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:03/25/2025

  Type:Product 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 had *** installed 11/5/25. The tech informed us if we had issues in the first 6 months, *** carries a money back guarantee. We have sensors fall off when we close windows/doors. This sets off the tamper alarm, which we cant stop until we figure out how to put the system back together. This has woken up our newborn countless times as we are locking up the house at night. We had a cleaning service come to the home, and the sensors all fell off again when our maids cleaned the windows. *** would not let the system be disarmed since I was not home and on the property. This caused a huge disturbance to our maids, and they did not feel comfortable completing their service. When we started monitoring, our alarm would go off because our 10 lb cat would trip up the foyer motion sensor. *** informed me of the six month service guarantee, and what is required is three tech visits without satisfaction. I called *** with the foyer sensor picking up our cat, which prevented us from using the arm away system. The tech showed up at the house, and left the home smelling like cigarettes. The tech said the foyer sensor was installed too low, and raised it. Second, The foyer sensor now did not pickup anything. I called the tech out, who moved the sensor to a different location, and confirmed it wouldnt work where it was. Afterwards, we kept walking in front of it, and it didnt pick up any motion. I called the tech out a third time. He was frustrated to be out at the same address. He messed with the sensor, after walking in front of it many times, get the motion sensor to activate. He told me it does not work with the *** app, so we wont be able to see when there is foyer motion. The system is not working correctly, and does not connect with our app, and we still cannot use are arm away system. I have been transferred between account cancellation and billing countless times. I have either been hung up on OR transferred to someone that can take care of it and does not.

  

  Business Response

  Date: 03/25/2025

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

  

  Business Response

  Date: 03/31/2025

  The 6 month moneyback guarantee applies when the system is deemed "unfixable", from notes on the account *** did go to the home and their claim with ADT for this 6 month money back guarantee was denied due to the ADT technician not deeming their system as unfixable. During the customer's 90 day warranty period with **************************, ************************** did not receive any calls from the customer in regards to any issues. After we were made aware of the issue, Safestreets offered to swap parts of the system that were causing problems for other equipment options, but the customer denied those options. ************************** was not given an opportunity to attempt to fix the system, the customer just wanted to cancel and have their contract terminated. Since those attempts of resolution, the customer agreed to and paid a discounted early termination fee to cancel their contract. The contract and service has now been cancelled and there is nothing further Safestreets can provide the customer. 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SafeStreets USA installed *** equipment at a home I inherited in Ohio. The equipment stopped working and I did not have the option to get back to the house to fix the issue. I called *** and was told that I need to buy a new battery for $250 and install it to see if that fixed the problem. I explained that I lived 2500 miles from the *** covered home and that was not possible or feasible. I then proceeded to request a cancellation of services. I was told that I would have to cancel with Safe Streets.
  
  I called Safestreets and explained everything to the customer service rep and they stated I would need to pay an early termination fee of $1550. I explained the entire problem and they said their hands were tied and had no alternative action to resolve the situation. I became infuriated and wrote a letter to the president of the company and after 2 weeks still have not received a response.
  
  This is bad business practice to ignore problems from customers.
  
  Please help.

  

  Business Response

  Date: 03/03/2025

  The customer signed a contract at the date of their installation in September of 2024 that outlined Safestreets cancellation policy where the customer was given a 3 day right of rescission period from the day of install to cancel without penalty. Additionally included in the contract is that Safestreets warranties the equipment for 90 days, during which any problems the system has can be fixed at no cost to the customer. The customer did not contact Safestreets during their 90 day warranty regarding issues with the equipment. At this point *** has assumed responsibility for technical support and the customer is subject to fees *** charges to fix the system. Furthermore, Safestreets and *** are not responsible for the customer's ability to have an adult present at the home for service appointments. The customer will need to further contact *** for resolutions to the issues they are experiencing as Safestreets will not be releasing the customer from the contract they signed and agreed to.

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I was assured by the installer that I had 6 months from date of install to cancel services. I also explained to the installer and the customer service representative that once installed there would be no way that I could fix any issues with the system if there was a fault. I was assured that everything was going to work and that if I had any issue that I could cancel service before 120 days. I also contacted *** and they instructed me that they have no way to resolve this since Safe Streets was the installer. I signed a contract for working equipment and service of that equipment. Non-working equipment before the 120day mark should warranty a cancellation of service. I am not asking for a refund of any monies paid just cancel service from Feb 16, 2025 when the equipment failed.

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

  Customer Answer

  Date: 03/07/2025

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

  How can I prove that there was an extension to cancellation. The customer service representative stated on a phone call a 120 days to cancel and the Installer named Dionte from West Virginia expressed 120 days to cancel in person. Are the representatives of these companies allowed to express one thing and change to the other. The installer also stated that I did not need to read the agreement because he was telling me everything that was in the contract. This company only seems to care about getting paid. There is no customer service help, there is no warranty on items that are installed nor is there any way that a customer can cancel the service without some sort of compensation.  *** website says 6 months to cancel without penalty. I called *** and they stated that SAFE STREETS were responsible for equipment failures. Safe Streets stated 'its not our fault' and you are still obligated to pay.

  When I spoke to the customer service person they should have outlined these important terms. Safe Streets nor *** takes any responsibility for their products. 

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

  

  Business Response

  Date: 03/14/2025

  The sales call with the customer was completed on a recorded line. That call was listened to and there was no mention of a 120 day cancellation period. With no verification available of a 120 day cancellation policy being told to the customer, the contract would be the only form of verification on this matter, which in writing states that the customer only has 3 days to cancel. The customer will be held to the terms of the contract if they choose to proceed with cancelling. 

  Customer Answer

  Date: 03/17/2025

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

  Contracts are a 2 way street. When all equipment is in working order for the terms of the contract then a person could be held to the terms. When the equipment failed after 5months of use and ADT's policy is 6months to cancel since that was the company that I ordered from the terms of the contract were null and void. Since equipment failed after 5 months of use on February 16,2025 the contract became null and void. There was no way that a person could be present to fix the broken equipment. 

  Who ever heard of a 3 day cancellation policy. If I was told of a 3 day cancellation policy I would have never had the service installed in the first place. Why would a company have a 3 day cancellation policy, it seems that this company knows that the equipment will fail. ADT's policy is 6 months, the installer stated 6months and never mentioned a 3day policy. Why was this policy not mentioned?

  I will start spreading the word to make sure people know the truth about the practices of *** and Safestreets. It may be time to contact the attorney general of each state to inform them of these shady practices by companies that hold people hostage after equipment failure. 

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

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Literally the worst company ever. We got set up with "monitoring" in for our new home back in november by ******* from Safestreets. Everything SEEMED fine until we had 2 breeches in our security where NO ONE CALLED, NO ONE SENT HELP. Isn't that the point of a security company?? To get help when you need it the most. Anytime we called "SafeStreets" it became a game of telephone tag, where we kept getting sent to the *** and anyone we spoke to there said that we didn't have an account with them and they couldn't help us. We get back to trying to get in touch with SafeStreets only to find ZERO SUPPORT. They started calling us when they realized we had not yet paid their invoice, and when we talked about the issues and concerns, we were always told "someone will call you to get it figured out." No one did. Ever. The only calls or emails we got were from them wanting to be paid. We are not going to pay a company for security monitoring that they aren't doing. Turns out - even though the contract says *** provides the monitoring - *** in fact is NOT providing the monitoring a company called ******** is. How is a customer supposed to know that when the contract doesn't say it and SAFESTREETS doesn't tell customers that. DO NOT. I REPEAT DO NOT SIGN UP FOR THEIR SERVICE. Choose an actual responsive, reputable company to look out for your home and family.-Still not paying for service i didn't get.

  

  Business Response

  Date: 02/21/2025

  While Safestreets does install security systems for ADT security, Safestreets also has various partnerships with homebuilding companies to provide systems to their customers that aren't monitored by ADT and are instead monitored by CMS monitoring. This customer was installed through that program so they do not have an account with ADT. With the reporting issues, Safestreets would be happy to provide the customer with a service appointment at no cost to fix any issues the system is having. As for the contract, that is currently being investigated and the customer will be updated with a resolution once one is found. 

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22943054
  
  I am rejecting this response because: based on the experiences that we have had with safe streets customer service we are not confident in the companies ability to sufficiently provide support. Its an insanely negative experience to call and try to get help and be told someone will contact you about your issue, and no one does that but will proceed to reach out and complain that payment hasnt been received and then further threaten us with negative credit reporting when we explain that we havent gotten the service agreed upon. Our contract state specifically that our system is monitored through ADT and it is not. And AT NO POINT was this other partnership disclosed and it should have been from day 1. Without this disclosure, the contract should be void because it states wed be notified. *** is a trusted name in security. CMS Ive never heard of and had we known our system monitoring would be handed off to another company I wouldnt have agreed to the service.  I would say this practice is deceptive in nature. We do not feel safe. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 02/26/2025

  After reviewing the situation and escalating the customer's issues to higher management, further clarification was provided on the relationship between CMS and ADT. *** has its own monitoring centers but is owned by ************ and operates under their umbrella. The contract the customer signed is still valid as *** is an owned company under ***, this was reviewed and confirmed by Safestreets compliance department. As stated, Safestreets would still be more than happy to schedule a service appointment to fix any issues with the system at no cost to the customer. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22943054
  
  I am rejecting this response because: nowhere in the contract does it state that monitoring would be provided by any company other than ***. No where in the contract does it state that monitoring would be provided by a partner or other company. However it DOES say that we would be notified if this happened and we were not. The contract is not valid. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/03/2025

  To attempt to find a resolution, the customer's complaint has been reopened with Safestreets compliance department to see what more can be done. This is currently under review and the customer will be updated once a resolution has been found. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22943054
  
  I am rejecting this response because: there is nothing more to be done other than canceling the contract and releasing us from it and any obligation. Reference section 22 of the *** contract that specifically states that the provider cannot subcontract or give monitoring services to another company without notifying us. They breached the contract by doing so
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/07/2025

  After review from Safestreets compliance department, the contract is with Safestreets as an authorized provider of *** which is indicated in section 2 of the customer's contract where it states "AUTHORIZED PROVIDER IS NOT AN AGENT OF ADT. Authorized Provider is an independent Dealer and is not controlled by ***. I agree that no agency, employer/
  employee or fiduciary relationship exists between ADT and Authorized Provider." The customer's contract exists solely between ************************** and the customer. Further outlined in the contract is that the customer does "agree to pay Authorized Provider, or if *** accepts this Contract, ADT for Services to be provided in the amounts summarized in Section 4. Services to be Provided and Section 5." The customer agreed to pay ************************** for services, not ADT unless ADT accepted the contract. The customer remained as an in-house account and the contract was not purchased by ***, meaning that the customer's contract remains between ************************** and the customer. The customer will be held to the terms of the contract if they choose to proceed with cancellation. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22943054
  
  I am rejecting this response because: in same section referenced section 2. It says that we should have been notified that the services we signed up for and agreed to ( SECURITY MONITORING PROVIDED SOLELY BY ***) were rejected. If *** is not providing our monitoring we should have been told since the sales agent EXPLICITLY said that it was monitored by ***. No one told us our services were not going to be handled by ***. No one told us our services were going to handled by some random company that no one has ever heard of. 
  

  if they had, we wouldnt have agreed to the services BECAUSE *** IS A TRUSTED NAME IN SECURITY. NOT SAFESTREETS. NOT CMS. 
  The sales agents present this service as one that is monitored by adt, for that to not be the case or to possibly not be the case is blatant misrepresentation if the customer is not told so that they can make an INFORMED decision. 
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/12/2025

  The original sales call was completed on a recorded line with the customer and at no point was the customer told that their security monitoring would be done through ***. At this point the contract has been confirmed as valid by Safestreets compliance team, if the customer would like further explanation or any further disputes, they can reach out to Safestreets compliance department at ****************************************** Any further resolutions will be given through that department as they have provided the final say on this situation. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22943054
  
  I am rejecting this response because: safe streets did not disclose that monitoring would not be provided by adt but by a 3rd party company. Their website and all communications sent by them display the *** logo and tell customers that adt handles their monitoring.. but this is not the actual case making it deceptive. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/13/2025

  As stated previously, the customer will need to email ***************************************** if they would like to further dispute the contract. The contract explicitly states that the contract exists between Safestreets and the customer, not ADT. ************************** compliance team has stated that the customer would be held to the terms of the contract signed. Any further resolution will need to be handled with Safestreets compliance team directly at the email provided. 

• Initial Complaint

  Date:02/04/2025

  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.

  DO NOT EVER DEAL WITH THIS COMPANY. When I signed up for service I was not told there was a 3 year commitment. We just kind of skipped over that part. I also did not get a contract until one month later, well after the initial 3 days. Now I'm going to have to pay an attorney to sue them. This is a scam organization, don't let them near your house.

  

  Business Response

  Date: 02/04/2025

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

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22893904
  
  I am rejecting this response because the sale was made using fraudulent inducement, fraudulent misrepresentation, and deceptive trade/business practices. 
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/04/2025

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

  

  Business Response

  Date: 02/06/2025

  The customer was installed on January 14, 2025. As is with every Safestreets customer, the customer was required to sign a contract on the date of install. After reviewing the account, the contract was successfully sent to the customers email, which matches the email on this complaint, on January 14. The customer's situation was escalated to ************************** compliance team earlier this week per the customer's request via phone call to ensure no fraud occurred, but as of now the customer will be held to the terms and conditions of their signed agreement and would be held to any penalties should they choose to cancel as they are outside of their 3 day right of rescission window. If any malpractice is found by Safestreets compliance department, we will inform the customer. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22893904
  
  I am rejecting this response because: I was never advised at the signing of the document that there was a contractual time frame much less 3 years. I also did not receive a copy of the contract until February 3, and only after requesting it. It was only then that I learned of the 3 year obligation. I will seek justice in Magistrate court if State Street refuses to cancel the contract.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair 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.

  adt installed a home security system. this included doorbell and associated chime. The technician that came home said that he ran out of chimes and that adt will deliver one soon, to be plugged "there", while he pointed to the power outlet. Nothing was delivered. I contacted *** and was told, instead, that I needed to get a new camera plus pay more than was agreed on my monthly fee. In addition, i asked the technician if the existing chime, was working fine, could be used. He said it was not compatible and wanted to disable it. But he was afraid to climb 9 feet in his ladder, so I had to do that (i am 62). i just ask that *** provide a working chime.

  

  Business Response

  Date: 01/29/2025

  *** has reviewed Mr. ***** account and finds that the installation was performed by an independent authorized ADT dealer, Safe Streets USA. Safe Streets has advised that they have engaged Mr. **** in multiple discussions with multiple offers to resolve, all of which have been declined.
  
  ADT contacted Mr. **** and has advised that it was not a party to the installation and that he will need to work with Safe Streets to reach a resolution.  

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

  

  Business Response

  Date: 01/31/2025

  The customer was installed on 12/30/24, at that time there was some confusion with the *** who accidentally sold the customer a chime that we no longer sell. ************************** has offered the customer a new ****** doorbell with a ****** mini chime at no cost in lieu of their current doorbell, but the customer rejected the offer due to their monthly fee going up as part of ******'s package. After further speaking with the manager of the customer's area, ************************** can give the customer the new ****** doorbell and chime at no cost and Safestreets will cover the added monthly cost for the customer. The customer's monthly monitoring rate will remain at $59.99 and a Safestreets technician can return and set up the new doorbell if the customer accepts this resolution. If the customer would like to accept this resolution, they can contact Safestreets customer service department at ************ to schedule that appointment. 

  Customer Answer

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/25/24 I had a home security system installed. While on site, a safestreets technician left their tools on top of my garage door. After completing work they left. I pulled my car back in to the garage and closed the door, where the tools fell and damaged my vehicle. The technician admitted fault and I caught the incident on the security camera they had just installed. The next day I spoke with a manager at the company who assured me they would pay for the damages and that I was to go out and get it fixed, and send them the bill. Since that conversation, over 60 days ago, the company has done everything it can to not repay the damage that they caused. I gave them a quote and they said it was fine. I went and got the work done and they claimed it was fine. It wasn’t until after I had spent thousands of my own dollars that they couldn’t pay me back. They have flat out ignored emails, customer service has been extremely poor. When speaking to a customer service representative on the phone, they insist that the only way to move forward is to email their compliance department. They do not have a phone number. I have now emailed multiple times to no response. I have called in to customer service and begged for any kind of update to my situation, and I have gotten no response. At this point it appears they are trying to get out of paying for the damages they caused to my vehicle by ignoring me.

  

  Business Response

  Date: 01/31/2025

  The customer has been in contact with Safestreets' insurance adjustor this week and should have received a general release today. The customer will need to sign and return that form to the adjustor they have been in contact with for the settlement payment. 

• Initial Complaint

  Date:01/14/2025

  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.

  My home has been broken into over 10 times since signing a contract with *** Sept 5 2024. They have access to my cameras have altered my system and I have over and again asked for help or a refund and no one is listening. The original contract involves theft of equipment he sold me and I never received. My house has been vandalized and the cameras manipulated and I believe it ismen involved because someone had streamed ******** **** into my tv when my girls were watching Christmas movies the I ky way to shut it off was to unplug it.ny window sensors are always disconnected from the panel. I afraid I'm going to be killed and the police know this. These are sick people that live next door. It started with a tech from vivant and he i believe is involved in hacking the systems.

  

  Business Response

  Date: 01/13/2025

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

  

  Business Response

  Date: 01/17/2025

  The customer was installed in September of 2024. During their warranty period, the customer called multiple times informing us of issues and Safestreets each time returned to fix said issue. From the notes on the account, the customer had issues with the camera recordings, but those issues were caused by the customer changing their wifi or router, which would disconnect the camera each time. The customer was also refunded on 12/2/24 for a motion detector that wasn't installed, but all other equipment was installed and was reporting as active, but Safestreets can no longer verify that as the customer has passed their ****** warranty period and Safestreets no longer has access to their account as *** has assumed full responsibility. The additional issues notated in this complaint don't have anything to do with Safestreets as the cameras do not have the capability of allowing access to the television, and Safestreets is not affiliated with ****** in any way. We recommend the Customer call the police if their home has been broken into and vandalized. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22802359
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/08/2025

  Type:Product 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 transferred my *** service to ** from ******** in July 2024. Since the ** installation, the service provided has been inadequate and not equivalent to my DE service, and is not what was advertised. I was not informed in advanced that the service would be different, until after installation and removal of my existing alarm monitoring. Within 90 days of install, my door bell camera and door lock malfunctioned. I have made more than 5 calls to customer service about my concerns and this has not been resolved. The *** customer service representative says I will have to pay a service fee for someone to come out. I was also told to remove the hardwired door ****, the back of it to reset it. This is not possible, it is screwed into a brick wall with electrical wires *********** house in ** came with an existing smart home features that I could open my front door and garage and ring camera, which I could access from an App on my phone. My house was a new build and the *** representative called me several times for months, to offer me monitoring services as part of a new home special. I was told they were aware of my existing panel, and that this would add monitoring services. When I booked the appt, after they arrived I was then told I would need an upgraded/new panel, this was very confusing. In fact, I then cancelled the appt because I didn't understand why I needed a new panel. Then ADT called me again to schedule the install and reassured me the new panel was needed because of the new features. After the install, I had less features, no garage door access via app and trouble with my doorbell camera and door lock. I am requesting termination of monitoring, and a refund for monthly monitoring services. My equipment is not functioning properly and I am being charged a monthly fee. In addition, the service I did receive is inadequate and provides less automated features than I had prior to ADT removing my existing alarm panel.

  

  Business Response

  Date: 01/07/2025

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

  Customer Answer

  Date: 01/08/2025

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

  

  Business Response

  Date: 01/10/2025

  The customer was installed on February 17, 2024, rather than July of 2024. Safestreets received a call from the customer on May 10, 2024, informing us of the issues with the doorbell and the door lock and Safestreets returned to the customer's home on May 13, 2024 and fixed the issue at no cost to the customer. ************************** has not received any further calls from the customer regarding that issue or any other issue. The customer's multiple attempts at fixing the issue are most likely in reference to ADT corporate, who assumes responsibility of the account and any services it needs after 90 days from installation. Safestreets does not have any control over service fees that ADT charges and no longer has access to the customer's system as per ADT's agreement and partnership with Safestreets. Additionally, Safestreets did not receive any complaints from the customer within the ********************************************************** features from their previous system to new system. The service appointment to change the panel/system for the customer was also most likely done through ADT corporate as Safestreets last visited the customer's home in May of 2024, as mentioned above, to fix the doorbell and door lock. Any complaints the customer has should be directed to ADT corporate rather than Safestreets and the customer should contact them for any possible solutions. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22774656
  
  I am rejecting this response because: Safestreet has not accurately depicted their role in this non-functioning alarm system that was installed.  The Safestreet people called me multiple times, and last call me within the last 30 days regarding my past due bill, and is aware of the ongoing problems with the system.  I informed them that I needed service, and they stated it would be a $30 fee to send someone out to fix it.  I gave them details on the ongoing malfunctioning issues, and that I can not access the features from the *****   ********** is also the company that stated my original installed monitoring system (my new house had alarm panel, electronic front door lock, front doorbell camera, wifi access to my thermostat and garage door), they were adding security monitoring to the existing system.  I was never told that they would put in new doorbell camera, new wall panel, and lose APP access to the garage door and thermometer.  After the installation of the new equipment, which I questioned at the time of install.  I was told I needed the new updated equipment, then after installation was informed that it worked on 2 different APPs to control the system, and that my garage door and thermostat was not accessible. Since the install, the doorbell camera went offline and the front door lock.    As for the date they returned to my home, it was to complete the installation of my front door lock, which was not completed at the time of the original install because they did not have a door lock for me.  My builder then provided a new electronic door lock, and I called them after it was installed so it could be connected for monitoring services.  

  Safestreet misrepresented their product from the beginning, and now will not stand behind fixing the offline issues. Instead they are asking me to pay additional money for a service that does not work, and has continued to charge me a monthly service fee on a produce that is not working.  

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

• Initial Complaint

  Date:01/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to ADT webstite to signup for ADT-safe street called me like 20 times to sell me and install-sales and installer were seperate; they sold me a product and then sold something else when the installer arrived; they told me that only contracted companies can install and ADT does not install directly; they told me I would have all in one product as advertised on ADT webstite (basically ADT plus which controls alarm/cameras all in one). They partially installed ADT control (an older product). I cancelled as soon as possible within a few days; could not contact any manager and no one would call me back; after days/hours on the phone I filed a complaint with them and asked to cancel again which they are still reviewing, but they are purposefully not cancelling hoping I would just keep their inferior product/install that is not even done. In the meantime I paid full price already for a partially intalled system; paying fiull price monthly rate, and don't even have the equipment that I purchased. Never received rebate form they promised too. This company is falsely advertising and reeling customers in. When I finally contacted ADT directly they agreed that their was an issue with how it was sold and paritally installed.

  

  Business Response

  Date: 01/09/2025

  The customer was installed on 12/4/24. Per the agreement signed on that date by the customer, the customer agreed to the terms of a 3 day right of rescission period where they would be able to cancel without penalty. This right of rescission window begins the day the panel is plugged in. The customer did not call in to cancel until 12/10/24, due to being unhappy with the prices. Due to them calling outside of the 3 day window outlined in their agreement, the customer would be held to the terms of the contract and would need to pay off the balance in order to cancel. Regarding the customers claims of Safestreets stating that the customer could not go through ADT directly, the customer's recorded sales call was reviewed where Safestreets explained the partnership between Safestreets and ADT, but at no point did Safestreets tell the customer they could not purchase their system through ADT directly. Additionally, the ADT plus app was also not mentioned during the sales call. As for the customer not having received some of the equipment, a technician was scheduled to install the remainder of the equipment on 12/13/24, but the customer did not let the technician finish the installation as they wanted to cancel instead. A form has also been re-emailed to the customer for the rebate they were promised. The customer can continue with the cancellation process and owe the early termination fee, or if the customer chooses to keep the system, Safestreets will again schedule a technician to return to the customer's home and finish installing the equipment. 

  Customer Answer

  Date: 01/17/2025

   
  
  Complaint: 22771603
  
  I am rejecting this response for the following reasons
  1. This business operates maliciously to defraud and deceit customers and there are no reasonable built-in consumer protections, so customers are trapped to work with them.  I will outline the steps that this company took to do deceive me.
  -First a customer like me fills out a form on the official ADT website to initiate ADT to contact them for a quote/possibly setup for services.  
  -My sister works for ADT, and if ADT called me back a representative would have arranged for a technician to review my house and give a proposal in person first before any installation would take place.  I would have time to review the proposal and it would be installed.  *** uses the latest equipment the company carried including their current latest system, a one app solution called ADP plus for camera, alarm, etc... interface/use.
  -SafeStreets intercepted the communication meant for ADT and spam called me 15 times or more until I finally picked up.  The salesman said they are not ADT but install for them.  He did say ADT ONLY uses third party *********s. He did clearly imply ADT did not do their own installations/sales (clearly this line is meant to confuse customers-in no way did the salesman make clear that you can call ADT and they can give quotes and install directly.  This question was asked, but the salesmen are trained to deceit the customer here and go in a roundabout manner to deceive the customer here.  So basically, they are lying.  The salesman on the phone quotes you a price after you review the house and what the customer wants.  He quoted me around $2500.  
  -SafeStreets sales representative implied that you can view/use cameras and alarm all on one app, which is called ADT plus.  He may not have stated ADT plus but this was clearly implied as to what would be installed as a one app solution.  I was looking at the *** website when talking to this representative, and the sales *** said they could do all in one app.  I told him I wanted to simplify our current camera/alarm system for my wife with one app.  When I found out that this was not possible on the weekend following the install when I was home to review the system, I called the sales representative the next business day several times, and he said several times he didn't know why its not on one app, but should be.  He said call technical service.  This again was meant to deceive the customer and strong them along.  I did not think the salesman was available on the weekend to call to discuss what he sold was not what was installed.  I did the research on my own on Monday and found that ADT control, which was the system installed could not view the cameras that were to be installed.  I called SafeStreets on Monday and talked to a few more staff and they were confused why it could not work on one app.  I finally got a hold of someone at the company that was more knowledgeable and they said you need ADT plus for a one app solition, and they do not do not install this.  So many of Safestreets staff lied including the main sales agent or just were purposely not trained on what they sell so this is more deceit.
  -SafeStreets sent an ********* who then comes to house and reviews your current system if you have one.  The salemen/technician wasn't a bad person, but did upsell at the end and started installing without allowing me to fully review all the prices and what he was installing.  He then asks for me to sign.  ********** does not use the latest ADT equipment and this is not disclosed to the customer.  They install old equipment and use an older system.  The salesmen/********* did not fully explain the capabilities of the system and clarify you would need tow apps including using ****** home to use the system.  This is again deceitful and fraudulent.  I had guardian-vintage previously and talked to ADT technician/sales directly and they said that was a malicious practice and deceitful as they want to push the customer to get them on the hook, activate, and leave so they can close the deal.  ADT and Guardian both said they would never practice like this.  They have the customer fully review the sales quote and system and install on another day after they have full understanding of the capabilities of the app. 
  -SafeStreets ********* left with partial system installed.  No cameras, not a fully working ****** hub to view cameras, no siren, and no co2/smoke detectors that were purchase.  He opened the cameras and hub and asked me to activate them, which I clearly did not know how to do.  The ****** equipment was left without installation sitting on my kitchen counter.  My wifes code and profile to the alarm system and access to the system would not work that day and still do not.  The technician could not figure out why it would not work and said call an ADT technician and left on Wednesday evening.  The system was partially installed, and my wife had no access to the app or system from her phone.  We did not know how to fully use the partially installed system when the technician left and my wife had no access.  As both working retired military family, we had work the next 2 days.  The weekend comes, and we still can't figure out the system as the technician left after activation but not after it was fully shown and activated for the family to use.  We figured out over the weekend that this system (ADP Control) is not what we were sold as a one app solution.  I called many times on Monday to clarify things and eventually ask to cancel as this was not a system we had been implicitly sold or expected.  They said they could not cancel as 3 days passed on a system that was not fully installed.  A normal company would not count the weekend as days to cancel and would fully acknowledge the a good majority of equipment was not installed and installation was not complete as per the contract.  Again, this is purposefully done so it pins the customer with no choice to go with this fraudulent company.  It was within 3 business days.  Any other company would side by the customer and give a refund and cancel, but not a company trained to deceive customers and only care about making money.
  -Safestreets alleges I did not want to pay so much for the system.  This is another lie.  I like any customer do not like getting ripped off.  I live in a very expensive neighborhood and would happily pay up for quality items I install or buy for my house.  This company does not sell a product and back it up.  The quoted amount form this second ********* was two times what they quoted me.  They quoted me around $2500 ish by phone and proposed a system over $5,000.  So yes, like any normal person I thought it was high from what I was initially told over the phone.  Their pricing can be higher than going with ADT directly.  They also promised a $100 dollar gift card on the sales call and then never sent that information until several weeks later after multiple calls.  This again is designed so the customer forgets.
  -************************** review process to support their customer is clear deceitful and not worth the time.  I ask to cancel in a reasonable time frame for a partially installed system, but of course after their review they only find the customer at fault.  This was not an impartial and biased review and clearly designed not to support the customer. The company write contracts and practice in such a manner selling older equipment to pin customers so they cannot cancel.  This is clearly a red flag for a company who should not be backed by the better business bureau.  A normal reputable company would just cancel the system and take their equipment back and allow the customer to cancel.  ADT would never practice this way.    I talked to ADT directly and told them this entire story and they felt sorry for me and said I was deceived.  ADTs reputation is hurt by working with this company that installs some of their products. 
  -I have never worked with a company as bad as this company before in my life, and I would urge anyone out there to make sure you go directly with ADT and never use a third party ********* like Safestreets.  Clearly other customers out there have been defrauded.  I would not be surprised if they were a class action lawsuit against them soon.  I would participate in that lawsuit no matter how. much of my time it took.  
  
  Sincerely,
  
  ****** *****

  COL (Ret) US Army

• Initial Complaint

  Date:12/28/2024

  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.

  This company is awful. I was misinformed by the salesperson who originally installed at a house I was renting. They went door to door on my street selling their products/services, and the salesman even went as far as telling me a child was kidnapped just down the street and itd be in my best interest to get a system (contacted local PD and no child was kidnapped!!!!)I signed up, and had a great experience at first at my rent house. I then bought a home, and they had equipment shipped to my new home and the equipment was from *********, though the rent house had brand new equipment? I then get a new ADT system through ********* and was even told ********* will buy me out of the SafeStreets contract. I have tried cancelling, offering the buy out and everything and keep getting lied to and given the run around. When it comes to a complaint or cancelling, they transfer you to someone that can help, but no one answers and was told no one could help me. They tell me I owe over $200, but when I called to cancel I paid almost $300 of the past due balance just to get someone to speak to me! They took my money, and still state I owe more and I will NOT be paying them. This is the most frustrating thing Ive ever had to deal with. These people are SCAMMERS!!!

  

  Business Response

  Date: 12/30/2024

  It seems that this complaint should be directed towards Safe Haven rather than Safestreets if they promised to buy the customer out and failed to live up to that promise. The customer was installed on 7/25/24 and signed an agreement for 3 years of service. The contract outlines a 3 day right of rescission period where the customer can cancel without penalty. The customer did not call in during that 3 day right of rescission period and therefore will be held to the penalties in the contract if they decide to cancel. The customer also completed a recorded welcome call stating they were the homeowner of their previous address. Regarding the $200-$500 the customer is stating they had to pay, ************************** has not collected any payments from the customer since they were installed on 7/25/24. Those payments were most likely charged by *** corporate due to the fact that the customer is still paying for the system at their previous address, since ADT did not go through the proper channels to move the system. Safestreets has not received any calls from the customer regarding moving their system and currently has the system listed at an address that is different from the address listed on this complaint. If the customer was moved by ********** or *** corporate to a different location, they would still be held responsible for the agreement they signed at their previous address and would owe the early termination fee.