PADEN'S LAWN SERVICE

Protect America has received the complaint submitted by Mr. [redacted]. Upon review of the account it is determined that we sent him the necessary equipment under warranty to replace the equipment that he was having issues with and we tried to assist him with the installation process to no...

avail. We ask that he allows Protect America to continue to assist him with his equipment issues.

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 that is correct that I did signed the contract for 24 months and not for 36 months as stated by the company but I was communicated by the company's sales representative that I can get out of the contract at any time and therefore, all I have to do on my part was to send back the equipment. I have been paying a $39.99 monthly fee for a faulty equipment and obviously that the false advertisement that the company uses to get customer to sign contracts is not really ethical business practices. I contacted them regarding the faulty equipment but the honest truth I really do not want to do any business with a company who lies about its business practices and deceives customers about the contract terms. When I reached out to them about my issues they offered a $100 Visa Gift Card however; they wanted to extent my contract for 48 months. All I want to do is to cancel my service with the company and to get out of this contract.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I spoke to representatives today and they played dumb about the situation. I asked to speak to the consumer relations person that left me a voicemail on Friday. Of course they said that person was not in office today. I get harassed daily from this company and always from a different person that has no clue what is going on with my account. The calls also come from different numbers and my phone service alerts me that “scam likely”. 
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We appreciate the opportunity to resolve her concerns. The Monitoring Agreement that Ms. [redacted] signed and acknowledged demonstrates that we require a thirty day cancel notice in writing. We provided earlier, a copy of the Agreement for reference.  We ask that she allows Protect America to assist with any further concerns.

Thank you for allowing us the opportunity to address Ms. [redacted] concerns regarding her cancellation request. After reviewing the account, we’ve found that on August 17, 2017, she spoke with our billing department requesting a payoff amount to cancel service. It was explained that she needed to...

speak with our cancellation department, and we transferred the call. Our call record shows that she spoke with our cancellation department on August 17, 2017, and explained the upgrades offered by the new alarm company. We also offered upgrades and Ms. [redacted] seemed very interested and stated she would call the other company to see if there was a cancellation fee. She then asked if she couldn’t cancel with her new company, could she get the payoff amount.  We explained that if she chose to cancel service with us, we would email her the cancellation link and that would provide the ending balance for her.  Ms. [redacted] ended the call with the expectation that she would call us back to inform us if she wanted to continue service or needed to cancel service with us. We never received a callback in August. On March 1, 2018, Ms. [redacted] called regarding the auto draft from her account. We explained that we require a 30 day written request for cancellation and we never received one from her. There is no refund due at this time but we have used the correspondence from your office as the 30-day cancellation notice and waived the final monthly payment. Please feel free to contact us at ([redacted]-[redacted] with any additional questions or concerns. Best Regards, Customer Protection

We have received the complaint filed by Mr. [redacted] and found that on 11/20/17, he called stating he sold his home and would like to transfer the security system to the new homeowners. We explained the process to transfer service and he stated that he would have the potential (new) customers call our...

office to complete the transfer. On 12/7/17, the potential customer called to transfer service and we sent the change of responsibility paperwork to the email address she provided us but she never completed and returned the transfer paperwork to our office, therefore the service remained in Mr. [redacted] name. Mr. [redacted] entered into a 36-month agreement that automatically renews on a month to month basis. At the end of the agreement term, we require written notification of cancellation from a customer no sooner than 90 days prior to the end of term or no later than 30 days prior to the end of the initial term or any renewal term. At this time Mr. [redacted] account is eligible for cancellation and the cancellation link has been sent to his email address to sign and return to us. On 3/20/18, we’ve had the opportunity to speak with Mr. [redacted] and clear the final balance for him. After reviewing the account and calls, there is no refund due at this time. We ask that he contact us at [redacted]@protectamerica.com or [redacted]-[redacted] ext. [redacted] for additional questions or concerns. Regards, Customer Protection

Complaint: [redacted]
I am rejecting this response because:The Account has Me, [redacted], as the applicant and [redacted] as the co-applicant. I opened the contract and was asked is I wanted to include my wife. I gave the rep her information as well as mine. If you look at the contract it has both our names, me being the applicant. In the section were you are required to agree to the terms, I am the only one who initial them. If you are stating that [redacted] is the approved party then this contract is not valid.You also stated in the previous response that my contract will be canceled on 10/15 but you did not state any terms of the cancellation. I do not wish to receive and additional withdrawals from my bank account. Am I going to receive any surprise charges?
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We've had the opportunity to speak with Ms. [redacted] and are working together to reach a resolution. We ask that Ms. [redacted] continue to allow Protect America to Assist.

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 called on August 23, 2017 at 4:09 pm. The representative provided the expectation that she would get 4 months free with the renewal/extension for 36 months. At this time her request will not be granted. If she has any further questions or concerns please contact us at 1-[redacted] Sincerely, Customer Protection Department

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 his account we have found that he agreed to sign a “Renewal Agreement” on 1/28/2016. If he has any...

further questions or concerns please contact us at 1-[redacted]-[redacted]-[redacted]. Sincerely, Customer Protection Department

Complaint: [redacted]
I am rejecting this response because: Protect America did not offer a replacement system until I was canceling service. I have been having problems with the system for quite a long time, and tried working with Technical.  Protect America would send out replacement sensors that I had to pay for. If there was a warranty like they state why did I pay for sensors that's not functioning correctly? After not working time and time again I decided to cancel. In their cancelation process they force you to include your credit card information, and if you don't you can't click the submit button. At the time of my cancelation their system was no longer being used I had installed a new system, and removed their system completely. They say they never received my cancelation, and continued to charge me each month. In order for me to stop that process I had to enter my credit card information again and was billed $207 dollars for months I never used. I was no longer under contract with Protect America, and because of that I should have been able to stop service right over the phone the day I called. One of my co-workers [redacted] is currently under contract with Protect America right now. She is having problems with their system right now, and her system was up less then 2 years. How do I know. I installed it for her. They offered to replace her system without even trying to trouble shoot the issue. She asked me the other day if I can come over and install her new system. If they had offered me a replacement system back when I first started having problems I would still be using their service today.  I should not have to pay for months I never used period.
Regards,
[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 not received the refund as of this writing and will await its arrival. Should I not receive the refund I will again notify the Revdex.com. Thank you for your assistance in this matter.
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We reviewed the account in detail. We determined that she was advised of the 14 day cancellation policy both verbally and in writing. We have not received the equipment to date. She stopped making payments on the account in...

February 2014. The account was eventually  turned over to a 3rd party collections agency. We ask that she contacts Southwestern Investors Group at phone number: [redacted] for any further inquiries.

Complaint: [redacted]
I am rejecting this response because:      I ask that a manager call me the last time I talked to them. No one called or even left a message . That's how important I feel I am to them.  They Just want they money in my pocket.       Truth of the matter is, I do not trust their system after all this hassle.  I have got a failure right now, that they have reset several times.  They have just plain lost my trust in a system to protect my home.  That's the bottom line.  Replace a sensor or sensor's my cure the problem today, like it been doing and come back again.  That's the faith in the system I've lost.       Still want the contract cancelled and no harm to my credit report. 
Regards,
[redacted]

Protect America, Inc. has received the complaint submitted by Ms. [redacted]. Since submitted, Ms. [redacted] has been contacted by Protect America's Customer  Advocate department in order to resolve the issue. We ask that Ms. [redacted] continue to allow Protect America, Inc. to assist with any further...

concerns.

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 the she spoke with a representative on October 23, 2018 and came...

to the agreement to renew for 12 months. Ms. [redacted] never signed renewal agreement therefore she never received the incentives that were offered. She called back January 26, 2018 in regards to discontinue service. The “end of agreement terms” were emailed to her where she electronically signed them. We have a cancellation date as of February 28, 2018 for her security service. At this time her request will not be granted. If she has any further questions or concerns please contact us at 1-[redacted].   Sincerely,   Customer Protection Department

Protect America, Inc. would like to apologize for the previous response not being to standards for Ms. [redacted]. With that said we have come to the conclusion that given the circumstance Protect America, Inc. provided Ms. [redacted] a credit towards her account due to the inconvenience experienced. This offer was accepted and acknowledged by Ms. [redacted]. Furthermore Ms. [redacted] has agreed and acknowledged the contract and the terms and conditions. This contract is dated September 30, 2014. Ms. [redacted] is under a 36 month agreement which is due to expire September 30, 2017.

Protect America has received the rejected response submitted by Mr. [redacted]. We reviewed the account and calls. Mr. [redacted] renewed his Agreement in July 2014 in exchange for upgraded equipment and a lower rate. Mr. [redacted] never installed and activated his equipment. He stopped making payments on the account. The balance owed on the account is valid. We have made several calls to Mr. [redacted] to resolve his issues to no avail. Mr. [redacted] has been a valued customer since 2006. We advise him to contact customer service at ###-###-#### to get assistance in resolving his concerns. We ask that he allows Protect America to assist with any further concerns.

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 his account we have found that [redacted] requested to discontinue services on 12/24/2017....

Per the terms and conditions, a 30 day written notice is required. Any payments due until the end date of the agreement will remain. If she has any further questions or concerns to please contact us at 1-[redacted]. Sincerely, Customer Protection Department