The engineer was prompt, polite and very pleasant. But he said that he was not familiar with the installation of the equipment he had come to fit. However he persevered and succeeded. Upon testing... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The engineer was great, very helpful & professional. Head Office accounts kept billing me for replacement batteries when they are free under my contract. Hence only 4 stars
Company replied
The staff manning the phones were very helpful, and the engineers had to come back to property to check the outside alarm. The accounts dept were very proffessional when much an error I made was rect... See more
Company replied
Initial contact was simple and responsive, the sales person arrived at the agreed time and made some helpful suggestions but no hard sell. The installer did a great job and it took just one day.
Company replied
Company details
Information provided by various external sources
Protect your Home or Business with Spy Alarms. We offer hassle-free installation, repair and maintenance for CCTV, fire and burglar alarm systems across London & Kent.
Contact info
Cray Avenue, BR5 4BQ, Orpington, United Kingdom
- spyalarms.co.uk
4.3
Excellent
693 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Very helpful tech support
Very helpful tech support. They were able to solve my problem in a clear way. They called me exactly on time arranged. Good service.
September 10, 2025
Unprompted review
Reply from Spy Alarms
Dear Andrew, thank you for your fantastic review and for taking the time to rate our services as 5 stars.
Kindest Regards
The Spy Team
Unreliable
Poorest after sales service.
After cancelling the contract, they come up asking for monitering fees after 1 year. No clarity when you cancel them. I will definetly not reccomend
September 5, 2025
Unprompted review
Reply from Spy Alarms
Dear Uttpal, thank you for bringing this to our attention. I have been able to allocate one account linked to your name, and I can see that the account has been cancelled as requested last year. I cannot see any invoices on the account as per your comment above.
Would you be so kind to reach out to me at b.debeer@spyalarms.co.uk. I can then double check your details to ensure everything has been actioned as previously requested.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Prompt response
Prompt response, easy-to-follow instructions, patient call handler.
September 3, 2025
Unprompted review
Reply from Spy Alarms
Dear Andrew, we really appreciate that you have taken the time to rate our services as 5 stars, and for sharing your experience with the wider community.
Kindest Regards
The Spy Team
Installation poor and after service rubbish .
Installation not done correctly. Addition cctv installed at our premises to safe guard our staff . New cameras were only working intermittently ( enginee knew this ) but left telling us all was working. Trying to get an engineer out to resolve this has become impossible. Quoted 2 week lead times to fix the fault that they caused on safety critical cctv system. Do not use this company . They offer the worse alarm and cctv service I have ever experienced in my life looking after multiple premises
August 22, 2025
Unprompted review
Reply from Spy Alarms
Dear Consumer, thank you for bringing this matter to our attention, it is really disappointing to hear about your experience and the issues you have faced with your CCTV installation. This is certainly not the level of service we aim to provide. I would like to investigate this as a priority, but I have been unable to allocate your account with the information available here. Would you kindly contact me directly at b.debeer@spyalarms.co.uk so I can look into this and arrange the appropriate support for you?
Thank you for your time and I hope to hear from you soon.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
I had to reset our alarm after power…
I had to reset our alarm after power outage. The engineer phoned me within the timeframe indicated by customer service and talked me through the necessary steps.
September 1, 2025
Unprompted review
Reply from Spy Alarms
Dear R&M, thank you for taking the time to rate our services as 5 stars we really do appreciate it.
Kindest Regards
The Spy Team
Helpful advisor
Advisor was patient and helpful and explained things clearly - much appreciated.
August 29, 2025
Unprompted review
Reply from Spy Alarms
Dear Shane, thank you for sharing your experience with the wider community we really appreciate it.
Kindest Regards
The Spy Team
Excellent service from Spy Alarms
Excellent service from Spy Alarms. Rang me back quickly and talked me through reset over the phone. Friendly, professional and prompt communication. Thanks
August 27, 2025
Unprompted review
Reply from Spy Alarms
Dear Lucy, thank you very much for taking the time to rate our technical services as 5 stars. We really do appreciate it.
Kindest Regards
The Spy Team
Need to add new WIFI router
Need to add new WIFI router, Chris talked me through it. He was very good and patient as it took three attempts at my end.
August 26, 2025
Unprompted review
Reply from Spy Alarms
Dear John, we are really pleased to hear that Chris was able to assist you with your new WIFI router, thank you for taking the time to share your experience with the wider community.
Kindest Regards
The Spy Team
Excellent technical support
Swift call back and patient, helpful solution to my alarm query.
August 22, 2025
Unprompted review
Reply from Spy Alarms
Dear Georgina, Thank you for taking the time to share your experience with the wider community and for rating our technical support as 5 stars! We really appreciate it.
Kindest Regards
The Spy Team
Excellent help from the engineer who…
Excellent help from the engineer who guided me through the process of setting up the WiFI and app. Could not have been more helpful
August 22, 2025
Unprompted review
Reply from Spy Alarms
Dear John Clark, thank you very much for your fantastic review and for taking the time to share your experience with the wider community.
Kindest Regards
The Spy Team
Head Office is chaotic
The technicians are good but head office is chaotic and general coordination and organisation is poor. An engineer arrived to install a new CCTV camera and brought the wrong fittings. He disappeared and there was no follow up by head office. On another recent occasion they sent an alarm engineer to service the CCTV, he left and I wasted another day off work. I think part the issue is that Spy has been buying smaller competitors including my own previous alarm company and has not integrated these properly.
August 20, 2025
Unprompted review
Reply from Spy Alarms
Dear Grahame, Thank you for bringing this matter to our attention, though I must say it was very disappointing to read about your experience. I have been trying to locate your account in order to call you directly, but I was unable to find it under the name provided above.
Could I kindly ask you to contact me directly at b.debeer@spyalarms.co.uk.
I am very eager to speak with you so we can arrange for one of our engineers to attend as a matter of urgency and have your CCTV camera replaced without delay.
Thank you for your time, and I look forward to hearing from you soon.
Kindest regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Where do I start?
We are now 6 months on. The company have been planned to replace an external box fascia with a printed logo on a new box they installed. Numerous emails, calls and several engineer visits.
Still not sorted. Unclear to me if there is much internal communication at Spy.
Made a simple matter into a complex web of unnecessary visits wasting time and money
August 21, 2025
Unprompted review
Reply from Spy Alarms
Dear A Pagliuca, thank you very much for your time on the phone this afternoon I really do appreciate it.
As discussed we will be attending to complete this work for you on Tuesday the 2nd of September. I have added a diary note to give you a call on Wednesday morning to ensure that you are happy with the outcome following our engineers visit. Once again please accept my most sincere apologises for the delay in having this matter resolved for you.
I look forward to speaking with you on Wednesday the 3rd of September.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
prompt and efficient
call answered and a return call was promised. an engineer called within 20 minutes and solved the problem over the phone in 5 minutes. quality customer service
August 20, 2025
Unprompted review
Reply from Spy Alarms
Dear Martin, thank you for your fantastic review. We are really pleased to hear of your recent experience.
Kindest Regards
The Spy Team
Resetting correct time
Call answered quickly but call handler unable to help (resetting time on the board which the recent service engineer had not done). Techinal man Lee phoned me back and quickly helped me to reset the time. However I would have preferred to have had the time set correctly in the first place.
August 19, 2025
Unprompted review
Reply from Spy Alarms
Dear Richard J, Thank you for taking the time to leave us a 4 star review, we truly appreciate it. Your feedback is very valuable to us here at Spy Alarms.
Regarding your comment about the engineer not setting the time correctly, please feel free to get in touch with me directly. We are committed to delivering excellent service, and your input will help us with training and making improvements going forward.
My direct email is b.debeer@spyalarms.co.uk.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Great customer service from Spy Alarms
Excellent customer service from Spy Alarms, very quick response time and really helpful technical support. I was very happy with the overall experience.
August 19, 2025
Unprompted review
Reply from Spy Alarms
Dear Christine, thank you for taking the time to rate our services as 5 stars, we really appreciate it. We are very pleased to hear that you were happy with your overall experience.
Kindest Regards
The Spy Team
Excellent Service
I had to call Spy Alarms recently for resetting of my alarm, which they very ably assisted me to do over the phone. I had no problems getting through and was called back very quickly by the engineer.
I also had a fault with my alarm keypad and as I live alone, I wanted it fixed as soon as possible. They came within 2 days and fixed it immediately.
I have always had first class service, the engineers are all really lovely and extremely helpful and I would absolutely recommend this company.
August 14, 2025
Unprompted review
Reply from Spy Alarms
Dear Jane, thank you so much for your fantastic review and comments! We really appreciate you sharing your recent experience with the wider community.
Kindest Regards
The Spy Team
Technical desk and reconnecting to app
Had to speak with Technical Desk after getting new WiFi and had to reconnect the app via the alarm keyboard. Was talked through it on telephone by the very helpful and patient engineer. All up and running again within a couple of minutes. Very good.
August 15, 2025
Unprompted review
Reply from Spy Alarms
Dear John Tobin, thank you for your great review and for taking the time to rate our technical support as 5 stars.
Kindest Regards
The Spy Team
Response
Getting through on the telephone is a complete nightmare. When you finally get through you are told you will get a call back because they are too busy to deal with you now. On two occasions no one called back.
However when the engineer eventually came he was excellent.
August 14, 2025
Unprompted review
Reply from Spy Alarms
Dear Amanda, Thank you for taking the time to share your feedback and for bringing this matter to my attention. I am truly sorry to hear that our service advisors did not return your calls as promised. This falls short of the standard of service we strive to deliver, and I completely understand your frustration.
I would be very grateful if you could reach out to me directly at b.debeer@spyalarms.co.uk. I would like the chance to discuss this with you over the phone if I may and provide you with a direct point of contact moving forward, so your questions and concerns are always addressed promptly.
On a positive note, I am delighted to hear that the engineer who attended met your expectations and delivered excellent service.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Ivelin was very helpful
Ivelin was very helpful.
Spyalarms have always been prompted, and friendly. Everything was explained to me over the phone and the process I needed to follow was easy, Ivelin was very helpful. Would give more than 5stars
August 13, 2025
Unprompted review
Reply from Spy Alarms
Dear NA, thank you for your kind words regarding Ivelin, we will be sure to pass on your kind words. We are really pleased to hear that you would rate our technical services as 5 stars or more.
Kindest Regards
The Spy Team
A lot of patience
A lot of patience with someone not so technically minded to download video from cctv. Thank you! I would never have got there without help.
August 11, 2025
Unprompted review
Reply from Spy Alarms
Dear Karenina Bennett, we are really pleased to hear that our technical support team were able to assist you with your CCTV issue. Thank you for taking the time to rate our services as 5 stars!
Kindest Regards
The Spy Team
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