PADEN'S LAWN SERVICE

At this time we have confirmed that the copy of Mr. [redacted] agreement was sent on 12/9/16 to the email address we have on file as requested.  Additionally we do appreciate Mr[redacted] patience with the hold times that he has encountered.  The current pay off amount for Mr. [redacted] is $524.25 for the reminder of his contract.  We will go ahead and apply a 20% discount of $131.06 to the pay off for a total amount due of $393.19 for Mr. [redacted] to cancel his contract.  If Mr. [redacted] accepts this resolution, we will reach out to him to collect payment information and a written request to cancel.

Protect America, Inc. would like to apologize for the inconvenience that has been experienced with Mr. [redacted]. After reviewing the account we where able to determine the following.The total payments that have been paid to date equals 20 monthly payments out of 36. With the monthly monitoring rate...

being $33.99 each month that leaves 16 payments remaining. Total monthly amount left on agreement = $543.84Our notes specifically state that Mr. [redacted] was given the payoff amount of $577.83 at the time of the call which took place July 15, 2015. At this time the monthly payment for July had not yet posted, so that is the reason there is a different payoff total amount mentioned above today.

Protect America have received the complaint filed by Ms. [redacted]. We are a self-install company. This allows us to provide our customer the equipment with no upfront (installation) charge. All technician request for our customers are through contractors, therefore a fee is involved. Ms. [redacted] started...

her agreement with landline service and the technician found that the signal strength was not strong enough to reach her detached guest house. We then upgraded Ms. [redacted] to Cellular monitoring and the cellular system was never installed. On 1/13/2014 Protect America mailed a check to the city of LA for the False Alarms. At this time there is no refund due.   Please feel free to contact the customer protection team with any questions or concerns you may have.   Thank you,   Customer Protection

Protect America has received the complaint submitted by Ms. [redacted]  We reviewed the account and calls.  We offered Ms. Williams the equipment that she stated that she needed. In addition, we offered her multiple options on terminating her contract early. She declined the equipment...

and options. We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because:This is the third controller that has been sent. Again many hours on the phone to help resolve. How long does a business have to resolve my complaint. This is getting rediculous and time consuming for a customer. They have spent more money trying to correct these issues then the contract will get them in return, not counting my many, many hours on the phone.  
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. We appreciate the opportunity to address his grievances and provide the best possible solution.  We reviewed the account and calls. We were able to reach out to him and assist him further. We ask that he allows Protect...

America to assist with any further questions.

Complaint: [redacted]
I am rejecting this response because my  signature does not appear anywhere on that document. Someone took the liberty to fill out the form for me. Secondly, as I mentioned in the original complaint, the new devices that were supplied were not compatible with the system that was in place. I understand that the company wants to provide me with new equipment, however, that is notan acceptable solution as far as I'm concerned. I have been a customer for three years and fulfilledmy original three-year obligation. As I was unable to get the replacement products to work, it's a breach of a verbal agreement. There is no contract unless the company can provide me with a document containing my signature. Lastly, who would want to do business with a company that operates in this way? Certainly not me.  
Regards,
[redacted]

Protect America,
Inc. has received the feedback submitted by Mrs. [redacted]. Upon review, all
equipment has been received and all refunds mentioned were processed as of
December 8, 2015. We ask that Mrs. [redacted] call us at ###-###-#### to address any further questions.

Protect America has received the complaint submitted by Mr. [redacted]. We reviewed the account and calls.  Mr. [redacted] was provided the instructions required to cancel the account during the call dated June 14, 2017. He was advised that he needed to sign the required documents via email...

within 7 days. Mr. [redacted] acknowledged receipt of the information. On July 22, 2017, he contacted us and advised us that he got busy and was not able to complete the steps required to cancel out the account. The information was sent to him again via the email address on file. At this time, we have not received the signed documents as required. Mr. [redacted] would need to contact Customer Service at 1(888)951-5103 for further assistance regarding cancellation of the account.

Complaint: [redacted]
I am rejecting this response because: None of this should have ever happened.1. There is a constant give and take in communications with ProtectAmerica: I get Visa Fraud on the phone and they agree to refund, but la[redacted] they don't refund the amount as agreed, and start calling me explaining why they don't have to refund the money. 2. They continue to distort and misrepresent the facts of the case.      Here are the facts:1. The fax to discontinue service was sent in August. 2. The September billing should have been the last amount billed.3. Since they 'discovered' this February bill, the amount billed in October should have been used to cover the February bill.4. No bill should have been submitted for November. No services were requested in November or expected or used.5. ProtectAmerica agreed with me and the Visa Fraud unit that the November charge should be refunded.6. ProtectAmerica has not refunded the November charge as agreed. Don't do business with this company unless you are ready for a 'Til death do us part relationship. You'll need a good divorce lawyer if you ever try to leave them!This is all happening because their system is set up to make it as difficult as possible to cancel so they can ride the gravy train as long as they can. And all they have to do to get another few months of fees is lie lie lie. (Oh we never got this ... Oh we never said that ... ).
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:For clarification:  Revdex.com and PA need to understand that the initial "installation" was not a "new" installation at the time I purchased the house in November 2013.  I re-activated the EXISTING in-situ service installed by the previous home owner.  I did not sign a “contract”, I received a "pink" coloured, duplicate copy of a “work order” type of document - no additional documentation was given to me at that time relative to terms and conditions or cancellation procedures.   Nor did the installation person discuss any legalities or contractual terms.  The PA person, checked all the window and door alarm hardware, re-programmed the wall unit, tested the system and left.  Out of curiosity, are the installation tradespeople trained in explaining and disclosing the contractual obligations of both parties to a contract?At NO TIME during the installation or since then (until Jan 6 of this year) was I advised of the 30-day written cancellation notice period until I spoke with PA on January 6, 2017 and then subsequently contacted Revdex.com.It is bad enough that I paid for a service from which I did not personally benefit from June to October 2016, but to be told I am now accountable for November 2016 to present is not only extremely poor business practice, but also ludicrous.   PA personnel could have advised me on TWO separate occasions in 2016 (phone calls from myself to PA in June AND October) about the written disconnection notice.  Failure on the part of PA to disclose this information should NOT be my problem.Judging from the HUGE number of complaints currently registered with the Revdex.com against Protect America, this type of behaviour appears to be common a business practice for Protect America.  This type of business practice is unethical, unprofessional and unscrupulous.I request the Revdex.com to look not only at my individual complaint, but also take into consideration the large number of other complaints against Protect America - almost ALL of which are for the same problem.  It is more than coincidence that a large number of people have complained.  I take exception to PA’s “standard” response to my claim.  I want this contract termination date to be recognized at the latest date of November 2016 – for which the initial 36 month “contract” (if there is one) is PAID IN FULL.   Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America cancellation guidelines, we require a 30 day written notice. We have reviewed the account in detail and it was determined that we received his written cancellation request and we processed cancellation...

of the account accordingly. The balance on the account stands as is. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:I was told repeatedly that the balance would be taken care of. I would not have wasted my time self installing this new equipment if I did not believe I would be made whole. This company knew I did not have service from the first time I called to take it offline in August 2017. I was promised the equipment would work at my new house but it did not until I was finally given working equipment earlier this year. I feel this company is deceptive and does not intend to provide quality services or products but is charging a premium. I don’t want to do business with this company anymore.The trust has been broken.  I would be happy to send back all equipment in exchange of a zero balance letter. 
Regards,
[redacted]

Protect America has received the rejected complaint submitted by the Revdex.com on behalf of [redacted]. Upon further review, we have reviewed the call place on January 28, 2016 at 1:55pm. He agreed to the renewal at that time and signed the agreement electronically on January 29, 2016. We have included a copy of the renewal agreement signed by Mr. [redacted]. We ask that he contact us directly with additional questions or concerns at 1-[redacted]-[redacted]-[redacted]. Sincerely, Customer Protection Department

Complaint: [redacted]
I am rejecting this response because:...

the forged my signature on this documented dated above . No where pnt that date or month do I have any emails from the company . If this is not taken care of I will go public and get an attorney for the forgery committed .
Regards,
[redacted]

Protect America, Inc. has received the feedback submitted by Ms. [redacted]. Upon reviews, our records indicate that there was no cancellation notice received until December. This serves as a 30 day notice per the policy outlined in the contract. This is why the service will run through January. Due to...

the nature of the complaint, and investigation will be done to determine if any further accommodations can be made. Attached is a copy of the agreement.

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 electronically signed the “Agreement” on 8/4/2014 for 36 months....

Per the terms and conditions on the agreement a 30 day written notice is required. Amount owed on the account will remain. If she has any further questions or concerns please contact us at 1-[redacted]. Sincerely, Customer Protection Department

Protect America has received the rejection submitted by Ms. [redacted]. Upon review of the sales call, the sales team member did inform Ms. [redacted] that she had the right to cancel the agreement within the first 2 weeks and pay a restocking fee. At this point, Ms. [redacted] does have the options to transfer the service to someone else or pay off the remainder of the term. While we do sympathize with Ms. [redacted], we ask that she allow our technical support team to further assist with troubleshooting the issue.

We've offered multiple resolutions in resolving Ms. [redacted] inquiry in regards to her leaving the equipment at her previous residence with her declining all possible resolutions. Per Ms. [redacted] agreement we ask that our customer's test their system monthly to assure their system is functioning properly. Protect America will replace all equipment that is not functioning properly. We regret that at this time we are unable to reach an amicable resolution with Ms. [redacted].

Complaint: [redacted]
I am rejecting this response because: This is complete crap. I've given them 30 day cancellation notices multiple times. They've continued to charge me even after I moved and had to block them on my credit card. I can show where they were still charging me in 2015 so how in the world can I have an outstanding balance when I left Ohio in 2014 and asked to cancel the service on multiple occasions is March of 2014. Please see attached images of my AMEX statements where Protect America charged me every month for since August 2014 to January 2016
Regards,
[redacted]