DEFENDERS d/b/a Protect Your Home

November
16, 2015Defenders
INC. DBA Protect Your HomeDBA
Protect Your Home3750
Priority Way South DriveIndianapolis,
IN 46240Re: [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 alleges “deceptive” sales technique as a means to secure new
business.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations.
Our records indicate that the client was provided $1,261.00 in equipment
credit. Per the previously installed equipment, he has exhausted all credit
incentive. To retain his business, he was also provided on 10/5, an additional
$100 credit. Client states that the manner in which he was offered $100 Visa
gift card was deceptive, and under false solicitation. However, a $100 Visa
gift card is an incentive via promotional advertisement, and in no way should
be falsely perceived as given due to client having undergone a home invasion. Via
voice confirmation, we have reviewed the call in which both the sales rep and
sales manager reference the $100 Visa as part of a promo, and can be considered
reimbursement for the cost of installation. The gift card was processed on
11/4, and client should allow 14 business days for receipt. Unfortunately, our
office is in no position to confirm or negate any private conversation between
client and service technician. Therefore, the issue of camera compatibility
cannot be addressed here. We will provide a small incentive to offset any costs
the client may incur if they decide to upgrade system or install additional
equipment. The additional incentive included ($100 Cash Back Credit) may take
up to 14 business days to fully process. Concern in regards to additional
equipment installed and/or clarity regarding current equipment, we ask that
client immediately contact our Customer Care Department ([redacted]). We
would like the opportunity to promptly address this matter and provide feasible
resolute.  We extend an apology in advance for the
inconvenience this matter has caused. Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

January 21, 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] 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 account and found that the customer is indeed due a refund for equipment that wasreturned on December 12, 2014.  This refund amount should be for a total of $324.09. This figure was reached by calculating the returned equipment less anytrade-ins done at time of installation. The refund is not actually issued to the customer, since there was stilloutstanding due on the equipment it was deducted from the last payment amountand would have brought that payment down to $504.80. Due to the ongoing issues Mrs. [redacted] has had with Protect Your Home and getting clarification on this issue Iam willing to offer not only the cancellation of the final payment but alsoremoval of one of the payments that have so far been disputed with the creditcard company.  This would total a deduction of 50% in her equipment cost.   I would like to sincerely apologize that the [redacted]’s have had these ongoing issues and offer my servicesdirectly to them, if there are any questions or concerns about the accountplease don’t hesitate to reach out to me directly. Sincerely,  [redacted]Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833

July 9, 2015Revdex.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 SecurityCompany DBA Protect Your Home is an Indiana corporation that specializes inselling residential alarm systems. We have been an ADT authorized dealer since1998 that 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 account I do show that Ms. [redacted] contactedus on June 24, 2015 after receiving a promotional flyer. The promotion included15 hardwired sensors or 7 wireless sensors in the base package and a $100 visafor signing up with Protect Your Home. Our sales agent explained to Ms. [redacted] that our security advisor does awalk through the residence to discuss options with her. I do show there wasinstallation done on June 25, 2015.  Ms. [redacted] sent in her notice of cancelation and we receivedit on June 26, 2015 and account services department scheduled an appointment tohave the system removed on July 2, 2015. The refund for the initial $99.00payment was refunded on July 6, 2015. We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address his concerns.Sincerely, Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.da[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 resolution would be satisfactory to me. 
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 appear below.
Regards,
[redacted] At this time due to the trouble with the system and damage the offer could be better than the remainder of 937.04 it is a total hardship at this time as I am the only one with income because my wife has had a stage 4a cancer diagnosis which prohibits her from working indefinitely. Could this issue be resolved in further not sending to collections of smaller payments over duration period.

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.
They continue to call me about this fee but I have yet to receive an invoice from them and I stated when I spoke to two different people that this was not explained to me at all. I understand that the first permit I paid for was not from them it was from my city but after that was paid is when I was contacted about a missing payment to them that I knew nothing of. This was not explained to me at all. 
Regards,
[redacted]

November
30, 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: [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 disgruntled with customer service.Acknowledgement of Resolution:In regards
to complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations. Client
alleges she did not receive $100 Visa gift card as part of promotional offer. Per
notes, client was sent a gift card on 11/25/15. Due to the inconvenience,
client is being sent another $100 Visa gift card. Client needs to patiently
allow 14 business days for receipt of both gift cards.We
apologize for any inconvenience this matter has caused. Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

May 23, 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] states that she has not yet received an invoice for the permit fee. She also states she was not aware what it was for prior to it being due.   As a courtesy, I have waived the cost of that permit fee. Please allow up to 48 hour for the account to be adjusted. I apologize for the inconvenience.   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]

That Is not what happen. I was put on the call to verify that the guy can come while I am home. When he came to my house I was too sick and he came into my bedroom to have me sign. I told him I could not read anything he said the signature is only to install. I was never given any paper work. We were told we had 8 days to cancel. We called with in those 8 days to cancel and they did not honor their contract. I never gave them any payment information any bank information I gave them no information on myself. Yet they still have this contract in my name. I never paid $1 to this company. You can not call hearse a person to sign when they are sick and can't even sit up. A representative should not have to come to my bed room while I am not fully dressed in sick to have me sign a document. These people don't even have my email adresse look at I never gave to them. I have no idea what the cost is what the equipment is what it does. There has been era messages and this machine since it's been at my house. This company traps people into contracts and does not give them the information need it. I will have to seek legal attention. I will not pay to get out of a contract that I did not sign. We have a right to cancel within 8 days and we deed. The machine is not what we want. We already had security system that was better you can view online you can view on your phone you can turn on and off from your phone. We cancel this contract because the fast advertisement that was given.  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 below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

February 14, 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] & [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 would like to proceed with terminating her contract and paying the termination charges although Protect Your Home has offered to service her alarm system. In order to cancel her service, Ms. [redacted] will need to contact our chargeback team at 1-800-381-1156. They will provide her with the balance of contract and assist with the cancellation of her alarm service contract. I did attempt to contact Ms. [redacted] but had to leave a voicemail. If she would like assistance during this process, she is welcome to contact me and I will make sure to get her to the right party. Sincerely,   Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 15, 2015 Revdex.com ofCentral Indiana 151 N.Delaware St. #2020Indianapolis,IN 46204-2599 DefenderSecurity Company DBA ProtectYour Home 3750Priority Way South Drive, Ste 200 Indianapolis,IN 46240  Re: [redacted]Complaint #[redacted]Account#[redacted]  Dear Ms. [redacted]: This letter is in response to the complaint #[redacted] filedby [redacted]. By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation. We have been an ADT authorizeddealer since 1998 that sells and installs ADT monitored security systems. Oncethe security system is installed, the contract is then purchased, billed,serviced and maintained by ADT.  The account holder has emailed meregarding the first response we gave her regarding her account on March 31,2014. The account holder requested that we provide her written documents tosupport her account being removed from the 3rd party collectionagency. Ms. [redacted] was advised that we requested her account be removed from UnitedDebt Holding on March 27, 2015. Unfortunately, we cannot issue a letter onbehalf of the collection agency due to the debt was purchased from our company.She was advised she can personally contract them to obtain a statement. Again, weapologize for the inconvenience our company has caused her.     Sincerely,  Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderP:317 713-8070 l  F: 317-564-2552E: 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 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.]
If they will not release me from my contract, then I will expect them to move my service from our old office to our new one without requiring me to sign a new 3 year contract. If this cannot be done, they will have to honor my request to get out of the contract. At this point they are failing to hold up to their end of the contract. They are refusing to move my service without requiring a new 3 year contract. I absolutely did not sign anything stating that was ok. I was told they would move with us wherever we needed and nothing was ever said or signed that I would allow them to require I sign an additional 3 year contract if I moved. I would like someone to contact me in getting this issue resolved.
Regards,
[redacted]

March 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 # [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 fraud activity. Acknowledgement of Resolution: In regards to Complaint #[redacted] we have carefully reviewed the matter and bring forth the following recommendations. Our office notes reflects that a fraud packet was sent out to client 3/11/16 by Chase. Client would need to comply with any/all steps required and explained by Chase. Once completed, client would need to return the documents to our office and allow up to 45 business days to review. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

May 19, 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 # [redacted]Account # [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 Homeis an Indiana corporation. We have been an ADT authorized dealer since 1998 thatsells and installs ADT monitored security systems. Once the security system isinstalled, the contract is then purchased, billed, serviced and maintained byADT.  After reviewing the rebuttal, the account holderoriginally agreed keep the system with a discount that was offered by ouraccount service department on June 17, 2014.  Mrs. [redacted] informed the account servicesrepresentative that she would needed to speak to her spouse before shecancelled out completely.   The account was canceled on July 16, 2014 and the firstcredit card dispute hit around the same time as the cancelation date. Mrs. [redacted] did not allow Protect Your Home thetime to process her refund accordingly before disputing the payments with thefinancial institution.  In effort toresolve the complaint, we will waive the outstanding balance that would havebeen due. We apologize for any inconvenience or frustration that the customermay have experienced and we appreciate the opportunity to address her concerns. Sincerely, Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.[redacted]@protectyourhome.com

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 explained that the 3 day right of rescission cannot be changed for any reason. The consumer stated to me that she received her paperwork the day of the installation after it was completed. Unfortunately, we cannot extend the cancelation period because of her vacation.   The consumer’s reasoning for cancelation is because she cannot get the $27.99 promotional rate. I offered the consumer a downgrade to the landline but she declined due to concerns of the landline being tampered with. The consumer has been compensated with $650 worth of visa cards for the difference between the two rates ($612). At this time if the consumer would like to cancel she may pay 75% of the remaining balance on the contract.   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.
I have not failed to schedule an appointment because, as previously stated, I called to do just that however, the representative told me someone would contact me within 24 hours with a date and time of service, which never happened. I have since then called multiple times up until December of 2015. I believe it is fair to say it is excessive for a customer to call for 2 months without a call back and negligent on the company’s behalf. Not only have I waited for a call back for service, but it has also been 4 months since I have been waiting for the cancellation department to call me back. As for the ‘Mover’s clause’, when I first called ADT for the September installation, I was a first time buyer inquiring information, as the company advertises on television along with the company’s telephone number, and did not have any kind of contract in front of me. When the representative told me there was no charge for moving, I thought there was no use in waiting. A customer should be able to trust the word of a representative of a large company, especially those who advertise to call the company for information on services, and not provide false information to lure a customer. Once again, had I not been given false information, I would have never purchased services until I moved into my new home. Along with the ‘Mover’s clause’, the contract also states I would receive 24/7 monitoring, which I did not receive because of the inability to arm the system due to the faulty sensors and the company’s lack of customer service and call back to resolve the issue. As previously stated, I was promised (3) $100 visa gift cards 1. For the first installation that was done in September (which was promotional) 2. For the second installation (which was promotional) 3. For the inconvenience ADT has caused me throughout this ordeal. I have not received the visa gift card for the second installation as well as the compensation gift card promised due to issues that the company was aware of with their service. Even in the area of providing compensatory services, the company falls negligent and therefor, I do not trust in ADT’s ability or desire to resolve matters effectively and conscientiously. As previously stated, I respectfully request to cancel services and removal of security equipment from my home, as well as be clear of any debts due to the company for reasons mentioned.kyr
Regards,
[redacted]

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]

August 14, 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] 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] states that she was misinformed regarding the movers process. She states that she was told she could leave the equipment at her current residence and that she would be provided with new equipment when she moves. By the time she moved, she was sent a letter for a contract termination charge. She is also being told she could have taken the equipment with her.   When Ms. [redacted] called in regards to relocating her service, she spoke with ADT. ADT has different policies that what Protect Your Home has regarding relocation. ADT will not install the original equipment, but Protect Your Home will. She states that her paperwork told her to call ADT. ADT should have transferred her to Protect Your Home. ADT did not own her contract during the time of her inquiry. A cancellation request was placed on March 24, 2017. Once a cancellation request was made, she only had at most two months to relocate her services. It is unclear to me if she has yet relocated the services. If she has, I can attempt to pull the account back from the agency. I attempted to contact Ms. [redacted] and left her a voicemail. In the meantime, ADT is reviewing the phone calls to see if she was in fact misinformed regarding the equipment. When relocating with Protect Your Home, Ms. [redacted] will receive a new base package. 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]

August 15, 2016 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]
[redacted]
[redacted]   Dear [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. 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. Our records reflect Ms. [redacted] was installed on June 30, 2016 and signed an contract for $59.99. Ms. Rowan called in on July 4, 2016 advising our installer advised we would install Pulse Home Automation our customer care advised her we do not offer home automation.  Ms. [redacted] opted to cancel within her 3 rights of rescission and she spoke to our account services representative where her account was attempted to be saved. However, she opted to have the account cancelled. We did remove the equipment on July 23, 2016 from the account holder residence. Our records reflect the equipment was refunded on August 8, 2016 back to credit card we have on file as well as the $156.88 was refunded on the same day. We apologize for any inconvenience or frustration that Ms. [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]