DEFENDERS d/b/a Protect Your Home

November 2, 2017Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defenders Inc. DBA Protect Your HomeDBA Protect Your Home3750 Priority Way South DriveIndianapolis, IN 46240 RE: [redacted] [redacted]Complaint No. [redacted]Acct. No....

[redacted]                  This letter is in response to the complaint # [redacted] submitted by [redacted] [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT. In summary, the consumer is requesting the collection calls be stopped and assistance with the misplaced check.  The balance in the amount of $516.00 resulting from the misplaced check has been waived. As of today, 11/2/2017, the consumer no longer has a past due balance. The collection calls will cease due to the balance being waived. I offer my sincerest apologies for any inconvenience this concern has caused.  Should the consumer have any further questions, I would be happy to assist. My direct contact number is 317-860-6797.  Sincerely, Emily B[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [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. Ms F[redacted] quotes contract stating "Notice to Consumers" etc pointing out contract was sold and is between ADT and me, then in the next paragraph of the contract it states:"From this sentence to the end of this Contract, including the terms and conditions on the separate sheet, and regardless of whether ADT has accepted the Contract, each reference to the word 'Dealer' shall also include Authorized Dealer, ADT and its assignee and their respective employees, agents, representatives, independent contractors, attorneys, officers, directors and shareholders."The separate sheet states;"If there are any questions regarding this installation, please contact your ADT Authorized Dealer identified below."DEFENDERS, INC. 3750 PRIORITY WAY SOUTH DR SUITE 200, INDIANAPOLIS, IN 46240 TEL 800-689-9554.Ms F[redacted] furthers states: "Since he sent it (registered letter USPS tracking # [redacted]) his request to cancel should be honored." Since I have limited time I will close by saying I think Defenders is a part of a questionable business that has no scruples and twists wording and business contracts to their advancement.
Regards,
[redacted]

After reviewing Ms. [redacted] Account we show her refund $1034.69 have already been paid out on July 27th back to the original form of payment and for the refund of $105.93 was paid out on July 9,2015. We apologize for any inconvenience or frustration thatthe customer may have experienced and we...

appreciate the opportunity to addresshis concerns.Amanda [redacted]Sr. Manager, Customer LoyaltyProtect Your Home ADT Authorized Premier Provider

December 29, 2014 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.         N/A Dear Ms. [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 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. We have received Mr. [redacted]’s concern regarding the refund of the monies paid for the install appointment.  After review of the account the initial $99 fee was refunded to the credit card it was charged to on 12/20/2014.We apologize for any inconvenience he has experienced. Please let us know if you have any additional questions or concerns. Sincerely,  [redacted]Customer Loyalty Representative Customer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833

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 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 address. Now that she has sold the home, she has found that this is not possible. She would like a reduced termination charge to cancel her services. She also states that she did not get her $100 Visa gift card.   Ms. [redacted] contacted Protect Your Home on December 10, 2015 in regards to an ADT monitored alarm system. Since this conversation took place roughly a year ago, I went back to review the sales call. According 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 address. This information was not clear. Although the new owners can take over the equipment, they cannot take over the contract. The services can be relocated, but a new contract is required. It 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 with. I offered to reduce the termination fee or help with the process in getting her services relocated. I advised that unfortunately, I could not have the contract transferred to the new home owners. She decided to go ahead and terminate, so I honored her request to pay a $100 termination fee. I 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]

October 9, 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.   I will notify our branch manager of your pre-existing system. Our records indicate that we did not receive any notice of cancellation within your 3 day rights. Could you provide any documentation on when this was mailed?     Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

October 4, 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] was robbed a couple times and took a huge loss with her personal items. It was enough to cause her to move. She had requested Protect Your Home to come out an install cameras, but the appointments that were scheduled were never completed. She would like to be refunded. Ms. [redacted] was installed with her ADT monitored alarm system on February 2, 2016. She did not pay anything in addition for the equipment installed that day. Her system did not include the camera services at this time. There was an upsell on February 22, 2016 when she purchased two additional shock sensors. She paid $326.31 for this equipment. No cameras were purchased at this time. There was a scheduled service appointment on March 4, 2016. According to the notes, the customer called in to reschedule the appointment because no one showed. There was a service completed on March 9, 2016 and no cameras were purchased at this time. I do see that there was supposed to be a service scheduled for March 30, 2016 but it was not officially put on the board. I assume that is the second service appointment Ms. [redacted] is referring to. Ms. [redacted] did not contact us about a missed service call for March 30, 2016. We actually did not hear back from her until April 26, 2016 when she was broken into a 2nd time. She threatened to bring in lawyers on July 27, 2016 because she was broken into while being in possession of an ADT monitored alarm system. ADT is not responsible if a break in occurs. Her system is simply a deterrent and will notify Police when triggered. A system cannot guarantee that she will not be broken into. Protect You Home does offer a theft protection guarantee that allows a customer to receive up to $500 towards their insurance deductible. She would need to send in a copy of the Police Report and a copy of her insurance with the deductible amount. I mailed Ms. [redacted] a copy of these instructions. Ms. [redacted] allowed her account go to collections due to non-payment. Since she did not catch up the balance, her account was sent to [redacted]. She was advised that she was responsible for $1,102.40 which is her 75% balance of contract termination charge. Due to the escalation on this account, Protect Your Home has decided to pull the account from the outside agency and waived the balance. It will take up to 30 days to see any negative remarks on her credit to be removed. There will be no refund submitted for past charges on her account. I apologize if this inconvenienced Ms. [redacted], but I appreciate the opportunity to address her concerns and 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 am going to accept the visa card, promised to me. However, I have never signed an agreement with the company they are referencing too - and it is up to Revdex.com to figure out who owes the refund to me at this point.On a separate note - in my home - which you do service - my camera has been out for a few days - and my home was not protected. Additionally, bathroom sensor had been going off at night and the police had to come - they told me it was a false alarm - and I am probably going to get charged $100 - plus I was calling and emailing both Protect America and ADT to schedule an appointment  and both companies keep on brushing me off.I need an urgent appointment to make sure the system is working properly, refund for the month home was not protected, and another $100 for false alarm. 
Regards,
[redacted]

January 3, 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]...

                  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 the tenants to be responsible for the termination of the contract.   I spoke with ADT this afternoon, and it appears the tenants were able to start their own account at this location directly through ADT Corporate. ADT has agreed to waive the termination charge with Defenders if the consumer can provide proof that they are still the owners of this location. The consumer can send the proof directly to me at [email protected] and I will ensure this gets resolved.   If the consumer would like to further discuss this, I can be reached directly at 317-860-6797. I apologize for the inconvenience but appreciate the chance to address the concerns.   Sincerely,   Emily B[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

February 11, 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] 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 was never told that he had contracted with Protect Your Home an authorized dealer for ADT. He states that his account was cancelled for non-payment but would like to reinstate his services. He dislikes that he is being charged a termination charge versus reinstatement of the account.   Mr. [redacted] contact our sales department on October 22, 2015 in regards to an ADT monitored alarm system. Our security advisor came out to his residence the following day to install the alarm system. A contract was executed that day for a rate of $52.99 for 36 months. This contract clearly states that Protect Your Home in an authorized dealer for ADT. Protect Your Home’s relationship with ADT has no bearing on his cancellation reversal request.   ADT will normally handle the billing process from day one. ADT attempted to process a payment for the first initial bill on October 27, 2015 but the banking information was invalid. Mr. [redacted] was mailed a letter advising him of this past due balance and request that he call in to correct his billing information. ADT attempted to contact his that afternoon, however he was not available so a message was left to call back. ADT did receive a call back from the consumer on October 30, 2015 to correct the billing information.   On December 3, 2015 ADT attempted to process another payment but the information was again invalid. On December 10, 2015 the account became delinquent and another letter was mailed out in regards to this balance. He was contacted December 24, 2015 about the balance, but he refused to make a payment. ADT did receive a payment on December 29, 2015 but it was returned because the bank account that was provided had been closed out. A $30 fee was added onto the account because of this. The account became 60 days delinquent on January 12, 2016 so another letter was mailed out to him. ADT’s collection team did make contact with Mr. [redacted] a few days later and Mr. [redacted] advised that a payment would be submitted by the end of the week. This payment was never received. Mr. [redacted] was mailed a 90 day delinquent letter on February 19, 2015 stating that the account was scheduled to be cancelled unless payment is received. A payment of $52.99 was received on February 4, 2016 but he was advised that the rest of the payment $145.04 would need to be submitted by February 18, 2016 to prevent cancellation. Mr. [redacted] spoke to the internal collections team again on February 27, 2016 in regards to the account. He was advised that the account was cancelled due to non-payment. At this time, the account is not eligible for reinstatement and he will be responsible for the termination charges outlined in the contract. I apologize if Mr. [redacted] if he has been inconvenienced by this process, but I appreciate the opportunity to address his concerns.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

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 [redacted]...

[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 clarity on matter of billing. Acknowledgement of Resolution: Offer Pending-In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our office have reviewed the account and feel that the client would be best served by speaking with our Billing Department in re of the matter. They can be contacted at 800 381 1156. A clear and concise understanding of billing procedure could at that time be explained to client. We apologize for any inconvenience this matter has caused.   Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider         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 have contacted United Debt Holdings to have this balance removed from their systems. They claim to be a passive debt company and won't continue to pursue collections actions at this time but cannot gaurantee this won't happen again. I feel that Defender Direct/Protect Your Home did the wrong thing in selling my fraudulent balance to them in the first place. This debt should be purchased back and formally written off so that it no longer exists in my name. I had provided ample information to legal staff at Defender Direct/Protect Your Home that I was a victim of identity theft and they then chose to sell this balance. This is the company that needs to rectify the situation instead of handing it off to the next party. I need documentation from the intiating company (Defender Direct/Protect Your Home) as this is who the fraudulent debt came from.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will in good faith accept this although if the visa gift cards are not sent out to us and received here in the agreed upon time I will reopen this case. Thank you.
Regards,
[redacted]

January            2, 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]  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. Wehave received Mrs. [redacted]s concern regarding the concerns pertaining to herrecent alarm event.  Please contact mevia one of the methods below to further discuss your account. We apologize forany inconvenience he has experienced. Please let us know if you have anyadditional questions or concerns. Sincerely,  [redacted]Customer Loyalty RepresentativeOffice:  317-957-0068[redacted]@protectyourhome.com

January            2, 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 Your Homeis 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. Wehave received Mr. [redacted]’s concern regarding the duplicate billing charges.  Please contact me via one of the methodsbelow to further discuss your account. We apologize for any inconvenience hehas experienced. Please let us know if you have any additional questions orconcerns. Sincerely,  [redacted] Customer Loyalty RepresentativeProtect Your Home 317.713.8070[redacted]@defenderdirect.com

June 19, 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 that specializes in sellingresidential alarm systems. We have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systems. Once the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT.  After reviewing the complaint I show Mr. [redacted] had aservice appointment on June 15. The service appointment was not completed becauseMr. [redacted] was not home when our security advisor contacted him the dayservice. Our security advisor also contacted Mr. [redacted] after his morninginstallation to see if he would be available later in the afternoon however Mr.[redacted] did not answer. I have confirmed with ADT monitoring center the panelreset itself June 3rd, additionally we have confirmed that Mr.[redacted] is utilizing the system and we have also received the monthly timertests accordingly. As a good will incentive I have requested reimbursementcheck for 1 month of monitoring in form of check for reimbursement due to theissues however Mr. [redacted] is not eligible for release from contact at thistime. We apologize for any inconvenience or frustration that the customer mayhave experienced and we appreciate the opportunity to address his concerns. Sincerely,  Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com   Tell us why here...

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. We have downgraded as we were promised to be able to back in October and Defender's has corrected the situation. I am fine keeping the service and not cancelling at this point since I now have the rate we were quoted.
Regards,
[redacted]

October 26, 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 Defenders to release from contract without any penalty.   Thank you for bringing this to our attention. Per our discussion, you informed of being installed with a system that has two sensors, keypad, motion detector, and a keychain remote.   After review, I am able to process 5 window/door sensors at no cost. I will be reaching back to complete the offer within 24 business hours.   Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

June 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 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] was installed on June 11, 2016. The afternoon of June 11 she did call in regards to issues with the sensor needing remounted due to issues. Our technical support did walk her through correcting the issues with mounting the sensor correctly. Ms. [redacted] did call in on June 17 expressing her dissatisfaction with the monthly monitoring rate. Our escalations representative did schedule the downgrade for June 21st to lower monthly monitoring rate. Ms. [redacted] did call in on the day of scheduled downgrade it was determined the landline she has which is Century Link is not compatible landline so she would not be able take advantage of the $27.99.  Our escalations department did offer $400.00 Visa gift card to resolve the issues with the monthly monitoring rate. We show the VISAs where mailed from MPELL which is the 3rd party vendor on June 23,2016. She would need to allow time for processing to receive. 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 [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]     Tell us why here...

July 3, 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] 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] would like released from the contract because of her poor experience with ADT. ADT had the incorrect address in their system, so it took the police longer than it should to respond to the alarm event. She 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 services. Ms. [redacted] agreed this was the best resolution, so her account was cancelled. She 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]