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:05/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30, 2025, I signed up for ADT monitoring through SafeHaven Security. The installer rushed the process and did not explain that I was entering a 36-month contract or that a 75% early termination fee would apply. I was simply told to sign and initial without a clear breakdown of what I was committing to. I am within 30 days of signing and have made multiple attempts to cancel, but SafeHaven refuses to process the cancellation or escalate the request. I am not financing any equipment, as it was fully paid for through SafeHaven. I’m only asking to cancel the monthly monitoring service without penalty due to lack of disclosure and misrepresentation at the time of signing. This was not a fully informed agreement. I am requesting that SafeHaven allow cancellation of this contract without charging me the 75% early termination fee.

  

  Business Response

  Date: 05/13/2025

  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. We take the customers’ allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  Respectfully, throughout our investigation we have been unable to identify any evidence to substantiate the allegations made throughout the complaint. Safe Haven makes a conscious effort to maintain transparency throughout the entire sales process to  ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven.The customer’s complaint alleges the installation technician failed to disclose the terms and conditions that he signed, however, the evidence does not substantiate these allegations for several reasons.
  
  First, we want to assure the Better Business Bureau that Safe Haven follows all necessary procedures to ensure that customers are given an ample amount of time to thoroughly review the agreement. 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 customer willingly entered into a 36-month Alarm Services Contract (“the Contract”) on April 30, 2025 and authenticated his signature through a security encrypted electronic signature process. By doing so, he confirmed he read and understood the terms of the Contract, including the term length and the early termination fees applicable in the event a cancellation occurred prior to fulfillment of the term length. The moment the customer authenticated their signature they had a copy of the contract in their possession as it was emailed to the designated email address on file.
  
  Second, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce this right. 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. 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 they signed. (See page 5, term 2)
  
  Third, Safe Haven did not receive a signed Notice of Cancellation within the rescission period, nor did the customer attempt to contact Safe Haven to voice their concerns. Should there have been any concerns about the collection of necessary documents during the installation at the lengths in which the customer has described within the complaint, the customer had ample opportunity to contact Safe Haven, but failed to do so. Instead, the customer first made any mention of dissatisfaction or alleged misrepresentation until May 12, 2025.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part. The Contract on file was signed and authenticated electronically through the customer’s personal email address with a copy provided immediately during the installation. Due to the validity of the Contract, the customer would be subject to the early termination fee terms. The details of this can be found within section 2 on page 5 of the Contract.
  
  At this time, if the customer wishes to terminate the monitoring services, he would be subject to the early termination fees. We understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions the customer signed. Safe Haven kindly invites the customer to contact us directly to make payment arrangements in order to honor his request. Safe Haven can be reached Monday through Friday, 8 AM-7 PM Central Standard Time at 844-413-1920. The customer may contact us directly if he has any additional questions or concerns, as we would be happy to assist him with anything further.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC.
  

  

  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 rejection. 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 attempts to maintain transparency throughout the entire sales process and adheres to all federal and state consumer protection laws.
   
  Importantly, the information is provided in writing after any interactions to ensure the customer can make a well-informed decision to move forward. Consequently, should there be any discrepancies between what is discussed, the customer has every right not to move forward. In this case, the customer chose to move forward and provided a signature agreeing to the terms detailed for his review.
   
  Furthermore, Safe Haven understands the importance of full transparency of the Alarm Services Contract (the Contract) and a customary rescission period is provided to ensure the customer is given ample opportunity to review the terms and conditions. In the event that the customer fails to read those terms, it does not negate the terms provided or that the customer had the terms within the possession immediately when they were signed. The customer was informed of the rescission period and had every right to exercise his notice of cancellation within the designated time period but failed to do so.
   
  Nevertheless, Safe Haven strives for customer satisfaction and would like to resolve this matter amicably. Without in any way admitting any wrongdoing or liability, Safe Haven will agree to terminate the Contract without requiring the customer to pay any early termination fees, which otherwise he would be subject to under Section 2 page 5 of the Contract. In exchange, Safe Haven will require the customer to release any claims against Safe Haven and dismiss any legal actions prematurely filed. A member of Safe Haven’s escalations team will be reaching out to confirm. If you agree to these terms, Safe Haven will provide you with a written agreement to sign, assist you with cancelling the monitoring services through ADT, reduce the balances on the account to zero, and release you from any obligation to pay any further amounts.
   
  We believe this offer represents a very fair resolution, and we are hopeful that we can resolve this matter quickly before any further proceedings are filed. We thank you for your time and appreciate your consideration.
   
  Sincerely,
  Safe Haven Security Services, LLC.

  Customer Answer

  Date: 05/15/2025

   
  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. 

  I’ve also received confirmation from Safe Haven Security that my contract has been canceled without early termination fees, that equipment removal has been scheduled, and that a refund of the activation fees will be issued following the removal.
  
  Additionally, I confirmed the cancellation has been processed with the monitoring provider, and Safe Haven has stated that my account will reflect a zero balance with no further billing or collection activity.
  
  I am satisfied with this resolution and, assuming all agreed terms are fulfilled as outlined, I will not pursue any further legal action or complaints related to this matter.
  
  I appreciate the BBB’s support in helping facilitate a fair and professional resolution.
  
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/10/2025

  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.

  In early April we were approached by an ADT employee informing us of a credit for a free system, saying the credit came with the sale of the home. He walked us through a security system that would meet all of our needs with no out of pocket cost. We even walked through how he could set us up with specific tech that wouldn’t get set off by our large dogs. We scheduled an install day. (Late April) The guy came to install and gave another look around for a long while, took up about 4 hours of my time telling me about all the features of all sorts of products. I listened and let him do his thing, expecting to just stick with the original plan. After about 4 hours and after he had already drilled a big hole in my expensive cedar board wall (it’s a 20 ft cedar board) to install the panel. Only after all that did he come to me with his recommendation for what’s necessary to keep the property safe. Despite the original package being covered by a 3K voucher, he recommended 9K in equipment with 6k financed. He expected me to sign right then. When I asked to get more into the line by line and understanding how the cost tripled, he started saying sales stuff about keeping my family safe. When I asked about the original package he said that wouldn’t work because my big dogs. I told him that this is not how I do my transactions. I was robbed of the chance to weigh my options and comparison shop fair prices. Instead I was ambushed, intimidated, and my property was significantly damaged. I was requesting an apology, a small amount for the minimum charge of a local craftsman ($200) to patch the wall. (I wasn’t even asking them to replace it). And I wanted them to answer for their manipulative business practices. They gaslit me, and kept just saying they would elevate my call. I haven’t heard anything back. The distress caused in my home was significant, and for them to not feel they even owed me an apology hurt deeply.

  

  Business Response

  Date: 05/12/2025

  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.

  Customer Answer

  Date: 05/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/13/2025

  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. Safe Haven would like to take this opportunity to address the concerns listed and provided additional clarity.

  Safe Haven was made aware of the customer's concerns on April 29, 2025. At which time, the customer's concerns were escalated to the Installation Technician Management team to help provide resolution assistance. On 5/1/2025, Safe Haven scheduled a damage assessment and/ a potential damage repair, but received a voice message from the customer the following day (5/2/2025) declining resolution assistance. Based on the customer's request, Safe Haven was unable to provide resolution efforts to assess damage claims or help provide a resolution to this matter.

  Additionally, Safe Haven did not receive any communication from the customer after the voice message was left until receiving the complaint formed to the Better Business Bureau. Once Safe Haven received the complaint, Safe Haven's Installation Technician Regional Manager was notified in efforts to offer additional resolution assistance. The Regional Manager  reached out to the customer to listen to their concerns, offered resolution assistance, and confirmed a way to amicably resolve this matter for both parties involved.

  In efforts to provide excellent customer and resolve this matter amicably Safe Haven agreed to provide the customer with the $200 check compensation request outlined in the complaint details. The customer confirmed this resolution was satisfactory on May 13, 2025, and Safe Haven notified our Accounting team to issue a check payment to be sent to out to the customer. At this time, this matter has been resolved. Safe Haven appreciates the customer’s understanding, and we kindly invite the customer to reach out to their direct point of contact should he have any additional concerns. Once again, we appreciate the customer's patience and understanding throughout this process and thank them for their time.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:05/07/2025

  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.

  I purchased an ADT security system in full (see contract attached) in February of 2023. I called to dispute a charge for equipment that I had paid for and was not installed by the Vendor, Safe Haven Security Systems, LLC. The item disputed was 2 wifi beacons (ref. Item 7 - EERO Wifi Beacon) for a total of $358.00. I contacted Safe Haven to bring me my equipment multiple times. On 5/7/25 they confirmed they were supposed to come install the devices I had paid for but admitted they did not come install and refused to refund me due to 'contract agreement'. Instead they offered to install the system but I no longer occupy the residency. I initially declined their offer but then reluctantly accepted after they refused refund. Then, I asked to terminate any contract I had with the company to which they obliged for the cost of $390, or 75% of the contract agreement. I asked what I was being charged for and they said "the equipment". I asked them for clarification on my balance to which they replied "$0.00". I asked them if they were providing some kind of subscription service I was paying for and they said "no", and that I had only been billed initially and paid in full so there is no further payment needed. I then asked them if I were to not cancel the policy, how much would I pay for from now until the end of the contract (February). Safe Haven said "$0.00". The company was going to charge me $390.00 to cancel a paid-in-full contract had I not caught them in this manipulative abuse. They did not finish the installation of the system. Finally, I asked the technician "Why would I pay that termination fee instead of doing nothing?" to which she replied "doing nothing is an option". My experience with this company has been very poor.

  

  Business Response

  Date: 05/13/2025

  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. In an effort to provide a solution to this matter, our technician installation management team has reached out to the customer to listen to their concerns and provide reimbursement for the missing equipment.
  
  On May 12, 2025, Safe Haven generated a refund request in the amount of $829.20 to be issued towards the financed sale amount. Safe Haven appreciates the customer’s understanding, and we are hopeful our efforts will help repair the relationship. We kindly invite the customer to reach out their direct point of contact should he have any additional concerns. Once again, we appreciate the customer's patience and understanding through this process and thank them for their time.
  
  Thank you for your consideration.
  
  Respectfully,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me.
  
  ********** ***** **********

• Initial Complaint

  Date:05/07/2025

  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 contacted what I thought was ADT to put in an alarm system in a house that I had just bought. The person that contacted me ******* explained to me that someone would come out, access my home and be able to tell me the best way to fully protect my home with security. I agreed, and told ***** that I would only be available for about 2 hours on the morning the tech was to come out. I was told that it would take no longer than an hour and a half. I do not have enough space here to explain everything. I had to leave the tech at me home with my handyman, and friend. The tech proceeded to call me at least 10-15 times at my office while I was with my clients. *** the tech) was at my house for over 4 hours. When I got home and realized things were not what I was told, I cancelled the service. I received a call from *****, who apologized and said he promised to make things right...to please give them a chance. I reluctantly agreed. They sent someone else out who put another sensor and a glass break, assuring me that my house was protected. When one of my sensors went out and Josh came out is when I found out that several of my windows did not have any protection at all, and was told that it would cost me between $800 and $1000 for them to do that. It has only been one month since I moved into my house. Safe Haven is not ADT they put in ADT products and try to make as much money as they can by not protecting your house ....except for a very hefty price! The customer does not realize that until the contract is signed. I want to be released from my contract so I can get ADT in my home to protect it. I have been an ADT customer for over 15 years. I was also promised a carbon monoxide detector, only to find out that it would cost me several hundred dollars. This company is HORRIBLE!!! I want out of my contract!

  

  Business Response

  Date: 05/07/2025

  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 concerns detailed within the complaint seriously, and as a result, we have thoroughly investigated this matter. Safe Haven would like to take this opportunity to provide additional clarity.
  
  First and foremost, 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. The customer entered into an Alarm Services Contract (“the Contract”) with a 36-month term on April 1, 2025, which included a Notice of Cancellation page.
  
  Second, the Notice of Cancellation page 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 that permits the customer to have early termination fees waived within the designated time period.
  
  Third, the customer spoke with the sales representative on a recorded line and expressed her wishes to enforce her right to cancel on April 2, 2025. In efforts to retain the customer’s business, the sales representative offered to refund the customer’s activation fee in the amount of $149, provide an additional glass break sensor valued at $219, and two (2) additional door sensors valued together at $250. At no point when the customer confirmed the retention offer did the sales representative offer an additional carbon monoxide sensor which further undercuts the allegations listed against the sales representative.
  
  As a result, the customer accepted a retention offer forgoing the cancellation request and scheduled a return installation on April 3, 2025. The additional equipment agreed was installed and the activation fee the customer paid upfront was refunded back to the original payment method used. Please note, when the customer accepted the retention offer, it was well within the rescission period. The customer’s rescission period ended at midnight of April 4, 2025. If the customer had additional concerns at the lengths she has detailed within the complaint, she still had ample opportunity to send in a signed Notice of Cancellation page or contact Safe Haven but failed to do so.
  
  Given the above, Safe Haven is unable to waive the early termination fee. While we acknowledge our decision may be unfavorable to the customer, Safe Haven is upholding the Contract she signed. If the customer would like to move forward with cancellation, she will be subject to the early termination fees. (See page 5, term 2). Safe Haven kindly encourages the customer to contact us directly at 844-413-1920, Monday through Friday 8AM to 7PM Central Standard Time.
  
  Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 05/08/2025

  
  Complaint: 2*******
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  I was not offered a carbon monoxide monitor "Free of Charge" I did cancel, and was promised that Safe Haven would make it right. By the time they came back out and lead me to believe that my house was fully protected, the 3 day window of cancellation was over. I gave them many opportunities to "make it right"...the make it right always came with a hefty price!! There was no recordings when they spoke to me on their private cell phone number or in my home. As I said, it would has only been 30 days. If Safe Haven had any kind of concern for their customers, they would allow me to cancel the contract, as I tried to do in the beginning and was lied to. I will also be filing a complaint with ADT. Safe Haven being a "rep" for ADT I am sure they do not look kindly on bad business practices.

   

  What a HORRIBLE company!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 05/13/2025

  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 it is important to note the Alarm Services Contract (the Contract) the customer signed specifically pertains to the alarm monitoring services, not any one specific device. Please note, the customer’s initial complaint stated, “I was also promised a carbon monoxide detector, only to find out that it would cost me several hundred dollars.”
  
  After reviewing the customer’s rejection response, the statements included above are contradictory to one another. Our carbon monoxide detectors are priced at $219, and a customer may purchase any equipment that Safe Haven offers at their own discretion. Prior to the installation, the customer confirms the equipment included in their package. The phrase “fully protected” is subjective, however, the customer may protect their home to their liking and purchase additional equipment if they feel the equipment included in the sales package and retention offer were no longer sufficient.
  
  Importantly, Safe Haven’s attempt at “making it right” was the retention offer accepted on April 2, 2025, and installed on April 3, 2025, as described in our initial response. We previously noted the efforts made in addition to the timeline it was accepted which further undercuts the customer’s remarks that she was outside the rescission period to enforce her right to cancel after the retention offer was accepted because her rescission period ended at midnight of April 4,2025.
  
  At this time, if the customer would like to terminate the Contract, she would be subject to the associated fees. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions they signed. Safe Haven kindly encourages the customer to utilize the previous contact information if she would like to move forward with the cancellation process.
  
  Thank you for your time,
  
  Sincerely,
  Safe Haven Security Services, LLC.

• Initial Complaint

  Date:04/07/2025

  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 agree to pay $54.00 for monthly services. I thought those services were coming from ADT Security, Safe Haven is re-selling ADT security with poor equipment and false promises. Save Haven (thinking it was ADT) supposedly gave me $1500 in credits for equipment. 4 days later I decided the services were incompetent, and they didn't finish installing what they promised. Now they are billing me $2167.81 for a service that is not working. They have been rude and none of the three-technician coming to my house have been able to connect my house AC and garage door, the two cameras have delays in alerts.

  

  Business Response

  Date: 04/08/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. We take the customer’s allegations of misleading and false promises being made seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations for several reasons. First, the customer conducted the initial sales call with Safe Haven which explicitly advised the customer that the alarm monitoring services were being monitored directly by ADT. The Alarm Services Contract (“the Contract”) the customer signed during the installation also makes this clear distinction for the customer. Safe Haven is simply the installer of the equipment that is being monitored by ADT, further disproving the allegations listed.
  
  Second, 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 customary rescission period. The Notice of Cancellation page 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 penalty-free cancellation within the designated time period. When the customer signed the Contract, they acknowledged that they read and understood the terms and conditions. This documentation provides compelling evidence undercutting the allegations against the sales representative.
  
  Third, the complaint alleges that false promises were made, and that Safe Haven failed to connect her house AC or garage door. When Safe Haven was notified of the customer’s concerns, Safe Haven offered technical support, however the customer was not home and requested a call back. Please note, the thermostat device referenced within the complaint was not provided by Safe Have nor is Safe Haven HVAC certified to install such a device. Safe Haven attempted to provide the customer with this information and address the customer’s concerns at a later time, but the customer requested to terminate the services altogether.
  
  Nevertheless, any time a customer requests to terminate the monitoring services outside the rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, term 2) The customer’s rescission period ended on 2/11/2025, and they formally issued their termination request outside the designated time frame on 2/14/2025. When the customer wished to forego servicing, the customer was provided with an early termination fee quote consisting of the remaining balance left on the contract.
  
  At this time, Safe Haven is unable to waive the early termination fees. We acknowledge our decision may be unfavorable, but the customer's account has been terminated and we are upholding the terms and conditions signed. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with completing the cancellation process to avoid any further escalation. We kindly invite the customer to contact us directly o fulfill the remaining balance owed to prevent any further collection efforts. Safe Haven can be ******* ** ************* ****** ******* ****** *** ** *** ******* ******** ***** ** ***** *** *** **** **** *** **** ************** ********** **** ***** ******** ********* ***

• Initial Complaint

  Date:04/03/2025

  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 purchased ADT for sole purpose of use of their cameras. I was told they provide 3 cameras an indoor camera, a driveway camera and a doorbell camera. So far I have only been using 2 cameras. They sent a tech out to put the doorbell camera up but he said he was unable to put it up because something was wrong with my wiring. The tech suggested I call an electrician. I said ok. The next day I called an electrician and he came over and discovered a different problem he said the ADT doorbell camera was malfunctioning. So the nex day I called ADT and they sent out another tech. However this tech attempted to hookup and another ADT doorbell camera and that camera had the same issue. The tech could not correct the problem. So I called the electrician back and told him what happened. When the electrician came back he finally figured out what the problem was. He said my doorbell is putting out 19 volts but the ADT doorbell cam only uses 12 volts or less. I said ok so I called ADT back and I asked them could they provide me a different doorbell camera. They refused. They kept insisting my wiring was faulty. My wiring is not faulty according to the electrician. Also the electrician noticed on his 2nd trip that the ADT tech removed piece from from doorbell that hinders it from operating. He noticed it gone because when he came out the 1st time the piece he needed was here. Now ADT is refusing to address any of my issues but they requiring me to pay for 2 months of service. This is unacceptable and unfair. They came to my home I didn't seek them out but I trusted their representative when allowed him to sell me their product. I hate this deal I had the Ring service for several years and never had issues. I want to give them a chance but their rude customer service left a bitter taste in my mouth. The only way they can fix this is come back out to my home and provide me a higher voltage door camera or honor their money back guarantee and cancel my contract.

  

  Business Response

  Date: 04/03/2025

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

  

  Business Response

  Date: 04/07/2025

  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. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, Safe Haven is an Authorized ADT Dealer that provides our customers a quality service plan within the warranty terms of the Alarm Services Contract (“the Contract”). We make a conscious effort to address and resolve any issues that may arise within a timely manner when notified by the customer. After reviewing the account records, Safe Haven was unable to locate any evidence to support Safe Haven failed to follow our standard operating procedures when addressing a service complaint nor did Safe Haven fail to uphold the terms and conditions related to the service warranty. (See page 7, sections 9-12)

  Second, once Safe Haven was notified of the customer’s concerns, a service appointment was scheduled to evaluate the system. When Safe Haven arrived onsite, the customer was informed the electrical wiring that powered the doorbell camera needed to be evaluated by an electrician. Safe Haven’s warranty does not cover the electrical mechanisms within the customer’s residence, and it is under the customer’s responsibility to provide sufficient electrical wiring in order to power the devices provided by Safe Haven.

  Third, the customer confirmed with the electrician their electrical doorbell wiring voltage emitted a high- power voltage. The customer contacted Safe Haven and requested an additional service appointment from Safe Haven to come out and to fix the doorbell, Safe Haven declined. The customer was reminded of the warranty details and his responsibility as a consumer. The electrical wiring in the home was not compatible with the voltage limitations of the device, which caused the device to be incompatible with the customer's electrical.

  As a result, the doorbell camera provided by Safe Haven failed to operate. Safe Haven’s doorbell camera did not malfunction, which further deemed the customer ineligible to qualify for any money-back guarantees. Additionally, when Safe Haven provided these details, the customer refused to resolve the electrical errors and demanded Safe Haven provide a higher voltage device.
  
  In conclusion, Safe Have’s installation team has gone above and beyond to assist the customer, ensure transparency with the terms and conditions agreed upon, and have helped provide resolution assistance when notified. The customer will need to get the required wiring established before Safe Haven can return to help resolve the doorbell camera concerns. Safe Haven kindly invites the customer to contact our customer support team to schedule a return appointment once that has been done. Safe Haven can be reached Monday through Friday, 8 A.M. to 7 P.M. Central Standard Time at 844-413-1920. Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/11/2025

  ADT has corrected the problem.  I do believe I deserve a formal apology. Their camera has always been the issue not my wiring. 

• Initial Complaint

  Date:03/31/2025

  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.

  ADT provided security system to our new home which we bought for rental purposes. It came with the home and as we did not want to stay in it, we were very clear we do not need it as it had a monthly fee. ADT told us, it comes for free, there will be only monthly fee and I can cancel the moment tenants move in. They made us sign paperwork as well. After tenant moved in, I asked to them cancel and they said we signed 2 year agreement and they explained her terms on a call but what they explained on call was completely different. We have been asking them for call recordings which they fail to provide. We ultimately cancelled it and paid 75% close out fee and we need refund for that. Instead they are processing for collections. We neither need service nor want to pay. They cheated us. We were very clear to them we do not need this service as we won't stay here and they fooled us. We want our bill settled (we have already filed dispute) and stop collections services.

  

  Business Response

  Date: 03/31/2025

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

  

  Business Response

  Date: 04/07/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention concerns to our attention. Safe Haven Security Services, LLC (“Safe Haven”) is committed to providing excellent customer service, and we are sorry to hear that the customer had nothing less than the best experience. We would like to assure the Better Business Bureau that our company takes the details of this complaint seriously, and as a result, we have investigated this matter thoroughly. We would like to take this opportunity to clarify the results of our finding. 
  
  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 by providing the Alarm Services Contract, that provides the term length and the rescission period utilized to enforce a penalty-free cancellation. Prior to the installation of services, Safe Haven conducted the initial sales call that disclosed the details of the monitoring services along with a verbal compliance recording. The sales representative made a clear distinction between the services provided by the builder and the security service upgrade that required an additional fee. When the customer and inquired about the activation fee required for the ADT upgrade, the sales representative explicitly advised that this was not something covered by the builder and was at his own discretion to move forward with, which further contradicts the allegations listed within the complaint.

  Additionally, the sales representative advised the customer it would be at his own discretion to pay for the monitoring services or assess it to his tenants. The sales representative was explicit in advising the customer that if he had decided not to move forward with the ADT upgrade prior to the installation, he could contact her but failed to do so. We would like to highlight that during this conversation the customer asked if he or his tenants did not want to pay for the monthly monitoring rate would he be able to utilize the features described in the ADT upgrade after it was activated, and he was advised neither him nor the tenants would be able to utilize the upgraded feature described. At no point was the customer advised there would not be any fees involved or that “he could cancel the moment the tenants moved in”.  
  
  Furthermore, once the compliance recording was conducted the customer not only provided Safe Haven with authorization to procure his consumer credit report but also confirmed his decision to move forward with the ADT upgrade and the specific monthly monitoring rate he would be assessed for the services. During the installation, the customer placed an electronic signature within  the Alarm Services Contract (“the Contract”) agreeing to the terms and conditions listed The Contract reiterated all the information discussed with the sales representative prior to the installation and was presented by the installation technician prior to completing the installation.
  
  During the installation, a copy of the contract was emailed to the designated email address on file for the customer’s opportunity to review. As a consumer, it is the customer’s responsibility to review any of the documentation presented during the installation process that requires their signature before authorizing and entering into a legal agreement with another party. Safe Haven values its customers and their right to cancel therefore, a customary rescission period is outlined within the contract terms that permits the customer to thoroughly review the agreement and make an informed decision to move forward. The customer had the terms of the agreement within his possession the moment he authenticated his signature. At no point during the designated rescission period was a notice of cancellation document exercised, further making the customer ineligible for a penalty-free cancellation.
  
  Following the installation, the customer made a formal request to terminate the services and an early termination fee quote was provided. In the event a customer opts to terminate the services any time following the designated rescission period, they are subject to the early termination fee outlined on page 5, paragraph 2. The customer paid the early termination fee balance in full on 3/4/2025, but Safe Haven received a chargeback from the customer’s credit card company on 3/13/2025 for the full amount of the early termination fee and the activation fee assessed on 12/28/2024. As a result, the combined total balance was sent to collections.
  
  At this time, the account balance of $886.37 and the collection's status are valid. Safe Haven is unable to remove the balance from collections or issue any refunds to the customer. We understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions the customer signed. Safe Haven kindly invites the customer to contact the collection company to fulfill the remaining balance owed. If the customer needs assistance with getting connected to the collection agency, he may contact Safe Haven ****** ******* ******* * **** ** ******* **** ** ************* ** ***** *** *** **** **** *** ************** ********** **** ***** ******** ********* ***

• Initial Complaint

  Date:03/23/2025

  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.

  I bought a new house.The saler told us that we will have a three-year free smart home service.Last week, the staff of Safehaven contacted me to install a smart doorbell for my home.He called me at 7:26 in the morning to make an appointment for me, while I was still sleeping.I was not fully awake at the time, and I mentioned the free service the salesperson had mentioned to him during the call.But the staff of Safehaven recommended another paid service to me.He told me it was $49.99 per month.I thought they were the same service, $49.99 after the 3 year free period.So I agreed to let him install the paid service even though he knew I wanted the free service. On March 14, the staff came to my house to install it.Because I was at work and only my wife and son were at home.After 4 hours of installation, the staff left.After a while, the staff came back and said that they forgot to ask my wife to sign a document.During the install, the staff show my wife a piece of paper showing that everything was free.The staff was in a hurry to leave, so my wife signed the documents quickly. When I got home I found it was a contract.I'm planning to cancel the doorbell service because it's too sensitive.I called the person who made the reservation for me on March 17 to cancel the service, but no one answered.I continued to call and leave messages on March 18, no one answered too.On March 19th I called another number to cancel the service and was told I had to pay 75% of the 36 months service fee. I complained to the manager that their employee called me at 7:26am even though their work hours are 8am-5pm.When their employee asked my wife to sign, they did not mention the 75% early termination fee and free cancellation within 3 days.I called them on March 17th want to cancel, but no one answered.I want to terminate the contract and cancel the early closing fee,the manager refused.The contract said three Business days, but they said three days even though they have weekends off.

  

  Business Response

  Date: 04/01/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. 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 our attention 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, and we will be honoring a penalty-free cancellation for the customer based on the contact attempts made during the rescission period. A member of our Builder Sales Support team will be reaching out to the customer to help assist them with the cancellation and removal process (if required). Once the cancellation process has been completed, the customer will be issued any payments collected by Safe Haven within 7-10 business days. We thank the customer for their time and the opportunity to help provide a satisfactory resolution.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/21/2025

  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.

  In October of 22 we purchased a whole home security system from ADT. Before we entered the contract we were adamant about asking what would happen with our cameras after the contract ended. We asked this several times and were told "don't worry, you will own the cameras and still have access to live feed but no professional monitoring if you don't renew." Several times we were told this and this is what sold us on ADT. The very minute we made out last payment our access to live feed was canceled. We immediately called ADT and were told "oh yeah...sorry! Those aren't our cameras and you didn't actually have a contract with us, but with safe haven and those are safe haven cameras so give them a call!" This is a deceptive business practice if I've ever seen one! This was the 1st time we had ever heard the name SAFE HAVEN SECURITY. We spoke to ADT reps, the person who installed our system drove a car with ADT on the side and wore an ADT uniform. We have ADT stickers and yard signs. We were deceived! Of course we called Safe Haven at the number ADT provided us. **** ***** said "yeap! Those are our cameras and you can't use them unless you buy a subscription from us!" So we are left with almost $2,000 worth of cameras that we can not use! We would have under no circumstances signed a 3rd party contract or agreed to spend so much on equipment we wouldn't have indefinite access to. We have emailed and called ADT more than 10 times asking for a copy of our SIGNED contract. ADT refuses to respond via email and when we speak to representatives on the phone they tell us to reach out to safe haven. When we call safe haven they tell us the contract was with ADT but they owned the cameras. We have requested copies of our initial call(which are recorded)from October 30, 2022 We have been deceived and ripped off! I don't want expensive equipped that is useless! I will follow up with the Attorney General as well as this falls under deceptive trade practices!

  

  Business Response

  Date: 03/14/2025

  We have been in receipt of your Better Business Bureau concern and have been unable to pull up an account with the information provided. 
  May we please have the customer/billing number or telephone number associated with your complaint? Is this complaint against ADT LLC/ADT +, Protection 1 or Blue by ADT/Lifeshield? 

  Customer Answer

  Date: 03/17/2025

  
  Complaint: ********
  
  Account phone numbers are ********** and ************. Address **** ** ********** **. Pine Bluff, AR 71603. ***** *** ******* ******
  
  Sincerely,
  
  * *****

  

  Business Response

  Date: 03/31/2025

  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 customer’s additional remarks.
  
  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 equipment and services being provided. Please note, the customer was installed in October 2022 and the account was terminated due to non-payment.
  
  Additionally, the equipment value referenced within the customer’s complaint was included in the equipment package. The customer did not pay for the value of the equipment, nor did he make any additional equipment purchases that would substantiate a reimbursement for the amount listed. Safe Haven made several attempts to notify the customer of the account status from January 2023 to March 2023 without any return communications. Safe Haven’s first and only communication received from the customer prior to the account being forwarded to a collector was on March 30, 2023. The customer was advised of the non-payment collection status and was advised of the remaining balance owed. The customer advised they would reinstate the services in an effort to avoid further collection efforts, however they failed to do so.
  
  As a result, the account terminated for non-payment. The services listed within the contract were no longer accessible and the remaining balance owed was forwarded to collections. This amount was not for the equipment value, it was solely for the remaining month left over for the Alarm Monitoring Services Contract (“the Contract”). This information provides compelling evidence that contradicts the complaint allegations made against the sales representative.
  
  In conclusion, the customer did not pay for the equipment in question, nor are they eligible for any monetary reimbursement. The account was terminated for non-payment which further led to the monitoring services and equipment functionalities to be inaccessible. The current collection status is valid, and the remaining early termination fee is owed. (See page 5, term 2) Moving forward, Safe Haven kindly encourages the customer to contact the collection agency to fulfill the remaining balance owed.
  
  We thank you for your time and your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/19/2025

  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.

  I am filing this complaint against ADT My Safe Haven Security Services due to misrepresentation and misinformation provided by their sales representative, ****** ********, which has resulted in financial hardship and a debt collection notice against me. On December 3, 2024, ADT Sales Representative ****** ******** visited my home to sell their security system. I informed her that I was under contract to assume the previous owner’s ******** Home Security system. She assured me that, per New York State law, if the system was not activated, I could cancel with no financial obligation. On December 4, 2024, ****** returned unannounced and again reinforced this claim, which led me to sign up for ADT services. On December 7, 2024, ADT installed their system and removed ******** equipment. On December 15, 2024, I received an unexpected bill from ******** for $1,812.48, stating I was still financially responsible for their contract. I immediately contacted ADT and ******, but I have received no response to my repeated emails. On February 19, 2025, I received a debt collection notice from ************ * ************, further escalating the financial damage caused by ADT’s false information. I have tried multiple times to contact ADT for a resolution, but they continue to ignore me. I am now at risk of credit damage due to their misleading sales tactics. This is unethical, deceptive, and unacceptable. Resolution Requested: I am seeking ADT to take full responsibility for the misinformation provided by their representative and either: Pay the ******** contract cancellation fee, or Negotiate with ******** to have the charges removed, so I am not financially penalized due to ADT’s misrepresentation. I urge the BBB to hold ADT accountable for these deceptive sales practices and demand a resolution before this situation causes irreparable harm to my credit. Sincerely, ******** ***

  

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint concerns. Safe Haven strives for an excellent customer experience and our sorry the customer felt anything short of that. We take the customers’ allegations seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the concerns listed.
  
  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 Safe Haven is an Authorized ADT Dealer they are working with, and the terms and conditions of the Alarm Services Contract (“the Contract”). Please note, the customer signed a Residential Installation Work Order that disclosed Safe Haven’s Authorized Dealer status prior to the installation. The customer also conducted a verbal compliance recording and did not voice any of the concerns listed within the complaint. Safe Haven’s first communication received from the customer post-installation was several weeks after the fact in January 2025.
  
  Additionally, the customer’s complaint letter alleges that the sales representative misled her to thinking she was able to terminate an account with another company penalty-free.  First and foremost, Safe Haven would be unable to confirm any terms or conditions related to a separate company’s policies. Second, Safe Haven may compare our terms and conditions to another company, but it would be the customer’s responsibility to confirm those terms directly with said company, not Safe Haven, before making an informed decision to move forward or not with an alternative company. Third, at no point did the customer convey she had established a contractual obligation with another company within the text thread communications shared, which further contradicts the allegations described throughout the compliant.
  
  Furthermore, the basis of the customer’s inquiry reflected within the text thread communications was whether she could terminate another account established with another company that she never turned on or activated services with.  Based on the text message thread exchanged, the customer was advised to contact the company directly and sort it out, but the customer was not guaranteed or promised any fees she would be subject to would be waived, which further contradicts the details of the complaint.
  
  Nevertheless, Safe Haven strives for excellent customer service and apologize for not meeting our own standards. Once Safe Haven was notified of the account concerns in January, this matter was escalated internally for additional review. We acknowledge our failure to provide active communication during this time, and we thank you for your patience and understanding.
  
  At this time, Safe Haven is unable to pay any balances or negotiate any fees on behalf of the customer to the previous provider she entered into a contract with. Safe Haven understands that our decision may be unfavorable to the customer, but we are not responsible for any terms and conditions the customer entered into prior to making the decision to establishing a Contract with Safe Haven. Based on the details of the complaint, it would strongly suggest there may be some confusion on what company the customer should be speaking with. We kindly encourage the customer to address the concerns regarding the contract terms of her previous provided with them directly.
  
  In conclusion, Safe Haven values customer satisfaction and we are happy to help assist the customer with any additional questions or concerns they may have. The customer may contact Safe Haven directly 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

  Customer Answer

  Date: 03/31/2025

  
  Complaint: ********
  I am formally rejecting Safe Haven Security Services’ response to my complaint. Their response is a blatant attempt to deflect blame, misrepresent the facts, and avoid accountability for their deceptive sales tactics. Let me be absolutely clear:
  Safe Haven’s sales representative, ****** ********, provided false and misleading information that directly led to financial harm. Their refusal to acknowledge this, despite the clear timeline of events and supporting evidence, is completely unacceptable. On December 3, 2024, ****** ******** came to my home to sell me an ADT system. When I informed her that I had already signed a contract to assume the existing ******** system from the previous homeowner, she immediately dismissed my concerns and stated that, according to New York State law, if the system was not activated, I had no financial obligation and could tell ******** to “pick up their equipment.”
  I was not comfortable with her response and told her I needed to speak with my fiancé. Yet, on December 4, 2024, she showed up at my home unannounced, aggressively pushing the sale and repeating the same legal claim. It was her insistence—and the assurance that I had no risk of penalties—that ultimately led me to sign up for ADT.
  For Safe Haven to now say that they “found no evidence” of this is laughable. Of course, there is no written evidence—because their deceptive sales tactics were carried out verbally, in person. That does not change the fact that their representative deliberately misled me.
  Since Safe Haven is conveniently claiming that they have “no record” of ******** misrepresentation, let me present one piece of evidence I DO have in writing:
  ·  ****** offered and gave me all free equipment, which is not standard practice and raises serious ethical concerns.
  ·  When the installer called to verify my connection, he had to tell them I was “family” in order to proceed with the discount ****** promised me. And to be clear—I have this written down by ****** herself. If Safe Haven wants to deny this, I am more than happy to provide the proof.
  Are they willing to claim they “have no evidence” of this, too? Because I do.
  It is also telling that Safe Haven only decided to respond after I filed complaints with the BBB and Attorney General. This proves that they had no intention of addressing this issue until they were forced to. This is a pattern of dishonesty and avoidance.
  Because of their deceptive sales tactics, I am now facing a $1,900 collections bill from ************ * ************ for breaking a contract that Safe Haven’s own representative assured me I had no obligation to. This bill is now threatening my credit score and financial stability.
  Safe Haven is directly responsible for the financial harm I have suffered. I demand that Safe Haven fully compensate the ******** bill or negotiate the debt on my behalf to correct the damage their employee caused.
  If Safe Haven continues to evade responsibility, I will escalate this matter further, including:
  Filing additional complaints with the Federal Trade Commission (FTC), the Consumer Financial Protection Bureau (CFPB), and the New York Attorney General’s Office.
  Contacting local media and consumer advocacy groups to expose Safe Haven’s deceptive business practices.
  Pursuing legal action if necessary, as Safe Haven’s misrepresentation is a clear case of deceptive sales practices that resulted in financial loss.
  This issue is far from over. Safe Haven will not be allowed to dodge accountability through corporate gaslighting. I expect a real resolution—not another hollow statement full of excuses.
  I will be awaiting Safe Haven’s response and will not drop this matter until it is fully resolved
  
  
  Sincerely,
  
  ******** ***

  

  Business Response

  Date: 04/02/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. Based on the details of the complaint, we kindly encourage the customer to address the concerns regarding the terms and conditions of her previous provider with them directly. We believe there may be a disconnect in communication along with timing as Safe Haven received an additional complaint formally through the Attorney General that we intend to solely communicate through for resolution moving forward.
  
  To clarify, although the Complainant alleges that the sales representative misled her into thinking she was able to terminate an account with another company penalty-free, the customer had ample time prior to and after Safe Haven’s installation to verify the cancellation terms with her previous provider. Ultimately, it would be the customer’s responsibility to confirm those terms directly with her previous provider, before making an informed decision about whether to move forward or not with an alternative company like Safe Haven. Safe Haven would be unable to confirm any terms or conditions related to a separate company’s policies regarding early termination and was explicitly advised to communicate with her previous provider within the text messages provided.
  
  Additionally, based on the text messages the customer has shared, at no point did the customer convey she had established a contractual obligation with another company. Any reference to being relieved of charges assessed were in relation to the customer’s remarks of equipment “never turned on/activated nothing”. Based on the text messages exchanged, the customer was advised to contact the company directly and sort it out, but the customer was not guaranteed or promised that any fees accrued with a separate company would be waived, which further contradicts the details of the complaint.
  
  At this time, Safe Haven cannot agree to pay the total balance assessed or negotiate any fees with the customer’s previous provider. Safe Haven understands that our decision may be unfavorable to the customer, but we are not responsible for any terms and conditions the customer entered into prior to making the decision to establishing a Contract with Safe Haven. In an effort to help resolve this matter amicably, we are willing to provide the customer with some amount of financial compensation and intend to contact the customer directly to discuss this resolution.

  
  We thank the Better Business Bureau for their time and consideration.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC