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

  10 Dorrance St Providence, RI 02903-2018

  
• 

  Safe Streets USA, LLC

  6 City Ctr Portland, ME 04101-4000

  
• 

  Safe Streets USA LLC

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

  

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:06/11/2025

  Type:Sales and Advertising 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.

  Overcharging for late fees despite auto-pay, attempting to reset my password to gain access to my account and resolve any billing issues but not receiving a password reset link to the email address associated with my account.

  

  Business Response

  Date: 06/13/2025

  Please be advised that the customers concern regarding late fees and billing is specifically related to the monthly monitoring rate, which is administered and billed directly by ADT, not SafeStreets.
  For resolution of any billing mattersincluding issues with auto-pay or difficulties resetting account passwordswe respectfully recommend that the customer contact *********************** at ************. Their team is equipped to verify account credentials, resend password reset links, and review or adjust any monitoring-related charges as necessary.
  As this matter falls outside the scope of *************************** services, we kindly request that the complaint be closed accordingly.

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased safe streets ADT for my home about 10 days after they installed it, I started having issues. I called them, and they were supposed to come out. And fix it at no charge, but then decided to try to tell me they're going to charge me money to fix my system. That's when I told them I was going to cancel. They threatened to steal money out of my bank account because I had my banking information. And my credit card information, I had you get new debit cards, new bank account and also had you go ahead and get another credit card issued to me. So they couldn't try and use it. They're supposed to fix anything or any problems. Within the first 30 days at no charge, they refused to come out to fix anything. They have blocked my phone number. So I cannot even call them but yet they have turned me into A collection agency. I've asked him to come out and fix the problem. And I would continue with their service, but they don't want to even come out to fix the problem. They left their ladder and a drill at my house. I let them know about that. They don't even want to come and get those. I'm not going to pay for a product that does not work or I'm going to be charged. For them to come out and fix it less than 2 weeks after purchasing the system, I spoke to addt, they told me, I don't owe anything safe treats wont-work. Listen to them. That won't do anything they're supposed to do. I'm not going to deal with this problem. Or have them try to hurt my credit? Because the company that they hired has threatened me multiple times But to block my number, my wife's number. So we can't even contact them about anything very inappropriate and you also have to take the doorbell camera off at least every two weeks and charge it for a full day.So then you have no protection on your front door

  

  Business Response

  Date: 06/10/2025

  SafeStreets has reviewed the concerns raised by the account holder regarding the installation, service experience, and subsequent account status.
  According to internal records, the customer’s system was installed and activated in mid-October 2024. Less than two weeks after installation, the account holder began reporting issues and subsequently requested cancellation. However, the Balance on Contract (BOC) remained unpaid, and the account was placed with HDA, a third-party collections agency, as of February 6, 2025. Once an account is under third-party collections, SafeStreets can no longer engage in direct communication with the customer regarding service or billing. All inquiries must be directed to HDA, which will coordinate with SafeStreets if necessary.
  It is also important to note that, during multiple interactions with customer service, the account holder engaged in behavior that included repeated profanity, verbal abuse, and legal threats. As a result, the customer’s contact numbers were blocked across both phone systems to ensure the safety and well-being of SafeStreets representatives. This action was documented in compliance with internal policy regarding abusive interactions.
  The account holder has stated that equipment, including a ladder and drill, was inadvertently left at the premises. If these items remain at the location and the account holder wishes to coordinate retrieval, this request must also be directed through HDA, which will inform SafeStreets accordingly.
  SafeStreets acknowledges the account holder’s frustration and understands that this outcome has not met expectations. However, due to the status of the account and the nature of past interactions, all further matters must be handled through the assigned collections agency or SafeStreets USA compliance team.

  Customer Answer

  Date: 06/10/2025

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

  Well, this has gone on for quite a few months. I'm not going to pay for a system that does not work. I will go to court and we can speak to a judge. A judge is not going to tell me to pay for something that does not work which I have asked him to come fix multiple times but now they have blocked my phone number. So they will not even answer a phone call. I still have their equipment at my house. And they never took the first night. I started calling and letting them know the problems with the system as soon as it started to happen and they refused to ever come out. And help me, I want to go to court. I'm going to hire an attorney. I will see you guys in court and I promise you that a judge is not going to make me pay for something that does not work.Get your ******* ***** out here and ******* fix your ******** and once again, you ******* blocked my phone number. I cannot even call you guys and get through to allow you to know the problems that are going on. There's no judge in this world that's going to tell me, I have to pay for something that does not work. And has not worked 9 days after I purchased the system. And you guys want to charge me to come out and fix what you fucked up. I didn't ******* put it in. I didn't fuck it up. You guys did get it fixed. I will pay if not. I'm going to request that we go to court. I will hire an attorney, and I will see you in court, and I'll have him get everything taken care of and then you're going to pay for that attorney, also, this is going to get very expensive for you i am not going to back down. I want my stuff to work. So I can have my house protected. You guys have failed me miserably. Why can I not call your company? Why is my number and my wife's number blocked? I'm going to leave this on your website.I'm going to leave this on multiple.Websites about how much of a piece of shit company you are and never to use your company.The last review, I left a 134,000 people saw it i'm going to leave this on Facebook. All social media, even your website, allowing people to know never to use you, you're very untrustworthy, so I'm personally going to go down and file. Small claims actions requesting all of my money back that way. Then we can get this taken care of and so in court, and I'm going to be asking for all of my money back for the product. I've received from you guys am also going to be questioning. You pay my attorney and all my attorney fees.

• Initial Complaint

  Date:06/09/2025

  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.

  Due to weather, the installed cameras will not reconnect to the phone or the panel. Instead of attempting to help fix via phone, they require a technician. IT IS MY FAULT that we lost power and must pay someone to fix the issue instead of having another method of attempting to fix before somone has to be paid to fix an issue that I DID NOT CAUSE. Says it is in fine print in the contract, yet that was not discussed upon purchasing the products. HAD I known that they had no other recourses I would have went with a safer more reliable company for my cameras for security.

  

  Business Response

  Date: 06/10/2025

  Please note that, as outlined in the service agreement, damage or system malfunctions resulting from acts of Godsuch as weather-related power outagesare not covered under the warranty. At this time, a technician visit would be necessary to resolve the connectivity issue between the cameras and the system panel. As this service is not covered under warranty, a standard service fee will apply for the appointment in which the homeowner was made aware.
  While we regret any confusion regarding the terms of service, all warranty limitations, including exclusions related to weather or power loss, are included in the signed contract. We strive to be as transparent as possible, and we appreciate the feedback as we continue to improve communication during the sales process.
  If the account holder would like to proceed with scheduling a service appointment, wed be happy to assist.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23443545
  
  I am rejecting this response because:

  All I needed was the cameras reconnected to the *** and my cell phone. Instead of offering assistance, they just wanted to charge a fee to come out. The best part is I did not need a technician just help guiding through how to reconnect them to the *** and my cell phone app. My neighborhood was able to assist me in how to do it without the need to have a technician come out. We live in ***** and a power outage is going to occur.  There are steps that could have been provided as the cameras WERE WORKING just needed to be reconnected. So the tech was not even necessary. YOU Just want to charge a fee without the ability to even try to troubleshoot. I NEVER SAID THEY WERE NOT WORKING THEY JUST DID NOT CONNECT TO THE SYSTEM IN PLACE.

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

  

  Business Response

  Date: 06/17/2025

  In response to the concerns raised, SafeStreets USA would like to clarify that its agents acted in full accordance with company policy and the terms outlined in the service agreement documents signed by the homeowner.
  As acknowledged by the homeowner, the issue arose following a weather-related power outage, which is not covered under the manufacturer or service warranty. Furthermore, based on the nature of the issue and the limitations of remote diagnostics for certain equipment types, a service appointmentsubject to a standard feewas the appropriate and required course of action.
  While we appreciate that the homeowner was able to resolve the issue with the assistance of neighbors, our agents followed correct protocol in offering a technician dispatch when remote support was not a viable option. Please consider the matter resolved and close the complaint.
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23443545
  
  I am rejecting this response because: we can agree to disagree and close the claim.  However, as a business that provides service to thousands of customers you need better systems in place to not require someone to pay a service fee to just help reconnect their equipment. It was not broken just needed assistance in reconnecting to the **** Maybe you should actually have something in place to help customers and if that did not work then a service fee would sound like a better option. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/05/2025

  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.

  SafeStreet opened a credit card in my name and I was fraudulently charged for $5000 worth of equipment that I did not want. I immediately tried to cancel the charge and the contract. ADT recognized that we were within the time frame to cancel the charge and contract, but SafeStreet would not follow through with their own policies. It is not my signature on the contract, and I can prove this. We will be seeking legal action if we do not receive a resolution as it has been two years I have been fighting this issue.
  
  I have been working with Synchrony to come up with a resolution, so I did not want to include BBB while waiting for a response from them. They have still not given a response, so I decided it was time to include BBB.

  

  Business Response

  Date: 06/13/2025

  Please be advised that SafeStreets has a completed Welcome Call on a recorded line, during which Mrs. ******* ********* clearly acknowledged and agreed to the terms and conditions associated with the Synchrony loan tied to her account. During this call, she confirmed that the selected loan amount and financing plan were accurate and acceptable. This recorded call serves as documented consent to the financing agreement.
  Furthermore, we have a separate recorded conversation in which Mr. Gerome *********, Mrs. *********’s spouse, acknowledged contacting SafeStreets outside of the three-day Right of Rescission period to request cancellation. ADT has also confirmed that no cancellation request was submitted within the allowable three-day window. During this call, Mr. ********* was advised of the Balance of Contract that remained due to the cancellation being requested beyond the rescission timeframe.
  If Mrs. ********* believes the monitoring agreement or any related documentation was executed fraudulently, we take such allegations very seriously. We kindly ask that she submit a formal dispute to our Compliance Department so that the matter can be thoroughly reviewed. The Compliance Team may be contacted directly via email at ***************************

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: 23430302
  
  
  
  I am rejecting this response because: My husband cannot agree to anything in my name or that goes on my credit. Only I can give permission for anything to be done in my name. I would like access to the phone call please. I would like to listen to it. I did call within the three days to cancel the contract and I spoke with ADT. They were fine with the cancellation, but I was told I would have to call SafeStreet. I called them as soon as they opened again and was told it was not within the three day period. However, they were closed during that three day period. That should not be held against me. I would like everything to be picked up and the contract canceled as I originally requested within the allowed time frame. That is the only acceptable resolution for me. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 06/19/2025

  Please be advised that in order for any recorded calls to be released to the homeowner, a court subpoena is required, as per company policy and privacy regulations.
  If Mrs. ********* can provide verifiable proof that a cancellation request was made within the allotted three-day rescission period, SafeStreets will gladly review such documentation. However, please note that the ability of SafeStreets to process cancellations for this account ended on November 18, 2024. Any cancellation requests beyond that date should be directed to ADT, as they maintain control over account cancellations after that time.

  Customer Answer

  Date: 06/20/2025

  
  
  Complaint: 23430302
  
  
  
  I am rejecting this response because: My husband did not have permission to accept anything on my behalf. The signature on the contract is definitely not my signature, which makes the contract invalid to begin with. I will be working to get a court order for the phone call because I also have proof of the conversation that took place and it does not match what the company is saying happened. I will also provide proof that ADT was contacted within the three day window and that SafeStreets was closed and, therefore, there was no way to reach them during the three day window. I have been fighting this charge since two days after the original installation. What was pre-arranged with ADT is not what happened. I was taken advantage of by SafeStreets and I do not want to see anyone else treated in this same manner. There are many similar complaints about this company. I really hope I can keep other people from being cheated and lied to by this company. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:05/23/2025

  Type:Billing 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.

  We purchased ADT security for our home in Texas address ***** ********** *********** ****s. We were promised the first three months free. The said they mailed us a check and it would take up to 6 weeks for delivery. The six weeks are up today. No check. I was told that it may be delayed. When I paid the security it was by credit card and they processed it within 24 hours. But they refuse to give me the rebate by credit card.

  

  Business Response

  Date: 05/23/2025

  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.

  Customer Answer

  Date: 05/23/2025

  I did sign up with SAFE STREETS USA LLC
  **** * **** * 
  ***** ** ********** but all payments are sent to ADT and I was told by Safe Street that the reason it takes 6 weeks is waiting on ADT to send the check

  

  Business Response

  Date: 05/27/2025

  After reviewing the customer's account, it has been confirmed the customer was mailed a rebate check. They were told that it could take a few weeks to arrive at the initial time of it being mailed, but they spoke to a supervisor on the phone last week and were told that at the latest it should arrive by 5/24/25. A request was submitted to Safestreets accounting team to investigate this further as the customer should have received the check by now. 

  Customer Answer

  Date: 05/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not received a check as of 5/27/25.  It should not take 6 weeks for a check to be received   With electronic banking the rebate could be sent and received it a matter of hours. If the mail another check we are looking at another timeline in which they are continuing to earn interest on our money!  I am on a fixed income and need the rebate now.
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 06/02/2025

  Customer called and spoke with a manager of Safestreets customer service team on 5/30. They were informed Safestreets accounting team was reissuing the check and at the time they accepted that solution. Unfortunately, rebate checks are the only way the accounting team processes these types of requests as ADT is the company the customer pays for monthly monitoring so there is no way for Safestreets to refund money paid to ADT. Hence why Safestreets provides rebate checks to cover the amount promised to the customer. 

  Customer Answer

  Date: 06/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I still have not received a rebate check.  I was told by Safe Street that accounting needs to verify no check was cashed. If there was no check cashed they will reissue a check.  Safe Street said the new check will take up to 6 weeks to mail to me.  I am not Sue what mail system they use that takes that long.  I requested it be sent certified. No response yet from Safe Street Accounting
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 06/04/2025

  Our accounting team has reissued the rebate check to the preferred address the homeowner requested.

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is no mail system that takes 4 to 6 weeks to deliver a letter in the USA.   I believe The company is holding funds to collect interest on customers funds!
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 06/06/2025

  The check should arrive before the 4-6 weeks, however that time frame is given to the customer in the event of incorrect processing or errors. After the time frame has passed, a new check can be issues as the previous would be very likely to arrive past that point. The customer has spoken with members of Safestreets customers service management team and has been informed that the check is on the way. Additionally, the customer has a different account on their address than where they wanted the check sent to which is why they never received the original. 

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my address was changed with them before the check was mailed and all mail was forwarded from Texas to Pennsylvania 
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 06/10/2025

  The rebate check has been sent to the preferred address as requested by the homeowner, rather than to the site address where the security system was installed.

  Customer Answer

  Date: 06/10/2025

  
  
  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. Once I contacted BBB the company was able to send a check and I received it in 4 days. It is a shame that companies treat customers this way.  Needed a third party to become involved.  Will let every know “Buyer Beware of Safe Street”
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/20/2025

  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 called in February of 2025 and was offered $200 off my total balance owed. I wasn't told it was a conditional offer. I called back May 2025 and was told the $200 off still applied so I agreed and payed off the balance owed after the $200. I received a call a bit later from a manager telling me they were refunding the money I had just paid as the $200 off wasn't applicable any longer. The manager refused to honor the agents word.

  

  Business Response

  Date: 05/27/2025

  A member of Safestreets management team approved the $200 discount due to the error of communication on the side of Safestreets. The customer was given that discount and has now paid off their equipment. Notes on the account show the situation has been resolved. 

• Initial Complaint

  Date:05/14/2025

  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.

  *** ***** w/ *** was my salesman. I have a text message telling *** on Monday, July 15, 2024 @ 8:45a.m. that i have decided to do away w/ the security system. *** replied @ 10:27a.m. I did as *** ask and pay for the 3 months of service (June, July, Aug) To this day, *** nor any other employee has YET to come get their equipment and now I get hit with this huge bill that has been turned into collections. I would NEVER EVER recommend this business to ANYONE. They have 3/3 stars/5!! The system had NOTHING but ISSUES from the very beginning and *** was aware!!! How should I be held reliable for this bill when I have proof that I told *** i do NOT WANT system?? *** ALWAYS had some type of sales pitch as he simply would NOT take NO as an answer! My resolution is/was for *** to cancel my subscription and come get the equipment @ the end of August 2024. Had *** done what I, the customer requested NONE of this would have NEVER gotten to the point where it is!!! Plz Plz Plz help me with this matter! Thank You! The debt collector is ************************************ ************************************************************************************************************* ************* Reference: ******* I am NOT paying Safestreets as this is ***** fault and NOT mine. If it were my fault, I would CERTAINLY do the right thing of paying outstanding balance. I also want to be removed from collections.

  

  Business Response

  Date: 05/16/2025

  The customer was installed on June 14, 2024. On this date they signed a contract that outlined they would have 3 days to cancel without penalty. Per our records the customer did not make any attempt to cancel until August 20, 2024. The date mentioned by the customer of texting their sales representative to cancel also would have been outside of their 3 day cancellation window, and the customer accepted a service appointment to reconnect their system on July 17, 2024. At this point the customer has been placed with an outside collections agency, and Safestreets compliance department has advised that all contact with the customer be directed to that agency. 

• Initial Complaint

  Date:05/11/2025

  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.

  A salesperson came to the door and took advantage of my elderly relative. She believed that Safe Streets was a charitable organization that was looking out for her welfare. She didn't get to review the contract before she signed it on an iPad. She didn't get a copy of the contract for us to review within the grace period. She's now stuck in a contract. She does not need and did not want a security system.
  Further, the sales person keeps texting her like a friend so she's worried about hurting the sales person. She believes that the sales person feels really bad about taking advantage of her.

  

  Business Response

  Date: 05/12/2025

  After reviewing the complaint, there is no information given by the author about the customer they are referring to. If the author of this complaint could please provide the name, email address, or phone number of the customer then we can investigate their situation further. 

• Initial Complaint

  Date:05/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began service with ADT through SafeStreets in December 2024 and was charged approximately $60/month. A few months later, I downgraded my plan to $40/month after deciding not to use certain equipment that required the higher-tier plan. Multiple representativesvia phone and online chatassured me the billing would be adjusted accordingly. Despite these assurances, I continued to be charged $60/month for several months.Initially, I was told this was due to unreturned equipment, but later I was informed the equipment had in fact been received. Still, the overcharging continued. I had to coordinate a three-way call between ADT and SafeStreets to finally have the billing corrected.During that call, I requested a refund for the overcharges and was promised a reimbursement check. That check never arrived. I followed up and was told a second check would be issued, which caused further delays and inconvenience.Two weeks ago, one of the security sensors stopped working. I scheduled a technician visit, but on the day of the appointment I was informed there would be a $60 service feesomething I had not been told in advance. I canceled the technician visit due to this surprise ********* date, I have experienced poor communication, repeated misinformation, and a clear lack of transparency. I have asked to cancel my contract and return the equipment but am told that I would be charged a feel totaling over $1,000. Given the repeated billing errors and unfulfilled commitments, I believe I am asking to cancel my contract without penalty and be refunded for the equipment.

  

  Business Response

  Date: 05/08/2025

  Following the customer's installation, an adjustment was sent to ADT to fix the *** but there was an error that prevented that adjustment from going through that wasn't caught. In an effort to help make it right on our end, the customer was offered and accepted a 1 month rebate check to offset the difference. That rebate check was mailed on 3/11/25. *** has also changed the customer's monthly rate to the correct amount. For the service fee, Safestreets gives customers a 90 day warranty, which is outlined in the contract the customer signed, where their system can be fixed at no cost. The customer has passed that time period and is now subject to the services provided by *** and the fees associated with those visits. However, Safestreets also offered the customer a rebate on 5/6/25 to cover the cost of the service fee in an attempt to help the customer have a better experience. The customer declined that offer. The contract signed by the customer also includes the cancellation policy, outlining that the customer is given 3 days to cancel without penalty. Should the customer choose to cancel after those 3 days, they will be subject to paying off the contract. 

• Initial Complaint

  Date:04/11/2025

  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 moved into a new home and Safe Streets was contracted from *** to install my home security system. The technician improperly installed most of the equipment, and also added things on that I did not want, and I did not catch. They are claiming because it has been 2 months they cannot refund me or take back the improperly installed equipment or the snuck in equipment. Almost none of my sensors work because they were installed wrong. When it just recently started getting warm, I was opening windows and noticed the security system was not announcing it. At this point I noticed they were all installed improperly. After doing a big look into the *** app I have I noticed the shock sensors I do not recall asking for or wanting. I agreed to the glass break, the door/window sensors for open/close and the Carbon monoxide/Smoke detection and monitoring, along with 2 cameras. I have no confidence anything is going to work right. I am disparaged by them acting like I should have known the install was improper within their 3 day return window. I Originally just wanted a refund and return for the improperly installed equipment, but now I want a full refund, and I want them to take all their equipment back. I already took time off work to do this, they already drilled holes through my walls, glued things to my painted structure. All this will require fixing after removal/moving the stuff. I have to take more time off work to get things fixed, I just want it returned and refunded.

  

  Business Response

  Date: 04/14/2025

  The customer signed and agreed to a contract on the date of installation that outlined all of the equipment and pricing related to the equipment, the contract additionally includes the cancellation policy outlining that the customer had a 3 day right of rescission period to cancel without penalty. The customer only recently let us know about issues with the system, but is not allowing Safestreets to fix the issue and is just wanting out of the contract. Safestreets has offered the customer to service the system at no cost and has offered an additional 2 month service rebate to the customer to compensate them for the sensors not working. If the customer chooses to decline these offers and wishes to cancel, they will be held to the terms of the contract that they signed.