Complaints
This profile includes complaints for Safe Streets USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 419 total complaints in the last 3 years.
- 89 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/27/2022
Type:Service or Repair IssuesStatus: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.
There is something very shady and wrong with this company. It's IMPOSSIBLE to get in touch with anyone and once you do, you are met with customer service reps that are completely incompetent and just keep placing you on hold and forwarding you to someone else that does not know what's going on. I have wasted hours on hold, trying to get basic questions answered. I moved into an apartment building and no longer needed the service. I was told that I was still under contract and could not cancel without a large fee of approximately $1,500 but suggested ADT Blue for my unit type instead which would just be a camera. I agreed. Then I realized that my contract was not being transferred rather I was signing for a new contract that started over again and NOT continuing with the rest of my term. They unfairly keep you locked in. Now, I just received my new equipment in the mail and it's the WRONG equipment. It's supposed to just be a camera for inside the apartment and instead got sent all the windows and door sensors which I do not need. I would be fine to call to get this resolved but knowing how difficult it is to talk to anyone and all the hours and time I would waste, I am not going to do that. I feel like this company makes this process frustrating on purposes so people will just continue to pay for a service they don't need or will use. This feels like a scam! BUYER BEWARE!!! I want my contract canceled without the fee.Customer Answer
Date: 11/21/2022
I still have not received resolutions from my first compliant about getting my services canceled. Now I am being charged for both my current residence services AND my old one. I tried once again reaching the number provided in the email notification of payment and was told that I need to be transferred to SAFE STREET and they handle the billing, I get transferred to SAFE STREET for them to turn around to tell me I need to talk to ADT relocation service, AGAIN I am on hold for another hour and being told they can't help me either. THIS COMPANY IS A SCAM. BEWARE. I believe they make this process as frustrating as possible in hopes people will give up and not try and cancel their account or get billing errors corrected. RefundBusiness Response
Date: 12/27/2022
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: 12/29/2022
This customers original ADT service has been cancelled on our end at SafeStreets. Customer has received what they requested of SafeStreets and it appears their issue is with ********, so for further information they will need to contact ADT.Initial Complaint
Date:12/15/2022
Type:Order IssuesStatus: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.
Almost 2 months ago I thought I was calling ADT. When I spoke to the person he said the deal is ****** camera, ****** for installation and ***** a month. I continued to ask him if that includes all the windows and doors I just told you about and he repeated with a yes! I continued to ask him a few more times about the cost. He repeated to tell me yes that is all. I set up an installation date, the man came out and after 2 hours he put an iPad in front of me and said someone will be calling me to confirm this job. At this moment my son was in the *** My mind was all over the place. When I received the call and confirmed the job I signed an iPad and after signing I saw ******* for equipment. I said wait no one told me it was going to cost this much I would never have agreed. The installer said sorry you will have to call and tell them. Well, a week went by because my son was in hospital. So I called who I thought was ADT a week or so later and told them that what I signed was not what I agreed to. The man on the other end said, well why did you sign it? I tried to explain, that the reason I wanted an alarm system was because I feel unsafe and wanted some protection from my soon to be ex husband. My son was in the hospital so this is why I am calling now. He said well then its the installers fault for not making you aware. I said, you cant put blame on installer. I said, please take all your equipment out I dont want it.He said you signed a 36 month contract and the only way to get out is to pay it off and that includes the ******* in equipment. He said, you can call sycronony bank and take it up with them.I am on my second appeal. In the meantime I have been doing my own research.I called ADT headquarters and they told me that this company is a dealer of ADT, they have their own installers and equipment. Also I had to call them to replace a battery and fix an issue with the alarm system. So I feel that I was lied and ******* into believing this company was ADT.Business Response
Date: 12/15/2022
Customer did not call in to ************************** until being installed for a month. We have it on a recorded line that they spoke to one of our agents and agreed to a loan through ******************* for the extra equipment. If the extra equipment was not wanted, the customer had the option to not enter into the Synchrony loan as we do not submit the loan until the customer has spoken on the phone with our customer service office and confirmed they would like to proceed. The customer will have to pay the balance of the contract in order to cancel, but this will not get rid of the Synchrony loan if done.Customer Answer
Date: 12/19/2022
Complaint: 18576740
I am rejecting this response because: They were very misleading .My first original phone call asking about service was with *******. I gave him all my window count and doors and he continued to say it will be ****** for extra camera that was the only extra I agreed to verbally. Also ****** for installation and ***** per month for service. Installer was there for 2 hours plus, he then put an iPad in front of me and yes I signed it agreeing to a woman about service agreement! No ever ever quoted or told me ******** for equipment. When I called and ask the real ADT about the equipment they said howmuch?? That doesnt sound right. I am willing to pay ******* but not *******! Either they agree or I will go to a news station. They have complaints on their sight that they have done this to other people! Please help me BBB
ever
Sincerely,
***********************/**********Business Response
Date: 12/19/2022
We have the customer on a recorded line speaking to one of our agents agreeing to a loan through ******************* for $4806.59. In the same call, permission was requested of the customer to submit the loan to Synchrony and the customer gave their consent.Customer Answer
Date: 12/19/2022
Complaint: 18576740
I am rejecting this response because:This is absolutely wrong of this company! When the installer was there I said my son is in the *** Recorded conversation? Why are they not going back to original conversation that I had prior to setting up installment. I am going through a divorce and that is why I wanted a security system. Second I would never have agreed to an installation date if this much money was discussed. Thirdly, this happened so fast I didnt even have a moment to think because an iPad was pushed in front of me with a phone call and I needed to get back to hospital by my son. This is really unethical. And I said, please take it all out. Plus, today Dec. 19th the system in my home is not setting correctly because it is saying something is wrong! I just had someone out to fix it. I will be calling tomorrow Dec. 20 to get someone to come out again. This tells me the equipment is not worth ********. I have a business and when a customer is unhappy or feels they were wrongly charged I do everything for that customer so my reputation is not tarnished! Word of mouth goes a very long way. Please take all your equipment out.
Sincerely,
***********************/**********Initial Complaint
Date:12/07/2022
Type:Billing IssuesStatus: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 been harassing me via telephone and email stating that I didn't pay August payment in the amount of $63.99, in which I did. I've sent them over the information from my banking account showing the payment had been withdrawn from my checking account, and I also called my bank ****************** and the representative also confirmed the payment was withdrawn and that the payment wasn't returned. Since all of this, I jut received a new bill stating that I owe for August 2022, which has been paid. I need assistance with trying to get this matter resolved as Safestreets has done nothing to get this matter resolved, but harass me!Business Response
Date: 12/08/2022
The customer has paid their balance for July and August. It appears the date in the system is incorrect, and the bill should say it is for September not August, as the customer still owes for the months of September, October, and November. The customer may call in to pay this, or if they have their account information may pay it on alarmpayments.com.Initial Complaint
Date:11/29/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In September of 2021, my family and I moved from one house to another (from ***************************************************************************** - to ******************************************************************************). We had ADT ******** Systems (and their partner? Safestreets) come to the new house to install the new system. Come January 2022, I noticed that ADT was charging us for both addresses. So I called and asked them to stop charging for the old house. Instead, ADT mistakenly canceled both accounts. I did not ask them to do this - we were already paying $116 a month for the new equipment - wouldn't make sense for me to cancel the new account. *** admitted that they made a mistake doing this and several times said that this was resolved. Was not.Fast forward to about a month ago, I received a letter from ****************** ****************** *************) saying we owed $1069. I had NEVER received anything from ADT or Safestreets saying we owed anything and found this odd. So I called the agency and the rep said this happens "all the time" between ADT and Safestreets. (This is profoundly concerning to me - that someone from a collections agency would even know this. How they maintain an A+ rating with BBB I have no idea.) Anyway, the rep told me that it is an early contract cancelation penalty - and that ADT needs to pay Safestreets back for this. She said the collections agency needs to see proof that this has happened before they can close our account. I have pulled phone records and I have spent over 12 hours trying to resolve this. Both companies tell me I need to call the other company. I am at **** end here and will be filing small claims paperwork or possibly opening up a broader lawsuit. At this point Safestreets says they have nothing to say to me and ADT is refusing to take proper ownership of their mistake. Despite spending many hours trying to figure this all out, this is not a complicated situation. The solution is simple - but ADT refuses to take care of it.Business Response
Date: 11/28/2022
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: 11/29/2022
Today (11/29/22) we called ****************** to confirm that the customer was recalled from collections, and they let us know that their account was closed on 10/19/22. If the customer is having further issues with this, they can call our customer service department at **************.Initial Complaint
Date:11/28/2022
Type:Sales and Advertising IssuesStatus: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.
Door to door salesman for *** misrepresented himself and ***. The salesperson alleged that my current home security company - ****************** had gone out of business and he could provide new home security service with ***. I was asked for my personal contact information which I provided. Little did I know that the gentleman used by contact information for illicit means in addition to opening an *** account under my name. Come to find out, ****************** is still in business; *** tech tried to remove the Safe Home panel which the wires began to burn, yet he went right ahead and installed the *** panel. I asked would *** repair the damaged ****************** panel and I was told no. Now, I have two active accounts: one with *** and Safe Home. I do not want *** service, as well I suspect the *** sales representative used my personal information to withdraw monies from my bank account. I want to file criminal charges against the *** salesperson and have ************ panel repaired is the only resolution that would satisfy me. Thank you.Business Response
Date: 11/27/2022
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: 11/28/2022
This customer has submitted a fraud case and we investigated the situation where we confirmed that customer signed contract legally and also did a welcome call confirming details. Customer later filled damage claim where we learned that customer told technician that a certain outlet is broken and brought out an extension cord to give electricity to panel. We will investigate this claim of "*** tech tried to remove the Safe Home panel which the wires began to burn, yet he went right ahead and installed the *** panel". We will update customer with outcome.Initial Complaint
Date:11/21/2022
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ADT, charged me over $7000 for a security system that is missing almost all the cameras I bought. The nest doorbell camera they installed the doorbell doesnt work. I paid for eight outdoor cameras surrounding my home to replace the old ones. None of them were replaced but I paid for them and was told they were installed along with three in doors. Only one camera was installed it was the free one that came with the package I signed up with. I never got a copy of my agreement of what I was charged for or the breakdown of each item and why the system which had no cameras cost so much. I would like a copy of my agreement as well as to have all the work finished or simply have my money back if they are not capable of doing this kind of security service. If they cant hire qualified technicians to do installations and they continue to sell products that are not being installed without explanation or any paperwork that is FRAUD and should be looked at very closely by the ATTENTION GENERALS OFFICE of the ************** who perhaps I should write next. I might be old but I am not stupid and this company may be taking advantage of a lot of elderly individuals in order to line their pockets. I feel they should be audited. Right now I would like my issue resolved quicklyBusiness Response
Date: 11/21/2022
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: 11/22/2022
The district manager for the customers area is aware of the situation. He along with the technician who did the initial install have made multiple attempts to contact the customer in order to schedule a service to make sure the customer has all the owed equipment, as well as have a fire certified technician out. The manager has left multiple voice messages on the customers phone with information and it is now on the customer to do give ************************** some sort of response so we can fulfill the contract on our end.Initial Complaint
Date:11/08/2022
Type:Billing IssuesStatus: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 installed standard equipment at my home that I purchased with Meritage, which was supposed to be complimentary for a year. I was charged $129 for the initial installation which I was told will be refunded as it was a standard protocol during installation, but when I checked later I was charged an additional $100. I also confirmed with the technician who visited for installation that the service was complimentary for a year and after that I had a choice whether to continue with a paid service. He asked me if I knew what service I was getting installed, and when I said I didn't know he called his office to find out and completed the installation and left.Next month I got a bill from Safestreets for $70. So I called safestreets to check on it because it was supposed to be complimentary for a year. However, it was very difficult to reach anyone and it is still to this date. When I call either I'm transferred endlessly, and even when I end up talking to someone they're unable to help. When I called this last time, I was finally able to speak to this lady who said she'll get back to me after she got to the bottom of it, but she never did. I recently got a new bill that said it might be sent to collections, so I called back just to be told yet again that they couldn't help me. This is unacceptable because someone from Safestreets made the blunder, whatever was installed was without my consent, and I've tried communicating with safestreets several times to remedy this mistake unsuccessfully. Hence, I'm requesting BBB to step in and help me as I can't seem to be heard by Safestreets. I'm requesting for these bills to be cancelled and whatever service was installed without my consent to be removed. I don't recommend Safestreets for their unprofessionalism, their huge oversight and painfully difficult communication process.Business Response
Date: 11/08/2022
The $100 charge is for the activation, which the customer called in and asked about and this was explained to them. The $129 is for the first 2 months of their monitoring, after which the monthly rate would go down to the agreed upon $64.99. There is a signed contract on file that states customer has agreed to 36 months. In regards to the year of complimentary service, this is not something we would offer, and the technician has confirmed that he did not tell the customer that this was the case. Furthermore, the contract states that the company is not bound by any promises or offers that are not explicitly stated in the contract. The customer claims they did not authorize the service but admits he was speaking with the technician who installs the equipment. In order to cancel customer will need to pay the balance of the contract.Initial Complaint
Date:11/07/2022
Type:Service or Repair IssuesStatus: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.
This company is not answering questions and have taken advantage of a Disabled Veteran. Call directly to the company you're looking for. They solicit me and didn't tell me all the caveats. I found out later that this has happened to many people.Business Response
Date: 11/08/2022
There was an initial sales call done on 10/20 and the installation was done on 10/27. The customer agreed to the service both times, at their rate of $59.99. Customer has called in and demanded we give him a decreased rate and free equipment or else he would cancel. In order to cancel customer would have to pay the balance of the contract and they will not be receiving the extra equipment.Initial Complaint
Date:11/03/2022
Type:Order IssuesStatus: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 contracted this service on January 21, 2022. I was offered 2 cameras and three contact devices on my doors for free if I'd pay $59 per month monitoring. Ever since that date, not a week has passed in which I didn't have to phone the tech department and request that they reboot their system. First they do nothing and state I need a tech that costs $100 to come out and see the equipment; I refused their tech and insisted on troubleshooting. I have made over 40 call, spent numerous hours trying to compel them to fix their problem. The same problems is occurring now but they refuse to help without being paid. I have paid $600 for their faulty service. They refuse to help repair the problem as they did before. I have no security but have 2 working cameras from ADT. If not resolved, I will contact the **** and make a claim in court for lost time, and the entire price of the contract. The resolution I seek from Safestreets is that they continue to repair the problem over the phone until their contract expires.Business Response
Date: 11/05/2022
This customer has called in multiple times to get help with his cameras outside of his 90 day warranty period. Our in house technicians have made various attempts to fix the issue over the phone but the only other solution is sending out a technician which would include a service fee. During the customers last few calls, it was discovered he had an active VPN and this could be the reason the cameras are having problems. Customer has called in and is waiting for one of our in-house technicians to give him a call to try and troubleshoot. We would ask the customer please maintain a professional demeanor when our technicians call him because it has been noted that in his past few calls with our agents the customer has treated our agents disrespectfully while they try their best to solve the issue.Customer Answer
Date: 11/09/2022
Since the inception of my contract with Safestreets, an ADT authorized dealer, there have been problems with my contract for services with them. At installation the customer is provided with a guarantee of return of their deposit of $99. I spent numerous hours of my time collecting the **** card refund of $99. I had to send it by certified mail at last, for the company had not responded to my e-mails and telephone communications. I finally collected the $99, from their NC branch. A month later, I was in collections, NC;Safestreets was threatening to submit the account to a ****************** I was paid one month in advance, and still remain making payments 2 weeks before they are due. That issue was also resolved in writing.
To say that Ive had a dozen communications with tech support and customer service would be to severely lowball that figure. My communications with customer service and the techs have always been pleasant; I call to make my payments over the phone because I like to talk them. They are pleasant persons.
An ongoing problem, systemic problem rather than technical,continues to cause troubleshooting occurrences, problems that have not ceased: these problems were easily remedied through troubleshooting over the phone, troubleshooting the customer cannot do alone. The problems are similar in nature: no live feeds, no trigger, one camera only, or both cameras out. During my first 90 days I had numerous occasions to call and troubleshoot, and collect my $99 refund; some calls were more lengthy than others, and I speculate that I have spent more than 30 hours trying to receive the service that was agreed on, and that Ive paid for, from the inception of the agreement. I was solicited to pay $100 to a tech approximately 5 times during my warranty period.
However, the problem was always easily remedied by a tech troubleshooting his device and mine. The tech would send an email that requested my authorization for his entry into my cameras, every time, and proceed to resolve the simple issue of correcting their system. Every call made by me to a tech, was solicited with a service tech visit @ $100, per visit. Every technical issue I called them for during the 11 month period to date, was resolved over the phone, after my refusal to pay a tech. ***** and ***** are the techs in question; they are the ones who have, in the past, been professional, talkative,but mostly theyve always resolved the simple problem which I couldnt resolve, and obviously a tech was not required to resolve; theyre selling me the tech a lot harder these days. Im still not buying.
The tech would not be coming to my home to fix equipment; the cameras are in perfect working order. A tech is no more needed now, than one needed every other time their system failed; inside tech troubleshooting was performed successfully, 100% of the time, if you are willing to spend the time,lots and lots of time. A tech is still not needed, however they still insist that one is required resolve the chronid=c issue which does exist because my system is completely operational at this time: i.e., the various attempts to fix the issue, are misleading and inaccurate statements. They have always fixedthe issues that I called about: one camera, no live feed, trigger not working,etc. All were repaired over the phone and completely. Hypothetically if I would have accepted their solicitations for a home visit, I would have paid them over $1000. Some would call this delusion for it has no bearing in reality. ***** and ***** are created a false need, assuming the other parties ignorance and desperation.
It is deceiving, and disrespectful to this complaint process of the BBB, to propose that this issue, is a chronic problem without repair, and hence, as a final solution, they must insist on a tech visit @$100.
The tech visit is sold to the consumer in the first 90 days @$100, while still under warranty. The truth is that their cameras are ADT, and good cameras they appear to b; but, the system that controls them is insufficient to provide consistent service without excessive troubleshooting, and further, these two attempt to profiteer from their inefficient system by telling the consumer, every time they call, that a home visit is required, @$110 a visit. The indoor techs spend their time selling outdoor visits @ $100 per. All calls are recorded and subject to their review and possibly the arbitrators,if one is necessary in the future. I hereby give my permission to play and reproduce all the tapes of all my calls.
Safestreets current problem is what is at issue in their letter; I believe our problem, only problem, started in the first week of November. It is a problem that has no history. Our responder dedicates most of the response to his personal feelings and emotions, and that is what this is all about. His name is ***** and he works with *****: They are the techs who became ****, sardonic, sarcastic, and disengaged with conversations, playing gas-lighting games.
I called Safestreets and spoke to ***** who oddly answered without identifying himself. He was ****, rude, and non-responsive to my question, which was, if the *** could be the problem on the live feed on my PC. He remained silent for very long periods of time, refusing to acknowledge my voice. Then, he hung up the phone. I called back and spoke with *****, the supervisor he claims. When I asked him the same question about the *** interference, he began to speak with himself. What? Its your PC! What? You want to buy a ***? He was shouting.
I called back and selected **************** this time, and I lodged my complaint with Ms. ********************************** She apologized for ***** and ***** (she could probably hear them shouting) and advised me that she was sending emails to management to try to send a tech for free. She was very kind and courteous, and we enjoyed some laughter together.
After speaking with ********************, or Katt as I call her, I called tech and spoke to *****; he identified himself clearly this time with exaggerated emotional tones in his voice, still playing a game of some sorts. He was clearly disrespectful to me, and as discourteous as anyone could be. I posed the same question to him that I had an hour earlier, this time asking that he control my cameras. He told me I should call Norton360 and attempt to purchase 2 new devices, i.e. cameras. He added that he could not control the cameras and I responded that he could by sending me the same email he had always sent in order to resolve the issue.
They claim they discovered my *** during that time; this is a fundamental misrepresentation of what happened. The purpose of my call was to talk about my *** and the live feed on my PC, and the possibility that it was interfering with the other. Safestreets kept me on the phone ofr an hour,selling a visit, and playing adolescent gas-lighting games. ************ should employ ethical, and responsible people.
Safestreets has not confirmed, or denied, the fact that Norton interferes with their Live Feed to date, for their iphone app operates a live feed on the same Norton 360 security. Apparently that is a question they dont have an answer for, but are willing to come to your home at $100 to click turn off on my Norton 360 PC.
In conclusion, I advised Safestreets that other sites had also blinked, asked for verification, etc. My bank wont respond unless Im on Face ID. So I was not in a frame of mind to argue when I called, or completely ignorant to the *** or the problems it can create on some sites. I simply needed to know if Norton was affecting the live feed on my PC, because it wasnt affecting my Iphone with the same ***.
As requested in error by *****, I did troubleshooting with Norton,and they incorrectly blamed Safestreets for the disfunction.
After speaking with people who sounded like theyd lost their emotional grip, disrespecting persons who pay the bills, that pay their salaries on numerous calls, and selling tech visits as a remedy or cure,I turned off ***. The problem was solved. ****** had erred by shutting down the auto-protect and firewalls only.
Slander, and libel are torts in this *********. Safestreets records their calls, and they need to check these calls in question, and discover their employees irrational behaviors, deceptive practices, and slanderous lies in writing. I request an apology from an officer of this corporation, in this hearing with the BBB and all that follow.
I answered my original question about *** use with a PC, not a phone. The Responder claims that Im still waiting for their call. And SafestreetsResponder wants to resolve the non-issue with a tech visit @ $100 per call.
Sincerely,
****************Complaint: 18356235
I am rejecting this response because:
Sincerely,
Business Response
Date: 11/09/2022
Customer has some various ongoing issues with their cameras that have not been able to be resolved. From what has been explained, it has been determined that the issue is not with our equipment and is an issue with the customer's desktop computer. At this point our in-house technician department has concluded there is not anything they are able to assist with, the only solution we are able to offer is to have a technician come out and see if there is anything else we can do with a $100 service charge. This fee is due to customer being out of their ****** warranty, which was passed on April 20 of this year,and is the same policy we hold with every customer who has passed their warranty period. As the customer has access to the *** control App and can view their cameras live feed there, we have provided the customer with the full service that was promised.If the customer would like to get that service appointment scheduled with the $100 service fee they can give us a call back at ************.Customer Answer
Date: 11/09/2022
Complaint: 18356235
I am rejecting this response because: Due to Safestreets past history of lack of service, due to their troubleshooting problems, I have had to spend a great deal of time, (money) resolving all the problems to date. I have spent over 30 hours trying to get the service I pay for. Safestreets has refunded the money which I paid while my service was interrupted and interrupted. I estimate that I did not have service for 15 days during the last 11 month period. Although they sell tech support, they decide when an outside tech is required; and Safestreets solicits an outside tech with every proble, even those like mine that required a simple adjustment to their system. As I explained earlier, I would have paid them over $1000 if I had followed their instructions when calling to troubleshoot. In addition, I have been slandered by them in order to correct a simple issue. Rather than explain the situation at hand, they're making judgements based on their morality. I am not disrespectful, and have never treated anyone at Safestreets in that manner. They agree that what I say is true. So they need to credit my account for the lost time, including the time expended to collect my refund of deposit, and the certified letter costs, and all costs associated with my efforts to correct their problem and collect my money. The 'tech' department has ceased from answering my calls. Numerous calls have been placed to **************** who cannot seem to get a tech on the phone. If this problem of refusing to credit my account for their errors, refusing to *************, persists, I will contact the *** and begin Arbitration as delineated in our contract. Currently, I cannot call tech support when by devices are inoperable, nor will I pay $100 without a logical reason for the visit, and an explanation as to why the issue cannot be resolved without of visit to my home. Safestreets has terminated our relationship; they violated CA law to do so. Therefore, based on their history with me, a history of selling visits that are not needed, and escalting this matter to the point of not providing customer service, lying, mistreating, slandering, and billing for a service that they so many times have neglected to provide, I hereby make my first demand for restitution and demand that I be served as all customers are. Safestreets actions can now be seen as discriminatory towards me, unless they have proof that they cut off all their customers who won't pay an unneeded visit and then are subjected to these violations.1) Restore ****************
2) Cease and Desist from slandering my character
3) Refund the money I paid for all the times that the service was down
4) Refund the cost of collecting money promised (i.e. 120 days collecting my money)
Sincerely,
***********************Initial Complaint
Date:11/01/2022
Type:Order IssuesStatus: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.
Purchased/had an ADT security system installed 8/30/22. On 10/24/22 we received notifications that our garage window sensors are malfunctioning. I called to place an appointment for service. My appointment was scheduled for today 8/31/22 and the technician was to arrive between 8am and 12 noon and was to call me when he was on his way. It's after 12 noon and I have received no call and the technician no showed. I tried to call both Safe Streets customer service and ADT customer service all weekend because on Saturday morning my security system disarmed itself due to the malfunctioning sensors. In order to arm the system I had to bypass the sensors which means my system would not alarm if the sensors on those windows were tampered with. My house hasn't been secure since and I am paying a lot of money for this equipment and service each month. I left call back numbers with safe streets customer service automated system and have not received a call back yet and have yet to get through to safe streets customer service or adt customer service. I've called multiples times Saturday, Sunday, and today. This is uncalled for. I've never see.n such poor customer service and for a security system at that! It's shameful. I finally got through to safe streets. Told the phone rep that my technician no showed my scheduled appointment and I was told I would be placed on a brief hold, it's been 15 minutes and no one has came back on the line to address my issues. There is a 6 month money back guarantee. I want to invoke that. Please help me.Business Response
Date: 11/01/2022
This issue has been resolved and we were able to have a technician out today albeit outside of the original time window provided. The customer has been compensated for their time.
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