Protect America, Inc.

Complaint: ***
I am rejecting this response because:
Regards, I was not happy with their service and I told him several times trying to get a hold of the sales rep is on possible I will send the equipment back tone for a total refund
*** ***

Revdex.com:I will accept the immediate void of my contract with Protect AmericaProtect America may send a text with the information required so I can send back their equipment. I take issue with a few things in Protect America's last submissionFirst, when they said I didn't hold up my end of the contract by not conducting my monthly checksOur system never worked an entire monthThe system was a complete failureThere wasn't a system to run a check on. Next, Section E of the contract speaks erroneously about customers being told about all the equipment offeredI was told I would get the best monitoring equipment offered on the marketWhat I got was anything butWhen I think of top of the line, state of the art equipment --VELCRO does not come to mindAll the sensors I received were attached to windows and doors by VelcroReally? No, I was not told by the person trying to sale me the service they believed Velcro was the best way to goThe sensors fell off the front doors after being opened no more then timesWe were never able to get those back on where they would stay or aligned where they would make a connection.I have worked in business, owned businesses, and taught business and In all my years, I have never experienced hiring the services of a company and paid them for a year and half (877.12) for almost nothingBut I have learned a life lesson:1) never purchase a service over the Internet where you are bound to a long term contract; this should always be a face-to-face transaction.2) always allow a professional technician install alarm systems, this is not a DIY projectI hope Protect America will learn from this experience and ramp up their customer serviceProtect America is being paid for a service and they need to provide an entire serviceIf they improved customer service, they probably could reorganize and reallocate their employees in Customer RetentionBecause in all my business experience, I have never found that threating customers with ruining their credit is ever a good ideaI am glad to put this behind meI feel sure there will be no further contact with the exception of the information Protect America will be sending me
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Protect America advertised a free day trial period for new customers I signed up on 11/18/14 and received an incomplete system days later It wasn’t until 12/6/that I actually received the replacement panel and new sensors The contract states that I cannot terminate the services until all of the returned equipment is received Again, all the equipment didn’t arrive until days after I placed the initial order and even then, I still had not received the correct man door sensor that I originally requested I called multiple times to correct their errors and they continued to make mistakes Protect America’s failures are the reason I couldn’t terminate early based on the contract In addition, the terms of their contract are misleading for objectively having a ”free day trial” as described on their websiteMy intent with all of this was to acquire a new working alarm system and not get into a dispute with a company after they fail toprovide adequate customer service and a complete working productI do not want to do business with a company that makes this many mistakes and demonstrates alack of integrity
Regards,
*** ***

Complaint: ***I am rejecting this response because: It was made in the context of the statement that at no point did they speak to meIf my ex husband did not have my social available it is because it was not available to him to haveIf he asked to cancel it is probable that he knew he had did it without my consentIf he called to remove me is because he caught on that I was going to press chargesI want it removed and I am contacting the source which is youI want this rectified or it willgo furtherYou just made a clear statement showing EVIDENCE that at no point you spoke with me nor did he have the information readily available to give you at the point of contract which makes no sense if supposively I was ok with itRegards,*** ***

We have received the complaint filed by Ms***Inreviewing the call with Ms*** requesting to cancel her account, Ms***was given the option to cancel by email fax or regular mailMs*** chosethe option to emailThe cancellation agent did provide her with ProtectAmerica’s
email addressAdditionally, we have left Ms*** a voicemailproviding her with the email address and also informed her that her accountwill cancel days from the date we receive her cancel letter

Protect America hasreceived the complaint filed by Mr***In reviewing the account we’vefound that Mr*** completed the online agreement with our sales partnerQuicken Loans. Protect America salespartners are required to provide potential customers with the terms andconditions of the
agreement before they sign the agreementAdditionally, ourcustomers are required to complete the online agreement themselvesThis is an opportunityfor them so see their agreement in black and white In speaking with Mr***, he stated heagreed to sign up for the alarm system out of curiosityAt this time Mr.*** will need to speak with our cancellation department to discuss hisoptions for cancelling his agreement with PAI

Protect America has received the complaint submitted by Mr*** ***Mr*** stopped making payments on the account in January The account was turned over to a third party collections companyAt this time, he would need to contact Hillcrest Davidson at phone number: (866) 524-for
any further inquiries

Protect America havereceived the complaint filed by Mr***We at Protect America make greatstrides in building the business, offering promotions, and pleasing ourcustomers along the wayWith the promotions we offer our existing customersare not in any way geared to be deceptiveOur goal is to
allow them the opportunityto take advantage of current promotionsAt this time we are providing a freeCarbon Monoxide detector to Mr*** for being a valued customer of ProtectAmerica, Inc

On 11/19/14, one of our Retention Leaders spoke with *** regarding these concerns and they managed to reach an amicable resolution

We have received the rejection filed by Mrs***Atthe time Mr*** stated the equipment was not sophisticated enough, he wasreferring to the security system’s communication type; which, required theirphone line to communicateAdditionally,dissatisfaction over the equipment was expressed concerning the contents of Mr.& Mrs***’s original package type because it didn’t contain a motiondetector. In an attempt to satisfy these pain points, we offered toupgrade Mr*** to cellular monitoring and to add a motion detectorMr.*** agreed and stated that he would install the system when the upgraded equipment arrivedProtect America’s currentresolution for Mrand Mrs*** is we ask that they would allow our self-installation team the opportunity tocomplete the self-install process over the phoneMrs*** entered into the agreement with Protect America via Quic*** Loans at the time of refinancing their homeWe have attached the agreement toallow Mrand Mrs*** to review their agreement in its entirety

Protect America, Inchas received the complaint filed by Ms.***We’ve made several attempts to contact her to offer a resolutionIn reviewing her account we’ve foundthat the core issue is that a camera and micros listed on her renewal agreement were notreceivedWe have offered to
overnight them as well as provide a 7thmonth freeMs*** has declined all offersSheinsists the agreement is invalid since we fell short of what was promised andshe has no interest in our servicesWe ask that Ms*** contact our cancellationdepartment to discuss her options

I purchased a extended warranty with Route which I believe is part of ASC
I don't normally buy these policies but my long time relationship with my credit union suggested it so I did
I'm in my 2ndyear of ownership and in the last mosRoute has paid close to 2,in claimsNo issues,No hassleMy repair shop took care of everything
Most disputes in my opinion are the result of people not doing what they should be doingKeeping up with scheduled maintand driving the car in defective state
HAVE IT TOWED!! don't drive it to the repair shop
Thanks Route for being there for me
Bob E

Protect America, Increceived the response filed by Mr.***At this time we are unable to come to an amicable resolution with him.We ask that Mr*** contact us for a resolution

Protect America have received the complaint filed by Mr.***In reviewing the recorded calls we’ve found that Mr*** spoke withseveral sales agents prior to signing the agreementMr*** completed the onlineagreement and agreed to the terms and conditionsAdditionally, the”Monitoring
Agreement”section of the contract provides the return policyAt this time we have received& returned equipment to stock and provided a refund of $afterrestocking fee

Complaint: ***
I am rejecting this response because:This is further proof of PAI's lack of professionalism and organizationYour first response stated a cancelation date of 01/04/Your error, that I believe under the circumstnaces you should honorIf not honored, I will continue to keep complaints active and unfavorable reviews supplied to share my experienceTo that end, my lack of belief in your company and your product and your ability to successfully manage product and clinets warrants spending the additional time and money to file unfavorable comments not only with the Revdex.com, but also Angie's List and any other reputatble forums that may be available to the consumer to share my experience with your companyI hope you will reconsider and take responsibility for your misleading error.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I did send a cancellation letter in Oct to address given to me by Protect America that address was *** *** *** ** *** * *** *** *** I have a copy of that letter and the reason I did a letter is because that's the only option I was given at that time I can send a copy to Revdex.com by fax only my laptop is hooked up to a plan printer but my other desk top does have a scanner so I will try and get a copy to Revdex.com. I sent a copy to protect America. After talking to them on Dec I was given another address *** *** *** *** *** So I resent my cancellation by mail,fax and email to Protect Americas new address I was given. It still took them over a week to get cancelled and I believe if I hadn't filed a complaint with Revdex.com it still wouldn't be cancelled So no I don't accept their response
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The only thing they have done is restate their position, they will most certainly continue to do so on the phoneI will contact them to see but it is what I expect
Regards,
*** ***

They will try to weasel out of repairs anyway they can Including saying that the repair was a pre-existing condition before you bought your car or figure out a way to say it was due to your negligence or lack of maintenance
Also their coverage is not per event and is over the life of the term and once you use up your $3,you are done, so for example if you use it for a transmission job and then your motor goes out, you have no coverage
READ THE FINE PRINT BEFORE YOU BUY THEIR POLICY

At present, it appears that we may have reached an agreement with Mrand Mrs***We are awaiting the return of their equipment in order to lower their monthly rate to $We advised that they can still keep their sensors and control panel and use landline service for monitoringWe believe that Mr*** chose to mail back all equipment instead

Protect America has received the rejected response submitted by Ms. [redacted]. We appreciate the opportunity to address her concerns. In April 30, 2017, Ms. [redacted] contacted Protect America and advised the sales representative that she was moving into a new home and was shopping around for the best price regarding home security. She provided information on her new home and the sales representative was able to assess her needs and recommend a package that would best safeguard her home . The sales representative explained in detail the Monitoring Agreement terms and conditions to which Ms. [redacted] provided her verbal and written consent. During the installation process, Ms. [redacted] had a sensor that was not functioning and we were able to ship a replacement sensor to her address on file. We offered to have a technician sent to her house to assist in resolving her sensor issues and offered to apply an additional two months credit on the account as a courtesy to her. She declined the offers and requested cancellation of the account. We provided in detail the options available to her to terminate the account. We ask that she allows Protect America to assist with any further concerns.