Protect America, Inc.

We have received the complaint filed Mr. [redacted] and in reviewing the recorded callbetween Mr. [redacted] and the cancellation department we’ve found that therequirement for canceling were provided on 5/1/2014. Mr. [redacted] asked what heneeded to provide us with to cancel. It was explained that we...

need a letter ofcancellation stating he wish to discontinue service. Mr. [redacted] acknowledged heunderstood the cancellation procedure. PAI received Mr. [redacted] cancel letter on4/14/2015. PAI requires a 30 day written notice of cancellation prior tocancelling an account. This stipulation is detailed in our agreement. Mr.[redacted] account is set to cancel 5/31/2015. At this time Mr. [redacted] would not beeligible for a refund.

On 11/14/13, [redacted] chatted with one of our Chat Team Members advising of her intent to disconnect our system, requesting that we cease dispatching the police. She mentioned that she previously spoke with someone about her obligation to pay 8 remaining months of the agreement. I have called [redacted]...

and left my contact information for her so that we can determine when this previous conversation occurred and confirm whether or not [redacted] was reminded of section B on the first page of her monitoring agreement which states:"This Agreement will automatically renew for successive one-year terms, as allowed by law, unless PAI receives written notice of cancellation from Customer via U.S. Mail or overnight mail postmarked no later than thirty (30) days but no earlier than ninety (90) days prior to the end of the initial term or any renewal term."We have made revisions to this policy so that agreements no longer auto-renew, and we can receive written notice of cancellation through email as well. Also, it is not our expectation that customers be able to recall every line in their agreement. We strive to show due diligence in reminding customers of specific terms/conditions whenever they become relevant. There is a gray area regarding what courtesies we can offer when the agreement is not followed, which is why I need [redacted] help locating the previous conversation.

Protect America has received the complaint submitted by Mr. [redacted]. We've had the opportunity to speak with Mr. [redacted] and discuss his concerns. We ask that Mr. [redacted] allow our Level 2 technician a final attempt to help resolve the issues. If unsuccessful, as discussed, we will pursue further course...

of action to assist Mr. [redacted]. Please call ###-###-#### option 4 to speak with a Level 2 technician.

Complaint: [redacted]
I am rejecting this response because:       I received a phone call telling me that I do not owe Protect...

America any money and my account is cancelled. However, I keep receiving emails claiming I need to upgrade my security and they say I made a request for some kind of credit approval.      I have NOT asked them for increased security or credit approval. I want a written statement that my account is closed and NO payment is due. My bill is PAID IN FULL. By calling me it's my word against theirs. I want this cancellation in WRITING. Thank you.
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.
I was contacted by Customer Resolutions Department and was immediately assisted with the cancellation of this contract. I was sent and email stating such but have not received it. I will continue to look for the email and make certain no further charges are incurred. IF for some reason the cancellation has not been processed and or the confirmation email not received I will contact this office. I also was given a sincere apology for this ordeal and I appreciate that too.  
Regards,
[redacted]

Protect America has received the rejected response submitted by Ms. [redacted]. As per Protect America cancellation guidelines that is indicated on the contract that she signed, we require a 30 day written notice. We reviewed the account and it was determined that, she was advised about our...

terms and conditions of the cancellation guidelines on November 03, 2016 and during the initial sales call in November 2013. All we require, is her written 30 day cancellation notice so that we can process the cancellation of the account accordingly. We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: I do not want to keep the service through December...

31st.  Your service is a total fraud and scam.  You have never monitored our alarm and the piece of junk has never worked properly anyways.  It has always beeped uncontrollably and required several reboots per month just to get the sensors to register with the control unit.  Some of the sensors don't even work and your support team told me to just turn them off.  Instead I had to buy more sensors.  Every time the alarm has been triggered in the past few years, not once call has ever been made to us.  In fact, you had the wrong phone number on file as the primary number anyways!You really should credit us for all the years of garbage equipment and false service.  Regardless, I have read many stories where you continued to bill customers that canceled.  So I cannot accept anything until I verify you are no longer billing us.
Regards,
[redacted]

Protect America, Inc. has received the feedback submitted by Mr. [redacted]. After review, your account does qualify to be cancelled. It is outlined in the signed contract that we do require a written 30 day notice to cancel service. The cancellation department has to process your request. You may speak...

with them by calling ###-###-####. Attached is a copy of the agreement.

Protect America,
Inc. has received Ms. [redacted] feedback. Upon review, Ms. [redacted] system was
cancelled as of May 31, 2015. The bill that Ms. [redacted] received was from the
month of May. Since Protect America, Inc. last spoke with Ms. [redacted], there has
been a credit in the amount of $35.95...

applied to the account. This cleared the
balance owed and the account will not be sent to collections.

Complaint: [redacted]
I am rejecting this response because: Due the math! that is more than 30 days.  I contacted your office September 3rd.
Regards,
[redacted]

Currently, [redacted] account cancelled effective 1/31/15 with an unpaid balance of $147.65. That balance could result in a collection status on his credit report if not taken care of soon. In reviewing [redacted] account, there are a couple things I'm curious about. Section B of his Monitoring...

Agreement's Terms & Conditions provides explicit instruction on what to do if he desires to cancel, indicating that written notice must be sent to Protect America. Being that [redacted] stated he mailed his initial notice along with September's payment, and payments go to a 3rd party PO BOX, we can't guarantee that our 3rd party payment processor will pass along anything other than payments. Normally, customers call us to confirm where to send cancellation letters to. Also, I'm wondering what piece of literature [redacted] received that suggested [redacted] was a valid email. Billing can be contacted at ###-###-####. They do not have an email and I'm unaware of any mailers that would suggest they do. At this point, [redacted] is not continuing to accrue a balance. But the existing balance must be paid.

Protect America has received the rejected response submitted by Ms. [redacted]. As per Protect America contract terms and conditions, the contract is for 36 months and we require a 30 day written notice. We received the written notice on 11/2016. We have processed the cancellation of her account effective 12/31/2016. The final balance due December 2016 stands as is. We ask that she allows Protect America to assist with any further concerns.

Complaint[redacted]
I am rejecting this response because: I do not agree with any of this and will not use protect America in the future as previously stated. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:yes I received the first link to cancel as I stated in my original complaint I was in the middle of a move and yes was unable to complete in the time provided.   Calling customer service is in extreme pain as the first time I called I waited on hold for 45 minutes to an hour. I tried to call again but the wait time was too long. Therefore I did reach out via online chat that is also correct I requested another link  which was never sent. I would like to see proof of where that link was sent to me. Because there is no email sent with a link for cancellation therefore I was charged again on August 1st.   That is now two months of $65 of my money that has been taken because this company refuses to cancel my account via verbal request written request time after time. Waiting an hour on hold is ridiculous when I have requested cancellation of my account and to have all of my bank records removed from the account more than once.  Why should I waste anymore of my time why can the company not simply cancel my account I'm under the impression they want to keep taking my money. As I requested before I want this account canceled now and I want my money refunded for August and I'm assuming I'm going to get charged again for September because you refuse to cancel my account.   This is poor customer service I've never had anything like this before with any other company. Send me the link to the email provided on my account if you refused to cancel now I will do what needs to be done on the link but I want refunded for August and I do not want to be charge for September.   When this complaint was first filed I requested not to be charged in August yet I was still charged. This is beyond ridiculous what else do you need to know and hear that I want to cancel my account. I requested the link via online chat it was never received  and now we are mid August and still my account is active I do not even live there anymore and use the products. Please cancel my account immediately. I do not feel I need to waste any of my time calling customer service again waiting on hold. Send the link to my email address on file if that's what needs to be done refund me for August do not charge me for September.   If I am charge for September I'm requesting a refund for that as well.   As stated in the first email there is a balance of $65 I believe the July charge should account for that since I requested in June to have my account canceled. I want to know that I am going to be refunded for August and not charged in September before anything else happens. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: first I did not receive a gift card from protect America, that is not true, that is false  what protect America did, they  tell me that if I sign a new Documents with a new contract whit the new adjustments they will send me a gift card of $444 after 8 to 10 weeks and I did not accepted because I did not thrust  them anymore And About the $2052.87 is a collection agency "Hill crest Davidson Associates "that Protect America hire to collect the full contract of 36 months , so you response make non sense and is another  excuse and is a total fraud. all they want is a contract to collect money and thanks to protect America my credit report show two accounts  delinquent . one is from protect America and another from monitronics , I make protect America responsible for all this , because if they  show  good intentions since the beginning , none all of this will happen , but all they do whit this is the just want the money
Regards,
[redacted]

Protect America have received the complaint filed by Ms. [redacted]. We are a self-install company. This allows us to provide our customer the equipment with no upfront (installation) charge. All technician request for our customers are through contractors, therefore a fee is involved. Ms. [redacted] started...

her agreement with landline service and the technician found that the signal strength was not strong enough to reach her detached guest house. We then upgraded Ms. [redacted] to Cellular monitoring and the cellular system was never installed. On 1/13/2014 Protect America mailed a check to the city of LA for the False Alarms. At this time there is no refund due.   Please feel free to contact the customer protection team with any questions or concerns you may have.   Thank you,   Customer Protection

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, Mr. [redacted]  signed a 36 month renewal agreement in July of 2015. We ask that Mr. [redacted] give us the opportunity to assist him with troubleshooting any system issues. He can reach our technical support...

specialists by calling ###-###-#### option 4. Attached is a copy of the agreement.

We have contacted [redacted] and are working on a resolution.

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:
Regards,The only options they have provided is full payment of the contract to release myself, I have already paid for 2 years without receiving any service as well as offered to return their equipment which they have refused. Again paying cash heir contract in full time to be released from their contract is the only option they have given me when I have already paid to play 2 years, a total $1200 without receiving service. Again a cancellation and partial refund are the only moral and correct course of restitution.
[redacted]