ComplaintsforSafe Haven Security Services, LLC

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  10/23/2024

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

  

  Business response

  11/05/2024

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

   

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

   

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

   

   

  Thank you in advance!

   

   

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

  Customer response

  11/05/2024

  
  Complaint: 22458943
  
  I am rejecting this response because:

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

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  10/14/2024

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

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  10/01/2024

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

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

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

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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 customerservice@mysafehaven.com.
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC
  

  

  Business response

  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 response

  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

  09/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  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 response

  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

  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

  09/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

*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. ↩