Protect America, Inc.

We are currently investigating the issue described by Mr. [redacted]. Protect America, Inc. will be reaching out to Mr. [redacted]. Thank you for your time and patience on this matter.

Protect America has received the rejection submitted by Mr. [redacted]. We've had the opportunity to speak with Mr. [redacted] and were unable to reach an amicable resolution. We ask that Mr. [redacted] call ###-###-#### [redacted] to allow one of our technicians to assist with any further system setup.

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, the signed agreement states that the contract shall be 36 months.  Although still in term, Mr. [redacted] does have the options to transfer the system to someone else or prepay the remainder of the term. The issues...

that Mr. [redacted] is experiencing are able to be fixed. We ask that he allow our technical support team to further assist.

Complaint: [redacted]
I am rejecting this response because:I called the company and canceled my account after my 3 year contract expired.  They told me I needed to sign contact and pay an extra 30 days which I did but they never mailed my a contract to sign after calling 3 times for 3 months in a row.  It is documented in their system that I called and requested a contract to sign but was never mailed out.  The customer service verified it is documented in their system but they will not mail me a contract to sign to cancel so they keep billing me month after month.
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. We appreciate the opportunity to resolve his concerns. We reviewed the account and calls and our records show that we spoke with Mr. [redacted] in July 05, 2017 regarding equipment issues. We offered to replace...

all his equipment at no additional cost or extension of his agreement, to which he accepted. Mr. [redacted] contacted us in August 25, 2017 to cancel the account. He was advised of the 30 day written cancel notice requirement as per Protect America's Agreement terms and conditions indicate. We received his 30 day written cancel notice effective August 31, 2017 and processed cancellation of the account accordingly. At this time there is no refund due on the account. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response for a couple of reasons. First, this response does not account for the May charges if you assume they received the equipment on April 28. The April 28 date is contrary to a customer service rep telling me they did not receive the equipment until May. Second, since they sent me equipment after I returned everything it would have been impossible for me to have sent ALL equipment back within the allotted time frame from the original cancellation date of March 16.Third, I do not know what Protect America's policy is regarding replying to email, but they did not respond to any emails I sent concerning the account (attached). The email address was provided in their emails to me regarding the cancellation as an appropriate method of contact for questions or inquiries regarding the account. Not responding to my emails significantly delayed the return of the unwanted second shipment of equipment.And last, the email I received from them states the final cancellation date of March 16. It does not state that I breached any agreement with them regarding late equipment or any other issue. For the above reasons I believe I am owed a refund of all charges less the $75 restocking fee per the original cancellation agreement.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:i never refused an offer. When the problem happened, I wanted to cancel my service. I was reasured on the phone that I would be rushed a new system and I would get a month free of charge. The system was not rushed to me. It took almost two weeks to get it and I was charged for the month. Protect America has not kept any of the promises. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is getting absolutely ridiculous. I attached my credit card statements where you guys were still charging me up until January of 2016. The only reason it stopped was because I told my credit card company that it was a fraudulent charge. I did talk to Protect America more than once and told them I cancelled in MARCH 2014 and no one seems to be able to find anything. It's very convenient to just be able to say that someone never cancelled and not be able to prove it. I can prove when I left Ohio and was no longer using the service. I wasn't under a contract to continue your service once the equipment was paid off. I will report every charge to my credit card company as fraudulent and pursue reimbursement that way. You've said I missed payments of $272 yet I showed being over charged $815. I will continue to report this to the Revdex.com and I will pursue complaints with state consumer boards until this is resolved and the collection account is resolved and removed from my credit report.
Regards,
[redacted]

Protect America, Inc. has received the response filed by Mr.[redacted]. We have reached out to Mr. [redacted] and submitted the order to replacethe equipment he feels is not functioning properly. At this time we have cometo an amicable resolution for him.

We purchased a used car from a lot and bought a 3-month ASC Warranty. The starter went out about a month and a half later. ASC took care of the bill as advertised. Very easy process.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was advised that I could add onto service at any time.  that does not seem to be "locked in".  How is it the lock opens only one way to add service, but if you need to downgrade for any reason they pump the breaks.  I don't agree.  This is all important information that should be disclosed to the client prior to any "contract".  They tell you what you want to hear and once you sign, they own you for the term agreement.  I"ve tried working with them since April, and have been paying even without the service.  i've acknowledged any misunderstandings on my part, but i'm not getting anywhere with this company.  I value my name, but they obviously don't.  
Regards,
[redacted] ([redacted])

Unfortunately, Mr. [redacted] will need to contact the Hillcrest Davidson Collection Agency and clear the past due balance before we can offer assistance in this matter.

Complaint: [redacted]
I am rejecting this response because:We live in a very rural area. The most we can receive in wifi service is 3 mbps. The router we have now causes a huge drag on the speed now. And a larger router will  not fix the problem. And again, you are asking me to pay for something else! Just let all this go already. You scammed me once already into buying in even though I specifically asked about the phone service before I bought in. Now you want ME to fix a problem that you have with your equipment. I'm trying to be nice here but you refuse to let all this go.
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America's contract terms and conditions, a 30 day written notice is required to process cancellation of the account. This information was provided to him when he initially set up the account in February 12, 2014...

and was recapitulated to him in February 1, 2017. We received his 30 day written notice and have processed the cancellation of the account accordingly. We ask that he allows Protect America to assist with any further inquiries.

Complaint: [redacted]
I am rejecting this response because:I do not have any records of the attached contract prior to what was e-mailed by Protect America's sales representative on June 12, 2015.  In addition, I asked the same sales representative to provide a copy of the voice agreement he stated I may have entered and did not receive that.Finally, I have sent and Protect America has accepted a final payment in the form of a cashier's check that was noted "Balance Paid in Full," with a letter enclosed requesting they contact me directly to discuss why I would still be required to pay monthly fees for a service I was no longer using.  The organization did not respond, but instead continued to send notifications to my previous address even though I notified them of the address change and called me continuously for weeks after.  I would appreciate Protect America's honoring my request to cease trying to collect additional payments from me.  As stated in all communication to them for the past eight months, I am no longer using the service. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I need to know what fees Protect America is charging me and I need this in writing. I need to know exactly what I'm being charged for. [redacted] stated in Revdex.com case # [redacted] that they do not charge fees. The last bill I received from your company was for $216.60 and that was in December of 2015.  [redacted] also stated in Consumer Financial Bureau case # [redacted] they don't charge fees. They said your company sent this to them saying that I owe $435. Look at these 2 cases that I already filed against [redacted] and they are saying this is the amount you told them I owe and if that's the case you should be able to show me how I owe this amount. I have already talked to them you need to tell me what you are charging me for because this is the amount you sent them saying I owe according to them.
Regards,
[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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: protect America should not be a allowed to implement a 30 day cancellation charge!! You have charged me 2 additional months after contract expired which have been paid for service not agrred to. Protect America  has not even been monitoring my home!! NO work on your part what so ever. I sent a 30 day prior notice by email that you choose not to read or respond to.  Protect America has been paid $800.00 and have had to do nothing.  CLOSE THIS ACCOUNT PAID IN FULL!! 
Regards,
[redacted]

Protect America, Inc. has received the rejection submitted by Ms. [redacted]. We've spoken with Ms. [redacted] and offered to clear part of the balance for her if she was willing to pay the portion that she owes. Ms. [redacted] denied the offer stating that she is only willing to pay $49.99. She is responsible for $99.98 of the current account balance, which is $249.91. We were unable to reach an amicable resolution.