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:11/12/2024

  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 purchased ATD services from an authorized dealer who did not explain that the automation service was required to access the app. A different ATD rep told me the equipment would have to be changed out and today I was told I would have to pay and additional fee for programming. ATD although collecting the payment cannot assist me with the misrepresentation & changes to the account to waive the fee until the 1 year grace period expires while I have a 3 year contract with ATD.
  As a consumer I expected quality service. That is not what I received.
  
  Had the rep appropriately explained the service, i would have had the option to purchase the correct level or seek out a competitor. I have used ring in the past without issue.
  
  I would appreciate resolution in the form of waiving the programming charge. ATD should honor their commitment to customer satisfaction.

  

  Business Response

  Date: 11/11/2024

  The customer entered into a contract with the
  following company who handled the sale and installation of the system.
  
  SAFE
  HAVEN SECURITY
  520 E
  19th Ave
  North
  Kansas City, MO 64116
  ###-###-####
  Please forward this on to the correct company.

  

  Business Response

  Date: 11/18/2024

  Dear Better Business Bureau,

  Safe Haven aknowledges the customer's disatisfaction with our previous response, however, the attachments provided by the customer support Safe Haven's previous statements. Based
  on the details of the complaint, it would strongly suggest there may be some
  confusion on what company the customer was speaking with. The phone records that were attached reflect ADT corporate's phone number, not Safe Haven's. At this time, we kindly encourage
  the customer to address the concerns regarding the alleged conversations and lack of notations with the appropriate company.

  Nevertheless, Safe Haven values customer satisfaction and we are happy to help assist the
  customer with getting in contact with ADT regarding her concerns. The customer may contact Safe Haven at ###-###-####, Monday through Friday 8 a.m. to 7 p.m. central time. Should
  the customer be unable to reach us by phone, she may also contact us by email at ****************************com.
  
  Thank
  you for your time and your consideration.

  
  Sincerely,
  Safe
  Haven Security Services, LLC

  Customer Answer

  Date: 12/01/2024

  I provided the attachment showing that I called ATD and was on the call for over an hour. Did you request the commmunication that was recorded for quality purposes?

• Initial Complaint

  Date:10/22/2024

  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 Signed up for ADT in November of 2023 Started making the monthly payments as agreed, in May of 2024 My Panel for my security system gave me a connection error for Wifi that was the first time I was notified that the system was not working properly which I called the customer service for ADT which I was than told they were not the ones that maintenance my equipment it was safe Haven which I was not told when I signed up with them. When spoke to ADT they actually said there was communication issues way before May it was from December of 2023 so almost 6 months of paying for a service that was not even working properly. Was told they would give me a credit to accommodate the months that service was not working but I had to get a tech out first to fix the issue and than call back. I got the Panel replaced and it was working properly at that time which was end of May, I called again and was going to be connected to billing to get the account credited but kept getting transferred one place to another ADT said I had to call Safe Haven but ADT was the one charging me spoke to Safe Haven and they told me to call ADT, which at that moment they got someone from ADT and explained everything and was about to connect me to them when they hung up on me and never got the issue resolved ended up cancelling them and switching to another security company in September at they still charged me in September and today was charged another $6.40 for the days supposdly I still had service (proRated) but when I cancelled and paid the cancellation fee which was over $1,000 they never explained none of that to me either. ADT is not explaining fees and not doing their job properly especially when they are not proving the service that was agreed on and still charging their monthly service. They have all the notes on the account and still did nothing to resolve billing issues.

  

  Business Response

  Date: 10/23/2024

  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: 11/05/2024

  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 does not bill for the monthly monitoring nor has Safe Haven assessed any fees to the customer outside those associated with the installation and early termination.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but the customer will need to speak with ADT regarding any additional charges they have assessed the customer directly. We strongly encourage ADT to redirect this complaint to the appropriate company to avoid any further lapse in addressing the customer’s billing concerns.

   

  I attempt to refresh my response, but it kept giving a prompt saying a response was already submitted. Can you please ensure this is the response that is reflected?

   

  “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 does not bill for the monthly monitoring nor has Safe Haven assessed any fees to the customer outside those associated with the installation and early termination.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but the customer will need to speak with ADT regarding any additional charges they have assessed the customer directly. We strongly encourage the Better Business Bureau to redirect this complaint to the appropriate company to avoid any further lapse in addressing the customer’s billing concerns.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC”

   

   

  Thank you in advance!

   

   

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

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: 22458943
  
  
  
  I am rejecting this response because:

  Already submitted the complaint to ADT and they keep sending to safe haven and safe haven sends me to ADT not sure what I’m supposed to do now if neither company wants to take accountability.
  
  
  
  Sincerely,
  
  
  
  ***** ****** *********

• Initial Complaint

  Date:10/11/2024

  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.

  Safe Haven ADT authorized dealer representative scammed me. I have spoken to Safe Haven regarding the information I received when financing equipment through them but they were not willing to resolve the issue. I was told that I would be able to move the equipment to another location through ADT. That was not the case. I had to purchase new equipment from ADT and pay for new installation and still pay for the equipment that was financed through Safe Haven. The representative knew that I was military and used that to his and the company's advantage.

  

  Business Response

  Date: 10/14/2024

  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 values its customers and strives for excellent
  customer experience. We deeply regret any frustration the customer has endured
  based on the details of the complaint. Unfortunately, we cannot speak about the
  communications that occurred with ADT representatives, nor do we have any
  records of communications that match those described within the complaint.  It is important to note that any equipment a
  customer finances is owned by the customer and their sole responsibility is to
  fulfill any outstanding payments owed to the financing company outside of the right of rescission period.
  
  In the event a customer chooses to
  relocate their services, they have every right to relocate any equipment they
  own. If the customer chooses to relocate the equipment, it would be ADT’s discretion
  to allow the customer to use preexisting equipment or equipment previously
  financed through an Authorized Dealer. On October 7, 2024 (16 months post
  installation), the customer alleged she relocated services with ADT directly
  and ADT told her they would take care of her early termination fees. Please note,
  the customer did not mention outstanding payments owed through financing, only
  fees associated with early termination. (See page 5, Section 2)
  
  As a result, Safe Haven redirected
  the customer to speak with ADT regarding any alleged waiving of fees. On
  October 11, 2024, ADT contacted Safe Haven to inquire about a bill the customer
  received for an outstanding equipment balance. Safe Haven advised that the
  customer financed additional equipment through Synchrony and any outstanding
  balances owed would be at the customers responsibility to fulfill. Safe Haven confirmed we do not have any jurisdiction to waive balances owed to other company and the we would be unable to offer any discounts or adjustments to the balances owed.
  
  After reviewing the account records
  thoroughly, Safe Haven believes this complaint may need to be redirected
  towards ADT corporate. Safe Haven kindly encourages the customer to speak with
  the financing company to resolve any outstanding balances, however, at this
  time, there are no further actions for Safe Haven to take. Should the customer
  have any additional questions or concerns they may reach out to our customer
  service team Monday through Friday, 8 AM to 7 PM central time at ***********.
  Should the customer be unable to utilize the phone number listed above, they
  may contact our customer service department by email at
  *******************************. Thank you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/30/2024

  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.

  Had equipment installed a few months ago from ADT through SafeHaven. The outdoor garage camera stopped working. Went through 2 hour phone call with ADT troubleshooting with tech support for ADT. When it wasn't resolved, i was informed I could contact Safehaven and they could come out for free to fix the camera. Called Safehaven. Was asked if I have had any power outages since the cameras were installed 3 months ago. I said yes. I was informed if any power outage has occurred since installation, services to repair camera are not covered by the warranty. I am paying monthly for faulted equipment they refuse to fix because I have experienced a power outage at some point in the home (despite that not being related to the equipment issues).

  

  Business Response

  Date: 10/01/2024

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint formed by the customer. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. We acknowledge the customer’s concerns regarding the service warranty and would like to provide additional clarity, however, we believe this complaint was submitted in error. 

  Safe Haven has an appointment scheduled for a technician to go out and service the customer's residence on October 2, 2024. After reviewing the account records, the customer was not assessed a service fee, nor did the customer admit to a power outage or internet connectivity being interrupted. During the first 90 days of active services, Safe Haven will repair or, at our discretion, replace any defective part of the equipment we supplied and installed, including wiring, and will make required mechanical adjustments, all at no charge to the customer under the limited warranty. After the first 90 days, an extended warranty is applied.

  During the Extended Limited Warranty/ Quality Service Plan (“QSP”) period, the customer is subject to a non-refundable on-site assessment charge in the amount of $59 for each service call a Safe Haven technician is required to visit the residence. In the event a customer requires servicing that falls outside the QSP defined within the warranty exclusions (see page 7, section 11) Safe Haven may assess current rates for labor, parts, and equipment for each service call outside the warranty. Based on the information listed within the complaint, any interruption or loss of power is not covered under warranty and would be subject to the fees described above.

  Consequently, when the customer spoke with Safe Haven yesterday and advised there had not been any power outages or interruption of services, Safe Haven scheduled a service appointment without any fees. As a courtesy, Safe Haven will honor the service appointment under its current status, however should there be any interruption of the internet services or loss of power in the future, the customer would be subject to non-warranty service fees. At this time, there are no further actions for Safe Haven to take. We kindly invite the customer to contact our customer service team should he have any additional concerns. Safe Haven can be reached Monday through Friday, 8AM to 7PM central time at *************
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/23/2024

  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.

  I recently brought a house and an *** representative came to my door and asked me if I interested in a security system. I told them no I am not interested because my house already has a security system. The rep then say no worries if you don’t like it in 6 months it can be returned . So I said okay and when the tech came I just signed the papers because the tech also said I’m sure the rep explained everything to you . Fast forward to now I want to cancel in the 6 months because I am not satisfied or pleased with the service and i explain to everybody that called me about cancelling , one of there customer service rep. says " it doesn't work like that " you cant cancel in 6 months just because you're not satisfied . I said to her online and what you promote does say if I’m not satisfied in 6 months time I cancel with no charge . She said no you were supposed to cancel in 3 days . No one told me that . Now they want to charge me $3,000 to cancel . To add to this none of them believe my story because they keep saying they don’t make mistakes. This has turned into harassment because they call everyday except weekends . I keep explaining the situation over and over I even spoke to the sales representative manager and he said he would call me today 9/23 and he didn’t even reach out at all . I also have witness that were there and said that the sales representative never said the contract was 36 months . I also never received the contract I signed until I told them I wanted to cancel .

  

  Business Response

  Date: 09/24/2024

  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 strives for customer satisfaction and are truly sorry to hear that these standards were not met in the customer’s experience with us. We have investigated this matter and respectfully, Safe Haven has been unable to locate any evidence to support the allegations listed within the complaint. We would like to take this opportunity to address the customer's concerns and provide additional clarity.
  
  First and foremost, we would like to clarify the effort that is taken to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. We utilize an electronic contract that requires a security encrypted process to authorize a customer's signature for the Alarm Service Contract (“the Contract”). Each electronic signature placed on the Contract is generated by the customer inputting a unique pin known only to them. The pin is sent via SMS message to an authorized phone number on the account, and then a copy of the Contract is sent to the designated email address instantaneously for the customer's review. The rescission period is outlined within the Contract which permits the customer the opportunity to thoroughly review the Contract and make an informed decision to move forward.
  
  It is important to 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, term 2) The time period permitted to enforce a penalty-free cancellation is detailed and disclosed in its own document (“the Notice of Cancellation) for the customer’s review. 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.
  
  Consequently, when the customer contacted Safe Haven well outside the rescission period, she was no longer eligible for a penalty-free cancellation. We acknowledge the customer’s references to guarantees allegedly promoted online; however, Safe Haven’s guarantee is a service-related guarantee. Should the customer experience any service-related issues and Safe Haven deems the system inoperable the customer may then be eligible to utilize the guarantee referenced.
   
  Nevertheless, based on our review, we are unable to honor the customer’s request of a penalty-free cancellation. We stand by the terms and conditions agreed upon and the measures taken to disclose all necessary information to the customer. Safe Haven has not been to the residence or received any service appointment requests since the installation. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with the cancellation process and the associated costs. Should the customer wish to forgo cancelling and opt to schedule a service appointment, we kindly invite the customer to contact us to schedule a service appointment. Safe Haven can be reached at 844-413-1920, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, we can be reached by email at [email protected].
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC
  

  

  Business Response

  Date: 09/25/2024

  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 acknowledge the customer’s dissatisfaction regarding the previous response, but Safe Haven provided all necessary information upfront for the customer to make an informed decision to move forward. Whether the customer reviewed the information provided, it does not negate the validity of the contract terms 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.
  
  At this time, Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. Safe Haven is hopeful we have  restored the business relationship as the customer has chosen to retract her cancellation request and move forward  with the alarm monitoring services. We kindly encourage the customer to reach out to us directly should the customer be experiencing any service-related concerns or have any additional concerns about their account. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/26/2024

  
  
  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:09/20/2024

  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.

  Safe Haven SS is trying to force me to pay for the remainder of my bill from the security services I paid for from ***.
  I am active duty military moving and per the SCRA I have the right to cancel my services and they are claiming I do not have the right.
  They will not talk to me and they will not drop the charges. Even though the company that actually provided the services *** has accepted my cancellation.

  

  Business Response

  Date: 09/23/2024

  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. We set 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 appreciates all service members and deeply regrets any frustrations the customer has endured based on the details of the complaint.
  
  Safe Haven honors and respects our nation’s military personnel. To show our appreciation for Safe Haven customers serving in the military, Safe Haven will offer conditional, penalty free cancellation should our nation require deployment for overseas service. The term “deployment” will also include a permanent or temporary change of station order. In efforts to provide excellent customer service, Safe Haven has escalated this complaint within our customer support team. A customer support manager will contact the customer within 24-48 business hours to address any concerns regarding our Military Cancellation Policy and collect any documentation required to assess eligibility. Safe Haven appreciates the customer’s business and wants to thank the customer for their patience and understanding while we work towards providing a resolution within the bounds of the contract.
   
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/06/2025

  
  
  Complaint: 22317130
  
  
  
  I am rejecting this response because:
  

  this is the second complaint I have made. And nothing has happened. The first response and not the second response both stated you currently honor and will honor early termination for active military and will honor my request. But instead of sticking to your word and integrity the company pushed my account to collections. I have voiced my willingness to work with Safe Haven.
  I hope we can come to a middle ground.

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

  

  Business Response

  Date: 01/07/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the consumer’s rejection. Safe Haven offers conditional, penalty-free cancellation should our nation require overseas services.  After reviewing the original complaint, Safe Haven has been able to confirm the account history on file and believes this is a duplicate complaint.

  Safe Haven previously addressed this matter with the consumer in August 2024. The consumer was issued the following message by customer service message on August 1, 2024, that read,
  

  “Thank you for contacting Safe Haven Customer Support. Safe Haven has reviewed the documentation that has been sent in. Due to the deployment date not occurring until 10/1/2024, it is too soon for Safe Haven to accept your orders for cancellation at no cost. Please submit your orders closer to the time of deployment. If your account is pending cancellation with ADT, you will need to retract the cancellation until you are eligible for submitting the documentation in for review again. You can contact ADT a* ************ *** * * to retract the cancellation.”
  Additionally, clear instructions and details were also provided to help prevent the consumer from being sent to collections and how to qualify for military penalty-free cancellation, but the consumer failed to comply. On August 14, 2024, and August 20, 2024, the consumer was advised the following messages,

  “Good morning,
  Thank you for reaching out. Safe Haven is an authorized dealer of ADT and it does show that we have spoken to you back on 7/29/2024 in regards to you cancelling your services due to military orders. However, it does show the documents you submitted did not qualify for us to waive the early termination fee as your deployment doesn't start until 10/1/2024. You may send any further documentation to be reviewed, but cannot guarantee that it will meet the requirements. The other option is to reach out to ADT directly at ************ , to speak with account management and retract your cancellation until it is closer to your deployment date. Then you can resubmit the orders for review to see if the early termination fee can be waived at that time. If you have any further questions, you can contact me directly at ************ M-F 8am-5pm CT. Thank you.” (8.14.24)
  “Good afternoon,
  
  I apologize for the delay in response as I was not in the office yesterday. I have reviewed and as per company policy in order to be able to approve to waive the early termination fee per deployment, the cancellation would have to take place within the 30days prior to your deployment. Which as per your deployment documents, you do not deploy until 10/1/2024. In the mean time you can retract the cancellation until it is closer to your deployment date and then at that time can be reviewed. Please let us know if you choose to retract the cancellation so we may notate your account and have an account specialist send the request to ADT. Thank you.” (8.20.24)

  Given the above, Safe Haven respectfully disagrees with the consumer’s characterization of Safe Haven’s willingness to” honor active-duty military SCRA”. Safe Haven made multiple attempts to help assist the consumer with qualifying for military penalty-free release a month prior to the  account cancelling.

  At this time, we acknowledge the consumer may not have liked the conditions of the policy, however, it was the consumer’s discretion to terminate his account prior to the account eligibility to qualify  Safe Haven’s military cancellation policy that aligns with the Service member Civil Relief Act (SCRA). Safe Haven is unable to honor a penalty-free release. The account status and the remaining balance owed is valid. We encourage the consumer to reach out to the collection agency to fulfill the remaining balance owed.
   
  Thank you for your time.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/09/2025

      3956. Termination of certain consumer contracts
     (a) Termination by servicemember or dependent of a servicemember
     (1) Termination
  A servicemember may terminate a contract described in subsection (b) at any time after—
  (A) the date the servicemember receives military orders to relocate for a period of not less than 90 days to a location that does not support the contract; or ***(As soon as I found out I terminated my services)***
  (B) the date the servicemember, while in military service, receives military orders for a permanent change of station, thereafter enters into the contract, and then receives a stop movement order issued by the Secretary of Defense or the Secretary of Homeland Security in response to a local, national, or global emergency, effective for an indefinite period or for a period of not less than 30 days, that prevents the servicemember from using the services provided under the contract.
      (2) Notice
  In the case that a servicemember terminates a contract as described in paragraph (1), the service provider under the contract shall provide such servicemember with written or electronic notice of the servicemember's rights under such paragraph.
      (3) Manner of termination
  Termination of a contract under paragraph (1) shall be made by delivery of a written or electronic notice of such termination and a copy of the servicemember's military orders to the service provider, delivered in accordance with industry standards for notification of terminations, together with the date on which the service is to be terminated.
      (4) Additional individuals covered
  For purposes of this section, the following individuals shall be treated as a servicemember covered by paragraph (1):
  (A) A spouse or dependent of a servicemember who dies while in military service or a spouse or dependent of a member of the reserve components who dies while performing duty described in subparagraph (C).
  (B) A spouse or dependent of a servicemember who incurs a catastrophic injury or illness (as that term is defined in section 439(g) of title 37), if the servicemember incurs the catastrophic injury or illness while in military service or performing duty described in subparagraph (C).
  (C) A member of the reserve components performing military service or performing full-time National Guard duty, active Guard and Reserve duty, or inactive-duty training (as such terms are defined in section 101(d) of title 10).
  (D) The spouse or dependent of a servicemember, described in paragraph (1)(B), who accompanies such servicemember during the period of relocation.
     (b) Covered contracts
  A contract described in this subsection is a contract—
  (1) for—
  (A) commercial mobile service;
  (B) telephone exchange service;
  (C) internet access service;
  (D) multichannel video programming service;
  (E) a gym membership or fitness program; or
  (F) home security services
  
  *********************************************************************************
  

• Initial Complaint

  Date:09/20/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to end the contract with ***/Safe Haven beginning August 21, 2024. I have talked to at least 9 different representatives to cancel my contract due to selling of my house. My buyer can not get services because ***/Safe Haven are not communicating. On Sept 17th I talked to ***** with Safe Haven to pay the remaining balance on my account in FULL so my buyer can get security services with ***. That night a representative with Safe Haven showed up AT MY NEW HOUSE about security services. Then on September 18, 2024 another phone call in the morning harassing me to get services. I made it clear on 8/21 I didnt want *** services but I get constant calls and now representatives showing up at my house. DO NOT CONTACT ME AT ALL!!! Please see complaint 22302400 regarding ***. If this does not stop then I will contact an attorney. REMOVE ME FROM ALL MAILING LISTS. Stop harassing me. This is exactly why I am not transferring services. I had it for 8 months and for one month I didnt have a working system. ***/SAFE HAVEN please see all notes and recorded conversations. LEAVE ME ALONE!

  

  Business Response

  Date: 09/23/2024

  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. Safe Haven strives for an excellent customer experience,
  and deeply regrets any frustrations the customer has endured based on the
  details of the complaint.

  Based on the allegations
  within the complaint, we strongly suggest the customer redirect the complaint
  towards ***. There may be some confusion between Safe Haven’s contact attempts compared
  to ***’s as Safe Haven does not send mailers to solicit business. Additionally,
  it is important to note that the extent of solicitation attempts described
  within the complaint do not match the records Safe Haven has on file. Safe
  Haven has noted one recent attempt to solicit business, however prior to that,
  Safe Haven has not attempted to communicate with the customer to solicit
  business since 2023.

  In
  efforts to provide excellent customer service, Safe Haven has
  escalated this complaint within our Leads Division to help provide the customer
  with peace of mind. Safe Haven has added the customer to our internal Do Not
  Contact (“DNC”) and Do Not Solicit (“DNS”) lists to ensure there are no further
  contact attempts from Safe Haven. We kindly encourage the customer to contact
  *** or redirect the complaint to them to ensure they also act against any unwanted
  solicitation on their part.

  We thank you for your time
  and consideration.

  
  Sincerely,

  Safe Haven Security Services, LLC

  

  Business Response

  Date: 09/25/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We acknowledge the customer’s dissatisfaction regarding the previous response, but our decision remains the same. Safe Haven has taken accountability of our actions, addressed the concerns listed throughout the complaint, and advised where some of those concerns should be redirected.
  
  At this time, Safe Haven has complied with the customer’s previous requests. Safe Haven has not attempted to contact the customer and the customer’s information has been added to our internal Do Not Contact/Solicit lists to prevent any unwanted communication. There are no further actions for Safe Haven to take. We thank you for your time and consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/26/2024

  
  
  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:09/17/2024

  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 signed up for ADT through Safe Haven for a a contract at my prev home. I had to move due to unforeseen circumstances. With this in mind knowing that I have the security system contract and still very much wanted services I immediately reached out to ADT to see what my options were on March 20,2024. Due to the system being professionally installed at my previous residence, I asked if there were more renter-friendly options available and the representative that I spoke with signed me up for ADT + services and I would still be able to keep the services that I wanted I was informed I would also be in good standing in terms of my contract. The agent advised Once I activate my new services at my new residence and it was active for a minimum of (30) days, it will waive/void any termination fee. He also advised that that the contract with Safe Haven would be canceled and should I receive any additional billing afterwards that I could call in to have it waived/refunded as well. Unfortunately, I later found out that this information upon moving Apr 1st was incorrect after numerous phone calls trying to get the technical issues with setup for the new services resolved with customer support and seeing that I was being billed monthly for the ADT (Safe Haven) service for $71.99 as well as ADT + $31.99) I was sent on multiple runaround calls as no one could determine why the previous contract was not canceled and why I was being billed for both services. After finally speaking with the Account Manager from Safe Haven (******* ********) she explained to me that the cancellation fee would not be eligible to be waived since the new services that I had with ADT + were only for 12 months and did not meet the terms of the previous contract of 36 months. This information was not communicated to me upon signing up for ADT+ and I was lied to that there would be no fee as long as I kept services with ADT
  I have received an Accounts Receivable notice from Safe Haven for $1437.55

  

  Business Response

  Date: 09/17/2024

  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 service 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 accounts
  preservation management and customer satisfaction director. A member of their
  teams will reach out to the customer within 24-48 hours to address her concerns
  and offer resolution assistance towards her desired settlement. Safe Haven
  appreciates the customer’s business and wants to thank 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.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/16/2024

  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 August 2023, we purchased our home and safe haven was supposed to install our security system to include smoke alarms. In August 2024, we had multiple issues with our system and when the technician came out it basically had to be reinstalled. During this visit he discovered that our smoke alarms were never installed as they were placed in a cabinet above the microwave. I have called multiple times and requested a refund of 1/2 the monthly fees for the last year as I only had a burglar alarm since the smoke portion was not installed. I spoke with Cameron and he had someone call me but he only offered me more devices and said he would call me back about a credit because he didn’t. I have not received a call and have left about five voicemail messages since. I would like a refund of 1/2 my monitoring fees for the last year.

  

  Business Response

  Date: 09/17/2024

  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 service 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 installations
  management. Safe Haven’s Escalations has contacted the customer to assure we
  will provide her with her follow up within 24 hours to address the customer’s
  concerns and offer resolution assistance to her desired settlement. Safe Haven
  appreciates the customer’s business and wants to thank 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.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/11/2024

  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.

  They want me to pay 1000 to cancel after i told them to cancel the first day

  

  Business Response

  Date: 09/12/2024

  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: 09/24/2024

  They told me I had 3 days to cancel I told them to cancel the first day they kept putting it off to make it past 3 days 

  

  Business Response

  Date: 09/25/2024

  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.
  
  Based on our investigation, we were unable to identify the
  complainant’s name listed as an authorized user to discuss account information
  with. We value our customers’ privacy and at this time we encourage the
  complainant to contact the account holder to name them as an authorized user on
  the account so that we may address the concerns listed within the complaint. Please note, Safe Haven has addressed the concerns listed with with the account holder and at this time there are not further actions Safe Haven is required to take. The account holder may contact Safe Haven customer service if he has any additional questions or concerns. Safe Haven can be reached Monday through
  Friday, 8 AM to 7 PM central time at *************
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC