DEFENDERS d/b/a Protect Your Home

After review of the rebuttal I do show Mr. [redacted] refund for the equipment was paid out on 8/28/2015 back to the credit card on file. In regards to Mr. [redacted] refund for the monthly monitoring rate he would need to speak to ADT Corp since they have handled his billing. Again, we apolize for any inconvenience our company has caused. Ana [redacted]Customer LoyaltyRepresentative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized PremierProvider

November 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 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] states the he was misinformed during the sales call, overcharged, and his credit was ran without his permission. He would like his equipment removal expedited and the credit inquiry corrected.   Mr. [redacted] contacted Protect Your Home on October 25, 2016 in regards to an ADT monitored alarm system. During this call, the sales agents provided Mr. [redacted] with a free basic package. The agent did ask permission to run his credit and it was authorized by Mr. [redacted]. An installation fee of $105.93 was collected to reserve the installation for November 12, 2016.   $299 is the price for the camera activation like stated by Mr. [redacted]. If Mr. [redacted] was quoted $77 in addition, the price of $395 sounds about accurate if you include the sales tax. Mr. [redacted] did cancel his contract, so he will receive a full refund upon the return of his equipment.   I spoke to Mr. [redacted] and advised that I would go ahead and process the refund for the installation fee. As far as the equipment, that refund will not be requested until after the equipment is returned. I provided him my contact information to call me when the system removal has been completed. I advised I would place an expedite request for his refund. I also advised Mr. [redacted] that the credit inquiry will remain since it was authorized. He understood. I apologize if Mr. [redacted] was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 11, 2016Revdex.com of Central Indiana151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your HomeDBA Protect Your Home3750 Priority Way South DriveIndianapolis, IN 46240 Re: [redacted]Complaint # [redacted]Account # [redacted] Dear Ms. Richardson, This letter...

is in response to the Complaint #4596545. 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 return of old system.Acknowledgement of Resolution:In regards to Complaint #4596545, we have carefully reviewed the matter and bring forth the following recommendations. Client has been informed on numerous occasions that we have contacted the SM, who has researched the matter and find that the system was not removed from the home. As previously communicated to the client, SM states that the old system was left on the “kitchen counter.” We will offer no further resolve in the matter.We apologize for any inconvenience this matter has caused. Regards,Customer Loyalty RepresentativeProtect Your HomeADT Authorized Premier Provider

June 18, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 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, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systems. We have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systems. Once the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT.  After reviewing the call on the account our records showMr. [redacted] contacted our sales department on May 5 from flyer he received. Theoffer he called in on was for 15 hardwired sensors or 7 wireless sensors in thebase package and a $100 visa for signing up with Protect Your Home.  After speaking to our representative, Mr.Cash was able to customize the package sales offered him and received anadditional $378.00 equipment credit that he could use for additionalprotection.   I show that Mr. [redacted] was installed on May 18, 2015; theregular sensors offered in the promotion were upgraded. The upgrades used upthe additional equipment credit that was applied on the account to offset thecharges of the upgrades to the sensors as well an exterior siren. Mr. [redacted]upgraded all but two sensors and did in fact pay $42.09. I have attached theequipment installed for your records.  Mr. [redacted] called back the day afterinstallation in regards the additional charges he had to pay. Mr. [redacted]requested we downgrade the equipment so he would receive a refund and a serviceappointment was scheduled for May 20. On the day of service Mr. [redacted] did nothave the upgraded sensors downgraded and instead he had an additional motiondetector installed at no charge to him valued at $229.  Mr. [redacted] contacted our customer service department on May21 stating that he did not receive the interior siren that he was told he wouldreceive.  Our customer service agent informedMr. [redacted] that an exterior siren was installed rather than the interior siren.Also all of our Impassa Keypads have an interior siren built into the mainpanel.  Mr. [redacted] called back on May 26,2015 in regards to having to pay $40.00 out of pocket and he felt that weshould honor a discount ADT Corporate would offer. The agent explained to Mr. [redacted]that she would forward his concerns to our escalations department for furtherreview.  Our escalation representative followed up with Mr. [redacted] onMay 28 and she informed him that he already received $1432.00 of free equipmentand this is a significant amount of free equipment package. His expressed hismain concern was he did not receive the interior siren even though he exchangedit for the exterior siren free of cost. Our escalations representative scheduleda service appointment for Mr. [redacted] on June 2nd to have the indoorsiren installed at no charge. The escalations agent also explained to Mr. [redacted]that he would be responsible for any additional charges from now on. I have provided the receipt showing Mr. [redacted] acknowledged theindoor siren was installed for your records as well.   In effort to resolve the complaint I haveadded a $50.00 VISA for the inconvenience and he would receive that within10/14 business days. Also we would not be able to provide him additionalequipment outside what was already offered. Mr. [redacted] had an interior siren andexterior siren installed at no cost to him already as well as the main panel whichhas a siren built in. We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns.Sincerely,  Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com     Tell us why here...

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.I am glad I filed complaint with Revdex.com because I do not think ADT Defenders would have resolved the issue in a timely manner. I sent all the documents certified mail and the company said they did not receive. I made several phonecalls to close account and made no headway. I was not given an email address to resend documents until the Revdex.com complaint. I do not feel Defenders was in anyway helpful until the Revdex.com complaint. I would never buy a security system from ADT Defenders.
[redacted]

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]

April 19, 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 account be cancelled or honor “outside” party’s ad/outdoor cameras. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our office has already communicated to the client that we will not honor an “outside” party’s advertisement/promo. This decision will stand. We have included a copy of a valid contract along with this response. As previously communicated by our 4 –Day Representative, we will not release the client from contract without collecting all Balance of Cancellation charges. We have communicated to the client for the last few months that outdoor cameras is not a viable option. Our Service Manager has also spoken with the client in great length in regards to her request of outdoor cameras. Not being able to provide the client with outdoor cameras is not a breach of contract and client will remain bound to the terms and agreement as defined in her contract. We have made an attempt to contact the client and inform her of our decision, unfortunately client was not available and a voicemail was left. We apologize for any inconvenience this matter has caused.   Regards, 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 contract terminated without any charge.   I reviewed the sales call and the Defenders agent told the customer if he canceled the services because he didn’t want them at any time after the 3 day right of rescission period, 75% of the remaining balance would be owed.   At this time, if the consumer would like to terminate the services, the 75% of the remaining balance on the contract will be owed.   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]

January 12, 2018 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 his existing system repaired.   My records indicate both an email and a letter have been sent to the customer requesting an invoice or estimate for the cost of the repairs. Once we receive that documentation, we can move forward with assisting with the cost of the repairs.   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 find that this response/resolution is satisfactory to me. I have discussed the issue with the company and they have agreed to process a claim for the repair of the system.  I have the repair scheduled for 23 January and will forward the invoice at that time.  
Regards,
[redacted]

November 9, 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 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] states that he had to pay extra in order to receive the services he expected. He would like to have the money refunded that he paid in addition for his alarm services.   I contacted Mr. [redacted] in regards to his concerns listed in his complaint. To resolve his complaint, I have submitted a refund request for $298.53. I advised Mr. [redacted] that his refund can take up to 30 days to receive.   To make sure the sales agent was on process, I have requested that the phone call be reviewed and coaching submitted if deemed necessary. I apologize if Mr. [redacted] was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution.     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 resolution would be satisfactory to me. 
Regards,
[redacted]

November 6, 2014
 
Revdex.com of Central Indiana
151 N. Delaware St. #2020
Indianapolis, IN 46204-2599
 
Defender Security Company
DBA Protect Your Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240...


 
Re:                  [redacted]
Complaint No. [redacted]
Acct. No.         [redacted]
 
Dear Ms. [redacted]
 
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company 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.
 
We have researched into Mr. [redacted]s complaint and located his account.  Our records show we installed the system on October 6, 2014.  We do completing a service appointment on October 22, 2014 to address tamper issues.  
 
I did call and speak with Mr. [redacted] today.  He explained the system issues he experienced shortly after install. He stated he called for service and was told it would over a week before he could be serviced.  I apologized for the troubles, and explained we normally have service openings within 24 hours.  Mr. [redacted] did confirm that all issues were resolved during the October 22, 2014 visit. 
 
I did offer to provide a refund for one month’s monitoring charges due to his system issues.  I am also having his $100 visa gift card expedited to him.  It may take up to 10 business days for the Visa to be received. 
 
We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address his concerns.
 
Sincerely,
 
 
[redacted]
Customer Advocate
[redacted]@protectyourhome.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action 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]

January 12, 2018 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 all money she paid to be refunded back to her.   I spoke with the consumer and advised all refunds are pending and should pay out within the next week. I have advised her to call me if for some reason she doesn’t receive them.   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]

September 16, 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 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] would like to have the equipment removed and refunded after being charged more than what was originally quoted.   Ms. [redacted] contacted Protect Your Home on September 3, 2016 to inquire about an ADT monitored alarm system. She secured the installation by paying a $104.94 installation fee. She scheduled her installation on September 6, 2016. MS. [redacted] agreed to pay four payments of $304.75 for additional equipment. The first payment of $304.75 was taken on September 6, 2016. She was at no obligation to do this. Once the installation is completed, the customer has three business days to cancel or 30 days to return equipment for a refund. A Notice of Cancellation form will need to be signed, dated, and time stamped before the end of the allotted cancellation time window for it to be accepted. Protect Your Home did receive her notice of cancellation form on September 9, 2016. The technician had already removed the equipment on September 8, 2016. Refunds can take 7-30 days from the date of submission. There is currently a refund of $104.94 and of $304.75 pending to be paid back to Ms. [redacted] to the method of payment she used. I appreciate the opportunity to address her concerns and come to a resolution.       Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

From: Customer Relations [mailto:[email protected]] Sent: Wednesday, June 14, 2017 11:12 AM To: [redacted] Subject: Re: you wasted customer time . case # [redacted] [redacted] . ID #[redacted] .   Hello,   Thank you for your inquiry with Protect Your Home,...

your ADT Authorized Premier Provider.   In regards to your email I have reviewed your account and your refund was $600.09 because the technician gave you a discount when he installed your system.   We refunded you $277.65 on April 14, 2017 and canceled your 2nd flex payment.   You may reach our Customer Care team to promptly handle your inquiry/further inquiries by calling Protect Your Home’s Customer Care line at 800-689-9554. The standard hours of operation are from 8 a.m. to 12 a.m. EST Monday through Friday, 8 a.m. to 8 p.m. EST Saturday, or 11 a.m. to 7 p.m. EST Sunday.    We are delighted to provide you with the peace of mind that comes from knowing that ADT, America’s #1 security company, is helping to protect your home and family.   Thank you for contacting us, and have a great day!   Sincerely,     CustomerRelations

March 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] Account No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint no. [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] states that she initially called Protect Your Home to be placed on the do not mail list but instead was charged for an installation fee and her credit was ran without her authorization. She states that she requested the credit removal already, but never heard back from the Loyalty Team.   Ms. [redacted] contacted Protect Your Home on January 19, 2017 in regards to an advertisement she received in the mail. She stated she did not want to receive the mailer ads because she did not have internet in her home. The sales agent advised that she did not need internet in order to have the alarm system. Ms. [redacted] became interested in getting an alarm system because her parents have and alarm system and live down the street. The sales agent went over the promotion with her and got to the point where we needed to qualify her for the monthly monitoring rate. She was advised that in order to qualify her, we would need her social security number in order to run a credit a check. Ms. [redacted] asked if we needed to run her credit, and the sales agent confirmed by stating we qualify her through Equifax. Ms. [redacted] approved to continue with the qualification process. Since this credit check was approved, we will not be requesting the credit removal. Her request has been denied.   I contacted Ms. [redacted] about the denial and she was not satisfied. Unfortunately, although she is not satisfied, we will not be reversing the credit removal. Any further attempt to have the credit inquiry removed will result in denial. Ms. [redacted] tried to argue that she only went along with the call because she felt as if the sales agent was elderly and did not want to offend her, but that reason is also not acceptable. The credit check was authorized. I apologize if she was inconvenienced during this process, but I appreciate the opportunity to address her concerns. I have placed her on the do not mail list and attached the denial letter for your 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 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]
 To Whom it May Concern:I have received their response, however there is no resolution that was offered in their response.  This is proof of the miscommunication that is happening on this account.  Their collection department calls daily and threatens us with collections.  There is a reason why we have not yet paid on this account and that's because we were not provided what we were sold.  As a matter of fact, the equipment is not the same as in the picture, the features we were sold and confirmed on the phone are not present.  We will gladly pay if they send someone out to replace the equipment with the correct one and with the options we had purchased.  A contract is performance for both parties not just one.  It is not fair that I have to satisfy a contract when the vendor has not yet satisfied it by not giving us the correct product, features and service that we agreed to. I have called the manager and attempted to resolve it.  I requested that she listens to the calls to verify that what I am saying it's true.  She called me back the next day trying to justify what the salesperson over the phone meant to say not what she said. She did not yet provide a copy of the registered calls and refused to help me over the phone.  As a matter of fact, she refused to work with me and it resulted in her hanging up on me because she was upset.  I was calm, collected and I wanted a solution in the end so we can move on.  She refused to do that and hung up after being very rude on the phone.  She is supposed to work with clients and retain them.  She was not able to offer any solutions.  As a matter of fact, I would like to request that they provide me with all the recorded calls.   Including the one where the manager hung up on me and was being very unprofessional and rude. I am confident that once the court hear the recorded calls, the verdict will be in my favor. Right now here are the 2 options they have: 1.  Cancel the agreement and remove all fees because you did not provide the correct product and service.  or 2. Provide the correct system and features that we purchased for the month to month contract and we will gladly pay it.  As a matter of fact, you have a 6 month money back guarantee that is on your website and it states that you'll cancel a contract within 6 months if a customer is not satisfied so let's honor what you proudly advertise!.  You refused to cancel in December when it was originally purchased and now we are here because of you, because you refused to deal with the facts. Accept responsibility and for once, please take care of your customer so they don't go to a competitor!!

July 28, 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 No. [redacted] Acct. No. [redacted]
*...

 Dear [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.   After review of the account we reflect [redacted] contacted us to get service due to recent ad she received since she was attempting to be proactive. The promotion she received advertises 15 hardwired sensors or 7 wireless sensors in the base package. AND a $50 Wal-Mart gift card for signing up with Protect Your Home.  Our records show she did have representative at her home on June 20, 2016 to discuss the products we offer. During the time of consultation the consumer have the opportunity to opt out of product or opt to have the installation the same day. Our security advisor come prepared for installation should a consumer want to be protected that today.   We do reflect [redacted] did sign a 36 month agreement which I have attached for your records. We also reflect [redacted] did agree to purchase additional equipment outside of the basic package she did call in on. We also reflect that she signed a credit card authorization acknowledging the charges outlined in the contract.  We do reflect [redacted] did call to request to cancel the account.  Our escalation representative did advised her that she had 3 days rights of rescission to cancel her account which is outlined in the contract she signed and was emailed to her.   We do reflect she did speak to an escalation representative in regards to the complaint and our representative advised she did have 3 days to cancel which is outlined. Our representative did advise unfortunately we are unable to honor her request to cancel and she still request to cancel she would be responsible for 75% termination cost. Our records also reflect [redacted] did disconnect the call. We apologize for any inconvenience or frustration [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution.   Sincerely,   Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]