Review: Protect America Customer Service

Protect America offers low monthly service plans and no upfront costs. It sounds like a dream home security system for homeowners on a budget. But how is their customer service? Read this review.

Even the most stellar security system isn't worth anything if you don't have the customer service to back it up. Keep reading to see how Protect America's customer service ranks.

Overview

Protect America
Pros: Plans start at $19.99/month Free equipment with contract Easy installation

Cons: 3-year contract
Our Review: (4.4) Protect America offers home security starting at a jaw-dropping $19.99 per month. But it has limitations you need to know. Find out if it's right for your home... Read full review
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Installing the Security System

Something you'll want to know off the bat is that Protect America provides a DIY security system. In other words, you won't have a technician knocking on your door asking to install your security system. You are the "technician."

Don't worry, you don't need a college degree in technology to install it. Their installation instructions walk you through the process of applying the sensors and connecting the panel. If you need additional help, you can schedule a phone call with the installation team by filling out this form. The installation team is available Monday-Saturday, 8 AM-10 PM Central Time, and Sunday, 9 AM-8 PM Central Time.

Monitoring Centers

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Protect America provides what they call "triple redundant monitoring stations." In other words, your alarm will alert three monitoring stations. This helps "back up" the primary monitoring station, should they not be able to connect to your system or contact you. It may help give you peace of mind knowing that someone will contact you should your alarm get triggered.

Contacting Customer Service

You can contact customer service for any issues including problems with your system, account questions, or to receive a customized quote. Protect America offers two ways to contact them:

• Phone: For general customer service inquiries, call 1-800-951-5111 Monday-Friday between 8 AM and 9 PM; Saturday and Sunday 9 AM to 7 PM.

• Online chat: Visit here and click on "Live Chat" Monday-Friday between 7 AM and 11 PM; Saturday and Sunday 9 AM to 7 PM.

Managing Your Account Online

If you prefer to manage your account on your own, you can do so by visiting www.myprotectamerica.com. After logging in, you can do any of the following:

• Update contact information
  
• Print billing statements
  
• Pay your bill
  
• Request a Certificate of Monitoring to obtain a homeowner's insurance discount

You may also find detailed troubleshooting information for the security equipment in your home. Protect America offers a variety of videos and how-to articles to help you manage the system without having to pick up the phone.

You may also manage your system online via the "Alarm Control" link within myprotectamerica.com. This mirrors the Protect America app that you can download to your mobile phone. Both options allow you to arm or disarm the security alarm, watch any live feeds (if applicable), obtain security alerts, or manage any other connected systems within the home.

Testing Your Security System

Protect America recommends that you test your security system periodically to ensure that each sensor works appropriately. They make it easy to conduct this task by following these instructions. The process takes approximately 30 minutes. At the end of the process, you'll receive a report showing the status of each sensor in your home. If the report shows any issues, you can use one of the customer service options above to get in touch with tech support.

How to Cancel Your Protect America Contract

Protect America requires that new customers enter a 36-month contract in exchange for receiving the equipment free of charge. What happens if you want to break that contract, though?

You have a few options:

• You have 15 days from the shipment date of your equipment to send the equipment back to Protect America without executing the contract. The shipment must be postmarked within 15 days of the date of the shipment date in order for this to work.

• If you call Protect America within 3 business days of signing the contract, you'll receive 100% of your money back. If you call between 3 and 15 business days, though, you will owe the first month of monitoring service.

• If you want to terminate the contract after the initial 15-day period, you are tied into the contract and may owe the balance of the contract if you decide to cancel. You can call customer service, choosing option 4, to discuss your options with a representative.

• If you have a friend or family member who would be willing to take over your contract, Protect America does allow you to transfer the service to them. They say "qualified" friend or family member, though, so make sure to exercise caution before assuming this option will work for you.

Bottom Line

Protect America offers multiple ways to get in touch with them, either as a new or existing customer. With a standard 36-month contract and a few ways to get out of the contract, they do offer some flexibility. As always, make sure you read the fine print and know what you are agreeing to before taking possession of any new security equipment.