DEFENDERS d/b/a Protect Your Home

June 3, 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....

Richardson, This **tter is in response to the complaint # 11416496 by Edwin Law. 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 dea**r since 1998 that sells and installs ADT monitored security systems. Once the security system is instal**d, the contract is then purchased, bil**d, serviced and maintained by ADT.   After reviewing the account I show our sa**s team that Mr. Law did speak to on February 12,2016 provided him an $836.00 equipment credit for the installation that occurred on February 26,2016. We show Mr. Law did purchase additional equipment. During the installation we show the customer did sign a credit card authorization form that authorized the additional charges on the account in the amount of $909.15 as well as the schedu** of protection that was signed as well which is attached. In effort to resolve the complaint we have waived the outstanding balance of $357.57. Mr. Law would need to allow time for the internal col**ctions attempts to cease. We apologize for any inconvenience or frustration that Mr. Law may have experienced and we appreciate the opportunity to address his concerns and reach a resolution.   Sincerely,   Ana Dau-Farr Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]           Tell us why here...

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
[redacted] [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 signature on contract. Alleges technician allowed a minor child to sign the contract. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. We have previously addressed this matter with the client. It is not our process to ID individuals who sign the contract. If a party is acting on the primary account holder’s behalf, then any dispute that originates, is between those parties engaged in “implied” consent.  We will acknowledge the contract as valid under the legal pretense…that a party left to act on your behalf has consent to make decisions in whole and in part. This is inclusive of signing a legal contract. Client not being at the home, during time of signature cannot soundly confirm or negate who signed. Therefore, we will hold that the signature is valid and pursue from that stance. Client has now introduced (2/12) the theory that she is unable to afford the Pulse feature. Client was installed on 11/20/15, and their billing is managed by ADT Corporate. As we do not have the ability to amend MMRs, client would have to work speak with ADT Corporate. They can be reached at 800 369 0996 (opt 1-billing). We apologize for any inconvenience this matter has contributed. Regards, Chase [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

The most recent issue is the alarm system in my garage hasn't ever worked 100% and hasn't worked at all the past month.  It took 2 service techs to come and look it to find that the equipment never should have been placed in the garage (not attached) as it's to far away from the main unit and the house is surrounded by sun room and and interior and exterior brick wall.  The ADT tech was at my house for hours and confirmed that the Protect Your Home tech should have known not to sell me or hook up equipment that far away from the house.  He said alot of his calls are cleaning up after the mistakes Protect Your Home make.  He was very frustrated in feeling ADT doesn't care about their customers and their relationship with Protect Your Home is ruining the company.  He attempted to use a splinter, but that didn't work, so added another feature in the garage and remounted the sensors.  It works 50% of the time.  I'm beyond frustrated as the problems seem to be never ending.  I have full security in my house, which is great, but I feel deceived about purchasing equipment in the garage that was never intended to work out there.  I've came to the realization that I'll never be fully secure in my garage since it's finicky on when it works and ADT will continue to be under par in customer service and quality security.  I want to send the equipment back, yet sometimes it does work, so when it does, it's beneficial.  Your company can not get it right!  I feel I shouldn't have to pay full service for those 2 sensors, so please advise.  Thanks.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 wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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.From: [redacted] [mailto[redacted]jSent: Thursday, April 23, 2015 12:36 PMTo: info Subject:not accepted!!!

March 23, 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] Account No. [redacted]...

                  Dear Ms. [redacted], This letter is in response to the complaint no. [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] states that the technician removed his panel without permission and would like it installed back the way it was initially installed. Mr. [redacted] contacted Protect Your Home on December 9, 2016 in regards to an ADT monitored alarm system. He paid an installation fee of $106.18 and scheduled a technician to come out on December 10, 2016. At the installation, the technician installed the new panel to run signals and then went over the additional security options. Mr. [redacted] chose not to proceed, so we took our panel down and left. Our technicians are not trained to reinstall pre-existing equipment nor do we want the liability should it be installed incorrectly. The damage claim process he was advised was accurate based on company policy and process. We understand that three estimates does not apply to every case. In this instance, an invoice from his current alarm company could have sufficed. Once it is submitted it can be reviewed for possible reimbursement. We made contact with Mr. [redacted] March 23, 2017 in regards to his concerns and offered $200 in Visas gift cards to compensate for the damage. He accepted this resolution offer. 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]

May 18, 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, Ms. [redacted] states that she was misinformed about our relocations process. When it came time to relocate, she found out that should could not cancel the service without having to pay a penalty. She offered to have it transferred to a friend as long as the account name was changed. She would like assistance with this.   I contacted Ms. [redacted] and offered to release her from the contract terms. She was happy with this resolution offer. I advised that her friend can call in and set up a service for herself and it will not have any associate with this account. In regards to the refund, ADT said one was posted on May 5, 2017. I gave her the number to billing in case she does not see the funds returned.   Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

January 18, 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] 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 that his rate was supposed to be adjusted to $44.99, but he is currently still being billed at a higher rate. He would like this adjusted and refunded. Protect Your Home did receive the amended contract for $44.99 on December 23, 2016 and sent it to the ADT corporate office for processing. ADT has it documented on his account December 29, 2016 that the new paperwork was received. ADT had not yet processed the contract at the time the complaint was submitted. It has now been corrected. The account was backdated and a credit has been applied on his account in the amount of $61.64. He was also given $200 in Visa gift cards for the inconvenience. I apologize that Mr. [redacted] had a poor experience, 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]

October 6, 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.   Our records indicate that Defenders has resolved this concern. I am showing the downgrade to the $27.99 package in May of 2017. Defenders has records of monthly monitoring at $27.99. I am showing that Defenders has not made any charges to your monthly monitoring. Your account was purchased by ADT. ADT does handle your billing.   However, Defenders will not be able to honor any cancellation at this time. Defenders has charged for the installation and equipment charges. I do show ADT generating a contract as of September 13, 2017. If wanting to cancel, you will be responsible for 75% balance of contract.   Sincerely,   DeUndre E[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

May 8, 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.              [redacted] Dear Ms.[redacted],  This letter is in response to the complaint # [redacted]filed 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. After reviewing the account we show that Ms. [redacted] calledin to inquire about service on August 15, 2013 from an advertisement shereceived.  During the initial sales callit was disclosed that we do have 36 month agreement and it was included duringthe recorded terms and conditions towards the end of the phone call.Furthermore, we show that Ms. [redacted] also signed a 36 month agreement which Ihave attached as well for the records. We also show that Ms. [redacted] called in on September 2,2014 advised she is wanting to cancel service and she was advised by ourcustomer service department that she would be responsible for 75% of thebalance of the contract. Ms. [redacted] didn’t feel she should be responsible forthe contract since she was moving out of state. The following day Mr. [redacted]called into our customer service department in regards to the same issue andthe agent also advised him that in our contract discloses that if he canceledthere would be a 75% termination fee that would be assessed. He requested toescalate the complaint and was transfer to the ADT Monitoring Center due to therequest.Mr. [redacted] then spoke to ADT monitoring center onSeptember 4, 2014 and requested a cancelation for monitoring on theaccount and he also requested it be effective on September 4, 2014.  It is typically a 30 process.Unfortunately, we are not able to honor his request to bereleased account holder would be held to the termination cost that is outlinedin our contract. We would be willing to lower her termination cost from $851.08to $567.39 due to her concerns. 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    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 do not agree with the response of ADT. I was never informed of a "3 day right of rescission". I have requested a copy of my contract 3 times now and still have not recieved it. I was unaware of the 58.99 charge until I recieved my first bill, thats when I made the first call. I was NEVER informed of additional charges for equipment services, I did in fact ask the ADT rep in my home what if any additional charges there would be if I added equipment. I asked the same question with the intital call to get information from the flyer I recieved in the mail. Both times I was told I i go over the credited amount for basic equipment, I would have to pay the difference, with I did, over $900. I reiterated to the guy from ADT in my home, that there would be no additional charges for added equipment? He said, just like the original call I made, that I have to pay for the equipment!! I had to leave the house to show properties and left him there to install the equipment. When I returned the installation was terrible. I have left it all untouched for evidence. Wires hanging all the way down the gargage and rubbing the rear door every time I open. He left a folder with some basic information and some $100 referal cards. I recieved no stickers, signs or a contract. I was also told I would have access through my cell phone through the "pulse" option. My log in and password have never worked and I called him directly and he said I would recieve an email to resent. Never heard from him again. I have no idea if the camera is even working 7 months later. I never recieved the $100 gift card, and I like ADTs statement that they resent it.... They never sent it to start with, I checked. That was after the intial 6 months as well. I only recieved on call and message from ADT on my cell phone records. I have tried to call repeatedly and I am placed on indefinite holds or simply disconnected. Has happened on several occasions. Longest hold time was 42 minutes. I did schedule a person to come and look at equipment installation and a gentleman called me after I took off work to meet him and said he couldnt make it and I would have to reschedule. I do not have a land line phone in my house, only an internet connection, the installer said that was no problem and put in a wireless keypad.  I feel I have been misinformed from the very start as far as contract price, did not recieve what I was told I was getting, recieved terrible sub-standard installation and customer satisfaction is horrible. They are very rude and only care about getting their money. I wish them to honor what I was told I was getting or simply let me out of this terrible contract with an unreliable and untruthful company.
Regards,
[redacted]

April 11, 2016Revdex.com of Central Indiana151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your HomeDBA Protect Your Home3750 Priority Way South DriveIndianapolis, 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 requests fraud packet.Acknowledgement of Resolution:In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Our office has given due diligence to this complaint and find that no matter of client’s “allegation” is accurate. We determine no actions of fraud were committed w/intent or the absence thereof. We base our findings on the following information: we have reviewed the initial sales call in which client contacts us to inquire about service. We have then listened to a voice confirmation in which client agrees to the terms and conditions of the contract. It was further determined that the voices match. Concluding that client voluntarily entered into the agreement absent any malice of action on the part of DEFENDERS/PYH, tis complaint stands as implausible. No further offer of negotiation will be considered, as the account is cancelled.We apologize for any inconvenience this matter has caused. Regards,Customer Loyalty RepresentativeProtect Your HomeADT Authorized Premier Provider

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]

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 wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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. As long as the inquiry doesn't show on my credit report this issue is resolved.
Regards,
[redacted]

January 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]...

                  Dear [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, [redacted] states that she was made a false promise of $300 in Visas gift cards. She also states that the installation tech placed unnecessary holes into her wall and did not offer to repair it.   During my research, I found that [redacted] was offered $300 in Visa gift cards. At no point was this offer not available to [redacted]. I contacted her to advice, but she had already cancelled her order. A system pull was scheduled for January 7, 2017.   I requested that the security manager attend the system removal to verify the damage claim. Per the branch manager, the holes were caused by an attempt to mount the keypad. With this information, I offered [redacted] a $100 Visa to help reimburse. She accepted this resolution offer. I apologize that [redacted] was inconvenienced during this process, but appreciate the opportunity to address her concerns and help come to a resolution.     Sincerely,     Crystal [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted] Tell us why here...

January 2, 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 [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, [redacted] states that his services have not been completely cancelled and he is being contacted about a past due balance although he was released from his contract. He specifically quotes a letter that confirms the cancellation of his account. He would like the account officially closed and balances waived.   Per the cancellation confirmation letter, he was advised that the account was closed with Defenders Inc. dba Protect Your Home ADT authorized premier provider. He was then instructed to contact ADT to cancel the monitoring to ensure he was no longer charged for service. [redacted] never contacted ADT to cancel the monitoring, so the account with ADT remained active. It was not until November 16, 2016 when he called ADT about the cancellation, but the ADT agent did not place an official cancellation on the account. I have contacted ADT myself to ensure that a cancellation be placed on the account. Once cancelled, it does take 30 days before the monitoring is shut off.   [redacted] disputed payments on his account and therefore started to receive collection calls. [redacted] was advised that there would be no refunds for the services rendered on his account, although he claims otherwise in his complaint. There is nothing stated in the letter that he would be refunded for past services, or a system pull would have been required. He was simply advised of a $0.00 balance. Once he started to dispute all of his charges, the account started to reflect a negative balance. As of January 2, 2017 the negative balance with Protect Your Home has been waived due to the escalation of his account.   I apologize if [redacted] was inconvenienced during this process. The cancellation on ADT’s end should be processed within the next 24 hours and will be effective 30 days after that date. Should he have any questions or concerns, he can reach the agent on his cancellation confirmation letter.     Sincerely,     Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted] 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 do not see that $100 will correct this situation. I am discussing with an attorney at this point. I will follow up with the company. Thank you.
Regards,
[redacted]

April 14, 2016Revdex.com of Central Indiana151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defenders INC. DBA Protect Your HomeDBA Protect Your Home3750 Priority Way South DriveIndianapolis, 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 account be cancelled.Acknowledgement of Resolution:In regards to Complaint #U381960367, we have carefully reviewed the matter and bring forth the following recommendations. In review of the account, notes indicate that this account is cancelled and the install charge of $106.92 is being refunded. Client should allow up to 14 business days from 4/14, for the processing of this refund. Our office has also scheduled a system pull for 4/14. Please make note that for varied reasons we are unable to reinstall the client’s old system. In regards to the “allegation” of damage, client would need to follow the damage process to allow further review. Please submit:1. At least 2-3 invoices from a licensed contractor2. At least 2-3 pictures of the “alleged” damageThese documents can be submitted via fax @ 317 564 2552. Upon receiving, please allow up to 30 business days for review. This information has been communicated to the client, and he states that he will submit the requested documents.We apologize for any inconvenience this matter has caused. Regards,Customer Loyalty RepresentativeProtect Your HomeADT Authorized Premier Provider

January 25, 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 “incentive promise” be fulfilled. Acknowledgement of Resolution: In regards to Complaint #11084286, we have carefully reviewed the matter and bring forth the following recommendations. We have resent (to the address on file), (1) $100 Visa Gift Cards. Please allow up to 14 business days for receipt. We apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

November 14, 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] 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 at the installation, she was advised by the installation technician that the termination costs of her contract would only be $350. She is now trying to end her contract but is now being quoted 75% of the balance of contract. She states she would like her original conversation of $350 honored as the release from contract payment.   Ms. [redacted] contacted Protect Your Home on March 30, 2016 in regards to an ADT monitored alarm system. She paid $106.70 for the installation fee and was installed on April 2, 2016. At the installation, Ms. [redacted] signed a 36 month contract. This contract stipulates that to terminate the agreement, it would cost 75% of the balance of contract.   I spoke to Ms. [redacted] on October 26, 2016 in regards to her concerns. I reached out to her installation technician and he denies providing any amount to cancel. He advised he would not even know how to calculate a termination charge let alone give an amount of $350. I asked Ms. [redacted] if she had this conversation or agreement in writing and she advised she did not. The only agreement we have with Ms. [redacted] is the contract she signed agreeing to the 75% balance of contract termination charge.   Protect Your Home is willing to reduce her Balance of Contract from 75% to 50%. This will make her new contract termination charge $821.34. I attempted to reach Ms. [redacted] in regards to the reduced termination charge, but was unable to get through. 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 [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [redacted]
[redacted]