DEFENDERS d/b/a Protect Your Home

July 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 # *** 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 his system was not working and that the company refused to helpHe would like released from the contract with no adverse action to his credit Mr*** called into our office on July 5, to cancel because ADT was not receiving signals from his systemA service appointment was offered to correct this issue, but he only wanted to cancelWe offered to help and scheduled a service appointment for July 7, He said he would proceed with filing a Revdex.com complaint since we would not let him out of the contract The service appointment was completed and everything is now workingAlthough the issue was resolved, he proceeded to request a cancellation without penaltyOn July 10, one of our associates offered to reduce his contract termination charges to 50% of his contract balanceSince the issue was resolved, a full release from contract was denied I placed a refund request on his account for $to compensate for the downtimeI attempted to contact Mr*** and left him my information via voicemailI apologize if this inconvenienced Mr***, 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]

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
As per our conversation last week, I'm continuing to be incorrectly charged for services that should be per our Revdex.com resolutionThis month on October 6th I had three charges for Instead of being charged incorrectly once, this month it was three timesI called and emailed Cierra C*** numerous times without a return response to this matterI called other representatives who said they would contact her which hasn't helpedI even had one rep say she would credit me which still hasn't happened after weeksI'm not sure how to handle this matter going forward and appreciate any assistance you can offer Thank you *** *** 732-616-***@aol.com

Our upper management team is aware of the issues and they are handling *** *** Concerns and scheduled to go out on 07/to install pulse VIDEO

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 researched into Mrs***’s complaint and located her account. Our records show we installed the system on October 1, 2014. On October 3, we received her signed Notice of Cancellation request. It was processed that day, and her system was removed on October 6, 2014.
Her install cost of $was refunded on October 7, back to her credit card. The equipment costs of $were refunded back to the checking account on October 24, 2014.
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

March 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 ADTSummation of Complaint: Owner of complaint states incorrectly billedAcknowledgement of Resolution: Offer Pendiregards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that the Billing Department has updated matters of billing adjustmentIn moving forward, this matter is rectifiedWe are committed to ensuring that this matter is effectively resolvedWe will provide the client with month MMR credit for the month of March (that amount will be equal to $44.99)However, this minor oversight in billing, does not provide ground for voluntary cancellation without penaltyPlease be advised that if you cancel, you will become responsible for the 75%BOCWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Thank you for taking care of my caseIt took me months to find someone can really take an actionProtect Your Home(PYH) sent the contract to me on Nov, 28thI received it in DecemberIf They send it out earlier, I did not have to contact with Revdex.com. I met the technician from PYH on Dec, 9thHe told me that the equipment on my windows are not window sensors, they are shock detectorHe also told me that shock detectors are $more expensive than window sensorsBase on the advertisement from PYH, the value of one window sensor is $43.00, shock detectors should be $each, I got installed, the total cost should be $756.00, plus tax the total amount should be $But PYH charged me $for these equipmentThe technician told me that the keychain remote control should be free One of my friend got ADT installed recently for the monthly rate of 27.99/monthADT company provided keypad, motion detector, keychain remote, door sensors and window sensors for freeBy contacting PYH, I only receive one motion detector and one keypad and door sensors for freeThe package from ADT company is much better than PYHI did not know that PYH is a dealer of ADT.On Dec, 9th, the technician from PYH confirmed with me that since I upgraded from $27.99/month to 36.99/month, I do get maintaining and equipment replacement for freeThis contents are not mentioned in the contractI signed the contract and sent it back to priority way, IndianapolisThe address on the returning envelop provided by PYH is priority wayI called the customer phone and confirmed the address should be priority wayI also confirmed the address with the technician I met on Dec, 9thWish MsF* will be able to receive it next week.There are four mistakes that made by PYH:1, monthly rate;2, the over charge for the equipment;3, the contents of the contract;4, there is no local office in Greenville, South CarolinaPlease do not put a fake address on the websiteI made trips and tried to find the local officeThere is no such office at that addressPlease also give customer a correct address on the returning envelop.I wish that PYH can correct these mistakes, give me refund of $for the over charged equipment fee and put what technician said(free maintaining and free equipment replacement) in the contract
Regards,
** ***

October 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 # *** 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 After review, we have cancelled the consumers accountIt was a pleasure in speaking with you and happy that we were happy to assist in a resolution Thank you for bringing this to our attention Sincerely, DeUndre E*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

October 8, 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
*** *** This letter is in response to the complaint #*** by *** * ***By way of background, Defender Security CompanyDBA Protect 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 *** *** Account I do show that internalcollections team did attempt to contact *** *** via phone on severaloccasions in the month of August & September at least times however wedid not receive a response back from herWe sent her account to outsidecollection agency on September 15th. We finally received a response from *** *** on September23rd where she expressed her dissatisfaction with being sent to 3rdparty collections and our agent advised her that we have not received a paymentfor her monthly monitoring rate since May 25, Our collections team didopt to remove her from 3rd party collections in effort to resolve issuesand she was advised that we would not refund for the equipment that she paidsince it is hers from day one and she disclosed she was going to go withanother company for serviceWe requested the account be pulled back from 3rdparty collections agents. 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: *** / F: *** ***

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 find that this response/resolution is 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.I was never advised to wait to send the financial documentsI was told the funds should already be there and to send my documents over immediatelyI repeat, the agent explicitly stated that I needed to send over my documents IMMEDIATELY as the funds should already be in my accountI compliedI was never informed of next stepsWhen I called back after the fax, they refused to even speak with me and transferred me to a corporate representative who was dumbfounded by their requestAgain, Crystal stated in her previous email more blatant lies and failed to produce the financial documents she claimed weren't in the initial fax but then said I shouldn't worry about them.I'm worriedPlease produce the missing documents and security measures taken to protect my information.
Regards,
*** ***

September 18,2015 Revdex.com ofCentral Indiana N.Delaware St#2020Indianapolis,IN 46204-2599 DefenderSecurity Company DBA ProtectYour Home 3750Priority Way South Drive, Ste Indianapolis,IN Re:
*** ***ComplaintNo***AcctNo *** Dear Ms.*** This letter is in response to the complaint #*** filedby *** ***By way of background, DEFENDERS DBA Protect Your Home is anIndiana corporationWe have been an ADT authorized dealer since thatsells and installs ADT monitored security systemsOnce the securityWe reviewed the account for Mr*** *** and reviewedthe sales call. After review of thecall, we learned that Mr*** was misinformed about the monitoring ratewithout a landline phone. We will beoffering a refund in the difference in monitoring rates for the upgradedservice. We contacted Mr*** onSeptember 14, to advise him of this offer. A refund will be processed in the amount of $and Mr***confirmed that this would resolve his complaintWe apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns.Sincerely, Cierra C***Customer Loyalty RepresentativeProtect Your Home ADT Authorized Premier ProviderE: Cierra.c***@defenderdirect.com

Revdex.com:
[Provide details of why you are not satisfied with this resolution.]
I reviewed the offer and realize that I am just one costumer out of thousands and will never get a fair resolution from this companyI was treated very poorly by this company
Regards,
*** ***

June 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*** states that she was offered a $credit and has not received it yetShe would like the check mailed as soon as possible A check was mailed on June 14, for $She should receive it shortlyI apologize for any inconvenience this may have caused Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com: I feel like no individual should have to be forced in a contract with a company that has been so lying and conniving as defenders is and I honestly want nothing to do with a company that had no regards to people and there families like defenders does and only look at people and wonder how they can take more money from them no matter what state it might put that individual and his family in...I will keep declining offers until I get released from my contract that I got sucked into...defenders should have received a letter from the attorney general on my behalf and if they want to go to court over this I am ready to go cause there are laws to protect people like me against companies like defender...thank you
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
Regards,
*** ***

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 alleges damages to wall after system removal and unknown bank
charges.Acknowledgement of Unsatisfactory
Resolution:In regards
to Complaint #***, we have
carefully reviewed the matter and bring forth the following recommendationsPer
notes (10/21/15), client was refunded an amount totaling $Please be
advised that this may take an additional 7-business days to reflect on
client’s bank accountIn regards to “damage” from system removal, we inform
client that we do not repair holes in walls left from the removal of the
system. However, we have sent client a
$Visa Gift card for any inconvenience this matter has contributedWe ask
that the client allows up to business days for gift card to arrive.We do
extend a sincere apology as it is always our top priority to provide 100%
customer satisfaction.Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here

May 8, 2015 Revdex.com ofCentral Indiana N.Delaware St#2020Indianapolis,IN 46204-2599 DefenderSecurity Company DBA ProtectYour Home 3750Priority Way South Drive, Ste Indianapolis,IN Re:
*** *** ComplaintNo***AcctNo *** Dear Ms.***, This letter is in response to the complaint # ***filed 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 ADTAfter reviewing the customer account we show that hisaccount was cancelled due to non-payment on March 4, 2015. The last payment ADT received from theaccount holder was on September 22, 2014. Mr*** was sent a letter on the December 22, advising is accountwas days delinquent and he would need to submit for payment. Weshow there was another letter send to the customer after days past due onthe January 21, Mr*** was also sent letter notifying his account wasin jeopardy of cancellation due to non-payment on the February 7, The account holder was contacted by the collectionsteam on February 19, and a message was left regarding the outstandingbalance at the time of $Mr*** did contact our collections team on April 21, 2015to attempt to reinstate his account. However, he was not willing pay the fees to reinstate his accountWe docharge a reinstatement fee of $+ months ($134.97) in advance as well asthe past due balance of $227.95. We arewilling to waive the re-instatement fee of $99.00, but account holder would beresponsible for past due balance on the account and the months of monitoringin advance. If he opts not to proceedwith reinstatement, he would be responsible 75% of the termination cost on hisaccount, which is $We apologize for any inconvenience or frustrationthat the customer may have experienced and we appreciate the opportunity toaddress his concerns. Sincerely,Ana D***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d***@protectyourhome.com

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 belowWhen I spoke to *** and voiced my concern about all my windows being covered, he assured me that I would have a CREDIT of $to spend to get the remainder of equipment AFTER the initial sensors offered. When asked to hear at least a transcript of the conversation, I was denied. I believe *** provided incorrect information (based on your policy) to keep me as a new customer. I would not have willingly purchased a system which did not 100% cover my home. What is the point in that? Furthermore, I had days to cancel (CA law) and after calling your customer service team NUMEROUS times, not a single rep would listen to the call and answer my questions before the days expired. I was promised to receive a phone call after your "retention" team listed to the call and I am still waiting...guess I shouldn't hold my breath. Bottom line, I was sold your product over the phone and you did not provide all that was promised. Regards,*** *** %

April 11, 2016Revdex.com of Central IndianaNDelaware St#2020Indianapolis, IN 46204-2599 Defenders INCDBA Protect Your HomeDBA Protect Your HomePriority Way South DriveIndianapolis, IN 46240 Re: * ***Complaint # ***Account # *** Dear ***
*** This letter is in response to the Complaint #***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 ADT. Summation of Complaint:Owner of complaint requests account be reinstated.Acknowledgement of Resolution:In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsWe find that client was provided 30-60-90-day notices (communication of notice took place on: 9/1,10/1,11/2,12/3/Numerous attempts were made to inform the client that payment information was incorrectDue to the failure to respond, client was routed to our 3rd party collections agencyTo date, client would have to speak with *** * *** @ *** *** *** as a manner of resolve.We apologize for any inconvenience this matter has contributed. Regards,Customer Loyalty RepresentativeProtect Your HomeADT Authorized Premier Provider

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 Ms*** called Protect Your Home on a promotional flyershe received with a free equipment package of sensors and a $Visa giftcard During the initial sales call, themonth agreement was disclosed both by the sales representative and towardsthe end of the call in the recorded terms and conditionsAdditionally, the promotionalflyer does disclose there is a month agreement in the fine printIn regards to the alarm on October 17, the records withADT indicate that the ADT monitoring center contacted the primary number onfileA women answered the phone, but informed the ADT monitoring centerrepresentative she would need to check with her sisterThe ADT representative dispatchedauthorities. The ADT monitoring center alsoshows monthly signals have been received on the account and they are not showingany indication of system issuesWe have since offered to lower her termination cost to 40%of the remaining balanceMs*** did pay her termination cost of $ onApril 23, We apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address herconcerns. Sincerely,Ana D***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d***[email protected] Tell us why here