Protect America, Inc.

We have received the complaint filed by Mr. [redacted]. Inreviewing Mr. [redacted]’s account we’ve found that he contacted PAI on 6/27/2014to test his motion detectors. After test completion, signals were received and motionswere functioning properly. We also have record of Mr. [redacted] contacting theCentral...

monitoring station on 4/6/2015 to place his system on test. Per Mr.[redacted]’s agreement with Protect America we ask that he test the system monthly.At this time we ask that Mr. [redacted] contact PAI’s Customer Service to allow usto test his system with him.

Protect America, Inc. extends our condolences to Mr. [redacted]. In regards to the security account it was determined that there is a 36 month agreement that was signed on August 4, 2014.

Complaint: [redacted]
I am rejecting this response because:
Protect America chose to use today as an "educational' call that appeared to place blame one rather than their protocol. Bottom line, Protect America did not protecty home for a month unbeknownst. I signed an agreement to pay them for this service. Reimbursing me for one month does not restore trust. I don't have access to records to know when representatives will make such changes. Had I known, Protect America wanted me to call them every month for "testing", I would not have signed a contract with them. The information provided on today's call should have been provided prior to me signing a contract not after. I am no longer confident in the company's ability to protect and monitor my home. At this time, I feel they are asking me to do what they should be doing...ensuring information is accurate and equipment is functioning. I should not have to pay them to do monitoring on their behalf.
Regards,
[redacted]

Protect America has received the rejected response submitted by Mr. [redacted]. We appreciate the opportunity to resolve his concerns and provide the best possible solution. Protect America's Monitoring Agreement terms and conditions state that we require a thirty day written cancel notice in order to process cancellation of the account at the end of the term. We do not accept verbal requests. There is no documentation on his account that we received a thirty day written cancel notice. He would need to contact Customer Service at 1(800) [redacted] for further assistance regarding the cancellation of the account.

Protect America has received the rejected response submitted by Ms. [redacted]. Enclosed is a copy of the Agreement that she provided her verbal and electronic consent to on January 03, 2017. We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:
There was no email sent in February and I have gone and checked my emails from that month. How can I be charged for service that I have asked to be canceled. The link that Protect America has shows a balance on it that I refuse to pay and they will not cancel the service until a payment is made. How is that legal to still bill someone for a service that they are not happy with and have requested to cancel. Protect America will continue to bill me for a service that I don't even use... The monitoring system isn't even hooked up and hasn't been in quit a while. I see I may have to get legal representation for this.
Regards,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because that is correct that I did signed the contract for 24 months and not for 36 months as stated by the company but I was communicated by the company's sales representative that I can get out of the contract at any time and therefore, all I have to do on my part was to send back the equipment. I have been paying a $39.99 monthly fee for a faulty equipment and obviously that the false advertisement that the company uses to get customer to sign contracts is not really ethical business practices. I contacted them regarding the faulty equipment but the honest truth I really do not want to do any business with a company who lies about its business practices and deceives customers about the contract terms. When I reached out to them about my issues they offered a $100 Visa Gift Card however; they wanted to extent my contract for 48 months. All I want to do is to cancel my service with the company and to get out of this contract.
Regards,
[redacted]

Protect America has received the rejection by Mr. [redacted]. It is outlined in the agreement that the contract term shall be 36 months. If someone needs to rid themselves of the agreement while still in term, they have the options to prepay the remainder of the term or transfer the service to someone else. Mr. [redacted] has been provided with these options.

Complaint: [redacted]
I am rejecting this response because: I have informed Protect America that their "resolution" is not acceptable. The system does not work for me and my family and has not worked for my family since the contract began. I want my money refunded and I want out of a contract that is signed BEFORE one is aware of if it will work. Yes, Protect America has attempted to resolve the issue , but their resolutions do not work for me and my family. The system being tested has NOTHING to do with the MAIN reason why I'm having issues with the system. In addition, transferring the system to someone else does not work because the only people I could transfer it to are the SAME people who are having a problem REMEMBERING to activate and deactivate the system. So, once again Protect America is insulting my intelligence by using the broken record technique. They are repeating the same information to me and they are not understanding that while these "resolutions" may help others. It does not pertain to me and the needs of my family. 
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We have reviewed the account and calls. We processed cancellation of the account accordingly. We submitted a refund for the amount of $189 to her credit card on file effective September 26. We have processed another refund...

request for the amount of $36.99. 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]

Complaint: [redacted]
I am rejecting this response because: I am at home they can call me at any time.  The agent that first talked to me said a customer support agent would be in contact with me within 24 hours of my first call to work out a solution.  They did not call then nor have they called since. I asked them to explain the charges and the first agent could not explain to me why the large cancelation fee.  Which was the full amount remaining nor could they explain why their first agent said the cancelation charges would be minimal.  Like I said previously I would not have changed from ADT to Protect America if they were going to charge me for early termination.
Regards,
[redacted]

Company is a scam and covers barely anything with their garbage warranties. Would not recommend for anyone to waste their money on one. Wouldn't so much as cover a coolant reservoir...cancelled my policy but of course didn't get a full refund.

FedEx confirmed delivery of replacement equipment on 1/3/15. [redacted] hasn't been able to contact our Customer Care Center to install the replacement items. We are responding at this time due to reaching Revdex.com's max allowable time frame to respond. We are ready to assist when [redacted] is available.

Protect America has received the complaint submitted by Mr. [redacted] Protect America has investigated the account in detail and found that Mr. [redacted] had been offered options on fixing his equipment issues. He declined. He stopped making payments on the account. The account was turned over to a...

3rd party collections company. At this time, he would need to contact [redacted] at phone number: [redacted] for further inquiries.

Complaint: [redacted]
I am rejecting this response because: I will accept the cancelation of the last 1 1/2 years of my contract. However, I do not accept the company's diligence in contacting their paying customers. Unless, they consider making a contact one time in 7 months as diligent. That is not my idea of the word. And as a business owner myself I would not allow a paying customer to go one day without service without me making contact. I would not expect my customer to do that after all that IS WHY I AM GETTING PAID! This company is NOT DILIGENT! They should know they are not monitoring our property.  I now question that? Do they rely on their customers to contact them because they don't know when they are not monitoring? Or, do they not care because they're getting money each month for doing nothing? I contacted the company several months ago to send back the equipment, they told me someone else would have to call me and give me a number for restocking and the address. It is no surprise to me now that no one returned my call. When I spoke with [redacted], in customer retention at Protect America (she is so in the wrong position, it's because of her that got Revdex.com involved) she said that they left a message on my phone. I never got a message. If so, they would have their equipment back months ago. Actually I should ask for all of my money back because I never got full service from this company. I am being generous by asking for the last 7 months, because they said they left a message on my phone. I don't know why, but, I'm try to give them the benefit of the doubt. Their equipment has been in a bag in my closet waiting for someone to call me and they didn't. I do not feel that I should have to pay for monitoring they obviously did not do, OR, THEY WOULD HAVE KNOWN THAT OUR CABIN WAS NOT CONNECTED!
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We reviewed the account and calls. We sent a link to her email address on file. She would need to sign the link within 7 days in order for us to process the cancellation of the account. If she has additional questions, we ask...

that she contacts Customer Service at: 1(800) 951-5111 for further assistance.

On 11/24/14, Mr. [redacted] spoke with our General CARE department and came to an amicable resolution regarding this matter.

Complaint: [redacted]
I am rejecting this response because:  Protect America did not refund me the entire amount.  They still took out a restocking fee of $79 for faulty equipment that does not work.  I even had pay to ship the equipment back to them via fedex.  I am requesting the refund on the remaining $79.
[redacted]