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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
    January 23rd, 2017 Lancaster, CA
    4 people found this review helpful!
    I cancelled my service today. I’ve complained several times about my monitoring and nothing has changed. The company has never called to ask if anything is wrong when my alarm has been triggered and I haven’t been able to turn it off in a timely manner. They claim that my equipment is working and can’t explain why they are unaware of my alarm sounding. I can’t trust them. I’d hate to have a break-in and get no response.
    Read More
  2. User Score
    1
    January 20th, 2017
    7 people found this review helpful!
    Cancelling with this company is ridiculous. They hounded me throughout the call and wanted to know every detail as to why I want to cancel and why I don’t know who I am switching with…like a bad break up with an obsessed lover. I would never recommend them to anyone.
    Read More
  3. User Score
    0
    January 19th, 2017 Montgomery, TX
    4 people found this review helpful!
    Avoid at all costs These people were not honest with me. After trying to cancel service due to alarm no longer functioning they sent a technician to disconnect most of my sensors and fix my old alarm panel and was told my old panel would not be adequately monitored and the rsponse time would be slower than normal due to its outdated technology after which they continued to bill for full monitoring
    Read More
  4. User Score
    1
    January 12th, 2017
    3 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
  5. User Score
    3
    January 9th, 2017 Humble, TX
    2 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
  6. User Score
    0
    January 5th, 2017
    2 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
  7. 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
  8. User Score
    2
    December 12th, 2016 Huntersville, NC
    1 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
  9. 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
  10. User Score
    0
    December 5th, 2016 San Diego, CA
    6 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
  11. User Score
    0
    November 30th, 2016 Knoxville, TN
    3 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
  12. User Score
    8
    November 29th, 2016
    4 people found this review helpful!
    My parents had this security system, and I never worried about their sfaety.
    Read More
  13. User Score
    0
    November 25th, 2016 Stoughton, MA
    5 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
  14. 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
  15. 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
  16. User Score
    0
    November 18th, 2016
    5 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
  17. 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
  18. User Score
    2
    November 7th, 2016 Seattle, WA
    3 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
  19. User Score
    0
    November 2nd, 2016
    3 people found this review helpful!
    Stay away
    There are may other good companies.
    Read More
  20. 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
  21. 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
  22. 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
  23. User Score
    0
    October 6th, 2016 Columbus, OH
    1 people found this review helpful!
    Protection 1’s operators on the phone are kind and helpful. But heaven forbid you have to deal with your local office. Our local office installed new equipment which damaged our home. The “service” manger was rude and uncomfortably aggressive. Our home was left unsecured for weeks because of faulty install… The local office’s general manager promised to resolve the situation– including keeping the aggressive service manger away from our account information because we did not feel safe. He did not. Two months later we are still dealing with the backlash from the terrible customer care at the local level. The one star I give for the national office and their efforts to help. But months later there is not a resolution and I have spent countless hours waiting on hold. Speaking with their representatives. We just want our account closed and are hoping the weird manager doesn’t have our private information.
    Read More
  24. User Score
    0
    October 5th, 2016 Minneapolis, MN
    5 people found this review helpful!
    terrible company. System never worked correctly. I couldn’t get anyone to help me because they said my security code was incorrect even tho I was looking right at the contract. I was sent a bill for $750.00 to discontinue my service.
    Read More
  25. User Score
    0
    October 1st, 2016 Palmetto, FL
    2 people found this review helpful!
    This company has horrible business practices. They promise services that they don’t provide. I called Customer service concerning my charges and what I was actually receiving. I even scanned my original documents to them to verify my claims. Customer service said they would have to get with their “supervisor” as they were not able to adjust the payment amount or the services I was receiving and call me back . After waiting patiently for a return call for several weeks, I again called and of course there was no record of my previous call. After explaining and again scanning the information to a CRS, no resolution. So I decided to cancel my service after only 5 months. Another run around! I was given a different phone number from the CRS, she couldn’t process cancellations, she only handled current customer service issues. Really? When calling that number at central standard time, it always rings busy and states no one is available to take the call, please try again later. Only business hours during the week. On the weekend it asks that you call during their normal business hours of M-F 8 to 5 Central standard time. If I stop the automatic draft from my bank, I have to pay a substantial fee. What a sham of a company. I’m going to pay the fee to stop the transaction and see how they react to not being paid for services.
    Read More
  26. User Score
    0
    September 26th, 2016 Houston, TX
    3 people found this review helpful!
    FRAUDULENT BUSINESS PRACTICES

    We cancelled in February after they botched the acquisition of ASG:
    * They changed our account number immediately after promising no changes to account number.
    * They changed the billing address immediately after promising no changes to the billing address (these items are important for automatic draft).
    * They raised the fees immediately after promising no fee increases.
    * They added a fee for paper billing without giving an option for paperless.
    * When I called to complain about the paper fee, they said they would take it off and switch us to free paperless.
    – They did not remove the charges.
    – They added a fee for paperless which was double the fee for paper, and continued to send paper.
    * They call to collect and I tell them they were fired. They say sorry and then they call again a few days later.
    * I sent them a cease and desist order which they ignored.
    * They continue to send bills.
    * They turned over the account to a collection agency to recover fees that were fraudulently billed.
    * Customer service does not read the emails. They guess at the contents and send a knee-jerk reaction.
    * Customer service pretends to not understand anything I am saying when I speak to them in person. I’m a public speaker in English, my native language.

    Read More
  27. User Score
    0
    September 20th, 2016 Killeen, TX
    8 people found this review helpful!
    When we were notified that Protection One had taken over from ASG, I ordered an upgrade to the equipment. We paid an initial $189.00 and had our monthly charges automatically deducted from our account. Today I received notice from Protection One that our account is past due in the amount of $95.45. I sent them a copy of our bank statement showing we are up to date. As a result, I emailed the company and demanded they cancel our account and come to my house to take their equipment. I will not deal with a company that chooses to extort their customers.
    Read More
  28. User Score
    0
    September 19th, 2016 Charlotte, NC
    4 people found this review helpful!
    Received horrible service during recent call on for help. We purchased a home with a Protection 1 keypad and it started going off uncontrollably and we were not able to make it stop. They would not help us to disconnect and (knowing that we did not have the service hooked up) actually stated that we could have been a burglar. The system would not go off if there was an actual burglary because there was no service!! It was obviously an electrical issue, but they refused to help.
    Read More
  29. User Score
    3
    September 14th, 2016 Georgetown, TX
    2 people found this review helpful!
    Their customer service is lazy. I got on chat just to ask a simple question. They told me account management would answer the question, and they gave me the #. I then closed that chat, got on with sales who told me the same thing, but she was nice enough and went out of her way to give me the answer any way.. It took all of 5 min.

    This page states 36 months for a contract. I was told mine was 4. I am considering another company.

    Read More
  30. User Score
    2
    September 13th, 2016 Harlingen, TX
    2 people found this review helpful!
    I wish I had called another company, initially the sales person was nice, after signing the contract and needed help In getting a remote control, I called 2 times including the main office.
    So far I am still waiting it has been 2 weeks.

    Terrible service.

    Read More
  31. User Score
    4
    September 13th, 2016 Bunnlevel, NC
    1 people found this review helpful!
    We have been covered by this company since 1995! It started out with a different name then went to Protection One. We purchased the system in 1995 for close to $4000.00 yes that is FOUR THOUSAND DOLLARS. By purchasing the system our monitoring fee was less than $13.00 a month…. that is until Protection One purchased the company. We had our system updated to the tune of another $1,500.00 +/- a few dollars and guess what? we now pay $32.30 per month! We can’t say we have had any problems with them; putting this down in print makes me feel like a real sucker! Yes we are looking for a new system. One big problem we have is that all doors in this house are like windows, if someone breaks the glass and walks through NO ALARM unless the Motion Sensor picks them up???? I think people forget that when they attach the sensors on the windows and doors they only work if the connection is broken Not if the glass is broken/cut/removed and the crook climbs on in!
    Read More
  32. User Score
    1
    August 26th, 2016 Milwaukee, WI
    5 people found this review helpful!
    Protection1 is charging too much monthly, and their 30 cancellation notice effectively means that you must pay the full monthly for one month past the time that the cancellation is made. This is emblematic of the degree to which the company cares, in the end, to claw every single possible penny from customers even at the expense of frustrating them. They have left a very bad taste behind them.
    Read More
  33. User Score
    1
    August 16th, 2016 Los Angeles, CA
    7 people found this review helpful!
    My elderly aunt finally confessed to us that she had not been using her alarm service for the past year or longer, and she was frustrated because her bill kept getting increased. It took at least 4 phone calls to determine that what the company thought she had (and what she was paying for) was nowhere near the single motion detector that is the only thing still working. The service protection plan my aunt has been paying for over the past 20 years evidently did not cover continued service once the equipment was obsolete. The technician who looked at her system a few years ago evidently told her he couldn’t do anything because there were no parts to replace the non-functioning equipment. Evidently, that is the end of his responsibility and it was ok for her to continue to pay for a service she could not use…for at least 2 or 3 years! They keep reassuring us that she was also paying for the technician visits…but what is the point of a ‘free or prepaid’ visit to tell her there is no way to repair her equipment because it is obsolete?

    We have had conversations with multiple representatives, some of whom have promised to have someone call us, but that evidently is not something they do as we have never had a call. They graciously agreed to lower her monthly rate…and attempted to explain why the most recent bill included both an increase and a credit for the mistake in charges…but in order for her to get a working system…she will have to sign up for a 42-month contract. To our point of view, they have been charging her for a service they have not provided…for years!

    We received a quote for a new system that would have all of the bells and whistles but our objection to the long contract (for an elderly woman) is that the contract would not continue if she was transferred to a nursing home or passes away. But we can’t get that in writing.

    We REALLY wanted to work with this company since my aunt liked them but feel that she is not being rewarded for her loyalty, her lack of false alarms and her prompt payment, so we asked for the service to be discontinued. That, evidently requires 30 days notice. We asked for our final bill…and received a quote for a higher amount than we were quoted for the service that was supposed to go a month longer!

    Definitely a frustrating company to deal with…and in answer to our assertion that other alarm companies such as ADT don’t require such a long commitment from a NEW customer, let alone one who had been loyal for decades…we were told they were merging.

    Read More
  34. User Score
    0
    August 15th, 2016 Voorhees, NJ
    3 people found this review helpful!
    Call this company to install new system. Waited 2 weeks for install. Installer arrived with incorrect equipment. Was told what we order would be more$$$. Waited 1week and again was told it would cost still extra$$$. We thought about it and cancelled that day. Was told no charges would appear on credit card. But of course there was. So now after 4 weeks calling every week we still haven’t received our credit to our credit card. A new story every time I call.
    Read More
  35. User Score
    3
    August 14th, 2016 Dayton, OH
    2 people found this review helpful!
    up to 1 week for service response
    Read More
  36. User Score
    0
    August 8th, 2016 Omaha, NE
    6 people found this review helpful!
    Totally dissatisfied and disappointed in Protection 1 service. Placed a service call on 8/4 and they scheduled an appointment for 8/12. And that is after spending over 3 hours on the phone (numerous calls) to explain the situation and get the issue moved to an ‘urgent’ status.
    Read More
  37. User Score
    0
    August 6th, 2016 West Branch, MI
    7 people found this review helpful!
    We sold one of our facilities and tried to cancel Protection 1 service for this home and were told that we had to continue paying until our contract ran out. This was a group home and we only had Protection 1 to service our fire alarm systems. When I tried to cancel the service at this facility, I was given the run around. I must have talked to 6 people or more before being asked to fill out a cancelation form and to e-mail it back to them I was told that this would take care of getting billed for this facility.

    I thought this would take care of the billing problem. However, they continued to bill me for this facility and I kept subtracting the amount for this facility, as I was told to do, from their invoice and calling them to get it taken care of. They turned me into a collection company. I called them several more times before I was put in touch with someone who supposedly knew what the heck they were doing, and was told that I must continue paying on this facility until our contract was up. This is the first time that anyone mentioned to me that this was in my contract.

    Now if you have seen their contracts (about 20 pages long) you would realize why I missed this part. I was never told by their salesman when I signed up with them, that if I chose to cancel their service at any one of my facilities, that I would continue to be billed for that facility.

    As far as their service goes, I have no complaints. They have always responded immediately to any problems we may be having with our fire alarm systems in our group homes.

    As far as their Customer Service goes, I was passed around so many times from one department to another that I felt that the left hand does not know what the right hand is doing. They need to take a serious look at how their Customer Service Department is handling customer’s problems. I was continuously put on hold waiting for someone who knew something to come on the line and talk to me. Only even they didn’t know what they were talking about. What a run-around I got from them.

    We had to sign a 5 year contract with Protection 1 when we first hired them to service our fire alarm systems and there is about 2 and 1/2 years left on our contract. I won’t be renewing my contract with them due to being made to finish paying on a facility that we do not own any more. Had their salesman been up front with me about being tied into paying even when a facility was sold, I would not have used their services because who knows what may happen in 5 years down the road.

    Read More
  38. User Score
    0
    August 5th, 2016 Chicago, IL
    5 people found this review helpful!
    8 months of issues, three system instead later and they are not following through on refunds. I simply requested I be refunded for 8 months of service because I didn’t have a fully operating system during this time. We had people out to our home over 10 times and that alone is just crazy. Now they tried to tell me they credited us 3 months and that will show as a $5 discount monthly LOL so I guess I am in the business of giving no interest loans to protectionOne with a 3 yr payment plan, what a joke! We have everything and that includes all the wireless devices and so on, which have never worked correctl. The entire point of this system was convenience because we go back and forth between MN and WA, but it’s been a total nightmare. I have had to chase to get anything done and now today is the 3rd time they have not followed through after a call, which again they swore they would. I want the system out, wall damage repaired and a full refund! Worst customer care experience we have ever had, it’s clear that their actions are part of a corporate play book on how to not give refunds to clients, that their goal is to give the client in our situation the run around in the hope we just give up…..well not likely! Filing complaints with the BBB and calling the attorney general’s office. Stay far far away from this company if you plan on have a extensive system and are away from home a great deal. It’s obvious to me that most people assume everything is working great because they are never away for extended periods and therefore never truly use the system, because if they did they would see the issues stem from internal issues via coding and cheap equipment that overheats.
    Read More
  39. User Score
    0
    August 5th, 2016 Cary, NC
    7 people found this review helpful!
    I had trouble with the system for the 3 years I was in the contract with them. I had techs come out lots of times to check the system, had 2 cameras replaced twice, and all it would record was lightening and bugs. The last time the tech was out to reset the cameras through our router, he was there 4 hours and I ended up having to reset the recording settings for the cameras. Then Protection 1 wanted to charge me $25.00 for the service call that I had to work myself. then I called within my 30 days to cancel the service and what do they do, send me a bill for $720.00 for another 3 yr. contract because I had cancelled. Of course, they did fix that “clerical error”. I do not recommend this security system to anyone.
    Read More
  40. User Score
    0
    August 1st, 2016 Stone Mountain, GA
    4 people found this review helpful!
    My plastic cover broke that covers the key pad. I asked for a new one to be sent to my home, ADT said NO a QUALIFIED INSTALLER had to come and install and with a high service fee.It happened once before and they sent it to me,
    Read More
  41. User Score
    0
    July 29th, 2016 Plano, TX
    9 people found this review helpful!
    Our security system was sold by the previous company to Protection 1 many years ago. We went to cancel our service today and learned that our alternative telephone contacts were all 29 telephone extensions of the Dallas Zoo. Wonder how may other folks have the same problem. P1 even had the wrong contract number on the alternative phone contacts. Nice work for a security company. Wonder if their client information is secure. We cancelled our contract today and service ended. They still want us to pay for August and not provide any service. It will be a cold day in a Texas August before I do pay.
    Read More
  42. User Score
    1
    July 25th, 2016 Matthews, NC
    6 people found this review helpful!
    Set up appointment for service, took 1/2 day off work, no service man showed up. Called for service again, got appointment, took 1/2 day off work, serviceman called 20 minutes before deadline and said he was 1 hour away.

    I have canceled my service, take my advice and RUN QUICKLY FROM THIS COMPANY

    Read More
  43. User Score
    4
    July 18th, 2016 Louisville, KY
    6 people found this review helpful!
    They did not get back with me about going wireless with updated equipment cameras and video doorbell.
    Read More
  44. User Score
    9
    July 16th, 2016 Atlanta, GA
    5 people found this review helpful!
    Best customer service out there. Great system and easy to install and use. .they deliver what they say.
    Read More
  45. User Score
    10
    July 13th, 2016 Norcross, GA
    3 people found this review helpful!
    Great company I have been with them 9 years and I have gotten great service!
    Read More
  46. User Score
    5
    July 13th, 2016 Valparaiso, IN
    9 people found this review helpful!
    At first I was very happy with my service. I had a few minor issues, but they were quick to resolve them. After a few months I recommended a family member for P1 and that is when the issues started to get worse.

    My family member did not receive all the promised items and they were very slow to resolve the issue citing they needed to come back out to program the item which resulted in a $25 travel fee.

    My issues included poor radio reception with my main unit. I was told this was common and as such they would fix for free to make sure their product worked as promised. After the technician failed to show within the 4 hour window, I began to become upset. Once the tech arrived he was rude stating the radio reception was not his area of work; however, he was able to program the system.

    The second issue was that my (2) motion sensors were way too sensitive and I was unable to use them when my dogs were not locked up. I purchased this system because they advertised that their system allows animals up to 80 lbs to roam freely. The tech argued with my wife over the weight of our two dogs (55 and 60 lbs) stating they were well over the 80 lb limit.

    Once a happy customer, I am now very unhappy and only 7 months into my 36 month contract. I should have done more research on this company prior to signing up. I feel terrible that my family member is also locked into this contract.

    Each trip to your residence regardless if you are within warranty costs you $25.

    Read More
  47. User Score
    1
    July 12th, 2016 Rochester, NY
    10 people found this review helpful!
    These guys are the worst. I was moving after my 2 year contract was up and called to tell them I was moving and wanted to cancel my service but they refused to cancel my service until I sent a written request to an address in Kansas. When I called the customer service line to request a service cancellation they instead extended my contract for 2 more years!

    I called 5 times to resolve it and every customer service rep acted like they had no idea what to do. I told them yet again that I was moving and they kept billing me. I told them I was not paying the bill after I told them (and sent the letter to Kansas) to cancel the service. So what did they do? Turn me over to a collection agency!

    Unbelievable incompetence. Try ADT or Frontpoint Security. They are both much, much better than Protection One. I can’t believe that they are even still in business.

    Read More
  48. User Score
    0
    July 5th, 2016 Hampton, VA
    12 people found this review helpful!
    I feel that your service is awful! One of your technician is very lazy and find excuse instead of doing his job. It’s been a month and I wish I never chose you guys and your manager lost my paid in full check. And now I’m getting a bill! Really!
    Read More
  49. User Score
    10
    July 3rd, 2016 Valparaiso, IN
    3 people found this review helpful!
    Great customer service. Just had system installed at my elderly dad’s house. I can see what is going on and lock the door if he leaves it unlocked. I saw one of the “bad” things about the system is that it requires a landline. That is no longer true. My sister has been with Protection 1 for over 20 years. Their response time is incredible. I highly recommend this company.
    Read More
  50. User Score
    0
    June 28th, 2016 Hawthorne, CA
    17 people found this review helpful!
    These people are the worst. I was paying over $55.00/month to monitor the alarm system at my business. When I found out that I could get the same service for $10.00 per month I called them. They told me they would have a sales rep call me back, but no one ever called.
    I decided to cancel and then sent them a cancellation letter. Apparently that got their attention because someone did call me back-TO ARGUE WITH ME!
    Eventually they offered about $23.00 per month for the same thing. I decided to cancel and they just ignored me, still sending invoices at the $55.00 rate.
    Now they say I owe them for a full year, See you in court, Protection 1!
    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