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:02/07/2025

  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. 

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2024, shortly after moving into our home, we were approached by two individuals claiming to be ADT employees. They offered a home security package, assuring me that I could cancel at any time and that there were no long-term commitments. At no point did they disclose they were from Safe Haven Security, an authorized ADT dealer.
  
  Based on these assurances, I agreed to the installation. The equipment included:
  • Smart Home Touch Screen (Qty: 1) – $599
  • Door Contacts (Qty: 3) – $387
  • Window Contacts (Qty: 3) – $387
  • Smoke Sensor (Qty: 1) – $229
  • Outdoor Cameras (Qty: 2) – $698
  
  I paid $160 upfront and have been paying $63 monthly ever since.
  
  Nearly a year later, when the payments became a financial strain, I contacted ADT to cancel, only to discover my contract was with Safe Haven Security, not ADT. When I called Safe Haven, they refused to cancel the service, claiming I had signed a binding contract after installation. This was never clearly explained, and their claims directly contradicted the verbal promises made during the sale.
  
  Safe Haven Security engaged in several deceptive practices:
  1. Misrepresentation: The sales representatives claimed to work for ADT, never mentioning Safe Haven.
  2. False Promises: They assured me I could cancel at any time without penalty.
  3. Pressure Tactics: The contract was presented after installation, leaving no opportunity to review or reconsider.
  
  Research revealed similar complaints about Safe Haven’s practices, including false claims, misrepresentation, and difficulty canceling contracts.
  
  Resolution Sought
  
  I request:
  1. Immediate cancellation of my contract without penalties.
  2. Safe Haven to retrieve their equipment.
  
  I do not seek a refund but want to end this agreement due to their deceptive actions. This situation has caused significant stress, and if not resolved, I will escalate the matter to regulatory authorities.

  

  Business Response

  Date: 01/21/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We take the customer’s allegations of deception and misrepresentation seriously, and as a result, we have thoroughly investigated this matter. We would like to take this opportunity to address the complaint details and provide further clarity.
  
  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 Alarm Services Contract (the Contract). Please note, the customer installed during February 2024 and did not contact Safe Haven at any time voicing the concerns listed within the complaint. Safe Haven’s first and only communication received from the customer post-installation was eleven months after the fact in January 2025 when his account became delinquent.
  
  Additionally, the customer’s complaint letter alleges the sales representatives misrepresented their employer, however the evidence does not substantiate these allegations for several reasons. First, the customer signed a Residential Installation Work Order (the work order) provided by the sales representative that disclosed Safe Haven as an Authorized Dealer and as the company they were working with. Second, the term length of the agreement was included in the work order signed prior to the installation. Third, the work order included several areas that referenced “Authorized Dealer”, even within the disclosure where the customer initialed which further undercuts the complaint allegations.
  
  Furthermore, the customer signed the Contract that provided all the information the customer is disputing. When the customer signed the Contract, they acknowledged that they read and understood the terms and conditions, which is contradictory to the complaint details. The contract disclosed Safe Haven as an Authorized Dealer, the 36-month term length, and the details regarding the right to rescind penalty-free. The Notice of Cancellation page provided explicit details of the rescission period and the steps to enforce that 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 opting to
  exercise a penalty-free cancellation within the designated time period.  In the event that the customer did not want to move forward, he had every right to exercise his notice of cancellation within the designated time period but failed to do so.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part. Customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the Contract. (See page 5, term 2). Safe Haven provided all necessary information upfront for the customer to make an informed decision, whether the customer read the information does not negate that it was provided. Should there have been any concerns at the lengths in which the customer described within the complaint, the customer had an ample opportunity to contact Safe Haven during the rescission period and failed to do so.
  
  At this time, we are unable to provide the customer with a penalty-free cancellation or remove the equipment from the residence. We acknowledge our decision may be unfavorable to the customer, but we are upholding the work order and Contract they signed. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help to assist the customer with the cancellation process. We kindly invite the customer to contact Safe Haven directly to make the necessary arrangements to process their cancellation request and fulfill their early termination fee. Safe Haven can be reached at ************, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, he may also contact us by email at ********************************
  
  Thank you for your time and your consideration.
  
  
  Sincerely
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:01/13/2025

  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 closed my account and paid the remainder in full but they are still billing me.
  ADT 11/05/2024 - Paid in ful on this date and amount
  689.85

  

  Business Response

  Date: 01/15/2025

  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 regarding billing and cancellation, 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. ADT has an 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

• Initial Complaint

  Date:01/09/2025

  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.

  This company called me to renew my contract, I stated I did not want to renew at the higher rate. The agent took it upon themselves to renew my contract without my permission. I received an email that my contract was renewed. I have called multiple times attempting to address the issue, all times being told that I was correct and that the contract should have never been renewed. I was also told each time that I would get a call back. I kept receiving bills for the service. I finally talked to an agent who said she was able to close bout my contract and that there would be nothing due from me. I reiterated that I would have $0.00 balance due. She said yes. All these phone calls are recorded, mind you. 3 weeks later my credit card was charged $695. I called again today, they can’t even show me a signed contract renewal. Total scammers.

  

  Business Response

  Date: 01/10/2025

  
  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 regarding billing and cancellation, 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 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. ADT has oversight over billing and
  cancellations, and they will be able to address the concerns raised. Please
  note, Safe Haven has not had any interactions with the customer since April
  2020 (two months after the account was installed) nor have we billed the customer any charges or conducted any of the alleged actions described within the complaint. We hope this helps!
  
  
  Sincerely,
  Safe
  Haven Security Services, LLC

  Customer Answer

  Date: 01/10/2025

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

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service 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.

  March 13, 2024 an Safe Haven rep knocked on my door and stated that my realtor should have mentioned he would be coming. After the sales pitch an agreement was reached for the term of 24 months @ 55.99 per month and $149 activation cost. A Residential Work Order was completed, signed and paid for under the stated terms. An install was scheduled.
  
  Today January 8, 2025 I arbitrarily logged into my ADT online account. I pulled up my contract with ADT and my eyes were immediately drawn to a 36 month term. Knowing for certain that I did not agree to that, I went to my files and pulled out the original documents with wet signatures provided to me on 3/13/2024 and it is clearly stated a 24 month term was agreed to.
  
  I immediately called ADT who informed me that the work order is NOT a contract. I argued that it was certainly a contract and was the contract that I signed and agreed to. After speaking with 2 different reps I was transferred to Safe Haven customer service. There I was told by ******** that she could record me, but I could not record her. I explained that I wasn't unhappy with the service, but I was not pleased with the bait and switch on monthly terms, and I would like the online account corrected to reflect the original agreement. ******** said the work order was not a contract. I argued that it was considering Safe Haven refers to it in many BBB complaints to use as proof of agreement in responses to BBB consumer complaints. I explained that Safe Haven can't have it both ways and all I want was what I agreed to. A 24- month term. I was told that I had signed a California agreement and since I am a NY resident that the wet signature agreement was invalid so I would just have to settle for the indiscriminate NY contract that docu-signatures were applied to AFTER payment and install was completed unbeknown to me. A SH rep presented me with the wrong State contract and insist I absorb that mistake at my expense. If invalid I want a refund & cancel.

  

  Business Response

  Date: 01/10/2025

  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 sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  After reviewing the customer’s complaint we would like to make note that the installation Work Order is signed prior to the installation and before the customer is presented with the Alarm Services Contract to sign. We would like to clarify that Safe Haven references the Installation Work Order when a consumer disputes being aware of the contract, which in this case does not apply. It is also important to note human errors can occur, however we believe in the importance of full transparency of any agreement customers enter into with Safe Haven and why a customary rescission period is outlined within the Contract for the customer to review during and after the installation.

  Consequently, should there be any discrepancies between what was discussed prior to the installation and the terms presented during the installation, the customer has every right not to move forward. In this case, the work order did not reflect the accurate term length of the contract and when the customer was presented the accurate terms during the installation, the customer provided a signature agreeing to the terms disclosing a 36-month agreement detailed for her review. Safe Haven did not receive any objection to the 36- month contract terms during the installation, any time during the designated rescission period, nor did the customer exercise her notice of cancellation within the designated time period.

  Given the above, we acknowledge the customer's characterization of events. but respectfully, Safe Haven disagrees. Nonetheless, we strive for customer satisfaction and would like to resolve this matter amicably for both parties.Safe Haven is willing to permit the customer to terminate the service penalty-free, however, we are unable to take back the equipment installed or issue the customer any refunds for the monitoring services.. The services provided have been active and functioning for the past ten months without any error. We are hopeful that our efforts to honor the customer's wishes of ending the services penalty-free reflects as an act of good faith.We have updated our account records to reflect a penalty-free cancellation, and we kindly encourage the customer to contact ADT directly to request a formal cancellation to begin the cancellation process. If the customer would like assistance with getting connected to ADT, she may contact our customer service department at ************, Monday through Friday 8 a.m. to 7 p.m. Central Standard Time.  

  Safe Haven thanks the customer for consideration and are hopeful that we have been able to help provide an amicable resolution for both parties.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/15/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****