Name: Verisure UK
Rating: 3.40

“Service is terrible waiting in TWICE for service engineer to come out and never arrived to refit sensors on windows. Full of promises and no response from customer service and no response on phone. Worst service ever and I am now cancelling my direct debit so you can sing for your money.”

Helpful Report

Posted 2 years ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“Worst experience ever, misleading and harassing personnel to the limit of bullying. Don't sign up till you read the full contract, we were told that all the equipment installed will be ours, as we paid £330 for the installation, which was a complete lie, also we were told there was no commitment to stay to tell me later I had to give 2 months notice, and when I gave them notice after 6 months they ignored my email, even the chat I had with them regarding the cancellation of my service was also ignored, giving me the most ridiculous reason, that they could not raise the order of cancellation because I did not give them a reason for the cancellation, my reason is simply that I am free to decide if I want to keep a service or cancel it. now I am being harassed to pay for 2 extra months because they did not want to cancel my service even after giving them notice several times, by mail, and chat, if you ever sign up with them, do not believe what they tell you, read the contract to the last small letter, because they can do or say whatever to make sign up, to find out later, most of it is a complete lie, respectful companies don't scam their customers!!!!”

Helpful Report

Posted 2 years ago

Hi HB, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“They’re advertising that they have police response but our insurance required a URN which they could not produce because they are not accredited. Their PIR’s have cameras in which they cannot prove are NOT being watched by their call centre staff. Their devices can be jammed and bypassed without notification with a blank £3 garage door fob from Amazon, there’s even a YouTube video showing people how to do it. They sell a subscription and the equipment is never yours, you pay endlessly for low grade devices that aren’t fit for purpose. Had a real alarm Fitted by an accredited company, no subscription with an app too!”

Helpful Report

Posted 2 years ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“I have been a verisure customer for approx 18 months. I was unfortunately burgled this week and the verisure system completely failed. (Cameras not triggering, zero visibility does not operate). Everything is promised to you on installation and almost all turns out to incorrect. It also seems incredible that an alarm and security company does not actually employ and guards. This is sub-contracted and so guards will never visit properties or incidents, instead customer services will make useful suggestions like “can you ask a neighbour to go round to take a look to see if the house is being burgled ” (at 1am in the morning) Avoid this company and take note of all the other review sites and the appalling customer reviews they recieve.”

Helpful Report

Posted 2 years ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“From your pushy sales team to the customer service – mis information and lack of regard for your customers. We had one of your pushy sales team at our door flogging a 007 James Bond style alarm system following a series of incidents at our home. We were intimidated by not 1 but 3 members of your team that were “in the area” We were reassured that there weren’t any penalties for cancelling our contract anytime and we could then use the cameras without the security guard, fogging and internal cameras. When we called in October 2022 we were advised that if we cancel we still had 3 months to pay for the system we have never had to use. This was not advised at the time of signing up. We then cancelled our Direct Debit with you and started to receive letters advising we owed 2 moths payment. When my husband tried to pay this today he was told it was over £100 we had to pay, only when he advised that this was incorrect did the agent say “sorry sir – yes its £99” We have now been advised that you are now going to come and remove the equipment. When Mr Peters advised that when sold we were told that the cameras were ours he was told no you own everything. So not only are we going to be left with holes where the equipment was installed we are back to square 1 with no cameras !!!!!!! This has to be the worst company and customer service I have ever had the misfortune of receiving and will endeavour to spread the knowledge on social media, to friends and anyone who thinks it’s a good idea to use your company. I expect to hear from you regarding the above ASAP !”

Helpful Report

Posted 2 years ago

Hello Vicky, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“It's been a scam from start to finish with Verisure. We were in need of protection for our house after being broken into. Their sales guy came to our house whilst the police were here. We paid nearly £300 up front for everything as per what the sales guy said to us in person, we now owned all of the products in our house. He also agreed to us paying £30 approx every month with no limit. He also said we can cancel at any time with no penalty. Now it turns out you pay the £300 upfront for the guy to just come and install it. That's an awful lot of money for a couple of screws and 15 minutes of someone's time. They also increased our monthly fee by more than £10 WITHOUT any notification. We raised a complaint with them in October and still have NO response. It is now nearly the end of January. Everytime we spoke to them they were demanding £99 to take away all of our items Including the free doorbell that was part of the sign up incentive ontop of a cancellation fee. They ignore our complaint, everytime we mention it they say the previous person didn't log it even though their calls are supposedly recorded. They keep harassing us demanding payment but ignoring the complaint. It's outside of the FCA and government regulations now for how long a company has to solve a complaint. I requested all of our call transcripts on the 10th of January so I can proceed to the FCA with a complaint and they have not even acknowledged that yet sent me an email on 15th. I replied to that email again asking for Transcripts and today they emailed me to say they haven't not received a response to the email they sent on 15th so are passing our debt to debt collectors. I have the email thread. STAY AWAY FROM VERISURE. You can buy cameras and a harddrive off amazon for £150.”

Helpful Report

Posted 2 years ago

Hi Rachel, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 2 years ago

“The worst company I have ever dealt with. I was lied to from the beginning that the system would work in my poor mobile signal area. Constantly told different information. No one in management will deal or take responsibility. Been waiting weeks for them to process my refund.”

Helpful Report

Posted 2 years ago

Hello Alison Skelton, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 2 years ago

“I wish to God I would have read these reviews before I signed up with this awful company. So many comparisons 1. Put up price without letting you know 2. Lack of customer service when trying to contact them. Phone ques, line disconnecting whilst having been waiting to speak to someone. 3. Failure to attend with no timely notice 4. Failure to answer Emails 5. No communication whatsoever 6. Still awaiting disconnection 4 months on Please avoid this shocking company at all cost.”

Helpful Report

Posted 2 years ago

Hello Sue, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 2 years ago

“6 months ago we were burgled. Emotions very high. Verisure sold us an alarm system that after 6 months has never worked. Their own engineer last week came out and stated unambiguously that the installation was mis-sold and would have never worked. However they are claiming that their own engineer never said or reported this. They are doing everything now so that they can to get out of repaying the very considerable money that they have scammed out of us. Essentially this is a scam company that plays on emotions of people that have been through a bad situation. My recommendation is to avoid these people at all costs unless you want to sit for hours on help lines and talk about internal company processes and be dictated to about their own internal processes - high pressure emotive sales that doesnt give you any form of protection”

Helpful Report

Posted 2 years ago

Hi Tim, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 2 years ago

“Disgusting service, avoid at all costs! The reviews below sound all too familiar. Was promised a 6-monthly service of equipment, no one attended ever in 2years. Called to cancel and find out why payments have gone up significantly as I’ve had no notifications but was not getting through and being disconnected. The ‘want to leave us’ option just rings out and no one answers. So I tried the other options and funnily enough the call was answered. Now we have this stupid 3 month notice period at £47 per month and a £70 call out charge to disconnect the equipment. Awful company with awful service, and yes will happily go to court to contend the charges and fees. Their processes changed but they never informed me, the price went up I wasn’t informed, no one contacted us to check the equipment like I was promised when I installed. They are taking advantage of people that want to safeguard their homes and making good money off it.”

Helpful Report

Posted 2 years ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 2 years ago

“I rang yesterday and the call was answered quickly and the representive was very polite and helpful. I call again today to report I am locked out of my app and there was no customer service. I rang several didferent numbers and kept going between 2 different numbers to see who would answer first and have waited over an hour with a recorded message saying "we know your time is precious and we will answer as soon as possible", that's a joke, because no one answered the call. I eventually gave up and am now writing this review. Absolutely ridiculous! For all this money this company is making we as customers should be provided a 5 star service that is consistently top notch. From readinh the reviews it seems you need to do better Verisure as you seem to have an internal systemic problem. What a waste of almost 2 hours from beginning to end.”

Helpful Report

Posted 2 years ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 2 years ago

“Having read a lot of the reviews on Trust Pilot, I realised how lucky I was to have had the lady representative from Verisure visit me at home to explain the intricacies of the Verisure Alarm system. She was patient and extremely proficient at explaining the system and in no way did she pressurise me into saying that I would sign up, giving me the time to think about purchasing the alarm system and she was very respectful, putting bootees on her feet before coming into the house. In fact, I decided not to purchase the system, as I felt that it was a little too 'high tech.' for me even with a 'dog friendly' system - my dog is so sensitive to the smallest noise that I even have to choose my tv programmes to suit her.”

Helpful Report

Posted 2 years ago

Hello, Thank you so much for leaving a positive review! We really appreciate you taking the time to leave us this feedback. At Verisure, our number one priority is to make our customers feel safe and secure and I'm thrilled that we can offer you this peace of mind! Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“Terrible company, no customer service of any kind.”

Helpful Report

Posted 2 years ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 2 years ago

“Sales person lied to me! The sales person in Manchester sold the system to me saying the installation charge was free and I could keep the system when I want to stop the monthly subscription. Then 6 months later, when I asked to cancel the subscription as I don't feel I need that level of security now, I was told that I need to pay another £200 ish to keep the system which I paid £400. The customer service person told me in the call that I should've read the terms and conditions more carefully!! I absolutely should have!! When I put trust in a company which is suppose to provide security, and the trust is clearly ruined now!”

Helpful Report

Posted 2 years ago

Hi Tom, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 2 years ago

“I called 3 times today to get them two times they disconnected lines and last time I got them but they didn’t resolved my problem because I have to wait 7 working days to talk someone.”

Helpful Report

Posted 2 years ago

Hello Mohammed Kabir Ahmed, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“call 1 - spoke to Matthew and all he was interested in booking a technician call 2 - spoke to another person who just did not want to help and cut the call and did not call me back call 3 - someone picks the phone up but not talking (I could hear in the background what they are talking - such as impb review is very poor or so on........) kept saying hello no answer took 3 times more money than what Costco was quoting installation took 3 days regretting big time chat is long wait call 4 - Lorraine was helpful and knowledgeable but couldnt do much”

Helpful Report

Posted 2 years ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“I wish I had never heard of verisure, I have been with them since August 2022 and have had problems since then I.e cameras not picking up people etc last October I was told that the cost of centeral monitoring was increasing so I cancelled it to be told they would have to send an engineer to alter settings, he came and told me that now my cameras would no longer work and I would now have to subscribe to Arlo, when he left every time I try to set the alarm I get lots of voice messages saying there has been a communication problem with verisure and your system has been tampered with, I called them last week and after 50 minutes spoke to someone about it and they said they would send an engineer to sought it on Friday. On Friday I got an email to say due to unforseen circumstances he won't be coming. I sent them an email to say call me to rearrange another appointment. They emailed back to say they would be in touch with in 48 hours didn't happen called them this morning to be told that as I now no longer had central monitoring they could not send an engineer so I have spent £600 and been left with a faulty alarm.”

Helpful Report

Posted 2 years ago

Hi christopher paton, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“I have been a customer for verisure just over 2 years. My company has a perks contract with Verisure where I would be entitled to 75% employee discount. I was browsing through my invoices just last August only to findout the company discount hadn't been applied. I also made a request to have two additional cameras which would cost me £80. The lady only the other end confirmed the current status and said no discount had been applied when Arlo was installed because the bell was free as a promotion. I flagged this up through my company and £180 was refunded finally after so many calls to the Verisure - Not too sure company. I also advised Kris Teasdale resolution manager who was dealing with my case regards address on invoice not correct and direct debits collected on time. No one until of now corrected the address technically I should be refunded of all monies collected by verisure. The saga continues: On 23 November I reported Arlo not working due to a new router. No engineer turned up and my vehicle was vandalised , I rang the police and all details were forwarded to Verisure. I didn't have no engineer visit me the excuses I have received were: Engineer can't attend due to technicalities, engineer sick, engineer getting delayed no show, engineer sick and shortages of technicians. I finally asked Verisure to remove their equipment due to my property being vandalised and the fact they failed on their service and customer safety. I advised them this is frustrating as I have until to date called them 50 times in 3 months . No one until now has come up to remove their equipment. I spent £219 on two cameras on black Friday ordered from Ring. Amazing piece of kit with wired flash light motion sensor, distress alarm and audio too , only for £8 month fee which is to have the recordings stored with Ring. I have been paying verisure over £32 a month not worth it I tell you for nothing . I cancelled my direct debit last month I am prepared to go to court. Up until now from my last call made this year no one has bothered to contact me nor jot a few lines down. Their equipment is still on my premises I have given them till end January or I will dispose and destroy myself. Verisure were notified I am frustrated with their services as they are incompetent of a fair and safe delivery. One spends all time contacting Verisure. They have no proper complaints procedure other then an auto reply nor are they assigned to any ombudsman. Please do not use this company nor their equipment especially would not recommend these cowboys. They are failing drastically and if anyone can send us feedback with regards to the latter , most appreciated .”

Helpful Report

Posted 2 years ago

Hi Pete, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“The worst Customer support I have ever come across. Yes you can have a free doorbell and camera. No they have never got them in. They then said we will supple one camera if you buy another camera. Then turn up with no cameras. Then tell me there is none in stock. Very Poor”

Helpful Report

Posted 2 years ago

Hi Pete, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

“Been trying to be free of them since I cancelled within the right amount of time. It has been almost a year since I cancelled and yet I am still being saddled with their equipment in my home and no follow up communication despite trying to reach them via email several times. Last communication was a request for my account details so that the 'matter' could be looked into and that was about three months ago. Communication is terrible with them. I would not recommend them to ANYONE.”

Helpful Report

Posted 2 years ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Seb Your Verisure Customer Support Team

Posted 2 years ago

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