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:05/03/2024

  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 purchased a ADT Security System from one of their approved resellers on December 11th, 2023 for more than $3,000 dollars. Since that time I have had numerous issues and more than 3 technicians have come out and been unable to resolve my issues. They advertise 24/7 monitoring along with a 6 month money back guarantee. I have spoken with several Customer Services representatives that have been rude, refused to provide their name or title, refused to transfer me to a manager or even provide me with their email address. They are refusing to honor the 6 month money back guarantee. ADT points and Safe Streets and Safe Streets blamed ADT. I have asked on several occasions for ADT and Safe Street to get on a joint call and they have refused. As a consumer I have never experienced such poor support and rudeness. The product does perform as advertised and their marketing is extremely misleading. When the technicians came to my house they admitted they don't know how to fix the new Google Cameras. I have spent hours and hours trying to get this resolved and I simply want a full refund and to never have to deal with these people again.

  

  Business Response

  Date: 05/08/2024

  The customer has had 2 services to their equipment. One was resolved after a technicians visit, the other was because the customer thought that ADT had agents who watched the cameras 24/7 and called the police for the customer if needed. This is not a service offered by ADT, SafeStreets, or any security company. Any residential security system is going to be CCTV and is monitored by the owner. 

  Customer Answer

  Date: 05/14/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is a flat out lie.  My issue was not resolved when the technician came to my house.  The technician himself told me that he does not know how to fix or work on any of the Google products.  The dishonesty in their response is consistent with the behavior they have exhibited in almost all of my interactions with them.  My issue is not that they don't monitor the video recordings.  They don't monitor anything.  There have been numerous times that my alarm has gone off and I did not receive a call from ADT.  They are blatantly falsely advertising their services.  Their alarm is worthless and they don't provide the monitoring they advertise.      
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/03/2024

  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.

  I had an ADT System installed on Saturday April 20, 2024, by a subsidiary of ADT called 'Safe Streets", just prior to receiving an offer on our house, three days later on April, 23 2004...I was told I had to sign a three year contract @ ***** per month, at such time I asked the installer if I could transfer the service to the new buyer for the balance of the three year contract...I was led to believe this would not be a problem by the installer..., just call the office...I called the office Monday, April 29, 2024...was transferred several times over a two hour period, put on hold. etc....until I finally got to an Account Manager who basically told me I had to cancel my contract, pay off the balance of the three years and could not transfer the monitoring service fee I paid @ totaling 1,907.00...the new buyers could keep my equipment and would have to call ADT to pay for their own monitoring service....I was angry and told them off with colorful language. In addition, in my house listing to the new buyer, I agreed to pay the balance of my three years contract of 35 months as a selling incentive...ADT'S deceptive practices and my generosity, cost me $3,815.28 for one month of security...this wrong nd borders on theft and fraud....PLEASE LET OTHER POTENTIAL ADT CUSTOMERS KNOW ABOUT THIS UNETHICAL AND DECEPTIVE PRACTICE< AS I'M SURE SOMEWHERE IN THE FINE PRINT OF THE CONTRACTI INITIALED ON MY SMARTPHOME THE NON-TRANFERABILTY CLAUSE WAS HIDDEN AND NOT POINTED OUT TO ME !!!

  

  Business Response

  Date: 05/03/2024

  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: 05/08/2024

  Unfortunately, we are unable to transfer contract ownership anymore. In the past this was a possibility but since then ADT has stopped allowing its authorized dealers to transfer contract ownership. We do apologize for the inconvenience casued and wish we were able to take care of the contract transfer.

  

  Business Response

  Date: 05/08/2024

  Unfortunately, we are unable to transfer contract ownership anymore. In the past this was a possibility but since then ADT has stopped allowing its authorized dealers to transfer contract ownership. We do apologize for the inconvenience casued and wish we were able to take care of the contract transfer.

  

  Business Response

  Date: 05/08/2024

  Unfortunately, we are unable to transfer contract ownership anymore. In the past this was a possibility but since then ADT has stopped allowing its authorized dealers to transfer contract ownership. We do apologize for the inconvenience casued and wish we were able to take care of the contract transfer.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21657584
  
  I am rejecting this response because: it makes no sense, I pay for three years when ADT SAFE STREETS knew I was selling my house when they sold me the 36 week  monitoring plan@ ***** per month...nothing else to say, I want others not to be scammed like I was.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/01/2024

  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.

  I had the home security system installed In November 2023 all went well. I'd inquired if I would have a secure system because there is a neighbor I am in court with for trespass**** vandelism ,he'd gotten/hacked into my wifi and phonelines, previous alarm systems. I was assured it not possible. Within weeks the vandelism and home invasion continued, and once again no camera footage to support it. So he's into the adt system as well and either edited the footage or stopped the camera function. I'd called several times and got representatives in *****... they did not help in any effective way..they scheduled a technician again and I'd have to pay another fee each time. Is kept calling different phone numbers is find and the customer service lines till infinally got someone in the **. And this was only when I stopped and didn't pay the bill through auto pay, and did not send a check. I told them the electricsl lines installed in the kitchen were arc-**** which has blown an appliance switch to my dish disposal where I'm stuck bailing water out of my sink for the last 2 months and that the neighbor had disabled my door alarms,and panel box and camera. Twice they wanted to give me instruction to remedy it myself and when I said I'm a senior and don't know what I'd be do**** they said I would have to schedule and pay their tech and also schedule an outside electrician to meet at the same time to determine the problem. So I'd be out of pocket for both. But no electrician accompanied the tech when installation was initiated. I trusted she was certified, now to fix issue I have to have a back up electrician to fix my electrical line to have a working back door light and dish disposal? The largest security system in the ** has to offer its customers a little more security and genuine customer satisfaction than a 3 yr, almost $3,000 contract. Which took them from Nov to April to send me a copy of the contract though I'd requested a paper/hard copy for months.

  

  Business Response

  Date: 05/01/2024

  Per our technician who went out to the property, the customer had to have removed the cameras from the system. The only way it could be hacked is if the customer gave out their password and username to their neighbor. However, if the customer truly feels like the system is somehow being hacked, we are not able to provide cybersecurity and the customer should contact the authorities to receive the proper help for the situation. 

  Based off our technicians understanding, the issues were caused by the customer and this is why a fee would be charged in order to send a technician out. Because the customer is past warranty as well, they will need to contact ADT for further services.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21652248
  
  I am rejecting this response because:
  

  I did not see a 'portal ' to respond to.

  However,  I'd like to say they said..

  
  

  1. I had to have disconnected the 'equipment.' One of the many phone representatives  I'd spoke to instructed me what to do when I complained that a hacker had gotten through my system despite their assurance that was not possible. 

  2. Now they assert that I caused the issues. When I ask for help because I have no experience or ideas of what I  would be doing. They want at least $50 or $70 to get their tech to come out. They scheduled me 2 times and no one showed up since I complained about the unfairness of fees for having them check or maintain their equipment.

  3. How could I know about a warranty since they had given me no copy of a contract until several request and months went by. From November,  the signing up for installation till  April before I actually had something in hand to read for the 3 yr. Contract.  Which I didn't  know the full cost or money obligation. Only up till  then all I had  was a small sheet signed for information for the installation date.

  4. I don't want to have to word it so  strongly, but it's "absolutely absurd "to be accused of giving  the password and all to my neighbor of whom  I am currently in court with for trespassing,vandelism, theft and cyber trespass.  Of which I cannot get the correct local authorities for the cyber issues.

  I don't want to make this so long, but just to make my response known to the *** and SafeStreet party, and for

   your response time allowed.

    Thank you,  ***********************;

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

  

  Business Response

  Date: 05/14/2024

  To address all the customer's listed concerns: 
  1- The customer has been told multiple times that the changes to the system were more than likely made by her, and that the chances of someone hacking it are far less likely. However, as stated before, if there is indeed a cyber crime happening, that would be between the customer and police, who from the response dont seem to think it is a cyber crime. This helps us understand that the changes were probably made by the customer and are not a result of someone else having access to the system.
  2- If the customer complained about having to pay a service fee we would not have scheduled an appointment for a technician to come out. The reason there was a fee was because the evidence overwhelmingly pointed to user-error, if the technician had found the case to be otherwise we may not have charged the fee. 
  3- The contract was sent to the customers email that we have on file, this is the same email that the customer has included in the ******************** Complaint which means they had access to the contract and had a chance to read the details of said document. 

  4- To readdress what was said in response 1, for any suspected hacking of a security system/cyber attacks, local law enforcement is to head the investigation as neither us nor ADT has the jurisdiction to do so. If the customer feels like the local authorities are not taking her concerns seriously, she may contact her local branch of the *** who may be more equipped to handle the claims. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21652248
  
  I am rejecting this response because:

   

  Please, the response from the business seems so lacking  in respect for me as their customer, and lack of regard for the advertised security offered.

  
  

  When I called for certain issues  as a new customer, they were quick to instruct me of what to do to rectify the situation. I told  them I'm not  knowledgeable for correcting any of the issues why I asked for the technician  to come out. Each time I was charged a fee which they'd take out of my account. There  was no option it was standard I was told.

  
  

  I did follow the directions with the agent I was speaking to, eventually months later to unplug the system due to the neighbor hacker using the cameras to see when we all left, evident by the vandelism that occurred when we were gone. And the more recet was when gone for 2 hrs for my Sunday meeting  both door alarms were disconnected. That was not any part a doing of myself or my grandsons, they were at work and I was at my place of worship. There was no recorded camera footage. So what or how can Safe Streets say about this being  customer related or aaused.

  This is why after 2 scheduled appointment where  I waited and no tech showed that I spoke to a rep who told me how to unplug the system. I did not want to know my system was being used  to watch us all leave and I as owner of the system not have a visual on camera either outside or inside my home, both of someone disabling my door alarms. I do find a deficiency/ fault  in how this has been handled by the security business. Yet they want me.to be punished by implementing the only solution they offer through their phone agent instead of a house call from a certified tech.  When the tech came put for the smart light that I wanted to chsnge back to a standard light or a motion light, the tech didnt advise  it saying the smartnlight was more secure. And,  for the electrical issues before it blew my kitchen  outlets ...when the voice panel box was work**** when I locked the back she would say ' back door shock' then after she was no longer vocal,  the switch was arc-**** and as I said previously, my switch for my disposal is out and I'm baling  water from the now inoperable disposal. How am I in any responsible for that malfunction? Since no one changed it as I'd preferred, it has to been an issue started from the smart light connection.

  
  

  The assertion  of my having or not having my contract. I thought it was a given that a paper copy was understood that that was my preference. Since my computer and printer is also compromised. That's part of the ongoing court issue. So for the sake of privacy  I wanted and did not receive  a paper copy till April 2024, from going into the contract in November  2023. 

  
  

  The local Sheriff's Department 

  were not addressing the cyber trespass they were responding to the vandelism and theft...but again due to the neighbor compromising  and damaging every camera system I've used, as well as deleting my ** card footage from my game camera I'd set and stored in my computer as well as disabling the ** card reader from my modem, the ** card no longer can be inserted into the reader.

  So I have reported these cyber and privacy trespasses in a complaint to the FBI.

    

  
  

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

  

  Business Response

  Date: 05/17/2024

  It has been stated multiple times, if the customers system is being hacked, this is not something that anyone but law enforcement can help with. As far as the power issue goes, the customer would just need to flip the breaker switch if an electical short was indeed caused by the lightbulb. 

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21652248
  
  I am rejecting this response because: i am not an electrician, but does that seem like a reasonable  response that a reputable business should make to their customer? Of course if there is an outage  I would  check the breaker box. However shock report by their equipment, arc-ing  and finally cause the failure of a switch at the next connection? As a *********** I know  someone with certified skills are needed to be called. 

  My apologies, but this is consistent with the main type of assistance I have been receiving  from ADT all along. They are lacking in providing the real help their customers with genuine concerns need.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/23/2024

  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.

  I spoke to a salesman at my front door about the *** security this company offers. The contract that was verbally explained to me was not exactly the same contract that I eventually singed for on a tablet. As we walked around talking about home invasions and house fires he explained to me how the contract was not exactly month to month but as long as I was a member for a "little while" I can cancel without any money out of pocket. He told me the company is very understanding about cancelations and payment changes. I was told the installation would not put holes in my new siding and how the doorbell could be taped to the wall and not screwed. The installer did let me know there will definitely be holes. I still went ahead with the installation but I think it sets a good tone for how the verbal communication was with the salesman. The system worked for a while but the cameras were always spotty with power or temperature problems and the panel would occasionally lose power. Eventually I noticed the panel had completely shut off.I've had over 30 panel failures. So many failures the system stopped recording them. I decided I would call to cancel the service like the guy said I could. When I called they were talking about terms in the contract that I had never heard. The door to door process is so fast we did not go over some important parts of what I was agreeing to. They said there is a buy out over $1300 for the contract. They want to send out someone to fix it instead of releasing the contract but that apparently comes with a service fee.The sale and installation was cloudy from the start and I've been paying for a service that does not work. SafeStreet could definitely see one of their customers panels had issues, but they never reached out. I paid for a while with no service and I'm even willing to pay 2 more months. It seems unfair to pay a buy out to a company I no longer trust for a service that does not work and a contract that was signed under duress.

  

  Business Response

  Date: 04/26/2024

  The customer had not contacted us about any equipment issues until they were way beyond their 90-day service period with us at SafeStreets. However, we do want to look further into the customer claims about the contract and this has been escalated to our legal team who will be able to review the situation and we will update as we get information from our team.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21616960
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/19/2024

  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 threatening me with earlt termination fees. I bought an ADT system from them.

  

  Business Response

  Date: 04/25/2024

  The customer has not spoken to ************************** since February of 2023. Their account is purchased by ADT and we no longer have any authority here as the account is legally ADTs. The complaint would need to be reviewed by ADT. 

• Initial Complaint

  Date:03/19/2024

  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.

  I ordered ADT security services on 3/14/2024. I previously spoke with a representative who quoted me $99 for installation with a 3 year contract. Upon installation, the installer charged my account over $600 for unknown reasons, which I disputed with the company customer service. The installer came out on 3/15/2024 to remove all extra services but charged me another unknown service fee for removal. When I texted the I staller he said the charges should not have happened and that he would open a complaint with his manager. I am now on hold waiting for the opportunity to cancel service due to their lack of disclosing the real upfront costs of the security alarm and I cannot get a hold of anyone to ensure their 3 day cancellation policy is adhered to. I’ve been on hold an in queue for a return call for more than an hour. I also did not receive any paperwork to retain for my records regarding the transaction details! I would like a full refund due to the dishonesty of their representatives. My account has been drafted for almost $800-$900 as of today, and that was not the agreement that the first representative talked to me about. The final amount is not known because they continue to add additional charges to my account without explanation or documentation of the transactions!

  

  Business Response

  Date: 03/22/2024

  After reviewing the customer’s account, it looks like they
  cancelled within their 3-day right of rescission. The system was removed on March
  21, 2024, and a refund was processed yesterday March 2, 2024, which the
  customer should have received already if not have them call their bank for
  confirmation. The customer would then need to contact ADT to inform them of the
  cancellation, to stop all monthly monitoring payments and to provide a refund
  of the month that was charged. If they need any further assistance regarding
  this cancellation, please have them contact our customer care department M-S 7am-6pm
  MST at ###-###-####.

  Customer Answer

  Date: 03/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business alleges a refund was initiated before services were installed in the home.  Additionally, Safestreets nor ADT has provided access to account information on ADT.com.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/25/2024

  We do apologize for the confusion that was a typo which
  should have said March 21, 2024. If you would like to have access to ADT.com the
  username would be or should be the customer’s email address. If they are
  unaware of their password, just click forgot password. Not sure if the customer
  will still have access since their account was cancelled. 

  Customer Answer

  Date: 03/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The ADT is not accessible, neither has it ever been with the established information available.  Additionally, to the best of my understanding, Safestreets has not confirmed to ADT my cancellation!  ADT continues to send “customer” related emails and other requests for contact.

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

  

  Business Response

  Date: 03/27/2024

  It is the customers responsibility to cancel their account with ADT. It has been closed on our end which means that when ADT cancels the account we will not pursue collections. But in order to turn off the service the customer must let ADT know. 

  Customer Answer

  Date: 03/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s no longer possible to log into anything ADT related.  Additionally, I have never had an account number provided for the service address.  I have attempted contact with ADT several times since cancelling service but they are asking for information I do not have related to this account! 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/01/2024

  Please advise the
  customer that they need to contact ADT to cancel their account. We are not sure
  what information the customer is asking for as it is not specific. From our
  understanding all they need is the account name, telephone number associated
  with the account and possible verbal code. If they are unaware of this please
  inform the customer to call SafeStreets to assist all other cancellation issues
  would need to be directed to ADT. 

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ADT has only requested an account number and has continued to bill me even with cancellation notice almost going on a month!
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/04/2024

  From the limited access we have from ADT, it looks like the customers account was cancelled by ADT on 3/27. They have a rolling cancellation and it wont fully go into effect until 4/26. ADT should refund the monitoring charges. 

  Customer Answer

  Date: 04/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:information is not available to complete the full cancellation process.  ADT will not talk with me!
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/08/2024

  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.

  I signed a contract for services including video surveillance and security monitoring on April 5, 2023 since then I have been paying 65 dollars a month for said services. However, after a break in, I called to check the video surveillance and I was told the cameras were never actually set up so essentially I have been paying for absolutely nothing. ADT is unwilling to credit me for the services they did not provide as represented on their side of the contract and in addition is charging me $1,499.75 to cancel future services or offer any credit for misrepresentation of services. They did not fulfill their obligations of the contract period.

  

  Business Response

  Date: 03/08/2024

  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: 03/12/2024

  This customer was installed in May 2023, and was scheduled for a return trip to install an outdoor camera that was owed to them. The customer was not there or available for this appointment and stated that they will call once they have internet and will call us to schedule an appointment. Since then,the customer did not call back nor called within SafeStreets warranty period with any issues they were having. The customer called recently on March 7, ********* to request the balance of contract and no other mention of issues with their camera not capturing a break in. Later that same day an ADT agent called stating that the customer wanted to cancel due to not receiving an outdoor camera that is owed. We did attempt to assist in providing the customer with a service appointment, but the customer refused and was also given information on the early termination fee stated in the contract the customer signed. If the customer wishes to move forward with the cancellation they will be bound by the contracts terms. 

• Initial Complaint

  Date:03/07/2024

  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.

  On Monday, February 26, 2024, at approximately 5pm. A female named Avndronique and a male named ***** arrived at my home. She asked for my cable bill because she needed to know what I was currently paying, which I provided her. Avndronique stated she and ***** were from *** Cable, they were part of a special unit from *** main headquarters, ensuring loyal customers were being taken care of. She presented an exclusive offer that would save me money, by lowering my monthly payment and providing my home with a security system. She was insentient on giving me solar panels. I didn't accept them because of a recent roof repair. She was pushy but finally settled for my answer. She promised my bill would be $139.00 a month total for the same *** cable package, internet, phone, and newly installed security system. The paperwork she left shows new *** price $70 & ADT price $69.99. *********** had me initial as she read to me what I was initialing. Which in reality was not what was stated on the paper. I did not know until after the fact. She presented herself as trustworthy. I'm 81 years old and I believed what she was telling me. Two hours later a technician came to install the security equipment. I received a phone call a week later, Monday, March 4th stating my monthly payment will be $256. I explained my payment should be $139, the person hung up on me. After that I decided I wanted to cancel. I called the phone numbers on the paperwork, two were no longer in service. I called the ***** number, no one answered, multiple times. I reviewed the paper and seen SafeStreets LLC USA. I called ADT spoke with ****, he informed me they were a contractor for ADT not *** they were to sell their security systems. I told him I wanted to cancel he said I would have to pay $2,000.00 This was never explained to me. He told me ADT has nothing to do with them and I would have to cancel with SafeStreets. I cannot get ahold of someone to speak with. I want out of this contract.

  

  Business Response

  Date: 03/08/2024

  Unfortunately this complaint would need to be sent to ************************** as they are the ones who gave the customer that offer.  ************************** only deals with the *** security installation.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21401913
  
  I am rejecting this response because:
   
  Safe Streets information is on the paperwork. Who is **************** I do not have their contact information. These people posed as *** cable employees. They are selling your equipment and are not being truthful and are scamming people into signing up by telling them their cable monthly payment will be lowered I want to be released from this contract, a contract I didnt know I was in. I am on a fixed income. I would have never agreed to this. I cannot get through to anyone. ADT and Safe Streets are doing business with ALPHA someone should be able to help me. This is very upsetting and stressful. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/12/2024

  SafeStreets responsibility is the *** security system that was installed. We have also informed Alpha of your complaint. Please contact Alpa at ************* with any questions or concerns regarding your internet discounts. 

• Initial Complaint

  Date:03/05/2024

  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.

  An agent from Safestreets came to my home spoke to my husband said we would get a discount on our cable bill if we purchased ADT. Come to find out after having to pay for ADT equipment and receiving an ADT bill that there is no promotion with our cable company. ADT won't cancel subscription but wants to keep billing until safe streets cancels contact. Tried calling *********** from Safestreets no answer. Called Safestreets have to wait 48 hours. ADT is to protect you from theft and here they have a company who is doing just that to customers. Giving us false information making us pay extra money we don't have.

  

  Business Response

  Date: 03/08/2024

  SafeStreets does not have any sales rep offering discounts with internet that would be our sub-dealer **************************.SafeStreets only handles the *** security portion of the offer, and we see that there is a compliance case open to review the account. Once this has been completed the customer will be updated. Please advise the customer to send this complaint to ************************** regarding their offer. 

• Initial Complaint

  Date:02/26/2024

  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.

  Our previous house manager set up an alarm account through **************************. Not sure why. They supposedly work with ADT but don't communicate with each other AT ALL! I was on the phone two weeks ago with SafeStreets and ADT for over 10 hours and still, can't get assistance. Today I call to SafeStreets to cancel and they said I am 3-days over the cancellation period and I'll be charge $800+. I tried cancelling two weeks ago and they told me I couldn't. They kept saying, call ADT, ADT kept saying call SAfe Street. Both of these companies are holding us hostage! They've kidnapped our security. Waiting for attorney to call as I type!

  

  Business Response

  Date: 03/01/2024

  After reviewing the customers account, the customer has cancelled without having to pay any early termination fee as it was a pre-paid account. If the customer has any further concerns or questions,please have them call our customer care department at **************.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21346519
  
  I am rejecting this response because:  they are scamming people.  Our alarm was not functional as Safestreets and ADT held it hostage.  Rudest people ever!  They really should be pushed to go out of business.  No more response needed from them. Its worthless.  Ill use my avenues to alert as many people as I can about them!

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