Safe Haven Security Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This information is incorrect I was told I was getting the key fob when I initially agreed to get the alarm system.. I was also told I was getting the motion dectar as wellThe only thing that I was offered was the smoke dectar That was at the initial set upBut after that I was still under the impression that I cold turn my alarm on and off through my cell phone which I was not which is when I contacted safe haven again and I was told I would have to pay more money even though I was promised this at the the beginning if the set upI an not happy with the serviceI have been paying firbthis services and it is not want I was told I was getting and I do not want to be in a contract with a company that is not honestAt this point I want the company to come and get all of their equipment and get it out of my house and take me out of my contract with no penalty I don't even use use the alarm because I am so unhappy with this company and their sales reps and their customer serviceThis has been the worst experience.
Regards,
*** ***

To whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by *** *** Safe Haven Security is committed to resolving the complaint at hand, and has since left a message for the customer to discuss over the phone The client
permitted the technician to install a new security system within the residence on 9/3/2015, provided the technician with banking information to have the monthly monitoring debited from her account on 9/3/2015, called back on 9/30/to notify Safe Haven Security that her last name was incorrect on the account and requested it to be fixed, and lastly sent in the $rebate form to Safe Haven Security on 11/11/to receive the rebate for signing a three year contract All of these events listed above would lead Safe Haven Security to believe the electronic contract in question was signed by Mrs*** We hope to find acceptable resolution on this matter in the near future Thank you for your review.Sincerely,Josh B#-###-####

Dear Revdex.com,Please accept this as Safe Haven Security Services response to the rejection by the customer Safe Haven's initial response covered all complaint items within the original complaint The customer is now listing new items that they are unhappy about regarding the limitations on the current system installed I have zero comments documented by our Customer Service team regarding the client needing the ability to remotely control the system by her phone I am more than willing to discuss further with the client available options to enable the additional services at anytime Please feel free to call me directly at ###-###-#### Thank you in advance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I fail to find any attempt for resolution in this response received from Safe Haven. I received a voice message from Safe Haven on Thursday April 28th stating that they would like to find a resolution for me. I was not able to return the call until this afternoon May 2nd 2016. I left a message and have not received a returned call. I have included my original complaint with only those issues related to the response from Safe Haven. I have emphasized the main points I never contacted Safe Haven in August Why would I, that makes no sense. I did not sign my name to the contract dated May 11th Please re- read my complaint. If these things were true that are in Safe Havens response, I wouldn’t have a reason to file a complaint!I am still in hopes of a resolution from this company. If these things were true that are in Safe Havens response, I wouldn’t have a reason to file a complaint! I am still in hopes of a resolution from this company.
Regards,
*** ***

Hi ***, Safe Haven Security’s Customer Service Team handled this customer complaint on 7/15/ Since then a letter has been drafted and forwarded to *** to remove the credit inquire made by Safe Haven Security We have informed the customer of the action taken, and the
client was satisfied with the outcome Please review our statement and close this matter Thanks. *** ***Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####***

To whom it may concern:Safe Haven Security has spoken to the client by phone on July 1st, 2015, and traded two separate emails with the client in an attempt to resolve this matter Safe Haven Security as well has sent by email a copy of the signed contract documenting the three contract the
client signed on December 8th, Three options have been presented to the client in an effort to assist the client with the current complaint in question Safe Haven Security at this time is waiting a response from the client regarding the route we will follow to conclude this matter

Dear Revdex.com,Please accept this as Safe Haven Security's formal response to the clients complaint regarding the promised $visa gift card Safe Haven Security does offer a promotion to all clients in the form of a $rebate when we install a standard security system
including keypad, door / window contacts, motion detector, interior siren, and remote key fob The sales brochure in question specifically states that we will install the above mentioned equipment and provide the client a $Visa Gift Card The client did not choose the standard package advertised in the sales brochure, which is why the client is not due the $rebate Safe Haven Security installed for the client keypad, door / window contacts, motion detector, remote key fob, interior siren, and monitored smoke detector The client in this case opted for additional door / window contacts, along with monitored smoke detector in lieu of receiving the $rebate Safe Haven Security has left a voicemail with the client regarding the complaint, and hopes with this response will bring some clarification to this matter Thank you for your review.*** ***CFOSafe Haven Security

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Ms*** Safe Haven would like to begin by sending our apologies to Ms*** for the terrible experience she encountered Safe Haven takes great pride in our
commitment to outstanding customer service, and the acts of this unnamed employee do not reflect the sales techniques taught universally Safe Haven has since terminated the employee in question on September 6th, We will follow up this response to the Revdex.com, with an email walking Ms*** through the process of removing the credit inquire made upon setting up the initial contract for security monitoring We as well invite Ms*** to contact us directly should she have further concerns or questions Thank you for your review of response Sincerely, Safe Haven Security Services, Inc

Hi *** and ***, Please accept this email as Safe Haven Security Services formal response to the complaint made by Mr***. Safe Haven has spoken to Mr*** regarding his questions and concerns on several occasions. I have requested Mr*** to send in a formal letter
requesting the cancellation of his service, but have received zero communication from the Customer since 8/25/2016. Safe Haven currently has a hand signed contract by Mr***, along with an electronic signed contract by Mr***. Both contracts require different initials and or signatures. The contract’s signed specifically detail the monthly monitoring charges, and point out the month contractual agreement for installing a security system at a reduced charge. Mr*** has been very volatile over the phone with Safe Haven’s Customer Service Representatives. We hope to find an agreeable resolution, but at this time the Mr*** has stopped communicating with Safe Haven, and has moved to submitting complaints through the Revdex.com. Thank you for your review. *** ***Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint submitted by Ms*** Safe Haven Security at this point in time has left a message for the Customer in an attempt to resolve the current complaint at hand The
Customer did sign a three year contract on May 11th, 2015, and signed a Notice of Cancellation form acknowledging receipt of the document on May 11th, The Notice of Cancellation form provided the final date the Customer could cancel the contract with zero penalties which was May 14th, Safe Haven Security has record of the Customer calling on August 13, requesting the cancellation of her service, which our Customer Support Team relayed the cost of cancelling her three year contract originally signed on May 11th, The Customer then requested to discuss further with our National Sales Manager, which he promptly called and left a voicemail for the Customer the same day Safe Haven Security has received zero communication from the Customer since the voicemail was left Although we hope to find resolution to this matter, Safe Haven believes we have done our due diligence in attempting to resolve the Customer's complaint over the past year Safe Haven apologies for the poor experience stated within the complaint, and will continue to coach our employees on best practices to ensure a positive Customer experience each and every time Thank you for reviewing our response

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mrand Mrs*** First Safe Haven would like to take this opportunity to apologize for any and all frustrations caused by these events Safe Haven has reviewed all
correspondence by the Customer and ADT / Safe Haven The Customer had a home security system installed on 1/30/2017, since then calls on 3/10/and 4/3/were made regarding issues with one glass break detector being set off by their dogs On 3/11/Safe Haven went to the Customers home and reset the glass break detector in an attempt to reset the sensor threshold, and then again went out on 4/4/to install door/window contact at zero cost due to the continued issues experienced by the Customer Safe Haven has reviewed the phone records for the call on 4/3/where ADT offered to switch out the current glass break detector for door/window contact Due to the acceptance of this offer by the Customer over the phone with ADT, on 4/4/the technician only brought contact as originally agreed upon Since then the Customer has opted to call into ADT and Safe Haven to cancel the year contract signed on 1/30/ Safe Haven's customer service team has advised the Customer per the contract the fees due to cancel the contract prior to fulfilling the years Safe Haven and ADT believe they have fulfilled the obligations of the contract, and therefore have not issued a release of the contract in question In an effort to find resolution, Safe Haven is willing to offer the Customer additional door/window contacts at zero cost Safe Haven is not obligated to offered such additional equipment, but is hopeful this offer will bring an acceptable solution to Mrand Mrs***'s complaint Should these terms be acceptable, Safe Haven would request the customer call 1-800-842-to call and schedule an appointment with our technician Thank you for your review

June 10,
RevDex.com of Greater Kansas City
Ward Parkway, Suite
Kansas
City, MO
RE:
*** *** ***
Complaint
# ***
This
letter documents Safe Have Security’s response to the complaint
from *** *** *** on 6/9/2015.We first would like to apologize for the tardiness on
getting this response back to the Revdex.com and the Client.
Safe Haven Security values our customers and their opinions regarding issues
after installation
Safe Haven Security signed up the client for ADT service on
3/23/ The client at the time signed a year contract, which stated
if canceled over the first months that a balance of 75% of the remaining
months plus equipment provided at zero cost would be dueSafe Haven Security received zero communication from the client until 3/10/when the client was moving to a new residence The complaint by the client stated she had numerous issues with the security system, although we had zero communication with the client up until the client needed to move service Upon the client stating in March of that she wanted to cancel her service versus transferring the service she was quoted the 75% of the remaining balance on the contract which was $ In an attempt to resolve the matter Safe Haven Security accepted $to close the clients account Our apologies go out to the client for her experience, but feel the experience is being blamed on Safe Haven Security by following through on the contract terms the client signed originally
Thank you for reviewing our response
***
***
*** *** ***
Safe Haven Security Services Inc
Office: ###-###-####
***

Dear Revdex.com,Safe Haven Security has reached out to the client since the last response made to the Revdex.com Safe Haven has discussed the issues at hand with Mr***'s Wife, and we had come to an acceptable solution Since that conversation Mr*** has attempted to contact Safe Haven one time, and left a very negative message for us to respond to Safe Haven has left a message back for the customer with zero return calls Mr*** is requesting to cancel his month contract, which comes with a cancellation fee Mr*** at installation signed a Notice of Cancellation that specifically gave the client days to cancel, not days as he has listed within his complaint Within the first response to the Revdex.com, Safe Haven explained that Mr*** did not call to communicate with *** or Safe Haven until 4/11/that the system had issues, which was days after installation Safe Haven will not be releasing the Customer of the contractual obligations due to these reasonsThank you again for reviewing the additional complaint and response

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mr*** Safe Haven would like to first apologize to the Customer for any and all frustrations through this process The Customer is correct as we have been out to
the house on two occasions to assist with setting up a new security system for the client Our first visit to the home included our Technician and Mr***'s Wife During the inspection of the system Safe Haven concluded that the existing system would not adequately protect the Customer due to the current hardware installed within the home Safe Haven's Technician had began removing the old equipment, and installing new equipment to properly equip the client prior to Mr*** deciding to hold off on the installation until a later date when he could be available When the Technician left the home he advised Mrs*** that the old system that was removed would be left in the garage until a new appointment time and date was set up to come back out to finish the installation Upon coming out for the second visit to reinstall the old system, certain parts had been taken from what was left in the garage, leaving the old system unable to be reinstalled At this time Mr*** does not want to proceed with a security system with Safe Haven Security as you can note within the complaint Safe Haven has reinstalled the old system back into the home, with the exception of the transformer that was missing from the garage upon our return I would be glad to speak with Mr*** over the phone, but at this time we do not have further information to report Thank you for your review of Safe Haven's response. Sincerely, *** ***###-###-####

Safe Haven has requested Mr***'s to contact our corporate office directly to work through these outstanding concerns Since 2/9/when Safe Haven responded to the original complaint to the Revdex.com, zero communication by phone has been attempted by the client Upon receiving a phone call from Mr***, Safe Haven will attempt to find resolution to this matter Please call ###-###-#### at your earliest convenience Thank you.

To whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by *** *** Safe Haven first would like to apologize to Ms*** for the poor experience she has experienced, and secondly apologize for the tardiness of our response At
this point in time Ms*** has received a full refund on the amount debited from her account for the activation and initial monthly monitoring Safe Haven would like to as well compensate Ms*** for the repairs to the wall, and has since left a voicemail to begin communication to settle this out Safe Haven appreciates all feedback, good and bad, and will use this poor experience by Ms*** as an opportunity to retrain our Sales Division on the importance of over communicating with the customer Thank you for your review of this response.Sincerely,*** ***CFO 816-399-4425

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Ms*** Safe Haven would like to begin by sending our apologies to Ms*** for the terrible experience she encountered Safe Haven takes great pride in our
commitment to outstanding customer service, and the acts of this unnamed employee do not reflect the sales techniques taught universally Safe Haven has since terminated the employee in question on September 6th, We will follow up this response to the Revdex.com, with an email walking Ms*** through the process of removing the credit inquire made upon setting up the initial contract for security monitoring We as well invite Ms*** to contact us directly should she have further concerns or questions Thank you for your review of response Sincerely, Safe Haven Security Services, Inc

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mrs***First, Safe Haven would like to extend our apologies for any and all frustrations felt by the CustomerHowever, Safe Haven has already settled this matter with the
customerThe equipment was removed on 7/15/and a refund for the amount of $was refunded to the original method of payment used for the transactionThe additional 1$was the amount debited from ADT Corporate for the prorated monthly monitoring rateSafe Haven has contacted ADT and verified the fee of $had been generated on 7/4/and may take up to days to reflect in the customer’s original method of paymentSafe Haven would also like to provide Mrs*** the direct line for billing should she want to verify this as well, ***Thank you for your review

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***