PADEN'S LAWN SERVICE

Complaint[redacted]
I am rejecting this response because:
Regards,
[redacted].  I have an apt with my lawyer 2/26/18. I will see if the contract is a legal piece of paper. I

Complaint: [redacted]
I am rejecting this response because: nothing but a argument has been processed. No resolutions no nothing 
Regards,
[redacted]

After further review of Mr. [redacted] account, we find that he has been a valued customer since November 2016 and we would love to keep his business. Mr. [redacted] is requesting to return his equipment to reduce the buyout cost and in an effort to reach an amicable resolution with him, we are able to offer him the opportunity to transfer the alarm system to someone else or buyout the remainder of the term. If he would like to discuss an early term buyout with the return of the equipment, we ask that he contact our Cancellation team at ([redacted]-[redacted]. Additionally, we have attached his agreement for you to review. Best Regard, Customer Protection

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America's contract terms and conditions, a 30 day written notice is required to process cancellation of the account. This information was provided to him when he initially set up the account in February 12, 2014...

and was recapitulated to him in February 1, 2017. We received his 30 day written notice and have processed the cancellation of the account accordingly. We ask that he allows Protect America to assist with any further inquiries.

Complaint: [redacted]
I am rejecting this response because: I contacted Protect America and asked for the cancel team. I was told that someone was assigned to my account and would contact me within 24-48 hours. I have waited and no one has contacted me. If I cannot get in touch with the company and have no proof of full cancellation, I cannot accept this response. I need someone to contact me to confirm cancellation. 
Regards,
[redacted]

Complaint: 12649884
I am rejecting this response because: Protect America’s position is exactly the issue. They have not addressed their aggressive tactics to sell me a new contract and accept my request to terminate the relationship by advising me to put the request in writing or forward an email as was finally done for my electronic signature. The representative instead called repeatedly leaving messages for me to electronically sign a new contract. Protect America must refund me for the service I did not receive. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never received any equipment from this company. I never was notified of anything shipping after placing my order. Also, the charges were for a month of service AND equipment. Both of which I never received.
Regards,
[redacted]

Thank you for allowing us the opportunity to resolve Ms. [redacted] concerns. We have completed a full account review and now have the opportunity to remedy her concerns. At this time we have removed Ms. [redacted] account from collections and will be issuing her a check in the amount of $449.90. We have provided this information to her via email and voicelmai. We ask that Ms. [redacted] please provide a valid address to allow us the opportunity to resolve her concerns.  Sincerely, Customer Protection

Protect America, Inc. has reviewed the security account of Ms. [redacted] and were not successful with finding any calls that were made on Ms. [redacted] behalf, requesting assistance with her security systems as stated. We encourage our customers to reach out at anytime when there are...

troubles experienced with their security system, to ensure functionality is up to par. Monthly system tests are recommended as well to help alleviate situations that we inform our customers. If there are problems arising with the camera's that Ms. [redacted] currently has, then we have options we can provide.There is a copy of the contract that was agreed by Ms. [redacted] that has been attached. This contract was signed March 4, 2014 with a 36 month agreement that extends out to March 4, 2017.

0427965 [redacted]/[redacted] Protect America has received the complaint submitted by Ms [redacted]. Upon review, it was determined that the customer/s had been advised of the balance due on the account, billing procedures plus of the 30 day cancel notice required to cancel...

out the account. The balance on the account stands as is. The cancellation of the account has been processed. We ask that the customer allows Protect America to assist with any further concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I received a telephone message from Protect America again acknowledging payment in full for the 36-month agreement and agreeing to both waive any and all alleged charges accrued after the contract termination of June 2015 and formally close the account as originally requested. As a result, the resolution is satisfactory to me.
Regards,
[redacted]

Thank you for allowing us the opportunity to address Mr. [redacted] concerns. We have reviewed the recorded calls and found that he contacted our office to inquire about our products and services.  Prior to Mr. [redacted] signing the agreement we went over the terms and conditions of the...

agreement with him and he acknowledged that he understood. He called on February 28, 2018, requesting to cancel service and we went over the agreement term and offered a few options. He accepted the offer of 3 months of service at $9.99. At this time, Mr. [redacted] has completed 17 months of his 36-month agreement term with 19 months remaining. This agreement will be eligible for cancellation on November 28, 2019. If he would like to discuss an early term buyout we ask that he contact our office at ([redacted]-[redacted]. Best Regards, Customer Protection

Protect America has received the complaint submitted by Ms. [redacted] As per Protect America's contract terms and conditions, a 30 day written notice is required to process cancellation of the account. This information was provided to her on the initial sales call dated August 23, 2012 and...

recapitulated to her on December 09, 2016. Ms. [redacted] stopped making payments on the account in September 2016. The account was turned over to 3rd party collections company. At this time, she would need to contact [redacted] at phone number: [redacted] for any further inquiries.

Protect America has received the complaint submitted by Mr. [redacted]. We reviewed the account and calls. As per Protect America's contract terms and conditions, the Agreement term is for 36 months. This was provided to Mr. [redacted] on the initial sales call dated 10/11/2016 and when he...

provided his electronic signature online thereafter. With regards to his alarm system concerns, we provided Mr. [redacted] various options on resolving his equipment issues and he declined them all. We ask that he allows Protect America to assist with any further concerns.

We have received Ms. [redacted] rejected response and after further review of her account, our records show that we’ve made several attempts in reaching her but have been unsuccessful. We suggest that Ms. [redacted] contact the monitoring station at ([redacted]) [redacted]-[redacted] to allow them the opportunity to provide her with the proper protocol for dispatching the authorities after an alarm sounds. Otherwise, we ask that she contact us at (800) [redacted]-[redacted] should she have any additional questions or concerns.   Sincerely,   Customer Protection

Complaint: [redacted]
I am rejecting this response because: Protect America is one of the worst companies that I have ever dealt with. I have never been treated so rudely or had the problems and issues that I have had within the short time frame that I have been with their company.  The only reason they contacted me was because I filed this complaint.  I have called them and scheduled specific times and dates for them to call me and nothing. I was left waiting by the telephone. The equipment is faulty and very cheap. While my system is finally powering on it is still showing system trouble something that Protect America has no clue about.  It is indicating that I have a low battery in my alarm system.  Why would my system indicate low battery if it’s plugged into a wall? Simply because my system is not plugged into the wall. Something that they can’t seem to understand.  I do not have a plug on my system- the system they provided and had installed for me. My camera still doesn’t work. As I have told the Protect America representative, my camera is plugged into the same place it was plugged in before. I have unplugged and re-plugged into the same location and still nothing. As I have stated this equipment is very cheap.  When speaking with the representative, he indicated that they recommend 3M adhesive strips if the Velcro is falling off… My question is why wasn’t that provided from the beginning?  Are they requesting that I purchase those to hold this faulty cheap equipment in place?   They simply want to send me additional equipment that is probably just as cheap and faulty.  Another thing that was stated was “due to us being 20 months into a 36 month term we are unable to cancel the service.” The service itself is questionable, the customer service is terrible, and equipment is faulty.  Why not cancel? This company has not provided me with the service I expected at all and it seems to be going downhill on a daily basis. At what point are they willing to cancel the service earlier than a 3 year term? I, honestly, have little to no faith in this company and I have no peace of mind as long as they are monitoring (or not monitoring) my home.  I would like for this nightmare to be over by having the remainder of my contract cancelled or either have my contract reduced.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:DENAIL OF OFFER FROM PROTECT AMERICAOn January 1st I sent out I googled Alarm Companies AND cellular. I found the below website.[redacted]I emailed all of them to get a free quote. [redacted]. ([redacted]) was the first to reply. We talked for a bit and I said I was also looking at Frontpoint and Vivint. He told me that both companies had to pay the Revdex.com to get a rating and Protect America doesn’t pay the Revdex.com so their rating is pure. So basically he slammed his competitors. I asked for a quote and I have terrible credit so they asked for a co-signer for the account. My father, [redacted] co-signed so I could sign up with Protect America. So I signed up for their plan which is a three-year contract like most alarm companies which was fine at the time. He told me that I had 14 days to try out the alarm and I could cancel if I didn’t like the system. I was not told the equipment was going to be all plastic and shoddy. Also on January 1st I got an email stating a security professional would contact me soon. On January 14th (my 14th day I could cancel by) I was contacted by [redacted]) by email. He then called when we were ready to install the system. He told me I was supposed to watch the link in the email before we started the installation process, so we hung up. My husband and I watched the Youtube.com video and followed the instructions to set up the door sensors and the motion detectors but then we got stuck. So we called [redacted] back so he could help us set up the rest of the system. The installation process did not go smoothly. [redacted] was unable to set up the mother board or the smash protectors for the sliding glass doors. He said there must be a problem with our equipment. After about 2 hours of [redacted] trying to set up the alarm system with us he became frustrated, and also became very condescending My husband and I were starving so we had to eat something. [redacted] was supposed to call up the next day to try to help install it again. The next thing I got was an email from [redacted] saying “I hope that your installation was a pleasant and successful experience and we still didn’t have our alarm set up. Instead I got an email with links to other Youtube.com videos on how to set up the equipment ourselves.On January 15th I sent an email to Eroll [redacted] (our sales rep) and [redacted] (our technician) See email titled “Very Unhappy Customer”. Neither of them replied to my email. So I called up Protect America and got [redacted]). She apologized for [redacted] behavior and that they were going to review the conversation and talk to him about the call and decide if he needed more training. [redacted] then told me she was going to have to send me a chip and then an actual personal installer would come out and finish installing our system.The chip arrived and I emailed [redacted] that I got the chip on February 2nd – no response to that email. I sent her an email on February 3rd – no response. On February 4th I sent her an email – no response. So I called back Protect America and demanded to speak to a supervisor. The person on the phone said [redacted] supervisor wasn’t available so I demanded to speak to any supervisor that was available.I was transferred to a [redacted] who was the billing manager, and he went to the installation department and got me scheduled for an installation by a real person. So [redacted] showed up at my door on February 5th. He was very nice and patient. However, it took him 2 ½ hours to install the rest of the system, and there were a couple of glitches. So, I emailed [redacted] that I needed a new battery for the mother board and asked him it if he could make sure it was sent out. Also, I was given a camera in my installation package which I didn’t want. So I asked him how to send back the old chip and camera. [redacted] said he would make sure that I got the battery as soon as possible along with a pre-paid label to send back the equipment and chip. I just got a box from Protect America yesterday February 16th which I haven’t opened but there should be a battery and pre-paid label in the box. I don’t know why it took so long to get the package. I requested it on February 5th and didn’t receive it until the 16th. I then emailed [redacted] on the 10th of February that we were having problems with the alarm system. When you set the alarm it beeps very loudly for 45 seconds. The motherboard is in our kitchen which is far away from our bedroom, but it was loud enough to wake me up two days in a row when my husband set it before he went to work. He gets up at 4am and leaves the house at 5am so I was woken up twice due to the beeping of the alarm. I asked if there was any way the volume could be turned down or off so I could sleep past the time my husband went to work – no response to that email. I then sent him an email on February 11th with another problem. The mini boards are installed by the front door and the door to the garage. Every time we open it up to set the alarm or disarm the alarm the mini board keeps falling out of the bracket – no response to that email either. On February 15th an email was sent to me with my father’s name on it thanking me for my patience and they would give me a one-month credit to my bill. I forgot to mention that [redacted] did finally call me back the same day I reached [redacted]. She had given me her email as she said that was the fastest way to get a hold of her. She forgot to mention she was going on vacation and I wouldn’t be able to get a hold of her. My Irish temper was through the roof at this point so I told her she was inept. She told me that Protect America was going to have to pay $400 for actual person to come out and install our equipment. At that point I didn’t care how much it was going to cost the company because my system was not set up and they should not be complaining about $400.Yesterday on the 16th I got another email from Protect America via email stating that they were giving me another one-month credit. The same thing they said they would give me through my Revdex.com complaint.I also found it very frustrating that each person gave me their extensions however, when you call the main number there is no option to put in someone’s extension number. You get a customer service representative that says they cannot connect you with a specific extension number. I couldn’t understand then why everyone I talked to gave me an extension number. I have had nothing but problems with this system since I got it. The sales representative lied, the over the phone installer couldn’t get the system installed, [redacted] was inept, and [redacted] didn’t respond to emails. I believe Protect America is guilty of false advertising, and taking advantage of a disabled person, a complicated installation process, horrible customer services and sales deception, etc.Here is what I’m asking for: I want out of the three-year contract I want a prepaid label sent to me so I can return all this equipment I want any monitoring fees refunded to me. Please see attachments. One contains all the email correspondence. The other attachments are pictures of the plastic equipment.Sincerely,[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: at no point during my phone conversations with the representative who asked me not to cancel did he say that my account couldn't be put on hold unless I signed a new contract.  He did discuss a new contract with me, and I told him I was hesitant to sign one until after my remodel when I could ensure the new equipment he discussed with me would be compatible with my new windows.  Had he explained to me that my account could not be placed on hold without a new contract, I would have again requested to cancel my service.  
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  The cancellation department cannot do anything for me, however I was emailed a copy of the contract.  They only want to talk about still holding the customer to the contract and continue to ask how they can protect your family.  They clearly cannot protect anyone's family as they have proven to me and so many other customers.  I will say Jonathan in the cancellation department was the nicest person I've talked to during this whole ordeal because he at least apologized for what happened and for the accusation from whomever is responding to these complaints.  Based on the monitoring agreement in 8.2 the monitoring facility did not notify me by telephone or the proper authorities named in customer's contact information.  Again, as I have stated time and time again, I want out of the contract due to dereliction of service as well as for the false accusations of accusing my family.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: I do not want the system anymore. I do not trust Protect America to protect me or my family. Please allow me to cancel my service immediately. It is unfair to allow someone to cancel service with you.
Regards,
[redacted]