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
- 419 total complaints in the last 3 years.
- 89 complaints closed in the last 12 months.
If you've experienced an issue
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:02/20/2024
Type: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.
4 weeks ago I had ADT installed at my house. Have had to call muliple times a week due to the cameras not working. The doorbell works more than the backyard. I've called because the the doorbell was working, the alarms falling off the walls and other issues. Their response was to have the camera removed. The whole reason I had the security alarm is to have cameras. Please helpme to have them replace the nonfuctioning equipment. I paid $99 down and $60 a month for 3 years.
Business Response
Date: 02/19/2024
The customer entered into a contract with the following company who handled the sale and installation of the system.
SAFE STREETS USA LLC
**********************************************************************
************
Please forward this on to the correct company.Business Response
Date: 02/21/2024
The customer received service for the equipment issues. According to the technician all is working now. If the customer has any further issues with their equipment they can call our customer service line to get technical support.Initial Complaint
Date:02/18/2024
Type: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.
2 people claiming to work for spectrum & were able to lower my **************** bill & get updated equipment for ****************, promotion also includes home security. When in reality it was all a lie & fraudulent. Next *** i called spectrum to confirm the ************** had clue of anything. I called ADT to cancel & was assured the account was canceled & that someone from safestreets would contact me to pick up equipment & process a refund. I never heard anything from *********** charged my account $247.49. I DEMAND A REFUND!!!!!!THEY ARE NOTHING BUT *******!!!Business Response
Date: 02/19/2024
************************** is the company that promised to lower the customer's spectrum bill and the complaint will need to be forwarded to them in order to get this resolved as SafeStreets has no affiliation with Spectrum and we only handle security installations.Initial Complaint
Date:02/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Been a customer one year in June . I referred a friend who had the system installed. I am owed $****** for the referral. Safe streets and Adt have been jerking me around for one week. To get my 150 I had to submit my bank info on line to them. I told them I was not comfortable with sharing my info on line. Since last Thursday I have been asking them if the request went thru, I cannot get an answer. Tuesday I spent over an hour on line. I am a paying customer they charge ***** plus tax a month for monitoring. No one seems to give me an answer. I check my bank ****** not there. They told me I could unlink my bank info but I cannot get anyone on the phone to tell me how, unfortunately I have a contract for monitoring otherwise I would leave immediately. The worst customer I have ever received, today spent another hour on phone waiting for a supervisor who never came on the line. Pls helpBusiness Response
Date: 02/15/2024
We have a case that has been submitted to assist in the customers issue with receiving her referral credit. Please advise the customer it may take 5-7 business days to resolve and have the customer call for a follow-up.Customer Answer
Date: 02/15/2024
Complaint: 21288554
I am rejecting this response because:The answer is not the issue I have a problem with. When I go on their app to obtain my ****** it does not work. Have tried many times. When I call which I have done several times I have not been able to speak with anyone for help. Twice after holding on long time they promised to have someone call me. That never happened. They refer you to a phone that never answers, the msg says send an email which I did. The rep tried to help me via email. After many emails and attempts back and forth still dont work. After much wasted time I asked the email rep if I could get my 150 another way. He says request a paper check. When I ask SS they said no. As of today still no 150 I think they are hoping I will go away. They cannot seem to see my side. I have spent hours on line and phone calls to no avail. I see on the BBB web site other complaints. I wish I knew this before I signed a contract with them. I pay over ***** a month one of the highest rates for monitoring and brought them more business and I cannot get an answer by phone to my questions. Neve again. When my contract is up bye SS.
Sincerely,
*********************************Business Response
Date: 02/19/2024
We have sent a message to the person in charge of the referrals and are awaiting a response from him on how we can get this resolved for the customer.Customer Answer
Date: 02/20/2024
Complaint: 21288554
I am rejecting this response because:Clearly they are not reading my response. I did all they told me to and the app does not work for me. They referred to GTR who processes the rewards. After going back and forth with them about ten times via email it stillDOES NOT WORK? I request a check instead. I stopped the emails with GTR rep who was more helpful than SS. I wasted too much of my time on this issue. Also reminder SS two reps promised my calls back that NEVER HAPPENED.
Sincerely,
*********************************Business Response
Date: 02/26/2024
We are currently trying everything we can to help out this customer access their funds. The issue seems to be on the side of ****************, but we are working on doing what we can on our end and will update the customer when we have found a resolution.Customer Answer
Date: 03/05/2024
Complaint: 21288554
I am rejecting this response because:It did not seem a response from me was required, the last I had a comment fwd safe streets was working with GTR (their outsource) who was trying to resolve the issue. Said something like five to seven days. As I see it the ball is in their courtI have spent much time on this. If they cannot honor what they promised I will just write them off, clearly they are unethical. Reminder I was promised return calls from them that NEVER happened.Please tell them give me a check or buzz off. As I said when my monitoring term is over I will no longer do business with them or refer anyone else.
Sincerely,
*********************************Business Response
Date: 03/08/2024
We do apologize for the inconvenience, SafeStreets is trying to work with GTR to assist the customer although it is an issue on their end. We are attempting to get the approval to possibly send out a check to the customer.Once this has been approved we will reach out to the customer for updates.Customer Answer
Date: 03/11/2024
Complaint: 21288554
I am rejecting this response because:Not sure where on the message I reply, as I stated many times to SS I have spent hours trying to get the app to work with GTR? They mentioned trying to get approval for me to receive a check. That is what I want nothing more. Again. Including the promises of return phone calls that never happened. This has been going on for over a month possibly two. I want this over and done with.
Sincerely,
*********************************Business Response
Date: 03/14/2024
We are overnighting a check to the customer for their owed referral compensation. The customer should call if they do not receive the check in the next few business days.Customer Answer
Date: 03/15/2024
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.
Sincerely,
*********************************Business Response
Date: 03/27/2024
Our costing department who handles the distribution of checks has been made aware that the check has not arrived and will see if we need to void the previous one and send another. We apologize for the delay here and it may take another week or so to arrive.Customer Answer
Date: 03/28/2024
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,
*********************************Customer Answer
Date: 04/11/2024
Complaint: 21288554
I am rejecting this response because:Yes please reopen my claim. Safe streets owes me $150.00. They claim the check was sent twice. As of todays mail no check
Sincerely,
*********************************Business Response
Date: 04/15/2024
We apologize for all the delays, per our costing team, the $150 was approved 2 weeks ago but the check was just sent out today, 4/15. The customer should expect to see that check any day now. If not received in another week, another request will be sent to accounting to check whether that initial check has been cashed and if not, it will be voided and a new one sent.Initial Complaint
Date:02/03/2024
Type: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.
December 19. I call ADT they told me everything I would get from them free. I agreed to pay 150 for installation and first mouth payment. I only thought I would be deal with ADT. Never was explained that it was a third contractor called me from Safe Steets. He come too install my equipment . I already had did a credit check with adt. We my installer get here they want a credit check to. To see if I can apply for credit. My credit was approved. I only had this system in for a week and the rob my account for 8 hundred dollars saying that the bank hasn’t approved it yet. Safe street went in my account with out no authorization to enter in my account. I can’t trust this company. They breach there contract when they wasn’t supposed to go in my account if I got credit. If I got a credit card why would they be in my account . I don’t trust the company nothing but a scam. Not holding up to there agreement. They breach contact and want to hold you accountable for mistakeBusiness Response
Date: 02/05/2024
The charge was not supposed to have gone through and was a system error. A case has been made to our costing team to issue a refund to the customers credit card.Initial Complaint
Date:02/01/2024
Type: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.
*** told me from the beginning that if I move they will come and install. We move and no one can come install it. So they tell me to do self install all the while Im paying for two accounts. I want all the subscriptions canceled with no chargesBusiness Response
Date: 01/31/2024
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: 02/02/2024
We are not sure when the customer moved or if they are still in the process of moving but SafeStreets can assist the customer in relocating the system. Please advise the customer to call our customer care department at **************.Customer Answer
Date: 02/02/2024
Complaint: 21223345
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 02/05/2024
ADT when we moved continued to charge me for services at a house that we no longer own. They required me to get service at our new home through ADT plus and use the *** the app that is required will not accept my email due to the fact that theyre still charging me for the house I dont live in. Also after speaking to ADT for over 10 hours over 4 days they admitted they cant make the new house work. So Im paying for services that Im not getting and cant receive. I want the account canceled and I shouldnt pay for the services they cant provide. I shouldnt have to pay penalties for services that arent at my home.Business Response
Date: 02/07/2024
We advise the customer to call ADTs ********************* at ************** option 6 to place the cancellation on the old address which will stop them from getting billed for 2 accounts. The customer will then need to install and activate the *** system to prevent the customer from being charged the early termination fee for the old address.Customer Answer
Date: 02/07/2024
Complaint: 21223345
I am rejecting this response because: Ive already tried that option multiple times and no one can do that. I want the cancellation done. I do not want the service any longer they have shown me over and over but they do not value me as a customer, nor will they be helpful in any situation. I want the service canceled. I have already returned the equipment for the new service beings that it was unable to be connected due to app restrictions through ADT. I have spoken to over 15 customer representatives spent 10 hours of my time on the phone with them and have still not got it resolved, please cancel my service and we call it even I am doneBusiness Response
Date: 02/09/2024
Unfortunately, the customer would need to pay the early termination fee if they are unable to get assistance from ADT to cancel the account, assist them with installing and activating the system at the new location. Please advise the customer they can also sent in a complaint to ADT directly regarding this issue to get this rectified.Customer Answer
Date: 02/09/2024
Complaint: 21223345
I am rejecting this response because:
We will not pay for early termination because ADT did not provide the services that we paid for. And were more than willing to go to court with all the documentation that we have I feel certain that we will receive a good outcome. *** documented every conversation, recorded conversations and chats. I also have all text from the salesman from ADT apologizing that ADT cant get our system working.
Sincerely,
***********************Business Response
Date: 02/15/2024
If the customer decides to go that route that is completely up to them, they will need to open a complaint to ADT directly regarding this issue as all we can do here at SafeStreets is advise the customer of the steps to take to find a resolution.Initial Complaint
Date:01/30/2024
Type: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 01/22/2024, two sales agents from Safe Streets USA came to my house saying that if I use their home security service, they would resolve my low Internet speed and lower my Spectrum Internet bill as the time. The two sales agents and the technician said I have 5 days to cancel my account without termination fee. On 01/25/2024, I tried calling the phone number that was provided by the sales agents ***************) to cancel as I noticed that my Internet speed has not changed at all. I tried calling several times but no one picked up so I left a voice message. I tried calling ADT customer service number and they said they had no authorization to cancel my account and gave me this phone number, ************. I called the number and they said someone would contact me within *****hr to cancel my account. On 01/26/2024, I tried calling the number ************ again since no one contacted me. They again responded with someone would contact me within *****hr. On 01/30/2024, which is today, the phone number ************** finally contacted me and the representative said that this line is only for discounts and promotional deal. She said I would have to call ************ to cancel my account. So I called the number she gave me and the representative said I would have to pay $820 something to cancel because it's past their 3-day free cancellation period. I told him that I did not know anything about the 3 days and told him that THE TWO SALES AGENTS AND THE TECHNICIAN TOLD ME I HAD 5 DAYS TO CANCEL. He then told me that there was nothing he could do and told me to call the number **************. I told him that I was speaking with that number earlier and they told me to call the number which I was speaking with him at the moment. I want to cancel my account immediately and I am not paying any fee since I've been trying to contact them within 5 days but they either not picking up or telling to call the other number.Business Response
Date: 02/02/2024
After reviewing the customers account, we see that the representative reached out to the customer to assure them that they were getting what was offered and the customer agreed to keep the *** services and their discounts have been applied. If there is an issue with the offer, please have the customer contact *************** ****************. Please see attachment.Initial Complaint
Date:01/24/2024
Type: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.
August 2,2023 has become one of the worst days of my life. There was a gentleman whom came to my home to tell me how much crime and break ins that have been in my neighborhood. I did tell the individual that I wasnt interested in the system and the individual kept persisting and pushing me into the system. He then stated that he was in hurry to get other customers before it became dark. I explained that I wanted to look into and read more over the paperwork, I never signed and or authorized my permission to get this system. Moving on a week or 2 later I receive a contract via email. Some type of auto signed signature as well as initials are on this document that arent mine. On top of this I go to first get into contact with the company due to the main operation box not working will not turn on at all. I call it in. They then exclaim that it will be a week or two before they can come out. I did say that it was unacceptable. Weeks pass still not working, a tech calls stating he will be out on Dec 13 to fix the issue. I wasnt even in town. I then called to tell them that I wanted to cancel the equipment due to it not working and or ever working for several weeks. They then proceeded to threaten me that they were going to charge me over $2,000 some odd dollars for the remainder of a contract that I never signed. I did also had the equipment taken down and have mailed it back to the corporate office in ******, ****. I am 83 years old with a heart condition. Have been very stressed out on a daily basis. I now get calls and emails daily-weekly demanding money and or payment for something I didnt sign up for and or wanted that never worked right at all. This has to stop with the fear, mongering and threatening, elderly. I did start here with filing this particular complaint along with seeking legal advice as well. Safe street you have your equipment. Please put this to rest.Business Response
Date: 01/25/2024
If the customer had issues within ********************************* warranty period, SafeStreets would have sent out a technician at no cost to the customer to resolve said issues, but we at SafeStreets do not see or have any notes indicating the customer called in with issues.Their warranty ended November 1st, and the technician that was scheduled to go on December 13th would have been directly from ADT.The only call we had was from the customers daughter claiming that the customer had dementia, but when asked to provide documents for our legal/compliance to review the customers daughter declined and disconnected the call. What we can do for the customer is submit a compliance case to investigate the signature on the contract that the customer claims they did not sign. Otherwise,the customer would be held responsible for the early termination fee as stated in the contract if they further like to cancel service or they can also call ADT to get the issues resolved.Initial Complaint
Date:01/23/2024
Type: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 outdoor camera has not worked in almost a week. We called AdT initially to get assistance with getting it back on line. We were told it was the cold weather and when the temperature was warmer it would begin charging the battery again - although this is a hard wired camera. Once the temperature increased the camera was still not working . When we called again the *** we were told that SafeStreets would need to send a service technician to service the camera. SafeStreets says its out of warranty and *** must service the camera and therefore cancelled our service call. We have gone back and forth with SafeStreets and *** and everyone is refusing to assist us. SafeStreets installed and owns the contract according to ***. We have had these cameras since August of 2023 and are more than frustrated - after approx 10+ calls we still have no resolve. We cant even cancel according to *** because SafeStreets is the owner. I need this camera fixed or come out to remove them and let us out of our contract . We are paying for something we CANNOT USE and cannot get FIXED !Business Response
Date: 01/25/2024
We do see that the customer was helped and is scheduled for January 29, **** between 8am-12pm to have issues resolvedInitial Complaint
Date:01/19/2024
Type: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 September 25, 2023; I found my 52 year old son under his ADT panel on the floor of his ******** condo dead. Further investigation revealed that his zone 6 window was tampered with at 11:29am on 9/24/23 causing that alarm to activate and his panel showed a photo of him taking off the alarm at that time wet out of the shower. His bathroom floor contained his shower curtain and rod on the floor? On 9/26/23, at my home in OC, Wi; my event calendar on my panel stop working at 11:21 pm, while I was not home so that when I returned I could not see if someone had entered my home? I immediately reported this and a tech came out, he troubled shoot the panel and could not get it back working, he called his supervisor and told me that he had to order a panel and would return in a week. On 9/28/23, my alarm went off at 4:ish am and cops were at my door. I called ADT to request an investigation in the death of my son and the issues at my home thereafter. They claimed that they would look into the alarm issue and my home issue? The tech came back to my home the following week with a panel and had "dot com" and his manager on a conference call for two hours. The brain of the panel was downloaded to them as they requested and the panel was changed out. A week later I called to request how the investigation was going and no one seem to know what I was talking about? I repeatedly called ADT and was given info that there was no investigation being done as to the alarms at both my son and my home! We sold our condos and moved out of the Midwest. I still communicated with them regarding this matter and was put off over and over again? I called headquarters on 12/14/23 and spoke with ***** about my issue and requested to be release from the contract she agreed. I spoke with Supv. Rod after ********** harassed me about the balance. He told me that I had been release from the contract and a case file was #********, or ********. Now I am being harassed by Safestreet.Business Response
Date: 01/18/2024
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: 01/19/2024
We are having our Relocations manager looking into this who will get in contact with ADT for more information regarding the customers complaints. Please give us ***** business hours to get a response from ADT.Customer Answer
Date: 01/22/2024
Complaint: 21159604
I am rejecting this response because:
Sincerely,
D *****************************Business Response
Date: 01/25/2024
The customer does have an account with **************************, the reason for not getting a hold of the Cm with the time provided is that we have not received an update or a response from ADT.SafeStreets hold the contract for one year and all customers who are wanting to cancel within that year would need to contact SafeStreets to either pay balance of contract for early termination as mentioned in the contract or be released under our guarantee if the customer qualifies. Here is the last email that we have received from ADT upon our request to assist the customer:
Good day,
We have received your request to pull this call and has submitted it to management. Please also be advised there are no ETA's on these as they at times can take long periods to find the calls the more information received the faster the results. We will reply back once the call research has been completed. You can also check portal for updates.The Relocation manager will request an update to get more information from ADT.
Customer Answer
Date: 01/31/2024
Complaint: 21159604
I am rejecting this response because:I reject Safe Streets response to my complaint because: this pattern of stalling and games played from these two companies with me is the reason I filed this complaint with the BBB! First of all, I began my services in November of 2022, I was paying monthly till about July of 2023, I sent six months of payment to ADT which clearly took me out of Safe Street contract...the first year, my account then was transferred to ADT after my November payment that was sitting in my account to be applied. That is why each Safe Street representative stated that I was with ADT, this was back and forth in three phone calls to ADT. I then spoke with ***** at headquarters of ADT who said that the contract would be closed and no further payment was needed. Thereafter, I spoke with Supervisor *** on or about 1/3/24, he assured me that the notes were added in a file created by ADT case # ********, and
that the balance is zero, also that representatives weren't reading his notes, he clearly apologized for my loss over and over as he listened to me. He also stated the account would be closed on 1/13/2024, thirty days after closing out my account...I sold my condo on 12/12/2023. Recently on 1/16/24, another representative told me that she found the case file that I spoke of accept it was off by one number, stating that the case number is now ********, I don't trust that this had changed so I kept both case file numbers? Why these two companies are not giving correct information out at this point and are still stalling is unknown. What I can say is that this is a travesty to lose your son and not no why and have a company that we entrust with our safety is unacceptable and unprofessional to say the least, I can't EVER trust them again. I will continue to voice my truth about this
complaint, and how I am being treated. It is not OK to go through what my family and I endured!
********************************Business Response
Date: 01/31/2024
The customer would need to send this complaint to ADT corporate for the reason being that the customer was informed by their representatives of their account being cancelled and the customer would not have a balance. **************************************** will release the contract to ADT after a year and since that year has expired, ADT would need to assist the customer in getting their account resolved and provide them with the information that was sent in with this complaint. ADT will be responsible for the cancellation and the information that was exchanged with the customer.Customer Answer
Date: 01/31/2024
Complaint: 21159604
I am rejecting this response because: as noted this complaint was against ADT; when I initiated the complaint. I knew that Safe Street did not have this contract, but this is how they do business. By shifting the contract back and forth. It was ADT who approved ending the contract and not Safe Street, my payment was through Dec 2023. My contract should have been canceled on 1/13/24. I am requesting that ADT keep their word as they indicated to me in Dec and January 2024. I don't want to be continually harassed by either of the two companies. I want them to honor my request as they told me on 1/3/2024, closing the account with a zero balance. Thank you
Sincerely,
D *****************************Business Response
Date: 02/02/2024
We would advise the customer to contact ADT account management to confirm the cancellation process and to provide them with their ADT case number so that their cancellation can be rectified. The only thing at this point that SafeStreets can do is to create a case complaint regarding the cancellation request being submitted in December by the customer.Customer Answer
Date: 02/06/2024
Complaint: 21159604
I am rejecting this response because:
I phoned ADT at 9:30am on 2/5/24; as noted in Safe Streets response to inquire about confirming the cancelation process, I provided the case number and was told that ***** would reach out to me. No return call was received, I called ADT on 2/6/24, requesting Supervisor Rod, I was told that notes had been added to the account and that Safe ********************** has the contract and I injected that on 1/3124, Safe Streets responded to my complaints here stating that ..."Safe Streets will release the contract to ADT after a year and since that year has expired ADT would need to assist the customer in getting their account resolve" also that ADT will be responsible for the cancelation and the information that was exchanged with the customer. Again, this is back and forth failure to respond to this complaint. This has been going on for two months whereas no one is committing to addressing this complaint appropriately. I reject this response once again for failure to be professional in resolving this issue, just as they did in the alleged investigation into the alarm going off and my son found dead, on 9/25/23, my event history stopped working on 9/26/23, alarm going off at 4isham and police at my door. Messy and poor service repeatedly from ADT? This is unacceptable!!!
Sincerely,
D *****************************Business Response
Date: 02/10/2024
We have created an ADT complaint case to have the customers account looked at and reviewed. We do advise the customer to also create a ******************** complaint directly with ADT to rectify their issue if they have not done so.Customer Answer
Date: 02/12/2024
Complaint: ********
I am rejecting this response because: my issue has been resolved with ADT. I emailed ***** regarding the conversation i had with *****, a ADT Senior Manager on 2/6/24...please see below.Good evening TMatlock,
I am happy to report to you that on 2/6/2024; I called ADT ******************* and ask for an account manager to rectify the ***** of my account as they promised. I spoke to representative ****. He told me thT manager will call me bavk in one to two hours, regarding my BBB complaint. Thereafter, i received a call from *****, from the senior management
Team, I had the opportunity to tell her everything that transpired ...she apologized for what I was put through and the loss of my son, I gave her my case file numbers (******** and ********) she verified that the account has a zero balance and that she would be sending a text to Safe Streets requesting that the phone calls stop and that the account is zero balance. She assured me that this complaint has been resolved and nothing is owed on this account. Thanks to the BBB for your assistance in helping me with my complaint that was unfounded.
D. ***************************;
Complaint # ********
Sent from Yahoo Mail on Android
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Sincerely,
D *****************************Initial Complaint
Date:01/17/2024
Type: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.
They installed ****** nest doorbell camera on my address. But the technician took away the panel opener, and the charger. I called to ask them to return the equipment but they refused. I have to call an ADT service, and I have to repurchase the tool for this doorbell camera. I asked ********** *** return the tools they took, and refund me the $60 charged by ADT for this service. Otherwise, I have to buy a new camera that costs $300 and more.Business Response
Date: 01/19/2024
When did the customer notice that this item was not in the box the doorbell came in? There were no calls from the customer within ********************************* warranty period with any issues or with not having the tool for the doorbell camera. If the camera needs to be charged, they can also use a flat head screwdriver and a USB-C cable to charge the camera. If not, they will need to call ADT to render assistance as we no longer have access to the customers account to service.Customer Answer
Date: 01/22/2024
Complaint: 21157010
I am rejecting this response because: The technican never left the tools. He accidently took them away.
Sincerely,
*****************Business Response
Date: 01/25/2024
Unfortunately, the customer would need a flat head screwdriver and USB-C to charge the doorbell camera, as we are unable to retrieve the items from the technician due to it being roughly 6 months to which one can only assume that the technician no longer has the item if in fact, he took them. All other services as mentioned would need to be rendered by ADT.Customer Answer
Date: 01/26/2024
Complaint: 21157010
I am rejecting this response because: The Technician leave everything else, but took away the charger and opener. I did not have to call them because these were not needed until the sensor was failed and I need to open it. Due to the fact above, I had to pay ADT $57 for an onsite visit, and therefore I asked Safestreet to refund me this charge. They sold my service to ADT, but ADt told me safestreet is still responsible for the first year. I am not responsible for any disagreement between these two companies.
Sincerely,
*****************Business Response
Date: 01/29/2024
Unfortunately, SafeStreets is only responsible to service the customer within the ****** warranty period, any issues after that ADT would render service t0 the customer if they need it. We only hold the contract for a year as it has been with the our relationship with ADT corporate. ADT will charge a service fee to customers for services that were completed as we do not have any involvement with the charges they apply.
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