ADT authorized dealer Defenders, Inc. dba Protect your Home Forged contract, did not complete installation Indianapolis Indiana

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.