Protection 1 Minneapolis

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The monthly service was good. However, we began our service many years ago - maybe 9 or 10 with Minnegasco, and then, maybe 5 years in, Protection 1 took over. All was going well and seemed to be the same. We had service people come out and service was upgraded about 3 or 4 years ago. This year we asked to have someone come out because there was a problem with the equipment we had. We were told our options were limited to paying a service person to come out for $100 for the first half hour and $25 for each quarter hour going forward. And our equipment was too old to buy a maintenance agreement on it. So we decided to go with a new provider, who would give us new equipment with a maintenance agreement after the first year. When I called Protection 1 to cancel our account, they made me go through at least a 10-15 minute phone call telling me that they could offer me an upgrade, if I had just talked to the right people. I felt badgered. When they finally got to the bottom line, I had to write a letter, which could be sent by email, explaining that I was cancelling service. And so far they have charged us for an extra month of service, and when their equipment was not in our house. I would tell anybody who asks not to ever use this company!!

I had some problem with the alarm system and when I called the customer service, they didn’t respond to me very well. Then I contacted Protection One as they were locally placed and they came out and did an excellent job. I would rate them high overall and would use them in the future if needed.

I had Protection One install an alarm in my home. The system was not functioning when the installer left and I had to schedule a follow up appointment. The system was still not functioning properly after the follow up servcie call. They refused to believe that their equipment was failing and causing false alarms. I finally cancelled my service and had them uninstall their equipment. As of this writing it has been over three weeks and I still have not gotten my refund. Their customer service staff are very friendly but they are not empowered to take action. I've left voice mails and e-mails for my sales rep and his boss the GM. They no longer return calls or e-mails. An interesting contrast to receiving call backs immeditely and it only took them one day to process taking my money. I've since gotten another company to come in and their system is working perfectly. I would not recommend doing any business with this company.

Protection One is my current provider. They send me a letter every year saying they need to raise my rate a couple of dollars (same exact letter with a new date every year). I call them and they say - oh since you've been a good customer we'll waive the rate increase. The last time, probably because I sounded unhappy and that I might leave, they offered to drop my monitoring rate $10/month if I signed a 3 yr contract. I said to send me the contract. I asked if they could make some changes on the contract and they agreed. At this point they stalled and stalled and stalled by sending contract after contract without the changes they had agreed to over the phone. Now I'm looking for a new company.

The installers showed up on time and completed the work promptly. He did a very through job and was very neat about his work. He did have to bring wiring from the basement to the master suite in the attic and did a very job completing the wiring. There was a misunderstanding between the salesman and the installer about what needed to be done with a second keypad. The installer thought it was upgrade to the existing keypad when it was supposed to be installed in a different part of the house. After I reviewed the work and pointed out that I was suppose to have a second keypad installed in the master suite they promptly solved the issue. I ended up getting two new keyboards installed in the house and only had to pay for one.

Okay service but don't ever try to cancel - they're worse than rental centers and used car salespersons.

I needed the system in ASAP and they had one of there installers Matt come on a Sunday. He was great and went above and beyond. I also had comcast there and he helped make sure they did the system correctly so that it would all work toghther. Very, Very Happy

I would like to extend kudos to Tim W. and Jim for a great job! Tim was the original security consultant that came to the house, reviewed my existing security system, and explained the different options for monitoring. No pressure and well done. I had two other companies that were being considered at the time and still needed to meet with them, so I did not sign at the time Tim was at the house. The next day, I decided to go with Protection One and Tim's offer. Tim was punctual, his response was immediate and he did exactly what he said he would do. I picked an installation time within 48 hours from signing. Jim arrived to do the installation three minutes before his scheduled time, very punctual! Jim was very courteous, professional, worked quickly and was VERY good at what he did. He went above and beyond with the programming of the system which is a rather extensive installation. It was a pleasure to work with Jim.

The house we purchased had a new(within the 4 years since we bought the house)alarm installed. It's wireless. The local electric/gas company installed and serviced the alarm. When we called that company, they referred us to Protection One, stating that they no longer provide such services and that Protection One was taking over all their accounts. We got another bid from another alarm company. We would've had to install an entirely new alarm system. And, that company wouldn't allow us to pay for a service plan because wireless alarms malfunction so frequently. Every time we have a problem with our system and call customer service to figure it out, it takes forever for them to figure it out. Or, more likely, we have to schedule a technician to come out. It takes him no longer than 20 seconds to fix the problem. The telephone customer service people are not familiar with our system because it originated with a different company. It's highly annoying. Also, be VERY careful when signing their contract. You have to sign a three-year contract because that's pretty standard. After that, it defaults to a year-to-year contract(I think this also might be industry standard). I was able to negotiate that into a month-to-month contract instead. They agreed to changing the tiny language on the back of the contract. That's just as important as price, so look into that when considering what company to use.

Protection One has provided home security monitoring for the entire year. On the few occasions when our alarm has gone off unexpectedly, they are prompt to call any of our contact numbers until they reach someone. They are very professional and ask thorough questions to ensure that we are personally safe and so is our home.

After having an initial negative experience with Protection One, Michael, the Operations Manager here in Mnpls, made up for it by sending a technician out to address our issue and did not charge us for that.

Entered info on web site "Home Security Comparison" and received calls within two hours from several companies. Interview them on the telephone and selected three to meet with. Morris' presentation was clear, concise, informative and with out negatives about other companies. He gave us his background in the industry and information about the company. His bid was very competitive. We had to wait a few days on the others and they were not at clear and informative. We needed to pull information from them. When Protection One was told they were the successful bid Morris quickly arranged for the install which was at a good time for us. The installer showed up at the correct time and was very clean, through and knowledgeable. It all went as we expected and had been told it would go.

Each time there is an extremely long telephone wait and they ask me to call back every time. I am trying to find another company to deal with. Integrated Alarms is not responsive. They said they were going to send me a free fob and that's fine, but I don't want to deal with them waiting that long. Before they got sold the services were great.

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