Protection 1 thrives off its customer service reputation but falls short on equipment and price because of its high equipment costs and limited warranty policy.
Protection 1 Review: Finding Success Through Customer Service
December 13, 2017
Editor’s Note
Protection 1 was purchased by ADT in 2016. We will no longer be updating this post with new information and instead, encourage new customers to read our ADT review. If you are an existing Protection 1 customer, your monitoring service is now covered by ADT monitoring.
Our rating:
3.0 out of 5.0
3.0
4.0
2.52.5
3.03.0Protection 1 pros and cons
Pros
Great customer service reputation- Industry experience
- Professional installation available
- New self-install optiont
Cons
Limited equipment warranty- No DIY installation
- High monitoring and equipment costs
- Aggressive sales tactics
- Costs more for professional install
Protection 1 offers professionally monitored security systems for both business and home owners and has been one of the nation’s largest providers of home security since 1988. We took a look at what makes Protection 1 so successful—hint: it's the customer service—and uncovered a few roadblocks as well. We’ll let you in on pricing, equipment offers, and what customers have to say so that you can decide whether Protection 1 is right for you.
What separates Protection 1 from the competition?
Protection 1 customer service is renowned across the industry, and it’s the only large-scale home security company with an A+ BBB rating that still uses door-to-door sales tactics, which is pretty incredible considering the negative stigma around door-to-door security sales these days.
How much do Protection 1 packages cost?
You can save almost $15 a month if you install the system yourself by choosing the Self-Install package, but it’s nice to know that professional installation is available if you need it—even if it’s more money. Also, if you want features like home automation or video access, you’ll have to step up into a professionally installed monitoring package, which will cost more because of both the added features and the installation cost.
Protection1 package cost comparison
| Package | Self-Install | Secure | Secure+ | Smart Control | Video |
|---|---|---|---|---|---|
| Price | $21.49/mo. | $34.99/mo | $44.99/mo. | $49.99/mo. | $54.99/mo. |
| Contract length | 36 months | 36 months | 36 months | 36 months | 36 months |
Equipment options and features
Protection 1 offers five different package options, including a Self-Install package, which is basically the same as the Secure+ option but with DIY installation. We recommend upgrading to the Secure+ option or better because it uses cellular monitoring, which is safer than either a broadband or landline connection since your system cannot be disconnected from the monitoring center by cutting your phone line or internet cable.
Protection1 features comparison
| Package |  No | No | No | No | No |
|---|---|---|---|---|---|
| Cellular monitoring |  Yes | No | Yes | Yes | Yes |
| Intrusion protection | Yes | Yes | Yes | Yes | Yes |
| 2-way voice | Yes | No | Yes | Yes | Yes |
| Environmental sensors | Yes | Yes | Yes | Yes | Yes |
| Panic button | Yes | Yes | Yes | Yes | Yes |
| Monitored fire and CO detector | Yes | Yes | Yes | Yes | Yes |
| Mobile control | No | No | No | Yes | Yes |
| Home automation | No | No | No | No | No |
| Video | No | No | No | No | Yes |
What Protection 1 customers are saying
Most customers were impressed by Protection 1’s customer service and sales representatives and mentioned that the Self-Install package was easy to install. Those who had complaints mainly cited inconsistencies between Protection 1’s customer service, sales, and installation teams. Some information was different depending on who the customer was speaking to, so make sure to double- and even triple-check that you’re getting accurate information before signing.
Positive reviews
"When I purchased my own home after my ex and I divorced I didn't waste time contacting other residential alarm companies. Instead I went right to Protection1 with whom my ex and I had been for over 10-years (and she remains with them).
We've always had excellent service... the system operating as it should. And the customer service has always been exceptional. Short if any wait times... polite, courteous and helpful personnel. Just a pleasure to work with.
If I had any complaints it would be, actually, for my ex who has a panel that is original. It would seem the company would want folks using such older equipment to update/upgrade to the latest and greatest touch panels, etc. It seems to me they should push this out to the customer base. - Mark A., March 18, 2017, trustpilot.com
I love it ! For the first time in years, I can sleep in my bed and not on the couch because of the fear of someone coming into my home and causing harm to my grandsons who live with me. It was very easy to install." - Carla Lewis, March 21, 2017, trustpilot.com
Negative reviews
"The sales rep and the technician told me I would need completely different things. The sales rep also told me installation would take 2 hours, but it took 5, which created problems with appointments I had scheduled during the day. The technician told me things about the ap and the warranty that differed from what a customer service rep told me on the phone when I later called with questions. Due to damage during installation, I had to have an electrician make repairs, which Protection1 said they would pay for. It has been 3 and a half weeks since I submitted my receipt and I have not gotten confirmation that my refund is being sent. This is absolutely unacceptable." - Erica, March 20, 2017, trustpilot.com
Do we recommend Protection 1?
Protection 1 is not for everybody. But if you’re looking for a renowned home security company with great customer service and don’t mind paying a little more up front for additional features and installation, Protection 1 is a solid choice to protect your home. We recommend the Secure+ package or higher so you get cellular monitoring. It’s worth the upgrade.
Are you a Protection 1 customer? Your monthly monitoring may have changed due to ADT’s purchase of Protection 1. Read our full ADT review to find out more.
Protection 1 is a predictor of the elderly! My parents have been paying for services they don’t even have for 18 months. They don’t have Internet or a smart phone but yet their paying nearly $50 a month for virtually crap equipment. Oh and they’ve already had to have their battery replaced too, what was that I read on a 5 year battery life? My dad had a stroke and mom has dimensia and we got the cancellation bill everyone is talking about! This is a letter I just sent to Protestion 1…..beware is all I can tell you about this company!!!
My elderly parents (in their 80,s) received a cancellation bill from your company for nearly $800. My father had just had a stroke and my mother has dimensia so I’m trying to figure this out. Dad had checked with another security company that was going to be 1/2 the price and was go into cancel until he was told he would have to pay the cancellation fee but it appears his system was cut off anyways without notice and the bill was sent! I called and talked to Elizabeth and she said she would wave the cancellation fee and get the service turned back on and gets the rates down for use but couldn’t adjust the rates until she had someone come out to check the system. I had that done and she was supposed to call me back the following Monday…..on Wednesday she called and offered to lower the rate $5 a month from $48.95 to $44.95, us that $5? That was not the impression she had given me as to the rate reduction when we spoke before so I felt like she was trying to take me for the same ride y’all have taken my parents on. THEN when I told her that was hardly the rate reduction I was looking for she offered a rate of $39.95 a month WITH a new 5 year contract! REALLY?!?! Come to find out my parents have been paying for a bunch of crap they don’t even have access to concidering they don’t have Internet or a smart phone! I feel like y’all are predators of the elderly. I plan to go far and wide with the way my elderly parents have been taken advantage of by your company or ADT which ever name you choose to use today. This has been a most sickening experience and you have trained all your people well to just give enough information to screw them the hardest. Social media can be a very powerful tool these days but it looks like your ratings are already pretty dang low. What kind of customer service do you have? What a disappointment you are!!!!
Protection 1’s operators on the phone are kind and helpful. But heaven
forbid you have to deal with your local office. Our local office
installed new equipment which damaged our home. The “service” manger was
rude and uncomfortably aggressive. Our home was left unsecured for
weeks because of faulty install… The local office’s general manager
promised to resolve the situation– including keeping the aggressive
service manger away from our account information because we did not feel
safe. He did not. Two months later we are still dealing with the
backlash from the terrible customer care at the local level. The one
star I give for the national office and their efforts to help. But
months later there is not a resolution and I have spent countless hours
waiting on hold. Speaking with their representatives. We just want our
account closed and are hoping the weird manager doesn’t have our private
information.
I had home security services through a company that was brought out by Protection 1. I was very pleased with the customer service I received from the previous company.. For the past 2 days I have had extremely unpleasant conversations with 3 different individuals at Protection 1 and they were all more concerned with what the message they wanted to relay to me then my concerns and displeasure with their actions. The issue involved an electrician from Protection 1 showing up at my elderly Mother’s home unscheduled and unannounced. The concern and request that I asked is that I (the account holder) be contacted prior to anyone going out to her home so I can inform her of that.they will be coming. There are too many “nutcases” going around presenting as services persons in order to get into elderly people’s homes and intending on harming, robbing or even murdering them. My Mother’s home is a secondary location on the account. All I asked is for notation to be put on the account in their system so that I am called prior to any visits to her home are made. All 3 of the services persons continued to defend the company’s actions by explaining how urgent it was to get the upgrades completed. NO COMPASSION and total disregard for my feeling and concerns.
Almost exact same problem as Erich had. Called because the system needed batteries, $25 to send a tech $45-75 to replace the batteries. Then $750 to cancel the contract (which I think is self renewing) They don’t stand behind their equipment. We have had this service for many years. Never heard from the company in all that time. We will end the service at the end of the contract. DO NOT USE Protection 1.
I just signed up with Protection One yesterday and I’m waiting for the install next week. If I understand correctly, the service fee is $25 and a battery for your system is $45-75 after several years of service? I read where their battery life is 5 years.
I actually think that’s very reasonable compared to my current company that I’m leaving after 18 years. I had a motion detector replaced with a DSC LC100 pet friendly sensor (a $15.32 part) and my bill was $200.00. The company I’m leaving charges minimum $90.00 to come out and $90.00 an hour for labor which apparently includes their drive time. I know when they replaced my battery it was a similar bill as the large rechargeable battery was nearly $100.00 in of itself plus their minimum labor rate of $90.00.
I just read my original paperwork from the company I’ve been with (SECURE) since 11/2/98, and it says, “Scheduled On-Site System Inspections” (at least annually) and they have never contacted me to inspect anything. In fact, anytime I’ve contacted them they have told me it would be $90.00 to respond to my home. STUPID ME for staying with SECURE. I feel like a fool. Hopefully this will make you feel a little better about your $70.00 to maybe $100.00 charge for a service call and new battery after several years. A $25.00 trip charge looks very appealing to me when compared to what I’ve been use to dealing with.
My company was with Protection 1 for 6 years. Not one time did anyone ever come out to do service. When we started having problems with the alarm, still no one came out. Then when we had enough and switched services, we received two more bills AFTER THAT DATE. Do not waste your time or your trust with these people. Especially avoid Melissa, Eric, and Rick in the customer service department.
P.S. When Protection 1 sent their technician to pick up the equipment that was here (the only time they came here since the installation), the P1 Tech complemented us on the new panel we had had installed by their competition.