Safe Haven Security Services, Inc.

Hi [redacted],Thank you for bringing this complaint to my attention.Please accept this as Safe Haven Security’s Services formal response to the complaint made by [redacted].  Safe Haven Security would like to apologize to the customer, as the account should have been turned off upon the phone...

call from the customer in July.  Due to an accounting error, the automatic [redacted] payment continued to draft over the next four months.  The [redacted] payment has been stopped and a check in the amount of $139.96 will be refunded back to the client by the end of this week.  We hope this will bring resolution to the complaint at hand.  Thank you for your review. [redacted]Safe Haven Security Services Inc.Office: ###-###-####[redacted]

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.

[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 [redacted], and I accept it. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I called the company and left a message. When [redacted] called back she acted as though she was calling because I asked them. Which I did but I was calling them because they swore that they've wanted me to call since 2/9/17 but I only saw the the number on the last letter they sent.I did give [redacted] the name of the agent that told me that I'd have 30 days regardless of what the contract said and after just a few minutes she said she called the local branch. Conveniently, [redacted] doesn't work there any more and the manager (the very person that [redacted] asked to waive the contract) said that there was no documentation of my claim. According to [redacted], he thought everyone got 30 days but didn't know that you didn't get 30 days until I tried to cancel. There wouldn't have been documentation because he thought it was part of the normal running of business. At any rate, even if you demand documentation, the people [redacted] spoke to are the people that told [redacted] they refused to do anything. So regardless of what he said or did, they'd deny it anyway. I can't prove it one way or the other - I can't get a hold of [redacted] to ask him. The number I have for him may have been a business number and if he's truly gone then he won't answer it.I did tell [redacted] that I understood where they were coming from but that doesn't mean I believe her. She gave the impression that I were just someone she just needed to swat away and that was it. Which I suppose is true since they do have a contract and I have nothing but I would be morbidly embarrassed if this is the way I did business. It's odd that those that could have confirmed my story aren't there any more and the one who denied the remarks existed is the ones that [redacted] told them what he said to me but now deny it because "it's not in the system". But given [redacted]'s attitude - I'd be surprised if she actually did call the local office to ask.
Regards,
Bryan [redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Ms. [redacted] First, Safe Haven would like to extend our apologies for any and all frustrations felt by the Customer. Safe Haven strives for an excellent customer experience, and...

unfortunately it would appear per the complaint we have not succeeded in this case. Ms. [redacted] did sign a three year contract with Safe Haven and ADT on 7/3/2017 which states in several places the contractual terms,Safe Haven Authorized Dealer and it affiitlion with ADT, as well includes a Notice of Cancellation form to ensure each customer is aware of the terms of the agreement. Ms. [redacted] upon signing the contract was then emailed a copy of the contract for her records and review. Safe Haven and ADT require contracts to be signed to ensure each Customer has the same opportunity to review and understand the terms of the agreement. Ms. [redacted] contact Safe Haven Customer Service on 7/19/2017 inquiring about the grace period to cancel penalty free because she had moved from another state where her local service was Guardian and didn't realize she was signed up with a different company making the assumption that Safe Haven was the same. The Customer Service Agent asked if the sales representative who was able to obtain the sale identified himself as a representative from Safe Haven and she confirmed he did. Ms. [redacted] also stated that the representative had not done anything wrong and it was her own confusion. The Customer Service Agent did inform Ms. [redacted] she was outside of the rescission period and Ms. [redacted] stated she had thought so but then inquired about getting her glass break sensor adjusted for sensitivity. The Customer Service Agent also provided Ms. [redacted] of a cancellation quote and she had stated she would get back with us on her decision. On 7/25/2017 Ms. [redacted] contacted Safe Haven Customer Service with the same agent and stated she needed to cancel the previous service appointment requested but that she would call back to reschedule. On 8/2/2017 Ms. [redacted] contacted Customer Service and spoke with a new agent and  stated that her sales rep informed her she could call back and cancel at anytime and that she would need to speak with a manger/ supervisor to escalate this situation as far as possible until fees were waived and the contract was terminated as this was a situation she informed the Customer Service Agent," that penalty free cancellation will be honored if she speaks to the right person". The Agent stated she had previously spoke with an agent who had previously informed her of the exact opposite and contacted the sale representative to verify Ms. [redacted]'s claims. The sales representative stated the allegations were false and that the contract was agreed and understood at the time of installation. On 8/3/2017 athe Customer Service Manager contacted Ms. [redacted] per her request and Ms. [redacted] reiterated that " she would climb the ladder and do everything in her power to ruin our company and threatened legal action". Safe Haven is unable to release Ms. [redacted] from the contractual agreement as she stated our sales representative did not misrepresent himself or our company. Thank you for your review.

Please accept this as Safe Haven Security Services response to the rejection by Ms. [redacted].  Safe Haven hoped to find prompt resolution to this matter, but ultimately we have made no ground.  Safe Haven will assist Ms. [redacted] in cancellation of her service, schedule the removal of the equipment installed, and will supply an invoice to the Customer for the early termination fees as she has requested.  In order to cancel the service we will need Ms. [redacted] to call ###-###-#### and ask for our Cancellation Department.  Upon receiving Ms. [redacted]'s phone call we will process the cancellation, through a conference call with [redacted].  Thank you for your review.

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to Ms. [redacted]’s complaint.  We would like to first offer our apologies for the frustrations the customer has encountered.  Safe Haven along with our partner [redacted] strive for excellent customer...

service on a daily basis, and hope through continued dialog we may find an acceptable solution to Ms. [redacted]’s concerns.  Safe Haven installed a new security system for Ms. [redacted] on 9/13/2016, which included a new keypad, 9 new sensors, and 1 key fob at zero cost to the customer.  Safe Haven does not know how to comment on these items being offered at an expensive price per Ms. [redacted], when the customer received these items for free when signing her 3 year contract.    Ms. [redacted] has complained that the installation went poorly, yet we have had zero calls from the client relating to equipment failures.   Safe Haven as an Authorized Dealer of [redacted] is not allowed to offer USAA discounts, which is why the installer did not incorporate these requested USAA discounts within the contract.  In an effort to keep a satisfied customer, Safe Haven did write a check to the customer to honor a matching offer through USAA.  Yet Ms. [redacted] continues to follow up with complaints after cashing the check 8 days after the installation for the USAA discounts.  It is our opinion that Safe Haven has not mistreated Ms. [redacted], and by all accounts went out of our way to ensure she was a satisfied customer.  We believe the customer’s intentions are to cancel the signed 3 year contract, and is attempting to use these statements to force our hand.  After researching the matter, Safe Haven will not be releasing Ms. [redacted] from the contract without first collecting the amount due  per the contract to close the account.  We hope Ms. [redacted] will contact us directly to resolve this matter.  Thank you for your review of this complaint. Josh [redacted]Chief Financial OfficerSafe Haven Security Services Inc.

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mr. and Mrs. F[redacted].  Safe Haven would first like to offer our apologies for any and all frustrations experienced by the Customer's.  Safe Haven has reviewed our notes on...

your file, as well all correspondence through ADT.  Mr. and Mrs. F[redacted] first submitted a Revdex.com complaint through ADT, which Safe Haven assisted and responded to on 4/3/2017.  Safe Haven has included the original response submitted below, and stands behind the initial response.  Mr. and Mrs. F[redacted] within their move to a new residence did sign a new contract with ADT, and therefore is liable for the applicable charges until the contract is fulfilled.  Safe Haven can find zero promises to the Customer that have not been fulfilled at this time.  Thank you for your review.   Thank you for contacting Safe Haven Customer Support. Your previous account was cancelled through ADT and have processed the refund for the months you were double charged. ADT is refunding this amount as they bill for monitoring, if you have any further questions please feel free to contact ADT directly at [redacted]. Safe Haven will not refund this amount as Safe Haven does not bill for monitoring.

Dear Revdex.com,Please accept this as Safe Haven Security Services response to the complaint made by Mr. [redacted].  Safe Haven would like to first thank Mr. [redacted] to bringing this matter to our attention.  The misinformation provided by our sales rep, and lack of communication...

is not acceptable.  Due to these circumstances Safe Haven has approved releasing the customer from the contract with zero cancellation fees.  Safe Haven has relayed this information to Mr. [redacted], and all parties have agreed on such resolution.  Thank you for your review. Sincerely, Safe Haven Security Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I am currently paying for protection on 20 windows, though I have only been able to set my alarm for about 4 out of the last 150 days. I can't set my alarm because the dog's barking makes it go off even though the Safe Haven ADT person I spoke to before I bought my alarm system assured me this would not happen. I will get fined if the police keep showing up at my house, so I can't set my alarm. My house has sat unprotected for the last 5 months though I have still paid ADT religiously almost $60. a month because I do not wish to ruin my credit. I do not understand this Safe Haven ADT Company. They claim to care about people's safety but have done nothing to protect mine even though I am paying them every month to do so. Why is ADT Safe Haven doing this to me? Does this company have no integrity? Do they not stand behind their products and promises?I am currently paying almost $60. a month for ADT to protect 20 windows. ADT now is offering to only protect 4 windows and thinks this is fair? For the same price? ADT Safe Haven, you should be ashamed of yourself. You can only conduct business this way for so long before people realize what you are really about. You need to be fair and give me protection on all 20 windows like you said you would and like I am already paying you to do. I trusted you with the safety of my family. What happens if we are broken into? What happens if one of us is hurt due to your refusal to protect my home even though I am paying you to do so? You should be ashamed of yourselves. This is not the way a reputable company conducts business.
Regards,
[redacted]

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint submitted by Mr. [redacted].  Safe Haven would like to first apologize for the customer's frustrations, and hope in the near future to be able to resolve this matter.  We...

would ask the Customer to please send a copy of all communication between Mr. B[redacted] and Mr. [redacted] to [redacted] so that we can investigate this further.  Safe Haven does have a contract signed by Mr. [redacted] acknowledging the monthly monitoring at $54.99, but will make all efforts to right the wrong if we can confirm alternate monthly pricing was promised.  Thank you in advance for your review of this response.

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Mr. [redacted].  First we apologize for any and all frustrations the customer has experienced through this process, and hope we can assist in bringing resolution to this...

matter.  Mr. [redacted] did sign a three year contract with Safe Haven and [redacted] on 3/10/2016, which outlined within the contract the terms of early termination.  Mr. [redacted] called Safe Haven on 3/1/2017 inquiring why he would be subject to these termination fees, our Customer Service team assisted in clarifying the terms of the contract signed one year prior.  Safe Haven also educated Mr. [redacted] on options to avoid such termination fees should he be able to connect the new home owner with Safe Haven to set up service and take on the current contract in question.  Mr. [redacted] was not satisfied with the information provided, and now is filing this Revdex.com complaint.  Safe Haven has made zero attempts to be threatening, we have simply have informed the customer of our legal rights when a customer does not fulfill the contract signed.  Thank you for your review of Safe Haven's response.

To whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted].  The clients security system was installed in January 2015.  The client first contacted Safe Haven Security Services June 10, 2015 regarding a rebate. At the...

time of installation the client opted for additional equipment to be installed in lieu of the rebate.  Our customer service team explained this to the client, and the client  felt the information was satisfactory at the time of the call.  Nine days later the client posted a face book complaint regarding the miscommunication by our sales rep, which again our customer service team reached out and explained all terms of the contract that they signed on January 24th, 2015.  Once again the client stated they were satisfied with the explanation and ended the phone call.  We are now ten months into the contract and the client is requesting to be let out of the 36 month contract they signed.  I have the contract available if the client would like to call and discuss further.  The contract clearly explains the three year commitment on page one, and all equipment being added to the home on page two.  Our apologies for the miscommunication by the sales rep, but the contract clearly explains everything offered with our service.  The contract also defines the cancellation period within the contract which is 3 days.  At this time Safe Haven Security has met all conditions of the contract, and would not be able to release the client from their signed contract.  Thank you for your review.

I had submitted an online complaint against Safe Haven Security on 6/6/17. Yesterday (6/8), Safe Haven reached out to me and advised that they will send me a refund based on the value of the gift card I was promised when I signed up with them.I am also in contact with ADT regarding my Realtor's name...

being removed from my account, so it seems that ADT will resolve that issue for me.Between their business practice of giving contradictory information, and with them issuing my account with my Realtor on there, I am definitely leery of doing business with them, however, since the issues I submitted to the Revdex.com have now been resolved, I would like to close out my complaint.Thank you for your assistance, and please let me know if you need any other information.Sincerely,[redacted]

Please accept this as Safe Haven Security's formal response to the complaint made by [redacted].  Customer was upset regarding 3 year contract signed on 10/23/2015.  Since complaint has been made, Safe Haven Security has worked with the client to get the account transferred to his new...

location.  Safe Haven Security believes at this time that the customer complaint has been resolved, and Mr. [redacted] is satisfied with the resolution.

[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 12282356, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Mr. [redacted] First, Safe Haven would like to extend our apologies for any and all frustrations felt by the Customer. Safe Haven strives for an excellent customer experience, and...

unfortunately it would appear per the complaint we have not succeeded in this case. Standardized billing for ADT is prorated for the first month and the second month is included in the first month's bill. This is standard billing for ADT that Safe Haven has no authority over. The customer was signed up on quarterly billing which allows the customer to do paper billing but also has them pay in a three month consolidated payment. The customer did contact our customer service department on 8/25 and expressed no longer wanting to be on quarterly billing. Our customer service representative was able to get over to the billing department and set the customer up on monthly billing as of 8/25. We do offer our sincerest apologies that this was not explained at the time of the sale and the sales representative has also reached out to the customer to go over how billing works and discuss in further detail should he have anymore questions. Thank you for your review.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted] First to start I was there at the end of the first installation what was determined to not be adequate by safe haven according ADT who is fixing the system it is more than adequate. They are simply restoring your mistakes for no charge and then once it is fixed we will work with ADT directly for a system. The technician knew before disconnecting the system that he was going to try to up sell us. And he refused at that time to reconnect our system holding me and my families safety hostage unless I had paid an additional 600 out of pocket. That is extortion, if the tech knew by lookong over the house that we needed extea why disconnect than why refuse to reconnect. Then safe haven failed to get a tech manager out when [redacted]  finally comes back out a transformer that nobody on my house has seen is magically missing but we'll check for an even higher monthly payment than first agreed upon and a nominal fee safe haven will set me up. No thank you ADT is fixing your mistakes at no cost their customer advocate team should be reaching out to you.
I am rejecting this response because:
Regards,
[redacted]