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Defender Direct



Complaint Rating:  60 % with 87 votes
60% 87
Contact information:
Protect your home
United States
I used to work for these guys and let me straight with you. The employees are paid upon sales commision and feed off of fear to sell you overpriced equipment. They are only out for themselves, first they make you drive your own car from house to house, secondly they hammer and hammer you into pushing extra equipment on customers, and lastly the interview process is extremely loose meaning they hire anyone no drug test required minimul background check. Some of the people they hire would make me more than nervous if they were to knock on my door. Dont fall for their process which is get in the house install the panel and then press hard for upsells by the time the panel is on the wall you have a hole in your wall and are less likely to ask them to leave. Why you may ask, because defender direct knows that you were promised a far superior product but wat you are getting is anything but, so they get the process started then suprise you with additional fees... They offer gas cards and extra incentives to weary potential customers over the phone to qoute unqoute seal the deal, but like any rebate there's a horrible process that comes along with it and isnt even worth it trust me. If you want ADT go with ADT not Defender Direct or Protect your Home believe me it may be a few more dollars but you'll have few less headaches. Remember im talking from experience as a former employee, I flat out quite because it was unethical wat they were doing and it wieghed on my conscience.
Complaint comments Comments (77) Complaint country United States Complaint category Security Services


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D  7th of Jul, 2009 by    -1 Votes
Sound like as an ex-employee, you sucked. 9 times out of 10 you did not quit, you were fired. First off, what is wrong with driving your own vehicle. You get paid mileage. Second, employees do get paid commission, so why wouldn't you push for equipment outside of the base package. Everyone needs so have some sort of windows covered or even fire protection. This company is a business, they charge for upgrading equipment. You find that with every business out there. Companies that do everything for free, do not stay in business long. The gift cards or gas cards are from a independent rebate company and the customers are aware of that. Defender has nothing to do with those, they offer them to customer for the rebate company. Then on top of that you contradict yourself saying the prices are very high but saying to go with ADT corporate whose prices are higher? Seriously man, get a life. By the way, I would like to let you know that Defender Direct, as a dealer, has surpassed the former Brinks Security company to be the 2nd largest installer of security equipment in the world. Only 2nd to their partner ADT. Defender does not just hire anyone. They do thorough background checks. Defender does not discriminate on past job history. They have given hundreds of people the opportunity to start their working life over and the ability to make more money than they ever have. I am a current employee and I have done over 350 installs. I have never had one complaint from a customer saying we were crooks. You opinion is greatly welcomed, but you are way off the mark. Do not be disgruntled at Defender for letting you go, be mad at yourself for losing a job of a lifetime.
A  17th of Aug, 2009 by    +1 Votes
job of a lifetime lolz. what a loser. because i had to drive my car 100 + miles a day it died... and i dont have the money to fix it. so i am now jobless trying to get the money i worked for the last week and they wont give it. WHAT AN AWESOME JOB!!!
N  30th of Sep, 2009 by    0 Votes

Please let me know upfront, before I progress any further into the installer position, what the base pay per install is in the Omaha, NE area.

Would you, please, also briefly describe the training process, including pay amount/method, during that time?

I'm sure you have a legitimate company that does great work with a very large majority of customers being satisfied with the installation and service. By answering the above directly and openly you have a chance here to prove it.

If not answered here, well, I'm sure those will be the questions I ask at any interview. I will not accept any position from a company that will not answer these and other questions openly, completely and honestly.
D  17th of Oct, 2009 by    +1 Votes
ya'll don't know what the hell you're talking about. i am a very satisfied customer who purchased my adt home security system, and dish network sattelite service from that there defender direct, i was treated and respected very nicely and would reccommend for someone as highly as barrack obama himself to have these suckers come and hook you up!!! My life has been so much more of a delight! Can't nobody come up on my premises w/out me knowing, and i get the best porn stations in the country for the lowest ALL DIGITAL PRICE!!! i took that there $50 visa gift card that they sent me and bought my wife a nice little lacey number from the local dollar general, put $20 in my pick up, and bought the dog a bone, and still had time to go to Friche's and get me a burger...which was delicious!!! so ### all ya'll haters, DEFENDER DIRECT ROCKS MY PANTS OFF!!!
N  29th of Oct, 2009 by    +1 Votes
I am a current defender direct - protect your home employee and yes this job does pay well, but I agree with the original poster of this feed this company really beats up your car and the employees / installers the company is very unethical in their practice. I hate my job and I feel like I rip customers off with outrageous prices on equipment ( if it is not all given away by sales ) and I feel like we are always walking into a customers home that feels like they got the old bait and switch, overall this company treats their employees like garbage and they make it very clear we are all very dispensable also no sick pay - no vacation time - very long hours we get to the office at 6:45 am and depending on our day we can get home at midnight with a six day work week only sundays off. When I first started with this company it seemed like they cared more about the customer, but as time has past and the company has grown they are all about the up sells they have lost the care for the customer and the employees. Mandatory unpaid meetings every week from 6:45 am to about 11:30 pm is that even legal?

in short, I did really like my job in the beginning but now I just pray I can get something better with a lot less stress and lies.
N  29th of Oct, 2009 by     Best Advice +4 Votes
Wow Defenderman:

I think its great that a corporate employee would actually come out and say, "Sound like as an ex-employee, you sucked" and "Seriously man, get a life." I would never work for a company that has corporate representatives who speak like this on a PUBLIC forum. You have directly proved the original poster's complaint regarding ethics and morals. I hope everyone who ever considers working for this company reads this entire forum.
D  14th of Nov, 2009 by    +3 Votes
WOW, this is very heart feeling. I just started w/ Defender and just returned from Indianapolis from Tech training, and I will say from the time I arrived to the time I left I was treated with the upmost respect from everyone at D.D. To start off with we do not soliciate the customer, the customer calls us because THEY NEED US, there may be homes and /or apartments that only need the "base" package 1 key fob, 2 doors and 1 motion which would be a security system and would call the authorties, but maybe the customer has not thought of it as stopping the intruder before they get in and maybe they haven't thought of smoke communicators but it is our job to inform them of these sensors they need and yes I say NEED, every home needs smoke communicators, our smokes call for help. Lowes, Home Depot, Walmart, etc. smoke detectors ( notice the difference detectors and communicators) these do not call for help. Anyway getting back to my original reply the company pays "you" for the week of training (250.00) they pay for the hotel at the Hyatt, they give 25.00 snack allowance, they give breakfast and lunch to you, they pay for the flight and/or gas expence, they give a paper grocery sack full of tools, shirts, id badge, and most importantly 5 days of excellent training but trained instructors not only in sales but technical, sure they want to sell, hell you want to sell, thats how it works. But I can honestly say this and the first post (DAVE which quoted "CROOKES") should know this quote by the company, "WORK HARDER ON YOURSELF THAN YOUR JOB" . This company gives top producers cars, tvs, trips, family time, it is christian based, and if you had not gotten fired you would know that we are going to a 4 day work week and here is the kicker, they are considering vehicles!!! What other company revolves it self around the employee first? Thats stong. If you had done it the DEFENDER WAY you would have had it made YOUR WAY! And to Stevet123, every job you go on you get paid, even if you do not sell anything, the pay is based on which security system the customer needs (Simon or Concord) if it is a new install, take over or a business account, you can make anywhere from 50.00 to unlimited. So now I will sum this up I am blessed to have been hired by such a caring and compassoniate company and to have the best IM located here in the Birmingham AL office, if you are one of the lucky ones to get an interview and are hired make the most of it, and be thankful you have a job and live in the great USA!!! PS they do extensive back ground checks and drug testing! What company wants a theif or druggie going into a one of their customer homes? And let me say Thank You to Dave Lindsey President of Defender Direct "I promise to defend the Defender Way"
A  24th of Nov, 2009 by    -1 Votes
I'm a current employee. I've been through 5 managers and we now have a new call center director. I really hate this job. I don't lie to customers, I just reword things. So yes, the customers are "lied" to.
In the sales dept they don't drug test you. If they test the dish and adt call center, more than 1/2 of the employees would be fired. I'm a smoker and on an everyday basis, there is someone in their car with other employees smoking weed.
I am thankful I have a job. That's why I've been at this call center for a little over a year now.
Also, I've never been promoted in that time. I am promised a promotion every month or so. They WILL tell you something to get you to stay. I'm usually in the top five sales for my call center consistently and have never been promoted.
I hate this job and if I didn't need to support my baby, I would be working at McDonalds.
N  2nd of Dec, 2009 by    +3 Votes
Defender may not be the worst company to work for but working for a Rick Eastling makes it that way. i busted my butt off for this companmy traveling opening many offices and when manager came up he gave it to guy that was in the bottom 10% off the company and also to a guy who was on disability. mind you i was in the top 5% to 10%. rick is a greedy money hungry loser that only favors people who wont stand up to him .
A  13th of Jan, 2010 by    +3 Votes
Plain and simple, Defender Direct sales bullsh*t to its customers as well as its employees. Defender has created a system where through lying, discrimination and unethical practices they have took advantage of both the customer and employee. With a high turnover rate and employees misinformed with product knowledge, the Defender Way has become a Defender mess. The scariest part about the practices of Defender is what I call a "Family Tree" operation. Every major position or position of power is held by a "family member". For example, the director of satellite sales has a daughter who is the manager of help desk and quality assurance, another daughter who has a lead position on the sales floor. Now, I have no problem with family working together, but when a person is not competent to do the job or production is inconsistent and does not meet minimum requirements then there is a problem. This "Family Tree" approach also enables no one to take accountability for their actions which in turn not only hurts the employee but the employer as well. If it seems too good to be true, especially working for Defender Direct, approach with caution.
N  15th of Jan, 2010 by    +1 Votes
Thanks for the info. I have an interview scheduled for Tue. In Detroit, I think I'll cancel. My family is really hurting for money but I think it would be a greater disservice to them if I were to join a company that acts unethically. I just want to do a really good job for a fair company. I guess, That’s too much to ask.
N  23rd of Jan, 2010 by    0 Votes
I'm a current Defender Direct employee. However I work in the sales side of things, not the installations. Management reads these boards, as well as others, so I'll refrain from giving out too much information about myself or the exact office/position I'm in.

If anyone out there is wanting to go into the sales department, I highly suggest you rethink your decisions. I've worked in sales, and even done business marketing and some advertising, so when it comes to selling a product, I know how. Heck, it's not really that hard.

However the company has standards. Sales agents must have a close percentage of 30% every week, or 30% per day. You take 10 calls, you're required to sell 3. Simple right? You could only wish. What they fail to tell you in the interview, as well as training, is that it's a game of luck. Hardly any selling technique is required for the job. Once that phone rings, it's either going to be a sale, or it's not.

We require credit cards in order to qualify any caller. Not everyone has a credit card. The company doesn't view these "No Credit Card" calls as "inclosable." Instead, they see it as that's a call you failed to sell. There is such a thing as an "inclosable call" and believe me, they outweigh the closeable calls by a landslide. Other things such as current customers, no money for any upfront costs, or a dropped call, are all seen as failed to sell. All of these calls are applied to your daily/weekly percentage. They are not removed at all. So, if you have 10 calls in a day, 5 being no credit card, 2 being current customers, 2 not having any money whatsoever, and one sale, they view it as you went 1 for 10, not 1 for 1 as it rightfully should be. Thus closing at 10%, which in turn brings you under the gun and at risk of losing your job.

Your percentage also reflects your call level. A low percentage of closing means you go on a low, meaning you hardly take any calls. Where's the fairness at?

Why is Defender Direct always hiring? Because they are always firing. I've watched darn good salesmen quit this job, or worse, get fired, for the above mentioned. Does anyone know what it's like to wake up every day, not knowing if you're going to get pulled into the office and get let go, just because you're doing your job to the best ability that the job allows you to?

Then you have the sales agents who don't try. They complain and bicker when their phones ring. They attempt everything they can to not get a call. They don't crunch their numbers and define the true savings the customer will see by switching from them to us. They don't research the competitor(s). These people are getting sale after sale. I listen to these employees and they have no heart, no passion, no emotion in their calls. They never give the customer time to speak. Somehow, though, they manage the sale.

When it boils down to it, it's a game of luck. That's all it is.

A guy I work with is a damn fine salesmen, and he's been with the company for about 5 months. He hardly gets any sales due to having these incloseable calls every single day. I get more than my fair share of them as well. We both wonder when it's our time to go, whether it's by quitting or by being fired.

Defender Direct has a Christian reputation it is trying to uphold. Training, interviews, and your first few days you think you just landed an actual career job. They tell you the good stuff, like the charities they partner with, and how you can goto Mexico to build homes for poor people. Sounds awesome!

People don't last though. Only 2 people from my entire training class remain. Myself and another gentleman.

The job is a downright lie. Don't buy into it, no matter what your department is. Installations, sales, even management. They're more concerned about taking the top 20% down to Mexico to party, and upholding their false Christian reputation, than they are about their employees.
N  30th of Jan, 2010 by    +1 Votes
Defender Direct is not a career job. If you have real sales skills, stay away. As stated above, your close ratio determines how many calls you receive. If your close ratio goes down, you may sit at your desk for an extended period of time waiting for the computer to deliver a call to you, while the phones on other employees desks continue to ring. Often, you get calls from people who do not have credit cards or credit scores so low that Defender Direct understandably chooses not to do business with the potential customer.

Defender Direct preaches a ton of crap about self-improvement and community service. I worked there and I drank the Kool-Aid for a while, then I realized that they were congenital and unrepentant liars. The income projections were not realistic.

I could go on and on, but the best advice I can give to you is to stay away. Find a job with a company that is not built on hype. Find a job where you can really have a career, not just make money for the lying owner and lying managers of Defender Direct.
N  2nd of Feb, 2010 by    +1 Votes
The owner of Defender Direct, Dave Lindsay is a Coke Junkie ...Ive been around him several times when he had asnort or 2. As far as his Christian principals, they only come into play when it is to his benefit. I agree he has donoted $$ to charities which is good irregardless, but for him its all about the $$. The guys net worth is over $50 million how much is enough, i just hope it is not all going up his nose
N  22nd of Feb, 2010 by    +1 Votes
As for the coke junkie comment, I bet that goes for a good 50% of the company, the ones who can afford it anyway by preying on the fears of their csutomers to sell them extremly overpriced equipment. If your thinking about working here, consider yourself lucky you found this post and potentially saved yourself months ifnot years of annoyances and trouble. Defender is no good.
N  6th of Mar, 2010 by    +1 Votes
Defender direct has spent the last 11 years building up an "empire" of a company from a garage filled with friends. I worked as a tech, Manager, and start-up manager in a new branch. I did make really great money, this was my first job coming out of the military and it was a great opportunity to support my family the way I wanted too. What happened to the company during the two years of working for them was disturbing, if you go back and look at the comments and threads about the company you will find that all of them started about 2 years ago. Anything prior to 2008 was nothing but praise for the company, I know because I checked prior o the interview and if this is what I would have read I would have cancelled. Point is: there will be disgruntled employees and disgruntled customers in any large company, but the things that I have seen within the company walls are nothing less than sneaky and unfair. Not paying an employee for gas because the customer wasn’t home unless the roundtrip was greater than 100 miles. Letting the customer believe that there whole house of office building will be completely protected with the base package of $100.00 and Promising gift cards and certificates to the customer. (For the most part the customers do receive these within 3-6 months) Above all the thing Defender Direct does that I disagree with...the worst to me is the first thing a customer hears when calling for an alarm system..."Thank you for calling to protect your home with ADT"...THAT’S MISLEADING AND CROOKED. Defender directs security side is called "to protect your home". The first 3 seconds into the conversation are already meant to mislead you. Really guys, if anyone here says they have worked or work for Defender direct and say they agree with everything the company does than they might want to consider a job in congress.
N  6th of Mar, 2010 by    +1 Votes
I guess this might have some value to my words...I was the top installer for all of Texas in 2008, I went on the company cruise and bumped shoulders with the "Big Wigs", and there are some really good people working for the company and I hope they take over the company and start playing by the rules they preach about. I know have my own success story and have taken what defender has taught me and used it correctly. I was let go from the company because I could not keep my mouth shut. I had my ideas of what the company was doing and I had a few disagreements with the two people directly above me, as of now one of them was demoted and the other fired. I am not a disgruntled ex-employee, it’s been over a year and again, I have a successful business of my own dealing in the low voltage lighting industry and enjoying implementing my own morals into our company and assuring they stay there.

Check us out: SuperiorLightingDesign.com

We were a part of ABC'S Extreme Makeover: Home Edition last January in Kemah TX,
The show Aires this Easter Sunday at 8pm (CENTRAL)

Jake Berry
A  16th of Mar, 2010 by    0 Votes
Defender Direct will get what is coming to them from all the wrong they have done to so many good people. They let a very dedicated, committed, top producing manger of 7 years go who helped build the company almost from the start to where it is today and for what. No one has any idea. This person was never written up for bad performance and lived and breathed Defender every day of their life and valued what the company stood for. He taught me everything I know about the business and so much more. He truly cared about me as an employee and person. I considered him my friend and still do. Most of us are still trying to figure out what went wrong. Only some BS excuse that we heard that this person does not fit the model or culture of the company moving forward. It is kind of funny and ironic that he fit the model of the company for the past 7 years but doesn't now. There are a bunch of us that would not have made the company trip to Cabo last year if it wasn't for this manager. He always fought for us. He was a superstar himself and was there for the company trip in Cabo with his wife. In fact if I am not mistaken he has been on every company trip since he joined the company. You don't go on this trip if you are not successful in what you do. He is a proven leader and I will always respect him as a manager, co-worker and a friend. Is that a reason to let someone go that was so valuable to the company. Sounds like a very good reason to get rid of them to me. NOT!!! Now we are stuck with someone who does not know the business who is basically just a "cheerleader" to please management. Give me a break. This new person has no idea what they are doing and does not know the business. It is a joke. They gave him this area because it was so very well established and so easy to maintain because we already had really great numbers. I am realizing the whole company is a joke now. We need someone who knows the business like our old manager did, who breathed it everyday, not someone that has no idea what the hell he is doing. I hope Sr. Management wakes up and smells the coffee and realizes what they did. They let a great person, manager, employee and friend and embassador to Defender go. I guess if you are not "IN" with management you are screwed. This company has gone from being a family owned, Christian company to a very political, corporate company who only cares about making money and doesn't care about its people. It is very evident with this particular situation. The sad thing is he was the Defender Family for the last 7 years. Think twice before you decide to take a job with Defender. I am thinking twice about my decision right now.
N  19th of Mar, 2010 by    0 Votes
Do not do business with this company as an employee or a customer. These folks will beat u for what ur worth without ever paying any overtime and constantly reducing compensation. If u would like to pay roughly 4x the value of your additional equipment, give them a call. I would call this sales process KIRBY but that would be disrepectful to those individuals that actually give a quality demo and sell a reliable product. These folks are required to avg 400 dollars in upsells when customers are assured that there 100 dollar investment will protect their home. Go ahead call them and depending on the size of ur house and the cars u drive you will be quoted a several thousand dollar number to complete your system. If you are smart you will Google the products that they are selling you and see what the actual cost is.
A  25th of Mar, 2010 by    0 Votes
I too was just "released" from Defender. I was hired in December, went on about 2 1/2 weeks of ride alongs, then sent to Indie for training. When I got back, I did not get an install job for two weeks. If you don't have money to survive for about two months, don't take this job. After I finally started getting installs, I started making money, about $7oo-$1200 every week. I had a 100% install rate and only a couple of services after about 40 installs but because of my low upsell rate (around $213), I was fired. My mistake was taking all jobs, regardless of where they were at neighborhood wise. (The higher rated techs always cherry pick the good neighborhoods). I guess that is part of my undoing. If they are not Flex-Pay or Invoice Qualified, watch out. During my two months of installing, I helped numerous other techs with their installs because of their discomfort with line seizure and such, saved many other tech installs after they were already pulls, and basically made myself available any time of the week. For this, I was let go without even a days notice. They are cutting pay substaintially and starting to get rid of a lot of techs and management. They are obsessed with hitting the $1 billion in revenues mark. The prices on equipment just went up to a rediculous amount and if you sell it for less then par they charge the tech. They are paying 20-25% of par value for this equipment and then charging the tech?!? I saw 10 people get hired and then fired all within 2 months, all for various reasons, but well within the probation period. They offered no help, no warnings, just fired. It does sound good on the outside and they really try and pump you up in Indie, but the facts are is they have no regard for the techs or IMs or even the customers. They gouge the customers, substantial amounts of money off of equipment, then sell their contract to ADT for $1500. Just beware if you work for this company, it really is on the shady side. By the way, I was in sales most my life and have always made a good living off of it.

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