ERA Home SecurityReviews 

The appalling attitude to customers continues. I made a formal complaint on the 4th August and was told I would be contacted within a month. 12th Sept still no response.

Had a pair of composite doors fitted around 6 yrs ago and the gearbox on one failed. My door manufacturer said they only give a years cover so emailed ERA directly with photos etc. I got 2 emails back within a day saying they would send me one out but currenty out of stock. 1 week later parcel arrived with era invincible gearbox in. So in essence disappointed with the part failure (Things happen)but a very good experience with ERA aftersales who I can only praise.

ERA advise customers who ask to go to competitors so no one should buy from them. They probably won't be around long. ERA took over Y-Cam. I have spent nearly £1000 on Y-Cam security cameras and online services. In March ERA announced they are discontinuing Y-CAM products and support which, by the way, have worked flawlessly for five years. They offered a 40% discount to buy ERA products. The discount is worthless as equivalent indoor products are out of stock. When I contacted customer services by e.mail to see when stock was expected the response from Sumir states bluntly "you may need to consider purchasing similar cameras from other providers. Cameras that work similarly to ours, are available from Arlo, Simplisafe, Blink and Ring" indicating they may not be coming back into stock. It's clear that if you buy a product from ERA it may be discontinued at short notice.

We had a new door fitted by a company that used ERA products. Had no end of grief with being intermittently being unable to open our front door. The company fitting this said they had had problem with ERA products recently and ordered a replacement. Came to re-fit it today and they said was faulty as well.

Terrible company! AVOID!! as described in a review below: they took over Y-cam & have discontinued the cameras (oct 2023) even though they work fine. Mainly because of free storage deal with Y-cam they want people to pay subscription based & buy their cameras, NO WAY!!
They could have kept customers happy but have screwed everyone over! I hope they go bankrupt ASAP

I am a Y-Cam customer. I purchased my first Y-Cam in 2013 and then purchased 3 additional cameras in 2017. I understand that Y-Cam was acquired by this company. They have given notice saying that
Quote
This communication is effective from Friday 31 March 2023 and is to inform you that your Y-cam cameras have reached end of life.

Due to the nature of digital technology, there comes a point where a product or software can’t be developed any further and it is no longer possible to provide further support. This applies to most, if not all digital technologies including phones and apps for example. When this happens, in the best interests of our customers, we have to change the platforms we use. This unfortunately means that some of our Y-cam products have reached the end of their life and it’s no longer viable for these products to continue to operate on their existing platforms.
Unquote

My cameras has not reached their end of life. They do not provide me any other alternative other than purchasing a new ERA product.

I do not need a new product. My cameras are working nicely. I purchased these cameras with the fact that I was able to use them with the platform. If Y-Cam is not closed but transferred to another company, the new company should continue the service.

Overall, this is my experience about the new owner of Y-Cam.

Thank you

Just purchased this floodlight camera and found setting it up was easy. This was only hampered by my own router causing connection difficulty to Wi-Fi this being caused by routers built in security. Contacted Era technical helpline and followed their advice and problem solved. Easy contact for help not waiting hours on phone to get advice and help.
Horizontal adjustment should be highlighted as this makes the camera more versatile. Works well great value.

I bought my Era homeguard Pro alarm kit on line. The first problem was that my AC power unit had to be recalled. This arrived by 1st class post the next available day. Upon setting up it was found that one of the door contact sensors was faulty. Replacement arrived following day by courier. Thanks to Matt for these prompt replacements. I found the set up, pairing, and testing instructions quite daunting. They could be made simpler ! However, I was patiently talked through these by Kaush. Took more than 30 minutes. I now have a perfectly set up and tested home alarm system thanks to some very patient and helpful Era helpline staff. Many thanks guys. I wish that there were more than 5 stars to give you.

This company took over Y-cam a couple of years ago. Since then the y-cam website and help pages have disappeared. The app is now virtually unusable and my y-cam camera no longer provides a live feed. Actions that create a trigger event are still recorded but their system is so useless when trying to view a live feed. My attempts to get any help to resolve this issue are being ignored. Having paid for this service for several years I am giving up and switching to a service that I can rely on. Avoid this company and their products like the plague.

Purchased their outdoor camera. Does not work. Spoke with them and they ran through app settings which were not contained in any manual. It still didn't work and I was told they would call back and they didn't. Have messaged twice using their contact form and that was about two weeks ago. I have a great looking camera at my front door that does not work and their customer service is shocking. Will call again on Monday........ If anyone from the company reads this the camera ID is 8cae89090864.

Our floodlight camera was installed on the 9th May the camera has never worked as it should The camera was changed on 10th June but with the same problems customer service is bad I wish I never bought the camera it’s been a waste of time and money and to say I’m not happy is an understatement.

Ater 6 months of using a BS 5 lever sash lock, it started playing up. It wouldn't unlock. I contacted ERA. A Gaynor Norman asked me to send photo's of the lock etc. She then replied stating 'heavy side load' during locking/unlocking has caused this, (of which there was none).
I invited them to come and inspect the lock in situ as I couldn't understand how this (highly unlikely) conclusion could be reached by photo's.
No go.
I was told I could send it to them at my cost, and they might fix it at my cost.
I asked for an address to make a complaint. No further replies.
How can a product be given a 10 year warranty, and when it's construction fails or is called into question, no responsibility is accepted?
It seems this happens quite often (when I did some research on the matter).
Awful product and customer service. Lying and blaming the customer is the name of her game. She and ERA should be ashamed.

I will shortly be doing a review of the products and customer service I have received after pointing out the faults I have found with ERA locking products. I am an mobile locksmith and have used the products for many years. But I am now even more concerned after speaking to customer service representatives. But below I will list some of the issues you can expect with the products if you choose to use them. I am currently awaiting a response. But to be honest with you. I'm getting fake away from my desk replies at the moment. But this will be a ongoing updated review.
My dealings have been with Gaynor and Glen so far.

The update is this:
ERA products have cost me time and money. Glen just gave up. Gaynor just offered me a couple of locks to basically go away. I think that ERA are no longer intrested in core products and the people who fit them.
Manufacturing issues are a problem that all Locksmiths will come across. Night latches that lock you in. Imagine that in a fire. Call backs to levers spreading because the case isn't manufactured correctly.
Cutting corners on quality for profit is something that is a real worry in this game.

I have an era lock for my front door, and I needed a replacement screw. I emailed them to ask what sort of screw I needed and I was delighted that they sent me a replacement free of charge. I thought I’d have to spend ages finding a suitable replacement. Fantastic customer service!

The video doorbell is a great product - and they went above and beyond to sort out a spare part issue of my own making.. Kaush in customer service was very helpful.

Don't believe 10 year warranty on locks, my builder fitted 10 exterior BS std sash locks to all my exterior doors on my grade 2 listed barn 7 years ago. Front door stopped locking which was lucky it broke open, not locked as able to get to take lock out myself. After several emails to prove inside the 10 year, was asked to send back lock at my cost! And told to buy new lock locally, as his words cheaper than them! and £10 plus vat postage, and quicker to secure house too! Did all that and weeks later phoned as nobody had contacted me, to find man on sick and others had left on his desk! Then they said they tested and it was my builders fault, poorly fitted even though all others ok! front door obviously gets used more. Then got told no refund and if they repair mine I have to pay to get it posted back. I've never had such poor customer service just feels like any excuse to get out of there so called 10 year warranty which suggests great quality. Well I've gone with a Union replacement on recommendation of a locksmith who said far better made than era and surprise surprise it fitted in replacement slot and works much smoother. So I'll go with Union from now on, if any other break because of being poorly fitted!!

We bought a Ycam camera a few years back and never opened until we needed it last Sunday. Tried to set up which kept failing, I knew there was an issue as we own another camera from them and no issues setting up. We found out that ERA had bought the company so contacted them via email. It's been backwards and forwards for a few days now and kept being told to do the same things as I had already done multiple times over. I ended up getting a phonecall and was told based on what was happening there was a problem with the camera as even theie programmer couldn't get it sorted. Short answer they can't do anything as it's out of warranty. Fair enough under normal circumstances but this camera cost us £170 and as never used I would expect a bit of leeway from the company. I even said we had seen on their website that they were selling off these cameras for £80 to get rid, so as a gesture of goodwill would they not send a replacement (again based on the camera we have not being used and them stating its an issue with the camera) - short answer NO! Peanuts to them, a line they want rid of but won't extend an olive branch to us.
We will never use this company based on all of the above.

Customer service - brilliant, alarm system - fantastic, would definitely recommend this company.

I received a call from Phil at your Help Desk. He listened to my description of what had been happening and walked me through the recommended fix. Furthermore, they committed to send me a replacement Door Sensor.
Thank you very much for a courteous and professional service.

The Customer Service offered by ERA Home Security is absolutely amazing. The security lock on my back door is a few years old and had developed a problem in its operation. I telephoned the company to enquire where I could purchase a new lock - and by return they sent me a replacement completely free of charge. I never expected this and the gentleman who dealt with my enquiry - Stuart Jones, went out of his way to assist me. It is many years since I have experienced such brilliant customer service and must say hats off to ERA Home Security. Well done and thank you!