Safe Haven Security Services, Inc.

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to Ms***’s complaint We would like to first offer our apologies for the frustrations the customer has encountered Safe Haven along with our partner *** strive for excellent customer
service on a daily basis, and hope through continued dialog we may find an acceptable solution to Ms***’s concerns Safe Haven installed a new security system for Ms*** on 9/13/2016, which included a new keypad, new sensors, and 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***, when the customer received these items for free when signing her year contract Ms*** 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 *** 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*** continues to follow up with complaints after cashing the check days after the installation for the USAA discounts It is our opinion that Safe Haven has not mistreated Ms***, 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 year contract, and is attempting to use these statements to force our hand After researching the matter, Safe Haven will not be releasing Ms*** from the contract without first collecting the amount due per the contract to close the account We hope Ms*** will contact us directly to resolve this matter Thank you for your review of this complaint. Josh ***Chief Financial OfficerSafe Haven Security Services Inc

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint by Ms*** Since the complaint was posted with the Revdex.com, Safe Haven has reached out to Ms***, submitted a credit inquire removal, and waiting for everything to be
cleared off credit Safe Haven sends our apologies to Ms*** for the unfortunate events, and hope to have this resolved in the very near future Thank you for review

Please accept this as Safe Haven Security Services formal response to the complaint submitted by Ms***. Safe Haven Security Services has investigated this matter The conclusions found are that Ms*** is stating the former sales rep, *** ***, misrepresented facts regarding the cancellation fees during the three year contract Ms*** also states that *** *** became very aggressive in nature when answering follow up questions leading up to the installation of the new security system Safe Haven Security first would like to apologies to Ms*** for the poor experience received in May Safe Haven Security cannot confirm the actions of Mr***, as he is no longer an employee of Safe Haven Security Safe Haven Security would point out that the contract Ms*** confirms she signed on May 5th, did define the cancellation fees that have been relayed by our Customer Service Team on more than one occasion The contract signed on May 5th has zero documents pertaining to lower cancellation fees after or months The electronic contract discussed within the complaint is always provided to the customer at the time of installation, which defines the same terms that the customer would have agreed to upon signing the paper contract Safe Haven Security has zero evidence that Mr*** or the Technician involved fraudulently signed the contract in question Although we have zero evidence of these actions, this does not mean Safe Haven Security is stating Ms*** is being dishonest when she stated that she did not sign the electronic contract. Ms*** is requesting to be released from her contract with zero cancellation fees Safe Haven Security has touched base with the Customer today, and found acceptable resolution moving forward Safe Haven Security has agreed to make a onetime payment to the customer in the amount of $to assist with the financial burden of the monthly monitoring over the next months while she completes her year contract Ms*** has accepted this resolution, and we are happy she will be able to continue to be protected with Safe Haven Security and ADT. 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 informed Safe Haven the day the offer was presented that it was not satisfactoryI was offered to be released from the contract only after paying them $for their equipment upfront and that ADT will reimburse me the months of service I paid at some point after Since my equipment was taken from my home and or destroyed without permission via the installation tech, who has been fired due to not following proper procedures , I asked that my equipment be returned or replacedSafe Haven has not agreed to return my equipment or replace with comparative operating equipment, but wants me to pay them the entire cost of theirs. I advised I would be happy to return their equiptment and send them my refund amount from ADT seven days after reciept as to be a wash on both sidesI am asking that Safe Haven release me from my contract and I will return the equipment once receiving a refund from ADT and would like compensation or equally functioning equipment that was in my home be provided to me I simply want my property to be in the same standing as it was prior to this mess due to misrepresentation via their sales repI will not accept anything that requires me to pay for equipment due to them essentially stealing or taking mine without permission
Regards,
*** ***

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by *** *** Safe Haven would first like to apologize any and all frustrations experienced through the last few months Safe Haven has reviewed the
complaint, and hopes we can find a resolution that is acceptable to all parties Ms*** did sign a year contract with Safe Haven and ADT, as well a Notice of Cancellation that states the time in which a Customer can cancel without penalties Safe Haven has assisted the Customer with all existing issues, and believes the system is 100% operational today Safe Haven will not be releasing the Customer from the three year contract signed, but would like to offer some financial assistance for the past few months of system errors Safe Haven invites the Customer to contact us directly at ###-###-#### to confirm this resolution is acceptable, and we will then provide up to two months of free service for her trouble Thank you for your review

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint in question Safe Haven on 9/9/refunded the Customer's credit card account, and has since removed all equipment installed on 9/10/ We believe Safe Haven has completed
all request by the Customer, and believe this matter to be closed Thank you for your review

Dear Revdex.com,Please accept this as our formal response to the *** *** 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/& 9/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 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 keypad, key fob, motion detector, smoke detectors, and 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 year contract with ADT, as we have fulfilled everything within the contract with the customer On 9/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/which is past the agreed upon cancellation period Thank you for your review of the response listed above.Josh ***Safe Haven Security Services

[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
Its unfortunate that it took for me to complain to the Revdex.com to get any actionI called several times and spoke to different reps, nothing happenedI make a complain to the Revdex.com and they act immediately
Regards,
*** ***

To whom it may concern:Please accept this as Safe Haven Security Service's formal response to the complaint made by Mr*** Safe Haven Security has been in contact with the Customer to resolve the issues at hand, and has apologized for the poor communication between our Regional Sales
Manager and the Customer Safe Haven has processed the credit card reversal for $for the client, and has confirmed with the Customer that this resolution is satisfactory Thank you for your review in this matter.Sincerely,*** *** * *** * *** *** *** ***

[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:
Once again I see the document that I did not esignI asked for a time stamped statment on when I apparently esigned this documentThe document you send does not have a timeI also would like to know when I was supports to have received this document to have been signed? I do have adt equpment in my housebut it is faulty and has done damage to my house and caused me more anxiety then it has comfortOnce again please contact me at *** ***.
Regards,
*** ***

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint may by Ms*** Safe Haven Security has spoken to the client today, and advised that refunds on credit or debit cards can take up to 7-business days Ms***
has been provided a direct extension to the CFO of Safe Haven Security in case the refund does not process in a timely fashion As always we apologies for the delay in receiving the refund; unfortunately the timeliness of the refund revolves around third party banking institutions to complete the refund Thank you for your review of the complaint

[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'm still having to pay a huge cancellation fee of $even with having to explain the ongoing problems and lies and more of my time spent on phone with MrBrowne with no resolution not even close to meeting me half wayI was only offered a $rebate card and to fix my one of my motion sensors that should have been working from day one and was notAlso the rebate card which should have been given to me as advised at sign of incomplete contract and manipulated electronic contract.
Regards,
*** ***

[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,
*** ***

[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:
Safehaven ADT promised me their window break system would work with my dogs and now that it does not they will not make good on that promise and offer to replace the window break system with the window open systemI paid them for protection on windows and they now think it is "fair" to exchange my window protection for only windows but charge me the same amount each month for coverage on windowsAm I just left hoping a burglar breaks in to one of my protected windows and not the that ADT Safehaven is choosing to leave me without protectionSeriously lousy customer service here if you ask me, and this company is going to realize that if you don't take care of your customers you will lose them...and a whole lot of others as a result tooADT Safehaven, you are going to go out of business if you keep acting like thisYou need to hire some people who understand how to make a business suceed and who can build a good reputationThe people you have answering your Revdex.com complaints and customer service lines are going to result in your downfallPlease have someone at your company start reading up on good customer service and ways to grow a businessMy guess is that your finances are already suffering badly...I have seen all of the lawsuits you are involved in on Case Net, but treating your customers badly is really NOT the answerYou guys seriously need help
*** ***

Safe Haven is not being truthful regarding my efforts to resolve this matter, both with Safe Haven and ADTI lodged numerous complaints with both companiesThat Safe Haven has no record of my communications is further evidence of its disregard for customer service
I do not expect to receive a refundAt this point, I maintain my complaint to warn the public that it should not do business with Safe HavenI have also alerted the realtor who referred me to Safe Haven so is aware and can modify his client referrals accordingly

Please accept this as Safe Haven Security's formal response to the complaint made by *** *** Customer was upset regarding year contract signed on 10/23/ 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*** is satisfied with the resolution

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by customer *** *** Safe Haven Security would like to apologize for any confusion the customer may have experienced when signing the year contract with ADT We do
have a copy of the contract should the client prefer to verify the signed agreement put in place May Safe Haven Security is an Authorized Dealer of ADT, and is able to give substantial amounts of free equipment to our clients due to the year commitment the customer signs off on to have the security system monitored by ADT Due to the contract obligation the client has signed off on, we have zero grounds to release the client from the early termination fees spelled out within the contract signed Thank you for your review of the complaint in question

To whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by *** *** We would like to first apologize to Mr*** for the delay in receiving his $rebate Safe Haven Security Services does proactively state their is a 6-
week timeline to process your customer rebate form completed, and upon being processed an additional 10-days may be needed to receive the rebate through the mail As stated on the date of your complaint, a rebate check was sent on 4/4/2016, which you then cashed on 4/11/ Customer Service is instructed to use 10-days as an expected timeline, as Safe Haven Security Services cannot dictate how fast or slow the mail will take to deliver Again, we apologize for the inconvenience you experienced, and we thank you for your continued business moving forward Sincerely,*** ***CFO###-###-####

Dear Revdex.com,Please accept this as Safe Haven Security's response to the rejection made by Ms*** ***Safe 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 scheduled to have the door sensors fix on 5/16/from 4-p.mThe same day a response was provided from Safe Haven regarding the complaint with a detailed response of the scheduled appointment.The area technician manager arrived at the residence on 5/16/and the customer stated that whenever it is windy that the sensors would alert and that she had believed this was due to the age of the homeThe technician replaced the front and kitchen doors sensors and placed mini extended sensors within then to give the sensors a better rangeThe technician tested the system, cleared all the error alerts, and made sure the the system was fully functionally before leaving the residenceThe technician notated that his direct contact number was left with the customer should she encounter any future issues she could contact him directly

To whom it may concern:Please accept this as Safe Haven Security Service's formal response to the complaint made by Mr*** Safe Haven Security has been in contact with the Customer to resolve the issues at hand, and has apologized for the poor communication between our Regional Sales
Manager and the Customer Safe Haven has processed the credit card reversal for $for the client, and has confirmed with the Customer that this resolution is satisfactory Thank you for your review in this matter.Sincerely,*** *** * *** * *** *** *** ***