Protection 1 Security Solutions

On June 23, 2011, I contacted Protection One to schedule an appointment. I met with the Security Specialist to discuss their system. On the morning of June 24, I contacted the company to tell them that if they could arrive and install the System on Saturday morning (25th), the business would be theirs. The Consultant, informed me that that was not an issue. The installer was scheduled to arrive between 8 and 10 am. The consultant said they would likely arrive between 8:30 and 9am. They installer was never made aware of the timing (by the salesperson) and showed up near 12 noon. After a full afternoon, the installer and General Manager informed me that the internet portion of the system was not working properly and would need to be finished up later than week. Another installer came out that following Tuesday (28th) to finish the system. He informed me that there were STILL problems (with internet/e-secure) and that they would need to come out again. The following day (29th), while I was away on business, the alarm went off. While we learned that it was a false alarm, when the security center contacted me to make sure I was ok, I informed them that I was fine but that they needed to contact the police to ensure my home was safe. When the specialist called me back (maybe 60 seconds later), they informed me that the police could not come out because I did not have a permit for my city, which was something that Protection One never informed me (at any point in the process) that I needed. This very easy bit of advice was never verbally told to me and is something I would think an alarm company would tell you that you needed, especially if their regional headquarters was located in the same small city as your home?. Matthews. it seems to me that they should know the laws of the city where their base operation is located. I had no idea if my home was being broken into or what was going on and because Protection One did not let me know that the system needed to be registered with the Matthews police department. This cost them nothing to tell me that I needed and was completely neglected. While the contract states that I need to follow local laws and obtain necessary permits in my city small, the alarm company could have at least informed me about those laws in my city and what I needed to do. The mere fact that the process had been unprofessional (and still unfinished) to this point and then there was a possible emergency that could not be addressed and the proper authorities would not come out was very disappointing. I have since gone from my demanding them to take their system out of my home (on June 29th) to the General Manager still NOT scheduling a time or calling me back since our last actual conversation on morning of Wednesday the 6th of July when he agreed to have his team come back out. I also placed another call the morning of July the 11th and this call has also not been returned. The false alarm was triggered by an old alarm that was not their motion detector; however, as part of their installation, they also tested this very detector and said that this detector seemed fine. I also later realized that they broke a small, black desk lamp that I only very recently noticed was cracked at the base. The e-secure portion of my system still has not yet been installed and COMPLETED. The General Manager has acknowledged that this needs to be installed/corrected/COMPLETED on a voice mail that I have from June 29th as well as another voice mail I have saying he ?does not blame me? for being very upset but now will not even return my call. In full disclosure, the company did want to try and make this right but I informed them that I did not feel comfortable with their system and capabilities and wanted to go with another company. This is where the conversations have since stopped. I would exercise caution when dealing with this company.

There were no problems with the initial installation. The few wires required for the wireless system were professionally installed and concealed. My calls for help to properly use the system were professionally handled. During the initial warranty period, every request was promptly and professionally handled. Our later (monthly-charge, extended protection coverage) requests have been promptly and professionally handled. The installers and follow-up workmen are the real reason this company is #1.

QUICK RESPONSE WHEN ALARM IS TRIGGERED. FULFILLS MY EXPECTATIONS OF A SECURITY SYSTEM. MONTHLY MONITORING FEE IS REASONABLE.

NOT TERRIFIC, NOT HORRIFIC, THEY'VE BEEN FINE, BUT I HAVEN'T NEED FOR AN EMERGENCY. THEY BOUGHT OUT MY ORIGINAL COMPANY WHICH WAS WESTINGHOUSE.