Pippi L.
I would give this zero stars if I could
Our fire alarm installed by Protection 1 had gone off. There was no smoke in the house, the stove and oven were off, there was nothing to my knowledge to set it off. The wall alarm installed by Protection 1 had gone off almost immediately after, due to the fire alarm going off. The company called and kept telling us to hit the disarm button on the wall alarm and put in the password. We did. It would stop for a few seconds, then go off again, even though it read it was disarmed. The fire alarm continued to go off, the disarm did nothing to prevent that. They repeatedly told us to do it again and again and again, with obviously, the same results each time. I had called from another phone to speak with someone else. She told me the same thing the other dispatcher was telling us to do, and of course, it did not work. I was told if I wanted a technician to come out, it would cost $190 per half hour since it was a weekend. I asked to speak with a manager. I was put on the phone with "R". "R" knew as much as the dispatcher. She told me to do the disarm again and again and again. She then told me no one could come out unless I paid the $190 for the "emergency service". She told me to unscrew the back up battery thing from the outlet. I did eventually get that out of the wall. She told me to unscrew the wall alarm, but she did not know if it had a screw or not, a technician would need to come out to see that if I did not do it myself, but I would still have to pay $190. I asked her if this happens to other people, and she said YES it does. This is not a one time thing. I was never able to unscrew the wall alarm, I could not find a screwdriver small enough for the screw they had put in. I accidentally hung up on "R", but I was clearly getting no help anyways. The wall alarm had shut down after about half an hour, I don't know if the battery finally ran out without the back up in the outlet or what, but it stopped. The fire alarm kept going off, however. It is on the ceiling, where I can not reach. There was a button to silence it, which I could reach by holding a broom up to it, but I had to keep doing that every few minutes, or it would go off again. I called back, asking to speak with a different supervisor other than "R". One was found, I did not catch her name. She was not rude, but she still did not give me options other than "get a ladder" or "pay the fee" for the technician to come out. I told her I did not want to stand in the middle of the hallway holding a broom to the ceiling to quiet the alarm all weekend (it was SATURDAY) until someone could come out on Monday, and I was not going to pay $190/half hour for something that is the fault of the company and something that they should be handling. I asked if they had any type of plan in place for this thing, and she said no other than charging their customers for "emergency services" on the weekends. The company refused to help me without charging me, and they refused to cancel our service as it was a weekend. This happens to other people, I am not the first person this has happened to, yet they have no plan in place for this thing other than charging their customers to have a technician come out on the weekend for what they call an "emergency". This is the biggest problem so far. I have had problems in the past, such as the sensors falling off of doors and windows, causing the alarm to go off until the system was disabled, which we were charged for them to come and put them back up as well, even though they used a weak adhesive to put them on in the first place.