DEFENDERS d/b/a Protect Your Home

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

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] states that she was misinformation about the relocation process when she had the services installed. She was told she had the option to transfer the contract to the new home owners. Now that she is trying to move, she found out that this is not possible and would like released from the contract without penalty.   I reviewed the initial sales call from 2015 and found that she was misinformed about the relocation process. We do allow our customers to relocate to a new location, but not to a new person. I called Ms. [redacted] and apologized. I offered to release her from the contract without penalty in which she accepted.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 8, 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]ComplaintNo. [redacted]Acct. No.              [redacted] Dear Ms.[redacted],  Thisletter is in response to the complaint #10516845 filed by [redacted].By way of background, Defender Security Company DBA Protect Your Home is anIndiana 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.  Afterreviewing the rebuttal we show the customer’s contract was emailed to thee-mail address on file, [redacted]@Charter.Net on the day ofthe installation. Additionally, our previous offer to refund the additionalcharges $503.80 still stands, should he choose to accept that resolution. Unfortunatelywe are not able to release him from his contract and if he did opt to cancel wewould hold him to this termination of the contract. We apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate 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

December 26, 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 damages done to her wall repaired.   I spoke with the consumer and advised I would need 2-3 estimates or 1 paid invoice for the damages. I have also mailed a letter to consumer outlining the process and where to send the information.   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]

October 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]...

                  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.   Thank you for bringing this into our attention. After review, our records indicate that your account has been cancelled effective on October 13, 2017. I have attached a confirmation of cancellation for your records. I do apologize for any inconvenience that this may cause.   Sincerely,   DeUndre E[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]

March 31, 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 requests clarity on matter of billing. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Please read the response clearly, as you have been advised to direct your request to the Billing/Collections Department. Failure to do so, only prolongs the mater from being resolved. Again, we are providing the client with the necessary information to take further action towards a resolute. The Billing/Collections Department can be contacted at 800 381 1156. A clear and concise understanding of  the billing procedure could at that time be explained to the client. Our records indicate that the client has not followed this step to date. We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

June 13, 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 some instances, the account his billed by Protect Your Home and then later purchased by ADT who then takes over the billing.   In summary, Mr. [redacted] states the he has been charged the incorrect monthly monitoring rate since installation and would like it corrected. He states the issues had been addressed but was never corrected. One of my associates contacted Mr. [redacted] on June 9, 2017 and offered to assist. She had a new contract emailed to him to sign and return. Since the contract was redone electronically, ADT has already received a copy and will be processing it soon. In the meantime, my associated offered a three month monitoring rate refund which has been already paid out. Once ADT has processed the new paperwork, the rate will be adjusted. 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]

November 5, 2014
 
Revdex.com of Central Indiana
151 N. Delaware St. #2020
Indianapolis, IN 46204-2599
 
Defender Security Company
DBA Protect Your Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240...


 
Re:                  [redacted]
Complaint No. [redacted]
Acct. No.         [redacted]
 
Dear Ms. [redacted],
 
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
 
We have researched into Mr. [redacted]’s complaint and located his account.  Our records show we installed his system back on June 30, 2014.  At that time, a 3 year contract was signed.  He also made upgrades to his system and purchased additional equipment totaling $1,591.06.  That total was split into 4 payments of $397.77 to be paid on 6/30/14, 7/30/14, 8/30/14 and 9/30/14.  Our records also show no calls were received from Mr. [redacted] to advise us of any concerns. 
 
When we received this complaint on October 27, 2014, it was the first we’ve heard of any issues.  Upon reviewing his complaint, it appears Mr. [redacted] is having buyer’s remorse.  Unfortunately, we cannot release him from contract, as he did sign a 3 year contract back in June.  However, we are willing to allow a return of the additional equipment he purchased so that he can be refunded for that equipment.  I did try to reach Mr. [redacted] today, but was sent to voicemail.  I did leave a detailed message with our offer to resolve. 
 
So, to confirm, we cannot authorize a release from contract.  However, we can allow Mr. [redacted] to return the additional equipment purchases for refunds.  We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address his concerns.
 
Sincerely,
 
 
[redacted]
Customer Advocate
[redacted]@protectyourhome.com

December 7,
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 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. Our
records indicate that client was emailed an E-contract on the dates of 11/21
& 11/22 to the email on file. On 12/7, client was mailed via US postal
service a hard copy of the contract. We have also mailed client a $ 50 Visa
gift card in lieu of the inconvenience. We
apologize for the period of time that has elapsed in resolving this matter.Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

June 12, 2017Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defenders Inc. DBA Protect Your HomeDBA Protect Your Home3750 Priority Way South DriveIndianapolis, IN 46240 RE: [redacted]Complaint 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 some instances, the account his billed by Protect Your Home and then later purchased by ADT who then takes over the billing. In summary, Mr. [redacted] states that he filed for bankruptcy and informed our company but he was still charged for his monitoring services. He would like refunded and the account cancelled.  Mr. [redacted] contacted Protect Your Home on May 8, 2017 in regards to filing bankruptcy. The agent was off process and did not properly inform him of the steps needed in order to cancel the account. I have since coached the team with the proper steps. Mr. [redacted] would need to provide more information before we can proceed with cancelling the contract. We need the case number assigned to his case.2.    We need to obtain the Attorney’s information3.     We need to find out which chapter they are filing4.     Provide the information to Collections team so that the account can be cancelled5.     Collections can be reached at 1-800-381-1156 or he can call me I attempted to contact Mr. [redacted] and left a voicemail. Once this information is provided, we can proceed with cancelling the account. I apologize for any inconvenience this may have caused.  Sincerely,  Crystal F[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [email protected]

August 9, 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]...

                  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.   I personally placed Mr. [redacted] on our do not mail list. I also contacted our business partners and had him placed on their do not mail list. Normally, it can take up to 30 days for this request to process through the system. 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]

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]  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 on December 30, 2014 this customer had all of the balance due onthe account waived by Protect Your Home due to the incorrect information on heraccount.  The collection calls werestopped on that day as well, and I am showing that billing is being done by ADTCorporation on an invoice basis.   I would like to sincerelyapologize for any inconvenience that Ms. [redacted] has endured and offer myservices directly to her, if there are any questions or concerns about theaccount please don’t hesitate to reach out to me directly. Sincerely,  [redacted]Customer Loyalty RepresentativeCustomer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833

November 4,
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 alleges poor follow through in regards to permit application/process.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations. Due
to our oversight in this matter, we are willing to offer the client a $100 Visa
Gift Card via mail. We ask that client allows up to 14 business days for
processing and receipt. It is always our highest priority to fulfill any
promises/guarantees we have made. It is not habitual or intentional that we
allow such matters to linger. We appreciate the mutual business relationship
and the opportunity to be the providers of the client’s security system.We extend
an apology in advance for any inconvenience this matter has contributed.Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

May 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 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.
The account holder is requesting to be released from a contract
entered on 9/9/2015 due to a relocation. There is currently about 2 years left
of this contract. Upon moving, she was required to sign a new contract for 36
months. She is requesting to be released without penalty from the contract instead
of relocating services and signing a new 36 month agreement.
Protect Your Home has a movers policy that allows a customer
to relocate their services. By following this relocation service, the
termination charges for the service address will be waived. The termination fee
equates to 75% of the remaining balance of the contract. In order for that
termination fee to be waived, a new contract must be signed at the new
location. Per section 2 of the contract in the important terms and conditions
it describes the 75% termination fee as, “This amount is a contract termination
charge and fairly approximates the damages to dealer from my early termination.
This is not a penalty.”
 
After review of the account, Protect Your Home has
decided to lower the termination charges to 50% as a courtesy to Ms. [redacted].
I spoke with the account holder on August 17, 2016 and offered the reduced
termination charge of $615.23. The original termination charge was $922.84. At this
time, she is contemplating this offer and will follow up with a response to me
directly. We apologize for any inconvenience or frustration that Mr. [redacted] may
have experienced and we appreciate the opportunity to address his concerns and reach
a resolution.
 
Sincerely,
 
Crystal F[redacted]
Customer Loyalty Representative
Protect Your Home
ADT Authorized Premier Provider
E: [email protected]

October 26, 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 Defenders/ADT to release from contract without any penalty and a refund for the two months of being charged.   Thank you for bringing this to our attention. After review, ADT is going to refund $49.99 for the month of September. Per our discussion I will be issuing a $100 Visa Gift Card that you will receive within 17-21 business days.   I have reached out to our collection department to cease all collection activity. Therefore, our collection has ceased all collection activity. Also, I have added a credit of four months of monitoring that will be sent to its original form of payment. The amount of the credit shows as $211.96 and that typically takes up to 10-15 business days for you to receive.   Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

July 16, 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 # [redacted]Account # [redacted] Dear Ms....

[redacted]: This letter is in response to the complaint # [redacted] filed by [redacted]. By way of background,Defenders 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 Ms. [redacted] called our salesdepartment on June 17, 2015 on a promotion she received that included a Keypad,6 sensors, motion and key fob. After speaking to the sales representative Ms.[redacted] was provided an additional $ 149.00 equipment credit. The offer alsoincluded a $100.00 VISA gift card if she signed up with Protect Your Home. Wehave requested the VISA to be immediately fulfilled rather than having Ms.[redacted] go through the redemption process; she should receive the Visa within tenbusiness days.   In regards to the claim Ms. [redacted] stated about wantingto have the system notify them when the door is ajar. Ms. [redacted] would need tospeak to our technical support team to have the “chime “either turned on orvolume turned up.  Ms. [redacted] had threedays rights of recession to cancel her account which ended on June 24,2015.  Please refer to the Notice of CancelationI have attached that discloses this as well. In effort to resolve issues I have refund 20% of what Ms. [redacted] paidfor the additional equipment that was purchased outside of the basicpackage.  Ms. [redacted] would receive arefund of $202.46 back to the original form of payment we have on file, pleaseallow time for processing. We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to address herconcerns. Sincerely,  Ana D[redacted]Customer Loyalty Representative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.comTell us why here...

February 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 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 she was promised that her total amount for install of the Pulse++system would be $150.00 + tax.  There hasbeen a refund issued previously for 373.43 leaving a balance due to thecustomer of $107.00.  I have sent amessage to my manager and asked that this refund be expedited. Please see the explanationbelow: SalesAgent[redacted] promised cust that she would only be charged $150 +tax(Including the activation fee)  150 +10.50 = 160.50  total paid 640.83 -160.50 = 480.43 - 373.43 (previous refund) = 107.00 still due customer. We apologize for anyinconvenience he has experienced. Please let us know if you have any additionalquestions or concerns. Sincerely,  [redacted]Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

July 27, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]                   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] wants confirmation that she will receive the refund. According to our records, $1271.80 was refunded to her on July 18, 2017. She will need to contact her banking institution if she does not see the funds.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] states that she was quoted a monthly rate of $48.99 and not $52.99. She was set up with Pulse, but was advised that her rate increased because of this feature. She would like the rate initially offered.   Ms. [redacted] contacted Protect Your Home on January 11, 2017 in regards to an ADT monitored alarm system. She paid $106.67 for the installation fee and schedule her installation for January 16, 2017. She was set up with Pule level 1 which allows her to access her alarm system through her smart phone, tablet, or computer. This rate starts at $52.99. The rate of $48.99 does not include Pulse access.   As a resolution, she was offered a $100 Visa to cover the rate difference between $52.99 and $48.99. She accepted this. I apologize if Ms. [redacted] was inconvenienced during 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]