Safe Haven Security Services, Inc.

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by customer [redacted].  Safe Haven Security would like to apologize for any confusion the customer may have experienced when signing the 3 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 2014.  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 3 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.

Hi [redacted],Please see below the response to the clients complaint.We first would like to take this moment to apologize for the slow response back to Ms. [redacted] Revdex.com complaint.  The complaint originally made on 8/9/2015 regarding the rebate not received was corrected and...

addressed by Safe Haven Security on 8/10/2015 upon receiving a call from the client.  On 8/10/2015 Safe Haven Security sent out the customers rebate as originally promised.  Below we have included a list all of the clients equipment activated on 2/06/2015.  You will notice that not only doors, but windows are included within this list of equipment.  Safe Haven Security did not install these door or window contacts, as Safe Haven Security came in and activated the system that was already in place.  At the time of activation all equipment was working operationally.  Unfortunately whenever an existing system is in place, there may come a time that we have to come out and service the equipment when the system does not function properly.  As stated in the complaint the system did not malfunction within the first 90 day window, so our ADT partner which monitors the system has since come out and addressed the issues at hand.  Safe Haven Security will continue to work with our ADT partner’s to ensure all customer calls are handled in a professional and knowledgeable fashion to ensure the client is not misinformed.  We hope this explanation of the events helps in closing the door on the outstanding complaint.  Thank you.  Should the client have further concerns I invite them to contact us to ensure everyone is satisfied.Zones1 front door2 garage interior door3 back door4 bedroom window5 playroom window6 kitchen windows7 master bedroom windows8 living room windows9 living room motion[redacted]Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####[redacted]

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the rejection made by Ms. [redacted]. Attached is the electronic copy of the contract that Mrs. [redacted] was sent via email to the email address provided. Mrs. [redacted] did not exercise the notice of cancellation policy she was provided during the rescission period. Multiple attempts have been made to service Mrs. [redacted]'s system and Safe Haven's technician was sent away. Safe Haven has contacted ADT Corporate and service signals are running and Mrs. [redacted] is receiving monitoring services. Please have Mrs. [redacted] contact our Customer Service Department to set up a service call to resolve the system issues that are occurring at [redacted].Safe Haven will not be releasing Mrs. [redacted] from the contractual agreement. Attached are the supporting documents of the contract that were signed and agreed for with time stamps and dates of the Customer receiving them. Thank you for your review

Dear Revdex.com,  Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted].  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. [redacted] did sign a 3 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 made by Mr. and Mrs. [redacted].  Safe Haven would first like to apologize for any and all frustrations caused by these events.  Safe Haven strives for excellent customer...

satisfaction, and it would appear we have not succeeded in this situation.  Mr. and Mrs. [redacted] home security system was installed by Safe Haven on 1/4/2016.  Since installing the security system, the only correspondence notated on Safe Haven systems is through our original sales representative.  Safe Haven's Customer Service Team has received zero communication from the Customer, and therefore has not been given the opportunity to resolve any outstanding issues.  [redacted] owns the contract and monitoring of the security system installed today.  If [redacted] has replaced components of the originally installed security system, [redacted] will be the company to coordinate the removal of any and all existing equipment.  Safe Haven can neither confirm nor deny the statements made by the Customer regarding equipment being installed incorrectly as we were never advised of the Customer's concerns.  Safe Haven is an Authorized Dealer of [redacted], and installs per the guidelines set forth by [redacted].  The only equipment purchased by the Customer were two indoor camera's and one door lock.  Per notes by [redacted] and Safe Haven, these components are still being used, therefore zero refunds are due at this point in time.  Regarding the damages reported by the initial placement of the keypad, Safe Haven would advise you contact [redacted] directly to work through any and all assistance being compensated for repairs.  Should further questions or concerns arrive please feel free to call ###-###-####, and ask to speak with a Customer Service Representative.  Thank you for your review.

May 7, 2015
 
Revdex.com of Greater Kansas City
8080 Ward Parkway, Suite 401
Kansas City, MO  64114
 
RE:  [redacted]
 
Complaint # [redacted]
 
This letter documents Safe Have Security’s response to the complaint from [redacted]...

[redacted] on 5/7/2015.
Safe Haven Security does offer its clients a $100 [redacted] gift card, along with keypad, motion detector, key fob to remotely turn on and off the security system, and up to 3 door / window contacts for a initial charge of $99 plus tax.  In some cases the client opts to take additional equipment in lieu of the gift card.  Mr. and Mrs. [redacted] received a keypad, two key fobs, one motion detector, and thirteen door/window contacts.  The client paid $108.41 at installation, and received 1 extra key fob, and 10 additional door / window contacts in lieu of the $100 [redacted] gift card.   The [redacted] gift card request form was received, but the client did not qualify for the rebate in question.  I welcome further communication with the client by phone at ###-###-#### should additional questions arise.  Thank you for your review.    
 
[redacted]
Chief Financial
Officer
Safe Haven Security Services Inc.
Office: ###-###-####
[redacted]

March 2, 2015
 
Revdex.com of Greater Kansas City
8080 Ward Parkway, Suite 401
Kansas City, MO  64114
 
RE:  [redacted]
 
Complaint: [redacted]
 
This letter documents [redacted] Haven Security’s response to the complaint
from [redacted] on 2/20/2015.
 
We have reviewed the clients objections, and find the lack in
communication today is with our corporate partners, not the client.  [redacted] Haven Security Service intends to refund
the client 100% of the upfront cost for the equipment purchased  in September of 2014.  A check will be processed and sent to the
client in the amount of $3485.65 to ensure this matter is resolved for the
client.  We have spoken to the [redacted]’s directly,
and have confirmed this resolution is acceptable to close this case within the
Revdex.com.  Thank you for
the opportunity to work through this matter, and thank you for your continued
business as a customer of [redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: ADT clearly has me mixed up with another customer. I 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 claim. Nor 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 stupidity. Surely 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 matter. I am very disappointed in ADT Safe Haven and would not recommend this company.
Regards,
[redacted]

February 20, 2015 Revdex.com of Greater Kansas City8080 Ward Parkway, Suite 401Kansas City, MO  64114 RE:  [redacted] Complaint # [redacted] This letter documents Safe Haven Security’s response to the product issue complaint from [redacted]...

1/22/2015. 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. Safe Haven Security installed a new security system for the client on 8/19/2014.  False alarms occurred on 8/23, 9/29, and 11/1.  Safe Haven Security made service appointments with the client each time to work on resolving issues that arose.  Clients have now opted in January 2015 to cancel service due to false alarms and errors with the system.  Safe Haven Security has made several phone attempts to resolve any outstanding issues for the client, although the clients are no longer responsive.  We would be glad to work out options to refund back payments if we can resolve their outstanding issues going forward.  I hope to get the opportunity to speak with the client in the near future.  At this point we believe we have done everything possible to respond to the clients complaints and issues with the security system installed. Please proceed with closing out this complaint at your earliest convenience.  Thank you.  [redacted]Chief Financial OfficerSafe Haven Security Services Inc.

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Ms. [redacted].  Safe Haven first would like to offer our apologies to Ms. [redacted] 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 4/28 Safe Haven explained that we do not guarantee savings through third party insurance companies during our sales process. All 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 $10-20 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 1/9/2017.  Should the customer have additional questions or concerns we invite Ms. [redacted] to contact us by phone at anytime.  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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
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 it. I 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,
[redacted]

Please accept this as Safe Have Security Services formal response to the complaint made by [redacted].  First, Safe Haven would like to apologies for the poor service received by Ms. [redacted].  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 $9.80 per your request, as $133.00 was originally charged on 3/16/2017, and then an incorrect amount was refunded and processed of $124.00 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. [redacted]’s concerns will be resolved.     [redacted]Chief Operating OfficerSafe Haven Security Services Inc.Office: ###-###-####[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I never signed any contract ,  I never put my name or initials on anything  I never ever seen a contract until they sent me one via email after I filed a complaint with you . I'll take a lie detector test and give one to [redacted] and see who is telling the truth ! And I sent them a letter on the 18 of sept. 2016 stating I never signed any contract . I was told  time after time from [redacted] & the Installer there was no contract . I told them in advance I would not do any type of contract and they both assured me NO CONTRACT !!!  You can also check the hand writing of me & [redacted] and see who put my name on that contract . What they have done is fraud forging my  signature .
Regards,
[redacted]

February 23, 2015 Revdex.com of Greater Kansas City8080 Ward Parkway, Suite 401Kansas City, MO  64114 RE:  [redacted] Complaint # [redacted] This letter documents Safe Haven Security’s response to the contract issue complaint from [redacted] on...

10/26/2014. 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. Ms. [redacted] signed up for a new security system through Safe Haven Security on 7/14/2014, which was installed into her home the same day.  At the time of install the client received all equipment below at zero cost, as her initial $107.27 charged at installation was refunded back to her the same day.  The monthly premium discussed by Safe Haven Security’s sales agent and the client was $44.99, which is the same contract price set on the 3 year agreement signed by Ms. [redacted] prior to her installation.  The $182.00 the client has referred to in her complaint comes from $107.27 charged by Safe Haven Security on 7/14/14, which was refunded back to her the same day.  As well the first month proration and following month monitoring charges of $75.18 billed by ADT directly.  I have spoken to ADT and the $75.18 charged was indeed reversed the credited back to the client.     Ms. [redacted] opted to sign a notice of cancellation on 7/16/2014, which Safe Haven Security closed out her contract on that same day.  Several calls to the client followed to attempt to collect the security equipment listed below, as an installer is required to remove the equipment to ensure the equipment is functional going forward.  Ms. [redacted] never allowed our installer to return to the home to collect the equipment.  Safe Haven Security did receive a box full of equipment  in the month of October, of which several items were destroyed due to the removal by the client.     Safe Haven Security works extremely hard to ensure each transaction begins and ends with a positive outcome, unfortunately this is not one of those cases.  Per the request of Ms. [redacted] within her complaint, all equipment has been taken out of her home and the client has been refunded all cost within the transaction. Thank you for revi[redacted] and closing out this complaint in a diligent manner.  Equipment installed – Security Panel2 way Cell Unit1 keypad1 motion detector2 keyfobs3 door contacts7 window contacts1 glass break detector  [redacted]Chief Financial OfficerSafe Haven Security Services Inc.

Complaint: ***
I am rejecting this response because;  Is it absolutely ridiculous that they would try to have us pay that cancellation fee for something that does not work! Didn't work from the beginning. It hasn't done what it's suppose to at all and they want me to pay 60 a month for it or over 1300 to stop it right away?I doesn't work! I should not have to pay for something that has never even worked. 
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:ADT charged us until Dec double charged even if I double checked your salesman when I signed my new contract. Your more tha 30 customer services hang up or transferred my call. They don't know the company isn't same under the name of ADT, also, they didn't answer the addresses of their office. You didn't explain and write about most important things when you take our signature. You must explain. I don't trust your company by those rude attitude. Those are your fault. I want to cancel by no charge.
Regards,
Yoko F[redacted]

Dear Revdex.com,Please accept this as Safe Haven Security's formal response to the clients complaint regarding the promised $100 visa gift card.  Safe Haven Security does offer a promotion to all clients in the form of a $100 rebate when we install a standard security system...

including 1 keypad, 3 door / window contacts, 1 motion detector, 1 interior siren, and 1 remote key fob.  The sales brochure in question specifically states that we will install the above mentioned equipment and provide the client a $100 Visa Gift Card.  The client did not choose the standard package advertised in the sales brochure, which is why the client is not due the $100 rebate.  Safe Haven Security installed for the client 1 keypad, 11 door / window contacts, 1 motion detector, 1 remote key fob, 1 interior siren, and 1 monitored smoke detector.   The client in this case opted for 7 additional door / window contacts, along with 1 monitored smoke detector in lieu of receiving the $100 rebate.  Safe Haven Security has left a voicemail with the client regarding the complaint, and hopes with this response will bring some clarification to this matter.  Thank you for your review.[redacted]CFOSafe Haven Security

[redacted]<[redacted]>1:12 PM (21 hours ago)tome[redacted],I would like to withdraw my complaint (#[redacted]) against Safe Haven Security.  The CFO, [redacted], personally contacted us and solved our problem.  We are very impressed with the customer service we received...

from him.Thanks!

Ms. [redacted],
My apologies for your continued frustrations.  The reason Safe Haven Security is addressing
your Revdex.com Complaint is because you have filed a complaint against Safe Haven
Security and not ADT.  I would be glad to
discuss by phone or email options to cancel out your contract at any point in
time.  My direct contact number is listed
below, and I would invite you to reach out so that we can bring your concerns
to a conclusion.  I hope to hear from you
soon.  The signed contract that you completed in its entirety on January 27, 2015 explains in detail your options to cancel the contract.  Should you need a copy for your records please do not hesitate to call and request a copy.  
[redacted]
Chief Financial Officer
Safe Haven Security Services Inc.
Office: ###-###-####
[redacted]

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint in question.  Safe Haven on 9/9/2016 refunded the Customer's credit card account, and has since removed all equipment installed on 9/10/2016.  We believe Safe Haven has completed...

all request by the Customer, and believe this matter to be closed.  Thank you for your review.