ComplaintsforSafe Streets USA, LLC

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about the 26th day of April a guy came to my home stating he was c from ADT and wanted to discuss some home alarms. We saw something we liked and began the purchase process. After it was installed we noticed the products were inferior and we called the next day for them to uninstall the system, no money was involved at the time so we didn't need a refund.Later I discovered my account was charged $69.99 which we never discussed. I've been trying to get my money refunded every since only to hear lie after lie when I call with the latest being my check is in the mail and I will receive it in 3 to 6 weeks!I believe this company is fraudulent because I've got nothing but the run around the numerous times I've called and I found out they are not ADT after misrepresenting themselves as ADT.In conclusion I want my money immediately and I don't want anyone else to be duped by this fraudulent company.

  Business response

  06/21/2024

  The problem was that instead of ADT, who had charged the customer $69.99 for the monitoring, refunding the customer back directly, they sent the money to us at SafeStreets. This resulted in us being forced to send a check since we did not run the charge, we cannot refund a charge we didn't make. We do apologize to the customer that it has taken so long to get their money back, ADT also takes 30 days to cancel an account so they money wasn't sent to us until 30 days after the cancellation. The rebate has been processed and accounting is making out the check now to mail to the customer. We apologize again for any inconvenience the delay has caused. 

  Customer response

  06/21/2024

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Fraudulent contract and fraudulent representation of contract with Spectrum Telecom Services

  Business response

  05/30/2024

  SafeStreets is in no way affiliated with any telecom services or Alpha Marketing Strategies who set up the customers account. They may call in to our customer service line at ###-###-#### and the agents can help with what they can regarding ADT Security services, but besides that we are unable to assist. Our customer care number is ###-###-####. 

  Customer response

  06/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  SafeStreets USA and ADT have refused to resolve the issue. I canceled the account due to fraudulent marketing, the salesperson advised me that my telecom bill would be reduced to $45 per month, which SafeStreets has now confirmed that since they don’t work/contract with Spectrum, SafeStreets can’t control or reduce the Spectrum monthly charge, therefore, their salesperson/SafeStreets is false advertising for Spectrum.  The contract is based on fraudulent sales and advertising, therefore, nullifying any contract based on false information/fraud.  In addition, SafeStreets is refusing to cancel without charges in excess of $700.00. SafeStreets is refusing to send a technician to pick up the ADT components and ADT has the same stance.
  Sincerely,
  
  ******* & ***** ******

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint on SafeStreets about 2-3 weeks ago about there billing practices and their customer service. I have now began to receive phone calls from SafeStreets and no one says anything they just hold the phone. The last one I received today. As I checked in the box I would like a call from ****************************************** To see if this issue can be resolved.

  Business response

  05/29/2024

  This has been escalated to a collections supervisor who can make sure that the customer isnt receiving those calls with no one speaking on the other end. We do not have any automated calling system so it is likely that an agent called the customer and there was a connection issue. The supervisor and department has been made aware that the customer is expecting a call to address the balance. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company told me that they could upgrade my present ADT systrm with the equipment that I already had in my home. They told me that I could continue with my already hardwired system. This is not the case after reading the contract that they made me sign, it says that I have to have the internet. Which I did not want to have. Then the system was installed improperly. After 5 attempts,finally they did the install however, the censors are not working. The motion censors are sending false signals. At one time, the police had to be called, but refused to respond because I didn't have a permit on file. Which they never mentioned. I have over 45 faulty errors on my panel I can't even set the alarm. Then they want to charge me for something that's not even working. In addition, I ask to remove the cameras, that is when they told me that they were cancelling my contract. I said for what, all I want is a system that works.

  Business response

  05/21/2024

  We have attempted to send technicians to the home multiple times and the customer will not the technician in to service the equipment. Because of this, we have not been able to fix the issues with the equipment. Normally, we would hold the customer responsible to continue paying their bill even if the equipment is not working since the customer will not allow us to service it, however, the district manager has approved the equipment be removed and the customer released from contract. The customer will need to call and schedule the system removal or they will be held liable to pay for the equipment that is still in their home. 

  Customer response

  05/27/2024

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

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Did not sign up for there service because we do not have internet service for monitoring

  Business response

  05/17/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  
  SAFE STREETS USA LLC
  ***********************************************-2685
  
  Please forward this on to the correct company.

  Business response

  05/20/2024

  The customers account has been completely cancelled out since May of 2023. If they are still being billed it is because they did not contact ADT who charges the customer for monitoring. The customer will need to contact ADT to have this cancelled as well as request any refunds that *** be due. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 7th, some door to door sales people door knocked & spoke with my elderly mother & were claiming to be with Spectrum internet provider. My mother being elderly trusted them to give us "savings" on our monthly internet bill which was NEVER given. They then started to install cameras around the house still claiming to be with Spectrum later to find out they are with Safestreet ADT providers which was NEVER disclosed. After realizing we got scammed, my mother called the NEXT day March 8th to Cancel as they had a 3 Day Free Cancellation period in their Rights of Recission Period. They said they will cancel & that they would send email confirmation and that they would send someone to pick up the equipment at no cost. I had to consistently follow up with them AFTER my mother had cancelled & they stated that since she didn't call within the 3 Day Cancellation period there would be a 75% early termination fee. Which is all lies. I have been calling & emailing them consistently with still no response & in fact I had one of their reps call me to say they would send me to collections ? I am surprised that a "business" like this is still operating & even legal? I would simply like to cancel something in which we never agreed to & never used. Not to mention we called the NEXT day to cancel. Extremely unprofessionalism from every rep in their company.

  Business response

  05/10/2024

  SafeStreets is in no way affiliated with Spectrum and only handles ADT security installation. This customer was set up by a sub-dealer, Alpha Marketing Strategies, who offers ADT and internet price discounts. The case was sent to our legal team who determined that the customer is to have the account closed with no early termination fee. The customer will need to call in to our customer service line to schedule a removal of equipment so they are not sent to collections. Our customer service number is ###-###-####. 

  Customer response

  05/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They picked up the equipment on 05/18/2024
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ADT installed an alarm monitoring system for my property. This system included installing 2 cameras and an alarm system mounted to the wall inside my house next to my outside door. The purpose of the system is to notify me when the alarm sounds. This process determines if an intruder entered my home and is not a false alarm. A few weeks later after being installed, the system went offline and started beeping for several weeks. I tried but was unsuccessful in contacting ADT by phone as I was transferred to different departments every time. I was never able to talk to anyone from ADT. Also, ADT is required to contact me when the alarm sounds or the system goes offline, which they never did. I canceled and terminated my contract due to this issue. ADT never fixed this problem with my security system going offline by sending a technician out to fix it. ADT has been trying to collect on a debt they say I owe, in the amount of $1,627.27, and is using a debt collector to collect on this debt.I desire ADT to expunge this debt due to their incompetence in fixing or repairing their security system, which they installed. I need ADT to zero this balance out and stop any and all debt collection.I have read other complaints filed against ADT for similar issues. ADT makes it impossible for consumers to resolve issues like this with the company itself. A person must use the BBB or other agencies to get issues resolved.*** also refused to come out to my house and uninstall their equipment when I did contact them. I took it upon myself to remove the system from my home as it was beeping and never stopped until I removed the system.

  Business response

  05/08/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  
  SAFE STREETS USA LLC
  ***********************************************-2685
  
  Please forward this on to the correct company.

  Business response

  05/10/2024

  The customer called us in April 2023 for a service an issue with their camera. A technician was sent out and fixed the problem. The customer had our number and never contacted us again until August 2023 wanting to cancel. The customer was informed of the early termination fee and was even given options to lower the price paid for monitoring. The customer has since been sent to a 3rd party collections agency and it is between the customer and the collections agency to settle the debt as it is now owned by Hillcrest Davidson and Associates. 

  Customer response

  05/11/2024

   
  Complaint: 21683614
  
  I am rejecting this response because: their statement is false. No technician was sent out and fix the problem or I would not have filed the complaint. ADT is the original creditor and not entitled to transfer this debt to

  Hillcrest
  
  Sincerely,
  
  ***************************

  Business response

  05/14/2024

  The technician was sent out for a problem with a camera, not the issue with the system going offline and beeping. SafeStreets was never made aware of the problem while the customer was inside of their service period with us. After 90 days the customer would have needed to contact ADT to address the issue, but since the customer has been sent to a 3rd party collections company, the complaint will need to be resolved with them as the legal owner of the debt. 

  Customer response

  05/14/2024

   
  Complaint: 21683614
  
  I am rejecting this response because:

  Once again, no technician was sent out to examine my system as it was still beeping. I tried to call them on several occasions but kept getting

  the run-around, that is being sent to a different department every time. I was never able to contact the correct department, since I kept getting transferred.

  NO ONE CAME OUT AS THEY CLAIM. I REQUEST MEDIA COVERAGE, AS THEY ARE LYING.

  I WILL NOT PAY THIS BILL EVEN IF THE COLLECTION AGENCY SUES ME.

  JUST LOOK AT ALL THE OTHER COMPLAINTS AGAINST ADT.

  THERE ARE A LOT OF CUSTOMERS WHO HAD SIMILAR PROBLEMS LIKE MINE WHICH IS, THE SYSTEM GOING OFFLINE AND ADT STILL EXPECTS

  THE CUSTOMER TO PAY. I NOTICED ONE CUSTOMER WHO LOST THEIR ADT CONNECTION FOR OVER A YEAR AND ADT STILL EXPECTED THEM TO PAY.

   ADT RESOLVED THAT PROBLEM BUT REFUSED TO RESOLVE MINE. THERE NEEDS TO BE A CLASS ACTION LAWSUIT FILED SINCE ADT FAILS TO SOLVE

  PROBLEMS THEMSELVES. CUSTMOERS MUST USE THE BBB OR OTHER AGENCIES TO GET THEIR PROBLEMS SOLVED. LET'S SEE THEM RESSOLVE MY

  PROBLEM.

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a ADT Security System from one of their approved resellers on December 11th, 2023 for more than $3,000 dollars. Since that time I have had numerous issues and more than 3 technicians have come out and been unable to resolve my issues. They advertise 24/7 monitoring along with a 6 month money back guarantee. I have spoken with several Customer Services representatives that have been rude, refused to provide their name or title, refused to transfer me to a manager or even provide me with their email address. They are refusing to honor the 6 month money back guarantee. ADT points and Safe Streets and Safe Streets blamed ADT. I have asked on several occasions for ADT and Safe Street to get on a joint call and they have refused. As a consumer I have never experienced such poor support and rudeness. The product does perform as advertised and their marketing is extremely misleading. When the technicians came to my house they admitted they don't know how to fix the new Google Cameras. I have spent hours and hours trying to get this resolved and I simply want a full refund and to never have to deal with these people again.

  Business response

  05/08/2024

  The customer has had 2 services to their equipment. One was resolved after a technicians visit, the other was because the customer thought that ADT had agents who watched the cameras 24/7 and called the police for the customer if needed. This is not a service offered by ADT, SafeStreets, or any security company. Any residential security system is going to be CCTV and is monitored by the owner. 

  Customer response

  05/14/2024

   
  Complaint: ********
  
  I am rejecting this response because it is a flat out lie.  My issue was not resolved when the technician came to my house.  The technician himself told me that he does not know how to fix or work on any of the Google products.  The dishonesty in their response is consistent with the behavior they have exhibited in almost all of my interactions with them.  My issue is not that they don't monitor the video recordings.  They don't monitor anything.  There have been numerous times that my alarm has gone off and I did not receive a call from ADT.  They are blatantly falsely advertising their services.  Their alarm is worthless and they don't provide the monitoring they advertise.      
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  05/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had an ADT System installed on Saturday April 20, 2024, by a subsidiary of ADT called 'Safe Streets", just prior to receiving an offer on our house, three days later on April, 23 2004...I was told I had to sign a three year contract @ ***** per month, at such time I asked the installer if I could transfer the service to the new buyer for the balance of the three year contract...I was led to believe this would not be a problem by the installer..., just call the office...I called the office Monday, April 29, 2024...was transferred several times over a two hour period, put on hold. etc....until I finally got to an Account Manager who basically told me I had to cancel my contract, pay off the balance of the three years and could not transfer the monitoring service fee I paid @ totaling 1,907.00...the new buyers could keep my equipment and would have to call ADT to pay for their own monitoring service....I was angry and told them off with colorful language. In addition, in my house listing to the new buyer, I agreed to pay the balance of my three years contract of 35 months as a selling incentive...ADT'S deceptive practices and my generosity, cost me $3,815.28 for one month of security...this wrong nd borders on theft and fraud....PLEASE LET OTHER POTENTIAL ADT CUSTOMERS KNOW ABOUT THIS UNETHICAL AND DECEPTIVE PRACTICE< AS I'M SURE SOMEWHERE IN THE FINE PRINT OF THE CONTRACTI INITIALED ON MY SMARTPHOME THE NON-TRANFERABILTY CLAUSE WAS HIDDEN AND NOT POINTED OUT TO ME !!!

  Business response

  05/03/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE STREETS USA LLC
  ***********************************************-2685
  
  Please forward this on to the correct company.

  Business response

  05/08/2024

  Unfortunately, we are unable to transfer contract ownership anymore. In the past this was a possibility but since then ADT has stopped allowing its authorized dealers to transfer contract ownership. We do apologize for the inconvenience casued and wish we were able to take care of the contract transfer.

  Business response

  05/08/2024

  Unfortunately, we are unable to transfer contract ownership anymore. In the past this was a possibility but since then ADT has stopped allowing its authorized dealers to transfer contract ownership. We do apologize for the inconvenience casued and wish we were able to take care of the contract transfer.

  Business response

  05/08/2024

  Unfortunately, we are unable to transfer contract ownership anymore. In the past this was a possibility but since then ADT has stopped allowing its authorized dealers to transfer contract ownership. We do apologize for the inconvenience casued and wish we were able to take care of the contract transfer.

  Customer response

  05/08/2024

   
  Complaint: 21657584
  
  I am rejecting this response because: it makes no sense, I pay for three years when ADT SAFE STREETS knew I was selling my house when they sold me the 36 week  monitoring plan@ ***** per month...nothing else to say, I want others not to be scammed like I was.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the home security system installed In November 2023 all went well. I'd inquired if I would have a secure system because there is a neighbor I am in court with for trespass**** vandelism ,he'd gotten/hacked into my wifi and phonelines, previous alarm systems. I was assured it not possible. Within weeks the vandelism and home invasion continued, and once again no camera footage to support it. So he's into the adt system as well and either edited the footage or stopped the camera function. I'd called several times and got representatives in *****... they did not help in any effective way..they scheduled a technician again and I'd have to pay another fee each time. Is kept calling different phone numbers is find and the customer service lines till infinally got someone in the **. And this was only when I stopped and didn't pay the bill through auto pay, and did not send a check. I told them the electricsl lines installed in the kitchen were arc-**** which has blown an appliance switch to my dish disposal where I'm stuck bailing water out of my sink for the last 2 months and that the neighbor had disabled my door alarms,and panel box and camera. Twice they wanted to give me instruction to remedy it myself and when I said I'm a senior and don't know what I'd be do**** they said I would have to schedule and pay their tech and also schedule an outside electrician to meet at the same time to determine the problem. So I'd be out of pocket for both. But no electrician accompanied the tech when installation was initiated. I trusted she was certified, now to fix issue I have to have a back up electrician to fix my electrical line to have a working back door light and dish disposal? The largest security system in the ** has to offer its customers a little more security and genuine customer satisfaction than a 3 yr, almost $3,000 contract. Which took them from Nov to April to send me a copy of the contract though I'd requested a paper/hard copy for months.

  Business response

  05/01/2024

  Per our technician who went out to the property, the customer had to have removed the cameras from the system. The only way it could be hacked is if the customer gave out their password and username to their neighbor. However, if the customer truly feels like the system is somehow being hacked, we are not able to provide cybersecurity and the customer should contact the authorities to receive the proper help for the situation. 

  Based off our technicians understanding, the issues were caused by the customer and this is why a fee would be charged in order to send a technician out. Because the customer is past warranty as well, they will need to contact ADT for further services.

  Customer response

  05/13/2024

   
  Complaint: 21652248
  
  I am rejecting this response because:
  

  I did not see a 'portal ' to respond to.

  However,  I'd like to say they said..

  
  

  1. I had to have disconnected the 'equipment.' One of the many phone representatives  I'd spoke to instructed me what to do when I complained that a hacker had gotten through my system despite their assurance that was not possible. 

  2. Now they assert that I caused the issues. When I ask for help because I have no experience or ideas of what I  would be doing. They want at least $50 or $70 to get their tech to come out. They scheduled me 2 times and no one showed up since I complained about the unfairness of fees for having them check or maintain their equipment.

  3. How could I know about a warranty since they had given me no copy of a contract until several request and months went by. From November,  the signing up for installation till  April before I actually had something in hand to read for the 3 yr. Contract.  Which I didn't  know the full cost or money obligation. Only up till  then all I had  was a small sheet signed for information for the installation date.

  4. I don't want to have to word it so  strongly, but it's "absolutely absurd "to be accused of giving  the password and all to my neighbor of whom  I am currently in court with for trespassing,vandelism, theft and cyber trespass.  Of which I cannot get the correct local authorities for the cyber issues.

  I don't want to make this so long, but just to make my response known to the *** and SafeStreet party, and for

   your response time allowed.

    Thank you,  ***********************;

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

  Business response

  05/14/2024

  To address all the customer's listed concerns: 
  1- The customer has been told multiple times that the changes to the system were more than likely made by her, and that the chances of someone hacking it are far less likely. However, as stated before, if there is indeed a cyber crime happening, that would be between the customer and police, who from the response dont seem to think it is a cyber crime. This helps us understand that the changes were probably made by the customer and are not a result of someone else having access to the system.
  2- If the customer complained about having to pay a service fee we would not have scheduled an appointment for a technician to come out. The reason there was a fee was because the evidence overwhelmingly pointed to user-error, if the technician had found the case to be otherwise we may not have charged the fee. 
  3- The contract was sent to the customers email that we have on file, this is the same email that the customer has included in the ******************** Complaint which means they had access to the contract and had a chance to read the details of said document. 

  4- To readdress what was said in response 1, for any suspected hacking of a security system/cyber attacks, local law enforcement is to head the investigation as neither us nor ADT has the jurisdiction to do so. If the customer feels like the local authorities are not taking her concerns seriously, she may contact her local branch of the *** who may be more equipped to handle the claims. 

  Customer response

  05/15/2024

   
  Complaint: 21652248
  
  I am rejecting this response because:

   

  Please, the response from the business seems so lacking  in respect for me as their customer, and lack of regard for the advertised security offered.

  
  

  When I called for certain issues  as a new customer, they were quick to instruct me of what to do to rectify the situation. I told  them I'm not  knowledgeable for correcting any of the issues why I asked for the technician  to come out. Each time I was charged a fee which they'd take out of my account. There  was no option it was standard I was told.

  
  

  I did follow the directions with the agent I was speaking to, eventually months later to unplug the system due to the neighbor hacker using the cameras to see when we all left, evident by the vandelism that occurred when we were gone. And the more recet was when gone for 2 hrs for my Sunday meeting  both door alarms were disconnected. That was not any part a doing of myself or my grandsons, they were at work and I was at my place of worship. There was no recorded camera footage. So what or how can Safe Streets say about this being  customer related or aaused.

  This is why after 2 scheduled appointment where  I waited and no tech showed that I spoke to a rep who told me how to unplug the system. I did not want to know my system was being used  to watch us all leave and I as owner of the system not have a visual on camera either outside or inside my home, both of someone disabling my door alarms. I do find a deficiency/ fault  in how this has been handled by the security business. Yet they want me.to be punished by implementing the only solution they offer through their phone agent instead of a house call from a certified tech.  When the tech came put for the smart light that I wanted to chsnge back to a standard light or a motion light, the tech didnt advise  it saying the smartnlight was more secure. And,  for the electrical issues before it blew my kitchen  outlets ...when the voice panel box was work**** when I locked the back she would say ' back door shock' then after she was no longer vocal,  the switch was arc-**** and as I said previously, my switch for my disposal is out and I'm baling  water from the now inoperable disposal. How am I in any responsible for that malfunction? Since no one changed it as I'd preferred, it has to been an issue started from the smart light connection.

  
  

  The assertion  of my having or not having my contract. I thought it was a given that a paper copy was understood that that was my preference. Since my computer and printer is also compromised. That's part of the ongoing court issue. So for the sake of privacy  I wanted and did not receive  a paper copy till April 2024, from going into the contract in November  2023. 

  
  

  The local Sheriff's Department 

  were not addressing the cyber trespass they were responding to the vandelism and theft...but again due to the neighbor compromising  and damaging every camera system I've used, as well as deleting my ** card footage from my game camera I'd set and stored in my computer as well as disabling the ** card reader from my modem, the ** card no longer can be inserted into the reader.

  So I have reported these cyber and privacy trespasses in a complaint to the FBI.

    

  
  

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

  Business response

  05/17/2024

  It has been stated multiple times, if the customers system is being hacked, this is not something that anyone but law enforcement can help with. As far as the power issue goes, the customer would just need to flip the breaker switch if an electical short was indeed caused by the lightbulb. 

  Customer response

  05/17/2024

   
  Complaint: 21652248
  
  I am rejecting this response because: i am not an electrician, but does that seem like a reasonable  response that a reputable business should make to their customer? Of course if there is an outage  I would  check the breaker box. However shock report by their equipment, arc-ing  and finally cause the failure of a switch at the next connection? As a *********** I know  someone with certified skills are needed to be called. 

  My apologies, but this is consistent with the main type of assistance I have been receiving  from ADT all along. They are lacking in providing the real help their customers with genuine concerns need.
  
  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. ↩