Protect Your Home

A friend helped me research security systems and set up an appointment for me to get a quote from ADT on 7/27/19. We did not know that it was actually Defenders. When I received the quote, I agreed to have a security system installed and was given a paper stating that the equipment I selected would be at no cost to me. They asked me to sign a contract that was in my friend's name. I told them it was not my name and they told me the contract had to be set up in my friend's name since he set up the appointment. They then told me that as soon as the contract was set up, they would transfer it to my name and they took my payment information for the recurring monthly fee. They did not show up for the appointment to install the system. When they finally came back to install the system on 8/16/19, I was out of town. They told my son there was a charge of $540 for the installation and they told him to scribble a signature where it asked for the account holder's signature. They came back out twice to fix the installation. After four months, the service was cancelled by ADT. I never received a bill in the mail and thought it was set up for automatic payment, however my friend received collection calls. Each time he received a call, he told them that the account was not his and gave them my contact information. I spoke to 3-4 different people over a period of months. Each one said they would look into it and get back to me, but I never heard back. I spoke to the collections manager, Kamillah multiple times and she said she would get the account put in my name and have the service reinstated. Charges to my credit card began in April 2020, but the service has never been reactivated. I have called two months in a row to dispute the charges and was told I don't have an active account so they don't know how I am being charged. They say they will look into it and get back to me, but again, I never hear back. I would like to have the $540 credited back to me since the quote indicated the equipment would be no charge. I would also like the service activated in my name.

Protect Your Home never installed all of the equipment and after the technician could not finish the install I requested to cancel and the company does not want to cancel the contract or pick up their equipment that was installed along with the equipment that was not installed.

I called to inquire about changing my automatic payment date of my last payment. To avoid bad fee I asked to push back 5 days! I was told per my contract they can’t cancel an automatic payment. However my contract states otherwise and advises I have to call 10 days prior debit or charge. I’ve was given the runaround as to why my contract states something that is not valid call a number for corporate and was hung up on.

We had a wired system in place that the previous home owner used without issues. Protect Your Home identified themselves as ADT, but didn't make it clear that they were a provider, rather than ADT themselves. We were told the previous system didn't work. The tech removed it without asking and told us that we'd need a new system, but not to worry because we had a $2200 equipment credit. He hooked everything up aside from cameras and told us to call him back on his personal cell phone when we were done renovating so that (previously owned) cameras and a new touchscreen could be installed at no additional charge. That definitely didn't happen. We were asked to pay $600 for a touchscreen and $275 per camera because the cameras we already owned were not compatible. We explained our situation to Protect Your Home and they said there was nothing that could be done. Also, we've yet to receive the $100 Visa gift card and it's been three months with no return calls. In my opinion, they are not trustworthy and have poor business practices in place. Because of this distrust, I will not recommend ADT or Protect Your Home to anyone. There are much less expensive systems available with MUCH better business practices in place. We've learned from our experience.

Had an install on this past Saturday. My goal was home automation (i.e. outside light control and thermostat control) In instead ADT left with $1400+ in their pocket and I have backyard camera, free doorbell camera that is delayed, a auto lock door that I rarely use as a entry and exit point. I discussed in detail.with sales what I wanted. The tech nor his manager wore mask the entire time. I am a single mom of a three year old and we had to mask from 9am to after 3pm. I think that was VERY disrepesctful in the middle of this awful PANDEMIC. I am looking for a resolution and I am still trying to figure out why the sale of the lock was pushed so hard. I was told that I was 1 of 12 in the Georgia to get this lock. Well, I never discussed locks on the sales call. Never once did the tech offer a thermostat or light switch controllers but was sure SHOVE that high dollar door lock on me..For a door that I rarely enter and exit from. I wanted thermostat and porch light control as I had with my previous provider. I feel taken advantage of and want the home automation that I requested. I was told by the tech to go to AMAZON to purchase compatible equipment, but WHY when I just gave you 1400+ dollars paid in full to ADP'S mystery 3rd party. I contacted ADT on 06.15.2020 and they said I had a third party installer and needed to go through them, well I explained I AM NOT COMFORTABLE AND ADT is getting my money monthly. I need this issue resolved!!

canceled service on May 29 on June 4 between 1241 and 12:45 PM defenders Protect Your Home ADT Dealer stated that they refunded two refunds one for $354.27and one for $106.43

I have called the company every single day they refused to provide proof of receipt of refunds multiple agents gave tracking numbers the stated this was a transaction number of the refunds however when calling credit union of America my local bank transaction numbers are false and invalid come to find out later on after calling multiple times every day since June 4 of 2020 that the transaction numbers of the protect your home defenders Inc. gave me is for internal purposes only and it’s not actual transaction numbers that Visa MasterCard American Express or Discover or your local bank uses defenders protect your home state they would call back multiple times and provide proof of refund they have not done soThey have also stated they want me to fax copies of my bank account and all transactions so now they are wanted me to give them personal information of where I shop how much money I have and so forth this is none of their business they refused to return phone calls they have lied numerous times I had to cancel my service because the fact that when the technician came out to fix problems with the equipment they did not keep my service active when I had just signed up less than 30 days prior with all new equipment the technician removed equipment they refused to provide proof from the technician that he picked it up even though he did I do have text messages from his cell phone and him that he remove the equipment My bank is threatening to file a dispute and lawsuit against protect your home defenders Inc. because they have provided the most atrocious or service ever and they still have not refunded the money every time you call in they say they sent the money they sent the money they sent the money but they never did I want my money and I want to immediately they will not provide proof of a refund receipt which is a droid violation of federal trade commission and all banks and Visa credit card American Express Discover requires any retailer or business to provide a receipt for purchase or refunds however protect your home tells me to look at my bank statements for proof of receipt this is incorrect this is fraud and I want my money back immediately I have proof of records For the transaction of the purchases I also have text messages from the fenders protect your home installer MIKE S in Wichita Kansas

One of the promotional items offered during the agreement to purchase ADT home security was a $100 gift card. After agreeing to the purchase and installation of equipment, an email is sent to proceed with the issuance of the gift card. It is here that you are required to pay for the gift card. The upfront payment for the gift card was never communicated and blamed on the third party used to issue this promotion. ADT/Protect Your Home should provide this shipping fee or clearly communicate that there is an shipping fee to procure your gift card.

In April 2020, Protect Your Home an ADT Vendor for the Raleigh area arrived at my home after I purchased the basic home monitoring ADT services. I did not know that I needed a landline to have the basic ADT package. I told the service installer that I would call to reschedule after the landline was installed. The service installer left my home and shortly returned stating there was a special for families impacted by COVID-19, which was a rate substantially less than the basic ADT service package for the ADT Pulse. I agreed to the installation of ADT Plus based on the special stated by the service installer. I called ADT about my bill because I was being charged the regular ADT Pulse regular rate, which I had stressed to Protect Your Home that that I could not afford at this time the regular ADT Pulse package at this time. ADT transferred me to their vendor Protect Your Home which informed me that they could not get in touch with the service installer, but the customer complaint would be provided to the managers who do not make contact with customers. Upon stating that I needed the package downgraded to the package that I originally requested, I was told that they only monitor for 30-days and I would need to speak with ADT. This is unethical practices by Protect Your Home and I feel obligated to share my experience. If the service Installer promises a rate that sounds to good to be true, it probably is not true!

When they came to my house I told them exactly what I wanted the system to do for me and they told me the camera would take care of that. They don't tell you about the 3 year contract you have to sign until after they have drilled holes in your house and installed the system. Then it takes a while to realize that the camera does nothing you want it to do. If we had put it somewhere else it might have but for me the only thing I get is when I come in or out of my front door. Only a tiny area of the screen shot they show you to impress you picks up motion so it is rarely triggered and it only tapes for 30 seconds. My car was broken into and it caught nothing and the car is close and right in front of the camera, my driveway is just a pad right in front of the camera. I don't know how they got an A+ rating but how would you know to check out the comments for this company, I called ADT and they don't tell you it isn't ADT that comes but some contractor they hire. I called after the camera did not catch the break in and they sent this guy who said he would make it film non stop when anyone was in the camera view. I knew he was lying because for a year they have told me it can't. They charged me $25 for this guy to come and do nothing and did not tell me there would be a fee. The agent on the phone said she would fill in the form to have them come check the system so they would get here sooner, the fee was mentioned on the form. They just run you around in circles and never really help. I responded to a service email and was asked to chat about my recent experience and I did. I spoke to Joshua Paynter with Medallia who also said he would talk to his boss and try to fix my problem and guess what he doesn't call back. I tracked him down and again he promised and again he didn't call back. ADT has too many people passing the buck. I have told anyone I know to never call ADT for security, I'm not even sure if these window alarms work I never heard them test them. False sense of security all the way around and if you ever find anyone who actually calls you back or helps please let me know. This makes you do a star rating and evidently no stars is not an option.

Total scam. Very rude. Unprofessional. Called to quote and they asked me to verify my info by providing social and home address. My reason to call was to get quotation on a 27.99 per month deal that I got in a pamphlet to my house. They charged 99 on my card. Scam.

The technician that was sent to my house was extremely inexperienced. Very nice gentleman, and I understand that everyone has to start somewhere. But he needed to be with a trainer. He was very uneducated about the product. There is things that I would ask that he clearly did not have answers to and should. I mostly found out how to use the system with google. When he was creating the quote, I watched him miscount the kitchen windows, I asked him if he included the 2 kitchens windows in his quote. He said he did. When the job was FINALLY completed, he says to me that he forgot to quote the 2 kitchen windows. Well I said at this point I’m not paying for your mistake I feel that should be covered by ADT, he speaks with his boss who says that is fine. I am told I have to wait 30 days for them to be installed so that this situation does not reflect on his call scores. Why should I have to wait with a non-secured home for 30 days because he does not want to get in trouble... His drill battery dies and he does not have his charger with him so he calls in another technician to come over to help. The whole install is going way longer than planned he was there a total of 12 hours. To install 1 camera, 2 door locks, 1 smoke detector, 1 CO2 detector, 11 window and door sensors and a garage door sensor. When the second technician arrives, he just walks in the front door, I greet him from a far because he did not even not and he ignores me. Does not ask me if he should take his shoes off or wear covers. He proceeds to start yelling at my first technician that he is doing nothing right and this is taking too long. Seriously unprofessional. The second technician goes around and installs the door and window sensors, leaving all the wrapping trash behind for me to clean up. There was a previous alarm system with sensors that he ripped off and left all the residue on the doors and windows again for me to clean up. Some of the sensors were not even installed right so every time I open a window and close it, the sensor fell off or bumped out of place and would not let me arm the system. He also did not even finish installing the door locks properly. He left some of the old hardware from the original locks which is a different color, he didn’t even ask me if I wanted to have the 2 door locks keyed the same way or show me how to do it. So now I have 2 different keys for my house. He then leaves without the job even being finished. The first tech is finally almost done, and says that I need to hang the smoke detector and the CO2 detector myself because his drill is dead. He did offer to come back on his personal time after I complained to hang the stuff which I agreed to being fine. The gentleman I spoke with this time was very pleasant and ask for every detail. I was told he was contacting the local office for them to call me regarding this matter. It has now been 48 hours later and I am called by an ADT supervisor from INDIANA. That in not a local office to me as I am in Livonia Michigan. She is also rude. Starts off the call by saying, so you’re asking for free sensors when we already gave you 2700 dollars in free credit? I said I am not asking for free sensors, I am asking for a mistake to be resolved that happened because of your technicians mistake. When I even caught him on the mistake before it happened and he lied to me! I am furious at this point. She rudely apologizes for the service and offers me a 2 month credit for my service. At this point that is not good enough.
In addition, how does steam from a shower set up a SMOKE alarm?? My fiancé was taking a shower and I hear the smoke alarm start to go off. So I run to the panel to shut it off. I figured if I shut the system off within 30 seconds the alert to the fire department would have been cancelled. Well I would have known this if the technician was able to explain this to me in the first place. I was actually told when I contacted him after about the situation, “hmm that’s weird ADT should have called you first before dispatching the fire department.” So at 4:30am there is a bright fire truck in the middle of my street asking if everything is okay.
I asked my agent if there was a way to view the footage from the camera system on the garage, again he was unsure about that and I was told he would ask. That’s fine, however I never got an answer. I was told that the home base takes pictures of the person who turns off the alarm, I asked him how to view those pictures. He was unsure of that and told me he would ask. Still have not received an answer on that.
My technicians name was Steve, unfortunately I do not have a last name. he was a very nice gentleman and deserves a second chance however I just feel he needs more training and to be with someone on the road before he is sent out alone. The rude agent that came out to help him was Mike. Again I do not have a name for him however I do not welcome him again ever in my home. I have now finally gotten ahold of the local company here who did the install, I proceed to ask for a supervisor to which I was denied. I explained all of this to the lady on the phone to which she responds, I apologize what would you like me to do for you? I said well a doorbell camera would be nice, like I asked for in the beginning... to which I was told she cannot authorize that. I am just baffled at the whole experience, if you want to use the $2,700.00 credit thing against me, heres my response. What is another $200.00 dollars for a camera going to hurt? I would have been one happy camper even after the horrible experience if I just got the 2 sensors and the camera. I am a very understanding person, Steve was a GREAT guy, wonderful to talk to. I was willing to forget the situation until all of this started to happen again and now everyone is going back on their word. I work in customer service, trust me I understand both sides of the siatuation here. Nobody OWES me anything for free. but just sometimes you do it to get the customer to SHUT UP.
This complaint was originally sent to the Revdex.com, which I have NEVER done in my life. I know how reviews affect a company, especially the small company I work for. so I usually try to remedy the situation with the business rather than bash them on their website for everyone to see. But in this case I was getting nowhere. However I receieved a response from Revdex.com this morning that this is out of their hands. At this point I guess I'm just ranting to be heard.

Wish that I had read these reviews earlier but not surprised at all with what I am seeing. Defenders was sent out to install my first system. When we were moving they were supposed to move the system to the new house. Rep never showed up to do so and now they are charging me for the a new system at the new address, or I have to pay an early termination. I have called customer's service quite a few times and been transferred around with no one with the autonomy to answer a question. Look forward to cancelling my service and switching company's soon.

DONT TRUST THIS COMPANY!!!!!
This is one of the worst companies I have ever hired before. They start with lies telling you that their system is compatible with practically all security equipment and then when the technician came to install and right before he left I realized that my home was left unprotected and he just covered a third of all of my areas.
When I tried calling them back they would either not answer or answer and left me on hold for more than 20 minutes EACH TIME I CALLED, plus they hung up on me every time I asked to talked to a manager and the manager was never able to answer the phone.
When I called back to cancel they say now that I have to pay for the cancellation fee which is about 900 usd.
I called ADT.COM to complain about them and also because ADT has a 6 month money back guarantee and they won't respect that.
I have gone through more than 5 calls to try to solve this situation and get my money back and nobody seems to be able to help me.

How is it that a company like this is still operating?
August 2016 - As you are being rushed through the process of getting your security system setup, the quick, personable talk that they try to wrap you up in, you are unknowingly signing a 3-year contract that they do intend on enforcing - WHETHER YOU USE THE SERVICE OR NOT.
2017 - I had my ADT service for less than a year, paying my dues each month. Due to financial hardship, I had to make cuts to my budget. Having an alarm system, unfortunately, became a luxury more than a dire need. I called to cancel, the service was shut off, and 3 whole years go by.....
May 2020 - I get an automated call from an 888 number saying that "this serves as your official warning" - that I now owe over $1200 dollars!!!
I tried calling their office and was able to get someone on the phone who was trying to hold himself back from laughing as he told me - "well sir, you signed a 3 year contract. When you sign a contract, you have to pay whether you used it or not". Nice. At least I made someone's day.
So this is who we are. Thanks ADT - thanks for allowing this type of business practice to exist in your ecosystem. How this hasn't turned into a class action lawsuit is beyond me. I will be reaching out to may lawyer at least. If I have to shell out $1200, I'd rather give it to someone who at least works for the money they are pilfering from my family's bank account.

STAY AWAY - I can't even use my alarm system.
I am hoping to put reviews wherever I can to warn people to stay away from this company. I installed a system with several thousand dollars of equipment including cameras and sirens, covering all of the doors and windows and I have a system that I cannot even use. The alarm goes off so often for sensors that are loose or other issues that we stopped arming the system. Now I was told that my primary key pad is so old that ADT stopped installing them years many years ago. My system is only 2 years old.
We have removed the cameras because the never worked. I at least got some money back on that equipment.
We have also removed the sensors on the garage door, they just kept going off. We removed the smoke detector from the garage, that kept going off. We removed the outdoor sirens because with the alarm going off all the time we were driving the neighbors crazy.
I have now had ADT here for 2 days to figure out why the system is beeping about a battery problem and it shows the window sensors going off every day.
What good is the system if you can't ever arm it?
This is not feedback on ADT. They have continued to troubleshoot and fix what this sub contractor did. I just wish ADT would terminate the relationship with this contractor so that people are not tricked into thinking that they are working with ADT.

Absolutely atrocious customer service.
1. I was tossed to 5 different people once I said I had a complaint. One said Customer service, the next billing, the next Support, etc.
2. After 45 minutes on the phone I left a complaint with request for follow up in 24-48 hours. I waited the appropriate time and there was no return.
3. I was told by a member of this specific branch that this is a common problem and that the staff in office do not do their job well historically.
4. I was lied to about the time of installation causing me to have to leave work in order to have my equipment installed on the day I requested. That $100 fee was not returned Despite this inconvenience.
5. An employee (Kim I believe her name may have been) who took my complaint hung up on me because they recognized my name when I called 2 days later.
6. They charged more than what was explained to me over the phone before I started their service.
7. This has all been in the first month of service.
8. After a false alarm I had to walk through the house with the police to find that the alarm went off due to the equipment falling off.
(Again causing me to leave work and reschedule a client with MY work because I thought my home was being burglarized.
Mistakes are made and easily can be moved past, but if a mistake is made I should be compensated for mistakes that cost me and the police time and money not be told, “it’s not our responsibility to compensate you for your time.” I would argue that it is your job to keep business. My by out is less than you would have gotten for me staying and a lot less than 30 years of continued service.
I’m currently looking to find a way out of my contract or possibly buying out of the contract due to this experience. I was looking to keep ADT for the entire time I live in my new home.
This premiere provider has caused me to potentially leave ADT and have my equipment reused with another company.
This review does not reflect my view of the men who installed my equipment. They were both decent men doing what they were told by their company. The equipment falling off may have been due to improper instillation, but that being said my issue is 100% with those who handled my issues via phone call.

Return My $804 Back!!!
1. I've sent you the New Base Military Order PDF Version. I directly forward to you.
2. Also, I found the Register Mail Receipt. Your ADT company should received it on March 6th (3190 S Vaughn Way, Aurora, CO 80014) See attachment USPS Tracking Information.
3.There is no such "Purchased home can't follow soldier or sailor ACT" Item in "Protect Your Home" Contract
4. I've no email no mail no any clue about the debt collection. You directly let debt collection call me!!! I'm the person know at the last minute. and if I'm not pay $804. They'll damage my credit score!!! I was pushed AND THREATENED PAID $804!! The Debt Collection Company is Hillcrest, Davidson & Associates L.L.C. ARE YOU THE gangsterdom???? Are you the Famous professional BIG ADT Company? Seriously?
Return my debt collection $804 back to me!!!

this company is a complete disaster. I will keep this easy to read:
•called for new alarm service and explained I had a hard wired systen which I wanted to continue to use.
•They said: "oh yeah we do those all the time! (Lie)
•You will have 90 days to evaluate for complete satisfaction! (Lie)
•Tech arrived to install. Had no idea how to install system. Rigged it and it did not work peoperly. Mischarged me, overcharged me etc. (Overcharges are unresolvable)
• 6 tech service calls (none of whom had any idea what to do) later, system still does not work properly
• Long before 90 days are up I call and ask to have all equipment removed and be done with ADT NUMEROUS times and receive a "used car salesman" song and dance of 90 days did not apply to my situation and other ridiculous excuses including being hung upon by a rep.
•Hours of phone time and hold time later, STILL not resolved
I could go on but, I value your time while Defender/ADT does not. The only thing they do value is their contract. NO Customer service.
Long story short these people are a fraud...DO NOT believe what you are told on the phone. Once you sign up you are stuck with them. They are not worth your valuable time!

I had ADT installed and someone broke in the very next day, and they kept breaking in when I was out. I have a picture of the pad saying, "Beware, Bypass Active." So the system was being deactivated even when I was home. I was paying $55/mo. And they want me to pay them $322 for their junk equipment, even though they advertise a free $899 system. I'm 71 years old and can't afford that. The presidents of ADT and Protect Your Home refuse to delete the charge. Their basic system's technology is 25 years old. There's a website hacking-home-alarms written in 07/14 that tells you what junk these alarms are. Get yourself a big dog instead. ADT is useless garbage.

This company is a scam. I called and set up an appointment. They told me to call back if I needed to reschedule. It was 10 minutes later, and they said their office is closed. I called the original number and it sent me someplace else that will not allow me to talk to anyone. I called my bank to cancel the installation fee. I am glad I noticed the website name. It is NOT ADT.