DEFENDERS d/b/a Protect Your Home

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
[Provide details of why you are not satisfied with this resolution.]
Regards,
Corlin ***

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 belowI have not received my refund of dollars for my install this was supposed to be approved on 4/18/per managerThis is not the caseI called this authorized dealer, and they said it is processing and not approvedThey said it can take up to to business days to get approvedThis is not okSince zi was promised to have this money alreadyIf I knew that this would happen I would have canceledIf this does not get resolved I will take this matter a step further.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

April 10, 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, Mr*** states he did not receive the refund in the time frame listed in the Notice of Cancellation formIt stated that he would receive a refund within business days from the date of his sign cancellation formHe would like the refund paid as soon as possible and the equipment removed The equipment was removed on March 29, The refund was processed and paid out on April 4, I have brought this to the attention of upper management since the refund took business days versus the ten business days listed in the notice of cancellation formI apologize if Mr*** was inconvenienced by the refund delay 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. ADT will send one of their technicians out to service my equipment even though its less than days because the Victorville office of Protect Your Home hasn't returned ADT's call.
Regards,
*** ***

July 22, 2015Revdex.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 # ***Account # *** Dear Ms***: This letter is in response to the complaint #*** filed by ***By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporationWe 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 Ms*** rebuttal we are asking thatthe complaint be rerouted to ADT CORP LLC due to ADT is currently billing herand charging her $and we show it was paid on July In regards to Ms.*** response to her particular police department, medical as well as firedepartmentADT CORP would be responsible for determining who would respond andworks with the local municipality to determine thisWe apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address her concerns. Ana D***Customer Loyalty Representative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized Premier ProviderE: anamaria.d***@protectyourhome.com Tell us why here

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,
*** ***

November 3,
2015Revdex.com of
Central IndianaN
Dela*** St#2020Indianapolis,
IN 46204-2599Defenders
INCDBA Protect Your HomeDBA
Protect Your Home
Priority Way South DriveIndianapolis,
IN 46240Re: *** ***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 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 alleges grounds for release of contract.Acknowledgement of Resolution:In regards
to Complaint #***, we have
carefully reviewed the matter and bring forth the following recommendationsWe
have cancelled the contract and will issue a refund of $(this amount
reflects monies paid)Please allow up to business days for the refund to be
receivedAt this time, no further resolution is required.Our
organization apologizes for any inconvenience this matter has contributed.Regards,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 that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

January 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 Mrs*** *** initiated most, if the not all the conversations with Protect Your HomeSince the complaint is listed in the name of *** ***, I will be referring to him in my responseIn summation of the complaint, Mr*** states that he decided to cancel his services within the three day right of rescission windowHe was advised the return would take days and was refused any opportunity to speak with managementHe was also charged for services before he thought he would be chargedHe would like the system removed and his money returned Mr*** paid $for the installation fee on December 20, when he first inquired about the ADT monitored alarm systemThe installation was completed on December 21, and he paid $for additional equipment installed in his homeHis monthly rate was set as $for Pulse Select, cellular uplink, and the quality service placeAfter the installation was completed, he was charged $for the first monitoring billThis charge included the prorated month of December and for the entire month of JanuaryNot only was this discussed on the sales call, it is also stated in the contract and additional paperwork provided to the customer The notice of cancellation form was processed on December 26, It was time stamped for December 23, which is within the three day cancellation windowThe system pull is currently scheduled for January 5, The money paid for equipment will not be refunded until after the equipment has been removedADT will be processing the prorated bill, so any refund inquiries for that charge needs to be directed to ADTIn regards to the installation fee, that is currently being processedIt can take up to days to see those funds returned from the initial request date Mr*** was shipped $in Visa gift cards before the account was cancelledWe will not require those to be shipped backIn regards to the customer service complaint, that will be internally reviewed for coachingI apologize if Mr*** was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

August 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 # *** 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 $was refunded to Ms*** on July 11, from Protect Your HomeI contacted ADT at 1-800-369-and was advised that a $refund would be paid out within three-five days$was already returned to Ms*** Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 10, 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 We have researched this accountand found that the customer did cancel their service within the day earlytermination period. The equipment wasremoved, however; a system error did not place it back in inventory to allow a refundto be paid. I have had the equipmentadded back to the inventory and a check has been requested for $422.00, theamount that was paid. I have requestedthat this payment be expedited and the customer should expect to receive itwithin 10-days. 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-

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 spoke with *** ***, Customer Loyalty Representative of ADT Authorized Premier Provider and he offered me $in credit cards to compensate me which I appreciated very muchIt was not until he furnished me with a copy of my contract via email and I instantly realized that my initials on the contract had been forged and were not mineI am very much disappointed and shocked that ADT will send a fraudster into a customer's homeI rescinded the delivery of the credit cards for compensation and told *** that I will be filing a fraud police report shortly.*** *** sent me via email ADT's fraud package on 2/17/which I need to complete and furnish to ADT within days.Many thanks for your prompt action in the matterI will keep your offices apprised.Regards,*** ***

January 16, 2015 Revdex.com of Central Indiana EWashington St., Ste Indianapolis, IN Defender Security Company DBA Protect You Home Priority Way South Drive,Ste Indianapolis, IN Re: *** ***Complaint No***AcctNo. *** Dear Ms***, Thisletter is in response to the complaint #*** filed by Mrs. *** *** By way of background, Defender Security Company DBA Protect Your Home isan 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 We haveresearched into Mrs***’s complaint and have determined that this account hashad all refunds issued to the customerWe issued a refund to the CheckingAccount on file for the duplicate installation fee on 12/30/2014, we alsoissued a second refund on 1/1/for the overdraft fee that was charged dueto the above duplicate fee. I will alsoput in a request to have the Visa card for $sent directly to the customerinstead of them having to go through the redemption process. We apologize forany inconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address any concerns. Sincerely, *** ***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

March 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 # *** submitted by *** * *** in regards to *** ***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 Protect Your Home did not make it clear that we were an authorized dealer for ADTHe also states that the system did not work properly, so they decided to cancel within their three day cancellation windowThe equipment was removed, but he was denied any assistance for drywall repairHe would like his funds returned and lack of clarity with our advertisements addressed According to our records, the customer was referred to us through one of our business partnersThey were transferred to us to discuss an ADT monitored alarm systemIt is disclosed in the terms, on our uniforms, and on the contract that we are Protect Your Home and ADT Authorized Premier ProviderAny of our mailer ads also contain our information and disclose that we are Protect Your HomeWe have a department in place to make sure we are in compliance with ADT and their marketing requirements ADT would not be able to take over the contract until it is purchased from Protect Your HomeMr*** cancelled the contract before ADT purchased itTherefore, there is nothing ADT can do to assist with his concerns other than refer him to Protect Your HomeAt this time, ADT would only be able to address his refund status for the prorated bill His refunds have been paid out by Protect Your Home$was refunded on March 10, and his $was refunded on February 24, If he was charged a prorated monthly, he would need to contact ADT at 1-800-369-to check the statusI apologize if he was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

I will be willing to stay with the company if we can have a fresh start ; better service and a one-year contract ! This way I can measure there performance . and if it is good; I will use there service for my other
investment properties

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. ADT is not being truthful about their service call as I did accept it but like I previously explained, the man wanted to tape the sensors back on with red tape. This was an unacceptable resolution to the problem. Secondly, I never asked for the VISA cards, an obvious attempt from ADT to keep me quiet. Now, they have been charging my credit card for a service that is defunct and as a result, I will file a complaint with them as well to have this theft stopped. If this issue is not resolved immediately, I will take this issue to Small Claims Court and sue ADT for the maximum
Regards,
*** ***

March 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 sold on the camera services included with the burglar alarm systemShe was interested in the exterior cameras, but was advised after-the-fact that Protect Your Home does not offer them at her locationShe sent in her notice of cancellation and would like to be cancelled, refunded, and contacted by a manager Ms*** initially contacted Protect Your Home on March 2, in regards to an ADT monitored alarm systemShe was installed on March 4, and was set up with the camera monitoring service for interior cameras onlyThe Philadelphia branch currently does not install exterior cameras, so she was directed to contact ADT corporate in daysADT can install in exterior cameras in her area, but we have to wait until they purchase the contractShe would also be responsible for purchasing them from ADTI will send feedback to the sales team to see if they have a list of which branches can and cannot install exterior camerasIt would be a step towards preventing this from happening again Ms*** did send in her notices of cancellation form, but she was offered three months of free services, a downgrade to $and an immediate fulfillment in her incentivesThe downgrade is currently scheduled for March 18, I attempted to contact Ms*** to follow up with her to make sure this is what she wantedI left her a voicemail with my contact information 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.
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
From: *** ** *** Sent: Wednesday, June 14, 2:PM To: 'Customer Relations' Cc: ***; info Subject: RE: you wasted customer time case # *** * *** ID #*** Hello : How do you figure out these amount $ and $ ? Why did you get Invoice(1) $ and Invoice(2) $ ? Could you please explain to your customers more? I was very confused by you !!! Best Regards !
*** **

May 9, 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*** *** alleges she was never advised we are an Authorized Premier Provider of ADTShe alleges that she was not advised there would be a month agreementAfter reviewing the account *** *** was transferred to our sales department on August 30, by our 3rd party business partners due Comcast being a No show for their installation so she wanted to continue with another providerDuring the sales call our sales agent verbally advised *** *** there was a month agreement as well as the recording terms and conditions of the sales call mentioned there was contract in place. *** *** security system was installed the following day and contract was signed acknowledging month monitoring agreementOur contract also reflects we are an authorized dealer which I have attached for your records and also included mover’s clause our company also offers*** *** called in to cancel service on May 2, advising she was moving and no longer in need of serviceShe advised our customer service agent she was not relocating service either and she was advised of termination cost that would be assessed which is 75%- $1088.26. *** *** called in the following day in regards to the termination cost on the account and requested to speak to a managerOur escalation manager spoke to her in regards to the account and advised her since she is breaking the contract she would be responsible for the contract that she signedThe balance is owed due to early terminationWe apologize for any inconvenience or frustration that *** *** may have experienced and we appreciate the opportunity to address her concerns and reach a resolutionSincerely, Ana Dau-Farr Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: *** Tell us why here