- Report: #276894
Complaint Review: Protection One Alarm Services - Wichita Kansas
-
Author Confirmed
Why?
Protection One Alarm Services
P.O. Box 49292 Wichita, 67201 Kansas, U.S.A.
Phone:
800-438-4357
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Protection One Alarm Services Topeka Tucson Cancellation Rip Off After Fulfilled Contract Wichita Kansas
*UPDATE Employee: Please contact me
*UPDATE Employee: Please contact me
*UPDATE Employee: Please contact me
*UPDATE Employee: Please contact me
*Author of original report: All Requirements Fullfilled
*Author of original report: All Requirements Fullfilled
*Author of original report: All Requirements Fullfilled
*Author of original report: All Requirements Fullfilled
*UPDATE Employee: I am glad you are getting this resolved!
*Author of original report: update
Three years ago my husband and I purchased a home with alarm equipment already installed. We took the number off the sticker on our windows and called it to have the alarm activated. A technician was sent out and the alarm was turned on. We signed a three-year contract at that time. When we first had our alarm turned on the company whom billed up was Isag Monitoring. Recenlty it changed to Protection One Alarm services on our bills. We chose to have the monthly fee automatically deducted from our credit card every month.
After 3 years, we decided to cancel our alarm because they told us we would have to sign another contract for at least a year. We are not sure we are going to be in our home for an entire year, so we didn't want to have to pay for service we weren't receiving (otherwise we would have kept the service). We were planning on beginning service in our new home with Protection One before all of this happened. I called in late August to ask them when we could cancel our alarm because I knew it was sometime in September (since we had it turned on on August of 2004). They told me that we couldn't have it turned off until September 30th of 2007, which was the end of our contract. This was only about a month away, so that was fine with me. They told me to call in September to cancel it. So, early on in September I called and asked them to cancel my alarm. They told me within a few days I would be contacted by someone from the local office. It took more than a few days, but eventually I got a call from the local office. I told them I wanted to cancel, and the lady on the phone told me I had to send a letter to the Wichita office stating my name, my address, the reason for cancelling, and make sure it was signed. She said that both my husband and myself did not have to sign it, but we both did just in case.
I thought everything was fine and I wouldn't be billed for any further service as we fulfilled our contractual obligation and cancelled on time. Then today while looking online at my credit card statement I saw a charge for 427.79. When divided by our monthly fee, this turned out to be 12 month's worth of service. Apparently they are billing me for an entire year of service, when my account should have been cancelled as I followed all of their directions.
I called and happened to be connected to the Tucson office. When I called the lady in billing whom I spoke with said that the person I needed to talk to was out sick, so she would have to call me back. I left my information, and have yet to hear back from them.
In the meantime I have called my credit card company and disputed the charge. Fortunately for us they forced us to do automatic debits from our credit card when we signed up or I'm not sure I would have much course of action judging from the previous reports. If for some reason Protection One does not remove this charge and my credit card company reverses the refund, I will be taking legal action in small claims court. I am on disability and most definitely cannot afford over $400 in fees for service we are not getting. I will also sue for any interest accrued on my credit card in the meantime, which of course is a very high rate of interest.
I am still waiting to hear back from Protection One and hope that they will resolve this matter, as they are the ones in the wrong. This is a rip-off and a fraud. I can see from previous reports that this has happened to other people, so I think it is being done on purpose. We will see if they do indeed correct this though. At this time I would suggest that people DO NOT sign up for service with Protection One unless they want a huge surprise on their credit card at the end of their service, even if they follow all of their requirements. We were happy with the service up to this point, but now I think this company is a complete fraud. I have many health problems, and this is the last thing I need to be dealing with. I will not be using this company in our future home if they are indeed trying to charge customers incorrectly.
I will update this report when I hear back from the local Protection One office to let everyone know if it was resolved properly by Protection One.
Elizabeth
Tucson, Arizona
U.S.A.
After 3 years, we decided to cancel our alarm because they told us we would have to sign another contract for at least a year. We are not sure we are going to be in our home for an entire year, so we didn't want to have to pay for service we weren't receiving (otherwise we would have kept the service). We were planning on beginning service in our new home with Protection One before all of this happened. I called in late August to ask them when we could cancel our alarm because I knew it was sometime in September (since we had it turned on on August of 2004). They told me that we couldn't have it turned off until September 30th of 2007, which was the end of our contract. This was only about a month away, so that was fine with me. They told me to call in September to cancel it. So, early on in September I called and asked them to cancel my alarm. They told me within a few days I would be contacted by someone from the local office. It took more than a few days, but eventually I got a call from the local office. I told them I wanted to cancel, and the lady on the phone told me I had to send a letter to the Wichita office stating my name, my address, the reason for cancelling, and make sure it was signed. She said that both my husband and myself did not have to sign it, but we both did just in case.
I thought everything was fine and I wouldn't be billed for any further service as we fulfilled our contractual obligation and cancelled on time. Then today while looking online at my credit card statement I saw a charge for 427.79. When divided by our monthly fee, this turned out to be 12 month's worth of service. Apparently they are billing me for an entire year of service, when my account should have been cancelled as I followed all of their directions.
I called and happened to be connected to the Tucson office. When I called the lady in billing whom I spoke with said that the person I needed to talk to was out sick, so she would have to call me back. I left my information, and have yet to hear back from them.
In the meantime I have called my credit card company and disputed the charge. Fortunately for us they forced us to do automatic debits from our credit card when we signed up or I'm not sure I would have much course of action judging from the previous reports. If for some reason Protection One does not remove this charge and my credit card company reverses the refund, I will be taking legal action in small claims court. I am on disability and most definitely cannot afford over $400 in fees for service we are not getting. I will also sue for any interest accrued on my credit card in the meantime, which of course is a very high rate of interest.
I am still waiting to hear back from Protection One and hope that they will resolve this matter, as they are the ones in the wrong. This is a rip-off and a fraud. I can see from previous reports that this has happened to other people, so I think it is being done on purpose. We will see if they do indeed correct this though. At this time I would suggest that people DO NOT sign up for service with Protection One unless they want a huge surprise on their credit card at the end of their service, even if they follow all of their requirements. We were happy with the service up to this point, but now I think this company is a complete fraud. I have many health problems, and this is the last thing I need to be dealing with. I will not be using this company in our future home if they are indeed trying to charge customers incorrectly.
I will update this report when I hear back from the local Protection One office to let everyone know if it was resolved properly by Protection One.
Elizabeth
Tucson, Arizona
U.S.A.
10 Updates & Rebuttals
Elizabeth
Tucson,Arizona,
U.S.A.
update
#2Author of original report
Thu, October 25, 2007
I have to say that Protection One has fully redeemed themselves to me. They have fully and completely to my satisfaction taken care of this matter. It was a simple computer mistake and it has been taken care of. I actually feel moreso that I would again do business with Protection One after this then before because the situation was handled well. I was very happy with the alarm services while they were on (always received calls for the alarm going on very quickly and police were dispatched very timely as well). I loved the feeling of safety it provided it while at home or especially when I was away from home. When we do get new service in our new residence wherever that may be, we will be calling Protection One. Thanks for your help and concern with this matter Stephanie. I feel your attitude and concern are representative of the other employees at Protection One that I've been working with.
Stephanie
Wichita,Kansas,
U.S.A.
I am glad you are getting this resolved!
#3UPDATE Employee
Mon, October 22, 2007
Dear Elizabeth, Thank you for keeping me updated on your situation. I am glad you are reaching a resolution. If you have any further trouble with your billing, please feel free to contact me. Respectfully, Stephanie Winkler Executive Customer Relations Protection One [email protected] 1-877-835-3338
Elizabeth
Tucson,Arizona,
U.S.A.
All Requirements Fullfilled
#4Author of original report
Tue, October 16, 2007
Stephanie, Thank you for your response. I have called Protection One a few times since this incident and a refund was issued to my credit card after I filed a dispute with my credit card company. Protection One was contacted by my credit card company and discovered that they weren't supposed to charge us as we had fullfilled our 3-year contract and cancelled before the last month was over. We knew that it would automatically renew if we waited over 30 days after our contract expired, so we were on top of our game with it. We also fullfilled all of the requirements to end our contract. I planned all of this out about 2 months in advance so we wouldn't get stuck. When I spoke with a representative today she again confirmed that we should never have been charged that amount and that it was returned. Since we had automatic deduction on our credit card every month we were always paid on time. However, a new headache has come of this. Even though our money was refunded our local Tucson office is showing us as having a balance due now because the money was refunded to our credit card. Now we have to wait and see if they're going to remove the charge as the national office told me they should. So far I don't know what to make of this since they did refund our money, but now we have an outstanding bill that we don't owe. The money was refunded so I'm going to give PSI the benefit of the doubt for the moment and hope this charge will be removed too. I'll update as soon as I hear anything.
Elizabeth
Tucson,Arizona,
U.S.A.
All Requirements Fullfilled
#5Author of original report
Tue, October 16, 2007
Stephanie, Thank you for your response. I have called Protection One a few times since this incident and a refund was issued to my credit card after I filed a dispute with my credit card company. Protection One was contacted by my credit card company and discovered that they weren't supposed to charge us as we had fullfilled our 3-year contract and cancelled before the last month was over. We knew that it would automatically renew if we waited over 30 days after our contract expired, so we were on top of our game with it. We also fullfilled all of the requirements to end our contract. I planned all of this out about 2 months in advance so we wouldn't get stuck. When I spoke with a representative today she again confirmed that we should never have been charged that amount and that it was returned. Since we had automatic deduction on our credit card every month we were always paid on time. However, a new headache has come of this. Even though our money was refunded our local Tucson office is showing us as having a balance due now because the money was refunded to our credit card. Now we have to wait and see if they're going to remove the charge as the national office told me they should. So far I don't know what to make of this since they did refund our money, but now we have an outstanding bill that we don't owe. The money was refunded so I'm going to give PSI the benefit of the doubt for the moment and hope this charge will be removed too. I'll update as soon as I hear anything.
Elizabeth
Tucson,Arizona,
U.S.A.
All Requirements Fullfilled
#6Author of original report
Tue, October 16, 2007
Stephanie, Thank you for your response. I have called Protection One a few times since this incident and a refund was issued to my credit card after I filed a dispute with my credit card company. Protection One was contacted by my credit card company and discovered that they weren't supposed to charge us as we had fullfilled our 3-year contract and cancelled before the last month was over. We knew that it would automatically renew if we waited over 30 days after our contract expired, so we were on top of our game with it. We also fullfilled all of the requirements to end our contract. I planned all of this out about 2 months in advance so we wouldn't get stuck. When I spoke with a representative today she again confirmed that we should never have been charged that amount and that it was returned. Since we had automatic deduction on our credit card every month we were always paid on time. However, a new headache has come of this. Even though our money was refunded our local Tucson office is showing us as having a balance due now because the money was refunded to our credit card. Now we have to wait and see if they're going to remove the charge as the national office told me they should. So far I don't know what to make of this since they did refund our money, but now we have an outstanding bill that we don't owe. The money was refunded so I'm going to give PSI the benefit of the doubt for the moment and hope this charge will be removed too. I'll update as soon as I hear anything.
Elizabeth
Tucson,Arizona,
U.S.A.
All Requirements Fullfilled
#7Author of original report
Tue, October 16, 2007
Stephanie, Thank you for your response. I have called Protection One a few times since this incident and a refund was issued to my credit card after I filed a dispute with my credit card company. Protection One was contacted by my credit card company and discovered that they weren't supposed to charge us as we had fullfilled our 3-year contract and cancelled before the last month was over. We knew that it would automatically renew if we waited over 30 days after our contract expired, so we were on top of our game with it. We also fullfilled all of the requirements to end our contract. I planned all of this out about 2 months in advance so we wouldn't get stuck. When I spoke with a representative today she again confirmed that we should never have been charged that amount and that it was returned. Since we had automatic deduction on our credit card every month we were always paid on time. However, a new headache has come of this. Even though our money was refunded our local Tucson office is showing us as having a balance due now because the money was refunded to our credit card. Now we have to wait and see if they're going to remove the charge as the national office told me they should. So far I don't know what to make of this since they did refund our money, but now we have an outstanding bill that we don't owe. The money was refunded so I'm going to give PSI the benefit of the doubt for the moment and hope this charge will be removed too. I'll update as soon as I hear anything.
Stephanie
Wichita,Kansas,
U.S.A.
Please contact me
#8UPDATE Employee
Fri, October 05, 2007
Please accept my sincerest apologies for any inconvenience you may have experienced while trying to reach a resolution to your concerns with Protection One Alarm Monitoring, Inc. ("Protection One"). Though our contract's have general renewal guidelines, I would like to discuss your unique situation. I am unable to find your Protection One account with the information you have provided. Please contact me at your convenience. You may reach me toll free at 1-877-835-3338 or direct at 1-316-352-2680. I look forward to speaking with you and resolving your concern(s). Respectully, Stephanie Winkler Executive Customer Relations [email protected]
Stephanie
Wichita,Kansas,
U.S.A.
Please contact me
#9UPDATE Employee
Fri, October 05, 2007
Please accept my sincerest apologies for any inconvenience you may have experienced while trying to reach a resolution to your concerns with Protection One Alarm Monitoring, Inc. ("Protection One"). Though our contract's have general renewal guidelines, I would like to discuss your unique situation. I am unable to find your Protection One account with the information you have provided. Please contact me at your convenience. You may reach me toll free at 1-877-835-3338 or direct at 1-316-352-2680. I look forward to speaking with you and resolving your concern(s). Respectully, Stephanie Winkler Executive Customer Relations [email protected]
Stephanie
Wichita,Kansas,
U.S.A.
Please contact me
#10UPDATE Employee
Fri, October 05, 2007
Please accept my sincerest apologies for any inconvenience you may have experienced while trying to reach a resolution to your concerns with Protection One Alarm Monitoring, Inc. ("Protection One"). Though our contract's have general renewal guidelines, I would like to discuss your unique situation. I am unable to find your Protection One account with the information you have provided. Please contact me at your convenience. You may reach me toll free at 1-877-835-3338 or direct at 1-316-352-2680. I look forward to speaking with you and resolving your concern(s). Respectully, Stephanie Winkler Executive Customer Relations [email protected]
Stephanie
Wichita,Kansas,
U.S.A.
Please contact me
#11UPDATE Employee
Fri, October 05, 2007
Please accept my sincerest apologies for any inconvenience you may have experienced while trying to reach a resolution to your concerns with Protection One Alarm Monitoring, Inc. ("Protection One"). Though our contract's have general renewal guidelines, I would like to discuss your unique situation. I am unable to find your Protection One account with the information you have provided. Please contact me at your convenience. You may reach me toll free at 1-877-835-3338 or direct at 1-316-352-2680. I look forward to speaking with you and resolving your concern(s). Respectully, Stephanie Winkler Executive Customer Relations [email protected]
