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:06/22/2023

  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.

  Safe streets representative told me in front of a witness that my bill would be *****. Prior to signing the contract I told the installer that the contract said the incorrect price. He told me do not worry about it. Now I get a bill for *****. My parents were going to sign but said they were fraudulent. I text the representative and she says oh I see where the confusion was at without the cameras its ***** and with them it is *****. This was never explained. Not only am I not paying for this. They can come and get their equipment. I am also reporting them to the department of consumer affairs and launching a class action lawsuit. From the reviews I read they are doing this to several people.

  

  Business Response

  Date: 06/26/2023

  The customer signed the contract that had the price of $69.99. The contract was sent to the customers email and thus it had to have been signed by them. We had the customers sales rep reach out to her to explain this but the customer began cursing and threatening the sales rep. ** the customer is indeed filing a lawsuit, they will need to contact our legal department to resolve this from here on out. 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20219472
  
  I am rejecting this response because: they are liars and I have evidence of the employee stating it should have been $49. I have already reported them to BSIS and I am not contacting their legal department when I have my own lawyer. I will not be paying them anything.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/20/2023

  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.

  Can we please do something about the customer service. My experience has been nothing but VERY stressful and close to heart attack like experiences. First, I didn't know it was not going to be someone other than ADT coming to install my equipment, so it was Safe streets I guess, long story short, I got the security and the doorbell camera. I was also told I was only in a two-year contract (due to the cost of the equipment, which was cheap by the way), not even two weeks later my doorbell and camera stopped working completely! So then, I was back and forth between both companies for several hours, several days, both not wanting to help me saying it was the other one's problem! I finally talked to someone who got someone out (who I had to end up paying for!) and said they cannot help me, and I need to hire an electrician. So of course, I am very upset that I even went through with all this so I just asked them if I can get out of the contract then because of the horrible experience (on top of extremely rude customer service) I have asked to talk to managers and they were supposed to call me back on several occasions and never have and they pretty much told me to F*** off and they only took my bill down 9$ for the camera! And I am in a 36-month contract!! I am beyond livid and want to warn others!!

  

  Business Response

  Date: 06/20/2023

  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: 06/21/2023

  We would like to apologize for the inconvenience this customer went through. The customer mentioned having issues with the camera two weeks after install unfortunately there is no documentation with said issues in the customers account. As I have reviewed the customers account the first time this customer got in contact with ************************** regarding any issues was in February 2023 which is past the 90-day warranty period we provide, after those 90 days ADT would need to service this customer with any issues they may have with the system. Our agents are trained to distinguish this and pass any information needed to the customer and transfer them to the correct department with ADT nonetheless this seems like this was an issue under the responsibility of ADT. 

• Initial Complaint

  Date:06/01/2023

  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.

  they never finishned job said they would come back when construction was done. We Told them it would be 90 days. They said fine. We called them and they said too late call adt we did we paid them $2000 to come back. We also were told batteries were under warranty. We had house prewired before with adt and they said this was better. It turned out batteries were not included. Was told to buy merchandise on line and to call adt to add to system but but adt refused

  

  Business Response

  Date: 06/01/2023

  The customer did not call in to us and it has been a year and a half since they had the system installed. Everything that the customer was charged for shows as installed on our end. At this point because it has been over a year, there is not much we can do as far as services go, and customer needs to speak to ADT. 

• Initial Complaint

  Date:05/22/2023

  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.

  ADT/Safe Streets has over charged my account and erroneously over billed me for equipment that they said came with the package. I am totally dissatisfied with the service its not what I expected. The company bombards, bamboozle, and overwhelm you to buy their products until you give in. I feel like I have been robbed.They wreak havoc on your bank card and hide. I have contacted corporate and was told that I should have a call back in 24 to 48 hours. Needless to say, that hasn't happened.

  

  Business Response

  Date: 05/22/2023

  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: 05/22/2023

  We have on a recorded line, the customer agreeing to pay for the additional equipment. If the customer was not wanting to purchase it, they could have let the technician know, or let the agent who did the call to confirm the details for financing the extra equipment, know that they did not want it. At this point the customer will be responsible to pay for the extra equipment. However, the customer was charged $175 twice accidentally for a ****** doorbell and that will be either refunded or the total cost will spread across their 12 month payment plan. For any details and updates regarding that refund the customer may call in at ************ and we can let them know the status of this. The refund request was just made today, so it is advised that the customer give it a couple days so our accounting team can have a chance to process the request. 

• Initial Complaint

  Date:05/18/2023

  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.

  My car and wifes car were broken into. Shortly after, a guy claiming to be ADT came to my door offering a deal for an outside camera with 24/7 surveillance. I was ok to do it since ADT states that if unhappy with the service then I will be refunded as long as it was within the 6 months. 2 weeks later, someone came at night and broke into my car. My neighbor then told me that he saw a guy walk up my driveway and rummaged through my car for 10 min., then left. I look at my ADT app to look through the videos and there were no videos of this man or the event, but my car was clearly ransacked. I call ADT and ask what happened and why I don't have video, also asking if they did. They said they did not and sometimes the camera has a delay. I explained that my car is directly infront of the camera and should have easily picked the motion up. They said there was nothing they could do, so I said I was unhappy and wanted to cancel my ADT system. They told me for the first time that it was done under a 3rd party and was not ADT (how am I supposed to know that, when the gentleman who came to my how said he was from ADT and wore an ADT shirt). Within this 3-5 day dispute over the phone, I specifically told them that I did not want my service canceled if I had to pay the remainder of the contract and that with the way they misrepresented themselves that I didn'tfeel like I should be liable for this contract. Without my concent they then sent a request to Safe Street (3rd party) to cancel my service. A few days go by and my app was not accessible. I then wait for a bill (which did not come), thinking that maybe they did honor my request and voided my contract. A few months pass and I received a letter in the mail from a debt collector from the 3rd party. I called everyone and ADT then promised there would be no debt if I renewed. So I was in the process, but called Safe street today and they said I'm still under collections.What can I do?

  

  Business Response

  Date: 05/17/2023

  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: 05/18/2023

  This customer did call ************************** within the 90 day warranty period regarding issues with the camera. ADT and SafeStreets work together to resolve any issues our customers may have and would have transferred the customer to our customer service department or have given the customer the number to determine the issue. The customers account is not showing any documentation of a call regarding the incident the customer experienced two weeks after installation. Customer would need to get a hold of ADT involving the discussion this customer had with an ADT agent for verification of the cancellation of their account.

• Initial Complaint

  Date:05/18/2023

  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.

  About a year ago I signed up for ADT. It has not worked for 11/12 months. I have spent hours on the phone trying to cancel, within the period I was told by the company who installed it. They claim I signed a contact that I could not cancel after 3 days although the people who came to my door trying to sell this junk said I had 30 days to cancel. I never received a copy of my contract. The system was set up incorrectly. And I could never log in because they set up my security code wrong on purpose so I couldnt cancel. It was not even close to the one I put in, the installation tech changed it before he left. I moved from that house and I cant even get it moved over to where I live now. I want my money back, this is ridiculous.

  

  Business Response

  Date: 05/17/2023

  
  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: 05/18/2023

  This customer has never called in to ************************** regarding any issues with their system. The customer is outside of their ****** service period with SafeStreets at this point; however, if the customer is wanting to relocate their system they may call our relocation team and get details on how to go about moving the system to the customers new house. The phone number is ************. For all other inquiries or questions, here is the SafeStreets customer service phone number as well: ************. 

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19903788
  
  I am rejecting this response because:
  
  I did contact Safestreets in May 2022. I was told I could not cancel and then that was all.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/15/2023

  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.

  My husband signed up for ADT safe streets last July and we were told that we had a 72 hour grace ****** to cancel WITHOUT ANY PENALTIES. We quickly realized we didnt want their service, we called to triple check that we were in the 3 day grace ****** even with the technician coming out on the 4th day, they said YES. We checked that we wouldnt owe any type of fee, they said NO. Fast forward now April/May 2023, we received a letter that safe streets sent ** to collections for $1600!!! So to my understanding, you cancel within the allowed time, the technician throws a drag removing the equipment, they go as far as sending someone to remove their cheap decals from our yard a day later when they couldve asked ** to simply throw it away, just to be sent to collections months later!!! Absolutely ridiculous and I will be advising everyone I know that signing up for a trial will be signing yourself up for collections because their company has ZERO COMMUNICATION SKILLS, UNTRUTHFUL AND NEVER ON THE SAME PAGE. I will not remove this review until they delete the report from my husbands credit.

  

  Business Response

  Date: 05/16/2023

  We do apologize for the inconvenience, we do see that the customer did in fact cancel within the ***** right of rescission which is annotated on the customers account. If you could please inform the customer to call in to our office at ************** to get this issue resolved and have account removed from collections, thank you.

• Initial Complaint

  Date:05/07/2023

  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 was awarded a prepaid Mastercard in the amount of $ ****** which I misplaced but found recently. The card had an expiration date of 10/22. I noticed this when I found it. The funds applied to this card were never used by me therefore I should still be allowed to receive the funds on this card. SafeStreets not letting not replacing this card to me constitutes theft as they are keeping funds that were given to me in a promotion. I reached out to the company but they have no valid way of contacting someone. The prepaid Mastercard number is *******************. I never signed an agreement to the terms and can't understand why they will not replace a card when funds were not used. Thanks in advance for any assistance.

  

  Business Response

  Date: 05/08/2023

  The customer may contact ****************** to see if they will send out another card, or a check for the remaining balance on the card. SafeStreets no longer has a say on if another card can be issued, and we leave that to Elite to decide if they are willing to honor the remaining balance on the card whether it was unused or not. Here is the number to the card company: **************. 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20029191
  
  I am rejecting this response because: FDIC states that prepaid cards cannot expire until 5 years from date it was activated. See attached. This card expired prematurely. 
  Also, Elite Cards did not provide this card. It came from SafeStreets. SafeStreets should be the one replacing this card. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/01/2023

  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.

  Someone came to the house and said that if I installed an *** security system that my ATT bill would go down. They said it may take a couple of months for the bill to change. I waited and when it did not go down, I called ATT. They said they had no connection to ***. I called both *** and their offshoot, Safe Streets and were given the run around. I got nothing in writing other than the worksheet that I will send that shows how much my ATT bill would go down including the *** amount ($203). That is the only documents I was given. When I called ***, they kept mentioning a contract and I told them that I had not been given a contract. They said I was liable for a 24 month contract which I have no possession of. My ATT bill has not gone down, but I keep getting a $63.99 bill for their services. They did not follow through on their end to lower my ATT bill. I called the number for the employee who came out and he said he quit as did others because of the deception the company made to their customers. I am paying the *** bills so that my credit rating isn't hurt, but feel they misrepresented their services.

  

  Business Response

  Date: 05/01/2023

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

  

  Business Response

  Date: 05/02/2023

  Our department is aware of the situation and is in the process of getting this resolved. Unfortunately the customer did sign a contract that was sent to their email and they would only have access to that, but we are more than happy to resend another copy to the email address on file. As mentioned to the customer there is a termination fee if they decide to cancel before contract has expired.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19612277
  
  I am rejecting this response because: You fraudulently represented yourself when your representative came to house.  You told us our ATT bill would be reduced dramatically if I signed up for this service.  It did not. You, as a representative of ADT, made promises to me that were not kept. You say I signed a contract, but did not receive such in the mail and I did not give you an email address. I do have a worksheet with the information that was promised on your end. If you have an email address it is one you got on your own. A contract works both ways and you did not follow through with what was promised to me. This was a scam and we will try to pursue it as such with government agencies.

  

  Business Response

  Date: 05/04/2023

  This situation has been escalated to get this issue resolved. We are continuously working to settle this for the customer. If the customer has any questions or concerns regarding this please have them reach out to the following number: **************. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19612277
  
  I am rejecting this response because: they haven't reached out to me at all.  I understand that there are time restraints on my end if I pursue this through the legal system or through government agencies and I need to take that into account.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 05/08/2023

  We have let the people who gave the customer their AT&T plan know, and their phone number is ************. For any issues unrelated to an ADT security system, SafeStreets is unable to assist as we strictly handle security and nothing else. Please refer the customer to either the number above, or to AT&T directly. 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19612277
  
  I am rejecting this response because: ADT did respond by telephone to me and acted as though they were going to refund money I paid to AT&T.  The person I talked to was a supervisor who only gave me her first name, ***************  When she texted me the information it was a site for AT&T for low income customers.  That was not the issue.  The issue was Safe Streets/ADT promised through their representative to lower our AT&T bill if we signed up for ADT.  It had nothing to do with income.  They act like they are responding to the complaint, but seem to be stalling, not doing anything concrete to resolve the issue.  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/24/2023

  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.

  My problem is my system is malfunctioning. It is within 6 months and I am not getting any help from this Safe Streets and ADT tells me they cant help me. I am not paying for a system or services that is not being provided

  

  Business Response

  Date: 04/25/2023

  Upon looking into this customers account, there had been no issue prior until now in which this customer is outside the 90 day warranty period with SafeStreets. The customer would need to go directly to ADT to have any issues resolved by calling *************.