DEFENDERS d/b/a Protect Your Home

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that they did not include the entire truth here. Yes I did go with the cell monitoring system as the installer was at my house and told me he was NOT a telephone guy and he did not pull the needed phone wire to monitor the system, as the sales representative said.  Originally I showed him where AT&T has my U-verse system and he chose a different location to install their panel.  Due to this, I had no other option than to go with either the cell monitoring for an $12 per month or a pulse monitoring for and additional $16.00 per month. This was not told to me when the sales representative over the phone made my quote, so this was the major issue to me and due to this, the final resolution we agreed upon was for ADT to come remove their system, which they have done. If you do the math, $12 per month for 3 years ( 36 months) is $432.00 and the $200.00 or even their last offer of a $300.00 visa card they offered does not cover the added expense, just as I told Virginia, their cancellation representative.  All I wanted was the agreement made between their sales representative and myself.
Regards,
[redacted]

February 10, 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],  Thisletter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystems. We have been an ADT authorized dealer since 1998 that sells andinstalls ADT monitored security systems. Once the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT.  We have researched this accountand found that the customer did cancel their service due to the system notworking on 2/3/2015.  The customer hassince spoken to an agent in our Loyalty Department and agreed to keep the equipmentand dispose of it as she sees fit due to her owning the equipment at thistime.   We apologize for anyinconvenience she has experienced. Please let us know if you have anyadditional questions or concerns. Sincerely,  Mandy H[redacted]Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833 Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [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]

March 24, 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 released from the contract without penalty if his system is not functional after a service appointment scheduled March 20, 2017. He paid out of pocket for extra equipment and would like that refunded.   Mr. [redacted] had a scheduled service appointment for March 20, 2017. The technician was to repair a communication error. The technician advised our team that an antenna would resolve the issue but we would need to schedule another appointment so he could bring one out. Protect Your Home requires three service calls to attempt resolution before a release from contract is honored. Instead of requesting three service calls, we only requested two in order for him to qualify for a release from contract. We schedule a second service for March 23rd, but the technician missed the service window. Since that was at no fault to Mr. [redacted], we agreed to release him from the contract and scheduled a system removal for March 27, 2017. He will be refunded for the equipment after the equipment has been removed. I apologize if he 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 have determined that their response would NOT resolve my complaint. 
When I spoke to the collections department on 3-14-16, they told me that my account was going to handed over to a third party collections agency on April 1st, and that it would then be reported to the credit bureaus.   I have worked all my life to keep my credit good. I did NOT want my credit ruined by Protect Your Home sendiong this to a third party collections agency and then have it reported to the credit bureaus.  This would ruin my credit for years to come! The collection department representative told me that "for today only" I could pay $626.13 to pay my account in full.  He said that the offer would not be available the next day if I refused the offer.  I felt pressured to pay something that I feel is NOT in the contract, and is NOT my responsibility!  Nowhere in the contract does it state that they can re-instate my previous VOID contract.  If it is not in the contract, it is NOT legal!With the threat of my account being sent to the collections agency and the risk of this being reported to the credit bureaus, and the threat that "today only" could I pay $626.13... I felt forced to pay the fee, even though I am NOT responsible for the fee!  Two different ADT representatives said, "the first contract becomes VOID when a customer moves and signs a new contract, the new contract becomes the valid contract, and the old contract becomes VOID".  Therefore, Protect Your Home has NO right to re-instate a previous void contract!  The new contract was the only valid contract, and I cancelled that contract within 3 business days as my contract stated I could do "without penalty or obligation".  The contract does NOT state in it ANYWHERE that they can re-instate my old VOID contract.  If it is not in the contract, they have NO legal right to do that.Therefore, I want a full refund for the amount I was forced to pay, $626.13.  I ONLY paid this amount to avoid ruining my credit, and I have every intention to keep fighting this to get a refund.  When I paid this amount, I knew it was not legal and NOT in the contract, and I knew I was NOT responsible to pay this, but Protect Your Home gave me NO choice but to pay the fee... or else it would ruin my credit.  That is totally unfair treatment of their customer!  It is pitiful!I feel Protect Your Home is taking advantage of their customers and charging outrageously high termination fees.  They are making their customers pay absurdly high fees.  However, in my case, I moved and had to sign a new contract... so the old contract becomes VOID!  That means only the new contract I signed after I moved was the ONLY valid ontract.  Protect Your Home can NOT re-instate an old VOD contract, esp[ecuially since it is NOT in the contract that they can do this. They have NO legal right to do so in my particular case!  I cancelled my valid active contract within 3 business days... there fore I am "free of obligation or penalty"!  Protect Your Home can NOT re-instate a previous VOID contract, especially if it is NOT in the contract that they can do so.  IF it were in the contract and I signed it, then yes, they could do so.  BUT it is NOT, again, NOT in the contract!  That means they can NOT take advantage of a customer by doing what ever they want, that is NOT in the contract.  This is illegal!  I completely understand if I just cancelled my one and only contract after the 3 business days, then it is very clear in the contract that I have to pay the early termination fee.  BUT, in my case, I moved, signed a NEW contract, the OLD contract then becomes VOID, and I must start all over with the NEW contract.  The NEW contract was the ONLY valid contract after I moved.  Protect Your Home can NOT re-instate the old VOID contract!  The contract does NOT say anywhere that they can do this!If Protect Your Home can send me anything in writing that clearly states what happens when a customer moves, including the right that they can re-instate a previous contract, I want to see that in writing!  I want Protect Your Home to show me WHERE in the contract that I signed, where does it state that they can re-instate an old VOID contract?  I want to see it in writing, in my signed contract!  If it is not in my signed contract... then it is illegal for them to act outside of the contract, and I want a FULL refund ASAP of the amount I was forced to pay, unrightly... $626.13.If they can not provide anything in writing that I signed and agreed to, specifically stating that they have the right to re-instate an old previous contract, then they have NO legal; right to charge me for an OLD VOID contract.  Contract law is simple... if it is not in the contract, it is not legally enforceable!  The contract I signed does not say anywhere that Protect Your Home has the right to re-instate my old previous VOID contract, therefore legally they have NO right to do so!  I am legally entitled to a FULL refund.  I want my refund ASAP.I want a full refund of the amount I was forced to pay and is incorrect to charge me, I want a full refund of the $626.13 ASAP.
Regards,
[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 appeari would like the name and times of call. I have spoken to Shanika who originally was helpful but has not answered any of my calls. I had spoken to someone who was supposed to have a tech call me on 3/3to possibly come by and they called at 4:30 and said they were on their way, I was still at work because they did not call to tell me they could make it that day. And on 3/10 I spoke with billing and said I'm not paying anything until this is resolved as I don't even know if it's working and they said a supervisor from the executive office would call me and I have still heard nothing. If this is not resolved I want the system removed, any holes in my walls fixed, a complete credit and if my house gets to befor someone hurt put this on record for a lawsuit. 
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 Ms. [redacted]’s complaint and located her account.  Our records show we installed her system back on February 18, 2014.  At that time, a 3 year contract was signed.  On October 27, 2014 Ms. [redacted] called in to say she was moving, and going to rent out her home.  We explained she did sign a 3 year contract, and to avoid early termination fees, she would need to relocate the service with her.  She declined and said she wanted to transfer contract to new owners.  We explained we do not transfer contracts and if she cancelled her account, she would be charged early termination fees.  The customer continued to call in and make threats and accusations that we were running a scam.
 
On November 3, 2014 a member of our team reached out to Ms. [redacted].  She agreed to release the account and waive the early termination fees to resolve the complaint.  We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address her concerns.
 
Sincerely,
 
 
[redacted]
Customer Advocate
[redacted]@protectyourhome.com

July 22, 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 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 reviewing the account our office shows [redacted] called in inquire on security due to recently moving to the area on June 28, 2016. During the call it was disclosed she is in 36 month agreement, prorated amount being deducted within 72 hours of installation. The sales call also did disclose $99.00 would be deducted the same day. We do show the system was installed on July 8, 2016 at the address [redacted] We reflect [redacted] did sign a contractual agreement and after it was signed it was emailed to [redacted] did call in to cancel on July 12 due to some billing questions and requested to cancel. Our customer care agent did advise she would need submit her Notice of cancelation within her 3 rights of rescission. Our representative did email to her again to [redacted].  Our cancelation did email her notice of cancelation again on July 13, 2016 and up to this point office has not received the cancelation document. Unfortunately at this time we are unable to honor her request to cancel her account and she would be responsible for the termination cost of the contract. The only way we would honor her request to cancel is unless she submitted the cancelation within her 3 days and she would need to provide the confirmation reflecting ADT/ Defenders received by July 13, 2016. 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]

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]

July 12, 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] regarding [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] said she agreed to the $27.99 rate on the phone and did not know that the rate had increased during the installation. She said the technician only had one kind of panel, so she never assumed the rate increased. She admits to signing the contract but did not read it first.   Ms. [redacted] contacted Protect Your Home on April 28, 2017 in regards to an ADT monitored alarm system. The promoted rate is for $27.99, but there are other rate plans available. She was installed on April 28, 2017 and contracted services for 36 months at $52.99 a month. The panel itself is no different whether it is connected to a landline or through a cellular connection. The technician can program it either way. Her current monitoring rate is $52.99. This service has upgraded features that the $27.99 rate does not offer. This rate includes cellular uplink which allows a cellular connection to ADT via cell towers. It also includes Pulse Tier One which allows access to the alarm system though a smart phone, tablet, or computer. Lastly, it includes ADT’s limited extended warranty known as the quality service plan (QSP). The rate of $27.99 does not include any of these items and requires the alarm panel to be installed near the landline.   The technician would have gone over this option with her, so I find it odd that she was not made aware. I was hoping to talk to her about this, but have not yet made contact with her. At this time, we have a signed contract, so a release from contract is not warranted without penalty. I would like to speak to her in order to further investigate. If I find that a release is warranted, it will be honored.     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.
Regards,
[redacted]

December 2, 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 canceled and a full refund.   I just spoke with the consumer and I offered to cover the difference between the lower landline rate and the current rate. $400 in Visa gift card was already sent to her and she agree to the addition $150 I offered. The consumer will receive the Visa in 17-21 days.   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]

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.
I have researched this account and found that the customer has been refunded a total of $325.00. There were 2 $100 visa cards sent to the customer on 10/24/14 and a paper check was mailed to her on 12/31/14. This should satisfy the inquries for the damage due to a failed system install.
We apologize for any inconvenience he has experienced. Please let us know if you have any additional questions or concerns.
Sincerely,
Mandy H[redacted]
Customer Loyalty Representative<

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.FYI, we have not YET recd our refund; we HAVE recd. an invoice for $49.67 for security services for March, 2015.  What is goin on???Regards,[redacted]

September 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 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] has had a couple ADT corporate technicians recently come out to her home advising that the original equipment in her home could have been used for monitoring versus having a new system installed. She claims that she has been in contact with Protect Your Home about misrepresentation but has not had any resolution since January. Ms. [redacted] contacted Protect Your Home on January 5, 2016 based on a promotion she received in the mail from ADT Authorized Premier Provider Protect Your Home. She secured her installation by paying a $105.93 installation fee and scheduled it for April 20, 2016. At the installation, she agreed to upgrade her services and agreed to pay $1417.76 over four Flex Payments. Protect Your Home uses a manufacturer known as DSC. It is not compatible with all alarm systems. The technician found that her system was not compatible and therefore offered to upgrade her system. Ms. [redacted] agreed to this. ADT uses a different manufacturer than Protect Your Home, so it is possible ADT is stating these things because they are now servicing her alarm. Ms. [redacted] did not bring up the issue of misrepresentation until here recently. The main concerns she had brought to my attention in on April 6, 2016 was that she wanted to remove the Pulse Tier 1 from her alarm system. She was technically outside the 30 day downgrade window, but I approved it and scheduled her for April 20, 2016. She contacted me again on April 13, 2016 about a permit fee. As a courtesy, I added $150 in Visa gift cards to cover the cost. She contacted me then again on April 15, 2016 wanting to cancel and have the balance of contract invoice mailed to her. She claimed that our collections team threatened her. There was no threat, they were simply trying to collect on a past due balance. I mailed her the invoice of what she would owe and how to cancel the account. She called me back on April 28, 2016 to pay the balance to cancel. While I was attempting to transfer her, she disconnected. That was the last we had heard from her until September 26, 2016 when she discovered ADT could have taken over her system although Protect Your Home could not. She was requesting to cancel and go with ADT. Due to the contract she signed with Protect Your Home, this was denied. She was contacted on September 28, 2016 in regards to these concerns advising that this does not qualify her to be released without penalty. She was advised that she would be responsible for the termination charges on her contract. As a courtesy, she was offered a lower cancellation charge of 50% versus 75% of her contract balance. She did not accept this offer, but it is the only one Protect You Home will offer her. I apologize if this has inconvenienced her throughout this process, but I appreciate the 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]

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.  I called Ms. H[redacted] on Friday August 7, 2015, Today August 13, 2015 receive a called from her team member to solved this issue according belowCall ADT and cancel the service with full refund of $64.65.And full refund of the installation fee of $105.93 from defender direct (Protect your home) due to the technician never installed any new equipment.Penalty of termination fee will be waived.Waiting for the email confirmation from both ADT and defender direct (Protect your home).Best regards,[redacted]

February 5, 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],   Thisletter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystems. We have been an ADT authorized dealer since 1998 that sells andinstalls ADT monitored security systems. Once 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 was charged $ 1588.85 at the time of installationfor additional equipment that was purchased for his home.  On May 21, 2013 Protect Your Home wasnotified by ADT Corp. that Mr. [redacted] had filed a complaint with them about hisinstallation.  We responded that thecustomer would be entitled to 7 sensors free (wireless system installed) and weattempted to reach out to Mr. [redacted] at that time.  A message was left for Mr. [redacted] with hiswife who said he would be back in a couple of weeks, Protect Your Home neverreceived a follow up call about this issue so it was considered closed.  As far as the complaint about the rate notbeing raised, Mr. [redacted] has contacted ADT Corp. (they are responsible for doinghis billing) and they have agreed on January 29, 2015 to keep his rate at$47.99. According to the contract, if the customer objects to the priceincrease within thirty (30) days in writing then the increase will not takeplace.    I would still like to extend toMr. [redacted] the refund for the remainder of the cost of the 7 sensors, thebreakdown would be as follows: $972.53 – 529.61 = 442.91 refund.  If Mr. [redacted] would like to take advantage ofthis refund then he can contact me at the information listed below.    As for his other request to bereleased from the remainder of his contract, his contract is now owned by ADTCorp. and any request for early termination would have to be addressed throughthem.  I apologize that I cannot be ofany further assistance with that part of this matter.  We apologize for anyinconvenience he has experienced. Please let us know if you have any additionalquestions or concerns. Sincerely,  [redacted]Customer Loyalty RepresentativeCustomer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833

May 15, 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 DBA Protect Your Home is an Indiana Corporation. Wehave been an ADT authorized dealer since 1998 that sells and installs ADTmonitored security systems. Once the security system is installed, the contractis then purchased, billed, serviced and maintained by ADT. After reviewing the account I show the customer did have thesecurity system installed on October 17, 2014. During installation Mr. [redacted]authorized additional equipment to be installed in the amount of $2947.36. Mr.[redacted] has opted to have the additional equipment purchase split into fourpayments each in the amount of $736.84. The initial payment was made on October18, 2014, the remaining payments were scheduled to be deducted once a month,last payment scheduled for January 18th. The final equipment paymentscheduled for January, 18 2015 declined. I have attached the credit cardauthorization form for your records as well as the equipment that wasinstalled.Mr. [redacted] has had 2 service calls; the first service appointmentwas on January 27, 2015 to address the pulse system going offline and the issuewas resolved. ADT ran a second service appointment on April 1, 2015 to replacethe customer network connector and check the pulse system. ADT monitoringcenter states Mr. [redacted] contacted them in early April 2015 to request thecameras be removed because Mr. [redacted] was not using them.  Mr. [redacted] also had an ADT technician out athis residence on May 1, 2015 due to the door locks unlocking themselves and itwas determined the batteries needed to be replaced.  The security technician educated the customeron how to change the batteries in the system. Additionally we have a service appointment with a lead technicianscheduled for May, 19 2015 to go out to Mr. [redacted]s home to assess the doorlocks. In effort to resolvethe complaint the final equipment payment of $736.84 will be waived. Weapologize for any inconvenience or frustration that the customer may haveexperienced and we appreciate the opportunity to address his concerns. Sincerely,Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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.
I have researched this account and found that Mr. [redacted] has had the following contact with Protect Your Home about this incident. On April 17, 2014 Mr. [redacted] called in and stated that he was selling his business and wanted to update the account to the new owner's information. The Protect Your Home agent advised that ADT Corp. would have to complete that update and proceeded to transfer Mr. [redacted] to ADT Billing Dept.
Mr. [redacted] then spoke to Robert in ADT's Account Services department and stated that the billing address would not change. Mr. [redacted] asked about changing the password and additional information to the account, and placed the new owner on the phone. The new owner stated that he wanted to change the name of the business and Robert explained to him that in order to do so they would have to start a new contract. The contact list was updated to reflect the new owner and his manager, the new owner provided a new password to Robert as well. The account was then set up for invoicing.
Mr. [redacted] provide Protect Your Home with any new billing/mailing address. Any correspondence we sent would go to the billing address on file which the new owner's would have intercepted. Unfortunately, at this time due to the above factors Protect Your Home will not be issuing a refund for any monies paid to Hillcrest & Davidson.
We apologize for any inconvenience he has experienced. Please let us know if you have any additional questions or concerns.
Sincerely,
Mandy H[redacted]