Protect Your Home

I recently called ADT to install security in my mother's home Wayne was our technicianHe was absolutely thorough and did a great job with the installation, explaining it to us and was very professional to work with He came up with the best plan for my moms home with the most efficient cost My brother and mom and I were very pleased!!

had service installed on
service man lied said I had three $gift cards just in order to try to upgrade me
when they were finished I went into my family room and noticed they drilled holes into my wood panel and never even told methey never apologized or offered to fix itthey said they put some gel stuff on it
adt is a fool for using this unprofessional company
unprofessional

I initiated service with ADT for a home security/monitoring system on March and was advised that all the equipment needed for my service would be included in credits that came with me initiating service ADT assigned my new service contract to an authorized ADT dealer, Defenders Protect Your Home On March 28, an installation tech from Defenders came to my home and told me there would be additional equipment fees I spoke with a representative about the discrepancy and they assured me they were maximizing my equipment credit so that everything I needed for my home would be covered within the credit allowance and the only cost to me would be the $(plus tax) initiation fee and my $monthly monitoring fee Part of my equipment package included a front door camera and a key pad -- both of which needed to be ordered and installed at a future time I incurred a charge of $that I recently noticed on my credit card billing statement from ADT Yesterday, 5/10/17, I conta

Oh, how I wish I had read these reviews first! I agree with most of what the others have said - They promise you 'free', but won't actually sell you that package - they shame you into going with their 'recommended' solution - thousands more dollars in some cases They pressure you to use a wireless connection, which they charge you more per month than if it were a landline connection The salesman pressures you to make a decision right then and there, promises you the world And so you go ahead And that, is the GOOD part Once you are hooked, you are of no concern to them
And all that was the GOOD part, because once the salesperson had done his/her job, you are no longer of any interest to this company And that is EXACTLY how they treat you if you have a service issue, and I guarantee with the system as flaky as it is, YOU WILL have a service issue!
My system was installed by Defenders a little over a month ago First one of the control panels failed - it started arming itself over and over - all by itself I called ADT customer service who determined the wireless unit had malfunctioned and needed to be replaced They had me remove the battery to stop the system from continually setting the alarm, then connected me into a phone queue for Defenders When the system finally connected me, they hung up Now I don’t know if it was a system issue or people nearing the end of shift and didn’t want to take another call, but it has happened several times to me, and I see from these comments by others they have had the same experience A few weeks passed, since I still had one working panel, I was at least ok until I could get Defenders to answer their phone
However, my MAIN panel developed a permanent fault about a week ago, so now BOTH my units are defective I again called ADT customer service on May 9th, who again put me in Queue for Defenders, and AGAIN, the phone system dropped me I have many other things to do, so have been unable to call again until this morning, May 16th This time, I insisted ADT customer service remain on the line until I was actually connected with Defenders So I finally got Defenders on the phone live But here’s where the FUN begins! Defenders advised me they could not come out for two weeks from today TWO WEEKS for a non-functioning system!
But wait - there's MORE! They will only come out Monday-Friday 8-- you know, the time when most people are at work And No weekends either! I find this interesting, since my installer had no problem working to install my system between and PM But I guess there is no sales commission for repairs on a clearly troublesome system And on top of that, the agents I spoke with were completely uncaring At this point, I still have a non-functioning system, have had for 3+ weeks, and since I cannot take off from work, will have for the foreseeable future
I highly recommend you go with ANYONE ELSE but these people!

The service was pretty goodThe tech had a couple of things he did not have on his truck but overall it was good

Emailing me, despite trying to unsubscribeThis is illegal under CAN-SPAM
Also claim they have an A+ Revdex.com rating on their site (archived copy in case company changes: *** *, but they actually have an A rating

I am filing this complaint on behalf of my year old mother who responded to a $27.99/month offer presented by ADT with services provided by the above named Premier Provider, DefendersI have been on the phone (for several hours this week) with both ADT and Defenders to try to get my mother out of this contract to no availI was told on by Dana #of ADT that my mother had days to cancel the contractToday, it was days according to the sub contractorThere was no paper work provided to my mother and she was told it would be emailed to her immediatelyThis did not happen as of Monday night 12/11/ I had to ask for the service agreement to be emailed as well as the signed install agreement that she also did not have a copy of on the day of installADT's website clearly states a month money back guarantee Apparently there was only a day window to cancel with the sub contractor My mother notified me about this issue when she received a bill for $52.99/month after

Made initial order over the phone on 9/30/2016, during which order package was negotiated and agreedAs I was passing on an offer received directly from ADT set to expire, I explicitly confirmed the order package and hardwares included and asked for email confirmation with order detailsI did not receive this until two weeks later when I chased prior to scheduled install date, which showed incorrect informationI tried calling to cancel the installation, but I could not get throughWhen installation technician came to the house as scheduled on 10/21/2016, I asked that we confirm the order details before commencing workSure enough the order details he had were incorrectWe therefore spent hours on several calls with customer service as I persuaded them to listen to the call recording from my original orderPer the audio recording, they confirmed that the sales rep and sales manager had agreed to the offer package as I'd described, but customer service manager noted he still ca

Using a SPAM service to send out unsolicited emails

I contacted ADT about home security systemWhile on the phone gathering information and setting up initial installation I was deceived about fees and costsI was charged for monthly rates before I was told that I would be, as well as I was told that if I decided to cancel it would be no questions asked and be immediateAfter having the system for hours I decided to cancel and have it removedWhen calling to have service canceled the customer service team would not give me any info and then informed me it would be business days before the return could be conductedAfter asking to speak to a manager I was hung up on repeatedly and passed to other associates who then try to lie to me and tell me that they were managersI was yelled at by an associate saying she would not transfer me to a manger no matter whatI could hear them conversing in the background about the calls to one another and was intentionally sent back through the process plus times

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

Hello
My complaint involves a security system that I signed up for with the intentions I was signing up for ADT security services and it ended up being some company that is contracted out to ADT Thats not what I called in to get First and foremost the system was to be installed June 22, and I had a young man to install the system who told me that my installation was his first and that the day my system was installed was the first day of him being on the job
To date I have had to call this company over twelve times to try to get someone out to fix the system and I have had hell going back and forth to ADT and their contractor Defenders ADT 1-customer service tells me that I have to speak to Defenders and Defenders say I need to speak to ADT it 's just been a mess every since I signed up for this system I was to get a camera system for my home didn't get that they have give me excuses after excuse after excuse First it was that ADT didn't install camera anymore,

This is an Authorized Dealer for ADT who mislead me and they are refusing to honor The day Cancellation on the ADT Website

September 8,
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 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 Ms*** complaint and located her account. Our records show Ms*** contacted our sales team on May 19, to inquire about an alarm system. We did install her system for her on May 21, 2014. ADT purchased her contract shortly afterwards and began servicing her system in July 2014. On July 11, Ms*** contacted our office to state she was not aware we were not ADT and wanted to cancel her service. We explained that she did call our office from a flyer that had our name printed on it, as well as our name is branded during every call made and received. Ms*** then stated she was not aware of her day right of rescission nor the Terms and Conditions of her contract. We then advised her that this information was printed on the flyer, disclosed during the sales call and printed on her Alarm Services Contract. Ms*** then stated that she had been recently serviced by ADT and that they were able to quote her a lower price for the equipment she had purchased from us in May, so she felt we overcharged her. We attempted to explain that each dealer has their own prices for equipment and that ADT has different equipment models then we do. We explained that we are not able to “price compare”.
ADT’s corporate office sent over this same complaint back on August 19, 2014. We spoke with Ms*** again at that time and apologized that we are not able to price match with a quote she received. Ms*** requested that we cancel her account so she could get a better deal. We denied her request and explained that she had signed a year contract
Unfortunately, we are not able to provide the resolution she seeks. Her account remains open and active. If Ms*** chooses to reverse the payments she’s made, our collections team with pursue those charges.
We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address her concerns
Sincerely,
*** ***
Customer Advocate
***@defenderdirect.com

After spending over (550/monthly) payments from APR-JULY for a security system that from day was NOTHING but trouble
I was sold equipment that ultimately I had to REPLACE from the CORP ADT folks as they admitted that their reseller (DEFENDERS) completely misrepresented the installed security hardware that I paid forThen I paid AGAIN to have to replace all the equipment they (Defenders) installed
I did get a 730ish dollar refund for hardware I DID RETURN,(cameras ONLY) however NOW they are trying to collect on that REFUND or RETURNED hardware
This morning I received a call from FRAN @ 800-381-x CASE# ***
indicating my payment 'refunded' OCT and I needed to pay that back
I asked her to tell me HOW I got the refund...she said my credit card..which I checked with my credit card and I have NO REFUND
Defenders not withstanding the bait and switch practice their installer use in lieing about the hardware I needed and hardware that I had to buy, where the

Sales Process: George (18134) and Candice (17343) were very helpful and got us squared away quickly
Installation Process: Trey was awesome - very friendly and knowledgeable
It was very comforting to know that they all genuinely cared about the safety of our home

On or about 1/16/Alma Betts had services installed via ADT Security System at which time I provided the installation tech with a certified bank check in the amount of $ Around or about 1/31/I began receiving calls requesting the $ I contacted the technician who confirmed that he had indeed turned over the check for $ I decided to cancel services with ADT as if they are unable to handle the processing of the payment they cannot handle securing my home Iswitched to *** * and have made several request that ADT retrieves there equipment and all request have been made to zero out the balance

This ADT Provider (Dealer number ***) has charged $on my credit card for a monitoring system which is still dysfunctionalOn 12/14/they installed some new equipment, including window sensors which started to make beeping sounds, and prevented the alarm system from working After calling them, they suggested that we temporarily bypass the monitoring system and not use it until the ADT service provider agent gets to our condo and fixes it Repeated calls to toll free numbers (mainly 800-689-9554) has not helped since it is challenging to talk to a live person After leaving multiple voice messages, they call back and give me the same toll free number to callOnce, I requested the name and phone number for the manager to escalate the matter, and I was told that the Boston rep, Jeff uses his personal phone for business and they would not disclose his phone number So, here I am running in circles for a service that is supposed to be working since 12/14/15, and for which

INSTALLATION:
Pressure sale tactics, including installer coming in and pressuring you into having the system installed though you didn't want it installed, stating that they wouldn't get paid for the install if I asked them leave Then delaying process by fast talk and innuendos
CUSTOMER SERVICE:
Lack of accountability by the head office for responsibility of installation by their "contractors" ADT will not take any responsibility and ask you to contact their installers for further assistance
CONTRACTORS:
when you call them for service, average time I have to hold for a call to be answered is 40-minutes Following the answering of the call, the verification process is longer than the actual assistance (which has generally been not provided by asking the customer to
- go to the website and get the information
- Call ADT head office for additional information
General:
Per contract ADT is supposed to call you when there is an alarm Well, 10/19/2016, there was a

I called protect your home on Friday 1/12/to inquire about promotions for ADT that I was receiving in the mail The offer was for per month with $installation and to receive a $visa gift card and equipment with the installation The representative that I spoke with verified all of this information and scheduled an installation later that day charging me the installation fee of plus tax When the representative arrived, he immediately placed the panel by the front door We did a walk through of the house, then he said he would need to see what the computer suggested He came back and tried to sell me 5,worth of equipment I told him that I only wanted the installation and per month He then tried to sell me ADT pulse telling me all of the benefits of it I told him that I did not want to pay over per month He said he did not know if he could install the panel for the phone line, because it was attached to the internet He was ab