Protective Services, Inc.

Review: In an attempt to cancel a contract with [redacted], my husband and I called authorized dealer [redacted] with Protective Services, Inc. and [redacted] to cancel the contract. The initial call was made on 09/03/13 as 09/02/13 was a federal holiday and we were able to contact [redacted] finally on 09/06/13 but then it was stated that we needed to contact PSI. In attempt to contact PSI, several telephone calls were made before we actually got a person to discuss the manner with. [redacted] at PSI indicated she understood and she would contact the CEO and discuss the matter. Contacts were made with [redacted], PSI and [redacted] with PSI on 09/03, 09/06, 09/12, 09/16, 09/27, 10/2, 10/7, 10/10, 10/18 and finally on today 10/28 to find out that PSI nor [redacted] cancelled the request despite speaking with both companies requesting to cancel the contract. I was informed that a password needed to be used yet we never was provided a password by any representative, the only way I was able to retrieve the "unknown" password was [redacted] at PSI provided me the password. These practices of back and forth and withholding information necessary to cancel within the "cancellation window" are bad business practices. We would like to be allowed out this contract considering we've attempted to cancel within the time frame. I was also instructed by [redacted] at PSI that the 3 day window is to "try out" the service; however, we did not get our 3 day window to try out the service until Saturday, Aug 31 which was the first day of service; therefore, they should honor 3 day window. [redacted] and PSI are very aware of me calling cancelling my credit card information and the account yet these business are still requesting we pay out a 3 year contract.Desired Settlement: We have paid $99 and 1 month of service. We feel it is only fair for them to keep the $99 and would be comfortable with paying for 2 additional months and any service that has been used. Contact information from individuals spoken with and/or emailed are [redacted] with PSI [redacted], [redacted] with PSI [redacted] and [redacted]. We are asking for this situation to be fairly resolved.

Business

Response:

11/20/2013

To Whom It May Concern,

We installed a system for [redacted] on 8/31/13. We have signed acceptance and installation forms from the customers. They also passed a quality assurance call from [redacted] on 9/3/13. We received a call from [redacted] stating she had been contacted by another security company and apparantley she had signed a contract with them at the time she started building her home and had forgotten about it and obviously had went with us many months later.

I directed [redacted] to send in a letter stating what had happened and I would turn it over to management as generally it is just balance of contract due but due to her situation I would see. She sent in the letter dated Oct. 10 and as you can see from her letter there is no mention of trying to cancel with us right after her installation. Actually her letter says the exact opposite. As you can see from all the e-mail correspondence after that letter we offered [redacted] a buy out at 75% of the balance due. It seems to me she is not happy with that and has contacted the Revdex.com. I think that all of my correspondence that I have forwarded you makes it quite clear that PSI acted in a professional way in trying to handle her situation.

Please let me know if I can be of further assistance.

Sincerely,

Office Administrator