DEFENDERS d/b/a Protect Your Home

December 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 # *** 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 cancelled services due to “misleading” communication by service technicianAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsWe apologize for any “misunderstanding” on behalf of our service technicianOur primary goal is to ensure that every customer has a sound understanding of their contract and the terms and conditions thereofWe acknowledge your statements and will apply them in our business practice to better serve our customersAgain, we apologize for your dissatisfaction with our product/servicesRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here

February 16, 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 ProtectYour Home is an Indiana corporation that specializes in selling residentialalarm systemsWe 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 has called in numerous times and advised us thatthey were told the monitoring and billing could be delayed until they provideda certificate of occupancy. I believethere is a misunderstanding as to what can be delayed until occupancy, thecustomer has the ability to keep the system on “test mode” for days at atime by calling ADT Monitoring at 800-369-0996. The billing will be collected even when the system is in “test mode”, Iwill however be issuing the customer a check for months of monitoring. This will be a paper check and ADT willcontinue to bill the customer for those monthsThe check will be in the amountof $164.52. 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

January 26, 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 has been receiving calls from Protect Your Home’s internal collections team and would like the harassing calls to stopShe states that Protect Your Home owes a refund to *** *** Ms*** paid a $installation fee to Protect Your Home on December 1, After cancelling her account, she was refunded the $on January 5, The payment was disputed by Ms*** on January 6, and the chargeback hit on January 12, She was both refunded by Defenders and by *** *** due to the disputed paymentAt this time, our internal collections team is trying to recollect the $since she was refunded by *** *** as well There was a charge of $that was being collected on for equipment, but it was discovered the refund never paid outSince this charge was also disputed with her bank on January 6, 2017, we adjusted the account so that she does not owe the additional $for equipmentAt this time, she only owes the $for the installation feeWe do not have any proof that this disputed payment was cancelled with *** ***, so we will not refund the $unless otherwise notified by her credit card company ADT charged the $for the prorated and first month’s billShe will need to contact ADT in regards to this charge/refundProtect Your Home does not have access to ADT’s billing database to determine the status I apologize if Ms*** 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 find that this response/resolution is satisfactory to me.
Regards,
*** ***

December 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 ADT Summation of Complaint: Owner of complaint requests refund for damagesAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that we have spoken with client in re of the matter, and are diligently working to resolve this issueWe ask that the client continues to work with our department and we ensure that our full attention will be given to rectify client’s complaintWe apologize for the inconvenience this matter has contributed Regards, 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 acceptable to me.
Regards,
*** ***

July 1, 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 Ms*** was installed on January 16, We reflect the account holder did agree to purchase of additional equipment in the amount of $which I have attached for your recordsDuring the time of installation our system does reflect a check was provided to our installer in the amount of $When our accounting team ran the payment from the check that was provided on the day of installationWe receive a delinquent notification that it was not authorizedOur internal collection team did attempt to contact account holder in regards to the check on February 1, We advised her the reason we were calling and she advised that she would reach out to her financial institution to see if the check had cleared her account and call us back. She did call back the following day to advise she advised us it was cashier check and our agent advised her that the check was ran electronically the day of installationShe did advise us that she had placed an stop payment on the accountOur internal collections did ask for her to submit payment that day however she requested to cancel her accountOur agent did advised her should she opt to cancel she would be held to the cancellation cost to the account and she did disconnect the callWe did call her back the afternoon February 2nd and Ms*** became verbally abusive to our agent when she called in regards to the balance and disconnected. Our internal collections team continued to call Ms*** in the month on March in regards to the outstanding balance advising her account was 31-days behind delinquent due to the equipment charges. We show we called her again on May 3rd in regards to the balance and Ms*** became verbally abusive on the line and requested us to come remove her system and our agent advised her that will not be possible at this time. Our collections team did receive an call from relative of Ms*** on May 6th in regards to the balance advising Ms*** had provided us a certified check in the amount of equipment and we advised her that when the payments was ran the day installationThe payment came back as delinquent notification that it was not authorized from her financial institutionHer relative did request to cancel the account and we advised her that there is a day ROR in place and at this point she would be responsible for the termination cost of the accountThe collections calls did continue in the month of June in regards to the balanceAdditionally we show Ms*** monthly monitoring account is currently past due as wellWe show she currently has an outstanding balance of $ as of June Unfortunately, we are not able to honor her request to cancel her accountShe would be responsible for the termination cost of the contract as well as the outstanding balance for equipment on the accountWe apologize for any inconvenience or frustration 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

June 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***
*
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 When our customers order an alarm system they have three days right of rescission to cancel the account After reviewing the account *** *** ordered the service but did not qualify for an alarm systemShe had another person put the account in their name (Carol Shelton-Mcfarland) in order to get an alarm system We reached out to *** *** to let her know that since the account was put in another name we would have to discuss cancellation with the account holderShe is listed as a responsible party and can only schedule appointments or pay a bill with her own credit card information We do understand her concern with someone messing with her personal itemsShe mentioned installing cameras and we can install additional equipmentThe camera installation does require additional feesShe mentioned her complex has cameras but they are not workingWe do recommend that she reach out to her apartment complex to discuss the cameras that are not working. *** *** disconnected the call prior to the end of the conversationWe apologize for any inconvenience or frustration that *** *** may have experienced and we appreciate the opportunity to address her concerns and reach a resolution Sincerely, Ana *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: ***

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,
*** ***

March 21, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: *** *** Complaint No*** 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, Ms*** is concerned that I did not include the entire fax and would like that locatedShe believes our employees stole her information, so she is concernedShe would also like to know why we requested the fax in the first placeI only included the first page in my initial response to protect the privacy of Ms***Our company is PCI compliant, so I was following company policyThat is why I stated in the initial response that I included only the cover sheet to prove that I had ownership of the faxI can assure you that no one here is going to “steal” her informationWe handle sensitive information on a daily basis because we are a security companyShe has nothing to worry aboutThe reason we requested her to send fax because she did not believe our agent when he told her the funds were sent to her banking institutionShe chose not to listen and insisted that that the funds were not placed into her accountPer policy, when a customer claims funds were not returned, our agents are to request a faxed bank statement before an investigation can be openedThe agent advised her that when she receives her next bank statement, to fax it overIf the statement reflects that the funds were not returned, it is then investigated Instead of waiting and sending her next billing statement, she sent a statement that reflected the same day we sent the funds to her bankHer refund would not have reflected on this statement because it can take a few days for a banking institution or credit card company to process the funds and make them accessibleThe agent tried to assure her that the funds would be placed in her account, but she did not heed to his words She did not state in her rebuttal that funds were not returned, so I assume she received themShe has nothing to worry about when it comes to the fax she sent overI apologize if she was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help bring peace of mindSincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 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 # *** 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 alleges equipment was removed from homeStates the immediate return of original equipmentStates “missing” items include keypad and motion detectorAcknowledgement of Resolution: Offer Pendiregards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that we have spoken with Service Manager and he confirms that, monitor and keypad were left on counterAs already stated, it has been confirmed by Service Manager that this claim is falseWe will provide no further resolution in the matterWe apologize for any inconvenience this matter has causedRegards, Kemesha *** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

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*** 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 Thank you for your inquiry with Protect Your Home, your ADT Authorized Premier ProviderUnfortunately, I was unable to locate your account because there was not an account holder's name that matched in our system, no address, phone number, cr, ticket number, or monitoring account number provided in your email that matches an account in our systemYou may reach our Customer Care team to promptly handle your inquiry/further inquiries by calling Protect Your Home’s Customer Care line at 800-689-The standard hours of operation are from a.mto a.mEST Monday through Friday, a.mto p.mEST Saturday, or a.mto p.mEST SundayWe are delighted to provide you with the peace of mind that comes from knowing that ADT, America’s #security company, is helping to protect your home and familyThank you for contacting us, and have a great day! 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 am still having issues with my refundThe only way I can get the local company to answer my calls is to call corporateMy card had a refund for the $for the installation but have not yet received the refund for the equipment and have also now been charged $for alarm monitoringI spoke with the person from defenders who has not expedited the refund of the equipment that has been removed from my house now for a weekWhen I spoke to corporate last week they said that the $should have already been credited to my accountI don't understand for something that takes one day to install and charge my card takes three weeks to remove and still have not been fully reimbursed
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.]
The response states that is was "confirmed" that the equipment was left on the counterBut there was no confirmation accept word of mouthOur claim is not because your employee refuses to admit that he took our equipmentFurther more your company tools weeks to come and get the equipment installed by youSo how do you know he didn't take our original equipment and now can't find to just to make sureWe have no reason to lieAny company we go with will replace the keypad and monitorBut the principal here is that you took our equipment and refuse to admit it, and refuse to replaceAt this point we would be happy with an admittance and apology.
Regards,
*** ***

August 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 # *** 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 Our records indicate that the consumer showed interest on August 1stAfter review, the sales agent and the manager did not inform of the activation feeThe consumer showed interest in one package which were the camera package As a resolution, I reached out to Ms*** to inform that we issue a refund, in the amount of $for not being informed of the activation feeMs*** is made aware that she’ll receive the refund in daysThe refund will be sent to the method of payment Sincerely, DeUndre E*** Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April, 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 disputes contractAcknowledgement of Resolution: In regards to Complaint #***, we have carefully reviewed the matter and bring forth the following recommendationsOur research establishes that the system was removed on 1/by an outside company (Vivent)Despite this fact, we find that client is held to terms and conditions of contract as they called in on a month adThis ad explicitly states that party will agree to a month contractThis is also re-iterated during the pre-sales call (pre-recorded message states month contract, w/ exception of California residents (months))Client has been offered a reduced settlement in the past and has failed to accept the offerTo date, client’s BOC (balance of cancellation charge) stands at $Further research establishes that no part of the contract has been breached on the part of DEFENDERS/PYH, and client would be held to terms thereofContract was emailed using docu-sign and a copy is attached to this responseClient will remain responsible for BOCWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

January 21, 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 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 I have researched this accountand found that on December 17, Mr*** was contacted by a member of ourCustomer Loyalty Team and informed that Protect Your Home would be honoring acancellation of his account with no early termination fees due to us. Protect Your Home also agreed to pull thesecurity alarm system from the home to allow a complete refund of the moniesthat were paid to Protect Your Home including the activation fees I show that these refunds werepaid to the customer on 12/19, 12/23, and 12/for a total refund amount fromProtect Your Home of $263.00. I would like to sincerelyapologize for any inconvenience that Mr*** has endured and offer myservices directly to him, if there are any questions or concerns about theaccount please don’t hesitate to reach out to me directly. Sincerely, *** ***Customer Loyalty RepresentativeCustomer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

December 2, 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
*** 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 $visa that came with the promotion and the rate promised on the contract There is a redemption process needed for the visa card, but I have overridden that and immediately fulfilled the visaThe consumer should receive it in 17-days I do see the contract states the monthly monitoring rate should be $for the service ($58.99) and the armed guard fee ($7)It appears the charge of $was the first month’s bill which is prorated for the current month and the next upcoming month’s serviceIt is advised this prorated will be drafted on page of the contract 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 ProviderE: [email protected]

June 9, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: *** *** Complaint No*** AcctNo***
Dear Ms***, This letter is in response to the complaint # *** submitted by *** ***By way of background, Defenders, Inc. DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms*** states that she chose not to proceed with the installation during the appointment, but the technician had her wait and call back within three days if she still wanted to cancelThe installation was not completeShe called to cancel within three days and place her notice of cancellation in the mailThere was an issue because the post office postmarked her letter a day the cancellation windowBecause of this, she was denied a release from contract It appears Ms*** agreed to pay the termination fees and had the equipment reviewedAfter reviewing her complaint and her account, I thought it best to refund her that payment as well as the installation feeI am not able to refund the first monitoring bill, but that may already be in the process of being refunded by ADTShe would need to contact them to see if they areI am open to conferencing a call with her and ADT should she call me at 317-810-I attempted to reach her and left a voicemailI apologize for any inconveniences this may have caused Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

December 31, 2014 Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN
Re: *** *** Complaint No***AcctNo. *** Dear Ms***, This letter is in response to the complaint #*** filed by *** ***By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT I have researched this account and found that the customer is indeed due a refund for all monies paid for monitoring and the permit fee. The account was cancelled in October as Mr. *** was informed by another agent, however; the billing wasn’t stopped for some reason. I have entered a check request for the customer in the sum of $494.29. We apologize for any inconvenience he has experiencedPlease let us know if you have any additional questions or concerns. Sincerely, *** ***Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-