Protection Source

I have spoken to t

-0.2pt;">he service technician regarding this situation and he explained to me why the locks  and thermostat could not be programmed into the system while he was onsite. These devices are still programmed into the old system and until they can be removed off that system they cannot be programmed into another. We have tried to contact Ms. Chamberlin to have the tech return but we have not received a call back. Our first attempt to contact her regarding this situation was 12.19.14 to ask some questions regarding the old system and to get her scheduled for 12.22.14. Even though we were unable to reach her we still put her on schedule just in case. We again tried to call the customer on 12.22.14 before the technician going to the home but when the line went dead after what seemed to be someone answering. The technician did go out on 12.22.14 but no one was home. This situation can be resolved we just need to come back out and take care of it.

Protection Source & [redacted] Services have been trying to reach [redacted] since 10.16.14. [redacted] has not returned phone calls until his account went into collections. On 02.02.15 I sent notification to GPS (BAC Response - Called customer to schedule equipment removal. Man...

picked up and when asked for [redacted] he said  "he's not here" and before I could ask for a better time to call back he hung up. Could not schedule equipment removal. We have tried to contact [redacted] numerous times from the sales rep and our office staff. [redacted] has not made the equipment available to us so we could still hold him to the agreement. If [redacted] does not accept our calls or returns our calls by 02.06.15 he will be held to the agreement) [redacted] spoke to our collections agent on 03.26.15 and scheduled him for equipment removal on 04.01.15 (12-5) with a call en route. As long as we are able to retreive our equipment at that time we will process cancellation with no monies owed. If the equipment is not made available on that day [redacted] will be held to the original agreement for not providing us access to the equipment.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This makes it sound as if I have not talked to [redacted] 1-2 times a month since the install. And I have no missed calls or voice mails from Protection Source during this time. Why would I not allow them to get there equipment? They have my $100! 
We have now spoken and arranged the removal of there equipment but only after [redacted] gave me a name and contact. I will pull my phone records and submit them if needed to show my phone calls to them with no return calls. 
As long as all equipment is removed and money paid refunded and NOTHING apears on my credit then we can call this closed. I will pull credit on 4/2 to verify. 

Regards,

I did speak to Mr. H[redacted], but it was April 13th not the 12th.  He sent me a text that same evening 7:07p.m. to be exact and told me that he had received a copy of the police report and that he would get back to me the next day.  I never heard from him.  I sent him a text on the 18th stating, that I thought he was calling me back.  After I texted him 3 times he finally called, but I was not available.  Left no message.  We set up a time the next day 8:00 a.m.  shortly before that time he texted me that he was in a meeting and would call after.  Never called.  I texted him again on 20th, no response.  Again on the 21st at 7:28 am, heard nothing util I got a text at 4:35 am I available in 10 minutes.  I was not available as I was sitting in my Dr. office.  He texted back call to call him when available.  I was not able to get back to him yesterday,  but sent him a text 1st thing today, to please call me, I am available all day.  Again at 5:20 today.  No response!

Please see attached

I had my alarm system installed today and I am very pleased. Our technician [redacted] was extremely helpful and professional in showing my husband and I how to use our alarm. We did our research and discovered that Protection Source was the best when it came to price, equipment, services and overall value. We are very happy with our decision!

The refund for Mr. [redacted] has been processed effective 05.15.14 in the amount of $162.37. Please allow 5-7 business days for processing. A cancellation request has been submitted to the monitoring company as well and Mr. [redacted] should be refunded any monitoring charges if he had been charged....

He can follow up with the monitoring company directly regarding that refund should that be necessary.

Account Manager

Protection Source LLC

First time I have ever had a pleasant experience with an alarm company. Brett M[redacted], our installer, was absolutely fantastic. He was warm, attentive, and friendly. He made us feel like he really cared about our home being safe. He did not portray he was just in it for another install. So far we love the system and the ease of use.

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

below. I am astonished at the lies this company is "providing." My husband was home at the supposed time they came. He is off on Mondays, thus the scheduling for a Monday appointment. He clearly would have heard someone knocking at our door. I find it strange that the doorbell would not be rung, as it is clearly by my front door and lit with a bright orange light, visible at all times, why would they knock? My dogs would have been barking like crazy.  I did not receive a phone call about any arrival, of which I was told I would receive an hour prior. The alleged phone call details state a 15 minute eta was given, which is clearly not an hour. When I asked for an email, I asked for her boss' email and she proceeded to give me hers. I asked who's email she was giving me and she stated it was hers. I wanted to speak to her supervisor, not her. Why would providing me with her email help me talk to her supervisor, whom apparently is always out of town. She never told me that any one else would refer me back to her, only that she was the lead and she was the highest person I could talk to, since again, her boss, the owner of the company was out of town.  Yes,  she did offer to reschedule me, because that was the "only thing she could do," but I was not offered a Saturday install. Yes, she called me back to get a technician out "now," how convenient that it was available now, but my husband and I have full time jobs and cannot just drop everything, things like this need to be scheduled, as I thought we had done previously. How is it my fault that their company provided faulty customer service on more than one occasion? I maintained my part of the agreement and am not satisfied with the service, or lack there of that I have received. I have never been forced to keep a service I was not satisfied with and feel this service is not up to my expectations as a paying customer.  I want to terminate and I want this equipment out of my home. It does not make me feel safe, if the customer service is shady, why wouldn't the equipment and service also be shady? I called about canceling on 10/7, after I was not called back about why my appointment was not met on 10/6. The woman who answerd laughed at me, like it wasn't a big deal, which I don't appreciate. That is not my fault if they don't log their calls or provide notes that fit their mistakes.Regards,[redacted]

Mr. [redacted] was scheduled for a camera to be installed on 08.26.14 (12-5pm). Our records from our technician show that he was on site 08.26.14 @2:10pm and left at 2:25pm. The service coordinator had tried to call Mr. [redacted] but did not get a response so he tech waited 15 minutes for someone...

to show up or respond as we do for all of our calls. Mr. [redacted] was left a message to call back to reschedule his appointment. Our record notes from 09.02.14 - Mr. [redacted] called in (again - first documented call) he was angry from the beginning telling me we are breach of contract his system was not completely installed and schedule him for removal and he will not hear anything otherwise. I explained to him that he signed the agreement, scheduled the return trip and he was not home nor did he answer when we tried to contact him. He kept talking over me and would not hear anything else I had to say. Told me that he was an officer and he would make sure he did whatever was needed to cancel his agreement. He asked who he talks to above me, I tried to give him [redacted] name but he continued on ranting that there has to be someone..who ...who. I told him I would be the one who he needed to speak to and anyone else would direct him to me. He then hung up. Our office has tried to get Mr. [redacted] rescheduled a few times but he will not hear anything of it. Mr. Kimbo missed his appointment with us, he will be HTC. It is unfortunate that I have been unable to get Mr. [redacted] to reschedule his appointment, and the matter had to be take this far. But Protection Source is not in breach of contract in anyway. Mr. [redacted] missed a scheduled appointment with us to install a camera. His security equipment was installed and working at 100% and he missed his appointment not us.

I love this wonderful interactive gold service features. Very happy with the service and installation. Also the equipment they offered amazing!!!

Protection Source has come to an agreement with [redacted] regarding the security system. We sent a technician out on 03.06.15 for a service call. Service notes: Installer on site for service call. replaced zone 2 back door with a wireless contact. Installer says that all other zones had been...

replaced before and currently have wls contacts on them. Prewired system is no longer being used. No motion was installed. Customers wife did not want it and said that she was happy with just have the sensor replaced

From:    Daniel L. H[redacted], Vice President, Protection Source, LLC.                                                              ...

                                                                             To:         Revdex.com of Central, Northern and Western Arizona (Revdex.com)Subject:  Response to Revdex.com Complaint ID#: [redacted]  This letter is in response to the allegations brought forth in your communication dated April 8, 2016.  The complainant alleges the possibility of theft of (3) three earrings from her home by one of Protection Source’s employees.  I have reviewed this complaint thoroughly. On April 12, 2016, I personally spoke with the customer regarding the allegations.   I also discussed these allegations with the employee in question.  The employee completely denied taking the jewelry.  Protection Source is presently awaiting a copy of the police report as well as a meeting with the investigating officer regarding this matter.  Currently, the facts at hand do not provide any evidence corroborating the allegations.  Therefore, we will reserve any administrative or disciplinary actions until it is determined if the police are going to press charges against the employee.  We have advised the customer of our administrative policies and actions concerning this ongoing investigation.  Please know that Protection Source takes these allegations very seriously and we look forward to resolving this matter as amicably as possible.   
 
 Daniel  H[redacted]Vice President, Protection Source[redacted]

On behalf of Protection Source LLC. We sincerely apologize for the frustrations you have experienced. After reviewing the situation at hand I have found the following information……On May 10, 2015 the security system reported a Loss of RF Supervision – this is considered a malfunction of radio frequency between the wireless transmitters to the control panel. Both [redacted] and [redacted] were notified via push notification to their iPhones regarding the malfunction. The monitoring center [redacted] tried to contact [redacted] @ [redacted] & [redacted] @ [redacted] and was unsuccessful, leaving a voicemail on both numbers.A service ticket was made for a service technician to go to the home to assess the situation and fix the issue. Unfortunately Protection Source did not have a technician available until the following Monday. The service coordinator reviewed the account during the 1st scheduled appointment time and determined that a storm in the customer’s area caused the damage and possibly burned out the translator because the system itself was working but the translator that the wiring was going through was reporting a problem.A technician was scheduled for May 18, 2015. Once onsite the technician was able to determine there had been damage to the wiring to the windows in the home. Even though this is not something covered under the warranty on the customer’s account the Protection Source Coordinator approved to replace the window sensors with wireless sensors for no charge to the customer because of the wait for the service call. Tech was to return to install them.Protection Source had the technician back on site today (June 1, 2015) to install the seven wireless window sensors. Service call is complete.Guardian Protection Services has already issued the customer a credit on their account for the whole month of May to cover the time the sensors (not the system) was done. Protection Source has completed the service call for no charge for either trip or the sensors themselves. Technician onsite for the call states customer Heather is happy and satisfied with the results.If there are any further questions or concerns regarding this account please feel free to contact me.Sincely,[redacted]Account ManagerProtection Source LLC