Protect Your Home

I would give no stars if it was an option! This company are crooks and all wasted hours of my time and told all lies! Shame on them to prey on people like this! On 8/14/defenders/Protect your home came out to my home on behalf of ADT and gave a quote for my security system I wanted The tech name was Dave R*** I was unhappy with the pricing he gave me and I told him when I spoke with ADT on Sunday they told me the pricing was cheaper then what he was telling me I had to pay ATLEAST or times I told he could leave I wasn't interested in the system Each time he would say he needed to talk to his manager and come back with another offerI didn't want anymore offers I just wanted him to leave His supervisor/Managers name was Rich The last offer Dave came in the house and said he couldn't lower the plan from $a month for months but his Manager Rich agreed to give me a visa gift card after days for $to help offset the first year In addition to this $gift card, they agreed to $gift card for signing up and another $gift card to a family member for a referral service I accepted the offer because my math had my new monthly amount at around $per month which was more reasonable in what others were telling me they were paying for the same service I told Dave I wanted this in writing before he left and to give it to my husband since I was not there Dave told the same offer to my husband as well as my mother who was home I got home and the first thing I did was ask my husband to see all the paperwork- SURPRISE nothing was in writing about the visa gift cards I called ADT who told me to call Defenders and I spoke with Andrew Andrew told me they don't offer anything like thatI asked him to call his tech Dave and the supervisor Rich..he put me on hold for about minutes When Andrew came back he told me he was on a conference call with both of them and they both said they didn't offer that to me They lied directly to my mother, my husband and myself Dave even repeated back to me what he was offering to me and told me he would put in writing and leave his phone number for any questions(which of course he did NOT) Andrew made no effort to fix this and was just as bad as the other people from this company I immediately had this service cancelled and I faxed over the paperworkI am now waiting on them to come install the system and hope I am able to get the money I put out....They said they will refund it but I will not believe it until I see it I also called ADT to let them know the type of company they have coming to customers homes that is a reflection of them I can not say enough bad things about this company The amount of LIES and TIME wasted is ridiculous, unfair and shameful that they do these thingsSHAME ON DEFENDERS I DO NOT RECOMMEND THIS COMPANY and I HOPE NO ONE ELSE GETS TAKEN ADVANTAGE OF THE WAY DAVE R***, RICH, and ANDREW TOOK ADVANTAGE OF MY FAMILY YESTERDAY! I am BEYOND DISGUSTED!

I received a call on December 13, from this company representing ADT The representative indicated that at the end of the call I needed to listen to a recording However, when he transferred me to the recording, the call hung up The installer came the next day (12/14/2016) and when over the install My NEW home was already wired for an alarm system She proceeded to tell me that using my new wiring would mean ADT couldn't warranty the equipment Therefore, she had to use wireless connectors, that cost more We paid the entire $ At that time, I noticed a "pending" charge of $on my account The installed said it was only a "pending" transaction & it would drop off in a few days She indicated that change would not be processed since I was paying everything in the check However, the transaction was completed on 12/15/and the money was removed from my account The check was processed electronically (without my authorization) on 12/16/ I calle

I contacted ADT who uses Defenders as their providerI was lied to once on the initial call about the amount of money and service costsThe salesman came out (I was told a salesman would not be coming but an installer) (2nd lie), he provided a list of all of the items I would need which ranged in the 2, 000$ area then by the time we were said and done, it cost me 192$ for equipment with the rate of 52$ a month plus the installation charge of with taxI asked the "salesman" if my first months bill would be 52$-he agreedI also did not give this company to auto-debit my checking account which they did 3xI was charged the installation fee before the salesman even came out (again not told to me on the phone), 192$ for equipment (which I was aware of), then 98$ for a 1st and 2nd months monitoring feeAt that point, I was fed up with the lies and could not trust a company that was dishonest to secure my homeI submitted a faxed cancellation on 1/6, installation was 1/(within business days-Fed LAW for a full refund) I called Monday 1/to confirm my cancellation and was advised the man Michael ID#would be emailed to set up the equipment removalNo return call, called again on Wed 1/11-again was told an email would be sent to have him call meNo call-I called again on 1/and was transferred 3x and hung up on by the voicemail system twiceI am writing this report in response to this issue todayADT is so quick to take money out of my account w/out permission but have failed to reimburse me for anything or return my callsMay I remind you that there is a day Federal Cooling OFF law that ensures all money be returned to the customerThis company is untrustworthy, horrific, and have turned an already anxiety ridden situation into a nightmareI needed a company I could depend on to protect me and they ripped me offI was a victim of a crime in 9/in which my home was broken into by an abusive ex-spouse and now I am having to re-live that nightmare over again with Defenders and ADT

My husband and I did a lot of research and asked a lot of questions before deciding on ADTWhen speaking initially to customer service we were on the phone for about an hour and a halfMy husband was very thorough in his questions about the system, reliability, outside camerasThe outside camera was the feature he was most excited about We had to be transferred to a supervisor because the customer service representative was not able to answer all of my husbands questionsThe supervisor did a wonderful job, answered all of my husbands questions and we were ready to have them come in and show us the equipmentThat is how it was phrased, not an install but we will send a representative to show you the equipment They also wanted $to hold the appointmentThis irritated me and I was ready to hang up but my husband was interested and we were assured if we did not go through the installation that hundred dollars will be refunded We signed up to look at the basic packageThe supervisor added the three outside cameras as part of the basic packageWhen I received my confirmation email I looked and it did not state outside camerasAgain this was the feature my husband was most interested inI called customer service was put through directly to a supervisor Who assured me he would be last person that I would have to speak toI explained to him my concerns and he assured me that in looking at the credits and the way they were worded that indeed three outside cameras were included in the packageHe also gave us a $gift card for our trouble
The day of our appointment came and the technicians showed up right on time and were very friendlyThey however we're prepared for an install not a presentationThis was my first concernWe looked at the packages and agreed that we would go with the basic package a keypad, door sensors, window sensor and the three outdoor camerasWhen we mentioned the three outdoor cameras to the technicians they had a deer in the headlights look They told us that the cameras for the outside were not available and hadn't been in quite a whileThere was a concern about the housing and they sent it back to the manufacturer to be fixedTold us that it would be about two monthsMy husband was very upset and was ready to cancel the installationThe technician was surprised that we had not been toldMy problem is that the left hand doesn't know what the right hand is doingEither they were trying to trick us into purchasing a system without what we agreed upon or it was an honest mistakeThe concerning part is that we made two phone calls to customer service about the outdoor cameras specifically mentioning outdoor cameras and no one at anytime said I'm sorry those aren't available right nowVery irritatingThe technician during the length of our install talked to his supervisor probably three times They did a walk around the house and came back with a package costing over $Needless to say we were very surprised because we had not planned on spending any money that dayWe were assured by customer service that no money would be spent other than the $we already given themAt the end of the day we had $install fee for the activation of the cameras and an unauthorized debit of the prorated month and one full month ahead payment of the system That concern was a whole nother customer service call We stuck with just the basic package and were given three inside cameras to make up for the three outside camerasWe were also given $in Visa gift cards to make up for the activation cost that we were not expecting So far we are pleased with the system we have installed my suggestion would be to make sure that customer service knows what is available and what is not and know they will try to upsell you when they get to your houseThe unavailability of the outdoor cameras were no surprise and I believe a deceitful tactic to get a sale We stuck to what we had planned and may in time add different services to enhance our system but that will be laterRight now we are definitely secure

positively professional! Kyle was very professional and willing to answer any of our questions prior to and during the installation of our system

TO WHOM THIS MAY CONCERN:
We purchased ADT from Protect Your Home in with the intention of moving sometime the following yearWith the original purchase we were told there is no cost to the first move and that is where problems began
Listing of service issues:
1) Moving Issues:
A) Called Novtoo schedule the move for late DecThe call was too schedule removal and install of systemWe were asked to call back closer to our move date and give at least a 48-hour window from our call date to make sure someone would be able to come outWe called on Dec19th and were informed the earliest they could come out was JanOn Dec21stwe explained to the moving center that we had already given notice and the landlord had new tenants scheduled to move in first week of Jan 2016, so we had to get a date before Jan1st
B) We were told that due to the Holiday's no one was available until Jan9th I made several phone calls after that tryi

I honestly do not even know where to begin
On 10/27/we had ADT (or Defenders) come out and install a security system that I called about that was supposed to be $We just moved into the house and we were leaving for vacation on 10/28/(the next day) and wanted our house to have security since a week prior to there was a house invasion right around the blockWhen I got to all the signing AFTER everything was installed I notice that it states I would be charged $plus taxI ended up calling ADT ( Defenders) that same night and they said since its connected to your WIFI that is why you are being charged so muchI said I don't want it hooked up to WIFI I want the $that I called aboutSince they would have to come back out and hook it up to the landline to do that they could not come out until I came back from vacation a week laterThey came out on 11/7/Prior to that they knew I was going on vacation since I told the lady I would not be back until then

Prior to installation, I spoke to the manager and sales agent (Kelly J*** and Melissa T***) over the phone to pin down the price of the security system I was about to purchaseI order the system including video cameras with installation for $and was told that they will be no haggling over the price and the amount we discuss would not change, the next day the technician came over to do his walk through to install the unit.Before he even got started, he began to offer us additional connections to the unit and I repeatedly said NO but he persistedFinally he installed the unit without installing the cameras, he said that he can install the cameras but it would cost an additional $to turn the cameras onI called customer service (Palmo S***) to complain about the additional amount that the technician was requesting and was told that was the price to turn on the cameras, I told him that we did not discuss this the night before and was told that the $covered wh

I called ADT the morning after I had a break in at my condo I was scared and vulnerable and Defenders/Protect your home really took advantage of it They said they would come out the next day to install a security system and to my surprise Defenders showed up I was confused because they never explained this on the phone
Fast forward months later and due to unforeseen circumstances, I have to sell my condo and move across the country I called ADT and they immediately told me that I had to call Defenders and talk to them I called Defenders and got a voicemail saying to leave a message and someone will return your call in 24-hours No one returned my call I called back and after being on hold for a long time spoke to someone that was very rude who told me there was nothing she or anyone could do for me I explained my circumstances and how I was moving into an apartment and couldn't have a security system drilled into the wall The customer service rep got an attit

::My complaint with Defenders Home Security is threefold First, the mail flyer and all verbal correspondence are misleading, to make the customer believe they are dealing with ADT Home Security In actuality, Defenders is a subcontractor Secondly, the installer was a litter late without any phone call to say he would be running late He enters giving an excuse about some other employees child He starts as appro 4:and doesn't finish until 9:45, he could not get the keypad for the entrance door connected to the wall electrical system, therefore, he plugs it in the wall outlet behind my washer and said it was dead and needed to charge, it never did, its still dead
Finally, and worst of all I got absolutely no satisfaction when I called consumer support I was placed on hold and given the run around for approx hoursNever the less, I was told that in order for my three-day cancelation policy to be honored I would have to speak directly to the accounts management departm

I was promised a rate not to exceed $with Pulse service INCLUDED
Once installed I was rate switched to a rate of $
Even after a rate was promised by Brandon & Paul and Alarm was installed by Kwan A*** and witnessed by Kwan A***, I am Being told that a rate of $does not exist even though a rate of $was agreed upon

Had received ad through the mail with ADT emblem with Protect your Home out beside it.Told one thing on card installer comes out we talk with him about the security system,and he told us to get window alert we need glass break protectorsafter he left we thought we had received what we talked aboutHe had not left the key bobs he was to have,left he left one.our house was only protected when we use the away button ,when we used the stay(home) if some one came through a window we were not proctetedWe called the company they sent out another installerthe first one had not programed our system with the things we should have We were told if we wanted the protection we thought we had he would take the glass break monitors and place monitors on the windows program ou system and it would cost us over $ 2,We told him we were very disappointed with what seemed to us to be low balling us using the ad ,then the first installer, and now him.We trust ADT to monitor our home but we fill "Defenders" are are not trust worthy

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

On June 9th roughly 11:am easternI called ADT home defenders to inquire on getting a security systemI told the sales guy how many windows I had, how many doors I had, and he guaranteed me the system I qualified for was enough to cover my doors and windowsI was slightly uneasy about paying $since I needed to check my bank account but couldn't do to the fact I had no computer available and I was in a call on my cellphone to themI asked for a call back he said they were on a secure line and couldn't call me backHe asked to put me on hold, his supervisor came on, and said he could send me a $prepaid visa card for signing up, I agreed, I told him I was told they all could install on june 12th but was wondering if something was available any earlier, he said he had an opening that day for 4pmI said ok I will do it, he was like accepting a time for today, just opened you up an extra $in accessories for your system, I was like what kind of stuff, he said an extra pan

If I could go w no stars I would! This company is terrible in customer service, communication w the customer and fixing the problem they createWe had ADT system installed by DefendersUpon installing their system they removed the power system to our door bell cameraThey did try to fix it but were unable to complete the jobA claim was sent to claims department and I heard from the rep only onceWe settled on $worth of gift cards and we would buy our own newer systemWell, after months of not being able to reach the claims rep, and about calls to customer service, their way of sending gift cards is through a third partyThat third party makes the customer pay $to redeem the voucher and has to wait 6-weeks to receive the moneyCustomers are unable to get past the service agent that answers the phone and you can never reach a manager! Be careful when signing up w ADT, because these are the only installers they use

My husband and I recently had ADT protection installed in our home by very professional ADT installers They were able to assess areas that needed better protection The installers answered all of our questions and spent a lot of time helping us understand our new protection

This company services alarm installs and hides under the security company ADT's name They never properly identified themselves prior to installation and/or after installation I immediately cancelled service because we had a horrible install, leaving holes in my wall from several install attempts and a malfunctioning alarm, which continued to rearm itself the first night
I scheduled them to do a alarm pull and they sent the same installer and he left half of the sensors on all the windows Their response to everything was well we have been with ADT for years Then, one person said we will reimburse you for the drywall repairs, however; a so called manger called, and said no we don't cover that, policy changed Still do not have my original payment back, supposedly its pending and that's been a few weeks
Complete scam under ADT and ADT claims no responsibility, of course, they charged me for a month of service I didn't have advertising, the average custome

I signed up with this company on 5/31/for ADT home security I was told that I had business days to cancel which would have been 6/1, 6/4, and 6/I called on 6/5/to cancel and the rep told me I couldn't because they consider Saturday as a business dayI was never told this I always thought Saturday was a weekendShe stated that I would be charged a 75% payment of remaining contractI asked them to come get the product I no longer want it she stated that they wouldn't and that the will keep billing meThe rep was very uncooperative I don't agree with the lies they tell people to get them stuck in a contract that they don't wantI called a total of times the first reps hung up on me when I stated I wanted to cancel

We w/solicited by ADT via email for monitoring service monthly at $Rec'd bill showing $which is not what we agreed uponThe tech who installed apparatus was Devon S*A new technician was sent out on 1/07/who removed the post and cell guard and a new contract was signed AND initialed by me for $per month and advised the adjustments would be made by next bill, retroactivelyStill rec'd the new bill for $Forwarded the agreed amount of $27.99; however, the next month, new bill showed new charges of $T/C to ADT and DEFENDER, new contract had not been sent to ADTRec'd, signed another contract and returned it to Defender, IncATTNCEC ADMIN SUPPORT, Priority Way South Dr., Suite 300, Indianapolis, INNew bill rec'd showing amount due $Another t/c to ADT on 03/28/18,auto deduction was removed per my request but I apprised ADT we had rec'd a new bill that was incorrect,& that new contract had been signed and r, transferred

We received a special offer in the mail telling us the services would be $a monthWhen the installation guy came to install he waited until after it was installed to tell us it would actually be $a monthI asked him to take it down when he told me that and he assured me we had months to decide if we want it of notWhen I called costumer service about it four days later they informed me we only had three days to cancelThey were not apologigetic that the installer gave us information and the costumer service rep was raising her voice and getting an attitudeShe would not let me speak and was cutting me off, all while I was remaining calm and not raising my voice to herI called again hoping we would get another rep and we did but she was just as rudeI’m very disappointed in their customer service and how they handled the situationNow we are stuck in a contract because one of their employees gave us informationIf nothing is able to be done with our complai