DEFENDERS d/b/a Protect Your Home

April 13, 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 Mr*** filed a complaint in regards to his refund that was offered by our Account Services departmentIt could take up to days for refunds to be paid out by DefendersWe requested that Mr*** refund get expedited and it was paid out on April 13, His refund will go back to the original form of paymentWe apologize for any inconvenience this issue has caused Mr*** and welcome the opportunity to assist her with this issue Sincerely, Tiffanie S*** Loyalty Specialist 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.
Regards,
*** ***

March 21, 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 Ms***, 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 request cancellationAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsMy records indicate that the account has been cancelledThis matter now stands as a moot pointI show no further business relationship between DEFENDERS and clientWe apologize for any inconvenience this matter has caused Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

May 9, 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 After reviewing the rebuttal in regards to the incentive MrCotta was offeredWe show the $credit was refunded on May 4th to credit card ending in If the account holder still does not reflect the refund he would need to follow up with their financial institution in regards We apologize for any inconvenience this matter has contributed Regards, Ana *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: ***

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.To date I have not received any "fraud complaint" packages in the mail from ADT nor from Protect Your Home nor from DefenderPlease ask ADT/Protect Your Home/Defender to send the package to my home addressFurther, I have cancelled the monitoring service for the security system this week by calling a toll free number from the contract that eventually arrived at my house in the mailFinally, someone, who didn't identify himself by name, called yesterday (Jan 21, 2015), claiming to be with ADTI told him that I no longer use the service, nor the equipment and hung upIf ADT/Protect Your Home/Defender calls again, I need the person calling to identify himself, his company, and that his reason for calling is to remedy the situationI want ADT to set an appointment to remove their equipment and refund what I've been charged to date.Regards,*** ***

January 21, 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 accountand found that the customer was offered and accepted on 12/29/anadditional $worth of Visa Gift Cards that were sent to her directly onJanuary 2, 2015. The customer should havealready received these gift cards. I would like to sincerelyapologize that Ms.*** has had these ongoing issues and offer my servicesdirectly to her, if there are any questions or concerns about the accountplease don’t hesitate to reach out to me directly. Sincerely, *** ***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

January 29, 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 specia***es 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 accountand would first like to apologize to Ms*** for the inconvenience andhassle she has had to endure over the payments for additional equipment. Upon, review of the account I would bewilling to offer a refund to Ms*** for of her equipment payments. This would be a total of $1540.62. Should Ms*** wish to accept the offershe can reach me directly at the phone number listed below and I will initiatethe refund, or she may reply back through this means of contact with heracceptance. In addressing the issue ofthe phone calls and in particular the call with *** ***, I have forwardedyour concerns to her manager as a coaching opportunity. I do sincerely apologize for the treatmentyou have endured and please remember that if there is anything further that I canbe of assistance please don’t hesitate to let me know. We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, *** ***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

October 6, 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*** Account No*** Dear
*** *** This letter is in response to the complaint # *** by *** ***By way of background, Defenders, Incdba 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 ADTIn summary, *** *** intentionally dismantled her alarm panel without notifying anyone from ADT to see if she would be contacted about a tamper signalShe sent in her cancellation letter to terminate services after not being contacted and now does not want to pay the termination charges for ending her contract early*** *** did not notify ADT or Protect Your Home that she was going dismantle her alarm panel for a system testShe not only voided the warranty by doing this, but she also could have damaged her alarm systemAfter running this test, she failed to notify anyone so that this issue could be properly addressedThere is a tamper signal that should be programmed in most panels installed by Protect Your HomeIf there was an issue with this, a technician could have been dispatchedIt was even possible to program the tamper switch over the phone had we been made aware of her concerns*** *** entered into a contract with Protect Your Home on December 29, She purchased an additional $worth of equipment and paid $for the installation feeThese charges were not for the monitoring services and have nothing to do with the monitoring agreement that is required in order to utilize ADT’s monitoring servicesPage one on her contract states that she is responsible for paying $for monthsHer contract also states that if she were to terminate the contract early, that she will be held to 75% of her balance of contract as a termination feeI called and spoke to *** *** about her concernsInstead of paying the termination fees, I did offer to reinstate her accountShe refused my resolution offerShe did go over the details of the incident and I do understand why should would feel the way she does, but it does not change the fact that she did not notify anyone or allow ADT or Protect Your Home to address the root issuesShe simply only wanted to cancelADT corporate initially cancelled out her accountSince her account was still in a charge back window with Protect Your Home, the account was sent to Protect Your Home to collect on the termination chargesAt this time, the charges will stay as they areIf the balance is not paid, it will get forwarded to an outside collections agency to further attempt collectionI apologize if this has inconvenienced *** ***, but I appreciate the opportunity to address her concerns and help come to a resolution Sincerely, Crystal *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: *** Tell us why here

December 19, 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*** is receiving collections calls for a rate of $versus a rate of $when she downgraded her servicesShe states that she is not paying until this rate has been correctedShe has requested a release from contract due to a financial hardship Ms*** did downgrade her service on October 13, and her rate was reduced to $It can take one to two billing cycles for the rate to be adjustedIt appears that although we received the updated paperwork November 14, 2016, the rate adjustment was not backdated to October 13, Ms*** did have two delinquent months, but that amount she owed was not yet adjustedI was able to make the adjustment to her past due balance and made arrangements with her to pay it off Ms*** did show interest into downgrading her system again to a landline serviceI advised her that this would reduce her rate even more, but her panel may not be located in a convenient placeShe was okay with this and scheduled a second downgradeThis will help her financially during her hardship as it would lower her rate to $ I apologize if she was inconvenienced during this process, but I 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 find that this response/resolution is satisfactory to me. Just concerned that this will go un answered...what is the time frame?
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

December 4, 2014 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 n/a Dear Ms. *** This letter is in response to the complaint #*** filed by *** ***By way of background, Defender Security Company 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 We have researched into Mrs***’ complaint and located a record. Our records show that we did NOT install the alarm system for Mrs. *** in 2013. There was an order to install, but it was never completed We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address her concerns Sincerely, *** *** Customer Advocate ***@protectyourhome.com

September 29, 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, Incdba 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 ADTIn summary, Mrs*** would like to have her contract terminated without penalty and her money returnedThis is due to the unaware rate increase and that her signatures are not on the contractMs*** contacted Protect Your Home on June 13, to inquire about and ADT monitored alarm systemShe called in based on a promotion that did advertise a rate of $This rate is only applicable to systems connected to a compatible landline and does not include ADT’s Quality Service Plan QSPThere are other rate plans available based on how the system is connected to ADT or if additional services were addedShe scheduled an installation for September 15, by securing the appointment with a $installation feeBased on the installation on June 13, 2016, she was set up with cellular uplink and Pulse Interaction Solution Services Tier This does increase the rate to $We use DocuSign for our eContracts and it exceeds the requirements set in the United Sates Electronic Signatures in Global and National Commerce (ESIGN) Act and the Uniform Electronic Transactions Act (UETA)Signatures in DocuSign are created by selecting a signature style option that is programed in the systemSignatures signed through DocuSign will not reflect the customer’s true signatureProtect Your Home does take any accusations of fraud very seriously and have reported this complaint to upper manager to investigate internallyA downgrade was offered to Ms*** to remove these additional features and to get her services connected through her landline phoneWe have her scheduled for October 7, Once the downgrade is completed, a new contract will be collected reflecting the lower rateIt can take up to two billing cycles before the rate is officially corrected and credits appliedI apologize if this has inconvenienced Ms*** though out this process, but I appreciate the opportunity to address her concerns and help come to a resolutionSincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

January 29, 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 accountand after listening to the calls have found that the customer’s concerns werewarranted. The customer was notdisclosed the initial activation fee for the full home automation service eventhough they stated that Vivent was including this. Protect Your Home’s policy is that our salesagents are not to disclose this rate as they can’t be sure what will be able tobe installed in the home, we do leave that to the technicians judgment. The call that was placed to Mr. *** wasalso reviewed and as follow up a coaching was sent to his manager due to himrefusing to give the customer his managers name or forward the call to someone else. We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, *** ***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

October 17, 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*** Account No*** Dear
Ms***, This letter is in response to the complaint # *** by ** ***By way of background, Defenders, Incdba 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 ADTIn summary, Ms*** states that she did not get all of the equipment credit promised to her from the sales agent on the phone when she contacted Protect Your Home about an ADT monitored Alarm SystemBecause she was not given all that was promised, she had to pay extra out of pocketShe also stated she had a hard time having this complaint reviewed by customer serviceMs*** contacted Protect Your Home on October 4, in regards to an ADT monitored alarm systemShe was offered a base kit plus additional equipment creditPer the detailed notes provided by Ms***, she was missing $worth of equipment creditI contacted Ms*** to discuss this and she was satisfied with me approving $in Visa gift cards to assist with the credit she did not receive at the installationIn regards to the complaint with the customer care agent, that is being internally reviewed and will be handled accordinglyMs*** will receive her Visas in the mail within two weeks and she was instruction not to follow the redemption process as the Visas were immediately fulfilledI apologize that Ms*** had a poor experience, but I 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 find that this response/resolution is satisfactory to me.
Regards,
*** ***

December 3, 2014 Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3*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 Wehave received Mr***’s concern regarding the installation of his securitysystem. Our records indicate we havesince serviced the system to make these repairs as of November 14, ShouldMr. *** have any additional questions or concerns, we would be happy toaddress these Sincerely, *** *** Customer Advocate ***@protectyourhome.com

August 18,
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***
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*** states that he was double billed for
his servicesHe states that he brought this to our attention but we do not reflect
that funds were taken out twiceAs a result, he wants his services cancelled
and all monies refunded
Our records indicate that we attempted to draft $2,
on July 21, at 8:34pmThat transaction failedWe then made a second
attempt for the same amount at 8:57pmThat charge went throughTwo charges
were not authorizedWe have no evidence that we took two payments for
$2,
I contacted Mr*** regarding thisI asked him if he
had proof from his bank and he said yesI asked him to send in those documents
for reviewI provided him the fax number 317-564-He said it was going to
be sent yesterdayI contacted Mr*** to see if he sent it, but he did not
answerI have yet to locate the faxOnce it is received either me or someone
from my team will review it and work towards a resolutionI apologize for any inconvenience
this may cause
Sincerely,
Crystal F*
Customer Loyalty Representative
Protect Your Home
ADT Authorized Premier Provider
E: [email protected]

January 31, 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 no*** 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 the technician damaged her pre-existing alarm system during the installation and she would like it repairedShe is requesting insu*** information or requesting that Protect Your Home repair her alarm system Ms*** initially contacted Protect Your Home on January 24, in regards to an ADT monitored alarm systemShe paid the $installation fee and scheduled the installation for the same dayThe technician disconnected her original alarm system in order to install the new oneMs***’s installation was not finished and she decided to cancel the arrangementThe damage was already done at this point and our technicians are instructed not to reinstall the old systemsThis is simply for liability reasonsNormally we do not cover repairs like this because the technician was scheduled to come out and replace the alarm systemDue to the escalation, she was mailed a damage claim letter on January 26, I did attempt to contact her, but I had to leave her a voicemailI apologize if she has been inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolutionsWe are now currently waiting on her estimates 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 response/resolution is satisfactory
Regards,*** ***
*** ***