PADEN'S LAWN SERVICE

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 resolutionsPer Ms [redacted] agreement we ask that our customer's test their system monthly to assure their system is functioning properlyProtect America will replace all equipment that is not functioning properlyWe regret that at this time we are unable to reach an amicable resolution with Ms [redacted]

Protect America, Inchas received the rejection submitted by Ms***While we do sympathize with Ms***, it was previously explained to Protect America that the original package was stolenIt was requested by Ms [redacted] that Protect America send the original package to an alternate addressThe agreement has been cancelled, but no refund can be issued due to the lost equipment

Protect America has received the complaint submitted by Ms***We've had the opportunity to communicate with Ms [redacted] and reach an amicable resolutionWe ask that she allow Protect America to assist any further concerns

Protect America, Inchas received the feedback submitted by Ms [redacted] After review, the offline issues Ms [redacted] has experienced are not due to the alarm systemThe broadband monitoring option solely depends on the home internet connection provided by the internet service providerWe ask that Ms [redacted] call us at ###-###-#### to troubleshoot the issueOur records indicate that a cancellation representative reached out to Ms [redacted] and left a voicemail on 11/4/to discuss cancellation options for her accountTo discuss cancellation, that department can be reached at ###-###-#### as well Attached is a copy of the signed agreement

Our Customer Protection team was able to speak with Mr [redacted] about his particular concernWe provide and solution for Mr [redacted] but was unfortunately declinedWe regret to say that we are unable to cancel the security service for Mr [redacted] at this time

Protect America has received the complaint submitted by Mr [redacted] We appreciate the opportunity to resolve his concernsWe reviewed the account and calls As per Protect America's Agreement terms and conditions, the term is months long and requires a day written notice to process the cancellation of the account once the term is completeBased on our records, Mr [redacted] was advised of these terms when he initially set up the account on May 31, and on June 26, respectivelyAt this time, we have not received his signed day written cancel notice We ask that he allows Protect America to assist with any further concerns

Protect America has received the complaint submitted by Ms [redacted] It is outlined in the signed agreement that Protect America requires a day written notice in order to cancel servicesWe've previously had the opportunity to discuss this policy with Ms [redacted] , but we hadn't received that noticeWe will accept this Revdex.com complaint as the day written cancellation noticeMs [redacted] 's account is being processed for cancellationWe ask that she allow Protect America to assist with any further concerns

Complaint: [redacted] I am rejecting this response because:I spoke with Protect America and was told that I would not be given a refund and my account would once again be billedMy phone call was returned after three weeks and I was told I have to submit a request to terminate services but because it was not within days of the next billing cycle they would be taking an additional $I was unable to cancel my account when the company did not return my calls and now I do not believe I should be required pay additional money because they did not return my call for three weeks Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Protect America did not offer a replacement system until I was canceling serviceI 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 forIf 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 cancelIn their cancelation process they force you to include your credit card information, and if you don't you can't click the submit buttonAt the time of my cancelation their system was no longer being used I had installed a new system, and removed their system completelyThey say they never received my cancelation, and continued to charge me each monthIn order for me to stop that process I had to enter my credit card information again and was billed $dollars for months I never usedI 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 calledOne of my co-workers [redacted] is currently under contract with Protect America right nowShe is having problems with their system right now, and her system was up less then yearsHow do I knowI installed it for herThey offered to replace her system without even trying to trouble shoot the issueShe asked me the other day if I can come over and install her new systemIf 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]

Complaint: [redacted] I am rejecting this response because:I was told repeatedly that the balance would be taken care ofI would not have wasted my time self installing this new equipment if I did not believe I would be made wholeThis company knew I did not have service from the first time I called to take it offline in August I was promised the equipment would work at my new house but it did not until I was finally given working equipment earlier this yearI feel this company is deceptive and does not intend to provide quality services or products but is charging a premiumI 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 complaint submitted by Ms [redacted] As per Protect America's contract terms and conditions, the agreement is for monthsA 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, She contacted us on May 4, with regards to the matter and we offered her different feasible optionsWe ask that she contacts [redacted] at phone number: [redacted] for any further inquiries

Protect America, Inchas tried to provide Ms [redacted] solutions due to her particular situationwhich has been declinedMs [redacted] agreed to a month agreement that was signed February 12, This contract is due to expire February 12,

Protect America has received the complaint submitted by Mr [redacted] As per Protect America contract terms and conditions, the contract term is months long and we require a day written noticeUpon review of the account, it was determined that we received the day written cancellation notice and processed cancellation of the account accordinglyThe balance on the account stands as isWe ask that he allows Protect America to assist with any further concerns

Protect America has received the rejection submitted by Mr [redacted] Upon further review, the agreement indicates that Protect America requires a day written notice prior to any term in order to cancel servicesSince we've received the written notice, the services are set to be disconnected on April 30,

Thank you for allowing us the opportunity to address Mr [redacted] concernsAs we reviewed his account we showed his smoke detector was triggered on 3/31/We contacted him and verified it was a alarmWhile Protect America is pleased that no one was hurt during the time of the fire, our records indicate that no sensors were triggered on 4/1/In an effort to resolve his smoke detector concerns, Protect America offered to explain the functions of the equipment and troubleshoot; Mr [redacted] declined our offers to assist and disconnected the callWe attempted to contact Mr [redacted] in regards to his equipment concerns and the newly incurred balance, but he disconnected the call with every attempt that we madeOn January 31, 2018, Mr***’s account was turned over to a third party collection agency due to non-paymentWe ask that if he has any additional questions or concerns to please contact [redacted] & [redacted] at ***-***-*** Sincerely, Customer Protection Department

We sympathize with Mrs [redacted] in that discovering this can certainly be both frustrating and shockingPer our agreement, this equipment is covered under a lifetime warrantyCustomers sign an agreement to regularly testing their system so that issues can be discovered & resolvedAdvance notice of equipment issues (prior to calling and testing) is not a part of our landline monitoring serviceWe regret that Mrs [redacted] has decided to cancel servicesA refund is not something we can offer at this time

Protect America, Inchas reached out to Mr [redacted] and will be honoring the refund in the amount of $

Complaint: [redacted] I am rejecting this response because:We have ZERO confidence in them By "them", we mean their product, their customer "service" and their equipment Rather than reiterate the myriad issues we've had with this unworthy company, I will ask them/you to reread our initial complaint We do not want their service because they have failed us; repeatedlyWe do not trust themWe do not believe they are capable We refuse to pay for a service we haven't received It's actually pretty straightforward and pretty simpleThe only thing we want Protect America, Incto do is to release us from the remainder of our contract, have our account record reflect the contract termination as well as a zero balance, and for them to accept their "equipment" when we return it That is all we want, and this will be the only acceptable outcome for us Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I was advised that I could add onto service at any time that does not seem to be "locked in" How is it the lock opens only one way to add service, but if you need to downgrade for any reason they pump the breaks I don't agree This is all important information that should be disclosed to the client prior to any "contract" They tell you what you want to hear and once you sign, they own you for the term agreement I"ve tried working with them since April, and have been paying even without the service i've acknowledged any misunderstandings on my part, but i'm not getting anywhere with this company I value my name, but they obviously don't Regards, [redacted] ( [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 resolutionWe ask that Ms [redacted] continue to allow Protect America to Assist