Protect America, Inc.

Complaint: [redacted]
I am rejecting this response because:  I have tried to sort this out with Protect America on several occasions.  All i'm told was this is what it is, and I have to deal with it.  If the time frame was misunderstood on my side then that is my error.  When I mentioned that on their website they say they have the lowest price guaranteed I was told that my contract was signed for one amount and they paid in advance the 3 years to a third party.  I've requested that I pay the difference each month (comes out to 19.99 a month) and i'm told nope.  I'm charged the full amount for the next year, which is the remainder of my "contract".  
Regards,
[redacted] ([redacted])

Our records indicate that we've been able to satisfy this complaint since our last correspondence.

Complaint: [redacted]
I am rejecting this response because: IS THATS WHAT YOU SAYING ?  I NEVER RECEIVED FROM PROTECT AMERICA ANY DOC. STATING THAT THEY NEEDED PAYMENT UPDATE INFO.(NO PHONE CALL,EMAIL OR A NOTICE IN THE MAIL)WHEN I FIRST CALL PROTECT AMERICA IN 2012 AND BEGAN SERVICE    I USED MY BANK CREDIT CREDIT CARD AND ALL FUTURE PAYMENT WERE SENT DIRECTLY FROM MY CHASE BANK EACH MONTH ON TIME ARE YOU GOING TO DENY THAT AS WELL. IN 2013 CHASE SENT MY NEW CREDIT CARD SAYING THAT TARGET HAD SOME SORT OF SECURITY BREACH . ABOUT THAT TIME FRAME IS WHEN I STARTEDTO GET A MONTHLY BILL FROM PROTECT AMERICA SENT TO MY HOME AND EACH MONTH PAYMENT WAS SENT ON TIME .ARE YOU GOING TO DISPUTE THAT.NOW I STATED THAT I NEVER BEEN LATE OR MISS A PAYMENT AND YOU ARE  SAYING THAT I AM LYING, YOU SAID ON OCCASION I DID NOT MAKE PAYMENTS FOR TWO TO THREE MONTHS AT A TIME. SINCE I BEGAN GETTING A BILL IN THE MAILL EVERY ONE HAVE BEEN ON TIME . I WILL BE CONTACTING CHASE BANK TO SEE IF THEY SENT OUT A PAYMENT THAT EQUALS THREE MONTH OF SERVICE OR AN AMT. OF $110.85 BECAUSE WHAT YOU ARE SAYING THAT I AM A LIAR , AND I CONSIDER THAT DEFAMATION OF CHARACTOR . NOW ABOUT THE PHONE CALLS YOUR CUSTOMER SERVICE ONLY BEGAN TO LEAVE A MESS. ON THE ANS. MACHINE AFTER I WROTE THE REPLY TO THE Revdex.comSTATING THAT YOUR CUSTOMER SERVICE WERE CALLING MY HOME AT ALL HOURS AND WHEN ME OR MY WIFE PICK UP THE PHONE THEY WOULD HANG UP.  THE ANS. MACHINE STATE IF WANT TO LEAVE A MESS. WAIT FOR THE BEEP IF YOU WANT TO SEND AFAX START NOW . IT DOES NOT STATE DISCONNECT UNLESS THAT WHATS YOUR WORKERS ARE TELLING YOU AND THAT ONLY MEANS THAT THEY WERE IN FACT HANGING UP THE PHONE EACH TIME WE ANS. PICK UP THE PHONE AND CALL AND SEE IT IT STATE THAT SHOULD DISCONNECT OR LEAVE A MESS. NOW LETS SEE IF I CAN MAKE THIS CLEAR ENOUGH THAT YOU COULD UNDERSTAND. THE FIRST CALL TO CUSTOMER SERVICE I TOLD THE LADY THAT I HAVE MAILED A WRITTEN NOTICE STATING ALONG WITH MY LAST PAYMENTTHAT I WANTED TO STOP SERICE A.S.A.P SHE STATED THAT SHE HAD NOT RECVICED  NOTICE BUT SHE WOULD LOOK INTO IT .I NEVER SAID THAT SHE CONFRIMED CANCELLATION NOTICE AND WOULD PROCESS CANCELLATION. UNLESS YOU ARE CALLING ME A LIAR AGAIN . THE FIRST PERSON I SPOKE TO,WHICH I DONT REMEMBER HER NAME BUT SHE WAS NICE ON THE PHONE AND SEEMED  WILLING TO HELP BUT SHE NEVER RETURN THE CALL NOR DID SHE ASK FOR A SECOND WRITTEN NOTICE . THE SECOND LADY I SPOKE TO FROM CUSTOMER SERVICE, I BELIEVE HER NAME WAS VALAIRE SHE WAS VERY RUDE AND REFUSED TO HELP ME ON THE MATTER OF CANCELLATION EVEN AFTER I TOLD HER THAT I HAD SENT A WRITTEN NOTICE AND SPOKE TO SOMEONE ON THE PHONE REGUARDING CANCELLATION HER RESPONSE WAS "I DONT KNOW WHAT TO TELL YOU" . I TOLD HER AS FAR AS I AM CONCERN I DONT CARE WHAT YOU DO FROM HERE ON IN, I AM NOT PAYING FOR SERVICE I CANCELLED. FOR THE RECORD YOU SAID SINCE 2010 AFTER REVIEWING ALL PHONE RECORDS THE ONLY TWO PHONE CALL YOU HAVE ON RECORD IS FOR 12/30/2014 AND 12/31/2014 THATS WHAT YOUR RESPONSE TO Revdex.com STATE JUST TO MAKE SURE. THE CANCELLATION NOTICE WAS SENT USING THE RETURN ENVELOPETHAT PROTECT AMERICA SUPPLY ALONG WITH PAYMENT THATS WHAT I STATED. THE POST CARD CAME FROM PROTECT AMERICA AND IT STATE." IMPORTANT MESS. CONCERNING YOUR PROTECT AMERICA ACCOUNT"
Regards,
[redacted]

Protect America has received the complaint submitted by Mrs. [redacted]. Upon review, the contract states that the agreement term shall be 36 months. Mrs. [redacted] does have the options to transfer the service to someone else or pay off the remainder of the agreement. If she decides to keep the service,...

Protect America has a team of technicians on hand to assist Mrs. [redacted] with any issues she may be experiencing. We ask that she allow Protect America to assist with any further concerns.

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, Inc. has received the rejected response filed by Ms. [redacted]. At this time we regret that we are unable to come to an amicable resolution. We ask that Ms. [redacted] contact or cancel team for cancel options.

We received the rejected response filed by Ms. [redacted] and in reviewing her account we’ve found that Ms. [redacted] installed her new equipment on 10/21/15 and signals were received. Additionally, we have credited Ms. [redacted]’s account for the inconvenience.

At Protect America, we strive to make every customer fully aware of our terms and conditions before signing our agreement. Our Sales Team Members are trained to guide customers to www.protectamerica.com to e-sign our online agreement. Our Team Members are required to stay on the phone with customers...

while they complete the agreement to make sure the customer can ask for clarification on anything they find concerning or don't understand. Additionally, our Team Members read to our customers the terms and conditions after the customer has logged in to our secure server and accessed their agreement, before they e-initial or e-sign anything. We reviewed the sales call where [redacted] called on 12/29/12 curious about getting a security system for her mother. [redacted] raised concern about us needing her SSN for a credit check. Our Team Member explained that we require a credit check to provide free equipment. [redacted] advised she has a credit monitoring service due to prior identity theft issues. Our Team Member advised that we could pull her credit report by cross-referencing her birthday and address if she doesn't want to verbally provide her SSN. [redacted] agreed to this method. By enabling a company to run a credit check, this gives that company access to storing sensitive data available on the report, such as SSN. After [redacted] accessed her online agreement, our Team Member followed protocol by reading to [redacted] the terms and condition, advising that the initial term length is 3 years before she clicked-to-sign. On 9/3/13, [redacted] called to cancel services and was advised by one of our Retention Team Members that she was well within a 3 year agreement, ending December 2015. [redacted] asked to confirm she was stuck for another 2 years. Our Team Member offered to get the equipment installed or transferred to someone that wanted to use it. [redacted] said she would talk with her mother to see what they wanted to do. Based on these findings, we believe that our Team Members provided accurate information to [redacted] about our services and the agreement she e-signed. If there is anything we can do to help [redacted] maximize usage of our services between now and December 2015, we'd love to do so. Unfortunately, breaking contract is not an amicable resolution.

Protect America, Inc. has received the rejected response fromMs. [redacted]. At this time we have come to an amicable resolution for [redacted].We are providing 1 month refund as requested.

Protect America has received the complaint submitted by Mr. [redacted]. We reached out to him and addressed his concerns.

Complaint: [redacted]
I am rejecting this response because:The false advertisement of month-to-month renewal after completion of the initial agreement was/has not ever been extended to this customer, even after 4 years of on-time and pre-paid installments made to Protect America.Are any customers of the Project America company extended the monthly option?The contract renewal that Protect America keeps referring to was PRESENTED for signature, with no monthly options - Why?  Is that not coercion?Protect America only presents the portions of their corporate actions that benefit their interests $$$.  Especially as a Veteran who fought for freedom and rights in America, I am looking for honesty and integrity from those I do business with ... more do, those who use "America" in their name!
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]

Protect America has received the complaint submitted by Ms. [redacted] We are currently reviewing the account and we will be in contact with her to assist in resolving her concerns. We ask that she allows Protect America to assist with any further concerns.

Protect America, Inc. has received the complaint filed by Mr. & Mrs. [redacted]. In reviewing their account we’ve found that PAI received an invoice stating canceled in January. Per Protect America agreement, we require a 30 day written notice prior to the contract end date to cancel service. At this...

time we ask that Mr. [redacted] provide proof of the initial letter sent in January and this will allow us to re-review the current charges applied.

Since our last response, we have tried to contact [redacted] with the phone numbers on file multiple times. We have provided contact information so that he can reach someone who's reviewed his concerns thoroughly. We have not received a call back.I understand that [redacted] believes he's called us multiple times & spent hours on the phone to troubleshoot. In reviewing our call logs, we don't have record of any calls between 1/24/14 (when he first installed the system and we shipped out two replacements sensors) and 1/9/15 (when he used online chat to make us aware of his interest to cancel prior to the end of our agreement). The install call was one hour and eleven minutes long. He's spoken to our Cancellation Team four times, totaling to roughly 34 minutes. As stated in our prior Revdex.com response, we haven't found record of [redacted] calling in to install the replacement sensors. They won't work unless programmed into the panel properly and we have not been afforded the opportunity to verify this. Our Cancellation Team did receive photos from [redacted] showing the sensors mounted on his sliding doors. So far, they have tried eleven times to call him back.With regards to our DIY platform, [redacted] was informed on 1/9/15 via our Online Chat Team that we do have technicians available in his area and that there is a cost involved to have one service his system. [redacted] opted to speak with our Cancellation Team instead due to us being unable to waive the technician cost.If [redacted] can return one of our calls, we are more than willing to work with him to ensure he has a fully-functional system.

Per our agreement, customers are responsible for establishing and maintaining a suitable landline or internet service if they've chosen landline or internet monitoring from us. Protect America pays for and maintains access to a 24/7/365 monitoring station for security systems to send alarms signals...

to. Although [redacted]'s current landline service is not suitable for security systems, we are still maintaining a monitoring service for him to access until we receive written notice from him of his intent to cancel, by which we will cancel the account within 30 days. At present, written notice was received and [redacted] was advised that we would waive September's monthly due. This has been done. Our Team Members did make clear that a balance of $34.54 existed prior to any knowledge of his intent to cancel. If this is not paid in a timely fashion, the balance will go to a 3rd party collection agency that may require [redacted] to pay over $800 to resolve the impact of this on his credit score.

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 complaint submitted by Ms. [redacted]. As per Protect America's Agreement terms and conditions, the term is for 36 months and a 30 day written cancel notice is required to process cancellation of the account at the end of the term. We reviewed the account and...

calls. On the recorded call dated January 04, 2016, Ms. [redacted] renewed the Agreement in exchange for a $250 Visa Gift card and 4 free months. Enclosed is a copy of the renewal agreement that demonstrates the renewal date and time stamp for her review. We offered Ms. [redacted] free touchpad batteries as a courtesy to her to which she declined. We have reached out to Ms. [redacted] several times regarding her account to no avail. Ms. [redacted] stopped making payments on the account effective June 2017. The balance accrued on the account is valid. We ask that she allows Protect America to assist with any further concerns.

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 complaint submitted by Ms. [redacted]. Upon review, it is outlined in the agreement that the customer may cancel the agreement by returning the equipment within 14 days. If necessary, Protect America does have alternate forms of monitoring available. We ask that Ms....

[redacted] allow out technical support team to further assist with troubleshooting the issue.