Spy alarms has cancelled appointments on the day of/the day before the prearranged appointment four times in a row. Bearing in mind I have to re-arrange meetings so that I can let them in, I am thorou... Ver mais
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Veja o que dizem as avaliações
I had my annual service today with Barry PPM2. He was super polite at all times. Even though my system is old he had good knowledge of how it all worked. He thoroughly checked it over and made some m... Ver mais
Our service engineer Danny called ahead and arrived exactly on time. he was polite, courteous (put on over-shoes before entering the property) and did the service with professional efficiency. Thank... Ver mais
I spoke to a very helpful young man called Norman this morning who very quickly & efficiently sorted out my problem. I will definitely be asking to speak to him again should I need any help. Thank... Ver mais
A empresa respondeu
Detalhes da empresa
Informação fornecida por fontes externas variadas
Protect your Home or Business with Spy Alarms. We offer hassle-free installation, repair and maintenance for CCTV, fire and burglar alarm systems across London & Kent.
Informações de contato
Cray Avenue, BR5 4BQ, Orpington, Reino Unido
- spyalarms.co.uk
4,0
Muito Bom
597 avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 100% das avaliações negativas
Normalmente responde dentro de 48 horas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Unfounded threatening emails
We used Spy for our home alarm maintenance for years. They eventually became just too expensive and we cancelled our agreement with them in 2025. We received written acknowledgement that our agreement was cancelled. Now in 2026 we are receiving increasingly threatening emails regarding an invoice from 2023 that is supposedly overdue. I have contacted Spy accounts department with my proof of payment and received written confirmation that my account is clear. And yet, we are still receiving emails threatening further action against us. This company clearly has no control of its accounting systems and they are causing stress to customers who try to remove themselves from their services. I have received no reply from my most recent communication requesting that they stop harrassing us. A company to avoid.
11 de março de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear AndyH, Thank you for taking the time to bring this matter to our attention, and I sincerely apologise for the frustration and stress this situation has caused.
All credit requests need to be approved by management, and this process can sometimes take a few days. During this time, if the credit note has not yet been approved, our system may unfortunately continue to send automated payment reminders or chasers. We understand how frustrating this can be, and I apologise for the inconvenience caused.
I was also unable to locate your account using the username displayed above on this review. If you could kindly reach out to me directly at b.debeer@spyalarms.co.uk, I would be more than happy to personally look into your account and to ensure that any outstanding credit notes are approved as soon as possible so that the correspondence from the accounts department stops.
Thank you for your patience, and I appreciate the opportunity to resolve this matter for you.
Kindest Regards,
Becky de Beer
Customer Care Specialist
Spy Alarms
Systemic failures, harassment, and misleading entry tactics
I am writing this review to warn others about the unprofessional conduct of Spy Alarms
The company has demonstrated a complete lack of administrative control:
Misleading Entry: A technician gained access to my home on 29/10/2025 by falsely stating the service was pre-paid and would incur no cost.
Wrongful Targeting: They are persistently pursuing a tenant for a debt belonging to a landlord’s cancelled contract.
Ongoing Harassment: Despite a formal apology via email admitting the mistake, I am still receiving aggressive collection calls via hidden numbers.
This level of harassment and misuse of personal data is unacceptable.
10 de março de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Gabe Wong, Thank you for taking the time to share your feedback.
Unfortunately, I was unable to locate your account using the username provided in the review. Could you please contact me directly at b.debeer@spyalarms.co.uk.
I would appreciate the opportunity to discuss this matter with you over the phone so that we can review the details and assist in resolving any concerns.
With regard to your first point, our annual service visits are included as part of the annual maintenance agreement and are not charged separately, as they form part of the overall yearly service benefits.
Regarding the second point, I will review the situation with our accounts department to understand why you may have been contacted rather than the landlord associated with the agreement. It is possible that the team was using the contact details listed on the account, but I will ensure this is looked into.
Finally, I would like to confirm that the invoice associated with this matter has been handled correctly to ensure there is no further contact regarding payment if this is not applicable.
Please feel free to reach out to me directly so that I can investigate the matter thoroughly and ensure the appropriate steps are taken.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Very helpful Tech Support and prompt response
Needed to update WiFi settings on my home alarm system and Ivo was extremely helpful and patient in talking me through the steps whilst on my phone to him
9 de março de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Paul,
Thank you very much for taking the time to rate our technical services as 5 stars. We will be sure to pass your kind comments over to Ivo.
Kind Regards
The Spy Team
Threatened county court action for payment for a service I don't have
This company bought out a local provider based in Ashford, Kent. Having used them for a couple of years, and at the end of an annual service contract, I decided I didn't like their service or their sales tactics, so I decided to stop using them and went to another provider.
Since then, Spy Alarms have sent repeated emails demanding that I pay an annual service charge and are now threatening me with county court action if I don't comply.
The previous annual service contract expired several months ago and, according, to Spy Alarms, I must renew. This is sharp business practice and makes the company appear to be run by bullies.
Apparently, they cannot accept that there are competitors who provide better service and who do not threaten former customers.
To say that three months' notice is required to say that you don't want a contract for a domestic security alarm system to be renewed is ridiculous.
This is no way to run a reputable business.
Please review your practices, Spy Alarms. You can do better than this.
8 de março de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Dominic Deeson, Thank you for taking the time to leave your feedback. I am really sorry to hear that you have been left feeling frustrated by this situation, and I apologise for any frustration it may have caused you.
Just to clarify, our service agreements are set up as rolling agreements unless we receive at least three months notice before the renewal date to terminate the contract. An invoice is sent out one month prior to the renewal date, and if the required notice has not been received before that point, the agreement will automatically renew for the following year. This is why the invoice was issued and subsequently followed up.
I have tried to contact you by phone and have also reached out by email, as I would genuinely welcome the opportunity to talk this through with you if I may. I would like to explain things in more detail, and to offer an explanation.
We certainly never want our communication to feel threatening, and I am sorry if it has come across that way.
If you are happy to do so, please respond to my email or kindly call me directly and I will be more than happy to discuss this with you.
Thank you for your time & I look forward to hearing from you.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
I had a careful guide through the…
I had a careful guide through the control system. We re-established the internet connection and reset the failure warning and now the system is working properly and signalling to Spy. thank you
3 de março de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Brian, thank you for taking the time to leave us a fantastic review & for your kind words regarding our Technical department.
Kind Regards
The Spy Team
Great system and service
Great system and service. Never an issue. Thanks to Ivo who sorted an issue with me today and the other very friendly staff.
27 de fevereiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Matthew, we are so pleased to hear that Ivo rectified your technical issue, we will be sure to pass on your kind words.
Kind Regards
The Spy Team
Resposta da Spy Alarms
Dear Kishor, thank you for taking the time to rate our services as 5 stars and for sharing your experience with the community.
Kind Regards
The Spy Team
Interested in your wallet not your security system
This business has shifted from being interested in customer security to interested in customer wallets. They bill enthusiastically, without fixing problems. The staff never return calls, their admin systems dont work. They installed my mother in laws alarm two years ago and it doesnt work. The technician said its because they have cut costs - and no longer buy the right batteries.
NOTE: I was surprised they called me this morning (see their comment below) but note that it followed my bad review (not my many requests for someone to make contact). This company appears to be buying up well run privately owned alarm companies to gain scale and remove costs for them via shared administration. The problem is that their admin systems don’t work well so the customer gets terrible service.
The flip side of this is that they are also more expensive than the small alarm companies they buy up. I got a local alarm company to take over from them. He knew the systems, had been working on servicing alarms for over 30 years. He quickly identified what needed to be done, quoted me for the repair we needed. The quote was exactly one third what Spy wanted.
We now believe that Spy had failed to update our monitored system when BT went digital - so our alarm was unable to connect to the monitoring company (and if this is the case, then our monitored system has not worked for some years).
Another episode - Spy put an engineer code on the system which blocks other engineers from servicing. They now want £280 to remove the code! This is clearly a restrictive practice with a disproportionately high charge - something which may be challengable in court.
26 de fevereiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Mr Edward Peck,
Thank you for your time on the phone with me this morning, I really appreciate it.
The system was installed in 2024 and is unfortunately now outside of its warranty period. This means the faulty bell would need to be replaced, as outlined in the original quotation provided to you.
However, in the first instance, we did offer to replace the bell free of charge on a like for like basis. We were advised that you preferred to upgrade to a new bell cover, which would be chargeable. Following our conversation today, I also offered further reductions to the quotation in an effort to reach a fair resolution for you.
I would also like to sincerely apologise for the delays and poor communication you have experienced following your initial query. This does not meet the standard of service we aim to provide, and I completely understand how frustrating this must have been. I will be reviewing how your enquiry was handled to ensure we improve our response times and prevent this happening in the future.
Please rest assured that the batteries we use are manufacturer approved and come with a warranty. If a battery runs out under normal usage conditions before the warranty period expires, we will replace it.
As discussed, if I can be of any further assistance, please feel free to contact me directly. I would be more than happy to help.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Panic button was non-functioning.
Was a bit worried that my panic button was not working. Spoke to Lee on the phone who helped sort things out for me calmly and effectively.
13 de fevereiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Tai chi student, thank you for taking the time to rate our services as 5 stars and for sharing your experience with the wider community.
Kind Regards
The Spy Team
Run, don’t walk, away from this company
Run don’t walk away from this company. Absolutely everything they did for us was poor, from invoicing and arranging visits to communication. We eventually terminated the contract which took some doing as their Senior Customer Care Specialist had to be chased constantly to respond. Staggeringly, even after we terminated, they transferred our monitoring to a new company. Needless to say they continued to charge us long after termination despite the appalling service.
19 de dezembro de 2025
Avaliação não solicitada
Resposta da Spy Alarms
Dear J Kent,
Thank you for taking the time to raise your concerns.
Unfortunately, I am unable to locate your account using the name provided here. I would be grateful if you could contact me directly at b.debeer@spyalarms.co.uk so I can review this matter with you in detail.
I am very keen to look into what happened. Please note that we are unable to transfer monitoring services without direct instruction from the account holder, as we require confirmation of three details relating to the new company, along with a clear transfer date.
I apologise if there was any delay in our response following your cancellation request. Once I can access your account, I will be happy to investigate further and provide a full explanation.
Our agreements require three months written notice prior to renewal. Where sufficient notice has been given, any applicable invoices will be credited in full. However, if a service or engineer visit took place within the year and remains unpaid, this would still be chargeable and may explain billing beyond the termination date. That said, this should have been clearly communicated at the point of cancellation.
If you are able to get in touch, I would really welcome the opportunity to review your account and ensure all correct procedures were followed.
Kind regards,
Becky
Spy Alarms
Alarm panel and app issues
Had a problem with alarm and app after switching over phones and WiFi provider.
Lee called me as arranged but something came up and he advised to call back.
Called back. Got straight through and both issues were sorted within a minute !!
Really helpful guy and fab customer service
6 de fevereiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Consumer, thank you for taking the time to leave us an excellent review, we are pleased to hear your issues were resolved swiftly!
Kindest Regards
The Spy Team
Telephone help from the Technical Team
Telephone assistance from the Technical Team was fast & helpful to enable a short code to be set up to our Eaton Security app following the purchase of a new mobile for my wife
2 de fevereiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Bob, thank you for taking the time to leave your fantastic comments, following the interaction from our Technical Team. We really appreciate it.
Kindest Regards
The Spy Team
Efficient.
Engineer arrived on time and carried out the service checks efficiently. All good.
22 de janeiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Fraser Mair, thank you for taking the time to leave us a 5 star review, we really do appreciate it!
Kind Regards
The Spy Team
Excellent intruder alarm service
Spy Alarms look after my intruder alarm very well. They are pleasant to deal with and accommodating. The engineers are very professional and knowledgeable.
14 de janeiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Tony Mac,
Thank you very much for taking the time to rate our services as 5 stars & for sharing your fantastic feedback with the wider community.
Kind Regards
The Spy Team
I wrote a damning review on 23rd…
I wrote a damning review on 23rd December 2025, about the service or lack of it regarding invoice being raised invoice and yet no service was carried out. Eventually, the issue was resolved after I had made up my mind to depart with their services and after umpteen phone calls and emails
I received a reply apologising error on Spy Alarms invoicing system and their service department. The email was followed up with a phone call from their Senior Customer Care Specialist, one Becky de Beer. She was very apologetic and very professional. She understood the problem and the stress the issue had caused. She agreed to compensate me in a token way, nonetheless it is very much appreciated. I hope the company employ more personnel like Ms de Beer. let us see what pans out in the future but at least now the issue is resolved, I am continue to be their customer much satisfied then I was on 23rd December.
13 de janeiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Imtiaz Sheikh, thank you very much for taking the time to add your further comments following my assistance to you this week. I sincerely apologise again for the frustration and stress caused by the delay in resolving the matter.
I am grateful for the opportunity to put things right for you.
Your feedback is important to us and helps us improve our systems and service going forward.
As discussed please reach out should you require further assistance. I am very pleased that we came to a resolution that works for you.
Kind Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Good customer service
The first person who answered the call was Celia, great telephone manner, who took our details and asked a tech guy to call us back. He called us back within a couple of minutes. We spoke to Lee who guided me through what to do to sort the problem we had with our app for our CCTV and within minutes, all was working again. Great tech team and customer service. Thank you again.
8 de janeiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Michael, thank you for taking the time to rate our services as 5 stars. We will be sure to pass on your kind words and thanks to both Celia and Lee.
Kindest Regards
The Spy Team
Annual Service and Poor Delivery
I booked a service before Christmas and was told it would be the afternoon of 5 January. I was previously with Octagon that Spy Alarms bought. At 3.15 pm on 5 January I get a call to say the engineer cannot make it due to overbooking/job overrunning. The earliest they could reschedule for me on a day that works for me (Monday or Friday) is 2 February. The fact I've sat in all day and get a call at 3.15 p.m. to say not showing up and that a rescheduled appointment is a month away is simply not good enough. I've got an invoice in my inbox seeking payment and will not be until the job is done. This never happened with Octagon who were good as gold.
5 de janeiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Jon Bolton, Thank you for taking the time to leave your review although a really disappointing read. I am very sorry for the inconvenience and frustration caused by the missed appointment on the 5th of January. I understand having to wait in all day and then receiving a late cancellation of your booking is frustrating & this is not the level of service we aim to provide to our customers. We also appreciate your loyalty as a former Octagon customer and understand your disappointment given the service you previously received.
I will be sure to look into why this occurred and I will address this situation with the relevant managers to ensure this situation does not happen again.
Spy Alarms would welcome the opportunity to put this right and to restore your confidence in our service.
I unfortunately could not allocate your account using your name above, would you be so kind to reach out to me at b.debeer@spyalarms.co.uk.
Thank you for your time and I look forward to hearing from you.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Given my review everyone take note
Shocking company all they think about is money . please avoid every engineer I’ve spoken to have said not happy
To many managers and head office is just a call centre.
They bought the company I was with and they was brilliant. Ever since just gone downhill.
I will be cancelling with spy next week and can not come quick enough. Even if they offer a discount still won’t stay.
1 de janeiro de 2026
Avaliação não solicitada
Resposta da Spy Alarms
Dear Jo Blogs, Thank you for taking the time to share your feedback. I am truly sorry that you feel we only think about money when in fact, that is the very last thing we want our customers to feel. We aim to offer excellent service to our customers and it’s disappointing to hear that your experience since the change in ownership has not reflected this. Based on your comments, I would genuinely like to understand why you feel this way and ensure I can offer you a clear explanation.
I would appreciate the opportunity to speak with you over the phone if I may to discuss your concerns in detail and to do what I can to turn this around for you. Unfortunately, I am unable to allocate your account based on your review alone, so I kindly ask that you reach out to me directly.
Please contact me at b.debeer@spyalarms.co.uk. I would be more than happy to listen and to offer you my assistance.
Thank you & I look forward to hearing from you.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Great phone support expereience.
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.
22 de dezembro de 2025
Avaliação não solicitada
Resposta da Spy Alarms
Dear Sarah, thank you very much for taking the time to rate our services as 5 stars we truly appreciate it!
Kindest Regards
The Spy Team
Long delays, poor follow-up, and unresolved issues on a new installation
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.
19 de dezembro de 2025
Avaliação não solicitada
Resposta da Spy Alarms
Dear Tyron Arumainayagam, Thank you for taking the time to speak with me on the phone this morning. I can confirm that our engineer will be attending on 2nd January, bringing all necessary parts to finalise the installation and ensure your system is fully operational.
I will be sharing your feedback regarding the delays, communication, and overall experience. I will be relaying this to management to ensure we learn from this situation and do not repeat the same mistakes in the future.
As discussed, I will be contacting you on 3rd January to confirm that you are satisfied with the outcome. In the meantime, if you have any further questions or concerns, please do not hesitate to call me directly on the number provided to you via email, and I will assist you promptly.
Thank you again for your patience, and I look forward to resolving this matter to your satisfaction.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
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