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:12/12/2023

  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 have been having issues with this company, that is an authorized dealer of **** almost from the date of installation. It started with a smoke detector that continued to alert *** when they called, they would tell me I had to speak with Safe Haven as the system was still under warranty. When I finally broke down and called them after 15-20 false calls and the new issue of the system making a beeping noise all day and night, they sent a tech out 10/27/23. He switched out all 3 smoke detectors saying they were in a "bad batch" that they knew about that date range and changed the location of the problem detector. He also moved the garage door sensor, WHICH STILL gives bypass notifications, tested the front door lock, which randomly gives a Jammed notification, and tested the system on the panel. Immediately after this, the new smoke detector started going off AND the system itself continued making the beeping noise which I submitted via video to the original agent that never contacted me as she said she would. The system was alerting nonstop at 2 a.m which is very disruptive to my family. 10/31 they came back out. The tech ran some more test and ultimately removed the smoke detector on the 2nd level. I am still having issues with the front and garage door sensors. Now I have changed internet providers and the cameras will not sync and they want me to take off work AGAIN AND pay a service charge for them to come out and do it because it isn't under warranty. When the system was installed, the tech said it would be fine, just change it on the pads and showed us how. Now all they can say is "it's in the contract" which they want me to pay over $1000 to get out of. WHEN IS SOMEONE GOING TO DO SOMETHING ABOUT THIS COMPANY and THEIR WAYS? All these people can't be lying about their predatory ways. It's absurd to have to pay someone because I switched internet providers, which I told them I would be in the beginning when the better service became available in the area. HELP!

  

  Business Response

  Date: 12/12/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven values its customers and strives for an excellent customer service experience, and we deeply regret any frustrations the customer has endured. The customer has noted their understanding of the terms and conditions signed, specifically those regarding internet services and early termination fees, however, we acknowledge the customer’s dissatisfaction with both at the present moment.

  Based on the information alleged within the complaint, Safe Haven has not found any evidence to support a penalty-free release of the services, or eligibility to have trip fees waived for service interruption caused by the customer's actions. It is important to note that the customer took sole responsibility for providing compatible internet connectivity for the equipment and services installed when they authorized their signature. The Alarm Services Contract is explicit in detailing warranty exclusions, including loss or disruption of Internet connectivity.
  
  Additionally, when the customer notified Safe Haven of her concerns regarding the camera function, Safe Haven offered to provide troubleshooting at no cost. Unfortunately, the customer was unable to reach the cameras on her own, and as an alternative, an onsite service visit was offered with the associated service fees. The customer became escalated and declined scheduling a service appointment before disconnecting the call.
  
  Furthermore, Safe Haven has not been to the residence in over 30 days. Any service issues the customer may be experiencing at this time would require a service fee in order for a technician to help identify the problem and help provide resolution assistance. We acknowledge the customer may find our process unsatisfactory, but we are upholding the conditions the customer signed.
  
  At this time, if the customer wishes to forego resolution assistance and would like to terminate the service agreement, she would be subject to the early termination fees. Safe Haven strongly encourages the customer to our customer service department once she has decided how she would like to move forward. Safe Haven can be contacted Monday through Friday, 8 AM to 7 PM central time. Should the customer be unable to utilize the phone number listed above, she may contact our customer services department by email at *******************************. Thank you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC
  

  
  

  Customer Answer

  Date: 12/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Again, all these people have the same complaint about your predatory ways yet you put it back on the consumer. You know it makes no business sense for someone to pay you over $1000 to get out of these contracts. It is sad that we the consumers continue to suffer at the hands of this company and the home builders that are in bed with them. I provided internet service and told the tech the service Ms would be changed at the time of installation which he stated would be fine. You don’t take responsibility for that you just say it’s in the contract Stand behind your techs and your shoddy equipment 
  Sincerely,
  ******* ******

• Initial Complaint

  Date:12/11/2023

  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.

  I signed a contract with safe haven on 10/19/2023 after purchasing my new home. They told me that I would receive a $500 voucher and receive 3 items free but I still ended up with a bill of $800 worth of equipment charges. The representative did not advise me of the additional prices or monthly service charge. They only told me I would pay $100 for installation . I received a call from my technician ******* on 12/7/23 stating that I needed to resign my contract. He said that nothing changed but his supervisors were unable to see the contract in their system. ******* then asked me to electronically sign the contract while on the phone with him. I trusted ******* and went ahead and electronically signed the contract without reading it due to him stating that nothing changed. Today 12/8/23, I noticed a charge from ADT on my bank statement. I called ADT and was advised that my bill increased from $49.99 to $63 due to the amended contract. My issue with this transaction is that I was told by Dominic that nothing changed with the amended contract . I was also told that the contract did not show up in the system when in fact it does. I was able to review both contract online. I called ADT and they advised me that the amended contract could be voided within 3 days of signing it. Being an adult, I understand that I should not have signed the contract without fully reading it. What I do not understand is, why would my bill increase months after I signed the initial contract and have not made any changes to my service. I trusted ******* and only decided to go forward with initially setting up the service due to him being such a gentleman. What I am most concerned about is, if there was an issue with the pricing of the initial contract why couldn’t someone verbally communicate that with me instead of tricking me to re sign a contract. I reach out to Dominic and safe haven by phone and email but both were unsuccessful. They never answer the phone or return calls.

  

  Business Response

  Date: 12/19/2023

  Dear Better Business Bureau,
  
  Thank you for bringing the customer's concerns to our attention. Safe Haven Security Services, LLC (“Safe Haven”) strives to provide an excellent customer experience and sincerely apologize for any frustration the customer has experienced. We understand the customer's concerns regarding information allegedly provided by their sales representative and would like to assure the Better Business Bureau that our company takes the details of this complaint seriously. Safe Haven has investigated this matter internally, and reached out to the customer to  make every effort to acknowledge and address the customer’s concerns.
  
  In efforts to resolve this matter amicably and ensure the customer’s residence remains protected, we will be issuing the customer a check in the pricing difference of the monthly rates ($10) for the full term of the contract, totaling $360. The customer has graciously accepted our resolution efforts, and we could not be more thankful. Safe Haven thanks the Better Business Bureau for this opportunity, and we apologize for any inconvenience caused. We appreciate Ms. ******** patience and understanding while we worked towards providing her with a satisfactory resolution to her concerns.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/05/2023

  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.

  So I just bought a house. In September 2023 a sales rep came to my house and told me we get a free security system if we pay for the monthly subscription. I asked point blank if we would be able to cancel at anytime if we decided we did not like the system. We were told we could cancel at any time no problem. So we agreed to give it a try. We tried it out for a few months most of which we did not have access to our cameras because we could not get a hold of anyone at safe haven to come fix them. About a month and a half we did nit have working cameras. So I decided it was not worth having I asked to cancel and they want to charge 1500$ to stop services.

  

  Business Response

  Date: 12/06/2023

  Dear Better Business Bureau,

  Thank you for bringing the customer's concerns to our attention. We understand the customer's concerns regarding information allegedly provided by their sales representative and the contract terms. Safe Haven would like to assure the Better Business Bureau that our company takes the details of this complaint seriously, and as a result, we have conducted an internal investigation. After a thorough review, Safe Haven 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 authorized by the customer acknowledging the 36-month contract term and an authenticated electronic signature on the Alarm Services Contract that identifies the contract term length explicitly throughout its entirety. Safe Haven provides all the necessary information upfront for the customer to review at their discretion. The time period permitted to enforce a penalty-free cancellation is detailed and disclosed on its own document for the customer’s review. We do 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 within the designated time period.
  
  It is important to note, 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, term 2) Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with their cancellation request. We kindly invite the customer to contact us directly if she would like to move forward with the cancellation process and the associated fees. Safe Haven can be reached at ************, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, she may also contact us by email at [email protected].
  
  Thank you for your time and your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 12/07/2023

  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 customer can cancel at any time. Safe Haven previously addressed that in the event a customer requests to cancel services outside the designated rescission period, they are subject to the terms they signed and agreed to. If the customer failed to read when the rescission period ended or did not exercise their right to a penalty-free cancellation in the time permitted, that is at the discretion of the customer.
  
  Although our decision may not be favorable to the customer, our decision remains the same. They may contact us directly to move forward with the cancellation request with the associated cost. Thank you for your time and consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:as I stated in the last letter, safe haven is openly ignoring the fact that they are willingly letting their employees lie about their products. I am paying 70+ a month for service they can not even fix for me. None of my cameras work. Iagreed that not reading the contract was my fault and i be willing to keep the service due to my negligence but the fact that my service has not worked a majority of time ive had service and still does not work after having been told they would get fixed is not right. They will not even acknowledge that their or doing anything about their reps giving misleading info
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/01/2023

  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 had security system installed. I have had issues/problems with the system within first few days of installation. They have been out multiple times. When I called this time, 4 months into service for another sensor not working and camera I was told there would be a $63 fee. Note the last time there were here they said to let them know if I continued to have problems with my camera and did not fix at that time. When I tried to cancel I was told I owed 75% of the balance of the service equipment after I already purchased $3000 worth of equipment that still does not all work.

  

  Business Response

  Date: 12/01/2023

  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.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: ********
  
  I am rejecting this response because: They are requiring a fee to come out to see why I am having trouble with system.  I have had trouble since the original installation. They have been out multiple times.  I have paid mult times for customer service and still have poor video reception.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/05/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s rejection. We understand the customer’s dissatisfaction regarding the previous response and would like to take this opportunity to address the customer’s additional remarks. Please note service fees are applied after the first 90-day warranty period and in the event a customer is in need of service assistance outside the first 90 days, a service fee is applied. Safe Haven serviced the customer’s residence on 11/1/2023 and advised the customer the camera malfunction was attributed to the signal strength of the Wi-Fi within the home.
  
  During the service visit, Safe Haven informed the customer we offer equipment that can help boost Wi-Fi signals at their discretion to purchase. Safe Haven returned to the customer residence on 11/6/2023 and installed a signal booster. Before leaving the residence, Safe Haven received confirmation the camera was functioning to the customer’s liking.
  
  Furthermore, Safe Haven does not have jurisdiction over the customer’s wireless connectivity. When the customer signed the Alarm Services Contract, they agreed they understood that it was their responsibility as a customer to provide sufficient internet resources compatible with the services Safe Haven installs. In the event issues occur sounding the functionality of supplemental devices, it does not deem the customer’s eligible for a penalty-free release or a refund. Safe Haven’s last service request occurred on 11/6/2023, and we have not been to the residence since. At this time, our decision remains the same. We kindly encourage the customer to contact us should she have any additional questions or concerns.

  Sincerely,

  Safe Haven Security Services

• Initial Complaint

  Date:11/29/2023

  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.

  This is a dealer for *** ******** ********. For two weeks (and 4 hours of accumulated time) I have been trying to cancel my monitoring service. The trick is, they have you wait on hold (32 minutes) to get to someone who says you have to be transferred to the cancellation team which involves another 30+ minute wait time. Of course, they don't want you to cancel and so they make it nearly impossible. Super bad business practices and the public should be made aware that they should not do business with this company.

  

  Business Response

  Date: 11/29/2023

  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 strives for an excellent customer experience and deeply regrets any frustrations the customer has endured over this matter. We acknowledge the customer’s concerns regarding the cancellation process and would like to take this opportunity to address them.
  
  After thorough review of the customer’s account, Safe Haven has been unable to find any evidence to support the customer be awarded a penalty-free cancellation. The customer authenticated an electronic signature authorizing his understanding of the Alarm Services Contract, specifically, the rescission period explicitly identified throughout the Notice of Cancellation document. It is important to note Safe Haven provided all the necessary information upfront for the customer to review during the installation and after.
  
  Additionally, Safe Haven understands the importance of customers reviewing the contract terms in detail; therefore, a customary rescission period is granted. The customer had the opportunity to thoroughly review the contract and exercise his right to a penalty-free cancellation within the designated time frame, but failed to do so.  Safe Haven did not intrude on this right, nor prevent the customer from enforcing it, as it simply required the customer to sign and date the Notice of Cancellation within the designated time period.
  
  Furthermore, customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, term 2) Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with their cancellation request. 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

• Initial Complaint

  Date:11/29/2023

  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.

  Hello, We were contacted by the sales representative, ****** ******** for the *** security system and had scheduled the installation. However, before the installation, we found out that there’s another company that could offer more than what’s provided by Safe Haven and at a better price. As a result, we decided to cancel the installation with Safe Haven. During the call, the sales representative assured us that he could match everything offered by the other company, and we believed him. However, when the installer came, they didn’t fulfill any of the promises made by the sales representative, claiming that these items were not on the order list. I reached out to the sales representative, who instructed me to speak with the manager, ******* Ashley assured us that the installer would come out again and complete the missing parts. The installer did return the next day and added one more piece of equipment, but it still did not include everything that should have been part of the installation. At this point, no one is responding anymore, and we cannot get in touch with ****** or ******* The job remains incomplete. We were made to sign a "contract" before the installation to set up the account. We believe this contract should be void, and we are requesting that they come out to remove everything. We do not wish to continue working with a company that seems to be untruthful in their promises.

  

  Business Response

  Date: 12/08/2023

  Dear Better Business Bureau,
  
  After review of the customer’s complaint, Safe Haven Security Services, LLC (“Safe Haven”) want to take the opportunity to acknowledge the customer’s concerns. Safe Haven values its customer and strives for an excellent customer service experience, and we deeply regret any frustrations the customer has endured based. As a result, we have escalated this complaint to the highest level within the division, and it is currently being investigated by the Director of Inside Sales.
  
  Safe Haven kindly requests that the customer allow upper management additional time to thoroughly review and investigate this matter. Safe Haven will have a member of management contact the customer at their earliest convenience to discuss resolution options moving forward. We apologize for any inconvenience caused and appreciate your understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC
  

  

  Business Response

  Date: 12/12/2023

  You're welcome! We appreciate your patience and understanding. Thank you for your time.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/12/2023

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

• Initial Complaint

  Date:11/27/2023

  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 had Safe Haven install a security system on Oct 25th. since then I have had technicians out 4 times for malfunctioning equipment and now, for the 5th time, I have malfunctioning sensors again. I have asked twice to have the system removed and have my money refunded but they refuse to do so. This system does not work and they refuse to do anything except to keep coming out and replacing sensors which routinely fail again within hours of the tech leaving. I had to ask twice to have a manager come out and he refused to refund me and remove the system from my property. I want Safehaven to remove their equipment and cancel my *** service because this system does not work as they advertised.

  

  Business Response

  Date: 11/30/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We understand the customer's concerns regarding their services and the equipment installed and would like to assure the Better Business Bureau that our company takes the details of this complaint seriously. Safe Haven is currently in communication with the customer and actively working towards resolution options.
  
  In efforts to provide excellent customer service, Safe Haven has thoroughly reviewed this matter and have an ongoing investigation being conducted. It is important to note, Safe Haven has received notices on a few different platforms from the customer within the last 24 hours and kindly ask for your patience while we complete our investigation. We appreciate your time and thank you for your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 12/07/2023

  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 upper management has been in contact with the customer. It is important to note, the customer was informed on earlier visits that the pole barn was a separate structure from the main structure and that there may be coverage issues due to distance, but the customer insisted.
  
  In efforts to provide customer satisfaction, Safe Haven has offered to replace pole barn sensors with POWER G sensors, at no cost, in order to accommodate *** ******* but he has declined. Safe Haven is making efforts to provide a resolution for the customer so that he may still have his home protected. In order for Safe Haven to honor a six-month money-back guarantee, we must first be able to exhaust all efforts to provide a resolution. However, if the customer would like to forego resolution assistance, he will be subject to the contract terms. We thank you for your time and appreciate your understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/08/2023

  Safe Haven is lying!  Upper Management has NOT been in contact with me.  Yesterday I was left a voicemail from a regional technician manager named *******) but I have not spoken to him yet because when I called him back he said he was in a meeting. I have not heard back from him today and there has been No communication via Email or any other method to resolve this situation.  

  How many more times does Safe Haven have to come out to my house and replace broken malfunctioning equipment before in their mind they have exhausted all efforts to fix my system.  what happens in 90 days when it's still malfunctioning and then they say I have to pay to have them come out to fix things?  According to *** they will honor their guarantee after 3 attempts to fix a problem.  Safe Haven has been out FOUR times and it still isn't working.  Why doesn't Safe Haven honor the guarantee of the products they are installing?  

   

• Initial Complaint

  Date:11/22/2023

  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.

  My husband and I purchased a house in May of 2023. Our house came with *** ******** and we were told we only needed to pay a $100 installation fee. The person who came out to install everything offered all of the additional bells and whistles but we declined stating we cannot afford anything extra. No extra security cameras, no cloud, nothing extra. The installer did in fact install an extra camera in our house and now *** *s saying we signed up for it and we are being forced to pay for it. My husband has a screenshot of a signature on a document with them that is not his signature. *** is stating there is nothing that can be done. I want them to take back what is their property and to adjust our payment to the basic included pricing.

  

  Business Response

  Date: 11/22/2023

  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: 11/27/2023

  Dear Better Business Bureau,
  Thank you for bringing the customer's concerns to our attention. We understand the customer's concerns regarding the installation technician 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 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 verbal compliance recording captured of the customer prior to the installation and a home customization sheet authorized with a physical signature by the customer acknowledging the additional equipment purchase. The customer also authenticated an electronic signature authorizing his understanding of the Alarm Services Contract that identifies Safe Haven and the contract term length explicitly throughout its entirety.
  
  It is important to note, Safe Haven provides all the 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 authorization of reading and understanding the terms. The time period permitted to enforce a penalty-free cancellation is detailed and disclosed on its own document for the customer’s review. We do 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 within the designated time period. Customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, term 2)
  
   At this time, Safe Haven has been unable to find anything supporting the customer was unaware of the additional equipment purchased or the Alarm Services Contract that was signed. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with their cancellation requests. We kindly invite the customer to contact us directly if he would like to move forward with the cancellation process. 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

• Initial Complaint

  Date:10/24/2023

  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 was called by this number in the screenshots by the name of **** from adt. He informed me that he saw that the house was listed for sale and offered to transfer adt services to the new address. He told me if I transferred services cancellations fees would be waived as service would still be active. My Florida address services were never canceled and I was being double billed for services in two different states. And when I called today they are now telling me I have a contract at the Florida address would have to pay 75% of the contract after I’ve already paid for new equipment fees and billing.

  

  Business Response

  Date: 10/20/2023

  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: 10/24/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by Melissa Magee. After review of the customer’s complaint, it would seem that there is some confusion regarding the appropriate company this complaint should be directed to. Safe Haven cannot speak for guarantees/ conditions implied by ADT personnel and kindly request any concerns regarding such be redirected to the appropriate company to address.
  
  At this time, the account the customer established with Safe Haven on August 31, 2022, has been terminated and currently has a remaining balance owed. However, if the customer has relocated her services through ADT directly and has an active account, we kindly invite her to provide Safe Haven with her new address, the primary phone number, email, or ADT BLUE ID # on the new account. Once provided, Safe Haven will issue a request to ADT to reverse the charges. Our Customer Service Department can be reached at ************, M-F 8:00am-7:00pm CT. Should she be an active-duty military service member and have been ordered to move, she may be released without penalty pending a submission of verified orders to [email protected] for review.
  
  We apologize for any inconvenience caused and appreciate your understanding in this matter. Thank you for your time,
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:10/03/2023

  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 started my services on June 26th. Last week on 9/26, I talked to Safe Haven after waiting for 30 minutes. I explained to her that 1. my smoke detector continuously went off or beeped so it’s been disconnected for at least a month 2. I wanted to cancel my services because I can’t use it with an crappy smoke detector and 3. They never got back ahold of us about the $200 voucher that was promised. She told me I couldn’t cancel without paying 75% of the total amount of the contract months left which was 33 months. I asked her about the contract and she sent me a copy of it. I told her that the person that signed me up for this never said anything about a contract. She continuously told me that I signed the document. Unfortunately, my husband was at home while I was at work dealing with the man who was setting up the system. I was told I needed to hurry and sign all of the documents before he could start. So I did. When I was on the phone with ****** *******, he gave me these details “63.99$/month + 10-15% discount on homeowners insurance. 3 cameras outside(could buy more up to 8), contacts on doors, glass break protection, 2 way voice capability at the door (panic button for children) Can access everything on your phone. 160 degree angle for camera and whistles at people if there is someone close near on lockdown. Sends updates immediately. Panel can view cameras. 129$ activation fee, no installation fees. Then 2 days later, the 64$ would come out. We would have $200 for whatever else voucher. Suggested a smart smoke detector 220$ (if signed up today)” which I remember because I took notes in my phone. Not once did he mention I was signing a 36 month contract. Then ***** *****s told me that I only had a 3 day trial period. I asked to talk to a supervisor and she told me that she couldn’t do that and ****** will reach out to me in 24-48 hours. It has been a week. No one has reached out to me and ****** never returned the call for the $200 voucher.

  

  Business Response

  Date: 10/04/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ****** *******. We strive to provide an excellent customer experience and based on the concerns listed within the complaint it would seem we have fallen short of our own expectations. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter.
  
  Safe Haven makes an 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 understand the importance of allowing customers to review the contract terms in detail. Therefore, Safe Haven provides a customary rescission period outlined within the contract terms that permits the customer to thoroughly review the agreement and make an informed decision to move forward. In the event the customer chooses to enforce their right to cancel during the rescission, they are permitted to cancel penalty-free.
  
  At this time, Safe Haven is unable to issue a penalty-free release to the customer. The contract outlines terms regarding early termination outside the rescission period that can be found under the “IMPORTANT TERMS AND CONDITIONS”, paragraph 2 on page 5. It is important to note that the customer may cancel at any time, however, should a customer cancel outside the designated rescission period the customer will be subject to the associated early termination fees referenced above.
  
  Unfortunately, Safe Haven has not been given any notice of service concerns since July. Should the customer have any additional servicing concerns, she may contact Safe Haven to schedule a service appointment so that we may evaluate the system. We regret we are unable to fulfill the customer's desired expectations in this instance, but we are happy to help offer resolution assistance to address any servicing concerns. 
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,

  

  Business Response

  Date: 10/06/2023

  Dear Better Business Bureau,
  
  After a thorough review of this matter, we stand by our original decision. The customer was provided all the necessary information upfront, a rescission period, and authorized she read and understood the terms of the Alarm Services Contract  when she signed. It is under the consumer's discretion whether to enforce their right to cancel, should they fail to do, so they are accepting the terms and conditions agreed upon. Although our decision is not what the customer has preferred, we assure you we are complying with the terms and conditions agreed upon.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 10/10/2023

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

  I am seeking further help legally. 

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