DEFENDERS d/b/a Protect Your Home

September 9, 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] advised that he did purchase the camerasHe also states that two exterior cameras have not yet been installed although he has scheduled many service appointments to have his system completed Upon further review of the account, it was found that the original technician did not properly record how many cameras were installed and how many were yet to be installed in Mr***’s homeAccording to our records, he only purchased one interior camera with his packageThis, as well as the other complaints against the original installer, has been reported and will be handled internallyThe branch manager will be taking over the installation and will return to the [redacted] residence on September 16, in order to finish installing the final two exterior camerasProtect Your Home will make sure Mr [redacted] is not charged for this service call or for any of the additional cameras being installed Mr [redacted] has my contact information and will reach out to me if this resolution is not completed to his satisfactionI apologize if Mr [redacted] has experiences any inconveniences throughout this processI appreciate the opportunity to address his concerns and come to a resolution Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

January 4, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [redacted] This letter is in response to the complaint # [redacted] submitted by [redacted] ***By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, the consumer would like the contract terminated and the equipment removed for a full refund We have received the consumer’s notice of cancelation within his day right of rescissionIf the consumer would like to terminate service, I will honor the cancelation noticeThe consumer will receive a full refund once we retrieve the equipment from the home If the consumer would be willing to allow me to fix the issues, I have no problem approving a downgrade if the consumer has a compatible landline service we can connect toI can also approve credit if the consumer would like to add additional protection to the home 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 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] ***

March 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] , 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 andlocated the customer’s account I amshowing that Mr [redacted] is working with another Customer Loyalty Agent The agent has thoroughly researched the issueand found that Mr [redacted] ’s wife not only signed the contract she also made thevoice recording agreeing to the contract and any fees associated with it We 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-

July 21, 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,Defenders DBA Protect Your Home is an Indiana corporation that specializes inselling residential alarm systemsWe have been an ADT authorized dealer sincethat sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT After reviewing the account I do show the account holder didcall us on June 26,to inquire on service due the area she was livingin Protect your Home does an standardcredit check to see if customers are eligible for the $promotion we offerhowever Ms [redacted] did not qualify for the basic $promotion, but waseligible an installation fee for $The sales representatives was able toreduce it to $plus local sales tax, Ms [redacted] did provide her cardinformation for payment for the basic packageAfter reviewing the account Ms [redacted] was played the terms andconditions which does mention “You may berequired to pay additional charges to purchase equipment required to utilizethe ADT Pulse Interactive Solutions Services features you desireUp to $499customer installation charge.” I do show thecustomer did call in on July wanting to not proceed with the installation duethe additional fees for the activation of the camera packageWe did submit therefund on July and it shows it was paid out on July Unfortunately, wecannot guarantee the processing time for her financial institution to reflectthe refund in her accountWe apologize for any inconvenience or frustrationthat the customer may have experienced and we appreciate the opportunity toaddress her concerns Ana D [redacted] Customer Loyalty Representative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized Premier ProviderE: anamaria.d [redacted] @protectyourhome.com

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 reviewed Mr[redacted] 's complaint pertaining to the recurring service issuesWe offered a service appointment on December 1, At that time, Mr [redacted] declined, but saved the contact information for future referenceWe will review to determine if we are able to offer any additional resolutionIn the meantime if you have any questions or additional information please feel free to reach me at the contact information provided below We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address his concerns Sincerely, Kevin A [redacted] Customer Loyalty Representative

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'm not satified with the solution I never stated that I agreed with Protect Your Home's statement of [redacted] calling in on another offer In fact, he told me he called with the phone number I provided along with the referral # assigned to me listed in the email Protect Your Home sent me I provided this info in an email for him to callOnce he called and made his appointment he called me to thank me for giving him a $referral award offer which he said he has not received I was told by another Protect Your Home staff that they reviewed [redacted] 's phone call and he did call in using my reference # I was told multiple times I would receive a $gift card and he would receive a $gift card because Protect Your Home finally verified we met the requirements I was never sent a $gift card - so I'm really unsure what "original" gift card MsAna is referring to [redacted] was the one that should have received the $gift card, but I don't believe he has received it According to Protect Your Home's email advertising this referral program, the rules state: Order an ADT monitored home security systemuse the reference # above - (which Ray has confirmed he used as well as the recorded conversation that Protect Your Home listened to before they told me I would receive a $gift card in the mail - I would not have this information had it not been told to me I also confirmed with [redacted] myself that he did use the reference #) Be present at time of install ( [redacted] was present and current has a contract service with ADT) The email also states you will receive referral awards within days post installation - it's been since AprilProtect Your Home needs to honor their advertisement and send me $ They also need to honor what their staff has told me several times - which they said - I would receive $gift card within 7-business days When MsAna speaks of my loss of confidence, I actually said that the company needs to do as they advertiseI told her that most people wouldn't call several times to get the referral award, and I'm sure this is their reason for not awarding every referral award so they don't have to pay out - a total illegal scheme I told her if they did not honor their advertising that I would plan to switch security companies once my contract is up, since if they can't keep their word in referrals, who says they can provide good security? 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, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the resolution would be satisfactory to me, pending the refund Regards, [redacted] ***

June 8, 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 # [redacted] Account # [redacted] Dear Ms [redacted] : This letter is in response to the complaint # [redacted] filedby [redacted] By way ofbackground, Defender Security Company DBA Protect Your Home is an IndianacorporationWe 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, Mr [redacted] would need to makean attempt to pay for the additional equipment charges that he agreed toOurrecords indicate that Mr [redacted] has not made any payments since November15, towards the additional equipmentMr [redacted] would need to make payment arrangement with our internalcollections teamUnfortunately, we are not able to provide any furtherdiscounts on the account at this timeAgain, we do apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concernsSincerely,Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria[redacted] @protectyourhome.com Tell us why here

March 17, 2016 BBB of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240 Re: [redacted] Complaint # [redacted] Account # [redacted] Dear Ms. Richardson, 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 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. Summation of Complaint: Owner of complaint request old system be re-installed, any damage to system removal be repaired, and billing discrepancy. Acknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendations. This letter serves as proof of return, any further proof would require client contacting our Billing Department, as he has been previously asked to comply with. Our records indicate that a refund in the amount of $107.17 has been returned. On 2/17, $100.00 was returned in the original form of payment, and on 3/15, $7.17 was returned in the original form of payment. As already stated, any further billing discrepancies, we ask that client contact our Billing Department at 800 381 1156. It is advised that you contact your financial institution in re of refund time frames. There is no record of any additional debits from client’s banking account. We further advise that client refer to contract in whole and in part, wording explicitly summates that we will not re-install old systems, nor will repair any damage as a result of voluntary system removal. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

February 22, 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 [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 disputes signature on contractAlleges technician allowed a minor child to sign the contractAcknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsWe have previously addressed this matter with the clientIt is not our process to ID individuals who sign the contractIf a party is acting on the primary account holder’s behalf, then any dispute that originates, is between those parties engaged in “implied” consent We will acknowledge the contract as valid under the legal pretense that a party left to act on your behalf has consent to make decisions in whole and in partThis is inclusive of signing a legal contractClient not being at the home, during time of signature cannot soundly confirm or negate who signedTherefore, we will hold that the signature is valid and pursue from that stanceClient has now introduced (2/12) the theory that she is unable to afford the Pulse featureClient was installed on 11/20/15, and their billing is managed by ADT CorporateAs we do not have the ability to amend MMRs, client would have to work speak with ADT CorporateThey can be reached at (opt 1-billing)We apologize for any inconvenience this matter has contributedRegards, Chase [redacted] 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 find that this resolution is complete It is not satisfactory to be unhappy with the installation/service and it takes from 11/25/to 1/13/to resolve I do consider this complaint resolved Regards, [redacted]

January 2, Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defender Security Company DBA Protect Your Home Priority Way South Drive,Ste Indianapolis, IN Re: [redacted] ***Complaint No [redacted] AcctNo [redacted] Thisletter is in response to the complaint # [redacted] filed by [redacted] By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystemsWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADTWehave spoken with the customer in regards to their concern and have offered toreimburse $in visa cards for his old equipment [redacted] did accept theoffer on 11/18/Please contact me via one of the methods below to furtherdiscuss your accountWe apologize for any inconvenience he has experienced.Please let us know if you have any additional questions or concernsSincerely, [redacted] Customer Loyalty RepresentativeOffice Number: (317) 957-[redacted] @defenderdirect.com

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 resolution.] Regards, [redacted] Date Sent: 12/6/1:56:PMRevdex.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.I am not happy with this month long delayI was promised next day installAnd they made me pay for install and they promised a gift card back and did not give it to meI want the install fee refunded to meRegards, [redacted]

March 2, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204-Defenders INCDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint # [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 requests account be considered “paid in full.” Acknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsThe customer called ADT and cancelled 7/9/with an effective date of 8/8/The customer was advised by ADT that if he cancelled he would owe the balanceThe customer told ADT that we have the wrong phone number on file and he would not update it with ADTThis account was a cancelled due to non-pay and was not put in our system to call until 12/11/On Jan 29th we left a voice mail and we also spoke to the customerOur escalation representative did have the opportunity to review events with ADT Monitoring Center and it reflects they did contact MrIskandar to advise of the alarm events on January 9, and May 3, We also show the account holder did pay his termination cost on March 3rd for the full amount of $ however our escalation representative did authorize to refund half of what he paid to the collection agencyThe account holder would need to allow time to processing to reflect on his credit card We apologize for any inconvenience this matter has causedRegards, 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 find that this resolution would be satisfactory to me This resolution did resolve the issue of the charges and I appreciate your customer service agent Tiffany who assisted me and provided the necessary update to make sure that the issue was taken care of.However, I don't believe that ADT has sufficiently address my concern of- sales tactics and pressure sales- lack of ownershipWhile these are not 'financial obligations' on part of ADT, I believe that customers are grossly inconveniened and "harassed" by this method of conducting business I have also addressed some addtional concerns with Tiffany related to the 'spirit of the contract" vs the "legal side' of a contract Your company ADT, is in the business of protecting indivdiuals and families and when you come across with a perceived predatory behavior, you lose my credibility I am on the hook for years, but I would never want to continue doing business with you!Regards, [redacted]

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 did indeed give his checking account informationover the phone to our sales agent Ihave listened to the sales call and the agent asked for permission to run Mr[redacted] ’s credit using his date of birth, our agent then stated that theinstall fee would be higher because Mr [redacted] didn’t qualify for the $99install, the rate would be $ Thesales agent then put Mr [redacted] on a brief hold and came back and said he couldapply a $discount and bring the rate down to $199, then when Mr [redacted] received the $visa gift card his install would be the $ Mr [redacted] asked if he needed to take thefunds now, our sales agent replied yes, Mr [redacted] said I need to look for mywallet, then gave checking account insteadMr [redacted] gave his routing and checking account number on the phonewith the agent knowing he was going to be charged for the $At this time I have requestedthat his refund be expedited, however; it can take up to business days forthe refund to take place since it was done by checking account (ACH) Since Mr [redacted] gave permission by givinghis routing and account number for the charge, Protect Your Home will not berefunding any overdraft feesWe 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

May 20, 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 # [redacted] Account # [redacted] Dear Ms [redacted] : This letter is in response to the complaint # [redacted] filedby [redacted] By way ofbackground, Defender Security Company DBA Protect Your Home is an IndianacorporationWe 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.Mr [redacted] had the security system installed on November15, he authorized additional equipment to be installed in the amount of $ Mr [redacted] opted to have the equipmentpayment split into four equal payments, each in the amount of $468.52.Theinitial payment was made on November 15, The remaining payments were scheduledto be deducted on the 15th of every month for the next three months;the remaining three equipment payments were declined The schedule of protection has been attachedshowing the equipment that was installed.After reviewing the account, our records indicate Ms [redacted] contacted Protect Your Home’s customer service department on November 24, 2015to go over the charges for installationThe customer service representativetold Ms [redacted] to check the email address and download the contract thatwas emailed to themMs [redacted] stated that she would have her husband Mr [redacted] go over the chargesMs [redacted] contacted the customer service departmentthe following day regarding the equipment charges again and conferenced Mr [redacted] on the callThe agent explained the $activation fee and what wasincluded in the basic package which Mr [redacted] acknowledgedThe agentexplained that any equipment installed outside of the basic package constitutesadditional charges which Mr [redacted] acknowledged as well Mr [redacted] asked if it was possible toseparate the payments into more than the four, and the agent stated that four wasthe most we would be able to do MrandMrs [redacted] both asked the agent around what date the equipment payments wouldbe deducted and the agent did inform both of them that the payments would bededucted around the 15th of every month until the equipment is paidoff Mrand Mrs [redacted] also hadquestioned the cameras function on this call as wellOur records indicate that on December 18, we received acall from ADT where Ms [redacted] wanted to inquire about the draft date onthe equipment charges and the amountThe customer service agent told Ms[redacted] that the draft date was around the 15th and the amountwas $In regards to the system issues our records indicate thatour security advisor went out to the residence on January 9, to addressthe cameras going offline which we resolvedThe records also show anotherservice appointment on February 12, for the radio failure which our securityadvisor went out to addressADT Corporate also ran a service appointment onApril 15, to address the cameras going offlineThe ADT technician replacedthe front camera as well as added an extenderWe have also reviewed thehistory with the ADT monitoring center and show that other than the issues thatservice appointments corrected; ADT monitoring has received the scheduledmonthly timer tests reflecting the system is responding ADT monitoring does show one alarm event backon December 15, but the master code was entered accordingly We show our collections team did speak to Ms [redacted] onMay 1, in regards to the outstanding balance of $due to equipment.Ms [redacted] advised the collections representatives that she was going tocancel the account and the representative explained to her that if she cancelsshe would be held to the 75% termination costMs [redacted] disconnected beforethe balance of contract amount could be provided to herIn effort to resolve the complaint, we are willing to waiveone equipment payment of $but the customer would still be responsiblefor the remaining $ If customerdoes opt to cancel we will be holding him to the 75% termination cost plus theoutstanding balance of $We apologize for any inconvenience or frustrationthat the customer may have experienced and we appreciate the opportunity toaddress his concernsSincerely,Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d [redacted] @protectyourhome.com

March 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 # [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 refutes process in re of camera installationAcknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsOur office has thoroughly researched the matter and find that, client has been previously informed of the processClient would need to pay the activation fee of $Thereafter, we would refund that amountClient is advised that the MMR (monthly charges) would increase to $The increase in charges is non-negotiableRelative to wi-fi, our cameras are compatible be we do not offer “free” wifiThe $Visa incentive has been forwarded to client and, should arrive within business days from date of this letterClient can contact our Customer Care Department to schedule an install appointment and remit the $paymentWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider