Protect Your Home

I ordered ADT security through Defenders, at the time I did not know that I was doing business with a company the ADT contracts I ordered their service Once ordered everything changed They sent a representative to my home that new nothing of my security choices, they installed the system for per month I realized only after checking my account that they had taken out out of my checking account without informing meI called and asked for a document to cancel, and they sent me a thank you for joining ADT twiceNo documentation to cancel They have a deadline that I did not meet because I did not receive the cancellation documentation needed to cancel I have been lied to over and over again about the cost and the system that I would receiving I was told the installation cost of $would be refunded on the day of the installation, but this did not happen either

I have contacted Defenders time to get a certificate for my insurance companyEach time I was told it would be sent before end of day Still waiting daydlater

I am very pleased with this system even though it's been installed less than a weekIt is easy to understand and to use The technician could not have been any more competent or any more explicitHe explained everything and made sure it was understoodI consider that of the highest importance as inadvertently setting off alarms is not something I ever want to doMy initial contact with ADT representives was pleasant and informative and caused me to choose this system as I knew almost nothing about any of them

In the spring of 2015, we signed up to get ADT from Protect Your Home, and it was installedWe had no problem with service or installation We had signed a year contract and everything went fineThat is, until December, when the rental contract for the house we were living in was up, and the rental company was no longer renting houseWe had found a new rental fairly quickly but the landlord already had a security system installed and did not need another oneI called Protect Your Home and let them know what was going on and asked what could be doneThey informed me that all they had to do was transfer the contract to a different house and it could continue till the years was upI got it all lined up to transfer and called themThey had, without informing me, cancelled the contract and told me I would have to re-sign a new year contract or pay $1,to get out of the contractI informed the rep that I was told the contract would not be cancelled, only transferred, and th

Defender installed the wrong system for my home After months of me telling them it didn't work,and several tech visits an ADT tech came and told me what the problem was at that point I was done and wanted a refund it took months before they canceled my contract and here it is almost a year later and i'm calling for the 4th time about my refund I was routinely put on hold for 45mins or moreI spent 3hrs on hold with them on a saturday and was told the office I needed to speak to was closed until mondayI did not receive calls when I was told I would be called backi had ADT conference me into a call with DefenderThe ADT rep was as surprised as I was when, after 30ish mins on hold, we got hung up on My account and contract were terminated in July It is now March 30, and I still have not received my refund I have not checked to see if they reported late payments to the credit bureaus for the several months after service was disconnected that they were s

reviews
4/16/
Complete bait and switch and very disingenuous marketing!
They sent me a marketing piece in the mail saying that installation was free, monitoring was $per month and I would receive a $gift cardInstead, installation was $280, monitoring is $per month and gift cards are very difficult to redeem
They came to my home saying that my system would cost a lot more to install and monitor because I don't have a landline in my homeAlso, they email you forms to redeem the gift cards, but they require a significant amount of paperwork and require that you send in a cashiers check/money order for a shipping and handling feeClearly, they make it as hard for you as possible to redeem these gift cards
They said installation was going to take 2-hours and it took 5-6, partly because they installer took a lunch break in between
My installer was Greg G***His phone number is ***

On 10/5/we had a sales representative from what we thought was ADT come to our home to speak to us about ADT home security Upon his arrival, we spoke to the gentleman about the advertised price of $and how we needed the one camera for the front door He assured us that the $would be the set monthly price We asked specifically because we had quotes from other security businesses and also because we are on a tight budget and account for all our monthly spending When he had finished installing the new control panel and the camera, he said he needed $upfront We were surprised because the advertisement said free installation and we already had all the sensors on the windows from previously having ADT as our security when we first moved in about years ago He called his manager and after several minutes he came back in the house and said that they would give two $Visa gift cards to offset the balance and that they would arrive in 4-weeks We then sign

I called the ADT and asked for a camera system because I already had problems with my gates, the ADT sent me its rep and how they always want to sell everything to help little to improve the priceSo we closed the package, and on the day of the installation, the ADT was in my house until pm and could not finish the service, informing that he would have problems in the towers; (strange the installation day the system does not work), and the cameras, which are the ones requested by my person, could not be because they are out of cameras, and the same that informs you that I would come back on another day to finishAfter a few days the installer returned and installed of the 3, and never came back to finish the After all this happened, I decided to cancel the service because it was never finishedAfter several calls to the ADT, he informed me that they are not responsible for the installation, but for the defendersI do not call Defenders to ask for servicesBut I try to cont

We had a security system installed by ADT in September of We agreed to a price of $per month for monitoring, however we were getting charged $per month We were notified that we needed to sign a contract and supposedly a contract was sent to us, however we did not receive a contract in the mail as requested We made calls to request said contract and complained about the price increase to no avail Finally in March we did get a contract in the mail and the price was $per month for security monitoring We scratched out the $and wrote in $per month, which is what we agreed to upon pay upon installation, signed and initialed the contract where requested and sent it backWe have still been charged $per month since that time We have called, and called into to complaint and each time we were told that we would be contacted within 24-hours We have not been contacted We have even missed payments to see if we would be contacted and n

Defender is out of state companyDefender DBA Protect Your Home is licensed by the Texas Department of Public SafetyProtect Your Home - MrA*** lied, mislead consumers, backdate contracts and made unauthorized charges to credit cardHe is a slick use car sale man

first I called billing, girl told me there was no supervisor available and hung up on me, yes I was upset but no one should hang up on a customer, when I called back the second woman gave me a supervisor right away, the supervisor would not help me, she said she could not do something that I found out she could of done, she transferred me to a Michael that said she should of done what he had to do now, I had never agreed for my mothers bill to be taken out of my credit card, we were told she would be billed on her ownMichael corrected issue but I should of not had to go through this, a charge was made to my card with out permission, this is illegal and wrong

My husband & I had a contract with ADTWe called the number on our contract at the end of two years out of a three year contractWe were told that they could not service where we were moving to b/c it was too ruralWe had been pleased with our service & would have continued with them
I paid a small fee & was told that we were not responsible for any additional fees b/c they could not serve the new locationSome time later we received numerous calls saying that we owed on the account from "Protect your home" an authorized ADT dealer I explained the above to them & they said it was not the case Now, two years later they sent the account to collectionsI never thought they would do this b/c they had so clearly said we owed no more due to our moveMy husband and I spent a total of almost hours on the phone daily for the past two weeks with several representativesThe first representatives said they would call back the next day & they did notThis happened again several days in a row
One of the last representatives acknowledged that there was clearly a miscommunication between whomever I called at ADT originally & Protect your home
I was very civil and respectful to all but of the repsI will admit that the last two reps I spoke with the phone call ended badly b/c they kept talking over meThe last one refused to give me her name until minutes into the call Again, this is Protect your home, not a collection group
We feel we have been lied to, misled, and bullied to try to get us to pay on the accountI have a credit score of over and have never had even the slightest "bad mark" on my creditI refuse to pay Protect your home b/c I feel that they failed to communicate with the ADT (reps that I called)
I strongly believe that the staff at Protect Your Home have been trained to be intentionally mis-leading on phone calls when clients call for clarificationIt seems that when a dispute has reached this level you should be able to speak to the same person and not be bounced around every-time you call backI truly believe they are intentionally obtrusive

I clearly requested, on a recorded call, that I wanted to make certain that the contract for service would be canceled if/when my Grandmother passes away, as her home is the home serviced by the contractI even called back to make sure that this would be the caseNow, more than a month after the security system was installed, ADT tells me that if the contract is in my name then I will still be held responsible for the balance of the contract in the event of my grandmother's passingI've contacted Defender and gotten 'the run around'They were clearly informed that I wanted the contract to cease should my Grandmother pass away and proceeded to ask me for my information without informing me that the contract would then hold me liable for the balanceI even asked the installers the same question and was told the same thing, that if my Grandmother passes away I would simply need to provide a death certificate and the contract would then be voidedThere were a total of three separate

We signed up for ADT through Protect Your Home The company failed to inform us that we would have to pay Protect Your Home directly as opposed to ADT Instead, they called us through an unknown number that was sited on the internet as a spam call and possibly a source identity theft They demanded that we pay over the phone and did not offer an alternative option or a means to verify their company identity We even contacted ADT, which reported the number as an unreliable spam call Instead, Defend Your Home reported us to a collections agency, cancelled our account, without even sending notices into the mail, and offered no alternative means of amends Now, rather than having a home security system for ~$a month, we now are expected to pay $and find an alternative security company We have an excellent credit score and never miss payments, but we believe it is fair for a company to validate their authenticity as a company when cold calling a customer over the phone (or

I called to set up a "free consultation." The sales person asked for the last of my social (not my whole social), never said my credit would be run and promised a FREE consultation in which if I wanted to move forward I would sign a contract and then my card would be chargedMy card was charged times for different amounts and my credit was run without permissionI was never asked nor was it implied that my credit would be run and I did not give any permission whatsoeverI have disputed this with them and they sent a letter saying they obtained verbal permission and would not remove the credit inquiry (Donna F sent this letter)It is my understanding that calls are recorded, so I would like to hear the proof that I gave any kind of permission to them to obtain a credit inquiry

I called Protect your home // Defenders on 06/13/about a new security system that I had seen an add for online when I was searching for a new system for my homeI told the sales agent what I wanted to be installed in my home was a 7Inc all in one wireless security system touch screen which is what they advertise on there *** siteSo I set up for new service to be installed at my home on 06/15/@ 9Am which was on FridayWell when the tech got to my home to put the new system in my home he brought in a big control panel key pad and small key pad as a second pad, as he was walking thru my home and getting ready to put the system in I told him that is not what I ordered and that I didn't want that system that I had ordered a Touch screen system all in one and that is what I wanted to be put in that's what I orderwell the tech went out side and made a phone call and then brought back in a 5inc touch screen keypad and said that is all they had at this time that they didn't hav

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 don't like wasting my time "reviewing" things although I appreciate reading them as a forewarning in order to save myself time, money, and headache, so, in this case I will review this TERRIBLE company in the hopes of helping someone else avoid wasting their time
My husband scheduled with ADT to have our house protected Apparently the local company that handles their business for our is Defenders/Protect Your Home My husband paid a down payment for an install on our property The company contacted him and canceled the install for the scheduled day and offered a reschedule date for later in the week (today) Yesterday my husband contacted the company to confirm their arrival for today and was told that yes, they would be there between the hours of 11am and 1pm I called in from work in order to be home to approve the install At 2pm I called and asked what the status was They informed me that we had been removed from the "board" because of an "incorrect quote." I asked to speak with someone in order to remedy the situation and figure out whats going on in order to avoid any future issues (as this has now become an inconvenience) I was then passed to someone else who then passed me back to the main call in voice menu After waiting an additional minutes I was greeted by yet another person whom I had to explain the situation to again She then passed me onto someone that "could help." After being on hold for minutes I called the main number to just outright cancel with this flaky home defense company After another minutes of waiting for customer service to pick up, I spoke with yet another person whom I just told I wanted to cancel I was finally connected with a manager that processed my refund and canceled the install His excuse for the rescheduling was that they were overbooked
There was no regard for the fact that they lied to my husband directly, failed to follow through with two scheduled installs, and then gave multiple excuses and varying stories on why they didn't show They also claimed that they left a voicemail for us yesterday rescheduling They did not
This company has failed on so many levels I am glad I didn't let them install a security system, who knows how unreliable IT would have been

I don't recommend this companyExtremely poor customer service The following complaint against the customer service is long but it may help your future decisions
This complaint is to highlight the disappointment customer service and lack of concern for customers' safety displayed by this company I was left without proper protection for more than days I would not recommend this company to anyone I would like Revdex.com to investigate this company, and I would like Defenders to look at the person who was scheduled for my 4/appointment who never showed but submitted paper work that the service was completed
On 4/4at 845am I contacted Defenders (689-9554) I spoke with someone from the company to ask when my appointment was to re-apply the sensors that needed to be removed I was told that my appointment was for a specific day but at 11-3pm block I told them that I never asked for that time because I don’t get out of work until 430-5pm I was never told that this appointment would be cancelled, but the representative took it upon themselves to cancel my appointmentIn addition to that unilateral decision, the representative never asked me for another date
I contacted Defenders again and spoke to Representative (855am) I had asked to a manager but the representative indicated to me that he doesn’t have a supervisor
I called again that day on 4/and spoke with Michael #asking to reschedule an appointment, as I had not cancelled the original appointment Michael left email with Manuel @ 915am, but no one called him or me back to discuss this issue I then connected with #Sheila at 445pm Sheila tried calling Manuel at 450pm 3x but no answer
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On 4/at 827am I spoke with Sahara and asked her about rescheduling me and the previous day’s incident, and she told me that she had supervisors: RegManager – Levi and On Call Man – Paul Neither responded to my request to connect with them, but Sahara set up appointment on APril 13th from 11-3pm ref* I asked to be on call for possible bump up ref #*** I then was transferred to customer care and I spoke with Hannah (manager is Paul) at 9am I was told to call customer care 800-689-to check if tapes reviewed by Loyalty Dept
I spoke with Customer Care on 4/at 428pmI spoke with a person named Sunshine and her supervisor Sam They listened to tapes, and agreed there was a miscommunication that I never said to cancelled my original appointment In compensation, a Visa card for month of service fee was offered Turns out I have to pay $to activate this card
**The 4/appointment (11-3pm) no one showed up Person indicated it was servicedMy concern is that he/she would have had to have me sign off on the work I would like that paperwork reviewed, as I never signed for that day **
On 4/at 9am I called and spoke with Jasmine (138521) and Supervisor David (90009) Emailed and called service workers, promised to get back to me He called around to let me know no one had called him
On 4/ am Spoke with team about situation from Saturday Indicated an email and call would be placed to resolve issue
4/645am
Kiandre (140222) sent me to Amy (#GNU) set up job # *** Defender should call me if not then call billing 800-689- In a follow call that I made, I was told that my appointment was for 4/– again scheduled without my knowledge
4/26/I made arrangements to be here and David did show up to service the work in a timely manner
I had to initiate several calls to this company, as I did not get responses in a timely fashionI was offered a $certificate for the initial business error, but I have to pay $to get it started I would think that I should be offered months of compensated services for the time I had to take to call and set aside for this issue that took over days to resolve Finally, regarding the service provider who was scheduled for my home on 4/and never showed up but who submitted paperwork that the job was completed, I would like him to be docked that fee and dismissed from his positionHe is not trustworthy

DO NOT RECOMMEND!!! Stay as far away from this company as possibleI normally do not do this and I would love to spend my time doing something more productive than to write about how horrible this company is, but I will take the time and express what happened to me by DEFENDERS so that I may help someone in making a better decision and that is to avoid DEFENDERSI’m in the military and I travel often so I wanted the peace of mind of knowing that my family will be protected in some way while I was goneI scheduled to have someone come and install the ADT security system in my home which I never once would question the competence of the individual performing the install because I ‘assumed’ they would know how to do their jobWell, he didn’t
Prior to confirming proper signal this individual made a gaping hole in my wall to install the security panelUnfortunately for him, he made the hole without testing for the signal in my brand new homeNo big deal, just move the security panel where it would best have signal, except now I have a gaping hole in my wallBy the way, this installation took him and his partner over hours to perform which they didn’t even finish, so they had to send someone else out at a later dateThis next guy was smart enough to find the signal and eventually install the security panelGreat now my security system is installed except I still have the gaping hole, x inches in size just staring at meThe last individual who came and installed the security system gives a call back to me and says that he spoke to his manager and that he will call me directly about having a different company to fix the wall, and I said wonderful I will wait for such a call because he said it will only take about a week
That phone call never came and I waited an additional week giving them the benefit of the doubt, but still no phone call so I took it upon myself to call this individual who told me that someone would be calling meI called, left voicemails, text messages and this guy I knew was purposely dodging my calls because he picked up and then hung up and when I tried calling again he sent me straight to voicemailSo as one would expect, I got upset and I let him know how I felt via textI called the company for answers about damages done to my homeI took days of continuous phone calls to finally reach this person that is supposed to help me
Emily ID# 15998, she tells me that I have to pay someone to come out and appraise the damages for my wall even though I did not cause the damages to my home it was my responsibility to initiate that process and that at a later date I would be refunded the money, do you know how inconvenient that is for someone, to have something done to them and they are expecting you to fix the issue on your own dimeI think it’s great they are willing to pay you for the damages on the back end but for you to front load that entire ** because of their mistake is unacceptableWell, I explained to her that I’m not in the position to be paying for such services and asked her why should I pay for damages that were done to my property when it was one of her fellow incompetent employees that caused that damage to begin withI was furious and not happy with the circumstances
Had I known it was going to be such terrible service from the start I would have simply found other means to protect my loved onesSo for those of you who are thinking about purchasing any services from this company, just for your information you are responsible for any initial damage done to your property if any is doneI would not have taken the time to write all this if it weren’t trueIf possible I will include a picture to show the damages done