DEFENDERS d/b/a Protect Your Home

-Greetings,The address to Defender direct turned out to be a private residence, because the owner of the property called me yesterday informing me of this and to take care of it, I am guessing not to have any mails going to his addressI called and spoke Defender direct so I was given this address:Defender DirectPriority Way South Drive, Suite 200Indianapolis, IN 46240Thanking you in advance, [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 They have not called me back nor have they tried to resolve this issue whatsoever! I have requested to have the accounts canceled repeatedly and at this point they can feel free to cancel the new and terminate the old for the fee of $and I will let this go before a judge! I am also going to contact ADT and try and get the amounts they've currently been charging, placed back in my account, as I have fully communicated that I am canceling all services with them! I will also continue to spread awareness about this company and their unwillingness to provide customer service and also that that they falsify dates on contracts and lie repeatedly, in hopes of saving others this kind of hassle! Thank you! Regards, [redacted]

September 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] This letter is in response to the complaint # [redacted] regarding [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 this account was cancelled on September 1, I generated a confirmation letter to confirm of the cancellationI issued the refund of $108.65, which Ms [redacted] will receive within days to the method of paymentPlease see attached file Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider [email protected]

Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN Dear Ms [redacted] , Re: [redacted] Complaint No [redacted] AcctNo [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 ADTAfter Speaking to our branch manager, the tape accountholder is referring to is a high weight 3M tape When properly prepped and installed, thesensor will not come offWe could offer to use a silicone as an alternatesolutionWe have also verified with the ADT monitoring center and confirmed thesystem is responding properly with them on monthly basisThey have notreceived any notification that customer is having issues at with her systemWeare able to offer a service appointment to assess the system.The charges Ms [redacted] is referring to are the monthlymonitoring fees she agreed upon when she did have the system installed We have also checked with the monitoringsystem and there is no indication that the system is not communicating, orshowing a trouble signal of any sort We apologize for any inconvenience she has experience Shouldshe allow us the opportunity to resolve the issues with a service appointment,we would be glad to assist with reimbursement for her inconvenienceSincerely, Ana D [redacted] Customer Loyalty Representative/ Protect Your HomeADT Authorized Premier Provider Tell us why here

Revdex.com:Both ABT and Protect Your Home took proactive measures to resolve the situation after my complaint was submitted and I forgot to remove itI am satisfied and would like to drop my objectionThanks, [redacted]

January 20, 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] would like the hole fixed in his wall due to the installation of the alarm panelHe states he cancelled his order when he discovered he could not get the PULSE services at the initially quoted priceHe states he contacted customer service in order to have the hole fixed, but was advised that he did not qualify for the damage claim processMr [redacted] contacted Protect Your Home on January 11, in regards to an ADT Monitored alarm systemAlthough Mr [redacted] showed interest into the PULSE services, the sales representative quoted the cellular service rate at $in errorThe PULSE app does increase the rate to $and was explained to him by the technician on January 14, Unfortunately at that time, the panel was already mounted on the wallProtect Your Home cannot offer PULSE at $so we are willing to offer reimbursement for the holeI contacted Mr [redacted] and he advised that the repairs would cost around $I requested that he send two to three contractor estimates in order to properly process his damage claim per company policyMr [redacted] advised that it would be too much of an inconvenience, so I offered a $Visa reimbursement in which he acceptedThe $Visa gift card is redeemed through [redacted] a third party companyNormally, there is a redemption process, but I went ahead and immediately fulfilled the Visa gift cardHe will receive it in the mail within two weeks to the address we have here on recordMr [redacted] was satisfied with this resolutionI 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]

March 29, 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 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 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 requests refund in re of collection matterAcknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsThis is a matter that requires speaking directly with our billing/collections departmentThey would be able to assist you with a breakdown in charges and provide clarity with any further questionsThey may be contacted at Please contact them at your earliest convenienceWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

December 21, 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 Ms [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 has cancelled contract, requests system pull and refund of chargesAcknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that this account is cancelled and a scheduled system removal is set for 12/We have requested via check that the initial installation ($107.91) be returnedUpon completion of the system removal, an additional $will be returned to clientPlease allow up to business days for this process to finalizeWe apologize for any inconvenience this matter has contributedRegards, 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 find that this resolution would be satisfactory to me as long as I receive the $credit along with the two $Visa cards Regards, [redacted]

July 20, 2015BBB of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240 Re: Jacqueline CFaucherComplaint # 10699011Account # U381671135 Dear Ms.... Richardson: This letter is in response to the complaint # 10699011 filed by Jacqueline C Faucher. By way ofbackground, Defenders DBA Protect Your Home is an Indiana corporation thatspecializes in selling residential alarm systems. We have been an ADTauthorized dealer since 1998 that sells and installs ADT monitored securitysystems. Once the security system is installed, the contract is then purchased,billed, serviced and maintained by ADT. After reviewing the account I do show Ms. Faucher spoketo our scheduling department on June 10, 2015 in regards to the system issuesshe was having. The representative explained to Ms. Faucher that our localbranch was overbooked and he would attempt to reach out to the branch manager tosee if a sooner service appointment would be available prior to July 3rd. Ms. Faucher contacted our customerservice department on the June 15 in regards to her system not working and requestedto cancel her account completely. The representative stated they would submither information to our escalations department and she would receive a call back. Our escalation representative did reach out to Ms.Faucher on July 8 in regards to the system issues she was having with hersecurity system. The branch manager was contacted as well however he was notable to reach him, the escalations representative stated he would continue toattempt to see what he could do to get her sooner appointment. In the meantime,Ms. Faucher was offered one month of monitoring in form of check as well as a$100.00 VISA due to the inconvenience. I show her check was mailed out on June18th to her mailing address and the VISA was shipped out on June 19thto her address directly. Ms. Faucher called back into our customer servicedepartment on July 2 and she originally requested to cancel the serviceappointment for July 3rd and just wanted us to pick up the equipmentsince she already removed the equipment. Ms. Faucher requested to speak tomanager and she was transferred to the escalations representative. Ms. Faucher wasstill upset with the service appointment delay and she requested to cancel heraccount. The agent explained to Ms. Faucher that she did have the appointmentset for July 3rd and if she chose not to continue with the serviceappointment she would be held to 75% of the termination cost of the contract.Ms. Faucher was transferred to our internal collections team to attempt to paythe termination cost however her credit card declined. In the meantime we have confirmed with ADTmonitoring center her system is working and we also received the monthly timertest. ADT Quality service department also confirmed on July 6 with Ms. Faucherthe system issues have been addressed. Unfortunately, Ms. Faucher account is noteligible to be released from contract, if she opts to continue with cancelingwe will be holding her to 75% balance of the contract. We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address her concerns. Sincerely, Ana Dau-FarrCustomer Loyalty Representative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized Premier ProviderE: [email protected] 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 the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.This is ridiculous, I have called ADT numerous times and I did not get these callsWhat does this mean, am I to call ADT or whatever this other company is? I also let a message with an ADT supervisor on March and have yet to hear backYour calls are not coming to my phone number, this is inaccuratePlease leave me a number I can call and I willWhy would I not return a call to ensure the system I PAID for works? [Provide details of why you are not satisfied with this resolution.] 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.] Regards, [redacted]

August 30, 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 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 ADTMs [redacted] filed a complaint in regards to our Movers processThe Movers process requires the customer to install the new service within days of placing the orderIf the account is not installed at the new home the previous account is charged 75% balance of the contractOur Movers clause states if you purchase a home in a Protect Your Home service area, you are eligible to have a standard security system installed in your new home for $(non-refundable installation fee) + tax and with no additional cost for base System equipmentA new monitoring agreement will be requiredMs [redacted] previous account was charged the balance of the contract because she did not install a new system within the allotted timeOur Loyalty agent (Tiffanie) reached out to the customer to resolve her issueTiffanie offered to refund Ms [redacted] two $Visa Gift Cards since the customer was not aware of the Movers processMs [redacted] stated she will think about the offer and she has Tiffanie’s direct number to call her backWe apologize for any inconvenience or frustration that Ms [redacted] may have experienced, and we appreciate the opportunity to address her concerns Sincerely, Virgie H [redacted] Manager of Security Customer Care Operations Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 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 In summary, Mr [redacted] is concerned that Protect Your Home will not return his emails in regards to a promotional flyer he received promoting a monitoring rate of $He is a lasting customer and would like someone to respond Although Protect Your Home installed Mr [redacted] ’s alarm system, we are not handling the billing or serving of the alarm system ADT has purchased the contract and currently handles all aspects of the monitoring and service agreementHe would need to contact ADT Loyalty at 1-800-730-in order to discuss these concernsOur records indicate he may already be in communication with that team who offered to lower the monthly monitoring billI apologize that I am not able to be of assistance Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 19, 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] 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 customer account we show that hisaccount was cancelled due to non-payment on March 6, The last payment ADTreceived from the account holder was on December 2, Ms [redacted] was sent a letter on December 24,the advising is account was days delinquent and he would need to submitfor payment We show there was anotherletter send to the customer after days past due on the January 26, Theaccount holder was contacted by the collections team on February 6, and amessage was left regarding the outstanding balance at the time of $ Ms [redacted] was also sent letter notifying hisaccount was in jeopardy of cancellation due to non-payment on the February 7, Ms [redacted] did contract our collections team on March 10,to determine how much it would be reinstate her account However, she was not able to submit a paymentand advised she would call back when she gets her credit cardWe do charge areinstatement fee of $+ months ($134.97) in advance as well as the pastdue balance of $ We are willingto waive the re-instatement fee of $99.00, but account holder would beresponsible for past due balance on the account and the months of monitoringin advanceShe would also be on auto payment as well If she opts not to proceed withreinstatement, she would be responsible 75% of the termination cost on hisaccount, which is $We apologize for any inconvenience or frustrationthat the customer may have experienced and we appreciate the opportunity to addresshis concerns.Sincerely, [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [redacted] @protectyourhome.com

January 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***, 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 $Visa Gift Cards I also show that on January 15, theseGift Cards were put in to be shipped directly to the customer We do ask that the customer please allow 7-10business days for processing Theyshould receive these cards within business days We 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-

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.] No response was made to the fact that the phone representative told me, because they were running a special, the equipment would not cost me anythingIt cost me $- and the sales/tech rep who came to do the install told me that I was credited $for equipment, as the special discountThis is very clearly NOT what I was quoted on the phoneI understand an additional monthly fee ($vs $quoted) for extra equipment and that I have signed to get the system installedMy objection is to the huge difference between the phone call pricing (free equipment) and the actual pricing (about $for equipment, with about a 45% discount - very good, but NOT free)No reference was made to the telephone information, for which, of course, I have no printed or recorded proofNOT a good practice Regards, [redacted] ***

October 23, 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 [redacted] 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 Ms***’s complaint and located her account Our records show we installed her system back on July 5, On July 11, we returned and installed door/window sensors and shocks sensors, at no cost to the customer Since then, we have not been contacted by the customer I did attempt to reach Ms [redacted] on two different occasions and left my direct contact info each time No response was received However, I have shipped her $Visa out back on 10/15/and also provided a free keychain, per her request In order for Ms [redacted] to obtain her free keychain remote, she will need to call our office to schedule a time to bring it out and run the signals for it She may reach our customer service at 1-800-689- We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address her concerns Sincerely, [redacted] Customer Advocate [redacted] @protectyourhome.com

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 Ms Richardson, This **tter is in response to the complaint # by Edwin LawBy 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 dea**r since that sells and installs ADT monitored security systemsOnce the security system is instal**d, the contract is then purchased, bil**d, serviced and maintained by ADT After reviewing the account I show our sa**s team that MrLaw did speak to on February 12,provided him an $equipment credit for the installation that occurred on February 26,We show MrLaw did purchase additional equipmentDuring the installation we show the customer did sign a credit card authorization form that authorized the additional charges on the account in the amount of $as well as the schedu [redacted] of protection that was signed as well which is attachedIn effort to resolve the complaint we have waived the outstanding balance of $MrLaw would need to allow time for the internal col**ctions attempts to ceaseWe apologize for any inconvenience or frustration that MrLaw may have experienced and we appreciate the opportunity to address his concerns and reach a resolution Sincerely, Ana Dau-Farr Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected] Tell us why here

May 18, 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 The account holder has emailed meregarding the first response provided on April 15, Sherequested that we waive the $she paid for equipment and disputed the chargesthe same dayI have included the email as an attachment for your recordsIneffort to resolve the complaint, I advised the account holder we would waivethe amount that she disputed in order to resolve the complaint and she wassatisfied with resolutionAgain, we apologize for the inconvenience ourcompany has caused her Sincerely, Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderP:713-l F: 317-564-2552E: anamaria.d [redacted] @protectyourhome.com Tell us why here