Protect Your Home

Review: I called ADT to install a home security system in my house in September, 2012. The offer for installation came through an authorized dealer, [redacted], and included a $99 dollar rebate. I paid my bill, had the system installed, and have paid ADT for monitoring since. I called [redacted] to inquire about the rebate in February 2013, and they told me it would likely be issued in March. In March, when I still had not received the rebate, [redacted] told me a $104.99 credit on my credit card in February attributable to Protect Your Home, another authorized ADT dealer, was in fact my rebate. Since then, Protect Your Home has been calling me multiple times a week to collect a bill for installation. They have also claimed I am no longer eligible for the rebate. I have explained to Protect Your Home that I paid my bill in October, and they claim that the February credit was a "refund" for a cancellation of service. I have never asked for my service to be cancelled. Protect Your Home has refused to provide me my rebate, refused to correct their paperwork error, and refuses to cease calling me multiple times per week.Desired Settlement: I would like the phone calls from Protect Your Home to cease. They can zero out the $104.99 bill they have, or they can send me the $99 rebate and I would be happy, upon receipt of the rebate card, to pay Protect Your Home the $104.99. I am not willing to pay a bill and no longer receive the rebate I am entitled to as a result of an error by Protect Your Home.

Review: Since on or about 11/12/14 I began inquiring to find a home security system. I had talked to several Home Security agencies and decided that Protect your Home through ADT would be what I thought/assumed the best for my family. I have talked with several reps with Protect your Home to get the service updated in the home I am living in, as it has some prior ADT security features installed. I was told by [redacted] I needed fax a document/bill to [redacted] to provide proof of residency in the home as there was a question about a previous/past bill issue; I did before the week of 11/19/2014 attentioned to NAPE . I CALLED days later to make sure my fax had been received which it had and I was told we were to move to step two which was to schedule the install. I was told an adult would have to be present and provide a check for 104.94 for the re-install which was (99.00 and I assume taxes). There was an adult at my home, with a check made to ADT Protect your Home in the amount of 104.94. To my shock and dismay I find out at that time either my husband or I have to be present to sign the contract before the work is done. This had not been explained to me prior to the scheduled date to have an adult there to sign the contract in order to get the security system installed in my home. SO, back to the drawing board...... I re-scheduled the install when it was feasible for my husband to be there on 12/16/14. He adjusted his work schedule and meetings to be present and signed the contract to be told after he signed the contract that this was NOT TO INSTALL/ACTIVATE any services; only to sign the contract and that we would be contacted on the install date. Please understand, but this time I am become a little upset with the back and forth, confusion on the part of what I thought to be a very well oiled machine meaning I assumed they were professional, on top of the game and about business. On 12/24/14 I get a call from a rep from Protect your Home to say there was an issue with a possible previous bill and I needed to provide proof of my current residence. I was in the midst of completing my Christmas shopping and could not write his name down; at that time I told hike I had submitted over weeks prior and someone had been to my house to get my husband to sign a contract, collected a check -by the way did I mention they collected a check for 104.94 for an install that has never occurred and they need to get their ducks in a row and provide a service to me there would be some issues. The gentlemen apologized, promised he would make sure I was /contacted to get my system installed and to this day nothing has happened. I called on 1/6/15 spoke to a rep, was put on hold, I had to hang up to go back to work, when I called again on 1/7/15 and spoke to Jamie to give a summary of what I just stated and she promised me someone would contact me in 24 hours or less. She had record of me calling the previous day and I told her I had held as long as I could, had to return to work and hung up before a resolution could be made. As of today 1/12/15 no one from Protect your Home/ADT has called me, my check for 104.94 has cleared the bank on 12/4/14 and I don't have a security system.Desired Settlement: 1. I feel I need a refund of the 104.94 and the install to include the upgrade of the contract as we discussed over the phone in numerous conversations. Also, there was suppose to be a 100.00 Visa card to be issued once the check cleared.

2. What do they feel they need to do to regain my trusted feelings as a consumer and the way this situation has been handled by Protect your Home/ADT and their unprofessional manner.

3. Any upgrade we deem necessary without any increased in monthly fees (they have cashed my check).

4. An apology!! We have made several provisions to have someone in the home and due to their lack of detailing and information we have been inconveinenced and lost time at work.

5. Assurance once the home security system has been installed, this is an iron clad security system, professionally installed and I don't have to worry that I do not have the proper home securtity set- up.

6. My home secuirty system installed within two weeks of the date of contact from ADT.

7. A transfer of my home security sysem free of charge if I should move.

Review: 7/4/14 I called [redacted] to make changes to my [redacted] account. The phone call was answered by [redacted] with Protect Your Home (I thought she was with [redacted]). She was sooooooo nice & explained how we were eligible for an [redacted] home security system for $39.00 a month (I had been wanting a security system and medical alerts) & that would include a touch pad (received), doors and windows (received 2 doors & no windows), (2) medical alerts (received), (2) smoke alarms (received), outside visual monitor (did not receive), siren (did not receive), key chain remote (received), motion detector (did not receive), yard sign and window decal (received), 24 hour monitoring (never activated)and a guaranteed home insurance discount (did not received - not available in our area). Every time I asked her if it included something, she responded, "it includes everything!". There would be a $99.00 charge up front that would be refunded at installation. System was installed 8/13/14. The installer, B[redacted], left phone# [redacted] for us to reach him with any problems or concerns - this is not his number. [redacted] had given me her phone# [redacted] in case I had any questions. Tried to reach her for days and left messages but did not receive a return call. Finally on 8/27/14, after becoming very frustrated, I faxed in the cancellation request (was suppose to have been returned by 8/18/14). Expenses incurred so far, 7/4/14 $105.58, 8/13/14 $319.19, 8/15/14 $59.83 for a total of $484.60. Our bank has agreed to reverse the charges pending an investigation. EVERY MORNING!!! we receive a call from [redacted] trying to collect. I have asked them not to call that we are not paying them anything. The system was never activated, we have received no security and we want to be rid of this situation. I have made numerous attempts to resolve this. I have been told that it has been referred to the "Loyalty Dept" for review and we will hear something within 3 business days. This excuse has been given twice. My daughter has called on my behalf to try to help resolve but has also gotten the runaround. My husband is 86 years old, having heart issues and has been recently hospitalized. We don't need this at this stage in our life!Desired Settlement: Pick up the equipment that was installed and never activated and LEAVE US ALONE!!!!!