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:09/23/2024

  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.

  I recently brought a house and an *** representative came to my door and asked me if I interested in a security system. I told them no I am not interested because my house already has a security system. The rep then say no worries if you don’t like it in 6 months it can be returned . So I said okay and when the tech came I just signed the papers because the tech also said I’m sure the rep explained everything to you . Fast forward to now I want to cancel in the 6 months because I am not satisfied or pleased with the service and i explain to everybody that called me about cancelling , one of there customer service rep. says " it doesn't work like that " you cant cancel in 6 months just because you're not satisfied . I said to her online and what you promote does say if I’m not satisfied in 6 months time I cancel with no charge . She said no you were supposed to cancel in 3 days . No one told me that . Now they want to charge me $3,000 to cancel . To add to this none of them believe my story because they keep saying they don’t make mistakes. This has turned into harassment because they call everyday except weekends . I keep explaining the situation over and over I even spoke to the sales representative manager and he said he would call me today 9/23 and he didn’t even reach out at all . I also have witness that were there and said that the sales representative never said the contract was 36 months . I also never received the contract I signed until I told them I wanted to cancel .

  

  Business Response

  Date: 09/24/2024

  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 strives for customer satisfaction and are truly sorry to hear that these standards were not met in the customer’s experience with us. We have investigated this matter and respectfully, Safe Haven has been unable to locate any evidence to support the allegations listed within the complaint. We would like to take this opportunity to address the customer's concerns and provide additional clarity.
  
  First and foremost, we would like to clarify the effort that is taken to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. We utilize an electronic contract that requires a security encrypted process to authorize a customer's signature for the Alarm Service Contract (“the Contract”). Each electronic signature placed on the Contract is generated by the customer inputting a unique pin known only to them. The pin is sent via SMS message to an authorized phone number on the account, and then a copy of the Contract is sent to the designated email address instantaneously for the customer's review. The rescission period is outlined within the Contract which permits the customer the opportunity to thoroughly review the Contract and make an informed decision to move forward.
  
  It is important to 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, term 2) The time period permitted to enforce a penalty-free cancellation is detailed and disclosed in its own document (“the Notice of Cancellation) for the customer’s review. We do not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation within the designated time period.
  
  Consequently, when the customer contacted Safe Haven well outside the rescission period, she was no longer eligible for a penalty-free cancellation. We acknowledge the customer’s references to guarantees allegedly promoted online; however, Safe Haven’s guarantee is a service-related guarantee. Should the customer experience any service-related issues and Safe Haven deems the system inoperable the customer may then be eligible to utilize the guarantee referenced.
   
  Nevertheless, based on our review, we are unable to honor the customer’s request of a penalty-free cancellation. We stand by the terms and conditions agreed upon and the measures taken to disclose all necessary information to the customer. Safe Haven has not been to the residence or received any service appointment requests since the installation. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with the cancellation process and the associated costs. Should the customer wish to forgo cancelling and opt to schedule a service appointment, we kindly invite the customer to contact us to schedule a service appointment. Safe Haven can be reached at 844-413-1920, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, we can be reached by email at [email protected].
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC
  

  

  Business Response

  Date: 09/25/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submitted by the customer. We acknowledge the customer’s dissatisfaction regarding the previous response, but Safe Haven provided all necessary information upfront for the customer to make an informed decision to move forward. Whether the customer reviewed the information provided, it does not negate the validity of the contract terms signed. Safe Haven did not receive a Notice of Cancellation within the rescission period or a cancellation request within the allotted time frame further making the customer ineligible for a penalty-free cancellation.
  
  At this time, Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. Safe Haven is hopeful we have  restored the business relationship as the customer has chosen to retract her cancellation request and move forward  with the alarm monitoring services. We kindly encourage the customer to reach out to us directly should the customer be experiencing any service-related concerns or have any additional concerns about their account. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/20/2024

  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.

  Safe Haven SS is trying to force me to pay for the remainder of my bill from the security services I paid for from ***. I am active duty military moving and per the SCRA I have the right to cancel my services and they are claiming I do not have the right. They will not talk to me and they will not drop the charges. Even though the company that actually provided the services *** has accepted my cancellation.

  

  Business Response

  Date: 09/23/2024

  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. We set a high standard for ourselves, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven appreciates all service members and deeply regrets any frustrations the customer has endured based on the details of the complaint.
  
  Safe Haven honors and respects our nation’s military personnel. To show our appreciation for Safe Haven customers serving in the military, Safe Haven will offer conditional, penalty free cancellation should our nation require deployment for overseas service. The term “deployment” will also include a permanent or temporary change of station order. In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our customer support team. A customer support manager will contact the customer within 24-48 business hours to address any concerns regarding our Military Cancellation Policy and collect any documentation required to assess eligibility. Safe Haven appreciates the customer’s business and wants to thank the customer for their patience and understanding while we work towards providing a resolution within the bounds of the contract.
   
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/06/2025

  
  Complaint: 22317130
  
  I am rejecting this response because:
  

  this is the second complaint I have made. And nothing has happened. The first response and not the second response both stated you currently honor and will honor early termination for active military and will honor my request. But instead of sticking to your word and integrity the company pushed my account to collections. I have voiced my willingness to work with Safe Haven.
  I hope we can come to a middle ground.

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

  

  Business Response

  Date: 01/07/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the consumer’s rejection. Safe Haven offers conditional, penalty-free cancellation should our nation require overseas services.  After reviewing the original complaint, Safe Haven has been able to confirm the account history on file and believes this is a duplicate complaint.

  Safe Haven previously addressed this matter with the consumer in August 2024. The consumer was issued the following message by customer service message on August 1, 2024, that read,
  

  “Thank you for contacting Safe Haven Customer Support. Safe Haven has reviewed the documentation that has been sent in. Due to the deployment date not occurring until 10/1/2024, it is too soon for Safe Haven to accept your orders for cancellation at no cost. Please submit your orders closer to the time of deployment. If your account is pending cancellation with ADT, you will need to retract the cancellation until you are eligible for submitting the documentation in for review again. You can contact ADT a* ************ *** * * to retract the cancellation.”
  Additionally, clear instructions and details were also provided to help prevent the consumer from being sent to collections and how to qualify for military penalty-free cancellation, but the consumer failed to comply. On August 14, 2024, and August 20, 2024, the consumer was advised the following messages,

  “Good morning,
  Thank you for reaching out. Safe Haven is an authorized dealer of ADT and it does show that we have spoken to you back on 7/29/2024 in regards to you cancelling your services due to military orders. However, it does show the documents you submitted did not qualify for us to waive the early termination fee as your deployment doesn't start until 10/1/2024. You may send any further documentation to be reviewed, but cannot guarantee that it will meet the requirements. The other option is to reach out to ADT directly at ************ , to speak with account management and retract your cancellation until it is closer to your deployment date. Then you can resubmit the orders for review to see if the early termination fee can be waived at that time. If you have any further questions, you can contact me directly at ************ M-F 8am-5pm CT. Thank you.” (8.14.24)
  “Good afternoon,
  
  I apologize for the delay in response as I was not in the office yesterday. I have reviewed and as per company policy in order to be able to approve to waive the early termination fee per deployment, the cancellation would have to take place within the 30days prior to your deployment. Which as per your deployment documents, you do not deploy until 10/1/2024. In the mean time you can retract the cancellation until it is closer to your deployment date and then at that time can be reviewed. Please let us know if you choose to retract the cancellation so we may notate your account and have an account specialist send the request to ADT. Thank you.” (8.20.24)

  Given the above, Safe Haven respectfully disagrees with the consumer’s characterization of Safe Haven’s willingness to” honor active-duty military SCRA”. Safe Haven made multiple attempts to help assist the consumer with qualifying for military penalty-free release a month prior to the  account cancelling.

  At this time, we acknowledge the consumer may not have liked the conditions of the policy, however, it was the consumer’s discretion to terminate his account prior to the account eligibility to qualify  Safe Haven’s military cancellation policy that aligns with the Service member Civil Relief Act (SCRA). Safe Haven is unable to honor a penalty-free release. The account status and the remaining balance owed is valid. We encourage the consumer to reach out to the collection agency to fulfill the remaining balance owed.
   
  Thank you for your time.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/09/2025

      3956. Termination of certain consumer contracts
     (a) Termination by servicemember or dependent of a servicemember
     (1) Termination
  A servicemember may terminate a contract described in subsection (b) at any time after—
  (A) the date the servicemember receives military orders to relocate for a period of not less than 90 days to a location that does not support the contract; or ***(As soon as I found out I terminated my services)***
  (B) the date the servicemember, while in military service, receives military orders for a permanent change of station, thereafter enters into the contract, and then receives a stop movement order issued by the Secretary of Defense or the Secretary of Homeland Security in response to a local, national, or global emergency, effective for an indefinite period or for a period of not less than 30 days, that prevents the servicemember from using the services provided under the contract.
      (2) Notice
  In the case that a servicemember terminates a contract as described in paragraph (1), the service provider under the contract shall provide such servicemember with written or electronic notice of the servicemember's rights under such paragraph.
      (3) Manner of termination
  Termination of a contract under paragraph (1) shall be made by delivery of a written or electronic notice of such termination and a copy of the servicemember's military orders to the service provider, delivered in accordance with industry standards for notification of terminations, together with the date on which the service is to be terminated.
      (4) Additional individuals covered
  For purposes of this section, the following individuals shall be treated as a servicemember covered by paragraph (1):
  (A) A spouse or dependent of a servicemember who dies while in military service or a spouse or dependent of a member of the reserve components who dies while performing duty described in subparagraph (C).
  (B) A spouse or dependent of a servicemember who incurs a catastrophic injury or illness (as that term is defined in section 439(g) of title 37), if the servicemember incurs the catastrophic injury or illness while in military service or performing duty described in subparagraph (C).
  (C) A member of the reserve components performing military service or performing full-time National Guard duty, active Guard and Reserve duty, or inactive-duty training (as such terms are defined in section 101(d) of title 10).
  (D) The spouse or dependent of a servicemember, described in paragraph (1)(B), who accompanies such servicemember during the period of relocation.
     (b) Covered contracts
  A contract described in this subsection is a contract—
  (1) for—
  (A) commercial mobile service;
  (B) telephone exchange service;
  (C) internet access service;
  (D) multichannel video programming service;
  (E) a gym membership or fitness program; or
  (F) home security services
  
  *********************************************************************************
  

• Initial Complaint

  Date:09/20/2024

  Type:Order 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.

  I tried to end the contract with ***/Safe Haven beginning August 21, 2024. I have talked to at least 9 different representatives to cancel my contract due to selling of my house. My buyer can not get services because ***/Safe Haven are not communicating. On Sept 17th I talked to ***** with Safe Haven to pay the remaining balance on my account in FULL so my buyer can get security services with ***. That night a representative with Safe Haven showed up AT MY NEW HOUSE about security services. Then on September 18, 2024 another phone call in the morning harassing me to get services. I made it clear on 8/21 I didnt want *** services but I get constant calls and now representatives showing up at my house. DO NOT CONTACT ME AT ALL!!! Please see complaint 22302400 regarding ***. If this does not stop then I will contact an attorney. REMOVE ME FROM ALL MAILING LISTS. Stop harassing me. This is exactly why I am not transferring services. I had it for 8 months and for one month I didnt have a working system. ***/SAFE HAVEN please see all notes and recorded conversations. LEAVE ME ALONE!

  

  Business Response

  Date: 09/23/2024

  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. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  Based on the allegations within the complaint, we strongly suggest the customer redirect the complaint towards ***. There may be some confusion between Safe Haven’s contact attempts compared to ***’s as Safe Haven does not send mailers to solicit business. Additionally, it is important to note that the extent of solicitation attempts described within the complaint do not match the records Safe Haven has on file. Safe Haven has noted one recent attempt to solicit business, however prior to that, Safe Haven has not attempted to communicate with the customer to solicit business since 2023.

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our Leads Division to help provide the customer with peace of mind. Safe Haven has added the customer to our internal Do Not Contact (“DNC”) and Do Not Solicit (“DNS”) lists to ensure there are no further contact attempts from Safe Haven. We kindly encourage the customer to contact *** or redirect the complaint to them to ensure they also act against any unwanted solicitation on their part.

  We thank you for your time and consideration.

  
  Sincerely,

  Safe Haven Security Services, LLC

  

  Business Response

  Date: 09/25/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We acknowledge the customer’s dissatisfaction regarding the previous response, but our decision remains the same. Safe Haven has taken accountability of our actions, addressed the concerns listed throughout the complaint, and advised where some of those concerns should be redirected.
  
  At this time, Safe Haven has complied with the customer’s previous requests. Safe Haven has not attempted to contact the customer and the customer’s information has been added to our internal Do Not Contact/Solicit lists to prevent any unwanted communication. There are no further actions for Safe Haven to take. We thank you for your time and consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/17/2024

  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 through Safe Haven for a a contract at my prev home. I had to move due to unforeseen circumstances. With this in mind knowing that I have the security system contract and still very much wanted services I immediately reached out to ADT to see what my options were on March 20,2024. Due to the system being professionally installed at my previous residence, I asked if there were more renter-friendly options available and the representative that I spoke with signed me up for ADT + services and I would still be able to keep the services that I wanted I was informed I would also be in good standing in terms of my contract. The agent advised Once I activate my new services at my new residence and it was active for a minimum of (30) days, it will waive/void any termination fee. He also advised that that the contract with Safe Haven would be canceled and should I receive any additional billing afterwards that I could call in to have it waived/refunded as well. Unfortunately, I later found out that this information upon moving Apr 1st was incorrect after numerous phone calls trying to get the technical issues with setup for the new services resolved with customer support and seeing that I was being billed monthly for the ADT (Safe Haven) service for $71.99 as well as ADT + $31.99) I was sent on multiple runaround calls as no one could determine why the previous contract was not canceled and why I was being billed for both services. After finally speaking with the Account Manager from Safe Haven (******* ********) she explained to me that the cancellation fee would not be eligible to be waived since the new services that I had with ADT + were only for 12 months and did not meet the terms of the previous contract of 36 months. This information was not communicated to me upon signing up for ADT+ and I was lied to that there would be no fee as long as I kept services with ADT I have received an Accounts Receivable notice from Safe Haven for $1437.55

  

  Business Response

  Date: 09/17/2024

  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 service 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 accounts preservation management and customer satisfaction director. A member of their teams will reach out to the customer within 24-48 hours to address her concerns and offer resolution assistance towards her desired settlement. Safe Haven appreciates the customer’s business and wants to thank 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.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/16/2024

  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.

  In August 2023, we purchased our home and safe haven was supposed to install our security system to include smoke alarms. In August 2024, we had multiple issues with our system and when the technician came out it basically had to be reinstalled. During this visit he discovered that our smoke alarms were never installed as they were placed in a cabinet above the microwave. I have called multiple times and requested a refund of 1/2 the monthly fees for the last year as I only had a burglar alarm since the smoke portion was not installed. I spoke with Cameron and he had someone call me but he only offered me more devices and said he would call me back about a credit because he didn’t. I have not received a call and have left about five voicemail messages since. I would like a refund of 1/2 my monitoring fees for the last year.

  

  Business Response

  Date: 09/17/2024

  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 service 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 installations management. Safe Haven’s Escalations has contacted the customer to assure we will provide her with her follow up within 24 hours to address the customer’s concerns and offer resolution assistance to her desired settlement. Safe Haven appreciates the customer’s business and wants to thank 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.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/11/2024

  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.

  They want me to pay 1000 to cancel after i told them to cancel the first day

  

  Business Response

  Date: 09/12/2024

  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: 09/24/2024

  They told me I had 3 days to cancel I told them to cancel the first day they kept putting it off to make it past 3 days 

  

  Business Response

  Date: 09/25/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made 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. We take the customer’s allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  Based on our investigation, we were unable to identify the complainant’s name listed as an authorized user to discuss account information with. We value our customers’ privacy and at this time we encourage the complainant to contact the account holder to name them as an authorized user on the account so that we may address the concerns listed within the complaint. Please note, Safe Haven has addressed the concerns listed with with the account holder and at this time there are not further actions Safe Haven is required to take. The account holder may contact Safe Haven customer service if he has any additional questions or concerns. Safe Haven can be reached Monday through Friday, 8 AM to 7 PM central time at *************
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/08/2024

  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 person from Safe Haven Security Services came to my home in Dec of 2023. He talked me into getting a security system from ***. I was not sure I wanted to because I had dealt with *** before. I also did not want a contract. He told me I would not have a contract, well he lied. I wanted to cancel with *** and my daughter found out I do have a contract. Also I feel I was taken advantage of because I was still in mourning for my husband. He knew that too. I would just like to cancel without a penalty. They lied to me about a contract.

  

  Business Response

  Date: 09/09/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. We take the customer’s allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically term length and the rescission period utilized to enforce a penalty-free cancellation. Please note, the customer was installed in December 2023 and Safe Haven’s first and only communication received from the customer post-installation was the complaint received through the Better Business Bureau on September 9, 2024.
  
  Additionally, the customer’s complaint letter alleges that the sales representative “told her she would not have a contract”, but the evidence does not substantiate these allegations for several reasons. First, the account holder authorized an electronic signature entering into the Alarm Services Contract (“the Contract”) during the installation. Not only did the customer receive a copy of the Contract immediately after being signed, but was also provided a customary rescission period outlined on its own document (Notice of Cancellation) within the Contract, further undercutting the allegations listed within the complaint.
  
  Second, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce this 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 Notice of Cancellation document opting to exercise a penalty-free cancellation within the designated time period. When the customer signed the Contract, she acknowledged she read and understood the terms and conditions, which is contradictory to the remarks listed within the complaint.
  
  Third, the customer has not contacted Safe Haven or *** at any time voicing the concerns listed within the complaint. Safe Haven provided all necessary information upfront for the customer to review at her discretion. If the customer did not agree to the 36-month agreement, she had every right to exercise the Notice of Cancellation document and failed to. This documentation provides compelling evidence undercutting the allegations against the sales representative.
  
  In conclusion, 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 alarm services agreement. (See page 5, term 2).Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with their cancellation request. The customer may contact us directly at ************, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, he may also contact us by email at *******************************.
  
  Thank you for your time and your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 09/10/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submitted by the customer. We understand the customer’s dissatisfaction regarding the previous response, but Safe Haven provided all necessary information upfront for the customer to make an informed decision to move forward. Safe Haven did not receive a Notice of Cancellation within the rescission period or a cancellation request within the allotted time frame further making the customer ineligible for a penalty-free cancellation.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. Safe Haven is hopeful we can restore the business relationship and move forward in a positive direction. We kindly encourage the customer to utilize the previous contact information provided should the customer be experiencing any service-related concerns or have any additional concerns about their account. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/10/2024

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

  I just don't accept it. Looking forward to cutting ties when my "contract" is up
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/06/2024

  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.

  In August 2024 ****** ****** came to our house to offer us their services with Safe Haven Security Services LLC. He explained to us it will be a year contract and never has us sign a contact. We had the camaras installed and we never signed a contract. We later found the contract that was not signed by me. My name is incorrect and that was not my signature nor my initials. The contract also states it is a 24-month contact. This was completely unprofessional, and we want to end our services.

  

  Business Response

  Date: 09/09/2024

  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 excellent customer service, 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 regarding their concerns. 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. Prior to the installation, Safe Haven conducted a verbal compliance recording with the customer that confirmed her personal information, the alarm monitoring services, installation fees and the equipment package provided. The customer provided her verbal authorization agreeing to the details listed above, further undercutting the allegations listed within the complaint.
  
  Second, Safe Haven collected electronic signatures within the Alarm Services Contract ("the Contract") that detailed the terms of the agreement, specifically, the 24-month term and the rescission period. Each of the electronic signatures were authenticated by the designated email address listed within the Contract, which contradicts the customer being unaware of the terms or that the information listed was not authenticated by the customer herself. Once the customer authenticated her signature, a copy of the contract was immediately sent to the email address on file for the customer to review at her own discretion.
  
  Third, it is important to note Safe Haven has spoken with the customer regarding their concerns and have not received any documentation regarding a fraud packet or a police report as advised. We acknowledge the customer’s allegations and have provided thorough steps for the customer to follow to ensure they are addressed. Based on our investigation, we have been unable to locate any evidence to support the allegations listed.

  In conclusion, Safe Haven has gone above and beyond to ensure transparency with the terms and conditions agreed upon. Safe Haven collected verbal and written confirmation regarding the Alarm Services Contract and at this time the terms are valid. The customer was provided with all necessary information to make an informed decision to move forward as well as a rescission period to enforce at her own discretion, which she failed to do.

  At this time, if the customer would like to “end the services”, she will be subject to the early termination fees outlined on page 5 under section 2. Safe Haven can be reached Monday through Friday, 8 AM to 7 PM central time at ************* Safe Haven kindly encourages the customer to contact our customer support team if she has any additional questions or would like to move forward with the cancellation process.
  
  We thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: We would like to hear the Safe Haven conducted a verbal compliance recording. The contract was not sent to ***** ****** ** ******* and is not my signature nor initials. We have tried reaching out to Safe Haven various times for assistance and our calls keep getting cut off or we are sent to ADT and they sent us back to you guys for assistance. We have finally received the Fraud Investigation packet, and we will send that in by this week. 
  
  Sincerely,
  
  ***** ******* ** ******

  

  Business Response

  Date: 09/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. Safe Haven acknowledges the customer’s dissatisfaction with our previous response; however, our decision remains the same. During the installation, the customer was provided clear and explicit information regarding terms within the Alarm Services Contract. It is important to note that this information was provided in writing after any interactions that occurred with the sales representative to ensure the customer could make a well-informed decision to move forward.
  
  Consequently, should there have been any discrepancies between what was discussed prior to the installation and the terms presented during the installation, the customer had every right not to move forward. In this case, the customer chose to move forward and provided a signature agreeing to the terms detailed for her review. In the event that the customer did not want to move forward, she had every right to exercise her notice of cancellation within the designated time period but failed to do so.
  
  Nevertheless, Safe Haven strives for an excellent customer experience and are happy to help assist the customer with her concerns. Safe Haven kindly encourages the customer to follow the previous steps advised regarding the fraud packet and police report so that Safe Haven may take the appropriate steps to investigate this matter further. Safe Haven acknowledges the customer does not agree with our policy regarding fraud complaints, however, we must uphold our internal policies.
  
  At this time, Safe Haven is not permitted to release internal recordings. Safe Haven has been unable to locate any evidence to support the fraud allegations. The contract on file is valid, and we will be upholding the terms agreed upon verbally and in writing. We welcome the customer to utilize the previous information provided to contact Safe Haven directly should she have any additional questions. We respect the customer’s right to cancel should she choose not to move forward with our assistance, but she will be subject to early termination fees. Safe Haven thanks the customer for their time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/03/2024

  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.

  Security cameras will not stay connected to wifi and will not automatically reconnect like their technicians said they should, despite gigabit bandwidth and good signal strength. Multiple technicians have been out to address the problem but they don't know what the issue is. Tried a WIFI repeater to boost the signal and putting SD cards in the cameras as they suggested but that did not resolve the issue. One technician re-did the wiring due to there being two splices in one wire and possibility of poor splice. When that didn't work, they installed new cameras of the same make and model. Those don't work either. Now they are saying after 90 days since install they are going to start charging me to have a technician come out when they still haven't resolved the original issue.

  

  Business Response

  Date: 09/04/2024

  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 Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience. As a result, we have escalated the customer’s concerns within our installations division and have completed an onsite service visit to address the concerns listed within the complaint.

  In efforts to provide excellent customer service, Safe Haven assessed the system today, September 4, 2024, and upon arrival confirmed the cameras were in green status (connected to Wi-Fi), however, they were not able to be viewed through the customer's application. Safe Haven rebooted the camera and advised the customer that this may be something required to do on a regular basis when dealing with Wi-Fi enabled devices, but not something that should be required daily.

  Additionally, Safe Haven’s technician manager also review the customer’s internet provider and advised their specific provider may use auto-steering which may cause the router to move between 5Ghz and 2.4Ghz connections if multiple are present. In this case, the customer only had one and during the visit the customer created a separate 2.4Ghz connection point after being informed so that his router wouldn't auto-steer to the 5 GHz connection point and potentially kick the cameras offline.

  Consequently, by providing the customer this additional information Safe Haven was able to address the concerns by not only finding the source of the issue but also helped the customer create preventive measures for potential errors that may arise with the Wi-Fi. The technician manager deleted all the cameras previously connected to the 5GHz connection point and reset them to connect to the new 2.4GHz connection point without any errors. The customer confirmed the camera settings were back to the previous settings preferred and that the cameras were connected per manufacturer specifications.

  At this time, Safe Haven thanks the customer for allowing us to provide a satisfactory resolution to their concerns and are happy the customer was satisfied with our resolution efforts. We are hopeful we can restore the business relationship in a positive direction and look forward to continuing the monitoring services at the residence. Should the customer have any additional issues or need any troubleshooting we kindly encourage the customer to reach out to the designated point of contact he has been working with. Should his point of contact be unavailable, the customer may contact our customer support team at ************* Monday through Friday, 8 AM to 7 PM central time.

  We appreciate the customer and would like to thank the Better Business Bureau for the opportunity to resolve this matter. Thank you for your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 09/06/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We acknowledge the customer’s dissatisfaction regarding the previous response, but Safe Haven has provided supporting information to undercut the customer’s rejection.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but the contract terms stand. Should the customer be experiencing any additional service concerns, he may utilize the previous contact information provided to assist with any service issues he may be experiencing. Thank you for your consideration.
  

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/09/2024

  Why was this complaint closed? I have provided evidence that the issue was not resolved, and furthermore per the business's website am entitled to a refund per their money back guarantee if I am not satisfied.

• Initial Complaint

  Date:08/27/2024

  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.

  This started in January 8, 2024 when the door-to-door salesman came to my address The amount of money that I had to pay was about $65.00 3 days after my installation entry A lot of the products offered were not in the initial package that they wrote down. It was only verbal entry were not included in the package the nature of my dispute falls under misleading information ,in I found out later when I wanted to cancel that, I had three days to cancel, and that was not made clear to me I realize at least 20 days into me having the system I could not operate it. And although I try to tell them, I did not want the system .I have very bad eyesight and I told him that when he went over the contract with me and he failed to tell me about the three days the writing on the contract was very little and I explained to him I cannot read it all to verbally Let me know, what the contract stated and not once did he say anything about three days cancellation? The business did not try and resolve the issue or work with me. They told me specifically I had three days to cancel and it would be approximately $1700. If I wanted to cancel I told them that was unfair because I knew nothing about three days I only knew about a payment due in three days after the installation and I wanted them to stop the monitoring service and cancel, the arrangements that I had with ADT along with Products not being in the package. The installer told me I would need a doorbell extender to hear the doorbell because the chime was very minimal or low.e I was very upset about the whole transaction because I have double vision I feel taken advantage of because that was, a major part of the contract that I should have been told about being so I asked for the help ADT did not offer any type of help regarding my cancellation I feel horrible about this because I have a disability and I feel was taken advantage of showing you can’t trust them to be honest and with me they were not

  

  Business Response

  Date: 08/27/2024

  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: 08/28/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made 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. We take the customer’s allegations of being unaware of the customary rescission period and misleading sales tactics seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically, the rescission period. The customer opted to upgrade the monthly monitoring rate during the installation and signed the Alarm Services Contract (“the Contract”), which included a Notice of Cancellation document. This document provides explicit details of the 3-day rescission period and the steps to enforce this right further undercutting the allegations listed against the sales representative and the installation technician.
  
  Consequently, when the customer signed the contract, she acknowledged she read and understood the terms and conditions of the Contract which is contradictory to the concerns listed within the complaint. Safe Haven spoke with the customer during the rescission period and verbally informed her of the 3-day right of rescission on January 11, 2024, when she disputed an additional charge presented by the technician. Safe Haven corrected the technician and advised the customer that the relocation of her equipment would not be charged since she was within the designated rescission period. Safe Haven did not intrude on the customer’s right of rescission or prevent the customer from enforcing it, as it simply required the customer to sign and date the Notice of Cancellation during the designated time frame. 
  
  Additionally, Safe Haven was not made aware of any disabilities or any service dissatisfaction until well outside the rescission period on January 29, 2024. The customer also confirmed she spoke with ADT and was advised she would need to fulfill the early termination fee balance within 30 days of her cancellation request being processed. Safe Haven later confirmed and advised the customer the amount owed would need to be paid in full by July 2, 2024 to avoid additional collection efforts.

  At this time, the account has cancelled and has been sent to an outside collection agency with a remaining balance left due. We acknowledge our decision may be unfavorable, but Safe Haven is unable to waive the early termination fee balance or correct any credit reporting on the customer's account. Safe Haven provided all necessary documents  for the customer to review and exercise at her own discretion upfront and she failed to do so. We kindly encourage the customer to reach out to the collection agency and  fulfill the remaining balance owed to prevent any further collections efforts. We appreciate your time and thank you for allowing us to address the customer's concerns.
  
  Sincerely,
  Safe Haven Security Services, LLC