DEFENDERS d/b/a Protect Your Home

April 22, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders INCDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: * *** Complaint # *** Account # *** Dear *** ***, This letter is in response to the Complaint #***By way of background, Defenders INC. DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT Summation of Complaint: Owner of complaint requests refund due to cancellationAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsThis matter has been reviewed and we stand with the present decisionClient has spoken with several different representatives (most recently Dante), and has been informed that they were cancelled by ADT due to nonpaymentMultiple attempts were made to inform the client of the matter with no response until recentlyClient voluntarily paid the reduced BOC offered by Dante. Matters relative to system issues, client was previously advised by our representatives of the clause in the contract, that stipulates (Article 27), in which “same service” appointments are required prior to the system being deemed “inoperable.” Client failed to have “same service” system issues that were scheduled for serviceAt this point, matter stands as resolvedWe find no fault on the part of how the situation was handledThere is no further resolution to consider, client can refer to the contract as the matter was handled according to the terms and conditions thereinThe account has been closed, and there no longer exists a viable business relationshipWe apologize for any inconvenience this matter has contributed Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here

After reviewing the rebuttal, we are requesting this be rerouted to ADT CORP due to ADT was handling the billing for the monitoring since installationWe apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address hisconcerns. Sincerely,Ana D***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d***@protectyourhome.com

December 2, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** *** Complaint No*** AcctNo***
Dear Ms***, This letter is in response to the complaint # *** by *** ***By way of background, Defenders, Inc. DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms*** states that she already had a permit on file for *** County, but is now receiving collection calls in regards to a new permit through Protect Your HomeSince she is already permitted, she would like this balance waived and collection calls stopped Protect Your Home did mail a check to *** County to cover a permit for the alarm service address of Ms***Protect Your Home was not made aware by *** County that Ms*** already had a permit on fileWe have made daily attempts to reach the *** County office and have yet to receive a call backThey have not yet cashed the check we mailed, so we have made an adjustment of Ms***’s account until this is resolvedAt this time, she does not owe for a permit feeWe will work on getting our funds back from *** County in the meantimeI did contact Ms*** and advised her of the account adjustmentShe was most appreciative that we were able resolve her concernsI apologize if she was inconvenienced during this process, but I appreciate the opportunity to help address her concerns Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

November 22, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** *** Complaint No*** AcctNo
***
Dear *** ***, This letter is in response to the complaint # *** by *** ***By way of background, Defenders, Inc. DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, *** *** states that his system was tripped although his dogs are under the recommended weight requirement for the motion detectorHe states that he called in to have this addressed, but spoke to an agent that he believed was rudeHe requested to cancel the contract and was quoted the balance of contract termination chargesIdeally, he would like released without penalty and have the equipment returned and refunded It is recommended when a motion detector is installed in a household with pets that the pet weighs less than lbsThis will help prevent alarmsAlthough this is the recommendation, there is still a chance there may be a alarm with more than one petThis is because two rays have to be crossed at the same time in order for the motion detector to go offIf the pets were together, it is possible that they can cross two rays at the same time, thus causing the alarm to go offAlthough this is rare, we can make arrangements to have this issue addressedWe can relocate the motion detector or replace it with a glass break detector I contacted *** *** and offered to have the motion relocated or device swapped*** *** said he was already offered this resolution, but wanted to proceed with cancellation based on the conversation he had with the escalation representativeHe advised he wanted to cancel due to her poor attitudeI advised that I could have the call reviewed and agent coached, but this was not an approved reason to be released from the contractI advised that should he proceed to cancel, he would owe the termination charges*** *** said he wanted time to review his options when he returns from vacation on Friday November 25, At this time, he has not provided a response I apologize if *** *** was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution Sincerely, Crystal *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: *** Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I'm responding to a message received by Defenders regarding my accountDefenders indicated thatno payment had been made at allI've paid my ADT bills with the exception of January, which was the only bill that was lateI have my bank statements that indicate otherwiseI've never received a bill for more than $from ADTI didn't even receive a statement for January's paymentIn addition, when I've called ADT to check my balance in previous months, the automated system indicated that I didn't owe and when this was addressed with an ADT representative, is when actual ADT statements had been mailedI've received ONE statement from Defenders, no phone calls and within a week of receiving their statement on February, I received a letter from a collector's office
Regards,
*** ***

July 24, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** *** Complaint No*** AcctNo***
Dear Ms*** This letter is in response to the complaint # *** regarding *** ***By way of background, Defenders, Inc. DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Mr*** wants to cancel his services without penaltyHe states that his front door sensor was not functioning but half the time and he was met with poor customer service while trying to get that issue addressed Mr***’ service was cancelled without penalty on July 17, The equipment was removed on July 18, and a refund is currently being processedI apologize for any inconvenience this may have caused Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

February 4, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204-Defenders INCDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** Complaint # *** Account # *** Dear *** *** This letter is in
response to the Complaint #***By way of background, Defenders INC. DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADTSummation of Complaint: Owner of complaint disputes MMR chargesAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsA refund check ($900)for the difference in MMR over the course of the life of the contract has been refunded. Please allow up to days for processing and receiptWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. In summary, Ms*** ** *** states that the technician put a hole in her wall to install the second key pad after she agreed to an installation of a monitored alarm systemShe states she had contacted Protect Your Home on a mailer ad and was unable to follow the MPELL redemption process because she had an infant she was caring forDue to the hassle, she would like released from her contract without penalty.""Ms*** ** *** approved the installation in which the technician installed the 2nd panelThe panel needed to be connected to a power source, so a hole is created behind the panel to run a wire to the power sourceWithout the hole, the wiring would be exposed and could be unplugged" --YOU ARE EXPLAINING TO ME WHAT THE TECHNICIAN DID NOT DO WHEN HE WAS IN MY HOME. HE NEVER INFORMED ME HE HAD TO MAKE A HOLE IN THE WALLHE THEN PROCEEDED TO KNOCK OUT THE SHEETROCK, AND THEN STEPPED OUTSIDE TO GO GET THE EQUIPMENT HE WAS SUPPOSED TO SHOW ME FROM THE START AS MRJ*** HAD TOLD ME HE WAS GOING TO DOMY PREVIOUS SECURITY COMPANY PLACED ONE KEYPAD IN THE PLACE WHERE MY BUILDER HAD INSTALLED THE ONE THAT CAME WITH THE HOUSE. THERE WAS NO NEED FOR PANELS BEFORE. "She did call into our office within her three day cancellation window and was given two more devices at no cost which were installed March 14, 2017." --I CALLED BECAUSE I WAS SUPPOSED TO ESSENTIALLY HAVE THE SAME OR BETTER SYSTEM THAN BEFORE. THE TECH DID NOT INSTALL THE MOTION DETECTORS THAT WERE SUPPOSED TO REPLACE THE ONES I HAD. THEREFORE, HE OBVIOUSLY HAD TO COME BACK TO INSTALL THEM AS PROMISEDPAPERWORK IS NOT PHYSICALLY GIVEN TO THE CUSTOMERI HAD TO ACCESS MY EMAIL AND HAVE A PRINTER TO BE ABLE TO PRINT THE CONTRACT. AND EVEN IF I HAD CANCELLED IN THE 3-DAYS, I WAS GOING TO BE LEFT WITH A HOLE IN MY WALL AND NO ALARM. "In regards to her Visa gift card, she was properly advised of the stepsMs*** ** *** made it clear in her initial complaint that she was aware of the redemption steps." --AGAIN, YOU WERE NOT PRESENT IN MY HOUSE, SO YOU CANNOT STATE THAT I WAS ACTUALLY PROPERLY ADVISED OF THE STEPS. I AM TELLING YOU I WAS NOT PROPERLY ADVISED. THE TECH WAS HERE TO MAKE HIS COMMISSION AND INSTALL EQUIPMENTHE NEVER SAT DOWN WITH ME AND THOROUGHLY EXPLAINED THE STEPS. AGAIN, I HAD TO ACCESS A PRINTER TO PRINT THE FORM AS IT WAS NOT HANDED TO ME THAT DAY. CONTRARY TO YOUR STATEMENT, I WAS NOT AWARE OF THE REDEMPTION PROCESS UNTIL AFTER I WAS ABLE TO GO TO A PUBLIC COMPUTER AND PRINTER AND READ THE STEPS ON THE ACTUAL PAPER I PRINTED! I AM "BRINGING IT TO YOUR ATTENTION" BECAUSE LIKE I SAID, I WASN'T EVER HAPPY WITH WHAT YOUR COMPANY AND TECH DID AND HOW HE ACTED. AGAIN, I STAYED NOT BECAUSE I WAS A HAPPY CUSTOMER BUT THE DAMAGE WAS DONE TO MY HOME, AND I HAD ALREADY CANCELLED MY OTHER ALARM COMPANY. I FELT STUCK IN THIS SITUATION. I WANT TO INFORM OTHER CUSTOMERS WHO HOPEFULLY DO THEIR RESEARCH BEFORE CONSIDERING THIS COMPANY FOR THEIR ALARM SERVICE CONSIDERING THE SCAM PHONE CALLS THAT HAVE BEEN HAPPENING, AND CONSUMERS WARNED OF SUCH, I MIGHT HAVE NOT ANSWERED YOUR PHONE CALLI HAVE YET TO HEAR ANY VOICEMAIL. EITHER WAY, YOUR RESPONSE IS NOT OFFERING ANY SOLUTIONS TO THE COMPLAINT. I HAVE UNDERSTOOD YOUR RESPONSE AS A "TOO BAD, WE CAN'T HELP YOU" RESPONSE.
Regards,
*** *** ** ***

June 19, 2015 Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN Re: *** ***Complaint No***AcctNo*** Dear
MsRichardson, This letter is in response to the complaint # *** by *** ***By way of background, Defender SecurityCompany DBA Protect Your Home is an Indiana corporation that specializes inselling residential alarm systemsWe have been an ADT authorized dealer sincethat sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT After reviewing the complaint we show Ms*** andher daughter called in on August 24, to inquire on service at her newresidenceThe sales agent disclosed the month agreement, the Permit fee andthe recorded terms and conditions were played as wellWe informed Ms***’s daughter that we would obtain the permit on her behalf and she would beinvoiced for the permit fee and her daughter relayed the same message to Ms.*** on the sales call We show Ms*** called in on September concerningthe permit fee. She felt she should notbe responsible for paying the fee even though her municipality mandates apermit to have a security system Ms.*** became upset that she would be required to pay for the permit soshe advised our agent she wanted to cancel her contractThe agent informed Ms.*** of the 75% termination cost on the contract should she wish tocancel We also show our permits departmentspoke to Ms*** in regards to the same permit issue and they advisedher that the permit is mandated in her county and unfortunately there was nothing she would be able to do towaive the permits chargesMs*** stated that she did not want thesystem and again was informed of the early termination charges Ms*** called to speak to ADT Corporate inregards permit fees and told ADT Corporate she wanted to cancel the accountcompletelyThe representative again informed Ms*** if she cancelsshe would be held to the termination cost of the contractMs***contract was cancelled due to non-payment on December and she startedreceiving collection letters for an outstanding balance of $ Our internal collection team made severalphone calls in January and February to attempt to collect the outstandingbalance due. Ms*** contacted our customer servicedepartment on February 23, in regards to her accountMs***claimed she was not aware of the contract terms and our customer service agent informedher that it is disclosed in the initial sales call in the recorded terms andconditions as well as in the contract. Ms*** also attempted to claim that she never signed contractsince the signatures did not matchOur customer service agent attempted toexplain how electronic contracts work and Ms*** questioned if it waseven legalOur agent explained that DocuSign is legal binding contract and informedher that 75% balance of contract was due. Additionally our collection team agreed to lower the termination cost to$ 809.82or we could reinstate her account but she would be responsible for Ms***stated that she could not afford either these amounts and would call back in 3weeks. Ms***’s account wassent to outside collections on April 6, 2015. Ms*** called back on April 20, to attempt to submit apayment however she was told that her account was sent to outside collections Protect Your Home utilizes DocuSign as our electroniccontract providerThe electronic contract formats the customer signatureinto a font at the time the tablet is signed, similarly to fonts used inMicrosoft WordBefore the tablet is signed we have safeguard where thecustomer inputs their contact information into the same tablet used to sign theE Contract which then generates a phone callThen the customer answers theirphone and has to input a five digit code provided on the tablet after e-contractsignature is acceptedThe customer then provides a verbal confirmation ofsigning the E Contract by stating their name. In effort to resolve thecomplaint we have notified the collection company to lower the termination costto $ rather than the which is the original amount we wereattempting to collect We apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address hisconcerns. Ana D***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d***@protectyourhome.com Tell us why here

Good Afternoon ***, I was researching the account and this customer is now fully with ADTThey would need to process the cancelationIf you have any questions or concerns, please let me know Thank you!Emily B***Customer Loyalty SpecialistDefenders, Protect Your Home

April 20, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** *** *** Complaint No*** AcctNo***
Dear Ms***, This letter is in response to the complaint # *** submitted by *** ***By way of background, Defenders, Inc. DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms*** states that hers billing has not been correct since day one and she has being experiencing issues with paying her billDue to the billing issues, she would like cancelled without penalty Monitoring Charges ADT 2/15/ $(Quarterly Bill) invalid Defenders 1/21/2017 $(January Bill) valid 1/24/2017 $(February Bill) valid 2/1/2017 $(March Bill) valid Refund DEF 4/20/2017 $(ADT moved funds, so we refunded via check) Past Due (I have requested this balance waived) Defenders 4/2/2017 $(May Bill) valid 3/1/2017 $(April Bill) valid ADT has a bill pay portal, but the billing was converted to Defenders for in house billing on January 20, Defenders does not have a bill pay portalWhen the billing was converted, it was discovered no payments had yet been collectedMs*** was charged for the current month of service and then charged again for one month in advanceThis should have been done on December 16, but a payment was never processedIf Ms*** is using MyADT.com to pay his bill, he will receive error messagesHe can either call in and pay or mail in the paymentThere is no option to pay online at this timeADT collected a quarterly payment for $but transferred the funds to Defenders since the billing was being handled in houseA check was cut on April 20, to refund Ms*** for that over paymentAt this time, she is currently past due two months of serviceA final notice was sent on April 13, for this past due balanceI am requesting to have the past due balance waived due to the inconvenienceI explained to Ms*** that a bill will be due in May, but that past due balance is being requested to be waivedI explained that Defenders is her billing company and apologized for the confusion and poor customer serviceI requested that she call me should she receive any more collection attempts after hoursI apologize for the inconvenienced this circumstance has caused and appreciate the opportunity to address her concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have not received a refund, nor has this company come out to repair my wallPlease see the attached picture of my wall that has not been fixedWhen the technician left my home he assured me that someone would contact me to repair my wallHe noted the account and I have it noted on my customer receipt
Regards,
*** ***

February 3, 2015 Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home Priority Way South Drive,Ste Indianapolis, IN Re:
*** ***Complaint No***AcctNo Dear Ms***, Thisletter is in response to the complaint #*** filed by ***By way of background, Defender Security Company DBA ProtectYour Home is an Indiana corporation that specializes in selling residentialalarm systemsWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT I have researched this accountand on 2/3/Mr***was contacted by a colleague of mine and agreed to allow us to complete theinstallation, we provided month credit for his MMR, submitted a check requestfor the cost of the HVAC company, and are having the Visa card sent directly tohim. We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, Mandy H***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-3833 Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all, ADT is in breach of contract since I did not sign the amended contract sent to me which I received after the problem occurred. This amended contract reflects the new monthly charge as I cancelled the option of having an app to operate the system by remote access. I am still in possession of it, unsigned. ADT has gone ahead and deducted a monthly fee from my VISA credit card for a service that is not operating. This is theft in my understanding. I contacted my VISA account to attempt having this stopped and they initiated a conference call with ADT who, after skirting around the issue, attempted to satisfy me by promising me and VISA THAT I WOULD BE CONTACTED IN TWO DAYS BY ADT TO RESOLVE THE ISSUE. No such contact has occurred to date which is over 2-weeks! The only contact I received was for payment for a police permit. When I informed the ADT caller that the service is not working, she parroted information she has been trained to repeat and again, nothing was resolved. Having a service call resulting in using some kind of tape to remedy the problem is unacceptable as it only serves to prove that the sensors have inadequate adhesives to begin with if they fall off so easily. The explanation of using 3M tape is a joke. I am familiar with that tape and have used it for craft projects as a teacher. If this is all they have to offer, it is and again, I reiterate, UNACCEPTABLE! I need to have the system removed immediately as it doesn't offer me any sense of security whatsoever and since it has been inoperative since January, 2015, I also need to be refunded for the money charged to my account for a service that I am not receiving. Otherwise, I will file a small claims suit for the maximum within days if I do not receive a response that satisfies my request.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The following is an email received from ADT. We never received a letter mailed on February 27, 2015.Hello Mr***, Please see the attached ADT contract for the security alarm system at Fieldcrest Dr., Montgomery AL We apologize we cannot authorize the cancellation of a contract in placeWe will still offer the refund of $if you are willing to keep the account active and allow us to assist with any further resolution Thank you *** *** Customer Loyalty Representative Customer Loyalty ADT Authorized Premier Provider Office: 317-957-***@protectyourhome.com The company representative called Friday, March 13, at 3:pm. He made an offer to reimburse the money that I was charged for equipment to install a system that was supposed to be free. He also stated and I quote “He will not let me out of the contract because it has to be paid”. I asked him, what contract. I advised I was never provided a contract. The installer that visited my home stated and provided a 60-day money back guarantee and displayed it to me on his electronic devise but I never received a contract. The company representative stated I had a full contract with all documents signed. I requested a copy of his contract because I did not sign a contract. Friday, March 13, 2015, I received a copy of an 8-page contract, months after the system was installed. At the time of installation on November 5, 2014, I electronically signed a police department permit and initialed a new system quote. I pull up on my computer a copy of the police permit, installation certificate for the insurance company and a $gift certificate but no contract was availableThis company forged my signature and initial this contract without my approval. This is a form of forgery and fraud. I request a refund of my money and that this fraudulent contract be voided
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***

March 2, 2015 Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home Priority Way South Drive,Ste Indianapolis, IN Re:
*** *** Complaint No***AcctNo *** Dear Ms***, Thisletter is in response to the complaint #*** filed by ***By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystemsWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT I have researched this account andfind that a refund in the amount of $was issued on 3/2/2013. This was refunded to the credit card it wastaken from but please allow up to business days for the refund to show inyour account We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, Mandy H***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-3833 Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
On 5/10/2016, Authorized ADT installer from Defenders, Manuel F* (Dealer LIC ***) installed a pulse 1a system at our home. At the time, this was not the full system we wanted installed. We wanted the video package. Manuel clearly explained he did not have the equipment at the time of installation on 5/10/but he would schedule another appointment for himself, or another installer to come and complete the package desired possibly in a few days. He gave $worth of equipment (shown in attachment) and explained that there would be no further out of pocket fees for the camera installation or activationHe gave us piece of mind, but now months later we found out this was not correct. A month after the first installation visit, we finally got another installer (Dealer LIC ***) to stop by on 6-2-to complete installation of the cameras and ADT pulse package. We mentioned the exchange of equipment that was given to us to install the cameras for free of charge. Again, the installer was unable to install the cameras since he did not have any. I have attached the contract and the notes the installer made to Defenders.Here is what the attachment has verbatim:"Customer wanted me to finish install of outdoor cameras. I explained sheWould have to call ADT Corp at 800-817-to have the cameras installed and pulse Video upgraded. Customer has DWIs?? To trade in for the cameras. Customer is not Happy!!" Multiple times we were misled about pricing, and multiple times we were coerced to accept gift cards for the inconvenience of losing time waiting for installers not showing up at our home or showing up and not having the cameras available to installThis again has prolonged the fact that we may not cancel the service and now we face denial of cancellation and are being provided unsatisfactory service Attached is the equipment and contract notes. We would like Defenders to honor what Manuel F* promised in pricing and package, which is installation of the outdoor cameras with no additional cost for the equipment or activation.If not Defenders cannot honor what their installer promised, they must cancel the contract immediately with no additional charge due to advertisement from Manuel F*.Again, we have made about different calls, with a wild goose chase and have been denied what was advertised to us initially I have consulted with both Defenders and ADT Corporate with no success
Regards,
*** ***

March 19, 2015 Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home Priority Way South Drive,Ste Indianapolis, IN Re:
*** *** Complaint No***AcctNo *** Dear Ms***, Thisletter is in response to the complaint #*** filed by ***By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystemsWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT I have researched Ms***’sinformation and found an account with Protect Your Home that was installed on1/3/2015. Ms*** called into our customercare department on 1/31/to state that a sensor had fallen off the door,refused to schedule a service when our agent offered one on Saturday. She asked to speak to a supervisor and wastransferred, the cancellation policy was explained to the customer again atthat time. The supervisor added $Visacards and asked that they be sent directly to the customer, this was done on2/6/2015. Ms*** called again on2/18/about the sensor issue and an email was sent to the customer loyaltydepartment due to Ms*** wishing to cancel her service. One of our customer loyalty agents calledMrs*** on 2/19/and 2/25/leaving a message both times, we do nothave a record of Mrs*** returning those calls. At this time, unfortunately; wecannot honor Mrs***’s request to cancel her service with Protect YourHome and ADT Corpwith no early termination fees. If Ms*** would like to schedule aservice so that we might have a chance to address her issues we would be morethan happy to do so. We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, Amanda ***Customer Loyalty Manager Customer LoyaltyADT Authorized Premier [email protected] Tell us why here