Protection One

Thieves cannibalized one of our 4 brand new A/C units. Police said the thieves would come back so we called Protection 1 to see what they proposed. They recommended interrupt relay transfers. We signed a contract for the installation of these relays. Problems started as soon as the tech came out. He brought the wrong relays. Right relays had to be ordered. Then he tried to get the HVAC contractor to wire the relays in the electrical box for him. When the HVAC contractor said no because his company would not be responsible for anything getting fried, he turned to the church. We told him no. Next day Protection 1 called to ream the pastor's wife out for denying his tech access to the boxes above the units on the exterior wall. Then the sales rep tried to talk the pastor's wife into agreeing to pay for the electrician. The contract explicitly states Protection 1 was responsible for installation. Over the next 2 weeks the pastor's wife told Protection 1 the church would not pay for the electrician about 6 times. When Protection 1 persisted in trying to force this upon her, she turned the matter over to the pastor. They talked the pastor into paying for the electrician (nearly $400) in exchange for a credit to the church account.

The pastor created a written agreement disclaiming any liability on the church, which was signed by them. The licensed electrician followed the wiring diagram provided by Protection 1 but the relays were fried. Several emails and text messages promised to issue the credit. This was in August 2011. We are now in January 2012 and no credit has been issued. When the church failed to pay for the next quarter's monitoring services because it had written agreement and supporting emails and texts, Protection 1 began its harassment of the pastor and his family.

The harassment got so bad the pastor had to change the phone number to the parsonage. When they figured out the parsonage phone number had changed, they started harassing the pastor on his cell phone at his place of employment. They have issued numerous collection notices thru the mail and emails. Even though their services were terminated in December because they defaulted on their written agreements, they are billing the church for services thru May 31, 2012. We filed a complaint with the BBB in Kansas. Protection 1 lied in its response. We have now filed complaints with the Department of Public Safety Private Security Division as well as the Texas Attorney General.

In around March 2010, I decided to have an alarm system installed on my home. I decided on Protection One because they did not require me to have a landline telephone and I could also install security cameras that I could view via the internet. The service technician who installed the alarm system installed the very large a/c plug in the garage and secured it to the wall with adhesive tape. Needless to say, this did not hold and the plug fell out off the wall, the backup battery drained and the system started beeping in the middle of the night. Since I had no idea what was causing this, many calls were made and Protection One employees had me checking all kinds of things that did no good whatsoever. Then, continually wanted me to take time off work and stay home so that a service technician could come back out to my house to figure out what the problem was. I was unable to do this. I finally had my son-in-law, who has worked for alarm companies in the past, come out and take a look. He discovered the fallen plug and secured it properly in a couple of minutes and problem solved.

The service technicians who installed my security cameras could not get them to work and camped out in my house working on my laptop for two full days. On the second day, the man said he had to use the bathroom which I directed him to my guest bathroom. Well, he took a big dump in my bathroom and did not flush the toilet. Since I do not regularly use this bathroom, I did not notice until the bathroom started to stink up the whole house after a few days. Then I had to go in and clean up the biggest mess you ever saw. I was completely disgusted. In the end, the only problem with the cameras was that they were using an out-of-date router. After two full days of camping out in my house, they finally ordered the correct router and the cameras worked within 5 minutes of the new router being installed.

At some point, one of my cameras stopped working. I called Protection One and informed them of this. Again, I had to take time off of work to be home so that someone could pick up the malfunctioning camera. They would not allow me to ship it to them. They wanted me to take additional time off work to have someone deliver a new one and program it. Well, after my previous experiences, I did not want any more of their service people in my home. When the employee came by the house with the camera, I took it from him but did not let him in. I then called the company and had them program the camera over the phone. A simple matter of logging into the internet and entering the cameras' MAC ID and name. You can access the set up screen from your own account on the internet, but Protection One will not give you admin rights to set up your own equipment.

Recently, I decided I wanted to purchase two additional cameras. I called the company and I asked to place the order, but I asked that the cameras be shipped to me and that they be programmed via the internet prior to shipment. I spoke to someone name Fernando. This Fernando seemed to make it his mission to make this the most difficult task I would ever perform. He had a "screw you lady" attitude right from the very beginning, even though I was spending over $600 on a new equipment with his company. He told me the cameras could not be shipped, that I had to take time off of work to be home for them to be delivered and programmed.

When I asked why I couldn't take responsibility and have them shipped via FedEx or UPS, he got a huge attitude and refused to discuss this possibility. I said, I had laptops and flat screen TVs shipped to my house without any problem. He said, not from my company. After the cameras were ordered and had arrived, this Fernando called me to arrange a delivery time. Again, I tried to explain the difficulty of getting time off work. He abruptly told me he could ship them back if I didn't want them and I could reorder them when I am ready. I told him I did not want to send them back. I would not have ordered them if I didn't want them. I was simply trying to come up with a workable way of getting them since it was nearly impossible for me to get time off of work.

In the end, I told him I would have someone else at my house and arrange for a day. He gave me a time of noon to 5PM. I asked if a 5-hour window was really necessary and he said it was. So I called my daughter and she was only available from 1PM to 5PM. So I called Fernando back and said I could have someone at my house from 1-5 or another day. He said 1-5 was fine. So I asked, then a four hour window was acceptable then? He did not answer me. I feel that this employee was not trying to be helpful at all and was purposely trying to make things difficult for me. I wonder if I could not have had the cameras shipped to my home if I had simply been able to speak to someone more reasonable.

When the cameras were delivered, it was clear that they had not been pre-programmed as I had requested, so I had to make another phone call. The representative I spoke to was completely confused. Even though I gave her all my information, she did not seem to know what kind of system I had. I kept repeating, I just needed someone to log into the internet and program the cameras. Well, she ended up calling Fernando, who told her I now needed to have someone come out to my house at a cost of $95 for a service call and $105/hour to install the new cameras. I told her no. That I had this done over the phone before and that I did not want her to speak to this Fernando anymore.

She called another technician, who was also completely confused and said he needed to call Honeywell. Honeywell was closed for the day. She continued to call technicians and finally, called the technician who programmed the camera for me the first time over the phone. It took him literally less than 30 seconds to program my two new cameras after I read off the ID numbers to him. He did this over the phone and no one had to come to the house, after Fernando told me 100 times that it could not be done. I now had it done twice. If only you're willing to age 20 years to get it done.

I signed up for Protection One over six years ago. I purchased a new home approximately one year ago and called to have my service transferred to the new home. When I talked to the salesperson on the phone, I clearly stated that I was relocating and she informed me that I qualified for a $150 service credit. After moving into the new home, a representative came to my home about thirty minutes late and later shared that included free monitoring through my cell phone and internet. It was not explained that I was actually renewing another three-year agreement. She then brought out the 5-6 page contract in seven point type for me to sign. In all honesty, I didn't read the contract in its entirety. She was telling me that she was running late had to get to her next appointment, and I was just tired myself so I signed it without reading everything through.

I didn't realize until today, when I tried to cancel, that the contract on paper was completely different from what the salesperson sold me on the phone. I called the customer service and asked them to pull up the recorded conversation. Conveniently, every call recorded option didn't worked in my case; the phone call was not recorded. If it had been, they would have found that the salesperson very blatantly lied to me.

I cannot renew the contract in my new place because I am not allowed to install a security system per HOA rules. Most contracts offer an out if you are unable to fulfill the requirements of the contract. Now, I have to keep paying the monthly charge for something I can't use or pay $750 to cancel. Even cell phone contracts are only $250, plus they prorate the $250 over the two months! As a result, I am obliged to pay a $750 cancellation fee in this economy.

I moved in 2009 and asked Protection One to switch identical service to my new home. The agent said remote/key fobs would be programmed for the new house. It took 8 months to reach someone regarding reprogramming (multiple redirects and hung ups).

I finally reached someone in November 2009 who worked with me over the phone to reprogram remotes. It didn't work. He asked me if I have the right receiver. I didn't know. He sent a tech who said that the original agent was wrong--my remotes only work with the system in the old house. He further told me that I needed to buy more equipment. Then he put me on the phone with the local office.

Protection One gave me multiple quotes; the first one almost $300! As I declined, the price went down. When I said I was going to another service because I'm taking care of my father with Alzheimer's and couldn't devote hours of my days/weeks to Protection One, the agent on phone asked, "Will you stay with us, if there was no cost for equipment?" I agreed.

Another tech came out the next day, and the receiver was installed. But the installer presented me with a 3-year contract extension, which I declined. He called the office. Several people called me back, each one telling me that I couldn't have receiver/remotes without a 3-year contract. Note that I didn't have a 3-year contract to begin with and there was no mention of a new contract when I was told that a receiver was being installed.

Next day, the installer came to remove the receiver. I got more phone calls from the office. Meanwhile, I signed up with another service. Protection One called again. They wanted to send back the installer a third time! I told them I was with another company. The response from the Protection One agent was that they'll harass me indefinitely, if I don't let the installer come out again and sign contract extension and that I'd get many bills, collections, credit ruined, threats, threats, etc.

My life revolved around Protection One and my father being in and out of the hospital. I received two final bills: one for $200, another for $313. Again, just like the cost of receiver, they are more disparate figures.

I contacted the Better Business Bureau. There was no response. But then the phone calls started. I started getting phone calls 4 times per day (2 on each phone line). In October 2010, my lawyer wrote a cease and desist. Rosalinda ** agreed to cease and desist, but the number of phone calls each day doubled. As required by law to commence a cease and desist, I answered several subsequent phone calls, but they were all automated. I have screen shots of every phone call made to my cell phone. I also have the dates and names of everyone who called me and the gist of the conversations.

Now, February 2011, I received a notice that they're sending my account to collections. Note that this has been going on for 2 years. I relied on the original agent's assurance that my remotes would work in the new house with only over-the-phone reprogramming needed. I made dozens of phone calls between March 2009 and November 2009 to reprogram remotes, all of which resulted in multiple transfers before being hung up on. Then I got shaken down for money via countless phone calls and agents, pressured into contract extensions, then threatened with harassment and my credit tarnished.

We own a building in Tucson, Arizona, which our printing company occupied. We have owned this building for approximately 30 years. At an unknown date, we had Protection One put in a security alarm, which continued until we sold the business to the present owner over 10 years ago.

In 2010, the present owner of the business found out that the cost for Protection One was almost double that of another local company.He changed the security system in the building. He did not sign the original contract, so he is not responsible in any way for fees Protection One is trying to collect, saying they did not receive 2 months notice of cancellation.

When the contract was cancelled, they tried to keep it in force by offering to match the price of the new Security company and did not say that there was a 2 months notice requirement. Since the contract was cancelled by the new business owner who did not sign the original contract, they should not have accepted the cancellation without notifying the building owner. They did not. So in essence, they are at fault.

They continue to harass both the present owner of the business, who does not own the building and the previous owner, who signed the contract quite a long time ago and who has not owned the business that occupies the building for over 10 years. Protection One has harassed the previous business owner for almost a year, making repeated phone calls, sometimes as often as three times a day to their home phone.

Repeated explanations have failed to correct their attempts to collect about $400 for what they claim is due because of failure to notify cancellation, 2 months before terminating their service. We challenge their claim. We the owner of the building was never once called about a 2 month cancellation requirement and only learned of this when repeatedly harassing phone calls have made to the owner of the building. He is now willing to contact a lawyer and pursue undue harassment on the part of Protection One.

They are at fault for accepting cancellation from the non-signer of the contract and have harassed the owner of the building in spite of explanations made by phone to them. We are fed up with phone calls, two and three times every single day. After reading the many complaints filed against this company, it is probable that action on our part against them will be likely.

I was inquiring as to the status of my agreement with their company for monitoring services. I initially signed on with Bellsouth Services which was sold to Protection 1. My contract was satisfied in August. I was not notified of its maturity, nor advised that a renewal would commence automatically. Now, I am contractually obligated for another seven months at a rate of three times what I can get for the same services. I must notify them in writing of my desire to cancel 60 days prior to term, and they will not accept a verbal or email authorization to do so. If I cancel now, they hold me responsible for the remainder of the auto successive term.

If they don't receive the cancellation in time or acknowledge that they received it, they will renew again and I will be forced to another year. Numerous complaints appear on the Web indicating that they use this tactic to force renewals as they deny receiving the notice of request to cancel. The address they provide for the letter is a P.O. box so how can you confirm receipt if no one is there to sign it? This is a baiting tactic. Terminating the service now will cost me out-of-pocket expenses.

I signed up for Protection One over 10 months ago. When I talked to the salesperson on the phone, I clearly stated that I would only be in the home for 10 more months. I relocate for my job pretty frequently. However, I was broken into and didn't feel safe not having an alarm system. He told me it was not a problem. So, installation person arrived and set everything up. He was 2 hours late so he didn't arrive to my home until almost 6. He ran into issues when installing the system and wasn't finished until 9. He proceeded to tell me he had been up since 6 and really wanted to get home. He then brought out the 5-6 page contract in 7 point type for me to sign. In all honesty, I didn't read the contract in its entirety. He was telling me had to get home, and he hadn't eaten since noon. I just was tired myself so I signed it without reading everything through.

I didn't realize until a month ago when I tried to cancel that the contract on paper was completely different than what the salesperson sold me on the phone. I called the customer service and asked them to pull up the recorded conversation. Conveniently, the every call is recorded option didn't work in my case. The phone call was not recorded. If it had been, they would have found that the salesperson very blatantly lied to me. I cannot renew the contract in my new place because I am not allowed to install a security system per HOA rules. Most contracts offer you an out if you are unable to fulfill the requirements of the contract. Now I have to keep paying the monthly charge for something I can't use or pay $750 to cancel. Even cell phone contracts are only $250, plus they prorate the $250 over the 2 months!

My name is Susan, and as part of the Executive Customer Relations team with Protection One, my focus is on resolving unique issues that sometimes occur. Ms. ** was contacted directly in order to address her concerns. I am happy to report that we have been able to reach a mutually agreeable resolution.

I had an account with Protection One Service. This a home security system for over 20 years.The system required some repair couple of years ago and a service repair man came to the house and replaced some of the parts according to him. He then asked me to sign a form like a bill.This appears to me as standard operating procudere. I called Protection One in June 2009 informing them that I will be moving from Roseville CA.to Atlanta GA.They informed me at that time that my request should be in writing,that was done.They contunied to with-draw from my banking until the bank was informed to stop all payments to that account since it was already closed.

Protection One had no further communication with me regarding said account. I received a letter in the mail from Asset Resources, INC. a collection agency demanding payment for balance owed to Protection One. I spoke with a Steve.He claimed to be a Supervisor. He was rude out of control, disrespectful,and shouting over the phone.He contunied to threaten me regarding this matter to the Credit Report Department. I responded to him that I needed to speak with Protection One to understand what situtation or circumstances had occurred that was unknown to me.

I placed a call to Protection One at 17:15 pm Eastern time and spoke with Michelle. She was informed that I was extremely dissapointed with a company that had my account for many years and failed to communicate with me had there been a dispute with me terminating the service. I moved from that address August 1, 2009. The Post Office had my new address and all my mails are being delivered timely. The California home telephone # was diconnected. However, my Cell # remained the same. At no time did I receive a call or a letter indicating a dispute.

I then spoke with Jennifer a Supervisor from 17:45pm to 18:00. Eastern time. According to her, I signed a contract and is responsible for the term of the contract.I had an inital contract and after 20 years why would a contract be needed, was my comment. There was never at any time a late payment. I beleived that Protection One failed to notify me by telephone or in writing since August 2009. and when I communicated with them in October 2009.

As a paying and employed consumer I have the right to be treated fairly. This situtation has given me heart Palpatations and a headache.

I requested another Supervisor in an attempt to try and resolve this lack of communication. Lisa spoke with me from 18:00pm to 18:50pm. At this time I was very exhausted and inform her that I will make a complaint in writing and report this situation to the News Media. She questioned if that would give me satisfaction.I beleive that the public need to know that loyality is not as important to some companies as money. Lisa promised that she would be in touch with me this week by Friday 2, 2010. She was given my home and cell telephone number. I am now retired and paying for a service that was cancelled is a hardship for me in an ecomonic time such as this.

My name is Susan, and as part of the Executive Customer Relations team at Protection One, my focus is on resolving unique issues that sometimes occur. As such, I reached out to Tony of Pendleton, KY and am happy to report after reviewing his concerns with him; we were able to reach a mutually beneficial resolution.

Protection One had been harassing us with phone calls and emails since February 2009. We have not had any landline since approximately 1/23/09. We had informed Protection One's technician, "Elvis," regarding this. There had been exchanges of emails with the management and we had tried to let them know we no longer could afford the regular phone system nor their monitoring fees. We had been monitored by the company since 4/89 when they're called Knight Protection.

This issue has dragged on for years. I purchased an alarm system from the Southern Company years ago at full price so that I would not be locked into any contract. I was on month to month. A few years later Southern Company/PowerCall Security sold its monitoring service to Protection One. After my wife passed away in May of 2001 I had to relocate to the Washington DC area and at some point while up here I decided that I did not want to continue the $16 a month service so I called to have the service discontinued.

Well years later after I got a credit report I learned that Protection One disregarded my request and decided to continuously bill me for a while until the bill reached well over $100... of course I was livid and complained, but to no avail. I made my initial complaint to the then CEO Annette B.

When I inquired later (after she had left the position) the lady I spoke to indicated that Annette B.'s notes did not indicate that I called about termination, but a problem with service. (I never had a problem with service because I was not residing in the house); This Company is nothing but a vulture and not willing to resolve issues in the interest of fairness!

This issue has scared my credit report for years. I refuse to pay them one red cent. beyond the month after I reported to their call center to discontinue service. I did not pay all that money (full price for the alarm system) to be suckered into the dilemma I fell into, had I been obligated for a certain period of time of a long term contract.

signing the card.that we did not receive

My daughter and her husband got dressed and drove over to my home. My daughter entered the locked front door and found that the alarm key pad had been ripped off the wall. She continued on and discovered that some of the drawers of my jewelry armoire in my master bedroom had been gone through and a couple of them were lying on the floor. In addition, my dresser drawers had been rifled through and my safe which was bolted to the floor was pried up and taken. Upon further inspection she found that the thief had broken a window in my family room to gain entrance.

Protection One called my house once again, I believe because the front door had been opened and asked if everything was okay. My daughter informed them the house had been broken into. They then asked her if she wanted them to call the police to which she said yes.

A week later at about 4:30 in the afternoon, I decided to air out my room and opened the window in my master bedroom. About three minutes later my phone rang. Protection One was calling because they said there was an alarm was going off. I explained to them that I had been robbed one week prior and there wasnt even a keypad on the wall. I hung up the phone only to hear my cell phone ring. Another representative told me that I needed to supply them with the okay code. When I gave her the code she said that it was wrong. I informed her that it was the correct code and that the original code (which was a number) had been changed a couple of years ago to a word. Apparently this monitoring station didnt get the change and called the police. When the police arrived, I had to prove my residency. Funny how Protection One didnt feel it necessary to call the police at 12:30 in the morning but felt it necessary at 4:30 in the afternoon. To add injury to insult, I also received a bill from Protection One that same day for $95.00. The bill was for technical services.

I feel that Protection One failed to protect me. I pay a monthly fee to this company to monitor their alarm system and for what? They didnt call the police even though they were informed that no one was home and they couldnt explain what an extension module failure was. I spoke to my neighbors who said they never heard an alarm siren sound. The thief crossed in front of a motion sensor on the way to the master bedroom and ripped the sensor off the back door I believed when he left my home. In addition, they put my daughter in a potentially dangerous situation. They told her there was no alarm going off that it was an extension module failure. Im thankful that by the time she entered my home the thief was gone.

My daughter and I were not only robbed of our possessions but of our sense of security too. I am now installing window guards on my home costing thousands of dollars.

Protection One installed our home security system. The entire installation was a nightmare, it took almost two months for the alarm to be in proper working order. The technicians came ill equiped, had to order parts, replace faulty sensors. You name it. That was frustrating, but in itself wouldn't have been enough for me to write a complaint. What happened today is the reason why I am taking the time to warn other consumers.

In October, our prescription medication was stolen from our home by a Protection One installer. We kept the medication in master closet where our alarm panel is located. Nobody but the installer, my husband, and myself had access to the closet.

The day after the technician was in our house I noticed the theft. The bottle of hydrocodone and bottle of oxycodone were gone. My husband contacted Protection One immediately and was told that they would look into it. We never heard back from them.

I called three times over the last six months and never got a call back. Today I spoke with the regional manager who told me that an internal investigation was performed and that he can assure me their technicians were not at fault. He would not tell me the details of their internal investigation. Lovely. So, basically what he was saying was that we stole our own medication and they are not at fault. Do not let these people in your home, and if you do, do not leave them unsupervised.

I originally signed a contract for 3 years. I moved my office at 2 years. I asked them to transfer my contract without a new contract. They told me "no problem". I new that I had one year at my new office. I called to cancel service and they told me I had another 3 year contract and that I initialed it. I initialed because I thought it was my original contract which is what it was supposed to be. They want to bill me for another 2 years. This is unjust. Im very upset because I made it clear to keep my original contract.

I cancelled my service in November on my annual bill. They have refused to cancell. After harassing telephone calls I again requested cancellation. They claimed they would send an acknowledgement that I would sign and the service would be cancelled. Instead no documentation has been sent and the harrassing phonecalls continue seven days a week as late as 8 P.M. at night.

I do not understand why I cannot cancell this service but it is obvious that they wish to harrass and clearly are violating the law. I have not used this service for six months and cannot understand why the harrassment continues.

It is upsetting to receive these constant phonecalls which I refuse to answer. I was promised documentation. It is obvious that they are attempting to threaten me and have no intention of closing the account. It was to be closed effective November, 2008.

Someone opened an alarm account in my name 12/1998. I didn't discover this until I got financial counseling on my credit. I was sent the original copy of the contract. I've lived at 3763 whitebirch drive from 1993-2000. I called the county accessors ofc in memphis and they didn't show a physical address for 1482 baggett where the alarm was suppossedly installed. I did a zaba people search for Nattie Ford the other person listed along with myself on the contract,no hit. I contacted the economic crime investigation bureau and they told me to file a fraud report,contact you all and lastly put a 90 day flag on my report. I have yet to file the report. It will cost me $15.oo to get a copy but when I can I will get the copy for my record. I've never needed an alarm for any reason and therefore want to protest my innocense in this matter.

Alarm system was cancelled when I received a notice that the analog system would not operate after Feb 2008. I switched to ADT who offered a digital cell back up to their system. I notified Protection One immediately and switched the system to ADT.

Protection one has sent me bills through out the whole time. I started out with a credit on my account of two months. I've talked to dozens of people who all assured me it was taken care of. Now I get a bill for almost 250.00 stating I owe them for their basic alarm system. On the billing for the equipment I paid for; $1164.00 plus another 150.00 for the cell feature. They state the basic system is exclusively theirs. The itemized statement I have clearly includes their basic system. I feel Protection one is clearly out to rob me.

Loss of credit of payments, these people are driving me crazy!

I had filed a complaint about Integrrated Alarm Services, and in the end I settled with them. Through the settlement I have terminated my contract with them. Even after the settlement they continue to send me bills, this time through a sister company (Protection One), a company that I had not even known about or had any previous services with. They even have an account number(006837243-01-5059) with me that I didn't even know I had.

This has caused me severe mental trauma and physical anguish. Also I had to pay $318.00 in the settlement as well.

The salesman told me the contract was for 1 year. I paid over $800.00 for installation of sensors and 1 box, most of the sensors were from an old unused system already in the house. I paid $34.95 for 1 year and had to move out of the house, moving 140 miles away, house is up for sale now. They won't stop the bills even tho' the system is off, and recently billed me for a total of 2 more years. And screamed at me on the phone "you signed for 3 years and you owe for 2 more years" and now billed me for 2 more years in one billing. I'm a senior citizen, in bad health and yet the intimidation and cruelty was there on the phone trying to get them to stop the service since I'm not longer at that house and have it up for sale (at a huge loss), I might have to file for bankruptcy.

Protection One took over MultiMedia Security Service, Inc. in 2000 and failed to monitor our home security system properly. Our keypad has been giving us error messages that doors and windows in our home are open ~ they are not. When attempting to contact a service rep., we receive no response to our home month after month until August 5, 2002. Mary Young sent a service rep out who agreed we had faulty wiring that should have been modified and changed when the company was taken over by Protection One. However, Protection One calls our home with an automated system requesting payments each month, when payment has already been sent to them. The account manager, told us the only way we could have service is to renew our contract with them. We told them it would not be lucrative to continue with a contract that they are not honoring by not servicing us the consumer. We are maling a letter today requesting termination of service. When we told Ms. Young we were going to terminate our service and go with Brinks she asked for a copy of their contract to compete with there cost, but failed to resolve our keypad and monitoring issue.