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 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]

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 Mr. [redacted]’s concern regarding the 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 RepresentativeOffice Number: (317) 957-3833[redacted]@defenderdirect.com

August 17,2015 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.  We reviewed Mrs. [redacted]' s account regarding her request tocancel.  We show that the equipment wasinstalled on July 31, 2015.  Everycustomer is provided with a Notice of Cancellation form, which advises them oftheir 3 day cancellation right.  The formcan be faxed or mailed into our office with the account holder’s signaturewithin the allotted 3 business days following installation.  We did not receive this form.   The account holder called into us on August 7, 2015,requesting to cancel their system.  Weadvised that it was past the cancellation period, but offered to service thesystem.  We offered a $100 visa care aswell as compensation in the amount of 2 months of monitoring due to the issueswith the equipment. We advised on August 7, August 11 that we would need toschedule at least one service appointment to determine if the system ismalfunctioning in a way that would qualify for a release of contract. Thecustomer declined and did not allow us to schedule an appointment on eitheroccasion.   We reached out to the customer again in order to identifya resolution. Mrs. [redacted] may reach me directly via one of the methods listedbelow so that we can identify a resolution.  We regret any inconvenience this customer may haveexperienced. Please let us know if you have any additional questions orconcerns.Sincerely, Chase R[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [email protected]  Office: 317.715.3503 Tell us why here...

July 10, 2015Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240   Re: [redacted]Complaint # [redacted]Account # [redacted] Dear Ms....

[redacted]: This letter is in response to the complaint # [redacted] filed by [redacted] By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation 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.  After reviewing the account I show Ms. [redacted] did infact sign the contract for $36.99 vs $58.99 due to her having landlineservice.  We do have a valid contract onfile for Ms. [redacted], which I have attached for your records. However ADT CORPdid not accept her original paperwork due to an incorrect version of the contractbeing signed. We did mail out a new contract for Ms. [redacted] to sign on June 24,2015 so ADT can continue billing the correct the monthly monitoring rate andcredit her account. However, since we still have not received the new contract theprocess has been delayed. Ms. [redacted] account will be switched form ADT CORP toProtect Your Home to do her billing if the new paperwork is not submitted andreceived in a timely manner.  In regards to Ms. [redacted] alleging we did not have herpermission to run her credit, we did review the initial call and representativestated “I'm just going to get you qualified for the monthly service and forthat I would just need your social security number to run the credit check.”Ms. [redacted] disclosed her social security number.  In effort to resolve the complaint, I haveissued 3 months monitoring for the landline service at $36.99 in form of checkfor the inconvenience. She would receive the check with 10/14 business days atthe address on file. Unfortunately we have valid contract on file and we areunable to honor her request to be released without holding her termination costof the contract. 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

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.
Regards,
[redacted]1st the business man said that they install the box means the contract begins. That's the reason the technician forcefully to install the box on our house without our consent. Should that be a business model?! They were acting like robbery to their customers. They were not honest! Moreover, they charged me $89 for monthly service that should including the installation of security system on our doors and windows, and also the price including install three cameras also. However, none of those services provides. They should be feel embarrassing to charge customer without providing those services. Furthermore, in the letter, they want me to contact their company. I did many times, and every time they just transferred my phone call until I gave up. I don't want to call them again and again to be treated like it. I need them to refund the money for the service I never had.

January 21, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive,Ste 200 Indianapolis, IN 46240  Re:...

                 [redacted]Complaint No. [redacted]Acct. No.         [redacted] Dear Ms. [redacted],  Thisletter is in response to the complaint #[redacted] filed by [redacted] By way of background, Defender Security Company DBA Protect YourHome is an Indiana corporation that specializes in selling residential alarmsystems. We have been an ADT authorized dealer since 1998 that sells andinstalls ADT monitored security systems. Once the security system is installed,the contract is then purchased, billed, serviced and maintained by ADT.  I have researched this accountand found that on January 19th Ms. [redacted] called in and expressedher wish to cancel the account during her initial 3 day right of recessionperiod.  Ms. [redacted] was transferred toour account services department and the agent there wasn’t able to address herconcerns.  Ms. [redacted] expressed that shehad tried to email in her Notice of Cancellation but it was returned asundeliverable. I have provided Ms. [redacted] with my direct fax number so that shemay send me her notice and advised that I will honor the cancellation as beingreceived during the initial 3 day period. I advised her that this will allow ADT Corp and Protect Your Home toissue any refunds that are due once equipment is removed from her home. I would like to sincerelyapologize for any inconvenience that Ms. [redacted] has endured and offer myservices directly to her, if there are any questions or concerns about theaccount please don’t hesitate to reach out to me directly. Sincerely,  Mandy H[redacted]Customer Loyalty RepresentativeCustomer LoyaltyADT Authorized Premier ProviderOffice:  317-957-3833Tell us why here...

September 13, 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] would like to terminate her services without penalty based on an alleged conversation with the original installer stating she had a two month risk free trial with an ADT monitored burglar alarm system.   Ms. [redacted] contacted Protect Your Home June 26, 2016 to inquire about having an ADT monitored burglar alarm system installed. She agreed to schedule an installation on June 30, 2016. Ms. [redacted] entered into a contract with Protect Your Home after the installation was completed on June 30, 2016. In order to cancel services without penalty, Ms. [redacted] was to send in a signed notice of cancellation within her three day right of rescission. She was provided this document to her email address of [redacted] shortly after her installation. We did not receive this document signed. The customer did not contact us until August 2, 2016 to first inquire about cancelling. At that time, we did advise Ms. [redacted] that she did not qualify to be released from her contract without penalty. She was advised that she would be responsible for 75% of the balance of contract. At that time, it was $1354.25. The customer could not provide anything in writing supporting her claim that the technician offered a two month trial. This is not something offered by Protect Your Home. Since we do not have anything to confirm these claims, Protect Your Home will hold Ms. [redacted] to the terms of the contract signed. The terms of the contract only allow a three day cancellation window.   Protect Your Home has made contact with Ms. [redacted], most recent being September 12th, and has offered to schedule a service appointment to address her technical concerns. At this time, nothing has been scheduled. Should Ms. [redacted] want to schedule an appointment, she can contact our technical support team at 1-877-299-3411. I apologize if Ms. [redacted] has been inconvenienced throughout this process. I do 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 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]