Protection 1Reviews of protection1.com

Had vivint for years, protectonic 1 came in and offered me a little better service and equipment. Told me they would inform vivint of the changeover and asked me to notify them also which I did. Vivint said that I have a contract that needed to be paid off. I notified protection one and they said they would check and that they would most likely take care of it. So after a couple weeks that is where I still am, in between two companies, neither seemingly wanting to help. My recommendation is that if you have a company and you are happy, stay with them!

When I first spoke with the sales person, it was a very pleasant transaction and I thought I made my requests for our system clear. When the installation tech arrived, there was a big miscommunication from sales to install department. Installation tech was very professional and apologetic, but it wasn't his fault. I called the original sales person back, he eventually corrected the situation but said he would call me back in 5-7 minutes to confirm the original request. I never got that call. The poor install tech had to come out to our home a second time. Job finally done right but just wish it was done correctly the first time.

Very poor follow up from the sales team they sold us the package that fit our needs and after the install I wanted to add more features but my sales person would not call me back after 5 attempt's I gave up but she finally called back to get me to sign another document and I told her what I needed and she said okay still no response back I should of stayed with vivint to get the same bad customer service. My house is new and thermostats and door locks are zwave still the installer did not connect them only the front door lock

They hounded me for payment but did not handle transition to automatic correctly. They apologized but left bad taste by phone and writing threats

I have been contacted no less than six times since my system was installed last week to complete surveys. I feel like I've invited a telemarketer to come into my home. I shouldn't get this many contacts to fill out surveys. I asked on the third call that I not be called again. On the fifth call, I asked again that I not be called again to complete another survey. Now I'm getting emails to complete surveys. I understand the need to receive feedback from customers. However, once is enough. The system is okay. The inside camera, which is supposed to be able to provide some kind of recognition images is not up to par. I couldn't recognize myself on the images. I can't tell the difference between a cat and a pocketbook in the images. I will call customer service to do something about that camera. Admittedly, I haven't done that yet, so I can't write about the acceptability of the response. I'm just frustrated and really wishing I'd shopped around a little more.

Eventually it all worked out but the experience was very tedious. Finally got attention from an experienced tech. Several who worked on our upgrade/install were clueless. All is good now.

Original tech arrived an hour before the installation appointment time and no one was home at the time, so he left. Had to wait another week for a tech to come by again. After the system was finally installed a week later I started having issues with the door sensors going online and offline multiple times a day. I've only had the service for a month and still having same problems with the door sensors.

It was difficult to write this review because so many good things happened, yet the end result seems to be the normal poor service you find with many businesses today after the fact. I want to start off by telling you my experience started off great. My installation technician was on time and very pleasant and professional. My system was a takeover system from Vinint which I had countless service issues with. Which was my primary reason you switching providers. The Protection 1 technician was able to get most of my system working properly but ran into a few snags. First and most important was a bedroom keypad that would not sync to the new console Protection 1 provided. They are capable from a hardware standpoint but require that both devices have the same firmware. The new console was on a newer firmware version in this case. The technician informed me the keypad could not be installed due to this issue. The technician was not able to update the firmware on the keypad as it required a special cable to do so. At that point I informed the technician that this bedroom keypad was a must as it allows me to monitor the home and children’s movements at night as well as serving as a panic option in case a break-in should occur while home. I went on to tell the technician I didn’t want to continue the install if the bedroom keypad wouldn’t work or I had to replace it due to their new console. The technical offered to call the installations manager to see if they could update the firmware of my panel as well as exploring other options. After a short conversation between the tech and the manager, the technician informed me they would replace the bedroom keypad with a new one. They went on to tell me they didn’t have the keypad in stock and would have to order one. They also said once it came in they would return and install it. I asked what would happen to the one I already had and was told its mine and do with it what I wish. They also agreed that upon returning to install the keypad (when it arrives) to finish up some odds and ends that needed to be done that they ran out of time to do. With this compromise I decided to move forward and install the system and sign the contract. A week later I called back and opened a service ticket to have the keypad installed. At this time I also listed all the other items that were “incomplete” that should have been done at the original install….several error codes, battery issues and additional devices not working properly (electronic door lock, garage opener module) all of which were promised to be taken care of on the second visit when the bedroom keypad came in. Well, my tickets were then closed with a simple message saying the battery on a relay needed to be replaced. My reaction to this….What battery? Why is this my issue? So I called in and informed them my ticket was closed with really no help at all. I have a maintenance agreement so why would I have to fix these issues myself? I had no issues with the Vivint system before they replaced it with theirs. I was then offered a service appoint to correct the issues. While still on the phone with the scheduling department, I reminded them about the keypad still owed so they could do everything at once and not need to make a separate trip. They agreed and scheduled the appointment. At this point I am no so confident I had done the right thing by signing before I was happy with the system but trusted they would keep their word. My salesman is very nice and the technicians have been very polite and trustworthy. So, my install day the technician shows up on time again. This time a different technician. This technician is just as polite and professional as the last. Almost immediately I asked about the keypad, because I really missed not having it. I was informed he knew nothing about it and didn’t have one. In the meantime (the week between install appointments) I had spent the extra money to buy the equipment needed to update my old keypad and upgraded the firmware myself. The technician was more than happy to pair it with the console and it worked. The technician also fixed the battery problem by simply using one of MY spare system batteries that supplies the entire system with back-up power in the event of an outage. The technician also replaced batteries in two motion detectors with my own batteries. This solved most of my issues. So as far as I was concerned, I am still owed a keypad. If not for their console upgrade, my keypad would have worked and would have cost me no money to have my original system operational. Because they promised a new keypad, I spent the extra money to upgrade mine so I would have two keypads and could install the extra at an additional location. I told this to the technician and he again called in to the installation manager. I was then told I might be charged an installation fee for the keypad. I took issue with this as it’s covered under my install fee (which I paid) since it was promised the day of install and had nothing to do with my equipment not working properly. They agreed to not charge me and said once again they would install it when it arrives. It’s now been 6 weeks since the second install and still no keypad. I called my sales man twice about it and get the “I’ll take care of it” but still nothing. The keypad retails for $99 on Amazon so it’s most likely less than $60 wholesale. It cost me that just to upgrade my old one due to the special cable required to upgrade the firmware. At this point I am sure I will never see that keypad and I can only have the opinion that they just don’t care now that they have a signed commitment and just figure I will forget or I will just end up buying one because I want it. Well, neither will happen. I won’t forget and its sad that this company will never get a contract renewal from me over a $100 (parts and labor) lie. If I wanted to be made promises not kept, I could have stayed with Vivint and never had any of these system issues in the first place. In all fairness, the monitoring is cheaper than Vivint, but that is only because it was all my own equipment and they only needed to provide a new console for branding reasons. In reality, I didn’t even need that because I already owned one that worked fine. Lesson learned, no matter how nice people are, make sure you get what is promised before signing anything. Now I will be angry every time I pay the bill because I am giving business to a company that didn't keep its promise. Who knows, maybe they will make it right. I gave them three stars for the technicians professionalism and for being prompt, but took away two stars for shady management.