Protect America, Inc.

Protect America, Inc. would like to thank Mr. [redacted] for his service and contribution to the United States Army. We regret to say that we are unable to cancel the account for Mr. [redacted] at this time. There is an obligation to the 36 month agreement that was signed on November 27, 2013. Mr....

[redacted]'s current contract is due to expire November 27, 2016. Here are the options that we have available:1. Transfer2. Pay the remaining months that are left on the contract in full

Protect America has received the rejected offer submitted by Mr. [redacted]  Protect America has handled the matter through the Division of Consumer Services.

Protect America has received the complaint submitted by Mr. [redacted]. We appreciate the opportunity to resolve his concerns. As per Protect America's Agreement terms and conditions, the term is for 36 months and a 30 day written cancel notice is required to process cancellation of the account...

at the end of the term. We reviewed the account and calls. This information was provided to him during the initial account setup dated March 03, 2011 and subsequent renewal of the agreement dated July 01, 2014. We sent a copy of his agreement to the email address on file for his further review. On August 10, 2017, Mr. [redacted] provided his written consent acknowledging that the services will be terminated on September 30, 2017 and will be responsible for any remaining balance due on the account. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: There is no one that I can transfer the contract to. As well, in the 12 years that I have served in the military I have moved 4 others times and not once was I required to pay a cancelation fee for any contract from any services because the military was forcing me to move. I have not even heard of other security system companies charging cancelation fees to the military members that use their services; and there are many other members using other services at bases across the United States. Also I had originally planned to try and keep the military legal, the AUSA, the VA and other systems out of a dispute like this, but now I feel I am forced to go to them and notify our housing office headquarters so that they can warn and try to advise other Soldiers and veterans not to use the services of this company. 
Regards,
[redacted]

Pursuant to the complaint filed by Mr. [redacted] Protect America, Inc. has a commitment to its customers to resolve their concerns as they may arise. In reviewing Mr. [redacted] account we’ve found the he called to cancel his service on 12/2/16. At that time he stated his system has not worked for 4 months. The representative explained to Mr. [redacted] that he agreed to test the system monthly to assure it functioned properly. The representative also explained that the equipment is under warranty and by troubleshooting with one of our technician’s, we would be able to replace the equipment that is not working. Mr. [redacted] declined the offer.  Mr. [redacted] account is set to cancel January 31, 2017, per the 30 day cancel policy. The current balance of $147.80 is valid and we ask that he contact us at [redacted] ext. [redacted] with any additional questions or concerns.

Mr. [redacted] signed our agreement on 5/27/14. That agreement made no claim that Protect America would be paying off his Montronics agreement, but did show in multiple areas that the monthly rate would be $43.99. Protect America was first made aware of Mr.[redacted] expectation that our partner would...

payoff Monitronics on 7/28/14, at which we investigated and found Mr. [redacted] claims to be true. We sent Mr. [redacted] a rate change addendum to lower his rate to $36.99 via Docusign to e-sign. Mr. [redacted] did not complete the addendum. We also were working with the partner who signed Mr. [redacted] to ensure a payoff to Monitronics occurred. We were assured it would happen by 8/29/14. Mr. [redacted] called on 10/20/14 requesting to cancel our service because the payoff hadn't yet occurred. By this time, we had terminated our relationship with that partner and issued a gift card in the amount of $444, per Mr. [redacted] advice on how much he owed to Monitronics. Presently, we believe that Protect America has done everything necessary to correct missteps of our partner and resolve Mr. [redacted] concerns. Mr. [redacted] will need to contact our 3rd party collection agency and resolve a balance accrued for not paying monthly dues since 6/4/14 before we can discuss this issue with him further.

Protect America has received the rejected response submitted by Mr. [redacted]. We have provided him with different options on resolving his issues. We have provided additional equipment and applied credits to his account as a courtesy to him. We have provided and educated him on available options to terminate the agreement to which he declined. At this time we are unable to reach an amicable solution. Mr. [redacted] stopped making payments on the accounts.  We ask that he allows Protect America to assist with further concerns.

Protect America have received the complaint filed by Mrs.[redacted].  In reviewing Mrs. [redacted]’s accountwe have reached a resolution. We have tried contacting Ms. [redacted] to provide herwith a resolution. PAI request that Mrs. [redacted] provide us with proof ofresidence to the nursing home. At that time we will...

cancel the account asrequested.

Complaint: [redacted]
I am rejecting this response because: Whoever is responsible for handling Revdex.com complaints is still lying. And, they are lying about attempts to contact me. I called and spoke to a different representative last Friday. I spoke to someone that was finally helpful. He pulled up my account and saw that I did NOT renew my contract. The email does not say anything about renewing the contract. It simply shows that I agreed to a lower monthly payment. I wanted to cancel at that point but was told that I would have to pay an early termination fee. The representative was trying to keep me happy by lowering the rate. I was very thankful because I knew she she was doing me a favor. The person I spoke with Friday was actually helpful and cancelled my account like I've been trying to do for months. At this point, I need the monthly payment after my contract end date in February to be refunded because it was not authorized. The reason I believe I am owed that my money back is because I was not told the proper method to cancel my account until last week. Also, when I called to verify my contract end date, it should have been explained that the service will continue on a monthly basis. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Protect America has stopped communication and they should be concerned with trickery business practices their third party vender is telling people to get them to sign a ridiculous agreement which isn't being held to what was verbally promised. 
Regards,
[redacted]

Protect America, Inc. sends our apologies for the previous response not being suitable for Mr. [redacted]. With that said we can provide the following:Payments made19 out of 36Pay off amount $518.87Protect America, Inc. has reviewed The Patriot Act and were unable to locate mentioning of releasing members from contracts. It pertains entirely to terrorism and surveillance laws.

Protect America has received the complaint submitted by Mr. [redacted]. We have reviewed the account and have submitted his contact information to the Do not Call list. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]I am rejecting this response because: I should not been unprotected for almost two weeks.  If it takes that long to resolve a problem, that should be added to your contract.  I was told it was going to be rushed to me.  I am a new home owner and never had an alarm sytem before. I had this alarm system less than 6 months and it was down.  This was the second time that a false alarm went off and I never received a phone call.  I'm beginning to think in never worked.  After speaking with my neighbors, who have other alarm systems, only one has had a problem in years.  Needless to say she told me it was resolved in 48 hours.  Not happy with the service or the product. Regards,[redacted]

We at Protect America want customers to feel that we provide exceptional value in comparison to other security companies. To keep monitoring rates low, upfront costs virtually non-existent, and a lifetime warranty on equipment, we rely heavily on customers fulfilling at-minimum the 3 year initial...

term. We want to assist [redacted] in resolving these concerns. At present, I am awaiting [redacted] to respond to a voicemail I left earlier today.

Protect America has received the complaint submitted by Ms. [redacted]. We are in the process of investigating the matter. We will be in contact with her to assist in resolving her concerns. We ask that she allows Protect America to assist with any further concerns.

Protect America, Inc. hasreceived the complaint filed by Ms. [redacted]. In reviewing her account we’ve foundthat Ms. [redacted] renewed her agreement for a lower monthly monitoring rate on 4/15/2013.At that time Ms. [redacted] entered into an additional 3 year agreement term. Her currentagreement will be eligible...

for cancellation on 4/15/2016.

Protect America has received the complaint submitted by Mr. [redacted].  Upon review, it is outlined in the contract that Protect America requires a 30 day written notice in order to cancel services. We have accepted this complaint as your 30 day notice and will process the cancellation of...

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

Complaint: [redacted]
I am rejecting this response because what was stated from Protect America was false.  The reason I refused to continue making payments on the account is solely because their product failed.  I made numerous calls to this company regarding the product not working whereas the door and window contact was not responding to the panel, as well as the double stick Velcro did not remain attached to the door or window and would fall off.  They would lead you to believe that their product was flawless and it was, in fact, quite the opposite and quite defective.  They are quite aware that the initial reason why payment was no longer made was because their product failed and they did not honor their service agreement.  How many others reported problems with their product and has not received a solution to resolve their problems by way of forcing them to honor their service agreement?  I am certain the numbers are quite high.This company does not honor their service agreement and REFUSE to accept the defect product back.  Once they do not honor their service agreement, therefore, leaving you no way out other than strongly stating that you will not be making any further payments for that reason.  Amazingly enough, the only thing companies have to do is submit paperwork to the government to receive relief and recoup the money they are out of because they listed the primary reason for their loss as "the customers failure to continue to pay for their product."  Unfortunately, when the customer is on the opposite side of the dispute, we submit information through the Revdex.com to dispute our fact and their falsity where as they received their funds and feel compelled to submit or sell our debt to a "third party" as Protect America stated, to receive money that they were not due nor any third party collection agency is due because their product fail.  They don't stop their because now the third party stated that their would be place a judgment against you and submit your name to the credit bureau all due to the company, Protect America's failed and faulty product that was sold. This is totally unfair, as they recouped the ENTIRE amount of the contract from the date of service, then they submitted my name to a third party collection agency out of spite to recoup more money, and place my name in the collection bureau.  But that is what money hungry companies do and this is what is allowed without proper party (government) investigating it's claim.  They rip you off by the submission of paperwork and they are still able to receive money.  How many Revdex.com reports were made against Protect America regarding their defective product?  The Revdex.com knows as well as Protect America and again I am certain the numbers are quite high.  I am again rejection their response and noting that this account remains UNRESOLVED.Regards,
[redacted]

Mr. [redacted] signed our agreement on 2/11/13. We were first made aware of his request to cancel on 12/3/14, in response to an email he received about a past due balance. After explaining to Mr. [redacted] his cancellation options, it was understood that we would internally review his sales call for...

coaching purposes. Protect America is concerned about the potential of our staff conveying false information to customers and coaches(or possibly terminates) individuals when we find false information was provided. Mr. [redacted] did request a follow-up after we had reviewed the sales call. Our Customer Service Agent advised that in this situation, we didn't want to set the expectation that a follow-up would occur since this would be strictly for employee professional development. In reviewing Mr. Dimauro's sales call, we found that Mr. [redacted] was advised, "most of the top 10 companies offer 4 or 5 year agreements", which Protect America did believe to be an industry standard at that time. We understand that recent changes within our industry may or may not invalidate that statement now. Our Sales Agent did not say anything regarding a specific competitor.

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America's contract terms and conditions, a 30 day written notice is required to process cancellation of the account. This information was provided to him when he initially set up the account in September...

30, 2013 and was recapitulated to him in January 20, 2017. We received his 30 day written notice. We have processed the cancellation of the account accordingly and have been able to resolve his concerns. We ask that he allows Protect America to assist with any further inquiries.