ComplaintsforSafe Streets USA, LLC

Smart Home Security

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Initial Complaint
03/19/2024
Complaint Type:
Order Issues
Status:
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.
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
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 response
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
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 response
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
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 response
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
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 response
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
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 response
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
03/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
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
03/07/2024
Complaint Type:
Order Issues
Status:
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.
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
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 response
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
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
03/05/2024
Complaint Type:
Order Issues
Status:
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.
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
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
02/26/2024
Complaint Type:
Order Issues
Status:
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.
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
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 response
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,

*******************************
Initial Complaint
02/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
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
02/18/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
02/13/2024
Complaint Type:
Product Issues
Status:
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.
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 help
Business response
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 response
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
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 response
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
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 response
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 court

I 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
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 response
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
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 response
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
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 response
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 response
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
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
02/03/2024
Complaint Type:
Billing Issues
Status:
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.
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 mistake
Business response
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
02/01/2024
Complaint Type:
Billing Issues
Status:
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.
*** 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 charges
Business response
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
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 response
02/02/2024

Complaint: 21223345

I am rejecting this response because:

Sincerely,

***********************
Customer response
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
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 response
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 done
Business response
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 response
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
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.

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