Protection 1ConsumerAffairs Accredited Brand
Since 1988, Protection 1 continues to grow and become a leader in the full service security industry. We strive to provide services to residential, commercial and national customers. We will customize your security system to fit your specific home or business needs.
Our 24/7 professional monitoring centers will be there to ensure your safety. Protection 1 guarantees when you call for help, you will speak with a real person. Keep your family and business safe - call today!
My story is a Pandora's Box of countless aggravating phone calls. The CEO has no phone extension to be reached at? The email address for the CEO, has to be incorrect, otherwise, he most certainly would have replied to my concerns about his employees horrible customer service. I signed up for cameras to be installed, and was a cash customer to my already existing account with them. After 2 months of trying to get a credit they promised me, because their install person could not figure out the install, they AGAIN put a charge on my credit card without my authorization! I have no idea what this charge is even for at this point. Each rep gives me a different answer to what the charge is. It truly is so sad that you cannot reach ONE person to handle your complaint, and try to show you that you are VALUED as a customer. Even their phone recording has ELIZABETH as their customer service manager, who is just a RECORDING, not a PERSON.
Thank you so much for taking my call today. I apologize for your experience and appreciate you giving me the opportunity to correct the account concerns. It is disappointing to know that you have not received the best service that we have to offer. I want to thank you for your business and being our customer.
Please do not hesitate to contact me with any questions or concerns.Thank you,
Complete disaster and would give less than one star if possible. Had excellent security system previously installed by ADT. Needed several sensors replaced due to upgrade to windows and a door. Installer said wires were no longer any good and had to change them. Found out later he lied. Sent 9 page brief description of the 10 hour install - have not had a response. System does not work and we were charged for this piece of crap. Will be hiring a lawyer and suing this company. Could have easily settled but they are nothing but bad salesmen. Don’t use them - choose another security company. Never had a problem with ADT in the past but things have changed. They no longer care about their customers.
Let me start my review by saying that my account got behind due to my credit card being lost when I had surgery. I called to update the credit card and made a payment to bring my account current. This should have been the end of my interaction with this company but it wasn't, everyday 10-15 times a day I get collection calls. No one ever says anything, the calls drop and they call right back. I have a husband that is deployed overseas and a special needs child so I have to keep my phone on at all times but it is certainly not on to be bombarded by calls from this company every day all day.
I spoke to a supervisor in customer service who advised me that there was a problem with the auto dialer and that he would make sure that I no longer get any calls. They stopped for a day and continued. I requested to cancel my service due to this and was advised that I would be billed 700 from a very rude ignorant woman who didn't seem to care that the only reason why I was calling is because of the treatment that I was receiving from their company. I have never ever been treated in such a poor way by a company in my life and will seek legal assistance to distance myself from this company.
Thank you so much for taking my call today. I sincerely apologize for your experience and the inconvenience it has caused you. We appreciate you bringing this concern to our attention. Please do not hesitate to contact me with any concerns. I hope you have a great March.Respectfully,
Our previous condo board president contacted Protection 1 to have security cameras installed in our parking lot. The original agreement was that we were purchasing these cameras through a payment plan and after the balance was paid we would only be billed for a monthly maintenance fee (in case a tech ever had to come out). Soon after, I became board president. After a few years of paying the bill regularly -- and paying off the cameras -- we decided we didn't want to keep paying the maintenance fee. I called and was told the maintenance contract could only be cancelled in the month of October and in writing. I waited until October and called again to cancel the contract. I was told I was supposed to submit the request in writing 30 days before October and because I'd failed to do that I had to wait until October of the next year (or September -- if you're following their scam wording).
I said, "No way, the cameras were paid for and we wanted this maintenance contract nullified." Then I was told that the cameras were not paid for and that we actually had leased them and if we stopped paying we'd be breaking the lease agreement. I went over my paperwork and there was nothing in the contract that said anything about a lease. At this point we'd paid far more than the cameras were worth, but they expected us to simply keep paying in perpetuity. I insisted there was a mistake and asked if there was some way to resolve this issue.
I was told I could request a termination of the "lease" in October, whereby they would come and collect the cameras (that we'd already paid for). I went through the initial contract that our HOA signed and stressed that the word "lease" did not appear anywhere on the paperwork. I was put on hold for 15 minutes and the associate came back and basically said: "Okay, you can keep the cameras. But you can't cancel the maintenance agreement until October."
Understanding that I was dealing with a shady company, I simply stopped paying the bill. Of course, this eventually lead to a series of annoying robo-calls from debt collectors. Aggravated, I called again to try to straighten things out. This time I spoke to a woman who tried to give me the "lease" spiel again. I said we never had a lease, we'd bought the cameras free and clear, and I was tired of their runaround. I said that we didn't even need the cameras anymore and they were welcome to come by and remove them if they wanted them back.
After much arguing I got her to admit that the cameras were so old that it wouldn't even be worth the money to send a tech out to collect them. We could keep the cameras. I also asked her to zero out our account so we'd never have to deal with them again. She said okay and assured me our balance was zero and we owed no more money.
A few weeks later we got another bill in the mail. And another one. The robo-calls started again. I called back and got another associate who claimed there was no record of the previous call stating that our account had been closed and zeroed out. She said we still owed a specific amount on our "lease." And we still had to keep paying for the maintenance fee (which could be cancelled in October). I said again that they could come and get the cameras (that we'd paid for) but they would never again receive another penny from our HOA. She said fine, and that they would schedule a time for the tech to come out to remove the cameras and that our account would finally be cancelled.
This was a few months ago. No tech ever came. We're still getting bills and threatening letters about collections. This is easily the most unethical company I've ever had the displeasure of having to deal with. I was not even surprised when I came here and saw their one-star aggregate rating. Clearly we're not the only ones who have been sucked into this vortex where the bills are perpetual and cancelling service is impossible. Avoid, avoid, avoid this company.
Good Afternoon Paris
Thank you for bringing this concern to our attention. I sincerely apologize for the experience and any inconvenience it has caused you. I appreciate you taking my call and allowing me to offer a resolution. Thank you so much for your business and should your changes need in the future we would love to have you back as a customer.Respectfully,
After having my account for a little more than a year I filed a claim. My timing belt broke and the car required a $1250 repair. I was reimbursed $360. No explanation for what was covered and what wasn't. I then began attempting to get a refund for the balance of the contract. I sent in a notarized letter verifying the mileage as they required. I had the letter certified and the post office confirmed delivery. After two weeks I called to inquire about the status of the refund. “Sorry can't find the letter, I'll call you back.” No callback. Call again, “Sorry the person you need to talk to is at lunch, they'll call back.” You guessed it, no callback. Then the person I was supposed to talk to was called away on a personal emergency. Bottom line, they flat lied and said they did not receive the certified letter. I then faxed the information. Called immediately to confirm the fax was received. I was informed I'd have a refund in 30-60 days.
On day 75 I called again. Person I needed to talk to was once again at lunch and would call me back in half an hour. After an hour and a half I called back. They were going to call back but the computers just came back on line. They'll call soon. “No. I want to talk to someone now.” I got someone to talk to. She said she would cancel the check they were going to send out and refund my credit card. I asked how much the refund was. Although she claimed to be canceling a check she couldn't tell me how much the refund was for. Then while I was explaining what I'd gone through to get to this point she hung up on me. I called back. Said I was disconnected. She was on another call and unable to talk to me. I was told the refund would be credited to my card. I'll believe it when I see it.
Thank you for taking my call today. I hope you find the correct company for your concerns.Respectfully,
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Do you remember when companies used to strive to deliver good customer service? When they treated customers with respect? When they actually provided the service they're in existence to provide? Someone may want to remind Protection 1 about those days, because the concepts elude this crew of misfits. It's difficult to put into words how terrible my experience with Protection 1 has been. In hindsight, the experience seems almost surreal.
In October 2017 my company expanded into another location. The previous tenant had a security system with Protection 1, and we agreed to assume the service and equipment. In the last week of October, the outgoing occupant and I both provided a fully executed transfer of service form to Protection 1. As I type this review on February 21, 2018, that service is still not working. During the past 4 months I have exchanged more than 40 emails with Protection 1 and the former occupant of my building, and I have made numerous phone calls. For each of my emails and calls, the former occupant has made one as well. Yet, for some inexplicable reason, the service still doesn't work.
Two weeks ago I was advised that service was finally transferred to my company. I tried to set up the online account, but I was told I couldn't do so without an account number, and the account number couldn't be issued until Protection 1 came out to reprogram the panel (nobody ever offered to come out and do this). An appointment was set for the following week. Later that day my staff and I returned from a company function to find a notice on the door from Protection 1. A technician came out 5 days early and without any prior notice.
Yesterday I received my first piece of mail from Protection 1. It was a letter stating that I have a past due balance of $164.85 - for a service we have never been able to use! I called Protection 1 and was greeted by an agent who was of little help. She transferred me to the local office, where I was greeted by another representative who was condescending, rude, and mocked the fact that I don't have a password for the system (because it has never been reprogrammed). I asked to speak with a manager, to which he replied, No. That's not going to happen. When I pushed the issue, he promptly disconnected the call.
After 4 months, dozens of emails and phone calls, and being mocked by the staff at Protection 1, I sit and wait for a technician to remove the equipment from my property. I will NEVER use Protection 1 and I strongly encourage anyone reading this to look elsewhere for your protection and security needs. If you can't trust these people to handle what should be a simple administrative task, then how could you possibly trust them to secure your assets or your safety?
Good Afternoon Tracy,
Thank you for taking the time to speak with me today and allow the opportunity to resolve some concerns. I will stay in touch with you while working with our local branch. Thank you.Respectfully
I completed by obligation and contract with Protection 1 last year, closed out my account and they closed out the auto deduct I had on the account. Months later I get a bill stating I still owe money? When I called to discuss, the customer support supervisor Herbresha was incredibly rude, unhelpful, had no answers why and simply told me I had to pay no matter what. No recourse. I would never suggest doing business with them for these reasons.
Thank you so much for taking my call today. I apologize for the final experience with Protection 1 but I do appreciate you bringing this to our attention. We definitely do not want another customer to have this experience. Please do not hesitate to contact me with any concerns. Thank you so much for your business and we would love to have you back if your needs ever change.Respectfully,
I recently called ADT to get an alarm system because my apartment was burglarized during the holidays. I signed up and was very hesitant because of the 3 year contract that accompanied the package but thought I could take it anywhere so I will go along with it. I also had 14 days to cancel. I should of went with my gut. People please go with your gut and read reviews before purchasing anything accompanied with a contract. Turns out it was not ADT I was dealing with. I found that out by being on the phone for 2 days with ADT and them finally saying that they think I signed up with Protection 1. So there went my 14 day refund period. When explaining this to the Protection 1 rep they said I would have to pay $750 to cancel even though I was two days past the 14 day refund period. I am so sick and tired of companies ripping off hard working individuals this has to stop somewhere.
Good Afternoon Harambee,
Thank you so much for sharing your experience with us and I apologize for any inconvenience this may have caused you. I have you a voice mail with my contact information and look forward with the opportunity to speak with you.Respectfully,
My review has little to do with the product of Protection 1 and everything to do with the POOR customer service from this company. I ordered Protection 1 for my house and as a pastor was very instrumental in ordering Protection 1 for our church. However, I recently put my house up for sale and moved to another location due to my job. Protection 1 offered to end my services for a $700 contract cancellation fee. I did not agree to this and yet they ended my services anyway.
I offered to pay for the monthly services until the house sold. Now they have and are harassing me endlessly. I have tried on 6 different occasions to work this out. Each time the customer service representative apologizes, then assures me that they have worked this out. I hang up the phone feeling good about the situation but then they call a few days later trying to collect the $700. There is nothing worse than poor customer service. This is a company that truly does NOT care about their customers. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE.
Hi Pastor Rawls,
Thank you so much for taking the time to speak with me this morning. I apologize for your experience and appreciate the opportunity to address some of your concerns. I hope you have a terrific week and please don't hesitate to reach out to me with any concerns.Respectfully,
Be aware of this company. They came into our house and sold us nothing but lies. Protection 1 at the time offered a three year and five year contract. We signed up in the summer of 2015. The salesperson said that the three contract was a set price and stayed the same throughout the term of the contract. The five year plan would decrease every year after the first year and there would also be savings for auto draft. We signed up for the five year with auto draft. We didn’t realize that the amount taken out every month hadn’t decreased until December 2017. We called and tried to figure out why our bill hadn’t changed. We were told that they sub contracted sales agents at that time and that they were sorry that we were misled. They told us that we would be responsible to pay the same amount throughout the term of the five year contract and there is nothing they can or will do about it. We told them to cancel our service.
The retention specialist told us that they would first have to take us off auto draft to ensure we were not charged for any additional months and then they would send us a final bill through mail. Cancellation charge is 750$. We never received a bill in the mail. Well we just received a call from Protection 1 asking if we could pay for the last three months of our service. We once again went through the process of explaining everything that had occurred and why we want to cancel and why was our service not cancelled.
After talking to several agents then a manager we were told, "Sorry you feel like you were deceived by the original salesman but there is nothing we can do about the bill or the cancellation charge because we haven’t made enough money off of you yet." That was crazy. I am still in shock. We told them to cancel our service again and send the final bill in the mail. Please do not do business with this company. They are scam artist and unfortunately we signed our contract on a tablet. We did not get any documentation of our contract when we signed up. We were “taken”. I will pay the bill when we receive it and chalk it up to “stupid tax”. It is not easy to post something about being scammed because I feel so stupid for trusting the salesperson for this company, but I hope this will help people not make the same mistake. DO NOT USE PROTECTION 1.
Signed up 3 years ago for a business I own. Camera alarm system has not worked since day one after repeated phone calls to fix. Salesman was fine up until the customer agreement was signed then service went down the drain. Had to go round and round with them to get the equipment we agreed to installed. Asked about ending my contract as they are not providing the service I signed up for and was told since I had a business contract I would have to pay the full price of the remaining months left on my contract... Ridiculous, do not sign a contract with this company, which I guess is now ADT... I currently have 5 different business locations with ADT and will be canceling all services as the contracts expire.
I want to start out by saying that my complaint with Protection 1 isn't with how their equipment functioned, everything always worked just fine, my complaint is with their dishonest practices in how they treated my contract and have continued to rip me off. I signed up with Protection 1 after being allured away from ADT by a young college student who was going door to door nearly five years ago; at that point I signed up for a 3 year contract with Protection 1. A little over a year into the contract I had to move across country for work purposes; I was told they would be able to move me easily and that I had all these moving credits and would be taken care of. I moved into a new residence initially that would not allow me to set up a security system so being in a contract I continued to pay Protection 1 for a year, receiving no service, just an automatic deduction from my checking account every month, okay fine.
I moved out of that residence and into a new residence which I knew I would be at for only two more years before I had to move again. Protection 1 set up the new security system which worked great while I was there and then the time came to move again last month at the end of my two years at that residence. I called Protection 1 to let them know I was moving and needed to cancel my service, at that point I was told I still had 11 months left on my contract and would be responsible for paying the remainder of the balance, my question was what happened to my first contract. I was informed that a new 3 year contract was created when I moved in to my new residence, which was without my knowledge because I wouldn't have agreed to it due to the fact that I knew I was moving from that residence after 2 years.
I have been ripped off before, but never by a large company like Protection 1 and now it sounds like ADT is a part of the equation as well now. I received a bill in the mail stating that I owe $447.13 for services between 1/28/18 and 11/24/18; in total I will have been with Protection 1 for five years, of which, two years of those five years I will have paid Protection 1 for zero service other than having my checking account garnished every month and a bill sent to me for $447.13. I cannot consciously recommend Protection 1 in any way as a reputable, honest company and for that matter ADT now, because they are associated. Look elsewhere or you will probably lose a $1000 dollars like I did.
Thank you so much for speaking with me today. I apologize for your negative experience and the inconvenience it has caused you. I have sent you an email per our conversation. I hope you would reconsider using Protection 1 in the future if your needs ever change. Please do not hesitate to reach out to me with any questions or concerns.Thank you,
I was a Protection One customer for 24 years and decided to negotiate a lower monitoring rate and upgraded equipment in April of 2017. Our rate steadily went up over the years and was approaching $50 per month. When I first called, I asked and was specifically told I did not have contractual obligations. I asked for a max rate of $25 and equipment upgrade as my stuff was over 20 years old. I was repeatedly thanked for being a loyal customer, and the gentleman told me he would get back to me. Never happened. Nobody ever called.
I proceeded to secure a new alarm system far technologically better at less than 50% of Protection One rates, with no contract. In June of 2017, I installed the new system and turned off, unplugged the antiquated Protection One system. You think they would call? Nope!! Just confirmed my suspicion of crappy monitoring. A couple of months later Protection One sent a bill with cancellation fees and monitoring fees that went way past the date I pulled the plug. How can you monitor something that’s not even powered up?
At this point I was done. Nobody ever contacted me from Protection One. Fast forward to Jan 11, 2018. Now they have submitted me to MLA for collections. I have tried 4 times to talk to someone at MLA With no luck. I tried calling Protection One and they directed me to MLA collections. Read the reviews and DO NOT DO BUSINESS WITH PROTECTION ONE!
Thank you so much for sharing your experience. I would love the opportunity to speak with you. I have left you a voice mail with my direct number and look forward to speaking soon.Respectfully,
My advice... DO NOT DO BUSINESS WITH THIS COMPANY!!! I believe all the one star reviews because my case is almost the same. The reps and customer service people have tried telling me what I wanted to hear and then not followed through. This company promised me a refund for overcharging me and then never delivered on that promise. There is a reason there are so many complaints. Do yourself a favor and just look for a decent reputable company.
Updated on 2/8/2018: I was contacted by someone named Rhonda from Protection One customer service. She made no attempt to correct the overcharges on my account, instead she tried to backpedal and change the subject. The phone connection was lost for less than 5 minutes. In those 5 minutes before I had a chance to call her back (she made no attempt to call me back) she posted on this site to try to make it look like she was resolving the problem. The problem still exists and if you read other reviews on this site you may come to the conclusion that this is standard practice for Protection One! Please save yourself the headache and stress, do business with a reputable and honest business. I would advise not doing business with Protection One.
Thank you for sharing your story, I apologize for any inconvenience this may have caused you. We were disconnected on the phone earlier, but please give me a call at your convenience when you have the opportunity. I sent you an email with my direct line. I look forward to hearing from you soon.Thank you,
Been with ASG/Protection 1/ADT since I bought my home 3 years ago. Set up a recurring payment monthly and I get a phone call last October saying I owe close to $200. Impossible. I asked the representative to forward me invoices that explain the charges - she emails me the invoices, but I had payments to match each one of them. I ask her to resolve this case immediately and let me know if she has any issues.
Fast forward 3 months to Jan 2018. I noticed my alarm.com not working, come to find out they terminated my account. I called to resolve the issue and not only am I confused, so is customer service. After 40 minutes, apparently payment has been posting to the wrong account (I only have one account). Of course, I am told I have to call back to check if they fixed it (no offer to touch base with me once it does). So appalled at the disorganization of this company - not sure what's worse - dealing with this awful company with a lack of follow through or risk getting my house broken into?! Use Protection 1 at your own risk!
Hi Anne Marie,
Thank you so much for sharing your experience. I am so sorry for the inconvenience and would love the opportunity to speak with you. I was unsuccessful calling so I have sent you an email with my direct line. I look forward to hearing from you soon.Respectfully,
Worst customer service, tons of hidden fees! Bought a home with the equipment already in it, called to get it activated and was never told I was signing up for a 3 year service. You have to call and then email to cancel your service, the equipment stopped working a year in and we have been paying for it since without it working or else we have to pay some crazy fee! I will never recommend this comp and I have told all my neighbors to cancel and stay away. Looking forward to the day my contract is up!!!
Thank you for sharing your concerns. I would love the opportunity to speak with you. I have emailed you my direct line and look forward to hearing from you soon.Respectfully,
When I signed the monitoring contract in 2015 the salesman told me that I could either leave the security system or take it with me when I moved but I was not obligated to continue the contract. As it turns out, I can in fact leave the system, but if the new owners do not sign up for monitoring with Protection 1, I AM STILL LIABLE. Had known this I never would have signed a 5 year contract knowing I was going to purchase another house in 2-3 years. The early termination is $750 since I have 2 years remaining. This is total BS. DO NOT EVER USE THIS COMPANY!!! The salespeople will tell you anything to get you to sign up for the service. They should run for office.
Good Morning Laura,
Thank you so much for sharing your information and experience with us. I would love the opportunity to speak with you unfortunately I am unable to locate an account with the address and phone number provided. I have sent you an email with my contact information. Thank you for your time and I look forward to hearing from you.Respectfully,
Then we had a Tech come out and advise us that he could not install an outside siren. We called and was told that a Branch Manager would contact us, which never happened.
A 2nd call to Customer Service had a rep telling us that if the Tech said it, it must be true. Just recently, we found out that was not correct and I then called Customer Service. The 1st Rep was incredibly rude and I requested a Manager, who apologized for everything, including the Tech, the misinformation, and the rude Rep. I explained that I did not mind paying for the price difference between the two sirens, but Protection 1 needed to make this right. The Manager then offered to have someone come out and install the correct siren free of charge... If, I would agree to another 3 year contract. Excuse me? Are you serious? When my contract is over, so is Protection 1 unless they do better!
I have to update my review. As I attempted to end my relationship with Protection One, they made great efforts to regain my confidence. I told them the whole story and they apologized. They offered to send someone out to either change the battery in our motion detector or replace it entirely for free. They also offered to update our entire alarm system, add a carbon monoxide detector, smoke detector, and an additional motion sensor; all free of charge but of course with a new contract. This was VERY satisfactory to me. A few days later I received a charge from the police department for a "false alarm" in the amount of $189! I received a call from Protection One and they offered to credit our account for this amount due to our bad experience. They also were interested in using some of our experiences as a way to improve their training methods to new agents. So where I once felt that they did not care about us as customers, I now feel that they actually do care and have made complete amends to our relationship. We love our new alarm system and the installation experience was nothing but positive as well. Thank you Protection One for taking such good care of us.
We've been a customer of Protection 1 for over 7 years. Yesterday, our alarm went off. Unfortunately at that time all of us were out of the house. My husband gets a call from Protection 1 and he's told that our alarm has gone off and asked if everything is ok. My husband tells him, “No, we're away from the house and we don't know what's going on.” The rep asked my husband for our code word and my husband provided it to him and told him that he needed to call our son to see if he could get to the house quickly. My husband was at a dental appointment and got up from the exam chair to drive 15 miles home. I called Protection 1 from my work and asked them for an update and they said that my husband gave them the code word so they thought everything was ok so they did not dispatch police. I told them, “No, we don't know what's going on we need to get the police to our house now.”
The rep apologized and said that since my husband gave him the code word that that meant to stop any police dispatch. I said, “We need to get the police to our house now.” She put me on hold and said that she requested to have police dispatched to our home. I asked how I could get an update. She said that I had to call the non-emergency line for the police department and they would give me an update. I called that number and the police said they could not give me any information since they could not verify that I was the homeowner. I asked if I could conference in Protection 1. They said, no, that Protection 1 could conference me in, but I could not conference them in. So I called Protection 1 back and told them what the police said and by that time my son arrive at our home and said that everything was fine.
Luckily, for whatever reason the alarm went off for no reason. 15 minutes after my son got home, a security company left a business card on our front door. They didn't knock or ring the doorbell; they just left a card on the front door. So apparently the police were not asked to come out, but a security company. So why did she have me call my police department? So the next day, my husband comes home and our alarm is going off. There were, again, no issues with our home. My husband asks Protection 1 for assistance on figuring out the issue since now it's apparent that the alarm is going off on its own. The rep said that we most likely have a low battery. She attempted to instruct him how to take off the cover and replace the battery. My husband was convinced that he would break the device if he pulled any harder.
The rep said that we have an older device since we've been with them so long, so that we would not be able to change the battery ourselves since it was hardwired. So they would need to send someone out to replace it and it would cost us $150. Or we could buy a new package that would include this cost but we would pay more monthly. My husband was at a loss for words. After experiencing such stress the day before; being given wrong information about giving the code word; sending me on a wild goose chase with me trying to get information from the police when actually they dispatched a security company... now to fix this problem we have to pay them $150 for equipment that they installed and we cannot fix ourselves! We are taking our business elsewhere. No help at all from Protection 1. Good way to treat long-time customers.
I am so sorry to hear of your experience and disappointed that you have not received the very best from us. I would love the opportunity to get more details from you. I have left you a message with my direct number.
Thank you for bringing this to our attention. I look forward to speaking to you soon.Respectfully,
Worst customer service ever. New customer with faulty equipment. You have to pay the gas charge for technicians to come to your house to fix their faulty equipment. I have only been a customer for 1 year and needed several technicians to come out and fix. The main unit beeps non stop throughout the night keeping us awake. Customer service and account management just tell you your other option is to cancel your contract (pay in full several hundreds of dollars). A LOT of hidden fees. DO NOT get into a contract with these guys. You will regret it!
Thank you so much for sharing your experience. I would love the opportunity to speak with you about your concerns. I have left you a voice mail with my direct number. I look forward to hearing from you soon.Respectfully,
I signed up with Protection1 quite some time ago. During the sales pitch and installation nothing was ever mentioned to me about a 5 year contract or an enormous cancellation fee if I canceled before that time. I moved (as people do from time to time) and moved service over to my new address because I honestly enjoyed the service. I liked the ability to arm my system remotely and I never really had any issues with it. However, when I moved again I find out that my "contract" started over when I moved initially and that I was going to have to keep that service for 5 more years or pay a ridiculous cancellation fee of $750.
I expressed my frustration with a representative who was anything but empathetic. He advised that there was no way around it, regardless of me having the service for over 3 years and paying my bill on time religiously. He said that it costs them money to install equipment so I offered to bring it back and he quickly changed his statement to say that the charge wasn't for equipment. I'm not paying this absurd fee. They obviously misrepresent the contract during the initial sign up by not mentioning it at all to draw you in and get you stuck into having their service indefinitely. To me, that's garbage and I won't be paying this fee.
I hope this message finds you well. I have left you a message with my direct number and I look forward to speaking with you soon.Respectfully,
I had them and several companies take bids on my building for switching my alarm, adding cameras, and adding access control. They were currently our provider in my OKC office so I figured they couldn't be that bad as I managed the new building install for that office. I could not have been more wrong. They schedule my install for 12-20 through 12-22 and I tell them our office will be closing half a day prior to the Christmas weekend and to not plan on being here late on Friday. They schedule a 3-man crew to knock it all out on the 20th and 21st although the scheduling department decides to have the locksmith come on Friday for an all day install. Now the installers onsite Wednesday insisted the locksmith would be there on Thursday. They lied to my face.
Then they angle all of the cameras at the sky and I have to babysit the tech to tell them where to point them. They install new alarm keys pads and decide to not add a delay to exit or enter the building. Makes perfect sense if you're The Flash, but not in our case. They also tell me I can use my mag locks that were already in the building, then during the install bait and switch me to say getting them permitted to 'too hard" and takes weeks and it’s best to install strikers. Even though they had 3 weeks since the contact ink had dried to get permits they failed to do so. Overall this has been a bad deal all around and considering their poor install and cost overruns you should choose another vendor. I wish I had.
Thank you so much for taking the time to talk with me about your experience. I apologize and definitely do not want any other customers to have the same experience. I am currently working with the branch for resolution. I realized that I had not given you my direct number and I have sent you an email with that information. Please do not hesitate to contact me with any questions or concerns.Respectfully,
My mother passed away over 1 year ago. After notifying Protection 1 about this they still call multiple times a day asking for her and demanding payment. The reps are rude and abrasive. A complaint has been filed with the FTC.
Thank you so much for bringing this concern to our attention. My condolences to you and your family for your loss. It is not our intention to cause any stress during one of the most stressful times in a persons life, I apologize for this experience and any inconveniences it has caused you. I show that the information was brought to our attention on 12/20/2017 and the account concerns have been resolved.
I have left you a message with my direct number and would love the opportunity to speak with you. Again, my sincerest apologies for this experience.Respectfully,
When my husband signed up for the alarm system we were told that we could cancel at any time, as we are not homeowners and we installed our own system. I hate this company. I am being robbed so I asked for a few more window sensors. I was told it would cost almost 200.00 for them, in addition I mentioned canceling the service and was told we would be charged an early cancellation fee. I am calling Better Business Bureau. This is sad and it seems as if someone in the company is doing something underhanded. When we leave the house and arm the system, it does not tell us when the door closes, only when it opens. There's something strange going on and we need another security company that cares about its customers.
Thank you so much for bringing your concerns to our attention. I have left you a message with my direct number. I look forward to speaking with you and resolving your concerns.Respectfully,
Someone entered into my home while the alarm was activated and I was not home. I asked Protection One to provide the alarm activity on my account as well as an explanation on how this happened. I was told I was a dissatisfied customer and should find a new alarm company.
While we appreciate the time you have allowed us to provide you service, it appears that you have recently become dissatisfied with the performance of our services and our genuine efforts to resolve your concerns. Again, thank you for the opportunity to have served you.Warmest Regards,
Nothing but problems. Worst customer service ever. They tell me one thing when I call and then the bill comes and it is double what I was quoted. I'm told, "Well the technician... Or they shouldn't have given you that quote." They ask me to troubleshoot so I follow instructions then the tech shows up and tell me, "You should touch this." It is one thing after another. Same type of issue last year when I have a new door installed. NEVER AGAIN. I'm changing alarm companies.
Hello Dr. Mackavey,
Thank you so much for taking the time to share your experience and concerns. I apologize for the poor communication and appreciate you bringing this to our attention. We are processing the credits as discussed on the phone and will be reflected on the statement. Please do not hesitate to contact me with any questions or concerns.Sincerely,
After giving Protection 1 6 months to rectify this issue, with frustration and tears in my eyes I had to write a review. My mom died suddenly a little over a year ago and she had Protection 1 security system for her home. In order to get into her home and get important documents, I called Protection 1 to help me disarm the alarm and get into her home. They did help me get into the house without the necessary passwords and obtained my credit card information for her last payment since we closed out all of her credit cards that had been set up on auto payment. I sent The company her death certificate and asked to close out the account.
Unbeknownst to me, they set up my CC on auto payment and charged me over $350 over 6 months without my authorization. I have been on the phone with their customer service department and account executives since July and still no refund check just a lot of back and forth and empty promises. It’s extremely sad and illegal that this company in the midst of losing my 54 year old mom has zero empathy on this matter.
Thank you so much for bringing this to our attention. I sincerely apologize that we have contributed undue turmoil during an already difficult time. I can confirm a check is in the process of being mailed out this week.
I would love the opportunity to speak with you about this situation and have left you a message with my direct number. I look forward to hearing from you.Sincerely,
I have been a customer of Protection 1 for 3 1/2 years. I was told when I signed up that I had a 3 year contract. My husband and I have each called customer service to verify the length of the contract during the past year and were told 3 years again. Today, my husband called to cancel our service and was told that we had a 5 year contract and would have to pay a $700 cancellation fee. That is all bogus! We have been told repeatedly by Protection 1 customer service that we had a 3 year contract. I will not be paying any ridiculous made up charges for my nonexistent 5 year contract. We have had repeated issues with the components of this system. Avoid this company!
Thank you for taking the time to share your experience, we truly appreciate it. I have reached out and left a voicemail message with my contact information. I look forward to speaking with you soon.Sincerely,
I used them in Maine for business to quarterly inspect fire equipment and monitoring the fire notification system. For first 2 month they would set off my alarm in the middle of the night going so they can come with tech support visits and can charge additional. Eventually they admitted that it was false alarms due to external faults on their end. Then I couldn't get for 14 month not a single appointment with than to do the inspection. Yet, they would email to me repair, service/inspection emails every quarter without being here and signing on the equipment log.
My protesting went nowhere- they would argue with me that their records indicate that inspections were done. Nothing I would say will make them do real inspections. Went on for 14th months. Finally I said enough, cancel the account - they said, "No, you owe us for the remainder of 6 year contract," which I didn't sign for. My contract was for year-to- year. So far they didn't provide copy of 6 year contract. I don't know what yet to come, but I am sure they will give me lots of grief, since they claim I own them $3,600. Stay away from this KS fraud, big fraud.
About three years ago two salesman came to our home. Proceeded to talk my husband to enroll for the system. He was very sick at the time, did not understand what he was getting into, was in hospital next day. The system is never used in our home. We are home 99% of the time. My husband has since has a stroke so we are always home unless at doctor. We only have social security so really do not have the money for this unneeded expense. I truly feel we were taken advantage of, very shady deal. I have called several times, but buy out is way more money than we have. I think this company is very unfair in their dealings!! BEWARE!!!
Thank you so much for taking my call and sharing your experience with me and apologize for any inconvenience this has caused you. I am glad we were able to come to a mutual resolution for your account. Thank you so much for your business and I hope that your future situation improves for you.Sincerely,