ComplaintsforSafe Haven Security Services, LLC

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Safe Haven Security, LLC, Kansas City, MO is an authorized dealer for ADT Security. Safe Haven Security installed a security system in my DR Horton home that requires use with the Alarm.com App. In the past 10 days I have reached out to Safe Haven by phone and email requesting a simple LogIn reset. Prior attempts to Login using my username OR my email address are unsuccessful leaving me NO access to home security. No one answers the phone at Safe Haven and customer prompts for various support services are dead selections; messaging loops back and thus my frustration!

  

  Business response

  07/17/2024

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

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our builder escalations division. A builder team member will be reaching out to the customer within 24-48 business hours to address the customer’s concerns and offer resolution assistance to their concerns. 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

  07/17/2024

   
  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

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Safe Haven to report a issue with front door bell camera. They did some trouble shooting and said they need to send out a tech to replace door bell Back plate. good news its covered under warranty. but it will cost me 60 dollar service charge. i went on line and part cost 4.99. When I asked to speak to supervisor or manager I was told they don't want to talk to me. Don't go with these people they are the worse company ever

  

  Business response

  07/08/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the complainant’s experience with us. Safe Haven would like to extend our apologies for any and all frustrations endured throughout this matter.
   
  After reviewing the account, Safe Haven did not find any evidence that there was any improper information provided to the account holder regarding the terms of the agreement initiated with Safe Haven when signing the Alarm Service Contract (“the Contract”). Safe Haven allows all of our customers to review the Contract at the time of the installation and after. Our company provided all necessary information, specifically, for the terms disclosing service fees at the account holder's discretion to review.
  
  Consequently, when the account holder signed the Contract, they acknowledged understanding the conditions listed on pages 5-8, under “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” further undercutting the allegations listed within the complaint. Within the above-mentioned conditions, the account holder acknowledged that they were responsible for service fees, in addition to fees that were not covered under warranty. Equipment cost found on the internet do not indicate the cost of servicing fees or standard charges for labor rates within the industry. 
   
  In efforts to provide excellent customer service, Safe Haven has spoken with the complainant on multiple occasions to address the concerns listed within the complaint and help provide resolution assistance to any service-related concerns the complainant was experiencing. We understand the complainant does not want to pay the associated fees outlined within the Contract, and as a result, Safe Haven offered to have technical support reach out and offer troubleshooting.
   
  Additionally, after troubleshooting efforts were unsuccessful, Safe Haven attempted to schedule an onsite service assessment with the associated fees referenced above. Unfortunately, the complainant declined, demanded an onsite visit without any fees, and requested to speak with a supervisor. The technical support agent advised the supervisor was who provided the assessment that recommended an onsite visit, and that the supervisor would support the previous fees being assessed.
  
  In conclusion, Safe Haven understands our decision may be unfavorable to the complainant, but we are upholding the conditions signed by the account holder. The complainant is ineligible to have any services fees waived, but Safe Haven has notified technical support management and requested a supervisor to reach out within 24-48 business hours. If the complainant would like Safe Haven’s assistance in providing a service resolution, he will be subject to the associated cost. Safe Haven encourages the complainant to contact us directly at ###-###-#### Monday through Friday, 8 AM to 7 PM if he decides to move forward with scheduling an onsite visit before hearing back from a supervisor. Thank you for your consideration.
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had security system put in by Safe Haven Security on 6/26/24 Today is 7/3/24 & had trouble ever since put in. Called everyday & they sent tech out three days so far. Still not working. Safe Haven Security came to set up & took my old security system down from Brinks. The tech took the old system down and then he gives me a paper showing me this ridiculous price. Bait and switch as the tech should have told me all before he removed old system as I thought I paid all the day before. That is how they are taught thru corporate was told. Had three business days to cancel so tried to cancel but was told sorry Safe Haven works on Saturday so Saturday is considered a business day. Wow since when is Saturday considered a business day, even though I was told I could cancel on Monday, I was told if I want to cancel I need to pay over $1,300.00. From day one the system has had problems and just for that they should cancel without a $1300.00 termination fee & refund all my money back. Safe Haven Camera only went off only 4 times. It never even showed the person that drove in my driveway and I went out to talk to the person and we were standing in front of my house right next to the camera. Can you imagine I was never alerted from the Safe Haven monitoring so no video was taken. And yet you want me to pay $70.61 a month for monitoring. Monitoring what?? Whenever the camera decides to work. How safe is that?? Guess it's the same for the camera in my backyard also. I can only assume so. I actually would like you to have all removed, refund what I have paid and cancel my contract. I say that as I feel cameras will never be fixed as no tech can seem to fix this problem. Remember it's only 6 days and oh what a problem.

  

  Business response

  07/05/2024

  Dear Better Business Bureau,
  
  After reviewing the customer’s complaint, Safe Haven Security Services, LLC (“Safe Haven”) addressed the customer’s complaint on June 26, 2024. This complaint appears to be a complaint that was previously resolved internally. The negative remarks the customer has written against Safe Haven are false. Safe Haven has provided diligent support and information to help provide resolution assistance to help address the customer’s concerns and would like to take this opportunity to provide additional clarity.
  
  On June 26, 2024, Safe Haven received a call from the customer acknowledging the rescission period and wanting to enforce their right to a penalty-free cancellation. During the call, the customer called to complain about being overcharged and expressed frustrations over their entire experience. In efforts to provide excellent service, the customer support agent offered to swap out previous equipment installed with more desired equipment to suffice the customer’s needs and issued a refund towards payments previously withdrawn. This information further undercuts the customer’s dispute of being unaware of the terms of rescission and the designated time frame eligible to enforce that right.
  
  Additionally, Safe Haven received multiple calls from the customer on July 1, 2024 (outside the rescission period), expressing service-related concerns. Safe Haven's support team went over the contract terms in detail and scheduled a return service visit for July 3, 2024. Safe Haven conducted a full diagnostic testing to ensure the alarm monitoring system was properly functioning and all standard operating features were functional. Please note, supplemental devices like the cameras are functional based on the internet connectivity within the residence. Supplemental devices do not impact the alarm monitoring system or prevent the alarm system from sending signals to and from the monitoring stations. Prior to the technician's departure, Safe Haven confirmed the alarm monitoring system was communicating under its intended function and was completely operational.
  
  Furthermore, Safe Haven has provided all necessary information upfront to the customer review at their discretion. The terms and conditions the customer agreed to disclose Safe Haven’s information, the service agreement length, and a rescission period explicitly. The contract outlines specific terms regarding early termination outside the rescission period that can be found under the “IMPORTANT TERMS AND CONDITIONS”, on page 5, under paragraph 2. In the event the customer had chosen to enforce their right to cancel during the rescission period, they would have been eligible to cancel penalty-free. 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 within the designated time period.
  
  Consequently, if a cancellation request occurs outside the rescission period it is assessed an early termination fee. Based on our review, we are unable to honor the customer’s request of a penalty-free cancellation, removal of equipment, or a refund. The customer did not enforce their right of rescission during the designated time frame and at this time, they would be subject to early termination fees. We stand by the terms and conditions agreed upon and the measures taken to disclose all necessary information to the customer. We understand our decision may be unfavorable, but we are upholding the terms and conditions signed by the customer. In efforts to provide excellent customer service and maintain a positive relationship, Safe Haven would be happy to help address any additional questions or concerns the customer may have. We can be reached Monday through Friday, 8 AM to 7 PM central time. Should the customer be unable to utilize the phone number listed above, they may contact our customer services department by email at customerservice@mysafehaven.com.

  Thank you for your time and consideration.
  

   

  Sincerely,
  Safe Haven Security Services, LLC

  Customer response

  07/08/2024

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

  Again I had been trying to cancel. The reason I received a partial refund was due to the fact that the tech never told me he did not put all the equipment in on 6/26/2024. When I wanted to cancel I  was informed by customer service. She said to wait as I had the three business days.

  I was also told by the same customer service person that I can call on Monday 7/1/2024 as on Saturday 6/29/2024 the do not work and it is not considered a business day. Monday thru Friday are considered business days as that is when customer service is open to cancel.

  Called and cancelled 7/1/2024 Monday and was told cannot cancel as I should have gone it on Saturday 6/29/2024 as Saturday is a business day for customer service. How could that be a business day if the customer service office is closed that day.

  I got in touch with ADT on 7/1/2024 and due to the problem with Safe Haven then ADT set up a new contract with them waiving the $99.00 transfer fee. The tech from ADT came with a new contract  since ADT would take me out of Safe Havens contract. The tech and I in reviewing decided to call safe Haven as wanted to make sure I was cancelled in Safe Haven side. Was told NO by Safe Haven as not taking me out if the contract. The tech with ADT called his boss and cancelled the ADT contract by not putting it thru.

   

  When Safe Haven came to put the equipment in the removed my old panel from old company and put their panel in.  Then he gave me the bill.

  Very shady click and bait process since the bill should have been given first before he removed anything.

   

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

  

  Business response

  07/09/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) final response. Safe Haven Customer Support has contacted the customer as of July 8, 2024, in efforts to provide excellent customer service and address the customer's concerns. Safe Haven has offered to schedule a removal, issue a refund, and honor the customer's cancellation request within the rescission period.
  
  Additionally, a removal was scheduled with the customer's permission to be conducted on Wednesday, July 10, 2024. At this time, this matter has been addressed and the customer was previously advised they would be issued a refund from Safe Haven regarding the payments original payments withdrawn once equipment was removed. There are no other actions for Safe Haven to take. We encourage the customer to update the records to reflect the resolution efforts made.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had Safe Haven come into to my home to set up my new security system for my new house. I was told by ** ****** they had to come to show me how to use it and that I didn't have to have them monitor my house. I told the guy explicitly that I just wanted the free equipment that came with buying the house and that's it and that I don't want service. He said ok. Then he said I could get cameras for inside the house to watch my dogs and a carbon monoxide monitor and garage door fob and use the the $500 discount and not have monthly service. I said ok to that. He got here after the set 5p time around 6p and didn't leave until after 11p. I had already had a few alcoholic drinks and was overly exhausted and told him to please come back that I can't concentrate or understand everything he's Saying to me. He told me and my husband that he would make sure I was taken care of and got the best deal. Lies! He told me his tablet was messing up and that he couldn't get it to "shrink" down after he blew it up to have me sign. I never got the chance to read anything and went off of his word because at that time I was already past buzzed and couldn't stay awake. I told him I would prefer he come back another time to get this done and he said he knew what I had wanted and he was taking care of it. Apparently what he knew and what I wanted were 2 different things. I never knew I was even getting service until 1 mo had passed and I got an email saying my bill was past due. Then 2 weeks later I got a paper bill and then called to see what was going on. ADT answered me and told me to contact Safe Haven, but until today 6/27/2024 Safe Haven never returned my many calls and voicemails. ADT has it noted in their records about the multiple times I called and got no response from Safe Haven about this issue. This is fraud and entrapment. This company needs to be ashamed of themselves for tricking and lying to potential customers like they did to me.

  

  Business response

  07/01/2024

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

  After reviewing the account records, Safe Haven respectfully disagrees with the customer’s characterization of events. Prior to the installation, Safe Haven made a conscious effort to maintain transparency and ensure that the customer fully understand the terms and conditions of any agreement she entered into with Safe Haven, specifically when she chose to activate alarm monitoring services and not just equipment. The customer conducted a verbal compliance recording capturing her understanding she was going to be activating alarm monitoring services in addition to receiving equipment through the builder further contradicting the allegations listed.

  Additionally, the customer was provided clear and explicit information regarding the terms of the Alarm Services Contract (“the Contract”) during the installation. It is important to note that this information was provided in writing after any interactions that occurred with the sales representative initially, to further ensure the customer could make a well-informed decision to move forward. Safe Haven understood the importance of full transparency of the Contract and a customary rescission period was provided to ensure the customer was given ample opportunity to review the terms and conditions immediately following her signature.

  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. A Notice of Cancellation document was included within the contract, and it includes explicit details of the 3-day rescission period along with the steps to enforce this right. 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 document opting to exercise a penalty-free cancellation within the designated time. In the event the customer did not want to move forward, she had every right to exercise her notice of cancellation, but failed to do so.

  Given the above, Safe Haven denies any wrongdoing on its part. When the customer signed the Contract, she acknowledged she read and understood the terms and conditions, which is contradictory to the remarks alleging she was under the impression only equipment, not monitoring services were being activated. Safe Haven provided all necessary information upfront for the customer to review at her own discretion. The customer provided verbal authorization and her signatures agreeing to move forward with the Alarm Monitoring Services. This documentation provides compelling evidence undercutting the allegations against the sales representative and installation technician, but also undercuts any allegations that the customer was unaware of the Alarm Monitoring Services.

  In conclusion, Safe Haven is unable to provide a penalty-free release to the customer. The account has been cancelled and the remaining Early Termination Fee balance is valid. Safe Haven kindly encourages the customer to contact our Accounts Preservation team directly to make arrangements for the remaining balance due. They can be e reached by phone at 816 750 2393 Monday through Friday, 8am-5pm Central Time. Please note, failure to pay this amount in full before 10/11/2024 will cause the account to be sent to our outside agency for collection.
  We thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business response

  07/02/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint rejection by the customer. We acknowledged the customer’s dissatisfaction with our previous response, but our decision remains the same. The customer is correct, Safe Haven did not conduct any verbal agreements. Safe Haven collected a verbal compliance call outlining the details of the service agreement, that was later confirmed through an electronic signature within the Alarm Monitoring Services Contract (“the Contract”).

  After further review of the account records, Safe Haven respectfully disagrees with the customer’s characterization of events as we have a record of the documents provided with time stamp and date analytics further contradicting the customer’s allegations of not receiving a contract. Safe Haven keeps detailed, contemporaneous records pf the documents collected during the installation. These documents are security encrypted and cannot be tampered with or forged. The information reflected within these documents further contradicts the customer’s allegations.

  At this time, Safe Haven is upholding the terms signed and the Contract on file is valid. Safe Haven is happy to help address any additional service-related concerns and kindly encourages the customer to contact our support team should she be experiencing any additional service issues. The customer may contact our support team if she needs any additional assistance at ###-###-#### Monday through Friday, 8Am to 7PM central time.

  Sincerely,
  Safe Haven Security Services, LLC

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:  the tech that came out.  Knows that the email he tried sending me NEVER went through. He even tried sending it multiple times and  said he's unsure as to why it didn't show up.  He even physically took my phone and looked at it to see if it was in spam and it was not there at all, not the first,  2nd, third or 4th times he sent it.  Check his sent mail to see that I'm telling the truth.  The tech even physically went in my box in my house and deleted images of him on my system to get rid of evidence that he was at my house so late because he spent time outside smoking Marijuana!  The video even had him talking about it on there.  Sooooo  .... ask your employee why he smoked weed outside my house and deleted evidence,  didn't tell me the truth about what I was signing and stayed at my home over 6 hrs and couldn't get his email or his tablet to work correctly!!! Safe Haven is a joke of a company who employees drug addicts that lie to customers and deceive them. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Safe Haven Security on 6/25/23, one year ago. Safe Haven installed 2 cameras as well as an alarm system and window/door sensors. The company has a limit of motion activated clips per month of 6,000 which was not told to me, nor in the contract. Most users do not have an issue, but my front driveway camera has a defect where it automatically triggers itself hundreds of times a day. This causes me to hit the limit in only about 6 days, and service is cut off. After the first month of service, I started calling Safe Haven for a resolution. Safe Haven sent multiple techs out to my house, as well as had techs access my equipment remotely. They are unable to resolve the issue. My house is now only monitored for about 5-6 days out of each month, and there is no way for me to get full monitoring as promised in the contract. Now, after getting the run around for a year, Safe Haven is telling me they will no longer work with me (as my contract is over 1 year old) and has referred me to ADT. ADT can not help me. The only resolution that Safe Haven has provided is to cancel the contract. They are telling me I have to pay a early termination fee of $1187.82 even though my equipment has never worked, and I have not had full monitoring for an entire month. They have refused to let me speak to a manager and have told me to wait 48-72 hours for a call, and they never call. This has been going on for an entire year. I feel I should be able to have the contract cancelled at no charge, at the very least. At the most, I should be refunded for every day the cameras where not active due to the defective hardware. They are threatening to send me to collections for unpaid amounts even though they are not providing the promised service and they have provided defective equipment and have refused to have it replaced without sending techs out over and over. They did this so that I would reach the 1 year mark and then they could say it’s no longer their problem.

  

  Business response

  06/27/2024

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

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our Installations division. Safe Haven has diligently been working with the customer to reach an amicable resolution. We appreciate the customer’s business and want to thank the customer for their continue patience and understanding while we work towards an amicable resolution for both parties. A service appointment has been schedule for June 28, 2024, to replace the customer’s driveway camera and address any additional concerns the customer may have. We look forward to resolving this matter and restoring the business relationship in a positive direction.

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2024 Safe Haven installed a security system in my 90 year old grandmother's home. The tech opened a credit card in her name charged equipment to the card but didn't tell her. The equipment has been malfunctioning and they refuse to service the equipment without charging her and has repeatedly refuse to remove the equipment from her home.

  

  Business response

  06/21/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the account holder’s granddaughter’s complaint. We take the allegations of elderly abuse and fraud seriously, and as a result, we have thoroughly investigated this matter. Safe Haven would like to take this opportunity to address the concerns listed and provide additional clarity.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the allegations listed. 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. Prior to the installation, Safe Haven conducted a compliance call that the granddaughter was actively communicating on along with the account holder. At no point did the account holder express any of the same sentiments her granddaughter has before, during, or after her alarm monitoring services were installed.
  
  Additionally, Safe Haven collected physical and electronic signatures during the installation on documents which explicitly list the terms of the Alarm Services Contract (“the Contract”), the equipment to be purchased, and the details of the Synchrony financing terms. All documents signed confirmed the customer’s authorization to enter into the Contract and Synchrony financing to purchase additional equipment. Please note the account holder and her granddaughter were all present during the installation
  
  During the installation, the account holder provided personal information that would not be able to filled in by anyone other than herself in order to qualify for financing. The financing platform itself required the account holder to provide her information within the Synchrony platform on her own device further contradicting the details listed within the complaint. A Safe Haven employee would not be able to fill in this information or enter this information fraudulently for a customer due to the details listed above. A technician manager also discussed the details of Synchrony to the customer before the installation technician departed the residence to ensure her understanding further undercutting the allegations of not being informed of the Synchrony or the additional equipment purchase.
  
  Consequently, at any point during the installation or during the rescission period should the account holder had chosen not to move forward with the equipment purchase, she had every right to exercise her right of rescission, but failed to do so. When the customer was provided the Contract, the time stamp and date analytics reflected when the account holder was sent the Contract, viewed it, and signed it. Within the Contract, the Notice of Cancellation page provided explicit details of the 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 document opting to exercise a penalty-free cancellation within the designated time.
  
  Given the above, Safe Haven denies any wrongdoing on its part. We acknowledge how the account holder’s granddaughter has characterized the events surrounding how the Synchrony financing was signed, but Safe Haven respectfully disagrees. Safe Haven values customer satisfaction and although the complainant no longer wants the system in the residence, the account holder will be subject to the terms and conditions of the Synchrony financing and the Contract. Should the account holder decide to forego continuing the services, she will need to settle the early termination fee balance. Failure to do so may result in additional collection efforts. Safe Haven kindly invites the account holder to contact us should she have any questions. Safe Haven  can be reached directly at ###-###-#### between the hours of 8am to 7pm, Central, Monday through Friday. Should the customer be unable to reach us by phone, she may also contact us by email at ***************@mysafehaven.com.
  
  Thank you for your time and your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

  Customer response

  06/28/2024

   
  Complaint: 21845125
  
  I am rejecting this response because:

  The information was entered on a hand held device by the tech from Safe Haven at no time did I or my grandmother speak with Safe Haven rep making an agreement to open a credit card. We were all informed that the personal information provided was to go into a service contract with ADT for monthly security service charges. Safe Haven has taken advantage of my elderly grandmother and has be provided contact information to speak directly with me but has not in any way tried to rectify this ongoing matter. Safe Haven had refused to remove their malfunctioning equipment from the home and wants us to pay for them to come fix it. This is definitely a call for concern as Safe Haven is preying on the elderly.
  
  Sincerely,
  
  ******** ******

  

  Business response

  07/01/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submitted by the complainant. After reviewing the account records, Safe Haven respectfully disagrees with the complainant’s characterization of events. Safe Haven made a conscious effort to maintain transparency and ensure that the account holder fully understood the terms and conditions of the financing institution which resulted in the additional equipment purchase. When opting to utilize financing the account holder not only provided personal information to qualify for the financing capabilities, but also provided physical signatures signing the additional equipment that would be financed through Synchrony.

  First and foremost, the complainant’s continuous efforts to make false allegations involving elderly abuse are unable to be substantiated. Safe Haven provided clear and explicit information regarding the terms of the Alarm Services Contract (“the Contract”) and Synchrony financing during the installation. Most importantly, the account holder was provided with a customary rescission period to ensure she was given ample opportunity to review the terms and conditions immediately following her signature.

  Consequently, should there have been any objection over Synchrony and the terms presented during the installation, the account holder had every right not to move forward. A Notice of Cancellation document was included within the contract, and it includes explicit details of the 3-day rescission period along with the steps to enforce this right. Safe Haven did not intrude on this right or prevent the account holder from enforcing it, as it simply required the account holder to sign and date the document opting to exercise a penalty-free cancellation within the designated time.

  In this case, Safe Haven provided all necessary information upfront for the account holder to make a well-informed decision. When the account holder signed the financing agreement, she acknowledged she read and understood the terms and conditions, which is contradictory to the remarks alleging she was preyed upon. Safe Haven provided all necessary information upfront for the account holder to review and the account holder provided her signatures agreeing to move forward with financing the additional equipment purchase. This documentation provides compelling evidence undercutting the complaint details listed.

  In conclusion, Safe Haven has done its due diligence to escalate the complainant’s concerns internally as well as Synchrony, but we have been unable to locate any supporting evidence that would support the account holder be provided a penalty-free release to the Safe Haven kindly encourages the account holder to contact our customer support team if they are experiencing any service issues, we would be happy to help schedule a service visit to help provide resolution assistance. Safe Haven can be reached by phone at ###-###-#### Monday through Friday, 8am-7pm Central Time.

  We thank you for your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My service was installed this month. The rep took 2 days to do the install. He places a hole in my wall. He didn't advise the contract was 36 months and stated several times it was 24 months. He told me a line of credit was being applied for and what was really applied for was a credit card. I was lied to on multiple occasions. Now I find out that I barely missed the window to cancel without a cancelation fee. I should not be responsible for paying a cancelation when the rep who represents the company flat out lied.

  

  Business response

  06/25/2024

  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 Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all the frustrations the complainant has expressed and would like to take this opportunity to address the concerns raised by the customer.

  After review of the customer’s complaint, Safe Haven is unable to find any evidence supporting any of the customer’s allegations. 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. Prior to the installation, the customer conducted a verbal compliance call authorizing significant details of the Alarm Services Contract (“the Contract”). During the installation, the customer was provided physical documents at the installation detailing additional equipment and the associated cost to purchase it. The customer provided both electronic and wet signatures authorizing her understanding, further disproving the customer's allegations.

  Additionally, Safe Haven understands the importance of allowing customers to review the contract terms in detail, therefore, we provide a customary rescission period outlined within the Contract signed by the customer. This allows each customer the opportunity to thoroughly review the contract and make an informed decision to move forward. It is important to note a customer may opt to purchase or finance additional equipment during the installation. Should a customer choose to finance the equipment, this is conducted through a financing platform that allows the customer to pay the full amount in installment plans with a line of credit. The customer was provided clear and concise information through the financing platform that discloses they will be provided with a physical card. The card is not able to be used anywhere outside of equipment purchases through Safe Haven, which further undercuts the allegations listed within the complaint.

  Nevertheless, based on our review, we are unable to honor the customer’s request of a penalty-free cancellation or a refund. We stand by the terms and conditions signed and the measures taken to disclose all necessary information to the customer on top of that. In efforts to provide excellent customer service and maintain a positive relationship, Safe Haven’s customer support team contacted the customer to address the concerns and reminded the customer of the details she signed and agreed to. Safe Haven kindly invites the customer to contact us if she has any additional questions. Safe Haven is happy to help address any additional questions or concerns the customer may have. We can be reached Monday through Friday, 8 AM to 7 PM central time at ###-###-####. Should the customer be unable to utilize the phone number listed, he may contact us by email at ***************************.com.

  Thank you for your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business response

  06/25/2024

  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 Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all the frustrations the complainant has expressed and would like to take this opportunity to address the concerns raised by the customer.

  After review of the customer’s complaint, Safe Haven is unable to find any evidence supporting any of the customer’s allegations. 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. Prior to the installation, the customer conducted a verbal compliance call authorizing significant details of the Alarm Services Contract (“the Contract”). During the installation, the customer was provided physical documents at the installation detailing additional equipment and the associated cost to purchase it. The customer provided both electronic and wet signatures authorizing her understanding, further disproving the customer's allegations.

  Additionally, Safe Haven understands the importance of allowing customers to review the contract terms in detail, therefore, we provide a customary rescission period outlined within the Contract signed by the customer. This allows each customer the opportunity to thoroughly review the contract and make an informed decision to move forward. It is important to note a customer may opt to purchase or finance additional equipment during the installation. Should a customer choose to finance the equipment, this is conducted through a financing platform that allows the customer to pay the full amount in installment plans with a line of credit. The customer was provided clear and concise information through the financing platform that discloses they will be provided with a physical card. The card is not able to be used anywhere outside of equipment purchases through Safe Haven, which further undercuts the allegations listed within the complaint.

  Nevertheless, based on our review, we are unable to honor the customer’s request of a penalty-free cancellation or a refund. We stand by the terms and conditions signed and the measures taken to disclose all necessary information to the customer on top of that. In efforts to provide excellent customer service and maintain a positive relationship, Safe Haven’s customer support team contacted the customer to address the concerns and reminded the customer of the details she signed and agreed to. Safe Haven kindly invites the customer to contact us if she has any additional questions. Safe Haven is happy to help address any additional questions or concerns the customer may have. We can be reached Monday through Friday, 8 AM to 7 PM central time at ###-###-####. Should the customer be unable to utilize the phone number listed, he may contact us by email at ***************************.com.

  Thank you for your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer response

  06/28/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I was advised that I was in a 24 month price lock. I was not told that it was a 36 month contract. I was also told that for the additional equipment it was a line of credit, not a credit card. In addition I was never told I had a certain amount of days to cancel without being penalized. The install took 2 whole days to complete and the install tech put a whole in my wall then covered it with a face plate. I would have canceled that same day if I knew I could. I have already canceled due to the frustration this has all caused. I should not be penalized for the lies told by Safe Havens sales people and installation people. I should have also been advised I could cancel within a certain amount of days and not be stuck with an astronomical fee. When you call and speak to anyone at Safe Haven, they are rude as can be and not helpful. 
  Sincerely,
  
  ****** ******

  Customer response

  06/28/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I was advised that I was in a 24 month price lock. I was not told that it was a 36 month contract. I was also told that for the additional equipment it was a line of credit, not a credit card. In addition I was never told I had a certain amount of days to cancel without being penalized. The install took 2 whole days to complete and the install tech put a whole in my wall then covered it with a face plate. I would have canceled that same day if I knew I could. I have already canceled due to the frustration this has all caused. I should not be penalized for the lies told by Safe Havens sales people and installation people. I should have also been advised I could cancel within a certain amount of days and not be stuck with an astronomical fee. When you call and speak to anyone at Safe Haven, they are rude as can be and not helpful. 
  Sincerely,
  
  ****** ******

  

  Business response

  07/01/2024

  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. After reviewing the account records, Safe Haven respectfully disagrees with the complainant’s characterization of events. Safe Haven made a conscious effort to maintain transparency and ensure that the customer fully understood the terms and conditions of the Alarm Services Contract.

  As a result, Safe Haven previously escalated this matter internally and responded to escalations from ADT involving similar allegations. Safe Haven has spoken with the customer directly and advised all  necessary information was provided upfront, specifically, the term length. Outlined within the contract, the contract terms are also explicitly detailed.

  Given the above, Safe Haven denies any wrongdoing on its part. We acknowledge our decision may be unfavorable, but we are upholding the terms signed. We are unable to offer a penalty-free release or additional refunds. Safe Haven is happy to help address any additional questions or concerns the customer may have and kindly encourage the customer to reach out to us. We can be reached Monday through Friday, 8 AM to 7 PM central time at ###-###-####. Should the customer be unable to utilize the phone number listed, he may contact us by email at ***************************.com.

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

  

  Business response

  07/01/2024

  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. After reviewing the account records, Safe Haven respectfully disagrees with the complainant’s characterization of events. Safe Haven made a conscious effort to maintain transparency and ensure that the customer fully understood the terms and conditions of the Alarm Services Contract.

  As a result, Safe Haven previously escalated this matter internally and responded to escalations from ADT involving similar allegations. Safe Haven has spoken with the customer directly and advised all  necessary information was provided upfront, specifically, the term length. Outlined within the contract, the contract terms are also explicitly detailed.

  Given the above, Safe Haven denies any wrongdoing on its part. We acknowledge our decision may be unfavorable, but we are upholding the terms signed. We are unable to offer a penalty-free release or additional refunds. Safe Haven is happy to help address any additional questions or concerns the customer may have and kindly encourage the customer to reach out to us. We can be reached Monday through Friday, 8 AM to 7 PM central time at ###-###-####. Should the customer be unable to utilize the phone number listed, he may contact us by email at ***************************.com.

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

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This past winter, two male door-to-door salesmen went uninvited to my elderly mother's home, in the dark, to peddle their security service. She was in her nightgown and told them to come back another time. They returned on or around January 31st of this year and talked her into signing a 3 year contract. She specifically told them she is NOT the homeowner (I am) but they installed the equipment anyway and got her to sign the contract, without my knowledge or permission. They lied to her about being able to "transfer" the service and equipment if she were to move. Although she signed a contract, it was a 17 page document on a tablet which she was unable to read or comprehend all the implications of. She never even got a copy of it until May 17th, after I called and spoke to a Safe Haven representative. My mother ended up moving to another home last month, and spent days trying to contact someone about moving her service, as promised. She got nothing but a total runaround; transferred, put on hold, disconnected, referred to ADT etc. Her salesman/installer refused to take or return her calls. When I was finally able to reach someone at Safe Haven and explain the situation, I was informed that there is no transfer service option and that my mother will need to contact ADT and set up a new 36 month contract at whatever price they charge, OR pay over a thousand dollars to cancel the contract. Since I moved my Mom to a safer neighborhood in May, she has no need for the security alarm or fire alarm (I installed my own smoke and CO detectors). I find this collaboration between Safe Haven and ADT very shady, and feel that they take advantage of the elderly through misinformation and unethical sales tactics. I too have made several calls trying to resolve this, with no luck. The people I have spoken with do not seem to have the authority or motivation to help us resolve this.

  

  Business response

  06/11/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. We take the customer’s allegations of elderly abuse seriously and as a result, we would like to provide clarity from our investigation findings.
  After reviewing the account records Safe Haven has conducted a thorough investigation of the account, and we respectfully disagree with the customer’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and the customer’s interactions with customer service. At no point during the collection of necessary documents and verbal recordings did the account holder advise she was not the homeowner.
  
  Also, please note the account holder has yet to express any dissatisfaction or reiterate the characterization of events that her daughter has formed within the complaint details. Instead, the account holder’s daughter first made any mention of dissatisfaction on May 14, 2024, after the account holder notified Safe Haven of her relocation request. Safe Haven advised the account holder’s daughter of the relocation options conducted through ADT and also advised of early termination fee options should her mother decide not to reactivate services.
  
  Additionally, Safe Haven’s account preservation team contacted the account holder by phone and email to ensure she not only had all necessary information to facilitate a relocation, but also information regarding different ADT options, early termination fees, and scenarios involving military relocation. Safe Haven did not hear back from the account holder, but the account holder’s daughter instead began to allege her mother was elderly and was taken advantage of after the account holder had previously advised us she was relocating and wanting to transfer the services.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part.  Safe Haven has reminded the account holder’s daughter the Alarm Services Contract (“contract”) documents included a Notice of Cancellation, advising the account holder of the three-day period in which she could cancel or rescind the contract. Within the contract, time stamp and date analytics reflect when the account holder received the contract, reviewed it, and signed it further undercutting the complaint details.
  
  Consequently, when Safe Haven collected all the necessary documents and verbal recording before installation and during, the account holder signed she understood the terms and conditions of the alarm monitoring services. When the account holder was provided a copy of the contract, it ensures she had ample opportunity to review the contract terms and provided a rescission period to enforce at her discretion. When the account holder failed to enforce her right to cancel penalty free after being provided all necessary information upfront, she understood she would be subject to contract terms which ultimately contradict the daughter’s remarks of the account holder not being provided the terms explicitly.
  
  At this time, the customer is outside the rescission period and the account has been cancelled due to relocation. For a relocation to dismiss the Early Termination Fee, the new account must be fully active and Safe Haven must be notified of the new account activation. Additionally, the newly activated account must be 36 months in duration. Should the account holder fail to relocate services, we kindly encourage the account holder to contact us at her earliest convenience to settle the early termination fee balance. Failure to do so will result in the account being forwarded to our outside agency for collection of the fee. Safe Haven can be reached at ###-###-#### between the hours of 8 am-5 pm, Central, Monday through Friday.
  Thank you for your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business response

  06/20/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint. We take the complainant's allegations of elderly abuse and fraud seriously, and as a result, we have thoroughly investigated this matter. Safe Haven would like to take this opportunity to address the concerns listed and provide additional clarity.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the allegations listed. 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 equipment being provided, and the rescission period utilized to enforce a penalty-free cancellation. Please note, the account holder has not expressed any of the same sentiments her daughter has at any point throughout this entire matter.
  
  Additionally, Safe Haven conducted a verbal compliance recording prior to the installation that captured the account holder authorizing she was the homeowner. Safe Haven also collected an electronic signature with the installation work order which explicitly listed the terms of the Alarm Services Contract (“the Contract”). Not only did the account holder receive equipment at no cost, but the sales representative waived upfront activation fees.
  
  Furthermore, the account holder was provided the Contract during the installation and immediately after she provided her signature. Time stamp and date analytics were reflected when the account holder was sent the Contract, viewed it, and signed it. Within the Contract, the Notice of Cancellation page provided explicit details of the 3-day rescission period and the steps to enforce said right. Safe Haven does not intrude on this right or prevent the account holder from enforcing it, as it simply requires the account holder to sign and date the document opting to exercise a penalty-free cancellation within the designated time.
  
  Consequently, when the customer signed the Contract, she acknowledged she read and understood the terms and conditions. The remarks alleging the account holder was “unable to read or comprehend all the implications” in addition to never receiving a copy of the contract until a later date are unable to be substantiated. The documentation referenced above provides compelling evidence undercutting the allegations against the sales representative and the installation technician.
  
  It is important to note, Safe Haven was notified of the customer’s relocation on April 30, 2024. At which time, Safe Haven provided all necessary information to connect the account holder with ADT Corporate to assist the account holder with avoiding early termination fees. Based on the details of the complaint, it would strongly suggest there may be some confusion between the account holder and the complainant.
  
  Given the above, Safe Haven denies any wrongdoing on its part. We acknowledge the account holder fraudulently signed the contract as a homeowner, however, she would still be held to the Contract’s terms. The complainant is well within her rights to take the actions she feels necessary against the account holder acquiring services without her permission.
  
  In conclusion, the account holder will be subject to the terms and conditions of the alarm services contract if she is unable to utilize the relocation details previously provided. (See page 5, term 2).  We invite the account holder to contact us directly if she has already relocated the services through an active ADT account, to provide Safe Haven with her new address, primary phone number, email, or ADT BLUE ID # on the new account. Should the account holder decide to forego relocation through the designated options listed to avoid early termination fees, she will need to settle the early termination fee balance. Failure to do so will result in her account being forwarded to our outside agency for collection of the fee. Safe Haven can be reached directly at ###-###-#### between the hours of 8 am-5 pm, Central, Monday through Friday. Should the customer be unable to reach us by phone, she may also contact us by email at ***************@mysafehaven.com.
  
  Thank you for your time and your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer response

  06/30/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Safe Haven keeps repeating the same inaccurate information. I have already submitted rebuttals to each inaccuracy. For them to now accuse my elderly mother of fraudulent action is outrageous. This predatory business should be permanently shuttered. 

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the system and the authorized installer from Safe Haven wasn’t able to get it to work and told me to call ADT directly. The customer service person was agitated when I called and sent me back to Safe Haven. They sent someone out who was having “the worst day”, and said they couldn’t fix the issue and said he would text me to repair and never did. I called to cancel my service based on their 6 month money back guarantee on non-functioning equipment and they now say that my particular issue doesn’t qualify for this policy because according to my first call they had to have someone come by again and say it doesn’t work and according to the second call now the camera doesn’t qualify as equipment that falls under the policy. They want to charge me $2400 to cancel a system I was NEVER able to use properly or safely and every time I call their story changes as to why I don’t qualify for this credit even though I confirmed that it did prior to calling to cancel.

  

  Business response

  06/04/2024

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

  

  Business response

  06/18/2024

  Dear Better Business Bureau,
  
  Thank you for allowing Safe Haven the opportunity to address the link provided within the customer’s rejection. We understand the dissatisfaction with our previous decision, but our decision remains the same. Based on the link provided, Safe Haven believes there is a misunderstanding and would like to provide additional clarity.
  It is important to note, the link included in the rejection is from ADT’s website and not Safe Haven. Also, the link doesn’t clarify what the customer was wanting Safe Haven to address, as she only provided the link without any commentary.

  
  At this time, we acknowledge our decision is unfavorable, but we are upholding the terms and conditions listed within the Alarm Services Contract. If the customer would like to move forward terminating the services, she would be subject to the early termination fee. If the customer wishes to forego cancelling and would like to schedule a service appointment, Safe Haven kindly  encourages the customer to contact us Monday through Friday, 8 AM to 7 PM central time. Our customer support can be contacted at *************
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer response

  06/18/2024

   
  Complaint: ********
  
  I am rejecting this response because: I did indeed provide information about the link found on the ADT website. As an authorized dealer, this would need to be upheld by them. If they do not waive termination fees, I will be forced to take legal action against Safe Haven and ADT as well as adding testimonials to any review website that will take it. 
  

  They are correct their response is unfavorable and honestly unacceptable, just like their service.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 28th the technician stopped by to install the free devices me and my wife got for buying a drhorton house. He asked if I wanted anything else installed and I said just some window sensors for the downstairs. Once he installed everything he asked me how long of a grace period did I want to play around with the new security device so it wouldn’t call the cops while we learned how to use it. My wife was on a business trip for a couple more days so I told him 2 or 3 days. Once she got home we decided we didn’t want it right now. So I called New Haven 4 business days later to try and cancel and they said you only have a 3 business day grace period other wise you have to pay 75% of your remaining 3 year contract. I told them I never signed a contract and nobody told me anything about a 3 day grace period or the 3 year contract. The only thing I signed was when the technician had me sign to complete installation with the one time charge of 450 dollars for the extra equipment. I tried to call ADT directly but they said unfortunately they have a contract with safe haven so they can’t really do anything. I honestly feel scammed. How does no one say anything about a 3 year contract or a grace period for returning it. Obviously if I knew I had a 3 day grace period I would have made that decision within those 3 days. Basically I feel Stuck now. A waste of money.

  

  Business response

  06/04/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. During the installation, the customer was presented with additional equipment and upgrades to purchase at his discretion. Safe Haven collected wet signatures from the customer on a home customization sheet and a credit card authorization form acknowledging the additional equipment and cost associated with the additional equipment chosen.

  Second, in addition to the wet signatures collected, Safe Haven collected electronic signatures within the Alarm Services Contract (“contract”) that itemized the details of the equipment installed and the alarm monitoring services being provided. Each of the electronic signatures were authenticated by the customer’s email address which contradicts the customer being unaware of the Alarm Services Contract or the rescission period.
  Third, the contract reflects time stamp and date analytics of when the customer received, reviewed, and signed the document further undercutting the customer’s remarks. Although the customer may have contacted Safe Haven on 6/1/2024 to express his cancellation request, he was outside the designated time frame allotted to be deemed eligible for a penalty-free release.
  
  In conclusion, Safe Haven captured supporting information that confirmed the customer’s awareness of all necessary information regarding the terms of the contract. We acknowledge that our decision may be unfavorable to the customer, but we are upholding the terms signed. We thank the Better Business Bureau for bringing this matter to our attention and allowing us the opportunity to provide additional clarity regarding the concerns listed.
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer response

  06/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: the salesman or technician never mentions anything about a contract or a grace period to cancel. I’ve been in sales for a long time and I make sure they know they are signing a contract of any sort or any cancellations have to be done within this time frame. It’s such a horrible way to do business to try and scam people by not letting them know up front. They say hey sign this it’s just to complete installation so you don’t think anything of this and sign it. They hope you don’t read it and look into it. They don’t even give you have copy of said contract. That would be nice to have before hand to read over it. I really don’t know how they can be ok with them selfs knowing they scam a ton of people like this. Look at the reviews they have 1.3 stars out of 5. I wish I looked into them before this. There is obviously a reason no one is leaving them a good review. 
  
  Sincerely,
  
  *** *****

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