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.
First of all, I had no renter's insurance policy as same was not required of me.  Secondly, I did not own my home and therefore a homeowner's policy would not be helpful.  Last, I have given the dates of the multiple break-ins that have occurred.  The other party has equal access to these records as they are a matter of public record.  No one in their right mind would make up a story about someone breaking in their home and involve law enforcement in the process unless the incident actually occurred.  Last, but not least,  their policy was that they had to come out and inspect the service in my home as to why it was not working.  They came out, inspected, and I even bought two additional window sensors and a hidden camera.  The following week, someone broke in my house again while I was sleeping and turned my heat all the way up to 89 degrees.  The system was armed and no one was ever notified.  I woke up in horror to the fact that someone had been in my house and filed yet another police report.  This company is committing fraud.  The term "quid pro quo" comes to mind, of which they apparently and so clearly do not understand or have any intention of abiding by.  They cannot sell me a service of which they do not stand behind to support or commit services toward.  The response I have been given on multiple occasions upon calling their office is that they are not responsible for any break-ins.  Why in the world would anyone agree to a service to protect their home if there is no guarantee the home will be protected and law enforcement will be notified should a break-in occur?  Therefore I find the activity fraudulent and have notified my bank who is currently contesting subsequent charges made to my bank account after said break-ins occurred.  Should this party wish to take this matter to Court, I feel confident I would prevail on same.  Sincerely, Sarah [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.Defenders credited my account for 52.99 on March11th. Then debited it for 47.91 on the 27th. Still charging me incorrectly. The contract amount is 44.00. I will proceed with legal actions since I am being billed incorrectly and my contract is not being honored.
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.
I received Adt counter offer to me today and I pressed reject before I left the reason why.  My reason is …I had spoken once before to Crystal France before I filed the Revdex.com complaint and she told me that she was going with tech Broderick’s account of what happened. She called me yesterday and left a message, I called her which she did not answer and left a message for her to call me back, which she did not.  She stated that Broderick stated he would not even know how to calculate 75% of my contract, which he only stated when I asked about canceling that it would be 350.00 flat fee.  Whether he did not know, I don’t know but he should have not told me this if he did not know.  I have my daughter as a witness she was there during the install, which I told Crystal this, which she was uncooperative and stated she would not work with the amount that it still stands. I never received the terms and conditions like she stated I did,  Broderick on sent me the email of what I signed on the date of the installation…it did not include the terms and conditions, so I never saw the 75% on that day of the install.  All that Broderick sent to me was what I signed for and the visa card that I was to get…not the terms and conditions and he did not tell me about that either…Crystal is not speaking of the truth to this.  I only saw the terms and conditions when I went to cancel and heard for the first time of the 75% of the contract.  I asked to be sent everything I signed and this terms and conditions.  When I received it via email, there were papers plus the terms and conditions that I had not seen before on the date of install, these were not shown to me by Broderick.  I will pay the 350.00 that was stated to me, but I will not pay the counter offer of 821.34.   I think it is fair, considering that a tech did not have the knowledge to quote a 350.00 fee, instead of the 75%...he should have had the proper training. Thank you [redacted]      
Regards,
Rosa [redacted]

November 17, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. dba Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint No. [redacted] 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, Mr. [redacted] states that his services were originally installed with [redacted] and was relocated by Defenders Inc. He is being held to the original contract termination charge although he relocated his services. He would like this balance waived and have his credit restored. Protect Your Home would like to request that the complaint be rerouted to the original authorized dealer [redacted]. Protect Your Home has been waiting on invoice from [redacted] to settle the account. Up to this point, we still have not yet received the invoice from their company for a dealer settlement. Protect Your Home has agreed to pay [redacted] $350 to close the account. I apologize if Mr. [redacted] has been 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]

April 25, 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 did not accept my response for a couple different reasons. His first reason was due us being an authorized dealer of ADT and him not making the connection until after the installation. He believes that since he did not make the connection, it should be warranted as misinformation. He states that his wife was offered the perks and he was not made aware until after the fact. He states that the phone calls are not being properly reviewed. He would like the account cancelled without penalty and have the equipment removed. Lastly, he would like any adverse remarks on his credit removed for his debt with Defenders.   His account is not currently with an outside collections agency, so at this time there should not be any negative marks on his credit from Defenders. In regards to the smoke and the motion detector, they have not yet been installed. I offered to have them installed, but he said no. The devices are still available for installation at no cost. This Visa gift card was mailed to Mr. [redacted] on April 12, 2017. I am not able to explain why Mr. [redacted] was not aware of who were until after the installation. This information was presented to him before the time of installation and our information is listed on the contract as an authorized dealer of ADT. I contacted ADT in regards to the familiarization period to inquire about his concerns. According to ADT. He was placed on familiarization period at the day of installation and it expired midnight of that day. His system had to be placed on test in order to install the equipment. There is no record of him being on a familiarization period after the date of installation. At this time a release from contract is still denied. I apologize for any inconveniences this may have caused.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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.
I am not happy with this month long delay. I was promised next day install. And they made me pay 100 for install and they promised a gift card back and did not give it to me. I want the install fee refunded to me
Regards,
[redacted]

August 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 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] submitted this complaint because her installation was not completed in a timely manner with an exterior camera. Her ideal resolution is to be released from the contract without penalty including an equipment removal.   Ms. [redacted] entered into a contract with Protect Your Home on July 7, 2016 to install a basic alarm system with camera capabilities. The exterior camera was not installed as it was on back order. The camera installation was to be completed on July 15, 2016 but the technician did not yet have the cameras and instead downgraded part of her system by removing a few devices for a refund. [redacted] does not currently owe for any more equipment payments. An escalations representative had a credit added to the account so that no further payment is needed for the equipment. Ms. [redacted] in the end has only paid $785.18 for the equipment currently in her home.   There is currently a scheduled service appointment for August 23, 2016 to downgrade her service to the burglar alarm system without video capabilities. This will in return lower her monthly bill. I made a couple attempts to reach Ms. [redacted] to further understand her complaint and offer a complete resolution. I was unable to make contact but was able to leave behind my contact information. Should she not accept the downgrade tomorrow to resolve her complaint, she can reach me at the information I provided. Since there appears to be a resolution pending, a release from contract will not be approved at this time.   I apologize if Ms. [redacted] has been inconvenienced and appreciate the opportunity to address her concerns.   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.  I will wait until receipt of the funds,  for the business to perform this action and, if it does, will consider this complaint resolved.
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.
[Provide details of why you are not satisfied with this resolution.]
I am still waiting for someone to accept responsibility from ADT
Regards, 
[redacted] E [redacted]

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] Acct. No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Mr. [redacted] states that his rate has not yet been adjusted to $27.99 and the initial quoted equipment cost is not what he was charged. He would like his rate adjusted and refunded for what he over paid.   Mr. [redacted] contacted Protect Your Home on January 23, 2017 in regards to an ADT monitored alarm system. He paid $108.16 for the installation and scheduled the installation for January 24, 2017. The system was installed on January 24, 2017 and he was set up with a 36 month contract at $52.99 a month. This service has upgraded features that the $27.99 rate does not offer. This rate includes cellular uplink which allows a cellular connection to ADT via cell towers. It also includes Pulse Tier One which allows access to the alarm system though a smart phone, tablet, or computer. Lastly, it includes ADT’s limited extended warranty known as the quality service plan (QSP). The rate of $27.99 does not include any of these items and requires the alarm panel to be installed near the landline.   A downgrade was completed on January 31, 2017 to lower his monthly rate to $27.99. Normally, a new paper contract is collected and processed within two billing cycles. Since the paperwork was never received, I had and econtract sent to Mr. [redacted] through DocuSign to resign and submit. He signed it today, so his paperwork should be processed soon. It can take up to one billing cycle in order to see the proper credits applied.   I offered to reimburse $68.33 which is the difference of $228.33 and $160. Mr. [redacted] states he was initially quoted $160, so I entered a refund for the difference. I requested that he alow 30 days for that refund to be processed. He accepted this offer. 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]

January 2, 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 was advised her services could be “frozen” should he need to pause her service due to construction. Now, she is being advised otherwise and is being quoted a termination charge to end her service. She would like the cancellation fees waived or be given the opportunity to put her account on hold during the construction of her new home.   Ms. [redacted] initially called for service on December 5, 2015 in regards to an ADT monitored alarm system. I went back to this initial call to review for misinformation. I did discover that the sales agent was off process and confused the movers program. Protect Your Home does not allow an account “freeze” where the billing is paused. The billing will continue until the services are relocated. When listening to the call, this was not properly explained. Due to the misinformation, I have allowed a full release from contract without penalty. Ms. [redacted] was satisfied with this resolution. I was going to submit coaching for this agent, but it appears he is no longer employed here. This call was placed over a year ago. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be somewhat satisfactory to me.  Nothing came in motion until I sent a letter to Jim the CEO thanks to him but I still think their Customer Loyalty is a joke.
Regards,
[redacted]

July 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] Acct. No. [redacted]                   Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Mr. [redacted] states that he would like to be refunded and the account cancelled without penalty. He states that he was only offered a partial refund.   I spoke to Mr. [redacted] myself and offered a full refund. I told him that I would need to conference ADT into the call in order to cancel the monitoring agreement and to request the refund. I told him there should not be an issue with getting the refund, but we need to speak with ADT first to start the process. He would not allow me to do this because he wanted it in writing first that ADT is going to refund him. I told him that we need to talk to ADT first before that can be done. I am not able to speak on behalf of ADT. I told him that I would be happy to send him a confirmation email after the conversation with ADT takes place, but he again said no. Since I was unable to do what he requested, he said he would call his son and call back. No contact has been made since. At no point did I tell Mr. [redacted] that he would only receive a partial refund, I just told him that I could not put ADT’s refund in writing until we spoke to them and made them aware of the cancellation first.   As soon as he is ready for me to process the cancellation with Defenders and ADT, he simply needs to contact me to get this process started. We can get his refund submitted and system removal scheduled at that time. Until then, his account will remain active.   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.  This resolution did resolve the issue of the charges and I appreciate your customer service agent Tiffany who assisted me and provided the necessary update to make sure that the issue was taken care of.However, I don't believe that ADT has sufficiently address my concern of- sales tactics and pressure sales- lack of ownership. While these are not 'financial obligations' on part of ADT, I believe that customers are grossly inconveniened and "harassed" by this method of conducting business.  I have also addressed some addtional concerns with Tiffany related to the 'spirit of the contract" vs the "legal side' of a contract.  Your company ADT, is in the business of protecting indivdiuals and families and when  you come across with a perceived predatory behavior, you lose my credibility.  I am on the hook for 3 years, but I would never want to continue doing business with you!Regards,
[redacted]

May 19, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  Re:  [redacted]Complaint No. [redacted]Acct. No. [redacted]  Dear Ms.[redacted]: This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defender Security CompanyDBA Protect Your 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.  In review of the account rebuttal Ms. [redacted] wasadvised every time she called in that she would need to allow a securityadvisor an opportunity to resolve the sensor issue. Ms. [redacted] spouse wasalso informed when he contacted Protect Your Home that we would need to schedulea service appointment to attempt to resolve the issue.  Neither Ms. [redacted] nor her spouse wouldallow a service appointment to be scheduled.  Ms. [redacted] account is currently in jeopardy ofcancellation due to non-payment. Cancelation is set for June 3, 2015 since ADThas not received a payment since December 21, 2015.  We are willing to lower her termination costfrom 75% at $1170.35 to 50% at $780.23. I have also emailed Ms. [redacted] toinform her that we would need the opportunity to address the concerns before theaccount gets cancelled for non-payment.  Ms. [redacted] has also been advised if she does notallow us to resolve the issues she would be held to the termination cost.Again, we apologize for frustration that the customer may have experienced andwe appreciate the opportunity to address her concerns.   Best Regards, Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.[redacted]@protectyourhome.com

August 14,2015 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], This letter is in response to the complaint #[redacted] by [redacted].  Byway of background, Defender Security Company DBA Protect Your Home is anIndiana corporation that specializes in selling residential alarm systems. Wehave 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.  We were able to review the account and initial sales callfor Ms. [redacted] account.  Afterreviewing the phone call from August 8, 2015, we added $150.00 in equipmentcredit due to misinformation provided. We spoke to Ms. [redacted] and she agreed to complete the installation ifwe can accommodate the monthly monitoring rate of $36.99.  Because the monitoring rates are billedstandardly based on the type of service received, we have asked ADT to switchthe account billing from them to us. Once they do so, we should be able to honor the request for a lowermonthly monitoring rate.  We regret any inconvenience this customer may haveexperienced. Please let us know if you have any additional questions orconcerns.Sincerely, Cierra C[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: Cierra.c[redacted]@protectyourhome.com Office: 317.[redacted] Tell us why here...

November 27, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  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 to cancel the contractual agreement, the services to be removed from the premises, and a full refund.   After reviewing the account, I should the consumer was released from contract on 11/16/17 and the system was removed on 11/21/17. The customer was advised by my colleague on 11/16 that no refunds would be issued.   If the consumer would like to discuss this further, I can be reached directly at 317-860-6797. My sincerest apologies for the inconvenience and appreciate the opportunity to address the concern.   Sincerely,   Emily B[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

March 14, 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] would like released from the contract without penalty because she has been experiencing communication errors with her Pulse system.   Ms. [redacted] initially started service on February 23, 2016. She had Pulse level two which included camera capabilities. The first service appointment in regards to this was completed back on March 25, 2016. There was another two appointments schedule for the same issue on May 7th and May 9th 2016.   She called in on March 6, 2017 to request cancellation due to the camera issues. Since it had been awhile since the last service appointment, we requested a final service to verify that this issue could not be resolved. She was advised if they could not be resolved, we would allow a cancellation. The appointment was completed on March 7, 2017. I am unsure if she made an attempt to contact us after the appointment. There is no documentations on the account.   Due to this complaint, we were able to contact ADT and verify with that the camera is offline again. Since the issue has persisted, we are going to allow a release from contract without penalty. There will be no refunds or system removal. An attempt to contact the customer was made, but there was no answer. She was left my contact information. She will need to call me in order to process the cancellation at 317-810-0451. If she cannot reach me at that number, she can email me at the information below and I can call her back. I apologize if she was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution. It is important that she contact me as soon as possible because ADT has planned to purchase this contract on March 29, 2017. Once ADT has purchased this contract, it will be up to ADT whether or not they will allow a release from contract. I would hate for her request to be denied. Thank you,     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 have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I apologize for the delay in responding and hope you will take my response into consideration.  I spoke with Crystal on Friday night.  She was very nice and we spoke for an extended length of time.  I explained what had transpired from my initial phone call and what was discussed, promised and agreed upon when I signed my contract.  She reiterated unfortunately what was conveyed through a customer service rep what manager DeAndre was able to offer me at this point in time, which was one outside camera provided by ADT, not Defender.  If I wanted any additional outside cameras I would have to purchase them directly from ADT at $289.00 each   Crystal was very accommodating and nice on March 17th.  I asked what would be our refund if we downgraded our contract and took the camera package off the table, since downgrading should have only cost us $99 plus tax.  Crystal tried calling over to billing to find out but that department had already closed.  She said she would try them on Monday, but to go ahead and sign my contract to downgrade.  I asked if I still had  three business days from the 18th to cancel.  She said no, but if the figures didn't add I had already sent my cancellation request and to contact her directly and she would refund me all the money that was taken out of our account to date.  Since, Defender keeps "verbally" giving us these promises/guarantees, and then changing their story, I thought it best to cancel the March 18th appmt until I was able to speak with Crystal on Monday. I rescheduled for March 22nd at 5:00 pm figuring I would have spoken to Crystal. When I rescheduled I noted I would not get home until 5:00 pm and to make sure the tech was aware of this.  I left Crystal a voice message on Saturday to contact me on my cell phone, which is linked to my account. No response.  I called her on Monday afternoon and left another message.  No response. On Wednesday I left her four messages trying to get in touch with her before my appointment on the 22nd.  No response.  I called to cancel the appmt and was told the tech was out at 3:42 pm and again at 4:10 pm.  I told the rep that I noted I wouldn't be there until 5:00 pm.  She said unfortunately nothing was noted and the rep was on another appointment.  I rescheduled for Saturday between 10-2.  Saturday I called about 12:00 noon to see if they knew when he would be out and was told my appointment was canceled.  I asked why and was told they left a voice message to confirm Saturdays appointment and they didn't get a call back from me.  NOTE:  The phone number on file is my cell phone which is linked to our security system, they were calling the home phone and never called my cell.   On a previous call I gave my house number I was told that number was not the number on file and was asked if there was another number linked to my account.  It was my cell number they said they used for contacting me.  We do not check our house line regularly, and Defender never called or waited for confirmation when either of my two previous appointments before coming out.  I am now rescheduled for Wednesday, March 29th at 5:30 pm.  Crystal wound up calling me about 6:00 pm.  She said she never got my on Saturday, but did not get my message on Monday.  I asked about the amount of my refund if I downgraded and they took the inside camera and hub out.  She now told me they couldn't calculate it until the equipment was out and that it would take 2-3 billing cycles for Defender to make any refunds and ACT the same for the monthly billing fee they based on a "camera" plan.  Being skeptical at this point I asked her what if Defender doesn't refund money, she told me I could follow another complaint with the Revdex.com of some Fraud complaint. She was not so nice this time.  I also had a co-worker who was interested in getting an alarm system in Philadelphia and contacted ADT and was still  promised outside cameras.and this was just within the last week, so their customer service reps are still promising equipment they do not install in our area.  At this point, since all the sensors are already installed in our home I would like to keep the basic alarm system without the camera package and I would like something in writing with the amount that will be refunded to me back to me before signing another contract to downgrade.  Regards,
[redacted]

April 24, 2017Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defenders Inc. DBA Protect Your HomeDBA Protect Your Home3750 Priority Way South DriveIndianapolis, IN 46240 Re:  [redacted]Complaint No. [redacted]Acct. No. [redacted] Dear Ms....

[redacted],This letter is in response to the complaint #[redacted] 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. Mr. [redacted] (the account holder’s spouse) filed a complaint due to the marketing offer he received from Defenders. The day of the installation our Security Advisor explained to the customer that a landline phone is required to receive the discounted monthly monitoring rate. Our Security Advisor called the day of the installation and one of our sales representatives explained to Mr. [redacted] that a landline is required to receive the $27.99 offer. The sales representative gave Mr. [redacted] a Visa gift card and additional equipment credit to save the deal.  We immediately fulfilled the Visa Gift Cards for Mr. [redacted] and he will receive them in 17-21 days. We also added a credit to his account for $290.52 for the additional equipment installed in his home.  We did reach out to Mr. [redacted] to explain the offer. Ms. [redacted] stated, Mr. [redacted] was not available and asked me to call her back in order to explain the resolution to her spouse.  We apologize for any inconvenience this issue has caused Mr. [redacted] and welcome the opportunity to assist him with this issue.  Sincerely, Virgie H[redacted]Manager of Security Customer Care OperationsProtect Your Home ADT Authorized Premier ProviderOffice: 317-957-3874E: [email protected]