1st Ace Security Reviews 13

I cannot recommend this company more. They have been amazing and have helped with every single issue that we have had on our site in the last 4 years. The staff are truly stellar and always a joy to interact with. Thank you all for all that you do and have done.

I have used 1st Ace for 12 years and recently upgraded the system. They have responded very well to the teething problems that are inevitable and I am grateful for their help.

Second time they have given me a time for gate service and second time they have let me down.
I have used this company for 13 years and the quality of service has deteriorated to a point where it is non existent.

Try another company, they are not worth using.

Wish I had never booked with this company! I spent thousands getting all set up with an alarm that I have NEVER been able to use because my (tiny) dogs set it off when I'm out. This was not sorted out by them and I could only use it when my dogs slept in my bedroom overnight so they could not set it off. Then it broke altogether so I couldn't even use it overnight either. I keep getting invoices chasing me to make payment for servicing which I told them I did not want as I didn't want to use their company anymore. I haven't even had the service and the product is not fit for purpose. I feel like they took advantage of the fact I needed an alarm quickly, happily took my money and then never ensured the product did what it was meant to. The manager on the phone is really patronising and pressurising trying to keep getting more money. I really wish I had taken the time to shop around now and read reviews where people seem to of had similar experiences to me.

The overall experience could be better if they have listened customers and not trying to dodge the problems. The customer satisfaction slumped when Dave wasn’t willing to listen to customers and being argumentative.. not professional!

Jonathan Arthur is a very good instructor. Enjoyed the training the whole week. Teaching methodolody is based on theory as well as practicals. It was fun learning self defence techniques included in the course.

!st Ace security . In view of my continued problems with this company, and their insulting remarks, I stand by my comments and have now revised my review from 2 to 1. A shambles, how do they get away with it. No more comments to add other than would not touch this company with a long barge pole and hope I do not need to deal with them again!

1st Ace Security, Bromley, is not a company I would like to deal with again. Very dissappointing experiance overall and the price charged for a key fob is extortionate.

Would not use this company, however, no option in this case. Ist Ace charging £37.00 plus VAT, £45.60, Other companies charging £12.00 ish for the same item. (obviously, that may not be compatible with our barrier system).

A great deal of poor communication from the company regarding delivery culminating in several calls to try to resolve what is a simple issue.

Also,

1st Ace are charging £12.00 for delivery of the item when post office charge £3.54 for a 750g large letter. I do not mind an extra couple of pounds, perhaps a fiver or so for p&p but this is a rip off, as is the price of the barrier fob! I suggest you go to a company that perhaps offers a decent service at a reasonable price.

On a final note, I have had a reply from 1st Ace Security which I consider quite insulting suggesting that I do nothing better than complain. The above comments are actual events it's that occurred to both myself and a third party in trying to arrange a replacement fob for a barrier. Whilst I will complain if services are unsatisfactory as they certainly are in this case, I have certainly left positive comments for other companies where positive feedback is appropriate, with poor service I certainly expect to be able to pass comments on and not being insulted by companies like this. Furthermore, the final reference on their reply said everything about the company concerned. I will certainly not be using this company if I can and I would like to advise everyone else accordingly. Certainly a money grabbing company with extremely poor customer service.
Thank you for reading the review.

Prices are very high, misleading quotes, charging for work that is unnecessary. Raised concerns with the company put the job on hold. I called an independent engineer who verified the additional work was not required as quoted on the 1st Ace quote. My alarm system already had a WIFI card in the alarm panel. 1st Ace wanted to charge additional £180 to supply and fit an WIFI card.
1st visit from Ace they charged me £240 for 30mins.

Thank you Dave and team for all your hard work on getting our gate back up and running properly! Team were friendly, efficient and very knowledgeable. The new security light makes a huge difference too! Very happy!

I really can’t fault 1st Ace Security. Very friendly sales and accounts team and excellent engineers. Have used them for servicing my electric gates for many years and just had motors updated to underground models. I would certainly recommend them

The company has major issues with their accounting department - in the 6 months that I have used their services, they have sent numerous wrong invoices (including chasing payments long after payments have been made), sent my invoices and job descriptions to other clients by mistake, not to mention being incredibly rude when any objections are raised. Their engineers seem knowledgeable, but have arrived with wrong job descriptions / wrong equipment too many times to mention (as a reference point, initial job of changing motor on the gates ended up taking four months instead of originally quoted two weeks). Would recommend to avoid this company at all costs.

My existing gates stopped working so booked a call out engineer look at the gates, the charge was £264 for the first hour and 30 min charge thereafter. Thought it was expensive but fine and agreed, “You will need to pay the charge upfront Sir” said the lady. Sure, booked it for Wednesday afternoon (12-5pm).
Wednesday afternoon at 4.30pm no one turned up so rang and checked, “yeah he’s still at Bromley, would you like to rebook it for tomorrow morning?” said the lady. Sure fine.
Thursday Lunchtime at 12.30pm again no one turned up so rang and checked, “blah blah he can come round at 3pm” said the lady. He finally turned up at 3.30pm. Took 20 mins and the identified that one of the motors was the issue. The office will send you the quotes for fixing the gate the engineer said.
I thought the engineer was good and knew what he was doing, was polite and answered all my questions. I’m not too annoyed with missed appointments but someone from the office could have picked up the phone to let customers know, especially given that the slot is half a day (5 hours) and that it happened more than once.
The missed appointments are not the reason why I think this company is POOR! What happens next is the issue..

One week later and no quote so I rang up, spoke to “Nancy” who did all the quotes. We haven’t received the engineers report but I can get the quote out to you today/tomorrow. After 2 days rang up and spoke to Nancy again, I will get this out to you end of today. Not received anything again. 2 days later and this is now 2 weeks since engineer turned up. Spoke to Nancy again; we are awaiting the engineers report.
Hold on..You said you didn’t need the engineers report! So why did you promised customers on more than 1 occasion to get them the quote if you are missing information?
At the time of writing this review it’s been 3 weeks and no quote. What a shambles this company is, say anything to fob off a customer. I would say I’m reasonable and make allowance for issues especially given the COVID situation. It takes longer to do stuff during this time but the admin side of this company is such a shambles. If anyone has electric gates they would know it cost thousands to install and repair these type of gates, it’s not a cheap expenditure.

ACE serviced my security system. The engineer who attended was polite and efficient and did a good job. I wish the same were true for the accounts department! I settled my account immediately. Then I was invoiced a second time. There was some confusion, but it was agreed that I had paid the account in full. A year later, they demanded payment for a maintenance contract that I do not have. When I explained that I had never had a maintenance contract with them, I was told I had to email in and tell them because "these are the rules." When I took issue with my having to cancel a contract I had never had, the accounts department lady became very agressive. That night, she emailed me agreeing that I had never had a maintenance contract and stating that in future, any work they did for me would be charged at a higher rate. I put that down to experience. The following eveing, I received and email from them stating that last year's invoice had not been paid in full, and I owed them £30.00. I sent an email back explaining that I had paid in full the previous year - and that there had been some confusion then as well. Finally this morning I received another email confirming that I was right, I had paid last year and I did not owe them £30.00. Very stressful for me and left a very nasty taste. I think they could do with some customer services and accounts training. They really were bullying and agressive.