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 [redacted] , and find that this resolution is the only way to be in the safe zone with themI will say that I did not sign a contract and I would like to SEE itIf it wasn't for having to put a system in my mother-in-laws house I would fight it to the maxThanks [redacted] Regards, [redacted]

Complaint: [redacted] 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 beginningIt hasn't done what it's suppose to at all and they want me to pay a month for it or over to stop it right away?I doesn't work! I should not have to pay for something that has never even worked. Regards, [redacted] ***

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 [redacted] 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 [redacted] 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 [redacted] 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 12282356, and find that this resolution is satisfactory to me Regards, [redacted]

[redacted] < [redacted] >1:PM (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!

To whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted] Safe Haven Security does offer a $rebate with our basic package consisting of: keypad, door/window contacts, motion detector, and keyfob Mr [redacted] received in his package keypad, door/window contacts, motion, exterior camera, interior camera, keyfobs, and a gateway The package selected does not come with a $rebate, and Mr [redacted] does not have a service contract by Safe Haven Security Services stating as such Safe Haven's customer service team did speak with the client on 4/8/explaining this detail, but the customer was unhappy with the response At this time due to the package selected Safe Haven will not be providing the customer with a rebate, as zero rebate is due Thank you for reviewing[redacted] CFO###-###-####

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 [redacted] 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

[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 [redacted] , 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, [redacted]

December 22, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Response via Revdex.com Website RE: [redacted] Complaint No.: [redacted] This letter documents Safe Haven Security Services’ response to the above-referenced customer’s complaint In September 2014, Safe Haven Security Service sold and installed a residential security system for [redacted] [redacted] is listed as the customer’s emergency contact Safe Haven has been addressing this issue with Ms [redacted] Per Safe Haven’s records, Safe Haven’s licensing manager filed the necessary permit application with the [redacted] , ** Public Safety department along with the application fee When informed by the customer’s representative that no record of the permit was received, Safe Haven attempted to email Ms [redacted] copies of the application and the cancelled check so she could dispute with the [redacted] authorities Apparently, Safe Haven had a bad email address The documents have been resent to the email address on this complaint Again, this information should be presented to the authorities to show the permit was applied for and the authorities cashed the check for the application fee Safe Haven’s customer service representative has been instructed to resend the information and follow up to confirm receipt At this time, Safe Haven believes the issue has been addressed If you have any questions, do not hesitate to contact me Sincerely, [redacted] * [redacted] Chief Financial Officer Safe Haven Security Services

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Ms [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] also stated that the representative had not done anything wrong and it was her own confusionThe Customer Service Agent did inform Ms [redacted] she was outside of the rescission period and Ms [redacted] stated she had thought so but then inquired about getting her glass break sensor adjusted for sensitivityThe Customer Service Agent also provided Ms [redacted] of a cancellation quote and she had stated she would get back with us on her decisionOn 7/25/Ms [redacted] 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 [redacted] 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 [redacted] per her request and Ms [redacted] 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 [redacted] from the contractual agreement as she stated our sales representative did not misrepresent himself or our companyThank you for your review

I had submitted an online complaint against Safe Haven Security on 6/6/Yesterday (6/8), Safe Haven reached out to me and advised that they will send me a refund based on the value of the gift card I was promised when I signed up with them.I am also in contact with ADT regarding my Realtor's name being removed from my account, so it seems that ADT will resolve that issue for me.Between their business practice of giving contradictory information, and with them issuing my account with my Realtor on there, I am definitely leery of doing business with them, however, since the issues I submitted to the Revdex.com have now been resolved, I would like to close out my complaint.Thank you for your assistance, and please let me know if you need any other information.Sincerely, [redacted]

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Mr [redacted] Safe Haven would like to first apologize to the Customer for any and all frustrations through this process The Customer is correct as we have been out to the house on two occasions to assist with setting up a new security system for the client Our first visit to the home included our Technician and Mr [redacted] 's Wife During the inspection of the system Safe Haven concluded that the existing system would not adequately protect the Customer due to the current hardware installed within the home Safe Haven's Technician had began removing the old equipment, and installing new equipment to properly equip the client prior to Mr [redacted] deciding to hold off on the installation until a later date when he could be available When the Technician left the home he advised Mrs [redacted] that the old system that was removed would be left in the garage until a new appointment time and date was set up to come back out to finish the installation Upon coming out for the second visit to reinstall the old system, certain parts had been taken from what was left in the garage, leaving the old system unable to be reinstalled At this time Mr [redacted] does not want to proceed with a security system with Safe Haven Security as you can note within the complaint Safe Haven has reinstalled the old system back into the home, with the exception of the transformer that was missing from the garage upon our return I would be glad to speak with Mr [redacted] over the phone, but at this time we do not have further information to report Thank you for your review of Safe Haven's responseSincerely, [redacted] ###-###-####

[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: [redacted] I am rejecting this response because: This whole entire response from Safe Haven is inaccurate and unethicalI spoke with [redacted] the sales rep the morning of April requesting door lock and all the other home automation security features I told Mr [redacted] that I want to make sure I have everything I need to secure my homeMr [redacted] did not communicate what we had discussed with the technician ***This is why he needed to come back to my home on three different occasions...over a six day periodThis is unacceptable On April (still within my business days to cancel) Mr [redacted] promised me that I would have the home automation features and the motion sensor (which was forgotten by the tech on the first day of installation) installed on April 15th I had phone conversations as well as email and text messages with Mr [redacted] in regards to what I expected from the very first dayI was under the impression that once I upgraded to the Pulse feature, the items such as home automation would be included in that upgraded priceThis is on the website and I communicated that to Mr***He advised me to let the technician know, just as before, and he would take care of itI was never advised that the door locks would be orderedHe ( [redacted] the tech) told me that the touch screen panel (part of Pulse) would cost and additional $and I declined that feature I called on April requesting to cancel my service because the home automation features were not installed as promised on the 15th of AprilI was transferred to a lady named ***She said that I would be let out of my contract but would have to pay for the tech to remove the equipmentI explained to her that had I received the services I requested and paid for, the tech would not need to remove the equipmentShe said she would talk to her manager and see what she could do about the fee and call me back [redacted] never called me backI called back several times with no success [redacted] always said someone would call me back and they never did including herThe last time I spoke with [redacted] she told me that services were cancelledI told her that I am still receiving a bill and she called Corporate while I was on the phone with herThe lady from [redacted] told [redacted] that it was not cancelled and she (***) is responsible for cancellingOnce again, [redacted] promised a call back and I never received that call! On April 20th [redacted] from quality assurance called me and was extremely disrespectful and rudeHe implied that I am aware of ***s procedures and would not allow me to speakI had to terminate the phone conversation After that, I called back again and to this day no one from Safe Haven has contacted meBecause of no response, I had to call corporate, and Mr [redacted] , spoke with me and tried to mediate with no success eitherMr [redacted] was extremely helpful in trying to help the situation and listened to my concernsSafe haven HAS NOT left any message for me ever! That documentation of phone calls is simply a lie! The only person that ever called me back in regards to [redacted] is Mr [redacted] and he does not work for Safe Haven I want Safe Haven to waive the early termination fee because I was promised things within my business day window that I did not receive Regards, [redacted]

Dear Revdex.com,Please accept this as Safe Haven Security Services formal response to the complaint made by Ms [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] also stated that the representative had not done anything wrong and it was her own confusionThe Customer Service Agent did inform Ms [redacted] she was outside of the rescission period and Ms [redacted] stated she had thought so but then inquired about getting her glass break sensor adjusted for sensitivityThe Customer Service Agent also provided Ms [redacted] of a cancellation quote and she had stated she would get back with us on her decisionOn 7/25/Ms [redacted] 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 [redacted] 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 [redacted] per her request and Ms [redacted] 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 [redacted] 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 Carmine Fiorentino Safe Haven processed the refund of $on 12/20/ The refund will reflect as a credit on the consumers original credit card usedSafe Haven is unable to process refunds until the funds from the consumers credit card post to our account, which in this case did not clear our account until 12/16/ If the customer has further questions, we invite them to call directly at ###-###-#### Sincerely, Safe Haven Security Services

To whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted] Safe Haven Security does offer a $rebate with our basic package consisting of: keypad, door/window contacts, motion detector, and keyfob Mr [redacted] received in his package keypad, door/window contacts, motion, exterior camera, interior camera, keyfobs, and a gateway The package selected does not come with a $rebate, and Mr [redacted] does not have a service contract by Safe Haven Security Services stating as such Safe Haven's customer service team did speak with the client on 4/8/explaining this detail, but the customer was unhappy with the response At this time due to the package selected Safe Haven will not be providing the customer with a rebate, as zero rebate is due Thank you for reviewing[redacted] CFO###-###-####

June 10, RevDex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO RE: [redacted] Complaint # [redacted] This letter documents Safe Have Security’s response to the complaint from [redacted] on 5/20/ 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 signed up the client for [redacted] service on 4/8/ Installation of clients new security system took place on 4/9/per scheduled appointment Client stated at the time of inspection on 4/9/that she really wanted camera's installed and had discussed this with our Sales Rep Installer proceeded to install the security system, and promised the customer to be out the next morning to install the camera's per the clients request as he did not have a stock of camera's on his truck 4/10/the installer did go out and set up the camera's as promised 4/13/Client called in asking to be called back ASAP as she really wanted door locks and a motion detector added to her system, which we scheduled with the client to install on 4/15/ 4/15/installer went out for a third time and installed window sensor in kitchen and motion detector in living room motion at no cost to the client, and advised that we would need to order the door lock being requested 4/17/Client called in wanting to cancel service because the door lock she wanted had not been installed, which had been requested four days earlier At this time the client was informed that her three day right to cancel was up, and that if she were to cancel at this time the three year contract would be broken and a termination fee would be accessedPlease note as of 4/15/2015, each request by the client had been addressed in a timely manner Safe Haven Security has attempted on many occasions since to reach out the client to resolve questions and concerns with the client We have documentation of speaking and or leaving messages for the client on 4/20, 4/22, 5/13, 5/14, 5/15, 5/18, and most recently today 6/ We are more than willing to work on a amicable solution to the problem, but need to hear back from the client I have personally left a message for the client to give me a phone call directly, and will hope to hear back in the near future Thank you for reviewing our response [redacted] Chief Financial Officer Safe Haven Security Services Inc Office: ###-###-#### [redacted]

Review: I finally had a service technician from [redacted] who actually knew what he was doing. According to him, Safe Haven installed a system in our home that was absolutely unnecessary, and one that would not work with the [redacted] Safe Watch 3000 wireless security system that was already installed in our new home. I also learned that Safe Haven technicians work on commission and will try to sell you anything they can, including things the average consumer doesn't need.I have called and emailed with complaints ever since our system was installed and your company, Safe Haven, has done nothing to permanently fix the issues. I would like to request that a technician from Safe Haven be sent to our property immediately to take away the $3,000 system that was installed and to provide us with a full refund.According to the [redacted] technician that arrived at our home today, the original system that came with our new home, will not work until Safe Haven's system is removed. Our new home wireless system is not designed to work on the system that you provided and a qualified installer should have known this. Our system was completely wireless and adding the suggested hard wiring, impedes the function of our already installed security system. Something your technician should have told us.I am going to request that [redacted] reinstall the wireless Safe Watch 3000, which is the system that came with our new home, and that Safe Haven disconnected.I'm sure realtors such as my own, including [redacted], will not be eager to refer their clients to Safe Haven if this situation is not resolved amicably. I was also informed that this practice or sales tactic is not uncommon with Safe Haven. I will seek legal counsel if this situation is not resolved immediately.Desired Settlement: Return original system to working order so that alarm can be armed. Currently not able to arm system.