Protect America, Inc.

We have reached out to Mrs*** in an effort to assist with evangelizing her issuesAt this time, one of our team members is awaiting a callback from her

On 10/2/14, *** entered into a year agreement with Protect America whereby we provided free equipment upfront & established monitoring serviceIf there are issues with equipment or monitoring service, we would like the opportunity to troubleshoot with *** over the phone and
warranty anything found to be defectivePer our records, one call exists where equipment issues were explained with an effort to troubleshootThe call disconnected and our rep tried calling back multiple timesAfter that, we have only received requests to cancelPlease allow us an opportunity to properly diagnose and fix these issues

We have contacted Mrs*** and are still in process of resolving her concernsWe have set a deadline of having this resolved by end of next week

Complaint: ***
I am rejecting this response because:
I am in disagreement that Protect America has exceed my expectations In fact, they have not met them from the very beginning
First, I did NOT receive the equipment I had purchased I purchased all motion detectors and what I got was window sensor connectors I had to sent them items back
Secondly, my central motioning equipment was defective and I had to send that back as well and get a replacement I spent countless hours on the phone with Protect America trying to get these services up and runningHowever, please do tell me how you exceed my expectations on this matter
Also, Protect America says their findings indicate that I was properly informed I have yet to receive any confirmation/information from them which indicates I was properly informed other then the initial call I made to cancel my service
In terms of options, all Protect America has offered me was for me to "transfer" the service to the new home owner who does not want it or keep the service as is I am still of the opinion the sales person I talked to did indicate to me that I would be able to disconnect my service if I sold my house In reviewing other Revdex.com complaints and reviews of Protect America, I am not alone in this matter
Regards,
*** ***

Complaint: ***
I am rejecting this response because:They refuse to accept that I contacted them twice concerning the sensors not working and it did not get resolvedI do not have ANY interest in having them continue to try to get these senors to workI expect to have an address to return the equipment and never hear from them again
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,Personally I think it's unfair that people can't do anything about it they're stuck in a contract or sating if they're not happy with the service that they are receiving no I called numerous times trying to ask questions nobody ever picks up are you on hold forever i
*** ***

Complaint: ***
I am rejecting this response because:There were several contacts made with Protect America they are not acknowledging in their replyThe contacts they are not acknowledging is the primary reason I wish the contract I signed to be canceled since those contacts were requests by me for info necessary to bring the cameras online which were unsuccessfulThat is my claim; as I have already stated in my first contact with Revdex.com....the subsequent telephone contacts made with Protect America were not successful at bringing my cameras online; even after I had two independent computer specialists come to my home who were also unsuccessful at bringing the cameras onlineThe cameras were never operational because Protect America was not able to tell me why I could not bring them onlineThis is also why I never signed the authorization to increase my monthly cost since I never had camera operation.I have all the equipment packed in the original container ready to ship back to Protect AmericaWhen Protect America gives me an RMA number, amount of shipping insurance I need to purchase; and address to send the equipment to; I will ship it per their choice of common carrier; fully insured at my cost; and when they acknowledge they have received the equipment I am requesting once again cancellation of my contract since my cameras could not be placed online by Protect America; as the info I needed to do so was not given to me by Protect AmericaSince I did not receive that info I consider that a breach of contract; since they offer online customer service through the contract I signed; therefore because I have not been provided that information to render my cameras operational, the contract I signed is voided by their inability to place my cameras online and fully operationalThe cameras never operated as advertised
Regards,
*** ***

At this time we at Protect America feel that we have done everything in our power to assist Ms***She has declined all offersWe regret that we are unable to come to an amicable resolution for Ms***She will need to contact our cancellation department to discuss her cancellation options

Protect America,Inchas received the complaint filed by Mr*** ***In reviewing Mr.***’s account we’ve found that we offered the return label as a courtesy forMr***Additionally, Mr***’s account received the credit of $on4/20/PAI have tried contact Mr*** to
address his concerns

We have received the complaint filed by Mr***Inreviewing Mr***’s account, we’ve found that on 1/8/2015, he called to cancelthe monitoring service. Mr*** wasprovided the proper cancellation procedureAdditionally, Protect America agreementsstate that the term will continue on a
month to month basis after the initialthree year term. It also states werequire a written notice if you wish to cancelMr*** has called in toreport alarms and at that time was asked if he would allow us totroubleshoot the system with him and Mr*** declinedProtect America agreementstates that our customers are required to test the system monthly We warranty customer’s equipment if we find itis no longer functional We regret toinform Mr*** that we received his cancel letter on 3/9/2015, therefore hisaccount is set to cancel 4/30/and no refund is due at this time

Protect America, Inchas received the complaint filed byMs*** In reviewing the recordedcalls we’ve found that on 8/26/2014, Ms*** called to purchase additionalequipment for her new home. It wasunfortunate that from Novto March we are unable to auto-draft fromMs
*** account she provided for Electronic Funds transfer therefore heraccount was submitted to collectionsMs*** paid her past due balancethen reinstate with PAI for a new three year term

Per our recorded calls, *** originally called to cancel on 10/10/and was offered to send a cancellation letter via email, fax, or mailShe chose fax and was provided our fax numberOn 12/23/14, she spoke to our cancellation department again and stated that she mailed a letter to us per our instruction back in OctoberWe did not find any calls where *** was given an address to mail to until the 12/23/call when she was provided the correct addressAccording to http://www.yellowpages.com/, the Houston address belongs to an insurance company that Protect America has no affiliation withWe understand that *** intended to send a cancellation letter to us in October and as a courtesy expedited processing of her written request to ensure further charges ceasedUnfortunately, all prior charges are valid and are not eligible for refund

Complaint: ***
I am rejecting this response because:I respectfully reject PAI's offer to move forward with service or have the equipment installed and system monitored and continue to ask that the contract agreement be terminated as of 1/4/as stated in the business response on April 30th, to my original complaint dated previously.Your product and customer service are inferior and I have no confidence in your product's ability to provide for my safety and security needsI will continue to keep this complaint active and provide unfavorable reviews until the offer to terminate the contract as of 01/04/is honored as previously stated in PAI's responseThat will be the only acceptable solution at this point as the equipment has already been returned to the company in it's entiretyThe account is current as of 01/04/which is the termination date that was stated by PAI and I would like for that offer to be honored and the transaction completed as soon as possible. Please attend to the cancellation of my contract immediately and back date as of the date that you stated in your previous response which is 01/04/Thank you. Regards,
*** ***

Mr.*** signed our agreement on 1/9/We were first notified of alarm issues on 5/28/At that time, we shipped two replacement smoke detectors to the customer at no costOn 6/3/14, Mrs*** called to cancel service because the smoke detectors hadn't been received yetIt is our
standard policy to ship replacement equipment via standard groundWe set no expectation of expedited shipping free-of-chargeYet due to the customer's concerns, we offered to overnight a 2nd shipment at no costMrs*** declined and insisted on cancellingPer our agreement, customers are expected to pay the remaining sum of their month agreement for early cancellationMrs*** requested to speak to a managerA manager spoke to her and reiterated the aforementioned optionsMrs*** hung up on our manager, who tried calling back and left a message and email with stated optionsOn 6/8/14, Mrs*** requested a copy of her monitoring history, to which a Customer Service Agent emailed herOn 6/24/14, Mrs*** called stating she never received the emailA Customer Service Agent informed Mrs*** of www.mymonitoringstation.com, where she can pull her monitoring history whenever she wantsPresently, the customer has revoked all payments since 7/1/and their account will be sent to our 3rd party collection agency at end of monthWe are more than happy to assist Mrand Mrs*** with installing the replacement smoke detectors once their balance has been paidThe customer can also pay the remainder of their agreement upfront to cancelBesides there two options, there are no other amicable alternatives

Protect America has received the complaint filed by Ms***. In reviewing her account we’ve found thatthe original date called was April 10, as a potential cancellationProtectAmerica require a day written notice to cancel the contractMs***’sElectronic funds transfer was
set for the first day of each month which wouldnot have been days following original cancel requestWe feel that at thistime Ms*** is not eligible for the refund she’s seeking and her accountis set to cancel May 31,

In regards to Mrs***’s rejection, Protect America willallow someone other than the account holder to communicate on their behalf aslong as they can provide the necessary account informationThe customer protectiondepartment must have the account holder provide us with their complaint for apossible resolution Additionally, ProtectAmerica’s cancellation department has provided a resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
***

They denied my claim due to failure to provide maintenance records I gave them a detailed report with all mantinence items as described in the contract I could not however provide receipt of these maintenance purchases which they said they required The fine print says nothing about providing receipts They are crooks and buying a warranty plan through them is a complete waste of money They didn't even offer to pay for some of the repair costs I will do everything I can to make sure nobody else falls victim to this treatment I will tell every dealership owner that sells the plan to drop this warrant company And I know many!!

Complaint: ***
I am rejecting this response because:That is why we are hereAfter all these they still emailed that they wont cancel claiming the equipment I returned was not completeThey were returned in the first because they did not send everything the contract specifiedThis company and it's employees lack integrity, periodJudging by the complaints on this site am not alone in this predicament.I am done trying to reason with them as well as I have tried everything but the only resolution they want is to keep me as a customerThat is not an option. Thank you Revdex.com
Regards,
*** ***

In response to Ms*** rejection Protect America agreementstates that the customer must call in monthly and test their system to assure itis functioning properly Our customersare liable for monthly service fees whether equipment is on line or not on linewith the monitoring facilityOn 12/27/we called Ms*** and left avoicemailOn 12/28/we called Ms*** and at this time she stated she’srequesting to cancel her agreementOur general care agent explained thecancellation department was closed for the weekendMs*** stated she wouldcall back the following MondayWe do not show record of Ms*** callingagain until 3/31/Additionally, we feel that Ms*** will be noteligible for a refundAt this time our resolution with Ms*** is to allowher to cancel her account as requested