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: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: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:08/07/2025

  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 reached out on multiple occasions to ADT. My system was supposed to be installed as a home automation system which I paid over 6k for. My thermostats do not work, my installation of my doorbell included a damage and I mean damaged fascia and I was told just to fill the holes with silicone. My thermostats can’t be controlled properly through the website or the app and I often have trouble breathing because I have no air. I was told to set setpoints which I have to set and change regularly and those don’t work either. I have never been able to open my garage door and despite my many attempts to resolve I’m billed higher than I should be billed and ignored. I received antiquated equipment and falsely advertised google nest and upon questioning I was dismissed. I am so frustrated and I can’t get any reprieve from this company. I asked for wired cameras but instead I received Wi-Fi cameras that do small clips. This is not a $6500 system and I was ripped off and have been complaining for over 6 months and they don’t care.

  

  Business Response

  Date: 08/11/2025

  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 itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven deeply regrets any frustrations the customer has endured based on the details listed in the complaint and would like to take this opportunity to provide additional clarity.

  After reviewing the account records Safe Haven has conducted a thorough investigation of the account, and we respectfully disagree with the customer’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and the customer’s interactions with customer service. Our installation-technician management team has been actively working with the customer regarding her concerns as recent as July 29, 2025, during which the customer expressed her concerns with thermostat integration.
  
  As a result, Safe Haven advised the customer that we are not HVAC certified. Safe Haven is permitted to sell the smart thermostat device and activate the device to communicate with the alarm monitoring services, but any integration with a consumer’s HVAC system or issues they may experience with the thermostat communicating properly with the HVAC system would need to be conducted with an HVAC certified technician. A technician manager offered to return to the residence to ensure the device itself was not malfunctioning or required replacement once the customer received an assessment from an HVAC technician. Safe Haven advised the customer we would put a tentative service call on the scheduler to swap out the current thermostats if needed while her HVAC company was present and would await for her to reach out with a more specific date to accommodate her schedule. The technician manager never received a follow-up response, but left an open appointment for the customer on the scheduler.
  
  Consequently, when Safe Haven received a response back from our appointment reminder on August 5, 2025, an additional attempt was made to communicate with the customer for scheduling. Safe Haven made an attempt by phone, left a voice message, and emailed the customer in efforts to reschedule a good time to return to her residence. On August 6, 2025, the customer disputed ever agreeing to scheduling a tentative return appointment via text with a technician manager and listed various service issues she had experienced.
  
  In efforts to achieve customer satisfaction, Safe Haven has requested a technician manager to reach back out to the customer to address her concerns. It is important to note that if the customer has not yet communicated with her HVAC company, and they have not been able to integrate the thermostats with her HVAC system, Safe Haven will not be able to confirm whether the devices themselves are malfunctioning. We kindly request the customer allows Safe Haven 24 business hours for a member of our installation technician management team to reach out to her directly. We also encourage the customer to utilize her previous technician manager direct point of contact to address any additional concerns she may have.
  
  We appreciate your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 08/16/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:  damage to property after 5 service calls told to stick silicone in the holes.  Cameras do not work as expected.  They made an appointment while I was at work and I’ve had the technician come several times and they refuse to give me what was purchased.  They gave me older equipment and the equipment does not adequately integrate with anything.  I’m tired of wasting my time with so many service calls just to tell me I got what I got.  
  
  
  
  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 customer’s rejection. After reviewing the customer’s remarks,  Safe Haven respectfully disagrees with the customer’s characterization of events. Briefly summarized, here is the timeline of the customer’s service history records:
  
  • Customer conducted a verbal compliance recording authorizing the monitoring services and equipment to be installed on October 29, 2024. During the installation, the customer conducted a verbal authorization recording to purchase an additional $6, 677.87 worth of equipment to be installed into the residence, signed a home customization sheet for equipment, signed a credit card ACH from, and authenticated her electronic signature for the Alarm Services Contract (the “Contract”)
  
  • Safe Haven returned to the residence the following day (October 30, 2024) to complete the installation, provide user education, and ensure all equipment was functioning as intended before leaving the property.
  
  • A Safe Haven technician returned to the customer’s residence on November 2, 2024, at her request, due to removing a door sensor because she had molding added and requested for the sensors to be remounted.
  
  • Safe Haven received a notice of concern from the customer regarding the frequency and accuracy of her cameras recording and Safe Haven returned to the residence on January 16, 2025. During the visit, the technician noted the customer wanted settings for the cameras changed to meet her specific requirements, and he provided her with user education on the advanced cameras settings in efforts to help her be more comfortable adjusting user settings.
  
  • On March 27, 2025, Safe Haven returned to the customer’s residence to add (2) two additional door locks to the system at the customer’s request.
  
  • On July 29, 2025, the customer contacted her installation technician advising she had been instructed by an outside party that her thermostats were installed incorrectly. Safe Haven’s installation technician instructed the customer that we are only responsible for bringing the thermostats online and integrate them into the alarm system, not physically install them because we are not HVAC certified technicians. The customer was advised that during the installation and was advised again during that conversation  to have an HVAC technician install them, however, Safe Haven offered to schedule a technician to come out to make sure the thermostat devices themselves were not malfunctioning and properly adjusted. During the conversation, the customer advised she would coordinate with her HVAC company to be onsite at the same time and would contact us once she secured a date for them to come and that Safe Haven would have a tentative service appointment set up for her once she confirmed.
  
  • Safe Haven sent an appointment reminder text notification for servicing on August 5, 2025, and the customer sent back a rescheduling text message triggering a notice for our customer support team to reach out to the customer to schedule/ confirm a new appointment time for the previous servicing appointment with the HVAC company, however, the customer sent an email disputing ever arranging any type of service appointment, detailed additional complaints, and did not move forward with making arrangements with her HVAC company in efforts to have them integrate her thermostats into her HVAC system while Safe Haven was onsite.
  
  Instead, the customer filed the current complaint with the Better Business Bureau (BBB), while failing to mention the previous events that had transpired above. Following our previous response to the BBB, Safe Haven reached out to the customer on August 12, 2025, to confirm a date when we could return to the customer’s residence with her HVAC technician to ensure her thermostat was set and functional while addressing any additional concerns. Safe Haven has yet to receive any return communication outside of the current rejection response sent to the BBB.
  
  Given the above, Safe Haven denies that there has been any wrongdoing on its part. Should there have been any damage or concerns with the equipment at the lengths at which the customer has described within the complaint, the customer has had ample opportunity to contact Safe Haven and has failed to allow Safe Haven to offer services resolution assistance. Safe Haven has been unable to locate any evidence to support the customer allegations regarding the equipment that was purchased or the alleged service calls that simply have not occurred.
  
  In efforts to provide excellent customer service, Safe Haven has also offered to return to the customer’s residence with her HVAC company present in efforts to help provide resolution assistance with her thermostats and address additional concerns she may have but we have not received any return communication. At this time, if the customer has any service concerns, Safe Haven kindly encourages the customer to return our previous communication attempts. If the customer wishes to forgo servicing, she would be subject to the contract terms and conditions.  
  
  We appreciate your time and thank you for your understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC
  
  

• Initial Complaint

  Date:07/25/2025

  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 was deliberately misled by a Safe Haven Security representative regarding the terms of my agreement. I was told I was signing up for a month-to-month contract, but I recently discovered I am locked into a three-year agreement—something I never would have knowingly agreed to as my lease at this house was only for 1 year. This is a clear case of deceptive sales practices.
  
  Details:
  • I was never informed, verbally or in writing, that the contract was for three years.
  • The representative explicitly stated it was a flexible month-to-month arrangement.
  • When I contacted customer service for clarification or assistance, I received no meaningful help—only dismissive or evasive responses.
  • Attempts to resolve these concerns have gone nowhere, and I feel trapped in a contract under false pretenses.
  
  Desired Resolution:
  • I request a full release from this contract without penalty, as it was entered into under false and misleading information. I also requested to still pay to be released from the contract but a lowered rate. They refused and told me I needed to pay the full $1,193.13 remaining balance.
  • I urge the BBB to investigate Safe Haven Security’s sales practices and hold them accountable for misrepresenting contract terms to unsuspecting customers.
  
  This company has shown a complete lack of transparency and integrity, and I’m submitting this complaint so that others can be warned before making the same mistake I did.

  

  Business Response

  Date: 07/28/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint submitted by the customer. Safe Haven sets a high
  standard for itself, and we are truly sorry to hear that this standard was not
  met in the customer’s experience with us. We take the allegations of deceptive
  business practices seriously, 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 and the rescission period utilized to
  enforce a cancellation without any fees.
  
  Prior to the installation, Safe Haven conducted a verbal authorization
  recording with the customer and at no point was there any references to a “month-to-month
  contract”. While we acknowledge the customer’s position, the customer executed
  the Alarm Services Contract (the “Contract”) during the installation that
  reflected the 36-month term. Within the Contract signed, the terms of the
  Contract can be found in several areas, most importantly within the first page
  right below the customer’s initials. When the customer authorized his
  signature, he signed that he 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. (See page 5, section 2)
  
  Safe Haven understands the importance of full transparency of the Contract and
  a customary rescission period is detailed on its own page listed under the
  Notice of Cancellation page. This page provides explicit details of the 3-day
  rescission period and the steps to enforce this right to ensure the customer is
  given ample opportunity to make an informed decision to move forward. 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 does not negate the
  customer had them within their possession immediately when they were signed.
  The customer was informed of the rescission period and had every right to
  exercise his Notice of Cancellation within the designated time period but
  failed to do so. As a result, when the customer requested to terminate the services
  prior to full term, he was provided with an early termination fee quote.
  
  Given the above, Safe Haven is unable to waive any fees associated with early
  termination. The verbal authorization recording conducted on July 29, 2024, and
  the Contract executed on July 30, 2024, were valid. If the customer would like
  to move forward with terminating the services, he would be held to the terms
  and conditions signed.  As of July 21, 2025, Safe Haven has reiterated
  this detailed information above 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.

  Customer Answer

  Date: 07/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I completely disagree with Safe Haven’s characterization of events and maintain that I was explicitly misled by their representative. I was verbally told during the sales process that this would be a month-to-month agreement, which was a key factor in my decision to move forward. I had no intention whatsoever of entering a 3-year contract.
  
  Safe Haven’s response leans heavily on the existence of paperwork and a verbal authorization recording that they claim never referenced “month-to-month.” However, the absence of that language in the recording does not disprove what was said prior to the recording—or what was told to me face-to-face by their salesperson. The sales process is where the deception took place, and Safe Haven is conveniently ignoring that context.
  
  Additionally:
  
  I was not properly guided through the contract at signing, nor was the 36-month term explained or emphasized.
  The “rescission period” was never communicated to me clearly, and no effort was made to ensure I was making an informed decision.
  I was rushed through the paperwork on installation day and pressured to sign—which does not constitute informed consent.
  
  What Safe Haven is doing here is hiding behind a technicality—pointing to contract language and signatures as if that automatically absolves them of any wrongdoing. But misrepresentation and bait-and-switch tactics during the sales process are still unethical, even if a contract gets signed later.
  
  I’m not disputing that there’s a signed agreement. I’m disputing how I was tricked into signing it. That’s the crux of this complaint.
  
  I respectfully request that the BBB continue to hold Safe Haven accountable for deceptive sales practices. At the very least, I ask that I be released from this contract without penalty, as it was entered under false pretenses.

  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 07/29/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We acknowledge the customer’s dissatisfaction with the previous response, but respectfully, Safe Haven disagrees with the customer’s characterization of events that transpired and the continued hate speech against Safe Haven is unwarranted. The customer was provided all necessary information upfront to make an informed decision to move forward with services twelve (12) months ago and prior to this complaint, the customer had not disputed the sales process or the terms signed until now.
  
  Importantly, the sales process was captured over the phone on a recorded line which Safe Haven referenced in our initial response. This evidence further undercuts the customer’s rejection response remarks and accusatory remarks involving misrepresentation and bait-and-switch tactics. To clarify, the customer interacted with one of our builder concierge telephone sales representatives and did not sign any paperwork until the installation with an installation technician.
  
  During the installation, the customer was not only provided with all necessary information to review at his own discretion but a standard rescission period to review after the fact. In the event the customer had any discrepancies with what was signed, he had every right to not move forward within the designated time frame. The customer signed that he read and understood the information that was signed, whether he did, does not negate that it was provided. Safe Haven is not hiding behind technicalities as the very information the customer is disputing can be found in multiple areas of the Contract, but more specifically, listed all within the first page one sentence above and one sentence below the account holder’s initials. The information listed above the customer’s initials stated,
  “ 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”

  The information below the customer’s initials stated,
  “A. NUMBER OF PAYMENTS FOR THE INITIAL TERM IS 36. B. AMOUNT OF EACH PAYMENT IS $59.99 (TOTAL MONTHLY SERVICE CHARGE ON PAGE 3) TOTAL OF PAYMENTS FOR THE INITIAL TERM IS $2,159.64 (A. TIMES B.) (EXCLUSIVE OF ANY UP FRONT PAYMENTS, APPLICABLE TAXES, FEES, FINES AND RATE INCREASES.)”
  
  Given the above, Safe Haven has been unable to find any information to substantiate the remarks listed throughout the complaint. The customer has not voiced any concerns listed over the past (12) months or during the rescission period to permit an early termination without any fees. The customer signed he read and understood the terms listed, and although he may not agree with them now, Safe Haven will be upholding the terms signed.
  
  At this time, Safe Haven is unable to waive the fees associated with early termination. If the customer would like to terminate the services, he would be subject to the Contract terms. We kindly encourage the customer to contact our customer support team to further assist him with the cancellation process. Customer support can be reached Monday through Friday, 8 A.M. to 7 P.M. Central Standard Time at ***** *********
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 07/29/2025

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

  Safe Haven continues to avoid addressing the real issue at the center of this complaint: I was misled at the time of signing by the installation technician—the only person who presented me with a contract and the only one I interacted with in person.
  
  By Safe Haven’s own admission, I did not sign anything during the sales call. That means the technician was solely responsible for explaining the terms of the contract. During that visit, he clearly told me the plan was month-to-month. That was the basis of my decision to move forward.
  
  He never explained that I was committing to a 36-month contract, and the cancellation/rescission details were not walked through or emphasized. That critical interaction was not recorded, unlike the sales call they keep referencing. I was rushed through the paperwork and trusted the technician’s explanation—only to find out a year later that I had been misled.
  
  It’s important to note:
  
  - I had a 12-month lease on the home. I never intended to keep the service beyond that period.
  - I had no reason to cancel or review the paperwork until I moved out, at which point - I discovered I was locked into a 3-year agreement.
  - Safe Haven is not “losing” money by releasing me—they are simply trying to enforce a technicality to extract payment for a service I no longer use, need, or benefit from.

  This is not about recouping actual losses. It’s about squeezing a consumer for money after services have ended, and after I was misled at the time of signing. It’s a cash grab, plain and simple. There is no material cost to them if I’m released from this contract—but I am left carrying the burden of an agreement I never knowingly accepted.
  
  I again request to be released from this contract without penalty, and for this complaint to remain open and unresolved. The only party harmed in this situation is me—and Safe Haven’s refusal to acknowledge that reality speaks volumes about their business ethics.
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2025, I contacted ADT to inquire about relocating service. Weeks later, I explicitly informed them we were no longer moving and wanted our contract and service to remain unchanged. Despite this, Safe Haven unilaterally canceled our account on 5/22/2025, claiming it was due to relocation — which I clearly rejected in writing. I still own the home and never authorized any cancellation.
  
  From May 22 to June 30, I made multiple calls and sent several emails confirming we did not want our account canceled. I requested to speak to a supervisor on May 22, 2025, May 27, 2025, June 27, 2025, June 30, 2025, and July 25, 2025 and no one followed up. I was then told the only way to reverse the cancellation was by signing a new 36-month contract, which I find coercive and inappropriate given the situation.
  
  I have screenshots, emails, and phone records clearly showing:
  -I never authorized cancellation
  -I explicitly communicated my intent to continue service with no changes
  -I made repeated good faith efforts to resolve the issue before cancellation occurred.
  
  Despite this, Safe Haven charged me $1,247.81 and is threatening collections. Their internal records appear to be incomplete or inaccurate and do not reflect the full documented communication I provided.
  
  I am requesting the following:
  -Immediate removal of the $1,247.81 early termination fee BEFORE being sent to collections
  -Written confirmation that the contract has been fully terminated with a $0 balance
  -A written explanation for why my account was canceled against my explicit direction.
  
  My desired resolution:
  -Remove the termination fee & not get sent to collections
  -Remove any penalty & fees associated with them cancelling my account without my approval.

  

  Business Response

  Date: 07/28/2025

  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 monitoring
  services and cancellation, but it seems that there may be some confusion
  regarding the company appropriate to address the customer’s complaints.

  After
  reviewing our account records and a shared Dealer portal with ADT, we found
  that ADT noted an account cancellation request was made by the customer with
  ADT corporate on 4/22/2025. As an Authorized Dealer, Safe Haven attempted to
  notify the customer of the account status with ADT through telephone and email on
  two occasions to provide details regarding the cancellation process, prior to receiving
  any dispute from the customer. On April 30, 2025, Safe Haven explicitly advised
  the customer the following information,
  “Dear ********* ******
  
  I hope this message finds you well. My name is ********* from Safe Haven
  Security, and I'm writing to address the cancellation of your ADT security
  account at (customer’s monitoring address).
  
  According to notification received from ADT, you have requested to cancel your
  account due to relocation. If this information is incorrect, please contact ADT
  directly at ************ at your earliest convenience to rectify any
  misunderstandings.
  
  It's essential to understand that per the terms of your contract, cancelling
  your account before the completion of the 36-month agreement will result in an
  early termination fee. This fee is calculated at 75% of the remaining balance
  of the contract, plus any past due balance.
  
  To avoid incurring this fee, you must retract your cancellation through ADT
  directly by 5/22/2025. Alternatively, you may relocate your services through
  ADT directly. They can be reached at ************* ****** *, should you wish to
  utilize this option.”
  Further,
  when Safe Haven did not receive a response following the message above or see a
  retraction noted by ADT on the dealer portal, Safe Haven sent an additional email
  on May 19, 2025, stating
  ” Good
  afternoon,
  
  I'm reaching out as a follow-up to my previous message regarding the pending
  cancellation of your ADT security account due to relocation.
  
  As I have not yet received a response from you, I wanted to inform you of the
  final cancellation date, which is scheduled for 5/22/2025. It's important that
  we address any outstanding matters regarding your account before this date.
  
  Please don't hesitate to contact me directly at ************ to discuss your
  account and explore potential solutions before the cancellation date. Your
  prompt attention to this matter is greatly appreciated.
  
  Failure to take action may result in your account being forwarded to our
  outside agency for collection of the early termination fee.
  
  Thank you for your cooperation.
  
  Best regards,”

  As a
  result, when the customer failed to contact ADT to retract the cancellation as
  previously instructed the account cancelled.

  Given
  the above, Safe Haven provided all necessary information for the customer to
  retract the cancellation placed on the account with ADT but failed to do so.
  Safe Haven does not have authorization to place account cancellations, nor do
  we have authorization to retract them. Any requests of that nature must be authorized
  by the customer (account holder) and executed by ADT.

  Consequently,
  when the account terminated for relocation, prior to the fulfillment of the
  36-month Alarm Services Contract (the “Contract”) signed, Safe Haven was well within
  its right to either collect the early termination fee as advised (see page 5,
  section 2 of the Contract) or collect the information from the customer confirming
  their new monitoring address with ADT. The customer failed to issue a
  retraction with ADT corporate, therefore any cancellation fees owed are valid.

  At
  this time, the account has been terminated and has a remaining balance owed. If
  the customer would like to dispute the cancellation placed on the account, we
  would kindly request the complaint be redirected towards ADT corporate. ADT has an oversight into monitoring services and
  customer cancellations; they will be able to address the concerns raised. We
  understand the customer may be dissatisfied with our decision, but Safe Haven
  did not place the cancellation on the customer’s account and when ADT notified
  Safe Haven of the account status, we followed our standard operating procedures
  to ensure the customer was well informed of the cancellation process.

  We thank
  you for your time and consideration.

  Sincerely,
  Safe
  Haven Security Services, LLC

  Customer Answer

  Date: 07/28/2025

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

  Thank you for the opportunity to respond. I do not accept Safe Haven’s response as satisfactory and continue to dispute the $1,247.81 early termination fee. Their version of events misrepresents what actually occurred.
  
  
  1. I Did NOT Request a Cancellation
  
  
  At no point did I request or authorize the cancellation of my ADT services. In April, I contacted ADT to inquire about relocating my service, not to cancel it. I made that clear on the call, and I was told my account would remain active until I finalized the move. There was no indication that a cancellation request had been initiated.
  
  
  2. Safe Haven Acknowledged I Was NOT Cancelling
  
  
  On May 21, 2025, I received an email from Katherine Lyons at Safe Haven Security which explicitly stated the following:
  
  “Thank you for reaching out and I understand that you are not cancelling. However, the process to relocate is referred to as cancelling due to relocation…”
  
  
  This proves that Safe Haven was fully aware I had no intention of canceling. Instead, I was clearly trying to relocate my service and remain in compliance. That email where I have written proof I did not want to cancel services is attached along with the response from ********* ***** is attached as evidence.

  
  3. I Spent nearly 90 Minutes on the Phone with ADT Today (July 28, 2025)
  
  In continued good faith, I called ADT today and spent nearly 90 minutes on the phone trying to get this resolved. ADT acknowledged that there was confusion and that I had not authorized cancellation but inquiring about a potential relocation. They advised me to work through Safe Haven regarding billing, which has now led me back here. I’ve been caught in a loop between two companies, both deflecting responsibility.
  
  
  4. I Was a Customer in Good Standing Trying to Relocate
  
  
  I made every effort to continue my service and fulfill my agreement. This situation is the result of poor internal communication between ADT and Safe Haven — not neglect or misconduct on my part. I never authorized cancellation, and I followed up multiple times to try to get this resolved.
  
  
  Requested Resolution:
  
  I respectfully request that the $1,247.81 early termination fee be waived in full, as I never requested cancellation, and Safe Haven’s own representative acknowledged that. This charge is not valid and should be removed in full.
  
  
  Sincerely,
  ******** ******
  

  

  Business Response

  Date: 07/29/2025

  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 provided the customer with all necessary information to retract the cancellation listed on the account prior to the account terminating. As a consumer, it was the customer’s responsibility to reach out to the service provider (ADT) to retract the cancellation, specifically, when Safe Haven informed her of the necessary steps to take. When the customer failed to retract the cancellation with ADT, the account terminated which resulted in an early termination fee balance remaining. Whether Safe Haven acknowledged the customer’s desire not to cancel did not have an impact on the information previously advised because Safe Haven did not have any authority over the cancellation ADT placed, nor did it deem the customer eligible to be released from the terms signed.
  
  As a result, when the account terminated, Safe Haven followed standard operating procedures for when a customer terminates the services prior to full term. The customer was provided with options to either pay the early termination fee or relocate the services. Per the customer’s rejection response, she inadvertently admitted to inquiring about relocating the services with ADT which would require a cancellation to occur because the customer would no longer be residing at the contracted monitoring address. 
  
  At this time, Safe Haven is unable to waive the early termination fees. We recognize that the customer may disagree with our decision, but we have done everything necessary within our capabilities to assist this customer in preventing the current account status. If the customer wishes to forgo paying the early termination fee balance due and is disputing that she ever placed the cancellation on the account to begin with, Safe Haven strongly recommends the customer to redirect the formal complaint to the company who allegedly placed the cancellation on the account in error to further address her cancellation concerns.
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 07/29/2025

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

  Dear BBB,
  
  Thank you for the opportunity to respond.
  
  While I understand Safe Haven Security Services’ formal response, I respectfully and firmly disagree with their characterization of events. Their reply misrepresents the situation and continues to deflect responsibility, despite my clear, documented communication stating I did not wish to cancel my account.
  
  
  Key clarifications:
  
  1) I never authorized or initiated a cancellation.

  
  I clearly informed Safe Haven that I did not want to cancel my account. This is supported by the screenshots I submitted. Despite this, Safe Haven failed to assist in properly preserving my account status and is now penalizing me for a cancellation I never agreed to.
  
  2) I was not clearly informed that contacting ADT directly was the only way to prevent termination.

  
  Safe Haven claims I was told to reach out to ADT, but they did not communicate that failing to do so would lead to permanent cancellation and a $1,247.81 early termination fee. This lack of clear procedural instruction directly contributed to the current situation.

  
  3) This is a case of miscommunication and mishandling—not customer negligence.

  
  I inquired about relocating my service—not canceling it. My interest in maintaining service was consistent and documented. Safe Haven’s interpretation of my inquiry as a cancellation was incorrect and never confirmed by me.

  
  4) ADT has acknowledged that they did not place an early termination fee on my account.
  I have spoken directly with ADT, and they confirmed:
  
  -They did not issue any early termination fee, nor do they intend to.

  -They acknowledged that this situation was mishandled and understand I did not intend to cancel.

  -They do not have the authority to waive any fees because the fee was placed solely by Safe Haven, not ADT.

  
  
  5) Safe Haven is the only entity enforcing this fee despite acknowledging that I did not wish to cancel.

  Their refusal to waive the charge, while simultaneously blaming another company and admitting they lack authority over ADT’s processes, is unacceptable. If they lack the ability to intervene, they also lack justification for enforcing a penalty under those same conditions.
  
  
  Resolution Sought:
  
  I am respectfully requesting that Safe Haven waive the $1,247.81 early termination fee, which resulted from miscommunication and failure to properly address my expressed desire to keep my service active.
  
  
  If they remain unwilling to take action, I request that this complaint stay on file with the BBB to inform and protect other consumers from similar handling.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:07/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27th 2 gentle men from ADT came and spoke with my boyfriend. They stated, we should have been told they were coming and were sent by our insurance company to set up a security system. *******, the main sells rep of the 2, was extremely rude and pushy. He explained how much ADT could do for us, so we agreed to it. May 29th it was installed and only covered a small portion of driveway and back door. Nothing of front yard, front door, garage or entire back half of yard. I called 1-800 number and was told I had contact agent. I called, text and emailed ******* multiple times that day with no response back. I called ADT again, was told the department I needed was closed and to call back Monday. I called June 2nd and was on phone from 930am to 2pm mostly on hold but was told it had been canceled and made appointment for system to be removed on June 4th. It was removed with no issues. ADT sent auto call saying equipment wasn't working. On June 16 I called ADT again, 3 hours on phone and told, again it was all canceled and I'd receive a refund in 30 days. I never received the $68 refund but let it go. Today July 12th, receive a call from ADT, stating Im in collections for over $100, for equipment and 2 months of service and how would I like to resolve this issue. I again explained to this gentlemen, it had been canceled multiple times and they owe me $68 and to read the notes. He explained I still have an active account with ADT and he's collections, I need to call ADT customer service. I have never had so many issues with a company blatantly refusal to cancel a service or refund money owed, then call me from collections. HELP! They can keep the $68, just take me out of collections for equipment I don't have or contract I canceled with in 24 hours.

  

  Business Response

  Date: 07/14/2025

  The customer entered into a contract with the
  following company who handled the sale and installation of the system.
  
  SAFE
  HAVEN SECURITY
  *** * **** ***
  North
  Kansas City, MO 64116
  ***** ********
  Please forward this on to the correct company.

  

  Business Response

  Date: 07/21/2025

  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 into ADT billing and cancellations, and they will be able to address the concerns raised. In efforts to help provide excellent customer service, Safe Haven has contacted ADT, confirmed the cancellation was honored, the equipment was removed, and requested that ADT contact the customer directly to resolve her concerns.

  
  We hope this helps!

  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:07/08/2025

  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.

  Submitting a formal complaint for deceptive business practices specifically targeting veteran home buyers and tricking them into contracts with misleading costs and hidden cancellation fees while they are busy setting up their houses. After buying a house we received a "special offer" for vets for security through ADT. The price on the website was listed as $45.99 a month and the salesman on the RECORDED phone call confirmed that would be the rate. We set it up over the phone and have to wait for over a week to install due to no internet. When the tech comes in to install he informs us the price is actually 63.99 in the "amended" contract we signed despite being verbally told it would be less, we had assumed that they wouldn't lie about it. When we asked about cancelling we were then informed that that pushed into some small text within the contract that I could barely read that there would be a massive cancellation cost of 75% of the remaining contract to cancel.
  
  
  Safehaven intentionally used ADT as a cover for their own more expensive subscription and to separate themselves from whatever promises ADT made. The recorded call was through ADT and not Safehaven for reference. I have looked at previous BBB complaints and other media and see a long history of veterans complaining about these predatory contracts and sales practices. Every time Safehaven falls back on "you signed the contract," while ignoring their predatory practices they used to get us to sign them. Please help us veterans out, these contracts are 3 years long and cost over $1500 to cancel once we realized we've been duped. They are practically robbing us with their security service. We just want to cancel the contract without being charged an unmanageable cost we can't afford.

  

  Business Response

  Date: 07/10/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. We take the allegations of deceptive business and predatory practices seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns. Safe Haven appreciates the opportunity to acknowledge the customer’s concerns and wants to focus solely on their account in question.

  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. We want to clarify that any reference to other cases is not relevant in this matter. Our main focus is the customers’ account and ensuring their understanding of the terms and conditions they agreed to verbally and in writing.

  Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the monitoring rate elected, and the rescission period utilized to enforce a cancellation without any fees. We acknowledge the customer’s position, however, the customer executed the Alarm Services Contract (the “Contract”) during the installation  that reflected the same rate the customer verbally agreed to ($63.99), and 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.

  In efforts to provide excellent customer service, Safe Haven’s Veteran’s United team has actively been communicating with the customer to address their concerns and provide additional clarity. Within our efforts, Safe Haven has explained and confirmed with the customer that the verbal compliance recording referenced within the complaint was conducted with Safe Haven on March 24, 2025, which captured her verbal authorization of a $63.99 monthly monitoring rate. This recording was conducted prior to the installation and further undercuts the allegations made against Safe Haven and its sales employees.
  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 waive any fees associated with early termination. (See page 5, section 2). The verbal authorization recording conducted, and the Contract executed on April 19, 2025, is valid. If the customer would like to move forward with terminating the services, she would be held to the terms and conditions signed.  As of July 9, 2025, Safe Haven has reiterated this detailed information above 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:07/06/2025

  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.

  I was referred to ADT by my mortgage company. I paid for services on 9/24/24. I don't use service so I wanted to cancel. When I tried to cancel I was told I would have to pay remaining contract of $1000 plus. The problem is, I was unaware of three year contract. The salesman for Safe haven never mentioned a contract or a cancelation fee. This seems like predatory sales to me. I feel I have been ripped off with this contract. The salesman never mentioned a contract or cancelation fee.

  

  Business Response

  Date: 07/08/2025

  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 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, and the rescission period
  utilized to enforce a cancellation without any fees. Please note, the customer
  was installed in August 2024 and did not contact Safe Haven at any time voicing
  the concerns listed within the complaint. Safe Haven’s first and only
  communication received from the customer post-installation was ten months after
  the fact beginning in June 2025.
  
  Additionally, Safe Haven provided a customary rescission
  period outlined within the Alarm Services Contract (the “Contract”) on its own
  page. 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 costs.(See page 5,
  term 2)
  
  As a result, when the customer signed the Contract, he acknowledged that
  they read and understood the terms and conditions, which is contradictory to
  the customer’s remarks alleging he was unaware of the 36-month term or cancellation
  fee. The certificate of completion page also details time stamp and date
  analytics of when the customer was sent the Contract, viewed it, and signed it.
  This documentation provides compelling evidence undercutting the allegations
  against the sales representative and the installation technician.
  
  Given the above, the Contract on file is valid. While we understand
  our decision may be unfavorable to the customer, we are upholding the terms
  signed. Safe Haven provided all necessary information upfront for the customer
  to review. Whether the customer read the information provided, does not negate
  that the information was accessible the moment the Contract was signed.
  
  At this time, if the customer would like to terminate their services,
  they would be subject to the early termination fees. We kindly encourage the
  customer to contact us once they are ready to make the necessary arrangements
  to process their cancellation request. Safe Haven can be reached Monday through
  Friday, 8 AM to 7 PM Central Standard Time at *************
  
  We thank you for your time and consideration.
  
  Sincerely,

  

  Business Response

  Date: 07/15/2025

  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 customer 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 customer chose to move
  forward during the installation when providing a signature agreeing to the
  terms detailed for his review and opted out of utilizing the 3-day rescission
  period outlined within the terms he signed.
  
  Nevertheless, Safe Haven strives
  for customer satisfaction and understands the customer no longer wants the
  services. If the customer 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. The customer may contact Safe Haven
  to make the necessary arrangements. 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: 07/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,if the salesman do not notify customers of a contract, or tell them if they cancel they have to pay remainder of contract, this is bad buisness and predatory sales.
  
  
  
  **** ******