DEFENDERS d/b/a Protect Your Home

March 12, 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 Your Home is anIndiana corporation that specializes in selling residential alarm systemsWehave 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 I have researched this accountand previously sent Mr*** a letter outlining the issues that Mr*** hassent into Protect Your Home was written and mailed to him on February 27,2015. In this letter I outlinedresponses to each issue he had and additionally made an offer to reimburse thecustomer for the fees of the additional equipment along with a month creditfor his monitoring. A colleague of minehas spoken to Mr*** since this time and he was at work as stated he wouldcall them back, to date there has been no return call We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, Mandy H***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-3833 Tell us why here

January 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***
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 not be charged to move the service I spoke with the consumer and she will be reaching out to *** *** and trying to reconnect the service she had active at the new locationIf we can confirm with ADT that a new service was established through *** ***, the termination fee will be waived for the old location 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 meIf the reimbursement is not received, I will make contact with the Revdex.com for further discussion
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,
*** *** When the full amount is credited then I will consider the complaint closed

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 Mr.*** complaint pertaining to the refund of the installation feeA refund was issued on November 19.2014.1f there are any additional questions or concerns feel free to reach me at the contact information provided below
We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address his concerns
Sincerely,
Maudy H***
Customer %

November 13, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: *** *** Complaint No*** AcctNo***
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 contract, all the equipment to be removed, and reimbursement for the damages done My records indicate the cancelation request was honored and the equipment was removed on November 8, I will be mailing a letter to the customer outlining our damages processWe will need 2-estimates on the cost of the repairs or one paid invoiceOnce that is received I will move forward with any necessary reimbursement I apologize for any inconvenience but I appreciate the opportunity to address these concernsIf the consumer would like speak further, I can be reached directly at 317-860- 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
[I have tried unsuccessful to contact Crystal at 1-317-810-and have not been able to reach her Again, I have contacted *** *** and have been told that they are waiting for you to response back to the chargeback I can not cancel the complaint It will only be closed when *** *** have all of the necessary information from you to do so.I feel that you company continue to harass my husband and I calling from different numbers to our cellphones asking us to call Defender I am a working employee just like you and can not trying calling through the Defender calling systeming to get information This is way I asked *** *** to get involved The number to reach them to inquire about the chargeback is 1-800-*** I am sure that your accounting department knows the proper way to check on your chargeback. Again the money that *** *** put back into our account is TEMPORARY I paid you once, cancelled my subscription because the equipment did not work, could not get anyone at Defender to call me back to come and get the equipment, at that time I informed *** *** of the dispute and they took it from there They issued us a TEMPORARY credit until they got the money back from youThey stated that they sent you a request and are waiting for your response On January 7th when your company issued me back the installation fee only of $ This was the refund that was due back to me after I paid you on December ist or 3rd It was the refund of the money you owed me It was not me being paid twice......it was the money that back that I paid you I do not understand why your accounting people can not understand that. I am requesting that you contact *** ***, Your Bank, or your accounting department for resolution Please stop contacting me My next step is to take Legal Action for the harassment
Regards,
*** ***

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
Regards,
*** ***i want to hear that phone conversation and also I want to talk to the installer They are lyingThank you

June 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 # ***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 reviewing the account I show Mr*** did submit the notice of cancelation within the rights of recession on June 12, He did express his dissatisfaction with the installation processWe show the customer system was removed on June 17, I show we currently have pending refund for $and $back to the initial form of payment. We also reflect that Mr*** did receive $VISA and $VISA that was mailed to the address on file on June 16,We apologize for any inconvenience or frustration that Mr*** may have experienced and we appreciate the opportunity to address his concerns and reach a resolution Sincerely, Ana D*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d***@protectyourhome.com Tell us why here

June 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 *** *** 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 *** *** is upset in regards to the information she received in regards to what was included in her package causing additional charges After reviewing the initial sales call that occurred on May 24, after a recent break in she hadThe package she did call in on sensors, motion and key fobAfter speaking to manager on the phone they did customize her package by authorizing an additional sensors on the accountOn the end of the call they did do a recap of the package which included sensors, motion, and key fobWe show that *** *** was installed the following day*** *** did agree to purchase additional equipment totaling $and she opted separate payments of $The month is for landline service and we show she did upgrade her package to Pulse package changing her monthly monitoring rate to $ In regards to the warranty on our equipment she would need to refer to the terms and conditions of the contract she signedPlease refer to article 9, and of the contract which advises what is covered and exclusions of the contractAlterations is not included in our warrantyIn effort to resolve the issues we willing to waive the 4th equipment payment of $which is scheduled to withdraw in AugustWe show the Certificate was mailed to the address on June 15, We apologize for any inconvenience or frustration *** *** may have experienced and we appreciate the opportunity to address her concerns and reach a resolution Sincerely, Ana *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: ***

October 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*** Account No***
Dear Ms***, This letter is in response to the complaint # *** by *** ***By way of background, Defenders, Incdba Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADTIn summary, Ms*** would like to either have Defenders cover the cost of a new alarm system or have the allowance to switch to ADT corporate and have the contract with Protect Your Home waivedMs*** contacted Protect Your Home on February 24, in regards to an ADT monitored alarm systemShe contacted us based on a promotional offer she received from Protect Your HomeThis advertisement showed a rate of $and a free basic monitored alarm system with a $installation feeMs*** paid $for the installation fee and scheduled her installation for April 6, Ms*** entered into a contract with Protect Your Home on April 6, and opted for the Pulse servicesShe agreed to pay $for Pulse, cellular uplink, and the Quality Service PlanThe rate of $is offered to alarm systems connected to a basic landline serviceThe Quality Service Plan and Pulse is not included in that rateShe ended up paying an additional $for additional equipment, but she was given $worth of equipment that she did not have to pay for by signing up through Protect Your HomeADT did approach Protect Your Home on June 27, about this account and offered to set her up with a new corporate accountProtect Your Home agreed to waive the balance of contract once it was confirmed that Ms*** had started a new service with ADT and that ADT reversed the charge back on her contractADT made many attempts to contact Ms*** to schedule a service/installation, so that a technician could convert her system to a corporate oneDue to no response, her new account with ADT was cancelledADT advised that they would not reverse the charge back on her contract until the customer has set up the corporate accountHer account was sent to outside collections with Protect Your Home on September 30, It was sent to *** *** *** ***Protect Your Home can pull the account from collections, but she would need to set up the corporate account firstI was advised by ADT that she would need to call 1-800-238-and request the CRD department to set this upOnce Protect Your Home has confirmed that her account is active with ADT, we can request the chargeback reversalI apologize if Ms*** was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 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 # *** 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, Ms*** states that her father was transferred to a nursing home shortly after the installation and would like his account cancelledShe states that the correct documentation was sent in, but it was not been processed I contacted Ms*** in regards to her concernsI requested that she forward me the paperwork and she compliedOnce the email was received, I processed the cancellation on the account of Mr*** ***I explained to Ms*** that Mr*** contacted us for the service and he authorized the transactionShe advised that he was paranoid with his neighbors and was afraid they were breaking into his homeI stated that this could be the reason he inquired about the serviceI also stated that we are not allow to refuse service based on age or disabilityIt is considered discriminationSince he was capable or setting this up, we made sure to address his security needsI am unsure where the original document wentI apologize if Ms*** was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

After reviewing the account I do show Ms*** called in to inquire on promotion she received that included sensors, motion and key fob with VISAAfter further speaking to sales they did customize her package to provide some additional protectionBut on the day of installation there was some
additional equipment that was installed to ideally Ms*** would have been paying for additional protectionOn June we received the request to switch out the VISA for additional equipment credit. In effort to resolve the complaint we have added the VISA and customer would need to allow 10/business daysAna D***Customer LoyaltyRepresentative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized PremierProviderE: anamaria.d***@protectyourhome.com

March 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 # *** Account # ***
Dear *** *** This letter is in response to the Complaint #***By way of background, Defenders INC. DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT Summation of Complaint: Owner of complaint states system issuesAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate an Escalations Rep ( is currently working with the client to resolve the issueAt least attempts have been made to contact the client and voice messages leftTo date, client has not followed upThey would need to contact our customer care We apologize for any inconvenience this matter has caused Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

February 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 # *** Account # *** Dear *** ***, This letter is in response to the Complaint #*** By way of background, Defenders INC. DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT Summation of Complaint: Owner of complaint disputes terms of contractAcknowledgement of Resolution: In regards to Complaint #*** we have carefully reviewed the matter and bring forth the following recommendationsClient would have to redirect her complaint to ADT Corporate as the account is currently being handled by collections due to non-paymentADT Corporate will address the matter of billing/collections by contacting them @ (opt 2-collections)We request that the Revdex.com reroutes this matter to ADT Corporate officeWe apologize for any inconvenience this matter has caused Regards, 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 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 resolved
Regards,
*** ***

February 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*** Dear Ms***, This letter is in response to the complaint # *** by *** *** ** ***By way of background, Defenders, Inc. DBA Protect Your Home is an Indi*** 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 that she understood my response as a “too bad, we can’t help you” responseShe made many points as to why and I will be addressing them belowI have now made four attempts to contact Ms*** ** ***I have left two voicemails, and at one point spoke to herShe was unavailable to talk and requested a call backI honored her request, but got her voicemail Ms*** ** *** states that the technician did not inform her about having to create a hole to install her alarm panelThis was almost a year ago and she is just now bringing claimShe did not have to pay for this second panel and it works with her alarm systemIt is too late to bring claim about thisShe accepted this installation and panel when she signed the contract She disputed my statement about her calling in within her three day cancellation window, but this is exactly what happenedShe was given more equipment at no cost and it was installed on March 14, She was given a total of $2,worth of equipment and all she paid out of pocket was $for the installation feeShe is now paying $a month for a month contract that she signed up for Had she cancelled withree days, she could have followed the damage claim processThis process requires photos and estimates to repair the damageOnce submitted, it is reviewed by my team and re-imbursement is paid out if it is found that Protect Your Home is at faultIn this case, she did not bring claim or cancel her serviceThis information was not brought to our attention until after she tried to break her contract Ms*** ** *** was emailed all of her paperwork right after the installationShe could have called into customer care and requested a hard copy to be mailed to her if printing was an inconvenience At no point in my response did I state that the technician walked her through the Visa redemption processI stated that she was aware of the processShe wrote out all of the steps in her initial complaint and again admitted to having the information in her rebuttalAll of this information was provided to her via emailAgain, if she did not want to go through the hassle of printing the redemption form she could have called into customer service and had it mailed to her We did not hear from Ms*** ** *** until months after we last stepped foot in her homeWe were not made aware of these issues of given any opportunity to assist in these concernsAt this time, it is now too late to cancel as she is outside her cancellation windowAlso, she is outside the redemption window listed on the Visa instruction form that was emailed to herThe only resolution Ms*** ** *** wants is cancellationUnfortunately, that is not a resolution I can approveI apologize if that is not satisfactory to her, but I am willing to discuss this with her should she decide to return my callNo further action will be taken at this timeIf she chooses to cancel, she will be held to the terms of the contract Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 24, 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 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 I have researched this accountand found that another agent in the Customer Loyalty Department has beenworking on this issue with the Security Manager and the Regional Manager in thearea. Currently the agent is awaiting areply from the Security Manager and will be in contact with the ***s soon. 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-

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 Your Homeis 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 rebuttal our cancelation departmentnever received the cancelation in our department so this is why we were unawareof the complaint until Mr*** reached out to our social media team is when webecame aware of issues of cancelation. Mr*** account was canceled on July 7th and he will not becharged further due to him fulfilling the contractThis letter will service asconfirmation for Mr***Again apologize for any inconvenience or frustrationthat the customer may have experienced and we appreciate the opportunity toaddress his concerns. Ana D***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d***@protectyourhome.com Tell us why here

October 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***
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 bringing this to our attentionIf you can provide estimates or paid invoices from the pre-existing companyThat way I can issue a check for youAlso, the installation fee has been paid out and sent to the original form of paymentIn the amount of $on October 10, You may email me the estimates at [email protected] Sincerely, DeUndre E*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]