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:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I attached the email sent from ADT, to better explain that this is on ADT, not the builders, also I called adt, on a recorded line that that rep told me it will cost me $160 for the rep to come out and replace the battery, now that you see the email, you all can finally accept responsibility, it also shows on my app
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 12/09/2024

  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: 12/12/2024

  Dear Better Business Bureau,

  Respectfully, Safe Haven is not ADT. The email attached, was not sent from Safe Haven. Please redirect your complaint to the appropriate company to further assist the customer with the billing concerns that were sent from ADT.

   

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/08/2024

  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.

  Contracted SafeHaven Home Security 9/16/24
  Sales Rep - ******* ****** ###-###-####
  Install Date: 9/16/24 10AM
  Improper Install/Rep Stated Not Licensed Electricians
  Improper Drilling, Install, and Connections
  Fried Front Doorbell Outlet/Doorbell System
  No Reply from Customer Service/Will Not Perform Maintenance to Fix
  No Cancelation Policy - 3 Year Contract Payoff of 1500+ Dollars to Get Out
  Absolute Worst Vendor Experience as a New Homeowner
  House Vandalized since Camera Malfunction with no Security Footage

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the allegations listed 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.
  
  After reviewing account records and speaking with technician management, Safe Haven respectfully disagrees with the customer characterization of events. On September 26, 2024, Safe Haven returned to the customer’s residence after the installation of monitoring equipment to reset the cameras back online after the customer updated his Wi-Fi network name, which caused the cameras to go offline. This information contradicts there was any improper drilling that occurred during the installation as there was no mention of damages or improper drilling when Safe Haven returned after the installation.
  Additionally, Safe Haven was not made aware of any issues with the doorbell, nor did Safe Haven return to the residence to address any concerns with the doorbell until October 15, 2024. A technician manager serviced the customer’s system and informed the customer the doorbell requires a higher voltage and was advised he would need to hire an electrician to come out to replace his transformer, and fix the electrical shortage that had most likely occurred from the storm further undercutting the customer’s allegations.
  
  Given the above, Safe Haven has been unable to find any evidence that Safe Haven conducted any improper drilling or failed to perform maintenance to assist the customer with his concerns. Safe Haven has advised the customer of the warranty exclusions, specifically those relating to loss of power within the Alarm Services Contract (the Contract). If the customer wishes to forgo Safe Haven’s professional recommendations and would like to terminate the services, he would be subject to the early termination terms found on page 5, section 2 of the Contract.

  At this time, we understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions signed. Should the customer have a change of heart, we kindly encourage him to contact us once he has replaced the transformer so that we can assist him with any additional service concerns he may be experiencing. Safe Haven can be reached Monday through Friday, 8 a.m. to 7 p.m. central time at ###-###-####.
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UPDATE - Safe Haven has contacted me and returned to my home to remove the security system as of 12/7/2024. The tech noted he had left the smart home features intact and set up what was the FREE version of the smart home package I had requested originally. The tech said there would be no more billing to my credit card. As of today, 12/28/2024, ADT has contacted me via email asking to submit payment as my credit card has been cancelled. Yes, I replaced the credit card on file because of this situation. Clearly Safe Haven and ADT billing have not communicated. I'd like this looked into further, completely cancel my account with ADT and remove any balance owed.

  To reiterate, the security system has been removed from my home and I had cancelled the service by phone under the 3 day grace period for cancellations as noted in the contract that was provided in prior correspondence regarding this case. 

  

  Business Response

  Date: 12/03/2024

  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: 12/04/2024

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

  In efforts to provide
  excellent customer service, Safe Haven has escalated this complaint within our builder
  sales support team. A member of their team has reached out to the customer to
  address the complaint concerns, 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:11/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ******ell if was a false alarm or, an intruder braking in the house. After seven months of this, we decided to get a new security system. We canceled with Safe Haven. They said we had a contract for 36 months. We told them we signed no contract. I asked for a email of the contract. I told them, my name was printed on the document. I told them I would never have chosen a font to print my name. We believe the techn forgot to get a signature, he left at 10:30 pm. He seemed to be new, was on his Cell getting instructions from someone. I indicated to them they breached the contract by failing to keep us safe and please return all money that we had paid them. We sent several letters an email. They said to pay 1200.00 for breaking the contract. I told them they breached contract.

  

  Business Response

  Date: 12/02/2024

  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 Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the customer has endured throughout this matter. After reviewing the account, the consumer willingly entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on October 25, 2023.

  First and foremost, Safe Haven did not find any evidence that there was any improper conduct performed at the installation, or during the collection of necessary documents required to be authorized by the customer at the time before the installation. Safe Haven requires all customers to review the Alarm Services Contract (“the Contract”) at the time of the installation. It is the customer’s responsibility and discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions included, specifically, for the installation of the equipment purchased or provided by Safe Haven Security.

  Second, a copy of the Contract is sent immediately to the customer the moment it is authenticated. When a customer signs the Contract, they are authorizing they read, understood and agreed to the terms included. Within the copy of the contract, time stamp and date analytics reflect when the contract was sent, reviewed, and signed. In this case, time stamp and date analytics reflect the contract was sent October 25, 2023 at 3:24:24 PM, viewed at 3:34:47 PM, and signed at 3:44:28 PM further undercutting the customer’s statements.

  Included within the contract, the Notice of Cancellation page provides explicit details of the 3-day rescission period and the steps to enforce that 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 document, opting to exercise a penalty-free termination. Please note, 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 Contract. (See page 5, section 2).

  Concurrent to the above, the customer was provided a quote for the early termination fee when she requested to cancel outside the designated rescission period. Safe Haven attempted to offer onsite service resolution prior to the customer’s cancellation request, however, the customer declined our efforts. Then, the customer installed another security provider’s system at their own discretion, breaching the terms and conditions listed on pages 5-8. (see references to sections, 5. Limitation of Liability, 8. Installation, 11. Warranty Exclusions, 18. Alarm System Communication, and 19. Cancellation)

  At this time, Safe Haven has not found any supporting evidence that the customer was unaware of the Contract or that she did not authenticate the electronic signature. The customer authenticated their electronic signature through the use of their personal email and did not begin to dispute the contract terms or the terms and conditions until being advised of an early termination fee. The account has since been terminated and has a remaining balance due. Safe Haven kindly encourages the customer to fulfill the remaining balance due to avoid further collection efforts. Safe Haven can be reached by phone at 844-413-1920 Monday through Friday, 8 AM to 7 PM central time. The customer may also contact Safe Haven directly by email at [email protected].
  
  Thank you for your consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  You make absolutely no sense you say you are the ones responsible at the same time you say you aren’t. Just sounds like another business taking advantage of people. 
  
  
  
  Sincerely,
  
  
  ****** *******

  

  Business Response

  Date: 11/26/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal response to the customer's complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience. We understand the customer has some concerns regarding damages caused by a false alarm and cancellation concerns, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint.
  
  After reviewing the account records, Safe Haven spoke with the customer on November 25, 2024, and the customer advised the concerns listed within the complaint were with ADT Corporate. As a result, Safe Haven explained we do not have authorization over ADT’s decisions on covering damages, but we could offer to send someone out to service her system to ensure there was nothing malfunctioning. The customer declined and expressed wanting to terminate the account altogether. Safe Haven then quoted customer the early termination fee that's applicable when terminating monitoring services early. (see page 5, section 2)
  
  Based on the information provided, we would kindly request the complaint be redirected towards ADT corporate. We acknowledge the customer’s dissatisfaction with ADT’s decision not to cover damage concerns, however, it does not permit the customer to be awarded a penalty-free cancellation. If the customer wishes to move forward with her cancellation request, she will be subject to the early termination fees previously quoted. Safe Haven invites the customer to contact our customer service department if she would like to move forward with the cancellation process and the associated costs. Safe Haven can be reached Monday through Friday, 8 a.m. to 7 p.m. central time.
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 12/02/2024

  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, our decision remains the same. We acknowledge the customer’s opinion regarding the status of the smoke detector; however, Safe Haven is responsible for servicing the equipment, and in this case, verifying whether the equipment malfunctioned. We believe there is a misunderstanding regarding the service provider and the equipment provider. Our goal is the customer’s comprehension regarding the two in addition to the terms and conditions related to the equipment warranty.
  
  Safe Haven is responsible for installing the equipment that ADT monitors. Safe Haven does not “receive her payout”, nor does Safe Haven assess any charges to the customer outside of installation and additional equipment purchases during the installation. Unfortunately, we cannot speak on behalf of ADT or ADT’s monitoring centers, however, in the event something occurs with a supplementary device (smoke detector), we must first be permitted to evaluate the device and see whether the device itself malfunctioned. Determining a malfunction includes multiple factors specifically if the device itself communicated with the monitoring stations to trigger an alert without any malfunction notices. False triggers can occur for several reasons and as the installer, we are responsible for figuring out whether those reasons were within our control or unrelated to circumstances within our control. (see page 6, section 11. Warranty Exclusions) We understand the customer does not agree with servicing policy, but when the customer signed the Contract, she signed she read and understood the important terms and conditions listed throughout pages 5-9.
  
  As a result, when the customer declined Safe Haven’s efforts in trying to provide service resolution, she breached the contract terms. We acknowledge the customer’s dissatisfaction with ADT’s decision not to cover the damages, but Safe Haven is not responsible for any damages that we did not create. We understand our decision may be unfavorable to the customer, but we are upholding the terms and conditions signed, and our decision is final. If the customer wishes to move forward with her cancellation request, she will be subject to the early termination fees previously quoted. The customer may utilize the previous contact information if she has any additional questions or concerns.
  
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I provided the attachment showing that I called ATD and was on the call for over an hour. Did you request the commmunication that was recorded for quality purposes?

  

  Business Response

  Date: 11/11/2024

  The customer entered into a contract with the
  following company who handled the sale and installation of the system.
  
  SAFE
  HAVEN SECURITY
  520 E
  19th Ave
  North
  Kansas City, MO 64116
  ###-###-####
  Please forward this on to the correct company.

  

  Business Response

  Date: 11/18/2024

  Dear Better Business Bureau,

  Safe Haven aknowledges the customer's disatisfaction with our previous response, however, the attachments provided by the customer support Safe Haven's previous statements. Based
  on the details of the complaint, it would strongly suggest there may be some
  confusion on what company the customer was speaking with. The phone records that were attached reflect ADT corporate's phone number, not Safe Haven's. At this time, we kindly encourage
  the customer to address the concerns regarding the alleged conversations and lack of notations with the appropriate company.

  Nevertheless, Safe Haven values customer satisfaction and we are happy to help assist the
  customer with getting in contact with ADT regarding her concerns. The customer may contact Safe Haven at ###-###-####, Monday through Friday 8 a.m. to 7 p.m. central time. Should
  the customer be unable to reach us by phone, she may also contact us by email at ****************************com.
  
  Thank
  you for your time and your consideration.

  
  Sincerely,
  Safe
  Haven Security Services, LLC