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:07/22/2022

  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.

  Ever since they set up my system it has been nothing but problems. I was made false promises about the equipment I would be receiving and the discount I would be getting with my insurance. On top of that the sales rep lied and said my insurance was the one who sent him and was paying for the equipment. They get you buy telling you all these things you are going to get but in reality you don’t end up with any of it. Then when you cal to try to resolve the problem you go back and forth between safe heaven and *** and no one actually helps you they all say they understand the frustration but you have to speak with a different department. I have had my system for 2 weeks and have been on hold more than actually speaking to actual people. I tried to get everything figured out so I still had the option to cancel if I would like, but by the time I realized no one was actually going to help me they tell me I can’t cancel without this huge fee when I have only had the system for 2 weeks. This is just really sad coming from a person who works in the service industry and understanding how nasty people can be when issues occur. I was nothing but nice to everyone I spoke to and everyone refused to help me. So now I am stuck in a 3 year contract with nothing I was promised. What I spend monthly is not worth what I have and is a financial strain. Not like I’m only 21 and just bought my first house and have a baby on the way. Yep this is what I needed being scammed by a giant company that doesn’t actually care about my safety at all. So thank you safe heaven for showing me how you can’t trust anyone.

  

  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. After reviewing the account, the
  customer entered into a thirty-six (36) month agreement with Safe Haven for *** monitoring services on
  July 2 nd , 2022. Safe Haven requires all of our customers to review the terms of the contract at the time of
  installation and after. Prior to the installation, the consumer reviewed and authorized on June 30th, 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 as the work order agreed upon
  by the consumer was authorized prior to Safe Haven installing the services. Safe Haven requires all of our
  customers to review the work order prior to the installation appointment, in addition to the contract at the
  time of the installation. It is the consumer’s responsibility and discretion to review any legal
  documentation provided to them that requires their authorization and signature agreeing to terms and
  conditions included, specifically, for the 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 the monthly monitoring rate of
  $63.99 acknowledgement by the consumer. Within both documents, you will see the thirty-six (36) month
  term referenced along with the authorization of two (2) cameras to be installed. Safe Haven provides a
  three-day right of rescission period for all customers as well as the Notice of Cancellation document that
  outlines the steps to exercise this right to cancel penalty free if chosen. Safe Haven does not provide a
  guarantee of insurance discounts, however, due to our company standard of customer satisfaction, Safe
  Haven will be permitting the customer the options to receive an additional camera with compensation for
  the difference of the monitoring rate or a penalty-free cancellation and termination of the services. We
  understand the customer was provided information from the sales representative that did not align with
  her insurance provider and would like the opportunity to provide an amicable resolution so the customer
  may continue to utilize the services to protect her home.
  Safe Haven has contacted the customer directly and are awaiting communication from her
  directly. At this time, there is not further action required by Safe Haven. Thank you for your time.

• Initial Complaint

  Date:07/19/2022

  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.

  They came on for a service a day after we realize Internet service was too weak we can have the equipment never worked the doorbell camera never connected we had to get a electrician to check it out and pay $500 out of pocket and they still have the system here that’s not working after spending over $1200 we try to get them to come take it back and all I do is keep telling us bills service we Didn’t get

  

  Business Response

  Date: 07/29/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the complaint made by ****** ******* on behalf of the account associated with ****** *******. 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.
  After reviewing the complaint, Safe Haven is disappointed we are no longer able to provide our services to the customer due to the termination of the account for the delinquent balance. Safe Haven installed services for the customer on 2/14/2022. 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 was signed, the customer authorized they agreed to the terms of the agreement and authorized the completion of the installation to their standards. Within the copy of the contract provided time stamp and date analytics of when the contract was received, reviewed, and signed.
  At the installation, the customer advised they did not have power to the doorbell and Safe Haven instructed the customer they would need to contact an electrician in order to restore power to the doorbell in order for the doorbell camera included in the package would be able to function. When services are established, the customer signs a contract giving authorization to establish services and acknowledges the limitation of liabilities assessed to the dealer regarding installation. Page 6, section 8 states the following,
  “8. INSTALLATION. The equipment that Dealer installs under this Contract may be new or refurbished. In order for Dealer to install and service the equipment listed on this Contract, I agree that: ..(D) I will provide Dealer with 110 AC electrical outlets for power equipment in location designated by Dealer; € I will pay for and provide compatible Internet connectivity, if applicable; (I) My premises complies with all applicable codes, regulations and laws and will continue to comply with all applicable codes, regulations and laws during the initial term and any renewal terms of this Contract…”
  Please reference Pages 8-9, Sections 18(ALARM SYSTEM COMMUNICATION), 19(CANCELLATION) , & 21( DELAYS) of the Important Terms and Conditions:
  “18. ALARM SYSTEM COMMUNICATION. I authorize Dealer to request service from a telephone, wireless or other communication carrier under this Contract (referred to as “Telephone Company”) to transmit signals between My alarm system and Dealer’s alarm monitoring. The Telephone Company’s liability is limited to the same extent as Dealer’s liability in Paragraph 5 of this Contract. Dealer will not receive alarm signals when the communication mode is not operating or has been cut, interfered with or is otherwise damaged, or if the alarm system is unable to acquire, transmit or maintain an alarm signal over My communication mode for any reason. If Dealer determines in its sole discretion that My communication mode is or later becomes non-compatible, or if I change to another communication mode that is not compatible, then Dealer requires that I use an alternate mode of communication acceptable to Dealer as the method to connect the alarm system to Dealer’s alarm monitoring. Transmission of fire alarm signals by means other than a traditional telephone line may not be in compliance with applicable fire alarm or other standards or codes, and it is solely My obligation to comply with such standards and codes. If the alarm system has a line-cut feature, it may not always be able to detect if My communication line is cut or interrupted. Dealer recommends that I test the alarm system monthly, even though a successful test of the alarm system does not guarantee that Dealer will receive alarm signals from the system in the future. If My service includes Dealer *** Interactive Security Solutions and/or automation features, Dealer may directly or through third party service providers, transmit, record, store, provide and receive unencrypted data, images, and e-mails and text messages via the Internet in the course providing those interactive services. I will not be able to utilize those automation functions or receive e-mail or text alerts if My Internet connection is impaired, disrupted or unavailable for any reason. Dealer does not warrant or guarantee the integrity, accuracy, confidentiality or security of any such transmission or from any unauthorized or unexpected use, disclosure, corruption, interception or other improper act.
  19. CANCELLATION. A. Dealer may, at any time, cancel this Contract at its option if: (1) Dealer’s alarm monitoring center is destroyed or damaged so that it is impractical for Dealer to continue Service; (2) Dealer cannot acquire or retain the transmission connections or authorization to transmit signals between My premises and its alarm monitoring center, or the applicable fire or police department or other agency, or between Dealer’s alarm monitoring center and the applicable fire or police department or other agency; (3) I fail to follow Dealer’s recommendations to repair or replace any defective parts of the alarm system not covered under the Limited Warranty or QSP, if purchased; (4) I fail to follow the operating instructions for the alarm system or monitoring; or (5) Dealer determines in its absolute and sole discretion that it is impractical to continue Service due to the modification or alteration of My premises after installation. If Dealer cancels for any of the reasons stated immediately above, Dealer will refund any advance payments made for services to be supplied after the date of such termination, less any amounts still due for the installation of the equipment, for services already rendered, and any other charges due…B. Dealer may cancel this Contract upon written notice to Me if: (1) I fail to pay any monies when due under this Contract, (2) I change to a telephone/ communications service not suitable for alarm signal transmission or (3) I fail to comply with any other term or condition of this Contract. Upon receipt of written notice from Dealer, I will have ten (10) days to correct the deficiency. If I do not correct the deficiency in a timely manner, and Dealer does cancel this Contract, Dealer may assess contract termination charges, if any, as described in Paragraph 2 above.
  21. DELAYS. DEALER HAS NO RESPONSIBILITY OR LIABILITY TO ME OR ANY OTHER PERSON FOR DELAYS IN THE INSTALLATION OR REPAIR OF THE EQUIPMENT REGARDLESS OF THE REASON. DEALER HAS NO RESPONSIBILITY OR LIABILITY FOR INTERRUPTIONS OF SERVICE OR ANY RESULTING CONSEQUENCES, WHETHER DUE TO STRIKE, RIOT, FLOOD, FIRE, TERRORISM, ACT OF GOD OR ANY OTHER CAUSE WITHIN OR BEYOND DEALER’S CONTROL. IF THERE ARE SERVICE INTERRUPTIONS, DEALER HAS NO OBLIGATION TO SUPPLY ME WITH SUBSTITUTE SERVICES.”
  Safe Haven returned to the customer’s residence on 2/19/2022 to pair the doorbell camera with the system and to the WiFi within the residence. Safe Haven instructed the customer the doorbell did not have power and advised that electrician would need to provide power supply to the doorbell function in order for a doorbell camera properly function. The technician advised that once the doorbell has a power source, we would be able to come back connect it to the WiFi but with the required power source and wiring we are not able to install a device that requires those things. The customer became escalated and kicked the technician out of the home.
  Safe Haven received a call from the customer on 3/1/2022 advising she wanted to have the system removed due to the technician not installing the doorbell camera. Safe Haven advised the customer that the technician did not install the device based on them not having a sufficient power source to install it. Per the terms above, it is the consumer’s responsibility to provide sufficient electrical and internet resources to the Dealer to provide services rendered. In the event the consumer fails to do so, Safe Haven cannot move forward with the installation of devices if  they do not have the appropriate sources to function.
  On 3/3/2022, Safe Haven received a notice from the customer’s credit card company advised they had issued chargebacks on all the payments provided to Safe Haven by the consumer. Safe Haven no longer had any funds for the services or equipment installed that were currently being monitored. Safe Haven received notice from *** the customer had stopped paying the monthly billing and was 60 days delinquent beginning in May of 2022. Safe Haven attempted to contact the customer by email and phone advising the customer’s status of pending cancellation with in the next thirty (30) days. *** did not receive payment on the monthly monitoring services to bring the account current and *** terminated the account due to non-payment on 6/29/2022.
  A copy of the contract has been attached for reference to the terms above and 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. Safe Haven forwarded the account balance to an outside agency to collect on. Safe Haven provided customer direct information on what to do in order to not only obtain the doorbell camera, but also to avoid the account being terminated for non-payment and the customer did not comply. At this time the customer will need to forward all communication regarding her account to ****** * *****, as the account has now been turned over into their possession. Thank you for your time.

• Initial Complaint

  Date:07/15/2022

  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 signed up for *** Security Services, sold by Safe Haven Security Services in September of 2021 with the purchase of a new ** ****** home. I paid approximately $213 for the equipment and, signed a contract for 36 months, paying $59.77 a month. Since the installment, the panel and security system has never fully worked properly. For example, when someone rings the bell, I get a notification and click on that to open the app to view the camera. It takes too long to load the content or says there's an issue with the camera. Other examples include not getting motion notifications at either all and sensors being removed from the panel and thus not tripping the alarm. I have had to make several calls to *** throughout the 10 months I have had this system. The panel has been replaced, sensors switched out and technicians have instructed me on ways to fix the issues multiple times. Some successful, some not. Most recently, one of the sensors has been deleted from the system once again and I am unable to readd it. I called *** and was on hold for 15 mins, transferred to Safe Haven twice and was on hold for an additional 45 mins when I was hung up on. I left a voicemail, sent two requests and two emails only to get a generic copy and pasted response. A representative called me back a day and a half later, but I was busy at work. I called the number back and was sent right to voicemail where I left another message and have not heard back. I emailed *** customer service to try and cancel the service I am not being provided and was informed I needed to call the account management department. I called and was told I would have to pay over $1000 to get out of the contract and the representative tried to get ahold of Safe Haven and was unsuccessful. She did get ahold of them the next day, but I was told I needed to be transferred again as they couldn't help me. I want out of this contract without penalties as I cannot get ahold of anyone to assist me. Please reach out for more det

  

  Business Response

  Date: 08/03/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the complaint made by Ms. *********. 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.
  After reviewing the complaint, Safe Haven contacted Ms. ********* as we were disappointed that she no longer wanted to continue the business relationship to allow Safe Haven Security to provide our services to help protect her residence. Safe Haven set up a service appointment for a technician to do a full diagnostic test of the system to ensure the system was operating and functioning as expected. The appointment was scheduled and completed on 8/1/2022. Safe Haven issued Ms. ********* a customer courtesy check equivalent to two months’ worth of monitoring services to be sent via postage. Ms. ********* was provided direct contact information to a concierge specialist in the event she was to experience any further issues to avoid future escalations
  Safe Haven thanks the customer for allowing us to provide resolution to her concerns so that we may keep the monitoring services and current agreement intact. At this time, no further action is required and we have addressed the customer’s concerns. Thank you for your time.

  Customer Answer

  Date: 08/13/2022

  [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: a day after a tech came to my house to fix the system, it was already not working properly again. 
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 08/25/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the rejection made by Ms. *********. Safe Haven received a voice message from the consumer advising she was till experiencing issues with her system on 8/8/2022. The National Escalation Director for ** ****** Concierge contacted the customer at the primary number on file with no response. A message was left with the consumer to follow up and there has not been any additional follow up on the account or communication from the customer. Safe Haven will have the director reach out additionally to contact the customer and encourage her to follow back up with Safe Haven directly. 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:I called Safe Haven back on August 11 and then again yesterday, august 24 because I was having another issue with the system. I’m not sure what Safe Haven is referring to regarding the no response from me. I called and left two voicemails. 
  
  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 ***** *********. Safe Haven apologizes for any continued frustration the customer is experiencing and have escalated within management to ensure a contact attempt is made directly at the primary number on file( ************). Safe Haven has also issued an additional contact request be made via email should the customer not be available to speak she may communicate with us through email, a more convenient time to connect. Safe Haven would like to provide additional contact information for the future in the event she may need assistance. Our Customer Support team can be reached by phone, Monday- Friday, 8 AM- 6PM central time, or by email, ************************ Thank you for your time.
  
   
  
  Corporate Relations || Director
  
  ******** ******

• Initial Complaint

  Date:07/13/2022

  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.

  Why is Safehaven is charging me this amount through **** ****** when everything was given to us in a package deal when we brought our home. And **** ****** /********* **** is sending me emails and calling for payments

  

  Business Response

  Date: 07/29/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the complaint made by ******* ****** in association with the account listed under ******** ******. 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.
  When services are established, the customer signs a contract giving authorization to establish services and acknowledges entering into a contractual agreement with Safe Haven Security. The customer entered into a 36-month agreement with Safe Haven for *** Security on 12/31/2021. 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 requires 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.
  The contract outlines the details and terms of the agreement within multiple areas, specifically on the first page under the “FINANCIAL DISCLOSURE STATEMENT”. This statement can be found underneath the customer’s initials and states the following in sectioned out areas,
  ‘A. NUMBER OF PAYMENTS FOR THE INITIAL TERM IS 36 MONTHS.
  B. AMOUNT OF EACH PAYMENT IS $45.99 (TOTAL MONTHLY SERVICE CHARGE ON PAGE 3).
  TOTAL OF PAYMENTS FOR THE INITIAL TERM IS $1,655.64 (A. TIMES B.) (EXCLUSIVE OF ANY UP FRONT PAYMENTS, APPLICABLE TAXES, FEES, FINES AND RATE INCREASES.)”
  A copy of the contract has been attached for reference to the terms above in addition to the Page 4, titled as “Section 5. Equipment to be Installed”. This page reflects the equipment that was purchased additionally at the time of the installation and installed. Safe Haven received an inquiry regarding the additional equipment purchase from the customer and ensured the customer received an equipment voucher for the purchased and a refund from Synchrony directly.
  At this time, Safe Haven is unable to issued any additional refunds at the monthly monitoring rate and services being provided to the customer were outline within the contractual agreement signed for. Safe Haven encourages the customer to contact us directly should she have any additional concerns. 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:07/13/2022

  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.

  Safe haven equipment do not work and every one they they send to the house don’t know how to hook it up and I wanted to cancel and they want to charge me a Early termination fee I never knew that even exist because I never signed a contract

  

  Business Response

  Date: 07/29/2022

  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.
  When services are established, the customer signs a contract giving authorization to establish services and acknowledges entering into a contractual agreement with Safe Haven Security. The customer entered into a 36-month agreement with Safe Haven for *** Security on 5/31/2022. 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 requires 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: 6-3-2022”
  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.”
  After further review of the customer’s complaint, the customer failed to enforce her right to cancel penalty free when she did not exercise her rescission period within the allotted time frame permitted. Should the customer want to move forward with her cancellation request, she will be held to the terms authorized and signed for within the contractual agreement. Thank you for your time.

• Initial Complaint

  Date:07/08/2022

  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.

  Apparently I had a safe haven technician come To my home. I was told by the technician when he arrived that he worked for *** but He did not, he worked for safe haven. That’s a scam in itself pretending to work for another company. I was also told I had to pick between 3 packages to add on to my account. One was around $4500, 2nd around $1200, and the 3rd around $470. I was told I had to pick one of them to add on and this wasn’t an option. I picked the lowest one which was $470 and they added 3 fire alarms and some glass breaks. After calling *** today they told me that I didn’t have to add anything on. I was also told I had 6 months to cancel if I needed bc it was *** service. Now *** tells me to call safe haven and I only had 3 days to cancel. It was installed last week. Safe haven is saying I owe them $1600 to cancel. My fire alarm has went off many many times calling the ********** ****** firemen out 3 times. The chef fireman said I will be fined if it goes off again. I called for 2 days and many hours to try and get them to turn off the alarm but no one would help me. On the 3rd day I was able to talk with someone at safe haven and they told me they wouldn’t help me and if I canceled then I would be charged $1600. They already scammed me into paying $470 that was not needed. My equipment is brand new and I was lied to repeatedly and was not able to be helped. They told me if the city fines me then I have to pay the fine. They never offered to turn off the alarm or have anyone help me. They told me to call ***. Safe haven lied about who they were. That’s false advertising. My text messages I received saying a technician was coming out is also from ***. Noting said Safe haven. Safe haven shouldn’t have even shown up on my property but they did and they were claiming to be ***. Huge lie. Huge false advertising. They equipment is awful. It’s been less than a week and I want it canceled all together. More info attached

  Customer Answer

  Date: 07/11/2022

  I was setting up service with *** security. 
  
  Apparently I had a safe haven technician come
  
  To my home. I was told by the technician when he arrived that he worked for *** but He did not, he worked for safe haven. That’s a scam in itself pretending to work for another company.  I was also told I had to pick between 3 packages to add on to my account. One was around $4500, 2nd around $1200, and the 3rd around $470. I was told I had to pick one of them to add on and this wasn’t an option.  I picked the lowest one which was $470 and they added 3 fire alarms and some glass breaks. After calling *** today they told me that I didn’t have to add anything on.   I was also told I had 6 months to cancel if I needed bc it was *** service. Now *** tells me to call safe haven and I only had 3 days to cancel. It was installed last week.  Safe haven is saying I owe them $1600 to cancel. 
  
  
  
  My fire alarm has went off many many times calling the ********** ****** firemen out 3 times. The chef fireman said I will be fined if it goes off again. I called for 2 days and many hours  to try and get them to turn off the alarm but no one would help me. On the 3rd day I was able to talk
  
  with someone at safe haven and they told me they wouldn’t help me and if I canceled then I would be charged $1600.  They already scammed me into paying $470 that was not needed.  My equipment is brand new and I was lied to repeatedly and was not able to be helped. They told me if the city fines me then I have to pay the fine.  They never offered to turn off the alarm or have anyone help me.  They told me to call ***. 
  
  Safe haven lied about who they were.  That’s false advertising.  My text messages I received saying a technician was coming out is also from ***. Noting said Safe haven.  Safe haven shouldn’t have even shown up on my property but they did and  they were claiming to be ***.  Huge lie.  Huge false advertising.  They equipment is awful. It’s been less than a week  and I want it canceled all together.  I do not trust anyone from safe haven to come out to my home again as they lied and told me they were from *** and scammed me into buying a contract that they had told me I had to pick from the 3 options. 
  
  This is ridiculous that they will not cancel my contract. It’s also ridiculous of *** to not accept responsibility in sending someone to my home that was not from *** but claiming someone was coming set up the service from ***.  
  
  I have went back and forth form safe haven to *** and nothing resolved. *** fraud department explained how sorry they were but said there is nothing they can do. 
  
  
  
  I see now all the law suits and fraud that safe haven has out there. I do not understand how they are getting away with this and how they are still operating. 
  
  
  
  Also when the salesman came to my home he came to my back patio outside area. That’s trespassing & impersonating another company bc he was with safe haven but stating he was with ***.  Business impersonation is the practice of using an existing brand's name, content, products, and other intellectual property to scam consumers. I was also scammed by their salesperson. 
  
  
  
  A resolution of canceling my service needs to happen. 
  
  
  
  Thank you 

  

  Business Response

  Date: 07/29/2022

  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.
  When services are established, the customer signs a contract giving authorization to establish services and acknowledges entering into a contractual agreement with Safe Haven Security. The customer entered into a 36-month agreement with Safe Haven for *** Security on 6/29/2022. 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 requires 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 800.327.4348. 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: 7-2-2022”
  Safe Haven was first contacted by Mrs. ****** on 7/7/2022 stated that she was about to get fine by the fire department due to false alarms going on with her system. She became belligerent, using profanity, and demanding to terminate the services. The customer support agent advised the customer she would be subject to an early termination fee if she wanted to proceed with her cancellation request as she was no longer within the rescission period. The support agent offered to assist her with system issues and offered apologies for any inconveniences. The customer proceeded to make fraud allegations against the installation technician and that she did not sign anything nor was she informed she was entering into an agreement with Safe Haven Security.
  Safe Haven attempted to advise Mrs. ****** of the fraud claim process that is assisted by *** Corporate to get her connected over to *** to begin her claim but she refused. The customer stated she would not get off the phone until she could speak with management. Safe Haven’s Customer Support manager entered the conversation and advised of the steps to take to file a fraud claim in addition to the cancellation process. Once the manager advised of both and provided the customer a quote of the early termination fee, the customer agreed to a call transfer to *** directly.
  Safe Haven received a call from the customer the following day ( 7/8/2022 ) advising she wanted to cancel. She made additional allegations of fraud, threatened to take legal action with the fire marshall, file a Better Business Bureau complaint, and get her attorney involved. The support agent advised of the cancellation steps and advised she would be subject to early termination fees previously quoted on 7/7/2022. Safe Haven received a call following Mrs. ******** from *** Corporate advising the consumer did not want any further communication/ contact from Safe Haven Security. *** acknowledged they had been receiving calls from the customer and that they (***) initially generated a work order on 7/7/2022 for the customer for Safe Haven to resolve. *** advised it was sent to Safe Haven on 7/8/2022 for Safe Haven to reach out to the customer regarding system errors with the smoke sensors within the home. *** inquired on the customer’s cancellation request and what steps were needed to move forward. Safe Haven reiterated the cancellation terms listed within the contract and advised the customer would be subject to those terms as there has not been any confirmation of fraud.
  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.”
  When Mrs. ****** contacted Safe Haven on 7/7/2022, she became escalated and had very escalated nature towards the customer support agent she spoke with. The customer acknowledged she picked out additional equipment and was aware of the charges but later stated she was not aware of them. Safe Haven attempted to advise the customer she was not eligible for a refund and attempted to provide the her with information supporting the contract and equipment charges but she became escalated, while using profanity towards the representative. Safe Haven reviewed contract terms, documents signed by the customer with the certificate of completion records, and addressed the allegations against the representatives mentioned in the customer’s complaint. Safe Haven advised the customer she was not eligible for a penalty free cancellation and that if she was outside of the rescission period, she would be subject to the early termination fee.
  Safe Haven conducted a formal investigation regarding the claims and found that no fraud had been conducted on the account. Safe Haven will also be providing recordings conducted including the customer of the behavior conducted in addition to recordings of the customer acknowledging Safe Haven/ being informed of working with Safe Haven. Safe Haven conducts a verbal authorization recording in addition to the documents collected at the installation the consumer was presented for review to sign. Mr. ****** verified agreeing to the terms on 6/17/2022 beginning at 4:10 of the recording. He acknowledged speaking with Safe Haven, scheduled the installation, and confirmed the equipment that was going to be included in the sales package. To further support Mrs. ******** acknowledgement of entering an agreement with Safe Haven, a call recording has been attached of a direct call from Mrs. ****** on 6/27/2022. She contacted Safe Haven directly and requested to schedule her installation appointment and was informed she was contacting Safe Haven customer support.
  At this time, Safe Haven has exhausted all efforts in addressing the consumer’s allegations of fraud, assisting her with the fraud process with *** directly, and conducting our own investigation. Safe Haven received acknowledgement from the consumer on the first escalated call conducted on 7/7, that she agreed to picking out the additional equipment, providing her with support of documentation of her handwritten signature to the additional equipment up sale, and the certificate of completion of the electronic copy of the contract. All documents the consumer was provided reflect the same pricing found within the contract, the credit card authorization form, and the home customization sheet. Due to the nature of the complaint Safe Haven does not want to be accused of any further false allegations or claims that we have harassed her by foregoing her wishes of no further contact. At this time, Safe Haven has not found anything to support the allegations made by the consumer, nor support of any refund due. Should the customer wish to move forward with their cancellation request she will be subject to 75% of the remaining balance of the contract. Safe Haven encourages the customer to contact us directly should she want to move forward with her cancellation request with the associated early termination fees. 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.
  N/A

  

  Business Response

  Date: 07/29/2022

  I have some documents and a couple of recordings that weren’t able to be loaded into the complaint. Can you add these in there if possible? There is a link to one that is longer as well it would not allow me to attach it either.

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

   

• Initial Complaint

  Date:07/07/2022

  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 just bought a house in Crossville,TN. I ordered Security service installed by Safe Heaven Security service. The technician installed a new door lock which did not work and it cost me $50.00 to get it redone. The tech also installed a new thermostat without cutting off the power. That completely blew out the air conditioning and heating system. An electrician charged $464.00 to get the system working again. The had just been inspected by the ** and all these things had been working until the Safe Heaven tech installed the system. I would like Safe Haven to pay for the repairs it cost me.

  

  Business Response

  Date: 07/29/2022

  
  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 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.
  The customer entered into a 36-month agreement with Safe Haven for *** Security on 5/13/2022. 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 requires their authorization and signature agreeing to terms and conditions included for the services provided by Safe Haven. The customer acknowledged the limitation of liabilities assessed to the dealer during the installation as a part of the terms within the agreement. This can be found on beginning on page 6- 7 under Installation and Warranty Inclusions. Please review the following clauses for reference that state the following,
  “8. INSTALLATION. The equipment that Dealer installs under this Contract may be new or refurbished. In order for Dealer to install and service the equipment listed on this Contract, I agree that: …(C) the installation will require drilling into various walls and other parts of the premise; (D) I will provide Dealer with 110 AC electrical outlets for power equipment in location designated by Dealer; € I will pay for and provide compatible Internet connectivity, if applicable; …If applicable, Dealer will attempt to connect the existing previously-installed alarm system to *** or such other third party’s monitoring center. Prior to connect, Dealer has the right to inspect My system and My premises to determine eligibility for Extended Limited Warranty/ QSP coverage and may notify Me of any required repair/ replacement costs related to the existing alarm system, device (s) or connections. If I decline to pay such repair/ replacement costs, Dealer is not obligated to connect to the existing alarm system and may terminate this Contract without liability to the Dealer. If the existing alarm system is connected to ***** or such other third party’s monitoring center, Dealer will have no liability for the maintenance, operation, non-operation, actuation, non-actuation or erroneous action of the existing alarm system, connection or device(s), and any repairs will be performed on a time and material basis by Dealer, subject to available parts, except for repairs/ replacements covered by the Extended Limited Warranty/ QSP coverage if such coverage is provided under this contract”
  11. WARRANTY EXCLUSIONS… THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: (A) damage resulting from accidents, theft, Acts of God, natural disasters, labor disputes, war, terrorism, civil strife, electrical surge, alterations or misuse; (B) My failure to properly close or secure a door, window or other point protected by an alarm device; (C) My failure to properly follow the operating instructions; (D) trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.) or due to interruption of power; (E) loss or disruption of Internet connectivity; (F) repairs needed to window foil, security screens, exterior mounted devices (except for outdoor cameras, doorbells and door locks) or PROM (Programmable Read Only Memory); (G) ordinary wear and tear; (H) alterations to My premises or failure of My premises to comply with any applicable codes, regulations or laws; or (I) alterations or damage to the alarm system caused by Me or by a cause beyond Dealer's control. The limited warranty provided under this Contract and, if purchased, the QSP do not apply to household systems or devices not supplied by Dealer but connected to My alarm system for automation, alert or similar purposes, including but not limited to, thermostats, heating/air conditioning systems, lighting systems, doors, locks, garage doors, fans, blinds, shutters or appliances. Dealer will not perform warranty services on (i) any device not supplied by Dealer even if installed by Dealer; ... THE EQUIPMENT PROVIDED BY DEALER UNDER THIS CONTRACT OR OTHERWISE MAY NOT BE COMPATIBLE WITH AND MAY NOT OPERATE WITH OTHER THIRD-PARTY ALARM OR HOME AUTOMATION SERVICES. This limited warranty and the QSP do not apply to promotional items or gifts.”
  Please reference Page 9. Term 21(DELAYS) of the Important Terms and Conditions:
  “21. DELAYS. DEALER HAS NO RESPONSIBILITY OR LIABILITY TO ME OR ANY OTHER PERSON FOR DELAYS IN THE INSTALLATION OR REPAIR OF THE EQUIPMENT REGARDLESS OF THE REASON. DEALER HAS NO RESPONSIBILITY OR LIABILITY FOR INTERRUPTIONS OF SERVICE OR ANY RESULTING CONSEQUENCES, WHETHER DUE TO STRIKE, RIOT, FLOOD, FIRE, TERRORISM, ACT OF GOD OR ANY OTHER CAUSE WITHIN OR BEYOND DEALER’S CONTROL. IF THERE ARE SERVICE INTERRUPTIONS, DEALER HAS NO OBLIGATION TO SUPPLY ME WITH SUBSTITUTE SERVICES.”
  Safe Haven conducted a formal investigation regarding the allegation made against the technician once Safe Haven received a complaint from the customer on 6/22/2022. Safe Haven is permitted to sell thermostat devices but at the time of the purchase we disclose to all customers that they must hire an HVAC certified technician to install the device. Safe Haven found that the technician advised the customer this as well and during the time of the installation of the services Mr. ****** was not required to purchase his thermostat as it was purchased through a promotional voucher. As advised above, the limited warranty and QSP provided to customer under the contract do not apply to promotional items or gifts. The technician advised while performing the installation of the system, Mr. ****** installed the thermostat on his accord. Once he had done that the technician programmed the thermostat into the system under normal operating procedures as he would have done for any other installation that had a thermostat.
  Safe Haven scheduled a return trip to the customer’s residence on 6/30/2022 because he was concerned the thermostat was causing his HVAC system to work. The technician manager provided the customer with a new thermostat, advised the customer and HVAC technician would need to come out to install it and that based on the trouble shooting conducting it looked like there was a mechanical error/ possibly shortage in his breaker. After the technician manger visited the customer’s home, he called and provided new allegations against the manager. Mr. ****** advised the technician manager blew his AC system when he installed the thermostat and that he was owed $800. Safe Haven advised the protocol on thermostats and the requirements of their installation. The customer threatened to terminate services and was advised of the early termination penalties. 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 customer made a formal complaint through *** and stated the following,
  “Complaint Description: ****** ****** stated because the dealer tech didn't cut off his circuit breaker before installing the *** thermostat which it caused a power surge and that burned out the customers equipment. The customer called an HVAC company out and had pay them $464 to fix the dealer issue and $50 for a lock smith because that was needed as well. The customer is looking for the dealer to refund him for the funds he had to pay out of pocket due to the dealer faulty installation issue.”
  
  At this time, Safe Haven is unable to adjust any billing or issue any type of compensation to the customer as the terms set forth with in the agreement void out any liability towards Safe Haven regarding installation damages and/ promotional devices. The devices in questions were the door lock and the thermostat which were both provided under a promotional equipment voucher. Should the customer have any further questions or concerns regarding this matter, we encourage the customer to contact Safe Haven directly. 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:07/05/2022

  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.

  This company has huge mark-ups on it's products (dimmer and other modules, basic glass-break sensors, door-open sensors, surveillance cams, etc.) and claims the reason for the huge mark-up is their Warranty. What Warranty?? Safe Haven claims their 'Warranty' is on their contract, which I signed, but Safe Haven did not provide me with a copy of this contract and they won't provide me with their Warranty information. This leaves me to conclude that there is, in fact, no Warranty for these items, and I have just plainly been RIPPED OFF. They don't return emails or phone calls. They are quick to take your money and quick to disappear if you start asking questions. Then, try getting your refund back for items not received from these people. Crooks, all of them, and *** is no better for making these people "Authorized Dealer"s. Shameful business practices, all around. DON"T USE!!

  

  Business Response

  Date: 07/26/2022

  
  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. We strive for customer satisfaction and 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 36-month agreement with Safe Haven for *** Security on 4/20/2022. 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 requires 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. When the customer signed, a copy of the contract was sent to the customer instantaneously to email address they provided. 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. This clause states the following,
  “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 : 4-23-2021”
  When services are established, the customer signs a contract giving authorization to establish services and acknowledges the terms within the agreement including the warranty. This can be found on page 7 under terms 9-12 under; 9.LIMITED WARRANTY, 10. EXTENDED LIMITED WARRANTY/ QUALITY SERVICE PLAN (QSP), 11.WARRANTY EXCLUSIONS, and 12. NO OTHER WARRANTIES. . Please review the following clauses for reference that state the following,
  “9. LIMITED WARRANTY. During the first 90-days after installation, Dealer (this reference to Dealer does not include ***) will repair or, at its option, replace any defective part of the equipment Dealer supplies and installs, including wiring, and will make required mechanical adjustments, all at no charge to me. If I am provided equipment for self-install, the 90-day warranty period for such equipment shall commence on the order date and will cover replacement equipment only. Dealer will use new or refurbished parts for replacements. This limited warranty is for My benefit only and may not be enforced by any other person. This limited warranty gives Me specific legal rights. The laws of the state where this Contract was signed may also give me additional rights. To order service, call ************. This limited warranty, and if purchased, the extended limited warranty, provided below, shall replace any other equipment warranty, including without limitation the manufacturer warranty. 10. EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP). If I purchase Dealer's Extended Limited Warranty, which is called the Quality Service Plan or QSP, 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. During the Extended Limited Warranty period, I will be charged a non-refundable on-site assessment charge in the amount of $ for each service call booking for a Dealer technician to visit my premises for QSP service. On-site assessment charges may vary depending on the geographic location of the premises. Dealer has the right to change the QSP on-site assessment charge at any time by posting updated and current on-site assessment rates to my***.com. It is your responsibility to check this link periodically for changes. Dealer will use new or refurbished parts for replacements. If I require services excluded from the QSP (see Paragraph 12 below for exclusions), then Dealer will provide the services at its current labor rate for each service call. The QSP and the billing for it will commence on the date the alarm system is installed, operational and communicating with Dealer's CMC and will continue for the term of this Contract. The QSP will automatically renew for successive thirty (30) day terms at Dealer's then-current QSP rate unless terminated by either party's written notice at least thirty (30) days before the end of the then-current term. If I purchase the QSP after the initial system installation, the alarm system must be in good working condition at the time I purchase the QSP. To purchase the QSP, call ************.

  11. WARRANTY EXCLUSIONS… THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: (A) damage resulting from accidents, theft, Acts of God, natural disasters, labor disputes, war, terrorism, civil strife, electrical surge, alterations or misuse; (B) My failure to properly close or secure a door, window or other point protected by an alarm device; (C) My failure to properly follow the operating instructions; (D) trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.) or due to interruption of power; (E) loss or disruption of Internet connectivity; (F) repairs needed to window foil, security screens, exterior mounted devices (except for outdoor cameras, doorbells and door locks) or PROM (Programmable Read Only Memory); (G) ordinary wear and tear; (H) alterations to My premises or failure of My premises to comply with any applicable codes, regulations or laws; or (I) alterations or damage to the alarm system caused by Me or by a cause beyond Dealer's control. The limited warranty provided under this Contract and, if purchased, the QSP do not apply to household systems or devices not supplied by Dealer but connected to My alarm system for automation, alert or similar purposes, including but not limited to, thermostats, heating/air conditioning systems, lighting systems, doors, locks, garage doors, fans, blinds, shutters or appliances. Dealer will not perform warranty services on (i) any device not supplied by Dealer even if installed by Dealer; (ii) smoke or carbon monoxide detectors that have been installed for longer than five (5) years; or (iii) any part, system or device that has been discontinued or is no longer supported by the device manufacturer. Additionally, I understand that I may be required to pay for the installation of new equipment if the installed equipment is, in whole or in part, discontinued or is no longer supported by the device manufacturer and My failure to pay for the installation of said new equipment shall not relieve Me of My obligation to pay any amounts owed for service hereunder. Battery replacement is excluded from all warranties. THE EQUIPMENT PROVIDED BY DEALER UNDER THIS CONTRACT OR OTHERWISE MAY NOT BE COMPATIBLE WITH AND MAY NOT OPERATE WITH OTHER THIRD-PARTY ALARM OR HOME AUTOMATION SERVICES. This limited warranty and the QSP do not apply to promotional items or gifts.
  12. NO OTHER WARRANTIES. OTHER THAN THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP, I AGREE THAT DEALER MAKES NO GUARANTEE OR WARRANTY OF ANY KIND. INCLUDING ANY IMPLIED WARRANTY OF MECHANTABNILITY OR FITNESS OR A PARTICULAR PURPOSE. WITH RESPECT TO THE SERVICES DEALER PERFOMR OR THE EQUIPEMENT IT PROVIDES. MY EXCLUSIVE WARRANTY REMEDY IS SET FORTH IN PARAGRAPHS P, 10, AND 11 ABOVE/ SOME SATEDS MAY NOT ALLOW THE PARTIES TO A CONTRACT TO LIMIT THE LENGTH OF AN IMPLIED WARRANTY. THE LAW OF THE SATE WHERE THIS CONTRACT WAS SIGNED WILL DETERMNE WHETHER THESE LIMITATIONS AND EXCLUSIONS APPLY.”
  Safe received notification from the customer alleging she did not receive everything listed in the contract in terms of the equipment. Safe Haven attempted to go back out to the residence to show her where each device was installed and that the contract terms were satisfied but the customer refused. 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 offer a refund as requested within the complaint. Should the customer wish to move forward with her cancellation request she will be subject to 75% of the remaining balance of the contract. If the customer would like to move forward with completing service appointment request, 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.

  Customer Answer

  Date: 07/26/2022

  [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 did not receive a copy of the contract at the time of signing, nor within the timeframe that I could have negated my commitment.  There is no way I could have read the contract.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 07/29/2022

  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. We strive for customer satisfaction and 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 36-month agreement with Safe Haven for *** Security on 4/20/2022. 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 requires 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. When the customer signed, a copy of the contract was sent to the customer instantaneously to email address they provided. 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. This clause states the following,
  “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 : 4-23-2021”
  When services are established, the customer signs a contract giving authorization to establish services and acknowledges the terms within the agreement including the warranty. This can be found on page 7 under terms 9-12 under; 9.LIMITED WARRANTY, 10. EXTENDED LIMITED WARRANTY/ QUALITY SERVICE PLAN (QSP), 11.WARRANTY EXCLUSIONS, and 12. NO OTHER WARRANTIES. . Please review the following clauses for reference that state the following,
  “9. LIMITED WARRANTY. During the first 90-days after installation, Dealer (this reference to Dealer does not include ***) will repair or, at its option, replace any defective part of the equipment Dealer supplies and installs, including wiring, and will make required mechanical adjustments, all at no charge to me. If I am provided equipment for self-install, the 90-day warranty period for such equipment shall commence on the order date and will cover replacement equipment only. Dealer will use new or refurbished parts for replacements. This limited warranty is for My benefit only and may not be enforced by any other person. This limited warranty gives Me specific legal rights. The laws of the state where this Contract was signed may also give me additional rights. To order service, call ************* This limited warranty, and if purchased, the extended limited warranty, provided below, shall replace any other equipment warranty, including without limitation the manufacturer warranty. 10. EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP). If I purchase Dealer's Extended Limited Warranty, which is called the Quality Service Plan or QSP, 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. During the Extended Limited Warranty period, I will be charged a non-refundable on-site assessment charge in the amount of $ for each service call booking for a Dealer technician to visit my premises for QSP service. On-site assessment charges may vary depending on the geographic location of the premises. Dealer has the right to change the QSP on-site assessment charge at any time by posting updated and current on-site assessment rates to my***.com. It is your responsibility to check this link periodically for changes. Dealer will use new or refurbished parts for replacements. If I require services excluded from the QSP (see Paragraph 12 below for exclusions), then Dealer will provide the services at its current labor rate for each service call. The QSP and the billing for it will commence on the date the alarm system is installed, operational and communicating with Dealer's CMC and will continue for the term of this Contract. The QSP will automatically renew for successive thirty (30) day terms at Dealer's then-current QSP rate unless terminated by either party's written notice at least thirty (30) days before the end of the then-current term. If I purchase the QSP after the initial system installation, the alarm system must be in good working condition at the time I purchase the QSP. To purchase the QSP, call ************.
  
  11. WARRANTY EXCLUSIONS… THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: (A) damage resulting from accidents, theft, Acts of God, natural disasters, labor disputes, war, terrorism, civil strife, electrical surge, alterations or misuse; (B) My failure to properly close or secure a door, window or other point protected by an alarm device; (C) My failure to properly follow the operating instructions; (D) trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.) or due to interruption of power; (E) loss or disruption of Internet connectivity; (F) repairs needed to window foil, security screens, exterior mounted devices (except for outdoor cameras, doorbells and door locks) or PROM (Programmable Read Only Memory); (G) ordinary wear and tear; (H) alterations to My premises or failure of My premises to comply with any applicable codes, regulations or laws; or (I) alterations or damage to the alarm system caused by Me or by a cause beyond Dealer's control. The limited warranty provided under this Contract and, if purchased, the QSP do not apply to household systems or devices not supplied by Dealer but connected to My alarm system for automation, alert or similar purposes, including but not limited to, thermostats, heating/air conditioning systems, lighting systems, doors, locks, garage doors, fans, blinds, shutters or appliances. Dealer will not perform warranty services on (i) any device not supplied by Dealer even if installed by Dealer; (ii) smoke or carbon monoxide detectors that have been installed for longer than five (5) years; or (iii) any part, system or device that has been discontinued or is no longer supported by the device manufacturer. Additionally, I understand that I may be required to pay for the installation of new equipment if the installed equipment is, in whole or in part, discontinued or is no longer supported by the device manufacturer and My failure to pay for the installation of said new equipment shall not relieve Me of My obligation to pay any amounts owed for service hereunder. Battery replacement is excluded from all warranties. THE EQUIPMENT PROVIDED BY DEALER UNDER THIS CONTRACT OR OTHERWISE MAY NOT BE COMPATIBLE WITH AND MAY NOT OPERATE WITH OTHER THIRD-PARTY ALARM OR HOME AUTOMATION SERVICES. This limited warranty and the QSP do not apply to promotional items or gifts.
  12. NO OTHER WARRANTIES. OTHER THAN THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP, I AGREE THAT DEALER MAKES NO GUARANTEE OR WARRANTY OF ANY KIND. INCLUDING ANY IMPLIED WARRANTY OF MECHANTABNILITY OR FITNESS OR A PARTICULAR PURPOSE. WITH RESPECT TO THE SERVICES DEALER PERFOMR OR THE EQUIPEMENT IT PROVIDES. MY EXCLUSIVE WARRANTY REMEDY IS SET FORTH IN PARAGRAPHS P, 10, AND 11 ABOVE/ SOME SATEDS MAY NOT ALLOW THE PARTIES TO A CONTRACT TO LIMIT THE LENGTH OF AN IMPLIED WARRANTY. THE LAW OF THE SATE WHERE THIS CONTRACT WAS SIGNED WILL DETERMNE WHETHER THESE LIMITATIONS AND EXCLUSIONS APPLY.”
  Safe received notification from the customer alleging she did not receive everything listed in the contract in terms of the equipment. Safe Haven attempted to go back out to the residence to show her where each device was installed and that the contract terms were satisfied but the customer refused. 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 offer a refund as requested within the complaint. Should the customer wish to move forward with her cancellation request she will be subject to 75% of the remaining balance of the contract. If the customer would like to move forward with completing service appointment request, 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.

  Customer Answer

  Date: 07/30/2022

  [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 told by Safe Haven employee(s) that there was a lifetime warranty on the ***** switches I purchased. The Alarm Services Contract shows that this is not at all the case. The Warranty is, in fact, LIMITED, and only covers a 90-day term UNLESS ADDITIONAL LIMITED WARRANTY coverage is PURCHASED.  I did not purchase such. I suspect this is why I had such a difficult time obtaining this "Warranty" information from Safe Haven when I initially requested it in late April 2022.

  I feel Safe Haven is intentionally vague to allow unsuspecting people, like myself, to fall into the 3-year trap. The complaints are all over the BBB website.

  Also, I was exhausted, having just closed on and moved into a new house. The salesperson and install tech were wanting me to sign the contract ASAP as they had more appointments in my neighborhood.  I was rushed and did not have sufficient time to read the entire contract.

   

  Safe Haven 

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

• Initial Complaint

  Date:07/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 29, 2022 we had a *** (Safe Haven) sales Representative come to our home trying to sell us a *** home security system. He discussed a package and we thought it seemed reasonable. The Representative then scheduled a time on July 1,2022 for a technician to come to our home to install the system. When the technician arrived he immediately become rude and threatening when we informed him the package he was discussing with us was not the package we were told about from the sales Rep. on June 29,2022. He then started telling us we didn’t know what we were talking about and trying to force us to purchase more equipment. At this time we ask him to leave about home and told him we did not want the equipment installed nor would we be moving forward with any service through *** or Safe Haven. He left and peeled out of our driveway slinging rocks everywhere. Within 10 minutes I received a phone call from a Dales manager from the company informing me that they would be firing the technician and that this was not the first time they had,had this problem with this technician. He ask me if I would be interested in still getting the service installed and I informed him no we would not be moving forward with the installation and did not want the service. 10 minutes after that I received a call from the General Manager apologizing for the technicians conduct and letting me know they had fired him. I stated again I would. Not be moving forward with any installation or the service. I was also guarantee that they would not charge my debit card (as the service was never installed nor was it ever activated.) on July 2,2022 I seen where Safe Haven (***) had indeed hit my checking account for $108.32. I immediately called and text all the number the manager, general manager and sales representative had contacted me from and called the company itself. I did receive a response from the sales representative stating him and his manager were indeed on it and I would get my money returned

  

  Business Response

  Date: 07/26/2022

  
  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 we were unable to keep the business relationship with the consumer and provide our services to help protect their residence. Safe Haven adjusted the billing on the account and a refund in the amount was generated back to the customer on 7/11/2022. A copy of the transaction has been listed below for reference as well. Thank you for allowing Safe Haven to resolve this matter for the consumer.
  07/11/2022 Credit Card: ********** **************** $-108.26 Refund Generated 07/11/2022 | 10:19 AM by ***** *****
  Refund Transaction ID: **********
  Authcode:
  Status: Pending Settlement
  Status Updated: 07/11/2022 | 10:19 AM

  Customer Answer

  Date: 07/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Our money was refunded after several phone calls. We are just so happy we found out how the company was before they locked us into a contract, as I could only imagine what the customer service would of been like then. 
  
  Regards,
  
  ****** ****************

• Initial Complaint

  Date:06/28/2022

  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.

  I paid my debt to Safe Haven Security on 4/7/2022 in the amount of $841.14. However, I kept receiving letters in the mail from *** stating I owe them $782.78. I then contacted both companies and they told me on numerous occasions not to worry bout the debt, they see that I have already paid them and they will take care of it. As of 6/28/2021, a debt collection agency by the name of ****** *********** ********** in North Carolina is saying that I owe them around $782.78 because I did not pay my *** bill and that if I do not pay them this will be going on my credit reports. Which is absolutely not right. This bill has already been paid. Please resolve this issue immediately.

  

  Business Response

  Date: 07/12/2022

  Dear Better Business Bureau,
              Thank you for reaching out to Safe Haven in regards to the formal complaint made by ******* *******. Safe Haven strives to provide excellent customer care and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend apologies for having fallen short of expectations and any frustrations the customer has endured throughout this matter. We have reviewed the account and found the cancellation fee was collected in error. A refund has been requested to be issued in the amount of $841.14 back to the original payment utilized. Please allow this to reflect within the consumer possession within 7-10 business days. Thank you for your time.