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 equipment... glass 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!
Thank you so much for sharing your feedback. We are very sorry for the events you have described. It is critical that we connect with you to fully review your account and find a solution to the concerns you have expressed. Please email us at firstname.lastname@example.org with your name, contact info, and the best time for us to reach out to you. We look forward to your reply and a speedy resolution.
AUSTIN, TEXAS -- I've been a Protect America (PA) customer for 3 years. However, I finally bought my first home in December and moved into it. My contract with (PA) was actually up in January. So I called in at the end of that month and was told that I had 1 more month left on the contract. Weird because I got the contract in January 2014, but they said it wasn't up until February 2017?
Long story short, I had paid over $200 for service that I did not have activated or setup. I moved out of the property where we previously lived. I called to cancel my service last month and was charged again this month (April 2017). When I called to find out why, I was told that I didn't cancel in time and that when I received the cancellation email, it explained all of that.
I spoke with a Supervisor named Damon who was no help at all. Instead of this man actually trying to help, he hurt his company. How, because I am on here letting everyone know that although I was a GREAT customer for 3 years, never missed payments, actually completed the contract, etc., when I asked for a REFUND on ONLY the $54.99 payment that debited on 4/1, he wouldn't do it. I wasn't asking for the previous 3 months, which I should get back as well. But because there was a lot of back and forth, I decided to just bite the bullet and hope that he would have a moral conscience and just refund this months fee.
Nope. All he could do is quote the policies of this company. It doesn't matter how great a customer you are with this company. They will keep trying to nickel and dime you. All of the negative posts on here are true. There are reasons why sites like this exist and that's to help consumers make an informed decision on where to spend their money. Don't spend it here.
Customer service is terrible. They are rude and do not respect the fact that you're spending your hard earned money on their products. They WILL send you through the queue and there WILL be long wait holds. Supervisors do not call you back. They aren't really interested in helping, just taking your $$$$. Go somewhere else.
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.
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.
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: 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. The system has never worked since October 2005.
Repeated contacts with your customer service department only compounded the problems. They replaced equipment that was complicated and I could never activate. When I was told the equipment was malfunctioning and didn't work for weeks I was told I could not be compensated. The order to replace the equipment was misplaced and no one knew why and I couldn't be compensated. 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.
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.
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 cannot 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.
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.
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!