Prolink Protection Home Security

Complaint ID: *** (*** ***)
To Whom It May Concern :
We installed a security system for *** *** on August 16, The installation of the security equipment was successful, however, the technician had some issues with the installation of the thermostat which
ultimately resulted in the malfunctioning ofthe customer's pre-existing thermostat and HVAC systemThis error caused *** *** home to become very hot, and she was not able to reach anyone at our corporate office because we close at 8:00PM each night
An air-conditioning technician came to their home- which we did pay for in full- and we have reimbursed her for any other related costs .We retrieved our system on 8/25/and have not had any further contact with *** per her requestEverything has been rectified with the customer and everything has been restored to its original state
Please contact me at my email address below with any further questions
Sincerely,
*** ***
Chief Financial Officer
Prolink Protection, LLC

We have spoke to Mrs.[redacted] every day for the last couple days. We have resolved this issue and responded to her previous complaint, complaint #11087818. This is a duplicate complaint. The original complaint was resolved as of 1/20/2016. We would like this duplicate complaint removed. If Mrs.[redacted]...

has anymore issues she can call our customer service line anytime at [redacted]

We recognize the misunderstanding Mr [redacted] may have with Prolink and our licences to operate and install security systems. At the time of Mr [redacted]’s install, Prolink was acting under the licence of Alliance Security, an associated company, Prolink has been doing business with for several years. Unfortunately Prolink recognizes Mr [redacted]’s concerns and given the fact that he has been displeased with his service, we will agree to remove his system and terminate his contract. We have tried getting in contact with his since 8/13 and have received no communication back from Mr [redacted]. We will continue to try and reach out to him to try and schedule a time to have the system pulled.

One of our company's representatives came to [redacted] home on May 22, 2015. The representative presented her with the idea of a new security system, which she was happy to do because we were saving her money from her previous company. We then proceeded to do a confirmation call to confirm the...

details of the account. We clearly explained to her in the call that we were not ADT, nor that we have any affiliation with any other alarm monitoring company. She was entirely aware of those facts at that point. We then proceeded to schedule a technician to install the system in her home. From that point forward, we assumed that everything was fine.On May 27, 2015, we received a call from [redacted], the daughter of [redacted], and she explained to us that the rep lied to her about the system and said that it was an upgrade through ADT. I explained to her that we had already explained the situation to Pinkie. [redacted] then proceeded to tell us she had Power of Attorney, and that the system should have never been installed in the first place. I explained to her that I would gladly remove the system at no cost if she provided the POA. She then proceeded to ask me why we needed that, and I explained that it was the company's policy to have record of the POA. She then proceeded to hang up on me.Because of all the issues and as a courtesy from the company, we scheduled to have the system removed from [redacted] home at no cost to the customer. We sent a technician out as planned on Monday June 1st at 9 AM. The tech arrived and no one was home. The tech waited 30 minutes and then left. We called [redacted] and [redacted] in the days following to set up a follow up appointment and nobody answered. We decided to have a technician just swing by the house in an attempt to reach them. The technician arrived and was able to retrieve the equipment. The customer refused to have us patch up the holes in her home. We insisted that we do that for the inconvenience, and the service was refused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I  consider this complaint resolved.  Thank you very much with your assistance in resolving this matter in such a short period of time.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I have once again called the business and finally reached someone.  I am now waiting for a call back to schedule a time to remove the equipment from my home.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

On 6/10/2016 Mrs. [redacted] agreed to enter a 60-month contract with Prolink and have her security system installed on the same-day. It is Prolink’s policy to offer a three day right of recession. Before a Technician is dispatched, we require all customers to participate in a Q&A recorded...

phone call to verify they understands the agreement. We have this recorded phone call from June 10, 2016 in which it clearly asks the customer if she agrees to pay a monthly monitoring rate of $68.99 for a period of 60-months; which she does agree to. In the same phone call, it is clearly asked if our Sales Representative promised anything that was not written or printed in their agreement. The customer also agreed that she wasn’t promised anything that was not clearly written. We sent the Technician to install the system and the customer was charged one-month’s monitoring rate for 68.99 clearing on 6/15/2016. After the installation, the Sales Representative called into our corporate office to have the contract length reduced to 36 months. We received no phone call from the customer in the three day right of recession asking to terminate/cancel her contract. Between 6/16/16 and 6/27/16, the customer called [redacted], stating her desire to cancel. We were informed and tried to reach the customer to resolve the issue but received no answer. On July 1, 2016, we were able to get a hold of the customer by phone and expressed our desire to fix any issues she had with the system as well as reimburse her for any charges while she was unhappy with the system. We have no recorded phone conversation that we agreed to cancel her service and charge no cancellation fee. Her cancellation request from [redacted] was received six days after installation. We have no proof from Mrs. [redacted] that our Representative offered her a longer right of recession and our recorded phone conversations clearly state she agrees to all terms listed in her contract.

I never agreed to a 60 month term and the the sales rep just told me to sign the ipad he had to authorize the company to start the paperwork and I would get a copy of contract before any installation.  That never happened. I did ask the sales rep if their company had a current contractors license to install alarms and he said YES they do and are bonded.  After I started having problems with the company I checked the status of their contractors license with [redacted] and their license was suspended and they were not bonded.  This company did electrical work on my premises with a suspended contractors license.  I have filed a complaint with [redacted] and told them that ProLink Protection was doing contractor work with a suspended license and that they misinterpreted themselves as an AZ Contractor in good standing and with a valid bond.  I do not like to deal with less than honest companies and I have not signed any contract that changes the terms to a 36 month term.  The so called contract that they finally gave me a copy is from a different address and I have refused to sign a new 60 month contract that they offered.  All this was done with a suspended contractors license and that should make any contract void because company lied about who they were and that they were a licensed contractor in good standing authorized to perform electrical work on my premises.  I do not wish to continue any relationship with this company anymore.  Anyone can verify that ProLinks license was suspended just by going to [redacted]

Mr [redacted] was sold a system on 7/21/2016. Before Prolink dispatches a technician, we have a customer service specialist call the customer on a recorded line and they go over exactly what is included in the offer. In the first recorded phone call before the security system was installed, our...

specialist asked if the customer agreed to “the discounted monthly rate of 59.99 for the period of 60 months.” to which the customer, Mr [redacted], replied “yes”. After the installation was completed we had another customer service specialist call and do another recorded conversation. In this conversation on the customer was asked the same question, to which he stopped the representative and said he was told he would receive the system for a 36 month agreement. After speaking to the sales associate who sold Mr. [redacted] the system, it was confirmed as a 36 month agreement and a 3rd recorded call was placed on 7/23/2016. In this call the same question was asked, “the discounted monthly rate of 59.99 for the period or 36 months”, to which Mr. [redacted] replied “yes”. Because of the mixup in the first call, we had put down the customer for a 60 month agreement. On 8/12/16 a Prolink specialist called Mr [redacted] to apologize for the misunderstanding and to confirm that we were making the correction in our system to show he had a 36 contract with Prolink. In this phone call Mr [redacted] admits to having a copy of his contract. Prolink has a valid, signed agreement with Mr [redacted], we admit to an initial error of putting down Mr [redacted] for a 60 month agreement when it should have been 36. We have since corrected this error and are more than happy to offer the customer 2 months a service for free as an apology for our mixup.

The salesman was misleading speaking to me. The confirmation was mere with my husband. We never signed a contract and I have sent the co proof of that. We feel very taken advantage of. In looking at other complaints, this is the normal business practice of this company, VERY DECEPTIVE. We will honor this contract because my husband committed on the phone. But will warn everyone to stay away.

In all cases where we pay off another company we require proof of the payoff amount and then send a check to the customer.  We received the documentation for her remaining balance on August 6th, 2015. We did confirm receiving the balance. Typically, reimbursement checks are sent within 15-20...

business days of receiving the bill. There was a delay on the approval of sending the reimbursement due to the following...during our Quality Assurance call on we did confirm we would pay for the balance of the previous company, but the amount that was agreed upon was less than what the bill we received was. The reimbursement amount was approved and was sent as of 9/28/2015. We have emailed and notified [redacted] of the check being sent out and apologized greatly on the delay.  If the customer has anymore issues moving forward, we will gladly address them in a timely manner.

We have made countless attempts to contact Mr.[redacted] to service his account. There were many negotiations on cost as a courtesy to make the system affordable for this customer. We removed some equipment to make this possible for a lower cost. With the many issues Mr.[redacted] has had though, we have...

come to an agreement to remove the system and void the agreement that was set in place. This will be implemented immediately.

Customer "[redacted]" was installed on 11/12/2014, we did a recorded quality assurance call before the installation explaining the terms of the agreement and clearly explaining we were not affiliated with any other monitoring company. We also did a post installation quality assurance call...

verifying the system was working correctly and that his system was up to his installation standards. In both calls, he expressed that everything was working correctly and he was very happy with the process and installation. Customer called in on 5/6/2015 explaining that he was moving and that he needed the system serviced to be removed. We called him on 5/7/2015 to set up a system move and explained to him in our agreement it does explain that a free relocation was included. He declined this offer and explained he just wanted to cancel. Per the agreement he signed, we explained the cancellation fee that was included in the agreement. We attempted to contact him from 5/7/2015 to 5/28/2015 because he explained he would decide what he wanted to do. After 30 days of attempting to contact the customer and leaving countless voicemails, we checked his alarm.com to see that status and usage of system and everything was being used. On 9/8/2015 his alarm registered a tamper signal on his glassbreak detector and smoke detector, meaning someone was removing the equipment. Based on our records, we never received a call or voicemail regarding his system issues.  On 10/02/2015 the customer made a complaint to the Revdex.com in which we attempted to call him multiple times on the phone number we had listed on file. I was able to pull a phone number off the Revdex.com report, which was not listed on his alarm account, and was able to reach the customer. He verified everything on the account and as a courtesy and because of the issues we agreed to settle for a cancellation fee and return of the equipment. If the customer has any further questions or concerns he may contact us at anytime at 480.361.9277.

On 6/18/2016 [redacted] was installed with Prolink protection. Before the system was installed, on the same day, a member of our customer service team had a recorded phone call with the customer where the offer was confirmed with him. The information that was confirmed with the customer was the...

monthly price, the length of the agreement (which was 60 months), what equipment would be replaced or installed as new and a confirmation that the Sales Representative that was with [redacted] was not associated with any other company besides Prolink Protection. The question was answered by [redacted] in the affirmative,indicating that he understood Prolink was a completely separate company from anyone else. Also, [redacted] affirmed that he was ok with the price of the monthly payment. We have spoken to ** [redacted] about his account and he has indicated to us that he understood he made an agreement and he would pay his monthly bill. With that in mind, if he is so displeased with the service we will contact [redacted] and hopefully help satisfy his displeasure.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I mentioned in my original complaint that the Air Conditioning technician, [redacted] from AC by *, that came to our house to fix the error stated we were missing a key part, the heating element, in our thermostat.  All parts were there, and in working order prior to the Prolink install tech, [redacted], taking the thermostat off our wall.  He either inadvertently dropped it or placed it in his pocket.  We couldn't find it anywhere near the area that it might have fallen.
This response from Prolink does not address that issue at all.  We have tested our thermostat since the weather has finally cooled down, and tested it again just this morning.  WE HAVE ABSOLUTELY NO HEAT, it blows out COLD AIR.  Everything was in working order prior to this mess.
Prolink owes me a new, FULLY FUNCTIONAL, thermostat before winter hits.
Regards,
[redacted]

We spoke to the [redacted] family on 11/30/2017. Our representative offered them a promotional package that was part of a (60) month agreement. The customer accepted this offer. Part of this package included receiving over $1500.00 worth of equipment. We conducted a quality assurance call on...

11/30/2016 where the terms of the agreement are discussed. This call is recorded, and we are more than happy to provide this. The customer also signed an E-Contract committing to this (60) month term. After the installation, a 2nd quality assurance call is conducting once again reviewing the terms of the agreement. These calls are conducted to protect the customer from any possible miscommunication. We are more than happy to speak with the [redacted] family to come to a different agreement. They can reach us anytime at ###-###-####.

Robert first expressed his issues with the system on 9/10/2015. We attempted to call him to set service on 9/10/2015, 9/14/2015, and 9/21/2015. We left him multiple messages trying to set an appointment o fix his glass break. As of 9/30/2015, I spoke to Mr.B[redacted] to service his system and explained...

to him we would love to service his system, also as a courtesy I explained to him we will apply a three month credit for the inconvenience. He was happy with this. We attempted to set a service date of 10/1/2015, but he is busy.  We have set a service for the customer as of 10/7/2015 and he agreed with that date and his happy with that. If the customer is to have any more issues, he is more than welcome to contact us at ###-###-####. Ext *

Revdex.com: If there are recordings than this company has the one with their two who stated I was protected with having done the survey due to the fact that I stated my concerns. I did not know of any such contract until after the install. This was not what I was told I was signing by the sales rep. He clearly stated I was signing for the installer. I never received any documentation stating otherwise nor any contract of any sort. I was not given a correct number to call from day one. I had to google and leave messages for a response from the company. With pricing stating they have recorded phone calls than they do have the one with the first gal who stated I would not be charged to cancel and the 68.99 would be refunded. Where is this recording?Regards,[redacted]

Customer "[redacted]" was installed on 11/12/2014, we did a recorded quality assurance call before the installation explaining the terms of the agreement and clearly explaining we were not affiliated with any other monitoring company. We also did a post installation quality assurance call...

verifying the system was working correctly and that his system was up to his installation standards. In both calls, he expressed that everything was working correctly and he was very happy with the process and installation. Customer called in on 5/6/2015 explaining that he was moving and that he needed the system serviced to be removed. We called him on 5/7/2015 to set up a system move and explained to him in our agreement it does explain that a free relocation was included. He declined this offer and explained he just wanted to cancel. Per the agreement he signed, we explained the cancellation fee that was included in the agreement. We attempted to contact him from 5/7/2015 to 5/28/2015 because he explained he would decide what he wanted to do. After 30 days of attempting to contact the customer and leaving countless voicemails, we checked his alarm.com to see that status and usage of system and everything was being used. On 9/8/2015 his alarm registered a tamper signal on his glassbreak detector and smoke detector, meaning someone was removing the equipment. Based on our records, we never received a call or voicemail regarding his system issues.  On 10/02/2015 the customer made a complaint to the Revdex.com in which we attempted to call him multiple times on the phone number we had listed on file. I was able to pull a phone number off the Revdex.com report, which was not listed on his alarm account, and was able to reach the customer. He verified everything on the account and as a courtesy and because of the issues we agreed to settle for a cancellation fee and return of the equipment. If the customer has any further questions or concerns he may contact us at anytime at 480.361.9277.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
On September 30, 2015, Prolink emailed me, and apologized for the way things have gone.I read Prolink ' s response to my complaint, and I must say I think its excellent that Prolink houses call recordings for quality assurance.I must also say, I think it's of very poor taste and a lack of quality customer service not to properly inform customers of policy and procedures and set proper expectations.I NEVER received the information that has been provided to the Revdex.com.I am not an unreasonable consumer, I understand and would hope that all companies out there have policy and procedures in place to run a business and meet customer satisfaction. Since August 6, 2015, I have received very short and bland emails stating it would be processed, a check has been sent and apologizing for the delay.The response from Prolink clearly states that a check was sent on September 28, 2015. Why do I have emails dated September 16, 2015 and September 22, 2015 stating that a check had been sent and that I should receive it in the following week or anytime now?I have not been properly informed through this process, and I have been lied to.On October 2, 2015, I received a check as promised back on July 14, 2015. I am completely disappointed and dissatisfied with Prolink and how this matter has been handled. I have lost complete faith in this company and if I don't cancel my service with prolink its because I really cannot afford the cancelation.I do not believe that customers are always right but when complete and accurate information is not provided, a customer feels mistreated when a matter is not handled as promised.I anxiously wait for the day I am able to cancel my service.This matter was not handled or resolved in a timely manner; however it is now resolved. Thank you

Regards,