Been with them for over a year and had no problems, or with the 'black box' itself. However, recently changed my vehicle and had to get a new box fitted. This came with a £135 'installation fee'. They said on the phone I have 21 working days to get it installed and gave me a choice of 3 dates for my area, policy was taken out on the 4th may, appointment for box to be fitted made for the 20th, well within the 21 day rule. Today I had a call from them (2 days before) as they could not get an engineer out to me and the only next date was the 27th, I arranged for the 27th and then they call me back realising they made a mistake as the date is after 21 days. I called customer services to see if I could get an extension but their reply was no and that I should of chosen a sooner date to start with and questioned why I didn't pick a sooner date! The lady then said my policy would be cancelled Monday if I don't get it fitted before then even though the 25th would be the cut off point for the 21 day period??? Then contacted the installation company and they said they struggle to get an engineers to my area, so therefore I have to travel 50 miles to my university address to get it fitted Wednesday so they don't cancel my policy. All I can say is, don't let customer services push you about on the phone and stand your ground. Didn't get any apology for the confusion on their part. I'm not paying nearly £700 a year plus 'installation' fees for that. Won't be renewing.