Safe Haven Security Services, Inc.

[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:
Once again I see the document that I did not esign. I asked for a time stamped statment on when I apparently esigned this document. The document you send does not have a time. I also would like to know when I was supports to have received this document to have been signed? I do have adt equpment in my housebut it is faulty and has done damage to my house and caused me more anxiety then it has comfort. Once again please contact me at [redacted]. 
Regards,
[redacted]

[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.
Regards,
Cheryl H[redacted]

Dear Revdex.com,Please accept this as Safe Haven Security's formal response to the complaint made by [redacted].  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 $250.00 on 9/22/2015.  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.

Safe Haven has requested Mr. [redacted]'s to contact our corporate office directly to work through these outstanding concerns.  Since 2/9/2017 when Safe Haven responded to the original complaint to the Revdex.com, zero communication by phone has been attempted by the client.  Upon receiving a phone call from Mr. [redacted], Safe Haven will attempt to find resolution to this matter.  Please call ###-###-#### at your earliest convenience.  Thank you.

March 4, 2015
 
Revdex.com of Greater Kansas City
8080 Ward Parkway, Suite 401
Kansas City, MO  64114
 
RE:  [redacted]
 
This letter documents Safe Haven Security’s response to the complaint from [redacted] on March 2,...

2015. Safe Haven Security Services has been in direct contact with the client, and has extended on offer to refund the client 6 months of free service in the amount of $269.94.  Upon verification through the Revdex.com that the complaint is resolved, we will send the client a check directly by mail.  The lack in communication by Safe Haven Security is being addressed, and we hope the client will accept this as a gesture of good faith going forward.  All contracts presented to the client did specifically state a 3 year contractual period for [redacted] monitoring, which provided the client several hundred dollars in free equipment installed into their home.   Sincerely, [redacted] - Safe Haven Security

To whom it may concern:Please accept this as Safe Haven Security Services formal response to the complaint made by [redacted].  Safe Haven Security is committed to resolving the complaint at hand, and has since left a message for the customer to discuss over the phone.  The client...

permitted the technician to install a new security system within the residence on 9/3/2015, provided the technician with banking information to have the monthly monitoring debited from her account on 9/3/2015, called back on 9/30/2015 to notify Safe Haven Security that her last name was incorrect on the account and requested it to be fixed, and lastly sent in the $100 rebate form to Safe Haven Security on 11/11/2015 to receive the rebate for signing a three year contract.  All of these events listed above would lead Safe Haven Security to believe the electronic contract in question was signed by Mrs. [redacted].  We hope to find acceptable resolution on this matter in the near future.  Thank you for your review.Sincerely,Josh B[redacted]###-###-####

June 1, 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] on 5/28/2015..
Safe Haven Security signed up the client for ADT service on 6/5/2014.  The client at the time signed a 3 year contract, which stated if canceled over the first 36 months that a balance of 75% of the remaining months plus equipment provided at zero cost would be due.  The client also signed a notice to cancel which provided the client 3 business days to cancel service upon signing the 3 year agreement.  Safe Haven Security strives for excellence with its employees and sales team; the contract signed by the client is verification of the terms which the client agreed to.  The contract does not state that the client can cancel at anytime, nor would a company stay in business if they offered free installation and equipment and allow the client to cancel at anytime.  Safe Haven Security does offer a free security system installed with a $99.00 activation fee.  This free system comes with 1 keypad, 3 door contacts, 1 motion detector, and 1 keyfob.  The client on 6/5/2014 paid the $99.00 activation and signed the initial contract for the free security system.  At the time of the installation though the client requested an additional 14 door / window contacts to be added, 1 smoke detector, and 1 additional keyfob which attributed to the additional $904.64 charged for the additional equipment.  The client has been paying the monthly monitoring fee for the last 12 months as agreed per the contract, which contradicts the statement that the $904.64 collected was for monthly monitoring.  Safe Haven Security would be glad to work with Ms. [redacted] regarding the cancellation of her service, but would need to follow the terms of the contract signed initially.  Thank you for reviewing our response.
 
[redacted]
[redacted]
Chief Financial Officer
Safe Haven Security Services Inc.
Office: ###-###-####
[redacted]

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.  I appreciate [redacted] 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,
[redacted]

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 $100 rebate with our basic package consisting of: 1 keypad, 3 door/window contacts, 1 motion detector, and 1 keyfob.  Mr....

[redacted] received in his package 1 keypad, 16 door/window contacts, 1 motion, 1 exterior camera, 1 interior camera, 2 keyfobs, and a gateway.  The package selected does not come with a $100 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 4/8/2016 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###-###-####

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Mr. [redacted].  First and foremost we would like to take this opportunity to apologize for any and all frustrations Mr. [redacted] has experienced through this process. Safe...

Haven strives for an excellent customer experience from start to finish, yet we are unable to assist clients with potential issues if they do not contact us directly.  Mr. [redacted] states within his email that Safe Haven would not honor what the Sales Rep promised, yet we have zero records of the Customer reaching out to Safe Haven to have these discussions.  On 1/4/2017 Mr. [redacted] did call ADT directly to cancel his contract, but during this call ADT advised the customer he would have to contact Safe Haven to request the cancellation of his account.  Mr. [redacted] did sign a three year contract with Safe Haven and ADT.  Mr. [redacted] also signed a Notice of Cancellation document which provides the timeline he would have to cancel the contract signed. Specifically within this Notice of Cancellation it states he had until midnight of 12/12/2016 to cancel his contract with zero penalties.  Safe Haven has attached a copy of this document for all to review.  Safe Haven would be glad to speak further with the customer, but would need the customer to contact us directly to be able to further assist.  Thank you for your review of the above response.

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to the complaint made by Mr. [redacted].  First, Safe Haven would like to apologize to Mr. [redacted] for the confusion in the expected experience with Safe Haven and ADT.  Safe Haven has spoken to...

the Customer on more than one occasion discussing why the gift card was not available, and why the second motion detector was not used, as Safe Haven did end up covering all windows in the basement with window contacts.  Safe Haven has as well addressed the question of the monthly monitoring rate of $52, which today the customer is actually paying $47.99.  Safe Haven’s last correspondence with the Customer was on March 8, 2016 after the written complaint was made.  Safe Haven invites Mr. [redacted] to reach out to Safe Haven regarding the complaint to see if we can assist in bringing this matter to a conclusion.  Over the course of June and July of 2016, Safe Haven has attempted to contact the client 14 times with zero return response.  Thank you in advance for the review of Safe Haven’s response.   [redacted]Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####[redacted]

Hi [redacted] and [redacted], Please accept this email as Safe Haven Security Services formal response to the complaint made by Mr. [redacted].  Safe Haven has spoken to Mr. [redacted] regarding his questions and concerns on several occasions.  I have requested Mr. [redacted] to send in a formal letter...

requesting the cancellation of his service, but have received zero communication from the Customer since 8/25/2016.  Safe Haven currently has a hand signed contract by Mr. [redacted], along with an electronic signed contract by Mr. [redacted].  Both contracts require 6 different initials and or signatures.  The contract’s signed specifically detail the monthly monitoring charges, and point out the 36 month contractual agreement for installing a security system at a reduced charge.  Mr. [redacted] has been very volatile over the phone with Safe Haven’s Customer Service Representatives.  We hope to find an agreeable resolution, but at this time the Mr. [redacted] has stopped communicating with Safe Haven, and has moved to submitting complaints through the Revdex.com.  Thank you for your review.   [redacted]Chief Financial OfficerSafe Haven Security Services Inc.Office: ###-###-####[redacted]

[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. During a recent telephone conversation with [redacted] Haven, an apology and speedy resolution was offered, including a 100% refund.  We are satisfied with this resolution and will continue service and monitoring with [redacted] and [redacted] Haven.
Regards,
[redacted]

[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 have verbally discussed this situation with Mr Brown further.   I do not agree in full with the terms, and comments of what transpired by Safe Haven Security's written response earlier today, however we have verbally agreed on acceptable terms which are as follows. We have agreed that Safe Haven will allow cancellation of the contract without penalty, a service representative will pick up all equipment installed at my house on Thursday the 12th around 5 pm, and my previous payment of $60.79 will be refunded in full to me.  I have accepted these terms as a resolution to this complaint and do not intend to pursue further.
Regards,
[redacted]

September 1, 2015
 
RevDex.com of Greater Kansas City
8080
Ward Parkway, Suite 401
Kansas
City, MO  64114
 
RE:
 [redacted]
 
This
letter documents Safe Have Security’s response to the complaint from [redacted]...

[redacted].
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 home. All 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 $100 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.

May 11, 2015
This
letter documents Safe Have Security Services response to the complaint from [redacted] on 5/5/2015.
Safe Haven Security Services takes 100% responsibility on the delay in sending the client their $100.00 rebate.  An error was made by our Customer Service Team,...

which resulted in the client not receiving the rebate promised.  May 8, 2015, Safe Haven Security Service sent a $100.00 refund to the clients bank account to initiate the rebate to the client as soon as possible.  Secondly, we have spoken to the client over the phone, and they are confirming receipt of the rebate received today.  Please review and close this customer complaint at your earliest convenience. Thank you.  
[redacted]
Safe Haven Security Services Inc.
Office: ###-###-####
[redacted]

June
10, 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] on 5/20/2015.
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 signed up the client for [redacted] service on 4/8/2015.  Installation of clients new security system took place on 4/9/2015 per scheduled appointment.  Client stated at the time of inspection on 4/9/2015 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.  4/10/2015 the installer did go out and set up the camera's as promised.  4/13/2015 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 4/15/2015.  4/15/2015 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.  4/17/2015 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 accessed. Please 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 6/10.  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]

[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. In addition I would like to extend my gratitude to Mr. [redacted] for calling me and for being patient to understand my viewpoint on the complaint. We agreed that the payment made so far should cover the cost of goods installed and no additional payment will be required. We will continue using ADT with the regular monthly service fee as per the contract signed. Also, to reciprocate to the generosity offered by Mr [redacted], I have decided not to claim the additional $100 rebate. I'll go ahead and request Revdex.com to close the complaint. I'll go ahead and take down any other reviews that I have put in other social platforms such as [redacted] and [redacted] Reviews!Also, I would like to thank Revdex.com for putting forward our complaint to the business and help resolve this quickly. Much appreciated. 
Best Regards,
[redacted]

Dear Revdex.com, Please accept this as Safe Haven Security Services formal response to [redacted]'s complaint.  Safe Haven has reached out to Ms. [redacted] today by phone and apologies for the experience.  Ms. [redacted] was provided incorrect information by our Manager...

regarding the buy out of her prior contract with Guardian.  Due to this misinformation Safe Haven will be paying the balance due on the contract with Guardian.  Safe Haven at this time has not received a letter from The [redacted]'s Office, which is why we have not made a response back.  We thank Ms. [redacted] for bringing this information to our attention so that we may internally correct the misinformation being sent out to our customers.  Thank you for your review.

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 response. Sincerely, [redacted]###-###-####