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:12/09/2024

  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.

  In September of 2024, we had a sales team repeatedly come to our home, even when we said we needed time to think about it. With the understanding that it was zero dollars for the system, and we would pay only for the installation charge and the monthly monitoring services, we rushed into the purchase. We have the flyer still that states this as well. During installation, they had us sign up for a synchrony credit card, that we were under the impression would be used for the monthly monitoring services, as he said it was for a discount on the monthly payments. A month later, we saw the charge come off a different card, so we figured we didn't set it up for the monthly charges. In November however, we received a late charge notice in the mail (our first notice for payment), confused, we looked into it, and that's when we discovered the $3736.44 charge. We can only assume they charged us for the equipment, as we never received an invoice, either paper or e-mail. With this shock, we looked to cancel our service, and return the equipment, we were told that they would not refund us any money, and that we would be responsible for a 1633.25 cancelation fee (75% of our 3 year contract). I had the woman in customer service "put in a ticket" and she said we would receive a call back in 24 to 48 hours, that was on 12/3/2024 at 3:30 pm, it's been almost a week and we still have not heard back from them. In addition, when the man was here installing, we told him we only wanted 2 cameras, and he responded that he was required to put in motion detectors, fire and Co2 alarms, and 2 smart plugs, all of which we didn't want or need, but were told we couldn't say no to. Under the understanding that the equipment was zero dollars, like the flyer said, and like the sales man said, we agreed to the extra equipment. We believe the sales practice to be very deceptive, and unfair to not offer any real sort of refund when the customer is unsatisfied, ignored, and feels tricked.

  

  Business Response

  Date: 12/10/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. During the installation, the customer was presented with additional equipment and upgrades to purchase at his discretion. Safe Haven collected a verbal authorization confirming the Synchrony details and that it was a credit card utilized to pay for the additional equipment purchased. The customer’s signature was authenticated through their personal email address, further undercutting the allegations of the equipment agreed upon during the installation.
  
  Second, Safe Haven collected wet signatures from the customer on a home customization sheet and acknowledged the additional equipment and cost associated with the additional equipment chosen. In addition to the wet signatures collected, the customer had to apply for the synchrony account through a web platform where they provided personal information only known to them. The verbal authorization along with the documents signed detailing the terms and conditions and the equipment financed further contradict the customer’s allegations of being unaware or “tricked” into thinking the equipment was “zero dollars”.
  
  Third, Safe Haven collected electronic signatures within the Alarm Services Contract that itemizes details of the equipment installed. Each of the electronic signatures were authenticated by the customer’s email address which contradict the customer “never receiving an invoice, either paper or email.” The equipment that was initially provided had been disclosed in detail and agreed upon as sufficient prior to the installation. It was the customer’s decision to purchase additional equipment, and when that occurred, the customer chose to finance the purchase amount of that equipment.
  
  In conclusion, Safe Haven has been unable to find any evidence that any improper actions took place during the collection of necessary documents. Safe Haven’s installation made every effort to ensure transparency about equipment financed. We are unable to allow the customer to return any of the equipment or be issued a refund for the equipment financed. In efforts to provide excellent customer service, this matter has been escalated internally with upper installation management and a member of management will be reaching out within the next 48 hours. We appreciate the customer's patience and understanding and look forward to addressing any additional questions the customer may have.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/11/2024

   
  Complaint: ********
  
  I am rejecting this response because: We did not receive any invoice. The "verbal and wet signatures" were under the understanding of the original agreement which was the zero dollars upfront with the 99 dollar installation fee and monthly surveillance services, as stated in the original complaint. The only thing we signed up for additionally at the time of installation was the credit card, as we were told that there would be a discount on our monthly payments. We never received an invoice or bill, by email or paper copy. We would have not gone through with the installation had the company been up front about their hidden fees. No one at the company discussed an almost 4000 dollar charge, prior to receiving the charge on the credit card.

  It is also very unprofessional to ignore a customers complaint, especially when we were told originally by customer service, that we would receive a call with in 24 to 48 hours.

  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, but Safe Haven collected an itemized home customization sheet detailing the additional equipment, a verbal recording identifying the synchrony card was for the additional equipment purchase, and collected the customer’s electronic signature on the Alarm Services Contract that not only itemized the equipment costs, but the Notice of Cancellation document that detailed the steps for the customer to terminate the services penalty-free.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part. The customer was provided with all necessary information upfront to make an informed about financing additional equipment at his own discretion. Should there have been any billing concerns at the lengths in which the customer has described within the complaint, the customer had ample opportunity to contact Safe Haven within the rescission period and failed to do so.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but he provided valid signatures (both physical and electronic) to authorize the contract and the purchase of additional equipment. The details of this can be found within section 5 on page 4 of the contract. Due to the validity of the contract, the customer would be subject to the early termination fee terms. Our area technician manager has made attempts to contact the customer as recent as 12/11/2024, we encourage the customer to return his call at his earliest convenience.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/09/2024

  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 strongly advise against trusting ADT door locks. My experience has been frustrating and costly. The bottom screw on the lock was installed so tightly that I couldn’t remove it myself, even with careful handling to avoid stripping it. This forced me to call ADT for assistance, which cost an extra $160 just to unscrew the lock. I’ve never had such issues with other locks, and this seems like a deliberate design to make customers reliant on their services. If you’re considering buying a home with these smart locks and ADT as the security provider, think twice. This setup could lead to unnecessary expenses and headaches. Avoid if you can!

  

  Business Response

  Date: 12/09/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  *** * **** ***
  North Kansas City, MO 64116
  ***** ********
  
  Please forward this on to the correct company.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: ********
  
  I am rejecting this response because: I attached the email sent from ADT, to better explain that this is on ADT, not the builders, also I called adt, on a recorded line that that rep told me it will cost me $160 for the rep to come out and replace the battery, now that you see the email, you all can finally accept responsibility, it also shows on my app
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,

  Respectfully, Safe Haven is not ADT. The email attached, was not sent from Safe Haven. Please redirect your complaint to the appropriate company to further assist the customer with the billing concerns that were sent from ADT.

   

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted SafeHaven Home Security 9/16/24 Sales Rep - ******* ****** ###-###-#### Install Date: 9/16/24 10AM Improper Install/Rep Stated Not Licensed Electricians Improper Drilling, Install, and Connections Fried Front Doorbell Outlet/Doorbell System No Reply from Customer Service/Will Not Perform Maintenance to Fix No Cancelation Policy - 3 Year Contract Payoff of 1500+ Dollars to Get Out Absolute Worst Vendor Experience as a New Homeowner House Vandalized since Camera Malfunction with no Security Footage

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the allegations listed seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  After reviewing account records and speaking with technician management, Safe Haven respectfully disagrees with the customer characterization of events. On September 26, 2024, Safe Haven returned to the customer’s residence after the installation of monitoring equipment to reset the cameras back online after the customer updated his Wi-Fi network name, which caused the cameras to go offline. This information contradicts there was any improper drilling that occurred during the installation as there was no mention of damages or improper drilling when Safe Haven returned after the installation.
  Additionally, Safe Haven was not made aware of any issues with the doorbell, nor did Safe Haven return to the residence to address any concerns with the doorbell until October 15, 2024. A technician manager serviced the customer’s system and informed the customer the doorbell requires a higher voltage and was advised he would need to hire an electrician to come out to replace his transformer, and fix the electrical shortage that had most likely occurred from the storm further undercutting the customer’s allegations.
  
  Given the above, Safe Haven has been unable to find any evidence that Safe Haven conducted any improper drilling or failed to perform maintenance to assist the customer with his concerns. Safe Haven has advised the customer of the warranty exclusions, specifically those relating to loss of power within the Alarm Services Contract (the Contract). If the customer wishes to forgo Safe Haven’s professional recommendations and would like to terminate the services, he would be subject to the early termination terms found on page 5, section 2 of the Contract.

  At this time, we understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions signed. Should the customer have a change of heart, we kindly encourage him to contact us once he has replaced the transformer so that we can assist him with any additional service concerns he may be experiencing. Safe Haven can be reached Monday through Friday, 8 a.m. to 7 p.m. central time at ###-###-####.
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT continues to charge credit card each month for service I cancelled within the 3 day grace period. After reading the contract, realized I had 3 days to cancel new ADT service. Called on day 2 and cancelled over the phone. Customer service representative told me a refund check would be in the mail for the monthly fee already charged. The refund check arrived a week later. Was told they would call to come get the product from my home. They never called. I tried calling but no luck finding the correct person to uninstall. Then they charged the credit card the following month. Called and spoke to customer service again. Explained the issue and was told all was fine. Then they charged the credit card a 3rd time. I need them to come get their product from my home and stop charging me for a service that is not even hooked up.

  

  Business Response

  Date: 12/03/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  *** * **** ***
  North Kansas City, MO 64116 (**** ********
  Please forward this on to the correct company.

  

  Business Response

  Date: 12/04/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our builder sales support team. A member of their team has reached out to the customer to address the complaint concerns, help cancel the account, and address any additional concerns the customer may have. Safe Haven thanks the customer for their patience and understanding while we work towards an amicable resolution for both parties. We look forward to resolving this matter and restoring the business relationship in a positive direction.
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/29/2024

  UPDATE - Safe Haven has contacted me and returned to my home to remove the security system as of 12/7/2024. The tech noted he had left the smart home features intact and set up what was the FREE version of the smart home package I had requested originally. The tech said there would be no more billing to my credit card. As of today, 12/28/2024, ADT has contacted me via email asking to submit payment as my credit card has been cancelled. Yes, I replaced the credit card on file because of this situation. Clearly Safe Haven and ADT billing have not communicated. I'd like this looked into further, completely cancel my account with ADT and remove any balance owed.

  To reiterate, the security system has been removed from my home and I had cancelled the service by phone under the 3 day grace period for cancellations as noted in the contract that was provided in prior correspondence regarding this case. 

• Initial Complaint

  Date:11/30/2024

  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.

  Safe Haven ADT was our security company. We notice malfunctions with the system in Feb. If you put something in the garbage can, if the Roomba bumped up against something it would indicate a break at the window. In April, we left our house, the security company called saying there was breach at our house. We were minutes away, no breach just the Roomba. It progressively got worse stating there was a breach at the doors. Person outside of bedroom door, a breach at the mother-in-law suite, car arriving, which was not. The Alarm company was contacted, tech support advised me the solution was to install a booster to improve the signal. I informed the tech-support the system was the same system they installed and had worked after the installation. Tech-support tells me they could not guarantee the booster would solution the problem. It cost $600 out-of-pocket regardless if it solved the problem. We lived in terror! My wife and I armed ourselves and camped in the living room, we could not tell if was a false alarm or, an intruder braking in the house. After seven months of this, we decided to get a new security system. We canceled with Safe Haven. They said we had a contract for 36 months. We told them we signed no contract. I asked for a email of the contract. I told them, my name was printed on the document. I told them I would never have chosen a font to print my name. We believe the techn forgot to get a signature, he left at 10:30 pm. He seemed to be new, was on his Cell getting instructions from someone. I indicated to them they breached the contract by failing to keep us safe and please return all money that we had paid them. We sent several letters an email. They said to pay 1200.00 for breaking the contract. I told them they breached contract.

  

  Business Response

  Date: 12/02/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the customer has endured throughout this matter. After reviewing the account, the consumer willingly entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on October 25, 2023.

  First and foremost, Safe Haven did not find any evidence that there was any improper conduct performed at the installation, or during the collection of necessary documents required to be authorized by the customer at the time before the installation. Safe Haven requires all customers to review the Alarm Services Contract (“the Contract”) at the time of the installation. It is the customer’s responsibility and discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions included, specifically, for the installation of the equipment purchased or provided by Safe Haven Security.

  Second, a copy of the Contract is sent immediately to the customer the moment it is authenticated. When a customer signs the Contract, they are authorizing they read, understood and agreed to the terms included. Within the copy of the contract, time stamp and date analytics reflect when the contract was sent, reviewed, and signed. In this case, time stamp and date analytics reflect the contract was sent October 25, 2023 at 3:24:24 PM, viewed at 3:34:47 PM, and signed at 3:44:28 PM further undercutting the customer’s statements.

  Included within the contract, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce that right. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the document, opting to exercise a penalty-free termination. Please note, customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the Contract. (See page 5, section 2).

  Concurrent to the above, the customer was provided a quote for the early termination fee when she requested to cancel outside the designated rescission period. Safe Haven attempted to offer onsite service resolution prior to the customer’s cancellation request, however, the customer declined our efforts. Then, the customer installed another security provider’s system at their own discretion, breaching the terms and conditions listed on pages 5-8. (see references to sections, 5. Limitation of Liability, 8. Installation, 11. Warranty Exclusions, 18. Alarm System Communication, and 19. Cancellation)

  At this time, Safe Haven has not found any supporting evidence that the customer was unaware of the Contract or that she did not authenticate the electronic signature. The customer authenticated their electronic signature through the use of their personal email and did not begin to dispute the contract terms or the terms and conditions until being advised of an early termination fee. The account has since been terminated and has a remaining balance due. Safe Haven kindly encourages the customer to fulfill the remaining balance due to avoid further collection efforts. Safe Haven can be reached by phone at 844-413-1920 Monday through Friday, 8 AM to 7 PM central time. The customer may also contact Safe Haven directly by email at [email protected].
  
  Thank you for your consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/25/2024

  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 was on vacation when I was woke up by a call at 6:55am. The smoke detector in my house was going off I was 7 hours away at the time and couldn’t say whether or not there was smoke in my house. They sent the fire department and they had to have access to my house to make sure it was clear they broke in my door. There was no sign of fire and no reason for the smoke detector to be going off in the first place. I pay a monthly subscription to keep my house safe and secure which is what they promised to me when I signed the contract. Now I have a monthly payment and a door and wall to fix due to their fake promise on top of that. My house would be in better shape if I didn’t have this system in the first place. They refuse to help with the damage and refuse to cancel my contract.

  

  Business Response

  Date: 11/26/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. 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. We understand the customer has some concerns regarding damages caused by a false alarm and cancellation concerns, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint.
  
  After reviewing the account records, Safe Haven spoke with the customer on November 25, 2024, and the customer advised the concerns listed within the complaint were with ADT Corporate. As a result, Safe Haven explained we do not have authorization over ADT’s decisions on covering damages, but we could offer to send someone out to service her system to ensure there was nothing malfunctioning. The customer declined and expressed wanting to terminate the account altogether. Safe Haven then quoted customer the early termination fee that's applicable when terminating monitoring services early. (see page 5, section 2)
  
  Based on the information provided, we would kindly request the complaint be redirected towards ADT corporate. We acknowledge the customer’s dissatisfaction with ADT’s decision not to cover damage concerns, however, it does not permit the customer to be awarded a penalty-free cancellation. If the customer wishes to move forward with her cancellation request, she will be subject to the early termination fees previously quoted. Safe Haven invites the customer to contact our customer service department if she would like to move forward with the cancellation process and the associated costs. Safe Haven can be reached Monday through Friday, 8 a.m. to 7 p.m. central time.
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 12/02/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's rejection. Safe Haven acknowledges the customer’s dissatisfaction with our previous response, however, our decision remains the same. We acknowledge the customer’s opinion regarding the status of the smoke detector; however, Safe Haven is responsible for servicing the equipment, and in this case, verifying whether the equipment malfunctioned. We believe there is a misunderstanding regarding the service provider and the equipment provider. Our goal is the customer’s comprehension regarding the two in addition to the terms and conditions related to the equipment warranty.
  
  Safe Haven is responsible for installing the equipment that ADT monitors. Safe Haven does not “receive her payout”, nor does Safe Haven assess any charges to the customer outside of installation and additional equipment purchases during the installation. Unfortunately, we cannot speak on behalf of ADT or ADT’s monitoring centers, however, in the event something occurs with a supplementary device (smoke detector), we must first be permitted to evaluate the device and see whether the device itself malfunctioned. Determining a malfunction includes multiple factors specifically if the device itself communicated with the monitoring stations to trigger an alert without any malfunction notices. False triggers can occur for several reasons and as the installer, we are responsible for figuring out whether those reasons were within our control or unrelated to circumstances within our control. (see page 6, section 11. Warranty Exclusions) We understand the customer does not agree with servicing policy, but when the customer signed the Contract, she signed she read and understood the important terms and conditions listed throughout pages 5-9.
  
  As a result, when the customer declined Safe Haven’s efforts in trying to provide service resolution, she breached the contract terms. We acknowledge the customer’s dissatisfaction with ADT’s decision not to cover the damages, but Safe Haven is not responsible for any damages that we did not create. We understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions signed, and our decision is final. If the customer wishes to move forward with her cancellation request, she will be subject to the early termination fees previously quoted. The customer may utilize the previous contact information if she has any additional questions or concerns.
  
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  You make absolutely no sense you say you are the ones responsible at the same time you say you aren’t. Just sounds like another business taking advantage of people. 
  
  Sincerely,
  ****** *******

• Initial Complaint

  Date:11/12/2024

  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 purchased ATD services from an authorized dealer who did not explain that the automation service was required to access the app. A different ATD rep told me the equipment would have to be changed out and today I was told I would have to pay and additional fee for programming. ATD although collecting the payment cannot assist me with the misrepresentation & changes to the account to waive the fee until the 1 year grace period expires while I have a 3 year contract with ATD. As a consumer I expected quality service. That is not what I received. Had the rep appropriately explained the service, i would have had the option to purchase the correct level or seek out a competitor. I have used ring in the past without issue. I would appreciate resolution in the form of waiving the programming charge. ATD should honor their commitment to customer satisfaction.

  

  Business Response

  Date: 11/11/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  520 E 19th Ave
  North Kansas City, MO 64116
  ###-###-####
  Please forward this on to the correct company.

  

  Business Response

  Date: 11/18/2024

  Dear Better Business Bureau,

  Safe Haven aknowledges the customer's disatisfaction with our previous response, however, the attachments provided by the customer support Safe Haven's previous statements. Based on the details of the complaint, it would strongly suggest there may be some confusion on what company the customer was speaking with. The phone records that were attached reflect ADT corporate's phone number, not Safe Haven's. At this time, we kindly encourage the customer to address the concerns regarding the alleged conversations and lack of notations with the appropriate company.

  Nevertheless, Safe Haven values customer satisfaction and we are happy to help assist the customer with getting in contact with ADT regarding her concerns. The customer may contact Safe Haven at ###-###-####, Monday through Friday 8 a.m. to 7 p.m. central time. Should the customer be unable to reach us by phone, she may also contact us by email at ****************************com.
  
  Thank you for your time and your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/01/2024

  I provided the attachment showing that I called ATD and was on the call for over an hour. Did you request the commmunication that was recorded for quality purposes?

• Initial Complaint

  Date:10/22/2024

  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 Signed up for ADT in November of 2023 Started making the monthly payments as agreed, in May of 2024 My Panel for my security system gave me a connection error for Wifi that was the first time I was notified that the system was not working properly which I called the customer service for ADT which I was than told they were not the ones that maintenance my equipment it was safe Haven which I was not told when I signed up with them. When spoke to ADT they actually said there was communication issues way before May it was from December of 2023 so almost 6 months of paying for a service that was not even working properly. Was told they would give me a credit to accommodate the months that service was not working but I had to get a tech out first to fix the issue and than call back. I got the Panel replaced and it was working properly at that time which was end of May, I called again and was going to be connected to billing to get the account credited but kept getting transferred one place to another ADT said I had to call Safe Haven but ADT was the one charging me spoke to Safe Haven and they told me to call ADT, which at that moment they got someone from ADT and explained everything and was about to connect me to them when they hung up on me and never got the issue resolved ended up cancelling them and switching to another security company in September at they still charged me in September and today was charged another $6.40 for the days supposdly I still had service (proRated) but when I cancelled and paid the cancellation fee which was over $1,000 they never explained none of that to me either. ADT is not explaining fees and not doing their job properly especially when they are not proving the service that was agreed on and still charging their monthly service. They have all the notes on the account and still did nothing to resolve billing issues.

  

  Business Response

  Date: 10/23/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  *** * **** ***
  North Kansas City, MO 64116
  ***** ********
  Please forward this on to the correct company.

  

  Business Response

  Date: 11/05/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, but Safe Haven does not bill for the monthly monitoring nor has Safe Haven assessed any fees to the customer outside those associated with the installation and early termination.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but the customer will need to speak with ADT regarding any additional charges they have assessed the customer directly. We strongly encourage ADT to redirect this complaint to the appropriate company to avoid any further lapse in addressing the customer’s billing concerns.

   

  I attempt to refresh my response, but it kept giving a prompt saying a response was already submitted. Can you please ensure this is the response that is reflected?

   

  “Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, but Safe Haven does not bill for the monthly monitoring nor has Safe Haven assessed any fees to the customer outside those associated with the installation and early termination.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but the customer will need to speak with ADT regarding any additional charges they have assessed the customer directly. We strongly encourage the Better Business Bureau to redirect this complaint to the appropriate company to avoid any further lapse in addressing the customer’s billing concerns.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC”

   

   

  Thank you in advance!

   

   

  
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 11/05/2024

  
  Complaint: 22458943
  
  I am rejecting this response because:

  Already submitted the complaint to ADT and they keep sending to safe haven and safe haven sends me to ADT not sure what I’m supposed to do now if neither company wants to take accountability.
  
  Sincerely,
  
  ***** ****** *********

• Initial Complaint

  Date:10/11/2024

  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.

  Safe Haven ADT authorized dealer representative scammed me. I have spoken to Safe Haven regarding the information I received when financing equipment through them but they were not willing to resolve the issue. I was told that I would be able to move the equipment to another location through ADT. That was not the case. I had to purchase new equipment from ADT and pay for new installation and still pay for the equipment that was financed through Safe Haven. The representative knew that I was military and used that to his and the company's advantage.

  

  Business Response

  Date: 10/14/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven values its customers and strives for excellent customer experience. We deeply regret any frustration the customer has endured based on the details of the complaint. Unfortunately, we cannot speak about the communications that occurred with ADT representatives, nor do we have any records of communications that match those described within the complaint.  It is important to note that any equipment a customer finances is owned by the customer and their sole responsibility is to fulfill any outstanding payments owed to the financing company outside of the right of rescission period.
  
  In the event a customer chooses to relocate their services, they have every right to relocate any equipment they own. If the customer chooses to relocate the equipment, it would be ADT’s discretion to allow the customer to use preexisting equipment or equipment previously financed through an Authorized Dealer. On October 7, 2024 (16 months post installation), the customer alleged she relocated services with ADT directly and ADT told her they would take care of her early termination fees. Please note, the customer did not mention outstanding payments owed through financing, only fees associated with early termination. (See page 5, Section 2)
  
  As a result, Safe Haven redirected the customer to speak with ADT regarding any alleged waiving of fees. On October 11, 2024, ADT contacted Safe Haven to inquire about a bill the customer received for an outstanding equipment balance. Safe Haven advised that the customer financed additional equipment through Synchrony and any outstanding balances owed would be at the customers responsibility to fulfill. Safe Haven confirmed we do not have any jurisdiction to waive balances owed to other company and the we would be unable to offer any discounts or adjustments to the balances owed.
  
  After reviewing the account records thoroughly, Safe Haven believes this complaint may need to be redirected towards ADT corporate. Safe Haven kindly encourages the customer to speak with the financing company to resolve any outstanding balances, however, at this time, there are no further actions for Safe Haven to take. Should the customer have any additional questions or concerns they may reach out to our customer service team Monday through Friday, 8 AM to 7 PM central time at ***********. Should the customer be unable to utilize the phone number listed above, they may contact our customer service department by email at *******************************. Thank you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/30/2024

  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.

  Had equipment installed a few months ago from ADT through SafeHaven. The outdoor garage camera stopped working. Went through 2 hour phone call with ADT troubleshooting with tech support for ADT. When it wasn't resolved, i was informed I could contact Safehaven and they could come out for free to fix the camera. Called Safehaven. Was asked if I have had any power outages since the cameras were installed 3 months ago. I said yes. I was informed if any power outage has occurred since installation, services to repair camera are not covered by the warranty. I am paying monthly for faulted equipment they refuse to fix because I have experienced a power outage at some point in the home (despite that not being related to the equipment issues).

  

  Business Response

  Date: 10/01/2024

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint formed by the customer. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. We acknowledge the customer’s concerns regarding the service warranty and would like to provide additional clarity, however, we believe this complaint was submitted in error. 

  Safe Haven has an appointment scheduled for a technician to go out and service the customer's residence on October 2, 2024. After reviewing the account records, the customer was not assessed a service fee, nor did the customer admit to a power outage or internet connectivity being interrupted. During the first 90 days of active services, Safe Haven will repair or, at our discretion, replace any defective part of the equipment we supplied and installed, including wiring, and will make required mechanical adjustments, all at no charge to the customer under the limited warranty. After the first 90 days, an extended warranty is applied.

  During the Extended Limited Warranty/ Quality Service Plan (“QSP”) period, the customer is subject to a non-refundable on-site assessment charge in the amount of $59 for each service call a Safe Haven technician is required to visit the residence. In the event a customer requires servicing that falls outside the QSP defined within the warranty exclusions (see page 7, section 11) Safe Haven may assess current rates for labor, parts, and equipment for each service call outside the warranty. Based on the information listed within the complaint, any interruption or loss of power is not covered under warranty and would be subject to the fees described above.

  Consequently, when the customer spoke with Safe Haven yesterday and advised there had not been any power outages or interruption of services, Safe Haven scheduled a service appointment without any fees. As a courtesy, Safe Haven will honor the service appointment under its current status, however should there be any interruption of the internet services or loss of power in the future, the customer would be subject to non-warranty service fees. At this time, there are no further actions for Safe Haven to take. We kindly invite the customer to contact our customer service team should he have any additional concerns. Safe Haven can be reached Monday through Friday, 8AM to 7PM central time at *************
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC