Menu
Defender USA Customer Service Phone, Email, Contacts

Defender USA
reviews & complaints

www.defender-usa.com
www.defender-usa.com

Learn how the rating is calculated

3.3 7 Reviews

Defender USA Complaints Summary

4 Resolved
3 Unresolved
Our verdict: While Defender USA has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
Claimed
Defender USA has claimed their business profile
Get notifications about new complaints and reviews of Defender USA. We promise not to send you any unrelated messages.
Share
Write a review File a complaint

Defender USA reviews & complaints 7

Sort by:

Newest Defender USA reviews & complaints

ComplaintsBoard
J
6:28 pm EDT

Defender USA Non receipt of promised gift cards

I still have not received the two $100 gift cards promised at install from adt installer. It has been almost two months. If the gift cards do not arrive by month five I will be canceling the service as it will be within the 6 month cancelation period.

Desired outcome: Receipt of promised gift cards

Read full review of Defender USA
Hide full review
ComplaintsBoard
J
5:17 am EDT

Defender USA Product not received.

On December 4th 2020
I ordered a (L) OD Green, American flag hoodie. I was charged and received a confirmation email. Today is January 11, 2021 and I have still not received the product I ordered. I've sent nearly a dozen emails and have never received a response.

Desired outcome: Refund

Read full review of Defender USA
Hide full review
ComplaintsBoard
L
9:58 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Defender USA has left an official reply on this complaint.

Defender USA adt security

ADT is the worst company ever! I don't even know where to begin! We can start by the tech that came out to install my equipment back in June of this year admitted to drinking way too much the night before. He made countless mistakes while setting up my services, and even tried to ask me to pay $1500 upfront for equipment. I asked him to leave immediately as that was not a part of the set up process as I was told over the phone. He then acted like he got on the phone with management to cut me a deal, probably part of their scam. I was charge the very next day $91.85 after being charged $106.43 to set up services. When I called to complain that Following Monday, I tried to cancel services. Their rep was also nice, and made me aware that they would speak to management about the tax and that they would work hard to try to prove that they were worthy company.. A few days later, I called to finally cancel as something didn't sit right in my gut with the company. I spoke to two ladies that day and the final one who refused to allow me to cancel services and told me I would have to pay 75% of my contractors put me on hold when I asked to speak with a supervisor. I never got to speak with a supervisor and ended up hanging up because I was on hold over 20 minutes.. The worst of this issue is, I tried to have services move to a different address. I had let the techno up on setting up service that I will be moving in a few months and asked if this will be a problem. I was told no and that's a process to move your equipment is very easy and that the equipment moves with you. So, when I called a week prior to moving to set everything up, the tech over the phone seems surprised that I was moving so soon. He then let me know that I would be charged $99 moving fee, which was not explain to me when I asked the tech who set up my services. The rep on the phone told me that it's within my contract, I'm always told something is within my contract. Long story short The rep puts me on hold for nearly 10 minutes, Healing gets on the phone and tells me that my payment was on successful and that they do not except prepaid cards anymore. Mind you, this is the same car that is set up for ACH debit through ADT and the same card that I set up account with. The rep has a Tate it, as I let him know I'm still moving and I need to have my security system moved along with me. He then put me on hold and never got back on the phone and after nearly 40 minute call I had to end it. When I called in a few days to speak with the rep about the same story she acted like she didn't know what the rep is talking about as far as not excepting a prepaid card. She then put me on hold and then came back and told me that with the rep told me was correct. So, I asked her to transfer me so that I could cancel services with ADT as if I'm on able to pay since I do not have a bank account, there's no reason for me to continue with ADT and since it's not my fault that you all don't accept Pre-paid any longer, I shouldn't be penalized for that. I was met with aggression, and people who should not work in customer service, as they did not show compassion or work towards a resolution for me. Long story short, ADT charge my account $52.99, on the same debit card that they said they no longer accept. I will be contacting them again! There will need to be answers for why I was told a prepaid debit wasn't excepted but now you all are debiting my account for equipment that I'm on able to use.

Read full review of Defender USA
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review

Is Defender USA legit?

Our verdict: Defender USA has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Defender USA's position as a benchmark of trust and quality within its industry. Users and clients of Defender USA can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Defender USA earns 100% level of Trustworthiness

Perfect Trust Endorsement: Defender USA achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Defender USA. The company provides a physical address, phone number, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Defender-usa.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several mixed reviews for Defender USA have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

We looked up Defender USA and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Defender-usa.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

Defender-usa.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Defender USA.

However ComplaintsBoard has detected that:

  • Defender USA protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We have detected an internal review system on Defender USA's website, which can be a positive feature for customers looking to make informed decisions about the company's offerings. However, we recommend that you take the time to research the reviews and verify their authenticity before trusting them entirely
ComplaintsBoard
L
8:24 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Defender USA has left an official reply on this complaint.

Defender USA defender / adt monitored alarm service

# 1 complaint: 11/ 03/2018 - 1st signed contract ( # U389115991 ) 1st technician was misleading & did some things that I consider fraudulent or taking advantage of. Called Defender & requested a decrease in monthly pay & remove a couple of the alarm service in my home.

11/27/2018 - 2nd technician was also misleading & informed me that he could not remove anything; I had to call in & take care of the adjustments.
I called in & c/service rep told me totally different as to what the tech was supposed to do to take care of the changes requested by me.

From that point on, I have called Adt/Defender over 8 different times to correct the monthly bill pay, not to take payment from my -6669 acct, etc. I have been charged NSF for adt/defender taking payment from my acct.

It has caused me great anxiety to have been mistreated by a so-called reputable company as adt/defender.

Carla, a c/serv mgr, finally straightened this situation & I greatly appreciate this.

#2 - I have not recvd the reward for signing on w/ adt/defender. Mailed 12/13/2018.

Because of my persistency, I was able to communicate w/ Carla. Not everyone who contracts w/ this alarm company is stupid & there are a # of us who will follow-through if there is a problem.

Loretta Muir

Read full review of Defender USA
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
E
12:55 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Defender USA has left an official reply on this complaint.

Defender USA home security

We had a security system installed on Monday. ( August 6, 2018)The man represented himself as working for ADT. He does not He works for Defender. He left without giving us a copy of our contract. We specifically told him that we wanted the security to be connected to our landline, he connected it to our cell phones which is a higher monthly charge. We finally got an email copy of the contract ( eight pages) today, Saturday August 11, 2018. Our checking account was debited for a cell connection. I have contacted the fraud department at our bank. They are investigating the charge. This is a very shady company. I have read of similar stories like ours. THEY need to be investigated for FRAUD.

Read full review of Defender USA
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
R
4:49 pm EST

Defender USA Billing

Tried to cancel our service with them, thought we got it resolved. They told us our account was cancelled and will receive a reimbursement check for the month we didn't even live at the listed address, it never came in. Now (Dec2015), they have billed us again. Almost two months not living at the listed address they have and we are still getting charged. Called a week ago to speak with a Sean Notling, left a message and never got a returned phone call. Been calling all day to speak with this guy, left three messages, and a few e-mails and now they're closed. Sounds like they are trying to avoid the call. Not to mention every time I called his number it was jump back and forth from "not available" to "away from the desk" message.

Read full review of Defender USA
Hide full review
ComplaintsBoard
J
9:27 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Defender USA Unauthorized billing

I responded to a flier in the Sunday newspaper from ADT that promised a 100.00 gift card if you call and have a home security system installed for 99.00. Sounds good until I closed the deal on the phone with Defender Security-authorized ADT dealer. The manager promised me (2) of the 100.00 gift cards if I signed up. Well, this sounded really good. He even said that I would have the cards by the weekend, this is unbelievable, I thought. Well, the system was installed two days after that call, the 99.00 dollars was drafted from my account, along with the first monthhly payment, plus tax. So by the weekend 170.00 dollars was drafted from my account. Now, I called ADT and they gave me the number to Defender Security(authorized ADT dealer) since they put the out the promotion. So, I called Defender security and told the girl that answered the phone my story. She sent an email about the cards and reimbursed me my 99.00, since the whole "receive the cards by the weekend" was a lie. So, I hung up feeling good, like I was being taken care of. She said the reimbursement takes 7 to 10 days, and gave me a number to call about the cards, which by the way can take up to 8 weeks to receive. I called back a couple of days later and demanded to talk with a manager. I was connected with this Manager who was very loud and obnoxious in the phone and basically told me that he would be making all decisions that day, completely shutting me down. I suggested that he should call the company and expedite the gift cards. He stated that he was not going to do that as he was doing everything within the "parameters" of his job. Basically giving me the telephone number. The place that handles the cards finally mailed me one voucher that I was suppose to receive by email. There was only one voucher for one card, and thay wanted 4.95 for shipping and handling to get the card, copy of picture ID, first months ADT bill, and agreement to receive future advertisements, basically junk mail. WHAT A SCAM IS ALL I CAN SAY. I violated one of the oldest rules, "IF IT SEEMS TO GOOD TO BE TRUE IT PROBABLY ISN'T". Needless to say I have contacted TYCO, the mother cooperation for ADT and voiced my complaint with them, as of now I still have no gift cards, I will not send 4.95 for something that was promised to me for doing business, that is just bad business. Be wary of future promotions from any authorized ADT dealer. As for the security system it is grade A.

Read full review of Defender USA and 9 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
9 comments
Add a comment
R
R
Roberra
, US
May 12, 2017 10:08 am EDT

Had service at my old place and had trouble getting my gift card. when I moved I was told I would get my 100. Installation fee back in a visa gift card. When I called to get it I was told they need to review the phone call to see if it was offered to me because the rep. Did not put it in the notes. This happened the first time also. They said it's rare. The three year context starts over each time you move. I wish I had never done business with Defenders.

T
T
Tonya Phillips
, US
Dec 27, 2016 7:51 am EST

The same thing happened to me as well as them putting in the wrong system. I asked for a landline and they put in a wireless. They then have billed me for the higher system, as well as continued to bill me even AFTER they came out and changed it to a landline. I had to block them through my credit card company. We will see if they start billing me the correct amount after they receive a denied payment and contact me this time. I have a new contract that outlines what they should be charging me. I refuse to pay 20 extra a month until they figure it out on their end. 45 days is enough and she told me it could take another 30 days for them to resubmit the correct contract to ADT. When I asked if I would be billed the higher rate again in 15 days, when the bill is due, she said probably. When I asked to speak to a supervisor I was told repeatedly there was not a supervisor that would speak with me.

J
J
Joke security
, US
May 27, 2011 4:23 pm EDT

Company misrepresented themselves as an ADT dealer. They over charged me for a myriad of bogus services. Do NOT do businees with this unethical company!

T
T
Tony DePoy
, US
Aug 08, 2017 7:08 pm EDT

I had a similar worst company I ever dealt with, this one is Defendeder in Decatur Illinois

T
T
T.DeLong
Stockton, US
Mar 01, 2015 2:14 pm EST
Verified customer This comment was posted by a verified customer. Learn more

This company is a total scam. I never received any card as well, I only received rude and terrible people when trying to get my card. They debited my acct, which wasn't authorized and told me I had time to cancel...Well, when I call to cancel this added mobile thing, they said it is part of my contract...what a joke. ADT, you are getting a bad rep all due to this company. If I were ADT, I would make it right with all the customers this company has scammed and not allow them to be a distributor. What a joke. Thinking about going to court but you know...they did a good job taking advantage of people who are scared. I really do not want the security system any longer and want my money back, including the $100 gift card they promised. They made is sound great, that if I take the mobile app, I could just pay for it with the card. I received the "certificate" but as another person said...I have to send $4.95 to get what was promised with a ton of personal info. The guy even told me he had the cards in his car, so after install he would give it to me. Well, he went to his car and drove away. This is completely FRAUD! someone needs to go to jail.

K
K
ksthompson
, US
Oct 10, 2014 9:25 am EDT

If this happens to you, I have a phone number you can call; 1.800.689.9554. It takes up to 2 weeks to process a credit to your account. Don't do business with this company!

K
K
ksthompson
, US
Oct 09, 2014 10:00 am EDT

Wish I would have read this first! I too have been scammed. After talking with them for 20 minutes, I decided not to go with their "deal" and was told that they had already debited my account. I told them to cancel the transaction and I was told that it had been canceled.

Guess what? The transaction was sent to my financial institution 2 days later!. Now I'm trying to get the transaction returned. I will never do business with ADT or any of their affiliates.

I don't have a phone number either. I tried calling ADT and they were not any help in locating this company.

T
T
Tony DePoy
, US
Aug 08, 2017 7:09 pm EDT
Replying to comment of ksthompson

I had the same experience with Defenders out of Decatur Illinois stay away from this company they are terrible

D
D
Dbaxter
, TV
Jul 12, 2014 10:15 pm EDT

They scam me too and I don't have a number to call them so hopefully my bank will get me money back

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Defender USA customer service

Phone number

+1 (866) 946-7828

Website

www.defender-usa.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Defender USA?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Defender USA Customer Service. Initial Defender USA complaints should be directed to their team directly. You can find contact details for Defender USA above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Defender USA. Discuss the issues you have had with Defender USA and work with their customer service team to find a resolution.