DEFENDERS d/b/a Protect Your Home

May 23, 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 attempted to contact me and was unable to get throughHe states he wanted a call back I spoke to Mr*** and apologized for missing his callsI was able to address his concerns and turned to ADT for assistanceADT agreed to take care of him and will be charging Protect Your Home for the upgradeI apologize for his poor experience Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

October 23, 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*** AcctNoN/A
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 misrepresented ourselves as ADTAlso, the consumer does not like the four hour window time period for our service appointments After review, our advertisement does inform consumers that satisfactory credit history is requiredADT and Defenders does require a credit check, in order to see if you’re eligible for the monthly servicesIt has the credit information under General in the contents of the advertisement ADT has numerous of Dealers that assist with potential consumers to set up servicesThe number provided to you were Defenders Protect Your Home Sincerely, DeUndre E*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I read the response from ADT/ Defenders. The contracts that they sent aren’t the actual forms we signed. I am attaching the forms that I signed. Also, please view a trail of text messages that I have with Richard. When I originally called ADT, I explained to them that I had Bay Alarm but wanted to upgrade my alarm system. The whole point of having ADT install a new system was because we wanted cameras and we didn’t have them with Bay Alarm. When Richard came by the house the first time on 07/14/16, he had no clue of what type of system we wanted. He was quoting us numbers when we already had discussed prices with the customer representative over the phone the day before. Richard came unprepared without the cameras. We agreed for him to come by that Saturday but he never showed up. The last time he came by my house, he didn’t install the cameras. He left them for me to attach them to my walls myself. He gave my wife an attitude and kept yelling outside. Please review the contracts they attached and plsreview the contract we originally receivedThe cameras are in the contractPlease review my attachmentsThank you for your time
*** ***

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

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
Latest update, I called to ensure my letter was sufficient to cancel the service and I spoke with Mary #to ensure PYH/ Defenders received my letterShe informed me that must proved a signature on the letterAt 12:25pm EST I resubmitted the same letter with my signatureI called 12:38 PM EST spoke with Will#to ensure my letter was received he would put me in contact with the cancelation departmentI was disconnectedAt 12:- I spoke with Tyler and he informed me that the notes state that I do not have a dateI then resubmitting my letter with a signature and dateI asked if I could have a direct number to someone to ensure my letter would be accepted. Tyler told me Alex# is my manager but HE could NOT give me his direct numberI tried to get transferred to the cancelation department and it went to the companies voicemailI left a voicemail and called againThis company did a bate and switch on meI had to call again in order for them to finally give a date to come and get their equipmentHowever, they left a whole on my wallThey are suppose to send someone out to fix itI have yet to receive a phone callI need my wall patched upI have been so overwhelmed with this process of cancelationI wonder if I was an elderly person would they take advantaged of meThere are so many complaints against this company for the same problemThis really needs to stop Regards,
*** ***

February 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 # *** 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 they were not informed of terms and conditions of contractAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that an Escalations Rep from our department attempted to negotiate this matter with client on 9/17/Her notes state the following: offered to downgrade client, client became angered and stated to simply cancel, stated she was installed before she owned the home, informed that she authorized the install (via e-signed contract), she stated that she never saw the contract, client indicated that she has over 5oo emails and did not have time to look through them for a contract, then client stated that she could not afford the MMR, then stated that she was not aware of a month contract, was informed that initial sales call, was informed via pre-recorded message of the length of contract, and contract reiterates the fact, client was then offered a downgrade/MMR of $40.49, client declined the offer, stated that she was going to pursue with an attorney, informed that the attorney would explain to her legality of contract, stated that attorney would understand her situation, to date no attorney has contacted on client’s behalfThe offer of downgrade is no longer viable and client’s account has been placed with 3rd party collectionsThis took place on 2/3/Client would need to speak directly with Hillcrest and Davidson to resolve the matter furtherThey can be reached at *** *** ***We apologize 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 response/resolution is satisfactory to meThe only caveat to this is adt tried to charge me for the services I mentioned to them that defenders was paying They did not require payment from me so I am optimistic this is resolved Thank you to crystal for resolving this swiftly and in a positive manner
Regards,
*** ***

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 I show Mr*** did call in to inquire on service due to recent had he received on July 19, due to something recently occurred in his area. The promotion he received hardwired sensors or wireless sensors in the base packageAND a $visa for signing up with Protect Your Home. We reflect Mr*** system was installed on July 22, at the time the package was upgraded to cellular uplink packageMr*** did call in regards to his installation on July in regards to the installationWe show the customer did speak to our account services team in regards to the higher monthly monitoring rateWhen Mr*** did call in to speak to our account services team regarding the higher monthly monitoring rateOur agent did offer $VISA to offer the difference of $48.99-$however Mr*** did decline the offerHe did send in his Notice of cancelation within his Rights of RescissionWe are currently scheduled for the removal of the system on August 4, Mr*** would receive all refunds within days of cancelationWe apologize for any inconvenience or frustration Mr*** may have experienced and we appreciate the opportunity to address his concerns and reach a resolutionSincerely, Ana D*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d***@protectyourhome.com

April 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*** OrderNo***
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 had concerns about our legitimacy as a businessHer concerns stem from the installation fee and a conversation she had with ADTADT told her that an installation fee should not have been charged until the day of installationMs*** contacted Protect Your Home on March 17, in regards to an ADT monitored alarm systemDuring the sales call it, it was advised to her than an installation fee needed to be collected for $Ms*** provided her card information and she was charged the same dayAn installation appointment was scheduled for March 21, She called on March 20, to dispute the paymentShe spoke to a manager who advised her why it was chargedThe appointment was to be rescheduled for April 30, According to the notes, it was due to construction and she would call back to rescheduleShe called in again on March 24th to cancel, so a refund was placed on her account and refunded the following dayMs*** states that ADT advised her that we should not have charged herWe are a separate company with different processes than ADTAccording to our process, the installation fee is collected on the initial sales callI apologize if she was inconvenienced by this, but I appreciate the opportunity to address her concerns and help come to a resolutionI did call Ms*** and confirmed with the she did receive her refund 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 resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I have replied to the company and haven't received anything from them as of yetI will contact Revdex.com again if I don't hear from them soon
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I do not trust the company anymore its been lies and misinformation from the beginning, I have also read many complaints on how people are not getting the refunds they where promisedI will not chance going trough another issue with this companyIf you can't waive the fee, then put as a credit to my account where it can be used to pay for that activation, if not then I want my agreement terminated with no termination or penalty feesI will consider staying with the company at a month to month basis since there are holes on my wall already from the equipment that was installedAs far as the credit goes no I did not agree to have my credit checked
Regards,
*** ***

March 3, 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 noted the account atthis time with the information provided from the customer. 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

September 8, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- 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 corporationWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADTIn summary, Ms*** would like the name changed on the account to reflect her name versus *** ***She would also like her billing adjusted to reflect $a month like stated on the contractAfter review of the account, Ms*** did sign a contract for $The initial rate is $but that does not include the applicable taxes in her areaAfter 8% tax has been added, it brings her rate to $Protect Your Home is not able to remove the tax off her monthly monitoring rateADT has changed the name on the accountOnce Protect Your Home was able to confirm that ADT allowed the name change, we too updated the name to reflect *** ***The new account created to move her services also reflects the name *** ***I made attempts to reach Ms*** twice to advise the name changes have been made, but was unable to get throughI left her with my direct contact information 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
I reject the response submitted by the Respondent and I my rebuttal is as follows: The check which I provided was a bank certified check which means that I provided the bank with cash and they provided a secured check, there is no way that a certified bank check can be deemed delinquent as it is not being drawn from a personal account, a certified bank check is equivalent to a money order The first call which I received regarding the payment of $I was advised that the payment was never made they did not immediately advise that there was an issue with the check If this company cannot handle processing a check payment exactly why should I feel comfortable with this company securing my home In regards to being verbally abusive let's be clear I was irate because once the check was mishandled I was clear in stating that I had gotten a security system via *** and I wanted Protect Your Home to come out and pick up there equipment which has been sitting in a box since late January when *** installed my current system Protect Your Home reps refused to arrange to have someone pick up the equipment as well as refused to cancel my account.Ultimately, I am looking for this company to take accountability in the fact that they mishandled this payment as to date they still have forwarded me the original certified bank check which I requested on numerous occasions The bottom line is they misplaced my payment and refuse to take accountability of that and for that I made a decision to discontinue doing business with them I am again requesting that Protect Your Home makes prompts arrangements to pick there equipment up from home immediately I am further requesting that the contractual agreement be voided and this account balance be credited out and closed.If this matter is not resolved in the manner that I am requesting above I will then proceed with litigation If I have to retain an Attorney to proceed with litigation I will be seeking damages, refund of all Attorney fees associated with this case and I will also, be pursuing this company due to rights being violated as on two (2) occasions the Collections Representatives did not adhere to the Debt Collection Act.
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 meI will still never use this company or recommend
Regards,
*** ***

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 ADTThe account holder is requesting to be released from contract due to communication failed and requesting a full refundTo determine system not working properly, the customer has to allow Defenders, Inc. DBA Protect Your Home to service the home at least times all regarding the same issueAt the 3rd service appointment, the security manager would need to determine the system is inoperableAfter reviewing the account we show Ms*** security system was installed on April 2, 2016. Mr*** called on April requesting to cancel the serviceHe was advised by our customer care department that he would need to allow us the opportunity to schedule the service appointmentOur representative did schedule Mr*** for service on May 7th to address his issues with the communication. I reviewed Ms*** history with ADT monitoring center and they have determined there were some communication failures with the system and they were contracted to advice of the issues. Our local branch has contracted the account holder May 6, to attempt to get someone out to address the issues however the customer refusedUnfortunately at this time the customer would not be able to cancel unless they allow us the opportunity to resolve the issues with the systemWe apologize for any inconvenience or frustration that Mr*** may have experienced and we appreciate the opportunity to address his concerns and reach a resolution Sincerely, Ana D*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.***@protectyourhome.com

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,
*** ***

July 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 Our records reflect Mr*** did call in to attempt to get service from recent flyer he received on November 12, Our flyer does reflect that there is an month agreement in placeOur records show he did sign a contract on November 12, which I have attached along with our movers process Our escalations representative did speak to Mr*** in regards to his concern to cancel or relocate the service on July 26, where she advised the terms and conditions of moving the service or she would be willing to lower the termination cost from 75% to 50% termination costIf the consumer does not want to proceed with the movers process Mr*** would be responsible for 50% termination cost which is $We apologize for any inconvenience or frustration Mr*** may have experienced and we appreciate the opportunity to address his concerns and reach a resolution Sincerely, Ana D*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d***@protectyourhome.com

March 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 states incorrectly billedAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that the Billing Department has updated matters of billing adjustmentIn moving forward, this matter is rectifiedWe are committed to ensuring that this matter is effectively resolvedWe will provide the client with month MMR credit for the month of March (that amount will be equal to $40.99)However, this minor oversight in billing, does not provide ground for voluntary cancellation without penaltyWe feel that we have rectified this situation by providing the credit and further research indicates no additional monetary relief is necessaryTherefore, we will no longer acknowledge this complaintPlease be advised that if you cancel, you will become responsible for the 75% BOCWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here