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: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.

  Canceled service less than 6 months of initiating service ( May 6th 2025) and I’ve been billed the cancellation fee despite canceling within the advertised grace period and I’ve been billed additional months after cancellation. I’ve tried to contact them as well as Safehaven to reach a resolution without success. I’m looking to confirm cancellation and recoup any monies spent post cancellation.

  

  Business Response

  Date: 06/05/2025

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

  

  Business Response

  Date: 06/05/2025

  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 allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to provide additional clarity.
  
  After reviewing the Alarm Services Contract “the Contract”, Safe Haven has not identified any evidence to substantiate the customer’s allegations. The customer entered into an Alarm Services Contract (“the Contract”) on April 23, 2025. When the customer signed the contract, they acknowledged understanding the rescission period details on pages 10 & 11, that explicitly state the last date to cancel without early termination fees was midnight of April 26, 2025, which is contradictory to the customer’s remarks alleging a six-month cancellation time frame is advertised.
  
  Additionally, 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 rescission period utilized to enforce a cancellation without early termination fees and the terms related to early termination. The customer was sent a copy of the Contract to the designated email address on file the moment it was signed with time stamp and date analytics. Page 5 paragraph 2, explicitly expresses that if the customer terminates the Contract during the initial 36-month term they will be responsible for paying 75% of the remaining total monthly service charges. This documentation further undercuts the allegations made within the complaint.
  
  As a result, Safe Haven is unable to allow the customer to cancel without an early termination fee or issues any refunds. The customer was provided all necessary information upfront and failed to exercise their right to cancel without an early termination fee within the designated time. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with their cancellation request. Customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the Contract referenced above. The customer may contact us directly at 844-413-1920, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, they may also contact us by email at *******************************.
  
  Thank you for your time and your consideration.
  
  Sincerely,

  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Portland Branch Door to door salesman ******* sold us a package that didn't materialize. Said we would recieve $15/month off insurance to offset rate down to ~$50/month. The insurance company offer no such discount, but of course the deal he was running was for that day only (classic high pressure tactics). Hardware listing/prices/funcionality were misrepresented between salesman and installers, and I was even told by the tech manager that is by design. Salesman told us there was a 6 month money back guarantee if we weren't happy with the service, so after having the system less than a week, I call serivce department to cancel and they tell me that the guarantee is only for hardware related issues pending multiple stipulations, and that I had missed the 3 day cancellation grace period (which salesman did NOT disclose) by 24 hours, and was unwilling to help at all, and told me the only thing I could do was pay ~$1700 to terminate the contract. When I went back to salesman he refused to help, and when I pointed out that he misrepsented multiple aspects of this sale, he said it wasn't his problem that is wasn't worth explaining how the actual cancellation policy works because "You're only a small percentage of our buisness", and promptly stopped communcating. Really shameful tactics, and even the tech employed there and ADT corpoate expressed frustration at this culture.

  

  Business Response

  Date: 05/30/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by the customer. We sincerely apologize for any inconvenience and deeply regret any frustration this may have caused the customer, as we strive for an excellent customer. Safe Haven does not condone the alleged behavior, nor does it reflect the standards we require our employees to uphold.

  In efforts to provide a resolution to this matter, our customer service team will be reaching out to the customer to help process a cancellation without any early termination fees. During this process, a return trip appointment will be scheduled to collect the remainder of the equipment provided by Safe Haven. We kindly request the customer allow 24-48 business hours for our customer service team to contact the customer to complete this process.
  
  Safe Haven appreciates the customer’s understanding, and we are hopeful our efforts will help repair the relationship. We value customer satisfaction and look forward to helping honor the customer’s request. Once again, we appreciate the customer's patience and thank you for your understanding through this process.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 06/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  48 hours have passed and I've received no contact from ADT/Safe Haven, by phone or email. I will be satisfied with your proposed solution only if Safe Haven actually reaches out (obviously), the contract is cancelled with no fees, and if Safe Haven is repossessing the equipment (some of which I paid for out of pocket and the rest was covered by a voucher to onboard us), I am refunded everything I have paid to Safe Haven including hardware costs out of pocket for the equipment you are taking back, minus one month's fee which I am willing to allow you to retain in good faith.

  I was told by your install tech the hardware I bought belonged to me and not Safe Haven, another thing you should probably clarify with future customers going forward.
  

  Please contact me by phone or email urgently, I just want to get this resolved.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response submitted by the customer. Safe Haven advised “24-48 business hours” in our response Friday, May 30, 2025. As a result, the customer may be contacted no later than Tuesday, June 3, 2025.

  We hope this helps clarify any confusion from our previous response. A member of our customer support team will be reaching out to assist the customer with the cancellation process. Safe Haven thanks the customer for their patience and understanding while we work towards an amicable resolution for both parties.
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven (ADT authorized dealer) came to set up a security system in my home a month ago. I was told by the technician that came out that the purchase of the home came with $1,000 worth of free equipment. Upon his visit, he aggressively tried to sell me other equipment. I purchased other security equipment and was told that was all. He sent me the contract and told me that I can cancel it whenever I wanted to. Well, that was a lie. There have been ongoing glitches since I've had the equipment. I have contacted customer service numerous times and numerous techs have came out and said they didn't know how to fix the problem. The tech manager Neil even came out and as of date, my security panel still does not work. I called customer service and to my surprise was told that I unknowingly signed a 36 month contract and would have to pay for all of the months if I wanted to cancel. I was also told that I'll be charged $60 for any future tech visits, gaslighting me and saying there are no problems with my system, refusing to return my calls, and refusing to let me out of my contract without penalty. I was also told that from now on if I want a tech to come out I have to pay $60 each time even though the issues are with their equipment/system and they have never resolved them. I have also emailed Neil, the tech manager, and there has been no response. The last few times I've tried to reach them their automated system disconnected my call. I was only able to get through by calling ADT and being transferred. After all this I have asked to be let out of my contract without early termination fees and they have refused. ADT says there's nothing they can do because Safe Haven holds my contract. I am disgusted with their lack of professionalism and accountability, disinterest in the safety risks these glitches pose. to my young son and me, and their unwillingness to fix the problems or let me out of my contract. This company is a scam and are stealing money from people.

  

  Business Response

  Date: 05/27/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. 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. Safe Haven would like to take this opportunity to provide additional clarity and address the concerns listed within the complaint.
  

  After reviewing the account records, 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. All necessary information is provided upfront for the customer review. When the customer signed the Contract, she acknowledged that she read and understood the terms and conditions, specifically the 36-month term and the right of rescission. As a consumer, it is at their discretion to read and review any document provided that requires their signature, specifically their authorization of reading and understanding the terms which is contradicting to the complaint allegations.

  Additionally, the time permitted to enforce a cancellation without early termination fees is detailed and disclosed in its own document 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 within the designated time and send it to the designated address listed. Please note: customers may cancel at any time of their choosing, however, in the event a customer request to cancel outside the designated rescission period, they are subject to the terms and conditions of the Contract. (See page 5, term 2) The customer had every right to enforce her right to cancel within the rescission period but failed to do so.

  Furthermore, the terms explicitly clarify the customer’s responsibility for any trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.) and their responsibility to provide compatible Internet connectivity. The Broadband Rider included within the contract further defines the telecommunications functionalities (“Telco Requirements”) required for the monitoring services the customer elected. When the customer signed the Broadband Rider, she agreed that it was her sole responsibility to uphold the Telco Requirements in addition to the terms defined on pages 6-9 under, “WARRANTY EXCLUSIONS”, “ALARM SYSTEM COMMUNICATION”, and “DELAYS” which further undercut the complaint details.

  Consequently, any interruptions with Internet Connectivity or Wi-Fi that do not pertain to the function of the operating system is at the customer’s responsibility to resolve, not Safe Haven. We acknowledge that the customer has experienced issues with Internet connectivity within the home, however it does not deem the system inoperable or eligible to have non-warrantied service trip fees waived. The customer is currently within her 90-day warranty period, which allows her to schedule service visits under warranty without a trip fee or technical support over the phone. In both cases, the customer has been able to utilize both, and we are happy to help continue assisting her through these methods.

  At this time, Safe Haven kindly encourages the customer to contact our customer support team if she is experiencing any services related issues under warranty. Should the customer wish to forgo servicing or technical support and want to cancel she will be subject to the early termination fees. Safe Haven can be reached at ************* Monday through Friday 8 AM to 7 PM Central Standard Time.

  
  Thank you for your consideration.

   

  Sincerely,

  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 05/27/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have reached out to Safe Haven on multiple occasions and there still has been no resolution to the problem. Several technicians that have came out has deemed my internet to be working and said it was something wrong with the panel. No one from Safe Haven has reached back out to me (as promised) to resolve the issue. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/27/2025

  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, we respectfully disagree with the customer’s remarks.  
  
  Safe Haven has spoken with the customer on multiple occasions and has attempted to provide resolution assistance within the bounds of the Contract. Safe Haven last spoke with the customer on May 22, 2025, and assisted the customer with troubleshooting of the system. We have previously advised the customer that a manager would look into additional research and would follow back up with her, however he did not provide a specific day or time that he would reach out. It has been less than 48 business hours since Safe Haven spoke with the customer. (holidays and weekends not included)
  
  At this time, Safe Haven has sent an additional update request to technical support and the technician manager in the area to contact the customer directly. Safe Haven kindly requests the customer to allow Safe Haven technical assistance to contact her directly within the next 24 hours. Should the customer wish to forgo technical assistance and want to cancel she will be subject to the early termination fees. Safe Haven can be reached at ************, Monday through Friday 8 AM to 7 PM Central Standard Time.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 18, 2025, I had Safe Haven come out as an authorized dealer for ADT to provide a security sales pitch on my brand new house. The products offered included window sensors, a smoke detector, security control panel and cameras on the exterior of my home to include a door bell camera. The total of these products exceeded 2,000 dollars. I was told that per contract, I had 3 days to determine if I wanted to keep the system, or return it for a full refund. After the 3 days, I found that one of my cameras was not functioning properly. I had a technician come out on May 10, 2025 to look at my system to test the signal strength as ironically everything was on. The cameras were found to have weak signal and I was instructed to purchase an extender. The extender came the following day and was self installed with no issue. Again, the camera went offline and would not turn back on. On 05/12/2025 my ring camera also turned off and wouldnt come back online. I reached out to Safe Haven to demand a credit to my account or to demand a refund and removal of all equipment. They refused to do so, I had a technician come out the next day and reset the cameras. Today on 05/22/2025, I found that the ring camera went off again at some point. Unknown exactly when it went offline, as I do not get notification that the system goes offline. For 3 hours, I was switched between Safe Haven and ADT who refused to meet my requests of a credit on my account or removal of all equipment. Only three hours into the phone call was I offered any form of over the phone technical support, only for safe haven to request me be transferred back to their cell center for them to hang up when I asked to respectfully continue my conversation with ADT. ADT refuses to handle my issues due to a 12 month timeframe that Safe Haven covers the warranty. Safe Haven needs to hold themselves accountable and not hide behind a contract that is in place due to knowing they have horrible service.

  

  Business Response

  Date: 05/23/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven 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 endured.

  Importantly, Safe Haven would like to emphasize that the camera’s signal strength is based on the internet capabilities within the home. When the customer signed the Alarm Services Contract (the Contract) they acknowledged their understanding of the terms and conditions specifically, section 8 on page 6 of the Contract. This section clarifies the customer’s responsibility to provide a compatible internet connection for the cameras to function correctly.
  
  As a result, if the Internet connectivity is not compatible or if there is an outage, the camera will not function as intended. Additionally, if the internet goes down a camera will go offline. This is not a malfunction of the cameras nor is it deemed inoperable.
  
  Furthermore, Safe Haven has spoken with the customer in efforts to provide service resolutions that have been declined. Safe Haven offered to have technical support reach out and offer troubleshooting, unfortunately the customer declined. The customer has demanded the equipment to be removed and to be absolved of the contract terms.
  
  At this time, Safe Haven is unable to offer any exceptions to the early termination terms or the fees associated with early termination. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions they signed. If the customer wishes to forgo his cancellation request, he may contact our customer support and work technical support to help assist him with any issues he may be experiencing. Safe Haven can be reached Monday through Friday, 8 A.M. to 7 P.M. Central Standard Time at *************
  
  Thank you for your time.
  
  Sincerely,
  
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 05/27/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have documentation proving that I have had technicians out MULTIPLE times. The people on the phone with ADT, not Safe Haven, have done speed tests and stated I should be having zero issues. 
  

  The couple times I was offered over the phone troubleshooting, I took them..which are on recorded phone calls that I will be getting copies of. 
  

  I asked for a credit on my account which was denied by Safe Haven but approved by ADT, again, on recorded phone conversations. 
  

  I will continue to report this company to the BBB, I will continue to comment on social media posts warning future customers and everyone in my community social media page is aware to avoid utilizing Safe Haven. I am also in contact with my local news media and national outlets regarding my issues. 
  

  Safe Haven will be held responsible if my cameras fail in an emergency. My download speeds are over 1000 MPS and uploads over 800. My WiFi isn’t an issue. Stop passing the blame on others. 
  
  Sincerely,
  
  *********** *********

  

  Business Response

  Date: 05/28/2025

  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 with the previous response, but Safe Haven does not have access to ADT recordings, nor has Safe Haven been able to locate any evidence to substantiate the additional remarks regarding the claim of having “zero issues”. While we cannot speak on any alleged conversations or credits offered by ADT, Safe Haven did speak with the customer on 5/27/2025 to offer two-months’ worth of monitoring as a courtesy which further undercut the additional remarks made against Safe Haven.
  
  Additionally, Safe Haven assisted the customer in retracting the cancellation code placed by ADT to help prevent additional frustrations. Technician management also spoke with the customer the same day to get authorization to return to the customer’s residence to conduct an onsite service appointment for today, 5/28/2025. We are disappointed that the customer has chosen to continue this hate speech publicly against our company online while simultaneously accepting the benefits we have been offering to help resolve this matter amicably.
  
  At this time, our decision remains the same regarding the Contract terms. While we acknowledge the customer has threatened to use hate speech against our company on several public platforms, it does not negate the efforts Safe Haven has continuously made to help achieve customer satisfaction. Safe Haven will continue to help provide resolution assistance to help address the customer’s concerns within the bounds of the Contract and we are hopeful we reach a satisfactory resolution for both parties involved. 
  
  Thank you for your time.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising 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.

  Sales person sold me on this alarm system through fear tactics telling me my neighborhood was dangerous. As a new Oklahoma City resident who had just moved here literally the day prior, as well as a new single mother of a three month old, I was persuaded out of fear and further sold by the sales person offering “vouchers” for free sensors that would make the installation “completely free…you just have to pay the monthly fee”. I was never told about there being a 3 year contract or about any installation fee. When the installer came to my home, I was told that I was signing a work order. I informed him that I did not have wifi internet at my residence. He told me that this would not cause any issues. As such, the document I was signing would not fully load. I was told not to worry about this, that I should just sign, and again that I was not required to have the internet to have the service. This was completely untrue! My system has not been working properly since installation, and ADT says that this is due to not having WIFI. I was also informed by the installer that installation was $530 for the sensors, as the vouchers the sales rep gave me were not enough to cover the necessary job, which I paid him. I am now being told by Safe Haven that I signed a 3 year contract and that the WIFI is my responsibility to have in order for the system. I have health issues that prevent me from having wireless internet in my home, so this is not an option. I asked if the company would make an exception and allow me to early terminate without a fee considering all of the bad business practices I have experienced, and the fact that I paid out of pocket for the sensors THAT ARENT WORKING without WIFI. I am not seeking a refund for anything, just seeking no termination fee. This company utilizes bad business practices to make sales, utilizing lies and scare tactics and then they leave the customer hanging with threats of sending them to collections if early termination fee isn’t paid.

  

  Business Response

  Date: 05/23/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we are committed to addressing any of the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and are working with the customer directly to address her concerns. After reviewing the account records, we have been unable to locate any evidence to support the customer’s allegations. In efforts to address the concerns listed within the complaint, Safe Haven has escalated this matter internally with sales management.
  
  Safe Haven customer support has assured the customer that a member of sales management will be contacting her within 24 to 48 hours (not including holidays). We kindly ask that the customer allow 24 to 48 business hours to hear from management. At this time, if the customer would like to terminate the monitoring services, they would be subject to the terms and conditions signed. Please note: the complainant listed is not the account holder and ultimately the account holder signed that they read and understood the Alarm Services Contract. We thank the customer for their patience throughout this process and hope we’re able to come to an amicable resolution for both parties involved.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. The email address on file matches the primary’s listed. Based on the additional remarks made by the complainant, it would seem that she has admitted to authenticating the signature on behalf of the primary given the authentication captured which implied she had authorization to do so. With this admission, is the complainant stating that she knowingly authenticated the primary’s signature without authorization?
  
  Further, the Contract is titled and explicitly states, ALARM SERVICES CONTRACT (“CONTRACT”) at the top of the document in bold writing and references that it is a contract with terms in multiple areas of the first page before and after the areas in which initials are required to be placed. While the complainant has asserted she was told it was a “work order”, she has also inadvertently admitted to failing to read what she signed which further undercuts the details of the complaint. Safe Haven provided all necessary information for the complainant to review at her discretion, whether she chose to review it does not negate the fact it was provided along with a copy that was sent to the email address used to authenticate the signature the moment it was signed.
  
  As a result, the primary had every right to enforce his right to cancel within the designated time and failed to do so. Safe Haven has not serviced the system or been to the residence since the installation occurred. If the complainant is experiencing any service-related issues, we kindly encourage her to contact our customer support team to schedule a service/technical support appointment. Should she wish to forgo servicing and want assistance with terminating the account, she will be subject to early termination fees. Safe Haven customer support can be reached Monday through Friday at ************, 8 A.M. to 7 P.M. Central Standard Time.
  
  We thank you for your time.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 06/02/2025

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

  What this representative wrote in response is once again is a gross misrepresentation and lie.

  I will state the facts of this matter clearly once again, as this company continues to try to misrepresent the situation as it occurred. 

  1. An installer came to my residence to install the alarm system. We do not have WIFI at this residence, and as such the installer was not able to load the document he was asking me to sign. He stated that the document was a work order and that I should “just go ahead and sign it” so that he could complete his work. I was misinformed about what I was signing and felt pressured to sign the document that wasn't loading, as I thought I could trust what I was being told that what I was signing was a “work order.”

  2. My domestic partner was the one who scheduled this installation and he was not at the home the day the installer came to install the system, due to an unforeseen circumstance. My partner was not told there was a contract for these services. He was told there was a month to month service fee, and that I, his partner, could receive the installer at the home to set up the system.

  3. We were told that there did not need to be WIFI at the residence for the alarm system to work properly. After over three weeks of issues with the alarm system not working properly, I contacted ADT directly and spoke with a tech representative named “Paola” who informed me that the reason the system was not working properly was because we needed to have WIFI at the residence. 

  4. I called the company on 5/23 to report these findings from ADT and to ask to speak to a top manager in order to report these various problematic business practices above and to come to some kind of amicable agreement. The representative informed me that they were the “top of the line” and that there was “nobody else to speak to about this issue. You signed a contract, you have to pay.” They refused to acknowledge their company’s poor business practices, which are actually ILLEGAL. After a great deal of pleading, this representative offered to have the sales manager of their Oklahoma division call me in 24-48 hours. it has now been over two weeks and nobody has called me. 

  5. This morning I called Safe Haven in an attempt to give them one last chance to follow through with getting me in touch with the promised Oklahoma Sales Manager. This time they stated that “Since you’ve been in contact with the Better Business Bureau, we can no longer speak with you directly and will not be having any Sales Manager call you.” They once again told me I am subject to the early cancellation fee for a service I was told would work without WIFI, which was a misrepresentation of services. This product does not and will not work without WIFI. 

  This continued back and forth is coming from a customer service representative in different state who has no idea of what has actually happened in this instance, and instead of listening to the consumer and escalating this (hopefully) unique matter to the appropriate party or parties, is reading from a script and offering no actual customer service. They are expecting the consumer to simply pay a bill for a service that was misrepresented to them, and to abide a “contract” that was also misrepresented as a “work order” by an installation person. 

  Please BBB, this is an example of the kind of bad business conduct you were formed to protect consumers against. I plead with you all, shut this company down! ADT should be made aware to no longer allow this company yo do business under their name! 

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

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business promises to handle all tech problems online, but it doesn't. It just says that a technician needs to physically come out and the cost for that is exorbitant. The fee must be paid ahead of time. Therefore if the first tech can't fix it, you're getting charged again.

  

  Business Response

  Date: 05/20/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we are committed to addressing any of the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and look forward to resolving this matter quickly. However, Safe Haven has been unable to locate any evidence to support the customer’s allegations After reviewing the account records, 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. The account holder may contact Safe Haven customer service Monday through Friday, 8 A.M. to 7 P.M. Central Standard Time at *************
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/18/2025

  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.

  My wife and I were contacted by a field representative for Safe Haven Security approximately 6 months ago at our home. We were reluctant to sign up with for the home security system telling the agent that we did not want a lengthy service contract as we did not know if we were going to keep the service. The field rep than preceded to tell us that there was no contract that it would be month to month and we cancel anytime. When it came time for the installation of the equipment they had already filled out the paperwork using my wife's maiden name( not her married name) and just had her electronically sign the paperwork. There was no detailed explanation given as to what my wife was signing, nor was an physical copy of an contract given or electronic copy emailed for her to see and go over to ask any questions about. Once the installation was finished they just left again no copy of any contract left physical or otherwise. As of April 2025 we attempted to contact Safe Haven to cancel the service believing that we were month to month only to find we were locked into a 3 year contract and are now waiting to charge us over twenty three hundred dollars for etf and other charges. When informed of all this they said we would have to speak to a field manager which never happened. Only after we went to ADT to cancel service, unenroll in auto pay and put a stop payment through our bank have they began to start emailing my wife demanding she contact them and make payment and threating legal action.

  

  Business Response

  Date: 05/19/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically the term length and the rescission period utilized to enforce cancellation without early termination fees. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.

  First, 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 Safe Haven collected electronic signatures within the Alarm Services Contract (“the Contract”) that explicitly details the terms and conditions, specifically term length and early termination of the Contract.  Each electronic signature was authenticated by the customer’s email address and a copy of the Contract was sent to the designated email address on file the moment it was signed. The certificate of completion included within the Contract provides time stamp and date analytics of when the document was signed and received which is contradictory to the customer’s remarks alleging they did not receive a copy of the Contract the was signed.

  Second, when the customer signed the Contract, they acknowledged that they read and understood the terms and conditions. Within those terms and conditions included the Notice of Cancellation page which provides explicit details of the 3-day rescission period and the steps to enforce this right. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the Notice of Cancellation document opting to exercise a cancellation free from early termination fees within the designated time. This documentation provides compelling evidence undercutting the allegations of being instructed of a month-to-month agreement.

  Third, Safe Haven provided all necessary information upfront for the customer to review. As a consumer, it is at their discretion to read and review any document provided to them that requires their signature, specifically their authorization of reading and understanding the terms. The time permitted to enforce a cancellation without early termination fees is detailed and disclosed in its own document for their review. 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 early termination terms of the Contract (see page 5, term 2). Please note: the customer’s right of rescission period ended at midnight of November 21, 202, and Safe Haven did not receive a cancellation notice from the customer until May 2, 2025, well outside the rescission period.

  Given the above, Safe Haven denies that there was any wrongdoing on its part. Should there have been any concerns at the lengths in which the customer has described within the complaint, the customer had ample opportunity to contact Safe Haven and failed to do so. The customer provided valid signatures electronically to authorize they read and understood the terms of the Contract signed. Due to the validity of the contract, the customer would be subject to the early termination fees if they wanted to move forward with their cancellation request.
  
  While we acknowledge our decision may be unsatisfactory to the customer, we are upholding the terms signed. If the customer would like to move forward with terminating the services, he may contact Safe Haven to process his cancellation request with the associated fees. Safe Haven can be reached at ************, Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.

  We appreciate your time and thank you for your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 05/19/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I am moving forward with a fraud claim and no investigation was done to my knowledge
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/20/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, but all electronic signatures collected were authenticated electronically through email address listed on file.
  
  Additionally, a copy of the electronic contract was in their possession the moment it was signed. Safe Haven utilizes an electronic contract that requires a security encrypted process to authorize a customer's signature for the service agreement. Each electronic signature placed on the contract is generated by the customer inputting a unique pin known only to them.  Time stamp and date analytics were provided within the contract under the Certificate of Completion reflecting when it was sent, viewed, and signed.
  
  At this time, Safe Haven has been unable to find any evidence to substantiate the customer’s allegations regarding fraud. The customer has every right to escalate this matter however he feels necessary, however, our decision remains the same. We acknowledge our decision may be unfavorable to the customer, but we are upholding the terms and conditions that were signed and authenticated.
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just bought my house in denison tx , using my VA home loan . My lender referred me to the safehaven adt , bc I'm a disabled combat veteran O.I.F , so when they came out started installing the equipment, they ended up charging me 2289.49 and then the very next day charged me 69.27 , I also went back through and looked at my bank statement and they also charged 139.64 on 03- 29-2025 for what appears to say fast food.. My service wasn't installed until 04/23/2025 , so I'm not sure exactly what they did there. On 04/25/2025 , I canceled my agreement by calling them to cancel , and also submitted the paperwork to boca raton Florida and sent it priority mail , and didn't hear anything, a few days later safegaven adt called me and said they weren't gonna give my money back ,this company needs to be looked into bc I followed all the laws to cancel in Texas per there requirements..

  

  Business Response

  Date: 05/19/2025

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

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint to our dealer support team. The Boca Raton address listed on the Notice of Cancellation form referenced by the customer is received by ADT Corporate, not Safe Haven. Based on ADT’s account notes, there has not been any confirmation the Notice of Cancellation was received within the designated period to release the customer from early termination fees.

  As a result, when the customer contacted Safe Haven to move forward with his cancellation his account had not been properly documented to substantiate that he enforced his right to cancel within the designated time. At this time, Safe Haven has not yet heard back from ADT on the status of the cancellation and whether it was exercised accurately, however, Safe Haven has been given a 24-hour time frame for follow up. Once Safe Haven hears back from ADT, we will contact the customer immediately.

  Given the above, Safe Haven denies any wrongdoing on its part as we have upheld the terms and conditions of the Alarm Services Contract signed. A member of our escalations team will be reaching out to the customer to further explain these details to ensure the customer is properly updated in real time. Safe Haven thanks the customer for their patience and understanding while we work towards an amicable resolution for both parties.

  We thank you for your time and your consideration.
  

  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 05/19/2025

  
  Complaint: ********
  
  I am rejecting this response because: I sent the cancellation priority mail which adt , received it 2 days later , which I verified with the tracking number . Safehaven reached out to this morning,  to let me know , they are waiting for ADT to respond,  within 24 hrs. I hope they do that with a response of refunding the money I paid in full .. Safehaven knows Adt received the priority mail bc their customer service told me too weeks ago,  so I'm not sure what we're waiting on . Safehaven has the obligation of refunding my monies.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/20/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We are disappointed with the customer’s additional remarks after our attempt to provide additional clarity directly over the phone yesterday, 5/19/2025. We understand the customer’s dissatisfaction with the previous response, but Safe Haven respectfully disagrees with the complainant’s characterization of the allegations.
  
  Safe Haven contacted the customer yesterday and provided clear and detailed instruction of the current status of the account. Additionally, Safe Haven has also verified the customer’s cancellation request was received by ADT, however, we have been explicit in stating that ADT has failed to confirm whether the customer’s requests was postmarked within the designated time listed on the Notice of Cancellation document.
  
  Furthermore, Safe Haven has been transparent throughout this entire communication and advised the customer if and/when ADT confirms the Notice of Cancellation was received and postmarked within the required time frame that we will honor the request.  Safe Haven strives for customer satisfaction, and we assure the Better Business Bureau we will remain in contact with the customer as we have already advised him once we received confirmation from ADT.
  
  At this time, we kindly encourage the customer to redirect his concerns to ADT as Safe Haven has already been in communication with ADT to address his concerns and have not yet heard back.
  
  We thank you for your time and appreciate your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 05/20/2025

  
  Complaint: 23339902
  
  I am rejecting this response because: if the business has been in contact with ADT, then why haven't they been given an answer, and at the last part the business now wants me to make sure my contact is with ADT? SAFEHAVEN just wants me to go away from all this , and that's not going to happen,  they have a duty to refund my monies and they can say they're waiting on clarification from ADT all they want, it's one phone call to find out and refund my monies , but Safehaven is playing games , I will  not accept anything less than my refund of my monies ... 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/15/2025

  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 April 25, 2025, I signed a contract with Safe Haven Security for a 36-month security system service, at a rate of $50 per month, totaling $1,800 over the full term. The sales representative assured me during the installation that I could cancel the service anytime without penalty, and I agreed based on that promise. However, when I contacted Safe Haven Security to cancel the service after only one month of use, I was shocked to learn that they are demanding 75% of the remaining 35 months of the contract as a termination fee. This equates to approximately $1,312.50, an amount I was never informed of before signing the contract. When I called customer service to dispute the fee, I was told that the termination fee is clearly stated in the contract and that it is my responsibility to read and understand it. However, during the signing process, the representative did not disclose this significant financial penalty, nor did they provide any written or verbal explanation of the consequences of early termination. I believe that Safe Haven Security engaged in deceptive sales practices by failing to clearly disclose the termination fee upfront. They verbally assured me that cancellation was possible without penalty but did not mention the exorbitant termination fee that contradicts their verbal statements. This practice is not only misleading but also unethical and potentially violates consumer protection laws.

  

  Business Response

  Date: 05/15/2025

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

  

  Business Response

  Date: 05/15/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven strives for an excellent customer experience, and we apologize for any frustrations the customer may have endured throughout this time. Respectfully, Safe Haven disagrees with the customer’s characterization events and would like to take this opportunity to provide additional clarity.
  
  Safe Haven attempts to maintain transparency throughout the entire sales process and adheres to all consumer protection laws. It is important to note, Safe Haven provides all the necessary information upfront for the customer to review. As a consumer, it is at their discretion to read and review any document provided that requires their signature, specifically their authorization of reading and understanding the terms. The time permitted to enforce a penalty-free cancellation is detailed and disclosed on its own document for the customer’s review. We do not intrude on this right or prevent the customer from enforcing it, as it simply requires the consumer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation within the designated time period.
  
  Please note, Safe Haven received a cancellation request from the customer during the designated rescission period on 4/29/2025. Consequently, when the customer asked if there was a fee to cancel, he advised there was not a fee. However, the customer called Safe Haven back the same day to retract his cancellation, but Safe Haven did not mention an early termination fee being waived for the entirety of his Contract, it was only specific to the designated time within his rescission period.
  
  As a result, when the customer contacted Safe Haven on May 14, 2025, to request a cancellation he was no longer within his rescission period and subject to the early termination fees. The customer referenced the last time he cancelled he didn’t owe anything, but Safe Haven reminded him that his initial request occurred during the 3-day rescission period. The customer stated he was told that he could cancel at any time and Safe Haven confirmed that he could cancel at any time of his choosing, however, in the event a request to cancel occurred outside the designated rescission period, he would be subject to the terms and conditions he signed.
  
  Given the above, Safe Haven is unable to waive early termination fees for the customer. Safe Haven provided all necessary information upfront and the customer signed he read and understood all terms provided. If the customer would like to move forward with his cancellation request, he will be subject to the early termination fees. Safe Haven encourages the customer to contact us directly at 844-413-1920, Monday through Friday 8 A.M. to 7 P.M.
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 05/16/2025

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

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven Security came in acting as ADT security to install our relocation services. They had all of our account information from our previous address and what we discussed with ADT during our service change request. They charged us out of pocket costs that were not supposed to be paid and put us into a bad contract. They poached our services from ADT directly. From our perspective they took advantage of a military with a new baby.

  

  Business Response

  Date: 05/15/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We take the customer’s allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the complaint concerns.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven, specifically that they are working with an Authorized ADT Dealership. Safe Haven provided the customer all necessary information upfront the explicitly identified Safe haven as the company providing the Alarm Services Contract (“the Contract”). Included within the Contract is the Notice of Cancellation page which provided explicit details of the 3-day rescission period and the steps to enforce that right. Safe Haven did not intrude on that 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 early termination without the associated fees within the designated time period.
  
  As a result, when the customer signed the Contract, they acknowledged that they read and understood the terms and conditions, which is contradictory to the customer’s remarks alleging she was misled into thinking she obtained services with ADT. Additionally, when the customer contacted Safe Haven on May 14, 2025, and made no mention of the representative misleading her into thinking he was ADT, instead she inadvertently admitted fault into assuming he was ADT and not realizing she hadn’t signed up with ADT until after receiving a call from an ADT representative attempting to get her to acquire services installed through them. These records provide compelling evidence to undercut the allegations against the sales representative.
  
  Given the above, Safe Haven is unable to permit the customer to cancel without an early termination fee. 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, however, she would be subject to the terms and conditions of the Contract she signed. (See page 5, term 2) Safe Haven can be reached at ************, Monday through Friday 8AM to 7PM central time.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC