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:05/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30, 2025, I signed up for ADT monitoring through SafeHaven Security. The installer rushed the process and did not explain that I was entering a 36-month contract or that a 75% early termination fee would apply. I was simply told to sign and initial without a clear breakdown of what I was committing to. I am within 30 days of signing and have made multiple attempts to cancel, but SafeHaven refuses to process the cancellation or escalate the request.
  
  I am not financing any equipment, as it
  was fully paid for through SafeHaven. I’m only asking to cancel the monthly monitoring service without penalty due to lack of disclosure and misrepresentation at the time of signing. This was not a fully informed agreement.
  
  I am requesting that SafeHaven allow cancellation of this contract without charging me the 75% early termination fee.

  

  Business Response

  Date: 05/13/2025

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

  

  Business Response

  Date: 05/15/2025

  Dear Better Business Bureau,
   
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, but Safe Haven respectfully disagrees with the complainant’s characterization of the allegations.  Safe Haven attempts to maintain transparency throughout the entire sales process and adheres to all federal and state consumer protection laws.
   
  Importantly, the information is provided in writing after any interactions to ensure the customer can make a well-informed decision to move forward. Consequently, should there be any discrepancies between what is discussed, the customer has every right not to move forward. In this case, the customer chose to move forward and provided a signature agreeing to the terms detailed for his review.
   
  Furthermore, Safe Haven understands the importance of full transparency of the Alarm Services Contract (the Contract) and a customary rescission period is provided to ensure the customer is given ample opportunity to review the terms and conditions. In the event that the customer fails to read those terms, it does not negate the terms provided or that the customer had the terms within the possession immediately when they were signed. The customer was informed of the rescission period and had every right to exercise his notice of cancellation within the designated time period but failed to do so.
   
  Nevertheless, Safe Haven strives for customer satisfaction and would like to resolve this matter amicably. Without in any way admitting any wrongdoing or liability, Safe Haven will agree to terminate the Contract without requiring the customer to pay any early termination fees, which otherwise he would be subject to under Section 2 page 5 of the Contract. In exchange, Safe Haven will require the customer to release any claims against Safe Haven and dismiss any legal actions prematurely filed. A member of Safe Haven’s escalations team will be reaching out to confirm. If you agree to these terms, Safe Haven will provide you with a written agreement to sign, assist you with cancelling the monitoring services through ADT, reduce the balances on the account to zero, and release you from any obligation to pay any further amounts.
   
  We believe this offer represents a very fair resolution, and we are hopeful that we can resolve this matter quickly before any further proceedings are filed. We thank you for your time and appreciate your consideration.
   
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 05/15/2025

   
  
  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. 

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

• Initial Complaint

  Date:05/10/2025

  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.

  In early April we were approached by an ADT employee informing us of a credit for a free system, saying the credit came with the sale of the home. He walked us through a security system that would meet all of our needs with no out of pocket cost. We even walked through how he could set us up with specific tech that wouldn’t get set off by our large dogs.
  
  
  We scheduled an install day. (Late April) The guy came to install and gave another look around for a long while, took up about 4 hours of my time telling me about all the features of all sorts of products. I listened and let him do his thing, expecting to just stick with the original plan.
  
  After about 4 hours and after he had already drilled a big hole in my expensive cedar board wall (it’s a 20 ft cedar board) to install the panel. Only after all that did he come to me with his recommendation for what’s necessary to keep the property safe. Despite the original package being covered by a 3K voucher, he recommended 9K in equipment with 6k financed. He expected me to sign right then. When I asked to get more into the line by line and understanding how the cost tripled, he started saying sales stuff about keeping my family safe. When I asked about the original package he said that wouldn’t work because my big dogs. I told him that this is not how I do my transactions. I was robbed of the chance to weigh my options and comparison shop fair prices. Instead I was ambushed, intimidated, and my property was significantly damaged.
  
  I was requesting an apology, a small amount for the minimum charge of a local craftsman ($200) to patch the wall. (I wasn’t even asking them to replace it). And I wanted them to answer for their manipulative business practices.
  
  
  They gaslit me, and kept just saying they would elevate my call. I haven’t heard anything back. The distress caused in my home was significant, and for them to not feel they even owed me an apology hurt deeply.

  

  Business Response

  Date: 05/12/2025

  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.

  Customer Answer

  Date: 05/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 05/13/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by the customer. We sincerely apologize for any inconvenience and deeply regret any frustration this may have caused the customer. Safe Haven would like to take this opportunity to address the concerns listed and provided additional clarity.

  Safe Haven was made aware of the customer's concerns on April 29, 2025. At which time, the customer's concerns were escalated to the Installation Technician Management team to help provide resolution assistance. On 5/1/2025, Safe Haven scheduled a damage assessment and/ a potential damage repair, but received a voice message from the customer the following day (5/2/2025) declining resolution assistance. Based on the customer's request, Safe Haven was unable to provide resolution efforts to assess damage claims or help provide a resolution to this matter.

  Additionally, Safe Haven did not receive any communication from the customer after the voice message was left until receiving the complaint formed to the Better Business Bureau. Once Safe Haven received the complaint, Safe Haven's Installation Technician Regional Manager was notified in efforts to offer additional resolution assistance. The Regional Manager  reached out to the customer to listen to their concerns, offered resolution assistance, and confirmed a way to amicably resolve this matter for both parties involved.

  In efforts to provide excellent customer and resolve this matter amicably Safe Haven agreed to provide the customer with the $200 check compensation request outlined in the complaint details. The customer confirmed this resolution was satisfactory on May 13, 2025, and Safe Haven notified our Accounting team to issue a check payment to be sent to out to the customer. At this time, this matter has been resolved. Safe Haven appreciates the customer’s understanding, and we kindly invite the customer to reach out to their direct point of contact should he have any additional concerns. Once again, we appreciate the customer's patience and understanding throughout this process and thank them for their time.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:05/07/2025

  Type:Billing 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.

  I purchased an ADT security system in full (see contract attached) in February of 2023. I called to dispute a charge for equipment that I had paid for and was not installed by the Vendor, Safe Haven Security Systems, LLC. The item disputed was 2 wifi beacons (ref. Item 7 - EERO Wifi Beacon) for a total of $358.00. I contacted Safe Haven to bring me my equipment multiple times.
  
  On 5/7/25 they confirmed they were supposed to come install the devices I had paid for but admitted they did not come install and refused to refund me due to 'contract agreement'. Instead they offered to install the system but I no longer occupy the residency. I initially declined their offer but then reluctantly accepted after they refused refund.
  
  Then, I asked to terminate any contract I had with the company to which they obliged for the cost of $390, or 75% of the contract agreement. I asked what I was being charged for and they said "the equipment". I asked them for clarification on my balance to which they replied "$0.00".
  
  I asked them if they were providing some kind of subscription service I was paying for and they said "no", and that I had only been billed initially and paid in full so there is no further payment needed.
  
  I then asked them if I were to not cancel the policy, how much would I pay for from now until the end of the contract (February). Safe Haven said "$0.00". The company was going to charge me $390.00 to cancel a paid-in-full contract had I not caught them in this manipulative abuse. They did not finish the installation of the system.
  
  Finally, I asked the technician "Why would I pay that termination fee instead of doing nothing?" to which she replied "doing nothing is an option".
  
  My experience with this company has been very poor.

  

  Business Response

  Date: 05/13/2025

  Dear
  Better Business Bureau,
  
  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued
  by the customer. We sincerely apologize for any inconvenience and deeply regret
  any frustration this may have caused the customer. In an effort to provide a
  solution to this matter, our technician installation management team has
  reached out to the customer to listen to their concerns and provide reimbursement
  for the missing equipment.
  
  On May 12, 2025, Safe Haven generated
  a refund request in the amount of $829.20 to be issued towards the financed sale
  amount. Safe Haven appreciates the customer’s understanding, and we are hopeful
  our efforts will help repair the relationship. We kindly invite the customer to
  reach out their direct point of contact should he have any additional concerns.
  Once again, we appreciate the customer's patience and understanding through
  this process and thank them for their time.
  
  Thank
  you for your consideration.
  
  Respectfully,
  Safe
  Haven Security Services, LLC

  Customer Answer

  Date: 05/13/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me.
  
  
  
  
  **********
  ***** **********

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted what I thought was ADT to put in an alarm system in a house that I had just bought. The person that contacted me ******* explained to me that someone would come out, access my home and be able to tell me the best way to fully protect my home with security. I agreed, and told ***** that I would only be available for about 2 hours on the morning the tech was to come out. I was told that it would take no longer than an hour and a half. I do not have enough space here to explain everything. I had to leave the tech at me home with my handyman, and friend. The tech proceeded to call me at least 10-15 times at my office while I was with my clients. *** the tech) was at my house for over 4 hours. When I got home and realized things were not what I was told, I cancelled the service. I received a call from *****, who apologized and said he promised to make things right...to please give them a chance. I reluctantly agreed. They sent someone else out who put another sensor and a glass break, assuring me that my house was protected. When one of my sensors went out and Josh came out is when I found out that several of my windows did not have any protection at all, and was told that it would cost me between $800 and $1000 for them to do that. It has only been one month since I moved into my house. Safe Haven is not ADT they put in ADT products and try to make as much money as they can by not protecting your house ....except for a very hefty price! The customer does not realize that until the contract is signed. I want to be released from my contract so I can get ADT in my home to protect it. I have been an ADT customer for over 15 years. I was also promised a carbon monoxide detector, only to find out that it would cost me several hundred dollars. This company is HORRIBLE!!! I want out of my contract!

  

  Business Response

  Date: 05/07/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. We take the concerns detailed within the complaint seriously, and as a result, we have thoroughly investigated this matter. Safe Haven would like to take this opportunity to provide additional clarity.
  
  First and foremost, Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. The customer entered into an Alarm Services Contract (“the Contract”) with a 36-month term on April 1, 2025, which included a Notice of Cancellation page.
  
  Second, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce this right. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the Notice of Cancellation document that permits the customer to have early termination fees waived within the designated time period.
  
  Third, the customer spoke with the sales representative on a recorded line and expressed her wishes to enforce her right to cancel on April 2, 2025. In efforts to retain the customer’s business, the sales representative offered to refund the customer’s activation fee in the amount of $149, provide an additional glass break sensor valued at $219, and two (2) additional door sensors valued together at $250. At no point when the customer confirmed the retention offer did the sales representative offer an additional carbon monoxide sensor which further undercuts the allegations listed against the sales representative.
  
  As a result, the customer accepted a retention offer forgoing the cancellation request and scheduled a return installation on April 3, 2025. The additional equipment agreed was installed and the activation fee the customer paid upfront was refunded back to the original payment method used. Please note, when the customer accepted the retention offer, it was well within the rescission period. The customer’s rescission period ended at midnight of April 4, 2025. If the customer had additional concerns at the lengths she has detailed within the complaint, she still had ample opportunity to send in a signed Notice of Cancellation page or contact Safe Haven but failed to do so.
  
  Given the above, Safe Haven is unable to waive the early termination fee. While we acknowledge our decision may be unfavorable to the customer, Safe Haven is upholding the Contract she signed. If the customer would like to move forward with cancellation, she will be subject to the early termination fees. (See page 5, term 2). Safe Haven kindly encourages the customer to contact us directly at 844-413-1920, Monday through Friday 8AM to 7PM Central Standard Time.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 05/08/2025

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

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

   

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

  

  Business Response

  Date: 05/13/2025

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

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After several months of paying my bill i had to renew my debit card. When i attempted to log into the account to change the billing i was locked out. ADT/SAFE HAVEN refused to allow me access to my own account to pay the bill. My service was canceled and i was told i had broken my contact. Due to their neglagence i told them i would never pay them a dime. Not that i was able to anyway. I then was contacted by their area supervisor telling me he would have the debt wiped. Then i recieve an email stateing it was sent to collectiona and the would no longer discuss it with me. This is a scam and fraud.

  

  Business Response

  Date: 05/01/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. Safe Haven sets a high standard for ourselves, and we are truly sorry to hear that this standard was not met in the customer’s experience. We understand the customer has some concerns regarding billing and cancellation, but it seems that there may be some confusion regarding the events that transpired while the account was active. Safe Haven would like to take this opportunity to provide additional clarity.

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

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

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

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

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/28/2025

  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 January 25, 2025 I signed a contract with SAFE HAVEN
  SECURITY, a third party authorized ADT Dealer. I signed a 36 month contract for
  monitoring services for a residence at **** ****** ******* ****, Brunswick, GA
  for a professionally installed system.
  On April 2, 2025 I moved from **** ****** ******* ****,
  Brunswick, GA to 6904 Laurel Island Parkway, Kingsland, GA.
  On April 3, 2025 I signed a contract with ADT Directly (not
  a third party dealer), to have services relocated from my Brunswick address, to
  my Kingsland address. It was agreed upon that I receive self- set up equipment
  as it is in an apartment and I could do it myself.
  The remaining balance from SAFE HAVEN SECURITY was
  $1,633.25.
  It was agreed upon that with Successful setup with the new
  ADT system thru ADT direct, that there would be a charge back to ADT directly
  and I would not be held to paying the $1,633.25.
  SAFE HAVEN has not provided receipt of me being relived
  however they have re assured me over the phone that I am not due any amount any
  more to SAFE HAVEN.
  When speaking with SAFE HAVEN, they stated that in order for
  the charge back to be charged to ADT, they had to submit a ticket to ADT, and
  ADT would have to acknowledge the ticket to ensure that services are set up and
  are being monitored, identical to as it was with SAFE HAVEN.
  I have had contact with SAFE HAVEN on April 15, 21, 23, 25,
  all to ensure that the connection and relocation has taken place. I have spoken
  with Account Specialist ******
  I was advised once SAFE HAVEN and ADT are able to verify
  services, the ADT contact would be the only one applicable to me and the SAFE
  HAVEN contract would be null and void. As of today, 10:12 am, 04/25/2025, my SAFE
  HAVEN contract is to be null and void because all the proper steps of
  relocation were complete on my end.
  I contacted ADT directly, to ensure that I am within the
  confines of their contact and they stated they are.
  On a previous phone call with ADT I spoke with Johnathan,
  (877-534-2947) and he stated once ADT receives the charge back from SAFE HAVEN,
  their (SAFE HAVEN)s contract is null and void and it is just ADT’s contract
  that I am bound to, with a 30 day cancellation guarantee.  
  Since the transfer of services has taken place, and the
  relocation is complete, and since I am still within the 30 day window I called
  ADT to attempt to cancel today, however I was told that the 30 day guarantee
  does not apply to me and that I have to cancel outside the window of 30 days, because
  if I cancel within the window of 30 day’s I am liable for all of SAFE HAVEN’s
  contractual early termination fees.
  In order for me to cancel, and not be bound by SAFE HAVEN’S
  contractual early termination fee’s, I would have to cancel on the 31st day, which would be May 4th, which I would then be bound by my new
  ADT Contract, early termination fees.
  
  It is unfair and misleading that ADT will complete a
  relocation of service, have me sign a new contract, promise to waive early
  termination fees from their authorized dealer, SAFE HAVEN, essentially give me
  a 30 day window to close, after all the proper steps have been provided and completed
  on my end, and then not let me cancel new services.
  
  I do not want SAFE HAVEN monitoring and at this point I do
  not want ADT monitoring.
  I do not want to be held liable for any early termination
  fees from either contract because of differing information from both
  businesses.
  
  There was a monitored and recorded phone call, that was had
  that was also a three way phone call between SAFE HAVEN AND ADT.
  I want to be relieved of both contracts fully and am willing
  to return equipment.
  I can provide both contracts, and all recorded phone calls. The
  phone calls and contracts are deceptive and contradict each other with
  inaccurate information being disseminated. 

  

  Business Response

  Date: 04/28/2025

  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.

  Customer Answer

  Date: 04/28/2025

  I need more space than 2,000 characters.

  

  Business Response

  Date: 05/02/2025

  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. After reviewing the account records, Safe Haven reflects that the customer’s chargeback has stopped due to the new account that was acquired directly with ADT.

  As a result, the customer does not owe Safe Haven an early termination fee as of now. However, in the event the customer was to cancel this account before it has been solidified, he may be subject to the original early termination fees.  We understand the customer has some concerns related to cancellations and potential early termination fees regarding his current account with ADT, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint.

  Given the above, we would kindly request the complaint be redirected towards ADT corporate. ADT has an oversight into cancellation and chargeback terms. The customer would need to discuss his concerns directly with ADT as Safe Haven has not received any additional updates regarding his account status, and they will be able to address the concerns raised.

  We hope this helps!
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 05/02/2025

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

  as of yesterday, May 1, 2025 I spoke with ADT in regard to their early termination fees for third-party authorized dealers and they stated that if I terminate ADT’s contract directly within the 30 day moneyback guarantee timeline, I will be oh Safe Haven‘s early termination fees, in its full state. 
  

  This is absolutely unfair because I already signed a new agreement with ADT specifically on the third of last month and nowhere in the contract. Does it say that I’m able to provide that as well? The phone call with ADT yesterday was monitored and recorded and it was over one hour in length.
  

  in regard to the system that I have with Safe Haven security that system is still being monitored and will be monitored until the 30 day trial is up with ADT. It is absolutely not fair that I still have to be locked into a contract for an additional 30 days with safe Haven after I already signed a new contract with ADT. 
  

  Currently, I have two services being monitored right now one through Safe Haven at one address and another through ADT at another address. 

  It is not conducive to the consumer that ADT will not honor terminating a contract once a new one is signed with them to waive termination fees. 
  

  However, I don’t see why Safe Haven themselves cannot terminate their own contract with this knowledge in mind in regard to bad practice. 
  

  the appropriate company to make a complaint to is absolutely safe haven as I have signed a contract , relocated to ADT and I still have an open contract with monitoring at safe haven. 
  

  safe haven even stated in their reply that I don’t owe anything as of yet. Well if I cancel ADT’s contract before the 30 days ends, that means I’m locked into Safe Haven’s early termination fees, even though I can return the ADT equipment for the new contract it is bad business all the way around. 
  

  ADT and Safe Haven are working in tandem to ensure that early termination is collected from either company. 

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

• 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 ****** ******* ******* * **** ** ******* **** ** *************
  
  ** ***** *** *** **** **** *** **************
  
  
  **********
  **** ***** ******** ********* ***