DEFENDERS d/b/a Protect Your Home

This letter is in response to the complaint # [redacted] by [redacted] J [redacted]. By way of background, Defender Security Company DBA Protect Your Home is an Indiana corporation. 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, our records indicate Ms. [redacted] called into customer support on April 21, 2015 to schedule an appointment and have the sensors replaced after purchasing new windows for her home. We did inform Ms. [redacted] account was past the 90 day period in which Protect Your Home runs service and was transferred to ADT regarding a service appointment. Unfortunately, ADT may charge the customer for a service as outline in the terms and conditions portion of the contractual agreement. In article 9, it is disclosed that we have limited warranty on our product for 90days. This is included for her records. In effort to resolve the complaint we did provide her $200.00 visa to assist in offsetting the charges. We have also requested an immediate fulfillment of the visa card and Ms. [redacted] should receive the VISA within 10 business days. If Ms. [redacted] opts to cancel her monitoring services on her account, she would still be responsible for 75% of the termination cost.

October 30, 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]                   This letter is in response to the complaint #[redacted] submitted by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In summary, the consumer 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 $299 activation as a rebate to you. I am unable to waive the fee. I 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 call. Please allow 30-45 days to have this removed from Equifax. Also, a letter of confirmation will be mailed out to you within 3-5 business days confirming of the removal.   Sincerely,   DeUndre E[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.  Thank you for your diligence in resolving the matter!
Regards,
[redacted]

June 16, 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 CompanyDBA Protect Your Home is an Indiana corporation that specializes in sellingresidential alarm systems. We have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systems. Once the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT.  After reviewing the account our records do not indicate thatthe account holder, [redacted], has ever contacted Protect Your Home inregards to the visas that he had not received. I 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 offered. In effort to resolve the complaint we are going to request bothVISAS to be expedited and Mr. [redacted] should receive both $100.00 Visas within14 business days at the address on file. 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 Provider[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The reason I am not satisfied with their response: the installer signed me up for home automation and this was the only reason why I accepted the home security system with them because I was told they offer the product, and to add insult to injury I was charge extra for the home automation which they not offer.  So when I call on July 4th, and the representative advised that they do not offer the product I was very disappointed, I felt conned into purchasing the security system. The installer new the only reason I signed up for the security system was for the home automation. I choose to cancel my account because they were dishonest from the very beginning, and the representatives were not very friendly when I called. Protect your home need to be honest with the customers.  I was very happy for my account being refunded.
Regards,
[redacted]

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 neither received the 200.00 in VISA cards nor the estimated amount of termination charges. I understand it states I will screwed with the 75% but I am wanting to know how much is the termination charge. Until I receive the amount of termination and the VISA cards I reject the complaint message.
[
Regards,
[redacted]

July 27, 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] [redacted]
Complaint # [redacted]Account # [redacted] Dear [redacted]...

[redacted] This letter is in response to the complaint # [redacted] filed by [redacted] [redacted]. By way of background,Defenders DBA Protect Your Home is an Indiana corporation that specializes inselling residential alarm systems. We have been an ADT authorized dealer since1998 that 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 account the customer has had few serviceappointment due to system issues.  The accountholder has had service call 2 service appointments in May to address the issueswith the system falseing. Ms. [redacted] did have another service appointment onJuly 1 to address issues with the system and swap out some sensors to addressthe issues. We are going to go ahead and honor his request to be released fromthe contract. I have imputed the refund for $105.19 which he initially paid onMay 4, 2015. 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 payment. We 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]

October 31, 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] Account 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, Mr. [redacted] states he would like the $100 Visa gift card honored and sent by mail. The customer only has 90 days to redeem the Visa gift card. Any attempt to redeem it after that time window will automatically be denied. I have bypassed that denial and requested that the Visa be shipped to Mr. [redacted] within two weeks. 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

May 5, 2015 Revdex.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 CompanyDBA Protect 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. After reviewing account, we show September billing paymenthad failed on three attempts. The payment was then processed on March 30, 2015.We reviewed the recorded conversation between Ms. [redacted] and customer care onFebruary 6, 2015.  During the call, shewas misinformed that her account was current by the customer care representative.Due to this error, we are issue a refund for $47.69, and shewould receive this back to credit card we have on file.  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.d[redacted]@protectyourhome.com

May 19, 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 # [redacted]Account # [redacted] Dear Ms....

[redacted]: This letter is in response to the complaint #[redacted] filed by [redacted] By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation. 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 account, we show the Ms. [redacted] calledon April 17, 2015 attempting to obtain service due her home being recentlybroke into. Ms. [redacted] at the time call was residing in Texas and the propertyshe was wanting security service for was in Arizona. Since Ms. [redacted] could notbe available at the Arizona address we had to send her paperwork. Thispaperwork then had be sent back at least 6 business days prior to installation inorder to prepare, ship and customer return paperwork.  Ms. [redacted] was originally scheduled forinstallation on May 7, 2015.  Therecorded terms and conditions portion of the sales call also disclosed how toredeem the visa cards.Ms. [redacted] contacted our customer service on April 18, 2015requesting an earlier installation date due to her home being broken into andall the wiring being stolen from the home.  She needed to have the installation done thatvery week. Our customer service agent reached out to the security manager inthe area to attempt to get an earlier installation and he advised we would beable to install on April 25, 2015. She acknowledged her brother would be therefor installation.  Ms. [redacted] was adamantto have the installation completed on April 25.  Ms. [redacted] contacted our customer care on April 27, 2015 toinquire on the cancellation process. Our agent advised her of the cancelationprocess and to send in a letter of cancellation which she acknowledged shewould.  Our account services department attemptedto save the account but offering 3 months of monitoring as well as anadditional visa but Ms. [redacted] stated she would need to think about it and callus back.Ms. [redacted] did contact us again on May 1, 2015 to continuewith the cancelation process due to her home being sold. We removed theequipment on May 9, 2015.  Ms. [redacted] wasrefunded the 105.29 that she initially paid to secure the appointment back onMay 12, 2015.  Ms. [redacted] also received areimbursement check of $122.97 that was initially offered on April 27 by ouraccount services department.  We showthis refund was processed on May 1, 2015. We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns. Sincerely, [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE[redacted]@protectyourhome.com

September 30, 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, Mr. [redacted] is stating that Protect Your Home removed his pre-existing system from his home without consent and would like it returned. He would also like refunded for his $105.84 in a timely manner because he was told it would be returned in 10 business days. He did mention that the technician fraudulently signed the contract for a higher rate without his permission.   Protect Your Home installed an alarm system for Mr. [redacted] on September 8, 2016. Mr. [redacted] cancelled within his three day right of rescission and had the equipment removed on September 19, 2016. The escalations team was made aware of his concerns about the missing equipment on September 21, 2016. It was investigated and found that the technician did not leave the property with Mr. [redacted]’s old equipment. Mr. [redacted] was contacted on September 26, 2016 to advise these findings.   In regards to $105.84 installation fee, it was refunded within 6 business days from the date it was submitted. The refund paid out on September 27, 2016. At this time, Protect Your Home has investigated and returned his funds. In regards to the claim of fraud, it is being internally investigated and will be dealt with accordingly. I apologize if Mr. [redacted] was inconvenienced throughout this process, but I appreciate the opportunity to address his concerns and help come to a resolution. Thank you,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

November
30, 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: [redacted]Complaint # [redacted]Account # 4262524Dear
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 does not “agree” with the length of contract, alleges “fraudulent”
representation, and barred “w/threat” from cancellation.Acknowledgement of Resolution:In regards
to Complaint #[redacted], we have
carefully reviewed the matter and bring forth the following recommendations.
Owner of complaint under “express consent,” voluntarily provided contract
signature. Their voluntary actions bind them to a “financial” duty relative to
length of contract. Owner of complaint was provided access to the terms and
conditions of the 36 month contract.  Failing
to comply within contract’s three day opt-out period, contract holds as irrevocable
(w/limited relief) and enforceable. Client brings forth a “reasonableness/
fairness” argument in regards to the terms and conditions of the contract. This
is an unfounded claim, as client was given privy to the terms and conditions
(during initial sales call/post install) of the contract. Client was installed
on 10/09, and review of notes show that client did not threaten to cancel until
10/14. Therefore, an “after-the-fact” argument is dismissible. Client alleges
“fraudulent” misrepresentation, however, this claim is disputed in that, we
acknowledge ourselves via verbal communication and all forms of advertisement
as an “authorized” ADT dealer. Client was not misled in regards to our
corporate affiliation with ADT. Client admits to having a law degree,
therefore, maintains the understanding in which a breach of contract, equates
ramifications of financial penalty. In re of this matter, client has been
informed of the 75% BOC, if they proceed with cancellation. Per client’s
request, an invoice (reflecting BOC) was forwarded to client’s email address on
file. Our notes reflect that on 11/11, (2) $100 Visa gift cards were shipped to
client. Client should patiently allow up to 14 business days for receipt. Client
has been professionally informed of matters of contract and consequences of
premature cancellation, however, “alleged” threats cannot be confirmed. ADT is
solely responsible for client’s billing and any questions pertaining to billing,
client should direct to ADT corporate. Matters such as service and
trouble-shooting, our office (DEFENDERS) would manage. Client has failed to
provide substantial evidence of “deceptive” practice and without documented
claim, our office is in no position to address the matter further.We
apologize for any inconvenience this matter has contributed. Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier Provider

January 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 # [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 request refund for damages. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Have spoken with client and apologized for the oversight. Customer was given (2) $100 Visa Gift Cards in re of matter. Client has been asked to allow 14 business days for process and receipt. We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider         Tell us why here...

January 10, 2018 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] for [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.   Mr. [redacted] filed a complaint in regards to his request to be released from the contact without paying the balance of the contract due to service issues.  In order to be considered to be released from the contract Mr. [redacted] will have to give DEFENDERS Inc. an opportunity to fix the service issues. If we do not have an opportunity to fix the issue, we charge 75% of remaining agreement of the contract due to early termination. Mr. [redacted] spoke with a manager on January 4, 2018 and this information was explained at that time.   Mr. [redacted] was given a month credit due to his service issue. We reached back out to Mr. [redacted] to schedule an appointment to fix his issue. Unfortunately, we were not able to speak with Mr. [redacted]. If Mr. [redacted] will allow us to schedule an appointment, we can resolve his service problem.   Sincerely,   Virgie H[redacted] Manager of Customer Care Operations Protect Your Home ADT Authorized Premier Provider E: [email protected] 317-957-3874

October 31, 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] Account 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, Mr. [redacted] would like the system removed and monies refunded. He states that the technician was misleading at the installation. Mr. [redacted] contacted Protect Your Home on October 19, 2016 in regards to an ADT monitored alarm system. He was to receive a free basic equipment package that retails at $1366. He paid $105.93 to reserve the installation that he scheduled for October 20, 2016. The installation was completed and Mr. [redacted] agreed to pay an addition $107.00 for the upgrades to his equipment. A copy of the contract and other paperwork mas emailed to t[redacted][email protected] after the installation, but Mr. [redacted] stated he never received it. He also states that he discovered the original installer had a criminal background. This was presented to Human Resources. It was advised that that although we cannot release specifics regarding employee background screenings, all employees are thoroughly screened pre-employment. Protect Your Home approved to release Mr. [redacted] from the contract without penalty. A full refund was approved pending the return of the equipment. A system removal is scheduled for November 4, 2016. 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]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I need a phone call because there is a lot more that I need done before this issue is resolved. I need to make sure that this all fixed correctly so I don't have to do this again. Please call me ASAP at [redacted]
Regards,
[redacted]

December 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 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] states that there are still questions about the monthly rate, equipment charges, warranty, and the address provided on the return envelope.   Ms. [redacted]’s rate of $36.99 will include ADT’s limited warranty quality service plan. The warranty is explained in section 9 and 10 in the terms and conditions of her alarm service contract. In regards to the equipment, a basic window sensor is $129, not $43. The shock sensor is $149, not $63. Her equipment charges were calculated correctly. Protect Your Home does not compare accounts as promotions with the different ADT authorized dealers may vary.   In regards to the return address, it was correct. The funding department that mailed her the contract is located in a separate building at 3939 Priority Way South Drive. It appears she spoke with an ADT corporate representative who only has access to the address of our headquarters. Ms. [redacted] should have contacted me or the funding department with concerns about the paperwork. The local office in Greenville, SC is not accessible to customers. That would explain why she could not locate a building. I apologize if Ms. [redacted] has been 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]

March 9, 2015 Revdex.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],  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 alarmsystems. We have been an ADT authorized dealer since 1998 that sells andinstalls ADT monitored security systems. Once 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 3/2/2015. We apologize for anyinconvenience he has experienced. Please let us know if you have any additionalquestions or concerns. Sincerely,  Mandy H[redacted]Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833 Tell us why here...

We have already requested the removal for Equifax and the 2nd inquiry is through ADT Corp. Ana D[redacted]Customer Loyalty ReprsentativeProtect Your HomeEXt: 66006E [redacted]@defenderdirect.com F: (317) 564-2552