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Protect My Property Reviews

4.0 Rating 198 Reviews

74 %

of reviewers recommend Protect My Property

Company Reviews

4.0

Based on 198 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	3.5 out of 5

Visit Website

Phone:

0800 004 999

Email:

enquiries@protectmyproperty.co.uk

Location:

11 Silver Fox WayCobalt Business Park, ,
Newcastle Upon Tyne
NE27 0QJ

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Protect My Property 5 star review on 18th May 2021

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“2 years ago I would have given them 5 stars, not anymore, the service standards have dropped though the floor. I have been trying to book an engineer appointment for 5 months to service my alarm and update it. It has been a series of cancelled appointments, long waits on the phone to book re appoints which are always at least a month ahead only to be cancelled a day or two before. This week they even range me twice to cancel, giving a different excuse each time. Heaven knows what would have happened if my alarm had developed a fault, time to find a new alarm company I think. I have been with them for about 10 years, not for much longer! Such a shame when a good company looses the plot so badly.”

Posted 2 years ago

“Absolutely unprofessional behaviour and attitude.”

Posted 2 years ago

“Brutal, not interested in their customers but good at taking their money. Avoid at all costs. Disgruntled ex customer.”

Posted 2 years ago

“Would not recommend this company, no service, missed appointments, no phone calls from the company to say they are not attending. now on our fifth appointment to fix alarm fault which was first arranged for early September next visit is now mid December (That's if anybody turns up) absolute rubbish.”

Posted 2 years ago

“No alarm for three days. They never call you back, advise an engineer will call, they never do. No maintenance for well over a year. Don’t waste your money here. Service really poor.”

Posted 2 years ago

“This company has no concept of customer service. If you are fortunate enough to not have signed a contract with them … DO NOT !!!! They are an absolute shambles. They do not have a customer services department they have so many complaints they actually refer to it as the Complaints Department or Malcolm as it turns out to be. Today Malcolm is off sick so no joy there. We haven’t had a service since JULY 2019. No one phones back. They refuse to give out contact details for their senior management! Absolutely unbelievable. Read other reviews they are virtually all the same.”

Posted 2 years ago

“I have major issues with Protect My Property. They have not bothered to contact me for an annual service (last one was 18+ months ago) and I am paying a monthly maintenance fee. They are very hard to contact, no one ever picks up the phone. So I am switching out and moving to another supplier. If you could rate this company as 0 on trust pilot I would. In summary, extremely poor service, value for money is zilch and with new entrants to the home security market would give Protect My Property a wide berth…Conclusion…..avoid Protect My Property at all cost”

Posted 2 years ago

“4th cancelled engineers visit, the last one on the morning of the visit. Paying a monthly service charge for nothing. Insurance company now refuses to insure property as the alarm has not been serviced for nearly 2 years. Non existent service, be aware of using this company.”

Posted 2 years ago

“Very poor service. It is now over a month since a repair and service was booked with, to date, four postponements each time on the day of the intended visit. This has left frail and vulnerable old lady feeling very concerned. Just tried to telephone on her behalf to sort this out. Gave up after 10 mins on hold. Judging by other comments this is not an isolated incident.”

Posted 2 years ago

Hi Robin I have sent you a message for your contact details I am so sorry about your experience and I will do all I can to help Malcolm Protect my property

Posted 2 years ago

“Have not received a service call for 18 months and recently had three calls cancelled on the morning of the visit. Insurance company is now threatening to cancel my cover as the alarm has not been maintained as per the contract. Customer services are unable to help. Senior management need to sort this out quickly otherwise they will lose existing customers”

Posted 2 years ago

I am so sorry to hear about your experience Stuart. I am more than happy to discuss this in more detail with you if you would like to call me or private message me your contact details Malcolm Protect my property

Posted 2 years ago

“We have had the services for years now but it has deteriorated!I have had to call a few times and no help ! Once I ended up calling a lovely engineer who visited a couple of years ago just to get hold of the office ( fortunately he was still working for them!) I had a service engineer come a few weeks ago who told us we were suppose to have something fitted for our alarm system to work but nothing has been done ! I pay a monthly for no protection ! Ridiculous”

Posted 2 years ago

“We pay £15 per month for a "service" contract. Today we needed it, fast, just to get an engineer to talk me through a reset so that I could leave the house. This is a simple phone call and a 5 minute job. This was the "service" that I got for my £180 or so per year. Had to wait on the phone 3 times for about 15 minutes each time chasing them up, listening to crappy music and the usual nonsense and garbage about how, because of COVID, all their customers can just damn well wait. Was promised a call back, which didn't come and didn't come, necessitating the chasing. When I complained about this, I was argued with. They said they record the calls - and I hope that they did! It took us 90 minutes to get this sorted, which ruined the trip that we were trying to do. So many businesses are ruthlessly using COVID as a fig leaf to slash costs, justify abominable service, and turn their backs on what used to be called Customer Service. This felt like one of those. I do sincerely hope that in addition to nearly £200 per year in fees, we are not also paying through our taxes (and our noses) for COVID business support and furlough for this shambolic outfit, while it, and its staff, treat us in such a rude and contemptuous manner. They're coming to do a "service" next week. Once they've done that, they've had their last payment from us.”

Posted 2 years ago

“Poor installation several return visits missing parts, faulty parts , lack of knowledge to set the system up !!! I now have a alarm system that isant police compliant and they arnt bothered the engineers are lacking in the product knowledge I have no confidence the alarm will work when it needs to !! User beware !!”

Posted 2 years ago

“Terrible customer service In fact shocking service altogether Did not even turn to service alarm”

Posted 3 years ago

“Despite paying monthly for an alarm system installed by British Gas about 20 years ago, since Protect My Property took over maintenance, the service from the office has been appalling and is now non existent. Engineers are excellent but impossible to get them to remedy alarm faults as no answer to either telephone or email requests in last months. Dreadful service. So, I have no alarm system that works and cannot contact company still taking money.”

Posted 3 years ago

“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.”

Posted 3 years ago

Hello, there are few issues we wish to clear regarding this review. Firstly, this complaint came in once the customer had used the system for a year and a half. We were then notified in August this year that they weren’t happy with the system they had chosen and wanted a different one. Given the amount of time which had passed we were unaware that there was any unhappiness with the current alarm they had selected. Regardless, we offered a generous discount of 25% to install the alarm system they were after. What’s more, this customer had previously requested a new key pad from us which we provided free of charge. With regards to emails, we have kept all of our correspondence which shows we have responded to every query in a quickly and timely manner. However, we did not hear from this customer for two months because they said it had gone into their junk box. We have always ensured timely replies in this matter and feel this review is attempting to de-value the service we provide. Finally, we could not find proof of payment from this account, and simply required confirmation for their end so we could investigate further. We have done all we can to appease these concerns and been more than reasonable with our service to date.

Posted 3 years ago

“Atrocious service from the office side of the company, since changing from Dyno Secure missed contractual service appointment is the norm, so called managers who refuse to answer calls when specifically asked for as the advisor wasn't in a position to answer my queries, 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!”

Posted 3 years ago

We are sorry to hear you are not happy with your recent service. Could you please provide us with your account reference details so we can look into this for you and give you a call.

Posted 3 years ago

“Try calling them on the phone and judge the quality and service this company offers on the time it takes them to respond to you. Don’t hold your breath.”

Posted 3 years ago

Hi Paul, Thanks for getting in touch to address your concerns, can you please let us know a little more about the reason for your call and how we can help? Thanks in advance!

Posted 3 years ago

“Beyond terrible service, I’m sharing this on here as I’ve posted the same on trustpilot. 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.”

Posted 3 years ago

Hi There! We hope you don't mind us sharing the update you provided on Trustpilot regarding this compliant below... 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

Posted 3 years ago

“I assure you that the following is FACT See posts under Trustpilot, still updating as the saga continues, and it will as I have discovered something else. However in the meantime. I have just reviewed your - Our New Ways of Working, and watched video, 'well take me to the foot of our stairs', Maybe its just me they cannot be bothered to do as the video states. Turning up with NO protection, until I insisted on the next visit that they should, then it was hit and miss, a mask at HALF mask, fingerless gloves, no uniform, looked as it wearing something that men sleep in, NO call before hand etc.,etc., Walking all over the house, even upstairs, when I asked that if he wanted anything just give me a shout and I'll be down. Found out later after he left that he decided to write up his report in the kitchen, after I told him he had the use of the hall table. No wipe down. Believe me it took me a good hour wiping down surfaces spraying etc., I am not some old girl who has OCD when it comes to cleaning, but in the current climate one has to be a a little more careful. Come on people does not matter who the company is they should respect people, maybe when they turn up at a property in Mayfair, they drag out the PPE and uniform etc., call the staff before they turn up, and lets not forget the cleaning material. I have a saying 'Everybody counts or nobody counts' in fact its borrowed from Harry Bosch Forgot no DRILL when he knew full well that one was needed, when he told me that it would take him 15 mins to get back to his van to get it so back and forth 30 mins, just to speed things along I let him use my drill. So far with Covid19 and this its my Anno Horribilis, not so much to do with C/19”

Posted 3 years ago

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Protect My Property is rated 4.0 based on 198 reviews