Protect Your Home

I cancelled an installation visit on December16th and was told I should expect a credit to my debit card within daysIt never happened and customer service only makes excuses for the companyThe amount I am due is

September 23,
Revdex.com of Central Indiana
EWashington St., Ste
Indianapolis, IN
Defender Security Company
DBA Protect You Home
Priority Way South Drive, Ste
Indianapolis, IN
Re: *** ***
Complaint No***
AcctNo ***
Dear Ms***,
This letter is in response to the rejection for complaint #*** filed by *** ***By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT
We have reviewed Mrs***’s rejection response and unfortunately our response remains the same. As clarified several times, we are NOT ADT, so the customer did not contact our office for system issues. We were not able to confirm this information through ADT either
We are contracted by ADT corporate to collect the balances owed. We recommend the customer contact ADT corporate to see if they can support her claim and assist her further. If ADT chooses to waive her balance, they will contact our collections team to stop pursuing. However, we will continue our attempts unless advised otherwise by ADT corporate.
We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address her concerns
Sincerely,
Marla W***
Customer Advocate
[email protected]

I received a solicitation from ADT on April 6, offering a package that included (1) keypad, (1) motion sensor, (2) wireless remotes; (1) base station, and (15) door and window sensors The agreement was that I would pay a $installation fee and agree to a contract price of $per month, but that I would get a $gift card I had indicated that I had never had an alarm system before and the sales representative said that would not be an issue She scheduled installation for April
On April the installer arrived and asked to conduct a walk through After the walk through, he installer told me that the equipment discussed would be significantly more and that I was not eligible for the deal we agreed to over the phone because I had no previously had an alarm system He said the sales agent was wrong and that he would not honor the original deal
He then offered me (1) base station, (2) door sensors, (5) glass break sensors, (1) smoke detector, and (2) upgraded remo

ADT Protect Your Home provided me with a contract that has blank pages, specifically the pages where the cancellation terms are outlined When I determined the service did not provide sufficient security for my home, I called the company to cancel They told me that the fee would be 75% of the balance of the contract, or $ This charge is outrageous, especially since I was never provided the full contract upon signing the terms
When I called to speak to a representative (Elizabeth ***), she would not let me speak to a manager When we insisted on talking to a manager that evening, she hung up on me My father called back and was told that he would have to call back in the morning to talk to a managerBelow is a letter that I have previously sent to ADT Protect Your Home This letter describes the issues we have with their service and why we are seeking to cancel
"I am responding to calls regarding my discontinued security service previously provided by ADT

Protect Your Home (Defenders) overcharged for a security system install at an agreed price and committed fraud by making me sign a pad for the service completed that was actually a contract that I was not allowed to review and actually was for more than the agreed amount settled on and the monthly monitoring was also increased without acknowledgement by me! This company also By this so called contract that I never received until months later by mail is threatening to file with collections and a bad credit report against me

This company contacted me through their marketing departmentI spoke to Bryce A***, a sales associate with defenders protect your home who offered me an incredible deal he told me he was giving me $worth of free merchandise credit to buy additional equipment he specifically said whatever the technician has on his truck while he is at your home installing your your new system you can use that $credit to purchase anything on his truckHe also said we’re also going to upgrade your new equipment which is a total of $so that you will now have a wireless systemHe also told me that my payments would be $per month for monthsHe also told me at the end of months if your company thinks I’m going to ca cancel they will continue to offer me the $per monthSo we set the appointment I’m happy as can be the technician comes out he reiterates every single thing that Bryce A*** promise to me on the carbon copy contract paperworkThat technician also sa

In January I had an ADT system installed by a company called Defender who are contracted by ADTThe system was advertised for $monthly however the tech asked if I wanted to be able to monitor the system and I said yes but he did not tell me that would double my monthly rateThree days later I received an e-mail telling me what my monthly bill would be and what the installation charges would beI called Defender and complained about the monthly bill and asked to get the system removedI was told since I did not submit my request in writing within days nothing could be done regarding removalI contacted the tech and he said he would be out the next day between and the next dayHe called the next day and said he was running a little late and I waited until 5:and called Defender and complained and they agreed to send a different tech out the next dayHe reinstalled and connected to my home phone but said he couldn't do anything about the installation charges wh

I had an ADT security system installed at a home I purchased in May I later sold that home in December of I called Protect Your Home (An authorized ADT service provider) and told them I was moving because I sold my house Protect Your Home said that I could "move my service" to my new address I had ADT come to my new residence to install the security systemMy previous house is now sold and NOT my property any longer ADT had me sign a new year contract at my new residence, extending the contract that was already six months completed The next day I received horrible news of my mother's declining healthI had to move out of state to Georgia to care for my elderly motherI read the ADT contract, which clearly documents: "You may cancel this contract within business days from the date signed, without ANY penalty or obligation" I was within the business day window to cancel without penaltyI immediately called ADT, they sent me a "Cancellation Request Form"

Promised a set priceOver charged with the explanation that it was the weeekend and ADT did not accept our contract yetFeel discriminated againstDid not get billed and when we call they are always very disrespectfulWe have asked for corporates number and they laugh at us and give us fake names and numbersWe just recently called to ask why we haven’t been charged and the response was ADT never accepted our contract due to undisclosed reasons and we must pay a dollar extra every time we need to pay

We had a security system installed through ADT(Defenders) When the bills were sent was the day that the payment was due, Three days later we were getting phone calls saying our payment was past due We had just received the bill the day they would call I asked them how is it past due when we just received the bill There response was that it was not there fault of the mail delays It was not a mail delay they were not sending us the bills on timethe last few months we had not received a bill from them (every three Month Payments) And then all of a sudden we are getting something form a collection agency ADT never called us about the payments If they sent us the bills we would have paid them And now it is a negative impact on our credit report

I was contacted by this business out of the blue, and they had a very generous offer for home security through ADT, which I ended up takingDuring the initial conversation to set up the service, I was told there would be a credit inquiry ran against meI asked if it was going to be a soft or hard inquiry, and the consultant said it would be a soft inquiry, so I agreed to set up the in home consultationAbout two days later I checked my credit and there was an unauthorized hard inquiry from Defenders Security on my Equifax report, so I called to find out why that had happenedI explained the situation to a manager, who was very short with me, and rather than apologizing for her company's error, she said that their consultants were not authorized to tell me whether the credit inquiry I was agreeing to was a soft or hard hit, so I must have misunderstood themI asked her to review the previous recorded phone call so she could see that their consultant did, in fact, tell me it would be a soft inquiryShe told me, rather rudely, that she would refer it to their escalations department, and I would hear back from them in a week's timeI waited two weeks and heard nothing, so I called and cancelled my consultationDue to the lack of professionalism of their manager, and their blatant disregard for their own errors, I have elected to never do business with Defenders/Protect Your Home or ADT under any circumstances in the future

I had defender install adt in my house months ago where I live the cell service is non-existant after visits from them to figure this out they are supposed to terminate my account a month and a half after the last visit the stuff is still here and I am still being charged I am on hold now with them and it has been over a half an hour on hold also, I have been charged for months of service and paid over for installation I dont understand why it is taking so long to get this figured out cancel my service and refund my money like I was told

The company provides installation services for ADT and apparently owns the contractThey installed the service on July 27, Today, August 8th, we ran tests and discovered the system does not workMy husband is leaving for travel and we need a security system that works and need it fixed urgentlyGiven the slow response we received, and how unsatisfied we are we the service we want to exit the contract and they want to charge us for over $1,for the contractWhile ADT's advertisting claims there is a month warrantyThis is advertising

Dear Customer Service,
We haven't been able to use our alarm system since it was first installed on 07/14/ Our original agreement with ADT was to have a system placed with three cameras and smoke detector along with the alarm Our alarm system seems to work but the cameras aren't working, and the smoke detector wasn't placed Richard the service repthat has been by our house four times never comes prepared The last time he came by he complained to my wife and was being very unprofessional and did a sloppy job with installing our alarm He told us to mount the cameras on the walls ourselves It has been an ongoing issue with them I have called his manager Chase, only to receive the same amount of unprofessionalism from him as well He didn't care to fix the issue and just took offense to my complaint Defenders have failed to complete our alarm system Our cameras and smoke detectors aren't working yet The installer Richard is very unprofessionalI can't believe D

I received a letter in the mail, of which I thought was from ADTThe letter indicated as a new homeowner, I could receive an alarm system for $monthly It had an expiration date of 08/29/on it so I read it and thought it over carefully and called the last day before the offer expiredUpon calling the carrier, again thinking it was ADT not a provider of ADT, I asked very detailed questions about the services and the advertisement on the paperI told Mia, I wanted to ensure that if I signed up for the service, what was being offered to me on the paper was guaranteed to be what I receiveShe said YesI let her know I wanted the $service, nothing more and the bells and whistles that the offer stated "for free" as being a new customerAfter speaking with her she then quoted me $and I let her know no where on the paper did it state this cost and if I was not going to get the deal on the paper, I did not want the serviceShe then, transferred me to a manager - s

I called in to ADT and spoke Sam and Jason W*** regarding service installationI also spoke with Jasons manager JoeI explained I had VOIP phone service and no land lineI asked for a price for monthly monitor with installationBoth Sam and Jason told me I agreed to the install price of 104$, and change, no equipment fees and gave my credit card numberWhen the installer arrived he made holes in my wall prior to testing for cellular signal after I told him ATT is not a good signal in my areaHe added an add'l antenna that added one more bar of signal but not enough for serviceHe tried a different area this time testing first and found an acceptable signalHe then created more holes in my wall for the panelNow I have holes I my wallsIn the course of conversation he mentioned that the monthly fee was 52$ and change I was shocked and disappointed after describing my situation in detail to both representativesI explained what I was told and would not

This company has an enormous "hold time." I have been trying to reach them for a weekI am left on hold to minutes, only to be disconnectedThe menu to choose the reason for your call is very confusingIf you choose option 1, you will be transferred to ADTThen you will have to wait another minutes or more, just to be transferred back to Defenders IncA representative answered after a minute wait on one of my attemptsHowever, after answering and taking my identifying information, I was placed on hold againI had more than questionFor each question, I was transferred to another department, each has the same hold-time problemVery frustrating, and nothing is getting accomplished

I had home security service installed on 05-26-and I am very unhappy with the service, the work and installationthe rep came to my home from 8am until 530pm and was obvious they did not know what he was doingthe technician had no knowledge of how the equipment was to set up and operate
he took down my old security system and the main power panel the wires are left out and not covered back as how he saw them
they send another tech to assist with a little more experience and he left before everything was completedI told the first tech to do a test of the system before he left, and he could not get the system to function
The system is not working now so I called back less then an hour after he left to have them canceled the system and come and remove it from my homethey told me not until after the Memorial day holidayI explain to them the system is not even up an hour and it is not workingcustomer service told me to fax the cancellation letter to them which I did

A DEFENDER'S technician (by the name of Jeremy with another worker) came to my home for what was supposed to be an evaluation and possible home security "take over" with installation of new equipment if necessaryThe technician first performed a walk-through of my homeAs he did so, he took it upon himself to cut and detach one of my existing security keep pads for some reasonHe then came upstairs and wanted to talk about installation options and additional cost to "fully protect the home"These installation fees were in the range of over $I explained to him that I was not interested in such an expensive systemHe then wanted to keep renegotiating with meHe tried several tactics to try to get my business, some of which were unprofessionalAfter the two of them spent some much time trying to get extra money out of me, I explained that needed to get on with family business of the day and that I wound reconsider another day to discuss feesAs they were leaving, I noticed t

I had considered using their product but canceled within days guaranteeing a full refundTo date Defenders has charged me $(8/7/18), $(8/9/18), and $(9/8/18)I have tried to resolve this with the company but no successThey have refunded me $and still owe me $It’s been over months, if the shoe was on the other foot I would have been sent to collectionsWhy are they not held to the same standards?