Protect America, Inc.

Protect America has received the rejected response submitted by Ms. [redacted]. We offered multiple solutions to resolve her concerns. She declined all offers. We advised her on the terms and conditions of cancelling out the account. The balance on the account stands as is. We ask that she allows Protect America to assist with further concerns.

Protect America has received the rejected response submitted by Ms. [redacted]. As per Protect America cancellation guidelines that is indicated on the contract that she signed, we require a 30 day written notice. We reviewed the account and it was determined that, she was advised about our terms and conditions of the cancellation guidelines on October 7, 2016 and during the initial sales call in August 2013. All we require , is her written 30 day cancellation notice so that we can process the cancellation of the account accordingly. We ask that she allows Protect America to assist with any further concerns.

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.

Upon reviewing Mr. [redacted]'s account, it is true that we have replaced multiple items that we provided him with to protect his home. Per our limited-lifetime warranty, Mr. [redacted] was not charged for any replacement items. The 3 year agreement Mr. [redacted] signed had 2 smoke detectors included. We...

have confirmation at time of install (7/8/12) that the smoke detectors were working and sending signals to our monitoring station. Also on 5/9/13, when [redacted] called concerned about no response/dispatch to a smoke alarm going off, we tested and found both detectors working properly. We advised that the system was disarmed within 60 seconds. Per recommendations from Police Departments nationwide to reduce false alarms, our monitoring station does not usually call customers or dispatch until an alarm signal has been active for 60 seconds. On 4/15/14, we received a formal complaint from [redacted] regarding our services and tried to remedy his concerns by emailing him an addendum to complete and return to lower his monthly rate. After a follow-up email and physically mailing the addendum to him, we never received back the addendum. At this time, the account is with a 3rd-party collections agency that Mr. [redacted] must work with to resolve any further concerns.

Protect America, Inc. has reached out to Mr. [redacted] and will be honoring the refund in the amount of $48.99.

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:
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.

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.

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]

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America cancellation guidelines, we require a 30 day written notice. Upon review of the account, it was determined that we received his 30 day cancel request as of 07/21/2016 and processed cancellation of the...

account accordingly. We ask that he allows Protect America to assist with any further concerns.

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.

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:  The equipment that is in my home for which Protect America has billed and continues to bill for alarm monitoring service is non-functional.  It has been non-functional since July, 2016.  Protect America was notified when the equipment became non-functional.  The solution offered by Protect America was for new equipment with a 3 year commitment for monitoring service for which I rejected.  Therefore, Protect America is unable to monitor the alarm in my home as there is not a functioning alarm system in my home for them to monitor.  In essence, they are billing while providing no service.  Calls were made dating back to July 2016 regarding the broken equipment.  As to the consumer agreement between Protect America and myself, there has been no written documentation provided by Protect America with my signature that memorializes their position stated.  How can I be billed for a service for which a merchant cannot provide?  I have the broken equipment which I can send to Revdex.com or submit as evidence should this matter escalate to small claims court.  The harassment by this merchant  has been overwhelming.  If protect America is seeking payment, my only offer is for them to send new, functional equipment for which I will use during a trial period with NO commitment for service.  I offer to maintain the service at $36.99 per month for the full period of the disputed months being discussed currently which is approximately four (4) months.  At that time, I would return the equipment to Protect America with no further commitment for service.  The equipment would have to be returned at the expense of Protect America.  The response by protect America does not mention anything about monitoring fees when their company is unable to do so due to non-functioning equipment.
Regards,
[redacted]

I am in communication with [redacted] and am working to resolve this issue. It appears that [redacted] is referring to a purchase of a glass break tester that was not returned with 30 days due to not receiving a return label from Protect America. I have advised [redacted] that we normally do not provide return labels...

for customers to return equipment. But [redacted] was told on two occasions we would send one to him and didn't receive one. It has been a pleasure assisting [redacted] and I will follow up with him later this week to further discuss resolving this issue.

Complaint: [redacted]
I am rejecting this response because:The customer service provided to me was far less than mediocre. When I originally contacted someone from the customer service department, I was told that everything was fine and that service would be restored within hours. Eight days later, when I could finally get a hold of someone from customer service again, I found out that my alarm system had not been communicating with anyone for over a week. My home had been left unsecured -  no one, including me, was being notified if someone entered/exited my home or even if my alarm had gone off. This is a company that I pay actual U.S. Dollars to secure my home. I pay extra to have all interactive services, which includes an app that looks like it was designed in 1994 and functions just about the same. I have now been without any home security for 11 days, and the best that customer service offered me was to "expedite" a package that contained a new motherboard for my panel. I spent over two hours talking to customer service and troubleshooting the system, and I had to demand that my account even be credited until it's up and running again. Additionally, the "expedited" package isn't even due to arrive to my house until August 25th, a full SIX days later. That's at least 17 days with no home security. I asked the customer service representative of they could, at the very least, give me another motion detector for my system because of this HUGE inconvenience. She told me no. If this was an extreme one-off situation, or if Protect America's customer service presented any sort of sense of urgency when it came to protecting my family and my home, I don't think I would be so upset. But I feel like I have to troubleshoot my alarm system at least once a month. At least a few times a month, my system reads "offline" making it impossible for me to arm or disarm my home from my phone. It's not a one-off situation. It's a constant battle. 
Regards,
[redacted]

Protect America, Inc. has received the feedback
submitted Mrs. [redacted]. It is outlined in the signed agreement that the customer
may cancel the agreement by returning the equipment within 14 days of the
original shipping date. Since it is outside of that time frame, the agreement
cannot be...

cancelled. There are other means of resolution that can be accommodated;
such as changing the form of monitoring, or transferring the system over to
someone else. Attached is a copy of the agreement.

Protect America, Inc. has received the complaint submitted by Ms. [redacted]. Upon review, it is outlined in the signed agreement that Protect America, Inc. must receive written 30 day notice in order to cancel services. Since the notice was received in December, there was a charge for January as well...

per the 30 day notice. The call from November was reviewed and we found that Ms. [redacted] was advised and agreed to call in the following day due to the cancellation department being closed. The account has been cancelled and there won't be anymore charges applied. Attached is a copy of the signed agreement.

Protect America, Inc. has tried to provide Ms. [redacted] solutions due to her particular situation. which has been declined. Ms. [redacted] agreed to a 36 month agreement that was signed February 12, 2014. This contract is due to expire February 12, 2017.

Protect America has received the complaint submitted by Ms. [redacted]. As per Protect America's contract terms and conditions, the agreement is for 36 months. A review of the account and calls was conducted, and it was determined that, Ms. [redacted] was advised of the terms and conditions of the...

agreement on the initial sales call dated February 11, 2014. She contacted us on May 4, 2016 with regards to the matter and we offered her different feasible options. We ask that she contacts [redacted] at phone number: [redacted] for any further inquiries.

Protect America has received the rejected offer submitted by Ms. [redacted]. We have been in contact with her and we are addressing her concerns.