Protect Your Home

My wife and I were contacted about installing a security system We received a contact on the installation and pricing on 5/12/ The day of installation was 5/8/ On the contract it stated that I only had days to cancel services Since we didn't receive the contract until after the cancellation time we had no idea when the cancel date was I called ADT security after we received the contract because we decided that we wanted to cancel In the meantime we received a month bill that was higher than the contract stated They used our credit card information to do the initial installation which we agreed to but not the monthly payments My daughter called them to complain and they said there was nothing we could do I contacted the credit card company and I'm disputing the charges We agreed to the installation but didn't give them permission to auto payI feel we were targeted because we are elderly We should have been informed of the time period we had to cancel

September 12,
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 Mr***s complaint and located his records. I do show that we installed his system back on February 28, 2013. ADT corporate then purchased his account shortly afterwards and began servicing his system
In August 2014, we received a complaint that a sensor in his exterior garage continued to fail. ADT advised they would service the customer but wanted us to be aware of the problem. On September 4, we received another complaint from the ADT corporate office that the customer had cancelled his monitoring service back on August 18, due to system issues. We agreed to authorize the release of his contract, and waived all early termination fees. We also advised that due to the age of the system, he was not eligible for any refunds. His entire system worked properly, with the exception of the garage sensor. Unfortunately we cannot provide the resolution he seeks.
We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address his concerns
Sincerely,
*** ***
Customer Advocate
***@defenderdirect.com

Hired them as experts to install a security system They completely missed the mark I had ADT corporate come out to review the install Completely inadequate and they put in equipment that didn’t integrate with my existing ADT system This was a remodel project that was going on for months Had them do a temp install in January and then they finalized April 9th I wasn’t there when they finished I moved in days ago and the system will barely arm using the ADT Pulse system It doesn’t even integrate my garage doors or ANY windows This is a $million home that doesn’t have quality security I have an active security threat

This company came to our home representing ADT (which we had no ides they were not ADT) they arrived in unmarked cars and no ID badgesThe purpose for their visit was to install a home sercurity system, using part of a system previousily installed by another companyThe installer was out on our front porch with myself and a trainee, ran some test and showed the system was compatibleDuring the install I had mententioned to the insatller that cameras were needed, he replied that they do not do outside cameras, I responded that if they do not do cameras we do not want their system as the primary reason we want the system was for cameras, as we can not view our front door without physically going to it and we need our back yard monitoredHe made a call and said that their supervisor from Indianapolis was in town and would call the next day and come out to install cameras (this never happened) he was also told we needed a talking key pad to let us know where the posible breach would

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 *** me offI immediately cancelled my

On 1/29/I contacted, based on an advertisement I received, a home protection alarm system From ADT At the time I did not realize it was Protect Your Home an ADT Dealer In the advertisement the ADT was printed in large letters while Protect Your Home was notTheir advertisement projected a small amount for installation, $99, however when their salesperson arrived he said he could not use my pre-wired system and proceeded to install wireless sensors which ended up costing approximately $ The advertisement from ADT/Protect Your Home stated I had a month money back guarantee which the sales person reassured me I had while I was signing and initialing numerous pages of a Contract Since this system was installed it had failed several times, at least twice from sensors falling off the walls The police had been at my residence at least three times and I was fined and now I have to pay the police department a yearly registration fee because of these alarmsOn the

I purchased an alarm system from this company that was monitored from ADT, I shorty after called and wrote a letter via us mail and requested to use the six month guarantee since I was dissatisfied with the alarm system, I never heard any response, now I have a collections letter from *** *** * *** for $I want them to collect their system and remove this from my credit report

Wow - terribleAnd frighteningI received a misleading ad in the mail for ADTI found out later on, after spending over an hour on the phone with this company and giving out far too much of my personal information, that in fact, Protect Your Home is just an ADT broker/service providerThey are not ADTJust to give me a quote, they asked me for my social security numberCan you imagine?! After I explained multiple times that I just wanted a quote, they quoted me double what was on the flier (of course) and said they could send someone out to show me/speak to me in further detailI told them I wasn't ready/committed to move forward as I was shopping around and they pushed so incredibly hardAfter speaking with a 'Manager' who offered me the sun, moon and stars to confirm the appointment where she promised 'zero obligations, just a visit to show you the equipment, where it would be placed, etc.' she proceeded to ask for my cc #I asked why and she told me that it was only in case I decided to move forward with the install on the day of the visitI told her if I decided to install, I'd happily give my cc thenShe proceeded to argue with me that this was a security measure for her team (hah)I was about to hang up the phone when she finally confirmed for me that they would not and DO NOT charge the cc unless I sign a contractFineThat sound reasonable and in fact, the only legal way to do itI gave her my Amex # figuring, worst case, it's Amex and she just confirmed for me on a recorded line that she wouldn't charge itWell don't you know? I decided to cancel the appointment the next day because the more I thought about it, the more I realized how insane it was that I would consider doing business with a company that I already felt unsafe with through their sales tacticsWhen I called to cancel, not only did they make me speak to difference depts just to cancel the appointment, but they told me it would take 7-business days to receive my refundUmmWhat refund? I never purchased/signed/agreedNo, they told me they had a record of the transaction, that in fact, like with ALL of their customers, I had been charged as soon as I made the appointment (confirmed when I later checked my cc)I explained what the Manager told me, they gave me a million excuses, I asked for a head of CX, they told me there 'wasn't a head of customer experience/service' and they wouldn't put me back in touch with the Manager I had spoken with because they claimed it was impossible to find herI then asked for the Corporate Office, for which they told me they had no way of contacting (of course!) nor contact info for them, etcTheir answers were so scam-ridden, I was frightened that I had given them my personal infoI couldn't believe itThey wouldn't even tell me how to look up their corporate office because of course, like any scam business, they don't just operate under 'Protect Your Home'I later found out on my own (after several nasty phone calls with their reps) that the company is owned by Home Defenders or just, Defenders and to call 317-810-Good luck getting a hold of anyone who cares as I've already left several messages with no responses in returnApparently, this company is setup to keep you from finding out who owns themI cannot believe that ADT allows this company to represent them! Do not, under any circumstances, give this business any of your personal infoAnd most definitely do not sign up with themFrightening that a company who is supposed to give you peace of mind actually operates this wayThis cannot be legal and I'm looking into this further

This first started on 10/24/when I called Defenders to ask if I can give my contract to a family memberThey informed me no I cannot, so I said that is fine I will leave my account as is until I move into my new houseThen on 12/9/I called ADT which is the company that holds the services, and defender is one of their carriers; I was transferred to a *** *** (a different carrier than Defenders) and everything went well, so I thought! Then later that day on 12/9/i received a call from Defenders saying that I need to move my services with them and pay $for the move and my contact would start all over again for another two yearsI then informed the gal whom I spoke to that I already got everything set up with *** *** and rep from Defenders said that I terminated the contract that I need to pay $1, My issue here is that I did everything I was suppose to, by calling the company ADT and telling them that I am moving my services and they were the ones who

When speaking with Defenders in May regarding a system for my apartment in Austin, TX I was not made aware there is a month contractThe installer came to my home in August and upon completion asked me to initial and sign what I thought was a work orderI ASKED him what the cancellation terms were and he said ADT gives you monthsHe was in a hurry as I was as well and never explained what I was signing which was a month agreement with a 75% buyout if you cancelI went to move in November and take the system with me and this is when I learned I was in a contractI asked them to pull the initial call from May to confirm I was informed then, they would not without a subpoenaI moved to the new home intending to take Defenders/ADT until it was discovered the current system in my new home is very high tech and the key pad is flush and built into the wallIn order for Defenders to install they would have to either remove the panel and leave a hole or instal

I would not recommend this companyDefenders are not trustworthy Absolutely disgusting scam and terrible customer serviceESS THAN a STAR! Worst customer service I have ever receivedYou are bound in the contract for years and even if you move you still have to pay for it the years that you signed forWhich I did not mind paying for it for years, You have to pay for moving the services and basically the contract starts all over again!!! They are rip of! STAY AWAY!!!!!!!!!!!!!!!!!!!!

I have service with ADTI signed up in November I moved the following year and called to have my service transferredThey set up the transfer and the installer came and I thought all was doneI got a letter from a re seller named safe street informing me I owe them a cancelation fee of dollarsI called safe street and they were very rude and told me there was nothing I could doHe told me to call my new ADT company DeffenderI called and they admired that they can see the notes where I asked to transfer service not start new serviceThe rep called ADT and they informed her that they won't helpShe also called safe street and they would not remove the cancelation feeEven thought they have notes it was ADTs mistake they are not willing to helpI am in fear of having my credit jeopardized and paying a fee that I don't oweKeep in mind that I still have ADT and am in good standing

I called ADT to schedule my mom an appointment to meet with ADT to install a home security system The lady I spoke with on the phone (1800-373-5147) told me the fee would be $for a wireless system, door sensors, motion detector, digital keypad, backup battery, siren, window and yard decals, warranty and maintenance, wireless key remotes, and a $visa for a monthly fee of $ The technician came and installed the system He put the system in my name and told us all I had to do was call and they would put it in my mom's name He then said the fee would total $ We had days to cancel the service My mom is on a fixed income and is years old I called on April 16, which was two days ahead of the date we could cancel the service I told them we were going to cancel because my mom could not afford the fee that was charged and the monthly service charge that came out to be over $with tax The lady I spoke with told me they would credit my card the charges

Situation: I would like to reconcile the following situationI am saddened that my relationship with ADT has begun this way and as of now feel victimized rather than protected by ADTADT was installed on 7/29/After discussing with my husband, we decided we did not need everything and we were not happy with the systemI called on 8/1/The customer service rep helped me to decide to return equipment and informed me that my refund would be $ When the salesperson came to remove the equipment on 8/2/2017, he confirmed the refund would be $
8/2/was the last day of my grace period to decide to cancel or keep ADT
On 8/15/2017, I saw I was only refunded $I called and the rep told me two pieces of equipment I returned I would not receive money back due to the promotion when it was installedI asked if there was anyway to reconcile the misinformation I was given and was repeatedly told there was nothing they could do
I was transferred to t

Company uses ADT logo and employees wear ADT shirts making it incredibly difficult for the consumer to determine whether they are working with the contractor or ADT directly Spent $beyond the 'package' offered and had installed 3/3/ Had burglar alarm sound and received no alarm call Equipment installed hasn't functioned properly since installation - trouble signal reported on nearly brand new equipment Multiple phone calls to ADT and to Defender Initial finger pointing from ADT that I worked with a contractor and not them Now weeks since installation a service technician is scheduled to come to my home Horrible follow up and customer service following multiple calls by both my wife and I and promises that a technician would call or come out that never happened

I called this business after seeing ADT advertising for free installation and $27.99/month chargeThey sent out a salesman who was very niceHe talked very fast and I thought I understood what he was sayingI signed my name on a piece of equipment he brought into my home, and gave him my debit cardAfter he installed the equipment he told me that I would have to pay $475/monthI immediately told the salesman that I could not afford this on my teacher's retirementI am also a widower and am years oldHe told me that he would remove the camera that day, and said he would remove all of the other equipment at a later timeI was never given a copy of anything that I signedI took him at his word that it would be removedA short time later, my bank account was debited $(November 2017)I have called the company 5-times but no one has helped meThey said that I had days to cancelI explained that I told the salesman THE DAY IT WAS INSTALLED that I did not want this equi

I signed up with defenders home security on July my home was broken into on July 10th the equipment that was installed did not properly workThe intruder was able to walk into three rooms that had motion detectors and should have allerted ADT and none of them were triggered by the assailantADT was allerted when the person was leaving the home and the door senser was set offI called Defender on the July 10th to come repair my system I was not able to come to a resolution to install new working equipment So I requested to cancel my servicei was given the run around and was told someone would get back to me 48-hours and nobody got back to me no return phone callsI reached out to numerous people in the loyalty department for three weeks to still have no cancellationI have every conversation with defenders recorded, as proof of the run aroundThe last person I spoke with is rashad in the loyalty dept he offered a 75% off the contract but that is unexcept

I was shopping for a security system online because I purchased a new home and I’m a single women living alone and want cameras due to there is construction going on next door and a lot of strange men are always coming and goingA stranger was standing in my back yard the first night I moved in so cameras were very important to me.So I completed a short questionnaire online and started receiving calls from 866-441-Protect your home I explained to the young lady Mariah Employee ID *** at protect your home, I need security system that included cameras and I was shopping aroundMariah puts her manager Josh P*** employee ID *** Josh stated I qualify for the New homeowner promotion only one free doorbell camera but he would put a credit on my account for $towards the other 4cameras I needed totalling free camerasI agreed and paid the activation fee of $and got a same day appointmentMariah stated the installer will show me the camera options when he arrivesT

Deceptive business practices STAY AWAY! I was setting up installation for my new home The first problem is that they didn't tell me they were charging the installation fee at the time I made the appointment Their lingo was, "We just need a credit card to hold your appointment." The second, bigger fail, was that they LIED about the monthly monitoring cost I was told it would be $27.99/month and when I called in to check about the charge on my credit card, the girl quoted me $48.99/month because I don't have a phone line I confirmed with sales guy #AT LEAST 2-times that I did not have a phone line and he said as long as I have internet, which I do, it will be fine and the $27.99/month Shady, shady, shady people Needless to say, the installation is cancelled and my money is being refunded

I originally was quotes for a plan and had the installation set upInstallation went smoothly, I had no concerns that the correct service was installedweek later I received a bill for a month and was confusedI went to review my contract, there were multiple pages I had never seen before with my initials and a signature for an *** *** in which I did not signI called to complain to the company and there were less than helpful leaving me on hold for over minutes and transferring my call over timesI then called again the following Monday wanting to end my contract with them due to forged documents and they would not allow me to with out a large penaltyThe contract I was emailed was forged and none of which I had ever seen beforeI am beyond angry with the company and wish I never used their servicesTheir practices are shady and forgery of documents is illegal