Protect Your Home

Defenders installed ADT equipment in our home during OctoberWe paid $for the equipment and we are now paying ADT for monitoring serviceThe equipment is NOT working properly despite several visits by techniciansWe were unable to set the system and motion detectors this eveningThis is NOT the first timeEach day something else unexpected occursI called the company this evening and requested they remove the equipment as we require equipment that is reliable and worksI was told that there is a day recision period and the only way I MIGHT be able to get out of my contract was to have technicians come out three more timesMy husband and I have already taken off more time from work then we can affordThree more visits with hour windows is another hours we do not haveThe customer service representatives were totally unsympatheticIn fact they were downright rude and hung up on me despite how upset I wasI have NEVER NEVER NEVER had such a horrible customer experie

This company is horrible to work with! I had a contract for a city address and moved the system to a rural homeWe had the cell phone (pulse) service and wanted to keep it!
It took two entire days for them to install the system (day one was literally from 8am to 9pm and the tech returned on a Saturday for another hours!!) at the new home and they hooked it up via landline the first day "to save their behinds" - in the words of the technician; when we stated we did NOT want the landline service! They completed the work while I (the account holder) wasn't at the new location - they are also not supposed to do this! They also signed the contract for the first day even though I expressed concern that the service we wanted won't be installed until the next day - the technician stated they couldn't leave there until the contract was signed and the system was up and running somehow - the same day, but it was not working properly!! They continued to lie, hooked us up to a gateway which

hi
I am a customer of ADT HOME SECURITY since September of last yearDEFENDERS is the company that did the installation and /or handles billing
recently I called them to inquire about them for running an hard inquiry on my report , which I was not aware it would stay and appear on my report for years
after a marathon of transfers and speaking to different associates from different departments, trying to explain to them situation , and the fact that , this almost a year after the run this hard inquiry , to remove it !!!!i could not get through anyone's common sense
I try to explain to them that for $monthly bill it it impossible to comprehend for this service to do that to consumers , it is really damaging especially when you need good score to apply for any type of loan.this is the reason for me to try and ask them to remove this inquiry personnel was unwilling to connect me with any superior even after the fact , that for numerous times , I politely asked t

I called to make sure that when I return equipment that I understood what I was getting back as a refundI was given wrong information and I was also told that just because an employee tells me a price and a guarantee that the company doesnt have to hold up to what the employee says Also, I was supposed to be given a reduction in charges for the remainder flex payments and when I called a second time my account did not reflect what I was toldOne important thing to note is that I made the initial complaint on day two and three of my contractProtect your home is a partner to ADT and ADT had it noted in their system that on day two of my contract that if I was not going to be given the refund that was promised or the reduction rate then I will probably cancel my service

When I saw the ADT advertisement, I called in the company to ask them for a quoteAlex #the customer service answered the phone and explained me all the different plans and promotion they haveAs a result, I agreed the company to send a technician to my house to access how many doors and how many windows I need in order to choose a correct planI also told him that my house was under repair and I would not immediately using their serviceThen, he agreed that the technician would first start to just evaluation and then, from there I could choose right service in the futureTherefore, I made an appointment on June 5th afternoon pmThen, he told me that the company will charge a fee, total amount is $If I didn't choose the service, they would refund me that moneyHe also told me that he would forward the service package to me so that I had better idea (however, I ever received that package)
On June 5th, I was at work, so I had one of my friend waiting for the techni

Okay my husband saw an add from Adt who Defenders is a provider of, they have an advertisement that for first time customers the monthly bill will be $a month, my husband called and they told him it was for all sensors, stickers etc for a year, then when they came to installed it, the guy who installed it said it will be more if we didn't had a landline, we had schedule to install the land line the same day but they couldn't make it from ***, so the guy said to my husband no worries I will tell them somebody need to comeback when the land line is on and will be the same price he even wrote it out and signed it, we have a picture of the document, but the guy lied and when my husband called again telling them what the installer said they said no it will be more money, my husband called to cancel and we received a letter from the Account Services Specialist from Defenders, employee number Kellie F* ticket number *** that the account was cancelled as of 8/30/an

Defenders came out to install a security systemInstallation was not completed as he couldn't get cameras installedI was quoted free equipment and I was to pay for installation and get a $visa cardThe installer charged me $for equipment and never gave me a gift cardInstallation was SatDecand I called ADT to cancel DecSunday and was told call back during business hours ( I did not know I was working with a third party I thought I was working with ADT)I called Decand got put on hold and I hung up since I was at workI called on Wednesday Dec and a woman told me I had to fill out a cancellation formI did not have it so I asked for her to email and I would fill out and fax back because I had access to a fax machineShe did not email the formWhen I confronted her on it she said she did and to check my spam accountI checked all accounts she did not email the form and she was very rude when I asked her to forward me the email so I can see it wa

Problem also contains Contract, Advertising/Sales, and Customer Service issues
Invalid/Unauthorized Withdrawals from Bank Account
Along with the mislead conceptions of the alarm services that I’d receive altogether (which is explained below), I’ve had ADT for less than days, and unauthorized/questionable charges have already been deducted from my bank accountOn December 17th, ADT deducted $from my bank accountI contacted ADT on January 3rd when I noticed the charge inquiring as to why $was withdrawnI was told the first payment was supposedly a prorated of the month of December and payment of January which still seemed to be much counting the prorated amount so I was skeptical of the charge
Then, while checking my bank account on January 3rd, there was yet another charge of $which I know is invalid, because of the explanation of the $98.77, so I already have a distrust of having auto-withdrawals set up with ADTI have attached the documented invalid charg

I signed a contract with Protect Your Home (aka Defenders) for ADT services on 4/10/for $per month After discussing it with my wife, we decided we didn't need equipment warranty coverage and wanted to instead pay only $per month as we were quoted before the installer had arrived I called the next day and on 4/13, they sent a fellow to my home and I signed a new contract for $per month Since that time, automatic deductions have come from my bank account every month for $ When we got a billing statement in April and every month after the automatic deduction comes through, we call the company to complain and are told that it takes time to update billing information and it will be done On June 20, 2017, my wife, ***, called and was passed back and forth between ADT & Defenders on the phone for minutes The end result was that my wife faxed our copy of the contract to Defenders, who agreed to correct the billing after they had days to process

Our complaint lies with Rossi B***, a Security Advisor with Defenders, an authorized vendor for ADT
Our family contacted ADT late December to acquire a security system for our homeAs an authorized vendor for ADT, Defenders acted as the seller and provider of the security productsI spoke directly with MrB*** about the productOur one hesitation about purchasing the system was that we did not want to get locked into a contract, since we knew that we were moving in eight months and that we'd likely move to an apartment building which did not accept an outside security systemWe were told explicitly by MrB*** that ADT contracts last two years and that we would have to pay percent of the remainder should we cancelWe nearly declined the system as a resultBut MrB*** and his manager, Harry, promised us that we could get out of the contract if we could provide a letter from our new building stating that it did not accept security systemsWe

During alarm installation the tech partially fell through the ceiling causing damage to my homeThe tech provided a customer service number to file a damage report for repairEach phone call to this company I have been provided with a different number, fax number or email address to send requested items reportedly needed to process the repair request and told I will be contacted back in to daysThere is no real customer service line for damage claims and none of the customer service individuals spoken to take part in any of the process other than providing another number you must call or fax number / email address to send damage estimates toAs of today around attempts have been made by phone only to be provided information to someone else who supposedly processes damage claimsCompany email addresses have been provided during some of these calls stating customer relations deals with damage claimsattempts have been made by email to the address provided and not one recei

The gentleman who did my instalation was most helpful and courtious A true profesional with a great personality I would recommed this service withour reservations

I wish I have read the reviews before I contacted Protect Your HomeIt was a nightmare dealing with this companyIt is a shame that ADT would allow this company to be its "Authorized Dealer"Don't trust their adsRead the tiny fine print very carefullyThey will try to sell you any additional equipment for 6x, 7x of the market valueYou will end up paying thousands more than you would have thoughtThe installation technician took away our old equipment (panels, smoke detector) without askingThey stole them and they would not admit it of courseThe custom service representative was extremely rude and hung up on me when I told her the fax number to cancel doesn't workWhen you see this company, scream and run away!!

On or before Sep 5th, I called ADT for questions about security service at my homeI share this home with my 85yr old motherI currently live out of state and packing to move back to CaliforniaI called the local ADT, spoke with a customer service repThe one thing I wanted was to make sure my mother was safeI spoke with him primary about cameras, out-doors, one in the front and one in that backThe rep stated yes we can take care of that, he went on to say, I can get you one of the cameras free and let me see if I can get you a discount on the second cameraHe put me on hold, and came back a few minutes laterI ask about range of viewday or nightSince my mother will be home most of the time by her self I wanted to feel comfortablehe told me about ADT pulse and how I can log into my phone and view my propertyI had no reason to think that ADT or agent didn't put up cameras to view your property since I see it all the time I felt goodI set the date and the install wa

September 22, 2014
 
Revdex.com of Central Indiana
22 E. Washington St., Ste 200
Indianapolis, IN 46204
 
Defender Security Company
DBA Protect You Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240
 
Re:...

                 [redacted]      
Complaint No. [redacted]
Acct. No.         [redacted]
 
Dear Ms. [redacted],
 
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
 
            We have researched into Ms. [redacted]’s complaint and located her account.  Our records show she did have an appointment set for 9/9/2014 which had to be rescheduled as the technician arrived before she was home from work.  Another job was set for 9/20/14 and was completed as scheduled. 
 
            We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address her concerns.
 
Sincerely,
 
 
Marla W[redacted]
Customer Advocate
Marla.w[redacted]@protectyourhome.com

September 12, 2014
 
Revdex.com of Central Indiana
22 E. Washington St., Ste 200
Indianapolis, IN 46204
 
Defender Security Company
DBA Protect You Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240
 
Re:...

                 [redacted]      
Complaint No. [redacted]
Acct. No.         n/a
 
Dear Ms. [redacted],
 
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
 
            We have researched into Mr. [redacted]’s complaint and located his records.  I do show that he ordered his system back on August 23, 2014 and requested to be installed on September 5, 2014 between 3-6pm.  The sales rep did enter the request, but due to high volumes, we were not able to secure that date for him.  We continue to experience a high volume of requests in that area and have not been able to secure an earlier date at this time.  We will continue to attempt to secure an earlier date and will follow up with Mr. [redacted] in regards to this. 
           
            We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address his concerns.
 
Sincerely,
 
 
Marla W[redacted]
Customer Advocate
[email protected]

September 22, 2014
 
Revdex.com of Central Indiana
22 E. Washington St., Ste 200
Indianapolis, IN 46204
 
Defender Security Company
DBA Protect Your Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240...


 
Re:                  [redacted]         
Complaint No. [redacted]
Acct. No.         [redacted]
 
Dear Ms. [redacted],
 
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
 
            We have researched into Mrs. [redacted]s complaint and located her account.  Our records show she has reported trouble with the glass breaks on several occasions.  The last record was on 9/15/14 when we contacted the branch manager about her system issues.  At that time the manager stated we’ve tried a few different things but were not able to resolve the issues.  Due to this recent information, we have agreed to release the contract, waive the balance owed and refunds.  We attempted to reach Mrs. [redacted] today, and a detailed message was left with my direct contact information.  Once we speak with Mrs. [redacted], we will set up a time to remove the equipment, so those costs can be refunded.  I have entered a refund request today for the install charge of $157.40.   
 
            We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address her concerns.
 
Sincerely,
 
 
[redacted]
Customer Advocate
[redacted]@defenderdirect.com

October 14, 2014
Revdex.com of Central Indiana
151 N. Delaware St. #2020
Indianapolis, IN 46204-2599
Defender Security Company
DBA Protect Your Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240
Re:...

                 [redacted]
Complaint No. [redacted]
Acct. No.   [redacted]
Dear Ms. [redacted],
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
We have researched into Mr. [redacted] complaint and located his account.  Our records show we installed his system on July 28, 2014.  We do show he was offered a $100 Visa by the sales team.  We apologize for any trouble the redemption process has caused and will gladly get the Visa processed for him.  I’ve called Mr. [redacted] today, confirmed his $100 Visa is being shipped and also advised that I’m providing a $50 Visa to compensate for his troubles.  Mr. [redacted] thanked me for my assistance. 
We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address his concerns.
Sincerely,
Marla [redacted]
Customer Advocate
Marla.[redacted]@protectyourhome.com

October 2, 2014
 
Revdex.com of Central Indiana
22 E. Washington St., Ste 200
Indianapolis, IN 46204
 
Defender Security Company
DBA Protect Your Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240
 
Re:...

                 [redacted]      
Complaint No. [redacted]
Acct. No.         [redacted]
 
Dear Ms. [redacted],
 
This letter is in response to the complaint #[redacted] filed by [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
 
            We have researched into Mrs. [redacted]’s complaint and located the account under [redacted]. Our records show we corrected the paperwork issues back on September 15, 2014.  The new paperwork was mailed out on September 16, 2014. 
 
            In regards to the $612 being waived, that was handled by ADT corporate.  Please refer to ADT’s billing office at 1-800-369-0996 to confirm the old balance was waived.
 
            We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address her concerns.
 
Sincerely,
 
 
Marla W[redacted]
Customer Advocate
Marla.w[redacted]@defenderdirect.com

September 9, 2014
Revdex.com of SE Florida & the Caribbean
4411 Beacon Circle #4
West Palm Beach, FL 33407
Defender Security Company
DBA Protect You Home
3750 Priority Way South Drive, Ste 200
Indianapolis, IN 46240...


Re:                  [redacted]         
Case No.         [redacted]
Acct. No.         [redacted]
To Whom It May Concern,
This letter is in response to the complaint #[redacted] filed by [redacted].  By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.
            We have researched into Mr. [redacted]s complaint and located his account.  Our records show we did reach out to Mr. [redacted] on August 27, 2014 in regards to his concerns.  We agreed to provide a $150 visa gift card to compensate for the cost to re-install the Pulse system at his new home.  Mr. [redacted] accepted our offer and scheduled his re-install on August 30, 2014.  It was completed as scheduled and all issues have been resolved.
            We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address his concerns.
Sincerely,
[redacted]
Customer Advocate
[redacted]@defenderdirect.com