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

  505 5th Ave Ste 729 Des Moines, IA 50309-2318

• 

  Safe Streets USA LLC

  5 W Mendenhall St Bozeman, MT 59715-3565

  
• 

  Safe Streets USA, LLC

  1201 Hays St Tallahassee, FL 32301-2699

• 

  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:11/16/2023

  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.

  We bought a resale home that had existing alarm hardware installed for ADT. I called and left a voicemail for pricing, but Yolanda Lee from SafeStreet USA called me back. I was not aware of the difference between an authorized provider & ADT directly. I actually asked if ADT did selling directly but was told no, they only did the monitoring part & had authorized dealers sell the equipment. We scheduled a tech to see if the existing equipment was still useable, it was but there was a few issues that needed parts to be ordered. I also expressed concern that the existing 23 window sensors were falling off the windows as I have small children and the sensors could be a choking hazard. The tech assured me he checked each sensor & used additional adhesive to reattach them. They charged us $1,425.70 for additional equipment & scheduled to come back out a week later to finish the install. During that time we had set the alarm with the equipment that was active and only after 2 days the cops showed up at 1:36 am because a silent alarm was going off due to the fact that the monitoring sensors fell off the window. I called the next morning & they said to keep the following Friday tech appointment, which did not allow us to set the alarm for 4 days even though we were paying for service. The customer service rep said the silent alarm was likely a setting the tech could help with. The tech came that Friday, November 2nd said he had no idea why the alarm was silent and notified the cops for a sensor falling off. He replaced the damaged parts and left. Two more sensors fell off and my husband reattached them with adhesive as well as checking all other sensors. Over this past weekend three additional sensors have a supervision issue and I have been calling since Monday November 13th to trouble shoot over the phone, which didn't work so I had to call back the next day. When doing so I requested different tech but have yet to get ahold of anyone that can help or receive a call back.

  

  Business Response

  Date: 11/17/2023

  We do apologize for the inconvenience; we do see that the
  customer is scheduled for a service appointment for Monday November 20th at 9am
  to resolve all issues. Can we have the customer confirm that they are aware of
  this appointment?  If the customer has
  any questions or concerns, please advise them to address them with the technician
  when he arrives on Monday.

  Customer Answer

  Date: 11/20/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was aware on the scheduled appointment and spoke to the tech on site regarding my complaints. He confirmed that the hardware SafeStreet took over was not ADT equipment and issues like what we are having will be inevitable with the hardware installed currently. We were never informed that this was not ADT equipment when the initial install tech came out and the activation was preformed. We were told this was “older equipment.” The tech today informed us that he replaced the 3 sensors that were causing issues but that this is a temporary fix and we would likely have to pay to replace the remaining 20 sensors, if we wanted the security that there would not be supervision issues in the future. This to me proves the hardware is not compatible with the installed panel and system. A temporary fix is not a resolution that I am happy with considering replacing 20 sensors will costs thousands of dollars. If this was known at the time of the original activation we would have either decided to upgrade the equipment or not moved forward. I called a few times and left a message this morning to discuss but cannot get in touch with anyone at SafeStreet to go over the information the tech provided today. 
  

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

  

  Business Response

  Date: 11/21/2023

  We will take a look into the customers account and rely this to the District Manager for the area to see if there is a resolutions to this issue. Please allow 5-7 business days for the review to be concluded. 

  Customer Answer

  Date: 11/27/2023

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

  I was not contacted by the area manager like the previous message said I would be. Once again, the communication on SafeStreets part is leaving something to be desired. 

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

  

  Business Response

  Date: 11/28/2023

  We did rely the message to the District Manager for the area he states: " there must be some confusion. We provided the CM with new sensors in place of the ones that were not working. I would reassure the CM that the status of the system looks fine. I ran a system check on my end everything checks out fine. It just looks like he needed some of his old sensors replaced. System is working perfectly fine."

  If the customer is still having or seeing issues with the system please have them contact our customer care department to attempt to resolve issues. 

  Customer Answer

  Date: 11/29/2023

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

  The sensors are currently working. However the tech on site said this was a temporary fix and we would eventually have to replace the remainder of the sensors. If this was known during the initial set up, we would have went a different route. 
  

  Also, your last response said that the district manager would “reach out”. Supplying you with an answer that you didn’t relay to me isn’t the best form of communication on your end. You clearly have the means to make an effort to contact myself or my husband since our phone numbers or emails since both are associated with our account.

   

  As stated in the original complaint  i would like our account transferred to ADT directly. 

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

  

  Business Response

  Date: 11/30/2023

  Unfortunately, we do not see any mention of the
  manager reaching out to the customer within our communication history, we did
  reach out to the manager for some clarification. The district manager, as
  mentioned states that everything is working as it should and was not sure why
  the technician informed the customer that this will be temporarily fix as there
  must have been some type of confusion. At the time the system seems to be
  functioning as it should, if there should be any issues, please contact our
  customer care department for a resolution

• Initial Complaint

  Date:11/16/2023

  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.

  I had turned off my Safe Streets security system because we just weren't using it... I changed my mind and wanted to restart the service. Went through the entire process Even though I had been a customer for several years I had to wait 90 days to restart my service if I had canceled it. Total nonsense but whatever.
  
  My service was canceled by Safe Streets on 10/25/23. I called Brinks and had a new system in a matter of days. Then I was charged the install fee of $106 on 10/30 (5 days after cancellation)! I requested my money back immediately. Why charge me 5 days after you cancelled me?
  
  I was told it would take 15 days for a refund. At this point, it's been a total of 22 days since my cancellation and a total of 17 days since my charge. I still have no refund. I have reached out twice...
  
  I want my refund of $106 asap.

  

  Business Response

  Date: 11/17/2023

  Upon reviewing the customer’s account looks like the
  customer had an existing account with *** that was cancelled less than 90 days.
  The reason we were unable to proceed is because *** has made this a policy so
  that other authorized dealers do not purchase customers from other authorized
  dealers. Regarding the refund, that has already been submitted it would receive
  it within 5-7 business days depending on who the customer banks with. If they
  would like more information, they could contact their bank for review.

  Customer Answer

  Date: 11/27/2023

  
  
  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:11/12/2023

  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.

  Disclaimer: Due to a 2000-character limit, this summary cannot fully encapsulate our dispute with ADT and SafeStreets USA. A comprehensive account detailing our experience is provided in an attached PDF.
  
  Our experience with ADT, beginning February 2022, involved misleading practices and communication failures. Initially engaging with a representative who promised wireless cameras, we discovered during installation that this was false. The need to drill for camera power was contrary to our agreement, prompting us to halt installation.
  
  Subsequent issues included a faulty smoke detector incident and ADT's failure to update our contact information, leading to further miscommunications. Dissatisfied, we switched to a local security provider, incurring additional costs due to ADT's incompatible equipment.
  
  Facing undisclosed penalties upon canceling ADT's service highlighted deceptive tactics. During installation, we were misled about camera requirements, with sudden drilling needs contradicting initial promises. Promises of future wireless cameras seemed a deliberate ploy to delay cancellation. This late revelation, coupled with the near completion of the installation, was a clear strategy to discourage cancellation, using the extent of work done as leverage. These practices by ADT and SafeStreets USA reveal a pattern of using misinformation and strategic delays to trap customers in agreements not as initially agreed upon.
  
  Our attempts to resolve these issues were met with a lack of accountability and deflection of responsibility by both ADT and SafeStreets USA. We later discovered that SafeStreets USA, an entity posing as ADT, was involved, adding to the confusion.
  
  We demand a refund of $839.99 and an apology from both companies. This complaint outlines our grievances and the deceptive tactics used, which seem designed to deter service cancellation. For a full account of our experience, please refer to the attached PDF.

  

  Business Response

  Date: 11/17/2023

  After reviewing the customer’s account, we have noticed that
  within the 90-day warranty period with SafeStreets there was no contact from
  the customer regarding any issues with the system. If the customer did in fact call
  ADT after the warranty period with issues ADT would have had to resolve the
  issues the customer was experiencing, as we would no longer have access to
  their account for service. Unfortunately, the customer would be held accountable
  for the early termination fee as stated on the contract that was sent to them, which
  also has SafeStreets labeled as an authorized provider for ADT. Regarding the
  wireless cameras that was mentioned if the customer were to have had this the
  customer would then have had to replace the battery or charger them every so
  often, to prevent this the cameras were connected to a power source for battery
  longevity. If the customer has any further questions regarding cancellation,
  please have them review the contract that is attached. 

• Initial Complaint

  Date:11/08/2023

  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 contacted ADT on or about August 2022 to provide security services for my Daughters home. I was told that it was a 2 year contract and also that if I moved, they would move the equipment to a new address. When my daughter moved in Sept 2023, I called ADT and was told I would have to buy a whole new system and I couldn't use the ADT equipment that I had purchased for the 1st house. Then I was told it was a 3 year contract and I would have to pay the whole 3 years. I tried to call and reach a deal to move the equipment but now they say they cannot touch the equipment that I paid for and it should remain at the old house for the new tenants even though it was mine that I paid for. They are scamming people out of the equipment by reusing paid for equipment to sell to new customers. After lengthy conversations with ADT customer service reps, they will not give me ADT service but I am currently paying for ADT service($67 monthly).. They need to either cancel my service and the payments stop or move my equipment to my house like they originally told they could do.

  

  Business Response

  Date: 11/09/2023

  Unfortunately, SafeStreets is unable to assist as we do not have
  access to the customer’s account. We have created a complaint case to have ADT
  assist in this situation. 

  Customer Answer

  Date: 11/09/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because ADT hasn't responded yet.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 11/17/2023

  As mentioned previously we have submitted a case to ADT concerning the customers complaint, this does take some time. When there is a response we will keep the customer updated.

• Initial Complaint

  Date:11/07/2023

  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.

  In May 2022, I contracted ADT to secure my home in Murietta, CA. On January 27th, 2023, I again contacted ADT to inform them that I would no longer need their services due to losing my job and leaving my home. I spoke with a young lady representing ADT who repeatedly informed me that I would not have a cancelation fee and that there would not be a balance due. I asked repeatedly because it did not sound right. She reassured me that I only needed to submit a 30-day notice, which I did. Fast forward to February 2-6, 2022, I was contacted via email about a past-due balance. I reiterated my conversation with the prior representative on January 27, 2023, at 9:15 a.m. (recorded call). I was told that he would replay the call. March 11, 2023, I received another email to collect.
  On April 11, 2023 at 10:43 a.m. I contacted the number they provided, 1877-740-481, and I spent two hours on the first call and another one and a half hours on the second of my life that I will never get back asking to speak with a supervisor. I was continuously routed to sales, where they attempted to sell me into a new, longer contract (3 years). Each time I requested a supervisor, I would be told no, none were available, they were all in meetings, and I was met with combativeness and aggression by the second call. A sales representative proceeded to play as though she was the CEO of ADT. Please pull the recordings. I have the exact dates, times, and duration of each call because I, too, recorded it. I informed the representative that I was recording, to which they replied that ADT records all calls. So please check the recordings! There is no resolution, more empty promises to investigate. But no supervisor!
  On June 24, 2023, I received an email stating that this was my final notice and that I would need to contact someone. So, I again contacted ADT to no avail. They have reported this on my credit. I have all the evidence that I attempted many times for many hours to resolve this matter.

  

  Business Response

  Date: 11/09/2023

  As we are reviewing the notes on the customer’s account, we
  notice that there was no call from the customer to SafeStreets. The customer
  would need to contact ADT to get the recording from Jan 2023 where the representative
  had stated that there will be no cancellation fee. Otherwise, the customer is advised
  to contact the third-party agency to resolve the debt. 

  Customer Answer

  Date: 11/10/2023

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

  I can provide you with the exact dates and times of each call. However, being that it is your company, it is for you all to review and confirm. Each recorded call will document what is attested to be true. The representatives I spoke with acknowledged that they reviewed the call and verified what the representative said. I do not have access. You do. This is the problem, continuously the runaround, never a direct call from a representative with viable solutions. I have already had the call reviewed, which is verifiable by the recordings you can access. January 27th, 2023, possibly 9:15 AM, was the call in which the representative repeatedly told me there would be no cancelation fee nor balance due. In February of 2023, I replied to a collections email from Kyle K*****, where I informed him of the abovementioned. Kyle told me that he would review the call. Come March of 2023, I received another collections email. So you see, there is a pattern. Please stop giving me the runaround. I called again in April 2023 at 10:43 AM. That is when the actual circus started.    

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

  

  Business Response

  Date: 11/17/2023

  After reviewing the email sent in as an attachment from the
  customer it does not confirm that the call was reviewed nor was it confirmed that
  a representative at SafeStreets informed the customer that there will be no balance
  on their account. We were informed that the customer would need to respond to
  Kyle in an email requesting that call be retrieved to honor the customer’s
  claims and to come to a resolution.

• Initial Complaint

  Date:11/05/2023

  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.

  Salesman for safe streets came to my door and told me he was working for spectrum and they were offering a discount on my spectrum bill and the doorbell camera and door sensors would be included for free. I kept asking him if there will be a bill from the security business. He assured me it is all free. So then another guy came to install these things and told me I had to sign a contract online . Then I got another emailed contract and this one said I had to pay ***** a month. So I told him I wanted to cancel this and no equipment was installed. And they left my house without giving me a notice of cancellation. Please help me with this. I am very depressed over this incident and am afraid they may come back to burglarize my house. I also filed a report with the police. I think they were scamming me . The Safe Streets company, if it is a real company, should be put out of business.

  

  Business Response

  Date: 11/07/2023

  We have confirmed that there was no equipment activated on site and will have a representative reach out to the customer to assist in getting the Notice of Cancellation sent. The customer will be released from the contract. If the customer has any further questions, please advise them to contact our customer care department at **************.

  Customer Answer

  Date: 11/07/2023

   
  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:11/03/2023

  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.

  ADT promised me a $100 gift card, as well as two cameras, a small and large tablet ( they stated that one could go in the bedroom on the bedside table the other in the main area), key fobs, and door sensors. When the technician arrived he stated that he did not have the large tablet but that he would leave us the small one and bring the larger one back within a few days. We tried to complete a credit check for additional devices like cameras and window sensors and there was an issue with his system. He contacted his manager and we were told they the technician would come back out the following Saturday to add those devices and bring our bigger screen. That never happened. My wife and I have called ADT **** times with promises of sending another technician with the bigger screen, but refusing to honor the other items that were promised as well as honoring the original prices of the cameras, and window sensors. We have waited twice for technicians to show and no one came. We have been promised every time we call that a supervisor will call us back and no one calls, so we call back and again we are told a supervisor will have to call us back. So we are owed the additional larger screen, a $100 giftcard, and the original prices quoted for the additional equipment. I am also requesting that a credit or credits be added to our account due to the experience and treatment we have received. They have continued to take the funds out of our account ever month while we have not received the services, equipment, or gift card promised. I have asked for calls to be listened to. I have asked to listen to those calls with the supervisor. None of my request have been done. I do not know what else to do at this point.

  

  Business Response

  Date: 11/03/2023

  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: 11/09/2023

  We are in the process of reviewing the customers account regarding the equipment mentioned that is owed and promised. Regarding the $100 **** Rewards Card that has been processed please advise the customer to call the card distributor at ************** to confirm that it has been sent or to resend the card. 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20694362
  
  I am rejecting this response because:

  They have told us this several times and nothing is ever done. We have been told the same thing 6 times now. We have schedule 3 appointments for equipment they never show and tell us they will reschedule just to not show again. Regarding the card we have called and they say its coming and still has not come. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/16/2023

  Unfortunately, from what we were informed it does take 4-6 weeks for customers to receive that **** card, not sure if they informed the customer of the length of time when they called in or how much longer it will get there. We will have one of our representatives reach out to the customer to schedule a service to get the equipment to the customer along with a rebate check that has been submitted per management.

• Initial Complaint

  Date:11/01/2023

  Type:Sales and Advertising 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 08/22/2023 a salesman who said he worked for Spectrum came to my house. He said he could reduce my bill to $71 a 50% reduction. He then mentioned he was associated with Safe Streets. He wrote a contract which stated that my spectrum bill would be $71 and a *** alarm system would be installed for a charge of $99 and a monthly charge of $45.99. He made no mention of lose of channels I would have. Now begins the point at which I should have become suspicious. I have already signed the written contract. He(*************************) then says I have to answer some questions asked by an app on his phone. There were several questions one of which was am I ********************* said NO. He stopped the app and said I had to answer yes and this would be fixed later. He restarted the app and answered some of the questions himself. Before leaving He took a picture of the written contract. The *** system installer arrived as the salesman was leaving. The installer said I had to sign a contract on his phone acknowledging the $99 installation fee. The contract was unreadable on his phone the print was to small for me to read He called me ****, I corrected him that was not my name he looked at his phone and told me that was the name on his phone and on the contract and maybe it would be fixed later. The problems now begin my Spectrum bill was not reduced to $77 and my account is under the name ******************* who happens to be my son. I have spent MANY hours trying to get Safe Streets and *** to honor the contract and am told by *** that the problem is with Safe Streets, Safe Streets says the problem is that Spectrum changed their rates They are now saying that the salesman is an independent contractor. *** says it is not their problem but continues to collect $45.99 each month. If Safe Streets cannot fulfill the contract Spectrum bill $77, I want the system removed my monies returned.

  

  Business Response

  Date: 11/07/2023

  We looked into the customers account and see that a representative has been trying to contact the customer a few times to find a resolution.Please advise the customer to attempt to call *************** at ************** as they will be the responsible party to rectify the issue.

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20812145
  
  I am rejecting this response because: I have not been contacted by anyone from **************** This is just another company being added to the scam.  The contract I signed on  8/22/23 was prepared on a form with the letterhead ADT authorized dealer. The company that was supposed to implement the contract was Residential Operations their phone no. is18006450423 the same as Alpha. I tried to contact Alpha using that no. 4 times on 2 different days to no avail. Residential Operations has a recorded message that says leave your message and they will call you they DO NOT. This company is stated over two weeks ago that could not get my Spectrum bill reduced to the $71 as promised in the contract because Spectrum changed their prices. I believe That my phone calls are not returned because they cannot fulfill my contract.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/16/2023

  We do apologize for the inconvenience we are escalating this issue to our management department to better assist in this situation and come to a resolution.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20812145
  
  I am rejecting this response because:This has been an ongoing problem for over two months. I am 80 years old and this is causing me to suffer from a lack of sleep and is affecting my health. Who have I been dealing with for all this time if not management. Any settlement must be done in writing and include an acknowledgement of the fraud commited by the salesmen. I want the system removed from my house and ADT to stop billing me using my sons name.  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/17/2023

  As mentioned, we will have management look over the customers account to rectify and resolve all issues regarding their account. As of now the customer will be responsible for the *** and the early termination fee as mentioned in the contract they received via email.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20812145
  
  I am rejecting this response because: I have no idea what an MMR is and the only contract I have says my Spectrum bill will be reduced to $71 and this has not been accomplished. I hope management can work faster than their workforce and this gets settled. Remove the system and pay ADT so they stop billing my son, who has nothing to do with this scam.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/24/2023

  We do apologize for the abbreviation it stands for monthly monitoring rate. We are working diligently to get an update to have this resolved as soon as possible and when we do get an update we will be reaching out to the customer.

  Customer Answer

  Date: 11/27/2023

   
  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: 12/19/2023

  Upon reviewing the customers account our compliance department has come to a decision to release the customer from the contract. Please inform the customer that someone will get in contact with them to complete the process of the cancellation. 

  Customer Answer

  Date: 12/20/2023

   
  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. I am just sorry that I had to suffer this long before someone made this decision.
   Sincerely,
  
  *********************

• Initial Complaint

  Date:10/30/2023

  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.

  On July 05 2023 adt(safe street) installed an alarm system at residence 512 montibello St Petersburg Virginia the basic package was intended for purchase at $47. per month some how the technician a mr V**** put ms ********** income in incorrectly to get her approved for an synchrony bank account to finance additional items totalling around 2,000. fire alarm mainly this must have been an commission attempt of some sort we later realized technician should have advised her to purchase one off adt site for under $100.00.Contacted adt mid July to remove product owed to synchrony bank the applied the 3 day rule not 30 days no modification after 3 days.Syncrony bank will not take no for an answer either they have temporarily closed and opened account twice for reveiws ;but stated ms Young owes because she approved alarm being installed.the truth is the woman is 70 some years she thought she was just signing for basic alarm but technician used this trans action to get more money her actual income wouldn't have approved a syncrony account social security alone ,low scale.

  

  Business Response

  Date: 11/02/2023

  After reviewing the customer’s account, the customer received
  a call to go over the Synchrony loan amount, terms, and conditions. In this
  call the amount was repeated numerous times, and I was not sure who else was at
  the home during the installation, but they too were informed of the loan and
  that it was a separate bill from the ADT monitoring. The customer then was
  asked a few times if we had their authorization to finalize the loan and they
  both agreed. The customer is responsible for the loan owed to Synchrony Financial. 

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I say again ms ********* did not realize the content of contract ,ms **********' income also must have been entered wrong synchrony would not have approved on less than 1,000monthly ADT bill was debit to my card ****** * ***** which was the only payment she was aware of.** *****( for ***** **********)
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:10/27/2023

  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.

  Before my installation, the sales person promised that the company would buy out my contract with my previous company. I said agreed to that. They asked me to submit the amount that I had left in the contract which was a little over $300. Once they verified with the agent that I was actually cleared for the buyout price, they called me back within that week, saying that I should receive the check in the next 10 days. When I call back more than 10 days later, they said that they still needed to authorize the buyout, which was different from what they told me before. *** called back and each time they said theyre still authorizing it yet. The customer service representative said that this process usually takes one to two weeks.I keep getting conflicting information. The last customer service representative said that she would escalate the buyout to the department that handles it, but said she didnt know the name of the department and there was no direct line to the department.

  

  Business Response

  Date: 11/01/2023

  We have investigated the buyout,and the management department has stated that they have released the funds into the app called ****************: Safe Streets. Please have the customer login to view their funds and if they are having issues with the app, please have them contact ************.