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:06/20/2025

  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: 2*******
  
  
  
  I am rejecting this response because: I am sincerely disappointed in Safe Haven, given your past record that anyone can look up at any time. I am not using hate speech, that’s an insult to my intelligence, I am simply repeating the same claims made by others that match our exact complaints which you have in fact been sued for before, several times for various reasons. An adequate window of time, like 30 days is more time decide if you like the system or not or if it functions properly or not properly. Three days is nothing when you think about the fact that you’re moving in while having security installed. In fact, one of your managers, ***** *****, told me to my face that he was ADT when he is not ADT. He pulled up in a personal vehicle, like all the rest, with ADT blown up all over his badge and shirt, while much smaller print used to say Safe Haven. 
  It is unbelievable that a company of this magnitude, with its past history considered, would not allow one single extremely unsatisfied customer out of a contract. This is pure greed on the part of Safe Haven. How comfortable would anyone be in their home when the same security company has had to come out 12 times in the last 8 months? Their corporate greed is what forces people to pay massive amounts of money to get out or are stuck because they don’t have the money to pay it let alone hire a lawyer. We have access to our family attorney who we are considering consulting with. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 06/23/2025

  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. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  After reviewing the account records, respectfully, Safe Haven disagrees with the customer’s characterization of events that have transpired. Safe Haven offers a three-day rescission period during which a customer may terminate the services before the full term of the Alarm Services Contract (“the Contract”) without incurring any costs. A customer may terminate the account at anytime, however, if a customer chooses to cancel outside designated rescission period they will subject to the early termination fees outline within the Contract. (See page 5, section 2.)

  Safe Haven acknowledges the customer’s frustrations and spoke with the customer directly about alternative viable options on June 20, 2023. During the conversation, the customer expressed her wishes to terminate services and opt for another provider. Safe Haven advised that while the issues she has expressed are not eligible to waive the early termination fees referenced, she may be eligible for the possibility of a contract buyout through another security company.

  As a result, Safe Haven provided the customer with the quote for early termination fees amount and recommended that she contact the new company she was working with to see if they were open to covering the fee. The customer was sent a feedback form to document the issues of her concern for internal view and was advised she could request a specific representative when calling back in if she had any additional questions or concerns.

  Given the above, Safe Haven is unwilling to release the customer from the associated early termination fees when terminating services early. Safe Haven has escalated this matter internally with Technician management, and we’d like to thank the customers for taking their time to detail their experience so that we may use this as an opportunity to improve our customer experience. If the customer would like to proceed with their cancellation request or has any questions, we kindly encourage her to call customer service at ************. Their hours of operation are Monday through Friday, from 8 AM to 7 PM CST.

  We appreciate your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 06/25/2025

  Dear Better Business Bureau,
  
  Safe Haven appreciates the opportunity to acknowledge the customer’s concerns and wants to focus solely on their account in question. We want to clarify that any reference to other cases is not relevant in this matter. Our main focus is this customer's account.
  
  While we acknowledge the customer’s dissatisfaction with the previous response, our decision remains the same. We are disappointed with the continued hate speech against our company after our continued efforts to help address the complaint concerns. Safe Haven understands our decision may be unfavorable to the customer, but if the customer would like to terminate the service, he will be subject to the Contract terms.
  
  Safe Haven strives for customer satisfaction, and we are hopeful our technician management can help resolve the customer’s concerns.  We have alerted technician management to contact the customer directly to help address their concerns. We acknowledge the customer no longer wants a business relationship, and should the customer wish to forgo Safe Haven’s resolution assistance we are happy to help the customer through the cancellation process. If the customer would like to proceed with their cancellation request or has any questions, we kindly encourage her to call customer service at ************. Their hours of operation are Monday through Friday, from 8 AM to 7 PM CST.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.
  

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the security system installed in November 2024 as recommended by my mortgage company (******* ********) at no charge and was not advised/explained about a cancellation penalty. The security door handle and security pad on my back door has never worked properly and two weeks ago the door handle fell off into my hands leaving me with no access to enter my home, contacted ADT & Safe Haven to be advised it would be a couple of days or longer before they could get someone out to repair and I told them that was unacceptable. Safe Haven sent a repair technician out and was here probably two hours trying to repair the door handle but had no screw to repair properly(today is June 18, 2025) and it’s been over a week since they were here to repair the door handle and I finally called them 3+ days ago and they said they had ordered screws from Amazon and we’re being delivered that day and they would be out that day and I have not seen them yet. I’ve contacted them three times this week and asked to cancel my contract because of all of this situation and not being able to even have a security system and they advise. I have to pay a cancellation fee and I refuse to pay a cancellation fee.. I am a widow and I think this is horrible to be put in this situation.

  

  Business Response

  Date: 06/19/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we are committed to addressing any of the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and look forward to resolving this matter quickly. After reviewing the account records, Safe Haven has been unable to locate any evidence to support the customer’s allegations. Safe Haven understands the importance of full transparency of the Alarm Services Contract (“the Contract”). To further support this, a customary rescission period is provided to ensure the customer is given ample opportunity to review the terms and conditions. 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. In the event that the customer fails to read those terms, it does not negate the terms being provided.
  
  As a result, when the customer signed they read and understood the terms of the Contract, this included the rescission period designated within its own page. The customer had every right to exercise their right to terminate the monitoring services without early termination fees but failed to do so. While we acknowledge the customer’s wishes to terminate the monitoring services, Safe Haven is unable to waive the associated fees subject when terminating the Contract prior to full term.If the customer would like to move forward with termination the services, she will be subject to the early termination fees outlined within the Contract. (See page 5, section 2)
   
  Safe Haven strives for excellent customer service, and we deeply empathize with the customer’s circumstances. In efforts to provide excellent customer service within the bounds of the Contract, Safe Haven has escalated this matter internally within the Affiliate division. A member of Affiliate’s escalation team will be contacting the customer directly to discuss their concerns in detail and work towards finding a resolution between both parties. We ask that the customer allows 24 to 48 business hours to hear from management. We thank the customer for their patience throughout this process and look forward to speaking with the customer soon.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/29/2025

  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:
  
  48 hours have passed and I've received no contact from ADT/Safe Haven, by phone or email. I will be satisfied with your proposed solution only if Safe Haven actually reaches out (obviously), the contract is cancelled with no fees, and if Safe Haven is repossessing the equipment (some of which I paid for out of pocket and the rest was covered by a voucher to onboard us), I am refunded everything I have paid to Safe Haven including hardware costs out of pocket for the equipment you are taking back, minus one month's fee which I am willing to allow you to retain in good faith.

  I was told by your install tech the hardware I bought belonged to me and not Safe Haven, another thing you should probably clarify with future customers going forward.
  

  Please contact me by phone or email urgently, I just want to get this resolved.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  to help, and when I pointed out that he misrepsented multiple aspects of this sale, he said it wasn't his problem that is wasn't worth explaining how the actual cancellation policy works because "You're only a small percentage of our buisness", and promptly stopped communcating. Really shameful tactics, and even the tech employed there and ADT corpoate expressed frustration at this culture.

  

  Business Response

  Date: 05/30/2025

  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 frustration this may have caused the
  customer, as we strive for an excellent customer. Safe Haven does not condone
  the alleged behavior, nor does it reflect the standards we require our
  employees to uphold.

  In efforts to provide a resolution
  to this matter, our customer service team will be reaching out to the customer to
  help process a cancellation without any early termination fees. During this
  process, a return trip appointment will be scheduled to collect the remainder
  of the equipment provided by Safe Haven. We kindly request the customer allow
  24-48 business hours for our customer service team to contact the customer to
  complete this process.
  
  Safe Haven appreciates the
  customer’s understanding, and we are hopeful our efforts will help repair the
  relationship. We value customer satisfaction and look forward to helping honor
  the customer’s request. Once again, we appreciate the customer's patience and thank
  you for your understanding through this process.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response submitted by the customer. Safe Haven advised “24-48 business hours” in our response Friday, May 30, 2025. As a result, the customer may be contacted no later than Tuesday, June 3, 2025.

  We hope this helps clarify any confusion from our previous response. A member of our customer support team will be reaching out to assist the customer with the cancellation process. Safe Haven thanks the customer for their patience and understanding while we work towards an amicable resolution for both parties.
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:05/23/2025

  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: I have documentation proving that I have had technicians out MULTIPLE times. The people on the phone with ADT, not Safe Haven, have done speed tests and stated I should be having zero issues. 
  

  The couple times I was offered over the phone troubleshooting, I took them..which are on recorded phone calls that I will be getting copies of. 
  

  I asked for a credit on my account which was denied by Safe Haven but approved by ADT, again, on recorded phone conversations. 
  

  I will continue to report this company to the BBB, I will continue to comment on social media posts warning future customers and everyone in my community social media page is aware to avoid utilizing Safe Haven. I am also in contact with my local news media and national outlets regarding my issues. 
  

  Safe Haven will be held responsible if my cameras fail in an emergency. My download speeds are over 1000 MPS and uploads over 800. My WiFi isn’t an issue. Stop passing the blame on others. 
  
  
  
  Sincerely,
  
  
  
  *********** *********

  nd a credit to my account or to demand a refund and removal of all equipment. They refused to do so, I had a technician come out the next day and reset the cameras. Today on 05/22/2025, I found that the ring camera went off again at some point. Unknown exactly when it went offline, as I do not get notification that the system goes offline. For 3 hours, I was switched between Safe Haven and ADT who refused to meet my requests of a credit on my account or removal of all equipment. Only three hours into the phone call was I offered any form of over the phone technical support, only for safe haven to request me be transferred back to their cell center for them to hang up when I asked to respectfully continue my conversation with ADT. ADT refuses to handle my issues due to a 12 month timeframe that Safe Haven covers the warranty. Safe Haven needs to hold themselves accountable and not hide behind a contract that is in place due to knowing they have horrible service.

  

  Business Response

  Date: 05/23/2025

  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 strives for an excellent customer experience and deeply regrets any frustrations the customer endured.

  Importantly, Safe Haven would like to emphasize that the camera’s signal strength is based on the internet capabilities within the home. When the customer signed the Alarm Services Contract (the Contract) they acknowledged their understanding of the terms and conditions specifically, section 8 on page 6 of the Contract. This section clarifies the customer’s responsibility to provide a compatible internet connection for the cameras to function correctly.
  
  As a result, if the Internet connectivity is not compatible or if there is an outage, the camera will not function as intended. Additionally, if the internet goes down a camera will go offline. This is not a malfunction of the cameras nor is it deemed inoperable.
  
  Furthermore, Safe Haven has spoken with the customer in efforts to provide service resolutions that have been declined. Safe Haven offered to have technical support reach out and offer troubleshooting, unfortunately the customer declined. The customer has demanded the equipment to be removed and to be absolved of the contract terms.
  
  At this time, Safe Haven is unable to offer any exceptions to the early termination terms or the fees associated with early termination. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions they signed. If the customer wishes to forgo his cancellation request, he may contact our customer support and work technical support to help assist him with any issues he may be experiencing. Safe Haven can be reached Monday through Friday, 8 A.M. to 7 P.M. Central Standard Time at *************
  
  Thank you for your time.
  
  Sincerely,
  
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 05/28/2025

  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 Safe Haven does
  not have access to ADT recordings, nor has Safe Haven been able to locate any
  evidence to substantiate the additional remarks regarding the claim of having “zero
  issues”. While we cannot speak on any alleged conversations or credits offered
  by ADT, Safe Haven did speak with the customer on 5/27/2025 to offer two-months’
  worth of monitoring as a courtesy which further undercut the additional remarks
  made against Safe Haven.
  
  Additionally, Safe Haven assisted
  the customer in retracting the cancellation code placed by ADT to help prevent additional
  frustrations. Technician management also spoke with the customer the same day
  to get authorization to return to the customer’s residence to conduct an onsite
  service appointment for today, 5/28/2025. We are disappointed that the customer
  has chosen to continue this hate speech publicly against our company online
  while simultaneously accepting the benefits we have been offering to help resolve
  this matter amicably.
  
  At this time, our decision remains
  the same regarding the Contract terms. While we acknowledge the customer has
  threatened to use hate speech against our company on several public platforms,
  it does not negate the efforts Safe Haven has continuously made to help achieve
  customer satisfaction. Safe Haven will continue to help provide resolution
  assistance to help address the customer’s concerns within the bounds of the Contract and we are hopeful we reach a satisfactory resolution for both parties involved. 
  
  Thank you for your time.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising 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:

  What this representative wrote in response is once again is a gross misrepresentation and lie.

  I will state the facts of this matter clearly once again, as this company continues to try to misrepresent the situation as it occurred. 

  1. An installer came to my residence to install the alarm system. We do not have WIFI at this residence, and as such the installer was not able to load the document he was asking me to sign. He stated that the document was a work order and that I should “just go ahead and sign it” so that he could complete his work. I was misinformed about what I was signing and felt pressured to sign the document that wasn't loading, as I thought I could trust what I was being told that what I was signing was a “work order.”

  2. My domestic partner was the one who scheduled this installation and he was not at the home the day the installer came to install the system, due to an unforeseen circumstance. My partner was not told there was a contract for these services. He was told there was a month to month service fee, and that I, his partner, could receive the installer at the home to set up the system.

  3. We were told that there did not need to be WIFI at the residence for the alarm system to work properly. After over three weeks of issues with the alarm system not working properly, I contacted ADT directly and spoke with a tech representative named “Paola” who informed me that the reason the system was not working properly was because we needed to have WIFI at the residence. 

  4. I called the company on 5/23 to report these findings from ADT and to ask to speak to a top manager in order to report these various problematic business practices above and to come to some kind of amicable agreement. The representative informed me that they were the “top of the line” and that there was “nobody else to speak to about this issue. You signed a contract, you have to pay.” They refused to acknowledge their company’s poor business practices, which are actually ILLEGAL. After a great deal of pleading, this representative offered to have the sales manager of their Oklahoma division call me in 24-48 hours. it has now been over two weeks and nobody has called me. 

  5. This morning I called Safe Haven in an attempt to give them one last chance to follow through with getting me in touch with the promised Oklahoma Sales Manager. This time they stated that “Since you’ve been in contact with the Better Business Bureau, we can no longer speak with you directly and will not be having any Sales Manager call you.” They once again told me I am subject to the early cancellation fee for a service I was told would work without WIFI, which was a misrepresentation of services. This product does not and will not work without WIFI. 

  This continued back and forth is coming from a customer service representative in different state who has no idea of what has actually happened in this instance, and instead of listening to the consumer and escalating this (hopefully) unique matter to the appropriate party or parties, is reading from a script and offering no actual customer service. They are expecting the consumer to simply pay a bill for a service that was misrepresented to them, and to abide a “contract” that was also misrepresented as a “work order” by an installation person. 

  Please BBB, this is an example of the kind of bad business conduct you were formed to protect consumers against. I plead with you all, shut this company down! ADT should be made aware to no longer allow this company yo do business under their name! 

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

  says that this is due to not having WIFI. I was also informed by the installer that installation was $530 for the sensors, as the vouchers the sales rep gave me were not enough to cover the necessary job, which I paid him. I am now being told by Safe Haven that I signed a 3 year contract and that the WIFI is my responsibility to have in order for the system. I have health issues that prevent me from having wireless internet in my home, so this is not an option. I asked if the company would make an exception and allow me to early terminate without a fee considering all of the bad business practices I have experienced, and the fact that I paid out of pocket for the sensors THAT ARENT WORKING without WIFI. I am not seeking a refund for anything, just seeking no termination fee. This company utilizes bad business practices to make sales, utilizing lies and scare tactics and then they leave the customer hanging with threats of sending them to collections if early termination fee isn’t paid.

  

  Business Response

  Date: 05/23/2025

  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. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we are committed to addressing any of the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and are working with the customer directly to address her concerns. After reviewing the account records, we have been unable to locate any evidence to support the customer’s allegations. In efforts to address the concerns listed within the complaint, Safe Haven has escalated this matter internally with sales management.
  
  Safe Haven customer support has assured the customer that a member of sales management will be contacting her within 24 to 48 hours (not including holidays). We kindly ask that the customer allow 24 to 48 business hours to hear from management. At this time, if the customer would like to terminate the monitoring services, they would be subject to the terms and conditions signed. Please note: the complainant listed is not the account holder and ultimately the account holder signed that they read and understood the Alarm Services Contract. We thank the customer for their patience throughout this process and hope we’re able to come to an amicable resolution for both parties involved.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the rejection. The email
  address on file matches the primary’s listed. Based on the additional remarks
  made by the complainant, it would seem that she has admitted to authenticating
  the signature on behalf of the primary given the authentication captured which
  implied she had authorization to do so. With this admission, is the complainant
  stating that she knowingly authenticated the primary’s signature without
  authorization?
  
  Further, the Contract is titled and
  explicitly states, ALARM SERVICES CONTRACT (“CONTRACT”) at the top of the
  document in bold writing and references that it is a contract with terms in
  multiple areas of the first page before and after the areas in which initials are
  required to be placed. While the complainant has asserted she was told it was a
  “work order”, she has also inadvertently admitted to failing to read what she
  signed which further undercuts the details of the complaint. Safe Haven
  provided all necessary information 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 primary had every
  right to enforce his right to cancel within the designated time and failed to
  do so. Safe Haven has not serviced the system or been to the residence since the
  installation occurred. If the complainant is experiencing any service-related
  issues, we kindly encourage her to contact our customer support team to
  schedule a service/technical support appointment. Should she wish to forgo
  servicing and want assistance with terminating the account, she will be subject
  to early termination fees. Safe Haven customer support can be reached Monday
  through Friday at ************, 8 A.M. to 7 P.M. Central Standard Time.
  
  We thank you for your time.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business promises to handle all tech problems online, but it doesn't. It just says that a technician needs to physically come out and the cost for that is exorbitant. The fee must be paid ahead of time. Therefore if the first tech can't fix it, you're getting charged again.

  

  Business Response

  Date: 05/20/2025

  Dear
  Better Business Bureau,
  
  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint submitted by the customer. First and foremost, Safe
  Haven would like to issue an apology for any inconvenience or frustrations
  endured throughout this experience. Our goal is to provide excellent customer service,
  and we are committed to addressing any of the issues outlined within the
  complaint.
  
  Safe
  Haven wants to assure the Better Business Bureau that we appreciate the
  customer’s feedback and look forward to resolving this matter quickly. However, Safe
  Haven has been unable to locate any evidence to support the customer’s
  allegations After reviewing the account records, we were unable to identify the
  complainant’s name listed as an authorized user to discuss account information
  with.
  
  We
  value our customers’ privacy and at this time we encourage the complainant to
  contact the account holder to name them as an authorized user on the account so
  that we may address the concerns listed within the complaint. The account
  holder may contact Safe Haven customer service Monday through Friday, 8 A.M. to
  7 P.M. Central Standard Time at *************
  
  Thank
  you for your time and consideration.
  
  Sincerely,
  Safe
  Haven Security Services, LLC.

• Initial Complaint

  Date:05/15/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ***equences of early termination.
  
  I believe that Safe Haven Security engaged in deceptive sales practices by failing to clearly disclose the termination fee upfront. They verbally assured me that cancellation was possible without penalty but did not mention the exorbitant termination fee that contradicts their verbal statements. This practice is not only misleading but also unethical and potentially violates consumer protection laws.

  

  Business Response

  Date: 05/15/2025

  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: 05/15/2025

  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 strives for an excellent customer experience, and we apologize for any frustrations the customer may have endured throughout this time. Respectfully, Safe Haven disagrees with the customer’s characterization events and would like to take this opportunity to provide additional clarity.
  
  Safe Haven attempts to maintain transparency throughout the entire sales process and adheres to all consumer protection laws. It is important to note, Safe Haven provides all the necessary information upfront for the customer to review. As a consumer, it is at their discretion to read and review any document provided that requires their signature, specifically their authorization of reading and understanding the terms. The time permitted to enforce a penalty-free cancellation is detailed and disclosed on its own document for the customer’s review. We do not intrude on this right or prevent the customer from enforcing it, as it simply requires the consumer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation within the designated time period.
  
  Please note, Safe Haven received a cancellation request from the customer during the designated rescission period on 4/29/2025. Consequently, when the customer asked if there was a fee to cancel, he advised there was not a fee. However, the customer called Safe Haven back the same day to retract his cancellation, but Safe Haven did not mention an early termination fee being waived for the entirety of his Contract, it was only specific to the designated time within his rescission period.
  
  As a result, when the customer contacted Safe Haven on May 14, 2025, to request a cancellation he was no longer within his rescission period and subject to the early termination fees. The customer referenced the last time he cancelled he didn’t owe anything, but Safe Haven reminded him that his initial request occurred during the 3-day rescission period. The customer stated he was told that he could cancel at any time and Safe Haven confirmed that he could cancel at any time of his choosing, however, in the event a request to cancel occurred outside the designated rescission period, he would be subject to the terms and conditions he signed.
  
  Given the above, Safe Haven is unable to waive early termination fees for the customer. Safe Haven provided all necessary information upfront and the customer signed he read and understood all terms provided. If the customer would like to move forward with his cancellation request, he will be subject to the early termination fees. Safe Haven encourages the customer to contact us directly at 844-413-1920, Monday through Friday 8 A.M. to 7 P.M.
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/12/2025

  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. 

  I’ve also received confirmation from Safe Haven Security that my contract has been canceled without early termination fees, that equipment removal has been scheduled, and that a refund of the activation fees will be issued following the removal.
  
  Additionally, I confirmed the cancellation has been processed with the monitoring provider, and Safe Haven has stated that my account will reflect a zero balance with no further billing or collection activity.
  
  I am satisfied with this resolution and, assuming all agreed terms are fulfilled as outlined, I will not pursue any further legal action or complaints related to this matter.
  
  I appreciate the BBB’s support in helping facilitate a fair and professional resolution.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 05/13/2025

  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. We take the customers’ 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 we have been unable to identify any evidence to substantiate the allegations made throughout the complaint. Safe Haven makes a conscious effort to maintain transparency throughout the entire sales process to  ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven.The customer’s complaint alleges the installation technician failed to disclose the terms and conditions that he signed, however, the evidence does not substantiate these allegations for several reasons.
  
  First, we want to assure the Better Business Bureau that Safe Haven follows all necessary procedures to ensure that customers are given an ample amount of time to thoroughly review the agreement. As a consumer, it is at their discretion to read and review any document provided that requires their signature, specifically their authorization of reading and understanding the terms. The customer willingly entered into a 36-month Alarm Services Contract (“the Contract”) on April 30, 2025 and authenticated his signature through a security encrypted electronic signature process. By doing so, he confirmed he read and understood the terms of the Contract, including the term length and the early termination fees applicable in the event a cancellation occurred prior to fulfillment of the term length. The moment the customer authenticated their signature they had a copy of the contract in their possession as it was emailed to the designated email address on file.
  
  Second, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce this right. We do 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. 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 they signed. (See page 5, term 2)
  
  Third, Safe Haven did not receive a signed Notice of Cancellation within the rescission period, nor did the customer attempt to contact Safe Haven to voice their concerns. Should there have been any concerns about the collection of necessary documents during the installation at the lengths in which the customer has described within the complaint, the customer had ample opportunity to contact Safe Haven, but failed to do so. Instead, the customer first made any mention of dissatisfaction or alleged misrepresentation until May 12, 2025.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part. The Contract on file was signed and authenticated electronically through the customer’s personal email address with a copy provided immediately during the installation. Due to the validity of the Contract, the customer would be subject to the early termination fee terms. The details of this can be found within section 2 on page 5 of the Contract.
  
  At this time, if the customer wishes to terminate the monitoring services, he would be subject to the early termination fees. We understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions the customer signed. Safe Haven kindly invites the customer to contact us directly to make payment arrangements in order to honor his request. Safe Haven can be reached Monday through Friday, 8 AM-7 PM Central Standard Time at 844-413-1920. The customer may contact us directly if he has any additional questions or concerns, as we would be happy to assist him with anything further.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.
  

  

  Business Response

  Date: 05/15/2025

  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 Safe Haven respectfully disagrees with the complainant’s characterization of the allegations.  Safe Haven attempts to maintain transparency throughout the entire sales process and adheres to all federal and state consumer protection laws.
   
  Importantly, the information is provided in writing after any interactions to ensure the customer can make a well-informed decision to move forward. Consequently, should there be any discrepancies between what is discussed, the customer has 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.
   
  Furthermore, Safe Haven understands the importance of full transparency of the Alarm Services Contract (the Contract) and a customary rescission period is provided 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 terms provided or that the customer had the terms within the 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.
   
  Nevertheless, Safe Haven strives for customer satisfaction and would like to resolve this matter amicably. Without in any way admitting any wrongdoing or liability, Safe Haven will agree to terminate the Contract without requiring the customer to pay any early termination fees, which otherwise he would be subject to under Section 2 page 5 of the Contract. In exchange, Safe Haven will require the customer to release any claims against Safe Haven and dismiss any legal actions prematurely filed. A member of Safe Haven’s escalations team will be reaching out to confirm. If you agree to these terms, Safe Haven will provide you with a written agreement to sign, assist you with cancelling the monitoring services through ADT, reduce the balances on the account to zero, and release you from any obligation to pay any further amounts.
   
  We believe this offer represents a very fair resolution, and we are hopeful that we can resolve this matter quickly before any further proceedings are filed. We thank you for your time and appreciate your consideration.
   
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/07/2025

  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.

  
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *******

  I was not offered a carbon monoxide monitor "Free of Charge" I did cancel, and was promised that Safe Haven would make it right. By the time they came back out and lead me to believe that my house was fully protected, the 3 day window of cancellation was over. I gave them many opportunities to "make it right"...the make it right always came with a hefty price!! There was no recordings when they spoke to me on their private cell phone number or in my home. As I said, it would has only been 30 days. If Safe Haven had any kind of concern for their customers, they would allow me to cancel the contract, as I tried to do in the beginning and was lied to. I will also be filing a complaint with ADT. Safe Haven being a "rep" for ADT I am sure they do not look kindly on bad business practices.

   

  What a HORRIBLE company!!!!!!!!!!!!!!!!

  break, assuring me that my house was protected. When one of my sensors went out and Josh came out is when I found out that several of my windows did not have any protection at all, and was told that it would cost me between $800 and $1000 for them to do that. It has only been one month since I moved into my house. Safe Haven is not ADT they put in ADT products and try to make as much money as they can by not protecting your house ....except for a very hefty price! The customer does not realize that until the contract is signed. I want to be released from my contract so I can get ADT in my home to protect it. I have been an ADT customer for over 15 years. I was also promised a carbon monoxide detector, only to find out that it would cost me several hundred dollars. This company is HORRIBLE!!! I want out of my contract!

  

  Business Response

  Date: 05/07/2025

  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 concerns detailed within the complaint seriously, and as a result, we have thoroughly investigated this matter. Safe Haven would like to take this opportunity to provide additional clarity.
  
  First and foremost, Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. The customer entered into an Alarm Services Contract (“the Contract”) with a 36-month term on April 1, 2025, which included a Notice of Cancellation page.
  
  Second, 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 that permits the customer to have early termination fees waived within the designated time period.
  
  Third, the customer spoke with the sales representative on a recorded line and expressed her wishes to enforce her right to cancel on April 2, 2025. In efforts to retain the customer’s business, the sales representative offered to refund the customer’s activation fee in the amount of $149, provide an additional glass break sensor valued at $219, and two (2) additional door sensors valued together at $250. At no point when the customer confirmed the retention offer did the sales representative offer an additional carbon monoxide sensor which further undercuts the allegations listed against the sales representative.
  
  As a result, the customer accepted a retention offer forgoing the cancellation request and scheduled a return installation on April 3, 2025. The additional equipment agreed was installed and the activation fee the customer paid upfront was refunded back to the original payment method used. Please note, when the customer accepted the retention offer, it was well within the rescission period. The customer’s rescission period ended at midnight of April 4, 2025. If the customer had additional concerns at the lengths she has detailed within the complaint, she still had ample opportunity to send in a signed Notice of Cancellation page or contact Safe Haven but failed to do so.
  
  Given the above, Safe Haven is unable to waive the early termination fee. While we acknowledge our decision may be unfavorable to the customer, Safe Haven is upholding the Contract she signed. If the customer would like to move forward with cancellation, she will be subject to the early termination fees. (See page 5, term 2). Safe Haven kindly encourages the customer to contact us directly at 844-413-1920, Monday through Friday 8AM to 7PM Central Standard Time.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 05/13/2025

  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 it is important to note the Alarm Services Contract (the Contract) the customer signed specifically pertains to the alarm monitoring services, not any one specific device. Please note, the customer’s initial complaint stated, “I was also promised a carbon monoxide detector, only to find out that it would cost me several hundred dollars.”
  
  After reviewing the customer’s rejection response, the statements included above are contradictory to one another. Our carbon monoxide detectors are priced at $219, and a customer may purchase any equipment that Safe Haven offers at their own discretion. Prior to the installation, the customer confirms the equipment included in their package. The phrase “fully protected” is subjective, however, the customer may protect their home to their liking and purchase additional equipment if they feel the equipment included in the sales package and retention offer were no longer sufficient.
  
  Importantly, Safe Haven’s attempt at “making it right” was the retention offer accepted on April 2, 2025, and installed on April 3, 2025, as described in our initial response. We previously noted the efforts made in addition to the timeline it was accepted which further undercuts the customer’s remarks that she was outside the rescission period to enforce her right to cancel after the retention offer was accepted because her rescission period ended at midnight of April 4,2025.
  
  At this time, if the customer would like to terminate the Contract, she would be subject to the associated fees. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions they signed. Safe Haven kindly encourages the customer to utilize the previous contact information if she would like to move forward with the cancellation process.
  
  Thank you for your time,
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:04/30/2025

  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.

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

  

  Business Response

  Date: 05/01/2025

  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 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 events that transpired while the account was active. Safe Haven would like to take this opportunity to provide additional clarity.

  After reviewing the account, Safe Haven attempted to notify the customer regarding the account balance on thirteen different occasions. The customer’s account fell delinquent in July 2024 and was not brought current over five months. As a result, the account was terminated for non-payment with the remaining balance of the 36-month Alarm Services Contract ("the Contract") due.

  Given the above, Safe Haven denies that there was any wrongdoing on its part. Unfortunately, Safe Haven does not have any oversight over ADT’s billing methods, however, we do understand that in the event a customer is unable to pay utilizing the online portal they may also contact ADT Billing directly to make payments. Should there have been any concerns at the lengths at which the customer has alleged, he had ample opportunity to respond to any of Safe Haven’s billing notices or contact ADT directly to bring the account current, but failed to do so. Once the account was terminated for non-payment, the customer was subject to the early termination fees outlined on page 5, section 2 of the Contract he signed.

  At this time, the collection status and the remaining balance owed are valid. Safe Haven strongly encourages the customer to contact the collection agency to fulfill the remaining balance owed to avoid any further collections efforts. Additionally, we would kindly request the customer redirect any concerns related to the accessibility of paying his bill when services were active towards ADT corporate. ADT has oversight of billing and cancellations, and they will be able to address the concerns raised.

  We appreciate your time and thank you for your understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC