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Protect America


Country United States
State Alabama
City Austin
Address 3800 Quick Hill Rd unit 1-100
Phone 800-951-5111

Protect America Reviews

  • Dec 1, 2020

March 7,2020

RE: Cancellation of service

On May 15 2018 I emailed Protect America and got operater Miranda, and call back ticket # 852823, at that time I told her to cancel the service and that the other alarm company was here and starting to install the new system. She asked for Verification who I was and what was my address and verbal password. As you can see on the copy of the email I gave this to her. At that time she told me that I still had until July 25 2019 to complete the contract and I told her that I would pay that until completed. At no time did she tell me that I would have to send a letter to the company in all cases that I have delt with and email in writing was considered notification in writing.

I asked her how to completely disharm the system and she instructed me on how to do this she also said that I would get a call back which I never got from the company.

At this time I felt that the contract was canceled and all I would have to do is pay out the contract but now I find they have charged me for 5 month beyond the contract and they are refusing to refund the $328.93 since they require a 20 day notice, I cancelled this contract on July 25 2019 that gave them plenty of time to do their paperwork. I think that the charges they have made on my credit card is now fraud and that it should be refunded.

Calling them and talking to them is near to impossible since your are put on terminal hold for and hour or more I refuse to do this my time is more important then to put up with poor customer service and plain disreguard for their customers.

Do not get involved with this company very poor customer service, put on hold then hung up on, plus equipment is very cheaply made. I even sent a Certified letter to the CEO Scott Fleming and he didn’t even have the courtsey to respond.

Regards

Donald

  • Oct 2, 2018

I order an alarm system over 2 years ago, and I never received the alarm. After they billed me I contacted them to let them know I had not received the alarm, they said they would send a replacement out. They billed my card for 2 more months and I had still not received the alarm. I called to request a refund for the 3 months billed since I had never received or installed or activated the alarm system. I was told they would issue a refund however next month I was billed again. I called again and stated that I still had no alarm and was still being billed I was told they could not cancel my service because I was under contract for an alarm never received or activated.

They offered to send out yet another alarm, I told them I did not want an alarm being monitor by a company that was obviously not competent. I ended the call after being transferred several times by people trying to convince me to give them another chance but I had decided to get a local alarm service that was more money per month but more reliable. They continue to bill my credit card for almost 2 years and to call and harass me non stop several times a week. One of my friends mention I could get my credit card company to block the monthly charges which I did in August. They are not threatening collections, and still calling non stop after being asked repeatedly to stop calling. I have asked for a copy of the signed contract and have not received it.

  • Jul 7, 2018

My contract with this company has been over for a year now yet I still can't get them to cancel my service. They make it extremely difficult to cancel and pressure you to keep your service by offering incentives and discount but don't tell you it all hinges on your entering into a new contract with them. A Cancelation email can't be signed or even seen until you pay the bill they keep sending while your tring to cancel. It insane and the worst company I have ever dealt with. I'm at the point where I may have to pay my attorney involved to get these guys out of my bank account. I have disputes with payments they have already taken from my account and I'll be damned if I'm gonna pay the bill before I can cancel. I have not used the system for months upon months and they are aware that I moved out of state to take care of my mother. No I don't want to transfer my system to anyone else or use it in our new location. I just want to CANCEL the service. Is this type of crap legal?

  • Sep 18, 2017

Signed up with protect america August 1st, 2017 and was told we would get the next month free (September) and the billing would not start until the unit was installed. We had an installation phone appointment august 15that 1200 and they never called. We sent the system back but Protect America debited my account for the entire month of august and deducted for the free month which was to be September. After several phone calls to them we received a voicemail that said they would credit me the September payment which should not have been charged to my account when we INSTALL the system. TOTAL RIPOFF

  • Aug 21, 2017

Protect America is now harassing me over non-payment of their "contract". I've gotten daily e-mails, including a collection call. I'm sure more is to follow.

PA took over a 20-year-old ADEMCO system installed in 1998 by ADT. It worked out OK for about 5 years. Then a little over a year ago PA advised me that the 2G coverage in my area was ending, they were sending me a new 3G modem, etc. etc.

So the 3G device arrives, I install it, and the system has not worked since. I logged 6 calls over the next several months with their support. No one could help me set it up, no one suggested an alternate course of action, no one could help get it working. They did, happily of course, keep billing me monthly.

After a year of the system not working, I'd had enough. I paid out about a grand for a SimpliSafe system (which I think is great) and did what PA did to me, which was leave me for dead. No call to them to cancel, I'm just going to let them charge me off.

And that's all these useless as-holes can do! Send blah-blah letters, make blah-blah calls, and lift their legs and fart. I'm mid-50s, don't really need credit anymore, so they can go ahead and wang away on the old credit report if they want. Should I have called to "cancel" my "contract"? Maybe, but having read of other's experiences with this lousy outfit, it sounds like it would have been a waste of time anyway.

Go with SimpliSafe or some other non-contract outfit where you put the system in yourself, and if you decide to quit monitoring it, quit paying the bill and that's that. One of these days the 1950s will land on jerkoff outfits like ADT and Protect America and demand their service contracts back. Can't happen fast enough.

  • Jan 23, 2017

Even though I'm on the National Do Not Call list and have never had any previous contact with these idiots, they have been calling me at least twice a day for the last week, total of 21 calls. I twice called them back, and both times they promised to remove me from their crap call list. Both times they lied.

  • Dec 21, 2016

Protect America is the WORST home protection company on the market. I moved from ADT to them one year ago, almost to the month. I have started the cancellation process due to horrible equipment. It is falling off the wall (motion sensor) and off the window frames. They want you to drill holes all over your home and even when you tell them that the equipment won't work on a sliding glass wall they ignore you and continue on like they are deaf. I sent them a cancellation notice and immediately started receiving calls to "fix" the problem units. I kept repeating tonyhe sales lady that no I'm not drilling holes into my window frame or walls. She even suggested moving the motion sensor to a different place - uh hello, they don't even understand how their own stuff works. I explains (again) that I had an open floor plan and it covered all the entrances (or was supposed to if it actually stayed where it belonged). I have sliding glass doors that can be pushed back into the walls. Their stupid system doesn't work because it is too fat. I told them this when I received it and was setting it up. Their response- or just take them down. Right they are six feet up. Now they are coming undone too. Then of course the last resort, after I told them no, to just cancel the account is that I signed a 36 month contract. I did. But guess what? It also means they entered into a 36 month agreement to provided services to ME!!! AND contrary to what is written, their agents (which were recorded) promised certain things and THOSE promises add to the warranties within the contract. Further, reading their contract (yes I kept mine and highlighted it - comes from being in law) they have tried to make it like they don't have to provide anything and aren't responsible for anything that goes wrong. And if they are found liable a person can only collect 36 months of compensation. Well you can't contract the legalities of what a Plaintiff is awarded in the first place. And secondly, with the type of business practices they are pulling they are; if not outright breaking the law, skirting pretty close to doing so. I WILL be filing a complaint with the BBB and likely a court case.

  • Oct 21, 2016

I originally talked to Protect America to get security for my house. I told them up front that I was considering selling my house and that I was not sure I could agree to a 2 year commitment, because I wanted to move into a rental house to get one built as I was somewhat in the early planning stages of this. They told me on the phone no problem, if that happens just call us and we will put your contract on pause and you can pick it up where you left off.

I agreed with them and asked them to send me a contract. They sent me one I looked it over but no where did it state that promise in the contract. I called them back and told them I could not sign the contract becasue it did not have the clause they promised. So on April 15, 2015 Mrs. Jacqueline Hoard from Protect America Sent me an attached clause to our agreed upon contract in the Subject Area: ATTACHED TO ID NUMBER 2037434 : PROTECT AMERICA AGREEMENT AMMENDMENT The body of the text was the clause: it states, "In the event that you move and are transitioning to another property Protect America, Inc.

does have program which allows you to place the agreement on hold with the ability to pick up where you left off once in the new property. There is an exception in place should this occur signed Thank you Jackie Hoard

I went ahead with the contract set up payment automatically to come out of my bank account and bought all the expensive equipment it was shipped to me and I installed it myself. A few months later I put my house on the market and sold it in OCT. I called Protect America to inform them I needed to put my contract on pause starting in Nov 2015.

Around Dec 15 /Jan 2016 time frame, I get a call from Protect America inquirinng about payment their monitoring services. I explained it was on pause in accourdance with out contract. The Customer representative said we dont do contracts like that and wanted me to send the email to them. I forwarded this email to them.

I get another call informing me that I have to pay them a small monthly charge to put the program on pause. I told them there was never any agreement anywhere that stipulated I had to make any kind of payment to put it on pause. I further told them that they could not arbitratirly change the terms of my contract. I told them that any attempt to bill me any extra charge or send me emails and or phone calls related to that would in fact breech our contract.

Skip forward a couple of months. My wife generally pays all our bills and thought nothing of this $4.95 charge (I think) going to them. She never mentioned to me she had paid it as it automatically was coming out of my account. I had an unfortunite incident where someone from France wanted to fradulently charge my bank card. The bank froze my card and issued me a new one.

Prime America Called me again and I answered the phone this time it was from Judy jadeurdy protectamerica she wanted to send me another contract to get things back on track. I asked her to send me the same contract with all the details and I would at least consider it, once I got into my new house. Judy instead tried to send me a whole new contract with different terms. This really irritated me.

on June 13, 2016, I sent back the following reply: Once again I am very disappointed in Protect America. I have read through the document you sent me. It is not the same document, I originally agreed to, nor does it have the original terms in the original contract that I agreed too.. I entertained the idea, that you would send me the original contract along with the clauses I had agreed to as we discussed on the phone. I also expected to see a contract that would pick up from where we left off when we sold our house as originally agreed upon. It should have show the months already paid on the original agreement, as we discussed. Protect America, did not honor what we discussed on the phone nor what we originally agreed too in the original contract. You are officially on notice that Protect America has violated the terms of my original contract when they arbitrarily decided to change the terms of our contract that was not agreed to by both parties. Prime America did not specify a unilateral right to do so and have violated the contract. At this time you are in breech of your contract with me. I will be contacting my attorney Mr. Jack Duke in this matter. I have no interest in sighing the new contract that you sent to me. It basically is completely new contract and it does not have the terms of the old contract. I am not interesting in signing a new contract, as you have specified. This contract is officially in dispute. Pease let me know the name of your attorney so that Jack can get in touch with him or her. Until we have resolved this through our attorneys please suspend this account.

I get a calll from Prime America on October 09, 2016, from a customer Representive. I dont know why, but I answered it. Obviously the customer representaive could not handle my issue. She put me in touch with Mr. David Macias saying they had not recieved a payment ($4.95 I think) for putting the program on pause. I once again told them we had no such agreement for 4.95 and that I had no terms at all from a contract perspective that discussed any fee for allowing me to put this program on pause. I also informed that at that they were in fact in breech of our contract. They unilaterially modified a contract and made terms that both parties did not agree to in writting contractually. Mr. Macias promised me if I sent him the clauses as I have before, he would get this rectified. I contiue to get calls and emails on this. At this time I feel as though I am being harassed and am considering taking further legal actions. Needless to say I am very unhaappy as I continue to get calls and emails on this.

  • Jun 17, 2016

My alarm box went off line due to a PGE problem on March 31, 2016. I contacted Protect America the next day, April 1, and told them that I was canceling my service due to the fact that Protect America didn't inform me that my box was non-operable. I sent probably 10 emails in regard to this, but PA kept insisting that I still owed them a monitoring charge of $29.95 for the month of April. I was later contacted by a manager there who told me that due the matter was closed, and that I wouldn't be responsible for any further billing from PA. So, when I got a statement indicating that I still owed $29.95 for the month of April, I was extremely irate. I just spoke with Damon, the billing manager ( who should lose his job for providing such poor service on accounts) who has now told me that if I failed to pay the $29.95 fee for April, my account would be sent in for collection at the end of the month.

I have paid every dime for monitoring of my alarm box since getting it close to 10 years ago. Even though my house was brokene into dozens of times while I had a monitored alarm, I still kept payments current. I am a disabled woman who is living on a very small amount of money, and the amount and type of harassment I have received at the hands of Protect America constitutes extreme harassment, especially since I was told verbally that I wouldn't be responsible for any further payment to PA. I told Damon that I would be happy to file a harassment suit against them for trying to bill me for services that were not being rendered on equipment that was non-operable. I should also mention that no one at PA attempted to trouble shoot my system to see if they could get it back online.

Long story short, the smartest thing PA should do is simply credit the $29.95 for April, when my equipment stopped working. That would be the prudent thing to do rather than causing me to file suit against them for harassment, which I plan to do if this is not resolved to my satisfaction. I am now requesting, again, that I be credited for the $29.95 PA is still attempting to get from me through the extortion of damaging my credit if I don't pay for something that was nonfunctioning and not being monitored, which is what I was being billed for.

My account was paid for by automatic deductions through my bank account at Chase Bank. It was always honored, until this incident occurred at which time I had the bank stop payment for any charges requested by Protect America.

  • May 16, 2016

I signed a 36 month contract with Protect America. 6 weeks prior to it's ending, I called to make sure it would be cancelled and was told it would be. I then was billed for period 37. I called and was told you had to email [email protected]. I did that. They are now billing for periods 37 and 38.

PROTECT yourself from Protect America. They are like the ones they claim to protect you from.

  • Mar 12, 2016

There was a knock at my door I opened the door and saw a police officer and four other units rolling up to my house. The policeman calls me out of my house and asks me what was going on. I told the officer that it was a faulty alarm system and that I had called the monitor center and told them it was a false alarm.

Then a few minutes later there was another knock at my door. It was the fire department. They had been told it was a carbon monoxide detector had gone off. Now if this had happened once it would be forgivable, however, this has happened many times before where the police or fire department have showed up at my house.

One time about 6:30 am. I appreciate those who serve and do not think an alarm company should be allowed to waste public dollars.

Later that afternoon the motion detector triggered again and sent the Fire department out for a 2nd time on in a day--- so three times the police or fire depts. Came to my house.

When this event took place on 3/03/2016, I had just come into my house after bring home a keyboard I had let someone borrow. As I was placing the keyboard in the basement, the motion detector set off the alarm. The monitor station for my system misread the alarm as a carbon monoxide detector. I told them on the phone that it was a motion detector. And you know the rest of the story. -- (update) After spending 4 hours on the phone with Protect America on 3-03-2016 - the we had another false alarm.

This has been going on since 10/2013. Over 2 years of Hassel and lack of security for my family.

When we first bought the system, they sent it to us, for us to install.

This is a very time-consuming process, on the on the phone for hours programming each piece into the system. The system continually had false alarms and system issues. Each time there was a problem I had to be on the phone several hours to resolve it. This did not happen once, twice or three times but so many I cannot recall. After replacing the main panel and many sensors about 3 or 4 times within the first several months, I asked to cancel the service, they said they would send a technician, and if I had any more issues they would allow me to cancel service. (this was a lie after the police and fire showed up I immediately called to cancel, and they would not keep their word).

The Technician

The technician came worked on the panel, and things were fine for a few months, and then it started having problems with registering sensors and false alarms again. So after so many panels (possible 6-8 panels or more and hours and hours of time on the phone trying to program the system) I decided to cancel my contract. The lady on the phone would not cancel my contract because I had not talked to a tier 2 technician. She said they knew more than all the other technicians. Now I had been dealing Protect America with since 2013, AND JUST NOW they want me to talk with someone who can fix it.

I was with another alarm company for 12 years and had little to no issues.

In my opinion, If you want your family to wake up in the middle of the night with the police or firemen at your door, then choose Protect America. If you want your door sensors, fire detectors or carbon-mono-oxide detectors not to work then, choose Protect America.

In my opinion, Protect America has deceptive sleight of hand methods to try and force you to stay with them and not provide safety nor security for my family. They have not provided close to any expectation of services rendered for what my family has paid and endured. We paid extra to have a quality system installed and did not receive it. We were promised safety and security which they have not provided.

  • Feb 1, 2016

Jonathan Redondo Beach, CA I had 2 false alarms just 2 months after purchasing this system. After the 2 false alarm incidents occurred, I ended up paying the fine which this company did very little to resolve me problem. After requesting for service technician, this company was unable to provide. They stated there are additional charges for service technicians. This is do to the fact that they don't have service technicians. I ask for the contract. However, it took a week only by e-mail and through mail. The contract was an e-sign which they don’t send a congratulations or confirmation number. All they do is type your name which it should be hand written signature that should only be valid. This is obvious it’s a scam. A letter of complaint to licensing of state of Texas and consumer affairs almost a year ago.

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