Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  January 28, 2025-Feb 3, 2025: Poor service from tech, faulty equipment left my home unlocked and unprotected. I'm 66 year old senior, in a high crime area alone. I cried and cried. What happened to me was horrible!!! The person took no responsibility, the companies neither of them Safe Streets nor ADT take responsibility for what happened to me. They need to be investigated!!! • They failed to protect me and my home. • They failed to bring me working equipment • They left me with doors and alarm off and door unlocked • They pulled my credit report and had I nformation mixed up with another person with my last name and same date of birth • ADT and Safe Streets have breached the contract; I’m asking for release of the contract and all of my funds I’ve paid since October be refunded to me .. • I’m not safe nor protected • I’m senior and afraid My letter of documentation is attached. Thank you very much Mrs. ******* ******* ****** & Mr. ******* ****** ************************* ************

  

  Business response

  02/10/2025

  The customer was installed in October of 2024. Since their installation, the customer had not informed Safestreets of any issues with the cameras until last month, when the events explained in the complaint happened, at which point the customer had passed their 90-day warranty period with Safestreets. From details on the account, it would seem that the customer does not have sufficient wifi for their cameras to function at 100% capability. The customer is responsible for providing the necessary telecommunications for the system to function as outlined in the contract the customer signed on the date of installation. Unfortunately there is nothing more Safestreets can do as the customer has passed their 90 day warranty. They will need to discuss all further options with ADT as per our partnership and agreement with ADT. Safestreets will not be releasing the customer from the contract as Safestreets has provided a functioning security system and it is the customer's internet that is likely the issue. 

  Customer response

  02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:  This is not all about the faulty equipment, it is about their over-all service and unprofessionalism.    As I explained, I did obtain sufficient Wifi from Verizon immediately after I was informed.    This is NOT ABOUT THE WIFI.  IT IS ABOUT THEIR EQUIPMENT, THEIR SERVICE, THEIR WORKERS AND THEIR INABILITY TO RESPOND TO IN A TIMELY MANNER,  The security panel worked however, their camera for ring tone was unworking for such a long time after I obtained verizon service that supported the camera.  I would not have called them anymore within 90 days since I assumed it all worked however, when the police arrived during an incident on my street with my young son on January 28th and someone at our front door banging as if they would try to enter the home, ADT ring tone did not have information at all on that the camera and the police were unable to do anyting since the camed did not pick up and I thought all along for the 90 day period that the camera was working.  I did notify ADT/Safe Streets a day after this incident and I explained it to them very well.  It's just a little over 3 months.  They have time to get me out of a contract that the company has already BREACHED!!!  They are just as desperate for business as they were when they initially solicited me. 

  They have Faulty Equipment that they alledge worked but it never did!!  

  
  These are the reasons I wish to not do anymore business with Safe Streets/ADT:

  
  1. Faulty  internal administrative Staff of Safe Streets who initially solicited by contacting me for business: Safe Street erroneously  pulled my credit incorrectly referred to me as ******* ****** someone with my date of birth and last name and in the beginning and I overlooked this but it was a red flag. They have poor and incompetenet internal staf that were to adhere to the notes they took to place the request for the updated security camera on payment arrangements.  This was never completed correctly and therefore they did not inform the technician of the billing arrangements.

  
  2. Late Responding: The technician they sent out arrived late and oud of the timeframe for the job and the way he left my front door unlocked, security panel un armed, and just pulled off from the job without any explanation raises concerns and left me emotionally distraught.  I am a retired senior citizen.

  
  3.  Unprofessionalism The technician stayed on the phone with another manager because he did not know how to wire the camera and I overheard them arguing on the phone.  The tech  Acted as if he was going to install the new camera and left my home abruptly and un alarmed; and the door unlocked leaving me at 66 years old alone and unsecure. When I went to the door about 30 minutes to see if he had installed, I found out that he had left and my door was unlocked un alarmed and without any warning or good bye Ma'm I'll have to come back.  I already live in a high-crime area and without any apologies or anything from the representative nor the business

  
  Thank you for assisting me with this URGENT request.  I need immediate turnaround so that may secure a professional and reliable company to monitor my home.  I live in a high crime area and I just CANNOT afford to stay with this wrongful company based on my age, my personal safety, and the demographics and crime of the community.  I therefore need a company that can quickly and accurately secure my home.  I am also very afraid and feel not safe for them to monitor the safety of my home especially since I have filed a complaint.  I will send this to my local Police Department and authorities of my treatment of Safe Streets and ADT.  They call themselves Safe Streets, they are SAfe Nothing!!! and do not protect the clients safety nor homes!!!
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  02/04/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  DO NOT EVER DEAL WITH THIS COMPANY. When I signed up for service I was not told there was a 3 year commitment. We just kind of skipped over that part. I also did not get a contract until one month later, well after the initial 3 days. Now I'm going to have to pay an attorney to sue them. This is a scam organization, don't let them near your house.

  

  Business response

  02/04/2025

  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.

  Customer response

  02/04/2025

   
  Complaint: 22893904
  
  I am rejecting this response because the sale was made using fraudulent inducement, fraudulent misrepresentation, and deceptive trade/business practices. 
  
  
  
  Sincerely,
  
  ****** *****

  

  Business response

  02/04/2025

  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

  02/06/2025

  The customer was installed on January 14, 2025. As is with every Safestreets customer, the customer was required to sign a contract on the date of install. After reviewing the account, the contract was successfully sent to the customers email, which matches the email on this complaint, on January 14. The customer's situation was escalated to ************************** compliance team earlier this week per the customer's request via phone call to ensure no fraud occurred, but as of now the customer will be held to the terms and conditions of their signed agreement and would be held to any penalties should they choose to cancel as they are outside of their 3 day right of rescission window. If any malpractice is found by Safestreets compliance department, we will inform the customer. 

  Customer response

  02/06/2025

   
  Complaint: 22893904
  
  I am rejecting this response because: I was never advised at the signing of the document that there was a contractual time frame much less 3 years. I also did not receive a copy of the contract until February 3, and only after requesting it. It was only then that I learned of the 3 year obligation. I will seek justice in Magistrate court if State Street refuses to cancel the contract.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  adt installed a home security system. this included doorbell and associated chime. The technician that came home said that he ran out of chimes and that adt will deliver one soon, to be plugged "there", while he pointed to the power outlet. Nothing was delivered. I contacted *** and was told, instead, that I needed to get a new camera plus pay more than was agreed on my monthly fee. In addition, i asked the technician if the existing chime, was working fine, could be used. He said it was not compatible and wanted to disable it. But he was afraid to climb 9 feet in his ladder, so I had to do that (i am 62). i just ask that *** provide a working chime.

  

  Business response

  01/29/2025

  *** has reviewed Mr. ***** account and finds that the installation was performed by an independent authorized ADT dealer, Safe Streets USA. Safe Streets has advised that they have engaged Mr. **** in multiple discussions with multiple offers to resolve, all of which have been declined.
  
  ADT contacted Mr. **** and has advised that it was not a party to the installation and that he will need to work with Safe Streets to reach a resolution.  

  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

  01/31/2025

  The customer was installed on 12/30/24, at that time there was some confusion with the *** who accidentally sold the customer a chime that we no longer sell. ************************** has offered the customer a new ****** doorbell with a ****** mini chime at no cost in lieu of their current doorbell, but the customer rejected the offer due to their monthly fee going up as part of ******'s package. After further speaking with the manager of the customer's area, ************************** can give the customer the new ****** doorbell and chime at no cost and Safestreets will cover the added monthly cost for the customer. The customer's monthly monitoring rate will remain at $59.99 and a Safestreets technician can return and set up the new doorbell if the customer accepts this resolution. If the customer would like to accept this resolution, they can contact Safestreets customer service department at ************ to schedule that appointment. 

  Customer response

  01/31/2025

   
  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

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/25/24 I had a home security system installed. While on site, a safestreets technician left their tools on top of my garage door. After completing work they left. I pulled my car back in to the garage and closed the door, where the tools fell and damaged my vehicle. The technician admitted fault and I caught the incident on the security camera they had just installed. The next day I spoke with a manager at the company who assured me they would pay for the damages and that I was to go out and get it fixed, and send them the bill. Since that conversation, over 60 days ago, the company has done everything it can to not repay the damage that they caused. I gave them a quote and they said it was fine. I went and got the work done and they claimed it was fine. It wasn’t until after I had spent thousands of my own dollars that they couldn’t pay me back. They have flat out ignored emails, customer service has been extremely poor. When speaking to a customer service representative on the phone, they insist that the only way to move forward is to email their compliance department. They do not have a phone number. I have now emailed multiple times to no response. I have called in to customer service and begged for any kind of update to my situation, and I have gotten no response. At this point it appears they are trying to get out of paying for the damages they caused to my vehicle by ignoring me.

  

  Business response

  01/31/2025

  The customer has been in contact with Safestreets' insurance adjustor this week and should have received a general release today. The customer will need to sign and return that form to the adjustor they have been in contact with for the settlement payment. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased three homes in Chandler Tx all on the same street. I was continually contacted by a representative from Safe Street to hook up my homes to alarm systems. I explained several times that our neighborhood did not yet have internet to the homes. Safe streets recommended that I call Via Sat Satellite to install internet so my smart homes could be hooked up to all the bells and whistles. After much pressure from Safe streets, I had Via Sat come to hook up satellite internet. They came, damaged my homes, by drilling through the outside walls, and interior walls. This was unnecessary as the hook ups are present in the attic. In May an installer from Safe Streets came out and hooked up two of the homes, the internet connection was so bad that he did not hook up the third system. He said he would come back at a later date, which he did not. I was sold three systems to the tune of $4617.73. I was never advised that I would be dealing with ADT. I have cancelled two of the accounts due to a sale of one home, the renter in another has other service. I know have another renter that has another service. I no longer need or want anything to do with ADT or Safe streets. I was advised by an ADT customer services representative that Via Sat was not an approved provider to run ADT systems on. When I cancelled Via Sat I was turned over to credit and collections. I have been trying to cancel ADT due to financial difficulties and they are absolutely awful to deal with. I should be paid back for these systems and be able to cancel this last account without penalty. I send a letter to Safe Streets in February of 2024 with no response. I would like to have a resolution and cut ties with ADT. I will never do business with this company ever again.

  

  Business response

  01/28/2025

  The customer had 3 homes installed in May of 2023. There are no records or notes regarding Via Sat Satellite and Safestreets is not affiliated with Via Sat Satellite. The customer is responsible for providing the correct Telecommunication services for the system to function as is outlined by the contract the customer signed. Additionally, there were no attempts made by the customer to inform Safestreets of any issues with the system. The last contact made with the customer was regarding their non-payment and that they were at risk to be placed in collections in January 2024. The customer stated they did not want any further phone calls and to just place them in collections. At this point the customer has been placed with the third party collections agency due to non-payment. Safestreets compliance department has advised that the customer be referred to HDA Collections for any further needs they have. 

• Initial Complaint

  01/14/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My home has been broken into over 10 times since signing a contract with *** Sept 5 2024. They have access to my cameras have altered my system and I have over and again asked for help or a refund and no one is listening. The original contract involves theft of equipment he sold me and I never received. My house has been vandalized and the cameras manipulated and I believe it ismen involved because someone had streamed ******** **** into my tv when my girls were watching Christmas movies the I ky way to shut it off was to unplug it.ny window sensors are always disconnected from the panel. I afraid I'm going to be killed and the police know this. These are sick people that live next door. It started with a tech from vivant and he i believe is involved in hacking the systems.

  

  Business response

  01/13/2025

  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

  01/17/2025

  The customer was installed in September of 2024. During their warranty period, the customer called multiple times informing us of issues and Safestreets each time returned to fix said issue. From the notes on the account, the customer had issues with the camera recordings, but those issues were caused by the customer changing their wifi or router, which would disconnect the camera each time. The customer was also refunded on 12/2/24 for a motion detector that wasn't installed, but all other equipment was installed and was reporting as active, but Safestreets can no longer verify that as the customer has passed their ****** warranty period and Safestreets no longer has access to their account as *** has assumed full responsibility. The additional issues notated in this complaint don't have anything to do with Safestreets as the cameras do not have the capability of allowing access to the television, and Safestreets is not affiliated with ****** in any way. We recommend the Customer call the police if their home has been broken into and vandalized. 

  Customer response

  01/23/2025

   
  Complaint: 22802359
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I transferred my *** service to ** from ******** in July 2024. Since the ** installation, the service provided has been inadequate and not equivalent to my DE service, and is not what was advertised. I was not informed in advanced that the service would be different, until after installation and removal of my existing alarm monitoring. Within 90 days of install, my door bell camera and door lock malfunctioned. I have made more than 5 calls to customer service about my concerns and this has not been resolved. The *** customer service representative says I will have to pay a service fee for someone to come out. I was also told to remove the hardwired door ****, the back of it to reset it. This is not possible, it is screwed into a brick wall with electrical wires *********** house in ** came with an existing smart home features that I could open my front door and garage and ring camera, which I could access from an App on my phone. My house was a new build and the *** representative called me several times for months, to offer me monitoring services as part of a new home special. I was told they were aware of my existing panel, and that this would add monitoring services. When I booked the appt, after they arrived I was then told I would need an upgraded/new panel, this was very confusing. In fact, I then cancelled the appt because I didn't understand why I needed a new panel. Then ADT called me again to schedule the install and reassured me the new panel was needed because of the new features. After the install, I had less features, no garage door access via app and trouble with my doorbell camera and door lock. I am requesting termination of monitoring, and a refund for monthly monitoring services. My equipment is not functioning properly and I am being charged a monthly fee. In addition, the service I did receive is inadequate and provides less automated features than I had prior to ADT removing my existing alarm panel.

  

  Business response

  01/07/2025

  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.

  Customer response

  01/08/2025

   
  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,
  
  ****** *******

  

  Business response

  01/10/2025

  The customer was installed on February 17, 2024, rather than July of 2024. Safestreets received a call from the customer on May 10, 2024, informing us of the issues with the doorbell and the door lock and Safestreets returned to the customer's home on May 13, 2024 and fixed the issue at no cost to the customer. ************************** has not received any further calls from the customer regarding that issue or any other issue. The customer's multiple attempts at fixing the issue are most likely in reference to ADT corporate, who assumes responsibility of the account and any services it needs after 90 days from installation. Safestreets does not have any control over service fees that ADT charges and no longer has access to the customer's system as per ADT's agreement and partnership with Safestreets. Additionally, Safestreets did not receive any complaints from the customer within the ********************************************************** features from their previous system to new system. The service appointment to change the panel/system for the customer was also most likely done through ADT corporate as Safestreets last visited the customer's home in May of 2024, as mentioned above, to fix the doorbell and door lock. Any complaints the customer has should be directed to ADT corporate rather than Safestreets and the customer should contact them for any possible solutions. 

  Customer response

  01/17/2025

   
  Complaint: 22774656
  
  I am rejecting this response because: Safestreet has not accurately depicted their role in this non-functioning alarm system that was installed.  The Safestreet people called me multiple times, and last call me within the last 30 days regarding my past due bill, and is aware of the ongoing problems with the system.  I informed them that I needed service, and they stated it would be a $30 fee to send someone out to fix it.  I gave them details on the ongoing malfunctioning issues, and that I can not access the features from the *****   ********** is also the company that stated my original installed monitoring system (my new house had alarm panel, electronic front door lock, front doorbell camera, wifi access to my thermostat and garage door), they were adding security monitoring to the existing system.  I was never told that they would put in new doorbell camera, new wall panel, and lose APP access to the garage door and thermometer.  After the installation of the new equipment, which I questioned at the time of install.  I was told I needed the new updated equipment, then after installation was informed that it worked on 2 different APPs to control the system, and that my garage door and thermostat was not accessible. Since the install, the doorbell camera went offline and the front door lock.    As for the date they returned to my home, it was to complete the installation of my front door lock, which was not completed at the time of the original install because they did not have a door lock for me.  My builder then provided a new electronic door lock, and I called them after it was installed so it could be connected for monitoring services.  

  Safestreet misrepresented their product from the beginning, and now will not stand behind fixing the offline issues. Instead they are asking me to pay additional money for a service that does not work, and has continued to charge me a monthly service fee on a produce that is not working.  

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

• Initial Complaint

  01/05/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to ADT webstite to signup for ADT-safe street called me like 20 times to sell me and install-sales and installer were seperate; they sold me a product and then sold something else when the installer arrived; they told me that only contracted companies can install and ADT does not install directly; they told me I would have all in one product as advertised on ADT webstite (basically ADT plus which controls alarm/cameras all in one). They partially installed ADT control (an older product). I cancelled as soon as possible within a few days; could not contact any manager and no one would call me back; after days/hours on the phone I filed a complaint with them and asked to cancel again which they are still reviewing, but they are purposefully not cancelling hoping I would just keep their inferior product/install that is not even done. In the meantime I paid full price already for a partially intalled system; paying fiull price monthly rate, and don't even have the equipment that I purchased. Never received rebate form they promised too. This company is falsely advertising and reeling customers in. When I finally contacted ADT directly they agreed that their was an issue with how it was sold and paritally installed.

  

  Business response

  01/09/2025

  The customer was installed on 12/4/24. Per the agreement signed on that date by the customer, the customer agreed to the terms of a 3 day right of rescission period where they would be able to cancel without penalty. This right of rescission window begins the day the panel is plugged in. The customer did not call in to cancel until 12/10/24, due to being unhappy with the prices. Due to them calling outside of the 3 day window outlined in their agreement, the customer would be held to the terms of the contract and would need to pay off the balance in order to cancel. Regarding the customers claims of Safestreets stating that the customer could not go through ADT directly, the customer's recorded sales call was reviewed where Safestreets explained the partnership between Safestreets and ADT, but at no point did Safestreets tell the customer they could not purchase their system through ADT directly. Additionally, the ADT plus app was also not mentioned during the sales call. As for the customer not having received some of the equipment, a technician was scheduled to install the remainder of the equipment on 12/13/24, but the customer did not let the technician finish the installation as they wanted to cancel instead. A form has also been re-emailed to the customer for the rebate they were promised. The customer can continue with the cancellation process and owe the early termination fee, or if the customer chooses to keep the system, Safestreets will again schedule a technician to return to the customer's home and finish installing the equipment. 

  Customer response

  01/17/2025

   
  
  Complaint: 22771603
  
  I am rejecting this response for the following reasons
  1. This business operates maliciously to defraud and deceit customers and there are no reasonable built-in consumer protections, so customers are trapped to work with them.  I will outline the steps that this company took to do deceive me.
  -First a customer like me fills out a form on the official ADT website to initiate ADT to contact them for a quote/possibly setup for services.  
  -My sister works for ADT, and if ADT called me back a representative would have arranged for a technician to review my house and give a proposal in person first before any installation would take place.  I would have time to review the proposal and it would be installed.  *** uses the latest equipment the company carried including their current latest system, a one app solution called ADP plus for camera, alarm, etc... interface/use.
  -SafeStreets intercepted the communication meant for ADT and spam called me 15 times or more until I finally picked up.  The salesman said they are not ADT but install for them.  He did say ADT ONLY uses third party *********s. He did clearly imply ADT did not do their own installations/sales (clearly this line is meant to confuse customers-in no way did the salesman make clear that you can call ADT and they can give quotes and install directly.  This question was asked, but the salesmen are trained to deceit the customer here and go in a roundabout manner to deceive the customer here.  So basically, they are lying.  The salesman on the phone quotes you a price after you review the house and what the customer wants.  He quoted me around $2500.  
  -SafeStreets sales representative implied that you can view/use cameras and alarm all on one app, which is called ADT plus.  He may not have stated ADT plus but this was clearly implied as to what would be installed as a one app solution.  I was looking at the *** website when talking to this representative, and the sales *** said they could do all in one app.  I told him I wanted to simplify our current camera/alarm system for my wife with one app.  When I found out that this was not possible on the weekend following the install when I was home to review the system, I called the sales representative the next business day several times, and he said several times he didn't know why its not on one app, but should be.  He said call technical service.  This again was meant to deceive the customer and strong them along.  I did not think the salesman was available on the weekend to call to discuss what he sold was not what was installed.  I did the research on my own on Monday and found that ADT control, which was the system installed could not view the cameras that were to be installed.  I called SafeStreets on Monday and talked to a few more staff and they were confused why it could not work on one app.  I finally got a hold of someone at the company that was more knowledgeable and they said you need ADT plus for a one app solition, and they do not do not install this.  So many of Safestreets staff lied including the main sales agent or just were purposely not trained on what they sell so this is more deceit.
  -SafeStreets sent an ********* who then comes to house and reviews your current system if you have one.  The salemen/technician wasn't a bad person, but did upsell at the end and started installing without allowing me to fully review all the prices and what he was installing.  He then asks for me to sign.  ********** does not use the latest ADT equipment and this is not disclosed to the customer.  They install old equipment and use an older system.  The salesmen/********* did not fully explain the capabilities of the system and clarify you would need tow apps including using ****** home to use the system.  This is again deceitful and fraudulent.  I had guardian-vintage previously and talked to ADT technician/sales directly and they said that was a malicious practice and deceitful as they want to push the customer to get them on the hook, activate, and leave so they can close the deal.  ADT and Guardian both said they would never practice like this.  They have the customer fully review the sales quote and system and install on another day after they have full understanding of the capabilities of the app. 
  -SafeStreets ********* left with partial system installed.  No cameras, not a fully working ****** hub to view cameras, no siren, and no co2/smoke detectors that were purchase.  He opened the cameras and hub and asked me to activate them, which I clearly did not know how to do.  The ****** equipment was left without installation sitting on my kitchen counter.  My wifes code and profile to the alarm system and access to the system would not work that day and still do not.  The technician could not figure out why it would not work and said call an ADT technician and left on Wednesday evening.  The system was partially installed, and my wife had no access to the app or system from her phone.  We did not know how to fully use the partially installed system when the technician left and my wife had no access.  As both working retired military family, we had work the next 2 days.  The weekend comes, and we still can't figure out the system as the technician left after activation but not after it was fully shown and activated for the family to use.  We figured out over the weekend that this system (ADP Control) is not what we were sold as a one app solution.  I called many times on Monday to clarify things and eventually ask to cancel as this was not a system we had been implicitly sold or expected.  They said they could not cancel as 3 days passed on a system that was not fully installed.  A normal company would not count the weekend as days to cancel and would fully acknowledge the a good majority of equipment was not installed and installation was not complete as per the contract.  Again, this is purposefully done so it pins the customer with no choice to go with this fraudulent company.  It was within 3 business days.  Any other company would side by the customer and give a refund and cancel, but not a company trained to deceive customers and only care about making money.
  -Safestreets alleges I did not want to pay so much for the system.  This is another lie.  I like any customer do not like getting ripped off.  I live in a very expensive neighborhood and would happily pay up for quality items I install or buy for my house.  This company does not sell a product and back it up.  The quoted amount form this second ********* was two times what they quoted me.  They quoted me around $2500 ish by phone and proposed a system over $5,000.  So yes, like any normal person I thought it was high from what I was initially told over the phone.  Their pricing can be higher than going with ADT directly.  They also promised a $100 dollar gift card on the sales call and then never sent that information until several weeks later after multiple calls.  This again is designed so the customer forgets.
  -************************** review process to support their customer is clear deceitful and not worth the time.  I ask to cancel in a reasonable time frame for a partially installed system, but of course after their review they only find the customer at fault.  This was not an impartial and biased review and clearly designed not to support the customer. The company write contracts and practice in such a manner selling older equipment to pin customers so they cannot cancel.  This is clearly a red flag for a company who should not be backed by the better business bureau.  A normal reputable company would just cancel the system and take their equipment back and allow the customer to cancel.  ADT would never practice this way.    I talked to ADT directly and told them this entire story and they felt sorry for me and said I was deceived.  ADTs reputation is hurt by working with this company that installs some of their products. 
  -I have never worked with a company as bad as this company before in my life, and I would urge anyone out there to make sure you go directly with ADT and never use a third party ********* like Safestreets.  Clearly other customers out there have been defrauded.  I would not be surprised if they were a class action lawsuit against them soon.  I would participate in that lawsuit no matter how. much of my time it took.  
  
  Sincerely,
  
  ****** *****

  COL (Ret) US Army

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is awful. I was misinformed by the salesperson who originally installed at a house I was renting. They went door to door on my street selling their products/services, and the salesman even went as far as telling me a child was kidnapped just down the street and itd be in my best interest to get a system (contacted local PD and no child was kidnapped!!!!)I signed up, and had a great experience at first at my rent house. I then bought a home, and they had equipment shipped to my new home and the equipment was from *********, though the rent house had brand new equipment? I then get a new ADT system through ********* and was even told ********* will buy me out of the SafeStreets contract. I have tried cancelling, offering the buy out and everything and keep getting lied to and given the run around. When it comes to a complaint or cancelling, they transfer you to someone that can help, but no one answers and was told no one could help me. They tell me I owe over $200, but when I called to cancel I paid almost $300 of the past due balance just to get someone to speak to me! They took my money, and still state I owe more and I will NOT be paying them. This is the most frustrating thing Ive ever had to deal with. These people are SCAMMERS!!!

  

  Business response

  12/30/2024

  It seems that this complaint should be directed towards Safe Haven rather than Safestreets if they promised to buy the customer out and failed to live up to that promise. The customer was installed on 7/25/24 and signed an agreement for 3 years of service. The contract outlines a 3 day right of rescission period where the customer can cancel without penalty. The customer did not call in during that 3 day right of rescission period and therefore will be held to the penalties in the contract if they decide to cancel. The customer also completed a recorded welcome call stating they were the homeowner of their previous address. Regarding the $200-$500 the customer is stating they had to pay, ************************** has not collected any payments from the customer since they were installed on 7/25/24. Those payments were most likely charged by *** corporate due to the fact that the customer is still paying for the system at their previous address, since ADT did not go through the proper channels to move the system. Safestreets has not received any calls from the customer regarding moving their system and currently has the system listed at an address that is different from the address listed on this complaint. If the customer was moved by ********** or *** corporate to a different location, they would still be held responsible for the agreement they signed at their previous address and would owe the early termination fee. 
  

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept, 2024 ADT sent a man to install a security system in our home. He arrived in an ADT van and we proceeded to allow him to install a system in our home. He drilled 2 unnecessary holes in an upstairs closet, scarred a double door to our balcony and busted through our attic sheet rock. I have contacted ADT and Safe streets, a contractor for ADT and they refuse to come see the damage Lamark Y**** did to our home. He did a couple thousand dollars worth of damage to our home and denies he did it. ADT refuses to even come access the damage because L Y**** denies he did it. It is so obvious and I have probably called 50 times to try to resolve this. Please help this American consumer!

  

  Business response

  12/27/2024

  We had spoken with Mrs. **** yesterday, 12/26/2024, before this concern was sent to the BBB. We had sent over her complaint to our authorized dealer that had installed the system, Safe Streets, on 9/17/2024. The management team at Safe Streets indicated that the damage Mrs. **** alleged the installer caused, was done before the installation had occurred.
  
  Since this was done by an authorized dealer and not ADT directly, we would be unable to file a damage claim through our insurance and our technician would not be able to assess the damage as ADT was not there for the original installation. We apologized to Mrs. ****, and she had advised us she would seek legal counsel regarding this.

  Customer response

  12/28/2024

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

  Customer response

  12/30/2024

  I have pictures and proof the damage was done by their authorized contact. The person in an ADT van, had ADT signs and windows decals. There is no way to dispute what he did as it is very obvious where their wires run and where he split the sheet rock in our garage, among other things. Plus ADT gave me a credit of ove $200 for some reason. All i have asked is for them to come and review the work done. 

  

  Business response

  01/06/2025

  This customer's claim was submitted to the area manager and Safestreets compliance department who were unable to verify these damage claims as being caused by Safestreets technician. If the customer has evidence to support that the damage was caused by Safestreets technician, including photos prior to and after the technician worked at the home with time stamps, the claims can be reassessed. The customer can email that evidence to ********************************. Until further evidence is provided, Safestreets will not be able to provide any reimbursement for these damages as Safestreets technician is stating it was not caused by them and there has not been any evidence provided that would prove otherwise.  

  Customer response

  01/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: upon inspection by a senior technician has noted the major damage by Lamark Y****, ADT will be correcting and addressing the damage caused by Safe Streets. We are being handled by the corporate ADT office. SafeStreets has been very inappropriate in their attention to our problems.
  
  Sincerely,
  
  ***** ****

*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. ↩