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: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.

  
  
  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,
  
  
  
  ***** ********

  ay 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.

  

  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.

  
  
  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,
  ******** ******
  

  epeated 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

  

  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:07/08/2025

  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.

  
  
  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.
  
  
  
  **** ******

  

  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.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hit submit by accident before I could explain my issues with safe heaven services. oved in and set up any internet service. We added internet on June 21, 2025. So, even if I was displeased with full service at this point I could not get out of the contract. I did not actually get the full function of the system until the 21st. The system was installed with no way of monitoring it for almost 2 weeks before we could get any benefits from the system. The installer should have not installed the system in that case of us not having internet access because the day he came out and installed it was the day the contract started.
  
  My question is how can you install half a system and be responsible to pay fully when you are not getting the full benefits of that system.
  
  I called to cancel my contract on the 28th of June and was passed back and forth 3 times between the actual ADT and SafeHaven. I should not have a penalty against me if I never had actually full service for a full 2 weeks and a week of that nobody was in the home. Businesses should not take full advantage of people

  

  Business Response

  Date: 07/09/2025

  Dear Better Business Bureau,

  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience. Safe Haven would like to take this opportunity to provide additional clarity and address the concerns listed within the complaint.

  After reviewing the account records, we would like to clarify the effort that was taken to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. The Alarm Services Contract (“the Contract”), signed by the customer provided terms that outlined the customer’s responsibility as well as Safe Haven’s regarding the alarm monitoring services. It is important to note that within these terms, Safe Haven is not responsible for any trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.)

  Importantly, 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 document opting to exercise a cancellation without Early Termination Fees within the designated time period. (See page 5, section 2)
  
  When the customer signed the Contract, they acknowledged that they read and understood the terms and conditions, which is contradictory to the customer’s remarks alleging he was unaware he was working with an Authorized Dealer or fees assessed with early termination. The information in question can all be found within the first page of the Contract in areas designated in proximity to the customer’s initials. Safe Haven’s name and Authorized Dealer status can be found in six (6) places just within the header of the first page of the contract and consistently throughout the entire page agreement, more specifically right above the customer’s initials on the first page in bold writing that states, “AUTHORIZED DEALER IS NOT AN AGENT OF ADT”. This documentation provides compelling evidence undercutting the allegations against the sales representative.
  
  Further, within the Contract the customer signed a Broadband Rider defining the telecommunications functionalities (“Telco Requirements”) required for the monitoring services elected. When the customer signed the Broadband Rider, they agreed that it was their sole responsibility to uphold the Telco Requirements in addition to the terms referenced above. Those terms can be defined further on pages 6-8 under, “WARRANTY EXCLUSIONS” and “DEALER EQUIPMENT COMMUNICATION”.

  Given the above, when the customer chose to move forward with installing the monitoring services before electing to acquire internet services, he willingly agreed to uphold the Contract effective date the date it was signed.  As a result, the terms signed were valid and enforceable. The customer had every right to terminate their services, however, should they do so outside the rescission period they would be subject to the associated cost with early termination.

  At this time, if the customer would like to terminate the services, he would be subject to early termination fees. Safe Haven acknowledges that our decision may be unfavorable to the customer, but we are upholding the terms he signed. The customer may contact Safe Haven directly to fulfill the fees associated with early termination. Safe Haven can be reached at ************, Monday through Friday 8 AM to 7 PM Central Standard Time.
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  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 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.
  Consequently, should there have been any discrepancies regarding the company,
  or the term signed, the customer had every right not to move forward. In this
  case, the customer chose to move forward and provided a signature agreeing to
  the terms detailed for his review.
  
  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.

• Initial Complaint

  Date:06/30/2025

  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.

  They came out and have you sign a work order when you purchase their plan. In there it says on the day of install you'll be presented with final paperwork PRIOR to install. Our technician started cutting into the sheetrock before I signed the document. Once reviewing it, I didn't agree to the terms. More specifically they can raise the price each year of the three year contract. The salesman made it sound like you're locked in for three years.
  
  I told them not to install it that I wasn't signing. The "supervisor" called said let's discuss it on Saturday and see if we can figure something out. I was ok with it, as I was open to still getting the service. He never called.
  
  I then asked who was going to come repair the hole in the wall. He led me on for a bit then stopped responding. Called their main customer service number and they responded with, I'm on my own. They're not reimbursing me for the damage. ADT pushes everything on to them.

  

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the complaint made
  by the customer. Safe Haven Security sets a high standard for ourselves and are
  truly sorry to hear that this standard was not met in the consumer’s experience
  with us. Safe Haven would like to extend our apologies for all the frustrations
  the customer has endured throughout this matter and would like to thank them
  for their continued patience overall. The behavior described does not meet our
  own internal expectations how our employees should behave nor is it condoned.

  In efforts to resolve this matter
  amicably, Safe Haven has escalated this complaint internally to help with
  providing the customer with resolution assistance. A member of Safe Haven’s
  escalation team has contacted the customer and is actively working towards resolution
  efforts. We thank the customer for their time and look forward to resolving
  this matter amicably.

  Safe Haven encourages the customer to
  contact the Escalations associate in efforts to resolve this matter in a timely
  manner. We would like to issue additional gratitude to the customer for
  bringing this matter to the Better Business Bureau, so that we are able to take
  the necessary steps internally to help provide better customer service. We
  appreciate your time and thank you for your consideration.
  
  Sincerely,
  Safe
  Haven Security Services, LLC.

• Initial Complaint

  Date:06/30/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****e, I learned I was locked into a 3 year contract that required me to pay 75% of the remaining term to cancel it, which is over $2,000. I reached out to the manager who sold it to me for help and she just directed me to customer service and then ghosted me. Customer service refused to help my situation and refused to provide me with any information of someone who had any control over the fee. Every person I talked to said there’s nothing they can do and that I had to pay it. While I know I should’ve paid closer attention to the documentation I signed and realized it was a contract, I was mislead about what was in the documentation, and therefore signed it. I was scammed into this service and it feels incredibly wrong for me to have to pay for this termination given the nature of why I signed up. I was lied to and manipulated and that’s no way to run a business.

  

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the customer has endured throughout this matter and would like to thank them for their continued patience overall. The behavior described does not meet our own internal expectations how our employees should behave nor is it condoned.
  
  In efforts to resolve this matter amicably, Safe Haven has escalated this complaint internally to conduct a full investigation. A member of Safe Haven’s escalation team has been in contact with the customer and is actively working towards solution efforts. We acknowledge the customer's wishes to terminate the services altogether, however, we are unable to honor that request. We thank the customer for their time and look forward to resolving this matter amicably within the bounds of the contract to the best of our abilities.
  
  Safe Haven would like to issue additional gratitude to the customer for bringing this matter to Better Business Bureau, so that we are able to take the necessary steps internally to help prevent this behavior from recurring again. We would like to thank the customer  for allowing us the opportunity to help provide resolution assistance and bettering our customer experience overall in the future. We appreciate your time and thank you for your consideration.
  

  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 07/09/2025

  Dear Better Business Bureau,
  
  The customer's account was cancelled on July 2, 2025, at their own discretion. Safe Haven has willingly offered to waive the Early Termination Fees that the customer would be otherwise subject to, under the condition a formal release is signed. Safe Haven sent a copy of the release for the customer to provide their electronic signature. At this time, there are no further actions for Safe Haven to take.
  
  
  Sincerely,
  Safe Haven Security Services, LLC.
  

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is falsifying the events. This issue is not resolved to the slightest. h service contract, despite the technician’s statements. He rushed me through signing documents digitally while I was in the middle of working, and never explained that a multi-year contract would still apply. I attempted to cancel the service within 10 days, but was told I had only three days to do so—something that was never communicated to me at any point, verbally or in writing in a clear manner.
  
  I believe this was misleading and predatory. I would have never agreed to a 36-month agreement if I had been properly informed. It is unacceptable to mislead consumers with verbal assurances that contradict written terms, especially when rushed through signing while working.
  
  I am requesting the following:
  • Immediate cancellation of my ADT contract without penalty,
  • I am
  Not requesting any sort of refund, just to cancel this submission that has been active for only 10 days.
  
  Thank you for your attention and assistance in resolving this matter fairly.

  

  Business Response

  Date: 06/27/2025

  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: 07/01/2025

  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 maintains transparency throughout the entire sales process and adheres to all federal and state consumer protection laws. After reviewing the account records, we would like to take this opportunity to provide additional clarity.
  
  Respectfully, Safe Haven disagrees with the customer’s characterization of events. Prior to the installation, Safe Haven collected a verbal compliance recording that captured the customer’s acknowledgement of the services to be installed and the date and time for the installation to take place. This documentation provides compelling evidence that contradicts the customer’s complaint details.
  
  Importantly, Safe Haven provided all necessary information in writing after any interactions to ensure the customer could make a well-informed decision to move forward. Safe Haven understands the importance of full transparency of the Alarm Services Contract (“the Contract”) and a customary rescission period is provided on its own page under the Notice of Cancellation to ensure the customer is given ample opportunity to review the terms and conditions. In the event that the customer fails to read those terms, it does not negate the fact the terms were provided or that the customer had the terms within her possession immediately when they were signed.
  
  Consequently, should there had been any discrepancies between what was discussed, the customer had every right not to move forward. The term length can be found in several places throughout the Contract, more specifically, within the first page under the customer’s initials, which further undercuts the customer’s allegations of being unaware of the 36-month term.
  
  As a result, when the customer signed the Contract she acknowledged that she read and understood the terms she signed. Safe Haven has conducted a thorough review of the call records and have been unable to find any evidence to substantiate the allegations made against the sales representative. We have also made several attempts to review our findings with the customer; however, the customer has disconnected the line when being advised the contract terms stand.
  
  At this time, we acknowledge that our decision may be unfavorable to the customer, but we are upholding the terms signed. A customer may terminate their services at any time of their choosing, however, should they request to terminate outside the designated period they will be subject to early termination terms found on page 5, section 2 of the Contract signed. If the customer would like to move forward with her request, she will be subject to the associated early termination fees described above. In efforts to provide excellent customer support, a member of our Builder Escalations team has been notified to reach out to the customer directly as of June 30, 2025. We kindly ask the customer to allow 24 hours before hearing from a member of their team.
  
  We appreciate your time and thank you for your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:06/26/2025

  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 had ordered security equipment from this company, then decided I’d like to exercise the 3-day cancellation period. Simply exercising my right to cancel was very difficult, having to make several phone calls and getting bounced around multiple departments. It took about a week for a manager to call me to set up an appointment for equipment removal, where he still tried to upsell me before I firmly said no. Upon equipment removal, a refund check was sent out about a week after equipment was removed. I have been given no paper confirmation of my refund, or my cancellation. I was only given notice a check had been sent out once I called to ask about a refund. It has been a month since this check was supposedly sent out, and I have yet to receive anything. I still have received no email confirmation of anything about my refund or cancellation. Everytime I call, I het a different answer about when I will receive my refund. Now they are telling me they will not send out another check until July 4th. At this point, I have waited over a month for my refund and feel like I am at this companies mercy. I do not feel confident I will be receiving a refund at all. The lack of documentation is also very concerning, and I have had to jump through so many hoops just to the refund started. The only documentation I have is an email I request from customer service documenting my request to cancel my account. No other documentation has been sent since then nor did I receive any before then.

  

  Business Response

  Date: 06/27/2025

  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 deeply regret any frustration the customer has endured based on the details of the complaint.

  In efforts to provide excellent customer service, Safe Haven previously escalated this matter to our accounting team and made sure a customer service representative contacted the customer in a timely manner to provide explicit details of the refund process. While we acknowledge the customer’s frustration with the refund process, we are unable to expedite another payment outside our standard process. We thank the customer for detailing their experience so that we may use this as an opportunity for additional training and to improve our standard practices and procedures.

  At this time, we would like to thank the customer for their continued patience and understanding while we work towards resolving this matter. We kindly ask the customer to wait until the full 30-day (July 4, 2025) time frame to receive the refund check through postage before contacting Safe Haven to reissue another. As a courtesy, Safe Haven will send an additional check with tracking should the customer not receive the original check payment refund.

  
  We thank you for your time and appreciate your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC.