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

  1201 Hays St Tallahassee, FL 32301-2699

• 

  Safe Streets USA, LLC

  6 City Ctr Portland, ME 04101-4000

  
• 

  Safe Streets USA LLC

  650 NE Holladay St Ste 1600 Portland, OR 97232-2035

  
• 

  Safe Streets USA LLC

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

  

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:08/02/2024

  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.

  We had ****** Nest thermostats (2) installed in our home as part of our ADT security system that was installed by Safe Streets USA. Within the 90-day warranty window through Safe Streets, our thermostats malfunctioned causing our ** units to run constantly at varying temps. This caused one of the ** units to lock up and the compressor was damaged. We had an HV** technician come out and fix the unit costing us around $550. He stated our thermostats are not the correct generation for our units and they will continue to cause issues and in the winter our bill will be over $400 monthly. Safe Streets said they could install the nest pro thermostat for $100 each. I called and disagreeded with that since Safe Streets installed the wrong equipment which caused damage. I called to speak with *****, the manager who said it would be $100 per unit. He refused to speak with me. I told the Safe Streets rep I dont know what to do, my options are ****** review, BBB complaint, or seeking legal assistance. I did not say I would action any of those, I simply stated all remaining options. The rep immediately said since I stated legal/action (which I did NOT) she has to end the call and hung up on me. Safe Streets is seeminly unwilling to assist a paying customer for an install issue on their behalf. Essentially charging the customer for their mistake. I would like Safe Streets to do what is right by their customer and install the CORRECT thermostats and waive the $200 upgrade fee.

  

  Business Response

  Date: 08/08/2024

  This complaint was escalated to the area manager for where the customer lives. The area manager spoke to the customer and we will be giving the customer the upgraded thermostats at no charge and removing the old pieces. The customer was also instructed by our area manager to send him the invoice for the damages caused prior. 

• Initial Complaint

  Date:07/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a security system installed by safestreet USA for my home. The Individual installing the equipment deliberately misled and lied to me about it. He told me that all things were functioning properly, and I would have zero issues going forward. I asked if I had there was any other information I needed to know, and he told me no. After Approximately six days, My front doorbell camera stopped working. I attempted to reach *** and safe Street, to no avail. After researching online, I found a common theme was the company does not install the cameras with power. They expect Customers to uninstall the camera, place it on a charger for 24 hours, and then reinstall the camera. This goes against what I asked equipment installer and was well known by him that the camera did not have a power source. Eventually, I was able to get a hold of Safestreet and Adt, where I was passed back-and-forth for months on who was responsible for the installation. Neither Company would do anything to fix it until after eight months of me complaining. Adt finally sent someone out to look at it, because my 90 day warranty with safe street was over. Adts representative told me that I need to hire and professional electrician to install my camera and I should have been told that from the start. I was not told from the start, or I would have never signed up for this service as the front door camera is by far the most important thing of the security system. I have tried to resolve this For months to no avail. I have offered to return the equipment and cancel the service and that is not acceptable. I have asked for discounts of the camera that does not work, they offered $80 discount on a $350 camera due to my inconvenience. I told him this is unacceptable. I would like a $350 credit to my account and then pay the remainder of the bill. I believe this is more than fair as the installer lied to me about what I was purchasing.

  

  Business Response

  Date: 07/22/2024

  The customer was installed on July 26, 2023. From that install date we did not receive any phone call about the issue with the doorbell until April 8, 2024. Usually we have a 90 day warranty period where we no longer service the accounts past 90 days, but in May of 2024 we sent a technician to the customer's home to attempt to help them. We then informed customer there was no power going to their doorbell and they would need an electrician to put in the correct wiring if they did not want to have to charge their doorbell. Since we were not informed by customer of the issues with the equipment prior to the expiration of their 90 day warranty on October 24, 2023, all issues/complaints would need to be taken up with ADT directly instead of Safestreets. 

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 22016436
  
  I am rejecting this response because:
  
  the company misled me during installation and flat out lied about the power source to the front bell.  I made it abundantly clear I did not want a system that required charging regularly and was told that I wouldnt have to worry about that. I called adt and was told theyd get back to me but never did.   There is a reason this company has a poor rating and Id like to escalate this to the next level as this it is criminal how they lock consumers into a contract then refuse to do anything to fix the issue.  Misleading consumers is fraud and this company is about as fraudulent as they get.   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/16/2024

  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.

  This company approached my Mom by her by knocking on her door or calling her, offering her an alarm service installment, which was installed on May 25 2024 they had her sign documents/contract with an install amount which was financed with Smart home pay $48.80 month with $86.00 a month she is not responsible for her own finances, I am her *** ****** of ******** for her care & finances), and cannot sign anything w/o me. I spoke with Zac with Safe H31**3031313731313430H on June 24 2024 and explained and submitted the *** to him to have this contract cancelled. He stated that he would speak with his compliance ***** to get it resolved. I spoke with him again on 7/9/24 and says that he is still waiting on the response from the compliance ***** I reached out again via email today 7/16/24 and haven&#**;t heard anything back. I would like for this contract to be cancelled, and the monies refunded back to my moms account.

  

  Business Response

  Date: 07/18/2024

  After review from our compliance department, the *** does not mean that the customer is unable to make decisions for themself. If medical documentation can be provided to show that the customer was medically unfit to enter into a contract then further options for the contract can be explored, including termination without penalty.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21997167
  
  I am rejecting this response because:
  

   SafeStreets targeted my mom, contacted her, confused her and convinced her she was not safe.

  My mother told me that ATT (her internet provider) installed cameras on her house and that they were free because she let them put a sign in her yard.  After investigating, I figured out that it was ADT, not ATT (apparently the salesperson never said he was with SafeStreets).  Then I saw the charges showing up on her credit card.  One for service and another from a lending agency.  I thought this was odd because she already has a security system in place.  When I called ADT they told me the local contractor is SafeStreets.  My call to the salesperson resulted in the same response as they provided to this complaint - too bad, unless you have a letter of incompetency, we aren't doing anything.

  Getting a letter of incompetency is virtually impossible.  The predatory sales practices here are plainly evident. 

  There is already a security system in place.  SafeStreets installed their system right next to the Simply Safe appliance. 

  My mother has had multiple strokes and anyone that engages in conversation with her can easily tell she has cognitive issues.  Most days she has a caregiver but in this case it appears they managed to schedule a time when the caregiver was not on site. 

  Additionally, because she cannot use her phone for anything other than making or receiving calls, the salesperson had to create a gmail account for my mom in order to set up the system - including a LOAN for the equipment purchase.  

  This is obviously a business that needs to provide better training to its personnel.  

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

  

  Business Response

  Date: 07/22/2024

  As stated previously, our compliance team reviewed the ***** of ******** documentation and found that while the person listed as the ***** of ******** has the ability to act on behalf of the customer, the document does not indicate that the customer is unable to make decisions for themselves. If the *** would like to cancel the contract for the customer they may, but the *** would then be held responsible for paying the cancellation fee. Again, if medical documentation can be provided to show that the customer was medically unfit at the time to sign into that agreement, then further options can be discussed. 

• Initial Complaint

  Date:06/20/2024

  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.

  On or about the 26th day of April a guy came to my home stating he was c from ADT and wanted to discuss some home alarms. We saw something we liked and began the purchase process. After it was installed we noticed the products were inferior and we called the next day for them to uninstall the system, no money was involved at the time so we didn't need a refund.Later I discovered my account was charged $69.99 which we never discussed. I've been trying to get my money refunded every since only to hear lie after lie when I call with the latest being my check is in the mail and I will receive it in 3 to 6 weeks!I believe this company is fraudulent because I've got nothing but the run around the numerous times I've called and I found out they are not ADT after misrepresenting themselves as ADT.In conclusion I want my money immediately and I don't want anyone else to be duped by this fraudulent company.

  

  Business Response

  Date: 06/21/2024

  The problem was that instead of ADT, who had charged the customer $69.99 for the monitoring, refunding the customer back directly, they sent the money to us at SafeStreets. This resulted in us being forced to send a check since we did not run the charge, we cannot refund a charge we didn't make. We do apologize to the customer that it has taken so long to get their money back, ADT also takes 30 days to cancel an account so they money wasn't sent to us until 30 days after the cancellation. The rebate has been processed and accounting is making out the check now to mail to the customer. We apologize again for any inconvenience the delay has caused. 

  Customer Answer

  Date: 06/21/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/29/2024

  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.

  Fraudulent contract and fraudulent representation of contract with Spectrum Telecom Services

  

  Business Response

  Date: 05/30/2024

  SafeStreets is in no way affiliated with any telecom services or Alpha Marketing Strategies who set up the customers account. They may call in to our customer service line at ###-###-#### and the agents can help with what they can regarding ADT Security services, but besides that we are unable to assist. Our customer care number is ###-###-####. 

  Customer Answer

  Date: 06/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  SafeStreets USA and ADT have refused to resolve the issue. I canceled the account due to fraudulent marketing, the salesperson advised me that my telecom bill would be reduced to $45 per month, which SafeStreets has now confirmed that since they don’t work/contract with Spectrum, SafeStreets can’t control or reduce the Spectrum monthly charge, therefore, their salesperson/SafeStreets is false advertising for Spectrum.  The contract is based on fraudulent sales and advertising, therefore, nullifying any contract based on false information/fraud.  In addition, SafeStreets is refusing to cancel without charges in excess of $700.00. SafeStreets is refusing to send a technician to pick up the ADT components and ADT has the same stance.
  
  Sincerely,
  
  
  
  ******* & ***** ******

• Initial Complaint

  Date:05/24/2024

  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 filed a complaint on SafeStreets about 2-3 weeks ago about there billing practices and their customer service. I have now began to receive phone calls from SafeStreets and no one says anything they just hold the phone. The last one I received today. As I checked in the box I would like a call from ****************************************** To see if this issue can be resolved.

  

  Business Response

  Date: 05/29/2024

  This has been escalated to a collections supervisor who can make sure that the customer isnt receiving those calls with no one speaking on the other end. We do not have any automated calling system so it is likely that an agent called the customer and there was a connection issue. The supervisor and department has been made aware that the customer is expecting a call to address the balance. 

• Initial Complaint

  Date:05/20/2024

  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 told me that they could upgrade my present ADT systrm with the equipment that I already had in my home. They told me that I could continue with my already hardwired system. This is not the case after reading the contract that they made me sign, it says that I have to have the internet. Which I did not want to have. Then the system was installed improperly.
  After 5 attempts,finally they did the install however, the censors are not working. The motion censors are sending false signals. At one time, the police had to be called, but refused to respond because I didn't have a permit on file. Which they never mentioned. I have over 45 faulty errors on my panel
  I can't even set the alarm. Then they want to charge me for something that's not even working. In addition, I ask to remove the cameras, that is when they told me that they were cancelling my contract. I said for what, all I want is a system that works.

  

  Business Response

  Date: 05/21/2024

  We have attempted to send technicians to the home multiple times and the customer will not the technician in to service the equipment. Because of this, we have not been able to fix the issues with the equipment. Normally, we would hold the customer responsible to continue paying their bill even if the equipment is not working since the customer will not allow us to service it, however, the district manager has approved the equipment be removed and the customer released from contract. The customer will need to call and schedule the system removal or they will be held liable to pay for the equipment that is still in their home. 

  Customer Answer

  Date: 05/27/2024

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

• Initial Complaint

  Date:05/17/2024

  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.

  Did not sign up for there service because we do not have internet service for monitoring

  

  Business Response

  Date: 05/17/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  
  SAFE STREETS USA LLC
  ***********************************************-2685
  
  Please forward this on to the correct company.

  

  Business Response

  Date: 05/20/2024

  The customers account has been completely cancelled out since May of 2023. If they are still being billed it is because they did not contact ADT who charges the customer for monitoring. The customer will need to contact ADT to have this cancelled as well as request any refunds that *** be due. 

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising 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.

  On March 7th, some door to door sales people door knocked & spoke with my elderly mother & were claiming to be with Spectrum internet provider. My mother being elderly trusted them to give us "savings" on our monthly internet bill which was NEVER given. They then started to install cameras around the house still claiming to be with Spectrum later to find out they are with Safestreet ADT providers which was NEVER disclosed. After realizing we got scammed, my mother called the NEXT day March 8th to Cancel as they had a 3 Day Free Cancellation period in their Rights of Recission Period. They said they will cancel & that they would send email confirmation and that they would send someone to pick up the equipment at no cost. I had to consistently follow up with them AFTER my mother had cancelled & they stated that since she didn't call within the 3 Day Cancellation period there would be a 75% early termination fee. Which is all lies. I have been calling & emailing them consistently with still no response & in fact I had one of their reps call me to say they would send me to collections ? I am surprised that a "business" like this is still operating & even legal? I would simply like to cancel something in which we never agreed to & never used. Not to mention we called the NEXT day to cancel. Extremely unprofessionalism from every rep in their company.

  

  Business Response

  Date: 05/10/2024

  SafeStreets is in no way affiliated with Spectrum and only handles ADT security installation. This customer was set up by a sub-dealer, Alpha Marketing Strategies, who offers ADT and internet price discounts. The case was sent to our legal team who determined that the customer is to have the account closed with no early termination fee. The customer will need to call in to our customer service line to schedule a removal of equipment so they are not sent to collections. Our customer service number is ###-###-####. 

  Customer Answer

  Date: 05/19/2024

   
  
  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. They picked up the equipment on 05/18/2024
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:05/08/2024

  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.

  ADT installed an alarm monitoring system for my property. This system included installing 2 cameras and an alarm system mounted to the wall inside my house next to my outside door. The purpose of the system is to notify me when the alarm sounds. This process determines if an intruder entered my home and is not a false alarm. A few weeks later after being installed, the system went offline and started beeping for several weeks. I tried but was unsuccessful in contacting ADT by phone as I was transferred to different departments every time. I was never able to talk to anyone from ADT. Also, ADT is required to contact me when the alarm sounds or the system goes offline, which they never did. I canceled and terminated my contract due to this issue. ADT never fixed this problem with my security system going offline by sending a technician out to fix it. ADT has been trying to collect on a debt they say I owe, in the amount of $1,627.27, and is using a debt collector to collect on this debt.I desire ADT to expunge this debt due to their incompetence in fixing or repairing their security system, which they installed. I need ADT to zero this balance out and stop any and all debt collection.I have read other complaints filed against ADT for similar issues. ADT makes it impossible for consumers to resolve issues like this with the company itself. A person must use the BBB or other agencies to get issues resolved.*** also refused to come out to my house and uninstall their equipment when I did contact them. I took it upon myself to remove the system from my home as it was beeping and never stopped until I removed the system.

  

  Business Response

  Date: 05/08/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  
  SAFE STREETS USA LLC
  ***********************************************-2685
  
  Please forward this on to the correct company.

  

  Business Response

  Date: 05/10/2024

  The customer called us in April 2023 for a service an issue with their camera. A technician was sent out and fixed the problem. The customer had our number and never contacted us again until August 2023 wanting to cancel. The customer was informed of the early termination fee and was even given options to lower the price paid for monitoring. The customer has since been sent to a 3rd party collections agency and it is between the customer and the collections agency to settle the debt as it is now owned by Hillcrest Davidson and Associates. 

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21683614
  
  I am rejecting this response because: their statement is false. No technician was sent out and fix the problem or I would not have filed the complaint. ADT is the original creditor and not entitled to transfer this debt to

  Hillcrest
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/14/2024

  The technician was sent out for a problem with a camera, not the issue with the system going offline and beeping. SafeStreets was never made aware of the problem while the customer was inside of their service period with us. After 90 days the customer would have needed to contact ADT to address the issue, but since the customer has been sent to a 3rd party collections company, the complaint will need to be resolved with them as the legal owner of the debt. 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21683614
  
  I am rejecting this response because:

  Once again, no technician was sent out to examine my system as it was still beeping. I tried to call them on several occasions but kept getting

  the run-around, that is being sent to a different department every time. I was never able to contact the correct department, since I kept getting transferred.

  NO ONE CAME OUT AS THEY CLAIM. I REQUEST MEDIA COVERAGE, AS THEY ARE LYING.

  I WILL NOT PAY THIS BILL EVEN IF THE COLLECTION AGENCY SUES ME.

  JUST LOOK AT ALL THE OTHER COMPLAINTS AGAINST ADT.

  THERE ARE A LOT OF CUSTOMERS WHO HAD SIMILAR PROBLEMS LIKE MINE WHICH IS, THE SYSTEM GOING OFFLINE AND ADT STILL EXPECTS

  THE CUSTOMER TO PAY. I NOTICED ONE CUSTOMER WHO LOST THEIR ADT CONNECTION FOR OVER A YEAR AND ADT STILL EXPECTED THEM TO PAY.

   ADT RESOLVED THAT PROBLEM BUT REFUSED TO RESOLVE MINE. THERE NEEDS TO BE A CLASS ACTION LAWSUIT FILED SINCE ADT FAILS TO SOLVE

  PROBLEMS THEMSELVES. CUSTMOERS MUST USE THE BBB OR OTHER AGENCIES TO GET THEIR PROBLEMS SOLVED. LET'S SEE THEM RESSOLVE MY

  PROBLEM.

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