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Protection 1

Similar to: Vivint

Our Score
7.3
User Score
2.9

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Our Score
7.3
User Score
2.9
Rank this Company

Ratings Breakdown

Price

DIY Monthly Price
$34.99-54.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Fees May Apply

Index

Quality Index (Below 413 is good)
203

Number of Reviews

User reviews here on BHSC
273

This Review is maintained by Chase Sagum

Review Last Updated: May 10, 2018

Protection 1 was founded in 1988 and has grown quickly to become one of the nations largest home-security providers. They have stayed up to date with the latest in home security and home automation technology which is non-invasive and easy to use from a mobile device. Protection 1 really prides themselves on their customer service, with no automated telephone systems and guaranteed same day service, setting them apart in the industry.

The Good

  • Multiple Package Options
  • State-of-the-art Technology
  • Customer Service
  • Secure Move
  • Safety Net

Multiple Package Options

Protection 1 offers a variety of packages to their customers: from basic home security which requires a landline phone to state-of-the-art home automation that utilizes a cellular signal that can be controlled from a mobile device. Protection 1 also has a new DIY system for those interested in self-installation. For complete package details see the ‘Equipment Review’ tab above.

State-of-the-art Technology

Protection 1 has been around for 27 years, but they have continued to evolve with modern technology. Their Smart control and video packages are all wireless making for easy, non-intrusive installation. They utilize a cell signal so customers don’t need to worry about an internet connection or having a landline phone. Protection 1 customers can access and view their home’s activities via a smartphone. This enables customers to view live video feed, track the armed status, lock and unlock doors, turn on and off lights, control the temperature of the home, etc.

Customer Service

Protection 1 sets themselves apart with their customer service. There are no automated phone systems, only real customer service representatives and their wait times are incredibly short. They claim to answer the phone within a few rings, which is remarkable compared to the wait times of some other companies. If readily accessible customer service and immediate communication are important to you, Protection 1 is worth contacting.

Secure Move

If a customer decides to move while in the middle of their protection 1 contract, Protection 1 will install a new or existing system to the new home for the customer, and pay $150 of the activation fee. The Secure Move feature really helps to set them apart in the industry, not many other companies in the industry offer a comparable service. For complete details about Secure Move, see the ‘Contract Details’ tab above.

Safety Net

If the customer suffers a loss due to their home being burglarized or damaged due to fire, Protection 1 will pay up to $1,000 of the home insurance deductible. This is a unique feature that not many other companies offer, and we have taken this into consideration when calculating our expert score. For complete details, see the ‘Contract  Details’ tab above.

The Bad

  • Several Additional Fees
  • Long Contract lengths
  • Base Security Model Requires a Landline Phone
Several Additional Fees

Protection 1’s main problem is that they require their customers to pay full-term for contracts even after cancellation. Customers do have 14 days after signing the agreement to cancel the contract, but they will still be charged a $79 re-stocking fee. Also, in their terms and agreements subsection Protection 1 states that additional equipment may need to be purchased, meaning that all of the advertised features may not be accessible without purchasing additional equipment. Their terms and agreements also state that the equipment will remain the property of protection 1, so even after the service contract the equipment belongs to the company. Prices may increase after the first 12 months of service as well.

Long Contract Lengths

Protection 1 has done a good job of keeping their monthly fees at reasonable prices. This is due in part to their 36-month minimum contracts. Keep in mind that if at any point a customer desires to leave the contract, the customer will need to pay off the remainder of the contract.

Base Security Model Requires a Landline Phone

Protection 1’s base security model, “Secure” starts at an affordable rate of $34.99/moth with a 36-month contract. However, the technology used requires the customer to have a landline phone in order to monitor the system. This technology is dated; not many have landline phones anymore and very few will have the desire to use the base system as a result. It also poses a security hazard
as the phone lines can be cut before the alarm is ever tripped.

The Bottom Line

Protection 1 offers packages to meet just about everyone’s needs; from basic home security to complete home automation with state of the art technology. Their prices range from $34.99-$54.99 with a 36-month minimum contract. Protection 1 has customer service representatives that are readily available, with no automated phone systems and very short wait times. If this is important to you, Protection 1 is worth considering. Protection 1 may require some additional fees; additional equipment may need to be purchased in order to perform all advertised features, and prices may increase after the first 12 months of service. Also, if customers desire to cancel their service they must pay off the remainder of the contract balance.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.0
$19.99-$42.99
$0

#2

7.3
$34.99
$99

#3

3.1
29.99-59.95
$99

#16
Protection1_Logo

2.9
$34.99-54.99
$0

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273 Protection 1 Reviews

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  1. User Score
    1
    May 23rd, 2018 Wilmington, NC
    0 people found this review helpful!
    I am disappointed in the blatant lies that these representatives tell to either get you locked in the contract or get you off of the phone. Yes, I speak to some good reps, but the initial guy I spoke to lied about aspects of the package for the contract I settled on. He told me I was getting live video footage included in the package and then once the contract was signed, I was told that the image sensor listed on the list of equipment that I was told was the live feed turned out to be a literal CAMERA that takes pictures if someone breaks in. What a load of crap! Fast forward some time and I end up moving and I call in asking if I needed to take the sensors with me and I was told no. That they would just send me the amount of sensors I needed. Then after calling trying to figure out where my sensors are after informing them of the move, I receive no sensors I am now told that my balance has to be zeroed out before they will send out any equipment. I pay the balance and now they’re telling me I have to buy new sensors. $225 for 5 sensors or pay half of that due to the “miscommunication”. I had every opportunity to take the old sensors with me and I would have if that rep wouldn’t have LIED and said I would not need to take them. Why does that fall onto the customer because your employees either need new training or they need to be replaced period if they’re misinforming customers! So now I am legit paying for NO SERVICE because I refuse to pay for something I initially was told was FREE of charge. The supervisor tried to extend my contract 11 months to “make up for the amount of money they are covering for the needed 5 sensors” or I would have to settle for paying out right myself for the sensors. REALLY? So because you guys screwed up you want to elongate MY contract??? I believe I will be buying out the contract. Beware of this crappy company!!
    Read More
  2. User Score
    1
    May 8th, 2018
    1 people found this review helpful!
    If you are looking for a good provider of protection, this would be the way to go prior to the buy out from ADT. Billing has gone up. Communication has gone down. No one explained there is a fee to move your service once you move, let alone why I have to sign an extended protection contract. All I am being told is that it covers the equipment…sorry, you get bulk pricing, there is no way the items put in place will take 3 additional years to pay off. Auto draft is crap… it never notifies you of when your bill is due and god forbid it does not go through at billing time, they automatically take you off of monthly billing, and don’t expect a call or bill for several months and by the time they finally contact you, the bill is so freaking high to pay off. This company is just like doctor’s offices… they don’t have to answer to you, you just need to pay the bill as this hits your credit report lowering your score for missed payments.
    Read More
  3. User Score
    0
    May 2nd, 2018 Tucson, AZ
    1 people found this review helpful!
    Beware of the contract, sales staff will lie to you about it. Company has very little love for customers.
    Read More
  4. User Score
    0
    April 30th, 2018 Brooklyn, NY
    0 people found this review helpful!
    False advertisement forced me in to a contract without my knowledge and when I found out about it and start to argue the only reason i signed up with this company is because they advertised no contract they just hanged up the phone on me
    Read More
  5. User Score
    0
    April 19th, 2018
    2 people found this review helpful!
    The main battery keeps going out even though it’s supposed to last 5 years or more. This is 2nd time this has happened in the past year.
    We’re not happy at all, and haven’t been ever since we got it. Our camera stopped working again too.

    Thanks for reading.

    Read More
  6. User Score
    0
    April 17th, 2018 Encino, CA
    3 people found this review helpful!
    Watch when you move!! Our business had to move to another suite on the same floor & building after using Prot1 for 7 years. Initial request indicated no problem – mayby a slight relocation charge. Then, a sales manager got involved and tried to FORCE signing of a new 3 year contract. Now Prot1 is harassing us with collection and bad credit threats.
    Read More
  7. User Score
    4
    April 15th, 2018
    4 people found this review helpful!
    Converted from landline to a cell line. Got charged $10.00 extra and reset my agreement to 5 years. Company said I have an old panel but refused to upgrade to a newer model. Lack of customer service and snotty attitude will be the reason I do not renew the contract.
    Read More
  8. User Score
    1
    April 9th, 2018
    4 people found this review helpful!
    I somehow have got a 5 year contract which has been electronically signed. I have tried to get of them for years and they tell me I can’t because of the contract. I have not signed it. I believe they manipulate it when it is time to renew. I am selling my house and they told me I owe $700 for breaking a contract I never signed. They lie.
    Read More
  9. User Score
    0
    April 4th, 2018
    5 people found this review helpful!
    The whole service from customer service, billing to customer satisfaction is horrible.
    Read More
  10. User Score
    0
    March 21st, 2018
    2 people found this review helpful!
    If service is of concern for you and you are a commercial business in the Atlanta Market avoid this company at all costs. They have mo interest in follow through or communication. After repeated attempts to get reaponse on install issues to multiple levels of management Inclusding their so called Executive Manager of Customer Care (Nicole) I have now reseved to simply make others aware of the oathetic service levels in particular Mark T. and his manager who has yet to return my phone calls. We oen a school and in the current climate you would think that they would approach out business with care and urgency. You will get neither from them. Stay Away!
    Read More
  11. User Score
    0
    March 19th, 2018
    1 people found this review helpful!
    Protection One is horrible! The equipment never worked, and they refused to lets us out of our THREE YEAR contract. They were supposed credit $5 to our account each month to make up for equipment failure, however that never happened. Worst company and customer service. I WILL NOT renew with this company and will make sure everyone know about their underhanded business practices!
    Read More
  12. User Score
    0
    March 10th, 2018
    1 people found this review helpful!
    YOU CANNOT TRANSFER SERVICE IF YOU MOVE WITHOUT STARTING ANOTHER 3 YEAR CONTRACT. READ THE FINE PRINT!! WILL BE STUCK WITH A CONTRACT OR HAVE TO PAY $750 TO TERMINATE SERVICE, OR YOU WILL BE RESPONSIBLE TO CONTINUE PAYING FOR SERVICE YOU ARENT USING IF YOU CHOOSE NOT TO START ANOTHER 3 YEAR CONTRACT. SCAM
    Read More
  13. User Score
    0
    March 8th, 2018
    1 people found this review helpful!
    Such a terrible experience with this company.
    1. Was lied to by the salesman who said if we moved Protection1 would work with us despite the 3 year contract.
    2. Sent initial setup appt to the wrong address in a different state
    3. Billed us 3 times for setup and had several incorrect bills
    4. Installer put a motion camera near blinds that moved when the air/heat kicked on, setting off the alarm when we were out of town
    5. Motion camera stopped working a year after install requiring another service call
    6. Terrible customer service when canceling the account and now stuck with a $500 bill.

    Nothing but headaches with this company. Will NEVER use them again.

    Read More
  14. User Score
    0
    March 6th, 2018
    1 people found this review helpful!
    My mother has been a customer for 13 years. She is 83 and is having to move to new facility due to health problems. They told her she will have to pay 700.00 to break the contract unless she has a doctor’s excuse.. really at 83 after being a customer for over 13 years??? Terrible customer service to treat someone at this age!!!!!!! Would never sign a contract with Protection One!! We have Ackerman and would recommend them.
    Read More
  15. User Score
    0
    February 23rd, 2018
    2 people found this review helpful!
    Our previous condo board president contacted Protection 1 to have security cameras installed in our parking lot. The original agreement was that we were purchasing these cameras through a payment plan and after the balance was paid we would only be billed for a monthly maintenance fee (in case a tech ever had to come out). Soon after, I became board president. After a few years of paying the bill regularly–and paying off the cameras–we decided we didn’t want to keep paying the maintenance fee. I called and was told the maintenance contract could only be cancelled in the month of October and in writing. I waited until October and called again to cancel the contract. I was told I was supposed to submit the request in writing 30 days before October and because I’d failed to do that I had to wait until October of the next year (or September–if you’re following their scam wording). I said no way, the cameras were paid for and we wanted this maintenance contract nullified. Then I was told that the cameras were not paid for and that we actually had leased them and if we stopped paying we’d be breaking the lease agreement. I went over my paperwork and there was nothing in the contract that said anything about a lease. At this point we’d payed far more that the cameras were worth, but they expected us to simply keep paying in perpetuity. I insisted there was a mistake and asked if there was some way to resolve this issue. I was told I could request a termination of the “lease” in October, whereby they would come and collect the cameras (that we’d already paid for). I went through the initial contract that our HOA signed and stressed that the word “lease” did not appear anywhere on the paperwork. I was put on hold for 15 minutes and the associate came back and basically said: “Okay, you can keep the cameras. But you can’t cancel the maintenance agreement until October.”

    Understanding that I was dealing with a shady company, I simply stopped paying the bill. Of course, this eventually lead to a series of annoying robo-calls from debt collectors. Aggravated, I called again to try to straighten things out. This time I spoke to a woman who tried to give me the “lease” spiel again. I said we never had a lease, we’d bought the cameras free and clear, and I was tired of their runaround. I said that we didn’t even need the cameras anymore and they were welcome to come by and remove them if they wanted them back. After much arguing I got her to admit that the cameras were so old that it wouldn’t even be worth the money to send a tech out to collect them. We could keep the cameras. I also asked her to zero out our account so we’d never have to deal with them again. She said okay and assured me our balance was zero and we owed no more money.

    A few weeks later we got another bill in the mail. And another one. The robo-calls started again. I called back and got another associate who claimed there was no record of the previous call stating that our account had been closed and zeroed out. She said we still owed a specific amount on our “lease.” And we still had to keep paying for the maintenance fee (which could be cancelled in October). I said again that they could come and get the cameras (that we’d paid for) but they would never again receive another penny from our HOA. She said fine, and that they would schedule a time for the tech to come out to remove the cameras and that our account would finally be cancelled. This was a few months ago. No tech ever came. We’re still getting bills and threatening letters about collections. This is easily the most unethical company I’ve ever had the displeasure of having to deal with. I was not even surprised when I came here and saw their one-star aggregate rating. Clearly we’re not the only ones who have been sucked into this vortex where the bills are perpetual and cancelling service is impossible. Avoid, avoid, avoid this company…

    Read More
  16. User Score
    0
    February 21st, 2018
    3 people found this review helpful!
    Do you remember when companies used to strive to deliver good customer service? When they treated customers with respect? When they actually provided the service they’re in existence to provide? Someone may want to remind Protection1 about those days, because the concepts elude this crew of misfits.

    It’s difficult to put into words how terrible my experience with Protection1 has been. In hindsight, the experience seems almost surreal.

    In October 2017 my company expanded into another location. The previous tenant had a security system with Protection1, and we agreed to assume the service and equipment.

    In the last week of October, the outgoing occupant and I both provided a fully executed transfer of service form to Protetion1. As I type this review on February 21, 2018, that service is still not working.

    During the past 4 months I have exchanged more than 40 emails with Protection1 and the former occupant of my building, and I have made numerous phone calls. For each of my emails and calls, the former occupant has made one as well. Yet, for some inexplicable reason, the service still doesn’t work.

    Two weeks ago I was advised that service was finally transferred to my company. I tried to set up the online account, but I was told I couldn’t do so without an account number, and the account number couldn’t be issued until Protection1 came out to reprogram the panel (nobody ever offered to come out and do this). An appointment was set for the following week. Later that day my staff and I returned from a company function to find a notice on the door from Protection1. A technician came out 5 days early and without any prior notice.

    Yesterday I received my first piece of mail from Protection1. It was a letter stating that I have a past due balance of $164.85 – for a service we have never been able to use!

    I called Protection1 and was greeted by an agent who was of little help. She transferred me to the local office, where I was greeted by another representative who was condescending, rude, and mocked the fact that I don’t have a password for the system (because it has never been reprogrammed). I asked to speak with a manager, to which he replied, “No. That’s not going to happen.” When I pushed the issue, he promptly disconnected the call.

    After 4 months, dozens of emails and phone calls, and being mocked by the staff at Protection1, I sit and wait for a technician to remove the equipment from my property.

    I will NEVER use Protection1 and I strongly encourage anyone reading this to look elsewhere for your protection and security needs. If you can’t trust these people to handle what should be a simple administrative task, then how could you possibly trust them to secure your assets or your safety?

    Read More
  17. User Score
    0
    February 21st, 2018
    2 people found this review helpful!
    They will trick you into signing a 3 year contract and if you want to cancel they charge you most of what you owe for the remainder of the contract .
    Read More
  18. User Score
    10
    February 20th, 2018 Moreno Valley, CA
    0 people found this review helpful!
    Had Prot1 for more than 25 years. Upgraded several times, most at no cost. Added 4 wifi high quality camera, at my request and cost. System works GREAT. Service SUPER. Always friendly and helpful. Response to alarms very quick. Calls me before sending to police. (dog sets off alarm if I forget to put dog out). Overall great company and equipment and service!
    Read More
  19. User Score
    0
    January 26th, 2018
    1 people found this review helpful!
    HUGE RIPOFF!! My bills keep increasing for Basic service. Can get coverage for less the half of what they charge! Will be changing carrier IMMEDIATELY!!
    Read More
  20. User Score
    0
    January 17th, 2018 Las Vegas, NV
    2 people found this review helpful!
    Worse customer service. Way to try to keep your customers happy by understanding their needs. Not willing to work with me on my contract. Want a crazy amount of money to cancel service that i’m not even using. Just bad customer service when you wont work with your customers.
    Read More

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Our Score
7.3
User Score
2.9
Rank this Company

Ratings Breakdown

Price

DIY Monthly Price
$34.99-54.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Fees May Apply

Index

Quality Index (Below 413 is good)
203

Number of Reviews

User reviews here on BHSC
273
Our Score
9.0
User Score
8.0
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
2,167