DEFENDERS d/b/a Protect Your Home

June 12, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint # [redacted] submitted by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. In some instances, the account his billed by Protect Your Home and then later purchased by ADT who then takes over the billing.   In summary, Mr. [redacted] states that he attempted to redeem a Visa Gift card but it was denied both by [redacted] and Protect Your Home. He would like it honored.   Mr. [redacted]’s promotion did not include a Visa gift card although there are other promotions that do. He attempted to redeem the incentive although it was not a part of his promotional package or contract. The request was therefore denied. As a courtesy, I added one to his account. He should receive it within three weeks. 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]

December 22, 2015 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]   Dear [redacted]...

  This letter is in response to the Complaint #[redacted]. By way of background, Defenders INC.  DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   Summation of Complaint: Owner of complaint does not “agree” with the length of contract. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Owner of complaint under “express consent,” voluntarily provided contract signature. Their voluntary actions bind them to a “financial” duty relative to length of contract. Owner of complaint was provided access to the terms and conditions of the 36 month contract.  Failing to comply within contract’s three day opt-out period, contract holds as irrevocable (w/limited relief) and enforceable. Client brings forth a “reasonableness/ fairness” argument in regards to the terms and conditions of the contract. This is an unfounded claim, as client was given privy to the terms and conditions (during initial sales call/post install) of the contract. Client’s claim of not receiving calls is false, our records indicate numerous attempts at reaching client via voicemails, with no return calls. Client’s MMR represents her service based on not having landline compatibility. ADT has not cancelled client’s account w/o penalty, in fact, they have forwarded her a letter stating that she is cancelled but bound to the 75% BOC. ADT’s collection department will continue to contact the client to collect any owed charges. Both ADT and Defenders, have clearly communicated this to the client. Any further billing issues should be directed to ADT corporate, as they handle matters of billing and charges in regards to client’s account. They can be contacted @ [redacted] (Option 1- billing). We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory.   Defenders phoned Mrs. [redacted] on April 20 to provide similar information, which responded to our complaints.  Satisfactory resolution is based on the following elements:  1) Refund of the mistakenly charged 144 dollars; 2) credit for the three previously-billed monthly charges (in a ten-day period at the end of January) that brings our account to zero as of April; 3) new billing to begin in May, to be paid with traditional checks in the mail, at roughly 50 dollars per month.We still are concerned that ADT and Defenders seem to pass issues and responsibilities (or blame, as the case may be) back and forth in a manner that is confusing and prejudicial to customers.  We will continue the contract in the hope that they resolve this matter and provide us with accurate information regarding billing and services.  If not, we will request a cancellation and waiver of any early-cancellation fees. 
Regards,
[redacted]

Marc 22, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re: [redacted] Complaint # [redacted] Account # [redacted]   Dear Ms....

[redacted],   This letter is in response to the Complaint #[redacted]. By way of background, Defenders INC.  DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   Summation of Complaint: Owner of complaint requests account cancellation. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our office has reviewed the matter and see that an Escalations Representative has attempted to contact you. To date, they are awaiting a return phone call. We ask that you contact Crystal at your earliest convenience to negotiate a viable resolute.  However, to brief on a few of your points: All advertisement and initial sales call, explicitly state that we are an “authorized ADT dealer,” therefore, you were given privy to the information from in a timely fashion.The initial sales call includes a pre-recorded message that was played and states contract has a timespan of 36 month or 24 month (California residents). This information is also included in your contract.We have many attempts to schedule a service appointment in a timely fashion. Client would need to re-schedule a service appointment in re of system issues. Please refer to Article 27 of the contract in which it outlines matter of system issues. In summate requires 3 “same service” appointments, then a Service Manager deeming the system inoperable. Client would need to comply with this process in its entirety. As previously stated, client can follow up with Crystal in our Loyalty Department to further discuss the complaint. We apologize for any inconvenience this matter has contributed.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

October 20,
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 # N/ADear
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.In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations. Customer
has been added to our Unsubscribe listings (e.g. no call/contact). We ask that
the customer allows up to 30 days for all systems to process this data and
comply.We have
given this matter our most prompt attention and extend an apology for any
inconvenience contributed.Tell us why here...

March 18, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint #[redacted] Account # [redacted] Dear [redacted] This letter is in...

response to the Complaint #[redacted]. By way of background, Defenders INC.  DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. Summation of Complaint: Owner of complaint refutes process in re of camera installation. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our office has thoroughly researched the matter and find that, client has been previously informed of the process. Client would need to pay the activation fee of $299.99. Thereafter, we would refund that amount. Client is advised that the MMR (monthly charges) would increase to $65.99. The increase in charges is non-negotiable. Relative to wi-fi, our cameras are wi-fi compatible be we do not offer “free” wifi. The $100 Visa incentive has been forwarded to client and, should arrive within 14 business days from date of this letter. Client can contact our Customer Care Department to schedule an install appointment and remit the $299.99 payment. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,I just want them to explain why they charged me. It is confusing their customers why have different amounts?Thanks!
[redacted]

June 19, 2017 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   RE: [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint #[redacted] submitted by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, Ms. [redacted] states that she cancelled within her three day cancellation window. During the system removal, the technician offered to discount her equipment 50% and stated that if she returned additional items, her cost could be lowered to $1,200. After this was complete, she found that her refund would only be $1,430.20. She would like the remaining amount refunded to her. I looked into the account and found no documentation that supported her claims. Our technicians are not able to offer a discount/refund more than 50% of the total bill. It is usually and either or situation which is a discount or a system downgrade, not both. I attempted to contact the customer to discuss in more detail and left a voicemail. I am open to speaking with to figure out what happened, but at this time no further refunds will be due. I apologize for any inconvenience this may have caused.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 1, 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 the account holder did call in regards toflyer.  We confirmed that she receivedthe basic package for $99.00 and a visa card was placed on her account.  The flyer does disclose the “$100.00 Visa Gift Card fulfilled by ProtectYour Home through a 3rd party provider, MPELL upon installation ofsecurity system. Shipping and Handling fees applies. ”  The account holder contacted us on March 19 regardingreferral and invoicing. She was advised that in order to receive the referral,she would need to call in on particular number that is left in the installationpacket that is left at the time of installation on how to redeem the referralcodes.  In effort to resolve thecomplaint the agent offer to immediate fulfill the visas of $100.00, $50.00,(2) $75.00 VISAS. The account shows those were mailed out on March 23 to theaddress we have on file.   We also show that Ms. [redacted] is currently set up oninvoice quarterly invoicing.  She shouldhave already received her invoice for the quarter. In regards to the additionalcharges. she did get charged for equipment upgrades on the account that arebeyond the offering on the initial flyer. We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns.  Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com  Tell us why here...

December 11, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint # [redacted] Account # [redacted] Dear [redacted] This...

letter is in response to the Complaint #[redacted]. By way of background, Defenders INC.  DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. Summation of Complaint: Owner of complaint does not “agree” with the length of contract. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Owner of complaint under “express consent,” voluntarily provided contract signature. Their voluntary actions bind them to a “financial” duty relative to length of contract. Owner of complaint was provided access to the terms and conditions of the 36 month contract.  Failing to comply within contract’s three day opt-out period, contract holds as irrevocable (w/limited relief) and enforceable. Client brings forth a “reasonableness/ fairness” argument in regards to the terms and conditions of the contract. This is an unfounded claim, as client was given privy to the terms and conditions (during initial sales call/post install) of the contract. We are in no positon to confirm or negate private matter conversation between client and sales technician. A text message from a service technician, is not substantial to triumph or “override” a contractual agreement. Client is explicitly held to the “words” contained in the contract and the clauses thereof. In re of a 6 month guarantee agreement that is provided by ADT corporate during their install. Client was installed under the terms and conditions of the contract supplied by DEFENDERS, therefore, should refer solely to that agreement. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here...

May 20, 2015Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  RE: [redacted]Complaint # [redacted]Account # [redacted] Dear Ms....

[redacted]: This letter is in response to the complaint # [redacted] filedby [redacted]. By way ofbackground, Defender Security Company DBA Protect Your Home is an Indianacorporation. 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.Mr. [redacted] had the security system installed on November15, 2015 he authorized additional equipment to be installed in the amount of $1874.08.   Mr. [redacted] opted to have the equipmentpayment split into four equal payments, each in the amount of $468.52.Theinitial payment was made on November 15, 2014. The remaining payments were scheduledto be deducted on the 15th of every month for the next three months;the remaining three equipment payments were declined.  The schedule of protection has been attachedshowing the equipment that was installed.After reviewing the account, our records indicate Ms. [redacted]contacted Protect Your Home’s customer service department on November 24, 2015to go over the charges for installation. The customer service representativetold Ms. [redacted] to check the email address and download the contract thatwas emailed to them. Ms. [redacted] stated that she would have her husband Mr. [redacted]go over the charges. Ms. [redacted] contacted the customer service departmentthe following day regarding the equipment charges again and conferenced Mr. [redacted]on the call. The agent explained the $99.00 activation fee and what wasincluded in the basic package which Mr. [redacted] acknowledged. The agentexplained that any equipment installed outside of the basic package constitutesadditional charges which Mr. [redacted] acknowledged as well.  Mr. [redacted] asked if it was possible toseparate the payments into more than the four, and the agent stated that four wasthe most we would be able to do.  Mr. andMrs. [redacted] both asked the agent around what date the equipment payments wouldbe deducted and the agent did inform both of them that the payments would bededucted around the 15th of every month until the equipment is paidoff.  Mr. and Mrs. [redacted] also hadquestioned the cameras function on this call as well. Our records indicate that on December 18, 2015 we received acall from ADT where Ms. [redacted] wanted to inquire about the draft date onthe equipment charges and the amount. The customer service agent told Ms.[redacted] that the draft date was around the 15th and the amountwas $468.52. In regards to the system issues our records indicate thatour security advisor went out to the residence on January 9, 2015 to addressthe cameras going offline which we resolved. The records also show anotherservice appointment on February 12, 2015 for the radio failure which our securityadvisor went out to address. ADT Corporate also ran a service appointment onApril 15, 2015 to address the cameras going offline. The ADT technician replacedthe front camera as well as added an extender. We have also reviewed thehistory with the ADT monitoring center and show that other than the issues thatservice appointments corrected; ADT monitoring has received the scheduledmonthly timer tests reflecting the system is responding.  ADT monitoring does show one alarm event backon December 15, 2015 but the master code was entered accordingly.  We show our collections team did speak to Ms. [redacted] onMay 1, 2015 in regards to the outstanding balance of $1405.56 due to equipment.Ms. [redacted] advised the collections representatives that she was going tocancel the account and the representative explained to her that if she cancelsshe would be held to the 75% termination cost. Ms. [redacted] disconnected beforethe balance of contract amount could be provided to her. In effort to resolve the complaint, we are willing to waiveone equipment payment of $468.52 but the customer would still be responsiblefor the remaining $ 937.04.  If customerdoes opt to cancel we will be holding him to the 75% termination cost plus theoutstanding balance of $937.04. We apologize for any inconvenience or frustrationthat the customer may have experienced and we appreciate the opportunity toaddress his concerns. Sincerely,Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com

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 pending this is marked PAID IN FULL and removed from my credit history.  Should this be assured in writing and assured that this will not reflect on my credit in any way I can accept this.  Please respond to confirm this will be done--I would prefer that the item be removed from my credit prior to supplying the payment to the agency to ensure that it is fact done.
Regards,
[redacted]

March 9, 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] ([redacted]r, account holder) Complaint No. [redacted]Acct. No.         U387234605 Dear Ms. [redacted],  Thisletter is in response to the complaint #[redacted] filed by [redacted]By way 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.  I have researched this accountand found Ms. [redacted]r’s account has been assigned to another agent in thecustomer loyalty department, and that agent has begun the researchprocess.  Please allow up to 72 business hoursfor contact from date of receipt. 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...

August 28, 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.   Our records indicate that the consumer concerns has been resolved. The consumer requested outdoor cameras, but during the installation the technician installed indoor cameras.   On August 25, 2017 Defender serviced the consumer to have the indoor camera’s removed. On August 30th ADT Corporate will be installing outdoor cameras at no cost.   Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

see attachment

February 16, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint # [redacted] Account # [redacted] Dear Ms. Richardson, This letter is in response to the Complaint #[redacted]. By way of background, Defenders INC.  DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. Summation of Complaint: Owner of complaint alleges grounds for release of contract, and/or monthly charge reduction. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Per voice confirmation and system notes, we find no materials to substantiate client’s “alleged” complaint. Client was installed on 7/17/15 and he contacted our office on 7/28/15. It was explained to client that his “3 day rights of rescission” period had elapsed and moving forward with a cancellation would result in a financial penalty. This information is provided in client’s contract in which his signature presents as “reasonable” interpretation of terms and condition. During initial sales call (prior to installation), client was granted privy to the contract agreement as well. As a diligent effort to resolve the matter, our Escalations Department immediately contacted client with feasible alternatives for negotiation. This cycle of communication took place between 7/28-11/17. Our system notes show several attempts of contacting client (and leaving a voicemail) without prompt follow-up on the part of the client.  During the 30 day time frame to downgrade, client was contacted on 7/29 & 7/31 (voicemail message left each time). Client did not return our calls until 9/23. This dates exceeds the 30 day time period for an installation downgrade.  Client then alleged he was not in receipt of a contract and had not signed any form of documentation. Per review, we have a signed contract on file and further research negates client’s statement, as he was provided a copy of the signed contract. Client continues to pursue the matter of system downgrade, despite previously being communicated that this is no longer a viable option.  Client designs an argument that he was told via sales technician that his MMR would be $36.99 (this quote reflects landline compatibility).  Client should be advised that, we are in no position to confirm or negate any private matter conversation. Client’s actual MMR is $58.99. The discrepancy in price is due to client’s false claim that he had a landline in his home. Per voice confirmation, our recording confirms that client admits to having a landline, therefore, confirming the quote of $36.99. However, future contact with the client (10/4), negates this statement as client communicates he does not have a landline phone, therefore increasing the MMR. Client’s MMR increase is also due to the installation of camera/video features. Additional notes reflect our continuous effort during the month of July, to reach resolution with client, but to no avail, as client did not return any calls until the month of September. Please be advised, that clients false statements via voice confirmation, results in his increase in MMR (monthly monitoring charges).We have also resent the $100 Visa, we ask that client allows 14 business days for review. Our records indicate the card was shipped on 1/26/16. Without allowing service attempts, client could not be cancelled w/o penalty. Voluntary cancellation would hold the client a responsible party to the 75% BOC. All facts presented are true and accurate in account, we request that this matter be considered closed, as we have exhausted possibilities in resolve. Despite requests, client has failed to contact our office to schedule a system appointment in re of any trouble-shooting. We apologize for any inconvenience this matter has contributed. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

February 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 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, Mr. [redacted] states he was sold on a particular touch screen keypad that was supposed to be installed with his alarm system at no cost. After waiting weeks for the part to arrive, he was then quoted a $299 activation fee to have this device installed. He would like this activation fee waived and for Protect Your Home to make it right.   Mr. [redacted] was assured that he would be able to get this special panel at no cost during the installation December 8, 2016. Protect Your Home does not carry this particular panel in stock, so it had to be special ordered. Since this panel is rarely installed, the agents did not know to advice of a $299 activation fee for Pulse level 2. After talking to Mr. [redacted] and with the field, I found that this charges is not something that can be waived. I apologized to Mr. [redacted] because he was not told earlier on. I offered to refund him after he pays the activation fee. This fee is something that cannot something be waived, so this was the only alternative. Mr. [redacted] said he wanted to see this in writing, so I send him an email confirming my resolution offer. He said he would call back to schedule the appointment to have the panel installed after he received the resolution offer in writing. I am currently waiting on that call back. 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 have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

February 10, 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 is indeed due a referral for $200 due to herreferring a friend to sign up with Protect Your Home.  I apologize that this has not been handled ina timelier manner, however; I show the 1st notification we receivedwas on 1/14/2015.  I show that the checkrequest has been entered and I have asked my manager to have thatexpedited.  Ms. [redacted] should receiveher check within 10-15 days, if it has not arrived in that time frame pleasefeel free to contact me directly. 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...

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