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 as Assumed Answered]
Complaint: ***
I am rejecting this response because: ADT clearly has me mixed up with another customerI did not even own my home in January of 2017, so there is no way they installed my alarm system at that time as they claimNor did I ever agree to exchange glass break coverage on ALL windows for contact coverage on just ONE window, leaving all my previously protected windows unprotected but agreeing to pay the same amount!?! C'mon ADT, that is just ludicrous! NO ONE would agree to that sort of stupiditySurely you can make up a better story than that? I had hoped to settle this matter through the Revdex.com without having to tie up our already overburdened court system, but it looks like I will have to seek legal counsel on this matterI am very disappointed in ADT Safe Haven and would not recommend this company
Regards,
*** ***

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###-###-####

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12282356, and find that this resolution is satisfactory to me
Regards,
*** ***

[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 whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by *** *** The clients security system was installed in January The client first contacted Safe Haven Security Services June 10, regarding a rebateAt the
time of installation the client opted for additional equipment to be installed in lieu of the rebate Our customer service team explained this to the client, and the client felt the information was satisfactory at the time of the call Nine days later the client posted a face book complaint regarding the miscommunication by our sales rep, which again our customer service team reached out and explained all terms of the contract that they signed on January 24th, Once again the client stated they were satisfied with the explanation and ended the phone call We are now ten months into the contract and the client is requesting to be let out of the month contract they signed I have the contract available if the client would like to call and discuss further The contract clearly explains the three year commitment on page one, and all equipment being added to the home on page two Our apologies for the miscommunication by the sales rep, but the contract clearly explains everything offered with our service The contract also defines the cancellation period within the contract which is days At this time Safe Haven Security has met all conditions of the contract, and would not be able to release the client from their signed contract Thank you for your review

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by *** *** 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*** by phone, and intends on reimbursing the customer the full amount requestedWe believe the customer is satisfied with the resolution, and would ask this complaint be closed at this time 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: communication is a big issue with *** Haven as a sub contractor for *** *** has since been to our home to fix the problems we were having with the equipment that *** Haven installed *** has confirmed that the system *** Haven installed and recommended is not suitable for a house of our size, more for apartment living *** agreed to use the system that came with our home as the best system for our home *** technicians recently spent days at our home trying to fix the problems caused by the system that *** Haven installed *** Haven is clearly at fault for not providing a system that is compatible with our home and they refuse to honor their work and service agreement I DO NOT recommend using *** Haven to install home security systems They do not stand behind their product or service, and to-date, they have not reimbursed our $3,because their system which is only warranted for days The system they installed was removed and will be sent back to *** Haven by *** A security system should come with a lifetime warranty and commitment from a trusted and honourable security provider, not days *** should rethink their association with *** Haven as a subcontractor and to be sure their subcontracted technicians introduce themselves as subcontractors for *** and that they will try to sell you products that *** does not recommend or servicethey work on commission, unlike *** technicians *** Haven did not disclose this to us at the time of installation We will continue to seek legal advice on this matter until *** Haven writes a check for their system that we no longer have and did not work in our home
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 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,
*** ***

Dear Revdex.com, Please accept this as Safe Haven Security Services response to the complaint made by Ms*** Safe Haven would like to take this opportunity to offer our apologies for the intrusion on your privacy We will continue to train all of our associates in
regards to respecting customers privacy, and appropriate times to knock on a potential clients door Thank you for bringing this to our attention, we wish you the best the future

[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
*** ***

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. *** ***
*** *** ***
*** *** *** *** ***
*** ***

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

[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 complaint made by Mr*** First, Safe Haven would like to apologize to Mr*** for the confusion in the expected experience with Safe Haven and ADT Safe Haven has spoken to
the Customer on more than one occasion discussing why the gift card was not available, and why the second motion detector was not used, as Safe Haven did end up covering all windows in the basement with window contacts Safe Haven has as well addressed the question of the monthly monitoring rate of $52, which today the customer is actually paying $ Safe Haven’s last correspondence with the Customer was on March 8, after the written complaint was made Safe Haven invites Mr*** to reach out to Safe Haven regarding the complaint to see if we can assist in bringing this matter to a conclusion Over the course of June and July of 2016, Safe Haven has attempted to contact the client times with zero return response Thank you in advance for the review of Safe Haven’s response. *** ***Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####***

[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,
Cheryl H***

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 made by Mr*** First, Safe Haven would like to extend our apologies for any and all frustrations felt by the CustomerSafe Haven strives for an excellent customer experience, and
unfortunately it would appear per the complaint we have not succeeded in this caseStandardized billing for ADT is prorated for the first month and the second month is included in the first month's billThis is standard billing for ADT that Safe Haven has no authority overThe customer was signed up on quarterly billing which allows the customer to do paper billing but also has them pay in a three month consolidated paymentThe customer did contact our customer service department on 8/and expressed no longer wanting to be on quarterly billingOur customer service representative was able to get over to the billing department and set the customer up on monthly billing as of 8/We do offer our sincerest apologies that this was not explained at the time of the sale and the sales representative has also reached out to the customer to go over how billing works and discuss in further detail should he have anymore questionsThank you for your review

[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 complaint issued by Mr*** Safe Haven did recieve email correspondance from Mr*** on 4/18/regarding the cancellation of the security system contract Safe Haven then
proceeded to call Mr*** for a period of two weeks to set up an appointment to remove the security system installed so that we could then issue refunds due to the customer Upon completing the removal of the equipment in early May, ADT has now issued the Customer refund at this time Safe Haven offer's our apologies for the delay Thank you for your review

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Ms***Ms*** did sign a three year contract with Safe Haven and ADT on 7/25/This document that was signed was an electronic copy 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 agreementMs*** upon signing the contract was then emailed a copy of the contract for her records to the email address on file provided by her at the time of installation for the customer’s further reviewWithin the copy she received includes a time stamp and date of when this was received by herSafe Haven and ADT require contracts to be signed to ensure each Customer has the same opportunity to review and understand the terms of the agreementThe Notice of Cancellation document is also provided within this email to ensure the customer should he/ she not agree to the terms be able to exercise the recession period releasing them from any contractual terms and obligations set forth at the time of the initial saleMs*** contacted Safe Haven on 8/4/stated she wanted to cancel her services and was advised by a Safe Haven Customer Service Representative an early termination fee would be appliedMs*** became hostile and combative causing the phone call to be escalated from the customer service agent, sales representative to the Sale Manager, *** ***Mrs*** offered to schedule a service call to rectify the issue and scheduled a service call for 8/10/between 8-amUpon arriving Safe Haven’s technician offered to move the keypad and replace the transformer to rectify the issue and Ms*** declined stating she only wanted to cancel and the advised the technician to remove the equipmentThe Safe Haven technician did not remove equipment as that was not approvedSafe Haven’s Customer Service Manager did reach out to Ms*** after the service call was declined to discuss options in order to rectify the situationThe Safe Haven Customer Service Manager did go over the contractual terms about equipment malfunction, which requires our company to be allowed to find a solution for the issue before releasing the customer with no penaltyHowever, should any attempts of resolution be declined on the Customer’s end we are allowed to proceed with an early termination feeMs*** refused rescheduling a service call, along with paying an early termination feeMs*** and her husband were verbally combative towards the staff at Safe Haven and were not willing to allow Safe Haven to provide a resolution to the problemAt this time Safe Haven will not be releasing the customer without penaltySafe Haven is more than willing to reschedule a service call to rectify the issue for Ms***Should she decline this offer she will be subject to the early termination feePlease have Ms*** contact our Customer service manager directly at *** to schedule the appointment or make payment arrangementsAttached are the supporting documents of the contract that was signed and agreed for with time stamps and datesThank you for your review