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:11/20/2025

  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 #******* dated 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 ************, 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: ********
  
  
  
  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,
  
  
  
  ******* ******** *********

• 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 **** (the sales rep i contacted to install) and the tech named **** *** who 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: ********
  
  
  
  I am rejecting this response because: Safe Haven has not scheduled any appointment with me. I received a text from the sales rep named **** Monday 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 ******** ID# ******. 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 **** and again Nov 13th. I tried to reach safe haven multiple times by calling their ************ 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 **** texting 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 **** in 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. **** has misrepresented the facts multiple times and i do not want to continued to lied to by safe haven reps. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  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# ********. 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:10/30/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a system from safe Haven securities LLC specifically Levi Ifft relocation manager standing in my kitchen. He told me I would be able to move my system to my new home as he was aware thatI was in the process of buying a new home within the year, I have spent three hours on the phone between ADT and safe Haven securities LLC who both are telling me it's not possible to transfer my equipment or service to my new address. I called Levi Ifft directly and he again eight months later and not five minutes ago told me safe Haven does not sell their contracts to ADT until there's beena minimum of one year since purchase. He directed me to call Safehaven back. Tell them this information and demand that they move my equipment to new address. They again told me this is not possible. They must abide by ADT protocol and all they can do is transfer me to ADT again.Levi is a liar. That will tell anybody whatever it takes to get their money and to purchase a security system from him which is a direct reflection Safehaven securities LLC as his employer I not only feel taken advantage of. I feel like I was scammed. I still owe $600 on the equipment for my system that I will no have access to in a home I no longer live in.

  

  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 made
  by the customer. Safe Haven Security sets a high standard for itself, 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.

  In efforts to resolve this matter
  amicably, Safe Haven has escalated this complaint within our customer support and
  sales division leadership. We kindly request the customer allow 24-48 hours before
  a member of our customer support team reaches out regarding resolution options to address the complaint concerns.

  We appreciate your time and thank you
  for your continued patience while we work towards a resolution satisfactory to
  all parties involved.

  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 11/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/28/2025

  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 name is ***** **********, and I signed up for ADT service through Safe Haven Security in June 2025.
  Two months ago, I called to cancel because my husband lost his job, and now I have also lost mine.
  Safe Haven told me that if I cancel, I must pay over $1300 in early termination fees, even though I have only had the service for a few months and I clearly explained that I am unemployed and cannot afford it.
  
  I already emailed ADT Corporate (**************************) explaining this situation, but I am still waiting for a response.
  Safe Haven refuses to help, continues to demand payment, and I feel trapped in a 36-month contract that I cannot pay.
  
  I’m respectfully requesting that ADT Corporate review my case under financial hardship, allow me to cancel or adjust the contract without penalty, and ensure that Safe Haven stops trying to charge unfair fees.
  
  Thank you for your help and for forwarding this complaint to ADT’s corporate office.
  
  ***** **********
  Palm Bay, FL
  Phone number ********** Account number *********

  

  Business Response

  Date: 10/24/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. Safe Haven sympathizes with the personal circumstances they are having to endure and understand the customer has some concerns regarding ADT’s review of their financial hardship request, 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. The customer signed an installation work order that disclosed the term length was for 36-months and executed an Alarm Services Contract with Safe Haven on June 2, 2025, that disclosed terminating services prior to full term would result in early termination fees (see page 5, section 2). Safe Haven does not have any authority of ADT’s financial hardship program, nor does ADT’s financial hardship program deem a customer eligible to terminate services without the associated early termination fees. We kindly request the customer redirect their concerns related to ADT’s financial hardship program to ADT, so they can address those concerns raised.

  We thank you for your time and your consideration.

  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 11/03/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. Safe Haven sympathizes with the customer’s unfortunate circumstances, but we are upholding the contract terms signed.
  
  Safe Haven has addressed the referenced “hardship program” listed in the complaint, but that is not something Safe Haven has authority over or provides. We have previously advised the customer to contact the appropriate company that offers such programs. Should ADT permit the customer any financial hardship credits on the account, none of those credits would equate to the remaining balance owed or deem the customer eligible to have the early termination fees waived.
  
  Given the above, Safe Haven is unable to waive the early termination fees outlined in the Contract. If the customer would like to move forward with terminating the services, she will be responsible for the remaining balance owed. 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: 11/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I respectfully reject the company’s response again.
  Safe Haven Security Services, LLC continues to deny any responsibility or assistance, even though they were the dealer who sold and managed my contract.
  I have already provided proof that I lost my job and no longer have medical insurance.
  I am facing real financial hardship, and Safe Haven refuses to provide any help or options.
  I am requesting that BBB escalate my complaint to ADT Corporate for a hardship review or assistance in waiving or reducing the early termination fee.
  Thank you for your continued attention and for helping me seek a fair resolution.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********** *********

• 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.