Protect My Property 

If it was possible to give a 0 star rating or a minus rating for this Company I would.

I have used this Companies services for a number of years however for the last three years I've had nothing but trouble and issues. In February 2022 I was told that I needed to have a new device installed to keep my alarm monitored. I have always paid my yearly maintenance fee a year in advance but for the last 14 months my property has not been protected, even though I paid in full my maintenance fee up front. For the last 14 months I've had a complete nightmare with this company, I've had several appointments made to install the new device required and every single one of the appointments made have been cancelled by the company, with most of the appointments being cancelled on the day the installation should of happened. I have spent countless hours on the phone to this Company and sent countless emails trying to resolve this matter, unfortunately Protect My Property has never resolved the matter or installed the new device needed so, after 14 months of waiting and trying my best to resolve this issue I gave up. I then sent an email to the complaints manager asking for a full refund. Again trying to obtain a refund has been a nightmare. After waiting for 14 months for this Company to install the new device, the cancelled appointments, the worry of my home not being protected and the stress of it all, I felt a full refund was a small ask. It has taken me several weeks to get a refund from this Company which I finally received on 14.04.23. I only received a refund after telling this Company I was now going to put this matter in the hands of my solicitor and take to the small claims court. This Company has the worst customer service I have ever come across and has caused me so much unnecessary stress. If this Company owes you money please do not let them get away with it, make them pay the money owed to you back. I honestly do not know how this Company is still in business or has any customers, considering the shocking service they provide.

This is the only review I have ever left but felt so strongly about warning others of using this company I decided to leave my first ever review.

We inherited Protect My Property from BT and everything was fine until 2020. SInce then they no longer call to schedule servicing appointments and they ignore all emails. We also missed quite a number of alarm services as a result.

Until the start of this year we were on the top tier monitored contract, which includes 2 services per year. The 24 month contract we were on ended and on phoning them I decided it was now too expensive for even the unmonitored service and the continuous hassle. Especially as you have to chase them up to actually receive any service. So I gave notice of cancellation.

To add insult to injury they took a full month's payment during the cancellation month period and refuse to reimburse the overpayment of 12 days.

Also, I am now unable to administer the alarm system I OWN as they had disabled access to the installer's menu on the keypad. A request for assistance was, of course, totally ignored.

A very unprofessional company and I would suggest you save yourself the hassle and frustration of dealing with them.

There’s nothing to say than that the company must write a book of excuses and even they are just lies nobody can ever help you and they never call back has to be th worst company that is in the business. The best part of the company is the monitoring set up which they don’t own.

After 3 frustrating emailed attempts to have my alarm upgrade problem solved one phone call with Jessica Arnell resolved all my issues to my satisfaction. Calm professional and empowered to deal with my problem.

Our system was not compatible with BT broadband upgrade and Robert recommended the perfect (for us) replacement system. It meets all our needs and he installed it very efficiently. Also he was very patient giving instructions on its use and helped us try it out several times so we were comfortable with its operation.

From my original post on this dreadful awful company.I had a wonderful friendly engineer arrive this morning as planned.BUTiI made my complaint on March 14th on Friday 31st March I received an email from someone called Sean title of the email is ' Senior Tech Support and Complaints Advisor !!! I emailed back saying Monday would be good to call. NO RESPONSE NO call, Wednesday night 5th April I email again saying ' was surprised no call or email...Today nothing at all from the company, Thankfully the engineer this morning was good, but where I go now with this appalling company, I have no idea. Really need to speak to the MD

Jess was so helpful with my concerns and has fixed everything! I am really appreciative of the service!!!

I have had a fault on my alarm system since before Christmas 2022 I was advised have it serviced, I had it serviced in January fault remained, I had another engineer call who told me how to record errors. I did this and the reported the messages. I have phoned 3 times for a engineer visit so far no call back for an appointment. I have had no replies also I phoned to speak to the complaints department I was told it could take two weeks for them to reply time passed no calls.

Jessica was very helpful, courteous and professional. She helped me with a problem I had with the alarm.

Jessica was very helpful and professional . She managed to sort the issue i had with Alarm .

Dreadful company - zero customer service / no-one answers the phone but very happy to take cash in advance - they installed our alarm in 2017 but I chose not to have a service contract as they moved operations to the North East. Lightning struck the telegraph pole outside our house and blew up the alarm in September 2022. Got the first appt in December 2022! Parts then ordered - after a cancelled appt due to engineer shortage, finally came round in March 2022. Still need another part ordered - this was over 2 weeks ago and I have made x2 phone calls and x3 emails and am yet to receive a response. The alarm works but the communicator does not, the outside siren was not fixed and the time is incorrect on the keypad. This is acceptable. Avoid like the plague! Be warned.

Richy the alarm engineer attended to service our house alarm system. He rang ahead to let me know when he would be arriving, was polite and explained the checks done and answered my queries. Excellent service from Richy.

Had our annual service done by Richy. He's really professional and friendly. Talked me through everything he did and showed me how the new key pad worked. He's a credit to the company.

Richard did a great job as usual. He’s always on time , leaves no mess and always ready to explain everything

Engineer, Richy, was very professional and talked me through everything he was doing and what he was testing and when.
He checked if I had any questions/queries, which I didn’t but felt confident Richy could answer them if I had.
Very satisfied with the alarm service.

Everything about the upgrade of my alarm has gone well. The booking and payment was most efficient. The engineer Erim was utterly superb. He was polite, charming, efficient, tidy and highly competent. He did the work swiftly and thoroughly. He explained things well and is an absolute credit to your company. Jessica was most efficient and helpful in taking payment following the work being completed. I can highly recommend Protect My Property and Jessica and Erim to anyone needing a burglar alarm fitted or upgraded.

Great service, Richy was very helpful and pleasant, couldn’t do enough for us.

Our alarm was inadvertently triggered this morning when I pressed a wrong number on the keypad. The response was good and they phoned to check everything was OK and alerted the police.
However, the alarm now needs resetting and I have spent over an hour on the phone trying to arrange this but the call isn’t answered.
My wife and I are both 80 years of age and have been with this firm for many years. Perhaps now is the time to change.

Since posting the above, Jessica Arnell contacted us and explained they had had problems with their telephone system and apologised profusely. She arranged for an Engineer to contact us to help us reset the keypad. Thank you, Jessica, you were extremely helpful and we are reassured.

I have been with PMP since they took over the previous company I was with, Had a major issue with them a couple of years ago which took ages to sort out, and management stepped up thankfully. I have now been trying for 2 days at various times to arrange a service call, I am left hanging on for ages listening to music as a previous reviewer said. I am at work trying to do this and it is not really allowed for me to sit on the phone for 15 + mins 4 times a day and then get cut off. I can not hang on for 20 mins whilst working, I then complete the on line contact form that does not go through I get an error message!
I have just sent an e-mail. This is not what I expect to do to book a service

We have been with this company for many years to support our monitored burglar alarm.
Their service is prompt, and the service engineers are always invaluable.
It was time to upgrade our system due to the Virgin upgrade.
Since we are a retired couple, the quote we had was a little bit higher than we could afford.
But one of the lovely ladies, Jessica Arnell, got connected with us; she was polite, helpful, and considerable.
And the amazing thing is that she had the price substantially reduced, so we are so happy.
Thank you, Jessica; you are the best, and thank you, Protect My Property.
May our Jesus bless you abundantly.