Protection One treats senior citizen unfairly
My mother is a senior citizen on a fixed low income that got ensnared with a Protection One contract. They signed her up for a two year contract.
Since she was thinking of selling her home, she asked about buyer assumption or transferring her service. They made it sound so easy. What a NIGHTMARE, it actually is…. The buyer must pay a transfer fee and is not allowed to assume the remaining 1 year of the contract. Instead, Protection One is insisting on the buyer signing a two year contract. What is the incentive there???? The buyer has decided against these strong arm tactics and will be using another security company. I do not blame them.
My mother asked for the system to be removed so that she can reuse it when she purchases her next residence. Now Protection One is giving her a hard time and refuses to send anyone out to remove it. They are asking her to leave it there. (They are hoping that the buyer will reconsider and use them anyway.)
So what kind of incentive are they offering my mother to leave the system, you may ask…. Certainly not something she can use like canceling the remainder of her contract for leaving her system behind. Her home was very large and was quite expensive to install the system on its many windows and doors, and all the other accessories, etc… Protection One is offering to install a new system for free at her subsequent much smaller residence with much fewer doors and windows, etc… Clearly she is better off taking out the system and reusing it. If it were me I would take it out and smash it and never go back to using Protection One again.
This company should be called Protection One Time Only… Use them One Time and you will never want to use them again….
Protection One disconnected service and never told customer
I contracted Protection One for my home back in Feb. 2010. They pre-billed us for the whole year, but the invoice was vague. The agent signing us up said the monthly fees will be deducted from my bank account. So we did not see a need to pay the 500.00 appearing like extra charge but we paid for it anyway. Few months later a letter was sent to us stating if we don’t pay the 500.00 the service will be disconnected. We immediately sent them the payment. They went ahead and disconnected out service anyway, due to “non-payment”. They made no effort in notifying us of such action of disconnection. My family and I were without protection for almost more than two months. We feel betrayed by Protection One Security. I hope they don’t do this kind of behavior to other vulnerable people. I cannot trust them to protect my family anymore.
After 20 years, Protection One just lost a customer
I’ve used Protection One for 20 years and their customer service has really declined over the last few years. They added a $2 per month extended service protection on my account at some point. I called last year and asked them to remove it. It was removed, but somehow reappeared this year. I had it removed again. I changed my service from house phone to cell phone this year and no the charge is back on my bill. I called Protection One and they said they can’t remove it now because it’s in the fine print on the new contract. I told the representative that I’d used his company for over 20 years and when this contract is up they will no longer have me as a customer. He said, “Oh well, sorry, I can’t help you.” What a rip off.
Disappointed with customer service and cancellation policy
I recently switched security providers (for cost and service reasons). When I attempted to cancel the Protection One service the “cancellation department” gave me a hard sales job. I was persistent. They said they would send out a cancellation card, which I had to sign and return, and then when they received that card they would continue to charge me for 30 days. I am very disappointed with their customer service. Their cancellation policy is just a way to grab more money for a service they are not providing.
Very happy with Protection One
Wow, I have had Protection one for over 7 years and haven’t had a single issue with them. I have moved with them and it was extremely easy. I started reading this to see if I could get information on one of their products. Some of these complaints are ridiculous. If you get rid of your phone line the company will not know. How would they. If they are accessing your phone line all the time you wouldn’t be able to make or receive a call. Also, how did you think the signal would get to them? If you don’t test your system every month and it isn’t working that is your fault not Protection Ones. If you don’t use your system they don’t care. I am guessing there are customers who haven’t used their systems in years. Do you think you are going to get a call asking “hey we have noticed you haven’t armed your system and…” Those customers at anytime though can arm the system when needed. If you want to cancel, this is what my two sales rep’s told me. You have to call in and request a cancellation letter and get the letter back to them 30 days prior to canceling. Not hard to do. And YES there are cancellations fees involved. Fees vary with different situations. Ask your rep before you sign up what they are. They are very reasonable. Before signing with P1, which I highly recommend, read your contract. It tells you everything. If you don’t understand something ask your sales rep. Protection One has been great for me. I had the other Big alarm company out there and they were a nightmare. Do yourself a favor and get Protection One, but read your contract.
Experience with Protection One has been a mess!
I signed up for Protection One over 10 months ago. When I talked to the salesperson on the phone, I clearly stated that I would only be in the home for 10 more months. I relocate for my job pretty frequently. However, I was broken into and didn’t feel safe not having an alarm system. He told me not a problem.
So, installation person arrives, sets everything up. He was 2 hours late so he didn’t arrive to my home until almost 6. He ran into issues when installing the system and wasn’t finished until 9. He proceeded to tell me he had been up since 6 and really wanted to get home. He then brought out the 5-6 page contract in 7 point type for me to sign. In all honesty, I didn’t read the contract in its entirety. He was telling me had to to get home, he hadn’t eaten since noon, and I just was tired myself so I signed it without reading everything through.
I didn’t realize until a month ago when I tried to cancel that the contract on paper was completely different than what the salesperson sold me on the phone. I called the customer service and asked them to pull up the recorded conversation. Conveniently, the every call is recorded option didn’t work in my case. The phone call was not recorded. If it had been, they would have found that the salesperson very blatantly lied to me.
I cannot renew the contract in my new place because I am not allowed to install a security system per HOA rules. Most contracts offer you an out if you are unable to fulfil the requirements of the contract. Now I have to keep paying the monthly charge for something I can’t use or pay $750 to cancel. Even cell phone contracts are only $250, plus they prorate the $250 over the 2 months!!!!
There hasn’t been an update. It’s actually gotten worse. They continue to send me a bill for the monthly service even though I cancelled on July 26th and sent in the postcard that they wanted me to send in. They are saying they never received the postcard even though I have contacted them at least 10 times since July telling them I needed to cancel and that I sent a postcard in. I’m not sure why they didn’t tell me that they would send me a new postcard or that they needed my cancellation in writing. So, now they are trying to charge me $750 plus $221.
Frustrated with communications
Same as the last review I read. I called in to ask how to cancel and they told me just to call when we had switched our service. When I called to tell them they added on a 30 day additional cost. They had failed to make calls when alarms went off prior. Why should I pay them an extra 30 days when they didn’t do what my past monitoring companies did. They just told me they will call back constantly unless I pay. WOW….I signed a contract over 12 years ago with a company and since this has been passed on and on as I have been sold they state that they are holding me to that contract. On their bills they don’t state how to cancel either. It is so frustrating. Do not pick them as your alarm company unless you want to be called only when you no longer have their service and not when you do.
Protection One makes customer pay for their mistakes
I have been a Protection One customer for 20 years so am shocked at the way they treat customers like me. Recently, I had them come out to fix two door contacts. While the tech was at my house, he fiddled with the alarm panel – testing it apparently. After he left I turned the alarm on and found that the front door delay no longer worked. I called Protection One and was offered a “panel upgrade” for $149. I agreed and they set up the appointment. When they got to my house they demanded that I sign a three year agreement to get that price. Since I am moving soon, I cannot commit to that. Now they want me to pay over $400 for the upgrade – and they caused the problem by playing with the system to begin with. Beware of hidden terms. These people don’t really care what they agreed to do – their promises are worthless.
3+ years with NO protections … switched to ADT
Had Protection One for three years. Got no false alarms. In fact, got no alarms at all from it.
Then one day I was working on a bedroom window and noticed the alarm didn’t sound when the window was opened. Further research revealed none of the wired contacts anywhere in the house (most of the house, upstairs and down) were non-functional. Set up a service call.
The service person discovered that none of the wired connections were working. At first, he said something had probably happened to cause the wiring to become disconnected. Upon further investigation, we learned the system wasn’t properly connect to the wiring – and hadn’t been since the day it was first installed! So our home was exposed and went unprotected for more than 3 years under Protection One. To add insult to injury, the solution they proposed was to install over a dozen new wireless sensors instead of using the wired sensors that had been originally agreed upon.
To make matters worse, the local Houston operation was uncooperative with both us and Protection One’s headquarters. The HQ folks tried to find us a solution, providing the best support they could. They indicated that since we had paid for a Service Contract, that any sensor problems were covered and we shouldn’t have to pay anything to have our system repaired. The technician told us the local office would not cooperate, because they don’t want their budget impacted by such costly repairs / sensor replacements.
The technician told us to call the 800 number to work a “deal” and get our sensors upgraded properly for the best price. After weeks of going back and forth between the local office and headquarters people, we were offered a “discount” deal of over $950.00 to replace the sensors – and the local office refused to honor the Service Agreement as covering the repairs. Needless to say, enough was enough. We fired Protection One in June, 2010. At that time, ADT was running a $99 special that include a number of free sensors, so we signed up with ADT…
The ADT folks came out and independently inspected the state of our system and wiring, in order to determine what could be used and how many wireless sensors were actually needed. The ADT installer said that several of the sensor wiring runs were not even connected to the Protection One box. This proved what we already suspected – the Protection One system had never been properly installed and we were not protected for more than three full years!
At the time ADT was installing the system, we had not yet told Protection One they were being replaced (we told them after the ADT system was operational). The ADT techs were amazed that when they disconnected the “brain” unit, no “tampering alarm” or “communications alarm” was registered with Protection One – they never knew their system had been completely disconnected (and thrown in the trash). At this point, nothing surprised us…
During the ADT installation process, we discovered the actual cause of why one portion of the original sensor wiring wasn’t functioning. Before we moved into the house, we had replaced the back door to the house. When the construction guys replaced the door, they forgot to move the magnetic sensor from the old door and install it into the new door – there were two wires disconnected, causing an open circuit. Neither the original Protection One installer or their repair techs ever found this. The ADT tech installed a replacement magnetic sensor (at no charge), and within 90 minutes had the entire system operational, tested and in full working order.
In the end, it cost us $97 to replace the useless Protection One service with a more modern, state-of-the-art ADT system that rocks. Fortunately for us, we didn’t have any break-ins (that we know of) during that 3+ year period where the Protection One system wasn’t working.
One last note. Our service was disconnected in June, as I said. We just received an invoice for more than $435 from Protection One… their billing department still doesn’t realize we disconnected in June. I called the 800 number and they show the service was disconnected in June and nothing should be due (we have no long-term contract). So I can confirm the billing / cancellation problem reported by the other Protection One customer posted here. Believe me, the billing is one of the few things they did consistently.
Needless to say, we love ADT and you can draw your own conclusions about Protection One.
No service but lots of bills
Bellsouth Protection One, should be avoided at all cost. I had one year of service then went through a divorce and had to sign another contract. I was told for 1 year but didn’t read the fine print. My phone service was changed and they no longer monitored but kept sending me bills. I continued to pay for 1.5 years and now that a technician has supposed fix the problem well the alarm has gone off several times to test and have never received a call. When I contacted Customer Service they claimed they were testing it and would give me a call back still waiting. Just called them back to get service since I have paid for maintenance for the past 2 years. They are unprofessional and don’t know the first about customer service or security for that matter. Their technicians suck along with customer service reps.
Negotiate your fees!
I had Protection One before for more than 2 years and I just went with them at my new house 1 week ago. I had some minor bad experiences with them but in general, I pay lower than other companies for a wireless system.
They operates like Sprint PCS company which require a (3-year)contract, each sale representative can give a different price, pay less on system but high on monitor fee. Now, I want to tell you some tricks here instead of just bad mouthing them:
1) They have contract so if you break the contract, you have to pay for a hefty fine.
2) When you move, bring the wireless devices (door/window contact, motion sensor, smoke detector, keypad,…) with you. You can add them to your basic system at the new place. In my case, they don’t charge me to add them onto the new system.
3) You should use their web site to chat with a sale rep. You have to bargain with them on the system and the monitor fee. If you’re not happy with it, just go back to chat with someone else.
At the end, I paid $120 for a new system that has 1 motion detection, 5 contacts, 1 keypad, 1 keyfob. I added 2 motion detection, 1 keypad, 1 smoke detection, and 1 keyfob for free (they’re from my previous system). The monthly fee is $35.99. I didn’t know my new house has pre-wire. Otherwise, I go with hard wire system from Brink/Broadview and can get free system and $28 monthly monitor fee since I’m their current customer too.
I’m still happy with P1 but I’ll switch back to Brink’s at the end of contract for lower monthly fee (unless they honor the $31/month from their website). I understand that they charge monthly fee high to make up for the low price on system. It’s like cell phone service.
The phone won’t stop ringing!
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..
The Service Contract is worthless
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.
Customer service is HORRENDOUS – so many problems
I do not recommend Protection One and am cancelling my service – or at least trying to but even that is a hassle.
I am very displeased with the company’s customer service in various regards, none of which actually relate to the protection aspect of what they do. First, the extended warranties are misleading. About 2 years ago a technician came to my home to correct a covered problem and offered to change a battery in a different Protection One device. I agreed since batteries were supposedly part of the maintenance plan. Wrong. Only SOME batteries. What? Apparently the one he initiated replacement on was supposedly not covered.
Secondly, although he never mentioned a cost, I became the victim of unrelenting bill collection procedures over an amount of approx $11. Their automated systems call at all hours including evening and weekends but there isn’t even an operator at the other end.
Third, when I finally reached a representative and tried to cancel added charge for the extended warranty (which I had carried for years), I was told no problem and he’d send out new paperwork to just sign. When I read it carefully, I discovered that the paperwork to drop the added service was actually a completely new contract with a 3 year commitment!
Fourth, even with your identifying information and password, you cannot cancel by phone or online. The rep did say that she could send me a postcard to sign and that they would cancel 30 additional days after that. I’m still waiting for the card which I have no confidence will ever arrive so now I will have to write a letter and, with this group, I’m going to send it certified.
Customer service on a scale of 1 to 5? 1.
You would pick a burglar over Protection One any day
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.
Watch out for automatic fund withdraws
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.
Protect One has been great!
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.
Alarm went off 4 times … Protection One did NOTHING
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!
Protection One only cares about getting your money
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.
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!!
Lots of drama
We started with Dynamark security and ended with Protection One as our monitoring company. Our home security company became “Safe Harbor” without our knowledge and without our permission. We were with the company for 15 years without problem – that means we did not trip our alarm.
Last Friday, 02/05/10, everything changed. Our system was armed and we were fast asleep. Suddenly our door bell was ringing and people banging at our door. We got up and looked out and saw 2 fire trucks and 3 police cruisers in our yard. When we looked our key pad, it was not showing any red signals to signify events. We did not receive any phone calls from Protection One. We were told our phone was on answering mode when they called. We have a caller ID which did not show any calls from Protection One. We were told that the monitoring company – Protection One center got signals showing “glass breaking” at front door, family room, and kitchen along with fire in the basement! But our keypad did not show any such signals. Also the monitoring center was not being truthful when they told they tried to call our home, since the answering machine comes only after 6 rings, and we did not get the phone or even showed on our caller ID.
When we called them to cancel our contract, the company rep. called and told to let them check into the matter. Since they were nice on the phone, we decided to wait for 24-48 hours till their rep. come. Protection One is our monitoring company only, our home security is a local “safe harbor” company, whose tech. came to our home and told us “I have no idea what is wrong with your system” and charged us a service call!!
We did not have Protection One home security, only to monitor. If they can give us good service, we may stick with them.
Note: Sub Dealer is Safe Harbor Security.
Wrote them to cancel, but keep getting bills
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.
After research, Protection One is the best pick
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.
Always blaming someone else and never fixing problem
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. I travel often and knowing my apartment would be monitored was a welcome amenity.
Well, the offer was far better than the actual experience. I had 3 services calls with the company in attempt to get the service to work, and all three times the attempts failed. Only one of the several different people I spoke with each time had any knowledge of the situation and was very professional. The others always had someone else to blame or someone else they needed to talk to before they could help me. Further more, they had to call someone from Florida to travel to North Carolina to come onsite to try to find out what the problem was. Each time, I was traveling and I had to assume someone came to address the issue because nothing was left behind to say they were there. Not even the apartment office was sure if the issue was fixed.
After several months of failed attempts to get the system to work, I received a bill for services that never occured because it never worked!!!! Again, I called and was told I could cancel the service. I told them to cancel. Three months later, I received a second bill for an additional three months of service that never worked. It wasn’t until this call that I was told I had to send the cancellation request in writing, so I did. That was January 2009. I moved out of that apartment in July and had heard nothing so I assumed everything had been addressed.
In November 2009 I received another bill out of nowhere. I called and they told my they would have to talk to a supervisor. Again, no resolution with the first person I spoke to. I did not receive a return call until December 11th (3 weeks after my inquiry) only to leave a message (with no name) to say they had no record of a written cancellation request and I had to fax one in.
I have complied, for the second time, so we’ll see what happens next in this saga. Do not trust Network Multifamily!!!!!
The company is a rip off
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.
Protection One hides the dirty details
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.