Protect Your Home

While on the phone setting up security services for who I actually thought was ADT, I asked a defender employee if there would be a credit pull which would cause an inquiry to reflect on my credit reportThe employee told me it would notI was then transferred to her manager for additional assistanceI took that opportunity to also ask the manager ( Courtney ***) if a credit check would be done and show on my credit reportThe manager also told me nothing would show on my credit reportLater, when the technician arrived I also asked HIM would there be an inquiry impacting my credit report before I signed the contract and he also told me it would not
Low and behold there is an inquiry on my credit and my score has dropped! I am in the middle of purchasing a home and told them I could not have my credit impactedThey lied to get the sale
I called defender directly and asked for assistance I asked that they review the call and / or simply do the right thing and remove

This company is in 100% willful violation of US can spam laws by spamming my email account with unsolicited offers for ADT home security They are violating those laws by purchasing or data mining email lists with the intention to mass spam accountsAt no time have I given them permission to spam my email

I continue to be charged for services at an address I no longer live atI have spent countless hours of my own time on the phone with Defenders as well as ADT trying to get them to terminate the contract for the old addressI keep getting calls from their billing department saying I owe them money and I do notOn 10/16/I called Defenders to once again try to get the issue resolved and they transferred my to ADTWhile on the phone with ADT I was assured the contract for the old address was cancelled and back dated to 8/27/as that was the date I had movedToday 10/17/I got another call saying I was past due! When I told the woman I had just taken care of this yesterday and asked to speak with a manager she hung up on me, which happens A LOTI then called back and was hung up on a second time! The 3rd time I called back I was placed on hold for more then minutes and the call was disconnected again! ADT says Defenders owes me the refund and manages my account, Defenders sa

The installers were we'll informed and personable, but I would have preferred a little less up-sellingWell pleased

We called this company to get a quote on ADT alarm service for our homeThey kept pushing for us to allow someone to come out and see the home to provide an accurate quote, which we finally agreed toHowever, they then asked for my credit card to "hold" the appointmentI asked the salesman times to CONFIRM that they would not actually charge my card which he confirmedDespite this, our card was charged THAT DAY FOR $The appointment was not for another weeksOnce I realized, I called back and the customer service rep told me that this is and she wasn't sure why he would tell us it wouldn't get charged until laterThe charge was to cover the installation fee, which at this point we hadn't even told them we wanted their service
Once the representative arrived on the scheduled appointment on May 4th, we told him we were not sure about their offer because we found a better offer from ADT corporateHe said he would step outside to talk to his managerHe came back in

On 5/2/2018, I responded to a paper advertisement flyer for an ADT monitored home security alarm systemThe ad states that you get a free home security system for only a $installation fee, and that monitoring is only $per monthI called 1-877-285-9151, which connected to an ADT authorized contractor called Defenders, Inc(Monmouth St, Newport, KY 41071)I told them that I was simply inquiring to gather information for a system for my children’s apartment in greater Cincinnati, OHThe sales person stated that she was going to ask a series of questions to see if they qualifyOne of the questions she asked was if there was a landline telephone at the residenceI responded, “No there isn’t and that there won’t be, so if you cannot honor the monitoring fee of $per month, then I don’t want to proceed and we can end the call.” She replied, “Since there isn’t a landline telephone, if there is an internet connection (no mention of a VoIP phone or any such internet pho

I responded to a flyer I received in the mail for $monthly monitoring, a wireless system and free equipment What I got was far from that I called and they said they were going to give me $of free equipment, but it was $for installation When they showed up to do the install, the technician immediately replaced my keypad with an ADT keypad and replaced the power source in the garage Then we walk around the house to determine what was needed and then the sales pitch was on!! Basically, the $of free equipment wouldn't protect my home as much as what I already had with *** After or rounds with the technician who originally said I needed an additional $of equipment, we settled at $in additional equipment Then I was told that the $27.99/month monitoring was for a land line only and they wouldn't warranty any of the equipment To get the wireless system that was advertised and warranty protection on the equipment, it was $52.99/month monitoring This was a TOTAL SCAM and deceptive sales practice If I could give a ZERO rating, I would I have filed a complaint with the Attorney General as well

On or about August 9, I contacted via online ADT agent Defenders dba Protect Your Home located at *** * *** *** *** *** *** ** *** It was advertised that a $Visa gift card would be awarded upon a signed and executed contractAt no time was there mention either on-line or verbally by their phone agent that the gift card would be subject to a $S&H charge by the fulfillment agency *** *** @ ***The financial liability as a result to obtain the $Visa gift card was $plus $money order service charge or $Total
IMHO Defenders dba Protect Your Home located at *** * *** *** *** *** *** ** *** is engaging in advertising by not disclosing at some point during the process that the gift card is subject to S&H by a 3rd party fulfillment centerDisclosing the information after a contract is signed or as in this case upon receipt of the redemption voucher (uploaded form) is nothing less than a dis

Complete services offered have not been rendered I have attempted to resolve with ADT and Defender Accounts retention I have been very patient with a theoretical attempt to provide the service promised, but have had no resolution Defender accounts retention has indicated to proceed to to court if u wish, as they have a very good legal team As a customer, all I required was the product promised in exchange for the costs incurred I have now been charged a total of $for a product that is not the product promised Continual run around with all levels of this company I now want them out of my house and refunded every penny they have taken from me This contract was never initiated due to neglect to provide services as advertised and promised

During the installation of keypad on my wall, they drill a whole on my wall, they didn't do it carefully enough and destroyed my power cable inside the dry wall
I called them the same day, the customer service agent told me I can fix it myself and they will pay for it, but when I ask she send me an email to confirm that I can fix it myself and they will cover it , she refuse to do so and told me she will have the customer loyalty team contact mebut no one contact me with in hrs
also they refuse to transfer me to local branch office manager

On March 6, Defenders installed their equipment at our homeWithin two weeks, there were issues with the communication of the equipmentI called in and had the "beeping" fixed over the phoneA few days later, the beeping started again indicating communication troubleThe technician stated that someone would need to come to our home to fix the problem and I would receive a call within hoursI did not receive any phone calls until days later to schedule a technician to come out and at that point it was getting close to the day cancellation dateOnce the technician showed up, he did not explain what he was doing to fix the issue - he just mounted another box onto my kitchen ceiling with wires running from the original box to the box on the ceiling - it was very visible and tacky looking, wires running across the wallI called within two days to cancel our contract due to the fact that we were told this was the only way the equipment would work at our houseAfter speaking t

On March 20, I had a home security system installed by this company Unfortunately, on March 21, my home was burglarized and the home security system did not work I filed a police report and contacted this company The following week, they sent a supervisor out and he reported that the home security system was not properly installed, therefore no video of the buglary was recorded He advised me to file a claim with the company for the $refund based on their warranty
I spoke with Susan in their customer support center, who advised me of the information needed to request the warranty refund The information she requested was:
-Police Report # ***
-Proof of *** *** Home Owners Insurance Policy #***
-*** *** Home Owners Insurance Claim #***
I submitted a FOIA request for a copy of the police report Upon receipt of the police report, I submitted all the documents Susan requested in order for her to process the $warranty refun

I am writing to express my continued dissatisfaction with this companyLast year I became a first time home buyer, very new to a lot of the nuances of home ownershipHowever, with every serious purchase, when looking for a home security system- I took into consideration a number of things- including affordability, deals, availability etcAt the time I felt that ADT had been offering the best- as they had promised me the following during the initial phone conversation: Pulse Select with door and window sensors, interior motion sensor, keypads, wireless remote controls, indoor siren, smoke detector - via the cellular communicationThey also said they would give me visa gift cards valued at $each
On the day of installation (8/28/16), a young man presented on time-not every personable but appropriateHe did introduce himself, however went straight to drilling holes into my wall BEFORE talking about prices or optionsWhen I expressed my concern he explained that this wa

Defender DBA Protect Your Home made many unauthorized charges to my credit cardI contacted the local "System Pulling Guy - Armando" to resolve this matterHe told me that the matter had been resolved Several days later, the company continue to charge my credit cardI contacted this guy and he told me that he would take care this matterThe prob**m has never been resolved

October 8,
Revdex.com of Central Indiana
NDelaware St#
Indianapolis, IN 46204-
Defender Security Company
DBA Protect Your Home
Priority Way South Drive, Ste
Indianapolis, IN
Re: *** ***
Complaint No***
AcctNo. ***
Dear Ms***,
This letter is in response to the 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 researched into Mr***’s complaint and located an account under *** ***Our records show we addressed these issues back on September 29, 2014. We had received this same complaint from ADT’s corporate office on September 23, 2014. I spoke with Mr. *** on September 29th and we scheduled his move for 10/9/2014. I also provided a $visa to compensate for the troubles
We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address their concerns
Sincerely,
Marla Walker
Customer Advocate
***@protectyourhome.com

Defenders - ADT Authorized Premier Provider
ADT Home Security
Today I have to say I have had the most unprofessional service I have ever received
ADT/Defenders was scheduled to come to my house to install cameras and updated security system
When I originally called I was quoted around $a month and I was going to do our business office as well for another $a month
We were told we were going to be given credit for all of the equipment so there shouldn't be any out-of-pocket expenses except for the $activation fee which we paid over the phone
David R*** employee ID came over and made several holes in my wall, then says let's sit down and talk numbers
We say numbers I thought we already discussed numbers over the phone, we even have to go through a recording to agree to the prices that was discussed and terms and conditions,
David said I'm sorry but here are the prices and his quote was much higher than what was agreed upon once we told David this he said well I will call my manager
David precedes to call his manager, by the name of Ian and doesn't realize that the phone is really loud and we can hear the full conversation, Ian starts making racial jokes saying they're probably Indian because they're so cheap and they always want to bargain with us as david is just laughing and agreeing with him as soon as we heard this we were infuriated and asked him to patch up our walls and gets out of our house David said he couldn't help us and he packed up his stuff and left
I call ADT which told me I needed to deal with Defenders so they transferred me to Defenders and I spoke to a manager by the name of Dylan employee ID DHwhich was also very condescending and rude over the phone as I'm speaking to my husband he called me condescending and he wanted to disconnect the call I told him how am I condescending to you when I'm not even speaking to you I'm speaking to my husband his response to me was isn't it ironic that the representative that was at your house also wasn't speaking to you and was speaking to his boss as if he was defending his racist actions I asked Dylan if I could speak to his manager and he said he was the highest person there and there wasn't anybody else that he can get me over to
At this point I don't want to deal with this unprofessional company and I've asked him to refund the fee that I paid over the phone and to send me someone to fix my walls he said he refunded the amount but he couldn't send anybody to fix my walls that I would have to get somebody to fix it and I can send over the billI asked him who do I send the bill to and he gave me the customer service number I asked him I don't want to customer service number because that will get me first right back to where I'm at now I would like the fax number that I need to fax the bill to he said he did not have that you could not provide that to me I asked him if he could transfer me over and he told me that he could not transfer me because he was the highest manager and his phone is an inbound phone that would not allow him to transfer me to the customer service which I did not understand if this is your manager that supposed to be the cream of the crop of customer care in your company then I'm not sure how you guys are still in business Dylan basically antagonized me throughout the whole phone calls and got my frustration levels that was already high to begin with even higher by the end of the callI cannot believe the level of service that I received or should I say lack of serviceI will be reporting you guys to the Revdex.com and hopes that nobody else receives this type of service I am appalled I cannot believe in we still have people with this level of ignorance

First, my verbalized quote was approx less than what I was charged for equipmentSecondly, my daughter used her credit card for the first installment, and the installer and defenders took my information to use my card for the remaining installmentsI called times after installation to verify my card and make sure my daughters card was not used for further paymentsI was reassured every time that ADT and defenders had only my card on fileNeedless to say, my daughters card was AGAIN charged todayThis company is fraudulent in use of credit card authorizationI want a complete refund of all payments and void out contract for falsifying the customer agreementI can’t trust them to not double dip payments on use of cards

Defenders advertised in the local news paper security monitoring services for $per month with month agreementThe service order was taken and confirmed by operator Alice ID# on 6/30/I discussed with Alice that I already have a wired system with keypadsShe said that the offer gives up to additional pre wired sensors, all keypads would be updated, I would get a wireless keypad remote, plus a $gift cardUpon instillation the salesperson Sterling R*** did a complete "bait and switch " scamHe cut wires to my system making it inoperable and put in a wireless system for $per month monitoring feeMy husband repeatedly asked him about setting up the telephone line in which MrR*** responded that he needed to do an assessment of my houseMy husband also showed the Sterling a copy of the advertisementMy husband called me to clarify and let me speak to the him to about the system that I orderedI reinterated to Sterling that I already have a wor

Okay, so, I just purchased my first home, and wanted an alarm to make myself and my wife feel saferI was on my Bank of America credit card online account, and noticed that had a cash back deal for ADT, so I thought, great! Of course, it wasn't through ADT directly, it was through Protect Your Home, which is an authorized ADT retailerI called the number and set up the appointment and was charged the $installation fee immediately (it's ok, I'm getting $cash back through BofA anyway)During the phone call, they upgrade my package to include keypads, keychains, and $in extrasI thought great! Fast forward to the day of the install, the guy showed up early (which was great, except we were having Fios and a new water heater installed at the same time, so him being early made it even more crazy!) Off the bat, I had kind of a negative reaction to him, because I told him Fios was here and they are installing a phone line for you to connect toHis response was, oh, we don't need that, everything is done wirelessly now! My first thought was great, but I'm also not an iSo, I said to him, great, as long as its the $that we agreed toHe told me it wasn't but we can talk about that, which I then replied that as long as its $that we agreed to, then we can talkAt that point, he drills a hole where the main keypad would go, took him a while (not his fault), and then installed the keypadWe then went over all of the windows and doors, and everything fancy thing they sellThey then quote you an absurd price if you install every gadget they sell, it came out to almost $6K! Of course, no one buys every gadget, so he then takes some of it out, and quotes me around $for the installationAt this point, I was really upset, because I'm not paying that kind of money, that's absurdSo, little by little, you can reduce the pricing by getting the regular window/door senors instead of the better ones, get one keychain instead of 2, one motion sensor, etcAfter spending minutes trying to get the price down, it got down to a more reasonable $Again, I'm not stupid, I know they upsell, I kind of expected it, but do it in a ethical way! They also try to upsell hard on the Pulse $package, but as long as you keep saying no, they have to give you the basic $packageSo, after he installed everything and tested it, he had me sign the contracts, sign here, initial here, etcEverything was fine, except the next day, I was charged another $on top of the $charge that was for the additional sensors/keypads/etc, which I did not authorize! It turns out, in the contract (which they do not tell you), you are agreeing to pay a prorated amount of your current month + next month's amount, but not for the monthly rate you agreed to, but for the $52.99+tax, regardless of the monthly price you signed up forIt is actually written into the contract, and they conveniently skip over itAt this point, I've had enough and contact ADT customer service directlyThey have been great, they refunded me the overcharge amount, and have guaranteed I will be billed $per month starting next monthSo far, I am happy with ADT, but buyer beware, if you use protectyourhome, this is what will happen! This is how they make their money, they don't do it ethically, they overcharge and upsell and hope you don't noticeBut if that happens to you, contact ADT directly, they will fix whatever you were overcharged

I was promised a promo rate of $which was never applied to my accountSubsequently I spoke with a representative who agreed to provide a credit of $300, which represented the amount I overpaid by paying the higher monthly monitoring rate, however the credit has never been applied to my accountAdditionally, Defenders has sold the contract to ADT without applying the creditI have made numerous calls to both Defender and ADTADT maintains there is little they can do, as the contract was not being serviced by their company at the time of promise and Defender continues to make unfulfilled promises to issue a check, which has never arrived