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.
The camera compatibility was a question that I had from the beginning and each time I asked the question of the ability to upgrade I received the response that camera install would not be an issue with the system installed.  However when I called ADT to request the camera install only a month after the system was installed they responded with the fact that I would need a different system, or I would need to pay for hundreds of dollars in upgrades in order to then pay for the cameras.  I was provided the equipment credit because the horrible customer experience that I had during my initial call to set up the install.  I called ADT about the install more than once and spoke to multiple agents.  I would like to know if all of the calls were monitored as it appears the individual who responded to my complaint only addressed the second contact and not the first contact. (where I am alleging abusive practices)  I called a second time to cancel the install and that is when a manager said we do not want to lose your business so we will provide an equipment credit.  When the technician showed up to my house he said I owed him hundreds of dollars and I let him know I did not want the install.  He then wrote some numbers on the paper and said I only owed 40.00 for the install.  Every step along the way I have had issues and the company cannot be straight forward from the beginning.  The first individual I spoke with to schedule the install was the one who offered the 100.00 gift card for what I had to go through.  I requested a Pulse system to be installed and to my knowledge Pulse is compatible with cameras, how can my system not be compatible yet on numerous occasions I was told it was compatible.  Stand behind your work and fix this issue.  I simply want a system that is compatible with cameras.
Regards,
[redacted]

February 25, 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 disputes MMR. Acknowledgement of Resolution: Offer Pending-In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our office has requested that client work directly via ADT Corporate in re of downgrade. Client brings forth “hearsay” matter between tech and himself. Unfortunately, we are unable to acknowledge any content of that conversation. Client is held to the contract (terms and conditions) in which he signed. We also have a credit card authorization on file that acknowledges client agreed to the charges. Client was also informed that the promo in which he called in on, is limited to landline compatibility. This information has been communicated to client as well. We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

March 7, 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 made it clear she was still in the home buying process and thought that proving her social security number was simply for record keeping.   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 after being informed that she needed to provide the last four of her social security number for a credit check. If she did not want her credit ran, she should have approved the credit check.   This was investigated by upper management and will not be re-opened. It was decided not to process a credit check removal because Ms. [redacted] approved the credit check. I attached the denial letter in my last response and mailed a copy to Ms. [redacted]. I apologize if she was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution. Any rebuttal to his issue will be responded to with a denial. No further action will be taken on this matter.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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 Ms. [redacted] has spoken to another loyalty agent and has rescindedher acceptance of the $300 visa card offer now claiming the contract was fraudulentlyinitialed. Ms. [redacted] does admit to actually signing the contract but iscontesting the initials on it, we have sent her the fraud packet for her tocomplete and return.  This will behandled through the other agent at this point as he is dealing with the fraudclaim. 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

May 27, 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 that specializes in sellingresidential alarm systems. We have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systems. Once the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT.  After reviewing Ms. [redacted]’s rebuttal our records indicatethere were five payments in which Ms. [redacted] disputed which is included for yourrecord. Also attached is the receipt showing the check Protect Your Home receivedon April 02, 2015 in the amount $165.60. We also included the two receipts of monitoring that were not disputedfor your records. Ms. [redacted]’s account was changed to monthly invoicing on May21, 2015. The invoice for July has not been generated yet, however should bemailed out on the billing date she selected.  The accounting office received the payments that Ms. [redacted] madeto ADT directly on March 25, 2015 in the amount of $166.32.  We received a check from Ms. [redacted] on April 2,2015 in the amount of $165.60 towards the outstanding balance, caused by thedisputes with the financial institution. Ms. [redacted] does have an outstandingbalance of $94.16.  We have waived thisowed balance on the account, due to the delay of funds being applied.Additionally, I have switched Ms. [redacted]’s billing to monthly invoicing so herbill will be $ 66.02 ($59.99 monitoring + Invoicing + $5.03(sales tax) =$66.02).  Again we apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns.Sincerely,Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.[redacted]@protectyourhome.com

October 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] Account 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] would like the account closed and outstanding balances waived. She also states she would like the account pulled from the third party collections agency and credit report corrected. Ms. [redacted] contacted Protect Your Home on November 1, 2014 in regards to having an ADT monitoring alarm system installed. The installation was completed on November 3, 2014. Our escalations team was contacted by Ms. [redacted] on February 11, 2015 in regards to the concerns with her account. After investigation, the representative approved a release from the contract and the termination charges. The stipulation was that there would be no equipment removal or refunds. Although the account was cancelled, the balance was still forwarded to third party collections. This should not have happened. Protect Your Home was not aware of this error until this complaint was submitted. Protect Your Home has notified to the collections agency to send the balance back and we will make sure the balance is waived. Any negative remarks to her credit will get adjusted. Please allow up to 30 days for the adjustment to be seen. 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]

January 2, 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 a refund for the installation fee.   The refund of the $106.67 was given back to the consumer on December 21st. I reviewed the phone call as well and it was advised that we would draft the payment and if for some reason we didn’t install the system, we would full refund the consumer for the amount paid.   If the consumer would like to further discuss this, I can be reached directly at 317-860-6797. I apologize for the inconvenience but appreciate the chance to address the concerns.   Sincerely,   Emily B[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I believe they answered to the complaint avoiding any responsibility, I have received my refunds from Protect Your Home or Defenders, whatever name they use. I attached a couple of pictures of how they left my home.  I find it hard to believe they meet ADT's marketing requirements, however; ADT appeared to be unconcerned as well.  The fact of the matter is I was not aware I was dealing with someone other than ADT, until I was in the cancellation process.  Lastly, the damage to my home was less than an inconvenience and the installer was not in uniform or a company vehicle, which triggered some immediate concern.
Regards,
[redacted]

August 8, 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]/ [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.   After reviewing the account I show Mr. [redacted] did call in to inquire on service for his mother and aunt on March 11, 2016. Our records reflect at the time of sales call Mr. [redacted] credit was ran which we later determined our agent did not have his consent to run the credit.  Our records reflect we removed the credit inquiry on May 17th and letters were sent out to Mr. [redacted] which I am attaching for your records. In regards to Mr. [redacted] name change I show he has been working with our escalation representative on several different occasions from May to recently. Our records show the names on the account were recently switched from [redacted] for the address of [redacted]. In regards to the address [redacted] reflects the name was recently changed to [redacted]. We have advised ADT to switch the names on the account and can take 48 hours for the monitoring center to reflect the name change on the account. We apologize for any inconvenience or frustration that Mr. [redacted] may have experienced and we appreciate the opportunity to address him concerns and reach a resolution.   Sincerely,   Ana D[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d[redacted]@protectyourhome.com

December 29, 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],  This letter is in response to the complaint #[redacted] filed by [redacted]s. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling December 29, 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]s Complaint No. [redacted]Acct. No.         [redacted] Dear Ms. [redacted],  This letter is in response to the complaint #[redacted] filed by [redacted]s. 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 Ms. [redacted]’ concern regarding the issues of being invoice billed, and then wanting to cancel the account.  After review of the account the customer did not contact Protect Your Home or ADT Corp. within the 3 day Right of Recession period which allows them to cancel without penalty.  I will be more than willing to set them up on invoice billing and issue the customer a check for the $36.00 which would be the $1.00 difference over the life of the contract.  In addressing the claim that the contact was forged, all of Protect Your Home’s contacts are signed by electronic signature.  This is done on an IPad that the technician provides and the customer “picks a font” for their signature, unfortunately; if the name on the contract is misspelled then the signature will also be misspelled.  We apologize for any inconvenience she has experienced. Please let us know if you have any additional questions or concerns. Sincerely,  Mandy H[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.
First time I see that contract. And that's not my signature. 
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.
it is not true. the installer was under trained that was sent and when he called for help the other installer act like he didnt want to be bothered and had told me  he couldnt separate my window and door sensors that were hard wired in the house. he installed the second keypad by the garage door he stapled the power cord along the wall and didnt even attempt to hide the wire then he left the poor guy on his own. who was in my home from 3P.M. to 10P.M. Jan. 20th and the system still wasnt working right. why would I trust you to come back in my home again.  also I have three business days by law to change my mind and it wasn't 24 hours when I cancelled my agreement with ADT that I signed and faxed, who also told me I had to the 25th of January to cancel my agreement.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and will wait until I receive my VISA gift card before closing out the account. It appears they have done this before and I prefer to ensure that this complaint stays active until I have received my card. I will calendar to have the card received within the 10-15 day time frame as noted by the customer service representative at Protect Your Home. Thank you. Regards,[redacted]

October 13, 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] Account No. [redacted]  ...

Dear [redacted]
[redacted] 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, [redacted] states that she did not get what was originally promised. She contacted Protect Your Home after the installation and was offered two more contact sensors to be installed, but she only received one. She also states she was offered two months of monitoring but has not received the credit. She did over pay the first bill and has not seen an adjustment made yet on her bill. Her ideal resolution would be to be released from her contract without penalty. [redacted] contacted Protect Your Home on July 14, 2016 to inquire about an ADT monitored alarm system. She was offered a rate of $27.99, two keychain remote, seven wireless contact sensors, a motion detector, and an alarm panel. She secured her installation with a $105.93 installation fee and scheduled it for July 16, 2016. [redacted] was installed and was entered into a contract with Protect Your Home on July 16, 2016. She had six contact sensors, a keychain remote, alarm panel, and a motion detector installed. She exchanged the credit of the seventh sensor and second keychain remote for a glassbreak detector which is more expensive. She did receive the credit provided to her for the installation. An escalation representative did add equipment credit for two more contact sensors to be installed on July 23, 2016. The technician installed a glassbreak detector instead of two contact sensors. This item is more expensive, so the credit was used accordingly for the device that was needed to best protect her home. The escalation representative did offer two months of monitoring back in the form of a refund. It appears she failed to add this check request, so I made sure to enter it for the amount of $55.98. It is currently pending payment. [redacted] has been contacted about a $30 permit fee, not a register fee. [redacted] is required by her local municipality to have a registered alarm permit. Protect Your Home is required to apply for the permit. The customer is sent an invoice for the cost of the permit. [redacted] signed a permit disclosure form at the installation. In regards to the overpayment of the first bill, she was charged incorrectly for $73.49 based on the wrong monthly rate. To make up for this, ADT did not charge her for August and only charged a partial amount of $24.48 for September. She was provided the credit necessary to correct her account for the overpayment. I have made numerous attempts to reach [redacted] to address her concerns and to assist with resolving her account. Unfortunately, a release from contract will not be approved as requested. I have not made contact with her yet but have provided her with my contact information. I apologize if [redacted] was inconvenienced with this process, but I appreciate the opportunity to address her concerns and help come to a resolution.   Sincerely,   Crystal [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]   Tell us why here...

March 12, 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 spoken to Mrs. [redacted] who advised that she will be moving into a home thatdoes not allow the installation of her security alarm system.  I have advised Mrs. [redacted] to fax me astatement from the landlord/owner of the property stating that she cannotinstall the alarm system and I would process a release from contract forher.  Once I receive this document Mrs.[redacted] will not be responsible for any early termination fees.  We will not be going to the home to removeany equipment or processing any refunds from Protect Your Home. 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...

February 5, 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 cancelled their account with Protect Your Home duringtheir 3 day right of recession period. Normally, per the contract, Protect Your Home does not repair any damageto a home due to the installation or removal of our security system.  I called the primary number on the accountand Mr. [redacted] answered, I asked to speak to [redacted] and he refused to providea contact number for her.  I am currentlynot authorized by the customer speak to anyone besides herself on thisaccount.  I called the secondary numberlisted as well and someone picked that phone up then promptly hung up.  I will be more than willing to offer Mrs.[redacted] compensation of $200.00 for the repair of the damage to her residence,however; she will need to call and accept that offer. We apologize for anyinconvenience he has experienced. Please let us know if you have any additionalquestions or concerns. Sincerely,  [redacted]Customer Loyalty RepresentativeCustomer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833

October 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] 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.   I do apologize for not being informed of the activation fee. However, this is a fee that cannot be waived. If you’re interested with the indoor cameras Defenders can further assist. For the activation fee, I can reimburse the funds back to you.   When doing a credit check, it does take a hit. If you approved your credit to be ran to see if eligible for the monthly monitoring I will not be able to send a request to Equifax to remove it. Can you confirm if you approved the credit check?   Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 26, 2015 [redacted]
[redacted]
 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...

[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 that specializes in sellingresidential alarm systems. We have been an ADT authorized dealer since 1998that 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 our records indicate Ms.[redacted] contacted our Marketing Partner- Trident Marketing on May 28, 2014.The basic promotion offered included a Keypad, three sensors, a motion and akey fob for $99.00. After speaking to our representative, Ms. [redacted] was ableto customize a package better suited for her needs and was offered anadditional three sensors and two additional key fobs. Ms. [redacted] and therepresentative also agreed to swap the motion detector in the basic package forglass break detector.  Ms. [redacted] hadthe system installed on May 30, 2014 and signed the contract acknowledging theadditional equipment which I have included for your records. Ms. [redacted] spoke to one of our escalationsrepresentative on October 24, 2014 in regards to the additional equipment thatwas installed and stated she was going to be moving and wanted to know theoptions. The agent explained to Ms. [redacted] the basic promotion and what wasincluded as well as the walk through our security advisor did at the time of installationassessing her residence to see what other items could be installed for the bestoverall protection. Our representative also explained that she signed thecontract acknowledging these charges which Ms. [redacted] confirmed. The agentexplained to Ms. [redacted] that if she relocated and opt not move system shewould be responsible for 75% of the termination cost.  Ms. [redacted] was not satisfied with theresponse our agent provided her regarding the move or the additional equipmentshe purchased. Ms. [redacted] stated that she would speak to her children andhave them review the contract terms.  Ms. [redacted] called back on November 6, 2014 and spoke toour customer service department stating that she was moving and felt she shouldnot have to pay the 75% termination cost. Our representative informed Ms. [redacted] that she would be responsiblefor the termination fee and provided the amount of $715.78 which Ms. [redacted]acknowledged. Ms. [redacted] called back November 10, 2014 and paid $620.34 toget out of her contract. Unfortunately we are unable to issue any refunds towardsthe equipment since it was purchased almost a year ago during installation and Ms.[redacted] acknowledged signing the contract and purchasing the additionalequipment. We apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address hisconcerns. Sincerely,Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [redacted]@protectyourhome.com    Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
The company took steps to offset the difference between the rate I was locked in to. That is agreeable. I appreciate your effort to mediate this misunderstanding.  I appreciate the company clearing this up prior to selling the agreement to ADT which would have given me no options.  I think transparency is really important. Advertising a rate and product then immediately installing something that is not what was advertised caused this problem.  Also, the "100.00" Visa is actually at my cost of 4.95 to ship and handle the redemption. The advertisement said 99.00 install would be offset by the 100.00 Visa but in fact that isn't correct. I've been compensated to account for this as well. I believe the disconnect between the [redacted]l and this company deserves a review for accuracy as well.  Thank you for addressing my concerns. 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]