DEFENDERS d/b/a Protect Your Home

October13,2015 DefendersINCDBA Protect Your HomeDBAProtect Your Home3750Priority Way South DriveIndianapolis,IN 46240 Re: *** ***Complaint # ***Account # *** Thisletter is in response to the Complaint#*** By way of background,Defenders INC. DBA Protect Your
Home isan Indiana Corporation that specializes in selling residential alarm systems.We have 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. In regardsto Complaint #***, we havecarefully reviewed the matter and bring forth the following recommendationsOnOctober 6, 2015, customer was released from contract and funds ($107.27) werereturnedRemoval of equipment is scheduled for October 31, We havepromptly addressed the matter and it should stand as resolved.We extendan apology for any inconvenience incurred on behalf of the customer.Regards,CustomerLoyalty Representative Protect Your Home ADTAuthorized Premier Provider

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 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 that he would like the $reimbursed as promisedHe said he was to get a call back but never heard back from anyoneI contacted Mr*** in regards to his concernsIt had appeared that his concerns were already addressedHe confirmed that it was addressed prior to me reaching out and that he is expecting a check request in the amount of $I confirmed that I saw that amount pending to be paid on his accountHe states that he did receive the Visa incentive and is currently waiting on the checkI provided him my contact information and instructed him to call me if he does not receive the funds by April 10, I apologize if this delay inconvenienced him, but I appreciate the opportunity to address his concerns and ensure he was properly taken care of Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

June 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 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** requested clarification on a few invoices he receivedIt appears he has been in communication with our customer service representative who handles the general inboxIt appears the agent has tried many time to clarify, but he still does not understandI am going to try and assist One of the outstanding balance was for $This was for equipment chargesHe disputed a payment with his bank although he was already refunded and credited for the equipment he returnedThe outstanding balance of $was also outstanding for a dispute he filed with his banking institutionThere was another outstanding balance for $that was for a difference of a refund that was processedThat is all the information I was provided from the collections team I was advised that we received a payment for the outstanding balance as of today June 22, 2017, so the account will be adjusted shortly Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

October 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***
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 Thank you for your request to DEFENDERS, Incdba Protect Your Home, your ADT Authorized Premier ProviderIn order for us to proceed with reviewing your request, please follow the steps below: Obtain 2-estimates from a licensed contractor on the business letterhead. The estimate should also clearly display the company’s name, address and phone number. The estimates may be replaced with a paid invoice should you choose to pay for the repair work out-of-pocket. The invoice will need to have the same requirements as listed.Please provide pictures of the damages via fax or e-mail, as listed below.Include your preferred method of contact and the phone number or e-mail address so that we may follow up with you on the status of your claimPlease also include the name of the primary account holder, if it is different than yourself.Provide the above information to the fax number (317) 564-or by e-mail to [email protected] provide this information within days of the date of this letterClaims filed after this timeframe are subject to denial. We apologize for any inconvenience you have experienced throughout this processShould you have any further questions or concerns; please do not hesitate to contact me by telephone at (317) 808- Sincerely, DeUndre E*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 3, 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, 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 did not sign the contract and would like us to produce a contract with her signaturesShe states that she did not agree to the e-contractHer initial concerns stem to the monthly monitoring rateShe was quoted $27.99, but her rate was increased to $without her knowledgeShe said she was not made aware until two months laterShe would like released from the contract and the account cancelled The customer initially contacted Protect Your Home on January 4, in regard to an ADT monitored alarm systemIt appears there was a misunderstanding in regards to the $rateAlthough the customer mentioned having *** network, it is not compatible unless the customer also has the digital phone included with the networkIt was not clarified on the call, so the incorrect rate was quoted based on the assumption they have the phone service bundleThe agent initially assigned to work this case did not make the connection that “network” did not mean “digital phone”He assumed it was the same thing and declined allowing a release from contractOnce I was able to catch the error, I discussed this with him and we both agree it could have been made clearer on the sales callDue to the misunderstanding, the customer set up the service under a pretenseI contacted Ms*** and told her that I would offer a release from contractI also advised her of the option to have the system downgrade should she add a phone to her *** serviceShe chose to cancelSince Jaime is the account holder, I advised that I would need to speak with him to process the cancellationShe said she would have him call me when he is out of work to process the cancellationI apologize if they were inconvenienced during this process, but I appreciate the opportunity to address their concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 11, 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*** states that he was not refunded his equipment charges in the allotted timeframe quoted to youHe would like his funds returned as soon as possible Mr*** was due a refund for $within days from his system pull on December 26, Like Mr*** stated, the technician did not follow the proper steps to notify Protect Your Home that the equipment had been returnedThis is being addressed internally and proper coaching has been submitted for that technicianThis caused a delay on his refund, because it appeared that no refund was dueThe escalations’ representative had this corrected and requested an expedite on his refundHis money was returned on February 8, I did contact Mr*** to confirm the funds were received and left him a voicemailI apologize if this inconvenienced him in any way and I am open to discussing his concerns should he return my callI 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]

March 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 # *** 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 alleges equipment was removed from homeStates the immediate return of original equipmentStates “missing” items include keypad and motion detectorAcknowledgement of Resolution: Offer Pendiregards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that we have spoken with Service Manager and he confirms that, monitor and keypad were left on counterAs this has become a moot point, there is no further resolve to considerWe apologize for any inconvenience this matter has contributed Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here

January 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 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 a refund for the installation fee My records indicate the appointment was canceled on December 16, and the refund was submitted the same dayThe refund paid out of our system on December 28, If the consumer has not received this refund at this time, please contact me directly If the consumer would like to further discuss this, I can be reached directly at 317-860-I apologize for the inconvenience but appreciate the chance to address the concerns Sincerely, Emily B*** 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
The response itself confirms that they have abrogated their responsibilityThey installed on 10/12/and admit that they are only now processing the $Visa card over five months laterAlso, they now openly acknowledge that the camera is not "free" as advertised and they will only install it upon payment of a fee plus increased monthly chargesIt doesn't take a superior intellect to determine that this is a far cry from the original advertising material which obtained our custom
Regards,
*** ***

May 20, 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 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 account our records indicatethat our office received a complaint from ADT corporate in regards to acontract dispute on March 19, Ms*** was explained our standard processand we requested that she submit documents to support the claim. Ms*** was contacted after receiving thedocuments that she was asked to submit Ms*** was told the fraud packetwould be sent to an escalations representative for review Protect your home works with DocuSign as ourelectronic contract providerElectronic contract formats the customersignature into a font at the time the tablet is signed, similarly to fonts usedin Microsoft WordAfter the tablet is signed, we have safeguard where thecustomer inputs their contact information into the same tablet used to sign theElectronic Contract which then generates a phone callThen the customeranswers their phone and provides a verbal confirmation of signing theelectronic Contract by stating their name Our records show the phonenumber input into the tablet for the verbal confirmation was a phone numberthat was not linked to MsWilmotThe verbal confirmation was pulled andverified to be a gentleman with the name of Leroy MeltonMs*** did acknowledgethat her spouse’s name is Leroy In effort to resolve the complaint, we have agreed torelease her from the contract and release Ms*** of any financialobligation. Ms*** disputed all hercharges we have informed our accounting office to allow the disputeI havealso attached the letter confirming the cancelation for your recordsMs.*** was also mailed the same letter for her recordsWe apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns. Sincerely,Ana D***Customer Loyalty Representative Protect Your Home ADT 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 have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have since found out that Defender Security ran a credit check on me. I did not authorize this action. As a matter of fact, I told the representative I spoke with on the 13th when I scheduled the appointment that I did not want a credit check run & that if it was necessary I would not take the appointment. I refused to give him my social security number to run a credit check. He apparently ran the check using my date of birth and address. I have disputed this with the credit bureau. How can I trust someone to protect my home when they lied and ran my credit without my authorization? I want the credit check removed from my account and a cancellation of the contract without charge
Regards,
*** ***

August 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 # *** 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*** does not find the original response satisfactory and would like to have the original agreement she made with the installerThis would include covering the cost of the $activation fee for Pulse with video access After further review of this complaintMs*** made an arrangement with one of our escalation representatives to be compensated for the $activation fee on August 5, $in Visa gift cards, in addition to the original incentives, were mailed out to Ms***An agreement was made that once those Visa gift cards were received, she would call back to schedule the upgradeThe Visas were shipped out on August 10, I made an attempt to reach Ms*** to follwith this resolution and was unable to reach herI did leave her a detailed voicemail with my contact informationOnce contact is made with Ms***, we can schedule the upgrade and complete her resolution I apologize if Ms*** did not find the original response satisfactoryI appreciate the opportunity to resolve her concerns Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d***@protectyourhome.com

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. Since you do not intend on settling this matter amicably by releasing me from my contract for your lack of adequate service and your companies gurantee for good serviceI will move forward with my plansI am indeed very disappointed at the level of service that The Defenders aka Protect Your Home, has performedYour company has not assured me or made me feel confident regarding the safety and assurance of securing my homeFor you to have been in business since and improperly install equipment the way you do, to include leaving your customers without service and lack of immediate emergency response time is inexcusableFrom this point forward I will be executing my first amendment right of freedom of speech and any permissable acts regarding consumer rightsI will also post my review of your business service or the lack there of on any and all social media or websites that you advertise on.Thank you. Regards,
*** ***

January 26, 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 damages repaired from the installation of the system The consumer sent the estimates for the damages directly to meThe reimbursement check has been approved I am just waiting for it to be placed on my desk so I can mail it to the customer and provide him with a tracking number If the consumer would like to further discuss this, I can be reached directly at 317-860-I apologize for the inconvenience but appreciate the chance to address the concerns Sincerely, Emily B*** 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,
*** ***

May 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 *** ***,
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 ADTThe account holder is alleging fraud, misinformation and requesting to cancelOur office received this complaint through several different complaint avenuesI personally spoke to *** *** on May 11,2016, it was determined have reviewed the sales call that took place on April 30th & May where *** *** was offered sensors, motion and key fob was offeredCell uplink was pitched for $48.99, month agreement was discussed with prorated amountThe account holder advised sales representative he would need to discuss with WIFE before scheduling since he works out on the boat for weeks out of the monthHe did inquire on camera service agent advised it would $MMR a month and $Activation which account holder understoodThey explain the interior cameras are $additional and we currently do not carry exterior cameras*** *** did call back the following day to schedule the service to discuss security since he is out on Boat till 05/due to workThe account holder did get qualified and he advised his wife will be there for serviceOur sales did ask him if she had POA or permission to sign his nameHe advised he was not sure but she can sign the contract since he will not be there for serviceI have spoken to the account holder in regards to the complaint and I did advise him we did review the sales call and explained to him what was discussed and what approval was given for wife to sign the contract I did explain the DocuSign process and how it is legal binding contract and we were able to confirm the wife was on the voice recordingI did agree to release him from his contract and waive the termination cost I did advise him that we are not removing the equipment and no refunds on our side since he will be receiving $in visaThe account holder did mention that he has filled an Revdex.com Complaint in the state of Indiana and has just opened the Attorney General in the State of Ohio complaint # due to misleading sales, rude reps and lack of follow up He does indicate that he has requested a supervisor on several occasions however everyone he speaks to advise no one is available*** *** did mention he would be contacting the Revdex.com and AG to have the complaints closed since the issues has been resolvedI will also be attaching my confirmation letter that was provided to *** ***We apologize for any inconvenience or frustration that *** *** may have experienced and we appreciate the opportunity to address his concernsSincerely, Ana *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: *** Tell us why here

July 10, 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 # ***Account # *** Dear Ms
***: This letter is in response to the complaint # *** by 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 After reviewing the account I do show that Ms***called in to inquire on service at her residence. During the initial call on June 2, oursales agent disclosed that we do take the pro-rated amount within hours ofinstallationAdditionally, the contract billing sheet discloses how ourbilling works which I have disclosed for your recordsI have also attached Ms.***'s contract which also discloses the first month bill I also show Ms*** spoke to ADT billing team inregards to her bill on June 15, requesting a refund however she wasinformed it was valid chargeADT Corporate LLC offered Ms*** monthscredit however Ms*** declined and became very disrespectful with therepresentativeIn effort to resolve the complaint I have added a $VISAfor inconvenience and requested the Visa be expedited rather than going throughthe redemption processMs*** will receive the Visa within 10/business daysWe apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns. Sincerely, Ana D***Customer Loyalty Representative Protect Your Home ADT 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 have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is an unacceptable solution because this is exactly what I have been doing for the past months and I contacted Revdex.com right after speaking with them and being placed on hold for too long the last time. I spent over hour of my time just on that day. Each time I call and speak to customer service I am given another dollar amount that I owe. (I call them that Saturday and was told one dollar amount only to call back to pay the amount they told me I owed during the first call only to be told I owe more on the second call.)Since this is supposedly a reputable company that has been in business since the late 90s one would hope they have a billing department that can provide an itemized bill so a customer can have proof of what is due and they can not change it (always to their advantage). Since this is such a big company I would not think that I the customer would need to do their accounting for them.My hope in contacting Revdex.com is not only to solve my issues and get my account settled but to prevent another customer from having to spend the countless hours and unnecessary emotions on resolving their billing questions/issues. That they are unable or unwilling to provide a printed statement tells me that there is indeed some uncertainty on their part for how they determined what is owed.I am requesting a printed copy of all activity to my account since 6/13/15. I have made a payment and want to settle my account but do not want to be further ripped off by this company due to their incompetence. I have major concerns about them having the upper hand and being in a position to negatively affect my credit which is in very good standing.I have spent way too much time dealing with this over the past and now months and would like this resolved ASAP and paper monthly billings sent to my home going forward until my contract with them is up and I can end this nightmare of poor service and confusion by a supposedly large reputable company.
[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 find that this resolution would be satisfactory to me.
Regards,
*** ***

December 27, 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 the equipment removed and the services terminated At this time, a cancelation will come with a penalty of 75% of the remaining balance If the consumer is willing, I would like to schedule a service appointment to remove the additional equipment or a refund and credit to the accountIf the consumer has a compatible landline, I can approve an appointment to remove the Pulse feature and connect the service to the landline for the lower $rate If the consumer would like to further discuss this, I can be reached directly at 317-860-I apologize for the inconvenience but appreciate the chance to address the concerns Sincerely, Emily B*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]