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:02/07/2024

  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 December, after my first home purchase, I was sold on a new security system with free equipment perks and a monthly payment of $65.99. However, despite my explicit inquiry about continuous recording, I later discovered that the cameras provided by ADT only captured motion clips. 1st Red Flag. During the installation on 1/23, with ****** I requested cameras for the top, bottom, and back of my house, but the technician couldn't wire the bottom units due to not wanting to drill through concrete walls. which I found to be odd since there was a pre-exsisting Cox camera already. With this setback, I proceeded with the installation of 3 cameras and also added smoke and carbon monoxide detectors, paying $882.17 in full. During the install the tech informed me that there was no electricity in the attic and I needed to hire an electrician. $400 later to run a power line, I absorbed the cost. 2nd Red Flag. On 1/6, we scheduled another visit to finish the installation, as a new owner, I needed to set-up wifi still. I found out that the cameras required more upload speed than my Wi-Fi plan I purchased, which was never communicated to me at anytime during the installation. 3rd Red Flag. On 2/6, we planned to add one more camera, replace an existing Cox camera, and add 4 door locks ($1854.09) but the technician again, for some reason, needed power for the bottom left camera. I had to hire my electrician again for $550. As a customer its not my job to troubleshoot or due my due- diligence to get every camera power. After running the wire, the technician realized he didn't need it because there was power inside the unit. Now I have a live wire outside my property, posing a fire hazard. I am seeking compensation of $1500 for the unnecessary power line and for the time and energy wasted due to the technician's lack of proper troubleshooting and diligence. I believe ADT Tech should take responsibility and provide appropriate compensation.

  

  Business Response

  Date: 02/07/2024

  SAFE HAVEN SECURITY
  *** * **** ***
  North Kansas City, MO 64116
  ***** ********
  Please forward this on to the correct company.
  
  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  

  

  Business Response

  Date: 02/09/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction regarding the previous response, but contradictory to the customer’s feelings, the terms and conditions of the Alarm Services Contract are explicit in the customer’s responsibility regarding sufficient internet and power resources for the functionality of devices that require it. Based on the customer’s rejection, if the customer is wanting to address her concerns with ADT, we kindly encourage her to communicate with ADT directly, we are Safe Haven Security.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we will not be issuing the customer compensation. We appreciate your time. Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/12/2024

  
  Complaint: ********
  
  I am rejecting this response because I signed a contract with Safehaven security. I’m confused as to who I need to contact to rectify this unjust transaction performed by your technician. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/29/2024

  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.

  I had *** come out to install equipment that I was told was completely free. Which it was, but while the tech was at my house he said that I qualified to get more equipment completely free with no extra fees or monthly charges. I said that is fine with me as long as I don't have to pay any more. Installation went well and he left. I was told I would only have to pay the monthly $55.00 dollars. They had me fill out ********* paperwork and told me it was just for the original part of the job that they aren't charging me for anything else. About one month later I got a bill from ********* **** for just under $4000.00. I called them inquiring about the charge and they said they are charging me for the 'extra equipment installed'. I told them that I was told I wouldn't be charged for the equipment being installed, and they said that's not the case. So I asked if I could get it all removed because I didn't want it if I had to pay that in the first place. They said no and wouldn't help me any further. A couple calls and a week later, I finally got a hold of a manager and had a sit down with him from Safe Haven. They got all the information and said they would see if they can get it straightend out in the next couple days. It's been 2 and a half weeks and everytime I call they say that they haven't heard anything. I just recently received another bill from ********* **** and don't know what to do. I would like them to just take back the equipment they are trying to charge me extra for and just continue with what they originally said I would get. I also want to get rid of the ********* account that they apparently signed me up for.

  

  Business Response

  Date: 01/31/2024

  Dear Better Business Bureau,
  
  Please accept this response 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. After further investigation, Safe Haven would like to take this opportunity to address the concerns within the complaint and the result of our findings.
  
  Accordingly, an installation management contacted the customer to review the details of the installation and steps taken to maintain transparency throughout the entire process. During the visit, the customer reviewed the emails he received the day of the installation and confirmed receiving the emails reflecting the ********* transaction. The customer acknowledged approving the additional purchase, the equipment evaluation sheets, and his signatures authorizing the purchase further undercutting the allegations made within the complaint.
  
  It is important to note Safe Haven provides all customers with a customary rescission period that allows them to review the details of the alarm services contract and any additional paperwork authorized during the installation. During this time, if a customer does not agree with the terms, would like to return equipment, or chooses not to move forward in any capacity, they may choose to enforce their right of rescission. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the Notice of -Cancellation document opting to exercise a penalty-free cancellation.
  
  At this time, Safe Haven is unable to allow a billing adjustment or the return of the additional equipment purchase. The customer did not send in a Notice of-Cancellation form or dispute the ********* charges within the allotted time frame to enforce the associated rescission rights. We acknowledge that our decision may be unfavorable, but we are upholding the terms and conditions the customer signed. If the customer has any additional questions he may contact Safe Haven customer service Monday through Friday, 8 AM to 7 PM central time at 844-413-1920.  
  
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/31/2024

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

  Unfortunately I had not originally been told about either the extra fee of 4000 dollars or the cancellation time period at time of signing. I was told that the 4000 on the paperwork I was signing was not going to be charged to me. This is both unacceptable and a terrible way to run a business. Not only is it also scamming customers. I would like them to take those actions into account and review my case again because this is not something that I consented to. 
  

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

  

  Business Response

  Date: 02/01/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We acknowledge the customer’s dissatisfaction regarding the previous response, but Safe Haven is disappointed the customer is failing to acknowledge his previous remarks when discussing the events that transpired during the installation.
  
  It is the customer’s responsibility to review the terms and conditions within the documents signed that outline the details which his complaint consists of. Safe Haven will continue upholding the ********* terms and conditions the customer authenticated understanding through his physical signature. At this time, our decision remains the same, and we are unable to waive the ********* balance. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/02/2024

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

  I am acknowledging that I signed that and reviewed it. What I am disappointed about on your businesses part is that your installer specifically told me that I would NOT be paying any of that 4000 dollars and in my eyes and many others that is called scamming a customer out of there money and I am very saddened by your lack of customer service.
  

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

• Initial Complaint

  Date:01/24/2024

  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.

  Subject: Formal Complaint Against Safe Haven Security - ********* To: Better Business Bureau, I am writing to express my dissatisfaction with Safe Haven Security - *********, citing a significant breach of service trust. Under a three-year agreement facilitated by my home builder, they paid for a basic security system installed on 12/18/2020, with the understanding that it would last until 12/18/2023. On December 12, 2023, I received an email from *** ****** urgently notifying the conclusion of a free trial by D.R. Horton in three days. The email emphasized the necessity for a prompt account transfer to avoid service disruption and additional fees. *** ******'s direct line was provided for immediate contact. Concerned about potential security system disruption during my overseas travel, I promptly contacted *** ******, explicitly requesting service maintenance until my return in a month. Despite assurances and an appointment set for a month later, I discovered on December 12, 2023, that my service was disconnected six days before the agreed contract end date of December 18, 2023. My complaint emphasizes two critical issues: *** ******'s misleading email indicating a 3-day deadline misaligned with the actual contract end date and the service disconnecting on the same date as the email, contrary to the agreed-upon timeline. This incident has resulted in financial and logistical inconveniences, exposing a significant lapse in customer service and communication by Safe Haven Security - *********. Such practices are unacceptable, and I believe they warrant attention from an organization dedicated to consumer protection. I urge the Better Business Bureau to conduct a thorough investigation into this matter. I am seeking appropriate action to rectify these issues and advocate for preventive measures to avoid similar incidents. Emphasizing the importance of safeguarding consumer rights and promoting fair business practices, I appreciate your attention to this matter.

  

  Business Response

  Date: 01/30/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“ Safe Haven”) formal response to the customer’s complaint. We want to take this opportunity to acknowledge the customer’s concerns and help provide a satisfactory resolution between both parties. Safe Haven strives for an excellent customer service experience, and we deeply regret any frustrations the customer has endured. As a result, we have escalated this complaint to the highest level within the division and it is currently being investigated by the Builder Division’s National Coordinator.
  
  Safe Haven attempted to reach out to the customer yesterday,1/29/2024, but we were not successful. At this time, we kindly request the customer to return the previous contact attempt from his designated point of contact. Should the customer have any additional questions or concerns, we kindly encourage him to direct his concerns with the point of contact referenced above. Safe Haven appreciates your time, and we look forward to resolving this matter in an amicable manner. Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/31/2024

  ********** 21189931
  
  I am rejecting this response because:

  Subject: Follow-up on Customer Complaint - Case ID * ******* Dear Better Business Bureau, I am reaching out in response to the complaint against Safe Haven Security Services, LLC (Case ID * *******). After thoroughly examining the business's response dated [01/30/2024], I would like to confirm that I did receive attempted contacts from a Safe Haven representative on 01/29/2024 at 1:15 p.m. and on 01/30/2024 at 1:25 p.m. I promptly returned the calls within one hour on both occasions. However, it appears that the provided direct phone number leads to an answering machine, allowing only voicemails. Despite my swift response, no further communication was received from Safe Haven. I appreciate Safe Haven's efforts to address the issue, but unfortunately, the designated point of contact and the provided contact number seem to be inaccessible. Despite my multiple attempts to establish contact, I have been unable to do so. It is important to note that I have reservations regarding the handling of the situation by Safe Haven, including an unscheduled visit to my premises on 01/31/2024 and a subsequent confirmation text for an appointment on the same day, which I declined. Additionally, on 01/30/2024, at 6:42 p.m., I received an unexpected call from a Safe Haven employee confirming an appointment on 01/31/2024, which had already been canceled. Due to the lack of effective communication and unresolved issues, I find it necessary to reject Safe Haven's response, as it does not demonstrate a sincere effort to achieve a satisfactory resolution. I am concerned about the actions taken by Safe Haven and believe the intervention of the Better Business Bureau is essential to safeguard my interests as a customer. I would like to draw your attention to the fact that I have made six attempts to contact Safe Haven at various times and dates, encountering only an answering machine. I recommend that the BBB call the number ***** ******** to verify firsthand the inability to make a direct connection and the reception of only voicemail messages. Here are the details of my attempts: Date Time 01/31/2024 1:03 P.M. 01/31/2024 10:30 A.M. 01/31/2024 10:28 A.M. 01/30/2024 1:51 P.M. 01/30/2024 10:27 A.M. 01/29/2024 1:30 P.M. I appreciate your attention to this matter and am hopeful for a prompt and equitable resolution. Sincerely, ***** *********

   

   

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

  

  Business Response

  Date: 01/31/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We acknowledge the customer’s dissatisfaction regarding the previous response, but Safe Haven has continued to make attempts to reach the customer in a similar manner and have been equally unable to reach him as recent as this afternoon on two separate occasions.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but the contract terms stand. Should the customer experience any additional service concerns, he may return any of our continuous contact attempts to assist him with any service issues he may be experiencing. Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because of my response below and attached.
  
  Sincerely,
  ***** *********

  Date: February 1, 2024

  Re: Rejection of Response - Verification of Contact Number and Service Disconnection Dispute
  
  Dear Better Business Bureau,

  I am writing in response to Safe Haven Security Services, LLC’s formal rejection of my dissatisfaction. I appreciate your continued assistance in this matter.
  
  I would like to bring to your attention that despite Safe Haven's claim of attempting to reach me, I have called the provided contact number (816) 323 - 8784, belonging to Ms. Cherie Abbott - National Director of Builder Relations, on multiple occasions. Regrettably, my attempts to establish contact have been met with an answering machine. I made two additional calls on 02/01/2024 at 10:03 a.m. and 10:40 a.m., both of which went unanswered, leading me to believe that the number provided is indeed only an answering machine.
  
  I urge the BBB to verify the accuracy of the provided contact number, as my persistent efforts to communicate with Safe Haven have been futile. This raises concerns about the company's accessibility and responsiveness to customer concerns.
  
  Furthermore, I would like to reiterate my dissatisfaction with Safe Haven's handling of my service disconnection on 12/12/2023, rather than the agreed-upon date of 12/18/2023. This premature disconnection resulted in significant inconvenience and financial costs to restore functionalities tied to security systems, including my thermostat, door lock, and door camera. As a customer, I believe Safe Haven should be held accountable for the time and money spent rectifying issues caused by their premature service termination.
  
  I understand that Safe Haven stands by their decision, but I kindly request the BBB to reconsider the implications of the company's actions on my end. I am committed to resolving this matter amicably, and I trust that the BBB will thoroughly investigate the accuracy of the provided contact information and the validity of my claims.
  
  In the event that Safe Haven continues to dismiss my concerns, I will be left with no choice but to share my dissatisfaction with their services online. It is my hope that through your intervention, a fair and just resolution can be achieved.
  
  Thank you for your attention to this matter, and I look forward to your prompt response.

  
  Sincerely,
  Hamid Majlesein

• Initial Complaint

  Date:01/24/2024

  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.

  On 2/16/2024 safe haven security, on behalf of ADT, came to install a security system. The agreement through Select home warranty was for 3 sensors, a panel, a motion sensor, and a Google PLUS $1000 in equipment of my choosing for free. I received the above listed items plus 2 cameras and a fob. These items fall well under the $1000 in free add ons. Safe Haven is attempting to bill me (and has billed me one payment) of 280.78 x 3. They refuse to resolve this financial oversight. ADT and Select both passed the buck to Safe Haven. I have also filed an Attorney General complaint and my bank is working on stopping payment, but it's been almost a week. ADT has sent me a contract stating that ZERO money was due or paid to Safe Haven. This is fraud of myself and the original contractor.

  

  Business Response

  Date: 01/24/2024

  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 values its customers and strives to provide excellent customer service, and we deeply regret any frustrations the customer has endured over this matter. We would like to take this opportunity to acknowledge the customer’s concerns and provide additional clarity regarding the account billing.
  
  After reviewing the complaint, we believe there may be an error with the dates listed within the complaint and want to correct them on behalf of the customer. Safe Haven installed alarm monitoring equipment and services at the customer’s residence on January 15th, 2024. Safe Haven would like to acknowledge there has been a billing oversight, but we have tried to actively communicate with the customer while investigating the account to ensure we help reach a satisfactory resolution as recent as January 23rd, 2024.
  
  At this time, Safe Haven has issued a refund request to be granted back to the customer and that no additional payments be deducted for the equipment. We acknowledge the customer’s dissatisfaction with the circumstances and his choice to express this with other mediation platform, but we kindly ask the customer for their patience so that no additional errors are created, and we can ensure that all billing errors are corrected. Please allow 7 to 10 business days for the refund to process to complete. We appreciate your time and thank you for your consideration.

   

  Sincerely,
  Safe Haven Security Services, LLC

  
  

  Customer Answer

  Date: 01/24/2024

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

• Initial Complaint

  Date:01/17/2024

  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.

  We first signed up for *** last year. From the start we’ve had nothing but problems. We were originally mislead that equipment was included that was not and told we could cancel within 90 days without charge if we were dissatisfied. Then, during installation we found out the equipment we were told was included was not so we gave them the benefit of the doubt and stuck with what was included. I then had to threaten to call officers if the installation employee did not leave when he was at my house because he made me so uncomfortable, degraded me as a mother and refused to leave until I took that step. We then did decide to try and cancel within those 90days and told we were not allowed unless we paid thousands of dollars. We of course could not do that so we’ve had to just keep paying it. Then the equipment has been faulty and the alarms are constantly going off so we talked to tech support and they said even though the batteries shouldn’t be expired they recommend we change them. This was after we’ve had over 30 false alarms go off. I continue to try to escalate to supervisors but we are not having any luck. We’ve spent over $800 paying this bill and it just seems misleading, unprofessional, no resolution and we ultimately feel scammed.

  

  Business Response

  Date: 01/16/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  *** * **** ***
  North Kansas City, MO 64116
  (**** ********
  Please forward this on to the correct company.

  

  Business Response

  Date: 01/18/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the complainant’s position, however, Safe Haven has been unable to identify the name ******* ********”  listed anywhere within the account associated with the address listed. We would be happy to address the complainant’s concerns, but first, we must protect the privacy of our customers. At this time, the name listed does not match any within Safe Haven's records and we kindly encourages the complainant to have an authorized user on the account add her name to the account so that we may address account information moving forward.
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  It is our account and I’m the one who even signed the documents directed by the representative and my credit and information was ran and taken. So if this is fraud then I think we more problems now and I would appreciate being contacted by your litigation department as this would now be a criminal case. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/12/2024

  Type:Sales and Advertising 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.

  A salesperson came and sold me a security system. He never explained the terms/length of contract or penalty for canceling. A technician came to install and system failed after the first day and was never armed. I never received an account # and never heard back from anyone. After I contacted ***, they told me I had to contact Safe Haven Security and that my contract is 36 months, with an early termination fee of 75% of remaining contract. I've never received an invoice or an alert that my system has been inoperable, yet my credit card has been charged monthly as well as full charge of $749 for the equipment, which has never worked.

  

  Business Response

  Date: 01/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (Safe Haven) formal response to the customer’s complaint. We would like to take this opportunity to address the customer’s concerns and provide additional clarity. Safe Haven has investigated this matter internally and has been unable to locate any evidence to support the allegations listed within the complaint.
  
  During our investigation, Safe Haven located a Residential Installation Work Order signed by the customer acknowledging the 36-month term. The customer also authenticated an electronic signature for the Alarm Services Contract that identifies the contract term length explicitly throughout its entirety. It is important to note, Safe Haven provides all necessary information upfront for the customer to review. As a customer, it is at their discretion to read and review any document provided that requires their signature, specifically their acknowledgement of reading and understanding the terms.
  
  Additionally, it is important to note that Safe Haven has not been to the customer’s residence since February 15th, 2023. The customer has not contacted Safe Haven in over eleven months to notify of any dissatisfaction or service requests until January 11th, 2024. In order to qualify for a penalty-free release, Safe Haven would have to be permitted to deem the system inoperable after exhausting all efforts to provide resolution assistance and being unsuccessful.
  
  Furthermore, the time period permitted to enforce a penalty-free cancellation is detailed and disclosed in its own document for the customer’s review. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the consumer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation during the designated time period. Customers may cancel at any time of their choosing, however, in the event a customer request to cancel outside the designated rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, paragraph 2)
  
  Nonetheless, Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we would be happy to help provide resolution assistance. Safe Haven kindly invites the customer to contact our customer support team to schedule a service appointment with the associated fees. Should the customer wish to forego resolution assistance and want to move forward with their cancellation request, they will be subject to early termination fees. Safe Haven can be reached at 844-413-1920, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, he may also contact us by email at ********************************
  Thank you for your time and your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 01/18/2024

  Dear Better Business Bureau,
  
  Safe Haven appreciates the opportunity to acknowledge the customer’s concerns and wants to focus solely on their account in question. We want to clarify that any reference to other cases are not relevant in this matter. Our main focus is the customer's account and ensuring their understanding of the terms and conditions they have previously signed. We acknowledge the customer’s position, however, once the Alarm Services Contract (“the Contract”) was executed during the installation, the customer acknowledged and signed they read Sections 1 and 2 of the Contract that state the term is for 36 months and that terminating prior to that term will result in an early termination fee.
  
  Additionally, the term length can be found through multiple areas of the Contract, further contradicting the complainant’s allegations of being unaware of the term length. The term length can be found specifically on the first page below their initials, on the second page above their signature, and on the fifth page in 4 different areas between sections 1 and 2. Please note any documents provided prior to the installation do not precede the Contract terms as the Contract is signed by the customer at the installation.
  
  Furthermore, Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. We provide a customary rescission period for all customers to exercise at their own discretion. If a customer chooses to enforce their right to cancel, Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the consumer to sign and date the Notice of Cancellation document within the designated time period.
  
  Nonetheless, if a cancellation request occurs outside the rescission period it is assessed an early termination fee. The customer did not enforce their right of rescission during the designated time frame and at this time, they would be subject to early termination fees. We understand our decision may be unfavorable, but we are upholding the terms and conditions signed by the customer. Safe Haven kindly invites the customer to contact us directly if he has any additional questions or concerns, as we would be happy to assist him with anything further.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/19/2024

  I am rejecting this response because:

  
  Complaint: ********* So you are saying the salesperson doesn't explain the terms, which he didn't, and that the installer does once installed? It would have been ridiculous to install everything and then have the installer say, by the way, it's a 36 month agreement and if you cancel, it's 75% of the remaining term. I would have had him remove it all and take it with him.The installer definitely did not go over any terms with me. The only documents I received were three pages from the salesperson, two of which I signed, none of which have any terms at all. Again, you have not shown documentation of a signed agreement stating the terms. I never received a contract from anyone, nor have I received an invoice. My credit card is being charged even though I only approved a one time charge for the equipment, of which I've attached documentation. 
  
  
  
  Sincerely,
  
  ********* *** *****

• Initial Complaint

  Date:01/05/2024

  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.

  ADT installed the service on 01 December 2023, The technician was rude and not helpful. When he was done he just left and didn't say anything or leave any instructions. Then on 04 December 2023 we called to cancel the service. they said it would be effective 30 days later due to the cancellation policy. it is now 04 January and they refuse to cancel the service and continue to charge my credit card.

  

  Business Response

  Date: 01/05/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  *** * **** ***
  North Kansas City, MO 64116
  ***** ********
  Please forward this on to the correct company

  

  Business Response

  Date: 01/11/2024

  Dear Better Business Bureau,

  We would like to address the additional concerns listed within the rejection response. Safe Haven has only one captured call with the customer on 12/5/2023. The call referenced was not a call regarding services, but a call seeking employment with our company. Safe Haven made two additional calls to the customer on 12/7/2023 and 12/11/2023 and did not have any incoming call records from the customer until 1/5/2024.

  During the call, the customer was placed on hold for about three minutes before disconnecting. The next call Safe Haven received from the customer occurred on 1/9/2024, and it was during that call the customer requested to cancel. The customer mentioned attempting to call Safe Haven and *** since12/4/2023, but was unable to reach anyone at Safe Haven. The representative advised she saw an incoming call on 12/5/2023, but that was a call that occurred with a Safe Haven recruiter. It’s important to note that Safe Haven had an onsite technician out at the customer’s residence on 12/5/2023, which further contradicts the details listed within the customer’s rejection.

  Additionally, *** does not have any records of the customer contacting them prior to 1/6/2024. *** noted the customer’s cancellation request and the date the cancellation request would be processed. Safe Haven makes an effort to maintain transparency with all customers by providing all necessary information upfront. When the customer signed the contract, he acknowledged that he understood he was entering into a 36-month Alarm Services Contract, and that he had a customary rescission to enforce by midnight of 12/5/2023.

  After reviewing the account details, Safe Haven has been unable to locate any evidence that the customer was unaware of the Alarm Service Contract, or that he contacted Safe Haven within the designated time frame to exercise a penalty-free request. *** has placed a cancellation code for the account cancellation to process on 2/5/2024. At that time, the customer will be subject to the early termination fees outline on page 5, in paragraph 2. We understand our decision may be unfavorable, but at this time we are upholding the terms and conditions the customer signed. Thank you for your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: inaccurate information. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/04/2024

  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 am writing to seek assistance regarding a grievance with *** ******** ******** and their subcontractor, Safe Haven Security. I initiated service with ***, who outsourced it to Safe Haven Security, on 02/07/23, expecting a reliable home alarm system. Unfortunately, the service was fraught with issues from the outset. Within a week of activation, I encountered significant service failures, including a non-responsive alarm system during critical situations. Consequently, I attempted to cancel the service via email and phone on 02/14/23. Despite my clear communication and repeated requests in March, May, and July, both *** and Safe Haven refused to cancel the service. During this time, I made numerous phone calls and sent several emails, detailing the issues and requesting service termination. The response from both *** and Safe Haven was not only unhelpful but often rude, with representatives hanging up the phone and repeatedly failing to resolve the dispute. Each time I insisted on canceling, they would promise to send someone to fix the issues, yet the service remained active and the problems unresolved. After months of inadequate service and failure to cancel as requested, Safe Haven contacted me regarding an early termination fee. This is particularly unjust given that they consistently refused my requests to cancel the service and failed to provide the promised security system. I am seeking your intervention in this matter. The behavior of *** and Safe Haven Security not only represents a failure to provide contracted services but also a disregard for consumer rights and fair business practices. Enclosed are copies of all relevant communications, service agreements, and a timeline of events for your review. I appreciate your assistance in resolving this issue and addressing the unfair treatment I have experienced.

  

  Business Response

  Date: 01/05/2024

  Dear Better Business Bureau,
  
  Thank you for bringing the customer's concerns to our attention. We understand the customer's concerns regarding their service, consumer rights, and fair business practices, and would like to assure the Better Business Bureau that our company takes the details of this complaint seriously. Safe Haven Security Services, LLC (“Safe Haven”) has reviewed the account records and have been unable to identify any evidence supporting the allegations listed within the complaint.
  
  First and foremost, it is important to note that Safe Haven makes every effort to acknowledge and address any customer’s concerns when notified. In regard to this specific customer, Safe Haven was not made aware of any concerns following the January 2023 installation until May 2023. During the call, Safe Haven’s support agent offered to schedule a service appointment, but the customer became belligerent, used profanity, and threatened to rip out the system.
  
  Second, Safe Haven has not been to the residence since the installation. Based on the contract terms, in order to qualify for a penalty-free release, Safe Haven must first be given the opportunity to attempt all options necessary to provide a resolution. In the event Safe Haven is unsuccessful, a customer may then be deemed eligible for a penalty-free release, however, in this case, the customer requested to terminate the service agreement prior to allowing Safe Haven any opportunity to provide resolution efforts.
  
  Third, when the customer requested to terminate their service directly with ***, Safe Haven made multiple attempts from July 2023 to December 2023 to alert the customer of the potential collection efforts. The account was terminated in August 2023 further disproving the allegations made within the complaint.
  
  In conclusion, the customer requested for services to be terminated at her own discretion and *** honored her request. When the customer agreed to the terms and conditions, specifically those found on page 5 paragraphe 2, she understood the early termination fees associated. Safe Haven was not permitted to provide any service resolution efforts, and at this time the account is pending collections. We understand our decision may be unfavorable, but the remaining balance on file is valid and will not be adjusted. We kindly ask the customer to return our contact attempts in order to fulfill the remaining balance in order to prevent further collection efforts.
  
  Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:01/03/2024

  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.

  A sales person came on 9/25/23 and sold us ADT services and equipment for our home. The final total for all the equipment was originally $4,533.79. We were told we had certain amount of days to cancel everything without charge. Some equipment was installed that same day and some was going to be ordered because they were out of stock. After conversation with my husband we decided to cancel everything because it was too much of an expense. I called and spoke with Michelle from SafeHaven and told her we wanted to cancel. She insisted that we reconsider and she would contact the manager and get us a “better deal” she told me that the manager approved 8 free sensors and we agreed that they would cancel some equipment to decrease the price. By the end of the RECORDED conversations we agreed to a new grand total of $2,053. I was told I was going to get an email with the updated refund. I called them for months and could not contact anyone for an updated invoice. I then got a bill in the mail for $3,035.64. Again I’ve been trying to communicate with them to figure this discrepancy out and nobody at SafeHaven will help me with my bill. I am beyond frustrated with the unprofessional scammers they are. They eventually sent me a refund of $1,431.15 which again is NOT the amount we agreed upon on all recoded conversations. They make it impossible to speak with a live person so now I’m stuck with a bill I didn’t agree to!!!

  

  Business Response

  Date: 01/10/2024

  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 values its customers, and we deeply regret any frustrations the customer has endured. We appreciate the customer's patience and understanding through this process and thank them for their time.
  
  After reviewing the account, Safe Haven spoke with the customer on January 3rd, 2023, prior to receiving the Better Business Bureau complaint and informed her that an additional refund had been issued to the Synchrony account. As a result, the customer was provided a total refund of $2,292.45. In efforts to provide customer satisfaction this matter has been escalated to Builder management to ensure all concerns have been addressed. Should the customer have any further questions or concerns, we kindly invite the customer to contact us at their earliest convenience. Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:01/03/2024

  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 purchased an alarm system from a door-to-door salesman who claimed to represent *** I went forward with purchasing the alarm system and signing a three-year contract. Since the alarm has been installed, I’ve had nothing but problems. I’ve reached out to *** and they have not been helpful about a month ago they told me that *** was not responsible for my alarm, but this third-party Save Haven was. My alarm panel is dead. *** will not come fix it, Save Haven wants to charge me a $59 service call fee, before they even come. Before they even fix the alarm. My alarm is less than 8 months old, this is faulty equipment.

  

  Business Response

  Date: 01/04/2024

  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 and would like to take this opportunity to address the customer’s concerns.

  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 February 25th, 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. During the installation, Safe Haven allows all of our customers to review the Contract at the time of and after. Our company provided all necessary information upfront, including terms and conditions relating to service fees applicable when requested.

  Additionally, 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 term, the customer acknowledged that they were responsible for service fees. We understand the customer’s dissatisfaction with the Contract, however, the terms are valid.

  Furthermore, Safe Haven has attempted to reach out to the customer on multiple occasions in efforts to provide service resolutions, but all attempts have been declined or left unreturned. We understand the customer does not want to pay the associated fees outlined within the Contract, but in order for Safe Haven service the system, fees are required. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the conditions the customer signed.

  In conclusion, Safe Haven will gladly repair the system once the associated cost are fulfilled. Unfortunately, the customer is ineligible to have any services fees waived and If the customer would like Safe Haven’s assistance in providing a service resolution, she will be required to pay the associated cost. Safe Haven encourages the customer to contact us directly at 844-413-1920 once she decides how she would like to move forward. We can be reached Monday through Friday, 8 AM to 7 PM central time. Thank you for your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/05/2024

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

  A brand new piece of equipment should not have a failed battery after 8 months  Save Haven should stand behind their product and send out a replacement panel, and no cost, and then allow me to do a virtual free tech call to set up the new panel  

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

  

  Business Response

  Date: 01/05/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction regarding the previous response, but the Alarm Services Contract explicitly states batteries are not covered under the warranty. Safe Haven stands behind our product and although the customer believes Safe Haven should replace the panel without any cost and conduct “ a virtual free tech call to set up the new panel”, but the customer does not qualify.
  
  At this time, should a service visit be required the customer will be subject to the applicable fees. Safe Haven understands our decision may be unfavorable to the customer, but the contract terms stand. Should the customer be experiencing any additional service concerns, she may utilize the previous contact information provided to assist with any service issues she may be experiencing. Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC