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:05/23/2022

  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.

  Due to impending divorce and my husband keeping the home we had *** service with we had the account that was in my name put into his. *** canceled my account and started a new one in his but the service was never stopped. We were told by *** I would not be charged anything for transferring the account because the service was not stopping. Yet Safe Haven Security sent me to collections for 1547.00 dollars despite the fact they NEVER LOST MONEY . The service was merely transferred into husband's name.

  

  Business Response

  Date: 06/07/2022

  
  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 12/4/2021. Safe Haven is an Authorized Dealer of *** and we are licensed to sell and install the *** monitoring services for the customer. The customer did not enter into a contract with *** directly. 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.”
  At this time, Safe Haven is unable to release the customer from the contract penalty-free. *** assessed the early termination fees to Safe Haven as the Authorized Dealer and those fees were forwarded to our outside agency. The customer will need to dispute the fees directly with ***/ form a direct complaint with *** in regards to what their representative misadvised. *** will have to reverse the chargeback fees to Safe Haven in order for Safe Haven to remove the balance from our outside agency. Safe Haven cannot remove the fees unless *** waives them to Safe Haven. Safe Haven encourages the customer to form a complaint directly to ***/ contact *** Account management directly at ************. Thank you for your time.

• Initial Complaint

  Date:05/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a **** ****** new home build in March of 2022. As a result of their partnership with *** Safe Haven, the home included a video doorbell. During the installation of the doorbell, I opted for a few upgrades, to include 2 exterior and 1 interior security camera. I was aware of the fact that it was a wireless but wired (for power) system and I was okay with it because it would be ‘professionally’ installed by *** Safe Haven. Wrong. The rep made a hole in my wall, in the wrong spot than discussed, and tried fishing the wire up the wall to realize there’s a fireblock. Immediately he gave up on that location and said to pick another one. That’s the only place I wanted that camera outside so we put that aside for now and started with the other exterior camera. He did not place it where I asked and used black screws on a white wall like it wasn’t an eyesore. I asked him to move it where I wanted but still didn’t get it right. Now I have two holes in my house. And installed the interior camera in a spot that wasn’t where I asked. That all took about 8 hours and frustrated by it all, we called it a day. Another rep was supposed to come back that Monday to finish installing the cameras and connect them. He cancelled that appointment and at that time, I didn’t want them anymore. It took over a week for someone to get back to me and at that point I told them I didn’t want the cameras. I spoke to a rep on the phone who sent out another installer. That installer agreed what a horrible job the original installer did and advised me to follow up with the rep I spoke to on the phone about cancelling. After she said she would send someone to take the cameras down and look into it, she stopped responding to my calls or emails so I called the *** Concierge and got in touch with someone. That someone also had a lack in communication but after over a month, he said there is absolutely nothing they can do about refunding the cameras. Horrible process and business.

  

  Business Response

  Date: 06/07/2022

  Dear Better Business Bureau,

   

  Please accept this as Safe Haven's formal response to the complaint sent in by ***** ********. Safe Haven thanks the consumer for allowing us to come out to the residence to remove the additional equipment and downgrading her service to initiate a refund. Safe Haven completed the removal of the equipment on 5/21/2022, collected a new agreement with the downgraded monthly monitoring rate of $45.99, and adjusted the final balance to reflect a new amount without the equipment that was removed from $514.06 to $271.66. At this time there is no further action that is needed to be taken on behalf of Safe Haven. Thank you for your time.

• Initial Complaint

  Date:05/12/2022

  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.

  Security system is not working properly and they refuse to fix it without me paying for a tech visit I am under a 2 year contract that states they will repair or replace faulty equipment or relocate equipment if I move to a new address they stated it is now my responsibility to keep there equipment working properly

  

  Business Response

  Date: 05/27/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s formal response to the complaint made by ******* *****. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for customer satisfaction and would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. Safe Haven is disappointed the consumer no longer wants to continue the business relationship to 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 7/28/2021. Safe Haven received a call from the customer on5/12/2022 and advised the camera was not picking up motion and his care was broken into. Safe Haven advised the customer a trip fee would be due as Safe Haven has not been to the residence since August of 2021. Safe Haven alerted the technician manager and he contact the customer on 5/12/2022 and advised a system test was would be ran 5/13/2022 remotely. Once that occurred the customer was advised that everything he was wanting replaced was functioning properly. The customer advised he wanted the devices replaced and the technician manager advised there were would be a fee. The customer request to speak with someone about cancelling as he would not be paying any fees described.
  Safe Haven received an additional request of a service appointment on 5/19/2022 as the cameras stopped working after 5/12/2022. A services appointment was schedule and a trip fee was waived as this was a recurring issue within a 30-day time period. Safe Haven went to the residence on 5/20/2022 and replaced a new camera with signals ran and tested as functioning. On 5/23/2022, the customer advised Safe Haven the cameras were no longer working. The customer advised that he can view the live feed from the cameras but the motion capturing was not working. A service appointment was schedule for 5/24/2022 and a technician thoroughly inspected outdoor and doorbell camera recording rules to modify all necessary checks. A video system check was performed and the WiFi signals were both reading at 65%. An internet speed test was performed and both were over 2 mpbs. The customer performed on their own a system push notification test to ensure each recording rule they created triggered. The technician advised the customer to centralizing the WiFi router or add a mesh network router to ensure signal strengths required for the system.
   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.”
  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. We encourage the customer to contact Safe Haven 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 ******************************m. Thank you for your time.

• Initial Complaint

  Date:05/11/2022

  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.

  Asked too many details, took down my social security number, scammed on a new home buyer; felt unsafe following encounter. no official details provided once sales man left, only a handwritten document.

  

  Business Response

  Date: 05/27/2022

  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. Safe Haven has added this customer to our “Do Not Contact/ Do Not Service list” to avoid any future frustrations. Thank you for your time.

• Initial Complaint

  Date:05/09/2022

  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.

  Suppose to have a fully automated system with 4 cameras installed and a door bell camera. It’s why agreed to use them. Then they don’t show up when they are suppose to. They send someone who admits he doesn’t know what he’s doing. They say they can only do 3 cameras and can’t do a doorbell. I pay more for a 4th camera. Hasn’t been a week and system already went down and now I’m told there is nothing they can do. It is what it is. Do not use these people. Or ***. They are all scammers.

  

  Business Response

  Date: 05/27/2022

  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 4/28/2022. Safe Haven received a notification on 5/9/2022 to reach out to the customer regarding issues he was experiencing twit the doorbell camera. The customer advised Safe Haven he wanted to cancel the services and was advised an early termination fee would be due. The customer became frustrated during the call and disconnected the line.
  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 5/10/2022, the customer sent an email requesting aid in getting the system to work and described his experience and frustration. A service appointment was scheduled to visit the customer’s residence on 5/13/2022 to evaluate the cameras and assist with troubleshooting the internet connectivity on site. The technician advised the customer he did not have enough upload speed to connect the camera after running test on the camera.
  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 *** *********** ******** ********* 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.”
  In addition to the contract terms above, Safe Haven requires an amendment clause to the contract called a “Broadband Rider”. This document enforces the contract terms regarding the customer upholding the monitoring services and/ equipment that utilized (“Telco Requirements”). When the customer signs this document they are authorizing their responsibility to uphold those requirements even if they are not established within the home at the time of the installation and agrees to pay for the charges associated with the services. Safe Haven permits the customer to downgrade the services within the rescission period should they be unable to fulfill the requirements outlined in the broadband rider below,
  “Section 3. Telecommunications Requirements Accepted and Copy Received By: Customer Name: Customer Signature: Date Accepted By: Dealer Representative Name Date
  ·  Customer hereby acknowledges that he/she has voluntarily and at his/her direction subscribed for certain services (as further detailed on pages 1-3 of the Contract) for which, as at the time of installation and as so advised by Dealer, certain telecommunications functionalities (“Telco Requirements”) may not yet be available at the Customer’s Premises.
  ·  In anticipation of the availability of such Telco Requirements at the premises, Customer nonetheless agrees to pay for the charges associated with such services (as further detailed on pages 1-3 of the Contract).
  ·  Should the Telco Requirements not be made available at the Premises within a reasonable period of time from the effective date of the Contract, Customer may request a downgrade in services (i.e. to services that are not dependent on the Telco Requirements) by contacting Dealer.
  ·  Customer hereby acknowledges and agrees that it is his/her sole responsibility to notify Dealer of the foregoing, or upon the availability of the Telco Requirements. (********) The parties hereto mutually agree that this Contract, of which this Rider is made a part, is and shall be and remain in full force and effect in accordance with all the terms and conditions thereof”
  At this time, Safe Haven is unable to release the customer from the contract penalty-free or issues a refund. Safe Haven encourages the customer to contact us directly should he want to schedule an additional service appointment once additional connectivity methods are installed within the home to boost the internet strength. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 6 PM central standard time. Should the customer be unable to utilize phone services they may also contact Safe Haven directly at *******************************. Thank you for your time.

• Initial Complaint

  Date:05/07/2022

  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.

  Date of transaction: 25 Apr 2022 Amount paid: $137.39 Acknowledging timelines and stipulations, Safe Haven security services committed to installation of an ADT home security package at my future home (under contract at the time). Request for purchase occurred on the phone with the sales representative (listed below) on 25 Apr, acknowledging and confirming that billing would not occur until 29 Apr 2022. Nature of dispute: I was billed the amount above on 25 Apr 2022, despite the following - specifically instructing not to do so, receiving acknowledgement and endorsement to adhere to those instructions, cancellation of the transaction prior to execution, acknowledgement of the cancellation, no actual services rendered, and acknowledgement and endorsement by the cancellation department to not bill. The business has not attempted to resolve the problem as of yet. Timeline since complaint to the business: (1) business day. Account Confirmation **** Email conversation requesting cancellation attached. Points of Contact: Mr. **** ***** ***** (sales representative) reachable at ************************** *** *** ******* ******* (Cancellation Department representative) reachable at *************** Summary of Cancellation Department conversation held on 28 Apr 2022: I was contacted by Mr. ******* ******* on 28 Apr 2022 at 1:16 pm PST. We talked for just short of 10 min about why I was cancelling. Mr. ******* offered, and I endorsed, to adjust the intially requested purchase product price, stating that he would send me an email with the details for me to compare. I accepted this offer under the condition that billing would not occur unless I was willing to accept the adjuste offer. Mr. ******* acknowledged and confirmed. Additional information: On 5 May 2022 I discovered I was billed after following up and not finding any email from Mr. ******* in my inbox. Statements indicate that the transaction was initiated on 25 Apr and posted on 26 April 2022.

  

  Business Response

  Date: 05/23/2022

  
  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 is disappointed we were unable to keep the business relationship with the consumer and provide our services to help protect their home and acknowledged this directly with the customer on 5/10/2022. Safe Haven honored the customer’s cancellation request and generated a refund of $137.39 back to the original payment method utilized. Please see the transaction details below. Thank you for your time.

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

• Initial Complaint

  Date:05/05/2022

  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 bought a house back in November last year 2021. I called *** to apply for internet service. Immediately, the representative that answered my call started talking about home security ***. She kept going on and on about a big promotion *** is having and kept talking about the details. Since we were also going to need home security, I was very interested about the promotion. She stated that if we sign up that day, there is a $750 credit from *** that we can use for equipments for the home security. We decided to sign up and it is a 3 year contract with auto debit from our account. The representative set up an appointment with a technician to come to our house to install and get the services running. The technician named ****** explained and went through all the details and equipments needed. He then gave us a breakdown and after the credit of $750, there is a balance of $845.83. He said I van apply for a credit loan through ********* to pay for the balance. He did the application and it was approved. The problem is not all the equipments needed was installed. ****** had to order the doorbell panel, 2 cameras and digital front door luck. About 3 weeks later, we finally got another technician to come to install the cameras and front door luck but still no front doorbell panel. The technician could not get the cameras working and has something to do with the internet signal with *** but we have the fastest available speed in our area. 2 months passed and still no doorbell panel and cameras not working so I called Safe Haven to just cancel the doorbell and cameras and just refund the money. I called their customer service and talked to ******** 3x and I was promised to refund to the credit card ********* that they opened. They never applied the $750 credit that was promised as a promotion by ***. I was charged for all the equipments installed and was charged to ********* with no $750 credit. Bogus promotion by *** and Safe Haven. Horrible business to mislead customers.

  

  Business Response

  Date: 05/27/2022

  
  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 2/5/2022. 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.
  Page 4 reflects the purchase amount of the equipment the customer purchased additionally and that was not covered under the $750 voucher in detail. Safe Haven’s technician advised of the equipment that he gave away in addition to the $750 voucher and advised the additional equipment purchase could be financed through *********. The customer financed (2) glass breaks in the amount of $219, (2) shock sensors in the amount of $50, and (1) door lock in the amount of $249. The total of the the financing was $845.83 through *********.
  At this time, Safe Haven is unable to issue the customer a refund or remove the ********* balance. Should the customer have any additional questions regarding his contract or the pricing that occurred he may contact Safe Haven. Safe Haven can be reached directly by phone at 844-413-1920 Monday- Friday, 8 AM- 6 PM and Saturday, 8 AM- 5PM 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.