DEFENDERS d/b/a Protect Your Home

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]

August 10,2015 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.  Dear Ms....

[redacted], This letter is in response to the complaint #[redacted] by [redacted]. By way of background, Defender SecurityCompany DBA Protect Your Home is an Indiana corporation that specializes inselling residential alarm 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.  We made several attempts to reach Mr. Leduc Bangs toresolve these concerns. We left a detailed message with our contactinformation.  Due to the experience sofar with scheduling in this area, we have honored a cancellation with no penaltyor remaining balance owed.  She may reachus back at the contact information provided below. We regret any inconvenience this customer may haveexperienced. Please let us know if you have any additional questions orconcerns.Sincerely, [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [redacted]Office: [redacted]

October 29, 2014
 
Revdex.com of Central Indiana
151 N. Delaware St. #2020
Indianapolis, 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] 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 researched into Mr. [redacted]’ complaint and located his account.  Our records show we installed his system back on September 16, 2014.  Our records show he had a pre-existing hardwired system in his home. We did install a new panel, smoke detector, 13 shock sensors and a keyfob.  I called and spoke with Mr. [redacted] about his concerns.  He stated he had just remodeled the home and his upstairs sensors were removed.  When he asked the tech to replace them, he was quoted a cost to do so.  I explained that if the old sensors were still there, we may have been able to utilize them at no cost.  But since it would be a replacement, we do require payment to do so.  Mr. [redacted] stated he understood now and asked if I could help get his $100 visa promised by sales.  I agreed to expedite his $100 visa and also added a 2nd $100 Visa to compensate for his troubles.  Mr. [redacted] thanked me for my help.
 
We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address his concerns.
 
Sincerely,
 

[redacted]
Customer Advocate
[redacted]@protectyourhome.com

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

April 28, 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. N/A  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 the account, Ms. [redacted] received an adfrom Protect Your Home.  Theadvertisement included an offer for a $100 visa, and $19.95 for 12 months of basicmonitoring. We show she called in for service on March 28, 2015 and $107.02 waspaid to schedule a tentative installation for April 13, 2015.  In the meantime we were notified that we could notcomplete the installation because the account holder had a previous account withADT Corporate and it was cancelled due to nonpayment on May 23, 2013.  The account was canceled on our end and the installationfee was requested on April 13, 2015. The refund was processed on April 15 backto her account. Unfortunately we are not able to determine when the refundwould reflect on the credit card.  In regards to her previous account that she mentioned,she would need to speak to ADT CORP directly to resolve issues since they havebeen handling that particular account since March 14, 2011.  We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate the opportunityto address his concerns.  Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.d[redacted]@protectyourhome.com

January 12, 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 account removed from the third party collections agency.   The consumer was advised before the service was agreed to that without a landline the lowest the monthly rate would be is $48.99. The customer stopped paying his bill and the services canceled. Due to the customer not making the payment for the termination of the contract, the account was sent to a 3rd party agency. The account will remain with this agency until the charge is paid.   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]

March 27, 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 #[redacted]Account#[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.  We have researched the complaint and we determinedthat the account was sent to another collection agency in error. As of March25, 2015, we requested the collection agency cease all effots. Notwithstanding the above, we regret that you wereinconvenienced by this error. We understand her frustration and hope we haveremedied the problem to her satisfaction. Please let us know if you have anyadditional questions.   Sincerely,  Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderP:317 713-8070 l  F: 317-564-2552E: 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 resolution would be satisfactory to me. I have learned my lesson through this. Please note, that I have called post May 2nd to not cancel my contract and therefore will continue to pay for a service I will not be using, which I have come to terms with. I cannot afford to pay the remaining balance up front, so my contract is still current and active. ADT is no longer monitoring the previous residence, but I am still in a current, live contract with Defenders, Protect Your Home. Thank you for your time with the matter.
Regards,
[redacted]

July 20, 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: Jacqueline CFaucherComplaint # 10699011Account # U381671135 Dear Ms....

Richardson: This letter is in response to the complaint # 10699011 filed by Jacqueline C Faucher. By way ofbackground, Defenders DBA Protect Your Home is an Indiana corporation thatspecializes in selling residential alarm systems. 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 reviewing the account I do show Ms. Faucher spoketo our scheduling department on June 10, 2015 in regards to the system issuesshe was having. The representative explained to Ms. Faucher that our localbranch was overbooked and he would attempt to reach out to the branch manager tosee if a sooner service appointment would be available prior to July 3rd. Ms. Faucher contacted our customerservice department on the June 15 in regards to her system not working and requestedto cancel her account completely. The representative stated they would submither information to our escalations department and she would receive a call back. Our escalation representative did reach out to Ms.Faucher on July 8 in regards to the system issues she was having with hersecurity system. The branch manager was contacted as well however he was notable to reach him, the escalations representative stated he would continue toattempt to see what he could do to get her sooner appointment. In the meantime,Ms. Faucher was offered one month of monitoring in form of check as well as a$100.00 VISA due to the inconvenience. I show her check was mailed out on June18th to her mailing address and the VISA was shipped out on June 19thto her address directly.  Ms. Faucher called back into our customer servicedepartment on July 2 and she originally requested to cancel the serviceappointment for July 3rd and just wanted us to pick up the equipmentsince she already removed the equipment. Ms. Faucher requested to speak tomanager and she was transferred to the escalations representative. Ms. Faucher wasstill upset with the service appointment delay and she requested to cancel heraccount. The agent explained to Ms. Faucher that she did have the appointmentset for July 3rd and if she chose not to continue with the serviceappointment she would be held to 75% of the termination cost of the contract.Ms. Faucher was transferred to our internal collections team to attempt to paythe termination cost however her credit card declined.  In the meantime we have confirmed with ADTmonitoring center her system is working and we also received the monthly timertest. ADT Quality service department also confirmed on July 6 with Ms. Faucherthe system issues have been addressed. Unfortunately, Ms. Faucher account is noteligible to be released from contract, if she opts to continue with cancelingwe will be holding her to 75% balance of the contract.   We apologize for any inconvenience orfrustration that the customer may have experienced and we appreciate theopportunity to address her concerns. Sincerely,  Ana Dau-FarrCustomer Loyalty Representative DEFENDERS, Inc.Dba Protect Your HomeADT Authorized Premier ProviderE: [email protected]  Tell us why here...

June 12, 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 some instances, the account his billed by Protect Your Home and then later purchased by ADT who then takes over the billing.   In summary, Mr. [redacted] states that he has not received a current bill from May into June and states that ADT is attempting to automatically bill him. He also states that no one from ADT has attempted to contact him during a couple alarm events. He would like invoicing set up and the draft attempts stopped.   ADT purchased Mr. [redacted]’ account on May 15, 2017. Normally, ADT bills in accordance to what is on the contract. According to the contract, he authorized to be billed automatically through his credit card. I contacted ADT and they confirmed that Mr. [redacted] requested to switch to invoicing and they have updated his account to the preferred billing method. At this time, if ADT continues to draft automatically, he would need to refer this complaint to ADT corporate. He would also need to contact ADT’s monitoring center in regards to the alarm events. I believe that they did not call him because he entered his pass code. He would need to contact ADT to verify. Protect Your Home does not handle the monitoring of his alarm system.   Although this complaint needs to be addressed to ADT, I answered his concerns the best I can. I apologize for any inconvenience this may have caused.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

October 19, 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.   Thank you for bringing this to my attention. After review, our records indicate that we listen to your sales call. It appears that you were advised correctly in regards to each promotional package. However, Defenders does not offer any Home Control Equipment any longer. Defenders will not be able to install that type of equipment.   I have fulfilled your Visa Gift Card which will be arriving within 17-21 business days from MPELL Solutions. Thank you for bringing this to my attention.   Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

August 26, 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.   Our records reflect that Mr. [redacted] did not purchase exterior cameras and only had one smoke installed.  Our records do reflect that he did call in to request to cancel his account however we scheduled the service appointment for August 10, 2016.  Our records also reflect out escalation representative did attempt to reach out to Mr. [redacted] on August 25th and message was left to contact us back on 510 316 7162 & 415 572 8859. We are attaching a copy of his contract and schedule of protection to reflect what was installed.  Mr. [redacted] would need to follow up with our escalation representative directly at 317-957-3868.   We apologize for any inconvenience or frustration that Mr. [redacted] may have experienced and we appreciate the opportunity to address his concerns and reach a resolution.   Sincerely, Tiffanie Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

March 31, 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 #[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 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.  We reviewed the initial calls in regards to the invoicingof Ms. [redacted]’s account. She requested to be invoiced initial agent, but headvised her that she would need to discuss this with our installationtechnician. During the initial call, the prorated amount was mentioned in theterms and conditions.  However, thecustomer had disconnected while the terms and conditions were playing.  Additionally, our contract does disclose thereis prorated amount that will be deducted shortly after installation. Ms. [redacted] called us on February 19th inregards to the request to be invoiced. There was an unresolved issue with thepaperwork, so she was transferred to ADT account services department to get theaccount holder switched to invoicing. ADT corporate account service department confirmed the invoicing wasplaced on the account on March 9th.   Ms. [redacted] also disputed the cell activation. Afterreviewing her account, on January 30th, , she was explained thebenefits of the cell activation. She was told if she was not satisfied shecould cancel this service. Unfortunately, she did opt cancel within the 3 dayrights of recession we offer. If she chooses to cancel, she will be responsiblefor the 75% of the termination cost for the agreement.  In effort to resolve the issues with her currentoutstanding balance, we have sent ADT a check in the amount to cover thebalance. Ms. [redacted] will continue to receive the invoice for the quarterlybalance.  We apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concerns.  [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [redacted]@protectyourhome.com

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.
To say that I authorized invoice billing is a lie and I have recorded conversations to confirm that. A credit card was used on a one time basis at the beginning of my use of their service. The technician onsite at that time was told by me that I did not want to be invoiced automatically. I wanted a paper bill invoice and for 3 months got that. Suddenly I received no paper bills and they attempted to bill me automatically on a card after I told them I did not want Easy Pay. I cancelled that card because I did not trust them. Just a monthly Paper bill. They continued to ignore me and said I was set up with Easy Pay. I have recorded my conversations with them to make my point and I wish I had seen the bad Revdex.com reviews they have on file before going aboard with them. To say that I did not receive a call because I probably put in my code makes no sense. I have had an alarm long enough to know how to operate it. It appears that each time they are given credit card info even for a one time transaction they keep the info and bill automatically. I would like a copy of the recording whereby I authorized Easy Pay. I authorized a one to payment to Defenders to keep my account current. I insisted that I did not want Easy Pay in a recorded call to them. The person I talked with last week, Sierra, said I would be getting paper bills from them from this month on.  I hope I was not lied to.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

February 24, 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 she was not “fully” reimbursed for returned equipment. Client states that this matter and refusal to resolve has prolonged 6+ months. Client further states, calls went unreturned. Acknowledgement of Resolution: In regards to Complaint #[redacted] we have carefully reviewed the matter and bring forth the following recommendations. Our records indicate that client is not due further monetary reimbursement. Client has made only 1 payment of $421.49 and 1 payment of $383.96. The remainder of the payments, client disputed with her financial institution. Therefore, client would need to seek resolve via her financial institution. We have reviewed this matter again, and the initial response is determined accurate. We apologize for any inconvenience this matter has contributed. Regards, Chase [redacted] 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 find that this resolution would be satisfactory to me. 
Regards,
[redacted] I am sending documents to show why I am claiming a fraud report. I m still waiting on a fraud package from Protect your home but I still haven't received it yet.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and in fact received compensation in today's mail.  This resolution is satisfactory to me and we are glad we were able to amicably resolve this dispute with the aid and assistance of the Revdex.com.
Regards,
[redacted]

December 8, 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 her rate has not been adjusted to the rate of $36.99 and that she has not heard back from the dealer in regards to scheduling a service appointment.   The original contract did not have the rate of $36.99 that was collected at the installation on September 17, 2016. That was due to an upgraded monitoring service. A technician came back out on September 22, 2016 to downgrade the service to the basic landline service for $36.99. The new paperwork never made it to the home office. Since then, a new contract has been mailed to Ms. [redacted] to sign and return. I spoke to her today and she acknowledged receiving it. I went ahead and scheduled her a service appointment for tomorrow December 9, 2016 to address the system issues and go over any questions she may have about the paperwork. Once the new paperwork is received, the rate will be adjusted. There will also be an account adjustment made for the times she was over-billed. 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]

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