Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ****** ******** ******* ****** ******** We were recently informed that Protection One Security failed to provide prepaid monitoring service for our home during the last three years. The discovery has left my wife and I very upset. We realized the fire protection service required along with overall alarm monitoring we set each night and all times when leaving our home. The situation regarding no monitoring was revealed when I called the service to inform them a table saw blade operation produced smoke that set off a ceiling wired detector activating a fire warning siren suggesting a fire. I turned the alarm off and immediately called the Protection Plus service to indicate the false alarm and to my surprise and horror no alarm was recorded by their system. I was in fact told all the daily settings were not monitored and they had no record of a service for the last three plus years! We received billing invoices ( (enclosed copies) for a total of $810,88. The company has refused to consider a refund and blame us for the situation, stating the fault is ours. The company called on the phone January 6,2023 requesting payment of $200.72 for monitoring this year. We are now using ***** **** for our monitoring at the additional cost of $275.00 for a set-up. We are seniors in our eighties and the additional costs are troubling

  

  Business Response

  Date: 10/01/2023

  Thank you for reaching out Mr, ******,

  Please let me take this opportunity to clarify some issues. You and your wife have been our customers since 2009 with no issues. I want to thank you for that. Our records state that you called on  Aug 12, 2022, to say there was no response to the smoke alarm. Your letter to the BBB says that it was the garage smoke detector. The only smoke detector that your system is monitored for was in the basement. We do not install smoke detectors in garages; there are too many false alarms due to fumes. The smoke detector you referred to must have been local and unmonitored. You mentioned to us at the time of your call that you had a low battery and that you no longer had a landline for your phone. We have no way of knowing when landlines are cancelled unless told. You were then informed that you reach out to Alarmteck so that you would have a local service provider, as we are based in Toronto. We requested you to send in a notice of cancellation. We never received it. We will accept your letter to the BBB as notice of cancellation and void the current invoice that prompted your inquiry. Hopefully, this addresses your questions. 

  Wishing all the best,

  Allan B. Protection Plus