Spy Alarms Recensioni 

Something is badly wrong with this company's administration, specifically on dealing with queries. I have experienced this, on and off, since February in relation to a defective CCTV box which Spy's engineers proved unable to fix after several visits. Most recently, the engineer installed a new box and promised to send me a pdf of the user manual for it. Nothing came, so I emailed the Service desk to flag the issue, emphasising that I really did NOT want to have to chase them up about it. (That had been necessary several times before.) Result, total silence. One week later I send a chasing email, after which I do receive said pdf. No apology, no explanation, nothing. Spy's line management and Customer Services are well aware of my annoyance with them. But nothing changes.
AN UPDATE - Spy's Customer Services manager, Kelly, responded very positively to my critical comments and we have subsequently had a very useful telephone conversation. Kelly will use the "learnings" from my experience for training purposes and be my point of contact in case of any future difficulties. She clearly does take customer feedback very seriously and actually welcomes it.

Your representative was on time,
Knowledgeable and pleasant.
This was an annual service and he answered my questions clearly and professionally.

I had not been successful in getting a response from various departments at Spy Alarms regarding a potential system fault and to resolve an invoicing error. I got in touch with Becky and within a day she has corrected the invoice and arranged for an engineer to re-attend to investigate the fault at no extra cost. She took ownership straight away and could not have been any more helpful. I would definitely recommend getting in touch with Becky if you're experiencing any problems and need to escalate.

App kept showing an error "not connecting to Internet". Reported error to company and a technician phoned back within 5mins, was able to talk me through procedure to reset system. Problem solved within 15 minutes. 5 Star service.

Assistance given over the phone which was greatly needed at the time.

Very poor customer service. Focus on determining contract without commercial consideration and looking forward to developing long term relationships. Beware no refund policy on moving out or simply transferring policy to new occupier even though they have taken the service fee.

Our every interaction with Spy Alarms, with the exception of our one service in November (the engineer was great), has been time consuming and frustrating.

We were previously customers of Red Alert so were automatically transferred to Spy. Their first action was to more than double our annual maintenance fee. I did get them to finally agree to a fee in line with Red Alert’s pricing.

Their system books in maintenance visits without a courtesy call to confirm that the day and time are convenient. They then immediately issue an invoice before they’ve even confirmed the appointment, let alone had it. This is not a one off. It has happened every time.

They have chased me for an “unpaid” invoice for a maintenance visit that I had cancelled because we are not due our annual visit for another 6 months.

The Engineer was very professional and helpful. We needed a new outside alarm which he fitted, and as the new alarm wasn't the same profile as the one being replaced, he offered to paint the area effected. ( Which he did)

We have been a Spy customer for 38 years and always have had very good service from them. Annual service done today by a very competent, experienced professional who on arrival immediately apologised for being late. He was a delightful man with good people skills -an asset to Spy Alarms!

I discontinued my service contract with Spy Alarms in March 2025, after being with them for around 8+ yrs. They were prompt in disconnecting but quite confusing in the explanation that they would continue charging me for the entire year, though I’d not receive their service. It is still not clear to me why they would charge me for a disconnected service. Upon seeing other people’s reviews, it looks like they charge a variable rate, if you are aware that you can negotiate them down. Great feeling for a loyal customer!
I intend to raise the issue with the consumer protection agency.

Excellent friendly service.
Explanation about replacement batteries and all completed quickly and efficiently.

Leaving a review as no one from the sales team has felt my father's complaint is important enough to respond to. Out of the blue he received an email threatening court action for £150.94. He had received no previous invoices or correspondence because Spy Alarms acknowledged that they did not have the correct email address. The email claimed that a service had taken place on January 10th and so payment was due. This service had not taken place and no one had contacted my father at any point to arrange a service. When I contacted the accounts dept and urged them to refer to the engineers notes, it clearly stated that he had not carried out a service as my parents were not home. How dishonest for the email to claim that it had taken place. The £150.94 is a charge in advance for 2025 and as Spy Alarms have not carried out a service, as per your contract, you are in breach of contract and therefore no payment is due. Having acknowledged that you did not have my father's contact details, how dare you send him such a threatening letter when the fault is entirely your own. He is an 85 year old pensioner and your email caused much confusion and worry. I attach the email below so all potential customers can see how disgracefully this company treats its customers, particularly old and vulnerable customers. Btw, when I asked the accounts department why they invoice so far ahead of the contract period, I was told that it gives the customers time to negotiate the price downwards! I couldn't believe what I was hearing. They don't tell the customer that the price is negotiable so if you are someone who pays their bills on time, without question, you would never know. The lack of honesty and transparency is staggering. One person will pay one price for the service contract and another who asks for it to be reviewed, will pay a lower price for the very same contract. So, all customers of Spy Alarms, know that you need to negotiate the price of your service contract! To summise, consider my father's contract with you cancelled with immediate effect. Another company is taking over the maintenance. A company that is honest and transparent with its pricing and service.

Email sent to my father:
'We have received no communication from you and no payment for the maintenance service performed on Friday, January 10, 2025, despite multiple previous attempts to contact you. We now have no alternative but to take out a County Court Claim against you for the overdue balance of £150.94.
Any County Court Claim will likely include a court fee, interest and legal fees on top of the overdue balance.
Unless full settlement of this account has been received within 14 DAYS the County Court Claim will be submitted without any further notifications provided.'

A bunch of con artists.

We have been a client of Spy for several years now, we are a commercial business and recently have been having issues with our alarm systems just randomnly going off at some of our stores for no apparant reason.

I write this review as a combined review over our 3 recent experiences with Spy alarms.

One of our alarms again just randomnly went off, called spy was told someone would need to come out. The cost of this before any even entered the property I was told was £160, then a further £120 per hour on top plus any additional works that may need doing.

A guy called Bailey arrived, took him 5 minutes to press a few buttons on the keypad (which the 'engineer on the phone' the day before told me wasnt possible to fix. When I asked this Bailey guy what caused it, he said the panel is too old and need a new one and will continue to happen, I asked him why he cant fix it as we dont want to keep paying close to £300 everytime this happens, he said, he cant and we would need to purchase a new panel.

As i was stood watching what he was doing in our panel he told me i could leave and he would get me when finished, I went into my office literally 10ft away from him where he made a phone call and i overhead him on the phone laughing and joking with someone at his workplace, and more specifically heard him say 'customer wants a new panel, would that be an upsell'?. which gave me the impression he was lying to get some form of commission and asking whether the panel was rigged to keep going off so they could keep charging their ridiculous call out fee. The guy also looked and sounded arrogant.

When he finished (10mins work) he sat in his van outside laughing at TikToks, no doubt laughing at the fact we paid close to £300 for 10 minutes of his time.

Bunch of cowboys, stay away!

Last March we requested a visit from Spy Alarms to programme some fobs for our commercial system. The engineer who arrived tried to YouTube a solution, told us he "hadn't a scoobies" idea of how to resolve the issue and left. Naturally, we challenged the charge for this visit!
Fast forward a year of multiple chasing emails from Spy and explanations from us as to why we would not be paying. Three weeks ago we were finally told that we would receive a credit note and this would not be chased again. Since then I have had two more threatening emails, telling me my account was stopped and my insurance was in jeopardy and that legal action was imminent. Each time I have replied with evidence that this was to be credited.
Last night I received an extremely passive aggressive email where an employee has been passed the account without the emails telling me I hadn't attached proof.
Poor communication within the company.

UPDATE - Following my 1 star original review, Becky from customer care has reviewed the account and the issues over the past 12 months. She has arranged for a credit note to be issued, which we have now received.
It is a shame that the other people that I have been dealing with have not shown the same level of customer care and responsive communication. I trust that this will be reviewed so that another customer does not suffer a similar issue.
I have therefore increased the review to 3 stars to reflect that our account problems have been resolved, albeit a year on.

I recently called for advice and I want to say a massive thank you to Abbie for making the whole experience quick, easy and answered all my questions

Phoned up today about a fault and spoke to a lady called Abbie who reassured me that the fault was sorted, The customer service was outstanding n very professional

I’d personally like to give a shout out to Abbie who made the experience so easy and straight forward. Would not hesitate to use again. Thanks to Abbie and the team!

Called up on behalf of my parents and spoke to a lady called Ellie. She was extremely polite and understanding. Great customer service can understand why my parents use this company

Finally, someone who returns a callback request.Thanks Abbie