Protect Your Home

I only gave 1 Star because it does not allow to put no stars Customer Service is absolutely terrible I been trying to cancel my service since we started the install was terrible Inwas not given everything in my order I was made promises that were not fulfilled my alarm has gone off to no response I get attitude from every single representative I speak with they force my bank to pay the monthly fee by first making you pay the $99 then charging 2 months in advance creates an established relationship which does not allow your bank to stop payment I cancelled my card and they still took my money they charge me $60 a month and don’t even respond to an alarm they gave $1400 in credits and I got 6 sensors and a panel the management argues with you and when I asked to be cancelled I was told good luck with that that will be difficult terrible service terrible customer service I got them to protect my family and they are the ones robing us

This company had me put a deposit to have someone come to my home to give me a quote. I canceled that request within less than 2 hours of making it after seeing the negative reviews this company has and realizing that it was not really ADT but some king of subsidiary. They told they would reimburse me the deposit cost, which they never did, then they are now calling me to tell me that I owe them money. They charged me and I had to contact my credit card company to get involved so that I could get my money refunded. Now they are calling saying me saying I owe them something because a "payment was stopped." This company is trying to get me to give them money them for something I canceled within hours of ordering, for a service that was never delivered, and even after my credit card company had to get involved in refunding me the money they charged me. Don't ever do business with this company. Super shady and they should be shut down for these ridiculous practices. ADT is losing reputation by affiliating themselves with this shoddy business.

We were not happy with the service and installation of our security system. The representative oversold us products which we cannot use. The system is connected with our cell phone service. We told the representative that we had flip phones, not smart phones as is required to observe and respond to the Ring service he installed. We do have access by way of our home computer, but you cannot talk to anyone at the front door. There were two men who installed the system, one a trainee. When he left, our computer would not access the Ring doorbell. The same gentleman came back the next day and added a Wifi booster...still it would not work with our computer. He left without fixing the problem. We finally called ADT who contacted Protect Your Home. They sent out two different gentlemen who were able to hook us up to the Ring doorbell by way of our computer. We still have difficulty connecting to view the front door. No one explained what was required to run the system. When asked, they could not really give an answer...just you need a new computer! Within the next month we started receiving calls that we had a bill due when our payments are made by credit card monthly. Come to find out there is a charge to connect to the electricity in Baltimore County. We have asked for a printed bill with an explanation before payment...just another charge!

Good installation and technicians. Horrible back office. Collections dont coordinate with customer service and they use different systems so collections cant see cust serv status. They just hound you for payment. Customer service said repeatedly they would look into an issue and call back. They never did.
Be careful to agree or sign for your install charges.

Fraudulent conduct and misrepresentations by Defenders. I have spent countless hours on the phone with their representatives who are condescending, rude, and unhelpful. They are violating the law, and their technician signed my name onto a contract when I was not present. Now, I have asked for a copy of the "verification" call wherein I allegedly verified the contract. I never spoke to ANYONE. I would have read your contract and refused to sign it when I saw that Defenders was a third party authorized retailed. I would have refused the contract and services when I saw the 3 day cancellation. I would have refused the service when your rep informed me that he did not have the products I wanted because they weren't ADT corporate. I could not do ANY of that because I WAS NOT THERE when the "ALLEGED" contract was signed. Defenders' representative fraudulently signed my name on a contract when I was not present. No one had authority to enter into a contract on my behalf. Defenders' business practices are unbelievable and a violation of consumer rights.
I did not receive my $100 gift card, I did not receive my two months free, I did not receive the rate that was promised. I never received a verification call after my signature was placed on the contract by Defenders rep.

I got an email with "ADT" all over it so assumed I was calling ADT. Not until I hung up and got a notice that they did a hard inquiry on my credit without authorization is when I realized their name was "Defender Security". The person I spoke to on the phone was real good at the jargon. I set up a "free" consult with someone to come to my house. She wanted a credit card, I thought this was weird. I am cancelling the "free" consult. I am VERY angry that they did a hard inquiry on my credit. She never asked, never told me she was doing it. Asked me what the address was and my birth date. To me, that doesn't constitute me approving a credit inquiry. It has all left a REALLY bad taste in my mouth. Quite ticked off.

Defender ran my credit WITHOUT my authorization. When I called to see who called with my information they told me I must have given someone my information to run my credit which is completely mind boggling to me. When I called to get the situation rectified they kept hanging up on me. I still have no resolution and a hard credit check on my credit

Scammers. That Visa gift card is a lie. Never got it. I should have never signed up but now I'm stuck until I pay off this contract. Otherwise I'm stuck with useless expensive equipment.
If you're thinking about ADT.... stop and just go elsewhere

This company is horrible to deal with. I have spent HOURS on the phone being transferred between Protect your home and ADT corporate. All I wanted to do initially was move my services from one apartment to a new apartment. The new apartment is literally across the parking lot. I had an appointment scheduled for a technician to come and move my equipment and set it up in the new apartment. He never showed up. I call to find out why, and learn that my appointment was cancelled due to a reason than NO ONE could answer. Protect your home / defender refused to help me and reschedule my appointment. Every time they transferred me to corporate, the rep at corporate told me I had to go through defender. So it’s just been one huge mess of a circle goi back and forth. Truly regret using this company. They are a bunch of crooks. To anyone looking into a security system, GO ELSEWHERE!!! Do not use this crooked company!!!!!!!

First, the set-up wiring was incorrecct. The lines were mixed and not done properly. Then the magnet on one of the doors was not connected properly. Now understand, this joker, Joshua, knew when he left here there was a problem. He also told me I had 30 days, as it turns out it was only 3 days. Now I am stuck with a 3 year subscription unless I pay 700+ to get out of their system. I was without protection for 23 days.Then, if you want a contract, they don't mail you one, they email you one. They also don't carry business cards. They work on a commission, which is my I got screwed. Try calling a "Manager", next to impossible to reach anyone. Have been disconnected and told over and over again that I had to tell the operator what the call was about. This is the worse company I have ever dealt with. I WARN you, do NOT get involved with this company. They lie and will take you to the cleaners. It isn't the ADT.

They are a horrible company to do business with. ADT needs to leave them alone. They charged the wrong credit card for my 1st month of monitoring so ADT fixed that. I signed up in October 2019 and signed up for auto draft and every month including this month I have gotten a call or text that my service will be disconnected as they charged the wrong card for November, December and January. I called 2x to clear it up and still charged the wrong card. One month they had my payment sitting in limbo while I was getting delinquent calls and text. My equipment messed up and a tech was to come out between 11 and 3 PM and he didn't show up until 5 PM!!!! No one called me to tell me anything all day!!! Horrible!!! I also wasn't offered any reparation so had to request a month free....I was told I would get a refund in 30 days and have not been refunded to this day! Everyone is rude and insensitive there. I wish I wouldn't have to deal with them for 3 years!

I received a call about a promotion deal, they equipment and everything that I asked about being included was not included and the security system did not function properly as explained. They then withdrew the 1st month bill from my account within 24 hours of installation after I called to inform them I wanted a different card placed on file for billing. I tried canceling, they tried giving me 3 months free... and adding equipment, the same equipment I thought I was receiving in the first place. I will NEVER recommend this company to anyone, a scam! And requested a refund for my installation fee and the bill.

I am a two year customer with the ADT Pulse package. I have had servicing issues with my outside siren unit. I called Defenders and they are not capable of rectifying the issue. I have had two separate technicians show up to my house without a siren on their truck and I had to call and reschedule the appointment for a later date. Since then I have had two separate missed appointments. THIS IS SCAM OF AN ORGANIZATION. PLEASE BEWARE! Worse service I have ever experienced.

Would give 0 stars if I could.
Recently, Hyvee had a data breach and forced me to get a new debit card. ADT is the ONE service I forgot to update with my new payment information, and instead of (ONE TIME) sending me a text, call or email about my account being past due, they cancelled my contract and sent me to external collections.
Now, instead of simply updating my payment information and paying the past due amount, like I would have HAPPILY done if someone told me about my past due status, I have a collections agency to deal with, and no ADT monitoring to keep my home safe.
At least I have hundreds of dollars of monitoring equipment that I can't use because they cancelled me!

This company is not honest and uses deceptive practices. I don't know how it could have an A+ rating. I filed a Revdex.com complaint on them in May 2019 for services that they never provided, and I am now fighting with a collection agency on a $1200.00 bill for services that was never installed. I did sign the contract and that was my fault but they did not provide the services that was promised.

This has been the biggest mistake we've ever mad for our home and family. The system was installed in October and we've had several issues with the system. We want out of the contract so we can go with another company. The system does not work and we have no control thru the pulse app that they promised would work. The salesman said we had an EXCELLENT signal when he installed the system and pretty much the same week we had issue after issue. ALL we want is the system, that we pay $60 a month, to work!!!

I am ready to file a formal complaint with the attorney general's office for the handling of my security installation system.
Lack of transparency, trying to sell me more than I needed in equipment. False marketing strategies. I believed it would cost me nothing to have the new system installed and my monthly bill would be the same as I have paid for forty years. On the contrary I was quoted an extra $1,700 in addition to the $1,000 equipment credit. My monthly bill went up from $29.00 to $52.00 per month. I was told that I would get a $100.00 credit refund at the end of the installation. They make you go through hoops in following their instructions for this refund to discourage customers from following through! My closest
contact is out of Indianapolis with total lack of personalization. My installation tech hesitantly left his cell number for questions. Sometimes he answers and sometimes he does not. I paid $700.00 in equipment, have less coverage than I had before and have no idea what I paid for. Prices are not listed anywhere! I was told I had to sign a three year contract!
LACK OF DISCLOSURE, LACK OF TRANSPARENCY! look at their star rating not even TWO stars!!!!!!!!!!! Do your homework!!!!!!!!!

This company will scam and lie to you!!! Please do not ever get ADT. They will lie and cheat to get you to sign and then once you’re contract has ended they will make your life hell to cancel it. I got the run around and was transferred the second I would tell them I needed to cancel my account because I sold my house and don’t need services anymore. They would transfer me without saying anything. I got their “supervisor” which she would not state her name clearly and she also transferred me against my will!!! And I still didn’t get my account cancelled because they weren’t sending me bill statements in the mail because they said I opted for electronic, but they were not in my emails either! So they refused to give me the account info and gave me no resolution plan. Basically what they said to me is I will have ADT for the rest of my life. I am going to file a formal complaint. This is a joke of a company and shame on me for not looking at their reviews before getting this horrible company.

I called the number for ADT to inquire about getting a basic system for our home. I did not want anything more than the keypad and seven door/window sensors. I explained to the woman on the phone I did not want anyone coming out telling me, I needed this and that. I was assured it would not happen and a tech could come out to just install what was ordered between 3 and 6 pm on Friday, January 10, 2020. My husband would be installing our own outdoor hardwired cameras and we did not want anything else installed. She offered me the ADT Special which was the $99.00 installation, FREE security system which was to include one keypad, one free fob, 7 wireless door/window sensors and $27.99 monthly monitoring. I agreed.
The guy shows up at 4:10 pm in dress clothes. Starts telling us what we need. I stop him and explain exactly what I ordered and nothing more. I asked him where the tech was and he assured us he could install. He (John) kept writing up forms and after over two hours I became very upset when he tried to get my husband to sign a contract for a bunch of items and a over 1700.00 bill. I stopped John and told him NO. We had already paid for installation and were in fact to receive FREE security system, keypad, fob and 7 wireless door/window sensors. He insisted he was told nothing. He kept walking out of our home and into the garage to talk on his cell phone. Every time, I said NO to his nonsense, he was back out into our garage on his cell phone. He tried telling me I had to pay 795.00 for the keypad and 695.00 for the seven sensors, 53.99 a month for monitoring and $350 for two fobs on and on the list went. First it was up to 3000.00, then down to 1700+ and I told him NO. This guy went on and on trying to do a bait and switch. Finally after two more trips to our garage so he could call whoever, he agreed to the free fob and installing the seven free sensors. He decided the keypad would be best sitting on the counter in our kitchen in between the sink and microwave! Really, I don't think so, as there is no door in the kitchen and the back door we utilize is down the hallway off the garage. Then he says he has to perform outside perimeter safety check. It was dark outside and you could not see, so what was he doing except talking on his phone again! Finally he starts to install the keypad, so we thought. He drilled two holes in our wall near the door which existed into the garage. He said, don't tell anyone I drilled into an exterior wall with insulation. He then tells us how he called for a tech, as he really did not have the right tool to install the keypad. Why would someone pretend they had all the tools they needed and start drilling holes?? Tech shows up and he can't get the keypad installed on the wall, as he did not have the right tool to fish down the wall. Meanwhile the one hole in the wall is getting bigger and bigger, but we were told the keypad will cover it. Tech tells us, he will be back next morning between 10 and 2 and will install keypad with the right tool. Meanwhile, John installs five door sensors and four window "shockers". I was beyond understanding why shockers were installed. When, I say installed, I am referring to John taking TWO HOURS to stick the sensors up with tape! My husband actually had to guide him, as John was going to stick them on the protruding wood in between the Anderson windows, rendering our window blinds useless. Finally at 8:45 pm he left. Saturday morning 1/11/2020 came and went and no call no show for our installation to be completed. I called ADT /Defenders number and spoke with Porsha who had no idea about installation not being completed. Apparently, John said it had been. I was put on hold, then after waiting on hold was disconnected. We then faxed the cancellation form to Defenders number listed on the form. It took John 4.50 hours to stick up seven sensors as he wasted all his time and ours trying the bait and switch tactic repeated, even after being told to stop or he could leave. His behavior was just atrocious. The one door sensor fell off this morning 1/12/2020 and keypad is still sitting next to the kitchen sink and we have holes to fix in the wall! I have cancelled service, however I am very concerned trying to get them to retrieve the equipment and return our money. They also did a hard pull on my credit which they will need to get reversed.

Defenders is a 3rd party that sells/installs equipment with ADT monitoring. They often brand themselves as ADT, but they are a separate company. Defenders business practices are not the most transparent - suggest you read everything carefully and do your due diligence.
Some lessons I learned from my recent installation and from reading reviews. The sales people are not the installation people so make sure you have names/IDs of what was offered. The installation people WILL try to up-sell you and want to start installing quickly. Don't let them, make sure everything is clear and in writing before proceeding. Make sure you understand the trial and cancellation period. Defenders initially locks you into a 36-month contract, they don't hide this. The sales people WILL require a $99 (+ tax) deposit to hold your installation/consultation. They will tell you this is returned with a gift card; however, the gift card is through a separate company, Mpell. Mpell will require you to have verification from Defenders and send them a money order for $4.95 to cover processing & handling. I have not received mine after several week; Mpell says processing can take 6-12 weeks.
My installation was rather straight forward, knowing what was above. Defenders do not email me the required material for my gift card redemption until three follow-up calls. A smoke detector battery went low (causing a very annoying alert in the middle of the night) a month after install. ADT (not Defenders) was responsive and mailed me new batteries for spares at no charge. Defenders has limited hours, again remember they are a sales company.