Protect America was rude to customer’s elderly mother
This company could not service themselves. The lady was rude and would not cancel the subscription because it had automatically renewed itself. I would not know this because I took over three years ago for my mother and she signed that contract in 2002. Then I noticed that I knew nothing about the security I had been blindly paying for. Had multiple problmes even sending asign in the mail. Also I called and they said they would call me back that they were busy and they never did. That day I was calling to get a better system or an updated one.
They never called and I wanted to cancel. SInce I own the company and the person who signed was fully disabled and not affiliated with thus company you would think common courtesy would be to cancel. Nope not these greedy good for nothings. They said “well dont pay it then” ” it will go on your credit” On my mother’s credit who really does not need credit now that she is disabled but the point is she has suffered enough.
So I will not and I will post how crazy their company is. Oh they also said that I had not called them in three years to do anything with the system and I said did you not hear that I know nothing about this system that I have been paying for because of a stroke in the family I took over a business. I had three years to learn the business(school and my BS oh and a kid) and had just found time to find out how crumby they were. How rude!I mean they were getting paid on time in all those years I just was not gettign any kind of service from them. DId they call me to check in on their service? NOPE.
Suing Protect America for stolen money
Protect America is a joke! I completed my 3 year agreement although the last year I had moved and was serving in the U.S. Army. Once I told them to cancel, they said that I needed a certified letter mailed to them to canceland unfortunately I didn’t not do it 60 days in advance so my service was renewed for another year. So I told them they better cancel because I was putting a stop on them at my bank and once they didn’t receive payment on the 3 year 1 month payment that it should automatically cancel my account for insufficient funds or non payment.
Well they continued to bill be for the next 2 years. Now its on my credit report and my next step is going to JAG to not only get it off but I am also going to sue them and its not gonna be for the 900 something dollars they say I owe them. You treat people like this, I am going to sue them for every penny I can get. I am 36 years old and have never in my life sued anyone or taken money without repaying them. This company is where I draw the line. They are stealing essentially and ruining peoples good credit with bogus tactics! Oh and for the anonymous complaints you all state, my email is firstname.lastname@example.org and my name is James Quinn! Spam it if you want because its not my main email. I am not afraid to say who I am so shut your mouth’s because people are being scammed by this company.
Feel very secure with Protect America
I have had my system since January 2010. With the help of the technician I was able to install myself within hour in half. I have several door and window detectors, which makes me feel very secure. I love it that it lets you know if a door is ajar or window opened when in the off mode. I have never had the police to come out for anything, but I have had several false alarms and I almost always get a phone call on my cell immediately with the broadband line connect. I had a problem in the beginning monitoring service had the wrong address for me, which customer service provided good customer service to correct that error. They have also shown good customer service with provided working equipment, if something did not work properly in the beginning of my contract.
I have read so many bad complaints. I hope I don’t have any issues in the future. But I’m resting on #1 in consumer reports and my service thus far that I will be treated fairly in the future. I’m in the military too and I agree with other military that Protect America should do like most alarm companies and allow you to get out of contract, if you get mobilized and have to move everything into storage for a year. I hope this helps someone and I hope I’m truly being monitored with the police. I do have to do my part to and inform my local police company with the information Protect America provided on their certificate of monitoring. I’ll make sure to certified my cancellation letter in 3 years.
Taking business elsewhere
Take a very good look at Protect America’s return policy on their website before thinking about making a purchase. Would a home security company that believes in the quality of their product and service only give customers 7 days to return the equipment before locking them into their contract??? Not to mention you will be charged a $79 restock fee for returning it. They won’t refund you the fees they paid to ship the equipment and you will be paying to ship the junk back to them. Then they bill you for the first month of service immediately upon placing your order.
I came across this site shortly after ordering and got kind of scared with all the reviews. I’m just glad I didn’t get locked into the 3 year contract and returned the equipment in the first week. I thought the control panel was definitely not up to date in appearance (No LCD screen). You have the option to use a land line or broadband internet connection through your router but you will be charged an additional $5 per month for broadband connection. I have chosen to go with another wireless service provider that operates on cellular technology (no wires whatsoever) with a 30 day free trial and no restock or shipping fees if returing and my monthly rate was even cheaper!
Protect America won’t stop calling
I came very close to becoming a Protect America customer, but I am so glad I didn’t.
I currently have ADT, but pay $42.00 a month monitoring costs. I was looking to see if there were any companies that were less expensive, not knowing that if I wanted a different company to monitor, I would have to get new equipment. I requested more information from Protect America by filling out an online form and received a phone call within minutes from PA.
I explained to the salesman why I contacted PA and that my whole purpose was to find a less expensive company to monitor. He told me I would have to get new eq. and I could either install it for free or pay $299.00 for a technician. He said it was easy to install, I wasn’t so sure I could do the installation, so he said he would send out a technician for free.
I am thinking if the everyday Joe can install this eq. why does it cost so much for a technician to do it. Anyway, The eq. only came with 1 (keypad) and it would cost $100.00 for a second (keypad). I became very hesitant at this point because my whole purpose was to save money, not spend it. The salesman got very rude. He said this was a one time deal and he would not be able to offer me the same deal if I called back later. Sounds like a car salesman! He was pressuring me to fill out the online order form and telling me it was a one time deal. I finally told him I needed to think about it. He basically hung up.
The day after I spoke to this salesman, I got a call from a different sales person and I told her I decided not to go with PA. Ever since, I have gotten 3 to 4 phone calls a day from PA. They even call on Sundays. I don’t answer them and they do not leave a message. Finally 2 days ago I answered and I told a different salesman that I am not interested in being a PA customer.
I am still gettng phone calls. There is something wrong with companies that do business like this. Hounding you to death.
Protect America is great
I have used my alarm for a few months now. It is great to know that I am protected by all windows and doors secured and armed. The salesman, ***** *******, was very kind and followed up with phone calls to check on my satisfaction with the system. I plan to let my friends and family know what I think is a good plan and coverage. I like the idea that I can take the system with me when I move. I was worried about connecting the system ourselves but my son had no problem with the instructions and testing. I hope to never have to use it in an emergency, but I am sure that the response will be reliable. Any calls I have made were answered quickly and to my satisfaction.
System never worked from day 1 and customer is still stuck paying for it
Buyer beware. I purchased an alarm system with PA and could not get it to work. I spent hours on the phone with a “tech rep” and still it did not work. I asked for a rep to come to my home and install it for me. They said it would cost $150 more. When I refused this offer I asked to have my contract cancelled. They refused. I have paid $32 per month for 2.5 years and the equipment has never worked. I would not recommend this company to anybody. Check their BBB rating it is a C and I think even that is way too high.
The company continues to stonewall me. There are two months left on my original three year contract. The system never worked for even one day. I recently discovered another little “gotcha” in their contract. The buyer must request a contract termination or it automatically renews for another year. I repeat my original warning, STAY AWAY FROM PROTECT AMERICA SECURITY.
The worst customer service EVER
I spoke to a sales rep from Protect America who told me that I could have a wireless system with them.
I wanted to eliminate the house phone since we already have wireless phones. I also explained to him that I have a usbport from Verizon. I explained that I would not have the system on all the time. I was charged by the minute. He said it did not matter that the wireless system would run off of the router even thouh the computer would not be on. I asked him this on several occassions in order to make sure. Each time he said it would run off of the router. Once the system arrived a tech stepped us through the installation. The system didn’t work. I was then told by him that I would have to leave my laptop on in order to be protected. Maybe I could turn it on each night or when I wanted protection!!!! I was still going to be paying for full coverage.
Once I called a customer rep to request a return label I was told that I would have to pay 19.95 to return it myself. She was very rude and tried to blame me for the misunderstanding!! I am also being charged a 79.95 restocking fee for the equipment. She argued with me about me misrepresenting my wireless connection, even listened to parts of the origianl sales recording. She can’t do anything about the restocking fee or the return fee, even though she admitted the salesman should have been clearer.
This company has the worst customer service I have ever dealt with. I am sorry I dealt with them at all and will be making complaint to the BBB. By the way, the wireless system is installed by sticking the detectors on the doors and windows with sticky velcro. They are easily removed.
Sales reps left out a lot of details
This company misrepresented the way they bill to me. You sign an agreement for 2 years, then, if you want to cancel, you have to send a letter of cancellation before 2 months before your renewal date each year. Otherwise, the contract requires you to continue for another year – I guess somewhat like a telephone agreement. When I called them and tried to cancel, no one told me about a letter I needed to write. Since I had missed the cuttoff date, I now have the option to pay half the premium to cancel now (no more service) or continue at full rate until Dec 2010 – as long as I get a letter of cancellation to them before Dec 11, 2010. Be careful – read and carfully study the whole contract before you sign!
" You are now in contract, it is not our problem if the system doesn't work now". Do not get your alarm system with Protect America
We put a contract in to purchase a new home in May 2009. My husband was so excited about the technology Protect America offered, that he contacted them and inquired about their services and equipment at which time they insisted on sending the system to him and would allow him 30 days to let them know if he didn’t like it. Well, our closing was delayed by a week of which made us go 2 days over the 30 day period. Therefore, we were not able to install and test the system prior to the 30 day “trial period”.
When we did get moved in that same week, we attempted to connect ‘Simon’ and even though we were told it was a wireless system and no additional connection lines would be needed as long as a wireless network existed, this was not the case. So, we called and told them that yes we were 2 days beyond the 30 day period but the system was not easily compatible with our home and we would like to return it. After arguing with the sales representative for a while, we were eventually transferred to a manager who basically said ” You are now in contract, it is not our problem if the system doesn’t work now”. The only other thing he offered was an additional component which he promised would assist in system compatability which we did purchase for another $100 and had to pay for someone to come install it. Then we had to call back again to complain that it still wouldn’t work and instead of being offered an apology they simply tried to sell us another component.
We have been living the house now for 7 months and pay our $35mo to Protect America, yet there is no monitoring service and they don’t seem to care no matter how many times we call to complain about it.
My advice to all those looking for a security system – choose anyone but Protect America…. you’re bound to be much better off than we are.
Alarm went off and they only sent a “pending email”
I have had dealings with PA since Katrina struck our area. The area was devastated and largely depopulated so I wanted protection. At first everything went very smoothly. Yes, it is easy to self install and avoid an exhorbitant fee for that–they walk you through the process by phone very well. I signed a three year contract which expired this past October. Unlike so many complaints which seem to center on a contract expiration, (I tend to agree with an earlier poster who said you should be familiar with those terms beforehand–I know I was, and that is NOT my complaint).
Mine is simple customer service. It’s abominable. If you call them, you have to listen to this muzak for an untold amount of time while some robotic tape keeps telling you that you can “chat live” on the internet. Those kinds of condescending messages drive me up a wall. If I wanted to “chat” on the internet with someone who had to type in everything–I’d be there. I wanted a PERSON to talk to. Often their customer reps don’t know a hill of beans about what they tell you because what one assures you of, another will come back later and tell you that such a statement was wrong–and THEY will now tell you how it really is. Also if you get the recorded message that they’re receiving a “high volume” of calls, so just leave your name, number and time/reason for the call, and they’ll get back with you as soon as possible. I tried that TWICE… and on neither occasion did ANYONE ever call me back. And people want to put their lives in the hands of these INCOMPETENTS? It boggles the mind.
What was the straw that broke the camel’s back for me was when I got this new (I don’t recall some fancy alphanumeric name) base unit, for renewing with them in October. Occassionally my dog will trip a motion detector, or I might forget I had a door on “no delay”, and the mechanism tripped into “alarm”–and up to this point, I always received a phone call to see if everything is alright within a few seconds–and THAT made me feel secure. I had a secret password, and if a false alarm were tripped, it was no big deal to cancel before they dispatched. The issue I began having was when a nephew of mine accidentally tripped the alarm late one night. I eventually made my way through the blaring noise to enter the cancel code–and was waiting for the call–and waiting–and waiting. It never came. So I tried it again– waited about a full minute and then cancelled. No call!!!
I called the monitoring service and they said they received a cancel so they didn’t call. I stated I WANT the call just as an added security–deterrant, call it what you will. The next day checking my e-mail, I noticed a message from alarm.com (I guess their monitoring service) showing a “pending alarm status”… and I was flabbergasted! Upon reading further, it stated that to avoid false alarms when an alarm is triggered they automatically put it into a “pending” status…then wait for a follow-up cancellation before it will be handled as a true alarm, and here’s the kicker, IN WRITING, they said “THIS CAN TAKE SEVERAL MINUTES”… Excuse me!!!! “Several Minutes!!!” And THEN if they don’t get a cancel, it goes into alarm status where they CONTINUE TO WAIT a designated time before handling it as an actual alarm. So to the guy who wrote about protecting his family’s LIFE. UH…. How safe is it when the call to see if you’re all right could take SEVERAL MINUTES! Believe me, I have kept the emails to document this FACT. I want a call, and I want it PRONTO!
Upon calling to have this addressed I finally connected with someone who at least sounded educated and polite–who said he’d fix the matter. We tried it — tripped the alarm… and I received a call. Problem fixed, right? WRONG! A couple of months later, an accidental trip of the alarm got NOTHING… I went directly to the email, and there was the hideous “alarm pending” notification all over again. Needless to say I could not get back to my previous rep, and the new one advised me that with the panel I have, this was the only way they could handle them–which was a bold-faced LIE because #1, I know they get instant notification, hence a phone call is strictly policy…nothing prevents that call, and #2, when they put in a request by me FOR a call the first time I noticed this drivel email, they DID correct it and I received an immediate call. Now, it appears they are being bone-headed about it, and all I can hope for is that IF anyone should break in (God Forbid!) the sound of the alarm will prevent them doing any further damage because sure as he** there won’t be a phone call for “SEVERAL MINUTES”. And you would trust your LIFE with this outfit?
No my gripe has nothing to do with contracts–it has to do with incompetence, and TRUST. They have entirely too much of the former, and virtually NONE of the latter. I do NOT trust these people to protect me and my family any more–and since I have NOT allowed them automatic pay from my bank, will switch to another server (one who actually CALLS BACK) immediately. They can take all their threats about collection and stick them in a “payment pending” email which I will give all the consideration it justly deserves.
Forget the contract–this is about SAFETY–and this “alarm pending” for “several minutes” is most DEFINITELY DANGEROUS. And don’t think the lifetime burglars won’t be too far behind the news to KNOW this. Protect America should change it’s name to Protection PENDING America…. what an unfunny JOKE!
You can directly contact the CEO of PA now, and he DOES seem to get action moving. Since (my) critical review, I’ve had a lot of good feedback from PA, and have actually decided to renew with them–they DID correct the “pending” drivel, but you DO have to insist on it, or you will still get the pending stuff.
Protect America keeps you very safe
I am very pleased with Protect America. I signed up with them November 2009 and it was very simple to set up our self so it saved us installation fees that other companies might charge. We are also satisfied with the monitoring fees/service. We had our first scare the other night when the wind blew one of our doors open. Protect America called us and notified us what door triggered the alarm and asked if we wanted to notify the police immediately, I mentioned that we weren’t sure if someone was in the house or not and they offered to stay on the phone while we checked out the entire house. Thankfully no one had intruded and it was just the wind which blew open a door that was not closed all the way. So we feel very safe that we are being monitored and the comfortable that the equipment works as it should.
Had Protect America and home was broken into
I have been VERY displeased with this product. When the alarm system was sold to me, I was told it would work using either the phone or internet. I was told that all equipment was provided at no cost with a three year contract. I specifically asked about internet because we contemplated canceling our home phone system (we use cell phones most of the time). When we did cancel, I called Protect America to switch to their internet monitoring service. I was told I could only do that by renewing my contract for ANOTHER three years (for a total of six years) or by sending them over $200 for the equipment that I was originally told would be provided by them as part of the service.
When the backup battery in my alarm system got low, PA told me that I would have to pay for the new battery — this despite that they told me that all of the equipment for my system would be provided.
My alarm system tells me in the middle of the night that my garage door is open and it beeps all night at approximately 3 minute intervals, even though all of our doors are closed. Despite multiple phone calls to PA, they have been unable to correct this problem. Finally, I had to either turn off the system or listen to it beep all night. We turned it off and our house was broken into last week.
The PA contract is binding for three years. So you have to continue to pay them to monitor the system even though it doesn’t work and even though I am not satisfied with the product. I have been paying them for three years for nothing and am now paying another alarm company to do their job. To cancel you have to send a request in WRITING at least 60 days prior to your contract renewal date or it will renew for another 3 years. You have to send it by a method (such as certified mail) that enables you to have proof of delivery because the contract says you will have to show proof of delivery.
My contract expires in April and I am delighted to be done with Protect America. I would NOT recommend their product.
Easy to use technology
I called a few alarm places, and had the best luck with this one. I’m writing a review here because I really like them and think that if you’re looking for an easy system then this is it! I’m a little older, so technology is a little ahead of me. This system was so easy to figure out and operate. They are very helpful on the phone and I didn’t sit there for an hour on hold before someone talked to me. Great system – even for those who think technology is too hard to handle!
Why would anyone want to cancel
The only bad comments I’ve read on here are about the contract and how you have to cancel 60 days before the contract expires. I bought the system last month or one reason – to protect my family for LIFE. Why would you even want to cancel? I’ve had no problems with the company, nor has anyone else. If you are upset, it’s because you didn’t read your contract (who signs without reading the rules?). Anyway, I LOVE my system, and it works great! Karl was very knowledgeable about the packages and helped me get set up fast! It’s the best system around, and I have no intentions of ever canceling.
It’s not glamorous, but the system does it’s job
I have had the system now for 2 months. I self installed, fairly simple. I have a delay on the front door only and have sensors and motion detectors throughout the house. I have had the sensor tripped by my small dog 2 times on the same morning because she went down the stairs to the basement (I discovered later on that I forgot to close the basement door). They called me right away and within minutes dispatched the police. Customer service has been very nice and helpful so far working through some small glitches (i.e. whose number do they call first, learning how to disable a motion sensor while the rest of the system is armed). So far, I feel pretty good about the system and the monitoring although I agree with others that the main box is humongous and a bit on the ugly side, but then again, it works and that is what is important!
Protect America is SHADY
On 11/30 a rep contacted me, assured me that they were registered with the BBB, and rated #1 in Consumer Reports. All sounded good so we decided to sign up.
After we got off the call we checked the BBB and saw a C+ rating with over 1000 complaints in the last 2 years. We decided to cancel. We called the SAME night and cancelled. Our rep put us through to his “supervisor” who was rude and out of control. After arguing with him for half an hour he said he would cancel our contract.
The next morning I got a call from ****** in “quality control” who asked how the service was the night before. I informed him that we CANCELLED the system. He said it was not cancelled but his supervisor would cancel it. At this time I sent an email to their CEO, as well as a certified letter that they denied and sent back to me, (I have since sent another!), requesting SOMETHING saying I cancelled! I got nothing but a phone call last night, five days after cancelling the 2nd time, telling me a system was in route from UPS.
I called Protect America and had to leave a msg for someone to call me back. Someone called this morning and told me to just “send it back” and they will credit my account. CREDIT my account? Why was it debited in the first place? Well, there is no answer for that! So because they can’t do their jobs I am stuck paying for their mistake? I don’t think so! I contacted UPS only to find out that they hold a contract with Protect America, stating that if a package is refused, returned to sender, or NOT deliverable, the customer is held liable. Well, I found out they put the wrong address on my box, so how can I refuse it? UPS says Protect America has to fix it, and now Protect America won’t talk to me or return my calls or my emails. Shady, shady, shady company! WHY on earth would I want these scam artists to “protect” my family? Horrible!
And contrary to what they tell their potential customers, they are NOT backed by the BBB–beware!
Watch out for automatic renewals
RIPOFF- Illegal/immoral business practices. I was with Protect America for just over three years. I was initially in a two year contract which was long over. I needed to cancel since I was moving. They said that your contract AUTOMATICALLY renewed at the end of 2 years unless you canceled it. I seriously doubt the legality of this but after talking to like 5 different people over there all I could do was buyout the remaining year of payments in order to be rid of those idiots. Basically you can only have service in blocks of 2 years and you have to cancel exactly 30 days in advance of the end of your contract or poof it automatically renews. Just based on this experience I would NEVER do business with them. I’m not really sure if they were ever even really monitoring since there was one time I didn’t get it turned off in time and they never called.
The system is ugly looking
Know this before you order the system. The “look” is pretty hideous. The control box looks like an enormous, white, 1980s answering machine. Do you really want this sitting by your primary door? The door triggers are also large and obtrusive and white. If you have dark door frames they will stick out like sore thumbs. I took it out of the box, realized I couldn’t live with the aesthetics and immediately called to cancel. As I was inside of 7 days, this was allowed, however, I am being charged $80 for a “restocking” fee. (That’s $80 for someone to take it back out of the box.) Yes, that was in the fine-print box that they ask you to stop and read during their pressure sales call, but that only makes it slightly less odious.
Protect America is the best way to go
This is the best alarm system company you can go with. I have all the necessary protection for all my doors and windows, and they all work great. I had a lot of help over the phone to make sure I had all the sensors I needed. I don’t intend to ever cancel my monitoring because I truly believe protecting my family is the best way to spend my pocket change! If you’re getting a system then definitely go with Protect America!
Horrible and unreliable company … currently using legal alternatives
I have submitted TWO cancellation requests; and the receipt has been confirmed; so the statement of the person that says it’s simple …well … it’s not so simple. Honesty is simple.
My system is defective. I have been told that they will have a technician call later that day at 3:00pm, never to hear from them again. When I speak to them again, it is some other excuse. My system will go off when I am sitting at home, in the middle of the day or night. While I am gone; and even when I am on the phone, which is very interesting and frightening. What is worse, is I can’t turn it off the blaring alarm then without hitting the buttons repeatedly. Then it disables the phone, so if I did need to call someone in case of an emergency I wouldn’t be able to. Since no one calls when the alarm goes off, I know that my system must not be monitored, at least not consistently otherwise they would call when it is in full alarm mode and I am unable to disengage it!
Stay away from this company. The system and service is substandard, if even that. The false sense of security it offers you is worse than having no alarm, because at least then you have your guard up and are more attentive to your surroundings.
As of today, the system was never fixed. They also tried to claim they never received a cancellation – then said we weren’t allowed to cancel. However they messed up and sent an email stating that the equipment had a lifetime warranty. There was never an offer to fix it. There were only continued bills for monitoring that we never received; because since this complaint we have confirmed when the phone company came to our home that the phone in line is defective. Protect America is the worst company I have dealt with and has even turned our account over to collections; and we are being forced to pursue this through legal alternatives. In the copy of the contract they graciously provided they claim they are responsible for 6 months times the monthly charge for failing to monitor or provide the working equipment. Unfortunately, this is just words to them.
Home is totally protected with Protect America
ok… I got my system in on 12/29/2008, GE Simon it has worked just fine for all these months and FINALLY I got smoke alarms added to the system … I NOW feel totally Safe… My sister had her house broken into in Michigan, and my nephew and his family while sleeping had someone break into their home….. My system has three door sensors, six window sensors, two glass breaks, one motion detector (have the other one yet to install) and a smoke detector for all three floors with X10 horns for the basement and upstairs… I am totally satisfied with Protect America and would suggest them to anyone…..
All around extremely pleased with Protect America
I absolutely love my system. BEST company out there, and least expensive. They just had such a great attitude over the phone, the install was so easy and everything works great. It was just a great experience!
CEO helped customer get out of contract
My situation involves that after I’ve been a loyal customer for over 6 years, and after fulfilling a 72 months contract, Protect America, Inc. refuse to stop an Automatic Debit Payment from my bank account until August 15, 2010 because contracts are auto-renewed? How convenient? Now I’m stuck paying $29.91 a month for a service I don’t even want nor I can’t use since I moved out of my house! Protect America, Inc. use legal binding contracts to trap customers into keeping their service. Signing a contract with Protect America, Inc. is no different from allowing a criminal to walk into your house and steal cash from your home.
After explaining my difficult financial situation to Protect America’s CEO, they immediately helped me out of my frustrating situation with their contract and I’d like to commend Protect America Inc. for the prompt help I’ve received and for making the CEO truly available to the customers.
Protect America hasn’t monitored system
I had Protect America in my previous home. The equipment was fine but the service was terrible. I purchased my system because of a referral from a friend who had just previously purchased his system. After about a year of seemingly no problems, my alarm goes off and no one calls to check. They claim they monitor their systems but they don’t. This also happened to my friend who referred me to Protect America. After this incident I put up a large note in my office to remind me of the contract expiration date. Make sure you read the contract, because mine said Ihad to send in my request for cancellation in writing and it had to be received no sooner than 60 days to the end and not after or it would automatically renew. When I got within 60 days I sent them a certified letter via Fed Ex. (signature required) informing them of my request for cancellation. I also asked them to sent me a letter of acknowledgement and acceptance of my request. Once out of the contract I continued to utilze the system (unmonitored) with no problems.