DEFENDERS d/b/a Protect Your Home

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 Anna back April 3, the day she first called meShe did not return my call until the following FridayI called again last week informing Anna that my work schedule conflicts with her office hours; I get off of work 3:Arizona time which is 6:her timeI left a message asking if she can email meI have yet to receive another phone call or email from herIn Anna's first voice mail to me she said she would need a chance to fix the sensorsI called ADT back in DecemberThey had a chance to fix the sensors thenI called them three times to fix them and all three times I was told something different about when they would come outAlso, even if I give Anna a chance to fix the sensors, she has done a poor job returning my messages
Regards,
*** ***

June 27, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** * *** Complaint No*** AcctNo***
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 her Visa gift card or she would like her services cancelledShe states she was told it would not be until July when she receives her incentive We use a third party for our redemption processThey are known as *** ***Our advertisements disclose, “$Visa Gift Card fulfilled by Protect Your Home through third-party provider, ***, upon installation of a security systemShipping and Handling Fee applies.” The redemption form she mailed in stated to, “Please allow 6-weeks to receive your gift card.” According to *** ***, “Certificate was received on 6/8/and the gift will ship within 4-weeks of the date received.” I apologize for any inconvenience this may have caused, but she will receive her incentive 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 the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have made three attempt to contact Susan by email and phone with no successShe chooses not to reply or cal me back I have also already sent the photos of the damages to the address provides by Tibe’ and have one estimate waiting kn the second.the installation practice is terrible and never should have put holes in my wall until it was tested for a satisfactory signal as I suggested.I know have holes in my wall and have to wait for ADT to attempt to do the right thing. please list ADT shady practices and switch and bates tactics of pricingThey wanted to almost double my monthly monitoring feefrom to 52$ and change.Consumer should be warned of the dishonest practices of ADT.It is not easy to hire a contractor for a small job and to match paint upThis is causing the delay.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
After contacting me at a meeting I was on and lunch time I asked if the agent could reach me back or I would call in a few minutes It turned out that there was no follow up I tried reaching ADT costumer service but the representative disconnected the call on me twiceIn addition to the occurred I was also asked to locate the fax cancellation request sent within days of servicePlease see attached
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I have verified that the funds were refunded to the CC charged and have been received on 11/24/which is consistent with a refund processed on 11/At this time there is no further action needed from the business to resolve this issue, although I would caution them to actively work to fulfill their obligations in all future business transactions which would mitigate customers need for outside assistance
Best 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
This contract was cancelled without notice to meIt is correct that I was in the process of getting a date to have it installed at my mother-in-laws house for the remainder of our contract (roughly months left)We had set an initial date for install because during the call I had with ADT, it needed to be setSince my mother-in-law was not available that day, I called back in and the representative told me to give them a call back when she was ready for installWhen calling back in to set up a date, I was informed that this contract had been cancelled and that I would need to sign a whole new month contract or I would get charged a ridiculous amount for a cancellation that they had done without informing me they were doingWe had no problem paying the monthly fee until the end of the contract but then they cancelled the contract without notice, told us we had to sign a new month contract, and if not we would have to pay over $1,because of the cancellation they performedWe were never offered 50% off the cancellation and refuse to accept thatHad the month contract been honored like the representative said it would, we would have kept the service and given it to my mother-in-law
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 meEmily B*** at Defenders has been most helpful and has taken the initiative to insure that we are receiving what we signed up for. With Emily as our advocate, we finally feel that we have been heard and she will assist us with any problems in the future. Based on Emily's assurances, we are confident that we are under a month warranty for any necessary service. Emily also provided us with all of her contact information should we have any issues we cannot resolve going forward, including terminating our contract if the issues we are experiencing cannot be resolvedOur heartfelt thanks for Emily B*** for her thorough and courteous attention to this matter. We are so thankful that our complaint ultimately fell into such capable hands
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I conplained because ADT Defenders Collections Departmemt refuses to speak to me and provide any breakdown or supporting docuemnts for chargesThe offered resilution is to contact the Collections Department.
*** ***

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.]
Regards,
*** *** I expect a letter confirming cancellation on both ends of the account of ADT and DefenderCrystals statement that I wasn't offered a refund is a complete fabrication I was on the phone with *** *** on September 7th, who transferred me to a Billing associate (while he was on the phone with a three-way call) to Defender employee ID # who stated that all the money billed, 194.03, would be refunded, because according to *** , "there was no contract." When they failed to refund me like they promised, I disputed all of the charges via my credit cardsCrystals statement that I just recently attempted to close the account is also a fabrication, I've been calling ADT and Defender since one month after I opened the account in May demanding a copy of my contractThey just conveniently forgt to enter in their log that I calledI have phone records for at least ten to fifteen phone callsBoth companies transferred me back and forth numerous times claiming the other company was doing the monitoring and billing which leaves a little gray area for them to deceive their customersThis will now be the second time that they have stated my account would close in "30" daysIf the account truly will be closed, I will be satisfied, until then my house and family are unprotected and if anything happens, I will hold them responsibleThank you, *** ***

March 22, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** * *** *** Complaint No*** Account No***
Dear Ms***, This letter is in response to the complaint no*** 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 has not yet received the refund offered by the technicianHe would like it refunded There has been two refunds placed on this account$was refunded on September 21, The technician refund of $was refunded on December 16, We recommend that he contact his banking institution to verify the funds were returned Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 10, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: *** * *** Complaint No*** AcctNo***
To whom it may concern, This letter is in response to complaint No*** filed 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 typically purchased, billed, serviced and maintained by ADT In summary, Ms*** is requesting assistance with regard to the offered refunds and Visa Gift Cards When Ms*** brought her concerns stemming from the charges to our attention, an offer was made to resolve the concernThe offer included a refund for two (2) months’ worth of service charges and an additional $visa gift cardBecause this offer was accepted by Ms***, the cancellation was not placed and service continued The refund for two (2) months’ worth of charges in the amount of $is currently pending payment back to the original form of paymentRefunds of this type typically take up to daysThe additional $Visa Gift card has also been added to the accountMs*** currently has two (2) $Visa Gift Cards that have not yet been redeemedAs a courtesy to Ms***, I have bypassed the required redemption for the two (2) offered Visa Gift CardsMs*** will receive both Visa Gift Cards in the mail to the service address in 17-days Should Ms*** have any further questions, I will be happy to help and can be reached via the telephone number or email address below Sincerely, Anna A*** Customer Loyalty Specialist Protect Your Home ADT Authorized Premier Provider T: 317-957-E: [email protected]

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.The supervisor cane out when I got back from Florida when I wantedto downgrade to the landline and told us that it would be pointless to have an alarm system because if the landline was cut then there would be no way of ADT knowing that there was a burglarySo he basically told me but it would be pointless to have coming from his supervisors mouthI want to cancel not because I can't have the $a month I can if I wanted to have that, but because this company is Shady scam artistThey come in and hook your alarm system up to the highest package they have and then after it's already installed give you the contractThat is extremely Shady no business should operate that way if I downgrade to the everything will have to be rewired replaced in different areas and I'm not having thatI'm sick of dealing with this company and the way they work is just absurdAlso someone who knows nothing about security systems would not know that the landline being cut would not contact the alarm companyI actually did think that it's still did contact them and let them know that something is going on and that they should come out because obviously something is not rightIn that case all of this should have been said in the beginning all of the prices should have been talked about before installation and all of that paperwork should be given in the beginningNot after you just installed a system into someone's houseThat makes absolutely no sense at allAnd then to top it I just received a bill for a permit fee which should have been given at the time of installationYou people work backwards and try to screw people like I said I'm not the first one and this needs to endAnd because I went on vacation I should be able to extend that cancellation fee since again the Damn system was installed first and then I was given the cancellation paperwork after the factSo I'm supposed to cancel my vacation and sit around for days for the cancellationRight? Absolutely not you people are wrong and you know it and just try to screw people left and right and I'm putting an end to it.*** ***

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,
*** ***

October 17, 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, Mr*** states that he would like to be released from his contract without penalty because his installation was not completed until August 20, which placed him outside his three day right of rescission windowIf he is not able to be released, he would like his rate reduced and the warranty issue addressedHe also states that he is being charged a higher rate for the keypad and was also promised a lifetime warranty that covered the batteriesMr*** contacted Protect Your Home on August 11, to inquire about and ADT monitored home security systemHe paid $for the installation which was scheduled for August 12, Mr*** had a second appointment to install more equipment after the initial installation on August 12, Mr***’s system was functional and was actively being monitored by ADT on August 12, 2016, so his contract started that dateI called Mr*** to discuss his concerns in detailMr*** signed a paper contract that his contract started on August 12, He also signed a Notice of Cancellation form that stated that his last day to cancel was August 17, Mr*** signed and acknowledged that the installation date is August 12, and he will be held to those datesMr*** had very good arguments about his case, but due to the signed paperwork, a full release from contract has been deniedMr*** is also not being charged $extra a month for the keypad, it is for the connectionHe is paying additional for his cellular connection with ADTThe panel has a cell uplink that allows his system to be monitored by ADT without a landline phoneHe also elected for the PULSE services which increased his rate to $All of these additional services were approved by Mr*** and will not be reduced unless downgradedIn regards to the warranty, I reviewed the sales call to review what was saidHe was advised that he would get a limited lifetime warranty that is in writingThere was no mention of batteries being included in this warrantyThis limited lifetime warranty is disclosed in section nine of his contract in the terms and conditionsThe warranty states that batteries are not includedProtect Your Home will service the customer for free for the first days, but ADT will take over afterwardsTrip fees are applicable after the days dealer service windowThrough my research, I did find that Mr*** over payed at the installationAn additional credit was added to his account after he made the initial paymentCurrently, there is a refund of $being processed and will be credited back to himRefunds can take up to days to processShould he not see the refund by then, he is welcome to contact myself directly to follow-upAlso, Mr*** agreed to a downgrade for October 20, Mr*** did sound as if he would not like to downgrade his services by the end of our conversation, but he disconnected the line before confirmingI have kept the appointment as is and should he change his mind, he has my number and can cancel it at any timeI apologize that Ms*** was inconvenienced throughout this process, but I appreciate the opportunity to address his concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 24, Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN Re: *** ***Complaint No***AcctNo
*** Dear Ms***, This letter is in response to the complaint # *** by *** *** By way of background, Defender Security Company DBAProtect Your Home is an Indiana 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 the account, the account holder calledinto Protect Your Home on February 4th. Shereceived a flier for a basic package for $99.00. The offer includes either fifteen hardwired orseven wireless sensors in the base packages, as well as a $VISA giftcard for establishing service. Ourrepresentative did approve an additional $equipment credit to assistwith other areas of her residence as well as an additional $VISA giftcard. Additionally our flyer alsoindicates that we are an authorized premier provider of ADT Security LLC. Our flyer also does disclose the “$Visa Gift Card fulfilled by ProtectYour Home through a 3rd party provider, MPELL upon installation ofsecurity systemShipping and Handling fees applies” We do show she did have two service appointments on April7, and the April 11, We have confirmed with ADT monitoring centerthat there has not been any issues after the service callsIf Ms***receive any alarms fines from her local municipality, we would be glad toreview the fines and assist with the reimbursement We have mailed her letter that outlines ourprocess to the address we have on file. Furthermore to assist with the issues with the system we have waived herfinal equipment payment in the amount of $311.49. This would have been deducted on June 5th,2015, but it has been waived. We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns. Ana D***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d***@protectyourhome.com Tell us why here

July 2, 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 No***AcctNoN/A Dear Ms
***, This letter is in response to the complaint # *** by *** ***By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systemsWe have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT After reviewing the information provided we are requestingadditional information in regards to account informationI was unable tolocate the account under the name, phone number and address that was providedWe apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address hisconcerns. Sincerely,Ana D***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: ***

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 ADTWehave received Mr***s concern regarding billing and invoicingWe haverequested an invoice be mailed to the address on fileIn addition arepresentative attempted to reach Mr. *** to discuss further. We apologize for any inconvenience he has experienced.Please let us know if you have any additional questions or concerns. Sincerely, *** *** Customer Advocate ***@protectyourhome.com

June 19, 2015 Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN Re: *** **Complaint No***AcctNo*** Dear Ms
***, This **tter is in response to the complaint # *** by *** **By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systemsWe have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT After reviewing the account I show Ms** contacted ouroffice due to recent home invasion she had. The offer she initially called in about included a keypad, sensors, a motion,and a key fob for $additionally she would have received a $VISAfor getting installed with our companyMs** inquired about equipment toprotect the exterior of her residence due to the recent break in of thevehicleMs** was informed about the package with Pulse plus Cameras and her monthly monitoring rate wouldgo up to $but she would need to speak to the security advisor that comesout to the residence for additional information regarding the package.Additionally our terms and conditions of the initial call mentions “you may be required to pay additionalcharges to purchase equipment required to utilize the ADT pulse interactivesolutions services features you desire, up to $customer installationcharge.” Ms** was installed on April 14, and she did havethe ADT Pulse with cameras installed and her monthly monitoring rate was set at$Ms** paid for the additional $plus state taxes which is theactivation for pulseThe activation that she paid for included an indoorcamera, wireless keypad, ihub which are required to utilize the ADT pulse interactive solutions services. I also show there was additional equipmentthat was installed, that we usually charge for, and the installation technicianwaived the $additional charges for Ms**I have also provided thecredit card authorization form showing Ms** authorized the charges We show Ms**e contacted our customer service department onApril 28, requesting to cancel because she was not satisfiedOurescalations representative contacted her the following day in regards to thecancelation request she states that she thought she had days to cancel andthen stated that she already disputed the charges with her credit cardOurescalation representative explained to Ms** that we would attempt to collectthe charges due to her being in month agreementMs**e then said to theRepresentative that our company can do what we want to do in order to proceedwith the accountAdditionally the contract has multiple locations thatdisclose that there is a day rights of recession to cancel her accountIhave also attached the notice of cancelation that Ms** signed acknowledgingshe had days to cancel and the last day to cancel was April 17, In themeantime we have received many disputes from Ms**’s Credit Card Company and Ms.Le did receive those funds backMs** would be responsible to pay thoseamounts back due to her acknowledging the chargesShould Ms** still opt tocancel we would hold her to the termination cost that is outlined in contractWeapologize for any inconvenience or frustration that the customer may haveexperienced and we appreciate the opportunity to address his concerns. Sincerely, Ana D***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 ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

January 2, 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. *** 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 ADTWehave spoken with Mr*** in regards to his concern and have agreed torelease him from his contract as of 11/21/Please contact me via one ofthe methods below to further discuss your accountWe apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, *** ***Customer Loyalty RepresentativeOffice Number: (317) 957-0079***@defenderdirect.com