Protect Your Home

I called the ADT and asked for a camera system because I already had problems with my gates, the ADT sent me its rep and how they always want to sell everything to help little to improve the priceSo we closed the package, and on the day of the installation, the ADT was in my house until pm and could not finish the service, informing that he would have problems in the towers; (strange the installation day the system does not work), and the cameras, which are the ones requested by my person, could not be because they are out of cameras, and the same that informs you that I would come back on another day to finishAfter a few days the installer returned and installed of the 3, and never came back to finish the After all this happened, I decided to cancel the service because it was never finishedAfter several calls to the ADT, he informed me that they are not responsible for the installation, but for the defendersI do not call Defenders to ask for servicesBut I try to cont

I don't recommend this companyExtremely poor customer service The following complaint against the customer service is long but it may help your future decisions
This complaint is to highlight the disappointment customer service and lack of concern for customers' safety displayed by this company I was left without proper protection for more than days I would not recommend this company to anyone I would like Revdex.com to investigate this company, and I would like Defenders to look at the person who was scheduled for my 4/appointment who never showed but submitted paper work that the service was completed
On 4/4at 845am I contacted Defenders (689-9554) I spoke with someone from the company to ask when my appointment was to re-apply the sensors that needed to be removed I was told that my appointment was for a specific day but at 11-3pm block I told them that I never asked for that time because I don’t get out of work until 430-5pm I was never told that this appointment would be cancelled, but the representative took it upon themselves to cancel my appointmentIn addition to that unilateral decision, the representative never asked me for another date
I contacted Defenders again and spoke to Representative (855am) I had asked to a manager but the representative indicated to me that he doesn’t have a supervisor
I called again that day on 4/and spoke with Michael #asking to reschedule an appointment, as I had not cancelled the original appointment Michael left email with Manuel @ 915am, but no one called him or me back to discuss this issue I then connected with #Sheila at 445pm Sheila tried calling Manuel at 450pm 3x but no answer
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On 4/at 827am I spoke with Sahara and asked her about rescheduling me and the previous day’s incident, and she told me that she had supervisors: RegManager – Levi and On Call Man – Paul Neither responded to my request to connect with them, but Sahara set up appointment on APril 13th from 11-3pm ref* I asked to be on call for possible bump up ref #*** I then was transferred to customer care and I spoke with Hannah (manager is Paul) at 9am I was told to call customer care 800-689-to check if tapes reviewed by Loyalty Dept
I spoke with Customer Care on 4/at 428pmI spoke with a person named Sunshine and her supervisor Sam They listened to tapes, and agreed there was a miscommunication that I never said to cancelled my original appointment In compensation, a Visa card for month of service fee was offered Turns out I have to pay $to activate this card
**The 4/appointment (11-3pm) no one showed up Person indicated it was servicedMy concern is that he/she would have had to have me sign off on the work I would like that paperwork reviewed, as I never signed for that day **
On 4/at 9am I called and spoke with Jasmine (138521) and Supervisor David (90009) Emailed and called service workers, promised to get back to me He called around to let me know no one had called him
On 4/ am Spoke with team about situation from Saturday Indicated an email and call would be placed to resolve issue
4/645am
Kiandre (140222) sent me to Amy (#GNU) set up job # *** Defender should call me if not then call billing 800-689- In a follow call that I made, I was told that my appointment was for 4/– again scheduled without my knowledge
4/26/I made arrangements to be here and David did show up to service the work in a timely manner
I had to initiate several calls to this company, as I did not get responses in a timely fashionI was offered a $certificate for the initial business error, but I have to pay $to get it started I would think that I should be offered months of compensated services for the time I had to take to call and set aside for this issue that took over days to resolve Finally, regarding the service provider who was scheduled for my home on 4/and never showed up but who submitted paperwork that the job was completed, I would like him to be docked that fee and dismissed from his positionHe is not trustworthy

On 10/5/we had a sales representative from what we thought was ADT come to our home to speak to us about ADT home security Upon his arrival, we spoke to the gentleman about the advertised price of $and how we needed the one camera for the front door He assured us that the $would be the set monthly price We asked specifically because we had quotes from other security businesses and also because we are on a tight budget and account for all our monthly spending When he had finished installing the new control panel and the camera, he said he needed $upfront We were surprised because the advertisement said free installation and we already had all the sensors on the windows from previously having ADT as our security when we first moved in about years ago He called his manager and after several minutes he came back in the house and said that they would give two $Visa gift cards to offset the balance and that they would arrive in 4-weeks We then sign

I clearly requested, on a recorded call, that I wanted to make certain that the contract for service would be canceled if/when my Grandmother passes away, as her home is the home serviced by the contractI even called back to make sure that this would be the caseNow, more than a month after the security system was installed, ADT tells me that if the contract is in my name then I will still be held responsible for the balance of the contract in the event of my grandmother's passingI've contacted Defender and gotten 'the run around'They were clearly informed that I wanted the contract to cease should my Grandmother pass away and proceeded to ask me for my information without informing me that the contract would then hold me liable for the balanceI even asked the installers the same question and was told the same thing, that if my Grandmother passes away I would simply need to provide a death certificate and the contract would then be voidedThere were a total of three separate

I called to set up a "free consultation." The sales person asked for the last of my social (not my whole social), never said my credit would be run and promised a FREE consultation in which if I wanted to move forward I would sign a contract and then my card would be chargedMy card was charged times for different amounts and my credit was run without permissionI was never asked nor was it implied that my credit would be run and I did not give any permission whatsoeverI have disputed this with them and they sent a letter saying they obtained verbal permission and would not remove the credit inquiry (Donna F sent this letter)It is my understanding that calls are recorded, so I would like to hear the proof that I gave any kind of permission to them to obtain a credit inquiry

I have contacted Defenders time to get a certificate for my insurance companyEach time I was told it would be sent before end of day Still waiting daydlater

reviews
4/16/
Complete bait and switch and very disingenuous marketing!
They sent me a marketing piece in the mail saying that installation was free, monitoring was $per month and I would receive a $gift cardInstead, installation was $280, monitoring is $per month and gift cards are very difficult to redeem
They came to my home saying that my system would cost a lot more to install and monitor because I don't have a landline in my homeAlso, they email you forms to redeem the gift cards, but they require a significant amount of paperwork and require that you send in a cashiers check/money order for a shipping and handling feeClearly, they make it as hard for you as possible to redeem these gift cards
They said installation was going to take 2-hours and it took 5-6, partly because they installer took a lunch break in between
My installer was Greg G***His phone number is ***

The business is overcharging me when I am only to be paying $27.99/monthly as stated in the signed contract along with the information provided by the representative I was also paying for services that I was not even able to use because the technician did not install the sensors in my home correctly

After repeated attempts to repair my system, it was determined that it was not able to be supported and that they would release me of my contractI spoke to the local service manager, Adam, who said it should all be taken care ofI called customer service to confirm and the lady I spoke to on August 16th said that Adam only noted it on the work order but not the account so she was sending him an email for confirmation and that once she received his response, she could back date my cancellation months since that was the most she could back date the account and that I would receive the creditI had been dealing with problems with my system since it was installedI only received a partial months creditAfter repeated calls, I was told I would have to speak with the manager that cancelled the account, Melissa, and was given her numberAfter repeated calls and messages directly to her, I am at a loss on how to get the credit I was told I would receive on August 16th

My complaint has a number of issues: Customer Services, Product, Sales, Service, Billing and most important Refund
On June 29, 2016, I thought I had call into ADT to purchase a security system for my home The representative who answered was a gentleman, I asked if this was ADT he said yes, so I proceeded to order the security system He stated, to complete my order he needed my bank information which I gave for the installation fee in the amount of $My account was debited for $At my request I ask if the security system can be installed after 4:pm, which the representative said yes At the end of the call the representative said thank you for calling into Defender Direct and hung up I immediately call the number which was on the website and got ADT, who informed me that Defender Direct is one of their sub-contractors
On June 30, 2016, the representative came and install the security system, and I purchase extra equipment for my security system which was the h

we got a new ADT system, bad sensor and goes off when helicopters fly over setting it off,have to by pass or it goes off in the middle of the night,contacted them ,no show for the service call,,call again them they put me on hold for mins and had to end the callcall back another person puts me on hold ,then tries to get hold of techs ,nope rescedual,dont know if they will show up I told him,all this after they people that you call dont know about their own censors and how they even workSAD got a week to decide wether even to keep the system

The tech lied to meThey acknowledge the tech lied to meThey refuse to refund meI've contacted the NJ Division of Consumer Affairs

On December 3rd, I had defenders come to my home to install a security systemFirstly, when I called to initiate an account setup and have a technician out to my home to install a security system, I specifically stated that I wanted camerasWhen the technician was at my home, on December 3rd, going over the packages that ADT offers and we were discussing camera optionsI was told that I was going to get three free cameras plus a couple of door sensorsNo one bothered to tell me that the cameras require a wifi signal in the homeOnce that was disclosed to me, I was offered three motion sensors in place of the camerasIt didn't dawn on me until after yhe tech had left that I was only given two motion sensors, not three, and two door sensorsSecondly, I was being charged almost the highest monthly rate, even though barely half of my home was technically "secured"I was told that it was because of the phone application access to control the security systemOn December 5th, 2018, I faxed my "notice of cancellation" to the fax number provided on the formI had a printed confirmation of the fax, but called on Monday the 7th of December to confirm from a live agent that the notice was received, it was receivedI was told that it would take hours to process the cancellation and I would receive a full refund as soon as a technician could come to my home and uninstall the equipmentLastly, during the hour period of cancellation, defenders charged my bank account for the first two months service, after they had received my cancellation noticeI waited for several days and they never called to schedule the appointment to uninstall the equipmentI was given multiple different excuses as to why the cancellation was being handled so poorlyI decided to contact my personal banking institution to file a claim and for the bank to settle the matterMy bank returned all of the funds charged to my account, plus any fees that were charged due to the overdraftI was not notified that defenders were still going to charge my account after they received my cancellationThe following week, a technician called and scheduled an appointment to come and uninstall the equipmentDefenders removed the equipment from my homeI don't agree with the company charging my bank account before they got around to processing my cancellationI believe that defenders should extend the period of time between installation and the first charge for monthly services to at least 12-daysThis would give a long enough grace period to alleviate this type of debacleTheir practice of doing this is not fair in the slightest to their customers

We are first time home owners building a new homeWhen we started the process for home owners insurance our insurance company recommended that we get home security system and that ADT offered discount to their membersSo I googled ADT to get information and a quoteI called the first 1-number I saw and they said there was a $deposit required to get someone to go out to my house but that if I didn't want the service I would get immediately refundedA few days go by and I never received a confirmation email for the appointmentAnother week goes by and nothing so I get worried and I search Google again for the number and when I call they say they can't find my name or information in the systemWhen I checked my bank account there was a charge for $So I called againThey said I must have gone through an authorized dealerAt that point they had no way of figuring out who I originally spoke toI immediately called my bank and cancelled my card for fraudThen at in

On December 1, this company charged my *** *** credit card a $installation feeAfter installing a non working alarm system on 12-and charging my *** *** credit card an additional $and$78.38, I cancelled the contract within days and asked for a refundAfter getting no response from them about when they would pick up the equipment and give my a refund, I contacted *** *** asking for them to intervene On 12/23/ one of the managers from Defender came and picked up the equipment and called the account office while he was here to request a refund be issued immediately
I checked my credit card statement and saw that *** *** had issued me a credit for all three Defender transactions and stated that they will notify the company for a refund I started receiving numerous calls daily from Defender starting around January 11th When I was finally able to answer the call, I was told that they credited me back $and that I now owe them $

Contract clearly says $per month for security charges Witnessed discussion with sales/tech agent confirmed total price per month Then found them planning to charge $78/month Further, $"rebate" in form of gift card to be given Card will only be supplied with application for rebate sent in with a $handling fee payable only by money order or cashier's check, creating a significant hurdle and reducing value of rebate to $less the cost of getting those forms of payment This was AFTER agreeing to significant upselling of the product

I had Protect your Home installation on 2/13/We decided to cancel the install on 2/15/by sending our NOC by fax
The customer rep George on 2/16/told me they received the NOC by fax and proceed the appointment for uninstall of the device on March 5th, Which I am fine with itProtectyourHome will email me cancellation email
I was charge twice on my credit card $by protectyourhome on Feb 1st and than again 2/14/$For some reason protectyourhome decided to charge $+ tax /month for my contract but my contract clearly show I am supposed to get charge only $+ tax The $+ tax prorated for month of Feb and March totaling $ Total of $on my credit card already chargedNot to mention the frustration we faced when we had to argue with your sales rep and technician about their sales tactics during installation
I never got cancellation email so I called again after few hours and spoke to ConnieShe informed that canc

We had ADT installed in our home for about months nowSince then they have had myself and my wife working on the system a few times a week when we have time to call themThe system either has no service or it says that doors are not shut but then at or in the morning it will chime saying that the door finally shutThe guy that installed it was only trying to get me to buy more stuff when he was putting it inHe couldn39t even get it contacted to my phone like they said it would said they would have to do that in a day or so and that has not happened yet eitherSo they done got me for about another dollars for the sensor that tells you what door opensBut they finally said after me and my wife could not get their product working that they could send a tech out to check it but if it was something that we should have done that they would charge us an hourly rate of like almost a dollars an hour and also a service feeSo we told them to go ahead and come out whateve

In the summer of I received a flyer from ADT about turning my existing alarm back on I have had alarm at two different homes and I never had any problems with ADT The only reason that I turned my off was because I received a letter from my local sheriff office stated that they do not respond to home alarms any longer At the time we were going to be taking a trip in August so I thought this would be a good idea The first apt was made and gentlemen came out to my home to get my old system up and working, after hours they were still working on it and I had to leave so they stated that would schedule to come back because they needed to order something anyway I never heard from the company about setting up a new apt so I called back and they sent out a different rep He stated that my old system would not work and that he had to install a new wireless system He started the install process but again he never finished the installation He stated that he would have to

I cancelled my agreement within the days, fax a copy to them a d called themThey charhed me and now are refussing to cancel because the mail was posted marked the next day
NO WHERE DOES IT STATED IT HAS TO BE POST MARKED
It states DATED which it is
ProtectYlourHome is a croked company