Safe Haven Security Services, Inc.

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Complaint: ***
I am rejecting this response because:I have made multiple calls in regards to my front door sensorIt happens to be on my account with ***, whom advised me to continue taking it apart, take the battery out, and reinstallAfter my third call, they finally sent out a technician to fix my front door sensorWhat he did was replace itThe fact of Safe Haven not offering a USAA discount was not advised PRIOR to install which constituted in an issue afterwards as I was advised by not ONLY my bank, BUT the original technician himself that I should have received the discountFrom further contact with *** and the authorized dealer a check was cut, which I did receiveJust because this issue was fixed, does not mean there are not other issues that I have dealt with when it comes to the authorized dealerNow *** itself is not the issue, but the authorized dealerI do not accept this response, because it seems to be going around the issue at handI'm completely unhappy with the authorized dealerI was not advised it was a three year contract in the beginningThe technician stated terms like the USAA discount which weren't true, and I had to fight forThe only thing I want to do is to have this contract terminated with a billed invoice for payment, and that doesn't seem like it's going to happenI will continue to not like, or recommend Safe HavenThe cancellation manager, whom I spoke with, was completely rude, and it took me speaking to his manager to get answersI feel this is not how business should be done.
Regards,
Melissa ***

[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 pointsI 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,
*** ***

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Complaint: ***
I am rejecting this response because:I am currently paying for protection on windows, though I have only been able to set my alarm for about out of the last daysI 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 happenI will get fined if the police keep showing up at my house, so I can't set my alarmMy house has sat unprotected for the last months though I have still paid ADT religiously almost $a month because I do not wish to ruin my creditI do not understand this Safe Haven ADT CompanyThey claim to care about people's safety but have done nothing to protect mine even though I am paying them every month to do soWhy 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 $a month for ADT to protect windowsADT now is offering to only protect windows and thinks this is fair? For the same price? ADT Safe Haven, you should be ashamed of yourselfYou can only conduct business this way for so long before people realize what you are really aboutYou need to be fair and give me protection on all windows like you said you would and like I am already paying you to doI trusted you with the safety of my familyWhat 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 yourselvesThis is not the way a reputable company conducts business
Regards,
*** ***

Please accept this as Safe Haven Security Services formal response to the complaint made by Mr*** We would first like to apologize for the miscommunication between our partners at ADT and our Customer Service Team Since the complaint has been made our Customer Service Team has
been in contact with the client, scheduled a service call to resolve any system issues, and we have disciplined the Technician in question for actions at the clients home Safe Haven Security does pride itself in providing superior customer service, and hopes Mr*** will accept our apologies for the experience At this time we believe Mr*** alarm issues have been resolved by our Technician Department 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I do not accepting this response because the information that the sales representative was wrong, He never told me anything about Safe Haven Security, he only said about ADT, he did nod said nothing about the monitoring, he only said The contract is with ADT and I am going to be a client to the company ADT not with the company associatedIn the contract papers not showed any announcement for Safe Haven Security, the contract show I contracted ADT company, and I believe that In addition he told me , He offered a gift card of $ 100, but I told him that my husband was not working and would not bill any more and was so insistent that he said the company would pay the first three months of the bill , but when he told about the company never talk about Safe Haven Security; I receive in my email a letter from ADT to the card with paid the account the payment was rejected, and ADT charge me, I call the ADT and I paid the only amount I debt with them just $Also I received phone calls and emails to said I have to call back to ADT to restart the service or they sent the account to collection or call them to make a payment arrangementHow they can talk about an excellent in a sales representative who lies to the client only to achieve their sales and not give you the necessary information so that the customer is satisfied with the service and be able to recommend the company, this same representative who I spoke, he lied saying that he had called the company to expose my case and may cancel the contract and only told me not in my hands to do something but if the lie and get only his benefit and his commission, he put me to sign the contract in blank, such was the pressure for this person made to me I had to sign blank contract and I have the prove of this. The service was lees than a month, and he promising for the company that make payments who not be available, giving me a equipment in poor condition, and charge me all equipment, my house needs only the panel for voice contact he offered me, the other parts of the equipment is in the box the technician left in my house.I made may own research regarding this company and find the same modus operating, new home buyers, busy day, same problems, same claimsI definitely do not want to have any contact with this company, not recommended , deceiving the people and then makes them keep a contract, threatening to send them to collectionsI am not happy with this service, and the possible customers have to know about it this company and not pass for the sameWhen something start with lies is not a good signal.I do not want any contact with this company, do not sent my information to collection and need an apologize to making me go through this unnecessary process.I pasted one of the e-mails received, if you see they charge on ADT name and the signature is with Safe Haven Security, not make sense for me:***, Your ADT account has been cancelledYou now have a cancellation fee of $1,due to the early termination penalty. You need to contact me immediately to make payment arrangement before we start reporting to the credit bureau and send this to collections .I will be available Monday- Friday, a.m.- p.mstandard central time. *** ***Customer Relations Director ###-###-#### Office###-###-#### Fax
Regards,
*** ***

Please accept this as Safe Haven Security Services formal response to the complaint made by Mr*** We would first like to apologize for the miscommunication between our partners at ADT and our Customer Service Team Since the complaint has been made our Customer Service Team has
been in contact with the client, scheduled a service call to resolve any system issues, and we have disciplined the Technician in question for actions at the clients home Safe Haven Security does pride itself in providing superior customer service, and hopes Mr*** will accept our apologies for the experience At this time we believe Mr*** alarm issues have been resolved by our Technician Department Thank you for your review

Dear Revdex.com,Please accept this as Safe Haven Security's formal response to the complaint made by Ms***Safe Haven wants to apologize first and foremost for any inconvenience this may have caused herSafe Haven went out to the
property and installed a home security system at the residence on 4/18/Safe Haven was not alerted there had been any equipment issues until 5/8/when a work order was sent over to customer service requesting a service call for the door contact malfunctioningSafe Haven has a responsibility within the first days of the agreement to uphold any service issues that may arise and to provide resolution if possible within the warranty agreementSafe Haven attempted to contact the customer on 5/8/to schedule a service call but was unable to reach the customer and left a voicemail with direct contact information to call back to scheduleThe customer contacted Safe Haven on 5/14/and an appointment was schedule

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mrand Mrs***.Our apologies as the customer did in fact have security security services installed 1/28/not 1/30/A week after on 2/4/we made an additional trip requested by the customer to service the system that had previously been installed a week priorAs previously stated in the last response our last trip to Mr***'s home was on 3/11/for the glassbreakSafe Haven nor ADT would need to falsify claims of an installation date as our statements are supported by the electronic copies of the contract that Mr*** is required to review and signUpon signing the contract an email copy of the contract was provided to Mr*** to the email address on file provided by himWithin this copy of the contract on page includes a well documented inventory of the equipment installed and agreed upon at the time of the installation which included the following:16.5v Amp Transformer(included)Battery( DSC Impassa)(included)Cell primary ( Impassa)(included)DSC Impassa Panel(included)DSC WLS( 4B FOB)(included)DSC WLS Glass break(included)DSC WLS Glassbreak(paid additional)DSC WLS Door( Slim)(included)DSC WLS Door( Slim)( paid additional) This was emailed to Mr*** for review the same day the equipment was installedAt no time during, after, or any additional trips made to Mr***'s residence did Mr*** inquire about additional equipment or being unsatisfied with the amount of equipment that had been previously installed at the initial time of the installationSafe Haven is not obligated but is willing to honor the previous offer of additional door/window contacts to Mr*** at zero costShould Mr*** accept these terms we request that he call 1-800-842-to call and schedule an appointment with our technicianThank you for your review

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the *** *** complaint At this point in time all refunds for the Ms*** have been processed and completed Safe Haven would like to offer our apologies for the experience by
our employee, and will continue to train on the proper way to speak to our valued customers Thank you for your review

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the rejection made by Ms***Attached is the electronic copy of the contract that Mrs*** was sent via email to the email address providedMrs*** did not exercise the notice of cancellation policy she was provided during the rescission periodMultiple attempts have been made to service Mrs***'s system and Safe Haven's technician was sent awaySafe Haven has contacted ADT Corporate and service signals are running and Mrs*** is receiving monitoring servicesPlease have Mrs*** contact our Customer Service Department to set up a service call to resolve the system issues that are occurring at ***.Safe Haven will not be releasing Mrs*** from the contractual agreementAttached are the supporting documents of the contract that were signed and agreed for with time stamps and dates of the Customer receiving themThank you for your review

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mr*** First, Safe Haven would like to extend our apologies for any and all miscommunication the customer feels occurred while we set up the customers security system on
9/20/ Safe Haven strives to create an excellent customer experience, which starts with a clear explanation of the terms of the three year contract being signed Safe Haven has provided Mr*** with a copy of the contract signed, and went through the contract in detail informing the customer of the notice of cancellation period provided within the contract Safe Haven does not believe deceptive tactics, or unethical behavior has occurred during the sale of Mr*** *** security system The eight page contract requires the customer to acknowledge several ***es the terms of the agreement, which is why both *** and Safe Haven have not released the customer from the current obligation Should the customer like to set up monthly invoiced billing in lieu of automatic withdrawal from the account provided, Safe Have would invite the customer to call us directly to have this set up immediately Thank you in advance for your review of Safe Haven's response

[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,
*** ***

Please accept this as Safe Haven Security Services response to the rejection by Ms*** Safe Haven hoped to find prompt resolution to this matter, but ultimately we have made no ground Safe Haven will assist Ms*** 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*** to call ###-###-#### and ask for our Cancellation Department Upon receiving Ms***'s phone call we will process the cancellation, through a conference call with *** Thank you for your review

Hi ***,Please see below the response to the clients complaint.We first would like to take this moment to apologize for the slow response back to Ms*** Revdex.com complaint. The complaint originally made on 8/9/regarding the rebate not received was corrected and
addressed by Safe Haven Security on 8/10/upon receiving a call from the client. On 8/10/Safe Haven Security sent out the customers rebate as originally promised. Below we have included a list all of the clients equipment activated on 2/06/2015. You will notice that not only doors, but windows are included within this list of equipment. Safe Haven Security did not install these door or window contacts, as Safe Haven Security came in and activated the system that was already in place. At the time of activation all equipment was working operationally. Unfortunately whenever an existing system is in place, there may come a time that we have to come out and service the equipment when the system does not function properly. As stated in the complaint the system did not malfunction within the first day window, so our ADT partner which monitors the system has since come out and addressed the issues at hand. Safe Haven Security will continue to work with our ADT partner’s to ensure all customer calls are handled in a professional and knowledgeable fashion to ensure the client is not misinformed. We hope this explanation of the events helps in closing the door on the outstanding complaint. Thank you. Should the client have further concerns I invite them to contact us to ensure everyone is satisfied.Zonesfront doorgarage interior doorback doorbedroom windowplayroom windowkitchen windowsmaster bedroom windowsliving room windowsliving room motion*** ***Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####***

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mr*** First and foremost, Safe Haven Security Services would like to offer our apologies for any inconveniences the customer has experienced over the past few months
regarding the security system failing Safe Haven Security and ADT are committed to ensuring the system is functioning properly going forward Safe Haven Security Services did set up Mr***'s account on 7/15/2014, and as an Authorized Dealer of ADT we service the account for the first days of the contract After that point ADT handles 100% of the service and monitoring for the client moving forward Safe Haven Security unfortunately at this point does not "Own" Mr***'s account Therefore Mr*** would have to work through ADT on cancelling his service, and would need to discuss with ADT regarding the release of possible cancellation charges per his contract signed The system installed into Mr***'s home is not "Sub-Par", ADT approves all equipment installed into the clients home Safe Haven Security cannot comment on comments made by our ADT partners regarding proper panels to be installed, as Safe Haven Security has installed approved equipment through ADT The desired settlement requested through the above complaint unfortunately needs to be directed towards ADT at this point in time If Safe Haven Security can assist in any way I invite the client to call myself direct at 816-399-to discuss further Thank you for your review of the response above

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by *** *** Safe Haven Security would first like to apologize for the Customer's frustrations, and hope we can speak once again in the near future to find acceptable
resolution by both parties Safe Haven did install the Customer's security system on 3/22/2016, but neither Safe Haven nor *** has documentation of the Customer calling to complain of system malfunctions until 4/11/when the Customer called to cancel the account The Customer at this time was instructed by our Customer Service Team that due to the Notice of Cancellation not being received within the first days after installation that there would be a cancellation fee to terminate the year contract signed by the Customer The Customer has been dissatisfied with this response, and since then opted to post complaints against Safe Haven Safe Haven does have a signed contract with dates, signatures, and term binding the client to the year agreement Since 4/11/Safe Haven has attempted to reach out to the Customer on nine different occasions, but has not been able to reach the Customer to assist with possible resolution I invite the Customer to call at anytime to discuss the matter further Thank you for your review. Sincerely, *** ***Safe Haven Security Services

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mrand Mrs*** Safe Haven would first like to apologize for any and all frustrations caused by these events Safe Haven strives for excellent customer
satisfaction, and it would appear we have not succeeded in this situation Mrand Mrs*** home security system was installed by Safe Haven on 1/4/ Since installing the security system, the only correspondence notated on Safe Haven systems is through our original sales representative Safe Haven's Customer Service Team has received zero communication from the Customer, and therefore has not been given the opportunity to resolve any outstanding issues *** owns the contract and monitoring of the security system installed today If *** has replaced components of the originally installed security system, *** will be the company to coordinate the removal of any and all existing equipment Safe Haven can neither confirm nor deny the statements made by the Customer regarding equipment being installed incorrectly as we were never advised of the Customer's concerns Safe Haven is an Authorized Dealer of ***, and installs per the guidelines set forth by *** The only equipment purchased by the Customer were two indoor camera's and one door lock Per notes by *** and Safe Haven, these components are still being used, therefore zero refunds are due at this point in time Regarding the damages reported by the initial placement of the keypad, Safe Haven would advise you contact *** directly to work through any and all assistance being compensated for repairs Should further questions or concerns arrive please feel free to call ###-###-####, and ask to speak with a Customer Service Representative Thank you for your review

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Carmine Fiorentino Safe Haven processed the refund of $on 12/20/ The refund will reflect as a credit on the consumers original credit card usedSafe
Haven is unable to process refunds until the funds from the consumers credit card post to our account, which in this case did not clear our account until 12/16/ If the customer has further questions, we invite them to call directly at ###-###-#### Sincerely, Safe Haven Security Services

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mrs*** Safe Haven Security has reached out to Mrs*** by telephone, and apologized for the unprofessional experience she encountered by one of our Sales Reps
Safe Haven Security does not condone this behavior, and has internally addressed this issue with our Sales Rep Safe Haven Security appreciates the feedback from Mrs***, and will continue to educate our staff on the correct way to conduct businessThank you for reviewing our response.Sincerely,Safe Haven Security Services

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