Spy Alarms Omdömen 

We have a system that you can operate remotely and I got a new phone recently and for the life of me, I couldn't remember the passwords / access codes. I put a call through and Ivo from their technical team was able to talk me through what I needed to do. Great experience and he was so very helpful.

I’m really disappointed with my experience so far.

The CCTV and intruder alarm system was installed in July, and an issue was identified as early as October. Since then, I have spoken to and hosted multiple engineers (well over five visits/calls), carried out repeated system resets, and spent a significant amount of time chasing updates — yet the issue remained unresolved for nearly two months.

What has been most frustrating is that:

The problem was not identified during the original survey

It took a long time for the root cause to be properly diagnosed

Communication and follow-up have been very poor

Engineer visits were booked without checking whether quotations had been internally approved

I am now being asked to proceed with additional equipment to extend the signal. While I am unhappy that this wasn’t identified during the initial survey, I agreed to proceed anyway just to get the system working. Even after agreeing and chasing multiple times, the quotation has remained stuck internally, and nothing is progressing — with no clear updates or ownership.

At this point, the system is still not fully resolved, we are approaching the Christmas period, and I am left repeatedly chasing for basic answers. The lack of coordination between teams and the delays on a relatively new installation have caused a significant loss of confidence.

I’m not writing this to be unfair — the engineers themselves have generally been polite — but the overall process, communication, and resolution time have been extremely disappointing. I just want a working system and clear ownership to get this finished.

Nice and friendly engineer

Ava Murray from Spy Alams is brilliant, understanding efficient & very kind, anyone can be a salesperson at good times & selling products, but it takes a very SPECIAL person to understand bereavement & how best to handle a difficult period & being sensitive to deal with an account change over, which Eva did for me today I cannot thank this amazing young lady enough & wish her the very best of success for the future, Eva is an asset to any employer.
Thank you Eva
Mrs Anne Jesuvant

Quick and helpful response to help me setup app on a new phone so that I could use alarm app.

I have been liaising with Becky regarding the issues we have had these last couple of weeks. I felt I needed to change my rating back to 5 stars, because Becky went above and beyond to rectify the situation with a total understanding of what had happened from the customer point of view. She is making sure that the way loyal customers are dealt with will be amended - regarding the generic invoices sent and when they send them out. We did look at other systems but have decided to stay with Spy Alarms because of the service we've had previously, we like the system and now the exceptional customer care we received from Becky and a call from Tom a manager has assured us that things will now go back to normal. Thank you very much Becky and Tom

If I could give 0 stars I would. I cannot believe how shockingly awful spy alarms have become and how far they have fallen. My old mother has been a loyal customer for many years and used to have a really good service - but the company is now a shambles - and very offensive when they are totally in the wrong.
The accounts dept (who have my email for payment) sent me a rude email and claimed they have tried to contact my 87 year old mother ( who they always contact by letter) numerous times for non payment of her yearly service - THAT SHE HAS NOT YET HAD. She was NOT reminded NOR contacted numerous times as they stated. Her service notification is normally sent by letter, she does not have email and they don't have her number. She realised it was due and asked me to contact them to book a service - a date was arranged. Then late on the day it was cancelled as the engineer was running late and another appointment was made. The next day - Saturday morning I received a very rude email communication.
A day when there is no one in the office, so I was told by the call centre to wait till the Monday to make contact - to tell them my mothers bill was not outstanding as THEY HAD NOT booked anything with her. I HAD CALLED THEM to make an appointment, and THEY had cancelled it on the day - because the engineer was running late and another date was set for December.
When I spoke the office member of staff on Monday, I was told it was an automated email and not to worry about it- but why send it when it's incorrect, a lie and just rude?
We are still waiting to have the service done - due on the 10th December. This morning at 8.20am 6th Dec I received an email from accounts to say they will be taking out a COUNTY COURT CLAIM against my 87 year old mother for NON PAYMENT OF A SERVICE SHE HAS NOT YET HAD! The email states the service happened on the 28th November which it DID NOT. This is despicable behaviour and I will be cancelling any dealing with this company.
If you would like a court battle on your hands go ahead. I will take you to court for harassment of an 87 year old customer, who has for years been a loyal customer and has always paid her invoices on time. I will also show the court how your accounts department intimidate vulnerable loyal customers, by sending threatening emails and trying to extricate money from a vulnerable person when it is not due as you have not done the work - the service has not yet happened.
I requested a letter with the new date to be sent, so I have proof of this. Interestingly date on the letter was backdated by a few days but sent out ( shown by the post mark) on the date I actually made the call to book the appointment.
This is such absolutely disgusting behaviour towards a loyal customer who has done nothing wrong.
I will be contacting people who are in the public eye to make sure everyone knows what you are capable of.

Prompt helpful advice which resolved issue.

Customer service desk kept to their promise of getting back to me almost immediately on initial call. The technical help I then received was efficient and they were patient with my low level of technical confidence. My problem was soon resolved and I was left confident that next time I get a fault I know what to look out for to be able to help myself.

Very professional; from my initial call to the prompt call back by the engineer.
I was very impressed with the engineer’s knowledge and patience.
It is not always easy to follow instructions via a telephone call, but the engineer was clear in his step-by-step guidance leading to resolving the technical issue. Thank-you for your assistance Spy Alarm engineer.

Engineer lied about the service on his report (said we refused a panel battery on his report when he told us we don’t need one until next year), didn’t check all the contacts (back door was locked and didn’t ask for the key) and their report says they ‘tested’ our batteries (they waved their hands in front of it - didn’t remove the cover to test the batteries).

I’ve lost trust. The customer service team take 3 weeks to reply to emails and reply on a Sunday night. Spy is not what it used to be.

Shocking customer service in my experience. We lost my dad in March and I have been dealing with Spy to sort my elderly mum’s alarm.
The engineer we had seemed good so I am giving an extra star but getting anything sorted through their office is painful and once they have your money they are not in any hurry to fix issues.
My mum spoke to an engineer who visited her neighbour recently and he told her she should not have paid in full as now nobody will be bothered to come back and finish the job!
My mum has paid almost £1k for a new system that is not functioning properly as she needs sensors the engineer did not have on the day. He said he would come back to finish the work and there would not be an extra charge. I chased the office and was given another quote of £800 to finish the work! Outrageous, fleecing elderly and vulnerable customers. Would not recommend unless you have time and energy to chase and argue. We will go elsewhere once contract expires.

Had an issue with my panel being off line. Phone call to Spy Alarms said an engineer would call me, they did 10 minutes later - the issue was solved in another 5 minutes - great service !

I had an issue with our cctv system after adding a replacement camera, I was unable to add to our main software on our desktops, within 5mins of connecting with these guys it was all sorted perfectly, I would 100% recommend these guys and will use them again should I have any other issues.

Very responsive, excellent telephone support from Engineers. I had to reset a new router and instructions were clear and concise. A set of instructions we’re shared with me, and a hard drive reset was supported live on a call whilst we conducted the work.

From first initial phone call to final call from the tech engineer the total experience was fantastic the tech engineer was very knowledgeable and extremely patient

Very helpful with change of router and rang as promised the next day to configure app on both mobile phones.

Have been with Spy Alarms for approx six years including one move and a new installation.
I am very impressed.
Today I had a fault and a loud bleeping. Called tech support where Ivo talked me through rectifying the fault. Took a few minutes and lots of patience from the tech expert but we did it. Well done

Ivo was absolutely amazing. My CCTV and alarm experienced a problem and he talked me through the recovery process. Can’t thank him enough.

Great company, very responsive and great customer service.

This Company have always delivered great service