Protect America, Inc.

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]

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.

Protect America, Inc. has received the complaint submitted by Mrs. [redacted]. Upon review, Mrs. [redacted] has contacted Protect America in the past in regards to a lower rate. Protect America has made different offers. The most recent offer ended with Mrs. [redacted] stating that she wanted to consult with...

her spouse. The account has since been turned over to a collection agency for non-payment.

Protect America has received the complaint submitted by [redacted]  We have reviewed the account and find that the account was cancelled within the 14 day trail period.  [redacted] account was refunded the full amount minus the $79.00 restock fee listed in the terms and...

conditions of the agreement with Protect America.  The pre-paid shipping label requested by the [redacted] was delivered to the email address provided by her on December 9, 2016, at this time we ask that she allows Protect America to assist with any further concerns.

Protect America has received the complaint submitted by Mr. [redacted]. We are also reviewing his complaint from the  Department of Consumer Protection and we are going to handle this matter through the state department process.

Complaint: [redacted]
I am rejecting this response because: None of this should have ever happened.1. There is a constant give and take in communications with ProtectAmerica: I get Visa Fraud on the phone and they agree to refund, but la[redacted] they don't refund the amount as agreed, and start calling me explaining why they don't have to refund the money. 2. They continue to distort and misrepresent the facts of the case.      Here are the facts:1. The fax to discontinue service was sent in August. 2. The September billing should have been the last amount billed.3. Since they 'discovered' this February bill, the amount billed in October should have been used to cover the February bill.4. No bill should have been submitted for November. No services were requested in November or expected or used.5. ProtectAmerica agreed with me and the Visa Fraud unit that the November charge should be refunded.6. ProtectAmerica has not refunded the November charge as agreed. Don't do business with this company unless you are ready for a 'Til death do us part relationship. You'll need a good divorce lawyer if you ever try to leave them!This is all happening because their system is set up to make it as difficult as possible to cancel so they can ride the gravy train as long as they can. And all they have to do to get another few months of fees is lie lie lie. (Oh we never got this ... Oh we never said that ... ).
Regards,
[redacted]

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, Inc. has received the complaint submitted by Mr. [redacted].  Due to the nature of the complaint, the billing related call will be reviewed to determine what course of action needs to be taken. Mr. [redacted] will be contacted following the investigation. We ask that Mr. [redacted] allow Protect...

America, Inc. to assist with any further concerns.

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]

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.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]Protect America INC. provides a service that was disrupted due to there plans to upgrade. The company has also been negligent on communicating to loyal customers that their present equipment may not provide the services that is paid for every month. I as well as every other paying customers, except Protect America to provide the services promised and to work appropriately with the equipment given. No communication about new system and new components was broadcasted to their customers in any form about the changes in service.

Protect America has received the complaint submitted by Ms. [redacted]. As per Protect America's Agreement terms and conditions, the initial term is for 36 months. A digital copy of the Agreement was sent to her email address on file when she initially set up the account in January 2017. We...

would be happy to email or mail her another copy. We reviewed the account and calls. We assisted her in troubleshooting the issue. We tested the equipment and received regular communication from her system. As a courtesy to her, we sent her upgraded equipment and advised her to contact us to install the upgraded equipment. Ms. [redacted] has been a valued customer since January 2017. We ask that she continue to allow us the opportunity to resolve any further concerns.

Protect America has received the complaint submitted by [redacted] We were able to reach out to her and resolve her concerns. [redacted] was provided information on transferring existing account to new home owners and new equipment for her new home.

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]

We have received the rejected response from Mr. [redacted] and found that we have attempted to come to a resolution with him. Mr. [redacted] rejected all offers. At this time we are unable to reach an amicable resolution with him.

Protect America has received the complaint submitted by Mr. [redacted]. Protect America has provided Mr. [redacted] with options to transfer his service or pre-pay the remainder of his term. We ask that Mr. [redacted] allow Protect America to assist him with any future concerns.

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.

Complaint: [redacted]
I am rejecting this response because: any company that knowingly misleads a customer into purchasing a system that knowingly will not work in the customers home obviously cares little about their customer in any sense. If someone purchases a system and has to return it because the hardware included was misrepresented in a material fashion, the customer should not be penalized. Furthermore, the systems material misrepresentation is therefore a breach in contract on behalf of Protect America as you did not deliver a working product that met the expectations presented during the sales call or through your website. In addition, the fact your company has continued sending me multiple emails post-cancellation leads me to believe my information is still on file. If this is not quickly resolved through the Revdex.com in favor of a full return, as this is the only correct way for you to respond, I will be forced to take additional action through any and all legal means necessary and contact the TX attorney generals office. Trying to stand behind a product that was either defective or has such limited functionality by way of stealing someone's money is frankly appalling. I will not accept anything less than a return of my money. I can also contact my card-issuer to seek other remedies if we are unable to come to an agreement. Your company failed to deliver the product in the time agreed upon (overnight) as the system did not arrive for 4 days vs. 1 which again compromised the ability to return the product within 3 days of signing the agreement. There were numerous failures on your company's side and as such, you failed to deliver your contractual obligations to me thus voiding the contract according to contractual law. Many cases similar to this have been decided on behalf of the customer in a legal setting when the company has failed their end of the deal. Your agreement states you will cover under a warranty for a period of at least 90 days to replace the equipment with working equipment, but your company does not offer any devices that work in the parameters established in clear detail during the call. You were unable to send any working identical equipment as you simply don't offer anything that fills the requirement of my home. 
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 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.