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:01/16/2024

  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.

  First billing April 22 2023. System was for front and patio door and back door smoke detector front door camera and garage cameramain base panel monthly service. Front door camera has not worked properly since day one. Have tried resolve with ADT no results. They want to change a ***** service charge for someone come out to resolve issues has been defective since installed!! Cold weather cameras don't work...we live in Midwest of course cold! Was not informed of this when agreed to service. Just want done with their defective and nonworking equipment. No good when doesn't work but they sure charge same every month ***** a month

  Customer Answer

  Date: 01/15/2024

  We are also both on disability and elderly. I believe we were misled by the young rep that sold ** on adt.  We were not fully informed of product and service charges when their equipment never worked properly to begin with and has just gotten worse and less reliable with cold weather

   

   

  

  Business Response

  Date: 01/16/2024

  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: 01/19/2024

  After reviewing the customer account, we do see that they called in within warranty regarding panel and sensor issues and they stated that cameras are still working, in which a service was schedule for June 14, 2023. The technician was able to resolve all issues that day with no mention of cameras not functioning properly. If the customer needs assistance with issues they are having, they would need to get in contact with ADT directly to have them render all services, as we no longer have access to service the customers account.  Please see attached.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21146937
  
  I am rejecting this response because:  we have called the *** number MULTIPLE times!!  They will send someone out for a charge!!not paying ***** for equipment that hasn't worked properly since we got it. Also main board quits occasionally and we have to do what they did when they came out shortly after installed..pull frig out, unplug main power for box, wait a few minutes, plug back in , put frig back, put main board back together too reset everything.  And guys had problems getting door camera to work also but said couldn't do anore unless we moved our Internet box. And I received message again just this morning about too cold for camera to work properly 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/24/2024

  The customer has not contacted ************************** since June 2023. They did not let us know that there were any problems and the technician that we sent out was told the issues had been resolved over the phone. The customer will need to contact ADT to get tech support on the equipment since SafeStreets was not made aware of any continuing issues while they were still in their service period with us. 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21146937
  
  I am rejecting this response because:

  There is no point calling anyone as their only response is to do we they told us over phone and unplug .  We shouldn't have to constantly be pulling frig out to unplug, taking thing apart on wall.  We should be able see camera on door which never has worked correctly but when we have called previously all they say is would have to pay ***** for tech come out. REFUSE to pay for service call on equipment that doesn't /hasn't worked/been  reliable since installed.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/29/2024

  The customer, as mentioned before, only called in to state they were having panel issues in June in which they were within their 90-day warranty period and with no mention of having camera issues in fact they stated that the cameras were functioning. This was the only time the customer called and there was no further contact from the customer. The customer would need to call ADT to render future service for the customer as it is past the warranty period with SafeStreets, and we no longer would have access to their account for service. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21146937
  
  I am rejecting this response because:

   

  We have called multiple times!!  We just get run around.  Told to call ADT.  ADT says call them...back and forth. Last attempt to ADT was told would cost 65 dollar service fee!!  Not paying service fee for them to figure out their inept equipment!!!  Allready pay them 69 dollars a month for "service"!!!

  ANYONE thinking of ADT DON'T DO IT!!!  Don't get caught up in their scam with quick talking kids going around selling you making you what sounds like great deal..just to be stuck with crappy equipment and run around!!!  SHAME on you ADT for taking advantage of elderly on fixed income!!!??????
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/02/2024

  SafeStreets last call from the customer was on June 13th for a service appointment and service was rendered with issues rectified and no other calls were received from the customer with the warranty period. Please advise the customer they would need to pay the service to ADT to rectify all issues as they are only being charged for the monitoring services.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21146937
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/16/2024

  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.

  The unit that was installed at my mom's residence has never worked correctly. Since it was installed and now, I have to pay for a ADT technician to come out and repair the unit every two months or so. The unit stopped working within two weeks of being installed and this has happened at least 3 more time since then. The unit is not a year old, and I'm being charged for repairs on a unit that is not even a year old. I have made at least 20 calls to Safe Streets and ADT to get resolution and they just keep sending me to the other party. I would like to have the entire system removed and be refunded the equipment cost of the system, that has never worked correctly from day one. I keep getting told it is past the time and they can't do anything about this. This is wrong in all aspects because the unit had problems from the beginning. I'm tired of the run around and I just want the money back for the faulty unit they sold us and have something installed that works correctly.

  

  Business Response

  Date: 01/19/2024

  We do see that the customer called within the warranty stating that they were having issues with the panel. A technician was then scheduled on May 28,2023, to resolve the issue in which it was. There were no calls from the customer afterwards.In the meantime, the warranty period had ended when the customer called again in October with the radio not responding and was transferred to ADT for assistance.Since the warranty has ended with the customer and ************************** had rectified the issue in that time, all future services would need to be rendered by ADT directly as we no longer have access to the customers account to service

• Initial Complaint

  Date:01/07/2024

  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 December 23, 2023, an ADT/SafeStreets rep came to my home and I set up service and was told that I also had 3 days to cancel if I was not pleased with the alarm system. Due to the poor quality of the camera, the camera not
  being hard wired after the technician stated it was several times, I decided to call and cancel the service on December 26, 2023 which fell in the 3 day period due to the holiday and the is also on the contact. I spoke to a representative, and was told someone would reach out later to complete the cancellation and have a technician to come out to get equipment. I have called every day because no one has ever reached out to complete the cancellation. I am told that someone will call me in 24 hours each time that I call. I would like someone to follow up and cancel this service. The camera no longer works because the battery died and it’s mounted on the side of my house near the roof and there is no way I will attempt to climb a ladder to charge a camera that should have hard wired. I also have text messages discussing with the technician and dealer that I did not think the camera was hard wired and was assured over and over that it was.

  

  Business Response

  Date: 01/11/2024

  After getting some clarification regarding the cancellation
  request from the customer, looks like the customer was upset that a third camera
  was installed and was considering cancelling. The sales representative
  contacted the customer and was willing to collaborate with them by removing the
  camera and not charging the customer for it. The customer was ok with this and
  continued the services, but a few days later again they decided that they wanted
  to cancel but at this point they were outside of their 3-days right of rescission
  in which they were aware of as they mentioned this to an agent via a recorded
  line. If the customer wants to cancel, they will need to contact our customer
  care department to explain the early termination fee, or if they are having
  issues with the system, they can call ###-###-#### to schedule a service
  appointment.

  Customer Answer

  Date: 01/12/2024

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

  Customer Answer

  Date: 01/12/2024

  I did speak to someone at Safe Streets who informed me that I canceled within the 3 day window and someone would be contacting me in 24 to 48 hours to complete the cancellation process.  I never received a call back and call the company several times and received the same statement regarding cancellation.  The statement regarding the cameras is totally untrue and has nothing to do with the cancellation process.  The camera situation happened on the day of installation, the representative, Jonathan said technicians would be out shortly to install my system with the panel, door sensors, window sensor, a doorbell and a camera.  The technicians arrived and installed all that and an additional camera.  Jonathan called me later and said they installed an extra camera by mistake and told me they would come back shortly to uninstall the camera.  I was not upset because of an additional camera.  Once the technicians returned they uninstalled one camera but also unplugged the remaining hard wired camera.  I spoke to the technician and representative letting them know my camera was no longer hard wired but they assured me it was.  Due to all the issues I contacted safe street within the 3 days to canceled service.  Customer service reps stated several times I canceled within the 3 day timeframe.  I continued to call the company regarding the call back to complete cancellation and I never received that call.  After reading the response regarding this complaint I called the company today and the C.S service representative apologized for the miscommunication and stated he’s not sure why no one returned my call because this has been going on for almost a month and that they would look into the situation and given me a call back on Monday.  

  

  Business Response

  Date: 01/12/2024

  Looks like the customers is being released from contract after a second look into their account. A system removal has been set for January 13, 2024 between 4pm-8pm.

  Customer Answer

  Date: 01/16/2024

  
  
  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:01/03/2024

  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.

  On 8-10-23 a guy named ***** came to my door and said he was with ********* and was here to lower our cable and internet bill and give us a free ADT System. Needless to say my bill for cable and internet have not changed and I am being charged $63.99 per month for ADT. They signed my husbands name to the contract, used my credit card that was suppose to be a one time payment to set up auto pay with ADT without our knowledge and ***** promised a $200.00 **** card which was never received. Their office Manage ***** claims to work for the above Companies and was of no help in resolving the problem at all and is a great double talker. Others should be aware of this scam.

  

  Business Response

  Date: 01/08/2024

  The customer in fact agreed to the monthly monitoring rate of $63.99 for duration of the contract on recorded line, which the contract was sent to her via email in November. All offers have been applied to the customers account as of November. If they still do not see any change please have the customer call ************************** at ************** to better assist in this matter. 

• Initial Complaint

  Date:01/02/2024

  Type:Order 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.

  RE: My mother, ************************************ (I have full POA)*** Account number: ********* Home address where service is: ******************************************************* A Safe Streets representative went to my mother's home and ignored the NO SOLICITING sign on her door. They sold her a home alarm system. My mother has memory issues and cannot remember to set an alarm, much less the code to disarm one. I have been trying to get the contract cancelled. I called back on October 9th, 2023 and submitted the documentation requested. I also contacted *** (who Safe Streets partners with) and was told the account would be credited for the back due amount and for 4 months to give Safe Streets time to make a decision (I will be filing a separate complaint regarding ***). I called *** today, because my mom has continued to receive bills, and was told all of the back due had to be paid and asked if I wanted to talk to collections (there is more but I will save that for the *** complaint). I emailed Safe Streets to ask for an update and was only told that there has not been a decision. I called and was told supervisors do not take phone calls and I was given an email that is generic and goes to all supervisors. I sent an email to that account, ************************************************ today.

  

  Business Response

  Date: 01/08/2024

  After reviewing the customers account, they have been released from the contract and the account has been cancelled both on SafeStreets and ADT side. For more information the customer can call ADT directly to confirm the cancellation of the customers account. 

  Customer Answer

  Date: 01/09/2024

   
  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:12/27/2023

  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.

  WE ARE TRYING TO CANCEL OUR SERVICE AT ****************************************. WE ARE INTO OUR 2ND YEAR OF SERVICE. WHEN WE INITIATED THE REQUEST WE WERE TOLD WE HAD TO GIVE A 30 DAY NOTICE OF CANCELATION AND WE WOULD RECEIVE A PRORATED REBATE. AFTER CALLINF 4 DIFFERENT TIMES AND CONTINUED BEING TRANSFERED WE WERE TOLD WE WOULD BE CHARGED OVER $700.00 FOR EARLY TERMINATION OF A CONTRACT, WE ARE NOT UNDER CONTRACT WHICH INCREASED OUR MONTHLY BILL BY $10.00/MONTH FOR NOT BEING UNDER CONTRACT. WHEN I TRIED EXPLAINING THAT TO THE *** REP HE HUNG UP ON ME. WE HAVE NOT COME TO A RESOLUTION AS OF YET.

  

  Business Response

  Date: 12/26/2023

  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: 12/29/2023

  Unfortunately, SafeStreets does not have any affiliation with this account as we did not do the install at this property. The customer would need to contact ADT Corporate directly and have this complaint sent to ADT Corporate. 

• Initial Complaint

  Date:12/27/2023

  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.

  Alarm system and cameras installed. cameras are poor quality and alarm has not been arm since installed. the installer has come out several times and now he has damaged my paint on my windows and made a glue mess. i am very disappointed in ADT and Safe streets USA. I do not want the same installer to ever come to my house again. the alarm once armed will set off once the window blinds hit the sensor. I will not have this poor quality alarm system protecting my family. I want the contract cancelled and refunded WITH NO PENALTIES OR CHARGES . We are paying over $90.00 monthly for poor cameras that do not work at night and an alarm we cant arm.

  

  Business Response

  Date: 12/29/2023

  While reviewing the customer’s account we see that
  SafeStreets has been to the customers residence twice, once for the initial
  installation, the second was to resolve sensor issues which was in July 2023 no
  mention otherwise of camera quality nor of damage. We will reach out to the District
  Manager to confirm if any damage at the time of the visit was caused by SafeStreets
  or brought to his attention and if so, the District Manager will reach out to
  the customer and submit a damage claim. If the customer had ADT technicians on
  site afterwards and they caused the damage as the customer is stating, then ADT
  will need to cover the damage they caused. Regarding cancelling service, the customer
  will be responsible for the early termination fee as stated in the contract the
  customer signed agreed to by the monthly rate at $59.99. Please see attached for
  the customer to review. 

  Customer Answer

  Date: 01/02/2024

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

  ADT BEVER CAME OUT TO MY HOUSE IT WAS SAFE STREETS.   I didn’t complain about the damage at frost  because the technician was not very nice   I didn’t want him back in my house.  He used gorilla glue and it looks messy when he reset the sensors.  He damaged my paint around my windows.  It looks bad.  Also.  I can’t turn on my alarm. Because we don’t trust the sensors , including the glass breakage.  It goes off at random.  So as you can see. This is a poor quality service and system.  Yes we have complained to technician about the cameras he said  I had to buy newer ones.      This is a scam.  I want to know why the cameras are so poor.   Also  how much is the early termination fee    And what else would be billed after.    I am not happy about this .  

   

  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 01/04/2024

  SafeStreets was not made aware of any of the issues besides once to correct sensors. The service was completed and the customer never let us know about any other problems they were having. They have been installed now for over 7 months, and any services would need to be done by ADT. If the customer would like to cancel they will be held to paying off the balance of their contract.

  Customer Answer

  Date: 01/04/2024

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

  I NO LONGER WISH TO DEAL WITH THIS.  IM DONE.  NO FURTHER COMMUNICATIONS IS WANTED OR NEEDED. 

  If you want to speak to anyone  call ###-###-####    My husband.  

  THANK YOU

  case closed. 

• Initial Complaint

  Date:12/21/2023

  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.

  We tried to cancel the membership but they kept over talking us then they hung up, and they put it in my moms name without telling us or her. When we try today 12/21/2023 to cancel they said we would have to pay **** and some odd dollars to cancel otherwise they cant or wont cancel

  

  Business Response

  Date: 12/28/2023

  We have the customer on a video call confirming that she is *********************************, and that she is the owner of the house at the address listed on the account. The video also has the customer agreeing to the terms and conditions of the contract, which would indicate that they know the contract was under *******'s name. If ****** wanted to put the contract in her name the customer could have objected to the name that was stated during the video call. The customer also stated that they understood that they had 3 days to cancel without any penalty and at this point they would need to pay a balance of contract in order to cancel. 

• Initial Complaint

  Date:12/20/2023

  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.

  The equipment is defected and I made several calls to complain about the defected equipment and ADT refused to exchanged the defected equipment. I still have the equipment. We want to be reimbursed and removed from all three credit bureaus.

  

  Business Response

  Date: 12/19/2023

  SAFE STREETS USA LLC
  **********************************************************************
  ************
  Please forward this on to the correct company.

  

  Business Response

  Date: 12/28/2023

  If the customer would like to cancel, they will need to pay their balance of contract. However, it seems like the issue is with the equipment. Per our records, the issue arose once the customer was outside of their service period with SafeStreets and subsequent service appointments had been handled, and will continue to be handled by ADT. This customer may be better helped by directing the complaint to ADT, as the only thing SafeStreets can do at this point is quote them their early termination fee.

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21014572
  
  I am rejecting this response because: nothing has been done by safe streets and . I reported the complaint to safestreet within the 90 day period no one came out and we still have the defected device. As far as adt a technician came out and want to charger ****** for the first 15 minutes and ***** every 15 minutes after. The technician didn't bring a new device nor did he reinstalled the defected device. All we want is to cancel the contract at no charge, and send me a letter if cancelation do that we can send to synchrony bank to close account and to pick up there defected device

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

  

  Business Response

  Date: 01/04/2024

  We sent a technician out in March to address an equipment issue, then SafeStreets was nevercontacted again until July. At this point the customer was outside of the service period and it would be ADTs responsibility to help the customer. Furthermore, in the calls the customer made with ************************** from July on, the customer did not mention problems with the equipment onlt that they wanted to cancel. The customer may call in to pay the balance of their contract in order to cancel their account, their debt with ************** will remain and they will need to pay that off with them as well.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21014572
  
  I am rejecting this response because: In March a technician didn't come to my home. I spoke with a safestreet representative and I was told that I called within my 90 days concerning the equipment. I mention that I work Monday through Friday 8am to 430pm. I know that no ne can out to my house in March because I was nit there. I can send a copy of my work schedule as proof. Safestret just want our money and it's not fair because the equipment haven't been use in months. O called every week from arch to July to complain and nothing has happened. ATTEND safestreet have a lot of complaints against them for the same reasons of my complaint please cancel me and remove me from collections because they are lying

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

  

  Business Response

  Date: 01/10/2024

  After digging deeper into the account, we found evidence that the service may not have been completed in March as our records indicate. This is being escalated to the district manager and he will be able to make a decision on what is the best course of action for this customer.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21014572
  It's been to long and now my credit is bad because of this with sychonmy Bank all I want is to cancel my account refund me my money , remove me from collections and to sent synchrony bank a letter to cancel my account to to pick up the defected equipment
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/16/2024

  The customer is saying that no one showed up to their home in March stating because they worked Monday through Friday, the technician did not show during the week he was scheduled on Saturday March 25, 2023. When the technician arrived they were assisted with the issue for their doorbell which was not ringing through the customers phone and needed the door lock to be set to "Auto Lock." Issues that were mentioned during warranty period with SafeStreets were resolved. The customer later called in July several times to get information on the early termination fee which an invoice was sent to their email. The customer then called to saying that she had an appointment but at this time the customer was being serviced by ADT and was transferred to their service department due to their technician not arriving to the appointment. If the customer would like to continue the cancellation process they can do so by calling our customer care department to pay the early termination fee mentioned in the contract the customer signed.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21014572
  No one came to my home in March. The equipment has been in a box after I made several attempts for someone to come out. No one never came out until months later and that technician wanted to charge us ****** fir the first 30 minutes and ***** for every 15 minutes after that and we didn't pay that. We asked him to take the equipment because it's  in the box defected and he refused to. I have witnesses to this as well. Why is it so difficult to take yall defected equipment back and cancel.
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/18/2024

  Since the customer has removed the system on their own without a resolution, they will be held to balance of contract which is the early termination fee that is stated on the contract the customer signed. They can call our customer service department at ************** for more details. 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: ********
  I will contact my attorney and ********************* the CEO
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/25/2024

  Since customer is going to pursue legal action, they will need to resolve the matter through our compliance team and we can no longer assist. 

• Initial Complaint

  Date:12/14/2023

  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.

  Have been receiving bills and phone calls after I canceled subscription... I haven't received any service since 6-16-2023..I called and canceled subscription because they would not come out and fix issues...ADT continues to send me bills and harrassing phone calls...I have fulfilled my obligation in purchasing equipment but do not want to continue my service with ADT.

  

  Business Response

  Date: 12/14/2023

  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: 12/19/2023

  If the customer wants to cancel per the cancellation process in the contract, they will need to pay the early termination fee, or they can call our collections department at **************, before 12/22/2023 to assist the customer in bringing them up to date on their account. There was also an email sent to the customer regarding the non-payment and details of ways to resolve the balance due.