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

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

  
• 

  Safe Streets USA, LLC

  5305 Raynor Rd Ste 100 Garner, NC 27529-6997

• 

  Safe Streets USA LLC

  5 W Mendenhall St Bozeman, MT 59715-3565

  

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:09/08/2023

  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 was scammed by door to door home security agents working for safe street ADT. There lying about buying people out of their current home security contracts, promising cheaper prices, and selling your information to other companies.

  

  Business Response

  Date: 09/08/2023

  Upon reviewing the customers account, our management team had reviewed the Welcome Call with Ms. ******* **** and in that conversation it was addressed to her that she would be responsible for the cancellation with her current home security company and any fees associated with the cancellation, to which Ms. **** had acknowledged. 

• Initial Complaint

  Date:09/06/2023

  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.

  Around 06/23/23 I called ADT and spoke to Michael, an ADT sales representative. I explained to him we needed an alarm system ASAP due to the large increase in burglaries in our area. I explained to him I was a law enforcement officer and I had been investigating several burglaries and home invasions in the area. I made it very clear I only wanted ADT employees at my house and no subcontractors or 3rd party companies.
  
  I explained to Michael I wanted between 4 to 6 cameras and I also wanted to replace both thermostats. Michael assured be the ADT technicians would bring plenty of supplies.
  
  Michael set up the installation for 6/29/23. He told me he would call me if anyone canceled and could get me scheduled sooner. On 6/26/23, I received a call from ADT stating they could not make it on the scheduled date due to them over booking. They told me I would have to wait an additional 10 days which I told them was unacceptable. After a few phone calls and wasting about an hour of my time, they agreed to schedule it for 7/1/23.
  
  When the technician arrived he was by himself In an unmarked white Honda. He did not tell us that he worked for a different company. He did not have enough cameras or thermostats. He ended up drilling holes in the stucco of the house. He was here for several hours. We were glad he finished although the price was outrageous we agreed to it as long as we had a good system and cameras recording.
  
  In less than 3 weeks we discovered our main camera was not working and my house was not protected. I called ADT to get it fixed. They told me to contact Safe Street since they installed the equipment. I called Safe Street and they scheduled me 6 days out. On 08/01 late at night Safe Street said their guy got hurt and couldn't come until next week.
  
  I called ADT and spent 2 hours on the phone and was told a supervisor would call me back by 1 pm today but they did not call. My house is unprotected now and still ADT has not resolved it.

  

  Business Response

  Date: 09/06/2023

  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: 09/07/2023

  We do understand the customers frustration and upon
  reviewing the customers account, our District Manager for the area has been in
  contact with the customer to offer a 1-month rebate check for the inconvenience,
  also to send a technician to resolve the issue they are having with the cameras.
  The customer keeps declining SafeStreets assistance as the customer would only
  like ADT to resolve the issue. The customer is under SafeStreets’ 90-day
  warranty period until the 28th of September, after that ADT could
  assist them, but unfortunately would be charged a service fee in which the customer
  would need to discuss that with them. If they would like to proceed with
  SafeStreets assistance, please advise them to call our customer care department
  to resolve this issue at ###-###-####.

• Initial Complaint

  Date:09/05/2023

  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.

  ADT alarms promised ***** and ********* **** (2) months of rebate for an inconvenience, as of this date, ADT alarms has not honored their agreement. We have reached out to ADT on several occasions, we were told that the check was mailed on June 5, 2023, we never received the check, on another phone conversation, ADT told us that they had the address wrong and that they would reissue the check, this conversation was at the end of June, I have spoken with ADT reps on several occasions to only get another excuse. I spoke with Mr. Anthony C****** a district manager for ADT on several occasions and was promised that the matters would be resolved but it has not been resolved. I contacted ADT customer service on last week and was promised that the ADT district manager would contact me within 24-48 hours, that was on last Tuesday and they refuse to contact me, I even called Mr. C****** personal phone number which is ###-###-#### and he has not returned my calls, we would like for ADT to honor their agreement. ADT withdraw their monthly fees out of our accounts monthly, they even told us that we needed to upgrade the security system, which we did which cost us several more thousand dollars then they initially discussed.
  We have also had the ADT technician at our home on several occasions to work on the system which we have only had since Ma5/18/2023.

  

  Business Response

  Date: 09/07/2023

  After reviewing the customer’s account, the check was re-sent
  in the beginning of last month, August. The customer should receive it within the
  following week or so. We have asked our costing department if they could confirm
  when the check has been cashed. If the customer has not yet received the check in
  the time mentioned please advise them to contact our customer care department
  at ###-###-####.

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We have not received a check from ADT alarms as of 9/7/2023 and this should not take this long, we have been waiting for this check since May, 2023 and was told that it was mailed on June 5, 2023, it appears that this company does not honor their word .
  
  Sincerely,
  
  
  
  ***** And ********* ****

  

  Business Response

  Date: 09/11/2023

  A check was sent to the customer on 6/9/2023. We have followed up with our accounting team as the check should have arrived not longer after it was sent, they said the check has not been cashed yet so a new check is being sent out to the customer. 

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This matter should not have taken this long, we only received a speedy response from ADT once we contacted the BBB, prior to contacting the BBB, ADT gave us the run around and refused to respond to our phone calls, we are extremely dissatisfied with ADT alarm company, After the response to BBB on last Thursday, ADT decided to overnight a check to us via Fed Ex which we received this past Saturday, we believe this is the only reason they chose to do the right thing.
  
  Sincerely,
  
  
  
  ***** And ********* ****

• Initial Complaint

  Date:08/31/2023

  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 am a customer who had wanted to purchase another outdoor camera. I wanted to get on a five month payment plan of which the camera is 399.00 of which the total would have been 420.00 I spoke to Efphram who identified himself as a manager. He told me that it would cost me a total of 500.00 because they have a minimum on their payment plans so I would have pIya extra 80.00 for something that I did not have. I called back and was hung up on the customer service representatives had smart attitudes and would refuse to let me speak to any other managers they connected me to ADT instead when my account is with them Safe Streets.

  

  Business Response

  Date: 09/01/2023

  To get on a payment plan with SafeStreets the minimum amount
  would be $500 or more because the amount of the product the customer is wanting
  is less than the minimum, they do not qualify for a payment plan. About wanting
  to speak to a manager, Ephraim was the only one on the floor at the time qualified
  to discuss any matters with the customer. As far as transferring the customer
  to ADT I will address this with our management team to better assist the customer
  properly. 

• Initial Complaint

  Date:08/31/2023

  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 June 29th I went to set up service. They informed me there would be a $99 fee that would be ran on my card. I said I would like to wait then and I would call them when I was able to pay it. They told me not to worry about it, and they would just run it the day of set up. They ran it anyway which put me in the negative. They apologize and offered to give me two months of service free. I have since tried repeatedly to get that money back. Every time they tell me they are waiting on Costing. They could not tell me when I would get that credit and have since charged me for both months. After calling for 3 weeks, I asked to cancel since they couldnt uphold the promises they made me, they offered to cancel by service at a charge of $1200. At this point, I should be able to cancel free of charge since they did not uphold the promises they made. This doesnt include that the installer ran by credit for $10,000 after I specifically asked him if my credit was going to be pulled in which he responded no.

  

  Business Response

  Date: 08/30/2023

  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: 09/05/2023

  The customer has been sent a check that would cover the 2 months as of 7/24/23. If the check has not arrived, we would ask the customer to please call our customer service line, or let us know here that the check has not been received.

• Initial Complaint

  Date:08/30/2023

  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.

  We moved into a house as renters in September of 2022 SafeStreets was going door to door and the salesman found us. They gave us their spiel and when we told them we would only be here for a year they promised the deal was only for a year and no more. The salesman did not state at all there would be a two year ADT service after our year with them that we cannot get out of without paying $1300. We were not made aware , somehow they produced an electronic signature on a electronic contract saying that we agreed to two years after that , we signed something in an iPad as the salesman told us that was only for the deposit and the items we purchased for our security , I never would have signed a three year contract as that would not have made any sense logically. Upon calling the ********************************** we were treated very rudely , the people on the phone were brash , conceited and plain rude , it was almost as if they enjoyed treating us unfairly and with contempt and disrespect , as soon as I mentioned legal proceedings they quickly said since youve mentioned legal pwe cant talk anymore *** just hung up on me ! What are you hiding SafeStreets !!?? This is predatory at best on the side of both SafeStreets and ADT

  

  Business Response

  Date: 09/01/2023

  After reviewing the customers account, they had called in 5 times on Aug 29, 2023, wanting to cancel. The customer was informed of the early termination fee of the 36-month contract, the customer was under the impression it was only for a year. The customer then got upset regarding the information given to them, threatened to report the agent, take legal action,and kept disconnecting the call when they did not agree to the information given.When customers speak of taking legal actions, company policy is to disconnect the call for liability reasons on both parties Customer then called back again was informed of the length of the contract which they agreed that they signed but admitted to not reading it. The customer was given a price which was much lower than the actual price but refused to pay the amount. If the customer would like to go through ADT to resolve this, please advise them to contact them mid-November as they will continue to transfer the customer to ************************** before that time.

• Initial Complaint

  Date:08/25/2023

  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 purchased a home with an *** system installed, with the extensive system conveying with the price of the home. I called *** several times in order to check prices and arrange setup. After three calls to ***, I attempted to arrange install upon closing and move-in.Upon calling back to ***, I must have been somehow transferred to an SafeStreets *** as an *** Authorized Retailer, unbeknownst to me. Much like the prior salespeople, there was such extensive pressure and unprofessionalism, and I was eventually quoted an install price 4x higher and a monthly price 25% higher than previous quotes, with the salesperson assuring me that the price would only continue to go up if I were to hang up the phone since I had already called so many times without committing to a plan. I reluctantly arranged install at a $99 installation fee.After this call with SafeStreets *** (again, unbeknownst to me, as I thought I was talking to ***), I was notified that the original listing **** Estate agent on my home previously owned the *** system and I would need to transfer the system instead of arranging a new install. After some back and forth, we identified that I had initiated the prior install with SafeStreets *** and not *** Corporate and that, the system would need to be transferred to me. *** assured me that the prices I was going to be paying with SafeStreets were certainly too high and that there would be many errors in the install since I only needed the system transferred. I decided to cancel my plan with SafeStreets and resume my former initiated plan.I called back to *** Corporate to resume setting up my new system and was now told that *** was unable to initiate a plan for me because there was a block placed on my account my ************************** and I would have to call them to resolve this. After five calls, I was told by SafeStreets that this block is for 90 days, there is nothing you can do, and my equipment that is purchased, paid for, and belongs to the home, is useless.

  

  Business Response

  Date: 08/28/2023

  Unfortunately, as an authorized dealer for ADT we have no control over the holds on accounts. This is an ADT corporate policy that is in place in order to avoid taking on or acquiring customers unfairly among ADT dealers. ADT is more than capable of moving forward to installing a security system for this customer but in turn they would pay a penalty to SafeStreets. The customer would need to get in touch with ADT regarding this if they would like to get installed sooner than 90 days.  

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20520747
  
  This is the third time the story has changed between an ADT Authorized Retailer and ADT Corporate, with both entities pointing fingers at the other.  ADT Corporate ensures me that SafeStreets has the authority to lift the hold, and now SafeStreets brings up this new information that ADT could lift it by paying a penalty. 
  

  Let me be clear that this is the most unprofessional, predatory, and mismanaged company with which I have ever dealt.  I have never left a BBB complaint and I doubt I will ever again, but this one is quite deserving. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/23/2023

  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.

  On 8/17 a salesman came to sell ADT service thru a 3rd party Safe Street. The very next day I called with an issue of the service not working properly and how I was promised, I wasnt given a appointment for a technician to come 3days out where I wouldnt be able to decline the service if I was no longer happy. I explained thats wont be acceptable because Im aware of this clause and wouldnt be able to cancel and if they cant come sooner they can go ahead and cancel the service. Magical they had appt for the next day. As the technician was leaving the problem occurred again. He was kind enough to stay until it was fixed. Today 8/24 I called to cancel cause I noticed the problem occurring again. After speaking to a floor manager by the name of Coa he rudely ignored the issue and information I gave him and hung up the phone. Thursday was the day of installation, Friday was the reserves day. If I have 3 business days on the 3rd I shouldnt be treated like Im locked into something I clearly was trying to get out of if I was still unhappy and aware of the rules. I simply just want to cancel the service. You guys can have everything back just dont want any business to do with safe street or ADT.

  

  Business Response

  Date: 08/24/2023

  Unfortunately, at this point the customer is outside of their 3 days right of rescission where they could have cancelled without penalty. The customer mentioned that they were aware of this,and the customer should have been given the Notice of Cancellation where it informs them of the last day to cancel if they wish no matter the situation, the date does not change if there are any issues. If the customer would like to cancel,they would need to pay the early termination fee. 

• Initial Complaint

  Date:08/23/2023

  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.

  Date of transaction 06/13/2023. I was approached at my home by a sales rep for Safestreets USA about upgrading and changing my home security provider. I told them I was already in another contract with Safehome Security and the only way I would switch is if they could find a way to get me out of said contract. Sales Rep said it wouldn't be an issue, even after I kept asking to be sure. He said that Safestreets would only need a copy of my contract with the account number and they would notarize paperwork for me to give to Safehome. I accepted that agreement, but when I was asked by a different rep over the phone about having a security system, sales rep convinced me to lie saying no, to save him paperwork on the disposal of my old equipment, but the cancellation of my old system would still be taken care of. So, after getting my contract from Safehome security and sending that information to the sales rep, I never heard from him again. It took a couple weeks before I was finally able to get the information to contact Safestreets about cancelling my previous contract. They provided me the info I needed to send them like it would not be an issue. So, after more time of trying to get that info from my old company, which they were very reluctant to do, I turned in all the information to Safestreets. Then once again I never heard anything for almost 2 weeks when it was only supposed to take 2-3 days. I called them again and they told me that they rejected it since I said I didn't have a system. When I told them what happened they said that the sales rep never said anything about the cancellation of contract, even though I have the email and my spouse as witness. So, now they are telling me that I can't cancel the contract without having to pay $2000 since it's past the cancellation window, even though they have drug this whole ordeal out for almost 3 months. I hope to get this resolved without further issue because I can't keep paying for 2 security systems.

  

  Business Response

  Date: 08/30/2023

  We do apologize for the lengthy wait to respond as we were trying to review the account and get in touch with the sales representative and their management team. It was brought to our attention that unfortunately the offer for the buyout was not offered. According to them they will be sending the recorded call to the Better Business Bureau. 

  Customer Answer

  Date: 08/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: given the response received, they have not offered a resolution yet. Though from the way it is written they will not accept my complaint given the evidence I have provided. Therefore more action should be taken. They have multiple conversations they can provide to the BBB showing that I have been dealing with this for too long.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/01/2023

  We did happen to review the welcome call for Mr. *******
  ****** and toward the end of that conversation, the agent did ask if the
  customer had an existing alarm system in the home and the customer response was
  no. If this was brought up and the sales rep was made aware we can see where
  they could have possibly been offered a buyout, but since the customer
  responded no to having an existing alarm system the customer does not qualify
  for the buyout. 

  Customer Answer

  Date: 09/05/2023

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

  Once again, I understand I said "no" in the welcome call but that was under guidance, by the sales rep. Who told me to say no to avoid 'disposal of equipment paperwork' as he put it. My spouse is witness to all of this. I had repeatedly talked to him about getting out of my contract with my other security company and he kept telling me your company would provide a notarized letter to send to the company. I never received that letter after I sent the copy of my other security contract which is why I had figure out who to contact on getting this paperwork moving. I am not making this up because I had no idea about buyouts or cancellations until I had talked to the sales rep. Who, once again, repeatedly reassured me that we could get out of our previous contract with no issue. Had I of realized he was that dead set on making the sale (and make me lie to save you money) I would have not done any of this in the first place. I just want to have this buyout happen or they allow me to cancel this contract and loan for the equipment because I have been strung well passed the cancel window and I cannot pay for two systems. That's all I ask. I provided the e-mail correspondence already which shouldn't exist if I wasn't going to be offered a buyout or some kind of cancellation. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/08/2023

  As of now the only information we have is that the buyout was not offered. This is based off what the sales rep has told us and whatever the truth may be, we cannot proceed off hearsay. Whether or not the customer was told to lie cant be proven and we are currently working with management to see if any special cases can be granted here; however, we can make no promises of what will be the determined course of action. 

  Customer Answer

  Date: 09/08/2023

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

  I am keeping my complaint open until they can come to their decision. If we can still not come to a resolution, I will be forced to go to the Indiana Attorney General to continue this issue.

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

  

  Business Response

  Date: 09/13/2023

  Unfortunately we were unable to get a buyout approved by the sales manager. If the customer would like to pursue legal action and bring their case to the attorney general, our legal team will be best equipped to handle the case and the reoslution can be found between the AG and our legal team. 

  Customer Answer

  Date: 09/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is unfortunate that it has come to this point. I have filed with the Indiana Attorney General and will be seeking representation in the near future.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/22/2023

  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.

  Hello I pay $62 a month for a security camera and alarm. It hasn't worked since i got it 18 months ago. I have requested service after my car was broken into, my house egged & when my towns police department asked to see the footage because my neighborhood had a homicide. The system does not work and I don't feel safe with it and they refuse to come to my house to help fix it without charging me a hefty fee. I have ***************************************************************** & my kids. I don't mind paying money for security alarms and cameras but this system does not work at all. I was scammed into a third party for ADT. To cancel i will owe $800 to them. I think they owe me that for the trouble I've had with it.

  

  Business Response

  Date: 08/24/2023

  Upon looking into the customer's account, the first time they called with any issues regarding the home security was this year in June, which at this point the customer is past her ****** warranty period, After the 90-day warranty there is a service fee that would be charged if the customer may encounter any issues with the system.The customer was informed of the service fee in which they declined to pay to have a technician go out and see what is wrong with the system. If the customer somehow changed internet providers or password, they could call into our In-House-Technicians who can attempt to reconnect it to the Wi-Fi, at **************.