Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/08/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services,
  LLC’s (“Safe Haven”) formal response to the complaint made by the customer.
  Safe Haven sets a high standard for itself, and we are truly sorry to hear that
  this standard was not met in the customer’s experience with us. We take the
  customer’s allegations seriously, and as a result, we have thoroughly
  investigated this matter and would like to take this opportunity to address the
  customer’s concerns.
  
  Respectfully, throughout our investigation, Safe Haven has
  not identified any evidence to substantiate the customer’s allegations. Safe
  Haven makes a conscious effort to maintain transparency and ensure that our
  customers fully understand the terms and conditions of any agreement they enter
  into with Safe Haven, specifically the term length, and the rescission period
  utilized to enforce a cancellation without any fees. Please note, the customer
  was installed in August 2024 and did not contact Safe Haven at any time voicing
  the concerns listed within the complaint. Safe Haven’s first and only
  communication received from the customer post-installation was ten months after
  the fact beginning in June 2025.
  
  Additionally, Safe Haven provided a customary rescission
  period outlined within the Alarm Services Contract (the “Contract”) on its own
  page. The Notice of Cancellation page provides explicit details of the 3-day
  rescission period and the steps to enforce this right. Safe Haven does not intrude on this
  right or prevent the customer from enforcing it, as it simply requires the customer
  to sign and date the Notice of Cancellation page opting to exercise a cancellation
  within the designated time period without the associated costs.(See page 5,
  term 2)
  
  As a result, when the customer signed the Contract, he acknowledged that
  they read and understood the terms and conditions, which is contradictory to
  the customer’s remarks alleging he was unaware of the 36-month term or cancellation
  fee. The certificate of completion page also details time stamp and date
  analytics of when the customer was sent the Contract, viewed it, and signed it.
  This documentation provides compelling evidence undercutting the allegations
  against the sales representative and the installation technician.
  
  Given the above, the Contract on file is valid. While we understand
  our decision may be unfavorable to the customer, we are upholding the terms
  signed. Safe Haven provided all necessary information upfront for the customer
  to review. Whether the customer read the information provided, does not negate
  that the information was accessible the moment the Contract was signed.
  
  At this time, if the customer would like to terminate their services,
  they would be subject to the early termination fees. We kindly encourage the
  customer to contact us once they are ready to make the necessary arrangements
  to process their cancellation request. Safe Haven can be reached Monday through
  Friday, 8 AM to 7 PM Central Standard Time at *************
  
  We thank you for your time and consideration.
  
  Sincerely,

  

  Business Response

  Date: 07/15/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We
  understand the customer’s dissatisfaction with the previous response, but our
  decision remains the same.
  
  The customer was provided with all
  necessary information upfront to make a well-informed decision to move forward well
  after any conversation had with the sales representative. Consequently, should
  there have been any discrepancies regarding the terms signed, the customer had
  every right not to move forward. In this case, the customer chose to move
  forward during the installation when providing a signature agreeing to the
  terms detailed for his review and opted out of utilizing the 3-day rescission
  period outlined within the terms he signed.
  
  Nevertheless, Safe Haven strives
  for customer satisfaction and understands the customer no longer wants the
  services. If the customer would like to move forward with termination of the
  services, Safe Haven is happy to assist them with the cancellation process and
  the associated fees with early termination. The customer may contact Safe Haven
  to make the necessary arrangements. Safe Haven can be reached at *************
  Our office hours are Monday through Friday, 8 AM to 7 PM Central Standard Time.
  
  Thank you for your time and
  consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 07/16/2025

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

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received half install on June 7, 2025. When the technician came out to install he was made aware that I did not have internet service as I had just signed the paperwork to my new home. He was also made aware that we would not be moving in until June 13, 2025 as we were waiting for our children to finish out the school year before moving.
  
  I recently tried calling to cancel service with so called ADT and was forwarded to SafeHaven and was told that they were the "authorized dealer" that we had set up with. I was not made aware that they were a authorized dealer or I would have never went through with the service as I have had issues in the past using a authorized dealer.
  
  When I spoke to someone from SafeHaven they told me that I would have to pay 75% of my payment in order to get out of the contract. They told me it was a 3 day buyers remorse cause in the contract. The contract started the day the installer came out which he had to come back out because like I said we had not moved in and set up any internet service. We added internet on June 21, 2025. So, even if I was displeased with full service at this point I could not get out of the contract. I did not actually get the full function of the system until the 21st. The system was installed with no way of monitoring it for almost 2 weeks before we could get any benefits from the system. The installer should have not installed the system in that case of us not having internet access because the day he came out and installed it was the day the contract started.
  
  My question is how can you install half a system and be responsible to pay fully when you are not getting the full benefits of that system.
  
  I called to cancel my contract on the 28th of June and was passed back and forth 3 times between the actual ADT and SafeHaven. I should not have a penalty against me if I never had actually full service for a full 2 weeks and a week of that nobody was in the home. Businesses should not take full advantage of people

  

  Business Response

  Date: 07/09/2025

  Dear Better Business Bureau,

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

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

  Importantly, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce this right. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the Notice of Cancellation document opting to exercise a cancellation without Early Termination Fees within the designated time period. (See page 5, section 2)
  
  When the customer signed the Contract, they acknowledged that they read and understood the terms and conditions, which is contradictory to the customer’s remarks alleging he was unaware he was working with an Authorized Dealer or fees assessed with early termination. The information in question can all be found within the first page of the Contract in areas designated in proximity to the customer’s initials. Safe Haven’s name and Authorized Dealer status can be found in six (6) places just within the header of the first page of the contract and consistently throughout the entire page agreement, more specifically right above the customer’s initials on the first page in bold writing that states, “AUTHORIZED DEALER IS NOT AN AGENT OF ADT”. This documentation provides compelling evidence undercutting the allegations against the sales representative.
  
  Further, within the Contract the customer signed a Broadband Rider defining the telecommunications functionalities (“Telco Requirements”) required for the monitoring services elected. When the customer signed the Broadband Rider, they agreed that it was their sole responsibility to uphold the Telco Requirements in addition to the terms referenced above. Those terms can be defined further on pages 6-8 under, “WARRANTY EXCLUSIONS” and “DEALER EQUIPMENT COMMUNICATION”.

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

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

  Customer Answer

  Date: 07/09/2025

  I hit submit by accident before I could explain my issues with safe heaven services. 

  

  Business Response

  Date: 07/10/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We
  understand the customer’s dissatisfaction with the previous response, but our
  decision remains the same.
  
  The customer was provided with all
  necessary information upfront to make a well-informed decision to move forward.
  Consequently, should there have been any discrepancies regarding the company,
  or the term signed, the customer had every right not to move forward. In this
  case, the customer chose to move forward and provided a signature agreeing to
  the terms detailed for his review.
  
  Nevertheless, Safe Haven strives
  for customer satisfaction and understands the customer no longer wants the
  services. If the customer would like to move forward with termination of the
  services, Safe Haven is happy to assist them with the cancellation process and
  the associated fees with early termination. The customer may contact Safe Haven
  to make the necessary arrangements. Safe Haven can be reached at ************.
  Our office hours are Monday through Friday, 8 AM to 7 PM Central Standard Time.
  
  Thank you for your time and consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,

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

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

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

• Initial Complaint

  Date:06/30/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2nd two representatives from Safe Haven arrived at my door to sell me a security system. My wife and I just bought our first house and some of the perks it provided seemed like they would be worth it as long as it didn’t cost too much and I made my concerns about the cost clear. I was promised that my specific insurance company would give me a $20-$30 discount on my insurance bill to offset the $55 a month charge. There was no installation fee and since I’m a veteran there was no activation fee either. This sounded reasonable but I was still worried about being locked into a contract, after asking about it I was mislead into believing that there wouldn’t be a contract. I left the conversation full believing that if I didn’t get the discount they promised that I could back out of it. A month passes and I finally hear back from my insurance company that not only do they not provide that kind of discount, but no other insurance company does either. When I tried to cancel the service, I learned I was locked into a 3 year contract that required me to pay 75% of the remaining term to cancel it, which is over $2,000. I reached out to the manager who sold it to me for help and she just directed me to customer service and then ghosted me. Customer service refused to help my situation and refused to provide me with any information of someone who had any control over the fee. Every person I talked to said there’s nothing they can do and that I had to pay it. While I know I should’ve paid closer attention to the documentation I signed and realized it was a contract, I was mislead about what was in the documentation, and therefore signed it. I was scammed into this service and it feels incredibly wrong for me to have to pay for this termination given the nature of why I signed up. I was lied to and manipulated and that’s no way to run a business.

  

  Business Response

  Date: 07/01/2025

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

  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 07/09/2025

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

  Customer Answer

  Date: 07/10/2025

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

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  I am submitting a formal complaint against ADT Security for deceptive sales tactics, failure to properly disclose contract terms, and refusal to cancel my service despite prompt efforts.
  
  On June 13, 2025, ADT installed a security system in my newly constructed home (through DR Horton). I did not go out of my way to contact ADT, nor was I actively seeking a security system. I was told that ADT was the required provider because a few smart home devices (such as the panel and doorbell camera) were already pre-installed in the home and included in the purchase. The installation was arranged as part of that process—not by my request.
  
  During installation, I was working remotely and unable to review documents carefully. The technician told me verbally that if I paid for the equipment upfront, I would not be locked into any long-term contract. Based on that assurance, I paid for all the equipment in full.
  
  I have since learned I was locked into a 36-month service contract, despite the technician’s statements. He rushed me through signing documents digitally while I was in the middle of working, and never explained that a multi-year contract would still apply. I attempted to cancel the service within 10 days, but was told I had only three days to do so—something that was never communicated to me at any point, verbally or in writing in a clear manner.
  
  I believe this was misleading and predatory. I would have never agreed to a 36-month agreement if I had been properly informed. It is unacceptable to mislead consumers with verbal assurances that contradict written terms, especially when rushed through signing while working.
  
  I am requesting the following:
  • Immediate cancellation of my ADT contract without penalty,
  • I am
  Not requesting any sort of refund, just to cancel this submission that has been active for only 10 days.
  
  Thank you for your attention and assistance in resolving this matter fairly.

  

  Business Response

  Date: 06/27/2025

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

  

  Business Response

  Date: 07/01/2025

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

  Customer Answer

  Date: 07/08/2025

  The company is falsifying the events. This issue is not resolved to the slightest. 

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/27/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. We deeply regret any frustration the customer has endured based on the details of the complaint.

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

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

  
  We thank you for your time and appreciate your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC.

• 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.