Protect America, Inc.

Protect America has received the complaint submitted by Ms. [redacted].  As per Protect America contract terms and conditions, the contract is for 36 months and we require a 30 day written notice to process cancellation of the account. We reviewed the account and determined that Ms. [redacted]...

[redacted] was still in contract and never submitted her 30 day written cancellation notice. She stopped making payments on the account. We tried to reach out to her several times during the course of the year but we were unsuccessful.  Eventually, the account was turned over to a 3rd party collections agency. We ask that she contacts MGI at phone number: [redacted] for any further inquiries.

Protect America has received the rejected response submitted by Mr. [redacted]. We appreciate the opportunity to address his concerns. We were able to reach out to him and provide an amicable resolution. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: at no point during my phone conversations with the representative who asked me not to cancel did he say that my account couldn't be put on hold unless I signed a new contract.  He did discuss a new contract with me, and I told him I was hesitant to sign one until after my remodel when I could ensure the new equipment he discussed with me would be compatible with my new windows.  Had he explained to me that my account could not be placed on hold without a new contract, I would have again requested to cancel my service.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because: I was contacted by a Mr. [redacted] from Protect America on 3/24/2016 who I'm assuming is the Customer Protection Representative the company is referring to. We spoke on the phone however, he only had one page of documentation or the Revdex.com complaint to work with. He was unaware that I had submitted a four page Protect America Complaint submitted to the Revdex.com as well as eighteen pages of documentation submitted to the Revdex.com. I emailed him both on 3/24/2016 at 11:03am. He said he would review my complaint and documentation and would get back to me as soon as possible. I am rejecting this response until I speak with Mr. [redacted] again about a resolution after he reads and sees all my points/facts. So the sooner he calls me back, I'm hoping we will be close to a resolution.
Regards,
[redacted]

Protect America has received the rejected offer submitted by Ms. [redacted]. Upon review of the account, it was determined that we tailored her alarm system, based on what she advised her needs were then. At the time of the initial system installation, she provided the reasons why she purchased the system. We reviewed with her every piece of equipment that she had purchased and educated her on each specific function of the equipment. She indicated that she understood the functions of the system. We offered her the opportunity to purchase additional equipment. She declined. We do encourage her to contact our Resolution Department to find out what additional discount offers we have available with regards to her account.

Complaint: [redacted]
I am rejecting this response because:I don't see a response.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I called to cancel on February 16, 2017 three years to the day to terminate the contract.  I called and tried through the internet to cancel and could not and called again several times and could not.  The termination date was February 16, 2017 and I am owed $176.00 that Protect America took from my credit card.  By not having a way to cancel one wants to and then keep on charging for a service that you don't want anything to do with is nothing more than bribery or fraud.  I would like to have $176.00 back.
Regards,
[redacted]

Protect America has received the rejected offer submitted by Mr. [redacted]. As per Protect America cancellation guidelines, we require a 30 day written notice. This information was provided during the initial sales call. It is also indicated on the contract under the terms and conditions section and it was provided again when he called to cancel the account. The balance on the account stands as is. We ask that he allows Protect America to assist with any further concerns.

Protect America has received the rejected offer submitted by Mr. [redacted]. Upon review of the account, calls and the contract, there is no reference to a camera as part of the list of equipment he received, nor is he being charged for any video monitoring services. In August 2016, we shipped and delivered a courtesy camera to him and he has acknowledged that he received the camera. We are encouraging him to contact us at [redacted] to assist with the installation process.

Protect America have received the complaint filed by Ms. [redacted]. We were able to speak with Ms. [redacted] and explain the return process to her. Additionally, we’ve explained that the $79.00 restocking fee was explained to her during the initial sales call. Ms. [redacted] acknowledged that she...

understood.

Protect America has received the rejected response submitted by Ms. [redacted] As per Protect America contract terms and conditions, we require a 30 day written notice to process cancellation of the account. We provided this information again to Ms. [redacted] when she contacted us in October 2016. We received her 30 day written cancellation notice and processed the cancellation of the account accordingly. We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: Protect America is one of the worst companies that I have ever dealt with. I have never been treated so rudely or had the problems and issues that I have had within the short time frame that I have been with their company.  The only reason they contacted me was because I filed this complaint.  I have called them and scheduled specific times and dates for them to call me and nothing. I was left waiting by the telephone. The equipment is faulty and very cheap. While my system is finally powering on it is still showing system trouble something that Protect America has no clue about.  It is indicating that I have a low battery in my alarm system.  Why would my system indicate low battery if it’s plugged into a wall? Simply because my system is not plugged into the wall. Something that they can’t seem to understand.  I do not have a plug on my system- the system they provided and had installed for me. My camera still doesn’t work. As I have told the Protect America representative, my camera is plugged into the same place it was plugged in before. I have unplugged and re-plugged into the same location and still nothing. As I have stated this equipment is very cheap.  When speaking with the representative, he indicated that they recommend 3M adhesive strips if the Velcro is falling off… My question is why wasn’t that provided from the beginning?  Are they requesting that I purchase those to hold this faulty cheap equipment in place?   They simply want to send me additional equipment that is probably just as cheap and faulty.  Another thing that was stated was “due to us being 20 months into a 36 month term we are unable to cancel the service.” The service itself is questionable, the customer service is terrible, and equipment is faulty.  Why not cancel? This company has not provided me with the service I expected at all and it seems to be going downhill on a daily basis. At what point are they willing to cancel the service earlier than a 3 year term? I, honestly, have little to no faith in this company and I have no peace of mind as long as they are monitoring (or not monitoring) my home.  I would like for this nightmare to be over by having the remainder of my contract cancelled or either have my contract reduced.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I should file a charge back for many months of false service and I should file a lawsuit because your company for equipment that has never worked properly and your monitoring service has not once called when an alarm was triggered.  It I snot acceptable that I continue to pay you through December for a service I have never been able to verify you are even providing.  Please do not respond with the same December 31st cancelation as I will not accept it.  Cancel my service immediately.  Any future charges to my credit card will result in chargebacks.I have to go out an buy a real alarm system from a trustworthy monitoring company now.  I'm not paying for your false monitoring any longer.  If you want to play this game, don't respond, just charge me and I will file the chargebacks.  There is zero point in responding the same way to this.
Regards,
[redacted]

Protect America has received the complaint submitted by Mrs. [redacted]. Upon review, consumers have the right to sign up for whatever services they may choose. While we do sympathize with Ms. [redacted], on the initial sales call Mr. [redacted] stated that they were no longer in contract with CPI. We ask...

that Mrs. [redacted] allow Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: No one from the company have ever contacted me about troubleshooting or trying to resolve the problem. The only thing they are interested in is payment and not trying to satisfy the customer. I am not using their equipment because it is not setup correctly to monitor my home because the camera does not work.  Although,I have called the technicians several time to fix the problem they have been unable to do so. A customer service representative or supervisor have not called or mail me any correspondence to try to resolve the problem.  The only thing that was said to me when I called them was that my contract ends on 3/24/2017 and I could not cancel before then (even though they knew the equipment did not work). What am I suppose to do with equipment that does not work properly but I am being charged for it?  They is very poor customer service and I will never use this company again, nor will I recommend it to anyone. I have boxed up their equipment and have my neighbors watching my home when I am away because I afford to purchase another alarm system while I am still being charged by this company. I will gladly send their equipment back to them because it definitely does not work and the company is aware of it, that is why they have not tried to contact me to resolve the problem. I don't feel like the company wants to resolve the problem they are only interested in the money and not pleasing the their customers. This is how this company makes money by selling equipment that does not work in sticking you with a 3 year contract.
Regards,
[redacted]

We bought an ASC warranty, when we bought our used GMC Acadia, we recently took the Acadia in for a check engine light, and it was found that the timing chains were stretched, and needed replaced. ASC covered our repairs as per their contract, without a single issue, or delay. Thank you so much!

Protect America has received the complaint submitted by Mr[redacted]. We appreciate the opportunity to address his concerns. We have reviewed the account and all the recorded calls. Mr. [redacted] set up the system in January 03, 2017. He explained to the sales representative that he will be possibly be moving into his new home sometime in June or July, but his insurance company required him to obtain an alarm system for the new home. The sales representative explained in detail the type of systems available and recommended the Cellular system. Mr. [redacted] selected the Cellular system option. Protect America's equipment is wireless and the cellular system does not use a modem as opposed to an internet based system which needs to be attached to a modem or a router. She also set the expectations regarding the monthly payment options available to him and provided a credit for the month of February as a courtesy to him due to his circumstances. Enclosed is a copy of his Monitoring Agreement for his review. The Agreement details the type of system he selected and shows a breakdown of the initial payment processed. The Agreement also outlines that Mr. [redacted] had 14 days from the initial shipment date to return the equipment and cancel the account. We offered Mr. [redacted] several options to assist him regarding the issue to which he has declined. The balance accrued on the account is valid. We ask that he allows Protect America to assist with any further concerns.

We have received the rejected response from Ms. [redacted]. At this time we are pleased that we have come to an amicable resolution with her. Ms. [redacted] has received credit to her account, a new module and a motion detector. At this time Ms. [redacted] has been fully compensated for her inconvenience.

Protect America has received the complaint submitted by Mr. [redacted]. We appreciate the opportunity to address his concerns. We assigned his account to a manager who has reached out to him to assist him further in resolving his issues. We ask that he allows Protect America to assist with any...

further concerns.

Protect America has received the rejected response submitted by Mr. [redacted]. In order to receive assistance in cancelling the account, Mr. [redacted] needs to contact Customer Service at 1(800) [redacted].