Verisure NL Reviews 12,377

The person I was talking to gave me a solution to my problem.

Please people don't waste your money with this company. First they installed a lock system on my door knowing very well that the system doesn't work for a door with three pin door lock system. So it only worked for 6 months and stopped working by winter. They continued to lie to me and send technician after technician to fix the lock . Each technician letting me know that this will only work for a few months because it was not made for my door type. Finally after two years of lies, I cancelled my contract. They still continue to take money out of my account to my surprise this morning I see money taken from my account. Even after calling them and asking them to take my personal details out of their system. Can you imagine the certificate they gave me for the keys to the lock was also not matching key number (this I found out last week when I went to get an extra key cut) Worst experience ever, better buy your own arlo system and rely on that , than people taking money for doing nothing except lying to customers who came to them for a service.

If I could give 0 stars for customer service I would.
- Appointment 1 - Jan 20th - Text @0930 to say Engineer ill and appointment cancelled.
- Appointment 2 - Jan 23rd - @1043 phone call to say Engineer still ill, appointment cancelled and new one 31st Jan.
- Appointment 3 - Jan 31st - 1201 I phoned Customer Services who had no idea why the engineer did not show. Transferred me to Guidion (3rd party installer), who eventually said they did not have everything in stock and cancelled the appointment. They passed me back to Customer Services . . . who promptly hung up on me. Phoned Customer Services again, this time escalated to "Nikki" who arranged an appointment with a Verisure engineer (who are more reliable!) for 7th Feb and told if I have any issues ask for her.
- Appointment 4 - Feb 7th - At @1000 I phoned Customer Services just to check, and was promised everything was fine and that the engineer was on their way. At @1300 still no engineer, so phoned Customer Services to be told that the engineer was ill !! I asked for "Nikki" and was told there was no one there by that name and that someone will phone me back. @1410 was contacted by "Camiel" to arrange a new appointment for today 14th Feb and again told if I have issues to ask for "Camiel".
- Appointment 5 - Feb 14th - Engineer turns up and installs the system. 4 hours later one of the sensors keeps triggering a tamper alarm. I was contacted by the alarm center who told me there is an issue with the placement, which in response I said your engineer only installed it 4 hours ago . . so he put me through to Customer Services. All they would do is only arrange another appointment (number 6). I asked for "Camiel", they asked if I had a surname, which I stated unfortunately not, and their response was actually it doesn't matter anyway as I am not allowed to transfer your call to anyone else!!!! @1520, the sensor fell off the door!!

Update 19/02/2025 - As indicated by Verisure I did have a good conversation with Client Services back office team, apologized and assured me that my issues and experience was not aligned with what I should expect from Verisure. They arranged for an engineer to come today (19/02/2025), between 0800 - 1300, to resolve my sensor (and now outdoor camera issues). I received immediately a confirmation email for appointment NUMBER 6, and thought things were finally going to be resolved. Fast forward to today, it's now 13:10, and you guessed it, NO engineer and NO phone call to indicate why. Seems like appointment NUMBER 7 is somewhere in my future.

Update 20/02/2024 - Phoned customer services @0913 and asked for "Burton", the person I spoke to on Tuesday, to give me a call back when they were available. This is the process they indicated I should follow if I want to speak to them. I was told by the CS person that this was not possible, and that she could not transfer me to some else who could ask Burton to call me back. So stuck in that loop again.

Update 25/02/2025 – Sent multiple emails on 20/02/2025 and 21/02/2025 to Customer Services copying in Customer Complaints but no response. Yesterday 24/02/2025 @15:04 Customer Services phoned my asking if I want an appointment to sort out my Alarm Sensor. Not sure what triggered this as they had not read my history and no idea of my problems thus far, so had to recount my terrible experience to date. I asked for “Burton”, and was told yes no problem let me see if they are available (nice to seem someone follow procedure), but they came back to say they were not free but would ask “Burton” to call me. So far 24hrs+ later nothing. Will send another email.

Further Update 25/02/2025 - @30mins after posting above “Burton” called. He apologized for the delay in contact me, and wanted to understand how they could assist. I pointed out that no engineer turned up on 21/02/2025, something which he was not aware of and didn’t check before he called me. He took a look and said it was something to do with “planning”, but I pointed out that didn’t stop Verisure from contacting me to let me know. He raised an urgent request for a call back to arrange appointment NUMBER 7, which happened 15mins later. So appointment NUMBER 7 is on March 4th, 43 days after my original appointment !!
Final update (Hopefully) 04/03/2025 – The engineer turned up !! They quickly replaced the sensor bracket for a new one which he assured me will definitely stick. They then tried the camera and saw one of my issues (not being able to live stream the camera feed), so replaced the camera with a new one. In the process of setting up the new camera found and resolved my second issue (not saving any feed triggered by motion), by identifying that the original engineer never connected the Arlo account for the camera to my Verisure one. This blocked the camera from saving feeds. Fingers crossed this has now all be resolved.

Really helpful customer service, the system works so decent, the application and alarm is really responsive.

Security is a joke to this company. You can’t look at your cameras if the alarm goes off and they won’t send you the images without a police report- on your own property. It impedes investigations for police and leaves customers without any way to see what’s going on. Customer service is split between alarm service and accounts and they don’t communicate. Many customer service employees are extremely unprofessional and lack any initiative to help with serious security issues. Stay away from Verisure if you want a good security service.

What is good from this company? They can take your money.... They can send you fake bills.... They can send Dept collectors with the fake bills......They can see where the system does not work if you have a stand alone without a contract.... They want to silence you with offering €500,- to keep everything a secret....!!!! And so on and so on....!!!!! I have proof of everything i say ..... More than 100 mails and also the documents of the recorded phone calls....!!!! Yes i did leave Verisure earlier than 06-01-2024 but Trustpilot doesn't have the possibility to set it on the right date. And i wanted to leave Verisure from the second week after but you people would not let me go.

Everything is perfect. Our home is protected and VERISURE is very reactive

Update 3 19 Dec. I received a call from verisure and the contract was modified to agreed price and the alarm syatem activated. THANKS

Update 2 13 Dec. I did not get a call back. I called verisure. They told me I have not made the payment and to check with bank.I Have already made the payment as provided as tikkie request in my email and also from my bank account.
Each customer agent has a different story to tell me everytime I call.

Update 1
After the below reply from Verisure:
The below reply seems to be a automated standard reply to all issues.
I have contacted verisure multiple times by email and phone and the problem was not solved. I did not receive a call back

I have been scammed by a verisure agent and was given a higher price subscription than agreed upon. I shared my what's app chat with the agent where I had discussed about the monthly subscription at lower rate and shared it with verisure. Verisure told me that they cannot use WhatsApp as a proof but the contractvi signed (scammed). Since I did not pay my monthly subscription, my alarm is deactivated. I then paid the subscription and now have called the customer care since 2 weeks and the alarm system is still not working. I have called several times and still not resolved.

Very bad service ! Never show up after sales , devices are of cheap quality often breaks and then post giving complaints no one visits

They company Lie about if you put your mail and number that maybe they can jose u like Tester!!!!! For free!!!!!When they call u they say we can make u discount!!!!!! Why guys lie to people?????? Why not put the true on webside? That u can make only Discount!!!!! Not to put for free!!!! So much dissapoitment!

26th November 2024:
Was lied to my face about the monthly subscription fee by the salesman, despite explaining several times I had a maximum and then anyways got a different number on the invoice. So using my 14 days legally allowed cooling off period to have them uninstall everything and will for sure contact a lawyer about it unless I am refunded everything I’ve paid so far. Shame since the system worked reasonably well. And now all the holes in my walls I have to cover up..

When signing up I chose to ignore the reviews about exactly these dishonest sales methods and that the systems are useless as soon as you end the monthly subscription fee since the rest of the reviews were great. Big mistake.

Update 28th November:
Got a phone call from someone that read this I’m guessing with a promise about the monthly fee being extended but they have broken my trust and why would I believe that when the year contract (at the agreed price) wouldn’t go up so much I can’t afford it. Which then means I will have spent roughly 1200 Euro on ONE year of this system and service. Hardly financially reasonable especially since the equipment is rendered useless without a subscription.
Also now after two weeks the indoor camera is still not working and the doorbell keeps disconnecting. And only have battery power for two weeks which is useless if you have a longer vacation.

So.. now I have called and emailed several times and it’s amazing how fast they were when wanting my money but how slow they now react. I am legally correct in informing them within the 14 days to void the contract but not getting any confirmation from them. My contract is still a blank pdf and I also wonder how much they will try to charge me for the DE-installation now and how much time and effort that will take out of my days.
I’m extremely stubborn and have a great legal insurance so maybe they decide to just not try to fight this. Let’s see.

In the meantime I’ll be looking at Ring systems which is the same service but so much cheaper. So please avoid this company, it will only cause stress.

The installation was very quick(same day when the information was shared ).

Nice description and elaboration given of the entire system. Thanks!!

Very professional and kind approach during the whole process of installation. We are utmost satisfied

It was really nice service, everything was very well explained and for every question I had properly explained all the info needed. Amazing service!!

He explained everything in detail, very friendly and patient...