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U S Protective Services Corp.

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Reviews U S Protective Services Corp.

U S Protective Services Corp. Reviews (3)

Review: This is a UL Certified Central Station Monitoring Company. In March of 2013 they moved to a new location. During the move there phone lines went down for three days straight. This means that they were not monitoring any of our clients for three solid days. We received no credit what so ever for the three days of loss of service. We had a lot of mad customers, it was a terrible three days. Once everything calmed down I called and requested a credit for the three days of service. They refused me. So we decided to switch monitoring companies to a more reliable service provider. During our move this central station decided to stop taking our disconnect notices and continued to call and harass our clients who were no longer using their services. They would call them at 12:30am and 2am. We repeatedly for two weeks asked them to stop calling our clients. They refused because they said we owed them $45 that was 60 days. I tried to work with them, considering we had no service for three days straight (now this is life safety we are talking about, fire alarms, panic alarms ect.) They would not work with me. So for two weeks they continued to call. We have had the worst experience in 30 years with this monitoring station. They are the worst company to work with. Their employees are incompetant and there owner is too.Desired Settlement: I would like a one month credit for all of our trouble, headaches, and stress they have caused all of us at [redacted].

Consumer

Response:

Thank you for inquiring about a response from the company. So far I have not received a response.

Review: U.S. Protective Services mailed my invoice to the wrong address. Upon locating the bill, I immediately called the billing line and left a detailed message explaining that my payment would be late due to not receiving the bill in time to pay it by the due date. In the message, in addition to the address correction, I expressed concern that my check would not arrive on time. [redacted], Billing Manager, confirmed receipt of this telephone message when she was able to tell me the corrected mailing address on my account.** I asked for a return phone call if there would be any issues or concerns with my late payment. As I did not hear back from them, I directed my bank to send them a check for payment in full. Unbeknownst to me, the account was set up to bill automatically through a credit card. Not only did they NOT call me back to let me know this, they billed my credit card AND cashed the check, knowing full well that I did not need to send a check and that they were processing double payment for the bill. After noticing the charges to my credit card, I called immediately and left a message that they had taken a double payment. Two days later they sent me a letter denying a refund. After calling daily for 5 business days in a row and talking to numerous employees, [redacted] FINALLY got on the phone with me and agreed to give me a refund, but she stated that they will be holding my money for an additional 45-60 days before they will cut a check. [redacted] says this is policy, but due to the evasive and unprofessional nature of her behavior for so many days, I believe I am being harassed and that they are holding the refund longer than should be expected under normal business practices.Desired Settlement: I would like to receive a refund check for $64.05 immediately. There is no plausible explanation for holding my refund for 45-60 days other than to harass me as a consumer.

Business

Response:

[redacted] were with an alarm company that went out of business. U.S. Protective Services was the monitoring company for this alarm dealer. In order to keep his customers from recieving any loss of monitoring - U.S. Protective Services offered the customers a special rate to continue being monitored at our central station.

[redacted] was listed by the alarm company [redacted] in our system with a location address of [redacted]. Our office was contacted by the [redacted] to continue monitoring through U.S. Protective Services. We sent a contract out for the customer to review and sign.

Mrs [redacted] returned the contract with the [redacted] location and did not make any changes to the address to mail an invoice out to any other location. Also on the contract, she entered her credit card number and signed to automatically charge this card for all charges under this contract. Her information was entered and stored for an automatic deduction on the 35th of the month.

The [redacted] were sent a bill dated 9/1/13 for monitoring services quarter Sept Oct November. On the 25th of the month - any amounts open - on the due date will have a credit card automatically charged to the account if there is a balance. This is an automated entry that searches for balances and applies per the customers request.

Mrs. [redacted] had called during the month of September sometime before the 25th and changed the billing address. She also left a message that she would be mailing a payment for the amount due.

On the 25 th when the invoice was due, and per her contract - her credit card was processed. Around that same time, a check came in to our clearing house and was processed with the stub she sent in. No physical look up of her account was needed because she sent a stub to apply the monies too.

Mrs [redacted] called in for a refund of 64.05 becuase her card was processed. This was around the time of October 15. Our company policy is to issue refunds to customers if they have cancelled with us or if there will not be a charge in the next 60 days. Our refund process takes 45 days to complete because we process all checks through the company's headquarters and not the Resource Drive service/monitoring location. Mrs. [redacted] was a customer still recieving monthly services and was to be charged again in less than 60 days. Mrs [redacted] was explained by our accounting dept and supervisor of our policy. She was being billed again Dec 1 for 64.05 and her credit would be applied to her charge then.

Mrs [redacted] continued to call after recieving a written confirmation of our policy. In the attempt to help Mrs. [redacted] and in good customer service efforts, I put in for a change in our policy with the owner of our Corporation. We did change the policy and I let Mrs [redacted] know that a check would be going out in the next 45 days. If she did not recieve it, to please contact our office immediately.

Mrs [redacted] demanded that I type up a check as we spoke and send it out to her - that she worked in an acctg office and she knew how this stuff went. We tried numerous times to help Mrs. [redacted] and make her experience with us as pleasant as possible. We understood that she had just lost her alarm company and needed help.

A request was immediately put in for a refund the day that I spoke to Mrs. [redacted]. She should be getting her refund in the time frame she was notified of.

As for the time frame of contacting myself, I was on vacation. There were supervisors and Acctg employees that were trying to help her but she wanted to wait to speak to me. They notified her I was out on vacation and would not be returning until a later date. We did speak the day after my return.

I hope that Mrs. [redacted] understands that we did change our company policy to help her recieve her refund of 64.00 as quickly as possible.

Respectfully,

Business

Response:

Our standard procedure is to process refunds/credit memos for our customers at the end of the month. [redacted] request was approved and she should be receiving her refund this week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have been a customer of this company for my former home, in [redacted], and office building since 1990. I have paid them about $400 per year plus equipment for 23 years. In June of 2012, they changed the connection line from a land line to cell. On April 4, 2013 I had their representative come to my newly purchased home, in [redacted], to make recommendations and give me a quote for service there. I called a couple of times to ask when they would be getting back to me, cell phone records as proof. On May 25, I was contacted by them and they still did not have a proposal ready. I was able, in the meantime to get two other companies to come out and give me a proposal within a weeks time. I decided to go with one of the other companies as waiting 7 weeks for US Protective "dis"service was just too long.I kept the service at the [redacted] home until it was sold in September,2013 at which time I cancelled and requested a refund for the remaining period I had paid in advance. On September 20, 2013 I received a bill from this company for $952.56 for cancelling the contract??? The reason stated was that they do not make any money on new customers until the end of the contract. I paid for the cell unit and the installation and have been with them for 23 years. Some logic. I did not know I had a contract and was never told or given a copy of this so called contract. They say that I got a 5 year contract because I changed to the cell service in June 2012. I was told that I would have to stay with them for one year after the installation of the cell service. They had to fax me a copy of this so called contract which was written on legal size paper with writing that required a magnifier to see. My name is signed and dated, but I don't think I signed it. The co signer is not dated leading to believe it was made up later.I believe that this company thinks that since I am a 73 year old senior citizen that they can bill me for services that they cannot deliver at a home where I no longer live.Desired Settlement: I demand a refund for the remaining time for which I have paid in advance at the [redacted] home and drop their demands for additional money for a service that they cannot possibly provide.

Business

Response:

Dear Sir/Madam:

We have received the reopened complaint. We stand by our decision to hold the customer to the Alarm System Agreement that was signed by the customer on June 7, 2012. Our Sales Manager tried working with the customer to create a quote for the new alarm system to be installed at the customer’s new home. Customer had requested for a high-end alarm system. This did require for some research and discussion with the manufacture for the alarm system. Conversations had taken place between the customer and the Sales Manager, please see below for the following conversations:

April 4th – Went out to customer new house, Spoke with him about using the existing system but added to it. There was a missing zone expander in the field that would need to be found. Customer was to contact/find originally installer of system

April 19th – Spoke to customer again about finding the zone expander

April 23rd – Customer called and stated that he could not find who originally installed the alarm system. And the previous owners did not know anything about the security system either. Let customer know would work up a quote with and without the zone expander.

April 25th – Spoke to customer about meeting with the alarm manufacture to help with design of the alarm system. As customer requested higher – end security system. (This meeting would be between sales manager and manufacture.)

April 20th – Emailed quote – Customer called back stated wanted to add smoke detectors. (Smoke detectors are not standard equipment and customer had non wired smoke detectors in the home, as why they were not in the original conversation about what the alarm system would include.)

May 23rd – Resubmitted new quote with smoke detectors, at this time customer informed that he had gone with a different company.

We are sorry that the customer chose not to continue service with us. We did everything on our end to provide customer with a quote that would satisfy his needs of the type of alarm system he desired. As stated in last letter, had the customer continued service with us we would have waived contract at previous location and entered into new agreement for new location.

At this time we require collection of the remaining terms of monitoring from the Alarm System Agreement signed on June 7, 2012. By signing the contract customer agreed to all clauses stated on the contract, including the term agreement of 5 years. It is the customer’s responsibility to read the contract before signing.

Sincerely,

General Manger

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On Fri, Dec 27, 2013 at 11:52 AM, [redacted] <[redacted]> wrote:

Dear [redacted],

Please add this reply to the above complaint.

I have received a reply from this inept alarm company, through Revdex.com. [redacted] writes that their sales manager tried to work with the customer to create a quote. After 7 weeks I still did not have a quote. [redacted] writes that they emailed a quote to me on April 20th. Maybe she can produce a dated copy of this fictitious quote.

I have searched and printed the results from Yahoo for USPROTECTIVE.NET, [redacted].

No quote was sent before May 28th. I have attached the copy of the e-mail with [redacted] the sales manager apologizing for the delay in getting the quote to me.

[redacted] writes that on April 19th. someone talked to me about a mysterious hidden zone expander. The sales rep did look all over the house for this box. After waiting a month and not getting a quote from US Protective, I called the company currently servicing the account, [redacted]. I also called two other companies, [redacted] and [redacted]. [redacted] could not handle the high end system that I wanted. The other two companies checked the present system and were amazed that the sales manager from US Protective was so ignorant to think that there was a hidden zone expander.

They explained that you just have to count the zones as listed on the alarm panel. They also gave me a quote for the system I wanted within a week.

[redacted] writes that on April 25th they planned to meet with a sales manager and manufacturer. I guess you can see where this is going. They just couldn't handle a system more complicated than a string and tin can. They had to check with someone else to find out what to do.

[redacted] writes that on April 20th I wanted smoke detectors added to the quote that I never received. Again, can you imagine an alarm company quoting a "high end system" and leaving out the smoke detectors.

I feel sorry for anyone who would do business with such an inept company and am happy to be serviced by a company that actually knew that smoke detectors should be included in a home alarm system.

[redacted] writes that they did everything on their end to provide me with a quote that would satisfy my needs.

I think that anyone reading the above can see that [redacted] has a real problem with facts and truth.

Can you imagine that after all of this that this so called alarm company still wants me to pay them for service at a house where I no longer live. Can you imagine a company that uses a contract that locks the customer into 5 years of payments without telling the customer that they even have a contract and there is no way to cancel the contract when you move to another location.

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Description: Security Control Equipment & System Monitors, Fire & Smoke Alarm Systems

Address: 750 W Resource Dr, Brooklyn Hts, Ohio, United States, 44131

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