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:02/03/2025

  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.

  The manager never told us we were getting locked into a 3 year contract or had to pay a monthly monitoring service fee. In the beginning I asked if ADT still had the 6 months to cancel like it says on the ADT website and he said yes. I have had nothing but issues with the equipment, things will fall offline and in order to get them back online I have to have someone come out and fix it which costs money, they told us to put tape over our window sensor instead of coming to fix it because it kept setting the alarm off. Our front door is always saying its unlocked and bypassing the system but when we go and check the door is locked, our outdoor cameras don't work. When we schedule for someone to come out they don't come the day we scheduled. I called back 1-2 weeks later asking what was going on and she told me that it would take 24-48 hours for someone to reach out to schedule an appointment with me. The very next day I get a text stating a technician was on their way when I was never informed that they were coming that day and time. when I called to cancel a while ago I was told that they will send a technician out for free and not to cancel. I was then told when I called back to cancel a second time that there is a 3 day cancelation period, but we didn't even have all of the equipment installed and up and running in those 3 days. I was told that there is a voice automated system that is played before they install but they wont let me have the recording and they don't know who can listen to the recording or where it even is. In the beginning we had to either pay for the equipment out right or use a third party such as ******. Now that we have tried canceling they want us to pay not only the remaining $2732 on ****** because they wont let us return the equipment to them for a refund but also 75% of the monitoring contract which is over $1633.25. Finally there is no place to file a complaint with them without using a third party such as the Better Business Bureau.

  

  Business Response

  Date: 02/05/2025

  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 would like to take this opportunity to address the issues outlined within the complaint.
  
  After reviewing the account records, Safe Haven has been unable to locate any information that would support the details listed within the complaint. We have conducted a thorough investigation of the account, and we respectfully disagree with the customer’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and the customer’s interactions with customer service. Safe Haven was unable to locate any information to support the customer was not provided all necessary information upfront (Alarm Services Contract (“the Contract”), ACH form, Notice of Cancellation Document) outlining the terms and conditions of the agreement to review at her own discretion.
  
  Furthermore, when reviewing the initial sales call, the customer did not inquire about the contract term length at any point during the conversation. The Contract term length can be found on the first page below the customer's initials and throughout multiple pages of the agreement that the customer signed. The Notice of Cancellation document can also be found within the Contract signed, which outlines explicit details regarding the right to enforce a penalty-free cancellation. Should the customer have had any concerns related to the rescission period, she had ample opportunity to utilize her right to rescind and failed to do so.
  
  Safe Haven wants to assure the Better Business Bureau that we take the customer’s concerns seriously, however, at this time we are unable to honor a penalty-free cancellation. We acknowledge our decision may be unfavorable to the customer, but our decision is final. If the customer would like to proceed with terminating the account, she will be subject to the terms and conditions related to early termination. Safe Haven encourages the customer to contact our customer support team if she has any additional questions. Our customer support team can be reached at ************ Monday through Friday, 8 AM to 7 PM Central Standard Time.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submitted by the customer. We understand the customer’s dissatisfaction regarding the previous response, but Safe Haven’s installation technician provided all necessary information upfront for the customer to make an informed decision to move forward. At no point in our previous response was there any reference to the customer agreeing to the contract terms on a recording.
  
  Inadvertently, the customer has admitted going through the process of signing the electronic contract without reading it in her response. Safe Haven provided all necessary information for the customer review at her own discretion during and after the installation. A copy of the electronic contract was emailed to the customer’s designated email address on file instantaneously the moment it was signed. Safe Haven did not receive a Notice of Cancellation within the rescission period or a cancellation request within the allotted time frame further making the customer ineligible for a penalty-free cancellation or refund.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. If the customer would like a refund from ******, she will need to contact that company directly because Safe Haven cannot speak on ******’s behalf.  We kindly encourage the customer to utilize the previous contact information provided should the customer have any additional concerns about their account. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: when we talked to customer service over the phone she stated that there was a recording, but was unable to provide proof of said recording. She told us that everyone has to do the recorded call BEFORE the contract telling us ABOUT the contract. But now you are stating that there is no recording. So again someone is lying and scamming us. The equipment never worked. We didn’t even have all of our equipment up and functioning in the 3 days. Jose the manager lied to us while signing up.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/31/2025

  Type:Billing 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.

  The tech never finished the install (1/25/25) and charged us for an item that was supposed to be included, per the sales rep ******** ******. When we called ******** about our dissatisfaction on 1/27/25, we left a voice mail stating our intent to cancel. ******** called us back on 1/28/25 and when we told him we wanted to cancel, he said he would talk to his manager. This was an attempt to delay our cancellation past the 3 day cancellation window. We called him again on 1/29 and 1/30. We haven't been able to reach him. When we called customer service on 1/30 and expressed our intent to cancel, they hung up on us. When we called again, they said they had to wait to confirm with ********. We've emailed and called multiple times with no response. There is proof of us calling on 1/27/25 on ********* voicemail to confirm our cancel request. ******** advised us to only call him and even sent an email to the same, to call him directly with any issues. This is all his attempt to keep customers from cancelling. He delays them with promises of a solution until he's outside the 3 day window so he won't lose his commission.

  

  Business Response

  Date: 02/05/2025

  ear 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 have committed to addressing the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and have already addressed this matter directly with the customer in a satisfactory manner. After reviewing the account records, Safe Haven escalated this matter internally within the Affiliate division and a member of their escalation team reached out to the customer on 2/3/2025, offered to issue additional refunds, provide vouchers towards additional equipment, and offered to schedule an additional service appointment. The customer accepted the offer and at this time this matter has been resolved. We kindly encourage the customer to contact Safe Haven if they have any additional questions or concerns. Safe Haven thanks the customer for their patience throughout this process, and we’re hopeful we can move forward in a positive direction
  
  
  Sincerely,
  ******** ******
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22883652, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/24/2025

  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.

  I have had problems with my alarm panel since November. This would be the second time in a year my panel stopped working. ADT has been out 4 times and it is still not fixed. The dates of the service call follow ups are 11/20, 12/19, 12/31 and 1/17. I have had 4 different "diagnoses" a broken cord, a broken monitor, a dead battery and the last time a transformer. No one knows what they are doing. The last guy did not keep the appointment time window of 4 hours and I had plans that night. My window was Noon to 4. At 3:20 he called and said he would be there by 4:08. At 4:23 I called the main number and said to just cancel him. Yesterday I called the last phone number I had asking for help since she helped before. She said she would have a supervisor call me. I had talked to this lady on the 3rd planned visit when the tech said they were on their way and I verified there was no charge. He said he would have to see if there is a charge when he gets there. No one has called to follow up. I continue to pay every month for a service that does not work. Can you please help?! The last number I had/called was ************, but I don't know the lady's name. I am getting the run around. I'm so frustrated. Thank you for your help.

  

  Business Response

  Date: 01/27/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. We understand the customer has some concerns ADT Servicing, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. Safe Haven sets a high standard for ourselves, and we are truly sorry to hear that this standard was not met in the customer’s experience.

  Based on the information provided, we would kindly request the complaint be redirected towards ADT corporate. Safe Haven has not communicated with the customer or serviced the customer since October 2023 and the customer has been outside of Safe Haven’s service warranty period since of 5/19/2024. ADT has oversight over their service warranty, and they will be able to address the concerns raised. We hope this helps!
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/03/2025

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

  This company could not even offer a contact person at ADT to help me. I am dumbfounded. I just filed a complaint with the PA Attorney General. Thank you.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/04/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's rejection. Safe Haven acknowledges the customer's dissatisfaction with our previous response, however, the complaint issued was sent to Safe Haven in error. Our previous response was intended to alert the Better Business Bureau to redirect the customer's complaint to the appropriate company directly in efforts for the customer's concerns to be addressed with ADT.  As the customer explained, they had concerns related to ADT Servicing and Safe Haven has not communicated with the customer or serviced the customer since October 2023.  Safe Haven sets a high standard for ourselves, and we are truly sorry that our previous response failed to communicate our efforts in getting the customer's concerns redirected to the appropriate company.
  
  Unfortunately, without knowing the specific division/ representatives the customer interacted with at ADT, we were unable to provide a direct point of contact outside ADT corporate's general contact number. Safe Haven is happy to provide their number which is, **************, but we not intentionally fail to provide information. The complaint concerns did not involve Safe Haven Security Services, and we are disappointed that has caused any further frustration to the customer's situation or caused further escalation to additional complaint platforms. We appreciate you your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC
  

• Initial Complaint

  Date:01/21/2025

  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.

  To whom it may concern at the Better Business Bureau: I am writing to file a complaint against Safe Haven Security and ***** ******, an authorized ADT dealer, due to ongoing billing and customer service issues. Despite paying the installation fee upfront, I have been charged excessive and recurring monthly fees, along with additional charges that were not part of my original agreement with ADT. I have attempted to contact ***** ****** multiple times, as instructed at the time of purchase, but she has been unresponsive. While I have not received a direct response from her, I did receive a voicemail from someone claiming to be her supervisor, but they have not responded to my subsequent calls or addressed the billing issues. Additionally, the technician who began the installation has not returned to complete the setup, leaving me with a partially installed and unusable system. Despite multiple attempts to resolve these issues directly with Safe Haven Security via email and voicemail, I have not received a satisfactory response. I am now pursuing a claim with my bank and filing this complaint with the Better Business Bureau. I believe that Safe Haven Security has engaged in unfair business practices and am seeking a refund for the charges, as well as a resolution to the incomplete installation. I have attached copies of my correspondence with Safe Haven Security for your review. I can be reached at l********************** ** ************* Thank you for your time and attention to this matter. Sincerely, ******** ****

  

  Business Response

  Date: 01/27/2025

  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. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Safe Haven strives for an excellent customer experience and we are disappointed the customer experienced anything less of that. We are committed to addressing the customer's concerns and  would like to take this opportunity to address the complaint concerns and provide additional clarity. 
  
  After reviewing the account records Safe Haven has conducted a thorough investigation of the account, and we respectfully disagree with the customer’s characterization of events. Safe Haven keeps detailed, contemporaneous records of our service history, call history, and the customer’s interactions with customer service. The customer entered into a 36-month agreement for alarm monitoring services on 9/14/2024. Please note, Safe Haven has not been to the customer’s residence since the September 2024 installation, nor has Safe Haven customer service received any communication attempts from the customer detailing the concerns listed throughout the complaint.
  
  During the installation, the customer purchased additional equipment at her own discretion. Safe Haven collected a signed home customization form detailing the costs of the equipment along with a signed credit card ACH authorization form (see attached) approving the additional charges to be set up on recurring (Flex pay) billing. The customer signed an Alarm Services Contract (“the Contract”), which included the additional charges referenced above on page 4. This documentation provides compelling evidence undercutting the allegations against the sales representative and the installation technician.
  
  Furthermore, Safe Haven received a chargeback from the customer’s financial institution for the final flex payment after the customer disputed the charge on 12/30/2024. Safe Haven tried to contact the customer on 1/8/2025 and sent a collection notice for repayment through postage. The notice advised the customer the remaining amount owed ($274.12) would be due in full no later than 1/23/2025 to prevent further collection efforts with an outside agency. Safe Haven has yet to receive any return communication since reaching out to the customer.
  
  At this time, Safe Haven cannot refund the customer any charges and the remaining flex payment owed is valid. Safe Haven does not have authority over ADT Billing, but we encourage the customer to contact ADT Billing regarding any billing adjustment requests. In order to address the installation concern listed within the complaint, Safe Haven kindly encourages the customer to contact our customer support team once she has fulfilled the outstanding payment due. Safe Haven customer support can be reached at ************, Monday through Friday 8 a.m. to 7 p.m. Central Standard Time. We look forward to working with the customer and helping provide a satisfactory resolution between both parties.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/10/2025

  I do not agree with Safe Haven Security's assessment or BBB closing the complaint. I will reach out to this business directly to make an attempt to cease doing business with this company as I no longer trust their practices or way of doing business. 

• Initial Complaint

  Date:01/13/2025

  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 closed my account and paid the remainder in full but they are still billing me. ADT 11/05/2024 - Paid in ful on this date and amount 689.85

  

  Business Response

  Date: 01/15/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. We understand the customer has some concerns regarding billing and cancellation, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. Safe Haven sets a high standard for ourselves and we are truly sorry to hear that this standard was not met in the customer’s experience.

  Based on the information provided, we would kindly request the complaint be redirected towards ADT corporate. ADT has an oversight over billing and cancellations, and they will be able to address the concerns raised. We hope this helps!
  

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:01/09/2025

  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.

  This company called me to renew my contract, I stated I did not want to renew at the higher rate. The agent took it upon themselves to renew my contract without my permission. I received an email that my contract was renewed. I have called multiple times attempting to address the issue, all times being told that I was correct and that the contract should have never been renewed. I was also told each time that I would get a call back. I kept receiving bills for the service. I finally talked to an agent who said she was able to close bout my contract and that there would be nothing due from me. I reiterated that I would have $0.00 balance due. She said yes. All these phone calls are recorded, mind you. 3 weeks later my credit card was charged $695. I called again today, they can’t even show me a signed contract renewal. Total scammers.

  

  Business Response

  Date: 01/10/2025

  
  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. We understand the customer has some concerns regarding billing and cancellation, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience.
  
  Based on the information provided, we would kindly request the complaint be redirected towards ADT corporate. ADT has oversight over billing and cancellations, and they will be able to address the concerns raised. Please note, Safe Haven has not had any interactions with the customer since April 2020 (two months after the account was installed) nor have we billed the customer any charges or conducted any of the alleged actions described within the complaint. We hope this helps!
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/10/2025

  
  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:01/08/2025

  Type:Customer Service 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.

  March 13, 2024 an Safe Haven rep knocked on my door and stated that my realtor should have mentioned he would be coming. After the sales pitch an agreement was reached for the term of 24 months @ 55.99 per month and $149 activation cost. A Residential Work Order was completed, signed and paid for under the stated terms. An install was scheduled. Today January 8, 2025 I arbitrarily logged into my ADT online account. I pulled up my contract with ADT and my eyes were immediately drawn to a 36 month term. Knowing for certain that I did not agree to that, I went to my files and pulled out the original documents with wet signatures provided to me on 3/13/2024 and it is clearly stated a 24 month term was agreed to. I immediately called ADT who informed me that the work order is NOT a contract. I argued that it was certainly a contract and was the contract that I signed and agreed to. After speaking with 2 different reps I was transferred to Safe Haven customer service. There I was told by ******** that she could record me, but I could not record her. I explained that I wasn't unhappy with the service, but I was not pleased with the bait and switch on monthly terms, and I would like the online account corrected to reflect the original agreement. ******** said the work order was not a contract. I argued that it was considering Safe Haven refers to it in many BBB complaints to use as proof of agreement in responses to BBB consumer complaints. I explained that Safe Haven can't have it both ways and all I want was what I agreed to. A 24- month term. I was told that I had signed a California agreement and since I am a NY resident that the wet signature agreement was invalid so I would just have to settle for the indiscriminate NY contract that docu-signatures were applied to AFTER payment and install was completed unbeknown to me. A SH rep presented me with the wrong State contract and insist I absorb that mistake at my expense. If invalid I want a refund & cancel.

  

  Business Response

  Date: 01/10/2025

  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.

  After reviewing the customer’s complaint we would like to make note that the installation Work Order is signed prior to the installation and before the customer is presented with the Alarm Services Contract to sign. We would like to clarify that Safe Haven references the Installation Work Order when a consumer disputes being aware of the contract, which in this case does not apply. It is also important to note human errors can occur, however we believe in the importance of full transparency of any agreement customers enter into with Safe Haven and why a customary rescission period is outlined within the Contract for the customer to review during and after the installation.

  Consequently, should there be any discrepancies between what was discussed prior to the installation and the terms presented during the installation, the customer has every right not to move forward. In this case, the work order did not reflect the accurate term length of the contract and when the customer was presented the accurate terms during the installation, the customer provided a signature agreeing to the terms disclosing a 36-month agreement detailed for her review. Safe Haven did not receive any objection to the 36- month contract terms during the installation, any time during the designated rescission period, nor did the customer exercise her notice of cancellation within the designated time period.

  Given the above, we acknowledge the customer's characterization of events. but respectfully, Safe Haven disagrees. Nonetheless, we strive for customer satisfaction and would like to resolve this matter amicably for both parties.Safe Haven is willing to permit the customer to terminate the service penalty-free, however, we are unable to take back the equipment installed or issue the customer any refunds for the monitoring services.. The services provided have been active and functioning for the past ten months without any error. We are hopeful that our efforts to honor the customer's wishes of ending the services penalty-free reflects as an act of good faith.We have updated our account records to reflect a penalty-free cancellation, and we kindly encourage the customer to contact ADT directly to request a formal cancellation to begin the cancellation process. If the customer would like assistance with getting connected to ADT, she may contact our customer service department at ************, Monday through Friday 8 a.m. to 7 p.m. Central Standard Time.  

  Safe Haven thanks the customer for consideration and are hopeful that we have been able to help provide an amicable resolution for both parties.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/15/2025

  
  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:12/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/26/2024

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

  In conclusion, Safe Haven is not able to allow a penalty-free cancellation, should the customer have had concerns at the lengths in which they were detailed within the complaint, she had every right  to choose not to move forward with the services and failed to do so. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with their cancellation request with the associated costs. We kindly invite the customer to contact us directly if she would like to move forward with the cancellation process. Safe Haven can be reached at ************, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, she may also contact us by email at *******************************.
  
  Thank you for your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/23/2024

  Dear Better Business Bureau,

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

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

  

  Business Response

  Date: 01/02/2025

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

  Customer Answer

  Date: 01/06/2025

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

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/12/2024

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

  

  Business Response

  Date: 12/16/2024

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

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

   

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

  Customer Answer

  Date: 12/17/2024

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

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