Platinum Protection | Customer Review: Likes Equipment

I used to work for one of their competitors a few years ago and they offer what most others offer, for about the same price, with the exception of the length of the contract. Two to three years is standard. Five years is a long time to be locked into a service contract.

We decided to go with Platimum because of the monitoring company. Monitronics is an excellent company. Our only concern was that we were going to replace our front and back doors in the near future. Our salesman told us "No problem. You have up to 6 months to have the door sensors replaced on the new doors at no charge." Great, so we decided to go for it.

We had our system installed five months ago, and I have to say that I love/hate this company. The system itself is very good. We've never had a problem with it. Most of the problems we've encountered have been with their customer service and billing department. I was basically charged twice for the key fob and billed twice the first month for the monitoring fee. Everytime I called to have this corrected, they would tell me anything to get me off of the phone, and never followed through with anything they said they would do. They were going to credit my checking account, they were going to issue a refund check and even overnight it, they were going to give me the next month monitoring for free, they were going to give me a follow up call the next day, etc, etc. They never did any of the above. It took them almost 2 months to refund me for the over payment and they sent the refund to my mother. Before this situation was corrected, they called us to ask for a second voided check on the account that was paying for the monitoring fee. This was AFTER they already over debited the account. The reason? They couldn't find the voided check I gave them on the day we signed our service agreement. These are the very people who are dedicated to protecting us and they totally leave me open for identity theft by misplacing my voided check! I cringed over sending a second voided check, but I did because God forbid they can't cover their asses on their billing errors.

Anyway, after getting all of this straight, we've gone two full months without some sort of issue with them. Now we're ready to replace our doors and we've run into another problem. It'll cost us $50.00 for them to come out to remove and replace the sensors. We explained what our salesman told us and they basically said, "Then your salesman can pay the $50.00 if he wants, but that's what we charge". And by the way, we can only come out to do this on a Wednesday because our techs aren't just hanging around your neighborhood waiting for you to call for service. So it'll take them about 5 minutes to put the sensors on the new doors. Five minutes goes into one hour 12 times. Fifty dollars times 12 is $600.00. At $600.00 an hour I would think they could come over at my convenience to take care of this.

So for the last week they've had someone calling for me to do a customer satisfaction survey while I'm at work. Yeah, they really don't want to talk with me.