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Protection 1 Reviews

Reviews of Protection 1 from real customers
(289 verified)

Our Score
7.3
User Score
2.9

See Top Rated

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
289

Overall Score

Based on ranking criteria
7.3 /10

Protect America

Compared to industry leader
9.0 /10

This Review is maintained by Chase Sagum

Review Last Updated: January 15, 2019

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.

Most Helpful Reviews From Protection 1 Customers

  1. User Score
    0
    Marvin D Baar
    June 12th, 2018 GA
    Stay away from Protection 1. After the high pressure phone sale, they don't honor the terms of their contract regarding cancellation, then will harass you to death! Phone people are pushy, unprofessional, don't do what they say, and don't seem to be able to get anything done. They charged me for "services" NEVER provided, even after having discussed my cancellation, prior to the 14 day period stated in the contract, and have continued to charge me for "services" for a year.... The prior system has been removed, so there is no way possible they can provide services. Now they are threatening me with collections action. STAY AWAY FROM THIS ALARM PROVIDER!!Read More
  2. User Score
    0
    Mike Musso
    March 21st, 2018 
    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

289 Protection 1 Reviews

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  1. User Score
    1
    February 6th, 2019 Saint Paul, MN
    1 people found this review helpful!
    I was a Customer of protection 1 for 3 years with the understanding that I was signed to a two contract when I started. I recently moved from the residence, and cancelled the services due to the fact that the services were not needed. for the past 5 months I had been charged for services I have not used, and Also learned that my contract had been renewed without my consent. When I spoke with rep she seemed to not really have knowledge or understanding of what was going on, nor knowledge of her own business polices. I asked to speak to a supervisor she refused to put her on the phone, and then explained that anytime your contract comes to an end it automatically renews, and that I would be charged $700, Also that the charges had gone to collections for non pmt, even though I had been making pmts for the last few months on honest owed monies. The actual device service was good but customer service is bad, and the small things that business do to keep you locked or find ways to have you owing money is what turned me off from this company. I decided to pay what I owed cause it not worth me loosing my good credit, but I will not get service with them again!
    Read More
  2. User Score
    0
    January 3rd, 2019 Atlanta, GA
    1 people found this review helpful!
    I relocated for a job across the country, and had to live in an interim location that was highly known for crime. Every morning the news would report 2-3 deaths by shooting and burglary in that county alone.

    At midnight in October I experienced not one, but two break-ins within the same night while sleeping. I know this because the first time my apartment alarm went off, I got up to my front door open. After I called the police, my alarm went off again, and this time my window had been smashed.

    Terrified, I called Protection 1 at 7 am the next day to see if they could service the security system in my apartment. They told me they could not, and even though I explained this location was temporary ( 30 days) they eventually convinced me to run my credit, charge me $40 for the service, and set it up myself since I could not afford a technician. Fast forward to a month later and I am able to relocate, and I never set up the service.

    In the process of moving I forget about the box, and a year later when I relocate again, I notice it, and call Protection one to cancel. I am on the phone with them for over an hour, where they tell me they cant access my account without my verbal password WHICH I TELL THEM, and they tell me its not correct. They tell me they are not going to help me, and theyll email me a reset password.( they never did) At this point I dont even have an online account because Ive never made one, so I create an account and verify my verbal password is exactly what I told them. I call again and get transferred to the most rude, arrogant, sarcastic, and cocky account manager who tells me she doesnt care that Im cancelling ( I believe her name was Bridgett) and than asks me if I would buy more services from her. I tell her I never used the service, its still in the box, my account shows that protection one made monthly calls to my box and they always failed because it was never installed, and they never contacted me to see what was going on. If they had called, they would have known I didnt set up the service, and I had relocated.

    The rude account manager tells me even after a year of service that Ive been paying for its $750 to cancel.I’m upset, because I called to set up a service out of fear that I told the sales person was temporary, and he failed to tell me it was a multiyear contract and he pressured me to sign ASAP while I was on the phone or my apartment would continue to be prone to breakins. I have continuously explained that I could not set up the service because it was not user friendly, and I cannot transfer the service because Im living with an individual that already has a security system. So now I must continue paying for a box that has never been used until the end of 2020, all because I was sold a product by a sales person using a fear tactic, instead of them allowing me to return the box. I let the account manager know Id be leaving reviews and she told me to ” go for it.”

    I would reconsider my experience and review of Protection1 if they did the right thing by letting me out of my contract since they pressured me to sign while over the phone, and not allowing me ample time to review.

    Read More
  3. User Score
    0
    December 13th, 2018 San Angelo, TX
    1 people found this review helpful!
    After being on the phone with Protection 1 for over an hour nothing was resolved. I paid a bill by check on 10/31/2018 for an amount of 92.96. My account was red alerted for not paying my bill. I have the check that cleared the bank on 11/6/2018 proving the payment. My bank emailed the check to them proving the payment. In the meantime I was charged another 54.00 for allegedly not paying. As of right now, no call back or any other confirmation.
    Read More
  4. User Score
    0
    November 28th, 2018
    1 people found this review helpful!
    My husband and I have been with Protection 1 for about 4 or 5 years now. We’ve never had an issue until this past July. We bought a new house that had an ADT system installed. I called and asked if the current system at the house would be compatible to use with the Protection 1 system, after looking into it I was told the current system in the new house would be compatible but they would be to install an updated key pad. So I made an appointment for a tech to come out and do that me went a head and transferred service to our new home.
    The tech showed up to install our new key pad but proceeded to tell me the current door and window sensors would not be guaranteed to work with their system and if any of the sensors failed they would not cover them. He contacted someone for pricing info on new sensors, motion sensor and fire alarm. He told me it would be $300. I let it be and went ahead and had him install new sensors and key pad.
    Fast forward to this last Monday night, November 26. I left my house to take my son to practice and leaving my oldest son at home by himself with the alarm set to stay. I wasn’t even 5 minutes down the road when I received and notification from my ring that someone was at my front door. I called my son and could hear the alarm going off in the background and told my son to go upstairs to my closet and hide. After I had turned around and was driving back home I received a call from the monitoring department and transferred over to tell her it wasn’t a false alarm, my son is home by himself and they needed to dispatch police immediately. She asked to stay on the phone with me until police arrived, I told her I could not do that, I needed to transfer back over to my son who was in the house alone. I made it home, thankfully to find that the person did not make it into my house. After 10 min and still no police officer I called Protection 1 back and was told the police officer was canceled. I asked by who because it wasn’t us. Come to find out our police station has a 2 zone trigger policy before they consider it not be a false alarm(you are an alarm company and this should have been communicated to us in some way before signing a contract) I asked the lady on the phone what good this did me if they come in the front door and go right back out the front door with my stuff. I was told to call 911 and have them dispatch police immediately(again I’m thinking this is a pointless step since this is what you claim-
    “Since 1988, Protection 1 continues to grow and become a leader in the full service security industry. We strive to provide services to residential, commercial and national customers. We will customize your security system to fit your specific home or business needs.
    Our 24/7 professional monitoring centers will be there to ensure your safety. Protection 1 guarantees when you call for help, you will speak with a real person. Keep your family and business safe – call today”!)
    So of course since at this point I realize I’m on my own in this situation I called 911 to dispatch police because I’m a mother by herself with 4 children in the dark and I have no idea if the person who attempted to get in my front door has gone around and hiding behind my house.

    After a couple days to process what had happened, I called today to speak to a supervisor to figure out for the future if this is indeed protocol. I was told that “must be” (like a shrug of the shoulders, I don’t know but if that’s what you were told kind of way.) I asked if the 3 buttons on my key pad actually did me any good in the event I actually pushed them. I was told yes those would be immediate. (Now keep in my the tech installed our keypad next to the entry door from our garage.) I asked if I was supposed to send my send in front of the front door to press the panic button and then run back in front of the front door, up the stairs to hide in my closet? I told them if that’s the way to get immediate help I wanted my key pad moved to my bedroom. I was then transferred to service and was told the first 30 min would cost me $120 at which point I quit listening because I was so dumbfounded by the lack of communication in every aspect as well as not willing to work with a customer but choosing to charge out the ass for business. You as a company have done nothing to protect or feel safe in my home. My $99 ring doorbell did more for me than the $300 system that needed to be installed as well and as installation fee and $55 supposed monitoring fee a month for almost 5 years.
    For anyone who is considering Protection 1 for their home security system please don’t do it. You will be better off and less expensive to buy the Ring doorbell and cameras to protect your property.

    Read More
  5. User Score
    0
    November 26th, 2018
    1 people found this review helpful!
    Do not use protection 1 they have horrible customer service and will not honor there own contract for cancellations. They lie and harass you horrible company
    Read More
  6. User Score
    0
    October 18th, 2018 Wichita, KS
    0 people found this review helpful!
    WAS TOLD THAT I COULD TRANSFER MY ACCOUNT TO A NEW LOCATION AND NOT HAVE TO START OVER ON A NEW CONTRACT. WHEN THE LIARS ARRIVED AT THE NEW LOCATION IN A ADT VAN I QUESTIONED THEM AND WAS TOLD THEY MERGED WITH PROTECTION ONE. I CALLED AND CONFIRMED THEY DID MERGE. THE LYING SCUM DID NOT TRANSFER THE OLD SERVICE ALL THOUGHT THEY DID CLOSE THE OLD CONTRACT. THEY DID START ME OVER WITH A NEW 3 YEAR CONTRACT. NOW THAT I QUESTIONED THEM ABOUT IT, ONE COMPANY SAYS I HAVE TO CONTACT THE OTHER AND BACK AND FORTH.
    Read More
  7. User Score
    1
    September 18th, 2018 Virginia Beach, VA
    0 people found this review helpful!
    This company is UNETHICAL and I would not recommend. We signed a contract with a different security company on 4/27/2002 and it has been bought and sold at least 3 times never bothering to contact us to renew contract with their new name. Fast forward 22 years and they stick it to you when you try to upgrade. Changed companies and now they are trying to hold me to this bogus contract.
    Read More
  8. User Score
    0
    August 24th, 2018 Houston, TX
    0 people found this review helpful!
    worse service ever. Takes 5 min to sign a contract.. takes forever to terminate… got transferred from one number to another (800, 877, 281, family account, , put you on hold.. I have spent 3 hrs on the phone this AM – still account not cancelled. No starts! Awful service!
    Read More
  9. User Score
    0
    August 22nd, 2018 Las Vegas, NV
    0 people found this review helpful!
    Protection One /ADT is way over priced. When I cancelled my service they charged me for an additional month because I had to give 30 days notice. Really??? I’m not quitting a job. Plus when I had them come check a sensor they charged me $35 for a battery when they said there would be no charge. I asked them to remove the charge and they refused, so I cancelled. I’m now with a much cheaper service.
    Read More
  10. User Score
    0
    August 9th, 2018 Houston, TX
    2 people found this review helpful!
    I got sick – my medicals bills sky high, I canseled a few services with no problem.
    When I called Protection1 they gave me a hot time, i’m a costumer for 15 years but i was told I have to pay for 3 years $700 for nothing plus they tried to scare and black mail me.
    NEVER EVER get contract with this company
    Read More
  11. User Score
    0
    August 7th, 2018
    1 people found this review helpful!
    I hope you will never need any assistance. A service call is $100 per hour.
    Read More
  12. User Score
    0
    July 13th, 2018
    3 people found this review helpful!
    DO NOT GET PROTECTION 1!!!
    When I signed up for Protection 1 I was told I needed to pay about $650 to get my service started. With charging $50 a month I was basically paying for a full year in advance. A little before a year comes up I call to cancel my service so I won’t be charged the following month and I am told that I need to pay a $750 cancelation fee. What is the point in cancelling when they are still gonna charge you for service basically? I was told I am under a contract for another 2 years. If I was told when I signed up that I would be charged a cancelation fee of about every month that I was supposed to have service, I would have not went with Protection 1. For the price I’m paying and the equipment I got, it is not worth it. You are better off going to Walmart to get some window sensors for way less money and you’re not under a contract. Just be aware if you sign up for Protection 1 and go past being with them for 14 days, however long your contract is you are obligated to pay it and there is no way out of it.
    Read More
  13. User Score
    0
    June 28th, 2018
    3 people found this review helpful!
    From the first second i got this package it has been a nightmare. Cameras don’t connect to wifi even after purchasing a wifi extender. Spent over 3 hrs on a ladder for the rep only to say 9 million times to press the button. They have no idea what they are doing. Package is horrible and its being returned. Not even 4 full days out of the box and it’s gone. Not only that but now they are saying it’s gonna take 30 days to repay me my money.. Trash company, trash reps, trash product…
    Read More
  14. User Score
    0
    June 19th, 2018 Buffalo, NY
    4 people found this review helpful!
    Don’t wast your money on this system
    Read More
  15. User Score
    0
    June 12th, 2018 GA
    3 people found this review helpful!
    Stay away from Protection 1. After the high pressure phone sale, they don’t honor the terms of their contract regarding cancellation, then will harass you to death! Phone people are pushy, unprofessional, don’t do what they say, and don’t seem to be able to get anything done. They charged me for “services” NEVER provided, even after having discussed my cancellation, prior to the 14 day period stated in the contract, and have continued to charge me for “services” for a year…. The prior system has been removed, so there is no way possible they can provide services. Now they are threatening me with collections action.

    STAY AWAY FROM THIS ALARM PROVIDER!!

    Read More
  16. User Score
    0
    June 8th, 2018
    4 people found this review helpful!
    I am a Realtor & the protection one system was already in the home my buyer bought & he has not activated it & definitely won’t after speaking to a customer service technical support guy.. This system is making all kinds of beeps. When you look at the control panel it says 5 things are wrong. He just want to disconnect the system and Customer Service says to bad without an account we can’t help you.
    Read More
  17. User Score
    1
    May 23rd, 2018 Wilmington, NC
    4 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
  18. User Score
    1
    May 8th, 2018
    5 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
  19. User Score
    0
    May 2nd, 2018 Tucson, AZ
    4 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
  20. User Score
    0
    April 30th, 2018 Brooklyn, NY
    3 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
  21. User Score
    0
    April 19th, 2018
    3 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
  22. User Score
    0
    April 17th, 2018 Encino, CA
    6 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
  23. User Score
    4
    April 15th, 2018
    7 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
  24. User Score
    1
    April 9th, 2018
    9 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
  25. User Score
    0
    April 4th, 2018
    7 people found this review helpful!
    The whole service from customer service, billing to customer satisfaction is horrible.
    Read More
  26. User Score
    0
    March 21st, 2018
    3 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
  27. 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
  28. 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
  29. 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
  30. 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
  31. User Score
    0
    February 23rd, 2018
    3 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…

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  32. 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
  33. 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
  34. 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
  35. 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
  36. 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
  37. User Score
    0
    January 11th, 2018 San Jose, CA
    2 people found this review helpful!
    SHOULD HAVE READ REVIEWS FIRST! Worst customer service ever. I’m a BRAND NEW customer with faulty equipment. You have to pay the gas charge for technicians to come to your house to fix their equipment that does not work. I have only been a customer for 1 year and needed several technicians to come out and fix. The main unit beeps non stop throughout the night keeping us awake. Customer Service and Account Management just tell you your other option is to cancel your contract (pay in full several hundreds of dollars) A LOT of hidden fees. DO NOT get into a contract with these guys. You will regret it!
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  38. User Score
    0
    January 4th, 2018
    3 people found this review helpful!
    Crazy contracts, subpar do it yourself equipment that you could get from any hardware store, inept customer service and billing department! They are supposed to take money out monthly sometimes will go two or three months before it comes out of my account and before you know it a huge lump sum comes out of your account! Finally got fed up with it tried to cancel and found out that it would cost a small fortune to buy this garbage equipment! A pathetic security company! Do yourself a favor and stay away! You’re better off going with a local mom-and-pop shop than one of these giant companies who only care about selling equipment and long contracts!
    Read More
  39. User Score
    3
    December 26th, 2017 Bristol, PA
    1 people found this review helpful!
    I can not emphasize enough how their customer service promises a resolution and it never comes to pass. I have had a business relationship with the company Protection 1 bought out a few years ago and it has been problems since then. SimpliSafe is the company we use now and we are very content with SimpliSafe customer service.
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  40. User Score
    1
    December 14th, 2017 Cedar Park, TX
    0 people found this review helpful!
    I have been a customer of Protection 1 for about 3 1/2 years. During that time I have had numerous issues with the components not working. They want to charge a $25 fee to come fix their substandard equipment. My husband and I have called several times to verify the length of our contract and were both told 36 months. Today, when my husband called to terminate the service, he was told that we have a 5 year contract. We never agreed to that or even knew about it. The customer service representative said he would have to pay a $700 termination fee. Since I only had a 36 month contract, that bill will never be paid. Shady company who likes to change the rules in the middle of the game. Do yourself a favor and call Simpisafe. They do the same stuff and cost much less!
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  41. User Score
    0
    December 14th, 2017
    1 people found this review helpful!
    Absolutely Horrible! The are liers! They just want to sell ther service! The never told me that I will be charged if I cancel my service! I absolutely hate them and never would recommend them to anyone! Don’t waste your money! I talked to their account manager and she didn’t even care! They are zero in customer service!
    Read More
  42. User Score
    1
    December 4th, 2017
    1 people found this review helpful!
    I’m very displeased at how One Protection does not customer know there’s problems with the security system going back to Oct. I was called at work today & told my system was going off, so I went to check on as soon as I could leave work. A policeman had come to check, stating my doors were locked. Upon calling One Protection after work I was told it was THeIR sensor above my front door & that I should PAY THEM to come fix. I feel this is a very corrupt company wanting my monthly payments but they DO NOT take care of the equipment that they install!!!!! Certainly would NOT reccomend their service to anyone! I do not feel protected by this company I pay every month.
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  43. User Score
    0
    November 25th, 2017
    0 people found this review helpful!
    By far the worst company I have ever felt with. They get in you by promising everything is free then they get you with a 2K bill. Have had 4 out of 6 appointment it’s to install units where no one showed up. Management doesn’t care, customer service doesn’t care. Find another provider. Good luck
    Read More
  44. User Score
    1
    November 13th, 2017
    0 people found this review helpful!
    Customer service is terrible. I have been disputing a charge on my account for weeks now. And not a single customer service rep can tell me why I am being charged. They’ve finally settled on the fact that I had to change the spelling of my name on my contract. So that’s my fault???? Their call times are terrible as well. We use this service at my place of work and their call times after an alarm are the worst. Can’t wait until my contract is up with this company.
    Read More
  45. User Score
    1
    October 23rd, 2017 Killeen, TX
    1 people found this review helpful!
    Due to circumstances out of my control I had to cancel one year early and being charged a insanely amount of cancelation fees. Contract was 3 yrs. For 1 yr fee is 500 dollars with a 75 dollar restocking fee.
    Read More
  46. User Score
    0
    October 17th, 2017 Lake Saint Louis, MO
    1 people found this review helpful!
    No integrity. When trying to cancel services we were told different stories by different people. We keep getting charged even though we are cancelled and upon calling again we are getting told yet another story by another person.

    Do no use this company.

    Read More
  47. User Score
    0
    October 9th, 2017 Irvine, CA
    2 people found this review helpful!
    Gott to be the worst company to do business with. After over 2 months of painful struggles just to get our new system to work, we are yanking it out.
    Read More
  48. User Score
    0
    October 2nd, 2017 Dayton, OH
    1 people found this review helpful!
    I have had terrible issues from day one! From multiple workers who were unable to install equipment, to the company not billing properly, to poor customer service at every turn. Whatever you do, DO NOT USE THIS COMPANY!
    Read More
  49. User Score
    1
    September 26th, 2017
    0 people found this review helpful!
    After scheduling an appointment between eight and 12 on Monday for a Tuesday service date I was told that a technician would contact me 45 minutes before coming out. however it is now 1205 on the same day of the service that supposed to been done and still no tech has called. the customer service reps were lacking. told me there was nothing they could do on their end and I’m still waiting for the service tech. if you have any problems with your system….don’t call them
    Read More
  50. User Score
    0
    September 20th, 2017 Powell, TN
    4 people found this review helpful!
    OMG before you try to cancel your policy be sure to have a copy of your original contract in your hand. After going back and forth with them about being charged $750 to cancel, I asked him to read to me the clause on the contract where I owed the full remaining amount. Now on my contract it says[ upon event of default they may] “…declare the balance of 40% of the remaining contract due if canceled. He read “…declare the remaining contract due if canceled..” I stopped him and said how can our copies have different words? Once he realized I actually had the contract in front of him, and that I can read, he claimed to have read it with the “40%…” words in it- a blatant lie. Then, they’ve been telling me I had 27 months left on my five year contract. I counted and found the number should be 17 months, thus the “$750.00 cancellation deal” they were giving me was actually $200 more than the full amount on the remaining contract was. When I called him on this lie, he put me on hold, then came back and said he just found out I was past the terms of my contract and owed nothing. Which also isn’t true but I can’t argue with owing nothing. Point is READ YOUR CONTRACT and check everything they say!
    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
289

Overall Score

Based on ranking criteria
7.3 /10

Protect America

Compared to industry leader
9.0 /10
Our Score
9.0
User Score
7.9
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
2,299

Overall Score

Based on ranking criteria
9.0 /10