Protect America, Inc.

Protect America has received the rejected response submitted by Ms. [redacted]. We reviewed the account and calls thoroughly and stated what occurred accordingly. At this time, she would need to contact [redacted] at phone number: [redacted] for any further inquiries.

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.

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]

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]

Protect America has received the complaint 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 to Ms. [redacted] on the initial sales call dated June 2, 2013 and...

advised her again when she contacted us on September 26, 2016. We received her 30 day written cancellation notice on December 21, 2016 and processed the cancellation of the account accordingly. The balance on the account stands as is. At this time, she would need to contact [redacted] at phone number: [redacted] for any further inquiries.

ASC warranty is trying to be slick about paying for repairs to my vehicle, limits of liability state no case shall the total of all repairs paid or payable exceed the nada loan value or the vehcle purchase price , whichever is less at the time.

so when I called it in to get my air compressor fixed ( which the vehicle is at fuellers automotive ) they said that they wouldn't pay it because it exceeds the nada value of the vehicle . the slick thing about it is that they are giving us the trade in value not the cash value . the cash value is a little over 6k. the trade in value which the quote they are givin us is 4250.00

I will be taking them to court

We have spoken to [redacted] to try to better understand her concerns. She signed our agreement through a partner of ours. We have contacted that partner and are seeking more information on why [redacted] is unaware of the term length outlined in her agreement. We aim to work with [redacted] further later...

this week once our partner is able to review their sales call.

Protect America has received the complaint submitted by Mr. [redacted] We reviewed the account and calls and determined that Mr. [redacted] was offered the option of placing his account on hold for 6 months in addition to receiving replacement sensors so long as he signed renewal documents for the...

Agreement. We did not receive the signed renewal documents. Mr. [redacted] sent in his 30 day written cancellation notice. We processed the cancellation of the account accordingly. The balance on the account stands as is. We ask that he allows Protect America to assist with further concerns.

Complaint: [redacted]
I am rejecting this response because: Protect America DID NOT offer any solutions at all. I was repeatedly told to refer to the service agreement. My statements that Protect America did not do its duty per its own service agreement have been and continue to be ignored.If Protect America continues to disregard the FACT that it did not contact me when my alarm was triggered and not silenced in a timely manner, that it did not dispatch law enforcement when the alarm was not silenced in a timely manner, and did not bother to contact me when my panel was disconnected for over 24 hours then I will just have to take legal action. Protect America should not be so pressed over $51.99 after receiving that amount on time every month for three years from me - despite the fact that I received substandard service and despite the fact that I did indeed notify Protect America of the issues and they did nothing to rectify those issues. I am asking Protect America to JUST LET IT GO. Trust and believe that I will NEVER recommend this service to ANYONE.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My husband, Mr. [redacted], did not tell them we were out of contract with CPI.  He told them that we were calling because we were looking at changing over to a wireless plan and had CPI with a land line service.  No one ever asked him if we were still under contract with CPI or to find out that before they signed him up.  He was pushed into a "trial period", which was a joke...they didn't tell him it started from the date the contract was signed, so we thought we had the 14 days to use it, when in fact we only got 7 days and were unable to cancel for their lack of cell service in this area.  Their hard sell technique was a ridiculous excuse for customer service.  We had no idea that our contract with CPI renewed automatically, but Protect America has the same auto renewal policy, as was told to me by one of the people I spoke with (Lindsey), so I know they were aware of what they were doing when they signed us up.  We had very little to no cell service during our time using their equipment.  Regardless of this whole contract fiasco, they have been unable to provide us with consistent wireless coverage for home security, which in itself makes the contract void.  They want us to pay for something we aren't getting?  I don't think so.  I have called at least 7 times and been told that they would have to make us take coverage with another leg of their company, which we did not sign up for, and I have asked to have a copy of our contract emailed to us, since it never was (Courtney was the last supervisor that I spoke with) and was told by Courtney that she would send it.  NEVER HAPPENED.   I am done calling them after almost 10 hours on the phone with ZERO help.  Pitiful excuse for customer service.
Regards,
[redacted]

Protect America has received the complaint submitted by [redacted]. We received her 30 day written notice on March 24, 2017 and processed the cancellation of the account accordingly. We ask that she allows Protect America to assist with any further inquiries.

Protect America has received the rejected offer submitted by Ms. [redacted]. We are also reviewing a legal document pertaining to this complaint and we are going to handle this matter through the legal process.

Protect America, Inc. has received the rejection submitted by Ms. [redacted]. While we do sympathize with Ms. [redacted], it was previously explained to Protect America that the original package was stolen. It was requested by Ms. [redacted] that Protect America send the original package to an alternate address. The agreement has been cancelled, but no refund can be issued due to the lost equipment.

Protect America, Inc. has received the complaint submitted by Mrs. [redacted]. Since this claim was submitted, we've been able to resolve Mrs. [redacted]'s concerns. As a courtesy, we will apply a month's credit to the account for the troubles. We ask that Mrs. [redacted] continue to allow Protect America to...

assist with any issues.

Protect America has...

received the rejected response submitted by Ms. [redacted]. We reviewed the account and calls. As per Protect America's Agreement terms and conditions, the pricing expectations set are accurate. She would need to contact us directly with regards to the third party dealer concerns. The Customer Service phone number is: (800) 951-5111. We ask that she allows Protect America to assist with any further concerns.

Protect America, Inc. has attempted to reach out to Mr. [redacted] to discuss his concerns. Our contact information has been provided so we can discuss when Mr. [redacted] is available.

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:  we no longer live at the address on file so troubleshooting is not an option.  Our current home already has a preexisting security system. If Protect America is able to monitor that, we would be open to it.  Otherwise, we won't be using Protect America.  
Regards,
[redacted]

We have tried calling Mr. [redacted] to see if we can come to an amicable understanding. His phone numbers on file do not have voicemail, thus we are unable to resolve this.