DEFENDERS d/b/a Protect Your Home

July 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.   After reviewing the account I show Ms. [redacted] did cancel within the 3 rights of rescission on June 17, 2016. We did remove our equipment on June 24, 2016 and the initial $107.42 was refunded back on July 7, 2016 back to credit card ending in [redacted].  Our records also reflect the equipment payment of $616.28 was refunded back to Ms. [redacted] credit card ending on [redacted]. Our accounting team did receive an credit card dispute on July 25, 2016 for the amount of the equipment that we refunded on July 22, 2016 in the amount of $616.28 so Ms. [redacted] did receive 2 refunds one from her banking institution and our company. Our internal billing team will be in contact with Ms. [redacted] to attempt to collect the equipment payment that she was double paid for. We apologize for any inconvenience or frustration Ms. [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution.   Sincerely,   Ana D[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d[redacted]@protectyourhome.com

April 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 requests account be invoiced. Acknowledgement of Resolution: After reviewing the rebuttal we reflect [redacted] refunds were paid out on April 25 back to original form of payment. She would need to check with her financial institution for refund of $105.93 & $138.03. In regards to the allegation in regards to her previous system [redacted] did advise us that our security advisor did leave her four of our sensors due to him removing her sensors. Ms. advised us that she was fine with this resolution. At this time we apologize for any inconvenience this matter has caused. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

August 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 # [redacted] Account # [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. Ms. [redacted] filed a complaint in regards to our Movers process. The Movers process requires the customer to install the new service within 30 days of placing the order. If the account is not installed at the new home the previous account is charged 75% balance of the contract. Our Movers clause states if you purchase a home in a Protect Your Home service area, you are eligible to have a standard security system installed in your new home for $99.00 (non-refundable installation fee) + tax and with no additional cost for base System equipment. A new monitoring agreement will be required. Ms. [redacted] previous account was charged the balance of the contract because she did not install a new system within the allotted time. Our Loyalty agent (Tiffanie) reached out to the customer to resolve her issue. Tiffanie offered to refund Ms. [redacted] two $100.00 Visa Gift Cards since the customer was not aware of the Movers process. Ms. [redacted] stated she will think about the offer and she has Tiffanie’s direct number to call her back. We apologize for any inconvenience or frustration that Ms. [redacted] may have experienced, and we appreciate the opportunity to address her concerns.   Sincerely,   Virgie H[redacted] Manager of Security Customer Care Operations Protect Your Home ADT Authorized Premier Provider   E: [email protected]

September 1, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders INC. DBA Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint No. [redacted] Acct. No. [redacted]  ...

Dear Ms. [redacted], This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defenders, Inc.  DBA Protect Your Home is an Indiana corporation that specializes in selling residential alarm systems. We have been an ADT authorized dealer since 1998 that sells and installs ADT monitored security systems. Once the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT.   In Summary, Mr. [redacted] would like to have his credit pull reversed as it has been a year since the inquiry was made. He was not made aware of the lasting effects on his score for providing his information for a credit check. He made contact with our company but was unsuccessful to reach someone with the authority to handle his complaint.   Mr. [redacted] contacted Protect Your Home on September 9, 2015 to inquire about having an ADT monitored alarm system in his home. In order to schedule an installation, the customer must authorize a credit check to qualify for monthly billing. If a customer is not pre-qualified, then the full balance of the contract will need to be paid up front. Mr. [redacted] was advised that a credit check would need to be performed. Although Mr. [redacted] originally resisted running his credit, he did in the end authorize the check. Mr. [redacted] entered a contract with Protect Your Home on September 12, 2015. By singing the contract, this too has allowed permission for Protect Your Home to run his credit.   Although the credit check was authorized, as a courtesy, we are going to have the inquiry removed from his credit. We are notifying Equifax to have it reversed which can take upwards of 45 days to reflect on his score. I did make contact with Mr. [redacted] about this resolution and he agreed this would satisfy his needs.   I apologize if Mr. [redacted] experienced any troubles with the process. I appreciated the opportunity to address his concerns and come to a resolution.   Sincerely,   Crystal F[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

June 8, 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] filedby [redacted]. By way ofbackground, Defender Security Company DBA Protect Your Home is an Indianacorporation. 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.After reviewing the rebuttal, Mr. [redacted] would need to makean attempt to pay for the additional equipment charges that he agreed to. Ourrecords indicate that Mr. [redacted] has not made any payments since November15, 2014 towards the additional equipment. Mr. [redacted] would need to make payment arrangement with our internalcollections team. Unfortunately, we are not able to provide any furtherdiscounts on the account at this time. Again, we do apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns. Sincerely,Ana [redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria.[redacted]@protectyourhome.com     Tell us why here...

June 14, 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 is not purchased and therefore billing by Protect Your Home. Mr. [redacted]’s contract was not purchased.   In summary, Mr. [redacted] would like ADT to purchase his contract so that he can purchase exterior cameras.   I researched his account and found the reason holding his account from being purchased. I reached out to the department managers who handle the contract purchasing process. I requested that they assist. I spoke to Mr. [redacted] and requested a week to attempt a resolution. This is a delicate process that I am foreign to, so I am relying on these other departments to assist. He understood and allowed me the time needed to attempt 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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

February 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 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 he would like to cancel his services because Protect Your Home could not offer him the services that he wanted. Although he agreed to the services, he decided to cancel and have the equipment removed for a refund.   I spoke to Mr. [redacted] in regards to his request to cancel. He did not follow the proper cancellation process, so his initial notice of cancellation was denied. I honored his request to cancel and scheduled a system removal. He will receive a full refund after the equipment has been removed. We did discuss his concerns about repairing his old system, but I advised that Protect You Home is unable to do repair or reimburse. 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 resolution is complete.  It is not satisfactory to be unhappy with the installation/service and it takes from 11/25/14 to 1/13/15 to resolve I do consider this complaint resolved.
Regards,
[redacted]

August 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. [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 complaint we are asking this complaint to be rerouted to ADT Corp LLC. Here is why our company only installer the initial system on January 4, 2013 and our records show she only installed a cellular uplink package. The last time our company has spoken to Ms. [redacted] since March 30, 2013. We apologize for any inconvenience or frustration Ms. [redacted] may have experienced and we appreciate the opportunity to address her concerns and reach a resolution. Sincerely,   Ana D[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.d[redacted]@protectyourhome.com

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 alleges grounds for release of contract, and/or monthly charge reduction. Acknowledgement of Resolution: In regards to Complaint #[redacted], we have carefully reviewed the matter and bring forth the following recommendations. Per voice confirmation and system notes, we find no materials to substantiate client’s “alleged” complaint. Client was installed on 7/17/15 and he contacted our office on 7/28/15. It was explained to client that his “3 day rights of rescission” period had elapsed and moving forward with a cancellation would result in a financial penalty. This information is provided in client’s contract in which his signature presents as “reasonable” interpretation of terms and condition. During initial sales call (prior to installation), client was granted privy to the contract agreement as well. As a diligent effort to resolve the matter, our Escalations Department immediately contacted client with feasible alternatives for negotiation. This cycle of communication took place between 7/28-11/17. Our system notes show several attempts of contacting client (and leaving a voicemail) without prompt follow-up on the part of the client.  During the 30 day time frame to downgrade, client was contacted on 7/29 & 7/31 (voicemail message left each time). Client did not return our calls until 9/23. This dates exceeds the 30 day time period for an installation downgrade.  Client then alleged he was not in receipt of a contract and had not signed any form of documentation. Per review, we have a signed contract on file and further research negates client’s statement, as he was provided a copy of the signed contract. Client continues to pursue the matter of system downgrade, despite previously being communicated that this is no longer a viable option.  Client designs an argument that he was told via sales technician that his MMR would be $36.99 (this quote reflects landline compatibility).  Client should be advised that, we are in no position to confirm or negate any private matter conversation. Client’s actual MMR is $58.99. The discrepancy in price is due to client’s false claim that he had a landline in his home. Per voice confirmation, our recording confirms that client admits to having a landline, therefore, confirming the quote of $36.99. However, future contact with the client (10/4), negates this statement as client communicates he does not have a landline phone, therefore increasing the MMR. Client’s MMR increase is also due to the installation of camera/video features. Additional notes reflect our continuous effort during the month of July, to reach resolution with client, but to no avail, as client did not return any calls until the month of September. We have also resent the $100 Visa, we ask that client allows 14 business days for review. Without allowing service attempts, client could not be cancelled w/o penalty. Voluntary cancellation would hold the client a responsible party to the 75% BOC. We look forward to hearing from the client in the immediate future and finalizing negotiation. We apologize for any inconvenience this matter has contributed. Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

Defenders
INC. DBA Protect Your HomeDBA
Protect Your Home3750
Priority Way South DriveIndianapolis,
IN 46240Re: [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 alleges grounds for release of contract, client states that she was
misinformed on service/product compatibility.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. Her voluntary actions bind her to a “financial” duty relative to the
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. Our notes reflect that customer was
installed a security system on 10/02/15. Continuation of notes show that
customer waited until 10/15/15 to attempt cancellation. In addressing the
matter of being misinformed in regards to system compatibility (and reduction
in MMR), we are open to reviewing any notes that our service technician
provided, however, we are unable to confirm or negate any private communication
that took place during the time of installation. If you would like to submit
the written note, again we are more than happy to review that. All documents
can be forwarded to [email protected]. In regards to cancelling
services, client will immediately become responsible for 75% of the balance of
contract (amount owed is $1256.37).Our
primary goal is to reach a reasonable resolution and retain a professional
business relationship. We remain committed to negotiating this matter and look
forward to continued customer satisfaction.  We apologize in advance for any inconvenience this matter has resulted.Our
organization looks forward to reconciling the complaint in a timely fashion. We
extend an apology in advance for any inconvenience this has caused. Regards,Customer
Loyalty Representative Protect Your Home ADT
Authorized Premier ProviderTell us why here...

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  Dear Ms. [redacted], Re:                         [redacted] Complaint No. [redacted]Acct. No.              [redacted] This letter is in response to the complaint #[redacted] filedby [redacted]. By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation. We have been an ADT authorizeddealer since 1998 that sells and installs ADT monitored security systems. Oncethe security system is installed, the contract is then purchased, billed,serviced and maintained by ADT. After Speaking to our branch manager, the tape accountholder is referring to is a high weight 3M tape.  When properly prepped and installed, thesensor will not come off. We could offer to use a silicone as an alternatesolution. We have also verified with the ADT monitoring center and confirmed thesystem is responding properly with them on monthly basis. They have notreceived any notification that customer is having issues at with her system. Weare able to offer a service appointment to assess the system.The charges Ms. [redacted] is referring to are the monthlymonitoring fees she agreed upon when she did have the system installed.  We have also checked with the monitoringsystem and there is no indication that the system is not communicating, orshowing a trouble signal of any sort.  We apologize for any inconvenience she has experience.   Shouldshe allow us the opportunity to resolve the issues with a service appointment,we would be glad to assist with reimbursement for her inconvenience. Sincerely, Ana D[redacted]Customer Loyalty Representative/ Protect Your HomeADT Authorized Premier Provider Tell us why here...

June 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. N/A   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.   Unfortunately, we was unable to locate your account with the address and phone number that was provided Can you please provide the address the monitoring service is located at or phone number, , ticket number, or monitoring account number provided in your complaint that matches an account in our system.   We apologize for any inconvenience or frustration that you may have experienced and we appreciate the opportunity to address her concerns,   Sincerely,   Ana D[redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: anamaria.[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]  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,  Ana D[redacted]  Customer Loyalty RepresentativeProtect Your Home 317.713.8070[redacted]@defenderdirect.com

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

November 1, 2016 Revdex.com of Central Indiana 151 N. Delaware St. #2020 Indianapolis, IN 46204-2599   Defenders Inc. dba Protect Your Home DBA Protect Your Home 3750 Priority Way South Drive Indianapolis, IN 46240   Re:  [redacted] Complaint No. [redacted] 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 he sent in the Notice of Cancellation within the appropriate time frame, but it has not yet been received or processed. He would like a full refund for his monies. Mr. [redacted] did enter into a contract with Protect Your Home on November 11, 2016. Per the contract, he does have a three business day cancellation window. Mr. [redacted] was provided the required document and information needed should he decide to cancel. Protect Your Home did not receive the original fax that was submitted in the three business day window. I did contact Mr. [redacted] who was able to email me a copy of that signed form and proof of the submission time. This paperwork was accepted, so a cancellation will be processed on his account. 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 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 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 d[redacted]r 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 not satisfied with the settlement amount and would like the difference paid out to him for the cost to have the services reinstalled. He states that since we admitted to the damage, he should not have to settle for a lesser amount.   Mr. [redacted]’s claim was forwarded to our insu[redacted] company to process his damage claim. He would need to contact the adjuster that was assigned to his case. I have contacted him and emailed him advising him that Mr. [redacted] is not satisfied with the settlement amount. If Mr. [redacted] signed a settlement agreement, unfortunately there may not be much they can do. I apologize for the inconvenience. The adjuster’s information is below.   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]     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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Please see the response to my complaint below. I have been trying for over two weeks to make contact with the person identified as Mandy H[redacted] with no success. Although I felt that the proposed resolution was fair, the company has not responded to my calls and therefore the complaint has not been resolved.
Please let me know if I need to file another complaint or if you can find a way to resolve this.
My telephone number is [redacted]. If I cannot answer, please feel free to leave a message and I will contact you as soon as possible.
Thank you. [redacted]
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Our escalations representative has attempted to contact him to attempt to get service scheduled however she did leave him message to call back to schedule someone to come out. In the meantime we do show the gift cards on the account has been mailed out so he should receive them within the next 2...

weeks.