Lots of promises, no action
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.
Important: read the BACK of your contract carefully
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 about the company’s strict adherence to their contract terms. You will pay $750 to terminate early. If you don’t terminate (in writing) at least 30 days before the last day of your initial term of 1 to 3 years, you automatically be renewed for 12 more months. If you cancel during this renewed term, your fee will be $100. So, read the BACK of your contract carefully.
This is not a rip off necessarily, but they don’t help you out at all. It is clear that they make it very tricky to get out of their service without paying a fee. It’s bad business, but it seems that if you’re leaving, why not slam the door on you anyway!
So be careful and know exactly what you are getting into… read all the fine print… I know, I am getting burned myself. Shame on me!
No way to cancel!
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!
The contract just keeps going and customer gets paying
If you need a security system you had better look elsewhere. It is impossible to cancel the rolling renewable contract. It will cost you to get out of the contract, it last forever!! The only way to get out of the contract is to die or pay the cancellation fee and chalk it up to lesson learned. They are quite hateful on the phone when you try to cancel and threaten you with fees ect. Suffice to say it is going to cost you to get out this contract. I am going to report this company to whoever will listen.
How are companies like this still in business?
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.
Taking business elsewhere
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.
Tried so many ways to cancel
OMG! We can’t cancel with Protection One. For two months we have sent 2 certified letters, a postcard, a fax, online help, and many phone calls. We have been charged twice since we have cancelled. We have another company now, and when they unhooked Protection One we never even got a call. I don’t think the service even works. I think we pay for the stickers on the window only. We live in Windsor, CA in a new home area. I can’t wait for the next neighborhood watch meeting! Who works for this company…
Protection One says one thing, but means another
We had Protection One alarm monitoring for a few years and then we had a window replaced and called Protection One to have the sensor replaced. The customer service rep I spoke to stated that I was covered under warranty and that there would be no charge. The tech came out and replaced the sensor.
A month later I receive a bill for $95.68! I’ve made several calls to Protection One and they conveniently don’t have a record of ever making a statement that there would be no charge. They gave me a partial credit but expect me to pay for more than half of their misrepresentation! Needless to say, I cannot recommend their services and have since, cancelled our service with them.
By the way, when I called to cancel, no one ever told me I had to cancel in writing. Does anyone at Protection One know what they are doing?????
Protection One doesn’t know how to treat a customer
Protection One has provided me with alarm protection for over ten years.
Due to medical difficulties, I am forced to sell my house and move to another state. After contacting them about terminating service, I was told that when I had the cell phone system installed, I became an “Initial Customer” and was locked in for three years. When asked about transferring service I was told that I had to provide them with a new address. I don’t have a new address!
The only way they will terminate service is for me to pay them $750.00. Nice way to treat a customer. I will -pay their blood money, but will also give them the recommendation that they deserve.
DON’T GO NEAR PROTECTION ONE, UNLESS YOU WANT TO BE SHAFTED!!!
Removed entire system and never heard a word
Buyer Beware! Had problems with my system.
Service agent cancelled 3 appointments. I called customer service to cancel my account. Customer service stated they would note it on my account but I was NOT informed that cancellations must be in writing. I had removed all the alarm system and went with another company. How can a complete system be removed and they not notice? How secure is their system?
Several months later I rec’d bill which is now delinquent. After two attempts with emails to customer service I was sent a letter stating my account will not be canceled without it being in writing.
Alarm went off, 5 hours later response comes
I have had Protection One for 3 years now and pay $42/month. The one time I actually had an alarm go off was while I was away on vacation. The armed guard did not show up to my house until nearly 5 hours after the alarm went off. I asked for an explanation from Protection One, and never received a response. I have a cellular back-up unit which quickly became obsolete after 2 years, and had to pay for the upgrade. I’m really not sure what I am paying $42 a month for, and am thinking of cancelling or switching companies.
File a complaint!
Terrible company, I have a faulty system however, after numberous service calls, they cannot still fix the system.
I have been charged for it and they will not refund what they already automatically charged me for. I am going to file a complaint with California’s Consumer Affairs Department.
If anyone else has had a problem, I highly recommend filing a complaint with your state’s Consumer Affairs Department.
Customer paid, they did not protect
This is a really bad alarm company to deal with. We signed a contract for three years with this company, which was formerly Integrated Alarm system and was sold to Protection One. The system did not work for at least one year that we kept on paying for services that we did not receive. All the phone calls that we made to report that the system has a fault was ignored and later we were told that it is a phone compatibility issue since we switched our phone carrier.
There was nowhere in the contract that we signed that says we could not use any other phone company,and later i realized that the alarm does not even work with a phone. Anyway we sold our house called to cancel and stop paying but protection one kept threatening and bugging us with phone calls that we still owe them for services that we did not receive and for the alarm system that is not working on the house we already sold. BEWARE OF THIS COMPANY, THEY ARE A RIP OFF.
All they care about is money and not the safety of their customers. They have a bad process in place. All phone calls we made to them were not documented on anywhere in their company. We are really fed up and we felt cheated by this company. We paid for services that was not rendered and protection one still wants us to continue to pay even after we moved out of the house. It is a shame that companies like protection one still exists in this country. Rip off BEWARE. We are not going to pay and we are goignto file a complain with the better busines burea about this. We don’t even mind suing this company. we called them to put us through their disputing a bill process and we were told none exists. I guess we have no choice than to use a government agency if they have none in their company. What a big shame. We are really disappointed in this company
Insider said they just try to sell more
Pass, pass, pass before using this company. Been a customer for a long time and it has been a nightmare.
Their departments do not communicate with each other. Our system has not worked properly since the initial installation. I have had service guys out eight times to change out the system and it still does not work. Finally, trying to cancel service and it has been an absolute nightmare. They made me pay for a unit that does not work til the end of the contract period which is June 2008. Now they billed me for additional months. Once they get your money they offer no help or solutions. All we wanted was a unit that worked.
FYI – an insider told me all their employees were told to try to sell, sell, sell additional products and add-ons to the customers. Another neighbor all cancelled service with them.
They are the absolute worst.
After 11 years I sold the home which had Protection One in Lennox, CA. as my security provider….When I noted they continued to bill my account, I then provided a written cancellation notice to Protection One.
Ultimately I paid for 3 months of service at a home I had sold. I thought good riddance. But NO….8 month later I get a “FINAL NOTICE” for payment of an additional $250.00.
I have responded my refuting there claim, and have demanded a copy of the contract they site as the basis for this charge.
Fortunately I am very comfortable in court, and will bring suit against them if they proceed. From a quick check of the internet it should be no problem to get numerous people to testify that this is not an isolated incident by rather a way to game the credit reporting agencies to force payment.
How do they get away with this?
THIS COMPANY IS BAD AND STAY AWAY.
Protection One company doesn’t do anything for you, WITH BAD SERVICE and have VERY predatory billing system. Be careful if you decide to sign up. MY ADVICE, DON’T EVER SIGN UP. I suspended my service due to building a new house and they were billing me throughout even though it was an empty lot. This took a tremendous amount of time and effort to clear up. Even then, after cancelling the account, no cancellation goes into effect for 30 days, which THEY WILL BILL YOU AGAIN.
I don’t know how they get away with stuff like this, but I would NEVER get service from this company again.
3 employees gave wrong information
From 11/06 to 11/07 I had a home security contract with Protection One. The security service that they offered was adequate. Although I never had an actual emergency, so I can’t attest to their performance in that area.
On 5/07 we had all the windows in our house replaced, which deactivated our security system. I called Protection One and told them that we wanted to upgrade our system instead of just replacing the window sensors. An agent came out, gave us an estimate, and told us that someone would be calling us in a few weeks to set up an installation date on the new system. Unfortunately, though, Protection One completely ignored our request to upgrade our system and continued to bill us for an inactive system until our contract expired.
Additionally, we called Protection One inquiring about their cancellation policy. We were told that as long as a cancellation letter was received 3 days before the automatic renewal date we would not be penalized. However, in 12/07 we were given a cancelation penalty fee. We were told by another representative that it was a mistake and to disregard the fee. Several months later I received a notice from a collection agency regarding this matter. I called Protection One and was again told that it was an error on their part and they would call me back with instructions on dismissing the debt. They never called me back, so I called them again and was told that the debt was valid. Apparently, all three of the representatives I had been speaking to did not understand Protection One?s cancellation policy. I spoke to a Protection One supervisor at the national customer service center and was basically told that I should have read the fine print on the contract more carefully. Furthermore, she informed me that the three representatives I had spoken to in the past ten months were not trained in contract policy, and therefore, Protection One could not be held accountable for any misleading information given to me. Protection One also refused to contact the collection agency and explain what happened. I am very upset that on more than one occasion I was given wrong information that resulted in a collection agency filing a case against me, which unfortunately has adversely affected my credit score. I am completely baffled how such a well respected security company could have such poor customer service and employee training.
Waited for them to return call, they sent collections!
As most of the other complaints, mine is similiar.
I called in Jan. 08 to cancel service to do renovations on my house. I thought all was taken care as per the useless customer service agent. As the months went on I continued to receive past due notices. I frequently called and explained the matter and was always told it is being taken care of and they will be in touch.
I finally recently received a letter from an outside collection agency demanding payment. What a joke, I was waiting for a call back from their rep. and in return they hand me over to collections. Nice job bone heads. Way to lose a 10 year customer.
With all the selections out their to monitor your system please please make Protection One your last. They are criminals!
Very unsatisfied with Protection One
We “inherited” Protection One when they took over Westec Security. We had a full house system put in, complete with carbon monoxide detection and radio back-up. In addition, we signed up for the service contract.
All in all, I am embarassed to say we pay about $84 a month. Their level of service has been AWFUL. In spite of having the service contract, I am still paying for replacement of the batteries that back up the system in the event of a power outage. These batteries need to be replaced almost every time there is a power failure, and since we live in an area with lots of trees, we lose power fairly often. Protection One has told me that they “don’t recharge very well.” Apparently they haven’t heard about the advances in battery technology over the last 20 years. Also, if there is a problem during non-banker’s hours, the service call is not covered by the service contract. Well you can be sure that the system malfunctions mostly nights and weekends, as my carbon monoxide detector did tonight (Saturday, 9PM).
Most importantly, when we signed on, Westec was a smaller, more local company whose employees at least seemed knowledgeable about us and our system. Protection One now routes our signal to a “regional” center, which may actually be in a different time zone. When I call to ask for help with my system, they don’t know which one I have, much less how to troubleshoot it.
Needless to say, I have paid my last Protection One invoice, and as part of a renovation project, I will be changing to another provider.
You can dismiss my comments as a disgruntled ex-customer, but I have had my contract with Westec/Protection One for 11 years. I don’t change companies at the drop of a hat, but I have finally had enough.
Won’t send address for cancelation letter
Beware !!I Had a contract with Protection One for 3 years.
I called them for cancellation over the phone. They said they want a written letter, but they were not giving the address to send it. They won’t provide a fax number to fax the letter. Even after sending two letters to the address, they said they never received it. After a month, I got a bill with 100 dollar penalty and one month additional charge. Reason is after 3 years, they do an automatic renewal of 1 year. Cancellation charge is $100!!!
It is a really bad company to have your alarm monitoring service with.
Switched from ADT to Protection One
I had used ADT for several years (more than three) and switched to BellSouth’s Protection One as the rates are $17.95 for me (my wife gets a concession of a couple bucks per month). BSPO tech came out and switched MY system over and I’ve been with them for a couple years. Same service as ADT. They even put in a new “brain” for free as I wanted to add two sensors to the system to enhance the system. Pretty happy with them.
Protection One was negligent in protecting customer’s business
On Thursday December 20, 2007 one of 3 air conditioners was stolen from Rogers Foundation of Music (RFM). The theft was reported to the Independence Police the same day. I called protection one to express my concern that the alarm system couldn’t be armed after this AC unit was stolen. A protection one tech was sent to check out the alarm system. At this time FC appeared on the small screen on the number pad. I read this to the protection one operator before a tech man was sent to RFM to check out the system. The tech man came and made it possible for us to arm the alarm via the key pad. I didn’t know we were still not connected to the protection one monitoring terminal. Obviously the most critical problem still had not been resolved. We were open territory for any theft without a working sercurity system which we have been paying monthly. We could have been cleaned out totally until one of us arrived the next day. The security system seemed armed when we punched in the numbers to arm it—but again it didn’t connect RFM to the protection one monitoring terminal. The tech didn’t say anything about FC meaning we weren’t connected to the protection one monitoring terminal. I also expressed to the tech that the AC units had been wired to the protection one alarm system about 2 years ago when an AC unit had been stolen then.
Two years ago we had an air conditioner stolen. At this time RFM had the air conditioners wired to the protection one alarm system by a protection one technician, so if there was another attempt to steal one or more of the 3 air conditioners protection one could respond by calling the police and stopping the robbery attempt. Now on January 9, 2008 RFM had the remaining 2 air conditioners stolen. These 2 air conditioners were wired to the protection one alarm system as was the first air conditioner that was stolen.
After receiving a phone call from a work associate, I was informed the other 2 air conditionrs had been stolen. I expressed my concern that we had not received a call from protection one, therefore protection one had not contacted the Police. This gave the theives all the time in the world to steal anything they wanted—including leaving the building and its content exposed to theft. Now I was concerned that the protection one alarm system we had been paying protection one to protect and monitor the content of our building and business was faulty, and leaving us exposed to the very theft we thought we were being protected from. Since the Police never responded to the theft because they were never alerted by Protection One. I called the Police the same day and then a report was taken over the phone. It was a little late for the Police to come to the crime scene. The damage was done. This is why the report was taken by the Police over the phone.
There is no excuse for this kind of irresponsibility on the part of Protection One security. This puts a total business at jeopardy.
The bill we received from protection one due to the lack of protection and negligence on the part of protection one is totally out of line and arrogant on the part of Protection One to think that we would allow this lack of protection on the part of Protection one to go unnoticed. We have faithfully paid monthly for protection, and did not receive this protection due to a faulty system that wasn’t even connected to the protection monitoring system even after being checked by the first tech. Even after the first tech man sent from Protection One to secure their security system—after the fist air conditioner theft the system was not connected to the protection one monitoring terminal even before and after the tech left. I don’t understand how a tech could leave without making sure the security system was working and responding to the monitoring terminal.
When the second tech came to the studio after the theft of the 2nd and 3rd air conditioners he stated FC on the number pad meant there was no connection to the monitoring terminal. The second tech then reprogrammed the system. It wasn’t until then the system was really doing what we had been paying for for months—PROTECTION THAT COULD BE MONITORED WHEN THE SYSTEM WAS ARMED—INSTEAD OF A FAULTY SYSTEM THAT GAVE ROGERS FOUNDATION NO PROTECTION DUE TO NEGLEGENCE ON THE PART OF PROTECTION ONE.
The theft of the 2nd and 3rd air conditioners could have been avoided had protection one been monitoring via a secure system—RFM had been paying for monthly. Remember—the 2nd and 3rd AC units were stolen after the first tech had come out after the first AC unit was stolen and supposedly repaired the system. Also remember all 3 AC units had been wired into the protection one security system 2 years before this theft of all 3 AC units. How many months have we been paying for protection and literally without knowing—we had a false since of security due to a faulty Protection One security system. At anytime we could have been cleaned out without any possible notification to the Police department due to a faulty alarm system.
It is the fault of Protection One that the air conditioners were stolen without any response to notify the Police. It is the fault of Protection One that we were left without protection. I expect reimbusement for protection paid—and not received. I expect the deductable for the theft of the 3 air conditioners to be paid by Protection One due to negligence for the faulty protection one system Rogers Foundation of Music and AirDigital Recording Inc. paid for on a continuing basis. I expect the tech charges to be removed for negligence on the part of protection one tech people.
I’m not sure how long we have been without a working security system—so I’m not sure how to treat this at present.
Thankful to no longer be a customer
It’s been more than a couple years now since we were released from Protection One. The years we were with the company were costly. We had numerous equipment failures but the absolute worst was a bug in Protection One’s system that kept triggering the panic/hold-up alarm which dispatched the LAPD to our house which in turn cost us hundreds of dollars. Finally, one of their technicians stumbled on to the problem, which he explained that somewhere in the country someone must have tampered with the electronic coding on his alarm which showed up on the screen of Protection One’s monitors in Irving, Tx (I live in California) and made it look like an alarm was triggered from my equipment. Protection One couldn’t fix the problem, I had to demand that Protection One not monitor my system so I wouldn’t have LAPD show up at my house with their hands on their guns when we weren’t expecting it; and so that I would also stop getting the expensive false alarm bills from the Police Dept.
The LAPD did everything they were supposed to. I did everything I could do to remedy the situation. After calling and writing to get Protection One to take some responsibility for their system failure, their so-called ‘Customer Care’ could care less about my problems. Not only would they not meet me half way in reimbursing me for the mistakes they made that cost me hundreds, They said I had to suck it up and continue paying on the contract they wouldn’t let me out of even though I insisted they didn’t monitor my alarm because I would keep having the same problem. I was a good paying customer for several years putting up with Protection One’s poor service.
This is the worst company I’ve ever done business with and I strongly recommend you stay away from Protection One.