DEFENDERS d/b/a Protect Your Home

October 8,2015Revdex.com ofCentral Indiana151 N.Delaware St. #2020Indianapolis,IN 46204-2599 DefendersINC. DBA Protect Your HomeDBAProtect Your Home3750Priority Way South DriveIndianapolis,IN 46240 Re: [redacted]Complaint # [redacted]Account # [redacted] DearMs. [redacted], Thisletter...

is in response to the Complaint# [redacted]. By way of background,Defenders INC.  DBA Protect Your Home isan Indiana Corporation that specializes in selling residential alarm systems.We have been an ADT authorized dealer since 1998 that sells and installs ADTmonitored security systems. Once the security system is installed, the contractis then purchased, billed, serviced and maintained by ADT. The ownerof complaint states that he was not in possession of a paper contract. Argues aprice discrepancy between advertisement and actual installation costs. Theaccount holder also lacks clarity in regards to terms of agreement on “buyer’s”behalf.  Brings forth the matter ofongoing billing, despite system disconnect.In regardsto Complaint #[redacted], we havecarefully reviewed the matter and bring forth the following recommendations.The owner of complaint was provided a copy of contract (via personal email)that stipulates term of three year contract (referencing relocation ofequipment upon move).  After three dayopt-out period, contract is irrevocable (w/limited relief) and enforceable. Asan attempt to resolve the matter, an offer to reduce balance of contract ormove equipment with backdate of the original installation is negotiable. Ourorganization looks forward to reconciling the complaint in a timely fashion. Weextend an apology in advance for any inconvenience this has caused.  Regards,CustomerLoyalty Representative Protect Your Home ADTAuthorized Premier Provider

I am not sure what else I can do for this customer. I have now received a 2nd rebuttal. I have advised and done everything I can. She is requesting me to send her a copy of the fax she sent us. I cannot do that because it shows her personal banking information. That is why I included only the cover page of her fax to show her that I had it. I listened to the customer care call and she was told that the funds were returned but she insisted that they were not. She did not allow enough time for her bank to process the refund. The agent told her to send in her bank statement only after she disregarded him. He was following process. He asked her to send in her bank statement showing the funds were not returned. She sent us a bank statement for the same day the funds paid out. That is not what he meant by that. The only way we can see if the funds were not returned is a full month statement. One day is not enough for us to make and determination about missing funds, especially if it had not even been a full day since it was paid out. She over-reacted on that call and did not want to listen to anything he had to say.   I really do not know what else to do. She got her money back, I proved to her that I was in receipt of the fax, and I assured her that she had nothing else to worry about. It seems like nothing I do will satisfy her. I honestly think that this case should be closed.Thank you, CrystalF[redacted] CustomerLoyaltySpecialist DEFENDERS,Inc.dbaProtectYourHome 3750PriorityWaySouthDrive Indianapolis, Indiana 46240 Office: 317-810-0451

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.]
Regards,
Ofelia Franc

June 3, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint No. [redacted] Acct. No. [redacted]   Dear...

[redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   After review the account we show [redacted] did call us to inquire on service due to recent flyer she received on January 6,2016. The promotion she received offered 15 hardwired sensors or 7 wireless sensors in the base package as well as motion and key fob. After speaking to our sale our representative did offer an additional $229.00 equipment credit to customize her contract.  We show she was installed on February 20, 2016 and an contract was signed which I have attached and the schedule of protection was also included.   Protect Your Home utilizes DocuSign as our electronic contract provider. The electronic contract formats the customer signature into a font at the time the tablet is signed, similarly to fonts used in Microsoft Word. After the tablet is signed, we have a safeguard where the customer inputs their contact information into the same tablet used to sign the E Contract, which then generates a phone call directly to the customer; at which point the customer provides a verbal confirmation of signing the E-Contract by stating their name.   We show [redacted] contact us March 24,2016 in regards to the additional equipment that was purchased. Our escalation representative did offer to downgrade the system to reduce the charges however [redacted] continued to interrupt our agent and she disconnected the call.  [redacted] did call back to on May 4, 2016 in regards to the same issues and advised our escalation representative was advised [redacted] was aware of charges. [redacted] did confirm she had 19 windows but thought she got 15 free in promotion. Our agent did go over the promotion with her and explained she did not have excisting security system prior to installation. Our agent offered to downgrade the system or adjust portion of the disputed charges we received on April 29, 2016.   [redacted] did call back and spoke to our customer service team on May 11th advising she wanted to keep 15 sensors honored, tried to explain promo however customer continued to interrupt.  She did ask the agent if she did remove equipment what equipment would she receive agent advised her what items would include 2 key fobs, 7 sensors, motion and smoke.  Our escalations representative did offer to downgrade or adjustment on the account and [redacted] refused. We show [redacted] did speak to ADT Corp on May 12 in regards to the same issues and they offered her 1 month credit which she accepted. In effort to resolve the complaint we are willing to offer to downgrade the equipment until June 30, 2016 to reduce the charges on the account since we typically do not allow downgrade after 30 days of installation We apologize for any inconvenience or frustration that [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution.   Sincerely,   Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]       .

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

October 14, 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] would like to be released from his contract because he contacted Protect Your Home the day after his installation to cancel. He also states that he did not receive a copy of his contract until months later. Mr. [redacted] contacted Protect Your Home on June 9, 2016 in regards to getting an ADT monitored security alarm system. He paid $104.25 for the installation and it was completed on June 16, 2016. Mr. [redacted]’s promotion included two $100 Visa gift cards and a basic equipment package. Protect Your Home uses a third party company known as [redacted] for the Visa redemptions. He was provided the redemption information to his email address [redacted] at the time of installation along with the rest of his paperwork. The process for redeeming the Visas include obtaining a copy of the first page of the contract, obtaining a $4.95 money order or cashier’s check, and filling out the rebate forms. All these items must be mailed in together and sent to [redacted]. Protect Your Home and ADT have no record of Mr. [redacted] calling in from June 16, 2016 to September 10, 2016. He contacted both Protect Your Home and ADT on September 10, 2016 to cancel because he did not get his Visa gift cards. He was advised that he was to mail in the rebate forms with a copy of his contract. Mr. [redacted] stated that he could not print of the rebate form or the contract, so we mailed him these documents on September 12, 2016. We know he received them because [redacted] received the filled out rebate forms for his Visa incentives on October 5, 2016. It will take four to six weeks for him to receive the Visas in the Mail. Should the customer need any status updates, the number to contact for [redacted] Solutions is 1-800-450-1575. I spoke to Mr. [redacted] about his request to cancel and he said that he was not provided a copy of his contract at the installation and that is means to be released. Mr. [redacted] was provided a copy of all his paperwork to him email address. When I presented this to him, he stated that he did not have a computer at the time. I advised that had he contacted us sooner, we could have mailed him a copy much sooner than September 12th. I advised that we were not made aware that he would like a physical copy until September 10, 2016 and we quickly made sure a copy was mailed out to him. At this time, a release from contract will not be honored without penalty. Mr. [redacted] was made aware of the costs involved to terminate his contract which includes 75% of the remaining balance of his contract. I apologize if this has inconvenienced Mr. [redacted], 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 31, 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] [redacted] Complaint No. [redacted] Acct. No. [redacted]...

                  This letter is in response to the complaint # [redacted] submitted by [redacted] [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 the $27.99 rate agreed upon.   My records show the new paperwork was sent to ADT and the rate has been adjusted to the lower $27.99 rate.   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]

June 16, 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 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 complaint our records indicate Ms.[redacted] was installed on January 21, 2015 and opted to purchase additionalequipment in the amount of $583.47; documents have been attached to support thepurchase. Ms. [redacted] contacted Protect Your Home on March 31ststating she recently had a new internet company installed at her residence andher cameras would go offline intermittently. Ms. [redacted] called us the following day asking for an additional keypadat no charge. The escalation representative contacted Ms. [redacted] on April6th and left her a message to call us back to schedule a serviceappointment so we could install the 2nd keypad at no cost toher.  Ms. [redacted] returned the agents callon April 17th leaving a voicemail stating she needed to discuss theaccount because of her dissatisfaction of services. The agent followed up thevoicemail with a call and left another voicemail detailing the agents workinghours, email address, and direct phone number. Ms. [redacted] did not return the agentscall on April 30 in regards to her issues and the escalations representativedid return Ms. [redacted]’s voicemail in regards to getting her appointmentschedule to address the issues with the cameras and scheduling the keypadinstalled. Ms. .[redacted] contacted our customer care department on May11, requesting the keypad be relocated to the door by her carport and toaddress issues with the system. Our security advisor did go out to her home onMay 20 to address her issues, we were advised the keypad was placed in herbedroom due to the customer wanting cameras and her modem was in bedroom, sheagreed to have it set up in there. The reason nothing works at that moment isMs. [redacted] moved the modem to another room and the cable guys disconnected thesecurity system. Our security advisor told Ms. [redacted] we could fix it but shewould not allow him to do anything at the time to resolve the issues.  Ms. [redacted] called back after the service appointment on June3 requesting to be released from her contract and our customer carerepresentative informed Ms. [redacted] that she would need to allow us to resolveher issues in regards to the system if not we would hold her to the 75%termination cost of the contract. Ms. [redacted] advised our customer care representativeshe moved the modem due to WIFI issues. The escalations representative added a $100.00 VISA tocompensate for the downtime of the cameras continuing to go offline.  Ms. [redacted] did have tentative serviceappointment on June 12 however we were not able to attend the service due toscheduling conflict.  The escalationsteam spoke to Ms. [redacted] on June 15 about the missed appointment and explainedto her the manager of the branch was out of office that day. The SecurityManager offered her an appointment on June 13 at any time it was convenient forher however Ms. [redacted] declined the service. The branch manager also stated that he did have security advisoravailable for June 12 however she declined to have the security advisor out toher residence as well.  The escalations agent got Ms. [redacted] to agree to a serviceappointment on June 16 with the Security manage to attempt to a resolve herissues. We followed up with the branch manage and he stated we have triedeverything to get cameras to work.  Ms.[redacted] home is old and wiring is old we are not able to go through wallswithout hitting beams every 4 inches. The Manager stated that due to the homeswiring, location, and low signal he requested that Ms. [redacted] be released fromcontract. The escalations agent attempted to contact MS. [redacted] on June 17 toschedule a system pull and finalize the termination of the contract but was notable to get a hold of the customer, the agent left a message. We apologize forany inconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns. Sincerely,  [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] [redacted]

May 12, 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 No. [redacted]Acct. No. [redacted] Dear Ms. [redacted],This...

letter is in response to the complaint # [redacted]byKari Webb. By way of background,Defender Security Company DBA Protect Your Home is an Indiana Corporation. 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. After reviewing the account we show the customer called intoour sales team on December 15, 2014 to inquire for services.  It was properly mentioned during the call thatwe are ADT’s Authorized Premier Provider. We show a representative from our escalations team attempted to contactaccount holder regarding his dissatisfaction on April 15, 2015.  We were able to speak to the account holder the followingday and agreed to release him from the contract.  The remaining termination cost of thecontract has been waived.  The system wasremoved on April 20, 2015. We also refunded the initial installationfee of $104.94 back to credit card on April 22, 2015.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: 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.  I do except that amount being refunded to me but still fill like they dropped the ball on the on apologizing.
Regards,
[redacted]

June 3, 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. R[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 we worked this same concern through another complaint avenue on June 2, 2016. We have confirmed we performed a svc apt on 6/1/2016 from 11a - 1p to address the overhead garage door sensor that was faulting and make sure the system was communicating properly. I have also immediately fulfilled the customers $100 Visa and he should receive that within 10/14 business days.  We have requested the contract to be mailed to the address we have on file. In effort to resolve the complaint we are going to refund the additional equipment he paid in the amount of $119.20 which will be refunded to the original form of payment. We apologize for any inconvenience or frustration that Mr. [redacted] may have experienced and we appreciate the opportunity to address his concerns and reach a resolution.   Sincerely,   Ana D[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.[redacted]@protectyourhome.com

May 28, 2015 Revdex.com ofCentral Indiana 151 N.Delaware St. #2020Indianapolis,IN 46204-2599 DefenderSecurity Company DBA ProtectYour Home 3750Priority Way South Drive, Ste 200 Indianapolis,IN 46240  Re:...

                        [redacted]ComplaintNo. [redacted]Acct. No.              [redacted] Dear Ms.[redacted]  This letter is in response to the complaint # [redacted]filed by [redacted]. By way of background, Defender SecurityCompany DBA Protect Your Home is an Indiana corporation. We have been an ADTauthorized dealer since 1998 that sells and installs ADT monitored securitysystems. Once the security system is installed, the contract is then purchased,billed, serviced and maintained by ADT. After reviewing the initial sales call it was determinedthat Mr. [redacted] did receive a flyer in the mail with a promotional offer of 15hardwired sensors or 7 wireless sensors in the base package. The promotionaloffer also included a $100 visa for signing up with Protect Your Home.  The sales agent stated that we would protectthe exterior of Mr. [redacted]’s residence around the pool area however we do notprotect the exterior of the residence unless he opts to have pulse cameras. I have spoken to Mr. [redacted] in regards to the complaint. I explainedhow the promotion he received was applied to the account. I also communicatedto Mr. [redacted] that I determined on the sales call he was given somemisinformation by the sales representative about the promotional offer.  Mr. [redacted] was offered a refund of $1032.00 backto the original form of payment.  I explainedthe processing time to receive the refund back to the card. I also informed  Mr. [redacted] that our terms and conditionsrecorder portion of the call does disclose how to redeem the VISA but to avoidany further issues I would be glad to immediate fulfill the visa and he shouldreceive the VISA within 10/14 business days at the address associated with theaccount. I have sent proper coaching to the department to address themisinformation. We apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address hisconcerns. Sincerely,Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.[redacted]@protectyourhome.com

November 6, 2014
 
Revdex.com of Central Indiana
151 N. Delaware St. #2020
Indianapolis, IN 46204-2599
 
Defender Security Company
DBA Protect Your Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240...


 
Re:                  [redacted]
Complaint No. [redacted]
Acct. No.         [redacted]
 
Dear Ms. [redacted],
 
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
 
We have researched into Mr. [redacted]s complaint and located his account.  Our records show we installed the system on August 8, 2013.  At that time a 2 year, 24 month agreement was signed. 
 
On September 22, 2014 we received a report from ADT corporate that the customer had moved and cancelled his service.  Per our contractual agreement with ADT, we began attempting to collect the contract balance shortly afterwards.  On October 8, 2014 the customer called to ask why he received a letter advising he owes $450.12?  We advised the customer of his contract agreement.  Mr. [redacted] stated he was told if the new owners got ADT, we would waive the contract.  We advised that is not true, and we have no record of telling him that.
 
We have further researched into his complaint and viewed ADT corporate’s history as well.  Their records show they advised the customer if he moved his service with ADT, then the balance would be waived.  The customer had called ADT to cancel, then the new owners called another company to have an alarm system to be installed by another company.  ADT advised the customer the balance would be owed. 
 
Unfortunately, we cannot provide the resolution he seeks.  Since the contract was terminated prior to the 2 year term, early termination fees have applied.  We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address his concerns.
 
Sincerely,
 
 
[redacted]
Customer Advocate
[redacted]@protectyourhome.com

April 15, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  Re: [redacted]Complaint # [redacted]Account # [redacted] Dear Ms....

[redacted] This letter is in response to the complaint # [redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Homeis an Indiana corporation. We have been an ADT authorized dealer since 1998 thatsells and installs ADT monitored security systems. Once the security system isinstalled, the contract is then purchased, billed, serviced and maintained byADT.  After reviewing the account, the account holder calledinto Protect Your Home on June 6, 2014. She received a flier for a basic package for $99.00.  The offer includes either fifteen hardwired orseven wireless sensors in the base package. She also received a $100 visa and a second free key fob for signing upwith us. The account holder paid $105.93 for the security system with creditcard.   The account holder opted not to keep the service so shedid sent in her Notice of Cancelation June 16th, 2014.  After speaking with her directly, she stillopted to cancel on July 18th, 2014. We requested $105.93 to be refunded back to the initial credit card sheused.  It was refunded on July 23, 2014back to the credit card ending in 585.  We also received a credit card dispute on July 28thand the credit card reversal was processed by her bank on August 6th,2014 for this amount.  We have attachedthe receipt for the refund for your records as well as the disputedinformation.  We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns. Sincerely, Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.[redacted]@protectyourhome.com

January 4, 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 she did not approve the credit inquiry. She would like the inquiry removed and the cancellation of the contract processed without penalty.   According to section 1 (B) on page 5 of 8 in her alarm services contract state, “I authorize Dealer to obtain a non-investigative consumer report, commonly referred to as a credit check or credit report, about Me from the consumer reporting agency at any time during the term on this Contract. By my authorized signature, I authorize Dealer to request and obtain credit history from a credit bureau or other agency and that such credit bureau or other agency has by permission to release credit information to Dealer.”   The sales call was reviewed and Mr. [redacted] stated that she did not want her credit ran until she knew she was getting the alarm system. Ms. [redacted] did retain services with Protect Your Home on December 13, 2016. This is the same day her credit was ran. Since her credit was ran before the term of the contract started, Protect Your Home will have that credit inquiry reversed.   In regards to the cancellation request, the response will stay the same. Protect You Home did not receive a signed notice of cancellation form within the three day right or rescission window. An agent spoke with her on December 22, 2016 and requested a copy of the fax confirmation sheet. If a copy is presented, a release from contract will be authorized. Ms. [redacted] stated that she did not have one.   Ms. [redacted] is outside her cancellation window. Traditionally, Protect Your Home will charge 75% of the balance of contract should a cancellation be processed. The representative offered to reduce the termination charge to 50% which equates to $915.10, but she declined.   Ms. [redacted] did contact the corporate office to cancel her service after a resolution offer was made. She was advised that it was up to the dealer Protect Your Home to release her without penalty, not ADT. Since Ms. [redacted] insisted on cancelling, the representative placed the cancellation on the account. Her account will chargeback in 30 days back to Protect Your Home and she will be contacted for the 75% balance of contract. At this time, she does not qualify to be released without penalty. I apologize if she has been inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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.  all funds have been returned to me. 
Regards,
[redacted]

May 21, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  Re:  [redacted]Complaint 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 this account, our records indicate Mr.[redacted] was transferred to our movers department on the April 27, 2015. Mr. [redacted]spoke with an agent and was informed of the mover process in which a new 36month agreement would start and a $99 (plus tax) fee would be collected for theinstallation of equipment at the new residence. Mr. [redacted] informed the mover’sagent that he did not agree to the new 36 month agreement. The mover’sdepartment representative explained that Mr. [redacted] would be able to remove allthe equipment, excluding the keypad, from the old residence to have itinstalled at the new residence. The representative also added three glass breakdetectors to the account free of charge and offered to offset the $99.00 installationfee by reimbursing the fee with a $100.00 visa card. Mr. [redacted] provided thecredit card to secure the $99.00 installation appointment that was scheduledfor April 30, 2015. The representative stated Mr. [redacted] could discuss the offerand process with his spouse and call back.   Mr. [redacted] contactedus back on April 30, 2015 with questions regarding the installation date. Thecustomer service agent informed Mr. [redacted] that we had the appointment set forSaturday May 2, 2015. Mr. [redacted] was dissatisfied that we had the incorrect dateand requested to cancel the appointment. Our records indicate the original $107.17 was refund back to the original form of payment.  I attempted to contact Mr. [redacted] on May 21,2015 and left a message on the alternate number; the primary number did nothave a voicemail set up. In effort to resolve the complaint, we are willing toinstall at the new address and with the contract beginning on the originalinstallation date of August 26, 2014 so that he does not have to sign a new 36month agreement.  Mr. [redacted] would still beresponsible for the $99.00 plus taxes. We would still be willing to offer the$100.00 visa to offset the $99.00 as well as the 3 glass breaks offered duringthe call on April 27, 2015.  We apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address hisconcerns. Sincerely,Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.[redacted]@protectyourhome.com

April 3, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240  Re:  [redacted]Complaint No. [redacted]Acct....

No.[redacted]  Dear Ms.[redacted] This letter is in response to the complaint # [redacted]by [redacted].By way of background, Defender Security Company DBA Protect Your Home is anIndiana corporation. We have been an ADT authorized dealer since 1998 thatsells and installs ADT monitored security systems. Once the security system isinstalled, the contract is then purchased, billed, serviced and maintained byADT.  Ms. [redacted] initially called in regarding an advertisementshe received offering fifteen hardwired sensors or seven wireless sensors, anda $100 visa for signing up with Protect Your Home.  After reviewing the account I show theinstallation was set up for wireless installation providing her with 7 sensors.In addition, the account holder agreed to purchase additional equipment outsideof the basic promotion. Ms. [redacted] called our customer service department onMarch 22nd regarding her account. She stated that our securityadvisor was at her residence for quite some time, was concerned about damagesthat occurred. During that conversation, she opted to cancel her contract.  On March 24, our account specialist did reachout to the account holder regarding the cancelation request.  The account holder expressed dissatisfactionregarding the previous representative. On March 27th, we schedule the system removal for thissystem. After the system was removed we did receive notificationfrom the local branch manager regarding the window and door lock. She was informedthat she would need to obtain three estimates regarding the damage.  On March 30th and April 3rd,we sent an email account holder outlining instructions for the damage processat her email address on file, [redacted]@yahoo.com.  We have notyet received estimates for processing.       In regards to her refunds, $105.19 was refunded   31,2015 back to credit card ending in 1997. On April 3, 2015, $1247.11 was refunded back to the same credit card. Theremay be some processing time through the credit card or banking institution. We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns. Best Regards, Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com

Revdex.com:i have finally been refunded all the money from the dealer for ADT. I was unable to reach the local dealer on the 14th and left multiple voicemails and received no calls back. I had to call ADT corporate office and have them call the local dealer. This was the only way that I could get through to the local office. After filing a complaint with ADT's corporate office the funds were sent back to my account  
Regards,
[redacted]