Protect Your Home – ADT Authorized Premier Provider

No stars!!! Horrible!!! ADT should not allow this company to sell there products. Horrible customer service got charged $ 425 dollars when it was supposed to be $ 99 and it takes over 2 weeks to get it back. Never got any of my gift cards for the installations.

I finally got the problem resolved… all it took was a chargeback on my credit card for every charge that was made on the property I moved out of and no longer owned. Chargebacks apparently get the attention of ADT corporate. Then they had the NERVE to send me a bill for early termination fee. WTH???
I made one more call to ADT, finally reached someone who actually looked into the matter and saw that this was a system move, and linked the two addresses together and VIOLA! the EFT went away, and they did NOT dispute the chargebacks. I also instructed my credit card issuer to NOT authorize any charges, so they are blocked from auto billing me anymore.
When the EFT gets cheap enough, I am dropping ADT like a bad habit. Any services I may need between now and then, I will specifically tell them NO PROTECT A HOME. Unethical, probably in other aspects their operation is illegal. 5 months later, I am still pissed off.

This company is a SCAM!!! They went into Google business and entered their phone number on other alarm companies pages so you will call them when trying to get another company.
203 complaints on Consumer Affairs. Avoid them like the Plague.

On Wednesday December 2^nd, Protect Your Home (a local branch of Defenders, Inc), sent out one of its technicians, Julius to consult me on an alarm system. Julius and I talked for a couple hours about the alarm system and what things I could do to best protect myself. He was extremely nice, polite and patient and answered all of my questions to my satisfaction. Finally before proceeding with the installation I asked him to confirm the 6 month cancellation policy I heard about when I spoke with the call center. He said he had not heard of such a cancellation policy, but would call his boss to confirm. I insisted he do so before beginning the installation so he put me on the phone with Justin F — t. I told Justin I was unwilling to sign myself up to a 2 year contract otherwise. Julius put Justin on speakerphone and Justin confirmed for me that there was a 6 month CANCELLATION policy. With that information I felt assured that I had time to try out the system and still back out if I changed my mind. As it was getting late we walked through the system and signed the contract on Julius’ tablet for the remote ADT service. I then received an email requesting me to e-​sign to complete my installation that evening. I deliberately didn’t sign this because it seemed like an additional commitment and lock-​in that I was not ready for.
A week later, my wife and I decided after what Protect Your Home calls its «7-​day trial period» not to keep the system. One of the reasons is that we’ve been petrified of setting off the alarm accidentally and there isn’t a way to delay the outdoor siren from going off. Also our HOA doesn’t want us to have an outdoor siren which I really felt was the main deterrent for a home burglar once they broke into the house. No matter the reason, since I was explicitly told I could cancel within 6 months I went ahead and called ADT’s customer service center on 12÷9÷15 to cancel. I talked to several representatives before ADT connected me with Defenders, Inc. customer service. ADT claimed that they were the authorized dealer so I would have to work through them. The person on the phone immediately told me that I could not back out of the contract because the contract spells out a 3 day cancellation period contradicting what I was told my the technician’s boss AND the Safewise representative, Harvey, who set me up with the ADT consult. Defenders, Inc says it will not allow me to cancel. When I heard that, I was completely shocked and thought that there must have been some mistake. I explained how I had been told by two separate people that I had 6 months to cancel my contract. The customer service rep said there is no such policy and rudely cut me off. The information I was given verbally was completely inaccurate and false. Justin clearly did this to lock me into a contract. Defenders misrepresented the cancellation policy and acted fraudulently. I exchanged text messages with Julius, the service rep, yesterday and he acknowledged via text that his manager, Justin Flint, did confirm the 6 month cancellation policy over the phone with us before we started the installation. He gave me his manager’s number to resolve the issue which I’ve posted here, but I have not heard anything back from him despite repeated attempts. I went through customer service again the next day and was treated only mildly better. The rep, George, took down my information. I told him to call Julius but he said there was no need. He said a loyalty department member would call me in about a week. They never did. Instead today I received a call from their collections department to pay the remaining 75% balance on my account.
I also put in a complaint to the Better Business Bureau and I will not relent until I’ve taken it up to the highest levels of the company. Their first response to the BBB complaint completely ignored everything about my case — they just told me I was locked into the contract. I would really hope that ADT, Defenders, Inc. and Protect Your Home would want to maintain good customer rapport and that customer satisfaction would be at the core of their business since they rely on recurring business. Don’t ever sign up with these guys!!! This has to be the WORST customer experience I’ve ever had. I completely echo the sentiments of the other posters, if I could I would post 0 stars.

DO NOT USE THIS COMPANY — I am starting to think I have been scammed by a company who is supposed to protect my home!!!
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!

Buyer beware. This is a THIRD PARTY PROVIDER of ADT Services. The technician that comes out to your home works for a different company than the person you sign up with on the phone. They quoted me one price on the phone, then drew up a contract with a different price. Since I called in to sign up for service, my name was on the contract. However, they made my wife sign the contract and that’s when they put down a different price. I find that to be extremely deceptive. Be very careful with this company.

Had the same experience that all others have already mentioned. Wish I had read this BEFORE calling them.
Getting through to schedule new service was easy, since then, even when I tried to ask a question about installation, I have not been able to speak with anyone and they did not return several emails. This worried me, but I had already cancelled my previous provider, so I went ahead with the installation.
The installers were nice and seemed knowledgeable, but I agree with another’s description as «sharks». They installed upgrades without my approval, then tried to sell me an additional $ 4000 of extremely overpriced equipment, $ 250 for a motion sensor, $ 125 for an open window sensor, $ 400 for a siren… After about 3 hours, came the time to sign the contract, mind you my old system has been ripped out and surprise upgrades installed, including the keypad, so I never knew until signing the monthly service charge was higher than quoted.
Also, all of their equipment is proprietary, with my old system, I could go to any hardware store and install new sensors (about $ 20 from Home Depot) myself once I downloaded the operating manual. Add a new sensors from ADT will cost you hundreds.
I agree with the other’s here, STAY AWAY.

Poor Service, Technician will lie to you to sell you products that do not do what they describe, they will overcharge you and customer service is horrible. Worst Mistake Ive made. I stopped payment with my credit card, so they will probably send me to collections, however Im positive that I will get it removed.
Don’t waste your time with this despicable company!

I made the mistake of not reading the other reviews before having Protect Your Home install a system based on a flier in my mailbox. Fortunately I realized the mistake I had made in time to cancel my contract and have the system removed in the first 3 days.
Protect Your Home tried to charge me over $ 1300 for a security system despite the fact that over the phone they gave me the impression that it would be free or a very minimal cost. I got them to lower the price to about $ 1100 but after I had it installed I still felt ripped off so I called another local ADT dealer. They said they would install the same system (plus a few other items that weren’t included in my original system) for $ 350. They also told me that the monthly service I wanted was available for $ 49.99. Protect your home only gave me the option of $ 52.99, not telling me that that price included some «two way voice» thing that I didn’t care about having.
With some prodding we got them to come remove the system right away (the originally said they would come out in 2 – 3 weeks). It turns out that they put about a 3“x4″ hole in our wall where the panel was. The second installer we had out to put in the new system said that if he had done it it would have been less than half an inch.
Haven’t seen the refund yet, but have been told we should in about 30 days. We will see how that goes.

STAY AWAY!!! I don’t want to write a novel or give this company any more of my time or energy; I’ll be brief… I spent over 3 AND ½ HOURS on hold to speak with a supervisor for a refund for a charge they wrongfully charged me for… and they STILL NEVER ANSWERED!!! I called them from a different phone and ended up getting taken care of within 50 minutes (still a LONG TIME) while still waiting on hold on the other phone. They had better process my refund properly or they are definitely being reported to the BBB!!!

Do not do business with this company under any circumstances. The installer installed the wrong type of system in our house, then told me as he was leaving — claiming it was a mix-​up with the person who scheduled our appointment. So we were left either having to wait around all day for someone to come out and fix the problem, which I did not have time for, or paying more each month for the fancier system. I ate the money because I couldn’t waste more time — which I’m sure was their plan all along. Then the calls started. They have a computerized call system that will call you again and again and again if they think you have a balance on your account — even if they have never sent a bill and you’re fully paid up. There’s no way to stop it, and their customer service reps laugh when you call to complain. Protect Your Home is the WORST company I have dealt with in years. Stay away!!!

This is the worst company I’ve ever been a customer with. They’re a total rip-​off and the installer that came to my house was completely unprofessional and I was ready to kick him out before he even finished. And now that I am moving I have to buy a whole new system for the new house and it’s taken over a half hour on the phone going through multiple people and being on hold multiple times to try and transfer service and the 2 year contract starts all over at my new house! I just want to be done with this company and now I’m stuck with them for more time!
Run as far away from this company as you can!

Please heed the reviews!!! We have several commercial buildings with ADT /​Protect Your Home contracts and I regret it everyday. Complete pain in the ass to deal with. The list of problems is to long just read the other reviews and AVOID !!!
Start here with the BBB and that should tell you something;

Awful service. Terrible installation. The guy they sent out had no idea what he was doing and ADT was no help. Took 8 hrs for a 2 hr installation.

Horrible service. Promiss they will give you $ 100 dollars to signed in and six months later laugh in your face. Mailed a letter to corporate im sure nothing will happen. If I could give them –5 I would. No one istructed me I must contact police dpt and get a permit. My first alrm I got penalized $ 500. Call ADT the guy name josh laugh at my face saing if you cancel the contract you must pay 3 years in advance… the worse service ever!!!

The service is So So So bad, and poor customer serve. I called in to verify my billing questions. However, the operator hanged up my phone before I did. By the way, her name is Denial. I really consider to change another company.

Complete SHARKS. Do NOT sign a contract with them. Totally one-​sided and 75% cancel fee is ruthless.

I own a real estate company and we have used ADT on many properties. In January of 2012 we sold a property and in March 2012, we were told that the new owner had taken over the account, and that we were no longer were liable. I found out today that ADT has been charge our company’s credit card up until August for this account, and also collecting payment from the owner of the new home. This is all after my office spent hours on the phone with this company getting the new owner set up with the account. Today alone, I have spent almost 5 hours calling back and forth between protect your home and ADT corporate, both trying to point the finger at the other, and still no resolve. Needless to say, I WILL NEVER USE ADT AGAIN! On three different occasions (today) the call was drop (or I was hung up on) when they told me I was being transferred to a supervisor, and none of these times did a receive a call back. This most recent time I asked the supervisor if he had my phone number and he responded that he did. I asked if he would call me back if we got disconnected, his response, «If I have time I will give you call back». This company is a complete disgrace. DO NOT USE THIS COMPANY; THEY WILL NOT DO WHAT THEY SAY!!!

Run away in the opposite direction. ADT is bad, bad company.
Google ADT complaints and see for yourself what a loathsome company ADT is.
Alarm monitoring is cheap, ranging from 10 to 20 bucks a month w/​o a contract.

Switched over from another company that could not support the Vonage system. We wanted the same type of keypad as before that indicated with a visible light if the alarm system was on or off. The salesperson LIED to us be telling us that ADT no longer supports that keypad, and we had no choice in keypads any longer — because… get this…“it is safer to have a burglar not know if the system is on or off”!
After the installation was complete we checked with ADT who told us that was completly false. Spoke to 3 different Protect Your Home customer service agents and requested a manager to call back… never received a call back. Checked back with ADT and was told that once the contract has been signed, Protect Your Home washes its hands off because ADT takes over the monthly billing.
Unscrupulous sales tactics! Bad customer service! And only interested in getting your money with a long contract. Gives ADT a bad name as well.