"Administration fails to match engineer quality."

I have used Prosec for about 15 years and have always found the technical service excellent . However this year the difficulty encountered in booking and confirming an appointment proved to be almost insurmountable. Bookings were lost or changed sometimes on the appointed day. The whole process proved to be a great disappointment. Matters were eventually resolved but only through the direct involvement of the engineer concerned .

"GOOD TECHNICAL EXPERIENCE"

GOOD TECHNICAL EXPERIENCE

"Good company to deal with"

Good company to deal with. Annual checks always carried out to schedule with no pressure to upgrade or renew system.

"Original appointment was not held ,but…"

Original appointment was not held ,but was impress with the second appointment and the regular engineer. Gave a great service.

"Great service."

Great service

"Satisfied customer"

Engineer arrived at appointed time, checked the alarm system and replaced a sensor.
Engineer was professional and friendly.

"Clear and professional engineer"

Clear and professional engineer. He shared the clear pricing options with us before any work was done, and let us know what his actions would be on the day. Very efficient.

"rear type of service"

arrived on time and date advised , carried out part service , as one part needed replaceing, promised to returan one week later ,but failed to arrive had to wait another week before work completed ,had been left withnout protection for two weeks

"Excellent service.All on time and I…"

Excellent service.All on time and I think it’s nice to have the same engineer.

"Disappointed"

Prosec took over our previous alarm company with whom we had a contract that involved paying for a call out when we needed help. We were therefore unprepared when we discovered that we had signed up for a maintenance contract involving not only annual servicing, but replacement of parts, new batteries and free call out - a 'Gold Star' contract costing over £260 pa. When I queried this I discovered that we were tied up in this contract (we live in a small terrace house) for 3 years. The admin staff were helpful and said that they would reduce the cost so we now pay £132.78 pa. However, after the most recent annual visit from the maintenance engineer, we were sent the contract to sign and once again it said 'Gold Star'. I phoned the company and was told simply to change the amount on the contract to £83. I then wrote asking them to put in writing exactly what the contract covered and to include this new figure of £83. Once again a helpful member of admin staff explained that it was a mistake. Although our contract said Gold Star we had in fact only been charged £132.78 as previously agreed. The £83 was for a basic maintenance contract, but we were signed up for the 'standard' level of £132.78 till 2023. No one had explained these differences at the beginning. A basic maintenance agreement was all we would have needed. I feel there was a lack of clarity about the different contracts and a lack of attention to detail in subsequent paperwork. I would not recommend this company for a domestic alarm system