PADEN'S LAWN SERVICE

Protect America, Inchas received the complaint submitted by Ms***Upon review, the contract that Ms*** signed was only for year which makes her eligible for cancellationThe account has been processed for cancellationWe ask that Ms*** allow Protect America to assist with any
additional concerns

Complaint: ***
I am rejecting this response because: Mr*** has not contacted me and I have been able to get in contact with himHe does not answer his phone and the phone will not take a messageProtect America was to contact him alsoThere has been no solution to the issue
Regards,
*** ***

Protect America has received the complaint submitted by Mr*** ***As per Protect America's terms and conditions, the contract is a month termWe have provided Mr*** a variety of options, of which he has declinedWe ask that he allows Protect America to assist with any further
concerns

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 But in light of past non-responsiveness from protect America in my inquiries to cancel my subscription I'm concerned about the ending date on my contract Since I been trying to make contact with protect America since June I would have it that our contract end on the last day of July of this yearAnd have an email or written mail sent to me stating this.
Regards,
*** ***

Protect America, Inchas received the response submitted Mrs***Upon further review, the initial call received in regards to cancellation was on May 27, The contract was signed and the equipment shipped on April 29, The reason given for cancellation on that date, voiced by Mrs***, was due to concerns with her internet serviceAdditional equipment, a cellular module, was sent out to remedy that concernProtect America, Incmade several attempts to contact Mrs*** about the system in the midst of the day period, but these were unsuccessfulAs previously mentioned, there are other means of resolution that can be accommodatedThese include changing the form of monitoring, or transferring the system over to someone elseProtect America, Incasks that Mrs*** contact us by telephone regarding the matter at ***

Protect America has received the complaint submitted by Mr***Upon review, we've previously offered to assist Mr*** with troubleshooting his alarm issues but he declinedThe account has since been disconnected and turned over to Hillcrest Davidson for non paymentMr*** can contact
them at ###-###-#### to resolve the matter

Protect America, Incwould like to formally apologize for the incorrect way of addressing Mr*** in the previous responseOur Accounting team has processed the refund of $on July 2, This should be reflected on Mr***'s payment method that we have on file within to business days from the processed date.We thank you for your patience on this matter Mr***

Complaint: ***
I am rejecting this response for a couple of reasonsFirst, this response does not account for the May charges if you assume they received the equipment on April The April date is contrary to a customer service rep telling me they did not receive the equipment until MaySecond, since they sent me equipment after I returned everything it would have been impossible for me to have sent ALL equipment back within the allotted time frame from the original cancellation date of March 16.Third, I do not know what Protect America's policy is regarding replying to email, but they did not respond to any emails I sent concerning the account (attached)The email address was provided in their emails to me regarding the cancellation as an appropriate method of contact for questions or inquiries regarding the accountNot responding to my emails significantly delayed the return of the unwanted second shipment of equipment.And last, the email I received from them states the final cancellation date of March It does not state that I breached any agreement with them regarding late equipment or any other issueFor the above reasons I believe I am owed a refund of all charges less the $restocking fee per the original cancellation agreement
Regards,
*** ***

Complaint: ***
I am rejecting this response because: when we phoned you the first time no information was given to us about cancellation except we must talk to another person at a different extention. The phone rang for an exceptional time and no one answered. If you answered your phone this would have been resolved the first time we called. This feels like a scam to me, no answer no opportunity to cancel. Therefore I feel I owe you nothing for your lack of customer service
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Business still has not contacted & supposedly mistakenly sent me incorrect equipment
Regards,
*** ***

Protect America has received the rejected response submitted by Ms*** ***We reviewed the account and callsWe did not receive her day written cancel noticeThe account was disconnected and turned over to a 3rd party collection company due to non paymentAt this time, she would need to contact *** *** at phone number: (*** *** for further inquiries

Complaint: ***
I am rejecting this response because:I called the company and canceled my account after my year contract expired. They told me I needed to sign contact and pay an extra days which I did but they never mailed my a contract to sign after calling times for months in a row. It is documented in their system that I called and requested a contract to sign but was never mailed out. The customer service verified it is documented in their system but they will not mail me a contract to sign to cancel so they keep billing me month after month
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,
*** ***

Complaint: ***
I am rejecting this response because: They have debit my account two times once for September and October That is more than a day notice and therefore I would like my refundAlso, I have not received a notice from Protect America that our service has been cancelled as requested
Regards,
*** ***

Protect America has received the complaint submitted by Ms*** ***We were able to reach out to her and resolve her concerns

Protect America has received the rejected offer submitted by Mr*** *** Mr*** states that he never received notification of the unsuccessful transfer of the account to the potential new ownerWe sent emails notifying him of this on 07/28/We encourage Mr*** to contact Customer service at *** *** to discuss other options for his account

Complaint: ***
I am rejecting this response because:yes I received the first link to cancel as I stated in my original complaint I was in the middle of a move and yes was unable to complete in the time provided Calling customer service is in extreme pain as the first time I called I waited on hold for minutes to an hourI tried to call again but the wait time was too longTherefore I did reach out via online chat that is also correct I requested another link which was never sentI would like to see proof of where that link was sent to meBecause there is no email sent with a link for cancellation therefore I was charged again on August 1st That is now two months of $of my money that has been taken because this company refuses to cancel my account via verbal request written request time after timeWaiting an hour on hold is ridiculous when I have requested cancellation of my account and to have all of my bank records removed from the account more than once Why should I waste anymore of my time why can the company not simply cancel my account I'm under the impression they want to keep taking my moneyAs I requested before I want this account canceled now and I want my money refunded for August and I'm assuming I'm going to get charged again for September because you refuse to cancel my account This is poor customer service I've never had anything like this before with any other companySend me the link to the email provided on my account if you refused to cancel now I will do what needs to be done on the link but I want refunded for August and I do not want to be charge for September When this complaint was first filed I requested not to be charged in August yet I was still chargedThis is beyond ridiculous what else do you need to know and hear that I want to cancel my accountI requested the link via online chat it was never received and now we are mid August and still my account is active I do not even live there anymore and use the productsPlease cancel my account immediatelyI do not feel I need to waste any of my time calling customer service again waiting on holdSend the link to my email address on file if that's what needs to be done refund me for August do not charge me for September If I am charge for September I'm requesting a refund for that as well As stated in the first email there is a balance of $I believe the July charge should account for that since I requested in June to have my account canceledI want to know that I am going to be refunded for August and not charged in September before anything else happens.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: All this was after the factThe letter was done after a whole year passed, otherwise we still couldn't cancelWe never even seen a copy of the contract until they told us its in the contract and we said we never received any contract, so thats how we got the contractThis was canceled a year ago, before they covered their butsThey have it on a telephone recording that we canceled And they told us we had to wait two months for the contract to be overSo we did and Febwe were signed up with a new companyThey never made us aware that we had to write a letter to cancel, or that its the proper way on the contractThey understood on the phone that we were done by FebOtherwise why would we sign up with a new company and pay for two alarm systems for a whole yearWhen all the equipment was taken out we even called to ask them do they want us to send it back to them, and they said noThey have these calls on recording, because they found them and played it back to me, so they know this is trueI have no reason to lie, but when a company that we were paying since treats us like this, and plays dumb to all this, they are not a good companyAnd thats one reason why we leftEvery time we called they never knew anything, we had to explain over and over again They should have made us aware the first time when we canceled and told us we had to wait two months for the contract was up, and we said yes we wouldThey should have said the proper way to cancel isand never a word, so this is their mistake, and because of them we lose that money that we work hard for, for a whole year and we are supposed to forget about it, because they say soNo, we can't !!!!!!
Regards,
*** ***

Protect America, Inchas contacted Ms*** in this regard to try and reach an amicable resolution

Protect America, Inchas received the response submitted by Ms***The investigation findings show that Ms*** was aware of the agreementShe was moving into a home that already had a security system, and was told that she is still responsible for the agreement if the system does not transfer