Protect America

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 policeShe mentioned that she previously spoke with someone about her obligation to pay remaining months of the agreementI 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.SMail 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 wellAlso, it is not our expectation that customers be able to recall every line in their agreementWe strive to show due diligence in reminding customers of specific terms/conditions whenever they become relevantThere 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

Complaint: [redacted] I am rejecting this response because even though Protect America has attempted to correct the issue the company has failed to follow through in clearing up these issues In the initial contact in April to cancel this agreement, the representative I spoke with stated he seen where the replacement sensor was ordered but could not find where it ever shipped The same representative stated that if we would set the system up that evening he would have a technician call me that evening so it could be tested He further stated that Protect America would work with me on the balance The technician did not call until the following day when I was away from the system, he did NOT call when I was informed he would I also received a call a few days later from a very rude and unprofessional representative who threatened collections on the balance of the account This was right after I was told that Protect America would work with me on the balance.Protect America fails to communicate internally in assisting customers Are these the same representatives that I am to continue to place the safety of my family in? I refuse to allow this faulty system and company to continue attempting to protecting my family I am unclear of exactly what the call center log means that was attached to the original response Protect America should ensure they have contact with the system and ensure it is working properly If I test the system today and it stops working tomorrow, does that mean I go a full month without the system working I know for a fact this system has been activated for a longer period of time and Protect America failed to act in accordance with the agreement Though they show the sensor "shipped" in August it would still be their responsibility to ensure the system is functioning according to our agreement, which they failed to do They push blame on me, that I should have informed them the sensor never arrived Once again, I am suppose to continue to pay for services and put the safety and well being of my family in a company that cannot follow up with a faulty sensorOnce again I have upheld my end of the agreement by paying the monthly monitoring fees up until we stopped payment to cancel the agreement, but Protect America's customer service has failed to provide accurate services, equipment, and monitoring I will give Protect America the opportunity to serve my family until the end of the service agreement as long as Protect America will issue a refund for the months they failed to provide adequate services and equipment from August to April They failed to provide the services and equipment per the agreement Regards, [redacted]

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/Mr [redacted] asked what heneeded to provide us with to cancelIt was explained that we need a letter ofcancellation stating he wish to discontinue serviceMr [redacted] acknowledged heunderstood the cancellation procedurePAI received Mr [redacted] cancel letter on4/14/PAI requires a day written notice of cancellation prior tocancelling an accountThis stipulation is detailed in our agreementMr[redacted] account is set to cancel 5/31/At this time Mr [redacted] would not beeligible for a refund

Complaint: [redacted] I am rejecting this response because:the information that they are stating is incorrectWhen Mr [redacted] spoke with my husband he did not state that we were previously offered to return the camera and that the bill would be lowered by $We were only provided with that option upon speaking to him in DecemberNow he is contradicting his own statement because previously he stated that we should have been offered the opportunity to lower our bill from the $plan since we weren't using the cell phone monitoring and camerasThe plan we should have been able to lower to would have been the silver package for $However that option was never provided to usAnyone with the least common sense would have lowered the plan from $to $especially if we were not using the service and the service was never activated since August We are being told multiple stories at this point and nothing they are stating is making sense which is another reason as to why the service needs to be cancelled Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I am rejecting this response because:Is another excuse to not take responsibility for what Protect America did to me after over months to fix this mess that they create and screw my credit, my phone numbers are the same and I can get massages , now I have collections accounts showing in my credit report and is going to stay in my credit report for years , at this time is to late to fix this , thanks to Protect America I cant apply for a car loan or credit card or anything that has to do whit credit , all I want is to protect America is to leave me alone and never make any deal whit then, all they care is to talk to me and see if they can get pay , I just don't understand why they say they have a high customer service reviews, well they don't show that here , all they show whit me is about making a contract and make money at any cost Regards, Regards, [redacted]

Rob Sorenson Timeline Recent StatusPhoto / VideoLife Event Public Post Rob Sorenson hrs · And you figured the Secret Service really was not there watching? Of course it was a fake Was the Hillary hiking in the woods photo staged? The chance encounter a mother hiking with her daughter had with Hillary Clinton the day after losing the election may not be what it has been made out to seem DAILYMAIL.CO.UK LikeShow more reactionsCommentShare Mike Ynigues Comments Rob Sorenson Write a comment Rob Sorenson hrs · For all my friends who are looking to buy a new car, BEWARE of ROUTE EXTENDED WARRANTY!!!I bought a new truck in 2014, earlier in the week the A/C compressor gave upI put in a claim and took it to the dealerAs suspected the compressor had failedThey called for a claim and was DENIED over HALF or the charges All those crooks would cover was the compressor itselfnot the required belt (one time use and has to be destroyed to remove) the freon and the damaged hosesThe compressor was and the rest is When the dealer called to tell me he was enraged as was I So I called the company, asked for a manager, "we do not have managers only supervisors" so I spoke to a supervisor who told me that he answered only to the board of directorsWhat BS After chewing on the supervisor decided to be nice and do a one time "good will gesture" and asked me how much I wanted, The whole amount I told himHe then tried to tell me that belts and hoses were not covered and tried to refer me to the policyNot so fast skippy He finally agreed to cover the whole charge"this time only" I again asked for the manager and low and behold there was oneLiar Can anyone figure out why when a compressor fails and the repair cannot be made without these other parts why they are not covered? Oh by the way, when I looked at the document he sent section M clearly states, "...; unless required when repairing a covered repair" I think this qualifies Why did I have to even press this to get the repair covered as it was supposed to be for a filled part???? Let me make this analogy You go to the hospital, find out you need blood or you are going to dieYou have health coverage and they tell you, we will pay for the bag but not the needle (belt) tubing (hoses) or the Blood (fluids) just the bag You call and ask for the doctor, there is note but you can talk to the janitor after the janitor tells you that he only answers to the board of director and there is know body in between Same deal as this

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 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 $after to weeks and I did not accepted because I did not thrust them anymore And About the $is a collection agency "Hill crest Davidson Associates "that Protect America hire to collect the full contract of months , so you response make non sense and is another excuse and is a total fraudall 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]

Complaint: [redacted] I am rejecting this response because:Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and they have replaced with cellular panel and service, but only because they have assured me that they will not let me out of the contract for the poor service they have providedThey offered to give me the credit for the months only if I signed up for another year contract, which I refused to doThey told me that my camera is now on cellular now and not on internet as noted on the notes you received, which is another "misinformation" provided by protect America and that I would no longer have the same problems with the camera as beforeIf this were the case, I would ask they take the camera back and stop charging monthly for it, with credits.As for the charge the day my husband was in the hospital, they are going to investigate again why the police were called when I told them not to (it was my neighbor)I do not have much hope, they have done this 2's nowAnd cannot seem to 'find' the tapesI have once again given them the date I Would still like a resolution of a clean slate, out of contract - no money owed, to either partyWhen a customer is required by the company to test their line each month to assure they have service, that to me is not security, I do not work for them, I pay them for serviceRegards, [redacted] Regards, [redacted]

The customer is correct in that their initial month term ended effective December Agreements renew month-to-month afterwardsIn order to cancel service, Protect America must receive written notice from the customer between 30-prior to the date they wish to end servicesWe did not receive written notice until 1/27/Though previously the customer's wife had contacted us multiple times requesting to cancel, we explained to her that major service changes need to be handled by ***Additionally, the customer issued a stop-payment on Protect America in October They have a balance for unpaid monthsWe sent multiple notices stating if not taken care of, the balance would be transferred to a 3rd party collection agencyAs of 1/31/14, a 3rd party collection agency was notified of the balanceI managed to contact [redacted] yesterday in an effort to discuss everythingHe did have time to talk muchI will be making multiple attempts today to contact him

Complaint: [redacted] I am rejecting this response because: I have left messages for [redacted] to advise him that I called back on my cell phone, the same phone that is used on recordI have not heard back from him yetHe is not responding to my messages Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Several calls to them from the beginning of May in the attempt to cancel the service have all ended with being transferred to retention specialists every timeEven the contact our CEO link on their webpage goes to the retention specialistsThey are not taking no for an answerI have wasted enough time and efforts being tied to the phone while they refuse to honor my requestThey have the equipment back, they were never installed because they were not complete, I am not renewing the service with themyears of questionable service is enoughI do not have trust in them to provide me with protectionAgain by their own admission, they did not have any signal from me for at least a year and they have no plausible excuseWhile you cancel do not forget to refund my money for service not providedRegards, [redacted]

I am in communication with [redacted] and am working to resolve this issueIt appears that [redacted] is referring to a purchase of a glass break tester that was not returned with days due to not receiving a return label from Protect AmericaI have advised [redacted] that we normally do not provide return labels for customers to return equipmentBut [redacted] was told on two occasions we would send one to him and didn't receive oneIt has been a pleasure assisting [redacted] and I will follow up with him later this week to further discuss resolving this issue

In response to Ms [redacted] rejection, we have come to anamicable resolutionWe have tried reaching out to Ms [redacted] in an effort toexplain the balance on the accountMs [redacted] stated she didn’t want to talkabout it anymore and it has been taken care ofPrior to calling in to cancelher account, Ms [redacted] had been invoiced for the month of JanuaryInaddition, PA requires a day written notice of cancellation prior tocancelling an accountThis stipulation is detailed in our agreement and isintended to allow for processing as there are multiple parties involved inservicing a customer’s accountWritten notice of cancellation wasn’t receiveduntil 3/17/This caused an additional balance to accrueWe ask that Ms[redacted] pay $59.90, half of the balance due and we are offering to clear theremaining balance

Protect America, Inchas received the complaint filed by Mrs[redacted] and we’ve found that she originally called on 4/21/to cancelserviceAt that time we informed Mrs [redacted] of her husband being the primaryaccount holder and he would be the one to cancel the accountAdditionally, perProtect America agreement with Mr& Mrs [redacted] we require a written noticeto cancel servicePAI received the cancel request letter on 5/12/2015,therefore the account is set to cancel on 6/12/There’s no refund due atthis time

We have received the complaint filed by Mr [redacted] .In reviewing the recorded call between PAI and Mr [redacted] we’ve found thatMr [redacted] discussed the three year agreement term thoroughly and agreed tothe terms and conditions of the agreementDuring the initial sales call Mr [redacted] was told several timesthroughout the call that the agreement term is a month agreementWe areproviding the date and times the month agreement term were discussed.On 11/1/2012- 14:min into the call the sales agent said, overthe month agreement term you’ve paid off your equipment and it belongs toyou 22:20min into the call the sales agent told Mr [redacted] that before we run his credit we have to tell him the agreement term is for 36monthsMr [redacted] agreed and acknowledge26:min into call Mr [redacted] and the sales agent were lookingonline at the comparisons chart and the sales agent said, if you look at thechart you can see that it say’s $for monthsMr [redacted] acknowledgedhe saw that Mr [redacted] did mentionthat his previous alarm company was a year agreement term and he needed tocall them to make sure his agreement term was upOn 11/12/Mr [redacted] called to sign the agreement andat that time he said he’s a 5linx rep and needed to do whatever he needed toget credit for this transaction”36:min into call Mr [redacted] discussed the upfrontpayment and asked when does his agreement end? Sales agent told him it is a 36month agreement38:min into call Mr [redacted] asked about paying the fullmonth at the time and will he be compensated at the end of the years.44:min into the call the sales agent said he’s requiredto go over the terms and conditions with him to assure that he fully understandthemThe sales agent began the terms and conditions with This is a three yearagreement term Protect America agreements are only three year terms Mr [redacted] requested a quote on 10/1/2013, for anapartment that does not have a landline phone serviceAfter Mr [redacted] spokewith several sales agents, on 10/7/he chose the Gold Cellular package at $51.99per month for the second purchase due to no landline phone at the locationMr[redacted] agreed to the three year agreement, and the terms and conditions and themonthly monitoring rate of $per month for cellular monitoring.I have attached copies of the agreements and Mr [redacted] payment history for both accountsAccount Mr [redacted] paid paymentsof Account Mr [redacted] paid payments of At this time Mr[redacted] account is in third party collections and we ask that Mr[redacted] contact Hillcrest Davidson’s and Associates to resolve this matter.Account is at risk of going to third party collectionsPlease contactProtect America’s collections department due to the overdue balance of $

We have contacted [redacted] about this situation to resolve and have agreed on an amicable resolution

We at Protect America want customers to feel that we provide exceptional value in comparison to other security companiesTo keep monitoring rates low, upfront costs virtually non-existent, and a lifetime warranty on equipment, we rely heavily on customers fulfilling at-minimum the year initial termWe want to assist [redacted] in resolving these concernsAt present, I am awaiting [redacted] to respond to a voicemail I left earlier today

Protect America have received the response filed by Ms [redacted] .We have made numerous attempts in trying to contact her with her optionsWeask that she contact our office for a resolution

Complaint: [redacted] I am rejecting this response because:lets talk about this section B which I have never seen nor hear of in the all the years I was used protect America .I signed up via phone on June 28, and and paid by phone for equipment all I ever recived have from protect America is a service manual and equipment no service contractOther than the monthly billing statement I have not recived a single piece of liture from protect America pertaining to contract or servicesNot oneI spoke to customer service twice once in Octand then in Novand in both phone conversation we spoke about me sending a written cancellation along with my final payment not once did they state to me anthing about Section B Note I used the return evelope supply by protect America and nowhere does it state that it was going to a third party, I thought it was going to protect America directly Now if customer service had asked meduring our first or second phone conversations that they needed me to sent that written notice again I would have all they had to do was supply me a working fax number or a correct mailling address Customer serivce chose to be unhelpful and very rudy on the phone.This entire problem could have been avoided if protect America had a beter trained staffI said this before I have never miss a paymentnever lateI take pride in that As a paying customer I have a right to cancel sevice anytime , and I did so both written and verbally[redacted] was sent to my home via mail in the form of a post card sometime in late Novor early DecBy protect America On the post card it stated your attention is required to avoid service interruptionNow by late Novprotect America already knew that Iwanted service stop not interruptionI try emailing [redacted] with hopes that I could get help from someone there,since customerservice was both unhelpful and very rude and I did not want to speak to them any moreWell [redacted] was an invaild email address non working just like customer serviceThen I found on the web [redacted] so I sent them an many emails explaing to them that I had cancel back in OctWell I got no help [redacted] they did not respond to any of my email until early Janand the response I did get was that service will be cancel effected Jan thats itAlso I just want to said I do get phone calls from protect America I see it on the phone caller IDbut when me or my wife pick up the phone who ever it is from protect America hang up the second they hear someone speaking .This has happen beter than ten times , I quess it a form of harrassment on thier part or just poorly trained staff hired by protect America Now if protect America wants to sent this flase claim to a collection agency and my credit is damage in any way I will take the collection agency and protect America to small claim court and sue for damages Regards, [redacted]

We purchased a used car from a lot and bought a 3-month ASC WarrantyThe starter went out about a month and a half laterASC took care of the bill as advertisedVery easy process