DEFENDERS d/b/a Protect Your Home

May 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*** 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 ADTMs*** is requesting a refund for the smoke going off and technical support deactivated the smokeThe account holder is requesting to be refunded for the smoke communicator that she had installedAfter reviewing the account I show Ms*** did speak to our technical support on May in regards to issues with the smoke communicatorI show our representative did deprogram the smoke to resolve the issues. In effort, to resolve the complaint I have requested an refund for the $and Ms*** would need to allow time for processing to receive the refund back to the initial form of paymentWe 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, Ana D*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.***@protectyourhome.com

July 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: *** *** Complaint No*** AcctNo*** This letter
is in response to the complaint # *** regarding Mr*** ***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 paid the installation fee in order to have the system installedDue to misinformation, he cancelled the orderDuring the process, his system was disconnectedHe states that although this has happened, he has not yet received his refundIdeally, Mr*** would like his refund processedAccording to our records, his refund was paid out on July 18, I attempted to contact Mr*** regarding his concerns and was unable to make contactI apologize for inconvenience this may have caused him Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

March 9, 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 accountand found Mr*** first contacted Protect Your Home on March 7, at4:45pm. He was stating that he wanted atechnician out that day, Mr*** was advised that the earliest we couldhave a technician out was March 10, 2015. He then threatened to file a Revdex.com complaint, as he has done. By way of explaining, March 7, was aSaturday, our technicians are finished with their day on Saturday’s normally by4pm, and do not work on Sunday. We didcontact the security manager and he agreed to have a service call entered forMarch 9, This has been completed. Once Mr***’s system isfunctioning properly he is more than welcome to call ADT Billing at1-800-369-opt to ask for the downtime credit. We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, *** ***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

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
While this resolution takes the fraudulent balance out of collections, it does not provide me proof that the balance has been completely removed from my name so that no future attempts to collect will take placeSince this is the third collection agency they have sold this balance to, I need confirmation and documentation that account# *** reflects no balance in my nameOnce I have proof that this balance has been completely removed from my name and not just this collection agency, I will be able to find my issue to be resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me. DeUndre was very very very helpful in resolving my issueAll matters were handled in a professional matter and I am very pleased with the outcomeI have decided to keep my service thanks to the great customer service I finally received with DeUndre.
Regards,
*** ***

January 20, 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 U386380899 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 accountand found that the customer had spoken to this team on 12/30/and wescheduled a service call for 1/17/to address the issues she has. In follow up, it appears the issues have atthe present time been resolved. Thecustomer was given a discount for the equipment she purchased and also hadadditional sensors added at no charge. We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, Mandy H***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-3833 Tell us why here

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 16,
2015Revdex.com of
Central IndianaN
Delaware St#2020Indianapolis,
IN 46204-2599Defenders
INCDBA Protect Your HomeDBA
Protect Your Home
Priority Way South DriveIndianapolis,
IN 46240Re: *** ***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 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.In regards
to Complaint #***, we have
carefully reviewed the matter and bring forth the following recommendations
The matter between client and company has been addressedPer client’s claim,
we have reinstated her account (via collection pull), waived $installation
fee and prepared to schedule a signal rerun (pending client contacting us to
schedule an appropriate time)In acknowledging “contributory fault,” the
fore-mentioned actions are in place and would resolve the matter at handOur
company apologizes for the oversight and look forward to maintaining a
successful business relationship with clientRegards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here

March 13, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** *** Complaint No*** AcctNo***
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 called in on a promotion for $a monthShe found out at the installation that the monitoring rate was $without the landline connectionShe said that sales agent quoted her the $monthly rate and would like that honoredShe said she tried to call to get the rate corrected, but she advised that it was not possibleShe said she had the option to cancel within her three business, but she chose not to because she wanted to keep the alarm system Ms*** contacted Protect Your Home on a $flyer she received in the mailShe spoke to our sales team on February 25, in which they discussed the equipment optionsThe sales agent asked her if she had a landlineShe said she did not, so he told her we would need to upgrade her service to the cellular uplinkI could hear where he was leading up to discuss the monthly rate, but the conversation was divertedIn the end, the monthly rate was never discussedThe technician did not tell her that her monitoring rate would be $for the monthly serviceIt is practice for the sales agent to discuss the monthly monitoring rateI do not believe it was intentional that the rate was not discussedAlthough it was not clear on the sales call, the technician made it clear to her what the rate would be without a landlineShe chose to continue with the service although she was advised she could not get the monitoring rate of $a month The service that was installed has upgraded features that the $rate does not offerThis rate includes cellular uplink which allows a cellular connection to ADT via cell towersIt also includes Pulse Tier One which allows access to the alarm system though a smart phone, tablet, or computerLastly, it includes ADT’s limited extended warranty known as the quality service plan (QSP)The rate of $does not include any of these items and requires the alarm panel to be installed near the landline I contacted Ms*** to discuss her optionsI advised that if she is willing to give up the Pulse, we can get her rate lowered to $Normally the rate is $without Pulse, but I thought we could make an exception for the lower rate plan for cell uplinkMs*** accepted this offer and scheduled her downgrade for March 25, I apologize if she was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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
Hello Mrs./Ms***, This complaint is/was closed because I accepted the follow up actions from DefendersHowever, they have failed to follow up with the reimbursement for the damages caused by their service personnelI emailed the receipts of repairs, and have left messages with no successThe email provided from Emily B*** comes back returnedAm I to open a new complaint for my repair cost?
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
If you wish to seek your payment then may obtain an attorney because I am not paying the charge and will fight it So in regards to the credit agency, that was not the complaint The complaint is Defenders asking for payment that is not owedYou were given back the equipment from ADT
Regards,
*** ***

February 8, 2017Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defenders IncDBA Protect Your HomeDBA Protect Your HomePriority Way South DriveIndianapolis, IN 46240 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 revered the disputed charges with *** *** and that her credit card company has notified us of the reversalShe states that her credit card company is waiting on Defenders’ responseI have contacted our collections team, accounts payable team, and accounts receivable teamThey have looked into the account and checked into the chargeback reversalThey have advised me that there is no notification pending from *** *** about the canceled disputeAt this time, they are requesting a copy of her credit card statement proving her allegationsI am willing to speak to her credit card company if she will allow for a three-way conference callI did attempt to reach Ms*** again and left a voicemailAt this time, I cannot proceed to help unless I hear back from Ms*** Sincerely, Crystal FCustomer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [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 me.
I have not recieved any of the promised solution, I will give them until the end of the month and then I will send this info to the Attorney General (consumer complaint)
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

January 4, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: *** *** Complaint No*** AcctNo***
This letter is in response to the complaint # *** submitted by *** ***By way of background, Defenders, Inc. DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, the consumer would like the $in Visa gift cards and the monthly rate adjusted I spoke with the consumer and advised I would get the visa cards to her in 17-daysI also explained the difference in the rate is the local tax that we have no control overWe further went over the billing on the account and I believe I was able to resolve any questions If the consumer would like to further discuss this, I can be reached directly at 317-860-I apologize for the inconvenience but appreciate the chance to address the concerns Sincerely, Emily B*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

March 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 *** 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 spokento the customer on 2/20/2015, Ms*** agreed to accept the reimbursementof flex paymentsThe check request has been entered and is awaiting finalmanagement approval and will then be processed We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concerns. Sincerely, Mandy H***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-3833 Tell us why here

May 4, 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 YourHome is an Indiana corporationWe 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 ADT.After reviewing the account Ms*** called in on January2, regarding a flier she receivedThe offer included (15) hardwiredsensors or seven (7) wireless sensors in the base packageAlso included was$visa and a second key fob for establishing serviceOur sales sales agentasked Ms*** if she had a landline currently at her residence, she did advisedshe did not have one in serviceShe was advised at the time her monthlymonitoring rate would be $44.99, but that we would provide the cellular uplinkat no charge to herMs*** had the system installed on February 7, 2015. She called in a few days later inquiringabout the monitoring rate and our customer service agent asked again if she hada landline available at the residenceMs*** stated that she recently hadVerizon Fios installed. Our advised herthat unfortunately, the landline service provider is not compatible with oursecurity system. Upon further review, itappears as though ADT Corp did change her monthly monitoring rate to $inorder to resolve her concerns.We show that Ms*** has two, $visa cards on heraccount. We spoke to her on February 10,and advised her that it was on record, but our third party had notreceived the information yet. OnFebruary 11, 2015, she was advised that the third party provider had not yetreceived notice of the second visa on her account, but that it is typicallyupdated within a couple days. Ms.*** called in on February 13, again regarding the visas. Due to her concerns, we offered an immediatefulfillment of the VISA rather than account holder go through the redemptionprocess. Both $visa cards weremailed out directly to the account holder on the February 16, directlyfrom the third party to the address we have on file. We have also agreed to update her paper contract to reflectthe $monthly monitoring rate that was recently changed by ADT Corporateon her accountMs*** also has upcoming service appointment to install threeadditional sensors on May 7, 2015.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 Tell us why here

August 1, 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 ofbackground, Defender Security Company DBA Protect Your Home is an IndianaCorporationWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT After reviewing the account, we do show in our recordsthat *** called in to make a cancellation request on July 27, 2015. The agent then advised of the propercancelation processWe do not currently indicate that the Notice ofCancellation was returned, per the instructions on the document and providedduring the phone callHowever, we are reviewing our records to ensure it wasnot missedI have also left a voicemail with my contact information and amhappy to discuss options for resolution going forward. We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns. Sincerely, Amanda H***SrManager, Customer LoyaltyProtect Your Home ADT Authorized Premier ProviderE: Amanda.h***@defenderdirect.comOffice:***
Tell us why here

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
Ms***, This letter is in response to the complaint # *** by *** *** By way of background, Defenders, Inc. DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT After reviewing the account our records reflect Ms*** did have service to address her issues with the garage door sensor and our records reflect this was addressed. Ms*** did call back on August 3, in regards to her issues with the system not having powerWe did have a service appointment for August 10, from 11-PM however when our security advisor contacted her around noon but she was not available so message was left to call us backMs*** would need to contact us to schedule the service appointment for us to address the issuesShe would need to contact our scheduling department to get the issues addressed at 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, Ana D*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d***@protectyourhome.com

April 21, 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, we do show the account holder was added to ourinternal Do Not Call list as well as our Do not Mail list on March 4, Wedo apologize that she received another letter after her first requestDue toprocessing times, this was likely initiated prior to her request for removalIhave added her again to our internal Do not call / Do no mail lists again as anadditional precaution. 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