DEFENDERS d/b/a Protect Your Home

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 Ms***s concern regarding the equipment offers she received. After review of the account and phone recordings. On the initial call, Ms. *** was told shewould receive:2door/window sensorsKeypadFront doorsensorBack doorsensor2keychain remotesBatterybackup11window sensors$100visaThen she called back in tocancel her appointment because the equipment was not what she needed***went over the equipment again stating that she would receive the above list of equipmentand stated it was a $credit worth of equipmentHe did not indicate thatany additional credit was to be given. Weapologize for any inconvenience he has experiencedPlease let us know if youhave any additional questions or concerns. Sincerely, *** ***Customer Loyalty Representative***@defenderdirect.com

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 decline the resolution because on June 6, 2016, I spoke with Tanisha (Representative for Defender's, Inc.) and she stated that all equipment that they installed will be removed on June 18, (between a.mand 2:p.m.) at no cost to me and that I will not be responsible for any other charges

June 20, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Mr. [redacted] would like to be refunded $92.49 for cancelling his contract. He states there were multiple missed service appointments.   I reviewed his account and found record or two missed service appointments. I refunded him the money as requested. It is currently pending and can take up to 30 days to process. I apologize for any inconvenience this may have caused.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 10, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint No. [redacted] Acct. No. [redacted]                   Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted] 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] states she is being pursued for a contract termination charge and cancellation of her alarm service agreement. She states that this is at no fault to her and that she had mailed in a payment in December. She states that if this is not properly addressed that she will notify the military, media, and pursue a lawsuit.   Ms. [redacted] contacted me about her rebuttal and was able to better explain her situation. She explained she had bank statements proving that she paid for her services. With this information, I was able to locate an old account that she had prior to this one. The billing on that account was not cancelled, so she was paying monitoring for a system no longer in service. To Ms. [redacted], she was paying, but the funds were not applied to the proper account. To ADT, it appeared she was not paying. This error caused her current account to fall delinquent and then on to collections. Since I was able to recognize this error, I have requested that the account be pulled back from collections. This should restore her credit. I also requested a refund for $318.76. I apologize that she was inconvenienced during this process, but I appreciate that opportunity to address her concerns and help come to a resolution.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Marc 7, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint # [redacted] Account # [redacted] Dear [redacted], This...

letter is in response to the Complaint #[redacted]. 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. Summation of Complaint: Owner of complaint states account is cancelled. Acknowledgement of Resolution: 33In regards to Complaint #[redacted] we have carefully reviewed the matter and bring forth the following recommendations. Our records reflect that client has 2 accounts ([redacted]-cancelled/[redacted]-chargeback status). The account #[redacted] is in chargeback status and requires that the client contact our Collections Department to further discuss the matter. They can be reached at 800 381 1156. We apologize for any inconvenience this matter has caused. 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 [redacted], 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,
[redacted]

August 25, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  This letter is in response to the complaint # [redacted] submitted by [redacted]. 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, the consumer states his agreement was $27.99, consumer felt our technician bait and switch during installation, and consumer would like a refund of $406.   Our records indicate on the day of installation the customer agreed with Pulse Level 1. That promotional package charges $52.99 a month. Ms. [redacted] called in on August 20th to cancel services. Ms. [redacted] was informed on how to cancel her service with Protect Your Home.   Ms. [redacted] faxed the Notice of Cancellation on August 21, 2017 and also finalized the cancellation as well. Defenders, sent a technician out to remove the system out of the consumer’s home. Defenders, processed all refunds which were all paid. The amount for the refunds are $333.68 (equipment return) and $107.17 (installation fee). The total amount that is refunded to the consumer is $440.85.     Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 25, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint # [redacted] Account # [redacted]   Dear Ms....

[redacted],   This letter is in response to the Complaint #[redacted]. 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   Summation of Complaint: Owner of complaint requests refund in upgrade of equipment charges. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations.  Due to the upgrade in equipment charges, we are in the process of issuing client a refund. We have sent the client (2) $200 Visa gift cards. This amount is to offset the $365.04 client was charged. Client should allow up to 14 business days for receipt. We apologize for any inconvenience this matter has caused.   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 [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am satisfied with the resolution on one part but they did not address the horrible customer service that I have experiencedthay was part of my complaint when I talked to someone and the complain from Revdex.com
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. However, I have already provided the receipts for completed repairs on multiple occasions over the past couple months. I've received contradictory information for the damages/claims processes. 
Regards,
[redacted]

June 5, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] submitted by [redacted]. 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] would like to cancel without penalty. She listed many reasons as to why based on her past experience.   I worked with Ms. [redacted] last week and cancelled her account without penalty as requested. I sent her a confirmation email about the cancellation for her records.     Sincerely,     Crystal F[redacted] 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 [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

December 22, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  This letter is in response to the complaint # [redacted] submitted by [redacted] 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, the consumer would like the credit promised on the phone call that occurred on August 15.   I was able to review the phone in question and confirm the offer was made. I spoke with the customer and advised I have submitted the refund for $803.76 and it has been expedited as well. The customer will receive the refund in 3-5 business days. I also added a $100 visa that will arrive in 17-21 days to compensate for the interest charges the customer accrued.   If the consumer would like to further discuss this, I can be reached directly at 317-860-6797. I apologize for the inconvenience but appreciate the chance to address the concerns.   Sincerely,   Emily B[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 24, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint # [redacted] Account # [redacted] Dear [redacted] This letter is...

in response to the Complaint #[redacted]. 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. Summation of Complaint: Owner of complaint states incorrectly billed. Acknowledgement of Resolution: Offer Pending-In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our Billing Department has recently updated matters of billing adjustment. Please allow up to 30 business days for the entire process to cycle. We are committed to ensuring that this matter is effectively resolved. However, this minor oversight in billing, does not provide ground for voluntary cancellation without penalty. Please be advised that if you cancel, you will become responsible for the 75%BOC. We apologize for any inconvenience this matter has caused. Regards, Chase Riley Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here...

December 27, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  This letter is in response to the complaint # [redacted] submitted by [redacted]. 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, the consumer would like the lower monthly rate of $36.99.   If the consumer has a landline that is compatible with our service, I will approve a downgrade to the lower rate of $37.99. The consumer’s current rate is $52.99, which includes the phone application to remotely control the system. We would need to remove that feature and connect the service to the landline for the consumer to qualify for the lower rate.   I have also requested the voice confirmation associated with the electronic signature. All of our electronic signatures have voice recordings of the customer’s voice to ensure the authenticity of the contract signature.   If the consumer would like to further discuss this, I can be reached directly at 317-860-6797. I apologize for the inconvenience but appreciate the chance to address the concerns.   Sincerely,   Emily B[redacted] 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 [redacted] and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The signature which the business claimed was mine was not. Someone within their company signed the contract trying to bind me to their agreement. If need be, I can provide you with other documents to which I have signed my signature as proof. I refuse to pay their contract as I did not sign it. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear beloI did get a refund but there response was a lie. They told me that my card would not be charged until the install was done and then the installer would as for the security code to finalize the charge
Regards,
[redacted]

October 27,
2015Revdex.com of
Central Indiana151 N.
Delaware St. #2020Indianapolis,
IN 46204-2599Defenders
INC. DBA Protect Your HomeDBA
Protect Your Home3750
Priority Way South DriveIndianapolis,
IN 46240Re: Josh ShinoffComplaint # [redacted]Account # [redacted]Dear
Ms. [redacted],This
letter is in...

response to the Complaint #[redacted]. 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 1998 that sells and installs ADT
monitored security systems. Once the security system is installed, the contract
is then purchased, billed, serviced and maintained by ADT.Summation of Complaint:Owner of
complaint alleges he was promised (per conversation with security advisor) a
credit of $249 towards the upgrade of cameras.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations.  Owner of complaint received a total credit of
$1666.00. This amount includes a value of $850 worth of equipment at time of
installation and then an additional credit of $816.  Our company is in no position to confirm or
negate in private conversation that took place between client and security
advisor during time of installation. We can only state that no notes reflect
this agreement. Relative to any inconvenience this matter has cause the client,
we have mailed him a $100 Visa Gift Card. We ask that client allows up to 14
business days for the gift card to arrive.  Additional matters in regards to billing and price discrepancy, we ask
that client refer to ADT corporate as they are the owners of the account.Again, we
apologize for any misunderstanding and look forward to providing the client
with continued quality service and product.Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier Provider

April 11, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint # [redacted] Account # [redacted] Dear [redacted] This...

letter is in response to the Complaint [redacted] 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. Summation of Complaint: Owner of complaint requests billing charges be reversed. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our office has researched the matter and find that all charges are valid and authorized. In referencing the contract, client was provided notice of billing procedure and matters of pro-ration. We advise that client hold to the clauses maintained within. In regards to the statement of “not being aware of doing business with an authorized dealer,” we have established the statement to be false. All DEFENDERS/PYH advertisement, lists our agency as “an authorized ADT dealer.” This information is also communicated during the initial sales call and found within the contract. Further research determines that client was called by one of our Escalation Representatives on 2/4/16. These calls are recorded and occurred @ 9:32AM (# dialed-[redacted]; escalation rep left voicemail with customer care #), and @ 9:34 AM (# dialed-404 750 7659; escalation rep left message with party who answered). Phone contact was made with the client on 4/11, and an attempt to inform of the decision made in regards to her complaint, client refuted statements made and did not accept decision. Decision will stand that client was given privy to the fact of our representation as “an authorized dealer,” and matters of billing process is contained within client’s contract. We will hold client to the intact contract on file and all charges rightfully owed according to the terms and conditions thereof. In lieu of equipment charge inquiry, we have a credit card authorization on file and acknowledge the charges as being due to the contacts being upgraded to shocks (per client’s request), in which she was given a 50% discount by the sales tech (amount charged $49 instead of $99). We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here...

February 24, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint # [redacted] Account # [redacted]   Dear [redacted]...

[redacted],   This letter is in response to the Complaint #[redacted]. 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   Summation of Complaint: Owner of complaint states system issues and manner in which complaint has been handled. Acknowledgement of Resolution: Offer Pending-In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our records indicate that Escalations Rep, Chase, has made several attempts to contact you. Please return his call at your earliest convenience in order to reach a resolve. Chase states that he is willing to offer a $100 Visa Gift card, schedule a prompt service appointment and discuss matters of cancellation (in which you will be held to the 75%BOC). Chase looks forward to assisting in a feasible resolve. We apologize for any inconvenience this matter has caused.   Regards, Chase [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider