Safe Haven Security Services, Inc.

To whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted].  Safe Haven first would like to apologize to Ms. [redacted] for the poor experience she has experienced, and secondly apologize for the tardiness of our response.  At...

this point in time Ms. [redacted] 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. [redacted] 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. [redacted] 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,[redacted]CFO 816-399-4425

Dear Revdex.com- Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted].  Safe Haven would first like to apologies for the negative experience encountered in June.  Safe Haven does not promote high pressure sales tactics,...

and will take internal measures to ensure this does not happen again.  At this time we have left a voicemail for the client to assist in the removal of the credit inquire, and will plan on bringing this matter to conclusion once hearing back from the client.  Thank you for your review.

Mr. [redacted],To confirm Safe Haven Security has attempted and will continue to resolve this matter.  Presently in our possession Safe Haven Security has a copy of a paper signed contract, an electronic signed contract, and you have allowed our company to install a free security system into your home which comes with a 36 month contractual agreement.  My apologies if there has been a disconnect in conveying the terms of the agreement.  Per the email sent to your attention on August 25th, 2016, I have provided a copy of the contract signed, as well requested a letter from you explaining the issues at hand with your signature attached.  Upon receiving this letter I will review your signature with the signature on the paper contract to confirm whether you had or had not signed the initial contract.  I am hopeful we can bring prompt resolution to this matter in the near future.  Thank you for your time and efforts as we bring your concerns to a close.

Dear Mr. and Mrs. [redacted],Safe Haven Security Services, Inc is taking full responsibility for the incorrect information provided by our Sales Associates.  We would like to resolve this matter by paying you the difference over the 36 month contract in rates being charged of $47.99 versus the...

$31.99 offered at the time of purchase.  The math behind this is $16.00 x 36 months = $576.00 owed back to you.  Upon acceptance of our resolution through the Revdex.com, I will personally drop by your refund check to your home.  Our mission today is have you 100% satisfied moving forward.  We look forward to hearing back from you in the near future.Sincerely,[redacted]
Chief Financial
Officer
Safe Haven Security Services Inc.
Office: 816-399-4425
[redacted]@mysafehaven.com

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: This
whole entire response from Safe Haven is inaccurate and unethical. I spoke with [redacted] the sales rep the
morning of April 10 requesting door lock and all the other home automation
security features.  I told Mr. [redacted] that I want to make sure I have
everything I need to secure my home. Mr. [redacted] did not communicate what we had
discussed with the technician [redacted]. This is why he needed to come back to my home on three different occasions...over a six day period. This is unacceptable.  On April 13 (still within my 3 business
days to cancel) Mr. [redacted] promised me that I would have the home automation
features and the motion sensor (which was forgotten by the tech on the first day of installation) installed on
April 15th.  I had phone conversations as
well as email and text messages with Mr. [redacted] in regards to what I expected
from the very first day. I was under the impression that once I upgraded to the
Pulse feature, the items such as home automation would be included in that
upgraded price. This is on the website and I communicated that to Mr. [redacted]. He
advised me to let the technician know, just as before, and he would take care
of it. I was never advised that the door locks would be ordered. He ( [redacted] the tech) told me
that the touch screen panel (part of Pulse) would cost and additional $600 and I declined that feature.
I called
on April 16 requesting to cancel my service because the home automation
features were not installed as promised on the 15th of April. I was
transferred to a lady named [redacted]. She said that I would be let out of my
contract but would have to pay for the tech to remove the equipment. I
explained to her that had I received the services I requested and paid for, the tech
would not need to remove the equipment. She said she would talk to her manager
and see what she could do about the fee and call me back. [redacted] never called me back. I called back several times with
no success. [redacted] always said someone would call me back and they never did
including her. The last time I spoke with [redacted] she told me that services were cancelled. I told her that I am still receiving a bill and she called Corporate while I was on the phone with her. The lady from [redacted] told [redacted] that it was not cancelled and she ([redacted]) is responsible for cancelling. Once again, [redacted] promised a call back and I never received that call! On April 20th [redacted] from quality assurance
called me and was extremely disrespectful and rude. He implied that I am aware of [redacted]s
procedures and would not allow me to speak. I had to terminate the phone conversation.
After that, I called back again and to this day no one from Safe Haven has
contacted me. Because of no response, I had to call corporate, and Mr. [redacted], spoke with me and tried to mediate with no success either. Mr. [redacted]
was extremely helpful in trying to help the situation and listened to my
concerns. Safe haven HAS NOT left any message for me ever! That documentation of
phone calls is simply a lie! The only person that ever called me back in
regards to [redacted] is Mr. [redacted] and he does not work for Safe Haven.  I want Safe Haven to waive the early
termination fee because I was promised things within my 3 business day window
that I did not receive. 
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 was unavailable to answer the call while at work when Mr. B[redacted] called, furthermore, this response is filled with lies and I have referred this matter to my attorneys.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 am not disputing the fact that Safe Haven is the name of the company that I dealt with. I am disputing the manner in which Safe Haven contacted me and portrayed their company to be the one that represents the area that I was moving to. In response to my saying "I am returning your call about transferring my service to my new address" I was told "Ok, great, we are your authorized dealer in that area." I believe Safe Haven did this on purpose to portray themselves to be my current alarm company. They told me it was my fault because I am supposed to contact my alarm company to make arrangements for transferring my service, but I didn't contact my alarm company because I thought they contacted ME. Therefore, I had no reason to suspect anything was wrong until I was notified by my TRUE current alarm company that my alarm was going off at my previous address. This occurred 10 days after I had set up service with Safe Haven. I will not apologize for thinking this was my fault and my misunderstanding. What victim of fraud does not typically think it's their fault or something they could have done differently in the beginning? It was later when I conducted research on the company that I found out that this is a common scam used to get customers to sign new contracts and then pay to get out of them. Furthermore, when it is referenced that I set up a maintenance call, that was because in my despair over the situation, I was explaining to the representative that we haven't even USED the Safe Haven alarm because the window glass break was too sensitive and triggered when a cup was dropped in our kitchen, so we had it turned on for 15 minutes in total from installation until the time that call was placed. The rep told me the contract would not be rescinded, but that she could schedule someone to adjust the sensitivity. I agreed. However, I will reiterate once again, that it was AFTER this time that I became aware of a similar scam know by the FTC to be run by alarm companies, so I subsequently canceled that service call because I was conducting further research on how to rescind my contract due to my dispute of how my signature was obtained. Finally, I will also note that I never said that the salesman told me to keep calling until someone rescinds my contract. The salesman told me to keep going up the ladder and speaking with managers and that he would help in any way he could. However, that has not been the case.
Regards,
[redacted]

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted].  Safe Haven would like to start by off by offering our apologies for the actions of one of our employees.  Please know these actions are not a...

reflection of Safe Haven as a whole, and we will internally be looking deeper into this matter to prevent this from occurring again.   Safe Haven has reached Mr. [redacted] by phone, and intends on reimbursing the customer the full amount requested. We believe the customer is satisfied with the resolution, and would ask this complaint be closed at this time.  Thank you for your review.

December 22, 2014
 
Revdex.com of Greater Kansas City
 
8080 Ward Parkway, Suite 401
Kansas City, MO  64114
Response via Revdex.com Website
 
RE:  [redacted]
            Complaint No.: [redacted]...


 
This letter documents Safe Haven Security Services’ response to the above-referenced customer’s complaint. 
 
In September 2014, Safe Haven Security Service sold and installed a residential security system for [redacted].  [redacted] is listed as the customer’s emergency contact.  Safe Haven has been addressing this issue with Ms. [redacted].
 
Per Safe Haven’s records, Safe Haven’s licensing manager filed the necessary permit application with the [redacted], ** Public Safety department along with the application fee.  When informed by the customer’s representative that no record of the permit was received, Safe Haven attempted to email Ms. [redacted] copies of the application and the cancelled check so she could dispute with the [redacted] authorities.  Apparently, Safe Haven had a bad email address.  The documents have been resent to the email address on this complaint.  Again, this information should be presented to the authorities to show the permit was applied for and the authorities cashed the check for the application fee.  Safe Haven’s customer service representative has been instructed to resend the information and follow up to confirm receipt.
 
At this time, Safe Haven believes the issue has been addressed.
 
If you have any questions, do not hesitate to contact me.
 
 
Sincerely,
 
 
[redacted]
Chief Financial Officer
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:This is the same unsatisfactory response that I received on 6/10/15 from Amanda (manager/supervisor) from safeHaven and from Brittany Shorts (director of customer support) from SafeHaven. In June I originally called ADT thinking that was the company that I signed up with for one year. At that time I find out it was for 3years. Then to find out that the sales rep [redacted] Salazar was from SafeHaven. [redacted] misled us to believe he was from ADT when he introduced himself to me and my wife on our driveway in January 2015.
[redacted] also said the offer that he was providing from ADT was only given to first time homeowners which I’m sure was other sales pitch lie. He also said we would get a $100 Visa gift card for signing up and that we would receive that in like 6-8 weeks after installation date. I'm sure to help delay a call to company. My contract copy was not filled out completely and I still have the incomplete contract from that day to prove it. [redacted]’s reason for not filling out form completely was due to rushing out because he was late to his next customer appointment. He gave us his direct cell number so that we can call him with ANY issues/concerns that he would be our contact. He also said not to call the 1800 ADT customer service number due to the delay in getting the help we need. My first attempt in texting [redacted] via text to inquire about status of rebate. His response is that he would check on that and get back to me. I never received a response. The following week I called [redacted]’s cell and no answer time after time and voicemail message after message. I then attempted to contact ADT and was told I would need to contact the authorized vendor that signed me up for services. I was very confused and told ADT that I am talking to the company that I signed up with security services with. They then told me that SafeHaven was the authorized dealer that signed me up for services and gave me the number to contact them directly. I had no idea what they were talking about and was so confused after I was told that. After already spending 30 minutes or longer on phone with ADT then I contacted SafeHaven for an hour or so advising them of my situation on more than one occasion to two different employees. After being told time after time that there was nothing they could do because I signed an incomplete contract and pretty telling me "too bad so sad". Pretty much that was the unsatisfactory response that I was told and there was nothing I could do to change their mind and that I was stuck in this contract and that no one could help me change the outcome. At that point due to the OBVIOUS UNSATISFACTORY service from everyone at ADT and especially from SafeHaven then I left the negative FB complaint. Obviously it was unsatisfactory service because we wouldn’t be going through the same unsatisfactory responses on Revdex.com website. SafeHaven is basically still saying that the customer is lying and is doing nothing to make this wrong a right. What happen to the saying or statement “The customer is always right.”? This is not how good business is handled and a customer should not be treated this way. I’ve been told lies since day one starting with [redacted] Salazar from ADT (aka SafeHaven) stepping on my driveway. Let’s not forget that the ultimate reason again for escalating this complaint is because one of my motion detectors was not working and mentioned on call with Brittany. Brittany then sends an ADT technician to service or check my motion detectors on 6/29/15. The ADTtechnician said that my motion detector that I was told was wired to work had never worked and was never wired to by Darin (safehaven install tech). That ADT tech also suggested that I contact ADT loyalty dept. Just to add,It took Darin 3 hours to connect an already prewired house when I was told it would take only one hour. Darin also used my restroom without asking and I’m not talking about number one either. He stunk up my new house. I do not feel SAFE using ADT or SafeHaven for security. Oh by the way the reason why it has taken me a few months to file my complaint through Revdex.com is because my mother has been in and out of hospital and my father also recently passed away so excuse me for my delay in escalating my complaint again.I no longer want to do business with a company that I do not trust nor do I want to further discuss this issue directly with SafeHaven since they still have yet to make an attempt to contact me even after this Revdex.com complaint and with having my account info with my contact information. If the company is not willing to get me out of this contract without penalty then how much to get out of contract? What number or what company will be providing me the details for this info? I get monthly bills from ADT so I’m not sure why they aren’t the company responsible to responding to my Revdex.com complaint.  
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.  Mr. [redacted] did sign a three year contract with Safe Haven and ADT on 7/6/2017, which states in several places the contractual term, as well includes a Notice of Cancellation form to ensure each customer is aware of the terms of the agreement. After following up with the technician and reviewing the notes on the account would like to refund the customer the amount of the touch screen keypad for $420.00 and schedule a time to come out and install the piece of equipment. The piece of equipment the customer ordered, does take time to receive and Safe Haven does apologize for the lack of follow-up but this piece of additional equipment would not have came within the 3 day rescission period and the customer did not contact the sales representative until 7/17/2017 which was a week after the rescission period. The contract does stand but we would like to offer the piece of equipment at no charge to the customer as a settlement. Should the customer accept have him reach out to directly at [redacted] so that we can set up a service call to install the touch screen keypad and refund the charges for it. Thank you for your review.

Dear Revdex.com,Please accept this as our formal response to the [redacted] complaint.  Safe Haven Security would like to first apologize for the tardiness in replying back to the customer complaint.  Safe Haven has been in touch with the customer on 9/21 & 9/23 to attempt...

to resolve the clients complaint.  The client did speak with our Sales Rep initially going over several different options available to secure the home.  The pricing selected prior to installation was not the option with a camera, which would have increased the monthly monitoring plan.  At the time of installation, the client signed a 3 year contract which detailed out the monthly monitoring and equipment to be installed within the home.  Furthermore the client's complaint regarding the camera was addressed when the additional smoke detector was provided at zero cost.  Safe Haven Security has installed 1 keypad, 1 key fob, 1 motion detector, 2 smoke detectors, and 9 door and window contacts at zero cost to the client.  This promotion signed off on by the client is substantially better than what the competition was offering to sign up previously.  I am open to further communication with the client if she would like to discuss further.  At this time Safe Haven Security is not obligated to release the client from the 3 year contract with ADT, as we have fulfilled everything within the contract with the customer.  On 9/12 during the installation of the security system, the client was provided a Notice of Cancellation form in the event she was not 100% satisfied with the service and equipment installed.  The next correspondence with the client came on 9/21 which is past the agreed upon cancellation period.  Thank you for your review of the response listed above.Josh [redacted]Safe Haven Security Services

To whom it may concern,Please accept this as Safe Haven Security Services formal response to the Revdex.com complaint by Ms. [redacted].  Safe Haven and Ms. [redacted] have come to resolution in this matter.  After discussions over the phone today Safe Haven has agreed to send out the...

original $100 Gift Card in question.  Safe Haven has also formally apologized to the customer for the poor experience with our Sales and Customer Service Team.  Safe Haven strives daily for excellence in our people, and will continue to train and educate our employees in the future.  Thank you for your review of this complaint.

[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 the only way to be in the safe zone with them. I will say that I did not sign a contract and I would like to SEE it. If it wasn't for having to put a system in my mother-in-laws house I would fight it to the max. Thanks [redacted]
Regards,
[redacted]

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to Ms. H[redacted]'s complaint.  First Safe Haven would like to offer our apologies for the frustrations experience by the Customer.  Safe Haven has reviewed the notes on file, and due to the...

poor communication by our Sales Representative we will be issuing the rebate requested by the end of this week to the Customer.  Safe Haven is hopeful Ms. H[redacted] will accept this rebate as an acceptable resolution to this matter, and should the Customer have additional issues moving forward we invite her to call [redacted].  Thank you for your review of this complaint.

Dear [redacted] and [redacted], My apologies on the delayed response regarding Ms. [redacted]’s consumer rejection submitted to the Revdex.com.  Safe Haven Security has decided to release Ms. [redacted] from her contract with zero penalties to the customer.  Safe Haven Security will not charge the client the original proposed $300.00 for the equipment installed, but the client will not be receiving a refund from [redacted] on her past payments on the account either.  We are hopeful this action will bring this matter to a close, and assist Ms. [redacted] moving forward.  Thank you for your review of this matter. [redacted]Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####[redacted]

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the rejection made by Ms. [redacted] Ms.[redacted] stated to our Customer Service Representative that she has and was made aware the sales representative was from Safe Haven. Ms. [redacted] also stated to the Customer Service Agent initiatlly it was her own mistake for confusing Guardian and Safe Haven as one in the same and stated the sales representative did not do anything wrong or was deceptive about what company he worked for. Ms. [redacted] also continued to make arrangements about potentially cancelling and inquired about the fee to cancel after admitting fault to confusing both companies and stating she did not need two companies. Ms. [redacted] was given the contract to review the day of installation that informed her of who Safe Haven was, and what she was signing. In addition to being able to review the contract and sign the contract Ms. [redacted] was also given a copy of the contract to review that included the notice of cancellation policy. The Notice of Cancellation Policy allows the customer a rescission period  to cancel without penalty. During this 3-day period should a customer go back and review the contract, change their mind, have buyer's remorce etc. Safe Haven allows the customer to be released from the contract without penalty. Ms. [redacted] did not exercise this right and was given full disclosure of what company she was moving forward with along with the contract the provided documentation of Safe Haven being an Authorized Dealer for ADT in the top left hand corner on each page of the contract that was signed and agreed upon by her. Safe Haven will not be releasing Ms. [redacted] from the contract without penatly. Should she decide to move forward with cancelling and wants to make payment arrangements for the early termination fee she can contact Safe Haven directly at [redacted]. Thank you for your review.

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted].  First Safe Haven would like to apologize for the customer's frustrations at this point in time, and would like to assist in finding resolution.  Safe...

Haven has spoken to the customer and is presently in the process of setting up a service appointment for our Technician to inspect the hard wired system to review a possible take over in lieu of the presently installed wireless system.  The customer's system did go through a point by point check before upgrading to new wireless technology.  Safe Haven does not benefit by pulling out existing equipment, and installing new equipment in for free.  At the time of installation our Technician concluded that installing a new wireless system was the best route moving forward.  In many cases the existing security system does not offer the same benefits / options as new security systems today.  Mr. [redacted] received a new keypad, new motion detector, three door / window contacts, 2 remote key fobs , and two way voice capability at zero cost.  Two way voice features are not available on the Safe Watch 3000.  At the time of Mr. [redacted]'s installation he also signed a three year contract for monitoring with ADT.  Safe Haven and Mr. [redacted] have agreed to proceed with the service appointment to see about connecting the previous hard wired system.  We are hopeful after completing the appointment we can bring resolution to this matter.  Thank you for reviewing the above response.

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Ms. [redacted].  Safe Haven would like to first apologize to Ms. [redacted] for the unprofessional demeanor by our employee.  Safe Haven has internally disciplined the...

employee in question, and used this complaint to help educate nationally on the importance of acting like a professional at all times.  We have left a voicemail for Ms. [redacted] to discuss further, and hope to assist in finding resolution to her concerns in the near future.  Thank you for your review.

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the rejection made by Mr. and Mrs. [redacted]. The service The [redacted]s's are paying for is the monitoring of their home. The amount of equipment in the home does not effect the type of monitoring being provided by ADT. ADT provides a great monitoring system to protect residential homes. Safe Haven provides an ample amount of equipment within our packages but do give the option for customers to purchase more based on their personal preference. Prior to the installation the amount of equipment is discussed with the customer and agreed upon. At the time of the installation  the customer is also given first hand opportunity to supervise the amount of equipment being installed. Should the customer want to add additional pieces of equipment they can opt to purchase it at the install so that the equipment is installed the same day. At no time did Mr. and Mrs. [redacted] object to the amount of equipment that was agreed upon at installation and on their contract. At this time should the customer want to add additional pieces of equipment Safe Haven welcomes them to reach out directly to ADT to set up a service appointment and to purchase the additional equipment at their discretion. ADT can be reached at ###-###-####. Thank you for your review.