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:06/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6, 2024, I signed a written contract with Safe Innovations to construct a 460-square-foot addition to my home. As per the agreement, I paid 50% of the total cost$58,000 USDupfront to initiate the ********** has now been over six months, and absolutely no work has been started. The company is not returning my calls or messages, and they have refused to communicate or provide any explanation regarding the delay. I have made multiple good-faith attempts to get in contact with them, but they continue to ignore my efforts.I have attached a copy of the signed contract as evidence of the agreement and payment terms. I am formally requesting the BBB's assistance to resolve this issue by either securing a full refund of the money I paid or ensuring that Safe Innovations immediately begins work on the project as agreed.

  

  Business Response

  Date: 06/24/2025

  BBB Serving ***************** and the Caribbean
  
  Subject: Respond to Complaint by Ms. ******* *********
  
  TO WHOM IT MAY CONCERN
  
  Just to clarify some of the inconsistencies on Ms. ******* ********* complaint,we would like to respectfully request your attention to the following facts.
  
  Indeed, Ms. ******* ********* signed a contract, please find the contract attached, for the total amount of $58,000.00. Ms. ******* ********* applied for financing for the required 50% deposit of the contract for the total amount of $29,000.00. One of the financial institutions that Safe Innovation, Inc. works with is MOMNT Financing. ***** Financing funded a total amount of $25,302.50.Please find attached a copy of our bank account transaction. We then issued an invoice for the remainder of the funds, numbered 1374 and dated 12/06/24. This invoice has not been paid yet. Please find attached a copy of the Invoice. Therefore Ms. ******* ********* has not paid the Deposit in its entirety.
  
  The delay has been caused by the architectural process required for Ms.******* ********* project. The Architectural documents have a cost of $15,000.00 that we have been paying from the funds that we received, and we clearly specified above. The contract clearly states that the project will be completed within 90 to 120 days, starting from the date of obtaining the Master building permit. This process has not yet been completed. We have no control of the time it takes for the Architect to complete the document package required to obtain the Master building permit.
  
  We are very surprised with Ms. ******* ********* statement that the company is not returning my calls or messages, and they have refused to communicate or provide any explanation regarding the delay.  We have indeed been in constant contact with her. Perhaps her calls were not responded immediately or even on the same day.But, to our knowledge, all the calls have been returned and our communication with her and all the members of our staff has been cordial and friendly. We can provide you the telephone records with communication between Ms. ******* ********* and Safe Innovation, Inc.
  
  Ms. ******* ********* requests for the funds to be returned. Calculating the balance, we agree that *************** ********* has $10,302.50 which is the balance of the funds received from MOMNT Financing minus the moneys paid to the Architect. We will also submit the complete Architectural package once the Architect finishes it. 
  
  Thank you and best regards, 
  
  ******* *** *****
  Senior Project Manager | ******************** President
  M: *************** | Via WhatsApp
  M: *************** | Direct
  E: ********************************************************************
  
  Safe Innovation, Inc.  
  *******************************************
  ********************
  T: ***************
  
  ********************************

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23429659
  
  I am rejecting this response because:

  RE: Response to Statement by Safe Innovation, Inc.
  Complainant: Ms. ******* *********
  BBB Case #: 23429659
  To Whom It May Concern:
  I am writing to clarify and challenge several of the statements made by Safe Innovation, Inc. in their response to my complaint.
  
  1. Deposit and Financing
  Full deposit received: I contacted MOMNT Financing directly and confirmed that the entire $29,000 deposit was fully disbursed to Safe Innovation, Inc. on December 8, 2024. A screenshot of my MOMNT loan activity is attached as Attachment A. This directly contradicts the companys claim that only $25,302.50 was received.
  No notice of a shortfall: At no time prior to my complaint did Safe Innovation notify me of any alleged balance due or provide a formal invoice. They proceeded with project planning without addressing this supposed discrepancy, which shows a lack of transparency and internal miscommunication.
  
  2. Architectural ***************************** claims that $15,000 was paid to the architect (***** ********), yet no receipts, invoices, or proof of payment have been provided. 
  The contract states the timeline begins once the master building permit is issued, but no permit application has been submitted, and the project remains stalled.
  
  3. Communication Record
  Contrary to Safe Innovations claim of cordial and friendly communication, I have call logs and messages showing multiple delays and unreturned calls.
  Additionally, I have a text message from Mr. ********* ******** admitting that the company "does not have the money to pay the architect". This directly contradicts their written statement claiming architect fees have been covered. I am prepared to submit this message upon request.
  
  4. Refund Request
  Given the confirmed full deposit, total project inaction, lack of transparency, and contradicting statements by the company, I respectfully request:
  A full itemized accounting of how my $29,000 was used.
  Immediate refund of all unused funds; and
  Termination of the contract.
  
  Conclusion
  Safe Innovations response to the BBB contains false and misleading statements regarding the payment, communication, and project status. I urge the BBB to continue its investigation and assist in resolving this matter fairly.
  Sincerely,
  ******* *********
  **************************************
  ************
  6/25/2025
  
  Attachment A: Screenshot of MOMNT Financing statement confirming disbursement of $29,000 to Safe Innovation, Inc.
  (Text message evidence available upon request.)