Early February (Feb 14th) my wife had a pop up window appear on our pc advertising a home security system that looked very appealing. After speaking to me we decided to give it a try since it had a money back guarantee.
The shipment of the alarm system arrived at my house around February 17th. When we opened the box containing the alarm we noticed that we didn't recieve all the alarms that were promised to us and that the alarms were not the type we were looking to install into our home. They have to be hard mounted or double stick taped by the consumer (we had a similar alarm system that we were unhappy with.
The first person that we got a hold of, called on February 21st. This person's name was Shawn from the activation dept. When speaking to Shawn we informed him that we were unhappy with the alarm and that we didn't want to keep it the day he called. We asked what the procedure was for returning one. He stated that he only worked in activation and that he would have someone call from Sales to take care of that; however, he had to check out the system first to ensure that everything worked correctly.
When we were finished speaking he continued to tell me that someone from sales would contact us within the next 24 hours to handle the return. No one did. We tried contacting the company quite a few times trying to get a hold of anybody that could help to no avail. The only people that we could get a hold of or speak to technically do not even work for Protect America.
I have been avoided by this company since we received the alarm. I spoke to a couple managers who said that they would get me into contact with a manager or a person that could help me, no one ever did. I ended up getting mad at one representative and told him to get me any manager that has virtually any decision making ability and let me speak to him.
He transfered me to a Mr. Mccoy (the rudest person I have spoke to). I then told Mr. Mccoy the entire situation and how I really didn't want the system and I just wanted to ship it back and be done with it. He told me that we were under a contract for the next 3 years. I told him that when I spoke to the first person I had told him that I didn't want the system and that I simply wanted nothing to do with his company.
At this point I had the alarm for 4 months (still in the box) and absolutely no monitoring has ever been done on my home. He continued to reiterate the fact that we were under contract and that there was nothing he could do. Especially since we were making payments. I had no idea that this company was taking direct withdrawls out of my bank account until this time. Which infuriated me. No bill ever showed up, no nothing. I thought I cancelled it.
So I then asked Mr. Mccoy that since he couldn't make the decision to stop the withdrawels and cancel the contract that I never wanted that I wanted to speak to his Supervising Manager. He said that there was none. He was the only person that could make that decision. Mr. Mccoy was very rude and hung up on me.
I continued to make contact and look for anybody that could help me out in my situation and nobody it seemed could be reached or I was given the excuse that someone would call me within 24 hours. Nobody has yet to call me from several of the promised phone calls.
Approximately 3 weeks ago I spoke to an Eric. He stated that he was a service manager and that he wanted to help me out. Eric seemed genuinely concerned about my problem. He also informed me that Mr. Mccoy is not the highest person I needed to get into contact with a Mr. Pascal. Nothing has ever been resolved and we are still paying on an account we tried to cancel the day the alarm was received.
All we want is a cancelled contract, the Money paid for the alarm and the months of service that we are paying for but never had.
If you guys can help me in this matter, I would be very appreciative. I have tried on several occaisions to resolve this issue only to be pushed aside by this company. Please help me out in any way that you can.
It is shocking that a customer service based company would treat a customer this way. It genuinely feels that nobody cares, well why should they? I mean they are still taking money out of my account for something I tried to cancel the day it arrived. And for 2 more years none-the-less.
The people are rude, condescending, and if this is the way their business operates then maybe Mr. Pascall needs to be a little more involved the everyday operations of a company that he represents.
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