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 has 17 locations, listed below.

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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

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

  
• 

  Safe Streets USA, LLC

  5670 W Chandler Blvd Ste 250 Chandler, AZ 85226-4101

• 

  Safe Streets USA, LLC

  251 Little Falls Dr Wilmington, DE 19808-1674

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:10/31/2022

  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 contacted *** in August 2022 to set up a video security system and received a call from Safe Streets, an authorized provider for ***. I told the representative what my needs were. The main purpose for this system was to have video monitoring, which would include 1-2 indoor cameras and an outdoor camera on the garage. Also, I was seeking the traditional door and window contacts. The representative said that everything that I was seeking was available and included in the package. I was also told that they could provide a doorbell camera at no charge, but if so, I would only be able to have 1 indoor camera, and not 2, to which I agreed. An appointment was made and I paid a $99 install fee. I called back a day later to add additional window contacts, as I had miscalculated the number needed on the initial call. I was told that this would be no problem and that the installer would have more than enough contacts to install.
  
  When the installer came to set everything, he was friendly at first. But then, he began telling me that everything I ordered was "wrong." He said that I didn't need contacts on the windows, that I needed ones that detect vibration. But these were not included. I had to pay extra. He also said that he did not have the information about the increased number of contacts and that I would have to pay for those as well. There were several more attempts to upsell me, in an obvious bait and switch. When I became irritated, he said "I can just leave." I said no, to finish installing. Partway through the install, he went over the contract with me, which I signed electronically on his tablet. He finished installing what he had, and started to leave when I asked about the 2 cameras. He said there were none, but he could install them for $700. I said it was supposed to be included. He showed me the contract *after the page that I had signed* showing equipment to be installed. No cameras?! That was wrong!
  
  There's so much more. Please see supporting documents!

  

  Business Response

  Date: 11/01/2022

  We have reviewed the sales call to verify what was offered. The customer was wanting 3-4 cameras/video devices, but was told by the sales rep that only 1 would come free with their package, and that they would have to purchase any additional video equipment. The customer agreed to this with the sales rep and when the technician came they had a doorbell installed. A supervisor also reached out to the customer and offered them a camera at a discounted price but the customer refused. 

  Customer Answer

  Date: 11/05/2022

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

  It is not true. If I had been told that I would be buying the cameras, I would have gone with the other home security company that I had a quote from.

  I also notice you did not address your bait and switch tactics. Ought to be ashamed of yourselves.

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

• Initial Complaint

  Date:10/31/2022

  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.

  on Tuesday September 20, 2022, a representative with ADT company showed up and read out to me all equipment that he was going to install on that day. The company committed to installing door ring, however After installing camara in back of the house and Sensors inside the house he informed me that he was missing the camera for doorbell ring but will come back in 2 days to install however he never returned. I have made numerous calls to ADT customer service, and they have made 4 different appointments for a representative to show up but still no one has come to install I'm being told by ADT that they are still waiting on equipment, and it's been almost Three weeks since initial installation. I have paid a total of $166.00. The company has not given me and account number so that it can be tracked! ADT has not tried to resolve the issue and I would like a full refund and cancellation of contract.

  

  Business Response

  Date: 10/30/2022

  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: 10/31/2022

  This customer has entered a contract and will need be let out without a penalty. If CM wants to cancel, they would be required to pay 75% of the balance of the contract remaining. SafeStreets *** came by and and installed the owned camera on October 8, 2022. If the customer has any questions please call into us at ************. Thanks!

• Initial Complaint

  Date:10/20/2022

  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 spoke with a representative regarding ADT home security equipment and service (was transferred to a representative at "Safe Streets" by a company called All Connect). The rep I spoke with reviewed all the terms of the "deal" ($2,000 worth of equipment for only $99 for a 2-year commitment and $59 monthly monitoring) and was told I'd receive a $100 gift card to offset the $99 charge. The rep asked for my credit card to secure an appointment with a technician. HE claimed we would NOT be charged anything today and that the card would simply secure an appointment, that the technician would show up with all equipment, and review the details of the "deal" and we could send him away or move forward with the installation of equipment. If we moved forward with install, THEN our card would be charged. He said he had to run my credit and I informed him we have a freeze on our credit to avoid identity theft but could temporarily lift it at my lunch time. He said he would call me at 1 PM. I asked for all of the details of our call to be put in writing and emailed to me, which he assured me he would do. I received neither an email NOR a phone call, but I sure did receive a $99 charge on my credit card that same day! I was explicitly told I would NOT be charged.

  

  Business Response

  Date: 10/20/2022

  The $99 was an authorization, which does not actually pull money from the account. The activation charge serves to make sure we are not over-drafting a customers bank account in the case they do not have enough money in their bank account to pay for whatever is being purchased. The customer should not see $99 leave the account, it will likely just say "pending." On our end this is the only payment transaction, as customer has cancelled their account. The activation fee has also been voided on our end so again, customer should not see $99 leave their bank account.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18247773
  
  I am rejecting this response because: I was never notified my card would even be run. I was told it was simply to secure an appointment. They should have said, "A hold will be placed on your card in the amount of $99." However, they did refund the money to my account after I called and spoke with a supervisor. I just want them to understand these practices are unacceptable so they can make changes within their organization. The individual I spoke with also never emailed me a confirmation of what we discussed (as I requested and he said he would), nor did he call me to make sure it was ok to run my credit as he said he would.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/20/2022

  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 saw an ad on Facebook for this company that they offered an $100 gift card for signing up for service but when I called into the call center today to find out where it was today. They said it was actually a $99 refund on my install charge and it was refunded same day it was installed but I’m not seeing it on my bank statement and they charged taxes on that amount as well. They also fooled me into opening a credit card to synchrony bank for a credit line for additional equipment I purchased when I could have used a credit card I already had. The rep didn’t tell me I was signing up for it until I was reading the disclosures in my email.

  

  Business Response

  Date: 10/20/2022

  The customer was never to receive a $100 visa gift card, what they were offered was a refund of their Activation Fee.  

  The Activation fee was approved as a refund on August 29th, for the amount of $105.56. 

  Attached is photo evidence of this transaction. 

   

  No further assistance or compensation will be provided. 

• Initial Complaint

  Date:10/17/2022

  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.

  Beginning of July of 2022 my husband and I decided to switch from ADT services to Vivint security services. Vivint gave us a $1,000 **** gift card to buy out our remaining contract with ADT. My husband, ***, called to pay off our account and close it out since it is his name. Mid July (2022) *** called and paid $1,000 from the gift card plus an additional $44 and some change out of pocket on his debit card. Even got confirmation that the account was closed. A few weeks later we get a billing notice that we still owed $1,045 to ADT. *** calls to make sure everything was still in order. It was not. For some reason the billing company is showing that they took the payment but a technical part on adts end doesnt show it applied to our account. They said they are going to refund the money. Send a check since we no longer had the gift card. A full month has passed by and we have not received the check. We called again when we got notification that adt planned to auto draft the payment from our account we had on file. Explained we havent far the check. They agreed to not auto draft since the check hadnt been sent yet. They still drafted our money 9/4/22. Now we are negative in our bank. They have not refunded our original payment and are now telling me as I type this there is nothing they can do. Weve been on the phone with them for over 3 hours getting the run around.

  

  Business Response

  Date: 10/14/2022

  The customer did not pay the gift card payment to ADT, but to Safe Streets; who has yet to send a check to ADT for the balance. 

  SAFE STREETS USA LLC
  5305 ***************** STE 100
   ******, **, 27529
  ************
  Please forward this on to the correct company.

  

  Business Response

  Date: 10/21/2022

  On our end we see that a rebate check for $1059.64 was sent and it was cashed on 9/19. If the customer claims they did not receive and cash this check, they will need to provide bank statements from that date that show the check was not cashed by the customer. 

• Initial Complaint

  Date:10/17/2022

  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 contracted with ADT security company in April. They contracted with a third party called Safestreet to install my equipment and it has been a down hill experience since. It took them 9 weeks to get the installation and problems finished and I am still having problems with the equipment. I contacted Safestreet on Aug.8 ***** and they informed me that as of Aug.15, 2022 they would no longer be servicing my contract , that it would fall back to ADT. I contacted ADT on the evening of Aug.15, 2022 only to be told that they would not be servicing my contract until Jan.. I had to contact ADT an number of evenings and be on hold for a minimum of 45" each time to finally get a supervisor in **************** that would take my complaint. That was 2 weeks ago on Aug. 18, 2022. A Man named ****** told me a rep from ADT would call me. No one has. I now have 2 back yard camera that are not working , so I have no security in my back yard. I would very much like to be finished with this terrible company as they have the worst customer service and the most lousy equipment that I have ever experienced. In the first 3 months they have had to replace numerous cameras , sensors and monitors in my home. Their wait times to speak to a representative are excessive. This third party , Safe street , sent reps out to start a job at my home who arrived late every time and would leave after 10:30 pm . They were disrespectful of me, my time , and the fact that I have a job that requires me to be up at 4:30 am. and I am a single woman. They were no shows at 2 appointments that they made and they refused to work on a thermostat that an ADT rep had installed. The fact that neither party will contact me or show up to repair and or replace my faulty equipment should be a valid reason for me to cancel my contract and get a full refund .I payed $7, 878.43 for this system. the contract stated that it can be cancelled for grounds up to six months .I will forward you a copy. AZ company.

  

  Business Response

  Date: 10/14/2022

  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: 10/17/2022

  Safe Streets is unable to provide any assistance to this customer as she has threatened legal action. 

  All matters moving forward must be handled via her lawyer as stated by her on Sept 24th, 2022. 

   

• Initial Complaint

  Date:10/13/2022

  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.

  Bought Cameras/Service Back In July 2022, Setup Was Great, Techs were Great, Problem Is the customer Service. Cameras Been down Since 9/12/2022...Called In Three or four times For Help...No Luck, Service still Down

  

  Business Response

  Date: 10/17/2022

  Customer will not be receiving in store credit. If customer wishes to speak with SafeStreets USA then the customer can call into us at ###-###-####. For the customer's notice their 90-day warranty has now ended as such all service appointments will be done directly with ADT. 

  Customer Answer

  Date: 10/18/2022

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

   

  Thanks Trudi...We will Go From Here.....IGOT THIS!!
  
  
  
  Sincerely,
  
  ****** ******* **
  
  

• Initial Complaint

  Date:10/11/2022

  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.

  When I was living at ***************. I took out a contract I took the contract out with Ring by ADT but then when I moved they told me that I could not use my ring on my house that I moved into I had to get a whole new system which was a lie I could use the rain but they gave me a whole new system and they gave me till September to make up my mind whether I wanted to keep the system or not I happened to buy two more sensors because I bought the two sensors they told me I could not revoke my contract because I have purchased two sensors Ill call them and ask them to send me something so I can send them back to ******* they told me I would have to pay the early redetermination fee and I told them I was not paying the early redetermination beef one because you lied asked you for the ring alarm system not to ADT but you gave me blue instead All I want is for them to have their equipment back and to cancel my contract and leave me alone

  

  Business Response

  Date: 10/09/2022

  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: 10/12/2022

  The customer entered into an agreement nearly 1 full year ago, on Oct 23rd 2021, the Ring Doorbell the customer received was a gift from their Sales Rep and had no bearing on the amount they paid for services each month.  At this point, if the customer has relocated and needs assistance, they will need to work with the company who reinstalled them as it was not Safe Streets. 

• Initial Complaint

  Date:10/07/2022

  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.

  We ordered ADT security system from this business. They installed the system and it gave us numerous issues within days of installing. We tried correcting the issues with the help of the personnel over the phone as they were not able to come over the weekend. The alarm would go off abruptly so we had to disarm and not use the system. When we sought cancellation as it did not meet our expectations, we were asked to pay a hefty penalty.

  

  Business Response

  Date: 10/08/2022

  This customer entered a contract that has a 3 day right of rescission. Customer would have to pay 75 percent of the balance of the contract in order to end services. This customer has called in recently now not wanting to cancel and looking into relocating which we do offer. 

  

  Business Response

  Date: 10/13/2022

  The front page of the contract explains the relationship between SafeStreets, the customer and ADT. The contract is submitted to ADT by the dealer(Safestreets), who then decides if they will purchase the contract. The contract also explicitly states that the customer may cancel for whatever reason inside of 3 days of installation, after which the customer must pay 75% of the balance of the contract. The customer will need to call in and either have a technician go out, or see if our in-house technicians are able to help them solve the issue. 

  Customer Answer

  Date: 10/16/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business refuses to understand that their product or service could be defective and a consumer should be able to cancel a contract if the system does not work in that City due to the local rules.
  
  
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  Date:10/07/2022

  Type:Order 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 had an ADT salesman come to our house that is associated with Safe Streets USA, LLC to sell us a home security system. At the time of the sale we made it clear that we were unable to start this until the beginning of next year. The salesman (*********************) said that because he was able to save money on other homes in our area because they were getting more limited systems he would give us our first 6 months at no cost. I asked if he needed to get that approved and he said he would. He then called "his manager" while we were in the room to confirm that this offer was OK to make. This happened on August 8th, 2022. At that time ***** said that we would need to make the initial purchase so they could have our card on file and he sent me a Venmo to repay the initial payment amount. ($63.99) I have since been charged $63.99 every month even though we were sold on the understanding that our first payment would not be until February 2023. In total we have paid $127.98 of unauthorized purchases. I reached out to ADT who referred me to Safe Streets USA. When I called I was told that no agreement was noted on our account and that we would be unable to cancel without a fee. We were informed that we had 3 days to cancel without incurring a fee. I told them that this service contract was signed based on an agreement that was untrue. I gave them the information of their sales person and said that I would like a resolution and I would not be paying a fee because we had been lied to. I was told they would have a manager reach out to me but that has not happened. I am wanting a refund for the unauthorized charges of $63.99 on September 6th 2022 and $63.99 on October 4th 2022. I would also like my account canceled without the fee and for the equipment to be removed.

  

  Business Response

  Date: 10/08/2022

  The customer's claim that they weren't supposed to be charged until February 2023 is being investigated, we will notify customer with outcome. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18182420
  
  I am rejecting this response because: I sent over my explanation of the situation  to Safe Streets USA on  Friday **** and asked for a confirmation that it was received and have heard nothing. I emailed again Monday, October 10 and asked again for a confirmation and again, have received no response. I do not believe they are working in good faith to fix this issue. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/18/2022

  Customer called in a week ago saying they have screenshots of the deal that the sales representative gave them. We need to see those screenshots so we can verify the offer on our end, if customer could call us at ************ and get the email of one of our agents and send the screenshots to them. With this we will be able to verify the claim that the customer was not supposed to pay their monthly monitoring till February and get this situation rectified. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18182420
  
  I am rejecting this response because: I did call the number this morning and spoke with *******. She stayed on the phone this time to confirm that she received the email and sent me a confirmation email. I have asked for a response with a timeline to make sure we get this resolved. I would like to keep this open until Safe Streets gives me a response. As the email address they gave me on our initial call was either not monitored or incorrect. I would like to make sure this gets resolved before the next billing cycle which will be November 3rd. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/21/2022

  We have been able to review the photos sent in and it looks like the customer will be getting a rebate check to cover their monitoring costs till February. This will also be backdated to time of install so a rebate check covering 7 months total of charges from ADT should be arriving to the customer in the next few weeks. 

  Customer Answer

  Date: 10/24/2022

   
  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,
  
  *****************************