DEFENDERS d/b/a Protect Your Home

August 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*** AcctNo***
* Dear
MsRichardson, 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 ongoing system issues and requesting to be released from her financial obligationOur records reflect *** *** filed an complaint with ADT on July 22nd in regards to issues with her system claiming she was advised by our branch manager to set an appointment for a specific cell unit due to some issues with the system she has hadOur records show she did have service on July 28th to attempt to resolve issues with the systemOur escalation representative did reach out to the branch manager in regards to the complaintHe advised our agent he said that they can switch it to Verizon or landline but that would remove the PULSE accessIn order to have the PULSE access, the customer must get internetThey would have to get internet through a satellite companyMsDavidson does not have internet or landlineWe can connect with the Verizon but the customer said declined because it would disconnect the PULSE she signed up tooOur escalations representative did advise MsDavidson that per the terms and conditions she signed for Pulse Rider Article C Network Connections: You are required to provide broadband or DSL internet connectivity at the premises that is compatible with the interactive solutions equipment in order to utilize certain interactive solution services...nether the dealer nor its contractors or assignees are responsible for the setup, operation, maintenance or compatibility of your network...you acknowledge and agree that you shall be solely responsible for all disputes with any telephone/internet service company related to the same..." We did advise her on August 1st that we were denying her request to release her from the contractWe did advise her she can get the Verizon w/o PULSE or we would be willing to lower her termination cost to 50% rather than the standardWe did offer to lower to 50% which is $618.04. We emailed her the settlement on August 1st to the email of [email protected] Up to this point we still have not received response back from MsDavidson We apologize for any inconvenience or frustration that MsDavidson 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: ***

December 31, 2014 Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN
Re: *** *** Complaint No***AcctNo. *** Dear Ms***, This letter is in response to the complaint #*** filed by *** ***By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT I have researched this account and spoken to the customer to obtain more details. The customer was promised that his monthly rate could be adjusted after signing the contract and I have entered a check request for $to compensate him for that difference. I did make the customer aware that he will still be billed the $but we are compensating him for the difference. I have also added a smoke communicator to this account at no charge. We apologize for any inconvenience he has experiencedPlease let us know if you have any additional questions or concerns. Sincerely, *** ***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

June 29, 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*** was not satisfied with the response and would like the activation fee waived and the exterior camera Pulse system installed After further review of Ms*** account, a new resolution has been offeredI spoke to Ms*** to gain a further understanding of her complaint and have come to the following resolution offersProtect Your Home is willing to send her $in Visa gift cards to cover the activation and upgrade of her alarm systemThis Visa gift cards would be shipped directly to her and she would call in after they are received to schedule the upgradeThe other option is for her to pay for the activation and upgrade and Protect Your Home, in return, will refund her money back to the method of payment providedOnce upgraded, Ms***’ rate will increase to $and she will have access to Pulse VideoMs*** has decided to take time to review these options and will contact me upon making a decision We apologize for any inconvenience or frustration Ms*** may have experienced and we appreciate the opportunity to address her concerns and reach a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d***@protectyourhome.com

October 6, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders Incdba Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** *** Complaint No*** 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, Mrs*** claims that Protect Your Home failed to inform them that they were responsible for paying Protect Your Home for their monitoring servicesThey state the emails and calls they received about their past due balances came from an unknown source and therefore were marked as spamThey claim Protect Your Home did not take any measures to verify the company’s identityThey would have preferred to receive letter versus having the account sent to outside collectionsThey would like to have their services reinstated and make payment arrangements with Protect Your HomeIf not, they would like to be released from the contract without penaltyMrs*** contacted Protect Your Home on May 23, to inquire about an ADT monitored security alarm systemShe secured an installation appointment with an installation fee of $and scheduled the installation for May 24, Mrs*** entered into a contract with Protect Your Home on May 24, The contract that was signed clearly states that Protect Your Home is the ADT authorized Dealer who was out there to perform the installationThere were also other documents included with the contract that also states Protect Your Home is the authorized dealer handling the installationADT was originally handling the billing for the first two billing cyclesADT billed the customer for May and June of ADT has the right to transfer the billing responsibilities to the Dealer and they did so on July 11, Protect Your Home attempted to run the payment for July but it rejected are three attemptsOn July 11, an email was generated and sent to the customer to advise about the past due balanceThis email does include the company’s name, that we are an authorized dealer of ADT, their account number and past due amountA call was made on July 23, but Ms*** insisted on trying to update her card information onlineProtect Your Home does not offer an online payment optionProtect Your Home tried to run the billing for August and that too failed after three attemptsAnother email was sent to the customer on August 3, about the past due balanceOn August 15, one of our agents spoke to Mrs*** and she refused to pay her bill because she did not know who we wereThe agent explained to her that we are the company who installed her systemThe agent even went through the lengths to tell her the installer’s nameMrs*** still refused to believe that we are the company handling the billingShe stated she would call backADT has it recorded that Mrs*** contacted them too on August 15, and they confirmed and advised her that Protect Your Home was handling the billing and directed her to contact usA third email was sent to her on August 17, Mrs***’s account went delinquent again in SeptemberA fourth email was sent to her on September 12, Once an account is three months past due, it will get forwarded to an outside collections agencyIn this case, it was sent to *** *** *** *** on September 23, Protect Your Home did notify the Mrs*** of her past due balances on many occasions through different avenuesADT even confirmed with Mrs*** that Protect Your Home is the company handling her billingAt this time, she will need to contact the collections agency to settle the balanceShe can reach them at ***Protect Your Home sent a balance for $1,to the agency to collect onThe services are no longer active and she does not qualify for reinstatementI apologize if this process inconvenienced Mrs***, but I appreciate the opportunity to address her concerns and come to resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 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 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 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 refutes collection callsAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsAlthough this account is cancelled, a remaining BOC is dueOur records indicate that calls are coming from MB&W (1750) Collections AgencyCustomer would need to directly communicate with them in re of the matter. The matter evolves around the fact of, client allowing ADT to remove equipment in which PYH installedThis resulted in client being liable for the BOC charges of $Again, would need to speak further with MB&W to resolve the matterWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

June 1, 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 rebuttal, ourthe contract with Mrs.*** states stipulatesin article Paragraph 20of the Terms and Conditions that thedealer (Protect Your Home) can mayassign, but thatnot the customer may not.Section of the contract states that as the dealer we ProtectYour Home maycan assign itsourinterest in the agreement to ADT CorporateThis means that thecontract would then becomesbetween the account holder, Mrs***, and Protect YourHome’s assigneeADT Corporate. ParagraphArticledoes not state that the account holder has the authorization to reassignand get out of the contractual agreementEven if the contract provided a rightto assign, Mrs*** did not take any steps to assignher contractSection twoof the contract does not apply to Mror Mrs*** because tThenew homeowners did not even obtain security service throughProtect Your Home thus and certainly did not receive an assignment ofany agreement with Protect Your HomeThe new homeownermay have entered into a contract with ADT Corporate however we would have noway of obtaining that informationThe new homeowner thereforemay have entered into a brand newcontract with ADT corporatebetweentwo different parties in which Protect Your Home is not associated withProtectYour Home is not receiving any payment from the new owner since weait isrenot a party to that agreement, so it isweare in fact harmed by Mrs.***’s early termination.Article Paragraph twoof the contract’s Terms and Conditionsualagreement states that should you thecustomer decide to terminate the contract within the three (3)year term, the customer youagrees to pay 75% of the remaining totalmonthly service chargesThis amount is a contract early terminationcharge and fairly approximates the damages to dealer from the earlyterminationUnfortunately aAtthis time Mrs*** would beisresponsible for the early termination fee.We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns. Sincerely,Ana D***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d***@protectyourhome.com

February 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 refund not issuedAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that refund was issued on 12/24, to card ending in The amount refunded was $Client should contact her financial institution in re of the matterWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here

July 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*** 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 his credit was ran on pretensesHad he known the correct information, he would not have authorized a credit checkHe would like the credit inquiry removed I reviewed the sales call and found that the agent was mistaken about what the $entailedWhat he promoted to the customer is not anything we offer here at Protect Your HomeThis will be addressed internally to ensure he is better trained on the approved packages and monitoring ratesWe are having the credit inquiry removedEquifax can take up to days to process this requestI apologize for any inconvenience this may have caused Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

March 4, 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 I have researched this account andfound that Mr*** has spoken with of our customer loyaltyrepresentatives. He has been contactedin December, January, and we have finally spoken to the customer on 2/13/2015. Mr*** is stating that the contract isfraudulently signed, it is an e-contract, which allows the customer to “pick afont” to use for the signature. Thiswill copy the exact same signature to all locations on the contract just by thecustomer touching the screen. Mr.*** is also stating that he gave the voice recording during his sales call,this is not possible as the technician has to provide a specific number andcode for the customer to use. Mr.*** was advised by the first customer loyalty agent he spoke with that itcould take up to weeks for the voice recording to be available. We did still offer to do a downgrade for thecustomer at that time and he refused. On2/23/Mr*** called and left a voicemail that he was charged theincorrect amount, our customer loyalty agent reminded him that he did not allowus to perform the downgrade so the amount charged is correct. He called back in later that day and asked tospeak to someone else in our customer loyalty department, he was called on 2/24/2015by a different agent who had to leave a voicemail. The customer did return her call that day andshe advised again that the voice recording could take up to weeks toaccess. Mr*** was also advisedthat he still had the option to downgrade his system and remove the Pulsefeature, which he again refused to do We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, Mandy H***Customer Loyalty RepresentativeCustomer LoyaltyADT Authorized Premier ProviderOffice: 317-957-3833Tell 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 need to still remaining this complaint open. We came to a settlement but I have not seen the payment and it has been over days. Please help me Thank you. *** ***

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 have received a credit back for $which is the amount that I was disputing. The matter has been resolved
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. We were, at the time of the install, ASSURED even through our repeated stated doubts that this system would work no problem. Since the land line system was so harshly discouraged due to its major weaknesses we took the advice of the installer and went cellular. We stated again and again about our service issues with cellular. I told the installer that we use an AT&T mini tower to get service on our phones and in a lot of cases it was not reliable. I asked if this system could hook up to the tower because he said it was AT&T based and he said no but there wouldn't be a need anyway. As we have found out through out the no communications this system has had, no one cares. Its not communicating and if not for the constant beeping of the key pad no one would know and no one calls to check to see if all is ok.I would not buy my wife and daughter a car that I had no confidence in to get them from A to B that would leave them stranded. We have no faith in this system that if it were needed it would work or anyone would care if it did or did not. If it was a hundred dollar system there would be no issue but this system is thousands of dollars and it has not worked for us. So as early as possible we requested to uninstall it and end this. I do not think anyone would pay thousands of dollars for something that is for the protection of family and home when there is little to no faith in the equipment OR the company. The Last gentleman I spoke with was not rude nor did he talk to me like I was an it like the first lady I spoke with. He set up the appointment whether I wanted it or not as his supervisor was in a meeting and I would have to play phone tag in order to speak to a supervisor. I am a supervisor and have many folks who I need to tend to on a daily basis and I cover two states in the oil and gas industry. I do not have the luxury of spare time to sit and wait on return calls that don't come or to play tag with supervisors or to take off work to be around for useless service calls. I called and was very straight with the folks I have talked toWe don't have faith in the system or the monitoring and we do not wish to spend thousands of dollars on it.Again, all we ask is for ADT to honor their SIX MONTH MONEY BACK GUARANTEE that is stated over and over while you are on hold for long periods of time. At best communications would come and go as with our cell phones. The system has had no power to it for a good while now as we could not continue to listen to the key pad beep non stop day and night. Please understand contacting the Revdex.com was not our first choice of handling this issue. We do not want this system and are not willing to pay thousands of dollars for a periodic at best security system
Regards,
*** ***

May 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 # *** 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 is due a refund for an extra payment that was taken outShe states that one of our agents called pretending to be from her bank and thought it was inappropriate A refund was submitted for the overcharge on May 8, and is currently pending paymentI checked our phone records and they were no calls made out to her on May 10, We also do not have anyone on our collections team with that nameMs*** states that she filed a dispute with her bank, so it is my assumption that Conna works for her bank and was reaching out to herI am sure if she calls Conna, she will be able to confirm that she is handling her dispute claim against DefendersI apologize for the poor experience, but appreciate the opportunity to address her concerns Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

December 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, Ms*** states that a charge of $was processed although she was advised that it would fall off after she paid for the equipmentShe called in within her three days to cancel but was offered $She states this has not yet been paid outShe alleges that she faxed in her notice of cancellation when she noticed that the prorated first bill was drafted from her accountShe spoke to a representative about the faxed notice of cancellation, but there is no record it was receivedShe was quoted $to cancelDue to the poor experience, she would like to be released without penalty, equipment removed, and home repaired Ms*** contacted Protect Your Home on December 13, She authorized a charge of $that day for the installation feeShe contacted Protect Your Home on December 16, because she said the installation fee went through although she was advised by the field it was not supposed to be processedThis was incorrect information had this been advised to herAn agent authorized a refund of $which equates to three months of monitoringThis refund was submitted on December 16, and is still currently pendingIt can take up to days to receive the credit The charge of $was for the first month’s billADT prorated the first month and also charged one month in advanceThis is taken out within the first hours from the installationThis transaction is authorized per the contract signed Protect You Home did not receive a signed notice of cancellation form within the three day right or rescission windowAn agent spoke with her on December 22, and requested a copy of the fax confirmation sheetIf a copy is presented, a release from contract will be authorizedMs*** stated that she did not have oneMs*** is outside her cancellation windowTraditionally, Protect Your Home will charge 75% of the balance of contract should a cancellation be processedThe representative offered to reduce the termination charge to 50% which equates to $915.10, but she declined Ms*** did contact the corporate office to cancel her service after a resolution offer was madeShe was advised that it was up to the dealer Protect Your Home to release her without penalty, not ADTSince Ms*** insisted on cancelling, the representative placed the cancellation on the accountHer account will chargeback in days back to Protect Your Home and she will be contacted for the 75% balance of contractAt this time, she does not qualify to be released without penaltyI apologize if she has been 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 15,2015 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 Dear Ms*** Re: *** ***Complaint #
***Account # *** This letter is in response to the complaint #*** filed by *** ***By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporationWe have been an ADT authorizeddealer since that sells and installs ADT monitored security systemsOncethe security system is installed, the contract is then purchased, billed,serviced and maintained by ADT After reviewing his account information where Mr***was charged twice for equipment purchased in error. The account holder called us on March 9th,to advise of the double payment and we immediately submitted the payment toour accounting to be refunded back to his credit card ending in 6174. The payment was processed on March 23rd,2015. Unfortunately we are not able todetermine when the refund would reflect on the credit card We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns. *** ***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: ***@protectyourhome.com

September 30, 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*** would like to be released from her contract without penalty because she was unaware that she agreed to pay four payments of $for the additional equipment that was installed in her homeShe tried to call in to have some of the equipment removed but discovered she was outside the day return window Ms*** contact Protect Your Home on August 4, to inquire about a promotion for an ADT monitored alarm systemThis promotion included seven wireless contact sensors, a motion sensor, two keychain removes, and the main keypadWith this promotion also came a $Visa gift cardShe secured the installation with an install fee of $and scheduled it for August 6, At the installation, the technician does a thorough walk through of the home and will create a thorough protection planThis plan will list the additional equipment needed to make sure the entire house is coveredThe customer in not obligated to purchase the additional equipmentMs*** had wireless shock sensors, two keychain remotes, two contact sensors, and the main keypadDue to the additional purchase of sensors, she was left with a balance of $She was qualified to break this amount into four smaller payments of $eachThese broken down payments are known as FlexWe did collect a credit card authorization slip for these four payments Protect Your Home’s policy allows a customer to return any unwanted equipment within the first daysAnything after that is not approved through customer careSince I work with the escalations team, I was able to reach out to Ms*** and authorized a system downgradeThis appointment is scheduled for October 1, A copy of her contract was also mailed to herI apologize if this has inconvenienced Ms*** throughout this process, but I appreciate the opportunity to address her concerns and help come to a resolutionSincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Defenders
INCDBA Protect Your HomeDBA
Protect Your Home
Priority Way South DriveIndianapolis,
IN 46240Re: *** ***Complaint # ***Account # ***Dear
MsRichardson,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 refutes response due to delay in refund.Acknowledgement of Resolution:In regards
to Complaint #***, we have
carefully reviewed the matter and bring forth the following recommendationsClient’s
financial institution is responsible for the delay in refundOur office has
accepted the chargeback issued via client’s financial institutionTherefore,
removing us from any further obligation to the clientWe request that client
immediately contact his bank and inquire to “expected” delivery of refund
($173.88)There is a questionable amount of $83.28, client alleges is due
Client should refer to ADT corporate, as any further matters of billing can be
discussed with themThey may be reached at: (option 1).We ask
that ongoing complaints relative to billing discrepancy be re-routed to ADT. We extend an apology 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 find that this resolution would be satisfactory to me. In addition to the business performing the actions they outlined, I would like to request further documentation that contains the specific dollar amount and date of payment we have made to the business and what is outstanding per the actions they have outlinedAdditionally I would request the documentation include a statement that once the payments have been received by the business, our business is concluded and will have no further dealings with the businessI make this request in light of the many conversations with representatives of the business who provided conflicting information, made promises to taken action and did not follow through, and generally added to the unpleasant and frustrating experienceOnce this has been completed to my satisfaction, I will consider this complaint resolved.I have maintained a record of the interactions with the business and while I do not feel it necessary to attach that documentation at this time, I would like to clarify some pointsFirst and foremost, when the technician left our home on his second visit (October 28) he took all uninstalled equipment with himI am not sure where the date of December came from as an equipment return dateAlso, when he left on October we signed a new contract which indicated a refund of $would be issued and was told by the technician that it would take a few weeks to processThere was no mention of the amount being deducted from the fourth and final installation payment.To further illustrate the inefficient communication and operational procedures of the business, we received a follcall from *** *** in the Customer Loyalty department on January 21, (we first spoke to him on December and he promised to send an email and follow-up, but only responded after leaving separate voice mails to which he did not acknowledge) advising he was issuing a refund of $that day and the business was accepting the chargebacks from our credit card company that were issued on Jan and and the fourth install payment of $was going to be waivedI requested this information to be sent and he advised he would send an email as soon as our call endedWe have still not received his email, and left another voicemail for him on January with no response.We agree to the actions as outlined in the response from the business received by the Revdex.com and want to make sure that the business fully communicates this action internally to avoid any problems in the future (i.ein our experience the left hand doesn't know what the right hand is doing in this business)Regards,
*** ***

April 14, 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 100% refund.Acknowledgement of Resolution:In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur notes indicate that client’s account has been cancelled (3/29) and he has been previously informed that he would not be refunded the install chargesOur 4Day Representative informed the client that he in fact agreed to the services and initiated inquiry in regards to Pulse featuresThe equipment belongs to that of the client and he may discard at his own discretionClient was also rerouted to ADT Corporate to further discuss monitoring reimbursementThis decision will stand as no founded basis to reverseWe have spoken with the client and informed of the decision made, client at that time admitted that he did voluntarily sign the contractClient adds that he was coerced (does not admit to any verbal or physical “force” being ensued or held to any form of duress to sign), however, without substantiated proof, the matter will not be acknowledged.We apologize for any inconvenience this matter has contributed. Regards,Customer Loyalty RepresentativeProtect Your HomeADT Authorized Premier Provider

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, Ms*** states that she cancelled her services within days and should be charged a termination chargeShe would like the outstanding balance removed from collections so that her credit score is restored Ms*** entered into a contract with Protect Your Home on October 3, According to the terms of the contract, she only had three business days to cancelThe Notice of Cancellation form clearly states that she must sign and return the Notice of Cancellation form by midnight of the third business dayShe never sent it this official form to cancelHonestly, the customer has not made any contact with our company since the date of her installationThere is no day cancellation window and there is no documentation of her inquiring about cancelling her alarm agreement The reason her account was cancelled was due to non-paymentShe did not pay a single monitoring bill to ADT during the time her system was activeSince her account was cancelled for non-payment, she will be held to the termination chargesThis and the past due balance was sent to the outside collections agency for collectionShe will need to make a payment arrangement with the collections agency because Protect Your Home will not pull her account backI apologize if she is inconvenienced by this, but both ADT and Protect Your Home made many attempts to make her aware of this balance before it was sent off to an outside agencyI appreciate the opportunity to research her concerns and address themI did make an attempt to contact her and left her my informationI am happy to discuss this with her further should she have any questions Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]