Protection 1 was founded in 1988 as an offshoot of the electric company Pacificorp. The company soon merged with Westar Energy and quickly became a popular security company.
The company operates home and business security services, including burglar alarms, video surveillance services, fire alarms, personal alarms, carbon monoxide, flood, and temperature alerts, as well as home automation services. The company has been sold several times over the years, and currently operates as a subsidiary of Prime Security Services Borrower, LLC.
In the early part of 2016, the company acquired one of the largest security service providers in the country, ADT Security Services for $42.00 per share, cash. Once the sale is complete, it is expected that all Protection 1 providers will be rebranded to the ADT name.
Protection 1
Protection 1 was founded in 1988 as an offshoot of the electric company Pacificorp. The company soon merged with Westar Energy and quickly became a popular security company.
The company operates home and business security services, including burglar alarms, video surveillance services, fire alarms, personal alarms, carbon monoxide, flood, and temperature alerts, as well as home automation services. The company has been sold several times over the years, and currently operates as a subsidiary of Prime Security Services Borrower, LLC.
In the early part of 2016, the company acquired one of the largest security service providers in the country, ADT Security Services for $42.00 per share, cash. Once the sale is complete, it is expected that all Protection 1 providers will be rebranded to the ADT name.
History
Since you were bought out by ADT your services have gone down the drain. It is common practice for your people to ignore long standing customers. I need help with a problem that started with the installation of Speco cameras, by Protection One. now I am on permanent IGNORE> NOT ACCEPTABLE>
I cancelled my account with Protection ! after 25 years. The last 5 years I experienced more and more billing errors. I cancelled effective August 31st 2018 and paid August bill in full. I had the new company install on Sept 1, 2018. I have emails confirming the cancel, acknowledging the payment. Mgr made an offer for lower rates if I would sign a new contract that she would email. I agreed to look at it but in the meantime, the cancellation was in force. The manager I spoke to never sent a new agreement, therefore the cancellation remained in tack.
I have been harassed with DAILY phone calls for over a year, at all hours of the day and night. I have spoken to several managers that looked up the account, apologized for the calls, agreed it was cancelled correctly and promised to stop the calls. They stop for a few weeks and begin again. I received one last week who said she would resolve it and call me back. Never called me back. Received a call just now from a very rude woman who said the calls would not stop. I am getting ready to inform law enforcement and an attorney to stop this craziness How can a company ask for payment for a service they did not provide! Protection One USED TO BE a great service. They went down hill the last years and have become a company who can not keep their accounts correct,
I WHOLE HEARTLY AGREE, I JUST HAD AN ARGUMENT WITH THEM TO DAY AND SAID MY ONE BILL WAS NOT PAID, AND I CALLED THEM A LIAR, I HAD THE CONFIRMATION NUMBER, I BEEN WITH THE FOR 30 YEARS.
What is current phone # for Corporate Office. 785.856.5500 is not a valid #
10.11.19
We just called and the number is good. Did you put a 1 in front of the area code?
After 20 years as a loyal, paying customer, we tried to move the service to our new home (6 miles away). Our experience at every level was and continues to be HORRIBLE. The current Corporate Marketing Modus Operandi is clearly “Bait and Switch” tactics. Methodologies used are in patent violation of TX Deceptive Trade practices. Tech Competency at most levels is absent, and Customer Service is a FOREIGN CONCEPT. We selected a replacement service and fully intend to pursue Every opportunity to submit formal Complaints. This level of ABUSE compiles us to pursue Any and All Legal remedies available.
We’ve been with P1 for 23 years and their alarm system had a major failure at our house a week ago and we had to power it down. P1 sent a tech out and had the audacity to charge us $320 . Do yourself a favor and if you are considering P1, run away and run away fast
They are absolutely useless trying to charge me because they’re checking into his job a month ago and now the alarm is going off waking me up every morning. This will not end nicely I’m going to rip it off the wall! So incompetent!
My advice to each of you harmed by this company is to contact your Federal Trade Commission and make a complaint and the contact your Department of Justice. This will begin the process of a Class Action Lawsuit.
Prior to obtaining services with this company also prior to the merger with Adt, i researched several companies each of the other businesses had contracts including Adt(3yrs)so i decided to go with this company because i was told that there were no contracts and that i could cancel at any time. Well to my surprise i decided to cancel and was hit with a $750 dollar cancellation fee and was told a fictitious contract existed via email that was E-Signed by me.I requested the contract be sent back to me because i never received nor e-signed the first one. This company is a sham! The FTC and Department of Justice will be getting the fake emailed contract and conversation had today. Can you say Class Action Lawsuit?
Wow!!
How can a company work like this. I’m in a similar situation with the sabe results ZERO! I’ve also tried to contact this Mr Wahl guy does he even exist,? Same issue they dont listen to you they make mistakes and the answers are sorry we dint know but you still have to pay….I dont even know why its called customer service
I am writing this because I have seen all of the issues. My company has a lot of accounts with this company. Customer service is terrible they constantly talk over you, they tell you that you have services that you don’t, they promise to make notes on your account but this never gets done no matter how many people you talk to. I have numerous occasions where I have them call me that my alarm is having trouble while I’m on the phone with the tech at the job site telling me everything is ok and properly operating. I have even called to have services performed at my different locations and customer service tells me it can not be scheduled for 10-30 days out. I have full maintenance service where they are to repair or replace but yet they still want to be paid for lack of ability to perform. I have had locations where the alarm is being taken over by the tenant and they would be responsible for the system then the alarm company would charge both for the alarm service this was a mess to clean up with them. I have even had this company cal me about no signal I called back immediately only to be told within seconds it had reset itself and was ok. I have had the company also not perform its quarterly maintenance service. I have also had this company perform it maintenance to only call me back the next day to only tell me the back up battery was dead then want to charge me a service call to replace the dead battery that they should have changed the day before. Even through I have preset rates for service calls I have had their customer service quote me a 1 hr service call could be $900 for the call. This company is famous for constantly changing your service call times. Dealing with this company is a hassle to deal with. The best thing to do is not resign their contracts they are to large to properly manage themselves.
Mr Whal don’t care about us it all about the money but national news will sure help him understand and that’s where I am going !!!!! Spent over 4 1/2 hrs on the phone to day when Representative Sky told me I was not trying to resolve the problem on my new DYI system I have spent two months trying to get to work I have a heart condition Vietnam vet 64 years old they almost killed me today Mr CEO if you have the balls to call me 318-423-XXXXX because u want answer a phone call see you on Fox News
So tired of every time I let a tech come to the house they screw up a problem I have and make it worse. Now I have no security system working at my house due to the last tech that was out but rest assure in his eyes it was fixed. I have proof idiot that you didn’t even attempt to arm the system to see if it was working.
Maybe someone high up on the chain will see this message and want to know what is going on with their company. You added ADT to your name which makes it even scarier.
Do not get security home protection from this company. Horrible customer service. I cannot get them to remove their equipment, techs have been out at least six times and not rectified. How many chances do they get? I have not activated my alarm for year because I keep getting false alarms and warnings. I don’t know what to do, the payment is taken out of my account for something I cannot use!!!
I have been with Protection One since 2002, and this is the poorest customer service I have ever seen from them, I don’t know if it has to do with the merge or what but it’s terrible, They stopped sending my bill to the house, and by the time I catch it I’m months behind forced to pay a large bill, I have contacted P.O. several times about this issue, they always assure me my bill is being sent, and apologize but it’s constantly happening and about sick of it. Please address this matter before you lose a loyal paying customer.
My company has been a customer for over 19 years. This is the first time that their service is the poorest They sold my company a Brivo system and now it needs a new key pad and they say that their supplier has not sent it to them. I have employees that can not even get into the office. Find out the key pad that is need to be replaced is not a Brivo that the company paid for some generic brand that you can buy on the internet for $25.00 and the Brivo pad cost over a $100.00. So my company sees it as a bate and switch. You can not even get them on the phone the support people say that they can not help and the local office gives me a run around. I like to know if Tim Whall their CEO could not get in what would happen. It seems that they do not care about their customers any more just dollars and cents.
I’ve been a Protection 1 customer 15 years plus. Two months ago my system began sending false alarms to your call center and local fire. I had schedule a rep to come out but he said he could not work on 110v systems. I scheduled a second tech which was a no show. Third tech called in route be had never scheduled an appointment. Fourth tech Larry came out identified possible problem with smoke detector but never heard back for follow up visit to thoroughly check system Tried to schedule follow-up call with Brian , scheduling manger, never heard back. Tried to leave Brian voicemails but could not because his voice mail is always full. Talked to Jenny today she confirmed appointment for Saturday 8a; we’ll see what happens. Mike Medina – Golden, CO
I just tried to use Protections One’s email system and all I got was “Unable to submit form – The “SendUsing” configuration value is invalid.”
I tried several times just today. Got the same message “unable to submit form as the “SendUsing” config is invalid. They are no longer accepting any email. I tried in several places on their website. You won’t get any email through. The complaints were prpbably rolling in faster than they could get to them. If you spend money for a stamp to mail the corp office a complaint, they will just toss it. They have enough paying customers that have not complained yet, to keep them sustained. If this company is not willing to solve the problems, it really is easy to move on.
Once again Protection One screwed this long time customer. Sincerely Mr. Brown.
Dear Owners and CEOs
I signed up for protection 1 when my husband was deploying overseas 4.5 years ago. I didn’t want to sign a 5 year contract but the sales man assured me that I could cancel the contract if we had to move on Military orders. Well that time has come and it has been an absolute nightmare trying to cancel my service. The first customer service rep said I would need to send a copy of our orders and could reply to his email. Well his email never came. So we contacted your company again after receiving a $455.99 bill. We emailed orders got a confirmation and heard nothing for over a month we thought it was taken care of…. We received another bill today from your collections department. I am completely disgusted with how your company handled this and I plan on contacting the news, BBB, and any place I can leave a negative review I will. Stating you do NOT SUPPORT THE MILITARY and scam and lie to military families. I will also contact the JAG law office on base because I think its against federal law that you won’t let us out of this contract when we have Military orders to move.
Tim Whall,
As a business owner myself it is unfortunate you (Mr. Whall) CEO/Owner of Protection1 cannot be reached at your corporate office or at the very least email. I have spoken to several of your staff and they cannot give me your point of contact. I do not want to waist my time regarding my complaint speaking to your non-helping non-caring staff members. My complaint will not be addressed effectively with your managers who simply don’t care. However, Mr. Whall as the owner of Protection1 hopefully, you can show the care and integrity needed for my complaint.
My complaint is regarding my veteran/elderly parents who have been paying your company for 17 years that is correct SEVENTEEN YEARS for alarm service in N.M. They were paying for 17 years $60 monthly for your alarm service you can do the math on how much they actually have paid you for this service. They couldn’t afford your ridiculously expensive Alarm Monitoring no longer and went with a less expensive service for $19.99 monthly. WOW! what a savings. Before they cancelled service with your company they asked if Protection1 can match this price, of course Protection1 did not and only offered them a few bucks off but tried to sell them more equipment.
I am disgusted and horrified to say that my parents have paid your company for seventeen years and was very loyal and your company was not loyal in return. You have taken advantage of this extremely loyal customers by providing them with outdated equipment-(one motion sensor and one outdated low model keypad to be exact.) Wow! They have paid you well over $12,000 dollars and this is what was installed in their home.
It was horrifying to also know that my parents contacted your company to notify them that their keypad was not working. The tech found the that their low model, outdated, used keypad buttons was not working and so your technician rigged the keypad to work. Their entire system is wireless. So your technician wired their old keypad that was not working (RF) keypad to a (6151 Standard keypad) and made holes in their closet to rig both of these hideous keypads together to make it work. So in other words a keypad was in their closet connected to the outside wall to the other keypad. Who puts a keypad in the closet?The technician should have put in a NEW Updated 6151 RF KEYPAD . I could not believe this is the type of work your company conducts for the price they have been paying. They also found out their provided Vista 10 panel was outdated and was never updated or replaced either.
When they tried to get alarm monitoring from the other company. They had to buy a New Panel, New Keypads, and had to repair the holes your techs left behind for their unnecessary keypads left in a closet for their rigged system. This was at a cost of $650.00 to update their equipment. If your company provided the new equipment when they were paying customers they wouldn’t have had to replace the outdated equipment and could have started alarm monitoring immediately.
Is this how Protection1 operates by leaving the home owners outdated, used, equipment with a rigged system so the customers are forced to stay with Protection1 for Monitoring? I want this answered and I also want you to reimburse my parents $650.00 for the equipment they had to purchase that should have been given to them with their 17 years of payments. Mr. Whall CEO of Protection1 $650.00 from the $12,000 that my parents paid your company is a fraction of what is owed to them. The average Alarm Monitoring Service in NM is $20 for basic alarm monitoring because that is the system they had a landline-basic alarm system and Protection1 charged them 3 times the amount of the average alarm monitoring price in NM. Protection1 never lowered the price for their 17 years of loyal service.
The homeowners have allowed me to speak for them. You can confirm this with the Home Owners their account #.I would like a response via email only for records. I also want this forwarded to the CEO Mr. Whall I am sure you can contact him. I also have photos and video of the rigged alarm system that was installed by your company Protection1. I hope that you will answer my complaint and give back what is owed and that you live up to your promise you advertise.
Again, all we are asking at this time is to be reimbursed for the equipment that needed to be installed for $650.00.
My email essilva_777 at hotmail.com
You can reach me at this email to obtain the customers information
Dear CEO Tim Whall,
You will be receiving a copy of a letter to your collections department detailing the many interactions we have TRIED to have with Protection One regarding a fee for closing our account. We chose to close our account after being with the company for more than 20 years. We were told that we had to pay $750 fee for early closing.
We have called, emailed and mailed your company; all to no avail. We keep receiving automated phone calls and form letters saying that your company closed our account due to lack of payment, when WE were the ones to close the account. If this is how your company chooses to treat good customers who paid their bills faithfully for 20 years, I shudder to think of how you treat the not-so-good ones.
Please reply to us promptly and personally. Thank you.
I have been trying to reach Mr. Wahl since last year. I’m living a nightmare with Protection 1. I want to speak with someone other than Rosa?
Hello Carol, I am currently going through the same process, after notifying Protection one, and after my move to another state. They said it would be seamless but in fact wanted to charge me an additional $150.00 . At that time living on a pension and having called ahead of time to insure the bill would be the same, I was forced tc close my account. I have been harrassed ever since telling me I was on contract and when asked to submit that contract to me. I have received nothing. I spoke with customer service and they gave me a discount from 725.00 to 504.00. Still I am on the phone requesting a copy of this so called contract . I am hoping to get this thing out of the way, being a loyal customer to this outdated company as far as offering competitive pricing means nothing.
I am a former employee of Protection One and have left numerous messages with your Human Resource department to contact me in regarding to obtaining my check stub during my time of employment. Why have my request gone unanswered?
I had a appointment scheduled 3/21/2017 no one ever showed up nor was anyone going to call to tell me this. I called several times and got different excuses. Even a male, at the branch first tried to tell me I didn’t have a appointment, then said he can’t do anything about it, I will just have to reschedule. So you took my money for install, but you won’t send someone to install on the day you scheduled. They are very unprofessional. Install ticket# 170333789. Very unhappy with customer service and branch customer service. I was put on hold forever, then they tell me no one can talk to me at the moment they have to email them.
See above
See above complaint.
This is compliant. Acct 955087531. Since July and a change of my keypad that I was told was required I have been receiving almost daily calls because when a test is done at home office it does not communicate. I’ve had two techs come out and system is still not fixed. On top of that they charged me a service call when that messed up a perfectly working system. I refuse to pay for monitoring that apparently has not been working properly since July. Tell whomever to stop calling my cell and others contacts I have listed. What are you going to do about this ongoing situation? This message is for Mr. Whall, CEO.