Protect My Property 

Following on from my other review of protect my property. If I knew how to link the 2 I would.
They answered as below, don’t know why as I’ve sent 2 e mails about my problems and heard nothing so can only assume this generic ‘sorry to hear about your problems get in touch and we’ll
Look into it’ is a standard response as no one looks into anything.
Still having issues with my alarm. Would not set over the weekend. Engeineer called, isolated one area with promise of an appt.
Shockingly that didn’t happen.
Wondering what I’ve paid £20 in October as alarm didn’t work , one engineer visit didn’t fix it and I’ve been on hold for a total of 2 hours with all the phone calls added together.
Feel Pretty helpless which is why I’ve written a second review. Totally fed up.

The engineer, Ben, who has just installed my new wireless alarm system, was so helpful. He worked in a very tidy manner and clearly understood the alarm very well. Nothing was too much trouble.

Terrible products. No pet friendly. Called twice to move/adjust sensors for cats and still they would trigger the alarm. Also once you stop paying them they will not bother to come and remove old equipment and now it's ringing because it's low battery and essentially we are buggered now because we have to pay an electrician to take the s**** equipment out.

Got burgled, needed a reset of the alarm and some repair to a box that was damaged. Engineer arrived, could not fix it and then no follow up. Had to call them several times to remind them and then was told that a new appointment would take several days. so left without an alarm, family worried after the break-in. No regard from the company no attempt to move any quicker-just lame excuses and a 10 day wait to speak to someone senior. Just shockingly poor service form this company , I am lost for words!!- all this and I have paid £28 p/m for the last 15 years for this appaling service. Taken me for a ride!- avoid at all costs.

Jessica Arnell was very helpful, gave me clear advice and options over the phone and even offered to call the tenants to see if any support could be offered on the phone

Arrived on time, telephone 20 mins before, explained everything clearly, carried out the job in a professional, friendly manner

We have been customers of this and preceding companies security system for many years Since the present organisation has taken over the operation improvement of service is now excellent The engineer that we have is always on time and completed the service with full explanation of work undertaken Very pleased

Having realised my annual alarm service was overdue , I contacted protect my property via their own website portal. They replied the very next day with a very polite phone call to arrange a visit. I also notified them of a trouble light on the alarm panel. They arranged an immediate call with their technical department ( Jessica ) who talked me through a fault diagnosis via the alarm keypad. This had 2 effects, it diagnosed that the alarm battery was run down and we were also able to reduce the beeping that notified us of this regularly. From this call they organised an engineer to visit within 48 hours to fix the battery and to perform the routine maintenance. Stephen the engineer was a lovely polite fella who did a great job. Great service all round, and this is why I’ve continued my annual maintenance contract with protect my property for many years.

Terrible company. Original install
Done in March. A few problems so returned in April. Engineer then left having not completed paperwork.
We chased for paperwork and paid for install but needed an engineer for a fault.
Engineer then spent time on the phone as hadn’t done work on that alarm. He took paperwork and cheque and bank details. When we next had a problem they didn’t return call and after chasing up we eventually realised that that engineer had also left.
They sent some of the paperwork, that I returned. We arranged an engineer to fix the alarm. I requested the missing paperwork to come with engineer.
A call last week to check paperwork , confirmed engineer will bring paperwork.
They cancelled the engineer this morning as no paperwork and obviously no details of conversations regarding their terrible service.

I have now asked them to tear up the contract when it arrives as they obviously cannot fulfil their side in the south of England.

Great service from protect my property Richy was on time efficient well mannerd and willing to help.

Due to a telephone line failure the alarm needed to be reset. Jessica carried out the task, including retesting the line very quickly and effectively. System back to normal in just a few minutes.

I am very happy with yesterday’s service! Unfortunately my decorator cut through one of my alarm cables which then set off my alarm and left some of it non-functioning and with a live wire exposed! I spoke to both Connor, Max and a lady whose name I didn’t catch on the customer services line and all were lovely, helpful and sympathetic . I explained I had small children and requested an emergency engineer visit. Erim arrived about an hour later and was fabulous! He explained what needed to be done and deactivated the live cable. A follow up appointment was booked in 2 weeks to install a wireless movement sensor and smoke alarm so I don’t need to recut a channel in my newly plastered and decorated walls and don’t need to lift up my new carpet only fitted 1 week ago! I was super stressed and really appreciate the prompt attendance, friendliness and efficiency of the engineer.

Whatever PMP are paying Ben (the engineer who we have been dealing with) it’s not enough. He is an absolute credit to that company. He knows the systems inside out, is prompt, courteous, kind and goes out of his way to help. After a number of less than ideal experiences with previous engineers (who in truth were pretty terrible), he has restored my faith in the company. I could not recommend him highly enough in all honesty.

Fault reported in early September took ages to get a call from an engineer on the phone. System needs a full service and booked nearly a month later and just cancelled that and put it back another 3 weeks. They are advertising for engineers so must be short staffed. We are going to look to see if we can find a local company who actually turn up when they say they will and cancel the contract. Its a shame as they were OK a couple of years ago. Well surprise surprise. They cancelled again. My turn to cancel now. I can only say stay away from this company at all costs

We had a problem with a door alarm. I was impressed with the professional response from the help desk and the speed of the call-back from the on-call engineer who quickly neutralised the problem. The visiting engineer, Ricky, was friendly and speedily repaired the problem. I liked the fact that he was well supported by phone and he took the time to record the way he resolved what was, to him, a new type of repair. I felt he is a very diligent engineer, a trait that has been evident in all the visits he has made to us.

Catalogue of incompetence and disasters. I've had my alarm for years, but was upgrading my phone line to digital. Contacted PMP in May and told them, arranged for engineer to visit to advise my options. Appointment cancelled at short notice. Rearranged for 10 June during which I was informed of upgrade requirement and parts would take a week to arrive. Phone line was changed in 17 june, so monitoring was stopped when I phoned them to tell them. I had to continually chase up a date for install. Eventually given a date that was then cancelled at short notice. They eventually turned up on 11 July and installed the kit, which didn't work. Apparently the only kit they install requires an O2 phone signal and they couldn't get a signal. I was then told I would need a Wi-Fi system working off my broadband, more parts. Again told parts would take a week. Told engineer I was going on holiday soon and was told it would be sorted. Phoned PMP a couple of days later to confirm parts ordered and would be installed before my holiday. This was the last I heard from them for two months. They only contacted me to say my direct debit had not been paid. I phoned them and had to explain that no monitoring, no working kit and no customer service equalled no payment. Arrangements then made for a further visit to change to Wi-Fi once new parts arrive! Parts originally ordered 2 months ago. This appointment was then cancelled at short notice because the parts hadn't arrived! When the engineer did arrive he told me that the appointment was cancelled at his insistence because the office staff hadn't ordered the parts, instead they told him he had already installed them. They would not believe him when he explained what he had fitted.
There is a complete lack of any customer service from this business. Why they rely solely on it getting an O2 signal is beyond my understanding, surely any reputable company would use a variety of different sums in different areas, or alternatively the kit just doesn't work. I reckon it's the kit is faulty.
If you have a choice think very seriously before dealing with Protect My Property.

UPDATE on 20 October. Protect My Property replied on this site the next day and asked for my contact details, which I sent them that same day. No surprise but that was the last I heard from them. Their customer service is non existent.

Absolute shambles. Have a faulty alarm, rang Protect my Property with whom I have a contract and pay a monthly fee to. After my initial call an engineer called my back, we went through a process and I was advised another engineer would call to arrange a repair visit. Having taken time off work today I received a call at 1.50pm to be told an engineer wouldn’t be attending today and wouldn’t be with me for another 6 days. I explained that my alarm isn’t working but there was no urgency on their part. I’m so disappointed with their service and lack of customer care. Wouldn’t recommend them to anyone.

Follow up - another wasted afternoon when Protect my Property failed to turn up. Made 4 phone calls during which I was assured they would come out or I would get a call to advise there was a problem. Well it’s 6.58pm so I'm guessing I won’t get a call and I won’t get an engineer either……. Worst company I’ve ever dealt with.

Jessica from support was excellent she managed to get all the devices registered. Still some fine tuning need which I have opened a ticket for.

4weeks to repair the system and £204! Although the invoice said that further work was required they didn't do anything until I rang. Hardly professional.

I can only echo the negative comments expressed here. Have been paying a regular direct debit for a system which rarely works, lengthy delays waiting for an engineer who repaired the system which promptly failed again. Currently have no alarm.
The website has no email address just a phone number which doesn't pick up. The website is of course aimed at selling more alarm systems not at responding to customers. I've had to use their sales website to send a message to request termination of contract.
Dreadful.