Protection 1 Security Solutions

Installed a security system about a year and a half ago along with a video camera from alarm .com and a great life lock discount as part of the contract. Locked into a contract for 3 years with a $ 25 service charge for each visit plus any replacement part charges.
Several problems with the system due to improper installation or fixes resulting in several service charges.
Latest problem was a malfunctioning camera out of service for over a month before a technician could service it. Pro 1 technician had limited knowledge of the
camera requiring their online assistance. After 2 hours of troubleshooting he got the live feed to work but left before ensuring the saved video feed was working. Called Pro 1 and service rep could not remedy the issue. She wrote a ticket to
and a note to the local office management to contact me. To date a week later I have received no calls from anyone. Fortunately I was able to diagnose and resolve the issue myself. For an individual with little IT background or familiarity with the
cameras, this would not have happened.
Inappropriate installations, technicians with limited knowledge of the camera portion of there contracts, service charges for every time the system malfunctions, wait times for malfunctioning systems, and not responding in a timely manner to their customer issues is unacceptable. CAVEAT EMPTOR!

Protection 1 may have good monitoring, but I’ll never find out. Their customer service (call center is located in Kansas or Utah) is a cluster! My husband and I bought a house that had P1 installed. We figured it’d be easiest to set up service with them, but they messed so many things up that we got fed up and cancelled.
Things that went wrong:
— sales person setup account partially leaving the previous home owners password and phone number
— because of wrong number I never received the installation call from the scheduler and had to call back to update. This process took 27 minutes on the phone as I had provided my password but was told it was incorrect
— scheduler eventually booked my appointment, installer arrived — did not confirm any information with me and started working on the box
— when I asked him when he wanted to talk about where to install the camera — he told me he was here for a radio activation, not a full install for a new customer
— installer then asked my husband if his name was Ron, to which he said no
— installer was holding work order with address and I told him the ticket said Auburn, WA which was not even in the same county (we live in Tacoma)
— his dispatch then confirmed he was routed to house incorrectly and instructed him to deactivate the other customers stuff from my system
— tech informed me he did not have all of the equipment needed to install
— I asked him to cancel, but to help me confirm identity with a customer service agent so I could correct the password
— I never signed a contract for services as technical issues with e-​sign prevented me from even pulling up the documents
Ugh. We ended up going with Washington Alarm. They are a completely local company and have had outstanding service so far.

DONT EVEN THINK ABOUT IT! $ 450 for installation. 65/​month. I was forced to move for work a few months short of the end of a 3 YEAR contract. They made me pay the remainder after never making a late payment or ever using the service. So much for friendly understanding. I rate these guys with comcast, Tmobile and CenturyLink as the WORST businesses in town. These services are dinosaurs anyway! Get a monitored system that works through your phone for a fraction of the cost.

If you want a trustworthy and reliable company to put your home or business in the hands of to protect it, DO NOT leave things to chance and CONTACT A DIFFERENT PROVIDER!!!
The monitoring is OK, but when it comes to the administrative side of things, the only words that come to mind are sloppy, incompetent and completely unprofessional. Nobody takes ownership, responsibility or accountability for problems, and it is like pulling teeth to get connected to anyone who has any authority.
I moved out of my office 11 months ago, requesting a change of ownership to the account to the business owner that now occupies that space (we used to share the office and ran the same type of business). Allegedly, the «local rep» had my successor complete all of the necessary paperwork to take over ownership of the account at that time.
8 months later (December 12, 2014) I received a bill at my home address indicating that my business entity owed quite a large sum of money to cover the «balance of contract (even though my contract had been up for almost 2 years)» plus the back months of monitoring service.
Immediately, my successor contacted Protection One, only to be assured that everything had been changed over to be under her ownership, and that the amount charged to her credit card was sufficient to bring the account current.
Well, you can imagine my surprise when I received several calls from an automated system this week, leaving me voicemail after annoying voicemail (stating that it is a non-​emergency call). I finally got a chance to call back, hoping that it was just a quality control follow up regarding the recent completion of the change of ownership — -NOPE! We show a balance owed of $_​_​_._ _​ (just shy of $ 1,000), and when I asked how that was possible, they asked me for the password — –to find out that it had been changed by the person that we changed ownership of the account to — only the ownership had obviously still not been completed, but they did allow her to make changes to the account.
So, at this point, they wouldn’t disclose any information to me becasue I didn’t have the new password.
Finally, I get myself and the person taking over the account on a conference call together with Protection One to get this resolved. We are told that we must speak to someone from the local branch, but are told there is no inbound phone number — they will call us back right away. So we wait a half hour. No calls.
Fed up, I call the local branch number that’s listed publicly, only to have it direct me to the call center in Kansas. I told the lady that answered that I need to talk to the person that can fix this right now — so she puts me on hold… for 20 minutes! Then, she gets back on the line and asks if we can hold for just another minute. 10 minutes later, she finally gets back on the line and tells me that someone from the local branch will call us right back (never heard that one before…). So actually, beleive it or not, someone from the local branch does call, while we are still on the phone with her — -she couldn’t just connect us to the branch office???
My former office partner finally connects with (allegedly) the general manager of our local branch, and he tells her that he will call her back in an hour — -no solution dialogue whatsoever.
So, at this point, after 11 months, and spending 2 hours on the phone with them today (not t to mention the countless hours before of phone calls and papeork scanning/​faxing prior to today), we still have nothing resolved.
Nobody will step up and take ownership and just get it done.
I have no idea how they can successfully run a business like that, but based on this lack of performance, there is no way I could trust their actual security services.
Deal with them at your own risk!!!

The salesman promises you the «world,» but when it’s time for the company to perform, it takes an act of Congress.
A sub-​contractor sent by Protection 1 installed our home security system. About 90 minutes later, the alarm went off. We called an 877 number and were told they would respond. They never did. We called again the next day. A scheduled appointment was not kept. The alarm still does not work. We are waiting for assistance.
Also, before we signed a contract, the salesman told us the installer would give us yard signs. The installer then told us that the salesman is supposed to have yard sign, because he didn’t have any.

I have been a happy customer of Protection One for years up until recently. I have been receiving calls at very early or late hours from an automated messaging service to ensure that I am satisfied with my account. Well, I’m definitely not satisfied by getting calls at 7am from an answering machine!
I finally get a call from an actual human being and they tell me I’m delinquent on payment. My response is, «How can I be delinquent on payment when I haven’t received a bill?» She proceeds to tell me that my bills have been getting sent back for the last 4 months. At this point I’m shocked that company that prides themselves in service never bothered to call or email me about this issue. An automated message asking if I’m happy with my service is not the same thing as a message telling me I’m behind on payment. But I do wish I could get the service message now, as I’ll gladly let them know I’m very dissatisfied.