Protect America security company sold us a home security kit and sent a different kit than they had sold us. We sent it back and because they had laughed at us on the phone when we wanted to talk to an employee who would help us we wanted to cancel the service that we hadn't had the chance to use! They charged us a cancellation fee when they had specifically stated it could be returned if it was unopened. We can never get a manager on the phone. Whatever you do, don't get caught in this fraud of a business! They also sent our credit card numbers and social security numbers through the mail when they aren't supposed to have that information at the company, the PCI compliance laws prohibit them from keeping that information!

I got a medic alert system from Protect America on repeated reassurances over the phone from their salesman that their system worked with magicjack ( which I recommend ) with my computer. It turns out that there isn't a medic alert that will work with magicjack, according to their own tech that called me and other sourses. They've refused to refund my money after repeated attempts by me so I can return their unit. One person I talked to even went so far as to tell me it would be put back into my checking, which it never was. This is several months ago. They're a terrible company to do business with. My life was worth less to them than a sale was. Their tech told me that the salesmen had been talked to about lying to make a sale and it continues to be their business pratice.

Not fully knowing how these people operate I started working there around December, soon I learned how
it works...The only reason Im revealing these practices is for everyone to watch out and be careful when doing business with them.

First, customer service is only trained to sell you more equiptment and to upgrade.
The customer service managers constantly push the customer service reps to force
customer to buy more sensors and more equiptment .
For example they will cold call you, and tell you that you need to upgrade
your keypad, to a new digital one that costs about $300.00, why? because the
rep makes 20%, the manager another 20% and the worst part is that the very same
equitpment that they try to sell you for $309.00 actually costs $54.00 out there in the store.

Second, when you sign up, they are not told about the 3 year contrac and how it AUTOMATICALLY
renews, WITH your permission OR WITHOUT, like the managers say it dont make a difference
"We will make them pay, until we get all out money""...same words my manager told me when
a distressed unemployed customer called trying to cancel.

Third, when customers call, I always picked up the call and helped them, however other reps, would
simply drop the call just because they "didnt feel" like talking to the customer at that moment.

Fourth, the reason I no longer work there is because I told a customer he could
return the equiptment he had purchased, and I was being monitored.
I was called to a meeting where I was told I was not supposed to let
customers return anything, my manager then said "Remember, we are
bonusing out of those sales "...The customer had already qualified for
upgraded equiptment, but he was mislead in order to force him to buy
more equiptment.

Last, people if I write this is because I saw it first hand, there are good customer service reps, however
it's out of our hands and we are forced by our manages Steven, Susan and Bradley to
SELL, SELL, SELL, and tough luck for the "poor" sucker who signed up ...

Please send you CXL letter before they suck you in for 3 more years...

First the sales guy lied to me saying I absolutely had to buy the system the same day I called in or I couldn't get free sensors. I was forced to buy it before I had my Vonage phone system equipment. So by the time I got my VOnage system I was past my grace period to cancel the service. I learned later that I had to buy extra equipment for $300 because the alarm system doesn't work on Vonage, unlike what the sales guy told me. I was disgusted with their lies and service but they refused to let me cancel the service. So I just stop paying them since it didn't work anyway. A few months later some lawyer who buys their collections send me a letter wanted $1100. They actually want me to pay for 3 years of service that I never had and never worked. What a scam. I'm never paying these D**cks.

I contacted ProtectAmerica because i wanted to have a home security system (pre-installed) activated in our home we just moved in. They called me on December 1, 2008 and the sales person aggresively pursuaded me to purchase the service from them, which i did. I thought they would have my system up and running in no time. After 3 days of not hearing anything from them, i received a call from them asking me what model was my existing system. So when i got home to check, i relayed the info to them.

The following day, she asked what specific model number, and again i relayed the information that night. The following day she asked me if i knew the master code, and to try the default. By this time i was getting irritated because she could have saved me the time by asking all the details she needed on the first day. After several days, they called again, and Kristen said that she would send me a converter panel that she was 'not sure' would be used by the technician when he gets there, but she wanted to charge me shipping for the panel regardless. I refused to pay for something that i would not use, and after talking with the supervisor, said i wont be charged for the shipping.

You can imagine my surprise when i was charged for it. Kristen did not want to schedule the technician without the panel arriving at my home, so she advised that i wait for the panel first, and then call back to schedule for the installation. On december 9, i received the panel, and when i called up Protectamerica (i wait about 15-20 minutes to talk to someone), they told me that the technician would come to install the system on December 22. After all this wait, my system would be installed 3 weeks after i purchased the service? I was not comfortable living for 3 weeks with no security, so i told them i would cancel the service. Kristen noted the cancellation on my account, and said that Terika from cancellation would call me for the details.

I called another security company and they had my system running in 1 day. Terika never called, and i attempted several time to get a hold of her, she was either out of the office or talking to someone else, but never returned my call. I am just trying to cancel my account, and i have to go thru so much trouble. I called twice on December 12 and finally got a hold of Terika, and now she informs me my account was not cancelled, i need to send in the converter panel for them to cancel the account. In the mean time i was charged for the first and last month, and SHIPPING charges. Plus there is a $79 restocking fee, which was stipulated in the agreement that i never received.

The staff are rude, i was on the phone for 60 minutes and was passed to 5 different people. The supervisors werent much help either, they were apathetic to your sentiments. One supervisor (Reginald Thomas) said he couldn't do anything, and that i should have read the agreement that they never sent me. I was hung up twice, once when i asked a customer rep that i wanted to speak to his supervisor. This company is bad, just look at the number of complaints with BBB, 1025 in the past 36 months. The service is horrible, the staff are downright rude, and nobody wants to help you with you concerns. These guys have no regard for CUSTOMER SATISFACTION, and will rip you off with swindling business ethics

Just stay away from these guys! Do your research before deciding on a security company, i learned the hard way. Look at consumer reports and BBB for list of complaints, you will see how horrible this company stacks up.