Protect America Poor Equipment, Poor Product Support, Poor Customer Service and Managers
AUSTIN, CALIFORNIA -- So extremely disappointed with this security company. If I don’t already have this equipment and wasn't locked in for 3 yrs., I would ditch them in a heartbeat. I thought they had the best deal with not having to buy the equipment up front, but after finding a lot of their sensors faulty...the deal was more trouble for us than going with a more reputable and higher priced company like ADT. In the third month of having their system, unknown to us one of the door sensors was not working properly and we were burglarized. We spent another $950 in more equipment...glass breakage...more sensors...more motion detectors...and still we get false alarms and often required police officers to visit our home. One of the faulty equipment was one of the glass breakage sensors. It would give us false alarms. When the security dispatchers called we had asked which one was being set off...she said "uh, I can't tell which room, it just says one of the glass breakage sensor". I went into the website to see if I can view anything from the camera…and of course there was no connection (which by the way this happens OFTEN and the security company had told me it was my router!!...I have the highest speed available for home use by Verizon….the next level up would be a T1 connection which you normally use in offices with over 35 staff members).
I work an hour away and each time I get these alarms I would have to rush home to meet with police officers. Most often there were no glass broken, no burglary other than the first one...thank goodness. Can you believe Protect America said it was my dog barking that causes it to go off!!! If that was the case, the sensor would be setting off every day, numerous times. Every time we have to get on the phone to speak to customer service, it is ALWAYS an hour long call and then later we learn that everything we had customized and set up online in their website they reset to factory settings!!! After spending so much money on their system and the many hours on the phone, WE STILL DO NOT FEEL SAFE IN OR AWAY FROM OUR HOME. We have to tell our neighbors when we go out of town to keep an eye on suspicious activity...we have to hire a house sitter...we have to notify police to check on our home...all this because Protect America is UNRELIABLE.
I recently got a sales email from Protect America with an offer for a FREE camera. We have one camera with them and I’m starting to think it’s as useless as the rest of the equipment because it only records 30 seconds (if at all) after an alarm was set off and plus the connection is intermittent so even trying to view remotely is ridiculous. (Don’t get me started on my attempt for them to fix this while on one of our 1 hour sessions on the phone.) I wanted to get an additional camera for the area where the faulty sensors were in (they will claim from their end they do not see it faulty and all systems are working correctly…but notice the key words in that sentence, “...from their end...” They told me the free camera was only for new customers. The sales representative would not budge on offering the same deal to me (why should they....they already made me sign in blood for three years). I spoke to a manager and he said…and I kid you now when I quote him… "So what I'm hearing is that you are complaining just so you can have a free camera?”
I was floored! Wait...I was burglarized because of product didn’t work...I bought close to $1000 more stuff from them because I thought I didn't have enough protection (and later found out it was their product that was the problem)....then I have to deal with their phone apps not connecting properly and cannot do anything remotely by phone....then their website, don't get me started on how often it doesn't work….and now I have one of their supervisors accusing me of wanting a freebie when they are the one who sent me an email with a FREE CAMERA promo?!!!? I CAN'T WAIT TO GET OUT OF THIS CONTRACT!! So if you think you are getting a good deal...YOU ARE NOT! Go with ADT...a better investment...better customer service...and you have PEACE OF MIND! I have called, emailed the presidents, went on line to “chat” with someone to get some help in finding a remedy for this. NO RESPONSE!