Starting on 11-23-08 I have been in a constant battle with an unresponsive Protection One. I noted when I accidentally set off my alarm that I received no call. So I called Protection One and they walked me through a test. Even though my system appeared to be operating correctly, they offered to send a tech out for $95. After much discussion, they agreed to do a line swing for free to ensure that the system was calling the right number.
Well after two trips by the tech and hours of wasted time, the tech determined that Protection One failed to obtain the correct codes to access the programming features of the system from the company they took over the contract from. Protection One offered to install a new system if I would sign a 3-year contract with them. Maybe it is just me but I am fairly sure that I am not required to pay for Protection One's failure to do the due diligence required to obtain all of the information required to operate my system from the previous company instead of just grabbing the contract for the money. The end point is that while it appears that my system is seizing the line, dialing the number, and sending information there is some reason that Protection One is not getting the information.
However, due to the fact that Protection One lacks the proper access code to enter the programming features of my system there is no way for them to diagnose the problem. So now, my house sits unprotected while Protection One admits that they cannot monitor any alarm event and they refused to cancel my contract which expires in May. They did offer to cancel my contract if I paid a cancellation fee.
Each day that I contacted Protection One they promised to call back each time and no one returned my call. Each time I got a different person to talk to (Linda, Judy, Sheryl, Kimberly, and Betty) and multiple miss quotes of what my contract requirements were.
Among them were the contract required that I return the equipment if I canceled my contract, the statement that my contract contained a cancellation fee, the statement that the contract I signed with Protection One required me to do certain things, when it was made clear that I had not signed a Protection One contract the statement that because I had paid Protection One in the past I was subject to all of the requirements of some other contract I had never seen, and the best one is the contract did not allow Protection One to cancel the contract.
The facts are that I signed a contract with another company in 1994. The contract stated that the equipment was indeed my property, there was no mention of a cancellation fee, a clear statement that the contract can be canceled by the customer or the current servicer of the contract if written notification of cancellation is provided at least 30-days before the renewal term ends.
I did eventually speak with Gary Chavis who was puzzled at my refusal to accept the new free system. Based on Protection One past history it was not going to be free. But Gary said he would send me all of the details on the free system to review. Well no details have been provided as of yet and I am forwarding this information to my attorney.
While I am not an alarm expert, a few minutes searching on the internet found a company that could essentially reformat the system to the factory settings and make it accessible to programming. I did mention this to Gary as to why this was not offer as a solution and of course lame excuses followed. However, it is my opinion that Protection One is only going to offer solutions that benefit them and judging from the numerous complaints I have seen, I am not the only one that shares that opinion.
If you are dealing with this company I would find a new company to service your home as soon as you can. I am a contractor. If I treated my customers like this I would be unemployed.
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