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

  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

  10 Dorrance St Providence, RI 02903-2018

  
• 

  Safe Streets USA, LLC

  6 City Ctr Portland, ME 04101-4000

  

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:09/09/2022

  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.

  When I moved into my new home ADT seemed like it would be a good choice to secure my home and I thought I was ready to make the move to a professionally monitored system. And why wouldn't ADT be the route to go? They are the biggest name in professionally monitored systems and have been for many years. Unfortunately, from the very first interaction, it was confusing and disappointing. I should have seen this coming when on the install day (which was also moving day for me) the install person from Safestreets was a no-call, no show. I had paid a family member to sit at my house and wait all day for no reason. Once the system was finally installed my doorbell camera was broken and all my cameras did not work together in a single app. I have to flip back and forth between apps just to look at my 3 cameras. I have gone through countless hours on the phone between safestreets and ADT being looped back and forth. I was under the impression that such a reputable company would stand behind their 6-month Money Back Guarantee. This is not the case! I have spoken to each company numerous times about being extremely dissatisfied and told of all the hoops I would have to go through in order to qualify for the guarantee. You must have 3 service calls within those first six months and still not have your problem resolved. I have taken the days off of work to sit here for all the service calls and on the last visit I was told that there was not going to be a resolution to my problem and that I should expect a call to schedule an uninstall and begin the cancellation process. Here we are 2 weeks later and I have still not heard anything, so I reached back out to Safestreets. I was very forcefully told by 2 people that I am stuck in a contract and the only way out is to pay them. They claim the camera's are not a part of the 6-month guarantee and only the security system is. I don't even care about a refund, I just want to cancel the service like I have from the second day in.

  

  Business Response

  Date: 09/12/2022

  Safe Streets has provided services for the system and have explained that the separate applications is resolvable, should the customer wish to pay a service fee to swap out the doorbell for a hardwired one if the home allowed this. 

  The customer does not qualify for the 6 month money back guarantee and did not like the options provided to him. 

  The customer escalated and advised they would be writing this complaint, but that does not negate the fact that the options have already been provided to them. 

  The cameras function as intended, the customers issue is with the fact that they have to use 2 separate phone applications to use them, a solution for this was provided to them which they chose not to complete. The customer can pay the *** or accept a service appointment as we will not be cancelling the account without penalty. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 18004889
  
  I am rejecting this response because:

  I feel this should be communicated prior to the install and not after the contract is signed.  Had I been made aware that this system would not function within a single application without additional costs incurred by me hiring an electrician to run additional wiring I would have chose to go another route. Also, when these complaints were originally brought to the companies attention , rather than being told that cameras do not apply to the guarantee due to the fact that they are surveillance equipment and not security equipment, I was informed that I had to have 3 service calls to try to rectify the issue and then would be considered for cancellation. It was not until after I took the days off from work to do the 3 service appointments and still have not got my original issue resolved that they are now claiming to only offer cancellation for security equipment related issues and I do not qualify because my unresolved issue is surveillance equipment related.

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

  

  Business Response

  Date: 09/13/2022

  Once again these are the options, schedule a service to swap for a wired doorbell.  This is not the fault of Safe Streets if the home does not support this. 

  The customer does not qualify for the 6 month money back guarantee.  This is for an issue that is unresolvable and multiple attempts have been made to resolve the EXACT SAME thing. 

  The customer signed a 36 month agreement and is liable to pay the Balance of Contract should they wish to cancel.  

   

• Initial Complaint

  Date:09/07/2022

  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.

  Hello The last week of July, I wanted to switch my home security service from Vivant to ADT. Safe Streets an authorized ADT technician took Vivant items off my house and installed their own equipment.After installation I learned from Vivant, I still have two years on contract with them. I cancelled my ADT service within the three-business day grace ******* Safe Streets came back to remove and collect their equipment.A Vivant technician came out to reinstall their equipment that was removed by Safe Streets ADT authorized technician. ******'s installation tech said that most of the equipment that were taken down are too damaged to be reinstalled. After purchasing new replacement Vivant equipment, I contacted multiple reps from Safe Streets and ADT for a reimbursement. I sent pictures of damaged equipment as requested. *********************************, Safe Streets Manager, stated they were not responsible for damaged equipment. Couple of reasons ******* gave; no proof damage was caused by their technician; ****** took the opportunity to double bill me for equipment.I am looking to be reimbursed the $700.00 paid to Vivant for equipment carelessly take down by Safe Streets.Thank you for any help

  

  Business Response

  Date: 09/07/2022

  Safe Streets USA removed the Vivint equipment when the customer signed up for their ADT account, no damage was caused to the equipment and the equipment was left at the home with the customer. 

  We will not be providing any compensation for the Vivint equipment that was left on site. 

  The customer will need to work with Vivint about the allegations that the equipment was damaged.  We have advised that evidence of the alleged damage is required, before we will take the word that equipment is damaged when they are likely wanting the customer to purchase new equipment instead of reinstalling the existing. 

  The customer has been provided more than ample opportunity to provide the necessary documentation of the damage and has repeatedly failed to do so. 

   

  We will not be providing compensation. 

• Initial Complaint

  Date:08/29/2022

  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.

  08/06/22 alarm system installed with camera's on 08/24/22 i received and email stating my upload limit had been reached. I called ADT who said the 3rd party Safe Streets has the contract. I called and told them I wanted to cancel because I was not told there was a limit of video monitoring. So now my home has no video surveillance until the next 30 day cycle. I told them I would not have purchased such a plan that is not giving me the coverage that I called for upon install. The person on the line during a call offer to sale me more service which is ridiculous just a scam to make more money . The last person I talk to at safe street only said I could buy myself out of the contract for 75% that they so deceitfully sold to me and have not had even 30 days and I have been trying to call for the last 4 days not clearly giving me what I ask for. It was deceptive practice and they can come get their equipment that is not doing what it's suppose to do any but still expecting payment.

  

  Business Response

  Date: 09/06/2022

  As stated in the contract that was signed by this customer. It states, " IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS INITIAL 36-MONTH  TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19(B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES." The customer can call in to us at ************ if they have any questions. Customer will not be let out of contract without paying 75% of the remaining total monthly service charges. 

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17794399
  
  I am rejecting this response because:  The business and representative who showed up on site was deceptive and failed to disclose the limitation that came with this package. I called set the up I was clear that wanted 24hr round the clock security and video monitoring on my home. I only found out I did not after may 3wks of service after I received an email that stated video upload quota met and I called to only find out what the problem was. NOT only did they deceive with the service they were providing the also told said they needed to run my credit for additional equipment but what they failed to say is that IT WAS AN ACTUAL APPLICATION FOR FULL LINE OF CREDIT that I DID NOT NEED OR WANT AND AGAIN ONLY found out AFTER I RECEIVE A CREDIT CARD I NTHE MAIL WITH A $5000 LIMIT ON IT.  TO not take blame for their deceptive business practices is fraud on ever level BUT THE only response they have is I signed paper work ... yes paper work for a service that I thought I was getting not for all the extra added or limitations.   DECEPTIVE BUSINESS PRACTICES AT ITS WORST. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/29/2022

  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.

  On May 4, 2022 an employee of ***/Safestreets came to my house and said that he could sign me up for *** security system and reduce my ATT and Directv bill by charging me ***** for *** per month and bring my ATT/Directv bill from ****** per month to ****** per month. He said that I needed to write a deposit check for 99.oo to *** and that it would not be cashed. He even said that I could write "VOID" on it, which I did. He then took a photo of it and gave it back to me. I still have it. I noticed that the check was charged for ***** and he unknown to me set me up on an automatic payment plan that I did not authorize. I have tried for several weeks to try and find out why this was done, with no success. My ATT/Directv bill has not been reduced and I was told by ATT that they are not connected to ***. I feel that this is a scam and I have contacted my bank to block any further charges to ***. I have called *** to cancel and was told that I signed a contract. I told them that they have not held up there part of the deal and I don't recall signing a contract. I have already disconnected the *** system and I asked for an address to send it back to them, but the woman from *** told me that I could not do that. I told her that I am cancelling *** and I am not going to pay anything to them.

  

  Business Response

  Date: 08/28/2022

  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: 08/30/2022

  Customer completed a signed congratulations sheet and a recorded Welcome Call outlining the clear differences between ADT and AT&T. 

  At this time the customers ADT Account is cancelled, and their sales team has left multiple messages to assist with the AT&T promotion, but no calls have ever been returned. 

  The customer will be held to their Balance of Contract for their ADT services. 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17593912
  
  I am rejecting this response because:

  I have never received any message from ADT or Safe Streets regarding this. I told them when I called that I never agreed to a contract with them under these circumstances.

  What do they mean that they are cancelling me but being held to it?

  I feel that they were dishonest about the way they presented the sales pitch, by saying that they would not cash the deposit then they did cash it and then taking my account information and charging me without my knowledge and then not giving me the *** price that they offered and I could not reach anyone with ADT or Safe streets to resolve the issue..

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

  

  Business Response

  Date: 08/30/2022

  The customer agreed to an ADT Contract but contacted ADT to advise they are cancelling services.  Despite this, the customer is still liable for the services they signed the contract for, additionally the equipment is still in the home from May of 2022. 

  The customer must call in to discuss there account at *************. 

   

  Additionally, Safe Streets has no affiliation with the AT&T promotion, and the customer must answer or return the calls made by their Sales Team. 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17593912
  
  I am rejecting this response because: I did not agree to a contract as described above. ADT/Safe Streets/ *************** or whoever it was said that I would not be charged $99 for installation. Not only was I  charged $99, they took a photo of my check and put me on automatic payments which I did not agree to. I was also told that I could cancel for any reason within 6 months. They said that they would lower my ATT bill and it would take 1 to 2 months. After more than 2 months, I tried to call the salesman with no luck. I then called ADT and after being on hold for a long time, I was given another number to call. I called that number, evidently Safe Streets, and they tried to blame ADT and something called *************** or something like that. I was told that someone would call me back. No one called me back. I then called ADT again and told them that I thought that they were scammers and that they did not live up to their side of the agreed upon paper, which was written by hand by the salesman. ADT did not want to take responsibility. I told them that I did not agree with them and that I did not want ADT. I told them that I would send back their equipment. The woman wanted to argue with me. I told her that I was not going to argue. The system has been de activated since July 20.  ADT appears to be a scam company that tries to bait and switch.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/01/2022

  Once again, the customers account cancelled outside their ROR time period. 

  They will be held to the terms of the agreement and we will pursue the balance of contract. 

  Again Safe Streets and ADT have nothing to do with the AT&T promotion, nor are we able to assist. The customer has been receiving calls to obtain assistance but they have ignored those calls. 

• Initial Complaint

  Date:08/29/2022

  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.

  At the beginning of July 2021, I moved into a house that had a new ADT system installed by previous owners (within the last 4 years) so I called to have someone come do a walk through and set up the system in my name. Two days before the scheduled walk through, a man from Safe Streets USA came by and said that he was there to do the walk through. It was bizarre that it was two days before a scheduled appointment but learned he was sent by ADT. I VERY specifically stated that I only needed the system for one year, as I already knew I would not be staying in the house longer than that. The man says he understood and had me fill out and sign the contract documents on a phone, which made it impossible to read. He "accidentally" had me sign a 3 year contract but then I signed a Notice of Cancellation since I knew that I only needed to use the system for a year or less. Fast forward to this July, I was moving (as I knew I would) and when I go online to make sure the contract has ended/account is cancelled, I see that the contract end date says July ****. I called to report the issue and was told that I had a 3 year contract and when I called the man from Safe Streets USA, he says that he has retired but does some things "on the side". He said he did not remember me saying I only needed a single year and was not helpful. Now ADT is saying that the only way to get out of the contract is to pay the remaining 2 years worth of payments, which is over $1,000. I had known that I would not need the system for more than a year so why would I agree to a 3 year contract?

  

  Business Response

  Date: 08/29/2022

  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: 08/30/2022

  Customer completed the attached Order Form which clearly indicates the services are for 36 months.  Additionally, the customer signed as stated in the complaint a 3 year agreement (36 months). 

  The customer even signed a second document which also was for 3 years. 

  The customer can either pay their Balance of Contract, accept a service appointment from ADT if needed and keep the services. 

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17591896
  
  I am rejecting this response because: When I signed up for ADT, I had just bought the house to rent out. I knew I would only be there for a year or less before renting to tenants. I would not have signed a 3 year contract knowingly. I work for a law firm, I read contracts on a daily basis and I am always aware of what I am signing. ADT is well known for scamming customers into longer contracts than what the customer requests and I am willing to proceed further with this matter if needed. Again, I never requested nor knowingly signed a contract for 3 years of services and request that this contract be terminated with no further payments requested.
  
  Sincerely,
  
  Chancellor ******

  

  Business Response

  Date: 09/06/2022

  Once again, 

  Customer completed the attached Order Form which clearly indicates the services are for 36 months.  Additionally, the customer signed as stated in the complaint a 3 year agreement (36 months). 
  The customer even signed a second document which also was for 3 years. 
  The customer can either pay their Balance of Contract, accept a service appointment from ADT if needed and keep the services. 

  At this point the customers contract is no longer held by Safe Streets and they will need to speak with ADT should they have any questions. 

• Initial Complaint

  Date:08/29/2022

  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 noticed My camera was working properly but the website and the phone app for ADT security was not saving the videos that trigger the camera. I called customer service and spoke to a *****************, she could not even tell what device was sold to my family or help to reset the device. I told the service rep I did not have a ladder but she informed me the only way she could help was if I could locate a reset button or a power source. I climbed on a cooler I could find and found a button, clicked it and it may have done something but my system still did not work correctly. She then asked if I held the button, upset and a disabled veteran was being asked once again to look for something I am not qualified to tamper with held the button. She advised me that the camera had reset and that should work, it does not, she then advised I may have to set up a virtual appointment, and depending on wait times it may not be today. Long story short my street had break ins and I wanted to help as well as see if my home or vehicles were tampered with and they had no saved videos of my home for the past two days and could not give me a reason besides sometimes it happens. I pay 70$ a month for peace of mind for me and my family. Disabled war veteran and I get anxiety really bad. I am still waiting for a rep to get my issues resolved or to cancel my service. While writing this they picked up after 80 min of being on the phone, I explained whats going on and with three words I am on hold again for another ************************************************************************************************************************ how it operates for their customers if the have already locked you in. Ridiculous! Even called my rep for help with no answer.

  

  Business Response

  Date: 08/29/2022

  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: 08/29/2022

  Customer has signed a contract and to cancel that contract this customer would have to pay 75 percent of the balance of the contract.

• Initial Complaint

  Date:08/29/2022

  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.

  May 30, 2022. Young man appeared at my door selling ADT Security System. I*m 83 and don't understand the system at all. Sometimes the camera works and most of the time it does not. The installer has returned 2 times to recaliber the camera. I received no instructions, contract or number to contact ***** office.I have tried for the last two weeks to cancel (I was told there is a 3 month time to do this) and have never gotten to speak with person. It cannot be cancelled on line and no one answers te phne, goes to hours of waiting.How can a business do this?

  

  Business Response

  Date: 08/25/2022

  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: 08/29/2022

  Per contract the customer can cancel whenever. The customer has to cancel within the first 3 days of contract to cancel without having to pay 75 percent of the balance of the contract. If the customer wants to speak with an agent they can call into us at ************

  

  Business Response

  Date: 09/08/2022

  The first page of the contract states that the cancellation right is 3 days after the contract date, or 5 days for senior citizens. The last page also states: Provider is not bound by any promise stated outside of the contract. 

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17591467
  
  I am rejecting this response because: Whatever the contract says in of nothing to me as I signed my name to a tablet, I did not view the contract. I'm 83 and that *** mean nothing to Safe Streets but an old lady signing a computer is hardly a reason to deny cancellation, which I attempted to do July 1.   I'm embarrassed that I was taken in by a glib salesmen.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/09/2022

  The first page of the contract states that the cancellation right is 3 days after the contract date, or 5 days for senior citizens. The last page also states: Provider is not bound by any promise stated outside of the contract. This customer will not be let out of contract without having to pay 75 percent of the balance of the contract. If the customer wants to speak with someone regarding the situation they can call into us at ************. 
  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17591467
  
  I am rejecting this response because: I had the system for 30 days and filed to cancel July 1. The main reason for wanting cancellation is because it did not work as described by salesman. If you are not responsible for what he said, who is. The camera worked  off and on, results of camera images appeared on my cell phone for approximately 20 to 30 minutes later. It would show my car leaving bu not returning, never alerted that someone was at my door. Did not alert ADT when I left my front or back door open.  The unit on the wall where to press for fire, or ambulance,etc. went directly to ADT and they were to respond. It's much faster to use phone for 911 call and eliminae the middle man. Text messages to salesman resulted with no corrections being made.

  Maybe you can offer a senior 5 days to cancel but doesn't give me time to see if the system will actually provide the safety as promised. I asked for someone to remove the equipment and was told that the equipment was mine. If that be so was I sold a system that was out of date? I'm a senior, 83 years old, and do feel that I was sold a system that is deficient. 

  Shame on Safe Streets and ADT for allowing them to sell this.

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

• Initial Complaint

  Date:08/20/2022

  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.

  My wife and I purchased a security system from safe street. We are currently almost finished with our 3 year contract which ends this October. Our account had a glitch according to safe street and was deactivated by safe street. Multiple employees with safe street acknowledged that we have paid our bill every month and never canceled our account. I have attempted for the past almost 1.5 years to get help with our account to get it working. About a year ago on the phone they stated that our account t was deactivated due to inactivity. They said they would look into this and give a call back. Our account was left not working with no resolution. 2 weeks ago on the phone an employee and a group of managers acknowledged that they had a glitch that deactivated our account. They stated that our account was re-activated that day at no charge to us. I asked specifically during that phone call how they got our system working today and they stated that they had to activate our account again. I requested a refund for the duration that the account was deactivated by them and we did not receive service we paid for. Safe street is refusing to do anything for us at this time and now claiming that they never had our account deactivated. I am thankful for the lady that talked with some of the higher *** and assisted us in getting our account re-activated 2 weeks ago, however, I feel like a refund for the time they admitted their system had a glitch on our account is reasonable and owed. Safe street states that the lady and managers helping us that day the system got re-activated because of a glitch on their end was them mis-speaking. Strange thing about that is the minute they re-activated our account it was working again for the first time in about 1.5 years. I am an honest person and am very reasonable. I do however fight for what is right and I paid for a service that they acknowledged was deactivated by them and feel a refund is owed.

  

  Business Response

  Date: 08/25/2022

  We are working on investigating these claims as we do see uninterrupted signals since the customer's move took place. 

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17745425
  
  My wife and I have been told this by several employees already. I am asking for a refund for the time we did not receive service. I am thankful they are looking into the matter, however, it is still without resolution at this time. We paid for a service that we did not receive and I attempted multiple times to get it resolved. Several employees admitted this issue was a problem on their end and I am just asking for the right thing to be done since we paid for a service they did not provide. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/30/2022

  We are working on investigating these claims as we do see uninterrupted signals since the customer's move took place. 
  

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17745425
  
  I am rejecting this response because:Multiple employees have already acknowledged that we did not receive service due to an error on their part. I requested a refund. When there is a refund offered for services we paid for and did not receive I will consider it resolved. This message sent from the business did not offer a resolution to the complaint. We were specifically told that they had our account deactivated due to a glitch in there system. Then stated that they had to reactive our account to get it working again. This conversation was after a long duration of services we paid for and did not receive. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/06/2022

  We are working on investigating these claims as we do see uninterrupted signals since the customer's move took place. 
  

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17745425
  
  I am rejecting this response because:  This is now the 3rd time they are saying they are investigating. Still no results. This should be a quick and easy investigation. They didnt provide us service and I am requesting a refund. I would like an answer so I know if I need to take this to the next step. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/09/2022

  The customer has called in and stated that his lawyer is involved, we are no longer able to assist and all communication must go through our legal team and the customers representative. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17745425
  
  I am rejecting this response because: I am asking for a refund for the time we did not receive service that we paid for. If we come to a fair resolution there would be no need for an attorney to send a letter. At this time an attorney knows what has gone on but is not involved at this time. I am requesting a refund and a fair resolution for paying for a service that was not received. I am trying to avoid him getting involved. Easiest solution for all involved would be to do the right thing so it doesnt have to go further. In life when you have to opportunity to do the right thing its probably a good idea to do it. Ball is in your court but a refund for the time yall admitted to not provide us service would satisfy me. You cant help if something happens out of your control like a glitch cutting off our service. You can control what you do when you realize a customer has been wronged. Asking you to do the right thing. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/17/2022

  There is nothing on our end that says the equipment was ever not functioning properly, we are going to try and contact the monitoring center and see if they have records that indicate that signals were being sent for the duration of the customers contract. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17745425
  
  I am rejecting this response because:Since you listened to the phone conversations you heard that several employees admitted there was a glitch in your system which deactivated our account. Over the phone a group of managers had to reactivated our account. It did not work and yall admired it was deactivated. Please do the right thing and stop brushing this off. Thats all Im asking. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/21/2022

  We have been able to run a diagnosis on the security system for this customer and do not see any deactivation on monitoring this system. With the customer claiming that he was told that the system was not being monitored and was deactivated he was informed incorrectly. There has been no issues. We have notes that we had no communication with customer from September 16, 2020 to January 14, 2022. Customer is claiming that we told him about a year ago that the account was deactivated due to inactivity which is incorrect. The customer will not be receiving a refund as he has received all of the services of being monitored professional. The account was never cancelled or deactivated until September 19, 2022 when customer requested it to be cancelled as contract period is now over. 

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17745425
  
  I am rejecting this response because: In your first response to me with the BBB you stated that you will investigate this as you see periods of no service. You are all unbelievable. I will let anyone who asks know about how you have done us.**** should be ashamed. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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 decided to put ADT in my home as our security system when I first moved in in March of this year. Because the home has two floors and it's almost **** ft.? I chose ATT instead of continuing to use another provider. However, from the very first few days of having ADT in our home, we experienced security issues, technological issues, and we realized that the system was not good enough for the size of our home or our needs. The initial installer gave us his phone number so that we can contact him directly for any problems. He came to our home three times within the first two weeks of having service and the problem was never fixed correctly. I started having discussions with customer service about the problems we were experiencing and our concerns. We had a couple more visits and other troubleshooting events that did not suffice to our satisfaction and expectations. We started discussing disconnecting the service canceling our contract and getting a refund for what we had already put into getting ATT installed. About two months ago, a customer service manager told us that we had to get a senior technician out to our home to try to fix the problems and if he or she cannot fix the problem, they would let us out of our contract without any penalties. The technician came to our home and could not fix the problem. Instead he minimized the sensitivity of the system and now it's very functions. He may note that he cannot meet expectations of the system and told us that that was the best she could do. ADT is still requiring us to pay 75% of a two-year contract to cancel the contract. This is unfair as the expectations of what was sold to us that made us decide to go with ADT has yet to be met. Therefore they have violated their own contract by not providing services to their description. The only resolution that we are asking for is to be let out of this contract, for them to pick up all their devices, and for a full refund of our initial investment. Thank you.

  

  Business Response

  Date: 08/17/2022

  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: 08/18/2022

  As stated in contract that was signed by customer in terms and conditions #**, "Provider is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract." Customer can reach out to us at ************ if they would want to know what the price would be of ********************************* order to cancel.

• Initial Complaint

  Date:08/17/2022

  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.

  Been trying to get them stop taking money from my bank account.And give me the refund I am owed. As of now they have $201.72 of my money. And I can not for 4 months not received anything.

  

  Business Response

  Date: 08/16/2022

  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: 08/17/2022

  Customer has received the refund of $201.72 on July 21, 2022 from ADT. If customer does not believe so he can reach out to us at ************.