Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have *** security installed and maintained by Safe Haven. We paid to have the sensors removed and reinstalled for new windows. The system has not worked properly since the reintall. They have had technicians to our house several times, the system now alarms randomly. I called again, asking them to either fix the system or remove it and was told that I would be responsible to pay out the contract, even if they remove the inoperable aystem. They told me that the contract is for an *** system, not that it would work.

  

  Business Response

  Date: 04/03/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our Installations team. The customer has given Safe Haven permission to visit the residence today, April 3, 2024, to help provide resolution assistance. Safe Haven acknowledges the customer's disastifaction with the ***** ******** Contract and the terms originally signed, but Safe Haven must be able to exhaust all efforts before deeming the system inoperable.

  In conclusion, Safe Haven appreciates the customer’s business and wants to thank the customer for their patience and understanding while we worked towards an amicable resolution for both parties. We appreciate the customer's time and we look forward to restoring the business relationship in a positive direction. Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The initial date of service installation and transaction was 3/11/2024 and completed on Wednesday 3/13/2024 when the contract was signed. The amount paid over the free equipment (paid via credit card) was around $4100.00. Safe Haven was committed to providing me with a fully functional state-of-the-art security system via **** The equipment installed included 2 cameras. 1 digital door lock, break motion window sensors (23), 2 relay boxes, and 3 entry door sensors (front, back, garage). The dispute involves continued interruption of security service. The control panel screen is blacked out, unable to tell if doors or windows are opened, and cannot arm/disarm. Dates interrupted: 3/15,-3/20, 3/23-3/25, 3/29 ongoing . Service Technicians came on all occasions, troubleshoot over the phone, and changed batteries, panels, and wires, yet the issue was not resolved. The system is also sending false messages to **** Safe Haven security is not meeting their part of the contract by providing a functional service. We don't feel secure, we never had an issue with our previous security service. We are not happy with Safe Haven service and would like to have the contract voided without having to pay $1800.00.

  

  Business Response

  Date: 04/03/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our Installations team. The customer gave Safe Haven permission to visit the residence today, April 3, 2024. Safe Haven was able to relocate the panel and place the panel on a speaker mount. Additionally, Safe Haven’s technician cleaned up the original placement area of the panel and ensure the customer was satisfied with the resolution assistance provided

  In conclusion, Safe Haven appreciates the customer’s business and wants to thank the customer for their patience and understanding while we worked towards an amicable resolution for both parties. We are happy we could help resolve this matter and restore the business relationship in a positive direction. Thank you for your time.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently bought a house from ** ****** and were contacted by Safe Haven to have a video door bell and door sensors on the home because the items came with the house. Then Safe haven sent out a installer to have the items installed and have us sign some paperwork which we did not realize at the time was a contract because we were told everything evening done came with the house. Then we decided later we would like to use a different company for the video door bell and also install cameras on our home so we called safe haven/ ADT to cancel our account because we did not need them. While I was on the phone nothing was mentioned about cancellation fees that I can remember. Then about two months later I receive a email from safe haven saying I owe a cancellation fee of about $1200 dollars. Since then I have spoken with a Safe Haven representative who told me the company knows this is a problem that the install technicians and sales representatives are not explaining to customers what they are signing up for and the company get this problem a lot. When myself and my wife have spoke with both companies both safe haven and ADT give us the run around and tell us that we need to dispute our problem with the other company.

  

  Business Response

  Date: 04/01/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. Prior to the installation, Safe Haven collected a verbal compliance recording outlining the details of the terms and conditions. In addition to the compliance recording, Safe Haven also collected electronic signatures within the Alarm Services Contract that specifically disclose the 36-month term in multiple areas within the document including the first page. Each of the electronic signatures were authenticated by the customer’s email address which contradicts the statements the customer was unaware of the Alarm Services Contract terms.
  Second, it is important to note that this information is provided in writing after any interactions that occur with the sales representative initially, to ensure the customer can make a well-informed decision to move forward. Consequently, should there be any discrepancies between what is discussed prior to the installation and the terms presented during the installation, the customer has every right not to move forward. In this case, the customer chose to move forward and provided a signature agreeing to the terms detailed for her review. Safe Haven understands the importance of full transparency Alarm Services Contract and a customary rescission period is provided to ensure the customer is given ample opportunity to review the terms and conditions. In the event that the customer did not want to move forward, she had every right to exercise her notice of cancellation within the designated time period but failed to do so.
  
  Third, Safe Haven was notified of the customer’s cancellation request outside the rescission period on 12/8/2023. Safe Haven immediately contacted the customer by email to address the customer’s request and ensure they were aware of early termination conditions. Safe Haven did not receive any return communication to Safe Haven’s original notice until 3/2/2024. Once Safe Haven had received communication from the customer, the account had already been terminated and an early termination fee was left remaining.
  
  In conclusion, Safe Have’s has gone above and beyond in efforts to try to assist the customer, ensure transparency with the terms and conditions agreed upon, and help provide resolution assistance when notified. Safe Haven acknowledges that our decision may be unfavorable, but we are upholding the terms and conditions the customer signed. We thank the Better Business Bureau for bringing this matter to our attention and for allowing us the opportunity to provide additional clarity regarding the concerns listed.
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/23/2024

  Please take part in this situation and conclude in our favor to end this long ongoing issue. 

   

  My wife have called safe haven on April 16th and was requesting to speak to supervisor or anyone that will have authority to resolve this issue. She also request to have the recording that safe haven claimed in the previous response that she has been informed of the terms and agreed. She was told that the agent **** was not able to assist me further and ONLY "******* - manager of account preservation" can help and provide the audio she requested. They gave us another ticket#62103578 to get a call back within 24-48 hours from *******. However, we never received any call from them still today (April 23rd). Therefore, my wife called safe haven again on April 22nd requesting to speak to ******* or anyone of authority to resolve this issue as we cannot keep calling then being told they will call us in 24-48 hours (ticket#********) and received no calls at all. My wife verbalized that she is calling to resolve this ongoing issue and needed to speak to someone that can do that. No one was "available" to speak with me considering this issue has been going on for months now. We do still know and witness the company being deceptive as they continued to not take our issue seriously and trying to resolve it when we called or via BBB. We believe they do not have an recording of my wife agreeing to their terms as they never mentioned it to her. We made more than two attempts to resolve this and the company does not seem to care. Therefore, we are not paying any of "fees" or money towards this contract. We will not be contacting safe haven any further and demand they waive this false fees. We do not want to be contacted moving forward by safe haven and continue to harass us over the phone and impacting our mental heath

  

  Business Response

  Date: 04/24/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. Safe Haven acknowledges the customer’s dissatisfaction with our previous response, however, our decision remains the same. Safe Haven does not release internal records. Again, the compliance call recording details the alarm services and the Alarm Services Contract the customer signed details the terms and conditions of the services, both of which are valid.

  Safe Haven has escalated the customer’s concerns to the builder division and a member of their escalations team will contact the customer directly to reiterate our previous remarks. Safe Haven understands that our decision may be unfavorable to the customer, but we are upholding the contract terms signed. The customer’s account has cancelled and an early termination fee is due. Safe Haven encourages the customer makes the necessary payment arrangements to fulfill the balance to avoid any further collections efforts. Thank your time.

   

  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Safe Haven ADT Security has been an ongoing nightmare. On February 8th, 2024, representatives **** ***** and *********** pitched their security services. They introduced a "point system" for equipment selection, promising full coverage for my property. However, the installation on February 10th turned into a 12-hour ordeal, far exceeding the promised 4-hour timeframe. To my dismay, additional charges cropped up, contradicting the initial assurances of comprehensive coverage. Following installation, the cameras began malfunctioning, failing to record or provide alerts. Despite multiple visits from technicians, the issues persisted. ADT's customer support proved equally futile, transferring me between departments without resolution. Safe Haven, ADT's partner, also failed to address the ongoing issues, leaving me stranded with dysfunctional security equipment. Frustrated and overwhelmed, I've reached out to the sales representative and other Safe Haven personnel multiple times, only to be met with silence. This lack of support has compounded the problem, leaving me in a state of helplessness and uncertainty about how to proceed.

  

  Business Response

  Date: 03/25/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. Prior to the installation, Safe Haven collected a residential work order reflecting the equipment package provided with the customer’s signature agreeing to the details listed. The customer’s signature was authenticated through their personal email address, further undercutting the allegations of the equipment agreed upon prior to the installation.
  
  Second, during the installation the customer was presented with additional equipment and upgrades to purchase at his discretion. Safe Haven scheduled a 4-hour window for arrival; however, the length of the installation may vary based on the customer’s residence, equipment being installed, and if the customer opts to purchase additional equipment. In this case, Safe Haven collected wet signatures from the customer on a home customization sheet and a credit card authorization form acknowledging the additional equipment and cost associated with the additional equipment chosen. In addition to the wet signatures collected, Safe Haven also collected electronic signatures within the Alarm Services Contract that itemizes details of the equipment installed. Each of the electronic signatures were authenticated by the customer’s email address which contradicts the customer being unaware of the additional charges or that the equipment coverage originally agreed upon had not sufficed. The equipment that was initially provided had been disclosed in detail and agreed upon as sufficient prior to the installation. It was the customer’s decision to purchase additional equipment, and when that occurred, the amount of time complete the installation naturally increased.
  
  Third, it is important to note Safe Haven was notified of the customer’s concerns on 3/22/2024. Safe Haven immediately responded to the customer’s concerns on 3/23/2024 and scheduled a return service visit that same day to help provide resolution to his cameras. During the visit, Safe Haven’s installation team recalibrated the camera’s recording rules to help avoid unexpected critters from filling up the allotted images and provided a free trial (until 4/3/2024) of an extension pack in efforts to allow the cameras to continue capturing recordings with the newly adjusted settings.The customer has instructed the installation team he will monitor his cameras  to ensure they are not continually recording in efforts to keep an open line of communication.  
  
  In conclusion, Safe Have’s installation team has gone above and beyond to assist the customer, ensure transparency with the terms and conditions agreed upon, and have helped provide resolution assistance when notified. The installation manager has scheduled a return visit to take place on 3/29/2024, in order for the customer to get the required wiring for the functionality of the doorbell camera and ensure the new recording settings are satisfactory. We thank the Better Business Bureau for bringing this matter to our attention and allowing us the opportunity to provide additional clarity regarding the concerns listed.

  Thank you for your time and consideration.

   

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After being contacted by an agent named ***** in February 2024, We were sold on a new security system with free equipment perks and a monthly payment of $63.00 after our first home purchase. We were told that since we were going to cancel our order, they would give us free installation, waive the $179.00 fee, and give us two (2) months of free service with ***. Today, I was charged $179.00 by Safe Haven and $63.00 by ADT. It was not until I was charged the $179.00 that it was brought to my attention that this was not ADT. It was Safe Haven an Authorized Dealer. So I contacted Safe Haven and spoke to a customer service representative, to whom I explained the situation and was told that she would have to speak with the Sales Representative. I asked to speak with a Supervisor because I wanted to cancel service with this company and was told that I would have to pay a cancellation fee of $1,103.83 because I was one day late to cancel. The customer service representative said she would not escalate the situation because she was qualified to handle the situation. So, I ask for a copy of the contract because I never received one, and a document was sent to me for *** that does not have my signature. Everything with this company has been dishonest and unpleasant. I am seeking your assistance with rectifying this situation. At this point, we do not want to deal with this company (Safe Haven). We want our money refunded as I did not give permission to Safe Haven to auto-withdraw this money, nor did I agree to these charges. We would like them to come and remove their equipment and cancel this service without penalty. This company represented itself as ***, not a representative. I believe Save Haven should be responsible and provide appropriate compensation.

  

  Business Response

  Date: 03/21/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven values our customers and strives for an excellent customer experience. After reviewing the customer’s complaint, Safe Haven previously addressed the customer’s concerns on March 14, 2024. We thank the customer for bringing this matter to our attention and would like to reiterate our gratitude for allowing Safe Haven to address their concerns.
  
  Consequently, Safe Haven’s regional sales manager contacted the customer to ensure our suggested resolution was satisfactory and that the customer did not have any additional concerns. Safe Haven would like to note the customer was provided a check refund in the amount of $300 to cover the installation fee, the $100 sales promotion offered, and for the any frustration endured throughout her experience. At this time, there are no additional actions for Safe Haven to take. We appreciate your time and thank you for your consideration.
  

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approached by a door to door salesmen. The main selling point of his sales pitch was the monthly payment would be X amount, and once the equipment (cameras, window sensors, etc.) was paid off, the monthly payment would drop down to X amount - this was discussed in length during the entire visit. First issue: Come to find out after the fact (after we purchased the equipment and *** services), that is NOT what would happen. Apparently (after confirming on a phone call with Safe Haven) not only would be continue to pay X amount (which would never drop down), but we would have a secondary payment solely for the equipment. Second issue: The equipment itself does not work how it was intended (cameras regularly disconnect, the downstairs touch pad is consistently disconnected from the main system upstairs, and the window sensors constantly do not read correctly when open or shut. We have already had a Safe Haven tech come out, however we continue to have issues and have since given up. Conclusion: I was sold a service/equipment under false pretenses (a 'package' that does not exist). I have contacted Safe Haven regarding this issue, however the "best" they can do is for me to pay a $1,000+ *** early cancellation fee (for the service), and then pay off the $3,500+ of the faulty equipment. The only acknowledgement of my issue I got from Safe Haven was "sorry you told incorrect information when purchasing your service/equipment" - I got no other resolution or options. It does not surprise me that their BBB score is 1.3 out of 5....I should have done my research into this company better...

  

  Business Response

  Date: 03/13/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. We strive for an excellent customer experience, and we are disappointed we were unable to uphold our own standards. We take the customer’s allegations of being sold under false pretenses seriously and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  First and foremost, Safe Haven would like to assure the Better Business Bureau of the efforts made to maintain transparency before the installation, during, and after. Safe Haven goes above and beyond to ensure the customer is provided all necessary documents upfront to review at their discretion. Based on our investigation, Safe Haven was unable to locate any evidence to support the customer was unaware of the monthly monitoring rate or the additional cost associated with the additional equipment charge.
  
  Second, we stand by our product and the quality service plan provided to our customers. In the event a customer is experiencing issues with the equipment, we must be permitted to exhaust all service resolutions possible. In the event our efforts are unsuccessful, and we have exhausted all efforts possible, the customer may be eligible for the system to be deemed inoperable. This does not include any supplemental devices due to the customer’s responsibility to provide compatible internet connectivity for those devices, nor do they impact the system’s capability from sending signals to and from the monitoring stations.
  
  In conclusion, we are unable to issue a refund to the customer for the additional equipment purchase or terminate the alarm services penalty-free. We acknowledge that our decision may be unfavorable, but we stand by the A**** ******* Contract the customer signed. In efforts to maintain a positive relationship, we kindly encourage the customer to contact Safe Haven to help provide resolution assistance to any service issues she may be experiencing. Safe Haven customer support can be contacted Monday through Friday, 8 AM to 7 PM central time at ************* We look forward to speaking with the customer and helping provide resolution to the service issues she may be experiencing.
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/18/2024

   
  Complaint: ********
  
  I am rejecting this response for the following reasons:

   

  The information I was advised in regards to the monthly charge was provided to me verbally by the sales agent who came into my home - I cannot be responsible for the fact that he did not document this for you to find during your investigation. Again, this specifically was the main selling point the agent was making, as well as why I agreed to this service. 

  I do not agree that you 'must be permitted to exhaust all service resolutions possible' as I should not be experiencing these issues to begin with, in addition I have already made an attempt to have your tech come to my home again to fix the issue, however which he left stating he was not sure how to fix the secondary panel downstairs and we are still having issues with the window sensors. I am highly apprehensive to allow your business to 'exhaust all service resolutions possible' as I do not want to be going back and forth with your customer service and techs for the foreseeable future as this sounds to me there will be no end to your resolution attempts. Again, your tech has already been here and could not resolve the issues. 

  In conclusion, I do not agree with your efforts and/or action taken to resolve my issue, as in reality there has been no action taken at all other than your apology. As I mentioned in my initial statement, you can have the equipment back - if you would accept it back then your business would be in the same position it was before your salesman came to my door, however you have refused which leaves me to continue paying for services and equipment that does not function as promised. I would hope that your business would, in good faith, recognize that I was provided false information by your sales agent in an attempt to mislead me into purchasing your products and services. I would hope that your business would do the right thing and part ways peacefully, as being requested of you. 

   

  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/19/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. Safe Haven acknowledges the customer’s dissatisfaction with our previous response; however, our decision remains the same. During the installation, the customer is provided clear and explicit information regarding the terms of the ***** ******** Contract. It is important to note that this information is provided in writing after any interactions that occur with the sales representative initially, to ensure the customer can make a well-informed decision to move forward.
  
  Consequently, should there be any discrepancies between what is discussed prior to the installation and the terms presented during the installation, the customer has every right not to move forward. In this case, the customer chose to move forward and provided a signature agreeing to the terms detailed for her review. Safe Haven understands the importance of full transparency ***** ******** Contract and a customary rescission period is provided to ensure the customer is given ample opportunity to review the terms and conditions. In the event that the customer did not want to move forward, she had every right to exercise her notice of cancellation within the designated time period, but failed to do so.
  
  Nevertheless, Safe Haven strives for an excellent customer experience. We acknowledge the customer has expressed issues with the equipment installed and are happy to help provide resolution assistance. Safe Haven acknowledges the customer does not agree with our policy regarding equipment returns, but in order to deem the system inoperable, Safe Haven must first be given the opportunity to provide resolution assistance. If the customer wishes to forego servicing, she will be subject to early termination fees.
  
  At this time, we welcome the customer to utilize the previous information provided to schedule a return service visit. We are optimistic in helping provide a resolution to equipment issues the customer may be experiencing, but we respect the customer’s right to cancel should she choose not to move forward with our assistance. Safe Haven thanks the customer for their time and their consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Condo on February 13th, 2024. An agent from Safe Haven that works with *** Home Security came by on February 17th, 2024.to sell me a home security system. It was installed that day. ******* the salesman said I would have three months of free service and 30 days to try it out He also said it would cost me $62 . If I was not happy in any way I could cancel. I notice a few days later my door bell was not ringing and my security system camera was blurry. I called *** to tell them. They informed me that I needed to call Safe Haven. I called them to tell them I’m system is not working properly. I told them I wanted the system removed.. they informed me to call ***. I have gone back and forth with safe haven and *** for the last seven days. I received a bill for $88 today from ATT due on March 22. My service rep ******* told me I had three months of service for free. Safehaven is wanting to charge me over $1000 to disconnect the system I have been back-and-forth with ATT and safe haven and nothing is getting resolved. I talked to a ******* today at ***. He told me he was going to waive the $88 for the first month. he asked for my email address and said he would send me an invoice with zero dollars on it. I never received it. I should not be getting a invoice at all. I was told I had three months for free. *** or Safe Haven are not terminating my services with them. It’s been two weeks and I’m not happy with my service with either company. My product is not working correctly and I just want out of the contract with no penalties. I’ve been calling almost on a daily basis to try to terminate, and nothing is happening. *** ************ Safe Haven ************

  

  Business Response

  Date: 03/04/2024

  Dear Better Business Bureau,
  
  We would like to take the opportunity to acknowledge the customer’s concerns. Safe Haven values its customer and strives for an excellent customer service experience, and we deeply regret any frustrations the customer has endured based. As a result, we have escalated this complaint to the highest level within our customer support division to ensure we help provide a satisfactory resolution for the customer.
  
  As a result, a member of our customer support team will be reaching out to schedule a removal of the services to honor the customer’s cancellation request penalty-free. We apologize for any inconvenience caused and appreciate your understanding. Safe Haven kindly encourages the customer to contact our customer support team at 844-413-1920, Monday through Friday 8 AM to 7 PM central time to schedule a removal.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  A Safe Haven Technician (***) came by today March 5th, 2024 and removed the equipment from my home. I was told there will be no penalty charge for the equipment or disconnection of my service. 

  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of install and payment for devices installed was on the 27th of October 2023 and amount paid was $644.14 Our first monthly payment was on the 28th of October 2023 and monthly since in the amount of $53.49. On January the 24th I received a message from my Wi Fi company that my Wi Fi was down. When the Wi-Fi came back on the alarm system was not working. Unfortunately I was out of the country from the end of December until the 20th of February. I phoned ADT and safe haven to rectify the problem, after working with two technicians over three days they came to the conclusion that my panel is not working correctly and needs to be replaced. As this is apparently out of three month warranty they want to charge me for the technician to come out at a cost to me of $59.00 + tax. I am still paying monthly for a system that does not work and will not work until I agree to pay the technician fee. This security system was installed so that I would feel safe leaving my home empty as I travel often and for months at a time, I feel after just 3 months of working on a new system that it is not fit for purpose and even if fixed they will not guarantee that this will not happen again. As such I do not feel safe leaving my home with this company as my security system. I would like to leave my contract but they want 75% of my total three year fees which is unfair and should be unlawful as they are not providing the service contracted.

  

  Business Response

  Date: 02/28/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter.
  After reviewing the account, the customer entered into a thirty-six (36) month  Alarm Services Contract (“ the Contract”) with Safe Haven for alarm monitoring services on October 27, 2023.Unfortunately, Safe Haven did not find any evidence that there was any improper information provided to the customer regarding the terms of the agreement initiated with Safe Haven. Safe Haven allows all of our customers to review the Contract at the time of the installation and after. Our company provided all necessary information, specifically, for the terms and conditions regarding service fees upfront fat the customer’s discretion to review.

  Additionally, Safe Haven collected electronic signatures to authenticate the customer acknowledging the terms of the Contract. When the customer signed the contract, they acknowledged understanding the terms listed on pages 5-8, specifically terms “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” further undercutting the allegations listed within the complaint. Within the above-mentioned terms, the customer acknowledges that they are responsible for service fees, in addition to fees that are not covered under warranty.
  Furthermore, Safe Haven has scheduled and completed a service appointment providing a resolution to the customer’s concerns today, February 28, 2024. We understand the customer does not want to pay the associated fees outlined within the Contract, and as a result, wants to terminate the service agreement. At this time, if the customer would like to move forward with her cancellation request, she would be subject to the early termination fees.

  In conclusion, Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the conditions signed by the customer. The customer is ineligible to have any services fees waived that fall outside of warranty. If the customer would like Safe Haven’s assistance in providing additional service assistance, she will be subject to the associated cost. Should the customer wish to forego servicing and want to move forward with terminating the services, she may contact Safe Haven to make payment arrangements for the early termination fees. Safe Haven encourages the customer to contact us directly at ************ Monday through Friday, 8 AM to 7 PM once she decides how she would like to move forward. Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/28/2024

  The response sent from Safe Haven was not acceptable as the system went down within the three month warranty for use. But what was acceptable was the fact that they contacted me yesterday and arranged for a technician to come out today and replace or repair the unit. The technician just left, the unit needed an update, which can only been completed by the technician on the actual unit. Hopefully this will not happen again and this was completed free of charge. Many thanks for your help. 

  

  Business Response

  Date: 03/04/2024

  After reviewing the customer's response, we acknowledge the customer's disatissfaction with our entire response but at this time, we stand by our previous remarks. Based on the details of the response, it would seem the customer's issues have been acknowledged, addressed, and resolved. There is no further action for Safe Haven to take at this time. Thank you for your consideration.

  Customer Answer

  Date: 03/04/2024

  Safe Haven responded to me via telephone and arranged for a technician to come out to our home to repair or replace the security unit. The technician arrived the following day, the security system is now running and was fixed free of charge. It was really unfortunate that it took such measures on my part to accomplish this. Thankful that this issue is now resolved. 

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Safe Haven in December 2023 to see if they provided different cameras because I was having problems with the one they put. The salesperson assured that the camera was of good quality and that with that exact system, my property and interests would be protected, and that customer support would be courteous and helpful. They also had qualified technicians to service the equipment if there was ever a need, with a prompt response. I phoned customer support and had the worst experience. When I asked for a supervisor, they said it would be 24-48 hours before they called me. I asked for a manager and was told the same 24-48 hours before they called me, but the customer service representative hung up on me. Today is 2/22/2024 7 PM, and there has been no phone call. I called the office around 6:30 and was told that a manager had called and left a voicemail. I told the representative that I had not received a call or a voicemail in almost three months, and that my security system was not working properly. Safe Haven failed to fulfill their contract, provided deficient security system, poor customer service, and supervisors who did not care to call their consumers.

  

  Business Response

  Date: 02/23/2024

  Dear Better Business Bureau,
  
  After reviewing the customer’s complaint, Safe Haven Security Services, LLC (“Safe Haven”) addressed the customer’s complaint in December 2023. We strive for an excellent customer experience, and we are disappointed our efforts have not been satisfactory to the customer. We would like to take this opportunity to address the concerns listed within the complaint to provide additional clarity.
  
  Consequently, Safe Haven’s management team has actively attempted to communicate with the customer since December 2023 up until as recent as today. February 23, 2024. The continuous negative remarks the customer has written against Safe Haven are false. Safe Haven provided supporting information that undercut the allegations listed within the complaint and confirmed ADT installed new cameras at the customer’s residence earlier this month voiding out Safe Haven’s portion of the warranty regarding cameras. Safe Haven has provided detailed explanation to the customer encouraging her to connect with ADT corporate to further assist her with her camera concerns moving forward.
  
  In conclusion, Safe Haven recognizes that the customer may disagree with our decision, however, the continued hate speech against Safe Haven is unwarranted as we have done everything necessary within our capabilities to assist this customer. At this time, Safe Haven is unable to issue the customer a refund, nor do we have any authority over ADT’s refund policy.  We strongly encourage the Better Business Bureau to redirect the customer’s billing concerns to ADT corporate. Safe Haven thanks you for your time and consideration.
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want out of my contract with this company. I refuse to pay to cancel the contract because I have been complaining about this company in the security system since day one. The doorbell camera rarely works and there’s no way to trigger an alarm for the security system, it was not installed properly and it was a part of a deal because this is a new development. When you contact ADT they cannot help because Safe Haven is a authorized dealer but then when you contact Safe Haven you can never get a representative to help you with a situation and I do not feel safe with them. I want out of this contract with no penalties.

  

  Business Response

  Date: 02/27/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we are committed to addressing any of the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and look forward to resolving this matter quickly. In efforts to address the concerns listed within the complaint, Safe Haven has escalated this matter internally to the National Coordinator for our Builder division. A manager will be contacting the customer directly to discuss their concerns in detail and work towards finding a resolution that meets the customer’s satisfaction within the bounds of the contract. We kindly ask that the customer allows 24 to 48 business hours to hear from management.  We thank the customer for their patience throughout this process and look forward to speaking with her soon.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/28/2024

  Complaint: ********
  
  I am rejecting this response because:

  Cherie Abbott, the National Coordinator contacted me, but I ended the conversation early because she was making me upset and kept talking over me and trying to contradict what I was explaining to her. From day 1 I have complained about Safe Haven and their communication and lack of effort. I did not feel comfortable with their security system and monitoring and had it removed. As a said previously, I had the equipment removed and went with another Security company. I AM NOT PAYING AN EARLY TERMINATION FEE due to Safe Haven's lack of professionalism, communication and security guarantee.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/04/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Serivces, LLC's (Safe Haven) formal response to the customer's rejection. We acknowledge the customer's disatisfaction with our previous response and efforts, but at this time we stand by our original response. Additionally, it is important to note that the contract discloses information relating to early termination, specifically when a customer removes equipment installed by Safe Haven without Safe Haven's authorization. Based on the terms the customer signed, the customer's contract warranties have been voided and she is subject to the early termination fee. We acknowledge the customer may not agree with our resolution, but at this time we are upholding the terms the customer agreed to. If the customer wishes to move foward with terminating the services, she will be subject to the early termination fees outlined within the Alarm Services Contract.

  Thank you for your consideration.

  Sincerely,

  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/05/2024

  Complaint: ********
  
  I am rejecting this response because:
  

  I have contacted this business on multiple occasions. 2 times I was not able to speak with a representative at all. Other times ADT told me I had to reach out to Safe Haven. I have proof that when it was installed I asked them to come remove it from my home after the first week. I was told misinformation and did not feel secure. I will file a lawsuit if need be, especially when I have been threatened by the previous representative. I am requesting that the contract be terminated, and I am not paying the early termination fee. I will give the equipment back that I have paid for gladly and not even asked to be reimbursed for it. This is an agreement the builder made with Safe Haven where the homes were already pre-wired. However, I like many other neighbors did not know we wouldn't have direct contact with ADT. This is how angry I am with this company and their piss poor service. The customer service is horrible and I will also tell other neighbors who signed up with Save Haven about the issues I have been having and will take to my social media accounts until the problem is resolved. 
  

  Sincerely,
  
  Dr. ****** ******