Defenders - Defender Direct - ADT - Defender Loyalty Bait & Switch - Removed and took original alarm keypad and Power adapter West Palm Beach Nationwide

Saturday, February 27, 2016 early morning, a Defender technician named Luis Lasalle, account #xx814, who I thought was ADT, arrived and we began building a system to our houses needs. Once all areas of concern were covered, and after some time and several calls to his supervisor we also finally agreed on a price that would work on both ends. He began to work first removing my original alarms power supply plug in adapter by the systems control box in the laundry room, and the arm/disarm keypad by the front door. I mentioned I would like to keep all the old equipment for use elsewhere, he said sure, and left both devices on my laundry room’s washing machine.

Now, after several hours have passed installing new devices and going over some of the systems features, he once again stepped outside making a phone call. Eventually he came back in and stated our agreed price was now no good and will be $800.00 more than quoted before installation. Now frustrated, I didn’t agree with the new amount and directed to please remove everything new just installed. Luis did remove all devices installed and apologized over and over.

Luis didn’t reinstall my old devices, nor did I ask him to because I felt bad thinking he was told it was ok to do the install as quoted, and now after all that work and a wasted day had to remove everything. I even tipped him $20.00 right as he left. Less than 30 minutes after he left, I was getting ready to reinstall my old system devices, just to find out they are nowhere to be found anywhere.

I believe, originally, he didn’t actually believe he took my devices. He was placing all the sensors in a Tupperware type bin as he collected them along with all the other devices as he was removing them from the windows, doors and walls. But, it was the same bin he placed my original old alarm devices in on top of my washing machine. I think they were buried in the same bin and forgotten about. I also think eventually he thought, after I have called complaining several times and was probably asked, “Ok, let me check my truck and double check if they are actually in there.” May have found my old devices, but wouldn’t admit this to the company because he already said several times he didn’t have them. I don’t know, they’re not worth a whole lot. I have small children. The door and window chime are extremely important, along with the alarm protection. But now, I have no alarm at all, where I did have at least a working alarm.

As of now, you have left me waiting to hear back from a department called the loyalty department which was supposed to have sent me an email I could respond to with an invoice of all missing parts and damage itemized. No such email ever arrived. I have attempted to reach Sierra or Sara Compton 317-808-7863 with no results other than this email I am supposed to receive.