Protect Your Home

Got a bill from Ohio. I live in Maryland. I called to find out what was going on. The phone line was not secure; I did not feel comfortable giving any information because the line was crossed and someone else could hear me on the line. I hung up and tried to call back and got lost in a answering service loop nightmare ("press star to continue" I press star; nothing happened). Never got to talk to a person again (after trying for over an hour).

DO NOT do business with Defenders! ADT should stop doing business w/ this 3rd party company. Defenders is a SCAM! No integrity! NEVER AGAIN!!!!

I purchased a security system in May of 2018, all was good until Dec. 2018 when we moved. Since the system has been put in at our new address it has never worked properly. I have made multiple calls to Defenders & ADT. Defenders would tell me I need to call ADT & ADT would tell me I need to talk to Defenders. They made a new account for me when they moved the system & my payments that were taken out of my bank account automatically was being put on my old account number & they kept accusing me of not paying. I stopped payment on the withdrawals until they fixed the system & corrected where my payments were going. I asked multiple times to speak to a supervisor & the majority of the time they would not let me. They said they can handle it. In general, my husband & I would try our best to keep our composure, but believe me it was very frustrating. My husband even told them once, that if they didn’t come & take the system out, he was going to throw it out. They said they don’t want the equipment back. We even tried cancelling in the first month that we kept calling for service, & was told it was too late to cancel. It took the first service tech 3 visits to get it working. But every time he would leave it wasn’t working again. In May, I spoke to someone who finally listened to me & said this should never have gone this far & she was going to make sure someone from the Customer Loyalty Dept. got back to us within the next 2 days. We never heard from anyone. Come Aug. 2019 there was a message on our ADT Pulse App. that our service was being cancelled. Never received any bills or any calls since May 2018. Dec. 26th 2019, I got a bill in the mail saying I owed $1500.00 for breaking my contract. I call the number on the letter & tried to explain everything again & was told they are only suppose to tell me that if I don’t pay this, it is going to collection. I called ADT, they told me I owe nothing to them & I need to call Defenders & talk to someone in the Customer Loyalty Dept. So as much as I didn’t want to get my blood pressure up again, I figured I would try. Went from first rep. to a person who said he was from customer service to explaining again. He put me on hold & I got a woman in Customer Loyalty, after explaining again, she put me on hold & then another women picked up the phone. She explained that I cancelled the contract & I owe the money. Unbelievable! Now, I get daily calls from Defender’s Collection Dept, of which they won’t even let you talk. The person who has made the last 2 calls said, you’re not paying it, then you will continue to get these calls & has hung up on me both times while I was trying to talk. This is a short version of what has been going on here but Defenders really doesn’t care! I have all dates & times of all the events & calls. I also have the names of everyone I have spoken to. We are at the end of the road with all of this.

Horrible service web of lies nothing is what they say. Lie to get you into contract for three year

These people are flat out liers, thieves, and scammers. Do not believe anything they tell you. I have been dealing with them for over 6 months and have gotten nowhere. It is one excuse after another. The customer service is trash, their tech support knows nothing about their systems and they all make excuses and lie straight to your face.

They don’t even deserve 1 Star, I wish I would have looked into these reviews before hand, I didn’t realize it was a third party. I had their services for 10 months when I had to move to a new temporary location due to family. They wouldn’t let me place my contract on hold and I would be required to pay 75% of what was left to cancel if I didn’t transfer my services to new temporary address. So I decided to take the new services with me assuming the 10 months I’ve already put in would also roll over to new address. The tech arrived and told me I had to start a new contract for another two years. So my only option is to pay 75% of previous contract or continue a new contract every time I move. I’d also like to note they ran a hard credit check without my permission. I agree with the person below if anyone else wants to participate in a ClassAction Suite, I will add my support.

If I could do less than 1 start I would. These people of criminals. The sales rep started at $9,000, then discounted to $2,700, then told me I would get everything I wanted for 27.99 per month. They left the remote access up through the cancellation period and now they cancelled that. They state that although the rep may have said I got it the contract does not. So they will not provide me the service or will they allow me to cancel the contract.
Please please be very careful with these criminals. Read every word in the contract. Don’t allow them to bully you into buying; make sure you know upfront in writing what you get with their specials. They are predators. they pretend to be ADT but they are simply a distributor. Shame on ADT for allowing them got use their name.

over 2 million customers and ONLY 300 reviews. That's only .012% of defender customers. I didn't have these problems when I set up my service. I've had several alarm companies and was unhappy with them all. Robbed with xfinity. I was also with APX which is now Vivint, but still the same grimy company. Purposely giving equipment that will break down every other month, that is a company setup. Repairs cost 100+ each to fix and a couple weeks wait for an appt. This time I researched better. Do more than rely on angry customers who didn't get there way. No good deeds go noticed, only the bad things. 400 thread count sheets cost you bout $60, but 1000 thread count is like $300. Same sheets serving the same purpose BUT a better quality. That cashier may have not be nicest but its NOT the manufacture nor Macy's fault that the human was being human........ I think the A+ rating is because of the service and quality.

I am within my 3 day window and have ask them numerous times to please cancel services. I was hung up on, yelled at and mocked! I have never felt so misleaded and disrespected! I was told to mail in my wish to cancel, I'm smarter than than knowing it would exceed the 3 day window...then she continued to yell at me pretending she couldn't hear me when in fact she heard me fine. She then gave me a fax number and said fax it in. I typed up a paper and had it notarized and faxed it in. She said someone would call me and they didn't. Fast forward day two,I called again 12/13/19 to confirm cancellation and spoke with Sylvio ( I have hid ID number) he was the only nice person I spoke with other than the tech. He told me it would be cancelled and someone would call me in 72 hours, I expressed my concern that I needed confirmation within this 3 day window. I had a witness watch me fax this in and witnesses to my phone call. My nerves are shot to have been given such misleading info then to be talked to the way that I was yesterday! I have attempted to cancel this within the 3 days at least 10 different phone calls and hours during my work day. This is the second day and I want my services cancelled and a full refund. I have several witnesses around me one who withholds the law that seen me trying over and over. I was told there was notes in my file and it was being processed. we shall see....Patricia Hulin Thomasville NC(Myself) The company Is Defender Protect Your Home By ADT....I didn't even know it was a third party who treats you like crap!

ADT does not back up its claims and equipment promises to clients who are moving. Instead ADT refers equipment uninstall and install orders to Defenders/Protect Your Home, a company whose negative reputation is well known by ADT Corporate, but whose name does not appear in any ADT ads or communications. My spouse and I sold our house today on the east coast and are now on the west coast. The ADT equipment uninstall on the east coast was scheduled for today between 11 and 3. Our realtor waited during the entire time, but the uninstaller never called and never showed up. When we called ADT to follow up, we were transferred to Defenders. (We have had our contract with ADT for 11 months but today was the first time we ever heard of Defenders.)
Mackenzie, who was the person we spoke with at Defenders, stated that she could not reach the uninstaller to find out what happened. When we asked her about our options to get the equipment she replied -with a snarky tone- that we would need to fly from the west coast to the east coast (and back) to retrieve the equipment ourselves. Mind you, we no longer even own the house! When we asked to speak to a supervisor who could resolve the issue, Mackenzie stated that she was the supervisor. When we asked to speak to a manager, vice president or other executive, she stated that the company's vice presidents don't speak to customers!
Until today we thought that ADT was a reputable company, but instead it appears to be a front for Defenders/Protect Your Home, which is a thoroughly disreputable company. Apparently, once you sign on with ADT, their only relationship with the customer is to collect the monthly fee. Don't expect any support from them or from Defenders/Protect Your Home. I don't know what federal agency sets standards and guidelines for the home security industry, but this ADT - Defenders bait and switch scheme needs to be investigated at the national level. Consumers beware!

This is a scam company.... I thought I was dealing with ADT (because I called a ADT number) and later found that I was dealing with Defenders, Inc. The system installed was faulty from the first day...the alarm would go off in the middle of the night for no reason announcing that there was a fire in the house....We had a tech come out and said the system needed updating (after two days)
and he supposedly did the update. several days later, the same problem... Fire alerts for no reason
and always in the middle of the night... I had to get up on a ladder and remove the batteries so
the thing would stop beeping.. After having the batteries out the control pad still showed the system all good and the batteries at full power. After 4 episodes I called Defenders and asked to have the system removed..They refused and said that I would still be obligated to pay for the system even though it wasn't working. I finally got the system totally unconnected so at least I
can sleep at night.... They say they won't pick up the equipment and expect me to pay.... If anyone
else wants to participate in a ClassAction Suite, I will add my support.

worst company I have dealt with. I thought I hired ADT but they now tell me I have to go through Defenders. they missed two appointments and would not come and fix the alarm they just installed. had to hire a new alarm company to install a new alarm. Defender/ADT wont come and retrieve there equipment. They are telling me even though there system didn't work I am obligated to pay. what a sham.

After receiving an offer for security monitoring in the mail from ADT I decided to give them a call as I was having billing issues with my Brinks, who was my previous security monitoring company. On October 3, 2019 I had my security system switched over to ADT which included having some equipment swapped over as well. I had two alarm panels installed, one at the home entrance near the garage, the other in my master bedroom. They offered me a touch pad for the master bedroom which I accepted. They also offered me a wireless outdoor siren and two key fob remotes. 30 minutes after the installer Jesse departed my home, the touch panel went out and I immediately called ADT to report it. ADT referred me to Defenders Security Inc. which they identified as their third party contractor who in fact actually held my contract (even though the contract has ADT logos all over it) and ADT had nothing to do with it. Defenders returned to my home on October 11th only this time the touch panel failed before the tech left my home. He told me they were short on parts and would call when new ones came in. After over a week pasted and only after me calling ADT again, who again referred me to Defenders Inc. did I have yet another appointment to have the system install completed. They came again on October 21st, and this time the technician Paul, told me the secondary panel had been incorrectly installed and that's why it kept failing. So he told me they needed to install a different type of panel. I had also requested the manager Eric Todd complete the install as I wanted to speak to him personally about their customer service or lack thereof.
My fourth attempt to complete the install of my system occurred on November 6th. As with the previous attempt I had specifically requested the branch manager Eric Todd complete the install. The appointment was a window from 3:00 - 5:00. At 5:00 when I called to find out where the technician was I was told he was held up on his last appointment and would be calling me soon. I received a call at 5:45 in which the technician Jason told me his GPS said he was still 45 minutes away. I told him don't bother as I had to leave and would reschedule.
My fifth attempt to have my system occurred today November 25th. Again, I took off time from work to meet with the Defenders technician. I called at 9:00 to confirm, which I was told it was confirmed for 11:00 - 3:00 and the manager Eric Todd would be coming out. At 3:00 I called again and was told the technician was behind and would be coming around 5:00. At 5:10 I received a call from the same previous technician Jason. He told me my parts were on order and he wasn't coming out. I was furious as I had twice confirmed and was never told the parts were on order. This was also the second time I had taken an afternoon off from work to meet with an ADT/Defenders technician. This is the worse customer service I've ever encountered and ADT has been of no assistance in helping me, yet they are the ones I originally called about the system.

I was sold a bait and switch security solution. I had to call 3 times to confirm what I thought was too good to be true. When I spoke with the customer service department at the same company, I was told that they were never going to honor the terms they gave me and that the customer service department has to clean up their lies all the time.
They told me: Use my existing system except the main control panel, I could add over $1000 of add'l equipment that I could select from the truck when the installer arrives, could add an inside camera, 2 - $100 Visa Prepaid cards, warranty on my existing system, use of the app all for $27.99/month. The customer service dept said no way, the monthly fee would be in the $50 area. She was really irritated that she had to clean up another misrepresentation. How does this company get away with these deceiving tactics. Maybe they figure that once the service guy arrives the customer will acquiesce to the higher monthly fee. Customers beware of this company. I wished I could leave a rating of Zero.

Stay Away from this company. I thought I was calling ADT to have my old alarm updated. It was actually Protect Your Home. They requested a card number to hold an appointment to have local installers evaluate my system and assured me that it would not be charged until I signed a contract and gave them the 3 digit code after the alarm was installed. They gave me prices that were to good to be true. I then read some of the 1600 negative reviews and realized they were lying to me about everything. I called back several hours later and cancelled the appointment and they assured me the transaction would be cancelled. I then discovered that they ran a hard credit check on me without my permission and two days later they charged my card 106.72. I then had to block my credit card to prevent anymore fraudulent charges and I will have to work on getting the unauthorized credit intrusion off my credit history. I am also disputing the charge. I am grateful that I discovered I was dealing with criminals before I signed a contract or let them in my house. Hundreds of people didn’t realize it in time and made the mistake of signing on with them. They are scammers that will do anything to get in your front door and get you to sign a contract. And when you don’t they charge you anyway. ADT should not be associated with them and they should not have a good rating with the Revdex.com. STAY AWAY

I had to leave a star to leave a review. What a joke this company is. I was under the impression I had an actual adt representative coming to my house. When he showed up in his own car I should’ve known better. After 2 hours of trying to pressure me to buy the system and me refusing the DEFENDERS rep called his boss. He offered me all kinds of deals. When I still refused he began yelling at me through the phone, telling me I had wasted his employees time, what did I expect? Something for nothing? And finally telling me that if I wanted to save money I would buy the system as it was cheaper than having my home broken into and getting all of my Christmas gifts stolen. I had to the the rep more than once to leave my home and finally ended up calling the police. When I tried to make a complaint through defenders I got the run around, was told there wasn’t a manager available. When one finally magically appeared, Connnie, she listened to my story and told some that was as far as my complaint would go. She said maybe it would be used for training purposes. When I asked for the manager above her or a corporate number she said there wasn’t one. Make sure adt is the actual company selling your alarm system!

Denver/Aspen horrible customer service! System has not worked since installed on 22nd of October, 2019! I have made 3 appointments to have it resolved, 1st one Christopher cancelled at 6:30 PM when my appointment window was 10 to 2. 2nd time they didn't even bother to cancel, they just never showed up. Then the corporate office scheduled an appointment for today, again cancelled, manager in Aspen office said appointment should have never been scheduled on a weekend.... Are you kidding me? I'm paying for a service I can't use! Fix it! Or come get your system and cancel my contract. I'm beyond frustrated, some one better show up tomorrow during the scheduled time frame or they can have this useless system. And I want refunded for the time my system isn't working.

A horrible experience. The sales tactics are right out of the 1950's and 1960's. Very high-pressured, I was lied to several times and the company is not interested in standing behind promises their tech made to me. The most glaring example was telling me I needed the $58.99 per month service to use the touch pad panel. After my tech (really a salesman) made several phone calls to his supervisor ( I have doubts there was even anyone on the other end of the line) A concession was made and they agreed to do it for $36.99 per month. I told the tech I would probably would be calling back to add the door bell. His response was that with the package they gave me gave me (58.99 for 36.99) it would work. I justified paying the $500 for the panel based on the fact that it would pay for itself through the monthly savings. It turns out that they gave me nothing, Their records show that all I had is the 36.99 plan, which they told me would not work with the touch pad. I found this out when I called back to order the door bell that I would have to change to the 58.99 plan which I was told I had. They then told me I would get it for free if I paid $299 for the labor. Hardly the definition of free. I still have a good mind, I can't imagine what an older person with not as good of a mind would have been cheated out of.They probably would have paid thousands.

Anything higher than a one star rating had to have been left by someone who works there. Unprofessional company who will bait and switch you right from the get go. They sell you with all these lies promising you the world, then a "tech" comes in and tries getting you for thousands of dollars. When you mentioned all the free equipment you were promised over the phone they claim to have no idea what you're talking about. TOTAL SCAM.

I’ve been with ADT for 28 days and they cannot get my installation correct and are only willing to refund 75% of my 4,000 dollars spent. How they get an A+ with the Revdex.com I have no idea. DO NOT GO WITH ADT unless you want hassle after hassle and lots of time spent with incompetent people.