DEFENDERS d/b/a Protect Your Home

December 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 the damages done to her wall repaired I spoke with the consumer and advised I would need 2-estimates or paid invoice for the damagesI have also mailed a letter to consumer outlining the process and where to send the information 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 somewhat satisfactory to me Nothing came in motion until I sent a letter to Jim the CEO thanks to him but I still think their Customer Loyalty is a joke 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 [Provide details of why you are not satisfied with this resolution.] I am still waiting for someone to accept responsibility from ADT Regards, [redacted] E [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.It has already been established that the merchant cannot provide the talking keypad Furthermore, I'd heard more times than I can count that I would hear back from someone in Customer Loyalty I had a couple of missed calls and never could get anyone on the phone when I called back The manufacturer of the equipment stated that the system installed in my home is not compatible with the talking keypad and the entire thing would have to be swapped out All of this is stated in my original complaint.I have pursued this through a claim with my credit card company and will resolve the matter through them I want absolutely nothing to do with this merchant or their equipment.?Regards, [redacted] ***

November 17, 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 ADTIn summary, Mr [redacted] states that his services were originally installed with [redacted] and was relocated by Defenders IncHe is being held to the original contract termination charge although he relocated his servicesHe would like this balance waived and have his credit restoredProtect Your Home would like to request that the complaint be rerouted to the original authorized dealer [redacted] Protect Your Home has been waiting on invoice from [redacted] to settle the accountUp to this point, we still have not yet received the invoice from their company for a dealer settlementProtect Your Home has agreed to pay [redacted] $to close the accountI apologize if Mr [redacted] has been 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 E: [email protected]

Defenders INCDBA Protect Your HomeDBA Protect Your Home Priority Way South DriveIndianapolis, IN 46240Re: [redacted] Complaint # [redacted] Account # [redacted] Dear MsRichardson,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 systems We 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.Summation of Complaint:Owner of complaint states dissatisfaction in customer service.Acknowledgement of Resolution:In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsWe have determined this to be a moot pointThere is no longer an existing business relationshipPrior communication has informed the client that she would not be receiving a refundThis decision was based in part on an inconsistent payment history as well as being pulled from 3rd party collectionsClient was released from contract without being obligated to the “normal” balance of cancellation feeNo further resolute is being offered and the decision will stand as final.We apologize for any inconvenience this matter has caused.Regards,Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below As a professional I've had home security systems for years without issuesThis experience with ADT has left n-numbADT without my permission or knowledge transferred my service to a company that has hundreds of negative complaintsI chose to do business with ADTI did not choose to do business with AYHin fact I would never have let anyone representing PYH into my homeWhat's curious is why does a company have so many dba's? Who is Defender Security and what is their relationship to me? Following is my response (in red) to Defender Security Company's retort to my complaint, # [redacted] submitte December 28,to the Revdex.com I'm confused as to why Mandy H [redacted] , Customer Loyalty Rep with ADT has an unusable telephone number 957-digits instead of 10? Another confusing point is why did Mandy H [redacted] , ADT rep respond for Defender Security? I contacted ADT November to hook up an EXISTING security system in a temporary (month) rental homeThe technician arrived as scheduled but never represented that he was other than an ADT tech December I advised ADT to send monthly bills to my PO Boxto inquire about overcharges on my CC and to ask when I might expect my billsA customer rep informed me that my "contract" had been given to Protect Your Home and PYI-I would be responsible for billingservice, maintenance, etcand ADT was responsible for monitoring ONLYDefender Security's response is in direct conflict with what ADT told me December PYH wanted access to my Credit Card for the purposes of auto billing a frightening thought given my brief experience with ADT/PYHSo I suggested they notify me via my emailthe rep said noI then suggested they send a bill to my PO Box and was told they would charge $for each billSince $per bill was unacceptable I chose to send a check electronically to months in advanceAfter multiple attempts to remedy billing issues I had to make assumptions as to due date See original complaint regarding my conversation with Melissa #on 11/regarding discontinuing service Per Defenders Security "In addressing the claim that the contact was forged, all of Protect Your Home's contacts are signed by electronic signatureThis is done on an IPad that the technician provides and the customer -picks a font" for their signatureunfortunately; if the name on the contract is misspelled then the signature will also be misspelled." Not only did PYH, Defender Direct, Defender Security misspell my name, the SS number entered wasn't even closeThe only invoice I've received was from ADT, dated 12/14/13, Customer # and MY NAME WAS SPELLED CORRECTLYSo if ADT spelled my name correctly I assume the "contract" ADT say they sent to PYH was correctOn 11/after completing his task, the tech asked me to sign a statement that verified he performed a thorough walk through, etcCheck my signature and spellingAnother question....how would I know about a day option to cancel if I didn't have a contract? This is what I expectI want written confirmation that the ADT/PYH/Defender Security/Defender Direct or whoever's service was actually terminated on 11/as I requested and NO contract between me and ADT/PYH/Defender Security/Defender Direct existsI want recompense in the amount of $for overchargesstress and time spent (see initial complaint) dealing with this issueFollowing is only a partial list of all the people I've dealt withTyAdamAshley Oaks PYI-1, Tina/Florida, JohnJosh/Florida, PatrickJohn, Shawn, Jennifer, FaithLamar, Lotyoa, Faith, Office of Naren Gursahaney CEO The game perpetrated by all four of the above-mentioned companies is nothing short of deception; a shill game meant to confuse the customer20/aired a very interesting report in December regarding deceptive practices of various home security companiesFor your information I have contacted 20/and their affiliatesWe are now x-ADT shareholders and I will not hesitate to share my experience As I said in my complaintYour diabolical services/practices will not be tolerated Regards,%

February 10, 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] , 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 is indeed due a referral for $due to herreferring a friend to sign up with Protect Your Home I apologize that this has not been handled ina timelier manner, however; I show the 1st notification we receivedwas on 1/14/ I show that the checkrequest has been entered and I have asked my manager to have thatexpedited Ms [redacted] should receiveher check within 10-days, if it has not arrived in that time frame pleasefeel free to contact me directlyWe apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concernsSincerely, Mandy H [redacted] Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-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 this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.What protect Your Home as indicated in the previous response is correct with regards to the removal and immediate refundHowever, they are additionally responsible for the damages to my home during installation and the removal of equipment which should have been left in the homeI was advised I could provide them with a quote (scheduled December 15th and 22nd with two different companies) and provide them with the receipt of the company I choose and would receive reimbursement for those damagesThis was not included in the response I just was provided and should be notedI have also attached the attachment from the email I received from [redacted] , the Protect Your Home representative, stating this would be coveredRegards, [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 [Provide details of why you are not satisfied with this resolution.]The response from the company states that I have a valid contract on file, which I do not disputeHowever, they will not void that contract and yet they want me to sign a new contractThe letter I received from them says "until we receive this signed form, ADT cannot properly process your paperwork, which could result in incorrect monthly charges for your alarm system" They have been billing me incorrectly - contract that I signed was for $monthlyWhen I asked to have my charges corrected they refused This new proposal says "We mailed out a new contract for MS [redacted] to sign so ADT can continue billing the correct the montly (SIC) monitoring rate and credit her account.They already overcharged meI am entitled to the refund of those charges without signing another contract 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 it is not truethe installer was under trained that was sent and when he called for help the other installer act like he didnt want to be bothered and had told me he couldnt separate my window and door sensors that were hard wired in the househe installed the second keypad by the garage door he stapled the power cord along the wall and didnt even attempt to hide the wire then he left the poor guy on his ownwho was in my home from 3P.Mto 10P.MJan20th and the system still wasnt working rightwhy would I trust you to come back in my home again also I have three business days by law to change my mind and it wasn't hours when I cancelled my agreement with ADT that I signed and faxed, who also told me I had to the 25th of January to cancel my agreement Regards, [redacted]

February 24, 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] , Thisletter is in response to the complaint # [redacted] filed by [redacted] By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systemsWe have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT I have researched this accountand found that another agent in the Customer Loyalty Department has beenworking on this issue with the Security Manager and the Regional Manager in thearea Currently the agent is awaiting areply from the Security Manager and will be in contact with the [redacted] ’s soonWe apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concernsSincerely, [redacted] Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

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 I have researched this account and found that the customer has been refunded a total of $There were $visa cards sent to the customer on 10/24/and a paper check was mailed to her on 12/31/This should satisfy the inquries for the damage due to a failed system install We apologize for any inconvenience he has experiencedPlease let us know if you have any additional questions or concerns Sincerely, Mandy H [redacted] Customer Loyalty Representative

March 12, 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] , 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 spoken to Mrs [redacted] who advised that she will be moving into a home thatdoes not allow the installation of her security alarm system I have advised Mrs [redacted] to fax me astatement from the landlord/owner of the property stating that she cannotinstall the alarm system and I would process a release from contract forher Once I receive this document Mrs[redacted] will not be responsible for any early termination fees We will not be going to the home to removeany equipment or processing any refunds from Protect Your HomeWe apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concernsSincerely, Mandy H [redacted] Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-Tell us why here

December 21, 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 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 ADTIn summary, the consumer would like compensation for damages done to his home I was able to locate the original documents sent over by the customerI have submitted a refund for $for the damagesI have also added a $visa gift card the customer will receive in 17-days I am not sure why the error message was received when trying to email meI will reach out to my IT department regarding that I apologize for any inconvenience but I appreciate the opportunity to address these concernsIf the consumer would like speak further, I can be reached directly at 317-860- Sincerely, Emily B***Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [email protected]

January 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 # [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 ADT Summation of Complaint: Owner of complaint disputes terms of contractAcknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsClient would have to redirect her complaint to ADT Corporate as the account is currently being handled by collections due to non-paymentADT Corporate will address the matter of billing/collections by contacting them @ (opt 2-collections)We apologize for any inconvenience this matter has caused Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here

January 18, 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 ADTIn summary, Mr [redacted] states that his rate was supposed to be adjusted to $44.99, but he is currently still being billed at a higher rateHe would like this adjusted and refundedProtect Your Home did receive the amended contract for $on December 23, and sent it to the ADT corporate office for processingADT has it documented on his account December 29, that the new paperwork was receivedADT had not yet processed the contract at the time the complaint was submittedIt has now been correctedThe account was backdated and a credit has been applied on his account in the amount of $He was also given $in Visa gift cards for the inconvenienceI apologize that Mr [redacted] had a poor experience, 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 E: [email protected]

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] would like the system removed and monies refundedHe states that the technician was misleading at the installationMr [redacted] contacted Protect Your Home on October 19, in regards to an ADT monitored alarm systemHe was to receive a free basic equipment package that retails at $He paid $to reserve the installation that he scheduled for October 20, The installation was completed and Mr [redacted] agreed to pay an addition $for the upgrades to his equipmentA copy of the contract and other paperwork mas emailed to t [redacted] [email protected] after the installation, but Mr [redacted] stated he never received itHe also states that he discovered the original installer had a criminal backgroundThis was presented to Human ResourcesIt was advised that that although we cannot release specifics regarding employee background screenings, all employees are thoroughly screened pre-employmentProtect Your Home approved to release Mr [redacted] from the contract without penaltyA full refund was approved pending the return of the equipmentA system removal is scheduled for November 4, I 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 E: [email protected]

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 I think this response from Defenders doesn't solve my problem I think this company has violated my rights as consumer.Even when defenders have mentioned they solved the problem in May of 2017, the true thing is that Defenders/ ADT has been debiting from my [redacted] 's credit card the following amounts April 12/2017: According to my credit card balance 56,was charged by ADT (recurring charge)I called ADt and defenders asking for a solution and the response was that in the next statement the change of rate was going to be reflectedMay 11/2017: According to my credit card balance of 56,was charged by ADT (recurring charge)I called ADT and Defenders and the response was that ADT was updating the information in the system, so, it was probably that I was going to see therate adjust in the upcoming month Nothing happenedJune 12/ 2017: According to my credit card balance, 56,was charged by ADT (recurring charge) Same situationI called defenders and they said the changes were going to be reflected in the next statement Nothing happenedJuly /2017: According to my credit card balance, was charged by ADT (recurring charge)I called again to Defenders asking for a solution and nothing happenedAugust 11/2017: An amount of USD was charged to my credit card Given the negligence of Defenders/ ADT, I decided to dispute the charge with the bank The same situation took place on September of when my credit card was charged again for 56, As a consequence, I decided to dispute the charge.It is completelevident the level of negligence of Defenders in this case They said they corrected the problem when the true thing is that my credit card has beween charged for a wrong amount for months The excuse is always the sameON the other side, who is going to return the amounts wrongly charged to my credit card? No I 've received an statement where ADT is charging me dollarsI have asked for information an no one answer to my request What's the reason of this charge? Finally, It is important to mention that I presented the same complaint against ADT ( case [redacted] ) and their answer was that Defenders was the legal entity to which I entered into a contract, so who is going to solve my situation? Regards, [redacted]

November 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] 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 to cancel the contractual agreement, the services to be removed from the premises, and a full refund After reviewing the account, I should the consumer was released from contract on 11/16/and the system was removed on 11/21/The customer was advised by my colleague on 11/that no refunds would be issued If the consumer would like to discuss this further, I can be reached directly at 317-860-My sincerest apologies for the inconvenience and appreciate the opportunity to address the concern Sincerely, Emily B [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]