San Antonio Protection Services

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] ***

We were finally able to get in contact with [redacted] and a mutual agreement has been made

To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond.? In his complaint Mr [redacted] explains that he faithfully paid his full month agreement and that we unilaterally renewed his agreement.? ? Mr [redacted] 's claim that he fulfilled his initial agreement: A representative from San Antonio Protection Services contacted Mr [redacted] around the end of November for payment because their account was over days past due.? The last payment we received from him was in around June 19th 2016, which paid for services through the end of August.? The expiration of his agreement was on October 15th, 2016.? Therefore, he still owed a month and a half to finish his month agreement.? I am sure if he reviews his records he will come to this same conclusionMr [redacted] 's claim that we unilaterally renewed his agreement:Here are the terms found on the agreement that Mr [redacted] signed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? TERM OF AGREEMENT:RENEWAL INCREASE:The initial term of this agreement shall be for a period of months and shall automatically renew year to year thereafter under the same terms and conditions, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? unless either party gives written notice to the other by certified mail, return receipt requested, of their intention not to renew the contract at least days prior to the expiration of any termMr [redacted] claims his wife called in to cancel the service.? All of the calls that come in to our office are recorded.? We have searched for any calls from him or his wife and did not find one as stated.? The terms of his agreement clearly state that we need written notice via certified mail to cancel their account.? This is the same requirement for nearly all security companies.? Therefore his agreement continued because he never gave the proper notice as stated by his agreement.Resolution San Antonio Protection services did receive an email from Mr [redacted] on December 6th 2016.? We will accept this as their written notice and will have their account closed as of that date if these requirements are metSince San Antonio Protection Services continued to monitor Mr [redacted] 's home and incurred costs by doing so, Therefore, he pay for services up to December 6th, in the amount of $160.16.? This amount is to be paid within days from todayHe closes his complaintAs long as these requirements are met, we will close his account in good standing.? If you have further questions or concerns regarding this response please contact us at or by mail at PO Box San Antonio, TX Sincerely.San Antonio Protection Services ?

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe actual agreement is not mentioned in the body of this email, nor are there any attachments regarding the agreementI will state them:Business has allowed me out of my contract with no further billing expected My account has been paid up to date, is in good standing, and will not be sent to collections as per our verbal agreementThere will be no refund for amounts already paidBusiness owner understands that he is too aggressive with the type of services he is selling door to door He needs to understand that criminals are of all colors and appearances, and that because of his race and appearance, there is still an expectiation of boundaries when inviting himself into peoples homes
Regards,
*** ***

To Whom It May Concern: I have reviewed the information provided by Mrs*** and appreciate the opportunity to respond. In her complaint Mrs*** states that the representative that signed her up for service with our company mislead her stating that her previous company was going out
of business Here is was San Antonio Protection Services(SAPS) records indicate: 4/7/2016 Mrs*** signed an agreement with SAPS to provide the monitoring and maintenance of her alarm system. SAPS Rep helped her write a cancellation letter and mail it to her previous company (Mrs*** confirmed this was done on 7/13/2016)4/8/2016 Alarm system installation was completed6/29/2016 Mrs*** called our office asking to cancel her account because she had lost her job (She did not make any reference to wanting to cancel because she felt our company mislead her) 7/5/2016 As SAPS tries to be sympathetic with any of our customer who are out of work, SAPS and Mrs*** agree to a shorter contract term. The new agreement is mailed7/13/2016 Mrs*** contacts SAPS and says she is now not willing to sign the new agreement and wishes to have it changed again. She asks for an agreement term of months, we inform her that a month term was not a long enough term to meet our financial obligations with regards to her account. It was also at this time she states that the SAPS rep mislead her and stated that her previous alarm company had gone out of business. Unfortunately no mutual agreement could be made between Mrs*** and SAPS at this time9/19/2016 Mrs*** account is days past due. We spoke with her husband to inform them that we will be suspending their account if payment arrangements are not madeHe informs us they will not be making anymore payments. We proceed with suspending their monitoring service and sending them an invoice for the remaining balance due on their agreementBased on the conversations we have had with Mrs*** we feel that she was well aware that she was switching to our company of her own free will. The SAPS Representative that signed her up would have had no reason to help her write a cancellation letter to her previous alarm company if that company was truly going out of business. Also, we do not understand why if this was the reason for her wanting to terminate her service with our company why she did not bring this to our attention during our phone conversation on 6/29/when she called to cancel because she had lost her job. Based on these facts, SAPS is willing to send the customer a new agreement at $for a term of months. This agreement will shorten the original one by years and reduce the monthly rate by $15/month. SAPS will also write-off their current balance and begin their new payments at the new rate in the month of NovemberIf you have further questions or concerns regarding this response, please contact us in our office at *** or you may contact me directly at extension ***. Sincerely *** ***

To Whom It May Concern:I have reviewed the information provided by Mr*** and appreciate the opportunity to respond. In his complaint Mr*** explains that he faithfully paid his full month agreement and that we unilaterally renewed his agreement. Mr ***'s
claim that he fulfilled his initial agreement: A representative from San Antonio Protection Services contacted Mr*** around the end of November for payment because their account was over days past due. The last payment we received from him was in around June 19th 2016, which paid for services through the end of August. The expiration of his agreement was on October 15th, 2016. Therefore, he still owed a month and a half to finish his month agreement. I am sure if he reviews his records he will come to this same conclusionMr ***'s claim that we unilaterally renewed his agreement:Here are the terms found on the agreement that Mr*** signed TERM OF AGREEMENT:RENEWAL INCREASE:The initial term of this agreement shall be for a period of months and shall automatically renew year to year thereafter under the same terms and conditions, unless either party gives written notice to the other by certified mail, return receipt requested, of their intention not to renew the contract at least days prior to the expiration of any termMr *** claims his wife called in to cancel the service. All of the calls that come in to our office are recorded. We have searched for any calls from him or his wife and did not find one as stated. The terms of his agreement clearly state that we need written notice via certified mail to cancel their account. This is the same requirement for nearly all security companies. Therefore his agreement continued because he never gave the proper notice as stated by his agreement.Resolution San Antonio Protection services did receive an email from Mr*** on December 6th 2016. We will accept this as their written notice and will have their account closed as of that date if these requirements are metSince San Antonio Protection Services continued to monitor Mr ***'s home and incurred costs by doing so, Therefore, he pay for services up to December 6th, in the amount of $160.16. This amount is to be paid within days from todayHe closes his complaintAs long as these requirements are met, we will close his account in good standing. If you have further questions or concerns regarding this response please contact us at or by mail at PO Box San Antonio, TX Sincerely.San Antonio Protection Services

We have reached out to this customer and left a few voicemail's with no response. We will continue to do so until we have a resolution

We were finally able to get in contact with *** and a mutual agreement has been made

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe actual agreement is not mentioned in the body of this email, nor are there any attachments regarding the agreementI will state them:Business has allowed me out of my contract with no further billing expected My account has been paid up to date, is in good standing, and will not be sent to collections as per our verbal agreementThere will be no refund for amounts already paidBusiness owner understands that he is too aggressive with the type of services he is selling door to door He needs to understand that criminals are of all colors and appearances, and that because of his race and appearance, there is still an expectiation of boundaries when inviting himself into peoples homes
Regards,
*** ***

To Whom It May Concern: I have reviewed the information provided by Mrs*** and appreciate the opportunity to respond. In her complaint Mrs*** states that the representative that signed her up for service with our company mislead her stating that her previous company was going out
of business Here is was San Antonio Protection Services(SAPS) records indicate: 4/7/2016 Mrs*** signed an agreement with SAPS to provide the monitoring and maintenance of her alarm system. SAPS Rep helped her write a cancellation letter and mail it to her previous company (Mrs*** confirmed this was done on 7/13/2016)4/8/2016 Alarm system installation was completed6/29/2016 Mrs*** called our office asking to cancel her account because she had lost her job (She did not make any reference to wanting to cancel because she felt our company mislead her) 7/5/2016 As SAPS tries to be sympathetic with any of our customer who are out of work, SAPS and Mrs*** agree to a shorter contract term. The new agreement is mailed 7/13/2016 Mrs*** contacts SAPS and says she is now not willing to sign the new agreement and wishes to have it changed again. She asks for an agreement term of months, we inform her that a month term was not a long enough term to meet our financial obligations with regards to her account. It was also at this time she states that the SAPS rep mislead her and stated that her previous alarm company had gone out of business. Unfortunately no mutual agreement could be made between Mrs*** and SAPS at this time 9/19/2016 Mrs*** account is days past due. We spoke with her husband to inform them that we will be suspending their account if payment arrangements are not madeHe informs us they will not be making anymore payments. We proceed with suspending their monitoring service and sending them an invoice for the remaining balance due on their agreementBased on the conversations we have had with Mrs*** we feel that she was well aware that she was switching to our company of her own free will. The SAPS Representative that signed her up would have had no reason to help her write a cancellation letter to her previous alarm company if that company was truly going out of business. Also, we do not understand why if this was the reason for her wanting to terminate her service with our company why she did not bring this to our attention during our phone conversation on 6/29/when she called to cancel because she had lost her job. Based on these facts, SAPS is willing to send the customer a new agreement at $for a term of months. This agreement will shorten the original one by years and reduce the monthly rate by $15/month. SAPS will also write-off their current balance and begin their new payments at the new rate in the month of November If you have further questions or concerns regarding this response, please contact us in our office at *** or you may contact me directly at extension ***. Sincerely *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We were finally able to get in contact with *** and a mutual agreement has been made

To Whom It May Concern:I have reviewed the information provided by Mr[redacted] and appreciate the opportunity to respond.? In his complaint Mr[redacted] explains that he faithfully paid his full month agreement and that we unilaterally renewed his agreement.? ? Mr [redacted]'s
claim that he fulfilled his initial agreement: A representative from San Antonio Protection Services contacted Mr[redacted] around the end of November for payment because their account was over days past due.? The last payment we received from him was in around June 19th 2016, which paid for services through the end of August.? The expiration of his agreement was on October 15th, 2016.? Therefore, he still owed a month and a half to finish his month agreement.? I am sure if he reviews his records he will come to this same conclusionMr [redacted]'s claim that we unilaterally renewed his agreement:Here are the terms found on the agreement that Mr[redacted] signed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? TERM OF AGREEMENT:RENEWAL INCREASE:The initial term of this agreement shall be for a period of months and shall automatically renew year to year thereafter under the same terms and conditions, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? unless either party gives written notice to the other by certified mail, return receipt requested, of their intention not to renew the contract at least days prior to the expiration of any termMr [redacted] claims his wife called in to cancel the service.? All of the calls that come in to our office are recorded.? We have searched for any calls from him or his wife and did not find one as stated.? The terms of his agreement clearly state that we need written notice via certified mail to cancel their account.? This is the same requirement for nearly all security companies.? Therefore his agreement continued because he never gave the proper notice as stated by his agreement.Resolution San Antonio Protection services did receive an email from Mr[redacted] on December 6th 2016.? We will accept this as their written notice and will have their account closed as of that date if these requirements are metSince San Antonio Protection Services continued to monitor Mr [redacted]'s home and incurred costs by doing so, Therefore, he pay for services up to December 6th, in the amount of $160.16.? This amount is to be paid within days from todayHe closes his complaintAs long as these requirements are met, we will close his account in good standing.? If you have further questions or concerns regarding this response please contact us at or by mail at PO Box San Antonio, TX Sincerely.San Antonio Protection Services ?

SAPS was able to reach out to the customer and resolve the issue with a positive outcome

We have reached out to this customer and left a few voicemail's with no response.? We will continue to do so until we have a resolution

San Antonio Protection Services did have a representative of our company come to this customer's home on Monday, June 1st.  The customer decided to switch to our company because they would be saving money and signed an agreement with our logo and information clearly visible at the top of the...

paperwork.  The rep from our company was wearing a shirt with our company logo and was also carrying an ID badge.  At that time, our rep informed them they would need to cancel with their current company [redacted].  He even sent text messages to him on how to cancel their old service, in which, the customer responded to.  It seems very clear based on these facts that the customer was aware they were changing companies.After verifying that our representative worked in an ethical manor, we reached out to [redacted] numerous times to try and resolve their concerns.  We have tried offering them a reduced rate or a few months of free service, but they have insisted that they only want to cancel their service.  [redacted] informed us that his dad would put a stop payment so we could not charge him for our services rendered.  We informed him that we are honoring our agreement of providing monitoring and service to their home for the duration of the agreement and we expect them to honor it as well by making the payments as promised.  We did inform [redacted] that if no payments are made that we would be forced to place the debt with a collection agency.  We did use some of the existing equipment in their home that was installed by their previous company.  We have done that with many customers over the years without any issues or complaints.  We have informed [redacted] that if [redacted] wants to come get their equipment that we would gladly replace it with new equipment.In the end, we are currently monitoring their home and expect them to make the payments as promised.  We are still willing to offer a few months of free service or even reduce the rate if the customer is willing to come to a mutual agreement.  In their complaint they said that their agreement with [redacted] is not over, but they have never said that to us during the times we have called them to resolve these issues.  If this is true, we are willing to help them cover a cancellation fee if one exists.  We hope that this matter can be resolved so that both parties are happy.  We do take great pride in making sure our customers are happy.  Please reach out to us on at our main # [redacted] so we can come to a resolution.