PADEN'S LAWN SERVICE

Protect America, Inc. has received the complaint submitted by Mr. [redacted]. Upon review, we've had the opportunity to speak with Mr. [redacted] and restore his camera to working order. We ask that Mr. [redacted] continue to allow Protect America to assist with any concerns.

Complaint: [redacted]
I am rejecting this response because:  I cancellejd on February 7.  Thirty days to cancel would be March 7!  Not March 31.  I should not be billed for March.  Also as I indicated I have not used this equipment in almost a year and have been paying monthly all this time until my contract expired.  My contract  expired Feb 2. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Protect America has made no effort to resolve the dispute. Their formulaic response has consistently ignored previous efforts to terminate service, both in February and in July, as well as August. Considering 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 resolution. They 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]

Protect America has received the complaint submitted by Ms. [redacted]. We appreciate the opportunity to address her concerns. Protect America's term listed in the Agreement is for 36 months and requires a 30 day notice to process the cancellation once the term is complete. This information was...

provided to Ms. [redacted] when she initially set up the account on October 10, 2013 and again summarized to her on July 03, 2017. We received Ms. [redacted] 30 day notice on July 03, 2017 and processed the cancellation of the account accordingly. The obligation to give 30 days notice is to allow us to disconnect services with our third party vendors and for accounting purposes. We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:The customer service provided to me was far less than mediocre. When I originally contacted someone from the customer service department, I was told that everything was fine and that service would be restored within hours. Eight days later, when I could finally get a hold of someone from customer service again, I found out that my alarm system had not been communicating with anyone for over a week. My home had been left unsecured -  no one, including me, was being notified if someone entered/exited my home or even if my alarm had gone off. This is a company that I pay actual U.S. Dollars to secure my home. I pay extra to have all interactive services, which includes an app that looks like it was designed in 1994 and functions just about the same. I have now been without any home security for 11 days, and the best that customer service offered me was to "expedite" a package that contained a new motherboard for my panel. I spent over two hours talking to customer service and troubleshooting the system, and I had to demand that my account even be credited until it's up and running again. Additionally, the "expedited" package isn't even due to arrive to my house until August 25th, a full SIX days later. That's at least 17 days with no home security. I asked the customer service representative of they could, at the very least, give me another motion detector for my system because of this HUGE inconvenience. She told me no. If this was an extreme one-off situation, or if Protect America's customer service presented any sort of sense of urgency when it came to protecting my family and my home, I don't think I would be so upset. But I feel like I have to troubleshoot my alarm system at least once a month. At least a few times a month, my system reads "offline" making it impossible for me to arm or disarm my home from my phone. It's not a one-off situation. It's a constant battle. 
Regards,
[redacted]

Protect America, Inc. has received the complaint submitted by Ms. [redacted]. Upon review, it is outlined in the agreement that the initial term shall be 36 months. The agreement was signed on October 25, 2013, therefore the account will be eligible for cancellation in September 2016. We ask that Ms....

[redacted] contact Protect America at ###-###-#### to discuss possible options. Attached is a copy of the agreement.

Complaint: [redacted]
I am rejecting this response because: I already submitted my official military orders twice and they didn't accepted it. The first one was sent March 20, 2016 and they told me that it doesn't have a stamp. Then on March 22, 2016, I sent my orders this time it includes my arrival date and a signature that verifies my arrival in my new Command. So, I don't know what else to do? It seems that they don't have the tenacity to solve this problem instead they are prolonging the situation so that i'll be stuck with my contract paying $ 34.99 for their alarm that I'm not even using for the last 3 months. 
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, we've offered different solutions to Mr. [redacted], but they've been declined. Mr. [redacted]'s agreement is eligible for cancellation in August of this year. He has the option to pay off the remainder of the...

term, or transfer the system to someone else. Attached is a copy of the agreement.

Protect America, Inc. has received the feedback submitted by Ms. [redacted]. After review, the offline issues Ms. [redacted] has experienced are not due to the alarm system. The broadband monitoring option solely depends on the home internet connection provided by the internet service provider. We ask...

that Ms. [redacted] call us at ###-###-#### to troubleshoot the issue. Our records indicate that a cancellation representative reached out to Ms. [redacted] and left a voicemail on 11/4/15 to discuss cancellation options for her account. To discuss cancellation, that department can be reached at ###-###-#### as well.  Attached is a copy of the signed agreement.

Complaint: [redacted]I am rejecting this response because: I should not been unprotected for almost two weeks.  If it takes that long to resolve a problem, that should be added to your contract.  I was told it was going to be rushed to me.  I am a new home owner and never had an alarm sytem before. I had this alarm system less than 6 months and it was down.  This was the second time that a false alarm went off and I never received a phone call.  I'm beginning to think in never worked.  After speaking with my neighbors, who have other alarm systems, only one has had a problem in years.  Needless to say she told me it was resolved in 48 hours.  Not happy with the service or the product. Regards,[redacted]

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 arise. In reviewing her account we have found that she was not charged $10.00 monthly for the camera. When she...

changed her security service to cellular there was a $10.00 increase per month. At this time her request will not be granted. We ask that she reach out to us directly if she has any additional questions or concerns at 1-[redacted]-[redacted]-[redacted]. Sincerely, Customer Protection Department

Complaint: [redacted]
 
I am rejecting this response because: The information I was given by the first person I spoke with differs from the information I was given from the second person I spoke with as I stated before. I have already returned the equipment and would like to cancel the account and be done with this. I have no desire to work with people who do business in this manner. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was told of the 36 mo,ey contract yes, but I was told with military orders it could be closed. And never did I sign a contract that would have agreed to anything else. When I spoke with them they never gave me more options just simply stated I owed till the 36 months was up and that they'd review the tapes. Never did they come up with the so called evidence to a dales person saying this was false because I know for a fact it was asked or my signature on a contract for 36 months that didn't have approval for a breach with military orders.
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. As per Protect America's Agreement terms and conditions, the agreement is for 36 months and we require a 30 day written notice to process the cancellation of the account at the end of the term. This information was...

provided to her when she initially set up the account in November 26, 2014 and recapitulated to her on May 24, 2017. We ask that she allows Protect America to assist with any further concerns.

Revdex.com:
I have reviewed the response made by protect america, business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me as long as cancelation of my account means I am not responsible for any cancelation fee.[redacted]
Regards,
[redacted]

We sympathize with Mrs. [redacted] in that discovering this can certainly be both frustrating and shocking. Per our agreement, this equipment is covered under a lifetime warranty. Customers sign an agreement to regularly testing their system so that issues can be discovered & resolved. Advance...

notice of equipment issues (prior to calling and testing) is not a part of our landline monitoring service. We regret that Mrs. [redacted] has decided to cancel services. A refund is not something we can offer at this time.

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]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  [redacted]

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.
I have also contacted Protect America and got the information confirmed. The account was sold to a third party with the wrong information.  
Regards,
[redacted]  [redacted]

Complaint: [redacted]
I am rejecting this response because: I do not want to keep the service through December...

31st.  Your service is a total fraud and scam.  You have never monitored our alarm and the piece of junk has never worked properly anyways.  It has always beeped uncontrollably and required several reboots per month just to get the sensors to register with the control unit.  Some of the sensors don't even work and your support team told me to just turn them off.  Instead I had to buy more sensors.  Every time the alarm has been triggered in the past few years, not once call has ever been made to us.  In fact, you had the wrong phone number on file as the primary number anyways!You really should credit us for all the years of garbage equipment and false service.  Regardless, I have read many stories where you continued to bill customers that canceled.  So I cannot accept anything until I verify you are no longer billing us.
Regards,
[redacted]