Protect America, Inc.

In reviewing the account further. The equipment that wassent to Mr. [redacted] after the initial package went out, was never a part of theinitial sale. After sending Mr. [redacted] additional and replaced equipment, hereturned all the equipment without installing it. On 1/19/2015 our CancellationSupervisor spoke with Mr. [redacted] and offered to resend the equipment for him toinstall. Mr. [redacted] declined. At this time we feel we have done everything inour power to provide a resolution for Mr. [redacted]. After the initial 3 yearterm, all agreements are month to month which allows our customers to canceltheir agreement 30 days prior to the end of the initial term or any monththereafter. Protect America’s customers are liable for monthly service feeswhether equipment is on line or not on line with the monitoring facility.

There is actually a credit for 2 free months on file for [redacted]. She will not be billed until April. I've reached out to our monitoring stations to see what happened back on 8/16/14. Per their investigations, they attempted to contact the phone numbers on file before dispatching police. They didn't find a call from [redacted] to cancel the dispatch. I have called [redacted] to see if her call to our monitoring station was from a different number than what we have on file. I am awaiting a callback from her to further this investigation.

Protect America has received the complaint submitted by Mr. [redacted] . As per Protect America contract terms and conditions, the contract term is 36 months long and we require a 30 day written notice. Upon review of the account, it was determined that we received the 30 day written...

cancellation notice and processed cancellation of the account accordingly. The balance on the account stands as is. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: I reject this explanation due to false...

advertising,
manipulation of contract and unreasonable terms of conditions.
1.      
 The
contract sent to you is not the one I signed. 
It has several discrepancies.  The
number of months I was quoted on the phone was 24 months (NOT 36 months).
2.      
The amount I pay monthly is $21.39 (NOT $32.09)
3.      
Entire Customer Agreement was at 2 yrs would
have been: ($53.44 + $513.44= $566.80) (NOT $1,079.64 for 3 YEARS).
4.      
They never listed the cost of the monitoring
equipment.
5.      
Never received an original receipt either by
mail or email.
I ordered this equipment on 8/8/14 and my
mother passed away on 10/23/14.  We have
paid for a service that was never rendered and have no one to transfer it
to.  We have paid $320.81 up to this
point, to a company that has not rendered anything but hardship and is
inflexible on terms of termination.
6.      
 There is
no date on the contract.  They are saying
the date was 8/4/14, yet our Debit card says /8/8/14.
 
Regards,
[redacted]

Protect America, Inc. has received the complaint filed byMs. [redacted]. In reviewing her account it has been determined that the falsealarm occurrences were initiated with a dining room sensor activation afterwhich an invalid passcode was provided when our Central Monitoring Station madecontact with...

the emergency contact information provided.  Contact was then made with the secondary emergencynumber and that person stated no one was home. The Central Monitoring Stationfollowed the proper protocol and dispatched the authorities.  Additionally, PAI ask that our customers callin to test their system monthly to prevent them from having problems with theirequipment.  We have reached out to Ms.[redacted] to offer a resolution. She declined our offer. Also, we feel that ourLicensing department has done everything in their power to assist Ms. [redacted]with providing information on how to register for the LAPD Online Alarm School.At this time Ms. [redacted] will need to contact our cancellation department todiscuss her options.

Complaint: [redacted]
I am rejecting this response because: if they check records I have called multiple time no system will work in my house unless I drill holes in my 1930's door. I did not sign the agreement in 2015 as it was a reprint of my prior signature . I would like to be let out of the contract and I will pay the last two months of the bill to be fair . Though I feel you guys have done little to nothing to assist in my needs. If I am not let out of the contract and continue to receive bills I will just let it go to the creditors and will give nothing. I'm trying to be kind by not taking further action. This company has in no way shape or form handled the issue of my system not working other than giving an option to potentially ruin an expensive door. 
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted] We reviewed the account and calls. Ms. [redacted] declined the options available to her in terminating the account. We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:  I was under duress when I signed the contract agreement with protect America and remain under duress to date.  Feeling safe and secure at all times as much as humanly possible, is the most important objective for me considering my mental disorder.There is nothing protect America can do to assist me other than terminate the contract without taking me to collections.  I was treated like the sm of the earth by these people.  Disrespected on all levels and they think I would trust them to monitor the security of my home.  It makes me nauseous continuing to think about or write about this experience.  I view this Corporation's business practices as greed and blood sucking.  I would not allow protect America to protect my home if it was free.            
Regards,
[redacted]

Protect America, Inc. would like to apologize for the inconvenience that has been experienced with Mr. [redacted]. After reviewing the account we where able to determine the following.The total payments that have been paid to date equals 20 monthly payments out of 36. With the monthly monitoring rate...

being $33.99 each month that leaves 16 payments remaining. Total monthly amount left on agreement = $543.84Our notes specifically state that Mr. [redacted] was given the payoff amount of $577.83 at the time of the call which took place July 15, 2015. At this time the monthly payment for July had not yet posted, so that is the reason there is a different payoff total amount mentioned above today.

Protect America has received the complaint submitted by Mr. [redacted]. We reviewed the account and calls. As per Protect America's contract terms and conditions, the Agreement term is for 36 months. This was provided to Mr. [redacted] on the initial sales call dated 10/11/2016 and when he...

provided his electronic signature online thereafter. With regards to his alarm system concerns, we provided Mr. [redacted] various options on resolving his equipment issues and he declined them all. We ask that he allows Protect America to assist with any further concerns.

PAI have received the complaint filed by Mr. [redacted]. Inreviewing the account records and recorded calls between Mr. [redacted] and ProtectAmerica we’ve found that he called on 3/4/2015 to request cancellation of hisaccount. Protect America agreement states that if a customer wishes to canceltheir...

account we must receive the request 30 days but no earlier than 90 daysprior to the end of the initial term or any renewal term. With that, Mr. [redacted]called on 3/4/2015 his account would have been set to cancel on 4/3/2015 withan auto draft of 4/1/02015. We regret to inform Mr. [redacted] that there is norefund due at this time. We have provided a copy of Mr. [redacted]’s agreement forhis review.

Protect America has received the rejected response submitted by Mr. [redacted] At this time, we are unable to reach an amicable resolution. We ask that he contacts Protect America to assist with the termination of the contract.

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America cancellation guidelines, we require a 30 day written notice. We have reviewed the account in detail and it was determined that we received his written cancellation request and we processed cancellation...

of the account accordingly. The balance on the account stands as is. We ask that he allows Protect America to assist with any further concerns.

Revdex.com:As long as they clearly state that there are stipulations to there offer ie. Extending your service contract etc.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: All this was after the fact. The letter was done after a whole year passed, otherwise we still couldn't cancel. We never even seen a copy of the contract until they told us its in the contract and we said we never received any contract, so thats how we got the contract. This was canceled a year ago, before they covered their buts. They have it on a telephone recording that we canceled . And they told us we had to wait two months for the contract to be over. So we did and Feb. we were signed up with a new company. They never made us aware that we had to write a letter to cancel, or that its the proper way on the contract. They understood on the phone that we were done by Feb. Otherwise why would we sign up with a new company and pay for two alarm systems for a whole year. When all the equipment was taken out we even called to ask them do they want us to send it back to them, and they said no. They have these calls on recording, because they found them and played it back to me, so they know this is true. I have no reason to lie, but when a company that we were paying  since 2012 treats us like this, and plays dumb to all this, they are not a good company. And thats one reason why we left. Every time we called they never knew anything, we had to explain over and over again . They should have made us aware the first time when we canceled and told us we had to wait two months for the contract was up, and we said yes we would. They should have said the proper way to cancel is. and never a word, so this is their mistake, and because of them we lose that money that we work hard for, for a whole year and we are supposed to forget about it, because they say so. No, we can't !!!!!!
Regards,
[redacted]

Protect America has received the response from Mr. [redacted]. We require our customers to test their system monthly. Additionally, we have offered multiple solutions which have been declined. Mr. [redacted] received a copy of his electronically signed agreement. We ask that Mr. [redacted] allow Protect America to assist with any future concerns.

In reviewing Mr. [redacted]’s account we’ve found that thecancel date he has referred to in his last two responses show as a typo in PAI’sfirst response. We have provided an additional copy of Mr. [redacted]’s agreementfor his viewing.  Mr. [redacted] contract willbe eligible for cancellation January 4, 2017.At this time we feel that we have done everything in our power to assist Mr. [redacted]and he has declined all offers. We regret the we are unable to come to an amicableresolution for Mr. [redacted].

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
They don't have to "honor" anything! I want an acknowledgment from them that they were...

wrong in the first place to build the fraudulently. And frankly I'd like an apology as well. In addition, it's Mr. [redacted], not Mr. [redacted].

Protect America, Inc. have received the second response filedMs. [redacted]. We at PAI in no way want our customers to feel pressured. Ourintention is solely to offer current customers the option for a lower monitoringrate and/or current promotions.  Additionally,Protect America customers are given the cancellation process at the point ofsale and also provided in the Terms and Conditions of the agreement. At thistime we regret we are unable to come to a resolution for Ms. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I find it interesting that they only called me with someone to resolve my issue after contacting the Revdex.com. Protect America offer me $15.00 back and then finally refunded me the full amount of the disputed payment. I would have happily complied with the "30 day policy" if I wasn't given the run around about how and when to cancel, seems self-serving on their behalf. Either way, I got a positive result! Thank you.
Regards,
[redacted]