Name: Verisure UK
Rating: 2.96

“Absolutely disgusting corporation that threatens pensioners refuse’s to do the installation properly so it’s fully working which it never has from day one. The customer service is horrendous and don’t contact you back. They make out as tho they’ve called you in which is a lie then send you a email saying the complaint is now closed and say we tried to call you.. that’s the out come of complaints and there are hundreds in the same situation with this corporation. This corporation isn’t fit for purpose. They threaten you for money even tho the equipment doesn’t work and when you tell them you want to cancel well that’s a different story but worse unfortunately. You speak to one person and agree the cancellation and removal of equipment the you receive an email saying your complaint is closed and we tried to call you which is a lie. I’m now seeking a solicitor to take action against the corporation for breach of contract which has never been for filled from day one. I’m not a complainer but I do expect a bit of value for money not just robbed blind.”

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

Posted 2 years ago

“Terrible customer service. Can’t get through on the phone. Increase bills without any notice and engineers have no experience.”

Helpful Report

Posted 2 years ago

Hello, I am sorry to hear about your experience with Verisure, I can assure you, this is not the service that we intend to offer. We would like to take the time to discuss this further with you, please contact us by calling us on 0333 200 9000, in order for us to effectively pinpoint the issues and hopefully resolve the issue. In this case, I am aware that a lot of our customers have been experiencing difficulties getting through to our Customer Support Team and I can only apologise for this. We have experienced an unusually high demand for these services in recent weeks and we were not prepared for the increased demand. However, this is something we are actively improving, we are taking on more staff who will increase the amount of call and chat interactions we can have, and this will in turn reduce wait times for all methods of communication. I hope we can resolve this matter for you if it hasn't already been resolved. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“30 minutes on hold and still no one answers the phone from customer service. absolutely terrible quality of service. definitely not renewing my contract with this company.”

Helpful Report

Posted 2 years ago

Hi E TAILOR, I am sorry to hear about your experience with Verisure, I can assure you, this is not the service that we intend to offer. We would like to take the time to discuss this further with you, please contact us by calling us on 0333 200 9000, in order for us to effectively pinpoint the issues and hopefully resolve the issue. In this case, I am aware that a lot of our customers have been experiencing difficulties getting through to our Customer Support Team and I can only apologise for this. We have experienced an unusually high demand for these services in recent weeks and we were not prepared for the increased demand. However, this is something we are actively improving, we are taking on more staff who will increase the amount of call and chat interactions we can have, and this will in turn reduce wait times for all methods of communication. I hope we can resolve this matter for you if it hasn't already been resolved. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“They agreed to council my contract after I change systems yet still charged me and refused to refund what they have taken. They are still chasing me to pay for a contract which has been stopped. I have found them to be very poor and disorganised yet now they are simply stealing.”

Helpful Report

Posted 2 years ago

Hello Graeme, 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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“Do not ever ever use this service, it's a trap. They give you many offers in the beginning but too hard when discontinuing, they keep you sending bills and too bad customer support to sort out. Even while dismantling you have to pay big sum. And it doesn't just stop there, you keep receiving bills and lots ot lagging to sort out. At the end no one at customer can give you the solution and they transfer you from here to there. Unwanted stress, i would have given 0 starts if there were.”

Helpful Report

Posted 2 years ago

Hello, Thank you for reaching out to us! We aim to deliver an excellent level of service to all of our customers so your feedback is valuable. It would be great if you could reply to my Reviews.io email with more information. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“AVOID! So many hidden charges!! Ridiculous customer service. Emailed the company back in early June asking to cancel my policy. Then was asked to send email from the registered email address they had on file, which i done. Heard nothing..... Had a letter come through saying i have 7 days to pay!!! I’ve been told by one person that it’s a month by month contract and can cancel any time, to now be told it’s a 90 day cancellation period. I can either down grade my system or cancel but would have to pay £100 for engineer to come to remove equipment. What did i pay the £400 for???? Parent are in there late 70's and receiving threatening letters. Madness! One for watchdog for sure!!!”

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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“AVOID! So many hidden charges!! Great at sales and a good alarm. If you want out they are not the people to go with! Ridiculous customer service. Rang the company 3 times asking to cancel my policy. I’ve been told by one person that it’s a month by month contract and can cancel any time, to now be told it’s a 90 day cancellation period. I’ve asked to talk to somebody to cancel, they said it’s assigned to one person and nobody else can be spoken to about it. Absolute madness! So they’ve now got in contact to tell me 3 months cancellation and they will remove my alarm from the property. Not sure what I paid £500 for in the first place then!! They said I’ve now paid for the doorbell and side camera so I can keep them. Top it off, charging me £99 to remove the alarm from my property!! AVOID this company, absolute cons!”

Helpful Report

Posted 2 years ago

Hi James, 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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“Direct debit billing incorrect and no satisfactory responses. Over billing from what was agreed.”

Helpful Report

Posted 2 years ago

Hi Jaz, 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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“Customer service is appalling. I cancelled my subscription by providing the three months notice, yet I was harassed for overdue bills after the contract has ended. Even after the alarm was removed I kept getting reminders for overdue bills! I wrote and complained twice and both complaints were ignored. The installation was poor. Window sensors were put on one side of a double window, but the room was fitted with a sensor. Installing more products than needed to presumably increase the monthly costs. I asked for a smoke detector to be taken down for decorating and I kept being referred to my contract and how I could not have it taken down for decorating! The service is not worth paying for. The products are average and the monitoring service is pointless. If you receive a call from their call centre and you do not answer, they do not ring again. Not much good if there’s a false alarm in the middle of the night and you don’t hear your phone ringing. I was paying a lot of money for a very basic service, and terrible customer services. I much prefer my Ring alarm which does alert me if it is triggered!”

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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“The problem is that I had to give one star - i would preferred to have given 0 stars - surely this has to be available or even -stars. Although overall for a multi-billion pound company 1.4 overall rating is appalling. they have no desire to change - really sad Avoid at all costs Have had a problem for the last 17 weeks no resolution - customer service over an hour to answer telephones.”

Helpful Report

Posted 2 years ago

Hello, I am sorry to hear about your experience with Verisure, I can assure you that this is not the service that we intend to offer. We would like to take the time to discuss this further with you, please contact us by calling us on 0333 200 9000, in order for us to effectively pinpoint the issues and hopefully resolve the issue. In this case, I am aware that a lot of our customers have been experiencing difficulties getting through to our Customer Support Team and I can only apologise for this. We have experienced an unusually high demand for these services in recent weeks and we were not prepared for the increased demand. However, this is something we are actively improving, we are taking on more staff who will increase the amount of call and chat interactions we can have, this will in turn reduce wait times for all methods of communication. I hope we can resolve this matter for you if it hasn't already been resolved. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“I hope if you decide to get a Verisure Alarm they are more professional than the group of Verisure workers who stand outside their premises in Pudsey usually group of 10 plus swearing, obnoxious and smoking makes the company look very professional 🤔”

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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“Avoid at all costs!!!!! These guys are big time scammers, the pre customer service is absolutely amazing and obviously necessary to reel you in but the post customer service is disgusting. If you end up having any problems with their equipment then good luck because it includes you being on the phone to them, on hold for what feels like a lifetime only to be told they have no engineers available or to book you an appointment and then no one turn up for the planned date without any notice or if your lucky you might get a call from them to cancel on you last minute. For the last three months our camera have not been working, the video doorbell is not functioning the way it should and we have numerous other issues, we went for all the high tech equipment, wireless with solar panels that turned out to be absolutely useless as the solar panels don't charge cameras properly so now they will need to be hard wired, basically we got the top package they sell. Changed our internet provider to Virgin Media, got WiFi extenders from TP Link but still issues with their cameras, they now realise its their equipment and not the internet thats a problem but can't do anything to rectify the issue as they really don't care! A massive waste of money for all that equipment and installation we paid for and then on top you get to pay a ridiculous monthly subscription charge. Stay well away!!!! Your better off getting a dog or asking your neighbours to watch the house for you.”

Helpful Report

Posted 2 years ago

Hello Naz, I am sorry to hear about your experience with Verisure, I can assure you, this is not the service that we intend to offer. We would like to take the time to discuss this further with you, please contact us by calling us on 0333 200 9000, in order for us to effectively pinpoint the issues and hopefully resolve the issue. In this case, I am aware that a lot of our customers have been experiencing difficulties getting through to our Customer Support Team and I can only apologise for this. We have experienced an unusually high demand for these services in recent weeks and we were not prepared for the increased demand. However, this is something we are actively improving, we are taking on more staff who will increase the amount of call and chat interactions we can have, and this will in turn reduce wait times for all methods of communication. I hope we can resolve this matter for you if it hasn't already been resolved. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“I had very good experience with system, customer service too. 5 stars”

Helpful Report

Posted 2 years ago

Hi John, Thank you so much for leaving us a 5-star review! I'm thrilled to hear of the great service offered by our team, we really do appreciate your feedback in relation to this! Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“Avoid at all cost. Scam company. Once they catch you, they won't let you go. 3 months cancellation notice for no reason, £100 fee for leaving and price rise every month without notice or agreement. Also every positive comments are fake.”

Helpful Report

Posted 2 years ago

Hello Jacek, 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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“Make sure you understand your contact and services included, horrible service.”

Helpful Report

Posted 2 years ago

Hello Z, 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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“Do not bother with this company the are ripping off who ever signs up trust me I fell for it”

Helpful Report

Posted 2 years ago

Hello Jon Clark, 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. Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“One more time, a very disappointed service and no reply to written complaint even if they say it would be responded in 24h. On the 24th of June I left my home at 3pm to go on holiday abroad and my husband disconnected by mistake the socket where the panel control is connected. This caused the alarm to go off after some hours when the battery of the panel run out. When I go on holidays, my neighbor next door goes twice a day to my house to feed my cat, and the next day, on the 25th, she texted me saying that the alarm was not working when she entered and she could not connect it after leaving. I tried to have a look in the app but we were not able to do anything. After a few days with my alarm disconnected at home I contacted Verisure by phone and you told me straight away that the problem was the power supply, so I called back my neighbour and told her to switch on the socket where the panel is plugged and the alarm worked again. That happened on the 27th, that means 4 days WITH NO ALARM DESPITE OF BEING PAYING A MONTHLY FEE FOR YOU TO MONITOR THE STATE OF MY ALARM. I am extremely disappointed to YOU NOT CONTACTED MY ABOUT THIS POWER CUT. You sent me an email on the 1st of July for the power cut that happened on the 24th June, 7 days later and when the problem was already sorted. It passed 4 days until the issue was resolved and ONLY BECAUSE I CALLED YOU, NOT BECAUSE YOU CONTACTED ME. Very disappointed with the service, I do not not for what I am paying a monthly fee. Definitely, I regret every day to have chosen Verisure, absolutely terrible.”

Helpful Report

Posted 2 years ago

Hello, I have sent you a direct message in regards to this 1-star review. Please check this and get back to me at your earliest convenience! Best regards, Seb Your Verisure Customer Support

Posted 2 years ago

“Absolute joke of a company. Steer clear folks!!!!”

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

Posted 2 years ago

“We've been Verisure customers since 2016. In all this time, our alarm hasn't been triggered once. We kept paying the monthly invoice but never caused the company to spend any money on us. In March 2022 we moved house and informed Verisure we'd like to take the alarm (and the contract) with us to the new property. In the 3 days prior to the handover of the keys to the new owner (15-Mar-2022), Verisure set and missed 3 (three) appointments with us to remove the gear (cameras, control panel) from the property. All these were working days - so we took time off work for ... nothing. When we eventually moved into the new house, we called Verisure to (re-)install the same gear (cameras, control panel, doorbell) at the new property. They again set and missed 3 appointments (two on Sat 11-Jun-2022, one on Fri 17-Jun-2022) to re-install the same gear at the new property. In all these 6 cases, we've not been notified at all - or have been notified with a few minutes left to the end of the allocate timeframe for the engineer visit. It was us who called Verisure Customer Service, asking "is the engineer still coming" - only to be told (each and every time) that "he's been delayed at a previous job - we need to re-schedule". We fully understand shortage of personnel. This can NOT be a coincidence, though. VERISURE IS TRYING TO PUSH US OUT, IN ORDER TO SIGN NEW CUSTOMERS ON HIGHER MONTHLY FEE. Moreover, on Fri 17-Jun-2022 we asked Verisure to cancel our contract. The Customer Support Agent promised they'd contact us "in 3 business days". On Sat 18-Jun-2022, we received an email from Verisure Customer Support Team - once again promising they'd call us in 3 business days to cancel the contract. Today is Sat 25-Jun-2022 and nobody from Verisure called us yet. With this action, we'd like to raise awareness of other Verisure customers - relative to the practices this company uses to get rid of the existing customers on lower monthly fees that currently on offer. We also request formal compensation from Verisure for the loss of revenue due to un-necessarily taking time (4 working days) off work.”

Helpful Report

Posted 2 years ago

Hello Adrian Alexandru, 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

Posted 2 years ago

“Muhammed from Luton come to my house today to install my system. First of all he put all my sensors wrong on the doors my alarm wouldn’t go off till burglar is in the property and when they are inside my smoke system is directed to my and my kids bedroom so burglar is free to rob the whole house. Then no signs are put up and cameras are all put on in wrong positions. The guy didn’t give me no key fobs wanted £49 each when I’m meant to get one black and one pink one in the box. Now telling him to stop contacting me he don’t stop hassling me, because I made a complaint and no managers have contacted me to resolve this. Go to a proper company like adt only went with them because my cousin works for them but he isn’t like this cowboy.”

Helpful Report

Posted 2 years ago

Hi Muhammed, 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

Posted 2 years ago

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