PADEN'S LAWN SERVICE

Complaint: [redacted]
I am rejecting this response because: they are not being truthful. They have only called me one time and I spoke with them. They continue to lie and say that they are monitoring my security system. This is not true, as we got rid of them and their equipment in 2015; so how can the monitor what was not available to them? They continue to lie and they got money illegally from us.
Regards,
[redacted]

Protect America has received the rejected response submitted by Ms. [redacted]. As previously, mentioned, Protect America would be happy to assist her further regarding her sensor issue. We ask that she allows Protect America to assist with any further concerns.

Protect America has received the rejected offer by Mr. [redacted]. We were able to offer him a viable option and reached out to him with the resolution to which he accepted. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: I called to cancel on February 16, 2017 three years to the day to terminate the contract.  I called and tried through the internet to cancel and could not and called again several times and could not.  The termination date was February 16, 2017 and I am owed $176.00 that Protect America took from my credit card.  By not having a way to cancel one wants to and then keep on charging for a service that you don't want anything to do with is nothing more than bribery or fraud.  I would like to have $176.00 back.
Regards,
[redacted]

Complaint: [redacted] I am rejecting this response because: Based on your generic response, Protect America obviously does not take this situation nor their customer very seriously. Protect America has again and again failed to timely process the change of responsibility request or provide acceptable customer service. The transfer of responsibility was initiated near the end of November and it was not until January 20, 2017 when the transfer of responsibility was allegedly completed. Since the initial request for the change of responsibility, I have been blatantly lied to, misinformed, deceived, and harassed by Protect America. Regarding Protect America’s terms and conditions relating to change of responsibility, Protect America claims “it is required that an account has to have a clear balance before and throughout the process of transferring the account to another prospective new customer”. On two occasions, there was a clear balance on the account, which should have allowed the change of responsibility to be processed. The incompetence and negligence of Protect America to enter correct data into their database in order to process the change of responsibility was the reason for delay. Multiple times I had to provide the correct information for the prospective account holder and it had been entered incorrectly multiple times. With the data being entered incorrectly multiple times, it seems that it was done willfully to delay the change of responsibility. Per my attached billing statement from AT&T, over 3 hours have been spent on the phone or on hold with Protect America attempting to resolve this situation.In my original complain, I stipulated my request for compensation due to the deceit, anxiety, and time spent attempting to resolve this whole situation. I stand by that request for compensation to resolve this matter.Regards,[redacted]ATTACHMENTS: ATT Statements 11.19.16-1.18.17.pdf

Protect America has received the complaint submitted by Ms. [redacted]. We reached out to her and we were able to resolve her concerns.

Protect America has received the rejected offer submitted by Ms. [redacted]. Upon review of the account, it was determined that we tailored her alarm system, based on what she advised her needs were then. At the time of the initial system installation, she provided the reasons why she purchased the system. We reviewed with her every piece of equipment that she had purchased and educated her on each specific function of the equipment. She indicated that she understood the functions of the system. We offered her the opportunity to purchase additional equipment. She declined. We do encourage her to contact our Resolution Department to find out what additional discount offers we have available with regards to her account.

Protect America has received the complaint submitted by Ms. [redacted]. As per Protect America's contract terms and conditions, the agreement is for 36 months. A review of the account and calls was conducted, and it was determined that, Ms. [redacted] was advised of the terms and conditions of the...

agreement on the initial sales call dated February 11, 2014. She contacted us on May 4, 2016 with regards to the matter and we offered her different feasible options. We ask that she contacts [redacted] at phone number: [redacted] for any further inquiries.

Protect America, Inc. has received the complaint filed by Mr. [redacted]. In reviewing his account we have offered to replace the standard sensors with sensors that will provide the strongest signal strength than his current sensors. We’ve also offered to reprogram the sensors and troubleshoot the...

entire system in an effort to find a resolution. As per Mr. [redacted]’s agreement, PAI replace all equipment that is not functioning properly.  At this time we ask Mr. [redacted] to contact our office to allow us the opportunity to reach a resolution.

Protect America has received the rejected response submitted by Mr. [redacted]. As per Protect America's Agreement terms and conditions, we require a thirty day written notice to process cancellation of the account. This information was provided to Mr. [redacted] when he initially set up the account on August 14, 2012 to which he provided his verbal and written consent. This information was recapitulated to him in August 25, 2017 when he called to cancel the account. We received his thirty day written cancel notice effective August 31, 2017 and processed cancellation of the account accordingly. Enclosed is the End of Agreement terms document that he provided his written consent for his review. At this time there is no refund due on the account. We ask that he allows Protect America to assist with any further concerns.

Thank you for allowing us the opportunity to address Mr. Fletcher’s concerns. Our records show that Mr. [redacted] was provided with “Balance Forgiveness” February 2018. Our policy is that you may qualify once in a 12 month period for “Balance Forgiveness”. Since Mr. [redacted] was awarded in February...

2018, he is not eligible at this time for the “Balance Forgiveness”. We often send out emails to our valued customers to take advantage of our sales and promotions. We ask for Mr. [redacted] to contact us if he may have any additional questions at [redacted]-[redacted]-[redacted].   Sincerely, Customer Protection

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, Mr. [redacted]’s account will be credited for the month of June. He has also received an electric copy of his monitoring agreement for his records. Mr. [redacted]’s account is set to cancel June 30, 2016.

Complaint: [redacted]
I am rejecting this response because:The package has not arrived and, as explained during our telephone conversation, my family is leaving the property tomorrow morning to fly back to Europe. We are then, again, without a working alarm system. The property manager cannot do the installation. I will not be returning here until May. Protect America, by locking me into a 3 year contract, is charging me a monthly fee for a non functioning alarm system.
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We reviewed the account and it was determined that the false alarms she experienced was due to user error. She is still in contract and we have provided numerous options and educated her with regards to her account and false...

alarm issues.  We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
 
I am rejecting this response because:
Please someone tell me why I was told that my account will be taken care of once I got the new equipment self installed in my new house? I got conned for even more money out of my pocket. Not to mention the complete waste of my time. Ask [redacted] why he did not call me back after he got it taken care of.  obviously your company knew I did not have service for 7 months but kept my money no problem. The company did not care that I had no service until I stopped paying. Do you pay for services that you are not receiving? I certainly told this company that I was not receiving services long before I reversed the charges on my Credit card. I sincerely believe this company did not provide the services that were promised. I have them a chance to make it but I ended up with more  equipment and still no service. If this company insists on doing business on a model of deception then the public must know. 
Regards,
Bi[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We processed the cancellation of the account accordingly. We ask that she allows Protect America to assist with any further concerns.

Protect America has received the complaint submitted by Mr. [redacted]. As per Mr. [redacted]'s agreement with Protect America, his contract is for 36 months.  We have reviewed the account and determined that we contacted Mr. [redacted] and provided feasible options on how to resolve his...

billing issues. He declined. We ask that he allows Protect America to assist with any further concerns.

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, he was advised that he needed to submit a 30 day cancel notice. We have not received the notice yet but, we will accept this complaint as the 30 day notice and will process the cancellation of the account...

accordingly. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]I am rejecting this response because:  Please See AttachmentThis response is to your report to Revdex.com:Money does not grow on trees and it is not free, so why would I want to leave one company to go to another and spend more money doing so?  I would not have taken that step to pay another company to protect my family and our belongings if no one had broken into our home.  Your company WILL not blame me or my family for lack of protection on your end.  We are not low down scandalous people trying to weasel our way through anything.  My husband and I both have degrees, have good jobs and we work hard for what we have.  We don’t have to take from anyone and we DO NOT appreciate anyone taking from us.  At the time the break-in was discovered, my husband was at work, and I had recently gotten off from work and was in route home.  My 18 year old daughter went home, discovered the break in, called me and I then called the police while I was in route to my home.  I was told by dispatch once I got home to wait on the police to get there, and I did so.  Once law enforcement and the forensics investigator left, I called your company to inquire about why I was not contacted.  When I called the alarm monitoring station on Saturday, August 15, 2015 and asked the young lady that I spoke with if she had any record for us and was told yes, two but the panel was disarmed.  I told her then there was no way as we were not home and someone broke into our home and pulled the wires out of the system.  We stayed away from my own home for seven days because we did not feel safe.  Someone broke into my home and stole from me and my family and you make such an accusation as to someone in the home disarmed the alarm.  The nerve of your company to take our faithfully made payments to leave my family and our possessions unprotected and then to turn around and try to accuse us is blatantly disrespectful and offensive.  Going through the process of filling out paperwork for the police department and for my insurance company, as well as obtaining records/documentation for them, is very time consuming, a hassle, and is not something I’ve enjoyed doing.  If you need to question my family at the homes in which we were staying, you can do so.  We have nothing to hide.  No one in my household was home at the time of the break in and we have not shared our homes alarm code with anyone; therefore no valid disarm code was entered.  The home invader PULLED the wires from the system.  The Alarm Panel along with the other pieces of equipment was mailed back to your company.  I suggest you take a good look at that panel.  Those wires weren’t cut and the alarm code was not entered.  Like I’ve stated before, I will go to court behind this matter and my family will be right there with me.  We will not stand for a company to falsely accuse us of such a crime.  I will go to the ends of the earth with you about this matter because it’s not being properly handled and your company was negligent on your part.I’ve talked to three people at Protect America; the first person was the day of the break-in to find out if activation of an alarm was received.  The young lady told me yes, two had been received, one for the motion and one for the front door.  I asked her what time this occurred and she stated 8:00 am and I said there is no way that someone broke into my home in broad daylight.  She then stated that the alarm was disarmed by the panel and I told her “no ma’am the burglar pulled the wires from the panel, we were not home.”  I was then placed on hold and when she returned her suggestion was to send out a new panel.  No apologies, no concern or compassion for what had happened.  I then asked her again what time the alarm signal was received and she did not want to further discuss that information with me.  The second person I talked to, I asked to speak to a manager and the third person was a manager named [redacted].  Ms. [redacted] only wanted to talk about me allowing them to keep protecting my home, because I’ve been with them for so long and this was the first issue I’ve had with them.  Her only concern was for me to stay with the company and keep the contract; I didn’t even receive an apology for the burglary, lack of protection or for the invasion of my privacy.  Like I stated to Ms. [redacted] over the phone and in a letter I sent to her via email, I want out of the contract with Protect America due to dereliction of service.I would also add that your company is not in good standing with your customers based on Revdex.com’s customer review summary.  I’ve seen and have gone through all 422 complaints on Revdex.com’s complaint resolution log and not one satisfied customer to back your company up.  Customer experience rated for Protect America is 90.9% negative and 86.4% of your customers is unlikely to recommend your company to others.  This information SPEAKS VOLUMES about your company and how you treat your customers.  I will by any and all means necessary discredit Protect America and warn customers & potential customers of how this company handles a break-in.A simple search of Google has turned up pages upon pages of complaints from dissatisfied customers.  There is another site [redacted] with 126 reports, as late as August 10, 2015.  Apparently your company is so popular that there is a website all about Protect America; the faulty equipment, rude representatives and horrible services at [redacted] [redacted]  [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]This company is down right a scam and you are not allowed to get out of your contract.These people are a scam, if you want to keep your family safe DO NOT USE "PROTACT AMERICA" IT SHOULD SAY"SCAM AMERICA " in closing this review...if you write a review on google they delete it, if you write a review were they have control they delete it so consumers do not know the t[redacted] about their service.”Again my suggestion is that my contract be deemed null and void along with any and all fees that Protect America are trying to bill me for.Regards,[redacted]

Protect America has received the rejected offer submitted by Mr. [redacted]  Protect America has handled the matter through the Division of Consumer Services.