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:08/19/2023

  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 purchased a home security service and parts through Safe Haven who assured me that this was an *** service and that one year after contract start, the contract would be transferred over to *** and that replacement parts would be sent by *** themselves. What they failed to mention was that *** does not officially use the same parts officially, and therefore do not stock batteries or other replacement items. Since I am no longer under Safe Haven I cannot ask them to send replacement batteries. I am being charged for *** services on a product that *** cannot back and therefore I have no security coverage during the time there is no power to my device. I would like a refund on the months I did not have coverage and to cancel my remaining contract. Either that or replace it with an *** accredited item.

  

  Business Response

  Date: 08/23/2023

  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 has some concerns regarding alarm services and the equipment, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. The 36-month agreement was established in September 2021 and Safe Haven has not had any communication with the customer since June 2022.
  
  Based on the information detailed in the complaint, Safe Haven does not have any records supporting the allegations listed within the complaint pertaining to replacement parts or batteries. The customer can find disclosures regarding battery replacement under the responsibility of the customer on page 7 under “WARRANTY EXCLUSIONS”, and page 8 under “BATTERY-POWERED WIRELESS DEVICES”. Both terms explicitly advised the customer is their sole responsibility to replace batteries.
   
  Unfortunately, due to the amount of time that has occurred since Safe Haven’s last interaction with the customer, it would suggest the customer’s concerns have been inaccurately directed towards Safe Haven. As such, we would kindly request that the complaint be redirected towards *** corporate to address the details pertaining to the recent battery concerns and billing credits the customer has expressed. We appreciate your time and thank you for your consideration.

   

  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/16/2023

  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.

  Safe Haven came to my home and installed my ordered equipment in November of 2022. While testing the equipment out, the CO monitor upstairs would not stop alarming. The technician removed the device and said he did not have another to replace it. He would have someone else come out and install the device at a later date. We are going on 10 months without this device now. Since, I have contacted *** and Safe Haven many times (10+). *** responded to tell me that my contract was through an independent company called Safe Haven and gave me a link to contact them. Safe Haven has given zero responses. Their finance team has had no problem contacting me multiple times about non-payment though. Why would I continue paying for the service when I have not been given all of my paid for devices? I have not activated this system since month one due to this issue. Even then, it was only activated once or twice. I either want my money back and these devices removed or I want my device installed and the slate wiped clean. Despite having a great product and friendly installers, I would not recommend this company to anyone secondary to the poor customer service. Once I signed on the line, customer service seemed nonexistent.

  

  Business Response

  Date: 08/25/2023

  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 caused over this matter. We deeply regret any frustration this may have caused the customer, as we strive for an excellent customer experience and failed to so for this customer. However, based on a thorough review of the accounts records, Safe Haven has been unable to locate any records to support the allegations in reference to any missing/ owed equipment, or any records of call attempts notifying Safe Haven of his concerns prior to the Better Business Bureau complaint.
  Nevertheless, in an effort to provide resolution to this matter, Safe Haven will adjust the balance of the early termination fee due. (Which *** ****** is obligated to pay under Section 2 of the Alarm Services Contract).  In efforts to repair the relationship, Safe Haven has adjusted the early termination fee in the amount equivalent to the value of a carbon monoxide detector ($219). Safe Haven values customer satisfaction, and we understand our decision may be unfavorable, but the account termination stands. *** ****** was contacted on several occasions regarding the delinquent balance and did not provide any return communication, or notify Safe Haven of any equipment concerns. Safe Haven is unable to reactivate services, as *** ****** was capable of utilizing the monitoring services that were being provided by ADT.
  
  We kindly invite the customer to contact us at their earliest convenience to settle the account balance before it is forwarded to collections. Once again, we appreciate the customer's patience and understanding through this process and thank them for their time.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/03/2023

  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.

  Safe Haven Salesman presented incorrect/disingenuous information regarding the following: - Repeatedly stated that a Discount of " at least" 15% would apply to my Home owners insurance. I could even expect a refund check on the amount already paid in escrow. Salesman actually calculated the savings on calculator and stated the first 6 months of the cost of ADT coverage would be paid for by the discount. This was incorrect by a wide margin. The "discount" was less than 1% of the cost of insurance. A far cry from hundres promised by Safe Haven salesman. Salesman presented a digital photo of the discount percentage on his mobile device as if this was fact. This was false. -Salesman presented as if he was sent by my Homeowners Insurance provider. After speaking with my insurer, this was false. -When I asked to have 48 hours to consider this install, salesman stated that for liability reasons the install needed to happen now. This was false, as this salesman was not actually a representative of my homeowners insurer. When these concerns were brought to the Safe Haven Customer Service line, the representative had no concern for this and stated that the considerable ( over $1,200 USD) cancellation fee could not be waved at all. I was given no options to escalate the issue and the phone staff seemed determined to stonewall a paying customer with legitmate concerns. Safe Haven seems to promote and protect predatory sales tactics. I simply wish to cancel my service without a $1,200 charge, now that recognize the dishonesty.

  

  Business Response

  Date: 08/04/2023

  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 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) will be investigating this matter internally, and will make every effort to acknowledge and address the customer’s concerns.
  

  Safe Haven understands the importance of allowing customers to review the contract terms in detail, therefore, we provide a customary rescission period outlined within the service agreement. Please note that.Safe Haven provides a three-day right of rescission period for all customers, as outlined within the Notice of Cancellation document included with the contract documents. The Notice of Cancellation document provides detailed instructions for a customer to exercise their right to cancel penalty-free if chosen. In the event the customer does not agree to the terms written within the bounds of the agreement, it is at their discretion to utilize their rescission period within explicit time frame alotted.
  
  In efforts to investigate this matter thoroughly, Safe Haven kindly ask the customer to allow us additional time to investigate this complaint internally. Once we have concluded our investigation, Safe Haven will reach out to the customer by August 11, 2023. We apologize for any inconvenience caused and appreciate your understanding in this matter.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought ADT 9 mos. ago from Safe Haven. I did have an issue with install but they corrected at no charge. My issue started 3 weeks ago when the alarm bypasses the front door. I have an adult autistic child whom I bought this for so I could make sure he was safe while I was at work. I called ADT monitoring and they walked me through the issue but it did not work. I had to call Safe Haven. Safe Haven was very rude. I asked to speak to manager as the women I talked too kept over speaking me and yelled at me because I know this normal business protocol. She refused to transfer me and said I was the rude one and hung up. I called ADT monitoring again and they said they would comp me the 59 and just call Safe Haven to set it up. I called back today and talked to someone named ******* (don’t know if that is her real name because she would not provide her last name). She also would not transfer me to management stating that is their policy. Called back ADT again today and asked them if they could send someone out to fix the problem because I did not feel safe letting anyone from Safe Haven in my home if it is okay to yell at customers and not provide them access to management. Problem is still not fixed and I don’t want to continue to pay 2 more years on my contract for something that does not work.

  

  Business Response

  Date: 07/14/2023

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

  Customer Answer

  Date: 07/15/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** ******* * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:07/04/2023

  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 was contacted by **** ******** shortly after moving into my new house about purchasing ADT. I agreed on the phone to a service member coming by to do an installation. Right after the call I did some research on the company and found some horror stories, which were clearly prescient, of experiences with the company. I then proceeded to immediately text him, with an excuse of my fridge being broken (since that did indeed happen that day) saying that I want my appointment canceled. He did not respond to my text. I then proceeded to call him multiple times but he did not return my call. I then called the ************ line to cancel the appointment and was told his manager would speak to me but that never happened. I then sent the email attached below. Someone did end up reaching out to me and told me that the appointment was already canceled, even though no one confirmed that with me. Just now I noticed on 7/4/23 that I had a charge of $99 from ADT SAFE HAVEN SECURITY even though I attempted numerous times to cancel the appointment and indeed was told that it was canceled. Not a single person from ADT ever entered my house, and I did not speak to anyone in person from ADT. I would be prepared to take the stand saying that. I'm already dealing with enough bills right now as a new homeowner that I do not want to deal with getting robbed in such a transparent way.

  

  Business Response

  Date: 07/12/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ****** ********. We sincerely apologize for the inconvenience cause by the automated billing error that occurred prior to the customer’s cancellation of the installation. We deeply regret any frustration this may have cause the customer, as we strive for an excellent customer experience.

  Prior to receiving the complaint through the Better Business Bureau, Safe Haven was provided notice from the customer on July 4, 2023, through email of the billing that was processed in error. We understand this was an oversight on our part, and we take full responsibility for that error. Please be assured that Safe Haven took immediate steps to rectify this situation.

  Safe Haven is pleased to inform the Better Business Bureau that a refund was generated on July 5, 2023, and credited back to the original payment method utilized. Safe Haven would like to issue additional apologies for any delay in processing the refund. We value customer satisfaction, and we want to ensure that all the concerns have been addressed. We kindly invite the customer to contact us at their earliest convenience should they have any further questions or concerns. Furthermore, we appreciate the customer's patience and understanding through this process and thank them for their time.

• Initial Complaint

  Date:06/28/2023

  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.

  On 6/5/2023, a technician sent from SafeHaven Security entered my home and installed a home monitoring panel in my wall, and I was charged $61.31. On 6/7/2023 I took advantage of their cancellation policy that allows customers to cancel service without penalty for the first three days of service. On 6/15/2023, another technician came to my house to remove all equipment. When he removed the panel from my wall, I noticed a large hole that the previous technician had made to mount the panel. I was advised by the removal technician that SafeHaven has technicians that can patch holes. I called SafeHaven on 6/28/2023 to ask them to fix the damage their technician had done to my house. The manager, who said his name was Paul, claimed that since I am no longer a customer, any damage that their technicians have done is on me to fix. The hole in my wall was done without my knowledge or consent. Attached is my contract with SafeHaven and ADT, along with pictures of the hole their technician made.

  

  Business Response

  Date: 07/05/2023

  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 Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed, and we would like the opportunity to address the concerns raised by the customer to provide clarification on this matter.

  As stated in the complaint, the damages in question were made in order for the customer to obtain the services initially sought out. In efforts to honor the customer’s cancellation request, when equipment was removed from the residence, holes created to initiate the services were left during the removal process. Safe Haven followed the designated rescission guidelines outlined in the agreement similarly to the terms detailed in section 8 (“INSTALLATION”), specifically subsections(C) and (H). Subsection C confirms the customer acknowledged, the installation would require drilling into various walls and other parts of their premises and  subsection (H) states the following, “Dealer, will not be liable for property damage…that may result from the installation services;”.

  According to the terms mentioned above, Safe Haven is not obligated to repair the damages in questions as those damages are a result from the installation that now appear due to the removal of the equipment. We have honored these terms above similarly to the terms outlined in Notice of Cancellation document, specifically used by the complainant. We understand that the customer may be dissatisfied with this outcome, but it is important to note that Safe Haven has acted in accordance with the agreed-upon terms and conditions. Furthermore, we regret any inconvenience this has caused the customer, but we firmly believe our actions have been in compliance with the terms of the agreement. Safe Haven appreciates your consideration and thanks you for your time.

  Customer Answer

  Date: 07/05/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********. It does say in the subsection that dealer will not be liable for any property damage they cause. Because of this I have no legal standing in this matter so i will accept it. However that is terrible that a large company would purposefully damage private property then write in their contract they are not responsible for damage they create.
  
  ******** ******* *******

• Initial Complaint

  Date:06/26/2023

  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.

  I had ADT install my security system on 5/14/22 by the pushy sales rep/installer, ******* ******* ********* He also told me that they would come out and reinstall the sensors on my new windows at no charge because I told him I was having all new windows installed and of course that was another lie. I have contacted ADT and they told me I have to contact Safe Haven and then they tell me I have to contact ADT so it sounds to me like there is nobody to help me. And the salesperson told me I would save 17% on my homeowners insurance which is not even close to true, After the new windows were installed on August 31, 2022, I contacted ADT and not Safe Haven and they didn't tell me I was supposed to contact Safe Haven. Plus I didn't know I was supposed to contact Safe Haven. ADT told there would be a charge even though I was promised there would not be and sent me out some magnetic blocks and double sided tape that didn't look like what was installed. I tried to reinstall the sensors but would get alarms and tamper alarms on windows that were not being touched and the smoke alarm would frequently go off when someone was cooking and when no one was. When I call ADT for help they never said I need to call Safe Haven, but they would always place me on hold for over 30 mins and I would hang up. I spoke to someone last week who said she cancelled my autopay and transferred me again to try and cancel service which I have tried many times but always get placed on a long hold and never get offered a call back. Again I have not turned on the system since December because of all the false alarms. I would like the service canceled with no early termination fees and to be credited for service that has not been used since December 2022.

  

  Business Response

  Date: 07/03/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the complaint issued. We would like to request that this complaint be redirected to the appropriate organization responsible for addressing the concerns listed. Safe Haven has not been to the complainant's residence since the installation in May 2022, nor have we assessed any fees to the customer since. Safe Haven would like to note, that we do not have authorization over ADT monitoring, billing, or cancellations, and any concerns regarding such would need to be addressed by ADT Corporate.
  
  We are committed to resolving any issues that may arise and want to make sure that this is directed to the appropriate location to ensure the complainant's concerns are addressed and resolved in a timely manner. If you require any further information or assistance, please feel free to reach out to us at your convenience. Thank you for your attention to this matter and your prompt action in redirecting this complaint to the correct organization.
  
  Respectfully,
  
  ******** ****** ********** ******* **** ***** ******** ********* ***

   

• Initial Complaint

  Date:06/20/2023

  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.

  Safe Haven Security system llc installed equipment on 05/06/2023. Beginning on June 13, 2023 the equipment began to malfunction with a defect in notifications via on screen shot and text messages on my iphone. Up until this point the equipment was working accordingly. A technician was sent out on June 20, 2023. The technicain arrived at 8:00am and departed at 11:00am. After multiple attempts made along with technician manager located in facility location were unable to fix the problem. Notifications that did come through on screen shot after opened were live rather than what actually took place with the notifications. The TEXT MESSAGING was NOT FIXED AND NO text message notification would come through. The technician, myself, along with the technician manager verified that “ALL” settings on my phone were turned on accurately and accordingly. The technician agreed that it was not my phone or the ADT app and was unable to resolve the problem. The technician left without providing me with any sort of documentation for the service but, stated there will be correspondence sent to the office?? I contacted Safe Haven customer service to cancel the service under their 6 month unfixable guarantee. They threatened me with a 75% cancellation fee and stated that it was my phone which, I can prove it is not my phone in addition too, as stated by the Safe Haven technician. The equipment was working on my phone until it did not and could not be fixed after 3 hours of attempts. I will not pay a 75% cancellation fee for their faulty equipment. This is fraud under the 6 month guarantee.

  

  Business Response

  Date: 06/21/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Alexander Colato. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed and acknowledge the consumer’s concerns.

  After reviewing the complaint, the consumer entered into a thirty-six-month alarm service agreement with Safe Haven for ADT alarm monitoring services. Safe Haven did not find any evidence that would support the alarm services system has malfunctioned or has not been able to submit signals to and from ADT’s alarm monitoring stations that would deem the system inoperable. As an Authorized Dealer, it is Safe Haven’s responsibility to exhaust all efforts to help provide a resolution to the customer’s concerns. In the event Safe Haven finds an error to the system that is caused from factors outside our control, it is the consumer’s responsibility to adhere to the service technician’s advisement or allow troubleshooting steps to occur.

  During the service appointment, the technician contacted his manager in efforts to offer remote troubleshooting. The technician manager noted that multiple attempts were made to walk the customer through troubleshooting, however, the customer would not permit the technician to move forward with steps to help bypass security feature settings on the customer's phone. The technician manager was able to turn on push notifications features from the system and the customer began receiving previous notifications, but then the customer raised concerns over not receiving text messages. The technician manager advised that requires the customer to alter their phone settings to give permissions for specific software to provide different features like text messages, sharing, location, etc., but the customer declined and stated they wanted to cancel.

  Concurrent to the above the technician manager noted each time they began offer resolution options or walk the customer through details of permission settings, the customer would decline and demand to cancel the services. The customer did not allow the technician to complete a professional service assessment or full resolution options to the concerns listed within the complaint. The customer prevented the technician from leaving demanding that he provided something stating the system issues were not due to customer fault. The technician, nor the manager provided the customer with a confirmation that the system had been deemed inoperable or that the issues that were of concern were caused outside the customer’s control.

  Furthermore, the six-month money-back guarantee is an operational guarantee and not a satisfactory guarantee. In order to be eligible to enforce a warranted guarantee, the customer must permit Safe Haven to exhaust all efforts and comply with resolution efforts, including professional advisement given in efforts to troubleshoot. Additionally, the system itself has to be non-functioning or failing to provide monitoring signals to and from ADT’s monitoring stations without any tampering from the customer. In the event the customer tampers with the system and causes system errors or fails to comply with resolution efforts and wants to move forward with terminating the services, the customer would be subject to the contract terms outline for early termination. (See page 5, term 2)

  At this time, Safe Haven is unable to provide a penalty-free cancellation or a partial refund as requested. The customer’s alarm monitoring system is fully operational and submitting signals . The customer has capability to utilize the alarm monitoring services and the issues of concern are setting features that can be updated at the customer's convenience. Safe Haven encourages the customer to contact us directly if they would like to allow our technical support team to help troubleshoot steps on how to walk through their phone setting permissions to allow text messages. Should the customer wish to forego troubleshooting and want to cancel, the customer may contact Safe Haven to fulfill the fees associated with early termination. Safe Haven can be reached M***** ******* ******* * ** ** * ** central time. Thank you for your consideration.

  Customer Answer

  Date: 06/22/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:  The response to the complaint is invalid and falsified and cannot be supported by Safe Haven. The technician spent three hours of trouble shooting including the assistance of the manager to resolve any internal issues with the signals from the equipment to my phone without success for text notifications. The technician did have access to my to phone confirming all settings were on accordingly.  Further more, to confirm all settings were on for the Safe Haven App I have proof of receiving a text notification from ADT  to give the technician access to my account in order to troubleshoot the problem, in addtion too, receiving a text notification stating that no further configurations or changes could be made. If the signals for the 'EQUIPMENT" to my phone for "TEXT MESSAGES" was working as Safe Haven states, then any notifications from the equipment signals should have went through to "ALL" notification availability. Safe Haven continues say it is my phone and not a failure of the equipment signals or an internal issue that was unfixable.  The fact remains Safe Haven guaranteed a service for notifications through Email, Text MESSAGING and Screen shots.  The signal for their equipment has failed for text MESSAGES. The last one received was on June 13, 2023, which was the reason for the service call in the first place. The technician did state that there was a Safe Haven internal "pause" to the text notifications which could not be resolved. I stated to the technician that I would not pay for a service that is not working accordingly as it initially did and I would be cancelling the service.

  Safe Haven has failed to provide the services that was guaranteed for all type of notifications available to me. Lastly, I have proof from a video clip with the technician stating when departing  that " it is still not working on our end and that is where the problem is" which will be undisputable. The technician was well aware of the internal problem and made all attempts to resolve the problem without success. Therefore, Safe Haven has no recourse then to back up their 6 month unfixable guarantee.
  
  ******** ********* ******

  

  Business Response

  Date: 06/29/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submitted.  Safe Haven would like to note, the customer has made erroneous allegations in reference to the actions Safe Haven has taken. Safe Haven’s response was valid and was not falsified, but supported by the terms listed within the alarm services agreement authorized by the customer. When the customer signed the contract, they authorized they understood the terms listed on pages 6-9, specifically terms titled as, “WARRANTY EXCLUSIONS” and “ALARM SYSTEM COMMUNICATION”, and “DELAYS”.
  Furthermore, the above-mentioned terms include the customer’s acknowledgement of the dealer not being responsible for any trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.) A customer’s personal cellular device notification settings is outside of Safe Haven’s scope and does not pertain to the function of the operating system used to provide the alarm monitoring services, nor does it permit a customer a penalty-free cancellation.

  Additionally, the contract does not mention any guarantees regarding text messages. The services include; Customer Monitoring Center Signal Receiving and Notification Service for Burglary, Manual Fire and Manual Police Emergency. ADT Interactive Solution Services includes; Web Access, Supplementary Email Notifications. The information outlined above can be found on page 3 in the upper left-hand corner under “Services to be Provided”. The money-back guarantee the customer is specific to operations of the alarm monitoring services detailed above. Additional conditions preventing the normal system operations cannot be caused by the customer (e.g., internet/ cellular services) and if the customer is responsible for providing sufficient internet capabilities and unable to do so, they would be ineligible to enforce a service guarantee for money back or a penalty-free cancellation.

  At this time, Safe Haven is unable to provide a penalty-free cancellation or a partial refund as requested. The customer’s alarm monitoring system is fully operational and submitting signals to and from the alarm monitoring stations. Should the customer wish to forego troubleshooting and want to cancel, the customer may contact Safe Haven to fulfill the fees associated with early termination. Safe Haven can be reached ****** ******* ******* * ** ** * ** central time. Thank you for your consideration.

• Initial Complaint

  Date:06/19/2023

  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.

  Bought a home in March and had ADT security installed and it was through Safe Haven security. Well after spending almost 1800 on equipment right off the bat. I had issues with equipment until the the smoke detectors was removed. Well I pay ADT for monitoring. I didn’t have service for May and June that I know of cause alarm in house was going off and never heard from ADT . Called ADT several times and come to find out they didn’t get payment correct for auto pay. Any way tried to cancel service which web said I could do for no charge. But come to find out I have to pay safe haven for a 32 month contract cause it wasn’t cancelled within the first 3 days. I have to pay Adt monthly now or pay safe haven 1600 to cancel.. this set up is a scam to get money for a ****** service safe haven has provided while representing ADT.

  

  Business Response

  Date: 06/20/2023

  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 Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed and acknowledge the consumer’s concerns.
  After reviewing the complaint, the consumer entered into a thirty-six-month alarm service agreement with Safe Haven for ADT alarm services. Safe Haven did not find any evidence that there was any improper conduct performed at the installation, or the collection of necessary documents required to be authorized by the customer. All customers are allowed to review the terms of the agreement during and after the installation. It is the consumer’s responsibility and discretion to review any legal documentation provided to them that requires their signature authentication agreeing to terms and conditions included, specifically, the thirty-six months.

  Concurrent to the above, Safe Haven has attached the documents authenticated by the customer that were signed with electronic and handwritten signatures. Safe Haven utilizes electronic signature through the use of DocuSign in addition to handwritten signatures. Within the copy of the electronic contract, time stamp and date analytics reflect when the customer received, reviewed, and signed the contract. Additionally, Safe Haven provides a three-day right of rescission period for all customers to exercise if chosen. The “Notice of Cancellation” document provides detailed steps on how a customer may enforce said right when chosen. When the customer authenticated his signature, he authorized that he understood and read the thirty-six-month term and the right of rescission period.
    Furthermore, Safe Haven does not bill for the monthly monitoring services. As an authorized dealer, Safe Haven is licensed to sell and install the equipment that allows the customer to utilize the alarm services. Safe Haven’s responsibility is to install and help assist with servicing the equipment under the warranty terms. In the event the customer has any monthly monitoring or billing concerns, the customer would need to direct them towards ADT, and it would be at ADT’s discretion to provide any compensation refunds.
  At this time, Safe Haven is unable to provide any refunds to the customer. Safe Haven has serviced the customer’s system and provided resolution to their system concerns. Should the customer have any additional system related concerns, we encourage the customer to contact our customer service department to schedule a service appointment.  Our customer service department can be reached ****** ******* ******* * ** ** * ** ******* **** ** ************* ** *** ***** *** ******** ** ****** ** ******* * ****** **** *** ***** ******** ******* ** ***** ** ******************************** Thank you for your consideration.

  Customer Answer

  Date: 06/21/2023

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

  even in their response they say the representative of ADT and that they do not do the monitoring, so why should I pay them 1600 dollars to cancel the ADT monitoring service.? I bought all equipment from safe haven. And ADT policy is if I cancel within a certain time there is not a charge which is broken down on their website. But safe haven says I had only 3 days to cancellation after signing agreement and the equipment was not working properly until 2 months later after several techs had come out and replaced and worked on the system. So how could I actually get a sense of the services when the equipment and system wasn’t able to do the job when contract was signed. ????
  ******** ******** ****

  

  Business Response

  Date: 06/29/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submission. It is Safe Haven’s main intention to ensure the customer’s comprehension on this matter. As an Authorized Dealer, Safe Haven is responsible for keeping the account in good standing as well as to service the equipment installed within the residence. Safe Haven has jurisdiction over the contract terms for the first thirteen months and then the account transfers under ADT solely. Safe Haven understands this may cause some confusion; however, the contract terms are provided to the customer upfront and at their discretion to review. Within the contract, the terms of the early termination are outlined specifically and can be found on page 5, term 2. The term states the following,

          “ I AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT      DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”

  Furthermore, should a customer want to terminate the services within the first thirteen months of the service agreement, it would fall under Safe Haven’s responsibility to enforce and collect early termination fees. The customer authenticates that they read and understood the designated time period to utilize their right to cancel upfront penalty-free during the installation in the same way, the contract outlines a designates early termination fees should the customer want to terminate the services before the full term if fulfilled. 

  At this time, the contract terms stand. Safe Haven did not received a cancellation request during the allotted time frame for the customer to be eligible for a penalty-free cancellation. Should the customer have any additional system related concerns, we encourage the customer to contact our customer service department to schedule a service appointment. Our customer service department can be reached ****** ******* ******* * ** ** * ** ******* **** ** ************. In the event the customer is unable to utilize a phone, they may reach customer service by email at ******************************** Thank you for your consideration.

• Initial Complaint

  Date:06/16/2023

  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 have attempted be cordial with Safe Haven as I have been having issues since the beginning. I got it installed beginning of January and on February 18, 2023 My Garage camera would still not connect at all. The technician came about 3-4 times and he and his manager said it was not going to work. I called ADT 2/18 and they said since it wasn’t going to work due to my TMO Internet not compatible then I qualified for cancellation with No ETF due to the 6 month money back guarantee. The technician said he would attempt again to which I allowed him to and he said unfortunately it wasn’t able to. All the times he came down he did not write down any notes on my account that he came or anything. I had some issues that I needed to handle after that I ended up calling in May to cancel since ADT(spoke to multiple ADT reps and they all said the same thing) said I qualified with no etf just to call and let Safe Haven know. Safe Haven has been super unprofessional including Safe Haven calling ADT liars, telling me to just change internet service, and all the reps refused to transfer me to a manager even after asking about 10 times with one rep directly. After calling back and forth more than 10 times I finally got a callback 6/16 from a manager and she said to call ADT and ask them to put a code that said no chargeback that way I wouldn’t be charged an ETF. Called ADT and the girl confirmed she put the code which that gets sent to Safe Haven so I don’t get charged, she gave me a confirmation #. I asked her for written document and she transferred me on a 3way call with Safe Haven where the guy began saying I was still going to get charged and he kept interrupting me while I was still talking and hung up in the middle of me speaking.

  

  Business Response

  Date: 06/29/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint by ******* ******. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. After reviewing the account, the customer entered into a thirty-six (36) month agreement with Safe Haven for alarm monitoring services on January 4,2023.

  After further investigation of the allegations made by the customer, Safe Haven did not find any evidence that there was any improper information provided to the customer regarding the terms of the agreement initiated with Safe Haven. Safe Haven requires all of our customers to review the work order prior to the installation appointment, in addition to the contract at the time of the installation. It is the consumer’s responsibility and discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions included, specifically, for the terms and conditions of the alarm monitoring service agreement.

  Additionally, Safe Haven utilized electronic signature through the use of DocuSign to authenticate the customer’s signature acknowledging the terms of the agreement. When the customer signed the contract, she authorized she understood the terms listed on pages 5-8, specifically terms “8. INSTALLATION”, “WARRANTY EXCLUSIONS”, and “18. ALARM SYSTEM COMMUNICATION.” Within the above-mentioned terms, the customer authorizes that they are responsible for providing compatible Internet connectivity. If the alarm system is unable to acquire, transmit or maintain an alarm signal over the designated communication mode (internet) for any reason and Safe Haven determines that the communication mode is or later becomes non-compatible, or requires the customer to use an alternate mode of communication to connect the alarm system to the alarm monitoring it does not permit the customer a penalty-free cancellation.

  Furthermore, Safe Haven provides a three-day right of rescission period for all customers as well as the Notice of Cancellation document that outlines the steps to exercise this right to cancel penalty free if chosen. Safe Haven performed the initial installation on January 4,2023, and did not receive any communication from the customer until May 2023. It was at the customer’s discretion to use the rescission period during the allotted time frame upfront when she was informed of the necessary requirements for the function of the supplemental automation devices, but failed to do so.

  In last, Safe Haven, nor ADT have any record of the alleged communication attempts stated within the customer’s complaint contacting either organization or within the designated time period eligible for a penalty-free cancellation. Safe Haven contacted ADT regarding their communication history with the customer in reference to the six-month money-back guarantee allegations and advised the customer was instructed that  in order for her to qualify for such, Safe Haven would have needed to have been permitted to conduct at minimum three (3) service calls for service issues non-related to internet communication or supplemental devices. The customer has had zero service calls noted on the account, and was advised by Safe Haven similarly. Additionally, conditions preventing the normal system operations cannot be caused by the customer and if the customer is responsible for providing sufficient internet capabilities and unable to do so, she would be ineligible to enforce a service guarantee for  money back or a penalty-free cancellation.

  At this time, Safe Haven is unable to waive the early termination fees. The customer has failed to provide any supporting documentation to validate the allegations formed within the complaint or that comply with the terms of the guarantee. Both organizations have advised the customer that she failed to enforce her right of rescission or qualify for the money-back service guarantee. The account is currently pending cancellation and the cancellation is set to process on July 5,2023. Once the cancellation has processed, the customer will be subject to the early termination fees outlined on page 5, term 2. Safe Haven encourages the customer to contact us directly at ************ Monday through Friday, 8 AM to 7 PM to make arrangements for the remaining balance left on the account. Should the customer wish to forego fulfilling the owed balance, she will be subject to further collection efforts. Thank you for your time.