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 has 17 locations, listed below.

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• 

  Safe Streets USA, LLC

  3400 N 1200 W Lehi, UT 84043-2685

  
• 

  Safe Streets USA LLC

  650 NE Holladay St Ste 1600 Portland, OR 97232-2035

  
• 

  Safe Streets USA LLC

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

  
• 

  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:12/13/2023

  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.

  When setting up our contract we were lied to multiple times. The first, was that ADT had the ability to remotely give us access to our home if we were locked out. This is not true, the system locked us out Thanksgiving night and ADT said, "We don't have that capability, call a locksmith". The second lie was that our contract was month-to-month. When reading our contract over we noticed the term said 36 months and we asked the representative why it wasn't reading as month to month. He explained that the 36 months is just a number to get us to pay off equipment, as soon as we pay off the equipment we can cancel a contract. We signed the contract and paid the $1,000 equipment fee off immediately thinking we were now enrolled in month-to-month (doesn't exist). Thanksgiving night when ADT could not get us in our home (we had power and WIFI) we decided to cancel. We have been on the phone for weeks trying to cancel our account. So far in the span of 8 weeks we have paid ADT over $1,100. To cancel they are requiring us to pay another $1,700. This equates to nearly $3,000 worth of poor service for less than 3 months of monitoring (2 cameras and a smartlock on the front door). We are looking to cancel our contract because the services promised have not been delivered. If ADT cannot give us remote access to our home my wife and I would not have agreed to it. Nor would we ever sign a 3-year contract for this considering our family avoids contracts and loans. ADT has responded that it's not their fault that we were lied to, it's either their sub-contractors or sub-sub-contractors fault and at the end of the day ADT is still requesting an additional $1,700. They have been zero help over the phone. I would not recommend this company to anyone.

  

  Business Response

  Date: 12/12/2023

  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: 12/20/2023

  After reviewing the customers account, they should have had access to the *** application where they are able to access their system to arm/disarm as well as, in their case, lock/unlock their door lock with the package they received. If they are still having issues with the app or they were not informed of the app we do have technicians who can instruct the customer how to use and connect all devices to the app. Unfortunately, if the customer would like to cancel,they will be responsible for paying the early termination fee and can do so by calling the customer care department at **************. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20964954
  
  I am rejecting this response because the business neglected to address the issue. Instead they issued a response that had nothing to do with any issues raised. My wife and I have the app and am able to use it. However, the services we were promised were not delivered. The first promise by ************* was that at any time, we cannot get into our home (forgot keys, forgot new code, or app malfunction) that YOU would be able to give us access to our home. Having called your support line on Thanksgiving night when we were locked out we were advised that this is something you cannot do (Thursday, November 23rd @ 5:09PM CST). 

  It is preposterous that a company can lie to us multiple times and when we set to cancel a contract almost immediately are charged an astronomical price. You are charging me $3,000 for 2 months of poor service for 2 cameras and a lock system, after promising us there was a 6-month money back guarantee. 

  We never intended on signing this contract but ************* promised us a few things to persuade us, which in the end all turned out to be lies. 1) This is a month-to-month contract, the 36 month term is just an estimate to get a monthly equipment fee started. 2) There is no cancellation fee. 3) At any time you are locked out of your house, our company can remotely give you access. None of these are true. Yet these are the only reasons we agreed. I'm astonished to find a company headstrong to defend its unethical business practices involving deceit. 

  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/28/2023

  We are currently working with our compliance team to figure out the best way we can resolve the customers issue while upholding the contract. Included with the case opened to our legal team was all the correspondance through the BBB. 

  Customer Answer

  Date: 12/28/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/11/2023

  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 recently added security systems with this company 2of my homes it has been nothing but trouble ever since doing so one of the systems is not even working and yet they tell me that I cannot get out of the contract and they are not willing to reimburse me any of my money for the days that I've had this security system and has not been working they have sent someone out 2 times it is still not working

  

  Business Response

  Date: 12/19/2023

  This complaint has been brought up to the district manager of the area. He is responsible for all equipment issues that *** arise and this customers case will be monitored until both SafeStreets and the customer are satisfied with.

• Initial Complaint

  Date:12/07/2023

  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.

  On 11/28/2023, I have spoken with Sales Rep. Leanne from Safe Streets. She had given me a quote for ADT Security services with an initial fee of $99 at first. She also had told me that I would receive a gift card with my service installation as well. I was super excited since I have started to setup an appointment with this company for 12/07/2023. When I have told her that I was referred to this company through my employment discount website, she had decided to run my credit for further financial benefit for me. When she said that I did not qualify for a $0 down payment, I would need to pay the upfront fee. I've said that is totally fine. She offered to take my card payment over the phone that day of 11/28/2023. I've told her that I will call with the payment after I get paid from my job. She agreed and gave me her direct extension. On 11/29/2023, I've happily called her directly to give my payment of $99. Instead, she told me that it was going to be $199. I've thought it was going to be $99. She apologized for the mistake and said that she thought she had explained the actual pricing. I've went ahead and still paid the $199. Once that it was done, she reiterated that I was still going to get around $1,000 worth of equipment setup in my home plus a free doorbell camera. I've said that was great and thank you. On 12/07/2023, I have received my installation of service. I've the tech if they were also ready to take my monthly payment via debit card. I was told that a payment was not required since I have already paid the $199. I was surprised because Leanne had told me different. When I have called her today to ask about the $200 gift car, she was not available. I've spoken to several representatives, and they have told me that she had notated my account stating that because of my credit, I do not qualify for a gift card. The website showed that you can get a gift card plus a free indoor camera or doorbell camera. I do not like false advertising for a quick buck!

  

  Business Response

  Date: 12/15/2023

  After review of the sales call and the call had later on with the sales rep, there was no mention in the initial sale of the $200 gift card, and the customer seemed to understand that the activation fee was to be $199. However, do to the confusion in this whole process we will give the customer 2 rebate for 2 months of monitoring. A ticket has been made to our costing team and they will process the request and a check will be sent to the customer to cover those 2 months. If there is anything more we can do, the customer can always call in to ###-###-####.

  Customer Answer

  Date: 12/18/2023

   
  
  Better Business Bureau:
  
  This company is lying. I’ve spoken with Leanne in the sales department about the $200 gift. I’ve also provided proof of said advertisement. However, I have reviewed the response made by the business in reference to complaint ID ********. I’ll accept the rebates for the 2 months but I will still voice the complaint there of.

  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:12/04/2023

  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.

  Safe streets was sent to my house to set up my home to be monitored by ADT. The salesman told me that if I bought the most expensive bundle, all of the equipment would work in my home. Several pieces of equipment had to be removed from my setup by ADT service members who came to my home and told me that the equipment sold to me does not work with my living situation. Safe streets refuses to work with me on a refund for the pieces of equipment that are now sitting in my closet disconnected by ADT. I want my bundle sold to me in the amount that it should have been sold to me if the salesman wasn’t a liar.

  

  Business Response

  Date: 12/06/2023

  If the equipment was working fine, there should have been no
  reason for the ADT technician to remove the equipment. We see that the customer
  called in after the 90-warranty period with SafeStreets and needed the
  sensitivity on the motion detectors to be adjusted, which should have only been
  fixed by the ADT technician when we transferred their call to ADT, not the
  removal of equipment. This issue would need to be addressed to ADT directly to
  get a resolution for the customer and possibly a refund of some sort. 

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  As I have explained to safe streets 10 + times…. The motion detectors WERE NOT WORKING WITH MY HOME LAYOUT. As I’ve also told them several times, ADT said THEY CANNOT a adjust the sensitivity on the sensors because there is no such thing. ADT told me the ONLY way my system would work correctly is if they removed all of the parts that were removed. Therefore, they were sold to me by a technician who was lying to make a sale and telling me they would work in my home as designed and they do NOT work with my system. Call ADT and figure it out because they said it’s impossible to make them work with my setup. I want my money back for all parts that were removed BY THE ADT SERVICE CREW. I want the price to reflect what it would have been if I had been sold the correct package, the “warranty” has nothing to do with it. Take them back and put them in someone else house. 
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 12/07/2023

  Our call log documents state that the customer called 4
  times after the installation was completed, (after the 90-day warranty period)
  once in July indicating motion sensitivity issues in which the customer was then
  transferred to ADT for assistance. The customer then called 3 more times in Aug
  with issues and was again transferred to ADT. During the 90-day warranty period
  the customer did not call SafeStreets to address any issues at this time, so
  assuming the equipment was working fine. Since ADT removed the equipment, they
  should be able to accommodate the customer. We have created a case complaint to
  ADT to assist in the matter.      

  Customer Answer

  Date: 12/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t see where you are refunding me for the motion sensors that are still sitting disconnected in my closet. ADT said this is your issue when I talked to them on the phone. I want the bill for the equipment  modified to reflect the bundle price that I should have been sold considering your equipment does not work in the manner it was intended to in my home. The 90 day warranty should have nothing to do with this, because as you said.. the equipment is not broken. This IS NOT a complaint about broken equipment, it is a complaint about you selling me equipment that is not compatible with my living situation. It’s a complaint about your salesman lying to me to make a sale. I have a diagnosed neurological disability that affects my day to day life. This is the reason for me calling after 90 days… which again should not matter because this is not a warranty problem… it’s a lying problem. ADT had told me there is nothing else that they can do… so you trying to get them to look into this is NOT satisfactory or a solution to this issue. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 12/09/2023

  Unfortunately, SafeStreets will not be able to refund equipment
  that was removed by an ADT technician when there was no issue with said equipment.
  As mentioned previously this complaint was not brought to our attention until
  after the 90- day warranty period and the 3-day right of rescission to make any
  adjustments to the customer’s account, this was addressed way pass both periods.
  We have a case open for the complaint to get a resolution once that is
  concluded we will reach out to the customer. 

  Customer Answer

  Date: 12/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ADT had to take them out because you lied and said they could adjust the sensitivity when ADT says this is not a real thing that can be done. Your salesman lied and said my pets would not set the alarm off if I bought the motion detectors. My pets were setting the alarm off every single time we left the house. This is not a warranty issue. It’s your salesman lied to make a sale and ADT did what should have been done by your salesman to begin with. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/01/2023

  Type:Sales and Advertising 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 want to make a complaint about a person who came to my house and presented himself as a Spectrum agent he pointed to his badge and showed a badge that said he was an agent from Spectrum he said to me that he had a promotion from Sprectum and ADT that both of those companies had a contract together. He said if got the house alarm I would get a discount on my Spectrum account and I would get two separate bills Spectrum was going to charge ***** and ADT ***** which was a total of ****** a month. This happened on 8/24/23 he said The discount would be reflected in my October bill, but when I received my October bill there was no discount, so I called Spectrum to ask about the discount. And told them I was told that Spectrum and ADT had a contract together and promotions and if I installed an alarm I was going to get a discount on my Spectrum bill. The Spectrum agent said they don&#**;t have a contract with me or ADT and they never send agents knocking on people&#**;s doors offering promotions. he said I was lied to and it was a fraud they advised me to cancel my credit card and to change my code on my spectrum account. I&#**;ve called ADT ************** to cancel but when I call it doesn&#**;t say ADT the person who answered said if I want to cancel I need to pay ***** I don&#**;t have the money to pay I&#**;m an elderly person I don&#**;t work and my only source of income is Social security. It is so sad there are people in this world who take advantage of elderly people.

  

  Business Response

  Date: 12/01/2023

  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: 12/06/2023

  We see that there has been a case submitted to our compliance team for fraud which is still in progress and has been escalated. We have further noted the account regarding the complaint that the customer has submitted. Once the investigation has been concluded the customer will then be notified of a solution. We also see that the discount pricing has been submitted and the customer should see it in one billing cycle.If they have any further questions please advise them to call **************.

• Initial Complaint

  Date:12/01/2023

  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.

  3 months ago (9/1/23) we sent in the "Outside of Contract Cancelations" form with the requested documentation (Photo Id's), AFTER been transferred to a million different people. However, we have been charged our monthly rate on 10/1, 11/1, and 12/1. We have not been actively using this service in over 2 years as we no longer live at the service address as explained multiple times on the phone.
  
  Every time we call, we get the run around. We would like for someone to contact us so we can cancel service and receive a refund of the money they are still withdrawing. We have called every month on the 1st as money keeps getting taken out. It's starting to feel like theft when a company won't honor a cancelation request when all the information, they are asking for is provided.

  

  Business Response

  Date: 12/05/2023

  We do apologize for the inconvenience.
  It looks like your email, for some reason, was sent to spam, but we now have all
  the information that we requested, and the cancellation has been submitted and
  is in process. We will be reaching out to the customer, if need be. 

  Customer Answer

  Date: 12/06/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 01/12/2024

  This case has been reopened and we are investigating as to why the customers account is still open. We have escalated this to management to resolve and will keep an visual on this. 

  Customer Answer

  Date: 01/12/2024

   
  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.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/13/2024

  We apologize for the delay in getting the account cancelled. Our in-house accounts take a bit to completely cancel out, however we have confirmed with accounting that the cancellation has gone through and $292.20 will be refunded back to the card that was charged. If the customer doesnt see this amount back in their account, please let us know.

  Customer Answer

  Date: 02/14/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/30/2023

  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 called adt in May of 2023 and was told the fees monthly was 55, I was not told of the *********************************************************** that I would have to finance it through Synchrony at a cost of over ****. I was not told that I had the right to cancelthe service within three days or 30 days, or the special conditions for cancelation within six months. I am requesting cancelation for adt, Safestreetsand Synchrony without penalty on this the fifth day of November 2023

  Customer Answer

  Date: 11/06/2023

  This isa ************ of a omplaint filed yesterday against adt where I
  explained that I was quoted 55 by adt and not told the true cost of
  over 130 after the equipment was installed by a technician who failed to
  introduce himself as from Safestreets, and he failedto tell me that I
  had three days to cancel, and then 30 days by the contract. Iam
  requesting at this time respectfully to be released from my contract
  without penalty a few days before the six month point expires on
  November 25th, 2023. The equipment has failed every day telling me that I
  have a guest room window open, when I never have, and the cameras have
  never worked. For 130 I only have 2 a ****** Nest indoorand a doorbell
  camera.Multiple burglaries, I don't have a lot of possessions left. I
  live on social security and can't pay people who don't do their jobs
  well. I had great hopes for adt. One of the employees tried to say the
  window sensors fail at this timebof year, I am not stupid, this problem
  started May 25th and has gone on continuously. Also sometimes my wall
  unit fails to arm andbone day it wouldn't disarm for over four hours.
  Please release me without charges or penalty from adt, Safestreets or
  Synchrony.    Billing adjustment; No further contact by the business; Correction to a credit report

  

  Business Response

  Date: 11/30/2023

  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: 12/05/2023

  Unfortunately, if the customer wants to cancel services, they will be held to the early termination fee as mentioned in the contract as well as their right to cancel within 3 business days to next to their initials. As far as the financing of the extra equipment that was purchased, the customer was made aware of the terms and conditions via a telephone call with an agent and would still be held responsible for the loan with ******************** To continue with the cancellation please advise the customer to contact out customer care department at **************.   

• Initial Complaint

  Date:11/28/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT is in Breach of Contract based on the amount of money they are saying I have to pay now. Combined Spectrum and ADT per contract is supposed to be $65.99 (I have attached the contract). They are now saying I have to pay Spectrum $73.99 and ADT $45.99 which means I will be paying $129.98, which previously I was only paying Spectrum $84.99. I didn't want ADT. They told me if I signed up for ADT, my combined bill would go down to $65.99 (per the contract). That is not what they are doing now. They also wrote on the contract that the $99 installation fee will be reimbursed and they are not doing that either. If I am not going to get the lower price, then I want the ADT contract voided. I didn't want it in the first place. I didn't ask them to come to my house and offer me this. They should not offer a lower price if they can't give it. They need to come get their equipment and stop charging me the monthly fee. This is a complete Breach of Contract on their part. Thank you!

  

  Business Response

  Date: 12/05/2023

  The customer’s account has
  been cancelled and a refund has also been submitted back in November. The
  customer is also scheduled for a system removal for the 18th of December
  at 1pm. 

  Customer Answer

  Date: 12/05/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August, I had problems with my ADT system back in August 2023. I tried to call Safestreet then no sucess. I called AdT and was told my service was cancelled at safestreet in June 2023 by my exhusband whom does not have access to my account (doemstic violence reasons which is a whole seperate concern of privacy and mine and my kids safety). Adt told me I had to set up new service to get my security system back up and running before leaving town. I did that. Checking credit card statements I have been getting billed by both companies the whole time. I called safestreet and they said not their problem only resolution was to cancel my contract and pay it out. I said I wanted to speak to a supervisor because I'm not understanding how I can legally be charged by 2 companies for same service on same home alarm system. They said since I threatened legal matters they couldn't help any further and hung up on me. I asked for them to coordinate with each other to figure out how I resolve. Neither company is helpful and I get the run around. I am being charged double each month and need to know how to resolve since as a consumer this isn't my fault. I can only go off of information the companies tell me.

  

  Business Response

  Date: 11/28/2023

  The customers contract is held by SafeStreets and the account is currently active and has not been cancelled. SafeStreets would be the company in charge of billing for this customer. If the customer is being billed by ADT as well, ADT would need to be the ones who handle any refunds due for a double charge. The customer can contact ADT account management at ###-###-####, and they may be able to look into the issue as it seems the problem with the customer being double billed was due to an action on ADTs end.

• Initial Complaint

  Date:11/21/2023

  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.

  We have been trying to get a buy out contract sincw July 2023. They keep saying it will be sent in 3 days, but it never occurs. We have been paying 2 companies because we cannot get our buy out. The buy out amount in Jult was over ****, now its down to ****, because I keep paying the monthy cost of ADT.

  

  Business Response

  Date: 11/21/2023

  
  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: 11/24/2023

  After reviewing the customers account, looks like the customer paid the early termination fee for the contract on November 7, 2023. The customer will then need to contact ADT to inform them that they need to cancel the services as they had paid the early termination fee with SafeStreets. The cancellation process does take 30 days for it to reflect on the account. If they have any questions or concerns about the cancellation please advise them to contact ADT at **************.