Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2025

  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:
  Once again, the terms I signed were signed with good trust. The explanation I was given did not match the terms I signed. And once again a safe haven employee damaged my home and through multiple complaints no resolution was ever offered so I’m $500 out of pocket for their mistake. I was misled and offered false promises, guarantees, and warranties, and have a witness to all of the in person conversations me and safe haven employees have had. Shameful tactics used by safe haven to make up for the lack of service, customer service and decency. 
  
  Sincerely,
  
  
  
  ****** *******while I was not at home. When I did get home 2 outlets in the same room he ran the camera too were not working. I immediately called and a tech manager came out the next day to inspect. He said there was nothing him or safe haven could do. I paid $500 out of pocket to have my outlets fixed that they're tech messed up. Total unprofessionalism from safe haven, verbal extended warranties provided by their employee that they will not honor, horrible customer service, lack of consideration, promises made under false pretenses from multiple employees. I am seeking for the company to honor the verbal warranty presented by their employee and let me cancel penalty free due to the reasons listed above. Their employee voided any contract I signed with them with his verbal extended warranty therefore the contract is voidable. And to be clear I would have not had a problem agreeing and paying for their service if this company showed any professionalism, instead of shady tactics.

  

  Business Response

  Date: 02/21/2025

  Dear
  Better Business Bureau,
  
  Please
  accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the 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 concerns.
  
  Respectfully,
  throughout our investigation, Safe Haven has not identified any evidence to
  substantiate the customer’s allegations. Safe Haven makes a conscious effort to
  maintain transparency and ensure that our customers fully understand the terms
  and conditions of any agreement they enter into with Safe Haven, specifically
  the equipment being provided, and the rescission period utilized to enforce a
  penalty-free cancellation. The customer’s installation took place on January
  13, 2025, and he signed an Alarm Services Contract that included a Broadband
  Rider and Notice of Cancellation document that outlined a right of rescission
  date, “NO LATER THAN MIDNIGHT OF 01-16-2025”.
  
  Additionally,
  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 consumer to sign and date the Notice of -Cancellation document
  opting to exercise a penalty-free cancellation within the designated time
  period. Safe Haven has addressed the customer’s inquiries regarding an
  “extended warranty” and the terms related to early termination.
  
   At this time, we understand our decision may
  be unfavorable to the customer, but we are upholding the contract terms 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
  their cancellation request. Customers may cancel at any time of their choosing,
  however, in the event a customer requests to cancel outside the designated
  rescission period, they are subject to the terms and conditions of the alarm
  services contract. (See page 5, term 2). The customer may contact us directly
  at 844-413-1920, Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.
  
  Thank
  you for your time and your consideration.
  
  
  
  Sincerely,
  Safe
  Haven Security Services, LLC

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submitted by the customer. We understand the customer’s dissatisfaction regarding the previous response, but Safe Haven provided all necessary information upfront for the customer to make an informed decision to move forward. Safe Haven did not receive a Notice of Cancellation within the rescission period or a cancellation request within the allotted time frame further making the customer ineligible for a penalty-free cancellation.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. Safe Haven is hopeful we can restore the business relationship and move forward in a positive direction. We kindly encourage the customer to utilize the previous contact information provided should the customer be experiencing any service-related concerns or have any additional concerns about their account. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  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. Safe Haven was quick to respond and email me regarding the cancellation. I understand that a buisness may have internal policies. I would ask that if those policies have an affect on a customer, especially service members, that it is captured in the contract agreement. This would elliviate the back and forth between customer and buisness. 
  
  
  
  Sincerely,
  
  
  
  ******* *******f departure. I asked her if she could email me that policy so I could educate myself. She told me to hold so that she could ask her supervisor for the policy. She got back to me and stated that this was an internal policy and not a public policy for customers to have. I let her know that seems a bit odd and sounds more like a subjective policy. Does not make sense that there is an internal policy that is not common knowledge or eligable for Active Duty Service Members to be aware of.
  
  This is a pure indication that Safe Haven fails to keep their customers informed at time of sale/purchase. To leave from the United States to any military duty station overseas takes a considerable amount of time. Between medical screenings, shipment of house hold goods, putting homes up for sale, etc...

  

  Business Response

  Date: 02/21/2025

  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 would like to take this opportunity to help provide better clarity regarding our internal policies. As a general rule, Safe Haven doesn’t provide internal company documents and policies unless required by law to do so (e.g., subpoena, court order, or some other law that requires disclosure). We do comply with the Servicemembers Civil Relief Act (SCRA), but there's nothing in the SCRA that requires a company to disclose its policy on that subject.

  Safe Haven honors and respects our nation’s military personnel and to show our appreciation for Safe Haven customers serving in the military, we offer conditional, penalty-free cancellation should our nation require overseas service. As a courtesy, a member of our customer support team will be reaching out to the customer to help cancel the account and address any additional concerns the customer may have. Safe Haven thanks the customer for their patience and understanding while we work towards an amicable resolution for both parties. We look forward to resolving this matter and restoring the business relationship in a positive direction.

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

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again, how could I or anyone prove theft without catching it on camera. Asking for this proof is unfair. Ask your former employee that you fired what he did with it. You (SAFEHAVEN) keep changing and playing with my words/statement. You (Safe haven) have offered absolutely no form of conflict resolution or suggestions to attempt to make me whole or even in the slightest bit in a better position than how your terminated employee has left me. Unfortunately, you have done nothing other than just saying "no" a whole bunch of times, so much for customer service and for being ambassadors of your brand. 

  Please keep a look out for a summons being filed shortly and soon on its way to your office.
  
  
  
  Sincerely,
  

  
  
  ******

  this I decided I wanted to end my contract with this company (look how the first few months have gone so far. Improper positioning of sensors, theft of private property, and zero accommodation for troubles delt to the customer). Safe Haven and ADT both said that I cannot cancel my contract with them without paying the full early-cancellation fee (which would be in excess of $1,000).
  THE IRONY OF A COMPANY BUILT BY REPUTATION AND DESIGNED FOR THE PROTECTION OF PERSONAL PROPERTY, IRONICALLY WAS RESPONSIBLE FOR THEFT OF PERSONAL PROPERTY AND UNWILLING TO HELP THEIR CLIENT OUT. I asked Safe Haven/ ADT’s (Bridget) who is a cancelation specialist that told me there is nothing they can do and will have to charge me in full if I want to leave; I asked “is the reputation of Safe Haven and ADT less valuable than the no-cost-to-them contract cancellation?” Unfortunately the outcome of the representatives has shown their answer to be a YES.

  

  Business Response

  Date: 02/21/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience.  As a result, we would like to take this opportunity to provide additional clarity regarding the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and have already addressed this matter with the account holder. After reviewing the account records, we wanted to provide clarity about the timeline of events that transpired. Safe Haven installed services at the residence on September 23, 2024, and did not receive any communications from the customer for over three months. On December 31, 2024, Safe Haven was first notified of the customer’s concerns regarding stolen property and issues with the placement of his sensors.
  
  In efforts to address the customer’s concerns, Safe Haven scheduled a service appointment with a technician manager on January 4, 2025. During the service appointment, the technician manager spoke with the customer and his father to discuss the events that transpired during the installation. At that time, the customer advised he thought the installation technician put his old ring camera in the ring box and had just recently realized there was no doorbell in the box. The technician manager advised the customer due to the length of time that had surpassed since the installation, we would be unable to guarantee any type of reimbursement or credits for equipment we do not carry due to lack of hard proof the customer provided to support the installation technician had stolen the device.
  
  Additionally, the technician manager relocated the garage sensor to an area that was to the customer's preference and made sure everything was up and running to his liking. Before leaving the residence, the technician manager escalated the customer’s concerns with the territory manager as well to confirm Safe Haven would not be able to offer any additional guarantees or compensation related to the missing doorbell. Both the customer and his father understood this was Safe Haven final decision prior to leaving the residence.

  At this time, Safe Haven acknowledges our decision may be unfavorable to the customer, but we are unable to provide a penalty-free termination. We were not provided with any evidence to support the customer’s theft allegations, nor were we notified within an appropriate time frame. Safe Haven understands the customer no longer wishes to continue the business relationship with our company, and as a result, the customer has been provided an early termination fee quote. These terms can be found on page 5 section 2 of the Alarm Services Contract. If the customer wishes to proceed with their request, they would be subject to early termination fees. We kindly encourage the customer to contact our customer support team once they are ready to move forward with the cancellation process. Safe Haven customer support can be reached at ************* Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 02/26/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) final response to the rejection. We understand the customer’s dissatisfaction with the previous response; however, our decision remains the same. Safe Haven acknowledges that the customer may not be able to prove theft occurred without a camera to capture it, however, the customer has failed to provide evidence the alleged theft occurred at the time he is alleging it occurred.
  
  Please note, the customer has alleged he assumed his personal device (not provided by Safe Haven) had been placed in a box during the installation. The customer did not confirm the device was placed in the box, only assumed, and also did not check the box where he assumed the device had been placed for over three months. It was at that time he alleged the device had not only gone missing, but that the technician had stolen it three months prior when he assumed it was originally placed.
  
  As a result, Safe Haven cannot replace a device. Safe Haven has not changed any words or statements captured on our recorded calls. We acknowledge the customer’s personal feelings regarding this matter and addressed the customer’s concerns immediately when they were brought to our attention. Although the customer does not like the result of our decision, it does not negate Safe Haven’s efforts of initially addressing this when the customer first brought it to our attention.  
  
  At this time, the customer may take the necessary steps he feels appropriate, but the contract terms stand. If the customer would like to purchase additional equipment or has any questions regarding his account, he may contact our customer support team at the previous contact information provided.
  
  Thank you for your time.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/07/2025

  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:

  The business is continues to reference, and attempt to enforce, an invalid contract.
  
  
  
  Sincerely,
  
  
  
  ******** *******

  was told that this included 10 window sensors (unnecessary), a CO2 monitor, a smoke/heat detector (unusable), a smart thermostat (unusable), a key fob (unusable), a smart plug (unnecessary/unusable), an indoor camera (unnecessary), and a smart lock. All of the equipment that I told him was unnecessary, he said was included for free. I was told that the install was free, as well. The install ran late into the night, and did not include the thermostat, which the technician told me he was not qualified to install. I was never able to get the smart plug and key fob to work. The heat detector would go off when anyone took a shower. I had someone come out to install the smart thermostat, and they informed me that my home didn't support a smart thermostat. I contacted the tech to get a return for the thermostat, and he told me that his manager said that I could only exchange it. I tried to cancel my service and was told that I could not cancel without paying a cancellation fee of $1000+.

  

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the 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 concerns 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, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. Prior to the installation, Safe Haven collected a residential work order reflecting the equipment package provided with the customer’s signature agreeing to the details listed. The customer’s signature was authenticated through the customer’s personal email address, further undercutting the allegations of the equipment agreed upon prior to the installation.
  
  Second, du**** the installation the customer was presented with additional equipment and upgrades to purchase at her discretion. When a customer opts to purchase additional equipment, Safe Haven collects wet signatures from the customer on a home customization sheet and a credit card authorization form acknowledging the additional equipment and costs associated. In addition to the wet signatures collected, Safe Haven collected electronic signatures within the Alarm Services Contract (“the Contract”) that itemized details of the equipment installed. Each of the electronic signatures were authenticated by the customer’s email address which contradicts the customer being unaware of the additional charges or that the equipment coverage originally agreed upon had not sufficed. The equipment that was initially provided had been disclosed in detail and agreed upon as sufficient prior to the installation. It was the customer’s decision to purchase additional equipment, and when that occurred, additional compensation was required.
  
  Third, the Contract provides explicit terms and conditions regarding early termination and the right to rescind. The Notice of Cancellation document can be found within the Contract on its own page detailing the designated time frame in which a customer can exercise said right, however, the customer failed to do so within the eligible time frame, therefore making her ineligible to return equipment purchased or terminate the contract altogether. The terms and conditions found within the Contract signed outline terms regarding early termination and can be found under the “IMPORTANT TERMS AND CONDITIONS”, on page 5, under paragraph 2. In the event the customer had chosen to enforce her right to cancel du**** the rescission period, she would have been eligible to cancel penalty-free or return equipment purchased.

  At this time, we acknowledge our decision may be unfavorable to the customer, but Safe Haven is unable to honor the customer’s request of a penalty-free cancellation or a refund for additional equipment purchased. Safe Haven provided all necessary information upfront in efforts to help the customer to make an informed decision and we stand by the terms and conditions signed. In efforts to provide excellent customer service and maintain a positive relationship, Safe Haven would be happy to help address any additional questions or concerns the customer may have. We can be reached at ************* Monday through Friday 8 A.M. to 7 P.M. Central Standard Time.

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

  

  Business Response

  Date: 02/24/2025

  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 the Alarm Services Contract on file is valid and has not been deemed voided.
  
  At this time, our decision remains the same. The customer was provided with all necessary information upfront to make an informed decision and Safe Haven did not receive and cancellation requests within the designated time frame to do so. 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 contract information provided should they have any additional questions or concerns related to their account.
  
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service 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.

  If I could give them a negative review, I would.
  First, I purchased their "smart" thermostat but they could not install it. So, I had a friend install the thermostat. It seemed ok for a few days. Then I went out of town and turned off the thermostat. My uncle happened to stop by and the house was a sauna! The temperature on the thermostat just read "hot". I checked my app and the last reading was 131 degrees! It was hot enough to kill most of my plants and melt a candle. The only way to get the unit to stop running was to turn of the furnace itself. I removed the thermostat and put up my old one and no issues since. I was not able to return the unusable thermostat.
  
  Second, I transferred by services in July 2023. However, Safe Haven failed to cancel the service at my old house. Unfortunately, I did not realize I was still paying on both properties until July 2024. I called Safe Haven and they seemed helpful, canceling the old service and indicating that they would issue a refund to ADT, then ADT would provide me the refund. Well it's been almost 7 months now and I have called ADT & Safe Haven at least 7 times. Every time I get a different story and still have no refund. Today, when I tried to call the local number said it was not valid.
  I cannot get an answer from Safe Haven or ADT.

  

  Business Response

  Date: 02/05/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven values its customers and strives for an excellent customer experience. We deeply regret any frustrations the customer has endured based on the details of the complaint.
  
  After reviewing the account records thoroughly, Safe Haven believes this complaint may need to be directed towards ADT corporate. Safe Haven does not have any records advised the customer Safe Haven would issue a refund for monthly billing. Our records show Safe Haven advised the customer she would be responsible for requesting a cancellation on her account and that ADT oversees monthly billing. We do not have authorization over account terminations or monthly billing and any concerns related to such would fall under ADT’s jurisdiction.
  
  Based on the history of the account, it would seem the concerns regarding the billing refund would need to be redirected towards the appropriate company. At this time, Safe Haven strongly encourages the customer to contact ADT at *************** regarding her account concerns. Should the customer need assistance with getting connected to ADT, she may reach out to Safe Haven at ************, Monday through Friday 8 AM to 7 PM Central Standard Time.
  
  Thank you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when we talked to customer service over the phone she stated that there was a recording, but was unable to provide proof of said recording. She told us that everyone has to do the recorded call BEFORE the contract telling us ABOUT the contract. But now you are stating that there is no recording. So again someone is lying and scamming us. The equipment never worked. We didn’t even have all of our equipment up and functioning in the 3 days. Jose the manager lied to us while signing up.
  
  
  
  Sincerely,
  
  
  
  ******* ******nformed that they were coming that day and time. when I called to cancel a while ago I was told that they will send a technician out for free and not to cancel. I was then told when I called back to cancel a second time that there is a 3 day cancelation period, but we didn't even have all of the equipment installed and up and running in those 3 days. I was told that there is a voice automated system that is played before they install but they wont let me have the recording and they don't know who can listen to the recording or where it even is. In the beginning we had to either pay for the equipment out right or use a third party such as ******. Now that we have tried canceling they want us to pay not only the remaining $2732 on ****** because they wont let us return the equipment to them for a refund but also 75% of the monitoring contract which is over $1633.25. Finally there is no place to file a complaint with them without using a third party such as the Better Business Bureau.

  

  Business Response

  Date: 02/05/2025

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

  

  Business Response

  Date: 02/10/2025

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

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22883652, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********* from cancelling. He delays them with promises of a solution until he's outside the 3 day window so he won't lose his commission.

  

  Business Response

  Date: 02/05/2025

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

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

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

  continue to pay every month for a service that does not work. Can you please help?! The last number I had/called was ************, but I don't know the lady's name. I am getting the run around. I'm so frustrated. Thank you for your help.

  

  Business Response

  Date: 01/27/2025

  Dear Better Business Bureau,

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

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

  

  Business Response

  Date: 02/04/2025

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

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not agree with Safe Haven Security's assessment or BBB closing the complaint. I will reach out to this business directly to make an attempt to cease doing business with this company as I no longer trust their practices or way of doing business. mail, I have not received a satisfactory response. I am now pursuing a claim with my bank and filing this complaint with the Better Business Bureau.
  
  I believe that Safe Haven Security has engaged in unfair business practices and am seeking a refund for the charges, as well as a resolution to the incomplete installation. I have attached copies of my correspondence with Safe Haven Security for your review.
  
  I can be reached at l********************** ** ************* Thank you for your time and attention to this matter.
  
  Sincerely,
  ******** ****

  

  Business Response

  Date: 01/27/2025

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