Protect Your Home

It took ten hours to install. After they installed the control box then they proceeded to inform of the high prices that were never disclosed before.

Received a flyer from ADT Exclusive Offer for Former ADT Customer. Now just 19.95/mo. for first 12 mos and ADT Monitoring. $99 customer installation charge. What do you think you get with that? Well, you get an installation person who comes to your home to "Look" at your current system. He takes the box off to look at it and tells you you need a new one. Then he installs the new box. While installing the new box, he severs the box from the landline to make it a cell based system, but does not inform us of this change. Then we sit down and he tells us. "The box and the rest of the sensor install will be $1600 dollars. And, since the system is not land line based now, the $19.95 is now $48.99 per month." "But we already have sensors." "Well, you need these and all of these other things, too." "No, we don't." We eliminated everything we could (remember, we don't have a system now. It's already been uninstalled during the "check".) and got the price down to $442.00. I told him I though the flyer was the biggest scam I've seen. I am still smoking mad. If he hadn't uninstalled our system first (that was the big mistake on our part!) I would have nodded politely and told him we didn't want this service. Now we've got the same alarm system we had, with a few upgrades, but our smoke detector was connected through the landline and when he disconnected the old system it made our smoke detector useless. So, $440 and $48.89 a month ($1763.64 total) for the next 36 months and we don't even have a smoke detector anymore. But, if we had a smoke detector it would be going off now, because I am still SMOKING mad!

They gave us the best rate and the setup was great for ADT system. The installer did have to tell us about other options that would cost more money but he did not pressure us when we declined. We had door, window and motion detectors included. They gave us a week to practice on the new system, but we could call if we were ready to go live sooner which we did. Set up was quick, easy and uneventful. Very nice installer, Phillip Brown. The cost was quoted at a low price, but the bill came from ADT and was much higher. We were told the contract to ADT did not catch up and we will be getting the lower price with a reimbursement for the excess of the first bill. We did the $99 install and are getting a $100 gift card back. 3 year contract is a little annoying but we plan to stay here for a long time.

I wish I had seen this review before I did this, it has been the worst experience of my life. I found them via a link somewhere here on Angie's list but not really sure how. As soon as I filled out a form they called me and my nightmare began. Their installer arrived and immediately went to work setting up a wireless connection even though I said I had unreliable service and had told them I had a land line. He insisted it was the better way to go but never told me until hours later that it cost more money monthly. Then he proceeded to tell me how much more equipment I needed to properly protect my home for only $1000 more. After much arguing back and forth he brought it down to under $20 extra. After they left I started getting all these additional charges on my card. I also found out I needed to purchase a permit from the PBSO for $25 something else everyone I spoke to omitted to tell me. It has taken me well over a week and I can't even tell you how many calls to ADT to try and get this all sorted. The installer never informed them I was land line so my $27.99 went to over $52 a month. What a MESS! I would like to just get it all out of my house and forget this whole thing but now I am in a 3 year contract. UGH!

STAY AWAY!! NOT ELDERLY FRIENDLY!! Defenders' local installer arrived and took charge, fast talking and skimming over details. Installed a system that is "more than needed". The basic package (included free at a value of $850) includes the controller and equipment for 2 doors and 2 windows. For no reason, they upgraded her door sensor to the slimline, added a glass breakage sensor (sound sensor) to the patio door slider in addition to the other vibration sensor, upgraded her "free" keychain remote and sold her an additional full controller...but didn't mount it anywhere, so she could carry it around. They did not notify ADT that she was a new customer so she could take care advantage of their new customer discounted rates. They did not provide her a copy of receipt or agreement with them. Even worse, while ADT has a 6 month guarantee and no-fault cancellation, Defenders (Protect Your Home) only has a 3 DAY no fault. So by the time she was asking for removal, they want to charge her $4000 for the equipment. I facilitated conversations with ADT (very helpful) and Defenders to notify them that without a copy of contract, their 3 day no fault cancellation had not yet started. I asked for the manager (but no, they will not transfer to a manager) and they indicated their customer satisfaction manager would call back. Not surprisingly, they have not. Likely as not, this will go to small claims court soon. Throughout, Defenders works hard to close a complaint, not educate the customer and by not leaving any documentation, prevent appropriate action from occurring. We have submitted a BBB complaint, but have low hopes of receiving satisfaction. STAY AWAY!!!!!

Fine...very professional and thorough

WORST experience I've ever had with any business, ever!!! DO NOT CHOOSE THIS COMPANY!! They lie. They steal. And the crazy part, is after looking at BBB, YELP, and their Facebook page I've learned they do it a LOT. If you file a compliant against this company, and you will. THEY DONT CARE. They have zero desire to resolve it. Ive seen reviews where they fell through ceilings and didn't fix it. They quoted a price then doubled it. Torn up furniture and walls. I've attached their complaints on BBB. Turns out they lie. The bait and switch. The tear up homes. And they don't resolve the issues. The installer who came out from your Dallas office by the name David Moulterie is part of the complaint. I manage a remodeling company who was painting the new home of an ADT customer. They were having service installed at their new home. We were in the process of painting the new home. On Wednesday August 17, 2016, David came out to give the customer a price on a new installation of service. My crew has all their tools in the formal living room which just so happened to be where the key pad was that he needed to remove. David didn't have his drill. As my crew was leaving for the day he asked if he could borrow their drill briefly. Well he kept it. Either by accident or he stole it on purpose. We had just painted that room and when David pulled off the keypad he did so in such a reckless manner he messed up the freshly painted wall. He gave the home owner an outrageous estimate for new service. They said they would call him and let him know but that they had two other companies coming out to give estimates. At that time the home owner said he got angry that they wouldn't sign the contract at which time he stormed off with the stolen drill, and also didn't reinstall the keypad. Rather he left it in pieces on the floor. Davids service and their experience was so bad, that despite them previously having ADT, they cancelled their service with them all together. When I called to complain with ADT, they referred me to "Protect your home". After being on hold for 30 nominated and being bounced around from person to person, I was finally able to file a complaint. This was on Friday August 19th. At which time they said they would call Davids boss and have him call me the next day. Here it is 6 days later and no call. At which time I called back and they say they spoke with the manager who spoke with David, who said he didn't steal it. Obviously. I said "the home owner saw him leave with it". They said well theres nothing we can do about it, call the police. No...... "let me look further into it and have his boss call you." No......."listen to keep the peace we would like to compensate you for the drill". Heck we would have been happy with paying for half of it seeing as it was a used to drill. But nothing. A multi million dollar company could care less about their employees stealing, upsetting customers, and tearing up their new homes. A $150 drill that was stolen by a company that specializes in security. After reading all the BBB complaints and reviews on YELP, I've learned this happens a lot. Don't go with a company who specializes in security, when their own employees steal, tear up homes, and they can't be bothered to call you back to resolve it. My next step is to write a review on BBB, YELP, Angie's List, and send this story to Fox 4 and NBC. They should be ashamed of themselves. [*** Link removed ***]

unknown

From the beginning, I felt that this company did not have its act together and came across as having slimy business practices. They scheduled and cancelled installation three times. When the representative came out, the prices were written on a piece of scrap paper and were highly inflated, to make what we were getting seem like a good deal (they were going to charge originally $4316, then with our "coupon" it came down to $2640 for the equipment that wasn't free. Twice I had decided to go with another company due to the general feeling I was getting plus the multiple reschedulings (Nelson Alarm), but the manager at this company continued to offer me free "upgrades" and deals to stay. Reluctantly I continued with this company. Now I've had wonderful experiences with ADT for years. They were my first choice. The issue seems to be with "Protect your Home" which is not ADT but instead is a provider. Here's where I believe I messed up. ADT contracts with USAA, and in the past I've gone through the ADT USAA provider. They've been fantastic. This time, I called the number on the coupon instead. So for those with prior military service, call USAA if you want ADT and you will get veteran pricing. This company frequently advertises with a coupon, offering a free security system, gift card, 15 door sensors (only if your system already has these, so really this doesn't count), wireless remote control, free camera, etc. I have no problem whatsoever paying for what I get. It's not that at all - it was the way that this was all offered, then wasn't followed through. The plus with ADT itself; the equipment works great. I love the Pulse system. So I'm stuck between using a company that obviously has some poor business practices, knowing that in the end the ADT equipment is fantastic. If I had it to do again, I probably would have stuck with my gut response and would have called Nelson Alarm. I've worked with them as well, and they offer honest pricing for their services without all of this I've had to go through. Or I would have known to call USAA to get the ADT provider through them that offers veterans services. This company really needs to work on their honesty, integrity, customer service, and communication. I'm really surprised that ADT puts up with this. I don't get this feeling from ADT at all - just with this provider. When I signed the "corrected" contact that was sent to me, I only did so after correcting all of the errors. I'm hopeful that these errors can be resolved and that Protect Your Home works to better their relationship with their customers so that they provide high quality ADT service. I'll keep you posted.

<p>It kept going off and my husband was not happy with it. He called and tried to cancel it. They kept saying the loyalty department would call him back and they never did. The next thing you know they said he was past his cancellation time and we were supposed to submit a cancellation form which they never gave him. We have been fighting them for months and they are harassing us. It has been the worst experience of my life. They sent us to collection. I sent a letter to the CEO of ADT and it all got returned. Then I found out that it is Protect Your Home. I guess Protect Your Home and ADT work together. So I don't know what to do. This was not purchased through Angie's List but when I signed up I had explained to the woman and was told to let them know and they would mediate. This has been going on since last October, maybe? They actually came in to disconnect my service and they are still insisting that I pay. I even wrote a long formal letter to the ADT corporate office and they sent it all back. They even charged us to uninstall the service. They committed fraud. They come to your house and sell you a whole package. My husband said okay, fine, do it. They said they were going to charge a monthly fee for the following year. After it was installed it kept going off by itself, like a false alarm. My husband called later and said he wanted to cancel the service. </p>

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Promised-1. Free Camera 2. Free Wi-Fi 3. Free $100 Visa card 4. Free remote for a price of $27.99 per month <br>Actual - 1. No Free Camera 2. No Free Wi-Fi 3. No Free remote and for a price of $59.99 per month (an increase of over 200%!!! <br>Physical installation went reasonably well. <br>Caveat emptor - total failure to live up to their advertised promises. <br> <br>

unknown

unknown

Protect Your Home has the worst customer service people and installers. I happily called to setup an installation and they said an installer would visit my home two days later. I was impressed that they were able to set up new service so quickly.  On the day of the installation, I waited for most of the window but nobody showed up. When I called Protect Your Home, they said that I didn't have an installation for the day. After a little back-and-forth they indicated that they still can get somebody out there the same day. Later that day an installer showed up and worked for several hours to install the panel and sensors. While the install left some extra holes in the wall that I now need to patch and paint, I was generally happy with the level of of effort to get the installation done, even though it took quite a while. <br /> <br /> The issues didn't start until after the installer left. In addition to the extra holes in the wall, the installer placed the sensor for one of the doors too close to the edge of the door frame. This resulted with us being unable to easily open and close the door and also the paint chipped off of the edge of that door due to the door hitting the sensor each time the door was opened and closed. This door became such a hassle to use that we just stopped using that door altogether. The installer also forgot to install sensors on some of the doors and windows. <br /> <br /> When I called to complain, they told me that it would take at least two weeks to send another technician out to correct the mistakes. Again after a bunch of back-and-forth on the phone, they agreed to send a technician out the following week on a Saturday (about a week and a day after the initial installation). <br /> <br /> We again waited the entire time that they gave us for the installation window for the technician to show up. Needless to say, no technician showed up. At this point the kids were hungry so we walked down the street to grab something to eat. About a half an hour later the technician showed up. When I spoke with the technician on the phone I indicated that we were down the street but we could be home in about 10 minutes, after I paid the bill at the restaurant. The technician indicated that he could not wait the 10 minutes and left. When I arrived home about 10 minutes later I immediately called Protect Your Home again. The customer service rep that I spoke with was very rude and stated that we should have been there to meet the technician. When I explained that the technician showed up outside of the agreed window the customer service rep continued to be rude and blamed us for the installation not taking place. When I attempted to reschedule the customer service rep again indicated that it would take almost 2 weeks for someone to revisit our home. Again, after a bunch of back-and-forth they agreed to send somebody out about a week and a half later. <br /> <br /> When I asked if they could provide an extra sensor, the customer service rep indicated that someone will call me within 48 to 72 hours. Again, needless to say, nobody from Protect Your Home called within that timeframe. So yet again I called customer service and was blamed for not being at home for an appointment where they did not show up for the agreed-upon time. The rep called the dispatch team and then told me that they can get out to my place the same day. I thanked her for at least making the effort and indicated that I had to go to work but I could make arrangements to be home the following day or even the day after that. She refused to call the dispatch team back and said today was the only time they can do it or I would have to wait for the other appointment. I again indicated that I couldn't just stay home, as I had to go to work like many people around the world. The customer service rep again refused to help any further and said that that was all Protect Your Home would do. Again when I asked for an extra sensor, she indicated that they gave me whatever they were going to give me and that would be it. I then requested to cancel the service, as I did not have the fully functional system I paid for. The rep indicated that I only had three days to cancel the service and if they did provide a refund it would only be for 25% of what I paid. She claimed that the six-month guarantee on their website does not apply and said I should have cancelled in 3 days if I was unhappy. I explained that I didn?t cancel in three days because I had a follow-up appointment for ADT/Protect Your Home to resolve the issues. Silly me, I actually though the issues would have been resolved. Again after a bunch of back-and-forth, we had no resolution. She also claimed there was no supervisor I could speak with. I indicated that at this point I would sue Protect Your Home should we not be able to reach some sort of resolution. She indicated that someone would contact me by the end of the day. <br /> <br /> You can guess what happened next. Nothing. The day ended and I never heard back from customer service. To add insult to injury and the technician visited my home to complete the installation that day. As I indicated to the rep, I would not be and was not home, as I was at work. The technician and the customer service rep both left voicemails indicating that since I was not home I will need to reschedule. <br /> <br /> I don't understand how this company can stay in business with this level of incompetence at many different levels. Although I have tried to be flexible with them, they seem to not really care about keeping a customer. The messed up thing is that I paid for two years of service upfront just so I wouldn't have to deal with the month to month billing. Although I paid for two years upfront and have receipts from Protect Your Home as well as documentation from the credit card company, I just received an email from ADT indicating that my monthly payment was declined. Again, this makes no sense as I paid two years upfront. I'm really regretting then I got involved with this company. The good news is that this may be a blessing in disguise. I contacted the credit card company and I was able to dispute the charge. They indicated they would reverse the charge if I could not receive a resolution from Protect Your Home. They immediately removed the disputed charge from my account as I attempt to work it out with Protect Your Home and for the bank to do their due diligence as well. <br /> <br /> The funny thing is that when you go to the ADT website, they talk about their six-month guarantee: <br /> <br /> ?We want you to be happy and confident with ADT home security. Should you be unhappy, know that we will do everything we can to resolve your concerns. If we are unable to provide a solution within six months of installation, we will refund the system installation price and pay all monitoring fees after we have attempted to resolve your concerns. Completely hassle-free.*? <br /> <br /> Even after all of this, all they had to do to resolve my issues were these three simple things: <br /> <br /> 1. I would like for them to make an appointment and for them to actually show up when they say they will be here. <br /> 2. Correct the installation issues outlined above. <br /> 3. Throw in some extra sensors for the inconvenience so I?ll have full protection at all entry points. <br /> <br /> If you want to save yourself some aggravation, do yourself a favor and stay away from Protect Your Home. They seem very disorganized and don?t care about keeping paying customers (especially ones that paid 2 years in advance. It?s like free money for them, as I paid for service I didn?t receive). If you like ADT you might be better off buying from them directly. 

unknown

install was fine and timely.  The service and contract with ADT as well as having gone through a local installer has been a nightmare.  I've quoted and re-quoted the actual contract on numerous occasions.  ADT corporate has repeatedly tried to state my contract is 38 months although the contract is 3 years (36 months).  The quality of service for a service company is poor and I've decided to pay the cancellation fee rather than taking their services with me for my next home. <br />

unknown

Sloppy installation work that left me with uncovered wires hanging out <br /> of a hole in the wall. Trying to obtain connection with any one with <br /> responsibility in extremely frustrating. They do have their script down <br /> pat with such verbiage as 'I can definitely help you with that' only to <br /> find out they will give your phone number to another dept. who will <br /> contact you within a few days. They will not transfer you to the other <br /> department so the only choice is for  the customer to hope they are at <br /> home to receive their call or the process goes into a never ending <br /> cycle. <br /> I read the reviews of this company but didn't believe they <br /> and ADT could be as bad as the reviews indicated. I have learned my <br /> lesson. Still find it hard  to accept the installer could have been so <br /> sloppy in the way he left the work undone. <br />

unknown

unknown

The ADT security installation was a total disaster. For on,e the technician or security advisor "Mike" installed the security system wrongfully and ADT admitted it does not work. For two, I never received a receipt, the technician had a tablet that he asked me to sign and told me he would email the "contract and receipt". After several calls to Defend Your Home maybe eight "no receipt or contract". I finally called ADT corporate headquarters and they emailed me the contract. Thirdly, the camera that was installed in the front of my house does not capture a picture of anyone that is entering my house because the angle is off. I paid $487.00 for the camera and a break glass detector that I did not want. Fourthly, I was told that I could not obtain a $67.00 refund for monitoring that was automatically charged to my bank account until their technician revisited my home. I could not get an appointment until 10/15/15 almost three to four weeks after their faulty installation, so I would still e charged although their security system "DOES NOT WORK".In all I should have cancelled the ADT or Defend Your Home contract since they give you 3 days to cancel, however I never seen my contract or receipt until 2weeks later. I warn anyone considering the online ADT promotions run, run, run and hide from them, please don't sign up for this lousy security program. <br /> Freeport, NY resident <br />

When I called ADT to check out the deal I had to pay a $100 installation fee before the installer came out to the house.  I was promised that the Visa gift card is the refund to the $100 installation fee (still never received).  Before I paid the fee I asked if someone can come to analyze the old wired system and see if they can reboot it as I had just bought the home and was not sure if it is worth doing a takeover or having the old wired system turned on again.  The phone rep agreed that she will have a sales rep come out to the home and analyze what I have and agreed that I cannot install that day as I was getting new windows and doors in the home the following week.  The installer showed up to my home  wanted to install right off the bat and promised a second key pad for the upstairs for $27.99/month. <br /> I then discussed with him that I merely had ADT there to analyze the old wired system and outline my options also that I was shopping around for other alarm companies to do my due diligence.   He then proceeded to argue until I spoke to his manager and asked him to leave the home.   I confirmed with a manager on the phone that the deal the installer made was and will be valid for the following week when I will be ready to install.  When the second installer came he installed what he needed to so I can get the deal and then when I signed the contract the o by the way your monthly fee is $56.70 in order to get all the contacts and doors.  At this point he had already installed all of the window/door contacts and key pad before he made known that the promises and agreement I made with the other installer were not valid.  In actuality I was forced into the $56.70 without forewarning and I have witnesses who were in the home with me to vouch for this. I had called ADT to complain about this and spoke to 3 different reps with no avail.   <br /> A few months later I then was slapped with a $50 bill for a permit that they had applied for in my name without my knowledge.  NEVER was I ever told by any phone rep or installer that there is a state law for low voltage alarm systems and I needed to get a permit for my alarm and pay the $50 that ADT covered in my name without my permission.  If there is a state law fine although I have had alarm systems in the past and was never required to get a town electrical inspector on my property but my issue now is that I am mandated to pay a bill that was never disclosed to me.  When I called to question this the phone rep hung up on me...I also spoke to my town contract department and agreed that I do not need an inspection. But again if it's the law it's the law but the fact of the matter is this was done without my approval or knowledge.  <br /> So to sum it up:  <br /> <ul> <li>-STILL have not received my $100 gift card</li> <li>-Out of pocket $28.71/month which is $344.52/year for my monthly contract difference between the $27.99 and $56.70.</li> <li>-and now owe $50 for something I was not told was my responsibility</li> </ul> that make me $494.52 out of pocket this year alone. <br /> I will never do business with frauds again and I am counting down the seconds until I can get rid of this system.  Never experienced a business that takes customers for what they are worth. <br />

Protect your Home call center:  If you can navigate through incomprehensible automated selection options and finally arrive with a person on the line, they are friendly but unknowledgable.  Least to say incompetent. <br /> Scheduling and promptness:  Be prepared for  4 hour window of waiting and the inevitable arrival of the service rep right at the end of the window.  THEN  you need to stay with them for the next 1-3 hours.  Net-net write off a day for them to come deal with any issue. <br /> Ability to deliver:  I have had 5 (yes FIVE) appointments and they still have not been able to get the install done correct.  Oh, an I have been paying for the service since Day 1. <br /> Resolution of problem:  Who knows.  They tell me they only need to install an extender, but every time they arrive, they say no one put that info in the work order, so they don't have one. <br /> Recommendation:  Find ANY other service provider <br /> <br /> <br />

Terrible, ph calls never returned, faulty equip, false alarms. TERRIBLE!!!!! <br />