Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business sent me a letter from a rep who is already gone and not at the number on his direct line for calling. Detailed in my last transaction was a $500 credit voucher since I bought a new home from ** ******. The voucher clearly states $500 towards me upgrading devices. The rep on my appointment date stated that I needed to pay a $99 activation fee first to get the $500. So the very premise is misleading as you truly only net $400. When I got my last confirmation of my appointment there was no mention of an activation fee. Then they left the poor installer in an awkward position as he thought it was misleading too. When we called their "Concierge" they acted like they didn't care what was sent out and they needed to charge $100 to give me my $500. I asked to speak for a supervisor and never talked to one. I finally got the rep to tell me his Supervisors name and it was "**** *****" and wouldn't honor what they sent out. Said they sent something earlier and when you pull up the most recent email from May 6th there is nothing. This is clearly the basic essence of bate and switch. I have had zero contact since May and my last contact shows no activation fee. Many questions come from this transaction...why would you offer something as a $500 credit when you have to pay them $100 first? How would a customer know policies hadn't changed and there were no longer an activation fee given the fact it is really only a $400 credit with the fee and yet they advertise it as $500? I have enclosed the attachment I last got that clearly has zero mention of an activation fee, no asterisk, no super tiny print, nothing. I would think "all" of your correspondence should have to display the terms of which they were offering this so-called $500 credit. This is clearly an effort to be deceitful and to hope most people will have the installer in their house and feel pressured to get the $500 for $100 exchange. We declined but this needs to be fixed.

  

  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.
  After reviewing the account, the customer signed a contract on 6/27/2022. Safe Haven requires all of our customers to review the terms of the contract at the time of installation and after. When the customer signs the contract, they are authorizing they agree to the terms of the agreement and authorize the completion of the installation to their standards. A copy of the contract is then sent to the email address verified as correct upon signing for the customer’s review. In addition to the contract, the customer conducts a verbal authorization recording prior to the technician going out to the residence. This call recording includes the details of the representative going over all that is included within the package, in addition to any special offers and terms.
  Safe Haven conducted a recording with Mr. ****** beginning at 20:27 within the recording files attached, however, at 21:37 the sales representative repeats and clarifies to the customer that his activation fee of $99 is being waived in lieu of receiving the $500 equipment voucher. The customer is also advised should he decide he want to receive the $500 equipment voucher, that he may pay the $99 activation fee at the time of the installation in order to receive the voucher. The customer not only heard this once but had it repeated twice and confirmed he understood at the recording place of 21:50.
  After reviewing this account, Safe Haven provided the customer with the information in order to utilize the special equipment voucher with clear information that was verbal conducted and acknowledged on a recorded line. Safe Haven makes no attempt to bait and switch customers through our ** ****** program. The program provided by the builder includes equipment upfront with no cost, discounted monitoring, and an additional equipment voucher that allows customers the opportunity to customize their equipment package should what be provided not suffice. Safe advised the customer that this offer includes an additional fee and the customer is provided clear information to avoid any confusion. Safe Haven appreciates the customer’s feedback in regards to the advertised claim and have escalated this within the division for review to avoid future confusion. Thank you for your time.

  Customer Answer

  Date: 07/12/2022

  [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:

   

  Apparently Safe Haven does not know their own time stamp of events nor do they read what they send as you can clearly tell they have copied and pasted from someone else's complaint. This tells you everything you need to know about my experience and probably the same experience they copied and pasted from "***** *******".  The fact they have a canned response they are copying and pasting should tell you that there are numerous issues!

  My appointment for install on 6-27-22 was for 14:00. The installer arrived early and was courteous throughout. After going through all of our options to have equipment installed, we started figuring out prices. That is when I brought up the "$500" voucher that I was supposed to have for use for other items. He then told me that there was a $99 activation fee. I went through and showed him my email, which I submitted already" which shows no activation fee. The installer even agreed. So then we tried calling the agent, who I had been dealing with, at 15:22. Upon it ringing a few times it rolled to voicemail and was now the name of a different agent. I assume that the last agent had left. Without getting ahold of him we then tried calling the main "Concierge" line again at 15:22. I have attached my phone records of that day establishing both of these phone calls. This is when the Supervisor, who I had previously stated wouldn't get on the phone to talk to me, and I informed the call agent then that I would be referring this over to the BBB. This notification at the latest would have been 15:38 which is clearly before their stated times. I had known by then that they were informed what I was doing and the poor installer had to record me so he could leave. Again between 15:38 and 20:27 the installer was working with his manager to try and improve the situation that Safe Haven had left them in. This in no way dissolves my previous statement that is recorded on their inbound calls. I would request that Safe Haven produce this recording for the BBB to review since they clearly have left it out for a reason. 

  Clear and simple this is bait and switch and at the very least a deceptive business practice. Tell people they get $500 and surprise them with an activation fee after they have decided on items for their home hoping people will just do it as they have an installer in front of them and had spent hours looking over options and install possibilities. You can't really claim $500 if you take $100 first. There has been zero evidence submitted by Safe Haven disputing the form sent to me with "No" asterisks or fine print of an activation fee. I would ask Safe Haven to cease and desist this program as it is dishonest and deceptive in its entirety. I would also seek compensation for anyone deceived by this practice of using pressure of a rep in the home and hours invested to only find out that they were duped. I would also ask the BBB to refer this matter over to any and all state and Federal regulators for legal violations of Consumer Fraud as well as violations of the Deceptive Business Practices Act!

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

  

  Business Response

  Date: 07/14/2022

  Dear Better Business Bureau,

  Safe Haven submitted a retraction when the initial response was submitted. Unfortunately, the retraction was not updated prior to the customer reviewing the business response and reflected a name that was not for this case file. Safe Haven provides a $500 voucher ticket that includes asterisks with a statement that reflects $99 activation fee on the second page with small print writing. An attachment of this has been included for your review. We unsure why one portion of this is being reflected in the consumer's complaint when there is a front and back side to the voucher. At this time the customer is not owed any compensation nor will Safe Haven be discontinuing a program that provides detailed information about additional equipment provided to consumers in addition to verbal confirmation calls the customers authorize prior to the installation. Thank you for your time.

  Customer Answer

  Date: 07/15/2022

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

   

  Clearly two different people are now writing the responses for Safe Haven because the second person didn't read the original portion that was filed or finish the response to the second response.  There is "No" back side. It was a two page attachment sent to me. If you click on the image it doesn't magically reveal a back side with hidden information. There is literally nothing on what was sent stating anything about a fee. You can't also claim it isn't deceptive to offer someone $500 but you need $100 first. Your response was about timing and I went through the time stamp of events so you could understand your own process. Nobody reading this is really believing that you didn't copy and paste a response from some other poor person going through the same thing. How else would there name end up in my complaint that you submitted? You violated their privacy. I also asked for you to provide the phone call which you have refused to do. I provided my time stamps showing my proof of the phone calls. Why wouldn't you forward the phone call?

  Lastly, my original complaint shows what was sent. You still have "Zero" defense of what was sent over. You are legally obligated by the documents you have sent over to people. There is no asterisk, there is no magical backside, there is nothing in what was sent that says anything about your fee. This is as plain to see to anyone that this is at the very least a deceptive business practice and certainly can be construed as bait and switch! I once again call on this campaign to end so more people aren't deceived, that you compensate those that have, and reiterate that the BBB needs to forward this on to state and federal authorities for legal violations.

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

• Initial Complaint

  Date:06/20/2022

  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.

  Safe Haven Security keeps trespassing on my property. I don't want them there, have told them to stop, and they won't stop.

  

  Business Response

  Date: 06/29/2022

  Dear Better Business Bureau,

  Thank you for contacting Safe Haven regarding this complaint. Safe Haven has notified the local sales office in addition to our Human Resources Management team. We have added this consumer's information and address to our DNS/ DNC list to avoid any further contact. Thank you for bringing this matter to our attention!

   

• Initial Complaint

  Date:06/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my home in Alabama in February but before the sale was completed the new homeowner contacted *** about getting service. They tried to create an account for them and caused me a headache that is even worse now. They’re trying to sue me for early termination, but I have communication from me and the representative and *** Corporate going through everything that was supposed to be done to clear this account. Yea I am very frustrated after receiving that call today because it should not have happened.

  

  Business Response

  Date: 06/29/2022

  
  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 is disappointed we were unable to keep the business relationship with the consumer and provide our services to help protect their residence.
  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.”
  Safe Haven provided Mr. ****** with different relocation options to utilize in order to avoid early termination fees outlined in the terms above. These options were sent on 2/9/2022 in explicit detail of what would be approved on behalf of Safe Haven listed in writing from Safe Haven. Safe Haven advised Mr. ****** the new homeowners did not move forward with Safe Haven and found their own means to acquire the security services and that he would be responsible for the contract terms unless he wanted to utilize one of the additional options provided. 
  Mr. ****** contacted Safe Haven by voicemail on 3/1/2022 and advised he utilized getting *** Blue self-installation kit and wanting to know the next steps. Safe Haven conducted the following communications with Mr. ****** from 3/1-3/9 below,
  From: ******** *****s 
  Sent: Tuesday, March 1, 2022 12:25 PM
  To* *****************
  Subject: *** **** *****
  
  Thank you for your time today. Please reply to this email with the account order number, address location, and the expected date for you to receive the self-install kit. Once I have that information, I can submit a dispute for the early termination fee to be waived for the original account on ******* *****t!
  From: ***** ****** <*****************> 
  Sent: Wednesday, March 2, 2022 4:09 PM
  To: ******** ****** *************************
  Subject: Re: *** BLUE STEPS
  
  I have not activated this box yet, not sure if I am supposed to since I can’t actually have it here. They are asking me to activate it but when I contact them they are saying that there is no account but I did pay for this box. 
  Address is : *** ************ ****
                        ******* ** *****
  From: ******** ****** 
  Sent: Thursday, March 3, 2022 8:46 AM
  To: ***** ****** *******************
  Subject: RE: *** BLUE STEPS
  Good Morning *****,
  Unfortunately, there is not much Safe Haven can do other than advise you to activate the box. When you signed up you would have been sent a contract that had an order id on it with the new service location. The only way Safe Haven can release from your contract fees from your original account is if new services are established. I don’t see that a cancellation code was placed on your original account or that a call request was made on your behalf so right now the old account is still active. Maybe you can contact *** Account Management and ask them to cancel your original account and give you information about *** Blue? There number is ************. Hope this helps!
  On Thu, Mar 3, 2022 at 1:57 PM ***** ****** <l***************** wrote:
  *** was setup for cancellation on 18 Feb 22 by me apparently per *** for 20 Mar 22. I spoke to *** about this but did not set up a cancellation because I spoke to the new owners about taking over the account that very day. After the conversation with you about them having an account with *** it has been down hill from there. 
  I just received a bill from them for Feb and they are trying to bill me for March as well.
  
  From: ***** ****** <*****************> 
  Sent: Thursday, March 3, 2022 1:09 PM
  To* ******** ****** *************************
  Subject: Re: *** BLUE STEPS
  I am on the phone with the billing department and they are canceling the contract. 
  
  Billing *** has all the information loaded in the system.
  From: ******** ****** 
  Sent: Thursday, March 3, 2022 5:05 PM
  To: ***** ****** *******************
  Subject: RE: *** BLUE STEPS
  Thank you for the follow up *****. Sorry I have not been available to respond as much today. I will check back on Monday to see if it is coded for cancellation for you!
  
  From: ***** ****** ******************* 
  Sent: Monday, March 7, 2022 11:47 AM
  To: ******** ****** *************************
  Subject: Cancellation
  Currently on the phone with *** Corporate working to get this issue resolved. It will take at least 24 hours to show in the system so possibly Wednesday will be the best time to review the account.  
  Also, I did not have to get the *** Blue, so they are now trying to get that issue resolved as well. 
  ****** ********** *** *******
  From: ******** ****** 
  Sent: Monday, March 7, 2022 12:41 PM
  To: ***** ****** *******************
  Subject: RE: Cancellation
  Perfect! I will follow up Wednesday ??
  
  From: ***** ****** ******************* 
  Sent: Wednesday, March 9, 2022 10:40 AM
  To: ******** ****** *************************
  Subject: Re: Cancellation
  Good morning, just checking in to see if there has been any changes in my account status.
  From: ******** ****** 
  Sent: Wednesday, March 9, 2022 1:15 PM
  To: ***** ****** *******************
  Subject: RE: Cancellation
  Unfortunately, no. I don’t see any notations or updates on the account other than the account reflecting begin cancelled on 4/7/2022 and an early termination fee still being assessed.
  
  From: ***** ****** ******************* 
  Sent: Wednesday, March 9, 2022 1:49 PM
  To: ******** ****** *************************
  Subject: Re: Cancellation
  Again I have spoken to *** regarding this issue and they are telling me that it was submitted and it will backdated to 9 Feb 22. 
  This is the number to corporate, the other number I received went to some fax. I am only able to receive and provide what they tell me at this point and as I said to them, this entire process has been a nightmare for me. 
  I see a company that is only trying to take money instead of doing the right thing and relinquish me from a contract that should have been easily transferred to the new owner of my previous home but it seems no one knows what’s they’re doing. 
  The account has been canceled by me on more than one occurrence and you’re still telling me you don’t see it which makes no sense to me since I can and have only done as you have asked me to do.  
  *** Corporate 
  Customer service 
  **** ******** **** ****** ** ***** ******** ****** 
  Sent: Wednesday, March 9, 2022 2:05 PM
  To: ***** ****** *******************
  Subject: RE: Cancellation
  Importance: High
  
  Good Afternoon Mr. ******,
  
  Unfortunately, I can only go off the notations in the account. The account does not notate your account being waived from any fees. I have copied the account notes directly for your review so you may see exactly what I am see and providing you my answers from. Safe Haven does not charge any fees unless *** does. If *** doesn’t note on the account the chargeback fees are being waived then they will be sent to Safe Haven to assess to you. Hope this helps clarify.
  ACCOUNT NOTATIONS REFLECTING VOLUNTARY CANCELLATION( IMAGE)
   ACCOUNT CANCELLATION PROCESS DATE REFLECTING 4/7/2022( IMAGE)
  ACCOUNT NOTATIONS ADVISING IN CHARGEBACK AND FEES WILL BE CHARGED( IMAGE
  ACCOUNT REFLECTING FEES BEING WAIVED SHOULD CANCELLATION OCCUR AFTER 8/5/2022, NO DATES PRIOR( IMAGE)?
   The last communication conducted with Mr. ****** was on 3/9/2022 when Safe Haven advised him that *** had not notated anything in the account advising the early termination fees had been waived and that Safe Haven were assessed the fees from *** to assess to his account balance. Safe Haven specifically wrote the following to Mr. ******,
  “Good Afternoon Mr. ******,
  Unfortunately, I can only go off the notations in the account. The account does not notate your account being waived from any fees. I have copied the account notes directly for your review so you may see exactly what I am see and providing you my answers from. Safe Haven does not charge any fees unless *** does. If *** doesn’t note on the account the chargeback fees are being waived then they will be sent to Safe Haven to assess to you. Hope this helps clarify.”
  Mr. ****** responded and expressed his frustrations with the process but did not request any additional assistance from Safe Haven. *** assessed the fees on 4/11/2022 and the remaining contract balance owed was forwarded to our outside agency on 4/12/2022. Safe Haven received additional contact attempts after the account was forwarded to the outside agency on 6/14/2022 and 6/15/2022. Safe Haven received an email from the customer below and sent the following response,
  “From: ***** ****** ******************* 
  Sent: Tuesday, June 14, 2022 4:33 PM
  To: ******** ****** *************************
  Subject: Re: Cancellation
  I have spoken to a collection agency today regarding this account which has left me symptoms because I cleared this account with *** SafeHaven back in March/April and now I am being sued because you guys haven’t gotten this right. I’m sorry but this isn’t right and I am very frustrated at this point about this entire matter because it should have been fixed. 
  I think this is why people don’t trust these companies but I wish that they (***)(SAFEHAVEN) get its **** together and stop lying to people. 
  From: ******** ****** 
  Sent: Wednesday, June 15, 2022 4:18 PM
  To: ***** ****** *******************
  Subject: RE: Cancellation
  Good afternoon *****,
  I received the following email below and a voice message regarding your account and wanted to reply to both within this email. Safe Haven provided you with relocations to utilize in order to avoid early termination fees from being assessed on your account due to early termination for moving. Safe haven advised you of different relocations step by email and over the phone verbally. The last communication conducted with you was on 3/9/2022 when Safe Haven advised you *** has not notated anything in the account advising the early termination fees had been waived as Safe Haven was assessed the fees from *** to assess to your account balance. Safe Haven specifically wrote the following,
  “Good Afternoon Mr. ******,
  Unfortunately, I can only go off the notations in the account. The account does not notate your account being waived from any fees. I have copied the account notes directly for your review so you may see exactly what I am see and providing you my answers from. Safe Haven does not charge any fees unless *** does. If *** doesn’t note on the account the chargeback fees are being waived then they will be sent to Safe Haven to assess to you. Hope this helps clarify.”
  You responded and expressed your frustrations with the process but did not request any additional assistance from Safe Haven. *** assessed the fees on 4/11/2022 and the remaining contract balance owed was forwarded to our outside agency on 4/12/2022. At this time Safe Haven no longer has authorization on this account and all communication will need to be conducted through ****** * ****** Should future attempts be made to Safe Haven regarding your account all communications will be forwarded to ****** * *****. Below I have provided their direct contact information as well. Hope this helps!
  **** **** **** **** ****
  *****      **** *** ******
  Mr. ****** continued to reach out after he was advised to make formal disputes with the outside agency and that his contact attempts would be forwarded to them directly.After reviewing the complaint, Safe Haven cannot speak or comment on conversations of hearsay that occurred with *** directly. Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  The customer failed to enforce their right to cancel without penalty and at this time without the, the customer would be subject to the contract terms and his current collections status. Mr. ****** will need to speak with *** directly to make the formal dispute or the outside agency directly as Safe Haven has advised. Thank you for your time.

  Customer Answer

  Date: 06/29/2022

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

• Initial Complaint

  Date:06/13/2022

  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.

  A complaint was recently filed for ********* on my behalf due to a slew of issues involving over-billing and payments (Complaint #********) We have dealt with this issue through ********* since September of 2021 and are just recently learning that the dispute must be issued through Safe Haven / ***. The early cancelation for home protection services was first processed the end of Nov 2021 due to continued malfunctioning of equipment. Multiple calls were made for camera systems as well as heat systems. Our home monitor for systems would continually shut down and lock us in/out of the house unless an alarm was to be initiated. A call to safe haven was made today (6/13/2022) about the six month policy for cancellation and refund of services. The representative I spoke with (******) refused to put me through to a manager or acknowledge any information on my account. We were told we were not able to have anyone remove gear as it was not stated on their contract, until I brought up the fact that malfunctioning cameras were up in my household - safe haven sent a letter stating they ‘offered’ to send maintenance, but it was I who had to ask for removal on multiple occasions. We paid $4100 during an active dispute through ********* - that then went to safe haven. During the call today for safe haven, they have no idea what I Was talking about because according to ‘******’ we ‘owed’ that amount to safe haven. I am wondering where our funds went, where our return for $4100, and why our gear malfunction was not adequate for the 6 month policy that we were never aware of until this morning. Our gear is still on the house due to it not being ‘in contract’ for safe haven to remove it- therefor their documentation provided in our last dispute lied. This matter needs to be situated between the business’ (***, synchrony, safe haven) because every time we contact one for information, they point us to the other business. We are continuing to look for answers that MUST be provided.

  

  Business Response

  Date: 06/23/2022

  
  
  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the complaint made by ****** ********* on behalf of the account holder, ****** *********. 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 home.
  After reviewing the account, the customer entered into a 36-month agreement with Safe Haven for *** Security on 9/4/2021. 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.
  At the time of installation, the customer was present with a Safe Haven Security Services, Inc Technician at 219 Stella Bridgeway Dr, Stella NC 28582, and applied for credit using Transact.  Safe Haven does not have a paper application as these records would be on file with ********* because the purchase for the additional equipment was financed through them and they are a separate company. The customer installed the product back in September 2021 and was made aware of the 3-day Right of Recission. At the completion of the install all equipment was installed into the customer’s home and the customer agreed to the additional equipment financing during the process.
  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.
  On 09/30/2021 the customer called Safe Haven in regards to wanting to return cameras that were purchased. Due to the customer being past the 3-day right to recission, it was explained to the customer that they would not be able to return the cameras, but Safe Haven could send a technician out to take the cameras down for them if they would like. The customer understood and scheduled for a technician to go out on 10/01/2021 to remove the cameras. The technician removed the cameras and left them with customer. Safe Haven did not hear from the customer until 11/24/2021when they requested to terminate the services. The customer was advised of the early termination fee and paid the balance in full in order to process the cancellation request. 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.”
  Safe Haven received a call from the customer on 5/19/2022, and advised they received an overdue ********* bill. Safe Haven advised the alarm services were cancelled; however, they would still be responsible for the equipment balance within the home. The representative attempted to advise the customer they would need to contact ********* and offered to transfer the call directly to ********* to further assist. There was no further communication from the customer until 6/13/2022, regarding a six-month money-back guarantee.
  The money -back service guarantee only applies after *** has made attempts to resolve a system-related issue, the system has been deemed inoperable, and has not been able to be within the first 6 months of the contract. When "system" is refenced, it means the security system, not cameras as they're supplemental to the system and not a factor in the functionality of the actual security system. Conditions preventing normal system operation cannot be caused by the customer. This guarantee is a operational guarantee not a satisfaction guarantee. When the customer stated referenced this guarantee, they were advised it did not apply to their account, and they would not be eligible for a refund for the additional equipment purchase as they had a system deemed inoperable. 
  At this time, Safe Haven is unable to issue the customer with a refund for the additional equipment purchase as that fee is separate from the contract terms that were breached. Safe Haven encourages the customer to contact Synchrony directly, but at this time the customer is not owed an additional refund as the equipment was installed and there is still a balance for the equipment provided although services no longer remain active. Thank you for your time.

• Initial Complaint

  Date:06/12/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The equipment was installed and the services began on February 3rd, 2022 under Order ID **********. Attached is the PDF of the contract from that day. Cost: • $55.99 (before tax) per month • $826.13 for equipment (tax included) • $99.00 installation fee Problems: • I was misguided and misinformed about the products, services, and the "6-month money back guarantee" • The products did not perform as well as claimed (for example, the hallway motion sensor does not detect if someone crawls) • I was told by ******** ********* (technician) that Safe Haven will replace sensor batteries. I later found out from **** ******* that I am responsible for battery replacements. • ******** ********* and ****** ****** (sales rep) both told me to agree that I am the home-owner (I am renting). When I asked about that, I was told that a renter is considered a home-owner by Safe Haven and ***** lingo. I later found out that I was told to lie so that I could be pressured into buying. • The screen on the panel is constantly on from 6am to 10pm (+/- 2 hours) and the screen on the secondary panel keeps turning itself on. No one at Safe Haven has a solution. • ******** ********* told me that Safe Haven provides a "6-month money back guarantee" when he was informing me of the product, yet no one will honor that guarantee • Had everyone been honest to me up-front, I would have never signed with them as it was the "6-month money back guarantee" that gave me confidence to try the products and services. Once I realized that the products and services did not meet the standards that were portrayed, it quickly became apparent that the "6-month money back guarantee" was a manipulation. Desired Solution: I want a full refund of everything (products, services, fees, tax, etc.) and I want the contract and all services terminated. I will gladly provide the returned equipment to a Safe Haven representative/personnel that comes to my address to pick up the equipment.

  

  Business Response

  Date: 06/23/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the complaint made ***** *******. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for customer satisfaction and would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. Safe Haven is disappointed the customer wants to end the business relationship to provide our services to help protect their home.
  When services are established, the customer signs a contract giving authorization to establish services and acknowledges the limitation of liabilities assessed to the dealer. This can be found on page 7 under Installation and Warranty Inclusions. 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: (A) I own the premises or have authority to authorize Dealer to install the alarm equipment at the premise; (B) I will make the premises available without interruption during Dealer’s normal working hours and jeopardizing their health or safety; (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; (F) I will make arrangements for lifting and replacing carpeting, if required, for Dealer’s installation of floor mats or wiring; (G) Dealer may not be able to conceal any or all equipment or wiring; (H) Dealer, will not be liable for property damage, personal injury, illness or other loss due to water intrusion, mold, fungi, wet or dry rot or bacteria that may result from the installation services; and (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…”
  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.”
  After reviewing the account, the customer entered into a 36-month agreement with Safe Haven for *** Security on 2/3/2022. 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. After reviewing the complaint, Safe Haven cannot speak or comment on conversations of hearsay. Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  The contract does not include a six-month money-back service guarantee/ penalty-free cancellation. Safe Haven provided a penalty-free cancellation only applies after *** has made attempts to resolve a system-related issue and has not been able to resolve that issue within the first 6 months of the contract. When *** reference "system" regarding a six-month money back guarantee, this means the security system, not cameras as they're supplemental to the system and not a factor in the functionality of the actual security system. Conditions preventing normal system operation cannot be caused by the customer in order to qualify for this guarantee. This guarantee is an operational guarantee not a satisfaction guarantee.
  Safe Haven received a request from the customer to have motion detector added to the system and technician went out to the residence to install eight motion sensors and one smoke detector. An additional request was made on 5/9/2022 for a technician to come to the residence to review the security system and the homeowner determined he no longer wanted the additional motions that were purchased. A service trip was scheduled for 5/11/2022 to remove the additional motions, all but one and the smoke detector. Safe Haven later refunded the customer the additional purchase amount of all the equipment that had been removed.
  On 6/3/2022, the customer contacted Safe Haven to inquired on a six-month money-back guarantee. Safe Haven advised this would not be able to be utilized on the account as the system had not been deemed inoperable or had any issues with malfunctioning equipment repeatedly. Safe Haven scheduled a service trip for the customer at that time for an exterior garage door sensor malfunction that was completed on 6/6/2022. There has been no further communication from the customer regarding the account or issues with their services other than the complaint that has been sent in currently.
  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.”
  Please reference Page 8. 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.”
  At this time, Safe Haven is unable to release the customer from the contract penalty-free or issue any refunds. Should the customer wish to move forward with their cancellation request they will be subject to 75% of the remaining balance of the contract. Safe Haven encourages the customer to contact us directly by phone at ************ Monday- Friday, 8 AM- 6 PM central standard time to complete the cancellation process and fulfill the balance owed when cancelling. 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: 06/23/2022

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

   

  The response from Safe Haven dances around the problems.

   

  1. I was told to read the contract latter on my own time (I was pressured and rushed) and I was told prior to signing that the clause concerning owning the premises meant something else (i.e. I was told to disregard the wording prior to signing and when I asked about it later).

   

  2. I was told during the sales pitch about the six-month back guarantee. Why would the technician give me a very different idea of the six-month back guarantee if that is not how the six-month back guarantee is honored?

   

  3. Technically, another way out of the contract is for me to change my credit card info and then have Safe Haven put that against my credit report. I am wanting to resolve this contract and problems easily before resorting to lawyers and courts.

   

  4. During the whole experience, I was heavily misguided and misinformed. How can I be bound to a contract under many false premises?

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

  

  Business Response

  Date: 06/27/2022

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security’s formal response to the rejection made by ***** ******** After reviewing the rejection, Safe Haven provided previous terms regarding hearsay. Safe Haven cannot speak or comment on conversations of hearsay. Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  Safe Haven provides all 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. All of the allegations the customer has formed are addressed in explicit form within the contract terms. 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 are sent a copy of those terms for the review instantaneously. 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 should they not agree with anything provided within the contract terms. The customer failed to enforce their right to cancel without penalty and at this time is held to the contract terms they signed they read and understood.

  Customer Answer

  Date: 06/27/2022

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

   

  I have had recorded visits and calls with employees (I made the recordings) whether it was installation or trying to get problems resolved, so none of this is hearsay. Nobody was willing to help me. When discussing the problems with **** ******* in-person, many promises were made and no help was provided. When shown how poorly the installation job was performed, there was no offer to make it right. Instead, here we are now and I am essentially being told that this is all my problem for thinking that *** and Safe Haven provide quality service and products. Safe Haven advertises being experienced and trained and now I am being told that I should have not believed what I was being told? That is false advertising. I do not understand how that is legal nor acceptable. On top of all of that, Safe Haven will not even refund me for the one sensor that was returned.

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

• Initial Complaint

  Date:06/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were charged for 2 carbon monoxide systems which our home already came with them, but the installer insisted they came with the home purchase. Next, I got 4 extra sensors and they charged me for a total of 6. Then I was told, I made an upgrade to another sensor, which I do not understand. So, in all we were charged 1765.00 for this. They better correct this problem because I’m not testing up my house to take these things down. This bill needs to be corrected. The only extra we wanted was 1 camera, 1 door sensor and the house came with 4 sensors already.

  

  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 ***** **** on behalf the account associated with the name ******** ****. 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.
  After reviewing the account, the customer agreed to an additional equipment purchase that was financed in the amount of $1578.00, plus tax the total amounted to $1735.80. The customer was provided a sales package of equipment prior to the additional equipment purchase agreed upon. The sales package included the following equipment; 1 panel, 2 minis, 1 doorbell camera,1 echo dot, and 1 lamp module. The customer was provided a home customization sheet that went over the equipment listed in the additional equipment purchase in addition to equipment that was covered within the $500 equipment voucher. The equipment voucher was redeemed with the associated $99 upgrade fee listed on the home customization sheet. The customer redeemed the equipment voucher and received (2) outdoor cameras and 3-mini shock upgrades within the voucher. The customer was charged for one carbon monoxide sensor at a discounted rate of $200 versus the standard rate of $229. In addition to the carbon, the customer agreed to purchase (2) smoke detectors at a discounted rate of $215 each instead of the standard rate of $229.the customer purchased (6) additional mini shock upgrades giving him a combined total of (9) altogether between the voucher and financed equipment. Safe Haven requires all of our customers to review the terms of the home customization sheet before installation and after. When the customer signs this document, they are authorizing they agree to the terms and authorize the completion of the installation to the equipment agreed upon. The original document is left in the possession of the customer and a photo copy is taken to keep on file for Safe Haven’s records.
              At this time, Safe Haven does not need to adjust any billing or charges for the equipment purchase on file as the customer signed and agreed for the equipment and has been utilizing all devices since December of 2021.Should the customer decide they would like to remove the devices as stated within the complaint they may do so at their own discretion, but it would not absolve them of the balance owed. Thank you for your time.

  Customer Answer

  Date: 07/12/2022

  [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 something different as I stated before and I’m not paying for it.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:06/06/2022

  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 moved in my home June 25, 2021 and shortly after I inquired with *** (which found out later it was Safe Haven). I had cameras and other devices put in my home and had no issues with company UNTIL I missed a payment due to COVID health issues at home. I paid for equipment in full and inquired over and over about setting up an agreement to pay past due. I contacted *** headquarters and they apologized over and over for the unprofessionalism this company presented. *** credit my account and after the complaint was submitted Safe Haven refused to assist me going forward. I am attaching emails and proof. My account was closed and sent to collections with the "attorneys". I reached out to them and they were going to investigate why I am being charged for equipment (which was paid in full). The charges are misleading and incorrect. The lack of care from this company goes to show the people they hire work by the book. In the emails you will see they refused to respond and I would get separate emails demanding payment and when I responded to that email asking for a call to discuss they never responded. So now I have cameras I cannot use and no service! When I asked to speak to the main corporate manager they said there is no such thing. Emails attached.

  

  Business Response

  Date: 06/23/2022

  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 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 home.
  After reviewing the account, the customer entered into a 36-month agreement with Safe Haven for *** Security on 7/15/2021. 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.
  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.”
  Please reference Page 8. Section 19(CANCELLATION:
  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.
  Safe Haven attempted to contact the customer from 1/26/2022-5/2/2022 to advised of the account balance delinquency to avoid termination of services. *** oversees monthly billing in addition to the monitoring and provided a notification of pending cancellation to Safe Haven on 4/4/2022. Safe Haven did not receive any responses from the customer or any notifications from *** advising that the customer has brought her account and *** terminated the monitoring services for the customer due to the account balance delinquency, not equipment. At this time, the customer failed to bring the account balance current and the services were terminated by *** on 5/4/2022. Safe Haven forwarded the balance to an outside agency to collect as *** does not permit reinstatement of account that have had a delinquent payment history. The current collections status is valid and a refund, billing adjustment, or repair or not due to the customer. Thank you for your time.

  Customer Answer

  Date: 06/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: Response to Safe Haven attached pdf file 
  06/27/2022:
  
  Response to Safe Haven 
  06/27/2022:
  
  I have included documentation to prove that I reached out to Safe Haven and tried to work out a payment plan, they refused to help or answer me via email. All communication was provided by written emails with no response. Legally I did not breach the contract terms as I was not given an opportunity to resolve the billing issues at hand and I provided it in writing with no response from Safe Haven. 
  Safe Haven terminated the contract without acknowledging any of my written correspondence. 
  Section 1 of the IMPORTANT TERMS AND CONDITIONS STATES: “
   “I may terminate my service by calling Dealer at the number set forth on Page one of this contract” , I did that with no response to which I started sending written emails to get a formal written response. I also have correspondence with the Safe Haven Rep who initially signed me up with the service through ***, her emails are also attached. She advised to contact Corporate *** to which I did. All correspondence with *** was recorded and monitored via phone. 
  Safe Haven initially sold their services as ***, I was given *** equipment so when the payment issues arise I contacted *** Corporate since Safe Haven would not help me- a *** Corporate advised to deal with them directly. My calls were all logged and filed under my name, social security, phone number etc so it is a legal file with *** Corporate. So if *** Corporate advised me to deal with them due to the unprofessionalism from Safe Haven and their lack of responses why am I responsible to Safe Haven since I did not breach the contract. This is illegal. 
  1. Also the contract contradicts the terms and is not true in fact I did not pay $129.00 on 7/15/2021, my installation was FREE $0.00 so I would not have signed that, it was signed without my consent. 
  2. Also I paid for the *** equipment in full and the contract states I paid $0.00 please refer to Section 5 Equipment to be installed. I requested a break down of all charges invoiced and paid and to date no documentation was provided. This is illegal. Below are the charges that were paid from my check card/ withdrawals from my bank account why is Safe Haven not providing documentation that it was paid? 
  • 7/16 DEBIT FOR CHECKCARD ********** 07/15/21 $513.83 *** SAFE HAVEN SECURIT *********** ** 
  • 8/16 DEBIT FOR CHECKCARD ********** 08/15/21 $513.83 *** SAFE HAVEN SECURIT *********** **
  Section C. Exclusive Remedy in the IMPORTANT TERMS AND CONDITIONS PAGE STATES:
  1. Dealer LIABILITY IS LIMITED TO SUM OF 10% OF ANNUAL SERVCIE CHARGE OR $500 WHICHEVER IS GREATER, WHERE IS SAFE HAVENS ACCOUNTABILITY FOR THIS?  
  2. I had to request to the BBB to assist in resolving this matter which has required a lot of my time away from work as well. I am stuck with over $1,000.00 worth of equipment I cannot use now due to services being disconnected by Safe Haven.
  3. The amount I am being billed for is $1,594.02 for the 3rd time where is the break down of this estimate- IT HAS YET TO BE PROVIDED.
  4. PAGE 1 of the contract has $2,303.64 total of payments where is this amount coming from?  
  5. *** did contact Safe Haven and was confirmed from *** Corporate- ALL CALLS WERE RECORDED FOR LEGAL PURPOSES (*** CORPORATE HAS THIS ON FILE) WHICH MAKES THIS CLAIM FROM SAFE HAVEN INCORRECT AS THEY HAVE BEEN FROM THE BEGINNING.
  6. IT IS ILLEGAL TO TERMINATE A CONTRACT AS EVERYTHING SAFE HAVEN IS CLAIMING IS NOT VALID. 
  7. To date no payment breakdowns have been provided and no explanation of the amount being due to date.
  The current collections status is NOT valid and a refund, billing adjustment, IS  DUE to ******* *****. Thank you for your time, LOOKING FORWARD TO RESOLVING THIS MATTER AS SOON AS POSSIBLE.
  ******* ***** ************ ************************ 
  
  Regards,
  
  ******* ***** ******

  

  Business Response

  Date: 07/26/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s formal response to the rejection made by ******* ****** in association with ******* *****. In the customer’s previous response, she referenced the following term section1 titled as, “PAYMENTS; TERM; RENEWAL TERM(S); CONSUMER REPORT”. The section refers to the last 30 days prior to the end of the contract term of 36 months referenced as the renewal period. Please see the full term below for your reference.
  
  ”All charges are payable in advance. The initial term of this Contract is 36 months. Dealer’s alarm monitoring and notification services will begin when the equipment is installed, operational and communicating with Dealer’s Customer Monitoring Center. This Contract will automatically renew for successive thirty (30)-day terms unless terminated by either party at least thirty (30) days before the end of the current term. If terminated, this Contract ends on the last day of the then-current term. I may terminate My service by calling Dealer at the number set forth on Page One of this Contract. I authorize *** and Dealer to obtain a non-investigative consumer report, commonly referred to as a credit check or credit report, about Me from a consumer reporting agency at any time during the term.”
  
  When services are established, the customer signs a contract giving authorization to establish services through a third-party dealership, Safe Haven Security. The customer acknowledges that billing and monitoring is provided by *** Corporate directly within the contract terms.  This can be found on pages 1-2, and referenced on pages 11-12 that provide billing FAQS and account management tips.
  
  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.
  
  In addition to the contract, Ms. ****** agreed to purchase additional equipment at the time of the installation. Unlike the electronic contract that was authorized by pin, she provided a handwritten signature agreeing to a financing plan to be drafted with a credit card. Safe Haven provides Home Customization sheets that provide different equipment packages of their choice. The customer may accept or decline but Safe Haven keeps the declined offer on file for record purposes. Ms. ****** signed both the credit card authorization form and the home customization sheet with handwritten signatures reflecting both last names referenced as ****** and ***** separately. Safe Haven has a photo copy of this in the attached.
  
  Per the previous response, Safe Haven provided a reference to the “EARLY TERMINATION OF THIS CONTRACT” outlining the explanation behind the fee the balance in question. The amount the customer was assessed is the remaining balance of the contract left over at a 75% rate.  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.”
  
              On page 1, the contact has a total of $2,303.64 quoted as the value of the contract worth over the 36-month term. The customer signed and acknowledged payments would be drafted from the authorized billing of her choice automatically on a monthly basis. The total of those payments to be auto drafted over a 36-month terms is the amount of $2,303.64. Safe Haven has previously advised we do not have authorization over billing or monitoring. *** billing notes the account as terminated due to non-payment. The account notations reflect the following from ***,
  
              “Legacy Code: DONOTE
  Text: rec email from *** Dee Dee This customer account was closed due to non-pay
  Event: FULL
  Effective Date: 2022-05-02 00:00:00
  Reason: Customer Cancel - Non Payment
  Cancel Create Date: 2022-05-02 15:49:14
  Cancel Process Date: 2022-05-02 00:00:00
  Create Date: 2022-05-02 17:54:52
   
  
   
  
  *********
  
  May 2, 2022
  
  Acceleration Billing 05/03/22-05/31/22
  
  -66.96
  
  207.12
  
  *********
  
  May 1, 2022
  
  Recurring Services 05/01/22-05/31/22
  
  69.27
  
  274.08
  
  909496033
  
  Apr 1, 2022
  
  Recurring Services 04/01/22-04/30/22
  
  69.27
  
  204.81
  
  Mar 17, 2022
  
  Credit - Exception to Satisfy Customer
  
  -210.81
  
  135.54
  
  *********
  
  Mar 1, 2022
  
  Recurring Services 03/01/22-03/31/22
  
  69.27
  
  346.35
  
  *********
  
  Feb 1, 2022
  
  SECURITY SERVICE FOR CUSTOMER # ******** FROM 02/01/2022 TO 02/28/2022
  
  69.27
  
  277.08
  
  *********
  
  Jan 1, 2022
  
  SECURITY SERVICE FOR CUSTOMER # ******** FROM 01/01/2022 TO 01/31/2022
  
  69.27
  
  207.81
  
  *********
  
  Dec 1, 2021
  
  SECURITY SERVICE FOR CUSTOMER # ******** FROM 12/01/2021 TO 12/31/2021
  
  69.27
  
  138.54
  
  *********
  
  Nov 1, 2021
  
  SECURITY SERVICE FOR CUSTOMER # ******** FROM 11/01/2021 TO 11/30/2021
  
  69.27
  
  69.27
  
   
  
  Safe Haven attempted to contact the customer from 1/26/2022-5/2/2022 to advise of the account balance delinquency to avoid termination of services. *** noted the delinquent billing, and provided a hardship credit on the customer’s balance in good faith the account would be brought current. Safe Haven has advised *** oversees monthly billing in addition to the monitoring for the services and provided a notification of pending cancellation to Safe Haven on 4/4/2022. When that occurs, *** puts in an action to terminate the services due to the delinquent account history. Safe Haven did not receive any responses from the customer or any notifications from *** advising that the customer had brought her account current and *** terminated the monitoring services for account balance delinquency, not equipment.
  
  Legally the contract terms state the following,
  
  “All references in this Contract to “Dealer” shall be references to (i) Authorized Dealer, if *** does not accept this Contract and (ii) ***, if *** accepts this Contract to become the provider of the Services.
  
  19. CANCELLATION B. Dealer may cancel this Contract upon written notice to Me if: (1) I fail to pay any monies when due under this Contract”
  
  Ms. ****** was provided a breakdown of billing from the time she initiated the services. On 7/15/2021, Ms. ****** signed a contract that provided the number of payments in the initial 36-month term, the amount of the payment, and the total of the payments for the 36-month term. This information is listed on the first page titled,” FINANCIAL DISCLOSURE STATEMENT THERE IS NO FINANCE CHARGE OR COST OF CREDIT (0% APR) ASSOCIATED WITH THIS CONTRACT”, and it states the following,
  
  “A. NUMBER OF PAYMENTS FOR THE INITIAL TERM IS 36. B. AMOUNT OF EACH PAYMENT IS $63.99 (TOTAL MONTHLY SERVICE CHARGE ON PAGE 3). TOTAL OF PAYMENTS FOR THE INITIAL TERM IS $2,303.64(A. TIMES B.) (EXCLUSIVE OF ANY UP FRONT PAYMENTS, APPLICABLE TAXES, FEES, FINES AND RATE INCREASES.)
  
  LATE CHARGE – PAYMENT IS DUE PURSUANT TO MY SELECTED BILLING FREQUENCY PRIOR TO THE START OF SERVICE. MY FIRST BILL/CHARGE WILL BE SENT/MADE SHORTLY AFTER MY SERVICE BEGINS. DEALER MAY IMPOSE A ONE-TIME LATE CHARGE ON EACH PAYMENT THAT IS MORE THAN TEN (10) DAYS PAST DUE, UP TO THE MAXIMUM AMOUNT PERMITTED BY LAW, BUT IN NO EVENT WILL THIS AMOUNT EXCEED $5.00.
  
  PREPAYMENT – IF I PREPAY THE TOTAL OF PAYMENTS PRIOR TO THE END OF THE INITIAL TERM OF THIS CONTRACT, THERE IS NO PENALTY OR REFUND. SEE PARAGRAPHS 1, 2, 3, 15 AND 19 OF THIS CONTRACT FOR ADDITIONAL INFORMATION ABOUT RENEWAL TERM(S), NONPAYMENT, DEFAULT, ACCELERATION AND RATE INCREASES.”
  
  
  During the time of active monitoring, Ms. ****** fell behind on her flex payments agreed upon for the additional equipment purchased through Safe Haven Security. On 12/1/2021, Safe Haven contacted her directly by email as referenced as “******* *****” to advise of the amount past due, the date of the payment, and direct contact information to discuss her account. The customer listed as “******* *****” with the associated email address, ************************ sent a written response acknowledging a payment to be drafted and the date. Safe Haven is providing this information to provide clarity as ******* ****** and ******* ***** are the same person. The customer uses both last names and interchanges them frequently.
  
  When ******* signed up for services, a verbal recording was conducted prior to the installation. Safe Haven conducts verbal recordings to protect the consumer as well as our company. Within this recording the customer confirms the monthly monitoring rate, the installation fee, and permits her credit being ran with the associated social security number on file she provided. Within this recording the customer confirmed her legal last name was ***** and stated, “ I just had it changed” within the first 20 seconds of the recording.
  
  At this time, the customer failed to bring the account balance current and the services were terminated by *** on 5/4/2022. Safe Haven forwarded the balance to an outside agency to collect as *** does not permit reinstatement of accounts that have had a delinquent payment history. The current collections status is valid and a refund, billing adjustment, or repair are not due to the customer. 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 respond to the emails they sent they refused to answer, see attached.

  They are not representing the entire situation and using pieces of the contract that are not inline with the situation at hand. They state I did not try and settle this account and I did with no response from them, emails are attached to prove. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 08/23/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the rejection made by ******* ****** in association with ******* *****. Safe Haven has advised the customer that billing for the monthly monitoring services is collected directly from ***, not Safe Haven. The customer failed to bring the account balance current during the time frame *** advised the customer directly  and the services were terminated by *** on 5/4/2022. Safe Haven forwarded the balance to an outside agency to collect as *** does not permit reinstatement of accounts that have had a delinquent payment history. The current collections status is valid and a refund, billing adjustment, or repair are not due to the customer. The customer will need to speak with the collections agency regarding the current balance and make appropriate arrangements. Thank you for your time.

• Initial Complaint

  Date:06/04/2022

  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 was told I would receive the first 3 months free & free install. I paid the first 3 months now & the install ($276) A paper check would be mailed approx 3 weeks after install (4/1/22). It's been 9 weeks. I called HR today and was told that no such promo was promised.

  

  Business Response

  Date: 06/23/2022

  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 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 cannot speak or comment on conversations of hearsay. Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  Unfortunately, there are notations of any refund owed to the customer that Safe Haven would honor in the account not in the contract. Safe Haven is unable to issue a refund to the customer. Thank you for your time.

• Initial Complaint

  Date:05/31/2022

  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 brought a security system from these people and they would not do repair(s) and if they did do repair(s) it was sub-standard at best, I had to have *** service or exchange just about all the equipment that they installed and they are asking for me to pay a early termination fee of $871.89, I was installed on 09/04/2021, and I got in contact with ***, because no one from Safe Haven would even answer the phone, after about two weeks , we got in contact and they came out and took the second panel, that did not work for us. the Fobs they sold us don't work and the camera have not been working and *** had to replace the door bell camera. I am including the bills that I recieved from ***, plus the monies that should be refunded to me. As you can tell, we never discontinued service and today have paid my monthly fee(s) to *** directly. I only want what I had to pay out again for the service requested. Which is $1014.30, and have a balance of -$244.81, for the over charge(s).

  

  Business Response

  Date: 06/23/2022

  
  :Please accept this as Safe Haven Security’s formal response to the complaint made by Mr. and Mrs. ********. 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 account, the customer’s secondary keypad was removed from the residence on 10/26/2021. Safe Haven is extremely apologetic for any and all frustrations the customer endured over this matter. A refund request was escalated to account management to issue a refund back to the original payment method utilized on file. A transaction receipt of refund issued to the customer is below for reference. The customer was issued $116.55 on 11/12/2021.
  
  11/12/2021 Credit Card: **** **************** $-116.55 Refund Generated 11/12/2021 | 4:55 PM by ***** *****
  Refund Transaction ID: **********
  Authcode:
  Status: Complete
  Status Updated: 11/13/2021 | 2:36 AM
  The customer was contacted via email as well confirming the refund for their own personal records. Safe Haven received a Better Business Bureau complaint from the customer that originated in October 2021 regarding this matter and was closed out due to lack of communication from the consumer. An additional complaint was opened and later closed out with the provided information above. Safe Haven did not receive any further communication from the customer until 3/24/2022. *** contacted Safe Haven on the customer’s behalf and expressed the customer's concerns of the monthly monitoring rate. The customer stated they were to be paying $35.99 and Safe Haven advised there had been nothing signed or agreed upon that would have indicated a rate that low as Safe Haven does not provide any monitoring packages at that price. Safe Haven advised of the contract terms agreed upon and during the conversation, the customer expressed wanting to terminate the service. Safe Haven advised the customer if they wanted to terminate the services, they would be subject to the early termination fee. The customer was not satisfied with the answer provided and advised he would be getting legal counsel involved.
  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.”
  When the customer had a secondary keypad removed and refunded at their request, this did not affect the monthly monitoring rate nor permit a downgrade of charges. The services the customer was provided were not affected by the secondary keypad being removed. Safe Haven received notification from *** the account was going to be cancelled on 4/26/2022. Safe haven forwarded the remaining balance left over on the contract at a 75% rate to our outside agency on 4/27/2022. Safe Haven received an additional notification from *** on 5/19/2022 of those charges being reversed due to *** reinstating the account services. Safe Haven was advised we would receive those funds back within 30 days. Safe Haven sent a notification to our outside agency directly to remove the balance owed from ****** * ***** to reflect a zero balance on the account and to cease further collections efforts. ****** * ***** do not report to a credit agency nor is credit impacted unless a suite is filed. Safe Haven has confirmed there has not been any further contact from ****** * ***** as of 6/6/2022. Safe Haven has confirmed the balance with ****** * ***** has been reconciled and is not affecting nor has affected the ********s’ credit rating. Thank you for your time.
  
  

  Customer Answer

  Date: 06/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  I had to pay additional monies to get my system running like it should have been with SafeHaven. This was a twenty year old system that have never worked as intended, nor would they come and repair this stuff. I am glad that they got the credit situation resolved, because I was wiling to go to court over this. (Still willing, if have too!). We paid $148.00, initial payment and two $348.00, plus $68.00, a month to safeheaven, so $148.00 is only a drop in the bucket of what we are out.
  Regards,
  
  ***** ********

• Initial Complaint

  Date:05/24/2022

  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.

  We have only been with Safe Haven *** for 8 months not even a year yet {We thought they were the real ***}, door bell stopped working they replaced it twice with used doorbells that would work for a little while, this is the third time and they will not come out unless we pay for it, and will not release us unless we pay $1,000.00 for it. They are not even *** just work a subsidiary , using their name. Told them we were not going to send any more money until problem is resolved . *** told us that Safe Haven should release us at no cost . I was informed by *** that Safe Haven has done this to other people.

  

  Business Response

  Date: 06/23/2022

  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 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 account, the customer entered into a 36-month agreement with Safe Haven for *** Security on 9/20/2021. 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.
  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.”
  Please reference Page 8. 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 after the original installation on 10/1/2021 for a service appointment. Safe Haven provided user education to ensure the customer knew the basics of the system and how to you use it, as the original service appointment request was due to the system triggering an alarm when they left the residence.The service technician provided demonstration of utilizing the panel function tied to the phone application for a user-friendly experience to help aid the customer with the function of the system additionally. The customer was advised of the “How To” videos loaded in the touchscreen panel for a reference tool in the event they were to forget as well. An additional service appointment was scheduled on 10/26/2021, and a technician replaced the doorbell camera due to a malfunction that had occurred.
  Safe Haven did not receive any further contact from the customer regarding the system or terminating services until 5/20/2022. Safe Haven received a call from the emergency contact on the account that the doorbell was not ringing inside the home and was wanting to terminate the services due to the device not working properly. Safe Haven advised the chime function of a doorbell is not something Safe Haven is liable for or eligible for servicing and requires an electrician. The customer voiced frustration with the doorbell camera installation being the reason this has caused the chime within the home to stop working. Safe haven offered to schedule a technician to look at the doorbell with the associated trip fees but the customer advised he did not have a card to pay currently, but he would be willing to do a Tech Support troubleshooting call to avoid the fee altogether. Safe Haven’s Tech Support team contacted the customer and advised they would reboot the camera at the residence to verify the software was up to date. A return call was schedule for the following Monday but the customer did not answer.
  Safe Haven received an escalated call from the customer on 5/24/2022 advising *** wants to Safe Haven to release them from the contract because of the doorbell. Safe Haven advised that was not the proper protocol of how that occurs and that she may file a complaint but unless the system is deemed inoperable, they would be assessed an early termination fee in order to terminate the services.
  Safe Haven’s Technical Support team continued to contact the customers in order to complete the previous software inquiry regarding the system and did not receive any further communication from the customer. The team sent a final email on 5/27/2022 advising of their final attempt to provide resolution and provided their direct contact information. Safe Haven’s Technical Support team received a call from Mrs. ****** on 6/3/2022 in regards to the doorbell and noted that the issue had been resolved. A call came in later in the day by Mr. ****** requesting to speak with management. The customer service manager spoke with Mr. ****** directly and he advised he was not going to pay any longer until his problems had been resolved. He advised his issues with the chime had not been resolved and we advised him we would be replacing it. Safe Haven reviewed the notes with the customer and advised him that Safe Haven has never advised of the chime being under our liability, and that is something that requires a technician. Mr. ****** requested Safe Haven to remove the equipment and cancel the services, and the early termination terms were reiterated to him by management. The customer advised he understood and ended the call.
  
  At this time, Safe Haven is unable to release the customer from the contract penalty-free. Should the customer wish to move forward with their cancellation request he will be subject to 75% of the remaining balance of the contract. Safe Haven encourages the customer to contact us directly to schedule to complete the cancellation process with the associated fees. Should the customer want to schedule a return trip to the service the system after an electrician has been out, 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.