Cryptex Group Reviews 4

Engineers charge a fee to come look at their own system failing and alarms randomly going off - recommend don’t install

I have been dealing with Cryptex for my fire and security alarms for my office for the last 5 years. The service I have received from them over this time has been excellent, their engineers are always very friendly and helpful. Can't fault them.

Very rude staff and terrible driving. Parked their van so they blocked traffic and refused to move. Several people asked if the van could be moved but we were told he was parking there.

I don't know how to put into words how humiliating and upsetting I found my interactions over a series of months with the owner of Cryptex and another member of his team, after an initially promising start - concerning a serious health issue (that I tried to explain to them many times (in as reasonable, detailed and constructive manner as possible) and the consequent need to respect specific pandemic protocols during visits to my property due to extreme susceptibility - measures that all other companies and individuals visiting the property have been perfectly happy to accommodate. I feel their cold and dogged lack of understanding, and blanket unwillingness to accept the solution I proposed, or to make any attempt to find a mutually acceptable and safe solution when the work on my alarm system was urgent (and due to this lack of agreement could not proceed) was discriminatory and totally lacking in human decency. On a much more minor note but indicative of what I feel to be their arrogant attitude, when I warned the owner about small mix ups in my billing (eg, that I had received a late due notice for my annual renewal asking me to proceed with immediate payment although there were weeks still to go until the actual official renewal date or date on the invoice) he at first refuted this and suggested I had failed to read what was "clearly written" and when I followed up politely showing what I had genuinely received two invoice demands two months early, he simply ignored it Additionally during my eleven months as a client of Cryptex, on the the few occasions when my alarm panel displayed a communication fault for a substantial period (48 or 72 hours etc) Cryptex never contacted me to warn me that they were not receiving a signal (it was only acknowledged if I contacted them myself to inquire about it). This included one communication error that was displayed for several weeks - leaving me with some doubts as to how efficient their monitoring service actually is. Lastly please note, (although this might be normal practice in London?) they count the first annual contract from the day you sign the contract, not the day that they begin monitoring the alarm of the property, so in my case, I paid for 19 days during which there was no monitoring because their engineer was not yet available to come to the property to set up the planned connection to the station, followed by a delay of a few days due to of an error on his part which demanded he make a return visit before the monitoring could finally start. Again when I asked the owner if he could please confirm if this including of the 19 days was correct or not, he simply ignored my question.
A profoundly hurtful and shocking experience. I hope one day these people will acquire a minimum of humility, and empathy towards people dealing with health and other disabilities, although I would not hold my breath. I personally would not advise anyone I know with a health issue or disability deal with this company in any form. Aside from the distress and humiliation, it has led to considerable time loss and a series of practical issues for me and the property's insurers, due to the works being deemed urgent; and the need to walk away and now try to find another last minute solution.