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 has 17 locations, listed below.

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  Safe Streets USA, LLC

  3400 N 1200 W Lehi, UT 84043-2685

  
• 

  Safe Streets USA LLC

  505 5th Ave Ste 729 Des Moines, IA 50309-2318

• 

  SafeStreets USA

  7251 W Lake Mead Blvd Ste 300 Ste. 300 Las Vegas, NV 89128-8380

  
• 

  Safe Streets USA LLC

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

  
• 

  Safe Streets USA, LLC

  1201 Hays St Tallahassee, FL 32301-2699

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:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This month a year ago a safe streets representative came to our home to pitch switching from our current security provider (******) to ADT. He offered that they would satisfy our current contract with ****** as long as it was not over $2,000-$3,000. We of course decided to make the switch under the agreement this was done. We made the switch and have been with ADT for a year now. Approximately a week ago we received a call from a collections agency representing ****** and they told us they would sue us and take everything we own if we did not pay the remaining amount owed for our contract (the amount is around $700) we were able to make an $88 payment to avoid any further harassing calls. We contacted *** who then told us safe streets would be held liable for satisfying the contract we had with ******. We contacted safe streets and their representative ****** assured me she was unsure how this happened and why is was not taken care of but all I needed to do was send the invoice with the buyout amount and a copy of our contract from brinks and she assured me they would send them a check for the amount owed. I called today for an update because I had not had anyone reach out for over a week now and their representative Kenzi told me that since it was not in writing they are not going to uphold it. There is no way for me to have it in writing since the original representative came to my home and spoke with us directly. When I called and spoke with ****** with safestreets she stated that if one of their representatives told me they would satisfy my contract they would uphold it but now Im being told Im out of luck and their hands are tied. Im now at risk of being sued and now have to pay Brinks and ADT just to try and satisfy this amount and still have home protection. I feel like we were targeted with them knowing we had previously had a home robbery and we have small children. I feel taken advantage of and I feel they should have to hold up to what we were told.

  

  Business Response

  Date: 06/26/2025

  Following a comprehensive review of the account, SafeStreets has found no documentation or internal records indicating that a contractual buyout was extended to Mr. Wade and Mrs. Wade at the time of enrollment. While we recognize that initial discussions with our representatives may have occurred in person, our policy requires verifiable written or recorded confirmation in order to validate and fulfill any buyout commitment.
  SafeStreets is fully committed to honoring such agreements when they are clearly substantiated. Should Mr. Wade or Mrs. Wade be able to provide supporting documentation—such as a signed agreement, written communication, or a recorded conversation—in which the terms of a buyout were explicitly offered and accepted, we will gladly re-evaluate the matter and explore potential resolutions, including reimbursement of the outstanding balance as previously described.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired safe streets to install a security system on my house which included a door lock, glass break sensors, door sensors, and a ring camera.
  
  The initial technician arrived and lied about the cancellation policy, and poorly installed all of the equipment, primarily the door sensors and the deadbolt lock and did not install the camera. Because the camera was not installed I would not be charged for it (so I was falsely told).
  
  Soon after I received multiple scenarios of me being locked out of my house from the deadbolt malfunctioning. In one scenario I had the police called on me and was nearly arrested/detained for believing I was trying to break into my own home.
  
  I called for someone to fix it to which safe streets said they will have a technician arrive ASAP. No technician ever arrived after several days of waiting and I had to call back multiple times while still being locked out of my home.
  
  Safe streets then told me that I will have to higher a lock smith to be able to enter my own home if the door was locked. On two separate occasions technicians arrived and were not able to fix the issue. Safe streets stated that if they’re unable to fix the issue then I can cancel the contract free of charge, but now they have stated that I have to higher contractors to complete their installation.
  
  The district manager of Baltimore ****, has lied to me on two occasions stating that if I stay quiet and don’t cancel he will give me a free doorbell camera, but then the next day he said I have already been charged for it. I was also told by customer care that the district manager **** determines cancellation of contracts, and it is up to him to decide, to which he stated twice that he has no say and he cannot help, only to later admit he was lying and does have control over cancellations. He also admitted to lying about the ring camera situation as well.
  
  This company has not been truthful and incompetent in the services and equipment they provide.

  

  Business Response

  Date: 06/26/2025

  The customer, Mr. *****, has experienced multiple incidents of being locked out of his residence due to malfunctions associated with the door lock. In response, SafeStreets’ technicians replaced the lock and adjusted the strike plate. However, it has been determined that the recurring issues primarily stem from structural conditions of the door frame itself. While SafeStreets’ technicians are certified to install and service ADT-approved hardware, they are not licensed or qualified to perform structural modifications or carpentry work. Consequently, Mr. ***** was advised to engage a licensed locksmith or contractor, and SafeStreets extended an offer to reimburse such costs as a goodwill gesture.
  With respect to the doorbell camera, Mr. ***** was under the impression that he would not incur charges for the device given that it was not installed at the time of the initial service. While the company acknowledges there was some confusion regarding this matter, internal records confirm that the doorbell camera was included as part of Mr. *****’s monitored equipment package, and therefore, the applicable charges were properly applied in accordance with the terms of the agreement.
  Mr. ***** has repeatedly expressed a desire to cancel his monitoring agreement. His request was escalated to the highest level of review within SafeStreets. It should be noted that decisions concerning early termination of contracts are governed by established company policies and compliance standards. As previously communicated, multiple service options and resolutions were presented to Mr. *****, including additional technician visits and alternative solutions; however, these were ultimately declined.
  Following a thorough evaluation of the matter, and in light of evidence indicating that the underlying cause of the issue arises from the physical condition of the customer’s home rather than a failure of the equipment, the request for cancellation without penalty was not approved.

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: 23489765
  
  
  
  I am rejecting this response because: on multiple occasions locksmiths were sent out to resolve the issues but to no avail they were not solved. Before safe streets arrived to install my lock, I had another electronic lock that is identical to the one they installed. While having that lock I had zero issues or problems, I have been told recently by a carpenter that their is no issues with alignment or structural capabilities of of my door frame that should be causing the lock to malfunction. Furthermore I have removed the lock myself to install a new lock of a different size to test if there’s any issues with it, but there were none, the lock works perfectly fine that I installed. The underlying issue is incompetence of safe street contractors.

  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 07/02/2025

  SafeStreets USA has made multiple efforts to resolve the concerns raised by Mr. ***** **** regarding the functionality of his electronic door lock. On several occasions, technicians, including locksmiths, have been dispatched to assess and address the issue. Despite these efforts, Mr. **** has expressed continued dissatisfaction with the results.
  It is important to note that SafeStreets USA has provided several resolution options to Mr. ****, all of which have been declined to date. We remain willing to assist and offer the following solutions:
  Schedule a visit from a senior technician to evaluate the installation and determine whether reaming the hole for the latch would resolve the issue.
  Remove the electronic door lock and downgrade the system to a lower-grade package that excludes this component.
  Should Mr. **** wish to proceed with either of these options, we kindly request that he contact our Customer Care team at his earliest convenience to make the necessary arrangements.

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: 23489765
  
  
  
  I am rejecting this response because: I have already had senior locksmiths attempt to resolve the issue, but none were successful. Due to a lack of trust in the Safe Streets team—stemming from both the district manager’s lack of transparency and the locksmiths’ repeated failure to deliver—I no longer have confidence in Safe Streets’ ability to provide the service I’m paying for. I am willing to settle this matter by canceling the contract without incurring a cancellation fee and without requesting a refund for any prior payments. I am also prepared to return all equipment that was provided.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 07/09/2025

  SafeStreets USA acknowledges Mr. ****’s continued dissatisfaction regarding the performance of his door lock and the service provided. We understand his frustration and regret that our efforts to resolve the matter did not meet his expectations.
  As outlined in previous correspondence, SafeStreets has made multiple attempts to remedy the issue through technician and locksmith visits, equipment adjustments, and escalation to senior management. Unfortunately, despite these efforts, the proposed resolutions—including technician re-evaluation, equipment downgrade, and alternative installation methods—were declined.
  At this time, if Mr. **** wishes to proceed with the cancellation of his monitoring agreement, we kindly ask that he contact our Customer Care team at ************* Upon contacting us, his call will be routed to an Account Specialist who will review the terms of the agreement and go over the applicable cancellation procedures in full detail. 

  Customer Answer

  Date: 07/09/2025

  
  
  Complaint: 23489765
  
  
  
  I am rejecting this response because: I did not reject every proposed solution. I followed all the steps provided by your customer care and cancellation teams. Despite giving your team multiple opportunities to resolve the issue, including several visits to my home, the problem persisted.
  
  I am still seeking cancellation without paying any additional fees.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 07/15/2025

  If Allen would still like to proceed with cancellation, we kindly request that he contact our Account Specialist Team to review the cancellation procedures. To initiate this process, please have him reach out to our Customer Care Team at ************* They will be able to verify the account details and transfer the call directly to the appropriate Account Specialist Team members who can further assist him.

• Initial Complaint

  Date:06/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home security, smoke detector and carbon monoxide detectors are supposed to be monitored by SafeStreets, a dealer for ADT. My carbon monoxide detector has been intermittently beeping, so I contacted ADT and they instructed me to contact SafeStreets. Given that this is a safety concern, I called SafeStreets as soon as their business hours opened and every phone number I have tried is off the hook, regardless of the extension I use. This is unacceptable - my carbon monoxide detector could be malfunctioning and I am unable to get in touch with the company that installed it! I have now sent an email to their customer service branch, but what good does that do if there is something imminently wrong with my system.

  

  Business Response

  Date: 06/19/2025

  SafeStreets USA has reviewed the concerns submitted regarding the account belonging to *******. It has been verified and previously communicated to ******* that the 90-day service warranty associated with her installation expired on April 6, 2025. As such, SafeStreets USA no longer has the ability to provide equipment related services or support at this time.
  This information was confirmed with SafeStreets’ District Manager and has also been shared with ******* in a prior response to an email she submitted to our Customer Concerns team directly. She was advised that, moving forward, any necessary service or equipment support—including issues related to her carbon monoxide detector—would need to be handled directly by ADT.
  SafeStreets remains committed to supporting its customers within the terms of the service agreement and encourages ******* to contact ADT directly for further assistance regarding her monitoring and safety devices.

• Initial Complaint

  Date:06/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a monitoring contract through SafeStreets for ADT service. The contract says I’d be charged a certain amount each month, but I’m being charged more than that. I tried reaching out to ADT to fix the issue, but they told me to call SafeStreets. Then SafeStreets told me to call ADT. This isn’t the first time either — this has happened a few times now over the last few months. I’ve been bounced back and forth at least four times and still don’t have a straight answer or solution.
  
  On top of that, I also called to remove the alarm system from my house, and the same thing happened. No one would help me, and they just kept sending me to the other company. They even said someone would call me back, but no one ever did.
  
  At this point, I’m really frustrated. I feel like neither company is taking responsibility, and I’m being overcharged and ignored. I just want out of this contract without having to pay any cancellation fees. I shouldn’t have to keep paying for something that’s this hard to get help with.

  

  Business Response

  Date: 06/16/2025

  SAFE STREETS USA LLC

  **** * **** *
  
  ***** ** **********

   

  Please forward this on to the correct company.

  

  Business Response

  Date: 06/19/2025

  The monitoring agreement was executed by Mr. ********, establishing a monthly monitoring fee of $69.99, effective as of the installation date of October 29, 2024. To date, only a limited number of payments have been received toward the monitoring fees. As a result, late charges have accrued, bringing the total outstanding balance to $424.09. The account is currently subject to involuntary cancellation due to non-payment.
  It is important to note that Mr. ********’s cancellation request was made outside the allowable three-day cancellation period. Consequently, the terms and conditions of the signed agreement remain enforceable, and Mr. ******** is obligated to fulfill the contractual commitments therein.
  In order to schedule any service appointments or address equipment-related concerns, the account must be brought current. Upon receipt of all outstanding payments, ADT will be authorized to provide service and support for the system. For any billing inquiries or to arrange payment, Mr. ******** may contact ADT’s billing department directly at ************.
  Should Mr. ******** elect to have the system removed, the full balance of the contract, as stipulated in the signed monitoring agreement and previously communicated to him, will be due.
  SafeStreets remains committed to assisting Mr. ******** within the scope of the contractual terms and encourages direct communication with the appropriate parties to resolve any billing or service-related matters.
  

• Initial Complaint

  Date:06/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this review based on my experience today June 15, 2025 call at 12:33pm eastern time. This call was a deeply unprofessional and offensive interaction I had with one of their representatives, ******, during a recent inquiry about Google Nest installation.
  
  While I was attempting to get a quote, ****** was clearly unaware she was still audible and stated, “This lady is pissing me the f** off.”* When I confronted her about the comment, she claimed she was referring to a connection issue, which was clearly a deflection.
  
  This type of language and behavior is completely unacceptable under any circumstances — especially in a customer service setting. For your awareness, I have a recording of the conversation, which confirms exactly what was said.

  

  Business Response

  Date: 07/02/2025

  The matter referenced, pertaining to the interaction between Ms. ***** ******* and a SafeStreets USA representative on June 15, 2025, has been thoroughly reviewed and addressed in accordance with our internal policies and procedures. SafeStreets USA holds its employees to the highest standards of professionalism and customer service, particularly in all customer-facing roles. We take all customer concerns seriously and are committed to maintaining a respectful and courteous environment in every interaction.
  Following a formal investigation conducted under SafeStreets USA’s compliance protocols, appropriate corrective actions have been implemented to reinforce accountability and prevent similar issues in the future.

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: 23471687
  
  
  
  I am rejecting this response because:
  

  Thank you for the follow-up, but I do not accept the resolution offered by SafeStreets USA.

  
  I am a legally disabled individual with a slow learning condition, and I expected to be treated with respect and patience not subjected to disrespect and offensive behavior. The representative’s comment, “This lady is pissing me the *** ****” was not only unprofessional but also deeply hurtful and discriminatory, especially given my circumstances.
  SafeStreets USA’s response was generic and dismissive. It did not include:

  
  - A direct apology to me.
  - An acknowledgment of the specific offensive language used.
  - Any transparency about what corrective action, if any, was truly taken.
  

  This was not a simple customer service mistake. It was a serious violation of professional conduct, and the fact that the representative was not terminated or held visibly accountable is unacceptable. I believe I deserve a formal apology, and SafeStreets should be held responsible for allowing this kind of treatment to occur.
  Their response makes it clear they do not care about protecting vulnerable or disabled customers, nor do they take accountability seriously. Until this is corrected with a meaningful and specific resolution, I do not consider this matter closed.

  Respectfully

  ***** ********

   

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you call to initiate service with ADT, you are directed to Safe Streets. It is not made clear that you are becoming a client of Safe Streets until they begin installation. The package of items covered under the plan on the phone is also different from what they describe in person. The agent who installs your equipment will tell you that you have a 90 day guarantee and that they will deinstall equipment and you will get your money back if you're not satisfied. In the fine print, this is 3 days instead of 90. You will call Safestreets repeatedly and get promises of call backs and never receive a call. Not once. You will continue to call and receive friendly apologies without any returned funds. You will spend hours on hold. Terrible customer service and I regret ever signing the contract.

  

  Business Response

  Date: 06/19/2025

  At the time of the original sale, it is clearly disclosed to all customers that SafeStreets USA is the nation’s leading authorized provider for ADT. This information is communicated during the initial sales presentation and is reiterated in all related documentation and during the installation process.
  The account holder signed a standard ADT Monitoring Agreement, which outlines a three-day right of rescission, in compliance with federal consumer protection regulations. This cancellation period allows the customer to review the agreement and cancel without penalty. It appears there may be confusion between this three-day cancellation window and SafeStreets’ 90-day limited warranty, which applies strictly to equipment and workmanship—not to cancellation of the monitoring contract.
  Additionally, this matter has been thoroughly reviewed by our internal compliance team. No evidence of fraud or misrepresentation was found during the investigation. The customer was made fully aware of the cost of additional equipment through a financing closeout call, which was completed on a recorded line. This call confirmed the customer’s understanding and acceptance of the financing terms and associated charges.
  While we regret any inconvenience the account holder may have experienced, our records reflect that all standard procedures, disclosures, and compliance protocols were followed throughout the sales and installation process.
  

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Overcharging for late fees despite auto-pay, attempting to reset my password to gain access to my account and resolve any billing issues but not receiving a password reset link to the email address associated with my account.

  

  Business Response

  Date: 06/13/2025

  Please be advised that the customers concern regarding late fees and billing is specifically related to the monthly monitoring rate, which is administered and billed directly by ADT, not SafeStreets.
  For resolution of any billing mattersincluding issues with auto-pay or difficulties resetting account passwordswe respectfully recommend that the customer contact *********************** at ************. Their team is equipped to verify account credentials, resend password reset links, and review or adjust any monitoring-related charges as necessary.
  As this matter falls outside the scope of *************************** services, we kindly request that the complaint be closed accordingly.

  Customer Answer

  Date: 06/13/2025

   
  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:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased safe streets ADT for my home about 10 days after they installed it, I started having issues. I called them, and they were supposed to come out. And fix it at no charge, but then decided to try to tell me they're going to charge me money to fix my system. That's when I told them I was going to cancel. They threatened to steal money out of my bank account because I had my banking information. And my credit card information, I had you get new debit cards, new bank account and also had you go ahead and get another credit card issued to me. So they couldn't try and use it. They're supposed to fix anything or any problems. Within the first 30 days at no charge, they refused to come out to fix anything. They have blocked my phone number. So I cannot even call them but yet they have turned me into A collection agency. I've asked him to come out and fix the problem. And I would continue with their service, but they don't want to even come out to fix the problem. They left their ladder and a drill at my house. I let them know about that. They don't even want to come and get those. I'm not going to pay for a product that does not work or I'm going to be charged. For them to come out and fix it less than 2 weeks after purchasing the system, I spoke to addt, they told me, I don't owe anything safe treats wont-work. Listen to them. That won't do anything they're supposed to do. I'm not going to deal with this problem. Or have them try to hurt my credit? Because the company that they hired has threatened me multiple times But to block my number, my wife's number. So we can't even contact them about anything very inappropriate and you also have to take the doorbell camera off at least every two weeks and charge it for a full day.So then you have no protection on your front door

  

  Business Response

  Date: 06/10/2025

  SafeStreets has reviewed the concerns raised by the account holder regarding the installation, service experience, and subsequent account status.
  According to internal records, the customer’s system was installed and activated in mid-October 2024. Less than two weeks after installation, the account holder began reporting issues and subsequently requested cancellation. However, the Balance on Contract (BOC) remained unpaid, and the account was placed with HDA, a third-party collections agency, as of February 6, 2025. Once an account is under third-party collections, SafeStreets can no longer engage in direct communication with the customer regarding service or billing. All inquiries must be directed to HDA, which will coordinate with SafeStreets if necessary.
  It is also important to note that, during multiple interactions with customer service, the account holder engaged in behavior that included repeated profanity, verbal abuse, and legal threats. As a result, the customer’s contact numbers were blocked across both phone systems to ensure the safety and well-being of SafeStreets representatives. This action was documented in compliance with internal policy regarding abusive interactions.
  The account holder has stated that equipment, including a ladder and drill, was inadvertently left at the premises. If these items remain at the location and the account holder wishes to coordinate retrieval, this request must also be directed through HDA, which will inform SafeStreets accordingly.
  SafeStreets acknowledges the account holder’s frustration and understands that this outcome has not met expectations. However, due to the status of the account and the nature of past interactions, all further matters must be handled through the assigned collections agency or SafeStreets USA compliance team.

  Customer Answer

  Date: 06/10/2025

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

  Well, this has gone on for quite a few months. I'm not going to pay for a system that does not work. I will go to court and we can speak to a judge. A judge is not going to tell me to pay for something that does not work which I have asked him to come fix multiple times but now they have blocked my phone number. So they will not even answer a phone call. I still have their equipment at my house. And they never took the first night. I started calling and letting them know the problems with the system as soon as it started to happen and they refused to ever come out. And help me, I want to go to court. I'm going to hire an attorney. I will see you guys in court and I promise you that a judge is not going to make me pay for something that does not work.Get your ******* ***** out here and ******* fix your ******** and once again, you ******* blocked my phone number. I cannot even call you guys and get through to allow you to know the problems that are going on. There's no judge in this world that's going to tell me, I have to pay for something that does not work. And has not worked 9 days after I purchased the system. And you guys want to charge me to come out and fix what you fucked up. I didn't ******* put it in. I didn't fuck it up. You guys did get it fixed. I will pay if not. I'm going to request that we go to court. I will hire an attorney, and I will see you in court, and I'll have him get everything taken care of and then you're going to pay for that attorney, also, this is going to get very expensive for you i am not going to back down. I want my stuff to work. So I can have my house protected. You guys have failed me miserably. Why can I not call your company? Why is my number and my wife's number blocked? I'm going to leave this on your website.I'm going to leave this on multiple.Websites about how much of a piece of shit company you are and never to use your company.The last review, I left a 134,000 people saw it i'm going to leave this on Facebook. All social media, even your website, allowing people to know never to use you, you're very untrustworthy, so I'm personally going to go down and file. Small claims actions requesting all of my money back that way. Then we can get this taken care of and so in court, and I'm going to be asking for all of my money back for the product. I've received from you guys am also going to be questioning. You pay my attorney and all my attorney fees.

• Initial Complaint

  Date:06/09/2025

  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.

  Due to weather, the installed cameras will not reconnect to the phone or the panel. Instead of attempting to help fix via phone, they require a technician. IT IS MY FAULT that we lost power and must pay someone to fix the issue instead of having another method of attempting to fix before somone has to be paid to fix an issue that I DID NOT CAUSE. Says it is in fine print in the contract, yet that was not discussed upon purchasing the products. HAD I known that they had no other recourses I would have went with a safer more reliable company for my cameras for security.

  

  Business Response

  Date: 06/10/2025

  Please note that, as outlined in the service agreement, damage or system malfunctions resulting from acts of Godsuch as weather-related power outagesare not covered under the warranty. At this time, a technician visit would be necessary to resolve the connectivity issue between the cameras and the system panel. As this service is not covered under warranty, a standard service fee will apply for the appointment in which the homeowner was made aware.
  While we regret any confusion regarding the terms of service, all warranty limitations, including exclusions related to weather or power loss, are included in the signed contract. We strive to be as transparent as possible, and we appreciate the feedback as we continue to improve communication during the sales process.
  If the account holder would like to proceed with scheduling a service appointment, wed be happy to assist.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23443545
  
  I am rejecting this response because:

  All I needed was the cameras reconnected to the *** and my cell phone. Instead of offering assistance, they just wanted to charge a fee to come out. The best part is I did not need a technician just help guiding through how to reconnect them to the *** and my cell phone app. My neighborhood was able to assist me in how to do it without the need to have a technician come out. We live in ***** and a power outage is going to occur.  There are steps that could have been provided as the cameras WERE WORKING just needed to be reconnected. So the tech was not even necessary. YOU Just want to charge a fee without the ability to even try to troubleshoot. I NEVER SAID THEY WERE NOT WORKING THEY JUST DID NOT CONNECT TO THE SYSTEM IN PLACE.

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

  

  Business Response

  Date: 06/17/2025

  In response to the concerns raised, SafeStreets USA would like to clarify that its agents acted in full accordance with company policy and the terms outlined in the service agreement documents signed by the homeowner.
  As acknowledged by the homeowner, the issue arose following a weather-related power outage, which is not covered under the manufacturer or service warranty. Furthermore, based on the nature of the issue and the limitations of remote diagnostics for certain equipment types, a service appointmentsubject to a standard feewas the appropriate and required course of action.
  While we appreciate that the homeowner was able to resolve the issue with the assistance of neighbors, our agents followed correct protocol in offering a technician dispatch when remote support was not a viable option. Please consider the matter resolved and close the complaint.
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23443545
  
  I am rejecting this response because: we can agree to disagree and close the claim.  However, as a business that provides service to thousands of customers you need better systems in place to not require someone to pay a service fee to just help reconnect their equipment. It was not broken just needed assistance in reconnecting to the **** Maybe you should actually have something in place to help customers and if that did not work then a service fee would sound like a better option. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SafeStreet opened a credit card in my name and I was fraudulently charged for $5000 worth of equipment that I did not want. I immediately tried to cancel the charge and the contract. ADT recognized that we were within the time frame to cancel the charge and contract, but SafeStreet would not follow through with their own policies. It is not my signature on the contract, and I can prove this. We will be seeking legal action if we do not receive a resolution as it has been two years I have been fighting this issue.
  
  I have been working with Synchrony to come up with a resolution, so I did not want to include BBB while waiting for a response from them. They have still not given a response, so I decided it was time to include BBB.

  

  Business Response

  Date: 06/13/2025

  Please be advised that SafeStreets has a completed Welcome Call on a recorded line, during which Mrs. ******* ********* clearly acknowledged and agreed to the terms and conditions associated with the Synchrony loan tied to her account. During this call, she confirmed that the selected loan amount and financing plan were accurate and acceptable. This recorded call serves as documented consent to the financing agreement.
  Furthermore, we have a separate recorded conversation in which Mr. Gerome *********, Mrs. *********’s spouse, acknowledged contacting SafeStreets outside of the three-day Right of Rescission period to request cancellation. ADT has also confirmed that no cancellation request was submitted within the allowable three-day window. During this call, Mr. ********* was advised of the Balance of Contract that remained due to the cancellation being requested beyond the rescission timeframe.
  If Mrs. ********* believes the monitoring agreement or any related documentation was executed fraudulently, we take such allegations very seriously. We kindly ask that she submit a formal dispute to our Compliance Department so that the matter can be thoroughly reviewed. The Compliance Team may be contacted directly via email at ***************************

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: 23430302
  
  
  
  I am rejecting this response because: My husband cannot agree to anything in my name or that goes on my credit. Only I can give permission for anything to be done in my name. I would like access to the phone call please. I would like to listen to it. I did call within the three days to cancel the contract and I spoke with ADT. They were fine with the cancellation, but I was told I would have to call SafeStreet. I called them as soon as they opened again and was told it was not within the three day period. However, they were closed during that three day period. That should not be held against me. I would like everything to be picked up and the contract canceled as I originally requested within the allowed time frame. That is the only acceptable resolution for me. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 06/19/2025

  Please be advised that in order for any recorded calls to be released to the homeowner, a court subpoena is required, as per company policy and privacy regulations.
  If Mrs. ********* can provide verifiable proof that a cancellation request was made within the allotted three-day rescission period, SafeStreets will gladly review such documentation. However, please note that the ability of SafeStreets to process cancellations for this account ended on November 18, 2024. Any cancellation requests beyond that date should be directed to ADT, as they maintain control over account cancellations after that time.

  Customer Answer

  Date: 06/20/2025

  
  
  Complaint: 23430302
  
  
  
  I am rejecting this response because: My husband did not have permission to accept anything on my behalf. The signature on the contract is definitely not my signature, which makes the contract invalid to begin with. I will be working to get a court order for the phone call because I also have proof of the conversation that took place and it does not match what the company is saying happened. I will also provide proof that ADT was contacted within the three day window and that SafeStreets was closed and, therefore, there was no way to reach them during the three day window. I have been fighting this charge since two days after the original installation. What was pre-arranged with ADT is not what happened. I was taken advantage of by SafeStreets and I do not want to see anyone else treated in this same manner. There are many similar complaints about this company. I really hope I can keep other people from being cheated and lied to by this company. 
  
  
  
  Sincerely,
  
  
  
  ******* *********