I was up early again today as I couldn’t sleep. Checking my emails on the laptop, I had one from Spy Alarm in relation to service of the equipment yesterday and asked if I would do a Trust Pilot review.
I thought it’s 3:30am in the morning, what else is there to do lol.
So, I gave it a 5 star as the engineer listened to our questions and sorted out an issue with the phones so that we could control the alarm via the phone.
I made a last comment, that we never got any information about the change in service rates in April, which is breaking the law, as you should be notified of all charges changed.
Then submitted it.
Hour later I was told it was posted, then around 9am, I had an email that said there had been a reply to my post.
I clicked on the reply button, and it took me to the post and advised me to call.
What happened next, I wasn’t expecting, I spoke to a lady called Becky from the customer service team, who was pleased with the 5 stars, but I had raised a question about I had not received any communication about the change in the service charges for 2025/26.
By law you should as if you’re not happy you can cancel or discuss about them.
Becky apologised and then took me by surprise; she was going to back date this year service charge to last year service charge and then freeze it for the next couple of years.
I was just taken aback, that one review and sentence she did that.
I did ask, 2027, I won’t see huge price rise, she went no, it will be based on the amount you’re paying now.
I have since had an email from Becky and the accounts department supporting all of this.
Amazing service.
