Platinum Protection LLC

For the first year and half I was always unhappy with them. They had to come out at least 3-4 times to try and correct a problem that was their fault ultimately. I had to fight them to get anyone to come out because they wanted to charge.

No sooner than I had signed the contract than the installers were at my home taking our my existing system and installing their system. My home was pre-wired when it was built in 1989, so no installation information or zone identification information was here when the change over happened. This forty minute change over ended up being a seven hour ordeal. All was done professionally but had I any idea that the process was to be that long I would have had this done the following day not after dinner.

They arrived at my door and rang the bell. They said they could give me an upgrade of the current system I had with ADT. They said their system was safer because it was cellular. They asked to put a sign in my yard and recommend them. They arrived at my door around 8 at night. She got a technician out that night. They seemed pushy that it had to be that evening, so I have decided that I am going to cancel the service.

In a few words, not well at first, but satisfied eventually. Platinum Protection was working my neighborhood offering to install a complete wireless security system for no up-front cost. This wireless "GE Simon XT" system uses built in cell phone communication so the outside land-line cannot be cut, thus disabling the system (a good selling point). Supposedly they were offering this "free" system and installation because my home would be one of their model homes for the neighborhood. The salesman showed me the names and addresses of people in the neighborhood who had the system installed. Since it was late Saturday afternoon and I had spent about 1-2 hours of his time, I was reluctant to agree and wanted to do some research and get back with him on Monday. I was told that they work on first come, first served basis and the "deal" may not be available....a red flag. Since I liked everything about the system and the "premium" monitoring service (except the monthly fee for 39 months) and since I had the RIGHT TO CANCEL the contract WITHIN 3-business days, I told him to proceed. While we were finishing up the paperwork and going over the contract, the installation technician came in with the system and all necessary components that I had requested. While the tech was installing the system, the salesman moved on down the street to look for another sale. The tech was very professional and worked quickly, cleaning up after himself (a little sawdust here there). After about 1.5 hours, he completed the installation, programming, and checked out the system. Over the next few days, I did some checking online and found I could get the same system with slightly lower monitoring cost, but would have to purchase part or all of the system up front. I fretted over having to have the installed system removed and replacing it, but after careful cost analysis over the 39-months, I decided to cancel the contract on the second business day (I called and had them note my decision and then faxed a copy of the cancellation notice). Well, the next day (day #3), the "Cancellation Specialist" called to ask why. I told him I had done some homework and found their monthly monitoring fee of $49.99 plus tax was several hundred dollars higher over 39-months than if I had just purchased the system and paid a lower monthly monitoring fee. After some discussion and number comparisons from my spreadsheet, he offered me a $44.99 monthly rate, two months free, and the installation of a second smoke detector at no cost. I calculated this would net out to $42.69 per month for the 39 months with no upfront system cost. After the 39 months, I own the system and can switch to another monitoring company if I am not satisfied with them or their renewal offer. So, I decided to keep the system and after my homeowners insurance discount, I am actually paying about $36 per month. Please note their costly and premium monitoring service uses alarm.com which has some nice features if you have a smart phone. I can remotely arm or disarm the system. If there is an alarm, I get a phone call as well as a text message. If there is a power outage, the system has a battery back-up but I will get a text message indicating a power outage or power restored. There are also some other useful features that can be monitored remotely.

Do not sign anything with this company without double checking all the paperwork first~they are slick.

If you are thinking about using Platinum Protection, I would say STOP – rethink that thought – are you sure? They offer much less than the other companies, and charge a lot more. Even though they tell you they are the only ones setting up security with cellular service, this is NOT TRUE. Taylor, a Platinum Protection Representative, knocked on the door – saying he was not selling anything but looking for 8 advertising homes in the neighborhood. He also stated he was not a “sales” person but a “marketing” person. The way he started the conversation lead me (and others) to believe he had approval from our HOA – he didn’t. He said his company would install, a GE security monitoring system at no cost to us. The catch was, we could not tell anyone as they would want the same deal and he could only offer the deal to 8 homes. After talking with other neighbors signed up as ‘advertising homes’, I found out they also received this same offer. After the initial review of what all was needed, Taylor said he would have to get special approval from his supervisor to install more than 2 door sensors (we have 7 doors). He never made this call but told everyone he was given special authorization – that does not appear to be true. When I inquired about putting sensors on the windows, he replied by stating the ‘Motion Sensor’ would suffice to cover the windows. The ‘free’ equipment only included one motion sensor which only monitors one average size room. Thus only one room would be monitored. In addition, he led us to believe that using the cellular connectivity would be much safer and that Platinum is the only company installing cellular equipment. Despite the fact that we have a land line, he indicated that with this type of system, no one could cut the phone lines from the outside and take out the monitoring system. Well, our phone is with Verizon Fios, and the lines are inside the garage. Thus, no one could cut the wires and disable the system. Taylor told us the cost of the equipment would be $1999.00. It would be free to us and only us. EVERYONE is offered this deal – so it is not a deal. Going through all the paper work, I thought it was strange that I never had to sign a release statement giving Platinum authorization to use my house as an advertising house. He quickly passed over the $199 activation fee – what? This was supposed to be a ‘free’ system. Oh it is standard, he said but since you are an advertising house, and if you will be flexible and work with us on the installation timing, I will cut it to $99 spread out over 3 payments. Taylor also said since we are an advertising house, he will make sure one of their lead techs does the install; he wants it done professionally and correctly. The install will be in 1-3 days and only take about an hour and 20 minutes. Less than an hour later Justin shows up to install the system which actually took over three hours. Justin laughed when he saw the note indicating he was a “lead tech”. He told us he was not a “lead tech”. I found out from my neighbor he had just finished training within the past 3 months. BTW – I called Taylor to tell him the motion sensor was installed behind the speaker, and that Justin was not a lead tech like he told me. His response was, “There are 2 Justins, and they sent the wrong one.” When Justin (the installer) returned to move the sensor, he informed me that the other Justin is a sales representative, not an installer. In addition, he did not know how to install the remote access application on my phone. The installation was a horrible mess. The sensors were in individual plastic bags. Justin took each sensor out and threw the bags on the floor. For three doors he had to drill into wood and the control panel required about 4 holes. After drilling, he left the sawdust on the floor and then proceeded to walk in it and track it throughout the house. He also had little pieces of wire cuttings just dropped where he was working – no clean up at all. There was a verbal survey with someone on the phone which he asked me to take when he was not quite finished with the installation. The survey people asked if he cleaned up after himself. I said NO. They responded that he would. He spoke with them again, finished the call, and then left – no clean up. When confronted later, Justin said he was sorry, but he was worried about his cell phone not working. I decided to check other security companies via Angie’s List. They all offered free equipment with the majority of them offering sensors on ALL windows and doors. Platinum only offered free door sensors. Platinum’s monthly monitoring is $50 a month (actually, $49.99, which the company reminded me when I spoke to them). After 1 business day and talking to neighbors, I sent in my cancellation notice via Fax and e-mail. Florida law allows me 3 business days, and I didn’t want to take any chances. A representative called me and offered me a new pricing plan. If I stay with Platinum, they would waive the $99 activation fee and drop the monthly monitoring to $40 (actually $39.99, which they pointed out again). I told the representative, ‘No Thanks please uninstall the system.” When the same installer, Justin (along with Jeff this time), arrived to uninstall the equipment, they removed all the sensors and the control panel. BUT, they left a complete mess of the glue on the sliding glass doors. It will probably take 2 bottles of Goo-Gone to get it all off. They filled the holes by the 3 doors where they drilled and on the control panel wall with spackle putty, but there was more putty on the floor than in the holes. AND, you probably guessed it, they walked through it and tracked it throughout the house. I was fortunate in that I saw full footprints of putty while it was still wet and was able to successfully clean it up. I have chosen a different security company. It has been serving customers in Florida for over 25 years. The sales representative with the new company has been in the business (and with this company) for 20 years. He has never heard of Platinum.

When I called Orem City, they had not issues a Salesman Permit to this guy, which the city requires. And, when I called Platinum Protection about him, they denied that they had ever heard of him. When I faxed a cancellation notice, and checked if they received it the next day, now they suddenly admitted that the guy worked for them.

I really like that you do not have to have a landline to use their services. You can also access your alarm system on the internet so if you forget to turn your system on you can do it from anywhere there is internet. When they came out to do the installation they were able to have it installed in a hour and a half.

This review regards only the sales tactics of this company. The door-to-door sales representative (solicitor) of this company let themselves in through a locked gate, without being buzzed in, then the representative was rude and used high pressure sales tactics (alluding to the inadequacy of our current alarm system, without having evaluated a single component of our system, and repeatedly suggesting that our house could easily be broken into), the rep repeatedly demanded that a spouse be called at work to review the offer, despite multiple refusals, the rep refused to leave printed information for us to review, finally after several requests for the rep to leave, the parting words again alluded to the ease of our home being broken into with our current system. These tactics are despicable in my opinion, and meant to scare potential customers into signing up for their product (which sounds questionable anyway). They supposedly offer free installation and minimal charges for displaying their sign in your front yard. Another rating service has a warning about this type of sales pitch under home alarms. Thankfully, we did not sign up for this product.

When I checked them out on the Internet I found that several states have a warning out about this company; Milwaukee, and several other states. Even a web-based TV service is putting warnings out about them. The more I looked into the company the more warnings about rip offs and scams I found. Like I said, they didn't have uniforms; they didn't have name tags; they don't have an address; the number won't connect to anyone when you call and the only contact they will make with you is door to door. They have been going through all the neighborhoods around me and other states around me. They do have a great sales pitch but the catch you have to do it right now. Don't fall for this scam and give access to your personal information and home to a company like this before researching their name. If you want to know more go to a search engine and search Platinum Protection; more than enough information will come up about this company and you can hear and read all the scam reports just like I did.