A Knoxville, Tenn., couple that was duped by an independent sales contractor working for Protection 1 back in May has received a full refund.
The refund comes after John and Janet Gary, ADT customers, were tricked into receiving a home security service from Protection 1 after a salesman told the couple he was with ADT.
WATE 6 followed up by contacting Protection 1’s national office. The company responded with a statement from a senior vice president saying the Garys would be fully refunded and appreciate “the opportunity to right the situation with Mr. Gary.”
“Mr. Gary’s contact with Protection 1 has been cancelled and he will receive a full refund for any money that he has paid Protection 1,” the statement read. “We appreciate this situation being brought to our attention as we have built our foundation on great customer service. Protection 1 has maintained an A+ rating with the Better Business Bureau for more than 15 years in part, because we do not tolerate any behavior or approach that would serve to confuse or deceive a potential customer. On the rare occasions where we find that our strict policies and procedures have not been followed, we take immediate action to release the customer from their contract and discipline the individual involved.”
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The salesman approached John Gary at the foot of his driveway and reportedly fooled Gary into thinking he was getting a service from ADT. Gary signed papers and didn’t think anything of the service until he received two separate bills: one from ADT, and one from Protection 1.
Janet Gary called Protection 1 customer service about the issue only to be told that her husband had signed the papers. She later told Protection 1 that “we’re not paying anything. I said we were scammed.”
John Gary is a recent retiree, and Protection 1’s statement also noted its 90-day cancellation policy for seniors.
