Protect Your Home

On October 8th I called into defenders because of an advertised promotion they had for home security system. I recently let my other company go because they were getting too expensive; had a break in so I needed new service. I decided to call in. The guy got got me in and asked me what was I looking to get I explained to him everything I had from the previous company. He got me approved and got me in for the $99 installation. I constantly asked him about one of my services (door lock) and he kept brushing me off like just talk to your tech about it so I said ok. The tech arrived on 10/11 and listed everything he was to install and to my surprise the door lock wasn’t on there. So I said I needed the door lock. After he takes down my old equipment and installs ADT then he says there is. $399 activation fee for the door lock (even tho I already had one). I said that wan not communicated to me when I signed up. I called in the following day and asked why is that necessary as the previous company included all that; they said it’s just an activation fee that needs to be paid. So basically I have buy a door lock - so they offered me two gift cards - that probably won’t arrive to me for another 8 weeks. So like my house ‘armed but not locked’. Fast forward to today when I am looking at my statement and it’s higher it’s dupposed to be. I called and asked why is my bill high than what I was told. The rep said well because you have the ADT pulse app which allows you remotely arm your house. I asked him at what point were they going to tell tell me that just to use an app was gon cost me an extra $5 on my bill (mind you the promotion was $27.99 but they said they had to charge me $48.99 because I don’t have a landline). Then I asked him about my thermostat which is another feature I asked the sales associate about. He says to me that’s not something they offer in my area. So I would have to buy a thermostat out of my pocket. There is NOTHING they can do for me. So now I am stuck in a contract paying more than what I was quoted, a door that I can’t lock and thermostat that I can’t change - where it’s getting colder and I can’t even adjust my heat. I have two young kids - this is not cool.

I am in shock that I have just experienced what everyone else has below in the comments. It is a bait and switch scam. This is not ADT, but a "dealer" of which I was not aware when I allowed this company through my door. ADT does not stand by the "6 month-satisfaction guarantee. They have told me that I need to cancel through Defenders (after only 5 days of service in which the install was incomplete and what was installed did not function after 24 hours). Defenders refused to let me cancel because of the 3-day cancel policy, even though the technician assured us this was not the case the day he installed. The installation tech stated that he would finish the install the next week because he didn't have all the components in his truck. He never returned and thus delayed our ability to cancel the services within the allowed window of time.

Disgusting, unethical business practices by both ADT and Defenders.

Technician did a great job at installing but Home Defenders took out of my account the amount of 107.29 twice and weeks later and several phone conversations I still have not seen my money returned to me. ADT so far has been ok but this Defenders contracting company sucks. find some one else to install your services...

The technician and his manager pushed hard even after refusing the service. Technician promised I qualified for alarm system for 27.99/per month but asked me to sign the deal for 52.99/month and the office will adjust the price to 27.99/month. Later the office refused to make any changes. Asked immediately to cancel the service.

The technician and his manager falsely promised incorrect monthly charges. Now I amd frusrated and feel cheated

DC

STAY AWAY FROM DEFENDERS/ADT!! I had just moved to Florida June of 2017 to move my business down here. I received a coupon in the mail from ADT. Once I found a warehouse for my products I called the number on the coupon and spoke with ADT letting them know I needed an alarm for my business. A technician came out about a week later (wearing an ADT shirt, installed ADT equipment and handed me an ADT folder with the contract that said ADT on it) and installed the alarm. About 6 months later I had to get a new business credit card and called "ADT" to let them know for future reference to use this new card. That was when I discovered I wasn't calling ADT, I was calling Defenders. and even made a payment with the new card that day on the phone. About 2 months later my system randomly died. I called to schedule for someone to come out. I asked the customer service rep if she could have the technician call me about 2 hours before coming to my shop. I explained I am the only one running the business, there is no internet at the warehouse or cellphone reception and I need to be out doing sales. She laughed at me and said with an attitude "They will get there when they get there. Nobody is going to call you." Putting aside how she spoke to me asked again to have a call. She said sure and hung up the phone on me. They scheduled a technician to come out 8 days after I called. I was about 45 mins from my shop and I get a call "Hey I'm at your place. Is this a business? It says home security on my paper." That was when I found out they didn't have as a commercial policy. I asked why he didn't call first. He said they never told him to call or he would have. So that appointment got ruined. He told me he would have someone call me the next day. Nobody called after waiting 3 days. I called and asked the same thing as before but specified it had to be Tuesday because I would be out of town Monday and the rest of the week after Tuesday. a week later...on Monday I get a call "hey I'm at your place." Obviously I wasn't there. This guy said he would have someone call me and he was so sorry. Nobody ever called. This happened back and forth from the end of May, to the middle of JULY. I called the corporate office to complain. They freed out the month of June since I had no service that month which was nice. But, seeing how they are my security company and not my gym membership, I didn't feel that they had any sense of urgency or care about the fact that I had not had a working alarm for 7 weeks at my business. I didn't feel that they were competent enough to be my SECURITY COMPANY. So I said I want out of the contract, you guys are not doing your job. They laughed and said sure just pay $1,200 and you'll be out. Of course that wasn't going to work for me. So after talking with the head manager in Illinois she all the sudden changed her story from being on my side to saying like a child "Nope we were there. We came out and you weren't there and that's the story I'm going with." I asked for a copy of my contract. That was the end of that conversation. I got the contract and saw in the business name they wrote a wheelchair business. I do not sell wheelchairs. They wrote in a random business name once they found out they messed up and put me in as a home alarm. Then they continued to call me asking to pay them. I was set up for automatic payment. I said there's no reason you can't collect a payment. Called my credit card company to clear it that my card was fine. 3 months later they call me again to let me know I owe them payments. I was on the road driving from FL to NC and said I will have to check into this on Monday. Come to find out they were trying to charge my old credit card number and never even updated my new card (which I called to update the new card and even made a payment with in May.) After lots of them yelling at me and talking over me and not listening to what I had to tell them, and after being transferred to multiple reps, I spoke to a woman who again was talking over me and yelling right off the bat. Once she stopped talking I told her to look at the card number used in May and wouldn't you know it she said "oh wow we did screw up. Well your policy was canceled on Friday (When I was driving to NC) and we already sent this to collections. I told the rep that IT STATES IN MY CONTRACT THAT THEY HAVE TO MAIL ME A LETTER INFORMING ME OF THE CANCELLATION BEFORE SENDING IT TO COLLECTIONS. She said "Once it's sent to them we can't get it back." The collections people called me and I told them how they sent it to them before a letter was sent to me. And how Defenders said they could not pull the collections back once it was sent. The collections person said... It says here they canceled your policy back in JUNE (The month they freed out for me keep in mind) and had sent you multiple letters. I have never received a single letter once from ADT or Defenders. Then the collections person said we can't pull this collection, Defenders is the only one who can do that. I called ADT and told them everything I mentioned above. Their response... "They are their own company and there is nothing we can do." So ADT, who hired Defenders to represent them, can't do anything for you. So Defenders will walk all over you.

So lets recap. They took over a week to come out to fix my issue at my business which ended up never even being fixed. Their customer service reps yelled at me and are the most unprofessional people I have ever dealt with. They never updated my credit information even though I basically held their hand over the phone to do it. They canceled my policy and sent it to collections the next business day without sending me a letter first which breaks the rules of the contract. They lied to the collection agency about the date of my cancellation being the same exact month that they freed out to me because I called them out on it (Bravo on that one by the way Defenders).

All these people care about is collecting money and building revenue. After they get you in a contract they will not care about you, have any sense of urgency to protect your home or family. If you do decide to go with these people I wish you the best of luck that nothing happens to your alarm. My recommendation would be to stay away from these big companies like ADT and use someone local. I wish I didn't even have to give them 1 star.

I had defender install adt in my house 3 months ago. where I live the cell service is non-existant. after 3 visits from them to figure this out they are supposed to terminate my account. a month and a half after the last visit the stuff is still here and I am still being charged. I am on hold now with them and it has been over a half an hour on hold. also, I have been charged for 3 months of service and paid over 100 for installation. I dont understand why it is taking so long to get this figured out. cancel my service and refund my money like I was told.

Hello,
I am writing to advise that since I found out my services was being handled by this company, I have had nothing but dissatisfaction as well as incompetence with customer service/billing out of the 6 different times I have spoken to someone. They are rude, do not listen, and they have no customer service skills. I have worked in and with customer service for years at end now and this by far has been the most dissatisfied I have come across when it comes to customer service and when its been an error of the actual companies and not the customers. I'm at the point to say if you ever call to have ADT alarm services and they have defender this company do an install or service you please decline and advise you rather have ADT the actual company provide all services for you. Don't get me wrong the installer guys are good and thorough outside of the fact they try to sale you all this equipment that supposedly was already included in the price that you was quote on the phone when calling to setup and start services with ADT, but it will then lead you into having to deal with them on going which is what you do not want to do. I want to cancel/terminate my services after starting up services since I moved in July. The whole move your services is pathetic, the whole process included that they have is bull. For someone who is looking to repair and keep credit on track, its just that bad to the point where I say I do not care if this goes to my credit or not, oh well. They can come pick up the equipment, and I be completely done with them and I handle the credit issue later. Please do not judge me on this grammar in the posting as I am very LIVID at this moment and typing from top of my head. However, my current emotional status does not have any bearings on me choosing to discontinue these services with this company, please do not that.

I am a new homeowner and live alone. I contacted ADT through their website, to inquire about security systems services. I was contacted by ADT to discuss, and she put me through with someone to go over security system plans, etc. On this call I spoke with a Jared M (Service rep.) and received a confirmation of #*** at end of call. During this call I was promised $1,458 in equipment credit and a $100 visa gift card. We discussed that I would be receiving a keypad, sensors for the doors and windows (I needed 7), a keyfob, and glass break detection. The $1,000 equipment credit was actually supposed to cover this, and he explained that I would receive an additional $458 for any extras I was interested in, like full room motion sensor for explain, etc. I paid $100 dollars during this phone call to schedule a service appointment for install.
On the 21st of September, the tech came out to install, in his ADT blue polo. He set up my main security system, and had to do some “paperwork” on his ipad. He then went to his vehicle and came back in, with a box of sample items to show me. I was very displeased as he tried to sell me $5,000 in equipment, then $3,000, then $1,000. (I explained each time that I had just purchased this home and had thought this was all handled on my prior phone call, and did not have extra money to spend). He advised me to purchase one extra sensor, which I did, for $52.54. He advised my monthly service with tax would be roughly $52.54. At completion of installation, I signed the documents, and he advised me I had 3 business days to cancel.
Yesterday, September 25th, I came home to an offer from ADT in the mail for a monthly rate of $27.99 and up to 7 wireless sensors free. I called immediately of course, to see if I could receive this, and they stated it was for customers switching from other security companies. (Nowhere did it say this) so I requested to cancel my services. I was put on hold and an account manager came on the phone. She offered me another free sensor, and another $100 gift card. (I had received no prior $100 gift card). I accepted and said I would continue my service. She gave me a website at that time to redeem my cards.
Today I went online when I came into my office, and plugged in the website she gave me. It is a PDF gift card redemption form for a company called MPELL, and it advises you that you need to mail in the form with a $4.95 cashiers check. I thought this was odd, so I looked up MPELL, and they have hundreds of thousands of complaints against them with the Revdex.com. I was shocked. People never receive cards and they are basically pocketing the $4.95 per customer.
I called ADT after sending them a message via Facebook as well, who then advised me that it was DEFENDER SECURITY who I had my install with (I was NEVER advised of this and again, another shock to me) and that I would need to cancel through them. Apparently, ADT uses them for installs in locations where ADT does not have locations, however, I was never advised of this. I got on the phone and requested cancellation as I am not comfortable with the service at all, the gift cards seem like a scam, and the entire process seems like a scam to be honest. The woman I spoke to refused to let me speak with a manager, advised me I cannot cancel as the paperwork stated the 25th was the last day. (Might I add ADT said that was an error on their end, and of course 3 business days from Friday late afternoon is today) and Defender advised me that they count Saturdays as business days. (It does NOT say this anywhere on any of the documents). She was screaming at me and behaving extremely unprofessional, and stated if I want to cancel I have to pay 75% of the contract or I will be sent to collections. I faxed in the required documents to cancel and have heard nothing. Also, backtracking to the first phone call, they had asked for the last four of my social security, and I asked if a hard inquiry would be put on my credit. I was advised it would not, and low and behold it has been.
I am so uncomfortable with this entire process and this entire thing seems like a scam. ADT does not advise you that another company will be coming out, and they pose as ADT. Now, they are giving me trouble and will not allow me to cancel. I have now had to obtain an attorney and have an appointment on Friday to meet with them. I cannot imagine being stuck with this company for 3 years just to avoid collections. If there is anything you can do to help me, and to expose this I would greatly appreciate it.
I think other people need to know what is happening as I am completely blindsided by this entire thing.

After 7 phone calls to ADT today as of SEPT 25th, been 3 hours so far. I have noticed that their security advisor was from Defender Company. From what I see and went Thur the whole process, their security advisor is the new ADT sales representative. I was offered for a certain price for monthly fee, but the bill comes out higher than offered from the actual security advisor who's really trying to sell the service promised. I never sign any contract with them but according to them I did sign the contract. They said they will send me a copy of my contract to me without my email since they never had it and never asked me for my email address. The only paper I see was the installation paper without the actual name and with a massive amount of equipment fee that I was told it won't be charge to me but apparently that is also a lie. As of now I feel like this whole process is a fraud, The company put my credit card down as automatic payment without telling me or asking me for it, at the same time they send out bills saying I have to pay for the same time and same amount with a check too, thats call Double charge. I am considering paying an attorney to get ride of the service with ADT for all the fraud and horrible customer service. I will never do anymore business with ADT.

What a bait and switch. I moved and got a flyer about $27.99 a month & no up-front charges outside of the installation (which is negated by a visa gift card). I made this order and confirmed that I did not have a landline and this would not be a problem. Assuming we had a deal in place, they came out here and began installation. They up-sold me to buying more equipment than I needed, no big deal but be prepared for that. However, once he was about 80% through installation he informs me that since I did not have a landline I had to have the upgraded service which costs 52.99 a month. He is insistent that I can call and negotiate this OR that I can cancel within 30 days and have no issues. It's late on Saturday night and he mentions he is in a hurry numerous times. I let him finish. I call ADT corporate that Monday, they tell me that a third party service had this contract (Defenders) and they could not do anything about it, but I should have 90 days to cancel. I then call Defenders and they give me the run around placing me on hold. Unfortunately I was traveling and did not call back for a few more days. There's the biggest gotcha: Defenders only lets you cancel within 3 days, and it's right there in the numerous paged contract that I didn't thoroughly study--DO NOT BELIEVE A WORD THE INSTALLER TELLS YOU. I am on the hook for 36 months worth of payments at a rate of double what I was quoted. I cannot believe companies like this exist in 2018. Stay away, stay far away. I cannot wait for September 2021.

Georgia Power recommended ADT as a partner and offered a discount if so chose to protect my new home with them. I set up the installation for Saturday July 14th, paid the $100 installation and waited for the tech. The tech arrived and was courteous. However, he wasn’t very knowledgeable. He kept walking outside to call his manager about the basic information. They worked out a deal that added $500 in activation fees for two remote door locks. He said he was new and didn’t have all the supplies plus because we’d just bought the house we hadn’t had the internet installed and he needed the signal to complete the install. I agreed to his return in July 17th to complete the system install. Over the next day my husband and I talked and decided we didn’t want to go through with the system because we felt rushed and wanted to make sure we were making an informed decision. I called ADT early on the morning of the 17th but they were unable to reach the tech before our 9am appointment. I also called the techs personal/work phone and was unable to reach him. He arrived about 9:10am. My husband informed him that we were not going to go through with the install. We asked him to come in and take the equipment that was here. He’d placed three sensors up and the keypad for signal on Saturday. He removed the unit from the wall and popped off the sensors and headed out. I walked in the living room and saw the smoke detector. I called the tech back and asked him to please come back as he left the smoke detector. He returned and took the last of Defenders/ADT equipment. At the time that he left my hom I was on the phone with a manager from Defenders explaining why I did not want the service. He said he would notate the account and I needed to send in the completed form to cancel service to the number located on the form. I followed the instructions. There was a missing signature and a representative left a voicemail that I needed to forward over the same form but add the signature, she stated my account had been cancelled and I would receive a full refund and the billing would stop (hence the need for the form being correctly filled out). I sent the form back in completed on July 18 (my last day to cancel officially). I did not hear back from the representative that the form was received so I called on the 19th. I was told that it was received and my account was cancelled once again. I was also told it would be 30 days before my refund was processed. It is now September 20th and I have been on the phone with countless Defenders representatives, some who are very polite and professional, others who were very rude and solidified my choice not to go with Defenders. However, I am still receiving alerts from my credit card that ADT has tried to process a payment and I have not received a refund. I have received text messages stating call because there is an issue with my account, once I call the representative says they don’t know why I received the text and to ignore it as they haven’t had an opportunity to remove me from the list. Once I began receiving letters stating there was still a signal from my home I called and they said they weren’t sure how if the equipment was all gone. Finally, someone expressed that they needed to investigate my account and get back to me. The notes on the account were contradictory. As a consumer I have no control over the representatives who notate the account. I can only go by what they say to me. NO ONE has gotten back to me after I’ve called three times to find out the status of the investigation. I was told on September 5 that a representative named Aree would get back to me after the last person assigned to review my account did not follow through and to allow 24-48 hours to hear back. I expressed that my family was in mourning and that I’d like to fix the issue and focus on my home. She assured me I would hear back from her as she was a member of management. I have not heard from her and have returned home from the burial to more letters from ADT and new charges from the company. I am at my wits end with this company. I am owed $633.27. Along with any new charges for a system that was never fully installed. I know every conversation was in a recorded line please follow up.

ITS A BAIT AND SWITCH OPERATION. BOTH THEM AND adt ARE NOT OPEN AND HONEST AND ARE VERY SHADY. now im saddled with some bill for a 3 year contract which is bull and only because I wont install at my new place. they said if I sign up for a new 3 year contract and install then they can pay off my past due amount to ADT. but yet when I call ADT they tell me I have to deal with defenders and I keep getting bounced back and forth. this whole thing is ridiculous and not on the up and up. stay far away from them and ADT.

Horrible company representing ADT as a Premier Dealer in Tampa Florida area. Installed equipment that was not the equipment they promised on the phone and the basic system does not even allow remote access or ability to arm/disarm via web or mobile. Horrible experience, I cancelled the contract!

The installation took a little longer than I expected. However, the technician was very friendly and answered all my questions. I have accidentally set the alarm off 2 times and the response was almost instantaneous which gave me the feeling/comfort of security.Feeling se

I would not give them an A+. My husband and I set up an appointment for them to come out to set up our security system. They requested our debit card number to put 99. On hold until we completed the paperwork for our system. They started it would not come out of our account until this was completed. We did not go through with the deal but the went ahead and took the 99. From our account. They said the purchase was voided. It was not voided. They took the money from my account. I called the bank and verified it. I will not be doing business with this company ever!!!

They wont honor contract. called several time to resolve issue, keep getting run around. I would recommend you avoid them. Will be seeking legal action against them. Its gotten that bad.

I woukd select 0 stars but that is not an option. I cancelled timely and this scam company continues to bill me. Fuling a lawsuit. STAY FAR AWAY

I am so displeased with the service I received through Defenders Protect Your Home. First, I thought I was signing a legal contract for a certain price which was signed by myself and the technician, hours later I saw a different amount was charged to my card. My roommate called Protect Your Home's customer service to inquire about the high price, the women who claimed her name was Payton spoke openly about my account to someone who is not listed on the account without my permission/acknowledgment. I think that is a huge invasion of privacy, and quite honestly I am afraid for my information going forward. Once I was aware my account was spoke of I called what I found online as the corporate number, the women on the phone stated the higher price was normal protocol until ADT "accepted my contract" at my quoted price, however no one explained that to me during my install process. I find that very misleading, fraudulent that no one explained I would be charged a different amount then I signed for. I then wanted to speak to a supervisor about the matter so she transferred me to someones voicemail and I left my contact information and problems/concerns via the voicemail and it has been three business days and I have not received any response. I am very upset and will never use this company again, nor recommend it to anyone. I wish my business was more valued and the customer service made me feel like I was heard, this is a poor way to run business. No one reached out to me to help or calm my un-nerving feelings. Very displeased and will not be back.

Very courteous technician who gave helpful explanation of your technology. Not high pressure sales or scare tactics. Technician had some challenges with installation and had to call for someone to help him. Was a long evening on a Friday night from 6:00-10:30 but they got the job done.

STAY AWAY FROM ADT AND THIS COMPANY!!!!!
I sent a request online for ADT got a call in less than ten minutes from Matt. After talking to Matt I was not set on going with ADT he said let me get some help to make this work. Was transferred to a supervisor Palmo employee id 9086 and was given a deal I was good with. Installer was at the house less than 48 hours later. Installer comes in and installs the main panel and then starts talking about the system. After reviewing the accessories we elected to remove some items to upgrade some other items. This is where it gets good, wait for it. I am then told the monthly charge is going to be $52.99. I tell him I was quoted $27.99 and he said oh that is for a system with a land line and there is no phone line where you asked for the panel to be installed. Proceeds to tell me that he is going to cut me a deal and him and his boss will pay the difference out of their own pocket from the quote to the actual amount for the first year but after that we would have to pay the full amount. I disagree with the offer and I inform him that if ADT is not going to stand behind the quote then we do not want the service. The installer takes everything down leaving a 1.5 inch hole in my wall and damaging the wall around the plug and leaves. I start making phone calls to find out that I was never dealing with ADT and it was Defender. I get transferred to Defender and Cindy at Defender tells me well this is what we have and they are not going to charge me for something that I do not have. I tell her so basically you are agreeing with me that this is wrong but that I am just up a creek. Her response was well if you want to put it in your own words then sure. I ask to speak to someone who wants to listen to my customer complaint and to which she responds "Really, Really Really *** did you not hear me when I said you are not one of our customers. You elected to not be one of our customers when you sent the installer away. So let me just see if decide how we can assist you." At that time I was put on hold and hung up on after 25 minutes. I call ADT corporate and after talking to two different individuals and then Jade in customer relations I was told well we will notify Defender of your experience but at the end of the day it was not with ADT.
WOW what a way to do business.