Prolink Protection

We are more than happy to reimburse any charges that have been charged by Prolink ProtectionWe never "sold" the account to ***The customer has never signed an agreement with *** for monitoringThe customer has never been monitored by ***We have no business relationship with ***The customer will need to contact *** to have them provide any agreement the company stated they hadWe are more than happy to assist in any wayWe did not unethically terminate the customer's monitoring with ***, the customer has never had monitoring with *** as we have attempted to explain to the customerThe customer may contact us anytime and we will provide him with the necessary information that he is requesting as we stated previouslyThe customer has received monitoring from AvantguardThe customer may contact us anytime at *** *** *

Per theirs statement, ProLink admits that they had my contract since 6/25/and then they re-signed me in 11/3/(per the copy that I have) and not 10/26/like they claim (see attached). My questions is; why was the monitoring service still continuing after I had re-signed with PL in 11/2016? Both of the attached contracts have ProLink as the business and they signed me up with *** *** to monitor me at the rate or 39.99, then in 11/they signed me up with *** *** *** at the rate of but they failed to close out the account with *** *** (the first company that they signed me up with). For over months I have been billed by both monitoring companies and PL has not attempted to close out the account with *** *** and recovered the payments that I made from since November 2016. There has been contact but the conversations have always been "we monitor your account not *** ***, you need to tell to stop billing you"...the claim that they have made "countless attempts" to resolve my concerns is only based on putting the blame on *** ***, which they originally contracted to monitor my alarm, and no ownership, apologies or resolution on closing that previous account and returning all my double payments since November. This company is unethical and yesterday they tried to sign me up with a third company (North Star) with no guarantees that I was going to stop getting billed by SAFE, *** *** *** and that all the payments that were not done while they satisfied my account would be reversed. Instead they cancelled my monitoring and tried to pull a fast one on me. My request is that they terminate my contract with them (prolink) at a ZERO balance, *** *** *** and that they resolve the open account with *** *** by closing it and refunding me the monthly payments that I have been paying since 11/

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*** 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 futureWe have cancelled the outstanding bill because the contract had not been signed in accordance with our company's legal policies and requirements; and Mr*** is not responsible for any costs, now or in the futureAn appointment to remove the system will be made this week

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 satisfactionSince 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, Why do I have emails dated September 16, and September 22, 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, I am completely disappointed and dissatisfied with Prolink and how this matter has been handledI 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 resolvedThank you
Regards,
*** ***

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

As of 9/30/2015, I spoke to *** ***(son in law of ***) we decided because of the circumstance, we have decided to give them a reduced cancellation***'s daughter obtained a POA a few months after we installed the system in to ***'s homeWe do a Quality Assurance call before every
install explaining the terms of the contract, and we did explain to them we are not affiliated with Vivint or any other alarm monitoring companyThis was clearly explained in the call, and she stated she was completely aware on the callRegarding the missing equipment, we have no reason to take the Life Alert or Vivint equipment as we can not reuse this equipment by any means, and are policy is to leave everything with the customerAt that point, the customer is free to do as they please with the equipment we removed from their previous systemAll of this was explained to ***, and he understoodWe can completely understand the situation, and we are happy to help in any way we canAs a courtesy, we have decided to charge them a reduced cancellation fee of $as long as equipment is returnedThey have agreed that this is more than fairI have emailed *** the process to have everything closed outIf they have any further questions they may contact me directly at *** *** ***

We have made countless attempts to resolve this issue with Mr.[redacted]. We first set up Mr.[redacted] on 6/25/2015 with an advertising promotion for free equipment. The customer signed an agreement for $39.99 for a period of 60 months with Prolink Protection. On 10/26/2016 the customer signed a new...

agreement at $34.99 for 48 months. At this time we updated the customer's information. On 8/17/2017 the customer notified us that he was being double billed by a previous company that had not monitored him for over 12 months. We attempted to prove that the monitoring was being done by us on 11/8/2017 by having a tech come out to his home. We have done everything in our power to resolve this situation. We have offered to cover any remaining balance and waive any past due balances. At this time, we have offered to the customer to release him from his agreement with us and allow him to keep the equipment we installed into his home with no obligation to us. The customer will need to resolve his account with the previous company at this time. The customer may contact us at anytime at [redacted] or email us at [redacted].

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.

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.

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.

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.

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.

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 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]

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.

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.

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]

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.