DEFENDERS d/b/a Protect Your Home

July 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] 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] said she agreed to the $rate on the phone and did not know that the rate had increased during the installationShe said the technician only had one kind of panel, so she never assumed the rate increasedShe admits to signing the contract but did not read it first Ms [redacted] contacted Protect Your Home on April 28, in regards to an ADT monitored alarm systemThe promoted rate is for $27.99, but there are other rate plans availableShe was installed on April 28, and contracted services for months at $a monthThe panel itself is no different whether it is connected to a landline or through a cellular connectionThe technician can program it either wayHer current monitoring rate is $This service has upgraded features that the $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 The technician would have gone over this option with her, so I find it odd that she was not made awareI was hoping to talk to her about this, but have not yet made contact with herAt this time, we have a signed contract, so a release from contract is not warranted without penaltyI would like to speak to her in order to further investigateIf I find that a release is warranted, it will be honored Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

October 19, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [redacted] 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 Thank you for bringing this to my attentionAfter review, our records indicate that we listen to your sales callIt appears that you were advised correctly in regards to each promotional packageHowever, Defenders does not offer any Home Control Equipment any longerDefenders will not be able to install that type of equipment I have fulfilled your Visa Gift Card which will be arriving within 17-business days from MPELL SolutionsThank you for bringing this to my attention Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

April 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 No [redacted] AcctNo [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] by [redacted] ***By way of background, Defender Security Company DBAProtect Your Home is an Indiana CorporationWe have been an ADT authorizeddealer since that sells and installs ADT monitored security systemsOncethe security system is installed, the contract is then purchased, billed,serviced and maintained by ADT After reviewing the account, the account holder calledinto Protect Your Home on March 27, He received a flier for a basic package for $ The offer includes either fifteen hardwired orseven wireless sensors in the base packages well as a $VISA gift cardfor establishing service On the initialcall, Mr [redacted] inquired about Cameras/ Video Surveillance The sales agent advised him that he wouldneed to discuss this with our installer since he can review more options tosuit his needsThe terms and conditions were played during the sales call,which disclose there are other rate plans availableThe account holder called in on April 6, and April8, 2015, advising his dissatisfaction with the service due to the monthlymonitoring rate and wanting to cancel his serviceOur customer loyaltyrepresentative spoke to Mr [redacted] in regarding the complaintWe offered tocancel his account due to us not having the accurate email address on file,causing issues in receiving his electronic contract Mr [redacted] called back in and requested we un-cancel hisaccount after realized the competitor he had spoken with had not fullydisclosed all feesOur account services department adjusted his equipment feesby $to reduce his future paymentsWe 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 ProviderE: anamaria.d [redacted] @protectyourhome.com

February 12, 2016Revdex.com of Central IndianaNDelaware St#2020Indianapolis, IN 46204-Defenders INCDBA Protect Your HomeDBA Protect Your HomePriority Way South DriveIndianapolis, IN Re: [redacted] Complaint # [redacted] Account # [redacted] Dear *** [redacted] This letter is in response to the Complaint # [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 ADTSummation of Complaint:Owner of complaint dissatisfied with length of time of permit processClient states that upon receipt of permit, they will pay feesStates that our office is contacting him daily in re of remitting feesClient is under the perception that there are no permits required under his jurisdiction.Acknowledgement of Resolution:Offer Pendiregards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsIn re of the prolonged matter, we are currently processing the permit documents and will waive client of relative permit-related feesWe ask that client allows up to business days for this matter to be effectively resolved.We apologize for any inconvenience this matter has causedRegards,Chase ***Customer Loyalty RepresentativeProtect Your HomeADT Authorized Premier Provider

March 3, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms [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] state that she returned the camera Pulse system but is being denied a full refundShe has also had no success with finding a representative able to assist Ms [redacted] returned the Pulse camera service on December 30, but still had pulse level one and a second panel that was included in the packageAlthough the camera was returned, the equipment left in her home amounted more that the Pulse refund package costA technician came out to remove Pulse completely on January 11, but failed to list that the second panel was no longer installed in the homeDue to this clerical error, only a partial refund was being processed for $ Due to the clerical error, I found a different way to submit the refundIt was be processed separatelyMs [redacted] will receive a separate refund of $within daysI provided her my contact information in case she should need any updatesI apologize if she was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution 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 find that this resolution would be satisfactory to me Regards, [redacted] The technician came out to the house to remove the systemNow I have a hole in my wall where the control was mountedI would like to know who is responsible for patching the holeI believe that if you put a hole in the wall, it is your responsiblity to fix it

December 7, 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 was advised during sales that she could transfer the contract to the new home owners or finish the contract if she relocates the system to a new addressNow that she has sold the home, she has found that this is not possibleShe would like a reduced termination charge to cancel her servicesShe also states that she did not get her $Visa gift card Ms [redacted] contacted Protect Your Home on December 10, in regards to an ADT monitored alarm systemSince this conversation took place roughly a year ago, I went back to review the sales callAccording to what I heard, Ms [redacted] was advised that the new homeowners could take over the system or she could move it to her new addressThis information was not clearAlthough the new owners can take over the equipment, they cannot take over the contractThe services can be relocated, but a new contract is requiredIt is not a continuation of the contract originally signed Since this information was not clear, I contact Ms [redacted] to work with her on the option she would like to proceed withI offered to reduce the termination fee or help with the process in getting her services relocatedI advised that unfortunately, I could not have the contract transferred to the new home ownersShe decided to go ahead and terminate, so I honored her request to pay a $termination feeI apologize if Ms [redacted] was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolution Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

July 3, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms***, 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] would like released from the contract because of her poor experience with ADTADT had the incorrect address in their system, so it took the police longer than it should to respond to the alarm eventShe did not want that to happen again at her new location ADT confirmed the error and offered to waive the termination charges should Protect Your Home cancel her servicesMs [redacted] agreed this was the best resolution, so her account was cancelledShe will not be held responsible for any termination charges Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 24, 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 Ms [redacted] has spoken to another loyalty agent and has rescindedher acceptance of the $visa card offer now claiming the contract was fraudulentlyinitialedMs [redacted] does admit to actually signing the contract but iscontesting the initials on it, we have sent her the fraud packet for her tocomplete and return This will behandled through the other agent at this point as he is dealing with the fraudclaimWe apologize for anyinconvenience he has experiencedPlease let us know if you have any additionalquestions or concernsSincerely, [redacted] Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice: 317-957-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

October 12, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No[redacted] AcctNo [redacted] This letter is in response to the complaint # [redacted] submitted by [redacted] ***By way of background, Defenders, Inc DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT Our records indicate that on July 7, a technician from Defenders Protect Your Home came to downgrade your packageI do show that has not been completedI would to have the branch manager to come out and resolve your concerns At your earliest convenience please give me a call at 317-808-We can further discuss the details of your account Please have your reference number available as well which is [redacted] Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

October 30, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint 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 activation fee waived for cameras and to remove the credit removal Thank you for bringing this to my attention, as informed in an earlier response I will be able to reimburse the $activation as a rebate to youI am unable to waive the feeI do apologize for the inconvenience that this may cause to you I will submit a request to Equifax to remove the credit inquiry that took place on the sales callPlease allow 30-days to have this removed from EquifaxAlso, a letter of confirmation will be mailed out to you within 3-business days confirming of the removal Sincerely, DeUndre E [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

September11, 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 Dear Ms[redacted] , This letter is in response to the complaint # [redacted] filedby [redacted] ***By way of background, DEFENDERS DBA Protect Your Home is anIndiana corporationWe have been an ADT authorized dealer since that sellsand installs ADT monitored security systemsOnce the securityWe reviewed Ms***’s account regarding her concernsOurrecords indicate that we previously spoke to Ms [redacted] about the pre-existingsystem and offered a $Visa card for the motion detector After review of the invoice, we offered toeither cover $for parts and $for labor or to honor the $visacard Unfortunately, we cannot cover thecost for any standard installation process, such as holes in the wall orreplacement of the panel, per her signed agreement on fileWe notified her ofthis option on September 11, We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address her concerns.Sincerely, Cierra C [redacted] Customer Loyalty RepresentativeProtect Your Home ADT Authorized Premier ProviderE: Cierra.c [redacted] @protectyourhome.com Tell us why here

July 27, 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 *** [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 the customer has had few serviceappointment due to system issues The accountholder has had service call service appointments in May to address the issueswith the system falseingMs [redacted] did have another service appointment onJuly to address issues with the system and swap out some sensors to addressthe issuesWe are going to go ahead and honor his request to be released fromthe contractI have imputed the refund for $which he initially paid onMay 4, Mr [redacted] was left a message to call back to schedule the removalof the system and then we will issue an refund for the equipment he paid backto the original form of paymentWe apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address his concerns.Ana [redacted] Customer Loyalty Representative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized Premier ProviderE: [redacted]

I am not sure what else I can do for this customerI have now received a 2nd rebuttalI have advised and done everything I canShe is requesting me to send her a copy of the fax she sent usI cannot do that because it shows her personal banking informationThat is why I included only the cover page of her fax to show her that I had itI listened to the customer care call and she was told that the funds were returned but she insisted that they were notShe did not allow enough time for her bank to process the refundThe agent told her to send in her bank statement only after she disregarded himHe was following processHe asked her to send in her bank statement showing the funds were not returnedShe sent us a bank statement for the same day the funds paid outThat is not what he meant by thatThe only way we can see if the funds were not returned is a full month statementOne day is not enough for us to make and determination about missing funds, especially if it had not even been a full day since it was paid outShe over-reacted on that call and did not want to listen to anything he had to say I really do not know what else to doShe got her money back, I proved to her that I was in receipt of the fax, and I assured her that she had nothing else to worry aboutIt seems like nothing I do will satisfy herI honestly think that this case should be closed.Thank you, CrystalF [redacted] CustomerLoyaltySpecialist DEFENDERS,Inc.dbaProtectYourHome 3750PriorityWaySouthDrive Indianapolis, Indiana Office: 317-810-

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 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 ADT Summation of Complaint: Owner of complaint requests account be cancelledStates system issues and failure to receive $Visa gift card as promisedAcknowledgement of Resolution: Offer Pendiregards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsOur records indicate that client has failed to schedule a service appointment in re of system issuesThis appointment could have been made with any one of our Customer Service Reps that she has previously spoken withCustomer was installed on 10/15/and our records indicate that she was given a $Visa on 10/(this amount was to compensate for the charge)We show that this gift card was shipped on 10/23/We ask that the client reference her contract in which it explicitly refers to a ‘mover’s clause’ and all related fees, as well as Article that directs client to the terms and agreements of cancellationIn summate, client must allow “same service” appointments prior to the system being deemed inoperableClient has failed to have the system serviced and would have to allow that to happen in accordance with contractOur notes also reflect that client has not made any contact with our office since 12/We request that at client’s earliest convenience, she contact our Customer Care Department and schedule a service appointmentThey can be contacted @ We have also provided the client with an additional $Visa gift cardWe ask that you allow business days for review We look forward to resolving this matter in the immediate futureWe apologize for any inconvenience this matter has caused Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

March 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 # [redacted] Account # [redacted] Dear MsRichardson, This letter is in response to the Complaint # [redacted] By way of background, Defenders INC DBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT Summation of Complaint: Owner of complaint requests clarity on matter of billingAcknowledgement of Resolution: In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsPlease read the response clearly, as you have been advised to direct your request to the Billing/Collections DepartmentFailure to do so, only prolongs the mater from being resolvedAgain, we are providing the client with the necessary information to take further action towards a resoluteThe Billing/Collections Department can be contacted at A clear and concise understanding of the billing procedure could at that time be explained to the clientOur records indicate that the client has not followed this step to dateWe apologize for any inconvenience this matter has caused Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

May 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 No [redacted] AcctNo [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] by [redacted] ***By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systemsWe have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT After reviewing the account out records indicate that Ms***contacted our customer care department stating that she told the installationadvisor to put a sensor on one of the two windows on the 1st floor of herresidence Ms [redacted] mentioned that shehad a break in at the residence around May 1,, and some items werestolenMs [redacted] requested that a security advisor come to her residence toadd additional equipment Unfortunately,it is hard to determine what discussions took place during installation onFebruary 14, but attached is the breakdown of equipment installed inFebruary for your recordsMs [redacted] did have service appointment on May 5,from 11-PM and requested to have earlier appointmentOur customerservice agent did send an email to the security manager to see if we couldaccommodate Ms***’s request for an earlier appointmentWe receivednotification that our security advisor did show up on May 5, after PM toupgrade her systemThe technician installed two basic sensors and an additionalupgraded sensor that eveningMs [redacted] was experiencing trouble with thecameras and application that evening after the security advisor left Ms [redacted] contacted our customer servicedepartment the following day stating that she and the security advisor haddiscussed him coming out to the residence that evening to finish the upgrades.However, we did not have an appointment on the board to finish the upgrades forthat day so the customer service representative scheduled her service for theMay 11, but Ms [redacted] was not satisfied with this appointmentMs***’s father called into our customer care departmentconcerning the issues with schedulingUnfortunately, our local branch was notable to make the service appointment for the May 11, so she had to reschedulefor the May, 12, For the inconvenience we offered two $Visa giftcards and requested those to be immediate fulfilled with no further steps toobtain themOur records indicate the visas had been mailed out on May 14, 2015directly to the address we have on fileMs [redacted] requested the cameras be removed on May 12thand we addressed her issue with the basement windowIn effort to resolve thecomplaint, we have refunded what was paid for service on May in the amount of$We apologize for any inconvenience or frustration that the customermay have experienced and we appreciate the opportunity to address his concernsSincerely,Ana D [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d [redacted] @protectyourhome.com Tell us why here

January 20, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders Incdba Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] Account No [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] by [redacted] By way of background, Defenders, Incdba Protect Your Home is an Indiana corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADTIn summary, Ms [redacted] states that she was sold on a rate of $for the alarm system but temporally signed up for a rate of $She was under the impression that she could easily downgrade to the $but discovered that she could not do so because she did not have a landlineShe states she tried to call in and cancel but was advised she was outside the cancellation window although she was in seven days of her installationShe said she was never provided a copy of the contract and was not aware it was only three business daysShe would like this contract cancelled without penalty and have all funds returnedMs [redacted] contacted Protect Your Home on December 14, in regards to an ADT monitored alarm systemShe paid $for the installation fee and scheduled the installation for January 9, Upon installation, a contract was signed for $which included cell uplink, PULSE, and ADT’s limited extended warrantyIn order to qualify for the $rate, a compatible landline must be installedAccording to our recent conversations with Ms [redacted] , she advised that she did not have oneShe contacted Protect Your Home on January 14, to cancelShe was advised that she was outside her cancellation windowThe cancellation window is explained in the contract and Notice of Cancellation form that should have been sent to her after the installation was completed via emailThere is no email address on record, so it appears she did not receive these important documentsA downgrade was offered, but since there is no landline, a lowered rate of $cannot be honoredAs a courtesy, Protect Your Home honored her request to cancel on January 17, A system pull is currently scheduled for January 25, and a full refund will be processed accordinglyI apologize if Mr [redacted] was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolutionSincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

October 16, 2015Revdex.com of Central IndianaNDelaware St#2020Indianapolis, IN 46204-2599Defenders INCDBA Protect Your HomeDBA Protect Your HomePriority 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 INCDBA Protect Your Home is an Indiana Corporation that specializes in selling residential alarm systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.In regards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsWe have resent (2) $Visa Gift Cards (cards do not require processing fee) to the clientPlease allow up to 10-business days for the arrival of gift cardsAt this time, no further action is required and matter has been addressed.We extend an apology in advance for any inconvenience this has caused.Regards,Customer Loyalty RepresentativeProtect Your HomeADT Authorized Premier ProviderTell us why here