Protection 1 Memphis

BUYER BEWARE!  COMPANY
DOES NOT HONOR SET TECHNICIAN APPOINTMENTS AND CUSTOMERS ARE REQUIRED TO WAIT
FOR A 5-HOUR WINDOW FROM NOON-5 ON A WEEKDAY, REPEATEDLY, UNTIL THEY FEEL LIKE
SHOWING UP. I set up a repair appointment and they did not show and now say
they cannot get to me for a week. On October 3 we experienced a power surge and
loss of power. As soon as the power was restored, I called Protection One to
alert them that the system was beeping continuously. They said unfortunately
they could not get a technician out on a Friday, and that the only remedy was
to completely power down the system. I was instructed how to remove one battery
and how to disconnect the power. We scheduled an appointment for Monday at 4:00
for a technician to see what is wrong with the system as it was sending out a
signal that another battery was having problems, but that it was a battery that
I, the consumer, could not remove. I spent some length of time talking with
Protection One and they also alerted me that as a long-time customer, they
would waive the fee for the service call. The representative even spoke to her
manager. I have been a customer since 2007. On Monday, I took 2 hours vacation
time from work to be home by 4:00 to meet the technician at Protection One's
convenience, since they could not come the Friday I called, nor Saturday, nor
Sunday. Upon arriving home, I called to check on the technician and was told
that he could not come out today and they were "sorry." There were no
appointments. TWO people set up this appointment on Friday. They offered me an
appointment during the hours of 12-5 on the next day. As I had just taken 2
vacation hours in order to meet them today, Monday, October 6, I cannot take 5
more hours this week to attempt to meet them again, especially given that
apparently there is no guarantee they will show up. I told them I could meet a
technician here by 6:00. They said they had no evening appointments. Saturday,
October 11, is the first time they can get to me. This will mean I am without
an alarm system for a week. The technician, manager, or president of the
company should work an extra few minutes after 5, as most of us have to do in
our jobs, and honor their original appointment out. I should not be out more
money due to time off due to their error. I should also not have to pay for a
service I am not receiving.
The company should honor the original appointment agreement
and come to my home at MY convenience, meaning at 6:00 pm. I tried to come at
their convenience, and it didn't work. Therefore, I feel it is their turn,
particularly since I am paying them not the other way round. I should also
receive a refund for services not used as each day rolls by during which they
have not fixed the system and the company should stand by its original
agreement to waive the service call fee.

Appointment was setup to come out 8/12/13 between 8 am and 12 pm.  They did not show up during the scheduled time period and when I called they said that it would have to be the next day since they were running behind.  They never called to say there was a problem, and if I had not called I would have not known that they were not coming.  The local office blamed it on the national office for not setting the appointment up with a technician.  Their internal problems should not be the customers problem.  Very poor customer service locally.  They did come the first thing the next morning and did the conversion, and a national representative did call in regard to an email I sent them.  Again the big issue is that I wasted a day waiting for a technician or a phone call that never happened.
In My answer above to the question would I use this provider again, I said yes since I have been with this company for 19 years and I have not had issues with them in the past.  This review is based on poor local customer service.

Since moving into our new home, we decided to use their services for our own personal security. We haven't had to use their services as of yet, but we feel good about them monitoring our home.

My wife handled the monthly payment to them, so I am sure what that is, but I can say the alarm was easy to set and if I have any questions, they are more than capable of answering them. They're really easy to talk to and quick to respond. We feel safe and comfortable at home and away from home.

We've used Protection One for the last nine years. We've had a bunch of false alarms and they call instantly. Once, when we didn't respond they called the police who were out here quickly. They're very attentive and helpful.

Protection One has been monitoring our alarm system for eight years. We had a few false alarms and they responded right away. They've also came out to inspect it and make sure that everything's working properly.