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:03/08/2023

  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.

  Safe Streets USA (an ADT authorized dealer) came to my elderly fathers (90 years old at the time) door selling security systems. They talked their way into his house and coerced him to sign a 2 year contract at $45.99 per month and purchase $200 worth of equipent. Somehow they got him to give them his bank account info and they set the payments up on autopay. I have since canceled autopay but now they are sending bills. The total for the equipement, service and tax is $1,318.18. They set up a "security system" that does nothing but chime when the front door is open which my father can't even hear. I have tried to explain to both ADT and Safe Streets that any sales person that met my father would have clearly known he had no idea what they were setting up. I have contacted the company multiple times asking them to please cancel the contract and refund his money. I have gotten the run around for months with no resolution. This is clearly a case of a company preying on the elderly.

  

  Business Response

  Date: 03/09/2023

  The contract was sent to the customer and signed by him. Daughter had told one of the agents that customer could make decisions on his own. Customer will be held to pay balance of contract if they would like to cancel account as customers daughter stated he is capable of making his own decisions.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19559873
  
  I am rejecting this response because:

   

  A door to door sales man sold my dad a system that doesn't do anything but make a chime when you enter the front door. For this they charged him $199 for the equipent and locked him into a contract for $45.99 per month for 2 years. I have talked to several people at the company over the past several months trying to get this resolved. One of the ladies I spoke with, I believe her name was ***** agreed that the circumstances seemed suspicious and that the system my dad was sold had no value to him. She also thought most contracts were for a period of 1 year and was surprised he was locked in for two years. She said that she would open an investigation with her legal team. I spoke to others at Safe Street over the next few weeks but never got a resolution. Then on 3/8/23 I got a voice message from ***** saying that they looked into the case and were going to refund my father for the full amount. When I called him back and spoke to him he asked if I had POA for my father. I told him that I do have POA so I can help him with his affairs but I don't have conservator ship over him. My father lives alone and is capable of taking care of his basic needs. For some reason, ****** said that because I have POA that they couldn't refund my fathers money. I have no idea what this has to do with anything. He also said that I signed the contract which I absolutly did not. 

   

  My dad is 91 years old and very hard of hearing. He is forgetful and gets confused easily. This would be apparent to anyome that talks to him. He also had a "No Solicitation" sign on his door which mysteriously disapeared (it has since been replaced). For a sales person to sell my dad a "security system" that only chimes when the front door opens does him absolutly no good. My dad has 4 locks on his front door and always keeps it locked. He can't even hear the chime. Everyone at Safe Street seems to agree the system has no value at all to my father yet they insist that he pay the bill.

   

  Safe Street is the most unethical company I have ever delt with. To prey on the elderly is absolutly appalling. It wouldn't be hard for them to make this right, yet they continually refuse to do so.

  
  Sincerely,
  
  *****************************-parent

  

  Business Response

  Date: 03/27/2023

  The customer has stated that her father is able to make decision for himself. The contract was sent to him and signed by him(******). If this is the case then the contract is legally binding and the customer will need to pay the early termination fee. If the customer now claims her father was unable to make this decision for himself, we will need medical documentation that predates installation. Otherwise, ****** knew what he was singing and we will not be able to release from contract. 

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19559873
  
  I am rejecting this response because:

   

  Please tell me what good the product/service you sold my father does.  It is of no value to him and the sales person should have know that. He was just trying to make a quick buck off of an old man. The elderly are vulnerable and the sales person took advantage of that. Shame on you and your company. 

  
  
  Sincerely,
  
  *****************************-parent

  

  Business Response

  Date: 03/29/2023

  We apologize if you feel like your father was taken advantage of that is definitely not the case here as he was aware of the contract he was signing. As far as the system goes, it will alert him of any possible intrusion especially when it is armed, and has the capabilities to take the panel, which is a desk mount, anywhere in the home to arm or disarm the system. 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19559873
  
  I am rejecting this response because:

  The system only chimes when the front door opens, it does nothing else. As I stated before, my dad can't even hear the chime beasue he is very hard of hearing and no intruder is going to walk through the front door if they were to break in because  it has 4 locks on it. I'm sure the sales man saw that when he was there. Even if it did something useful, he isn't capable of operating it. It is of no value to him. My father doesn't remember anything about the system,  how it got there or signing the contract.  My dad was diagnosed with Cognitive Memory Disorder years ago and has trouble with his short term memory so unfortuatly he is vulnerable to being taken advantage of by companies like yours. Even if a con artist get someone to sign a contract, it doesn't make it right. Any company with integrity would see that my 91 year old father made a mistake and that the saleman took advantage of the situation and would be happy to make it right. I can see your company has zero integrity. I will be sure to never do business with Safe Streets USA or ADT and I will make sure I let others know of your unscrupulous business practices.
  
  Sincerely,
  
  *****************************-parent

• Initial Complaint

  Date:03/07/2023

  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.

  ***************** came to my door on January 9, 2023 and said he could lower my Spectrum ISP fees from $96 to $75 dollars if I agree to subscribe to ADT for $45,99/month as part of the $75/monthly fee. I signed up. Afterward, I called Spectrum and they told me that they don't have such an agreement so I canceled. I never used their service. Now they want me to pay for the 24-month early cancelation fees for a service I never used. I contend that the entire contract is void because they can not fulfill the promise to offer me Spectrum internet service for the stated $75/month.

  

  Business Response

  Date: 03/08/2023

  Customer signed a contract dated. December 1, 2022. There is a 3-day right of cancelation once install happens. Customer did not reach out during that peroid and contract states, "IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS INITIAL 24-MONTH
  TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19(B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES."

  As stated, customer is now required to pay 75% of the remaining balance of the contract. 

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19552496
  
  I am rejecting this response because: They were never able to complete their part of the contract that would have provided me with Spectrum  ISP for $75.

  Also I did cancel on Dec 5, 2022 which was within the cancelation period. I mailed the cancelation form to them twice.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 03/09/2023

  ADT only received the customer notice of cancellation that was dated for 12/29. Customer claims he sent one in on 12/5 which would be within his cancellation period. We will need the customer to provide some sort of evidence that they sent in this notice inside of their cancellation period.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  The main issue was that their agent posed as an ISP agent and offered to get me Spectum isp for $75/month which they were not able to do. The contract was fraudulent because it did not represent the verbal agreement made by their agent. 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 03/16/2023

  The package given to the customer by the sales representative was a legitimate deal. However, as we at SafeStreets exclusively handle the *** security portion of the contract, we have made the sales rep and his company aware that they should reach out to the customer to resolve the issue. Additionally, they have provided a number for the customer to call if he is unable to answer any of their calls, ************. We would advise the customer to call this number in order to reach a solution, as we at SafeStreets, again, have no access to the information about the internet deals they received. 

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  They said it might take a couple of months to have this show up on my bill so I have no idea if this will settle the issue. I gave SafeStreets my spectrum pin. Will I see my spectrum bill decreased to $29.01 or will it stay at $75 and they will send ADT $45.99?
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 03/20/2023

  As was stated in the previous response, SafeStreets does not have any information on anything other than security, the customer will need to either answer phone calls from the company who has set up their account, or call in to them at  ************. 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  I did call them but I have no indication that they are fulfilling their side of the verbal contract that I got from their representative that I will be paying $75/month to get both Spectrum and ADT. Please verify how this process will proceed. I have no control of your relationships with ADT or Spectrum. I will gladly pay my bill when I receive my Spectrum. If you say you have no control over spectrum than your agent committed fraud and I want a full cancelation.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 03/23/2023

  As mentioned prior, the customer would need to get a hold of the management department for said representative. As per his account, they have been trying to get in touch with the customer with no success, this was 3 days ago. They will then inform customer how long it will take for the price reduction to reflect on billing. The number again is: **************

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  First of all I don't answer the phone if it is labeled "Private" or "Spam risk".

  Secondly, that number is generic customer service and they don't answer the phone.

  I will need the name and phone number of someone who can verify the billing methods to distribute the $75/month to both ADT and Spectrum.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 03/28/2023

  This customer is scheduled to receive a call from a manager tomorrow from a 800 number, it will not show up as spam or private but a 800 number.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  I talked to ******************* and ******* and neither of them knew how to fulfill my order. They will call back today.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/03/2023

  It looks like the customer has been cancelled with ADT. We don't have record that the customer has paid the early termination and the equipment removed. If this is not the case, the customer can call in to ************ to clear this up. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  I called the number but they were not able help me with getting the Spectrum account up and running. They just want to send me to collections. When I got a bill for ADT and no mention of Spectrum, I canceled it. ADT was just an addon that I did not want or ever use.

  I need you to provide we with a way to pay for both Spectrum and ADT as I was promised.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/04/2023

  This customer was sent a invoice letter that provided information on paying early termination fee, assuming this customer wants to continue with the cancellation process. This customer was not sent to collections, but will need to complete the process of cancelling.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  There was not an early termination because the service contracted never got started because the company was not actually able to fulfill their obligation to provide me with Spectrum ISP and ADT for $75/month. In other words they committed fraud.

  Addressing the BBB personnel, what is the next step. Do we go into arbitration or mediation or should I contact the city attorney's office?
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/07/2023

  The customer signed a waiver that explained they were aware that the contract for security is separate from their internet. So customer signed a contract for ADT, and as far as the security service goes they have received what was agreed to in their ADT contract. At this point, the customer called ADT to cancel, which they did. Customer now owes a balance of contract on their account as they did not pay the early termination fee to cancel. At this point, SafeStreets can provide no further assistance since the customers issue is beyond what we handle, which is strictly the security system. For any further questions or concerns the customer must work with the people who have been reaching out to them over the phone at ************. We also have let that team know they need to contact the customer and resolve this. 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  I signed a contract with SafeStreets for them to provide me with Spectrum ISP for $75/month. The *** was an addon that I did not want or ever use. I don't know or care how your company runs but you are obligated to provide me with Spectrum ISP or tell your affiliated partners to forget about me. I contracted with Safestreets for Spectrum ISP and when I got a bill from *** without mention of Spectrum I canceled it. No one at the number you provided me seems to know how to implement this contract. I've talked to them many times. Again, your company is to provide me with Spectrum ISP. I am still waiting for the name and number of a person who can fulfill your contract.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/12/2023

  At this point, the only part of the deal that has anything to do with SafeStreets is the *** contract. The customer cancelled this with ***, but they still owe a balance of contract. The deal with Spectrum is completely separate from their *** contract. Please have the customer contact the number provided to get a resolution. 

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  At this point, you have not done anything to induce Safestreets to fulfill its obligation to supply me with Spectrum ISP.

  At this point, the only thing that you have done is tell me to call the generic help line.

  At this point, nobody that answers the help line knows how to supply me with the obligated Spectrum account.

  At this point, I need to be transferred to someone in the company that has the knowledge and authority to resolve this issue.

  At this point, If you are not able to fulfill your contract you must mark it null and void and release me from any ADT obligation that was an add on to the main contract for Spectrum.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/18/2023

  As mentioned before this customer needs to call the number that has been provided to him regarding internet service/discounts. Customer is responsible for the balance of contract that is still owed. We have made the sales rep and their management aware of the situation and are in the process of trying to get this resolved.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  I am guessing that you are just a low level call center employee because can not seem look up in your company directory who is in charge of implementing the contract I signed.

  No one answers the ************ number, which is the only information that I have received from you.

  I spoke to ***** and she said someone would reach out to me in a few days. I already heard this several times.

  Again, this seems like a scam but I looking forward to having my Spectrum account paid by the $75/month that I will be sending you after you turn it on.

  According to your contract, the next step is arbitration which is where we probably should go to now. Hopefully someone with authority will show up.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/26/2023

  We have created a case to escalate this situation. This customers account is being worked on and in the process of finding a resolution. 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19552496
  
  I am rejecting this response because:

  Last Friday they said it would take 2 or 3 days and it has been 7 without any response from them.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 05/03/2023

  SafeStreets can only help with issues related to the customers ADT account. Anything beyond ADT Security cannot be handled by SafeStreets. The customer will need to be directed to Spectrum who will be more capable in assisting with issues related to the customers internet. 

  Customer Answer

  Date: 05/05/2023

   
  
  Complaint: 19552496
  
  
  
  I am rejecting this response because:

  I signed a contract with SafeStreets to provide me with Spectrum ISP for $75/month with an incentive add on of ADT. If you can not provide that for me then the contract is null and void and should be torn up.

  I got a call about someone wanting to know if I wanted to cancel my landline that is provided by Spectrum for $10/month.

  I told them that I do not want to get rid of my landline. They also asked if I could qualify as low income which I cannot.
  
   
  
  Sincerely,
  
  
  
  Frank Wuts

• Initial Complaint

  Date:03/07/2023

  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.

  These company relies on shady & misleading sales practices. They pulled the old bait and switch on me. They are affiliated with ADT security systems. I was promised sensors for all my windows but when the technician arrived, he told me that was not possible unless I wanted to pay him significantly more $$. I also was never told I had only 3 days to cancel. Called on the 5th day and was told too bad. Lastly, was told by technician I could buy and get more sensors installed. This was incorrect too. I purchased the sensors from an authorized ADT seller, but was told I cant get them installed because I didnt buy them through safe streets who marks them up to a ridiculous price. These guys are a joke and now Im stuck with a 3 year crappy ADT contract that doesnt even monitor half the entry points to my house. Completely mislead just so they could make a sale. They straight up low to you upfront. This company should not be doing business in AZ or any other state. As part of this deal, I was also promised cheaper packages on my ************* cable bills. This was not true either.

  

  Business Response

  Date: 03/08/2023

  Customer's account will be discounted but it typically takes 1-2 billing cycles to see this reflected on their bill (customer signed acknowledging time frame) - we will expedite this since customer is asking for confirmation. We will not install equipment that was purchased from outside company as we would be liable.
  

• Initial Complaint

  Date:03/06/2023

  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 have been contacting ADT and their agent Safe Streets since November to report non working equipment and to take advantage of their 6 months cancellation policy. I have been placed in hold for a total of over 6 hours, been hung up on, lied to and today told I was ineligible after their errors because I was two weeks past 6 months. The employee I spoke with last also tried to lie about the amount of time and said that I had service with them for 7 and a half months. They technically didn't complete service at my address until almost July so I AM within eligibility of cancellation today. I have had to maintain and fix my own equipment due to shoddy service, installation and failed equipment which I had to replace out of pocket on my expense. I was also told by the initial safe streets employee that my contract was for a year. Today I was told it was for three years. A quick ******** or ****** search will yield hundreds of not thousands of complaints identical to mine, not only in this state but in others as well. This company is a scam and a sham. The employee also refused to send me written documentation of my contract and request for cancellation. This employee did not identify herself by name but was supposedly the "supervisor" of Precious, the last employee who identified themselves. They did not state who they worked for. These conversations were supposed to be documented, but magically they frequently lose those as well. I am happy to take care of my balance of ******, that's due as of today and will do so but my contract needs to be cancelled. They also need to collect their non functional equipment.

  

  Business Response

  Date: 03/06/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE STREETS USA LLC
  5305 ***************** STE 100
   ******, **, 27529
  ************
  Please forward this on to the correct company.

  

  Business Response

  Date: 03/07/2023

  Customer was installed in the beginning of June 2022, installation was then finished within that month on June 17th when technician installed outdoor cameras. Customer than called back to get cameras reconnected to internet due to customers internet provider giving her the wrong modem. Technician then went to reconnect cameras at no cost to customer when usually there is a service fee charge for non warranty issues stated in the contract." THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE *** DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: ; (C) My failure to properly follow the operating instructions; (D) trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.) or due to interruption of power; (E) loss or disruption of Internet connectivity."

   

  There were not further contact from customer after cameras were reconnected in July 2, 2022.

• Initial Complaint

  Date:03/02/2023

  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 chose ADT for a house that I recently purchased because the house already had an ADT system. I asked that the existing system simply be activated under our name. It appears ADT offers this service for existing ************* for $20 a month. However, the sales representative misled us, informing me that we would need new equipment locking me into a contract for $60 a month. Then, rather than connect the existing system, the technician simply installed limited new equipment rather than the extensive existing equipment. When I realized the error, I asked ADT to correct the error and connect the wired system so I would have coverage for all windows, which ADT told us would cost $220 for a converter. We begrudgingly agreed even though ADT should have connected my prior system at the outset as requested.When we called to pay and set up installation, we were then quoted a higher price--closer to $300. When we called a third time, ADT agreed to sell the converter for $198, and told us we would be contacted for installation. No one ever called. After repeated attempts to get it scheduled, we were told that we needed to coordinate with Safe Streets USA, ADT's contractor. Safe Streets repeatedly put us on hold and failed to send out a tech.In the interim, we realized the system already had a converter--in other words, ADT had simply failed entirely to do the job we contracted it to perform. When we brought this to ADT's attention, it told us we needed to speak with Safe Streets--again, not the company we contracted with, but ADT's subcontractor. Safe Streets kept us on the phone for hours over multiple days, quoted an outrageous service fee, and hung up on us when we asked to speak with a manager.In our view, this was a bait-and-switch by ADT. It has utterly failed to provide the services we requested and wasted hours of our time attempting to resolve the matter.

  

  Business Response

  Date: 03/02/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE STREETS USA LLC
  5305 ***************** STE 100
   ******, **, 27529
  ************
  Please forward this on to the correct company.

  

  Business Response

  Date: 03/02/2023

  We have sent a technician to the customers home to evaluate the situation. The technician was also in contact with his manager during the appointment and he made sure the equipment was working and all the sensors had been integrated into the system. We also let the customer know to bring up any other concerns with the technician while he was on site. This was almost a month ago and customer has not called back in about any issues so this seems to have been resolved. 

• Initial Complaint

  Date:02/24/2023

  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.

  Acct#********* ***************************, We ordered ADT monitoring security through Safestreets ***. We were told the equipment included a monitor, 5door magnets, 2glass breaks & 1smoke detectors. I told them to make sure the smoke detectors be monitored. When the tech showed up to install the service, he said I needed a total of 5 smoke detectors &would cost $1300. I told them to cancel because I couldn't afford, he said he would go to his truck and cancel the order. He then came back& told me that they had a promotion, if I purchase 2 smoke detectors I would get 2 free ones for a total of $480 plus tax. I agreed. He installed the smoke detectors, the door magnets and a portable monitor. I asked him where did he install the glass breaks? He said they were on back order and would be back in 2 weeks. He left. I called cust service 2 days later, within my 3 day cancelation period, to let them know that the monitor I was given was not the promised on the wall monitor, the one I got sounded like a toy running out of batteries. I also told them I was owed the 2glass breaks. Spoke to ****** who said they would send the tech out again to give me the correct monitor and bring the glass breaks. Same tech showed up & didn't give us a different monitor, he put the same monitor on the wall &said he would be back with the glass breaks. I never got the correct monitor and the 2 glass breaks. I spoke to **************************** they said the tech had the right to switch ************** swapped the glass breaks for the smoke detectors. I was never told that and never agreed to that. I asked them to take the equipment because I was lied to and didn't want service with such company that does this kind of business. I spoke to Superv ******* and he said the same, he said I spoke to the local mngr and agreed to swap the equipment, we never spoke to anyone, all is a lie. He was supposed to call me back and it never happened. We want money back, they can take their equipment and I want to cancel.

  

  Business Response

  Date: 03/02/2023

  We do not have record the customer called to specifically cancel within their 3 day cancellation period; however, because all the confusion in this situation, the district manager has approved the 2 glass break sensors at no cost to the customer. The customer can call in to our customer service line, ************, and get an appointment scheduled to get this extra equipment installed. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19495622
  
  I am rejecting this response because:

  I am not able to do business with a company that was very dishonest. I called within the cancellation period, and if I would have been told the truth I would have canceled immediately but instead they said the technician would be back to give me the glass breaks and replace the monitor. Neither of these things happened.  I am requesting to cancel the contract since we were lied to and I still don't have a quality working monitor and the glass breaks. I refuse to do business with a dishonest company. I also tried to resolve the issue the 4 times I called and received no help or call backs. This is not a valid contract I am being binded to because I was deceived. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/09/2023

  Customer has called in multiple times and did not mention cancelling until a month after installation. We offered to give customer the 2 glass breaks for free due to the misunderstanding. If customer would like to move forward in cancelling account they will be held to pay balance of contract.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19495622
  
  I am rejecting this response because:

  
  It seems that you are refusing to understand that I was lie to. First of all, if your representative ****** would have told me that your technician had swap our equipment without my knowledge,  I would have canceled at day 2 of the contract.  She said the technician would come put the following week and take care of our issues,  that is the only reason I did not cancel right away. You guys lied to me to buy time and for me to have no remedy to the situation.  I thought I was dealing with an honest company.  The technician comes back out and tells me for a second time that the glass breaks are on back order ( second time lying) he says he will come back out in two weeks to install them. Two weeks go by and he doesn't show up, that's when we call again and my wife is told that he swapped the equipment and I am not getting glass breaks, by then we are a month into the contract,  this information was never provided to me on day two, so of course I wanted to cancel when I found out that your dishonest company lied to us. And you can go back to every record of my contact and confirm all of these is true. If you don't want to bring a satisfactory resolution shame on you because I am not lying or exaggerating about anything. You should do your research and realize that you guys messed up by deceiving us into this contract.  I will escalate this in that case, to protect other consumers from making the same mistake as we did, giving you our business. Show me the recordings were ****** on day 2 told me that we were not getting the glass breaks, or that they were not replacing the monitor, ****** said your technician would come back and take care of the missing equipment and replace the monitor, never happened,  then ****** tells us a month into the contract. I should not be binded to a contract when you guys in my face lied to me twice by your technician. 
  
  Sent from AT&T Yahoo Mail on Android
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/23/2023

  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.

  Friday the 10th a Salesperson named ***** came to my house, I didn't really need *** but it was bundled with high speed internet and I had been having connection problems; bundle was to be about the same amount of money I was already spending. *** was *************** away and then ***** disappeared as soon as he got his sale. Made several calls and sent numerous texts and he just went silent. I didn't get the ***** refund I was due that ***** promised and and the installer for internet did not call or show up on Wed the 15th as promised. I have been trying to cancel this ever since with Safe streets to no avail, in fact, its gotten worse, I now get 5-6 sales calls per day from them!! One associate even advised that "somehow" I have a double account with them! I just want this to end, I want their installer to come back and pick up the *** system and safe streets and I can just walk away from this.

  

  Business Response

  Date: 02/24/2023

  Could the customer please be more specific about their reasoning for wanting to cancel? They have signed a ************************************************ order to cancel at this point they would need to pay a balance of contract. If the customer is having issues with the internet, our team who is over those issues has tried calling the customer multiple times, and has left a number for them to call: **************. If the customer has any issues with the security system they can respond through the BBB or call our customer service line: ************

• Initial Complaint

  Date:02/13/2023

  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 am writing this complaint against Safestreets ***, i filled out a online request with who i thought was ADT for home security services. no finalization of services was done, a representative came out to my home on February 2, 2023 to consult for new services, it was there i was informed of the hold by Safestreet which i was not aware since i didnt get or buy anything, nor did i give any payment info. the rep said in order to move forward ********** had to cancel my pending order(again, i did not ask for anything). i called Safestreet and they said they will cancel, i had to call 3 times, finally they emailed a cancellation letter( i had to wait this time on the phone, since last time they did not send it). i just spoke with ADT to see about service, again they said there's the hold, also that removing would take 30 days or more? every time it's something, with Safestreet as the problems.i want to make sure that my info is NOT USED, and that they remove any correspondence. they seem to hold on to my info, i don't know why? i have attached the cancellation letter.From: Do Not Reply <*****************************************>Sent: Wednesday, February 8, 2023 10:07 AM To: ***************** <*****************>Subject: Cancellation Finalized Hello,This email is addressed to *************************. This is an official statement that your account has been cancelled with SafestreetsUSA and ADT. This was successfully done February 3rd, 2023. Our records show that no monetary amounts have been processed or received, so no refunds will be issued with your cancellation. For any further questions, do not hesitate to contact us.Best ********************************************** **************

  

  Business Response

  Date: 02/13/2023

  SafeStreets *** spoke with customer on January 1, 2023 when customer gave us his address and billing information. On February 2, *********************** and cancelled account and there have been no charges and customer will not be charged. 

• Initial Complaint

  Date:02/09/2023

  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.

  SafeStreets has sent my account to collections at HillcrestDavidson for $1,205.80 even though I fulfilled my obligation with SafeStreet as outlined in the agreement I signed with SafeStreet and as advised in my phone conversation on 4/14/22 and 6/21/22 with Mitchell L****** and my conversation with ADT. I started new service according to the contract terms with SafeStreets, which waived the early termination fee. Attached is proof of my new service at my new address. Below is a detailed transcript of my conversations:
  
  4/14/22 - Bre Xferred to Jennifer Cancellation team Xferred to Acct Service Center Diane call
  SafeStreet ###-###-####
  (My estimate: ADT $214 x 8 = $1,712)
  4/14 - Newman (SafeStreet) Xferred to
  Relocations Team
  Mitchell - 75% payoff - $1,400 (Waived if HomeOwners start service)
  Contact ###-###-#### Mitchell - Relocations Team
  
  6/21/22
  SafeStreets
  Mitchell L****** – estimate of PayOff $1,214.05 by 60 day
  
  ADT Corporate
  Jennessa
  Waive $1,237.31 contract termination charge with relocation.
  Blue System – 36-month agreement
  2 motion detectors
  6 door/window
  Smart home wireless hub (plugged in)
  1 wireless outdoor camera w/2-way voice – requires a battery
  Google nest Mini
  Monthly $32.99/+ tax? unknown
  30-day blew system cancellation
  Continue contract termination charg
  $577.89 total and instant savings - $0 due
  
  7/21/22 – Disconnection
  2-weeks cancellation $1,237.31 – waived
  ***** ****

  

  Business Response

  Date: 02/11/2023

   The customer opted to start a new contract thru ADT Corporate at a new address and did not inform SafeStreets, USA. Customer is still in contract with SafeStreets, USA and was required to pay the Balance of the Contract which was been explained to the customer in the past, customer never paid the due amount. Customer was sent to a third-party collection agency. 

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I informed SafeStreets of the transfer of my service as shown in the attached email which voided an early termination fee. 

  
  
  Sincerely,
  
  ***** ****
  
  

  

  Business Response

  Date: 02/15/2023

  In contract that customer signed it is required to notify SafeStreets USA within 3 days of installation in order to cancel with no charge. Customer did not let us know in that time period and called in several months later wanting to cancel and we explained how customer will now be required to pay 75% of the remaining balance of the contract where customer received quotes of the cost. In terms of relocation there are 2 options in order to void the early termination fee. First, if the customer takes the existing system to new home and continues contract. Second, if the new homeowner moves in and there is a contract to transfer the system from previous homeowner to new and the new homeowners continues the service. 

• Initial Complaint

  Date:02/07/2023

  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 have tried REPEATEDLY to speak to a manager at Safe Streets and ADT about the following. We cannot get anyone to put us through to a manager, nor return our call, although we are promised (many times now) someone will. We are hopeful we can resolve this issue without legal action, but have retained an attorney. The charge apparently is for equipment, which was sold to us as a promotional deal (free equipment due to being first several in the neighborhood and a contract with ADT services). This $906 charge IS something ADT's own reps have told us they have dealt with for other customers, called a "charge back reversal", as they have attempted to guide us. A couple of them have even told us what to ask for when we talk to a manager, who will call. Although they never have.Please see below a copy of the email sent by my husband last week to ADT to ask for this chargeback reversal. We received an email response today saying we have to talk with Safe Streets. However, Safe Streets continues to send us back to ADT. This is the worst customer service experience I have ever had in my 55 years. We will be taking legal action against both companies if this matter cannot be resolved to our satisfaction and immediately. Dear ADT Residential Cancels Team, Good morning our names are **** and ******************* and we are writing to request a chargeback reversal in the amount of $906.96 - but also to inform you of a customer service experience unlike any other we have ever encountered before. To make things easier, I am sharing the following information in bullet point form: Our current service/home address is *************************************************************. Our former rental address as an ADT customer was *********************************************************************. Dates living at this address: June, 2021 March, 2022. Our account number at BOTH locations was/is ********* this never changed. Our email address is ******************** this has never changed. Our phone numbers are ************ and ************ these have never changed. Our forwarding address notice remains in place from our rental address above. On January 12, 2022, while out of town on a business trip, I received a call from my wife, ****, to say that we had received a letter in the mail from a debt collection agency. She read the letter to me over the phone and with neither of us recognizing Safe Streets and certainly not an outstanding balance with them. I advised her that it was probably just a scam or perhaps an attempt to collect a debt from the former owners of our new home of 10 months/current address above we were perhaps being connected to the debt by association of the address of the former owners. Thankfully, she decided to call ***************************************** before discarding the notice the rep said that the debt was indeed real and in our names. Frankly, we were floored and then extremely angry to first learn anything about the debt from a debt collection agency and remain so. So for context and timeline, our family home of 19 years sold very during a housing market like none other we have seen before and we moved into a newly-constructed, nearby rental at **** Mimosa Bloom Court (full address above) until we decided where to move next in the area. We along with several of our neighbors across the neighborhood who also were now renters, were greeted by an agent with blue ADT signs in hand at our front door. We signed up for security and monitoring services complete with ADT signs planted at the front and back doors and we paid our first bill and every bill thereafter as well to ADT. We were not aware of a third party vendor relationship through who we now know from the debt collection agency as Safe Streets. Nationwide and particularly in our housing market, the housing inventory was very low and when we were able to secure a home, we did so, closing on the sale and moving quickly to our new address in March of 2022. As we did to update all our accounts, we called ADT to transfer our services to our new address at *************** Point, a mere 12 minutes across town. When my wife called to do so, the agent simply said that we would keep the same account number and then instructed us to schedule an appointment to with a local representative/sales person to install any needed equipment at our new home as ADT was not the current provider at the new address. We were not made aware of anything about a third party vendor, any concern with that vendor we were to simply request to start the new service at the new address, which we did and assured that my account would remain the same. I met the rep/installer to approve of the needed equipment and asked again if we needed to do anything with regards to services between the addresses and was assured by him that as we had already notified ADT of our move and our intent to remain a customer of ADT, that the transition would be seamless. We paid for the new equipment to update our new home and went about the business of moving in. Through all of these transactions, there was never any mention of Safe Streets, a cost, a fee perhaps for moving early nothing. Again, I cannot begin to describe to you the surprise, anger, and frustration to learn of all this from a collection agency. For these reasons and the ones that follow, I am requesting that ADT, as our current provider of security services, issue a chargeback reversal in the amount of $906.96. There is NO excuse for our not being notified on so many levels of our relationship to a third party vendor, of any problem or concern with our moving to a new address but ESPECIALLY of any outstanding balance to anyone. Safe Streets is YOUR vendor, an extension of how you do business as ADT how you onboard your customers, how you communicate with your customers, and how you transition willing customers as they move. As a customer, they represent you and in this case they have not represented you well. When these reps show up at consumer doors with blue ADT signs in hand, THEY ARE ADT. I am hoping that the writing of this letter will in some way help others. My wife and I have literally spent hours on this oversight and one that we had no idea that existed until we received notification from a DEBT COLLECTOR. Nothing has changed our names are the same - we have been married for close to 30 years, our email address of over 20 years is the same, our cell phone numbers, our employers are the same and we still receive mail from the forwarding address from the rental. The only thing new is our address and we notified ADT of our wish to disconnect service and restart service at our new address. There is no excuse for this chain of events for me to learn of an alleged debt directly from a collector both your vendor(Safe Streets) and you have all of this information why was there no prior attempt to make us aware? We have now made innumerable calls to any and every number we can access ******************-************ and 1-866-8883) for ADT to resolve the issue at no time could any ADT reps find ANY DEBT associated but on four occasions, I did speak with reps who were familiar with the charge back request for which we now ask and shared, too, that they have dealt with them personally but that we would need to speak with a manager. I would ask you to refer to the service notes that I requested on our account of this activity. As I retold our story with each new call, each transfer and have each time asked for each of the reps to escalate the call to a manager - and have now requested no less than 5 times a call back from a manager. Each time I was assured that I would indeed receive a call and that has never happened. This is unacceptable from a customer service standpoint. I have retained screenshots of the duration of the calls, many in excess of two hours our attempts have ended with dropped calls, and transfers back to the call queue for another extended wait time only to retell the story again Through the years, **** and I have maintained and still have immaculate credit and scores simply put, we pay our bills. I am incensed that a failure to notify on so many levels nor the willingness to help us resolve our issue, has put or credit reputation at risk. Its ironic to me that as we have diligently paid each month for our security services from ADT, that we werent threatened nor robbed by an intruder - but rather, and again, ironically by our provider, ADT and an associated vendor your vendor, an extension of your company this, too, is inexcusable. I respectfully ask that you ***** our request for the satisfaction of this significant oversight in the amount, $906.96 and then, too, please work to resolve the lack of communication and negative impact of this third party vendor on behalf of your customers. I would not wish this experience on anyone.We look forward to your reply and ask as well that you acknowledge receipt of this email. *Note I am writing you this email from my work email address, **************** our home address related to our account remains the same, ********************. Thanking you in advance for your consideration and for your help with the resolution of this oversight so that the integrity of our credit remains intact. Sincerely, **** and ******************* ************ ************

  

  Business Response

  Date: 02/11/2023

  ADT agreed to reverse chargeback. Recalled from collections. No Balance of the Contract due.