ComplaintsforSafe Haven Security Services, LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  my contract states 45.99 month they are trying to charge me 55.99 , it too them 3 months to get my alarm installed and they charged me for every month . sent multiple different technician's to perform the same job. multiple comments about my collection and girlfriend very unprofessional

  

  Business response

  08/23/2024

  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 incorrectly billed 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 monthly monitoring rate. Please note, the customer was installed in March 2024 and did not contact Safe Haven at any time voicing the concerns listed within the complaint until August 2024.
  
  Additionally, Safe Haven collected an Alarm Services Contract (“the Contract”) that reflected the monthly monitoring rate of $55.99. This rate can be found throughout multiple pages within the Contract, specifically the first page right below their signature. Included in the Contract is the Notice of Cancellation page which provides explicit details of the 3-day rescission period and the steps to enforce this right in the event a customer no longer wants to move forward with the terms originally signed for (the $55.99 monitoring rate).
  
  Consequently, when the customer chose to forgo utilizing their Notice of Cancellation document, they agreed to the terms and conditions signed for. It is important to note, 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, they acknowledged that they read and understood the terms and conditions, which is contradictory to the customer’s remarks alleging he signed at a lower monthly monitoring rate.
  
  In conclusion, Safe Haven is unable to issue any refunds to the customer or reduce the monthly rate as desired. We value customer satisfaction and although the customer has expressed they will no longer pay the for the monitoring services that were signed for, Safe Haven strongly encourages the customer to contact ADT Billing to discuss alternative options regarding downgrading their monthly rate. Safe Haven does not have authority over ADT Billing, and at this time we must uphold the terms signed. The customer may contact us directly if he has any additional questions. Safe Haven can be reached 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 customerservice@mysafehaven.com.
  
  Thank you for your time and your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 24, 2024 a representative from Safr Haven Security, *** ********, came to my home to sell an *** security system. The system was installed the same day. I left home and when I returned it did not ask me to disarm the system. It was done automatically. I was told I would have to put in my code to disarm it which is what I was expecting. If it disarm automatically, someone could follow me in the house and I would have no way of alerting ***. The second issue was the video doorbell had a lot of static and did not alert me that someone was on my porch until they actually rang the bell. I was told it would alert me once someone was on my property whether they rang the doorbell or not. I tried to call Roy the day before and got no answer, so I sent a text message asking for someone to come out and fix my system. I was told the "head technician" would come out but they ended up sending the same person who installed the system. I decided to cancel my service and the technician removed the equipment on July 26, 2024. I was told by Jacobi, *** rep, that I would get an email showing I canceled my service. I never received an email. I was also told a refund pf $70.07 would be issued once the equipment was received. The equipment was received on July 26, 2024 when the technician came to uninstall it. I called back about the refund and was then told it would take 30 days. I had the system for less than 48 hours and it didn't work properly from the day it was installed. *** took the payment from my account within one day of installation, now they are giving me the run around regarding refunding the $70.07 for my first month payment when I only had the system two days.

  

  Business response

  08/09/2024

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

  

  Business response

  08/15/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. This appears to be a duplicate complaint. Safe Haven previously responded to this complaint on August 12., 2024. We understand the customer has some concerns regarding billing and cancellation, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience.
  
  Based on the information provided, we would kindly request the complaint be redirected towards *** corporate. Safe Haven does not have authorization over monthly monitoring fees assessed by ***. Any questions or concerns regarding payments drafted directly by *** will need to be addressed with *** directly. Please note, ***'s cancellation process takes 30-days to complete and any refunds due are issues once that process is completed. After reviewing  the account records, *** reflects the account cancellation will be completed on August 28, 2024.We hope this helps!
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The work order was created 7/11/24 and tech came 7/13/24 I didn’t pay anything But this company never told me i had to be in contract with them for three years. They told me my monthly bills would be $63 a month and that my insurance would pay for my equipment and they also told me my insurance would mail me a check after getting every thing installed. They told me i would get a smart home panel 2 door sensors 3 window sensors 1 smoke sensor 1 camera a a door bell I want to dispute the fee that they are charging me that is 1700 because like i said the sales man supposedly manager told me there was no contract with them that cameras work without wifi that my home insurance covers the equipment and that after getting everything installed that my home insurance would mail me a check for certain amount of money. When the tech comes we start talking and i was telling him everything the sales man told me and then he tells me that none of that is true and that once you signed all the paperwork is a contract that you’re signing with them for three years. After that i called the insurance and tech guy was correct my insurance doesn’t cover the cameras and doesn’t mail checks just because. This sales man got me into getting the service with them with a bunch of lies which it’s something i don’t appreciate. And he also told me that my bill would be 63 dlls and that my first month its free which was another lie because not even a month and i get my first bill of almost 150. I tried contacting a manager or someone higher to fix this and the company didn’t want to do anything about it all they told me its to expect a cancellation fee. Its unfair having to pay them $1700 when tell lied to me about everything just to get a sale plus i still dont have half of the things installed. I only have the panel and smoke detector installed everything else its not here at my house. I dont even know how the cameras work or the door bell or anything since the system is not fully installed yet

  

  Business response

  08/14/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. 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 additional remarks. Safe Haven would like to take this opportunity to provide additional clarity.
  
  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 signed an installation work order which details the 36-month term and the monthly monitoring rate prior to the installation, further contradicting the concerns listed within the complaint.
  
  Additionally, the customer’s complaint letter alleges that the sales representative misled her into thinking equipment was paid for by her insurance company, but the evidence does not substantiate these allegations for several reasons. First, the account holder conducted a verbal recording prior to the installation confirming the equipment package provided by the sales representative in addition to the itemized list of equipment to be installed within the Alarm Services Contract (“the Contract”) that can be found on its own page. Not only did the customer receive equipment at no cost, but the sales representative also permitted the customer to have installation fees waived.
  
  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 consumer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation. When the customer signed the Contract, they acknowledged they read and understood the terms and conditions, which is contradictory to the customer’s remarks she was not made aware of the contract.  The customer was not only informed of the contract terms  prior to the installation, but signed both documents that explicitly detailed the term length in writing for the customer's review. This documentation provides compelling evidence undercutting the allegations against the sales representative.
  
  Third, the customer’s residence required electrical adjustments to be completed prior to the installation of the cameras. Due to the pending electrical adjustments, Safe Haven scheduled a return service appointment to install the cameras on August 6, 2024. Unfortunately, Safe Haven was unable to complete the service appointment based on the customer’s request to forgo the installation of cameras and to terminate the services altogether.
  
  In conclusion, 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 cancel at any time of their choosing, however, in the event a customer wishes to terminate services outside the designated rescission period, they are subject to the early termination fees referenced within the contract. (See page 5, term 2). The customer may contact our customer support directly at ************, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach customer support by phone, she may also contact them by email at customerservice@mysafehaven.com.
  
  Thank you for your time and your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

  

  Business response

  08/19/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. Safe Haven acknowledges our decision may not be favorable, but our decision remains the same. After reviewing the additional remarks, Safe Haven believes there may be some confusion around the fee being referenced within the complaint. The customer was not required to pay out of pocket for additional equipment, nor did the customer purchase any additional equipment during the installation. The fee being referenced is the early termination fee quoted when the customer requested to terminate the services outside of rescission.
  
   Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. It is important to note, under the customer’s own admission, she has advised she failed to read all the necessary information upfront at her own discretion. This information is compelling evidence to undercut the customer’s additional remarks and the misunderstanding referenced above regarding the fee quoted.
  
  Additionally, Safe Haven is not permitted to release internal call recording records. The call recording referenced has been reviewed and at no point does the sales representative reference an insurance company or any reference to equipment being provided by an insurance company. During the call, the customer is provided a detailed list of the equipment included in the package given by the sales representative, and she verbally confirms her acceptance of the package. Safe Haven received both verbal and written confirmation from the customer regarding the equipment provided at no upfront cost to her.
  
  Consequently, once the customer had services installed, she was well within her right to terminate the services penalty-free but failed to do so. Safe Haven made a conscious effort to maintain transparency and ensure that the customer fully understood the terms and conditions of the agreement and the customer chose not to review the explicit terms. 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.
  
  Given the above, Safe Haven does not admit to any wrongdoing on its part. 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 monitoring services agreement. (See page 5, term 2). 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

  Customer response

  08/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I already explained my frustration the sales representative lied to me about about the equipment being covered by the insurance and the insurance supposedly mailing me a check and lies about other things i had already mention. You guys say you guys have recordings but yet dont want to show them to me. Its not fair what you guys do to customers and what you guys make your sales reps say in person and you guys deny it at the end. I will male sure to tell other people how you guys work. And i will blast this company everywhere. What about taking $139.00 dollars from my account after I cancelled???? Also here is proof i been trying to text the sales rep telling him about all the lies he told me but he knows he lied to me about everything thats why he tries calling me instead because you huys dont want proof about everything im saying is true. And the way I accepted about not reading what I signed was because the sales rep was explaining to me every that was supposedly on there. And you guys should do the same and accept your sales representative was wrong and did everything wrong and lied to your customer. Lets be realistic you know very well that a cancellation fee is for the equipment nobody will give free equipment worth alot of money. I got it because they said my Insurance will cover it. One more thing in the messages there is also proof that you guys sell cameras for $100 and when tech was at my home he said that wasn’t true. That should be enough proof this person lies alot
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On March 27, 2024, I agreed to a contract with ADT, and the salesperson was *** ******. I asked what happens if I move and *** told me that the account would be closed and disconnected, to leave the equipment, and they would transfer the account to the new address and it would not cost me any additional money. So, when I moved, that was not the case. On June 20, 2024 a tech came to my new address, installed new equipment and I said I had to pay $240.38 as a down payment for the new equipment. I explained to him what the salesperson told me and he said that was a mistake. I didn't want to pay $1800.00 to cancel the contract, so I paid it and agreed to a new contract. The problem is besides being told the wrong information, ADT has not disconnected my account from the old address since June 15, 2024 and continue billing me $68.47 through my credit card account. And they also bill me $26.74 for my new account. I've chatted with people through myADT account to try to resolve the problem, and I've also called and spoke to a rep. This has been going on since June 15, 2024 and ADT has taken $68.47 out of my account in June and July while billing me for the new account. This should be an easy fix. Disconnect and cance* *** ***** *** Gulfport, MS account and refund the two months payments of $68.47. This has been extremely frustrating. They didn't honor their mistake, they don't know how to manage an account, and it is impossible to speak with a company person directly. I want my contract cancelled, and my money refunded, $377.32, (2 months of old address and equipment deposit at new address). Safe Haven Security is the authorized third-party provider and they can only waive a cancellation fee. There should not be a cancellation fee, since I continued ADT service at my new address. **** ******** ***, Ocean Springs, MS 39564. You have my account number because you billed me $26.74 for my new account. I never received an email from Safe Haven on 7/23/24.

  Customer response

  08/13/2024

  My account number for **** ******** St., Ocean Springs, MS 39564 is: **********

  

  Business response

  08/13/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. After reviewing the customer’s complaint, Safe Haven Security Services, LLC (“Safe Haven”) addressed the customer’s complaint on August 12, 2023, directly with ADT Corporate. This complaint appears to be a duplicate complaint that was previously sent and addressed by ADT.
  
  After reviewing the account records, Safe Haven has been working with ADT regarding this customer’s account since July 30, 2024. Unfortunately, Safe Haven was unable to locate any evidence to support the information listed within the thread communications. Please note, there is not a “*** ******” associated with the customer’s account, nor was that the name of anyone listed to have worked on the account from Safe Haven. This dates back from prior to the installation all the way to present time.
  
  Nonetheless, Safe Haven provided the customer with the following details through email explicitly regarding relocation on July 23, 2024.
  
  “Dear ******,
  
  I hope this message finds you well. My name is ***** from Safe Haven Security, and I'm writing to address the cancellation of your ADT security account at *** ***** **.
  
  According to notification received from ADT, you have requested to cancel your account due to relocation. If this information is incorrect, please contact ADT directly at ###-###-#### at your earliest convenience to rectify any misunderstandings.
  
  It's essential to understand that per the terms of your contract, cancelling your account before the completion of the 36-month agreement will result in an early termination fee. This fee is calculated at 75% of the remaining balance of the contract, plus any past due balance.
  
  To avoid incurring this fee, you must retract your cancellation through ADT directly by 8/11/2024. Alternatively, you may relocate your services through ADT directly. They can be reached at ###-###-####, option 6, should you wish to utilize this option.
  
  NOTE: For a relocation to dismiss your Early Termination Fee, the new account must be fully active and Safe Haven must be notified of this new account activation. Additionally, the newly activated account must be 36months in duration.
  
  If you have already relocated your services through ADT and have an active account, kindly provide me with your new address, primary phone number, email, or ADT BLUE ID # on the new account.
  
  Should you decide to proceed with the cancellation of your account, please contact me at your earliest convenience to settle the early termination fee balance. Failure to do so will result in your account being forwarded to our outside agency for collection of the fee.
  
  You can reach me directly at ###-###-#### between the hours of 8 am-5 pm, Central, Monday-Friday to discuss your account. Alternatively, feel free to respond to this email.
  
  Thank you for your attention to this matter.
  
  Best regards,”
  
  Consequently, when a customer relocates and terminates the services, they are subject to early termination fees. Safe Haven advises customers they may avoid paying early termination fees if they reactivate services with ADT directly within ADT’s allotted time. Once the previous account with Safe Haven cancels and the new account is activated, the customer is not required to pay any additional money when cancelling with Safe Haven..
  
  In conclusion, Safe Haven has been explicit in explaining our incapability to waive any early termination fees or issue any refunds on behalf of ADT’s alleged errors. Monthly billing statements/ monthly fees are drafted directly from ADT, not Safe Haven. We recognize that the customer may disagree with our decision, however, Safe Haven has done everything necessary within our capabilities to assist this customer. 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.
  
  Sincerely,,
  Safe Haven Security Services, LLC

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to *** thinking that is who my service was with. which is inaccurate not only did i think my service was with *** and later finding out it is not is a set up. They overdrawn my husband account with *** security name only to find out they is a individual contractor or something but when i got my home in nov i was told that the person/ company i was dealing with *** never heard of safe haven security until i receieved a email and phone call for *** Corp stating that my business is not with them but safe haven. fast forward to JULY 26 i get a email for safe haven about cancellations and more. well do to me believing everything was with *** i should not be liable for anything with safe haven i asking them to come get their equipment and everything out of my house refund any more that was release to them even though it is false due to them use *** name and not safe haven. This is all a lie and i will never be doing business with safehaven nor *** after this i want no business with them and just want my money back for them to refund money back to my account even though they was never supposed to keep my card on file and everytime that person called they *** not Safehaven and now after doing research i see that safe haven have a lawsuit against them for deceptive sale practices. I am not paying them and i want everything cancel and refund. they can have their equipment as long as the waive everything and leave me alone

  

  Business response

  08/12/2024

  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 believes in providing our customers with the freedom to make decisions that align within the terms of the agreement and strives to provide excellent customer service. Based on the concerns listed within the complaint, it would seem we have fallen short of our own expectations. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. We would like to take this opportunity to address the concerns listed and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. Prior to the installation, the customer conducted a verbal compliance recording with her sales representative. During the call, the customer acknowledge Safe Haven as the company she was working with in order to obtain *** monitoring services, and that a card on file would be used further contradicting the concerns listed.
  
  Second, Safe Haven collects electronic signatures from the customer when they enter into the Alarm Services Contract (“the contract”). The electronic signatures collected are generated by the customer inputting a unique pin known only to the signer. Once signed, a copy of the contract is immediately sent to the designated email on file for the customer. Safe Haven provided the contract and drafted the installation fees all within 24 hours of the installation. As mentioned above, the customer was provided with a copy of the contract the moment it was signed.
  Third, Safe Haven provides all customers with a customary rescission period. In the event a customer chooses not to move forward with the alarm monitoring services, she had every right to enforce her Notice of Cancellation document during the rescission period but failed to do so. Safe Haven did not intrude on this right or prevent the customer from enforcing it, as it simply required the customer to sign and date the Notice of Cancellation document within the designated time period.
  
  Consequently, when the contract was signed on November 6, 2023, the customer was provided a rescission period that ended on November 9, 2024. Safe Haven did not receive a Notice of Cancellation or a dispute to the security services until July 29, 2024. The amount of time that surpassed from when the services were installed to the time of the customer’s first dispute of being unaware of Safe Haven or billing was well outside of rescission.
  
  At this time, Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions the customer signed. Safe Haven provided all necessary information upfront addressing the complaint concerns, and we are unable to issue a penalty-free release to the customer. If the customer would like to move forward with terminating the services, she would be subject to the early termination fees. We kindly encourage the customer to contact Safe Haven at 844-413-1920, to make the necessary arrangements for termination. Safe Haven can be reached Monday through Friday, 8 AM to 7 PM central time.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer response

  08/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: that is not what was said on the phone call the man said that my realtor sent him my information and that he was part of *** security not safe haven. I did not sign a contract stating that any service or anything was with safe haven.  I also told the person on the phone that if my card was gone be charged I would be okay with no having services and I didn't want the card to stay on file since it was my husband card and not mines and he agreed that it would be used once for them to send out the technician not anything else this company overdraft my husband account and they did not have the right to that. They also gave false representation of who they where . They said *** not safe haven once again the number I called i gotten no response from the so call representative and I told them I was unsatisfied.  I am not comfortable with doing business with safe haven didn't sign up for safe haven and I definitely did not get a signed contract with anything so I feel like I should not be held responsible for any fees or anything since they just not wanting to contact me after I canceled my husband account and not paid. Also they can come get their equipment and I will just take to court since they already have a lawsuit with them misleading customers. Since it is only July. They can have all equipment and everything else I been disputed this by calling numbers and more after getting no answer this is bad practice and I will not be doing business with them or *** 
  
  Sincerely,
  
  ******* **********

  

  Business response

  08/13/2024

  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 and provided a signature agreeing to the terms detailed for her review. Safe Haven understands the importance of full transparency Alarm Services Contract and a customary rescission period is provided to ensure the customer is given ample opportunity to review the terms and conditions. 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 moving forward with Safe Haven, and we are  happy to help provide resolution assistance. Safe Haven acknowledges the customer does not agree with our policy regarding early termination, but in order to honor their request the customer would be subject to early termination fees.
  
  At this time, we respect the customer’s right to cancel should she choose not to move forward with our business relationship. We kindly encourage the customer to contact our customer support team to process their cancellation request. Safe Haven can be reached at 844-413-1920, Monday through Friday 8 AM to 7 PM central time. Safe Haven thanks the customer for their time and their consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Safe Haven overcharged for equipment and then technician/salesperson lied about what the cost of the services were. Was told $50 a month for monitoring by ********* the salesperson. Had my appointment on August 2, when tech arrived at my house to install the $500 credit from builder. I got all of the equipment that was suggested plus/minus a few that I knew I didn't need. The tech told me after I made the decision that it was only going to an extra $20 a month from the $50 they already told me. He then had me pay through Affirm almost $2,000 through a Affirm credit card. Of course another credit card I never needed. So instead of paying through their own company, they had me pay through there. The tech stated the charges would be covered down to where I only would pay $20/month but couldn't give an exact place where. He said SafeHaven would contact me. I never heard anything so I reached out and the ********* told me $107 is right and I have to call affirm to get it down. Not only that, the Affirm card they had me get to "pay" for this equipment has a 36% interest rate which is way more expensive than any just regular credit card I have. So I started to do some digging and the equipment they are charging me for is way over priced and they also lied about what is covered. I tried to contact ********* and she told me the equipment manager was going to call but never called. This company has been sleazy and pushy about selling the whole time. Now I know why. They also are going to say I signed documents, but I signed based off of what I was told by the person working for them. I have emails, witnesses, and paperwork from the tech showing the pricing he estimated for me.

  

  Business response

  08/06/2024

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

  After reviewing the account, we believe there is a misunderstanding regarding the equipment cost concerns. Safe Haven has spoken with the customer and found the customer’s basis on pricing was due to prices found online in comparison to the price Safe Haven charged. The vast difference in the pricing contributes to the cost of service delivery and labor charges when acquiring equipment through a service provider that the customer did not take into consideration when comparing the two. Safe Haven did not misrepresent our cost, nor did we advertise the cost of the equipment being price matched.

  In efforts to provide excellent customer service, Safe Haven immediately provided resolution assistance for the customer after being notified of the customer’s concerns on August 5. 2024. A technician manager spoke with the customer and the customer permitted Safe Haven to schedule a removal of all additional window sensor upgrades and life safety devices that were purchased at the installation. Please note, Safe Haven does not offer Affirm as a resource for purchases through our company. Flexible payments through Safe Haven’s billing system and Synchrony financing are the only options Safe Haven advertises to our customers. Any buy now, pay later (BNPL) service offered outside the two references above is provided customary through the customer’s own credit/debit card and is solely at the discretion of the customer to enforce. This is not something Safe Haven would have any knowledge about.

  At this time, there are no further actions for Safe Haven to take. Safe Haven has scheduled an onsite service appointment for August 9, 2024, to complete the removal of additional equipment agreed upon. Safe Haven appreciates the customer’s business and wants to thank the customer for their patience and understanding, and we look forward to resolving this matter and restoring the business relationship in a positive direction.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer response

  08/06/2024

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

  I am not rejecting that they have tried to be accommodating since I have discussed with them my concerns. However, the claim they are still denying Affirm as the main option of payment from the technician is wrong. I had a witness at my home that pretty much had the tech push button and say to download affirm to pay for the equipment. I specifically asked if there was a website to pay safe haven directly and he stated they do not. I had to get a safe haven credit card and do it through there. If necessary I can get a witness testimony or give a number to the witness to show that he indeed had me and was standing over top of me trying to make sure I did it a certain way. I even questioned when safe haven did not come up as a valid payment option or supplier on affirm’s app.

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

  

  Business response

  08/07/2024

  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 escalated the concerns internally. However, Safe Haven has already addressed the customer’s concerns, discussed the forms of payment acceptable, and have confirmed our resolution offer has been accepted. At this time, there are no further actions for Safe Haven to take.
  
  In conclusion, Safe Haven values customer satisfaction and should the customer have any additional concerns, they may contact Safe Haven directly.  Safe Haven can be reached 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

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SafeHaven installed defective equipment. Equipment was installed 4/20/24 contract signed 4/25/24. Since then, my equipment has failed 4 times. Unfortunately, ADT requires any service of my equipment to be performed by SafeHaven. SafeHaven will only service THEIR defective equipment if I pay nearly $60 due to this issue being outside their 90 day window. Most recently, 7/23/24, I called customer service to report an issue. Although I signed my contract within 90 days, installation was not. SafeHaven begins your 90 period from the install date not the contract date. Unfortunately, tech support wasn’t able to fix the issue remotely and I need a tech to physically come out. SafeHaven is forcing my hand at $60 or be stuck with a useless alarm system. My fire/smoke detector is defective and sounds my alarm without an option to turn it off. Currently the only work around is to silent my alarm volume which means I won’t hear the alarm in case of an emergency. SafeHaven refuses to waive this fee even though I’ve reported this issue numerous times to both ADT and SafeHaven within my 90 days. I need help either cancelling this contract or waiving the $60 service fee. Also when I called SafeHaven, the representative refused to escalate my call or allow me to submit a complaint. Upon installation, SafeHaven produces a lengthy contract without fully disclosing key aspects/details of said contract. I would recommend anyone signing a contract with this company to due their research and go elsewhere. SafeHaven engages in sneaky business tactics only to line their pockets. This business claims to be veteran friendly. As a veteran, I do not agree with this. Buyer beware!

  

  Business response

  07/29/2024

  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. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. We understand there is a misunderstanding about technical support received along with the associated service fees disclosed within the Alarm Services Contract (“the contract”). Our goal is to provide excellent customer service and help provide additional clarity to  address the customer’s concerns listed within the complaint.

  After reviewing the account, the customer received technical support through ADT, not Safe Haven. We kindly encourage the customer to direct any concerns regarding that experience to ADT corporate. It is important to notes, Safe Haven completed a service appointment for the customer July 27, 2024. During the visit, the customer’s smoke sensor was replaced at no additional cost to the customer.

  Based on the information listed within the complaint, it would seem Safe Haven has already resolved the concerns listed. At this time, there are no additional actions for Safe Haven to take. We thank the customer for allowing Safe Haven the opportunity to provide a satisfactory resolution to their concerns without any additional fees assessed. Please be advised, when the customer signed the contract, they acknowledged understanding the terms listed on pages 5-8, specifically terms “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)”. Within the above-mentioned terms, the customer acknowledged they are responsible for service fees, in addition to fees that are not covered under the warranty. Should the customer experience any additional service issues, they may be assessed the standard fees referenced above. Safe Haven kindly encourages the customer to contact our customer support, Monday through Friday 8 AM to 7 PM central time at *************

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

  Customer response

  07/31/2024

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

  The contract was signed 4/25/24. I called in on 7/23/24, within 90 days, with a reoccurring issue. The contract is effective from the date of install NOT the date the contract is actually signed. This is misleading to consumers as most would assume a contract is effective on the date it’s signed. SAFEHAVEN failed to provide a prompt resolution. Fortunately ADT covered the fees SAFEHAVEN attempted to charge me. I would also like to note that the equipment originally provided WAS defective and was replaced 7/27/24. 

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

  

  Business response

  07/31/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint rejection response. First and foremost, Safe Haven would like to clarify that the customer signed a contract on 4/20/2024 and chose to upgrade monitoring services, which required the customer to sign a new contract at the upgraded rate. This did not negate the previous four days the customer had monitoring services installed at a lower rate within the residence. Safe Haven apologizes for any misunderstanding that may have been caused and hope this provides further clarity.

  Second, the information above further undercuts the customer contacted Safe Haven within the 90-day time frame allotted. It is important to note, Safe Haven makes an effort to be transparent with our customers about any agreement they enter into with us and to further support this, the customer’s upgraded contract did not include a right of rescission to ensure the customer was not mislead into thinking their contract was starting over. The alarm monitoring services were installed on 4/20/2024 and were upgraded two days outside the designated rescission period listed.

  Third, the customer’s remarks regarding Safe Haven being unable to provide a prompt resolution are false as our records indicate we last completed a service visit for the customer on 7/27/2024, in which a smoke sensor was replaced. Since then, Safe Haven has not received any additional services requests from the customer. At this time, there are no further actions for Safe Haven to take as the original complaint concerns have been resolved. We kindly encourage the customer to contact our customer support division at the previous information listed if they have any additional concerns. We appreciate your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The doorbell camera installed by safe haven security system stops working after every 2 months, when calling them regarding that they charge upwards of $70 to just send a tech who comes and replaces the doorbell in 2 minutes. I would like to be able to cancel/get out of the contract without paying any charges. It is total waste of customer's money and the customer service is very rude and not helpful.

  

  Business response

  07/22/2024

  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 excellent customer service, and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  After reviewing the complaint, Safe Haven has been unable to locate any information to support the allegations listed within the complaint. Safe Haven installed the customer’s alarm monitoring services on January 25, 2024, and did not receive any concerns regarding the monitoring system until May 7, 2024. Based on the Alarm Services Contract (“the Contract”), the customer signed they understood the terms listed on pages 5-8, specifically terms “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)”. The above-mentioned term, the customer acknowledges that they are responsible for service fees, further undercutting the allegations listed within the complaint.

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our customer support team. A customer support manager will be reaching out to the customer within 24-48 business hours to address the customer’s concerns and offer resolution assistance through our technical support team, however, should the customer require an onsite visit, they will be subject to applicable service fees. 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

  Customer response

  07/22/2024

   
  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,
  
  ******* ******

*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. ↩