Safe Haven Security Services, Inc.

Safe Haven Security touched base with the client today to begin steps of finding resolution on the account Client is calling back at her convenience to move the process forward

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

Nothing. The business did not respond

[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,
*** ***

[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. In addition I would like to extend my gratitude to Mr*** *** for calling me and for being patient to understand my viewpoint on the complaintWe agreed that the payment made so far should cover the cost of goods installed and no additional payment will be requiredWe will continue using ADT with the regular monthly service fee as per the contract signedAlso, to reciprocate to the generosity offered by Mr ***, I have decided not to claim the additional $rebateI'll go ahead and request Revdex.com to close the complaintI'll go ahead and take down any other reviews that I have put in other social platforms such as *** and *** Reviews!Also, I would like to thank Revdex.com for putting forward our complaint to the business and help resolve this quicklyMuch appreciated.
Best 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,
*** ***

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

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

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mrs***First, Safe Haven would like to extend our apologies for any and all frustrations felt by the CustomerHowever, Safe Haven has already settled this matter with the
customerThe equipment was removed on 7/15/and a refund for the amount of $was refunded to the original method of payment used for the transactionThe additional 1$was the amount debited from ADT Corporate for the prorated monthly monitoring rateSafe Haven has contacted ADT and verified the fee of $had been generated on 7/4/and may take up to days to reflect in the customer’s original method of paymentSafe Haven would also like to provide Mrs*** the direct line for billing should she want to verify this as well, ***Thank you for your review

June
1,
RevDex.com of Greater Kansas City
Ward Parkway, Suite
Kansas
City, MO
RE:
*** ***
Complaint
# ***
This
letter documents Safe Have Security’s response to the complaint from
*** *** on 6/3/
Safe Haven Security signed up the client for ADT service on 4/17/with an installation date of 4/18/ The client then called Safe Haven Security on 4/30/requesting her service be downgraded to landline monitoring to lower her monthly payment, which we scheduled to make the switch over on 5/09/with a Technician to comply with the request Technician went to the clients residence on 5/09/2015, to which the client was not at the residence Technician rescheduled with client for 5/23/2015, at that time she opted to keep the existing services due to the lower quality of service with the landline only monitoring A phone call has been made to the client since then on 6/2/and today 6/9/trying to resolve further issues the client has at this time Safe Haven Security does care about its customers, and their satisfaction of the equipment and monitoring Notes above detail Safe Haven Security is committed to trying to resolve the clients issues, and do not feel posting negative reviews regarding the company is fair We would still like to assist, as I have left my name and number, being the CFO of the company, for the client to call and discuss further Thank you for reviewing our response
***
***
Chief Financial Officer
Safe 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,
*** ***

Hi ***, Thank you again for sending a request to provide a response. I am very sorry for the delay. Please accept this as Safe Haven Security Services formal response to the complaint made by Mr***. Mr*** has since cancelled his service, zero dollars have been
charged to the customer, and the equipment has been removed from the Customer’s home. The customer states in his complaint that he signed a year service agreement, which once processed at our Corporate Office, an emailed copy is sent to the customer for his records. Safe Haven has investigated this matter and cannot find evidence of a contract being forged. We hope by cancelling the customer’s service and confirming zero dollars are owed we have found resolution this this matter. Thank you for your review. *** ***Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####***

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint submitted by Mr*** Safe Haven would like to first apologize for the customer's frustrations, and hope in the near future to be able to resolve this matter We
would ask the Customer to please send a copy of all communication between MrB*** and Mr*** to *** so that we can investigate this further Safe Haven does have a contract signed by Mr*** acknowledging the monthly monitoring at $54.99, but will make all efforts to right the wrong if we can confirm alternate monthly pricing was promised Thank you in advance for your review of this response

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 case. Mr*** 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 agreementAfter 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 $and schedule a time to come out and install the piece of equipmentThe piece of equipment the customer ordered, does take time to receive and Safe Haven does apologize for the lack of follbut this piece of additional equipment would not have came within the day rescission period and the customer did not contact the sales representative until 7/17/which was a week after the rescission periodThe contract does stand but we would like to offer the piece of equipment at no charge to the customer as a settlementShould the customer accept have him reach out to directly at *** so that we can set up a service call to install the touch screen keypad and refund the charges for itThank you for your review

Hi ***, Thank you again for sending a request to provide a response. I am very sorry for the delay. Please accept this as Safe Haven Security Services formal response to the complaint made by Mr***. Mr*** has since cancelled his service, zero dollars have been
charged to the customer, and the equipment has been removed from the Customer’s home. The customer states in his complaint that he signed a year service agreement, which once processed at our Corporate Office, an emailed copy is sent to the customer for his records. Safe Haven has investigated this matter and cannot find evidence of a contract being forged. We hope by cancelling the customer’s service and confirming zero dollars are owed we have found resolution this this matter. Thank you for your review. *** ***Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####***

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

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. I appreciate *** *** reaching out to discuss the matter further and glad that Safe Haven backed the words of their employees that had secured my business in the first place. The resolution is satisfactory and appreciate the Revdex.com support in driving the appropriate resolve
Regards,
*** ***

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the rejection made by Ms*** Ms.*** stated to our Customer Service Representative that she has and was made aware the sales representative was from Safe HavenMs*** 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 forMs*** 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 companiesMs*** was given the contract to review the day of installation that informed her of who Safe Haven was, and what she was signingIn addition to being able to review the contract and sign the contract Ms*** 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 penaltyDuring this 3-day period should a customer go back and review the contract, change their mind, have buyer's remorce etcSafe Haven allows the customer to be released from the contract without penaltyMs*** 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 herSafe Haven will not be releasing Ms*** from the contract without penatlyShould 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 ***Thank you for your review

Dear Revdex.com,Please accept this as Safe Haven Security's formal response to the complaint made by *** *** Since the complaint was made on 9/11/2015, Safe Haven Security has been in touch with the client, and has sent a check for $on 9/22/ Safe Haven
Security as well has determined that the flyer in question offering the additional pieces of equipment came from a different company, which the client has acknowledged at this time We believe this complaint to be closed, 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 as Assumed Answered]
Complaint: ***
I am rejecting this response because: I called the company and left a messageWhen *** called back she acted as though she was calling because I asked themWhich I did but I was calling them because they swore that they've wanted me to call since 2/9/but I only saw the the number on the last letter they sent.I did give *** the name of the agent that told me that I'd have days regardless of what the contract said and after just a few minutes she said she called the local branchConveniently, *** doesn't work there any more and the manager (the very person that *** asked to waive the contract) said that there was no documentation of my claimAccording to ***, he thought everyone got days but didn't know that you didn't get days until I tried to cancelThere wouldn't have been documentation because he thought it was part of the running of businessAt any rate, even if you demand documentation, the people *** spoke to are the people that told *** they refused to do anythingSo regardless of what he said or did, they'd deny it anywayI can't prove it one way or the other - I can't get a hold of *** to ask himThe number I have for him may have been a business number and if he's truly gone then he won't answer it.I did tell *** that I understood where they were coming from but that doesn't mean I believe herShe gave the impression that I were just someone she just needed to swat away and that was itWhich I suppose is true since they do have a contract and I have nothing but I would be morbidly embarrassed if this is the way I did businessIt's odd that those that could have confirmed my story aren't there any more and the one who denied the remarks existed is the ones that *** told them what he said to me but now deny it because "it's not in the system"But given ***'s attitude - I'd be surprised if she actually did call the local office to ask
Regards,
Bryan ***