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Protection 1

Similar to: Vivint

Our Score
6.9
User Score
3.9

Visit Site

Our Score
6.9
User Score
3.9
Rank this Company

Ratings Breakdown

Price

DIY Monthly Price
$34.99-54.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Time in Business

Total # of years
1988

A+

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
203

Number of Reviews

User reviews here on BHSC
188

This Review is maintained by Chase Sagum

Review Last Updated: January 10, 2017

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 smart phone. 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 through 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 is 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 everyones 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 purchase 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

8.1
$34.99-49.99
$99

#2

8.6
$43.49
$35

#3

7.0
$14.99
$229.96

#8
protection11-130x130

3.9
$34.99-54.99
$0

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188 Protection 1 Reviews

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  1. User Score
    1
    January 12th, 2017
    1 people found this review helpful!
    Highly disappointed. I’ve referred many people to protection 1 from working in an apartment complex, and I will never refer this company again. They added costs to our bill 5 months after it was installed “stating a tech came out twice to install another part when the tech only came once and we never added anything to our service.”.We were never informed this was added to our bill, we never received a phone call, email and it was never added to any of our statements. I received one call 2 days ago which is 5 months after our installment…protection 1 collections service stated we owed them money. I have the full contract and dates, nothing matches what they are saying. One of the representatives I spoke to yelled at me and was talking over me and would not let me speak. Never again. I am now changing companies and pulling them from our offices.
    Also after speaking to 4 different representatives, each of them stated different items: products that were added to our bill, nothing they said was consistent.
    Read More
  2. User Score
    3
    January 9th, 2017 Humble, TX
    1 people found this review helpful!
    We switched to the newer version that uses cellular technology and ties into the mobile application. After the switch, we noticed that they do not call when we trip the alarm every time. Although it is rare, we occasionally open the back door without disarming the alarm. With the old system, they called almost before I could get to the panel and disable the alarm (which I liked; I’d rather they call more than necessary than not call that one time we need them to).
    With the new system, they don’t call if the alarm is disarmed soon after going off. Even if we don’t disarm the alarm, the alarm has to be sounding for almost five minutes before they call. That is not good if someone breaks into the house. 5 minutes to a burglar is A LOT of time.
    The mobile app is spotty. It will occasionally go for days without showing a single arm/disarm event. then suddenly, I have 40 unread events in the app. The mobile app also lets you arm it in away mode, but unless an entry door is opened after arming, it defaults to stay mode. The system should know that if it is armed in away mode by the app (IE-no one is home), to go to away mode even if an entry door is not opened.
    Read More
  3. User Score
    0
    January 5th, 2017
    0 people found this review helpful!
    Very Very dissatisfied with this security!! I got in my car the other day and tried to arm my alarm and it told me I needed to change my password. Of course if could not be a simple one and I did not have time to do this, I had to leave my home then and unfortunately had to leave my home unarmed. This was upsetting, I have had break-ins in my neighborhood.

    Another incident occurred on a Monday I was trying to log into my esecure account and it would not let me log in. I called Protection 1 and they told me this was a technical issue and she would send them a note and they would call me back. It’s now Thursday and I have yet to hear from them!!!!! I will not renew my contract with them!!

    Read More
  4. User Score
    0
    December 13th, 2016 Houston, TX
    1 people found this review helpful!
    Vendor does not bill you the full amount owed, thus they will carry a “past-due” amount forward without making any effort to resolve.
    Cancellation is made difficult and they give confusing answers regarding the costs for cancellation.
    Read More
  5. User Score
    2
    December 12th, 2016 Huntersville, NC
    0 people found this review helpful!
    I totally agree. I also received Awful customer service. I requested to speak with a manager and was connected with a lady name Assure or Assurance. I was told that I have to pay for a service call to determine why my alarm service was offline. On top of that I was told by Assurance that they could not give me any idea of what the fee would be until the service is completed. Only an idiot would agree to that.. Assurance came on the phone with one goal in mind, to put me in my place for daring to request to speak with a manager. She was going to shut me down. Assurance spoke over me the entire time. I did speak with Sophia who provided excellent customer serivce.
    Read More
  6. User Score
    10
    December 6th, 2016
    2 people found this review helpful!
    Protection 1 has outstanding customer service that shames all other security companies customer service. They recently have done so we they were able to absorb ADT. Now Protection 1 will be the world’s largest Security company with the best customer service operating under the Protection One standard.

    Also their basic package does not require a landline. They offer a wireless package that uses cellular communication via cell towers. The basic $34.99 kit then leaves the option for adding features such as remote arm/disarm, and home automation.

    Secure move also offers a credit to help pay for any additional equipment/monthly amount.

    With over 2 million customers by itself without the aid of flashy tv and radio advertising. It’s a company that operates on a national level, with service and familiarity of a local company.

    Read More
  7. User Score
    0
    December 5th, 2016 San Diego, CA
    3 people found this review helpful!
    Horrible customer service. It took forever to get them to cancel our account. I requested the service canceled over a month ago. The equipment was picked up and we continue to get calls at all hours of the day telling us the alarm is on! I keep telling them the equipment is not even on site and they keep calling. THE WORST EVER!!!!!
    Read More
  8. User Score
    0
    November 30th, 2016 Knoxville, TN
    1 people found this review helpful!
    Stay away from this company.!! billed me over $ 6000.00 after they stopped monitoring system.No automated phone system my a$$. Just try to talk to someone via phone,same with email. I my 73 years of dealing with literally hundreds of vendors,I’ve never experienced a company this unethical and unconcerned..
    Read More
  9. User Score
    8
    November 29th, 2016
    3 people found this review helpful!
    My parents had this security system, and I never worried about their sfaety.
    Read More
  10. User Score
    0
    November 25th, 2016 Stoughton, MA
    3 people found this review helpful!
    Poor customer service led to cancellation of service. Promised made were not kept. Dishonest company! I am amazed that they are still in business.
    Read More
  11. User Score
    0
    November 22nd, 2016 Dallas, TX
    4 people found this review helpful!
    alarm went off and they never called me I called them; come to find out they wasn’t getting a signal but was taking my monies every month. I’ve been with this company for a long time only because they brought out the company that was the original alarm company for the new homes some years away. I really just start noticing all the no calls and no signal connection in the last two years; yes they sent they sent out a battery, then they sent out a Tech; come to find out the battery they sent me was wrong. I have no assures in this company at all; for my neighbor to have to call me to tell me my alarm is going off and me to call a company I’m paying to monitor my safety is crazy. after all this time today is the day I start looking for a new company with a better track record.
    Read More
  12. User Score
    0
    November 22nd, 2016 Hackettstown, NJ
    6 people found this review helpful!
    TERRIBLE CUSTOMER SERVICE NOT RECOMMENDABLE! I WAS A CUSTOMER FOR 40 YEARS AND THEY TREATED ME SO HORRIBLY! CUSTOMERS BEWARE! INQUIRE WITHIN FOR DETAILS!
    Read More
  13. User Score
    0
    November 18th, 2016 Homestead, FL
    3 people found this review helpful!
    The worst company ever. Customer service people are very rude. Company wants you to keep paying even the alarm is not working. Stay away from this company.
    Read More
  14. User Score
    0
    November 18th, 2016
    2 people found this review helpful!
    I sent this msg to Protection 1 FB page earlier, PKEASE READ BEFORE CHOOSING A SECURITY SYSTEM/COMPANY:
    My elderly parents (in their 80,s) received a cancellation bill from your company for nearly $800. My father had just had a stroke and my mother has dimensia so I’m trying to figure this out. Dad had checked with another security company that was going to be 1/2 the price and was go into cancel until he was told he would have to pay the cancellation fee but it appears his system was cut off anyways without notice and the bill was sent! I called and talked to Elizabeth and she said she would wave the cancellation fee and get the service turned back on and get the rates down for use but couldn’t adjust the rates until she had someone come out to check the system. I had that done and she was supposed to call me back the following Monday…..on Wednesday she called and offered to lower the rate $5 a month from $48.95 to $44.95, is that $5? That was not the impression she had given me as to the rate reduction when we spoke before so I felt like she was trying to take me for the same ride y’all have taken my parents on. THEN when I told her that was hardly the rate reduction I was looking for she offered a rate of $39.95 a month WITH a new 5 year contract! REALLY?!?! Come to find out my parents have been paying for a bunch of crap they don’t even have access to concidering they don’t have Internet or a smart phone! I feel like y’all are predators of the elderly. I plan to go far and wide with the way my elderly parents have been taken advantage of by your company or ADT which ever name you choose to use today. This has been a most sickening experience and you have trained all your people well to just give enough information to screw your customers the hardest. Social media can be a very powerful tool these days but it looks like your ratings are already pretty dang low. What kind of customer service do you have? What a disappointment you are!!!!
    Read More
  15. User Score
    1
    November 12th, 2016 Tempe, AZ
    1 people found this review helpful!
    Smoke alarm went off due to cooking. They never used the two way voice for the monitor and never called any of the back up numbers. They did call my cell phone but it was turned off when I am home. They never called the home phone or my other back up numbers. The fire department showed up which would not have happened had they called the back up numbers. If the contract were not so long, I would cancel.
    Read More
  16. User Score
    2
    November 7th, 2016 Seattle, WA
    2 people found this review helpful!
    They failed to actively monitor, for months, a condo my Elderly Mother was living in. When we notified them of termination, they kept harassing her for money.
    Read More
  17. User Score
    0
    November 2nd, 2016
    2 people found this review helpful!
    Stay away
    There are may other good companies.
    Read More
  18. User Score
    1
    October 30th, 2016 Redmond, WA
    3 people found this review helpful!
    Occasionally you can receive such poor customer service that you are angry enough to write a review and every so often been abused so badly that you file a consumer protection complaint.
    I have been a Protection one customer since 1989. They started out great guns and had excellent customer service. I was an excellent referral base and I currently know of 20 people that I refereed to Protection one that still have their systems. :Life was good.
    The system currently in my home has less features on the ones 10 years ago and the technicians are not much better. I had a faulty sensor and had a technician come and repair it. and another false alarm was my reward along with a $500 ticket. The tech came back out and I got another false alarm ticket. I complained and yet another tech came out and complained about the shoddy work of the first one. Well thank you.. I had 2 citations based on his work I was well aware. What was Protection ones customer solution? NOTHING.
    I came home from being gone for an extended period and I learned my alarm had been disconnected. It appears that a payment for $200 was over looked and they disconnected my alarm which rendered my house phones inoperable. A pyment was made immediately. I was informed that a payment went to pay the service current through October 17th 2016 and the other $100 would be used for an early termination? Seems my deceased wife signed a contract in 2008 for 3 years and it renews each year. Since Protection one does not charge the same amount now as they did in 2008 and my S/O is no longer living one could say that they have a problem. I informed them to keep the $100 I will ask the Wa state Atty Generals office to return it to me. I believe they should also enforce a clause based on all the complaints I have seen that this automatic renewal should either be banned or the signer should have an extra box to initial to make it crystal clear. This seems to be a deceptive practice.
    I believe you will see this change within the next couple of years. How do you let someone into your home to protect you when they are trying to cheat you.GOODBYE PROTECTION ONE. I think your greed is a little sickening and I wont be needing to turn back on my alarm.
    WE ARE PROTECTION ONE WHERE THE CUSTOMER IS NEVER RIGHT.. WE DON’T CARE WE DON’T HAVE TO.
    Read More
  19. User Score
    10
    October 29th, 2016 Boston, MA
    3 people found this review helpful!
    I had this system installed about 3-4 months ago. The sales person was great, he even called me the next day to verify that I was satisfied with the installation customer service as well as the installation itself. So far the system and equipment have been working great. The sales guy also called me a month later to verify that I was happy with the system. The system & installation were free of charge. I pay $54.99 a month.
    Read More
  20. User Score
    0
    October 25th, 2016 Milwaukee, WI
    8 people found this review helpful!
    Horrible service. Needed to change radio from 2G to 4G. Was supposed to take 15 minutes. Instead, it took three people and all day, and then they messed up some wiring so that one of the windows shows open. Two appointments (had to wait for over a week for each one) and still no resolution. Still cannot use system.
    Read More

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Our Score
6.9
User Score
3.9
Rank this Company

Ratings Breakdown

Price

DIY Monthly Price
$34.99-54.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Time in Business

Total # of years
1988

A+

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
203

Number of Reviews

User reviews here on BHSC
188
Our Score
8.0
User Score
8.1
Rank this Company

Ratings Breakdown

Price

Monthly Price
$34.99-49.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
12-36

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
2007

A+

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
307