Protect My Property 

Protect my property has upgraded our Alarm system in our shop. I have had exceptional service from Jessica Arnell in the office, she is amazing. If you want an alarm at a good price Protect my Property its worth calling.

Just had my system upgraded by pmp. Have had a system since the days of British Gas alarms . Pmp have had a few issues in the past . However they have always worked to solve any problem quickly .
The company is much improved and you need to decide for yourselves . Don’t be put off by negative reviews. Most people don’t praise company’s but complain quickly .
I have had exceptional service . Jessica in the office is an absolute star . Regular emails between us regarding my upgraded system .
Work to install was done by Reece . He is a really likeable guy. He treated my home with respect , did a great job . He knows his stuff . If you want an alarm at a good price pmp are worth calling

I had Ivo (Ivaylo) visiting me today to do routine service. He is highly experienced and professional and tested my alarm thoroughly. It was not done like this previously.

Thanks Ivo for your work
Alex A

My elderly vulnerable mother has paid for maintenance and monitoring with this company for years. She had a serious problem with the alarm system, she was then quoted weeks for a visit. After a number of calls from her family a service engineer finally turned up on the 8th (couldn't give any indication of time) - replaced the batteries and then turned round and said the whole system wasn't working and would need to be replaced!
Poor service plus high pressure sales to the elderly!

>> Update 17 June. Emailed details as requested in their reply ... still awaiting a response....
>> Update 24 July. Cancelled by post in June. They are now denying having received any cancellation! Now cancelled today by email too!!

The service from this company gets progressively worse. I have 2 systems with them which were last serviced at the beginning of November 2022. I am now well overdue a service despite trying to contact them on several occasions and, by now, will only get one service this year instead of the contracted two. I phoned and they said that they were prioritising emergencies and that if I wanted a service to hang up. I didn't hang up and continued until I spoke to someone. I was told that their computers were not working and that someone would call me back. Thank God that I didn't hold my breath for that. The call hasn't come. I have called again twice but only got into a queue and hung up after 30 minutes and 15 minutes. I have also tried to contact them via their contact form but they have still not had the courtesy to respond to that. Do they have enough engineers? Probably not. Are they still taking my money? Yes. They are clearly in breach of the contracts that I have with them but I reckon that if I decided to cancel they would still want a month's notice because it's in the contract. I am going to try to phone them again on Monday. Wish me luck.

Edit

Thanks for your reply. I did e-mail that address and I have phoned again this morning. Amazingly I got through very quickly and even more so I have the services booked for Thursday. You really should get a reliable diary system to contact customers rather than the customer having to do all of the chasing though.

The firm no longer answers phone enquiries, and my alarm serve is overdue. They claim to be prioritising emergencies, but it seems clear their whole call centre is failing, with no returned calls, no answers to email and no attempts to schedule engineers as promised.

I have no confidence that they would actually respond to an alarm being triggered.

My suspicion is it may not even be trading, aside from taking payments.

On 23 May I contacted PMP through the contact email they have referred several other reviewers to use to ensure a response.
I received an acknowledgement confirming receipt of my query and was advised they were extremely busy but would respond within 5 working days. I am still awaiting contact even though on the same day I sent a recorded delivery letter asking for my contract with them to be cancelled.
I have given PMP the month notice required to terminate my contract and accepted that I will have to pay my June 2023 service charge. I know this is a required part of terminating the contract but I also informed them that the alarm system was not functioning.
PMP seem to respond to reviewers on Trustpilot so I am hoping this review my prompt them to respond to my emails and letter.
UPDATE Not sure if it is coincidence but two hours after posting this review I was contacted by PMP confirming that they had received my contract termination details and offering to arrange for a service visit to get the alarm working. I have therefore updated my review to three stars.

Following on from my previous unfavourable review, I have at last had a response and a service visit from a friendly and helpful engineer. Also a phone call and email to sort out a change to my customer agreement. Hoping that all goes without any delay.

Our door sensor was damaged after we had a new door fitted.

TWO engineers visited and the senior engineer, of the two, told us that we would have to pay £140 to replace the sensor. We considered that cost, to replace two cheap bits of plastic, to be excessive, particularly as we have been loyal customers for over 20 years.

When we asked to end our contract and for our system to be disconnected, we were told to put this in writing via email, and that there would be a disconnection charge of £70 or alternatively we could employ the services of an electrician.

We emailed to cancel the contract, but we have not received any acknowledgement whatsoever, and PMP continued to try to take their monthly payment.

When one of the two engineers returned to disconnect the system, he told us that the senior engineer, who had previously accompanied him, had gone AWOL and that no one knew of his whereabouts.

Our impression of PMP is that they simply don’t care about their customers, and so we intend to use a different company for our house alarm.

Frankly even one star would be too generous.
Whilst the engineers are professional and competent, nothing else I have encountered with this company could be described as such.
Reliably unreliable. Absolute shambles.

Absolutely dreadful company. I would advise everyone to steer clear. I had my alarm installed by a different company and all was good however they were bought out by Protect my Property. I am supposed to have an annual service, this never happens but they take the money every month. If you need any help, expect to be on hold for about half an hour before anyone answers the phone then they’ll tell you to email / someone will call you / you’ll get something in the post. This will never happen. This company is in a mess and I would give 0 for customer service if I could.

Have been with PMP for 17 years, when they were originally British Gas alarms, then Dyno, and now PMP. I have paid a monthly direct debit since the start which entitles me to an annual alarm service. However, since 2020 I have had absolutely no contact from PMP to schedule an alarm service. Granted, Covid put things on hold for a bit but there has been zero customer service from PMP to schedule the next service. I now have a fault on my alarm system, most likely due to the battery needing replacement. I have tried multiple times to get through on the phone and no-one answers, even after being on hold for 30 mins. When I finally did get through to someone after numerous attempts I was told an engineer would call me to troubleshoot the issue over the phone. An engineer did call and told me what I already knew (the battery was on it’s way out). He then said he would put a ticket in for someone to call me back to arrange a service. No-one called me back. I then tried calling again multiple times, no answer. Managed to get through once more, spoke to someone who sounded like they were on a mobile phone, and they said they would put an email through to the service department to arrange the service for me. Still no contact after 3 weeks. This company is an absolute shambles, please avoid them if you are considering signing up.

UPDATE: I had call from Jessica at PMP after I wrote my TrustPilot review. Jessica was helpful and arranged for an engineer to visit. I have now had my alarm system serviced by Piotr who also replaced the control panel as the display was not working properly (even though this wasn’t causing a problem with the alarm system). It’s a shame that I had to write a bad review in order to get a response.

Well unlike many others, I did get through promptly on the phone - not that it helped much! I’ve moved into a property with an old “British Gas” alarm and was advised during the sale process that the contract had been cancelled. I was having some work done and wanted to know how to deactivate the alarm in case moving any of the sensors caused a problem. I was told to just get an electrician to disable it! How many sparkies do you know that would just do that? I phone a couple and they all laughed & said that any attempt would set off the “tamper” alarm. They were however far more reassuring to say that, should this happen accidentally, I could easily silence the alarm by. using the alarm code. I was given the impression that the only way to get any help was to sign up with them….but hang on, the Account was still in the previous name, so I could do nothing! They confirmed the account with them had been cancelled, but that they couldn’t disable the alarm without the previous resident’s say-so??? Catch 22. I will get a reputable Alarm company to come & resolve this. Certainly not this shower. Fortunately, with the advice of one of the Electricians and the ingenuity of the builders I have overcome the immediate problem, but “Protect my Property” could have told me how to do this. They are supposed to be the experts

Well reassuring that the information was wrong - as I suspected. I will try emailing as suggested and we will see….

I had a great experience with Jessica when I phoned her today to inquire about my alarm.She was patient and very helpful and was able to explain and give comprehensive answers to all the questions we asked. I was impressed by her knowledge about the products and the service your company provides. She was very clear in what she said and we were so pleased with the conversation we had.

I wish there were more staff like Jessica.

We phoned a few minutes before the closing time , despite which she took her own time to explain everything and did not rush through things.
I wish her well in all her endeavours.

Absolutely dreadful company. I would advise everyone to steer clear. I had my alarm installed by a different company and all was good however they were bought out by Protect my Property. I am supposed to have an annual service and the previous company would phone me to book it but this never happens with PMP. If you need any help, expect to be on hold for about half an hour before anyone answers the phone then they’ll tell you to email / someone will call you / you’ll get something in the post. This will never happen. This company is in a mess and I would give 0 for customer service if I could.

We have been with this company for 23 years to support our monitored burglar alarm. Over the years we have had numerous engineers. We had our alarm serviced today by engineer Richy. He telephoned prior to arriving to let us know he was on the way. He was polite, professional and very knowledgeable and explained all about the checks, battery changes etc he had done. He also answered queries me and my wife had and went that second mile. He is a credit to the organisation and gave excellent service, hence I can highly recommend Protect My Property for anyone requiring an up-to date burglar alarm. Well done.

Been with this company for in excess of 20 years (undergoing several name changes)
The engineers are great – especially Chris – only reason why I stuck with them for so long.
The office, however, is a different story - despite paying for 2 x services a year – they rarely contact the customer – leaving it to the customer to contact them.
I have recently cancelled my contract (I think) as have had no written confirmation from them and despite making several phone calls no one returns my messages.
I now notice they have taken a direct debit after my contract end date – refund requested from bank – so presume they haven’t even updated their systems.
I understand they are losing customers hand over fist …

This company is absolutely impossible to reach on the phone even for urgent issues

We have been with this company for 24 years although it has changed hand several times. First I want to give 5 Stars to Chris P. our engineer. He is friendly and polite, explaining ways to fully utilise the emergency buttons on the panel which I didn't know for the past donkey years. So thanks Chris for everything.
I have previously complaint to Protect My Property about their appalling service. They really are dreadful.
Our engineer Chris P. has make me forgotten how bad this company is... He is brilliant.
Date of experience: April 24, 2023

We have been with this company for 25 years although it’s not always been called protect my property. First I want to give 5 Stars to Pete our engineer. He is always friendly polite and does a fabulous job. So thanks Pete for everything.
Secondly like the previous complaints the office set up at Protect My Property is abysmal. They really are dreadful. I feel they don’t have enough staff but it does need to change, because you will lose customers.
Back to our engineer if we could give Pete 100 stars we would. He is brilliant.