Safe Haven Security Services, Inc.

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Complaint: ***
I am rejecting this response because:? The work order was sent AFTER I had made several calls to the main ADT office.? I was told I had service through ADT not a separate company, which is Safe Haven.? All of my paperwork says ADT and that is who I pay my bill to.? I did not even know HOW to contact Safe Haven Security.? Honestly, I feel this is a complete scam.? I still want me contract voided and the equipment removed.? It has been less than days and I still cannot use the system.? No one has called to offer any apologizes from the company or offer any type of voided contract or refund
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 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,
*** ***

[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: ***? First to start I was there at the end of the first installation what was determined to not be adequate by safe haven according ADT who is fixing the system it is more than adequateThey are simply restoring your mistakes for no charge and then once it is fixed we will work with ADT directly for a systemThe technician knew before disconnecting the system that he was going to try to up sell usAnd he refused at that time to reconnect our system holding me and my families safety hostage unless I had paid an additional out of pocketThat is extortion, if the tech knew by lookong over the house that we needed extea why disconnect than why refuse to reconnectThen safe haven failed to get a tech manager out when *** ? finally comes back out a transformer that nobody on my house has seen is magically missing but we'll check for an even higher monthly payment than first agreed upon and a nominal fee safe haven will set me upNo thank you ADT is fixing your mistakes at no cost their customer advocate team should be reaching out to you
I am rejecting this response because:
Regards,
*** ***

Dear Revdex.com,? Please accept this as Safe Haven Security Services formal response to the complaint made by Ms***? Safe Haven would like to first apologize to Ms*** for the unprofessional demeanor by our employee? Safe Haven has internally disciplined the
employee in question, and used this complaint to help educate nationally on the importance of acting like a professional at all times? We have left a voicemail for Ms*** to discuss further, and hope to assist in finding resolution to her concerns in the near future? Thank you for your review

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 Ms*** 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 caseMs*** did sign a three year contract with Safe Haven and ADT on 7/3/which states in several places the contractual terms,Safe Haven Authorized Dealer and it affiitlion with ADT, 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 and reviewSafe Haven and ADT require contracts to be signed to ensure each Customer has the same opportunity to review and understand the terms of the agreementMs*** contact Safe Haven Customer Service on 7/19/inquiring about the grace period to cancel penalty free because she had moved from another state where her local service was Guardian and didn't realize she was signed up with a different company making the assumption that Safe Haven was the sameThe Customer Service Agent asked if the sales representative who was able to obtain the sale identified himself as a representative from Safe Haven and she confirmed he didMs*** also stated that the representative had not done anything wrong and it was her own confusionThe Customer Service Agent did inform Ms*** she was outside of the rescission period and Ms*** stated she had thought so but then inquired about getting her glass break sensor adjusted for sensitivityThe Customer Service Agent also provided Ms*** of a cancellation quote and she had stated she would get back with us on her decisionOn 7/25/Ms*** contacted Safe Haven Customer Service with the same agent and stated she needed to cancel the previous service appointment requested but that she would call back to rescheduleOn 8/2/Ms*** contacted Customer Service and spoke with a new agent and ? stated that her sales rep informed her she could call back and cancel at anytime and that she would need to speak with a manger/ supervisor to escalate this situation as far as possible until fees were waived and the contract was terminated as this was a situation she informed the Customer Service Agent," that penalty free cancellation will be honored if she speaks to the right person"The Agent stated she had previously spoke with an agent who had previously informed her of the exact opposite and contacted the sale representative to verify Ms***'s claimsThe sales representative stated the allegations were and that the contract was agreed and understood at the time of installationOn 8/3/athe Customer Service Manager contacted Ms*** per her request and Ms*** reiterated that " she would climb the ladder and do everything in her power to ruin our company and threatened? legal action"Safe Haven is unable to release Ms*** from the contractual agreement as she stated our sales representative did not misrepresent himself or our companyThank you for your review

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 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 as Assumed Answered]
Complaint: ***
I am rejecting this response because:I am not disputing the fact that Safe Haven is the name of the company that I dealt withI am disputing the manner in which Safe Haven contacted me and portrayed their company to be the one that represents the area that I was moving toIn response to my saying "I am returning your call about transferring my service to my new address" I was told "Ok, great, we are your authorized dealer in that area." I believe Safe Haven did this on purpose to portray themselves to be my current alarm companyThey told me it was my fault because I am supposed to contact my alarm company to make arrangements for transferring my service, but I didn't contact my alarm company because I thought they contacted METherefore, I had no reason to suspect anything was wrong until I was notified by my TRUE current alarm company that my alarm was going off at my previous addressThis occurred days after I had set up service with Safe HavenI will not apologize for thinking this was my fault and my misunderstandingWhat victim of fraud does not typically think it's their fault or something they could have done differently in the beginning? It was later when I conducted research on the company that I found out that this is a common scam used to get customers to sign new contracts and then pay to get out of themFurthermore, when it is referenced that I set up a maintenance call, that was because in my despair over the situation, I was explaining to the representative that we haven't even USED the Safe Haven alarm because the window glass break was too sensitive and triggered when a cup was dropped in our kitchen, so we had it turned on for minutes in total from installation until the time that call was placedThe rep told me the contract would not be rescinded, but that she could schedule someone to adjust the sensitivityI agreedHowever, I will reiterate once again, that it was AFTER this time that I became aware of a similar scam know by the FTC to be run by alarm companies, so I subsequently canceled that service call because I was conducting further research on how to rescind my contract due to my dispute of how my signature was obtainedFinally, I will also note that I never said that the salesman told me to keep calling until someone rescinds my contractThe salesman told me to keep going up the ladder and speaking with managers and that he would help in any way he couldHowever, that has not been the case
Regards,
*** ***

Dear Revdex.com,Please accept this as Safe Haven Security Services response to the complaint made by Mr***? Safe Haven would like to first thank Mr*** to bringing this matter to our attention? The misinformation provided by our sales rep, and lack of communication
is not acceptable? Due to these circumstances Safe Haven has approved releasing the customer from the contract with zero cancellation fees? Safe Haven has relayed this information to Mr***, and all parties have agreed on such resolution? Thank you for your review.? Sincerely,? Safe Haven Security Services

[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 complaint was mentioned in the first compliant? I mentioned everything that I was unhappy about and discussed it with several people and now I am being called a liar and I don't appreciate itI know what I was promised and I am not getting my it so I want out of the contract? There is nothing to resolve unless I get what I was originally promised for the price I was promised.?
Regards,
*** ***

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mrand MrsF*? Safe Haven would first like to offer our apologies for any and all frustrations experienced by the Customer's? Safe Haven has reviewed our notes on
your file, as well all correspondence through ADT? Mrand MrsF* first submitted a Revdex.com complaint through ADT, which Safe Haven assisted and responded to on 4/3/? Safe Haven has included the original response submitted below, and stands behind the initial response? Mrand MrsF* within their move to a new residence did sign a new contract with ADT, and therefore is liable for the applicable charges until the contract is fulfilled? Safe Haven can find zero promises to the Customer that have not been fulfilled at this time? Thank you for your review? ? Thank you for contacting Safe Haven Customer SupportYour previous account was cancelled through ADT and have processed the refund for the months you were double chargedADT is refunding this amount as they bill for monitoring, if you have any further questions please feel free to contact ADT directly? at? ***Safe Haven will not refund this amount as Safe Haven does not bill for monitoring

[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,
*** ***

Please accept this as Safe Have Security Services formal response to the complaint made by *** ***.? First, Safe Haven would like to apologies for the poor service received by Ms***? Safe Haven is committed to an excellent customer experience, and unfortunately this
appears not be our best effort.? Safe Haven will process the refund of $per your request, as $was originally charged on 3/16/2017, and then an incorrect amount was refunded and processed of $on 3/20/2017.? Safe Haven was not aware of this error until recently when the Revdex.com complaint was received.? We are hopeful by processing this request, Ms***’s concerns will be resolved.? ? ? ? *** ***Chief Operating OfficerSafe Haven Security Services Inc.Office:? ###-###-####***

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by *** ***? First Safe Haven would like to apologize for the customer's frustrations at this point in time, and would like to assist in finding resolution? Safe
Haven has spoken to the customer and is presently in the process of setting up a service appointment for our Technician to inspect the hard wired system to review a possible take over in lieu of the presently installed wireless system? The customer's system did go through a point by point check before upgrading to new wireless technology? Safe Haven does not benefit by pulling out existing equipment, and installing new equipment in for free? At the time of installation our Technician concluded that installing a new wireless system was the best route moving forward? In many cases the existing security system does not offer the same benefits / options as new security systems today? Mr*** received a new keypad, new motion detector, three door / window contacts, remote key fobs , and two way voice capability? at zero cost? Two way voice features are not available on the Safe Watch ? At the time of Mr***'s installation he also signed a three year contract for monitoring with ADT? Safe Haven and Mr*** have agreed to proceed with the service appointment to see about connecting the previous hard wired system? We are hopeful after completing the appointment we can bring resolution to this matter? Thank you for reviewing the above response?

September 1,
?
Revdex.com of Greater Kansas City
Ward Parkway, Suite
Kansas
City, MO?
?
RE:
? *** ***
?
This
letter documents Safe Have Security’s response to the complaint from ***
***
We
first would like to apologize for the tardiness on getting this response back
to the Revdex.com and the Client.? Safe Haven Security values
our customers and their opinions regarding issues after installation? Since the complaint was posted Safe Haven Security has scheduled an appointment with the client with our Service Manager to sit down and fully educate the client on the security system installed into her homeAll concerns of the client have been addressed, and to our knowledge the customer is satisfied with the resolution at this time? Due to the poor experience back and forth, Safe Haven Security is going to send the client a $Visa Gift Card in good faith that we appreciate their business? Please accept this communication as our response to the complaint made to the Revdex.com? Thank you.?

Hi ***,Thank you for bringing this complaint to my attention.Please accept this as Safe Haven Security’s Services formal response to the complaint made by *** ***.? Safe Haven Security would like to apologize to the customer, as the account should have been turned off upon the phone
call from the customer in July.? Due to an accounting error, the automatic *** payment continued to draft over the next four months.? The *** payment has been stopped and a check in the amount of $will be refunded back to the client by the end of this week.? We hope this will bring resolution to the complaint at hand.? Thank you for your review.? *** *** *** ***Safe Haven Security Services Inc.Office: ###-###-####***

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mrand Mrs***? First Safe Haven would like to take this opportunity to apologize for any and all frustrations caused by these events? Safe Haven has reviewed all
correspondence by the Customer and ADT / Safe Haven? The Customer had a home security system installed on 1/30/2017, since then calls on 3/10/and 4/3/were made regarding issues with one glass break detector being set off by their dogs? On 3/11/Safe Haven went to the Customers home and reset the glass break detector in an attempt to reset the sensor threshold, and then again went out on 4/4/to install door/window contact at zero cost due to the continued issues experienced by the Customer? Safe Haven has reviewed the phone records for the call on 4/3/where ADT offered to switch out the current glass break detector for door/window contact? Due to the acceptance of this offer by the Customer over the phone with ADT, on 4/4/the technician only brought contact as originally agreed upon? Since then the Customer has opted to call into ADT and Safe Haven to cancel the year contract signed on 1/30/? Safe Haven's customer service team has advised the Customer per the contract the fees due to cancel the contract prior to fulfilling the years? Safe Haven and ADT believe they have fulfilled the obligations of the contract, and therefore have not issued a release of the contract in question? In an effort to find resolution, Safe Haven is willing to offer the Customer additional door/window contacts at zero cost? Safe Haven is not obligated to offered such additional equipment, but is hopeful this offer will bring an acceptable solution to Mrand Mrs***'s complaint? Should these terms be acceptable, Safe Haven would request the customer call 1-800-842-to call and schedule an appointment with our technician? 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 first would like to offer our apologies to Ms*** for any and all frustration throughout this process? Safe Haven strives for
excellent customer service, and has spoken to all of our staff to ensure the behavior explained within the complaint does not occur in the future? On 4/25, 4/27, and 4/Safe Haven explained that we do not guarantee savings through third party insurance companies during our sales processAll customers are educated on potential savings being available, and instructed to reach out to their home owner's insurance company to confirm actual discounts available? Safe Haven reviewed the flyer in question stating $10-in monthly savings, but concluded that the flyer only stated insurance discounts are available.Safe Haven does not believe the customer was misinformed, and therefore is not willing to release the customer from the three year contract signed on 1/9/? Should the customer have additional questions or concerns we invite Ms*** to contact us by phone at anytime? Thank you for your review? ? ?