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:12/23/2024

  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.

  As a first-time homeowner and active-duty military member, I trusted ADT for my home security based on their reputation and a referral from my realtor. What I’ve experienced instead has been deception, lack of transparency, and financial threats from ADT’s dealer, Safe Haven.
  
  I was contacted by an ADT representative who collected my information and payment. At no point was I informed that I was entering into a contract with a third-party dealer. A few days later, a technician installed my equipment despite knowing I only had internet via a mobile hotspot, which prevented the system from working properly. I signed the contract in good faith, believing I was dealing directly with ADT, as everything—from the branding on the equipment to the sign outside—said ADT.
  
  I chose ADT because of their military-friendly policies, including fee waivers and service transfers. However, I later learned my contract was with Safe Haven, not ADT. This critical detail was buried in the fine print and never explained verbally. When I tried to cancel under ADT’s six-month satisfaction guarantee, I was told the guarantee didn’t apply to Safe Haven. Safe Haven informed me I only had three days to cancel and is now demanding $3,300 in cancellation fees, despite my equipment being fully paid off within three months.
  
  Efforts to resolve this have been futile. ADT claims they cannot help, while Safe Haven uses the fine print against me and is threatening to send my account to collections.
  
  This situation feels like a scam. I am requesting immediate cancellation of my contract with Safe Haven without penalties, assurance my account won’t go to collections, and improved transparency from ADT regarding their dealer relationships.
  
  This ordeal has caused immense stress and financial strain. I hope BBB can hold ADT and Safe Haven accountable for these deceptive practices.

  

  Business Response

  Date: 12/26/2024

  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 experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the allegations seriously, and as a result, we have conducted a thorough investigation into the customer’s concerns. 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. We provided all necessary information up front that accurately identified ourselves as an Authorized ADT Dealer. Prior to the installation, we collected a verbal compliance recording that captured the customer’s verbal authorization allowing Safe Haven to run a soft credit check. As an Authorized Dealer, we are licensed to sell ADT-monitoring services and ADT-monitored equipment. Any branding or logos that are used include the required “Authorized Dealer” logo that discloses Safe Haven as a third-party dealer.
  
  Second, during the installation the customer was presented with a home customization sheet disclosing Safe Haven’s name, logo, and the additional equipment upgrades eligible for purchase. In this case, Safe Haven collected wet signatures from the customer on a home customization sheet and a credit card authorization form acknowledging the additional equipment, the cost associated, and the that the equipment was purchased through Safe Haven, an Authorized ADT Dealer. Safe Haven also collected a signed Alarm Services Contract (“the Contract”). The Contract identified Safe Haven as an Authorized ADT Dealer and the terms and conditions of the Contract explicitly throughout its entirety, further undercutting the complaint allegations.
  
  Third, Safe Haven provided all the necessary information upfront for the customer to review. The time period permitted to enforce a penalty-free cancellation is detailed and disclosed on its own document for the customer’s review. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation within the designated time period. Customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, term 2)

  In conclusion, Safe Haven is not able to allow a penalty-free cancellation, should the customer have had concerns at the lengths in which they were detailed within the complaint, she had every right  to choose not to move forward with the services and failed to do so. 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 with the associated costs. We kindly invite the customer to contact us directly if she would like to move forward with the cancellation process. Safe Haven can be reached at ************, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, she may also contact us by email at *******************************.
  
  Thank you for your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/19/2024

  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 April 2024 Safe Haven made it seem as though they came with the purchase of my home and the technicians including the phone representatives said this didn’t cost anything it comes with your home. Installation of some items like a ring doorbell etc. I was told by them I was signing ADT paperwork. Not two separate companies. There was no service ever given to me. An account preservation specialist just recently told me I’m being charged for not having their service for the time in my contract-IM NOT PROVIDED ANY SERVICE! And on top of that, I told them immediately NO as soon as the second round happened I reached out to these people saying the equipment never worked. Also ripped paint off my wall and it’s still like that. I keep getting billed and I call ADT. ADT is like oh no we totally refunded everything and it’s been over with. Not once ever did I get communication from this so called professional company. I finally got them. ME. I had to go through hell trying to contact them way after the fact. Then they didn’t do the right thing and are threatening to send me to collections. That’s insane and completely wrong. This company never provided any service or security. There’s so much more to this and instead of do the right thing they lie and say ill be contacted by a higher up months ago-still no contact. Then have the audacity to continue to harass me in email about paying them for services they never provided any service nothing works. No service has been provided. This is awful business.

  

  Business Response

  Date: 12/23/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We set a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all the frustrations the customer has endured throughout this matter and would like to thank them for their continued patience overall. Safe Haven would like to issue additional gratitude to the customer for bringing this matter to the Better Business Bureau so that we are able to take the necessary steps internally to help provide a satisfactory resolution.

  In efforts to resolve this matter amicably, Safe Haven has escalated this complaint within our builder division's escalation team. A member of our builder escalation team will reach out to the customer within the next 24-48 business hours (excluding Christmas Eve/ Christmas Day) to actively work towards resolution efforts to address the account concerns. We thank the customers for their time and look forward to resolving this matter amicably.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 01/02/2025

  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 is unable to release the customer from the contract she signed. Safe Haven attempted to reach out to the customer on December 27, 2024, and has not received any return communication since.
  
  It is important to note, Safe Haven has not performed any service calls since April, nor has the customer reported any damage claims until recently. The customer has been provided ADT-monitoring services the entire time her services were active. We kindly encourage the customer to return the previous communication attempt to address any additional questions she may have.
  
  At this time, the account has been cancelled and currently has a remaining balance due. Should the customer fail to fulfill the remaining balance due, she will be subject to additional collection efforts. She may contact Safe Haven’s customer support team, Monday through Friday 8 a.m. to 7 p.m. Central Standard Time at ************ to make the necessary arrangements for payment.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/06/2025

  How do we hold this company accountable. They are completely dishonest and disgraceful about what has happened. I was in touch with them each and every single time. No one has called back and they’re attempting to steal my money. 

• Initial Complaint

  Date:12/19/2024

  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 started service with the ADT authorized reseller known as Safe Haven. They were supposed to match my system that I had with ADT directly in South Florida. They did not do so. Their system would stop working anytime that the internet or power went out. The system would not work, which meant that my home was unprotected. I found another company with a different system that will work whether or not the internet or power is on or off. Safe Haven did not provide the service as promised, and are charging me a $1600 early termination fee.

  

  Business Response

  Date: 12/23/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. We take the customer’s allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  First and foremost, Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the equipment included in their services as well as the telecommunication functionality requirements. Prior to the installation, the customer conducted a verbal recording confirming the equipment package provided by the sales representative. It’s important to note, the equipment agreed upon can also be found itemized in a list on its own page within the Alarm Services Contract (“the Contract”). Not only did the customer provide the verbal authorization of the equipment, but a written signature.
  
  Second, the Contract contains a Notice of Cancellation document for the customer to exercise at their own discretion. The document provides explicit details of the three-day rescission period and the steps to enforce said right. Safe Haven did not intrude on this right or prevent the customer from enforcing it, as it simply required the customer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation within the designated time period. Should the equipment package listed not have met the customer’s standards they had every right to terminate the monitoring services penalty-free within the designated time period and failed to do so.
  
  Third, when the customer signed the Contract, they acknowledged that they read and understood the terms and conditions. This documentation provides compelling evidence undercutting the customer’s remarks alleging their equipment package did not suffice or that their equipment was guaranteed to work with loss of power or interruption to the internet connection. The Important Terms and Conditions listed on pages 5-9, defines the customer’s responsibility to provide compatible internet connectivity and advises the equipment warranty does not apply when there is loss of power or a disruption in internet connectivity.
  
  Finally, the Broadband Rider defines the telecommunications functionalities (“Telco Requirements”) required for the monitoring services elected. When the customer signed the Broadband Rider, they agreed to uphold the Telco Requirements in addition to the terms referenced below. Those terms can be defined further on pages 6-9 under, “WARRANTY EXCLUSIONS”, “ALARM SYSTEM COMMUNICATION”, and “DELAYS”.
  
  In conclusion, Safe Haven has upheld the contract terms signed by the customer. We value 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 agreement. (See page 5, term 2). If the customer would like to move forward with terminating the services, he will be subject to early termination fees. Safe Haven can be contacted Monday through Friday, 8AM to 7PM central time at 844-413-1920. Should the customer be unable to reach us by phone, he may also contact us by email at ********************************
  
  Thank you for your time and your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/02/2025

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

   

  the paperwork provided and that I signed did not specify that.  I was also told that there was a 24-48hr battery in the system but anytime the power went out the  system went down.   They did not fulfill their contract terms nor did they ever get me a 100% fully working system.    They also lied about the video recordings and 24/7 recording.   It is only a short clip when there is movement detected and if there’s too muhh ch movement it will max your account nd then the cameras won’t work until the following month.     They try to say that they will sell you something better but that’s bait and switch marketing when their product did not work as advertised.   
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:12/11/2024

  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.

  We were contacted by Safe Haven through our mortgage company with a promotion for free equipment and installation. The cameras were our priority and we made sure to stress that. The system worked great for a couple weeks. Then a camera went down. Called and they came out and had to rewire it. Worked well for another couple weeks. Then another camera went down. We were told our WiFi wasn't good enough, so we got new WiFi. Worked fine for another few weeks then another camera went down. This went on for 5 months including several more phone calls and visits. Different excuses and different solutions each time. We tried to cancel in the 6 month window but were only then told the cameras weren't guaranteed. They keep trying to say the problem is WiFi, when the camera we have had the most trouble with is the one closest to WiFi. Absolutely terrible company. After knowing we were mostly interested in them because of the cameras, they reveal the cameras aren't guaranteed to work and is not a valid reason to cancel. Terrible.

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer complaint. Safe Haven Security sets a high standard for ourselves, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the complainant has expressed and would like to take this opportunity to address the concerns raised by the customer.
  
  After reviewing the account records, we would like to clarify the effort that was taken to maintain transparency and ensure the customer fully understood the terms and conditions they enter into with Safe Haven. The Alarm Services Contract (“the Contract”), signed by the customer provided terms that outlined the customer’s responsibility as well as Safe Haven’s regarding the alarm monitoring services. It is important to note that within these terms state the responsibility for telecommunications functionalities falls under the customer, not Safe Haven’s.
  
  Additionally, the customer signed a Broadband Rider defining the telecommunications functionalities (“Telco Requirements”) required for the monitoring services elected. When the customer signed the Broadband Rider, they agreed that it was their sole responsibility to uphold the Telco Requirements in addition to the terms referenced below. Those terms can be defined further on pages 6-9 under, “WARRANTY EXCLUSIONS”, “ALARM SYSTEM COMMUNICATION”, and “DELAYS.
  
  Furthermore, Safe Haven was unable to locate any evidence that alarm monitoring communications malfunction at any point in time that would deem the system inoperable. The cameras are supplementary devices that do not impact the monitoring communication system. Safe Haven has not been to the residence since July 9, 2024, at which point our technician management discussed different options to help boost the customer signals throughout the home to improve the camera functions, however, the customer declined our efforts knowing that compatible internet connectivity is under their sole responsibility.
  
  At this time, Safe Haven would like to assure the Better Business Bureau we have gone above and beyond to provide resolution options within the bounds of the contract for the customer. The account has since been cancelled for non-payment and is subject to early termination fees. We encourage the customer to contact Safe Haven to fulfill the remaining balance due to avoid further collections efforts. Safe Haven can be reached Monday through Friday, 8 a.m. to 7 p.m. central time a* ************* Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. Respectfully, we disagree with the customer’s characterization of the events. Safe Haven has previously addressed the customer's concerns regarding his responsibility for funtioning electrical and internet connectivity along with the records of our service history that also support this information, further undercutting the continued allegations. 

  Safe Haven has addressed the concerns of the complaint and have provided reference to the terms and conditions signed. Safe Haven has not stated the "cameras are not guaranteed", Safe Haven has advised of the Important Terms and Conditions regarding the warranty of the equipment and services. If the customer would like additional clarity regarding his concerns, we strongly encourage the customer to review the Important Terms and Conditions found on pages 5 through 8. At this time, our decision remains final.

   

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

  Customer Answer

  Date: 12/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: nobody had ever mentioned electric connectivity issues. This is the first time I’ve heard of this. And it’s bogus. Y’all have continually told me the cameras aren’t guaranteed. That’s the reason we are where we are. We have dealt with you guys for 6 months. Several visits. Even more phone calls. With a different excuse every single time as you try and weasel out of responsibility. Now blaming our electric, which is a first. I’d love to hear the explanation on that one. All we wanted was consistency. And after 6 months, several visits, and still cameras down, it was working. I should have read the reviews for your company more thoroughly. It’s obvious you guys don’t take pride in what you do. Listen to your customers. Absolute terrible customer service. 6 months we tried and tried. Until a service rep told me we could cancel because of the cameras not working up until 6 months. And then all I’ve heard is more excuses. Terrible 

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

• Initial Complaint

  Date:12/09/2024

  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.

  In September of 2024, we had a sales team repeatedly come to our home, even when we said we needed time to think about it. With the understanding that it was zero dollars for the system, and we would pay only for the installation charge and the monthly monitoring services, we rushed into the purchase. We have the flyer still that states this as well.
  During installation, they had us sign up for a synchrony credit card, that we were under the impression would be used for the monthly monitoring services, as he said it was for a discount on the monthly payments. A month later, we saw the charge come off a different card, so we figured we didn't set it up for the monthly charges. In November however, we received a late charge notice in the mail (our first notice for payment), confused, we looked into it, and that's when we discovered the $3736.44 charge. We can only assume they charged us for the equipment, as we never received an invoice, either paper or e-mail. With this shock, we looked to cancel our service, and return the equipment, we were told that they would not refund us any money, and that we would be responsible for a 1633.25 cancelation fee (75% of our 3 year contract). I had the woman in customer service "put in a ticket" and she said we would receive a call back in 24 to 48 hours, that was on 12/3/2024 at 3:30 pm, it's been almost a week and we still have not heard back from them.
  In addition, when the man was here installing, we told him we only wanted 2 cameras, and he responded that he was required to put in motion detectors, fire and Co2 alarms, and 2 smart plugs, all of which we didn't want or need, but were told we couldn't say no to. Under the understanding that the equipment was zero dollars, like the flyer said, and like the sales man said, we agreed to the extra equipment.
  We believe the sales practice to be very deceptive, and unfair to not offer any real sort of refund when the customer is unsatisfied, ignored, and feels tricked.

  

  Business Response

  Date: 12/10/2024

  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 experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, 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. During the installation, the customer was presented with additional equipment and upgrades to purchase at his discretion. Safe Haven collected a verbal authorization confirming the Synchrony details and that it was a credit card utilized to pay for the additional equipment purchased. The customer’s signature was authenticated through their personal email address, further undercutting the allegations of the equipment agreed upon during the installation.
  
  Second, Safe Haven collected wet signatures from the customer on a home customization sheet and acknowledged the additional equipment and cost associated with the additional equipment chosen. In addition to the wet signatures collected, the customer had to apply for the synchrony account through a web platform where they provided personal information only known to them. The verbal authorization along with the documents signed detailing the terms and conditions and the equipment financed further contradict the customer’s allegations of being unaware or “tricked” into thinking the equipment was “zero dollars”.
  
  Third, Safe Haven collected electronic signatures within the Alarm Services Contract that itemizes details of the equipment installed. Each of the electronic signatures were authenticated by the customer’s email address which contradict the customer “never receiving an invoice, either paper or email.” 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, the customer chose to finance the purchase amount of that equipment.
  
  In conclusion, Safe Haven has been unable to find any evidence that any improper actions took place during the collection of necessary documents. Safe Haven’s installation made every effort to ensure transparency about equipment financed. We are unable to allow the customer to return any of the equipment or be issued a refund for the equipment financed. In efforts to provide excellent customer service, this matter has been escalated internally with upper installation management and a member of management will be reaching out within the next 48 hours. We appreciate the customer's patience and understanding and look forward to addressing any additional questions the customer may have.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/11/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We did not receive any invoice. The "verbal and wet signatures" were under the understanding of the original agreement which was the zero dollars upfront with the 99 dollar installation fee and monthly surveillance services, as stated in the original complaint. The only thing we signed up for additionally at the time of installation was the credit card, as we were told that there would be a discount on our monthly payments. We never received an invoice or bill, by email or paper copy. We would have not gone through with the installation had the company been up front about their hidden fees. No one at the company discussed an almost 4000 dollar charge, prior to receiving the charge on the credit card.

  It is also very unprofessional to ignore a customers complaint, especially when we were told originally by customer service, that we would receive a call with in 24 to 48 hours.

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

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, but Safe Haven collected an itemized home customization sheet detailing the additional equipment, a verbal recording identifying the synchrony card was for the additional equipment purchase, and collected the customer’s electronic signature on the Alarm Services Contract that not only itemized the equipment costs, but the Notice of Cancellation document that detailed the steps for the customer to terminate the services penalty-free.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part. The customer was provided with all necessary information upfront to make an informed about financing additional equipment at his own discretion. Should there have been any billing concerns at the lengths in which the customer has described within the complaint, the customer had ample opportunity to contact Safe Haven within the rescission period and failed to do so.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but he provided valid signatures (both physical and electronic) to authorize the contract and the purchase of additional equipment. The details of this can be found within section 5 on page 4 of the contract. Due to the validity of the contract, the customer would be subject to the early termination fee terms. Our area technician manager has made attempts to contact the customer as recent as 12/11/2024, we encourage the customer to return his call at his earliest convenience.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/09/2024

  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 strongly advise against trusting ADT door locks. My experience has been frustrating and costly. The bottom screw on the lock was installed so tightly that I couldn’t remove it myself, even with careful handling to avoid stripping it. This forced me to call ADT for assistance, which cost an extra $160 just to unscrew the lock.
  
  I’ve never had such issues with other locks, and this seems like a deliberate design to make customers reliant on their services. If you’re considering buying a home with these smart locks and ADT as the security provider, think twice. This setup could lead to unnecessary expenses and headaches. Avoid if you can!

  

  Business Response

  Date: 12/09/2024

  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: 12/11/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I attached the email sent from ADT, to better explain that this is on ADT, not the builders, also I called adt, on a recorded line that that rep told me it will cost me $160 for the rep to come out and replace the battery, now that you see the email, you all can finally accept responsibility, it also shows on my app
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,

  Respectfully, Safe Haven is not ADT. The email attached, was not sent from Safe Haven. Please redirect your complaint to the appropriate company to further assist the customer with the billing concerns that were sent from ADT.

   

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/08/2024

  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.

  Contracted SafeHaven Home Security 9/16/24
  Sales Rep - ******* ****** ###-###-####
  Install Date: 9/16/24 10AM
  Improper Install/Rep Stated Not Licensed Electricians
  Improper Drilling, Install, and Connections
  Fried Front Doorbell Outlet/Doorbell System
  No Reply from Customer Service/Will Not Perform Maintenance to Fix
  No Cancelation Policy - 3 Year Contract Payoff of 1500+ Dollars to Get Out
  Absolute Worst Vendor Experience as a New Homeowner
  House Vandalized since Camera Malfunction with no Security Footage

  

  Business Response

  Date: 12/12/2024

  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 experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the allegations listed 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.
  
  After reviewing account records and speaking with technician management, Safe Haven respectfully disagrees with the customer characterization of events. On September 26, 2024, Safe Haven returned to the customer’s residence after the installation of monitoring equipment to reset the cameras back online after the customer updated his Wi-Fi network name, which caused the cameras to go offline. This information contradicts there was any improper drilling that occurred during the installation as there was no mention of damages or improper drilling when Safe Haven returned after the installation.
  Additionally, Safe Haven was not made aware of any issues with the doorbell, nor did Safe Haven return to the residence to address any concerns with the doorbell until October 15, 2024. A technician manager serviced the customer’s system and informed the customer the doorbell requires a higher voltage and was advised he would need to hire an electrician to come out to replace his transformer, and fix the electrical shortage that had most likely occurred from the storm further undercutting the customer’s allegations.
  
  Given the above, Safe Haven has been unable to find any evidence that Safe Haven conducted any improper drilling or failed to perform maintenance to assist the customer with his concerns. Safe Haven has advised the customer of the warranty exclusions, specifically those relating to loss of power within the Alarm Services Contract (the Contract). If the customer wishes to forgo Safe Haven’s professional recommendations and would like to terminate the services, he would be subject to the early termination terms found on page 5, section 2 of the Contract.

  At this time, we understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions signed. Should the customer have a change of heart, we kindly encourage him to contact us once he has replaced the transformer so that we can assist him with any additional service concerns he may be experiencing. Safe Haven can be reached Monday through Friday, 8 a.m. to 7 p.m. central time at ###-###-####.
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/03/2024

  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.

  ADT continues to charge credit card each month for service I cancelled within the 3 day grace period.
  
  After reading the contract, realized I had 3 days to cancel new ADT service. Called on day 2 and cancelled over the phone. Customer service representative told me a refund check would be in the mail for the monthly fee already charged. The refund check arrived a week later.
  
  Was told they would call to come get the product from my home. They never called. I tried calling but no luck finding the correct person to uninstall.
  
  Then they charged the credit card the following month. Called and spoke to customer service again. Explained the issue and was told all was fine. Then they charged the credit card a 3rd time.
  
  I need them to come get their product from my home and stop charging me for a service that is not even hooked up.

  

  Business Response

  Date: 12/03/2024

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

  

  Business Response

  Date: 12/04/2024

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

  In efforts to provide
  excellent customer service, Safe Haven has escalated this complaint within our builder
  sales support team. A member of their team has reached out to the customer to
  address the complaint concerns, 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: 12/29/2024

  UPDATE - Safe Haven has contacted me and returned to my home to remove the security system as of 12/7/2024. The tech noted he had left the smart home features intact and set up what was the FREE version of the smart home package I had requested originally. The tech said there would be no more billing to my credit card. As of today, 12/28/2024, ADT has contacted me via email asking to submit payment as my credit card has been cancelled. Yes, I replaced the credit card on file because of this situation. Clearly Safe Haven and ADT billing have not communicated. I'd like this looked into further, completely cancel my account with ADT and remove any balance owed.

  To reiterate, the security system has been removed from my home and I had cancelled the service by phone under the 3 day grace period for cancellations as noted in the contract that was provided in prior correspondence regarding this case. 

• Initial Complaint

  Date:11/30/2024

  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 ADT was our security company. We notice malfunctions with the system in Feb. If you put something in the garbage can, if the Roomba bumped up against something it would indicate a break at the window. In April, we left our house, the security company called saying there was breach at our house. We were minutes away, no breach just the Roomba. It progressively got worse stating there was a breach at the doors. Person outside of bedroom door, a breach at the mother-in-law suite, car arriving, which was not. The Alarm company was contacted, tech support advised me the solution was to install a booster to improve the signal. I informed the tech-support the system was the same system they installed and had worked after the installation. Tech-support tells me they could not guarantee the booster would solution the problem. It cost $600 out-of-pocket regardless if it solved the problem. We lived in terror! My wife and I armed ourselves and camped in the living room, we could not tell if was a false alarm or, an intruder braking in the house. After seven months of this, we decided to get a new security system. We canceled with Safe Haven. They said we had a contract for 36 months. We told them we signed no contract. I asked for a email of the contract. I told them, my name was printed on the document. I told them I would never have chosen a font to print my name. We believe the techn forgot to get a signature, he left at 10:30 pm. He seemed to be new, was on his Cell getting instructions from someone. I indicated to them they breached the contract by failing to keep us safe and please return all money that we had paid them. We sent several letters an email. They said to pay 1200.00 for breaking the contract. I told them they breached contract.

  

  Business Response

  Date: 12/02/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the customer has endured throughout this matter. After reviewing the account, the consumer willingly entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on October 25, 2023.

  First and foremost, Safe Haven did not find any evidence that there was any improper conduct performed at the installation, or during the collection of necessary documents required to be authorized by the customer at the time before the installation. Safe Haven requires all customers to review the Alarm Services Contract (“the Contract”) at the time of the installation. It is the customer’s responsibility and discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions included, specifically, for the installation of the equipment purchased or provided by Safe Haven Security.

  Second, a copy of the Contract is sent immediately to the customer the moment it is authenticated. When a customer signs the Contract, they are authorizing they read, understood and agreed to the terms included. Within the copy of the contract, time stamp and date analytics reflect when the contract was sent, reviewed, and signed. In this case, time stamp and date analytics reflect the contract was sent October 25, 2023 at 3:24:24 PM, viewed at 3:34:47 PM, and signed at 3:44:28 PM further undercutting the customer’s statements.

  Included within the contract, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce that right. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the document, opting to exercise a penalty-free termination. Please note, 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, section 2).

  Concurrent to the above, the customer was provided a quote for the early termination fee when she requested to cancel outside the designated rescission period. Safe Haven attempted to offer onsite service resolution prior to the customer’s cancellation request, however, the customer declined our efforts. Then, the customer installed another security provider’s system at their own discretion, breaching the terms and conditions listed on pages 5-8. (see references to sections, 5. Limitation of Liability, 8. Installation, 11. Warranty Exclusions, 18. Alarm System Communication, and 19. Cancellation)

  At this time, Safe Haven has not found any supporting evidence that the customer was unaware of the Contract or that she did not authenticate the electronic signature. The customer authenticated their electronic signature through the use of their personal email and did not begin to dispute the contract terms or the terms and conditions until being advised of an early termination fee. The account has since been terminated and has a remaining balance due. Safe Haven kindly encourages the customer to fulfill the remaining balance due to avoid further collection efforts. Safe Haven can be reached by phone at 844-413-1920 Monday through Friday, 8 AM to 7 PM central time. The customer may also contact Safe Haven directly by email at [email protected].
  
  Thank you for your consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/03/2024

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

• Initial Complaint

  Date:11/25/2024

  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 was on vacation when I was woke up by a call at 6:55am. The smoke detector in my house was going off I was 7 hours away at the time and couldn’t say whether or not there was smoke in my house. They sent the fire department and they had to have access to my house to make sure it was clear they broke in my door. There was no sign of fire and no reason for the smoke detector to be going off in the first place. I pay a monthly subscription to keep my house safe and secure which is what they promised to me when I signed the contract. Now I have a monthly payment and a door and wall to fix due to their fake promise on top of that. My house would be in better shape if I didn’t have this system in the first place. They refuse to help with the damage and refuse to cancel my contract.

  

  Business Response

  Date: 11/26/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience. We understand the customer has some concerns regarding damages caused by a false alarm and cancellation concerns, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint.
  
  After reviewing the account records, Safe Haven spoke with the customer on November 25, 2024, and the customer advised the concerns listed within the complaint were with ADT Corporate. As a result, Safe Haven explained we do not have authorization over ADT’s decisions on covering damages, but we could offer to send someone out to service her system to ensure there was nothing malfunctioning. The customer declined and expressed wanting to terminate the account altogether. Safe Haven then quoted customer the early termination fee that's applicable when terminating monitoring services early. (see page 5, section 2)
  
  Based on the information provided, we would kindly request the complaint be redirected towards ADT corporate. We acknowledge the customer’s dissatisfaction with ADT’s decision not to cover damage concerns, however, it does not permit the customer to be awarded a penalty-free cancellation. If the customer wishes to move forward with her cancellation request, she will be subject to the early termination fees previously quoted. Safe Haven invites the customer to contact our customer service department if she would like to move forward with the cancellation process and the associated costs. Safe Haven can be reached Monday through Friday, 8 a.m. to 7 p.m. central time.
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 12/02/2024

  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, our decision remains the same. We acknowledge the customer’s opinion regarding the status of the smoke detector; however, Safe Haven is responsible for servicing the equipment, and in this case, verifying whether the equipment malfunctioned. We believe there is a misunderstanding regarding the service provider and the equipment provider. Our goal is the customer’s comprehension regarding the two in addition to the terms and conditions related to the equipment warranty.
  
  Safe Haven is responsible for installing the equipment that ADT monitors. Safe Haven does not “receive her payout”, nor does Safe Haven assess any charges to the customer outside of installation and additional equipment purchases during the installation. Unfortunately, we cannot speak on behalf of ADT or ADT’s monitoring centers, however, in the event something occurs with a supplementary device (smoke detector), we must first be permitted to evaluate the device and see whether the device itself malfunctioned. Determining a malfunction includes multiple factors specifically if the device itself communicated with the monitoring stations to trigger an alert without any malfunction notices. False triggers can occur for several reasons and as the installer, we are responsible for figuring out whether those reasons were within our control or unrelated to circumstances within our control. (see page 6, section 11. Warranty Exclusions) We understand the customer does not agree with servicing policy, but when the customer signed the Contract, she signed she read and understood the important terms and conditions listed throughout pages 5-9.
  
  As a result, when the customer declined Safe Haven’s efforts in trying to provide service resolution, she breached the contract terms. We acknowledge the customer’s dissatisfaction with ADT’s decision not to cover the damages, but Safe Haven is not responsible for any damages that we did not create. We understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions signed, and our decision is final. If the customer wishes to move forward with her cancellation request, she will be subject to the early termination fees previously quoted. The customer may utilize the previous contact information if she has any additional questions or concerns.
  
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 12/02/2024

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

  You make absolutely no sense you say you are the ones responsible at the same time you say you aren’t. Just sounds like another business taking advantage of people. 
  
  
  
  Sincerely,
  
  
  ****** *******