Protect Your Home

I have been an ADT customer since OCT Prior to this installation, as an [redacted] Insurance member, ADT was the primary and first choice for home security The ADT representative I scheduled the installation with did not provide the same billing information when the ADT/Defenders requested after my security equipment was installed Actually the installation was delayed because I called Defenders to verify the installer’s request for an initial payment using a credit card After installation, I was told by a Defenders customer service representative paying an additional $a month is required to receive a monthly billing statement However, I never received a monthly billing statement Defenders continued to charge my credit card Over the past several months, I have made several attempts to rectify this billing/accounting problem with your company I’ve experienced rude, inexperienced and confusing customer service from your customer representatives when I’ve tried to

September 22, Revdex.com of Central Indiana EWashington St., Ste Indianapolis, IN Defender Security Company DBA Protect You Home Priority Way South Drive, Ste Indianapolis, IN Re: [redacted] Complaint No [redacted] AcctNo [redacted] Dear Ms***, 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 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 [redacted] ’s complaint and located her account Our records show she did have an appointment set for 9/9/which had to be rescheduled as the technician arrived before she was home from work Another job was set for 9/20/and was completed as scheduled We apologize for any inconvenience or frustration that the customer may have experienced and we appreciate the opportunity to address her concerns Sincerely, Marla W [redacted] Customer Advocate Marla.w***@protectyourhome.com

September 17, 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: Mrs [redacted] *** Complaint No [redacted] AcctNo n/a Dear Ms***, 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 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 Mrs [redacted] ’s complaintWe have sent an urgent request to our regulatory compliance team and asked that the address of: [redacted] as well as the names of [redacted] and [redacted] be removed from our direct mail marketing database Please allow up to hours for our database to be updated 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 [redacted] Customer Advocate [email protected]

I purchased an alarm system from this company that was monitored from ADT, I shorty after called and wrote a letter via us mail and requested to use the six month guarantee since I was dissatisfied with the alarm system, I never heard any response, now I have a collections letter from [redacted] for $I want them to collect their system and remove this from my credit report

STAY AWAY FROM ADT AND THIS COMPANY!!!!! I sent a request online for ADT got a call in less than ten minutes from MattAfter talking to Matt I was not set on going with ADT he said let me get some help to make this workWas transferred to a supervisor Palmo employee id and was given a deal I was good withInstaller was at the house less than hours laterInstaller comes in and installs the main panel and then starts talking about the systemAfter reviewing the accessories we elected to remove some items to upgrade some other itemsThis is where it gets good, wait for itI am then told the monthly charge is going to be $I tell him I was quoted $and he said oh that is for a system with a land line and there is no phone line where you asked for the panel to be installedProceeds to tell me that he is going to cut me a deal and him and his boss will pay the difference out of their own pocket from the quote to the actual amount for the first year but after that we would have to pay the full amountI disagree with the offer and I inform him that if ADT is not going to stand behind the quote then we do not want the serviceThe installer takes everything down leaving a inch hole in my wall and damaging the wall around the plug and leavesI start making phone calls to find out that I was never dealing with ADT and it was DefenderI get transferred to Defender and Cindy at Defender tells me well this is what we have and they are not going to charge me for something that I do not haveI tell her so basically you are agreeing with me that this is wrong but that I am just up a creekHer response was well if you want to put it in your own words then sureI ask to speak to someone who wants to listen to my customer complaint and to which she responds "Really, Really Really [redacted] did you not hear me when I said you are not one of our customersYou elected to not be one of our customers when you sent the installer awaySo let me just see if decide how we can assist you." At that time I was put on hold and hung up on after minutesI call ADT corporate and after talking to two different individuals and then Jade in customer relations I was told well we will notify Defender of your experience but at the end of the day it was not with ADT WOW what a way to do business

Problem also contains Contract, Advertising/Sales, and Customer Service issues Invalid/Unauthorized Withdrawals from Bank Account Along with the mislead conceptions of the alarm services that I’d receive altogether (which is explained below), I’ve had ADT for less than days, and unauthorized/questionable charges have already been deducted from my bank accountOn December 17th, ADT deducted $from my bank accountI contacted ADT on January 3rd when I noticed the charge inquiring as to why $was withdrawnI was told the first payment was supposedly a prorated of the month of December and payment of January which still seemed to be much counting the prorated amount so I was skeptical of the charge Then, while checking my bank account on January 3rd, there was yet another charge of $which I know is invalid, because of the explanation of the $98.77, so I already have a distrust of having auto-withdrawals set up with ADTI have attached the documented invalid charg

Bait and Switch Advertisement stated "FREE Home Security System" yet representative spent hours up-selling me to a $1,system That's hardly free After he installed the system, I found that he had stolen an electrical cord from my prior At&T system – he said he could use it, and I assumed that meant in my new system Therefore, that is deceptive and outright theft He made absolutely no effort to demonstrate the system, which I find appalling I used for a week before I realized the system wasn't being set at night or when I was out The entire call was about him getting a commission and stealing my old power cordBait and Switch Advertisement stated "FREE Home Security System" yet representative spent hours up-selling me to a $1,system, without explaining other options such as fire alarm, which I specifically wanted That's hardly free After he installed the system, I found that he had stolen an electrical cord from my prior At&T system – he sa

September 15, Reference: Letter of Complaint to Revdex.com against ADT/Defenders On April 23, Two guys one name AARON introduced himself as the supervisor and newly hired name Erick from ADT /DFENDERS,Inc.dba Protect Your Home company came to my home at [redacted] I explained my problem that I’m having several vandalism had occurred in my front yard and by garage front driveway and the street I requested of installing an OUTDOOR CAMERA that can track, photograph, alert me AWAY FROM HOME and can check remotelySo I can find out who the vandals are They went back to their car, came back to the house and started installing the cameras both pointed towards street front of the house and the other one pointed towards the yardI was told that all the functionality of the camera that I wanted are installed and good to go and it will photograph when a vandals come They had me signed an electronic in IPAD Tablet in a

We signed up with ADT then changed our mindThey removed the equipment from our houseNo problemWe Paid with a credit card then disputed the chargeThe charge and credit have both appeared on our credit card statementHowever, Home Defenders claims that we were credited twice but will not listen to my explanationI have sent them a statement from my credit card company saying that my dispute was resolvedThey have ignored thisThey have been calling us one or tow times a day, six days a week, for the past several weeks I believe they have made a bookkeeping error in their accounts receivable department or they have an issue with their credit card processing company but they apparently refuse to explore that avenue

I contracted with protect your home without my knowledge while thinking I was contracting with ADT At no time during the presentation was I told that I was contracting with protect your home protect your home sold the collection process to ADT, I missed payments to ADT and protect your home turned over the account to a collection agency, in the meantime I had payed ADT Protect your home refused to re-instate the account and ADT refunded my payments If I had known that I was not contracting with ADT direct I would not have signed the contract Protect your home misrepresentaved themselves by not disclosing their true identy and placed a ADT sign on my lawn At no time was I told that they were not ADT I was told by a ADT by a ADT representative that their policy was not to turn over accounts to collection agencies when accounts had been paid and would reinstate contracts ad

In May 2018, my ADT system was installed by a Defenders technician who informed me and my spouse that an updated camera for the doorbell would be available in two monthsWe were told that we would be able to upgrade to these cameras from the indoor cameras we added to the basic account In total, we added over dollars worth of equipment in anticipation of our move to a larger dwelling In July 2018, approximately two months after installation, when I contacted Defenders to request the upgrade as specified above, I was informed by an agent (employee number 19274) in a recorded call on July 23rd that Defenders was trying to "cut down" on practices like the one mentionedThe promised equipment moreover would not be available until September and January 2019, respectively That agent arranged a call with the technician and the supervisor, capturing the details of the call on a recorded lineEmployee returned to my line to confirm that the technician had indeed repeat

On 5/23/Defenders came to install an ADT alarm system in our home: We paid the first installment of $ On 5/26/we submitted a cancellation notice in the required day time period On 5/31/a representative from Defenders came to our home to remove the equipment However, offered us a different package and subsequently removed a substantial amount of equipment At this time, he offered us a 50% discount which made our new total investment $before taxes With the new agreement, we were to receive approximately $in a refund and owe no more installments We waited several weeks for our refund with no results We called again and On 6/22/another representative came to our home and convinced us to allow him to "make things right." He offered to us, in addition to the refund and 50% discount, a free month of service On 6/28/18, $was taken as an auto draft from our bank account for the second installment According to the documentat

This is more information about Case number [redacted] I've been given so much conflicting information that Protect Your Home needs to be recognized for it's fraudulent practicesI purchased a home security system through what I thought was ADTIt was never communicated to me or pointed out to me in the contract that Protect Your Home was a second party managing the contract, and that only ADT was in charge of the installation - only I was never told nor was it pointed out in the contract what the cancellation stipulations wereI thought what I was told from ADT was exactly what I was getting, from ADT - "I can cancel anytime", which through ADT I can cancel with them anytimeHowever, it was never made mention to me that Protect Your Home managed the contract and would collect if I were to break the contractThis is a complete deception transaction and Protect Your Home needs to be held accountable

I truly don't understand how this company has an A+ rating unless Revdex.com is no longer a reliable resourceWe ordered service from these guys after purchasing a new construction homeI will say that the technician was on time and extremely polite but that's the end of the good part He began to sell us a system that as far as I could tell was extremely overpriced and far beyond what we actually needed His statements were full of contradictions in how he would describe a type of forcible entry but back it up with saying well if they entered that way then this other feature would detect them all the while talking down about the other feature such as the motion sensors After everything was all said and done we decided to cancel within the day cooling off period, which I highly suggest you do as early as possible, but they refused to cancel the account The first excuses I heard was that they didn't receive the fax First of all who really uses faxes anymore? Wouldn't it would have been better to request a docusign signature for cancellation or do it in the form of a secure pdf emailed back to them To make matters worse they didn't have a problem taking money from my account before the ink dried but took well over weeks to refund my money which I actually haven't received yet The new technician with a different local owned business was so [redacted] off that they were creating a bad name for ADT as a whole was livid He couldn't believe the equipment we were sold and kept asking if we had been broken into as the tactics used on us are the same tactics you would use on burglary victims since they are in a vulnerable state When cancelling I told him they gave me a hour window to have the equipment removed and sent the tech who installed the system and he showed up minutes before the end of the appointment window He said it's a method called slowrolling They hope you will get frustrated and cancel the appointment thus missing the cancellation window/agreement In the end I would suggest anyone steer clear of this company and look for other local dealers with a better track record They currently hide behind the name of Defenders or Protect Your Home Their customer service is extremely rude and they have a bait an switch method in their sales tactic The rep we had sold us motion sensors and smoke detectors, way too many for our size home and layout, but only installed the smoke detectors The new company that came out didn't charge for equipment, a savings of almost a $1,000, gave us better quality hardware, and provided no installation fees and a lower monthly rate If you use Defenders remember you were warned

I feel that I was misled/manipulated by the company in two ways (1) I contacted this company to inquire about an offer to reactivate service at a lower price, around $per month The offer was agreed to over the phone and an appointment was set up At no time during the call was I told that this offer would not be honored if I did not have a landline connection When the installer arrived, I was told the monthly rate would go up to over $per month because it had to be over a cellular connection Had I known this in advance I would never have agreed to such a rate I do not feel this is an ethical business tactic An important detail that would make such a big difference in rate should have been revealed to me before I agreed to their offer, was charged $and set up an appointment (2) In addition, during my initial phone call, I was told the $fee would be refunded to me in the form of a gift card At no point during this initial call was I i

Hard inquiry applied to credit report after I stated to manager I did not want to give SS# and did not want my credit run as my call was to end mail I called the number on mailing to ask them to remove me from list- they ended up double teaming me and convincing me to come out after several attempts and huge hesitation from meThey asked for SS# to which I asked why and said I was not comfortable giving, as I have awesome credit score and did not want them putting in a hard inquiry As of 1/19, I have a hard inquiry from ADT that made my credit score dip under I called and spoke with rep # who opened a ticket # [redacted] with the loyalty department as I want to dispute this unauthorized inquiry to my credit reportI was told they would call within hoursI called back one week later- 2/and spoke with rep # who stated case has been opened and again, should have heard from them in hoursI was informed calls are recorded for security purposes so it will be c

I am in shock that I have just experienced what everyone else has below in the commentsIt is a bait and switch scamThis is not ADT, but a "dealer" of which I was not aware when I allowed this company through my doorADT does not stand by the "month-satisfaction guaranteeThey have told me that I need to cancel through Defenders (after only days of service in which the install was incomplete and what was installed did not function after hours)Defenders refused to let me cancel because of the 3-day cancel policy, even though the technician assured us this was not the case the day he installedThe installation tech stated that he would finish the install the next week because he didn't have all the components in his truckHe never returned and thus delayed our ability to cancel the services within the allowed window of time Disgusting, unethical business practices by both ADT and Defenders

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

We had received a marketing postcard in the mail, called ADT and they assigned Defenders are our local dealerI don't recall the name of the salesperson who came to our home but he was very professional, polite and just doing what he was trained to do (which is why I gave stars and not just star like this company deserves) First thing they do when they come in --- drill a hole into your wall, install the keypad and THEN sit down with you and talk about priceBEWARE! Do not let them drill or install anything, lesson learnedThat should of been a red flag for me but going off of ADT's reputation, I ignored those red flagsNext, the free equipment I was to receive, quickly became over $1,000k which they don't tell you about in advanceSo with a hole and a keypad on your wall it's either pay that or downgrade to below what they were offering for free and even then, I still had to pay out $for "Free Equipment"Now, our salesrep did offer some good advice which we also added - by going with a sim card vs landline as the landline can be cut from the outside causing the alarm to not respond to the monitoring station and we gladly paid for that upgrade but there are lots of hidden fees and fine print so do yourself a favor and read everything carefully Fast forward, alarm system is in our home and then the keypad begins to act upThe door is wide open during the summer and suddenly the keypad wants to arm the doorWhen you try to cancel the arming process, the alarm soundsSo I called ADT - they couldn't tell me what is going on and had no record of any kind of alarmThey redirected me back to Defenders whom I tried for weeks to reach with no responseJust as a little test -- I submitted a new service request on the website and within an hour I got a call from someone wanting to make a new salePoint They do not care about existing clients, only new onesIf you've already given them money, you are a priority but not as much of one as those first time customersThey only see dollar signsIt really scares me, ADT or Defenders had no idea what was happening with my alarm panelWhat if I was being held hostage or there was a real emergency? Just a very scary thoughtI do not recommend Defenders or ADT

This company is horrible to work with! I had a contract for a city address and moved the system to a rural homeWe had the cell phone (pulse) service and wanted to keep it! It took two entire days for them to install the system (day one was literally from 8am to 9pm and the tech returned on a Saturday for another hours!!) at the new home and they hooked it up via landline the first day "to save their behinds" - in the words of the technician; when we stated we did NOT want the landline service! They completed the work while I (the account holder) wasn't at the new location - they are also not supposed to do this! They also signed the contract for the first day even though I expressed concern that the service we wanted won't be installed until the next day - the technician stated they couldn't leave there until the contract was signed and the system was up and running somehow - the same day, but it was not working properly!! They continued to lie, hooked us up to a gateway which