DEFENDERS d/b/a Protect Your Home

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.
I made a phone call directly to ADT shortly after submitting this complaint and asked if they would help me resolve this issue since I had no luck when I spoke to Protect Your Home I am hoping that I will be charged the correct amount moving forward, as promisedThank you for your help.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. Will wait for the $gift card
Regards,
*** ***

*** *** *** ***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 received your letter in regards to the above complaint against ADT.Yes, the grievance is correct as indicated on the back of the attached letter I received.Please let me know what I should do to settle this to my satisfactionThanks you for your cooperationSincerely,*** ***

September 15, 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, Mr*** is concerned because he paid for an electrical payment, but found out recently that his alarm was not registered and permitted by the sheriff’s department Upon research of Mr***’s complaint and account, it appears there may be confusion between the alarm permit and electrical permitIt seems as if he believes they are the same thingThe electrical permit was the permit Protect Your Home applied for and then charged him $That permit has been registered and paid forThere should not be any problems with his electrical permit The permit that seems to be in question is the alarm permitThe alarm permit is a customer obtained permitThis means that Mr***, as the customer, is responsible for registering his alarm with the *** CoSherriff’s DepartmentHe can register his alarm at http://www.***.us/sheriff/alarmordinance.html or contact the Sherriff’s department at *** This information should have been on a document the technician left at his home at the day of installationThere is also a form the customer signs with the paperwork acknowledging he was advised about the permitsI sent Mr*** and email with instructions and information about both permitsIt is important that Mr*** apply for his permit and register his alarm system as soon as possibleThis is not something Protect Your Home can do for himI appreciate the opportunity to address his concerns Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

November 7, 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 # *** 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, the consumer would like to be released from the contract with no penalty After review, Defenders has removed some equipment as requestedOur records indicate that a removal has taken place on 10/Also, there’s a refund issued for the equipment in the amount of $Defenders has resolved your concerns with the equipmentDefenders has cancelled the flex arrangements in regards with your equipment Defenders, will still keep the offer on the table with window door sensors being a no cost, but Defenders did resolve the concerns in regards to the equipment Sincerely, DeUndre E*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 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*** 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*** *** filed a complaint about receiving misinformation on mover’s policy and having to pay termination cost for the address of *** *** *** *** *** ** ***He is requesting refund for the termination cost he paid on April 14, Instructions to assist customers with moving their system are included with information provided at installation on February 19, at *** *** *** *** ** *** Failure to follow these guidelines, to re-establish service with Protect Your Home at a new address, results in account holder being responsible for 75% of remaining agreementThe balance is owed due to early terminationOur office received a call from *** *** on January 20, 2015, stating that he was moving to a new location. On the sales call our movers representative disclosed new monitoring agreement would be established at the new address. MrGustafson new security system was installed the following day and a contract was signed*** *** called into our customer service department on March 10, requesting to discuss his billing and the agent transferred the call to ADT the customer cancelled his account due to movingAs a result, we received notification the account holder cancelled within their month term. When this occurs a balance of contract letter is sent our internal department contracted *** *** on April 11, in regards to balance on the account and requested for him to call us backOur collections team did speak to *** *** in regards to his account and he paid the termination cost of $Unfortunately, we will not refund the termination charge he requested due to account holder cancelled within his month agreementPlease see the enclosed contract *** *** signedWe apologize for any inconvenience or frustration that *** *** may have experienced and we appreciate the opportunity to address his concerns and reach a resolutionSincerely, Ana *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: ***

December 31, 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 *** 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 I have researched this account and found that the customer agreed to a remedy on December 9, with another agent. Should the customer have any additional questions or concerns they are more than welcome to reach out to me. We apologize for any inconvenience he has experiencedPlease let us know if you have any additional questions or concerns. Sincerely, Mandy H***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

December 31, 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 *** 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 I have researched this account and attempted to contact the customer. I have left my direct contact information for him on his voicemail. I will continue to attempt to reach Mr***. We apologize for any inconvenience he has experiencedPlease let us know if you have any additional questions or concerns. Sincerely, Mandy H***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

November 6, 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. *** 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 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 reviewed Mr***s account regarding the refund due tocancellation. As of November 21, 2014this amount has been refunded back to the credit card providedWe apologizefor any inconvenience he may have experiencedPlease let us know if you needanything further. Sincerely, *** *** Customer Advocate
***@protectyourhome.com

June 12, 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 ADTIn some instances, the account his billed by Protect Your Home and then later purchased by ADT who then takes over the billing In summary, Ms*** states that she attempted to cancel her services but it was deniedShe states she is moving and the condo complex does not allow holesShe believes this should allow a release from contractShe also states that she was refused the opportunity to receive a copy of her contract Protect Your Home can relocate her alarm system without the need of drilling holesWe offer a desk stand for purchaseThis allows for an installation without the need of holesIt can sit on a desk, countertop, or wherever it most convenient for herIf she chooses not to relocate her services, she will be responsible for the termination fees which equates to 75% of the balance of contract I resent her a copy of her contract to the email address she has listedI am unsure why an agent would refuse to send her a copy of the contractThe email was sent on June 12, I attempted to contact Ms*** and left her a voicemailI apologize for any inconvenience this may have caused Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 16, 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 she was not aware the technician would be keeping a wire when he said “he could use it.” She considers this theftShe is also concerned that he upsold her and did not show her how to use the ADT monitored alarm system Ms*** initially contacted Protect Your Home on February 2, in regards to an ADT monitored alarm systemThe promotion she called in on included seven wireless sensors, one motion detector, one keychain remote, and one keypadCredit for a glassbreak detector was added on a separate dayShe paid $for the installation fee and scheduled the installation for February 21, At the installation, the technician performed a thorough walk through of her home and suggested additional equipment that would best protect her homeMs*** purchased three smoke communicators and six more window sensors beyond the seven providedMs*** told me that she is the one who inquired about the smoke communicators and wanted the upgradeThey cost $apieceIn the end, she was charged for the additional equipment A technician came back out on May 10, and was able to review the functions of the alarm system with herShe said her questions were answeredThe agent was also able to show here where the “stolen cord” wasThe original technician did not steal it I contacted Ms*** and we discussed her concerns in detailI apologized for the poor experience Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

January 8, 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 dissatisfied with system issuesAcknowledgement of Resolution: In regards to Complaint #*** we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that client has an appointment scheduled for 1/11/16. Client has been given a $Visa Gift card due to system issuesPlease allow up to business days for gift cards to be receivedWe are definitely aware of client’s matter and are working to resolve the complaint in the most timely fasionWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider 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
Thank you for your help in getting a written response from ADT Protect Your Home I did not receive the attachments as listed, will you please help Reviewing the attachments may resolve the complaint.ADT PYH did provide reference to the location in the contract for the $charge I accept that statement To date I've continued to have automatic charges to my personal credit card and I've not received a statement in the mail Nor have I received anything in writing from ADT PYH regarding this query I will not consider this closed until I receive a paper statement from ADT PYH in the mail with the correct billing rate and the charges cleared from my credit card.ADT PYH claims I did not sign a contract upon original installation Partially true The first date of installation, the installation was incomplete and paperwork was not signed, per company policy The second day of installation paperwork was signed, but were "damaged in transit to the document processing center" as per the letter dated November 14, from ADT PYH Therefore the timeline is incorrect.ADT PYH timeline of payments seems off with my records With this online response, I am not able to cross reference my data with their note until I complete this rejection ADT PYH needs to provide a record of charges and payments per my original request.ADT PYH did not address the discrepancy in initial and current charges This needs to be addressed separately from the record of charges and payments
Kind Regards,
Carrie ***

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
I maintain I asked about the type of credit check first and the agent said it was soft, like a utility check, which does not trigger an alert on a persons credit reportsI have worked in the banking industry and I am very familiar with credit reports and what creates a hard vssoft inquiryI asked for a copy of the recording and was told it was proprietary information and I would have to subpoena the recordingI am fairly sure that is incorrectI believe I have a right to review the complete original recordingUntil that happens I will not be satisfied with ADT/Defender SecurityI am not calling anyone a liar but it is in their best interest to say that I asked after providing my SSNAs to their argument that I signed a paper allowing the credit check, that occurred days laterAt the time of the phone call, I was dependent on the sales agent telling me the truthHad I been told it was a hard check, ADT's equipment would not be in my houseMy acceptable solution is to pay Defender Security what I owe them for monitoring, get a refund for the activation and additional equipment, get released from my contract with no penalty and ADT remove their equipment from my home
Regards,
*** ***

May 27, 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
*** This letter is in response to the complaint # *** by *** *** By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systemsWe have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT After reviewing the account our records indicate Ms***contacted Protect Your Home to inquire about security service on May 2, afterreceiving a promotional flyer in her utility bill. The promotion being offered in the flyer wasa keypad, sensors, a motion and a key fob with a $installation feeMs.*** was also offered a $visa to offset the $installation fee.After speaking to our sales representatives, Ms*** was able to customizeher security package and was offered an additional $equipment credit aswell as a $equipment credit if she opted to swap her VISA for thecredit Ms*** had the security system installed on May 6,and authorized additional equipment to be installed in the amount $2809.00. Ms*** was set up on equipment paymentsthat were split into four payments, each in the amount of $The initialpayment was made on May and the remaining payments were scheduled to bededucted monthly as authorized in the credit card authorization form she signedwhich is attached for your records Ms*** called in requesting to cancel on May 13, 2015stating the install technician told her that she had days from install inwhich to terminate her services without penalty. The customer service representative explainedthat there is a three day rights of recession to cancel the accountMs***stated there was no mention regarding the cancelation of days at the time ofinstallationOur representative offered to downgrade her security system to alower monthly monitoring rate but Ms*** declined informing therepresentative that she cannot afford the security system. Ms*** had requested that her account becancelled without being held to the termination cost Ms*** called back few hours later with an ADTrepresentative requesting to cancel the accountThe customer servicerepresentative informed Ms*** that she would forward the complaint to ourescalations team to further review and someone would contact her soon Ms*** called back on May 19, andrequested to speak to a supervisor stating no one following up on hercomplaintShe explained to the supervisor that she wanted to cancel and thatshe would further her complaint to other avenues if not contacted. The escalations representative contacted Ms*** on May20, in regards to the complaint and authorized the release from thecontract and relieving her of the financial obligation for the terminationcostOur records indicate that a system pull is scheduled for June 3, toremove the system from the residenceMs*** has disputed her equipmentpayment on May 6, in the amount of $which was returned back to Ms.***’ s credit cardI did enter a refund for the initial payment of $backto the initial form of payment as wellMs*** would need to allow time forprocessing back to the card which can take up to daysWe apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns. Sincerely,Ana ***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.***@protectyourhome.com Tell us why here

November 6,
Revdex.com of Central Indiana
NDelaware St#
Indianapolis, IN 46204-
Defender Security Company
DBA Protect Your Home
Priority Way South Drive, Ste
Indianapolis, IN
Re: *** ***
Complaint No***
AcctNo. ***
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 reviewed Ms*** rejection response. Unfortunately, our response remains the same. Please refer to Section of your Alarm Services Contract
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

May 18, 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***, This letter is in response to the complaint #*** by *** ***By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systemsWe have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT After reviewing Mr*** response, it was verified that hecalled in on a promotional ad that he receivedThat promotional ad disclosesin the fine print that we require a satisfactory credit historyAs mentionedon our previous response, Mr*** provided the social security number for thecredit check to be ran. Mr*** thenquestioned if this was soft inquiry to which the agent did respond, “It’sthrough Equifax.” We then removed the remove the credit inquiry on March 30,as an effort to resolve his concernsWe would be willing to refund Mr.*** $96.46, the amount that was paid towards additional equipment and have itcredited back to the original form of paymentMr*** also received a$visa gift card incentive in order to help offset the $paid at thetime of sale. Our records show he receivedthe card on April 2, We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addressher concerns. Ana ***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.***@protectyourhome.com

August 1, 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***, This letter is in response to the complaint # *** by *** ***By way of background,Defender Security Company DBA Protect Your Home is an Indiana CorporationWehave been an ADT authorized dealer since that sells and installs ADTmonitored security systemsOnce the security system is installed, the contractis then purchased, billed, serviced and maintained by ADT We are receipt of Ms***’s complaintI contactedthe residence and spoke with Mr*** about the frustrations experienced sofarI have requested that collections waive the past due balance showing ontheir account, due to the inconvenience they have experiencedI will also bereviewing the account history to determine where the breakdown occurred andsend coaching to the appropriate management individualsMr*** will have*** contact me in order to further discuss the history and details. We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns. Sincerely, Amanda H***SrManager, Customer LoyaltyProtect Your Home ADT Authorized Premier ProviderE: Amanda.h***@defenderdirect.comOffice:317.***

Defenders
INCDBA Protect Your HomeDBA
Protect Your Home
Priority Way South DriveIndianapolis,
IN 46240Re: *** ***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 systems
We 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 dissatisfied with services/productRequests a release from contract.Acknowledgement of Resolution:In regards
to Complaint #***, we have
carefully reviewed the matter and bring forth the following recommendations
Client was released from contract on 9/23/and received an activation fee
refundTo date, account is closed (w/client being released from any financial
penalty) and further resolve is not required at the time.We
apologize for any inconvenience this matter has causedRegards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Before we agree that the company has resolved our dispute, we need clarification. The first response to our complaint stated that although we were told there was a one year warranty, that was a mistake and there actually is not a one year warrantyThis latest response contradicts that and now states that there is a month warranty. I’m sure you can understand our confusion, and how dealing with this company became a problem from the beginning. Therefore, we require confirmation that this month warranty includes all parts and labor and that there would be no cost to us whatsoever, including any surprise costs, if we required a service call.Once we receive that confirmation, we will consider the matter resolved. However, I take issue that the response states that sales tax was not discussed. My wife absolutely questioned George T*** about the sales tax. The call was on speaker and I heard it as well. Our original complaint stated that we were mainly interested in the warranty, but I just want to make clear that during that same phone call my wife asked George if tax was included and he replied that it was. There were many other minor things that we were told that were untrue (such as being told there would not be shipping charges applied to the gift card we were receiving, and there was in fact a $shipping charge), but we are reasonable people and do not wish to spend any more of our valuable time in frustration trying to deal with this very unreasonable company. The one sticking point we are not willing to let go of is the one year warranty we were promised As stated in our original complaint, this system has malfunctioned numerous times in the short time we have had it, including when we were on vacation last week and also today, 11/13/17, which will require another service call. The quality of this system is suspect and therefore we are adamant about receiving the warranty we were promised.We will wait to receive confirmation that this month warranty that is now finally being acknowledged by Defenders includes all costs involved with a service call as detailed above.
Regards,
*** ***