Protect My Property 

Long wait time to get through only issue but fault on alarm for over a week and resolved in moments thank you Jessica and good work.

I haven't been impressed with protect my property trying to arrange a service but after sending another email Jessica phoned me and apologised for the service and lack of communication from them, she arranged an engineers visit and compensation which I accepted.

Same as other people, my alarm has had a fault for over a week, I have rung the help line, waited for over 25 minutes each time, I've left messages, but no reply. I've also emailed and again, no reply or recognition of receiving the email. They say they are a busy, but for full days for all week.
No service or care for customers.

Excellent service from a very friendly engineer(Robert). Especially appreciate the service as it was late on a Sunday evening. Thank you.

My alarm hasn't worked in months. I'm still paying the DD for nothing. They came in January with a view to an upgrade as that was needed to fix it. Since then I haven't heard a single word. Appalling.

Noone bothers to answer the phone

We have tried calling to report a problem with our alarm. Recorded message says prioritising emergency calls only. Having called twice hanging on the line for over 25 minutes, no answer. Have since emailed them twice only to receive automated email explaining they are very busy but will respond within 5 days - they have not. Recently increased their monthly fee which is an absolute cheek as they are providing no service whatsoever. Our alarm is unusable and has been for at least a week - constant bleep from alarm which is also sending us crazy! The alarm is also overdue a service.
We will be changing to an alternative alarm company.

Had call from Protect My Property Office to say service due and appointment made. Jake, the engineer, arrived on time and checked everything including box in attic. Pleased to see company is recovering with new staff such as Jake. Thank you.

Engineers Chris and Robert installed a new alarm system very professional and efficiently and we’re very informative as they were doing their job at the different stages of installation and were very helpful with answering our questions and giving us confidence and eradicating our fears.
Mr Hallett

This company seem to be happy to take your money but not provide any customer service.

I cancelled my account on 30 May giving more than the 30 days notice period, but they fail to acknowledge cancellation.

They have been taking money for a year when actually the system couldn’t have been monitored due to a change in phone line. So it seems that they are not very proactive in reaching out if there is a problem.

My system was upgraded in April. A beeping developed in June and was diagnosed over the phone as being caused by my panic button, which was disabled to prevent the annoyance and a visit from an engineer was booked to check and repair the fault. The engineer - Ivo - arrived exactly when promised, having phoned me in advance to say he was coming. He carried out the most thorough and careful examination of the system and the installation and found various faults which he dealt with. He was here for several hours, as he wanted to make sure everything was working as it should. He cleaned up most carefully after he had finished what turned out to be a most complicated job, installing new sensors where necessary and repositioning a booster from its original position where it was virtually useless. Before he left he made absolutely sure I knew exactly how to operate the system, being exceptionally patient with me so that I now feel much more confident in using the alarm. I cannot praise Ivo highly enough for his work and his manner towards me.

Our monitored alarm was serviced in Feb, barely used since then. We went on a short break last week, the alarm would not set, giving out a message of AC Fault. The phone service for reporting faults wasn’t answered after 23 minutes. I emailed them to request fault be addressed and the next service booked, the automated response stated they were busy and would answer within 5 working days. Unacceptable level of service for a security service provider. Paying for monitoring that can’t happen because the system they installed doesn’t work or they can’t repair in short order is also unacceptable.
Updat 15 July: Received an email on the 14th asking me to let them know a time they could call me to arrange repair and service. Why they needed me to do this, since they had both landline and mobile nos on my original Email and on file, I have no idea. I replied, saying any time. But of course, nobody called… there’s a surprise. I’ve given them 5 days (same as the originally said they’d tale to respond to my email) then I’m going to cancel the direct debit. I’ve had too many situations like this with them to trust them. The engineers are good, but their support service/back office is woefully inadequate and taking my money for maintenance and monitoring whilst doing neither has worn thin.

The engineer Robert updated our alarm system recently. He was most competent, punctual and informed us about his arrival advance. Afterwards he cleared away all the boxes, rubbish and tidied up. In addition he was polite and respectful. All in all, an excellent job done by a personable young man.

They do not communicate or provide a service. Last year I phoned, emailed and wrote without reply. They just terminated my contract after I have been paying £300pa. I needed the fault correcting and taking off monitoring - now my smoke alarm is beeping and I cannot stop it!. This was part of my letter: "because of our situation and the failure of your organisation to undertake the requirements of the agreement under servicing and monitoring, I wish to remove the alarm system from the “monitoring service” and convert to a standalone self-monitored system.
I will not accept an excuse for lack of regular maintenance on backlog caused by CoVid, staff shortage or other recent unscheduled developments. In the past 10 years I have had 12 routine/fault visits far less than the two each year under your service agreement, averaging one visit in 10 months. Since the last visit, in March 2021 – 16 months ago, I have had a warning light on the keypad this has not been detected."

stop lying "engineer attended and was missing a part"

1 - engineer did not attend
2 - protectmyproperty knew the part was required that was the whole point of the job

Easy one - don't lie
Easy two - if you need to fit a part, make sure you have one before the job.

customer service - if the above happens and your firm is told to get your act together it's not an offensive thing to say

Switch over explained thoroughly and fault cleared within minutes with simple tests thank you Jessica for great service, very polite ! I recommend.

The engineer (Robert) was extremely efficient & professional when carrying out all aspects of the alarm installation. Took sufficient time to explain and allowing me carry out test runs of the various modes of the alarm, which is easy to use. Robert is an excellent ambassador for the company and the product.

Richie has been to upgrade my alarm. He is always so diligent, courteous and above all, especially today, patient. Thank you for a great service.

The engineer who attended was professional, efficient and provided excellent advice. Went the extra mile.

Efficient, effective, and pleasant alarm service on time and kept well informed.