Protect Your Home

September 22, Revdex.com of Central Indiana EWashington St., Ste Indianapolis, IN Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms***, 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 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 researched into Mrs [redacted] s complaint and located her account Our records show she has reported trouble with the glass breaks on several occasions The last record was on 9/15/when we contacted the branch manager about her system issues At that time the manager stated we’ve tried a few different things but were not able to resolve the issues Due to this recent information, we have agreed to release the contract, waive the balance owed and refunds We attempted to reach Mrs [redacted] today, and a detailed message was left with my direct contact information Once we speak with Mrs [redacted] , we will set up a time to remove the equipment, so those costs can be refunded I have entered a refund request today for the install charge of $ We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address her concerns Sincerely, [redacted] Customer Advocate [redacted] @defenderdirect.com

The company was advertising ADT monitoring for $a monthA technician by the name of Michael C [redacted] came to my home and promised me that I can get the ADT pulse service for the same price of $a monthThere was also a promise of $refund amount that I never received Upon receiving my first bill, I was billed a charge of $ I contacted ADT And was told that that is my monthly rate, but it is actually $a month When I filed a complaint with ADT that that was not the advertise price nor was it the promise price, I was told that it was in my contract that I pay $a month I had days to cancelWhen I stated that I want to cancel my service because I was promised something different, they said that my three day cancellation was up, I’m locked in to two yearsIf I were to cancel I would pay over $to cancel the serviceThey did offer to downgrade my system so that I can pay the $a monthThey sent a technician to my home to do soThen they off

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

I signed a contract with ADT/Defenders in July From July through December the service was offline about 80% of the time I had or techs come to my house to diagnose the problems and none of them were able to fix it My alarm would not connect to their system meaning that my home was not monitored It would also beep every seconds or so because it was not connected Their solution was to mute all the sounds (even the alarm if it was tripped) rather than fix the issue On December 5, I finally got a phone call from a supervisor from Defenders and after much back and forth they informed me that they canceled my contract My alarm immediately went completely disarmed from that point and I assumed it was a done deal Fast forward to May and I am now receiving phone calls that I owe them for my contract I have repeatedly stated that I had my contract canceled and will not be paying for any charges The customer service reps can confirm that they did i

I had a new alarm service installed on 7/15/by Protect Your Home, an authorized dealer of ADT At the time of installation, I was promised a $Visa Reward Card as part of a promotion On 10/26/16, I contacted customer support because I had not received my reward The agent stated that an email was sent back in August informing me to register my reward to receive it I searched for this email but did not find it I was told by the agent that my email could have gone into my junk folder Emails in my junk folder expire after days, so I couldn't find it there either So I couldn't find the email, and the date had expired for me to register my reward, it expired on 10/18/ I had no record of the email, or that there would be an expiration date to register for My Visa Reward Felt like a Bait and Switch operation to make a purchase

sales person was pushy, and used scare tactics to try to sell us 10K in additional equipment when this home already had sensors on every window, & door and motion detectors installer #was here for hours just hard selling! didn't install a thing and we asked him to leaveHe took out FOB with him and they had to give us a new one (old owners left fobs for us) second attempt at install went better, still took hours and still pushed into items and services like ADT Pulse- again not worth the extra $a month 4.We were promised a $gift card - never got paperwork had to call- then found out I have to pay to get gift card The rep at defenders told me, You don't have to pay it, you just wont get the gift card! I was never told I would have to pay S&H to get the card, and I asked to speeak to a manager, TREY told me NO The rep refused to put manger or anyone else on phone saying he was the only person I would speak with after min I was done wasting my time I WILL NEER RECOMEND THIS COMPANY OR ADT FOR THAT MATTER ADT NEEDS TO SCREEN THEIR SUBCONTRACTORS BETTERAS THIS IS A DIRET REFLECTION OF THEM

I called Defenders on 6/28/to inquire about ADT home security promotionsThey gave me information about the promotionI told them that I was not ready to decide on the service, and did not want to be chargedAfter the call, I returned the call to ensure that I would not be chargedThey stated that I was charged 105.93, but that a credit would be issued immediatelyI received my AMEX bill on 8/2/18, showing the charge and no creditI called them again and explained the problemEd Y [redacted] badge#003858, apologized and stated that he had a credit of issued on 8/2/No credit was issued as of 8/3/This is a high-pressure organization selling ADT servicesI have entered a dispute with AMEXThis company is not reputable

We purchased our home security system years ago, with ADT, at least we thought it was ADTIt turned out it was ADT monitored subcontractor, "Defender"I wasn't too upset, as long as they did a good jobFirst year it was okThen some sensors stopped working and our cameras stopped workingWe called to schedule service and it was a disasterThe first time they were supposed to come between 8-I took the day off and waited aroundThey called at 12:noon saying the tech they were sending wasn't experienced enough so they were going to have to rescheduleI was irritated but said ok, so we scheduled for week later 8-2pmI waited around all day again to get a call at 1pm saying he was running late and would be there at 3:I was irritated but said okThen 3:rolls around he calls back saying his manager told him to go do an install instead of coming to my house, so the tech said best he could do now was 6-7pm maybe THIS really [redacted] me offI immediately cancelled my

I have talked to phone reps numerous time and keep getting a run aroundNo one will do what is needed to fix my alarm system My alarm system has not worked since July and I have had a service visit where the technician identified problem but ADT refused to get me to the person I need to ok the repairEvery time I talk to them they say a sales manager will be in touch but he never callsThey are increasingly hostile when I call and refuse to let me cancel my contract without penalties

This company has: Continued to attempt to bill my credit card monthly for their services without my giving them authorization to do soI have made several phone calls to them to correct the matterThey always say it has been corrected, but they continue to attempt to bill my cardI received an e-mail from ADT, their monitoring company, this weekend notifying me that my credit card could not be billed and I need to provide another one They have not responded to alarms from meI accidentally set the alarm off on occasions last month for seconds and no one ever called to confirm that there was or was not a problem I specifically asked to be sent a paper bill monthly when talking with the tech who installed my systemI received paper bills the first months of serviceSuddenly I stopped receiving paper bills with no reason ever provided to meAfter several calls to them to find out what was going on I was again always told that the matter was resolvedIt ha

Since I was first put in contact with Defenders, I feel I have been misled, deceived, and taken advantage of This is a contract, customer service, and product issue Below are several examples why: 1) I feel I was coerced into signing my contract and having it installed on the same day, without time to truly read through the contract and think about the consequences 2) The technician used DocuSign to get me to sign the contract, meaning the fine print was barely visible on his smartphone, and once I signed initially, he copy/pasted my initials into the additional signature spots As I result, I was completely unaware that I had just signed a 2-year binding contract 3) I was NOT given a written copy of my contract on the day that I signed I had to call the company to ask them to email it to me 4) The technician informed me that he would file for the City of Oakland Alarm Permit for my home He did not, and I have now been charged for alarms that occurred with th

Very unhappy These people lie and tell you that you will get a system for free A technician came and quoted me $ and said with the credit they gave me, my total cost was going to be $and then $and then finally charged me $ Also, they promised I was going to get a $gift card when installation happens I was sent an email instructing me to download a certificate, fill that certificate, make a copy of the contract page and mail using regular mail along with $cashier's check for shipping They do this to discourage people from getting their promised $ The sales guy told me that the technician was going to give me the gift card when he came to do the installation Very annoyed and unhappy I suggest you go to ADT and deal with them directly You will definitely pay less I wonder how many people they scam into paying them $for the same thing I paid $for and I also wonder what the same setup would've costed me if I'd gone with ADT directly

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

Hi, my issue is that I had ADT security system installed Nov 3, by the representive John [redacted] or ***, I canceled my system after I received my contract in the mail on the 7th of November in which I had three days to cancel after I received my contractI called the same day I received my contract and canceled so now I have to waited for a representive to come and uninstall my system The representive came today Nov 15, and he took the alarm system and the chimes and the sensor over the front door, I asked him can he put my old one back up or another one to cover the hole in the wall where my old one was and the sensor he then called John and asked him what he did with my old one, John said he didn't knowThe rep told me to call the cancellation office and they would send someone out to patch my hole and I said I don't want a patch hole I want my old system on the wall, I think that is unsat for them to do that I have been calling and all I get is busy signals or

Contacted company to install service on my second home which was a rental I already have ADT on my primary home I was informed that they must run a credit check on [redacted] I even (on a recorded line) inquired what was the reason since I already had a credit run (

I am so angry with ADT I can’t even see straightThey were to come to my home and install a system for a month, but I should have known that the fast talker that came to my home was a liar and a cheat, just out to make a dollarHe told me that he could enhance my system for just more dollarsI asked him clearly, there is no other cost right, just the dollars, and he said yesI told him okay, I’ll go on and pay for itMy first shock, he drilled the huge hole in my wall, never letting me know he was going to drill a hole, he just did itFrom that point, my phone quit working, so now I’m [redacted] After installing everything they left, and I noticed I didn’t get but one key chain alarm, so I called ADT and what a shock I receivedThe customer service representative told me I was only to get one because I had three more payments of dollars that I had to payNow the steam is coming out of my ears and I am really [redacted] I explained to her what the installer told me,

I am completely unaware of the issue with Defenders, I received a voicemail from a blocked number for a carrier service stating they are looking to deliver mail that is to be signed and stated to contact 'CSP' for more information or to change delivery information I called the number on the voicemail (888-959-3363) and advised of the Docket number that was left to me on the voicemail ( [redacted] ) and a VERY RUDE women answer and stated that I did not pay my bills and something about a contract and collections have been trying to contact me via mail I asked if I can received the correspondence, since I have not received any mail from Defenders She stated she does not have that and cannot send and that this was a notice of intent and the final recommendation and I owe $and try my luck in court and hung the phone up I am looking for any communications in regards to this information During that time I went through a divorce and I am fighting my ex for items that were still

I have NEVER, not once in my life, written a review online However, due to my HORRIBLE AND EXTREMELY MISLEADING experience with Protect Your Home/Defenders (an ADT Authorized Dealer), I feel so strongly to try to prevent others from dealing with the sleazy company who took advantage of me, wasted my time, and left holes in my living room wall During my phone conversation with Debbie on December 28, 2017, she told me she could honor the promotion I received in the mail for $(including a one year warranty) or $(including free labor and parts for life) plus a $installation fee She said I would receive a $VISA gift card in the mail She asked me if I had a land line and I told her no She NEVER told me this would be an issue and would ultimately cost me DOUBLE THE MONTHLY FEE Then, on the same day, Howard, the "technician" (he is really a sales person who pretends to be a technician) showed up in an unmarked car (this was the first red flag) and immediately started to install the pad on the wall by drilling multiple holes in the wall I asked him several times about my package I stated the price Debbie provided me over the phone of $27.99, in addition to what the package included, which was one (1) motion sensor, door/window sensors, wireless remotes, etc He responded each time by saying, "I haven't looked at your package yet, but I will review everything with you." He was blowing me off and avoiding my questions I thought this was strange How could you install something when you don't even know what my package is? Why were you avoiding my questions? I tried to trust Howard even though I had a strange feeling thinking maybe this is the way they do this Shame on me I'll cut write to the case He installed the pad so that I was in a bad position once he told me at the end that the monthly fee would not be $ Instead, because I did not have a land line, the monthly fee would be DOUBLE (from $to $52.99) My husband and I were outraged because we told Howard several times in the beginning of our interaction that we did not have a landline He knew! But he proceeded to drill holes in our living room wall so that he could wezel his way into a sales that would have cost us double each month then agreed upon with Debbie We had Howard remove the pad leaving multiple holes in our living room wall, our time wasted, and feeling completed taken advantage of We are in the process of getting estimates so that this disgusting company pays for the damage done to our house I have never dealt with a sleazier company in my life

I contracted with "Protect Your Home" for an ADT security system, understanding that I would have an obligation or contract for monitoring This system was intended for a house that I owned During the course of the contract I sold the residence to and moved into a rental house while I secured/built a new residence Because I was aware that I was under contract I called to get the buy out shortly after the sale of the residence The agent was VERY CLEAR that "Protect Your Home" would prefer that I continue the contract at the new residence After much conversation I informed them that the process would take 12-months to complete I was told that this was acceptable and that if I was to pay for installation (roughly $100.00) that I would be able to keep the future install open for any amount of time (I shared my concern that the process would take longer than the 12-months) and was ASSURED that it would be OK Assuming that this tactic was an attempt to collect some sort

I cancelled service with Defender's dba Protect Your Home on June 20, within contract stipulations and I've yet to received a refund Will refer to Defender's dba Protect Your Home as simply Defender's for brevity The contract provided to me by Defender's states refunds will be returned to customer within business days.  The signed/dated cancellation notice was faxed to Defender's from a local  [redacted] with their acceptance on June 20, at 8:PM, complying with the terms of the contract One part of the refund, a $charge is supposed to come from ADT, who did nothing because Defender's didn't notify them I cancelled.  Another part of the refund is $104.94, from Defender's.  This refund was credited to my account while my bank was in the process of increasing my credit limit.  The account number was the same but had a different expiration date and security code.  The refund could not be processed because of this.&n