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:06/23/2025

  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.

  On November 12, 2024, I signed a home security contract with Safe Haven Security (ADT dealer). The following day, November 13, I submitted a signed cancellation using their official form, fully within the 3-day cancellation window protected under the FTC’s Cooling-Off Rule (16 CFR § 429) and New Jersey law (N.J.A.C. 13:45A-2.2).
  
  Despite that, Safe Haven rejected my cancellation, improperly claimed I owed a $1,633.25 early termination fee, and later inflated that to $1,746.43 without documentation. I disputed the debt in writing on January 15 and again by certified mail on May 12, 2025. Safe Haven never responded with proper validation under the FDCPA (15 U.S.C. § 1692g), and instead sent the account to ****** * ***** for collection.
  
  They have ignored multiple cease-and-desist requests and continue to contact me. I have also received voicemails from ADT’s representatives — after requesting all communications be in writing — violating FDCPA § 805(c). These calls continue despite repeated written objections.
  
  Safe Haven also failed to retrieve the security equipment they installed on my property, despite formal requests, which may constitute abandonment or trespass under NJ property law.
  
  This situation has caused significant stress, wasted time, and risk to my credit. I’m seeking immediate resolution.

  

  Business Response

  Date: 06/24/2025

  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 and reaching out to ADT
  regarding their account records, Safe Haven respectfully disagrees with the customer’s
  characterization of events. The customer’s customary rescission period was
  defined within the Alarm Services Contract (“the Contract”) the customer signed
  on November 12, 2024. Within the Contract signed, the Notice of Cancellation 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.
  Further, Safe Haven nor ADT have a record of receiving a notice
  of cancellation anytime within the required time. Safe Haven has records of
  communicating with the customer regarding connecting his mobile application
  from November 26, 2024, to 12/4/2025. It wasn’t until December 4, 2024, that
  Safe Haven was made aware of the customer’s request to cancel. ADT also
  confirmed their first notice of any cancellation request from the customer occurred
  on December 12, 2024. This information undercuts the customer’s previous
  allegations of issuing cancellation request within the eligible time.

  Given the above, Safe Haven is unwilling to release the customer
  from the associated early termination fees. (See page 5, section 2) A customer
  may cancel at any time, however, should their request to cancel occur outside the
  designated time, they will be subject to the early termination fees. Safe Haven
  previously advised the customer of this information, and the customer issued a partial
  chargeback to his credit card company for the activation fees. When those
  actions were taken, Safe Haven made an effort to advise the customer of the
  remaining balance due in addition to the early termination fees, but all
  efforts to fulfill the account balance were declined.

  As a result, the account was cancelled with a remaining balance
  due and the balance owed was sent to our collections agency for further collection
  efforts. At this time, the account status and balanced owed are valid. Safe
  Haven has made a conscious effort to be transparent with the customer
  throughout the entire sales process and while we understand our decision may be
  unfavorable to the customer, it is final. We kindly encourage the customer to contact
  collections directly to fulfill the remaining balance owed.
  We thank you for your time and appreciate your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 06/25/2025

  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 maintains transparency throughout the entire sales process and adheres to all federal and state consumer protection laws.
  
  At this time, our decision remains the same. The account balance and collection status of the account are valid. We kindly encourage the customer to return communication efforts made by the collections team to fulfill the remaining balance owed.
  
  We thank you for your time and appreciate your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 06/26/2025

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

  Safe Haven Security’s continued refusal to acknowledge the facts and law that govern this matter. Their response offers no new information, fails to address the specific legal violations outlined in my prior statements, and ignores their obligations under federal and state law.

  
  

  To date, they have:

  
  

  • Refused to honor a valid cancellation submitted on November 13, 2024, within the FTC Cooling-Off Rule period (16 CFR § 429) and NJAC 13:45A-2.2.

  
  

  • Inflated a balance from $1,633.25 to $1,746.43 without explanation or documentation (FDCPA § 807).

  
  

  • Failed to respond to certified written disputes (Jan 15, May 12), violating FDCPA § 809(b).

  
  

  • Permitted agents to leave multiple voicemails after formal written cease-and-desist instructions, violating FDCPA § 805(c).

  
  

  • Refused to remove equipment from my property, despite multiple requests — raising legal issues of abandonment and conversion.

  
  

  
  

  Their claim that “the account balance and collection status are valid” is conclusory and unsupported by evidence. The ongoing refusal to validate the debt, acknowledge statutory obligations, or retrieve installed equipment reflects a broader pattern of disregard for consumer rights.

  
  

  As such, I consider this matter unresolved. I will continue to pursue relief through the New Jersey Division of Consumer Affairs, the Consumer Financial Protection Bureau, the Federal Trade Commission, and legal counsel if needed.

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

• Initial Complaint

  Date:06/23/2025

  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.

  CURRENT COMPLAINT * ********
  I filed a complaint against Safe Haven Security Services and it was sent to the Georgia office. They closed the complaint within 7 days without any action. I'm refilling the same complaint and sending it to Safe Haven Security Services INC in Kansas City MO. This is their corporate office. Please send my complaint to them.

  

  Business Response

  Date: 06/24/2025

  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.

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our Affiliate Escalations team. A member of their team previously advised the customer Safe Haven was unable to move forward with installing monitoring services due to a notice from ADT Corporate. The customer initiated services with ADT and cancelled them before term causing ADT to place a marker on the account that does not allow an Authorized Dealer to install monitoring services on account previously cancelled. Safe Haven was permitted to provide Builder Awareness services for $19.99 a month and advised the customer of this previously.

  At this time, Safe Haven has issued a notice to the Affiliate Escalations team to reach out to the customer to address the complaint concerns and reiterate the information previously provided as to why we were unable to provide monitoring services. Safe Haven thanks the customer for their time, and we look forward to providing additional clarity.
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 06/24/2025

  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. The information provided regarding cancellation efforts was provided directly from ADT. Safe Haven clarified our records do not reflect any cancellation within the designated time frame nor did ADT's. Additionally, Safe Haven has assisted the customer and attempted to have a member of our Affiliate Division Escalations team located at the corporate offices was notified to reach out to the customer to address concerns and the customer misidentified him as a call center representative and declined his efforts.
  
  Further, Safe Haven’s Affiliate Escalation team member notified the technician manager that was onsite when Safe Haven visited the residence back in March 2025, and the technician manager advised he would be happy to reach out to the customer to address her concerns. Safe Haven kindly requests the customer to allow 48 business hours to reach out to her.
  
  Safe Haven looks forward to helping provide additional clarity to the customer, and we thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because:
  
  I am meeting with a tech named Tim tomorrow 26 June 2025. He is supposed to connect my kitchen light, two auto plugs, my garage and install a wedge on my doorbell and check as to why the door bell doesn't work. 

  I would like for you to address my request for a refund for (now) four months of monitor service since I was paying for a service I was not receiving. And refund for the monitor panel that I paid for because technician Chance purposely broke mine by breaking a solder on the motherboard.
  
  Sincerely,
  
  
  
  ***** *******

• 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.

  Safe Haven security is a third party authorized dealer of ADT. They have been to my home 12 times to “fix” issues with cameras and keypad door locks not working. I know it is the 12th time because they have it in their records. So do I and It’s never actually fixed though. As soon as they leave, we have yet another problem. We do not feel safe inside our own home because Safe Haven cannot seem to install properly and uses faulty equipment, which I’ve heard them say out loud, when they thought I wasn’t listening. They refuse to offer anything in return for our struggles. Not an extra camera, a motion sensor, or at minimum reduce our monthly costs. We have asked to be released from the contract without having to go the legal way, though it appears the legal route is the only option at this point.

  

  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.
  

  Customer Answer

  Date: 06/26/2025

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

• 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:06/05/2025

  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.

  Canceled service less than 6 months of initiating service ( May 6th 2025) and I’ve been billed the cancellation fee despite canceling within the advertised grace period and I’ve been billed additional months after cancellation. I’ve tried to contact them as well as Safehaven to reach a resolution without success. I’m looking to confirm cancellation and recoup any monies spent post cancellation.

  

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  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 allegations
  seriously, and as a result, we have thoroughly investigated this matter and
  would like to take this opportunity to provide additional clarity.
  
  After reviewing the Alarm Services Contract “the Contract”,
  Safe Haven has not identified any evidence to substantiate the customer’s
  allegations. The customer entered into an Alarm Services Contract (“the
  Contract”) on April 23, 2025. When the customer signed the contract, they
  acknowledged understanding the rescission period details on pages 10 & 11,
  that explicitly state the last date to cancel without early termination fees
  was midnight of April 26, 2025, which is contradictory to the customer’s
  remarks alleging a six-month cancellation time frame is advertised.
  
  Additionally, Safe Haven makes a conscious effort to maintain
  transparency and ensure that our customers fully understand the terms and
  conditions of any agreement they enter into with Safe Haven, specifically the
  rescission period utilized to enforce a cancellation without early termination
  fees and the terms related to early termination. The customer was sent a copy of the Contract to the designated
  email address on file the moment it was signed with time stamp and date
  analytics. Page 5 paragraph 2, explicitly expresses that if the customer
  terminates the Contract during the initial 36-month term they will be responsible
  for paying 75% of the remaining total monthly service charges. This documentation
  further undercuts the allegations made within the complaint.
  
  As a result, Safe Haven is unable to allow the customer to
  cancel without an early termination fee or issues any refunds. The customer was provided all
  necessary information upfront and failed to exercise their right to cancel without
  an early termination fee within the designated time. Safe Haven values customer
  satisfaction and although the customer no longer wants a business relationship,
  we are happy to help assist the customer with their cancellation request.
  Customers may cancel at any time of their choosing, however, in the event a
  customer requests to cancel outside the designated rescission period, they are
  subject to the terms and conditions of the Contract referenced above. The
  customer may contact us directly at 844-413-1920, Monday through Friday 8AM to
  7PM central time. Should the customer be unable to reach us by phone, they may
  also contact us by email at *******************************.
  
  Thank you for your time and 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.

  Portland Branch
  
  Door to door salesman ******* sold us a package that didn't materialize. Said we would recieve $15/month off insurance to offset rate down to ~$50/month. The insurance company offer no such discount, but of course the deal he was running was for that day only (classic high pressure tactics). Hardware listing/prices/funcionality were misrepresented between salesman and installers, and I was even told by the tech manager that is by design. Salesman told us there was a 6 month money back guarantee if we weren't happy with the service, so after having the system less than a week, I call serivce department to cancel and they tell me that the guarantee is only for hardware related issues pending multiple stipulations, and that I had missed the 3 day cancellation grace period (which salesman did NOT disclose) by 24 hours, and was unwilling to help at all, and told me the only thing I could do was pay ~$1700 to terminate the contract. When I went back to salesman he refused 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

  Customer Answer

  Date: 06/01/2025

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

  

  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:05/27/2025

  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.

  Safe Haven (ADT authorized dealer) came to set up a security system in my home a month ago. I was told by the technician that came out that the purchase of the home came with $1,000 worth of free equipment. Upon his visit, he aggressively tried to sell me other equipment. I purchased other security equipment and was told that was all. He sent me the contract and told me that I can cancel it whenever I wanted to. Well, that was a lie. There have been ongoing glitches since I've had the equipment. I have contacted customer service numerous times and numerous techs have came out and said they didn't know how to fix the problem. The tech manager Neil even came out and as of date, my security panel still does not work. I called customer service and to my surprise was told that I unknowingly signed a 36 month contract and would have to pay for all of the months if I wanted to cancel. I was also told that I'll be charged $60 for any future tech visits, gaslighting me and saying there are no problems with my system, refusing to return my calls, and refusing to let me out of my contract without penalty. I was also told that from now on if I want a tech to come out I have to pay $60 each time even though the issues are with their equipment/system and they have never resolved them. I have also emailed Neil, the tech manager, and there has been no response. The last few times I've tried to reach them their automated system disconnected my call. I was only able to get through by calling ADT and being transferred. After all this I have asked to be let out of my contract without early termination fees and they have refused. ADT says there's nothing they can do because Safe Haven holds my contract. I am disgusted with their lack of professionalism and accountability, disinterest in the safety risks these glitches pose. to my young son and me, and their unwillingness to fix the problems or let me out of my contract. This company is a scam and are stealing money from people.

  

  Business Response

  Date: 05/27/2025

  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 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 is taken to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. All necessary information is provided upfront for the customer review. When the customer signed the Contract, she acknowledged that she read and understood the terms and conditions, specifically the 36-month term and the right of rescission. 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 which is contradicting to the complaint allegations.

  Additionally, the time permitted to enforce a cancellation without early termination fees is detailed and disclosed in 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 customer to sign and date the Notice of Cancellation document within the designated time and send it to the designated address listed. Please note: customers may cancel at any time of their choosing, however, in the event a customer request to cancel outside the designated rescission period, they are subject to the terms and conditions of the Contract. (See page 5, term 2) The customer had every right to enforce her right to cancel within the rescission period but failed to do so.

  Furthermore, the terms explicitly clarify the customer’s responsibility 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.) and their responsibility to provide compatible Internet connectivity. The Broadband Rider included within the contract further defines the telecommunications functionalities (“Telco Requirements”) required for the monitoring services the customer elected. When the customer signed the Broadband Rider, she agreed that it was her sole responsibility to uphold the Telco Requirements in addition to the terms defined on pages 6-9 under, “WARRANTY EXCLUSIONS”, “ALARM SYSTEM COMMUNICATION”, and “DELAYS” which further undercut the complaint details.

  Consequently, any interruptions with Internet Connectivity or Wi-Fi that do not pertain to the function of the operating system is at the customer’s responsibility to resolve, not Safe Haven. We acknowledge that the customer has experienced issues with Internet connectivity within the home, however it does not deem the system inoperable or eligible to have non-warrantied service trip fees waived. The customer is currently within her 90-day warranty period, which allows her to schedule service visits under warranty without a trip fee or technical support over the phone. In both cases, the customer has been able to utilize both, and we are happy to help continue assisting her through these methods.

  At this time, Safe Haven kindly encourages the customer to contact our customer support team if she is experiencing any services related issues under warranty. Should the customer wish to forgo servicing or technical support and want to cancel she will be subject to the early termination fees. Safe Haven can be reached at ************* Monday through Friday 8 AM to 7 PM Central Standard Time.

  
  Thank you for your consideration.

   

  Sincerely,

  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 05/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have reached out to Safe Haven on multiple occasions and there still has been no resolution to the problem. Several technicians that have came out has deemed my internet to be working and said it was something wrong with the panel. No one from Safe Haven has reached back out to me (as promised) to resolve the issue. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 05/27/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, however, we respectfully disagree with the customer’s remarks.  
  
  Safe Haven has spoken with the customer on multiple occasions and has attempted to provide resolution assistance within the bounds of the Contract. Safe Haven last spoke with the customer on May 22, 2025, and assisted the customer with troubleshooting of the system. We have previously advised the customer that a manager would look into additional research and would follow back up with her, however he did not provide a specific day or time that he would reach out. It has been less than 48 business hours since Safe Haven spoke with the customer. (holidays and weekends not included)
  
  At this time, Safe Haven has sent an additional update request to technical support and the technician manager in the area to contact the customer directly. Safe Haven kindly requests the customer to allow Safe Haven technical assistance to contact her directly within the next 24 hours. Should the customer wish to forgo technical assistance and want to cancel she will be subject to the early termination fees. Safe Haven can be reached at ************, Monday through Friday 8 AM to 7 PM Central Standard Time.
  
  Thank you for your patience and understanding.
  
  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.

  On April 18, 2025, I had Safe Haven come out as an authorized dealer for ADT to provide a security sales pitch on my brand new house. The products offered included window sensors, a smoke detector, security control panel and cameras on the exterior of my home to include a door bell camera. The total of these products exceeded 2,000 dollars. I was told that per contract, I had 3 days to determine if I wanted to keep the system, or return it for a full refund. After the 3 days, I found that one of my cameras was not functioning properly. I had a technician come out on May 10, 2025 to look at my system to test the signal strength as ironically everything was on. The cameras were found to have weak signal and I was instructed to purchase an extender. The extender came the following day and was self installed with no issue. Again, the camera went offline and would not turn back on. On 05/12/2025 my ring camera also turned off and wouldnt come back online. I reached out to Safe Haven to demand 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.

  Customer Answer

  Date: 05/27/2025

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

  

  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.

  Sales person sold me on this alarm system through fear tactics telling me my neighborhood was dangerous. As a new Oklahoma City resident who had just moved here literally the day prior, as well as a new single mother of a three month old, I was persuaded out of fear and further sold by the sales person offering “vouchers” for free sensors that would make the installation “completely free…you just have to pay the monthly fee”. I was never told about there being a 3 year contract or about any installation fee. When the installer came to my home, I was told that I was signing a work order. I informed him that I did not have wifi internet at my residence. He told me that this would not cause any issues. As such, the document I was signing would not fully load. I was told not to worry about this, that I should just sign, and again that I was not required to have the internet to have the service. This was completely untrue! My system has not been working properly since installation, and ADT 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.

  Customer Answer

  Date: 06/02/2025

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

• 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.