Protect America, Inc.

We are pleased that Protect America’s Cancellation department has allowed Ms*** early termination of her contractWe’ve found that Ms***’s husband completed the online agreement on 2/3/and at that time the cancellation procedure was provided to him verbally and writtenAdditionally, the terms and conditions, section B of Ms***’s agreement provides the proper cancellation procedureOur records show that Ms*** has a past due balance of $We regret that at this time there is no refund due

PAI have received the complaint filed by Ms*** ***.After extensive research and review between Protect America and the Los AngelesCounty Permit department, we have come to an amicable resolution. PAI asked that Ms*** return all equipmentprovided to her by Protect AmericaMs
*** is not due a refund at thistimeUpon receipt of the PAI alarm system the billing will cease and the relationshipbetween Ms*** and Protect America, Incwill end

Protect America, Increceived the complaint filed by Ms.*** ***In reviewing Ms***’s account, we’ve found that Ms***called to cancel service on 10/10/Our cancellation agent explained that perher agreement we require a day notice of cancellation in writing
ProtectAmerica received Ms***’s letter of cancellation on 12/23/and has beenset to cancel on 12/29/as a courtesy to Ms***Additionally, we areunable to refund for the month of December due to the date the cancellation wasreceivedThe relationship between Protect America and Ms*** hasterminated and the monthly draft from Ms***’s account has ceasedSincerely,*** ***Operations Support

Complaint: ***
I am rejecting this response because:They are not telling the truthIt was one thing to plug a phone cord into a jack but another to have to do wiringI am not an electricianI never would have agreed to do the job of a licensed electricianThey sent some devices in a zip lockbag with no instructionNot even to callI have done everything to get them to install the system in the new house but they refused---unless I agree to a longer contract with a company that obviously does not care about the safety of a single mom and her son!!! All I want is out of this contract retro-active from at least June, so I can get a company that will actually do their jobs and I stall a system so I can protect the lives and property of myself and my sonI don't think this is too much to ask since I have been paying these uncaring, bad-attitude, rip-off artist for NOTHING for at least years!! I even got robbed and lost around $worth of property while their useless system was ON! They are very cold-hearted to try to squeeze MORE money out of me, leave me unprotected FOR MORE MONTHS, and act so unprofessionalWhy at this point when they have NOT TRIED AT ALL TO HELP ME would I want to stay with them for another year or so????? If they would have done the right thing the first times I called, I wouldn't want to leave but they don't care whatsoever!!!! They are there simply for money and taking advantage of a single female and not to 'protect" anyoneAnd then they'd want me to install the cheap cameras myself! At the other house, the door alarms were up with VELCRO!! When the door had to be replaced ($400) after I was robbed with their system ON, the velcro no longer stuckCheap! And all I had was a tacky box with cords attached that plugged into the phone jack that sat on a bench for everyone to see and for the cats to set offIf they care AT ALL, which they OBVIOUSLY don't, they would end this contract so I can get a system installed by a company that will actually install it BEFORE SOMETHING HAPPENS! There have been several incidences in the neighborhood lately!!! I will hold Protect America 100% responsible for anything that happens now or until this contract runs out if they don't end it now so I can get PROTECTION!!! I've paid for NOTHING and lost $in a robbery in the last yearsIt's the LEAST they can do! I will agree to not post any more bad reviews about this heartless greedy company if they cancel this contract and let me get protection before it's too late!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The company has only provided an update, and is still looking into the matter Their response does not offer a resolution at this point in time
Regards,
*** ***

In further review of Ms***’s account, Ms*** hasbeen offered upgraded equipment without penalty or chargesAfter Ms***’s initialyear agreement term, her agreements will go month to month which will allowher to cancel the agreement days prior to the end of the initial termProtectAmerica’s customers are liable for monthly service fees and for the state oftheir security equipment including their connection Additionally, our records indicate that wehave done everything in our power to adequately accommodated Ms***Atthis time we are unable to come to an amicable resolution with Ms***.Sincerely,*** ***Operations Support

We have received the complaint filed by Mr*** ***.In reviewing the recorded calls and account history between Protect America andMr*** we’ve found that our customer service agent explained that he has VOIPphone service which is not a traditional landline phone serviceWith that,
thestandard $package will not work in his home On 10/201/2014-Mr*** was offered a lower monthlymonitoring rate to which he agreedAdditionally, we have come to a resolutionwith Mr***He will receive our most recent cellular module and a newkeychain remote control that will allow him access to arm and disarm his systemremotelyAt this time we feel that Protect America and Mr*** have reacheda resolutionSincerely,*** ***Operations Support

Protect America, Inchas received the complaint filed byMs***. In reviewing the recordedcalls between Ms*** and Protect America, we’ve found that on July 5,Protect America’s sales agent read the terms and conditions to herMs.*** acknowledged that she understood the
month agreement term. Ms*** has never called into our officeto cancel her account. Our cancellationteam has tried contacting Ms*** to discuss her options for early terminationdue to cancellation letter received but Ms*** has not returned ourcallsPer her agreement we require that our customers keep valid payment informationon file for electronic funds transfer. Ourrecords show the last automatic draft received was Nov1, ProtectAmerica began receiving payments to our POBox from Ms*** on Feb7,Protect America has tried contacting Ms*** to go over hercancellation options due to her cancel letter received also to the P.OBoxMs.*** account has a past due balance of $with months left in theagreement term of $The total to terminate agreement early is $399.90.At this time we ask that Ms*** contact Protect America due to the pastdue balance to avoid her account being submitted to a third party collectionsagency and to discuss cancellation options. Sincerely,*** ***
*** ***

In reviewing theinitial sales call on 11/18/between Protect America and Mr***, we’vefound that the sales agent named each item included in the package severaltimesAlso, on the first page of the online agreement Mr*** was asked to reviewhis package items before signingMr
*** called in on 11/26/stating hewas missing a garage door sensorThis sensor was not included in the packageAtthe time of install Mr***’s smoke detectors were not connecting to hispanel so we sent another panel as per Protect America’s equipment warrantyAdditionally,the terms and conditions were read to Mr*** and at that time he was told thatthe day return policy will start on the day the equipment is shipped.Section of the agreement also states the package must be postmarked of theoriginal shipment date At this time wehave made several attempts to come to an amicable resolution with Mr*** Mr***'s agreement term will end 11/17/

In reviewing the complaint filed by Mr*** we’vefound that he signed his agreement with Protect America, Incon 8/13/Mr.*** has been a valued customer that followed the requirements of theagreement by completing his monthly test, called us when the alarm wasaccidently set off and
informed us when equipment needed to be replaced underhis customer warrantyMr*** purchased cameras on 5/27/and at thattime he was told that his rate for cameras would increase by $Our recordsshow that Mr*** never signed and returned the rate change addendumtherefore his rate remained at the $for monthly monitoring rate. Protect America, Incdoes not change acustomer rate without their written consent. Additionally, we’ve found during the install of the cameras, Mr.*** did not have high speed internet to support the camerasfunctionalityMr*** alarm has been fully operational since hisinstallOn 7/12/our technician contacted Mr*** to help with theinstallation of his camera his cameras and Mr*** said he was gettingready to go on vacation and didn’t want to install at that time. Protect America has a day return policy onall returns or buyer’s remorse of additional equipment. At this time, we are unable to cancel Mr.*** account due to the monitoring service provided has been fullyoperational

Complaint: ***
I am rejecting this response because:We have offered to troubleshoot and replace defective equipmentWe have offered to reduce the customer's monthly monitoring rateWe have offered reduced early cancellation costsNone of these have satisfied the customer. Protect America is unable to amicably resolve this issue.The statements above from the company are simply ludicrous and reflect the minimum attention that has truly been given to the accountYes they have offered to troubleshoot and replace the defective equipment however as I stated to them previously the cameras required troubleshooting every week as I was forced to call in and be on the phone for a minimum of an hour each timeThe equipment has already been replaced, in addition since we moved in August of we have an alarm system which is hardwired into the home and is 10x's better than the system that is offered by the merchantIf the system was not hardwired into the home we still would not be able to use the system because of the encased Pella Windows that are within the home. Upon recently speaking with the representative for Protect America who handles Revdex.com complaints a reduced rate was offeredHowever, when we moved in August of and disconnected the system from our previous home we attempted to change our plan from the $monthly charge we were being accessed to the next lower plan of $however we were forbidden from doing soHad the rate been reduced at that time the amount we have paid over the past months would have already paid the full amount of the contractThe representative also offered a reduced cancellation cost of $which is simply unacceptable and disrespectful given the numerous time we have called in regarding the matter and countless hours we have spent on the phone as we have been attempting to resolve this matter on periodic occasions for the past months since we movedFurthermore, the representative was supposed to call me on a given day regarding the matter and I had never heard from himInstead I was forced to call him and track him downWhen we spoke he said he was so busy that he didn't have time to contact me, however a co-worker was able to track him down and we were on the phone for in excess of hoursThe last action item he was to perform was to research previous phone calls since they are taped regarding why a previous representative would not allow us to change our rate plan to the $plan months ago however he never addressed that issue in this response. He stated that he would do his research and that he only had days to respond to the actionHe was advised by my husband to not call us back and to simply handle the matter through Revdex.com because we don't have the time to be on the phone for countless hours during each conversation that is had with the merchantIt is amazing that given all the research he was to perform it warranted a three sentence responseThis is a clear representation of the lackluster organization and attention that is truly being given to the matter.
Regards,
*** ***

We have called Mr*** and left callback information to further discuss thisWhat he was advised regarding 3-day right of rescission is correctService begins when the agreement is signedOur cancellation policy allows customers to cancel within days

PAI have received the complaint filed by Mr*** ***Inreviewing Mr***’s account we’ve found upon installation the standardsensor did not work on his metal doorThe install agent sent the replacement sensorson 1/27/Our records do not indicate Mr*** contacted Protect America
toinstall the new sensorsMr*** contacted PAI 1/9/(year later)requesting a technicianDue to PAI being a self-install company alltechnicians are contracted out to a customer’s home therefore the customer isresponsible for technician fees Additionally,our customers are liable for monthly service fees whether the equipment is online or not on line with the monitoring facilityWe’ve offered to send upgradedequipment at no additional charge Atthis time Mr*** has declined all offersWe ask that Mr*** allow ProtectAmerica to assist him in getting his system installed and monitored for him.Mr*** account will be eligible for cancellation 1/4/

I have had nothing but problems trying to get my problem resolved with this warranty companyI bought my car bought month/mile warranty on itGot the little brochure and another paper stating what they cover from the car company I purchased my car off ofMy turbo blew up after 17k miles didn't have a problem for that to get covered3-4K miles after my turbo got fixed my motor blew in my carThe garage I took my car to called in said there was a cap limit on my warrantyI looked at every little bit of my paper work from where I bought my car off ofNothing says anything about a limitChecked their website nothing about a capSo my car sat for months until income tax time for me to fix itWell once I got my income tax I was in the mode to try to save as much money as I couldHaving a licensed mechanic fix it on the side and buying a shortblock I needed for my car off a private sellerHad a bill of sale notarized that way I can atleast get reimbursed for the shortblock I purchased emailed in a few receipts I already racked up to fix my car mostly out of my pocket because they told me I have a cap on itWell the guy calls me back and says it's not a good enough receiptAt that point I got frustratedI have over 3g sunk into my car already out of my own pocketHe said get a printed out receiptBut yet the guy I bought the short block off of lost itSo now I don't even know what I'm going to do at this pointBut I know I wouldn't refer any business or anything to here because I've had other people even tell me they had the same problem with the warranty company

What *** advised is accurateWe were advised of her interest in cancelling on 1/14/Our month agreement states no exceptions to fulfilling months of paymentsInitial term length and cancel policy are verbally explained to customers before they complete our agreementThey are also
explained on the first page of our agreementBeyond what the agreement says, we do make certain exceptions such as when someone is being deployed overseas for military serviceOur Team Members investigated if *** qualified and found that she is not being deployed overseasTo help *** in this case, we'd like to see if she can find someone interested in home security that is willing to use the equipment and fulfill the remainder of the agreementWe understand she currently doesn't know anyone who wouldBut this is the only option we can think of to honoy our agreement and cease *** liability

Protect America has received the complaint filed by Mr***.Per his agreement it states that after the initial year term, all agreementsare month to month which allows our customers to cancel their agreement daysprior to the end of the initial term or any month thereafterWe regret that
Mr.*** account is not eligible for the refund he’s requesting due to thedate his cancellation letter was receivedProtect America hereby confirms thatwe received Mr*** cancellation letter Feb25, and havediscontinued billingThe account will completely terminate the MonitoringAgreement on March 31,

We have contacted Mrs*** about this issue and believe we have come to an amicable resolution

Complaint: ***
I am rejecting this response because: It is not trueI called over dozen times to complain about the system not workingThe woman I talked to said she only had phone callsShe also said I turned down remedysWhy would I do that when I paid them over $and the system did not work on my houseNot trueRip off
Regards,
*** ***

This company sells Route Extended Warranty's for carsStay away from any of these protection plansThis company will deny claims for covered parts in the protection planAfter hearing this from my auto repair shop owner I decided to cancel my plan after months and only increased miles on my car by 1,Be careful of the cancellation policyI never thought I would be cancelling it because I bought it from my financial institution thinking it was a solid policyWell they deducted the cost of one repair they covered and for towing, pro rated the mileage used and kept over $of my moneyWhat good is a warranty that does not cover parts stated in the agreement that should be covered and then they deny the claim for repair? This company is a RIP OFF!! Beware!

Protect America, Increceived the rejected response filed by Ms***At this time we have assigned a specialist in our cancellation department to assist in resolving her problemWe ask that Ms*** contact management of our cancellation department