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:09/28/2023

  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.

  We purchased a new home through ** ****** on 08/19/2023. The home would be equipped to be a smart home free of charge for years by the builder. Before closing on the beginning of august Safe Haven contacted us and said they were in charge of the installation, they said in order to receive the free smart features we would need to pay for their security system, since we truly wanted our home smart, we agreed. However, on closing day we were told that service was not mandatory so the day of the installation on 08/21 we indicated to the installer that we did not want to get any service only what came with the home. He was extremely adamant and insisted for hours and we kept declining. He made us sign paperwork supposedly related to the installation alone. We kept indicating that we did not want any service and he said we would not be monthly charged for anything. Less than a week later I received an email saying my card was going to be charged for a second time on 09/22 and that my card was on auto pay, which we never agreed to do. I contacted the company and told them I specifically and repeatedly indicated I did not want any service and they said their cancellation policy was for only 3 days. I received different emails the day of the installation and none of them said anything about my card being charged that same day (not after their trial period) but did receive one once that type passed. I trusted in the word of their installation that he did what I told him to, and not to sign us up for any service I didn’t know about this until days after I could do something about it. If you read their reviews, they have hundreds of 5-star reviews from new users coming out each day, covering actual reviews made by people that feel unsatisfied with their deceiving practices that only want a solution. We want to terminate that contract that we never agreed to without having to pay any termination fee that we did not sign up for.

  

  Business Response

  Date: 09/28/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******** ******. Safe Haven believes in providing our customers the freedom to make decisions that align within the terms of the agreement and strive to provide an excellent customer experience. Based on the concerns listed within the complaint it would seem we have fallen short of our own expectations, and we would like to extend our apologies for any and all frustrations the customer has endured throughout this matter.
  
  First and foremost, we make 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. Safe Haven utilizes electronic signatures which are generated by inputting a unique pin known only to the signer, and then a copy of the contract is sent immediately  to the customer for their review at the designated email address provided.
  
  Additionally, the customer conducted a compliance recording that acknowledged her understanding of the services, the terms, and whether she was opting to obtain the services during the installation or solely the smart home features. The customer confirmed wanting to acquire the security services and provided all the necessary information to Safe Haven to process her request. Please note, if the customer had not intended to activate security services, Safe Haven would not have collected any billing information. If the customer’s sole intent was to only activate the smart home features, the customer would not have been asked for billing information, nor would there have been an opportunity for her to provide it for any other reason.
  
  Secondly, Safe Haven understands the importance of allowing customers to review the contract terms in detail. Therefore, Safe Haven provides a customary rescission period outlined within the Alarm Services Contract that permits the customer to thoroughly review the agreement and make an informed decision to move forward. As mentioned above, the customer is provided a copy of the Alarm Services Contract the moment it is signed. In the event the customer did not want to move forward with security services, she had every right to enforce her Notice of Cancellation document during the rescission period, but didn't.
  
  Furthermore, the Alarm Services Contract was signed on August 21, 2023. Safe Haven did not receive any dispute to the contract or the security services until two weeks later (September 4, 2023). Within 48-hours of the installation, the customer had possession of an Alarm Services Contract and had been assessed charges from ADT for the monthly monitoring. The customer would have been well aware within the rescission period that security services were installed and would have had an ample amount of time to enforce her rescission period which further contradicts the customer's allegations.
  
  At this time, Safe Haven have is unable to issue a penalty-free release to the customer. Safe Haven provided all the necessary information indicating security services were installed and received the customer’s authorization to do so. The customer failed to cancel within the rescission period, and as a result, she would be subject to the early termination fees if she wanted to terminate the services. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions the customer authorized. If the customer would like to move forward with her cancellation request, we kindly encourage her to contact Safe Haven to make the necessary arrangements for early termination fees.
  
  Thank you for your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/28/2023

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

  1. Please provide to the BBB the recordings of *** *********** ****** and myself when he first approached us to make an initial appointment to make the installation of the smart home, where you will notice the wording used by said person and indicating when I asked if the service was not included with the builder that we needed to pay a $50 monthly fee in order to obtain the benefits that came with the home to make it smart, to which we agreed otherwise we felt (without knowledge) that otherwise all the offered features by ** ****** in terms of making the home smart, would not be included. Please do show as proof the deceiving part of his script to make new owners fall for this trap.

  2. After speaking with the builder representative and our realtor we were told that acquiring this service WAS NOT mandatory and could be declined. I can also provide voice messages regarding this subject where the builder representative explained to me that it was not included nor mandatory to have that service. 

  3. The day of the installation on 08/21 we told *** ***** after numerous tries from his part for us to buy the security system offered by Safe Haven which exceeded over $3,000 and to which we never agreed that were not interested in purchasing security equipment nor have a monthly payment fee for security services that we -by then- understood were not mandatory. To which he even suggested to skip it since and I quote “we only had a door and a sliding door to protect and it was not worth it”. Please also provide phone recording when I explained this to *** ****** and he apologized on behalf of the installer for suggesting not taking the service. Additionally *** ***** was so adamant during hours that he even tried to trick us into applying for a credit card for us to buy his equipments, something we never agreed to do and you can refer to the phone recordings as well for this. We are attaching a screenshot of the email that he made us open in our phone and fill out the information including my SSN for me to apply saying it was a “requirement” from Safe Haven to fill out that information. When I saw the word “APR” and the fact they were asking for my SSN I automatically told him we were not interested in applying for a credit card in order to buy his equipment that we never showed any interested for. Please see the attached file for this.

  4. *** ***** made us sign documents indicating they were about installation and installation alone, before signing we indicated him that we did not want any service nor a ”$500 voucher” that they were offering us if we paid a one time fee of $100 to purchase their equipments. I even indicated that part of the documents I was signing said that I was ok with giving them $100 for said voucher and I mentioned this to him to which he said it was just protocol and that it was ok for me to sign and that I did not have to pay those $100. 
  

  5. If we never paid anything additional other than what came with the home, why exactly would we decide -once we understood it was not mandatory- to purchase a service and a voucher that we did not need?

  6. ADT, which is the company they represent, offer between 3 to 6 months in case a customer decides to cancel for any reason in particular. How come this company, which only represents ADT only offer a 3 day period that was never mentioned to us until we indicated about the charge on our credit card? Which by the way, happened less than 2 week after, they were about 5 business day between the installation and the first phone call made once we received an email indicating a charge that was going to be made to my card automatically on September.

  7. I will provide proof of emails received before and after august 21st including different ones on the day of the installation none of which indicated something within the lines of “we received your first $50 payment” because if that would have been the case I would have contacted the company that very same day.

  8. This is a repetitive pattern with this company, they are preying on new buyers offering services that go beyond the ones covered by the builder they work with, only to make us pay for something we do not need nor want. See all the negative reviews they have on Google indicating things very, very similar to the ones we are right now and that they are trying to cover by hundreds of fake 5 star reviews of new users.

  They are scammers that will do everything within their power to make you pay for their services even when you don’t need them, and will hide as much information as possible from you, so people start paying for their services and by the time they notice this it will be too late.

   

  I am willing to provide each corresponde, voice mail, text message, e-mail related to this subject to permit the most transparency for the BBB to determine a resolution of this case. I hope Safe Haven is willing to do the same.

  I will fight to the end against this company and their shady practices and  to leave this contract that I was very specific  on august 21st that I did not want. 

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

  

  Business Response

  Date: 10/04/2023

  Dear Better Business Bureau,
  
  After a thorough review of this matter, we stand by our original decision. All the necessary documents were provided, including the Alarm Services Contract that we detailed in our previous correspondence. The Alarm Services Contract reflects the terms and conditions authorized, including the Notice of Cancellation document. The customer failed to produce the Notice of Cancellation within the allotted time frame in order to qualify for a penalty-free cancellation. Although our decision is not what the customer has preferred, no additional action is warranted. We regret we are unable to fulfill the customer's expectations in this instance, but welcome the customer to contact our builder concierge team to process their cancellation request with associated fees.
  
  Thank you again for contacting us.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 10/22/2023

  Hello,

  I’m not sure why this case was closed, I’m attaching copy of the emails received where you can see nowhere it says I had to pay a monthly fee that I declined to until September 2nd where they said my card was going to be billed again later that month. 

  Nowhere it says that it started a service, they purposely send a new email saying you card was going to be charged after their 3 day period, so you cannot longer cancel their service. Which by the way, ADT refund period is between 1 to 3 months, theirs is apparently 3 days which is absurd considering they represent ADT and only work with them for security systems. 
  
  Additionally I never requested to be signed for auto pay, you can see the emails from August 4 when I confirmed an appointment for installation to after and none of them says you enrolled on auto pay.

  They calculate each one of their moves, you can verify their real reviews of their company -because they do have fake reviews that post every single minute - you will notice that a lot of people complaint about the same situation.
  

  They delay responding so it’s clearly late for you to do something about it.

  I would highly appreciate your help in this matter, we do not want our money back, we just want them to cancel that contract so we don’t have to keep paying for their service for 3 years when we never wanted it in the first place.

   

• Initial Complaint

  Date:09/26/2023

  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.

  I've been having issues with my security system ADT installed on 05/02/23. I've had 2 service calls for the same issue and I'm still currently having issues. My video doorbell is not working and my door lock is still malfunctioning. I contacted ADT 07/01/23 to request a refund of my last payment in the amount of $733.41. The agreement was 3 payments in that amount. They refused and I disputed with my bank and the money was credited back to my account. I received an email on 08/24/23 ---We are reaching out to you regarding your invoice for your equipment purchased from Safe Haven Security. There is a past due balance in the amount of $753.43 on your account. Per your signed payment authorization form the balance of this invoice was to be paid in full by 07/02/2023. Please reach out to Safe Haven Security as soon as possible to resolve the past due balance. Any unpaid balance from your payment agreement may be subject to collections. --The amount was paid however I did dispute it with my bank as I stated above. I refuse to pay the amount because I paid in total $2220.25 for equipment that is NOT working. I have told them they can refund me my money and I will return the equipment and go with someone else for my home security needs. They refuse to let me out my contract considering I've been having issues since it was installed and I've only had their services for 3 months. I would like a refund and end my contract.

  

  Business Response

  Date: 09/26/2023

  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.

  Customer Answer

  Date: 10/01/2023

   
  Complaint: ********
  
  I am rejecting this response because I've attached several notifications where my door is malfunctioning and not locking(I've got all the emails regarding this issue.) I know that ADT get these notifications as well. My doorbell still is not working and I've attached an email reaching out to safe haven regarding the issue that was back in August. My keypad door lock is showing a low battery which is the second time and I've only had this system for about 5 months now. I should not be having this amount of issues for a new product. When the technician came out in June he had to fix the doorbell. I'm all for reaching out with issues to get them resolved but not when I'm having the same issues. So considering I've paid for this equipment ADT can cancel my contract and I will gladly go with someone else!!!
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/04/2023

  Dear Better Business Bureau,
  
  Safe Haven takes the customer’s allegations  seriously, and as a result, has thoroughly investigated this matter. After a thorough review, we stand by our original decision. Should the customer have any additional servicing concerns, she may contact Safe Haven to schedule a service appointment to evaluate the system. Although our decision is not what the customer has preferred, no additional action is warranted. We regret we are unable to fulfill the customer's expectations in this instance.
  
  Thank you again for contacting us.
  
  
  Sincerely,
  
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/26/2023

  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.

  On September 11th, a representative from the company came to my house and offered to give me free equipment if I signed up for their service. He claimed he was “from ADT” and wore a blue *** polo. He counts my windows and doors and states that they need to cover 14 points (four doors, ten windows). The next day the installation guy comes over and installs the panel into the wall only for him to count the windows and doors and tell me there are actually 31 points to cover. I refuse to pay another $550 to upgrade my plan and I want to cancel. He calls the first guy who calls me and tells me that they will cover all of the windows. Eventually, the installation guy is done and sign the form, only to look and see that not all of the windows were covered. I text the representative and he keeps telling me he’ll call me later, he’s with a customer, etc. Now the cancellation period is up so he’s completely stopped answering my texts and calls. Customer service isn’t helpful and is actually pretty rude on the phone. My last hope is disputing the charges (as I’ve been trying to cancel since the day the system was installed, but they’ve been ignoring me and making false promises). Text messages of me attempting to cancel attached below.

  

  Business Response

  Date: 09/26/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Larenz Devaren. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. We understand there is a misunderstanding about Alarm Services Contract and a discrepancy about the equipment agreed upon. Safe Haven would like to take the opportunity to address the customer’s concerns and offer additional information regarding the concerns listed throughout the complaint.

  After reviewing the account, the customer willingly entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on September 12, 2023. The customer authenticated their signature through a security encrypted electronic signature process and by doing so, confirmed they read and understood the terms of the agreement, rescission period, amount of equipment, and the early termination fees applicable in the event cancellation occurred prior to fulfillment of the term length.

  Prior to the installation of services, Safe Haven conducts a verbal compliance recording and authorizes a Work Order. The Work Order document explicitly outlines the customer receiving fourteen (14) sensors total. Additionally, Safe Haven received the customer’s authorization regarding the number of sensors verbally and through their electronic signature when authorizing the equipment package with the additional six (6) sensors.

  Furthermore, it is important to highlight that any recommendations by the technician during the installation do not supersede the equipment agreed upon with the sales representative (14 sensors), nor are expenses of the additional recommendations (17 additional sensors). During the installation, should a customer move forward with the technician’s recommendations, it is at their discretion to cover the expenses. In efforts to provides excellent customer service, the sales representative provided the maximum amount of point coverage allotted and gifted the customer the additional sensors amounting to a total amount of twenty(20 sensors) altogether.

  Additionally, the customer was emailed a copy of the contract is emailed for their personal review. As a consumer, it is the customer’s responsibility to review any of the documentation presented during the installation process that requires their signature before authorizing and entering into a legal agreement with another party. Safe Haven values its customer and their right to cancel therefore, we provide 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.

  Following the installation, if the customer felt any discrepancy regarding the amount of equipment, they had every right to exercise their right to a penalty-free cancellation by enforcing their notice of cancellation form. The customer had the terms of the agreement within their possession the moment their signature was authenticated. At no point during the designated rescission period was a notice of cancellation document exercised.

  Nevertheless, Safe Haven wants to assure the Better Business Bureau that we follow all necessary procedures to ensure that customers are given an ample amount of time to thoroughly review the agreement within a customary rescission period. In the event a customer opts to terminate the services any time following the designated rescission period, they are subject to the early termination fee outlined on page 5, paragraph 2.

  After reviewing the text message and the allegations listed within the complaint, Safe Haven is unable to find any evidence supporting the customer is owed any additional equipment, or that he be awarded a penalty-free release. If the customer wishes to terminate the monitoring services, they would be subject to the early termination fees. We understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions the customer authorized. Safe Haven kindly invites the customer to contact us directly if they would like to purchase any additional equipment. Safe Haven can be reached Monday through Friday, 8 AM-7 PM central time at ************. The customer may contact us directly if he has any additional questions or concerns, as we would be happy to assist him with anything further.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 09/27/2023

  Dear Better Business Bureau,
  We understand the complainant’s position, however, Safe Haven stands by our previous remarks. Safe Haven appreciates the opportunity to acknowledge the complainants concerns and want to focus solely on their account in question. Please note any allegations regarding misrepresentation and deception within this account are false. Safe Haven has recordings of the customer acknowledging being aware of Safe Haven and the services being obtained through our company prior to the installation, in addition to the work order that list Safe Haven has an Authorized Dealer.
  
  Furthermore, the electronic contract does not have an attached cancellation notice. The Notice of Cancellation document is within the contract terms and is available to the customer to use at their discretion without contacting Safe Haven or its representatives. The document includes detailed steps that permits the customer to call a designated number or mail it in. It is important to note, the sales representative is not present at the installation. When the customer signs the electronic contract, it is presented by an installation technician. Due to the contract being electronic, technicians have the ability to zoom in and zoom out for the customer to review when requested. If the customer was unable to read what was written, it would have been at his discretion not to move forward with providing a signature that authorized he was able to read and understood the terms he agreed upon.
  
  At this time, the contract stands. If the customer wishes to terminate the monitoring services, they would be subject to the early termination fees. The customer may contact us directly if he has any additional questions or concerns, as we would be happy to assist him with anything further.
  
  Sincerely,
  Safe Haven Security Services, LLC
  
  Thank you for your time.

  Customer Answer

  Date: 09/27/2023

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

  A misrepresentation in contract law is a statement of fact that is not true and that persuades someone to enter into a contract. The contract does not have to be in writing, it can be a verbal agreement. The untrue statement can be made by an agent or employee on the part of their principal or employer.

  In cases of misrepresentation, the false statement or representation does not need to be made in writing.

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

• Initial Complaint

  Date:09/21/2023

  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 security system through *** with monitoring service and have been paying monthly. Security system now has been getting error messages and I called on several occasions to report, but no one has came to fix faulty equipment.***, I recently learned, subcontract my business to another security company which I did not have knowledge of, and if they are monitoring system then why have they not responded to fix problems. I will not continue to pay for security I am not receiving.

  

  Business Response

  Date: 09/21/2023

  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
  ***** ********
  Please forward this on to the correct company.

  

  Business Response

  Date: 09/22/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by *** ****. We sincerely apologize for any inconvenience she has experienced and deeply regret any frustration she has endured. Safe Haven would like to take the opportunity to address the customer’s concerns.

  After thorough review of the account, Safe Haven installed the alarm monitoring service in September 2022. Following the installation, Safe Haven has not had any communication with the customer until August 1, 2023. When Safe Haven spoke with *** ****, an attempt to offer a service appointment to help provide resolution to her system concerns was made, but the customer declined due to servicing fees.

  Unfortunately, Safe Haven is unable to provide the customer a penalty-free release. We kindly request the customer to contact Safe haven at her earliest convenience to schedule a service appointment with the associated service fees. Should *** **** wish to forego servicing, and decide to terminate the Alarm Services Contract, she would be subject to the early termination fees.
  
  We appreciate your time and thank you for your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/19/2023

  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 a salesman come to my home and advertised the product to me. He explained everything I would be getting and scheduled install for next day. After having a debit card issue where my bill wasn't paid I was frustrated and didn't understand why my credit card kept having issues so I wanted them to cancel my account. At this point I was talking to *** directly. I was informed I was under a 3 year contract and couldn't cancel with them I have to contact Safe Haven. After speaking with multiple people who just refused to help me cancel said I should have read the contract and the only way to cancel is by paying $1700. The customer service and the sales rep I feel pulled a fast one on me. I would have never signed up if I knew I would be stuck for 3 years or had to pay the whole amount of service for 3 years to cancel. This company claims to be honest and upfront but not one time did the sales rep tell me this was a contract I was signing. Yes I may be at fault for not reading fully but all the signatures he ask me for NEVER HAD A 3 YEAR CONTRACT. I feel he scrolled past it so I wouldn't see it. This is something that should be spoken with the client, I see all these complaints and they are obviously doing something wrong in their business. Giving money to a company that has poor customer and doesn't want to help me unless I pay $1700 is absurd. I dont want anything to do with them and i work to hard to give this kind of company my hard earned money. *** can't even help me with lowering my bill or anything because of this so called contract. *** should also look into this contract people are signing without being told they are stuck for 3 years.

  

  Business Response

  Date: 09/20/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by ***** *********. Safe Haven values its customers and strives for an excellent customer service experience, and deeply regret any frustrations the customer has endured based on the details of his complaint. Unfortunately, after further review, Safe Haven has not found any evidence that would support the customer was not provided all the necessary information up front to review the terms of the agreement at her discretion.
  
  After reviewing the account records thoroughly, Safe Haven understands the customer’s concerns regarding the alarm services agreement, but the customer admittedly did not read the contract when it was provided for her review. With that said, Safe Haven is unable to release the customer from the Alarm Services Contract penalty-free. Safe Haven kindly suggests the customer reach out to *** billing to request any type of billing adjustments as Safe Haven does not have any oversight on the monthly billing fees. While we understand our decision is unfavorable to the customer, please note that Safe Haven is upholding the terms and conditions authorized by the customer upfront.
  
  At this time, if the customer would like to terminate the service agreement, she would be subject to the early termination fees. 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, she may contact our customer service department by email at *******************************. Thank you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 09/22/2023

  Dear Better Business Bureau,

  After reviewing the rejection, the customer willingly entered a thirty-six (36) month agreement with Safe Haven Security for *** monitoring services on April 5, 2022. However, we would like to clarify some important points regarding the terms of the agreement, many of which listed within the complaint can be found within the first page and the first terms listed within the “IMPORTANT TERMS AND CONDITIONS” found on page 5.

  Safe Haven values its customer and their right to cancel. As a consumer, it is the account holder’s responsibility to review any of the documentation presented during the installation process that requires their signature before authorizing and entering into a legal agreement with another party. The customer had the terms of the agreement within their possession the moment she authenticated her signature. We want to assure the Better Business Bureau that Safe Haven follows all necessary procedures to ensure that customers are given an ample amount of time to thoroughly review the agreement within a customary rescission period so that may exercise their right to cancel penalty-free if chosen.

  Furthermore, when the consumer admitted to not reading the contract terms when she signed it, does not mean that Safe Haven failed to provide it up front.  When the consumer authenticated her signature through the electronic signature process, she inadvertently confirmed she read and understood the terms of the agreement, including the term. 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 at ************* Should the customer be unable to utilize the phone number listed above, she may contact our customer service department by email at *******************************. Thank you for your time and consideration.
  
  Respectfully,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: Again, it was not told to me about the contract by the rep that came into my home. You use certain tactics to get people to sign up and step over the contract part. Something like this should be stated by the rep. Your saying because I didn't read it fully AGAIN nothing I signed on the rep phone said a 3 year contract. There are numerous complaints on this site about people not knowing about the contract. Why are you not stating this during the process, that is being sneaky and dishonest and you know it. Take some accountability in this and change your ways. You are not a reputable or honest company. You and your staff show no regard for helping the clients.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/08/2023

  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.

  Please see above.

  

  Business Response

  Date: 09/22/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by *** ******* Safe Haven did not receive an attachment or description of the customer’s statement of the problem.
  After thorough review of the account, Safe Haven has escalated this matter internally, however, we have been unable to locate any evidence the customer be issued a refund. At this time, Safe Haven has not made any contact attempts to the customer. Should the customer have any additional questions or concerns, we kindly invite him to contact our customer service directly at ************* Monday through Friday 8 AM to 7 PM central time.
  
  We appreciate your time and thank you for your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/28/2023

  All I want them to do is cancel the agreement that I was told I was signing. I made my position clear before signing that I was not able to read the electronic document and that I was unable to commit to any long term monthly payment and their representative confirmed that the document did state that I could cancel at any time. I also agreed to allowing them to come get their equipment if they want it.

  

  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 issued by *** ******. This complaint is a duplicate complaint.After thorough review of the account, Safe Haven has escalated this matter internally, however, we have been unable to locate any evidence supporting the customer's allegations. At this time, Safe Haven has not made any contact attempts to the customer, but if the customer would like to terminate the ***** ******** ********, he may do so under the associated terms and conditions. Should the customer have any additional questions or concerns, we kindly invite him to contact our customer service directly at ************* Monday through Friday 8 AM to 7 PM central time.
  
  We appreciate your time and thank you for your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/31/2023

  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.

  August 24 ,2023 is when we got 2 cameras and fire alarm , window breaker , and iq panel and door sensors installed . The iq panel battery died later that evening we called had another technician come out August 24,2023 he replaced batteries and check transformer and left with Iq panel on and functioning . Hours later panel battery was dead it was the weekend so we had to wait till Tuesday August 29, 2023 for another technician to come out he replaced IQ panel and ran diagnostic which said low power voltage . So he went upstairs and took apart our wireless converter popping it off forcefully which scraped the converter cover took receptors off the panel broke one and the rest was still attach barley and not functionin properly . He then disconnected wires from it and said they needed to be separated . contact builder after he had already took wires off and broke receptors . We had our builder rep out said that they couldn’t fix it because safe haven took it apart and damaged it warranty voided . So I proceeded to call safe haven keep getting the run around . That same technician came and uninstalled the cameras sensors and fir alarm and panel . Then they sent another technician out after i complained how they left the converter who cut more wires on it that were connected together like they were suppose to stay .And then went downstairs and connected our old Iq panel on and made sure it had power and left . I contacted technician manager he stated how they don’t work on wireless converters or how it looks fine to them and a couple wires hanging out is where the panel and keyboard goes . Which was never were a keyboard or panel connected all wires were in the wireless converter neatly and functional . They also stated that whoever we get for security next should fix it . Which I said was absurd so they sending another technician out to look at the damage however they already stated that they can’t fix it . So nothing is getting fixed just more destroyed .

  

  Business Response

  Date: 09/08/2023

  Dear Better Business Bureau,

  I’m writing on behalf of Safe Haven Security Services, LLC ( “Safe Haven”) in response to the complaint formed against Safe Haven Security Services, LLC ( Safe Haven). Safe Haven takes the customer's allegations of damage to their home seriously and, as a result, we have thoroughly investigated this matter. Although Safe Haven has been unable to find any evidence to support the allegations made, we have gone above and beyond to address the customer's concerns.
                  In an effort to resolve this matter and because Safe Haven aims for a high level of customer satisfaction, Safe Haven sent technician management to the residence to assess damage claims on September 1, 2023. During the visit, Safe Haven's technician management advised the wire damage in question was prewire for an exisiting system that was already within the home. Per the service agreement, Safe Haven is not liable for the function of any equipment that was preexisting. In the event a customer opts out of continuing the alarm services, Safe Haven is permitted to remove the equipment that was installed. Shoulld the removal of our devices impact any preexisting equipment, it would be under the customer's sole responsibility to acquire assistance from the original equipment provider, not Safe Haven.

  After thorough assessment of the equipment damage allegations, Safe Haven is unable to services the preexisting keypad or assist with any power resource for its functioning. Safe Haven was unable to find any damage caused by our service technicians and received confirmation from the customer on September 8, 2023 the preexisting system was still providing alerts of which door was being opened. At this time, Safe Haven is unable to replace any devices for the customer, as the customer does not have our equipment or services within her residence.

   

  Thank you for your consideration.
  
  Sincerely,

  Safe Haven Security Services

• Initial Complaint

  Date:08/30/2023

  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 am writing to request a supervisor or Manager contact me about my issue as I have called 3 times with sub par responses to my issues. We signed up for *** SERVICES in April not knowing that they were subcontracted out to SafeHaven. The techs all had *** gear on and  told us that we were receiving *** equipment. Our issue is now with the doorbell that was installed. The doorbell is an "Alarm.com Slim Line II" doorbell. The doorbell that we have had has had issues with connectivity and it does not pick up Motion in front of our door as it is supposed to. Persons have left packages, we have had trespassers make it all the way to our door step without motion being detected. We have already had a technician come out to our home to address this doorbell and we are still having the same issue. We were advised that the issues is not our internet connectivity, everything is connected fine, but it is the DOORBELL itself. This is brand new equipment and is clearly not up to the quality and safety standards that are acceptable and has left the front of our home vulnerable. We have had trespassers on our property within the range of this doorbell and it has not picked them up. . Safehaven is putting my home at risk. Furthermore, I was told I would be charged for the tech visit and this issue has been ongoing since our equipment was installed. We have already reached out to agents who have been extremely rude and only mentioned that we signed a contract. Our home is not being monitored and we are in danger dealing with this company

  

  Business Response

  Date: 09/06/2023

  Dear Better Business Bureau,

  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made ****** *** ******* Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with Safe Haven. Safe Haven takes the customer’s allegations of equipment malfunction seriously, and, as a result we have investigated the account thoroughly. Although Safe Haven strongly denies the customer’s allegations, we are hopeful that we are able to resolve this matter quickly.

  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations of Safe Haven failing to monitor the customer’s residence. Safe Haven is an Authorized Dealer of ***, licensed to sell and install *** monitoring services. Safe Haven does not have oversight of the monitoring services. The customer’s complaint letter alleges that Safe Haven is “putting [her] home at risk, the home is not being monitored, and [she] is in danger dealing with [Safe Haven]”. The evidence does not substantiate these allegations for several reasons.

  First, the customer did not have the required internet capabilities to support the level of monitoring when services were initiated. As a consumer, it is the customer’s responsibility to provide the required internet capabilities for the functionality of the designated monitoring levels installed.  This information is disclosed within the Alarm Services Contract in addition to the customer’s acknowledgement. As you can see, the allegations of the system failing to work from the moment it was installed, was not caused by Safe Haven, but by *** ******** failure to provide the proper internet compatibility.

  Second, the customer alleged the home was not being monitored. This is false, the customer’s residence has signals being sent to and from ***’s monitoring stations. The customer has the ability to arm and disarm the system, and receive alerts to help protect the perimeter of the home. Safe Haven has not put the customer in danger, nor are we preventing the customer from receiving the monitoring services.
  Third, the doorbell camera is a supplemental device. As mentioned above, it requires the proper internet capabilities for the functionality of the device. Safe Haven spoke with the customer as recent as 9/1/2023 during a service trip to analyze the device in question, and replace it with a different camera.
   
  At this time, Safe Haven has not received any further communication from the customer. Safe Haven aims for a high level of customer satisfaction and has made several attempts at providing alternative resolutions for *** ******* In an effort to resolve this matter, Safe Haven visited the customer’s residence, conducted a full diagnostic of the system, and replaced the doorbell camera in question. Safe Haven is committed to providing its customers with the best possible support, and held the same standard for *** ******** account. We are happy we could resolve this matter for the customer and kindly request the customer contact us directly should she have any additional concerns. Safe Haven can be reached Monday through Friday, 8 AM to 7 PM central time at *************

  
  Thank you for your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/28/2023

  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 had an agent show up to my house and prorate me for a system without telling me there would be a contract involved. On installment day the technician came out to install the system and said I needed to sign a contract or he couldn’t leave, soon realizing they had lied to me. I signed the contract for him to leave and immediately called ADT to cancel the service as it was within the three day cancellation period. They had somebody come remove the equipment and they were suppose to have removed my card from the file. At the end of the month I still got a charge from them even though I’m not using their system nor have their equipment in my house. I called three times being ping ponged back and fourth from ADT to Safe Haven, and finally an agent stayed on the phone with me while we talked to another agent who said she had removed my card from the file and taken me out of the system and I should receive a letter in the mail within 30 days saying it was cancelled. Here we are end of July beginning of August and they’re charging me again. I do not want this service, I do not want my name in their system, I do not want my card on file. They’re obviously an immoral business to continue to steal money from people after they clearly had another agent tell them to take my card and name off file. I want to be refunded the two months of payments that I am owed. I want my name and card information removed from their database.

  

  Business Response

  Date: 08/27/2023

  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: 08/29/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the *** ******* complaint. We understand the customer has some concerns regarding billing refunds and cancellation procedures, however, Safe Haven does not have oversight on ADT’s billing and cancellation processes. Based on the information detailed in the complaint, we would kindly request that the complaint be redirected towards ADT corporate to address the details pertaining to the cancellation concerns and assisting the customer with his billing refund request. We apologize for any inconvenience this may have caused, and we appreciate your time.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/23/2023

  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.

  In August 2022, I signed up for *** security with Safe Haven from a door-to-door salesman. After completing the contract and installation, services with the company have been great, except a technician never came back to finish installing the remaining camera. In May 2023, I missed a payment due to a change in my credit card for autopay on file. I paid two payments of $63.99 each via their portal and invoice system from an email. I also made a payment on August 13 for another $63.99. I received a notice on August 10 that my account would be cancelled if payment was not received by August 14. Although I made a payment before the deadline, they decided to cancel my service and charge me the full amount described in the cancellation policy. The error seems to be that I clicked on the wrong invoice when paying through their portal system. It would seem that I should only be possibly behind one payment, but they declare that because I did not click on the correct portal link that would pay the May payment, I am canceled. This seems like a very odd system that when someone makes a payment to the company, the company receives it, but it is not accurately credited to a certain invoice, and then someone is canceled. The issue is not payment received but user error in not clicking the correct invoice through their portal. This business practice is unfair. Most businesses will credit your account and show you any balance due after making any payment. The balance due is a running tally of an amount, not a list of boxes you did not check when making a payment. After speaking with one of their collection agents from Safe Haven, who was sympathetic, I did not receive any favorable actions toward not canceling the policy. I request that Safe Haven honor the payments that have been paid and not penalize me for not applying my money to their finicky system.

  

  Business Response

  Date: 08/31/2023

  Dear Better Business Bureau,
  
  Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with Safe Haven. After reviewing the customer's complaint, we would like to clarify any confusion regarding any billing concerns.
  
  Mr. Valladares was provided individual invoices that corresponded to the months each was to be paid for. Safe Haven sent emails, letters, and made calls attempts outlining the outstanding invoice to be paid, and the final date for the amount to be paid in full before termination. Unfortunately, when Mr. Valladares paid all current invoices instead of bringing the lease current invoice (May) current, it reflected an invoice being more than 90 days delinquent, which caused the account to default.
  
  As a courtesy, Safe Haven has spoken with Mr. Valladares and explained each bill must be paid within the designated month it is issued if he is not set up on automatic billing. Safe Haven has offered to reinstate the account under the condition *** ********** brought the past due balance current, and retract any additional complaint submissions issued that he has referenced to Safe Haven directly.
  
  In an effort to provide excellent customer service, Safe Haven has scheduled a service appointment to reinstate the account beginning on September 5,2023. At that time, *** ********** has been advised should he want to pay additional amounts in advance, our Accounts Receivable team will be setting up the payment method on file for automatic-payments, and contacting him to collect additional payments he would like to make. We thank the customer for reaching out and allowing Safe Haven to provide him with a satisfactory resolution.
  
  Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** **********