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:11/25/2025

  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.

  They are charging me for a service that isn’t being provided. The only reason I wanted a home security system is for cameras, which they said they can install and monitor. I still haven’t had cameras installed and am being charged the monthly premium for the camera monitoring. I have contacted the company multiple times, and now I’m at the point they won’t even respond to me. I was wanting to have my contract revised, but with how unprofessional the company is acting I would rather cancel my contract which they’ll try to charge me for.

  

  Business Response

  Date: 12/01/2025

  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 we 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 frustrations the customer has endured through this matter and would like to thank them for their continued patience overall.
  
  Safe Haven is taking the necessary steps internally to help provide a satisfactory resolution for all parties involved. We have received a similar complaint through the state Attorney General, and we will make our best effort to resolve this matter. Our national director has been working internally with our installations management team and will be having a technician manager reach out to the customer to actively work towards a resolution plan. We thank the customer for their time and look forward to resolving this matter amicably.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 12/11/2025

  
  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 Safe
  Haven is not ADT and cannot speak on their behalf.
  
  In efforts to provide excellent
  customer service, Safe Haven previously offered to allow the customer to ship
  back (1) camera so that we could resolve his issues with the camera and reduce
  his monthly monitoring rate. Additionally, Safe Haven also provided a shipping
  label to cover shipping costs and ensure this was taken care of within a timely
  manner. At no point did Safe Haven confirm we would collect all the equipment
  or waive the early termination fees outlined within the Alarm Services Contract
  (the “Contract”) signed. (See page 5, section 2)
  
  Given the above, Safe Haven is
  unable to terminate the contract without the associated early termination fees.
  The concerns listed within the complaint pertained to a supplemental device
  which does not impact the monitoring services from receiving signals to and
  from the monitoring station. Safe Haven has not deemed the system inoperable,
  and should the customer want to move forward with terminating the account, he will
  be subject to the terms and conditions signed.
  
  At this time, Safe Haven kindly
  request the customer to return the (1) camera if he would like to move forward with
  our previous offer so that we can reduce the monthly monitoring rate as discussed.
  If the customer wishes to decline this offer, we kindly invite him to contact
  our customer support team to make the necessary arrangements for the remaining
  balance owed. Safe Haven can be reached at (844)413-1920 Monday through Friday,
  8 A.M. to 7 P.M. Central Standard Time.
  
  We thank you for your time and your
  consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 12/12/2025

   
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  I will ship all equipment, I will not pay cancellation fee since safe haven is the party that breached the contract. 
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:11/21/2025

  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.

  1. Deceptive Sales Practices. Told me one price, agreed upon this. At installation, installer put in 1/2 the system, then the remaining 1/2 told me it was going to be a different price, twice as much as what was agreed upon. There was already a holes in my walls and 1/2 the equipment installed.
  2. Equipment, front door lock is malfunctioning. Had to remove that to keep it from being in a spiral pattern (opening/closing, etc).
  3. The alarm system does not work correctly and sent off alarms several days in a row, for no reason.
  4. The Web based interface does not allow me to make specific changes to remove basic information, like telephone number changes, etc..
  5. I see that other people have made the same complaints. This is not an annomally.
  5. The systems appears to have been hijacked for some time now.

  

  Business Response

  Date: 12/01/2025

  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. We take the allegations of deceptive business practices seriously. 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. We want to clarify that any reference to other cases is not relevant in this matter. Our main focus is the customers’ account and ensuring their understanding of the terms and conditions they signed.
  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 monitoring rate elected, and the rescission period utilized to enforce a cancellation without any fees. The customer executed the Alarm Services Contract (the “Contract” on August 20, 2025. A customary rescission period was provided and detailed on its own page listed under the Notice of Cancellation page to ensure the customer was given ample opportunity to review the terms and conditions during and after the installation. The Notice of Cancellation page provided explicit details of the 3-day rescission period and the steps to enforce that right. Safe Haven did not intrude on that right or prevent the customer from enforcing it, as it simply required the customer to sign and date the Notice of Cancellation page opting to exercise a cancellation without any fees, but the customer failed to do so.

  Additionally, when the customer contacted Safe Haven to express her request to terminate the services on August 26, 2025, she was no longer eligible to terminate the services without the associated fees. (see page 5, section 2) Safe Haven attempted to offer technical support, but the customer declined. An early termination fee was quoted to the customer and the customer declined paying the fee and became belligerent towards the customer support representative, ultimately leading the call to end. Safe Haven acknowledges the customer’s position, however, the customer elected to upgrade the monthly monitoring rate that was originally agreed upon from $55.99 to $63.99 during the installation. This information was also reflected within the Contract terms signed.

  Consequently, if the customer failed to read those terms, it did not negate the terms provided or that the customer had the terms within their possession immediately when they were signed. The customer was informed of the rescission period and had every right to exercise her Notice of Cancellation within the designated time period should there have been any discrepancies with what she had signed but failed to do so. Safe Haven has not been to the customer’s residence since the installation, and have not received any additional communication from the customer since August 26, 2025. Please note, if the customer has removed a device that was professional installed by Safe Haven, we would be unable to offer a service warranty on those devices as we are unable to decipher whether issues stemmed from an equipment malfunction or an error caused by user during the removal process.
  
  Given the above, Safe Haven is unable to waive any fees associated with early termination or issue any refunds to the customer. If the customer is experiencing any service-related issues, we kindly invite the customer to contact our customer support team to schedule technical support or an onsite service appointment. Should the customer wish to forgo servicing and would like to move forward with terminating the services, she would be subject to the terms signed. Safe Haven kindly invites the customer to contact our customer support team at (REMOVED, Monday through Friday, 8 Am to 7 PM Central Standard Time.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 12/09/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the additional remarks submitted by the customer. While we understand the customer’s position, our decision remains the same.
  
  Safe Haven provided the customer with all necessary information upfront to review at their discretion. The customer had ample opportunity to review the terms and enforce their right to cancel within the designated time but failed to do so. Importantly, when the customer contacted Safe Haven to terminate the services on August 26, 2025, she was no longer eligible to terminate the services without the associated fees. (see page 5, section 2) Safe Haven understands the customer is not willing to allow Safe Haven to provide resolution assistance, but that does not negate Safe Haven’s attempt to offer it. In the event a customer is not willing to allow Safe Haven to provide resolution assistance but wants to terminate the services, they are still responsible for the fees associated with early termination.

  Given the above, Safe Haven is unable to waive any fees associated with early termination or issue any refunds to the customer. If the customer is experiencing any service-related issues, we kindly invite the customer to contact our customer support team to schedule technical support or an onsite service appointment. Should the customer wish to forgo servicing and would like to move forward with terminating the services, she will be subject to the terms signed. Safe Haven kindly invites the customer to contact our customer support team at REMOVED, Monday through Friday, 8 Am to 7 PM Central Standard Time.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 12/11/2025

   
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:
  
  What I have shared is the truth.  Other people had submitted the same to BBB. I saw this prior to submitting my own.

  Now I'm being put in terror, which burglar alarms, and today glass break alarms.  Spooking. 

  My son was copied on all the outgoing calls and nuisances.

  There's a camera and voice recording from the alarm portal inside my living room. And I don't feel that I'm being given any head room by them.  

  Furthermore,  my privacy is upmost vital to my existence. 

  If user experience could have been great,  instead of worse after my complaints, we might have not have had proof of something different going on here.

  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:11/20/2025

  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.

  I called ADT to cancel my subscription and I was transferred over to safe haven to speak about the cancellation. They informed me that in order to cancel we would have to pay 75% of the remaining balance of $900. This is outrageous because this was NEVER told to me verbally upon signing the contract. The company is sneaky and misleading! This is not right and is a violation. I have asked them to provide proof that they gave me a verbal explanation of the contract terms and they are unwilling to do so.

  

  Business Response

  Date: 11/21/2025

  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. We take the allegations of being “sneaky and misleading” 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 throughout the entire sales process and ensures that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the term length of the service, and the rescission period utilized to enforce a cancellation without any fees. We acknowledge the customer’s position, however, when the customer executed the Alarm Services Contract (the “Contract”) on April 7, 2025, she placed her electronic initials on the first page next to the following statements,
  
       “I, THE CUSTOMER, MAY CANCEL THIS TRANSACTION AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS TRANSACTION. SEE THE ATTACHED NOTICE OF CANCELLATION FORM FOR AN EXPLANATION OF THIS RIGHT. I ACKNOWLEDGE BEING VERBALLY INFORMED OF MY RIGHT TO CANCEL          AT THE TIME OF EXECUTION OF THIS CONTRACT AND RECEIPT OF THIS NOTICE.”
  
  This documentation provides compelling evidence to undercut the entire complaint.
  
  Additionally, Safe Haven understands the importance of full transparency of the Contract and as mentioned above, a customary rescission period was provided and detailed on its own page listed under the Notice of Cancellation page to ensure the customer was given ample opportunity to review the terms and conditions during and after the installation. The Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce that right. Safe Haven did not intrude on this right or prevent the customer from enforcing it, as it simply required the customer to sign, date, and send in the Notice of Cancellation page within the designated time period.
  Consequently, if the customer failed to read those terms, it did not negate the terms provided or that the customer had the terms within their possession immediately when they were signed. The customer was informed of all necessary information upfront and had every right to exercise her Notice of Cancellation within the designated time period should there have been any discrepancies with what she had signed, however, in this case she failed to do so.
  
  Given the above, Safe Haven is unable to waive any fees associated with early termination. (See page 5, section 2) If the customer would like to move forward with terminating the services, she would be held to the terms and conditions signed. Safe Haven can be reached at (844) 413-1920, Monday through Friday, 8 AM to 7 PM Central Standard Time. As of November 20, 2025, Safe Haven has reiterated this information to the customer and there are no further actions for Safe Haven to take.
  
  We appreciate your time and thank you for your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC.
  

• Initial Complaint

  Date:11/19/2025

  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.

  When I bought my new home, Safe Haven began spamming me trying to pitch their security services to me as the PRIMARY HOMEOWNER (makes sense right?). One day, they called during work hours, and I re-directed them to SPEAK with my wife.
  
  At no point did I provide authorization or consent for this contract. While I directed your sales representative to contact my wife for discussion purposes only, this does not constitute legal consent or approval to enter into a multi-year service agreement. Your sales team knowingly proceeded with the sale despite being aware that I am the homeowner and the sole party with authority to approve services for this property.
  
  This contract was executed without informed consent, and I only became aware of the terms, costs, and obligations after the fact. Under consumer protection laws, a contract entered into without the knowledge or authorization of the responsible party is unenforceable. Furthermore, attempting to claim that a simple delegation of a phone call equals authorization is misleading and does not establish a binding agreement.
  
  I called ADT as Safe Haven is a 3rd Party Vendor, and even ADT agrees It should've been signed by ME.
  
  I am requesting that this contract be terminated and what is funny is they request authorization from my wife to give me any information, but they don't request my authorization to sign a contract.

  

  Business Response

  Date: 11/20/2025

  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. After reviewing the account records, we believe there may be some confusion as the account holder associated with the account in question is not listed under the complainant.
  
  Additionally, 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. The account holder was provided with all necessary information upfront to make a well-informed decision to move forward well after any conversation had with the sales representative. Importantly, a customary rescission was included and detailed within the Alarm Services Contract (the “Contract”) on the Notice of Cancellation page for her review.
  
  Consequently, should there have been any discrepancies regarding the terms signed, the account holder had every right not to move forward. The Notice of Cancellation page provides 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 account holder from enforcing it, as it simply required the account holder to sign, date, and send in the Notice of Cancellation page within the designated time period. In this case, the account holder chose to move forward with the terms and conditions signed.  We have not identified any evidence to support there was any improper conduct that occurred throughout the entire sales process nor has the account holder voiced any concerns at the lengths the complainant has detailed.
  
  At this time, we acknowledge the complainant’s dissatisfaction with the Contract that was executed, but the account holder provided all of her personal information, scheduled an installation appointment, and executed the Contract willfully. If the complainant no longer wants the services, the account holder would be subject to the terms and conditions signed. (See page 5, Section 2). Safe Haven kindly encourages the complainant or the account holder to contact our builder support team to assist them with cancellation process and the associated fees. Safe Haven can be reached at 877-643-6612, Monday through Frida, 8 AM to 5 PM Central Standard Time.
  
  
  We thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:11/18/2025

  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.

  Safe Haven Security, an ADT Authorized Dealer, is attempting to collect an unlawful Early Termination Fee (ETF) of $1,304.78, even though my written contract explicitly prohibits termination charges under my circumstances.
  
  According to Paragraph 20(A)(5) of my ADT/Safe Haven contract, if it becomes “impractical to continue service due to modification or alteration of the premises after installation,” then no termination charges may be assessed. I permanently moved out of the property where the system was installed, and ADT cannot continue providing service at that location.
  
  Despite my written dispute and providing the contractual clause, Safe Haven issued Quote #REMOVEDdated 11-11-2025 demanding $1,304.78. The company ignored my cancellation, ignored the contract terms, and continued pressuring me to pay a fee I do not owe.
  
  This is misleading, unfair, and abusive billing behavior. I have already filed complaints with the CFPB and the Florida Attorney General.
  
  I am attaching evidence, including the contract, the cancellation emails, and the $1,304.78 quote.

  

  Business Response

  Date: 11/19/2025

  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. We take the allegations of misleading,
  unfair, and abusive billing behavior 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 term length of the service agreement. We acknowledge
  the customer’s position; however, the customer executed the Alarm Services
  Contract (the “Contract”) during the installation and by doing so, she
  acknowledged she read and understood sections 1 and 2 of
  the Contract that state the term was for 36 months and that
  terminating prior to that term would result in an early termination fee.

  While we are well versed in our own Contract terms, it seems
  there may be some confusion regarding the customer’s interpretation of the term
  she has referenced within her complaint. Paragraph “20. TERMINATION BY DEALER”,
  is solely specific to when the Dealer (“Safe Haven”) has to terminate the
  Contract. This is detailed explicitly and referenced within multiple paragraphs
  listed under the IMPORTANT TERMS AND CONDITIONS and best detailed in paragraph
  2. TERMINATION OF THIS CONTRACT. In this case, the customer has elected to terminate
  services due to a residential relocation which does not absolve her from the Contract
  terms.

  Given the above, Safe Haven denies that there has been any
  wrongdoing on its part. We understand the customer may have misinterpreted the
  Contract terms, but we’re hopeful this information helps provide additional
  clarity. In efforts to help alleviate any additional frustrations, Safe Haven has
  offered to provide the customer with courtesy options that will help dismiss the
  early termination fee described above. The customer may activate a new 36-month duration account with ADT at their new residence. Should they move
  forward with this option, Safe Haven must be notified of this new account
  activation to confirm validity of the account for eligibility to have
  early termination fees waived.

  At this time, the account is pending cancellation and will be completed
  on November 21, 2025. Safe Haven has been actively communicating with the customer
  as recently as November 19, 2025, by email and has reiterated this information
  to ensure the customer has a clear understanding of the terms signed. Should the
  customer decide not to relocate the services and proceed with terminating the services
  altogether, she may contact our customer support team to settle the early
  termination fee balance due. Our customer support team can be reached at
  816-495-3906, Monday through Friday between the hours of 8 AM to 4:30 PM
  Central Standard Time.

  We appreciate your time and thank you for your consideration.
  

  Sincerely,

  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 12/01/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s additional remarks. While we acknowledge the customer’s position, our decision remains the same. Safe Haven is not attempted to collect an unlawful early termination fee as the customer’s misinterpretation of the Paragraph “20. TERMINATION BY DEALER”, is solely specific to when the Dealer (“Safe Haven”) has to terminate the Contract. This is detailed explicitly and referenced within multiple paragraphs listed under the IMPORTANT TERMS AND CONDITIONS and best detailed in paragraph 2. TERMINATION OF THIS CONTRACT. In this case, the customer has elected to terminate services due to a residential relocation which does not absolve her from the Contract terms.
  
  In this case, the customer has continued to assert statements from the contract improperly in efforts to deem herself eligible to have early termination fees waived, however, the customer is neglecting to acknowledge that she has chosen to move out the residence at her own will, not due to any modification or alteration of the premises that she continues to imply. Further the term she has continued to assert improperly is solely determined by the Authorized Dealer, not the customer. A customer choosing to relocate prior to the full term of the service agreement does not absolve them from the terms and conditions signed.
  
  Further, Safe Haven has not ignored the customer’s cancellation request or the contract terms. Safe Haven has chosen to uphold the terms and conditions the customer has signed. The customer’s monitoring services were terminated effectively on November 25, 2025, with a remaining balance owed. We understand the customer may not agree with the terms she previously signed, but Safe Haven has not found any information that would deem the customer eligible to have early termination fees waived.
  
  Given the above, Safe Haven denies that there has been any wrongdoing on its part. We understand the customer may have misinterpreted the Contract terms, but we’re hopeful this information helps provide additional clarity. In efforts to help alleviate any additional frustrations, Safe Haven has offered to provide the customer with courtesy options that will help dismiss the early termination fee described above. The customer may activate a new 36-month duration account with ADT at their new residence. Should they move forward with this option, Safe Haven must be notified of this new account activation to confirm validity of the account for eligibility to have early termination fees waived.
  
  At this time, the account is cancelled and there is a remaining balance due. Should the customer fail to fulfill the remaining balance owed, she will be subject to further collections efforts. Safe Haven kindly encourages the customer to contact our customer support team to settle the early termination fee balance due. Our customer support team can be reached at REMOVED, Monday through Friday between the hours of 8 AM to 4:30 PM Central Standard Time.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 12/01/2025

   
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  The business response is not satisfactory.

  Safe Haven continues to ignore the specific contractual exception under Paragraph 20(A)(5), which states that no termination charges may be assessed if it becomes “impractical to continue service due to modification or alteration of the premises after installation.”

  
  This clause applies when ADT can no longer provide monitoring at the original premises, which is exactly my situation after permanently vacating the residence. The business has still not addressed this clause directly.
  Safe Haven’s repeated claim that Paragraph 20 only applies when the dealer initiates termination is false. The contract does not contain such a limitation. The impracticality clause is triggered by circumstances, not by which party initiates cancellation.
  Additionally, Safe Haven’s statement that I “will be subject to further collections efforts” directly contradicts the fact that the amount is fully disputed, that a complaint is active with the BBB, the Florida Attorney General, and the CFPB, and that the contract does not permit the fee under the applicable exception.

  
  Threatening collections during an active dispute is inappropriate and raises additional concerns of unfair and deceptive practices.

  
  My requested resolution remains the same:

  
  Removal of the Early Termination Fee
  Cancellation of the account with a $0 balance
  Written confirmation that no collection actions or negative credit reporting will occur

  
  I request BBB assistance in resolving this matter.

  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:11/18/2025

  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 had a security system that included cameras installed in late June of 2025 and the cameras are malfunctioning and Safe Haven is refusing to service cameras or repair. I have paid over 1000.00 for the security system and it is only 5 months old and it is malfunctioning. I have called and reported issue several times to a rep named REMOVED(the sales rep i contacted to install) and the tech named REMOVEDwho installed the system since i have their phone numbers. I've tried to contact Safe Haven customer service but unable to reach a rep. I am locked into a contract with them and ADT, i do not want to keep paying for a system that does not work.

  

  Business Response

  Date: 11/18/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. This matter has been addressed. Safe Haven has scheduled a return visit to the customer residence to occur on November 26, 2025, to adjust the recording rules, confirm clip resets and ensure recording is functional to avoid clip overload.

  We thank the customer for bringing this to our attention and are happy we could facilitate an appointment to help address the customers concerns. Should the customer wish to forgo servicing and want to move forward with canceling, he would be subject to the contract terms. Safe Haven kindly encourages the customer to contact our customer support team if he has any additional questions. Safe Haven can be contact Monday through Friday, 8 AM to 7 PM Central Standard Time.

  Thank you for your time and your understanding.

  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 11/19/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because: Safe Haven has not scheduled any appointment with me. I received a text from the sales rep named REMOVEDMonday morning saying someone will come on the 26th. did not give a time or consult with me if that time was day was good or not. that is not scheduling. I called safe haven today and finally was able to speak with a rep about this issue and i then scheduled an appointment for tomorrow evening. I talked to REMOVEDID# REMOVED. Safe Haven did not contact me. I contacted them since i have been trying to reach them pertaining this issue. I reported this issue on July 28th to REMOVEDand again Nov 13th. I tried to reach safe haven multiple times by calling their REMOVED and every time, the call would go the automated system then it would hang up. Today was the first time i could reach a customer service rep. i called on my own and not because i filed the complaint. i called them still trying to resolve. they have not contacted me other than REMOVEDtexting Monday morning saying someone was coming on the 26th. i contacted him since i was not able to reach safe haven by calling the 844 number. so far no safe haven has lied to me about fixing issues and will not resolve. when i contacted REMOVEDin july, i reported the same issue and he said he would send out a tech. no one every showed up or contacted me. so i do not accept their response. REMOVEDhas misrepresented the facts multiple times and i do not want to continued to lied to by safe haven reps. 
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 11/20/2025

  Dear Better Business Bureau,
  
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) additional  complaint remarks. At this time, Safe Haven has spoken directly with the customer as recently as November 19, 2025, and adjusted the previous service appointment scheduled for November 26, 2025 to occur on November 20, 2025. Safe Haven will be returning to the customer's residence to adjust the recording rules, confirm clip resets and ensure recording is functional to avoid clip overload.
  
  
  We thank the customer for allowing us the opportunity to help provide resolution assistance, and we are hopeful we can move forward in a positive direction. Should the customer have any additional concerns he may contact our customer support team. Safe Haven can be contact Monday through Friday, 8 AM to 7 PM Central Standard Time.
  
  
  Thank you for your time and your understanding.
  
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:11/12/2025

  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.

  Last year around the end of October, a representative from Safe Haven Security came out to sell us on a ADT service. We were told that the service was transferable if we moved from the home within the timeframe of the contract. 11 Months later, I needed to relocate due to taking a promotion at work. ADT/Safe Haven was contacted, and we were then told that we needed to pay 75% of the remaining contract and that it was non-transferable regardless of what their sales representative told us. ADT/Safe Haven is now trying to force me into a new 3 year contract in order to not pay the early termination fee. They also have switched the due date multiple times for this "early termination fee" based upon them being upset that I am disputing the charge. We have also had issues with faulty equipment being installed, when we found out one of the sensors was not working, we called ADT/Safe Haven to come out and fix the issue. Instead we were told to fix it ourselves and was hung up on multiple times.

  

  Business Response

  Date: 11/13/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's duplicate complaint as submitted through complaint# REMOVED. Safe Haven sympathizes with the personal circumstances they are having to endure and understand the customer has concerns regarding relocating services, however, it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. Service relocations are all done through ADT Corporate and any concerns related to ADT’s relocation requirements would need to be redirected to them. 

  After reviewing the account records, the customer entered into an Alarm Services Contract with Safe Haven on November 4, 2024. When the customer signed the Contract, he signed that he read and agreed to the terms and conditions, specifically, the terms related to early termination. (See page 5, section 2) Additionally, the customer contacted Safe Haven on July 18, 2025, to express their frustrations regarding the service experience they received by ADT Corporate and when Safe Haven offered to provide technical support the customer advised they no longer needed assistance because their equipment was functioning properly. Safe Haven has not been to the customer’s residence since the installation, nor has the customer issued any request to Safe Haven to services their system.
  
  As a result, when Safe Haven was notified on October 9, 2025, of the customer’s request to terminate the services due to a relocation, Safe Haven advised the customer to consult with ADT regarding relocation options and provided an early termination fee quote. Safe Haven does not have a relocation process and based on the terms and conditions signed, when a customer elects to terminate the services prior to full term, they are subject to early termination fees. (See page 5, section 2)
  
  Based on the complaint details, we would kindly request the complaint be redirected towards ADT corporate. Safe Haven does not have any authority over ADT’s relocation process or any authority over ADT’s relocation requirements to qualify for early termination fees to be waived. Safe Haven cannot make any billing adjustments. If the customer wishes to move forward with terminating the services, he will be subject to the terms and conditions signed.
  
  We thank you for your time and your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:11/10/2025

  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 was approached at my home by a sales representative from Safe Haven Security, an authorized ADT dealer. (On November 7th) The rep used high-pressure tactics and convinced me to sign up for a system I said I needed time to think about.
  I emailed to cancel before the installation date (November 10th), but they charged my bank account at 1 a.m., sent a technician to my home anyway, and repeatedly called both me and my partner (who they were never given permission to contact).
  I’ve contacted ADT corporate to cancel and request a refund, but I feel misled, pressured, and uncomfortable with how much personal information I shared. I want a full refund, confirmation of cancellation, and to ensure Safe Haven no longer contacts me or my partner.

  

  Business Response

  Date: 11/11/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Ina Chambers. Safe Haven Security sets 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 frustrations the customer has endured through this matter and would like to thank them for their continued patience overall.
  
  After reviewing the account records, it would seem that this matter has already been resolved. Safe Haven has cancelled the account, confirmed the cancellation with the customer through ADT’s presidential complaints, and voided out any previous charges that were debited on November 10, 2025.
  
  At this time there are no further actions for Safe Haven to take. We thank the customer for their time, and we are happy we could resolve this matter in a timely manner.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:11/03/2025

  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.

  This co. makes ADT look great. Their CS is absolutely horrid. Every time I call they either have phone issues or their CSRs don't understand what you need & transfer you to ADT who transfers you right back to them due to warranty or whatever issues. I'm not happy with either co. They're both horrid on CS & really need to step back & look at that. The sales people try to sell you the moon & stars for super high prices. When it gets down to tech support or CS this co. can't really do anything. ADT sent me an email to add the system to my insurance for a discount. My agent needs a certificate. I can't login to ADTs site for whatever reason, SH has no clue how to get me in nor do they have the certificate to submit to the agent. I got transferred to ADT AI system & stuck there. I hung up, called SH back to get a supervisor. They have to verify you w/each person you talk to. Doesn't matter that the rep who transferred the call already did that. REMOVEDrequested the same info from me rather than considering I was already verified & transferred to her in the 1st place. I told her it was stupid & that I wasn't giving her the same info again when I was transferred to her. Be different if she answered the original call. She asked again for it I hung up rather than argue w/her. Since inception I've had issues w/the system & a rough time w/them & ADT. I don't need to pay people for bad service. I want out of this contract & refuse to pay them any type of break fees. The builder provided this to its buyers, I wasn't given a choice of service providers. I'm unhappy w/them & ADT CS & want to end this nightmare relationship ASAP. I'd rather hire my own security co. who I can vet to make sure I don't have repeat bad experiences. I've had the service less than a month, that speaks volumes. This is all over my wanting the certificate to provide to my agent which no gave me upfront. I don't need it now, I want out of this contract ASAP. I demand contact from SH high up mgmt.

  

  Business Response

  Date: 11/04/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submission formed by the customer. Safe Haven is committed to providing excellent customer service, and we are sorry to hear that the customer had nothing less than the best experience. We appreciate all feedback given and have documented the customer’s remarks for potential areas we can better ourselves in.
  
  It's important to note, as an Authorized ADT Dealer, Safe Haven prioritizes the privacy and security of our customers’ information and takes all necessary precautions to ensure it’s protected. While we understand the customer’s frustrations about our standard practices of verifying the identity of individuals we’re speaking with, it is something that is necessary when discussing personal account records, specifically, records pertaining to a customer’s home security. These practices ensure that we are not only speaking with the authorized individuals listed on the account, but that they can confirm pertinent information associated with the account to confirm their own identity.
  
  Additionally, Safe Haven acknowledges the customer’s concerns detailed with ADT, however, Safe Haven does not have authority over ADT’s customer service, website, or technical support. We kindly encourage the customer to redirect any concerns she has related to ADT w as they will be to address those concerns raised.
  
  We understand the customer no longer wants to have a business relationship with either entity, and we want to honor the customer’s request. If the customer would like to move forward with early termination of the services before full term, she may contact us to terminate the services with the associated fees. (See page 5, section 2) Safe Haven can be reached at (REMOVED.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 11/10/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s additional remarks. While we understand the customer’s dissatisfaction with our previous response, our decision remains the same. The customer’s previous request amongst the complaints regarding our process to verify customer identification stated,
  “I wish to cancel the service, it's not a good one so why pay for something you're not really getting.; Contact by the business”
  
  Safe Haven provided the customer with the information related to her request and advised she was ineligible to be released from the Contract without the associated fees being assessed. Since Safe Haven provided a formal response to the customer with information on how to execute a cancellation with the associated fees and contact information on November 4,2025, the customer has demanded to speak with someone outside that process on multiple occasions this morning, November 10, 2025. During interactions with various support members who are well versed in our cancellation policy, the customer has exhibited belligerent behavior towards our employees and refused to speak with our contract and cancellation specialist.
  
  At this time, Safe Haven has reached out to the customer by email and has escalated this matter internally. In efforts to provide excellent customer service, our National Builder Sales Coordinator will be reaching out to the customer by phone. This matter has been escalated to the furthest extent, and will be assisted through our builder escalations team moving forward. We kindly ask the customer that when our employees reach out to discuss the cancellation process, that she engages in a respectful demeanor with our employees. Should we be unable to contact the customer at a time most convenient for her, she may also utilize the previous number provided REMOVED to move forward with the cancellation process with the associated cost.
  
  Thank you for your time.
  
  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 11/10/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because: I received a call today from someone named REMOVEDwho did not do a good job of handling the call. She basically was being pushy, accusatory, being condescending and attempting to force me to remain in a contract, after talking to her I NO LONGER INTEND to remain in it! I'm going to file a formal complaint with the builder as well and ask that they allow us to provide our own security systems and not recommend or offer one to us. ADT and Safe Haven are the worst of the worst in this business. Safe Haven and ADT will be best served by canceling the contract, waiving the entrapment break fee and come and get their equipment out of my home! That's the best resolution for all involved. We can part ways amicably because I will not pay them for any contract break fees now or ever. I will never ever tolerate some business who is getting paid to speak to me anyway they please. She needs to learn some respect and appreciation for customers. Apparently that's not something she understands very well.
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:10/31/2025

  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.

  On September 4, 2025, I called Safe Haven (a third-party ADT dealer) to pay off my remaining contract in full. After completing payment, Safe Haven transferred me to ADT to confirm cancellation. ADT confirmed my account would be closed and removed my card from autopay.
  
  In October, I received a bill by mail from ADT even though my contract was paid off. On October 14, I called ADT again and spoke with a representative who initiated a three-way call with Safe Haven. Safe Haven confirmed my account was paid off on September 4. The ADT representative assured me the account would be closed and retroactively canceled effective September 4. The reference number for that call is #REMOVED.
  
  On October 30, I followed up and spoke with a billing supervisor, REMOVED, who stated that the cancellation was not retroactive and that the system shows cancellation as of October 14, meaning I would be billed for September and October. I explained that Safe Haven and ADT had already confirmed the September 4 payoff. Account Manager REMOVEDalso confirmed it should have been canceled as of that date.
  
  I am now being charged for two months of service after the contract was fully paid off. I am requesting immediate correction and refund for any charges billed after September 4, 2025.

  

  Business Response

  Date: 10/31/2025

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

  Customer Answer

  Date: 11/10/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  Safe Haven is stating that this issue must be resolved directly with ADT; however, that has already been attempted multiple times without success. Since my original business agreement and payments were made through Safe Haven, they share responsibility in helping to resolve this matter.
  When I contacted Safe Haven to pay off my balance, they transferred me to ADT and confirmed that my account would be closed. I also removed my card from autopay at that time. Safe Haven never informed ADT that my balance was paid in full, which caused continued billing and confusion. This miscommunication between both companies should not fall on the customer to fix, especially when Safe Haven initiated the transaction and confirmed closure.
  I am requesting that Safe Haven assist in properly closing the account and ensure ADT updates their records to reflect that the account was paid off.
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 11/11/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s rejections response. While we understand the customer’s frustrations regarding the cancellation process, Safe Haven has already confirmed that the account cancellation has been placed on the account and will complete on November 14, 2025. Safe Haven’s responsibility in the cancellation process is to collect the early termination fee and connect the customer to ADT to formally issue their cancellation request which Safe Haven did and captured on a recorded line September 4, 2025.

  During the call recording, the customer was transferred to ADT to request the cancel and when doing, so she opted for ADT to call her back instead of waiting on hold. Once that occurred, it was under the responsibility of the customer and ADT to ensure the cancellation was placed on the account.

  Consequently, if the customer was contacted by ADT, and she issued the formal request they will have that captured on a recorded line. Should ADT have failed to document that request, they would be held responsible, not Safe Haven. This is also the reason Safe Haven has kindly encouraged the customer to redirect her concerns to ADT so that she may request ADT to pull those call records to verify when the initial request was issued.

  Please note, any initial payments collected by Safe Haven were directly pertaining to the activation of equipment and additional equipment purchases, not the monitoring services. Safe Haven does not have any authority over ADT’s billing or cancellation process, and when Safe Haven collected the early termination fee, we transferred her over to ADT to issue her request under our standard business practices.

  At this time, there are no further actions for Safe Haven to take. The account is currently pending cancellation. If the customer has any additional concerns e kindly encourage them to contact our customer support team at REMOVED, Monday through Friday, 8 AM to 7 PM Central Standard Time. We hope this helps!
  
  Sincerely,
  Safe Haven Security Services, LLC.