Protect America, Inc.

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 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, 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.

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: 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]

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

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 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.

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 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.

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 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:  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]

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

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]. We reviewed the account and it was determined that the false alarms she experienced was due to user error. She is still in contract and we have provided numerous options and educated her with regards to her account and false...

alarm issues.  We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:The terms of the settlement are stated confusingly. I primarily disagree with the statement that the February balance will "still remain". It sounds like they will be calling me again in 2 days and trying to 'make an arrangement' to collect that amount, or possibly turn the account over to collections to fulfill the idea that they will not have any further business with me while still saying that they are not at fault.The Fax to cancel service was sent in August. The last month that should have been drafted was September. No amount should have been drafted on October 2 (Way la[redacted] than 30 days af[redacted] the 8/7 fax date).I agreed that the amount drafted in October could be applied to cover automatic draft for February that PA 'Forgot' to do.The amount drafted in November was way out of line. That amount should still be refunded. Thanks[redacted] 
Regards,
[redacted]