Prolink Protection Home Security

Customer [redacted]

font-family: arial; background-color: rgb(255, 255, 255);"> was installed on 8/19/2016, we did a recorded quality assurance call before the installation explaining the terms of the agreement and clearly explaining we werenot 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. The customer did not have fast enough internet bandwidth to support the cameras we offer in our security systems.The sales representative explained this to the customer, and also helped the customer find a suitable substitute on amazon.com. Mr [redacted] called in on 8/29/2016 explaining that the cameras he had ordered off of amazon where not working correctly. The representative paid one of our technicians to hook up the camera for Mr [redacted]. The problem the customer is having with the camera and its connectivity has nothing to do with our service or equipment we sold him.It is what he purchased apart from our agreement and his internet speed that he pays for through another company. We are happy to provide cameras that are integrated into our security system, but it depends on the customer having fast enough internet to support it. If the customer has any other issues please call us at [redacted]

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 no record of Mrs [redacted] calling in and it being promised to her that she would not be charged a cancellation fee. This, once again, goes against everything we have records for. We have recorded phone calls in which it is clearly outlined the terms of the agreement, the monthly price and the length of the agreement. A copy of Mrs [redacted]'s agreement was mailed to her once we cataloged it in our system. We maintain that we will do any and everything possible to make this right with the customer. If they are unsatisfied with their system, we will add equipment, within reason, free of charge. We will consider lowering the monthly monitoring rate. We will honor the 3 free months of service promised to her. If the Mrs [redacted] is unhappy with any of these options, than she is subject to the agreement she signed and any fees associated with breaching that agreement.

To Whom It May Concern: 

We hold each of our customers in the highest regards and will always strive to meet their needs in the best way we can. 

It is evident through Mr. [redacted]'s phraseology and dismissive connotation - "they lied"and "sold this piece of crap to me" - that a resolution will likely not be made that will simultaneously meet his and company's best interests and expectations. Mr. [redacted] signed a contract by which he is obligated to make monthly payments and was recorded on two separate occasions to specifically agree to the terms of the contract. Mr. [redacted] has also been sent an invoice and has not responded with payment. 

With that said, the company is willing to dismiss the balance of his contract - an amount owed to the company worth fourfold the amount of his request - and thereby nullify the terms of his contract. Nor will payment be pursued in the future. If this is accepted, it is also clear that the company will not pay Mr. [redacted] any amounts that he is requesting, which are unrelated to the issues at hand. 

Thank you for your time and attention.

Sincerely,

ProLink Protection

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.

I have had Prolink for about a year now. I have never dealt with a company that was so hard to get a hold of. If I have an issue I have to get ready to call the company multiple times before I hear anything back from them. This is especially true if you are trying to resolve ANYTHING! When you initially call you get a person and they are very helpful but once they give you an extension number to call back you will never hear from them again. It takes calling multiple times and then you eventually give up because they haven't returned your call and you end up starting the process all over again with a new agent. HORRIBLE customer service.

Based on the customer's response, the check has been received. If the customer has any further questions she may contact our customer service department anytime and we can address any concerns she may have at ###-###-####.

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.

 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]

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,

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 *

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,

We have attempted to resolve this issue countless times with Mrs.[redacted] We contacted her on January 2nd, 2015 because we received a signal that her system was having issues. She refused to allow us to service this system multiple times. We explained to her that we were the service company, and not...

her monitoring company. We sent multiple letters in regards to this. We had consecutive missed payments for eight months. We made a final attempt to service the equipment in October and she agreed. We sent her a reimbursement check as a courtesy to cover any costs. She continued to express the concern that she did not owe any balance for those eight months. We explained that per the service agreement that she did sign, that even if she refuses our attempt to fix the equipment, she is still required to make a monthly payment. At this point she was twelve months behind on payments, and we explained that as long as she paid the last two months that her system was working correctly we would waive the last ten. She agreed to this via recorded call and email. She explained she would send a cashier's check. We received the cashier's check in the amount of $100.00 and that brought her account current. If she has any issues at all moving forward, she may contact our customer service department at [redacted] The service office is open between 8AM-5PM, Monday through Friday.

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.

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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Robert B[redacted]

Thank you for your response. Prolink Protection has over 100 active employees in the surrounding Denver area and while a description was provided and we appreciate it, without a badge number, we cannot properly identify the individual in question due to the fact that many employees fit this description. As stated before, we have been retraining our employees and making sure that they follow the policies of Prolink Protection and the 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,

We have spoken with the customer and agreed to cancellation terms as of 9/22/2016. We have written the customer a letter of cancellation along with an agreed termination fee that the customer has agreed to pay. We would consider the matter resolved at this point.

Complaint ID: [redacted] ([redacted])

 

8.65pt;">To Whom It May Concern :

 We installed a security system for [redacted] on August 16, 2014. 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 system. This error caused [redacted] 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 8/25/2014 and have not had any further contact with [redacted] per her request. Everything 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