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:08/26/2022

  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.

  Hello! I file this complaint against Safe Haven because they have dealt with me in a very un-professional un-ethical manner, and perhaps fraudulently too 1- Their sales rep **** *** ****** came to my home's door step offering me their home security services, and HE said that after recently closing on the purchase of my new home ALL equipment have been covered/paid and therefore I only had to worry about paying a monthly fee for the monitoring of the home. He also told me that they WOULD ONLY charge me for the remaining week of May, then subsequently charge a full monthly fee. to which I agreed. Second, he send the tech to install the equipment and, even though he did NOT have the cameras with him that day, he said all was ready and working but he said he's return in 2 days with the cameras to install. I believe that when 2 days had passed and no one came to my home to install the cameras, I texted him saying what had happened and he APOLOGIZED for the inconvenience and thus acknoeledging the job WAS NOT COMPLETED. Then since I had checked my bank account balance and noticed that they had charged my account the full amount for a service I did not have at that moment, rather than the prorated amount, I was upset over the situation and asked him to just come back to my nhome to pick up the equipment and cancel everything. They had given me 3 days to consider the matter and I WAS withing that time frame even though I think that is abusive on their behalf, knowing them the way I know them now. Anyway, *****, the tech never repplied to my messages after I had said I needed everything cancelled and my money back. ****, the rep, charged me 250.00 the day he conducted the sale (5/23/2022), and I do not see that charge reflected on the documents they sent me. I called them to dispute charges and try to cancel contract, they said it was not possible because I was bound the a contract. ******** Bank investigate the matter, who work for ***/Safe Haven but they work together

  

  Business Response

  Date: 09/15/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s 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. After reviewing the account, the customer entered into a thirty-six (36) month agreement with Safe Haven for *** monitoring services on May 23rd, 2022. Safe Haven requires all of our customers to review the terms of the contract at the time of installation and after. During the installation, the consumer reviewed and authorized sales slips required by ********* to fill out electronically to obtain financing. The information provided would not be information a technician would be able to fill in for a consumer as it is private information only known by a consumer.
  After further investigation of the allegations made by the consumer, Safe Haven did not find 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 consumer. 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 installation of the services provided by Safe Haven Security.
  Safe Haven utilizes electronic signature through the use of DocuSign. When the customer signs the contract, they are presented an electronic contract on a mobile tablet with the technician at the installation. This information is authorized by the customer inputting a four-digit code sent to them in order to generate an electronic signature. When this is signed, the customer is authorizing they agree to the terms of the agreement and authorize the completion of the installation to their standards. Within the copy of the contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. 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. Per the contract, the Notice of Cancellation document includes the following statements,
  “TRANSACTION DATE: 5-23-2022
  IN ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
  IF YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
  IF YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
  IF YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
  TO CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR
  DELIVERING A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE TO:
  SAFE HAVEN SECURITY SERVICES INC
  *** *** ******** ******** **** ***** ****** *** ******                                     **                   ****
  NO LATER THAN MIDNIGHT OF: 5-26-2022”
  Safe Haven performed the initial installation on 5/23/2022 and noted the customer did not have WiFi services established and would require a return trip. A preferred requested date of return was 5/25/2022 based on availability of the scheduler but would call back to confirm with us. Safe Haven received a call from the customer on 6/27/2022 and request for Safe Haven to complete the installation scheduled for the following day (6/28/2022). During the call, Mr. ***** retracted scheduling the services appointment and stated he no longer wanted the services. Mr. ***** sated he never financed additional equipment and made allegations against the technician lying. Mr. ***** sated he would not let anyone come to his house any further, requested to cancel the service appointment, and stated he would weigh out his options.
  A copy of the contract has been attached for reference to the terms below. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
  “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.”
  In addition to the contract terms above, Safe Haven requires an amendment clause to the contract called a “Broadband Rider”. This document enforces the contract terms regarding the customer upholding the monitoring services and/ equipment that utilized (“Telco Requirements”). When the customer signs this document they are authorizing their responsibility to uphold those requirements (WiFi) even if they are not established within the home at the time of the installation in addition to paying for the charges associated with the services. Please see the terms outline within the rider below.
  “Section 3. Telecommunications Requirements Accepted and Copy Received By: Customer Name: Customer Signature: Date Accepted By: Dealer Representative Name Date
  •? Customer hereby acknowledges that he/she has voluntarily and at his/her direction subscribed for certain services (as further detailed on pages 1-3 of the Contract) for which, as at the time of installation and as so advised by Dealer, certain telecommunications functionalities (“***** Requirements”) may not yet be available at the Customer’s Premises.
  •? In anticipation of the availability of such ***** Requirements at the premises, Customer nonetheless agrees to pay for the charges associated with such services (as further detailed on pages 1-3 of the Contract).
  •? Should the ***** Requirements not be made available at the Premises within a reasonable period of time from the effective date of the Contract, Customer may request a downgrade in services (i.e. to services that are not dependent on the ***** Requirements) by contacting Dealer.
  •? Customer hereby acknowledges and agrees that it is his/her sole responsibility to notify Dealer of the foregoing, or upon the availability of the ***** Requirements. (********) The parties hereto mutually agree that this Contract, of which this Rider is made a part, is and shall be and remain in full force and effect in accordance with all the terms and conditions thereof”
  At this time, Safe Haven is unable to release the customer from the contract penalty free, refund the customer, or make any changes to credit reporting. The customer agreed to additional financing through ********* and authorized all of the additional equipment upgrades requested at the time of the installation. ********* is a separate company from Safe Haven, and requires credit information to be accessed in order to qualify for financing. Mr. ***** provided his personal information in order to utilize the financing platform and would need to file an additional dispute directly with ********* as the terms agreed upon were valid. Safe Haven is unable to refund Mr. ***** for equipment because he has declined permitting Safe Haven to install the remaining portion of equipment, and has not contacted Safe Haven since 6/27/2022. Should the Mr. ***** wish to move forward with his cancellation request he will be subject to 75% of the remaining balance of the contract. If Mr. ***** would like to move forward with completing the installation of the remaining devices, we encourage him to contact Safe Haven. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 6 PM central time. Should the customer be unable to utilize phone services they may also contact Safe Haven directly at ******************************** Thank you for your review.

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service 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 bought a house on 4/20/22. On 4/29/22 an individual came to my door named ****** representing *** Security. She said that I already had a security system installed and it just needed activating. I am a 69 year old disabled veteran and had used my VA loan for the first time. The realtor had said that certain things had come with the property provided by sellers so I assumed this was that. I understood that I'd have to pay for the service and told ****** I didn't need this several times but was told I could always cancel. *** provides 6 month money back guarantee. The next day a man, ******* came to "hook up the system". After 5 hours he said I owed $1500. I told him to remove whatever he'd installed and he refused.I again said I neither wanted or needed this system but he said it was done and I'd be glad I had it. He said if I had any issues to call or text day or night. On May 1 at 2:15 am the alarm went off saying the bedroom window was open. I received a voice mail at that time from ***. I figured out, after being up all night, that the sensor in one window had fallen. I texted ******* twice and left a voice mail asking him to fix it. His final response was " who is this?". I requested the name of his supervisor and called her on 5/2/22 asking to cancel my service. She said I signed a contract and would need to pay the amount charged regardless. I signed a paper saying I'd been informed of this which I was not. Since that date I have not used this system although when I open or close a door I get an email usually 20 minutes later. I have spent 147 minutes on hold with *** trying to cancel service only to finally reach someone, ****, on 8/19/22 who told me after 31 minutes on hold that I needed to cancel with Safe Haven so he transferred me, over my objections, to be put on hold again and then disconnected. I strongly feel that I was lied to by Safe Haven and strong armed into buying a system that I never wanted, don't use and DOES NOT WORK! Help. Please.

  

  Business Response

  Date: 09/15/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s 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 strives for customer satisfaction and would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. Safe Haven is disappointed the customer no longer wants to keep the business relationship with us in order to provide our services to help protect their home.
  After further investigation of the allegations made by the consumer, Safe Haven did not find 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 consumer at the time before the installation. Safe Haven requires all of our customers to review any equipment package upgrades, home customizations, and financing options during the installation appointment. 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 installation of the services provided by Safe Haven Security.
  Safe Haven utilizes electronic signature through the use of DocuSign. When the customer signs the contract, they are presented an electronic contract on a mobile tablet with the technician at the installation. This information is authorized by the customer inputting a four-digit code sent to them in order to generate an electronic signature. When this is signed, the customer is authorizing they agree to the terms of the agreement and authorize the completion of the installation to their standards. Within the copy of the contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. 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. Per the contract, the Notice of Cancellation document includes the following statements,
  “TRANSACTION DATE: 04-29-2022
  IN ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
  IF YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
  IF YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
  IF YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
  TO CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR
  DELIVERING A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE TO:
  SAFE HAVEN SECURITY SERVICES INC
  *** *** ******** ******** **** ***** ****** *** ******                                     **                   ****
  NO LATER THAN MIDNIGHT OF : 5-3-2022”
  Safe Haven received a voice message from the customer on 5/12/2022 requesting cancellation. Safe Haven contracted the customer with a return call and message and she repeated the same. Safe Haven was able to make contact with customer on 5/18/2022 and advise her of the cancellation terms. Ms. ***** stated she had contacted the technician five (5) days after her installation regarding the system and advising it was something she no longer wanted. Safe Haven provided the customer of the early termination fee quote and that the fee would be required to be cancelled in order to honor her request. Ms. ***** became escalated, disputed signing the contract, and threatened to involve her legal representation.
  A copy of the contract has been attached for reference to the terms below. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
  “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.”
  At this time, Safe Haven is unable to release the customer from the contract penalty-free or issue any refunds. Should the customer wish to move forward with their cancellation request she will be subject to 75% of the remaining balance of the contract. If the customer is experiencing any service- related issues and would like to move forward with scheduling a service appointment, we encourage the customer to contact Safe Haven directly to schedule a return trip. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 6 PM central standard time. Should the customer be unable to utilize phone services they may also contact Safe Haven directly at *******************************. Thank you for your time.

• Initial Complaint

  Date:08/16/2022

  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 speaking with them about canceling my service. i am dissatisfied with the quality of service and i am not using it. When i call they are telling me there is a cost to cancel but on there website they have listed 6-Month *** Money-Back Guarantee: 6-Month *** Money-Back Guarantee is subject to terms and conditions of the Residential Services Contract. For full terms and conditions visit **************************** ******************************** Money back service guarantee only applies after *** has made attempts to resolve a system-related issue and has not been able to resolve that issue within the first 6 months of your contract. Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer. I have signed up on 6/1 and they say i only have 3 days to cancel.

  

  Business Response

  Date: 09/15/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s 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 strives for customer satisfaction and would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. Safe Haven is disappointed the customer no longer wants to keep the business relationship with us in order to provide our services to help protect their home.
  When services are established, the customer signs a contract giving authorization to establish services and acknowledges the limitation of liabilities assessed to the dealer. This can be found on page 7 under Installation and Warranty Inclusions. After further investigation of the allegations made by the consumer, Safe Haven did not find any evidence that supported the customer would be permitted to utilize the terms found under *** Corporate’s policy, explicitly, those found on ***** website.  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 outlining the agreement between ourselves “Safe Haven Security” and the consumer, Mr. **********. 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 installation of the services provided by Safe Haven Security. 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 for the services provided by Safe Haven Security.
  Safe Haven does not outline a six-month money back guarantee nor do we reference one on our website. Safe Haven understands the confusion in which a consumer may have when referencing *** and we do honor a six-month service money back guarantee for the monitoring services with eligible conditions. A money back service guarantee is only eligible after Safe Haven has made attempts to resolve a consistent system-related issue and are unable to resolve that issue within the first 6 months of the contract.  When "system" is referenced, this means the security system, not cameras, thermostats, lamp modules, etc.  as those devices are supplemental to the system and not a factor in the functionality of the actual security system. Conditions preventing normal system operation cannot be caused by the customer. The guarantee is an operational guarantee not a satisfaction guarantee.
  Safe Haven utilizes electronic signature through the use of DocuSign. When the customer signs the contract, they are presented an electronic contract on a mobile tablet with the technician at the installation. This information is authorized by the customer inputting a four-digit code sent to them in order to generate an electronic signature. When this is signed, the customer is authorizing they agree to the terms of the agreement and authorize the completion of the installation to their standards. Within the copy of the contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. 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. Per the contract, the Notice of Cancellation document includes the following statements,
  
  “TRANSACTION DATE: 6-01-2022
  
  IN ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
  IF YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
  IF YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
  IF YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
  TO CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR
  DELIVERING A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE TO:
  SAFE HAVEN SECURITY SERVICES INC
  *** *** ******** ******** **** ***** ****** *** ******                                     **                   ****
  NO LATER THAN MIDNIGHT OF : 6-4-2022”
  A copy of the contract has been attached for reference to the terms below. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
  “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.”
  At this time, Safe Haven is unable to release the customer from the contract penalty-free. Should the customer wish to move forward with their cancellation request he will be subject to 75% of the remaining balance of the contract. If the customer is experiencing any service- related issues and would like to move forward with scheduling a service appointment, we encourage the customer to contact Safe Haven directly to schedule a return trip. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 6 PM central standard time. Should the customer be unable to utilize phone services they may also contact Safe Haven directly at [email protected]. Thank you for your time.

  Customer Answer

  Date: 09/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: there website does reference a 6 month guarantee. as the screenshot attached and reattached 
  
  Regards,
  
  ****** **********

  

  Business Response

  Date: 09/27/2022

  
  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the rejection made by the customer. Safe Haven does not outline a six-month money back guarantee nor do we reference one on our website that outlines a satisfaction guarantee. Safe Haven previously advised the guarantee we offer is for the monitoring services with eligible conditions. A money back service guarantee is only eligible after Safe Haven has made attempts to resolve a consistent system-related issue and are unable to resolve that issue within the first 6 months of the contract. When "system" is referenced, this means the security system, not cameras, thermostats, lamp modules, etc. as those devices are supplemental to the system and not a factor in the functionality of the actual security system. Conditions preventing normal system operation cannot be caused by the customer. The guarantee is an operational guarantee and the system in reference has not been deemed inoperable.
  At this time, Safe Haven is unable to release the customer from the contract penalty-free. Should the customer wish to move forward with their cancellation request he will be subject to 75% of the remaining balance of the contract. If the customer is experiencing any service- related issues and would like to move forward with scheduling a service appointment, we encourage the customer to contact Safe Haven directly to schedule a return trip. Should Safe Haven evaluate the system and it is deemed inoperable, the customer would be eligible for a penalty – release. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 6 PM central standard time. Should the customer be unable to utilize phone services they may also contact Safe Haven directly at ******************************** Thank you for your time.

• Initial Complaint

  Date:08/11/2022

  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.

  IN MAY I PURCHASED A HOME IN GA I'M FROM LOUISIANA SO MY REALTOR GOT A MAN NAME ****** ***** CALL ME SAYING HE WAS *** TO CONNECT MY SECURITY SERVICES. THE GENTLEMAN SENDS SOME GUY THAT SPENT 7 HOURS IN MY HOME AND INSTALLATION WAS STILL INCOMPLETE SO I CALLED *** TO SEE WHAT WAS THE PROBLEM COME TO FIND OUT IT WAS THIS COMPANY SAFEHAVEN SO MY REALTOR CALLED MR ***** BECAUSE HE WASN't ANSWERING FOR ME HE CALLED IN A RAGE TELLING ME I DON'T CALL *** HE IS MY FORM OF CONTACT. HE WAS GOING TO FIND OUT WHO THE GUY WAS TRYING TO BEAT HIM OUT THE DEAL. SO I CALLED SAFEHAVEN TO CANCEL THE SERVICES LEFT VOICE-MAIL ETC. NOW IT'S AUGUST STILL INCOMPLETE INSTALLATION AND A COLLECTION AGENCY CALLING ME SAYING I OWE CLOSE TO 1800.00 DOLLARS FOR SERVICE I CANCELED NEVER RECEIVED A CONTRACT AND INSTALLATION INCOMPLETE AND BEING CHARGED FOR SERVICES AND EQUIPMENT I DON'T HAVE. THIS COMPANY NEED TO BE SHUTDOWN IMMEDIATELY TRYING TO TAKE ADVANTAGE OF PEOPLE UNEXCEPTABLE. *** IS AT FAULT FOR THIS ALSO. I NEVER RECEIVED A CONTRACT. I THOUGHT I WAS DEALING WITH *** NEVER HEARD OF THESE SCAMMERS

  

  Business Response

  Date: 08/25/2022

  
  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s 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. The customer entered into a 36-month agreement with Safe Haven for *** monitoring services on 5/6/2022.
  After further investigation of the allegations made by the consumer, 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 consumer. The contract that is authorized distinguishes the contract is with an Authorized dealer of *** and uses the term” Dealer” throughout the entire agreement. Safe Haven requires all of our customers to review the contract at the time of the installation. It is the consumer’s responsibility and discretion to review any legal document provided to them that requires their authorization and signature agreeing to terms and conditions of an agreement, specifically, for the installation of the services provided by Safe Haven Security.
  Safe Haven has attached the documents collected from the consumer that were signed with electronic signatures. 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. Per the contract, the Notice of Cancellation document includes the following statements,
  “TRANSACTION DATE: 5-6-2022
  IN ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
  IF YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
  IF YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
  IF YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
  TO CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR
  DELIVERING A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE TO:
  SAFE HAVEN SECURITY SERVICES INC
  c/o *** Security Services
  **** ***** ****** *** ******                                     **                   ****
  NO LATER THAN MIDNIGHT OF : 5-10/2022”
  Safe Haven received a missed call from the customer on 5/19/2022 following an email that was sent on 5/24/2022. The customer expressed her system was not working and that assistance was required or that she no longer wanted the services and want the equipment removed from her residence. Safe Haven attempted to contact the customer directly by primary number on file with a direct email notifying our attempt to contact her. The customer returned Safe Haven’s call and advised she no longer wanted the services and disconnected the call. Safe Haven received a call from *** with customer on 6/20/2022. *** advised the customer no longer wanted the services and confirmed her first contact to cancel with them was on 5/24/2022. The customer was transferred onto the call and Safe Haven offered to send a technician out to help her continue with the services to avoid the early termination fees but she declined and disconnected the call.
  Safe Haven received a notification from *** of the cancellation code that was generated onto the account to process and cancel out by 7/26/2022. Safe Haven attempted to reach out to the customer on 7/13/2022 to advise of the account status and to provide an explanation of the early termination fees that would be due by the time the account cancelled to avoid further penalties. Safe haven spoke with the customer and sent her an email of the information advising of potential collections should the balance not be paid and Safe Haven did not receive any additional communication from the customer. A copy of the contract has been attached for reference to the terms below. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
  “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.”
  
  The account terminated on 7/25/2022 and was forwarded to our outside collection agency the following day (7/26/2022). The balance on the account is valid and the customer was provided detailed information regarding the contract, the early termination fee charges, and the party in which she obtained the services with, Safe Haven Security. At this time, there is no further action required by Safe Haven Security. Thank you for your time.

  Customer Answer

  Date: 08/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 recently moved and contacted my home security company, Protection 1 (an *** company) that I wanted to transfer my service to my new residence. They sent an *** sales representative who advised me that the cost would be about $1200 but was reduced to about $400 after negotiation. My realtor then put me in touch with Safe Haven Security where the sales rep told me I was eligible for the new homeowners promotion. He indicated that they would take over the existing system equipment in my new home and provide any new equipment at no charge to me. After trying to compare the proposals between *** Corporate and Safe Haven I went with Safe Haven. When the technician came he immediately advised me that the existing equipment would not work with the new equipment. After reviewing what it would take to put everything in place it was going to cost me over $800 (after discounts). Then there was discussion on which monitoring package to get. On my Protection 1 system I was paying $35/month which included the mobile phone app for monitoring the system. Safe Haven said it would be about $45/month for basic monitoring and if I wanted the mobile app I would have to go up to the $55/month monitoring. I repeatedly advised them that I was a **** member which entitled me to a 10% discount on monitoring plus price protection. When *** debited my account for monitoring it was for the full $55.95. After numerous calls and questions I was advised that the **** discount only applied when you bought directly from *** and not an authorized dealer like Safe Haven who never explained that to me. Additionally, I was advised that I would be eligible for a loyalty discount on monitoring after my 36 month contract was up. I questioned why I wasn't already considered loyal as I had been with them (*** and predecessors) for 27 years. I was told that because it was a new address it was considered a new account and the 27 was not a factor. Very disappointing customer experience.

  

  Business Response

  Date: 08/25/2022

  Dear At****** ********
  Please accept this as Safe Haven Security’s 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. After reviewing the account, the customer entered into a thirty-six (36) month agreement with Safe Haven for *** monitoring services on 7/28/2022. The contract outlines the monthly, the term, and the total value of the agreement listed on the first page of the contract. Safe Haven requires all of our customers to review the terms of the contract at the time of installation and after. 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 for the services provided by Safe Haven.
  Safe Haven utilizes electronic signature through the use of DocuSign. When the customer signs the contract, they are presented an electronic contract on a mobile tablet with the technician at the installation. This information is authorized by the customer inputting a four-digit code sent to them in order to generate an electronic signature. When this is signed, the customer is authorizing they agree to the terms of the agreement and authorize the completion of the installation to their standards. Within the copy of the contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. 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.
  After reviewing the allegations made by the consumer, Safe Haven cannot speak or comment on conversations that were documented with an amendment to the contract or recorded. Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  Mr. **** enforced his right to cancel on 7/27/2022 prior to installing his services. Safe Haven’s retention team spoke directly with the customer and provided additional equipment valued at over $500 to continue with the services and keeping the installation appointment intact. Safe Haven received a call from Mr. **** on 8/10/2022 advising he felt misled by sales regarding discounts referenced by another company in addition to his **** membership, and that his sales representative was not responding to his contact attempts. Mr. **** advised that he spoke with *** corporate and they advised of different discounts and time frames they would be able to provide additional discounts to him and expressed his frustration due to being with *** prior for 27 years.
   Safe Haven is not able to speak on ***** behalf or provide additional discounts in addition to our discount program because we do not oversee monthly billing.  Any discounts that are offered through a separate company ( ****/ *** ) would have to be authorized and applied at *** corporate’s discretion. At this time, if the customer wanted to have any additional discounts applied to his account, he would need to direct his complaint to *** Corporate directly as Safe Haven is the service installer. We do not have authorization to adjust the billing on the account. Thank you for your time.

  Customer Answer

  Date: 08/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  There are a number of reasons that I feel that Safe Haven's response is not adequate as follows:

  1 - On 7/27 when they say I excercised my right to cancel their technician was here for over two hours while we to resolve the issues.  The main issue being the promise of free equipment and installation to an $800+  charge.  He had other installs to do and we had trouble reaching Shane ****** so we agreed he would come back on 7/28.

  2 - On 7/28 the technician returned and presented the contract.  As we all know it is pages of small print legalize that would have kept the technician waiting for another hour.  So, in trying to be respectful of his time I felt I only needed to peruse the contract as I thought I had developed a level of trust with Shane.  Big mistake on my part.

  3 - I did not cancel within the three days because I thought that my **** benifits had been added as was discussed with Mr. ****** a number of times and gave me comfort of moving forward.  It wasn't until the first monitoring charge posted to my account that I learned I was not getting the discount.  That is when I contacted both Safe Haven and *** spending at least two or more hours on the phone.

  4 - When covered by ********** * (an *** company) I was paying $35/month for monitoring which INCLUDED the mobile application for managing my system.  Safe Haven told me that their base monitoring package was $45/month but if I wanted the mobile application it would cost me $55/month for something I was already receiving.

  5 - on 7/27 Mr ****** told me he was able to secure 20 points to reduce the cost.  When ******* called from the retention team he offered me the the addition sensors (4 points) making it seem as if I would now have 24 points further limiting my out of pocket cost.  Then I was advised that the four points that Mr. ****** had already advised me about.   Again, very misleading and very frustrating.

  6 - While i now understand that Safe Haven is a separate entity from ***, this was not initially made clear.  I was lead to believe it was a seperate department within ***.  Again, poor communication.

  At this point I know that no one is going to reimburse me for the unexpected out of pocket costs that were supposed to be FREE.  However, if I understand from my discussions with ***, if Safe Haven transfers my account to them the *** will HONOR the **** benefits.  While Safe Haven is apperntly a large company I would find it very difficult to recommend them to anyone and will be alerting *** to the somewhat deceptive practices that their authorized dealer uses.  As I said before, Mr. ****** explained that Safe Haven was like a car dealership for ***'s services.  I just didn't realize that included the sleaziness associated with car dealerships.

  
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 09/15/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s formal response to the rejection made by ****** ****. Mr. **** writes in his complaint admitting he did not follow the contract standpoints and cancel within the allotted time frame permitted.. Insurance discounts are not guaranteed and they are at the discretion of insurance agencies outside of Safe Haven Security. Safe Haven does not guarantee insurance discounts nor do we reference insurance discounts in the documents collected prior to the installation or after. Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  
                 In addition to the points 1-3, Mr. **** references points 4-6,  another company’s monthly pricing, equipment provided, and distinguishing the difference between Safe Haven and ***. Safe Haven cannot speak for another company’s pricing as we make clear to the customer in the verbal recording attached and the contract agreed upon at the installation the monthly monitoring rate terms.  Mr. **** agreed verbally to the equipment package on the recording listed as ; 1 touchscreen panel, 2 smoke detectors, 1 glass break sensor, and then advises we will utilize the existing sensors within the home. On the verbal recording, Mr. **** agrees to the monthly rate of $45.99 without any mention of insurance discounts being provided, the equipment listed above without any mention of points being included or discussed, and Mr. **** acknowledges the representative asking for compliance from Safe Haven. After further investigation of the allegations made by the consumer, Safe Haven has not found any supporting details that conclude the consumer was mislead or provided clear information based on the contract and verbal recording attached. Thank you for your time.
  
   
  
  Corporate Relations || Director
  
  ******** ******

  Customer Answer

  Date: 09/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  For two reasons at this point:

  1 - If, as was indicated in Safe Haven's response I agreed to a $45.99/month monitoring then why am I being charged $55.99/month.

  2 - To clarify the insurance issue.  As a member of **** they have an agreement with *** to discount the monthly monitoring fee by 10%.  This is not the same as the discount many insurance companies provide on their policies for having a monitored system.  When agreeing to the contract it was with the understanding that I would have my monitoring reduced by 10% bringing it to $41.40.  Even this was higher than what I was paying for the same service under ********** **

   

  Some additional points to take in to account include the fact that this was supposed to be a FREE service transfer from one address to another.  ***** ****** had told me that he would cover everything when *** took over the service at my new home.  He did not account for the fact that the technician would come in and say that the existing equipment coild not be supported.  I have no way if knowing if that was true oir just a way to upsell new and unneeded equipment.

   

  Bottom line is that there were more conversations, texts, and emails that were not recorded where these issues were discussed.  I was misled and found the whole experience to be very disappointing.  I have tried repeatedly to come to a positive resolution on multiple occaisions but all I get is contractual doubletalk.  This is not how to run a business.

  Regards,
  

  
  ****** ****

• Initial Complaint

  Date:08/08/2022

  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.

  Safehaven *** came out to install a surveillance camera for my home and a security system they did it under the guise that I was getting it because I was a veteran of the United States Marine Corps once I started having problems with the system such as they do not respond to issues I asked that I’d be able to cancel it on April 11 they stated that I would have to pay a cancellation fee for the remaining contract they said that they would email me that fee since then I have been getting calls and emails asking me to pay my monthly fees as they have not canceled my account now they are saying they are willing to cancel it but I have to pay all the months previous to my first request for cancellation plus the cancellation fee I’m requesting to be able to pay the cancellation fee that I was originally given in order to close this contract I feel that they’re in ability to follow up with what they say while using the guise of veteran pride is very disturbing

  

  Business Response

  Date: 08/25/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s 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. The customer entered into a 36-month agreement with Safe Haven for *** monitoring services on 12/17/2021.
  After further investigation of the allegations made by the consumer, Safe Haven did not find any evidence that there were any amended terms to the contract or noted with *** that the customer requested to cancel in April. Safe Haven advised the customer on 8/8/2022, his account became delinquent in May and that if he wanted to terminated the services, he would be responsible for the past due balance due to *** providing the services and not receiving payment for them. The customer advised he would not be paying the bill and would allow it to cancel out for non-payment in order for it to cancel but would not pay the past due balance owed on the account.
  A copy of the contract has been attached for reference to the terms below. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
  “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.”
  At this time, if the customer wanted to move forward with his cancellation request, he would be subject to the contract terms and the current balance owed on the account. Safe Haven does not have access to impact his credit as we do not oversee monthly billing. Mr. ***** would need to direct his credit repair concerns to *** directly. Thank you for your time.

• Initial Complaint

  Date:07/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1, 2022, my wife and I purchased the home in which we now live. The home included a security system and the previous owner had used Safe Haven Security as his security service provider. The alarm system is made by ******, and is activated through the alarm.com website. However, because the previous owner had registered my alarm system with Safe Haven Security, I am prevented from registering my alarm system with any other provider. I have contacted Safe Haven a couple of times and requested that they release my alarm system in the alarm.com database, but they wont do it because I don't have an account with them. They offered to activate my alarm system through their own system, but they wont allow me to activate with anyone else. However, the alarm system is my property, and they shouldn't have the ability to keep me from opening an account with another alarm service provider. I have never had an account with them, and I do not owe them any money. Repeated calls to Safe Haven have fallen on deaf ears. Attempts by the previous owner to help resolve the situation have been futile. If I can't get them to release my system, I will be forced to buy a new alarm system at a very high cost.

  

  Business Response

  Date: 08/25/2022

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security’s formal response to the complaint made by Mr. *****. Safe Haven strives for customer satisfaction and would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. Prior to receiving the customer’s complaint, Safe Haven was working diligently with the consumer to assist him with a resolution for the IMEI panel release. The IMEI is the cellular serial number inside the panel the is located in the consumer’s home.  Once that signal is received by a security monitoring company (*** in this case), it is locked to that company until that company cancels the account.
  After review the complaint, Safe Haven advised Mr. ***** on 8/1/2022 that the previous homeowners had not yet cancelled the services causing the lock on the panel. Safe Haven advised Mr. ***** of the process and send in the deed for the residence in order to help Mr. ***** to expedite the cancellation process with proof of homeownership. It takes roughly (2) two days for the IMEI number to be released so that it can connect to another company. Safe Haven provided updates daily to Mr. ***** and advised on 8/5/2022 *** released the IMEI for the consume. At this time, there is no further action required by Safe Haven. Thank you for your time.

• Initial Complaint

  Date:07/26/2022

  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.

  Recently opened an account with *** through this company. I was told verbally, with paper, and digital agreements that my monthly bill would be $55.99/mo. On the very last digital agreement submitted I was told that they had to resubmit an amendment, but that nothing has changed. Come to find out, they decided to fraudulently add a new amount of $66.99/mo. Now ask yourself, why would I all of sudden agree to pay more for a service that was already quoted and promised cheaper to me? Furthermore, my installation has not been completed and is at an abandoned status. Good luck, BBB. This will also be going to an attorney. I never signed off on the "restated and amended" copy.

  

  Business Response

  Date: 08/23/2022

  
  
  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s 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. The customer entered into a 36-month agreement with Safe Haven for *** monitoring services from 7/11/2022 and acknowledged an upgraded amendment on 7/14/2022. Prior to the installation, the consumer reviewed and authorized on 7/1/2022, the customary work order to initiate the installation of the monitoring system to be performed by Safe Haven Security.
  After further investigation of the allegations made by the consumer, 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 consumer at the time before the installation. In the event a consumer upgrades the monitoring services or purchases additional equipment to upgrade the monitoring service level, the customer signs credit card authorization form, and a home customization sheet of the equipment and monitoring level upgrade. It is the consumer’s responsibility and discretion to review any legal document provided to them that requires their authorization and signature agreeing to terms and conditions of an agreement, specifically, for the installation of the services provided by Safe Haven Security.
  Safe Haven has attached the documents collected from the consumer that were signed with electronic signatures. The work order and contract both clearly disclose different monitoring rates authorized by the consumer. The customer authorized additional monitoring services and equipment that increased the rate from $55.99 to $66.99 in addition to the cost of the equipment. Safe Haven utilizes electronic signature through the use of DocuSign. When the customer signs the contract, they are presented an electronic contract on a mobile tablet with the technician at the installation. This information is authorized by the customer inputting a four-digit code sent to them in order to generate an electronic signature. When this is signed, the customer is authorizing they agree to the terms of the agreement and authorize the completion of the installation to their standards. Within the copy of the contract provides time stamp and date analytics of when the contract was received, reviewed, and signed.
  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. Per the contract, the Notice of Cancellation document includes the following statements,
  “TRANSACTION DATE: 7-14-2022
  IN ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
  IF YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
  IF YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
  IF YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
  TO CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR
  DELIVERING A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE TO:
  SAFE HAVEN SECURITY SERVICES INC
  c/o *** Security Services
  **** ***** ****** *** ******                                     **                   ****
  NO LATER THAN MIDNIGHT OF : 7-18-2022”
  Safe Haven has spoken with the customer directly and advised of the additional equipment up sale, provided a copy of the contract signed, and the video and home automation package that was authorized to be upgraded at the time of the installation and acknowledged with a digital amendment to be authorized by the consumer. Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  Safe Haven provides all the necessary documentation for the consumer to review and acknowledge at the time of installation and after with a rescission period. The customer may utilize the rescission period to enforce any amended changes to the agreement, or in the event unable to amend, the ability to terminate the agreement penalty-free. At this time, Safe Haven has adjusted the balance of an additional door lock we were unable to install back to the original payment method on file as of 8/16/2022. There are no further adjustments to be provided at this time. Mr. ******* failed to enforce his right of rescission and at this time the contract on file stands. Thank you for your time.

  Customer Answer

  Date: 08/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

   

  I was never informed of the rate increase for the automated service.

   

  The installation took two months and a lot of harassing and threatening to get it done.

   

  A product I returned with picture documentation was never refunded. A dispute has been filed with my credit card company. Should that be rejected in any way ut will go straight to an attorney.

   

  All-in-all this has been the worst customer experience I have ever been in. I had a regional manager give me his "word" on several occasions that were never made good on.

   

  Please accept this as my official response. I will warn everyone I can to avoid this company, Safe Haven doesn't do anyone right, read their reviews, and the very next negative experience with them will go straight to litigation. 
   
  Regards,
  
  *********** *******

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service 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.

  Canceled my service with safe haven within the 72 time frame within accordance of the contract. Have not received a single correspondence from anyone but have been billed

  

  Business Response

  Date: 08/23/2022

  Dear Better Business Bureau,

  Please accept this as Safe Haven's formal response to the complaint made by the consumer. Safe Haven processed the consumer's cancellation request, removed the equipment installed at the residence, and issued all necessary refunds back to the customer. At this time there is no further action required by Safe Haven.

  Customer Answer

  Date: 08/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I invited a $29 late fee because safe haven did not issue payment fast enough despite numerous efforts to contact the rep assigned. Balance has been paid off but this late fee as well as the first payment of $26 came from my pocket although I canceled my contract in the allotted time. I request that the company issue me the first payment I made of $26 as well as the $29 late fee in the form of a check.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 09/15/2022

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security’s formal response to the rejection made by ***** ******. Safe Haven completed a removal of the equipment and services on August 3^rd,2022. A refund request may take 7-10 business days to complete (this does not include the weekend). The refund request was completed within the allotted time fame and processed on August 15^th, 2022. Safe Haven confirmed that the balance was cleared with financing allowing the customer to submit a dispute directly with ********* regarding the balance that was paid out of pocket. Safe Haven has also reached out to our accounting team to place an additional request to ********* to refund the out pocket cost the customer paid. Safe Haven has attempted to keep in contact with the customer regarding additional service request for the smart home features and have not been able to make contact with the customer. Safe Haven encourages the customer to contact our Technical Support directly at ************ between the hours of 8am-7pm CST, Monday-Friday and 8am-2pm CST Saturday for further assistance with his system. In the event the customer is unable to reach someone, we ask that he may respond back to one of the previous emails sent attempting to contact him. Thank you for your time.

   

  Corporate Relations || Director

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

  
  

  Customer Answer

  Date: 09/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/26/2022

  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 moved into my new house and decided to take advantage of the rebate through DR Horton for SafeHaven to install *** equipment in the home. I purchased the equipment for ~$1,800. In conversation with my neighbors, I learned they too used SafeHaven but were only charged a few hundred dollars for more equipment, and more cameras on the property. My friend moved into a house in the same neighborhood and purchased upgraded equipment for the same cost as my basic equipment. He also purchased the same number of components. Finally, *** called to check on my satisfaction and I let them know of my issues. I was informed my equipment should only be costing approximately $8/month for rental instead of the $70+/month it costs to finance them by purchasing through SafeHaven. *** informed me that they have had issues like this with SafeHaven and recommended I follow up. When I called to cancel with SafeHaven, they stated I did not call in the 3 day period to cancel my account with them. I stated I was calling under Chapter 2 of the contract stating that I am a residential customer and have 30 days to cancel with 0 out of pocket costs. SafeHaven stated they follow a further appendix item that states I have 3 days to cancel and must turn in a signed copy of a cancellation policy. My issue is that they have 2 conflicting termination clauses in their contract and therefore made it impossible to test the equipment and cancel. I would like them to honor the 30 day termination notice that I attempted following as I started discussions with SafeHaven before June 11. I was told a manager would be in touch with me but that never happened until after the 30 day notice. I believe the double termination clauses are unethical and used for nothing more than entrapment. I also believe the costs of the equipment need to be more consistent. I have exhausted my options and am reaching out for help to have Chapter 2 honored.

  

  Business Response

  Date: 08/23/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s 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 consumer’s experience with us. Safe Haven strives for customer satisfaction and would like to extend our apologies for any and all frustrations the consumer has endured throughout this matter.
  When services are established, the consumer signs a contract giving authorization to establish services and acknowledges to comply within the terms of the agreement. In the event the consumer wants to purchase additional equipment outside of the package provided by their sales representative, additional documents are signed and agreed upon at the installation for payment /financing options. All service cost can be found in multiple areas listed on the first page of the document including the “FINANCIAL DISCLOUSURE STATEMENT”, page 2 under “Section 3. Method of Billing”, page 3 under “Section 4. Services to be Provided”, page 4 “Section 5. Equipment to be Installed”, and page 5 terms1-3.
  After further review of the account, the customer entered into a 36-month agreement with Safe Haven for *** Security on 5/11/2022. Safe Haven provides all of our customers the opportunity to review the terms of the contract at the time of installation and after. It is the consumer’s responsibility and discretion to review any legal documentation provided to them that require their authorization and signature agreeing to terms and conditions included for the services provided by Safe Haven.
  Safe Haven utilizes electronic signatures through DocuSign. This signature is generated by inputting a unique pin number known only to the signer. The pin number is sent via SMS message to an authorized phone number on the account, entered into the document, and accepted for a signature. When the customer signed the contract, they were presented an electronic contract that reflected the terms on a mobile tablet/ mobile device with the technician at the installation. When this is signed, the customer is authorizing they agree to the terms of the agreement and authorize the completion of the installation to their standards. Within the copy of the contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. 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. The document states the following below,
  “IN ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
  IF YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
  IF YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
  IF YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
  TO CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR
  DELIVERING A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE TO:
  SAFE HAVEN SECURITY SERVICES INC
  c/o *** ******** ******** **** ***** ****** *** ****** ** ****
  NO LATER THAN MIDNIGHT OF: 5-17-2021”
  Safe Haven went to the consumer’s residence to install the *** monitoring services as requested and during the installation the customer purchased additional equipment. Safe Haven provided upfront pricing for Mr. ******* regarding the additional equipment purchase and there were no disputes from the consumer. Safe Haven provided Mr. ******* the option to finance equipment, in which he signed his acknowledgement of responsibility for the financing balance owed, posed for a picture of signing the contract, and applying for the financing platform for eligibility. Safe Haven cannot comment on other service providers, their equipment, or Mr. ********* equipment preference based on comments within the complaint. The comments made by Mr. ******* regarding the cost of the equipment do not include service and labor charges and are based off preferential statements not facts.
  On 6/17/2022, Mr. ******* contacted Safe Haven and advised that he was over charged in comparison to his neighbor and that he wanted to terminate the services. Mr. ******* was advised he would be required to pay the early termination fee outlined in the agreement as his cancellation was outside of the rescission period. Mr. ******* advised he reviewed the contract and that he should be owed a refund due to the circumstances. Mr. ******* was advised his concerns would be escalated to a manager and that he would receive a follow up call, however, he would still be subject to the early termination fee. Safe Haven spoke with Mr. ******* the following day and he reiterated his request to cancel, the representative advised him of the early termination fee and the customer stated his contract stated he had 30 days.
  A copy of the contract has been attached for reference to the early termination fee mentioned above. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
  “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.”
  The “30 days” Mr. ******* referenced in the contract is found in the term listed above “EARLY TERMINATION OF THIS CONTRACT” on page 5 titled, “PAYMENTS; TERM; RENEWAL TERM(S); CONSUMER REPORT”. This term states the following,
  “All charges are payable in advance. The initial term of this Contract is 36 months. Dealer’s alarm monitoring and notification services will begin when the equipment is installed, operational and communicating with Dealer’s Customer Monitoring Center. This Contract will automatically renew for successive thirty (30) day terms unless terminated by either party at least thirty (30) days before the end of the current term. If terminated, this Contract ends on the last day of the then-current term. I may terminate My service by calling Dealer at the number set forth on Page One of this Contract. I authorize *** and Dealer to obtain a non-investigative consumer report, commonly referred to as a credit check or credit report, about Me from a consumer reporting agency at any time during the term.”
  The term outlined above states the consumer may cancel within 30 days after the initial term of the contract (36) months has been completed otherwise it will automatically renew. The term does not provide an additional provision outside of the rescission period with an additional 30 days. Mr. ******* received a call from a manager on 6/22/2022 in which Mr. ******* advised he would not be complying with the terms of the agreement and that he would be filing a complaint with the Attorney General.
  Safe Haven received follow-up from the Attorney General the case was dismissed and no further action was required to be taken. Safe Haven spoke with Mr. ******* on 7/28/2022 and also provided explanation of the contract terms he was misunderstanding. The customer did not like the information Safe Haven provided and disconnected the call. At this time, Safe Haven is unable to release Mr. ******* from the contract penalty-free. Should he wish to move forward with his cancellation request he will be subject to 75% of the remaining balance of the contract. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 6 PM and Saturday, 8 AM- 5PM central standard time. Safe Haven encourages Mr. ******* to contact us directly to process his cancellation request and collect the balance owed in reference to early termination. Should the customer be unable to utilize phone services they may also contact Safe Haven directly at *******************************. Thank you for your time.