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DEFENDERS d/b/a Protect Your Home

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DEFENDERS d/b/a Protect Your Home Reviews (1348)

Disappointed!!!!!
As of July 12 – July 19, 2022, I began calling to cancel my service. (numerous times each day only to be placed constantly on hold until the telephone hangs up or the telephone number placed in position, not to receive a returned call.)

Therefore, on July 19, 2022, I placed a Stop Payment on the above ADT account #: 14084100. On August 5, 2022, I noticed that $62.77 was withdrawn from my bank account on August 3, 2022. I notified my bank and learned that Defender/ADT back-doored my account. I see that as FRAUD! I am requesting a full refund, in the amount of $62.77, be refunded to my checking account.

February 9, Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defender Security Company DBA Protect Your Home Priority Way South Drive,Ste Indianapolis, IN Re: [redacted] ***Complaint No[redacted] AcctNo [redacted] Dear Ms***, Thisletter is in response to the complaint # [redacted] filed by [redacted] ***By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystemsWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT We have researched and located Mr.***’s account At this time Mr***has been released from his contract with Protect Your Home with no earlytermination fees due Mr [redacted] has alsoscheduled a system pull for 2/9/and will be compensated for the returnedequipment once it is released back into our inventory We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concernsSincerely, [redacted] Customer Loyalty Defender Security Company Priority Way SDr., SteIndianapolis, IN Office Phone: (317) 957-

October 26, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [redacted] This letter is in response to the complaint # [redacted] submitted by [redacted] By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, the consumer would like Defenders to release from contract without any penalty Thank you for bringing this to our attentionPer our discussion, you informed of being installed with a system that has two sensors, keypad, motion detector, and a keychain remote After review, I am able to process window/door sensors at no costI will be reaching back to complete the offer within business hours Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

August 8, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] by [redacted] By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT Mr [redacted] alleges the fire and motion system from the previous system was never hooked up Our records show Ms [redacted] installed the system with a wireless system which I have attached what we installed as wireless system back in DecemberOur records do not reflect we took over Ms [redacted] prior system Mr [redacted] called in and spoke to our technical support team in regards to the account advising his motion and smoke never workedHe requested us to come out and take care of the serviceOur agent advised we are responsible to come out to service since we only handle service appointments so many months after installationOur representative did speak to ADT CORP monitoring center in regards to the account and was advised their security advisor told customer it would cost to have his equipment fixed They advise us the customer refused to pay for serviceADT representative did advise us that it was not our responsibility to service Ms [redacted] account ADT records reflect Mr [redacted] did speak to ADT corp escalation department regarding the same issues and Mr [redacted] was advised that they would install smoke and motion for them at no chargeADT representative also offered month credit on the account which Mr [redacted] did acceptWe apologize for any inconvenience or frustration that Ms [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution Sincerely, Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d [redacted] @protectyourhome.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowI had requested what would be the termination charges if I was to terminate the service effective September what would the termination charges be?I just need to find out what the charges are and see if it makes sense to terminate or notThank you Regards, [redacted] ***

October 29, Revdex.com of Central Indiana NDelaware St# Indianapolis, IN 46204- Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms***, This letter is in response to the complaint # [redacted] filed by [redacted] By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT We have researched into Mr [redacted] ’ complaint and located his account Our records show we installed his system back on September 16, Our records show he had a pre-existing hardwired system in his homeWe did install a new panel, smoke detector, shock sensors and a keyfob I called and spoke with Mr [redacted] about his concerns He stated he had just remodeled the home and his upstairs sensors were removed When he asked the tech to replace them, he was quoted a cost to do so I explained that if the old sensors were still there, we may have been able to utilize them at no cost But since it would be a replacement, we do require payment to do so Mr [redacted] stated he understood now and asked if I could help get his $visa promised by sales I agreed to expedite his $visa and also added a 2nd $Visa to compensate for his troubles Mr [redacted] thanked me for my help We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address his concerns Sincerely, [redacted] Customer Advocate [redacted] @protectyourhome.com

June 1, Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] by [redacted] By way of background, Defender SecurityCompany DBA Protect Your Home is an Indiana corporationWe have been an ADTauthorized dealer since that sells and installs ADT monitored securitysystemsOnce the security system is installed, the contract is then purchased,billed, serviced and maintained by ADT After reviewing the account our records indicateMs [redacted] disputed the initial payment of $on April She also disputed equipment payments in theamount of $on April 6, as well asApril Our records indicate thepayments were returned back to the financial institution which we have attachedfor your records In the regards to the monthly monitoring fees, Ms[redacted] would need to speak to ADT account services to inquire on her refundsbecause ADT Corporate handles her billing for monitoringMs [redacted] does have asystem removal scheduled for June 3, Again we apologize forany inconvenience this has caused her and appreciate the opportunity to addressher concernsSincerely,Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d [redacted] @protectyourhome.com Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that their response would NOT resolve my complaint When I spoke to the collections department on 3-14-16, they told me that my account was going to handed over to a third party collections agency on April 1st, and that it would then be reported to the credit bureaus I have worked all my life to keep my credit goodI did NOT want my credit ruined by Protect Your Home sendiong this to a third party collections agency and then have it reported to the credit bureaus This would ruin my credit for years to come! The collection department representative told me that "for today only" I could pay $to pay my account in full He said that the offer would not be available the next day if I refused the offer I felt pressured to pay something that I feel is NOT in the contract, and is NOT my responsibility! Nowhere in the contract does it state that they can re-instate my previous VOID contract If it is not in the contract, it is NOT legal!With the threat of my account being sent to the collections agency and the risk of this being reported to the credit bureaus, and the threat that "today only" could I pay $I felt forced to pay the fee, even though I am NOT responsible for the fee! Two different ADT representatives said, "the first contract becomes VOID when a customer moves and signs a new contract, the new contract becomes the valid contract, and the old contract becomes VOID" Therefore, Protect Your Home has NO right to re-instate a previous void contract! The new contract was the only valid contract, and I cancelled that contract within business days as my contract stated I could do "without penalty or obligation" The contract does NOT state in it ANYWHERE that they can re-instate my old VOID contract If it is not in the contract, they have NO legal right to do that.Therefore, I want a full refund for the amount I was forced to pay, $ I ONLY paid this amount to avoid ruining my credit, and I have every intention to keep fighting this to get a refund When I paid this amount, I knew it was not legal and NOT in the contract, and I knew I was NOT responsible to pay this, but Protect Your Home gave me NO choice but to pay the feeor else it would ruin my credit That is totally unfair treatment of their customer! It is pitiful!I feel Protect Your Home is taking advantage of their customers and charging outrageously high termination fees They are making their customers pay absurdly high fees However, in my case, I moved and had to sign a new contractso the old contract becomes VOID! That means only the new contract I signed after I moved was the ONLY valid ontract Protect Your Home can NOT re-instate an old VOD contract, esp[ecuially since it is NOT in the contract that they can do thisThey have NO legal right to do so in my particular case! I cancelled my valid active contract within business daysthere fore I am "free of obligation or penalty"! Protect Your Home can NOT re-instate a previous VOID contract, especially if it is NOT in the contract that they can do so IF it were in the contract and I signed it, then yes, they could do so BUT it is NOT, again, NOT in the contract! That means they can NOT take advantage of a customer by doing what ever they want, that is NOT in the contract This is illegal! I completely understand if I just cancelled my one and only contract after the business days, then it is very clear in the contract that I have to pay the early termination fee BUT, in my case, I moved, signed a NEW contract, the OLD contract then becomes VOID, and I must start all over with the NEW contract The NEW contract was the ONLY valid contract after I moved Protect Your Home can NOT re-instate the old VOID contract! The contract does NOT say anywhere that they can do this!If Protect Your Home can send me anything in writing that clearly states what happens when a customer moves, including the right that they can re-instate a previous contract, I want to see that in writing! I want Protect Your Home to show me WHERE in the contract that I signed, where does it state that they can re-instate an old VOID contract? I want to see it in writing, in my signed contract! If it is not in my signed contractthen it is illegal for them to act outside of the contract, and I want a FULL refund ASAP of the amount I was forced to pay, unrightly$626.13.If they can not provide anything in writing that I signed and agreed to, specifically stating that they have the right to re-instate an old previous contract, then they have NO legal; right to charge me for an OLD VOID contract Contract law is simpleif it is not in the contract, it is not legally enforceable! The contract I signed does not say anywhere that Protect Your Home has the right to re-instate my old previous VOID contract, therefore legally they have NO right to do so! I am legally entitled to a FULL refund I want my refund ASAP.I want a full refund of the amount I was forced to pay and is incorrect to charge me, I want a full refund of the $ASAP Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until receipt of the funds, for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

January 2, Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defender Security Company DBA Protect Your Home Priority Way South Drive,Ste Indianapolis, IN Re: [redacted] ***Complaint No [redacted] AcctNo [redacted] Thisletter is in response to the complaint # [redacted] filed by [redacted] ***By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystemsWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADTWehave received Mrs [redacted] s concern regarding the concerns pertaining to herrecent alarm event Please contact mevia one of the methods below to further discuss your accountWe apologize forany inconvenience he has experiencedPlease let us know if you have anyadditional questions or concernsSincerely, [redacted] Customer Loyalty RepresentativeOffice: 317-957-[redacted] @protectyourhome.com

August 23, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No[redacted] AcctNo [redacted] This letter is in response to the complaint # [redacted] submitted by [redacted] By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, the consumer states Defenders didn’t refund full amount for the returned equipment The consumer returned equipment on August 2, during a service appointmentHere are the following items that has been returned: Exterior Siren ($289), touchscreen panel ($289), motion detector ($0), key way remote ($0), key remote ($129)The dollar amount next to each equipment were charged to the customer on the day of installationHowever, the refund amount of $is a correct amount As a resolution, the consumer and I agreed upon $Visas for the misinformation our technician providedThe Visa Gift Cards will be arriving in 17-business days Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

December 28, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] by [redacted] ***By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] states that she relocated her alarm system and the technician left her unprotectedShe also states that her signatures were forged onto the contractShe also has been contacted about the past due installation fee late into the nightShe would like the charge waived and issues addressed I contacted Ms [redacted] in regards to these concernsShe advised that the issue has already been addressed and resolvedShe was provided an additional $Visa gift card which was sent to her to assist with the past due balance and alleged forged contract complaintShe said once she received it, she paid off the balanceThe listed complaint about the forged contract was addressed internally In regards to the collection calls, the latest outbound call made was 7:51PM Ms [redacted] was provided two more shock sensors at no cost on September 23, These items have been installedI apologize if Ms [redacted] was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 5, Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204- Defender Security Company DBA Protect Your Home Priority Way South Drive,Ste Indianapolis, IN Re: [redacted] ***Complaint No [redacted] AcctNo [redacted] Dear Ms.***, Thisletter is in response to the complaint # [redacted] filed by [redacted] ***By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystemsWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT I have researched this accountand found that the customer was charged $ at the time of installationfor additional equipment that was purchased for his home On May 21, Protect Your Home wasnotified by ADT Corpthat Mr [redacted] had filed a complaint with them about hisinstallation We responded that thecustomer would be entitled to sensors free (wireless system installed) and weattempted to reach out to Mr [redacted] at that time A message was left for Mr [redacted] with hiswife who said he would be back in a couple of weeks, Protect Your Home neverreceived a follow up call about this issue so it was considered closed As far as the complaint about the rate notbeing raised, Mr [redacted] has contacted ADT Corp(they are responsible for doinghis billing) and they have agreed on January 29, to keep his rate at$According to the contract, if the customer objects to the priceincrease within thirty (30) days in writing then the increase will not takeplace I would still like to extend toMr [redacted] the refund for the remainder of the cost of the sensors, thebreakdown would be as follows: $– = refund If Mr [redacted] would like to take advantage ofthis refund then he can contact me at the information listed below As for his other request to bereleased from the remainder of his contract, his contract is now owned by ADTCorpand any request for early termination would have to be addressed throughthem I apologize that I cannot be ofany further assistance with that part of this matter We apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concernsSincerely, [redacted] Customer Loyalty RepresentativeCustomer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me I have called Deundre E***, the company's Customer Loyalty Representative and left a message to that effect Regards, [redacted] ***

December 2, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [redacted] This letter is in response to the complaint # [redacted] submitted by [redacted] By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, the consumer would like the contract canceled and a full refund I just spoke with the consumer and I offered to cover the difference between the lower landline rate and the current rate$in Visa gift card was already sent to her and she agree to the addition $I offeredThe consumer will receive the Visa in 17-days If the consumer would like to further discuss this, I can be reached directly at 317-860-I apologize for the inconvenience but appreciate the chance to address the concerns Sincerely, Emily B [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

July 27, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms***, This letter is in response to the complaint # [redacted] submitted by [redacted] By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] wants confirmation that she will receive the refundAccording to our records, $was refunded to her on July 18, She will need to contact her banking institution if she does not see the funds Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Please see the attached returned mail I received post marked 4/01/15; along with a letter I faxed over to ADT Indiana on 6/19/ I submitted documentation to Defender Security Company in Atlanta, GA explaining why I do not owe ADT anything The information I sent to Defender Security Company was returned to me on 4/14/marked" Return to Sender, Attempted-Not Known, Unable to Forward" The attached letter confirms I cancelled this contract as of 6/16/2014, and I never signed a new agreement with ADT I disputed the charge with my credit card company only after my previous attempts to resolve the issue with the local ADT office went unanswered I allowed ADT to remove their equipment from my home well after the days of the date of notice of cancellation 6/16/ Per American Express, you had an opportunity to dispute the decision with them, but it was not done in a timely manner I request that ADT cease contacting me about this matter and write off the balance immediately Regards, [redacted] ***

March 10, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] Account No [redacted] Dear Ms [redacted] , This letter is in response to the complaint no [redacted] submitted by [redacted] By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] states that she has not yet received her refund for $and would like her funds returnedShe states she would also like her fax located to restore her peace of mind because she believes Protect Your Home is trying to commit identity theft Ms [redacted] initially contacted Protect Your Home on March 18, in regards to an ADT monitored alarm systemIt was not until February 13, when she called in to cancel her orderHer refund of $was submitted that day and she was refunded on February 27, at 10:03:AMMs [redacted] contacted us on March 2, to follon her refundShe was advised that it was refunded on 2/27/She said she did not receive it although we assured it was paid outThe agent asked her to submit a copy of her next statement so we can see that the funds were not credited back to herAccording to the fax, it only reflects transactions through February 27, The credit card company would not post the refund the same day we sent the fundsIt can take them an average of two to three business days to process and make the funds available to herThis statement is not adequate By now, she should see the funds appliedI have called her numerous times and have left voicemailsShe has yet to return my callsUnless she can provide a more current statement reflecting through March 10th, there is nothing further I can do to assistI recommend that she call her credit card company to verify the funds were returnedI have included the fax cover sheet to prove that we received the faxThere was no attempt at identity theftI apologize if she was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolutionSincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

August 1, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] by [redacted] ***By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT After reviewing the account I show Ms [redacted] contacted us to compare our prices with [redacted] cable on May 6thThe package she called in on included sensors, motion, and key fobWe additionally offered $equipment credit and offered $VISAs to assist with the installationThe customer inquired on cameras and our sales agent did advised her that she would need to speak to our installer in regards to all the feesOur sales agent did advised Ms [redacted] of the $activation fee for cameras on same dayWe do reflect on our sales call Ms [redacted] was played the terms and conditions of the contract which advises: ADT Pulse Interactive Solutions Services, which help you manage your home environment and family lifestyle, requires the purchase and/or activation of an ADT alarm system with monitored burglary service and a compatible computer, cell phone or PDA with Internet and email accessThese ADT Pulse Interactive Solutions Services do not cover the operation or maintenance of any household equipment/systems that are connected to the ADT Pulse Interactive Solutions Services/EquipmentAll ADT Pulse Interactive Solutions Services are not available with the various levels of ADT Pulse Interactive Solutions ServicesAll ADT Pulse Interactive Solutions Services may not be available in all geographic areasYou may be required to pay additional charges to purchase equipment required to utilize the ADT Pulse Interactive Solutions Services features you desireUp to $customer installation chargeBurglary, Fire, Carbon Monoxide and Medical Alert monitoring requires purchase and/or activation of an ADT security system with monitored Burglary, Fire, Carbon Monoxide and Medical Alert devicesFire, Carbon Monoxide and Medical Alert services are an additional charge We do reflect Ms [redacted] was installed May 10,she upgraded her package to pulse level which the monthly monitoring fees are $which I have attached for her records and shows she only paid $for additional equipmentMs [redacted] did call in requesting for exterior cameras to be installedOur escalation department did offer a $VISA due to account holder requesting a full refund for equipmentMs [redacted] was also offered an $VISA for the inconvenience Our escalations representative did receive an complaint on July 21,where the customer requested to cancel due to cameras Our records reflect that Ms [redacted] did speak to our escalations representative regarding cameras and our agent advised her she would have to pay $activationWe did reach out to branch manager in regards to camera request and he advised us who offered the customer cameras at no cost The tech stated he advised the customer of the activation fee of $ The customer stated that if I could not waive the activation fee they requested to be released from her contractual agreementOur agent advised they would be responsible for the termination cost of the contract due Ms [redacted] never signed up for cameras on the account Unfortunately we are not able to honor her request to be released from the contract Our records reflect $were mailed off as well as $and $We apologize for any inconvenience or frustration Ms [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution Sincerely, Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d [redacted] @protectyourhome.com

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Address: 2131 Espey Court, Suite 7, Crofton, Maryland, United States, 21114

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