Protect America, Inc.

Complaint:[redacted]I am rejecting this response because:I have copies of both letters sent one in Oct. and one in Dec. I was given 2 completely different addresses on both of them.  I have copies of both letters but unable to send from computer but I can email to better business breau if I am supplied with a email address.  [redacted]Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: that is not correct. I never renewed my contract. In fact I called about 2 years ago because I wanted to cancel but was told my contract was for 3 years. I said okay and sucked it up. I called in January to cancel because I knew my contract was up. The representative told me that I would see one more charge for the last month of my contract. This is ridiculous and the fact that they're saying I renewed is a lie. Can I take legal action against this company for fraud?
Regards,
[redacted]

Protect America, Inc. has received the response submitted by Ms. [redacted]. Upon further review, we will clear the balance on Ms. [redacted]'s account. We ask that Ms. [redacted] allow Protect America, Inc. to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: my services are still not working, the company continues to send me faulty equipment, and I wasn't given this "free" equipment for no reason.  I was given the equipment bc the panel I have now is not working, so please forgive me if I don't think this is them doing me a favor.  If you pull up my call-in history I've called multiple times and had several issues.  This is ridiculous. I've never dealt with a company that treats there customers this way.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The package has not arrived and, as explained during our telephone conversation, my family is leaving the property tomorrow morning to fly back to Europe. We are then, again, without a working alarm system. The property manager cannot do the installation. I will not be returning here until May. Protect America, by locking me into a 3 year contract, is charging me a monthly fee for a non functioning alarm system.
Regards,
[redacted]

Protect America, Inc. has received the rejected response received by Mr. [redacted]. Mr. [redacted] has been a very valued customer with Protect America. With that, we have cleared the current balance and his account will cancel 9/30/2015.

Protect America strives to follow through with anything we advise our customers of. The agreement we entered into with Mrs. [redacted] states that we need 30-day advance written notice to cancel an account. When Mrs. [redacted] called on 1/29/15, she asked if she would still need to pay for February....

She was advised that she had completed 36 payments, fulfilling her agreement's initial term, and that it now renews month-to-month. She then asked to cancel and was transferred to our Retention Team, where she was offered a lower monthly rate. Mrs. [redacted] requested to call us back after she speaks with her husband. We did not hear from her until 2/9/15, when she called wondering why the account was still open. During this call, our Retention Team made an exception to our requirement of a 30 day written notice and cancelled her account to ensure no further charges. We regret that Mrs. [redacted] did not have a favorable experience with us. We find that our Team Members were accurate in their statements.

Protect America, Inc. received the complaint filed by Ms. [redacted] and found that our licensing department reviewed her claim. Please see the attached document.

Complaint: [redacted]
I am rejecting this response because: It took the company over 30 days to try and get my Z-wave devices to work and they failed.  I was sold a system that would work with my z-wave devices and it didn't they never got it to work, they also have an app that can't be used at night if the room is not illuminated, nor in the sunlight rendering the app. useless. I was unaware of these limitation till I got the equipment and though they give you 30 days to cancel as stated before its totally bogus because its from the day the unit ships which shipping time takes up 3-10 days then another 3-10 days is loss to setting the unit up by appointment, then they sent out the wrong equipment, that took another 7 days and another 5 days to set up an appointment to install the new device which the device never worked.  Then they tried to convince me to change over to an entire new set up though they had no video or photos that they could show that the new system would work so after over 30 days of trying to work with them I gave up and told them to cancel in which they replied it had been over 30 days which is ludicrous considering that I never had exactly what was sold to me up and running for not even 1 day as the company failed to ever get my z-wave device to work. I was even willing to use their siren but when they sent out the wrong equipment for the 3rd time I quit.  Its a terrible company to never get the item to work right ask me to give them chance after chance to get it to work and then to say its over 30 days is insane.  Then they said to cancel I have to pay them for 3 years for a unit they never got to work and they sent me a bill for $1000 to cancel a service where the equipment never worked.
Regards,
[redacted]

Protect America, Inc has reached out to Ms.[redacted] in regards to her complaint. A resolution has been provided and Ms. [redacted] has accepted.

Protect America, Inc. has received the response submitted by Mr. [redacted]. The contract was signed online, therefore there wont be a physical signature. There is another option for replacement equipment that has not been attempted. The cellular system is an option that we can send out to replace the current system. It can be placed anywhere in the home and operates independently from everything else.

Protect America has received the complaint submitted by Mr. [redacted]. We appreciate the opportunity to address his concerns. Enclosed is a copy of the Monitoring Agreement for his review. As per Protect America's Monitoring Agreement terms and conditions, we require that the Customer agrees to...

maintain an automatic bank debit payment or credit card payment arrangement with PAI for the entire term of the Agreement, including renewals. Mr. [redacted] was advised of these terms and conditions when he initially set up the accounts on August 04, 2014 and April 01, 2015 respectively. We recently reached out to Mr. [redacted] regarding past due balances on the accounts. He was advised that he would need to have the accounts current and establish a consistent payment history in order to have his request for Direct bill considered. Mr. [redacted] has been a valued customer since 2013. We request that he contacts Customer Service at phone number: 1([redacted] to receive assistance in resolving his billing issues.

Protect America have received the complaint filed by Mrs.[redacted]. In reviewing the recorded calls we found that Ms. [redacted] purchased thesecurity system for her cabin home.  Introubleshooting the security system with Ms. [redacted] we found the required signalstrength of cellular panel was not...

reaching the cellular towers. Per ProtectAmerica agreement, our customer equipment is under warranty therefore we replaceequipment that may be faulty or does not meet the customer criteria. Additionally,Protect America use the preferred Velcro for the customer that does not wantthe sensors permanently fixed.  We are able to reach anamicable resolution for Ms. [redacted]. Protect America will allow Ms. [redacted] tocancel a year and a half early. Through our many attempts to reach Ms. [redacted]for a possible resolution, we were unsuccessful. Additionally, we regret thatwe do not feel that a refund is due at this time. Once the equipment providedto Ms. [redacted] has been returned to PAI, the account will cancel and the relationshipbetween Ms. [redacted] and Protect America will end.

Complaint: [redacted]
I am rejecting this response because: They provided me with 2 options either wait until the contract is over or find someone to take over your contract.  both options are not good options because I feel that protect America should be flexible in this situation because this is a real big issue not only for me but for other customers. IF PROTECT AMERICA CANNOT LET THE CUSTOMERS KNOW THAT THERE ALARM SYSTEM IS BROKE THEN THEY NEED TO FIX THIS ISSUE!!!
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. As per Protect America's Agreement terms and conditions, we require a thirty day written cancel notice to process...

the cancellation of the account. This information was provided to her when she initially set up the account in May 28, 2014 and recapitulated to her in August 02, 2017. Enclosed is a copy of the agreement for her review. We received her thirty day written cancel notice on August 03, 2017 and processed the cancellation of the account accordingly.  The balance on the account is valid. We ask that she allows Protect America to assist with any further concerns.

Let me preface this by saying I am in the auto industry, and I sell warranties to customers on a daily basis. I DO NOT sell or have any relation to ASC or Route 66, which is the warranty I have on my vehicle.

I was AGAINST warranties for a long time as I felt they were a waste of money. I had wanted to cancel this warranty but never got around to it .I am SO glad I didn't...

I drive a 2006 Acura TL. Honda's don't really have a ton of issues, but of course my transmission went out in mine, something that "Never happens." according to the mechanic. I immediately pulled over and didn't drive it one inch after it broke down. THIS IS IMPORTANT! DO NOT DRIVE IF YOUR CAR FAILS! THAT WILL VOID THE WARRANTY!

I take it in, they diagnosis it, sure enough the transmission needed to be replaced. I had the vehicle towed to the shop by AAA, so I do not have any idea how Route 66's towing and or rental car service is as I used neither of them.

I gave the mechanic all the warranty information, and about two weeks later I have my car back. They paid out $2,627 dollars and I only spent $350 on fluids and some other things.

I am a believer in Route 66, not to mention their customer service was awesome! Here's the key with warranties: Read what they cover, maintain your car, and for the love of God, DO NOT drive when your car breaks down, as it voids everything entirely/it makes the problem worse... Use common sense here and this will not be a bad investment.

Protect America, Inc. has received the feedback submitted by Mr. [redacted]. We have since spoken with Mr. [redacted] and his account is set to cancel February 29, 2016. We ask that Mr. [redacted] allow Protect America, Inc. to assist with any further concerns by calling ###-###-####.

We have received the rejected response filed by Ms. [redacted]. Our records show that the Central Monitoring Station followed the proper procedure in the event of an alarm. We ask that Ms. [redacted] contact her county due to the inadequate response time. Our records also show that we have provided Ms. [redacted] the payoff amount of her account and she has agreed to continue to end of term. Her account is eligible for cancellation 5/1/2016.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]   I did send in a cancel letter onece before  
.So this isn't fair . when I go the bill I called right away and told them I sent a letter .

Protect America has received the rejected response submitted by Mr. [redacted]. We reviewed the account and calls. We have made several attempts to install and activate his system to no avail. On the recorded calls dated 01/28/2015 and 12/13/2016 which was the last documented conversation we had with Mr. [redacted], he advised us that he did not want to install and activate the system.  He just wanted to update his payment information. We would like Mr. [redacted] to utilize the system and we encourage him to contact customer service at phone number ###-###-#### to get assistance in installing it if not, he would need to call and obtain information on his Agreement end date and the cancellation process.