Complain about a product or service

Protect America

Gordon of San Diego, CA July 20, 2009

Initial install had equipment (the remote response unit)that we could never get to work. Signed up for a three year contract. Had the system going into the 4th year and called to cancel. Was offered two months free and a rate reduction of slightly less than half of what I was paying under the full contract. Protect America made no effort to inform me that the rate reduction was available. I only found out when I requested cancellation of the service.

Even where I had met the service duration requirements of my contract, I was informed that I could only cancel at the annivessary date of the service, and that I had to submit a written request for cancellation, which had to be received in their office no less than 60 days prior to the annivessary date of the service contract.

I sent in the written request cancelling the contract. When I signed up, I paid the first month and the last month of service in advance. According to my calculations we should be even. They have billed for what they believe they should receive. I appealed to their sense of fairness as a consummer. To no avail. They need that last payment really bad. Buyer beware! You may think this firm has your protection at heart. Read the contract very carefully!

ROBERT of CURRIE, NC July 1, 2009

ProtectAmerica grabbed our money, then we never heard from them again! The hardware they provide is cheap, fault-prone, and require their customer to install it. We never received any customer service after they grabbed our money... no followup call to assure the system works, no periodic verification we were still in their system. Only if we call them is any service possible... We tried to drop their service... after several burglaries in our neighborhood, we canceled our contract early, paid them off, and switched to ADT. Know what? ADT's service is exemplary, their system works very well, the hardware and controls are first-rate. ADT is worth a few extra bucks. Their people seem to CARE, and that's important to us. ProtectAmerica's people do not care... we should have known better.

Scott of Monmouth junction, NJ July 1, 2009

I signed a three year contract with this company back in April, 2006, I still have the note from my conversation with the Sales department, they told me that after the three year contract is over, I will be billed Monthly and that I could cancel anytime after the 3 year contract is over. A Few Weeks ago I called Protect America to cancel, and to my surprise, they told me that I had to mail in a written cancelation letter 60 days prior to the end of my contract, they also told me that my contract automatically renewed for one year, All of this was new to me, It is a complete scam, I tried calling them again to cancel, I was really nice to them on the phone, and they proceeded to leave me on Hold for over an hour, after I had explained to them what I was told three years ago by one of their employees, I never signed anything, I did it all online. I tried calling the same person back and they never answered or called me back, I finally got a call from them a few days ago, and they were asking for my payment of 34, they had no record of me calling a few weeks ago.

Annette of Springfield, OH June 21, 2009

I entered into a security system agreement 3 years ago, we were never able to complete the installation of the equipment so that it worked, they would not let me out of the contract, I was told I had 30 days to decide and return the product if I was unsatisfied. Well when I tried to return the system they refused and held me to the 3 yr contract.

So this month was the 3yr anniversary, so I contacted them to cancel the account, I was then informed that I needed to send a cancellation letter no later that March 3, 2009, so they automatically renewed the account for another year. There are notes on this account, they have never done any monitoring of our house there system never was turned on, in fact it is sitting in the box that it was shipped in.

Kristina of Baltimore, MD May 19, 2009

I ordered the home alarm system in the beginning of April. From the day the ordered it, my phone began ringing off the hook from Protect America sales and install department. I got at least 4 phone calls a day from the company up until today (May 19th). I constantly tell them to stop calling me, but they say there is no record of anyone calling. I am waiting for my phone bills and I am even thinking about filing a harrassment claim against them. In addition, the system that I got was "broke" after 2 weeks of attempting to install it.

It took 3 weeks for them to send me antoher until (so over 6 weeks because it took a week for the first package to come). Not only did I get billed for the time that my system was installed, the day that I installed they informed me that they couldn't contact the police or fire department in the event that the alarm is triggered because I need a permit from the city that I live in. They told me that they "forgot" to send it to me with the original packaging and that it costs 20 per year and that they were going to mail me the form. AND- to make matters even better- the sales rep tried to upsell me and tagged on an additional 5 a month to have the monitor set up through my broadband (which it was set up through my phone anyway), and my tech said that they would refund my money.

The money was never refunded (an additional 15 to date plus the fact that I paid for almost two months of service before I had my unit installed- and even though it is installed now, the police can't even be notified!) They are still charging my card at a broadband rate. Their customer service department is very unprofessional, unfriendly, and unhelpful.

The rep that I spoke to about all of the phone calls said that she doesn't know what to tell me, she doesn't believe that they are calling me because there are no notes in the system. I am really disappointed that I did not do my research on this company before I signed at 3 year contract.

Shelly of Terry, MS May 14, 2009

In or around Sept. of last year I contacted PA(Protect America) because I was looking for a cheaper company to take over my current ADT system. I contacted them at which point I was told I could try out the system for 30 days with no obligation. After receiving my system some 10 to 12 days later and preparing to install it I then found an issue that was either caused by shipping or from there packing at which point I was told my there tech person they would ship me a new unit and have me RMA that defective unit back.

After several weeks of calling and telling there tech people the same thing over and over about the new RMA unit that I never received they keep insisting that I install the unit I had. I walked through the same process over with a different person about 9 times until it got to the point I was no longer taking calls but requesting a full refund of my money. I recently received a letter I was being turned over to a collection agency at which point I am witting you this message. I still have the original unit pulse all the upgrades I purchased with the defective unit and would like nothing more than to return it in the original package with a full refund of my money.

E. of Austin , TX May 1, 2009

I am a previous employer of Protect Amreica. A lot of people make complaints about this company which is rediculous. The number one complaint is about the auto-renewal. If you people would actually read your agreement then you would know that is does automatically renew if you dont send in your cancellation letter. You are able to send in you letter of cancellation the same day to sign your initial agreement and it will still be valid. You can send it in anywhere from the first day of your agreement and within 60 days of the 3rd year. If only people would read the agreement.

Also, as apart of your agreement you are suppose to call in MONTHLY to check your systems to make sure they are working correctly to keep your warranty valid. They could look in the history and see that you haven't called in and deny your warranty for replacement parts. I recommend everyone to call Protect America and ask for a copy of your agreement to be mailed to you so that you can read it, and to call in MONTHLY to do a test on your systems.

Again READ YOUR AGREEMENTS PEOPLE. Dont sign anything without looking over the agreement. I worked in the cancellation department and everytime I asked the customer if they read the agreement they said "No, who reads agreement?"

Isabel of Montgomery, AL April 28, 2009

In 2005 I prepaid a 3 yr contract for a security system. The equipment failed several times and new sensors were sent. They also failed. I finally gave up and last summer I called to cancel my contract and the rep told me that the cancellation penalties would be more costly than if I just let the contract run it's course.

Now it seems the contract did run its course and was expired in February. Tonight I received a call from a serv rep telling me I have a 69 balance and that my contract was NOT cancelled. It was renewed! I never received any notification from them. At first the rep told me there wasn't a supervisor I could speak to. When I went to their online chat site, the rep "Jaime" said there was a manager who would call me.

The manager, "Bradley" called and was not very helpful. He just kept saying that their contract says they renew automatically, something I don't recall seeing on their contract. I explained all the problems I had with their equipment, and told Bradley that I spoke with a rep last summer and she led me to believe my contract would just "run it's course". He said it was not enough; I was supposed to send a letter. I feel as if I was ambushed by and find the practice of auto renewal without notic somewhat questionable.

Teresa of Hurricane, WV April 18, 2009

Teresa of Hurricane WV (04/18/09)
My husband and I purchased Protect America at our residence for the discount you recieve on your homeowners insurance and of course for the protection. this was in 2006. in 2007 we sold our home purchased a new one and contacted Protect America to see hwat our obligations were. We explanined to them at that point that we were nolonger residing at the residence to which the service was provided and that we would only pay to what we were obligated.

Unfortunatley Protect America doesn't practice the fine art of logging in phone calls made by the customer. When we had ened the contractual obligations, we again called them (keep in mind that the new owner of our old home has been enjoying free service at our expense). They then proceeded to tell us that they needed written confirm ation which we provided as if this wasn't insult to injury in the first place, Protect America decided to tell us after we had sent the written confirmation that it had to be mailed in 59 days before end of contract.

I don't know how these people sleep at night. This company should be investigated by the better business bureu, these practies has to fall under some kind unlawful business tort. Only that they keep taking money that does not belong to them. Theives and knaves.

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