Complaints for Safe Haven Security Services, LLC in Kansas City, MO

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
4	Refuse to adjust, relying on terms of agreement
0	Unanswered

6 complaints against Safe Haven Security Services, LLC

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1/28/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,300.00 Amount Settled: $0.00

Customer Complaint

1/17/2024

I just turned 25 y/o in Oct 2023 and moved into my new house on Oct 31 2023. The city I moved to Thibodaux, LA. Safe Haven Security out of New Orleans, LA (whom is an authorized dealer for ADT) came over to my house the first week of November 2023 and explained different security packages to me (window/door sensors and cameras). Once the installer came over a few days later, he's the one that I had to ask more questions about what will be installed. He barely explained in detail, but he stated that the cameras record and that I will be able to monitor them. I signed the 3 year contract. Once I played around with the camera settings, they are motion detected cameras that do not record and store footage to a cloud. Fast forward to December, and a fugitive running from the cops was stated to had jumped my fence or ran along it. The police came over and asked for the footage and I had none to show for. I called Safe Haven and spoke to 15 different people from 10am to 6pm and they stated the cameras record only when motion detected. I told them that I understand that part, but the cameras also record small clips of 30 second time frames when detected. The next clip records a minute or 2 AFTER the first clip is captured. I told them that as a consumer, it is reasonable to believe that SECURITY CAMERAS are supposed to record and not basically be dummy cameras for 66 dollars a month. Safe Haven stated I couldn't make no changes bc it would void my contact. I have a lot more to say. Resolution Sought I want to cancel services. I can't do a refund bc the contract allows a 3 day grace period. Someone at safe haven told me to install a chip into the cameras so they can record 24/7. I installed the chips on the cameras, called back, and the supervisor said that feature is only for businesses not residential. I told them that it's basically one click of a button. They said I couldn't switch over to a "business" bc it'll void my contract and I'd have to pay $1300 for services THEY CAN'T PROVIDE.

Company Response

1/18/2024

Dear Business Consumer Alliance, Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. We want to assure you that our company takes customer feedback seriously, and we have made every effort to address the customer’s dissatisfaction with the camera capabilities. Safe Haven last spoke with the customer on January 2nd, 2024, and during the call, an onsite service appointment was offered but the customer declined. After reviewing the complaint details, we understand the customer no longer wishes to maintain the service agreement based on the functionality of the camera devices. Please note, camera devices are supplementary to the alarm monitoring system and do not impact the functionality of the system. The alarm monitoring system has not malfunctioned and per the terms of the contract, if the customer would like to terminate the contract, he would be subject to the early termination fees. Nonetheless, Safe Haven remains committed to providing our customers with excellent customer service. We kindly invite the customer to contact Safe Haven so that we may assist the customer with the cancellation process. Safe Haven can be reached at 844-413-1920 Monday through Friday, 8 AM to 7 PM central time. Thank you for your time and consideration. Sincerely, Brittany Shorts Safe Haven Security Services, LLC

Customer Rebuttal

1/23/2024

Thanks for the response and assisting me by phone the times I called. The services were offered to adjust my camera settings, which I did. Instead of the cameras capturing motion detection events every minutes or so, I made them capture the events more often at every 2 minutes or so (I cant remember the specifics). The contract says that included in the package, I get the monitoring system, window and door sensors, and cameras. The cameras are not left off of the contract, no where does it say they are not included or excluded, etc. But let's just say that they are. You're saying that the cameras are all mine. They're for my use and my use only. I have a chip installed into the camera that stores 32gb of camera footage (48 straight hours). Why am I not allowed to use my own cameras such as the camera itself provides? Not to mention, the contract also states that I get cameras. Any reasonable consumer will have the understanding that if a security company comes to them and tells them they are installing cameras, that they are actually CAMERAS. not decoy, part-time cameras. Now, after adjusting the settings, within 2 days, I "over exceeded my monthly camera storage use".

Company Final Response

1/24/2024

Dear Business Consumer Alliance, Please accept this as our formal response to the rebuttal. We understand the customer’s dissatisfaction with the camera capabilities contracted under an Authorized Dealer, but Safe Haven is not permitted to sell 24/7 camera recording for residential customers. The contract does not detail 24/7 camera recording capabilities being included in the services, nor does Safe Haven promote those features. At this time, Safe Haven is unable to honor the customer's request to a penalty-free cancellation. The system installed has not been deemed inoperable. Should the customer wish to move forward with his termination request, he will be subject to the early termination fees. We appreciate your time and thank you for your consideration. Sincerely, Safe Haven Security Services, LLC

1/17/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,295.00 Amount Settled: $0.00

Customer Complaint

1/2/2024

I was a tornado victim in Clarksville TN on December 9th 2023. I informed the company my home was a total loss and they informed me to close the account I would have to pay $1,295.00. I informed the company I have no money to my name to cover that lump some. The supervisor told the representative that there is nothing they could do, a supervisor did not want to take the call or get on the line to further assist me. I think it is messed up such a large company would not help a tornado victim who had lost everything. Resolution Sought I would like for the company to fully refund me due to the fact I had to borrow money from family members to pay this balance off. Also come up with a better solution for Natural disaster loss for future victims of it happens again!

Company Response

1/3/2024

Dear Business Consumer Alliance, Thank you for bringing this matter to our attention. Safe Haven Security Services, LLC (“ Safe Haven”) acknowledge the customer is experiencing difficult circumstances, and we empathize with their situation. Our company is committed to assisting customers in times of need to the best of our abilities, however, it is important to note that the Alarm Services Contract(“the Contract”) includes specific warranty exclusions, one of which is, "damages from natural disasters”. After further review of the account, Safe Haven unfortunately does not have direct oversight or control over financial hardships caused by natural disasters. Luckily, ADT Corporate provides assistance for customers and may be better suited to help provide the customer with their financial hardship program offerings currently in place. These programs are designed to provide support and assistance to customers facing financial difficulties. We encourage the customer to contract ADT Corporate directly to explore the options available. Nevertheless, while we understand the customer may need to move forward with terminating the service agreement, we must adhere to the terms and conditions that were signed. As such, the customer would not be eligible for a penalty-free cancellation, and would be subject to the early termination fee outlined within the terms and conditions. In conclusion, Safe Haven is unable to honor the customer's refund request or release the customer from the Contract terms. In our ongoing efforts to provide excellent customer service, we invite the customer to contract us directly if they need assistance with connecting to ADT Corporate. Safe Haven can be reached at 844-413-1920, Monday through Friday 8 AM to 7 PM central time. Thank you for your understanding and cooperation in this matter. Sincerely, Safe Haven Security Services, LLC

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