Prolink Protection Home Security

The company first received news of customer dissatisfaction during the last week of January of 2014. Mr. [redacted] called into customer service on January 27, 2014 very upset because of the issues he was having with his system.Our customer service manager handled the phone call with Mr. [redacted],...

yet the customer did not communicate to the manager what the issue was, only repeating how dissatisfied he was with the service and hung up on the manager only after a few minutes of conversation .Wanting to resolve the issue as much as possible, the customer service manager worked on the issue with the company's lead technician the same day and checked the system for any potential issues.

It was discovered that same day that the issue that Mr. [redacted] was having was not an issue at all, only a lack of understanding towards a simple feature.This feature, referred to as GEO services, is invaluable to customers that understand how to use it. This feature is easily turned on and off, and is a safety feature that notifies the customer via email that their cell phone is a certain number of miles away from the home.Thus, the notification does not mean that the system has lost communication with the monitoring company,only that the cell phone has lost communication with the panel. Every customer receives training on this feature in addition to every feature provided the same day that the alarm system is installed.

After having discovered this,the company's lead technician called the customer back on January 27, 2014 (the same day) and trained the customer on how to disable this feature. The technician made the following note on the account :"Was on the phone with customer and he insists on telling us that his system is not working because he gets an email regarding a communication malfunction. He is not getting this error at the panel; he is getting this error via email. The issue only affects Android devices when a customer turns GEO services on and fails to log into the app within 24 hours. He has two options to eliminate the problem:1. Turn GEO services off on his smart phone. 2. On Alarm .com under Mobile tab select GEO services, select his device and uncheck where it says 'Report Malfunction if Device fails to Check in for 24 Hours.' This malfunction does NOT have anything to do with the panel's communication ." Even after assisting the customer through several telephone conversations, the customer left the phone call angry and unwilling to communicate effectively.

Shortly thereafter,per the customer's request,we removed the system from the customer's home. The agreements that Mr. [redacted] has signed are legally binding,legitimate agreements . Mr. [redacted] also completed two separate Quality Assurance calls on October 29,2013 and November 19, 2013, during which he agreed on a recorded line to pay $49.99 a month plus tax for a period of 60 months; in other words, he agreed to the length of the contract as outline in his paperwork which he signed. During these Quality Assurance calls, he acknowledged that our company was in no way affiliated with [redacted] and confirmed that he had already cancelled and paid off the due amount with [redacted]. When Mr. [redacted] requested that his system be pulled from his home, we sent him an invoice for 80% of his dues owed on his contract. This is a standard cancellation fee common to every company in this industry, including [redacted], and was outlined in his contract.

In conclusion, the company did everything in its power to assist Mr. [redacted] in understanding the features of his system and removed the system from his home, as requested by Mr. [redacted].

Please feel free to contact me with any additional questions, comments, or concerns.

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]

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]

 
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?

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,

If I am unable to return to my original invoice total with Monitronics  who I was perfectly happy with, they were proving me excellent service/ PL can void my service and contract and allow me to find another Vendor with cheaper monthly service. I am on a Fix -income and every dollar count toward my medication.

This party had a ProLink ID badge, and a light blue polo shirt with the ProLink logo. Are you really questioning if this person was in fact working for your company. It would seem relatively simple to look at all contracts received around the timeframe I reported this matter, which were secured in the Littleton, CO area. That would sure seem to identify the person we are talking about, especially since I gave you pretty detailed descriptors of his physical appearance (height, weight, age, etc.).  I think this only supports the notion that you have no idea who is out representing your company, what they are saying, or any other accountability. You are responsible for the misrepresentations made by these people under the Colorado Consumer Protection Act, seems you need better oversight, control and accountability.

Due to an error on our part in regards to obtaining the contract, we have decided to remove the system from the customer's home at no cost to Mr. [redacted] The salesperson in question is no longer with our company and we have re-evaluated our training procedures, implementing new policies to prevent...

this type of incident from happening in the future. We have cancelled the outstanding bill because the contract had not been signed in accordance with our company's legal policies and requirements; and Mr. [redacted] is not responsible for any costs, now or in the future. An appointment to remove the system will be made this week.

In addition to this report, we received the stated complaint in our email, [redacted] on June 15,2016. We reached out to the customer the same day via email and asked if he knew the representative's name. He did not know the name of the representative that approached his...

home and therefore. it could not be determined if the individual reported is a current employee of Prolink Protection. Nonetheless, at that point we had a short email correspondence apologizing for the representative's behavior and assured him that we would take the proper steps necessary to ensure that all our sales representatives respected any and all wishes to not solicit to marked homes. All of our representatives are properly licensed for the areas they sell and market and because we couldn't verify the representative's name that visited his home, we are unable to determine if any action is needed in regards to this matter.

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.

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,

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.

They lied. I did everything they ask me to do.  Even reset my phone, then it still didn't work. plus they sent [redacted] the tech back out to my house when I ask them not to because I could never get him to come and look the system.  Even he said there is something wrong with the system. [redacted] was the one that sold this piece of crap to me.  I have all of the emails that they sent to me so if there was a problem the they said it isn't how come they sent me so many emails.  Talking to other people they were having the same problems.  Do you think after being with a company for 11 years with no problem you really think I would switch and then switch back for something I would have to pay for.  If any thing they should refunded me my money back from [redacted],

Regards,

Customer [redacted] was installed on 6/18/2016. We conducted a quality assurance call with the customer on 6/18/2016 before the installation was ever started. In this quality assurance call, we explain who we are and who will be monitoring their system. We explain that we are not affiliated in any way with any other alarm monitoring company. During this call, we also explain how much they will be paying each month and for how long. The customer agreed to these terms via the quality assurance call and via a signed agreement where the terms are clearly stated. We explained to the customer that he will need to cancel his previous alarm monitoring company to avoid from being double billed. The customer contacted us on 9/7/2016 and stated that he was having a difficult time paying his bill. We proceeded to explain to the customer that we can look into seeing what we can do to assist him with lowering his bill. We have been contacting the customer since this date to confirm the lowering of his monthly bill. We are more than happen to confirm this change and the customer can contact us anytime at our customer service line [redacted]

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.

Review: At 5:30 PM on Saturday, August 16, 204 we agreed to test a security/home monitoring system so that they could put a sign in our yard for advertising purposes. The sales person, [redacted], said that it would only take about 45 minutes to install. The install tech, [redacted], had no clue what he was doing when he hooked up the thermostat. Wires got messed up, fuses were flipped several times (sparking too!) and all we ended up with was heat. After more attempts to figure out the problem, he couldnt even get our original thermostat working again. Several hours later, at 930 PM the house was 90 degrees and rising. [redacted] said unfortunately there wasnt anything else he could do and because of the late hour, we had to wait until morning for an A/C tech to fix whatever he messed up. I told him that was completely unacceptable!!! We have children and pets and all of us were very visibly in distress. I had to personally look up local emergency A/C techs that could come out immediately to help us. Prolink tried to pay for the emergency service with a credit card that was declined. The install tech had inadvertently disconnected two fuses. Thankfully, it took the AC guy less than 30 minutes to get us back on. According to the AC rep, the Prolink install tech took an element off of our thermostat, so we may not have heat this winter. I requested on August 18th that Prolink come get their stuff. Kai called me back on the 19th to try and sweet talk me, but so far they haven't retrieved their technology and no one has addressed the possible issue with my thermostat at all.Desired Settlement: I want Prolink to come retrieve their technology and address my thermostat issue.

Business

Response:

Complaint ID: [redacted] ([redacted])

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

Consumer

Response:

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], and [redacted] the technician were excellent with their service, and explained everything extremely well.

Review: An agent from Protection Home Security stated that he had come out to my house to update my ADT home security system. In which was a complete and total lie and misrepresentation. At first he was alone and then 2 other men came an quickly started changing out my ADT system. I believe they were waiting down the street until he signalled for them to come in. With no introduction the 2 other men disassembled my already installed system and replaced it with their own. PLEASE BEWARE OF THIS COMPANY!!!!! The are scam artist at best. I have file a report with my lawyer and an official report with the police.Desired Settlement: I want them them to come get their merchandise and to reimburse me for the damage that they did to my walls and ceiling. ASAP

Business

Response:

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.

Absolutely the WORST company I have had. You have to guess between 3 companies to call when you have a problem and the wait time is at least 15min with each call. The technician has been at my house times within 5 days of installation to install and fix problems with the alarm, not including the service call I made today. The mgr [redacted] who sold us the system promises the world but won't return calls. DO NOT FALL FOR WHAT THEY SAY ABOUT GREAT CUSTOMER SERVICE! What a joke!!!!

I am very please with the system and the service that I received from the sales team and the gentlemen installing the security system. I have found the system to be very user friendly and a huge upgrade from what I had with the previous security company. VERY VERY PLEASED!!!

Review: I filed a complaint and received a response through Revdex.com. They did not do what the response was. I tried to contact them mana times after I receive the response. There is no way to talk to the manager. The answer is manager is always in meeting . We are unable to help you. I need the manager to resolve this issue just like he responded to Revdex.com.Desired Settlement: Send me a statement with $0 balance, then I pay it off with the rest of month until contract is over.

Business

Response:

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]

Review: The security system was disable from Dec. 2014 to Oct. 2015. I contacted the company many times. It was not be able to fixed. The technician left without putting parts back on that he took the parts off. After that I kept receiving the bills from a different security company. The pro link protection automaticlly took payment from my account. I could not get talking to the company. Left message many times, never got response. Once I found out that my contract was sold to another company which I receiving the bill from. They sent a technician to fix the system on Oct. 13, 2015. I sent a full payment for half month service in Oct. But the bill was included the months I did have the service ( system was disable). I contacted them they had me to contact the pro link . The manager Kaly P[redacted] made a verbal settle statement that I pay total $100 cover the bill from Dec.2014 to Otc. 2015. I sent a cashier's check in Nov. 2015. Until now I still receive the provirus bill that I did not receive the service. I tried to contact the manager , never receive a call back. The customer service stated your bill should be cleared like the manager said. But In fact it is not. I am tried of calling them. I need they Clare the bill before continuing pay. And pay it off from Jan. To May. 2016 which is contract will be over. I never recommend to use this security company.

Thank you!Desired Settlement: Need written billing statement from the manager of prolink . I would pay whenever I receive the service after the system was fixed.

Business

Response:

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.