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:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/19/2025

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

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

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

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

  We thank you for your time and your consideration.
  

  
  Sincerely,
  Safe Haven Security Services, LLC.

  

  Business Response

  Date: 05/20/2025

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

  Customer Answer

  Date: 05/20/2025

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

• Initial Complaint

  Date:05/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ***equences of early termination.
  
  I believe that Safe Haven Security engaged in deceptive sales practices by failing to clearly disclose the termination fee upfront. They verbally assured me that cancellation was possible without penalty but did not mention the exorbitant termination fee that contradicts their verbal statements. This practice is not only misleading but also unethical and potentially violates consumer protection laws.

  

  Business Response

  Date: 05/15/2025

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

  

  Business Response

  Date: 05/15/2025

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

• 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.

   
  
  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,
  
  
  
  ***** *****

  

  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.

• 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.

   
  
  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.
  
  
  
  
  **********
  ***** **********h 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

• 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.

  
  
  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!!!!!!!!!!!!!!!!

  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

  

  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.