Protection 1

Protection 1 Reviews

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About Protection 1

Protection 1 was founded in 1988 and provides security services to residential and commercial customers nationwide. The company offers customizable security systems to fit your specific home or business needs, and its systems connect to 24/7 professional monitoring centers. Protection 1 guarantees that when you call for help, you’ll speak with a live receptionist.

    Pros & Cons

    Pros
    • Smart home technologies
    • Highly customizable
    Cons
    • Installation charges

    Featured Reviews

    Verified
    Oakville, CT

    We chose Protection 1 after doing some research on what they had to offer compared to other alarm companies and their level of customer service after the sale. We have been a cust...

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    Verified
    Lemon Grove, CA

    ...I would’ve never bought this service if I understood initially the motion sensor was not compatible with a dog. There is never a supervisor present with their company and the a...

    Read full review

    What is Protection 1?

    Protection 1’s security packages include 24/7 monitoring and intrusion protection. Customers can monitor their home and control lights remotely by using the Protection 1 app. They can also control door locks, lighting, appliances and their thermostat with the company’s home automation features.

    Protection 1 includes alarm monitoring in its monthly contract cost. Protection 1 has more than 60 monitoring locations and employs more than 3,000 certified professionals. Its alarm systems can also alert you to hazards like carbon monoxide and fire.

    Protection 1 cost

    Protection 1’s home security system packages start at $45.99 per month with a 36-month contract. Customers may choose to customize their security system with optional equipment.

    • Secure Home ($55.97 to $60.97 per month): Protection 1’s Secure Home package provides basic protection from intruders with 24/7 monitoring. It includes a control panel, three door/window alarms, a motion detector, 24/7 alarm monitoring and professional installation. You also have the option to add additional items to this package for an added fee.
    • Smart Home ($65.31 to $70.31 per month): Smart Control includes everything from the Secure Home package, including all possible add-on items. You also have the option to add on several smart home items, including smart LED light bulbs, garage door controller and additional smart plugs and smart door locks for an added fee.
    • Video ($75.47 to $82.14 per month): This alarm option includes everything in the Smart Home package plus cameras and the ability to monitor live video feeds. HD outdoor cameras plus additional indoor cameras and video doorbell cameras can be included for an added fee.

    How to install Protection 1 security systems

    Protection 1 uses local contractors to professionally install its systems. The company charges $150 for installation and adds a fee for fire, carbon monoxide and medical alert services. You work directly with Protection 1 to contact a professional who visits your home to assess its access points and install the security system.

    Protection 1 FAQ

    Is Protection 1 the same as ADT?

    ADT merged with Protection 1 in 2016. The two companies operate independently but provide similar services and products. The companies offer the same detectors and sensors, for example.

    Who owns Protection 1?

    ADT and Protection 1 are owned by private equity firm Apollo Global Management LLC. This allows them to share technology and support to offer superior service.

    Can I use Protection 1 without monitoring?

    No, you can’t use Protection 1 without a monitoring contract.

    How much does Protection 1 cost per month?

    Protection 1 costs start at $45.99 per month when you sign a 36-month contract.

    Does Protection 1 equipment come with a warranty?

    Yes, all Protection 1 equipment packages include a limited warranty. This warranty is in effect for the first 90 days after installing the system. There is also an extended limited warranty plan that can be purchased for an additional fee.

    Protection 1 Reviews

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      How do I know I can trust these reviews about Protection 1?
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      Page 1 Reviews 0 - 10
      Customer Service

      Reviewed Jan. 25, 2024

      I had been a customer of ADT/Protection 1 for 23 years plus. They provided great in home service, and I was never late with a payment as it was auto billed. On 4/3/23 I called & spoke with Claire & Jennifer. Advised I will be closing on my home & moving as of 4/9/23, I was told they would cancel my account on 4/7 - end of my billing cycle. I received a bill dated 5/4/23 for service thru 5/03/23. Upon calling I was told I am responsible for monitoring 30 days after my cancellation. I said that I was never told of such & will not pay for service I did not request nor need. Again I received a letter from their collection department dated 12/13/23 which had a number to call which was out of service.

      Ultimately I spoke to Pedro & Kendall in accounts management who agreed this policy of paying 30 days after cancellation was NOT in my contract but is in their "cancellation policy". I said I never received same & he was to send me a copy which I never received. He told me that if I had subscribed to their service at my new home, the fee would be waived. I informed him that I live in a gated community so no need for their service. I protest this charge of $55.98. If I had been aware of this practice, I would have had the new owners reimburse me or pay the charge themselves since they have subscribed to ADT/Protection 1. This charge is unfair, unjust & appears to be just a way to get more money from a loyal customer of 23+ years.

      Customer ServiceInstallation & SetupTech

      Reviewed Sept. 21, 2021

      Avoid this company at all costs - they botched my new installation and there is no heat in the house for >>over a month<< . I have been a Protection1 customer for 25+ years and decided to upgrade the system and add cameras. Big mistake. The installing techs didn't install everything they should and didn't properly test the system. They left the thermostat improperly connected, effectively breaking my A/C.

      Their customer service is not capable to arrange a quick service visit to fix what they broke. When they arrange a visit, the tech does not show up. There were about six different appointments scheduled, with an unprepared tech showing once, to say the thermostat needs replacement. After more cancelled appointments, I was told this was their highest priority and somebody would come the same day. They didn't. Nor the next day.

      Next I heard that "it would be treated as emergency" - with an appointment scheduled in two weeks! I escalated to a manager, and they said they would come in a week! Supposedly missing a part now - after scheduling it several times before. I am a senior and have no heating in the house for 5 weeks now. I have 63-65 F in the house. This is in the Seattle area.

      Their customer service is very, very poor. Some of their customer service reps are trying to be helpful, but some are take-it-or-leave-it, stop bothering me. After all these encounters, it feels like the customer reps are powerless and it's just a lip service, to hide the fact that they cannot make the tech to come when they say they would come. I am still waiting for the fix.

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        Monitoring

        Reviewed May 15, 2021

        Protection One has been a decent company to deal with. They are fairly attentive to your inquiries and do a good job with monitoring. They offer up to date technology options and easy options for paying your monthly invoice.

        Customer Service

        Reviewed Jan. 21, 2021

        I have been a Protection 1 customer for 18 years. They bought ADT 4 Years ago, P-1 Customer service on a scale of 1-10 is a 20! Fast response time, always with a very friendly voice, they Aim to please & they even gave me free months that is why I stay with them plus the system is state of the art not a cheap looking bathroom air freshener look rather a professional LCD Screen from Honeywell called the Tuxedo that shows weather, zone status and so much more. Over 23 zones & even water alarm sensors on all floors in all bathrooms, under the kitchen sink, dishwasher, out in the garage by the water heater, laundry room all monitored 24/7. 18 years and will choose them for my next home as well. The company seems to be really interested in you rather than the just a monthly service fee. Plus professional techs come to your house if the system needs a battery or update.

        Customer ServiceContract & Terms

        Reviewed July 3, 2020

        I have a "Do it Yourself" system with Protection 1. I had to sign a 3 year contract which I hated doing. My fault, my credit card number changed and I forgot to inform them as I had autopay. After an email saying I was late with payment, I called and updated my card and thought all was good. Two months later I got an email that I was behind on payments; how can that be, I have autopay? They only used my card for later payments, not the one that was past due; no explanation for why. That was problem 1.

        I moved, my new home has an additional door so I called for an additional door sensor, costs $45 when I paid $90 for 3 door sensors, motion detector, 3 glass break sensors and base unit. I was told it would ship in 3-4 days; the money was out of my account the following day. I called 2 weeks later as I had not received the sensor. First person said the sensor "hasn't gone to the warehouse for programming yet". I asked why and how to resolve this and the transferring started; spoke to 5 additional people. I had to tell my story to each person, verify password, etc.. Last person I spoke to said he would look further and promised to call back within 30 minutes but never did. That was 48 minutes on the phone, mostly on hold.

        I called today, was transferred only once and told the order had been canceled and there was a credit on my account. When I asked when the order was canceled, he stated yesterday, the day I called to find out where the sensor was. I did not cancel the order. He stated they would not refund the money, even though the mistake was theirs. The only way for me to get a new sensor was to create a new order and pay again. This call was 34 minutes. When I said that was unacceptable, I was told that I would need to speak to billing to resolve this and they are unavailable now and to make, yet again, another call during the week when I work. So after 82 minutes of my time, I have no order and am out $45 plus tax, have an unprotected door. Several people I spoke to were nice but unhelpful, 2 were downright rude. They are quick to take your money but otherwise a nightmare to deal with. Please stay away and use another company.

        Contract & Terms

        Reviewed Jan. 30, 2020

        Protection 1 sux! Bought a new home with a current and active system and Protection 1 will not let me out of the Contract. My apt lease expired and I can't use their system at the new home. They won't work with anyone. "Dwayne" stated "we are working with you, if the new person that moves in the apt takes over the contract." As if I have control on when it gets leased and if they want the service. I will never use ADT/Protection 1 again. I have been a customer for almost 20 years! Go with anyone else but Protection 1! I had a lot of issues with the system in the beginning as others had too.

        Contract & Terms

        Reviewed Jan. 14, 2020

        Stay away from this company. I have been with them 10 years and we sold a lake house that we had their services. They say I have a verbal contract with them for 2 more years. They can't give me anything to show this to me unless I get a court order. So they want me to pay 750 to cancel them.

        Customer Service

        Reviewed Dec. 13, 2019

        Protection 1, now ADT has a terrible billing/customer service department. We have had constant problems with them. It started when our card on file expired (October) and the payment declined. Our fault we missed updating. No problem, we immediately took care of it and put a new card on file. We were told that it would take effect right away and nothing else would need to be done. Afterwards, for the next couple of days, we continued to get calls demanding we pay them because we were "overdue" so Protection 1 said. We kept providing the confirmation number and we kept getting the same excuse, "oh well you're on a call list and you must not have gotten updated." Fast forward to November's payment. We get another call, "you're overdue, we need you to pay, we can use the card on file...blah blah blah".

        After some research, the card didn't immediately take effect like we were told. Again, we immediately paid the balance and got a confirmation number. The next day, I again received several calls, "you have a past due balance...blah blah". We provide the confirmation number and tell them we already paid. "Oh, you must not have been taken off the list. You're off now so disregard the call." Not an hour later....another call. "You have a past due balance". Come on Protection 1....get your act together. Train your people correctly and DO YOUR JOB! Terrible customer service. Terrible billing department. I could write more reviews on their tech team, but that's for another time. If you read this, do yourself a favor. Go with someone else or be prepared for total incompetence with this company. We are now getting rid of their service.

        Reviewed Nov. 22, 2019

        I wouldn't recommend Protection One to my worst enemy. Junk equipment, and worst service. Do yourself a favor and search reviews before picking a security company. Or better yet, find a local security company. Since we switched, the nightmare ended. I can't say enough about how bad this company is...

        Customer Service

        Reviewed Nov. 22, 2019

        I called several times over a month and told them to stop billing my card. They promised they would and bill the appropriate person. They also said in two conversations for me to look out for a credit to appear on my card. Needless to say it never appeared. My last conversation to complain was greeted with indifference and a claim that they had no evidence on their computers that I'd called, and yet they had the name of the new person to bill at their fingertips. Shabby company, don't use them.

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          Protection 1 Company Information

          Company Name:
          Protection 1
          Address:
          7255 Corporate Center Dr., Building 2, Bay F
          City:
          Miami
          State/Province:
          FL
          Postal Code:
          33126
          Country:
          United States
          Website:
          www.protection1.com