Platinum Protection Customer Review: Contract And Monitoring Issues

Do NOT get an alarm system from this company! My husband and I signed up for this alarm when we found out he was going to be working nights and I was going to be home by myself. The salesman did NOT mention that we signed up for a 5 year agreement. I know we should have read the contract more carefully, but I think that is something that should have been disclosed when the salesman met with us. I would have NEVER signed up for the system had I known the contract would be that long.

We had one instance where the alarm did go off back in August. My husband got home while I was out of town and opened the door to let the dogs out, did not hear the alarm system inside going off. There was a voice mail on my cell phone that the alarm had gone off when I checked it later that day. I called my husband, he said everything was fine, he had not heard the alarm. I asked did he speak with anyone from the company, he said no one called him on his cell.

I called today to cancel the service, and spoke with a supervisor, I've had the system for 5 months. I said back in August when the alarm went off and the only phone call we received was to my cell phone and a message left. They did not get ahold of anyone in our household to tell them that everything is ok. We always tell anyone call our cell phones first if you need to get ahold of us. The supervisor said he will call Monitronics and see what happened.

When he got back on the phone with me he said that Monitronics tried calling the house phone twice with in the first 30 seconds of the alarm going off but that it was busy. He said that since the house phone is what the alarm is wired through they can get a busy signal when calling it. Then one minute or so later they called my cell phone and left a message, after that the alarm was turned off.

What I wanted to know is why they called our house if they knew the alarm was hooked up through it and that the line could be busy. They should have called my husbands cell phone or at least talked to someone before assuming everything was ok. They never sent police over either. If someone had broken into our house they could have disarmed the alarm themself and stolen things and we wouldn't have found out until we got home. Luckily that was not the case.

The supervisor said that because all the equipment was working they were not going to cancel the service and we would be stuck paying it for the next 4 1/2 years. I said I am your customer what are you going to do to make me satisfied? Your equipment was not malfunctioning but the people who moniter it are. He said well it sounds like you are not going to be satisfied unless I cancel and I'm not doing that, so you are going to have to continue paying for it.

I have worked in customer service for years and I am appalled at how this company works. The only way I can get my service cancelled is if I pay 80% of the premiums due for the next 5 years. So I'm out $1800 if I want to cancel. DO NOT GET ROPED INTO THIS! I asked the supervisor who I could talk to that is over him, he said no one, I said so you run the entire company he said no, but I know the rules. This is a joke. I will be contacting the Better Business Bureau and everyone else I know and telling them DO NOT go with this company!