Complaints

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to share a troubling experience I had with your alarm system shortly after moving into my new home, purchased in December. I am a disabled veteran with severe anxiety and trauma-related issues, and the events caused by your faulty system have left me emotionally and financially strained. Not long after I had my ADT/Safe Street alarm system installed, it malfunctioned. It displayed a “Wi-Fi Critical” error message, accompanied by a countdown and persistent beeping. As someone who lives alone and struggles with anxiety, I panicked, fearing the system would alert authorities and result in charges I couldn’t afford. In my distress, I contacted both ADT/Safe Street and my internet provider. I was instructed to disconnect the Wi-Fi, turn off my entire home’s breaker box, and troubleshoot on my own—all while the system continued beeping and counting down. Overwhelmed, I pressed the “Personal” emergency button, hoping for help.Unfortunately, emergency responders still arrived. Despite explaining my health conditions and the panic attack I was experiencing, the situation escalated when a Hispanic police officer insisted I leave with them. I explained I needed time to calm down and asked in English and Spanish to be taken to a VA hospital if further care was needed. Instead, I was forcibly handcuffed and taken to a facility called “ED,” resembling a psychiatric institution.I was held there for two days until my brother, also a veteran, secured my release. The ordeal was traumatic, worsening my health conditions and leaving me distraught. When I returned home, I called to cancel the alarm system, as I could no longer trust it. I was then told I owed a $1,850 cancellation fee because I didn’t cancel within three days of installation. This fee has left me financially burdened, unable to afford holiday gifts, and questioning the ethics of your practices. As a disabled veteran who trusted ADT/Safe Street for safety in my new home, this experience has been devastating.

  

  Business response

  12/23/2024

  While unfortunate, this complaint sounds like it has more to do with the customer's situation rather than any faults of Safestreets. Safestreets is not responsible for the customer's wifi that caused the initial issue, and the customer selecting personal emergency button is what called for emergency responders, which is what the system is designed to do when emergency options are selected. The customer will be held to the agreement that they signed and will be responsible for the early termination fee if they choose to cancel as they did not contact Safestreets within their 3 day right of rescission period desiring to cancel. 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business installed an alarm system over a year and it has not worked since the day of installation, I have called to tell them they could come and pick up their equipment but they refused. I have contacted AD&T (who authorized company & equipment is owned by) and they sent out a technician, who has advised me that it is not compatible with the internet that I have in my area, which was never told to me by Safe Streets USA who installed it. Now they are expecting me to pay for a service that I cannot use.

  

  Business response

  12/12/2024

  The customer was installed on 8/8/2023. The contractual agreement signed by the customer on that date of install outlines the cancellation policy giving the customer a 3 day right of rescission period to cancel without penalty. The customer did not call to cancel during that time, so they would be held to the terms of the contract if they decided to cancel. Additionally, the customer assumed all responsibility for wifi connectivity when they signed the broadband rider portion of the contract. At this point the customer has been placed with a third party collections agency due to non-payment and the customer will need to reach out, or be referred, to that agency moving forward as has been advised by Safestreets compliance department. 

• Initial Complaint

  11/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for *** in June 2024 with first month free. Started paying monthly in the amount of ***** on July 30 up until now. I have called numerous times wanting to cancel before my sixth month period is up with no fees due to faulty equipment. Doorbell not ringing inside, camera not working at all times, door not latching correctly so came home to find my door wide open all day with no alerts whatsoever. They put the contract in my maiden name for some reason. I have been calling almost every week since July with NO RESOLUTION.

  

  Business response

  11/21/2024

  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

  11/26/2024

  The customer was installed on July 30, 2024. Every customer is given a 3 day right of rescission period where they are able to cancel without penalty, as outlined in the contract every customer signs. Our compliance team investigated the account and found that there was no evidence of fraud and that the customer completed a recorded welcome call where they verified their identity and that they understood the length of the contract would be *************************************** to cancel during that 3 day right of rescission period, and would therefore be held to having to pay off the balance of the contract to cancel. The 6 month guarantee offered by *** applies to accounts where multiple service appointments have unsuccessfully fixed the same issue. Safestreets only serviced the customer's system one time during their warranty period, making the 6 month guarantee inapplicable in this situation. Since the customer is now past their warranty period, they would need to contact *** to have them attempt to service the equipment and determine if it is faulty. However, after looking over the account, one of the main issues the customer has had was that their doorbell does not ring inside the home, which could be fixed by adding an additional piece of equipment. In an attempt to help provide the customer with a better experience, ************************** would be willing to give the customer that additional piece of equipment at no cost. The customer can schedule the appointment to receive that piece of equipment by calling in to Safestreets customer service department at ************. 

  Customer response

  11/26/2024

   
  Complaint: 22583004
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Safe Streets (and ADT) regarding deceptive advertising, unfulfilled service agreements, and poor customer service. Below is a summary of my experience: Initial Agreement: On 4/13/2023, a Safe Streets sales representative named Joseph visited my home and promised to lower my monthly Cox internet bill while providing an ADT armed system. He assured me that the total bill, combining Cox and ADT, would not exceed my current Cox bill, which was $120 per month. Service Installation: I agreed to the deal and had the ADT system installed. However, after two months, I noticed that my Cox bill remained unchanged and I received an additional charge of $63.99 from ADT. This was contrary to the terms of the deal. Attempts to Resolve: I contacted Safe Streets customer service multiple times. They assured me it would take three billing cycles for the deal to reflect on my Cox bill. Despite following up, no change was made. Safe Streets then informed me that the agreement was made through a third-party company called Alpha Marketing Strategies, and I was instructed to contact them directly. Alpha Marketing's Lack of Action: I reached out to Alpha Marketing Strategies, but they did not resolve the issue either. I was then informed by Safe Streets that they no longer work with Alpha Marketing and could not assist me further because my contract had surpassed its one-year term. The matter was transferred to ADT. ADT's Response: ADT informed me that I could cancel the contract, but I would need to pay 75% of the remaining contract balance, which amounts to $750. Current Situation: I am now paying $120 for my Cox bill and $63.99 for ADT, a total of $183.99 per month, which is far above the $120 per month I was promised. Despite my repeated attempts to resolve the matter with both Safe Streets and ADT, no satisfactory solution has been provided.

  

  Business response

  11/22/2024

  The customer's complaint is directed toward a company that Safestreets used to have association with, Alpha Marketing Strategies. Alpha Marketing Strategies had various partnerships in place with telecom service companies and Safestreets to form a bundled offer for customers, but Safestreets only supplied the security system portion of that bundle and does not have any affiliation with the telecom service portions. The customer will need to reach out to Alpha Marketing Strategies at ###-###-#### to resolve any concerns or issues regarding the telecom services as Safestreets is no longer affiliated with Alpha Marketing. As for cancelling the security portion, Safestreets is an authorized provider of ADT, as part of our partnership with ADT, we install accounts for ADT, and handle cancellations for the first year after install. The customer was installed in April of 2023 and has passed that time period where Safestreets would have access to the customer's account and assist in cancellation. The customer will need to contact ADT at ###-###-#### for any cancellation questions. 

  Customer response

  11/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:Thank you for your explanation regarding Safestreets’ limited role in the bundled offer and the clarification about your affiliation with Alpha Marketing Strategies. However, I am not satisfied with this response for the following reasons:
  1.Lack of Initial Clarity: At the time of installation, it was not made clear that Safestreets’ responsibility would be limited to only the security portion of the bundle or that Alpha Marketing Strategies managed the telecom services. This lack of transparency has caused confusion and inconvenience.
  2.Difficulty in Resolving Issues: While I understand that Safestreets is no longer affiliated with Alpha Marketing Strategies, I am left in a difficult position of having to resolve telecom-related issues independently. As a customer, I expected a more seamless resolution process for all bundled services.
  3.Cancellation Process: Since Safestreets handled my account initially, I believe more direct assistance in facilitating the cancellation process with ADT would be reasonable, even if it is beyond the one-year period.
  
  
  I am requesting that Safestreets provide further support in ensuring my concerns are appropriately addressed, whether by coordinating with Alpha Marketing Strategies or assisting in the transition to ADT for account management.
  
  
  
  ******* ******

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: November 1, 2024 Amount Paid: $100 Location: ****, ** Details of Complaint:I purchased a home, and SafeStreet was the preferred vendor for installing a Skybell camera doorbell. We use our builders app, MConnect, to access and manage our security system, and everything was functioning correctly until mid-October 2024, when the doorbell no longer appeared in the MConnect app.We contacted **********, and they informed us that a technician would need to visit to resolve the issue, with a charge of $100 for the service. We agreed to this.The following day, a technician arrived and, after a brief inspection, told us that we needed to download a separate app because the doorbell company was no longer sharing data with the MConnect app. After downloading the recommended app, the process to reconnect the doorbell was quick and straightforward.However, I find it unreasonable that we were charged $100 for the technician's visit, as there was no technical work performed. ********** could have easily informed us over the phone that a different app was needed, saving us both time and money. This situation feels like an unnecessary attempt to charge customers for a simple fix that could have been communicated upfront.I am requesting a review of this charge and a resolution of the matter.

  

  Business response

  11/15/2024

  As was explained to the customer in a separate email thread from our customer concerns department, due to recent policy changes within Skybell, we have been limited in what we are able to fix remotely. The customer has been installed since 2022 and has since passed the time period for the manufacturers warranty on their system given to ******** customers through **************************. Any visit, regardless of the amount of work needed, is subject to the $100 service fee used to pay our technicians for their travel and time.

  Customer response

  11/18/2024

   
  Complaint: 22557916
  
  I am rejecting this response because the sending technician was not required to fix the issue. I could have been told to download skybell app and setup the doorbell which would have saved me $100 and it would have saved technician's time
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am paying $9 extra per month for 24/7 camera service that I am not receiving and the company refuses to refund the money Ive spent on this service and they are also refusing to drop the $9 monthly charge

  

  Business response

  11/12/2024

  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

  11/15/2024

  The customer's package should include the 24/7 recording, with a history of up to 3 days automatically saved. However, the customer passed their 90 day warranty, during which no calls were made by the customer to ************************** regarding this issue. Due to this, and the terms outlined in the customer's agreement, all technical issues will need to be addressed through *** directly as they now have assumed responsibility for all system needs outside of cancellation. Safestreets would not be able to offer a refund in this scenario as during the time where we had access to the system, no issues were brought to our attention. The customer will need to speak with *** directly about having someone fix the recording issues or about potentially receiving any refund. 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 3, 2024 Safe Streets installed an ADT security system at my brother's house in ********** AZ. I am his POA. He has ********************** and cannot even sign his own name. They installed the system and charged him $5,434.49 on his credit card. Left NO invoice or paperwork for their "service". NO training, he would not comprehend anyway, this is OBVIOUS! I regard this as criminal and plan to pursue it unless refunded entirely.

  

  Business response

  11/04/2024

  If the customer can provide the *** documentation as well as the medical documentation for the dementia and ***********, then this will be escalated to our compliance department to review. That documentation can either be attached to this complaint or emailed to *****************************************

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got ADT through Safestreets USA LLC back in 01/2024 i had them at my old home for security systems. I had them for about 7 to 8 months long before i had any hick ups . I recently moved in to my new home and had the\m transfer services this is when everything started to go down hill, i moved in 09/2024. My old account was closed and new one was opened which was not what they told me would happen. I then tried to pay my bill threw ADT app and my email won't work so i called them and they told me the i needed to go though safesteet so i did . when speaking customer service reps they were very confused with my account and could not find my new one . The next week i called again to try and get help and with out pulling me up the gentlemen on the phone stated they would send me a email for me to get access to my billing never happened . As of today 10/10/2024 one month later i called to see i could get help and they transferred me about 3 time until i asked to be transferred to a manger to get help to cancel my services due to the lack of customer service they have. The cancelation rep came on the phone and stated he could try and work with me a reimburse me with 1 month of payment and that safestreet goes threw a 3rd party payment center which noone has ever reached out to me and told me about . so i told him this is where the lack of communication for customers come in how was i suppose to know where to pay and i let him know i don't want to deal with the lack of customer service i let him know i would feel much better if i could just cancel . He stated that i would be charged a 75% fee to cancel that came out to about 1000 something . I then explained to him that i didn't feel like it was my fault to have to cancel due to the lack of help i received in past month and he said it was policy and that i would have to pay in order to cancel . I am unable to view my past payment due to not having access to the app anymore I pay $65 a month .

  

  Business response

  10/15/2024

  The customer was a relocated customer from her previous service. Her new account was set up as a Safestreets monitored account rather than an ADT monitored account and her billing was to be done through Safestreets instead of ADT as well. The customer should have received an email to help her view her billing and see her upcoming payments, but since they have not thier situation has been forwarded to an account specialist who will be able to assist them in viewing their account. The customer will be receiving a call to assist. However, per the agreement signed by every customer, they were given a 3 day right of rescission period to cancel without penalty. Since that timeframe has passed, the customer will be held to the terms of the contract and be required to pay the early termination fee if they choose to cancel. 

  Customer response

  10/16/2024

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

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 3, a representative by the name of ****** with Safe Streets sold an alarm system replacing the system I had with Vivint which included the door lock and doorbell camera. ****** advised me that was no problem that we could have the same service with ADT. They installed the door lock and doorbell camera. Several people had come to our home and stated we did not respond, we were home. After being told so many times, we decided to test the doorbell and the doorbell was ringing on the outside but not in the inside. The only way could know someone was at the door was by our cell phone. We were not told that the doorbell would no longer work on the inside. We are 74 years of age and my husband doesn't use Technology as I do, I am still working so he is home alone during the day. I called ADT and they transferred me to Safe Streets and the representative told me to call an electrician to see if the doorbell was installed correctly, I advised him that I would not pay an electrician to take care of something that they installed. He told me that another alternative was to have a chime installed and it would cost me $100.00. I told him that our doorbell should have been working when the installer left because we had a doorbell and was told we could have he exact same service. I asked him to waive the charge for the chime, he stated he could not do that. I advised him that I would take this to another level, he told me to have a nice day and hung up the phone. I would like for the company to return and install the chime so my doorbell will work again. The cost of an electrician would be much higher and with a company this size they should not have salespersons taking advantage of customers with deceptive sales tactics. It never occurred to me that a company would install a doorbell and it would not work on the inside of the home. At our age, we need a doorbell because it is very frustrating to not know when someone is at your door. We don't have our phones on 24/7.

  

  Business response

  10/08/2024

  As is stated in the agreement signed by every customer, it is usually the customer's responsibility to ensure they have the correct equipment in their home, such as the correct doorbell transformer, for their security system to operate. However, to provide the customer with a better experience moving forward, Safestreets will be providing the customer with a google mini at no cost so they will be able to hear their doorbell inside of their home. A representative will be reaching out to the customer to assist them in getting an appointment scheduled to have that equipment delivered and set up. 

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22388534, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shirley Cherry

• Initial Complaint

  09/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On September 19, 2024 SafeStreets, ADT entered my father's residence, ***** ******** ********************************* to install a new security system. My father allowed the system to be installed b/c the sales representative told him he was no longer under contract w/ his current security ************* are out of business. Which was not the case. After calling his current security company, ********, I found out he still has a year left on his contract. When I informed the installer of that, that stated there was nothing they could do b/c my dad signed a contract w/ them. Since the sales representative convinced my dad his old system was out of business, my dad signed w/ SafeStreets, & is now under two contracts. SafeStreets is refusing to let my dad out of his contract, even though, he's only been in contract for 7 ************ representative provided false information to my father. This is unethical on so many levels. My hope is you can assist in getting my father out of his contract w/ SafeStreets. I should also mention my father is elderly (75) & legally blind.

  

  Business response

  09/27/2024

  Every customer is given a 3 day right of rescission period where they can cancel without penalty. This is outlined in the agreement the customer signed when they were installed. Additionally, every customer is responsible for cancelling any previous contracts with other security systems if they choose to sign up with Safestreets and ADT. The customer completed a recorded welcome call where they stated they did not have another security system in their home. Considering these factors the customer would normally be held liable for their contract as it is their responsibility to read the terms and cancel before 3 days had passed, as well as it is their responsibility to do their own due diligence in cancelling their previous contract. However, due to the claims of the representative misleading the customer regarding their previous company, this situation has been escalated to our compliance department for further review. If it's found there were improper claims or actions made, further options can be discussed with the customer regarding their contract. 

  Customer response

  09/28/2024

   
  Complaint: 22346221
  
  I am rejecting this response because:

  A few reasons.  You stated the 3 day right of rescission period is outlined in the agreement, however, my father is legally blind & therefore can't read the agreement.  Which means, he once again would have to rely on the information from the sales ***resentative.  On the day of installation, 2 gentlemen were there, I expressed my concern about them being there - they too stated my father isn't in a contract w/ a security system, told me there was no working number, etc.  Neither my father nor I have any idea what's going on w/ the security system b/c it was stuff my mother handled (due to my dad's disability) and she passed away in 2022.  I sent a text to my sister, asking for her assistance, in which she stated due to you disabling his current system, she received a "panic call" from the current security provider & provided me w/ their phone number.  I then contacted his current security provider & that's when we found out he was in a contract until September 2025.  When I informed installer **** of this, he stated the company is lying, he couldn't be in a contract, & even if he was it was too late b/c he already signed a contract w/ you.  Therefore, my father AND I were both told false information from YOUR ***resentatives.  It was clear ethics didn't take top priority, but rather a sale.  I can honestly say I've never worked w/ a company whose sales ***resentatives bad mouth competition as poorly as those we worked w/ from yours.  Once I got time, I dug into this further, & found out we do in fact have the contract I told the installer we have, The company wasn't in fact "lying" as the sales ***resentative suggested.  

  You state "every customer is responsible for canceling previous contracts", well explain to me how a blind man, who has zero knowledge of his security system due to the loss of his wife, is supposed to cancel a contract YOUR sales ***resentative told him he DIDN'T have?  This is unethical on so many levels.  They totally took advantage of his disability.  My father couldn't see to verify any of this, his only option was to rely on the information provided by your sales ***.  Then you state you have a recorded "Welcome" message of my father stating he didn't have a security system.  I'm sure you do.  B/c at the time he was under the impression he didn't, once again, b/c your sales *** told him he didn't!  

  With regards to your comments about due diligence on his current system or reading your contract.  Again, legally blind, so those options don't apply to him.  And I guess what I want to know, is when I found out we had a contract until September, why didn't anyone tell ME - someone of sound, mind & body - there was a 3-day period?  I have yet to even see the contract.  Which I have asked for b/c my Dad is under the impression he didn't sign one.  

  What this boils down to, is I feel my father was truly taken advantage of due to his disability & the fact he's elderly.  He isn't capable of doing things as a normal person would.  He has to rely on others for everything.  I understand you have your "rules" or whatever, but due to his disability I don't feel they apply in this case. Especially since the ***resentative was acting unethically. Our family has been through a lot trying to get things in order since my mother passed, and we are learning each day things Dad doesn't know b/c Mom is gone.  Learning each day what Dad can/can't do while we work to keep him living in his home.  I'm simply asking you do the right thing.  Due to his disability, the unethical behavior of the ***resentative & installers, please cancel this contract.  Not to mention, we haven't been in contracts for months, you are talking about 6 days. If you refuse to cancel this contract, please at least buyout his contract w/ the other security system.  My father shouldn't be stuck in two contracts b/c he believed the word of a salesmen.  
  
  Sincerely,
  
  ******* ********

  

  Business response

  10/01/2024

  As stated previously, the customer's situation has been escalated to our compliance department. They will review the customer's account to determine if malpractice or unethical behavior had taken place. If documentation could be provided to verify the customer is legally blind and unable to make decisions for themselves, that would assist in their review. That documentation can be sent to ************************************** or attached to this complaint. Additionally, the contract can be sent via email if the customer would be able to provide the email address they would like it to be sent to. 

  Customer response

  10/10/2024

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

   

  Good Afternoon, 

  
  

  Im asking for complaint #******** to be re-open. Unfortunately I didnt see their response email. 

  
  

  Id like the complaint reopened b/c they are wanting documentation to show my Dad is legally blind. Which I will get. But also b/c they keep telling us we are in a contract, but yet, no one can seem to find the signed contract. Not to mention my Dad didnt sign any DocuSign emails they sent. And my father stated they came back the day after partial install & asked him to sign a contract on their phone, however he refused b/c the install wasnt complete. If there is a signed contract please attach. 

  
  

  Thank you for your help. 
  

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

  

  Business response

  10/10/2024

  A copy of the contract was sent yesterday to the customer's email we have on file. If the customer did not receive it, they should contact our customer service department at ************ and it can be emailed again. As stated previously, medical documentation is needed for our compliance department to complete its review of the customer's situation. That can either be emailed to ************************************** or attached in this complaint. 

*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. ↩