Safe Haven Security Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I did receive a call today from Mr*** and was unable to speak at the time I will be giving him a call back todayThis is my first communication that I have received from Safe HavenI will update once I speak with himI hope that this issue can be resolved.
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: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 ***

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to MsH***'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 MsH*** 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 *** Thank you for your review of this complaint

Dear Revdex.com,The current complaint made on 9/1/stems from an installation that occurred on 7/27/ Safe Haven Security was the second company to come in and install a security system after the client was unhappy with their original service offered Every client
that signs up with Safe Haven Security is provided with a three day notice of cancellation The client per her statements made several attempts at reaching the sales representative, but never turned in the notice of cancellation that was included with the three year contract she signed All clients are provided a notice of cancellation with phone numbers and an address to return the notice of cancellation in the event they are unhappy with the service provided As stated, installation of the clients system occurred on 7/27/2015, the same technician then attempted to contact the client on 7/28/and 7/29/to schedule a service call to remedy issues with the customer security code not working per the clients comment to our customer service team The next time the client attempted to contact Safe Haven Security was on 8/19/when she requested to be switched to manual billing versus being billed through her credit card On 8/28/2015, Safe Haven Security called the client to set up a service call to trouble shoot signal errors on her system, at this time the client expressed that she felt she had already cancelled her account since she had not heard back from the original Sales Rep assigned to her account Customer Service restated to the client that Safe Haven Security has never received a notice of cancellation from the customer, and at this time cannot cancel the account due to contract obligations9/4/Customer Service again spoke to the client as she had made the decision to have another security company install a system, and requested the current system installed by Safe Haven Security be removed by our TechniciansOn 9/8/Safe Haven Security did go out to the clients residence to remove all equipment installed, at this time the client had already removed the majority of equipment which in turned damaged the majority of equipment, leaving the equipment unusable At this time Safe Haven Security is working through the process with the client to cancel out her security contract presently in place Please feel free to contact us directly for further questions

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

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Ms*** We would first like to apologize for the customer’s unsatisfactory experience with Safe Haven Security The sales representative mentioned within the
complaint is one of our top Managers within the company, and does an excellent job for Safe Haven Security We are an Authorized Dealer of ADT, which is reflected on all pages of the contract the client signed when having the alarm system installed The client was being monitored by ADT, as Safe Haven Security is simply the company that installs and services the account over the first days of the contract The only service related issue we have noted on the account was the chime function was not working properly Safe Haven Security sent technicians to assist in fixing this issue, although the client did not permit the technician to come into the home to complete the service call Ms*** has signed a contract for months, has allowed Safe Haven Security to install equipment into her home which she has not paid for, and now has cancelled the account with the notion that the contract and equipment will not be billed at her expense Ms***’s personal information is 100% secure, and should have zero reservations that her information collected will be compromised I invite Ms*** to contact Safe Haven Security to bring this matter to final resolution Thank you for reviewing the complaint at hand. *** ***Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####***

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

[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
We have received the check from Safe HavenWe consider this a closed case.
Regards,
*** ***

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Ms*** Safe Haven has spoken to Ms*** over the phone and has extended our apologies for the poor experience Safe Haven does not promote the activity
described within the complaint, but recognizes with over sales reps nationwide that instances like this may happen from time to time We value the feedback provided by Ms***, and hope to internally train and disciple accordingly when situations like these ariseSafe Haven has walked through the steps needed to have the credit inquire removed, and believes at this time we have brought resolution to this ***er Thank you in advance for your review of our response.Sincerely, Safe Haven Security Services Inc

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

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Mr*** Safe Haven would like to first apologize to the customer for prolonging resolution to this matter, as our hope is that we may find agreeable outcomes to all
questions prior to the Customer feeling the need to escalate matters to the Revdex.com Safe Haven has been in touch on more than one occasion attempting to resolve this matter prior to the Revdex.com Complaint being posted. Mr*** did sign a three year contract that details out the cancellation fee in the event the monthly monitoring is not paid for the full term of the agreement Mr*** has made reference in the complaint that he was informed by our Technician that the contract would be void should he move out of the country. The information provided by the Technician is not true, and unfortunately does not release the Customer from the contract signed in 2015. In an effort to do by right by the Customer, Safe Haven has reached out to Mr*** today and released him from further contract obligations. Thank you for your review of this matter, we believe that all parties have come to an acceptable resolutionSincerely, *** *** / CFO / Safe Haven Security Services

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

Dear Revdex.com- Please accept this as Safe Haven Security Services formal response to the complaint made by *** *** 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

Dear Revdex.com and Client,
We installed an *** *** panel to replace the *** ***
*** panel that was in the house which is incompatible with the *** ***
functionality, which the customer requested. Additionally, all existing
equipment in the house was hard wired, not
*** as customer states in
the original complaint. The $3,system which the customer references
in the complaint consists entirely of equipment that they purchased for
additional protection over the large number of existing hardwired sensors,
which were utilized by *** Haven. The *** *** panel that was
used to replace the *** *** *** panel was provided by *** Haven at no cost
to the customer
*** Haven sent a technician to check this system on two occasions
at customer’s request. On 9/24/the technician adjusted the sensor and
determined that the system was working. On 11/4/the technician
adjusted another sensor. Customer acknowledged that the system was working
and stated that on several occasions they had asked for an additional key fob
that was advertised by another *** dealer as a “welcome to the neighborhood”
offer. At that time *** Haven provided the key fob to the customer at no
charge.
Root Cause Analysis
What caused the problem? The customer did not understand
that the functionality of *** and the extra equipment requested required ***
Haven to replace the panel.
Who was responsible? The customer is responsible for making
an informed decision about functionality of a purchase and for being aware that
extra equipment comes with additional cost
What was done to correct the problem for this customer? We
sent a technician to check the system two times and adjust the sensitivity
causing signals by the door being slammed
What was done to create a better process for other customers going
forward? *** Haven is always striving to create an excellent customer
experience And will always do our best to address customer
concerns.
What “conciliatory” compensation was provided. The customer
was provided with an extra key fob that was offered by another ***
dealer. We also offered to send the *** manager to address any other
concerns the customer might have.
Did the customer accept the resolution? At the time of the
service call when the additional Key Fob was provided the customer observed and
accepted that the system was functioning correctly I hope we can resolve this complaint in the near future Thank you

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Mr*** 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*** did sign a three year contract with Safe Haven and *** on 3/10/2016, which outlined within the contract the terms of early termination Mr*** called Safe Haven on 3/1/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*** 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*** 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.

Dear Revdex.com,Please accept this as Safe Haven Security's response to the complaint submitted on 9/14/ Safe Haven Security values the opinions and satisfaction of all our clients nationwide In an effort to resolve the matter we have reached out to the client today
being 9/16/2015, and have offered discounted options on the existing equipment to ensure the customer is satisfied We believe at this time the matter has been resolved, and have received verbal confirmation from the client that they are happy moving forward Sincerely,*** ***CFOSafe Haven Security

March 10,
Revdex.com of Greater Kansas City
Ward Parkway, Suite
Kansas City, MO
RE: *** ***
Complaint # ***
This letter documents Safe Have Security’s response to the contract dispute
from *** *** on 3/6/2015.Safe Haven Security has reviewed Mr***'s complaint regarding the request for cancellation and refund of up front start up cost The clients new security system was installed on 2/20/2015, the client became aware of problems with the system on 2/24/2015, notice of cancellation was sent to our office on 2/25/2015, five days after installPer the clients signed contract for months of monitoring, the client has days after installation to submit the Notice to Cancel After this time period Safe Haven Security is not required to release the client from contractual obligations The clients system was fixed through our Corporate partners on 2/25/2015, leaving the client with a security system that was running without error The clients complaint and request for refund is being stated due to the lack in communication between the client and company, although client only called Safe Haven Security on 2/and 3/stating he wanted to cancel his contract *** Corporate has a recorded phone call from the client stating he wanted to cancel the contract with Safe Haven Security and go through *** Corporate on 2/26/ Cancellation is not due to system errors, cancellation is being requested due to lack in communication In an effort to service the client we are willing to let the client out of the month contractual contract signed, but we will not be issuing a refund on fees paid for initial installation or monitoring up to this time Equipment cost and Installation cost cannot be recouped, and the client did not allow service installers to come out to access any issues to fix the outstanding problems Safe Haven Security in good faith to the client offered the client by phone free months of service to assist in the inconvenience of the past weeks, but client rejected the offer to continue being a customer going forward Safe Haven Security will cancel the contract with Mr*** upon acceptance of the resolution presented within this correspond If the client does not accept this resolution, the month contract will be executed going forward Please accept this as our formal response to complaint number ***. Sincerely, *** ***CFOSafe Haven Security

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

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the rejection made by Mrand Mrs***The service The ***s's are paying for is the monitoring of their homeThe 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 preferencePrior to the installation the amount of equipment is discussed with the customer and agreed uponAt the time of the installation the customer is also given first hand opportunity to supervise the amount of equipment being installedShould 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 dayAt no time did Mrand Mrs*** object to the amount of equipment that was agreed upon at installation and on their contractAt 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 discretionADT can be reached at ###-###-####Thank you for your review

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Ms*** Safe Haven has spoken to Ms*** over the phone and has extended our apologies for the poor experience Safe Haven does not promote the activity
described within the complaint, but recognizes with over sales reps nationwide that instances like this may happen from time to time We value the feedback provided by Ms***, and hope to internally train and disciple accordingly when situations like these ariseSafe Haven has walked through the steps needed to have the credit inquire removed, and believes at this time we have brought resolution to this ***er Thank you in advance for your review of our response.Sincerely, Safe Haven Security Services Inc