DEFENDERS d/b/a Protect Your Home

December 3, 2014 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. Wehave received Mr. [redacted]’s concern regarding completing installation. Afterthis complaint was filed, we were able to complete the installation on November13, 2014.  We apologize for anyinconvenience he has experienced. Please let us know if you have any additionalquestions or concerns. Sincerely,   [redacted] Customer Advocate
[redacted]@protectyourhome.com

December 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, Ms. [redacted] states she was upgraded services at the installation without her authorization. She would like the services that were originally discussed of $36.99 and have her account credited for the months she was overcharged. She states that she has tried to do this, but has had no luck.   After researching Ms. [redacted]’s account, it appears that the concerns listed in this complaint have been addressed and resolved. Ms. [redacted]’s rate was adjusted on December 2, 2016 to $37.99 and a credit was placed on the account by ADT. She would need to contact ADT’s account serviced department with any questions about that credit. An attempt was made to reach Ms. [redacted], but there was not an opportunity to leave a voicemail.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 2, 2018 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]        To whom...

it may concern,   This letter is in response to complaint No. [redacted] filed 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 typically purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] is requesting to be released from the contract.   Ms. [redacted] initially contracted with Protect your Home on March 10, 2018 to install an ADT monitored security system. Included is a copy for your viewing.   On March 9, 2018 Mr. [redacted] called to set up security service. Because Mr. [redacted]’s employment requires him to travel, he was not available to be present for the installation. He requested the account be switched into his wife’s name, [redacted], as she would be present for the installation. Ms. [redacted] was conferenced into the phone conversation to give authorization for the account to be switched into her name. The appointment was then scheduled for March 10, 2018 for the installation.   The installer came to the home to install the security system on March 10, 2018 as requested. Ms. [redacted] was ill during the installation and spent the duration of the appointment in her room. The installer presented the contractual documents to her for her agreement and then proceeded with the installation. No concerns were raised with regard to the installation or service during the appointment.   On March 19, 2018, Mr. [redacted] called to request the service be cancelled. Protect Your Home allows three (3) business days to cancel the service for a full refund. After this timeframe, cancellations are subject to the balance of contract early termination charge. No cancellation request was received by Protect your Home within the three (3) day period.   I had the opportunity to speak with Ms. [redacted] today with regard to her concerns. She declined to discuss what prompted her to request cancellation initially. Protect Your Home is happy to assist with any system concerns that may have prompted the request for cancellation. Should Ms. [redacted] wish to pursue cancellation of the account, the balance of contract early termination charge will be due at the time of cancellation.   Should Ms. [redacted] have any further questions, I will be happy to help and can be reached via the telephone number or email address below.   Sincerely,   Anna A[redacted]   Customer Loyalty Specialist Protect Your Home ADT Authorized Premier Provider T: [redacted] E: [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 reviewed Mr. [redacted]'s complaint pertaining to the talking keypad and I will be reaching out to him in the next 24-48 hours to discuss his concerns and reach a resolution. In the meantime if you have any questions or additional information please feel free to reach me at the contact information provided below.
We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address his concerns.
Sincerely,
Mandy H[redacted]
Customer Loyalty Representative<

December 3, 2014 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. Wehave received Ms. [redacted]’s concern regarding the cancellation of heraccount.  We cancelled this account as ofNovember 14, 2014.  We removed the systemon November 17, 2014.  On November 18,2014 we refunded $106.72 and $403.17 back to the credit card on file.  We apologize for any inconvenience he has experienced.Please let us know if you have any additional questions or concerns. Sincerely,   [redacted] Customer Advocate [redacted]@protectyourhome.com

February 8, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint No.[redacted] Acct. No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] states that she attempted to cancel within her three day cancellation window, but no one returned her calls. She states she only would like to cancel and get her money back at this time.   Ms. [redacted] initially contacted Protect Your Home on January 16, 2017 in regards to an ADT monitored alarm system. She was quoted a monthly monitoring rate of $48.99 for the basic cellular package. Ms. [redacted] asked if this included cameras, but she was advised it would be an additional $10 a month. She was instructed to discuss this with the technician. She was also offered a $100 Visa. Ms. [redacted] proceeded with the sale and payed $108.06 for the installation fee. She scheduled the installation for January 19, 2017.   The installation took place on January 19, 2017. A contract was executed with a rate for monitoring services of $52.99 a month for 36 months. This monitoring rate includes a number of upgrades and one is not included with the $48.99 rate. Among the upgrades is use of a cellular uplink, so a landline is not required or needed for communication with ADT’s monitoring centers. This created a line of communication to ADT through her local cell towers. This rate also includes PULSE Level 1 service, which allows Ms. Stapleton to control, arm and disarm her alarm system from a computer or smartphone no matter her location and also allows her to set up various alerts and notifications.  Lastly, ADT’s limited extended warranty Quality Service Plan (QSP) is also included with this rate. The $48.99 rate does not include PULSE Level 1 or 2 (camera).   Ms. [redacted] initially called to inquire about cancellation on January 21, 2017. She was aware of her three day cancellation window, but wanted to discuss the monthly rate and the Visa gift card. She said if we could not resolve these concerns, she wanted to cancel. She was advised a department that specializes in three day cancellation requests would call her back. Ms. [redacted] was under the impression cameras were included with her monthly rate. Also, the Visa card was missing off her promotion.   Someone did contact Ms. [redacted] on January 23, 2017 within the three day window. I pulled the phone recording myself and she was left a detailed voicemail to call back. Ms. [redacted] did not attempt to call back at all until outside her three day cancellation window. She called multiple times almost daily in regards to this. At the time of these calls, it was too late to cancel. Ms. [redacted] was aware that it would be too late outside of the three days. She did speak with many agents and was advised it was too late. The Visa issue was resolved and shipped to her on January 30, 2017. In regards to her monthly rate, she was advised that her rate would increase to $58.99. Unfortunately, we cannot honor her request to have cameras at the $48.99 rate.   I contacted Ms. [redacted] to discuss her concerns and was unable to make contact. I left her a detailed voicemail with my contact information. I apologize if she was inconvenienced by this process. She had every opportunity to send in her notice of cancellation form within her three day cancellation window.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

January 4, 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 the contract terminated and the equipment removed for a full refund.   We have received the consumer’s notice of cancelation within his 3 day right of rescission. If the consumer would like to terminate service, I will honor the cancelation notice. The consumer will receive a full refund once we retrieve the equipment from the home.   If the consumer would be willing to allow me to fix the issues, I have no problem approving a downgrade if the consumer has a compatible landline service we can connect to. I can also approve credit if the consumer would like to add additional protection to the home.   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]

December 14, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint # [redacted] Account # [redacted]   Dear [redacted]...

[redacted],   This letter is in response to the Complaint #[redacted]. By way of background, Defenders INC.  DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   Summation of Complaint: Owner of complaint does not “agree” with the length of contract. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Owner of complaint under “express consent,” voluntarily provided contract signature. Their voluntary actions bind them to a “financial” duty relative to length of contract. Owner of complaint was provided access to the terms and conditions of the 36 month contract.  Failing to comply within contract’s three day opt-out period, contract holds as irrevocable (w/limited relief) and enforceable. Client brings forth a “reasonableness/ fairness” argument in regards to the terms and conditions of the contract. This is an unfounded claim, as client was given privy to the terms and conditions (during initial sales call/post install) of the contract. We have verified that client provided an E-signature that populated in areas requiring a signature, therefore, the claim of signature forgery is erroneous. Client states that he contacted our office the day after installation, this statement is false. Our records indicate that the client was installed on 11/30 and did not have any further communication with our office (via notes) until 12/3.  In regards to operational issues (false alarms, etc), client may contact our Customer Care department (@ 800 689 9554) to schedule a service appointment. We are in no position to address the matter of “leaving a technician unattended in a home.” Our technicians are informed to not remain in the home if a “responsible” party is not there. If client believes that the tech “misused” his credit card then, it is the client’s responsibility to immediately report matters of that nature to the police. As we are not “authorized” to perform in such capacity.  Matters of billing require the complaint be rerouted to ADT corporate. Client may directly contact ADT (@ 800 369 0996-Option 1) to discuss billing. We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider         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.
Please see the attached returned mail I received post marked 4/01/15; along with a letter I faxed over to ADT Indiana on 6/19/14.  I submitted documentation to Defender Security Company in Atlanta, GA explaining why I do not owe ADT anything.  The information I sent to Defender Security Company was returned to me on 4/14/15 marked" Return to Sender, Attempted-Not Known, Unable to Forward".  The attached letter confirms I cancelled this contract as of 6/16/2014, and I never signed a new agreement with ADT.  I disputed the charge with my credit card company only after my previous attempts to resolve the issue with the local ADT office went unanswered.  I allowed ADT to remove their equipment from my home well after the 20 days of the date of notice of cancellation 6/16/2014.  Per American Express, you had an opportunity to dispute the decision with them, but it was not done in a timely manner.  I request that ADT cease contacting me about this matter and write off the balance immediately.   
Regards,
[redacted]

February 9, 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 and located Mr.[redacted]’s account.  At this time Mr. [redacted]has been released from his contract with Protect Your Home with no earlytermination fees due.  Mr. [redacted] has alsoscheduled a system pull for 2/9/2015 and will be compensated for the returnedequipment once it is released back into our inventory.   We apologize for anyinconvenience he has experienced. Please let us know if you have any additionalquestions or concerns. Sincerely,  [redacted] Customer Loyalty  Defender Security Company 3939 Priority Way S. Dr., Ste. 300 Indianapolis, IN 46240 Office Phone: (317) 957-0068

March 17, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint # [redacted] Account # [redacted] Dear Ms. Richardson, 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 request old system be re-installed, any damage to system removal be repaired, and billing discrepancy. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. This letter serves as proof of return, any further proof would require client contacting our Billing Department, as he has been previously asked to comply with. Our records indicate that a refund in the amount of $107.17 has been returned. On 2/17, $100.00 was returned in the original form of payment, and on 3/15, $7.17 was returned in the original form of payment. As already stated, any further billing discrepancies, we ask that client contact our Billing Department at 800 381 1156.  It is advised that you contact your financial institution in re of refund time frames. There is no record of any additional debits from client’s banking account. We further advise that client refer to contract in whole and in part, wording explicitly summates that we will not re-install old systems, nor will repair any damage as a result of voluntary system removal. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

September 15, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  This letter is in response to the complaint # [redacted] submitted by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, the consumer states that Defenders transferred the account to third party collections in error.   Our records indicate on February 5, 2015 Defenders had received the account from ADT due to past due balance. Defenders had reached out to the consumer on April 13, 2015 and April 17, 2015, but messages were left due to being sent to voice mail. On August 3, 2015 the consumer account showed delinquent. A phone call was attempted, but left another voice mail.   Our records indicate in January OF 2016, Defenders made several attempts to make contact with the consumer. These dates are followed as: 1/18, 1/19, 1/20, 1/22, 1/25, 1/26, 1/27, 1/28, and 1/29. Also, Defenders made several attempt in February of 2016. The dates are followed as: 2/1, 2/2, 2/3, and 2/4. Our records indicate that in July of 2016 several phone calls were made to the consumer. These dates are followed as: 7/9 and 7/12. All of these dates were attempts, but unable to make contact with the consumer.   Our collections department were willing to give the consumer a chance to resolve the payment issues, but on October 10, 2016 the consumer informs that a Revdex.com complaint was filed. On April 27, 2017, Defenders sent the account to a third party collector due to no contact were made and no payments received.   Our records indicate that on July 25, 2017 the consumer mailed a check in the amount of $323.94. Defenders request to have the $323.94 subtracted from the past due balance from the third party collector. Now the current balance that is due shows as $109.38.   The consumer may contact [redacted] at [redacted] to pay the remaining balance. Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Defenders
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 #10880077. 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 disputes manner in which contract
was cancelled.Acknowledgement of Resolution:In regards
to Complaint #10880077, we have
carefully reviewed the matter and bring forth the following recommendations. This
complaint is no longer viable. The contract has been cancelled and client paid
the balance of the BOC. In regards to client’s statements, the 6 month
guarantee clause is relative to “3 same service issues, with the system then
being defined as inoperable.” Application of the 6 month clause would then be
applicable. Again, client did not meet these conditions, therefore, cannot
build claim to fore-mentioned clause. Client should refer to the entirety of
the contract for clear interpretation. We extend an apology in advance for any
inconvenience this prolonged matter has caused. Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier Provider

May 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] 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 paid for an alarm permit but was contacted by Defenders to pay another permit fee. She states she was not made aware of any permit fees applicable to her monitoring services.   It is disclosed in the recorded terms and conditions that if any permits are required that Protect Your Home would obtain the permit and invoice her for the cost unless her local municipality requires her to obtain it. These permits are not mandated by Protect Your Home, but instead by her local municipality.   There are two permits required. One is the alarm permit in which Ms. [redacted] already obtained. The second one in an electrical permit. Defenders is required to apply for this permit. This permit has a one-time fee of $68.18 for a residential alarm system. If she has questions about this permit requirement, she can contact the INSPECTION BUREAU INC - (513) 381-6080. On top of obtaining this permit, she is also required to follow any steps mandated by her local municipality including but not limited to an inspection of her ADT monitored alarm system. I apologize for the confusion between the two permits. Protect Your Home does not make any money of these permit costs. It goes straight to her local municipality.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] submitted by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Mr. [redacted] states that he purchased exterior cameras but found out after the fact that at some point post-installation that our company no longer supplied or installed exterior cameras. He felt that was a breach in contract and requested to cancel with a refund.   Mr. [redacted] was installed in February and our company decided to stop shipping and installing exterior cameras. His local branch was affected and did not receive the cameras that Mr. [redacted] had ordered. Since Mr. [redacted] contracted that service and it was not provided, I authorized the release from contract including system removal. He will not be penalized for this contract and will be refunded for the equipment. I apologize for any inconveniences this may have caused.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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 Mrs. [redacted]’s complaint and located her account.  Our records show we installed the system on September 27, 2014.  We do show the customer was offered 2- $100 Visa gift cards.  An email was sent out on September 27, 2014 to redeem the gift cards but no redemption was received. 
 
I am able to expedite the redemption process and have the Visa’s sent directly to Mrs. [redacted].  Please allow up to 10 business days for them to arrive. 
 
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

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 will not accept the resolution from Defenders they overcharged me 6 times. I was suppose to pay 43.00 which they charged at the beginning then switched to the 56.43 without any notification. They claimed I had a service called Pulse which I never ask for. They didn't even have it in writing that I wanted that service,since they didn't even have a contract for me. At one point they mailed me a contract that even had a different amount from the 56.43.  I have notified my bank to mail me all the payments I made to the company as far back as the installation in July. I want you to see how they went from 43.00 to 56.43.  I could not go as far as the time of installation online. When I receive my statements I will email them to you.1/26 56.432/26 56.4312/27 56.4311//27 56.4310/27 56.439/27 56.433/11 credit 52.99 1/12 credit 17.00( These $17.00 were a credit because even after I signed a contract that stated $44.00, they still charged me the 56.43.)Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. Thank you Revdex.com with out your help I will not resived nothing. I'm really appreciate for your help. Yes I resived my money back on July 18
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.Dear Protect Your Home,Attached please find the letter that was sent via USMail outlining reasons why my wife and I do not owe any additional amounts to Protect Your Home.  This is per the T&Cs of the agreement.   At this time, I consider this matter closed with no additional funds due since you have not responded to my letter after 1.5 months. Regards,[redacted] Dear Protect Your Home,Upon receiving your letter dated March 18, 2015, I called your 1-800-381-1156 number on March 26, 2015 and spoke with one of your representatives. I attempted to explain how the contract had been assigned to the new owner at the address of 2461 S. Madison St. Denver, CO 80210 ("Subject Property"). However, your representative was unfamiliar with Section 20 of the contract which addresses the ability for assignment. After several promptings, she said Protect Your Home would follow-up with me.As of today, I haven't heard back from your company so am writing this letter to inform you of why I am no longer bound by the contract you reference. I have cited the legal grounds in the key points listed below:First, your contract states in Section 2 that any "contract termination charge...fairly approximates the damages to dealer from...early termination."Second, your contract stipulates in Section 20 that "dealer shall have the right to assign this contract to any other person." I had spoken to Protect Your Home on/around September 2014 about having the contract assigned and was informed by your representatives this is what had been done.Third, in conjunction with my move, Protect Your Home entered into a contract with the buyer of subject property. This has been stated several times by Protect Your Home. This was completed before the contract was terminated since the alarm system remained in continuous service. As a result, y utilized your right to complete an assignment in a de facto manner. Additionally, the new contract you entered into removed any damages you face since you are receiving monthly monitoring fees from the new owner of Subject Property. In fact, you are actually better off since you added additional term using the approach you took.Based on the facts above, per your contract I do not owe any additional funds to Protect Your Home. You in effect completed an assignment of my contract and are not suffering damages as a result.   In closing, let me say that although my current home had a third-party alarm system already installed when I purchased it, this will not be the last house I buy in my lifetime. And upon successful resolution of this matter as outlined above, I would be glad to consider ADT Protect Your Home when the time comes again to choose a security monitoring company.Sincerely,   [redacted]

February 8, 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] states that Protect Your Home did not process the original offer. He would like released from the contract without penalty and have the equipment removed. I spoke to Mr. [redacted] in regards to his concerns. The technician who came out to the home on January 30, 2017 was mistaken on what needed to be completed although my instructions were clear. This has been addressed internally and the technician will be coached. I did approve a release from contract and the equipment was removed on February 7, 2017. There is currently a pending refund for $457.77. He will not have any remaining balance on the account.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]