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report scam| Country | United States |
| State | Indiana |
| City | Indianapolis |
| Address | 3750 Priority Way South Dr. Suite 200 |
| Phone | 1-800-689-9554 |
| Website | http://www.protectyourhome.com/ |
Protect Your Home - ADT Authorized Premier Provider Reviews
This company is horrible, I can't beleive they are getting away with scamming customers. They lie and scam new customers. Look at Yelp reviews yelp.com/biz/defender-security-company-indianapolis-2?hrid=ohKMiY_1NjLuSM38qdlJNw
The first month has been a complete nightmare, actually starting with day one. I will be reaching out to the BBB and Attorney General to file a formal complaint.
Here is what happened. We called what we thought was ADT to get a new alarm system since that is what the flyer said. Apparently, it is a 3rd party contractor called Defender. We were changing our old system and we were promised the Sales Supervisor at Defender the equipment which included 17 connectors, 2 remote key chains, glass breaker sensors and motion detectors, a $100 dollar visa card and a monthly price of $27.99 per month. We would need to pay a $99 connection fee. On the appointment day the ADT representative came out, immediately removed our current panel (before the deal was switched) and I specifically asked if he was setting up the panel with a landline unit and he said YES. After he removed our equipment, he tells us that he is unable to give us the equipment as promised and the only way he can get us just some of the equipment is if he signs us up for a bigger package and we could call the next day to downsize back to the rate we first agreed to. He spent 6 plus hours going back and forth with his manager on the phone while he is at my home and it was our first red flag. Since the old panel was taken off (lines were cut) w the rest of our equipment; we had to proceed.
The next day we called and spent over an hour on the phone trying to resolve this. Defender said they would send out another Rep to get us back to the rate we agreed to. The Rep came out and tried to up sale us on keeping the same program and could get it down to $45. We said no our agreement was $27.99. He then said the panel they installed was wireless. He could remove the panel and put a unit on my kitchen countertop (by the coffee maker) leaving us a huge hole in our wall. And that will give us a landline system. So the unit that was installed was not a landline. And he could not install a landline panel in the same spot. Even though my old unit was also a landline unit in the same place. Made NO sense at all and after a long back and forth moment, we told the rep to remove all of their equipment if they weren't going to honor the original agreement and install a panel where it was before. The Rep went to his car to call his Manager, came back and agreed to fixing our contract to the $27.99 and he did something to our panel, had us sign his Ipad paperwrk and left.
A few weeks later, of course, the bill is wrong at $52.99. What a huge nightmare all over again. We call and can only talk to the customer service agent. We have spent so far over 2 days a total of 5 plus hours on the phone. They told me that the Loyalty Department has determined they did nothing wrong. They will not allow me to cancel unless I pay 75% of the equipment and they will not fix this billing issue. They somehow can NOT find the paperwork from the second agent and won't let me talk to a Manager. They said they will send their Manager Maribel (wont give last name) a email and she will TRY to call me back but can't guarantee. They won't give me email/phone # for the Loyalty Department because that is personal information (are you serious?). That is the conversation I had with Jay (no last name) ID 6203541. I am unable to contact anyone else but the customer service representatives.
So I did some research and contacted the corporate office at ADT. They were not surprised by what Defender Security did. They will file a complaint. ADT Rep said she could route me to a Defender Manager. As terrible as my first call was, I am willing to do anything to resolve this. ADT connected me with Thai ID 19273, I asked if he was a Manager, he said no. I asked why I wasn't transferred to a Manager as ADT instructed. He said that he wasn't told to and he is not going to transfer me to a Manager. He would not give me any other numbers to help me talk to a Manager or the Loyalty Department. He also said that he knew about my call with Jay. That was when ADT was apparently still on the line. She heard the difficult time I was given, she told him to get a Manager right now. On hold, she said he lied, I asked for a Manager. Then Maribel picked up & asked ADT to hang up, she was not happy I got through to her. She said she is busy and cannot talk to every customer that calls. She is a Manager who oversees hundreds of reps so she has no time to talk to customers. She said the agents have the same authority as her. I can't believe a Manager has no more authority than a agent. She agreed that this was a huge mess. She said she will try to help me & talk to the Loyalty Department on Monday. She will call me back Monday. That is where I am today. We have spent over 30 hours dealing with Defender over the past few weeks. And still have no resolution!
We have been lied to (several times) by mulitpal people at Defender. We have been scammed since day one and it continues every time we call, being told they will fix it and they do nothing to fix it. We were told we would get one thing and they give us something else. Defender will remove current equipment then charge you double the price after you have no other choice. Reading yelp this is a HUGE business practice and they are getting away with it. ADT Corperate Office is aware of it and they are doing anything to end this dishonest practice under the ADP name! SICK!
Up until last night 10/05/15 I have been setting my security system as if everything was fine since I was NOT contacted via telephone or USPS mail to tell me otherwise. Last night on 10/05/15 I received a collection agency letter to inform me that "Protect My Home" has referred my account to a collection agency to collect a debt. I was absolutely confused and utterly shocked by this and thought that the letter was a scam letter until I started investigating the situation.
On 10/05/15 at 7:15 pm (same day/evening), upon receiving this letter from a collection agency of all things, I immediately called the collection agency and left a message to please have someone call me immediately and then I called "Protect My Home" in hopes that I could get some clarification to this matter after all, I NEVER received a letter, a phone call or anything to inform me of ANY billing issues up until this collection letter. I am still waiting for the collection agency to call me back... AFTER waiting on hold with "Protect My Home" for 30 mins, then being hung up on due to poor connection on their end, then me having to call back and wait another 30 minutes and jumping through several more hoops just to speak with someone who sort of knew what was going on, but spoke poor English. The lady I spoke to stated that my account was referred to collections for non-payment and they sent me 4 letters to my current address, which is a total lie because I NEVER received a letter from them, let alone a phone call. I asked the lady why a phone call was NOT made to me and she had NO answers to this, all she could say was "they sent letters". - I never received one! Furthermore, she would note my account and a "Billing Manager" would contact me today 10/06/15 - no contact and I am not one to sit around and wait. I called and spoke to another lady today 10/06/15, this time she could not locate my account or look me up by my phone number.
After jumping through more hoops, she was able to locate my account and she told me the same thing but added that "there was NOTHING that they were willing to do" and I asked if there was anyone else I could talk to and she said "Yeah, the collection agency". I stated that "I have plenty of money in my bank account to cover my monthly service, fulfill my contract and I was not sure why payment was not being taken out via "EASY PAY". I also said that "I did not understand why a phone call was not made to me before this escalated to this point and I WANT my service". I also asked her "what do I need to do in order to get this straightened out and my service where it should have been and where I thought it was" and she condescendingly said "Ummm, pay your bill EVERY month". I told her "I would have been all over this had I known or had they made me aware that there was a problem". Just like I am on the phone with her. She then said, "Not our problem and to contact the collection agency. Unbeknownst to me, I am 4 months behind which is roughly over $200 and I asked if I could pay my account in full where I PAID my contract off to avoid any billing issues going forward and where my home and family could feel protected like we felt up until last night and all she could say is "pay $1,238.79 to collection agency and then IF we decide to keep you as a customer, I would need to start all over again with forking out 3 years worth of payments with a 3 year contract and re-connection fees etc". - ARE YOU KIDDING ME!!!
The other ironic part about this, is I keep being told that it is out of their hands and to contact the collection agency, yet on the collection agency letter it clearly states Payments should be made to "PROTECT YOUR HOME" but wait, I thought it was totally out of their hands??? I am starting to think I have been scammed by a company who is supposed to protect my home!! I have my own company where we provide a service and I would NEVER treat my clients like this and if there are billing issues, I make phone calls!! Resolution wanted: I would like my account to be reinstated, my phone numbers to be updated once and for all and my account out of collections immediately. I am willing to pay the remaining balance of my contract in ADVANCE to avoid further billing issues but I am not willing to pay twice. Thank you, Diane 763-273-1080