Protection 1 Security Solutions

I been a customer for 13 years, I am happy to have just cancelled a planned upgrade. The customer service in the Pleasanton office is horrible. I would never recommend this company for anything. Later I will write a complete review, when I have a little more time
I just signed up with Bay Alarm. The sales representative Miguel is excellent. Please take a look at their reviews

On 2÷25÷16 I received an email asking me to rate the service call that I just had. Mind you there was no service call. I emailed the company and the told me that it was for my annual fire inspection for February and that it had been changed to March. Jeez. Really? No phone call, no email or any kind of communication. How do you run a business emailing your client asking for a review when no one even came out? I should have Unilocaled each one of their MONSTER mistakes when I brought them on two years ago. That’s ok… I will from now on.

I’ve been a Protection One Customer for eighteen (18) years. Bills were paid for the monitoring and PO’s service was excellent… UNTIL…I asked to end my association with Protection One.
I called customer service on Feb.19, 2016 at 10:27 am to END my alarm service. The representative wasn’t able to comply with my wish and referred me to an account specialist.
Apparently they were in some JETHRO BODINE (a) double knot spy meeting that morning but someone would return my call in the afternoon. Six (6) hours passed, I decided to call once again. This time the representative stated that the account services team was gone for the day and that they would return on Monday 2÷22÷16.
Meanwhile, I had a new ATT alarm system installed and had the technician disconnect the Protection One System. Protection One was aware of my change and requested suspension of monitoring.
Monday arrives and my opportunity to end my relationship with Protection One is here !
After a fifteen (15) minute wait, I am FINALLY connected to an account specialist (Michael).
I kindly explain to him my desire to end my relationship with them because I was saving $ 200 monthly with a combined ATT service pack (cellular, internet, TV and alarm).
***NOTE…I will refer any Protection One representative as «DICK»
DICK’s response to me was «what’s gonna happen when this promotion ends?»…According to my JETHRO BODINE 7^th Grade education…200×24 = $ 4800 savings. Cha-​Ching !
Dick’s rebuttal: In classic Ricky Ricardo (b) form… LUCY ! you got some espppplaing to do.
DICK read off a dissertation on the problems related to DIVORCING DICK’s company
— Contract was automatically renewed on 1÷24÷16
— They need 30 days notice to disconnect service
— My Homeowner’s Insurance company will no longer give a discount w/​o an alarm
On and on he tried to keep me as a customer… My response… Yada, Yada, Yada.
Finally he stated that I would need to send an email or fax with my name, address of service and an explanation on why I would like to end our agreement. Plus my signature. DAMN… I was waiting on DICK to say he needed my MOTHER’s signature.
Somewhere along in my conversation with DICK, I stated that I would cancel my Mothers’ alarm service and speak to my siblings regarding Divorcing DiCK’s company.
But DAMN… I have to pay alimony for the next 30 days to DICK’s company.
I did send a permission slip with my MOM’s (kf) signature.
GOOD RIDDANCE !
(a) Jethro Bodine (BEVERLY HILLBILLIES)
(b) Ricky Ricardo (I LOVE LUCY)

These guys are crooks. I had a
system in an apartment in Las Vegas, and then relocated to Mountain View. They requre a 3-​year monitoring agreement, but when they could not do monitoring for
at my new residents they refused to cancel the agreement, which is a provision of their contract and tried to extort a buyout. They have been threatening me with «Collections» I am happy to fight this because they are in complete violation of the part of the agreement and have been nothing but unreasonable. Claiming that I should pay $ 3000 to «upgrade» my alarm system to support their
monitoring. DON“T SIGN THE AGREEMENT. There are plenty of providers who deliver great servcie and don’t try to screw you if you move.

Don’t use for monitoring. Their contracts are for three years service and escalate to all due and payable if you move and don’t use them again. Con artists.

Their technicians are great but sales and the office staff are nightmare. A two week process turn into 3 months and still work in progress. Do not sign up with this company. You will regret it for years to come…

One star is too generous. Terrible customer service.
We’re stuck in a contract with them, but so far it’s taken them more than 6 months to repair something they said was urgent and that they were going to fast track. It’s still not done.
It has cost a fortune and they are rude, unreliable (well, reliably late?), and really don’t seem to care at all.
On the bright side, their bills arrive quite regularly and they are happy to keep cashing our checks.
Beware.

If I could give them 0 stars I would. Worst customer service EVER. I am moving and need to cancel service. No on informed me that it was a 3 ½ year contract, they are refusing to cancel my service. only if I pay $ 750. I cannot have new service at my new place. I have NEVER ever heard of a company not willing to work with you. I should have stayed with ADT. When I do need another alarm service I will not be using Protection. I will NEVER refer them to anyone.

Probably one of the worst experiences I have encountered in my whole life.
The saga begins June 9^th 2014. I had called earlier to get a quote on the installation of 2 cameras to be installed outside my front and back door. Wilmar Cabrea was the sales person that came to my home. I explained my needs and paid for the cameras. It was explained to me that they would do a system upgrade and install the cameras if I e-​signed the contract and was told that I would receive a copy emailed to me when he back to the office. It took several days and numerous request to receive my copy.
On the day of install, the tech showed up and proceeded to install the upgrade and the cameras. It took over 9 hours for the install. A tech by the name of Steve arrived later to supervise the install. The unit did not work from day one and have had numerous techs arriving at my home to try and correct the problem. One tech disconnected my home phone and I was without a home line for several days. The techs have been in my home as late a 11PM. The cameras have never worked. I receive 20 – 40 false alarms on my cell per day and night. Hours of not being able to sleep. This is insane.
I have been in contact with several people from their Kansas Office. This has been going on for nearly 2 months.
I want the cameras to be uninstalled, refund of my monies spent and the cancellation of the 42 month contract. and free service for one year.

Too many problems to list here, poor customer service, false alarms, terrible communication, 1 – 800 number a nightmare, slow to respond when our alarm does go off (thankfully the ones we trip ourselves). If you are researching what alarm company to go with, there has to be better out there. Every time you want to deal with a problem you have to talk to someone in Kansas or who knows where.

Absolutely horrible company. We wanted to cancel our service and they told us that we signed a contract that renews automatically every 3 years. So even though we have had it longer, they are saying that we can only cancel after another 3 years and if we cancel it before, it is an over $ 700 penalty. Stay away from this company

The absolute worst customer service. We had a fire and the phone lines burned. No alarm. Not their fault-​however, in 25 years the one time we needed them they weren’t there. They never offered or notified us of a wireless alarm system that does not go through phone lines. They are great at sending out bills, why not a flyer with that info. Anyway, we were out of the house for 5 months and they billed us for monitoring services for that time even though I phoned several times and told them there was nothing to monitor and no power. I was assured that it would be taken care as soon as our area rep ok’d it. They even called and threatened to take legal action for the unpaid bill. Our area rep-​MATT MARTINEZ– is simply horrible. He is a lying, dishonest excuse for an employee. Most of the time I couldn’t get him to answer my calls, emails, texts etc. even though he told me to contact him.
I would say to go to any other company if you want good service.

Really horrible customer service. I was forced to sign a two-​year contract which I was told the rep was «doing me a favor» for letting me have a two instead three year contract. When it was time to move out, instead of just paying through the end of the first year and then getting my account canceled, like I was promised, I had to pay for a buy out.
Also, if you have a false alarm, you have to PAY to get your equipment reset. It doesn’t reset on its own.
Every time I call, a different person gives me a different answer.

One of the worst business dealings I’ve had in my 30+ year career — these guys are terrible — stay away. We signed a 3-​year contract, paid on time, had almost zero incidents. At the end of 5 years we closed the business location. They wanted 11 more months of payments despite not using the service because the «annual contract» auto-​renewed 2 weeks earlier. Yet, they have zero communication with us after the first 3 years — they send no notices of the auto-​renewal, ever. Then, their only response is «you signed the contract». What kind of business practice is that? It’s not like they needed 3 more years on top of the first 3-​year contract to payout the expense of the one service call to hook up the system. Just offensive. Also raised our rates with no notification. Go with Bay Alarm — local company with solid business ethics.

I had their service for around 10 years in my home on the coast. I had no real issues with their service and the equipment worked fine. I think we had one false alarm in all that time where the police showed up at my home.
The problems began when I asked them to service the battery in the alarm system. A technician showed up, replaced the battery, and I was billed for the service. I signed off on the work order.
What I *didn’t* know (which an attorney who is suing them in a separate case told me is illegal) is that by signing off on the work order, I also entered into a *new* contract with Protection One, which was not disclosed to me at any time and this fact was buried in fine print.
When I originally had the alarm system installed, I signed a 3 year contract with a penalty if I cancelled early. This makes perfect sense since they have a right to recoup the cost of the system and the installation.
However, I PAID FOR the servicing of the battery, and it wasn’t cheap. But by signing this piece of paper, I unknowingly signed up for a new 3 year contract WITH a cancellation penalty.
Around 1 year later, I moved out of the house and rented it out. My tenant did not wish to continue the service, so I canceled the service. Protection One sent me a bill for the remainder of the contract to my old address, which I did not receive. I only found out about it a year later, because a collection agency tracked me down at my new address, asking for $ 600. $ 600 for what? I refused to pay so now I have this collection on my credit report for another 5 years or so.
I will never, ever use this company again, but I don’t know if they are any worse than their competitors.
So here’s a tip: if a technician comes to your home to service your alarm system, DO NOT SIGN ANYTHING! Just pay him and refuse to sign.

I have made 4 requests for the name of their service agent here in California to sue them for their bogus charges and shoddy service and they are ignoring the request. which they will find is an illegal tactic when a direct request is made of them – which they can explain to the judge as they won’t be able to IGNORE HIM and continue having bots with human voices do a mumbling shuffle of why they aren’t refunding bogus charges…

Protection One has been a huge disappointment. Their service appointments are never on time. I can say never because I’ve used them at two houses now and they were never on time or even close to on time. They have a huge number of excuses as to why things don’t work that match excuse for excuse with added fee and added fee. Basically, you don’t get what you pay for at all. I’ve heard a lot of good things about BrickHouse and I may just get a system monitored from them next time. Right now I have the cellular primary system with Protection One and it frequently loses connection, sometimes when the alarm has gone off, nobody calls from ProtectionOne. It’s a joke.