Clear Protection Technologies, Inc.

If a customer is a current *** customer the system flags them When we entered the customer into the system it did not pop up as a current Moni customer If she were, *** would not have purchased the account I just got off the phone with *** and they looked up by name and address and did not show the customer as a prior customer of their's The only one they show in the system is the new customer from us in July of Monitronic's is going to reach out to the customer and said that if she has any issues to deal with them and not us Like I said before, there is nothing that I can do to help the customer, they need to talk to *** Sorry that I can not be of further assistance If it was within the first year I could reach out to them on your behalf but because it is after the year, the customer needs to deal directly with Moni

Clear Protection and *** are distinct and separate companies Clear Protection was the installation company and *** is the monitoring company We take care of your account for a year, after that you have to talk to *** There is nothing that we can do
to help you at this point You have to talk to *** You can reach them at 800-447-9239....sorry for the miscommunication

When the sales rep was in the home the neighbor/caregiver was there also We require someone else to be aware when an elderly person signs up for a security system The customer and the caregiver knew completely what was going on and passed welcome calls The customer even admitted in the first message to the Revdex.com that the sales rep said he was from *** The rep also said that he has spoken to the daughter at least times and she was ok with everything This account has not been turned into collections, *** has been calling the customer to get payment because they have been being monitored for months and have not paid anything The customer needs to pay their bill for the services that have been rendered We did not hear from the customer for months that there was ever any issues We are sorry for any stress that this may be causing but the calls to collect the bill will stop when the bill is paid

I have emailed *** the information to remove the credit pull It could take a couple of days As I stated before, we can't run signals with your old company We don't have access to another companies information We can reinstall the panel but we can't get it working You must contact your prior company to come back out to do that The salesman and the tech have been talked to regarding the issues and what they could have done differently

We have agreed to cancel the contract without penalty, remove our equipment, and deliver a refund of $to the Elsroads

1st encounter: told him all equipment needed to be replaced since its from and brokenHe said they would change what needed and at least change all batteries...Not completed to date
Installer wanted to skip one window because the sensor was badI made him change it
He could not get the supplied door bell to work, said our internet was more than capable with the signal and could not figure out why
Gave us a different door bell with more charges appliedNOT STATED AT DAY OF SALE!!
sales man stated the video would record hours a day.....It does not
Same day of install: Fire detector alarm: window break alarm: cannot set the system without bypassing faulty equipment
We had to wait for the new doorbell to arriveSometimes we can connect, sometimes we cannotNOT ACCEPTABLE
week later: alarm at kitchen window: again cannot use system without bypass faulty equipment
Old smoke giving low battery....Not changed at install
Living room window not working...tech comes and finds the sensor taped together.....AT INSTALL!
Now we have another dining room sensor bad....YOU SEND US A SENSOR AND WANT US TO CHANGE IT!! Im not a tech, You want to charge us a fee!
We have not yet been able to set this alarm without bypassing a window or sensor to date!
We only had days to cancel from the day of install...WE haven’t been able to use the system since the day of install with confidenceWe didn’t have a chance to cancel cause we couldn’t use it!
We have no confidence that the system will not throw another alarm, Install was unsatisfactory, equipment is unsatisfactory, Batteries are still old in most of the sensors
How did they "drop the ball" when YOU SUPPLY THE EQUIPMENT?
The alarms affects our dogs, They scare our children, We cannot in good faith use the system
We would like to be let out of the contract and all the equipment "Professionally" removed from our home

We are going to let the customer cancel. This is a tough situation. When customers that were with *** call to cancel it is because *** coaches them as to what to say. They tell them to tell us that our rep told them that we bought out Vivint. We never tell customers
this. We did a welcome call with the customers daughter because she spoke better english. In that welcome call we go over the fact that they understand that we are not affiliated with *** in any way and make sure they understand that. What we did wrong, and we just found this out, was that the rep let the daughter sign her dads name on the agreement and we should not have. Please have the customer remove the equipment and mail it back to us at:Clear Protection*** * *** ** *** AZ 85206As soon as we receive the equipment back we will cancel the account

Customer has 2 outdoor camera's and they were given a monitoring rate of $54.99.  The normal rate for 2 camera's is $59.99.  They paid $300 for the camera's and $99 for installation of the alarm system.  $99 installation for an alarm is standard.  We offered to refund the $300...

and reduce his rate to $44.99 and pick up the camera's.  The rate was reduced in October.  The customer refused to take the $300 to return the camera's so he has been being monitored with camera's for $15 per month lower than the rate should be.  Our tech was in Pueblo last week and did stop by the home.  The camera's were on and functioning with a green light.  The best we can do is to keep the monitoring rate at $44.99 and let them keep the camera's with a $300 refund.  We are sorry that our tech was not prepared with a ladder.  This is not acceptable and this tech is no longer working for us.  We hope that this solution will be satisfactory to the customer.

We are an installing dealer for [redacted], our tech installed the system on 11/18/16. It was not installed to our standards and there were service issues. Ms. [redacted] called and emailed us that the system caused a false alarm and also that she was being charged by RING for the doorbell camera. We...

agreed to pay the fees once we had the false alarm fine. We had mailed check # [redacted] for $119.98(2 months free) on 12/1. On 2/1, cust stated issues were resolved and on 2/3, we mailed check #[redacted] for $94.92(false alarm, ring, and sales tax). On 3/7, cust called to have system serviced, referred her to [redacted] to create ticket and schedule tech. As of 11:56am 5/3, [redacted] has not created a ticket even though they talked to her on 3/7 and said they ordered parts for her. There is no record of a call from [redacted] to Ms. [redacted] after her call on 3/7. We feel that this complaint should be directed to [redacted] as they dropped the ball on this issue.

Tony did not ever call my daughter.  My daughter called him, and she said she needed to talk to me once more to get my side of it.  She later called Tony again and left a message and he never called her back.I do not want this service and I was recovering from a stroke when Tony came to sell me this product.  This stress is not good for my health or for my recovery.  Please get me out of this contract and tell your collection agency to stop harassing me immediately.  I am being harassed and I was taken advantage of in my old age after I had a stroke.

We have agreed to cancel the account. Please mail the equipment to Clear Protection to complete the cancellation. Thank you.

We installed this system 5/5/2016 for a monthly price of $27.99.  We had to special order a medical pendant that would work for this system and it was installed 5/25/16.  The $27.99 is $12 below the rate that is normally charged per month.  We do a pre install and post install survey...

to make sure that customers understand that they are switching over and verify the rate and term of the agreement.  Both of these surveys were passed by the customer.  We did not receive a call from anyone until 7/14/16 that they wanted to cancel.  As required by law our agreements have a 3 day timeline to cancel and this was way past the 3 days.  The sales rep, Tony, did call and speak to the customers daughter on 7/20/16 and explained everything to her and she was fine.  We did explain that if they still owe [redacted] anything that we need to get a copy of the final bill and we will pay it.  The $55.98 that the customer was billed for was for May and June.  The $88.97 was for 3 months plus a late fee because the other 2 had not been paid.

We have been trying to assist the customer from the beginning.  She told us that she might be moving in a few months so the camera was not installed.  The rest of the system was fully functional and operating.  We have not notes and Monitronics, the monitoring company has no notes...

that there were ever any problems with the system not working.  The customer passed a pre and post install survey and knew that the contract was for 5 years.  When someone decides to move they have 2 options, either we move the system or the new owners take over the contract.  She refused to have the system moved and she refused to give us the information on the buyers of her home so that we could contact them.  On a later date she did call us and tell us that she did not want it and.  She then insisted that she never signed an agreement so we mailed her a copy.  We offered to lower her rate to $39.99 because she didn't get the camera's.  There was nothing that we could do to make her happy.  We picked up the equipment and the account has been cancelled with no penalty.  Not sure what else we can do.

The customer signed the agreement to get a new security system.  Part of that agreement is signing to give permission for a credit pull.  They were not run by all 3 credit bureau's, only Equifax.  I can't remove that credit pull because they did sign the agreement.  The customer...

can dispute with [redacted] if they would like [redacted].  We apologize for the technician entering the home with an under age minor.  The tech should have asked her age, he thought she was over 18.  The customer did know that the install was happening so not sure why they left the home.  We can reimburse for the 1 week without their system.  That would be $13.  I did speak to the customer today but she hung up on me.  She will need to call her prior company to get her old system reinstated.  We can't run signals for another company.  We are sincerely sorry for all of the issues.

My original alarm company was [redacted]. Someone from Clear came to my home and fed me false information. Why would I sign a new contract , when I was month to month, with [redacted], just to have a new installation with Clear that is really [redacted]? Your Clear Agent came to my house with the intent to lie, I'm assuming for commission. Why would I ever agree to a new installation that is ultimately with my original company!!! Your agent lied, this is not the fault of [redacted] unless  this is common practice. If you are two distinct companies why is my paperwork in both names? I would appreciate if Clear handled this situation with [redacted] or I will be taking further action against both companies.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We will refund the $300 and one month of monitoring.  Please mail the camera's back to Clear Protection, 4838 E Baseline Rd, #122, Mesa AZ  85206.  Sorry about the miscommunication.

In response to Clear Protection's offer. They did not offer $300.00 for the camera's as I was told they had been out too many times and had spent to much time at our house. I notice they did not make mention of misplacement of cameras and hole left in the wall. They were supposed to call back the day before the tech arrived for removal to see if they could do better than the $200.00 dollars offered, but of course as usual they never got back to us. They had also offered to re-fund one months monitoring fee which they make no mention of. I will admit, I forgot about the $99 installation fee which did include the cameras. We would accept the $300.00 and the one month monitoring fee that was promised. This will still leave me 3 holes in my outside wall that I will have to repair. The cameras are still on because they haven't been unplugged which I will do now. The cameras still don't work right when on and never have. I am sure they record their phone conversations and if they go back and check they will see that what we claim is true. Thank you very much for your effort.

Customer has 2 outdoor camera's and they were given a monitoring rate of $54.99.  The normal rate for 2 camera's is $59.99.  They paid $300 for the camera's and $99 for installation of the alarm system.  $99 installation for an alarm is standard.  We offered to refund the $300...

and reduce his rate to $44.99 and pick up the camera's.  The rate was reduced in October.  The customer refused to take the $300 to return the camera's so he has been being monitored with camera's for $15 per month lower than the rate should be.  Our tech was in Pueblo last week and did stop by the home.  The camera's were on and functioning with a green light.  The best we can do is to keep the monitoring rate at $44.99 and let them keep the camera's with a $300 refund.  We are sorry that our tech was not prepared with a ladder.  This is not acceptable and this tech is no longer working for us.  We hope that this solution will be satisfactory to the customer.

When the sales rep was in the home the neighbor/caregiver was there also.  We require someone else to be aware when an elderly person signs up for a security system.  The customer and the caregiver knew completely what was going on and passed 2 welcome calls.  The customer even admitted in the first message to the Revdex.com that the sales rep said he was from [redacted].  The rep also said that he has spoken to the daughter at least 3 times and she was ok with everything.  This account has not been turned into collections, [redacted] has been calling the customer to get payment because they have been being monitored for 3 months and have not paid anything.  The customer needs to pay their bill for the services that have been rendered.  We did not hear from the customer for 2 months that there was ever any issues.  We are sorry for any stress that this may be causing but the calls to collect the bill will stop when the bill is paid.