Protect America, Inc.

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, it is outlined in section 1 of the monitoring agreement that the customer may cancel the agreement by returning the equipment within 14 days of the shipment date. Our records indicate that Mr. [redacted] has received and...

installed the additional equipment requested. Attached is a copy of the agreement.

[redacted] Protect America has received the complaint submitted by Mr. [redacted] on behalf of Billie Anderson. We were able to reach out to him and resolve the billing concerns.    0210210 ANDERSON, MARK & BILLIE

Protect America has received the complaint submitted by Ms. [redacted]. We reviewed the account in detail. We determined that she was advised of the 14 day cancellation policy both verbally and in writing. We have not received the equipment to date. She stopped making payments on the account in...

February 2014. The account was eventually  turned over to a 3rd party collections agency. We ask that she contacts Southwestern Investors Group at phone number: [redacted] for any further inquiries.

Complaint: [redacted]
I am rejecting this response because:DENAIL OF OFFER FROM PROTECT AMERICAOn January 1st I sent out I googled Alarm Companies AND cellular. I found the below website.[redacted]I emailed all of them to get a free quote. [redacted]. ([redacted]) was the first to reply. We talked for a bit and I said I was also looking at Frontpoint and Vivint. He told me that both companies had to pay the Revdex.com to get a rating and Protect America doesn’t pay the Revdex.com so their rating is pure. So basically he slammed his competitors. I asked for a quote and I have terrible credit so they asked for a co-signer for the account. My father, [redacted] co-signed so I could sign up with Protect America. So I signed up for their plan which is a three-year contract like most alarm companies which was fine at the time. He told me that I had 14 days to try out the alarm and I could cancel if I didn’t like the system. I was not told the equipment was going to be all plastic and shoddy. Also on January 1st I got an email stating a security professional would contact me soon. On January 14th (my 14th day I could cancel by) I was contacted by [redacted] ([redacted]) by email. He then called when we were ready to install the system. He told me I was supposed to watch the link in the email before we started the installation process, so we hung up. My husband and I watched the Youtube.com video and followed the instructions to set up the door sensors and the motion detectors but then we got stuck. So we called [redacted] back so he could help us set up the rest of the system. The installation process did not go smoothly. [redacted] was unable to set up the mother board or the smash protectors for the sliding glass doors. He said there must be a problem with our equipment. After about 2 hours of [redacted] trying to set up the alarm system with us he became frustrated, and also became very condescending My husband and I were starving so we had to eat something. [redacted] was supposed to call up the next day to try to help install it again. The next thing I got was an email from [redacted] saying “I hope that your installation was a pleasant and successful experience and we still didn’t have our alarm set up. Instead I got an email with links to other Youtube.com videos on how to set up the equipment ourselves.On January 15th I sent an email to Eroll [redacted] (our sales rep) and [redacted] (our technician) See email titled “Very Unhappy Customer”. Neither of them replied to my email. So I called up Protect America and got [redacted]). She apologized for [redacted] behavior and that they were going to review the conversation and talk to him about the call and decide if he needed more training. [redacted] then told me she was going to have to send me a chip and then an actual personal installer would come out and finish installing our system.The chip arrived and I emailed [redacted] that I got the chip on February 2nd – no response to that email. I sent her an email on February 3rd – no response. On February 4th I sent her an email – no response. So I called back Protect America and demanded to speak to a supervisor. The person on the phone said [redacted] supervisor wasn’t available so I demanded to speak to any supervisor that was available.I was transferred to a [redacted] who was the billing manager, and he went to the installation department and got me scheduled for an installation by a real person. So [redacted] showed up at my door on February 5th. He was very nice and patient. However, it took him 2 ½ hours to install the rest of the system, and there were a couple of glitches. So, I emailed [redacted] that I needed a new battery for the mother board and asked him it if he could make sure it was sent out. Also, I was given a camera in my installation package which I didn’t want. So I asked him how to send back the old chip and camera. [redacted] said he would make sure that I got the battery as soon as possible along with a pre-paid label to send back the equipment and chip. I just got a box from Protect America yesterday February 16th which I haven’t opened but there should be a battery and pre-paid label in the box. I don’t know why it took so long to get the package. I requested it on February 5th and didn’t receive it until the 16th. I then emailed [redacted] on the 10th of February that we were having problems with the alarm system. When you set the alarm it beeps very loudly for 45 seconds. The motherboard is in our kitchen which is far away from our bedroom, but it was loud enough to wake me up two days in a row when my husband set it before he went to work. He gets up at 4am and leaves the house at 5am so I was woken up twice due to the beeping of the alarm. I asked if there was any way the volume could be turned down or off so I could sleep past the time my husband went to work – no response to that email. I then sent him an email on February 11th with another problem. The mini boards are installed by the front door and the door to the garage. Every time we open it up to set the alarm or disarm the alarm the mini board keeps falling out of the bracket – no response to that email either. On February 15th an email was sent to me with my father’s name on it thanking me for my patience and they would give me a one-month credit to my bill. I forgot to mention that [redacted] did finally call me back the same day I reached [redacted]. She had given me her email as she said that was the fastest way to get a hold of her. She forgot to mention she was going on vacation and I wouldn’t be able to get a hold of her. My Irish temper was through the roof at this point so I told her she was inept. She told me that Protect America was going to have to pay $400 for actual person to come out and install our equipment. At that point I didn’t care how much it was going to cost the company because my system was not set up and they should not be complaining about $400.Yesterday on the 16th I got another email from Protect America via email stating that they were giving me another one-month credit. The same thing they said they would give me through my Revdex.com complaint.I also found it very frustrating that each person gave me their extensions however, when you call the main number there is no option to put in someone’s extension number. You get a customer service representative that says they cannot connect you with a specific extension number. I couldn’t understand then why everyone I talked to gave me an extension number. I have had nothing but problems with this system since I got it. The sales representative lied, the over the phone installer couldn’t get the system installed, [redacted] was inept, and [redacted] didn’t respond to emails. I believe Protect America is guilty of false advertising, and taking advantage of a disabled person, a complicated installation process, horrible customer services and sales deception, etc.Here is what I’m asking for: I want out of the three-year contract I want a prepaid label sent to me so I can return all this equipment I want any monitoring fees refunded to me. Please see attachments. One contains all the email correspondence. The other attachments are pictures of the plastic equipment.Sincerely,[redacted]
Regards,
[redacted]

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: Based on your generic response, Protect America obviously does not take this situation nor their customer very seriously. Protect America has again and again failed to timely process the change of responsibility request or provide acceptable customer service. The transfer of responsibility was initiated near the end of November and it was not until January 20, 2017 when the transfer of responsibility was allegedly completed. Since the initial request for the change of responsibility, I have been blatantly lied to, misinformed, deceived, and harassed by Protect America. Regarding Protect America’s terms and conditions relating to change of responsibility, Protect America claims “it is required that an account has to have a clear balance before and throughout the process of transferring the account to another prospective new customer”. On two occasions, there was a clear balance on the account, which should have allowed the change of responsibility to be processed. The incompetence and negligence of Protect America to enter correct data into their database in order to process the change of responsibility was the reason for delay. Multiple times I had to provide the correct information for the prospective account holder and it had been entered incorrectly multiple times. With the data being entered incorrectly multiple times, it seems that it was done willfully to delay the change of responsibility. Per my attached billing statement from AT&T, over 3 hours have been spent on the phone or on hold with Protect America attempting to resolve this situation.In my original complain, I stipulated my request for compensation due to the deceit, anxiety, and time spent attempting to resolve this whole situation. I stand by that request for compensation to resolve this matter.Regards,[redacted]ATTACHMENTS: ATT Statements 11.19.16-1.18.17.pdf

Protect America has received the complaint submitted by Ms. [redacted]. Upon review, the proper department was notified and the names on the account have been straightened out. The replacement video camera arrived on today, April 7, 2016, according to the Fedex tracking information. The camera added an...

addition $10 to the monthly monitoring rate, which started in January. A credit in the amount of $40 will be applied to the account to compensate for the cost of the camera through April. This $40 credit will reduce the monitoring charge for May to only $16.99. We ask that Ms. [redacted] allow Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:  Clearly an operative for Protect America seeks no resolution.   I have sent an email to "talk to Our CEO" website on 10/8/15.  The text is as follows:"A terrible mix-up has occurred in our dealings with your company.  We have moved our residence due to retirement and have sought to cancel service prior to the move.  We appreciated the service in our years of residence at [redacted]  The service is impractical at our current rural location where grizzly bears are more numerous than law enforcement officers. The attempt at cancellation began in late May 2015 and amazingly was protracted to August 2015, but in the meantime our bill ballooned from $30 to $119.  Reluctantly, after previous attempts with Protect America failed, I was left to seek resolution through the Revdex.com's complaint procedure(Revdex.com ID#[redacted]). The Protect America's response to our Revdex.com complaint was curt and demanded we contact"Hillcrest Davidson & Associate". We appreciated the service, and would recommend it to others, until this highly negative and ongoing experience.  I seek a reasonable resolution and would appreciate your intercession in this matter."All we have asked for is a bill detailing the charges.  They have ignored this request.  We cannot pay a bill unless we know the goods or services we are purchasing.  Furthermore, the alleged past due reflects an inflation as a result of this misunderstanding.  They should not profit from difficulties that they are, at least, partially responsible.
Regards,
[redacted]

Protect America have received the complaint filed by Ms. [redacted].  In reviewing her account we’ve found that we have replaced any faulty equipment. The most recent trouble she experienced was with the mobile application to her phone. The phone application may read offline but this does not...

mean the system is not functioning properly. Additionally, the Central Monitoring Station records show that Ms. [redacted] hit the panic key in error. After reviewing Ms. [redacted] false alarm reports, we have agreed to pay $350.00 of the fines. I have submitted a copy of the payment for your viewing. We at Protect America value its customers and have a strong commitment to support and resolve concerns as they may arise.  It appears that all technical concerns have been resolved.

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]

Protect America has received the rejection submitted by Mr. [redacted].  Upon further review, a new replacement system is being sent to Mr. [redacted] to correct the issues that he has experienced. We ask that he continue to allow Protect America to assist with any system issues

Protect America has received the response submitted by Mr. [redacted]. Protect America provided Mr. [redacted] with options to transfer his service or pre-pay the remainder of his term. Again, while we do sympathize, Protect America no longer has account to Mr. [redacted]’s account, and he needs to contact Hillcrest Davison and Associates in resolving this matter.

Protect America has received the complaint submitted by Mr. [redacted]. We have reached out to him and we are attempting to resolve his issues. We ask that he allows Protect America to assist with any further concerns.

Protect America has received the complaint submitted by Mr. [redacted]. We appreciate the opportunity to resolve his concerns. As per Protect America’s Monitoring Agreement terms and conditions, the term is for 36 months and we require a thirty day written cancel notice in order to process...

cancellation of the account at the end of the term. We reviewed the account and calls. This information was provided to him when he initially set up the account on January 21, 2014 and he provided his verbal and written consent. This information was further recapitulated to him on September 11, 2017 when he called to cancel the account. We received his thirty day written cancel notice effective September 11, 2017 and processed 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: Again Protect America has not added any proof of their claim and they are just copy and pasting statements from their system. Calling them will not bring any resolution since it didn't from the first time. I will pay the amount they are asking for just so it does not effect my excellent credit. I encourage whom ever sees this claim not to deal with this company and I will post my review on every possible venue to protect others from going through such agonizing process.
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. A review of the account was conducted and it was determined that various options were presented to Mr. [redacted] to assist in resolving his equipment issues to which he declined. Mr. [redacted] sent in his written cancellation request....

The account was cancelled accordingly. We ask that he allows Protect America to assist with any further inquiries.

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

the forged my signature on this documented dated above . No where pnt that date or month do I have any emails from the company . If this is not taken care of I will go public and get an attorney for the forgery committed .
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. We've had the opportunity to speak with Mr. [redacted] and address his concerns. We ask that Mr. [redacted] allow Protect America to assist with any further concerns.

Protect America has received the complaint submitted by Mr. [redacted].  As per Protect America's contract terms and conditions, a $79 restocking fee is assessed on the customer's account if the equipment is not physically returned within the first 3 days following the signing of the...

Agreement. Mr. [redacted] signed the account on 01/11/2017 and we received the returned equipment on 01/27/2017. The $79 restocking fee is valid. We ask that he allows Protect America to assist with any further concerns.

Protect America, Inc. has received the feedback submitted by Mr. [redacted]. Since the complaint was submitted, Protect America, Inc. has reached out to Mr. [redacted] several times to address the concerns but there is no response. At this time we are unable to come to an amicable resolution with Mr....

[redacted]. We ask that he call Protect America, Inc. at ###-###-#### to address any concerns.