DEFENDERS d/b/a Protect Your Home

April 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 # [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 requests account be cancelled w/o BOC. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Notes reflect that at least (2) 4 Day Representatives have clearly explained to customer (along w/referencing contract-Art 27, 3 “same service” appointments) protocol and procedure in regards to the matter. Client requests to cancel in lieu of overall experience, this does not present for feasible ground of termination. Therefore, as it has been previously expressed client will remain obliged to contract. Per the contract, client can schedule a service appointment for any system issues they may be experiencing. They should be advised that per Article 27, 3 “same service” appointments are necessary prior to an option of cancellation being considered. Client has failed to comply with procedure and will not be released from contract absent financial liability. In regards to the $100 Visa incentive, we have acknowledged the matter by re-sending another gift card. Please allow up to 14 business days for review. We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider         Tell us why here...

October 21,
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:Complaint
involves billing discrepancy and delay in customer service action.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations. All
matters relative to client’s dispute have been addressed. Client’s monthly
charge has been amended, and a $200 gift card is being re-issued.  We have made note of the recurring charges to
the client’s banking account. We ask that 30 business days is allowed for all
matters to be effectively resolved and reflect in our system. We
acknowledge the inconvenience this matter has caused and apologize for the error.
We look forward to continuing to provide the client with quality service as
well as quality products.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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.What protect Your Home as indicated in the previous response is correct with regards to the removal and immediate refund. However, they are additionally responsible for the damages to my home during installation and the removal of equipment which should have been left in the home. I was advised I could provide them with a quote (scheduled December 15th and 22nd with two different companies) and provide them with the receipt of the company I choose and would receive reimbursement for those damages. This was not included in the response I just was provided and should be noted. I have also attached the attachment from the email I received from [redacted], the Protect Your Home representative, stating this would be covered.
Regards,[redacted]

June 15, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint No. [redacted] Acct. No. [redacted]   Dear...

[redacted] This letter is in response to the complaint # [redacted],by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   After reviewing the account we show [redacted] did call in regards to issues with the system on June 13, 2016 advising she is experiencing issues with her sensors Zones 1 and 3 sensors will not stay in place continuing to fall off. [redacted] demanded service that day rather the next available day of June 16th. Our technical support specialist advised we would need to reach out to branch manager to see what we are able to do to get her service.  However, [redacted] was eager to speak to manager to address the issues sooner. [redacted] was transferred to supervisor and expressed her dissatisfaction regarding service our manager did apologize and was able to get her sooner service for June 14th from 11-3 PM.  We show [redacted] was still not happy with the resolution but did accept the day for service.   Our manager did follow up with [redacted] after service was rendered and our manager offered an VISA however [redacted] did decline the resolution. She did request to cancel her contract however we denied her request. In effort to resolve the complaint, we have refunded the prorated amount [redacted] did pay to ADT directly on May 17th. The customer will receive an refund of $73.93 for the issues she has had. She would need to allow time for processing.  Our office has confirmed with ADT monitoring center that [redacted] has not experienced an issues after the service was completed. We apologize for any inconvenience or frustration that [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution.   Sincerely,   Ana Dau-Farr Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]

March 2, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive,Ste 200 Indianapolis, IN 46240...

 Re:                  [redacted] Complaint No. [redacted]Acct. No.         [redacted] Dear Ms. [redacted],  Thisletter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystems. We have been an ADT authorized dealer since 1998 that sells andinstalls ADT monitored security systems. Once the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT.  I have researched this accountand found that the customer has spoken to another customer loyalty representativeand agreed to have some of the additional equipment removed.  I show the downgrade took place on 2/28/015and a refund in the amount of $1643.41 has been entered into the system.  This refund should be approved today andscheduled for payout to the manner it was taken from.   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

January 12, 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]
[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 #11081400, we have carefully reviewed the matter and bring forth the following recommendations. This matter has been resolved by our office as of today. Client was given 4 MMR, $200 Visa gift card, a letter stating cancellation done in “error,” also a rep is attempting to review the matter in re of credit inquiry. Client was informed that she is unable to cancel, as justifiable cause was not presented. Client should allow 30 business days for finalization of this process. We apologize for any inconvenience this matter has contributed.   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 that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My "claim" that I was quoted $36.99 and you cannot verify?  It was confirmation #[redacted] to a Sharon Levy. During this same conversation I spoke with John [redacted] who approved a certain credit amount towards equipment and scheduled my installation.Upon Installation, ADT's service guy came to house and quickly went through equipment and house and proceeded to tell me what I needed. When asked where I wanted keypad I told him in kitchen preferably by garage door. There are no land phone lines to which he told me thats no problem, he could install me a wireless. When I questioned pricing he told me he would work up all of the equipment and deduct the Credit I was given for signing up. He stated I could add any amount of equipment I wanted and all I would have to pay was for the equipment. I stated that I definitely wanted a camera because of vandalism done to my pick up in the drive way, the same thing I stated on my initial call to Sharon Levy. No Problem I was told by both of them. I was never informed of additional monthly fees depending on what equipment I recieved, otherwise I would have NEVER agreed, nor did I want a security system without a camera in my driveway.The service guy left me with a folder/pamphlet with a list of equipment and a users manual on the self contained wireless system and a 4-card tear off sheets for referrals. I do not have a copy of my contract, stickers for windows, signs for the yard. And upon returning home from my appointments (I had to leave because of scheduling which I told Sharon Levy and this guy who came to install) I did not have everything I was promised and the installation was far from acceptable or professional. And never received a $100 gift card for signing up. I have not been able to access my Pulse from my phone, the password they gave me does not work. I have repeatedly explained this to several people several times and been hung up on and placed on hold indefinitely ( one time I remained on phone 42 minutes.)I am not satisfied with any of the broken promises or unsatisfied contract conditions. I have been talked to rudely and told that I would be turned into credit bureau if I stop payment. I told ADT on several occasions they are just dragging their feet until 6 months is up and guess what.... 6 months is up.I would rather not continue service with this company and receive my money back, and come get your equipment out of my house. I am far from a satisfied or happy customer and cannot believe a company would want to force an unhappy customer to continue paying them. I did not get what I thought and was told I was getting, $36.99 a month service, the missing items promised me, my camera installed correctly, my pulse account activated so I could have actually monitor my home as promised, signs, stickers, my copy of this signed contract which I never received.
Regards,
[redacted]

February 24, 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 June 30, 2014 Mr. [redacted] paid the early termination fees onhis account in the amount of $1114.90.  Iapologize that he was told that the equipment could not be picked up for arefund as this is not the case, if Mr. [redacted] still has the Protect Your Homeequipment I would be willing to schedule for someone to come and remove it.  We will leave the main keypad on the wall asthere is a hole behind it and Protect Your Home is not responsible for fixingany damages from a system removal.   Again, I sincerely apologizefor the poor customer service that Mr. [redacted] has endured and will try toassist in any way to make this better for him. Mr. [redacted] is more than welcome to reach out to me directly at thenumber provided below to discuss any issues he might have. 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 have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm not satified with the solution.  I never stated that I agreed with Protect Your Home's statement of [redacted] calling in on another offer.  In fact, he told me he called with the phone number I provided along with the referral # assigned to me listed in the email Protect Your Home sent me.  I provided this info in an email for him to call. Once he called and made his appointment he called me to thank me for giving him a $100 referral award offer which he said he has not received.  I was told by another Protect Your Home staff that they reviewed [redacted]'s phone call and he did call in using my reference #.  I was told multiple times I would receive a $200 gift card and he would receive a $100 gift card because Protect Your Home finally verified we met the requirements.  I was never sent a $100 gift card - so I'm really unsure what "original" gift card Ms. Ana is referring to.  [redacted] was the one that should have received the $100 gift card, but I don't believe he has received it.  According to Protect Your Home's email advertising this referral program, the rules state: 1. Order an ADT monitored home security system. 2. use the reference # above - 3708635  (which Ray has confirmed he used as well as the recorded conversation that Protect Your Home listened to before they told me I would receive a $200 gift card in the mail - I would not have this information had it not been told to me.  I also confirmed with [redacted] myself that he did use the reference #) 3. Be present at time of install ([redacted] was present and current has a contract service with ADT).  The email also states you will receive referral awards within 30 days post installation - it's been since April. Protect Your Home needs to honor their advertisement and send me $200.  They also need to honor what their staff has told me several times - which they said - I would receive $200 gift card within 7-14 business days.  When Ms. Ana speaks of my loss of confidence, I actually said that the company needs to do as they advertise. I told her that most people wouldn't call several times to get the referral award, and I'm sure this is their reason for not awarding every referral award so they don't have to pay out - a total illegal scheme.  I told her if they did not honor their advertising that I would plan to switch security companies once my contract is up, since if they can't keep their word in referrals, who says they can provide good security?
Regards,
[redacted]

From: *** <***> Sent: Monday, July 10, 2017 11:40 AM To: info Subject: Re: You have a new message from the Revdex.com of Central Indiana complaint #***.   I apologize for this automatic reply to your email.   To control spam, I now allow...

incoming messages only from senders I have approved beforehand.   If you would like to be added to my list of approved senders, please fill out the short request form (see link below). Once I approve you, I will receive your original message in my inbox. You do not need to resend your message. I apologize for this one-time inconvenience.   Click the link below to fill out the request:   ***

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 have asked the company to please pull the tap for my original conversation where I signed up and asked for a camera along with my installation.  Defenders is contracted out to ADT I wanted ADT at no time do they explain to the customer that they are contractors and not corporate.  I did not receive the services that I asked for.  When I called ADT I specifically asked for a camera and I was told when the young man came out on June 22, 2016 that the cameras were on back order and I would get one when they came in.  I just found out on August 4, 3016 that I would have to pay an additional $299.00 if I wanted a camera.  Please have tem pulled my original request for my order my account number is [redacted]  I'm also just finding out that I was supposed to receive a $100.00 gift card that I did not receive.  This company is ripping people/consumers off

March 31, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  RE: [redacted]Complaint #[redacted]Account #[redacted] Dear Ms....

[redacted]: This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarm systems.We have been an ADT authorized dealer since 1998 that sells and installs ADTmonitored security systems. Once the security system is installed, the contractis then purchased, billed, serviced and maintained by ADT.      After revi[redacted] the account, Ms. [redacted] contacted us inregards to security on March 22, 2014. During the initial call the contractlength was disclosed in our terms and conditions of the call.   Additionally, she was informed of the contractlength on March 26, 2014. Our customer service representative, explained to herour contractual agreements are 3 years and the only state where the alarmcontractual agreement is 2 years would be California.  We also do have a valid signed contract onfile where it also discloses there is 36 month contractual agreement.   Her account also shows a past due balance of $ 140.97. Thelast payment ADT did receive was on December 10, 2014 in the amount of $93.98.Unfortunately, we are not able to honor her request to be released from her contract.If she chooses to cancel, she would be responsible 75% percent of the remainingbalance of contract.  We apologize for any inconvenience he has experienced.Please let us know if you have any additional questions or concerns.  Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com

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 relocated her alarm system and the technician left her unprotected. She also states that her signatures were forged onto the contract. She also has been contacted about the past due installation fee late into the night. She would like the charge waived and issues addressed.   I contacted Ms. [redacted] in regards to these concerns. She advised that the issue has already been addressed and resolved. She was provided an additional $100 Visa gift card which was sent to her to assist with the past due balance and alleged forged contract complaint. She said once she received it, she paid off the balance. The listed complaint about the forged contract was addressed internally.   In regards to the collection calls, the latest outbound call made was 7:51PM.   Ms. [redacted] was provided two more shock sensors at no cost on September 23, 2016. These items have been installed. 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 2, 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]filed by [redacted]. By way of background, Defender SecurityCompany DBA Protect Your Home is an Indiana corporation. We have been an ADTauthorized dealer since 1998 that sells and installs ADT monitored securitysystems. Once the security system is installed, the contract is then purchased,billed, serviced and maintained by ADT. After reviewing the account we show there was an installationappointment scheduled for February 28, 2015 to attempt to install the securitysystem however during the thorough protection walk through Mr. [redacted] became upsetand contacted the authorities. Additionally, his spouse apologized numeroustimes for his behavior and misunderstanding.  Our security manager was on the phone withthe technician for most of the conversation and the security advisor waitedoutside until the police arrived then removed our panel and put the old oneback up.  On March 6 Mr. [redacted] called in being very hostile with ourcustomer care as well branch manager, he wanted someone to hook up his touchpadback up. Our Branch Manager advised him we would come back out and hook up thetouch pad but that was it. Protect Your Home does not reprogram anothercompany's equipment after customer decides to cancel.  In regards to the damages he is alleging of his personalproperty, this is the first time we are hearing about this allegation ofdamages and after speaking to the branch manager per numerous conversationswith our technician there was no mention of any damages to the residence. Weapologize for any inconvenience or frustration that the customer may haveexperienced and we appreciate the opportunity to address his concerns.Sincerely,Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com  Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] No response was made to the fact that the phone representative told me, because they were running a special, the equipment would not cost me anything. It cost me $1806 - and the sales/tech rep who came to do the install told me that I was credited $1600 for equipment, as the special discount. This is very clearly NOT what I was quoted on the phone. I understand an additional monthly fee ($52 vs $36 quoted) for extra equipment and that I have signed to get the system installed. My objection is to the huge difference between the phone call pricing (free equipment) and the actual pricing (about $3400 for equipment, with about a 45% discount - very good, but NOT free). No reference was made to the telephone information, for which, of course, I have no printed or recorded proof. NOT a good practice.
Regards,
[redacted] [redacted]

January 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] 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 was advised he would receive a refund for returning items. After returning those items, he was advised he would not get the refund initially quoted. He would like what was originally told to him honored.   On December 20, 2016, Mr. [redacted] contacted customer service in regards to returning two keychain remotes. Mr. [redacted] stated that they were $129 apiece and wanted to know if he would get a refund for that amount. The agent advised yes. The agent failed to realize that one of those two keychain remotes were given to him for free as part of his promotion, so he would not receive a refund for an item he did not pay for. Since she did not catch this, Mr. [redacted] continued to schedule a downgrade. After it was completed, he was advised that he would not get the full retail amount for both items, thus causing this escalation.   Coaching has been sent in regards to this agent to ensure this mistake does not happen again. On December 29, 2016, Mr. [redacted] was offered an account adjustment of $293.69 and $150 in Visa gift cards. Protect Your Home honored what the agent stated and has resolved this complaint. I apologize if Mr. [redacted] was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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

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

October 23, 2014
 
Revdex.com of Central Indiana
151 N. Delaware St. #2020
Indianapolis, IN 46204-2599
 
Defender Security Company
DBA Protect Your Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240...


 
Re:                  [redacted]
Complaint No. [redacted]
Acct. No.         [redacted]
 
Dear Ms. [redacted]
 
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
 
We have researched into Ms. [redacted]’s complaint and located her account.  Our records show we installed her system back on July 5, 2014.  On July 11, 2014 we returned and installed 3 door/window sensors and 5 shocks sensors, at no cost to the customer.  Since then, we have not been contacted by the customer.
 
I did attempt to reach Ms. [redacted] on two different occasions and left my direct contact info each time.  No response was received.  However, I have shipped her $100 Visa out back on 10/15/14 and also provided a free keychain, per her request.  In order for Ms. [redacted] to obtain her free keychain remote, she will need to call our office to schedule a time to bring it out and run the signals for it.  She may reach our customer service at 1-800-689-9554.   
 
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

September 11, 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 is looking for compensation due system was not working properly.   Our records indicate that the consumer contacted Defenders on August 20, 2017. Ms. [redacted] informed Defenders of a contract issue and system concerns. Our records indicate on August 29, 2017 the consumer had spoken with an account service manager to schedule the service appointment for August 30th.   I reached out to Ms. [redacted] to offer compensation, but unable to provide any voice mail to inform of the compensation. I sent an email informing of the 2 months credit being issued on her account. Ms. [redacted] will receive $55.98 to the credit/debit card that was used on the sales call. It normally takes within 30 days to receive any refunds.   If Ms. [redacted] has any further questions, I can reached at 317-808-5561.   Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]