Protect America

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Protect America Poor Equipment, Poor Product Support, Poor Customer Service and Managers
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Rating: 1/51
AUSTIN, CALIFORNIA -- So extremely disappointed with this security company. If I don’t already have this equipment and wasn't locked in for 3 yrs., I would ditch them in a heartbeat. I thought they had the best deal with not having to buy the equipment up front, but after finding a lot of their sensors faulty...the deal was more trouble for us than going with a more reputable and higher priced company like ADT. In the third month of having their system, unknown to us one of the door sensors was not working properly and we were burglarized. We spent another $950 in more breakage...more sensors...more motion detectors...and still we get false alarms and often required police officers to visit our home. One of the faulty equipment was one of the glass breakage sensors. It would give us false alarms. When the security dispatchers called we had asked which one was being set off...she said "uh, I can't tell which room, it just says one of the glass breakage sensor". I went into the website to see if I can view anything from the camera…and of course there was no connection (which by the way this happens OFTEN and the security company had told me it was my router!!...I have the highest speed available for home use by Verizon….the next level up would be a T1 connection which you normally use in offices with over 35 staff members).

I work an hour away and each time I get these alarms I would have to rush home to meet with police officers. Most often there were no glass broken, no burglary other than the first one...thank goodness. Can you believe Protect America said it was my dog barking that causes it to go off!!! If that was the case, the sensor would be setting off every day, numerous times. Every time we have to get on the phone to speak to customer service, it is ALWAYS an hour long call and then later we learn that everything we had customized and set up online in their website they reset to factory settings!!! After spending so much money on their system and the many hours on the phone, WE STILL DO NOT FEEL SAFE IN OR AWAY FROM OUR HOME. We have to tell our neighbors when we go out of town to keep an eye on suspicious activity...we have to hire a house sitter...we have to notify police to check on our home...all this because Protect America is UNRELIABLE.

I recently got a sales email from Protect America with an offer for a FREE camera. We have one camera with them and I’m starting to think it’s as useless as the rest of the equipment because it only records 30 seconds (if at all) after an alarm was set off and plus the connection is intermittent so even trying to view remotely is ridiculous. (Don’t get me started on my attempt for them to fix this while on one of our 1 hour sessions on the phone.) I wanted to get an additional camera for the area where the faulty sensors were in (they will claim from their end they do not see it faulty and all systems are working correctly…but notice the key words in that sentence, “...from their end...” They told me the free camera was only for new customers. The sales representative would not budge on offering the same deal to me (why should they....they already made me sign in blood for three years). I spoke to a manager and he said…and I kid you now when I quote him… "So what I'm hearing is that you are complaining just so you can have a free camera?”

I was floored! Wait...I was burglarized because of product didn’t work...I bought close to $1000 more stuff from them because I thought I didn't have enough protection (and later found out it was their product that was the problem)....then I have to deal with their phone apps not connecting properly and cannot do anything remotely by phone....then their website, don't get me started on how often it doesn't work….and now I have one of their supervisors accusing me of wanting a freebie when they are the one who sent me an email with a FREE CAMERA promo?!!!? I CAN'T WAIT TO GET OUT OF THIS CONTRACT!! So if you think you are getting a good deal...YOU ARE NOT! Go with ADT...a better investment...better customer service...and you have PEACE OF MIND! I have called, emailed the presidents, went on line to “chat” with someone to get some help in finding a remedy for this. NO RESPONSE!
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Contract Scam
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ROUND ROCK, TEXAS -- Buyer beware! This company has you sign a 2 year contract and then without your knowledge there is a yearly automatic renewal. You are required to provide them in writing 60 days before the unauthorized automatic renewal goes into effect, to cancel, otherwise you have to pay another years worth of service that you may not even be using. I have been with this company for three years and tried to cancel, they told me sorry you can not cancel and you have to continue paying your monthly fee or you can buyout your contract (which has already expired) for half the cost of the one year monthly fees. I wonder what would happened if you did not pay.
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jktshff1 on 09/29/2010:
From their web site, clearly stated is what the conditions are. Kind of simple. If you do not pay them, I would imagine it would be turned over to a collection agency, sorry and good luck.
"The initial term of this agreement shall be 3 years, commencing on the date product is delivered to Customer. Agreement will automatically continue for successive one-year renewal terms, as allowed by law, unless PAI receives a written notice of cancellation from customer via U.S. Mail or overnight mail postmarked at least sixty (60) days prior to the end of the initial term or any subsequent renewal term. Customer may be required to show proof of delivery."
tnchuck100 on 09/29/2010:
Yup, jkt, it's pretty clear. They are absolutely lining the unsuspecting customer to trip and fall. They have there bases covered. Sleazy but legal.

What does the picture have to do with the review?
Starlord on 09/29/2010:
Read the contract. You will find the clause that contains the appropriate legalesestating what you have said. You were not hit with this by surprise, you did not read the contract. If that picture is you, thank you for your service.
MRM on 09/29/2010:
Thank you for serving and protecting our country! HOORAH!
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Protect America provide anything BUT a sense of security
Posted by on
ROUND ROCK,, TEXAS -- I also had a security monitoring contract with Protect America, and I completely agree that they are scam artists. During the term of my contract, I had one false alarm after another due to faulty equipment. One time the police came sneaking around to my back yard. My son and I were outside working on the pool. The officer told me they had received a silent alarm triggered by the panic button. I explained that this was impossible because no one was home but the two of us and we had been outside the whole morning. Every time our local police respond to a false alarm it costs the homeowner $50 regardless of whether it if faulty equipment or human error. I called Protect America and told them I did not wish to renew my contract which was about to expire. The agent told me I had to cancel in writing 60 days prior to the end of the contract and since time was now, I should cancel via email right away. I did as instructed, and proceeded to ride out the last two months of my contract. The company even acknowledged my cancellation via email reply.
The few months that followed my cancellation date I noticed that I was still being charged the monthly rate which was being deducted from my checking account. I called them up immediately and they proceeded to tell me that my cancellation wouldn't be effective for another year because they received my cancellation one day too late. I explained I spoke with an agent who told me to cancel via email and they said it did not matter. I was locked into paying for the service for another year. I told them the equipment was defective and they graciously offered to send me a new system but I would be locked into another 2-3 years. So, for a whole year more, I was forced to pay for a service that was not even hooked up. This company does not deserve a positive rating with the Better Business Bureau.
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tnchuck100 on 02/23/2011:
If you had taken them to court you would have a fairly good chance of winning. Companies like this will intimidate a customer with all sorts of shady claims to extort money from you. You let them win too easily.

Lesson here is NEVER give any company direct access to you checking account. As you found out they consider it their "watering hole" for as long as they possibly can.
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Service Cancellation Scam!
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RHODE ISLAND -- This company has a nice scam going! They offer you equipment at no charge, if you agree to a 3 year contract. The salesperson tells you that you can cancel after 3 years, and the equipment is yours. I've been a loyal customer of Protect America for over 5 years.

When you agree to the contractual obligation, there is no mention of a renewal clause, which is automatic and clandestine, for 1 year periods at a time at the end of the initial 3 year contract. To cancel this service you must send in writing or email a cancellation at least 60 days before the contract expires. If you cancel 59 days before the expiration, they tell you that you are responsible and will be billed for another year. Keep in mind that you must be able to prove to them that they received a written cancellation note, which means a certified letter or the like.

THIS IS A TRUE SCAM. I really think the company is not in the alarm monitoring business as much as it is in the extortion business. I really feel sorry for the senior citizens who want alarms in their houses, and may be shammed by Protect America.

The fact that this company, who uses our great nations name in its own, would bully honest hard working people into paying for their service sighting a small clause that they didn't initially discuss and after the initial 3 year contractual commitment is met, is truly appalling! Especially when you consider the dire economical situation this country is in with hundreds of families losing their income and homes every day.

This type of auto-renewal policy has been deemed illegal in many states like New York (see ADT's settlement with its NY contract holder), and it is only a matter of time until other states adopt similar policies.
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Protect America - Consumer Beware
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CINCINNATI, OHIO -- This company has a nice little scam going--they offer you equipment at no charge, and you agree to a 2 year contract. The salesperson tells you that you can cancel after 2 years, and the equipment is yours. Please note, Protect America puts a code in the GE system deeming the system worthless should you go to another provider. They don't tell you this.

In addition, there is no mention of a renewal clause, which is automatic and clandestine, for 2 year periods at a time. To cancel this service you must send in writing a cancellation 60 days before the contract expires. If you cancel 59 days before the expiration, they tell you that you are responsible for another 1 or 2 years. Keep in mind, that you must be able to prove to them that they received a written cancellation note, which means a certified letter or the like.

To make matters worst, they coerce you into automatic withdrawal from a credit card or checking account, and they refuse to stop debiting this account, even after you revoke authorization. The only way to stop the withdrawals is to close the bank account or credit card account. Keep in mind that this type of auto-renewal policy has been deemed illegal in many states like New York (see ADT's settlement with its NY contract holder), and it is only a matter of time until other states adopt similar policies.

THIS IS A TRUE SCAM. I really think the company is not in the alarm monitoring business as much as it is in the extortion business. I encourage consumers to do their research online. There are countless others that have fallen victim to this company.
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Poor Customer Service From Protect America
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Protect America, Inc.
5100 North 1H-35 Suite B
Round Rock, TX 78681

This has been the absolute worst customer service experience that I have ever experienced with a company in my life. Each contact with your company was more frustrating that the previous one:

1. The incompetence of the handing of the break-in of my home in October 2005. (Your inexperienced operators sent the police to the wrong address)
Consequently my home was robbed and I lost $1000’s of dollars in damages and stolen items
2. The system has never worked since October 2005
3. Repeated contacts with your customer service department only compounded the problems.
a. They replaced equipment that was complicated and I could never activate
b. When I was told the equipment was malfunctioning and didn’t work for weeks I was told I could not be compensated
c. The order to replace the equipment was misplaced and no one knew why and I couldn’t be compensated
d. I asked for the name of the “President” of the company and I was told that he didn’t’ know his name.

I was told after my stolen credit card was cancelled that I could not pay by check and was verbally abused and screamed at by your customer service rep because I wanted to pay by check.

There has not been one positive aspect of your service or the poor quality of the functionality of the product that you provided.

This truly has been a horrific experience and I hope no one else has to experience the poor inept service that I have received for the past three years. As a senior citizen on a fixed income I have given you $24.95 a month for three years for absolutely nothing but frustration, inoperable equipment but most inexcusable has been the “CARE-LESS” attitude and poor customer service.

One Very Unsatisfied Customer,
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DigitalCommando on 06/11/2008:
Wow, with a name like Protect America, I would think that they have installed sensors across the entire border and you would have to disarm a keypad at the border to be able to get in to the country without setting off the alarm. There is a flaw in the system however as the mexicans got the code somehow.
Simbabe54 on 06/11/2008:
I would strongly suggest you contact an attorney,I think you might need one at this point.Good luck and I hope things work out for you!
Anonymous on 06/11/2008:
There is old case law related to burglar alarms which says, the seller and/or manufacturer is not responsible for consequential damages/losses if the alarm does not avert a burglary. Not much incentive for alarm companies to improve services.
madconsumer on 06/11/2008:
is this really a 3 year old complaint? or did I missing something here?
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Protect America has made my life a lot less stressful!
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DETROIT, ILLINOIS -- Protect America has made my life a lot less stressful! I am a mother to 4 children (all under 10 years old). Last month, we had a break-in and it was the most horrifying thing I have ever experienced. My husband is an accountant and was working late the night it happened. Around 2am I heard the downstairs window smash and the front door open. I was so scared! The robbers managed to grab our TV and half the sound system before they noticed me dialing the police. One of them came over and threw me on the floor and pulled our phone out of the wall! I thought they were going to kill my children, but luckily they ran out after that. My husband and I called around to a few security companies and found that Protect America not only offered a free system, but they also had the lowest monitoring rate. We’ve had it for about 2 weeks now, and there have been no problems. I feel so much safer! While we were trying to find a system, I couldn’t even walk to the washroom in the middle of the night.

Now that we have a system, I KNOW there is no one in my house except my family. Protect America was very helpful in getting us set up with the equipment we needed.
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Starlord on 12/28/2008:
I can identify with your post, but I must tell you that alarm systems and 911 provide a false sense of security. We have a saying in the community I am part of, "When seconds count - 911 - the police are just minutes away." The courts have already decided that the police have a general duty to provide protection for the community, not the individual. Then you hear the horror stories about 911 calls that take an hour or more to send anyone. As American citizens, we have something that our Founding Fathers gave us that many men and women have died defending. The greatest gift they could have left us, the Second Amendment to the Constitution. You have an absolute right to defend yourself, and the best way to do that is to be armed and trained to protect yourself and your loved ones. I have heard all the nervous nellies crying about how they are afraid of guns, blah, blah, blah. But it remains true as ever, No one ever raped a .38.
I just noticed you are from the People's Republic of Illinois, home of the first non-citizen to be elected president. Your legislators would rather see you raped or murdered than protect and defend the Constitution as they are sworn to do.
jktshff1 on 12/28/2008:
Great reply Starlord!! The police (and I admire them for what they do and put up with) are no more than investigators. Starlord's right when he said it's up to you and yours to protect yourself.
9 out of 10 times, when the alarm goes off at our business, we get there before the LEO's do.
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Pay for no service
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MAINE -- First the company states there is no contract and when you lose your job and phone service they say there is a contract and you must pay even though there is no possible way for them to give you the service they are charging you for. They swear at you and call you names and are just plain rude. Don't use this company!
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