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3.4 10 Reviews

Protectron Smart Security Complaints Summary

6 Resolved
4 Unresolved
Our verdict: With a good resolution rate, Protectron Smart Security generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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3:45 pm EDT
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Protectron Smart Security customer service

I have been calling for 3 months now and speaking to numerous "customer service" reps to ensure that my account is closed as per the existing contract that was due to expire. They are refusing to close my account and are now illegally taking money from my account. I spoke to the Retention supervisor; Celine who finally agreed to close my account as of Aug. 11 only to have 2 more withdraws from my account. I have tried calling back only to get the run around again from the customer service reps. I am more than frustrated and very unhappy!

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4:32 pm EDT
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Protectron Smart Security unethical behaviour by reliance protectron inc representative.

On May 31st, 2014 my family signed an agreement #398117, SCID [protected] with Reliance Protectron Inc.

While we were discussing the agreement the representative of this company made an impression being a very helpful and trustworthy professional who provided us with a very good business deal.

As we were new to Canada and did not expect that such well established company as Reliance Protectron Inc used unethical methods to trick its customers into signing agreements, we believed the representative when he said that we could cancel the agreement at any time.

The most upsetting for us he did not mention any cancellation fee. If we would have known about cancellation fee at the time we signed the agreement, we would never agreed to sign for the term of 60 months. Moreover, we have been paying 56 can dollars a month for the services that cost 39 can dollars as per Reliance Protectron Inc website.

Now, we are moving to BC and have to terminate our agreement with Reliance Protectron Inc. The company is charging us with 860 can dollars in cancellation fees, which is the amount that will bring our family to the edge of financial crisis.

We have been loyal customers of Reliance Protectron Inc. for 3 years and they charged us more than anybody else. They used our inexperience to trick us into signing very unfair agreement. When I called Reliance Protectron Inc. to advise them that we are moving to different province the customer service rep was very sarcastic and rude with me on the phone.

This is awful and traumatic experience for us, especially after we realised that the company that we thought protected us just tricked us into paying for nothing. Reliance Protectron Inc. abused our trust and hurt our family by taking away our hard earned 860 can dollars at the moment when we are the most vulnerable and struggling financially. This is not right. We hope this company stops hurting its customers and returns our money back.

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11:43 am EDT
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Protectron Smart Security Account closure fees

When I signed up with Reliance the salesman was nice and helpful. He explained that I wasn't to worry about the contract length because you could cancel at any time for a small fee.

Fast forward 1.5 years and I've sold my house (because it's too expensive), I cannot transfer the alarm system to the condo I'm renting (they won't allow it) and Reliance Protectron is saying I'm going to need to pay $750 in fees! That's not a "small fee" to me and it certainly doesn't sound like I can cancel at any time.

I spoke to a supervisor named "Victor" and he was trying to convince me that $750 penalty was a deal because it could have been $2000!

Well Victor, I have news for you $750 is NOT a deal. I'm willing to pay a "small fee" as I was promised. I even went as high as to say I'd pay $300 and drop this, I'm moving and I have bigger and better things to spend my time on.

He refused my offer and said $750 was as low as he could go. He didn't seem to care that I would be posting their misleading sales practices online either.

A word of warning. Stay away from this company.

This is a clear example of misleading sales practices.

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Is Protectron Smart Security legit?

Our verdict: Protectron Smart Security has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Protectron Smart Security's position as a benchmark of trust and quality within its industry. Users and clients of Protectron Smart Security can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Protectron Smart Security earns 97% level of Trustworthiness

Perfect Trust Endorsement: Protectron Smart Security achives 97% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Protectron Smart Security. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Several positive reviews for Protectron Smart Security have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

However ComplaintsBoard has detected that:

  • There was some difficulty in evaluating or examining the information or data present on the protectron.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • Protectron Smart Security protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • The website belonging to Protectron Smart Security has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
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3:46 pm EDT

Protectron Smart Security Customer Service

ADT promised initial 6 months free but they started charging me after 3 months.
The camera they provided worked only for 2 weeks. Calling customer service is a terrible experience. Called many times and spent hours waiting for them to reply. Finally they promised to let their Technical team to call me for an appointment but it never happened. Calling back means waiting on the phone for long long time with no results.
Terrible services with no respect for customers whatsoever.

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4:50 pm EST
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Protectron Smart Security Terrible service

We installed this security system in 2013 with a 5 year contract. first mistake. Then the monthly monitoring charged at $49 per month. Second mistake. They could only provide dedicated phone line monitoring making the house susceptible to phone line cutting. Third mistake. We've had multiple issues with battery alarms on the second input panel that never worked properly, we went through 3 different agents over the course of 8 months to get the panel fixed, at which point the warranty was up on the panel. They attempted to bill me for the replacement, which I had to argue. I had a panel false alarm happen while I was on vacation in another country, I spent 3 hours long distance on hold waiting to clarify the alarm. On my return, the secondary panel failed again which was causing the alarm. Multiple calls to customer service were plagued with 1 hour plus wait times. I even tried their emergency line, which also gave me a 1+ hour wait time. Their response time is quite slow, their phone-in customer service is definitely not local, and I would certainly never recommend them or utilize their services ever again. I have cancelled our contract 1 year early and paid the penalty fee gladly just to avoid ever dealing with this group again.

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9:46 am EDT
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Protectron Smart Security Protectron scams current customers when moving

To Reliance:
I have sent 3 emails to the agent I been talking to confirm over email since yesterday, but not reply. I have also sent email to the address you have provided here. Have also made complaint with BBB. I would appreciate a prompt response from a superior as when I talked to your CSR, she would not forward the call. Either not available, or don't have one.

To other potential customer: DO NOT GO WITH THIS COMPANY.

Your agent has lied to me and put me on a new 3 year agreement, without my approval or even informing me about it. First I am told the current contract is not cancelled, then the next day it is cancelled as of move out date.

I signed a 3 year contract last year that clearly states no rate increase during this time. I have no issues finishing the terms of my contract.
I am moving next month and talked to a "moving"/Sales agent the other day to inform them of the move.

The agent gives me a new rate which is higher than current. Says the contract is only for the current home. Ok, so does that mean the contract is voided once I move, and I can choose not to be a customer? He says NO, it is NOT cancelled, and I would have to pay a $300 or so fine if I do not want to be a customer anymore after the move. So ok fine, I will take the new rate and finish out my contract. Based on what he has said, I assumed that meant the contract is still from the current one which started last year. When you say contract is not cancelled, that is what it usually means. Upon receiving the agreement, there was nothing stating of the old date, only the new date. I emailed him back to verify and he says the current contract is Cancelled as of my move out date, and the new contract starts then.

I am basically given 2 choices: pay higher rate AND new 3 year term or pay penalty, when Protectron is the one cancelling.

I have asked the agent twice now since yesterday, with no replies, to confirm through email so I have it in wring:

1. final status of this incident.
2. show me where on the conditions of contract anything about moving.
3. confirming cancellation of new agreement, as I did not agree to nor even informed about.

You cannot charge me a new rate AND put me on a 3 year agreement, when my choice is either take it or pay a penalty, for PROTECTRON cancelling the contract, not me.

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Nick in Saskatchewan
, CA
May 24, 2017 1:05 pm EDT
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I feel your pain, man. My wife is currently trying to negotiate with these run-around thieves. Door to door salesman lied to us about the product. Contract has been extended and increased without our agreement. Then a new company, ADT, bought Protectron, and they are even worse. Now we are moving and they want to charge us a buy-out fee on a contract that we didn't sign with a company that we didn't agree to switch to. Reminds me of the mafia. How are these scammers still in business?

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Ingrid Steppan
Bengough, CA
Nov 03, 2014 8:23 am EST

this hapoened to us too, we got a letter from them but no address, phone number ir E-mail address, niw I giot a " future loyalty adjustment bill" which adds an extra )16.54 to the akready $50.59 that. I had akready been paying. When I called to complain they sent ne a bill for over $565 dollsrs ? They cancelled my contract and stated I breached the contract. They breached the contract by guving ys a 3o% increase ? We don't even live their anymore. We sold that house. There was no way to contact them. I bought this under Titan Alarms abd they gave the cintract to Pritectron, these people are shuesters, i will be contacting the RCMP fraud unit. Thus better nit affect my credit rating. You can also cintact Consumer affairs which I did, the lady at Equidax says if this goes to collections to explain to them what these people have done. I confirmed wuth my bank that they stopped taking funds out. I didn't stop it. I refuse to pay the increase, no one has the right to raise or change the price on the contract. Ibviouskey they think we are idiots, wait till consumer affairs and the RCMP investigate. I suggest you all complain, please. There is strenghth in numbers

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Reliance Protectron
Montreal, CA
Aug 21, 2014 12:38 pm EDT
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Dear Customer,

Thank you for reaching out to us, and we apologize for any misunderstandings or inconveniences. We strive for 100% customer satisfaction and will review the situation immediately in order to arrive at a satisfactory result. We did receive your email yesterday and forwarded it to our Customer Relations Specialist for further review of your account. We will be reaching out to you shortly. Feel free to contact us by email at communication@protectron.com.

Reliance Protectron Customer Care
[protected]

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12:52 pm EDT
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Protectron Smart Security Customer Service

I too was a customer or Reliance Protectron and, contrary to what Mr. Drake has to say, have a direct, real and palpable complaint. I am in no way, shape or form affiliated to this website. I switched to them from a company that actually gave me pretty good service. They make a lot of promises, not a whole lot of which they live up to. I have spent almost six months trying to get my system serviced so that it would work. In my last 45 minute phone marathon they agreed to cancel the contract or face my lawyer. It then took two days for them to supply that in writing. I would not recommend this company to anyone. Period.

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3:35 pm EST
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Protectron Smart Security over billing

Discontinued their service after numerous low battery signals, and after no one responding after several months of waiting, i decided to rip the system out from the wall and cancel my alarm monitoring. Reliance tried to give me a free upgrade instead, i then waited 3 weeks and nobody showed up after they promised a handful of times. Then i told them i did not want their service again and stop billing me. They waited 3 months and then started billing me again... I phoned BBB but they told me they had no jurisdiction on a company in Quebec, but they had numerous complaints about the company.

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Reliance Protectron
Montreal, CA
Mar 05, 2014 1:01 pm EST
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Hello Richard, we are sorry to hear about your negative experience with Reliance Protectron. We would welcome the opportunity to resolve the situation with you. Please send us an email at communication@protectron.com including your name, phone number and address, and we will get back to you right away. Thank you!

Reliance Protectron Customer Care Team
[protected] Option 4
communication@protectron.com

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4:25 am EDT
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Protectron Smart Security Customer Complaints

They all say they are the best Alarm company so here is your chance to offer up your own input into who you think is the best alarm company...

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Mike Alexander
Hamilton, CA
Jul 17, 2010 2:09 pm EDT
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This is a post from another discussion but it does contain some good advice:

hahaha, you guys are awsome. I guess some of you are american and some canadian, but for canadians, i saw a post saying that alarm force is the largest in canada. You are kidding!. I've worked in the alarm industry for 7 years now, 4 yrs for ADT and for the past 3 for Reliance Protectron. First of all AF has a 3% market share in canada, second have you heard of a little concept called attrition rate? It refers to the percentage of total customer a business loses per annum. On the canadian alarm market the average is 6%. For the [protected] fiscal year, Reliance registered 4.5% attrition, ADT 6.5% and AF a world record of 25%, yes 2 5, twenty five percent! LOL! You don't believe me? Check the stock market. Why do you think that is when you get from AF no upfront cost whatsoever and only $25 per month? That's because they catch everyone on price and make things sound so easy, like the whole disarm from your phone thing. Let me assure you, a system without a key pad and control panel is useless! It's missing the brain of your alarm! Another thing is the system they use, which is Paradox. Look up paradox systems online and compare to GE or Honeywell or even DSC. You'll laugh your ### off. My advice to all of you is to spend some money, sign a longer 3 or 4 year contract with a serious company that can actually protect your homes and get a system that's worth your hard earned money. DO NOT BUY THINGS BASED ON PRICE, BUY BASED ON VALUE! If you're in the states, get ADT or Brinks, if you're in Canada, buy Reliance or Voxcom, and most important of all demand GE equipment, mainly the GE Simon XT, the #1 system in N America. You all had the concern with changing batteries...well GE backup batteries last 8-10 years and cost $85 CDN, which is nothing over 8 years, the Simon XT speaks to you and tells you exactly which sensor has low battery with a month of battery life still left. BTW another good system is the Honeywell Lynx or Vista. I am not affiliated with them but i can't take it away from them, it's good quality. And one last piece of advice about the alarm market: when you research what company to go with, your top priority is not the quality of monitoring but reliability of monitoring. Look up info about their monitoring stations and how many customers they have per station. When you've selected a few companies then pick the one with the best quality of service. That's why i quit ADT here in Canada, because their monitoring is indeed excellent, but the amount of customers they have in N America damages the reliability of their service and monitoring.

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4:09 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Protectron Smart Security - Worst Security System with awful service.

I have been a customer of Reliance Protectron for a month now, and last week there was a break in in my home, And the company did not even take notice of it, Buying this system was the worst choice i ever made and its surprising to find that no one has ever posted any complaints in this forum against reliance home security systems, lots of people have had...

Read full review of Protectron Smart Security and 37 comments
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