Name: Verisure UK
Rating: 3.14

“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

“absolute utter frustrating rip-off nonsense !! .. do not use this company , tried cancelling with them only two days after a pathetically poor installation and one week later and numerous phone calls and emails i am still being lied to with contradictions each time and still no progress , also and none of this was told me during installation but later during many frustrating converstions with verisure the door bell needs a £50 additional chime so you can hear it in the house and they told me the solar panel charged security camera does not charge itself and you have to remove it and charge it and that if you are not physically able enough to do this they will charge you £70 to send someone out .... the whole thing is an utter scam rip-off ... avoid at all very expensive costs !!!! .....”

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

“AVOID!!! Dont know how this company can get away with taking customers money. They are cowboys!! You will never own the system they install but on the sales pitch they tell you once you have paid the fee it all yours if you cancel. THIS IS NOT TRUE! once you cancel they come round your house and rip the lot out. After paying £500 to install and paying £34 monthly fee i have nothing but a hole in my wallet. Please dont fall for there waffle. VERISURE ARE A CON COMPANY AND JUST WANT YOUR MONEY!! they have no customer service at all and dont care if you have been mis sold there product.”

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

“ABSOLUTE SCAM I was told that after paying £42 for a year that all the system equipment would be ours I've now got my elderly mother who paid 1500 just for the pleasure of them fitting it and then £42 A month for the last 16mths we've tried to cancel and they are now removing EVERYTHING so intact nothing belongs to us ROB DOGS”

Helpful Report

Posted 2 years ago

Hi nicola, 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

“Over one month I am unsuccessfully trying to receive the help from Verisure. Two crimes recently occured in our area but the front camera didn't record anything. Verisure lied that the faulty camera will be replaced tomorrow. Now they saying that it's impossible and the camera will be just inspected. I intend to apply for compensation and want to cancel the contract with this absolutely useless company urgently. Why should I waste my money, time and nerves? I will also complain to the Ombudsman. Don't recommend this scam company 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

Posted 2 years ago

“Please don’t have anything to do with this awful set. Pushy amateur sales techniques and no demonstration of this toy like equipment. Avoid at all costs”

Helpful Report

Posted 2 years ago

“Had mine over a year,window & door contacts all round,cameras,zero vision,only problem is sensor to sensitive on front door triggering false alarm,always notified of an alarm trigger.”

Helpful Report

Posted 2 years ago

“I have had a bad horrible experience with Verisure as a whole. The package deal was mis-sold with undeclared facts about the hidden clauses in the contract. I was misled by the installer to sign the contract on a small tablet device and no way to read the clauses. Had requested for the contract to be sent out by email which I could never open due to technical issues from Verisure. The arlo camera batteries were getting discharged within 5 days which contradictory to 3 months what was promised and advertised online . Ended up buying a replacement battery. The contract documents were not accessible during the 14 days period due to Verisure technical issues. Complaints raised a couple of times and no follow up resolution even though senior level managers and account manager handing were copied to the emails . Only harassment calls and rude customer service team and letters being sent out threatening about debt collection agency . I would not recommend Verisure to anyone .”

Helpful Report

Posted 2 years ago

“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!!”

Helpful Report

Posted 2 years ago

“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 ...”

Helpful Report

Posted 2 years ago

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