Protect Your Home

October 2, 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 an account under [redacted].  Our records show we did install the system on July 28, 2014.  Unfortunately, the technician did not call in the name change request as he stated he would.  However, I was able to produce a Certificate of Installation for Ms. [redacted] so that she can receive the discount from her homeowners insurance.  A copy was mailed out to her on September 30, 2014.  I’ve provided a copy for your records as well.  I did call Ms. [redacted] today and advise her of the certificate coming in the mail. She was very appreciative and thanked me for my help. 
 
            We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address her concerns.
 
Sincerely,
 
 
[redacted]
Customer Advocate
[redacted]@protectyourhome.com

October 9, 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 back on April 17, 2014.  At that time, a 3 year contract was signed.  On August `3, 2014 Mr. [redacted] contacted our office and requested to cancel his account.  He was advised that he was under contract, and if cancelled, he would be responsible for early termination fees.  Mr. [redacted] claimed he never signed a contract, but he did sign for equipment.  We also transferred him to a manager for further assistance.  She pulled up his contract and explained that when he signed one page, his signature is electronically captured and added to each page. Mr. [redacted] claimed he told the technician that he didn’t want a contract. 
However, we have pulled the recorded sales call and confirmed Mr. [redacted] was advised of the 36 month terms and conditions.  Mr. [redacted] himself admitted that he signed off on the paperwork, but claimed he thought it was for confirmation of install only.  I’ve called Mr. [redacted] and left messages about his claim.  I’ve advised him that I will send him a “fraud claim” packet, but based on the aforementioned research, it does not appear his claim of “fraud” will be acknowledged. 
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Claim not resolved. Person I spoke to misunderstood my claim of electronic signature imposing my signature on contract. Please reopen until this is resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  They performed, and I consider this complaint resolved.That said, I wish that both of these related companies will amend their selling and service policies to reward customer service above making the sale and be more transparent in their dealings.   They both need to provide email and phone contacts that are: Published, monitored and responded too.I could make quite the Marketing and Management case study from my experience.  Both of these companies need help at a very basic level, if not from me then someone else.  It is not rocket science, it is simply doing what is right, the first time!
Regards,
[redacted]

October 17, 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]s complaint and located his account.  Our records show we attempted to take over his pre-existing alarm system back on May 17, 2014 but were unsuccessful.  Mr. [redacted] cancelled his order for installation and was refunded his $106.42 install charge back on May 21, 2014. 
Mr. [redacted] contacted our offices again in September and stated that our technician had destroyed his pre-existing alarm system and needed it repaired.  We advised Mr. [redacted] that our technicians are not able to work on equipment other than ours that they are trained on.  We apologized, but advised we cannot repair nor reconnect his old system. 
I reached out to Mr. [redacted] on October 14, 2014 and requested that he provide me pictures of the alleged damage and estimates to repair.  On October 16, I was provided three pictures and an estimate to have his old system re-installed.  Today, I’ve approved a refund of $399.00 to cover the labor estimate provided by Mr. [redacted].  His refund check should arrive in about 10 business days.
We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address his concerns.
Sincerely,
[redacted]
Customer Advocate
[redacted]@protectyourhome.com

October 6, 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 Mrs. [redacted]’s complaint and located her account. Our records show we addressed these issues back on October 2, 2014.  We had received this same complaint from ADT’s corporate office on October 2, 2014.  At that time we provided Mrs. [redacted] a copy of her Certificate of Installation via mail and email.
 
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]@protectyourhome.com

September 17, 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:...

                 Mrs. [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 Mrs. [redacted]’s complaint. We have sent an urgent request to our regulatory compliance team and asked that the address of: [redacted] as well as the names of [redacted] and [redacted] be removed from our direct mail marketing database.   Please allow up to 24 hours for our database to be updated. 
 
            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
[email protected]

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.         [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 records.  We do show that we installed a system on April 24, 2013 at [redacted] in [redacted].  No trouble was reported with her system during the first 90 days that we serviced her system.  ADT corporate then purchased her account and took over handling.  ADT has no record of trouble history or service requests.  Their records show the customer relocated in November 2013 and did not relocate her system when she moved.  ADT eventually disconnected her service for non-payment.  ADT then forwarded the account to us in June 2014 to begin collection proceedings.
 
            Unfortunately we are not able to provide the resolution she seeks.  There is no history of trouble with the system and they did not complete the 36 month term of the contract.  Early termination fees have been applied and all attempts to collect with continue. 
           
            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
[email protected]

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 Ms. [redacted]’s complaint and located her account. We installed her system back on April 22, 2014.  Our records show she began reporting trouble with system back on May 21, 2014 when she claimed someone broke into her home but the alarm never went off.  We checked the monitoring system and no record of break in or system issues.  Ms. [redacted] stated nothing was stolen, but that someone had dumped a vacuum bag out on her floor.  Ms. [redacted] continued to make strange claims about her system and we serviced her on September 22, September 23 and September 27th.  Each time no system issues were found and the monitoring center was unable to confirm any trouble with the system either. The branch manager determined that Ms. [redacted] was dealing with health issues that affect her ability to handle the system. 
 
            We have agreed to release the contract and refunds.  We show Ms. [redacted] pre-paid her 3 year contract from 4/22/2014 through 4/22/2016.  Her account was cancelled effective October 2, 2014. As per our contractual agreement, she will be refunded 25% of the remaining monies.
 
            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

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 Mr. [redacted]’s complaint and located his account. Our records show we did install the alarm system on March 27, 2014.  We then attempted to email a copy on March 31, 2014 but it was rejected as an invalid address.  On May 27, 2014 Mr. [redacted] called our office to say he didn’t get what he wanted so he wanted to cancel.  We explained that he was under a 3 year contract and if cancelled, he would be charged an early termination fee.  A member of our team attempted to reach him on June 4, 2014 and July 2, 2014 to discuss his concerns, but reached voicemail each time. Messages were left but no return calls were received.  Mr. [redacted] called back on August 25th with the same requests. We again explained his 3 year term. 
           
            On September 30, 2014 we received a copy of this complaint from ADT’s corporate office in Florida.  We’ve attempted to reach Mr. [redacted] at [redacted] and at [redacted] but no return calls have been received.  In an effort to resolve this complaint, we will authorize the release of his contract and waive the balance owed.  His install cost of $107.17 will be refunded back to his form of payment.  Mr.[redacted] will also need to contact ADT’s billing office at 1-800-369-0996 to request cancellation of his billing and monitoring as well.
            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

September 25, 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 Mr. [redacted] complaint and located his account.  Our records show we did install his alarm system on July 9, 2014.  At that time, he purchased an upgrade to the Pulse system which made his monthly rate $49.99.  On July 10, 2014 Mr. [redacted] contacted our office and stated he would like to decrease his monthly rate by removing the Pulse feature. An appointment was set for July 11, 2014 to remove the Pulse and utilize the cell back up service.  This decreased his monthly rate to $44.99. 
 
            On September 18, 2014 Mr. [redacted] contacted our office to request to downgrade his service to a landline connection.  At that time, his request was declined, as we only allow downgrades within the first 30 days of service.  Mr. [redacted] became upset and stated that a sales person and the technician had both advised him he could downgrade “at any time”. 
 
            We were able to speak with Mr. [redacted] today about his concerns.  We explained that it was beyond the first 30 days of service, but agreed to allow the downgrade to resolve his concerns.  A job was set for September 26, 2014 to downgrade to the landline and reduce this monthly rate to $36.99. 
 
            We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address his concerns.
 
Sincerely,
[redacted]
Customer Advocate
[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 her account.  Our records show we resolved this issue back on September 18, 2014.  I contacted Mrs. [redacted] and agreed to release her from contract, waive the balance owed, and refunds.  The system was removed on September 23, 2014.  Her install cost of $159.84 was refunded on September 22, 2014.  Her equipment costs of $644.00 were refunded on September 25, 2014.    
 
            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

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.
            I have researched into Mr. [redacted] complaint and located his account. Per our records, Mr. [redacted] did receive credit for the promotion he called in on.  He was given $1,202.00 in equipment credits.  At the time of install, those credits were used towards installing additional equipment, such as 4 glass break detectors and a shock detector.  After the credits were applied, I do see that a balance of $410.88 remained, and Mr. [redacted] paid that with his credit card.
            I do not see that Mr. [redacted] was overcharged, nor were any prices altered.  However, in an effort to assist with his out of pocket expenses, I have ordered a $200 Visa gift card for Mr. [redacted].  It will be expedited and should arrive within 7 business days, directly at Mr. [redacted] home.  This gift card is in addition to the $100 Visa gift card already provided by the sales team. 
            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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  In addition, thank you so much for your prompt attention.  I have never filed a complaint with the Revdex.com before but after weeks of continued frustration I felt I had no other choice.  It is dis-heartening to me to have to go to such lengths to get a matter resolved.  Although ADT is supposed to service the account after set up the two were pointing fingers at each other as to who would resolve my problem.  Again,  THANK YOU for your help.   
Regards,
[redacted]

Review: At first, they claimed they would install a "Top of the Line" service with equipment to accommodate. Then, when the tech arrived he said that was impossible since that option was more costly and always had been. Then when he called to try and straighten it out, they offered me a lesser service for a discounted price AND TWO rebate [redacted] cards worth $100.00 each. Since this made up for two years worth of the difference I accepted. This was on 12/18/14. I'm supposed to mail in a form that was downloadable from their web site. When I did so, the site said they were serialized and only one could be redeemed. From this I surmise they'd duped me for the third time. I'VE HAD ENOUGH OF THESE FRAUDS! I tried to call them tonight (1/5/15) they put me on hold and forgot about me. 15 mi. later I hung up.Desired Settlement: Make them send me the (2) $100.00 gift cards they promised and keep an eye on them. If they keep doing this to people, put them out of business.

Review: I made an appointment with adt to install in my home because the [redacted] came on the phone and told me if I set up an install he would hook me up with his [redacted] overide and get me a "special" deal. The next day before the install, I look in my mailbox and see that exact deal being advertised. That alone is not worth contacting the Revdex.com, but it annoyed me enough to call to cancel my installation and get my money back. As soon as I called and told them I wanted to cancel I literally got transferred around 8-9 times. then the supervisor came on and I told him again I just want to cancel please return my money but he kept talking and talking about how I dont understand what a deal I was getting.. I just wanted to get my money back and get off the phone!!! he gave me the run around until I started to get angry and he said if I raise my voice he will hang up on me..so I calmly asked to please just cancel and he kept going again about how I dont know what im doing and im being irrational. I finally just went silent and let him talk for 5-10 minutes and whenever he would ask a question all I would say is cancel my service...eventually he did but after almost an hour on the phone!!!Desired Settlement: I want my money back in my account as promised and I dont want to ever deal with them again!!!

Business

Response:

After speaking with [redacted] from the company on 10/14/13 she stated the customer was issued a credit on 9/19/13

Review: Rep came to home, provided estimate for installing security system and explained contract. Rep assured us we had a 30 day trial period when we can cancel. After two weeks we decided we were not happy with the installation and did not feel safer with the system. We called to cancel with protect you home within the 30 day time period, but were told we were out of the the 3 day time period. Were told we would be charged a 75% of contract cancellation fee.Desired Settlement: Cancellation of service, full refund, accept return of equipment.

Review: I paid for a service where I felt the company misrepresented themselves as employees of [redacted]. When I discovered that I was not dealing with [redacted] directly I asked for a refund on my initial down payment. It only takes seconds to validate a charge coming from my credit card. Now I am waiting for a credit to be issued back to my credit card. Customer Support is saying that I should check back with them March 6th. Sorry but they need to process these refund requests in a MUCH SHORTER PERIOD OF TIME.Desired Settlement: I was charged $265.36 on 2/20. If it is going to take almost a month to get this credit then I require them to pay me 20% APR late fee ($4.42) plus a $25 service fee for a total owed of $294.78.

Review: I cancelled my account in late December early due to selling my house. I was billed again on 1/23/14 . Called multiple times to get charges refunded. I turned in a written request and few days later get a call from billing that he will process. I call back to check status and it still wasn't performed it was just now being processed a week after I called. I was refunded on 2/12/14. On 2/24/24 I was billed again I called and talked to manager [redacted] to have problem corrected and to have his surpervisor contact me . On 3/11/14 I call back because I still have not been refunded . I talked to manager [redacted] to see status he said everything is in order and should be refunded and billing should stop. I request to talk to his supervisor he said he can not give their email only can request that they call me. I am awaiting reply from that supervisorDesired Settlement: I would like a formal apology and compensation for my time for over 6 calls to them and sometimes being on hold over 10 minutes .

Review: I purchased an alarm system from [redacted] which was installed by this [redacted] authorized dealer, Protect Your Home in January 2012. The unit was defective (a part was later recalled) and the system never functioned properly for the six months it was in my home (I will try to attach a detailed letter of my ordeal which I sent to [redacted] and Protect Your Home in July 2012, after many phone calls and service calls with [redacted] and Protect Your Home representatives. In my conversations with [redacted] and Protect Your Home, both companies have told me to pursue restitution with the other company. Neither has taken responsibility. Most recently, [redacted] informed me it might consider reimbursing me for the monthly monitoring fee, but the original faulty product installation reimbursement must be done through Protect Your Home.Desired Settlement: I am requesting a refund from Protect Your Home for the original product installation fee in the amount of $85.69.

Consumer

Response:

wd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].