Protect America, Inc.

Protect America has received the complaint submitted by Ms. [redacted].  As per Protect America cancellation guidelines stated on the contract, we require a 30 day written notice. We reviewed the account and calls. We advised her of the terms and conditions of the cancellation guidelines...

by providing her a copy of the contract. We received her 30 day written cancel notice and processed the cancellation accordingly. We ask that she allows Protect America to assist with further concerns.

Protect America has received the complaint submitted by Ms. [redacted] As per Protect America cancellation guidelines, the contract is for 36 months and it automatically renews on a month to month basis thereafter, unless we receive a written notice of cancellation from her no sooner than ninety...

(90) days prior to or later than thirty (30) days prior to the end of the initial term. Ms. [redacted] was advised of the terms and conditions several times on the initial sales call and subsequent calls thereafter. We ask that she allows Protect America to assist with any further inquiries.

Protect America has received the complaint submitted by Mr. [redacted] and we appreciate the opportunity to address his concerns and provide him the best possible solution. An account review has been completed with the following actions taken. We have processed the cancellation of the account...

accordingly and in addition, Protect America has waived the outstanding balance of $189.95. We ask that he allows Protect America to assist with any further concerns.

Protect America, Inc. has received the rejection submitted by Ms. [redacted]. Upon further review, Protect America will prorate the monitoring charge for the month of March. We ask that Ms. [redacted] allow Protect America to assist with any further concerns.

Protect America has received the complaint submitted by Mr. [redacted]. We have reviewed the account and calls. We have processed the cancellation of the account accordingly. At this time there is no balance owed on the account. We ask that he allows Protect America to assist with any...

further concerns.

Protect America has received the complaint submitted by Ms. [redacted].  As per Protect America's contract terms and conditions, the contract is for 36 months. We reviewed the initial sales call dated 03/06/2014, the sales representative advised her that the agreement term is 36 months and...

she understood. He then walked her through signing the documents electronically page by page until she was done and she submitted the signed agreement back to us. This is the document that we provided to her when she requested for it. We ask that she allows Protect America to assist with any further concerns.

Protect America, Inc. has received the response filed by Ms. [redacted]. Our policy for returns is that a customer has 14 days upon signing the contract to return the equipment. the call was made to cancel service March 16, 2015. (All equipment was received 4/28/15) This is the reason for the...

month of April in the amount of $54.56 being charged, since the equipment was not received.  As mentioned there is a $75.00 restocking fee that she was informed of. This was applied to her account and that is the reason there is no refund due to the restocking fee being applied.

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. Please not that I haven't received anything from Protect America. I am looking to put them behind me. I will look for the communication regarding the settlement agreement.Thank you[redacted]
Regards,
[redacted]
Revdex.com[redacted]
[redacted] 
[redacted]
[redacted] [redacted]
Dear [redacted]
This message is in regard to a complaint submitted to the Revdex.com about your business on 12/16/2016 by Michael Bell .  This complaint was assigned ID [redacted]
Revdex.com would like to thank you for your cooperation and response to the above-referenced consumer's complaint.  After forwarding the consumer your response, the consumer notified our office the matter is resolved.  Therefore we have closed this case accordingly.
If you have any questions, however, we are happy to assist you.  Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
Regards,
[redacted] 
Dispute Resolution Specialist
MESSAGE:
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. Please not that I haven't received anything from Protect America. I am looking to put them behind me. I will look for the communication regarding the settlement agreement.Thank you[redacted]
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, Protect America has attempted to offer different solutions to Mr. [redacted] regarding his account. While we sympathize with Mr. [redacted], he will need to contact Hillcrest Davison and Associates in resolving this...

matter.

Complaint: 11964517
I am rejecting this response because: it does not negate the fact that I have asked to have this accounted cancelled over 20 times and STILL have not heard back from the company on what steps are necessary to close this account.  The contract ended in September 2016 and I have been charged 4 additional months of service because of the company's lack of customer service, honesty, and communication.  If the company showed any integrity what-so-ever, the last 4 months should have been refunded and we should have heard back from a representative MONTHS ago regarding this issue rather than only receiving calls to collect on the account.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have been on the phone with Protect America's phone techs over the last 2 years at least 30 times.  I have spoken with Level 2 techs in the past and they have even sent me a technician to my house in the past. I was told that if I had another problem they would cancel  my contract.  I expressed this but they have ignored my request.  We have spoken to protect America techs  7 or 8 times in March The last event in March we were on the phone with protect America for 3-4 hours.  This was a level 2 tech.  Why would they have waist-ed my time if it was not especially knowing the history.   This was to fix the same issue they now want me to fix again over the phone. Again they have sent me many, many panels and each time I had to spend hours on the phone. In march they offered to send a tech out when I spoke with a retention specialist.  Then they said they did not have a technician in  my area.  Then they said I needed to speak with a tech 2 tech again.This company should more clearly communicate the amount of commitment, sacrifice and time it takes to be a customer.For 2 years I have paid for security but have received a faulty system in return. Based upon the amount of complaints this is not a singular issue, and desire a class action. 
Regards,
[redacted]

Protect America, Inc. has received the feedback submitted by Mrs. [redacted]. There has since been a letter received by an attorney addressing the matter. There will be follow up sent via that legal outlet. We are currently reviewing the account.

Protect America have received the complaint filed by Ms. [redacted]. In reviewing the recorded sales call between Ms. [redacted] and Protect America, we’ve found that she completed the online agreement and agreed to the 3 year agreement and the terms and conditions of the agreement before completing the...

online process. The sales agent explained that Ms. [redacted] would receive the agreement in her inbox for her to download, print and retain a copy for herself. Our records also indicate that Ms. [redacted] called in on 2/25/2015 to report her alarm had gone off. When asked her to allow us to test her system, Ms. [redacted] declined. Per her agreement with Protect America, we ask that our customers call monthly to test their system. At this time Ms. [redacted]’s agreement will be eligible to cancel 5/15/2017.

Complaint: [redacted]
I am rejecting this response because:Protect America has never once reached out to me about my service. The only time I'm contacted  is if I forget to pay the bill or if I call them. The solutions they gave me is to either keep paying or transfer the service to someone else who will keep paying. Every contract should have a way to be terminated. I'm am willing to pay a fee to terminate my contract and relationship with protect america. Thank you.
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We reviewed the account and calls. We processed the cancellation of the account accordingly. The refund for the amount of $64.94 was submitted to the credit card that she used to set up the account initially. We ask that she...

allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because even though Protect America has attempted to correct the issue the company has failed to follow through in clearing up these issues.  In the initial contact in April 2015 to cancel this agreement, the representative I spoke with stated he seen where the replacement sensor was ordered but could not find where it ever shipped.  The same representative stated that if we would set the system up that evening he would have a technician call me that evening so it could be tested.  He further stated that Protect America would work with me on the balance.  The technician did not call until the following day when I was away from the system, he did NOT call when I was informed he would.  I also received a call a few days later from a very rude and unprofessional representative who threatened collections on the balance of the account.  This was right after I was told that Protect America would work with me on the balance.Protect America fails to communicate internally in assisting customers.  Are these the same representatives that I am to continue to place the safety of my family in?  I refuse to allow this faulty system and company to continue attempting to protecting my family.  I am unclear of exactly what the call center log means that was attached to the original response.  Protect America should ensure they have contact with the system and ensure it is working properly.  If I test the system today and it stops working tomorrow, does that mean I go a full month without the system working.  I know for a fact this system has been activated for a longer period of time and Protect America failed to act in accordance with the agreement.  Though they show the sensor "shipped" in August 2013 it would still be their responsibility to ensure the system is functioning according to our agreement, which they failed to do.  They push blame on me, that I should have informed them the sensor never arrived.  Once again, I am suppose to continue to pay for services and put the safety and well being of my family in a company that cannot follow up with a faulty sensor. Once again I have upheld my end of the agreement by paying the monthly monitoring fees up until we stopped payment to cancel the agreement, but Protect America's customer service has failed to provide accurate services, equipment, and monitoring.  I will give Protect America the opportunity to serve my family until the end of the service agreement as long as Protect America will issue a refund for the months they failed to provide adequate services and equipment from August 2013 to April 2015.  They failed to provide the services and equipment per the agreement. 
Regards,
[redacted]

Protect America,
Inc. has received the feedback submitted by Ms. [redacted]. Upon review, the
signed renewal contract states that it allows a right of rescission period of
three (3) business days from the date it was signed. Since the complaint was
submitted, Protect America, Inc. has spoken...

with Ms. [redacted] and set up a
callback with a manager to discuss the issue at hand. We ask that Ms.
[redacted] continue to allow us to assist her by calling ###-###-#### and
speaking with a representative or manager. Attached is a copy of the signed
agreement.

Rob Sorenson
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Rob Sorenson
10 hrs ·
And you figured the Secret Service really was not there watching? Of course it was a fake.

Was the Hillary hiking in the woods photo staged?
The chance encounter a mother hiking with her daughter had with Hillary Clinton the day after losing the election may not be what it has been made out to seem.
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Rob Sorenson
17 hrs ·
For all my friends who are looking to buy a new car, BEWARE of ROUTE 66 EXTENDED WARRANTY!!!. I bought a new truck in 2014, earlier in the week the A/C compressor gave up. I put in a claim and took it to the dealer. As suspected the compressor had failed. They called for a claim and was DENIED over HALF or the charges.
All those crooks would cover was the compressor itself. not the required belt (one time use and has to be destroyed to remove) the freon and the damaged hoses. The compressor was 450 and the rest is 500. When the dealer called to tell me he was enraged as was I.
So I called the company, asked for a manager, "we do not have managers only supervisors" so I spoke to a supervisor who told me that he answered only to the board of directors. What BS.
After chewing on the supervisor decided to be nice and do a one time "good will gesture" and asked me how much I wanted, The whole amount I told him. He then tried to tell me that belts and hoses were not covered and tried to refer me to the policy. Not so fast skippy.
He finally agreed to cover the whole charge. "this time only"
I again asked for the manager and low and behold there was one. Liar.
Can anyone figure out why when a compressor fails and the repair cannot be made without these other parts why they are not covered?
Oh by the way, when I looked at the document he sent section M clearly states, "...; unless required when repairing a covered repair" I think this qualifies.
Why did I have to even press this to get the repair covered as it was supposed to be for a filled part????

Let me make this analogy.... You go to the hospital, find out you need blood or you are going to die.... You have health coverage and they tell you, we will pay for the bag but not the needle (belt) tubing (hoses) or the Blood (fluids) just the bag. You call and ask for the doctor, there is note but you can talk to the janitor. after the janitor tells you that he only answers to the board of director and there is know body in between. Same deal as this.

Complaint: [redacted]
I am rejecting this response because:The company wants me to enter into a 3-year contract and not compensate me for the year of services that were paid for but not provided.  I need to be compensated for my loss prior to entertaining any future commitment with Protect America. The attached document details my attempts to work with the company to resolve my problem with them, as well as their typical delay tactics.At this point, since they have not responded to my request for a refund and to part ways, I feel that an equitable solution would be for them to repair my system at no cost, maintain the month-to-month arrangement at the current price, and provide the next six months of service for free.  If the company can provide stable service and demonstrate performance, after the 6 month time frame I would be willing to entertain upgrading the system and entering into a longer term agreement.I have a concern that the company plans to terminate my service as of September 30, 2016, without compensating me for the year that I paid for service that I did not receive.  I would not like to have to go down that road if it can be avoided.  The three-year contract is the sole option they have provided, and I am certain that their solution is not in my best interest.
Regards,
[redacted]

The customer is correct in that their initial 36 month term ended effective December 2014. Agreements renew month-to-month afterwards. In order to cancel service, Protect America must receive written notice from the customer between 30-90 prior to the date they wish to end services. We did not...

receive written notice until 1/27/15. Though previously the customer's wife had contacted us multiple times requesting to cancel, we explained to her that major service changes need to be handled by [redacted]. Additionally, the customer issued a stop-payment on Protect America in October 2014. They have a balance for 4 unpaid months. We sent multiple notices stating if not taken care of, the balance would be transferred to a 3rd party collection agency. As of 1/31/14, a 3rd party collection agency was notified of the balance. I managed to contact [redacted] yesterday in an effort to discuss everything. He did have time to talk much. I will be making multiple attempts today to contact him.