PADEN'S LAWN SERVICE

Thank you for allowing us the opportunity to address Mr. [redacted] concerns. Our records show that Mr. and Mrs. [redacted] signed their agreement with us on 8/4/17 through one of our partners. Prior to mailing the security system to Mr. and Mrs. [redacted], our account executive that handles the outside sales...

partners, contacted Mr. [redacted] and explained that he was calling from Protect America, his security company. Mr. [redacted] acknowledged the introduction and our account executive explained he needed to go over the important items for security reasons. He proceeded to verify the account information and made the necessary corrections with Mr. [redacted] then explained the monthly monitoring is $54.99, and that’s billed separately by Protect America. The account executive also stated he wanted to be sure that was explained to their satisfaction by the outside sales member. Mr. [redacted] stated he was told about the Direct TV bundle from the salesman. Our account executive explained that Protect America is not bundled that it is billed separately because we are a separate company. We also explained that they give a bundle [redacted] but we bill separately. Mr. [redacted] stated let's go ahead and proceed. On 8/8/17, Mr. [redacted] called and stated he has our security system and he would like assistance installing the system. We assisted him step by step installing the security system and everything functioned properly. Our records show that Mr. [redacted] acknowledged that he understood we are a separate entity from Direct TV. At this time we ask that Mr. [redacted] contact our office at ([redacted]-[redacted] in an effort to reach a resolution with him.  Regards, Customer Protection

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 advised of the 15 day trial period. We will have a...

technician contact her to make sure her equipment is working as it should. If she has any further questions or concerns please contact us at 1-[redacted]-[redacted]-[redacted]. Sincerely, Customer Protection Department

Protect America, Inc. would like to inform Mr. [redacted] that we are currently researching his security account in hopes to come to an amicable resolution. Our Customer Protection Team will be reaching out to Mr. [redacted]. We thank you for your patience in advance.

Complaint: [redacted]
I am rejecting this response because: I tried several times to get the matter resolved and continued to get the run around. Of course my calls would be noted in the files if the customer service representative did not put them in the files. As noted earlier, I named the customer service representatives who I spoke with ( those were the names that the representative gave me). I also asked to speak to supervisor on several occasion only to be told none were available. So this information that the company is reporting is false just like there services. They only stated that would try to fix camera after I inform them I no longer wanted the service because I was told on several occasions that I did not need the camera to use the alarm system, although they continue to charge me for using the camera. I told I should not have to pay for the camera since their technical department could not fix the problem. The company even stated that they noted my service not being active. The customer service representatives were rude and very unprofessional, and kept insisting that I didn't need the camera instead of trying to resolve my problem. Only thing they kept stating was that I would have to pay (never trying to come to a compromise or give me credit for the camera) and that I could not cancel my contract. They would never let me speak to a supervisor, I was always told they were busy assisting others or the department was about to close even though I called at least three times between 8:30 a.m. and 4:30 p.m. So I am not surprised that my calls or notes that I calls was not recorded and put in the files because this is the kind of service this company provides. I would like to have the credit for not being able to use the camera for a year and a half and have my contract terminated because I am not even using their service at this time nor do I wish to continue to use their service because I don't feel like my home was being monitor by their system correctly.
Regards,
[redacted]

Protect America, Inc. would like to thank Mr. [redacted] for his service and contribution to the United States Army. We regret to say that we are unable to cancel the account for Mr. [redacted] at this time. There is an obligation to the 36 month agreement that was signed on November 27, 2013. Mr....

[redacted]'s current contract is due to expire November 27, 2016. Here are the options that we have available:1. Transfer2. Pay the remaining months that are left on the contract in full

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, it is outlined in section 1 of the monitoring agreement that the customer may cancel the agreement by returning the equipment within 14 days of the shipment date. Our records indicate that Mr. [redacted] has received and...

installed the additional equipment requested. Attached is a copy of the agreement.

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

Complaint: [redacted]
I am rejecting this response because:I was told in September and October that my contract ended in October. Consider this my written notice that I am discontinuing a business relationship with your wretched company. You are no longer authorized to debit my account. Furthermore I did not sign a contract. Please promptly issue a refund of $61.99 which was debited from my bank account without authorization. 
Regards,
[redacted]

Protect America has received the rejected offer submitted by Ms. [redacted]. Protect America does not contract external technician services in her area. We ask that she allows Protect America to assist with any further concerns.

Protect America has received the rejection submitted by Mr. [redacted].  Upon further review, a new replacement system is being sent to Mr. [redacted] to correct the issues that he has experienced. We ask that he continue to allow Protect America to assist with any system issues

Complaint[redacted]
I am rejecting this response because:I have signed no contract with Protect America. The salesman was to lower [redacted] and [redacted] as a bundle not just protect America . So as I have started to P A and [redacted] there is no contarct with P A.
Regards,
[redacted]

We are currently investigating the issue described by Mr. [redacted]. Protect America, Inc. will be reaching out to Mr. [redacted]. Thank you for your time and patience on this matter.

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 submitted the cancellation request 1/15/2018. Per the terms...

and conditions of the agreement a 30 day written request is required. At this time his request will not be granted. We have included a copy of the signed “End of Agreement Terms” for your records. We ask that he reach out to us directly if he has any additional questions or concerns at 1-[redacted]-[redacted]-[redacted]. Sincerely, Customer Protection Department

Protect America has received the rejection submitted by Mr. [redacted]. We've had the opportunity to speak with Mr. [redacted] and were unable to reach an amicable resolution. We ask that Mr. [redacted] call ###-###-#### [redacted] to allow one of our technicians to assist with any further system setup.

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]

Complaint: [redacted]
I am rejecting this response because: I accepted an offer made to me by the Licensing Department yesterday. They told me that they will make contact with the supervisors at LAPD Alarm Section to see if they can pull the false alarm fee out of collections and allow me to complete alarm school to waive the fee, or if they cannot pull it out of collections, [redacted] told me that Protect America will pay the $162. If everything goes as planned I will not be canceling my Protect America account. Thank you.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I’m not sure if you actually lost my cancelation letter or if this is your standard business practice.  Either way it’s quite disturbing. I provided a copy of the cancelation per your request, but now they expect me to have a postmarked copy.  Who out there hangs at the post office so they can get copies of their postmarks?  The contract does not requireproof of delivery for the cancelation letter. You expect me to pay for service until this month, even though I canceled service back in January.  So instead of reimbursing me for the post cancelation months when you took money from my credit card, you want me to pay more to “resolve” this issue?  This sounds more like extortion than a resolution.     
Regards,
[redacted]

Protect America, Inc. has received the complaint filed by Ms. [redacted]. In reviewing her account we’ve found that Ms. [redacted] has been a valued customer of PAI beginning 10/7/2013. With relocating the alarm system to her new home, Ms. [redacted] was familiar with installing her equipment. After installing the...

equipment Ms. [redacted] called for assistance with programming of the equipment. After completing a system test with Ms. [redacted] on 9/2/2015 we found that sensors that were previously set as a delay in her previous home had been placed on windows in her new home. This has since been set to no delay and the window sensors will sound immediately. Additionally, please be advised that if the mobile app reads offline does not mean the alarm system is not functioning. Per Ms. [redacted] agreement we will replace equipment that is not functioning properly. We have attempted to contact Ms. [redacted] to address her concerns. At this time we ask that Ms. [redacted] contact our office for a possible resolution.

Protect America has received the complaint submitted by Mr. [redacted]. We've had the opportunity to review the sales call and have contacted Mr. [redacted] about our findings. We ask that he allow Protect America to assist with any further concerns.

Protect America, Inc. has received the rejection submitted by Ms. [redacted]. We've spoken with Ms. [redacted] and offered to clear part of the balance for her if she was willing to pay the portion that she owes. Ms. [redacted] denied the offer stating that she is only willing to pay $49.99. She is responsible for $99.98 of the current account balance, which is $249.91. We were unable to reach an amicable resolution.