PADEN'S LAWN SERVICE

We have received the complaint filed by Mr [redacted] and found that on 11/20/17, he called stating he sold his home and would like to transfer the security system to the new homeownersWe explained the process to transfer service and he stated that he would have the potential (new) customers call our office to complete the transferOn 12/7/17, the potential customer called to transfer service and we sent the change of responsibility paperwork to the email address she provided us but she never completed and returned the transfer paperwork to our office, therefore the service remained in Mr [redacted] nameMr [redacted] entered into a 36-month agreement that automatically renews on a month to month basisAt the end of the agreement term, we require written notification of cancellation from a customer no sooner than days prior to the end of term or no later than days prior to the end of the initial term or any renewal termAt this time Mr [redacted] account is eligible for cancellation and the cancellation link has been sent to his email address to sign and return to usOn 3/20/18, we’ve had the opportunity to speak with Mr [redacted] and clear the final balance for himAfter reviewing the account and calls, there is no refund due at this timeWe ask that he contact us at [redacted] @protectamerica.com or ***) ***- [redacted] ext [redacted] for additional questions or concernsRegards, Customer Protection

Complaint: [redacted] I am rejecting this response because: Protect America did 'ping' checks of my system, and the representative admitted they came back non responsive At no time was I told that I needed to call them to make sure the system was working, every month The system, to me, was doing everything it always didIt announced when the front door was open, the back door etc Upon realizing my system was not working, I called them They admitted it was not working, but still find it necessary to charge me? It was not working In circumstances, if I ended my services with my system working, I would expect to be charged for not giving a day notice But in light of the situation, my system not working, they admitted that the system did not work, and still wanting to charge me? That is absurd and very disconcerting of a big alarm company, that is suppose to help protect people, not take advantage of them God knows how long my system was not working I believe that after them receiving back negative information on their monthly 'pings' to my system, they should of called me and requested that we go through a testing together I definitely would of called them sooner if I did not know it was working, as I was still religiously paying them for a service that was not there Regards, [redacted]

Protect America has received the complaint submitted by Mr [redacted] Upon review, it is outlined in the agreement that Protect America requires a day written notice prior to the end of any term in order to cancel serviceWe received that notice on August 5, and the account was processed for cancellation accordinglyWe ask that Mr [redacted] contact our billing department at [redacted] to discuss any payment arrangements for the final balance

Protect America has received the rejected response submitted by Mr [redacted] ***He would need to contact Customer Service at 1(888)951-for further assistance regarding cancellation of the account

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Protect America has received the rejected response submitted by Mr [redacted] We reviewed the account and callsWe have made several attempts to install and activate his system to no availOn the recorded calls dated 01/28/and 12/13/which was the last documented conversation we had with Mr [redacted] , he advised us that he did not want to install and activate the system He just wanted to update his payment informationWe would like Mr [redacted] to utilize the system and we encourage him to contact customer service at phone number ###-###-#### to get assistance in installing it if not, he would need to call and obtain information on his Agreement end date and the cancellation process

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and will accept the resolution, but note the business was unwilling to assist until I filed this complaint with the Revdex.com and posted an unsatisfactory review on YELPThis is the resolution I was looking for, however Protect America has a consistent pattern of not taking care of customers until they are publicly called outI cannot in good conscience recommend this company to anyone looking for home security services Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Protect America has made no effort to resolve the disputeTheir formulaic response has consistently ignored previous efforts to terminate service, both in February and in July, as well as AugustConsidering their unwillingness to make any effort to resolve the dispute, and their desire to ignore many prior efforts to both terminate service, and reach a mutually agreeable compromise in my prior phone conversations with them, I do not believe it will be possible to reach a mutually agreeable resolutionThey would rather continue to charge me without providing service (since February) than make a meaningful effort to maintain a good relationship with me as a potential future customer Regards, [redacted]

We have received Ms [redacted] rejected response and after further review of her account, our records show that we’ve made several attempts in reaching her but have been unsuccessfulWe suggest that Ms [redacted] contact the monitoring station at (***) ***- [redacted] to allow them the opportunity to provide her with the proper protocol for dispatching the authorities after an alarm soundsOtherwise, we ask that she contact us at (800) ***- [redacted] should she have any additional questions or concerns Sincerely, Customer Protection

Thank you for allowing us the opportunity to address Mr [redacted] concernsWe reached out to Mr [redacted] on 4/26/and provided the information on what was agreed to during his initial call with our sales teamWe then offered Mr [redacted] the solution of purchasing three (3) additional sensors, while Protect America provided two (2) sensors as a courtesyMr [redacted] agreed to this solution and informed us that he could be contacted back on 4/27/to complete this agreement; we have been unsuccessful in reaching Mr [redacted] The next step for Mr [redacted] is for him to contact Protect America to complete his purchase at ***-***-*** Sincerely, Customer Protection

Protect America has received the complaint submitted by the Revdex.com on behalf of [redacted] ***; we have a commitment to our customers to resolve their concerns as they ariseIn reviewing his account we have found that he agreed to sign a “Renewal Agreement” on 1/28/If he has any further questions or concerns please contact us at 1-***-***-***Sincerely, Customer Protection Department

Protect America, Inchas received the feedback submitted by Mr***Upon review, it is outlined in the signed agreement that the customer may cancel the agreement by returning the equipment within days of the original shipping dateSince it's outside of that period, we are unable to annul the agreementAttached is a copy of the signed agreement

Complaint: [redacted] I am rejecting this response because: I feel as though I submitted my request for cancellation according to what I was toldHad I known that a day written notice was needed prior to our contract being up on July 30th, I would sent in the written notice prior to the end of our contractI feel as though they used our contract end date, which was on a Saturday to throw that in about a day written notice, when in fact we were told that someone from the cancellation department would contact us within business days, and they never didMy wife contacted them and I was told that they needed to speak with me in order for the cancellation to be validI do not feel we should have to pay for the month of September for services that we clearly asked to be terminated immediately and they still charged us forI have attached a copy of the email that was sent to their cancellation department Regards, [redacted] ***

Protect America, Inchas received the complaint filed by Mr& Mrs [redacted] and found that he was provided the year agreement term and the terms and conditions during the initial sales callMr [redacted] specifically asked during the sales call, “Say for some reason I have to cancel before the year term is up, what is the penalty”? The sales agent explained the day return policy then explained he would be liable for the remaining balance of the agreement term due to PAI not having early terminationMr [redacted] signed then completed the online agreement We’ve found that Mr [redacted] had a clear understanding that he’s liable for the remaining balance of the agreementThere is no refund due at this time

Protect America has received the complaint **bmitted by Mr**Upon review, it is outlined in the agreement that Protect America requires a written notice of cancellation days prior to the end of any termIf Mr [redacted] has not already done so, we ask that he email his cancellation request to the email address provided by our cancellation team as we cannot process the cancellation until that notice is receivedA confirmation email will be sent back once the cancellation has been processedWe ask that Mr [redacted] contact Protect America to address any further concerns

Protect America has received the complaint submitted by [redacted] ***We received her day written notice on March 24, and processed the cancellation of the account accordinglyWe ask that she allows Protect America to assist with any further inquiries

Protect America has received the complaint submitted by Mr [redacted] After speaking with Mr [redacted] , our representative provided him with the options regarding cancellation while in termMr [redacted] has the option to transfer his service to someone else or pre pay the remainder of the term to rid himself of the agreementThe transfer of service would be recommended as Mr [redacted] wouldn't incur any further charges once completedWe have attached a copy of the renewal agreement

Protect America has received the complaint submitted by Ms [redacted] As per Protect America contract terms and conditions, the contract is for months and we require a day written notice to process cancellation of the accountWe reviewed the account and determined that Ms*** [redacted] was still in contract and never submitted her day written cancellation noticeShe stopped making payments on the accountWe tried to reach out to her several times during the course of the year but we were unsuccessful Eventually, the account was turned over to a 3rd party collections agencyWe ask that she contacts MGI at phone number: [redacted] for any further inquiries

Complaint: [redacted] I am rejecting this response because: This is complete crapI've given them day cancellation notices multiple timesThey've continued to charge me even after I moved and had to block them on my credit cardI can show where they were still charging me in so how in the world can I have an outstanding balance when I left Ohio in and asked to cancel the service on multiple occasions is March of Please see attached images of my AMEX statements where Protect America charged me every month for since August to January Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I’m not sure if you actually lost my cancelation letter or if this is your standard business practice Either way it’s quite disturbingI provided a copy of the cancelation per your request, but now they expect me to have a postmarked copy Who out there hangs at the post office so they can get copies of their postmarks? The contract does not requireproof of delivery for the cancelation letterYou expect me to pay for service until this month, even though I canceled service back in January So instead of reimbursing me for the post cancelation months when you took money from my credit card, you want me to pay more to “resolve” this issue? This sounds more like extortion than a resolution Regards, [redacted] ***