DEFENDERS d/b/a Protect Your Home

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
ADT Corporate assured me that the system would be covered.  They communicated this to Defenders INC.  The system Defenders Inc  installed was not what was promised, nor was it capable of adding camera system.  It was sold on the basis of getting cameras installed.   Their system was removed by ADT corporate and returned to them. The situation was extreme, I had a threat on my life.  ADT was doing what was right by their company and the customer.    I was told by Defenders via ADT that this was solved three years ago and then I get a surprise bill.  I did not remove system, ADT did.  Defenders need to take this up with ADT corporate not me. Removal of system was ADT's call, and it was the right one. Without exaggeration, my family would have been hurt or killed had ADT not interceded.  They are a security company that promises security and that is what they did.  That is precisely what Defenders Inc should do.
Regards,
[redacted]

April 6, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint # [redacted] Account # [redacted]   Dear...

[redacted]   This letter is in response to the Complaint #[redacted]. By way of background, Defenders INC.  DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   Summation of Complaint: Owner of complaint requests account be cancelled or honor “outside” party’s ad. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our office has already communicated to the client that we will not honor an “outside” party’s advertisement/promo. This decision will stand. We have included a copy of a valid contract along with this response. As previously communicated by our 4 –Day Representative, we will not release the client from contract without collecting all Balance of Cancellation charges. We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider         Tell us why here...

February 18, 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] Order No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint no. [redacted] submitted by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] states that she did not authorize a credit check that took place on January 2, 2017. She would like this inquiry removed from her credit report.   Ms. [redacted] contacted Protect Your Home on January 2, 2017 in regards to an ADT monitored alarm system. During this call, Ms. [redacted] authorized a credit inquiry. Quoting the sales agent, “To verify your eligibility for the monthly monitoring service, normally I will need your full social security for the credit check but I will take the last four of your social security number”. Ms. [redacted] proceeded to provide her information. This was investigated by upper management and they have decided not process a credit check removal. I have attached the denial letter and mailed a copy to Ms. [redacted]. I apologize if she has been 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]

December 28, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] states that she has had continuous issues with her alarm system including cellular connection and the motion detector. She also states she was not properly notified during an alarm event. One of her main concerns included the contract signing process. She does not want to pay the 75% termination charge for cancelling her services.   Ms. [redacted] was installed on November 11, 2015. She was installed with the cellular service. ADT has it recorded that they attempted to correct the communication issues on May 5th, October 24th, and November 7th of 2016. They have it documented that is was a poor cellular connection. They attempted to resolve this by upgrading the cell guard and even suggest moving her to a landline service. This is not an issue with the panel, but with the access to the cell towers in her region.   In regards to the contract, it is advised on the sales call, promotion, and installation that a 36 month agreement is required. The tablet she signed was for all of her contractual paperwork. There were many documents that required signatures that day. Protect Your Home uses DocuSign for our eContracts. DocuSign exceeds the requirements set in the United Sates Electronic Signatures in Global and National Commerce (ESIGN) Act and the Uniform Electronic Transactions Act (UETA). They meet the four major requirements for an electronic signature and they are recognized as valid under U.S. law. Both laws provide that, “No contract, signature, or record shall be denied legal effect solely because it is in electronic form; and a contract relating to a transaction cannot be denied legal effect solely because an electronic signature or record was used in its formation.”   Signatures in DocuSign are created by selecting a signature style option that is programed in the system. The customer chooses that signature style to then sign the document. Signatures signed through DocuSign will not reflect the customer’s true signature. There is also a voice recording taken at the time the contract is being signed in the event the contract is disputed. I pulled the voice confirmation and it is that of Ms. [redacted]. The contract is valid.   Due to the multiple service attempt by ADT, Protect Your Home has decided to release her from the contract without penalty. Any collection attempt will cease. The equipment will remain in her possession and there will be no refunds for the services rendered. 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]

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

Richardson: 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 review of the account I do show there was someissues with scheduling to get a security advisor out to her home to address herissues with the system.  I havecontracted the account holder to advise we are going to honor her request to berelieve of the contract. I did email her at [redacted]with the copy of confirmation letter as well as mailed to her address we haveon file. I have also attached a copy of the letter for your records. Weapologize for any inconvenience or frustration that the customer may haveexperienced and we appreciate the opportunity to address her concerns.  Ana D[redacted]Customer Loyalty Representative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com  Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I went away for the hurricane on the 21st of this month, and I am back today, 28 August. I checked my account and it still shows that the funds were taken but they have not been put back on my account, so they are lying, and the amount he is stating is wrong.  They took 107.17, 80.31, and 333.68 for a total of 521.16.  I would like to have my funds on my account.

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]

May 4, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  Re:  [redacted]Complaint No. [redacted]Acct. No. [redacted] Dear Ms....

[redacted],This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defender Security Company DBAProtect Your Home is an Indiana Corporation. 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. Ms. [redacted] contacted us on March 10, 2015 in order toestablish service after a recent break-in.  The offer she initially called included akeypad, 6 standard sensors, a motion and key fob for $99 plus any applicabletax.  After speaking to ourrepresentative, they offered to customize her package and include twoadditional key fobs at no charge to her. Ms. [redacted] did ask if we had equipment to protect the exteriorof her residence due to the recent break in to the vehicle. She was advised wedo have a package with Pulse with Cameras, and the monthly monitoring rate forthis service is $58.99.  The salesrepresentative also recommended she speak to the security advisor during thein-home appointment for additional information regarding the package. Additionally, our terms and conditions of the initial call includesthe following, “you may be required topay additional charges to purchase equipment required to utilize the ADT pulseinteractive solutions services features you desire, up to $499.00 customerinstallation charge.”  During theinitial call we also disclosed there would pro-amount deducted for monitoringwith 72 hours of installation.Ms. [redacted] sent in her letter cancelation on March 12, 2015 andwe removed all the equipment from the residence March 16, 2015. Asof March 17, 2015, we refunded account holder $106.12 back to the original formof payment.  Additional refunds in theamount of $75.04 and $52.53 were processed on March 20, 2015 to the originalform of payment.  We apologize for anyinconvenience or frustration that the customer may have experienced and we appreciatethe opportunity to address his concerns. Sincerely,Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com

February 22, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint # [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 refutes collection calls. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Although this account is cancelled, a remaining BOC is due. Our records indicate that calls are coming from MB&W (888 817 1750) Collections Agency. Customer would need to directly communicate with them in re of the matter.  The matter evolves around the fact of, client allowing ADT to remove equipment in which PYH installed. This resulted in client being liable for the BOC charges of $657.90. Again, would need to speak further with MB&W to resolve the matter. We will not reverse the charges, or pull the account from collections, you have been advised to contact MB&W. No further resolute will be considered. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here...

March 3, 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] state that she returned the camera Pulse system but is being denied a full refund. She has also had no success with finding a representative able to assist.   Ms. [redacted] returned the Pulse camera service on December 30, 2016 but still had pulse level one and a second panel that was included in the package. Although the camera was returned, the equipment left in her home amounted more that the Pulse refund package cost. A technician came out to remove Pulse completely on January 11, 2017 but failed to list that the second panel was no longer installed in the home. Due to this clerical error, only a partial refund was being processed for $52.80.   Due to the clerical error, I found a different way to submit the refund. It was be processed separately. Ms. [redacted] will receive a separate refund of $262.94 within 30 days. I provided her my contact information in case she should need any updates. I apologize if she 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]

August 19, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. dba Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint 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] cancelled her services within the allotted three day cancellation window. She had an equipment removal on July 15, 2016 and has not yet been refunded.   I reviewed Ms. [redacted]’s complaint and have requested the refund for the equipment to be paid out in the amount of $1,790.45. I have also requested that the refund be expedited due to the extended time Mr. [redacted] has already waited for her refund. Our standard refund time can take seven to thirty days from that date the refund is submitted. I have submitted the refund on August 19, 2016. Due to the expedite request, the refund should pay out much sooner than the standard refund window. I have made contact with Ms. [redacted] and provided her my contact information. I appreciate the opportunity to work with Ms. [redacted] and to resolve her complaint. I apologize if she experienced any inconveniences through this process.   Sincerely,   Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

March 16, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint # [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 requests service appointment. Acknowledgement of Resolution: Offer Pending-In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. We have spoken with Service Manager, who in return has reached out to customer. An appointment has been scheduled for March 19, 2016 (Saturday). No further resolute is necessary at the time. In further questions, we ask that the client contact Customer Care at 800 689 9554. We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

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.
I think this response from Defenders doesn't solve my problem  I think this company has violated my rights as consumer.Even when defenders have mentioned  they solved the problem in May of 2017, the true thing is that Defenders/ ADT has been debiting from my [redacted]'s credit card the following amounts 1. April 12/2017: According to my credit card balance 56,17 was charged by ADT (recurring charge). I called ADt and defenders asking for a solution and the response was that in the next statement the change of rate was going to be reflected.2. May 11/2017: According  to my credit card balance of 56,17 was charged by ADT (recurring charge). I called ADT and Defenders  and the response was that ADT was updating the information in the system, so, it was probably that I was going to see therate adjust in the upcoming month.  Nothing happened.3. June 12/ 2017: According to my credit card balance, 56,17 was charged by ADT (recurring charge).  Same situation. I called defenders and they said the changes were going to be reflected in the next statement.  Nothing happened. 4. July 12 /2017: According to my credit card balance, 56.17 was charged by ADT (recurring charge). I called again to Defenders asking for a solution and nothing happened. 5. August 11/2017: An amount of 56.17 USD was charged  to my credit card.  Given the negligence of Defenders/ ADT, I decided to dispute the charge with the bank.  The same situation  took place on September 12 of 2017 when my credit card was charged again for 56,17.  As a consequence, I decided to dispute the charge.It is completelevident the level of negligence of Defenders in this case.  They said they corrected the problem when the true thing is that my credit card has beween charged for a wrong amount for months.  The excuse is always the same. ON the other side, who is going to return the amounts wrongly  charged to my credit card?   No I 've received an statement where ADT is charging me 84 dollars. I have asked for information an no one answer to my request.  What's the reason of this charge? Finally, It is important to mention that I presented the same complaint against ADT ( case [redacted]) and their answer was that Defenders was the legal entity to which I entered into a contract, so who is going to solve my situation?    
Regards,
[redacted]

February 3, 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.          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 on 1/28/2015 Mr. [redacted] was contacted by a colegue of mine and agreed toallow us to complete the installation, we provided 1 month credit for his MMR,submitted a check request for the cost of the HVAC company, and are having theVisa card sent directly to him.   We apologize for anyinconvenience he has experienced. Please let us know if you have any additionalquestions or concerns. Sincerely,  Mandy H[redacted]Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833 Tell us why here...

September 17,2015 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],  This letter is in response to the complaint #[redacted] filedby [redacted]. By way of background, DEFENDERS DBA ProtectYour Home is an Indiana corporation. 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 there had been someissues with the customer pulse + video where Mr. [redacted] cameras are showingoffline. After several attempts to resolve the customer issues with the systemwe have opted to release him from his contract and waive any termination cost.I spoke to him on September 15 and we did schedule the removal of the equipmenton September 26 from 10-2. We have advised him that we will refund all moneypaid after the equipment was returned within 30 days. 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  Tell us why here...

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.         N/A Dear Ms. [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 received Mr.[redacted] concern regarding the running of his credit without proper authorization.  After review of the account and phone recordings I concur with Mr. [redacted] that he did not authorize the running of his credit and have sent the appropriate request to Equifax.  I have also sent a letter to Mr. [redacted] outlining our process for credit inquiry removals. We apologize for any inconvenience he has experienced. Please let us know if you have any additional questions or concerns. Sincerely,   [redacted]Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice:  317-957-[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]

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 #[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 would like for collection call to cease and permit discrepancy be
reconciled.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations. At
the time of installation (3/27/15), county of residence required a permit for
all security systems. As of 7/1/15, a permit is no longer required. Therefore,
we are waiving the permit fee of $59. We apologize for any inconvenience this matter
has caused. We look forward to maintaining a successful business relationship
with the client.  Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]The response from the company states that I have a valid contract on file, which I do not dispute. However, they will not void that contract and yet they want me to sign a new contract. The letter I received from them says "until we receive this signed form, ADT cannot properly process your paperwork, which could result in incorrect monthly charges for your alarm system" They have been billing me incorrectly - contract that I signed was for $36.99 monthly. When I asked to  have my charges corrected they refused.  This new proposal says "We mailed out a new contract for MS [redacted] to sign ... so ADT can continue billing the correct the montly (SIC) monitoring rate  and credit her account.They already overcharged me. I am entitled to the refund of those charges without signing another contract. 
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. 
Regards,
[redacted]