Faulty security system alerts Minneapolis member

COMPLAINT: Sarah Johanns, Minneapolis

"One of my carbon monoxide detectors [from Protection One] malfunctioned. It began alerting me in the middle of the night. I came to find out that the unit was the problem — not a carbon monoxide leak.

"Protection One didn't contact me until 36 hours later. That's terrible monitoring! I would've been dead if there really was a leak. I was told they'd send out a new carbon monoxide detector.

"To make matters worse, I asked they put the system on 'test' to avoid my emergency contacts from being called and from continuing to be alerted by the system.

"I returned from a holiday and had 13 messages from Protection One and several from my emergency contacts. I called the monitoring center again and asked the status of the [new] detector.

"They put in another request for it to be sent, telling me it was overlooked. Meanwhile, I haven't been able to use the system.

"I'm completely frustrated and ready to switch alarm companies, as I feel that having them protect me is actually misleading me to believe I'm actually protected."

DESIRED RESOLUTION "I would like Protection One to replace my carbon monoxide device for no charge since it's less than a year old, and explain the warranty options on the devices.

"Should I choose to retain them for monitoring services, I'd like a guarantee that they'll contact me when my alarm goes off — within whatever time is reasonable — and be provided in writing."

STATUS: Resolved


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