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:01/03/2024

  Type:Billing 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.

  False promises. Did not payoff my old system as promised. Has a hidden financing agreement that has to be paid if you want to cancel early. Claims the equipment is free and absolutely is not.

  

  Business Response

  Date: 01/04/2024

  Dear Better Business Bureau,
  
  Safe Haven values its customer and strives for an excellent customer service experience, and we deeply regret any frustrations the customer has endured based on his complaint. However, after reviewing the account records, we have been unable to identify any evidence supporting the customer’s allegations. Safe Haven, nor its representatives have made any promises about paying off any previous obligations.
  
  As a result, Safe Haven kindly requests that the customer’s complaint be redirected to *** corporate to investigate this matter further. Should the customer need any additional assistance with getting connected to ADT, he may contact our customer service at ************. We apologize for any inconvenience caused and appreciate your understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:01/02/2024

  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.

  The beginning of July 2023 a sales rep from *** talked with us about getting security for our new house. During the conversation we said we were going to be getting new windows and would there be any issues when we replace them. They said no there would be no issues, they will come out and put them back on for no charge. They said even if our fire alarm batteries were low, all we have to do is call and they would come and replace them at no charge. When we got the windows replaced they would not put the sensor back on unless we paid a 80 dollar fee which is not what we were told. Our fire alarm is also having issues with false alarms and they will not come out and fix it unless we pay a 59 dollar fee for that as well. The sales rep specifically told us there is no fees in order for us to get the system. We would not have gotten it till after the window replacement if that was the case. The sales reps are giving incorrect information to people so that they purchase their system and then charging fees for services they say are included

  

  Business Response

  Date: 01/02/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  520 E 19th Ave
  North Kansas City, MO 64116
  (877) 842-0818
  Please forward this on to the correct company.

  

  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.

  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 June 29th, 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 of the alarm monitoring service agreement upfront at 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 term, the customer acknowledges that they are responsible for service fees, in addition to fees that are not covered under warranty.

  Furthermore, Safe Haven has spoken with the customer in efforts to provide service resolutions that have been declined. We understand the customer does not want to pay the associated fees outlined within the Contract, and as a result, Safe Haven offered to have technical support reach out and offer troubleshooting. Unfortunately, the customer declined and demanded an onsite visit without any 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. If the customer would like Safe Haven’s assistance in providing a service resolution, he will be subject to the associated cost. Safe Haven encourages the customer to contact us directly at 844-413-1920 Monday through Friday, 8 AM to 7 PM once he decides to move forward with scheduling an onsite visit. Thank you for your consideration.

  
  Respectfully,
  Safe Haven Security

• Initial Complaint

  Date:01/01/2024

  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.

  Day 1, horrible customer service experience, that was threatening and agressive. I could go on with details, but there is not enough room to type. I called back within the 1st week to try to cancel. Come to find out, the cancellation policy is within the first 3 days! Really? That is unheard of. The rep never even told me I was signing a contract. He never disclosed he was with Safe Haven who is apparently an authorized *** dealer. Supposedly the contract will switch to *** after the first year. It will be a year of having the system in April 2024. *** said there is nothing they can do, because they are just monitoring and Safe Haven has the contract right now. Safe Haven refused to lower my bill or let me cancel without an insane penalty due to my horrific customer service experience. I paid $750 for the install and have been paying $65/mon. for the past 9 months. What is completely unacceptable is that the doorbell camera, and backyard camera are only working 50% of the time! I called *** to report technical issues. The issues were: videos were not always saving when someone came into the house, or dropped off a package. The videos that do save are delayed by a 2 full minutes from the time motion is detected. It's a 50% chance whether or not the doorbell will work when answering. The tech said myconnections are good, and told me the cameras will not always save all the videos! I said well what's the point? I told them they need them to call Safe Haven themselves, and tell them that their equipment is faulty, and that is definitely means to cancel my contract without penalty. They only offered send a tech out (for a fee), and Safe Haven was supposed to reach out to me to set up an appt. They still haven't called back. I'm paying $65/mon. for only partially functioning equipment and service. I would like BBB's help to break this contract without penalty, and to be refunded the costs (if my bank is unable to dispute the charges), because I am backed into a corner.

  

  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 complaint made by the customer. We acknowledge the customer’s concerns regarding the terms and conditions outlined within the Alarm Services Contract (“the Contract”). Safe Haven strives for an excellent customer experience and are truly sorry to hear that these standards were not met, based on the details of the customer’s complaint.

  First and foremost, we would like to clarify the effort that is taken to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the service agreement being with An Authorized Dealer of ***. Prior to Safe Haven installing the services, the customer conducted a recorded compliance call with their personal sales representative authorizing significant details of the agreed upon services to be installed. During this call, Safe Haven captured the customer's acknowledgement of being informed of our company, further disproving the customer's allegations of misrepresentation and deception described throughout the complaint.

  Additionally, we utilize an electronic contract that requires a security encrypted process to authorize a customer's signature for the service agreement. It is important to note that the electronic contract the customer was provided with documents Safe Haven’s logo and name throughout the Contract, including the Authorized Dealer” phrase. Each electronic signature placed on the contract is generated by the customer inputting a unique pin known only to them, and then a copy of the Contract is sent to the designated email address for the customer's review. The terms and conditions the customer signed discloses Safe Haven’s information, the service agreement length, and a rescission period. Safe Haven understands the importance of allowing customers to review the contract terms in detail, therefore, we provide a customary rescission period outlined within the service agreement explicitly on its own page. This allows each customer the opportunity to thoroughly review the Contract and make an informed decision to move forward.

  Furthermore, the contract outlines terms regarding early termination outside the rescission period that can be found under the “IMPORTANT TERMS AND CONDITIONS”, on page 5, under paragraph 2. In the event the customer had chosen to enforce his right to cancel during the rescission period, he would have been eligible to cancel penalty-free. However, at this time, Safe Haven have is unable to issue a penalty-free release to the customer.

  Nevertheless, we strive for customer satisfaction and are actively working with the customer to address his camera concerns. Please note, Safe Haven has not been to the customer’s residence since April 2023, nor have we been notified of any service issues until January 2024. Safe Haven has scheduled a service visit to be completed tomorrow, January 5, 2024, in efforts to help aid the customer with a service resolution.

  In conclusion, Safe Haven understands the customer has expressed their dissatisfaction with the monthly billing and the contract terms, but we stand by the terms and conditions the customer signed. Safe Haven does not have authority over monthly billing, nor do those fees draft from our company. We encourage the customer to discuss any billing concerns with *** Corporate. If the customer has any additional questions or concerns the customer may reach us  Monday through Friday, 8 AM to 7 PM central time at ************. Should the customer be unable to utilize the phone number listed above, they may contact our customer services department by email at [email protected]. Thank you for your time and consideration.

  Sincerely,

  Safe Haven Security Services,LLC

  

  Business Response

  Date: 01/11/2024

  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 our decision remains the same. The customer’s comprehension of the important terms and conditions is our highest priority, and we would like to take this opportunity to provide clarity.
  
  As an Authorized Dealer of ***, Safe Haven is licensed to sell and install alarm monitoring system monitored by ***. Safe Haven does not have jurisdiction over the monthly billing and is strictly utilized to install the monitoring services and equipment. We provide a service warranty for the first year of monitoring and during that time Safe Haven provides a customary rescission period. Safe Haven is authorized to honor a rescission period and a six-month money-back guarantee under the qualified conditions due to the differentiation in time frames in which they occur.
  
  Please note, Safe Haven understands the customer’s dissatisfaction with the operation of the cameras; however, the cameras are supplemental components of the alarm monitoring system. Supplemental components do not have the capability to impact the standard operating functions of the alarm monitoring system or prevent *** from receiving signals to and from the residence. To qualify for the six-month money-back guarantee, Safe Haven must be permitted to exhaust all options necessary to provide a resolution to the system and be unsuccessful at restoring it back to its intended operating function. When “system” is referenced, it does not include supplemental components. In this case, the customer is experiencing issues with the cameras, and does not qualify for a six-month money-back guarantee.
  
  Furthermore, the signal strength or “stream” the camera reflects is heavily dependent on the internet connectivity provided within the residence. Based on the contract terms, the customer acknowledged being responsible for providing compatible internet connectivity for the functionality of the cameras. As noted in the rejection, Safe Haven has only been permitted to return to the customer’s residence once in a span of nine months. Safe Haven has not exhausted all options necessary in efforts to provide a resolution, further disproving the allegations listed within the complaint.
   
  Nevertheless, we strive for customer satisfaction and although the customer no longer wants a business relationship, we would like to assist the customer any additional issues she may be experiencing. If she wishes to forego resolution assistance and wants to move forward with her cancellation request, she will be subject to early termination fees. Safe Haven kindly invites the customer to contact us at her earliest convenience once she decides how she would like to move forward. Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/12/2024

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

  I have not heard back from BBB about my rejection of the response. I went into great detail when I rejected the business's response, but I will write it again. I have just uploaded 5 new images showing that the "new" doorbell camera continues to time out within seconds of opening the *** app to view the doorbell video. This all happened in this month of Jan 2024. This is a breach of contract, as time out errors and technical issues continue to happen with the service. Please help me to break this contract, penalty free. I have apparently been reimbursed by *** for the past 3 months of service, with no specification from my bank on why it was only 3 months of reimbursement. If BBB cannot help me solve this issue, I may end up taking SafeHaven/*** to small claims court. Thank you for your help. 

  The horrible customer service experience I had from the get go is one story. The sales man raised his voice at me, and I was feeling threatened as a woman alone in my house. I agreed to the service only due to the most aggressive sales/high pressure sales tactics thought possible. I could go on with details, but there is not enough room to type. I called back within the 1st week to try to cancel. Come to find out, the cancellation policy is within the first 3 days! Really? That is unheard of. The rep never even told me I was signing a contract. He never disclosed he was with Safe Haven who is apparently an authorized *** dealer. Supposedly the contract will switch to *** after the first year. It will be a year of having the system in April 2024. *** said there is nothing they can do, because they are just monitoring, and Safe Haven has the contract right now. Safe Haven refused to lower my bill or let me cancel without an insane penalty, due to my horrific customer service experience. The penalty fee is 90% of the remaining 3 year contract balance. It’s robbery. I paid $745.79 for the install in April 2023, and have been paying $64.35/mon. for the past 9 months.
  
  What is completely unacceptable is that the doorbell camera, and backyard camera are only working 50% of the time! I called *** to report technical issues. The issues were: videos were not always saving when someone came into the house, or dropped off a package. The videos that do manage to save are delayed by a 2 full minutes from the time motion is detected. It's a 50% chance on whether or not the doorbell will work when answering. The first time I called to complain, the tech told me my signal on their end was low (despite receiving monthly *** emails that the communication was good). I since got a wifi extender to boost the signal to front door for the camera. The wifi extender, is directly next to the door, and the internet technician tested the connection outside the door, to which he said it is reading well. When I called *** back on 12/29/23, the tech said connections were good. Then when I complained I’m still having issues, he “the cameras will not always save all the videos”. I said well what's the point? That is a camera’s purpose, is to who comes up to/into your house. I told *** they need them to call Safe Haven themselves, and tell them that their equipment is faulty, and that is definitively means to cancel my contract without penalty. They only offered send a tech out (with a fee), and Safe Haven was supposed to reach out to me to set up an appt. They still haven't called back.
  
  I would like to be fully refunded the install and monthly cost, on the basis that their service is not fully functional. It only partially works, and it is unacceptable for a system that is supposed to be “saving your life”. Their service is not, and has not been working since day 1, which means they are not upholding their end of the contract. I have paid $750 to install, and continue to pay $65/mon. for defective equipment and service. If I quit paying them for their poorly working service, it will only hurt my credit, and it's not fair.
  
  The images attached included: My contract with Safe Haven (authorized *** dealer), *********** Dec. internet bill with wifi extender/signal booster included, screenshots from my phone of numerous (but not all) occasions that the camera doorbell would not load and/or errored out, 4- different images of “good connection” *** tests/emails, multiple 1 star customer reviews from the BBB website that explain the same circumstances as myself. I have 2 phone numbers for Safe Haven: ************, and *************
  
  I don't even understand how this business practice is legal. The whole thing is a scam to get you locked into an expensive contract you cannot get out of. They know exactly what they are doing, and are just taking advantage of people with their pathetic excuse for a service. The sales rep had the nerve to say, *** is what they use at the White House. I know people who bought a ring camera for $50, and have better service. Safe Haven will do nothing but refer you back to *** (who also says they can’t do anything with the contract) and will just leave you on hold forever with a person who barely speaks English, and the entire call has extreme lag time. All the reviews I've read on Better Business Bureau basically tell the same story as me. I am backed into a corner, and I have filed a complaint with the Better Business Bureau to hopefully get me out of the contract without penalty.
  
  Thank you so much for your help.
  

  Sincerely,
  

  
  ****** *******

• Initial Complaint

  Date:12/29/2023

  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.

  SafeHaven, as a dealer of **** left me quite disappointed with their services. At first, they were persistent in trying to sell me their security service, calling me every day to pitch their offerings. While some persistence is expected in sales, it became overwhelming and intrusive. After finally giving in to sales person ****** and signing up for their service, I encountered a problem that I tried to call them and tell them I wasn’t happy with service and wanted to go ahead and cancel. This is where my experience took a turn for the worse. I found it incredibly frustrating that the same company that had been so persistent in selling their service was now practically unreachable when I needed their help. Repeated attempts to contact them went unanswered, and I was left waiting for extended periods of time on hold, only to eventually give up in frustration. This lack of customer support and communication is unacceptable, especially when dealing with security-related matters. It made me question the reliability of the service they were providing. In summary, we got a new security system with a different company and it’s now almost getting close to a year later and I have yet to get a call or or email in regards to my cancellation submitted via email one month after having SafeHaven services. While SafeHaven may be affiliated with ADT, my experience with them has been the worse by a complete lack of customer support when I needed it most to cancel service with them. I would caution others to think twice before considering their services, as this level of service and communication leaves much to be desired because now I have a collector calling me for a charge of $1570.00 because of SafeHaven not being reachable to cancel and communicate what the issues were.

  

  Business Response

  Date: 01/02/2024

  Dear Better Business Bureau,

  Dear Better Business Bureau,

   

  Thank you for bringing this matter to our attention concerns to our attention. Safe Haven Security Services, LLC (“Safe Haven”) is committed to providing excellent customer service, and we are sorry to hear that the customer had nothing less than the best experience. We would like to assure the Better Business Bureau that our company takes the details of this complaint seriously, and as a result, we have investigated this matter thoroughly.

   

  After reviewing the account records, Safe Haven has been unable to find any evidence that would support the allegations made within the complaint. We would like to clarify that the customer was contacted within a week of her cancellation request on multiple occasions, but we did not receive a response. In order to satisfy the contract terms agreed upon and honor the customer’s cancellation request, an early termination fee quote was provided to the customer.

   

  Additionally, Safe Haven contacted the customer from March 2023 to November 2023. Our company made over a dozen calls, sent emails, and notified the customer of the pending cancellation status. We also informed the customer about the potential status for collections if the outstanding balance remained unpaid. Unfortunately, we did not hear from the customer until receiving this Better Business Bureau complaint and the remaining balance of the contract was forwarded to a collection agency.

   

  Nevertheless, while we acknowledge the customer’s preference to terminate the business relationship, we have been unable to collect the remaining balance due. Alarm Services Contract explicitly outlines these conditions, specifically, page 5, paragraph 2. Safe Haven provided detailed contact information to the customer in efforts to complete her request and went above and beyond to help the customer avoid the current collection status that remains on the account due to her failure to return our contact attempts.

   

  At this time, we understand that our decision may be unfavorable, but we are upholding the terms and conditions that the customer signed. Safe Haven is unable to make any corrections to credit reporting and the collection status is valid. The account has been terminated and the remaining balance of the contract is due. The customer may contact the collections agency directly to fulfill the outstanding contract obligations. If she would like assistance with getting connected to them, she may contact our Customer Service by phone at 844-413-1920, or by email at ********************************

   

  We appreciate your understanding and cooperation in this matter. Thank you for your time.

   

   

  Sincerely,

  Safe Haven Security Services, LLC

  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 01/09/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. Safe Haven acknowledges the customer’s preference to obtain alarm monitoring services through another provider, however, it does not dissolve the terms and conditions the customer signed. The rejection response has included the same remarks that were within the initial complaint, which have all been addressed. Safe Haven was unable to locate any evidence supporting the customer’s allegations, and confirmed that the account was cancelled, further disproving the details listed within the complaint.
  At this time, the account status is valid and the remaining balance on file has been left unpaid. To avoid any further collections efforts, we kindly encourage the customer to contact the collection agency to fulfill the outstanding contract obligations.

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/28/2023

  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.

  On 9/8/23 we were solicited in home by an individual that held himself out as an *** employee when in fact we later found out that he was not. Even when calling him, his voicemail states that he is an *** employee. His phone number is ************. The system is equipped with a camera on the control panel. It is only supposed to take a picture when arming, disarming or if someone has breached the system. We noticed on 9/11/23 that the system is taking random pictures throughout the day of us, guests and repair people without our permission or knowledge. We subsequently contacted ******* who stated he was unaware of that issue but would stop by to observe. He never did stop by after numerous attempts to have him here. He did have a representative come on October 31 2023 to install *** software to resolve the issue. That representative was unable to download the software because *** reported that it was not an *** authorized system and would not provide any other support to fix the system. At that point we requested they remove the system because we believe it is an invasion of privacy by taking unauthorized pictures in our home. We contacted the local police department concerning this and they recommended we contact the BBB or pursue it civilly. We believe we were misled by ******* that we had an actual *** system. They have refused to remove the system and continue to bill us monthly. We have not armed the system since we discovered the issue but it still takes random pictures throughout the day. We want to have the system removed and have billing ceased. Can you please help us? Your efforts are appreciated.

  

  Business Response

  Date: 12/28/2023

  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: 01/10/2024

  Dear Better Business Bureau,
  
  Please accept this as our formal response to the rejection. We understand the customer’s dissatisfaction regarding the previous response, but our decision remains the same. Safe Haven has acknowledged the customer’s billing concerns and have advised monthly billing is drafted directly from ***.
  
  Additionally, Safe Haven has already confirmed the customer's cancellation request was honored and processed prior to Safe Have being permitted to provide any additional resolution assistance. At this time the account has cancelled and a remaining balance is due. It is at the discretion of the customer to remove the system, as it is no longer active. Should the customer fail to fulfill the balance due, he will be subject to additional collection efforts.

  Thank you for your time.

  Sincerely,

  Safe Haven Security Services, LLC

  
  

  Customer Answer

  Date: 01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  *** and Safe Haven have not fulfilled the contract requirements by failing to resolve the panel camera issues. It continues to take random unauthorized photos inside our residence.  This is a serious invasion of privacy.  We do not believe we are financially responsible for a system that was presented fraudulently. 
  We never would agreed to have a system installed that takes unauthorized pictures of ourselves, guests, children and contractors.

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

• Initial Complaint

  Date:12/27/2023

  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 my home using Veterans United in August 2023. I was contacted by a sales representative for *** (and/or Safe Haven). The salesman told me if I go with *** I'll get a 1,000$ credit towards my install. He assured me that *** has a 6 month satisfaction guarantee or I'll receive my money back. It would require a 3 year contract. On August 22nd 2023 a technical came to my home to begin the installation. It was completed on the August 28th. I have a 2.5 acre lot with 3 buildings. It's in a rural area surrounded by wooded land used for hunting. I needed 6 cameras installed. With the 1,000$ voucher it came to about 2,400$. I have an anxiety disorder and have been diagnosed with PTSD in 2008 while I was enlisted. I need the availability to access the live streams and camera footage 24/7. I was assured that *** was the biggest and best in home security and they have this feature and more. They do not. You can't watch the cameras live. The system will only allow you to watch one camera at a time, temporarily. Their system workd by a video clip that records for up to 30 seconds when an event happens. It is limited to 6,000 clips per month. It resets at midnight on the last day of the month. I live in an area that is zoned agricultural residential. I reached my 6,000 clip limit about halfway through the very first month. The system will only record if an alarm is triggered. I get wildlife, insects, weather events and cars that drive by my house, that causes the system to trigger an event. I've had several problems with *** and have spoken to several representatives several times. I would like *** to honor their 6 month satisfaction guarantee or your money back policy. I am not satisfied with their system. They do not get to dictate when I am satisfied. I have spoken with their Managment and gave them the opportunity to satisfy me (which they require). I do not feel safe in my own home. I gave them a chance. It is not for me. My mental health has deteriorated.

  

  Business Response

  Date: 12/26/2023

  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: 01/02/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) final response to the rejection. We understand the customer’s dissatisfaction regarding the previous response, but Safe Haven’s name and the title “Authorized Dealer” can be found throughout the entire Alarm Services Contract. Safe Haven does not impersonate ***, nor does it offer a “satisfaction guarantee”.
  
  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 be experiencing any additional service concerns, he may utilize the previous contact information provided to assist with any service issues he may be experiencing. Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/04/2024

  
  Complaint: ********
  I am rejecting this response because it is unacceptable.

   

  Dear Better Buisness Bureau, 

  Although I am not an attorney, nor have I had legal training, I was intentionally mislead in to believing that I had a 6 month money back guarantee. I believe this was intentional and recklessly done to entice me into entering into this contracting. Safe Haven may, or may not be, an authorized dealer of ***. I do not know for certain. What I do know is that Safe Haven, and ***, are not above the law.

  It is my understanding that the Misrepresentation Act of 1967 exists to protect consumers from false or fraudulent claims that induce you into buying something, or entering into a contract and allows you to claim damages in the case of fraudulent misrepresentation.

  The author of the "Official response of Safe Haven LLC" may or may not believe what they are saying is in fact. I do not know for certain. What I do know is I was mislead into believing that I was getting an *** security system. This is why I went with them. I made it clear in the survey sent to me that I was not happy. Which is probably why they sent a second one. Attached are screen shots of the messages I received on August 22nd, the day the system began to be installed. It was not complete until August 28th. Attached are screen shots of the day the technician calibrated the cameras, when he came to finish the job.

  I have respectfully asked Safe Haven and *** to take their equipment back and refund my money. That would have been the end of it. I believe that was a fair and just compromise. *** told me I can't cancel my contract without owing them over a 1,000$. I spoke with the manager who claims to have the final say in the matter. This is one of the many phone calls made to *** via the service number provided in the app for customer support. The app that says ***. If what she has said, on a recorded line, is true. She has agreed that I am under the control of ***s discretion. 

  The sign in my yard says ***. The emblems on my windows, that came with the equipment, say ***. *** charges me a monthly service fee on their very own website. The same website that has a 6 month guarantee, or your money back claim. It doesn't say anything about it excluding customers who signed up through authorized contracted service providers.

  It is very clear that *** and Safe Haven have misconstrued the fact that their buisness practices are unethical and illegal. I believe that if an unbiased investigation is done, this will indeed be discovered. I cannot begin to imagine how many people have been taken advantage of from *** and Safe Haven. I am respectfully asking the Better Buisness Bureau to do what it can to trigger an investigation. No fine print in any contract can supersede Federal Law. We all are bound by contracts that are weaved with the law. 

   

  The technician who has come to my home 3 times seems like a good kid. It is my understanding that his supervisor is also an experienced technician. When the kid came out the last time, on December 6th to relocate a camera, it has not been functioning correctly. I have spoken to ***s customer support and they adjusted the contrast. It still doesn't function at night. Nor has the camera been recalibrated since its relocation. I respectfully request that a more experienced technician come to my home. An appointment scheduled for 12pm with a 2 hour window doesn't mean 6 am. 

   

  Thank you for your time.

   

  Very Respectfully, 

  ******* ** ***** ********

   

• Initial Complaint

  Date:12/26/2023

  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.

  On 11/22/2023 the service was installed by ***** ****** ** * ****** he told me verbally that I had 30 days to cancel the service if it wasn't a good fit. I paid $68 to activate the service. On 12/5/23 I called to cancel the service and I was told I had to pay $1700 to cancel the service because the equipment is mine to keep. I was not told of this before hand if so I would have not agreed to the service. Safe Haven Security services LLC is a scam and they are trying to scam me out of $1700.

  

  Business Response

  Date: 12/27/2023

  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. Safe Haven strives for customer satisfaction and are truly sorry to hear that these standards were not met in the customer’s experience with us. We would like to take the opportunity to acknowledge the customer’s concerns and provide some clarity.

  First and foremost, we would like to clarify the effort that is taken to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. Prior to Safe Haven installing the services, the customer conducted a recorded compliance call with authorizing significant details of the agreed upon services to be installed. Following the call, Safe Haven provided an electronic contract that required a security encrypted process to authorize a customer's signature for the service agreement. Each electronic signature placed on the contract is generated by the customer inputting a unique pin known only to them. The pin is sent via SMS message to an authorized phone number on the account, and then a copy of the contract is sent to the designated email address for the customer's review.

  Additionally, Safe Haven understands the importance of allowing customers to review the contract terms in detail, therefore, we provide a customary rescission period outlined within the service agreement. This allows each customer the opportunity to thoroughly review the contract and make an informed decision to move forward. It is important to note that in addition to the electronic contract, Safe Haven collected signatures from the customer acknowledging the terms and conditions referenced above, further disproving the customer's claims.
  Furthermore, the terms and conditions the customer agreed to disclose Safe Haven’s information, the service agreement length, and a rescission period. The contract specifically outlines terms regarding early termination outside the rescission period that can be found on page 5, under paragraph 2. Should the customer had chosen to enforce his right to cancel during the rescission period, he would have been eligible to cancel penalty-free. However, the customer has requested to terminate services outside the rescission period, deeming him ineligible for a penalty-free release.

  Nevertheless, based on our review, we are unable to honor the customer’s request of a penalty-free cancellation or a refund. We stand by the terms and conditions agreed upon and the measures taken to disclose all necessary information upfront. In efforts to provide excellent customer service and maintain a positive relationship, Safe Haven would be happy to help address any additional questions or concerns the customer may have. We can be reached Monday through Friday, 8 AM to 7 PM central time. Should the customer be unable to utilize the phone number listed above, they may contact our customer service department by email at [email protected]. Thank you for your time and consideration.

  Sincerely,

  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/04/2024

   
  Complaint: ********
  I am rejecting this response because: no matter what that piece of paper says the technician said something different to complete the sale on thanksgiving eve. I appreciate your time and patience with this issue however they are a scam and its okay check the reviews I"m not the only customer this has happened to  but they keep getting over due to the contract that no one reads. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/08/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) final response to the customer's rejection. Our priority is the customer’s comprehension of the contract she entered into and the terms she authorized reading. We believe it is important that we focus solely on the details of her account.
  
  After reviewing the account records thoroughly, Safe Haven has been unable to find any evidence to support allegations of a scam, impersonation of ADT, or that the customer was unaware of the designated 3-day rescission period she authorized. It is a customer's discretion to review the Alarm Services Contract (“the Contract”) terms in detail, specifically the rescission period, but it is important to note Safe Haven provided all necessary information upfront to maintain transparency.
  
  Furthermore, should a customer choose not to read the Contract terms and continue with the service agreement, the terms of the agreement still apply. We understand our decision may be unfavorable, but we are upholding the terms and conditions the customer signed for. At this time, if the customer would like to terminate the service agreement, she would be subject to the early termination fees. Thank you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/26/2023

  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.

  I am a new home owner. I purchased a new home in ******** ******* subdivision in Semmes, Alabama. The ** ****** homes are contracted with Safe Haven Securities, LLC, a local *** authorized dealer. My home came with a new smart home panel. The panel has had malfunctions since October 2023. I purchased the home in June 2023. I contacted ** ****** warranty and they referred me to Safe Haven, locally & by email. No response.

  

  Business Response

  Date: 12/27/2023

  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 the customer’s experience. After reviewing the account, Safe Haven received an email outside business hours from the customer on December 26, 2023. Safe Haven provided a response today, December 27, 2023, and notified division management to help assist the customer with their concerns.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and look forward to resolving this matter quickly, however we kindly ask that the customer allows 24 to 48 business hours to hear from management. A member of our technical support team will be contacting the customer directly to discuss their concerns in detail and work towards finding a resolution that meets the customer’s satisfaction. We thank the customer for their patience throughout this process and look forward to speaking with him soon.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/30/2023

   
  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:12/20/2023

  Type:Billing 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 would like to cancel my account without a huge 75% penalty. A salesman showed up in my driveway without an appointment. I told him he could tell me about ADT but that I wouldn't get it installed. I was essentially beaten into submission. I said I couldn't afford the monthly charge but the salesman assured me that I would get a good homeowner's insurance discount that would make it affordable. Well, that didn't happen. My insurance company gave me exactly $1.00!!! So I am paying way over what I can afford and the salesman - even after 4 calls to him - won't return my calls. I want out of my contract - but I may be stuck. A three year forced payment period seems really abusive. I should have insisted on a NO answer - but I felt he was telling the truth about the insurance discount. He wasn't.

  

  Business Response

  Date: 12/19/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  **** ***** ******** *** * **** *** ***** ****** ***** ** ***** ***** ******** ****** ******* **** ** ** *** ******* ********

  

  Business Response

  Date: 12/21/2023

  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. Safe Haven Security 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 all frustrations the complainant has expressed and would like to take this opportunity to address the concerns raised by the customer.

  After reviewing the customer’s complaint, Safe Haven is unable to find any evidence supporting any of the complainant’s allegations. First and foremost, we would like to clarify the effort that is taken to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. Prior to the installation, the customer conducted a verbal compliance call authorizing significant details of the service agreement. During the installation, the customer was provided physical documents at the installation detailing additional equipment and the associated cost to purchase it, and the customer provided both electronic and wet signatures authorizing his understanding.

  Additionally, Safe Haven understands the importance of allowing customers to review the contract terms in detail, therefore, we provide a customary rescission period outlined within the Alarm Services Contract  (“ Contract”) authorized by the customer. This allows each customer the opportunity to thoroughly review the contract and make an informed decision to move forward. It is important to note the Alarm Services Contract does not guarantee specific insurance discounts, and any discounts provided are at the discretion of their provider, not Safe Haven.

  In conclusion, the terms and conditions the customer authorized give explicit details regarding the rescission period and the steps to enforce said right. The Contract also outlines the terms regarding early termination outside the rescission period found under “IMPORTANT TERMS AND CONDITIONS”, on page 5, paragraph 2. Should the customer had chosen to enforce his right to cancel during the rescission period, he would have been eligible to cancel penalty-free, however, the designated time period has surpassed and the customer is subject to the early termination fee. We understand our decision may be unfavorable.

  In efforts to provide excellent customer service and maintain a positive relationship, Safe Haven would be happy to help address any additional questions or concerns the customer may have. We can be reached Monday through Friday, 8 AM to 7 PM ******* **** ** ************* ****** *** ******** ** ****** ** ******* *** ***** ****** ******* ** *** ******* ** ** ***** ** ******************************** ***** *** *** **** **** *** ************** **********

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/12/2023

  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 TRANSACTION 9-22-2023 I contacted *** after a referral from my home lender ******** ****** **** ***** to install security equipment. I decided to use *** as they offer a 6 month *** MONEY-BACK SERVICE GUARANTEE. Unbeknown to me *** used a subcontractor to install the equipment-SAVE HAVEN SECURITY SERVICES LLC. Their contract states in bold print they are an *** AUTHORIZED DEALER. However there contract makes no mention of the *** 6 MONTH MONEY BACK GUARANTEE. As I had to have 3 service visits to correct their equipment I contacted *** to cancel the service and return my monies. It was at that point the *** rep informed me that they have no control over their subcontractor Save Haven and is unable to provide me with any relief. When I contacted Save Haven to attempt to cancel and mentioned the *** 6 MONTH GUARANTEE I was told that Safe Haven does not honor the *** GUARANTEE. To me this is a pure scam by ***

  

  Business Response

  Date: 12/09/2023

  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: 12/13/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by the customer. We sincerely apologize for any inconvenience and deeply regret any frustration this may have caused the customer, as we strive for an excellent customer.

  In efforts to provide resolution to this matter, Safe Haven has successfully released the customer from the Alarm Service Contract and issued refunds towards previous purchases. Safe Haven appreciates the customer’s understanding, and we are hopeful our efforts will help repair the relationship.
  
  We kindly invite the customer to reach out to the direct point of contact he had been working with should she have any additional concerns. Once again, we appreciate the customer's patience and understanding through this process and thank them for their time.

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/15/2023

  
  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,
  
  ****** ******