Protect America, Inc.

Complaint: [redacted]
I am rejecting this response because: I am rejecting this response because:Is another excuse to not take responsibility for what Protect America did to me after over 6 months to fix this mess that they create and screw my credit, my phone numbers are the same and I can get massages   , now I have 2 collections accounts showing in my credit report and is going to stay in my credit report for 7 years   , at this time is to late to fix this , thanks to Protect America I cant apply for a car loan or credit card or anything that has to do whit credit , all I want is to protect America is to leave me alone and never make any deal whit then, all they care is to talk to me and see if they can get pay ,  I just don't understand why they say they have a high customer service reviews, well they  don't show that here , all they show whit me is about making a contract and make money at any cost  Regards,
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have made several attempts to work with the business. I have yet to receive any of the information that they have promised to deliver. I ask if they will confirm that they have not delivered on the promises and why I should trust that they will in the future. Have no confidence that when I ask to speak with a supervisor or manager, that that is who I end up speaking too. I printed and saved the transcript from my last chat with customer service which promised something the next day.
Regards 
[redacted]

Pursuant to the complaint filed by Mr. [redacted] Protect America, Inc. has a commitment to its customers to resolve their concerns as they may arise. In reviewing Mr. [redacted] account we’ve found the he called to cancel his service on 12/2/16. At that time he stated his system has not worked for 4 months. The representative explained to Mr. [redacted] that he agreed to test the system monthly to assure it functioned properly. The representative also explained that the equipment is under warranty and by troubleshooting with one of our technician’s, we would be able to replace the equipment that is not working. Mr. [redacted] declined the offer.  Mr. [redacted] account is set to cancel January 31, 2017, per the 30 day cancel policy. The current balance of $147.80 is valid and we ask that he contact us at [redacted] ext. [redacted] with any additional questions or concerns.

Protect America has received the rejected offer submitted by Mr. [redacted]  Protect America has handled the matter through the Division of Consumer Services.

Protect America, Inc. has received the feedback submitted by Ms. [redacted]. After review, the offline issues Ms. [redacted] has experienced are not due to the alarm system. The broadband monitoring option solely depends on the home internet connection provided by the internet service provider. We ask...

that Ms. [redacted] call us at ###-###-#### to troubleshoot the issue. Our records indicate that a cancellation representative reached out to Ms. [redacted] and left a voicemail on 11/4/15 to discuss cancellation options for her account. To discuss cancellation, that department can be reached at ###-###-#### as well.  Attached is a copy of the signed agreement.

Protect America, Inc. would like to thank Mr. [redacted] for his service and contribution to the United States Army. We regret to say that we are unable to cancel the account for Mr. [redacted] at this time. There is an obligation to the 36 month agreement that was signed on November 27, 2013. Mr....

[redacted]'s current contract is due to expire November 27, 2016. Here are the options that we have available:1. Transfer2. Pay the remaining months that are left on the contract in full

Complaint: [redacted]I am rejecting this response because:  Please See AttachmentThis response is to your report to Revdex.com:Money does not grow on trees and it is not free, so why would I want to leave one company to go to another and spend more money doing so?  I would not have taken that step to pay another company to protect my family and our belongings if no one had broken into our home.  Your company WILL not blame me or my family for lack of protection on your end.  We are not low down scandalous people trying to weasel our way through anything.  My husband and I both have degrees, have good jobs and we work hard for what we have.  We don’t have to take from anyone and we DO NOT appreciate anyone taking from us.  At the time the break-in was discovered, my husband was at work, and I had recently gotten off from work and was in route home.  My 18 year old daughter went home, discovered the break in, called me and I then called the police while I was in route to my home.  I was told by dispatch once I got home to wait on the police to get there, and I did so.  Once law enforcement and the forensics investigator left, I called your company to inquire about why I was not contacted.  When I called the alarm monitoring station on Saturday, August 15, 2015 and asked the young lady that I spoke with if she had any record for us and was told yes, two but the panel was disarmed.  I told her then there was no way as we were not home and someone broke into our home and pulled the wires out of the system.  We stayed away from my own home for seven days because we did not feel safe.  Someone broke into my home and stole from me and my family and you make such an accusation as to someone in the home disarmed the alarm.  The nerve of your company to take our faithfully made payments to leave my family and our possessions unprotected and then to turn around and try to accuse us is blatantly disrespectful and offensive.  Going through the process of filling out paperwork for the police department and for my insurance company, as well as obtaining records/documentation for them, is very time consuming, a hassle, and is not something I’ve enjoyed doing.  If you need to question my family at the homes in which we were staying, you can do so.  We have nothing to hide.  No one in my household was home at the time of the break in and we have not shared our homes alarm code with anyone; therefore no valid disarm code was entered.  The home invader PULLED the wires from the system.  The Alarm Panel along with the other pieces of equipment was mailed back to your company.  I suggest you take a good look at that panel.  Those wires weren’t cut and the alarm code was not entered.  Like I’ve stated before, I will go to court behind this matter and my family will be right there with me.  We will not stand for a company to falsely accuse us of such a crime.  I will go to the ends of the earth with you about this matter because it’s not being properly handled and your company was negligent on your part.I’ve talked to three people at Protect America; the first person was the day of the break-in to find out if activation of an alarm was received.  The young lady told me yes, two had been received, one for the motion and one for the front door.  I asked her what time this occurred and she stated 8:00 am and I said there is no way that someone broke into my home in broad daylight.  She then stated that the alarm was disarmed by the panel and I told her “no ma’am the burglar pulled the wires from the panel, we were not home.”  I was then placed on hold and when she returned her suggestion was to send out a new panel.  No apologies, no concern or compassion for what had happened.  I then asked her again what time the alarm signal was received and she did not want to further discuss that information with me.  The second person I talked to, I asked to speak to a manager and the third person was a manager named [redacted].  Ms. [redacted] only wanted to talk about me allowing them to keep protecting my home, because I’ve been with them for so long and this was the first issue I’ve had with them.  Her only concern was for me to stay with the company and keep the contract; I didn’t even receive an apology for the burglary, lack of protection or for the invasion of my privacy.  Like I stated to Ms. [redacted] over the phone and in a letter I sent to her via email, I want out of the contract with Protect America due to dereliction of service.I would also add that your company is not in good standing with your customers based on Revdex.com’s customer review summary.  I’ve seen and have gone through all 422 complaints on Revdex.com’s complaint resolution log and not one satisfied customer to back your company up.  Customer experience rated for Protect America is 90.9% negative and 86.4% of your customers is unlikely to recommend your company to others.  This information SPEAKS VOLUMES about your company and how you treat your customers.  I will by any and all means necessary discredit Protect America and warn customers & potential customers of how this company handles a break-in.A simple search of Google has turned up pages upon pages of complaints from dissatisfied customers.  There is another site [redacted] with 126 reports, as late as August 10, 2015.  Apparently your company is so popular that there is a website all about Protect America; the faulty equipment, rude representatives and horrible services at [redacted]This company is down right a scam and you are not allowed to get out of your contract.These people are a scam, if you want to keep your family safe DO NOT USE "PROTACT AMERICA" IT SHOULD SAY"SCAM AMERICA " in closing this review...if you write a review on google they delete it, if you write a review were they have control they delete it so consumers do not know the t[redacted] about their service.”Again my suggestion is that my contract be deemed null and void along with any and all fees that Protect America are trying to bill me for.Regards,[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. We reviewed the account and calls. Our policy changed to where by, we no longer take over existing hardwire systems. We offered Mr. [redacted] an option of providing new alarm system equipment with a one year extension on his...

Agreement. He accepted the offer. He called back stating that he was not happy with the aesthetics of the equipment and requested to have the account cancelled. Mr. [redacted] paid the remainder of the contract term and the account was cancelled accordingly.  We ask that he allows Protect America to assist with any further inquiries.

Protect America has received the rejected offer submitted by Mr. [redacted]. We have discussed and provided Mr. [redacted] a variety of options, of which he has declined. At this time, we are unable to reach an amicable resolution. We ask that he allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because:Attached is the bills mailed to me that this company says they never mailed to me.  Clearly they are lying.  I have a history of getting bills and then mailing a check.  I have more copies of bills mailed but I did not want to delay this reply any longer.  Again, mail me the bill and I will pay the bill if I owe it.  I have every legal right to a copy of the bill but they are refusing to mail me a copy of they bill(s).  I dispute these amounts owed under federal debt collection laws and hereby require proof by mail.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Regardless of their 30 day "policy" they still had plenty of "notice"  And why I'm expected to pay for a month's service when the equipment has been taken down I don't consider a good business practice. I consider it a rip off.  Their customer service is terrible.  I had been under contract 3 years and called to try to get a better price. After being put on hold several times,  rep wanted to transfer me to manager. I  requested they email me their best price as I was on break at work and could not stay on the phone another 20 minutes. I never heard back, if I had, I may not have looked for another company.  Also, I tried several times to cancel before I got through to someone.,The first time was on a weekend, I was on hold for 10 minutes, then transferred to a department to cancel to find out that department was closed on weekends.  The wait time was over 15 minutes when I finally got through to cancel.  Again, not good business practice.The frustration they caused me and time lost on hold trying to reach them is considerably more than the month's service I"m disputing. Terrible customer service and policies.  
Regards,
[redacted]

We have received the complaint filed Ms. [redacted] and foundthat during the initial sales call Ms. [redacted] husbands military status wasnever discussed. Ms. [redacted] agreed to the terms and conditions of the threeyear agreement term during the initial sales call.  In reviewing the recorded calls...

between Ms.[redacted] and Protect America we’ve found that Ms. [redacted] and her familyrelocated. At that time Ms. [redacted] was offered the option of $5.00 off hermonthly rate, swap equipment from sensors to glassbreak sensors (since she’s ina smaller location) or two months of monitoring at $4.99. Ms. [redacted] agreed tothe $5.00 lower monthly rate and return nine sensors for two glassbreaksensors.  Ms. [redacted] showed that she wasvery pleased with the resolution therefore we at PAI feel that have come to anamicable resolution for her. Additionally, Protect America’s military policywill apply if we are provided Orders of Deployment for the person named on theagreement.

Protect America has received the complaint submitted by Mr. [redacted]. We reviewed the account and calls. We received his 30 day written cancellation notice accordingly. We processed the cancellation of the account and we have cleared out the balance owed on the account. We ask that he allows...

Protect America to assist with any further concerns.

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 February 01, 2012...

and was recapitulated to her on January 23, 2017. We received her 30 day written cancellation notice and processed the cancellation of the account accordingly. We ask that she allows Protect America to assist with any further concerns.

Protect America has received the response submitted by Ms. [redacted]. Again, Protect America relies on customers’ written cancellation requests, rather than verbal cancellation requests. Upon review, Ms. [redacted] has been provided with cancellation protocol over multiple occasions. At this time, we find that the charges continue to be true and valid.

Complaint: [redacted]
I am rejecting this response because: There is no one that I can transfer the contract to. As well, in the 12 years that I have served in the military I have moved 4 others times and not once was I required to pay a cancelation fee for any contract from any services because the military was forcing me to move. I have not even heard of other security system companies charging cancelation fees to the military members that use their services; and there are many other members using other services at bases across the United States. Also I had originally planned to try and keep the military legal, the AUSA, the VA and other systems out of a dispute like this, but now I feel I am forced to go to them and notify our housing office headquarters so that they can warn and try to advise other Soldiers and veterans not to use the services of this company. 
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. We appreciate the opportunity to resolve his concerns. As per Protect America's Agreement terms and conditions, the term is for 36 months and a 30 day written cancel notice is required to process cancellation of the account...

at the end of the term. We reviewed the account and calls. This information was provided to him during the initial account setup dated March 03, 2011 and subsequent renewal of the agreement dated July 01, 2014. We sent a copy of his agreement to the email address on file for his further review. On August 10, 2017, Mr. [redacted] provided his written consent acknowledging that the services will be terminated on September 30, 2017 and will be responsible for any remaining balance due on the account. We ask that he allows Protect America to assist with any further concerns.

Protect America, Inc. has received the complaint filed byMs. [redacted]. In reviewing her account we have reached an amicable resolutionwith Ms. [redacted]. Ms. [redacted] has been allowed to cancel her account. Canceldate was set for 5/26/2015.

We have received the complaint filed by Mr. [redacted]. In
reviewing the [redacted] account, his agreement term date was October 24th
2014. Per Mr. [redacted] agreement we ask our customers to provide a written
notice 30 days prior to the end of the initial term or any renewal term. Protect
America, Inc....

received Mr. [redacted] cancel letter on October 24, 2014 therefore
his account is set to cancel November 30th, 2014. Additionally,
beginning June 1st, 2014 Mr. [redacted] electronic funds transfer for
the monthly monitoring rate declined. We received one payment by mail in the
amount of $39.99 on September 3, 2014. Mr. [redacted] has paid 33 payments of his
36 monthly monitoring rates leaving a balance of $119.97. Upon receipt of the
past due balance the relationship between Mr. [redacted] and Protect America, Inc.
will end.
Sincerely
[redacted]
Operations Coordinator