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:09/11/2025

  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 canceled my safe haven subscription in July yet they continue to bill me for servi s that I canceled. I called safe haven on 8/22/25 and they confirmed I canceled my subscription. I was charged again today for services that I asked to cancel. They haven’t responded to my emails.

  

  Business Response

  Date: 09/11/2025

  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 we are truly sorry to hear that this standard was not met in the
  customer’s experience. We understand the customer has some concerns regarding
  billing and cancellation, but it seems that there may be some confusion
  regarding the appropriate company to address the customer’s complaint.

  Based
  on the information provided, we would kindly request the complaint be
  redirected towards ADT corporate. ADT has an oversight over billing and
  cancellations, and they will be able to address the concerns raised. We hope
  this helps!

  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:09/08/2025

  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.

  This company is horrible. They do not tell you anything about three day recession. I never got a contract already paid them 700 dollars now owe 75% of the contact because I am one day late.
  The employees are rude and say the same thing over and over. The first employee refused to let me talk to a manager. Bad business practices for a product that doesn’t work

  

  Business Response

  Date: 09/09/2025

  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 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 throughout this matter and would like to thank them for their continued patience overall.
  
  After reviewing the account records, Safe Haven respectfully, disagrees with the customer's characterization of events. We acknowledge the
  customer’s position, however, the customer executed the Alarm Services Contract
  (the “Contract”) during the installation that reflected the terms and conditions that she signed that she read 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.

  Further, Safe Haven understands the importance of full
  transparency of the Contract and a customary rescission period is 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 this
  right. Safe Haven does 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 page opting to exercise a cancellation without any fees within the
  designated time period. This documentation provides compelling evidence
  undercutting the entire complaint.

  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.
  
  

  Given the above, Safe Haven is unable to alter the terms and conditions signed. In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our builder division to help address any issues the customer may be experiencing with their service. A member of our builder escalations team will be reaching out to the customer within the next 48 hours to address the customer’s concerns and actively work towards resolution efforts. Should the customer wish to forgo service resolution assistance and would like to terminate services altogether, she would be subject to the early termination fees. (See page 5, Section 2)
  
  We thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:09/02/2025

  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.

  Complaint Summary:
  Defective security system, refusal to accept return, unreasonable early termination fees, and misleading practices targeting veterans.
  
  Complaint Details:
  In April 2025, SafeHaven Security installed a home security system in my residence. Within one month, multiple components failed:
  
  Front driveway, back patio, and side gate cameras stopped responding.
  
  Hallway smoke detector malfunctioned and beeped intermittently, creating a safety hazard.
  
  I contacted SafeHaven multiple times and was referred to an employee named **** ******. Instead of offering a fair resolution, he insisted the contract was binding and only offered repairs. I declined repairs because the equipment was defective from the start.
  
  SafeHaven then issued a $1,682.75 early termination fee quote and refused to retrieve the defective equipment, requiring me to uninstall it myself. I offered to return the equipment, but they refused.
  
  I financed the system through ********* Bank and opened a dispute. Despite providing photos, emails, and documentation, ********* denied my claim. I have since re-opened the dispute and informed them that I filed a complaint with the Washington State Attorney General’s Office regarding SafeHaven’s business practices.
  
  SafeHaven’s actions are unfair, misleading, and harmful to consumers, especially veterans like myself, since this was marketed as a “military-friendly” package.
  
  Desired Resolution:
  
  Waive all early termination fees.
  
  Cancel any financial obligations related to the defective system.
  
  Accept return of defective equipment.
  
  Ensure SafeHaven is held accountable for misleading and unfair practices.
  
  Attachments Available:
  
  Photos/screenshots of equipment failures.
  
  Emails and communications with SafeHaven.
  
  Early termination fee quote.
  
  ********* dispute communications.

  

  Business Response

  Date: 09/09/2025

  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 allegations 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.
  
  After reviewing the account records, Safe Haven respectfully disagrees with the
  customer’s characterization of events. Safe
  Haven makes a conscious effort to remain transparent and ensure that our
  customers fully understand the terms and conditions of any agreement they enter
  into with Safe Haven, specifically the term length and the service warranty. When
  the customer signed the Alarm Services Contract (“the Contract”), he signed
  that he understood that terminating prior to the full term would result in
  early termination fees.

  Additionally, Safe Haven was not notified of the customer’s
  concerns until May 16, 2025, at which point the customer had simultaneously
  requested to terminate the services altogether. Please note, Safe Haven has not
  been to the customer’s residence since the installation, nor has Safe Haven been
  permitted to return to the customer’s residence to provide resolution assistance. When
  Safe Haven attempted to offer technical support, the customer demanded the
  equipment be collected, and for services to be terminated. Safe Haven informed the
  customer he owned the equipment and that it was his to dispose of, but that in
  order to terminate the services, he would be subject to the standard fees
  associated when terminating prior to full term. (See page 5, section 2)

  Given the above, Safe Haven is unable to
  release the customer from the early termination fees. We recognize that the
  customer may disagree with our decision, however, the continued hate speech
  against Safe Haven is unwarranted as we have done everything necessary within
  our capabilities to assist this customer and all efforts have been declined.
  Any additional complaints we receive involving the customer’s concerns, Safe
  Haven will reiterate the same sentiments.
  
  At
  this time, the account has terminated and there is a remaining balance due. We
  kindly invite the customer to contact our customer support team to fulfill the
  remaining balance owed to prevent any further collections efforts. Safe Haven
  customer support can be reached at ###-###-####, 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.

  

  Business Response

  Date: 09/12/2025

  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 our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. The customer refused to allow Safe Haven to provide resolution assistance or assess the equipment at any point prior to the account termination.  Instead, the customer deemed the equipment “defective” own his own merit and demanded to be released from the Contract without paying early termination fees.
  
  Given the above, Safe Haven is unable to release the customer from the early termination fees. A customer may cancel at anytime for any reason, however, should they cancel outside the rescission period due to their own preferences of the equipment functionality, and fail to allow Safe Haven to assess the equipment or deem the system inoperable, they will be subject to the fees associated with early termination.
  
  At this time, the account has terminated and there is a remaining balance due. We kindly invite the customer to contact our customer support team to fulfill the remaining balance owed to prevent any further collections efforts. Safe Haven customer support can be reached 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.

  Customer Answer

  Date: 09/12/2025

  Safe Haven’s latest response continues to misrepresent both the facts and my position. I will address each of their statements directly.
  
  Safe Haven said I refused to allow them to provide service or assess equipment.
  This is misleading. I denied further service because the equipment was practically brand new and already failing within weeks of installation. A reliable home security system should not experience multiple failures so soon. The fact that Safe Haven’s only solution was to send technicians back rather than accept responsibility for defective hardware is unreasonable.

  Safe Haven said I deemed the equipment “defective” on my own.
  The record shows otherwise. My cameras (driveway, back patio, side gate) all stopped working within weeks. My hallway smoke detector malfunctioned, beeping constantly until I had to remove the batteries myself for safety. These are objective, serious failures, not subjective “preferences.”

   Safe Haven said I canceled outside the rescission period, so termination fees apply.

  This ignores the fact that the equipment was defective almost immediately. A contract does not shield a company from accountability when the product fails to function. I asked for cancellation precisely because Safe Haven did not deliver what was promised: a working, reliable home security system.
  Safe Haven said I own the equipment and must dispose of it myself.
  This is unreasonable. Safe Haven installed the system in my home and should be responsible for removing defective hardware upon cancellation. Telling a consumer to dismantle and dispose of malfunctioning equipment themselves, while still demanding thousands in fees, is bad faith.

   

  
  Safe Haven said they were transparent and that I fully understood the agreement.
  This is false. Safe Haven presented themselves as ADT representatives, with installers wearing ADT-branded clothing. I reasonably believed I was entering into an ADT agreement, which includes a 6-month money-back guarantee. Only later did I discover I had been funneled into a Safe Haven contract with none of those protections. That is misleading at best.
  Safe Haven said they have done “everything necessary” to assist me.
  In reality, I was given the runaround repeatedly. When I asked to cancel, I was told I would owe nearly $1,600 and must remove the equipment myself. That is not assistance. it is coercion.
  Safe Haven accused me of “hate speech.”
  
  This is baseless, defamatory, and an attempt to discredit my valid complaint. At no point have I used hate speech in any communication. I have spoken firmly about my experience, but always in a professional and fact-based manner.
  

  
  

• Initial Complaint

  Date:09/02/2025

  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 August 9, 2025, I signed a contract with Safe Haven Security (ADT Authorized Dealer) at my home in Knoxville, TN.
  
  The salesperson gave me a handwritten note promising:
  $0.00 activation fee
  $0.00 installation fee
  A minimum $30/month savings on my homeowner’s insurance.
  
  Despite these promises, I was charged $975.60 by Safe Haven. I have the receipt showing this charge.
  
  When I contacted my insurance company, the discount was only about $17 for the entire year — nowhere close to the $30/month savings that was promised.
  
  I consider this to be misrepresentation and deceptive sales practice. I would not have entered into the agreement had I known the true costs and benefits.
  
  I am requesting:
  
  A full refund of the $975.60 billed to me and
  
  Written confirmation that either the contract is canceled with no penalty.
  
  I sent a copy of the handwritten note.

  

  Business Response

  Date: 09/03/2025

  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 misrepresentation
  and deceptive business practices seriously, and as a result, we have escalated
  this matter internally. We kindly request the customer allow Safe Haven 48
  hours to reach out to him directly for resolution assistance.

  A member of Safe Haven’s escalation team will be contacting the
  customer directly by the primary email address listed on file. Safe Haven is hopeful both parties can come to an amicable resolution. We appreciate your patience and understanding and look forward to moving forward
  in a positive direction.

  Sincerely,
  Safe Haven Security Services, LLC. 

• Initial Complaint

  Date:08/22/2025

  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.

  We recently bought a house at lavon which we were told that it came with the security system with ADT. We were not told about the 36month contract when agreeing to sign up. We are now wanting to cancel due to the security system does not meet out needs and the install is not yet finish. It is a horrible experience speaking to safe haven and telling us that there is only a 3 day remorse period! I expect a call and cancel services ###-###-####

  

  Business Response

  Date: 08/26/2025

  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 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 complaint 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 and the rescission period utilized to enforce a cancellation without any fees. We acknowledge the complainant’s position, however, the account holder executed the Alarm Services Contract (the “Contract”) during the installation that reflected the document being signed was an Alarm Services Contract, the term was for 36 months, there was a rescission period to cancel without any fees, and that terminating outside that designated time frame would result in an early termination fee.
  
  Additionally, The Notice of Cancellation page within the Contract 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 required the customer to sign and date the Notice of Cancellation page opting to exercise a cancellation without any fees. This documentation provides compelling evidence undercutting the entire complaint.
  
  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 account holder signed they read and understood the Contract terms including the customary rescission period. The account holder 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.
  
  Given the above, Safe Haven is unable to waive any fees associated with early termination. (See page 5, section 2). In efforts to provide excellent customer service, Safe Haven’s Builder team has actively communicated with the customer to address their concerns and provide additional clarity. Within those efforts, Safe Haven has explained and provided the customer with a copy of the terms and conditions they signed and advised of the early termination fee they would be subject to if they wished to terminate the services.
  At this time, if the customer wishes to move forward with terminating the services they would be subject to the terms they signed. We kindly encourage the customer to contact our customer support team if they would like to move forward with the cancellation process with the associated fees. Safe Haven can be reached Monday through Friday, 8 A.M. to 7 P.M. CST at ###-###-####.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 08/26/2025

  Good morning all,

  When we were told to get the service we were not told about any contract! We were told to sign here sign there and the person left after installing the equipment. Also we tried to get the co2 machine which we were told that a person will come in and install it on 8/23, but no one has contacted us. I fairly believe since the agreement of installing each equipment was not meet we are not required to stay for 3yrs! Also the services it provides does not meet our needs. We were told that the camera system moves left to right and it does not. Also we were told that the panel will have access to the camera but it does not. This was mis represented on there end which we seek to cancel service.

  

  Business Response

  Date: 08/27/2025

  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 our decision remains the same.
  
  The primary 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. Consequently, should there have been any discrepancies regarding the terms signed, the customer had every right not to move forward. In this case, the account holder chose to move forward and opted out of utilizing the 3-day rescission period outlined within the terms he signed.
  
  Additionally, during the installation, Safe Haven scheduled a return trip with the account holder to be completed at a later date to install the carbon monoxide sensor. When the customer called to request cancellation of the account holder’s account on August 22, 2025, he inadvertently admitted not reading the contract. While the customer may have not read the contract himself, the account holder signed she did read the Contract and agreed to those terms.
  
  Nevertheless, Safe Haven strives for customer satisfaction and if the customer or the account holder would like to move forward with termination of the services, Safe Haven is happy to assist them with the cancellation process and the associated fees with early termination. Should they wish to forgo cancelling and permit Safe Haven to help address any of their services, we kindly encourage them to contact our customer support team. Safe Haven can be reached at ###-###-####. Our office hours are Monday through Friday, 8 AM to 7 PM Central Standard Time.
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/03/2025

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

• Initial Complaint

  Date:08/20/2025

  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.

  My husband and I signed a contract with Safe Haven Security in December 2024. We were led to believe the security cameras would provide consistent monitoring. What we later discovered was that the cameras stop recording once a hidden 6,000-clip limit is reached. This was never explained during the sales process.
  
  From June through August 2025, there were periods where the cameras did not work at all. Despite repeated calls, Safe Haven did not send a technician or provide a working solution. We were left without functioning cameras for extended periods, yet Safe Haven continues to demand payment and is threatening collections.
  
  We do not deny signing documents, but we signed them based on misleading sales practices and incomplete disclosure of system limitations. It is unfair for Safe Haven to enforce an early termination fee when the product did not perform as represented and when customer service failed to resolve the issue.
  
  We are seeking resolution through the BBB and request that Safe Haven release us from the early termination fees given the misrepresentation and lack of service.

  

  Business Response

  Date: 08/21/2025

  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. 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 provide additional clarity.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the complaint details. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and records of your interactions with customer service. These records show that the customer signed he understood the terms of the Alarm Services Contract (the “Contract”) that identifies Safe Haven and the Contract term length explicitly throughout its entirety. Safe Haven understands the importance of full transparency and provided all necessary information for the customer to review along with a customary rescission period to ensure they were given ample opportunity to review the terms and conditions upfront. As a consumer, it was the customer's discretion to read and review any document provided that required their signature, specifically their acknowledgment of reading and understanding the terms.
  
  During the installation, when the customer provided his electronic signature, he signed that he was well aware of the terms and conditions signed, specifically those outlined on page 2 above his initials stating,“CANCELLATION RIGHT (RESIDENTIAL CUSTOMER ONLY) 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. INITIAL HERE__” A clear disclosure is also listed within the same page that states there are no specific guarantees of equipment functionality or guarantees of protection.
  
  Additionally, in the event specific settings, like recording features are unsatisfactory to the customer, Safe Haven is more than willing to offer technical support and even schedule an onsite technician to help adjust the settings to the customer's liking. Should there have been any discrepancies between the terms presented or the settings provided, the customer had every right not to move forward. Safe Haven provides our customers with a customary rescission period that details the designated time to enforce an early termination without associated fees on its own page listed under the Notice of Cancellation. 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 page opting to exercise their right to cancel within the designated time period.
  
  In this case, the customer chose to move forward and provided a signature agreeing to the terms detailed for their review. Please note, Safe Haven installed the monitoring services on December 12, 2024, and did not receive any dispute regarding the contract terms or the equipment at the lengths in which the customer has detailed in the complaint until well after the rescission period. Safe Haven was notified of the customer's concerns related to their preferential recording settings for the cameras on July 14, 2025, and multiple attempts were made to offer resolution assistance that were left unreturned by the customer.  It is important to remember these are supplementary devices, and they do not have any impact on the monitoring or the functionality of the alarm monitoring services. The customer failed to allow Safe Haven to offer technical support prior to the account cancelling, resulting in a remaining balance due.
  
  Given the above, Safe Haven is unable to waive the early termination fees. A customer may request to terminate the services 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 they signed. (See page 5, term 2)  We kindly encourage the customer to contact Safe Haven to fulfill the remaining balance owed to avoid further collections efforts. Safe Haven can be reached at ###-###-####, Monday through Friday between the hours of 8am-7pm CST.
  
  Thank you for your time and your consideration.
  
  
  Sincerely,

  Safe Haven Security Services, LLC

  
  

  Customer Answer

  Date: 08/25/2025

  On August 19, 2025, prior to my complaint being forwarded, Safe Haven mailed me the attached letter demanding an early termination fee and threatening collections. I am adding this for the record.

  

  Business Response

  Date: 08/28/2025

  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 our decision remains the same.
  
  After reviewing the account records, Safe Haven respectfully disagrees with Complainant’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and records of Complainant’s interactions with customer service. To provide further clarification, Safe Haven’s records show the following timeline of events regarding Complainant’s account:
  
  • On December 12, 2024, the customer signed the Contract on the day Safe Haven installed the security system. The Contract was for an initial term of 36 months and adequately disclosed to the customer a customary rescission period to enforce an early termination without fees was provided and outlined on page 14 under the Notice of Cancellation page. The Contract also was explicit in disclosing Mr. ***** would be subject to the Contract termination charges, sometimes referred to as an “Early Termination Fee”, if he chose to terminate the Contract prior to the expiration of the 36-month initial term. (See Section 2, “Early Termination of This Contract” on page 5 “Important Terms and Conditions.”)
  
  • Safe Haven’s first record of dissatisfaction was from the customer was recorded on July 14, 2025, (several months after installation) when the customer contacted Safe Haven to express his concerns related to the camera functionality, the duration of the clips being captured, and the limitation of clips being accessible each month. During the call, the customer expressed he wanted to terminate the services if Safe Haven was unable to offer a solution, however, Safe Haven Technical support attempted to provide resolution assistance to the customer by phone, left a voice message and sent an email notifying the customer of their contact attempts along with their office hours and direct contact information for a return call to help offer resolution assistance the same day (July 14, 2025) he issued his notices of concern. Safe Haven did not receive a return response.
  
  • On July 17, 2025, Technical support made additional efforts to provide resolution assistance by contacting the customer by phone, left a voice message, and sent an email notifying him of their contact attempts along with their office hours and direct contact information for a return call to help offer resolution assistance. Per ADT, the customer contacted them directly and requested ADT to terminate the account due to financial hardships and dissatisfaction with cameras. ADT confirmed a balance of contract would be due and the customer confirmed he wanted to move forward with cancellation. Following the request, ADT connected the customer with Safe Haven to discuss the balance of contract. During the call, the customer asked if Safe Haven could offer a resolution regarding the recording functions of the camera and Safe Haven reiterated our previous resolution efforts and attempts to offer adjusting the settings for better recording performances and that if he’d like we’d connect him with technical support, but the customer stated he would call back at a later time. Technical support did not receive a return call.
  • On July 31, 202, Safe Haven attempted to contact the customer by phone to inform him of the account status but were unable to reach him. A voice message was left and Safe Haven emailed him advising him of the account cancellation status, the early termination that would be due, and the steps to retract this action if he did not want to proceed with cancellation. Safe Haven did not receive a return response.
  
  • On August 18, 2025, the customer’s spouse contacted Safe Haven and was advised the account had been cancelled with an early termination fee balance. During the call, the customer’s spouse expressed they did not fully agree with the cancellation requested because they were looking for resolution options regarding the cameras. Safe Haven reiterated the previous account details regarding multiple technical support attempts that had been offered to help resolve their concerns that had been left unreturned. Safe Haven explained the account had been cancelled, but if she was looking to reinstate the services in efforts to avoid being assessed the early termination fees, Safe Haven could connect her to ADT to determine eligibility for reinstatement and transferred her to ADT. We later received a return call from the customer’s spouse expressing her dissatisfaction with her interactions with ADT after the call transfer, reiterated her frustrations with the cameras, and expressed she would file formal complaints if we did not waive fees. Safe Haven explained that once the account terminated before full term, the account was subject to early termination fees and further collections efforts if left unpaid.
  
  • On August 19, 2025, the customer’s spouse contacted Safe Haven to express she did not authorize the early termination fee and request to dispute it. Safe Haven explained the early termination fee was a contractual legal obligation, however we would document the account with her “non-authorization of the cancellation fee”. The customer’s spouse inquired on where she could send a formal email regarding her concerns and was provided an email for Safe Haven’s escalation team.
  
  • On August 20, 2025, Safe Haven received an email from the customer’s email address written on his behalf “to formally document our dispute regarding the early termination fee” with the Better Business and the North Carolina Attorney General’s Office copied on the email.  Safe Haven acknowledged the email, addressed the customer’s concerns, and provided the account details listed above detailing the customer’s ineligibility to have the early termination fees waived due to Safe Haven’s multiple attempts to help offer resolution assistance that was declined along with Safe Haven’s efforts to notify Complainant’ of the cancellation status prior to the account terminating to help prevent early termination that were left unreturned.
  
  • On August 21, 2025, Safe Haven received a similar dispute filed through the Better Business Bureau and the state Attorney General and Safe Haven reiterated the previous information detailed explicitly above.
  
  These records show that the customer signed a valid Contract with Safe Haven, that he was well aware of the terms and conditions signed, specifically, those outlined on the Notice of Cancellation page and page 2 above his initials stating,
  “CANCELLATION RIGHT (RESIDENTIAL CUSTOMER ONLY) 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. INITIAL HERE_”
  
  Safe Haven made multiple attempts to offer resolution assistance and the customer, and his spouse failed to allow Safe Haven to offer technical support prior to the account cancelling. Whether the customer feels he should not be subject to the terms and conditions signed, he failed to permit Safe Haven to conduct standard quality service plan warranties. As a result, when his account cancelled, he was ineligible to be released from the Contract terms.
  
  Given the above, Safe Haven is unable to waive the early termination fees. Safe Haven was not allowed the opportunity to provide resolution assistance prior to the account terminating nor did the customer notify Safe Haven of their concerns prior to issuing their cancellation request. Those actions resulted in the account cancelling with a remaining balance due. We kindly invite the customer to contact our customer support team to fulfill the remaining balance owed to avoid further collections efforts. Safe Haven can be reached at ###-###-####, Monday through Friday between the hours of 8am-7pm CST.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 08/29/2025

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

  Dear BBB,

  I respectfully disagree with Safe Haven’s response. Their version of events omits key facts and misrepresents what actually occurred.
  
  
  1. Reason for Dissatisfaction:
  The primary issue was the cameras’ inability to record 24/7 and the undisclosed 6,000 clip limit. These limitations were never disclosed during the sales process. Had we known this, we would not have signed.

  2. Resolution Attempts:
  Safe Haven claims they made multiple outreach attempts. The truth is only one email on July 14 was ever sent, which I did not see at the time. No voicemails were ever received. Safe Haven never sent a technician to address the malfunctioning cameras, leaving us with non-working equipment for over a month.

  3. Cancellation Misrepresentation:
  Safe Haven claims we requested termination due to financial hardship. This is false. Our only concern was the cameras not functioning as promised. We never agreed to cancel or to pay an Early Termination Fee — instead, we continued to ask for a resolution.
  

  4. Poor Customer Service:
  On August 18, my spouse was treated unprofessionally, including being hung up on by an ADT representative after being transferred repeatedly. After that, we explicitly told Safe Haven we disputed the cancellation fee.
  

  5. Unfair Contract Terms:
  Safe Haven relies on the 3-day rescission period in the contract. While this may have been buried in paperwork, it was never meaningfully explained to us, and three days is not enough time to evaluate an expensive surveillance system. The system’s flaws only became apparent after more extended use.
  
  In short, Safe Haven has exaggerated their outreach attempts and misrepresented our communications in order to justify enforcing an unfair Early Termination Fee. We acted in good faith, sought a resolution, and were met with dismissiveness and poor service.
  
  I respectfully maintain my dispute and ask the BBB to continue its review.
  
  Sincerely,
  ***** ** *****
  

• Initial Complaint

  Date:08/19/2025

  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.

  ******* ***** came to my door flashed his ADT badge saying he had an appointment. He bombarded me with inforformation, saying I was responsible for the equipment on my home and that I owe fees for having ADT equipment that was transferred from previous owner. He said he would wave for a new customer, then had me speak to a rep over the phone about acknowledging plan as new customer, I DID NOT SIGN ANYTHING, nor was I provided any paperwork. He said a technician needed to install updated equipment (the next day) after he finally left I was doing research and saw many bad reviews about this company and I feel scammed. He also barged into my home and demanded to see my equipment connections, I later called local PD and they advised if he came back to call them and also call ADT to advise I do not want their services, ADT never heard of this man. He works for Safe Haven which apparently is a third party, but again, Vincent told me he was with ADT. I caught him driving past my home several times day and night and now he keeps calling my phone but not leaving me messages. I cancelled my credit card, and I have ring cameras installed, but he’s harassing me and I want it to stop.

  

  Business Response

  Date: 08/21/2025

  Dear Better Business Bureau,

  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by the customer. We sincerely apologize for any inconvenience and deeply regret any frustrations this may have caused the customer during their experience. The behavior described does not meet the standards Safe Haven requires our employees to uphold, nor do we condone it.
  
  In an effort to help provide peace of mind, Safe Haven has escalated this matter internally with leadership to take necessary actions and to ensure no further contact is made. We welcome any feedback and are grateful to the customer for expressing their concerns so that we can help prevent this behavior from recurring. As a courtesy, Safe Haven has added the customer’s information to our internal Do Not Contact/ Do Not Solicit list to help prevent any unwanted contact/communication.
  
  Based on the customer's request for no further contact, we kindly invite the customer to utilize our company website to contact us, as we would be more than happy to issue a formal statement to offer our sincerest apologies and have a member of our Human Resources (HR) team address any additional concerns she may have within a timely manner. Once again, we appreciate the customer taking the time to detail her experience so that we can take the necessary steps to address behavior that fails to meet the standards we expect our employees to uphold. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/14/2025

  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 sold a home at ***** ********** Drive, Winchester, CA 92596 on June 27, 2025. It had an alarm system service with ADT. The new owners asked that I leave the system so that they could have the security system service. ADT told me if I left the system for the new owners I would not owe any additional money other than my final bill.
  I paid my final bill with ADT in July 2025. The new owners took over the system on June 27th. On August 13, 2025 I received a forwarded piece of mail from Safe Haven Security Services LLC stating that my alarm monitoring services was canceled and I have 75% of the remaining total monthly service charges to pay and that if I don’t pay within 120 days of the letter I’m going to be sent to a debt collection agency.
  However, I DID NOT sign a contract with Safe Haven. I have searched through all of my emails and do not have any contract information regarding this. They do not have an online platform and they are asking me to give my credit card information to them over the phone by calling the number on the letter. Yet, they did not provide an amount in the letter, only a vague “ early termination fee equal to 75% of the remaining total monthly service charges.”
  I’ve already paid my service through ADT and had all my service fees terminated. I would like them to clear this account from my name. I do not owe any money to Safe Haven.

  

  Business Response

  Date: 08/15/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made 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 customer’s concerns 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. Please note, the customer had alarm monitoring services installed by Safe Haven on August 24, 2025 and entered into a fully executed Alarm Services Contract (the “Contract”) the same day. (see attached)
  
  Additionally, when the customer entered into the Contract, she signed that she read and understood the terms and conditions which explicitly advised the Contract is with an Authorized ADT Dealer. According to the Contract mentioned above, cancelling prior to the completion of the 36-month agreement requires an early termination fee to be assessed. The fee is equal to 75% of the remaining balance left on the contract, plus any outstanding balance with ADT. In this case, when the account terminated on July 29, 2025, the customer was subject to the remaining balance of $593.91 associated with early termination. Safe Haven sent notices to the customer prior to the account cancellation advising of the account status and did not receive any return communication.

  Given the above, Safe haven is unable to waive the early termination fees due. Safe Haven has attempted to reach out to the customer from July 16, 2025 up to August 12, 2025 to help resolve this matter and have not received any return communication to prevent further collection efforts. Unfortunately, we cannot speak on ADT’s behalf and any promises or guarantees made by ADT would need to be redirected to them to address.

  At this time, the account has been cancelled and there is a remaining balance owed. Safe Haven understands that the customer may be dissatisfied with this outcome, but Safe Haven has acted in accordance with the agreed-upon terms and conditions signed by the customer. If the customer wishes to forgo fulfilling the remaining balance owed, the amount owed will be sent to our outside collection agency. Safe Haven kindly encourages the customer to return the previous contact attempts to make the necessary arrangements for the remaining balance owed. Safe Haven can be reached at 816-608-6629, Monday through Friday from 8 A.M.-4:30 P.M., Central Standard Time.

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

  Customer Answer

  Date: 08/18/2025

  Complaint: ********
   
  
  I am rejecting this response because I did not sign a contract with Safe Haven. I would like them to provide proof of this contract since I have no record of anything they are saying I signed with Safe Haven. I only show my interactions with ADT. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 08/20/2025

  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  based on the verbal recording Safe Haven captured of the customer providing the email address listed on file we are unable to release the customer based on these new allegations of fraud. The information the customer is disputing was provided at the email address she designated. If the customer is alleging her husband fraudulently entered into the Alarm Services Contract without her knowledge, she will need to contact her local authorities, file a fraud report against her spouse, and open up a fraud packet through ADT to confirm her spouse unknowingly entered into the contract without her consent fraudulently.

  Additionally, once those steps have been taken, Safe Haven will receive a notice from ADT to begin the formal dispute process. At this time, we have not received any notice of alleged fraud or any copies of a fraud report issued with the customer's local authorities. However, in the event we do, Safe Haven will be happy to assist the customer with the fraud dispute process if that is what the customer is asserting.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 08/21/2025

  Complaint: ********
  
  
  
  I am rejecting this response until I have been provided with a copy of the audio recording they claim to have of ME providing my husband‘s email address. My husband did not fraudulently do anything. He signed his name and his signature and the contract was sent to his email. If he signed the contract, why is the company refusing to put the account in the correct name, as I requested?
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/14/2025

  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.

  From my mortgage company Freedom mortgage I was informed about save Haven Security. I talked to safe Haven and set up an installation. The installation tech came out installed most of the equipment, but not all and another installation was scheduled for 8/14. I called to cancel the service on 8/13, and was then told about a three day cancellation policy and a 36 month contract. The person who sold me the service over the phonethe technician that came out and his boss that came out and also spoke to me over the phone never informed me of the cancellation policy or the contract. The installation was not completed so I don’t understand the three day cancellation policy couldn’t take affect since the installation wasn’t complete. I was told to sign a document online to confirm my monthly rate I did this twice first time with the right quoted over phone and the second time with the updated monthly rate that included coverage for the keyless entry. If I was told about a 36 make the contract I would never have set up the installation

  

  Business Response

  Date: 08/15/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made 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 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 Alarm Services Contract (the “Contract”) and the rescission period utilized to enforce a cancellation without early termination fees. Please note, the customer’s alarm monitoring services were activated and installed on August 6, 2025. Supplemental devices like cameras do not impact the monitoring services, nor do they dictate the day the monitoring services are activated. Once the contract was signed, it was effective immediately and the customer began receiving the alarm monitoring services.
  
  During the installation, the customer was presented the Contract, which is titled and explicitly states ALARM SERVICES CONTRACT (“CONTRACT”) at the top of the document in bold writing. The document references a contract within multiple areas of the first page before and after the areas in which initials are required to be placed. Safe Haven provided all necessary information upfront for the complainant to review at her discretion, whether she chose to review it does not negate the fact it was provided along with a copy that was sent to the email address used to authenticate the signature the moment it was signed.
  
  As a result, the customer signed that she read and understood the terms and conditions of the Contract, specifically the first page that provides the 36-month terms and states,
  “ 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. INITIAL HERE X___”
  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 customer to sign and date the Notice of Cancellation page opting to exercise a cancellation within the designated time period without the associated early termination fees.
  
  In this case, the customer failed to enforce her right to cancel during the designated time to be absolved of early termination fees. 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). 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. The customer may contact us directly at ###-###-####, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, she may also contact us by email at
  Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 08/15/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: again I was not told about a contract and I don’t have $1700 to cancel the service. The sales associate should have told me prior to anything happening of the cancellation policy and the contract. I have sold contracts in the past and I had to tell the customer upfront about terms and conditions and for some reason this company doesn’t have to. Again, the only thing I was told is I was signing was that I agreeing to the monthly charge. I can return all of the equipment I have and I would like a refund.
  
  
  
  Sincerely,
  
  
  ******* *****

  

  Business Response

  Date: 08/18/2025

  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 our decision remains the same. Safe Haven has been unable to locate any evidence to support the customer’s allegations. Also, it is important to note the Alarm Services Contract (the “Contract”) the customer signed specifically pertains to the alarm monitoring services terms and conditions, not just the monthly charge. At the bottom of the first page under the customer’s initials even states in bold writing it is a contract next to the monthly monitoring rate agreed upon, which undercuts the customer’s remarks.
  
  Additionally, we would like to emphasize that the Contract itself states “ALARM SERVICES CONTRACT (“CONTRACT”) at the top of the document and references that it is a contract throughout the entire agreement. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions they signed. If there was any discrepancy about the terms signed, the customer had ample opportunity to review the information provided upfront and exercise her right to cancel within the designated timeline, but failed to do so.
  
  Given the above, we are unable to allow the customer to return the equipment or waive the early termination fees outside the rescission period. Safe Haven provided the customer with all information upfront and whether she read it or not does negate the customer had the information in her possession during the installation and instantaneously the moment she signed it. If the customer would like to terminate services,  Safe Haven kindly encourages the customer to contact our customer support team at ###-###-####, Monday through Friday 8 A.M. to 7 P.M. Central Standard Time once she is ready to move forward with the cancellation process.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/14/2025

  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 have ADT and been having problems with the alarm system. I asked for a tech to come out and they connected me to one. He had me doing all these things uncrewing things and I have no ideal what I am doing. I told the guy I can't reach the system, was gone wait til my brother comes back. My brother came and said its there job to come out . All of the magnets over the doors are not working and all he has to say is call an electrician instead getting off his behind coming to check. I hate this company let my brother talk me in to this one . I will never use them ever . Can't wait til my contract is up .

  

  Business Response

  Date: 08/14/2025

  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 allegations 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.

  After reviewing the account records,
  Safe Haven respectfully disagrees with the customer’s characterization events.
  On September 20, 2024, the customer entered into the Alarm Services Contract (the
  “Contract”) agreeing to the terms and conditions, specifically, the clear
  disclosure listed on page 2 right above the customer’s initials. This disclosure states that
  there are no specific guarantees of equipment functionality or guarantees of
  protection.
  
  Importantly, Safe Haven has not been
  to the customer residence since October 2024, nor has Safe Haven received any
  communication from the customer in over a (10) ten-month time frame detailing any
  of the concerns listed within the complaint.
  Safe Haven received a call from the customer on July 31, 2025, advising she had
  forgotten to contact us but that she attempted to “pull the plug out to reset
  it” and due to the difficulty of doing so, she needed to have someone come out
  to her residence. Once Safe Haven was alerted by the customer’s concerns, a
  technical support agent spoke with the customer the same day to assess the issues
  and determine whether a technician would be required onsite.
  
  During the technical support
  assessment, the customer was advised the video doorbell cameras were not functioning
  properly due to electrical wiring that supplied power to the device. Safe Haven
  would like to emphasize our technicians are not licensed electricians and any
  electrical issues within the customer’s residence that may affect the
  functionality of the cameras would require the expertise of a qualified
  electrician. Our technicians can assess the alarm monitoring system but in the event there is any issues with electrical compatibility, our technicians would not be licensed to do so.
  
  Moreover, as outlined in Section 8
  on page 6 of the Contract, it is essential to provide compatible electrical outlets
  to power equipment and ensure compatible internet connection is sustained for
  the cameras to function correctly. If internet connectivity is not compatible
  or if there is an outage, Safe Haven will provide recommendations to help restore
  functionality. In this case, the customer was advised to contact a local electrician
  to address the electrical concerns and once she had done that, Safe Haven could
  schedule an onsite service appointment to help reconnect the camera to a
  functioning power source.
  
  At this time, Safe Haven
  understands our decision may be unfavorable to the customer, but we are
  upholding the terms and conditions they signed. Safe Haven is happy to schedule
  an onsite service visit with the associated cost, to address the additional
  service concerns regarding the door sensor magnets, but the customer will need to have a licensed
  electrician address the electrical wiring that’s used to power the video
  doorbell camera. A member of Safe Haven's customer support team will reach out within the next 24 hours to schedule a service visit to address the door sensors with the associated servicing fees. The customer may also contact Safe Haven at her convenience, Monday through Friday, 8
  A.M. to 7 P.M. Central Standard Time at ###-###-####.
  
  We appreciate your time and thank
  you for your consideration.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC