DEFENDERS d/b/a Protect Your Home

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.From: [redacted] [mailto [redacted] jSent: Thursday, April 23, 12:PMTo: info Subject:not accepted!!!

June 3, 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 [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 review the account we show [redacted] did call us to inquire on service due to recent flyer she received on January 6,The promotion she received offered hardwired sensors or wireless sensors in the base package as well as motion and key fobAfter speaking to our sale our representative did offer an additional $equipment credit to customize her contract We show she was installed on February 20, and an contract was signed which I have attached and the schedule of protection was also included Protect Your Home utilizes DocuSign as our electronic contract providerThe electronic contract formats the customer signature into a font at the time the tablet is signed, similarly to fonts used in Microsoft WordAfter the tablet is signed, we have a safeguard where the customer inputs their contact information into the same tablet used to sign the E Contract, which then generates a phone call directly to the customer; at which point the customer provides a verbal confirmation of signing the E-Contract by stating their name We show [redacted] contact us March 24,in regards to the additional equipment that was purchasedOur escalation representative did offer to downgrade the system to reduce the charges however [redacted] continued to interrupt our agent and she disconnected the call [redacted] did call back to on May 4, in regards to the same issues and advised our escalation representative was advised [redacted] was aware of charges [redacted] did confirm she had windows but thought she got free in promotionOur agent did go over the promotion with her and explained she did not have excisting security system prior to installationOur agent offered to downgrade the system or adjust portion of the disputed charges we received on April 29, [redacted] did call back and spoke to our customer service team on May 11th advising she wanted to keep sensors honored, tried to explain promo however customer continued to interrupt She did ask the agent if she did remove equipment what equipment would she receive agent advised her what items would include key fobs, sensors, motion and smoke Our escalations representative did offer to downgrade or adjustment on the account and [redacted] refusedWe show [redacted] did speak to ADT Corp on May in regards to the same issues and they offered her month credit which she acceptedIn effort to resolve the complaint we are willing to offer to downgrade the equipment until June 30, to reduce the charges on the account since we typically do not allow downgrade after days of installation We apologize for any inconvenience or frustration that [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution Sincerely, Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]

August 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] 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 Our records indicate that the consumer concerns has been resolvedThe consumer requested outdoor cameras, but during the installation the technician installed indoor cameras On August 25, Defender serviced the consumer to have the indoor camera’s removedOn August 30th ADT Corporate will be installing outdoor cameras at no cost Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Good Afternoon:After review of the account I do show the refund was processed on 7/15/back to the credit card ending in ***Mr [redacted] would need to follow up with his credit card company on processing timeAna D [redacted] Customer Loyalty Representative Protect YourHome ADT Authorized Premier ProviderP: [redacted] l F: 317- [redacted] E: anamaria [redacted] @protectyourhome.com

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 meI have discussed the issue with the company and they have agreed to process a claim for the repair of the system I have the repair scheduled for January and will forward the invoice at that time Regards, [redacted] ***

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.Defenders credited my account for on March11thThen debited it for on the 27thStill charging me incorrectlyThe contract amount is I will proceed with legal actions since I am being billed incorrectly and my contract is not being honored Regards, [redacted] ***

October 31, 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 # [redacted] by [redacted] By way of background, Defenders, Incdba 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, Mr [redacted] states he would like the $Visa gift card honored and sent by mailThe customer only has days to redeem the Visa gift cardAny attempt to redeem it after that time window will automatically be deniedI have bypassed that denial and requested that the Visa be shipped to Mr [redacted] within two weeksI apologize if Mr [redacted] was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

May 4, 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 Security Company DBAProtect Your Home is an Indiana CorporationWe have been an ADT authorizeddealer since that sells and installs ADT monitored security systemsOncethe security system is installed, the contract is then purchased, billed,serviced and maintained by ADTMs [redacted] contacted us on March 10, in order toestablish service after a recent break-in The offer she initially called included akeypad, standard sensors, a motion and key fob for $plus any applicabletax After speaking to ourrepresentative, they offered to customize her package and include twoadditional key fobs at no charge to herMs [redacted] did ask if we had equipment to protect the exteriorof her residence due to the recent break in to the vehicleShe was advised wedo have a package with Pulse with Cameras, and the monthly monitoring rate forthis service is $ The salesrepresentative also recommended she speak to the security advisor during thein-home appointment for additional information regarding the packageAdditionally, our terms and conditions of the initial call includesthe following, “you may be required topay additional charges to purchase equipment required to utilize the ADT pulseinteractive solutions services features you desire, up to $customerinstallation charge.” During theinitial call we also disclosed there would pro-amount deducted for monitoringwith hours of installation.Ms [redacted] sent in her letter cancelation on March 12, andwe removed all the equipment from the residence March 16, Asof March 17, 2015, we refunded account holder $back to the original formof payment Additional refunds in theamount of $and $were processed on March 20, to the originalform of payment We apologize for anyinconvenience or frustration that the customer may have experienced and we appreciatethe opportunity to address his concernsSincerely,Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d [redacted] @protectyourhome.com

March 31, 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 # [redacted] Account # [redacted] Dear Ms [redacted] : This letter 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 reviewed the initial calls in regards to the invoicingof Ms [redacted] ’s accountShe requested to be invoiced initial agent, but headvised her that she would need to discuss this with our installationtechnicianDuring the initial call, the prorated amount was mentioned in theterms and conditions However, thecustomer had disconnected while the terms and conditions were playing Additionally, our contract does disclose thereis prorated amount that will be deducted shortly after installationMs [redacted] called us on February 19th inregards to the request to be invoicedThere was an unresolved issue with thepaperwork, so she was transferred to ADT account services department to get theaccount holder switched to invoicingADT corporate account service department confirmed the invoicing wasplaced on the account on March 9th Ms [redacted] also disputed the cell activationAfterreviewing her account, on January 30th,she was explained thebenefits of the cell activationShe was told if she was not satisfied shecould cancel this serviceUnfortunately, she did opt cancel within the dayrights of recession we offerIf she chooses to cancel, she will be responsiblefor the 75% of the termination cost for the agreement In effort to resolve the issues with her currentoutstanding balance, we have sent ADT a check in the amount to cover thebalanceMs [redacted] will continue to receive the invoice for the quarterlybalance We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [redacted] @protectyourhome.com

January 12, 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 account removed from the third party collections agency The consumer was advised before the service was agreed to that without a landline the lowest the monthly rate would be is $The customer stopped paying his bill and the services canceledDue to the customer not making the payment for the termination of the contract, the account was sent to a 3rd party agencyThe account will remain with this agency until the charge is paid 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]

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 Regards, [redacted]

November 2, 2017Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defenders IncDBA Protect Your HomeDBA Protect Your HomePriority Way South DriveIndianapolis, IN RE: [redacted] ***Complaint No [redacted] AcctNo [redacted] This letter is in response to complaint # [redacted] submittedby [redacted] ***By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have sold and installed ADT monitored security systems since becoming an ADT authorized dealer in In summary, the consumer would like to be contacted by a representative of the company, compensated for his damages, and refunded for out of pocket installation expenses On October 26, 2017, my colleague reached out to the consumer by phone but was unable to leave a voicemail because the voicemail box was fullA letter outlining Protect Your Home’s damages process was mail to the consumer that same day Since the complaint has been filed, the consumer has sent in the cancelation form to take advantage of the Day Right of Recession on the contractThe consumer’s account has been canceled and all monies were refunded to the customer on October 31, In closing the consumer’s funds have been returned, and the process for the damages done to the home has begunWe are awaiting the documentation from the consumer for the cost of the damages Sincerely, Emily B***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [email protected]

July 31, 2015Revdex.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] M [redacted] Complaint # [redacted] Account # [redacted] Dear Ms [redacted] : This letter 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 After reviewing the rebuttal we are requesting it bererouted due to ADT CORP is handling her billing on the account We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address his concernsSincerely, Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d [redacted] @protectyourhome.com

December 29, 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***, This letter is in response to the complaint # [redacted] filed by [redacted] sBy way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation that specializes in selling December 29, 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] s Complaint No [redacted] AcctNo [redacted] Dear Ms***, This letter is in response to the complaint # [redacted] filed by [redacted] sBy 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 ADTWe have received Ms [redacted] ’ concern regarding the issues of being invoice billed, and then wanting to cancel the account After review of the account the customer did not contact Protect Your Home or ADT Corpwithin the day Right of Recession period which allows them to cancel without penalty I will be more than willing to set them up on invoice billing and issue the customer a check for the $which would be the $difference over the life of the contract In addressing the claim that the contact was forged, all of Protect Your Home’s contacts are signed by electronic signature This is done on an IPad that the technician provides and the customer “picks a font” for their signature, unfortunately; if the name on the contract is misspelled then the signature will also be misspelled We apologize for any inconvenience she has experiencedPlease let us know if you have any additional questions or concernsSincerely, Mandy H [redacted] Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

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 I need a phone call because there is a lot more that I need done before this issue is resolvedI need to make sure that this all fixed correctly so I don't have to do this againPlease call me ASAP at [redacted] Regards, [redacted]

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 I DID NOT voluntarily paid the reduced feeI paid BECAUSE I was threatened by the agent that they will send this to collectionsI tried multiple times to get the resolution but each time I had to explain the situation again and again because there was always a new agent on lineI tried to get direct extensions of previous agents I had talked to, but no one will ever pick up their extensionEvery time I will ask for a manager, I was refusedFinally when I did get a hold of a manager, she was impolite and talked as if I am the defaulter not paying my duesI told her that I can manage to pay $400-$500, but I don't want to pay if I don't owe it, but she would not listenShe simply refused when I asked to be transferred to her manager and that too with a one word answer 'NO'It was like you are talking to an immature childNot professional at allI am highly unsatisfied with how my case was handled by protect your homeI have talked to several people and NO ONE has had a good experience with protect your homeIn retrospect, I should have checked their bad reviews before signing up for the service from themBut for now, I will settle with an apology and refund of the amount paid by me under fear and pressure (no one wants to spoil their credit score for $500) Regards, [redacted] ***

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 Regards,I just want them to explain why they charged meIt is confusing their customers why have different amounts?Thanks! [redacted] **

February 24, 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 # [redacted] Account # [redacted] Dear [redacted] This letter is in response to the Complaint # [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 ADTSummation of Complaint: Owner of complaint states she was not “fully” reimbursed for returned equipmentClient states that this matter and refusal to resolve has prolonged 6+ monthsClient further states, calls went unreturnedAcknowledgement of Resolution: In regards to Complaint # [redacted] we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that client is not due further monetary reimbursementClient has made only payment of $and payment of $The remainder of the payments, client disputed with her financial institutionTherefore, client would need to seek resolve via her financial institutionWe have reviewed this matter again, and the initial response is determined accurateWe apologize for any inconvenience this matter has contributedRegards, Chase [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below There has not been resolution The December 1st appointment is in place because a November 11th appointment was again missed by Defenders My security system is still malfunctioning How can Defender wish to close the case when a technician has yet to even show up and fix the problemAn future appointment is not a solution to the problem it is the cause of the problem They have repeatedly set appointments and have missed them In my opinion the response is a joke and illustrates that they don't even care what the problem is and have no desire to fix it[redacted] 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 Thank you for your diligence in resolving the matter! Regards, [redacted] ***