Complaints
This profile includes complaints for Safe Streets USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 422 total complaints in the last 3 years.
- 88 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/23/2024
Type: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.
Our outdoor camera has not worked in almost a week. We called AdT initially to get assistance with getting it back on line. We were told it was the cold weather and when the temperature was warmer it would begin charging the battery again - although this is a hard wired camera. Once the temperature increased the camera was still not working . When we called again the *** we were told that SafeStreets would need to send a service technician to service the camera. SafeStreets says its out of warranty and *** must service the camera and therefore cancelled our service call. We have gone back and forth with SafeStreets and *** and everyone is refusing to assist us. SafeStreets installed and owns the contract according to ***. We have had these cameras since August of 2023 and are more than frustrated - after approx 10+ calls we still have no resolve. We cant even cancel according to *** because SafeStreets is the owner. I need this camera fixed or come out to remove them and let us out of our contract . We are paying for something we CANNOT USE and cannot get FIXED !
Business Response
Date: 01/25/2024
We do see that the customer was helped and is scheduled for January 29, **** between 8am-12pm to have issues resolvedInitial Complaint
Date:01/19/2024
Type: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.
Complaint: 21159604
I am rejecting this response because:
Sincerely,
D *****************************to the alarm issue and my home issue? The tech came back to my home the following week with a panel and had "dot com" and his manager on a conference call for two hours. The brain of the panel was downloaded to them as they requested and the panel was changed out. A week later I called to request how the investigation was going and no one seem to know what I was talking about? I repeatedly called ADT and was given info that there was no investigation being done as to the alarms at both my son and my home! We sold our condos and moved out of the Midwest. I still communicated with them regarding this matter and was put off over and over again? I called headquarters on 12/14/23 and spoke with ***** about my issue and requested to be release from the contract she agreed. I spoke with Supv. Rod after ********** harassed me about the balance. He told me that I had been release from the contract and a case file was #********, or ********. Now I am being harassed by Safestreet.Business Response
Date: 01/18/2024
The customer entered into a contract with the following company who handled the sale and installation of the system.
SAFE STREETS USA LLC
***********************************************-2685
************
Please forward this on to the correct company.Business Response
Date: 01/19/2024
We are having our Relocations manager looking into this who will get in contact with ADT for more information regarding the customers complaints. Please give us ***** business hours to get a response from ADT.Business Response
Date: 01/25/2024
The customer does have an account with **************************, the reason for not getting a hold of the Cm with the time provided is that we have not received an update or a response from ADT.SafeStreets hold the contract for one year and all customers who are wanting to cancel within that year would need to contact SafeStreets to either pay balance of contract for early termination as mentioned in the contract or be released under our guarantee if the customer qualifies. Here is the last email that we have received from ADT upon our request to assist the customer:
Good day,
We have received your request to pull this call and has submitted it to management. Please also be advised there are no ETA's on these as they at times can take long periods to find the calls the more information received the faster the results. We will reply back once the call research has been completed. You can also check portal for updates.The Relocation manager will request an update to get more information from ADT.
Customer Answer
Date: 01/31/2024
Complaint: 21159604
I am rejecting this response because:I reject Safe Streets response to my complaint because: this pattern of stalling and games played from these two companies with me is the reason I filed this complaint with the BBB! First of all, I began my services in November of 2022, I was paying monthly till about July of 2023, I sent six months of payment to ADT which clearly took me out of Safe Street contract...the first year, my account then was transferred to ADT after my November payment that was sitting in my account to be applied. That is why each Safe Street representative stated that I was with ADT, this was back and forth in three phone calls to ADT. I then spoke with ***** at headquarters of ADT who said that the contract would be closed and no further payment was needed. Thereafter, I spoke with Supervisor *** on or about 1/3/24, he assured me that the notes were added in a file created by ADT case # ********, and
that the balance is zero, also that representatives weren't reading his notes, he clearly apologized for my loss over and over as he listened to me. He also stated the account would be closed on 1/13/2024, thirty days after closing out my account...I sold my condo on 12/12/2023. Recently on 1/16/24, another representative told me that she found the case file that I spoke of accept it was off by one number, stating that the case number is now ********, I don't trust that this had changed so I kept both case file numbers? Why these two companies are not giving correct information out at this point and are still stalling is unknown. What I can say is that this is a travesty to lose your son and not no why and have a company that we entrust with our safety is unacceptable and unprofessional to say the least, I can't EVER trust them again. I will continue to voice my truth about this
complaint, and how I am being treated. It is not OK to go through what my family and I endured!
********************************Business Response
Date: 01/31/2024
The customer would need to send this complaint to ADT corporate for the reason being that the customer was informed by their representatives of their account being cancelled and the customer would not have a balance. **************************************** will release the contract to ADT after a year and since that year has expired, ADT would need to assist the customer in getting their account resolved and provide them with the information that was sent in with this complaint. ADT will be responsible for the cancellation and the information that was exchanged with the customer.Customer Answer
Date: 01/31/2024
Complaint: 21159604
I am rejecting this response because: as noted this complaint was against ADT; when I initiated the complaint. I knew that Safe Street did not have this contract, but this is how they do business. By shifting the contract back and forth. It was ADT who approved ending the contract and not Safe Street, my payment was through Dec 2023. My contract should have been canceled on 1/13/24. I am requesting that ADT keep their word as they indicated to me in Dec and January 2024. I don't want to be continually harassed by either of the two companies. I want them to honor my request as they told me on 1/3/2024, closing the account with a zero balance. Thank you
Sincerely,
D *****************************Business Response
Date: 02/02/2024
We would advise the customer to contact ADT account management to confirm the cancellation process and to provide them with their ADT case number so that their cancellation can be rectified. The only thing at this point that SafeStreets can do is to create a case complaint regarding the cancellation request being submitted in December by the customer.Customer Answer
Date: 02/06/2024
Complaint: 21159604
I am rejecting this response because:
I phoned ADT at 9:30am on 2/5/24; as noted in Safe Streets response to inquire about confirming the cancelation process, I provided the case number and was told that ***** would reach out to me. No return call was received, I called ADT on 2/6/24, requesting Supervisor Rod, I was told that notes had been added to the account and that Safe ********************** has the contract and I injected that on 1/3124, Safe Streets responded to my complaints here stating that ..."Safe Streets will release the contract to ADT after a year and since that year has expired ADT would need to assist the customer in getting their account resolve" also that ADT will be responsible for the cancelation and the information that was exchanged with the customer. Again, this is back and forth failure to respond to this complaint. This has been going on for two months whereas no one is committing to addressing this complaint appropriately. I reject this response once again for failure to be professional in resolving this issue, just as they did in the alleged investigation into the alarm going off and my son found dead, on 9/25/23, my event history stopped working on 9/26/23, alarm going off at 4isham and police at my door. Messy and poor service repeatedly from ADT? This is unacceptable!!!
Sincerely,
D *****************************Business Response
Date: 02/10/2024
We have created an ADT complaint case to have the customers account looked at and reviewed. We do advise the customer to also create a ******************** complaint directly with ADT to rectify their issue if they have not done so.Customer Answer
Date: 02/12/2024
Complaint: ********
I am rejecting this response because: my issue has been resolved with ADT. I emailed ***** regarding the conversation i had with *****, a ADT Senior Manager on 2/6/24...please see below.Good evening TMatlock,
I am happy to report to you that on 2/6/2024; I called ADT ******************* and ask for an account manager to rectify the ***** of my account as they promised. I spoke to representative ****. He told me thT manager will call me bavk in one to two hours, regarding my BBB complaint. Thereafter, i received a call from *****, from the senior management
Team, I had the opportunity to tell her everything that transpired ...she apologized for what I was put through and the loss of my son, I gave her my case file numbers (******** and ********) she verified that the account has a zero balance and that she would be sending a text to Safe Streets requesting that the phone calls stop and that the account is zero balance. She assured me that this complaint has been resolved and nothing is owed on this account. Thanks to the BBB for your assistance in helping me with my complaint that was unfounded.
D. ***************************;
Complaint # ********
Sent from Yahoo Mail on Android
Show trimmed content
Sincerely,
D *****************************Initial Complaint
Date:01/17/2024
Type: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.
Complaint: 21157010
I am rejecting this response because: The technican never left the tools. He accidently took them away.
Sincerely,
*****************Business Response
Date: 01/19/2024
When did the customer notice that this item was not in the box the doorbell came in? There were no calls from the customer within ********************************* warranty period with any issues or with not having the tool for the doorbell camera. If the camera needs to be charged, they can also use a flat head screwdriver and a USB-C cable to charge the camera. If not, they will need to call ADT to render assistance as we no longer have access to the customers account to service.Business Response
Date: 01/25/2024
Unfortunately, the customer would need a flat head screwdriver and USB-C to charge the doorbell camera, as we are unable to retrieve the items from the technician due to it being roughly 6 months to which one can only assume that the technician no longer has the item if in fact, he took them. All other services as mentioned would need to be rendered by ADT.Customer Answer
Date: 01/26/2024
Complaint: 21157010
I am rejecting this response because: The Technician leave everything else, but took away the charger and opener. I did not have to call them because these were not needed until the sensor was failed and I need to open it. Due to the fact above, I had to pay ADT $57 for an onsite visit, and therefore I asked Safestreet to refund me this charge. They sold my service to ADT, but ADt told me safestreet is still responsible for the first year. I am not responsible for any disagreement between these two companies.
Sincerely,
*****************Business Response
Date: 01/29/2024
Unfortunately, SafeStreets is only responsible to service the customer within the ****** warranty period, any issues after that ADT would render service t0 the customer if they need it. We only hold the contract for a year as it has been with the our relationship with ADT corporate. ADT will charge a service fee to customers for services that were completed as we do not have any involvement with the charges they apply.Initial Complaint
Date:01/16/2024
Type: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 are also both on disability and elderly. I believe we were misled by the young rep that sold ** on adt. We were not fully informed of product and service charges when their equipment never worked properly to begin with and has just gotten worse and less reliable with cold weather
Business Response
Date: 01/16/2024
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: 01/19/2024
After reviewing the customer account, we do see that they called in within warranty regarding panel and sensor issues and they stated that cameras are still working, in which a service was schedule for June 14, 2023. The technician was able to resolve all issues that day with no mention of cameras not functioning properly. If the customer needs assistance with issues they are having, they would need to get in contact with ADT directly to have them render all services, as we no longer have access to service the customers account. Please see attached.Customer Answer
Date: 01/19/2024
Complaint: 21146937
I am rejecting this response because: we have called the *** number MULTIPLE times!! They will send someone out for a charge!!not paying ***** for equipment that hasn't worked properly since we got it. Also main board quits occasionally and we have to do what they did when they came out shortly after installed..pull frig out, unplug main power for box, wait a few minutes, plug back in , put frig back, put main board back together too reset everything. And guys had problems getting door camera to work also but said couldn't do anore unless we moved our Internet box. And I received message again just this morning about too cold for camera to work properly
Sincerely,
***************************Business Response
Date: 01/24/2024
The customer has not contacted ************************** since June 2023. They did not let us know that there were any problems and the technician that we sent out was told the issues had been resolved over the phone. The customer will need to contact ADT to get tech support on the equipment since SafeStreets was not made aware of any continuing issues while they were still in their service period with us.Customer Answer
Date: 01/25/2024
Complaint: 21146937
I am rejecting this response because:There is no point calling anyone as their only response is to do we they told us over phone and unplug . We shouldn't have to constantly be pulling frig out to unplug, taking thing apart on wall. We should be able see camera on door which never has worked correctly but when we have called previously all they say is would have to pay ***** for tech come out. REFUSE to pay for service call on equipment that doesn't /hasn't worked/been reliable since installed.
Sincerely,
***************************Business Response
Date: 01/29/2024
The customer, as mentioned before, only called in to state they were having panel issues in June in which they were within their 90-day warranty period and with no mention of having camera issues in fact they stated that the cameras were functioning. This was the only time the customer called and there was no further contact from the customer. The customer would need to call ADT to render future service for the customer as it is past the warranty period with SafeStreets, and we no longer would have access to their account for service.Customer Answer
Date: 01/30/2024
Complaint: 21146937
I am rejecting this response because:We have called multiple times!! We just get run around. Told to call ADT. ADT says call them...back and forth. Last attempt to ADT was told would cost 65 dollar service fee!! Not paying service fee for them to figure out their inept equipment!!! Allready pay them 69 dollars a month for "service"!!!
ANYONE thinking of ADT DON'T DO IT!!! Don't get caught up in their scam with quick talking kids going around selling you making you what sounds like great deal..just to be stuck with crappy equipment and run around!!! SHAME on you ADT for taking advantage of elderly on fixed income!!!??????
Sincerely,
***************************Business Response
Date: 02/02/2024
SafeStreets last call from the customer was on June 13th for a service appointment and service was rendered with issues rectified and no other calls were received from the customer with the warranty period. Please advise the customer they would need to pay the service to ADT to rectify all issues as they are only being charged for the monitoring services.Customer Answer
Date: 02/05/2024
Complaint: 21146937
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:01/16/2024
Type: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.
The unit that was installed at my mom's residence has never worked correctly. Since it was installed and now, I have to pay for a ADT technician to come out and repair the unit every two months or so. The unit stopped working within two weeks of being installed and this has happened at least 3 more time since then. The unit is not a year old, and I'm being charged for repairs on a unit that is not even a year old. I have made at least 20 calls to Safe Streets and ADT to get resolution and they just keep sending me to the other party. I would like to have the entire system removed and be refunded the equipment cost of the system, that has never worked correctly from day one. I keep getting told it is past the time and they can't do anything about this. This is wrong in all aspects because the unit had problems from the beginning. I'm tired of the run around and I just want the money back for the faulty unit they sold us and have something installed that works correctly.Business Response
Date: 01/19/2024
We do see that the customer called within the warranty stating that they were having issues with the panel. A technician was then scheduled on May 28,2023, to resolve the issue in which it was. There were no calls from the customer afterwards.In the meantime, the warranty period had ended when the customer called again in October with the radio not responding and was transferred to ADT for assistance.Since the warranty has ended with the customer and ************************** had rectified the issue in that time, all future services would need to be rendered by ADT directly as we no longer have access to the customers account to serviceInitial Complaint
Date:01/07/2024
Type: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.
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ******** should have hard wired. I also have text messages discussing with the technician and dealer that I did not think the camera was hard wired and was assured over and over that it was.Business Response
Date: 01/11/2024
After getting some clarification regarding the cancellation
request from the customer, looks like the customer was upset that a third camera
was installed and was considering cancelling. The sales representative
contacted the customer and was willing to collaborate with them by removing the
camera and not charging the customer for it. The customer was ok with this and
continued the services, but a few days later again they decided that they wanted
to cancel but at this point they were outside of their 3-days right of rescission
in which they were aware of as they mentioned this to an agent via a recorded
line. If the customer wants to cancel, they will need to contact our customer
care department to explain the early termination fee, or if they are having
issues with the system, they can call ###-###-#### to schedule a service
appointment.Customer Answer
Date: 01/12/2024
I did speak to someone at Safe Streets who informed me that I canceled within the 3 day window and someone would be contacting me in 24 to 48 hours to complete the cancellation process. I never received a call back and call the company several times and received the same statement regarding cancellation. The statement regarding the cameras is totally untrue and has nothing to do with the cancellation process. The camera situation happened on the day of installation, the representative, Jonathan said technicians would be out shortly to install my system with the panel, door sensors, window sensor, a doorbell and a camera. The technicians arrived and installed all that and an additional camera. Jonathan called me later and said they installed an extra camera by mistake and told me they would come back shortly to uninstall the camera. I was not upset because of an additional camera. Once the technicians returned they uninstalled one camera but also unplugged the remaining hard wired camera. I spoke to the technician and representative letting them know my camera was no longer hard wired but they assured me it was. Due to all the issues I contacted safe street within the 3 days to canceled service. Customer service reps stated several times I canceled within the 3 day timeframe. I continued to call the company regarding the call back to complete cancellation and I never received that call. After reading the response regarding this complaint I called the company today and the C.S service representative apologized for the miscommunication and stated he’s not sure why no one returned my call because this has been going on for almost a month and that they would look into the situation and given me a call back on Monday.Business Response
Date: 01/12/2024
Looks like the customers is being released from contract after a second look into their account. A system removal has been set for January 13, 2024 between 4pm-8pm.Customer Answer
Date: 01/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********
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