DEFENDERS d/b/a Protect Your Home

February 8, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No[redacted] AcctNo [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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] states that she attempted to cancel within her three day cancellation window, but no one returned her callsShe states she only would like to cancel and get her money back at this time Ms [redacted] initially contacted Protect Your Home on January 16, in regards to an ADT monitored alarm systemShe was quoted a monthly monitoring rate of $for the basic cellular packageMs [redacted] asked if this included cameras, but she was advised it would be an additional $a monthShe was instructed to discuss this with the technicianShe was also offered a $VisaMs [redacted] proceeded with the sale and payed $for the installation feeShe scheduled the installation for January 19, The installation took place on January 19, A contract was executed with a rate for monitoring services of $a month for monthsThis monitoring rate includes a number of upgrades and one is not included with the $rateAmong the upgrades is use of a cellular uplink, so a landline is not required or needed for communication with ADT’s monitoring centersThis created a line of communication to ADT through her local cell towersThis rate also includes PULSE Level service, which allows MsStapleton to control, arm and disarm her alarm system from a computer or smartphone no matter her location and also allows her to set up various alerts and notifications Lastly, ADT’s limited extended warranty Quality Service Plan (QSP) is also included with this rateThe $rate does not include PULSE Level or (camera) Ms [redacted] initially called to inquire about cancellation on January 21, She was aware of her three day cancellation window, but wanted to discuss the monthly rate and the Visa gift cardShe said if we could not resolve these concerns, she wanted to cancelShe was advised a department that specializes in three day cancellation requests would call her backMs [redacted] was under the impression cameras were included with her monthly rateAlso, the Visa card was missing off her promotion Someone did contact Ms [redacted] on January 23, within the three day windowI pulled the phone recording myself and she was left a detailed voicemail to call backMs [redacted] did not attempt to call back at all until outside her three day cancellation windowShe called multiple times almost daily in regards to thisAt the time of these calls, it was too late to cancelMs [redacted] was aware that it would be too late outside of the three daysShe did speak with many agents and was advised it was too lateThe Visa issue was resolved and shipped to her on January 30, In regards to her monthly rate, she was advised that her rate would increase to $Unfortunately, we cannot honor her request to have cameras at the $rate I contacted Ms [redacted] to discuss her concerns and was unable to make contactI left her a detailed voicemail with my contact informationI apologize if she was inconvenienced by this processShe had every opportunity to send in her notice of cancellation form within her three day cancellation window Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The appointment to resolve this issue by correcting the faulty installation was scheduled for 12-between and PM After no one called and/or showed up by 3:15, I phoned the local office and was told the service man was going to be at least an hour and a half late Obviously my complaint has no priority with this company This is outrageous that they cannot keep scheduled appointments and expect me to sacrifice my limited vacation time to accommodate them In no way can this be termed "service" Regards, [redacted] ***

January 2, Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defender Security Company DBA Protect Your Home Priority Way South Drive,Ste Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms***, Thisletter is in response to the complaint # [redacted] filed by [redacted] ***By way of background, Defender Security Company DBA Protect Your Homeis an Indiana corporation that specializes in selling residential alarmsystemsWe have been an ADT authorized dealer since that sells andinstalls ADT monitored security systemsOnce the security system is installed,the contract is then purchased, billed, serviced and maintained by ADTWehave received Mr***’s concern regarding the duplicate billing charges Please contact me via one of the methodsbelow to further discuss your accountWe apologize for any inconvenience hehas experiencedPlease let us know if you have any additional questions orconcernsSincerely, [redacted] Customer Loyalty RepresentativeProtect Your Home [redacted] @defenderdirect.com

November 9, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Mr [redacted] states that he had to pay extra in order to receive the services he expectedHe would like to have the money refunded that he paid in addition for his alarm services I contacted Mr [redacted] in regards to his concerns listed in his complaintTo resolve his complaint, I have submitted a refund request for $I advised Mr [redacted] that his refund can take up to days to receive To make sure the sales agent was on process, I have requested that the phone call be reviewed and coaching submitted if deemed necessaryI 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]

July 10, 2015Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN 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 Your Home is an Indiana corporation thatspecializes in selling residential alarm systemsWe have been an ADTauthorized dealer since that sells and installs ADT monitored securitysystemsOnce the security system is installed, the contract is then purchased,billed, serviced and maintained by ADT Mr [redacted] called in to inquire on service on May 27,2015, the promotional offer at that time included sensors, a motion, and a keyfob The customer was also offered a$VISA for signing up with Protect Your HomeAfter speaking to our salesdepartment Mr [redacted] was offered an additional $in equipment creditMs[redacted] was installed on May 30, After reviewing the account I do show Mr [redacted] hasbeen in contract with an escalations representative in regards to installationissues and system not workingOur escalations representative authorized therelease from contract on June 29, due to the issues with the complaintTheequipment was removed on July 11, and we currently have the refund pendingfor $In regards to the monitoring charges being reimbursed, Mr [redacted] would need to speak to ADT CORP billing department since they are handling hisbilling on the accountI do show there is cancelation on the account due toissues with the systemWe apologize for any inconvenience or frustration thatthe customer may have experienced and we appreciate the opportunity to addresshis concernsSincerely, Ana [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: anamaria[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 I was going to wait to install the ADT system until I had new windows I was told by salesman Christina [redacted] that ADT can come out with out any charge to remove and replace the window sensors With that information I went a [redacted] and purchased the ADT Worst mistake I made They bait and switch and then I called to have the windows scheduled to be done and I called ADT and they told me that it would cost !!to come out To remove the sensor with a knife and they would come out and replace them I called to check on this and talk with a supervisor and they told me they could only replace them for months and then after that the company that does the sensor is not their company and they have no control over them I do not remember ADT telling me they contracted out their work I want to let anyone else know to get everything in writing from this company They lie and are not truthful at all Everything I was told always ended up being a misunderstanding and always on my part I know I am old but I think I get some things correct I felt very takenI am wanting in writing the cost to get out of this service as I do not wish to do business with a company that lies constantly, does not have good sales people and holds nothing to their word I want this in writing Regards, [redacted] ***

January 3, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, the consumer would like the tenants to be responsible for the termination of the contract I spoke with ADT this afternoon, and it appears the tenants were able to start their own account at this location directly through ADT CorporateADT has agreed to waive the termination charge with Defenders if the consumer can provide proof that they are still the owners of this locationThe consumer can send the proof directly to me at [email protected] and I will ensure this gets resolved If the consumer would like to further discuss this, I can be reached directly at 317-860-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 7, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] Order 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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] states that she made it clear she was still in the home buying process and thought that proving her social security number was simply for record keeping Ms [redacted] contacted Protect Your Home on January 2, in regards to an ADT monitored alarm systemDuring this call, Ms [redacted] authorized a credit inquiryQuoting the sales agent, “To verify your eligibility for the monthly monitoring service, normally I will need your full social security for the credit check but I will take the last four of your social security number”Ms [redacted] proceeded to provide her information after being informed that she needed to provide the last four of her social security number for a credit checkIf she did not want her credit ran, she should have approved the credit check This was investigated by upper management and will not be re-openedIt was decided not to process a credit check removal because Ms [redacted] approved the credit checkI attached the denial letter in my last response and mailed a copy to Ms***I apologize if she was inconvenienced during this process, but I appreciate the opportunity to address her concerns and help come to a resolutionAny rebuttal to his issue will be responded to with a denialNo further action will be taken on this matter Sincerely, Crystal F [redacted] Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider E: [email protected]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [I have included a photo of what their technician left in my daughter's roomThis is not safe! They need to contact me and work around my schedule for a change...The Saturday appointmentI made was a complete waste of time as no one showed up before 2:00pm as promised...How many days do I have to be late to work in order for them to fix their dangerous mess? I cannot be late to work anymore awaiting their helpIt's time they call me, make an appointment for a time that does not put my job at jeopardy..] Regards, [redacted] ***

August 26, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders INCDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce 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, 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 & 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- 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

January 2, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] states that she was advised her services could be “frozen” should he need to pause her service due to constructionNow, she is being advised otherwise and is being quoted a termination charge to end her serviceShe would like the cancellation fees waived or be given the opportunity to put her account on hold during the construction of her new home Ms [redacted] initially called for service on December 5, in regards to an ADT monitored alarm systemI went back to this initial call to review for misinformationI did discover that the sales agent was off process and confused the movers programProtect Your Home does not allow an account “freeze” where the billing is pausedThe billing will continue until the services are relocatedWhen listening to the call, this was not properly explainedDue to the misinformation, I have allowed a full release from contract without penaltyMs [redacted] was satisfied with this resolutionI was going to submit coaching for this agent, but it appears he is no longer employed hereThis call was placed over a year agoI 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

January 31, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN RE: [redacted] Complaint No [redacted] AcctNo [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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, the consumer would like the $rate agreed upon My records show the new paperwork was sent to ADT and the rate has been adjusted to the lower $rate If the consumer would like to further discuss this, I can be reached directly at 317-860-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]

Revdex.com: I just have a few comments: they stated that we were passed due in February 2015, I am questioning why we received a check for an overpayment on our account dated 02/20/if we were passed due We never received anything saying that they were transferring our account to another provider in Our payments were due on the 21st of the month Why did they begin calling before the payments (1/18, 1/19, 1/20, 1/22,1/25) were due and a few days after the payment was due? In some instances we hadn't even received the bill and they were calling us We do not want this reported on our credit report as we have documentation that we received our bills past the due date If you don't receive a bill how do you know you have a payment due We will be sending the balance of on 09/to the collection agency as stated on this complaint 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 if they agree not to report it to the credit bureaus Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I would like the option of having me released from the contract, as offered and find that this resolution would be satisfactory to me Regards, [redacted]

May 27, Revdex.com of Central Indiana NDelaware St#2020Indianapolis, IN 46204-Defender Security Company DBA Protect Your Home Priority Way South Drive, Ste Indianapolis, IN Re: [redacted] ***Complaint No [redacted] AcctNo [redacted] Dear Ms [redacted] , This letter is in response to the complaint # [redacted] by [redacted] .By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systemsWe have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systemsOnce the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT After reviewing Ms***’s rebuttal our records indicatethere were five payments in which Ms [redacted] disputed which is included for yourrecordAlso attached is the receipt showing the check Protect Your Home receivedon April 02, in the amount $We also included the two receipts of monitoring that were not disputedfor your recordsMs***’s account was changed to monthly invoicing on May21, The invoice for July has not been generated yet, however should bemailed out on the billing date she selected The accounting office received the payments that Ms [redacted] madeto ADT directly on March 25, in the amount of $ We received a check from Ms [redacted] on April 2,in the amount of $towards the outstanding balance, caused by thedisputes with the financial institutionMs [redacted] does have an outstandingbalance of $ We have waived thisowed balance on the account, due to the delay of funds being applied.Additionally, I have switched Ms***’s billing to monthly invoicing so herbill will be $ ($monitoring + Invoicing + $5.03(sales tax) =$66.02) Again we 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

March 28, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders INCDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN 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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT Summation of Complaint: Owner of complaint requests refund due to cancellationAcknowledgement of Resolution: Offer Pendiregards to Complaint # [redacted] , we have carefully reviewed the matter and bring forth the following recommendationsThis matter has been reviewed and we stand with the present decisionClient has spoken with several different representatives (most recently Dante), and has been informed that they were cancelled by ADT due to nonpaymentMultiple attempts were made to inform the client of the matter with no response until recentlyClient voluntarily paid the reduced BOC offered by Dante Matters relative to system issues, client was previously advised by our representatives of the clause in the contract, that stipulates (Article 27), in which “same service” appointments are required prior to the system being deemed “inoperable.” Client failed to have “same service” system issues that were scheduled for serviceAt this point, matter stands as resolvedWe find no fault on the part of how the situation was handledWe apologize for any inconvenience this matter has contributed Regards, Customer Loyalty Representative Protect Your Home ADT Authorized Premier Provider

March 20, Revdex.com of Central Indiana NDelaware St#Indianapolis, IN 46204- Defenders IncDBA Protect Your Home DBA Protect Your Home Priority Way South Drive Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [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 systemsWe have been an ADT authorized dealer since that sells and installs ADT monitored security systemsOnce the security system is installed, the contract is then purchased, billed, serviced and maintained by ADT In summary, Ms [redacted] states that she was quoted a monthly rate of $and not $She was set up with Pulse, but was advised that her rate increased because of this featureShe would like the rate initially offered Ms [redacted] contacted Protect Your Home on January 11, in regards to an ADT monitored alarm systemShe paid $for the installation fee and schedule her installation for January 16, She was set up with Pule level which allows her to access her alarm system through her smart phone, tablet, or computerThis rate starts at $The rate of $does not include Pulse access As a resolution, she was offered a $Visa to cover the rate difference between $and $She accepted thisI 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]

Reviewing I show account holder spoke to account services department on 04/and $was "paid" on 4/22/ The balance of $will be submitted to Billing today for processing The customer is aware his account is still active/monitored and is happy to keep PYH services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I was not physically here for that day cancellation periodWhich that day cancellation paperwork is not given until after installationSo I am a bit confused as to how these people think they are right, They are wrong and this will be escalated to the news and other places so people are aware that Defenders/ADT is nothing but scam artist and to steer clear of themThere are plenty of reports on Revdex.com website about them as well, this isn't like it was a one time thingIts on going and I WILL BE SURE TO PUT AN END TO IT Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that they did not include the entire truth hereYes I did go with the cell monitoring system as the installer was at my house and told me he was NOT a telephone guy and he did not pull the needed phone wire to monitor the system, as the sales representative said Originally I showed him where AT&T has my U-verse system and he chose a different location to install their panel Due to this, I had no other option than to go with either the cell monitoring for an $per month or a pulse monitoring for and additional $per monthThis was not told to me when the sales representative over the phone made my quote, so this was the major issue to me and due to this, the final resolution we agreed upon was for ADT to come remove their system, which they have doneIf you do the math, $per month for years ( months) is $and the $or even their last offer of a $visa card they offered does not cover the added expense, just as I told Virginia, their cancellation representative All I wanted was the agreement made between their sales representative and myself Regards, [redacted] ***