PADEN'S LAWN SERVICE

Complaint: ***
I am rejecting this response because: I have sent pictures and spoke tech support twice and customer service rep, only to act and pretend nothing was ever recorded the 1st callsI have zero tolerance of insults to my intelligence just to delay this resolution processI will not pay $a month or even $for services per month for 3years of a service and equipment that I can't useIt was promised when purchased I could move my serviceI feel a company with good moral and ethnical support will take back this system and resale it to some who it will work forI don't want motion sensors that fall off the walls every time I placed themIf I already paid you for them and the camera which I believe you charged me up front forFine I'll keep themBut what I want you to do is accept your alarm monitoring system back and credit me back for the past months you keep trying to bill me for: from August 1st until todayI will not pay for a service I can't useLook at your monitoring logs and show us where you actively been monitoring my house for past months? You can't because I cant set the alarm system up effectively here in this new locationJust refund me any money I paid up front and send me a return stickerI paid you for the months you monitor my home at previous locationBecause it worked perfectly for that kind of home in newer style push up windows with the screens out sideThese windows roll outwardly and I honest would not be able to ever close my windows if I placed then in the inside portion of the windowsAnd what good are sensors stuck on the outside of windows? You representative suggested I place screws into sensors on windows? Huh? What's the pointI no longer what to even conduct business with rude and disrespectful people/businessClose out my contract and Please send me a letter stating you have agreed to cancel my contractBecause the equipment doesn't work effectively for this new home location.Thank you
Regards,
*** ***

Protect America,
Inchas received the feedback submitted by Ms***After review, there is
a contract on file that shows it was signed on May 13, Due to the nature
of the complaint, an investigation will be conducted to determine if the contract
details were provided to Ms***
Attached is a copy of the signed
agreement

Complaint: ***
I am rejecting this response because: Protect America is an unscrupulous business service provider. They continue to call and harass my household despite being requested not to do so in writing. I WAS a loyal customer with no issues for nearly years while the equipment was in working condition. The service was reported as not working in July of and their company was notified then, not in December as Protect America states. As to the equipment being tested monthly, it does not turn on and has no function. I asked Protect America if they could test it remotely while no power indication is shown at my home and I was advised that they could not do so as they do not have the ability to do so with the equipment in my home. Finally, I certainly would have accepted an offer for replacement equipment for their service for the disputed billing period ONLY and in fact, did do so. However, I was notified that if I accept the replacement equipment that I would have to have a service commitment of years. As I no longer wish to do business with this unscrupulous service provider, I reject their offer for replacement equipment contingent on a 3 YEAR COMMITMENT. I am not surprised that Protect America did not include the year commitment in their latest response to Revdex.com. I have their broken equipment and am prepared to take it to Court as evidence that Protect America continues to bill for services that they have not provided for the past months. I would think that it would be unlawful on the part of Protect America to bill for services that they have been and continue to be unable to provide. What exactly is Protect America providing as a service for a fee of $per month if they are unable to monitor the broken alarm system that is in place in my home?
Regards,
*** ***

We have received the rejected response from *** *** and were able to reach him on January 29, on or about 2:55pm in regards to his complaintWe have agreed that once the equipment is returned to us we can close out his account with no further obligationsWe provided the mailing address and advised that he keep tracking information in the event we may need itIf there are any further questions are concerns we ask that he contact our office directly at ***-***-for further assistance Sincerely, Customer Protection

Protect America, Inc shows that Mr*** did inform us of the difficulties that he was coming across back in February in reference to his security cameraOur team member was able to install successfully as per our notesInformation was also provide to Mr*** on how to use our interactive
application with his log on information. After reviewing Mr***'s account we are not showing any other communication beyond February on any other further issues. We make it a point to let our customers know that any trouble that may be experienced with their security system to give our General Care team a call to help troubleshoot and resolve the issueWe are always here to assist with troubleshooting as we understand that it sometimes is needed at any given notice

Complaint: ***
I am rejecting this response because: The system does not work, has never worked during the term cited and the employee (*** ***) that produced the "AGREEMENT" and the alarm monitor station confirmed that they do not nor have they ever had a working system during the periodThis was with numerous requests of Mr*** in this processWhen Protect America was informed of the payment due to the electronic payment and with the knowledge and confirmation that the system never worked refused payment(refund) even with a customer that had faithfully paid since The warranty of merchantability applies in this case where a company knowingly accepts payment for a product it also knew did not work!
Regards,
*** ***

Protect America has received the complaint submitted by Mr*** ***We processed the cancellation of the account and credited the account accordinglyWe ask that he allows Protect America to assist with any further concerns

Thank you for allowing us the opportunity to address Ms*** concernsOur records show that the contract was signed on 2/14/She called on 5/25/stating she purchased cameras and had burglar bars put on her windows so she don’t need an alarm system anymore, then stated she would like to
cancelWe explained the year agreement term and offered the option to transfer service to someone else or she could buyout the contractMs*** declined the offer and to leave the account as is5/23/17- Ms*** called and asked what the balance would be to pay off the accountWe provided her with $for monthsShe thanked us and ended the call7/22/17- Ms*** called and asked what the balance would be to pay off the accountWe provided her with $for monthsShe thanked us and ended the call12/28/17- Ms*** called and asked what the balance would be to pay off the accountWe asked if she’s calling to prepay the account and Ms*** said no that she only want to know the payoff amountWe asked again, if she meant the remaining months left on the agreement to cancel services or did she want the balance of the remaining monthsShe stated she only wanted the balance for the remaining months and we provided her with $for monthsWe also explained that will only pay the balance and it will not automatically cancel the accountShe thanked us and ended the call3/6/18-Ms*** called and asked when her contract ends, we explained that she was currently on month to monthMs*** then requested to cancel service stating she told us she wanted the service cancelled prior to the cancel dateWe explained that she needed to speak with our cancellation team to cancel serviceWe made several attempts in reaching Ms*** to resolve her concerns but were unsuccessfulProtect America require a day written notice to cancel serviceA cancellation link is emailed to a customer requesting cancellation with instructions. We will also walk the customer through the process while they are on the phoneOnce the cancellation link is electronically acknowledged by the customer, the account is setup for cancellation and any monies due at the time of the request can be paid within the linkAfter the acknowledgment is received the account is setup to cancel days from that dateAt this time we are going to acknowledge the correspondence from your office as the written cancel notice but the past due balance will remain open and we request Ms*** make that final paymentPlease feel free to contact us with any additional questions or concerns Best Regards, Customer Protection

Protect America has received the complaint submitted by Mr*** *** on behalf of Billie AndersonWe were able to reach out and review the response with Mr*** Mr*** is aware that the balance has been cleared and the account is closed Mr*** has been provide contact information if he has any further questions

Complaint: ***
I am rejecting this response because:I got another contact from protect america today stating the same thingEven if I pay off the contract today and send them a communication that I no longer want the contract they will NOT cancel my contract unless I contact them in November stating that I want to cancelThis is a condition that is not stated in the contract that I signed
Regards,
*** ***

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,
*** ***

Protect America have received the complaint filed by Ms***In reviewing the recorded sales call between Ms*** and Protect America, we’ve found that she completed the online agreement and agreed to the year agreement and the terms and conditions of the agreement before completing the
online processThe sales agent explained that Ms*** would receive the agreement in her inbox for her to download, print and retain a copy for herselfOur records also indicate that Ms*** called in on 2/25/to report her alarm had gone offWhen asked her to allow us to test her system, Ms*** declinedPer her agreement with Protect America, we ask that our customers call monthly to test their systemAt this time Ms***’s agreement will be eligible to cancel 5/15/

Complaint: ***
I am rejecting this response because:
Regards,The only options they have provided is full payment of the contract to release myself, I have already paid for years without receiving any service as well as offered to return their equipment which they have refusedAgain paying cash heir contract in full time to be released from their contract is the only option they have given me when I have already paid to play years, a total $without receiving serviceAgain a cancellation and partial refund are the only moral and correct course of restitution
*** ***

Complaint:
***
I am rejecting this response because: With all the issues I have had with the system and the cameras I finally had enough with my days and hours on the phoneI was rejected by several customer reps that indicated they have done all they canI ask to talk with someone in authority and it was rejectedI finally called back one more time and got a person that did review all my cases and took it to his supervisorShe made contact with me and indicated what they will doI informed her that I was a customer three years prior and had many problems with their system and rode out the year contract and contacted them to terminateThey called me to resign with them and I indicated that I was going with someone else and add camerasI was promised that their system is now much improved and they will change out my control panel that was hooked up to the internet and replace it with a cellular panel, give me the cameras for free and not raise my monthly chargeI was still concerned and promised that this would work as advertisedAfter many discussions, I agreed to accept with that understandingThis was done this past Sept, It has continually been an issue since installationSales even no charged me the first month due to the issues and promised it would be correctedThis has continued since the equipment showed up and was installedI ask to terminate my contract, do to all the issues and the system still not workingI WAS REJECTED AND TOLD WHAT THEY WOULD DOWell as of today, March 15, installed three new cameras and another control panelCameras working at this time, but system is not workingThey are going to send me two touch panels and ask me to call and have them to install in the systemThis panels work before the new controller was sentSo I am waiting and still very frustrated do to 1/hours on the phone with no resolution to the issues.
Regards,
*** ***

Protect America has received the complaint submitted by Mr*** ***We appreciate the opportunity to resolve his concernsWe reviewed the account and calls and our records show that we spoke with Mr*** *** in July 05, regarding equipment issuesWe offered to replace
all his equipment at no additional cost or extension of his agreement, to which he acceptedMr*** contacted us in August 25, to cancel the accountHe was advised of the day written cancel notice requirement as per Protect America's Agreement terms and conditions indicateWe received his day written cancel notice effective August 31, and processed cancellation of the account accordinglyAt this time there is no refund due on the accountWe ask that he allows Protect America to assist with any further concerns

Complaint: ***
I am rejecting this response because: The service which I was signfor was not tenderedI signed up for the security service and in case of emergency someone should call or send helpWhich didn't happenedWhen I reached out to Protect America with the reason for no show, the customer service rep was not able to response to that and simply said you turned off the alarm by using passcodeSomeone can force me to enter the password with on Gun point or under any threatening circumstancesI paid the return shipping of the all the equipment which was around $Protect America was not able to provide the service as a security company, but still want me to pay the service fee plus I lost another $for shipping because of their service issue
Regards,
*** ***

Protect America, Inchas received the complaint submitted by Ms*** ***We have since spoken with Ms*** regarding the matter and were unable to reach an amicable resolution

Complaint: ***
I am rejecting this response because: My wife, Mrs***, made phone contact in late May of to cancel service, as we were doing with all of our business and financial obligations. My wife and I had just retired from our teaching positions to take effect 6/6/and had sold our house. We were out of the house 6/6/15, and had physically moved into our new residence in Trout Creek, Mt by 6/16/15. In late May, mail forwarding had been established with the Postal Service. The date mentioned by Protect America of 6/17/is inaccurate or misleading. We made arrangements with everyone including cable, utilities, financial institutions, etc., even the gym. During that initial phone contact in late May initiated by her, my wife requested a regular billing statement with the charges. Instead, we received nothing. We were in the middle of our transition to our Montana residence, but mail forwarding was operative. We received nor heard anything from Protect America from June to August 2015.Then in August we experienced the phone calls from Protect America indicating the bill had ballooned to from $to $119. At the first of these August calls, my wife requested, as in late May, a bill with charges and an explanation for these charges. Once again, no bill. Some of these calls were threatening to take us to collections while some were sales pitches to continue service. Each time we requested a bill and an explanation for the charges. Nothing has been received by us in the mail.It is odd that we would be diligent and faithful in our payments in regards to all our business and financial arrangements and all of a sudden a problem with them. Our credit rating is stellar.A resolution to this dilemma is feasible. We will pay the regular service fee for the June/July period. Also, any negative impact on our credit rating should be corrected. Yet, Protect America does not seem to be open to resolution. They make reference to their lawyers, or may be a bill collecting agency. Does it really make sense to turn lawyers (or whoever) on a couple of retired teachers for a $claim of past due?In August, my wife sent an email detailing some of the above and a cancellation of service. But bear in mind, we received no regular billing statement from June to the present. It is only in August that we were notified by Protect America of the matter, and a $past due. If we are to pay for service from June to August, where is the paperwork indicating such service was rendered? From late May to August, since we heard nothing, as far as we were concerned there was no problem.Paying for July to August would be paying for service at a home we no longer own, in a town we no longer live in, while living in a rural area with more grizzly bears than law enforcement officers. Let's resolve this matter and move on.*** ***
Regards,
*** ***

Protect America, Incwould like to apologize for the previous response not being suitable for Ms*** Our cancel policy is completely separate from a customer relocating. We do not charge for a customer relocating at any time.Protect America, Inchas a month term agreement for our customersIf a customer is wanting to cancel while still in the initial terms then there is a policy that we go by for a customer to terminate the policy but,there will be a charge provided at that time. We are more than happy to reach out to Ms*** about this current issue at hand and come to an amicable solution

We have received the complaint filed by Mr*** and reached out to him with a resolutionMr***'s cancellation date is set for 4/30/18, with no additional fees to him. Please feel free to contact us at (***) ***-*** should you have any additional questions or
concerns. Regards,Customer Protection