DEFENDERS, A Home Security Company With 1,600 Complaints, Maintained Highest Better Business Bureau

DEFENDERS, A Home Security Company With 1,600 Complaints, Maintained Highest Better Business Bureau


THE ELECTRIC LINE WILL BE RUNNING ON A MODIFIED SCHEDULE UNTIL REPAIRS ARE COMPLETE.>AND NOW TO ARE SECOND EXCLUSIVE INVESTIGATION. HOME SECURITY IS A BILLION- DOLLAR BUSINESS AND ADT HAS LONG BEEN CONSIDERED THE GOLD STANDARD. TONIGHT A SIX-MONTH INVESTIGATION BEGAN WITH A SINGLE COMPLAINT AND IS GETTING RESULTS. Reporter: IT STARTED WITH HER AND THEN WHAT WAS THE FIRST RED FLAG? AND THEN — I NEVER’S SUCCESSFULLY USED IT. LIMA, OHIO. IT WAS GOING TO RUN ME $27.99 TO SECURE MY HOME. Reporter: THAT IS WHAT THE ADVERTISING SAYS. IT WAS SUPPOSED TO BE A FREE PACKAGE. Reporter: SO HE CALLED AND THE TECHNICIAN CAME. HE TALKED ME INTO $1400 WORTH OF EQUIPMENT. AN ESTIMATE OF $12,000. Reporter: STEPHEN IS A FORMER INSTALLATION TECHNICIAN. YOUR AVERAGE STATE IS NOT GOING TO CARRY AROUND A LADDER. Reporter: ADT WAS NOT HIS EMPLOYER. I THOUGHT IT WAS ADT. Reporter: IT SAYS ADT HERE, BUT THE COMPANY INSTALLING THE EQUIPMENT, ON THE 12th LINE OF THE SMALL PRINT, DEFENDERS. HERE ARE THE FOUNDERS IN INDIANAPOLIS. HERE IS A BETTER VIEW. THEY WERE NOT HOME WHEN WE TRY TO TALK TO THEM. GOD HAS BIGGER PLANS FOR US. Reporter: HEADQUARTERED IN INDIANAPOLIS, IT IS ADT’S TOP DEALER. ILLINOIS IS ONE OF THEIR LARGEST MARKETS. OUR INVESTIGATION BEGAN WITH AN INQUIRY INTO THE ELECTRONIC SECURITY ASSOCIATION. WE GOT AN EMAIL FROM ADT. AMANDA BOCA RATON SAID WE ARE COMMITTED TO GIVING EXEMPLARY SERVICE AND THAT IS WHY ADT AND DEFENDERS HAVE CONSISTENTLY EARNED A+ RATING’S FROM THE BETTER BUSINESS BUREAU. THEY HAD 1600 COMPLAINTS. YOU HAD AN A+ RATING. HOW? THEY ALL ADDRESSED THEIR COMPLAINTS AND THEY DO IT IN GOOD FAITH. Reporter: SO YOU CONSIDER SOMETHING RESOLVED EVEN IF THE CUSTOMER IS UNHAPPY AND CLAIMS THE COMPANY’S LINE? CORRECT. THEY CAN MAKE THEIR OWN DETERMINATION IF THAT IS THE COMPANY THEY WANT TO DO BUSINESS WITH. Reporter: DEFENDERS GETS THE LOWEST POSSIBLE ONE STARR ON YELP, THE INDIANA BETTER BUSINESS BUREAU GIVES THEM A PLUS. I CANNOT FIND ONE CASE OF THE CONSUMER WHO BUYS THE PRODUCT AND PAID $27.99. IF THAT IS THE CASE WE WOULD LIKE TO LOOK INTO THAT. Reporter: WE COULD NOT FIND ONE HOME WHO GOT THE MONITORING RATE. DEFENDERS SAID 13,000 HOMES GOT THAT RATE. OUT OF 260,000. ONE IN 20 GOT EVEN PART OF THAT DEAL. HOW LONG DID YOU WORK FOR THEM? WE TALKED WITH EMPLOYEES OVER THE PHONE. DID ANYONE EVER GET THAT ADVERTISE DEAL? NO. IT WAS OUR JOB TO UPSELL THEM. Reporter: CAN YOU SHOW ME A COMPANY THAT HAS THIS MANY COMPLAINTS? THE INDIANA BETTER BUSINESS BUREAU HAS $2 MILLION IN ANNUAL REVENUE AND 92% IS FROM COMPANIES IN ACCREDITATION FEES. DO YOU KNOW WHAT THAT WOULD BE FOR DEFENDERS? I DON’T, BUT I COULD GET THAT FOR YOU. Reporter: HE NEVER DID. FOR PRIVATELY HELD COMPANIES WE DID NOT DISCLOSE FEES. WE ARE STANDARDS-BASED ORGANIZATION AND IT IS THE BOARD OF DIRECTORS THAT IS RESPONSIBLE FOR OVERSEEING THAT. Reporter: ON THE BOARD OF DIRECTORS, THE VICE PRESIDENT. I WILL TELL YOU THAT I TALKED WITH PRESIDENT OF DEFENDERS. HE WAS VERY ADAMANT ABOUT HIS COMMITMENT TO RESOLVING CONSUMER COMPLAINTS. I SPOKE WITH HIM YESTERDAY. Reporter: THAT WAS ON DECEMBER 12 AND HE NEVER CALLED. DEFENDERS IS PROUD TO BE AN A+ MEMBER OF THE BETTER BUSINESS BUREAU THEY SAID IN A STATEMENT AFTER GRATEFULLY DECLINING AN INTERVIEW SAYING THAT WORKERS HAVE A COMMITMENT TO HONEST, STRAIGHTFORWARD BUSINESS PRACTICES. I COULDN’T LOOK PEOPLE IN THE EYES. MY TRAINER REFUSED TO COME DOWN. Reporter: HE REMEMBERS A MILITARY VETERAN ON A FIXED INCOME. WE SOLD HIM $5000 WORTH OF EQUIPMENT. Reporter: AND WHAT DID HE NEED? ABOUT $250. Reporter: THE COMPANY SAID IT PAYS MINIMUM WAGE AND EMPLOYEES SAY OTHERWISE. IN CALIFORNIA, DELAWARE, MISSISSIPPI, THAT CASE CLAIMED INTENTIONAL WAGE AND HOURLY VIOLATIONS. TECHNICIANS THAT HE WAS WRONGFULLY DISCHARGED FOR COMPLAINING TO DEFENDERS MANAGEMENT ABOUT UNLAWFUL CONSUMER FRAUD INCLUDING CUTTING HOLES IN THE WALL. HE CAME INTO THE HOUSE AND CUT A HOLE IN THE WALL. HE TOOK OUT A DRILL. GOT HOLE IN THE WALL. HE IMMEDIATELY DRILLED A HOLE IN THE WALL. NOW THEY ARE GOING TO GET A SYSTEM OR NOW THEY WOULD HAVE TO PATCH A WALL. Reporter: WHEN THINGS GO SOUTH? ABOUT ONE HOUR AFTER THE INSTALLATION. Reporter: THIS WAS THE ONLY PERSON WHO WAS ABLE TO CANCEL WITHIN 72 HOURS. I PUT A STOP PAY ON ANY TRANSACTIONS. THAT WAS THE ONLY WAY FOR ADT TO STOP CHARGING MY CHARGE CARD. Reporter: AND FINALLY, IN CHICAGO — ONCE MEETING WAS CANCELED, THE SYSTEM STARTED GOING OFF IN THE MIDDLE OF THE NIGHT AND THERE WAS NO WAY FOR ME TO TURN IT OFF. I SMASH IT WITH A HAMMER. AND THAT I PATCHED THE WALL MYSELF. Reporter: YOU SMASHED IT WITH A HAMMER? IN THE MIDDLE TONIGHT? YES. YOU WOULD HAVE AS WELL. Reporter: DEFENDERS IS NO LONGER HAVE AN A+ RATING. THE COMPANY CHANGED THE PUBLIC PROFILE TO KNOW RATING. WE REACHED OUT TO ADT FOR ADDITIONAL COMMENTS AND FOR ITS PART IT HAS NEARLY 3500 COMPLAINTS OVER THE LAST THREE YEARS AT THE BETTER BUSINESS BUREAU IN BOCA RATON. BOB AND ADT DID NOT GET BACK IN SIX MONTHS AND I HAVE YET TO

Related Posts

Rhino Rack Road-Warrior Roof Bike Racks Review – 2016 Ford Escape – etrailer.com

TravelSmith RFID Wallet with AntiTheft PacSafe Features

CONFIRMATION. CONFIRMATION. OH CONFIRMATION. OH YES! CONFIRMATION. OH YES! I CONFIRMATION. OH YES! I JUST CONFIRMATION. OH YES! I JUST
How to keep your mobile safe with Sophos

Leave a Reply

Your email address will not be published. Required fields are marked *