DEFENDERS d/b/a Protect Your Home

February 22, 2016 Revdex.com 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 [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 disputes charges and alleges we falsely misrepresented ourselves. Feels that we owe additional fees and, should be allowed to cancel due to misrepresentation. Acknowledgement of Resolution: Offer Pending-In regards to Complaint #[redacted] we have carefully reviewed the matter and bring forth the following recommendations. Our office has verified a paper contract on file that client acknowledges via signature. Our records indicate that client has disputed initial install charges. These are fees that client are liable for. Client states that not informed of ADT affiliation, however, initial sales call states that we are an “authorized ADT dealer,’’ as well as any advertisement. Client has failed to bring forth justification that would reasonably substantiate cancellation w/o BOC. We have confirmed that these statements are accurate, and all charges are valid. We will not offer further negotiation. We apologize for any inconvenience this matter has caused. Regards, Chase [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

June 5, 2017 Revdex.com 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]...

                  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 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, Mr. [redacted] would like his services cancelled without penalty because we have not been able to relocate his services. He is currently being charged for an old contract because we have not been able to set up his new services.   I honored Mr. [redacted]s request to cancel without penalty and offered to refund him for two months of monitoring. It is not his fault that his local branch is booked for a couple months. I apologized for the poor experience and gave him my contact information should there be any issues.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

December 7, 2016 Revdex.com 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]...

                  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 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, Ms. [redacted] states that she was overcharged her for the system and that Protect Your Home committed fraud against her. She is now receiving collection calls in regards to a past due balance. She would like to have the rate reduced and equipment charges adjusted.   Ms. [redacted] contacted Protect Your Home on August 26, 2016 in regards to an ADT monitored alarm system. During this conversation, she was advised both the cost for the landline monitoring service $27.99 and for Pulse monitoring service of $52.99. These rates do not include the $7 armed guard fee required by her local municipality. She was advised of this. Ms. [redacted] paid $53.17 for the installation fee and scheduled her installation for August 27, 2016.   Ms. [redacted] entered into a contract with Protect Your Home on August 27, 2016 for a rate of $59.99 for 36 months. This rate includes Pulse for $52.99 and the $7 armed guard fee. Protect Your Home does use a tablet for the contract signing process using DocuSign. According to the contract, Ms. [redacted] agreed to pay four installments of $434 over four months to cover the cost of the additional equipment installed in her home.   An escalations representative spoke to the consumer on October 3, 2016 in regards to similar concerns. A downgrade was offered to allow her to reduce her monthly rate and return any additional equipment for an account adjustment. A downgrade was scheduled for November 18, 2016 but the consumer never showed up for the appointment. The technician was there for three hours and called Ms. [redacted] many times.   Since the downgrade was not completed, the rate is still held at $59.99 and she is still responsible for the equipment charges. None of the equipment was removed. If she is still interested in downgrading her services, I can have that approved. She will need to return my call to make the arrangement. Technically, we do not normally allow downgrades after 30 days, so we are offering this as a courtesy to resolve her case. I 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 have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I contacted this company on August 4, 2015 to cancel my system prior to August 7th.  They are lying and mention nothing about me call requesting my services to be cancel on August 4,  2015.  No one informed me of any form to fax over.  They hide information intentionally because they knew I that I was well within the time frame to cancel my services.  I will have my phone records pulled to show that contacted them within these 3 business days they mentioned.  I do not won't anything to do with this company whatso ever.  If they need a cancellation form, please send it over immediately.  Thought I was being serviced by ADT.  
Regards,
[redacted]

March 15, 2016 Revdex.com 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 [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 states account is cancelled. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our records indicate that as of 3/14, client reached an agreement with our department. Client remitted payment of BOC in the amount of $626.13.  Matter is considered closed and resolved. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

February 22, 2016 Revdex.com 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 requests account be cancelled. States system issues and failure to receive $100 Visa gift card as promised. Acknowledgement of Resolution: Offer Pending-In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our records indicate that client has failed to schedule a service appointment in re of system issues. This appointment could have been made with any one of our Customer Service Reps that she has previously spoken with. Customer was installed on 10/15/15 and our records indicate that she was given a $100 Visa on 10/16 (this amount was to compensate for the charge). We show that this gift card was shipped on 10/23/15. 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 27 that directs client to the terms and agreements of cancellation. In summate, client must allow 3 “same service” appointments prior to the system being deemed inoperable. Client has failed to have the system serviced and would have to allow that to happen in accordance with contract. Our notes also reflect that client has not made any contact with our office since 12/15. We request that at client’s earliest convenience, she contact our Customer Care Department and schedule a service appointment. They can be contacted @ 800 689 9554. We have also provided the client with an additional $100 Visa gift card. We ask that you allow 14 business days for review.  We look forward to resolving this matter in the immediate future. We apologize for any inconvenience this matter has caused.       Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

June 9, 2015Revdex.com 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 Company DBAProtect 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, our records indicate we firstreceived this concern through another escalated avenue. After extensiveresearch, it was determined there was an error that occurred. When thetechnician called in to close out the job after the service appointment, therepresentative mistakenly created an additional invoice.   This error caused the collection calls and the incorrectbalance being added onto the account.  At thistime, we have been able to correct the error and a refund has been issued inthe amount of $867.08 for the returned items from the service call on April 14,2015. We have apologized to the customer and informed her all the calls havebeen ceased. We apologize for any inconvenience or frustration that thecustomer may have experienced and we appreciate the opportunity to address hisconcerns.Sincerely, Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com

August 262015 Revdex.com ofCentral Indiana 151 N.Delaware St. #2020Indianapolis,IN 46204-2599 DefenderSecurity Company DBA ProtectYour Home 3750Priority Way South Drive, Ste 200 Indianapolis,IN 46240  Re:...

                        [redacted]
ComplaintNo. [redacted]
Acct. No.              [redacted] Dear [redacted]  This letter is in response to the complaint #[redacted] filedby [redacted]. By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation. We have been an ADT authorizeddealer since 1998 that sells and installs ADT monitored security systems. Oncethe security system is installed, the contract is then purchased, billed,serviced and maintained by ADT. We have contacted [redacted] regarding the break in thatoccurred.  We attempted to reach her inorder to explain the process to review this claim.  In order to review further, we will need acopy of the police report and a copy of her homeowner’s or renter’s insurancereflecting her declaration page. We have not yet received these documents.  She may submit these to [email protected] and wewill follow up as soon as they are received. We apologize for any inconvenience or frustration that the customer mayhave experienced and we appreciate the opportunity to address her concerns.Sincerely, Whitney [redacted]Customer Loyalty RepresentativeProtect Your Home ADT Authorized Premier ProviderE: [redacted]
     Tell us why here...

July 1, 2016   Revdex.com 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]   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 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.   After reviewing the account I show Ms. [redacted] did call in to get service and wanted to be proactive on June 22, 2016. Our agent did advised Ms. [redacted] that we do deduct the $106.92 same day however she did disclose she did not have the funds available. He did advise we would be able to run the payment as electronic check (ACH) and Ms. [redacted] did provide the payment information. We do show she did call back the following day to cancel the account. We did request her initial $106.92 to be paid out and when we attempted to release the payment to be refunded we received notification the payment was return form her financial institution. In effort to resolve the issues we are requesting Ms. [redacted] submit her banks statement reflecting the running total of her account and reflecting the last 4 digits of her account number. We are asking that she submit to fax number (317) 564-2552 or by e-mail to [email protected] . We apologize for any inconvenience or frustration Ms. [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution.   Sincerely,   Ana D[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d[redacted]@protectyourhome.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. The have agreed to pay the full amount that was required to get the system working again (see below). I have sent notarized settlement form but have not yet received payment. When I do, I will consider the matter closed. Thank you for your assistance in this matter,Regards,[redacted]---------- Forwarded message ----------From: [redacted]Date: 2 May 2017 at 13:48Subject: Defenders [redacted]To: "[redacted], [redacted]" <[redacted].[redacted].[redacted]>Dear Mr. [redacted],Our principal has agreed to settle your claim for the full $813.00. Pleasehave the attached release notarized and returned to me and I will requestthat payment be issued direct to your home addres.Thank you.[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Defenders
INC. DBA Protect Your HomeDBA
Protect Your Home3750
Priority Way South DriveIndianapolis,
IN 46240Re: [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 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 regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations. As
of October 8, 2015, customer was released from contract. Per our notes, a
refund was issued of $105.93 (10/8/15) and an additional refund of $214.00 is
being processed. To date, customer’s complaints have promptly been addressed
and further resolution is extraneous. We extend an apology in advance for any
inconvenience this matter has caused. Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

October 29,
2015Revdex.com of
Central Indiana151 N.
Delaware St. #2020Indianapolis,
IN 46204-2599Defenders
INC. DBA Protect Your HomeDBA
Protect Your Home3750
Priority Way South DriveIndianapolis,
IN 46240Re: A [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 offer of resolution. Their premise surrounds “failure to
properly inform” in regards to terms and conditions of contract.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations. Our
notes reflect that client’s initial response was prompted by an advertisement
(that clearly states 36 month contract agreement), in which he had received.
Per voice recording, our office confirms that client was informed of the 36
month agreement. However, to avoid an ongoing contest of offer, we are prepared
to cancel the client’s contract (w/o collecting further balance of fees).
Please note that no refunds or removal of the equipment will take place.We
anticipate this matter being resolved and apologize for any inconvenience
contributed.Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier Provider

March 21, 2016 Revdex.com 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 requests account be cancelled. States system issues and failure to receive $100 Visa gift card as promised. Acknowledgement of Resolution: Offer Pending-In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our records indicate that client has failed to schedule a service appointment in re of system issues. This appointment could have been made with any one of our Customer Service Reps that she has previously spoken with. Customer was installed on 10/15/15 and our records indicate that she was given a $100 Visa on 10/16 (this amount was to compensate for the charge). We show that this gift card was shipped on 10/23/15. 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 27 that directs client to the terms and agreements of cancellation. In summate, client must allow 3 “same service” appointments prior to the system being deemed inoperable. Client has failed to have the system serviced and would have to allow that to happen in accordance with contract. Further research indicates that the 2 additional $100 Visa gift cards were shipped on 2/23/16. Extensive notation reflects that we have made numerous failed attempts to reach client. The following dates reflect call and/or letters sent: 60 day written notice-1/13, 90 day written notice- 2/12, disconnection 2/12, ongoing calls-2/12,2/25,2/26,2/27,2/29,3/1,3/2,3/5,3/7,3/8,3/9,3/10,and a recorded message 3/11. At this point, due to failure to remit timely payments, and failure to return calls, client’s account has been referred to [redacted]. Client would need to speak directly with them @ [redacted]. We apologize for any inconvenience this matter has caused.       Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

December 22, 2016 Revdex.com 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]...

                  Dear [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, [redacted] states that the technicians have missed the recently scheduled service time frames and had to keep rescheduling. She is only in California for short periods of time, so this greatly impacts her day when they miss the appointment window. I contacted [redacted] and apologized for the inconvenience. I scheduled her for service on December 30, 2016 and reached out to the branch manager to ensure this does not happen again. [redacted] has my contact information should she experience the same inconvenience on December 30, 2016.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]             Tell us why here...

June 29, 2016   Revdex.com 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]...

  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 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.   After reviewing the account I show Ms. [redacted] did call in to obtain service in regards to recent ad he received 15 hardwired sensors or 7 wireless sensors in the base package AND a $100 Visa Gift Card on June 10, 2016. The advertisement Ms. [redacted] did call in on does disclose we are authorized dealer of ADT Corp. We also reflect the contract that he did sign advises that we are an authorized dealer which I have attached for review.   During the sales call Ms. [redacted] was played the terms and conditions advising   ADT Pulse Interactive Solutions Services, which help you manage your home environment and family lifestyle, requires the purchase and/or activation of an ADT alarm system with monitored burglary service and a compatible computer, cell phone or PDA with Internet and email access. These ADT Pulse Interactive Solutions Services do not cover the operation or maintenance of any household equipment/systems that are connected to the ADT Pulse Interactive Solutions Services/Equipment. All ADT Pulse Interactive Solutions Services are not available with the various levels of ADT Pulse Interactive Solutions Services. All ADT Pulse Interactive Solutions Services may not be available in all geographic areas. You may be required to pay additional charges to purchase equipment required to utilize the ADT Pulse Interactive Solutions Services features you desire. Up to $499 customer installation charge. Burglary, Fire, Carbon Monoxide and Medical Alert monitoring requires purchase and/or activation of an ADT security system with monitored Burglary, Fire, Carbon Monoxide and Medical Alert devices. Fire, Carbon Monoxide and Medical Alert services are an additional charge.   Our records reflect Ms. [redacted] only signed up for Pulse tier 1 Package which does not include the camera service. Should she opt for this package the monthly monitoring rate would be increased to $58.99 and there is a $299.00 activation that would need to be paid to get the pulse and video service. We reflect that Ms. [redacted] is currently scheduled for service for August 4, 2016. In effort to resolve the complaint we have requested a refund for the prorated amount of $65.78 that was paid to ADT Corp on June 22, 2016.   We apologize for any inconvenience or frustration Ms. [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution.   Sincerely,   Ana D[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d[redacted]@protectyourhome.com

September 16, 2016 Revdex.com 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]...

                  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 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, Ms. [redacted] had a negative installation experience and is missing a $100 cash back incentive, keypad, indoor siren, and 2nd keychain remote.   Ms. [redacted] contacted Protect Your Home on August 16, 2015 to inquire about an ADT monitored alarm system. During this call she was offered two $100 Visa gift cards and $1495 worth of equipment credit. She was also offered a second panel should she upgrade to Pulse Tier 2 with camera monitoring. Ms. [redacted] paid $105.89 to secure her appointment and scheduled an installation for August 28, 2015. During the installation, and extra $358 worth of equipment credit was added. She was also given a two month cash back credit of $105.89 and a $100 cash back incentive. In the end, she had nine contact sensors installed, one panel, one keychain remote, and a smoke detector. The original equipment credit was originally for seven contact sensors and not nine. The credit that was added for the siren and keychain remote was exchanged for the two additional sensors. Since she did not upgrade to Pulse Tier 2, she did not get the second keypad. In the end, she was given all that was included in her equipment credit package. I did offer Ms. [redacted] a second panel and keyfob at no cost to resolve her complaint. Due to her busy schedule, she accepted $200 in Visa gift cards instead.   In regards to the missing $100 cash back credit. I confirmed with Ms. [redacted] that it was paid out September 3, 2015. She did not realize it had already been paid out.   I appreciate the opportunity to address Ms. [redacted]’s concerns and come to a resolution. In the end, Ms. [redacted] has received $1853 in equipment, $105.89 in a two monthly rate credit, a $100 cash back credit, and $400 in Visa gift cards. All she had to pay for the installation was $105.89.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

August 18,2015 Revdex.com ofCentral Indiana 151 N.Delaware St. #2020Indianapolis,IN 46204-2599 DefenderSecurity Company DBA ProtectYour Home 3750Priority Way South Drive, Ste 200 Indianapolis,IN 46240  Re:...

                        [redacted]ComplaintNo. [redacted]Acct. No.              U386228114 Dear Ms.[redacted],  This letter is in response to the complaint # [redacted]filedby [redacted] By way of background, Defender SecurityCompany DBA Protect Your Home is an Indiana corporation. We have been an ADTauthorized dealer since 1998 that sells and installs ADT monitored securitysystems. Once the security system is installed, the contract is then purchased,billed, serviced and maintained by ADT. After review of the account, Ms. [redacted] called in onFebruary 24, 2014 to inquire on service for her [redacted]apartment for peace of mind.  Our salesrepresentative disclosed it is 36 month agreement, it was played in ourrecorded terms and conditions. Ms. [redacted] did inquire about moving. Oursale representative stated movers program and would move when the time came. Weprovide each customer with a folder containing information at the time ofinstallation. This folder includes information on moving requirements. We alsoallow customers three days to review their contract and additional informationand permit them to cancel without penalty. Ms. [redacted] did contact our movers department torelocate her service to [redacted] she was played the terms andconditions that there was a new 36 month agreement would be required. Ms. [redacted]asked how much it would be to be relieved of her contract should she opt tocancel. He advised her that it would about $300.00. Unfortunately, this sales agent did not notify our Loyaltydepartment of her concerns regarding the initial discussion and allow us theopportunity to offer her another solution. We have also since added in our stepof our process where we ask all customers to review and sign theiracknowledgement of our moving policy. This process did not yet exist when Ms. [redacted] had her securitysystem installed.In effort to resolve the issues we can either back date thenew contract to March 10, 2014 or we can waive the reduced balance of contract $300.00to be relieved from the contract. We have attempted to reach Ms. [redacted] todiscuss these options, but we have not yet heard back.  We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address her concerns. Sincerely,Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com     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.
I was not satisfied by ADT services for the following reasons:That this company never provide me any paper work or the information regarding the services except to sign on the tablet several places that they are installing the system in the home. I have no idea at the time why ADT ask to sign on tablet with those fine writings. As I stated earlier that ADT failed to provide me any phone number, fax number or the address of the company. I cancelled the services within 3 days by calling them, wrote a detailed letter to ADT Headquarter for cancellation and also reported to the Attorney General of Texas Office since ADT failed to provide me any type of communications with them. I called several times but never able to get any info from ADT. The company lied to us that they e-mailed us the cancellation form to file which was never received and I also requested many time to get the fax number but they put me on HOLD for long time & finally refused to provide me the fax number of the company to avoid any documentary proof for 3 days cancellation policy set by ADT. As you know that this company is playing games to avoid legal issues and avoid the cancellation issue. I also filed complaint against this company to Attorney General Office of Texas. While ADT installing the system, they cut-off wires that made our door bell and gate nonfunctional. We don't have a door bell or gate open/close with our security phone line since installation. Due to this ADT installation, our living room TV was short circuited also. The TV value around $6000 and the independent company who can fix those wires which were cut off by ADT will cost $503 for 6 hours of labor. ADT told us there will be no charge for their equipment or installation but was told by installer that there will be a charge of $875. It is rip off and highly ridiculous. I have all the documentations and the pictures. I would highly appreciated if you kindly investigate this company thoroughly and let them pay for the damages and the sufferings for all this time and ADT remove all equipment within 7 days from my home before more damages will occurs. I have not use their services or the equipment and should be removed immediately. It appears that this ADT company is highly unprofessional and unethical in doing business. Please assist.  
[redacted]

Defenders
INC. DBA Protect Your HomeDBA
Protect Your Home3750
Priority Way South DriveIndianapolis,
IN 46240Complaint # [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 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 alleges billing discrepancy.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations.
Due to the prolonged delay in resolution, we have provided client with a $100
credit. We ask that client allows up to 14 business days for this process to be
finalized. Matters of billing discrepancy would require the client to contact
ADT corporate (800 369 0996-option 1), as they have unilateral authority for
amending client’s monthly billing. We ask that consideration is granted in
rerouting any further matters of billing to ADT corporate.We extend
an apology in advance for any inconvenience this matter has caused. Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell 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. I have received confirmation that my contract with ADT as well as the security monitoring has been cancelled. Before I can fully close this issue I need proof that all of the following charges to my credit card account with Chase bank have been dropped. The charges in question are as follows ( Protect Your Home charges: 2/23/2015 $104.94, 2/24/2015 $581.94, 3/25/2015 $581.94, 4/24/2015 $581.94) and ADT Security MYADT $50.99.) Also the equipment in our home is to be removed on June 3, 2015 as scheduled, at no charge to us.When the above issues have been resolved, I will consider the issue over. 
Regards,
[redacted]