DEFENDERS d/b/a Protect Your Home

April 7, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** *** *** Complaint No*** AcctNo***
Dear MsRichardson, 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 the price of the alarm equipment increased at the installationShe states that there was a system downgrade, but the adjustment is not what she expected and would like a breakdown of the charges and creditsShe would like the collection calls to cease at this time while this is being sorted out On December 30, the installation was completed and there was an agreement made for the purchase of additional equipment and upgradesBased on the additional upgrades and additional equipment, there was four scheduled payments of $to come out each month until paid in fullBased on the sales promotion and additional equipment credit added by our sales team, Ms*** was to receive $in free equipmentThis credit was used and the technician added an additional discount of $The equipment installed included; two smoke communicators, one carbon monoxide detector, ten shock detector, one glassbreak detector, one exterior siren, one motion detector, one keychain remote, two contact sensors, a digital keypad and a wireless touch screen A system downgrade was competed on January 4, but there was a delay crediting the account for the removed devicesThis eventually was corrected and an account adjustment was made on February 2, By this time, there was already two payments made of $made towards the equipmentBased on what was returned, the third and fourth scheduled payment was cancelled and a refund was submitted for $This credit and refund reflects what was equipment was removed; two smoke detectors ($each), once carbon monoxide detector ($229), one glassbreak ($299), and one exterior siren ($289)Since there was a tech discount of 7.139% that was applied to the refundAfter tax was included, a credit of $needed to be applied to the accountThis amount cancelled the last two payments and reflected a refund due for the second payment at an amount of $ It appears there have been some payment disputes which caused the account to be forwarded to our internal collections teamI see that arrangements were made to resolve the dispute and an agent is scheduled to contact Ms*** on April 10, to ensure that credit dispute was properly credited backI would suggest that Ms*** stay in contact with our collections team until this is resolved Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meAfter checking financial statements, I discovered that I have, in fact, received the refund.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
[Provide details of why you are not satisfied with this resolution.] This was sent to me in errorIt is addressed to someone named Yesenia HernandezPlease send to the correct person and also check to see if there is a response to me, *** *** (perhaps it was mixed up and sent to the other person)I think my issue has been resolved since I am no longer receiving emails or phone calls from DefendersThank you
Regards,
*** ***

March 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***, Thisletter is in response to the complaint #*** filed by ***ClarkBy 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 accountand found that Ms*** had a security system installed on 3/11/aftercalling in on 3/5/to set that appointment up. To address the charge being taken directlyoff of the credit card she provided at time of sale, it is disclosed at aminimum of times on the initial sales call that within hours of theinstallation being completed ADT Corpwill charge a pro-rated bill. This bill is for the remainder of the monthof install and the entire next month, ADT Corpbills month in advance. I want to sincerely apologize if this wasn’tmade clear to her on that call. As faras invoicing for the account, ADT Corphas certain standards that they requireto invoice a customer, unfortunately; Ms*** doesn’t meet those standards. ADT Corpis however willing after year ofservice to consider setting the account up on an invoice basis, however; thereis an additional charge of $per month for that service. Ms*** also addressed thefact that in order to receive the $Visa Gift card she has to send in acashier’s check or money order for $4.95. This is the process for the fulfillment company that we use (MPELL),however; I have authorized the sending of the card without the collection ofthe fee or the standard waiting time. Ms.*** should expect to receive this card within 7-business days. We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, Amanda H***SrManager, Customer LoyaltyDEFENDERPriority Way South Drive, Suite 200Indianapolis, IN [email protected] us why here

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 corporationWe 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 review of the account we are requesting thecomplaint be re-routed to ADT CORP due to ADT is handling her account as of06/25/We apologize for any inconvenience or frustration that the customermay have experienced and we appreciate the opportunity to address his concerns. Sincerely, Ana ***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: *** 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 called and left a voicemail for her yesterday and have called and left another voicemail today No return call as of yet
Regards,
*** ***

May 5, 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 ADTIf the contract is not purchased, Defenders remains as the servicing company and ADT continues to monitor In summary, Mr*** is unable to honor the contractual agreement for his ADT monitoring services due to a financial hardshipHe states that his wife’s name is incorrectly spelled on the contract, so it is therefore forged and should be voidedHer name is *** *** Our records indicate that the spelling of Ms***’s name is ***, not ***This error occurred during the initial sales call when her information was collectedThe name on the contract will reflect the spelling of the name collected on the sales callProtect Your Home’s practice is for customers to sign the Alarm Services Contract electronically on a tablet during the installationProtect Your Home then emails a copy of the signed contract to the customerProtect Your Home uses DocuSign for the contract signing processDocuSign exceeds the requirements set in the United Sates Electronic Signatures in Global and National Commerce (ESIGN) Act and the Uniform Electronic Transactions Act (UETA)They meet the four major requirements for an electronic signature and they are recognized as valid under U.SlawBoth laws provide that, “No contract, signature, or record shall be denied legal effect solely because it is in electronic form; and a contract relating to a transaction cannot be denied legal effect solely because an electronic signature or record was used in its formation.” Signatures in DocuSign are created by selecting a signature style option that is pre-programed in the systemThe customer chooses a signature style, then touches the tablet where indicated to sign the documentSignatures signed through DocuSign will not reflect the customer’s signature as it would appear on paperIf the same style is chosen, both the technician and the customer's signature will appear to be similarIf the name was spelled incorrectly on the contract, the signature will reflect the same spelling We can prove that Ms*** had intent to obtain a contractual service for her ADT monitored alarm systemWe were contacted on May 26, requesting the service and the contract was executed on May 28, They utilized the services for almost a year until they had a reason to try and break the contractual agreementIt is unfortunate that they are experiencing a financial hardship, but that does relieve them from their contractual responsibilitiesAt this time, we will not allow a release from contractWe find that claim of forgery to be unwarranted and without meritI apologize if this may inconvenience this couple, but I appreciate the opportunity to address their concerns Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

January 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 # *** 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 request “incentive promise” be fulfilledAcknowledgement of Resolution: In regards to Complaint #*** we have carefully reviewed the matter and bring forth the following recommendationsWe have resent (to the address on file), (2) $Visa Gift CardsPlease allow up to business days for receiptWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, once the rate is finally changed to for pulse service then we will have a satisfactory completion to this complaintPlease notify when the rate is finally changed
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,
*** ***

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*** is still receiving bills and also would like to see the agent in question reprimanded After further review of Ms***’s account, it has been determined the account has been officially closedADT corporate’s cancellation policy can take days to process and close out the billingIt is possible to receive a bill during that day windowMs***’s account had an effective cancellation date of May 28, I see a refund of $issued to Ms*** on August 11, There have not been any charges made to Ms*** since May 28, for monitoring services In regards to the agent in question, the issue is being addressed and handled internallyProtect Your Home is not able to disclose information about the results of that reported complaint We apologize for any inconvenience or frustration that 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 E: [email protected]

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 that sellsand installs ADT monitored security systemsOnce the securityWe reviewed Ms***s account regarding her concerns. We attempted to reach Ms*** on August 14,and someone picked up and then hung upWe then called on August 31, 2015and the call was disconnected before we offered a resolution. We contacted her again and left a voicemailadvising that we will authorize a cancelation on her account We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address his concerns.Sincerely, Whitney M***Customer Loyalty RepresentativeProtect Your Home ADT Authorized Premier ProviderE: whitney.m***@defenderdirect.com Tell us why here

December 3, 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***, 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 Wehave reviewed Mr***’s concern regarding receiving the visa cards promisedat the time of sale. On November 4, 2014we were able to process an immediate fulfillment of these visa cardsThesewere shipped directly to the account address and no further steps were requiredof Mr. *** to obtainWe apologize for any inconvenience he has experienced.Please let us know if you have any further questions or concerns. Sincerely, *** *** Customer Advocate ***@protectyourhome.com

May 31, 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: *** * ***
*** *** *** 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*** *** filed a complaint about receiving collections notices for previous home at Gardner’s Circle Bluffton, SC He is requesting collection efforts to cease due our movers team providing misinformationInstructions to assist customers with moving their system are included with information provided at installation. Failure to follow these guidelines, to re-establish service with Protect Your Home at a new address, results in account holder being responsible for 75% of remaining agreement balance due to early termination*** *** entered a month agreement on August 23, at the address of at *** *** *** *** ** ***. He contacted ADT Corp on June 5, due to moving to a different addressMr*** was transferred to our movers departmentHe did set up an account and advised our representative it would be about 6-months before he moves his residenceAt the time our movers representative did provide misinformation in regards to the amount of time account holder can place the account on holdTypically there is only days an account can be inactive before collections proceedings beginAs a result, we received the account holder did cancel within their month term. When this occurs a balance of contract letter is sent. *** *** initial $he paid does reflect it was refunded on November 6, back to credit card ending in Unfortunately, we are not willing to accept the settlement *** *** offered due to his termination cost $which is 75% of $In effort to resolve the complaint we are willing to lower the termination cost 40%- $We have notified the 3rd party collections team of the amount we are willing to accept and should Mr*** accept the offer they will accept the amount we as company will agree tooWe apologize for any inconvenience or frustration that *** *** may have experienced and we appreciate the opportunity to address his concerns and reach a resolutionSincerely, Ana *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: ***

November 7, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: *** *** Complaint No*** AcctNo***
This letter is in response to the complaint # *** 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 states we misinformed in regards to the warranty plan with the $plan After review, I did hear the sales call between Mrs*** and GeorgeAfter terms and conditions were played the question in regards to warranty for a yearHowever, with the $plan the warranty is limited for only daysGeorge did give correct information on the lifetime warranty with the $rate I do apologize for the mistake on the warranty informationHowever, we do have a signed agreement with the $planDefenders would not be able to cancel the service with no penaltyIf you would like we can further discuss some options at 317-808- Sincerely, DeUndre E*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

August 8, 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 was not made aware of the rate increaseSince he was notified, he is trying to exercise his right to cancelHe states that he sent a letter to Defenders that Dealer mentioned in the contractSince he sent it to the dealer as requested, his request to cancel should be honored Mr*** is correctThis clause is mentioned in the terms and conditions of the contractHe failed to review page one of the alarm services contract which states his contract would be submitted to ADT for acceptanceIf ADT chooses to purchase his contract, his contract is solely through ADT and no longer through the DealerAt this time, ADT accepted ownership of this contractThe term “dealer” in the terms and conditions now refers to “ADT” Notice to Consumers: Authorized Dealer is an independent ADT dealerI agree that no agency, employer/employee or fiduciary relationship exists between ADT and Authorized Dealer and that Authorized Dealer is not controlled by ADTAfter I sign this Contract, it will be submitted to ADT for acceptance, and if accepted, this Contract will be between ADT and meIf ADT accepts this Contract, then ADT’s responsibility to me begins on the effective date of this ContractI expressly authorize submission of this Contract for acceptance by ADTI acknowledge that ADT reserves the right to reject this Contract, in which case ADT shall have no responsibility to meIf this Contract is not accepted by ADT, ADT or Authorized Dealer may notify me of that decision Since Defenders no longer has any responsibility or obligation to this contract, it is ADT’s sole decision to honor a release from contract without penaltyIt appears ADT has already cancelled the services although they offered to lower his monitoring rate once they were made awareDefenders does not currently have the letter that was allegedly mailed on June 23, Had it been received, the letter would have been forwarded to ADT as a courtesyAny further questions regarding this matter, including the termination fees, need to be directed to ADT corporateI apologize for any confusion this may have caused 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
Regards,
*** ***

October 9,2015 DefendersINCDBA Protect Your HomeDBAProtect Your Home3750Priority Way South DriveIndianapolis,IN 46240 Re: *** ***Complaint # ***Account # ***Dear *** *** 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 recommendationsUponretrieval of voice confirmation (included in e-contract process), it is foundthat owner of complaint provides her nameThis explicitly binds an individualto the terms and conditions of the contractTherefore, a “financial” dutyrelative to length of contract is validOwner of complaint is knowledgeableand provided access to the terms and conditions of the month contract. Failing to comply within contract’s three dayopt-out period, contract holds as irrevocable (w/limited relief) andenforceableOurcompany does not acknowledge or take into consideration any agreements madebetween primary account holder and outside parties relative to product and/orpaymentsThe balance of account is necessary at this timeA “new” servicecontract reflecting another party as the primary account holder is feasiblethereafterTo assist in the matter, we are willing to offer owner of complainta reasonable credit to her other account or reimburse her the originalinstallation costs (not to exceed $100).Ourorganization looks forward to reconciling this complaint in a timely fashion.We extend an apology in advance for any inconvenience caused Regards,CustomerLoyalty Representative Protect Your Home ADTAuthorized Premier Provider

December 3, 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*** 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 Wehave received Mr***’s concern regarding charges to his account. After review of the account, it appears wehave made the necessary adjustmentWe removed $off of the balance owedmy Mr***. On November 18, wesent an updated invoice to the address on file. We apologize for any inconvenience he has experiencedPlease let usknow if you have any additional questions or concerns. Sincerely, Marla W*** Customer Advocate Marla.w***@protectyourhome.com

After review of the account Ms*** refunds were paid out already on the accountThe refund of $ was paid out August 11,and her refund of $was paid out 08/12/Ms*** would need to check wither credit card company on processing time on the refunds to reflect