Defender Review

My Name is Rosalie Peoples and I am beyond upset with the misconception that took place with Defender. I call ADT in March responding to a flyer left in my mailbox for a 27 dollar promotion for ADT home security. At the time of the call, I was told that the contract was for two years at 27 a month. After completing the discussion the representative he asked me when I wanted to schedule installation? I explained to him that I was not fully moved into the home and that with my job I traveled, this was the reason that I wanted the service. I also informed him that I had not transferred my internet phone and cable services to the new home. The representative response was I could schedule a date for installation and if I could not keep the date I could always reschedule. I decided to do this. I requested a reminder call in order for the technician not to arrive at the house and I was not home, it was stated that this was protocol anyway. I was under the impression that this phone call clearly indicated my expectations for what I was ordering. | Upon the initial phone call as a reminder for service, I explained to the representative that I was not home and would have to reschedule. The phone representative assigned me a future date stretched out a few weeks. Upon the second call which was made by Alexander Smallman who identified himself as the technician who was at my home to do the installation. I explained to him that I was not home at the time. He asked how soon I could be home and I explained to him that I was not in the State. He asked if I could have someone to come to the home in order for him to complete installation and I explained that I could not get anyone for that date which was 5/26/18. I explained to him that I would need to reschedule anyway because I still had not had my services transferred. Mr. Smallman’s response was, that was not an issue because I could have my service installed using cellular service. He neglected to mention that by doing this option the cost would change from the 27 dollars promotion that I had originally requested. He also asked if I could have someone to be at the home for installation and if so he would be able to come back to the home the following week. I thought that this would be great since I was not home often and I was still under the impression that I was working within the promotion that I had requested when first establishing the service. After deciding to move forward using this option when the representative phoned me she scheduled an appointment for Tuesday the 29 of May. | I was able to get someone to be at my home that day. The technician arrived and as I was informed by the person who was there for the installation that the technician was trying to convince him to sign up for additional services. The person sitting at the home reported to me that he explained to the technician that he did not want to make changes and suggested that the techinician speak with me. I couldn’t understand this simply because when phoning in to establish service I informed the initial representative of the services that I wanted to sign up for. After the services were installed the person who I had sitting at my home for what I was told would only be needed to be present for installation phoned me to make me aware that everything was done. | After arriving home on Friday, June 1st and reading my emails, I saw I had an emailed copy of a contract that stated I had a 52 dollar service that was for 3 years and my initials and name was on these copies. I immediately phoned the toll-free number and was informed that I would have to call back the following day due to the office being closed that I needed to contact. | I phone the next day and my initial contact was with Bernice, she stated that she was not able to help me because she was an ADTrepresentative and I needed to speak with a Defender representative, but she did explain that no one other than myself should have been present for the installation. She gave me another contact phone number to follow up with. Upon calling this number I spoke with Phil. I explained the reason for my call. He first tried to say that my person in the home for the installation signed documents and I could not understand that because as I pointed out to him, that while reading the forged contract it clearly stated that since I initiated the service I would have had to be the person present for the installation anyway and not no one else and could not understand how the technician could or would allow anyone else to do any signing of any documents. Also my person who sat for installation stated to me that he never signed my name to any documents. Phil told me that I would have to speak with someone on Monday because it was nothing he could do for me and insisted that I sign a form stating that my person sitting in the home forged my signature in which I was not going to do since he reported to me that he never signed anything. At this time the call was dropped. | I immediately phoned back assuming that the call was dropped accidentally since the conversation ended so abruptly. During this call I spoke with Chris who also informed me that it was nothing that could be done because the office that I needed was not open on the weekend. He did state to me that I should have been present in the home and that the technician should not had been negotiation any changes with anyone other than myself, he also reported that if I was not present the tech should have not even installed the equipment. Chris stated to me that he could request that the correct office phone me on Monday upon their return. At this time due to me calling outside of the operating hours as well as due to the weekend I have already passed my cancellation day which I read was on 6/1. | Monday 6/4 which was 6 day past the installation date. I had not received a call from Defender, so I phoned them. I spoke with Cynthia who informed me after I explained to her what had taken place that the technician should not have installed without me being present and that she would email me a form for cancellation. I asked her about the signature that was on the contract that I clearly didn’t sign because I was at work at the time of installation. Cynthia stated that my sit in person had to sign. After explaining to her that he told me that he didn’t sign any documents she explained that they use a tablet and all the person had to do was press a button and my signature would be placed on all documents. To me this is an easy way to performing fraud, how could anyone allow for a person other than the person who name it is to do this. | After a few hours of not receiving the email, I phoned the toll-free number back and was informed by a rep (Kenda) that the contract was binding even though I explained that although its stated on the contract that I should have been present and wasn’t how could that be a binding contract? I asked about my original contact and what I had originally requested and was told they didn’t have that information and people upgrade when the tech arrives. As I stated, I was not present to agree to any upgrades. She also stated to me that I had something called pulse in which I have no idea of what this is and she stated that since I didn’t have my landline phone the service was higher. I explained that the technician never explained that this would increase the cost when I explained to him that I had not transferred my service and when he suggested I take this route to have my services installed. At this time I realized that it was no use to continue my conversation with her and decided to make contacts elsewhere. | I am very displeased by this awful service and would really like to be issues a total refund of any and all money paid. On the contract it states that I should have been the one present for installation and the tech never told me this when suggesting that I have someone to come to my home to sit for the installation, I never signed any documents stating that I wanted a 52 dollar service for three years. When I explained to the tech that my services had not been transferred and he suggested that I use the cellurar service to get installed he never made me aware that this option was outside of the 27 cost that I had originally agreed to. The device has falsely gone off daily since having it installed. I constantly receive daily false report calls and it is annoying especially when most of the time I am not home, or even in the state in which my home is in. I also see on this contract that the tech should have explained the cancellation terms to the customer. Since I was not present for the installation this could have never been accomplished which also put me at a disadvantage for ending this service. | I need someone to get back in contact with me, I am running into brick walls with the representatives since they are stuck on forcing me to keep a service that was put into place using underhanded methods. |


Name: Defender

Country: United States

State: New York

City: Cheektowaga

Address: 840 Aero Drive

Phone: 1-855-293-(7253)


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