“Called a few months ago to cancel service, the cost had increased to over 50.00 per month. Was told would get someone to call me. I told them wasn’t necessary, made it clear just wanted to cancel. Had some missed calls from them whilst I was at work, then got an email basically saying answer the phone so they can deal with my query? I replied to the email there was no query made it clear I wanted to cancel and submitted it as a complaint to be reimbursed for the money taken from my account after I asked to cancel I work full time in a an office where I can not have my phone with me due to data protection. However, I continued trying to call them in my half hour lunch breaks, no one picking up. Eventually got through to someone told them I had asked to cancel and they had continued billing me. The operative said I would have to wait for a call as another department dealt with that. I asked him to put me through, he said he couldn’t as didn’t have the number? I told him they must have the number? He insisted he didn’t. He also told me that I need to wait for a call part of process, need to book in a date to collect the tech ? Apparently, all the money we paid to them was for the installation only and not the cameras and the free door bell they advertise? This was never told to us when we took the deal and installation was a few screws and downloading the app I asked about the complaint I submitted and he said it was closed?? I have now received a bill for February! What is going on? Tried calling again yesterday and managed to get through again after leaving the phone ringing for half hour. As the operative was taking my details, the phone call was cut off! A simple request to cancel the service has turned into an absolute nightmare.”
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
“I bought this alarm system and was never informed that the equipment was not mine and would be removed from my home if l cancelled my monthly direct debit.
The cost has sky rocketed and is unaffordable now. The monthly cost was increased without any communication or option for cancellation. The firm then demanded three more months money and is sending an engineer to remove the alarm.
I have emailed this company three times and had no reply. I have called 4 to 5 times but always get cut off.
This company is appallingly run and there is no customer service what so ever. I also feel lied to and abused financially !
I would never recommend this company to anyone now after the stress and frustration the company has caused me personally.
I sadly do not have a good word to say.”
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
“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 !”
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
“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.”
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
“its fraud, paid £350 for installation a year ago and been advised by the pushy salesman if you cancel after 6 months, you will keep the equipment and now when I cancelled, I am being told they will remove everything - I am wondering now what had I paid upfront fee for? for the services, I was paying £32 per month - its just a fraud and mis-selling and will say to everyone, just stay away from these fraudsters. I agreed with engineer to take them off as I want to get rid of them asap - wasted £700-£800 and feeling sorry for referring my friends and family.. I feel being so stupid ...”
“I have had Alarm systems before but, this company is the one..My installer Jamie did a very professional job, absolutely no mess, explained everything to me, & is coming back to install a door camera for free.. couldn't do it today as I had to go out...your home is completely covered and feel so safe..thank you Jamie & Verisafe.”
“Disgusting company. Monthly prices going up for no reason. Sold a system with alarm, sensors, cameras, call monitoring etc and were told we could just cancel monthly call monitoring cost if we felt we no longer needed it and that the system was ours. MISSOLD!!!! We tried cancel the monthly cost and told we have to pay for the equipment which we were sold as ours, £99.00 for the alarm, £149.00 per camera which can be purchased elsewhere for£99.00 by the way! Verbally mislead I will be taking legal advice and reporting to Rip off Britain.”
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
“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!!!!”
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
“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.”
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
“SCAM. (A VERY REASSURING SCAM)
Verisure is the biggest scam on TV in terms of customer service, alarm security, and taking payment.
I was given a quote and the money that was taken from me was more than what I was told I will be paying. I had to call customer service to have it rectified. The day I was given a quote, I asked the salesperson if there is a way for me to cancel, he told me to wait after 6 weeks and then cancel. I could keep the camera on a monthly subscription and keep the system. I paid over £600 and stayed with them for more than 7 months. when I tried to switch over to camera only which is with Arlo. Arlo customer service couldn't help me because my system was still connected to veriusure.
Then I called verisure for help, They went through security with me, and hung up the phone. All the customer service teams at verisure are trained not to take calls from customers that have left them. they are told to hang up on you.
One of them said you are taking the space of a potential customer and I have to hang up. They didn't let me speak. VERISURE IS A TRAP THAT CAPTURES YOU AND YOUR MONEY, Then leaves you stranded the moment you decide you want a change of contract.
They use a lot of advertisements to draw you in. once you are in, you need to pay that monthly subscription and the day you are not able to pay the subscription, you have a system that you need to put in the bin.
Last week, someone accidentally touched a button on the control panel on the verisure system, and it triggered the alarm.
I contacted verisure for help, the first person that took my call after going through security with me, hang up without saying anything as he realized that I was no longer a paying customer. I tried calling back and before going through security, I had to explain that I have a baby sleeping and the alarm has been triggered and the noise in the house is unbearable. The customer service person said that he couldn't help me as I was no longer a paying customer. I had to plead that I am calling because my child Is sleeping and the noise was very loud, he told me to take the battery off the alarm system.
I did as I was told, and it stopped the alarm.
I tried contacting the guy that did the installation for me, but he doesn't want to take my call.
I went on checkatrade, in an attempt to get someone to come and rectify the problem for me.
Unfortunately, everyone that came back to me, said that "THE ONLY PERSON THAT CAN DEAL WITH A VERISURE SYSTEM IS VERISURE".
Today I called verisure and told them that I have left and that I am willing to pay for an engineer to come and look at my alarm for me.
They declined that they don't have such services and that they cant help me.
I have been scammed, by a very reassuring criminal I saw on TV.
The system is designed to get you in and keep you paying a monthly subscription that you don't really need to pay and if you stop paying monthly, the alarm you bought is useless.
I wish someone told me of this and I wish someone can read my review before making A VERY REASSURING WRONG CHOICE.”
Hello Silas,
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.
Because you are no longer a Verisure customer via subscription, this means that maintenance of the alarm is no longer included and therefore if you needed someone to attend, there would be a call-out fee. We would be more than happy to arrange this 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
“When our alarm system was installed at our business premises we felt secure with the 24hr monitoring service. Fast forward 11 months and we had a ram-raid on our property. The first we knew about it was when we were contacted at midnight by the business owner next door to us, who had been alerted by his camera’s motion sensor, and phoned to let us know. I phoned the monitoring centre & let them know what had happened. They had not had an alert but could see that our alarm had been set at close of business. My husband went to site & found that our roller shutter had been completely ripped off and everything inside that part of the building was destroyed. We had a motion sensor facing the roller shutter door that has failed to go off. The perpetrators had gone into the office and ransacked it, we had a motion sensor in there, it failed to go off. I asked if they could post a security guard until our premises were secured & was told they didn’t do that. They did manage to give me the number of a boarding up company about 3 hrs after the initial incident. They have made excuse after excuse as to why the system failed…1) maybe the perpetrators had a signal blocker - well maybe they did but we pay extra for them to be alerted if the signal is blocked. 2) your batteries might have run out - well aren’t you supposed to get a notification when the batteries are low, and come out to replace them….it says so in our contract.
3) you don’t have a sensor on your roller shutter - that’s because YOUR SURVEYOR/INSTALLATION ENGINEER, advised that we didn’t need one and why we have a motion sensor facing the shutter, which you would expect to be triggered when a car comes flying through it.
Next day I was told we shouldn’t have been refused a security guard, but it was a bit late in the day for that revelation!
Almost a month later and they still can’t explain why the system failed, but they can add extra sensors & camera to our existing package & only charge us half price for 6 months. They can even throw in a £100 gift card & stage a, controlled by them, fake break in to see if the alarm goes off…..well what use would that be, if there is no guarantee that the alarm system will work if we ever have another real break in. I’ve been waiting 6 days for my 3 day callback to cancel. I had a missed call on day 5, and called back immediately only to be told that the advisor was on another call & would call back immediately after. It must have been a long call because when I phoned this morning at 10:20 I was told he was on a call & would call back immediately he had finished that call. I called again at 11:30, and guess what? He was on a call and would call back, but this time it was going to be before his shift ends at 17:30. We are now at 15:30 and no call, so he’s got 2hrs to call me back….chances of it happening are about as reliable as their alarm system proved to be!!!!
Well would you believe it - 17:30 and no callback, really can’t say I am surprised!!!
I phoned at 17:35 and asked to speak to someone else, only to be told that the whole department closes at 17:30 & I will get a callback first thing in the morning…..watch this space
Needless to say my 9:00 callback didn’t happen, so I called at 9:15. Spoke to a lovely guy in customer services but couldn’t speak to my assigned case handler in the retentions team because he was in a meeting. The customer services guy is sending a strong message to the retentions guy - let’s hope that works, as if it does it will be the first thing that does!!”
“BEWARE! This has been the worst experience with a company I have ever dealt with. As soon as I decided I wanted to cancel the whole process has been so difficult and they have made it really stressful! Avoid this company at all costs!”
“Verisure customer service never made me feel safe or secure.
My experience with Verisure was awful from the very beginning. Firstly I believe I was misled by the installer who made me sign a contract on the spot on his tablet, without even attempting a brief explanation of certain clauses of the contract written in very small fonts and large paragraphs which are impossible to read fully as you can imagine.
Additionally, I found that the quality of the video from the devices was extremely poor. Never really understood why is there no camera installed on the front door included in the package?
Furthermore, a fault had been erased within a device, and the system was not functioning properly.
Despite the fact that an engineer was supposed to come, they didn't, so the bills continued while the problem was still present.
Unfortunately, I lost my job a few months later and requested to cancel my subscription to Verisure. Interestingly, my Verisure payments increased ridiculously, and I needed to decrease my monthly spending.
It was from this point onwards that I had to deal with the ruthless Verisure Customer Service.
Please refrain from joining Verisure at any cost.
In my opinion, there are much better companies out there offering a friendly, fair, and high-quality service, at a much lower cost.
It is a large company that is growing somehow but based on my experience, I am convinced they have zero interest in individuals.
By far, Verisure provides the Worst Customer Service I ever encountered. It is also worth noting that I am not the type of person who complains often, so that says a lot....
Do yourself a favor and avoid Verisure. It would be in your best interest.”
“Terrible customer service avoid at all costs, the installer is ignoring my text messages to cancel, head office is lying saying they have asked installer to contact me. Alarm siren is not loud enough, the camera is way to big neihhbours can all see it, the app will not open refusing my password so cannot use main camera. These people are scammers”
“My review has been removed because i…
My review has been removed because i wrote the truth about this con artist company who are selling useless cheap alarm systems and when problems arise with the alarm they ignore communication so that you get tricked into there 3 month contract subscription. The staff are rude very unprofessional and when you try and leave this company they make it very hard so you incurr extortionate fees. Read all the reviews on all review sites as verisure take down the bad ones so customers dont hear the truth. Report this company to trading standards get them investigated.wish i never ever took an alarm system with them!!!!!!!
The sales agents appear nice but are in on the scam with this company. The person who keeps replying to these reviews is no good either i have tried many times to close my account but this company just argue and then harrass you with calls and emails.”
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
“Everything,…I was lied to right from the start …apparently I don’t own my alarm even though I paid them almost £500.. and I’m being forced to continue my monthly contract or they will charge me almost £300 to leave and also by doing that I actually don’t have an alarm… I’m disgusted just feel like ripping the whole thing out myself , plus my front door is ruined because the arlo door bell is stuck right in the middle ….. disgusted”
Hello Elenor young,
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
“Purchase veisure alarm system and paid nearly £400 . We have been Misold the alarm system by this company. We purchased these in good faith and was not once told that these item have to be returned when we cancel our subscription. And if we downgrade the subscription we have to pay £99.
We've had this system installed over 2 years ago,the membership just keeps rising and becoming very expensive!
I am absolutely disgusted and would not recommend this company to anyone.”
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
“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!”
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
“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.”
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
“They lie on the install We were told we could go from monitoring to bell only but they never mentioned the charges going from one to the other and even though we paid £600 We don't own anything and they take it all out at the an extortionate rate
Do not use a total rip off”
Hi JAMES DEMPSEY,
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
