Protect Your Home

Customer service- TERRIBLE. Apathetic, and helpless representatives - that's what they are. Consistency- TERRIBLE. They would mislead you and promise you things, Since day one my service was horrible. I should had cancel by they lead me to believe things would get better however it didn't. Now they are saying I would have to pay a cancellation fee. They are horrible and need to be stopped

Protect your home is the worst i’ve dealt with, they are very disrespectful and dishonest. I was given a monthly cost and a deal on equipment over the phone, after install... I’m being charged another price and less money in gift cards as promised for the difference in price. They have Faulty equipment that has to be changed from the very the next day of install. During install I was told that I do not need a motion detector for the equipment I am getting but after install I have problems with the alarm being armed as stay and away and the only way for fix it is to BUY a motion detector now. When the guy was done installing the system, he said cameras and doorbell are on back order and the install will be free so I called backed for an update and now they are saying that I have to pay for this and the technician never told me that. This company is a huge rip off as far as I can see! They are just trying to lock you into a 3 year agreement.

TERRIBLE COMPANY in California! My husband is military and received orders; I specially asked up front when I inquired on service if there was a military clause so if we had to move there would be no issues. The contract for ADT / Defenders was put in my name. When my husband received orders, I sent the orders and a letter from the Navy Sercive Command as documentation to Defenders with a request to cancel. I was told that the orders only apply to my spouse specifically and not to me. They would not honor canceling my contract because his name was not listed on the contract along with mine. Now they are trying to force me to pay almost $700 for having to cancel my service. Thia company is dishonest and manipulative!

I called to get a quote on an ADT system. When the gentleman from Defenders/ Protect Your Home came by to meet my wife, he started installing immediately. He said it was a free trial and he could come back and remove all equipment if we weren't happy. I received his quote for over $2000 on the equipment. I signed the notice of cancellation within 2 days and emailed it back, stating the price was too expensive for us. We then received a revised quote for around $1600, which we signed and agreed to.
We were also quoted $52.99/ month for monitoring which was too high, so they offered us a $200 VISA rebate/ gift card to offset, which still has not arrived.
The process started back in November. To date I have been billed well over $2000 for the install, which I've notified ADT and Defenders of this, I have NOT received a credit back for the over charge. We have also not received the $200 gift card. The install is also still not complete, there are still wires exposed on the interior of our house. The installer has been back mulitple times and keeps forgetting a tool or piece of equipment.

Terrible company!! If I could rate them negative stars, I would. Total bait and switch. I specifically stated I needed cellular monitoring, because my land line is unreliable and I was quoted $36.99 a month. After the install the tech told me the cheapest cell monitoring service is $48.00 a month- which ended up being $52 after taxes. I also told the sales person exactly what I wanted for room, door, and smoke sensors. She said she would use the ones I already had installed and I would get a $900.00 equipment credit. WRONG! Tech said he couldn't reuse any of my stuff and not only did my $900.00 credit not cover the new equipment it was going to be an extra $1000! I said no, not paying more than $100. He installed a half *** system with fewer sensors than I wanted. I called the next day to cancel, that has been awful as well.....lots of time on hold and *** customer service. To top it off, you have three days to cancel, which I did, but my alarm starts going bat *** crazy on the third night! We have not used the system at all and it just started randomly going off and won't reset. Customer service was no help. I finally pried the head unit off the wall and unplugged everything to shut it up. Incidentally, the tech told me if the bad guy rips the unit off the wall before the 30 seconds is up and the call goes out, no call goes out with this design. Absolutely awful experience. I would rather hire the neighborhood juvenile delinquent to watch my place than hire these clowns again.
P.S. Defenders and ADT are different. Defenders only covers and deal with the install. You have to pry your other refund out of ADT. ADT took out my first months payment after I called to cancel and told me it would take a full billing cycle to get my money refunded-it has been almost 30 days and no refund yet.

They are very miss leading in their over the phone sales pitch. Not that they lie they just don't point out all the facts. The $100 visa gift card they offer cost you $4.95 plus the cost of a money order or cashiers check. I went and purchased the system and had it installed, and it was at the end of the installation that I found out their Deception, when it came to signing the contract. Over the phone I told them I wanted 4 outside camera's they don't install those type of cameras as a general rule according to the installer. It would be a special order and cost more. I was not informed over the phone that it would require direct withdrawal from my checking and lock me into a 3 year contract. The next day after giving it some thought I decided to cancel the contract. I followed all the requirement they set forth to cancel and obtain a refund. They didn't point out that it takes 30 days to get my money back . But it only took them less than 10 minutes to take my money. They came out and retrieved their equipment the next day and now I have to wait 30 for the refund. Thats not fair or a good way to do buisness.

Horrible and deceptive! This company coerced my mother who is had of hearing and had never used the security system since it was installed in Oct 2016, put purchase the system with a 3 year contract. To make it worse, they called in July 2017 to extend her contract five years. She had no idea what she was agreeing to do nor did they tell her she was being recorded. I am not sure why this company is in business. If I could give negative or no star rating, I would.

False advertising on initial sales call. Installer started by drilling holes in my wall to install the keypad ("to make sure it works from that area of the house"), THEN sat down to talk about rates and equipment costs. I explained that the rates he was quoting were twice what was quoted to me on the sales call, and only included a small portion of the equipment that the salesperson said would be included. He explained that the salespeople don't really know what they are talking about and frequently misinform new customers. He acted like his feelings were hurt that I wasn't taking his "advice" on what my home "needs" (even though I told him the total cost was far over my budget), but we eventually agreed on equipment and monthly service rate I could live with.
A few days later, I received a "revised" contract via e-mail stating that they needed me to re-sign it . On the new version of the contract the monthly rate had been increased by $7/month. I called and explained that I was not paying a dime more per month above what I originally agreed, and refused to sign it. The decisions I made regarding said service/installation/equipment were based on the charges quoted by the installer on the day of installation. After a few e-mails and calls back and forth Protect Your Home verbally offered to issue a refund up-front for the total amount of the increase ($7/month for 24-month term) in order for me to sign the revised contract. I agreed to do this if they would confirm this via e-mail. At first they said they didn't have a way to send me this e-mail confirmation. I asked them if they would prefer to come pick up their equipment off of my front lawn. They finally figured out a way to send me an e-mail to confirm that the refund would be issued upon my signature of the revised contract. Once I received this e-mail, I signed the revised contract as I had agreed.
2 months later, I have not received the refund. I called today, was transferred to 5 different people, and not one of them saw anything about the refund on my account. They all tried to renegotiate and/or explain why the rate was increased. When I finally seemed to be talking with the correct department, our call was "disconnected" (after I verified my address and phone number) yet the rep did not call me back to finish the conversation. When I called back, naturally, that department was closed for the day.
I will update if I receive a satisfactory resolution. For now, if I could give zero stars, I would. I wish I had read all of the negative reviews prior to mine before I used Protect Your Home to sign up for service with ADT. I foresee a class action lawsuit in their future.

Protect Your Home/Defenders, authorized dealers for ADT, and ADT itself are two of the most
deceitful and unethical companies with which I have ever done business.

In February 2018, Protect Your Home installed a security system in my mother's home after
her death. I told the sales representative the house would be sold in a few months. In September
2018, I called ADT to cancel service since the house would soon be sold. I was informed a service cancellation fee of over $1,100 would be charged for 75% of the balance of the three year contract. Because the sales representative sent the contract to an incorrect email address,
I did not have the opportunity to review the cancellation clause in the contract within three business days. Had I received the contract promptly, I would have canceled it immediately. The sales representative sold me this security system without informing me of the cancellation fee knowing full well that the house would be sold in a few months.

In December 2018, ADT did cancel the contract at my request. However I was still charged the monthly monitoring fee of $52.99 after cancellation. When I called ADT, I was told it takes 30 days to cancel the contract. I said I was not informed of that at the time I called. The representative I spoke to verified that was true and the $52.99 charge was removed from
my account.

Do not do business with either Protect Your Home or ADT.

Too bad Revdex.com isn’t allowing me to give -0 star, because that’s what they deserved from me. Awful service, poof customer service, don’t know how to address a customer. After spending over $1,000.00 with these people, they kept on sending me a bunch of other charges, permit fee for this, permit fee for that after promising me that they would have taken care of all the permits. They will tell you lies just to lure you in then slap you with multiple unnecessary charges. I called them 10 days after the installation to cancel the service because I was not happy with it, because of all of the unnecessary charges, they charged my credit card $1,600 for canceling fee ( Just after 10 days) are you kidding me. My advice for anyone out there, please do your research first because those guys will lie to you to lure you in, then charge you for every penny you own. I should have listened to some of my colleagues, because they have warned me about this company. They didn’t even try to help, they were more than happy to cancel the service so they can collect big payday without even providing any service. Save your money please, please your money and go elsewhere. ADT ( team) should be ashamed of themselves to have a company like this represent them as an authorized dealer. I’m going to make sure that, I’ll tell everyone that I know about ADT and these bands of thieves. Hopefully I can get a second job to pay the credit card bill for the $2,600 ADT and Defenders have stolen from me.

In November 2018 I contacted ADT with hope of getting a door bell camera installed. On 11.16.18 a represent from DEFENDERS came to install the door bell and up sold me on other products, which I agreed too. It took the technician 2 days to install the alarm system and the door bell, which stoped working after 3day of completed installation. I called Defenders to informed them the camera isn’t working. I was told by their representative that a lot of customers with the door bell system had been complaining about the system not working and states he would send someone out to fix it. After waiting a week and not receiving any call from Defenders I called again and was told they didn’t have any technician available in my area for weeks. On 12.15.18 a technician was schedule to come out. At 5pm on that day I received a call from the technician stating he had a full schedule and stated he would not be able to make it. Meanwhile ADT is charging me for a system that isn’t working. After several called to defenders and no resolution I request to terminate my contact. I was told by Defenders customer service Rep that terminating my contact was not an option as their representative have not yet been out to my home to try to resolve the issue. In the beginning of January 2019 defenders sent out a technician, who states he couldn’t fix the door been camera, due to it not being properly installed as I did not previously have wireless systems. The previous technician had rigged the system and states the system would have never been installed since I did not already had a set for wireless. The Technician took pictures and stated he would notify his supervisor and that the technician that had previously install the camera no longer works for the company. I called Defenders and they suggest that I get an electrician to complete the set up and states once it’s done they would be able to properly install the door camera. I informed the representative from Defenders corporate office that I should not have to pay any additional fee for step up since their technician had drill a hole on to my wall from the outside to inside of my home. I than demand that Defenders come and pick up their equiptment, which they did on 1.17.19. I demanded a refund for which I was charged in 11.16.19 by Defenders technician Fernando O SUBTOTAL
414.00
INSTALLATION DATE GIVEN
11/16/2018
8.00% tax
33.12
Total : 447.12 + 106.92 for deposit. After going back and forth with Defenders, we’ve agreed to part ways. It is well over a month. I still have not receive my refund. I called Defenders today 2.18.19 I spoke with Sunshine, who states there no request for refund process. I inquired on the length of time form processing. She informed me with an attitude that I need to wait 30days for the refund to be return. Then asked how much my refund would be I was advised $320.20. I informed here I paid more than what she’s quoting me. I requested to speak with upper management she informed me the process is 30 days for me to get my money back, which isn’t the full amount I paid and now I have the hole that was drilled by their first technician on my wall with wires just hanging out. DEFENDERS *** of my conversation with them today. ????????

Defenders/Protect your home is the most dishonest & incompetent company that I have had to deal with. I don’t understand why you can’t follow the terms of the contract that you created.
I canceled my services within the 3 days time frame but they have refused to issue my refund for installation and equipment, it’s so ridiculous because they have removed their equipments from my home. Every time I call them, I get different answers and get shuffled severally from their rude & unprofessional customer service. The notice of cancellation states that refunds will be issued within 10 business days of the receipt of the cancellation. They received my cancellation on the 21st of January and when you call them, they start saying it can take 30 days, that’s not what is written on the notice of cancellation. They are so untrustworthy. After I canceled, no one contacted me, I had to call to schedule an appointment for them to take out their equipment, which they did on the 29th of January and since then I have had to keep calling them to find out the status of my refund. When I initially called ADT to sign up, I thought I was dealing directly with ADT, it was after signing up and trying to rectify the first bill that I was charged, that I discovered that I was dealing with Protect your home/ Defenders. I was charged at a rate of $59.99 when my contracts states $52.99. ADT has already refunded me my January & February fees but Defenders/Protect your home is just giving me different excuses. Don’t even try saying that the issue is with my Bank because ADT has refunded me the monitoring fees already. I am totally disappointed by your lack of integrity.

STAY AWAY FROM THIS COMPANY ! Don’t let them in your home. My home is in Ruskin and I let them in.My fault, Bad experience. Sweet talker, will rip you off. Don’t sign anything until you see the promises in writing. Do not buy anything extra from them, take what you get for free. I was promised $300 gift card, 3 months of service free, the $40 permit fee will be waived by ADT.
RUDE PEOPLE, POOR CUSTOMER SERVICE

I agree with the majority of the reviews. If there was a star for "the worse" I would mark it. When I chose ADT, I also did not realize it was through Defenders. The tech was awesome. A very nice knowledgeable young man. He installed the equipment and explained it thoroughly. We were very satisfied. It was late and I unwittingly just tapped on the signature box on the iPad. I had chosen to have 4 monthly installments taken out with 0% interest. I put it on my credit card, as that was their policy. You can put in on a credit card, but not pay directly from your bank for the 0% interest or some weird thing like that. The next day, I printed out the forms and realized that the installment box was not checked. I looked at my credit card on line and they had billed me for the entire amount. I called Defenders' billing office to tell them I wanted to change it. They said they would have to send a tech back out and that's the only way it could be changed. I said they needed to reverse the entire payment first. They said they couldn't do that until I had the installments in place. I said no. (Why would I think I would not be charged the entire balance PLUS the first installment payment?). I called my credit card company. They said since the payment was pending, their hands were tied. The payment had to actually post. They also said Defenders could reverse it immediately. I was on the phone with Defenders for at least two hours, got disconnected, they tried to connect me with another department, got disconnected. I must have talked to at least 9 different people. Yesterday morning, I looked at my statement. The charge was still there. I called Defenders. They again told me the same story. I told them I would cancel the order and I wanted it removed. (I was within the three day time period). The rep. said they can't remove the equipment until they receive the cancellation. The only way the cancellation can be sent is by fax or U.S. mail. I took it to *** and asked an *** worker to help me send it. When he dialed the fax number, the fax sound came on, then played music. He said he had never heard of that before. I called Defenders to check the number. The rep. said oh yeah--just hit send when the music plays. We tried about 4 more times and it did not go through. I left and called Defenders again, by this time running out of patience. The rep checked the fax on his end and said he heard the music and did not know what was going on. I said (sorry for the caps) "SO WHAT AM I SUPPOSED TO DO WITH THIS CANCELLATION????? He said send it by mail. It may take a week for them to get it. Ok--I was on my last nerve by this time. I told him I was reporting them and would not ever recommend them, and hung up. I sent the cancellation by US mail certified with a return receipt requested and time stamped.
I had a voice memo on my phone from the tech's manager saying he wanted to make things right and that this never should have happened and he was on the phone with HIS supervisor to reverse my payment and he was going to give me a big discount for all my troubles. It sounded like a very good deal and I said I would get back to him today after speaking with my husband. I checked my credit card balance today and the original payment was now actually posted. I called the credit card company and filed a complaint. I then called the manager and said when can a tech come and get the equipment as the payment HAD NOT been reversed and that I already sent the cancellation in. He said oh I was waiting to hear back from you on the deal I offered you so we could bill you in two installments then reverse the original payment. I said no, just come and get the equipment.
I then texted the tech and told him I was sorry it had come to this. He also asked if I would work with him and his manager to make this right. I said it was not him, but I did not want to work three months with Defender's office. (I found out that when you go through a third-party, they hold the contract for 90 days, then ADT takes over). He said that I could work with him and his manager personally if I had any problems. For some reason, by this time, I did not believe him. And again I said no.
He will be coming out to remove the equipment tomorrow. He also will not get paid for installing the equipment and uninstalling it tomorrow! Now he is out his salary due to Defenders' unethical policy to their customers.
I want to emphasize again that I do not blame the tech in any way. Yes, the paperwork was wrong, but he had been here 5 hours and was extremely tired. It was an honest mistake on his part. It was Defenders' billing and corporate department's policy to make me cancel and cause this young man his salary!
AND, the original charge is still on my credit card.

I was just telling a friend how ADT sends this tools out when you call their 1800 number. They got me for a few years but I've been happily done with them for a couple years now. Just stopped by to reminisce on how much I hated them and maybe take a few bucks out of their pockets.

Tried changing contract
Installer literally did a no call no show two days in a row
Didn't offer any discount for the trouble
Installed cameras and panels not up to electrical code. City made me redo them
Getting a carbon copy statement takes an act of Congress
Double charged me one month. Told them to remove the card from my file or I'd have my bank refuse further charges
Call 2-3 times a day when you haven't paid on time. Which, I didn't half the time because they wouldn't send me a damn statement and I'd forget.
Call in hours of the morning/night/days they legally can't when they want money

Guys, I hate you so much, I'll stop by to give you the finger again in three years when this post expires.

Wish I had known ADT used this company- I had NO idea that it would be this bad. Completely scammed and owing more and more money each time I get a surprise call from a collections agent They will not email you anything- claim they have to send through the mail and customer service will yell at you over the phone. I was told I would pay a total amount for equipment- not that I am paying half today, and half tomorrow. The shady man that came to install assured me that it would be the FINAL payment. Collections let me know that I signed something saying otherwise. I just had to pay another half of something that was NEVER ONCE brought up to me while the install man was at my home for 5 hours that day. I have never experienced something so awful. I'm not sure how they are an accredited company and I will tell everyone I know not to use ADT because of this. If ADT were smart, they would cut Defender off completely. Such a scam. DO NOT USE!!!!!

This company operates a bait and switch practice starting with the first call where they answer phones as ADT.

Next "Defenders doing business as Protect Your Home" offer significant and material incentives as both online and through mailers which include free sensors and $100 credit card + the standard $99 install fee. They happily arrange an appointment on the basis of the incentive provided they have been supplied with any credit card details.

On the scheduled arrival date rather than discussing options or planning the technician will work as quickly as possible remove your old wall plates and install their own equipment.

Once they attempt to up-sell you and you decline, they proceed to install the sensors and leave after having anyone in the house review the invoice. The invoice you will receive will be itemized for every door and window sensor, motion detector, carbon detector - an reflects no discount nor incentive whatsoever and charged separately and in addition to the install fee.

Seems that this is precisely the type of company that should be under investigation and shut down.

This company is very deceiving and have a different contract on file than the one I signed. The higher contract terms and obligations. In addition, they charged a $99 fee that could only be paid by credit card. Once they got access to my card, they charged the first 2-months of service to my card. I had to cancel the credit card to prevent them from making monthly charges for services.

In addition, they never returned to install the door camera.

What's very deceptive is I though that I was doing business with ADT, Inc. This is a scam!

0 stars!!!!!!!!
They are a scam! Pretend to be adt! Don’t follow adt promotions
Don’t follow adt prices
Rude customer service people
I called adt initially and apparently I got adt Defenders. I don’t know one from the other. I called adt!!!!!!!’ Adt phone number!!!!
Total scam. Run fast!

Great install and company. ADT/Defenders is the best in the business.