Chubb Fire & Security

Critical: Professionalism, Responsiveness, Value Service: Installation
Mar 29th, 2023

New build came with alarm system installed and monitoring provided by Chubb. Worked fine for the first couple of months and then became an ongoing nightmare. First issue we experienced was the control panel beeping in the middle of the night, to be told it was a server fault across the full area and they are working on it. Fair enough these things happen, but it continued to happen over the next 6 months and got told a different reason every time (same fault though). Also tried to charge us 230 for a 5 minute phone call with an engineer just to be told its a server issue, even though we had comprehensive cover. After weeks of the control panel beeping through the night for communication faults, Chubb finally sent someone out to have a look at it. A young boy was sent out and didnt really know what to do, no harm to him couldnt have been long out his apprenticeship, but told us the issue was fixed and he had disabled something on the user panel (he hadnt). Wasnt even away 3 hours and panel started to beep. To our surprise we were again sent an invoice for the engineers services thats covered by our contract. The last straw was when we had a communication to monitoring centre fault and the monitoring system called both me and my partners parents multiple times from 3am to 5am. I asked for the monitoring to be disconnected and the alarm system to be fixed as it hadnt worked since we moved in. The next engineer who came to visit was great and identified the issue as being the signal between user panel and and control box, and told us the antenna had been installed too far away from the user panel. Definitely cant have been checked after installation or it would have been noticed. Chubb also tried to charge us for this, as by the time they sent someone out to fix the issue our maintenance contract had expired and there was no chance we were renewing. When we explained the situation they agreed we shouldnt have to pay the charge. Thought all our issues with the monitoring were finally finished after cancelling, but 7 months later the panel started beeping because it couldnt connect to the monitoring service we no longer have. Phoned Chubb and told we would have to pay for an engineer or they cant help us because the contact has not been renewed. Explained that the monitoring should have been turned off and we shouldnt be getting a fault for our alarm trying to connect to a monitoring that we dont have. Given the previous experience with engineers, I wasnt willing to pay a few hundred pounds for someone to show up (or call and not show up) to be told everything is fine. When I said I would get a local security engineer to look at it instead, I was given a lecture about tampering with the alarm. Obvious attempt to try stop us using another company, given that Chubb dont own my house alarm system. Eventually got thought to my local Chubb office and explained everything again, and after the initial back and forth about not having a service contract, the local branch said they would call the monitoring department and get back to me. Turns out I wasnt properly disconnected from their system and the issue is now corrected. Wouldnt recommend to anyone, had nothing but hassle with the monitoring and Chubb trying to charge us even though we had comprehensive cover included. Have to say most of the staff I spoke to were helpful and tried their best, no issue there. Whole situation was a mess.
Jan 9th, 2023

Got alarm installation with my new build house and paid a few hundred pounds for installation along with a years free contract. After a year I received a letter stating that we owed over a hundred pounds for the last years coverage When this was queried and proof of contract asked to be provided the bill was removed. Once confirmation that the contract had been removed the next day the house alarm would beep for 20 minutes after use and this is still happening. The alarm also randomly goes off at all hours even when the alarm is not set. Contacted Chubb to explain this and told it is just one of these things and would have to pay between 200-300 for it to be looked at. A system that only lasts a year is shocking! With being a new build and speaking to the neighbours that have all experienced this issue and had to change company or pay a fee to get the issue resolved and appears to be a money making tactic with Chubb. AVOID THIS COMPANY!!!!!! Service: Installation
Dec 7th, 2022

Called out every other day to Glasgow Kelvin College and still cant fix their alarm. Its been going on for about 7 years. You are clearly at it.
Jul 9th, 2022

Critical: Professionalism, Responsiveness Service: Installation
May 13th, 2021