We set up a consultation after receiving a promotional email to have an alarm system installed. We thought we were dealing with ADT directly, we didn’t realize the company was a third party dealer. We were told the installation would take 2-3 hrs.
The tech was at our home from 8:30am until 4:30pm. Our home alarm system is pre-wired, we added a few additional options to our existing system. The technician was unable to complete the installation. Our doors (with the exception of 1, windows and outdoor cameras were not working; leaving us unable to arm our home.
We were told the installation tech Gregory would return the following day with his manager, a senior technician to finish the job. He didn’t return as promised so we called to cancel. There is a no questions asked cancellation of 3 days and we were within that window. We were offered 2 months of free monitoring and a senior technician to come complete the installation.
That promise was never delivered upon by Defenders. The technician never showed up. We scheduled 3 additional no show appointments. The final appointment the tech (not sr installer) showed up at the incorrect time was in our home for an hour and was unable to fix anything. We called to cancel and were told we would have to pay 75% of our 36 month contract.
We were never presented a contract and did not sign anything. We requested a copy of our contact and the signatures were forged. We have called numerous times to get the problem resolved the only option we were given was to schedule another appointment or pay 75% of contract.
We were told the customer loyalty department would contact us on several occasions. When asked for contact information the only thing we were given was a physical address and an email address. We contacted ADT directly have been told there is nothing they can do bc the contract is not through them.
They advised us to fill out and submit a notarized forgery affidavit. We have completed and submitted the document still have not received a response. We are being held to an invalid contract
1. Installation is not complete
2. We did not sign a contract, my signature was forged. We requested to have an ADT direct installer complete the installation and were told they can’t until defenders/ protect your home terminates the existing contract. Defenders/ protect your home has continued to make several promises but have yet to follow through on a single one.
We have been told several times we would be contacted by the installation team manager, the customer loyalty team and customer service manager, not one of those people have followed through. We submitted our documents to this email address and have not received a response.
We will continue to escalate this by all means possible until this matter is resolved. When calling during business hours we have been told the customer loyalty doesn’t have a direct line.
When I signed my contract I thought I was signing with ADT. When you look on the website or look for ADT on line for ADT that is what it says (ADT Protect Your Home). After I signed the contract I learned they are contractures of ADT. ADT states they only do the monitoring. I had several issues with the equipment not working that is when I found out I was dealing with two different companies. When I signed the contract I was living in an apartment I was told if I moved I would be charged a $99 moving fee but when my lease ended as I needed to move I was told in order to move my service I would have to pay $99 dollars and sign a new 3-year contract ( Like am an indentured servant). So essentially what I have to do is pay the contract out or owe them the entire balance of the contract. If you look at the site its says ADT Protect Your Home, when you call they say they are ADT, and when call 1844511345 The ADT number they will tell you that if you move you only have to pay a $99 fee and you do not have to sign a new 3-year contract. I called today and they continue to lie and falsely advertise.
I inquired on a alarm system thinking that I was speaking with ADT and later learning it was an authorized dealer (Defender Security). I provoded my credit card information to reserve a spot for install. Several days later I got a notification from Credit Karma saying that a hard inquiry was done. I looked and to my surprise it said ADT LLC ADT Security. I told them that I was in the process of purchasing a new home and they failed to inform me verbally about a credit check. At the end of the call the guy played a recording that was a woman's voice.
The recording was 3-4 times the speed abnormal person would talk and I later learned that the message was hidden in the recording when calling in and speaking to a different rep. This practice is unfair and I have a difficult time following people or anything that speaks really fast. If someone has a learning disability or not they will not be able to fully understand or hear the message. I don't know why the recording was going so fast! I'm not sure about what was going on but this practice is unfair and could and or will affect my chances of getting a new home... it took my credit rating down and took my hard inquiries to a higher level.
Beware of ADT installers in South Louisiana who work with Defenders Security / Protect Your Home out of Indianapolis , they are dishonest and not trustworthy. Breon Route was the one who came for the first visit. She came to see if my current wiring (which worked fine) would work on their system. I told her that if she couldn't make it work i wanted her to plug the system back in the way it was, I was assured she would. Instead of taking a picture before unplugging my wires, she tried to make their system work. When it didn't work, she sent someone else to try. He couldn't get it to work. When I ask him to plug it back in, he couldn't because the prior tech (Breon Route ADT representative out of New Orleans) didn't take notes or pictures. They now have taken their equipment and now my system that was working before doesn't even have power going to my control panels. When I put the power on it isn't working because the second tech attempted to figure it out and apparently wasn't able to accomplish what Breon should have recorded in the first place. Once they figure they can't make any money off of you they don't care if they fix what they have taken apart "they aren't trained to install other systems"..... really, well maybe they should train the Installers to take a snapshot before they unplug a working system... a quick photo snap would have saved me and the second tech a lot of headache. All they had to do is plug the wires into the board just as they were before. Breon Route is someone who will tell you what you want to hear even if it isn't the truth, I learned that the hard way. I had to pay out of pocket to get someone to reconnect my wires in my security control panel.
Protect Your Home's employee Sean Mulhern. If you would allow me to explain, I contacted Protect Your Home six months ago and was provided a quote by Mr. Mulhern and ever since then I have received an increasing number of calls, emails and mail through USPS from Sean Mulhern. It started I was receiving about one email and one phone call a month from him updating me on the new price and promotions then it started to become more often. Currently, we are at bi-weekly attempts to contact me and my family I'm not sure how he got my family's cell phone numbers because I did not provide him with any other number besides my phone number and my e-mail address. Sean Mulhern not only calls from a business number with an 810 area code, but he also calls from his personal cell phone as he called me from it at 10:18 p.m. last night and left me a voice mail, which begins with him screaming to somebody in the other room "it's like Survivor Island. Oh, Hello, this is Sean Mulhern again..." the message starts off loud then it becomes mumbling and inaudible. The message is inaudible to the point where you can't even understand the phone number he is leaving, it sounds to me like he is calling from the middle of a frat party while he has been drinking alcohol. When I attempted to contact protect your home I had to employees hang up on me because I asked for a supervisor, then I finally got to speak with someone who claimed to be a supervisor and they guaranteed me that my information would be completely removed from their system. It worries me that Sean Mulhern knows where I live it is apparent that he has me on speed dial and I am saved in his email contacts so simply removing my information from the company's system will not do anything because he has all of my information copied down.
Unfortunately they have become like so many companies and outsource their installations to 3rd party companies. The first time I called, I talked to a local company and they were helpful - but I had to put off the installation for a few weeks as I had just started a new job and didn't have any extra money to spare. When I did set up the installation - I ended up with Protect Your Home out of Utah.The system installed was much cheaper than any ADT system I have ever had. I couldn't use ADT Pulse or any other service via my cellphone as I had been able to do previously. The technician was not forthcoming in information regarding my account - and I did not receive any hard copies of my contract or how billing was set up. He just shoved a tablet at me and told me to sign. Since I did not realize I was not dealing with ADT, I assumed this was the same as the other times I had set up service. Big surprise! They are taking money out of my checking account automatically. Unless I set that up myself, I never let a company do that. But since the information on the tablet was vague, and this was not pointed out specifically - I didn't know.
As to the system itself - it has only worked approximately 2 weeks out of the 4 1/2 months I've had it. I have had 4 service calls. The system works about a day and then breaks down again.
Which leads me to their customer service people. They are extremely rude and talk over you, so trying to explain what you need is very difficult. I am trying to now get out of this contract. ADT says I need to do this through Protect Your Home, but they say that ADT has bought out my contract. So I'm transferred back and forth - and I don't know who to call to get this figured out. ADT's customer service is trying to be helpful - but I'm not really getting anywhere with anybody.
DO NOT LET PROTECT YOUR HOME INSTALL AN ADT SYSTEM IN YOUR HOME. You will just be letting yourself get into a bad contract and situation! Read the other bad reviews here also - I am not the only one. And I am at the point I will probably escalate this into a legal situation!!
Protect Your Home Reviews
We set up a consultation after receiving a promotional email to have an alarm system installed. We thought we were dealing with ADT directly, we didn’t realize the company was a third party dealer. We were told the installation would take 2-3 hrs.
The tech was at our home from 8:30am until 4:30pm. Our home alarm system is pre-wired, we added a few additional options to our existing system. The technician was unable to complete the installation. Our doors (with the exception of 1, windows and outdoor cameras were not working; leaving us unable to arm our home.
We were told the installation tech Gregory would return the following day with his manager, a senior technician to finish the job. He didn’t return as promised so we called to cancel. There is a no questions asked cancellation of 3 days and we were within that window. We were offered 2 months of free monitoring and a senior technician to come complete the installation.
That promise was never delivered upon by Defenders. The technician never showed up. We scheduled 3 additional no show appointments. The final appointment the tech (not sr installer) showed up at the incorrect time was in our home for an hour and was unable to fix anything. We called to cancel and were told we would have to pay 75% of our 36 month contract.
We were never presented a contract and did not sign anything. We requested a copy of our contact and the signatures were forged. We have called numerous times to get the problem resolved the only option we were given was to schedule another appointment or pay 75% of contract.
We were told the customer loyalty department would contact us on several occasions. When asked for contact information the only thing we were given was a physical address and an email address. We contacted ADT directly have been told there is nothing they can do bc the contract is not through them.
They advised us to fill out and submit a notarized forgery affidavit. We have completed and submitted the document still have not received a response. We are being held to an invalid contract
1. Installation is not complete
2. We did not sign a contract, my signature was forged. We requested to have an ADT direct installer complete the installation and were told they can’t until defenders/ protect your home terminates the existing contract. Defenders/ protect your home has continued to make several promises but have yet to follow through on a single one.
We have been told several times we would be contacted by the installation team manager, the customer loyalty team and customer service manager, not one of those people have followed through. We submitted our documents to this email address and have not received a response.
We will continue to escalate this by all means possible until this matter is resolved. When calling during business hours we have been told the customer loyalty doesn’t have a direct line.
When I signed my contract I thought I was signing with ADT. When you look on the website or look for ADT on line for ADT that is what it says (ADT Protect Your Home). After I signed the contract I learned they are contractures of ADT. ADT states they only do the monitoring. I had several issues with the equipment not working that is when I found out I was dealing with two different companies. When I signed the contract I was living in an apartment I was told if I moved I would be charged a $99 moving fee but when my lease ended as I needed to move I was told in order to move my service I would have to pay $99 dollars and sign a new 3-year contract ( Like am an indentured servant). So essentially what I have to do is pay the contract out or owe them the entire balance of the contract. If you look at the site its says ADT Protect Your Home, when you call they say they are ADT, and when call 1844511345 The ADT number they will tell you that if you move you only have to pay a $99 fee and you do not have to sign a new 3-year contract. I called today and they continue to lie and falsely advertise.
I inquired on a alarm system thinking that I was speaking with ADT and later learning it was an authorized dealer (Defender Security). I provoded my credit card information to reserve a spot for install. Several days later I got a notification from Credit Karma saying that a hard inquiry was done. I looked and to my surprise it said ADT LLC ADT Security. I told them that I was in the process of purchasing a new home and they failed to inform me verbally about a credit check. At the end of the call the guy played a recording that was a woman's voice.
The recording was 3-4 times the speed abnormal person would talk and I later learned that the message was hidden in the recording when calling in and speaking to a different rep. This practice is unfair and I have a difficult time following people or anything that speaks really fast. If someone has a learning disability or not they will not be able to fully understand or hear the message. I don't know why the recording was going so fast! I'm not sure about what was going on but this practice is unfair and could and or will affect my chances of getting a new home... it took my credit rating down and took my hard inquiries to a higher level.
Beware of ADT installers in South Louisiana who work with Defenders Security / Protect Your Home out of Indianapolis , they are dishonest and not trustworthy. Breon Route was the one who came for the first visit. She came to see if my current wiring (which worked fine) would work on their system. I told her that if she couldn't make it work i wanted her to plug the system back in the way it was, I was assured she would. Instead of taking a picture before unplugging my wires, she tried to make their system work. When it didn't work, she sent someone else to try. He couldn't get it to work. When I ask him to plug it back in, he couldn't because the prior tech (Breon Route ADT representative out of New Orleans) didn't take notes or pictures. They now have taken their equipment and now my system that was working before doesn't even have power going to my control panels. When I put the power on it isn't working because the second tech attempted to figure it out and apparently wasn't able to accomplish what Breon should have recorded in the first place. Once they figure they can't make any money off of you they don't care if they fix what they have taken apart "they aren't trained to install other systems"..... really, well maybe they should train the Installers to take a snapshot before they unplug a working system... a quick photo snap would have saved me and the second tech a lot of headache. All they had to do is plug the wires into the board just as they were before. Breon Route is someone who will tell you what you want to hear even if it isn't the truth, I learned that the hard way. I had to pay out of pocket to get someone to reconnect my wires in my security control panel.
Protect Your Home's employee Sean Mulhern. If you would allow me to explain, I contacted Protect Your Home six months ago and was provided a quote by Mr. Mulhern and ever since then I have received an increasing number of calls, emails and mail through USPS from Sean Mulhern. It started I was receiving about one email and one phone call a month from him updating me on the new price and promotions then it started to become more often. Currently, we are at bi-weekly attempts to contact me and my family I'm not sure how he got my family's cell phone numbers because I did not provide him with any other number besides my phone number and my e-mail address. Sean Mulhern not only calls from a business number with an 810 area code, but he also calls from his personal cell phone as he called me from it at 10:18 p.m. last night and left me a voice mail, which begins with him screaming to somebody in the other room "it's like Survivor Island. Oh, Hello, this is Sean Mulhern again..." the message starts off loud then it becomes mumbling and inaudible. The message is inaudible to the point where you can't even understand the phone number he is leaving, it sounds to me like he is calling from the middle of a frat party while he has been drinking alcohol. When I attempted to contact protect your home I had to employees hang up on me because I asked for a supervisor, then I finally got to speak with someone who claimed to be a supervisor and they guaranteed me that my information would be completely removed from their system. It worries me that Sean Mulhern knows where I live it is apparent that he has me on speed dial and I am saved in his email contacts so simply removing my information from the company's system will not do anything because he has all of my information copied down.
Unfortunately they have become like so many companies and outsource their installations to 3rd party companies. The first time I called, I talked to a local company and they were helpful - but I had to put off the installation for a few weeks as I had just started a new job and didn't have any extra money to spare. When I did set up the installation - I ended up with Protect Your Home out of Utah.The system installed was much cheaper than any ADT system I have ever had. I couldn't use ADT Pulse or any other service via my cellphone as I had been able to do previously. The technician was not forthcoming in information regarding my account - and I did not receive any hard copies of my contract or how billing was set up. He just shoved a tablet at me and told me to sign. Since I did not realize I was not dealing with ADT, I assumed this was the same as the other times I had set up service. Big surprise! They are taking money out of my checking account automatically. Unless I set that up myself, I never let a company do that. But since the information on the tablet was vague, and this was not pointed out specifically - I didn't know.
As to the system itself - it has only worked approximately 2 weeks out of the 4 1/2 months I've had it. I have had 4 service calls. The system works about a day and then breaks down again.
Which leads me to their customer service people. They are extremely rude and talk over you, so trying to explain what you need is very difficult. I am trying to now get out of this contract. ADT says I need to do this through Protect Your Home, but they say that ADT has bought out my contract. So I'm transferred back and forth - and I don't know who to call to get this figured out. ADT's customer service is trying to be helpful - but I'm not really getting anywhere with anybody.
DO NOT LET PROTECT YOUR HOME INSTALL AN ADT SYSTEM IN YOUR HOME. You will just be letting yourself get into a bad contract and situation! Read the other bad reviews here also - I am not the only one. And I am at the point I will probably escalate this into a legal situation!!