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:05/14/2024

  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 have had ADT for about six months now. I had issues with my control panel so they sent out a technician to fix it. Which he did. While he was at the house fixing the control panel he recommended that I add glass break sensors to my system. I agreed, knowing that ADT has a return policy for the first 30 days of any equipment. Later that night that the glass break sensors were installed my wife and I were at dinner and they went off. We figured out that it was because my dog was barking. Due to this I decided that they wouldn’t be a good fit for our house because of the dogs. Along with this my wife and I do not have access to our phones at work to disarm the system if the dogs set it off. So we don’t want police showing up to our house for no reason while we are completely unaware of what’s happening. So I reached out to ADT to return the sensors, they in turn transferred me to Safe Haven. Apparently even though the sensors were purchased from an ADT technician the sale was through Safe Haven. The charge on my card also says ADT. Anywho Safe Haven refuses to follow ADT’s return policy. They refuse to accept returns of the sensors. The only option they have given me is to remove them from my panel and keep them. Being that they were over $700 this doesn’t suffice. I even called within 2 days of install to explain that they do not work as intended. It took over 2 hours of being transferred to everyone in the company to get this answer. I was also told that after install you have 3 days to return any products that don’t function as you expected. This company does not follow any of their own protocols and has had truly terrible customer service. It is not that I regret purchasing the sensors they just do not work as I had hoped they would. I just want to send them back to the company and done with them but they refuse to allow that. Based on the experience that I have had I will absolutely never recommend ADT or Safe Haven to anyone I know.

  

  Business Response

  Date: 05/15/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven values its customer and strives for an excellent customer service experience, and we deeply regret any frustrations the customer has endured based. As a result, we have escalated this complaint to within the installation division.
  
  Safe Haven kindly requests that the customer allow upper management time to reach out and help provide resolution assistance. A member of management will be reaching out to contact the customer at their earliest convenience to discuss resolution options moving forward. We apologize for any inconvenience caused and appreciate your understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 05/21/2024

   
  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:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an ADT Security system installed. We had issues with it that were never fixed and decided we did not want the system anymore. When we tried to cancel, they told us it would have to be through a third party, Safe Haven, which we never were told about them before and then Safe Haven said that we would have to pay a $1500.00 cancellation fee, which we were never told that either. We never signed a contract with ADT, just the paperwork to have the funds taken monthly from our account. When we called ADT today, they said that the account was never cancelled when we had called to cancel it several weeks ago. Safe Haven said they would not cancel the account. We cannot pay a cancellation fee that we were never told about and just want this cancelled for good. We are not happy with the way that this whole thing was handled and when we called the person that we originally signed on with, he told us that he doesn't work there anymore because of some of their practices and how they treat clients.

  

  Business Response

  Date: 05/10/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven 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 would like to take this opportunity to provide additional clarity to the customer’s concerns.
  After further review of the account, Safe Haven has been unable to locate any information to support the customer was unaware of the contract terms, specifically, the fees associated with early termination. We would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. Prior to the installation, Safe Haven conducted a verbal compliance recording of the customer acknowledging working with Safe Haven, an Authorized Dealer, further undercutting the customer’s claims.
  
  When the Alarm Services Contract was signed, the customer authenticated an electronic signature authorizing their understanding of the Alarm Services Contract. Within the contract, Safe Haven’s position as an Authorized Dealer and the contract term length are explicitly defined throughout its entirety. Safe Haven provided a copy of the contract immediately following the completion of its signing, via ********* at 3:15:46 PM on 1/ 23/2024 to the email on file. This information can be found on page 14 of the contract, under “Signer Events” and “Timestamp”.
  
  Additionally, The time period permitted to enforce a penalty-free cancellation is detailed and disclosed on its own Notice of Cancellation 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 opting to exercise a penalty-free cancellation within the designated time period. Customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, term 2) In this case, the customer' cancellation request occured beyond the rescission period making them ineligible for a penalty-free release or a billing adjustment.
  
  Nevertheless, 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. We kindly invite the customer to contact us directly if he would like to move forward with the cancellation process and the associated fees. Safe Haven can be reached at ************, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, he may also contact us by email at ********************************
  Thank you for your time and your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:05/03/2024

  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.

  Displeased with the product and service. Requested a refund within 24 hours and have had poor communication since.

  

  Business Response

  Date: 05/09/2024

  Dear Better Business Bureau,
  
  After reviewing the customer’s complaint, Safe Haven Security Services, LLC (“Safe Haven”) addressed the customer’s complaint on May 3,2023. Safe Haven previously processed the customer’s request, scheduled the removal of equipment, and issued a refund for the activation fees and additional equipment upsale (pending the removal of equipment in good condition) to be credited back to the original payment method used on the same day the complaint was formed.
  
  At this time, there aren’t any further actions for Safe Haven to take. The day the customer notified our offices of her request (5/3/2024), Safe Haven processed her request and completed the cancellation process. Please note, refunds may take 7-14 business days to complete based on the financial institution.
  
  Thank you for your consideration.
  
  Sincerely,

• Initial Complaint

  Date:05/02/2024

  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.

  The ADT security service has not been working properly. It opens my garage on its own. It is unsafe and deprived us the safety and security we were hoping to have. I have called them and emailed them with no response however they never stopped billing us for a service they failed to repair. 1. I would like ADT to come and get any equipment that may belong to them. 2. I want the service disconnected. 3. I want them to stop billing be and issue credit for the amount they claim I owe 4. Once these are completed, I don't want to be contacted by them for any reason.

  

  Business Response

  Date: 05/02/2024

  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
  (877) 842-0818
  Please forward this on to the correct company.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have made multiple tries to ask them to terminate the contract. The first time I called them it was within the 90 days for me to cancel the service without any early termination fee. I now realize the two companies ADT and Safe Heaven passed me around between the two of them and have spent over 150 minutes in phone calls. The only resolution I seek the BBB to help me is to amicably end this so that I can move on and find another company with a reputable service. 
  
  Sincerely,
  
  ********** *****

  

  Business Response

  Date: 05/24/2024

  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. We acknowledge the customer’s dissatisfaction with our previous response; however, our decision remains the same. After reviewing the customer’s rejection, it appears there is some confusion about the rescission period and early termination terms. Safe Haven would like to take this opportunity to provide additional clarity.
  
  Safe Haven understands the importance of full transparency and a customary rescission period is provided to ensure the customer is given ample opportunity to review the terms and conditions, specifically when qualifying for a penalty-free release. The Notice of Cancellation details these rights on pages 10-11, outlining the 3-day rescission period and the steps to enforce this right which is contradictory to the customer’s remarks alleging a 90-day cancellation time frame.
  
  Consequently, when the customer requested a cancellation outside of the designated time period they were no longer eligible for a penalty-free cancellation. When reviewing the important terms and conditions of the Alarm Services Contract (“contract”), page 5 section 2 explicitly states the following,
              “IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS INITIAL 36-MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19(B). BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES. IF THIS IS A RESIDENTIAL CONTRACT…”
  
  At this time, we understand our decision may be unfavorable to the customer, but we are upholding the terms the customer signed. If the customer would like to move forward with termination of the services, they would be subject to the early termination fees. Safe Haven invites the customer to contact our customer service team directly once they decide how they would like to move forward.

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

• Initial Complaint

  Date:05/01/2024

  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.

  On April 3rd I was contacted by safe haven after failed attempts by a team lead. They set up April 5th for my internet and then adt install. That didn’t go over well due to internet issues so only my panel and two sensors were installed. They moved my install for all products for early may. I attempted to cancel mid may and spoke with same team lead due to internet issues. At first he lied and stated it was adt issue and they were only following the contract. When adt did a two way call with them, the supervisor was told adt had no issue letting me out of the contract since my services weren’t installed. I tried calling back the supervisor since he his my assigned as my concierge but he has not returned my calls. I have no other way to talk with anyone since he’s assigned to my house for my new build and he’s a team lead.

  

  Business Response

  Date: 05/09/2024

  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 Builder escalations team to ensure the cancellation request is honored penalty-free. A builder escalations team member will be reaching out to the customer within 24-48 business hours to address the customer’s concerns and walk through the cancellation process. Safe Haven appreciates the customer’s business and wants to thank the customer for their patience and understanding while we complete their desired resolution. We look forward to resolving this matter and restoring our relationship in a positive direction.
  

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/30/2024

  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.

  see Attached documentWednesday, April 17, 2024
  
  
  
  To Who It May Concern:
  
  
  
  I am writing this letter to officially place a claim against ADT/Safe Haven Company for not cancelling product and/or service. I was told I had 3 business day from the installation day to cancel.
  On Saturday, March 30th, 2024 I was sitting at *** ******* **** ******** ** *****, we had just purchased our new home and were getting ready for minor repairs when a male drove by and stop in front of our house to offer ADT alarm system. The gentleman had an ADT ID on him, he offered the services as I was eating lunch seating in the paint bucket. I asked we could follow up another day as we just purchased, low on funds and we wanted to settle first. He insisted the promotion was only good until that day, offered a $100 credit card to pay for the 1st 2 months and that I was not going to be charged for those 2 months, credit card would have paid it. I agreed to have the installation on the following Saturday, April 6th because we needed to be there for the installation.
  On, Saturday, April 6th my husband had a work emergency and called the ADT person that showed up at my house ***** ******** *** ** **** * ***** *** ********** ******* ** **** *** *** ** *** ********* *** **** * ******* ******* ** **** **** ****** ****** install the equipment, gave me a document which I have provided here and told me I have 3 business day starting Monday, April 8th because office was closed on Sunday, April 7th. I still called on Sunday, April 7th after I saw my checking account being charged more than what I had agreed $45.99 to $49.73. In addition, I was not aware I needed a permit in the Newburgh area to have alarm system.
  I called early Monday, April 8th (8:36AM) to the number given to me on those forms provided to me after installation of equipment was completed. I was on my car/phone driving could not write but the lady I spoke to told me she would process my cancellation request and that a local ADT person would call within 48 hours. This did not happen, she assured me my cancellation request would be process and the person would call to take the equipment back.
  On Thursday, April 11th I called same number provided in these forms (**** ********, they had me on the phone for more than 30 minutes, the transferred the call where no one answers. I called back and they told me my service was with Safe Haven not with ADT. I remember asking the gentleman that went to my house why the papers said Safe Haven and not ADT and he said Safe Haven was for residential customers. I was held on the line again, they refused to provide me a direct number for me to call, transferred me and I left a message that I would take legal actions if I did not get my issue resolved.
  I received a call back same day, Thursday April 11th stating they never had any notes or calls from ADT prior to Thursday of my cancellation request. The representative from Safe Haven called has called me from ***** ******** * ***** ******** when I tried calling back no one picks up the phone, there is music but no one at the other end. I provided the (**** ******** number for them to call and confirmed I had called Monday, April 8th to cancel to avoid penalties and having to pay anything as paper stated. I called Monday, April 15th at (**** ******** morning and spoke with an account manager who after 45mins almost an hour told me she cancelled. Then I received another call from Safe Haven saying they

  

  Business Response

  Date: 04/30/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  **** ***** ******** *** * **** *** ***** ****** ***** ** ***** ***** ******** ****** ******* **** ** ** *** ******* ********

  Customer Answer

  Date: 05/01/2024

  I was able to get the company to cancel my services, not sure if they will charge me in the future but so far, my issue has been resolved.

  
  

• Initial Complaint

  Date:04/30/2024

  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.

  Quoted me 55.00 a month and has been charging me 355.00 a month for the system. Took 355.00 on March 30 2024 and has just took another 355.00 on April 30 2024. I am a Senior Citizen that feels they have been taken advantage of.

  

  Business Response

  Date: 05/03/2024

  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. We take the customer’s allegations of elderly abuse seriously, and as a result, we have conducted a formal investigation. At this time, we would like to provide additional clarity and detail our findings.

  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. During the installation, Safe Haven collected a home customization sheet reflecting the additional equipment purchase with detailed pricing and the customer’s acceptance signature.
  Second, the customer authenticated an electronic signature for the Alarm Services Contract (“contract”), agreeing to the terms and conditions, specifically the additional equipment purchase. You’ll find on page 4, “Section 5. Equipment to be Installed”, an itemized breakdown of the additional equipment purchases in question. The equipment detailed reflects the same pricing listed within the home customization sheet, further undercutting the customer was unaware of the equipment purchase listed in multiple documents signed.
  
  Additionally, a copy of this contract was provided to the customer immediately following the completion of signing said contract, via DocuSign, at 9:50:26 AM on 3/30/2024 to the email on file, ***************************. This information can be found on page 13 of the contract, under “Signer Events” and “Timestamp”. Amongst the terms and conditions found within the contract, The NOTICE OF CANCELLATION page reflects the customer was provided until midnight of 04-03-2024 to cancel his services within the 3-day Right of Rescission period. The first communication Safe Haven had with the customer after his system installation was, 04/30/2024 at 9:56 AM MST. This information reflects the customer was beyond the parameters of the Right of Rescission period set forth in the contract and was provided all necessary information upfront to review at his discretion.
  
  In conclusion, Safe Haven has been unable to locate any evidence to support the customer was unaware of the additional equipment purchased or the flex payment arrangement. Safe Haven collected both physical and electronic signatures confirming the customer’s authorization and provided the customer with a customary rescission to enforce, which he failed to do. Safe Haven acknowledges our decision may be unfavorable to the customer, but we are upholding the contract he signed. Safe Haven appreciates the customer’s time and wants to thank the Better Business Bureau for the opportunity to address the listed concerns. If the customer would like to move forward with their cancellation request, they would be subject to the associated early termination fees. Safe Haven invites the customer to contact our customer support team at ************* Monday through Friday 8 AM to 7 PM central time.
  
  Sincerely,

  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/25/2024

  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.

  On March 9th 2024 security system install and today is April 25th. The patio door sensors keeps going into bypass mode so that when the alarm is set this sensor is bypassed. This is the most vulnerable exposed entry point and I keep having to call and get a technician out to work on this sensor. This is now the third time that I had to call and get this sensor worked on in the short time that I have had this system. Each time I have to go a day or two with this sensor bypassed because someone has to be home when the tech comes out to look at it. The customer service representative at safe heaven is not helpful only telling me that I signed a contract and she will send out a tech. I am holding up my side of deal and paying on time for a system that is faulty. I can't see myself going 3 years with a system that is having so many problems in such a short time. I am not getting what I paid for and want to be done with safe haven & Adt.

  

  Business Response

  Date: 04/29/2024

  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 escalated this complaint within our installations division to provide resolution assistance. A service appointment was scheduled and completed on 4/26/2024. During the service visit, the technician replaced the problem sensor and updated the panel to ensure the sensor was operating under its standard function before leaving the residence. Safe Haven appreciates the customer’s business and wants to thank the customer for their patience and understanding while we worked towards a satisfactory resolution. Moving forward, we are hopeful these actions have restored the business relationship in a positive direction. Thank you for your time.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/29/2024

  
  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:04/23/2024

  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.

  canceled my *** service. Received no calls or warning and safe haven sent a bill to collections for early termination. When I canceled there was no statement about this and was never contacted. I found out through a credit alert and had to google to even find out what it was from.

  

  Business Response

  Date: 04/24/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for excellent customer service, and deeply regrets to hear the customer’s experience with Safe Haven wasn’t satisfactory. Safe Haven has conducted a thorough investigation of the account, and we respectfully disagree with his characterization of events.

  After further review of the account, Safe Haven made attempts both verbally and in writing to ensure the customer was made aware of the early termination fees assessed prior to the account’s cancellation. It is important to note the Alarm Services Contract explicitly details the early termination fees and was provided to the customer to review at their discretion prior to signing. When the customer signed the contract, they agreed they understood the terms and conditions, specifically the fees associated when terminating the account before full term.

  Consequently, the customer’s account was cancelled at their request. The cancellation was effective in October 2023, and as a result of his cancellation, he was assessed an early termination fee pursuant to the contract. Following his cancellation, Safe Haven attempted to collect $1,117.94 (representing the early termination fee) and were advised by the customer to “send it to collections” on multiple occasions. When Safe Haven’s  efforts were unsuccessful,  Safe Haven referred the matter to a third-party collection agency.

  Given the above, Safe Haven denies that there was any wrongdoing on its part. We acknowledge that our decision may be unsatisfactory, but we are unable to correct the customer’s credit report. Safe Haven thanks you for your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/23/2024

  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 had ordered and returned a smoke detector from ADT. The product was delivered to ADT within one week. I was told that the refund should post to my account within a couple of weeks. It has been about 45 days and I have not received a refund. I have contacted ADT over the phone and through their online chat. They keep sending me around to different departments and telling me to wait. I need this refund to be sent to me immediately. I believe I may be entitled to more than the cost of the product due to interest, since the product was bought on a credit card and not refunded within 30 days. If this is not resolved, then I will talk to my credit card company to get this refund.

  

  Business Response

  Date: 04/23/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  **** ***** ******** *** * **** *** ***** ****** ***** ** ***** ***** ******** ****** ******* **** ** ** *** ******* ********

  

  Business Response

  Date: 05/03/2024

  Dear Better Business Bureau,
  
  After reviewing the complaint details listed, it would seem there is a misunderstanding about whom the appropriate company should be handling this. Safe Haven Security Services, LLC (“Safe Haven”) is an Authorized Dealer. We do not provide self-install device or ship equipment to our customer for purchase. Safe Haven has also confirmed with the customer this purchase and return occurred directly with ADT Corporate. Please redirect the complaint to the appropriate company to further assist the customer with their concerns.
  
  Thank you,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  Thank you for the response. I am unsure why this case was forwarded to Safe Haven. Regardless, I have contacted my credit card provider to dispute the transaction and have received a refund from ADT.
  
  ********** ***** ******