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LiveWatch Home Security (now Brinks Home Security) is a subsidiary of Moni, home security systems and offers competitively priced home security and monitoring systems. They have a shorter 12-month contract than most others in the industry and support the newest smart home technologies like Z-Wave and Alarm.com. They have a few negatives from customers -- such as issues getting helpful customer service and issues around scalability, but that said, customers like what they are doing overall.
Protect America has a lot going for it with over 20 years of experience in the industry, no up-front equipment costs, and locked in monthly pricing. They integrate with smart home technologies, like Z-Wave and Amazon Alexa, while having good reviews from experts as well. There are some points that they don't do as well -- like have high monthly pricing, they aren't as transparent on their website, and some customers have reported that the cancellation experience is difficult.
Protect America: 8.6/10
Protect America: 8.3/10
Protect America: 8.9/10
Protect America: 8.9/10
We love our Brinks security system. We have not had any problems with them or the alarm. I feel comfortable knowing they are watching our home. We will continue to use Brinks Security. Would recommend them.View More Reviews
After doing research on the net and reading reviews I decided to contact LiveWatch to get a security system for our second home. I found them to be really knowledgeable and very friendly. They shipped me a system that arrived two days later and set up a time for an activation call. The activation call is not only to activate your system but for them to help you with any issues you had installing the system.
The system was simple to set up and only took about 30 minutes to install everything ( putting sensors on windows,doors, motion,etc). Their equipment is very modern with touch screen and can be accessed via smartphone if you desire. After installing the system in our second home I was so impressed with LiveWatch customer support that I decided to replace our aging system in our primary house.
Their contract is month to month so not expensive lock in .
The customer service is first rate and I highly recommend these folks.
It hurts when you have to cancel service with a business you have zero complaints about. After researching a number of home security systems last year, I chose LiveWatch Security b/c of their pricing and service options. I haven't been disappointed at all. Their customer service is great (knowledgeable, prompt, professional and friendly) and I had zero problems with the security system - and cancellation happened without any hassle. The only reason I'm canceling my service is because I'm moving to a new home that won't require another layer of home security. But, as I told the customer service guy today - if I require the service in the future, LiveWatch will be the first company I contact.
I've been so pleased with our security system! It started with our sales security expert named Tim H. He was wonderful and answered my million questions. He was very patient and helpful. Then when we activated the guy who helped us was fabulous. We had a few issues and he took all the time we needed to feel comfortable with the system. We have had the system over a month and love it. Easy to use and makes us feel secure and comfortable. Thank you Livewatch!
We've had this security unit for 12 years, but Brinks just took over last month. I first got the unit because it was cheaper at the time. And it still is. I had to get them lowered a couple of years ago. The security equipment has been excellent. There was a time I accidentally opened the door and was not able to get the alarm turned off in time. The response time was good. I would recommend Brinks because I've had good service out of it.
This is the worst customer service I have ever seen. They made me signed the contract by showing some free junk and one of it is SkyBell doorbell. It stopped working in 3 months and their support team went over and over again several times before they send technician. Finally the technician discovered it as defective unit and send report to Brinks for replacement.
We had an alarm installed (incorrectly) from Moni in September of 2017. We had to have sensors moved and replaced several times. We purchased new windows, and 2 weeks prior to the installation tried to schedule a Moni tech to remove sensors, and reset when windows were done. They refused. Told me to just take them off, and put them back on with double-sided tape. Sensors were damaged in removal, and I have been trying to get someone from Moni (now Brinks), since February. No luck. Impossible to get anyone on the phone that has any understanding or authority to help me. Why pay the monthly bill?
I renewed my contract with Moni and then they transferred over to Brinks. During the process, I had gotten an email on the 26th saying they were going to Brinks. I asked what that meant and they said that Brinks is taking ‘em over and that they’re selling out to Brinks. I asked if it was still gonna be the same service and I was told yes. However, it wasn’t. Some of the costs have gone up from what they originally stated to me. Before, when I called and the guard the came out, it cost 20 bucks. They sent out a guard about a month ago and I sent a check to them, but they said they haven’t received it. It was for $40 and now they’re trying to charge me $45. I thought it was quite expensive to send a guard out.
I purchased a contract through Moni Security, which was just bought over by Brinks Security. I was stupid enough to get sucked into a 5 year contract for a lower payment. From the first couple of weeks and thereafter, I have had no end of grief. I was quoted a price of 53.00 with a video bell, the bell worked for a short time, then stopped working. After months of calling, they wanted me to pay to fix the doorbell which was an issue from the beginning. After many phone calls, they sent a technician who said the doorbell was defective and replaced it without another video doorbell which also worked for a short time and went out.
I originally signed up with Point Security which was taken over by Monitronics, then taken over by Brinks. I did not want to go with Brinks security because I had them before and was not pleased with them then. That is why I got a smaller company, so I wouldn't have to worry about dealing with a big company that could care less about their customers. Now, I have been told that Brinks has taken over the company and the only way out of the contract is to pay it off completely! I waited on the phone one day for 30 minutes to get transferred around and then hung up on.
We signed up with Monitronics Security about 6 years ago. We have had the system turned off during that time more than it has been on. Problems with batteries going low and continuous "beeping noises". I continued with the system until March 1 of this year. March 1, I contacted Monitronics to cancel the system. I was offered several options to continue the service. I said "no" to every one, letting the person know I don't want the system. If I changed my mind, I would contact them.
I called Brinks when I noticed my bill had doubled. They said they would lower my bill back to where it was before Brinks bought out Moni who was my old security company. Today I get a letter from Brinks stating I had agreed to extend my contract another 38 months. I MOST CERTAINLY DID NOT!!! I never was told anything about having agreed to another contract. I told them I had sold my house and would be closing on September 17th, 2018. We would be moving. I called them to cancel my service and they said they would lower my bill. This letter I received is the first I'm hearing about a new contract. Now you best believe I'm going to cancel my service. I hope that call was recorded. Because the word contract was never discussed. How can they do this without my consent?
Just wanted to set up an online account, so can pay our bills on time, but as we tried to set up, it says you already have one, which we don't, it is brand new account. Started in June. Called the person who signed the contract with us, and set this account up, said she can not help, and we can not find anybody to help, so the bills were late last month, and will be late this month, because they are not mailing it by post, sending it by email, but there is no way we can pay. Lazy people! So frustrated!
DISHONEST - BEWARE! I agreed to a 1 year contract, cheated into 3 year contract without my knowledge! Brinks won't budge! 2 years ago, Monitronics came to my door sold me an amazing deal on an alarm system, the rep walked away leaving a flyer and he wrote no contract, monthly 19.99. I get mail a few days later saying I need to sign a 3 year contract and it's $75/mo. I said no. So we negotiated, I shopped around, we settled on 1 year contract, at $50/mo, no upfront costs, alarm system was complimentary. I felt that was fair.
I have been with Moni now Brinks for the last 3 years, and haven’t had to much trouble with them but renewed my contract this year due to the increase. I wish I hadn’t because ever since, I’ve had more false alarms in the middle of the night and now this fire alarm went off at least 5 times this morning and my screaming granddaughter was terrified. When a customer service person called my phone, he didn’t help. He just put me on hold and another person would answer and I’d have to repeat the same thing while the piercing noise continued.
I've had Moni (now Brinks) for almost 2 years. I signed a 3 year contract with them that guaranteed a specific rate for those 3 years. I assumed they would stick to the rate, so I wasn't really paying attention to how much they were auto debiting each month. Today while checking my bills I noticed that the rate seemed off, so I compared it to what my contract had and sure enough they are overcharging me. Within the first 6 months of the contract they began to charge me beyond the rate I agreed to. I was never notified of any price increase. It even says in the fine print that if the price changes then I am allowed to exit the contract.
I have had the absolute worst experience with this company. I initially joined up with Monitronics back in 2016, because there was a system set up at my house. I had a couple door locks added and paid on time every month like a good customer. I had so many issues with the service from the alarm not turning on, to failing door locks, to rude customer service, to the equipment shorting out my electricity by tripping my breaker box. When my contract expired in 2018, I called in to cancel my service after my two year term and they said it would be shut down. Then I got a bill. I called them to see what it was about and they said they sent me a cancellation email but it went to the wrong address and they said they apologized and would send another.
One year ago my family had a home alarm system by Monitronics installed. The services were good for a while and later off and on the system started having signal failure issues. We contacted the customer support number listed on our mobile app, and this has been the worst nightmare EVER! For starters the customer support is unprofessional, when you ask to speak to a manager you are denied the request. My family is so unhappy with this service now Brinks Home Security and want out of this contract. We are told you have to pay the full amount upfront before you can cancel. This was not told to us 2 days ago after spending 2 hours on the phone, cold transferred to the wrong dept, and back again to square 1. I hate the day Moni (Brinks) came into our LIVES!!!
The customer service was absolutely terrible. I ordered Brinks Home Security monitoring service with a nest secure system. When the system was delivered 2 days late I plugged it in as instructed but was unable to activate the account. After being on the phone with customer service and technical support for nearly 5 hours I finally discovered that the nest secure system wouldn't work because we do not have T-Mobile cell service coverage in our area. No one during the ordering process confirmed that the service would work.
I would give this company zero Stars if I could. When I first joined in the salesman came to my home. He informed me that I would be signing a 12-month contract for my home security. It is very unfortunate for me that I failed to read the fine print because I unknowingly signed a five-year contract rather than a 12-month contract. When I called a year ago to get my rate reduced since I was paying almost $50 a month for a service that I really wasn't even using because I never actually armed my stupid security system in the first place they never informed me that I was still under contract and offered to meet the price of the company I had threatened to switch to if I continued with a 12 month contract.
We signed up with Monitronics home security 3 years ago. We recently had a baby and are having to cut down on our expenses. We decided to get rid of our home security system especially due to the rate increase. My husband called to cancel since we were told when we signed up we could cancel without penalty. It turns out we signed a 5 year contract and the only way to get out of it is to pay it off. So now we are stuck with an alarm system we can't afford for 2 more years! I never would have signed a 5 year contract under these conditions. I feel like the salesman who sold us the system was dishonest so now we are stuck with a new company for 2 more years. I would pay an early termination fee but paying off our contract to cancel service is ridiculous. I will not be recommending this company to anyone. I am very dissatisfied and feel like we were lied to.
I told the representative that I would not sign a 36 month contract and to cancel everything we had spoken about. After three or so phone calls the first day I was assured that if he couldn’t give me a month-to-month that everything would be canceled. I returned from vacation to find that I had been charged for something I did not want and spent the next three days trying to find someone to actually pick up a phone and help me. I will never be back as a customer. I loved LiveWatch but it’s not even close to the same now.
I had been with MONI for more than 10 years and was considering canceling when I moved. I called MONI to tell them I was moving and they offered to install equipment at my new home for $199 and continue the rate I had been paying with a new five-year contract. I agreed and it has been nothing but grief since! They have tried to bill me $600 for install repeatedly and on top of that my monthly monitoring rate increased. I didn't know at the time I had called that they had recently increased my rate. I had assumed the rate they quoted me was including tax. After numerous phone calls, I think I have the install price straightened out but am stuck with the increased rate for a 5 year contract. Plan on telling them where to go once my contract is up.
Originally contracted with Monitronics years ago. Was never notified that Brinks took over the company. Have been trying to cancel my services for several weeks. Every time I call the representative says they're sending an email that I should receive within a "week." Really? An email should arrive in seconds, not days. Needless to say, Brinks has not sent any email with instructions for terminating my account, despite repeat calls and verification of my email address.
When I think of home security, smoke and fire protection is essential. Seems the dirty little secret these days is that the new systems that are digitally based as opposed to the older analog systems cannot handle the signals from smoke and fire alarms, and thus are not included in the popular promotional packages.
We signed up when the company was Monitronics, the sensors are literally stuck on to the windows with cheap adhesive. I’ve had police officers tell me, "In the event of an actual emergency please just call us 'cause this takes too long," but still kept it until recently when it came to light that even after calling them to update with new bank account information they continued attempting to debit the old account while still pulling the payment from the new account. This resulted in bank fees to the tune of 700 dollars on an account that should have never been debited... When I spoke with their customer service rep all she would say was "well we refunded a 25 dollar fee." But then you guys continued to try to use the same account I told you was no longer valid 30 more times. Awful customer service, awful billing practices. Never again will I use Brinks and I'll make sure every military family I know, knows not to use them as well.
Total imbeciles. They installed another Security Camera. No issue, except Bozo put the WiFi signal connection near the garage door opener. Oh what fun... The garage door opens at all times day and night...and the camera can’t connect because the WiFi is communicating with the garage door. I paid the Garage Door Company thinking maybe there was an issue, yet nope it’s Stinky Brinks and they want to charge me to repair their issue. I never had an issue with Moni...nor ADT before. Brinks stinks! The cust Service Person, "You’re bothering me because you aren’t happy". Well Kim, I’m not but you shouldn’t have a job. Value... It doesn’t work. It malfunctions. It sucks, Installation... Lousy... Monitronics knew what they were doing. These bozos were lousy. Nice but didn’t know a thing.
My unit went out and I called on a Friday, they scheduled a contract company to come on the following Thursday. The contractor stated my unit is on backorder until sometime in September hopefully. I am by myself all night and husband works midnights, I informed brinks that I needed a system within a week preferably. They stated my sensors only go with my existing unit so they can’t do that. Stated I will have to wait. I am disturbed that the company’s sole purpose is to provide security, yet they are with letting me go a minimum of 3 weeks without a security system. I am very disappointed on how this was handled. I started with NorthStar then Moni bought them, then Brinks now own them. Sad to see these small companies that go above and beyond being bought out by huge companies that see its customers as a number and not a priority.
Warning to all considering LiveWatch
A year ago I thought LiveWatch would be a good system for a home I was having construction work done on. The no contract seemed appealing- or so I thought. Things happened with my job to keep me away from being there to set it up. I repeatedly got called with appointments being scheduled for me, and I repeatedly told them no... I'm not there, I don't know when I will be. I'm away from my home state sometimes months at a time. The calls and emails kept coming until I blew up and demanded they cease calling. I was told I "had" to have an appointment and they'd just push it out a couple of months. No that's not ok. Don't call me , I'll call you. Finally they did listen to me... that is- for a while.
Fast forward one year and boom back to the barrage of numerous calls and emails with appointments being set for me- guess what - NO I'm still not in the same state so there will be no set up. Because of the harassment of numerous emails and calls I want NOTHING to do with this company. I blocked their number and they still manage to get through.
I am at the point of having a lawyer send them a letter to cease and desist.
Nobody likes being badgered like that.
This company's tactics are horrible.
I was originally excited to get this system. From all fronts everything looked and sounded great! No contract so that made it even better. However, the equipment stop functioning properly after 1 week. Two calls to customer service, having to wait for a response via email, and still no fix. I ended up going with Blink, a much easier system to install with zero issues. Advice for the company: improve your customer service response time and please try to get it right thr first time for your future customers.
this is a disguisting company. they call me 100 times per day in spite of asking them not to call. stay away from this desperate for business, unprofessional company
I was sent incorrect equipment and they missed 2 activation calls to me. I am returning system. They promise you everything but outside of the sales line it is impossible to get hold of anyone.
I am in customer service and sales there for I am not one to leave a negative review as I know the true impact; yet here I am. There is a problem when you clearly tell a company what you would like from them and they repeatedly tell you that they can provide those services. In the case of livewatch they have a lot of problems. It is very simple and easy in business to just come out and admit when you do not have the services that your customer is asking for instead of trying to sell them on services they do not want. I personally spoke with multiple managers that work for this company and not one of them is able to provide the services they all spoke of. Apparently the largest growing county in the United States last year is not a metropolitan area in which they have any services within 75 miles. Do yourself, your friends, and your family a service and avoid doing business with them at all costs. There are too many other more reputable companies that can actually provide proper service. To think I left my house unprotected for an extended time to let them try and work out a solution. Yet I call a reputable company in I have a system installed within a couple days. I could go on and on why this company does not deserve an A+ rating but will leave it at this. When it comes down to it would you trust your families life or your own with a company that can not deliver on its promises??
I, ALONG WITH 99% OF THOSE LEAVING A REVIEW, HAVE HAD THE WORST EXPERIENCE WITH MONI/BRINKS. I was a VERY SATISFIED ADT customer, who was sold a MONI contract, by a very charismatic, deceiving 3rd party contractor. Unfortunately I fell for it, only because he was "local", and it was less expensive. I have been experiencing false alarms, the inability to connect with customer service and when I do get thru, have been put on hold for over an HOUR, (ESPECIALLY during the weekend and off hours) when those alarms went off, an INCREASED monthly payment which is higher than I contracted for, the inability to contact the third party contractor, which MONI stated I was "married to for a year", etc.
This is the first time I have had home security. I purchased this after a package was stolen from my front porch. The most important thing to me was the video camera. Well, they sold me an inside camera that they said would work through my front window to look at my porch. WRONG!!!! The reflection from the glass and the sunlight cause the camera to record everything BUT people coming up to the porch. After calling support and having them look at how the camera was seeing things, they said I needed an outside camera. So, I had to pay someone $150 to install the camera outside above the porch. The camera worked fine for a few days, then my internet service provider said I needed a new modem because the one I had was a known problem. When I switched it out, my camera no longer worked. I called support again, and they said I had to reset the camera. But I had to wait until someone could bring a ladder and reach the button to reset it. So, after it was reset (according to the directions on the site), the camera was not seen. I tried to call support while there was still someone here who could do whatever needed to be done to get this working. After being on hold forever, a recording said I had to leave a message. I got an email response TWO DAYS LATER!!! Of course, there was no one here to help at that time. I tried to log in to give it another try today, hoping that somehow the camera would be seen. I can't even log into the site! I opened the chat, but have been waiting for over 20 minutes for someone to chat with. I am going to cancel my account. Customer service is horrible!!! I've not had to rely on them for any emergencies, but I can't imagine they would be any better at that than they are with their customer service. Not worth the money or the trouble.
So all companies may fall short from time to time and I really did try to give Brinks a chance to make things right and in the end they lied soooo many time and get Money even though I canceled 3 days after activating. They sent me the wrong equipment and had to send an additional shipment and required me to send back the wrong equipment they sent. They said 15 minutes to self installed-I was on the phone for 3 hours-I am a very computer savvy. When the system was armed for the 1st time at 10pm-the motion detectors went off at 12am-scared the hell out of us. We look around the house saw nothing, laid in bed scared then they went off again at 2am. I turned off the panel-nothing there!
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Tarik is one of the best Customer Reps I have ever dealt with. He assisted me in programming two keyless remotes and assuring that my current one worked. He also helped me access my online account. He was professional, understanding and very patient with this 73 year old. He was also persistent and continued to try to figure out what was going on when I was ready to give up. Thank you for the opportunity to interact with him.View More Reviews
I am completely satisfied with the customer service received today in addition to the contractual agreement through Protect America. I look forward to building a positive business relationship with such a reputable company. My customer service Inside Sales Rep, Devin, was professional, courteous, patient and knowledgeable about the security offerings. He actually sold me on the security package because of how he handled the initial inquiry, follow through, and final process.
Shawn was my salesmen and he was a complete gentleman. He went out of his way to show good customer support. I feel that there is a genuine interest to be customer service oriented which is really good. Makes you feel like you matter.
That was the best sales experience I have had in a long time--maybe ever! Jonathan handled our questions in an honest and detailed way. He was a real pleasure to work with. We appreciated him being patient with our questions, personable in sharing little bits of his own life, and hardworking when it came to finding the package and plan that would be the best fit for us. Thanks to Jonathan and Protect America!
Tre was extremely helpful. He answered all of my questions and didn't talk over me. People like him are the reason I do business with your company. I will continue to use you as my alarm company as long as the customer service remains this professional.
I want to thank Bergen for the excellent customer service. He was helpful, detailed, clear in his explanations, concise in his descriptions, and fun to work with. I think I will like the system that Protect America provides. I have worked with ADT and other security companies. Your company seems like a company that has personal relationships with their customers. Thank you.
I am not a Protect America customer yet but I must say Errol the salesperson did a great job trying to sell me a system. He was very attentive to my needs and patient to answer all my questions and tried to work up a great deal for me. I just wasn't ready to make a decision. I wanted to do some more homework on different suppliers. Protect America is one of the companies in the running to get my business. Again, great salesmanship.
Deborah is an outstanding sales rep. She was able to assist with everything I needed to secure my Apartment. I was looking for a great security alarm with a camera and she found me the perfect setup. Thanks to her my place will be secured now.
Jesse was nothing short of being professional, having knowledge of Protect America's policies, demonstrating a caring persona while patiently reviewing options until I was satisfied. The process was seamless and that is what I have began to expect from this company. Thank you Protect America for representatives like him.
I have been with PA for 3 years now. I have no complaints nor issues. I have had a pleasant and simple experience with them. I moved and I got the same good security experience at another home in a different region.
I got numerous free items the first and now the second term with PA. For every alarm activation, and panic activation, I got a quick and timely police response.
Danny Braning offered me numerous incentives to compelling me to stay with PA.
The system is simple, reliable and dependable. The service is cost effective and good......can't ask for anything more for 49.00 a month!
I have a piece of mind at night and when I am at work.
I'm thanking you guys for taking care of me and my family because this area that I live in is so drug infested until it's pitiful. You guys have been keeping me safe for almost 20 years and since I renewed my contract again, please keeping on protecting me. I sold you guys about how protective your company is and so they're on board now, so again Thank You. I love you so much and take care of the good techs that helped me and they're Mattew and Tiffany.
After 2 strange phone conversations and reading several bad reviews, I had written this company off. I found them through the internet when I searched top rated security systems. Anyways, today I got a third call from them. Rick Wood was kind, and knowledgeable and most of all relatable. He made me feel secure with choosing Protect America. I can only hope that install is a breeze as well.
Thank you, Rick!
I had to offset some of these negative reviews. My experience with them has been nothing but pleasant. I am still within the 30 day trial period though, so I will be sure and update after that time.
They matched and beat a price from a competitor.
I will say that you need to be somewhat handy if you want the install to look professional.
Got a security system for my mother in law because someone broke into her house. She lives in Massachusetts and we're in Texas. The sales guy was very nice but he told me it was easy to install for anyone. According to my mother in law it was not so easy, she's no spring chicken and has a bad leg. They did give us 30 days free to try out, it's our fault for not sending it back. She does say the people that call and help with setup are very nice and patient and during the 30 days they did call repeatedly to remind her to set it up. She did say it's easy to use and she likes it. As long as she's happy we're happy.
Sales wait: 5 minutes
Support wait: 60 minutes, never spoke to a human
Chat wait: 2 minutes, they do not handle cancellations
I'm giving them three stars for three years of service without any billing or support issues and friendly staff. Having said that, you can literally call into a support queue, put your phone down, go for an 8 mile run, take a shower and be back on the phone before you ever have a chance to speak to a human. If you need to cancel service, send an email to cancelrequest@protectame…. Put your account # in the subject line and your name/cancel notice in the body of the email.
My wife and I lived in Miami, Fl for many years. We called up Protect America and installed the system in my townhouse. We stayed in Miami for 2 more years and decided to move to the mountains in NC. I told them that I was transfering my service and they said no problem. To make a long story kind of short I got ill. Had an operation to remove my lung. Soon the Cancer came back and it was bad. Soon after, my wife passes away and I had barely enough money to pay for the house and car. I called them, but I needn't have have tried as they started calling my cell # 5 times a day and my home # 5 times a day. This continued until they transferred me to a collection company. I spoke with them today and settled. I am very happy that I will never have to deal with these people again.
BTW,when I did speak to them, I explained what happened and that I couldn't pay them or even install the system and their answer was, sell it to a friend or relative. I asked the guy if he was a maroon. (Dating myself.)
Do not under any circumstances get into a deal with these people. Keep your sign on date as it is automatically transferred if you don't cancel.
Never worked, paid five yrs, Comcast tactics trying to cancel... Absolute scumbags, just go Google them.
Updated: In response to the below message, yes you do have a 36 month contract, I am unsure what the point of stating that is, as your equipment and tech service is inadequate and never actually worked. So yes you do have a 36 month contract, it a good point that you make that people are stuck with shit that does not work for 36 months...
Boy, am I very disappointed in the reliability of the Protect America!s equipment! While in the hospital for two months I was getting FALSE alarm notices on my smartphone almost every day. My family and neighbors got sick of checking on my place each time. All alarms originated with random sensors. I can't wait to get to he end of my expensive contract to dump them!
Update 20 months later: Still hate this service! Nothing has changed other than now hating it more realizing I have a 36 month contract. Sounded okay at signing as only one of us knew how sorry their ewuipment was. Hooked! I can't wait until it expires.
This company is not easy to work with. If you try to cancel they keep you on the phone for as long as they can to wear you down. (I just had my SECOND hour long conversation to try to cancel). Even though they claim that you need to give 30 Day notice to cancel, they will bill you for up to 60 (the month you are in when you want to cancel plus the next month).
Their equipment is a little antiquated and you need to install it yourself and service it yourself.
My advice would be don't be a bargain shopper.
I would definitely give this company a negative rating if it was at all possible. I never would have agreed to a 3 year contract if I had realized there was no termination option available whatsoever. After less than a year, I have moved to a residence where I do not need this system and they have no sympathy or concern. They will tell you to have a family member or friend take over the service, but that is not an option. I do not recommend them and hope that everyone looking to get a home security service reads all of the reviews that also mirror my situation. Once you've signed, you are stuck for three years, no matter what. In this day and time, I don't believe anyone signs a contract for something that is service oriented so I would keep that in mind that this is a 3 year commitment with no options for termination!
I ordered a Protect America system and while the hardware showed up the installer, who I paid extra for, never showed for his appointment. When I called Protect America, they informed me that the appointment was never put in the system. When I asked to speak to a supervisor, I was told one would call me back within 5 minutes. Of course, no one called. Based on this experience I called back and asked for my service to be cancelled (I was still in the trial period) -- of course they couldn't do that either and said I needed to wait until Monday. I had better service from ADT and should have stuck with them. I do not recommend Protect America. Use them at your own risk!
I'm just glad I saw the red flags before I activated my system.
Holy Crap!! I ordered this system, the sales guy was nice, but wow what a bad experience. I currently have Front Point, have had them for 3 years. My contract was up and was slightly unsatisfied because the hardware I have with them is not the newest and greatest so I got hooked up with Protect America and decided to give them a try, not sure why I didn't check Yelp first.
When I ordered my system they setup an activation appointment for today at 6:30pm. So 6:30 rolls around and no one calls, 6:45, still no call. SO I call the activation number and I'm on hold for 20 minutes. At this point I start seeing the red flags and am frustrated enough to just call and cancel. FINALLY get through to someone and tell her I want to cancel and she asks if I already have a return label, I tell her no, she tells me to hold while she forwards me to the right department. HERE I am, sitting here on my couch on a Friday night while my dinner gets cold an hour later STILL waiting.
While I'm sitting here I realize that the system they sent me isn't even a cellular system. The current system I have is, and I explained to the sales person I want a system better than the one I have, why would I switch to pay the same price for a worse system? I also read there's a $79 "restocking fee" for returns. Even though I haven't used it, whatever, you're not going to trick me into activating a system with a company I already have 0 confidence in. I'll pay the fee, and I'll review this company on every review site. If I can save a few people from making the mistake I made then it's worth the $79.
There are several reviews on this company that have the same issues I have had. I am sorry I ever installed an alarm from them and if I could give the company customer service a 0 I would.
Save yourself the headache and go with with another security company. If you do decide to go in contract with them (3 year minimum), you better know for sure that you won't be relocating and/or eliminating the need for security system. The company had 0 forgiveness built in. AND when the contract is up, if you have not given them 30 day notice (NOT 29 days but 30 day written notice), they will charge you extra 2 months. I'm so glad I'm done with this piece of shit company/service!
Absolute worst customer experience and deceiving business practices.
Looking to report them to BBB and any other form of rating system available online.
Same story with contract, they specifically said I could cancel at any time (big for me since I move around a lot) and then they claim I signed a contract electronically which I did not.
Now I am fighting with collections to avoid having to pay 2 years of contract that Protect America tried to get from me.
DO NOT DO BUSINESS WITH THESE PEOPLE!
Stay Away!! They convince you with 'free equipment' without advising that cancellation for any legitimate reason is not allowed. (2 years into my contract I got engaged and moved in with my fiance- he already has a system). I accept that I signed a 36 month contract, but I have tried twice to cancel- and both times they completely refuse- and won't even allow me to pay out the contract to cancel. I am told that I must wait until 30 days before the contract expires before I can even start the cancellation process. (I guess they hope I forget to do it- but its already on my calendar!) As like other reviewers, I was told to 'sell it to a friend or family member'. There are too many companies now that are not contract binding- even the cellphone companies let you buy out of a contract- but not with PA! RUN RUN RUN AWAY!
Stay away from them! They will trick you and you will be stuck under contract! I signed a 3-year monitoring contract with Protect America on January 5, 2018. The contract allows me to use their monitoring system risk free for 15 days. On the sales call on Jan 5th, I specifically asked the representative if the key fob was included in the monitoring package, and he answered yes, admitting that he sometimes forgets little things like this here and there. The bulk of my security equipment was shipped on January 8, 2018, and I received the shipment on January 11, 2018. I promptly activated the system that night. While I was on the call, I noticed that the shipment did not have all the equipment that was promised. No key fob was found. I told a representative on the phone and she promised that a key fob will be shipped the following day so that I have all the items promised in my monitoring package. I received the package with the key fob on January 16th, and I have a picture of the shipping label that shows the package was shipped on January 12th, as the representative on the phone promised. On January 24th and January 25th, I called Protect America and requested to cancel my monitoring service. My request was refused even though all my equipment wasn't fully shipped out until January 12th. Yesterday was January 24th, it would have only been 12 days since the SHIPMENT of the package that completes everything I was promised when I signed up for the service. Despite being on the call for an hour today, the representative refuses to process my cancellation request. Buyers beware in dealing with this company as they are only in it to con your money.
UPDATE: 01.31.2018 - Adam from Protect America informed me that they will not cancel my contract. This company is the worst in every way possible. My advice would be avoid doing business with these people.
Terrible customer service. When I called to cancel my service I got hung up on 3 times. Refused to give me a return label, and kept asking why I was canceling even though I said I didn't want to discuss it. Pain in the butt to deal with
BE AWARE OF SCAM!!! this company is signing 3 years agreement without right to cancel without customer signature using stolen SS#. Multiple attempts to terminate illegally signed contract however representatives refuse to resolve any issue without paying off accumulated balance. No proper correspondence or communication. They clearly hide important information about cancelation policy in order to take advantage of customers. Even after 3 years contract is paid off they continue charging the account on monthly basis without any confirmation. Stay away from these scammers.
I have not had such a poor experience with a company ever. After moving I tried to cancel my service. The "retention" department is only available Monday through Friday. I waited on hold two different times for a total of 58 minutes. I finally got to talk to a human and was told he would send an email that I had to sign in order to verify I'm ending service and that it takes another 30 days for that to take effect. So I'm being charged for a system that is disconnected in a house in which I do not live. They could make the email cancellation process an online one and immediate but they choose to make you jump through so many hoops to cancel that it is PAINFUL. I'm infuriated at the way they treat customers like idiots. My bad for signing up with a "budget friendly" home security company.
Protect America is such a rip off. Their equipment is straight from the 90's and they rip you off when your contract is up. I hated their service because alarms would go off, sensors went bad after 6 months and their fobs are pieces of crap.
I finally get to cancel after 3 years so I call them up to cancel. After waiting 90 minutes on the phone I finally get someone from their "retention" office only to have them say I have to send them in a letter or email to cancel. In other words, "We're going to make it a complete hassle to cancel your account because we can't retain customers on service alone".
I submitted my cancellation request and wouldn't you know it I get another bill. They said I didn't cancel soon enough. So after waiting for 90 minutes on the phone, sending in a cancellation request via email they still say it wasn't good enough. They just want to ping me for another $60 on crappy service.
AVOID LIKE THE PLAGUE. COMPLETE RIP OFFS
You can not cancel service. They will not accept even a cancellation fee. They want the whole 3 year contract paid in full to cancel
Do not get it!! They have poor service and charge you for everything imaginable.
I have a 3 year contract and after only 9 months a sensor does not work, so that want to to charge me to replace it. I disputed and would not pay, so they were 'generous' to wave the fee for the part, but still wanted to charge me $10 for mailing their defective product.
Then i moved, informed them of the address change (i get bills to the new address), and 2 months later my alarm went off and they notified the prior addresses police.
Another month later, I tried to change cc for payment, and find out they are still going by the old address.
There are many better systems out there, all you need are motion sensors, not the window detectors that they rip you off on, and their motion sensor are not very sensitive.
you can buy better systems at Home depot for one time price instead of long term contract
I have NEVER written a negative review for any company but Protect America has really been the worst experience I have ever had with a business. I was locked into a 2-year contract in Maryland with them and I informed them that I was moving to California because of unforeseen circumstances. They claimed they didn't support the California market and that I would not be able to cancel my contract. 3 years later, I'm still paying for a service I haven't used for 2 years, I've been trying to cancel ever since but when I call support, no one wants to help. Horrible customer service and I would not recommend to anyone!
These systems will only work if you have a small house with strong cell signal. I used it for 2 years and had 3 false alarms because the stick on sensors fall off when the windows get how or fail because it got hot. Now that I've moved to a hilly area the console is offline more time than not but the support line keeps saying it's on. They won't let me out of a contract with only a few months to go telling me I need to get new equipment to use their service because they refuse to monitor the state of the art system that is built into the house. Don't bother with them and look for another company that won't lock you in for 3 years.
(Update) ** Customer service is ignoring any requests and told us if we want a transcription of the recorded phone calls, we will need a subpoena, that seems fair. **Longtime customer here (15 years) I was duped into signing a 3 year extension. I've decided not to have the service (it's not even hooked up). They refuse to let me out of my contract. Whatever happened to customer service? Does customer loyalty mean anything anymore?Protect America is just a money grab and no customer service. I would rate them zero stars if I could. I advise you to stay away from this company.