Protect America, Inc.

PAI have received the complaint filed by Ms*** ***.In reviewing Ms*** account we’ve found that the original date she calledto cancel was 1/6/At that time the proper procedure for canceling hercontract was providedAs per Ms*** agreement, PAI require a daywritten
notice of cancellationProtect America received Ms*** letter ofcancellation on 3/17/to which allows her account to cancel 4/17/Ms.*** has accrued a balance of $for the months of Jan., Feb., Marchand AprilWe ask that Ms*** contact Protect America in resolving this matter

At this time, it seems that *** was been in contact with our Customer Care Team and is receiving a replacement primary arming unit with one of our new Sprint/Verizon cellular modules installed in itThis should remedy past concerns about the security system going offline at a high rate
Unfortunately, our IP Cameras connect through customers wireless internetWe will always be willing to troubleshoot when issues ariseAlso, due to the camera issues, our Care Team has provided free months of monitoring

Protect America have received the complaint filed by Ms.*** ***We’ve reached out to Ms*** and explained in detail theprocess of the collections agency, fees involved and reinstating her contractwith Protect AmericaMs*** will contact PAI once her decision has beenmadeAt this
time we have reached a resolution with Ms***

I purchased my USED vehicle in and decided to get the extended warranty "just in case" anything happened to my vehicleOn April 3, as I was attempting to make a left turn my steering wheel turns a complete and it made a horrible noise, I get out to see that my right tire was facing inward, it would not move forward for backwardso I get my car towed out of the street to my homeThe very next morning approximately 6:am I get my vehicle towed to the Nissan dealerThe damage is major, I get a call later that afternoon from the dealership stating that not only is the tire rod broken, the steering rack and pinion link is broken, I was told that the parts would not be in til the following morning So I decided to see if route could help with some of the costI was told by route employee April 5th that they would pay for a rental car for me for day, and send a inspector out to check my vehicle within hoursI get a call from the dealership Friday April 8th stating that Route denied my claim because it seems that my vehicle had been in a collision, and the scratches on the bumper of my vehicle and also along the bottom of the car are consistent with my vehicle being in some kind of accidentI want to know how scratches on my car make the tire rod pop off my tire? I was also told that since they had started repairs there was not too much they could do anyways WHAT! Then why waste my time waiting on an inspector in order for him to deny my claimwaste of time and moneyThey were aware that my car was at the dealership and they told the mechanics to stop any work on the car until the inspector comesAgain I bought this car USED, yes this car had wear and tear scratches around my car when I purchased the vehicleNow not only did I have to pay $for car repairs I also had to pay for a rental car for daysI'm very disappointed in the service I received from Route

I have spoken to *** regarding her concerns and we have reached a resolution to this matter

This is a terrible warranty company they tell you that you can pick your own repair shop and they will take care of it as long as it's covered on your paper yes but everything on the paper is not coveredThe things that are covered they say are too much and you need to go around and find some place that will do it cheaper they refuse to pay for just about any repair requestalso the rental car coverage is *** they do not cover the rental cost and if they do by some miracle decide to let you get a rental they only cover it for one day or a few hours no matter how long your car may take to be repaired they cost you more money then you paid on getting the warranty itself it's A waste of time stress and money save yours and choose some other company

We received the complaint filed by Ms***At this time wehave come to an amicable resolution with her. Upon receipt of the equipment returned to Protect America, her accountwill cancel

Complaint: ***I am rejecting this response because: Why should I inconvienence myself with taking time from work and going to the police station when you as a company failed to verify coverageYou monitored each call that *** made per your responses and at no point did you ever speak to meThe reason why you never got a hold of me because the numbers provided were hisFrom what I see in the contract that was just mailed to me by collections, the bills and the contract had him as the main contact for mail, emails and calls so therefore all his mail was exactly that, his mailThat is why you never got ahold of meI will go to whatever extremes necessary to get this offI looked at the contract that was ELECTRONICALLY SIGNED by HIM and initialed by HIMJust because he types my name does not mean I am the one who is agreeingI would suggest you tighten up security when accepting liability on someone elses name without inquiring*** and I are seperated at that time and now fully divorceHis debt is his debtI want my name removedRegards,*** ***

Complaint: ***
I am rejecting this response because: The initial three year contract term ended on 12/31/I believe that the days or day conditions should not appl after the customer has completed this obligationAlso, when a customer's contract is completed and he calls and cancels and tells you his equipment is removed and he has a new provider and you clearly are no longer providing services, then to take an extra month's payment is theftI did not expect the company to refund me the extra month that they stole from me but I wanted the process to play out so that I have the full story when I post a review
Regards,
*** ***

I have called Mr*** at the phone he provided to Revdex.com and a left a message with information to call me backI hope to be able to provide him with the resolution he has requestedTo do so, I will need Mr*** help in attaining proof a written notice was sent to us postmarked within the time
frame Mr*** has stated it was sent

Complaint: ***
I am rejecting this response because: I have been in direct contact with this company since dayof service In fact, I've had email communication with them just a few minutes agoThey even sent me a copy of my contract to clarify how and when I can get out of my contract...
Regards,
*** ***

I purchased an extended warranty service for my BMW 335i through a credit union in Georgia and recently took my car into the shop for service
I go to a BMW authorized dealer and service shop for repair work
Upon inspection we learned that my car has leaks - valve cover, oil pan and rear axle main coverAll the leaks are due to seals or gaskets that need to be replaced which are very plainly listed as a covered repair in my Route warranty
Route has denied my claim and I've now been dealing with them for over a weekMy car is still in the shop
Here is a summary of everything that's happened thus far:
On my first call to Route (last week) they claimed that all issues (valve cover, oil pan and rear axle cover) were due to a bad PVC valve and the PVC valve isn't covered by my warranty therefore none of the needed repairs would be covered
Mind you, the oil pan, rear axle and valve cover are all completely independent of each other and in different areas of the carMy Service Advisor at the dealership reassured me the PVC valve did not cause these issues
Today I talked to Route again and the story has changedNow they are disputing my Global Imports Service Advisor's findings that these issues are truly 'leaks'Route stated that because I had no previous claims of leaks and because the sensor reflects 'normal' fluid levels that there must not be any leaks presentMy Service Advisor said the leaks are visible and now is going out of his way to get my car back on the lift in the garage so that he can take pictures to send to Route
I have also requested Route send an adjuster to the dealership/garage but they will not do thisThey did say that I could personally pay another 3rd party inspector to go Global Imports and the inspector's opinion would be included in Route 66's consideration for approving my claim
What Route would prefer however, is that we perform an oil-loss-testThe oil-loss-test requires I drive the car for up to 1,miles (yes, one thousand) in which they measure the fluid levels before and after and determine if a leak is truly present
Outside of the safety issues around this, it doesn't take a certified mechanic to see that such a test has the potential to lead to some major engine damage
For what it's worth, my Service Advisor deals with extended service warranty companies pretty regularly and he is absolutely baffled at Route 66's actions (or lack thereof)
Instead of even attempting to make it look like Route is trying to help, they're intentions of justifying NOT accepting my claim are crystal clear
Route 66's denial of my claim is completely bogus and my experience in dealing with them has left me with no doubt that they are a crooked and blatantly dishonest business

We have reached out to the customer and have clarified our cancellation procedure. At present, we are awaiting the return of equipment that was shipped to the customerOnce returned, we will be able to close the account

As *** stated, he and Protect America entered into a month agreement on 4/11/In reviewing our sales call, *** asked how we would handle early cancellation and was advised he would need to pay the full remainder of the month termAdditionally, he was explained our customer support
structure: that customers must contact our support line to troubleshoot any problems/concerns they noticeWe have no record of *** reporting equipment issues to us until May *** recently advised us that he tried calling our queue for support early on, but gave up after some length of waiting in our queue*** has expressed understanding that our agreement is still validBut given that he hasn't used the system in years, he's requested that we reduce his payoff by monthsLastly, we are under the impression that *** now has a copy of his agreement that we emailed to him on 2/2/since he never received the one we mailed to him on 1/15/15.Our ultimate goal is to maintain excellent long-term relationships with customersIt's disheartening that *** no longer wants to try troubleshooting with usI can't verify what our queue was like when *** called to troubleshoot as there aren't concrete indications of when he tried and disconnected before contacting someoneIn reviewing the calls we do have, there was an interaction with our cancellation department that we agree with *** could have been handled better.We wish that *** had been able to connect with our support team as soon as issues beganWe do offer online chat support through our website which could have been useful during peak call volume hoursWhile we constantly strive to reduce call waiting times, there are occasions where customers may simply need to be patient with us to get things resolvedBecause of this, we don't find that reducing Jon's payoff by months is fairWe are concerned about the level of service provided to him when we did finally make contact with him and are more than willing to refund *** month of the payoff he's already authorizedI have called *** and left a voice mail with callback info so we can make sure *** is accepting of this resolution

On 4/28/my transmission broke down and I had a warranty with The work was completed by a transmission shop on 5/3/and the service manager called warranty and faxed all documents as requested to He then received an Authorization numberThinking the warranty company had submitted payment by today 5/4/I arrived to pick my car Was given a ride here by my car rental company after dropping the rental offService manager then told me that had not submitted payment this day laterCalled and they informed me that the shop manager didn't send all the documents as requested (doc was left out they said)The fax transmittal result from the shop actually has the doc on its first pg result and I brought this up to "' Rick"" at warrantyHe said perhaps they fax did not reach them..........what????? I had the shop refactor again and they say they have it now but still will be up to hrs for paymentUpset as I was had to call rental company for pick up so I have car to work today Even had an authorization number so somethings fishy about that It took three days for my shop manager to explain to them that my transmission was bad and what was it going to take for them to understand thatStay away from this company

Complaint: ***
I am rejecting this response because: as stated, I am
receiving a new cellular module because the previous one was faultyAdditionally,
with the new keychain remote control, my existing one stopped workingMy
primary reason for not accepting the response is that I want to re-install the
device and ensure it works and I do not face the same problems I had
previously, before stating the issue being resolved
Regards,
*** ***

Protect America received the complaint filed by Ms***.In reviewing the recorded calls between Mr*** and Protect America, we’vefor that Ms*** husband called stating his wife told him to call to checkthe prices with Protect America due to their entire neighborhood had beenbroken
intoAt the time of the sales presentation Mr*** said he would beusing his wife’s credit because his credit is not goodMr*** did not havehis wife’s SSN at the time of the initial sale and said he would get the SSNfrom her and call backMr*** called two days later with his wife’s SSNand purchased the security systemOn 4/8/2013- Mr*** called stating his wife want to cancelthe account because they’re no longer using the security systemWhen reminded ofthe three year agreement term Mr*** acknowledged and agreed to continue. On 1/21/2014- Mr*** called stating his ex-wife want tobe removed from the accountHe also stated according to the divorce decree hehas to take over the security system debtAt the time of Mr*** request,the account had already gone into third party collectionsWe have made severalattempts and left several voicemails in an effort to contact Ms*** beginning5/22/to inform her of the delinquent accountWe never received a returncall from Ms***Additionally, Protect America does allow a spouse to signthe agreement for one anotherThe account has been disconnected and Ms***’saccount is now in Third Party CollectionsMs*** will need to contactHillcrest Davidsons and Associates to resolve this matter

Protect America, Inchas received the response filed by Mr.***Our records indicate that we have not received the equipment returnedto PAIAs a courtesy to Mr*** and prior to receipt of equipment returned,his account is set to cancel 5/31/

Complaint: ***
I am rejecting this response because:
Is another excuse to not take responsibility for what Protect America did to me after over months to fix this mess that they create and screw my credit, my phone numbers are the same and I can get massages , now I have collections accounts showing in my credit report and is going to stay in my credit report for years , at this time is to late to fix this , thanks to Protect America I cant apply for a car loan or credit card or anything that has to do whit credit , all I want is to protect America is to leave me alone and never make any deal whit then, all they care is to talk to me and see if they can get pay , I just don't understand why they say they have a high customer service reviews, well they don't show that here , all they show whit me is about making a contract and make money at any cost
Regards,
*** ***

Complaint: ***
I am rejecting this response because PAI failed to comply with this agreement as per the terms and conditions item E, by not providing properly working equipment at the time of agreement initiation I will continue service with PAI as long as they can show sufficient evidence that the replacement sensor was shipped and received when the system was installedIf not PAI failed to provide the equipment per the agreement so therefore PAI was in violation on this agreement since August PAI expects me to uphold my end of this agreement without upholding theirs.
Regards,
*** ***