Complaints

This profile includes complaints for Safe Streets USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safe Streets USA, LLC

  3400 N 1200 W Lehi, UT 84043-2685

  
• 

  Safe Streets USA LLC

  175 W 2nd S Ste 200 Rexburg, ID 83440-2418

  
• 

  Safe Streets USA LLC

  5 W Mendenhall St Bozeman, MT 59715-3565

  
• 

  Safe Streets USA, LLC

  5670 W Chandler Blvd Ste 250 Chandler, AZ 85226-4101

• 

  Safe Streets USA, LLC

  251 Little Falls Dr Wilmington, DE 19808-1674

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:07/14/2025

  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.

  On July 7, Safe Streets (the ADT installation company) installed the equipment at my home, despite knowing I did not yet have compatible Wi-Fi service at that time.
  Over the next few days (July 8–10), I explored internet options by contacting Spectrum and Frontier, only to be told that both would require digging on my neighbor's private property — something I legally cannot authorize. The only service I could obtain (T-Mobile) is not compatible with the ADT system that was installed.
  On day 4 (July 10), I began reaching out to cancel the service and return the equipment. I spent several days being transferred between people working at Utility Helpers(who I signed up through) Safe Streets (adt install company), and ADT, with no one taking responsibility.
  I was then informed that I would still be responsible for over $2,000 worth of equipment because I was one day past a 3-day cancellation window. Safe Streets said utlity helpers told them that. Utility Helpers seems to be actually trying to help and called Safe Streets and they said they would try to find another manager to help. I find this unethical and unreasonable. I attempted in good faith to make the system work, but the delay was due to infrastructure limitations beyond my control.
  At no point during the sale or installation was I told that my Wi-Fi service had to be compatible for the system to function — nor that I only had a rigid 3-day window to cancel. Had I been properly informed, I would not have proceeded.
  I have since canceled service directly with ADT, but I am now stuck with expensive equipment I cannot use, and a loan I should not be liable for. Each company continues to redirect me to the other with no resolution.
  I am requesting that this be resolved fairly and promptly.

  

  Business Response

  Date: 07/15/2025

    After further communication with ******* ******* and consultation with our Account Specialist Team, we have made the decision to release Ms. ******* from her monitoring agreement without requiring payment of the remaining contract balance.
  An equipment removal appointment has already been scheduled. Once that appointment is completed and all equipment is retrieved, a refund will be processed for the payments that were previously collected.
  We appreciate Ms. *******’s patience and cooperation as we work to finalize this matter. If any additional questions arise, our team remains available to assist.

  Customer Answer

  Date: 07/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23599342, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/27/2025

  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 was called and told i had to have this chance to have a risk free service in February 2025. I explained i had just been in a psychiatric ward. Day of installation I was in another psychiatric ward. Day of 2nd attempt to Instal this "risk free, no stings attached service" as i was told on thr phone. Severe weather prevented a technician the ability to download files. After installing i was given things to initial and sign i had said several times I was told i could cancel at any time. I feel terrible in my own home and do not like how I feel im being g watched. I've asked to have the service canceled several times and was told the right department would be told after I was transferred several times. I've never been told what this fee may be to cancle is but again was told it was risk free. However, im still being billed for service and being told to keep getting thr protection. Mind you i have told them several times to turn it off. I have scitzophrenia and feel I've been scammed due to having had an installation performed prior to being given the documents. Plus I said several time i was told it was risk free while it was being installed? I also explained several times i had just had to hospital stays due to my mental health and again missed the first installation date because of the first stay. I was lied to while in psychosis and an installation was done prior to my signing a contract and they will not turn my services off or tell me what or why I would owe anything. I was scammed while I was sick they can check. I do not use the equipment I paid for or their service. I never turn it on.

  

  Business Response

  Date: 06/27/2025

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  SAFE STREETS USA LLC
  **** ****** **** *** ***
  ******* *** *****
  ************
  Please
  forward this on to the correct company.

  

  Business Response

  Date: 07/02/2025

  SafeStreets USA has completed a comprehensive internal review of Mrs. ******** account, including all relevant service records, internal communications, and the recorded sales call that preceded her installation. Based on this review, we would like to clarify the following:
  During the original sales call, it was explicitly communicated that enrollment in the ADT monitoring service required a 36-month contractual agreement. At no point was the service described as “risk-free” or without binding contractual terms.
  Mrs. ****** agreed to proceed with installation, which was successfully completed on March 5, 2025, following an initial rescheduling due to personal medical circumstances and inclement weather.
  At the time of installation, Mrs. ****** executed the required contractual documentation in accordance with standard SafeStreets and ADT procedures. Per technician notes and internal case records, all necessary disclosures were reviewed, and service was not activated until the contract was duly signed.
  During the 90-day warranty period following installation, there is no record of a formal service-related complaint or cancellation request from Mrs. ****** until April 25, 2025. On that date, she was advised that her request would need to be directed to our Loyalty Department, at which point the call was unfortunately disconnected before the transfer could be completed. No subsequent follow-up was received from Mrs. ****** to finalize that request.
  Furthermore, it is important to note that all equipment was installed and monitoring services activated in accordance with the terms to which Mrs. ****** agreed at the time of enrollment. SafeStreets USA does not initiate service or billing without express customer authorization and a signed agreement.
  While we are sympathetic to the personal health challenges Mrs. ****** has referenced, our review has found no evidence of misrepresentation or deviation from standard contractual disclosures. The account remains subject to the terms and conditions of the monitoring agreement that was executed at the time of installation.
  Should Mrs. ****** wish to proceed with cancellation, she may contact our Customer Care team at ************, where she will be connected with a representative who can facilitate transfer to the appropriate department for review of her cancellation options. Alternatively, she may reach out to our Compliance Team directly at?**************************. Any applicable early termination fees will be reviewed in accordance with the terms set forth in her signed agreement.

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: 23511953
  
  
  
  I am rejecting this response because:
     was told the department would be notified and then was disconnected.I Never was told a call back from me was required? They said rhey were transferring the information to the right department and hung up?
  
  Sincerely,
  
  
  
  ****** ******* ******

  

  Business Response

  Date: 07/09/2025

  SafeStreets USA appreciates the opportunity to respond to Ms. ********* concerns. We regret to hear that she remains dissatisfied with her experience and we take all customer feedback seriously, especially when it involves concerns related to health, safety, and service expectations.
  As previously outlined, SafeStreets has conducted a thorough internal review of Ms. ********* account, including sales and service documentation, technician records, and call logs. During the initial sales call, it was clearly stated that the service enrollment was contingent on a 36-month monitoring agreement, and no references to the service being “risk-free” or “cancelable at any time without obligation” were found in the recorded call or supporting documentation.
  The system installation was completed on March 5, 2025, and the standard contractual documents were reviewed and signed following service activation protocols. All installations performed by SafeStreets are subject to customer acknowledgment and authorization before billing or monitoring begins.
  We do understand that Ms. ******* experienced personal health challenges during this period. While these circumstances are unfortunate, the signed agreement remains in effect unless formally terminated through the procedures outlined in the contract.
  Regarding Ms. ********* claim of calling to cancel service and being disconnected—SafeStreets sincerely apologizes for any confusion or inconvenience caused by the disconnection. However, since no follow-up contact was received to finalize the cancellation or request additional assistance, the account remained active in accordance with the service terms. To move toward a resolution, Ms. ******* is encouraged to contact our Customer Care team directly at ************. Upon calling, she will be routed to an Account Specialist who can: Review her account in full, Discuss the current billing status, Outline the early termination options, if she wishes to proceed with cancellation, Provide written confirmation of any requested action
  Alternatively, if she prefers email communication, she may contact our Compliance Team at ************************** to initiate the review.

• Initial Complaint

  Date:06/25/2025

  Type:Product 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.

  On June 18, 2025, we had an installation appointment with ADT (Smart Home and Security) he installed some standard equipment we purchased through ******* ******. Also, we look at some other equipment Shock sensors (18) for $3582.00 and Glass Break Detector Wireless (1) $299.00 with Tax $318.40 for a Grand Total of $4298.40. After further review (24hous Later) my wife and I determined we did not want the Senors due to the high cost ($199.00 X 18). We notified the ADT installer (Darren Hollis - Crockett) that we no longer wanted the Senors and he stated that his Manger is on vacation, and we made and appointment for 6/23/25 between 1000 - 1200hrs.
  
  The ADT Manger called on 6/23/2025 and we discussed our concerns with the price and wanted a refund for the Senors ($3582.00), He asked what it would take to resolve the issue? I replied, a refund and we were not interested. He offered to refund the $2189.00 and then said we have to pay a $500.00 restocking fee. I said no to both offers and wanted a total refund. He suggested calling the corporate office.
  
  I called spoke with a representative (****) and explained what the issue, and he placed me on hold. Once he returned, he stated that it was being reviewed, and someone would be in contact. Later, an ADT rep left the following msg (Summarized). The refund to you - I spoke with the District Manager, and it looks like you will be keeping all the sensors and then we will go ahead and do it, we'll do it. We 'll just refund you the $2189.00. Let me know if there are any more questions about this. This was optional equipment, and we decided within 24 hours to not keep the equipment, However, it took five days due to the Manager being on vacation. ADT is bullying us into keeping this equipment and not wanting to refund our money. This is a shady way to handle business.

  

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to formally address the concerns raised by Mr. ******* ******** regarding the optional equipment associated with his installation appointment on June 18, 2025.
  SafeStreets USA has conducted a comprehensive review of Mr. ********’s account and can confirm that his concerns relating to the pricing and retention of the optional equipment were received and assessed between June 18 and June 25, 2025. During this period, multiple interactions took place between Mr. ******** and various representatives of our organization, including his installation technician, local district management, and our corporate support team.
  Following this internal review and in acknowledgment of Mr. ********’s request, a refund in the amount of $3,868.56 was processed on June 25, 2025. This refund was issued externally by the third-party financing provider, Skeps, and was applied directly to the financing account that was used to fund the purchase of the equipment at the time of installation. As the equipment was financed through this third-party arrangement, and not paid for directly by Mr. ******** at the point of sale, the credited amount was appropriately routed back to the original financing account.
  We trust this resolution addresses Mr. ********’s concern. Should he require any further clarification or documentation related to the refund or the terms of his financing agreement, he is encouraged to contact our Customer Care team at *************

• Initial Complaint

  Date:06/25/2025

  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.

  Sent to ADT in May 15th
  
  I am writing to formally notify you that the ADT security system installed at my residence, located at ***** ***** ****** **** ********* *** *****, has not been functioning properly despite multiple notifications and requests for service.
  
  I first reported this issue to your company on the second week after installation, and have followed up on numerous times to no avail. Unfortunately, the system remains inoperative, and no reasonable attempts have been made by ADT to resolve the problem. As a result, I am not receiving the services for which I am being billed.
  
  Per Florida consumer protection statutes and basic principles of contract law, a service provider’s failure to deliver essential services constitutes a material breach of contract. Since ADT has failed to uphold its obligations under the terms of our agreement, I am formally requesting the immediate cancellation of my contract without any early termination fees or penalties.
  
  Please consider this letter as my final request. If this issue is not resolved within 10 business days of receipt, I will be forced to pursue further action, including filing formal complaints with the Florida Attorney General's Consumer Protection Division, the Better Business Bureau, and potentially pursuing remedies through small claims court.
  
  I request a written confirmation of this cancellation and a statement verifying that no further payments will be charged to my account.
  
  Phone call received on June 16th that final bill would be sent out. Requested their products to be removed from home and they refused to do so, stating they are ours. The system does not work and serves no purpose. We would rather they come remove their product and we go back to the Ring system as it worked.
  
  Requesting refund of all monies given to ADT and for them to remove their product from our home. Thank you.

  

  Business Response

  Date: 06/25/2025

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  SAFE STREETS USA LLC
  **** ****** **** *** ***
  ******* *** *****
  ************
  Please
  forward this on to the correct company.

  

  Business Response

  Date: 07/02/2025

  Following a comprehensive internal review, SafeStreets USA can confirm that no service-related communication was received from Mr. ***** ***** after the completion of his installation on March 12, 2025. Our records further indicate that Mr. ***** did not contact our support team via phone or email to report any technical issues or request service during the 90-day warranty period, which concluded on June 10, 2025. As a result, SafeStreets USA was not afforded the opportunity to provide assistance or schedule any service appointments during the period in which complimentary support would have been available.
  The only contact recorded within the past 90 days includes three outbound calls made by our team over the past two weeks and one email, all pertaining exclusively to an outstanding balance on Mr. *****’s account for his monthly monitoring service. At no point during these communications did Mr. ***** raise concerns regarding equipment performance or request technical assistance.
  SafeStreets USA provides multiple accessible avenues for customer support, including a prominently listed Customer Care phone line and a “Get in Touch” feature on our website, which allows direct communication with our support and management teams. According to our records, Mr. ***** did not utilize these channels to notify us of any system-related issues.
  Should Mr. ***** wish to proceed with cancellation, he will remain subject to the terms and conditions set forth in the executed monitoring agreement, including provisions concerning early termination and the ownership of installed equipment.

  We encourage Mr. ***** to contact our Customer Care team at ************ should he wish to further discuss his account, explore service options, or seek clarification on the terms of his agreement.

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a real estate agent and was contacted by a representative of *********** and asked to provide my clients personal information, which I did in good faithwith the understanding that I would receive a referral incentive if and once they became a member of ADT - which they have.Since Jan 2025 I have been getting the run around and wish to inform the BBB of a potential scam targeted to real estate agents.Frankly, the ongoing lack of communication and accountability is concerning. Not only is this unprofessional, but it also raises question about the integrity of their so called referral program.I trusted your process and provided my clients most personal information with that trust in mind. At this point I would appreciate your assistance in filing a complaint against this *** Please advise me of the next steps

  

  Business Response

  Date: 06/26/2025

  SafeStreets has confirmed that the referral incentive referenced by Ms. MaryKay has been processed and issued in accordance with the program's terms. The payout was sent via check and, per FedEx tracking records, is scheduled for delivery on June 27, 2025.
  SafeStreets acknowledges Ms. MaryKay’s concerns and regrets any inconvenience caused by delays or miscommunication during the referral processing period. We understand the importance of transparency and professionalism in all partnerships, particularly those involving client trust and sensitive information.
  We appreciate Ms. MaryKay’s participation in the SafeStreets referral program and remain committed to maintaining the integrity of that program. Should she require any further assistance or have questions following receipt of the check, we welcome her to contact us directly for continued support.

• Initial Complaint

  Date:06/24/2025

  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.

  This month a year ago a safe streets representative came to our home to pitch switching from our current security provider (******) to ADT. He offered that they would satisfy our current contract with ****** as long as it was not over $2,000-$3,000. We of course decided to make the switch under the agreement this was done. We made the switch and have been with ADT for a year now. Approximately a week ago we received a call from a collections agency representing ****** and they told us they would sue us and take everything we own if we did not pay the remaining amount owed for our contract (the amount is around $700) we were able to make an $88 payment to avoid any further harassing calls. We contacted *** who then told us safe streets would be held liable for satisfying the contract we had with ******. We contacted safe streets and their representative ****** assured me she was unsure how this happened and why is was not taken care of but all I needed to do was send the invoice with the buyout amount and a copy of our contract from brinks and she assured me they would send them a check for the amount owed. I called today for an update because I had not had anyone reach out for over a week now and their representative Kenzi told me that since it was not in writing they are not going to uphold it. There is no way for me to have it in writing since the original representative came to my home and spoke with us directly. When I called and spoke with ****** with safestreets she stated that if one of their representatives told me they would satisfy my contract they would uphold it but now Im being told Im out of luck and their hands are tied. Im now at risk of being sued and now have to pay Brinks and ADT just to try and satisfy this amount and still have home protection. I feel like we were targeted with them knowing we had previously had a home robbery and we have small children. I feel taken advantage of and I feel they should have to hold up to what we were told.

  

  Business Response

  Date: 06/26/2025

  Following a comprehensive review of the account, SafeStreets has found no documentation or internal records indicating that a contractual buyout was extended to Mr. Wade and Mrs. Wade at the time of enrollment. While we recognize that initial discussions with our representatives may have occurred in person, our policy requires verifiable written or recorded confirmation in order to validate and fulfill any buyout commitment.
  SafeStreets is fully committed to honoring such agreements when they are clearly substantiated. Should Mr. Wade or Mrs. Wade be able to provide supporting documentation—such as a signed agreement, written communication, or a recorded conversation—in which the terms of a buyout were explicitly offered and accepted, we will gladly re-evaluate the matter and explore potential resolutions, including reimbursement of the outstanding balance as previously described.

• Initial Complaint

  Date:06/18/2025

  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.

  My home security, smoke detector and carbon monoxide detectors are supposed to be monitored by SafeStreets, a dealer for ADT. My carbon monoxide detector has been intermittently beeping, so I contacted ADT and they instructed me to contact SafeStreets. Given that this is a safety concern, I called SafeStreets as soon as their business hours opened and every phone number I have tried is off the hook, regardless of the extension I use. This is unacceptable - my carbon monoxide detector could be malfunctioning and I am unable to get in touch with the company that installed it! I have now sent an email to their customer service branch, but what good does that do if there is something imminently wrong with my system.

  

  Business Response

  Date: 06/19/2025

  SafeStreets USA has reviewed the concerns submitted regarding the account belonging to *******. It has been verified and previously communicated to ******* that the 90-day service warranty associated with her installation expired on April 6, 2025. As such, SafeStreets USA no longer has the ability to provide equipment related services or support at this time.
  This information was confirmed with SafeStreets’ District Manager and has also been shared with ******* in a prior response to an email she submitted to our Customer Concerns team directly. She was advised that, moving forward, any necessary service or equipment support—including issues related to her carbon monoxide detector—would need to be handled directly by ADT.
  SafeStreets remains committed to supporting its customers within the terms of the service agreement and encourages ******* to contact ADT directly for further assistance regarding her monitoring and safety devices.

• Initial Complaint

  Date:06/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a monitoring contract through SafeStreets for ADT service. The contract says I’d be charged a certain amount each month, but I’m being charged more than that. I tried reaching out to ADT to fix the issue, but they told me to call SafeStreets. Then SafeStreets told me to call ADT. This isn’t the first time either — this has happened a few times now over the last few months. I’ve been bounced back and forth at least four times and still don’t have a straight answer or solution.
  
  On top of that, I also called to remove the alarm system from my house, and the same thing happened. No one would help me, and they just kept sending me to the other company. They even said someone would call me back, but no one ever did.
  
  At this point, I’m really frustrated. I feel like neither company is taking responsibility, and I’m being overcharged and ignored. I just want out of this contract without having to pay any cancellation fees. I shouldn’t have to keep paying for something that’s this hard to get help with.

  

  Business Response

  Date: 06/16/2025

  SAFE STREETS USA LLC

  **** * **** *
  
  ***** ** **********

   

  Please forward this on to the correct company.

  

  Business Response

  Date: 06/19/2025

  The monitoring agreement was executed by Mr. ********, establishing a monthly monitoring fee of $69.99, effective as of the installation date of October 29, 2024. To date, only a limited number of payments have been received toward the monitoring fees. As a result, late charges have accrued, bringing the total outstanding balance to $424.09. The account is currently subject to involuntary cancellation due to non-payment.
  It is important to note that Mr. ********’s cancellation request was made outside the allowable three-day cancellation period. Consequently, the terms and conditions of the signed agreement remain enforceable, and Mr. ******** is obligated to fulfill the contractual commitments therein.
  In order to schedule any service appointments or address equipment-related concerns, the account must be brought current. Upon receipt of all outstanding payments, ADT will be authorized to provide service and support for the system. For any billing inquiries or to arrange payment, Mr. ******** may contact ADT’s billing department directly at ************.
  Should Mr. ******** elect to have the system removed, the full balance of the contract, as stipulated in the signed monitoring agreement and previously communicated to him, will be due.
  SafeStreets remains committed to assisting Mr. ******** within the scope of the contractual terms and encourages direct communication with the appropriate parties to resolve any billing or service-related matters.
  

• Initial Complaint

  Date:06/15/2025

  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.

  I am writing this review based on my experience today June 15, 2025 call at 12:33pm eastern time. This call was a deeply unprofessional and offensive interaction I had with one of their representatives, ******, during a recent inquiry about Google Nest installation.
  
  While I was attempting to get a quote, ****** was clearly unaware she was still audible and stated, “This lady is pissing me the f** off.”* When I confronted her about the comment, she claimed she was referring to a connection issue, which was clearly a deflection.
  
  This type of language and behavior is completely unacceptable under any circumstances — especially in a customer service setting. For your awareness, I have a recording of the conversation, which confirms exactly what was said.

  

  Business Response

  Date: 07/02/2025

  The matter referenced, pertaining to the interaction between Ms. ***** ******* and a SafeStreets USA representative on June 15, 2025, has been thoroughly reviewed and addressed in accordance with our internal policies and procedures. SafeStreets USA holds its employees to the highest standards of professionalism and customer service, particularly in all customer-facing roles. We take all customer concerns seriously and are committed to maintaining a respectful and courteous environment in every interaction.
  Following a formal investigation conducted under SafeStreets USA’s compliance protocols, appropriate corrective actions have been implemented to reinforce accountability and prevent similar issues in the future.

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: 23471687
  
  
  
  I am rejecting this response because:
  

  Thank you for the follow-up, but I do not accept the resolution offered by SafeStreets USA.

  
  I am a legally disabled individual with a slow learning condition, and I expected to be treated with respect and patience not subjected to disrespect and offensive behavior. The representative’s comment, “This lady is pissing me the *** ****” was not only unprofessional but also deeply hurtful and discriminatory, especially given my circumstances.
  SafeStreets USA’s response was generic and dismissive. It did not include:

  
  - A direct apology to me.
  - An acknowledgment of the specific offensive language used.
  - Any transparency about what corrective action, if any, was truly taken.
  

  This was not a simple customer service mistake. It was a serious violation of professional conduct, and the fact that the representative was not terminated or held visibly accountable is unacceptable. I believe I deserve a formal apology, and SafeStreets should be held responsible for allowing this kind of treatment to occur.
  Their response makes it clear they do not care about protecting vulnerable or disabled customers, nor do they take accountability seriously. Until this is corrected with a meaningful and specific resolution, I do not consider this matter closed.

  Respectfully

  ***** ********

   

• Initial Complaint

  Date:06/12/2025

  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.

  When you call to initiate service with ADT, you are directed to Safe Streets. It is not made clear that you are becoming a client of Safe Streets until they begin installation. The package of items covered under the plan on the phone is also different from what they describe in person. The agent who installs your equipment will tell you that you have a 90 day guarantee and that they will deinstall equipment and you will get your money back if you're not satisfied. In the fine print, this is 3 days instead of 90. You will call Safestreets repeatedly and get promises of call backs and never receive a call. Not once. You will continue to call and receive friendly apologies without any returned funds. You will spend hours on hold. Terrible customer service and I regret ever signing the contract.

  

  Business Response

  Date: 06/19/2025

  At the time of the original sale, it is clearly disclosed to all customers that SafeStreets USA is the nation’s leading authorized provider for ADT. This information is communicated during the initial sales presentation and is reiterated in all related documentation and during the installation process.
  The account holder signed a standard ADT Monitoring Agreement, which outlines a three-day right of rescission, in compliance with federal consumer protection regulations. This cancellation period allows the customer to review the agreement and cancel without penalty. It appears there may be confusion between this three-day cancellation window and SafeStreets’ 90-day limited warranty, which applies strictly to equipment and workmanship—not to cancellation of the monitoring contract.
  Additionally, this matter has been thoroughly reviewed by our internal compliance team. No evidence of fraud or misrepresentation was found during the investigation. The customer was made fully aware of the cost of additional equipment through a financing closeout call, which was completed on a recorded line. This call confirmed the customer’s understanding and acceptance of the financing terms and associated charges.
  While we regret any inconvenience the account holder may have experienced, our records reflect that all standard procedures, disclosures, and compliance protocols were followed throughout the sales and installation process.