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:04/25/2025

  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.

  ADT is charging me $26.99 a month for an account that no one can seem to find. The account number that appeared on my credit card bill is 320038036. In reviewing my credit card bill I found that ADT had charged me December 10, 2024, January 10, 2025, and February 10, 2025. On March 20, 2025, I reached out to ADT at ***** ******** & ***** ******** and was given the runaround. Initially I was told another company was charging me, which was not. I was transferred to 7 people which I was told 2 were managers. Each person gave me a different answer and gave 3 addresses that the service had been, which one address I never had service there, it was only a mailing address. The last person named Shirley told me she found an account that was not closed correctly for **** ******** *** address in Georgia. She would contact account management to cancel account, refund me the 3 payments taken totaling $80.97, and upper management would reach out to me, neither never happened.
  On April, 21, 2025, I received a call from ADT stating I owed them for past due payments they cannot collect. The representative transferred me a department and dropped me off to another person named ******* who stated she was a manager, would look into issue and call me back on April 24, 2025, which I did not receive a call.
  I would like to get this issue resolved ASAP, funds taken refunded, and a letter confirming account has been canceled completely. Also, an apology letter for the inconvenience. I have had my security service with ADT on all my homes which I do now.
  Lately, the customer service with ADT has gotten awful. No one seems interested in resolving the issue.

  

  Business Response

  Date: 04/25/2025

  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: 04/25/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. Safe Haven sets a high standard for ourselves and we are truly sorry to hear that this standard was not met in the customer’s experience.

  We understand the customer has some concerns regarding billing and cancellation, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. Based on the information provided, we would kindly request the complaint be redirected towards ADT corporate. ADT has oversight over billing and cancellations, and they will be able to address the concerns raised. We hope this helps!
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/29/2025

  My complaint is not against SafeHaven it is against ADT. When I initially contacted ADT to establish service at my Virginia home the representative signed me up for services as self installation because they do not have installers. I informed the representative that I am a senior and not able to install system. I was told order was cancelled and I never received equipment. I was referred to SafeHaven who were very helpful and sent an installer with equipment. Later I started being charged for services I don’t receive. Later, I received a bill with account number ********* stating a pass due balance. When I contacted ADT I got the runaround and no one could find an account.

• Initial Complaint

  Date:04/07/2025

  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 agree to pay $54.00 for monthly services. I thought those services were coming from ADT Security, Safe Haven is re-selling ADT security with poor equipment and false promises.
  Save Haven (thinking it was
  ADT) supposedly gave me $1500 in credits for equipment. 4 days later I decided the services were incompetent, and they didn't finish installing what they promised.
  Now they are billing me $2167.81 for a service that is not working.
  They have been rude and none of the three-technician coming to my house have been able to connect my house AC and garage door, the two cameras have delays in alerts.

  

  Business Response

  Date: 04/08/2025

  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 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 of misleading and false promises being made 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 for several reasons. First, the customer conducted the initial sales call with Safe Haven which explicitly advised the customer that the alarm monitoring services were being monitored directly by ADT. The Alarm Services Contract (“the Contract”) the customer signed during the installation also makes this clear distinction for the customer. Safe Haven is simply the installer of the equipment that is being monitored by ADT, further disproving the allegations listed.
  
  Second, 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 customary rescission period. 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 penalty-free cancellation within the designated time period. When the customer signed the Contract, they acknowledged that they read and understood the terms and conditions. This documentation provides compelling evidence undercutting the allegations against the sales representative.
  
  Third, the complaint alleges that false promises were made, and that Safe Haven failed to connect her house AC or garage door. When Safe Haven was notified of the customer’s concerns, Safe Haven offered technical support, however the customer was not home and requested a call back. Please note, the thermostat device referenced within the complaint was not provided by Safe Have nor is Safe Haven HVAC certified to install such a device. Safe Haven attempted to provide the customer with this information and address the customer’s concerns at a later time, but the customer requested to terminate the services altogether.
  
  Nevertheless, any time a customer requests to terminate the monitoring services outside the rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, term 2) The customer’s rescission period ended on 2/11/2025, and they formally issued their termination request outside the designated time frame on 2/14/2025. When the customer wished to forego servicing, the customer was provided with an early termination fee quote consisting of the remaining balance left on the contract.
  
  At this time, Safe Haven is unable to waive the early termination fees. We acknowledge our decision may be unfavorable, but the customer's account has been terminated and we are upholding the terms and conditions signed. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with completing the cancellation process to avoid any further escalation. We kindly invite the customer to contact us directly o fulfill the remaining balance owed to prevent any further collection efforts. Safe Haven can be ******* ** ************* ****** ******* ****** *** ** *** ******* ******** *****
  
  ** ***** *** *** **** **** *** **** **************
  
  **********
  **** ***** ******** ********* ***

• Initial Complaint

  Date:04/03/2025

  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 purchased ADT for sole purpose of use of their cameras. I was told they provide 3 cameras an indoor camera, a driveway camera and a doorbell camera. So far I have only been using 2 cameras. They sent a tech out to put the doorbell camera up but he said he was unable to put it up because something was wrong with my wiring. The tech suggested I call an electrician. I said ok. The next day I called an electrician and he came over and discovered a different problem he said the ADT doorbell camera was malfunctioning. So the nex day I called ADT and they sent out another tech. However this tech attempted to hookup and another ADT doorbell camera and that camera had the same issue. The tech could not correct the problem. So I called the electrician back and told him what happened. When the electrician came back he finally figured out what the problem was. He said my doorbell is putting out 19 volts but the ADT doorbell cam only uses 12 volts or less. I said ok so I called ADT back and I asked them could they provide me a different doorbell camera. They refused. They kept insisting my wiring was faulty. My wiring is not faulty according to the electrician. Also the electrician noticed on his 2nd trip that the ADT tech removed piece from from doorbell that hinders it from operating. He noticed it gone because when he came out the 1st time the piece he needed was here. Now ADT is refusing to address any of my issues but they requiring me to pay for 2 months of service. This is unacceptable and unfair. They came to my home I didn't seek them out but I trusted their representative when allowed him to sell me their product. I hate this deal I had the Ring service for several years and never had issues. I want to give them a chance but their rude customer service left a bitter taste in my mouth. The only way they can fix this is come back out to my home and provide me a higher voltage door camera or honor their money back guarantee and cancel my contract.

  

  Business Response

  Date: 04/03/2025

  The customer entered into a contract with the
  following company who handled the sale and installation of the system.
  
  **** ***** ********
  *** * **** ***
  ***** ****** ***** ** *****
  ***** ********
  ****** ******* **** ** ** *** ******* ********

  

  Business Response

  Date: 04/07/2025

  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 strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, Safe Haven is an Authorized ADT Dealer that provides our customers a quality service plan within the warranty terms of the Alarm Services Contract (“the Contract”). We make a conscious effort to address and resolve any issues that may arise within a timely manner when notified by the customer. After reviewing the account records, Safe Haven was unable to locate any evidence to support Safe Haven failed to follow our standard operating procedures when addressing a service complaint nor did Safe Haven fail to uphold the terms and conditions related to the service warranty. (See page 7, sections 9-12)

  Second, once Safe Haven was notified of the customer’s concerns, a service appointment was scheduled to evaluate the system. When Safe Haven arrived onsite, the customer was informed the electrical wiring that powered the doorbell camera needed to be evaluated by an electrician. Safe Haven’s warranty does not cover the electrical mechanisms within the customer’s residence, and it is under the customer’s responsibility to provide sufficient electrical wiring in order to power the devices provided by Safe Haven.

  Third, the customer confirmed with the electrician their electrical doorbell wiring voltage emitted a high- power voltage. The customer contacted Safe Haven and requested an additional service appointment from Safe Haven to come out and to fix the doorbell, Safe Haven declined. The customer was reminded of the warranty details and his responsibility as a consumer. The electrical wiring in the home was not compatible with the voltage limitations of the device, which caused the device to be incompatible with the customer's electrical.

  As a result, the doorbell camera provided by Safe Haven failed to operate. Safe Haven’s doorbell camera did not malfunction, which further deemed the customer ineligible to qualify for any money-back guarantees. Additionally, when Safe Haven provided these details, the customer refused to resolve the electrical errors and demanded Safe Haven provide a higher voltage device.
  
  In conclusion, Safe Have’s installation team has gone above and beyond to assist the customer, ensure transparency with the terms and conditions agreed upon, and have helped provide resolution assistance when notified. The customer will need to get the required wiring established before Safe Haven can return to help resolve the doorbell camera concerns. Safe Haven kindly invites the customer to contact our customer support team to schedule a return appointment once that has been done. Safe Haven can be reached Monday through Friday, 8 A.M. to 7 P.M. Central Standard Time at 844-413-1920. Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/11/2025

  ADT has corrected the problem.  I do believe I deserve a formal apology. Their camera has always been the issue not my wiring. 

• Initial Complaint

  Date:03/31/2025

  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.

  ADT provided security system to our new home which we bought for rental purposes. It came with the home and as we did not want to stay in it, we were very clear we do not need it as it had a monthly fee.
  ADT told us, it comes for free, there will be only monthly fee and I can cancel the moment tenants move in. They made us sign paperwork as well. After tenant moved in, I asked to them cancel and they said we signed 2 year agreement and they explained her terms on a call but what they explained on call was completely different. We have been asking them for call recordings which they fail to provide. We ultimately cancelled it and paid 75% close out fee and we need refund for that. Instead they are processing for collections. We neither need service nor want to pay. They cheated us. We were very clear to them we do not need this service as we won't stay here and they fooled us. We want our bill settled (we have already filed dispute) and stop collections services.

  

  Business Response

  Date: 03/31/2025

  The customer entered into a contract with the
  following company who handled the sale and installation of the system.
  
  **** ***** ********
  *** * **** ***
  ***** ****** ***** ** *****
  ***** ********
  ****** ******* **** ** ** *** ******* ********

  

  Business Response

  Date: 04/07/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention concerns to our attention. Safe Haven Security Services, LLC (“Safe Haven”) is committed to providing excellent customer service, and we are sorry to hear that the customer had nothing less than the best experience. We would like to assure the Better Business Bureau that our company takes the details of this complaint seriously, and as a result, we have investigated this matter thoroughly. We would like to take this opportunity to clarify the results of our finding. 
  
  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 by providing the Alarm Services Contract, that provides the term length and the rescission period utilized to enforce a penalty-free cancellation. Prior to the installation of services, Safe Haven conducted the initial sales call that disclosed the details of the monitoring services along with a verbal compliance recording. The sales representative made a clear distinction between the services provided by the builder and the security service upgrade that required an additional fee. When the customer and inquired about the activation fee required for the ADT upgrade, the sales representative explicitly advised that this was not something covered by the builder and was at his own discretion to move forward with, which further contradicts the allegations listed within the complaint.

  Additionally, the sales representative advised the customer it would be at his own discretion to pay for the monitoring services or assess it to his tenants. The sales representative was explicit in advising the customer that if he had decided not to move forward with the ADT upgrade prior to the installation, he could contact her but failed to do so. We would like to highlight that during this conversation the customer asked if he or his tenants did not want to pay for the monthly monitoring rate would he be able to utilize the features described in the ADT upgrade after it was activated, and he was advised neither him nor the tenants would be able to utilize the upgraded feature described. At no point was the customer advised there would not be any fees involved or that “he could cancel the moment the tenants moved in”.  
  
  Furthermore, once the compliance recording was conducted the customer not only provided Safe Haven with authorization to procure his consumer credit report but also confirmed his decision to move forward with the ADT upgrade and the specific monthly monitoring rate he would be assessed for the services. During the installation, the customer placed an electronic signature within  the Alarm Services Contract (“the Contract”) agreeing to the terms and conditions listed The Contract reiterated all the information discussed with the sales representative prior to the installation and was presented by the installation technician prior to completing the installation.
  
  During the installation, a copy of the contract was emailed to the designated email address on file for the customer’s opportunity to review. As a consumer, it is the customer’s responsibility to review any of the documentation presented during the installation process that requires their signature before authorizing and entering into a legal agreement with another party. Safe Haven values its customers and their right to cancel therefore, a customary rescission period is outlined within the contract terms that permits the customer to thoroughly review the agreement and make an informed decision to move forward. The customer had the terms of the agreement within his possession the moment he authenticated his signature. At no point during the designated rescission period was a notice of cancellation document exercised, further making the customer ineligible for a penalty-free cancellation.
  
  Following the installation, the customer made a formal request to terminate the services and an early termination fee quote was provided. In the event a customer opts to terminate the services any time following the designated rescission period, they are subject to the early termination fee outlined on page 5, paragraph 2. The customer paid the early termination fee balance in full on 3/4/2025, but Safe Haven received a chargeback from the customer’s credit card company on 3/13/2025 for the full amount of the early termination fee and the activation fee assessed on 12/28/2024. As a result, the combined total balance was sent to collections.
  
  At this time, the account balance of $886.37 and the collection's status are valid. Safe Haven is unable to remove the balance from collections or issue any refunds to the customer. We understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions the customer signed. Safe Haven kindly invites the customer to contact the collection company to fulfill the remaining balance owed. If the customer needs assistance with getting connected to the collection agency, he may contact Safe Haven ****** ******* ******* * **** ** ******* **** ** *************
  
  ** ***** *** *** **** **** *** **************
  
  
  **********
  **** ***** ******** ********* ***

• Initial Complaint

  Date:03/23/2025

  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.

  I bought a new house.The saler told us that we will have a three-year free smart home service.Last week, the staff of Safehaven contacted me to install a smart doorbell for my home.He called me at 7:26 in the morning to make an appointment for me, while I was still sleeping.I was not fully awake at the time, and I mentioned the free service the salesperson had mentioned to him during the call.But the staff of Safehaven recommended another paid service to me.He told me it was $49.99 per month.I thought they were the same service, $49.99 after the 3 year free period.So I agreed to let him install the paid service even though he knew I wanted the free service.
  On March 14, the staff came to my house to install it.Because I was at work and only my wife and son were at home.After 4 hours of installation, the staff left.After a while, the staff came back and said that they forgot to ask my wife to sign a document.During the install, the staff show my wife a piece of paper showing that everything was free.The staff was in a hurry to leave, so my wife signed the documents quickly.
  When I got home I found it was a contract.I'm planning to cancel the doorbell service because it's too sensitive.I called the person who made the reservation for me on March 17 to cancel the service, but no one answered.I continued to call and leave messages on March 18, no one answered too.On March 19th I called another number to cancel the service and was told I had to pay 75% of the 36 months service fee.
  I complained to the manager that their employee called me at 7:26am even though their work hours are 8am-5pm.When their employee asked my wife to sign, they did not mention the 75% early termination fee and free cancellation within 3 days.I called them on March 17th want to
  cancel, but no one answered.I want to terminate the contract and cancel the early closing fee,the manager refused.The contract said three Business days, but they said three days even though they have weekends off.

  

  Business Response

  Date: 04/01/2025

  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. We set 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. Safe Haven would like to issue additional gratitude to the customer for bringing this matter to our attention so that we are able to take the necessary steps internally to help provide a satisfactory resolution.

  In efforts to resolve this matter amicably, Safe Haven has escalated this complaint within our builder division, and we will be honoring a penalty-free cancellation for the customer based on the contact attempts made during the rescission period. A member of our Builder Sales Support team will be reaching out to the customer to help assist them with the cancellation and removal process (if required). Once the cancellation process has been completed, the customer will be issued any payments collected by Safe Haven within 7-10 business days. We thank the customer for their time and the opportunity to help provide a satisfactory resolution.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  Account phone numbers are ********** and ************. Address **** ** ********** **. Pine Bluff, AR 71603. ***** *** ******* ******
  
  
  
  Sincerely,
  
  
  
  * *****

  

  Business Response

  Date: 03/14/2025

  We have been in
  receipt of your Better Business Bureau concern and have been unable to pull up
  an account with the information provided. 
  May we please have
  the customer/billing number or telephone number associated with your complaint?
  Is this complaint against ADT LLC/ADT +, Protection 1 or Blue by
  ADT/Lifeshield? 

  Customer Answer

  Date: 03/21/2025

  In October of 22 we purchased a whole home security system from ADT. Before we entered the contract we were adamant about asking what would happen with our cameras after the contract ended. We asked this several times and were told "don't worry, you will own the cameras and still have access to live feed but no professional monitoring if you don't renew." Several times we were told this and this is what sold us on ADT.
  
  The very minute we made out last payment our access to live feed was canceled. We immediately called ADT and were told "oh yeah...sorry! Those aren't our cameras and you didn't actually have a contract with us, but with safe haven and those are safe haven cameras so give them a call!"
  This is a deceptive business practice if I've ever seen one! This was the 1st time we had ever heard the name SAFE HAVEN SECURITY. We spoke to ADT reps, the person who installed our system drove a car with ADT on the side and wore an ADT uniform. We have ADT stickers and yard signs. We were deceived!
  
  Of course we called Safe Haven at the number ADT provided us. **** ***** said "yeap! Those are our cameras and you can't use them unless you buy a subscription from us!" So we are left with almost $2,000 worth of cameras that we can not use! We would have under no circumstances signed a 3rd party contract or agreed to spend so much on equipment we wouldn't have indefinite access to.
  We have emailed and called ADT more than 10 times asking for a copy of our SIGNED contract. ADT refuses to respond via email and when we speak to representatives on the phone they tell us to reach out to safe haven. When we call safe haven they tell us the contract was with ADT but they owned the cameras. We have requested copies of our initial call(which are recorded)from October 30, 2022
  We have been deceived and ripped off!
  I don't want expensive equipped that is useless! I will follow up with the Attorney General as well as this falls under deceptive trade practices!

  

  Business Response

  Date: 03/31/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We take the customer’s allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s additional remarks.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the equipment and services being provided. Please note, the customer was installed in October 2022 and the account was terminated due to non-payment.
  
  Additionally, the equipment value referenced within the customer’s complaint was included in the equipment package. The customer did not pay for the value of the equipment, nor did he make any additional equipment purchases that would substantiate a reimbursement for the amount listed. Safe Haven made several attempts to notify the customer of the account status from January 2023 to March 2023 without any return communications. Safe Haven’s first and only communication received from the customer prior to the account being forwarded to a collector was on March 30, 2023. The customer was advised of the non-payment collection status and was advised of the remaining balance owed. The customer advised they would reinstate the services in an effort to avoid further collection efforts, however they failed to do so.
  
  As a result, the account terminated for non-payment. The services listed within the contract were no longer accessible and the remaining balance owed was forwarded to collections. This amount was not for the equipment value, it was solely for the remaining month left over for the Alarm Monitoring Services Contract (“the Contract”). This information provides compelling evidence that contradicts the complaint allegations made against the sales representative.
  
  In conclusion, the customer did not pay for the equipment in question, nor are they eligible for any monetary reimbursement. The account was terminated for non-payment which further led to the monitoring services and equipment functionalities to be inaccessible. The current collection status is valid, and the remaining early termination fee is owed. (See page 5, term 2) Moving forward, Safe Haven kindly encourages the customer to contact the collection agency to fulfill the remaining balance owed.
  
  We thank you for your time and your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against ADT My Safe Haven Security Services due to misrepresentation and misinformation provided by their sales representative, ****** ********, which has resulted in financial hardship and a debt collection notice against me.
  
  On December 3, 2024, ADT Sales Representative ****** ******** visited my home to sell their security system. I informed her that I was under contract to assume the previous owner’s ******** Home Security system. She assured me that, per New York State law, if the system was not activated, I could cancel with no financial obligation.
  
  On December 4, 2024, ****** returned unannounced and again reinforced this claim, which led me to sign up for ADT services. On December 7, 2024, ADT installed their system and removed ******** equipment.
  
  On December 15, 2024, I received an unexpected bill from ******** for $1,812.48, stating I was still financially responsible for their contract. I immediately contacted ADT and ******, but I have received no response to my repeated emails.
  
  On February 19, 2025, I received a debt collection notice from ************ * ************, further escalating the financial damage caused by ADT’s false information.
  
  I have tried multiple times to contact ADT for a resolution, but they continue to ignore me. I am now at risk of credit damage due to their misleading sales tactics. This is unethical, deceptive, and unacceptable.
  
  Resolution Requested:
  I am seeking ADT to take full responsibility for the misinformation provided by their representative and either:
  
  Pay the ******** contract cancellation fee, or
  Negotiate with ******** to have the charges removed, so I am not financially penalized due to ADT’s misrepresentation.
  I urge the BBB to hold ADT accountable for these deceptive sales practices and demand a resolution before this situation causes irreparable harm to my credit.
  
  Sincerely,
  ******** ***

  

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint concerns. Safe Haven strives for an excellent customer experience and our sorry the customer felt anything short of that. We take the customers’ allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the concerns listed.
  
  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 that Safe Haven is an Authorized ADT Dealer they are working with, and the terms and conditions of the Alarm Services Contract (“the Contract”). Please note, the customer signed a Residential Installation Work Order that disclosed Safe Haven’s Authorized Dealer status prior to the installation. The customer also conducted a verbal compliance recording and did not voice any of the concerns listed within the complaint. Safe Haven’s first communication received from the customer post-installation was several weeks after the fact in January 2025.
  
  Additionally, the customer’s complaint letter alleges that the sales representative misled her to thinking she was able to terminate an account with another company penalty-free.  First and foremost, Safe Haven would be unable to confirm any terms or conditions related to a separate company’s policies. Second, Safe Haven may compare our terms and conditions to another company, but it would be the customer’s responsibility to confirm those terms directly with said company, not Safe Haven, before making an informed decision to move forward or not with an alternative company. Third, at no point did the customer convey she had established a contractual obligation with another company within the text thread communications shared, which further contradicts the allegations described throughout the compliant.
  
  Furthermore, the basis of the customer’s inquiry reflected within the text thread communications was whether she could terminate another account established with another company that she never turned on or activated services with.  Based on the text message thread exchanged, the customer was advised to contact the company directly and sort it out, but the customer was not guaranteed or promised any fees she would be subject to would be waived, which further contradicts the details of the complaint.
  
  Nevertheless, Safe Haven strives for excellent customer service and apologize for not meeting our own standards. Once Safe Haven was notified of the account concerns in January, this matter was escalated internally for additional review. We acknowledge our failure to provide active communication during this time, and we thank you for your patience and understanding.
  
  At this time, Safe Haven is unable to pay any balances or negotiate any fees on behalf of the customer to the previous provider she entered into a contract with. Safe Haven understands that our decision may be unfavorable to the customer, but we are not responsible for any terms and conditions the customer entered into prior to making the decision to establishing a Contract with Safe Haven. Based on the details of the complaint, it would strongly suggest there may be some confusion on what company the customer should be speaking with. We kindly encourage the customer to address the concerns regarding the contract terms of her previous provided with them directly.
  
  In conclusion, Safe Haven values customer satisfaction and we are happy to help assist the customer with any additional questions or concerns they may have. The customer may contact Safe Haven directly at ************* Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, he may also contact us by email at ********************************
  
  Thank you for your time and your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  I am formally rejecting Safe
  Haven Security Services’ response to my complaint. Their response is a blatant
  attempt to deflect blame, misrepresent the facts, and avoid accountability for
  their deceptive sales tactics. Let me be absolutely clear:
  Safe Haven’s sales representative, ****** ********, provided false and misleading information that directly led to
  financial harm. Their refusal to acknowledge this, despite the clear timeline
  of events and supporting evidence, is completely unacceptable. On December
  3, 2024, ****** ******** came to my home to sell me an ADT system. When I
  informed her that I had already signed a contract to assume the existing
  ******** system from the previous homeowner, she immediately dismissed
  my concerns and stated that, according to New York State law, if the
  system was not activated, I had no financial obligation and could tell
  ******** to “pick up their equipment.”
  I was not comfortable with
  her response and told her I needed to speak with my fiancé. Yet, on December
  4, 2024, she showed up at my home unannounced, aggressively pushing the sale
  and repeating the same legal claim. It was her insistence—and the assurance
  that I had no risk of penalties—that ultimately led me to sign up for ADT.
  For Safe Haven to now say that they
  “found no evidence” of this is laughable. Of course, there is no written
  evidence—because their deceptive sales tactics were carried out verbally, in
  person. That does not change the fact that their representative deliberately
  misled me.
  Since Safe Haven is conveniently
  claiming that they have “no record” of ******** misrepresentation, let me
  present one piece of evidence I DO have in writing:
  ·  ****** offered and gave me all free
  equipment, which is not standard practice and raises serious ethical
  concerns.
  ·  When the installer called to verify my
  connection, he had to tell them I was “family” in order to proceed with the
  discount ****** promised me. And to be clear—I have this written down by
  ****** herself. If Safe Haven wants to deny this, I am more than happy to
  provide the proof.
  Are they willing to claim they “have
  no evidence” of this, too? Because I do.
  It is also telling that Safe Haven only
  decided to respond after I filed complaints with the BBB and Attorney General. This proves that they had no intention of addressing this issue until they were
  forced to. This is a pattern of dishonesty and avoidance.
  Because of their deceptive sales
  tactics, I am now facing a $1,900 collections bill from ************ * ************ for breaking a contract that Safe Haven’s own
  representative assured me I had no obligation to. This bill is now
  threatening my credit score and financial stability.
  Safe Haven is directly
  responsible for the financial harm I have suffered. I demand that
  Safe Haven fully compensate the ******** bill or negotiate the debt on
  my behalf to correct the damage their employee caused.
  If Safe Haven continues to evade
  responsibility, I will escalate this matter further, including:
  Filing additional complaints with the Federal Trade
  Commission (FTC), the Consumer Financial Protection Bureau (CFPB), and the
  New York Attorney General’s Office.
  Contacting local media and consumer advocacy groups to
  expose Safe Haven’s deceptive business practices.
  Pursuing legal action if necessary, as Safe
  Haven’s misrepresentation is a clear case of deceptive sales
  practices that resulted in financial loss.
  This issue is far from over. Safe
  Haven will not be allowed to dodge accountability through corporate
  gaslighting. I expect a real resolution—not another hollow statement
  full of excuses.
  I will be awaiting Safe Haven’s response and will
  not drop this matter until it is fully resolved
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ***

  

  Business Response

  Date: 04/02/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the rejection. Based
  on the details of the complaint, we kindly encourage the customer to address
  the concerns regarding the terms and conditions of her previous provider with
  them directly. We believe there may be a disconnect in communication along with timing
  as Safe Haven received an additional complaint formally through the Attorney
  General that we intend to solely communicate through for resolution moving forward.
  
  To clarify, although the
  Complainant alleges that the sales representative misled her into thinking she
  was able to terminate an account with another company penalty-free, the customer
  had ample time prior to and after Safe Haven’s installation to verify the
  cancellation terms with her previous provider. Ultimately, it would be the customer’s
  responsibility to confirm those terms directly with her previous provider,
  before making an informed decision about whether to move forward or not with an
  alternative company like Safe Haven. Safe Haven would be unable to confirm any
  terms or conditions related to a separate company’s policies regarding early
  termination and was explicitly advised to communicate with her previous
  provider within the text messages provided.
  
  Additionally, based on the text
  messages the customer has shared, at no point did the customer convey she had
  established a contractual obligation with another company. Any reference to
  being relieved of charges assessed were in relation to the customer’s remarks
  of equipment “never turned on/activated nothing”. Based on the text messages
  exchanged, the customer was advised to contact the company directly and sort it
  out, but the customer was not guaranteed or promised that any fees accrued with
  a separate company would be waived, which further contradicts the details of
  the complaint.
  
  At this
  time, Safe Haven cannot agree to pay the total balance assessed or negotiate
  any fees with the customer’s previous provider. Safe Haven understands that our
  decision may be unfavorable to the customer, but we are not responsible for any
  terms and conditions the customer entered into prior to making the decision to
  establishing a Contract with Safe Haven. In an effort to help resolve this
  matter amicably, we are willing to provide the customer with some amount of
  financial compensation and intend to contact the customer directly to discuss
  this resolution.

  
  We thank the Better Business Bureau
  for their time and consideration.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/17/2025

  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.

  see attachedI have received no further service from your company since cancelling. I discovered while reviewing my credit report that I had an alleged debt owed to your company. I was not notified in writing of any alleged debt and when I contacted your company, I was told that this was my "cancellation fee". I was told I am to continue paying for a service I am no longer receiving. The fee was $1400 which is inarguably exorbitant and coincidentallywas the remainder of the cost of a year's worth of service.
  
  I discontinued the service because my financial situation doesn't allow me to have the luxury of a monitored security system. I wish I could afford it. I am 21 years old, I am employed full time but have just started my adult work life and was making what I thought was a responsible decision to protect my financial future and meet my other obligations. My current income from Del City where I work as a 911 dispatcher is lnsufficient for me to be able to make any payments towards any alleged debt at this time. Due to my current financial constraints and because I do not foresee any changes to my financial situation or employment status that would put me in a position to make payments anytime in the future, I ma de the decision to cancel this service, voiding any alleged contractual obligation to make any further payments.
  
  As of yet, I have not been able to get a response from your company's representatives to work with me. I was never notified in writing of any alleged debt which negated my ability to try to work out any kind of arrangement with your company.
  
  I am asking you to consider writing off my alleged debt as I dispute its validity. If you are unable to agree to this, please explain your reasons. I am desperate to resolve this matter astonotcripple mycredit.I respectfully requestthatyouforgive my alleged debt, my current and future income does not support any attempt at this alleged debt repayment.

  

  Business Response

  Date: 03/17/2025

  Dear
  Better Business Bureau,
  
  Thank
  you for bringing this matter to our attention. Safe Haven Security Services,
  LLC (“Safe Haven”) is committed to providing excellent customer service, and we
  are sorry to hear that the customer had nothing less than the best experience.
  We would like to assure the Better Business Bureau that our company takes the
  details of this complaint seriously, and as a result, we have investigated this
  matter thoroughly.
  
  After
  reviewing the account records, Safe Haven has been unable to find any evidence
  that would support the allegations made within the complaint. We would like to
  clarify that the customer’s account was cancelled for non-payment in October
  2023 after the account fell delinquent within the first month of services being
  activated. The customer did not cancel the account on their own accord further
  contradicting the details listed within the complaint.
  
  In
  November 2023, the customer contacted Safe Haven in an attempt to have services
  reinstated and was advised she would need to contact ADT directly to do so. During
  the conversation, the customer was advised she would be subject to the early
  termination fees listed within the contract signed and additional collection efforts
  if she was unable to reinstate the services. (See page 5, Section 2) Safe Haven
  did not receive any return communication after attempts were made from January
  2024 to February 2024, in efforts to rectify the remaining balance due.
  
  As
  a result, the account balance was sent to collections in March 2024. Safe Haven
  did not receive any correspondence from the customer over a 12-month period
  until March 2025. While we acknowledge the customer’s preferences to have the
  balance waived, Safe Haven is unable to find any evidence to support this
  exception being awarded to the customer.
  
  Given
  the above, the collection status is valid and the remaining balance on file is
  due. We kindly encourage the customer to contact the collection agency to make
  the necessary arrangements to fulfill the account balance. We acknowledge our
  decision may be unfavorable to the customer, but we are upholding the terms and
  conditions signed. The customer may contact the collections agency directly to
  fulfill the outstanding contract obligations. If she would like assistance with
  getting connected to them, she may contact our Customer Service by phone at
  844-413-1920, or by email at ********************************
  
  We
  appreciate your understanding and cooperation in this matter. Thank you for
  your time.
  
  
  Sincerely,
  Safe
  Haven Security Services, LLC

• Initial Complaint

  Date:02/27/2025

  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 January 18th, 2025, we got security services from ADT for our newly purchased home (cameras, and a door lock). The initial installation did not go well, the technician, **** ******* will have to back until Monday 20th, 2025 because he did not have the cameras that we had ordered. He only installed the panel and door lock. I was unpleased, since I would have to take time off from work to have him come back and install the cameras.
  
  Later in the afternoon on Saturday 18th, 2025, we decided to go out for dinner, we noticed that the door lock kept jamming and making a horrible humming sound. I reached out via phone call and text message to our technician, **** *******, he had offered to resolve any issues since the systems was brand new. Unfortunately, I was unable to get a hold of him stating that he was out of town working on an additional installation, and Sundays they did not work. We went through the weekend without the actual system, until Monday that he returned to install the cameras he had initially forgotten.
  
  He reinstalled the door lock, placed some additional 'sensors' for it to communicate with the panel better, and installed the cameras we had ordered. After installation, in the afternoon, when were headed out, the door lock jammed once again, and that is when I reached out to this technician to request taking off the system. I did not want it. He asked if he could come back to install, yet another, sensor for the lock, and suggested changing the code for better results. We did as recommended, but unfortunately, when we came back home, we tried the new code, and it did not open the lock. After 15 mins of being locked out of the house, I tried the old code, and scary enough, it opened. the door.
  
  At this point I requested a disconnection of services through the Branch Manager that sold me the service, but he recommended for another technician to come out. Now I am being forced into a contract with early termination fees. I can explain further.

  

  Business Response

  Date: 02/27/2025

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

  

  Business Response

  Date: 02/27/2025

  Dear
  Better Business Bureau,
  
  Please
  accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the customer’s complaint. Safe Haven sets a high standard for itself, and
  we are truly sorry to hear that this standard was not met in the customer’s
  experience with us. Respectfully, throughout our investigation, Safe Haven has
  not identified any evidence to substantiate the customer’s allegations of being
  unaware of the terms and conditions listed throughout the Alarm Services
  Contract (contract).
  
  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
  penalty-free cancellation. When the customer signed the contract, he acknowledged
  he read and understood the terms and conditions listed, which is contradictory
  to the customer’s remarks alleging he was not made aware of his right to
  rescind.
  
  Additionally,
  the contract included the Notice of Cancellation page which provided explicit
  details of the 3-day rescission period and the steps to enforce this right.
  Safe Haven did not intrude on this right or prevent the customer from enforcing
  it, as it simply required the customer to sign and date the Notice of Cancellation
  document opting to exercise a penalty-free cancellation within the designated
  time period. This documentation provides compelling evidence undercutting the
  allegations listed within the complaint.
  
  Given
  the above, Safe Haven cannot issue a penalty- free release. Customers may
  cancel at any time of their choosing, however, in the event a customer requests
  to cancel outside the designated rescission period, they are subject to the
  terms and conditions of the alarm services agreement. (See page 5, term 2) The
  account is currently pending cancellation, and the customer is subject to early
  termination terms.
  
  In
  conclusion, Safe Haven values customer satisfaction and although the customer
  no longer wants a business relationship, we are happy to help assist the
  customer with the cancellation process. Safe Haven kindly encourages the
  customer to contact our customer support team to make arrangements for the remaining
  balance due. Safe Haven customer support can be reached at ************, Monday
  through Friday 8 A.M. to 7 P.M. Central Standard Time.
  
  Thank
  you for your time and your consideration.
  
  Sincerely
  Safe
  Haven Security Services, LLC

• Initial Complaint

  Date:02/21/2025

  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.

  Call dude defective equipment and installation, They told me I’m past 90 days mark and it’s not covered so I asked him what is the purpose having an alarm and equipment Work they say I had to pay an administrative fee in order to replace the equipment I’m leasing the equipment it’s not my equipment

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter.

  After reviewing the account, Safe Haven did not find any evidence that there was any improper information provided to the customer regarding the terms of the agreement initiated with Safe Haven. Safe Haven allows all of our customers to review the Contract at the time of the installation and after. Our company provided all necessary information, specifically, for the terms and conditions of the alarm monitoring service agreement upfront at the customer’s discretion to review.

  Additionally, Safe Haven collected electronic signatures to authenticate the customer acknowledging the terms of the Contract. When the customer signed the contract, they acknowledged understanding the terms listed on pages 5-8, specifically terms “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” further undercutting the allegations listed within the complaint. Within the above-mentioned term, the customer acknowledges that they are responsible for service fees, in addition to fees that are not covered under warranty.
  Furthermore, Safe Haven has spoken with the customer in efforts to help provide assistance, but our efforts were declined. We understand the customer does not want to pay the associated fees outlined within the Contract, but it does not mean Safe Haven will waive the fees associated. In order for Safe Haven to service the system, specifically for issues that are not covered under warranty, the customer would be required to pay the previous fees quoted.

  In conclusion Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the conditions signed by the customer. The customer is ineligible to have any services fees waived. If the customer would like Safe Haven’s assistance in providing a service resolution, he will be subject to the associated cost. Safe Haven encourages the customer to contact us directly at 844-413-1920 Monday through Friday, 8 AM to 7 PM Central Standard Time once he decides to move forward with scheduling an onsite visit. Thank you for your consideration.

   

  Respectfully,
  Safe Haven Security Services, LLC