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:04/24/2023

  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.

  ADTs sister company safe streets signed us up for our security system. We asked multiple times if we would be in a contract. We were told no multiple times. We were never given a copy of the contract and were told to lie multiple times about us renting. He told us to say we own. He also never let us see anything just told us to sign on his tablet. Now that Im trying to move from my rental they want me to pay $1300 for termination fees saying that ***** put me in a 36 month contract. If we want to move the security system (that doesnt work half the time) we have to get back into a contract with these crooks. BEWARE OF THIS COMPANY!! I just want out of of this contract!

  

  Business Response

  Date: 04/24/2023

  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: 04/24/2023

  Customer is on contract for 3 years and would need to pay balance of contract if they want to proceed with cancellation. Cm also has the option to take the system to their new location where they will install and make sure that the system is functioning properly, or they can have the new tenants, if they want the system, take over their contract. The customer would need to get a hold of our ********************* for more information at ************

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19874892
  
  I am rejecting this response because: We were told multiple times we were not being placed in a contract, we were never given a copy of said contract, and if we move our service were forced into another contract.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/01/2023

  The contract was sent to the customers email so they are able to access it through the link sent during the installation. This contract also would have been signed by them and could only have been opened by the customer unless they willingly gave their email information to someone and let them sign for the customer.  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19874892
  
  I am rejecting this response because: these are not solutions at all. This is horrible customer service. We were told when we signed up we could cancel at anytime without any penalties. We were also told to lie and say we own. Now were moving and you guys want us to enter into another contract. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/17/2023

  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.

  They answering calls they keep billing me with out notice

  

  Business Response

  Date: 04/17/2023

  Could the customer clarify exactly what issues they are having regarding billing, thank you.

• Initial Complaint

  Date:04/06/2023

  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.

  To Whom It May ********* am a middle aged single woman who moved into a new home last year and live alone. I had a new ADT alarm service installed. I thought it would make me feel safer. Well, it has to work to feel safe. I started having issues with my sensors within a couple of months from install. I replaced three of the batteries myself as they said low battery. I spoke to someone at ADT who said the batteries should not need to be replaced that soon. The installer came out and replaced a couple of sensors since they had received a bad batch. Apparently, this was causing the low battery warning. Within a couple months after that more sensors started going out so I sent a message on the app for ADT to help. I tried this method of contact a few times. I have called ADT customer service multiple times. The wait times were so long that they suggested I call back. When I finally was able to speak to someone they said that the system was down and someone would call me back so they could repair my sensors. That callback never happened. I had to again call ADT and they told me to get a hold of the installer. I called the ************************************************************************ that the warranty ended a few months prior so that I would have to call ADT (again) and they would have to fix it. I have had no luck with ADT fixing anything. Now most of my windows have dead batteries and showing that they need supervision. I already bought three new batteries for the sensors within a month or two of getting the new system installed. I do not feel I should have to buy new batteries for the plastic sensors that cost me that cost me well over $3000. At this point I feel that the whole system is a rip off.

  

  Business Response

  Date: 04/05/2023

  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: 04/07/2023

  The customer called in about this back in July and they did not call back in until January which is 5 months outside of warranty with SafeStreets. This is a complaint for ADT and the issue with the batteries will need to be handled by them. 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19549661
  
  I am rejecting this response because: I have contacted ADT multiple times over the past year. In October of 2022, ADT told me to call SafeStreet. I did call SafeStreet in October and they told me my warranty was up and ADT would have to fix it. After that, I could not get a response from ADT. And I do not have time to sit on hold with ADT for two hours! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/10/2023

  If the customer is not willing to wait to speak to ADT to get their equipment fixed, there is nothing that can be done. We no longer have access to view/troubleshoot equipment at SafeStreets.

  Customer Answer

  Date: 04/12/2023

   
  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.
  My complaint was never with Safestreet. My complaint has always been with ADT. I am not satisfied with ADT. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/29/2023

  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.

  Had ADD/safe Street install two months ago and every sensor that they put up has fallen off and call ****** alarm system to go off all they can tell me if they can send somebody out and do it again but thats just the way it is I resolve the issue by using your crew wants to have a little work better than the c*** they said theyre techs with

  

  Business Response

  Date: 03/30/2023

  Upon reviewing the customers account, they have called regarding sensors falling. Our agents have given this customer the option of sending out a technician 3 times, to assist with the issue but customer keeps declining and disconnecting the line. If Cm would like to get this resolved we can send a technician out to resolve said issue and contact our service line at **************.

• Initial Complaint

  Date:03/29/2023

  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.

  The date of install was around the middle part of December of 2022. The issues started from day one.The amount I pay is $63.28 for the next 3 years of service. $6 out of $63.28 is for video package (Nest Aware) The promotion I got in on is the 3 outdoor cameras/doorbell camera w' video package...$100 **** gift card....monitor...you get the point What the company has committed to you? They have stated all I pay is the monthly monitoring fees, there is no equipment financing or hidden monthly fees.What consistently happens is, the company finds they can't fix the issue over the phone so they send out techs. I have had 4 techs company to my residence and NOTHING. I still have the issue with Nest Aware cameras...battery issues and saving of data with camera. I have found customer service hands the case over to account manage/supervisor who needs to get a hold of me in ***** hours....that's been stated 4 times and NOTHING. I have been told the leadership team has my case handled and...NOTHING. The nature of the dispute is? There have been 4 techs, one supervisor, and several customer service reps in tech support which have attempted to resolve the Nest camera issue with Nest Aware. There is instant footage w' Nest Aware cameras for some of the day at my house. The data doesn't save. I have tried to call ****** to get signed up with Nest Aware since that is what customer service reps have stated, so I take on the task....I find no # to call to talk to live person. My hands are tied because I have tried everything...my experience in customer relations is stressing me out. Whether or not the business has tried to resolve the problem? The answer to that question is NO. I have been placed in the mud and still there, so NO. If I can't get a hold of a sales person, customer service rep, a supervisor, or deal with a tech and not get ALL kinks handled then my answer is NO. I am unsure about the account info or tracking number

  

  Business Response

  Date: 03/28/2023

  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: 03/29/2023

  Please inform customer that they are scheduled to receive a call from our district manager by the end of today to go over a solution for the customer, thank you

  

  Business Response

  Date: 04/10/2023

  Could you please inform the customer that all our calls within the company are being record, but a request has been in place. The customer was offered a rebate for the inconvenience and will be scheduled to have a tech go out to resolve issue with Nest Aware on April 15, 2023 with a window between ****pm.

  Customer Answer

  Date: 04/15/2023

   
  Complaint: 19584067
  
  I am rejecting this response because:

  ****, the tech, came out at 9a on 4/11/23 to sink the current security cameras with another personal email I have.  The cameras are the same cameras which were installed back in December of 2022.  I allowed time to come up with positive performance until 1p on same day of 11th.  

  **** left discouraged at 1p with his professional performance.  I was livid with conclusion of fixation.   The issue is supposedly now in "cancelation department".  

  A phone conversation was performed with ******, District Manager, on Friday the 14th of March before noon.  He stated I would hear back from him about status of cancelation....heard NOTHING from him.  

   

  Sincerely,

  
  *****************************

  

  Business Response

  Date: 04/18/2023

  We are in the processes of getting a resolution for this customers account as soon as we can. Once there is an update we will contact this customer with further information, thank you.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: ********
  
  I am rejecting this response because: this "dragging their feet" is ADT's method of madness.  If I would not have reached out to the district manager like I did after 2 attempts to see what the status on my case was then I would still be impatiently waiting to hear the verdict.  It was "give me time" like it had been all along. 

  UPDATED:  The below verdict is what is being followed through as of 27th of April. 

  The case # ******** has been brought to a a conclusion between ADT vs myself as:

  between paties there will be a CANCELLATION OF CONTRACT WITH NO FURTHER EXCHANGE OF MONEY from former customer to ADT; ADT agreed they can't fulfill their end of ALL details found within 3 year contract agreement with customer per district manager...ADT and customer will go separate ways 

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

  

  Business Response

  Date: 04/25/2023

  After speaking to the District Manager they have decided that they will be releasing this customer from contract and will schedule a system removal after the process has been completed.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A sensor and doorbell installed by safe street where not properly installed according to ADT safe street is not providing any assistance in getting issue resolved I was transferred over 7 times back and forth between safe street and ADT with ADT STATING THAT SAFE STREET IS RESPONSIBLE FOR INSTALLATION I WANT MY DEVICES FIXED OR SERVICE CANCELLED WITHOUT PENALTY DUE TOLACK OF CUSTOMER SERVICE

  

  Business Response

  Date: 03/27/2023

  This customer is out of their 90 day warranty with Safe Streets. Any issues with the system would need to be directed through ADT customer service at **************. We have brought this to our managements attention to make ADT aware of the services that this customer will need. 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19859383
  
  I am rejecting this response because: ADT IS CURRENTLY ON THE ***** WITH ME AND IS STATING THAT SAFE STREETS IS RESPONSIBLE SINCE THEY INSTALLED THE DEVICE INCORRECTLY I HD TO PAY A ***** DOLLAR FEE AND I WANT IT REIMBURSED 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/30/2023

  As mentioned, this customer is outside of their 90 day warranty period with Safe Streets. There were no calls from this customer during that time period. Any issues that the customer is experiencing would need to go through ADT tech support. We are in communication with ADT to get this resolved. 

• Initial Complaint

  Date:03/25/2023

  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.

  In October of 2021 I signed up with what I thought was ADT for a deal through ***** I was never aware it was through a third party until a couple months later when I called ADT to cancel my service. From the time I got the service I had issue my cameras never worked. They finally sent someone out to repair them which did nothing and he said it must be bad WiFi. I have a home mesh system and no other device has issues and even if it were WiFi the cameras and the agreement I signed are supposed to have cellular backup so I never lose them. They were charging me for cellular data for the cameras so I dont know why bad WiFi would matter. After multiple calls to cancel and still being charged I canceled my card so they couldnt keep taking money. Now they have a bill in collections against me for a service they NEVER and I reappear NEVER provided they are liars. They advertise false service and charge for something they dont provide. I will not be paying this and I want it removed from collections. I have spoken with a class action attorney and if this cannot be rectified I will take it to court if I have to.

  

  Business Response

  Date: 03/27/2023

  Customer entered into a ****** contract and during contract period stopped paying the monthly monitoring rate. We attempted for several months to contact the customer but did not receive a response. Customer's past due payments have now been sent to a third-party collection's agency. 

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19853442
  
  I am rejecting this response because: they lied about service they were offering therefore breaking the agreement I will not be held to any contract if they arent holding up their end. I called them multiple times to cancel the service because it was not working they had an opportunity to offer to resolve the issues and never did. Im not responsible for services not rendered.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/17/2023

  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.

  We signed up for an alarm service through what we thought was ADT, turns out it was an offshoot company presenting themselves as ADT. Safe streets USA said they would install the entire system panel, cameras, etc. The contract I signed gave me only 72 hours to cancel. We are going on a month and half without a complete system. We have no cameras, no way to arm or disarm the security system. I am being told I cannot cancel the contract without buying it out, yet they havent fulfilled their end of the bargain. I havent even had 72 hours to see if I even LIKE the system. How can you expect a customer to have the time to figure out if they want to cancel in that 72 hours when they dont even have a fully functioning system. Ive called customer service several times and always get the same answer: payout the contract or well come install the remainder of the system. I dont want the remainder of the system because I already dont trust that the company will do what they promised. I just want the contract canceled and the equipment removed from my home. Done and done. They are threatening to report me to a credit bureau if I dont pay. Yet how can I be expected to pay for an incomplete system.

  

  Business Response

  Date: 03/21/2023

  After looking at the notes on the customers acct, Customer was installed on February 14, with no internet on premise. The first time this customer called after installation was to get system connected to internet which was on 3/1, service completed, there was no mention of cameras not being installed at the time of this call. Cm called a 2nd time, after service, stating that cameras were not installed on the first visit reason being is that the customer did not have internet access, in which its the customers responsibility to have the necessary site requirements at the time of install We have tried numerous times to get a technician out to get cameras installed so that the customer has a full system install, but the customer refuses.. Customer is now outside of their 3 days right of rescission. Our agents have informed this customer that they would need to pay balance of contract at this point in order to cancel.

• Initial Complaint

  Date:03/14/2023

  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 ordered a contract with what I thought was "ADT" in March. The "Authorized Dealer" logistics were smoothed over and I was told it was essentially a seamless process and they can be considered the same company in many regards.
  
  I set up services and soon decide to sell the house. I call to cancel services and am told that if the new homeowner signs up for ADT, they can reimburse the early termination fee of $1500. Fast forward four months later, I am still fighting tooth and nail to receive reimbursement. When I call SafeStreets, they say I need to call ADT because although I paid them there is no liability of them to issue any refunds. When I call ADT, they say the exact same thing. I've spent hours getting transferred back and forth between these two companies, both of which say they essentially never received the money I paid and instead it went to the other financial institution.
  
  My biggest fault was not seeing the terrible reviews SS already had on the BBB before entering into an agreement with them because if I did I never ever would have signed up for services or recommended SS/ADT to the next homeowner. This is the worst customer experience of my entire life and if you are reading this please beware that they will scam you out of every potential dollar they can. This goes for ADT and SS (will be posting twice).
  
  I wouldn't even be happy if I was paid a FULL refund from all of my services from contract origination to date and was compensated for my time because the disrespect and disregard, sending me from transfer to transfer is never worth anyone's time, money, or energy. If you are reading this again I say beware of SafeStreets USA and go with a BBB verified vendor instead.

  

  Business Response

  Date: 03/15/2023

  This customer has already paid off their balance of contract to Safe Streets USA back in Oct for the amount of $2.299.25. This customer does not have a due balance with Safe Streets and this customers account has been cancelled. If this customer is still being charged Monthly Monitoring by ADT he will need to contact ADT at ###-###-#### option 3. 

• Initial Complaint

  Date:03/13/2023

  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 was baited into signing a contract with ADT and they did not inform me of the terms associated with my contract. I was promised a $200 gift card I did not receive and was not informed of my monthly payment rate, as I cannot afford it. I havent been able to get into contact with them to cancel or reduce my rate and they have not been returning my calls.

  

  Business Response

  Date: 03/13/2023

  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: 03/17/2023

  We see that the customer has called in regarding the **** Rewards Card we are working diligently to get this resolved by escalating the issue. As far as not being able to reach us to cancel, the customer has called in requesting to cancel in which the customer was then given the amount of balance of contract, due to customer being out of the 3 day time period per contract. We will give customer a call with updates regarding **** Rewards Card.