Defender Direct, Inc.

IMPACT OF BEING A RETURN CUSTOMER OF PROTECT YOUR HOME

In the first week of July 2014, I scheduled to move my service from Lakewood, CA (Account number 10402120) to Artesia, CA. I was told by ADT to contact Protect Your Home and they will handle everything related to the move. I called and spoke to Protect Your Home and they scheduled to move me from Lakewood to Artesia on July 12, 2014 and charged me their standard fees and renewed my contract for another 2 years. Everything went fine with the move. No complaints. On July 10, 2014; August 11, 2014; and September 10, 2014, I got charged on my credit as normal for the fees that I am due to pay every month. Suddenly, in September 2014, I got a bill that I will be submitted for collection if I don't pay my bill that has been due for the last 3 months. This was shocking. From here onward, I began my journey of several phone calls with both ADT and Protect Your Home, trying to figure out what has happened. What I get to know from Protect Your Home is that while my service was moved from Lakewood to Artesia, I was still being charged by ADT for 3 months after the move while I was also being billed for the new address in Artesia. Protect Your Home has repeatedly said that I need to contact ADT for the refund as they shouldn't have billed me if there was no service and that the money is with ADT for which I need to call them for the refund. Managers at both Protect Your Home and ADT have acknowledged seversal times that either I will be refunded the money or applied to the new account which hasn't happen since the last 7 months. Today, April 27, 2015, I get a phone call from Lynn (ID 1017908) ADT and they confirmed that the money was refunded to Protect Your Home in September and that I need to contact them to get it. Despite several attempts to get the money back that was charged erroneously and run around between ADT and Protect Your Home, I am still waiting for the refund. Both companies have not shown any will to get on the phone call together to help take care of the issue. Hope this complaint will go the person who are decision makers who can help their team pick up the phone to resolve and also understand what the customers are going through.

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