Protect Your Home

Worst company I've ever dealt with. Nothing but delays, transferred calls, excuses, and outright lies. Avoid them like the plague

We kept getting recorded calls from them. According to them, we have a past due on an account. Apparently, the account is linked to a phone number. We had never heard of them prior to the ongoing harassing calls.They are alarm systems installers that install the systems for ADT. We don't have an ADT alarm system, never have. I finally got tired of the calls so I called them at the number from the voicemail left. I had to call 3 times. Each time, they wanted my full name. I refused. At that time, I did not know they were linked to ADT. Since I refused to give them my full name, they just hung up on me. I tried to tell them to remove my number from their list, but of course, they talked over me and then hung up. I called ADT to find out if they in fact are installers for ADT. They confirmed it. I explained to them what has occurred and was given another phone number to Home Defenders. Long story short, spoke to a supervisor, confirmed we are not the owner of the account. We haven't had anymore calls.

they tell you anything on first inquire, call, for $29.99/mo tech tries to sells you or upgrade to $52.00/mo for an alleged up grade, claims equipment worth over $700.00 or more,???? can buy same equipment on line for around $300.00 or less, ie: bs: sign a contract and your done for two years. would not refer to anyone asked for two extra sensors for doors, / shed. would not comply, with request, I am an F.C.C. licensed technician. watch & read what you sign.$29.99/mo is a basic system, with monitoring

I give this group a ZERO RATING. I didn't realize when I signed up through them that this is a third party vendor to ADT and they are complete scam artists. When I realized it was a better deal for me to go through ADT corporate, I called Defender to let them know I was choosing to go through ADT corporate and that I wanted to cancel and refund my order with them. The customer service rep put me on the line with her manager who proceeded to badger me with questions on why I was choosing ADT over them and what ADT was telling me that was such a better deal. I kindly let her know that I didn't feel the need to share that information with her and that I just felt more comfortable going through ADT directly and she came back extremely defensive and telling me "good luck with that" and that "ADT will charge me with hidden fees". She was legitimately yelling at me over the phone over this and the conversation ended with her saying "I'll cancel, good luck" and hung up on me. I better see a refund into my account. This company should be banned from doing any business. I have never experienced such HORRIBLE customer service and "management". I am SO glad I realized this early on and moved to working directly with ADT. DEFEND YOURSELF AND DO NOT USE "DEFENDER".

LESS THAN ZERO!!!!!!! Where do I begin? 1st. My mother called ADT to have an alarm system put in. I was suppose to be added as a contact on the acct. Instead Defenders open the acct in MY name but used her phone number and address. (guess they liked confusing a 90 yr old woman but wanted to use MY credit ) oh did I mention they accessed my credit card and authorized it to pay the monthly fee.... (HOW???) 2. The acct was suppose to be 27.99 a month for 15 windows and doors, instead it ended up being 52.99 a month for 5 doors and windows. 3. No contract was given to anyone on the day of installation (especially not me because I DONT LIVE THERE) Then on the 4th day a contract was received by my mother, that is when we found out the acct was not in her name but MINE. Not only that but the contract had been electronically signed and initialled by ME which is *** (forged) because I never saw anyone or received any emails regarding this acct. In the contract there was a letter stating that I had 3 business days after receiving the contract to cancel. I then called defenders IMMEDIATELY and was told that my 3 days to cancel were over and that my options were to either pay the 75% left on the contract or file a fraud complaint against my MOTHER, WHAT???? After what seemed like a million phone calls talking to a million DIFFERENT people I faxed and mailed my cancellation notice. After waiting, another million phone calls and not finding anything out I called to check on the status and was told it was pending and that I had to schedule an appt to have it removed. So I did. Defenders then called my mother and told her that they would put the acct in her name and only charge her 27.99. I then had to call them back AGAIN and tell them that this acct was in MY name (they did that all on their own) and that they had no right talking to my mother and that I did NOT want the acct transferred over to my mother I wanted it CLOSED!!! I dont trust Anyone who would produce a contract with my signature on it that I KNOW I didnt authorize. So the appt was set to have the equipment removed (I even spoke with a supervisor) Guess what they showed up at my mothers house to install the 8 other windows and doors and put the acct in her name.... She knew what had been going on and told them NO it was to remove the equipment not install more. The Tech said he could NOT do that and that I would have to schedule another appt to have it done. So after multiple phone calls I did. They stated that it was be between the hours of 11 and 3 and that because I was the acct owner I NEEDED to be there (again since I dont live there) I cleared my schedule and was there at 11, they did not show up until after 5PM, came in without hardly speaking, removed the equipment (took all of 10 minutes) and left. Never asked me to sign anything, to approve anything NOTHING!!!! I spent the entire day waiting for them and I didnt even need to be there. Do I think this is the end of this NOPE!!!! I fully expect there to be a charge on my acct., or other issues. (PS I took pics of the equipment being REMOVED by their techs) I have NEVER dealt with a company this shady. NEVER!!!!! I will tell you this I have already spoken to my attorney and fully prepare to take this to court if it is not resolved and my acct isnt closed without any damage to my credit.

My care representative- Chad N - gave me the most outstanding customer service I have received in many years, from any business. He spent several hours with me patiently explaining options and pricing, and was incredibly professional throughout. I haven't been that impressed with service in a while. Chad deserves a promotion!

This is a SCAM, SCAM, SCAM! I am currently receiving calls from defenders reps saying my payment is overdue but they have drafted money from my account. They suck and I am not happy. If I know they were not really ADT before I signed the papers I would not be a customer. I have been misled.

I give DEFENDER a ZERO RATING. Employees from Indiana are NOT very responsive to customers needs and complaints! Employees from Jacksonville are LIARS and NOT very responsive to customers needs and complaints! THIS COMPANY is untrusty worthy but, its employees are very loquacious, in fact, they could sell ice to the Eskimos. Jerry, the installer, lied in stating that his company would allow 30 days from the initial alarm installation day to cancel the contract. In fact, after the system failed to work, one day after installation, I called them. I was informed that I have only three days to cancel the contract... Well, it is now the 9th day and no contract has been e-mailed and the system is not repaired... On Saturday morning, I called his supervisor Andrew. I informed him that Jerry failed to show, on the 6th, up to install a new part. He said that, as soon as he dispatched his installers from his place of business, that he would be coming to my house to check out the problem. He would be coming on Monday, the 8th of April, 2019, between 7:00 AM and 12:00 PM. He did not show up! On the 8th I drove to his office. To my surprise, there is no office, there are no people in the office. The office consists of a steel door in the back of a shopping center, where the garbage is picked up by the trucks, and it has a sign posted on the door: ADT with a phone number, which nobody replies to when I called it. Experiencing all of this, I called ADT directly, I informed that I want the system removed. There is problem with the equipment and no one called to let me know that they are monitoring the system' failure. Now, I say to you, "WHAT SORT OF PROTECTION DOES DEFENDER OFFER TO HOME OWNERS? I have asked to have the system removed and, after several faxes and phone calls, finally, Jasmine, from Defender informed me that DAN Huber, Marketing Specialist for Defender will be calling me on Monday. I DO NOT RECOMMED DEFENDER OR ADT! I do NOT want these two companies protecting my house. The system was CANCELLED on 04/09/2019, at 21:30 hour.

This company doesn't deserve any stars. I contact ADT services for my 76 years old mom. I explained to them I had a system and it was for my mom, they put the services in my name, the salesperson stated when the installer goes out they will change to her name which was a lie. Mom told the installer not to put it because it was supposed to be in her name and not mines. The installer stated after 3 days it will be in her name another lie. He installed anyway even after she told him not too. Since the contract was still in my name the installer forge my name. I was never available when he did the installation, then he changed the email address on the account. I never received a contract as of this day, my nephew made contact to the guy so he sent him a copy of the forged contract. I have called almost everyone, their customer reps are so rude, hangs up on you and leave you on hold and never comes back to the phone. Being trying to cancel something I never sign. I know it should be some type of law to shut these cons down. Tee

I would choose zero stars if I could. I was charged $99 for an installation that I cancelled in advance. When I called to cancel the appointment, a manager told me that I will not see the charge, that it would not even go through. Two days later, I see a charge of $99 to Defender Security on my account. I called and very kindly explained the situation and the Customer Service Representative was extremely defensive and treated me as if it was my fault. I finally was able to speak to another manager, who was rude and was told that someone must not have stopped the charges and the best he could do was expedite the refund for 3-5 business days. I told him that was not acceptable, but he really could have cared less and told me that he was sorry our family was choosing not to have security. Today, 4 days later, I still have no refund for the service I didn't even receive. I called, again, and spoke with a very kind Customer Service Representative who told me it would be 10-15 business days to get my money back. I explained to her the recorded conversations (on their end) that I had with management and how they were expediting my refund. She informed me that they don't expedite any payments. WOW! I was lied to by two managers. I told everyone that I spoke with through all the phone calls that this is not good business and that it is not acceptable to have to wait so long for a refund of a service that didn't even happen, when they were able to swoop the money right out of my account within two days. Very, very poor business practices. I will NEVER do business with this company and will NEVER refer any friends or family to this business. I am extremely disappointed that I was lied to, and treated as if it was my fault that I was charged. Shame on you Defender Security. On a side note, they make it impossible to leave a message or review on any social media. I couldn't even do a phone number search on Google.

Defenders/ posing as ADT to me they are liers and I feel they commited fraud. im tryng to prove it with my lawyers. Becareful dont sign contract review it they will trick you dont believe what they say im stuck with a contract because I believe I could cancel without a fee

"ZERO STARS"
Came to my house as ADT, insisted that they are ADT not a third party installer. Started to remove the current alarm system that I had, I questioned why as I made sure that I could get all of the equipment and monthly service fees PRIOR to agreeing to the service. I was assured that if I did not want ADT, they would setup my previous system. First they drilled 10 holes in the wall to install the new panel, in a different location than the current panel. The price was so high and did not include several items that I was told I could have on the phone, in addition to the monthly fee going up as well. When I said no they adjusted the price down, I said no again. Then the supervisor "Jeff" wanted to talk o me to talk me into the system. I again said no, then I got a lower price again. When I said no again (six and a half hours later) they put my panel back and said it does not work now. I said I want it the way it was when the arrived, they said it is old and they cannot fix it and that's it. The tech went out to call his supervisor and got in his car and left!!! When I called ADT, they said it is a third party company, and I have to deal with them. I was told to get three quotes to fix the wall. But the transformer that no longer works-was old. Thats it. So that is on me.

I made the mistake of clicking on a link in which I inquired about getting ADT and reached Defenders. Nothing but lies and empty promises, not to mentioned I never signed the contract that was emailed to me. I am now stuck with this contract and never received the monthly rate promised nor the promotional gift card. Stay as far away from them as a company as you can. I love my ADT service but Defenders (posing as ADT) are absolutely crooks.

DO NOT do business with these people. They are not ADT. They are a third party. I had an appointment confirmed with them for 2 weeks for an installation. They called me at 6P the night prior to say that my appointment was cancelled and that I had to contact ADT corporate to continue. Once contacting ADT corporate they had no idea why someone would cancel an appointment. I did get an ADT corporate rep to speak to them who said my account was in "special homes zone" - and that Defenders knew of the this and neglected to tell me a week prior. Avoid at ALL COSTS.

Sales people and installers are liars. Make promises such as installing out door cameras at a future date, when they do not have outdoor cameras. Forge customer name on electronic tablet which you never see until contract is sent to email your provide to schedule an appointment. They do not tell you your card on file will be charged outrageously monthly for equipment! Stay far away from this company! I wished I read reviews before bringing them in my life.

I would give them 0 if there was one. they made multiple mistakes. then the agreement was to install 6 new sensors at no charge when I sign the monitoring contract. After the installation, they kept calling me for $1,000 plus change bill. the bill is from nowhere. I told them to call customer service department or installation department. they sent me text threating me to terminate service. What a company. Who would dare to use them!!!

Defender’s Customer Service personnel are rude and argumentative. ADT transferred me to Defender to notify them of a change to contract. The CS rep argued with me, called me a liar, misstated that such a change could not occur for 13 months after inception (really 90 days) and repeatedly refused to allow me to speak with a supervisor then transferred me back to ADT. ADT sent me back to them with a request for a supervisor so I could file a complaint about Ashley the Rep. Trey Team Leader told me there was little he could do, there is no avenue for customer complaints, that there was no supervisor above him. All false. So I contacted corporate. We will see if they care. My advice: use another vendor. ADT is great but Defender is a disaster.

I called them over 6 months ago to end my contract due to not being in m home anymore. They said they would honor that. A month ago I got a call saying I still owed the earlier termination fee, when this had been handled 6 months prior. I just got another call today same peson...very rude...very sarcsatic...kept throwing a "contract" in my face. I need help resolving this ASAP.

I recently purchased a new home in Encino, CA (City of LA). I decided to have an ADT security system installed because the home already had components from an older ADT Home Security system. I called ADT to schedule a time for them to inspect the old system and possibly install a new system, if it was not working. On the phone, the rep said everything was free, but insisted I give them a credit card and SSN to run a credit check - I was extremely hesitant to provide this information before the tech arrived, but agreed. Although I was told I would not be charged, I was quickly charged $108 for the installation before the techs even arrived. The inspection/installation was scheduled for March 6. When the techs, Ulises and Matt arrived, they spent over 3 hours trying to install the new system and attempted to upsell me on additional equipment, which I refused.
AT NO POINT DID THEY EXPLAIN THAT I WAS ENTERING INTO A 24-MONTH CONTRACT. I did not sign anything. They simply typed my nickname into DocuSign and executed a contract without my permission and sent it to my email address. They put my initials all over the contract acknowledgments and at no point mentioned a contract. They used the SSN and credit card I provided on my initial call to forge the contract.
We were having a new door installed the next day (3/7/19) so I had the techs leave one of the door sensors so that I could install it myself. When I called Ulises to help me install it, the process did not work and he said he would have to return to do it for me. The system itself has not worked correctly for a single day since the install.
The next day, Friday, 3/8, Ulises was supposed to come in the morning. He never showed up. Then he said he would come on Monday 3/11. Again he never showed and said he would come on Tuesday (3/12) morning instead. On Tuesday he was "in a car accident" and did not show up again. Rescheduled for Thursday, 3/14. Again, he never showed up. At this point, I’ve wasted enough time waiting for Ulises to finish the install of a system that never worked. I called ADT who transfers me to Defenders, Inc. and tell them to cancel my contract, which should be null and void because (1) the installation was never completed, (2) it's not my name on the contract, (3) both the signatures and initials were forged with DocuSign, (4) the techs missed numerous appointments to fix the system.
They told me I could file a police report regarding the forged signature and abbreviated nickname on the contract or I could simply pay the entire value of the contract of $1,271.76 to cancel. I have called ADT/Defenders several times since and no one will help me cancel the contract. I guess my only option is to file a police report regarding the forged contract. I WANT OUT - I WILL NEVER DO BUSINESS WITH ADT/DEFENDERS AGAIN!

If honestly wish I could leave negative stars. This is the WORST COMPANY I have ever had the unfortunate displease of dealing with. First of all they tell you they are going to give you all of this free equipment and the monthly rate is only going to be $30/month so we signed up and were very excited to get started. The tech came out to do the install and it all went down hill from there. The equipment wasn't installed properly and on top of that as he was leaving he let us know that our new monthly bill would be $55/month and that the equipment install which we thought would be $99 was now $2,000. The tech left and on day two of having the system the first smoke detector failed and there was an alarm on the head unit, no one bothered to call to say hey we were monitoring your system and noticed you are having issues. So I called in and spoke with the night manager after arguing with me on the phone for 20 minutes as I listened to the failed smoke detector chirp in my ear I asked to speak with someone to cancel my service. He said he was transferring me to the customer service desk to cancel my account and instead hung up the phone. I gave him the benefit of the doubt and assumed there must have been an issue with their phone system so since it was Friday night I waited and called back on Monday. Monday morning the first lady I spoke with was very cheery and again "transferred" me to the cancellation desk and hung up the phone. I called back a third time and was told that it had already been 3 business days so I could no longer cancel my account without penalty. I had the system installed on Thursday, I said in the US Saturday is not considered a normal business day and therefore today Monday is the third day and I would like to cancel my service which was responded by her yelling into the phone that I needed to read my contract before she hung up the phone. At this point I'm furious! I called back and asked to speak with a manager, conveniently they were all in a meeting. I left my name and number and asked that they have someone call me back. It's been 6 weeks and I'm still waiting for that call. I finally complained enough to ADT that they helped me find someone to speak to. Long story short, 6 weeks later I finally have their equipment out of my home but they said it could be another month before they are able to process my refund because they are so backed up processing refunds at the moment. DO NOT EVER DO BUSINESS WITH THIS COMPANY!!!!!!!!!!!!!!!!!!