Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new house.The saler told us that we will have a three-year free smart home service.Last week, the staff of Safehaven contacted me to install a smart doorbell for my home.He called me at 7:26 in the morning to make an appointment for me, while I was still sleeping.I was not fully awake at the time, and I mentioned the free service the salesperson had mentioned to him during the call.But the staff of Safehaven recommended another paid service to me.He told me it was $49.99 per month.I thought they were the same service, $49.99 after the 3 year free period.So I agreed to let him install the paid service even though he knew I wanted the free service. On March 14, the staff came to my house to install it.Because I was at work and only my wife and son were at home.After 4 hours of installation, the staff left.After a while, the staff came back and said that they forgot to ask my wife to sign a document.During the install, the staff show my wife a piece of paper showing that everything was free.The staff was in a hurry to leave, so my wife signed the documents quickly. When I got home I found it was a contract.I'm planning to cancel the doorbell service because it's too sensitive.I called the person who made the reservation for me on March 17 to cancel the service, but no one answered.I continued to call and leave messages on March 18, no one answered too.On March 19th I called another number to cancel the service and was told I had to pay 75% of the 36 months service fee. I complained to the manager that their employee called me at 7:26am even though their work hours are 8am-5pm.When their employee asked my wife to sign, they did not mention the 75% early termination fee and free cancellation within 3 days.I called them on March 17th want to cancel, but no one answered.I want to terminate the contract and cancel the early closing fee,the manager refused.The contract said three Business days, but they said three days even though they have weekends off.

  

  Business Response

  Date: 04/01/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. We set a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all the frustrations the customer has endured throughout this matter and would like to thank them for their continued patience overall. Safe Haven would like to issue additional gratitude to the customer for bringing this matter to our attention so that we are able to take the necessary steps internally to help provide a satisfactory resolution.

  In efforts to resolve this matter amicably, Safe Haven has escalated this complaint within our builder division, and we will be honoring a penalty-free cancellation for the customer based on the contact attempts made during the rescission period. A member of our Builder Sales Support team will be reaching out to the customer to help assist them with the cancellation and removal process (if required). Once the cancellation process has been completed, the customer will be issued any payments collected by Safe Haven within 7-10 business days. We thank the customer for their time and the opportunity to help provide a satisfactory resolution.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 22 we purchased a whole home security system from ADT. Before we entered the contract we were adamant about asking what would happen with our cameras after the contract ended. We asked this several times and were told "don't worry, you will own the cameras and still have access to live feed but no professional monitoring if you don't renew." Several times we were told this and this is what sold us on ADT. The very minute we made out last payment our access to live feed was canceled. We immediately called ADT and were told "oh yeah...sorry! Those aren't our cameras and you didn't actually have a contract with us, but with safe haven and those are safe haven cameras so give them a call!" This is a deceptive business practice if I've ever seen one! This was the 1st time we had ever heard the name SAFE HAVEN SECURITY. We spoke to ADT reps, the person who installed our system drove a car with ADT on the side and wore an ADT uniform. We have ADT stickers and yard signs. We were deceived! Of course we called Safe Haven at the number ADT provided us. **** ***** said "yeap! Those are our cameras and you can't use them unless you buy a subscription from us!" So we are left with almost $2,000 worth of cameras that we can not use! We would have under no circumstances signed a 3rd party contract or agreed to spend so much on equipment we wouldn't have indefinite access to. We have emailed and called ADT more than 10 times asking for a copy of our SIGNED contract. ADT refuses to respond via email and when we speak to representatives on the phone they tell us to reach out to safe haven. When we call safe haven they tell us the contract was with ADT but they owned the cameras. We have requested copies of our initial call(which are recorded)from October 30, 2022 We have been deceived and ripped off! I don't want expensive equipped that is useless! I will follow up with the Attorney General as well as this falls under deceptive trade practices!

  

  Business Response

  Date: 03/14/2025

  We have been in receipt of your Better Business Bureau concern and have been unable to pull up an account with the information provided. 
  May we please have the customer/billing number or telephone number associated with your complaint? Is this complaint against ADT LLC/ADT +, Protection 1 or Blue by ADT/Lifeshield? 

  Customer Answer

  Date: 03/17/2025

  
  Complaint: ********
  
  Account phone numbers are ********** and ************. Address **** ** ********** **. Pine Bluff, AR 71603. ***** *** ******* ******
  
  Sincerely,
  
  * *****

  

  Business Response

  Date: 03/31/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We take the customer’s allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s additional remarks.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the equipment and services being provided. Please note, the customer was installed in October 2022 and the account was terminated due to non-payment.
  
  Additionally, the equipment value referenced within the customer’s complaint was included in the equipment package. The customer did not pay for the value of the equipment, nor did he make any additional equipment purchases that would substantiate a reimbursement for the amount listed. Safe Haven made several attempts to notify the customer of the account status from January 2023 to March 2023 without any return communications. Safe Haven’s first and only communication received from the customer prior to the account being forwarded to a collector was on March 30, 2023. The customer was advised of the non-payment collection status and was advised of the remaining balance owed. The customer advised they would reinstate the services in an effort to avoid further collection efforts, however they failed to do so.
  
  As a result, the account terminated for non-payment. The services listed within the contract were no longer accessible and the remaining balance owed was forwarded to collections. This amount was not for the equipment value, it was solely for the remaining month left over for the Alarm Monitoring Services Contract (“the Contract”). This information provides compelling evidence that contradicts the complaint allegations made against the sales representative.
  
  In conclusion, the customer did not pay for the equipment in question, nor are they eligible for any monetary reimbursement. The account was terminated for non-payment which further led to the monitoring services and equipment functionalities to be inaccessible. The current collection status is valid, and the remaining early termination fee is owed. (See page 5, term 2) Moving forward, Safe Haven kindly encourages the customer to contact the collection agency to fulfill the remaining balance owed.
  
  We thank you for your time and your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against ADT My Safe Haven Security Services due to misrepresentation and misinformation provided by their sales representative, ****** ********, which has resulted in financial hardship and a debt collection notice against me. On December 3, 2024, ADT Sales Representative ****** ******** visited my home to sell their security system. I informed her that I was under contract to assume the previous owner’s ******** Home Security system. She assured me that, per New York State law, if the system was not activated, I could cancel with no financial obligation. On December 4, 2024, ****** returned unannounced and again reinforced this claim, which led me to sign up for ADT services. On December 7, 2024, ADT installed their system and removed ******** equipment. On December 15, 2024, I received an unexpected bill from ******** for $1,812.48, stating I was still financially responsible for their contract. I immediately contacted ADT and ******, but I have received no response to my repeated emails. On February 19, 2025, I received a debt collection notice from ************ * ************, further escalating the financial damage caused by ADT’s false information. I have tried multiple times to contact ADT for a resolution, but they continue to ignore me. I am now at risk of credit damage due to their misleading sales tactics. This is unethical, deceptive, and unacceptable. Resolution Requested: I am seeking ADT to take full responsibility for the misinformation provided by their representative and either: Pay the ******** contract cancellation fee, or Negotiate with ******** to have the charges removed, so I am not financially penalized due to ADT’s misrepresentation. I urge the BBB to hold ADT accountable for these deceptive sales practices and demand a resolution before this situation causes irreparable harm to my credit. Sincerely, ******** ***

  

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint concerns. Safe Haven strives for an excellent customer experience and our sorry the customer felt anything short of that. We take the customers’ allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the concerns listed.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically that Safe Haven is an Authorized ADT Dealer they are working with, and the terms and conditions of the Alarm Services Contract (“the Contract”). Please note, the customer signed a Residential Installation Work Order that disclosed Safe Haven’s Authorized Dealer status prior to the installation. The customer also conducted a verbal compliance recording and did not voice any of the concerns listed within the complaint. Safe Haven’s first communication received from the customer post-installation was several weeks after the fact in January 2025.
  
  Additionally, the customer’s complaint letter alleges that the sales representative misled her to thinking she was able to terminate an account with another company penalty-free.  First and foremost, Safe Haven would be unable to confirm any terms or conditions related to a separate company’s policies. Second, Safe Haven may compare our terms and conditions to another company, but it would be the customer’s responsibility to confirm those terms directly with said company, not Safe Haven, before making an informed decision to move forward or not with an alternative company. Third, at no point did the customer convey she had established a contractual obligation with another company within the text thread communications shared, which further contradicts the allegations described throughout the compliant.
  
  Furthermore, the basis of the customer’s inquiry reflected within the text thread communications was whether she could terminate another account established with another company that she never turned on or activated services with.  Based on the text message thread exchanged, the customer was advised to contact the company directly and sort it out, but the customer was not guaranteed or promised any fees she would be subject to would be waived, which further contradicts the details of the complaint.
  
  Nevertheless, Safe Haven strives for excellent customer service and apologize for not meeting our own standards. Once Safe Haven was notified of the account concerns in January, this matter was escalated internally for additional review. We acknowledge our failure to provide active communication during this time, and we thank you for your patience and understanding.
  
  At this time, Safe Haven is unable to pay any balances or negotiate any fees on behalf of the customer to the previous provider she entered into a contract with. Safe Haven understands that our decision may be unfavorable to the customer, but we are not responsible for any terms and conditions the customer entered into prior to making the decision to establishing a Contract with Safe Haven. Based on the details of the complaint, it would strongly suggest there may be some confusion on what company the customer should be speaking with. We kindly encourage the customer to address the concerns regarding the contract terms of her previous provided with them directly.
  
  In conclusion, Safe Haven values customer satisfaction and we are happy to help assist the customer with any additional questions or concerns they may have. The customer may contact Safe Haven directly at ************* Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, he may also contact us by email at ********************************
  
  Thank you for your time and your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/31/2025

  
  Complaint: ********
  I am formally rejecting Safe Haven Security Services’ response to my complaint. Their response is a blatant attempt to deflect blame, misrepresent the facts, and avoid accountability for their deceptive sales tactics. Let me be absolutely clear:
  Safe Haven’s sales representative, ****** ********, provided false and misleading information that directly led to financial harm. Their refusal to acknowledge this, despite the clear timeline of events and supporting evidence, is completely unacceptable. On December 3, 2024, ****** ******** came to my home to sell me an ADT system. When I informed her that I had already signed a contract to assume the existing ******** system from the previous homeowner, she immediately dismissed my concerns and stated that, according to New York State law, if the system was not activated, I had no financial obligation and could tell ******** to “pick up their equipment.”
  I was not comfortable with her response and told her I needed to speak with my fiancé. Yet, on December 4, 2024, she showed up at my home unannounced, aggressively pushing the sale and repeating the same legal claim. It was her insistence—and the assurance that I had no risk of penalties—that ultimately led me to sign up for ADT.
  For Safe Haven to now say that they “found no evidence” of this is laughable. Of course, there is no written evidence—because their deceptive sales tactics were carried out verbally, in person. That does not change the fact that their representative deliberately misled me.
  Since Safe Haven is conveniently claiming that they have “no record” of ******** misrepresentation, let me present one piece of evidence I DO have in writing:
  ·  ****** offered and gave me all free equipment, which is not standard practice and raises serious ethical concerns.
  ·  When the installer called to verify my connection, he had to tell them I was “family” in order to proceed with the discount ****** promised me. And to be clear—I have this written down by ****** herself. If Safe Haven wants to deny this, I am more than happy to provide the proof.
  Are they willing to claim they “have no evidence” of this, too? Because I do.
  It is also telling that Safe Haven only decided to respond after I filed complaints with the BBB and Attorney General. This proves that they had no intention of addressing this issue until they were forced to. This is a pattern of dishonesty and avoidance.
  Because of their deceptive sales tactics, I am now facing a $1,900 collections bill from ************ * ************ for breaking a contract that Safe Haven’s own representative assured me I had no obligation to. This bill is now threatening my credit score and financial stability.
  Safe Haven is directly responsible for the financial harm I have suffered. I demand that Safe Haven fully compensate the ******** bill or negotiate the debt on my behalf to correct the damage their employee caused.
  If Safe Haven continues to evade responsibility, I will escalate this matter further, including:
  Filing additional complaints with the Federal Trade Commission (FTC), the Consumer Financial Protection Bureau (CFPB), and the New York Attorney General’s Office.
  Contacting local media and consumer advocacy groups to expose Safe Haven’s deceptive business practices.
  Pursuing legal action if necessary, as Safe Haven’s misrepresentation is a clear case of deceptive sales practices that resulted in financial loss.
  This issue is far from over. Safe Haven will not be allowed to dodge accountability through corporate gaslighting. I expect a real resolution—not another hollow statement full of excuses.
  I will be awaiting Safe Haven’s response and will not drop this matter until it is fully resolved
  
  
  Sincerely,
  
  ******** ***

  

  Business Response

  Date: 04/02/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. Based on the details of the complaint, we kindly encourage the customer to address the concerns regarding the terms and conditions of her previous provider with them directly. We believe there may be a disconnect in communication along with timing as Safe Haven received an additional complaint formally through the Attorney General that we intend to solely communicate through for resolution moving forward.
  
  To clarify, although the Complainant alleges that the sales representative misled her into thinking she was able to terminate an account with another company penalty-free, the customer had ample time prior to and after Safe Haven’s installation to verify the cancellation terms with her previous provider. Ultimately, it would be the customer’s responsibility to confirm those terms directly with her previous provider, before making an informed decision about whether to move forward or not with an alternative company like Safe Haven. Safe Haven would be unable to confirm any terms or conditions related to a separate company’s policies regarding early termination and was explicitly advised to communicate with her previous provider within the text messages provided.
  
  Additionally, based on the text messages the customer has shared, at no point did the customer convey she had established a contractual obligation with another company. Any reference to being relieved of charges assessed were in relation to the customer’s remarks of equipment “never turned on/activated nothing”. Based on the text messages exchanged, the customer was advised to contact the company directly and sort it out, but the customer was not guaranteed or promised that any fees accrued with a separate company would be waived, which further contradicts the details of the complaint.
  
  At this time, Safe Haven cannot agree to pay the total balance assessed or negotiate any fees with the customer’s previous provider. Safe Haven understands that our decision may be unfavorable to the customer, but we are not responsible for any terms and conditions the customer entered into prior to making the decision to establishing a Contract with Safe Haven. In an effort to help resolve this matter amicably, we are willing to provide the customer with some amount of financial compensation and intend to contact the customer directly to discuss this resolution.

  
  We thank the Better Business Bureau for their time and consideration.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 18th, 2025, we got security services from ADT for our newly purchased home (cameras, and a door lock). The initial installation did not go well, the technician, **** ******* will have to back until Monday 20th, 2025 because he did not have the cameras that we had ordered. He only installed the panel and door lock. I was unpleased, since I would have to take time off from work to have him come back and install the cameras. Later in the afternoon on Saturday 18th, 2025, we decided to go out for dinner, we noticed that the door lock kept jamming and making a horrible humming sound. I reached out via phone call and text message to our technician, **** *******, he had offered to resolve any issues since the systems was brand new. Unfortunately, I was unable to get a hold of him stating that he was out of town working on an additional installation, and Sundays they did not work. We went through the weekend without the actual system, until Monday that he returned to install the cameras he had initially forgotten. He reinstalled the door lock, placed some additional 'sensors' for it to communicate with the panel better, and installed the cameras we had ordered. After installation, in the afternoon, when were headed out, the door lock jammed once again, and that is when I reached out to this technician to request taking off the system. I did not want it. He asked if he could come back to install, yet another, sensor for the lock, and suggested changing the code for better results. We did as recommended, but unfortunately, when we came back home, we tried the new code, and it did not open the lock. After 15 mins of being locked out of the house, I tried the old code, and scary enough, it opened. the door. At this point I requested a disconnection of services through the Branch Manager that sold me the service, but he recommended for another technician to come out. Now I am being forced into a contract with early termination fees. I can explain further.

  

  Business Response

  Date: 02/27/2025

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  *** * **** *** ***** ****** ***** ** *****
  (**** ********
  Please forward this on to the correct company.

  

  Business Response

  Date: 02/27/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations of being unaware of the terms and conditions listed throughout the Alarm Services Contract (contract).
  
  Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the rescission period utilized to enforce a penalty-free cancellation. When the customer signed the contract, he acknowledged he read and understood the terms and conditions listed, which is contradictory to the customer’s remarks alleging he was not made aware of his right to rescind.
  
  Additionally, the contract included the Notice of Cancellation page which provided explicit details of the 3-day rescission period and the steps to enforce this right. Safe Haven did not intrude on this right or prevent the customer from enforcing it, as it simply required the customer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation within the designated time period. This documentation provides compelling evidence undercutting the allegations listed within the complaint.
  
  Given the above, Safe Haven cannot issue a penalty- free release. Customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, term 2) The account is currently pending cancellation, and the customer is subject to early termination terms.
  
  In conclusion, Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with the cancellation process. Safe Haven kindly encourages the customer to contact our customer support team to make arrangements for the remaining balance due. Safe Haven customer support can be reached at ************, Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.
  
  Thank you for your time and your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Call dude defective equipment and installation, They told me I’m past 90 days mark and it’s not covered so I asked him what is the purpose having an alarm and equipment Work they say I had to pay an administrative fee in order to replace the equipment I’m leasing the equipment it’s not my equipment

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau,

  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. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter.

  After reviewing the account, Safe Haven did not find any evidence that there was any improper information provided to the customer regarding the terms of the agreement initiated with Safe Haven. Safe Haven allows all of our customers to review the Contract at the time of the installation and after. Our company provided all necessary information, specifically, for the terms and conditions of the alarm monitoring service agreement upfront at the customer’s discretion to review.

  Additionally, Safe Haven collected electronic signatures to authenticate the customer acknowledging the terms of the Contract. When the customer signed the contract, they acknowledged understanding the terms listed on pages 5-8, specifically terms “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” further undercutting the allegations listed within the complaint. Within the above-mentioned term, the customer acknowledges that they are responsible for service fees, in addition to fees that are not covered under warranty.
  Furthermore, Safe Haven has spoken with the customer in efforts to help provide assistance, but our efforts were declined. We understand the customer does not want to pay the associated fees outlined within the Contract, but it does not mean Safe Haven will waive the fees associated. In order for Safe Haven to service the system, specifically for issues that are not covered under warranty, the customer would be required to pay the previous fees quoted.

  In conclusion Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the conditions signed by the customer. The customer is ineligible to have any services fees waived. If the customer would like Safe Haven’s assistance in providing a service resolution, he will be subject to the associated cost. Safe Haven encourages the customer to contact us directly at 844-413-1920 Monday through Friday, 8 AM to 7 PM Central Standard Time once he decides to move forward with scheduling an onsite visit. Thank you for your consideration.

   

  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT contacted me for a security system, who they contracted safe haven. Safe Haven tech came into my home and installed the discussed equipment except for cameras. The tech stated that camera could not be installed that day due an electrical issue in the attic. He assured me that him and safe haven would get the camera worked out and had me sign off on a paper and stated "can you please sign off on the equipment I did install today, you have 3 days to cancel your contract penalty free" which I replied "how will I know if I want this system or not without cameras?". He replied "the 3 day period begins after all equipment is installed including cameras". He then scheduled to come back in 2 weeks. He made me think there was nothing I could do except get my attic rewired. I called to try and cancel because I did not want to go through with rewiring. After a long back and forth and multiple calls they sent another tech to come install the cameras. He installed the camera with my permission while I was not at home. When I did get home 2 outlets in the same room he ran the camera too were not working. I immediately called and a tech manager came out the next day to inspect. He said there was nothing him or safe haven could do. I paid $500 out of pocket to have my outlets fixed that they're tech messed up. Total unprofessionalism from safe haven, verbal extended warranties provided by their employee that they will not honor, horrible customer service, lack of consideration, promises made under false pretenses from multiple employees. I am seeking for the company to honor the verbal warranty presented by their employee and let me cancel penalty free due to the reasons listed above. Their employee voided any contract I signed with them with his verbal extended warranty therefore the contract is voidable. And to be clear I would have not had a problem agreeing and paying for their service if this company showed any professionalism, instead of shady tactics.

  

  Business Response

  Date: 02/21/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint. We take the customer’s allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the equipment being provided, and the rescission period utilized to enforce a penalty-free cancellation. The customer’s installation took place on January 13, 2025, and he signed an Alarm Services Contract that included a Broadband Rider and Notice of Cancellation document that outlined a right of rescission date, “NO LATER THAN MIDNIGHT OF 01-16-2025”.
  
  Additionally, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce this right. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the consumer to sign and date the Notice of -Cancellation document opting to exercise a penalty-free cancellation within the designated time period. Safe Haven has addressed the customer’s inquiries regarding an “extended warranty” and the terms related to early termination.
  
   At this time, we understand our decision may be unfavorable to the customer, but we are upholding the contract terms signed. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with their cancellation request. Customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the alarm services contract. (See page 5, term 2). The customer may contact us directly at 844-413-1920, Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.
  
  Thank you for your time and your consideration.
  
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submitted by the customer. We understand the customer’s dissatisfaction regarding the previous response, but Safe Haven provided all necessary information upfront for the customer to make an informed decision to move forward. Safe Haven did not receive a Notice of Cancellation within the rescission period or a cancellation request within the allotted time frame further making the customer ineligible for a penalty-free cancellation.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. Safe Haven is hopeful we can restore the business relationship and move forward in a positive direction. We kindly encourage the customer to utilize the previous contact information provided should the customer be experiencing any service-related concerns or have any additional concerns about their account. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Once again, the terms I signed were signed with good trust. The explanation I was given did not match the terms I signed. And once again a safe haven employee damaged my home and through multiple complaints no resolution was ever offered so I’m $500 out of pocket for their mistake. I was misled and offered false promises, guarantees, and warranties, and have a witness to all of the in person conversations me and safe haven employees have had. Shameful tactics used by safe haven to make up for the lack of service, customer service and decency. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Military Orders Cancellation of Service. On February 17, 2025 I emailed a copy of my military orders to Safe Haven. I am due to report to Okinawa, Japan no earlier than 1 July 2025, no later than 31 July 2025. I recieved an email back from customer service stating "Thank you for contacting Safe Haven Customer Support. Safe Haven has reviewed the supplied document and see that the dates for the detachment aren't until between 7/1/2025 and 7/31/2025. At this time, it would be too soon to accept the cancellation with no termination fee. You can resubmit your request as the time is closer to your detachment date." I called Safe Haven after doing some research regarding their cancellation policy for military orders. There is no published policy for customers regarding a time line associated to that remark. The customer service representative, who was amazing, did her best to research that policy also. She got back to me and stated it was company policy that it had to be within 30 days of departure. I asked her if she could email me that policy so I could educate myself. She told me to hold so that she could ask her supervisor for the policy. She got back to me and stated that this was an internal policy and not a public policy for customers to have. I let her know that seems a bit odd and sounds more like a subjective policy. Does not make sense that there is an internal policy that is not common knowledge or eligable for Active Duty Service Members to be aware of. This is a pure indication that Safe Haven fails to keep their customers informed at time of sale/purchase. To leave from the United States to any military duty station overseas takes a considerable amount of time. Between medical screenings, shipment of house hold goods, putting homes up for sale, etc...

  

  Business Response

  Date: 02/21/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for an excellent customer experience and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  In efforts to provide excellent customer service, Safe Haven would like to take this opportunity to help provide better clarity regarding our internal policies. As a general rule, Safe Haven doesn’t provide internal company documents and policies unless required by law to do so (e.g., subpoena, court order, or some other law that requires disclosure). We do comply with the Servicemembers Civil Relief Act (SCRA), but there's nothing in the SCRA that requires a company to disclose its policy on that subject.

  Safe Haven honors and respects our nation’s military personnel and to show our appreciation for Safe Haven customers serving in the military, we offer conditional, penalty-free cancellation should our nation require overseas service. As a courtesy, a member of our customer support team will be reaching out to the customer to help cancel the account and address any additional concerns the customer may have. Safe Haven thanks the customer for their patience and understanding while we work towards an amicable resolution for both parties. We look forward to resolving this matter and restoring the business relationship in a positive direction.

  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Safe Haven was quick to respond and email me regarding the cancellation. I understand that a buisness may have internal policies. I would ask that if those policies have an affect on a customer, especially service members, that it is captured in the contract agreement. This would elliviate the back and forth between customer and buisness. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven Security/ ADT sent a technician to my private residence; I advised him to please place a sensor at the front door, back door, door leading into the garage. The technician put one of the sensors on my broom closet instead of garage entrance door. The biggest issue became when the Safe Haven/ ADT technician removed my very expensive RING CAMERA, replaced it with the ADT camera, and then STOLE MY RING CAMERA. Safe Haven/ ADT technician was reportedly fired from their company prior to my complaint for other reasons. Safe Haven and ADT both told me that there is nothing they can do to help rectify the theft situation. The value or replacement of the camera was something both companies were unwilling to accommodate, credit towards future billing was deemed unacceptable as well. Every idea that I thought of was turned down by their customer support teams. Not only did they turn my suggestions down, they did not offer any resolution terms of their own. Most unfortunately, after this I decided I wanted to end my contract with this company (look how the first few months have gone so far. Improper positioning of sensors, theft of private property, and zero accommodation for troubles delt to the customer). Safe Haven and ADT both said that I cannot cancel my contract with them without paying the full early-cancellation fee (which would be in excess of $1,000). THE IRONY OF A COMPANY BUILT BY REPUTATION AND DESIGNED FOR THE PROTECTION OF PERSONAL PROPERTY, IRONICALLY WAS RESPONSIBLE FOR THEFT OF PERSONAL PROPERTY AND UNWILLING TO HELP THEIR CLIENT OUT. I asked Safe Haven/ ADT’s (Bridget) who is a cancelation specialist that told me there is nothing they can do and will have to charge me in full if I want to leave; I asked “is the reputation of Safe Haven and ADT less valuable than the no-cost-to-them contract cancellation?” Unfortunately the outcome of the representatives has shown their answer to be a YES.

  

  Business Response

  Date: 02/21/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience.  As a result, we would like to take this opportunity to provide additional clarity regarding the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and have already addressed this matter with the account holder. After reviewing the account records, we wanted to provide clarity about the timeline of events that transpired. Safe Haven installed services at the residence on September 23, 2024, and did not receive any communications from the customer for over three months. On December 31, 2024, Safe Haven was first notified of the customer’s concerns regarding stolen property and issues with the placement of his sensors.
  
  In efforts to address the customer’s concerns, Safe Haven scheduled a service appointment with a technician manager on January 4, 2025. During the service appointment, the technician manager spoke with the customer and his father to discuss the events that transpired during the installation. At that time, the customer advised he thought the installation technician put his old ring camera in the ring box and had just recently realized there was no doorbell in the box. The technician manager advised the customer due to the length of time that had surpassed since the installation, we would be unable to guarantee any type of reimbursement or credits for equipment we do not carry due to lack of hard proof the customer provided to support the installation technician had stolen the device.
  
  Additionally, the technician manager relocated the garage sensor to an area that was to the customer's preference and made sure everything was up and running to his liking. Before leaving the residence, the technician manager escalated the customer’s concerns with the territory manager as well to confirm Safe Haven would not be able to offer any additional guarantees or compensation related to the missing doorbell. Both the customer and his father understood this was Safe Haven final decision prior to leaving the residence.

  At this time, Safe Haven acknowledges our decision may be unfavorable to the customer, but we are unable to provide a penalty-free termination. We were not provided with any evidence to support the customer’s theft allegations, nor were we notified within an appropriate time frame. Safe Haven understands the customer no longer wishes to continue the business relationship with our company, and as a result, the customer has been provided an early termination fee quote. These terms can be found on page 5 section 2 of the Alarm Services Contract. If the customer wishes to proceed with their request, they would be subject to early termination fees. We kindly encourage the customer to contact our customer support team once they are ready to move forward with the cancellation process. Safe Haven customer support can be reached at ************* Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/24/2025

  
  Complaint: ********
  
  I am rejecting this response because: Again, how could I or anyone prove theft without catching it on camera. Asking for this proof is unfair. Ask your former employee that you fired what he did with it. You (SAFEHAVEN) keep changing and playing with my words/statement. You (Safe haven) have offered absolutely no form of conflict resolution or suggestions to attempt to make me whole or even in the slightest bit in a better position than how your terminated employee has left me. Unfortunately, you have done nothing other than just saying "no" a whole bunch of times, so much for customer service and for being ambassadors of your brand. 

  Please keep a look out for a summons being filed shortly and soon on its way to your office.
  
  Sincerely,
  

  
  ******

  

  Business Response

  Date: 02/26/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) final response to the rejection. We understand the customer’s dissatisfaction with the previous response; however, our decision remains the same. Safe Haven acknowledges that the customer may not be able to prove theft occurred without a camera to capture it, however, the customer has failed to provide evidence the alleged theft occurred at the time he is alleging it occurred.
  
  Please note, the customer has alleged he assumed his personal device (not provided by Safe Haven) had been placed in a box during the installation. The customer did not confirm the device was placed in the box, only assumed, and also did not check the box where he assumed the device had been placed for over three months. It was at that time he alleged the device had not only gone missing, but that the technician had stolen it three months prior when he assumed it was originally placed.
  
  As a result, Safe Haven cannot replace a device. Safe Haven has not changed any words or statements captured on our recorded calls. We acknowledge the customer’s personal feelings regarding this matter and addressed the customer’s concerns immediately when they were brought to our attention. Although the customer does not like the result of our decision, it does not negate Safe Haven’s efforts of initially addressing this when the customer first brought it to our attention.  
  
  At this time, the customer may take the necessary steps he feels appropriate, but the contract terms stand. If the customer would like to purchase additional equipment or has any questions regarding his account, he may contact our customer support team at the previous contact information provided.
  
  Thank you for your time.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The night I bought my new home, before I had moved in with my family and our belongings, there was a break in. The next day, a salesman from Safe Haven Security came to my door to sell me an ADT system. He was very friendly and told me all about how his company would be a lot better than the **** system I had already purchased, and installed. He scheduled a technician to come and install the system "for free." When the technician came, it was later in the evening and he wrote up an equipment quote for an immediate payment of over $5000 dollars, which I declined, because I couldn't afford it. I was under the impression that some equipment would be included for free or added to my monthly bill, with the proffesional monite****, for around $75, a month, for the first 36 months, at which time my bill would likely increase, due to inflation. A lot of the equipment he had listed was stuff I did not need or want. He ended up rewriting the quote, twice, to get the total down closer to $700. I was told that this included 10 window sensors (unnecessary), a CO2 monitor, a smoke/heat detector (unusable), a smart thermostat (unusable), a key fob (unusable), a smart plug (unnecessary/unusable), an indoor camera (unnecessary), and a smart lock. All of the equipment that I told him was unnecessary, he said was included for free. I was told that the install was free, as well. The install ran late into the night, and did not include the thermostat, which the technician told me he was not qualified to install. I was never able to get the smart plug and key fob to work. The heat detector would go off when anyone took a shower. I had someone come out to install the smart thermostat, and they informed me that my home didn't support a smart thermostat. I contacted the tech to get a return for the thermostat, and he told me that his manager said that I could only exchange it. I tried to cancel my service and was told that I could not cancel without paying a cancellation fee of $1000+.

  

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s concerns seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. Prior to the installation, Safe Haven collected a residential work order reflecting the equipment package provided with the customer’s signature agreeing to the details listed. The customer’s signature was authenticated through the customer’s personal email address, further undercutting the allegations of the equipment agreed upon prior to the installation.
  
  Second, du**** the installation the customer was presented with additional equipment and upgrades to purchase at her discretion. When a customer opts to purchase additional equipment, Safe Haven collects wet signatures from the customer on a home customization sheet and a credit card authorization form acknowledging the additional equipment and costs associated. In addition to the wet signatures collected, Safe Haven collected electronic signatures within the Alarm Services Contract (“the Contract”) that itemized details of the equipment installed. Each of the electronic signatures were authenticated by the customer’s email address which contradicts the customer being unaware of the additional charges or that the equipment coverage originally agreed upon had not sufficed. The equipment that was initially provided had been disclosed in detail and agreed upon as sufficient prior to the installation. It was the customer’s decision to purchase additional equipment, and when that occurred, additional compensation was required.
  
  Third, the Contract provides explicit terms and conditions regarding early termination and the right to rescind. The Notice of Cancellation document can be found within the Contract on its own page detailing the designated time frame in which a customer can exercise said right, however, the customer failed to do so within the eligible time frame, therefore making her ineligible to return equipment purchased or terminate the contract altogether. The terms and conditions found within the Contract signed outline terms regarding early termination and can be found under the “IMPORTANT TERMS AND CONDITIONS”, on page 5, under paragraph 2. In the event the customer had chosen to enforce her right to cancel du**** the rescission period, she would have been eligible to cancel penalty-free or return equipment purchased.

  At this time, we acknowledge our decision may be unfavorable to the customer, but Safe Haven is unable to honor the customer’s request of a penalty-free cancellation or a refund for additional equipment purchased. Safe Haven provided all necessary information upfront in efforts to help the customer to make an informed decision and we stand by the terms and conditions signed. In efforts to provide excellent customer service and maintain a positive relationship, Safe Haven would be happy to help address any additional questions or concerns the customer may have. We can be reached at ************* Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.

  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, but the Alarm Services Contract on file is valid and has not been deemed voided.
  
  At this time, our decision remains the same. The customer was provided with all necessary information upfront to make an informed decision and Safe Haven did not receive and cancellation requests within the designated time frame to do so. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions they signed.
  
  Safe Haven kindly encourages the customer to utilize the previous contract information provided should they have any additional questions or concerns related to their account.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/28/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  The business is continues to reference, and attempt to enforce, an invalid contract.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I could give them a negative review, I would. First, I purchased their "smart" thermostat but they could not install it. So, I had a friend install the thermostat. It seemed ok for a few days. Then I went out of town and turned off the thermostat. My uncle happened to stop by and the house was a sauna! The temperature on the thermostat just read "hot". I checked my app and the last reading was 131 degrees! It was hot enough to kill most of my plants and melt a candle. The only way to get the unit to stop running was to turn of the furnace itself. I removed the thermostat and put up my old one and no issues since. I was not able to return the unusable thermostat. Second, I transferred by services in July 2023. However, Safe Haven failed to cancel the service at my old house. Unfortunately, I did not realize I was still paying on both properties until July 2024. I called Safe Haven and they seemed helpful, canceling the old service and indicating that they would issue a refund to ADT, then ADT would provide me the refund. Well it's been almost 7 months now and I have called ADT & Safe Haven at least 7 times. Every time I get a different story and still have no refund. Today, when I tried to call the local number said it was not valid. I cannot get an answer from Safe Haven or ADT.

  

  Business Response

  Date: 02/05/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven values its customers and strives for an excellent customer experience. We deeply regret any frustrations the customer has endured based on the details of the complaint.
  
  After reviewing the account records thoroughly, Safe Haven believes this complaint may need to be directed towards ADT corporate. Safe Haven does not have any records advised the customer Safe Haven would issue a refund for monthly billing. Our records show Safe Haven advised the customer she would be responsible for requesting a cancellation on her account and that ADT oversees monthly billing. We do not have authorization over account terminations or monthly billing and any concerns related to such would fall under ADT’s jurisdiction.
  
  Based on the history of the account, it would seem the concerns regarding the billing refund would need to be redirected towards the appropriate company. At this time, Safe Haven strongly encourages the customer to contact ADT at *************** regarding her account concerns. Should the customer need assistance with getting connected to ADT, she may reach out to Safe Haven at ************, Monday through Friday 8 AM to 7 PM Central Standard Time.
  
  Thank you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC