Protect America, Inc.

Complaint: [redacted]
I am rejecting this response because:Thank you for acting on our complaint regarding Protect America,Inc. Yes, Mrs. [redacted] was informed about self-installation. Protect America also stated that not everyone could install the system (they indicated about 5%, I believe).  We then requested to return the equipment and cancel the contract and was told by the company it was too late. We then asked them to provide a technician. What Protect America did not state when selling the contract to us was that NO TECHNICIAN representing their company was available in the state of Ohio. They later disclosed this information to me after the fact. We were also told that a technician, if available, would cost between $400-$500 to install the system. This should be on their alleged recording. That high cost of $400-$500 is totally unacceptable and if Protect America disclosed this information up front, I would not have signed the contract. Why would Mr. [redacted] say the equipment sent to us is "not sophisticated" enough and want more sophistication if he couldn't install the equipment they called "simple" equipment provided in the first place!  Protect America has not done everything in their power to assist us other than trying to demean us by saying a woman or a child could install the system. I am willing to return their equipment and allow them to keep the original $49.94 paid to them as a contract set-up fee as a restocking fee.  If they comply with this offer from me and Mr. [redacted], we also will not complain to Quic[redacted] Loans whom we suspect shared our personal and private contact information with Protect America without our permission.
Regards,
[redacted]

Complaint:[redacted]
I am rejecting this response because:
First  I call ProtectAmerica  several times (6/11/14, 6/25/14,7/14/14 7/21/14 8/13/14 8/23/14 9/3/14 9/18/14 and every time they tell me theywere working on it , all protect America wants is to get my contract signed and to get paid. They never have a good intentionof fixing this mess that they create , screwing my contract with monitronics  , if they have good intentions of fixing mycontract why they take 4 months to fix one single problem . They could have canceledmy contract because it was  illegal sincethe beginning for not showing all the terms and conditions and price ,the$43.99 I never see that on the tablet , all [redacted] (sales Person ) did is show mea page with the screen to sign , and he told me that I was going to get anemail with the price with protect America , which never happened until October whenthey told me that my price was going to change to $36 dollars a month and that Iwas going to get a gift card  8 weeksafter I sign the documents via email ,but I was very clear when I asked theretention department that who was going to fix my credit for being on collectionwith monitronics and  if all this thingswere not going to be fixed then  cancelmy  contract   , somethingthat Protect America caused since the beginning for letting dealers hire peoplewho are not honest and let this happen for  too long , and of course I am not going tosign the documents because they lost my trust  and I dint believe then that I was going toget the gift card ,and that is because everything was a lie and wrong since thebeginning they never have a good intention to fix all this mess that theycreate  , and whatever they do with thedealer  , if they don’t work with then,that is not my problem , and now they send my account to a collection department  and want to get pay for a service for 3 yearswent is being only 6 months , that only show they poor customer service theygive me and that the only thing the care is the money at any cost and they don’tcare about  me  because I have to deal with monitronicscollection too  , I belie I being avictim of abuse of very dishonest company
Regards,
[redacted]

We have received the complaint filed by Mr. [redacted] and found that we were able to come to an amicable resolution with him. We have submitted the refund requested and also credited his account one month.

Complaint: [redacted]
I am rejecting this...

response because: I signed an agreement with Protect America to provide Home Security Service which they have not provided.  They have been collecting payment from my credit card but not providing service.  I have learned since I filed the original complaint what a Home Security Service should provide.  Since I signed the contract with Protect America in February 2014, no service has been provided.  Each time the alarm went off or triggered by mistake, nothing happened; no one contacted me from Protect America to see if I was okay or my family was in jeopardy.  Since I have a new home security company, anytime the alarm has been set off; someone from the company contacts me by phone to ensure I or my family is safe.  I have never been contacted by Protect America when the alarm has went off while installed in my previous home....ever.  I do not believe protect America monitored my previous home; as they have no way of knowing whether the alarm system is connected or going off or anyone has tripped the alarm, etc.  This is not a way to do business.  If the contract is not cancelled by Protect America and Revdex.com cannot do anything to protect me from them taking my money without providing a service; then I will close the credit card that they have been charging and they will no longer be able to collect monthly payments from me without providing a service.As I have stated before; contracts and/or agreements are NOT one sided; they agreed to protect my home and sending out equipment that does not go anywhere but only sets off an alarm inside your house and no one is monitoring it; is not what I agreed to pay for.Revdex.com please help!!! 
Regards,
[redacted]

One of our team members called and left a message for Mr. [redacted] on 12/24/14. He returned the call on 12/26/14. Due to the Christmas Holiday, that team member was not available until 12/31/14 when Mr. [redacted] happened to call back in. When spoke to Mr. [redacted], we told him his wife was informed on 1/13/14 that she could return the camera and we would lower their monthly rate by $10 for ceasing camera service. He then claimed that our sales team member forced him to get cellular monitoring for the camera when he only wanted the camera for live streaming. We said we would investigate this, which we found he called and stated to our sales team member that he wanted cellular and said nothing about the camera until mid-completion of e-signing our agreement. Mr. [redacted] had asked us on 12/31/14 to keep all further communication strictly through Revdex.com. Unfortunately, our findings are counter to Mr. [redacted]'s claims. Ultimately, we have offered multiple resolutions that have been declined and we are unable to offer anything different.

Protect America, Inc. has received the rejected response filed by Ms. [redacted]. Protect America’s customers are liable for monthly service fees whether equipment is on line or not on line with the monitoring facility, as the equipment provides value when not monitored due to PAI making the service available.  At this time we ask that Ms. [redacted] allow us to provide the service agreed upon between herself and Protect America.

Complaint: [redacted]
I am rejecting this response because:It is a complete lie.  No one has attempted to contact me.  This is how Protect America does business...they just keep replying with generic statements hoping the customer will give up.  Please, just cancel my account.  I have put in countless hours trying to resolves this and continue to get generic responses from the business.  The product does not work, has not worked, I have repeatedly called and walked through various fixes and it still does not work.  Just cancel the account, please.
Regards,
[redacted]

ASC consistently refuses to pay warranty claims to repair facilities for my vehicle. Each time, like clockwork, when the garage calls in they reject it so then I have to call and spend time arguing and going over the contract to get them to covet what it says is covered. It's a waste of my time and the garage's time having to wait for the whole ridiculous process to run through.

Route66 ASC Warranty was offered to me by my bank. I was told that the warranty was for 4-years/48,000 miles and that I would not have to pay any out of pocket money. My bank told me that the warranty was just like a new car warranty. I have filed two claims since buying my 2005 Ford F-150 XLY 4WD in January 2016 and both claims were denied by Route66 ASC Warranty. stating that the claims for service were not covered. I have since researched all negative reviews pertaining to Route66 ASC Warranty. There seems to be more dissatisfied customers than satisfied customers. Route66 ASC Warranty seems to find more ways NOT to honor the agreement rather that honoring the warranty. It's a shame customers have to get the Revdex.com involved and take legal action against the business when all Route66 ASC Warranty has to do is honor the contract and pay as it should. I am going to make my bank aware of all the complaints about Route66 ASC Warranty and hopefully they will discontinue offering this warranty to it account holders. I would NOT RECOMMEND this company to anybody.

Complaint: [redacted]
I am rejecting this response because: I called the Retention Department last June 14, 2016 and I spoke with [redacted]. She offered me to buy out my contract, I accepted the offer and paid $199 and they charged my credit card as of yesterday for that amount. Attached is the email they sent me that after June 30, 2016 I don't have any obligation and I won't be charge again monthly service fee of $34.99. I will confirm and call them on July 1, 2016 to double check if my account is fully close. It just hard for me to trust a company that gave me a difficult time canceling my contract and I just want to make sure that they will do their part in resolving this case. 
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We appreciate the opportunity to resolve her concerns. We reviewed the account and all the recorded calls. We processed the cancellation of the account effective September 15, 2017 and sent the refund to her credit card on...

September 20, 2017. We ask that she allows Protect America to assist with any further concerns.

Protect America has received the rejected response submitted by Mr. [redacted]. As per Protect America's Agreement terms and conditions, we require a thirty day written notice to process cancellation of the account. This information was provided to Mr. [redacted] when he initially set up the account on August 14, 2012 to which he provided his verbal and written consent. This information was recapitulated to him in August 25, 2017 when he called to cancel the account. We received his thirty day written cancel notice effective August 31, 2017 and processed cancellation of the account accordingly. Enclosed is the End of Agreement terms document that he provided his written consent for his review. At this time there is no refund due on the account. We ask that he allows Protect America to assist with any further concerns.

This customer signed our agreement on 9/4/13. We were first notified of false alarm issues on 12/2/14, at which point the customer declined replacing at no-cost the sensors in question. Mr. Mitchell told us that he had already unplugged our system before making contact with us and simply wanted to...

cancel. Per our agreement, customers are expected to pay the remaining sum of their 36 month agreement for early cancellation. We are more than happy to resolve the primary concern, which is we need to upgrade a few sensors to a sensor-type more suitable to being mounted on metal surfaces.

Protect America,
Inc. has received Mrs. [redacted]'s response. Upon further review,  the cancellation terms in Mrs. [redacted]'s
older contract are slightly different than the terms of the newer contracts.
This is why the representative stated 30 days. The contract that Mrs. [redacted]
signs states 60 days. If this were enforced, then Mrs. [redacted] would be
responsible for paying the month of December as well. Therefore, the 30 days
that she was told is being honored with the cancellation date of 11/30/15.
Please refer to original contract previously attached. We ask that Mrs. [redacted]
call Protect America, Inc. at ###-###-#### to any further concerns.

Complaint: [redacted]
I am rejecting this response because:  I never indicated such a thing and why they would make that up is beyond me.  The reason I stipulated is an accurate and true occurrence, their equipment failed and that lead to my not continuing to pay for the device because they neglected to repair the device and only agreed to repair it if I made the complete payment on the device.  I contacted them on several occasions re: their defective system, but to know avail, and it is apparent that their attitude and lack of professionalism remains the same.  How do you resolve an issue such as this when a party's only interest is to make money and not honor their commitment and/or service agreement.  There is a word for that and it is called being a thief.  I certainly reject their claim that, that was the reason why I cancelled my payments and I reject their response indicating such.
Regards,
[redacted]

This company is a rip off. I paid $1700 for this warranty, and now I have a $1700 bill to fix my car, because ASC will not fix anything. Their areas that are not covered is so broad that they can fit almost anything under it, and say that it is not covered. I had parts of the inside of my doors mess up which requires new door latches and sensor's, they said that this is part of the body of the car, andbis not covered. Also my power train needed some work on it, and they said not covered and would not give the reason. I will be requesting my prorated refund back today.

Complaint: [redacted]
I am rejecting this response because:This is the third controller that has been sent. Again many hours on the phone to help resolve. How long does a business have to resolve my complaint. This is getting rediculous and time consuming for a customer. They have spent more money trying to correct these issues then the contract will get them in return, not counting my many, many hours on the phone.  
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, we've previously offered to assist Mr. [redacted] with troubleshooting his alarm issues but he declined. The account has since been disconnected and turned over to Hillcrest Davidson for non payment. Mr. [redacted] can contact...

them at ###-###-#### to resolve the matter.

We have received the complaint filed by Mr. [redacted].In reviewing the recorded call between PAI and Mr. [redacted] we’ve found thatMr. [redacted] discussed the three year agreement term thoroughly and agreed tothe terms and conditions of the agreement. During the initial sales call Mr....

[redacted] was told several timesthroughout the call that the agreement term is a 36 month agreement. We areproviding the date and times the 36 month agreement term were discussed.On 11/1/2012- 14:16 min into the call the sales agent said, overthe 36 month agreement term you’ve paid off your equipment and it belongs toyou.  22:20min into the call the sales agent told Mr. [redacted]that before we run his credit we have to tell him the agreement term is for 36months. Mr. [redacted] agreed and acknowledge. 26:04 min into call Mr. [redacted] and the sales agent were lookingonline at the comparisons chart and the sales agent said, if you look at thechart you can see that it say’s $29.99 for 36 months. Mr. [redacted] acknowledgedhe saw that.  Mr. [redacted] did mentionthat his previous alarm company was a 2 year agreement term and he needed tocall them to make sure his agreement term was up. On 11/12/2012 Mr. [redacted] called to sign the agreement andat that time he said he’s a 5linx rep and needed to do whatever he needed toget credit for this transaction”. 36:08 min into call Mr. [redacted] discussed the upfrontpayment and asked when does his agreement end? Sales agent told him it is a 36month agreement. 38:15 min into call Mr. [redacted] asked about paying the fullmonth at the time and will he be compensated at the end of the 3 years.44:50 min into the call the sales agent said he’s requiredto go over the terms and conditions with him to assure that he fully understandthem. The sales agent began the terms and conditions with… This is a three yearagreement term Protect America agreements are only three year terms.  Mr. [redacted] requested a quote on 10/1/2013, for anapartment that does not have a landline phone service. After Mr. [redacted] spokewith several sales agents, on 10/7/2013 he chose the Gold Cellular package at $51.99per month for the second purchase due to no landline phone at the location. Mr.[redacted] agreed to the three year agreement, and the terms and conditions and themonthly monitoring rate of $51.99 per month for cellular monitoring.I have attached copies of the agreements and Mr. [redacted]payment history for both accounts. Account 0407655 Mr. [redacted] paid 21 paymentsof 36. Account 0446132 Mr. [redacted] paid 14 payments of 36. At this time Mr.[redacted] account 0446132 is in third party collections and we ask that Mr.[redacted] contact Hillcrest Davidson’s and Associates to resolve this matter.Account 0407655 is at risk of going to third party collections. Please contactProtect America’s collections department due to the overdue balance of $139.96.

Complaint: [redacted]
I am rejecting this response because my  signature does not appear anywhere on that document. Someone took the liberty to fill out the form for me. Secondly, as I mentioned in the original complaint, the new devices that were supplied were not compatible with the system that was in place. I understand that the company wants to provide me with new equipment, however, that is notan acceptable solution as far as I'm concerned. I have been a customer for three years and fulfilledmy original three-year obligation. As I was unable to get the replacement products to work, it's a breach of a verbal agreement. There is no contract unless the company can provide me with a document containing my signature. Lastly, who would want to do business with a company that operates in this way? Certainly not me.  
Regards,
[redacted]