Protect America, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I received a telephone message from Protect America again acknowledging payment in full for the 36-month agreement and agreeing to both waive any and all alleged charges accrued after the contract termination of June 2015 and formally close the account as originally requested. As a result, the resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:From: [redacted] [mailto:[redacted]] Sent: Tuesday, June 14, 2016 4:13 PM To: info <[email protected]> Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted] Complaint [redacted] I was out of town last week.  I was charged $254.96. The information provided by protect America said my charge should be $104.99.  Once again no service was provided. So even $104.99 seems high when they never installed   Thanks[redacted] Sent from my iPhone
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: You not being able to find a history of me sending an email to Protect America is not my problem. I the customer sent the email in March 2015 and forwarded the sent email to Protect America with a second request to cancel in October as you have stated in your response.  Your email is also non factual as I have received a call by one of your representatives informing me that because of the nasty response and treatment I received from your customer escalation department AKA "cancel department" that my service was canceled promptly after speaking with her this month and I would NOT be receiving another bill from Protect America.  My requested resolution at this point since Protect America still insists that I am in the wrong when clearly I wasn't and have email proof supporting my claim is for a formal apology and a written notice on the Revdex.com site under all of this traffic that "Protect America was in the wrong and that although we could not find the email in our server due to possible technical errors we should have never belittled a customer and denied cancelation when the customer sent proof that the email was sent as they stated." I was under the impression that this was resolved but until Protect America accepts their due blame for this unprofessional incident I will continue to reject the response. Additionally when I would like to receive confirmation that my account indeed has been terminated as was stated on the phone by your representative and that I will NOT receive any future bills.  I look forward to your response addressing my concerns.  As I stated before this was taken care of by your representative who promised an investigation into the escalation department employee for her unprofessional behavior as well as my account being cancelled.  Because you continue to blame the customer and stick to your false narrative I am obligated to expose the truth about your company and will not be silenced until you admit fault and accept responsibility for your actions as a company. 
Regards,
[redacted]

We've offered multiple resolutions in resolving Ms. [redacted] inquiry in regards to her leaving the equipment at her previous residence with her declining all possible resolutions. Per Ms. [redacted] agreement we ask that our customer's test their system monthly to assure their system is functioning properly. Protect America will replace all equipment that is not functioning properly. We regret that at this time we are unable to reach an amicable resolution with Ms. [redacted].

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].

Protect America has received the complaint submitted by Mr. [redacted] We appreciate the opportunity to resolve his concerns. We reviewed the account and calls. As per Protect America's Agreement terms and conditions, the term is 36 months long  and this information was provided to him when...

he initially set up the account in August 09, 2015. A digital copy of the Agreement was sent to the email address on file within 7 days of the account set up. Regarding his billing issues, based on our records, we did not double charge Mr. [redacted] account. We only processed one payment per month as was agreed upon on his contract. Enclosed is a copy of his payment history for his review. Mr. [redacted] payments are due on the first of every month. We send the invoice request to the bank on the 1st of every month. Processing the payment is dependent on when the bank chooses to apply the request and the availability of funds. He would need to contact them regarding the process. This information was relayed to Mr. John [redacted] when he contacted us regarding the issue. Mr. [redacted] was also advised to provide additional statements from the bank that show any contrary information to what was provided to him. At this time, we have not received the additional information. We ask that he allows Protect America to assist with any further concerns.

At this time we have confirmed that the copy of Mr. [redacted] agreement was sent on 12/9/16 to the email address we have on file as requested.  Additionally we do appreciate Mr[redacted] patience with the hold times that he has encountered.  The current pay off amount for Mr. [redacted] is $524.25 for the reminder of his contract.  We will go ahead and apply a 20% discount of $131.06 to the pay off for a total amount due of $393.19 for Mr. [redacted] to cancel his contract.  If Mr. [redacted] accepts this resolution, we will reach out to him to collect payment information and a written request to cancel.

Complaint: [redacted]
I am rejecting this response because: I canceled on January 6th.  I expected my services to be canceled as of that date, which they were.  I have a viable reason for cancellation.  My husband is deceased and we no longer needed your services.  I assumed that a phone call would be enough to resolve this issue and stop the service as well as the bill for services I have not received since that date of verbally canceling.  As a company who regards its reputation I would assume that you would honor my request immediately.  It is a shame and disheartening that your company is still trying to request money 3 months after the cancellation of services.  I have not utilized your services since January and do not expect to have to pay for services I have not received.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  My wife, Mrs. [redacted], made phone contact in late May of 2015 to cancel service, as we were doing with all of our business and financial obligations.  My wife and I had just retired from our teaching positions to take effect 6/6/15 and had sold our house.  We were out of the house 6/6/15, and had physically moved into our new residence in Trout Creek, Mt by 6/16/15.  In late May, mail forwarding had been established with the Postal Service.  The date mentioned by Protect America of 6/17/15 is inaccurate ... or misleading.  We made arrangements with everyone including cable, utilities, financial institutions, etc., even the gym.  During that initial phone contact in late May initiated by her, my wife requested a regular billing statement with the charges.  Instead, we received nothing.  We were in the middle of our transition to our Montana residence, but mail forwarding was operative.  We received nor heard anything from Protect America from June to August 2015.Then in August we experienced the phone calls from Protect America indicating the bill had ballooned to from $30 to $119.  At the first of these August calls, my wife requested, as in late May, a bill with charges and an explanation for these charges.  Once again, no bill.  Some of these calls were threatening to take us to collections while some were sales pitches to continue service.  Each time we requested a bill and an explanation for the charges.  Nothing has been received by us in the mail.It is odd that we would be diligent and faithful in our payments in regards to all our business and financial arrangements ... and all of a sudden a problem with them.  Our credit rating is stellar.A resolution to this dilemma is feasible.  We will pay the regular service fee for the June/July period.  Also, any negative impact on our credit rating should be corrected.  Yet, Protect America does not seem to be open to resolution.  They make reference to their lawyers, or may be a bill collecting agency.  Does it really make sense to turn lawyers (or whoever) on a couple of retired teachers for a $119 claim of past due?In August, my wife sent an email detailing some of the above and a cancellation of service.  But bear in mind, we received no regular billing statement from June to the present.  It is only in August that we were notified by Protect America of the matter, and a $119 past due.  If we are to pay for service from June to August, where is the paperwork indicating such service was rendered?  From late May to August, since we heard nothing, as far as we were concerned there was no problem.Paying for July to August would be paying for service at a home we no longer own, in a town we no longer live in, while living in a rural area with more grizzly bears than law enforcement officers.  Let's resolve this matter and move on.[redacted]
Regards,
[redacted]

Protect America has received the rejection submitted by Mr. [redacted]. Upon further review, the agreement indicates that Protect America requires a 30 day written notice prior to any term in order to cancel services. Since we've received the written notice, the services are set to be disconnected on April 30, 2016.

Complaint: [redacted]
I am rejecting this response because:I’m not sure if you actually lost my cancelation letter or if this is your standard business practice.  Either way it’s quite disturbing. I provided a copy of the cancelation per your request, but now they expect me to have a postmarked copy.  Who out there hangs at the post office so they can get copies of their postmarks?  The contract does not requireproof of delivery for the cancelation letter. You expect me to pay for service until this month, even though I canceled service back in January.  So instead of reimbursing me for the post cancelation months when you took money from my credit card, you want me to pay more to “resolve” this issue?  This sounds more like extortion than a resolution.     
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) Protect America ignored my clear request to terminate monitoring in February in their response.  2) I accepted their response to replace the NON-WORKING equipment because I was hopeful at that time that it would be possible to become a customer of theirs once again in the future, without further payments.  I discussed termination of service with them in July as well, and there was no mention at that time of any requirement for further payments, even though they had not been providing monitoring service since February.3) Given their attitude that I needed to continue paying for services that I was not getting, I will not use their services again.  I think their charge of $39.95 for September, after three requests to terminate service, are unethical and inappropriate.  They were unwilling to make any effort to resolve this dispute during my phone calls with them in any reasonable manner.My request for a refund of the September charges remains my request for a reasonable resolution to this dispute.
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. We reviewed the account and calls. As per the terms and conditions of the Agreement he signed, it stipulates that a customer may cancel the contract by returning all of the equipment outlined in the contract within 14 days of...

the initial shipment date from Protect America to customer. A $79 restocking fee is assessed on all returns unless equipment is physically returned within the first 3 days following the signing of the agreement. Mr. [redacted] did not return the equipment within the 3 days so the $79 restocking fee assessed is valid. We ask that he allows Protect America to assist with any further inquiries.

Protect America has received the complaint submitted by Mr. [redacted]. Although we are not included as part of the Servicemembers Civil Relief Act, we are acting to work towards a resolution for Mr. [redacted] within proper protocol. While we do sympathize with Mr. [redacted], we request that Mr. [redacted]...

re-send his military orders with an official stamp to provide proper verification. Otherwise, he does have the option to transfer his account or pre-pay. We ask that Mr. [redacted] allow Protect America to assist her 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: Protect America is still not being honest & transparent by supplying transcripts of all programming instructions given from 2011-2014 over telephone to me at my previous home and at my current home.
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. Upon further review, Protect America has made the decision to clear the accumulated balance of $127.86 for Ms. [redacted]’s account.

Protect America has received the complaint submitted by Ms[redacted] We reviewed the account and calls. We applied the credit on her account for the time period that she had lack of services. If she would like to discuss termination of the contract, she would need to contact us at [redacted]...

[redacted]

Complaint: [redacted]
I am rejecting this response because: 1) the contract attached first is incorrect. See the correct contract. 2) the I did want to send the cancellation but Protect america stated that the cancellation notice can not be recieved prior to the end of the contract. but the contract only states that I need to provide a 30 day notice to cancel the contract.3) the offer given was that I extend my contract by 36 additional months...which is a promotion that protect america is providing to people currently...not put my current contract on hold for 6 months. I am not trying to buy another contract from protect america I am trying to complete the contract I have and have the opportunity to use the service during that time. If I choose to extend after the end of my current contract then I would but my request for the holding my account for a few months should not come with the automatic requirement that I have to stay with protect america for additional two year. Do a good job giving me reliable service that I use then I will continue to be a customer but I refuse to be a hostage.
Regards,
[redacted]