Complaints

This profile includes complaints for Protector Monitored Home Security Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Protector Monitored Home Security Systems has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Protector Monitored Home Security Systems

  3439 Linden Ave Dayton, OH 45410-3036

• 

  Protector Monitored Home Security Systems

  75 Benzell Dr Centerville, OH 45458

• 

  Protector Monitored Home Security Systems

  5901 Marylew Ln Dayton, OH 45415

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:12/13/2023

  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.

  On 08/22)23 I when to ,Protector home security to get a alarm system and when the finish setting the alarm system .I seen a app on my android tv so I asked about the app I showed it to him.And he stated that can come off but the can't come off because I factory reset my tv and it didn't come off after I seen that wasn't coming off I when to there office to get a key chime in .November 18,2023 because I wanted to try something else I started setting my alarm system for no delay so that the alarm would go off when you open the door because now I have a chime I unarm the alarm from outside the door use to key to come in but then .I started noticing things being destroyed in my apartment like my leather jacket was cut ,My tal-fal pot,pan all the grey bottoms is scrubbed off ,Then I noticed today . December 12,2023 my bathroom white floor cabinet dress was open and the wheel tour off the back the drawers was crooked wasn't fitting anymore.I work two jobs I go from job to job back to back I get home at 1:30am so I'm never at home.Do I notice today called Randy the man who installed the system at phone(937) 470-2358 .l stated to him that I needed to change my code and get the app off my tv. He stated he couldn't may it out to my apartment that he could walk me though it he didn't and it didn't work.I couldn't change my codes but I called him I went though the security manually book and tried it my self to change the code he also stated that I had to call the office to get the app off my tv but his the technical installer because I already went to the office she stated she knew nothing about technical .So now I feel unsafe not free to order the security system because it doesn't change codes it isn't ordering because Randy done something to it the last time he came to set the chime up . November 20,2023 At this point I just want out of the contract so .That I can call another security company to help me feel safe a replacement won't help if the technical installer is isn't willing to do his job his making it work incorrectly so I'm done.I just want out .Please and Thank you.

  Business Response

  Date: 12/14/2023

  Good morning I am responding to the complaint given by *** ******** ***** submitted to our company. *** ***** has not returned any calls to the company that was left for her on 12/12/23 prior to this complaint to the BBB or the one left on 12/14/23. Per prior conversations with her she is the only one who has the mastercode which arms/disarms her system. She has sensors on 3 existing windows and on her only door which is (to my knowledge) every entry/exit point at her residence. The system is functioning properly because we are able to monitor every open and close to the system. As well as every time the alarm is set off. She has the user manual and has made numerous adjustments to the system such as changing her mastercode, removing the sub user code which was the stipulation from her building manager upon approval of the system and editing the delay time and then ultimately removing the delay all together. She has called our company no less than a dozen times with issues that have resulted from her adjustments to the settings or with questions regarding how to make further adjustments. Every call has been returned and addressed according to the issue. Her alarm has been set off 51 times since the start date of 08/22/23 from her removing the delay and/or *** ***** repeatedly testing the system. After a conversation with her regarding how false alarms take away from an emergency by pulling resources from live technicians at central station we discussed getting a remote FOB which gives her access to arm/disarm with a push button remote she opted for that. Clearly the system is working we are getting signals, we are getting all the communication. She has canceled all 51 alarms. She is upset that there is an Alula app that is seen on her TV we have also discussed this issue. I have contacted Alula tech support and relayed that information to her on 08/22/23 and multiple times since then. The cell communicator that is in place sends signals to central station monitoring via an encrypted built in WIFI that is completely secure and is not able to be logged into from an outside source. It only communicates with the board in the panel of the security system. The only other option is to have a hardwired system thru a landline. Which she felt was an unreliable source because the line could be cut. There was a clause in the contract where she could've canceled within 3 days after signing the contract if the app on her TV was an issue. She had called the office as soon as the install was complete to discuss the app.  I am not sure what is going on inside her premises I can only say that our equipment is doing the job if someone opens a door or a window she is notified immediately. If there is a low battery or a zone has been tampered with there would be a yellow trouble light lit up on her keypad and there is not. Randy our technician has went out and reset the keypad after her adjustments in her presence and discussed those settings she wanted in length at no cost. These options were discussed prior to signing the contract. She signed a 3 year contract and there is no fault in our equipment or our monitoring. We have not charged her any service fees or additional charges for any service calls. We appreciate all of our consumers and strive to maintain a good relationship. We are not in breach of our contract. We will continue to provide services as we have been.