Protection Source

Hello [redacted] , I am reaching out to you, to clear up your problems with your alarm monitoring billUnfortunately you got caught in the middle of things, when we were transferring our accounts to [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have lost all hopesI am just stuck with this company because I had signed a year contract not sure what to doEvery time I call customer care, they schedule and promise that someone will be here but no one shows upI or my wife make sure to stay at homeI can't even imagine that this company is running a home security businessI will never trust them that they will monitor my home even if they fix my problemat this point it is just pointless to have a security system Regards, [redacted]

From: Daniel LH [redacted] , Vice President, Protection Source, LLC To: Revdex.com of Central, Northern and Western Arizona (Revdex.com)Subject: Response to Revdex.com Complaint ID#: [redacted] This letter is in response to the allegations brought forth in your communication dated April 8, The complainant alleges the possibility of theft of (3) three earrings from her home by one of Protection Source’s employees I have reviewed this complaint thoroughlyOn April 12, 2016, I personally spoke with the customer regarding the allegations I also discussed these allegations with the employee in question The employee completely denied taking the jewelry Protection Source is presently awaiting a copy of the police report as well as a meeting with the investigating officer regarding this matter Currently, the facts at hand do not provide any evidence corroborating the allegations Therefore, we will reserve any administrative or disciplinary actions until it is determined if the police are going to press charges against the employee We have advised the customer of our administrative policies and actions concerning this ongoing investigation Please know that Protection Source takes these allegations very seriously and we look forward to resolving this matter as amicably as possible Daniel H [redacted] Vice President, Protection Source [redacted]

[redacted] [redacted] Revdex.com: I have communicated with the business and they have provided acceptable resolutions to the issue I am comfortable closing complaint ID [redacted] Regards, [redacted] ***

Protection Source is dedicated to providing outstanding service to our customers [redacted] is a valued customer Mrs [redacted] states in the June 26, Revdex.com compliant that her desired settlement is to pay $and close out her contractIn keeping with our history of good faith Protection Source will honor Elizabeth [redacted] 's desired settlement offerCustomer History: Customer Signed new agreement dated for reduction of monthly monitoring service cost from $to $monthly and there was no charge for this reduction of services- with the new month agreementOn her new agreement clearly states the initial term of this agreement will begin as of the date hereof and continue months hereafter(this is from the date signed +months, customer is calculating old agreement- not new)In the event the customer wanted to relocate, the Customer was quoted by guardian protection services that relocation would be waived with new month agreement or month at $ Customer responded that she thought both offers were fairCustomer stated never received a copy of agreement- all agreements are sent to customers email address in order for customer to sign-once customer signs agreement copy of agreement is saved in inboxGuardian mailed a paper agreement as well per customer requestAll agreements state clearly that Protection Source is the third party dealer and all contracts are monitored and billed by GuardianProtection services- also states that all disputes are governed by Pennsylvania lawIn the event services are terminated- customer owes full remainder of agreement

Response to complaint [redacted] I have reached out to the customer with the email below:It outlines how Protection Source will remedy the complaintI have also left the customer messages, and she has left me one, we haven't spoken yet, nor have I received an e-mail back( I just sent the e-mail to her this morning.)Hello [redacted] ,I am reaching out to you, to clear up your problems with your alarm monitoring bill.Unfortunately you got caught in the middle of things, when we were transferring our accounts to [redacted] .I apologize for any inconvenienceI have received confirmation from [redacted] that they have canceled your account on their end.I cannot verify that the transfer of equity was completed, because I believe the new people did not allow us to reprogram the system.But, you will not be legally or financially obligated to either Guardian or [redacted] .If you receive any correspondence that indicates that you are, please contact me.I believe that you paid $to [redacted] , if you will confirm this, and provide an address that you would like me to mail a check to, I will do so.Again, I am very sorry for the inconvenience.Regards,

Protection Source & [redacted] Services have been trying to reach [redacted] since [redacted] has not returned phone calls until his account went into collectionsOn I sent notification to GPS (BAC Response - Called customer to schedule equipment removalMan picked up and when asked for [redacted] he said "he's not here" and before I could ask for a better time to call back he hung upCould not schedule equipment removalWe have tried to contact [redacted] numerous times from the sales rep and our office staff [redacted] has not made the equipment available to us so we could still hold him to the agreementIf [redacted] does not accept our calls or returns our calls by he will be held to the agreement) [redacted] spoke to our collections agent on and scheduled him for equipment removal on (12-5) with a call en routeAs long as we are able to retreive our equipment at that time we will process cancellation with no monies owedIf the equipment is not made available on that day [redacted] will be held to the original agreement for not providing us access to the equipment

I have spoken to t
-0.2pt;">he service technician regarding this situation and he explained to me why the locks and thermostat could not be programmed into the system while he was onsiteThese devices are still programmed into the old system and until they can be removed off that system they cannot be programmed into anotherWe have tried to contact MsChamberlin to have the tech return but we have not received a call backOur first attempt to contact her regarding this situation was to ask some questions regarding the old system and to get her scheduled for Even though we were unable to reach her we still put her on schedule just in caseWe again tried to call the customer on before the technician going to the home but when the line went dead after what seemed to be someone answeringThe technician did go out on but no one was homeThis situation can be resolved we just need to come back out and take care of it

Protection Source has come to an agreement with *** *** regarding the security systemWe sent a technician out on for a service callService notes: Installer on site for service callreplaced zone back door with a wireless contactInstaller says that all other zones had been
replaced before and currently have wls contacts on themPrewired system is no longer being usedNo motion was installedCustomers wife did not want it and said that she was happy with just have the sensor replaced

Mr*** was scheduled for a camera to be installed on (12-5pm)Our records from our technician show that he was on site @2:10pm and left at 2:25pmThe service coordinator had tried to call Mr*** but did not get a response so he tech waited minutes for someone
to show up or respond as we do for all of our calls. Mr*** was left a message to call back to reschedule his appointment. Our record notes from - Mr*** called in (again - first documented call) he was angry from the beginning telling me we are breach of contract his system was not completely installed and schedule him for removal and he will not hear anything otherwiseI explained to him that he signed the agreement, scheduled the return trip and he was not home nor did he answer when we tried to contact himHe kept talking over me and would not hear anything else I had to sayTold me that he was an officer and he would make sure he did whatever was needed to cancel his agreementHe asked who he talks to above me, I tried to give him *** name but he continued on ranting that there has to be someone..who ...whoI told him I would be the one who he needed to speak to and anyone else would direct him to meHe then hung upOur office has tried to get Mr*** rescheduled a few times but he will not hear anything of itMrKimbo missed his appointment with us, he will be HTC. It is unfortunate that I have been unable to get Mr*** to reschedule his appointment, and the matter had to be take this farBut Protection Source is not in breach of contract in anywayMr*** missed a scheduled appointment with us to install a cameraHis security equipment was installed and working at 100% and he missed his appointment not us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This makes it sound as if I have not talked to *** *** 1-times a month since the installAnd I have no missed calls or voice mails from Protection Source during this timeWhy would I not allow them to get there equipment? They have my $100!
We have now spoken and arranged the removal of there equipment but only after *** *** gave me a name and contactI will pull my phone records and submit them if needed to show my phone calls to them with no return calls.
As long as all equipment is removed and money paid refunded and NOTHING apears on my credit then we can call this closedI will pull credit on 4/to verify.
Regards,
*** ***

We are in receipt of your notification ID#: *** regarding the above-referenced complaint. We look forward to working with you to promptly resolve this matter.At Protection Source, we take all consumer complaints seriously. Our company has a long
track record of good consumer sales practices so we are very concerned when a customer has a poor experience. Upon receipt of your notification, we immediately opened an investigation into the complaint and we are in the process of double-checking our procedures generally. We will also review all applicable documentation regarding the transaction with this individual More importantly, we appreciate this opportunity to audit our procedures to confirm compliance and correct any errors. As you can imagine, this audit will take some time.We look forward to resolving this issue to everyone satisfaction

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear
below. I am astonished at the lies this company is "providing." My husband was home at the supposed time they cameHe is off on Mondays, thus the scheduling for a Monday appointmentHe clearly would have heard someone knocking at our doorI find it strange that the doorbell would not be rung, as it is clearly by my front door and lit with a bright orange light, visible at all times, why would they knock? My dogs would have been barking like crazy I did not receive a phone call about any arrival, of which I was told I would receive an hour priorThe alleged phone call details state a minute eta was given, which is clearly not an hourWhen I asked for an email, I asked for her boss' email and she proceeded to give me hersI asked who's email she was giving me and she stated it was hersI wanted to speak to her supervisor, not herWhy would providing me with her email help me talk to her supervisor, whom apparently is always out of townShe never told me that any one else would refer me back to her, only that she was the lead and she was the highest person I could talk to, since again, her boss, the owner of the company was out of town Yes, she did offer to reschedule me, because that was the "only thing she could do," but I was not offered a Saturday installYes, she called me back to get a technician out "now," how convenient that it was available now, but my husband and I have full time jobs and cannot just drop everything, things like this need to be scheduled, as I thought we had done previouslyHow is it my fault that their company provided faulty customer service on more than one occasion? I maintained my part of the agreement and am not satisfied with the service, or lack there of that I have receivedI have never been forced to keep a service I was not satisfied with and feel this service is not up to my expectations as a paying customer I want to terminate and I want this equipment out of my homeIt does not make me feel safe, if the customer service is shady, why wouldn't the equipment and service also be shady? I called about canceling on 10/7, after I was not called back about why my appointment was not met on 10/The woman who answerd laughed at me, like it wasn't a big deal, which I don't appreciateThat is not my fault if they don't log their calls or provide notes that fit their mistakes.Regards,*** ***

The refund for Mr*** has been processed effective in the amount of $Please allow 5-business days for processingA cancellation request has been submitted to the monitoring company as well and Mr*** should be refunded any monitoring charges if he had been charged
He can follow up with the monitoring company directly regarding that refund should that be necessary
*** ***
Account Manager
Protection Source LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have lost all hopesI am just stuck with this company because I had signed a year contract not sure what to doEvery time I call customer care, they schedule and promise that someone will be here but no one shows upI or my wife make sure to stay at homeI can't even imagine that this company is running a home security businessI will never trust them that they will monitor my home even if they fix my problemat this point it is just pointless to have a security system
Regards,
*** ***

From: Daniel LH***, Vice President, Protection Source, LLC
To: Revdex.com of Central, Northern and Western Arizona (Revdex.com)Subject: Response to Revdex.com Complaint ID#: *** This letter is in response to the allegations brought forth in your communication dated April 8, The complainant alleges the possibility of theft of (3) three earrings from her home by one of Protection Source’s employees I have reviewed this complaint thoroughly. On April 12, 2016, I personally spoke with the customer regarding the allegations I also discussed these allegations with the employee in question The employee completely denied taking the jewelry Protection Source is presently awaiting a copy of the police report as well as a meeting with the investigating officer regarding this matter Currently, the facts at hand do not provide any evidence corroborating the allegations Therefore, we will reserve any administrative or disciplinary actions until it is determined if the police are going to press charges against the employee We have advised the customer of our administrative policies and actions concerning this ongoing investigation. Please know that Protection Source takes these allegations very seriously and we look forward to resolving this matter as amicably as possible
Daniel H***Vice President, Protection Source***

Hello ***,I am reaching out to you, to clear up your problems with your alarm monitoring bill.Unfortunately you got caught in the middle of things, when we were transferring our accounts to ***.I apologize for any inconvenience. I have received confirmation from *** that
they have canceled your account on their end.I cannot verify that the transfer of equity was completed, because I believe the new people did not allow us to reprogram the system.But, you will not be legally or financially obligated to either Guardian or ***.If you receive any correspondence that indicates that you are, please contact me.I believe that you paid $to ***, if you will confirm this, and provide an address that you would like me to mail a check to, I will do so.Again, I am very sorry for the inconvenience.Regards,Kris W***

Hello ***,
I am reaching out to you, to clear up your problems with your alarm monitoring bill
"">Unfortunately you got caught in the middle of things, when we were transferring our accounts to ***

I did speak to MrH***, but it was April 13th not the 12th He sent me a text that same evening 7:07p.mto be exact and told me that he had received a copy of the police report and that he would get back to me the next day I never heard from him I sent him a text on the 18th stating, that I thought he was calling me back After I texted him times he finally called, but I was not available Left no message We set up a time the next day 8:a.m shortly before that time he texted me that he was in a meeting and would call after Never called I texted him again on 20th, no response Again on the 21st at 7:am, heard nothing util I got a text at 4:am I available in minutes I was not available as I was sitting in my Droffice He texted back call to call him when available I was not able to get back to him yesterday, but sent him a text 1st thing today, to please call me, I am available all day Again at 5:today No response!

Response to complaint [redacted]I have reached out to the customer with the email below:It outlines how Protection Source will remedy the complaint. I have also left the customer 2 messages, and she has left me one, we haven't spoken yet, nor have I received an e-mail back. ( I just sent the e-mail to her this morning.)Hello [redacted],I am reaching out to you, to clear up your problems with your alarm monitoring bill.Unfortunately you got caught in the middle of things, when we were transferring our accounts to [redacted].I apologize for any inconvenience. I have received confirmation from [redacted] that they have canceled your account on their end.I cannot verify that the transfer of equity was completed, because I believe the new people did not allow us to reprogram the system.But, you will not be legally or financially obligated to either Guardian or [redacted].If you receive any correspondence that indicates that you are, please contact me.I believe that you paid $49.95 to [redacted], if you will confirm this, and provide an address that you would like me to mail a check to, I will do so.Again, I am very sorry for the inconvenience.Regards,