Complaints

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

• Initial Complaint

  Date:06/03/2024

  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.

  I signed up (reluctantly) for an installation. The guy said I could cancel and they would not charge my account. I tried reaching out to the sales rep to cancel and he didn’t respond. I called the ###-###-#### number and waited for 30 minutes so I emailed my cancellation (as they provided an email address for customer service). I heard nothing so the next day I called and spoke to someone. I cancelled the installation and they said my card would not be charged. Of course I was charged $149 on the date of my installation and now I can’t get anyone to refund my money. I’ve emailed, called, left messaged, etc. no response. I want my money back.

  

  Business Response

  Date: 06/04/2024

  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 and deeply regrets any frustrations the customer has endured based on the details of the complaint. We would like to take this opportunity to  provide additional clarity to the customer’s concerns. Safe Haven acknowledges the customer’s dissatisfaction with the refund process, however, the refund request was submitted 5/23/2024, and completed on 6/1/2024.

  Additionally, Safe Haven’s retention team provided email confirmation to the customer notifying her of the account and appointment cancellation the same day the request was issued on 5/23/2024. Safe Haven apologizes our follow-up efforts did not meet the customer’s expectations and in efforts to improve the customer experience overall, we will use this account as reference for additional training opportunities. The refund in question has been completed and issued back to the original payment method on file.

  Given the above, there are no additional actions for Safe Haven to take. If the customer has any additional questions, we kindly invite the customer to contact our customer support team at ###-###-####, Monday through Friday 8 AM to 7 PM central time. Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:06/01/2024

  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 regret engaging with these individuals. They approached me on the day I moved into my new home, claiming to be representatives of ADT. They proceeded with a relentless sales pitch. The representative posed as a direct ADT manager and offered a free setup, assuring me of discounts after I disclosed that I had recently become a widow and could not afford their systems. He promised to waive certain fees and even offered to provide cameras for free, initially implying they were from ADT but later admitting he would purchase them from Amazon with his own money. On the day of installation, no cameras were provided. The representative texted me, advising not to request the cameras because it would be considered upselling, despite his claim of already purchasing them. The cameras never arrived, and when I called on the fourth day to cancel the subscription, I discovered I was one day past the three-day cancellation period—information I was never made aware of. They had installed the system the very day after I moved in, giving me no time to reconsider. When I realized the equipment was faulty, I was informed that I could not cancel. Despite providing all possible evidence, including proof that I was promised the cameras and that the contract was signed under false pretenses, they refused to release me from the contract. The manipulation and deceit. They stated that the agreement was between me and my sales rep; not them and that I had to honor the contract.. Come to find out, days later, they fired the sales rep due to the situation but still would not allow me out of the contract. The sales rep to this day, never bought the cameras that I initially thought was from adt or the blink cameras that he tried to smooth me over with. I just want the contract cancelled.

  

  Business Response

  Date: 06/03/2024

  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 conducted a thorough review of this account and would like to take this opportunity to provide additional clarity. While we acknowledge the customer’s frustration with the sales representative, the agreed upon terms listed throughout the Alarm Services Contract (‘contract”) are valid. The alleged promises the customer has described with the sales representative were not included in the alarm monitoring services, nor were they a part of the contract terms and conditions the customer signed.

  Given the above, if the customer would like to terminate the alarm monitoring services, she would be subject to an early termination fee. Safe Haven kindly encourages the customer to contact us directly once she has decided how she would like to move forward. Safe Haven can be reached at ###-###-####, Monday through Friday 8 AM to 7 PM central time.

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

  

  Business Response

  Date: 06/04/2024

  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 is provided clear and explicit information regarding the terms of the Alarm Services Contract. It is important to note that this information is provided in writing after any interactions that occur with the sales representative initially, to ensure the customer can make a well-informed decision to move forward.
  
  Consequently, should there be any discrepancies between what is discussed prior to the installation and the terms presented during the installation, the customer has every right not to move forward. In this case, the customer chose to move forward with terms that did not include cameras 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. We acknowledge the customer has expressed issues with the services installed and are happy to help provide resolution assistance. If the customer would like to upgrade her services to include cameras, she is more than welcome to do so within 90 days of acquiring monitoring services. The customer will be subject to the associated equipment cost and fees, but we are happy to help provide her with cameras should she choose to move forward with an upgrade.
  
  Given the above, Safe Haven acknowledges the customer does not agree with our policy regarding penalty-free early termination, but in order to qualify for a penalty-free release, the customer must first contact Safe Haven within the designated rescission period to qualify. Since the rescission period has expired the customer is no longer eligible to enforce her right of rescission. Safe Haven acknowledges the customer’s complaint involves owed cameras, but the suggested cameras discussed were not included in the original sales package or part of the contract terms signed.
  
  At this time, we welcome the customer to utilize the previous information provided to schedule a return service visit if she would like to upgrade her monitoring service package to include cameras. We are optimistic in helping provide a resolution to service issues the customer may be experiencing, but we respect the customer’s right to cancel should she choose not to move forward with our assistance. Safe Haven thanks the customer for their time and their consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because as stated before, I asked ******, the representative about the cameras being apart of the bundle as shown in the text message. At this point, the cameras being provided was at the promise of the representative that works for Safe Haven. I went forward trusting that I would get the cameras that I initially thought were going to be apart of the package from Safe Haven. Why is it that the representative was fired from the company due to this issue but the company refuses to acknowledge his wrong doing that made me sign the contract in the first place? as mentioned before, the false pretenses that manipulated me into the contract in the first place should be addressed. 
  

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

• Initial Complaint

  Date:05/28/2024

  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.

  A representative of Safe Haven came to my home to install equipment for new service. He drilled through my walls and did not seal the holes causing damage to my walls and electrical outlets. The equipment never worked properly and after 1 year I attempted to cancel service where I was educated that we were put under a 3 year contract without knowledge. We were provided said contract and it is obviously not the signature of myself or my husband. We sent in several packets to ADT in an attempt to cancel service and not be under contract due to fraud but got no where. The safe haven representative forged our signature causing us to pay several hundreds more for services as well as penalty fees.

  

  Business Response

  Date: 06/04/2024

  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 itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven deeply regrets any frustrations the customer has endured based on the details listed in the complaint. After reviewing the account records Safe Haven has conducted a thorough investigation of the account, and we respectfully disagree with the customer’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and the customer’s interactions with customer service. Please note, Safe Haven has not been to the customer’s residence since October 2021, nor did the customer express any damage concerns.
  
  Instead, the customer first made any mention of dissatisfaction or alleged fraud in November 2023. Safe Haven was notified of the customer’s fraud allegations through ADT and Safe Haven informed ADT the contract on file was signed and authenticated electronically through the customer’s personal email address with a copy provided immediately during the installation. Safe Haven also reminded ADT the Alarm Services Contract (“contract”) documents included a Notice of Cancellation, advising the customer of the three-day period in which they could cancel or rescind the contract. That Notice ensured the customer had ample opportunity to review the contract even after the installation further undercutting any fraud allegations.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part. Should there have been any damages of concern at the lengths in which the customer has described within the complaint, the customer had ample opportunity to contact Safe Haven and failed to do so. The customer provided valid signatures (both physical and electronic) to authorize the contract and the purchase of additional equipment. Due to the validity of the contract, the customer would be subject to the early termination fee terms. The details of this can be found within section 2 on page 2 of the contract.
  

  At this time, the customer is outside Safe Haven’s warranty period. Safe Haven kindly encourages the customer to contact ADT at 877-238-2727, to address any additional concerns moving forward. Thank you for your time and understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC
  

  
  

  

  Business Response

  Date: 06/04/2024

  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. After reviewing the account records Safe Haven has conducted a thorough investigation of the account, and we respectfully disagree with the customer’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and the customer’s interactions with customer service.
  
  During the installation, the customer was provided clear and explicit information regarding Safe Haven being an Authorized Dealer, the terms of the Alarm Services Contract (“contract”), and time stamp and date analytics to confirm when the customer received, reviewed, and signed the contract. It is important to note that this information is provided in writing after any interactions that occur with the sales representative initially, to ensure the customer can make a well-informed decision to move forward.
  
  Consequently, should there be any discrepancies between what is discussed prior to the installation and the terms presented during the installation, the customer has every right not to move forward. In the event 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. Additionally, Safe Haven has zero call records the customer attempting to contact us at any time after October 2021 to November 2023, further undercutting the customer’s allegations of Safe Haven’s failure to return multiple contact attempts made.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part. Due to the validity of the contract and the time that has surpassed since Safe Haven has originally obtained services, the customer would be subject to any associated early termination fee assessed. Safe Haven kindly encourages the customer to contact ADT to address any additional concerns moving forward. Thank you for your time and understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 06/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: The agent requested that I open the email on my phone and hand my phone back to him to "finish setup" of my account. The agent intentionally misrepresented what he was doing and said that if I had any issues that I give him a call directly which was done and I'd be happy to supply call records reflecting that. I have contacted ADT in this matter several times and was not aware that there was a contract issue or that there was a contract until 1 year of service. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/28/2024

  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.

  Last July 2023, we had ADT security systems installed in our home by Safe Haven security. During initial installation, doorbell camera had chattering feedback. Tech ordered replacement. Replacement was installed two weeks later, with same condition. Tech explained a resistor could be installed that would correct condition. Tech never returned. 10 months later, device fully failed. Called ADT, who had us call safe haven, both claim full warranty for device. Safe Haven wants upfront payment for Tech to repair. We never had a correct working device with initial installation. We are forced to pay upfront service charge or do not have a front doorbell. Although, the contract states after 90 days, a service charge is imposed for on-site service visits, shouldn't a working installation have been performed inside of the initial 90 days? We are paying for a contract that was never initially fulfilled by the vendor. I mentioned on the phone to the customer rep that I could plug in the new doorbell camera if shipped and return the inoperable one. Any person that can read and turn a Phillips screw can remove and reinstall their doorbell camera. I am unbelievably disappointed by having a broken component that was never installed correctly from day one. Why can Safe Haven not fulfill their part of the contract, but expect me to continue paying for a service that was not working correctly from day one, beginning with installation? BBB, please help me out. I do not expect anything beyond what was agreed to, from the beginning. The equipment did not operate as should, it's documented on their end, why are you not willing to correct what you said you would from the beginning? Like paying for fries, getting empty container, and paying again, to finally have fries inside. Very simple, I would like a working component as promised on day one of the contract. No more, no less, and not pay upfront for you to correct your error.

  

  Business Response

  Date: 05/31/2024

  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 would like to take this opportunity to acknowledge the customer’s concerns and provide additional clarity. Safe Haven values its customers and strives for an excellent customer service experience, and we deeply regret any frustrations the customer has endured based.
  
  As a result, we have escalated this complaint to the highest level within the installations division and they are diligently working with the customer to help provide a satisfactory resolution. Safe Haven kindly requests the customer to return the previous contact attempts made so that we may schedule a return service appointment and address any additional concerns the customer may have. Safe Haven apologizes for any inconvenience caused and appreciates the customer’s understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 06/04/2024

   
  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:05/24/2024

  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 started service with them on May 4th, and on May 6th, I called them to remove some of the security devices, because I didn’t not want to pay for them. They came on May 10th, to remove the equipment, fast forward to May 24th, I still have not received my refund. I called to ask about my refund on Monday 20th, they said they would give me a call and I have not received that call, I had to call them on the 24th, and was told it is waiting to get approved. I asked for a manager, the representative could not get a manager, I requested to cancel my service and that they can take the equipment, I was informed by the agent that I would be charged a early termination fee of over $1700.00, I told her that I was told by the representative when I signed up that I could cancel anytime, she stated sorry you were told that. I had to pay $1752.80, May 24th, they are a company that practice the bait and switch once they get you. I had the equipment for only 20 days and they charged me an early termination fee, that was never mention to me by the sales person. The representative told me since I was a veteran I would be getting all these perks and that I could cancel anytime, and today when I canceled they charged me the whole length of the contract. I should not be responsible for the whole contract, when they could not resolve a simple issue of refunding me my money back to my account for the equipment I returned on May 10th. I’m still waiting on that amount to be refunded to me and they haven’t told me that amount. I spent $2500 on equipment and returned most of it, even though the installer tried to tell me what I needed in my home after I told him I did not want the equipment. I had to be assertive and tell him what he will be removing from my house.

  

  Business Response

  Date: 05/28/2024

  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 would like to address the customer’s concerns and take this opportunity to provide additional clarity.
  First, Safe Haven would like to issue a formal apology for the duration of time the refunds process took. Safe Haven spoke with the customer on 5/24/2024 and provided details regarding the refunds generated on his account totaling $2,055.36. The customer was advised the refunds may take 7-14 business days (not including holidays or Sundays) to reflect back to the original payment methods used. Below, I have listed the details of each refund generated for the customer’s account:

  A refund totaled at $1,500 for Synchrony Financing loan was generated back to Synchrony.
  A refund totaled at $419.02 for a flex payment portion was generated back to a Visa card on file
  Two refunds totaling $136.34 ($84.40 for the upgraded security activation fee and $51.94 for the standard activation fee) were issued to a second Visa card listed on file.
  
  Additionally, Safe Haven acknowledges the customer’s request to terminate services and respects the customer’s right to cancel. However, in the event a cancellation request is issued outside the designated time period detailed within the contract, the customer is subject to the early termination terms and fees associated outlined within the Alarm Services Contract signed. These terms can be located on page 5, section 2. EARLY TERMINATION OF THIS CONTRACT.

  In efforts to provide excellent customer service, a member of our customer support team spoke with the customer at length regarding the cancellation process. The customer was provided detailed explanation regarding the early termination fees associated with terminating services prior to the full term and apologized for any misunderstandings that occurred when he was allegedly advised he “could cancel at anytime”. Safe Haven appreciates the customer’s business and wants to thank the customer for allowing Safe Haven to address the concerns listed. Safe Haven kindly encourages the customer to contact us at ###-###-####, Monday through Friday 8 AM to 7 Pm central time should he have any additional questions.

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

• Initial Complaint

  Date:05/20/2024

  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 bought a new house in November of 2023. On the 29th of November I had my new security system put in. I didn't get all the bells and whistles but I got a lot. Spent $2700.00 and was told my monthly payment would be 54.00. I thought no big deal for piece of mind. I would just work a few more hours to make up the 2700. By Christmas, I already had to call the service line because my door sensors were going bad. January they came because the whole system was on bypass.so you didn't really arm the system. The panel would not connect to WI-FI. They came every 2 weeks in January and February because of that. Still never fixed it. Starting in march I had a smoke detector going off for no reason. They came to look at it, ( did not replace it) just took it off line for 2 hours then reinstalled it. Everything was fine for about 4 hours then it set off a critical alarm were ADT and the fire department are calling me because there is a fire. (Not really) that went on all night!!!! Every 2 hours the fire alarm went off! They couldn't get a person to me for 3 days. They suggested taking the batteries out of smoke detector until someone could come look at it. I did that and it still went off every 2 hours! After 2 days of this and me calling and screaming at people someone finally came. He replaced the smoke detector and said my panel is not connecting to WI FI...... no shit!!!! He put in a request to have it replaced. They never showed up. And smoke detector started freaking out again. At this point I was done. I called and canceled my service. I got no push back, my questions as to why. They didn't care at all. Just told me I had to pay off my 3 year contract (I don't remember signing that) which of course is another 1200 bucks. I then asked if they could come get this stuff out of my house because it doesn't work. They said NO it's mine I have to do it. Which means I have to hire someone. More money! I hate ADT. I have told everyone my story

  

  Business Response

  Date: 05/20/2024

  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: 05/28/2024

  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.
  After reviewing the account, Safe Haven attempted to provide resolution assistance beginning in January 2024 and multiple occasions throughout March 2024. Safe Haven respects the customer’s right to cancel and once the customer issued a formal cancellation request with ADT following the service visit conducted on 3/30/2024. Once the customer’s request was issued, the customer did not contact Safe Haven for any additional service resolution assistance outside of honoring the cancellation request.

  Safe Haven appreciates the customer’s business and wants to thank the customer for providing details of their experience, however, at this time Safe Haven is unable to refund the early termination fee that was paid or remove the equipment that was installed. When the cancellation request was issued without the system being deemed inoperable and occurred outside of rescission, the customer was subject to early termination fees. We acknowledge our decision may be unfavorable, but we are upholding the terms signed by the customer.

  Thank you for your time and consideration.

   

  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:05/20/2024

  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.

  On May 10, 2024, a Technician with Safe Haven an authorized dealer with ADT performed installation services in our newly purchased home, after several times of us declining an upsell which did not leave him very pleasant. Both ADT and Safe Haven placed a hold on my account for their separate charges, on 5/10/24 which cleared 5/13/24. My husband and I decided the experience was not favorable and we will seek security services elsewhere (which we did and made a payment). I contacted the sales rep who then tried to convince us to keep the service I declined; she told me we are cancelling within the 3-day window so we will be due a full refund once they retrieve their equipment. Unfortunately, I had to constantly be calling safe haven and ADT to cancel because "they were busy, and someone will call me back". On Wednesday 5/15 after speaking with THREE different people and given a cancelation number by the ADT representative, I asked about a refund and was told once they have the equipment I'll be issued a refund, nowhere in any conversation on 5/15 was i told that they will keep my account open for 30 days "in case I change my mind" so after 30 days I'll receive a refund of the $68.05 from ADT. They retrieved their equipment on 5/16/24 and they confirmed that was done. This is unacceptable. I asked for a manager the Rep refused to have me speak with a mgr. kept repeating the same script. I just want my money back, I've done everything correctly and should not be inconvenienced because they think they can hold on to my funds, It may not seem like a lot to some but that's a tank of gas for my vehicle. The rep suggested to dispute it with my bank, that's more inconvenience associated with that process.

  

  Business Response

  Date: 05/18/2024

  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: 05/23/2024

  Dear Better Business Bureau,
  
  After reviewing the customer’s complaint, it appears there is some confusion about the appropriate company to address the customer’s concerns. Safe Haven does not have authority over ADT’s refund policy, and we strongly encourage the Better Business Bureau to redirect the customer’s billing concerns to ADT corporate.
  
  Thank you for your consideration.
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:05/17/2024

  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.

  We started services with ADT Sep of 2023 and since day one we have been unable to use the equipment and it has been nine months. We called ADT and asked for a service tech to look at the cameras and wall mount and they sent a tech out who not only brought his children to the appointment but had to use our tools and was not able to fix the issue. We have now spent 630.63 on a security system that we can't use. The monitor is off and we cant turn it on but they won't come out unless we pay them a service fee of $96.00. We want them to take back their faulty equipment and cancel our contract with no penalties.

  

  Business Response

  Date: 05/17/2024

  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.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have contacted adt there is a record and their tech did not fix the issue. The camera to the garage isn’t working the pad in the house turns on and off and we were told they would have to charge us a service fee if we want them to fix or check out the issue. I’m not paying another dime to this company. I’m not requesting a refund all I want is for them to come get their POS equipment and end the agreement with adt we will be buying our own cameras bc this system is crap. If i have to I will be getting an attorney bc how safe is this system the camera work when they want and the garage camera hasn’t worked for months now and the tablet goes on and off we don’t get calls about our equipment not running. Vivint security from my personal experience will call and it has back up power this system isn’t even comparable. I want it gone!!!!
  
  Sincerely,
  ***** *********

  

  Business Response

  Date: 05/28/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. We acknowledge the customer’s dissatisfaction with our previous response; however, our decision remains the same. Safe Haven cannot speak on ADT’s behalf, however, we have attached the email correspondence with ADT confirming they do not have any records that match the customer’s characterization of service visits.Safe Haven kindly request the customer issue any service related concerns directly to ADT moving forward. Thank you for your time and understanding.

  We appreciate your consideration.
  
  Thank you,
  Safe Haven Security Services,  LLC

• Initial Complaint

  Date:05/16/2024

  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 was led to believe that I could secure both my units for $63 a month. This turned out to be a totally false claim. Equipment was installed prior to being told that the fee would double. The equipment that was installed never worked, I.e., the camera. I decided to cancel the contract. ADT has retrieved ALL of their equipment yet is still attempting to bill me. I paid over $400 on equipment I do not have and am expected to pay for services that ADT can’t provided because I do not have any of their equipment. I am seeking a full refund of all charges incurred.

  

  Business Response

  Date: 05/29/2024

  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. We would like to apologize for our actions and honor the customer’s cancellation as 3-day right of rescission request and provide a penalty-free cancellation.

  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 dealer support team to update the cancellation within the rescission period and have a member of Safe Haven’s escalation team reach out to the customer within 24-48 business hours to address the customer’s concerns and confirm the cancellation request.

  Given the above, we acknowledge the customer’s request for refund, however, at this time the customer has issued chargebacks through her credit card company towards all payments collected by Safe Haven. At this time there are not any payments left to refund that have not already been charged back and issued back to the customer’s credit card company. Safe Haven appreciates the customer’s business and wants to thank the customer for their patience and understanding while we work towards a satisfactory resolution for the customer. We look forward to resolving this matter and moving forward in a positive direction.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:05/16/2024

  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.

  This company was subbed out to install my adt security system. Didn't install a camera nor thermostat, and have not come back. Part of the equipment was installed on 4/16. They claimed they would come back a week later but no show nor any calls. Was told that there was no cancellation fee, and it turns out there was a 75% of contract amount, despite them breeching the contract. I would not have entered into the contract if I knew there was an early cancellation fee. Safe haven claimed they have no limitation on how long to install the equipment. Things were misrepresented to me on this 36 month contract, I should not have to pay this fee, I would like this rescinded since the contract is breeched by not installing important pieces they said they would install.

  

  Business Response

  Date: 05/28/2024

  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 division. An installation manager will be reaching out to the customer within 24-48 business hours to address the customer’s concerns and offer resolution assistance. 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