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, 1029 in the past 36 weeks. 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