Protect Your Home

September 22,
Revdex.com of Central Indiana
EWashington St., Ste
Indianapolis, IN
Defender Security Company
DBA Protect Your Home
Priority Way South Drive, Ste
Indianapolis, IN
Re:
*** ***
Complaint No***
AcctNo ***
Dear Ms***,
This letter is in response to the complaint #*** filed by *** ***By way of background, Defender Security Company 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
We have researched into Ms***’s complaint and located her account. Our records show we installed an alarm system for her back on November 26, at *** *** ** *** **. We do have a valid contract signed at that timeI’ve attached a copy for your records. We do show that page and were sent back to her in January to initial the correct monthly rate of $47.99, but she failed to initial those pages. However, the contract she signed on November 26, is valid and will be enforced
Further records show ADT cancelled the account for non-payment and referred the balance to us for collection efforts. Since our in-house collections team was unsuccessful, the account was referred to an outside collection agency of *** * ***. Unfortunately we cannot provide the resolution she seeks. Collection attempts will continue for this outstanding balance of contract.
We apologize for any inconvenience or frustration that the consumer may have experienced and we appreciate the opportunity to address her concerns
Sincerely,
Marla W***
Customer Advocate
Marla.w***@protectyourhome.com

I called ADT Defenders on 1/10/to inquire about a home security system and wanted someone to come to my home to discuss such a systemI was told over the phone that I needed to give them my credit card number before anyone could come outI said that I did not want my card charged because I only wanted an estimate and had not decided on a specific company or secuirty systemA "manager" came on the line and said that my credit card would not be charged because they didn't have my "security code" on the back of the card So, I told them my credit card number and made an appointment for last Sautrday, 1/13/
I then checked my credit card company and discovered that my card had been charged despite being told that it would not beI also discovered the long list of negative reviews and complaintsSo, I called ADT Defenders on 1/11/to cancel the initial appointment and have the credit card charge reversedADT Defenders had not contacted my credit card company so I registered t

The company was advertising ADT monitoring for $a monthA technician by the name of Michael C*** came to my home and promised me that I can get the ADT pulse service for the same price of $a monthThere was also a promise of $refund amount that I never received Upon receiving my first bill, I was billed a charge of $ I contacted ADT And was told that that is my monthly rate, but it is actually $a month When I filed a complaint with ADT that that was not the advertise price nor was it the promise price, I was told that it was in my contract that I pay $a month I had days to cancelWhen I stated that I want to cancel my service because I was promised something different, they said that my three day cancellation was up, I’m locked in to two yearsIf I were to cancel I would pay over $to cancel the serviceThey did offer to downgrade my system so that I can pay the $a monthThey sent a technician to my home to do soThen they off

I lived in Clarkston, Georgia in a Apartment I signed a 3- year contract with Defenders Protect Your Home in July My lease was up in July My first complaint is they represented themselves as ADT I did not find out until later they were a contractor of ADT My main complaint is they refused to move my service to my new address unless like an indentured servant I signed another 3-year contractNo where in the contract does it state that the consumer has to sign another -year contract if they moveI was told if I moved they would move my service for a dollar fee, never that I would have to sign another 3-year contract I have continued to pay for a service at an address where I do not live at for fear of hurting my fico score or them charging my account the full amount left of the contractI currently stay in Newnan, GA and paying for service in Clarkston GAThey also have no Offices in GA to take them to Small Claims courtThe office listed on the contract is clo

I was put on another 3yrwithout my permission Service tech told me that system could be turned back on without doing so as approved by his boss
I had system put in May at rental home and was told that it belonged to me and if I moved I could take it with me I purchased home and took it with me and installed it myself at new residence I called ADT to come turn it back on and when tech showed up I informed him that all I wanted was for it to be turned back onHe told me that I would have to sign a new contract I told him that I was not and that if he could not just turn it back on that we would just leave it alone He then called his boss and told me it was approved to turn system back on without signing a new contract So this was done, after turning it on he asked me to sign his tablet because this was all he had for this job I informed him again that I was not signing a new contract and he told me that everything was good, not to worry because he had approval

Had a system installed on Friday May 20, They say to allow hours for installation but it took double thatThe technician didn't finish till 9pmThat was for starters
My equipment costs wer just under $including tax which I opted for their payment flex pay optionOn Monday the full cost was charged to my bank account when only was to be chargedI called on Tuesday to get the remaining payments refundedThey claimed the technician needed to initiate the refundAn email was sent to the technician and his supervisor to get the refund completeddays later, still no update or refundCalled them back to check on the statusWas told that someone will call me backNo phone call backI called again weeks later and still no update and no refundFinally after the 4th call they initiated the refund process and I was told that it was to be expedited and I should have my refund within 3-business daysOn the 5th business day I called back to be sure my refund

I cancelled service with Defender's dba Protect Your Home on June 20, within contract stipulations and I've yet to received a refund Will refer to Defender's dba Protect Your Home as simply Defender's for brevity
The contract provided to me by Defender's states refunds will be returned to customer within business days.  The signed/dated cancellation notice was faxed to Defender's from a local *** *** with their acceptance on June 20, at 8:PM, complying with the terms of the contract
One part of the refund, a $charge is supposed to come from ADT, who did nothing because Defender's didn't notify them I cancelled.  Another part of the refund is $104.94, from Defender's.  This refund was credited to my account while my bank was in the process of increasing my credit limit.  The account number was the same but had a different expiration date and security code.  The refund could not be processed because of this.&n

Defenders is an ADT contracted companyBoth ADT and Defenders runs a bait and switch operationThey mislead and withhold information on their ads and then do completely different thingsFor example, my contract says + tax which would be around $52, but my account was charged We were also told that there was no installation fee and all of the equipment would be covered since we are new customers, but once the tech arrived at our home he drilled a hole in our wall AND then told us that it would e $for all of the equipmentIn NY and as part of the contract, you have business to cancel servicesWe have faxed the required cancellation letter every single day multiple times and every time we call them to double confirm that they got our letter they mysteriously hang up on usThey also claim that we have to talk to ADT while ADT claims we have to talk to DefendersAll in all, they are doing everything in their power to stop people from cancelling within days for the full money back garanteeAvoid both ADT and Defenders at all costsThey are a complete fraudI can't believe they have an A on Revdex.comThey are insult to all businesses

Last week saturday november I had adt come out to install a secruity system when I first called my credit score didnt work so she told me we can try anyone and can do it for however longI had used my friend *** sherrils social secruity number to get the service she never told me my account would be in someone elses namewhen he came out he installed it before we even signed the recommendation paper or said we wanted it I tried to say no but they had me talk to colin kopper and he was repetitively trying different options he said he would set me up with the ring service and I would get a free camera and there would be no more charges to my cardI just agreed because he keep trying everything I was having a birthday party and he was here for over hours.he never informed or read to me to cancel this account we need to fax a paper we never recieved over within days I called the next day for them to cancel it they were closed I called back monday they informed me im not o

We called ADT to inquire about specific security equipment we wanted in our homeUpon arrival at our home the technician did not have all of the equipment and we did not move forward with installation until he got his supervisor on the phone to verify that they would provide the equipment agreed upon in our initial request The supervisor (Joshua) assured us that he would contact us Friday to let us know when the remaining equipment would arrive and be installed We received no call from him and had to reach out to the technician because we did not have a way to contact Joshua We were told the additional cameras would arrive today Again, we did not receive a call so we had to reach out to them only to find out that they were not going to honor what they promised Now, of course we are outside of the "day" cancellation window, although we told them Friday (the 3rd day) that we wanted to discontinue the service if they were not going to provide what they had promised They int

The technician that installed the system recommended a heat/fire sensor in our attic When the weather got warm it continued to set our alarm off We didn't know where the alarm was, only that it was zone 45, but Defender never recorded what zone was what When we had the first ADT technician out he told us we would have to buy and install an attic fan The second technician just spent 1/hours to identify each zone and he immediately removed the attic sensor and said it should have never been place in the attic as that is not accepted procedure When I contacted Defender to refund me for the sensor that should have never been placed there, the operator claimed they don't refund equipment over days oldWe have had this in days with at least fire alarms going off due to the fact it was installed in a place that it wasn't supposed to be The technician today said we should be "reimbursed for the sensor that was inappropriately installed and a lot more " To make

Company continues to bombard me with spam email to ***I am not their customerI have never been their customerI have not made any inquiries or had any communications with them, except requesting that they stop the flood of trash emailI have never heard of this company, except through their spam emailCompany's advertising contains material statements, it violates Ohio's Consumer Sales Practices Act, it violates Ohio ORC Regulating Electronic Mail advertisements, it is a theft of internet service to which they contribute nothingAll of their emails contain altered headers so the mail origin cannot be tracedOn 9/27/2017, I called the company by phone trying to stop the spam email (I had already opted-out - fat lot of good that did)This company's call center was rude, unprofessional, amazingly bad serviceIt took three calls just to reach a supervisorOf particular note was Erica B*** (who said she couldn't be bothered and hung up) and Mari

Cancel residential alarm system within the day window on June 11thCall customer service line spoke to agent,was told equipment would be picked up and the cost of equipment was going to be refunded upon completionNo further action was needed
Called today 06/19/since they equipment had not been picked up and I was told I was still under contract due to a cancellation form was not received which that was never informed to meI spoke to management and asked to reviewed the recorded conversation to very information since that information was never given to meManager indicated they could not helpMy service has been off since Monday June 11, not once this defenders contacted me for lost signalI was told today June that I’m under a contract since the cancellation never happened and if want to breach the contract I would have to pay upfront $881, not to mention the $already spend on equipment that now for some reason is not refundable

Hi - I was sold a $system December 2015, and offered a visa card for $to offset that charge, which I never received -- then today, contacted Defender, based on referral from ADT to Defender, at 1-800-689-today, 11/29/2016, said they are a different company, not DEFENDER! (however ADT indicates they are Defender), and they cannot reissue a visa card, because it is only good for days, and a redemption code is sent in an email, which I never received This is my first complaint
My second complaint is Defenders sold me the ADT package, for a multi-year contract service I discussed with them that December, the house would be unoccupied, while it was for sale, and I wanted to have the system to protect the property from burglary while it was for sale - and I would need the service for a few months not for years They told me I could transfer it to my new address in Texas after the house sold to finish the contract, or if the new owner wanted to take over t

I have attempted to get my initial payment of $back that was charged to my credit card without my permissionThe original tech charged my account by signing my name without my permissionI asked if I needed to sign anything and he explained that I would get an emailI had already paid a $install fee, and was expecting the sameAfter calling Defenders they sent a second tech to take back equipment that I was charged for to get my $backHe made some changes, spoke with his billing office and I was told that it would take 7-days to see the transactionTwo weeks later, I called to see why my money was not returned, and they explained that I had not returned enough equipmentI explained for the third time, that I just want the system I paid for the original $I don't want or need any special bells or whistles, just what I was supposed to get in the first caseThey say they are sending another tech to take out more equipmentI am so frustratedWhen I explai

I requested the advertised specialThe installer failed to show me the contract and signed it himself by doc-sign with a more expensive planHe also took my existing functional Viv-int alarm system without consentI contacted the office supervisor who stated he would investigate and return callHe has not in weeksI made complaint and received a call from customer retentionAfter several days I re called the Customer rep who stated the local office said they didn't have my equipmentI also was to receive refund of $install charge within business days

Hello I filled out a application on line with ADTThey called me right awayI wanted the Pulse system they were offering with the black inch panelsWe scheduled a appointment for the system to be installedHowever when the tech go to my home he didn't have the right panels I had requestedI told him without the right system I wasn't interestedHe then called his manager and the manger agreed to order the touch screens at no charge to meThe tech left and a few weeks went by and I dint hear anything so I called ADT and they said they were still in orderWe made a appointment for Feb 2nd to install the new panelsHowever I got a call from the tech saying I'd have to pay for these panels to workI then called Steve his manager and she said I had to pay itHowever they never told me this in the beginning or any other times I had contacted themNow all the sudden I owe more moneyThe tech said the amount was for a ihub and the manager Steve said it was installation cos

I started with ADT/ Defenders security system on September 23, and it was *** from day oneThe first week I found out the representative signed me up for the wrong package based off what came out of my account, so they had to send me out $gift cards to keep me as a customerFast forward on November 30, my alarm was set off and ADT called me to let me know and asked me if I wanted the police to be dispatchedI told them yes, I'm at work, my two kids are at school, and my rental office wasn't doing any maintenance workADT said they will call the police, minutes later ADT called back and said the police will not be dispatched because there was no permit submitted to the City of *** Police DepartmentI said what do you meanADT said it was Defender's job to get the permit sent to ADT so they could have it for my recordsAfter countless of phones all day with Defenders to ADT from ADT to Defenders speaking to countless of heartless representatives and a lyi

I am totally unsatisfied with this company's billing practicesI feel I have suffered a nightmare trying to resolve this issue with themI also feel I pay my bill to them as contracted and am one of the last people they should have harassed

Told repeatedly by phone rep and installer that $would be honored as long as I had a modem with internet and they could tap into something called lifeline services in the modem since I told them I would not be getting a landline and wouldn’t get a security system if it was going to be more than $Tech came out today to set up the connection from my modem and said sorry can’t do itAnd now ADT is saying they won’t honor $or let me cancel as I was clear from the beginning I wouldn’t be signing up if it was going to be more than $and they won’t allow me to cancel without a penalty since it’s past daysMy stance is the same as the beginning I am ok with security service for $or less, never getting a landline, told they can use my modem/router and now it’s them saying they can’t use the modem and I can’t vancel without penaltyThis has been one of the worst experi BCRs with a company everThey shouldn’t be allowed to do any business this way