DEFENDERS d/b/a Protect Your Home

April 2, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [redacted] To whom it may concern, This letter is in response to complaint No [redacted] filed 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 typically purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] is requesting to be released from the contract Ms [redacted] initially contracted with Protect your Home on March 10, to install an ADT monitored security systemIncluded is a copy for your viewing On March 9, Mr [redacted] called to set up security serviceBecause Mr [redacted] ’s employment requires him to travel, he was not available to be present for the installationHe requested the account be switched into his wife’s name, [redacted] , as she would be present for the installationMs [redacted] was conferenced into the phone conversation to give authorization for the account to be switched into her nameThe appointment was then scheduled for March 10, for the installation The installer came to the home to install the security system on March 10, as requestedMs [redacted] was ill during the installation and spent the duration of the appointment in her roomThe installer presented the contractual documents to her for her agreement and then proceeded with the installationNo concerns were raised with regard to the installation or service during the appointment On March 19, 2018, Mr [redacted] called to request the service be cancelledProtect Your Home allows three (3) business days to cancel the service for a full refundAfter this timeframe, cancellations are subject to the balance of contract early termination chargeNo cancellation request was received by Protect your Home within the three (3) day period I had the opportunity to speak with Ms [redacted] today with regard to her concernsShe declined to discuss what prompted her to request cancellation initiallyProtect Your Home is happy to assist with any system concerns that may have prompted the request for cancellationShould Ms [redacted] wish to pursue cancellation of the account, the balance of contract early termination charge will be due at the time of cancellation Should Ms [redacted] have any further questions, I will be happy to help and can be reached via the telephone number or email address below Sincerely, Anna A [redacted] Customer Loyalty Specialist Protect Your Home ADT Authorized Premier Provider T: [redacted] E: [redacted]

November 16, 2015Defenders 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.Summation of Complaint:Owner of complaint alleges “deceptive” sales technique as a means to secure new business.Acknowledgement of Resolution:In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendations Our records indicate that the client was provided $1,in equipment creditPer the previously installed equipment, he has exhausted all credit incentiveTo retain his business, he was also provided on 10/5, an additional $creditClient states that the manner in which he was offered $Visa gift card was deceptive, and under solicitationHowever, a $Visa gift card is an incentive via promotional advertisement, and in no way should be falsely perceived as given due to client having undergone a home invasionVia voice confirmation, we have reviewed the call in which both the sales rep and sales manager reference the $Visa as part of a promo, and can be considered reimbursement for the cost of installationThe gift card was processed on 11/4, and client should allow business days for receiptUnfortunately, our office is in no position to confirm or negate any private conversation between client and service technicianTherefore, the issue of camera compatibility cannot be addressed hereWe will provide a small incentive to offset any costs the client may incur if they decide to upgrade system or install additional equipmentThe additional incentive included ($Cash Back Credit) may take up to business days to fully processConcern in regards to additional equipment installed and/or clarity regarding current equipment, we ask that client immediately contact our Customer Care Department ( [redacted] ***)We would like the opportunity to promptly address this matter and provide feasible resolute We extend an apology in advance for the inconvenience this matter has causedRegards,Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderTell us why here

October 27, 2015Revdex.com of Central IndianaN Delaware St#2020Indianapolis, IN 46204-2599Defenders INCDBA Protect Your HomeDBA Protect Your Home Priority Way South DriveIndianapolis, IN 46240Re: [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 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 alleges grounds for release of contract due to “emotional coercion.”Acknowledgement of Resolution:In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsDue to extreme dissatisfaction, client was released from contract (w/o financial penalty) on 10/5/All remitted payments were refunded and the account has been cancelledNo further resolve is necessary at the time.We apologize for any inconvenience this matter has caused.Regards,Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderTell us why here

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 received Mrs [redacted] ’s concern regarding the concerns pertaining to herrecent alarm event Please contact mevia one of the methods below to further discuss your accountWe apologize forany inconvenience he has experiencedPlease let us know if you have anyadditional questions or concernsSincerely, Ana D [redacted] Customer Loyalty RepresentativeProtect Your Home [redacted] @defenderdirect.com

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 The resolution is to talk to ADT Billing/Collections who refuses to speak to me because account is referred to "collection" and that is basis of my complaintRegardless, I called Billing department today and there reaponse was that they have no account information or breakdown for me as the account was referred to collectionsSo, I am not sure why there is NO record of me calling billing/collections becaus now I have spoken to them for a minimum timea Regards, [redacted]

May 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] 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 d***r 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 not satisfied with the settlement amount and would like the difference paid out to him for the cost to have the services reinstalledHe states that since we admitted to the damage, he should not have to settle for a lesser amount Mr [redacted] ’s claim was forwarded to our insu [redacted] company to process his damage claimHe would need to contact the adjuster that was assigned to his caseI have contacted him and emailed him advising him that Mr [redacted] is not satisfied with the settlement amountIf Mr [redacted] signed a settlement agreement, unfortunately there may not be much they can doI apologize for the inconvenienceThe adjuster’s information is below [redacted] Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

January 16, 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. [redacted] , This letter is in response to the Complaint 3 [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 does not “agree” with the length of contract. Acknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendations. Owner of complaint under “express consent,” voluntarily provided contract signature. Their voluntary actions bind them to a “financial” duty relative to length of contract. Owner of complaint was provided access to the terms and conditions of the 36 month contract. Failing to comply within contract’s three day opt-out period, contract holds as irrevocable (w/limited relief) and enforceable. We will continue to hold the client to the legal, binding contract in which he e –signed. We will not entertain any private matter conversation between client and service technician, as that is considered “hearsay.” Client alleges there is an issue with the system, per our notes, client has not scheduled a service appointment. Client would need to contact our Customer Care department and schedule a service appointment. They can be reached at 800 689 9554. 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 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.]We did play phone tag with the company for several days, but finally made contactTheir agent who installed our system lied to us and the company refused to take responsibility for his actionsInstead, they reduced our protection, but at least the price is now rightWill cancel this service at the end of contract Regards, [redacted] ***

October 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 Defenders/ADT to release from contract without any penalty and a refund for the two months of being charged Thank you for bringing this to our attentionAfter review, ADT is going to refund $for the month of SeptemberPer our discussion I will be issuing a $Visa Gift Card that you will receive within 17-business days I have reached out to our collection department to cease all collection activityTherefore, our collection has ceased all collection activityAlso, I have added a credit of four months of monitoring that will be sent to its original form of paymentThe amount of the credit shows as $and that typically takes up to 10-business days for you to receive Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

June 19, 2015 BBB 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: [redacted] Complaint No. [redacted] Acct. No. [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 systems. We have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systems. Once the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT. After reviewing the complaint I show Mr. [redacted] had aservice appointment on June 15. The service appointment was not completed becauseMr. [redacted] was not home when our security advisor contacted him the dayservice. Our security advisor also contacted Mr. [redacted] after his morninginstallation to see if he would be available later in the afternoon however Mr. [redacted] did not answer. I have confirmed with ADT monitoring center the panelreset itself June 3rd, additionally we have confirmed that Mr. [redacted] is utilizing the system and we have also received the monthly timertests accordingly. As a good will incentive I have requested reimbursementcheck for 1 month of monitoring in form of check for reimbursement due to theissues however Mr. [redacted] is not eligible for release from contact at thistime. We apologize for any inconvenience or frustration that the customer mayhave experienced and we appreciate the opportunity to address his concerns. Sincerely, Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d [redacted] @protectyourhome.com Tell us why here...

May 28, 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 Ms[redacted] This letter is in response to the complaint # [redacted] filed by [redacted] ***By way of background, Defender SecurityCompany DBA Protect Your Home is an Indiana corporationWe have been an ADTauthorized dealer since that sells and installs ADT monitored securitysystemsOnce the security system is installed, the contract is then purchased,billed, serviced and maintained by ADTAfter reviewing the initial sales call it was determinedthat Mr [redacted] did receive a flyer in the mail with a promotional offer of 15hardwired sensors or wireless sensors in the base packageThe promotionaloffer also included a $visa for signing up with Protect Your Home The sales agent stated that we would protectthe exterior of Mr***’s residence around the pool area however we do notprotect the exterior of the residence unless he opts to have pulse camerasI have spoken to Mr [redacted] in regards to the complaintI explainedhow the promotion he received was applied to the accountI also communicatedto Mr [redacted] that I determined on the sales call he was given somemisinformation by the sales representative about the promotional offer Mr [redacted] was offered a refund of $backto the original form of payment I explainedthe processing time to receive the refund back to the cardI also informed Mr [redacted] that our terms and conditionsrecorder portion of the call does disclose how to redeem the VISA but to avoidany further issues I would be glad to immediate fulfill the visa and he shouldreceive the VISA within 10/business days at the address associated with theaccountI have sent proper coaching to the department to address themisinformationWe apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address hisconcernsSincerely,Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria[redacted] @protectyourhome.com

January 15, 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 does not “agree” with the length of contractAcknowledgement of Resolution: In regards to Complaint # [redacted] we have carefully reviewed the matter and bring forth the following recommendationsOwner of complaint under “express consent,” voluntarily provided contract signatureTheir voluntary actions bind them to a “financial” duty relative to length of contractOwner of complaint was provided access to the terms and conditions of the month contract Failing to comply within contract’s three day opt-out period, contract holds as irrevocable (w/limited relief) and enforceableClient brings forth a “reasonableness/ fairness” argument in regards to the terms and conditions of the contractThis is an unfounded claim, as client was given privy to the terms and conditions (during initial sales call/post install) of the contractClient will remain responsible for the duration of the month contractHis claim via Revdex.com statement is simply preposterous, client voluntarily e-signed a contract, therefore, acknowledging “reasonable person” comprehension of the terms/conditions thereofClient cannot justifiably argue “disability” or “fixed income” as he was aware of both his physical and financial status prior to entering into a legally binding contractIf client is experiencing system issues, then our Customer Care department (9554), is available to schedule an appointment to trouble shoot any issuesWe have confirmed that client is in receipt of a copy of the contract and via credit card authorization agreed to any/all relevant chargesWe have again verified that the contract is e-signed with your initials/signatureMatters of billing and price adjustments, client would need to speak with ADT Corporate @ (opt billing) Regarding cancellation, client will be held to 75% BOCWe apologize for any inconvenience this matter has causedRegards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

October 10, 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 he has been double billed since February although he relocated his servicesHe states that he has called in to get this corrected, but has had no help to get this resolvedMr [redacted] did relocate his services on February 27, When relocating a service, the original contract is voided and the billing is supposed to ceaseIf the appropriate departments are not notified, the billing can continue although the services were relocatedMr [redacted] was instructed to contact ADT three days after his installation to cancel the billingHe was instructed this in errorProtect Your Home was billing Mr [redacted] at the time, so this cancellation should have been handled in houseSince the billing department with Protect Your Home was not notified, the billing continued for the monthly rateProtect Your Home collected $and it is currently being refundedADT purchased the account shortly after and started billing the customer from March onADT collected $and it is currently being refunded now that I have brought this to their attentionThe customer did attempt to make ADT aware, but the agent who took the call referred him back to the affiliateThis was instructed to him in errorAll refunds have been submitted and are currently being processedThere is a total $that will be refunded to the customer both from ADT and Protect Your HomeI have contacted Mr [redacted] to make him awareHe was satisfied that this was being addressed and stated he would call me if he does not see the funds returnedI apologize that this inconvenienced Mr [redacted] , but I appreciate the opportunity to address his concerns and help come to a resolutionSincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

September 11, 2017 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 No. [redacted] Acct. No. [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 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. In summary, the consumer is looking for compensation due system was not working properly. Our records indicate that the consumer contacted Defenders on August 20, 2017. Ms. [redacted] informed Defenders of a contract issue and system concerns. Our records indicate on August 29, 2017 the consumer had spoken with an account service manager to schedule the service appointment for August 30th. I reached out to Ms. [redacted] to offer compensation, but unable to provide any voice mail to inform of the compensation. I sent an email informing of the 2 months credit being issued on her account. Ms. [redacted] will receive $55.98 to the credit/debit card that was used on the sales call. It normally takes within 30 days to receive any refunds. If Ms. [redacted] has any further questions, I can reached at 317-808-5561. Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

January 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] 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 services terminated My records show the termination fee was paid and the account has been canceledThe consumer had a valid contract on file with usA service appointment was offered for the system issues but it was declinedWithout an attempt to repair any system issues, we do have to enforce the terms of the contract If the consumer would like to further discuss this, I can be reached directly at 317-860-I apologize for the inconvenience but appreciate the chance to address the concerns Sincerely, Emily B [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me pending this is marked PAID IN FULL and removed from my credit history Should this be assured in writing and assured that this will not reflect on my credit in any way I can accept this Please respond to confirm this will be done--I would prefer that the item be removed from my credit prior to supplying the payment to the agency to ensure that it is fact done Regards, [redacted]

February 22, 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. [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 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 refutes collection calls. Acknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendations. Although this account is cancelled, a remaining BOC is due. Our records indicate that calls are coming from MB&W (888 817 1750) Collections Agency. Customer would need to directly communicate with them in re of the matter. The matter evolves around the fact of, client allowing ADT to remove equipment in which PYH installed. This resulted in client being liable for the BOC charges of $657.90. Again, would need to speak further with MB&W to resolve the matter. We will not reverse the charges, or pull the account from collections, you have been advised to contact MB&W. No further resolute will be considered. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider Tell us why here...

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 alleges unsolicited contact and balance discrepancy.Acknowledgment of Resolution:In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendations Owner of complaint under “express consent,” voluntarily provided contract signatureHis voluntary actions bind him to a “financial” duty relative to length of contractOwner of complaint was provided access to the terms and conditions of the month contract Failing to comply within contract’s three day opt-out period, contract holds as irrevocable (w/limited relief) and enforceableOur notes reflect that client was installed on 6/9/Therefore, client is obliged to the terms and conditions of contract not to exceed 05/Any communication to client is of a business matter and relative to client being an “active” account holderThe charge client is disputing is due to additional equipment (per client’s request) delivered at time of initial installClient remains responsible for a monthly monitoring rate of $pending account is paid in full.Our organization looks forward to reconciling the complaint in a timely fashionWe extend an apology in advance for any inconvenience this matter has causedRegards,Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderTell us why here

March 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: *** *** Complaint No*** AcctNo***
Dear Ms***, This letter is in response to the complaint # *** by *** ***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*** states that the technician practiced high pressure sales tacticsHe also states that he called into cancel but was advised the wrong fax number to send in a letter of cancellationHe said it was difficult to cancel and he had to jump through hoops to get it done Mr*** contacted Protect Your Home on February 22, in regards to an ADT monitored alarm systemHe paid $for the installation fee and scheduled the installation for the following dayWhen the technician arrives, they create a thorough protection plan by walking through the home and making suggestions to better protect the homeBased on their recommendations, the customer can purchase the additional equipment that is not covered in the initial basic package covered in the promotion A contract was executed on February 23, for a monitoring rate of $for monthsThis service has upgraded features that the promoted $rate does not offerThis rate includes cellular uplink which allows a cellular connection to ADT via cell towersIt also includes Pulse Tier One which allows access to the alarm system though a smart phone, tablet, or computerLastly, it includes ADT’s limited extended warranty known as the quality service plan (QSP)The rate of $does not include any of these items and requires the alarm panel to be installed near the landline Mr*** was not given the correct fax numberI found that ADT spoke to him initially and he was provided ADT’s fax numberADT should have transferred him to Protect Your Home so that we could provide him the proper fax number for our cancellation departmentMr*** had three business days to cancel without penaltyADT has it recorded that they scanned it in on March 3, and that it was received within the three day cancellation windowWe confirmed with ADT on March 3, that it was received and processed the cancellation of his accountThe equipment was removed on March 8, and there is currently a couple pending refunds on his accountOne refund is in the amount of $for the installation fee and the other is $for equipmentHe should receive these refunds within seven-thirty daysI apologize if Mr*** was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution Sincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 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: *** *** Complaint No*** AcctNo*** &
*** Dear Ms***, This letter is in response to the complaint no*** submitted by *** ***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, Ms*** states that her system was not set up the same way as her prior locationShe states after a constant battle with getting her alarm system to work properly, she decided to cancel within her 3day cancellation windowBoth accounts have not been cancelled yet and she is continuing to be billedShe would like both contracts cancelled without penalty and the most recent credit inquiry removed Ms*** contacted Protect Your Home on December 26, in regards to relocating her alarm servicesA credit inquiry was processed with Ms***’s approval although she was hesitantProtect Your Home will have this credit inquiry removed from EquifaxOn average, Equifax can take an average of days to process these removal requests In regards to the contract termination charges, her request has been deniedMs*** was installed at one location on April 23, She signed a month contract and had time left remaining when she relocated on December 29, By accepting a new contract, the contract termination charges are waived at the first locationSince Ms*** is in the process of cancelling her current contract, she has been advised that doing so will result in termination charges at her prior locationBoth accounts are currently left active because of the decision that she is currently trying to makeSince she has expressed concerns about the old active account, I have requested that ADT cancel it to avoid double billingADT will charge the contract back to Defenders to hold and decide what to do With her current account, she is set up with Pulse Level with camera capabilitiesAt this time, no service call has been scheduledMs*** was offered a service appointment and three months reimbursement, but she declined this offerWithout any kind of service appointment, a request to be released without penalty will be deniedAt this time, we have not determined that her service has been interrupted nor that it is unrepairableMs*** was advised that she does have a choiceIf she proceeds to cancel her current account, she will be held to the termination charges for her first contractShe can also decide to keep the service at the current location and allow for Protect Your Home to go out and service her alarmBy keeping this service, the old contract termination charge will be waivedI apologize if Ms*** is inconvenienced by this, but I appreciate the opportunity to address her concerns and help come to a resolutionSincerely, Crystal F* Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]