Here's my chat with a customer service operator. "Jennifer"
I'm selling my house and no longer need their services. When I signed on with them, their sales rep. Threw many incentives towards me to get 'the paperwork' signed and back to him. When it was time for me to call to try to cancel, they were 100% unwilling to do anything for me, but continue to milk me for money, or charge me over $600 to break the contract... No willingness to help out. Here's the conversation with them:
Please wait for a site operator to respond.
You are now chatting with 'Jennifer'
Jennifer: Welcome to our live chat service. How may I assist you today?
You: Hi, I'm trying to get the service cancelled, i've been told i'd be called back within 15 min. Twice, and still no call:)
Jennifer: Can I get your first and last name on your account.
You: Sure, Gabriel Rosas
Jennifer: Give me one moment please.
You: Thanks
Jennifer: Our cancellation policy is written on the your agreement under the section Terms and Conditions. We will need a letter of cancellation 60 days prior to the end of your initial term of the the agreement. This letter can be mailed or faxed to our offices stating that you wish to cancel your account. Please have your name, date, and account number on this letter. Our fax number is 1800-339-5036 and our address is Protect America Inc. 5100 n. I-h 35 suite b round rock, tx 78681. Once we receive your cancellation letter we will not cancel the account till the end of your agreement.
You: Once the letter is recieved, you will not cancel the account?
You: Can I be emailed another copy of the agreement? I don't think i have it around anymore
Jennifer: No we will not cancel the account until the initial term is over, and I can mail you out a new copy of the agreement.
You: If you would mail me out a copy that would help, thank you.
You: I'm selling my house and leaving it soon. I'd rather pay a cancellation fee or whatever is needed to break the contract. There's no way to do that? There's going to be nothing to be monitored at the location..
Jennifer: The cancellation will not be valid until the end of the initial term, and the fee would be the remainder of the balance from the full 3 years, also you do have the option of transfering hte system to the new home owner.
You: wow it was a 3 year contract?
You: total ripoff:) How long is the initial term?
Jennifer: The initial term is 3 years.
You: So you are saying i would have to Cancel now... Then continue being billed PROTECT AMERICA IN 512-2188833 $27.01- for 3 years, even though i don't need the service whatsoever?
You: That's insane... There has to be something in place for customers who are moving out and no longer need the service...
You: I mean forexample. Cable companies and cell phone companies rip you off with huge cancellation fees, but even that is understandable compared to what you're telling me...
Jennifer: That is correct, but you do have the option to transfer the system to a new homeowner.
Jennifer: I apologize but the cancellation fee is the remainder of the 3 year agreement.
You: which would be how much?
Jennifer: Give me one moment.
Jennifer: The total is 648.24.
You: wow. That's horrible.
You: I understand a contract is a contract, and shame on me for not being careful when I signed the thing. But god, that's terrible business. I'm sure i'm not the only one who's had a need to move, or had to cancel. That's absolutely unreasonable..
Jennifer: Do you have someone monitoring the system at the new house if not, we just need to know what kind of system you have so we can know if we can take over that system.
You: I'm moving from a house to an apartment, the apartment complex provides security system, included in the rent.
Jennifer: Alright, you can transfer the system to the new home owner, and they will take over payments.
You: The system hasn't even been working, since i have no landline in the house. And i'm not even sure they would want to take over the system, or the obligation.
Jennifer: I apologize but you did sign a 3 year agreement.
You: I understand that. It would've been great if the cancellation could be settled at a reasonably prorated price per month... I mean if there is no more need for your service, why would the company push to further take money from me?
You: Is there someone that I could talk to with authority to work with me in dealing in reasonably ending my contract?
You: I mean I would go as far as paying say. $270.10.. That would be giving money up for no rendered services... I'm sure something can be worked out
Jennifer: I am part of the Customer Interaction Team who handles cancellation and is able to make decisions on customers needing to cancel, we are not able to cancel the agreement.
You: But you report to someone also?
You: There has to be someone willing to understand and help me out.
You: I will gladly stop the automatic payments and put a great effort in reporting the company for bad business. Youre right in the fact that this is a contract. But at the same time. The terms you don't publizice while rushing the customers to get setup within an hour offering an additional discount on the install. That's a terrible way to fool someone into blindly signing away.
You: When I spoke to the representative about having the system installed... He wanted everything rushed back by fax immediately... If it was all done in so much time, offered additional upgrade to the security system. Do you consider this a fair tactic to have someone sign away on a bad contract like this one?
Jennifer: This is not something that we made you sign, you are to call in once a month to test the system to make sure that everything is working properly, and also so if you do have problems with the system we can address them when they come up.
You: I'm not complaining about the system
you: Of course I wasn't forced to sign the contract. Yet the representative did rush me to have it done within a short time frame. And he did not mention the 3 year no out trap.
Jennifer: Did you read the agreement?
You: I have had no complaints about the service. Everyone i've spoken to until now has been very polite. It's just dissapointing to see you guys acting so unethically when someone has different needs and needs to end service.
You: No I didn't read the agreement... Representative 'whatever' wanted me to sign and fax back right away so i could get an additional free upgrade to the system.
You: I understand that you care much more about the contract than the customer.
You: Instead of me recommending Protect America to the people moving into my house, you would rather piss on me and milk the contract for every dollar I can fork out
you: Up until today, i thought you guys were great
Jennifer: I apologize for any inconvience but I do have to go by what was signed on the agreement.
You: agreement first. Customer 2nd?
You: Just tell me that you care about your agreement more than your customer please.
You: and that you are unwilling to work something out
you: Can you agree to that statement?
You: You care more about the agreement than a customer willing to work something reasonable out. And you are unwilling to pursue any means to help me out?
You: A simple yes will satisfy
Jennifer: I would understand if we did not have a transferable agreement but for customers who are moving or are having difficulties keeping the system we offer the transfer of the system.
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