PADEN'S LAWN SERVICE

Thank you for allowing us the opportunity to address Mrand Mrs*** concernsWe have completed an account review and at this time we are providing our findingsOn 2/13/16-Mrs*** called and asked for the password to the monitoring station because there was a panic signal sent to the
monitoring station and they were unable to provide the correct passwordWe explained that the duress (panic) code was entered instead of the arm/disarm code and without the correct password to the monitoring station, we have to dispatch the authoritiesMrs*** acknowledged that she understood the procedureOn 5/31/16, Mrs*** used our chat service stating she always forget the password and would like to reset itWe assisted her with re-setting her passwordBeginning 8/2/through 10/7/16, we attempted to contact Mrand Mrs*** due to the past due balance on the account but we were unsuccessful in reaching themOn 10/4/17, we spoke with Mr*** about the months past due balance and he assured us his wife paid the balanceOn 10/11/Mrs*** called in and paid the past due balanceOn 2/23/17, Mr& Mrs*** called requesting new equipment because their neighbor has the same system but newer equipmentWe explained that we would need to troubleshoot with them and any equipment that is not functioning properly can be replaced under warrantyMr& Mrs*** declined to troubleshoot with us and asked to cancel serviceAt that time Mr*** spoke with our cancellation team and they agreed to replace all the equipment under warrantyMr*** allowed us the opportunity to test the majority of the system with himTo honor their request, we shipped all new equipment and provided a $gift cardSeveral months passed before installing the new equipmentOn 6/8/17, Mrs*** called for assistance installing the new equipmentWe were able to assist with the installation and verify that the alarm system functioned properlyOn 9/29/17, Mrs*** called stating they sold their home and wanted information on transferring the alarm system to the new homeownersWe explained the Change of Responsibility process to her and she acknowledged that she understoodShe was going to have the new homeowners contact us to complete the transferWe never received a call with the potential customer informationOn 12/7/17, our returns department received the upgraded equipment on 12/7/17and on 12/11/17, Mr*** called requesting to cancel service stating they don’t use the alarm and he would like to pay the remaining term in fullWe explained the agreement term and the remaining months then offered to resolve any issues they may haveThey declined the offer and stating they would file a complaint with the investigative bureau through the government to cancel serviceWe provided the buyout amount and Mrs*** stated they would not pay and to send it to collections because it won’t hurt their score. Section of Mrand Mrsagreement with us recommends regular testing to ensure the system is functioning properly. Our records show that Mr& Mrs*** tested their system with us when installing their new or upgraded equipment or their app was reading offlineThey declined all offers to allow us to address their concernsTheir account is eligible for cancellation 11/12/We have attached supporting documents for them to viewAt this time we ask that Mrand Mrs*** contact us at (***) ***-*** with any further questions or concerns in this matter

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

Thank you for allowing us the opportunity to address Mr*** concernsWe have reviewed the account and calls surrounding his request to cancel service and found that while trying to cancel after the sale of his home, we provided him the cancellation link on several occasionsWe require a
written notice to cancel service and we provide a cancellation link to cancelThe link will include any monies that are due at the time of the cancellation request but he did not sign the link due to the balance on his accountAt this time Mr*** account is set to cancel on 5/31/with a zero balanceWe ask that Mr*** contact us at (***) ***-*** with and additional questions or concerns. Best Regards,Customer Protection

Complaint: ***
I am rejecting this response because:
I was not made aware that there is no cancellation feeI should not be binned to a year contract if I am unhappy with the services and most of all do not have the service set up in a homeRegards,
*** ***

Protect America has received the complaint submitted by Ms*** *** We reviewed the account and callsMs*** declined the options available to her in terminating the accountWe ask that she allows Protect America to assist with any further concerns

Protect America has received the complaint submitted by Mr*** ***We reviewed the account and callsMr*** and his wife renewed the agreement for another months with Protect America on November 04, in exchange for upgraded equipment, months free monitoring and a gift cardWe
are able to provide a copy of the renewal agreement upon requestWe ask that he allows Protect America to assist with any further inquiries

We received the rejected response filed by Ms***At this time we would like to advise Ms*** that her account is set to cancel 10/31/The final draft was 10/1/due to the day notice of cancellationThere is no refund due at this time

Complaint: ***
I am rejecting this response because:Protect America is one of the worst companies that I have ever dealt withI have never been treated so rudely or had the problems and issues that I have had within the short time frame that I have been with their company. The only reason they contacted me was because I filed this complaint. I have called them and scheduled specific times and dates for them to call me and nothingI was left waiting by the telephone.The equipment is faulty and very cheapWhile my system is finally powering on it is still showing system trouble something that Protect America has no clue about It is indicating that I have a low battery in my alarm system. Why would my system indicate low battery if it’s plugged into a wall? Simply because my system is not plugged into the wallSomething that they can’t seem to understand. I do not have a plug on my system- the system they provided and had installed for me.My camera still doesn’t workAs I have told the Protect America representative, my camera is plugged into the same place it was plugged in beforeI have unplugged and re-plugged into the same location and still nothingAs I have stated this equipment is very cheap When speaking with the representative, he indicated that they recommend 3M adhesive strips if the Velcro is falling off… My question is why wasn’t that provided from the beginning? Are they requesting that I purchase those to hold this faulty cheap equipment in place? They simply want to send me additional equipment that is probably just as cheap and faulty. Another thing that was stated was “due to us being months into a month term we are unable to cancel the service.” The service itself is questionable, the customer service is terrible, and equipment is faulty. Why not cancel? This company has not provided me with the service I expected at all and it seems to be going downhill on a daily basisAt what point are they willing to cancel the service earlier than a year term? I, honestly, have little to no faith in this company and I have no peace of mind as long as they are monitoring (or not monitoring) my home. I would like for this nightmare to be over by having the remainder of my contract cancelled or either have my contract reduced
Regards,
*** ***

We have received the complaint filed by Ms*** and found that we have spoken with her and explained the process for receiving a gift card from Protect America, IncThere is a day waiting period on all gift cardsShe resigned her agreement with us on 11/8/therefore her gift card was
released on 12/8/Once the card is released, we ask our customers to allow an additional weeks as for the gift cards are not in-houseProtect America prides itself on being a self- install service so we ask that our customers call in to allow our technicians to assist with the installation of their equipmentWe’ve also explained the day right of recession after resigningAt this time we ask that she contact our office for further assistance regarding this matter. Regards, Customer Protection

Complaint: ***
I am rejecting this response because: I never indicated such a thing and why they would make that up is beyond me The reason I stipulated is an accurate and true occurrence, their equipment failed and that lead to my not continuing to pay for the device because they neglected to repair the device and only agreed to repair it if I made the complete payment on the device I contacted them on several occasions re: their defective system, but to know avail, and it is apparent that their attitude and lack of professionalism remains the same How do you resolve an issue such as this when a party's only interest is to make money and not honor their commitment and/or service agreement There is a word for that and it is called being a thief I certainly reject their claim that, that was the reason why I cancelled my payments and I reject their response indicating such
Regards,
*** ***

We have received the rejected response from *** *** and have made several attempts in reaching her to address her concerns but have been unsuccessfulIt is our priority to address and resolve your concernsPlease feel free to contact us at (***) ***-*** ext*** or ***@***.com for any additional questions or concerns

We received the rejected response filed by Ms*** and in reviewing her account we’ve found that Ms*** installed her new equipment on 10/21/and signals were receivedAdditionally, we have credited Ms***’s account for the inconvenience

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I still have not received my refund or gotten the alarms off my account with the Louisville Metro Police Department
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The reason, I feel Protect America needs to pay for the damages for my house break in is because my motion detector wasn’t working properlyI thought it was the sensor going off because the sensor had just fell off the door the night beforeThis problem has been going on for at least years with their sensorsSo, I though the alarm went off because the sensor had falling off the door again but accidentally gave the wrong password when they called meThen, I realized I gave the wrong password I turned the alarm off and turned it back on immediatelyI would have also turned around went back home if the motion detector have picked up that someone was in my houseWhich it did not because it wasn’t working properlyHowever, once I turned the alarm back on the motion detector never went off again which it should have if it was working properlyYes they did call me when my alarm went off and the police deptthe first time it when offNow this all happen right after I left my house around 7: 35- 7:my point is the motion detector did not go off when whoever busted my door and stole my computer and could have been caught in the action if the motion detector had gone offI was minutes away or less from my houseFew months before the break in and maybe a few days before this I spoke with a man and lady about getting the motion detector to act correctly but neither one made sure it worked properly or told me that it was on upside down and that’s why it wasn’t picking up properlyBut after my house was broken into the man stayed on the phone and until he was sure that the motion detector work properly which he told me that it was upside down and that’s why it wasn’t working properly and it needed to be in a corner somewhere instead of on the wall where I’ve had it for almost months to a year about a yearI was right down the street I would’ve turned around and most likely saw the person who was coming out of my house or going in it but I didn’t because the day before I had that happen the sensor fell off the door and been falling off windows and alarms been going off my neighbors hear the alarms going off over and overMy daughter put their call on block because they would call her when they couldn’t get meI would have also turned around went back home if the motion detector have picked up that someone was in my houseI have paid this company over $and I don’t plan to pay them no more and I feel they should at least give me at money to pay for my laptop and to get the door fixed
Regards,
*** ***

We have received the complaint filed by Mr*** and found that he originally called on 8/25/to cancel service with us due to his system giving error codes. We offered to replace the equipment per warrantyMr*** declined all offers and we emailed him the link to cancel serviceWe
also explained the day cancel notice and the final month billing. He did not sign and return the cancellation link to usTherefore his service continuedMr*** called on 12/8/to inquire about the invoice he receivedWe explained he needed to sign the cancel link for his account to cancel and so he didWe find that at this time there is no refund due and his final balance was valid. Mr*** is welcome to contact us at ***-***-***, if he would like to discuss this matter further. Best Regards, Customer Protection

Complaint: ***
I am rejecting this response because:Will the cancellation team assist me with a refund for the equipment? What is it that Protect America wants to discuss further with us exactly?
Regards,
*** ***

Protect America, Increceived the rejected response from Mr***We feel that we have done everything in our power to assist Mr*** prior to his account going to collectionsAt this time we ask that he contact Hillcrest Davidson & Associates for further assistance

Protect America has received the rejected response submitted by Ms*** ***We reviewed the account and calls. We reached out to her and we have been able to assist her accordinglyWe ask that she allows Protect America to assist with any further concerns

Complaint: ***
I am rejecting this response because:I have done my part by identifying, the companies deficiencies and poor business practicesI have called numerous of times too resolve issuesI get the same story that I'm in a contract and I belong to this company for months
Regards,
*** ***

Protect America has received the complaint submitted by Mr*** ***We appreciate the opportunity to address his concernsWe reviewed the account and callsWe have processed a refund to be mailed out to himWe ask that he allows Protect America to assist with any further concerns