Protection 1 レビュー 546

We've had our alarm system for about 30 years. We were month to month and own our equipment. Over the years our transmitter was replaced with a cellular communicator, and that was later updated. Since our system is so old, we have no cameras, phone app, or other features that a newer system might have; however, it does have basic interface with our home automation. Our panel was made in the U.S. so it will probably last forever. Our original company was excellent, and after buying them out Protection 1 (aka ADT) was satisfactory until the last couple of years.

We became dissatisfied when over about a year and a half we ordered yard signs multiple times, both online and over the phone, but none ever came. Protection 1 always had one excuse or another. We did some research and decided to go month to month with a different company. We gave our 30-day notice, which must be done over the phone (so they can try to talk you out of cancelling), and followed up with an email. After 30 days we engaged the new service, but early yesterday one of their tech's emailed us that Protection 1 had not released our cellular communicator. He explained that when he tried to register it, the Telguard database showed that our "Device is already assigned to a subscriber," which means the previous dealer (Protection 1) did not release the hardware. He explained that a Protection 1 tech needed to simply login to their Telguard Dealer Portal, pick our account, and select "Detach." That's it. I spent the rest of the day trying to get someone to do it, or to authorize someone to do it.

First one has to get past the non-native English speaker who is difficult to understand, has no idea what you are talking about, and won't deviate from their script. I was transferred, placed on hold, and given a new number to call many times, and hung up on twice. With each new person I had to start from scratch. Finally I reached a very grumpy Manager who said that Protection 1 would absolutely not release our communicator. That's it. Go away. So I tried again, hoping to find someone more reasonable. But the second Manager wouldn't budge, either. Me: "Who owns the communicator?" Her: "You do." Me: "Then why won't Protection 1 detach it so that we can use it?" Her: "It's against company policy." So Protection 1 has turned our communicator into a brick. The only way that we can use it is to sign up with them again. We suppose it's their way to punish you for cancelling. We've ordered a new one for the cheapest price that we could find from a reliable vendor: $136.

Don't let these creeps anywhere near your house.

I despise Protection One. I had service with them for over 7 years. I cancelled my service because I moved. I sold the house that was in a development that used Protection One as a provider.

I paid my last bill & asked to cancel my account. Then another bill came up due for $160 after I was out of the house for 3 months. I called & called for over 3 months to get them to cancel my account & even sent an overnight letter to protection one to cancel my service (that cost me $35 to send)

I literally had to call the homeowner’s association to have them close my account.
Once they got that email within 5 min my account was closed with an apology.

Today I received a letter in the mail saying that a check was apparently sent to me back in August that was not cashed. A phone number and a website that could “help” me get the $ I was owed. The letter is on ADT letterhead. The number given was ADT & not Protection One. The website did not work.

I called the # ADT could not find me. They told me to try Protection One (which is bought out by ADT)

Called Protection one & hopefully this is fixed.

They literally berated me for this money & if they would have canceled my account without getting everyone & their mother involved it would have been a lot less stressed on me.

Freakin jerks, period!

Canceled years ago. Lately our alarm has been going off. Called CS to disconnect and they were no help. On the phone for 45 min, 35 were on hold. Very unhappy with the CS. Now I remember why I discontinued the service in the first place.

I waited for 4 hrs as they told me to wait for the appt from protection one and the technician never arrived. I called them and they said the tech arrived but he did not knock the door neither ring the door bell. How was I supposed to know he was there? I also checked through the windows constantly and I never saw the technician.

We have been with some version of this company for decades. The company provides adequate equipment that generally provides the required service. However, it is THE MOST INCOMPETENT company for billing and collections we have ever encountered. Bills never arrive, followed by delinquency letters and threats to discontinue service. Multiple conversations with supervisors have been useless. It’s not worth it.

If you are looking to subscribe to security service with ADT/Protection1 Don't do it! They make it near impossible to cancel your service. It's taken over 6 months and countless hours on the phone, emails, and running around. It took SO LONG and they kept on charging us while we jumped through all their hoops. There are so many wireless cameras and other services. I would look elsewhere.

Our tech never showed or called us to cancel. After spending over 2 hours getting transferred to different people we ended up rescheduling. Well he did show up today. The work was high schoolish at best. Where they ran the power cords into the house they left dime sized holes in the walls. They tore drywall away around one of the outlets leaving a quarter inch gash 1 inch long next to the outlet. We have been customers for 9 years. Now i have to fix their incredibly bad work myself. I would call and cancel but after reading other reviews this unprofessional company will just take more money. Please dont use this company. Save your time your money and your house.

After having them for over twenty years tried of my bill going up for no extra service called to cancelled because price went up again. I was assured the price wasn't going up it was just a billing date change that is why the price went up a bit. I told them I would cancel right then if it was going up... no its just a billing date change, bill not going up. So I left it. Come to find out the next month it was going up and the rep either lied or had no idea what he was talking about. So I canceled right then. Then they told me there is a 30 day cancelation and I would owe one more month. I tired to fight that as I would of cancelled the month before if they told me the right info. Over 20 years with them and they wouldn't work with me!!! The $25.00 a month was more important to them than a long time customer, Never again Protection One or ADT whoever you are now. DONT USE THIS COMPANY THEY ONLY CARE ABOUT GETTING MONEY OUT OF YOU!!!!

was a customer for 6 years, when it came time to cancel my service due to divorce, etc they charged me $750 since the contract wasn't fulfilled. The company has no sympathy for people who lose their house, can't afford a mortgage anymore and then add a $750 fee to top off the insult of being broke. What crap! I will never refer anyone to ADT/Protection 1 again. What happened to treating people with respect instead of gouging them regardless?

Worst customer service. No one ever returns your calls even the managers lie. I have been a customer for many years and the best decision I ever made was to cancel my service with this horrific company. Stay away do not purchase from Protection One/ADT. You will s
ave yourself a lot of time
and aggravation. ( I never write negative reviews but felt compelled to write this one to help other customers). This company has no communication skills.

If you are looking for a security system for your home do not use protection one. They stolen over $300 out of my account since I’ve canceled my contract with them in November. And because I stated I would POSSIBLY call back in a month for someone to transfer the system in their name. I never once said keep my system active (after I made a clear on the phone call I am terminating all services for MYSELF and no no longer need the system) they still took it upon themselves to not only charge me every month but slightly more than what I would’ve paid for if I had kept my system active. When I found this discrepancy, not only do they tell me they won’t give me my money back and close the case without any business etiquette or so much as a follow up with me they refuse to give me my money back when the company knows that I made it clear and will no longer need your services. And the rep who supposedly canceled my service didn’t even put any documentation in there. Do not work with them.

Avoid this company like a plague - they botched my new installation and there is no heat in the house for >>over a month<< . I have been a Protection1 customer for over 25 years and decided to upgrade the system and add cameras. Big mistake. The intalling techs were in a hurry, didn't install everything they should and didn't properly test the system. They left the thermostat improperly connected, effectively breaking my A/C.
Their customer service is not capable to arrange a quick service visit to fix what they broke. When they arrange a visit, the tech does not show up. There were at about six different appointments scheduled, with an unprepared tech showing once, to say the thermostat needs replacement. Afer more cancelled appointments, I was told this was their highest priority and somebody would come the same day. They didn't. Nor the next day. Next I heard that "it would be treated as emergency" - with an appointment scheduled in two weeks! I escalated to a manager, and they said they would come in a week! Supposedly missing a part - after scheduling it several times before! I am a senior and have no heating in the house for 5 weeks now. I have 63-65 F in the house. This is in the Seattle area.
Their customer service is very, very poor. Some of their customer service reps are trying to be helpful, but some are simply take-it-or-leave-it, stop bothering me. After all these encounters, it feels like the customer reps are powerless and it's just a lip service, to hide the fact that they cannot make the tech to come when they say they would come. I am still waiting for the fix.

Shady security company. They manage the parking of Terraces de l’ Hippodrome in Brussels and set up a scam.
Incredible that this is possible.

This company tricks/deceives people into long term contract. Bought a house. We were not sure what we were going to do long-term so we agreed to the seller that we would take over the contract for the last 6 months. Protection 1 was not working. A technician came out and did the work order. He asked us to sign the work order on the iPad. (How many people read the fine print of a work order.) My wife could only see on the screen the portion to sign the work order. We had a house full of the people. The technician stayed much longer than anticipated.

It turns out, per Protect 1, what we really signed was a 42-month agreement!!!!! There was zero discussion on it being anything more than an assumption of the last few months of the agreement. There was zero explanation that assumption of an existing agreement does not occur. (That might be a little bit important given how that was our only request.)

Further, we called a couple of times to make sure we weren't getting charged because my wife kept hearing little notices after our assumed 6 months or so whatever was left. The Protection 1 representative assured us a few times we were not/would not be charged, but apparently the quarterly auto-payments on continued.

In spite of all this, when we finally had to change the credit card to escape from this company, they they charged a $750 cancellation fee.

The Better Business Bureau should drop this company. The attorney-general should launch an investigation akin to what scammers do to trick senior citizens into things.

Protect1, by comparison, makes timeshare companies look respectable

Zero discussion, a purported work order signed to get the tech to leave when a house party was going on. Multiple witnesses to the trickery by the technician. Apparently their customer service and technicians are all into the scam as this is their revenue stream and there are so many better competitive options. If you can, run as fast as you can in the opposite direction of Protect1.
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This company makes it IMPOSSIBLE to cancel. They do not let you cancel online and they make up ridiculous rules that impede your ability to cancel their services. I sold my house over a year ago and moved across country I have been trying to cancel the service for months. I they kept denying my attempt due to, "requiring further identification" or "word passcode needs to be reset" there is always a reason why i couldn't cancel. in total since i stopped using their service they charged me an additional $865.76! I had to go through my bank and stop them from charging me further.

Do not use these people they are now connected to ADT and they are crooked as hell . First the came to install and had problems getting the system to work.. So the shady tech guy says i would have to sighn off that everything was working correctly so he could get the parts he needed to make it work??????????? Then after i refuse they come back 5 times and can not make the system work . So now the snake oil guys come in and say well the only way we can make it work is if you pay us another 2000 dollars up front. Well i said hell no take your stuff and get out . Well now they are harassing me everyday to collect over 4000 dollars on something that never worked not one day did it work. They will not come and remove ther stuff and are holding my business hostage.

Scammers, dishonest and horrible customer service! I fulfilled my requirement as a customer (after months of horrible service and false alarms with their equipment), returned my equipment to them which delivered to their facility on Aug 2. I thought I was finally done but no. They sent me a bill for $718 two months later claiming my equipment had not delivered and they can't find it!! SCAMMERS! I opened a case with BBB but they are not responding! Horrible, run from this company!!

THIS IS ONE OF THE bad SERVICE I EVER HAD

Just moved and Protection One help us move our system to our new home. They walked us through how to set up our new system and made sure everything was working correctly. Great job and thank you for all your help. Great company and great service!!!

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.