ComplaintsforNorth American Protection, Inc.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our attempts to reach the vice president/company have proven unsuccessful and extremely concerning given the nature of the services they render. We have been experiencing ongoing issues for the last 5 years since contracting their services. System issues (faulty motion detectors and sensors, slow monitoring company responses, lack of monitoring company response), work temporarily after service visits, but then they stop functioning. The latest issue and most concerning is that our alarm system trips but there is no call or response from the monitoring company. We have also discovered that the ********* cell radio is not working; the monitoring company has subsequently failed to reach out and inform regarding failed signals from our system. We have requested a credit for the last three months of service that we've paid for since our service has been inactive. Nevertheless, have not received any response to our inquiries concerning service concerns and/or decision to terminate NA Protection's service with us. They are essentially a missing in action situation right now since have had no way of reaching them.

  Business response

  11/05/2024

  ******** ** **** ****** ******** ****** ********* ***  ********
  
  This complainant was a happy customer of ours since November 21, 2018.
  
  Over the years, we have made changes and upgrades to alleviate false alarms from the window sensors that were activating the alarm system.  We installed a wireless radio for communicating to central station due to the customer eliminating land line in their home.
  
  Over the course of several years the alarm has been accidentally activated and reported immediately to the central station.  Customer was notified and passcode was given all within a 1-2 minute response time.  
  
  The last alarm code was received on June 26, 2024 at 12:11:48 and the customer was notified by central station at 12:11:49.  Since that date the customer has made contact with me (though I do not remember the exact date) to let me know the alarm was triggered and he did not receive a phone call from central station.  We discussed looking at the wireless radio, powering the radio down to reboot alarm which the customer said he would do and get back to me.  
  
  The customer has not been in touch since that call until last Friday, 11/1/24.  If he has been trying to reach me I have not received a message or text message from him, which is how he has always made contact in the past.  The customer did not even give me the decency of 2 full business days to respond to his latest call before filing this complaint.
  
  We are a company with over 40 years of service.  We pride ourselves on providing quality service and response time to our customers.  We do not hold anyone to a 30-day notification to cancel monitoring services if they chose to cancel for any reason.   Therefore, under normal circumstances we do not provide a refund.  In this case however, we will make an exception and refund the customers last payment made.
  
  Sincerely,
  Don R***
  North American Protection, Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩