Protection Source

Protection Source is dedicated to providing outstanding service to our customers.  [redacted] is a valued customer.  Mrs [redacted] states in the June 26, 2015 Revdex.com compliant that her desired settlement is to pay $250. 00 and close out her contract. In keeping with our history of...

good faith Protection Source will honor Elizabeth [redacted]'s desired settlement offer. Customer History: Customer Signed new agreement dated 10.23.2014 for reduction of monthly monitoring service cost from $59.95 to $44.95 monthly and there was no charge for this reduction of services- with the new 14 month agreement. On her new agreement clearly states the initial term of this agreement will begin as of the date hereof and continue 14 months hereafter. (this is from the date signed +14 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 36 month agreement or  24 month at $199  Customer responded that she thought both offers were fair. Customer 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 request. All 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 law. In the event services are terminated- customer owes full remainder of agreement.

We are in receipt of your notification ID#: [redacted]  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.

From:    Daniel L. H[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, 2016.  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[redacted]Vice President, Protection Source[redacted]

I had my alarm system installed today and I am very pleased. Our technician [redacted] was extremely helpful and professional in showing my husband and I how to use our alarm. We did our research and discovered that Protection Source was the best when it came to price, equipment, services and overall value. We are very happy with our decision!

On behalf of Protection Source LLC. We sincerely apologize for the frustrations you have experienced. After reviewing the situation at hand I have found the following information……On May 10, 2015 the security system reported a Loss of RF Supervision – this is considered a malfunction of radio frequency between the wireless transmitters to the control panel. Both [redacted] and [redacted] were notified via push notification to their iPhones regarding the malfunction. The monitoring center [redacted] tried to contact [redacted] @ [redacted] & [redacted] @ [redacted] and was unsuccessful, leaving a voicemail on both numbers.A service ticket was made for a service technician to go to the home to assess the situation and fix the issue. Unfortunately Protection Source did not have a technician available until the following Monday. The service coordinator reviewed the account during the 1st scheduled appointment time and determined that a storm in the customer’s area caused the damage and possibly burned out the translator because the system itself was working but the translator that the wiring was going through was reporting a problem.A technician was scheduled for May 18, 2015. Once onsite the technician was able to determine there had been damage to the wiring to the windows in the home. Even though this is not something covered under the warranty on the customer’s account the Protection Source Coordinator approved to replace the window sensors with wireless sensors for no charge to the customer because of the wait for the service call. Tech was to return to install them.Protection Source had the technician back on site today (June 1, 2015) to install the seven wireless window sensors. Service call is complete.Guardian Protection Services has already issued the customer a credit on their account for the whole month of May to cover the time the sensors (not the system) was done. Protection Source has completed the service call for no charge for either trip or the sensors themselves. Technician onsite for the call states customer Heather is happy and satisfied with the results.If there are any further questions or concerns regarding this account please feel free to contact me.Sincely,[redacted]Account ManagerProtection Source LLC

I love this wonderful interactive gold service features. Very happy with the service and installation. Also the equipment they offered amazing!!!

Please be advised Daniel H[redacted], Vice President, Protection Source is trying to resolve this matter as quickly and as amenably as possible.  Mr. H[redacted] is the decision maker for Protection Source and he wants to discuss this matter with Ms. H[redacted] so everyone can finally to this important situation to rest.

First time I have ever had a pleasant experience with an alarm company. Brett M[redacted], our installer, was absolutely fantastic. He was warm, attentive, and friendly. He made us feel like he really cared about our home being safe. He did not portray he was just in it for another install. So far we love the system and the ease of use.

The touch screen on our panel quit working after our house was struck by lightning. They sent out a technician the following morning and replaced it free of charge. Overall, I'd say they are the best alarm company we've ever had.

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 hopes. I am just stuck with this company because I had signed a 5 year contract not sure what to do. Every time I call customer care, they schedule and promise that someone will be here but no one shows up.. I or my wife make sure to stay at home.. I can't even imagine that this company is running a home security business... I will never trust them that they will monitor my home even if they fix my problem.. at this point it is just pointless to have a security system...
Regards,
[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 & [redacted] Services have been trying to reach [redacted] since 10.16.14. [redacted] has not returned phone calls until his account went into collections. On 02.02.15 I sent notification to GPS (BAC Response - Called customer to schedule equipment removal. Man...

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 up. Could not schedule equipment removal. We 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 agreement. If [redacted] does not accept our calls or returns our calls by 02.06.15 he will be held to the agreement) [redacted] spoke to our collections agent on 03.26.15 and scheduled him for equipment removal on 04.01.15 (12-5) with a call en route. As long as we are able to retreive our equipment at that time we will process cancellation with no monies owed. If 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 never owned an alarm system so I researched various companies and decided to talk to Protection Source. Mike H. took my call and was professional and knowledgeable. Based on the information he gave me, I decided to purchase an automation package that included controls for my thermostat and garage door which I can manage through my smart phone. On August 19th Brett M. installed my new system. He was very helpful and patient with my questions. The technology was new to me but since I have had the system, I have been amazed at how user-friendly it is and how much better I am sleeping knowing that my home is protected. I never thought that something so simple would give me such piece of mind. I recommend this company to anyone who is looking for state-of-the-art technology at an affordable price.

We are in receipt of your notification ID#: [redacted]  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.

Please be advised Daniel H[redacted], Vice President, Protection Source is trying to resolve this matter as quickly and as amenably as possible.  Mr. H[redacted] is the decision maker for Protection Source and he wants to discuss this matter with Ms. H[redacted] so everyone can finally to this important situation to rest.

tech Was really friendly n professional it was a great service I'm very happy

The touch screen on our panel quit working after our house was struck by lightning. They sent out a technician the following morning and replaced it free of charge. Overall, I'd say they are the best alarm company we've ever had.

I have never owned an alarm system so I researched various companies and decided to talk to Protection Source. Mike H. took my call and was professional and knowledgeable. Based on the information he gave me, I decided to purchase an automation package that included controls for my thermostat and garage door which I can manage through my smart phone. On August 19th Brett M. installed my new system. He was very helpful and patient with my questions. The technology was new to me but since I have had the system, I have been amazed at how user-friendly it is and how much better I am sleeping knowing that my home is protected. I never thought that something so simple would give me such piece of mind. I recommend this company to anyone who is looking for state-of-the-art technology at an affordable price.

Protection Source is dedicated to providing outstanding service to our customers.  [redacted] is a valued customer.  Mrs [redacted] states in the June 26, 2015 Revdex.com compliant that her desired settlement is to pay $250. 00 and close out her contract. In keeping with our history of...

good faith Protection Source will honor Elizabeth [redacted]'s desired settlement offer. Customer History: Customer Signed new agreement dated 10.23.2014 for reduction of monthly monitoring service cost from $59.95 to $44.95 monthly and there was no charge for this reduction of services- with the new 14 month agreement. On her new agreement clearly states the initial term of this agreement will begin as of the date hereof and continue 14 months hereafter. (this is from the date signed +14 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 36 month agreement or  24 month at $199  Customer responded that she thought both offers were fair. Customer 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 request. All 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 law. In the event services are terminated- customer owes full remainder of agreement.

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 hopes. I am just stuck with this company because I had signed a 5 year contract not sure what to do. Every time I call customer care, they schedule and promise that someone will be here but no one shows up.. I or my wife make sure to stay at home.. I can't even imagine that this company is running a home security business... I will never trust them that they will monitor my home even if they fix my problem.. at this point it is just pointless to have a security system...

Regards,