PADEN'S LAWN SERVICE

Protect America has received the complaint submitted by Ms. [redacted].  As per Protect America contract terms and conditions, the contract is for 36 months and we require a 30 day written notice to process cancellation of the account. We reviewed the account and determined that Ms. [redacted]...

[redacted] was still in contract and never submitted her 30 day written cancellation notice. She stopped making payments on the account. We tried to reach out to her several times during the course of the year but we were unsuccessful.  Eventually, the account was turned over to a 3rd party collections agency. We ask that she contacts MGI at phone number: [redacted] for any further inquiries.

Thank you for allowing us the opportunity to address Mr. [redacted] concerns. After reviewing his account and calls associated with his cancel request, we've found that the proper expectations were not met in explaining the cancellation process to him. At this time we have set Mr. [redacted]...

account to cancel on 5/31/18 with a clear balance and no further obligations to Protect America. Please feel free to contact us at ([redacted]-[redacted] with any additional questions or concerns. Sincerely,Customer Protection

Protect America has received the response submitted by Mr. [redacted]. Protect America provided Mr. [redacted] with options to transfer his service or pre-pay the remainder of his term. Again, while we do sympathize, Protect America no longer has account to Mr. [redacted]’s account, and he needs to contact Hillcrest Davison and Associates in resolving this matter.

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because: I have spoken to a manager: [redacted] Sanchez on Dec. 29th when I called protect America. We discussed the fact that Protect America had agreed to terminate my contract as of Jan 31st 2016. This was good news to me, but I had spoken to another manager [redacted] back in November and he had said that they would credit my account for the months of November and December which are now outstanding. They had already credited the months of Sept and Oct because they had not fulfilled their end of a contract signed Aug 6th 2015. [redacted] was going to speak with [redacted] to clear up my balance and return a call to me on Dec 30th 2015 at 7:30 on my cell phone. He did not call me back at the time discussed. I would like to just clear up all that we discussed and will be happy with this resolution. I am looking forward to Protect America to contact me with this final resolution. I also fear that now that Jan 1st has passed there will be yet another month billed to me, so I want this to stop.
Regards,
[redacted]

Protect America has received the rejected offer submitted by Ms. [redacted]. We reviewed the account and calls in detail.  She stopped making payments on the account as of December 2013. We reached out to her to collect payment plus offer options to her at no avail.  On April 2014, she called us and advised us of a specific financial reason of why she could not make the payments. We asked her if she had any other issues related to the alarm system apart from payment issues, she stated no. She stated that she has not been able to pay for the alarm system and other stuff. We provided various options on how to assist her with regards to the account. We provided the balance due and gave her breakdown of her payment history. We advised her that the account was in danger of being turned over to a 3rd party collections agency. She understood. 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: My husband, Mr. [redacted], did not tell them we were out of contract with CPI.  He told them that we were calling because we were looking at changing over to a wireless plan and had CPI with a land line service.  No one ever asked him if we were still under contract with CPI or to find out that before they signed him up.  He was pushed into a "trial period", which was a joke...they didn't tell him it started from the date the contract was signed, so we thought we had the 14 days to use it, when in fact we only got 7 days and were unable to cancel for their lack of cell service in this area.  Their hard sell technique was a ridiculous excuse for customer service.  We had no idea that our contract with CPI renewed automatically, but Protect America has the same auto renewal policy, as was told to me by one of the people I spoke with (Lindsey), so I know they were aware of what they were doing when they signed us up.  We had very little to no cell service during our time using their equipment.  Regardless of this whole contract fiasco, they have been unable to provide us with consistent wireless coverage for home security, which in itself makes the contract void.  They want us to pay for something we aren't getting?  I don't think so.  I have called at least 7 times and been told that they would have to make us take coverage with another leg of their company, which we did not sign up for, and I have asked to have a copy of our contract emailed to us, since it never was (Courtney was the last supervisor that I spoke with) and was told by Courtney that she would send it.  NEVER HAPPENED.   I am done calling them after almost 10 hours on the phone with ZERO help.  Pitiful excuse for customer service.
Regards,
[redacted]

Protect America has received the complaint 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. We do encourage her to contact our Resolution Department to review the numerous options that we...

have available for her with regards to her account.

Protect America, Inc. has received the response submitted by
Mr. [redacted]. Upon further review, the balance for February was not discussed
at the time the agreement was made about cancelling the service. It was
discussed that we would meet halfway on the charges in question. This is why
the credit for the month of November was promised. A credit of $49.99 was
applied to Mr. [redacted]'s account because a charge for November was still
drafted. In turn, this cleared the balance that was on the account from the month
of February.  There is currently no
balance on Mr. [redacted]'s account, and he will not receive any more calls or
charges in association with the service. We ask that Mr. [redacted] call Protect
America, Inc. at ###-###-#### to discuss any further concerns.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]Protect America INC. provides a service that was disrupted due to there plans to upgrade. The company has also been negligent on communicating to loyal customers that their present equipment may not provide the services that is paid for every month. I as well as every other paying customers, except Protect America to provide the services promised and to work appropriately with the equipment given. No communication about new system and new components was broadcasted to their customers in any form about the changes in service.

Protect America has received the complaint submitted by Mr. [redacted] We have reviewed the account and calls. We have determined that we provided him with different options on how to resolve his equipment issues and he declined. If he would like to discuss termination of the contract, he...

would need to contact us at [redacted]

Complaint: [redacted]
I am rejecting this response because: I am still not sure the system will function as asserted. I was not actually given a choice. Two months credit may not cover my lost service.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When I talked with the customer service rep at no point was I told I had to submit in writing a cancellation notice. I was told all I had to do was pay the 41.99 and and accept the cancellation terms online and I received a cancellation confirmation that I printed out after those steps were completed. This is a bogus response.
Regards,
[redacted]

We have received the complaint filed by Mr. [redacted] and found that we were able to come to an amicable resolution with him. We have submitted the refund requested and also credited his account one month.

Protect America has received the complaint submitted by [redacted]. As per Protect America's contract terms and conditions, the contract term is for 36 months and we require a 30 written notice to cancel the account. We reviewed the account and calls. We received her 30 day written cancellation...

notice accordingly and processed the cancellation of the account. A cancel confirmation email was sent to her on 01/20/2017. We ask that she allows Protect America to assist with further concerns.

Protect America has received the rejected complaint submitted by the Revdex.com on behalf of [redacted].  Upon review, we reached out to Ms. [redacted] on February 16, 2018 and were unable to reach her. We have closed her account and the balance on the account will remain in the...

$139.62. We ask that she contact us directly with additional questions or concerns at 1-[redacted]-[redacted]-[redacted]. Sincerely, Customer Protection Department

Complaint: [redacted]
I am rejecting this response because: 1) the contract attached first is incorrect. See the correct contract. 2) the I did want to send the cancellation but Protect america stated that the cancellation notice can not be recieved prior to the end of the contract. but the contract only states that I need to provide a 30 day notice to cancel the contract.3) the offer given was that I extend my contract by 36 additional months...which is a promotion that protect america is providing to people currently...not put my current contract on hold for 6 months. I am not trying to buy another contract from protect america I am trying to complete the contract I have and have the opportunity to use the service during that time. If I choose to extend after the end of my current contract then I would but my request for the holding my account for a few months should not come with the automatic requirement that I have to stay with protect america for additional two year. Do a good job giving me reliable service that I use then I will continue to be a customer but I refuse to be a hostage.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They are not truthful at all. They didn't do their job, and NEVER made us aware of cancellation procedures. We never had a contract to read about writing a letter to cancel.  How would we know. We spoke on the phone and told them we were going with another company. They have that recorded. Not one person said if you are canceling you have to do it this way. You know when we found out it was after the fact when a whole year passed and they then told us we have to do it this way, or they would have kept taking it out of our account. This is a rip off !!!!! None of them did their job. So they wanted to see how much money they could get and get away with it, knowing we didn't know nothing about a letter.Or what the contract said, when we never seen one !!! We work hard for every dime, why should anyone allow this to happen. They are wrong, why don't they admit it and end this, because I will not !!!!!
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America cancellation guidelines, we require a 30 day written notice. Upon review of the account, it was determined that we received his 30 day cancel request as of 07/21/2016 and processed cancellation of the...

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

Thank you for allowing us the opportunity to address Mr. [redacted] concerns. After reviewing the account, we found that during the call on 1/12/2018 we advised Mr. [redacted] to call back sometime in March to discontinue service and that his account would cancel at the end of that month. Mr. [redacted]...

called back 3/3/2018 to cancel and his account was scheduled to be discontinued on 4/30/2018, which allowed for another payment to be drafted. Generally, our agreement requires a thirty (30) day notice to cancel service. With this being said, we will provide a credit to Mr. [redacted] in the amount of $42.75 for the April 2018 payment. Mr. [redacted] account will cancel effective 4/30/2018 with no further monetary obligation. We ask that if Mr. [redacted] has any further questions to contact us at [redacted]-[redacted]-[redacted]   Sincerely,   Customer Protection

We have received the complaint filed by Mrs. [redacted] and our record show that she contacted us on August 29, 2017 for information about our product and services. During the conversation Mrs. [redacted] asked what if we don’t like it; the representative explained that she could return the equipment...

within a couple of days and no additional charges would apply. Prior to Mrs. [redacted] signing the agreement, we read the terms and conditions to her and Mrs. [redacted] acknowledged she understood. During the call Mrs. [redacted] also read section one of the monitoring agreement and for clarification she asked, “so basically if I return everything within 3 days I get a full refund, but if I return within the 15 days it’s a refund for the equipment but the monthly charge still exist”. Our sales team stated, “Exactly”.   Mr. [redacted] called in on November 9, 2017 requesting to cancel service. We explained the 3 year agreement term and provided him with options to cancel service. Mr. [redacted] declined all offers. At this time we ask that Mrs. [redacted] contact our office at [redacted]-[redacted]-[redacted], for assistant with any additional questions or concerns.