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This business is not BBB accredited.

Protect America, Inc.

Find a Location

Phone: (800) 951-5190 Fax: (512) 218-1162 View Additional Phone Numbers 3800 Quick Hill Rd, Austin, TX 78728 http://www.protectamerica.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers residential security system services.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Protect America, Inc. include:

  • Length of time business has been operating
  • Response to 462 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

462 complaints closed with BBB in last 3 years | 169 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 56
Billing/Collection Issues 118
Delivery Issues 11
Guarantee/Warranty Issues 5
Problems with Product/Service 272
Total Closed Complaints 462

Additional Complaint Information

BBB has worked with Protect America to eliminate the underlying cause of BBB complaints. BBB has seen a diminished volume in disputes against Protect America. 
Based on BBB files, complainants allege they cancel their service agreement but the company continues to charge them and in some cases, their contract renews without their knowledge. Complainants also allege the monitoring equipment received does not work as designed.  Complainants generally seek refunds for alleged over charges and cancelation of monitoring contract.

Protect America has responded to BBB indicating the cancellation policy is listed in their Terms and Conditions in their contract which the consumer must sign off on as well as auto-renewal terms and conditions. Additionally the company states every consumer is notified about the cancellation policy during the initial sale. The company generally requires that the consumer follow cancellation procedures as indicated in the contract. Protect America has also generally responded to consumer complaints of faulty equipment by stating consumer installation of equipment was incorrect and Protect America has set up quality control measures to attempt to prevent installation issues to include step by step walk through instructions with Protect America phone support.

For more details regarding disputes received by BBB, please visit the complaints tab of this BBB Business Review.

Customer Reviews Summary Read customer reviews

38 Customer Reviews on Protect America, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 35
Total Customer Reviews 38

Additional Information

BBB file opened: January 28, 1993 Business started: 10/28/1992 Business started locally: 10/28/1992 Business incorporated 10/28/1992 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Public Safety
5805 N Lamar Blvd, Austin TX 78752
www.txdps.state.tx.us
Phone Number: (512) 424-2000

Texas Department of Insurance - State Fire Marshal's Office
PO Box 149221, Austin TX 78714
www.tdi.state.tx.us
Phone Number: (512) 305-7900

Type of Entity

Corporation

Business Management
Ms. Janet Laird, Vice President of Customer Care
Contact Information
Customer Contact: Mr. Andy Marks, Operations Manager
Business Category

Burglar Alarm Systems - Dealers, Monitoring & Service


Customer Review Rating plus BBB Rating Summary

Protect America, Inc. has received 3.54 out of 5 stars based on 38 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.