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

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

  
• 

  Safe Streets USA, LLC

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

• 

  SafeStreets USA

  7251 W Lake Mead Blvd Ste 300 Ste. 300 Las Vegas, NV 89128-8380

  
• 

  Safe Streets USA, LLC

  1137 Heatherstone Dr Fredericksbrg, VA 22407-4828

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:10/10/2023

  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.

  Safestreets are having door to door employees committing fraud claiming to be employees of other Company's to scam you into a contract. We had a salesman named Mason (assuming that's even his name) Saying he was a Cox Communications employee claiming he could give us a discounted bundle on Internet and security services. There was no confusion. He even had a Cox badge at first visit. With our bill being 143 dollars, he claimed he could get us a bundle deal on security and internet to a total of 126 requiring a 3 year contract. We have been with cox for 10 years so we figured the contract was not going to be much of an issue since we didn't have any current plans of switching. We trusted the employee in hopes We were going to get a good deal on a bundle.
  Turns out he lied about who he was employed with and all he really wanted was our signature on the security side locking us into a 3 year contract. There was no bundle or even a affiliation between Cox and Safestreets or ADT. Is this not Fraud? How can a Company pretend to be another company let alone be OK with this kind of fraud? To add to this, when we called Safestreets to resolve this issue, they pretty much said there was nothing they were willing to do except pay over 1000 to cancel or block their transaction later affecting our credit. They wouldn't even let us speak to a higher up regarding the fraud, pretty much claiming it didn't matter how we signed the contract, and that we signed it. It was also obvious that they got calls like this all the time and were trained to handle these situations with no remorse. This was Fraud and a Scam flat out.

  

  Business Response

  Date: 10/11/2023

  After reviewing the customer’s account, looks like the discounts
  have been put into place, but the department responsible for the discounts are
  missing some information from the customer. Please advise the customer that our
  representatives have tried to reach out to them to get this resolved. They can
  call them at ###-###-####.

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: From my last complaint, it should be clear why we have not continued contact. We have contacted our Internet Provider (Cox) in regards to these "discounts" and they continued to tell us you guys have no affiliation to them and that you can't provide discounts to our internet services and that there is no "package" between them and your services. they have their own security systems. As soon as the number is put into google, the first result is ADT saying to avoid these scams. Not to mention your employees are saying they work for "Cox" and not for Safestreets so this is still Fraud non the less. Because of this fraud, we can not trust you and are not willing to risk putting ourselves in a deeper hole due to your deceit. We are not asking for retribution nor financial compensation. all we ask is for you to nullify our contract and take back any necessary equipment. After our experience with the salesman and your call center, we don't trust, nor feel safe with anymore you have to offer to keep us with your services. We are not asking for much, just to nullify the contract so we can just move forward. 
  

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

  

  Business Response

  Date: 10/13/2023

  Alpha Marketing Strategies is the company that set up your security service and is supposed to provide the discounts promised to the customers internet service. SafeStreets has nothing to do with the internet and essentially Alpha gives us the customer information to help with security related issues only. As the problem here stems from Alpha not providing the internet discounts promised, this complaint will need to be sent to them as SafeStreets has nothing to do with Cox or any internet/cable services. 

  Customer Answer

  Date: 10/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I can see that you guys are continuing to obviously overlook the main concern here. Locking customers in contracts with means of fraud is wrong but your lack of intention to fix this lets me know that you guys are probably aware and encourage this kind of behavior. I don't think you guys have any intention of resolving this issue which is very unprofessional but typical. I can see it's your strategy to just keep dodging any real resolution which shows how desperate you are to continue your scams. We are just one of your many customers, yet your so desperate for the money rather practicing good business ethics. I guess it's a good thing we have a Video of your man lying about his profession at our front door. We hoped you would do the right thing by finding ways to communicate directly to you, we can see this won't be the Case. God help all the future poor souls that have the misfortune of encountering your business. 
  
  
  
  ***** ******

  

  Business Response

  Date: 10/17/2023

  Again as stated previously, SafeStreets has nothing to do with telecom services. This was set up by Alpha Marketing Strategies and the customer will need to contact them in order to resolve this as SafeStreets has no way of doing this. 

  Customer Answer

  Date: 10/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As previously stated it is not even about the discounts. Even if this "Alpha" company is responsible its YOUR contracts that you are allowing to be misrepresented. These employees that are lying about their profession are pushing YOUR contracts. my contract is with Safestreets, not with Alpha. So if YOUR contract was signed under false pretenses(illegal representation) you should just know that was not ok, and to give us the ability to nullify this contract to correct this problem. The fact that you keep pushing blame and not willing to fix this shows your true intent. Again we are just one customer. Do the right thing and release us from YOUR contract. 
  
  
  
  ***** ******

  

  Business Response

  Date: 10/26/2023

  Alpha Marketing Strategies is our dealer who will be able to
  assist the customer in their request regarding telecom pricing. SafeStreets handles
  the ADT aspect of the contract and we do not handle any telecom price reduction.
  If you would like to move forward with the cancellation, there will be an early
  termination fee as stated on the contract.

• Initial Complaint

  Date:10/10/2023

  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 was offered ADT security for my home through American Residential Warranty. The vendor came to my home, but it wasn't ADT but Safe Streets. I decided to sell my home months after I got the system. I notified ADT and Safe Street. I wanted to put it on my new construction home when my home was built. We moved to an apt and were told we could not take the equipment with us because they were not allowed to put an alarm system on property we did not own. I called as asked that they to stop the draft until we finished the build of our new home and the problems started. After going back and forth with them, I did not want to do business with them. They proceed to tell us the only way to get out of the contact if the new homeowner got ADT. We did get our buyer to get ADT. We followed their instruction and thought everything was free & clear. We told them that the buyers had gotten ADT and were informed we still owed them because they owned the contract. I tried calling them to resolve to no avail. Safe Street showed us in our new sub-division selling ADT security coverage. We told them that we had Safe Street in the past and they had given us a hard time. Again, more deceit and misinformation. They told if we got it again, the first account would be deleted. I told them no. My son said he wanted it but when they ran his credit it didn't qualify. The rep asked me for my last 4-digits and again I told him I did not want anything in my name. Even the representative proceeded to do deceitful approval. He used my social security number and put the bill in my son's name. It wasn't until the installer came and we told him our issues and he said we would have two bills. Told deceit and will use any type of deception to get you to sign their contract. I never signed anything. I want the bill in the amt of $1400 zeroed, my credit reporting corrected and never ever contacted again with the exception of the letter stating that my acct is closed with a zero balance.

  

  Business Response

  Date: 10/12/2023

  Unfortunately, there is nothing we can do for the customer at this point, due to the new homeowners going directly through ADT, which created a new account for the address, Ms. ******* will be held
  responsible for the early termination fee as stated in the contract. To resolve
  the balance please advise the customer to call our third-party collections agency
  at ###-###-####.

• Initial Complaint

  Date:10/05/2023

  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 currently being charged $258 for canceling my account with ADT after I was not rendered the services of my contract. My cameras are not operational and they continue to send out representatives who say they "are unable to fix this issue" as ADT used a third party vendor for installation .I have been paying ADT $60 a month for a service I'm not receiving. They constantly hang up on me and do not give any guidance on how they will rectify the situation or give me my money back.

  Customer Answer

  Date: 10/02/2023

  What is the BBB doing to correct fraudulent actions as such? I have spoken to multiple ADT representatives that just keep saying "money is owed" for a service I was never rendered and I can provide proof along with emails. 

   

   

  

  Business Response

  Date: 10/05/2023

  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: 10/11/2023

  SafeStreets has scheduled a service for this customer twice and the customer did not show to the appointment stating there were family matters they needed to take care of. The second time the customer did not allow the technician to resolve the issue, stating she preferred another technician,which unfortunately was the only one in the area. The customer has now passed ************************** warranty period, and we no longer have access to the customers account to fix any issues. They will need to reach out to ADT to resolve the issues the customer is experiencing.

• Initial Complaint

  Date:10/03/2023

  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 to place my home under camera.A man came out, *****, & immediately started to work on installation. I was NOT CONSULTED. He drilled holes in siding, I was not advised. Camera in front is NOT on my front door. I questioned this & was told I could see someone walking up my drive! A person up to no good would walk across lawn! Sensor on sliding back door cannot work! So no protection there as it keeps getting knocked off when door is opened.I called within the 3 day limit to have something done & told ADT & SAFE STREET that I didnt like the set up & that it just isnt working for me. ADT has cancelled my contract a/o yesterday August 30,2023, which started on installation date August 7, ***** came back out on the 9th & I TOLD HIM THIS WASNT working for me!Safe Street now wants over $1,000.00 from me to cancel this service. ADT cancellation confirmation #********.I havent been given a hard copy of any contract. I BELIEVED my business was with ADT, not a sub-contracted business.Being charged over $1,000.00 for a service that doesnt fulfill my needs having only 3 weeks is a disgrace.I cannot understand how a company can do this to a 76 yo woman! Please help me clear up this horrible misunderstanding.Thank you

  

  Business Response

  Date: 10/03/2023

  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: 10/04/2023

  After reviewing the customer account, they called in on Aug 8th stating that they were having sensor issues and did not like getting notifications regarding the system. On Aug 9th the technician went to the customers house to resolve all issues, and there was no mention of wanting to cancel per the technician so unfortunately, the customer would be held to the early termination fee per contract. 

• Initial Complaint

  Date:09/28/2023

  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.

  On 8/29/2023 a Safestreets LLC USA sales associate knocked on my home residence door to inform of a special their company was promoting. He, *********************** stated that the alarm company ************** were having a special deal that would lower my monthly Spectrum bill. I informed him I already had a home alarm contract with ********* that didnt expire for another 2 1/2 years & paid $49.99/mth. He stated theyll would buy out my contract with this company if I signed up with him. He also stated his company would speak with Spectrum to make changes with my plan : to remove my landline & upgrade my plan to include DVR capabilities. All of these changes would lower my monthly bill for Spectrum $137.00 & ADT $63.99 for a total of $200.99. I was told I would receive a call the following day for their company to get the information for my home alarm ****************** acct. number. No has ever called me. I have called on 9/7, 11, 19, 27 & 28. Ive been told 2 times upper management would call me back. All the other times I called & left a voice message. The number is **************. Account #********* Im being charged $128.98 on Sept 29

  

  Business Response

  Date: 09/29/2023

  After looking through the customers account, we see that a representative has spoken to them on 9/19/2023 and submitted a case regarding complaint. We have brought this up to our management team for review. Please allow **** business hours to get this completed. 

• Initial Complaint

  Date:09/26/2023

  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.

  A salesman knocked on our door on 9/20/23 promising free home security equipment and installation and that all we had to pay was $53.99/** for monitoring. He promised ** a 2 week trial period and that if we don't like the monitoring, we can cancel and get to keep the equipment no problem. On 9/23/23 I reviewed the documents that were emailed to me and saw that a 3 year contract had been signed using my maiden name with a price of $63.99/mo. We called the number on the contract to cancel and they indicated that we had to call a different number that wasn't listed to cancel the contract, but that line was already closed for the day or week. Additionally it turned out there was no 2 week trial and we had only 3 days to cancel the contract, and to get out of the contract we'll have to pay 75% of the 3 year contract.

  

  Business Response

  Date: 09/28/2023

  We have looked at the customers account and viewed that we will honor the cancellation. Please advise the customer that they will need to send the Notice of Cancellation to ADT and schedule system removal with SafeStreets. They can call our customer care department at ************** to get that scheduled.

• Initial Complaint

  Date:09/26/2023

  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 recently purchased a new home with an *** system. I called *** several in order to check prices and arrange setup. Strangely, every time I called I would get different quotes that varied widely. In addition, there was such extensive pressure. After three calls to ***, I attempted to arrange install, but then received a call from the original listing **** Estate agent on my home that the *** system was still in his name and I would need to transfer the system instead of arranging a new install.Upon calling back to ***, I must have been transferred to an Authorized Retailer, SafeStreets ***, unbeknownst to me. This Salesperson was even more aggressive and quoted me an install price 4x higher and a monthly price 25% higher than previous quotes. I reluctantly arranged install. Immediately after this call with SafeStreets ***, a man from *** Corporate called me directly. He strangely asked if I had just tried to set up a system with *** and I indicated yes, I assumed thats why he was calling me back. After some back and forth, we identified that I was actually previously talking to SafeStreets *** and not *** Corporate and that, again, the *** System was still in the **** Estate agents name and would need to be transferred to me instead of arranging a new call. ************** assured me that *** could certainly beat the monthly rate that SafeStreets had quoted me and surreptitiously asked me to call back SafeStreets, cancel my plan with them, wait 24 hours, and then call back to *** to initiate all of this. He sent me an email in order to facilitate this.After a couple days, I emailed back ************** several times as he requested and received no reply. I called back to *** to begin setting up my new system. I was now told that *** was unable to initiate a plan for me because there was a block placed on my account my **************************. After five calls I was told by SafeStreets that this block is for 90 days, there is nothing *** nor SafeStreets can do.

  

  Business Response

  Date: 09/26/2023

  SAFE STREETS USA LLC
  *****************************************
   *************************
  ************

  
  Please forward this on to the correct company.

  

  Business Response

  Date: 09/28/2023

  Unfortunately, we do not have authorization to remove a hold on the customers account. This is a policy that is implemented by ADT to prevent other authorized dealers from poaching customers. If ADT wants to move forward in installing the system for the customer, they can remove the hold themselves,but will pay a fee to SafeStreets. 

• Initial Complaint

  Date:09/16/2023

  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.

  On July 8,2023 SAFE STREET installed ADT equipment at my home residence. Immediately following the installation, I experienced user and technical and issues. I contacted ADT customer service line but was transferred to SAFE STREET. SAFE STREET contacted the installer had already left the area and was unable to return on the same day. I was informed someone would reach out but when I hadn’t received a return call by Monday, 7/10/23, I called SAFE STREET and was able to speak with a representative to notify them of my desire to cancel and remove the equipment. The representative informed me of the cancellation policy and I mailed in the necessary cancellation request document. On 7/11/23, I received a phone call from the district manager, Elvis, who was able to resolve our concerns, he discounted the equipment from my previous payment of $1167.88 and refunded (debited my payment account) the amount of $517.55. I informed him I had mailed a request of cancellation, however was now withdrawing my request to cancel. He assured me he would make notation in my account and remove the withdrawl request once it was received at the office. On 8/9/23, my monthly payment was charged to my account and paid. On 8/19/23, I attempted to set my home alarm on my ADT app and was informed my account was locked. I was instructed to contact ADT. ADT transferred me to SAFE ST and I was transferred on my many numerous attempts to contact the company to reinstate the service. I was informed by ADT the request to cancel was initiated by SAFE ST. In addition, I received an email from SAFE ST on 8/31/23 stating I needed to schedule and appt to have the equipment removed or be charged a balance of $1088.84. I have been unable to reach a manager to resolve this issue that I believed was taken care of by ELVIS. I’ve already paid for the equipment and my only desire is to keep my ADT service. Why has my account been mismanaged? I feel SAFE ST had been negligent with my account.

  

  Business Response

  Date: 09/19/2023

  We understand the frustration
  the customer is going through and understand the error. As the customer mentioned
  the District Manager did in fact note in the account that the customer had
  decided not to cancel the account, but unfortunately it was overlooked. At this
  point from the information we have gathered, the customer can call ADT to
  reinstate their account or if they wanted to go through SafeStreets we would
  need to create a new account for them. Unfortunately, these are the options
  that are specified in the account. 

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the email correspondence I received from Safe Streets stated I had to return the equipment or pay the equipment fees (which I already paid for).  I should not have to pay any additional reinstatement fees nor should I have to begin a new contract. This issue (reinstatement) should be handled by SAFE STREET and I should not have to initiate a NEW ACCOUNT.  The management of SAFE STREET needs to correct the mistake they made. I have already spent countless hours on hold and transferred between companies. I do not wish to waste any more time trying to set up a reinstatement when I am not the one who cancelled the service to begin with. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 09/21/2023

  Because this was cancelled with ADT, the customer will need to reinstate through ADT. Unfortunately the only way that SafeStreets could help is by setting up the customer with a new contract and treating this as a brand new customer. We do apologize for the inconvenience the customer has experienced, and if it were in our power to reinstate and rectify the situation we would. However, the initial cancellation was placed by ADT and only they can undo it. We will email their leadership as well to see if ADT will look out for this account and reinstate when the customer contacts them. 

  Customer Answer

  Date: 09/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not get a response regarding my concern about the email requesting the return/uninstall of Safe Street equipment invoice (see previous attachments). I already paid for the equipment and did not break the contract due to gross error on your part. Since the equipment was discounted by your management and debited from my account in full,  I have satisfied the the full payment and should not be assessed/charged further for keeping the equipment. I will only be satisfied upon Safe Street and ADT waiver of fees for equipment and reinstatement charges due to Safe Street’s management error. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 09/25/2023

  The customer should not be charged anything extra regarding the equipment that was installed. There should be no uninstalling of the equipment as the ADT technician should be able to connect all equipment fine therefore it is equipment designed for ADT monitoring.  

  Customer Answer

  Date: 09/27/2023

  
  
  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:09/14/2023

  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.

  I originally signup up for adt when the sales rep came to my house on 7/20/23. At the time we had signed up for a doorbell camera, an outdoor camera, and a deadbolt lock. When the installation happened they installed a security system when we specifically said we didn’t want that. I proceeded to call the rep who sold us everything to cancel. He had told me not to cancel till they finish installing everything since I had a 6 month cancellation policy. And that nothing on our plan would start until everything was installed. A week passes and they never installed anything, so I call the rep back multiple times and leave multiple voicemails and he never returns a call. I then proceed to call the ADT support line to see if I can cancel. The first person I spoke with told me I wouldn’t be able to since I only had three days to cancel from signing. When the rep himself had told me nothing would start till everything was installed. I call the support line back a few days later and talk with someone who says I would have to talk with the district manager. I have called multiple times about trying to cancel and get in contact with the district manager but they won’t let me and say they are building a case for it everytime. I just want to cancel adt and not pay the cancellation fee because they had lied to me multiple times and never did what I asked for in the first place.

  

  Business Response

  Date: 09/14/2023

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  SAFE STREETS USA LLC
  **** ****** **** *** ***
   GARNER, NC, 27529
  ###-###-####
  Please
  forward this on to the correct company.

  

  Business Response

  Date: 09/18/2023

  After reviewing the customer’s account, we have asked for proof
  of evidence that the customer had called the sales representative to cancel within
  the 3-days right of recission and the details of that conversation, but we have
  not received such evidence. Our agents have also reached out to the sales
  representative to confirm if the customer in fact did contact them to cancel
  within the 3 days, but it was not true. We also informed the customer that we
  are willing to finish the installation as they claim it was not completed but
  the customer declined. Unfortunately, the customer called past the 3-days to
  cancel, since the customer signed a contract, they will be held liable for the
  early termination fee. 

• Initial Complaint

  Date:09/13/2023

  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.

  I needed to move so I called the customer service agent at ADT who took me through the cancellation process and we agreed to a specified end date of service. NOT once did anyone tell me I still had a contract balance because I was in a three year contract! I BELIEVED I WAS IN A MONTH TO MONTH CONTRACT LIKE SO MAY OTHER COMPAIES OFFER. When I called to cancel my service the ADT rep said "no problem" and said he would go ahead and cancel my service. I never was asked for money. I had already been set up for automatic billing so they could have easily just billed me if I owed them money. But they never did. No one said a word so I knew nothing about the three year contract.
  
  Almost a year later, I get a call from collections agency that my account was in collections. What? I was so surprised I thought it was a scam. So I called Safe Street USA to find out what was going on and no one would talk to me to give me information. They would just hang up! So I called ADT corporate and they told me I was in a three year contract. That was the first time anyone told me this. I was shocked and told them I would have been happy to transfer service to my new home had I known about the contract! In fact, ADT corporate reached out to me after my move and they came to my new house to give me a bid for new service!
  
  I have an 800+ FICO score and have NEVER been late on a bill in my life! And suddenly I'm in collections! I have a forwarding address in place. They have my credit card info., my phone number, my email an NO ONE from Safe Street USA told me about my contract and early cancellation fees, which they were legally obligated to!
  
  Per my lawyer, Safe Sreet USA was contractually obligated to send me a bill and attempt to contact me before sending me to collections and they did not. Now I have a mark on my credit report, and they are trying to bill me for services that were not rendered!

  

  Business Response

  Date: 09/14/2023

  Our Loyalty Manager is aware of the situation and is getting
  in contact with ADT account management team regarding the customers concern of the
  contract. Once we have an update we will then reach out to the customer for
  more information.