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:06/09/2023

  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 May 11th, I signed a contract with Secure24 for our new ADT service. That contract is attached, clearly stating the rate is $59.99/month. When it came time for install, the installer sent me a docusign stating $64.99. I quickly emailed my sales rep to confirm that the rate would remain $59.99, she confirmed (email screenshots attached). The installer also confirmed that they would fix it on their end. After install, the first payment came out as $64.99, so I emailed my rep again, and another rep called to let me know that the difference would be refunded and it would in fact be $59.99. Somewhere along the line, T**** *****n with SafeHaven got involved (not sure how the two companies interact), and insists that I either pay the $64.99 or they will come remove the equipment (which was drilled into my home). They refuse to acknowledge the original contract that I signed. It seems like a quick scam to upsell customers and leave them no choice, short of having holes in their home (and likely trying to stick them with the $199 install fee as well).

  

  Business Response

  Date: 06/15/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response submitted by ***** *****. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. Our customer support division has been in communication with the customer regarding rate dispute of the agreed  in efforts to provide a resolution to suffice the customers wishes.

  
   Additionally, Safe Haven would like to note that the rate variation stemmed from one of our third parties promoting a rate that is no longer publicly advertised. We are working diligently with the customer to ensure a new contract is written to reflect the monthly rate of $59.99. Once this is signed by the customer, we will update our internal records to reflect the same. At this time, Safe Haven would like to thank the customer for their patience and understanding while we work towards finalizing the confirmed resolution efforts above. We appreciate the customer allowing Safe Haven the opportunity to rectify this matter and thank them for their time.

  Customer Answer

  Date: 06/16/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  They sent the new contract and the rate has been corrected! I appreciate their timely response and honoring their contract! 
  
  ******** ***** *****

  

  Business Response

  Date: 06/16/2023

  Good afternoon,
  
   
  
  Please attach the verbal resolution confirmation recording to the complaint. It would not permit the upload.
  
   
  
  ***** *** ** ******** ********  

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my security system 9 months ago. Since then I have had 2 sensors fail which are suppose to be under warranty for life. Safe haven wants to charge me for a technician to replace sensor even if under warranty. I was told that I am being charged for the technician time and gas. Do they even understand the meaning of warranty. I contacted ADT directly and they stated that safe haven is not following Adt policy, but are following their own policy

  

  Business Response

  Date: 06/08/2023

  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 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 customer has expressed and would like the opportunity to acknowledge the consumer’s concerns.After reviewing the account, the consumer entered into a thirty-six (36) month agreement with Safe Haven Security for ADT alarm monitoring services. Within this agreement, service warranties are outlined and explicitly detailed on page 6 under term 9 (LIMITED WARRANTY) and term 10, (EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP).  These terms identify the time line in which service fees are at no cost to the consumer (the first 90 days) and the fees assessed ( $59) when requiring a service visit any time after that designated time period.

  Additionally, the consumer’s 90-day time period was concluded in November of 2022. When the consumer contacted Safe Haven on January 19, 2023 and June 7,2023, they were subject to the applicable services fees that were authorized and agreed upon within the contract terms. Unfortunately, Safe Haven cannot speak for conversation had with ADT, however, Safe Haven is following the contract terms the customer agreed to. In the event ADT has advised the consumer that they do not have to pay the standard service fee, they may fulfill the service fee payment and request reimbursement from ADT directly to honor.

  At this time, Safe Haven has not found any evidence supporting the customer’s allegations of charging erroneous services fees or that the customer is eligible of a refund.  The warranty terms for the services provided by Safe Haven were outlined for the customer’s review and have been upheld by Safe Haven consistently. Safe Haven encourages the customer to contact us directly at ************ in the event they have any further questions or concerns regarding their service agreement and the terms included. Thank you for your review.

  Customer Answer

  Date: 06/08/2023

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

• Initial Complaint

  Date:06/06/2023

  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 got ADT in May of last year, and we’ve had a significant amount of problems with their equipment. Within the first 2 months the doorbell camera would never work, the fire alarm would go off sporadically & in the middle of the night, the door/window sensors never worked either. We called so many times to have our stuff fixed since we pay for it and they would replace it with products that STILL didn’t work. They then started to try and charge us $60+ to have it fixed, like??? When we tried to cancel our services with them they told us we had to pay $1500+, which is absolutely ridiculous because we called so many times to get them to fix their equipment and the issue was never solved. We still had a faulty doorbell camera that only worked every so often, the fire alarm still goes off in the middle of the night and nothing works. If they’re gonna charge us for services, we’d at least like the stuff to work but it never has. ADT is a scam & they’re money hungry.

  

  Business Response

  Date: 06/06/2023

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

  

  Business Response

  Date: 06/09/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by Haley Partner in association with account listed under Griffin Partner. 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 customer has expressed and would like the opportunity to acknowledge the consumer’s concerns. After reviewing the account, the consumer entered into a thirty-six (36) month agreement with Safe Haven Security for ADT alarm monitoring services. Within this agreement, service warranties are outlined and explicitly detailed on page 6 under term 9 (LIMITED WARRANTY) and term 10, (EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP). These terms identify the time line in which service fees are at no cost to the consumer (the first 90 days) and the fees assessed ( $59) when requiring a service visit any time after that designated time period.
  
  Concurrent to the above, the contract also details termination fees assessed in the event a customer decides to terminate services before the fulfillment of the 36-month agreement. The “IMPORTANT TERMS AND CONDITIONS” of the contract can be found on page 5, specifically term 2 regarding early termination fees. All terms were provided upfront for the customer to review at their own discretion. In the event the customer objected to any of those terms, a recission period was outlined for the customer to exercise their right to cancel penalty-free, however, the customer failed to do so.

  
  At this time, Safe Haven has not found any evidence supporting the customer’s allegations of charging erroneous services fees or that the customer is eligible for a penalty-free cancellation. The warranty terms for the equipment provided by Safe Haven were outlined for the customer’s review and were upheld by Safe Haven consistently. Safe Haven attempted to contact the customer from July of 2022 up until March of 2023 to advise of the account delinquency and status. Once the account terminated for non-payment, the account was no longer eligible to be reinstated or eligible for servicing. The customer will need to direct any further communication regarding the account balance to our collection agency to settle the balance left remaining on the account due to the early termination for non-payment. Thank you for your review.

• Initial Complaint

  Date:06/06/2023

  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 sales rep offer me security service with the company. The sales rep went over the various options and products. The sales rep informed me product and install was free and monthly service charge for basic plan was only $45 a month with a $100 rebate. The basic plan was two door sensors, a carbon monoxide detector, and a smoke/fire detector. I thought that was a good deal after checking with friends and family who have used ADT. I got the install and immediately after the tech leaving one of the door sensors fell off. The entire install was suppose to be about two hours, it was four hours. Two weeks later the fire alarm goes off and before I can fully disarm fire department arrives. It was a false alarm. Two weeks after that the smoke alarm goes off again for no reason. I was able to disarm and prevent fire dept from showing. While on the phone with ADT the alarm goes off again. The customer representative tells me it's bad batteries, outdated sensors, or faulty equipment that caused this and they would dispatch a tech to look at. I informed her the equipment was only a month old and how was that possible. She said it just happens. That same evening the monoxide starts beeping followed by the panel. All stating low battery. Again only one month since install. I called the next day to cancel and was told I signed a contract and would be in breach of contract. I informed assoc I did not sign a contract nor was told of contract. Assoc got snooty and stated it was sent to my email and did I bother to check my email. Assoc stated she would resend. Upon receiving of email I looked over the contract and found my signature was forged, my initials were forged, and the sales rep listed was not the one who sold me the plan. I filed a complaint with the customer complaint dept asking services be terminated and a formal letter and email be sent stating services canceled and no breach of contract since signature was cleary forged and I had proof. Services were canceled, however no formal letter or email received. but now I'm being balanced billed for a contract I never signed or knew about.

  

  Business Response

  Date: 06/05/2023

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

  

  Business Response

  Date: 06/12/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by Monika George. 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 customer has expressed and would like the opportunity to acknowledge the consumer’s concerns. After reviewing the account, the consumer entered into a thirty-six (36) month agreement with Safe Haven Security for ADT alarm monitoring services on January 12, 2023. Prior to the installation of services, the consumer was provided a work order that was authenticated through the customer’s designated email address.

  First and foremost, Safe Haven has not found any evidence that there was any improper conduct performed at the installation, or during the collection of necessary documents required to be authorized by the customer. When a consumer authenticates their signature, the customer inputs a four-digit code sent to them through a designated email address to generate an electronic signature onto the document. When this is signed, the customer authorizes they agree to the terms of the agreement, specifically, the terms of the warranty. Within the copies of the work order and the contract are time stamps and date analytics of when the contract was received, reviewed, and signed.

  Additionally, the terms of the agreement outline the details of the warranty explicitly. The customer was provided all the necessary information upfront prior to the installation, during, and after. The customer was given full access to the terms of the agreement, including page 6, term 10 (EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP) that states,

  “Dealer will repair or, at its option, replace any part of the equipment supplied by Dealer that requires repair or replacement due to malfunction, excluding wiring and batteries. “

  
  Concurrent to the above, the contract also details termination fees assessed in the event a customer decides to terminate services before the fulfillment of the 36-month agreement. The “IMPORTANT TERMS AND CONDITIONS” of the contract can be found on page 5, specifically term 2 regarding early termination fees. All terms were provided upfront for the customer to review at their own discretion. In the event the customer objected to any of those terms, a rescission period was outlined for the customer to exercise their right to cancel penalty-free, however, the customer failed to do so.

  At this time, Safe Haven has not found any evidence supporting the customer’s allegations of fraud, forgery, or that the system has been deemed inoperable for a penalty-free release. The warranty terms for the equipment provided by Safe Haven were outlined for the customer’s review and were upheld by Safe Haven consistently. Safe Haven attempted to advise of the account status, but the customer let the account to default for non-payment. Safe Haven has sent the remaining balance left on the account to a collection agency. The customer will need to contact our collection agency moving forward. Thank you for your review.

• Initial Complaint

  Date:06/05/2023

  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.

  We bought a house in July of 2023 and were confronted by an ADT representative shortly after. We had concerns about getting their service due to the price, but we’re told that if any of the equipment had issues or anything at all that ADT would service or replace it at no cost to us as long as we had the contract. Less than a year later we have multiple sensors malfunctioning and ADT. It turns out the representative omitted the fact that we would have to pay $60 each time they have to come out just to look at the equipment even after troubleshooting with them over the phone. Then even if they do replace it and it breaks or malfunctions again after 30 days we have to pay them again to come out to look at the one they just replaced. Aside from that the installer did not install the sensors in all the locations we requested and instead placed one where we didn’t want it. We even looked past the damage to the walls, not hidden by the panel. ADT told us it didn’t matter if he didn’t put the sensors where we requested him because we didn’t realize it soon enough. Based on the quality of the install of the panel I do wonder if these multiple sensor issues are due to poor installation. After informing ADT of the sensors not being placed where we requested we were told we could pay another $60 to have them moved to where we originally requested.

  

  Business Response

  Date: 06/05/2023

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

  

  Business Response

  Date: 06/14/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by Joseph Parsons in association to the account listed under Melissa Parsons. 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. We would like to extend our apologies for any and all frustrations the customer has endured throughout this matter and take the opportunity to address the customer’s concerns.
  
  First and foremost, Safe Haven collected a thirty-six-month alarm monitoring service agreement from the customer on July 22, 2022. The customer authenticated an electronic signature agreeing to terms and conditions within the agreement, specifically those listed on page 7 under terms 9” LIMITED WARRANTY” and term 10” EXTENDED LIMITED WARRANTY/ QUALITY SERVICE PLAN (QSP)”. The two terms referenced to provide explicit details of the 90-day warranty period and the $59 service fees associated with service request outside the period outline above.

   Unfortunately, our installers may not always be able to place equipment in areas designated by the customer’s preference if under the area is not found best suited under the technician’s professional advisement. However, it is at the customer’s discretion to request relocating equipment to different areas within the home at the installation prior to the technician’s departure to avoid additional fees.

   Additionally, Safe Haven installed the services in July 2022 and did not receive any service request or allegations of owed equipment until April 2023. Safe Haven advised of trip service fees and offered alternative solutions at no cost to the customer by offering technical support troubleshooting. Safe Haven attempted to contact the customer from April 26, 2023, to May 5,2023, in efforts to provide resolution, but did not receive return follow up from the customer.

  At this time, if the customer is experiencing any service related issues, they may utilize the contact information the technical support agents previously provided. If they preferred an onsite visit, they may contact Safe Haven to schedule a service visit with the associated trip fees. Should the Parsons’ wish to forego servicing and move forward with terminating the services, they would be subject to the early termination fees. Safe Haven can be reached Monday through Friday, 8 AM to 7 PM central time. Thank you for your consideration.

• Initial Complaint

  Date:06/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Safe Haven on April 28, 2022. On May 12, 2022 the fire alarm malfunctioned and caused the fire department to respond. I called Safe haven (on hold for an hour) but was assured that it would not happen again. A few days later the system malfunctioned & the fire department responded. again. I called Safe haven (on hold for an hour) made an appointment for someone to look at the system. I stayed home from work but no one showed up. I called (on hold for an hour) I was told someone forgot to hit submit. I rescheduled. I was told that the fire alarm is a heat sensor & too close to the guest bathroom. It was moved 10' further away. The next time someone showered, the system malfunctioned & the fire department responded again. I called Safe Haven & set up an appointment to look at the system. Off work again & no one showed up. I was told that someone forgot to hit submit again. Alarm malfunctioned a min of 14 times and was never fixed. I called many times with the minimum hold time of 47 minutes every time. I requested the money back guarantee. Per the pre arbitration agreement I mailed notice of dispute to safe haven. I received ONE missed call/voicemail. I left many voicemails but never received another call or written confirmation from Safe Haven or any attempt at a solution. I work full time, in classes full time, and a single parent. I do not have time to sit on hold for multiple daily. There was no resolution & the guest shower could not be used until the service was cancelled. This was ridiculous hinderance. Then in January 2023 I moved & relocated service to the new home through ADT (****** **** * **********). Safe Haven was informed but continues to bill me for early cancellation even though they are aware that service was transferred and no penalty applies. I want refunded for the equipment per money back guarantee & written conf that no penalty applies from the transfer. More info available on request I do not have enough room for all.

  

  Business Response

  Date: 06/05/2023

  Dear Better Business Bureau,

  Safe Haven Security Services, LLC ( "Safe Haven") is an Authorized Dealer of ADT licensed to sell and install equipment for the alarm monitoring services. This complaint will need to be directed towards ADT Billing as Safe Haven does not have any oversight over monthly billing or authorization to assess or refund monthly billing fees for the alarm monitoring services. Those matters will need to be directed towards the company that withdrew the funds. Thank you for your understanding. 

  Customer Answer

  Date: 06/05/2023

   *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: the invoice attached is clearly marked from Safe Haven directly. Safe Haven acknowledges in the email attachment that ADT has released me from the contract but Safe Haven claims that I owe them the cancellation penalty despite the fact that I transferred services. I am requesting confirmation that they are going to stop trying to collect that cancellation fee as they are not entitled to it.
  
  The refund that I am requesting is for the equipment purchased from Safe Haven that malfunctioned. Safe Haven failed to correct the issue despite being given more that three chances to do so (as required by the money back guarantee). 

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

  

  Business Response

  Date: 06/13/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submission. Safe Haven does not provide a contract that discloses any terms related to a “money-back guarantee”. Additionally, Safe Haven would like to note that the customer has alleged malfunction of equipment purchased being refunded, however, the equipment purchased was not mentioned in the customer’s complaint nor deemed inoperable. An itemized invoice has been attached for the record.

  Concurrent to the above, Safe Haven previously clarified that we do not have access to ADT’s monthly monitoring billing to issue refunds on ADT’s behalf. The invoice the customer has submitted distinguishes that it was an invoice quoted for the early termination fees, not monthly billing. Furthermore, the quote reflects it was dated prior to ADT’s reversal submission. Safe Haven has captured an image from our shared dealership platform that records ADT issuing a reversal to be processed on 4/7/2023 that completed on 4/10/2023.

  In last, Safe Haven has not made any claims of owed balances from the customer since ADT’s reversal, nor has there been any attempts to collect funds since they were reversed. At this time, Safe Haven has not found any information that would support the customer be issued a refund. Safe Haven encourages the customer to contact ADT in reference to any refunds with the monthly monitoring fees. Thank you for your time. 

  Customer Answer

  Date: 06/13/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: thank you for acknowledgement that the early termination fee was reversed. I asked for a statement or written acknowledgement on my account specifically, stating that these fees were no longer being pursued. 

  No where in the complaint submitted was a reference made regarding monthly service fees. Safe Haven has tried to deny responsibility and referred to ADT’s fees in both responses. The remainder of my complaint was most definitely alleging defective equipment sold by Safe Haven and a failure on part of Safe Haven to remedy that defect. This was followed by a failure on Safe Haven’s part to communicate in good faith on the notice of disagreement as required by the arbitration agreement from Safe Haven’s contract (which was also attached). I included all parts of this allegation; the receipt for the equipment, the notice to Safe Haven, etc., all with the exception of my phone records showing that I received one voicemail from Safe Haven and called them back several times but received NO response from Safe Haven for months, despite MANY calls to them. Why have an arbitration process which requires the parties to attempt to resolve the matter between themselves, if they are not going to comply? There was no communication from Safe Haven after the confirmation that the dispute was received and no possible resolution? If Safe Haven was unwilling to replace or refund the clearly defective (as acknowledged by Safe Haven employees) equipment then what is a consumers remedy? A reputable business would have a solution available to consumers and actually show up to in home appointments that consumers scheduled their plans around. This place reeks of bad business and a scam. Every statement made by Safe Haven so far is that every complaint is someone else’s problem, even when I provided enough documentation to prove otherwise. They merely collect a fee with no regard to customer experience and no attempt to ensure their product is working. I was given no alternative solution or remedy. I’m just on my own figuring out why it is malfunctioning and how to stop it from doing so? 

  I would like written confirmation to my email or mailing address regarding my account stating Safe Haven is no longer pursuing the cancellation fee. That should not be difficult. 

  I want a full refund for all equipment purchased through Safe Haven. The receipts were attached. 

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

  

  Business Response

  Date: 06/16/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) final response to the additional rejection submission. Safe Haven would like to note we have addressed the customer’s initial concerns with detailed explanation why their desired settlement needs to be directed towards ADT. The system was not deemed inoperable, nor was the customer granted a six-month money-back guarantee. Safe Haven’s builder division coordinator made attempts at offering resolution aid to the customer upon the notice of the dispute and there wasn’t any additional services request or disputes for several months until the customer reached out to terminate services due to relocation. The record reflects the customer’s account cancelled due to their relocation request with ADT.

  Furthermore, Safe Haven has verbal recording of the customer’s cancellation request several months after the notice of dispute. During the call, the customer verifies her cancellation request was not for an inoperable system, but for relocation. At no point in time does the customer reference the system being inoperable or being awarded a six-month money-back guarantee refund. The customer goes as far even inquiring what early termination fees are due if any. Unfortunately, when the customer called Safe Haven was unable to assist her, however it was made clear the reason for cancellation was solely for relocation.

  Concurrent to the above, the consumer has requested a refund for equipment that was not deemed inoperable or awarded a six-month money-back guarantee. The customer used the monitoring services and the equipment she is requesting to be refunded for a total of ten months without any services concerns. Within those ten months, the customer referenced issues with a smoke/heat sensor that was included in her sales promotion. In August 2022, following Safe Haven’s acknowledgement of the customer’s notice of dispute, the customer continued services for an additional six months following her dispute without any additional services request.

  In last, Safe Haven has not continued to bill the customer, has not offered a money-back guarantee or found the customer eligible for any refunds towards equipment purchased. Safe Haven cannot provide written confirmation on penalties regarding a transfer of services we did not perform, nor any penalties we have not been assessed ourselves. The customer was formally awarded a penalty-free cancellation on the property located at **** **** ***** after Safe Haven requested a reversal of the penalties on the customer’s behalf.  Safe Haven has attached the verbal recording conducted on 1/25/2023 and issued the customer an email reiterating the statements above. Thank you for your time.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want out of the contract due to equipment performance. The motion detector hasn’t worked since installation. We waited another week for a technician to come. He has come twice in one day and still no solution. They told me that the contract states the technician can come out as many times as needed and this is not what I signed up for. This was installed on May 12 2023 and it hasn’t worked since installation. Now they are saying that they will send someone out as many times up until 90 days and then I will have to pay for service charges after that. I called ADT and spoke to ****** and he explained that they have no affiliation with safe haven and that they weren’t a good company and I should have done my research and went directly through ADT. I spoke with ******* *** ****** at safe haven. They said I would be responsible for the 75 percent of the contract if I cancel. This is poor business.

  

  Business Response

  Date: 06/02/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”)formal response to the complaint made by Phillip Wilson. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter and would like to acknowledge the customer’s concerns. Safe Haven strives for an excellent customer experience and in the event equipment issues arise, it is our responsibility to uphold the installation agreement and to ensure we exhaust all options necessary to provide a resolution.

  After further review, Safe Haven would like to note the customer’s first notice of any errors with the motion sensor was on June 1, 2023. Although the customer has referenced multiple service visits, none of the visits have been for equipment error, specifically for the motion sensor until recently. Safe Haven has arranged for a technician manager to visit the residence per the customer’s authorization on June 12,2023 to assess the state of the motion sensor and address the customer's concerns.

  At this time, Safe Haven is unable to permit a penalty-free cancellation or deem the system inoperable. The customer has been able to utilize the alarm monitoring services without any interruption of service signals and has not yet allowed Safe Haven to evaluate the state of the motion sensor. If the customer would like to move forward with their cancellation request without the alarm monitoring system being deemed inoperable, he would be subject to the contract terms. Thank you for your consideration.

  Customer Answer

  Date: 06/03/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  They are not being truthful about the amount of time the equipment has not been working properly. The technician had issues with equipment before he left installing it. We contacted him directly and he would not come back and said we would have to wait until another technician came the following week to bring a stand. That technician came twice in one day. They are sending a manage to see if they can get the equipment working, however it’s not working the way it is suppose to work and we need the motion sensor for when we are out of town. We don’t like the fact that the equipment hasn’t worked stance installation and if they aren’t able to get it working within 90 days they aren’t responsible for it. They can come out as many times as needed to get the equipment working?  That tells me the equipment is unreliable. If the manager can come out and getting the equipment working then we are fine, however I don’t trust the company when they lie about the amount of time the equipment hasn’t been working. They should communicate with their technicians better. 
  Regards,
  
  ******* ******

  

  Business Response

  Date: 06/14/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submission. The customer’s initial complaint detailed the customer’s concerns regarding the equipment performance, the warranty period, contract terms and false remarks from an alleged ADT employee. Safe Haven has acknowledged the customer’s concerns regarding the performance of the motion sensor and have been in constant communication with the customer not only to service the motion, but ensure the customer is aware of how the motion sensor performs since June, 1st when Safe Haven customer support was advised of any concerns regarding the motion.

  Additionally, Safe Haven has not been untruthful about the function of the motion sensor. Safe Haven’s first service appointment designated for the function of the motion sensor was scheduled on 6/12/2023 with a technician manager. During the service visit, the technician noted he replaced the motion sensor, conducted performance test, and explained to the customer that the motion sensor requires at least five minutes without detecting movement after being triggered to do its job properly. In the event the customer attempts to set it off themselves, they have to allow the device to recalibrate before it will immediately trigger another alert. The customer confirmed they were satisfied with his explanation on 6/12/2023 and the tech advised he would schedule a follow-up call within 24-48 hours to check back on its performance.

  Furthermore, Safe Haven provides all of our customer’s the alarm monitoring services contract with a right of rescission to enforce. The contract details “IMPORTANT TERMS AND CONDITIONS” beginning on page 5 that outlines the service warranty, early termination, and additional documents designated for the rescission period. Safe Haven’s documented service visits regarding ordered equipment were in reference to a desk mount (“panel stand”) and did not pertain to any function of the device the customer has raised concerns with. In the event the motion sensor failed to perform when it was initially installed, the customer was well within their right to enforce a penalty-free cancellation by use of their “NOTICE OF CANCELLATION” form.

  In last, at no point during the designated time frame was the right of rescission enforced, nor was there any record of the motion sensor causing an interruption of the alarm monitoring signals. Safe Haven’s local technician manager has communicated with Mrs. ****** as recent as 6/13/2023 regarding troubleshooting and has an additional follow-up call with Mr. ****** today (6/14/2023). At this time, f the customer would like to move forward with their cancellation request without the alarm monitoring system being deemed inoperable, he would be subject to the contract terms. Safe Haven has provided supporting information reflecting the customer’s authorization of the contract terms that disclose the 90-day warranty period and the early termination fees. Safe Haven has honored the customer’s desired settlement of “no further contact by the business”, however, Safe Haven has been in constant communication with the customer anytime the customer has notified us of additional concerns and look forward to assisting the customer. Thank you for your time.

  Customer Answer

  Date: 06/19/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  I do not appreciate this business being dishonest about the issues we were having. The day the equipment was installed we made a call to the technician about the motion sensor not working properly because he was having issues before he left. We contacted him by phone and was told that since we had an appointment to get the ”panel stand” replaced the following week, he would check the sensor at that time. So the issue has been ongoing since the installation!  After the technician came with the new stand and tried two different sensors and they weren’t working, we contacted him and he said he wouldn’t be able to come back out that day. We were leaving for the beach the following morning. We called the customer service and tried to get them to send someone and they couldn’t. So yes, we felt like our home wasn’t protected while we were gone and since we were gone for 10 days we had to wait until the 12th to get someone out.  As far as being in constant communication, that has not happened either. The previous technicians obviously didn’t know how the motion sensor worked because it wasn’t until the supervisor came out, tried 3 different sensors and made his phones calls was it explained there was a “timing” issue with it. We were then suppose to get a call back the next day to check to make sure it was working properly and never got the call back until I, myself called the customer service line.
  

  However!  ****** ******** then called us, came here and explained in greater detail how the system should be working and what we needed to do. He also told us about different functions and we appreciate that  The system is now working and we just wanted the system to work properly  

  We wanted the system and now that’s it’s working properly, or we understand how to work it, that problem is solved  it doesn’t take away the fact that the company has continually lied about this issue.  The technicians aren’t passing on information or there is a gap somewhere else…or they are just an unhonest company

   

  so…not getting out of the contract and I’m fine with that because the system is working, but I will warn any and everyone I know about this company as far as integrity goes

   

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

• Initial Complaint

  Date:05/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against SafeHaven Security due to their unethical practices and unsatisfactory service. The details of my complaint are as follows:SafeHaven Security has not provided service to my home as agreed in the contract, on three different occasions my property was broken into, items stolen etc. everytime I reached out to ADT and safe haven about the situation all I get is you can do an early termination but you will still owe us $1800, in fact why would I be responsible for paying for service I did not properly receive. When I spoke to a ADT rep she informed me that if I had went directly with ADT they would cancel my service without any penalties due to my home not being secured when that was a service they stated I would have she informed me to reach out to safe haven, safe haven has been giving me hell. My service have yet to be cancel and they are still saying I have to pay the cancellation fee Despite paying for their services, we did not receive the expected level of security. I would definitely rate them 0 out of 5. They have not done anything to rectify this situation. This is my second review on BBB due to me not being able to find the first review

  

  Business Response

  Date: 06/01/2023

  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 sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter and would like to acknowledge the customer’s concerns After reviewing the account, the customer entered into a 36-month agreement with Safe Haven for ADT monitoring services on August 26, 2022. To clarify, the terms of the agreement disclose specific details of early termination fees being assessed in the event a consumer wishes to terminate the service agreement prior to fulfillment. Safe Haven has been unable to find any evidence that reflects we have failed to provide a resolution to any of the customer’s concerns that have been brought to concern or that the customer is eligible for a penalty-free release. To date, Safe Haven has been to the residence on one occasion outside of the installation.  
  On October 29,2022, Safe Haven met with the customer to assess the camera notifications of concern and found all devices were functioning properly. The customer was advised that the device used to access their camera may be interfering with notifications if a sleep schedule is set that prevents alerts from being sent during set time periods. For a period of six month, there was no communication from the customer. During that time, Safe Haven attempted to collect a 90-day delinquency and received zero follow-up communication from the customer. On April 24,2023 the customer reported the cameras failed to capture a break in and was informed by ADT that Safe Haven would have access to the footage. Safe Haven informed the customer that cameras are self-monitored and unless footage cannot be accessed that was not captured. Additional efforts of technical support were given to the customer regarding where clips could be accessed and found that the system was working as designed. Safe Haven advised of recording capabilities and advised the customer settings would require adjusting to prevent any delays and ensure larger parameters were being captured. When Safe Haven offered, the customer declined making the adjustments and threatened to take legal action and requested to cancel services penalty-free. Safe Haven would like it noted that acquiring services does not guarantee break-ins will not occur or that a customer won’t experience theft. The alarm monitoring services are a preventative measure, but they do not guarantee zero risk.
   On May 1, 2023 the customer expressed she would be filing a l lawsuit and wished to cancel the services penalty-free through email and by telephone. Safe Haven provided verbal and written responses with early termination fee quotes and the steps to move forward with cancelling the services with the associated fees. The customer attempted to call into Safe Haven’s support team on May 3. 2023 and falsely claimed that she was told she could cancel penalty-free through a Better Business Bureau. Safe Haven informed the customer neither the notes, email records, or the public Better Business Bureau review reflected the information she had relayed. Safe Haven continued to received email messages from the customer from May 19,2023 until May 25,2023 regarding her request and claims she was advised of being permitted penalty-free release. Safe Haven requested supporting documentation to support her claim and have yet to receive such. At this time, if the customer would like to cancel her service agreement early, may do so by calling *** ** ************. Please be advised, once ADT has notified Safe Haven of the cancellation, Safe Haven will be required to collect the early termination fee u per the terms of the contract.

  Customer Answer

  Date: 06/01/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
    I started my sevice back in Aug 2022 and had no issues with my service until I reach out back in April I had nothing wrong with my service until than when safe haven sent a rep out to my house back in April I allowed the rep to fix what he said would cover my property and stated I would not have any issues from than on with my camera. I never had a sleep schedule set on my cameras my cameras were to be running 24/7 after the rep left my home i than had two other break ins on two different occasions. Why should I be responsible for paying for service that I did not receive, the purpose of security system is for security if I’m not receiving the services that safe haven is require to give why should I be responsible for paying. I ask for my service to be canceled on numerous occasions from ADT and safe haven no one has yet to cancel my service. Safe haven has been the worst company ever. I DO NOT WANT THE SERVICE. 
  ******** ***** *****

  

  Business Response

  Date: 06/12/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. Within the customer’s response, the customer inadvertently disproved the initial allegations of the services not being provided when she stated, “I started my service back in Aug 2022 and had no issues with my service until I reach out back in April I had nothing wrong with my service”
  
  Additionally, Safe Haven previously addressed the customer’s concerns surrounding cancellation with detailed explanation of why early termination fees would be required. At no point during any communication with the customer has Safe Haven implied or advised the customer would be eligible for a penalty-free cancellation. Safe Haven has also advised if the customer would like to cancel her service agreement early, she would be required to issue her request to ADT.
  
  In last, Safe Haven does not have access over the alarm monitoring services or control of when ADT processes a cancellation request. When a customer issues a cancellation request to ADT, it may take up to 30 days for the cancellation to be processed. Currently, the account reflects a pending cancellation to be completed on June 25, 2023. Please be advised once the account has terminated, the customer will be subject to the early termination fees. Thank you for your consideration.

• Initial Complaint

  Date:05/28/2023

  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.

  I contracted Safe Haven Security, an authorized dealer of ADT, to install a home security system in my new home (attached) through a **** ****** ** ** *****. I asked this dealer if I could pay the entire year in payments at once. I assumed I did when he billed me the initial 1387.36. But I am still charged 49.99 monthly for the ADT Services. I contacted Safe Haven and the Service Tech to discuss the matter. I did receive a response from Safe Haven. Initially, I called the service tech who installed the system, **** *****. But when I explained who I was and my situation he immediately said, "No, this is ******* ******" And I also received a call from Clint but missed him and could not reach him later. So, I called Safe Haven again on May 11. They explained their charges by saying that I received a 500 Voucher during installation, although I could not find it in my billing statement (attached). They explained that I received several door/window mini sensors free but had to pay for the remaining seven at full price, 129.00 each. These sensors average 16.00 or less. Even at 50.00 each, that is still only 350. That is a ridiculous excuse for the 900.00 charge. These people are criminal, and I want my money back. I paid enough for an entire home camera system, and I think I should have it. It saddens me that people tend to take advantage of the disabled. Attached: Bank Statement Showing Purchase Account Number Showing Past Payments ADT Alarm Service Contract

  

  Business Response

  Date: 06/08/2023

  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 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 customer has expressed and would like the opportunity to acknowledge the consumer’s concerns.

  After reviewing the account, Safe Haven has attempted to contact the customer by phone on three separate occasions including today. (6/5 & 6/6) An additional email has been sent to the customer’s primary email address on file to discuss resolution options and potential credits. Safe Haven has been unsuccessful in receiving any return communication in order to help resolve this matter.
  In order to resolve this matter in a timely manner, Safe Haven would like to encourage the customer to contact 816-312-5879 at her earliest convenience. Should the customer be unable to utilize telephone services, she may email ***** ******** ** ****************************** to discuss resolution options for her account. We appreciate the Better Business Bureau’s time and thank you for your consideration.

• Initial Complaint

  Date:05/23/2023

  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 have attempted to cancel service on multiple occasions by calling and email with no response. We are moving and need to have the service terminated since we have new ADT service at our new home.

  

  Business Response

  Date: 05/26/2023

  Dear Better Business Bureau,

  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”)formal response to the complaint made by *** ****** Safe Haven spoke with the customer on 5/23/2023 and confirmed the customer was aware of what/if any cancellation fees would be assessed by ADT by ensuring he knew to contact ADT to get confirmation. At this time there are no further actions required by Safe Haven. Thank you for your consideration.