Protection 1Reviews of protection1.com

I always try to be fair in my reviews. I will start off by saying that their customer service are polite and courteous when dealing with them, their Alarm app that they use is user friendly and convenient as I have other features like door locks added to system. Due to my "job" ( and Ill explain where this becomes amusing) I had Protection one (now ADT) come out and install a security system with a fire fighter module that picks up the detectors sounding and sends a signal to the alarm company ( EXTRA COST FOR THIS SERVICE) . I recently changed my Smoke/Carbon detectors because they were old. I replaced the detectors and called to let them know I would be testing the system. They stayed on the line while I tested the system and to my surprise they never got the signal. Their module picks up the signal but it never notified the panel and the alarm company never seen the signal. So I ask for a service call and took the day off. (If I do not work I don't get paid on my second job). They never showed. I called back and nothing came of it. I was at that point contemplating cancelling their service but again didnt because I was under contract and honestly the hrs I work I put it on the back burner besides there is usually someone home during the winter months. So to this point I am paying for a service that does not work. So today I get a letter stating that my contract is coming up and they will be raising my rate $1.40 for "exceptional service" yup that's what it said. Well I lost my mind. I called them up and explained my frustrations and told the customer service rep that I could care less if it was 5 cents.. it was the principle and I am seriously thinking of just cancelling the service. They rep was extremely polite but decided to feed me a line of crap which I let him get it all out then called his bluff. I am not sure if his supervisor told him to tell me this or he decided to run with this on his own.. but here it is.. He tells me that the service call from before was never put on the board. It showed the date but never placed on the "service board" and this is why they never came out. He then says while I had you on hold I looked into this and we have seen this issue before. A lot of times its the home owners smoke detectors and the wiring is not correct or up to date. We ask you to have a licensed electrician to come out and verify that all the wiring is correct before we come out. So trying to not lose my cool I asked please explain to me if my detectors worked before and the wiring was never touched as they are simple plug and play and they are the exact same detectors further your "firefighter detectors" pick up sound only (no wiring from detector to the fire module which is theirs and runs on radio signal) please tell me why I need to pay an electrician at $60+ an hr to come out when your detector lights up when the smoke detectors sound but the signal doesn't reach the panel and the alarm company doesn't get the signal? He asked me to hold.. he came back and said sir I looked into it some more and it may be your detectors and "BECAUSE OF THE STRICT FIRE CODE LAWS IN MASSACHUSETTS MY FEAR IS WE MAY HAVE TO TAKE THE MODULE OUT AND NOT BE ABLE TO REPLACE THEM" So I asked oh really?? Can you tell me more about this law?? here is the amusing part. I have been a professional fire fighter for 20+ years and am a certified Arson investigator and well as a Fire inspector. I am the one who goes to the homes and test them and I advise home owners of the LAW 527 CMR!!! Then I politely told him about the law and the specific section of the law that relates to the smoke detectors. SILENCE ....I did let him off the hook and just moved forward to fix the issues rather than unleashing on him.. I felt ripping him a new one even though I was that mad wouldn't solve much... now to the average home owner based on this representative would be on the hook for lost time and money for hiring a electrician and a tech not wanting to deal with the issue telling the home owner it was their issue .. charging them based on that or the tech just taking the fire fighter modules out thus leaving the home less safe. So many would just cancel. Like I said I want to leave a fair review. I have decided for the time being not to cancel because 1) my contract is not up 2) they decided to not to raise my rate (smart decision on their behalf) 3) I am used to the service including its quirks, 4) They have assured me there will be a tech at my door on a specific date to fix the issues and 5) unfortunately there isn't much competition I currently know of that has the services they have. There probably is I just for the moment don't have the time to have this whole service ripped out and a different one installed only to find a different kind of problem. When spring comes maybe I will change this and be able to find a better service. One other point. My son has set the alarm off coming home from school early. They are not consistent with coming on line to ask if everything is ok or notifying you via phone.. sometimes they don't even come online through panel. Others its 10-15 minutes after... a lot can happen in 10 minutes. This was something I also brought the their attention when I first called for last appointment and was told it had to do with merger and it was being addressed. Cant say if this has in fact been addressed or not as I have not set the alarm off by accident in some time.

The sales rep and the technician told me I would need completely different things. The sales rep also told me installation would take 2 hours, but it took 5, which created problems with appointments I had scheduled during the day. The technician told me things about the ap and the warranty that differed from what a customer service rep told me on the phone when I later called with questions. Due to damage during installation, I had to have an electrician make repairs, which Protection1 said they would pay for. It has been 3 and a half weeks since I submitted my receipt and I have not gotten confirmation that my refund is being sent. This is absolutely unacceptable.

Since I signed up I've had a bad experience, my system came two days late when I paid for same day shipping. I bought the package and the sensors sticky tapes were all dried out. And my motion sensor was broken, they couldn't get it fixed so the representative just by passed it so our system would have the green light. I was transferred to another line to get a new one and they tried to CHARGE me to order a new one. When the one they sent me was already broken to begin with! I was then transferred to another person who said that it was working and then cut the line. Two days later the sensor is completely broken, I tried changing the batteries making sure the backing was on snug. And it still doesn't work, I've tired calling and they just transfer me to another representative, until I just get frustrated and hang up. And now I'm stuck with this company for three years, with broken products, and no one to fix it or give me ones that actually work. Worst company ever.

Not a good experience at all other than the person who installed the system. Billing issues from day one and every time I call customer service I am spoken to in a demeaning manor. Will not recommend to anyone because of this experience.

I was told I was dealing with ADT then it went down hill from there. I was told one thing to get me to buy into it once I was signed up I was told several different stories. If I knew what I know now I would have never signed up.

Sales person never bothered to visit home before installation was scheduled. They messed up the work order and wrong equipment was used. Have reached out to sales person multiple times and issue has still not been corrected. Also still have not received yard signs or window decals to post. Technician was very nice and courteous. Both him and sales person reassured us that our 10 lb cat would not be a problem for the motion sensor. Of course on our next trip across the country, the alarm was set off by the cat. Customer rep who reached out to us was also very friendly. She stated it was most definitely the cat and that he will continue to set off the alarm. We now have to set the alarm with no motion sensor and have half a functioning alarm system.

Protection 1 Thanks again the installer that came to my home was very knowledgeable of the system. Again thank you S.M. Jones

We changed our way of auto drafting in July 2016 and notified Protection One of the change. Well since August 3, 2016, we have been communicating with Protection One since and here it is October 25th. Still as of last night, after speaking with 10 customer service representatives, and a supervisor, and still have not gotten anything correct about the new information given. Name of account was incorrect. Account numbers were incorrect. After several, several, attempts your department still has not gotten it ANYTHING CORRECT!!! I have ID numbers of all representatives spoken with since July through to last night. Protection One feel free to contact us in your insufficient billing.