DEFENDERS d/b/a Protect Your Home

August Revdex.com ofCentral Indiana N.Delaware St#2020Indianapolis,IN 46204-DefenderSecurity Company DBA ProtectYour Home 3750Priority Way South Drive, Ste Indianapolis,IN Re: [redacted] ComplaintNo [redacted] AcctNo [redacted] Dear [redacted] This letter is in response to the complaint # [redacted] filedby [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 ADTWe have contacted [redacted] regarding the break in thatoccurred We attempted to reach her inorder to explain the process to review this claim In order to review further, we will need acopy of the police report and a copy of her homeowner’s or renter’s insurancereflecting her declaration pageWe have not yet received these documents She may submit these to [email protected] and wewill follow up as soon as they are receivedWe apologize for any inconvenience or frustration that the customer mayhave experienced and we appreciate the opportunity to address her concerns.Sincerely, Whitney [redacted] Customer Loyalty RepresentativeProtect Your Home ADT Authorized Premier ProviderE: [redacted] Tell us why here

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 for the business to perform this action and, if it does, will consider this complaint resolvedRegards, [redacted] ***

April 28, 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] Complaint No [redacted] AcctNoN/A Dear Ms [redacted] ,This letter is in response to the complaint # [redacted] by [redacted] By way of background, Defender Security CompanyDBA Protect 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 ADTAfter reviewing the account, Ms [redacted] received an adfrom Protect Your Home Theadvertisement included an offer for a $visa, and $for months of basicmonitoringWe show she called in for service on March 28, and $waspaid to schedule a tentative installation for April 13, In the meantime we were notified that we could notcomplete the installation because the account holder had a previous account withADT Corporate and it was cancelled due to nonpayment on May 23, The account was canceled on our end and the installationfee was requested on April 13, The refund was processed on April backto her accountUnfortunately we are not able to determine when the refundwould reflect on the credit card In regards to her previous account that she mentioned,she would need to speak to ADT CORP directly to resolve issues since they havebeen handling that particular account since March 14, We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate the opportunityto address his concerns Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d [redacted] @protectyourhome.com

June 16, 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 CompanyDBA Protect 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 After reviewing the complaint our records indicate Ms[redacted] was installed on January 21, and opted to purchase additionalequipment in the amount of $583.47; documents have been attached to support thepurchaseMs [redacted] contacted Protect Your Home on March 31ststating she recently had a new internet company installed at her residence andher cameras would go offline intermittentlyMs [redacted] called us the following day asking for an additional keypadat no chargeThe escalation representative contacted Ms [redacted] on April6th and left her a message to call us back to schedule a serviceappointment so we could install the 2nd keypad at no cost toher Ms [redacted] returned the agents callon April 17th leaving a voicemail stating she needed to discuss theaccount because of her dissatisfaction of servicesThe agent followed up thevoicemail with a call and left another voicemail detailing the agents workinghours, email address, and direct phone numberMs [redacted] did not return the agentscall on April in regards to her issues and the escalations representativedid return Ms [redacted] ’s voicemail in regards to getting her appointmentschedule to address the issues with the cameras and scheduling the keypadinstalledMs[redacted] contacted our customer care department on May11, requesting the keypad be relocated to the door by her carport and toaddress issues with the systemOur security advisor did go out to her home onMay to address her issues, we were advised the keypad was placed in herbedroom due to the customer wanting cameras and her modem was in bedroom, sheagreed to have it set up in thereThe reason nothing works at that moment isMs [redacted] moved the modem to another room and the cable guys disconnected thesecurity systemOur security advisor told Ms [redacted] we could fix it but shewould not allow him to do anything at the time to resolve the issues Ms [redacted] called back after the service appointment on Junerequesting to be released from her contract and our customer carerepresentative informed Ms [redacted] that she would need to allow us to resolveher issues in regards to the system if not we would hold her to the 75%termination cost of the contractMs [redacted] advised our customer care representativeshe moved the modem due to WIFI issuesThe escalations representative added a $VISA tocompensate for the downtime of the cameras continuing to go offline Ms [redacted] did have tentative serviceappointment on June however we were not able to attend the service due toscheduling conflict The escalationsteam spoke to Ms [redacted] on June about the missed appointment and explainedto her the manager of the branch was out of office that dayThe SecurityManager offered her an appointment on June at any time it was convenient forher however Ms [redacted] declined the serviceThe branch manager also stated that he did have security advisoravailable for June however she declined to have the security advisor out toher residence as well The escalations agent got Ms [redacted] to agree to a serviceappointment on June with the Security manage to attempt to a resolve herissuesWe followed up with the branch manage and he stated we have triedeverything to get cameras to work Ms[redacted] home is old and wiring is old we are not able to go through wallswithout hitting beams every inchesThe Manager stated that due to the homeswiring, location, and low signal he requested that Ms [redacted] be released fromcontractThe escalations agent attempted to contact MS [redacted] on June toschedule a system pull and finalize the termination of the contract but was notable to get a hold of the customer, the agent left a messageWe apologize forany inconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concernsSincerely, [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [redacted] @protectyourhome.com

October 6, 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 Defenders has resolved this concernI am showing the downgrade to the $package in May of Defenders has records of monthly monitoring at $I am showing that Defenders has not made any charges to your monthly monitoringYour account was purchased by ADTADT does handle your billing However, Defenders will not be able to honor any cancellation at this timeDefenders has charged for the installation and equipment chargesI do show ADT generating a contract as of September 13, If wanting to cancel, you will be responsible for 75% balance of contract Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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 all money she paid to be refunded back to her I spoke with the consumer and advised all refunds are pending and should pay out within the next weekI have advised her to call me if for some reason she doesn’t receive them 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 have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear beloI did get a refund but there response was a lie. They told me that my card would not be charged until the install was done and then the installer would as for the security code to finalize the charge Regards, [redacted]

January 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] 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, Mr [redacted] would like to cancel his services because his system was not completely installed at the installationHe claims that there are still sensors waiting to be installed Mr [redacted] first contacted Protect Your Home on December 19, in regards to an ADT monitored alarm systemHe paid $for the installation fee and had it scheduled for December 30, It was not brought to our attention until recently that his installation was incompleteA representative spoke to him today from our escalations team and offered to allow him to return the sensors that were not installed for a refundThe customer accepted this and preferred this over cancellingI apologize if he 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]

December 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 the lower monthly rate of $ If the consumer has a landline that is compatible with our service, I will approve a downgrade to the lower rate of $The consumer’s current rate is $52.99, which includes the phone application to remotely control the systemWe would need to remove that feature and connect the service to the landline for the consumer to qualify for the lower rate I have also requested the voice confirmation associated with the electronic signatureAll of our electronic signatures have voice recordings of the customer’s voice to ensure the authenticity of the contract signature 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]

October 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] 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, Mr [redacted] will pursue legal action if the equipment is not returned This incident was investigated and we came to the conclusion that the technician did not leave the property with Mr***’s equipmentI apologize that Mr [redacted] is not satisfied with this resolution, but these are our findingsIt is against company policy to take anyone’s equipment from the home, so it is highly unlikely that a technician would risk his job by “stealing” his equipmentIt is usually found that the customer either disposed of the equipment or it was stored in a box and misplacedAt this time, there is no proof to substantiate his claim so I am not able to further investigateShould Mr [redacted] pursue legal action, I will re-address his concerns thenThank you, 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 this proposed action 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 resposeThe technician never asked me to choose the fonts or provided me with any codes, and your loyalty employee told me that they used my voice recording as a signature, you record all the customer calls, go back and listen to what she told me in the phone, your customer service is very bad, I called that loyalty employee last week and left her message but she never called back, I can provide Revdex.com with the phone records, you can't keep cheating customers and charge them more than they should pay! Regards, [redacted]

June 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] Dear Ms [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 some instances, the account his billed by Protect Your Home and then later purchased by ADT who then takes over the billing In summary, Mr [redacted] states that he has not received a current bill from May into June and states that ADT is attempting to automatically bill himHe also states that no one from ADT has attempted to contact him during a couple alarm eventsHe would like invoicing set up and the draft attempts stopped ADT purchased Mr***’ account on May 15, Normally, ADT bills in accordance to what is on the contractAccording to the contract, he authorized to be billed automatically through his credit cardI contacted ADT and they confirmed that Mr [redacted] requested to switch to invoicing and they have updated his account to the preferred billing methodAt this time, if ADT continues to draft automatically, he would need to refer this complaint to ADT corporateHe would also need to contact ADT’s monitoring center in regards to the alarm eventsI believe that they did not call him because he entered his pass codeHe would need to contact ADT to verifyProtect Your Home does not handle the monitoring of his alarm system Although this complaint needs to be addressed to ADT, I answered his concerns the best I canI apologize for any inconvenience this may have caused Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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 a release from contract with a system pull and full refund After reviewing the account, the consumer’s concerns have been addressed by my colleagueIt has been explained that at this time we cannot approve a release from contract without the contract balance payment firstThe consumer has a service appointment scheduled for 12/1/to address the system issues 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]

May 20, 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 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 After reviewing Ms***’s billing our records indicateMs [redacted] was on auto withdraw, but switched to quarterly billing because thebilling page of the contract was never singedIn November, we mailed out a newcopy of the contract for Ms***’s to sign so that we could update the billinginformation in the systemMs [redacted] has not sent the paperwork back to date, sowe have been unable to update her billing information The ADT account service department receivedpayments from September 30, through January 21, totaling $and onepayment of $totaling $ Ms.***’s billing was flipped back to Protect You Home on January 26, Ms[redacted] did submit a payment of $to ADT corporate after the account wasturned back over to Protect Your Home and that payment was returned by ADT corporatein form of check Protect Your Home started billing Ms [redacted] on January 26,2015, on January we attempted to collect payments for the months of Novemberand December Ms [redacted] contacted ProtectYour Home on March 10, regarding her monthly monitoring rate beingdifferent than what she was paying ADT directly Ms***’s correct monthly fee is $pluslocal sales tax, totaling $ Protect Your Home received disputes on March 13, which I haveattached for your recordsThese payments are voided and the funds werereturned to the customer’s credit card Our accounting office received the payments that Ms [redacted] paidto ADT directly on March 25, in the amount of $ We received a check from Ms [redacted] on April 2,in the amount of $towards the outstanding balance caused by thedisputes with the financial institutionMs [redacted] does have an outstandingbalance of $94.16, which has been waived on the account due to the delay offunds being applied accordinglyAdditionally, I have switched Ms***’sbilling to monthly invoicing so her bill will be $ ($59.99+ $salestax= $64.94+ $invoicing) Theclause for invoicing in her contracted, is located on page of 8, in section 4under the “Important Notice” I have alsohighlighted this as she requested Weapologize for any inconvenience or frustration that the customer may haveexperienced and we appreciate the opportunity to address his concerns.Sincerely,Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria[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 find that this resolution would be satisfactory to me Regards, [redacted] ***

August 19, 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, 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, Ms [redacted] cancelled her services within the allotted three day cancellation windowShe had an equipment removal on July 15, and has not yet been refunded I reviewed Ms [redacted] ’s complaint and have requested the refund for the equipment to be paid out in the amount of $1,I have also requested that the refund be expedited due to the extended time Mr [redacted] has already waited for her refundOur standard refund time can take seven to thirty days from that date the refund is submittedI have submitted the refund on August 19, Due to the expedite request, the refund should pay out much sooner than the standard refund windowI have made contact with Ms [redacted] and provided her my contact informationI appreciate the opportunity to work with Ms [redacted] and to resolve her complaintI apologize if she experienced any inconveniences through this process 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 My existing working equipment was not leftMy wife and I were both present when installer left his work areas cleanIt seems that the company has taken the word of an employee that has committed fraud and not being accountable for replacing or compensating me for stolen equipmentI now have a hole in my wall with protruding wires where the old panel wasIf this is their final resolutionIt is in my best interest to proceed with legal action to be made whole Regards, [redacted]

That Is not what happen. I was put on the call to verify that the guy can come while I am home. When he came to my house I was too sick and he came into my bedroom to have me sign. I told him I could not read anything he said the signature is only to install. I was never given any paper work. We were told we had 8 days to cancel. We called with in those 8 days to cancel and they did not honor their contract. I never gave them any payment information any bank information I gave them no information on myself. Yet they still have this contract in my name. I never paid $1 to this company. You can not call hearse a person to sign when they are sick and can't even sit up. A representative should not have to come to my bed room while I am not fully dressed in sick to have me sign a document. These people don't even have my email adresse look at I never gave to them. I have no idea what the cost is what the equipment is what it does. There has been era messages and this machine since it's been at my house. This company traps people into contracts and does not give them the information need it. I will have to seek legal attention. I will not pay to get out of a contract that I did not sign. We have a right to cancel within 8 days and we deed. The machine is not what we want. We already had security system that was better you can view online you can view on your phone you can turn on and off from your phone. We cancel this contract because the fast advertisement that was given. 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. [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

June 13, 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 ADTIn some instances, the account his billed by Protect Your Home and then later purchased by ADT who then takes over the billing In summary, Ms [redacted] states that her monthly rate has not been corrected although she has a contract for $She would like the rate corrected and the charges reimbursed back to her for what she was overcharged After looking into her account, I found that we were missing part of the amended contractWithout the full contract, ADT is unable to make an adjustmentI advised Ms [redacted] and she agreed to sign a new one electronicallyI notified the team responsible for creating and send the electronic contractsI requested that is may take hours to receivedOnce signed, ADT will receive a copy and will be able to adjust her bill and credit back to her any overpaymentsI explained that it is a process, so she is welcome to call me anytime during this processI apologize for any inconvenience this may have caused 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 [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 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.In regards to Complaint # [redacted] we have carefully reviewed the matter and bring forth the following recommendationsClient has been released from contractA scheduled time for removing the equipment is in place and all fees are pending refundAt this time no other resolution is necessary and the matter should stand as resolvedWe extend an apology in advance for any inconvenience this situation has causedRegards,Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderTell us why here