PADEN'S LAWN SERVICE

Protect America, Inc. has received the complaint filed by Ms. [redacted]. In reviewing her alarm event history with the Central Monitoring Station it appears that the alarm was tripped & disarmed simultaneously. Cancel/Abort signal came in first, but during same second alarm signals started coming through. CMS records also show that someone in the home was able to enter a valid disarm code. We suggest Ms. [redacted] allow us to set a delay in alarm signal transmittal.

Protect America has received the rejected response submitted by Mr. [redacted]. We appreciate the opportunity to address his concerns. We were able to reach out to him and provide an amicable resolution. We ask that he allows Protect America to assist with any further concerns.

Protect America, Inc. has received the response submitted by Ms. [redacted]. Due to the nature of the response, an investigation will be conducted to determine if there are any other accommodations that can be made.

Complaint: [redacted]
I am rejecting this response because: I am on vacation and they indicate they have tried to contact me. They have called me 1 time and left a message.  Another example of poor customer support.
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, it is outlined in the agreement that Protect America requires a 30 day written notice prior to the end of any term in order to cancel service. We received that notice on August 5, 2016 and the account was processed...

for cancellation accordingly. We ask that Mr. [redacted] contact our billing department at [redacted] to discuss any payment arrangements for the final balance.

We’ve received the rejected response from Mr. [redacted] and in further review of his account information previously provided; we initially requested that Mr. [redacted] provide us with the documentation from the senior living facility he will be moving into. With the documentation from the senior living facility, we would be able to look at different alternatives for Mr. [redacted] account. At this time we have not received the documents for the senior living facility therefore the account will remain in its current active status. We ask if Mr. [redacted] have any additional questions to please contact us at [redacted]-[redacted]-[redacted]. Sincerely, Customer Protection

Protect America has received the rejected response  submitted by Ms. [redacted]. We appreciate the opportunity to address her concerns. We reviewed all the recorded calls. The cancellation policy explained to her by the sales representative is the same policy that was reiterated to her by the customer service representative  when she contacted us later regarding her billing issue. This information is also located on the Monitoring Agreement that was provided to her previously for her further review. We ask that she allows Protect America to assist with any further concerns.

Protect America has received the complaint submitted by Ms. [redacted]  We reviewed the account and calls and determined that the account was cancelled within the allotted contractual allowance period as per request and notification of the cancellation of the account was sent to Ms. [redacted]...

email. We ask that she allows Protect America to assist with further inquiries.

Protect America has received the complaint submitted by Ms. [redacted]. Due to the nature of the complaint, an investigation will be done to determine if any further accommodations can be made.

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

Protect America has received the rejected response submitted by Ms. [redacted]. We reviewed the account and calls thoroughly and stated what occurred accordingly. At this time, she would need to contact [redacted] at phone number: [redacted] for any further inquiries.

We have received the rejected response from [redacted] and have sent new equipment that will be installed February 22, 2018 at 7:00 pm. At this time we ask that she call our office at [redacted]-[redacted]-[redacted], to allow us the opportunity to reach a resolution with any further concerns. Sincerely, Customer Protection Department

Complaint: [redacted]
 
I am rejecting this response because:  I called Protect America today and they said the account would not be cancelled until March 31st. This would accrue another month's charge and the amount for February, I think. I will be glad to mail a check for $139.62 as soon as I receive a message that the account is truly closed and no other fees will occur. Please feel free to call me and leave a message if I  am unable to answer your call. Thank you.
Regards,
[redacted]

Protect America, Inc. has received the complaint submitted by Ms. [redacted]. We've since spoken with Ms. [redacted] and were able to reach an amicable resolution.

Complaint: [redacted]
I contacted the number provided by the business in the previous email. I was told that my only two options are:1. Buy out the contract by paying the full three years worth of monitoring service now, or2. Transfer the service to a friend/relative, who would continue to pay the monthly rate until the contract expires.Both of these options have already been presented to me and I had declined them on the January 24th call. By continuing to present these two options, it shows the unwillingness of the business to work with me to reach a mutually satisfying solution. The business maintains its refusal to let me cancel my service. 
Regards,
[redacted]

Complaint: 11964517
I am rejecting this response because: it does not negate the fact that I have asked to have this accounted cancelled over 20 times and STILL have not heard back from the company on what steps are necessary to close this account.  The contract ended in September 2016 and I have been charged 4 additional months of service because of the company's lack of customer service, honesty, and communication.  If the company showed any integrity what-so-ever, the last 4 months should have been refunded and we should have heard back from a representative MONTHS ago regarding this issue rather than only receiving calls to collect on the account.  
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. After review, the account will be pulled back from the collection agency. We ask that Mr. [redacted] allow Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:You are stating the exact same thing without responding to my questions or comcerns. As you and I both stated I was interested in canceling in January. Why would I have to call at a later time to put my cancellation in place for September. The lady on the phone at that time even asked me "would like to pay off your balance and cancel now or have it cancelled in September?" I clearly remember let's leave it and let it be cancelled automatically in September since I'm going to pay the same amount anyway. What your company is doing is fraud and I will file a charge back ok my credit card
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. Upon review of the sales calls,  Ms. ** asked the sales representative whether they should set up the home security while they were doing renovations. The sales representative advised her that it was entirely up to her. He...

stated that he will explain to her how the system works. He stated that since the house was already in her possession, he would recommend they set up the system in order to avoid theft of any of the materials they had installed in their home but again that is entirely up to them. Ms. ** stated that she will discuss with her husband and call back. The second call resulted in Ms. ** accepting the offer and the sales representative walked her through signing the online agreement. During the call, she had stated that the renovations to the house would be completed in January, so she wanted to know when does the first payment occur. She was advised that the first payment starts immediately because that is when the contract begins. She stated that she did not want to pay for not being monitored, the sales  representative advised her that once she calls back to install the equipment we would give her a credit for the month that she did not use the system and at most two months. Customer understood.

Complaint: [redacted]
I am rejecting this response because:
I paid Protect American $254.96 (which I still feel is unfair) but they're claiming I owed just $104.99. What was the additional $149.99 I paid for?
Regards,
[redacted]