Unbiased Protection One Security Alarm Customer Reviews

(Added July 19/10) I had Protection One before for more than 2 years and I just went with them at my new house 1 week ago....(read the whole review)

(Added July 11/10) This company stinks!! We have been trying to get Protection One to cancel our service for more than a YEAR!! Buyers beware they may seem nice but try to quit them, they call us as many as 10 TIMES A DAY???? Now they are trying to charge us for past due amounts after we asked for our service to canceled....They are rude and obnoxious...stay away..

(Added June 23/10) Protection One - the extended service contract .. I have had Protection One as my alarm dispatch company for 7 years at this house. They always provided the basic service of calling when the alarm went off. No problems there. I had the 4.95 per month extended service contract that was supposed to cover anything that went wrong with my system. My system died two weeks ago. A service man came out and told me the system had suffered a power surge, and that wasn't covered. I have plenty of other more sensitive electronic equipment, as well as a whole house surge protector. Probably not the problem. After three more calls to the service department, they wanted $180 to "upgrade" my system. I told them that the service contract was supposed to cover all problems. I guess they tell you you've had a surge no matter what the difficulty. After being ignored for a week, I called them again to find that they thought everything was working fine. My system has been dead for two weeks. They are history. They waived the 30 day cancellation notice thing that everyone else seems to have been hit by. That's something I guess. Net outlay for the worthless extended service contract $418 over 7 years. Might suggest that you don't purchase that part.

(Added June 12/10) I do not recommend Protection One and am cancelling my service - or at least trying to but....(read the whole review)

(Added June 1/10) Protection One has to rank among the worst protection providers out there. I've tried to switch over an account to my name on three occasions with zero success but yet they keep debiting my bank account. Avoid this company it's not worth the headache. At this point I'd rather be robbed.

(Added May 18/10) (Protection One Employee) As a former Protection One employee, I wasn't surprised to learn that they had been recently sold (In April/10 to a private equity firm for $828 million). People can complain all they want about the automatic contract renewals, etc., however, no one forced they to sign a sales and service agreement. Most sales reps will be very clear with regard to the terms of these agreements, most customers do ask these questions beforehand, and they don't bother to read the fine print. In hind sight, I am now able to understand why Protection One made the decison to eliminate numerous key positions through their "right sizing" last year. They were positioning themselves to look better on paper, a lower staffing budget would look more appealing to a prospective buyer. Obviously this was a financial decision on P1's part. Financial decisions like this are directly responsible for compromising the quality of customer service Protection One customers once received. I loved my job with P1, and took pride in the work I did. What I didn't like was feeling helpless to stop the mismanagement by a district manager more interested in his own agenda than P1's.

(Added May 7/10) I have cancelled services with this company but they continue to bill me even though they are not monitoring my home. Avoid using this company and definitely do not sign up for any automatic electronic fund transactions.

(Added Apr 30/10) I have Protection One and they call me right away. They have the most sophisticated internet home security system available. Far superior to ADT or Brinks who infact now belongs to ADT. All my neighbors have made the switch and we couldn't feel safer. I know the customer service in my area is always willing to work with me. All you people who are crying because you are deadbeats and can't pay your bill should stop blaming this alarm company. Read your contracts, pay your bills and you get what you pay for. If you want to skimp out on the extended service then don't cry when they need to charge you for the service visit. I don't pay anything except my monthly bill and I love Protection One.

(Added Apr 21/10) AVOID PROTECTION ONE. Bought our house four years ago and Protection One had installed the system for the original owner, so we simply activated an account with them. Big mistake. In three years we had three mistaken alarms and one real alarm. In all four cases Protection One failed to call the police, and they failed to notify us of the alarm (we were at work all four times). Then, we dropped our land line phone (which is connected to the Protection One notification system). They never noticed! I canceled the account last year, paid the early termination fee, and now I am constantly hounded by their phone calls and mailings claiming I owe them more money. For what? Their service is worthless!

(Added Mar 22/10) (Updated Apr 30/10) I received a bill from Protection One in January of 2010 for an increase of 30%. The two previous increases in a short period were 17% & 12%. I called Protection One & cancelled the service. They sent me a postcard & I filled it out immediately & sent it off. They say they received it on March 8th and now want to charge $46.50 for a service I have not had since January of 2010 when I cancelled. I had previously been with this company for 12 years with 0 alarms, thank goodness. This company apparantly cares nothing about good will toward customers or word of mouth recommendations. Their primary concern appears to be what money they can extract. I would never, ever recommend Protection One as a monitor company.
Update:
This is an update to my review of Protection One on March 22, 2010. I just paid them $46.00 for the time they said they received my written notice in March which I sent in January for service I cancelled in January after I found out about the 30% increase. They have called my home, I don't know how many times & some of the times there is no one there but I get a call from my new service saying there has been a signal sent to them from my alarm panel. I think Protection One has something to do with that. Fortunatly we have an answering phone with a block on calling numbers I program into it. Since that time I have not heard from them or my new alarm service. I wonder if that is coincidental. Stay away from Protection One, they appear to me, to be incompetant and nothing but trouble!!

(Added Feb 12/10) We started with Dynamark security and ended with Protection One as our monitoring company. Our home security company became "Safe Harbor" without....(read the whole review)

(Added Jan 21/10) Trying to cancel Protection One is like pulling teeth. I cancelled them last year. At least I thought I did, I sent them a letter stating my wishes to cancel. Apparently I was suppose to send it to a different address and not the billing address with the bill. Phone calls were not enough to cancel. Now I am getting bills again from them telling me I owe them money because my cancellation did not go thru. Meanwhile I was paying ADT for monthly service. Stay away from Protection One.

(Added Dec 29/09) One of the reasons I decided to rent the apartment I did is because the complex offered the alarm system option that it could tie into the police network....(read the whole review)

(Added Dec 29/09) I was doing research for my mom and all I can find is dissatisfied customers, no matter who the alarm company is. So here's one that is a thumbs up for Protection One. Consumer reports recommended three companies (in no particular order) ADT, Protection One, & Brinks IIRC. I was attracted to Protection one because they provide services for people with existing systems where the others have to use their own propriatary stuff. I also appreciated the low cost of putting in what amounts to a custom solution with multiple zones as I run a music lessons school out of the basement and the teachers need access. It would be the same system that I'd want for a mother-in-law apartment setup. Quick to respond to my request for an estimate, by the next week the system was updated and replaced as needed. I've had one alarm situation and it went down as advertised. My city makes me pay the police every year for them to respond, but once I got past the sign-up there I was set. I recommend Protection One in the Seattle area.

(Added Dec 12/09) I disconnected my phone line and told to Protection One to stop monitor and charge me for the service not provided. Conversation about disconnection lasted 4 month until I send letter to discontinue service at the end of November. After all I have to pay cancellation fee on the top of the 4 months service charges. My contract already expired on 11/06/09 while company was aware that I didn't make a payments during last 4 months and they do not provide any service for me. I was automatically entered into new contract and was charged cancellation fee. This is rip off. I signed contract 3 years ago with BellSouth Security. There is no such things as customer should provide written notice about service cancellation and furthermore nothing about cancellation fee and authomatic renewal of the contract.

(Added Nov 24/09) This is a very deceitful company. I called them on a recommendation by my insurance agent. The sales representative came out and discussed the installation and placement of the service. I sign the paper work, all the installation was done and we were up and running. Some months later when my husband had lost his job and we needed to cut expenses, I called to cancel the monthly service. I was told that there was a 3 year contract, which I was never informed of. I pulled out my paper work and saw no such 3 year period and called back. I was told it was on the back page. Now the back page is in small, greyed out print, which you are never made aware of at any point. Does this seem above board to you??? I am a real estate agent and we need initials on everything. If I were to hide something on the back page and then let some one after the fact know that they had in fact committed to something they did not know about you can bet there would be a huge law suit. How do the get away with it. I have contacted the BBB and no help at all. They have a very high rating with the BBB. I would not put to much stock in a BBB rating on a business.

(Added Nov 15/09) Very Dissatisfied...we have had a long problem in getting our system to arm for away and having the delay to leave. It simply cannot be done from inside the home. I have spent several long phone calls with customer service and tech support. Each time I speak with someone, we spend time "trouble-shooting" to no avail. The last time I was informed a "download" of the delay program will be installed and I will get a phone call from someone within 24 hours advising me it was complete. No phone call after 48 hours and when I called back, I was told the person who told me that was new and did not know what they were talking about. So let's go back to "trouble shooting". I find that their customer service leaves a lot to be desired. I have requested a service call and it will take several days. I have been surprised at the incompetence in the handling of this problem, the lying about information and the fact that no 2 people can give me any consisitent information. Once the service call has been completed, I will be seriously looking at different alarm companies.

(Added Sept 30/09) Reading these reviews makes me laugh. I have been a customer for over 9 years and could not be any more happy. I also understand that it is my duty to read every word in anything that I sign. It seems that so many people want to complain and try to bad mouth this company, yet isn't it their fault? I am completely comfortable knowing how long my contract is and when and how to cancel. Knowing all this I would not run into the same troubles everyone else on here is complaining about. The service is superb! They have a great rating with BBB. If I could change anything it would be the customer service. They need to be more efficient.

(Added Sept 23/09) Protection One - Two Thumbs down! After a few months with Protection One I wished to have....(read the whole review)

(Added Sept 23/09) (Updated Jan 29/10) We had Protection One for just less than two months and decided to cancel the service. When my wife call them to cancel....(read the whole review)

(Added Sept 1/09) I will not work with this company anymore. Protection One are charging me a monthly maintenance fee, but when I called I had to wait one week till the technician can come out. And if the technician come within 24 hours they are charging every half an hour.

(Added Aug 24/09) Protection One is adequate as a monitoring service. However, we had a system go offline sporadically for months, and they never noticed or called. When we replaced the main system board on the alarm system, we called Protection One so we could punch in the service's phone number and the unique ID for our system (which we had lost when the previous system failed). They refused to give this information out, and instead said we had to have a technician come do it. You can imagine how annoyed I was, after having no calls from them while the system was sporadically down (and while it was totally out of service), to be told I needed their help to punch in a couple of codes. After I *****ed, they said they would waive the first half-hour charge for the technician, but I'm dissatisfied enough that I'm now looking at smarthome.com as a replacement. I have no idea what the technician would actually do. Often they want to add installer codes or change existing codes, and at this point I'm not sure I trust them.

(Added Aug 3/09) I had a Protection One consultant come to my house. This was a new guy with a trainer with him. The trainer sat there through the entire sales pitch. The trainee made several mis quotes about the system,without any correction from the trainer. He also stated that I would receive a hard wire system. When the tech arrived at my house. He stated that I have a wireless system,which I told the salesman I wanted a hard wire. After the system was installed, I received a call from his manager. She stated that the salesman gave me the wrong monthly fee. The total would be 150 over the three year term. I told her we have a contract for the stated price. She got upset because I would not give them a additional 150 over a three year term. Make sure you get everything in writing like I did. Happy hunting on your alarm system.

(Added July 28/09) We had Protection One installed last week. Extremely prompt install. The door-to-door salesman was knowledgable and polite. They were able to install their equipment over previously unused equip. in the house. I opened the back slider this morning to let the dog out, forgot to turn the alarm off and...house alarm went off. I disabled the system and 35 seconds after the alarm went off, Protection One called and told me my rear entry alarm had signalled. I'm impressed. Some of the reviwes on here sound like they owe money and are trying to trash talk or maybe they are not mentally able to handle technology. Great product!

(Added July 27/09) We were with Protection One for 12 years. Last year when my husband's employer was closed....(read the whole review)

(Added July 27/09) Stay clear of this company at all costs. I used them for over 6 years and their service was initially good but began to get worse and worse. We were not even getting calls when the alarm was set off. We moved and went with a different company. That is when the fun really begins. They make it near impossible to cancel their service. After certified letters, they then admitted that the service was cancelled but I would be charged additional fees. Initially this was for 30 days but the last bill seemed to indicate that it could be 6 months although on the phone they tell me that this is my final bill. Do not trust this company and make sure you document everything. I suspect that my troubles with this company will continue. Google this company and you will see the numerous rip off alerts. This is a very real problem associated with a very greedy dishonest company.

(Added July 22/09) I have used Protection One for 10 years and had been happy. Lately, their service and prices have changed dramatically. They now call with their automatic dialer system nightly. When I pick up the phone, they put me on hold. I owe them $350 on an $1100 bill. The new equipment they installed was junk not like the equipment used in the initial installation. I cannot open my windows and I want it changed or modified. Do not agree to anything with them get everything in writing and be there for all installations. These people want to do the least for the most money. I would not do business with them again.

(Added July 22/09) If a representative from Protection One contacts you about their Prime Cell option, stear clear from it. My wife and I had this in our home as a primary form of communication. Ever since I had this installed I had communication failures at least once a week. I had a technician to my house 6 times and the thing never worked right. In addition the technician told me this is a piece of garbage. The last time this happened, I was away on business and it took a week for a technician to come out and fix it. I finally had to add a landline just so my security system will work. When a company does not stand behind the products that they sell, I have a problem with that. As soon as I can I am getting rid of Protection One. Their customer service is ok but their products are terrible.

(Added July 15/09) It's funny how even in 2009 so many homeowners can't read or think its their duty to get everything for free. I love Protection One, I've never had any problems ever. Read all BBB on this company and why not look at the other horrible companies like ADT, Brinks, apx. Not 1 other security company has a good of rating as Protection One. I read reviews and people are just not smart enough to understand a contract has fine print they all do. It's the homeowners responsibilty to read all of it and understand why Protection One is the best. I recommend this company to everyone I ever meet.

(Added July 7/09) Our smoke alarm went off in the house one morning. My husband thought I was answering the phone and I thought he had answered the phone. When I realized that neither of us answered the phone, I call Protection One to let them know that we had handled the problem and there was no need to send the Fire Department to the house. She informed me that they didn't automatically contact the police or the Fire Department any more if your fire alarms goes off.She further stated that they had left us a voice mail to call them. I asked her what would have happened if we had left for the day and there had been a fire in our house. Her reply was that she didn't know, but since it wasn't we had nothing to worry about. I'm not sure what boat she got off, but her answers were very unsettling to say the least. We no longer have Protection One as a our security provider (We used them for 12 years).

(Added July 2/09) The apartment complex that I live in has Network Multifamily (Protection One Dealer) monitoring all of the units. This company is....(read the whole review)

(Added May 15/09) Protection One is the biggest crook in the security business. My 85-year old Mother signed a contract with them 5 years ago that had an "auto-renew" in the fine print of the contract (little known to her). In February 2009 she had to sell her home and move to a nursing home but Protection One won't cancel her contract until the end of the year. They were sent a letter signed by her doctor and the nursing home administrator but they say they can't find it. Dozens of phone calls have been made and letters have been sent to them (and the Better Business Bureau). Their rude employees still insist that she has to pay through the end of the year.

(Added April 24/09) Protection One installed Heat Detectors, where I expressly forbid them from placing them. It took a year and my attorney to force them to move them. The salesman kept telling me that they would move the detectors after the Fire Inspector passed the system. I refused and made them move the detectors, to protect my self from legal liability.

(Added April 24/09) I am surprise by the negative comments about Protection One. I had them for 7 years in my home in NJ. When I moved I sent in my cancellation notice and was told I would get a $150 move credit toward a new system. After reading this website I called a few other companies. ADT didn't even call me back. I called Protection One and they were out the next day. The sales rep. was ***** *********** and he was great. I would recommend this company.

(Added April 5/09) In my opinion, these guys are a bunch of crooks. It has been a battle since the first day after we signed a five-year contract. Their prices are astronomical - one can find the same services for half the price. We sold the building and they are holding us to the remaining two years of our contract! The employees are so rude and do not have any communication within or outside their departments, making this a very frustrating experience. I can't imagine how they stay in business. I use Bay Alarm (San Joaquin Valley) for all the other buildings I manage and they are wonderful.

(Added April 1/09) Protection One has to be one of the worst companies, I have ever dealt with, not only their prices are ridiculously high they also treat their employees as though they are not worth anything, especially the supervisors at the Pennsylvania branch. I strongly advise people to choose someone else to provide their security alarm systems.

(Added Mar 31/09) I have no problem with Protection One. Been their customer for over 15 years. I was looking for an alarm for my daughter. I will stick with Protection One.

(Added Mar 12/09) I purchased a home alarm system in 1997 from Protection One. It had a....(read the whole review)

(Added Mar 10/09) (Updated June 26/09) Protection One is probably the worst alarm company you could ever choose to....(read the whole review)

(Added Mar 6/09) This is a really bad alarm company to deal with. We signed a contract for three years with....(read the whole review)

(Added Feb 11/09) NEVER AGAIN will I sign up with Protection One, EVER! The customer service is an absolute joke and you would be better off looking at another name brand security system. Also, it is impossible to cancel the contract. It automatically rolls over year after year after the contract first expires, thus costing you a fee to cancel. By the way, the cost of the fee to cancel is not even written in the contract so it's up to them to determine what that fee will be.

(Added Jan 28/09) Without trying to repeat the consistent complaints of this company as I initially intended to I will post what I believe are the most frequent areas of sales misrepresentation done by Protection One....(read the whole review)

(Added Jan 26/09) Initially Westinghouse, I have been a customer for many years and for the last 7 months have had same problem with my system. Many technicians have come out but noone has fixed the problem. One promise after another and from December 27, 2008 to present, Jan 19, 2009, I am still waiting on them to get back with me on a solution to an existing problem. Promised a quote on upgrading system and that has not happened either. What a disappointment. Am now holding for the last 10 minutes for rep to come back on the line. Fortunate for me, my contract is up next month and I am moving on to another company.

(Added Jan 12/09) Attention prospective P-One customers: You will be required to sign a contract with an initial term of up to 3 years. Likely your salesperson nor installer will tell you....(read the whole review)

(Added Jan 6/09) I have two words to say, RIP OFF! We moved to another state and tried to cancel this contract by mail, phone and computer. They still are charging my american express and state I will be responsible for another 6 months! There is no cancelling. Even if you move out of state. Run from this company, don't do it!

(Added Dec 2/08) I really believed that companies like this were no longer in existence. Their automatic renewal terms and cancellation charges are just a ripoff. I would never consider this company again at any price.

(Added Nov 22/08) This is a BAD company. We had our system for a long time and the original company changed hands a couple of times and currently it's Protection One. We have had problems with the system for the last few months and they simply couldn't fix it and still charging us outragiously (such as $150 for replacing smoke detector which didn't fix the problem). We are looking for another security system right now.

(Added Oct 17/08) BUYER BEWARE!!!! We had Protection One alarm monitoring for a few years and....(read the whole review)