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:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT contacted me for a security system, who they contracted safe haven. Safe Haven tech came into my home and installed the discussed equipment except for cameras. The tech stated that camera could not be installed that day due an electrical issue in the attic. He assured me that him and safe haven would get the camera worked out and had me sign off on a paper and stated "can you please sign off on the equipment I did install today, you have 3 days to cancel your contract penalty free" which I replied "how will I know if I want this system or not without cameras?". He replied "the 3 day period begins after all equipment is installed including cameras". He then scheduled to come back in 2 weeks. He made me think there was nothing I could do except get my attic rewired. I called to try and cancel because I did not want to go through with rewiring. After a long back and forth and multiple calls they sent another tech to come install the cameras. He installed the camera with my permission while I was not at home. When I did get home 2 outlets in the same room he ran the camera too were not working. I immediately called and a tech manager came out the next day to inspect. He said there was nothing him or safe haven could do. I paid $500 out of pocket to have my outlets fixed that they're tech messed up. Total unprofessionalism from safe haven, verbal extended warranties provided by their employee that they will not honor, horrible customer service, lack of consideration, promises made under false pretenses from multiple employees. I am seeking for the company to honor the verbal warranty presented by their employee and let me cancel penalty free due to the reasons listed above. Their employee voided any contract I signed with them with his verbal extended warranty therefore the contract is voidable. And to be clear I would have not had a problem agreeing and paying for their service if this company showed any professionalism, instead of shady tactics.

  

  Business Response

  Date: 02/21/2025

  Dear
  Better Business Bureau,
  
  Please
  accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the 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 concerns.
  
  Respectfully,
  throughout our investigation, Safe Haven has not identified any evidence to
  substantiate the customer’s allegations. Safe Haven makes a conscious effort to
  maintain transparency and ensure that our customers fully understand the terms
  and conditions of any agreement they enter into with Safe Haven, specifically
  the equipment being provided, and the rescission period utilized to enforce a
  penalty-free cancellation. The customer’s installation took place on January
  13, 2025, and he signed an Alarm Services Contract that included a Broadband
  Rider and Notice of Cancellation document that outlined a right of rescission
  date, “NO LATER THAN MIDNIGHT OF 01-16-2025”.
  
  Additionally,
  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 consumer to sign and date the Notice of -Cancellation document
  opting to exercise a penalty-free cancellation within the designated time
  period. Safe Haven has addressed the customer’s inquiries regarding an
  “extended warranty” and the terms related to early termination.
  
   At this time, we understand our decision may
  be unfavorable to the customer, but we are upholding the contract terms 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
  their cancellation request. Customers may cancel at any time of their choosing,
  however, in the event a customer requests to cancel outside the designated
  rescission period, they are subject to the terms and conditions of the alarm
  services contract. (See page 5, term 2). The customer may contact us directly
  at 844-413-1920, 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

  

  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 rejection submitted by the customer. We understand the customer’s dissatisfaction regarding the previous response, but Safe Haven provided all necessary information upfront for the customer to make an informed decision to move forward. Safe Haven did not receive a Notice of Cancellation within the rescission period or a cancellation request within the allotted time frame further making the customer ineligible for a penalty-free cancellation.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. Safe Haven is hopeful we can restore the business relationship and move forward in a positive direction. We kindly encourage the customer to utilize the previous contact information provided should the customer be experiencing any service-related concerns or have any additional concerns about their account. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Once again, the terms I signed were signed with good trust. The explanation I was given did not match the terms I signed. And once again a safe haven employee damaged my home and through multiple complaints no resolution was ever offered so I’m $500 out of pocket for their mistake. I was misled and offered false promises, guarantees, and warranties, and have a witness to all of the in person conversations me and safe haven employees have had. Shameful tactics used by safe haven to make up for the lack of service, customer service and decency. 
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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.

  Military Orders Cancellation of Service.
  On February 17, 2025 I emailed a copy of my military orders to Safe Haven. I am due to report to Okinawa, Japan no earlier than 1 July 2025, no later than 31 July 2025. I recieved an email back from customer service stating "Thank you for contacting Safe Haven Customer Support. Safe Haven has reviewed the supplied document and see that the dates for the detachment aren't until between 7/1/2025 and 7/31/2025. At this time, it would be too soon to accept the cancellation with no termination fee. You can resubmit your request as the time is closer to your detachment date."
  
  I called Safe Haven after doing some research regarding their cancellation policy for military orders. There is no published policy for customers regarding a time line associated to that remark. The customer service representative, who was amazing, did her best to research that policy also. She got back to me and stated it was company policy that it had to be within 30 days of departure. I asked her if she could email me that policy so I could educate myself. She told me to hold so that she could ask her supervisor for the policy. She got back to me and stated that this was an internal policy and not a public policy for customers to have. I let her know that seems a bit odd and sounds more like a subjective policy. Does not make sense that there is an internal policy that is not common knowledge or eligable for Active Duty Service Members to be aware of.
  
  This is a pure indication that Safe Haven fails to keep their customers informed at time of sale/purchase. To leave from the United States to any military duty station overseas takes a considerable amount of time. Between medical screenings, shipment of house hold goods, putting homes up for sale, etc...

  

  Business Response

  Date: 02/21/2025

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

  In efforts to provide excellent customer service, Safe Haven would like to take this opportunity to help provide better clarity regarding our internal policies. As a general rule, Safe Haven doesn’t provide internal company documents and policies unless required by law to do so (e.g., subpoena, court order, or some other law that requires disclosure). We do comply with the Servicemembers Civil Relief Act (SCRA), but there's nothing in the SCRA that requires a company to disclose its policy on that subject.

  Safe Haven honors and respects our nation’s military personnel and to show our appreciation for Safe Haven customers serving in the military, we offer conditional, penalty-free cancellation should our nation require overseas service. As a courtesy, a member of our customer support team will be reaching out to the customer to help cancel the account and address any additional concerns the customer may have. Safe Haven thanks the customer for their patience and understanding while we work towards an amicable resolution for both parties. We look forward to resolving this matter and restoring the business relationship in a positive direction.

  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/21/2025

  
  
  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. Safe Haven was quick to respond and email me regarding the cancellation. I understand that a buisness may have internal policies. I would ask that if those policies have an affect on a customer, especially service members, that it is captured in the contract agreement. This would elliviate the back and forth between customer and buisness. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven Security/ ADT sent a technician to my private residence; I advised him to please place a sensor at the front door, back door, door leading into the garage. The technician put one of the sensors on my broom closet instead of garage entrance door.
  The biggest issue became when the Safe Haven/ ADT technician removed my very expensive RING CAMERA, replaced it with the ADT camera, and then STOLE MY RING CAMERA.
  Safe Haven/ ADT technician was reportedly fired from their company prior to my complaint for other reasons.
  Safe Haven and ADT both told me that there is nothing they can do to help rectify the theft situation. The value or replacement of the camera was something both companies were unwilling to accommodate, credit towards future billing was deemed unacceptable as well. Every idea that I thought of was turned down by their customer support teams. Not only did they turn my suggestions down, they did not offer any resolution terms of their own.
  Most unfortunately, after this I decided I wanted to end my contract with this company (look how the first few months have gone so far. Improper positioning of sensors, theft of private property, and zero accommodation for troubles delt to the customer). Safe Haven and ADT both said that I cannot cancel my contract with them without paying the full early-cancellation fee (which would be in excess of $1,000).
  THE IRONY OF A COMPANY BUILT BY REPUTATION AND DESIGNED FOR THE PROTECTION OF PERSONAL PROPERTY, IRONICALLY WAS RESPONSIBLE FOR THEFT OF PERSONAL PROPERTY AND UNWILLING TO HELP THEIR CLIENT OUT. I asked Safe Haven/ ADT’s (Bridget) who is a cancelation specialist that told me there is nothing they can do and will have to charge me in full if I want to leave; I asked “is the reputation of Safe Haven and ADT less valuable than the no-cost-to-them contract cancellation?” Unfortunately the outcome of the representatives has shown their answer to be a YES.

  

  Business Response

  Date: 02/21/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience.  As a result, we would like to take this opportunity to provide additional clarity regarding the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and have already addressed this matter with the account holder. After reviewing the account records, we wanted to provide clarity about the timeline of events that transpired. Safe Haven installed services at the residence on September 23, 2024, and did not receive any communications from the customer for over three months. On December 31, 2024, Safe Haven was first notified of the customer’s concerns regarding stolen property and issues with the placement of his sensors.
  
  In efforts to address the customer’s concerns, Safe Haven scheduled a service appointment with a technician manager on January 4, 2025. During the service appointment, the technician manager spoke with the customer and his father to discuss the events that transpired during the installation. At that time, the customer advised he thought the installation technician put his old ring camera in the ring box and had just recently realized there was no doorbell in the box. The technician manager advised the customer due to the length of time that had surpassed since the installation, we would be unable to guarantee any type of reimbursement or credits for equipment we do not carry due to lack of hard proof the customer provided to support the installation technician had stolen the device.
  
  Additionally, the technician manager relocated the garage sensor to an area that was to the customer's preference and made sure everything was up and running to his liking. Before leaving the residence, the technician manager escalated the customer’s concerns with the territory manager as well to confirm Safe Haven would not be able to offer any additional guarantees or compensation related to the missing doorbell. Both the customer and his father understood this was Safe Haven final decision prior to leaving the residence.

  At this time, Safe Haven acknowledges our decision may be unfavorable to the customer, but we are unable to provide a penalty-free termination. We were not provided with any evidence to support the customer’s theft allegations, nor were we notified within an appropriate time frame. Safe Haven understands the customer no longer wishes to continue the business relationship with our company, and as a result, the customer has been provided an early termination fee quote. These terms can be found on page 5 section 2 of the Alarm Services Contract. If the customer wishes to proceed with their request, they would be subject to early termination fees. We kindly encourage the customer to contact our customer support team once they are ready to move forward with the cancellation process. 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 consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again, how could I or anyone prove theft without catching it on camera. Asking for this proof is unfair. Ask your former employee that you fired what he did with it. You (SAFEHAVEN) keep changing and playing with my words/statement. You (Safe haven) have offered absolutely no form of conflict resolution or suggestions to attempt to make me whole or even in the slightest bit in a better position than how your terminated employee has left me. Unfortunately, you have done nothing other than just saying "no" a whole bunch of times, so much for customer service and for being ambassadors of your brand. 

  Please keep a look out for a summons being filed shortly and soon on its way to your office.
  
  
  
  Sincerely,
  

  
  
  ******

  

  Business Response

  Date: 02/26/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) final response to the rejection. We understand the customer’s dissatisfaction with the previous response; however, our decision remains the same. Safe Haven acknowledges that the customer may not be able to prove theft occurred without a camera to capture it, however, the customer has failed to provide evidence the alleged theft occurred at the time he is alleging it occurred.
  
  Please note, the customer has alleged he assumed his personal device (not provided by Safe Haven) had been placed in a box during the installation. The customer did not confirm the device was placed in the box, only assumed, and also did not check the box where he assumed the device had been placed for over three months. It was at that time he alleged the device had not only gone missing, but that the technician had stolen it three months prior when he assumed it was originally placed.
  
  As a result, Safe Haven cannot replace a device. Safe Haven has not changed any words or statements captured on our recorded calls. We acknowledge the customer’s personal feelings regarding this matter and addressed the customer’s concerns immediately when they were brought to our attention. Although the customer does not like the result of our decision, it does not negate Safe Haven’s efforts of initially addressing this when the customer first brought it to our attention.  
  
  At this time, the customer may take the necessary steps he feels appropriate, but the contract terms stand. If the customer would like to purchase additional equipment or has any questions regarding his account, he may contact our customer support team at the previous contact information provided.
  
  Thank you for your time.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/11/2025

  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.

  February 2024-ADT rep (dba Safe Haven Security) knocked at my door. She explained that I would pay for equipment upfront ($149) and billing was month to month-cancel at any time-no additional fees. She stated that there would be no need for permits in my area, as I asked explicitly due to prior experiences, and proceeded to walk me through “where to sign” digitally. I’m thinking she’s knowledgeable and HONEST, so I signed the boxes. Now I’m discovering that their monitoring is no better than a RING camera, as I have to pay for permits for them to actually contact authorities in case of an emergency, which I explicitly stated I wasn’t interested in doing prior to signing. Hence the fine print on a contract that I’ve only recently been granted access to states otherwise. I’ve been attempting to reach a LIVE agent off/on for over 6 months. All they do is try to give me reasons to stay or tell me how easy it is to purchase permits or tell me I’m speaking with the wrong department for cancellations AFTER holding me hostage on the phone for 45 minutes or longer.

  

  Business Response

  Date: 02/11/2025

  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: 02/20/2025

   
  
  Complaint: 22918245
  
  
  
  I am rejecting this response because: Safe Haven/ADT have both given me the runaround. I call ADT, they send me to safe haven and vice versa. I’ve been placed on hold for over 45 minute intervals attempting to reach a representative that could assist with the issue. So the fact that copious records are not with this company is even more of a reason I will not remain with them. It was only after 6 months into the contract that I had an alarm that went off, and I was notified that my services were not connected to emergency services. THIS part was not clear, nor was it clear that I was not being serviced by ADT. So of course, it’s been a while since signing the contract to discover the truth about the services. I was under the impression that Safe Haven was simply being used to solicit business for ADT. Also, as far as that contract goes, maybe I should have took an hour to read each and every line that I inquired about while the representative was leading me through a digital version, but then again, the representative should have had more integrity and been upfront and honest about permits and who was truly monitoring my home. With that stated, I fully plan to end my services with BOTH companies to be certain,regardless.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 02/21/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We
  understand the customer’s dissatisfaction with the previous response, however
  Safe Haven has not had any communication with this customer since the
  installation of services. Safe Haven has not given the customer any “runaround”
  and we previously addressed the customers concerns related to the terms and
  conditions of the contract.
  
  At this time, our decision remains
  the same. Safe Haven understands our decision may be unfavorable to the
  customer, but we are upholding the terms and conditions they signed. We
  encourage the customer to utilize the previous contact information provided
  should they have any additional questions or concerns.
  
  Thank you for your time.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/07/2025

  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.

  The night I bought my new home, before I had moved in with my family and our belongings, there was a break in. The next day, a salesman from Safe Haven Security came to my door to sell me an ADT system. He was very friendly and told me all about how his company would be a lot better than the **** system I had already purchased, and installed. He scheduled a technician to come and install the system "for free." When the technician came, it was later in the evening and he wrote up an equipment quote for an immediate payment of over $5000 dollars, which I declined, because I couldn't afford it. I was under the impression that some equipment would be included for free or added to my monthly bill, with the proffesional monite****, for around $75, a month, for the first 36 months, at which time my bill would likely increase, due to inflation. A lot of the equipment he had listed was stuff I did not need or want. He ended up rewriting the quote, twice, to get the total down closer to $700. I was told that this included 10 window sensors (unnecessary), a CO2 monitor, a smoke/heat detector (unusable), a smart thermostat (unusable), a key fob (unusable), a smart plug (unnecessary/unusable), an indoor camera (unnecessary), and a smart lock. All of the equipment that I told him was unnecessary, he said was included for free. I was told that the install was free, as well. The install ran late into the night, and did not include the thermostat, which the technician told me he was not qualified to install. I was never able to get the smart plug and key fob to work. The heat detector would go off when anyone took a shower. I had someone come out to install the smart thermostat, and they informed me that my home didn't support a smart thermostat. I contacted the tech to get a return for the thermostat, and he told me that his manager said that I could only exchange it. I tried to cancel my service and was told that I could not cancel without paying a cancellation fee of $1000+.

  

  Business Response

  Date: 02/10/2025

  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 concerns 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, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. Prior to the installation, Safe Haven collected a residential work order reflecting the equipment package provided with the customer’s signature agreeing to the details listed. The customer’s signature was authenticated through the customer’s personal email address, further undercutting the allegations of the equipment agreed upon prior to the installation.
  
  Second, du**** the installation the customer was presented with additional equipment and upgrades to purchase at her discretion. When a customer opts to purchase additional equipment, Safe Haven collects wet signatures from the customer on a home customization sheet and a credit card authorization form acknowledging the additional equipment and costs associated. In addition to the wet signatures collected, Safe Haven collected electronic signatures within the Alarm Services Contract (“the Contract”) that itemized details of the equipment installed. Each of the electronic signatures were authenticated by the customer’s email address which contradicts the customer being unaware of the additional charges or that the equipment coverage originally agreed upon had not sufficed. The equipment that was initially provided had been disclosed in detail and agreed upon as sufficient prior to the installation. It was the customer’s decision to purchase additional equipment, and when that occurred, additional compensation was required.
  
  Third, the Contract provides explicit terms and conditions regarding early termination and the right to rescind. The Notice of Cancellation document can be found within the Contract on its own page detailing the designated time frame in which a customer can exercise said right, however, the customer failed to do so within the eligible time frame, therefore making her ineligible to return equipment purchased or terminate the contract altogether. The terms and conditions found within the Contract signed outline terms regarding early termination and can be found under the “IMPORTANT TERMS AND CONDITIONS”, on page 5, under paragraph 2. In the event the customer had chosen to enforce her right to cancel du**** the rescission period, she would have been eligible to cancel penalty-free or return equipment purchased.

  At this time, we acknowledge our decision may be unfavorable to the customer, but Safe Haven is unable to honor the customer’s request of a penalty-free cancellation or a refund for additional equipment purchased. Safe Haven provided all necessary information upfront in efforts to help the customer to make an informed decision and we stand by the terms and conditions signed. In efforts to provide excellent customer service and maintain a positive relationship, Safe Haven would be happy to help address any additional questions or concerns the customer may have. We can be reached at ************* Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.

  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  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 rejection. We understand the customer’s dissatisfaction with the previous response, but the Alarm Services Contract on file is valid and has not been deemed voided.
  
  At this time, our decision remains the same. The customer was provided with all necessary information upfront to make an informed decision and Safe Haven did not receive and cancellation requests within the designated time frame to do so. 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 contract information provided should they have any additional questions or concerns related to their account.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/28/2025

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

  The business is continues to reference, and attempt to enforce, an invalid contract.
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service 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.

  If I could give them a negative review, I would.
  First, I purchased their "smart" thermostat but they could not install it. So, I had a friend install the thermostat. It seemed ok for a few days. Then I went out of town and turned off the thermostat. My uncle happened to stop by and the house was a sauna! The temperature on the thermostat just read "hot". I checked my app and the last reading was 131 degrees! It was hot enough to kill most of my plants and melt a candle. The only way to get the unit to stop running was to turn of the furnace itself. I removed the thermostat and put up my old one and no issues since. I was not able to return the unusable thermostat.
  
  Second, I transferred by services in July 2023. However, Safe Haven failed to cancel the service at my old house. Unfortunately, I did not realize I was still paying on both properties until July 2024. I called Safe Haven and they seemed helpful, canceling the old service and indicating that they would issue a refund to ADT, then ADT would provide me the refund. Well it's been almost 7 months now and I have called ADT & Safe Haven at least 7 times. Every time I get a different story and still have no refund. Today, when I tried to call the local number said it was not valid.
  I cannot get an answer from Safe Haven or ADT.

  

  Business Response

  Date: 02/05/2025

  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 values its customers and strives for an excellent customer experience. We deeply regret any frustrations the customer has endured based on the details of the complaint.
  
  After reviewing the account records thoroughly, Safe Haven believes this complaint may need to be directed towards ADT corporate. Safe Haven does not have any records advised the customer Safe Haven would issue a refund for monthly billing. Our records show Safe Haven advised the customer she would be responsible for requesting a cancellation on her account and that ADT oversees monthly billing. We do not have authorization over account terminations or monthly billing and any concerns related to such would fall under ADT’s jurisdiction.
  
  Based on the history of the account, it would seem the concerns regarding the billing refund would need to be redirected towards the appropriate company. At this time, Safe Haven strongly encourages the customer to contact ADT at *************** regarding her account concerns. Should the customer need assistance with getting connected to ADT, she may reach out to Safe Haven at ************, Monday through Friday 8 AM to 7 PM Central Standard Time.
  
  Thank you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/03/2025

  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.

  The manager never told us we were getting locked into a 3 year contract or had to pay a monthly monitoring service fee. In the beginning I asked if ADT still had the 6 months to cancel like it says on the ADT website and he said yes. I have had nothing but issues with the equipment, things will fall offline and in order to get them back online I have to have someone come out and fix it which costs money, they told us to put tape over our window sensor instead of coming to fix it because it kept setting the alarm off. Our front door is always saying its unlocked and bypassing the system but when we go and check the door is locked, our outdoor cameras don't work. When we schedule for someone to come out they don't come the day we scheduled. I called back 1-2 weeks later asking what was going on and she told me that it would take 24-48 hours for someone to reach out to schedule an appointment with me. The very next day I get a text stating a technician was on their way when I was never informed that they were coming that day and time. when I called to cancel a while ago I was told that they will send a technician out for free and not to cancel. I was then told when I called back to cancel a second time that there is a 3 day cancelation period, but we didn't even have all of the equipment installed and up and running in those 3 days. I was told that there is a voice automated system that is played before they install but they wont let me have the recording and they don't know who can listen to the recording or where it even is. In the beginning we had to either pay for the equipment out right or use a third party such as ******. Now that we have tried canceling they want us to pay not only the remaining $2732 on ****** because they wont let us return the equipment to them for a refund but also 75% of the monitoring contract which is over $1633.25. Finally there is no place to file a complaint with them without using a third party such as the Better Business Bureau.

  

  Business Response

  Date: 02/05/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we would like to take this opportunity to address the issues outlined within the complaint.
  
  After reviewing the account records, Safe Haven has been unable to locate any information that would support the details listed within the complaint. We have conducted a thorough investigation of the account, and we respectfully disagree with the customer’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and the customer’s interactions with customer service. Safe Haven was unable to locate any information to support the customer was not provided all necessary information upfront (Alarm Services Contract (“the Contract”), ACH form, Notice of Cancellation Document) outlining the terms and conditions of the agreement to review at her own discretion.
  
  Furthermore, when reviewing the initial sales call, the customer did not inquire about the contract term length at any point during the conversation. The Contract term length can be found on the first page below the customer's initials and throughout multiple pages of the agreement that the customer signed. The Notice of Cancellation document can also be found within the Contract signed, which outlines explicit details regarding the right to enforce a penalty-free cancellation. Should the customer have had any concerns related to the rescission period, she had ample opportunity to utilize her right to rescind and failed to do so.
  
  Safe Haven wants to assure the Better Business Bureau that we take the customer’s concerns seriously, however, at this time we are unable to honor a penalty-free cancellation. We acknowledge our decision may be unfavorable to the customer, but our decision is final. If the customer would like to proceed with terminating the account, she will be subject to the terms and conditions related to early termination. Safe Haven encourages the customer to contact our customer support team if she has any additional questions. Our customer support team can be reached at ************ Monday through Friday, 8 AM to 7 PM Central Standard Time.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submitted by the customer. We understand the customer’s dissatisfaction regarding the previous response, but Safe Haven’s installation technician provided all necessary information upfront for the customer to make an informed decision to move forward. At no point in our previous response was there any reference to the customer agreeing to the contract terms on a recording.
  
  Inadvertently, the customer has admitted going through the process of signing the electronic contract without reading it in her response. Safe Haven provided all necessary information for the customer review at her own discretion during and after the installation. A copy of the electronic contract was emailed to the customer’s designated email address on file instantaneously the moment it was signed. Safe Haven did not receive a Notice of Cancellation within the rescission period or a cancellation request within the allotted time frame further making the customer ineligible for a penalty-free cancellation or refund.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. If the customer would like a refund from ******, she will need to contact that company directly because Safe Haven cannot speak on ******’s behalf.  We kindly encourage the customer to utilize the previous contact information provided should the customer have any additional concerns about their account. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when we talked to customer service over the phone she stated that there was a recording, but was unable to provide proof of said recording. She told us that everyone has to do the recorded call BEFORE the contract telling us ABOUT the contract. But now you are stating that there is no recording. So again someone is lying and scamming us. The equipment never worked. We didn’t even have all of our equipment up and functioning in the 3 days. Jose the manager lied to us while signing up.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/31/2025

  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.

  The tech never finished the install (1/25/25) and charged us for an item that was supposed to be included, per the sales rep ******** ******. When we called ******** about our dissatisfaction on 1/27/25, we left a voice mail stating our intent to cancel. ******** called us back on 1/28/25 and when we told him we wanted to cancel, he said he would talk to his manager. This was an attempt to delay our cancellation past the 3 day cancellation window. We called him again on 1/29 and 1/30. We haven't been able to reach him. When we called customer service on 1/30 and expressed our intent to cancel, they hung up on us. When we called again, they said they had to wait to confirm with ********. We've emailed and called multiple times with no response. There is proof of us calling on 1/27/25 on ********* voicemail to confirm our cancel request. ******** advised us to only call him and even sent an email to the same, to call him directly with any issues. This is all his attempt to keep customers from cancelling. He delays them with promises of a solution until he's outside the 3 day window so he won't lose his commission.

  

  Business Response

  Date: 02/05/2025

  ear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we have committed to addressing the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and have already addressed this matter directly with the customer in a satisfactory manner. After reviewing the account records, Safe Haven escalated this matter internally within the Affiliate division and a member of their escalation team reached out to the customer on 2/3/2025, offered to issue additional refunds, provide vouchers towards additional equipment, and offered to schedule an additional service appointment. The customer accepted the offer and at this time this matter has been resolved. We kindly encourage the customer to contact Safe Haven if they have any additional questions or concerns. Safe Haven thanks the customer for their patience throughout this process, and we’re hopeful we can move forward in a positive direction
  
  
  Sincerely,
  ******** ******
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22883652, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:01/24/2025

  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 have had problems with my alarm panel since November. This would be the second time in a year my panel stopped working. ADT has been out 4 times and it is still not fixed. The dates of the service call follow ups are 11/20, 12/19, 12/31 and 1/17. I have had 4 different "diagnoses" a broken cord, a broken monitor, a dead battery and the last time a transformer. No one knows what they are doing. The last guy did not keep the appointment time window of 4 hours and I had plans that night. My window was Noon to 4. At 3:20 he called and said he would be there by 4:08. At 4:23 I called the main number and said to just cancel him. Yesterday I called the last phone number I had asking for help since she helped before. She said she would have a supervisor call me. I had talked to this lady on the 3rd planned visit when the tech said they were on their way and I verified there was no charge. He said he would have to see if there is a charge when he gets there. No one has called to follow up. I continue to pay every month for a service that does not work. Can you please help?! The last number I had/called was ************, but I don't know the lady's name. I am getting the run around. I'm so frustrated. Thank you for your help.

  

  Business Response

  Date: 01/27/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. We understand the customer has some concerns ADT Servicing, but it seems that there may be some confusion regarding the appropriate company to address 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.

  Based on the information provided, we would kindly request the complaint be redirected towards ADT corporate. Safe Haven has not communicated with the customer or serviced the customer since October 2023 and the customer has been outside of Safe Haven’s service warranty period since of 5/19/2024. ADT has oversight over their service warranty, and they will be able to address the concerns raised. We hope this helps!
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/03/2025

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

  This company could not even offer a contact person at ADT to help me. I am dumbfounded. I just filed a complaint with the PA Attorney General. Thank you.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 02/04/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's rejection. Safe Haven acknowledges the customer's dissatisfaction with our previous response, however, the complaint issued was sent to Safe Haven in error. Our previous response was intended to alert the Better Business Bureau to redirect the customer's complaint to the appropriate company directly in efforts for the customer's concerns to be addressed with ADT.  As the customer explained, they had concerns related to ADT Servicing and Safe Haven has not communicated with the customer or serviced the customer since October 2023.  Safe Haven sets a high standard for ourselves, and we are truly sorry that our previous response failed to communicate our efforts in getting the customer's concerns redirected to the appropriate company.
  
  Unfortunately, without knowing the specific division/ representatives the customer interacted with at ADT, we were unable to provide a direct point of contact outside ADT corporate's general contact number. Safe Haven is happy to provide their number which is, **************, but we not intentionally fail to provide information. The complaint concerns did not involve Safe Haven Security Services, and we are disappointed that has caused any further frustration to the customer's situation or caused further escalation to additional complaint platforms. We appreciate you your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC
  

• Initial Complaint

  Date:01/21/2025

  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.

  To whom it may concern at the Better Business Bureau:
  
  I am writing to file a complaint against Safe Haven Security and ***** ******, an authorized ADT dealer, due to ongoing billing and customer service issues.
  
  Despite paying the installation fee upfront, I have been charged excessive and recurring monthly fees, along with additional charges that were not part of my original agreement with ADT. I have attempted to contact ***** ****** multiple times, as instructed at the time of purchase, but she has been unresponsive. While I have not received a direct response from her, I did receive a voicemail from someone claiming to be her supervisor, but they have not responded to my subsequent calls or addressed the billing issues.
  
  Additionally, the technician who began the installation has not returned to complete the setup, leaving me with a partially installed and unusable system. Despite multiple attempts to resolve these issues directly with Safe Haven Security via email and voicemail, I have not received a satisfactory response. I am now pursuing a claim with my bank and filing this complaint with the Better Business Bureau.
  
  I believe that Safe Haven Security has engaged in unfair business practices and am seeking a refund for the charges, as well as a resolution to the incomplete installation. I have attached copies of my correspondence with Safe Haven Security for your review.
  
  I can be reached at l********************** ** ************* Thank you for your time and attention to this matter.
  
  Sincerely,
  ******** ****

  

  Business Response

  Date: 01/27/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Safe Haven strives for an excellent customer experience and we are disappointed the customer experienced anything less of that. We are committed to addressing the customer's concerns and  would like to take this opportunity to address the complaint concerns and provide additional clarity. 
  
  After reviewing the account records Safe Haven has conducted a thorough investigation of the account, and we respectfully disagree with the customer’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and the customer’s interactions with customer service. The customer entered into a 36-month agreement for alarm monitoring services on 9/14/2024. Please note, Safe Haven has not been to the customer’s residence since the September 2024 installation, nor has Safe Haven customer service received any communication attempts from the customer detailing the concerns listed throughout the complaint.
  
  During the installation, the customer purchased additional equipment at her own discretion. Safe Haven collected a signed home customization form detailing the costs of the equipment along with a signed credit card ACH authorization form (see attached) approving the additional charges to be set up on recurring (Flex pay) billing. The customer signed an Alarm Services Contract (“the Contract”), which included the additional charges referenced above on page 4. This documentation provides compelling evidence undercutting the allegations against the sales representative and the installation technician.
  
  Furthermore, Safe Haven received a chargeback from the customer’s financial institution for the final flex payment after the customer disputed the charge on 12/30/2024. Safe Haven tried to contact the customer on 1/8/2025 and sent a collection notice for repayment through postage. The notice advised the customer the remaining amount owed ($274.12) would be due in full no later than 1/23/2025 to prevent further collection efforts with an outside agency. Safe Haven has yet to receive any return communication since reaching out to the customer.
  
  At this time, Safe Haven cannot refund the customer any charges and the remaining flex payment owed is valid. Safe Haven does not have authority over ADT Billing, but we encourage the customer to contact ADT Billing regarding any billing adjustment requests. In order to address the installation concern listed within the complaint, Safe Haven kindly encourages the customer to contact our customer support team once she has fulfilled the outstanding payment due. Safe Haven customer support can be reached at ************, Monday through Friday 8 a.m. to 7 p.m. Central Standard Time. We look forward to working with the customer and helping provide a satisfactory resolution between both parties.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/10/2025

  I do not agree with Safe Haven Security's assessment or BBB closing the complaint. I will reach out to this business directly to make an attempt to cease doing business with this company as I no longer trust their practices or way of doing business.