Protect America, Inc.

Complaint: [redacted]
I am rejecting this response because: I am rejecting this response because: all equipment was rejected and Protect America has that equipment. There is zero value or service with me or for me. I have made calls to confirm cancellation of the contract and been given messages that a person will call me back.  There is nothing in my possession of Protect America's.  This needs to be cancelled and resolved now as I have done my part and Protect America accepted all equipment back and has likely redeployed it. If they accepted the equipment back, they accepted my cancellation. Please confirm. 
Regards,
[redacted]

Protect America, Inc. has received the rejection submitted by Mr. [redacted].  While we do sympathize with Mr. [redacted] in regards to the situation, the reason his system did not communicate with the monitoring station that day wasn't due to our plans to upgrade. The reason we needed to send Mr. [redacted] a 3g module is because At&t is executing its "Sunset" initiative. With this initiative, they are slowly phasing out the 2g cellular coverage which is what Mr. [redacted]'s system was running on. The Sunset initiative will not be completed until 2017. The 2g coverage does still exist in Mr. [redacted]'s area, but it is weak signal. This is the type of issue that gets noticed and corrected early when you perform the monthly system tests. We understand that Mr. [redacted] would like to cancel service as well. It shows in the signed contract that we must receive a written cancellation notice in order to cancel. We ask that he email that notice to [redacted], then we can carry out that request.

Protect America has received the complaint submitted by Mr. [redacted]. After speaking with Mr. [redacted], our representative provided him with the options regarding cancellation while in term. Mr. [redacted] has the option to transfer his service to someone else or pre pay the remainder of the term to rid...

himself of the agreement. The transfer of service would be recommended as Mr. [redacted] wouldn't incur any further charges once completed. We have attached a copy of the renewal agreement.

Protect America, Inc. has received the feedback submitted by Ms. [redacted]. Upon reviews, our records indicate that there was no cancellation notice received until December. This serves as a 30 day notice per the policy outlined in the contract. This is why the service will run through January. Due to...

the nature of the complaint, and investigation will be done to determine if any further accommodations can be made. Attached is a copy of the agreement.

Mr. [redacted] signed our agreement on 5/27/14. That agreement made no claim that Protect America would be paying off his Montronics agreement, but did show in multiple areas that the monthly rate would be $43.99. Protect America was first made aware of Mr.[redacted] expectation that our partner would...

payoff Monitronics on 7/28/14, at which we investigated and found Mr. [redacted] claims to be true. We sent Mr. [redacted] a rate change addendum to lower his rate to $36.99 via Docusign to e-sign. Mr. [redacted] did not complete the addendum. We also were working with the partner who signed Mr. [redacted] to ensure a payoff to Monitronics occurred. We were assured it would happen by 8/29/14. Mr. [redacted] called on 10/20/14 requesting to cancel our service because the payoff hadn't yet occurred. By this time, we had terminated our relationship with that partner and issued a gift card in the amount of $444, per Mr. [redacted] advice on how much he owed to Monitronics. Presently, we believe that Protect America has done everything necessary to correct missteps of our partner and resolve Mr. [redacted] concerns. Mr. [redacted] will need to contact our 3rd party collection agency and resolve a balance accrued for not paying monthly dues since 6/4/14 before we can discuss this issue with him further.

Protect America has received the complaint submitted by Ms. [redacted] As per Protect America terms and conditions, the agreement is for 36 months and we require a 30 day written notice  postmarked no later than 30(thirty) days prior to the end of the initial term or any renewal terms. We...

received Ms. [redacted] written notice and have processed the cancellation of the account accordingly. We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because what was stated from Protect America was false.  The reason I refused to continue making payments on the account is solely because their product failed.  I made numerous calls to this company regarding the product not working whereas the door and window contact was not responding to the panel, as well as the double stick Velcro did not remain attached to the door or window and would fall off.  They would lead you to believe that their product was flawless and it was, in fact, quite the opposite and quite defective.  They are quite aware that the initial reason why payment was no longer made was because their product failed and they did not honor their service agreement.  How many others reported problems with their product and has not received a solution to resolve their problems by way of forcing them to honor their service agreement?  I am certain the numbers are quite high.This company does not honor their service agreement and REFUSE to accept the defect product back.  Once they do not honor their service agreement, therefore, leaving you no way out other than strongly stating that you will not be making any further payments for that reason.  Amazingly enough, the only thing companies have to do is submit paperwork to the government to receive relief and recoup the money they are out of because they listed the primary reason for their loss as "the customers failure to continue to pay for their product."  Unfortunately, when the customer is on the opposite side of the dispute, we submit information through the Revdex.com to dispute our fact and their falsity where as they received their funds and feel compelled to submit or sell our debt to a "third party" as Protect America stated, to receive money that they were not due nor any third party collection agency is due because their product fail.  They don't stop their because now the third party stated that their would be place a judgment against you and submit your name to the credit bureau all due to the company, Protect America's failed and faulty product that was sold. This is totally unfair, as they recouped the ENTIRE amount of the contract from the date of service, then they submitted my name to a third party collection agency out of spite to recoup more money, and place my name in the collection bureau.  But that is what money hungry companies do and this is what is allowed without proper party (government) investigating it's claim.  They rip you off by the submission of paperwork and they are still able to receive money.  How many Revdex.com reports were made against Protect America regarding their defective product?  The Revdex.com knows as well as Protect America and again I am certain the numbers are quite high.  I am again rejection their response and noting that this account remains UNRESOLVED.Regards,
[redacted]

Protect America, Inc. sends our apologies for the previous response not being suitable for Mr. [redacted]. With that said we can provide the following:Payments made19 out of 36Pay off amount $518.87Protect America, Inc. has reviewed The Patriot Act and were unable to locate mentioning of releasing members from contracts. It pertains entirely to terrorism and surveillance laws.

Complaint: [redacted]
I am rejecting this response because:
I paid Protect American $254.96 (which I still feel is unfair) but they're claiming I owed just $104.99. What was the additional $149.99 I paid for?
Regards,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:
I went through the other options given by this company VERY carefully several times. They want more money to set me up with a different system and incur more of a monthly cost. Sounds like bait and switch to me! I am not adding more money to this craziness. I was paying for a service that was not being provided and still is not. There were 2 other options provided: 1. Wi fi. And I have a small modem that is already full to capacity and is very slow. The only wifi  available in my area. And 2. Cell phone usage. My cell does not get cell service without being plugged into a wifi booster. The person I talked to called me a liar about this and said his map said I have cell service out here in the country. I do NOT! And will not be tolerated being called a liar! Nobody in our little part of Pennsylvania has cell service. The closest cell service is Uniontown, PA. It is approx. 9 miles from here and is an actual town. That's where I use my cell phone, when I am shopping or a doctor's office, not here. There is no cell reception here. I did not decline their help, they want my to pick another option that will not work here. And at an extended cost. This company needs to get it's act together. I will not be paying them for anymore fake coverage. I think this is a scam. I am not pleased about being used and that they think they can continue to charge me for something that I cannot use in my own home. I have talked to them each time they have called and it's always the exact conversation. The last person, who also called me a liar, said I was rejecting any changes. As you can see they did not offer me a realistic change. Scam artists to get my money regardless of what I say. They ad lib and write false reports. Try taping one and you will see that I am right. I want them to leave me alone.
Regards,
[redacted]

We have reviewed the call between this customer and our Sales Team. After the customer was advised of our 3 year agreement, he asked what would happen if he terminates early. Our Sales Team Member informed him that we provide options. In particular, he stated that if the customer...

sells his home, we can assist him in transferring the agreement into someone else's name. During the sales call, the customer was never advised that PAI would end his agreement within the initial 3 year term without transferring responsibility to someone else. At present, we can assist in transferring this agreement to someone else if the customer can find someone seeking to takeover the remaining 18 months. If this isn't possible, the customer can continue service until  May 2016. We can provide him a Landline Copper package at no cost if he cannot recover the previous equipment. Or if the customer prefers, he can pay the remaining 18 months now and cancel early. If none of these options suite the customer, we will be unable to amicably resolve this issue.

Protect America, Inc. has received the complaint filed by Ms. [redacted]. In reviewing her alarm event history with the Central Monitoring Station it appears that the alarm was tripped & disarmed simultaneously. Cancel/Abort signal came in first, but during same second alarm signals started coming through. CMS records also show that someone in the home was able to enter a valid disarm code. We suggest Ms. [redacted] allow us to set a delay in alarm signal transmittal.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]Im rejecting this offer due to an online communications between a technician and myself stating "upgrading for a better communication to 3G service only" also in that conversation I stated "send me the information to send the system back and I will be contacting the attorney general and the Revdex.com" I would like refunded at least 6 months.

Protect America has received the rejected response submitted by Mr. [redacted]. We have provided him with different options on resolving his issues. We have provided additional equipment and applied credits to his account as a courtesy to him. We have provided and educated him on available options to terminate the agreement to which he declined. At this time we are unable to reach an amicable solution. Mr. [redacted] stopped making payments on the accounts.  We ask that he allows Protect America to assist with further concerns.

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, it was determined that he sent the equipment back and provided his cancellation notice within the 3 day time frame, in order to avoid being charged the restocking fee. We will process the restocking fee refund...

back to his account accordingly. We ask that Mr. [redacted] allows Protect America to assist with any further concerns.

Protect America have received the complaint filed by Mrs.[redacted].  In reviewing Mrs. [redacted]’s accountwe have reached a resolution. We have tried contacting Ms. [redacted] to provide herwith a resolution. PAI request that Mrs. [redacted] provide us with proof ofresidence to the nursing home. At that time we will...

cancel the account asrequested.

We at Protect America want customers to feel that we provide exceptional value in comparison to other security companies. To keep monitoring rates low, upfront costs virtually non-existent, and a lifetime warranty on equipment, we rely heavily on customers fulfilling at-minimum the 3 year initial...

term. We want to assist [redacted] in resolving these concerns. At present, I am awaiting [redacted] to respond to a voicemail I left earlier today.

Protect America, Inc. has received the complaint submitted by Ms. [redacted]. Upon review, it is outlined in the signed contract that the customer may cancel the agreement by returning the equipment within 14 days of the initial shipment date.  Due to the nature of the complaint, an investigation...

will be done to determine if any further accommodations can be made. Attached is a copy of the signed agreement.

Mr. [redacted] signed our agreement on 2/11/13. We were first made aware of his request to cancel on 12/3/14, in response to an email he received about a past due balance. After explaining to Mr. [redacted] his cancellation options, it was understood that we would internally review his sales call for...

coaching purposes. Protect America is concerned about the potential of our staff conveying false information to customers and coaches(or possibly terminates) individuals when we find false information was provided. Mr. [redacted] did request a follow-up after we had reviewed the sales call. Our Customer Service Agent advised that in this situation, we didn't want to set the expectation that a follow-up would occur since this would be strictly for employee professional development. In reviewing Mr. Dimauro's sales call, we found that Mr. [redacted] was advised, "most of the top 10 companies offer 4 or 5 year agreements", which Protect America did believe to be an industry standard at that time. We understand that recent changes within our industry may or may not invalidate that statement now. Our Sales Agent did not say anything regarding a specific competitor.

Protect America has received the complaint submitted by Mr. [redacted].  Upon review, it is outlined in the contract that Protect America requires a 30 day written notice in order to cancel services. We have accepted this complaint as your 30 day notice and will process the cancellation of...

the account accordingly.  We ask that he allows Protect America to assist with any further concerns.