Complaints
This profile includes complaints for Safe Streets USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 422 total complaints in the last 3 years.
- 89 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/02/2024
Type:Order IssuesStatus: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.
On July 22, 2024 a salesman from ADT /Safe Streets USA came to our house and asked my wife if he could show us a security system that they would like to install. My wife reluctantly let him into our house.That was our first mistake. He stated that ADT would provide all of the equipment free of charge if we were to sign a 3 year contract. We would also allow ADT to post a placard in the front yard prominently displaying that we were a customer. This would later prove to be a big lie. ADT was not providing the equipment free, but was instead selling it to us. In addition it was all being financed by Smart Home Pay for 36 monthly payments of $22.44. It was at this point that we realized we had been a victim of deception and fraud. The following day I e-mailed ADT as well as Smart Home Pay and cancelled the contracts.I subsequently talked to **** 8/29/2024 about cancelling and removing equipment. They agreed to remove equipment 8/30/2024.There was then a follow up call w/ ******************************* who requested a screen shot of e-mail showing that we cancelled within the allotted 3 day period. I did that and she called back to inform me that her supervisor said that ADT required a "Hard Copy" delivered within 3 days showing cancellation. No where in the contract is this stated.This shows conclusively that ADT is committing fraud. I am entitled to cancellation of contract and have complied with all the requirements.Business Response
Date: 09/03/2024
Part of the signed contract that includes the cancellation portion does state that the customer is required to either call or mail in the form within 3 days of their installation in order to cancel. I have attached that portion to this response. However, if the customer did email ADT within those 3 days and has proof of it along with proof of the date sent, Safestreets will review that and that email would qualify to allow them to cancel without penalty. The representative that the customer spoke with does not work this week and did not attach the screenshot that the customer sent them, so if the customer would be able to provide that screenshot of the email they sent to ADT again, this situation would be able to be expedited into assisting the customer in getting canceled.Customer Answer
Date: 09/04/2024
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. I have sent thru to
******************************* another screen shot of cancellation. With Safe Streets canceling and refunding payments that would resolve the issue. I have sent the screen shot to ******* because that is the only e-mail that I have for SafeStreets.***********************
Sincerely,
*********************Initial Complaint
Date:08/30/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was approached by a sale rep at my home who I informed I’d be moving in a month was promised a transfer of coverage and after move our payments would drop down to 24$. Rep told me I HAD to say I was homeowner to get the deal he was giving to me, I rent. The transfer itself took over 2 weeks with incorrect equipment sent out. Then my landlord doesn’t allow this on property. Requested cancel due to false information on a contract where I was laughed at, he was about to hang up before I stopped him, I’m trying to cancel why are you wishing me “good luck” and going to hang up? And then kicker here, asked for a supervisor and he put me on hold for LITERALLY 15 minutes and NEVER CAME BACK.Business Response
Date: 09/03/2024
The customer was originally installed at a previous address in April of 2024, they completed a recorded welcome call where they stated they were the homeowner. In May of 2024 the customer called in to get the system moved to a new location, which Safestreets completed in June of 2024. The original contract they signed in April of 2024 is the same contract they are under now, and remain under the same contractual obligation to either fulfill the contract or pay the early termination fee outlined in the agreement they signed. The customer spoke with the manager of our cancellation department last week who told them that they would be held to that early termination fee, or if they had someone that would assume the contract for them Safestreets could possibly make that work. Per the notes of that conversation, the customer said our manager was not a real manager because she had to be placed on hold to speak with him, and the customer disconnected the call before a resolution could be agreed upon. The customer will be held to the early termination fee if they would like to cancel.Initial Complaint
Date:08/26/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am having trouble with the service level of my *** Communications internet at my home.Two gentlemen came to my door and said they could help me with this issue.They pitched to me a lower monthly amount for the same poor internet service (as a accommodation with no change in reliability) and a ADT alarm service too (installed that day) and I agreed.The two gentlemen are gone from the company and SafeStreets/ADT have announced the salespeople had committed fraud to numerous customers in my neighborhood and surrounding areas.They fraudulently tried to force me to discontinue business with *** Communications, which I told them I would not agree to that day and switch over to doing new business with CenturyLink Internet.Upon confirmation of these details, I had the alarm system removed from my house and obtained a refund of my installation charge.I am currently seeking now a $255 refund of monies withdrawn from my checking account for the monthly alarm services I have paid to date and have been getting a run around for months of my time and efforts.I am a senior citizen with medical conditions related to major heart surgery and I need BBB help.Business Response
Date: 08/27/2024
The customer successfully canceled with ************************** in July of 2024, shortly after their system was removed we refunded their activation fee of $199. Usually, ADT corporate handles the refund of the monthly monitoring payments made by the customer, but in this situation, ADT did not and let us know Safestreets would be receiving a credit for those monthly monitoring payments totaling $255.96. That credit would not process until the cancellation had fully processed for the customer, which takes 30 days per ADT policy. That 30 day period has passed and Safestreets has received the credit from ADT. The customer's refund has been submitted to our accounting team and the customer will receive a check for the $255.96 in the next 4-6 weeks.Initial Complaint
Date:08/25/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a SafeStreets customer for many years.
We recently started having an issue with our smoke, fire, heat detector. It is a Honeywell sixcomboa.
I have asked for a replacement since the device is less than 12 months old. It’s defective. It prematurely alarms a low battery and the fire dept has been dispatched to our home twice in the last six months. I paid the service fee and the tech came out and said he replaced the device. The tech said he put and new one in. The low battery sensor went off approximately 2 months later. I called safe streets again and customer service said I would have to pay for another service call for the tech to come and troubleshoot again. We purchased a battery tester and the batteries are fine. The batteries are less than 2 months old. Safe streets will not replace the device or send a tech out to replace the device unless I pay another tech fee. We were told by one tech that the company received a bad batch of these devices. The tech said it should be replaced free of charge and with no tech fees. The tech also told us he doesn’t make the rules.
I just want a device that works properly.Business Response
Date: 08/27/2024
Every customer is given a 90 day warranty period on their system where Safestreets will come and fix/replace equipment at no cost to the customer during those 90 days as outlined in every customer's contract. After those 90 days any service appointment is subject to a $100 service fee. However, for this customer, Safestreets has returned to their home after their initial 90 day warranty period for service appointments and we have waived the service fee every time. Safestreets replaced the smoke combo in February of 2023 and we did not get a call back from the customer about it not working until February of 2024. This was out of the customer's warranty period, but Safestreets in an attempt to provide a better experience, waived the service fee and returned to replace the combo detector. Since customer is out of their warranty period at this point, they would need to pay the $100 service fee to have a technician return to their home.Customer Answer
Date: 09/04/2024
Complaint: 22192207
I am rejecting this response because:Per the tech that came to our home in Feb 2024, He replaced the device in FEB of 2024. The photo I attached for March of 2024 clearly shows all the malfunctions. This falls in your 90 day policy and I stated this to the costumer service person I spoke with when I called. She stated I would have to agree to pay another service fee even if it had been less than 90 days. I have repeatedly asked safe streets to help me remedy this issue since Feb. 2024 with no remedy, other than you will need to pay a $100 service fee. I am asking that safe streets overnight me a different model/ device. My safe streets account provides how to videos for self installation and encourages homeowners to do it yourself. This problem is on going you can check the zone list for 30 days prior to this email. I was given a device that is malfunctioning and I have paid the service fee.
Sincerely,
Maria DukeBusiness Response
Date: 09/04/2024
As stated in the original response from Safestreets, the 90 day warranty applies to the account, not the equipment. It does not reset every time a new piece of equipment is installed. If a device is faulty due to no error on the customer, we will replace the device for free, but the service fee will be required to pay our technician for his time. If the customer does not want our technician to verify the faultiness of the device, they would have to purchase the device instead. To this point, the customer has never paid a service fee, even though they have been well out of their warranty period. As stated previously, the area manager has been involved to ensure that this issue does not persist once the customer agrees to pay the service fee and allow our technician to return.Initial Complaint
Date:08/23/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sales person came to my door steps as ADT salesman directly, didnt clearly they are authorized dealer and will put an hold on the account for 30 days if customer do not wish to proceed the deal with themBusiness Response
Date: 08/26/2024
Safestreets USA is an authorized provider of ADT security. The product sold is ADT and ADT bills and monitors the customer during the life of their contract. If a customer is entered into ADT's system a hold is placed by ADT corporate as part of their policy to ensure that their providers/dealers don't steal sales from each other since ADT corporate purchases and monitors all of the accounts. Any dealer or provider of ADT, including ADT corporate, can install over the hold if they wish, but they will incur a penalty on the sale. There is nothing that Safestreets would be able to do to lift this hold on the account, since it is an ADT policy, but ADT can install over the hold if they wish and incur the penalty on the sale.Customer Answer
Date: 08/27/2024
Complaint: 22188311
I am rejecting this response because:
1. The salesman has never introduced himself as not directly employed by ADT.
2. The order page I received has no legal language written about the 30 days hold on the account.Shady business and thats all I have to say!
Sincerely,
*************Initial Complaint
Date:08/15/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company came to me to install adt in my home. I canceled on the second say because I had 3 days if I wanted to get a full refund. They came and un-installed the cameras, but kept charging me. When I disputed it with my bank, they disputed back and my bank wouldn't refund me either.They took advantage of the fact that I was a single mother with no man around and le Iied to steal my money. I already have limited resources and this put me at an even worse financial hardship.Business Response
Date: 08/16/2024
The customer was installed on 6/27/24, notes on account show that the customer reached out to their sales representative about how they did not want additional purchased equipment outside of free equipment they were given and if they could not return it they would cancel. To accommodate this, Safestreets uninstalled additionally purchased equipment but all other equipment including panel and sensors remain in the home and verified as active. The customer should have been refunded for the additionally purchased equipment and their financing for the additional equipment should have been cancelled, a ticket has been submitted to the accounting team at Safestreets to refund customer and cancel financing, but the customer will still be liable for monthly monitoring payments since they still have system installed in their home. If the customer would like to cancel at this point they would owe the early termination fee outlined in their contract since we were able to resolve their original cancellation concerns that were brought up during their 3 day right of rescission period.Initial Complaint
Date:08/13/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My elderly mother(whom I live with) was interested in getting ADT to monitor our long driveway and outside our garage. She set up all account information over the phone. When tech arrived, he informed me that a credit card was needed for the $100 installation (which we would receive a $100 gift card in return) so I gave him my card number since she was not at home.As he proceeded, I voiced where our concerns were. He dismissed me & put equipment where it was not needed & not where it was needed.I called ADT corporate office 3 days later(due to a7/4 holiday expressing concerns that it was not what we wanted & it was unacceptable. I also expressed how rude their technician was.They inturn told me that they were sending another tech to fix our issues. That day they called wanting to send the same tech but we refused. On the 23rd of July, we again called corporate and got approval to cancel the subscription. I immediately notified Safe Streets and instead of making an appointment to pick up their equipment, we HAD to keep it or b turned into collections. They also billed MY card(not the card on file for billing) for 2 months when the system did not work since it was hooked up. So not only did I not receive the gift card for installation, I was also charged $66.35 TWICE. I told them my card was not for billing & that corporate instructed me to let them know, that us when they threatened me with turning account into collections. I just want subscription terminated as well as my $233.70 returned as it is NOT my name on the account! WORST COMPANY EVERBusiness Response
Date: 08/14/2024
The customer was installed on 7/3/24. The customer never contacted us about equipment not working after that date, only that they did not like where it was placed when they called us on 7/12/24. To provide customer with a better experience, the customer had been set up with a free service to move the equipment to the desired locations, they had accepted this appointment and had given no indication of wanting to cancel until week of appointment when we called to confirm the time for the appointment and the customer let us know they had cancelled the system with ADT because they were moving. We informed them that they would owe termination fee unless they wanted to move system, which they said they did not and the conversation ended. Customer spoke to us again on 8/8/24 to ask to cancel again, this time the customer said they wanted to cancel due to not being able to afford it and again brought up that system was incorrectly placed. Since then we have advised customer that we will send technician out for free to move equipment to desired positions as well as add equipment that customer wants. The customer would be held to the early termination fee since there is no record showing the customer contacted ************************** about cancelling within their 3 day right of rescission period and had accepted a service appointment to resolve concerns even after that period had passed. Additionally, monthly monitoring payments are handled by ADT instead of Safestreets, the only charge Safestreets has placed on customers account was the original install fee of $104.94. Customer will not owe early termination fee if they choose to reinstate their account with ADT prior to 8/22 deadline, at which point we would honor the offer of moving equipment at no cost to desired locations.Initial Complaint
Date:08/07/2024
Type:Billing IssuesStatus: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.
I ordered security services from Safe Streets (an Authorized Provider for ADT) for a co-op apartment (*************************************) that I was in the process of selling on August 5, 2023. I contacted the security company and had the services transferred to my current home (**************************************************) on September 23, 2023. Safe Streets only charged me one monitoring fee of $52.99 on August 5, 2023 and nothing thereafter. Thereafter, my terms changed and I was fee of $41.99 directly from ADT. ADT advised because I signed a contract with them that my contract with Safe Streets had been cancelled. I never received any contact from Safe Streets until recently when they emailed an invoice on July 18, 2024 claiming that I owned them $39.74 and that I would be charged that amount on September 1, 2024. However, Safe Streets charged me $52.99 on August 1, 2024. I contacted Safe Streets by phone on July 30, ************************************************************************* to ADT. ADT advised that they would have someone call me back. I did not receive a call back from ADT so I called back on August 2, 2024 and spoke to ******* (Employee No. ******). ******* again claimed that I had no contract with ADT, but that I would need to contact Safe Streets and she also advised that the account on ****************** was cancelled. ******* contacted Safe Streets and I spoke to ******** in the billing department (Employee No. ***********). ******** advised the only thing he could do is cancel my account with Safe ********************** and I would have to pay a cancellation fee. I declined to pay any fees to Safe Street. I am being charged for two security services one from ADT and the other from ***********. ADT is the company providing services and Safe Streets is not. I would like a refund from Safe Streets in the amount of $52.99 back to my credit and retroactive cancellation of services Safe Streets back to 9/23/23 with no financial or any other penalty.Business Response
Date: 08/12/2024
The customer was installed by ************************** on 8/5/2023 for a signed monthly monitoring amount of $52.99 a month. As the customer stated, they had the system installed in a residence they were in the process of selling and after the property had sold the customer stated they would be calling us to move the system to their current residence. The customer did not contact ************************** about moving the system, and it looks like they had contacted ADT directly instead, after which ADT moved the customer instead of redirecting the customer to **************************. The customer was then installed by ADT with a new contract, but the contract at Safestreets was never cancelled. Due to an error in our billing system the customer was not billed from September 2023 to July 2024 when our accounting team caught the error and fixed it which started billing the customer again, since the customer had never contacted us about moving the system we presumed it was still active. Because the customer never contacted ************************** about moving the system they would still be held liable for the contract they singed with us, but this seems more an error on ADT's end for not directing the customer our way. Due to this, this situation has been escalated to higher management at Safestreets to find a better resolution. We will update customer with resolution when found.Customer Answer
Date: 08/15/2024
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.
****** from Safe Streets called and left a voice mail for me on 8/14/24 advising that my contract with Safe Streets would be terminated with no penalty or liability on my part. The payment collected in July 2024 (Im guessing he meant in August 2024, because that is when the payment was charged to my bank), will also be refunded to me.Very truly yours,
*************************Initial Complaint
Date:08/04/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
********** rep was nasty and hung up on me because I asked for my $100 back for the appointment it had been three months since I didn't receive it, also charged more than what was initially quoted, I signed up for ADT with my home warranty company for $59.95 I never knew I was signing anything with safe street. I was asked to reserve an appt with my credit card and it wouldn't be charged, they have used my credit card now to bill me for three months plus the $100, when I asked to have that credit card removed they became hostile hung up on me and I told them they never were authorized to charge that card it was only to reserve an appt and I assumed id be billed via mail. I eventually spoke with a supervisor who straightened everything out, but apparently the rep who initially hung up on me cancelled my account without my permission and now they are demanding $1300 from me and I never was told I would be cancelled nor was I told about a fee to cancel they just shut off my service and they were paid for the month they shut off this whole time I didn't know my service was off. I find this all out because they texted me on my phone they canceled my service and demanded $1300 for a cancelation fee when I didn't cancel.Business Response
Date: 08/09/2024
The cancellation request mentioned was submitted through ADT corporate instead of Safestreets. Safestreets spoke with the customer on 7/1 and seemed to have resolved all of the issues the customer was having, but ADT corporate shows a cancellation request on 7/2. A reinstatement request has been submitted to ADT for the customer, ADT database shows that reinstatement as in progress and a shows a reversal of the cancellation. Once the reinstatement is processed, which should happen in the next 5-7 business days, the customer will not be liable for the $1300 cancellation fee they were quoted and service will resume.Initial Complaint
Date:08/03/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had ***** of ******** and ordered service for my father at his address, they told me to put the service in my name, my dad passed away and when I contacted them to cancel service as we are selling the property, they are holding me accountable for the balance of the service contract. I have sent them all documents supporting that this service was for my father at his address including the title of property, ***** of attorney, and contract of sale. Upon the death of my father, the service was no longer needed as it was set up on his behalf solely for his benefit for safety.Business Response
Date: 08/05/2024
This had been submitted to our compliance department to review. Our compliance team responded letting us know that since the contract had been signed by the customer, *****************************, and because the account had been set up in her name, it was attached to her. Due to this, the customer would be responsible for the fulfillment of this contract, even though it was not originally set up or intended for them. The customer has the choice of either relocating the system to their residence and continuing out the contract, or cancelling the contract and paying the early termination fee.
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