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DEFENDERS d/b/a Protect Your Home

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DEFENDERS d/b/a Protect Your Home Reviews (1348)

August 14, 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] 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 In summary, Ms [redacted] states that she was misinformed regarding the movers processShe states that she was told she could leave the equipment at her current residence and that she would be provided with new equipment when she movesBy the time she moved, she was sent a letter for a contract termination chargeShe is also being told she could have taken the equipment with her When Ms [redacted] called in regards to relocating her service, she spoke with ADTADT has different policies that what Protect Your Home has regarding relocationADT will not install the original equipment, but Protect Your Home willShe states that her paperwork told her to call ADTADT should have transferred her to Protect Your HomeADT did not own her contract during the time of her inquiryA cancellation request was placed on March 24, Once a cancellation request was made, she only had at most two months to relocate her servicesIt is unclear to me if she has yet relocated the servicesIf she has, I can attempt to pull the account back from the agencyI attempted to contact Ms [redacted] and left her a voicemailIn the meantime, ADT is reviewing the phone calls to see if she was in fact misinformed regarding the equipmentWhen relocating with Protect Your Home, Ms [redacted] will receive a new base packageI apologize for any inconvenience this may have caused Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and that a resolution has been made that is satisfactory to me Regards, [redacted] ***

February 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] states that Protect Your Home did not process the original offerHe would like released from the contract without penalty and have the equipment removedI spoke to Mr [redacted] in regards to his concernsThe technician who came out to the home on January 30, was mistaken on what needed to be completed although my instructions were clearThis has been addressed internally and the technician will be coachedI did approve a release from contract and the equipment was removed on February 7, There is currently a pending refund for $He will not have any remaining balance on the account Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowI filed a complaint against Protect Your Home on 7/20/with Revdex.comProtect Your Home indicated that I would receive a refund of and the equipment cost of once a service tech pickthe equipmentThe service tech pickthe equipment several weeks ago and I have not been refunded the My wife has called twice to request the refund be sent and the customer service agents don't provide the same answers and indicate the service tech had not entered that the equipment has been picked up in their systemWe ask for the numbers of the service tech and his boss and are told we can't contact themThis issue is not our fault and we simply want our money back now that Protect Your Home has collected their faulty equipmentBelow is the message Protect Your Home stated to Revdex.comSo far the full refund has not been madeComplaint ID # [redacted] MESSAGE FROM BUSINESS: July 27, 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 # [redacted] Account # UDear 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 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 ADTAfter reviewing the account the customer has had few service appointment due to system issuesThe account holder has had service call service appointments in May to address the issues with the system falseingMs [redacted] did have another service appointment on July to address issues with the system and swap out some sensors to address the issuesWe are going to go ahead and honor his request to be released from the contractI have imputed the refund for $which he initially paid on May 4, Mr [redacted] was left a message to call back to schedule the removal of the system and then we will issue an refund for the equipment he paid back to the original form of payment We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address his concernsAna [redacted] Customer Loyalty Representative DEFENDERS, IncDba Protect Your Home ADT Authorized Premier Provider E: [redacted] Regards, Derek [redacted]

May 5, 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 [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 [redacted] filed a complaint about receiving collections notices for previous home at Cork Bend Dr Indianapolis, OH He is requesting collection efforts to cease due to claiming he was not aware the contract would renewInstructions to assist customers with moving their system are included with information provided at installation Failure to follow these guidelines, to re-establish service with Protect Your Home at a new address, results in account holder being responsible for 75% of remaining agreement balance due to early terminationI show [redacted] contracted our customer service department in regards to upcoming move on December 10, [redacted] was transferred to our movers department to continue further with the process and he advised our representative that the new location he is moving to already has securityOur representative advised that if he did not proceed with the move he would be looking in termination fees of his month agreement which I have included for your records [redacted] advised our agent that he would check with his mother in law to see if she was wanting to have the service at her address [redacted] contacted ADT Corp on December 10, due to moving to a different address effective December 18, As a result, we received notification the account holder did cancel within their month term When this occurs a balance of contract letter is sent Our collections team did speak to [redacted] on January 12, in regards to his account and he was advised of the termination cost on the contract [redacted] did offer to lower the termination cost on the call to 50% termination cost rather than the standard 75% that his contract states in the terms and conditionsHowever, he advised our agent he would need to speak to his spouse and call us back We continued to contract [redacted] through the month of January and several messages were left with no response back [redacted] ***’s account was then submitted to 3rd party collections on February 3, In effort to resolve the complaint our office is willing to lower the termination cost to 50% which is $and he would need to submit this payment to our 3rd party collections companyWe apologize for any inconvenience or frustration that [redacted] may have experienced and we appreciate the opportunity to address his concerns and reach a resolutionSincerely, Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]

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 meThank you so much for your review and the fast action of your office coming from a veteran firemedic you guys are truly life savers with out your office big businesses could run all over there customers you guys are amazing thank you again in handling the matter With Best Regards, [redacted]

March 9, 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 Mr [redacted] ’s refund was sent to the credit card on file on 3/2/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-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 all funds have been returned to me Regards, [redacted]

March 3, 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 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-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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

December 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] states he was to receive a $Visa gift card and a rate of $a monthHe stated that he did not receive these items and would like this honored Mr [redacted] contacted one of Protect Your Home’s full sale partners to set up his accountThe customer went through Dish Installations full sale campaignPer Dish, “If customer is asking about a gift card not listed on the account, direct them to www.myalarmrebate.com, enter ticket number ( [redacted] ) and follow rebate instructionsPartner offers and fulfills gift cards.” He will need to follow the instructions listed above to receive the Visa gift cardIn regards to the monthly rate, Protect Your Home offers $for the cellular back-upWe do not offer a rate for $I would recommend that this complaint be forwarded to Dish Installations so they can review the sales call and provide a response to that inquiryWe do not have access to their database I apologize if Mr [redacted] was inconvenienced during this process, but I appreciate the opportunity to address his concerns and help come to a resolution Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 12, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] submitted by [redacted] By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] states that she paid for an alarm permit but was contacted by Defenders to pay another permit feeShe states she was not made aware of any permit fees applicable to her monitoring services It is disclosed in the recorded terms and conditions that if any permits are required that Protect Your Home would obtain the permit and invoice her for the cost unless her local municipality requires her to obtain itThese permits are not mandated by Protect Your Home, but instead by her local municipality There are two permits requiredOne is the alarm permit in which Ms [redacted] already obtainedThe second one in an electrical permitDefenders is required to apply for this permitThis permit has a one-time fee of $for a residential alarm systemIf she has questions about this permit requirement, she can contact the INSPECTION BUREAU INC - (513) 381-On top of obtaining this permit, she is also required to follow any steps mandated by her local municipality including but not limited to an inspection of her ADT monitored alarm systemI apologize for the confusion between the two permitsProtect Your Home does not make any money of these permit costsIt goes straight to her local municipality Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

July 9, 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 SecurityCompany 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 that Ms [redacted] contactedus on June 24, after receiving a promotional flyerThe promotion includedhardwired sensors or wireless sensors in the base package and a $visafor signing up with Protect Your HomeOur sales agent explained to Ms [redacted] that our security advisor does awalk through the residence to discuss options with herI do show there wasinstallation done on June 25, Ms [redacted] sent in her notice of cancelation and we receivedit on June 26, and account services department scheduled an appointment tohave the system removed on July 2, The refund for the initial $99.00payment was refunded on July 6, We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address his concerns.Sincerely, Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.da***@protectyourhome.com Tell us why here

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 We have researched this accountand found that the customer did cancel their service due to the system notworking on 2/3/ The customer hassince spoken to an agent in our Loyalty Department and agreed to keep the equipmentand dispose of it as she sees fit due to her owning the equipment at thistime We apologize for anyinconvenience she has experiencedPlease let us know if you have anyadditional questions or concernsSincerely, Mandy H [redacted] Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-Tell us why here

February 3, 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 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 on 1/28/Mr [redacted] was contacted by a colegue of mine and agreed toallow us to complete the installation, we provided month credit for his MMR,submitted a check request for the cost of the HVAC company, and are having theVisa card sent directly to him 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-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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] To Whom it May Concern:I have received their response, however there is no resolution that was offered in their response This is proof of the miscommunication that is happening on this account Their collection department calls daily and threatens us with collections There is a reason why we have not yet paid on this account and that's because we were not provided what we were sold As a matter of fact, the equipment is not the same as in the picture, the features we were sold and confirmed on the phone are not present We will gladly pay if they send someone out to replace the equipment with the correct one and with the options we had purchased A contract is performance for both parties not just one It is not fair that I have to satisfy a contract when the vendor has not yet satisfied it by not giving us the correct product, features and service that we agreed toI have called the manager and attempted to resolve it I requested that she listens to the calls to verify that what I am saying it's true She called me back the next day trying to justify what the salesperson over the phone meant to say not what she saidShe did not yet provide a copy of the registered calls and refused to help me over the phone As a matter of fact, she refused to work with me and it resulted in her hanging up on me because she was upset I was calm, collected and I wanted a solution in the end so we can move on She refused to do that and hung up after being very rude on the phone She is supposed to work with clients and retain them She was not able to offer any solutions As a matter of fact, I would like to request that they provide me with all the recorded calls Including the one where the manager hung up on me and was being very unprofessional and rudeI am confident that once the court hear the recorded calls, the verdict will be in my favorRight now here are the options they have: Cancel the agreement and remove all fees because you did not provide the correct product and service or Provide the correct system and features that we purchased for the month to month contract and we will gladly pay it As a matter of fact, you have a month money back guarantee that is on your website and it states that you'll cancel a contract within months if a customer is not satisfied so let's honor what you proudly advertise! You refused to cancel in December when it was originally purchased and now we are here because of you, because you refused to deal with the factsAccept responsibility and for once, please take care of your customer so they don't go to a competitor!!

June 16, 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 account our records do not indicate thatthe account holder, [redacted] , has ever contacted Protect Your Home inregards to the visas that he had not receivedI have checked with our 3rdparty company MPELL that we utilize to fulfill the VISAS and they have norecord of receiving any of the documents for the two VISAS that Mr [redacted] was offeredIn effort to resolve the complaint we are going to request bothVISAS to be expedited and Mr [redacted] should receive both $Visas withinbusiness days at the address on fileWe apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address his concernsSincerely, Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider [redacted]

January 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 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 credit inquiry removed I reviewed the sales call and we have determined to remove the credit inquiryWe are sending a request to Equifax to removePlease allow time for processing 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]

April 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 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 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 departmentThere is no record of client contacting our billing/collections departmentIn order to receive clarity on the matters of billing, client would need to speak directly with our billing/collections departmentNo further resolution will be considered until client speaks with this departmentThey 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 Tell us why here

August 31, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders INCDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] 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, Ms [redacted] included a photo of the control box left open that needs closedAlso, there was expressed dissatisfaction about a missed service appointment on August 10, Upon review of the account, Ms [redacted] had a scheduled service appointment on August 10, A technician was on site at this location at 12:00pm and contacted the home office to advise that no one was on site to allow him access to the homeProtect Your Home contact both contact numbers on record and left two detailed voicemails for Ms***The technician was there before 2:00pmContact has been made with Ms [redacted] to reschedule as of August 31, 2016, but she has advised that she will have her husband reach out to us to address and reschedule the appointmentWe have not yet made any contact with himIn regards to the image provided my Ms***, I had a technical specialist review itI was advised that the wires are not live and will not cause any harm if touchedIf Ms [redacted] would like that box closed as soon as possible, the wires can be pulled up and tucked into the box and shutIt is hard to determine in the image if there is a problem with the doorIf it is unhinged, she would simply need to lift up on the door and re-hinge it in order to closeIf preferred, this can be corrected when the service appointment is rescheduledWe are currently waiting for contact from her husband to schedule this appointmentI apologize if Ms [redacted] has experienced any problems through this processI appreciate the opportunity to address her concerns and come to a resolutionSincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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Address: 2131 Espey Court, Suite 7, Crofton, Maryland, United States, 21114

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