Protect My Property 

My original complaint was a 1 star and ended with the paragraph below. Well, all credit to their customer service manager Claire who responded by 'phoning me that night, and we had a good half hour on the 'phone. Part of the problem was not Covid itself, but their staff all getting pinged - I have to say this hadn't occurred to me. Anyway, an engineer was sent and has efficiently sorted out my problem, and I understand that they may modify some of their systems.

Thank you, Claire

This below was my previous sum-up. I hope that I was wrong, in the meantime, I'll raise the rating to 4 stars for a quick and human response...

The really, really sad thing, is that this company, who we have used for years, used to be really good, and were always a pleasure to deal with. The problem won't be the people who come to do the alarm, it'll be the management. My experience today smacks of staff poorly treated and managed, in a joyless working environment, losing their motivation.

Have been a customer since British Gas ownership then Dyno Secure and now Protect My Property - unfortunately we each company ownership change, the service received is becoming more unsatisfactory and unprofessional. We discovered our alarm was not being monitored and hadn’t been for sometime, despite having the Response 400 Agreement. Routine maintenance has not been completed for over 2 years and now two failed service visits. No response from phone calls or emails. It surprises me that they have any positive reviews.

Rob our engineer in challenging times was tested in this installation but to his credit he got there in the end. I felt for him having to be masked up and running up and down stairs. He never lost his professionalism and was a credit to your company. Thank you.

Jason H came to do my service, following a new door being put on and my senor having been taken off the old one. He was very thorough and there were a couple of issues which he explained required attention. There was a cost involved, but for the sake of security is was worth it. He was not insistant that the changes should be made but I am glad he told me and I could make my own mind up. He came the following week and set up the extra requirements. Once again, pleasant and thorough.
I have been with PMP for many years and the standard of attention given is excellent

Great advice before purchase and guidance for self-fitting once the equipment arrived.

Set up is easy customisable to just capture suspicious activity without triggering all the time. The video analytics are well thought out and ensure the all areas are covered.

The equipment is very well made and definitely worth the price.

Jason H was excellent, he was polite and respectful. he alerted me to features I was unaware of, or maybe forgotten after many years of having the alarm installed

Jason H was excellent, with everything he did, polite, knowledgeable, and was very helpful with my questions.

We have just had a service of our alarm from your engineer Shane. Very efficient service expertly carried out. Very polite, knowledgable and respectful engineer.

We have had our alarm since the British Gas days and have been very satisfied until the pandemic when for understandable reasons the usual standard of response slipped. However we have now had an excellent service visit from Paul who rectified the fault, replaced the battery and gave us very comprehensive instructions that alerted us to features we were unaware of even after nearly 20 years.
Restored our faith.

Please avoid this company. We had a terrible experience from them and were extremely disappointed. From being asked to provide proof that we had paid for our alarm (I wonder how their record keeping is especially since they are vat registered), to making promises and not fulfilling them and having to chase them for months to get a reply. Honestly, please stay away and find yourself a trust worthy and reliable company. I will not go into details but I feel the need to warn people.

What a shocking company
We had an alarm installed at our new address in February 19, and from that date we never heard from them again.
We paid every month as requested by PROTECT MY PROPERTY and no service not even a phone call
When we contacted them the was rude, unhelpful
and promised return calls but never ever returned calls or emails.

The manager in the office did at least did try to help, but Her Manager did not even respond to an Email, let alone return. Call, the company are a decrease in my opinion.

I had my system installed in 2002 by British Gas who then passed the security side of the business to Dyno Secure when they bought Dyno Rod out and the service received by both was brilliant. Since the business was rebranded Protect My Property the service has declined year upon year, to the extent that service from the office side of the company is now atrocious. Missed contractual service appointments are the norm, the so called managers who refuse to answer customer calls when specifically asked for as the advisor wasn't in a position to answer my query, yet tell the frontline staff what to say and email my complaint in. Well that's what I did a month ago and guess what haven't received so much as an acknowledgement it's a good job the engineers a great as the office side is a shambles led by ineffective managers!

We have used this alarm company since 1998, originally it was British Gas, our alarm was serviced twice a year, no problems, all good. Then we received notification that Protect My Property had taken over the contract and we would only receive an annual service, not good, but bearable if the system was supported properly. Unfortunately our alarm activated in the middle of the night on 6th October, after we got over the shock of checking the house for fire or burglary, we reset the system, waited for an activation call, but after some time, we gave up waiting, tried to ring the 0800 number without reply, so we decided to return to bed, no follow up call received!
Then the next night, the alarm activated again, once more we toured the house giving a good look around, fortunately nothing found, no activation call received again, so once again we reset the system and returned to bed, but the alarm activated again an hour later, so we did not reset. We have since waited for someone, or in fact, anyone, to ring and discuss this activation, but nothing!
Today, now a week later, we have not had use of the alarm, although I’m still paying for it, somebody finally rang to discuss, but the line cut off before a discussion could be had, this person didn’t bother to ring back, so we tried the 0800 number, but it just rings without answer. I decided to start a live chat on the website and asked them to ring me, which they did, BUT, this person made no mention of the fact that the alarm has been out of action for over a week, THEN they advised that they can’t get an engineer out to us until 27th September, so that means no alarm for 3 weeks, I think this service is appalling, I know the current situation is causing issues within all business areas, but I pay a lot of money for a monitored alarm that isn’t being monitored, nor is it being serviced regularly, and currently cannot be used, not very good for a loyal customer of 22 years :(

Excellent service from all involved when our smoke alarm went off unexplained, everyone very helpful and the service engineer Paul was very thorough, ensuring we were not put at any risk, with wearing gloves, face mask and shoes covers, cleaned everything down properly before he left too and resolved the problem, so very grateful.

Rubbish service. My alarm needs to be reset and waiting for an engineer but no response. Is this company has no staff?? Had been with them for 8 years, last 6 months appalling service!!’

UPDATE:-
Received a phone call from Protect my Property after I rang the Stevenage HQ. They contacted them and Nicola rang me.
Full of apologies and promised to rectify the issue and we came to an agreement which I’m happy with.
So feel it’s only fair I post this update. I hope it returns to being the great service I once knew. For now I’m satisfied with the outcome

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Seriously considering cancelling my contract and going to trading standards and any other governing body I can think of.
I’ve had my alarm 20yrs, it was with British Gas originally and they gave the alarm part to ProtectmyProperty. All was going fine, alarm was serviced twice a year as part of my contract with them.
Then I realised the alarm hadn’t been serviced in some time - upon checking my service book since 2017!!!
So you can imagine I’m not one bit happy, I’m paying a lot of money for the Response 400 contract I have with them.
Made a call to complain on Monday 14th September. Chased for a response on Wednesday 16th sept and also to chase up the non existent service phone call that I was told I’d receive on Monday.
Booked for a service the first one in 3yrs!! Was told someone would call me. I said don’t call Thursday 17th September as I’ll be in hospital. So guess what they rang as I was getting prepped for surgery - told them I couldn’t talk. Lady apologised said she’d ring Friday.
Think you get the picture by now. No call came and I chased yesterday Wednesday 23rd September for some response to my complaint. Can you believe they manager or whoever should have been talking to me passed a message back through the call handler that they tried calling Friday but the number wasn’t working!!! And they’d offer me 3 months free.
I said NO WAY, told the lady to pass that back to her supervisor/manager and remind them they should have been taking the call and also remind them they’ve had the best part of £1000 from me the last 3yrs and my alarm was serviced once only in 2017 and nothing since then. Yet they’ve been quick enough to take my money.
The call handler then informed me I’d have to wait to speak to the other person as they were finishing work for the day....
Can you believe the nerve of how that call was handled. I’m beyond disgusted and I’m taking this all the way.
I intend next to write the the CEO, directors along with trading standards and the Ombudsman.
Totally unacceptable.
So right now I’d be advising people to steer clear and do not use them.

Protect my property took two payments in August, no notification, no annual financial statement was received till early Sept, took two phone calls.
Refund of double payment asked for on September 2nd, promised within 5 days.Still waiting on September 14th.

Email sent Protect my Property 5/09/2020.
I would like to make a formal complaint.
I had a call from your company regarding my service booked on 8th of this month. This call from you was all about allowing your service engineer
to do a 'SIGNAL' survey for another company, not about my service booking!!! There was no forewarning in writing, or a proper explanation who this other company was .
I was was asked on the spot and I said no, but your person still tried to bully me to agree. It's quite obvious you are getting paid to do this survey for this other company
when I'm paying you for my service contract.
I am not at all happy, in fact I am shocked by your unprofessional standards of conduct.
Keith Fuller.

I never said that they were not working throughout C/19 nor that they were not available. I have just put a call out for the Manager Shawn, and awaiting his call back to resolve this once and for all.
My issues were of PPE hit and miss, more miss than hit, time keeping, ie., told I would have an enginerr between 14-16 hrs 16.00 hrs came not the engineer, called office later told by Shawn that the engineer had it down as 16.00 to ? anyway that was sorted as they said he would come any day time that suited me, I choose a Sat., I am not going to go into any more details, only to say it was a disaster, not so much the alarm issue, but another matter.

Protect My Property responded to my original review on here asking me to contact them. There is no way to reply to them here other than adding this edit. I still have had no response to the two email enquiries I sent in August, so I hold out little hope of any further response from the company. They appeared not to care then that they were going to lose me as a customer because they weren’t fulfilling their responsibilities. It’s even less likely that they’ll care now that I have cancelled my contract.

I’ve been using this company for a few years & have always found them excellent to deal with. However, my recent experience with them has been appalling. When we had our alarm serviced at the end of last year, the wireless sensors needed new batteries. The engineer didn’t have the right ones with him so they had to be ordered & a further appointment made to install them in late December. That appointment was cancelled as the batteries hadn’t arrived & they said they would get in touch with me once they came in. Then COVID hit and I didn’t chase it up as I wasn’t keen to have anyone in the house & the alarm could still be set. Eventually, the warning light came on & I called to see if the job could now be done. The following day, a message was left to say that batteries had been ordered & an appointment would be made when they arrived. A few weeks later, I called again & the person I spoke to said he would check what was happening & call me right back. That didn’t happen. I then sent a message via their website enquiry form informing them that I would allow 7 days for them to contact me, and if I hadn’t heard from them, I would cancel my contract as they weren’t fulfilling their obligations. Needless to say, there was no further contact with them so I sent an email last week advising them that I was now terminating my contract and cancelling my direct debit. I also requested a refund of all sums paid since the contact renewed automatically a few months ago as they have carried out no work for me in that time. I have still heard nothing and the date on which the direct debit should have been collected has passed. I’m deeply dissatisfied with this level of service and I’ve reached the end of my patience. I’m pretty sure it breaches the terms of their accreditation with NSI too. I know the pandemic has affected the efficiency of some businesses, but the batteries should have been ordered & installed long before Covid became an issue. I’ll now be looking for more reliable cover elsewhere.