Unbiased Protectron Security Alarm Customer Reviews

(Added Aug 4/10) I, too, had terrible experience with Protectron in Ottawa. I have an existing system to begin with (so Protectron didn't give me any hardware at the beginning) and I am in the middle of a three-year contract. My condo changed all the windows of the homes, so I had to call Protectron to re-connect all the window contacts. Although I paid $5 extra each month to be on the plan for free service calls, I was told that I would be billed $82+tax/hour because renovation doesn't count as part of the plan (although I have never seen the details of the plan, was told by the sales rep that it's good to have it when I signed up). The technician came, I asked him if they could give me these new contacts since I didn't get any hardware when I signed up, he checked and said that since I am in the middle of my three year contract, they wouldn't give me anything. Then he spent one hour to re-connect the contacts, found that one window doesn't work, spent another hour fumbling through all the wires, blew up the control panel, and in the end, didn't fix that window's contacts, just concluded that the wires must be damaged during the window replacement. He charged me two hours plus all the contacts ($10 each) and tax, even though he said that he wouldn't charge me for the one that didn't work. Do not sign up with this company!

(Added Apr 30/10) This is a great service! I have not have any problems like the others, and my smoke/heat detector WAS free. They even gave me six months free with my contract. It is only a one year contract just like the rep told me, and since I decided to prolong it because I was so happy they even dropped my rates. Knowledgeable representatives and great service all around, good job Protectron!

(Added Mar 22/10) The service has been ok... but when I went to VoIP it was not as reliable. I considered switching to NextAlarm (which was a lot cheaper and provides internet monitoring), but was surprised that I had been tricked into a 5 year contract by Protectron. I already owned my alarm system, so this was totally unnecessary except to trap you. Shame on me for not fully reading the contract; I'm stuck with another 4 years of overpayment. I do feel that their practice in this manner was very unprofessional.

(Added Mar 4/10) First I received a call for free alarm installation. I said that I am not interested. Second I received a call with promise that representative will come to my house and show me all the good stuff I am getting for free. I was told what I will receive 2 motion sensors, door sensors, fire alarm connected to fire department and 3 months free. I declined. Then I received a call with promise of all of the above plus 6 months free. I agreed. That was the mistake. They change the rules all the time with new charges. The smoke detector is not included, and require additional charges and subscription. There is also apparently a police subscription you have to pay, and yes, there is no cancellation unless you pay till the end of the subscription period. Check their agreement and send them away.

(Added Jan 9/10) I have been with them for about 8 yrs now, I have no complaints against their service. I would recommend Protectron to my friends. Excellent Service.

(Added Nov 25/09) Always deal with a Rep who works for corporate company and not authorized dealers. No surprises this way. Been with Protectron for years, no probs. Was with ADT before, and nearly sued the company.

(Added Sept 23/09) (Updated Jan 22/10) While I will review in total in short here is my summarization: Do not trust this company or their contractors. My advice, read everything, do not just trust them to answer questions honestly. The whole situation started when a woman came to my door at my old address and offered the service with free installation. I asked her all the questions, like cancellation fees, how long was the contract. I had never dealt with contracts before this so I didn't have much of an idea. She said I could cancel at any time with no problems and it was a 1 year contract.

A year later when I was moving I decided that I didn't need it anymore and called to cancel, not only was there cancellation fees, but it was a 3 year contract. Protection's stance on this was more or less too bad, you signed the contract. So I had to keep it or else there would be a huge fine. So when I moved in December, I told them they could go get the old system and transfer it and such. They didn't they left it there and installed a new system. They presented me with a sheet they asked me to sign, when I asked them what it was they just said it was a sheet saying they were here and installed it with no problems and no damage to the house. So I signed it. As it turns out that was another 3 year contract. As usual, Protectron's response was the same. Do not trust this company, they are out to screw the customer as much money as possible. And they don't even monitor it all that well. My alarm went off 3 times, all false alarms, but I recieved no call or notice from them, they aren't even doing their jobs. I also got rid of my home phone recently, so they want me to pay extra for a phoneless system. I said no to that and I wouldn't be caught dead dealing with them anymore.
Update:
The problems have not been resolved and I'm stuck paying for something I don't want. They just wave the contract in my face.

(Added Sept 18/09) I had a rep call me on the phone and tell me he needed to make some changes to the alarm box in my house.....I said okay...I was busy but home. He spent a good half hour at my house making phone calls and programming numbers into the box. I told him we did not use the alarm system anymore because the program didn't work for us. When he was finished....he came to me with papers. I was in the middle of baking 3 cakes and had not a single spot on my counter. He pushed some things aside and gave me a pen and papers to sign. I assumed these papers were for the reprogramming he had just done on the alarm. Not once was I told that what I was signing was a 3 year contract with the company!!! NOT ONCE!!!! We had always paid by the year and yet we had called and cancelled our service the previous year because we couldn't use it anymore!!!

Two and a half months later....I get a bill in the mail saying we are late on our payment.....of course I had no idea what they were talking about because I was never aware that I had signed a 3 year contract!!! I was very mislead......even after saying we didn't use the system anymore!!! When I called to speak a "customer service" representative.....she would not come to the phone. I asked if there was anybody with whom I could discuss my problem and they basically said you signed a contract....your obligated and there is nobody who wants to speak to you!!!! They have my money....they don't care how they went about getting it.....and I feel very swindled!!!!

Note: Sub-dealer is Emerald Alarms.

(Added Aug 13/09) Having been with VOXCOM for four years and then the company was taken over by Protectron, I noticed a mark degrade in the service. I set the alarm but received no call. Getting a response seemed to take forever and when I wanted some service from their local office in Ottawa I was told that there would a substantial charge. I called their office to cancel the service since I had completed the mandatory contract and they were quite cordial but said I had to fax a letter requesting the termination. I did this, providing them with one month's notice and was told that I would be billed for one payment. On the date of the termination I noticed that I had been billed for yet another payment. There office responded by saying that I was lucky that I was not being billed for a further 6 months as I had been a loyal customer. Regrettably there is not much loyalty in the service industry. I would not recommend Protectron as a provider of Alarm services.

(Added July 24/09) I have had Protectron for 5 years and never experienced any problems like the others have said. Two of my neighbours have had their service for longer and felt the same way which is why I got my system from them to begin with.

(Added June 24/09) I would definitely recommend AGAINST anyone going with this provider. First, they often do not call when an alarm condition has occurred. Second, after being dissatisfied with the company we decided to cancel. After phoning and being put on hold several times, transferred to other customer service agents, etc. I was badgered about why I wanted to cancel. Then a signed fax needs to be sent to them (even though I can give them my password that is given during an alarm condition- if they can't accept that what good is the password??? Nothing but a joke) Then after the fax one must phone again to 'confirm reciept of the fax' and go through the same transfer/hold joke. Then maybe they will cancel your service 30DAYS AFTER they get the fax!!!! So maybe after they milk another month from you they will be gone. Not worth a dime.

(Added June 6/09) Absolutely terrible service, not worth the money, horrible customer service. Once our contract ends we will not be renewing, spread the word. *DON'T USE PROTECTRON*

(Added May 15/09) Having been with several companies I have to say they are by far the best. Deal with the corporate office only. They do not sell their accounts to other companies for the monitoring. Also you are always monitored in Canada. If you want terrible service and monitoring out of the States go with ADT. (Another Damn Trouble)

(Added April 28/09) Terrible Customer Service! All they want is your money. Advised Protectron in January '09 that I would not be continuing my monitoring plan after my three-year contract ended on April 18/09. Phoned Protectron as a reminder on March 24/09 and was told that I must fax a letter via fax that day and then I would not be charged after the contract end date. Protectron proceeded to automatically withdraw a payment on April 21, 2009! Enquired as to why and was told that I did not give 30 days notice. I asked if this meant that I have monitoring for another month and the rep said no. The rep was also very biligerent. What a rip-off!! Very poor business practices. Not pleased with the service as I rarely received a call if the alarm went off. Would not recommend their security service.

(Added April 1/09) Terrible customer service. I am paying for a service plan yet they still charge a trip charge to come out to my place to fix a motion that never worked in the first place. Called in to test my system and was transfered 5 times and hung up on twice. Cannot wait till my agreement is over so I can switch to another company.