ERA Home Security Reviews 37

Less than a year ago we had a hybrid conservatory built by Coral, it’s wonderful and the work that went into it was 1st class.
BUT… The windows and doors come with security contacts by ERA, we were told that if we want to have the security then we can pay ERA £99 for the unit that operates the security system, so we did.
From day one, nearly a year ago the system wouldn’t work properly. It would sound an alarm on one window but not the other or the doors. On contacting ERA we were asked to take a screw driver, remove the contacts and turn them around and put them back onto their frames. This we did, it was very cold outside so all the heat was escaping.
We are both pensioners, my husband is disabled and has a bad heart so need to be stress free. Plus, the house needs to be kept warm, not only for my husband but also for our parrots (who I had to cover up whilst the windows and doors were repeatedly opened and closed during what was asked of us.
It became apparent that the ERA window / door contacts would not work, so we were told as they were the old ones we would be sent out a set of the new updated contacts, and told “when they arrive, let me know and give me a call”. They arrived, we made the call, we were then instructed on opening the windows / doors once again, unscrewing the older contacts and fitting the new ones, we were told that ERA can see what is happening at their end.
After being on the telephone for a long time, trying everything we were told too, the house getting very cold, my husband and I very stressed with it all and the system still not working, I made a request.

“Please send out an engineer to put this right, it should not be the customer that is asked to do this, and as I’ve previously mentioned, we are both pensioners and my husband is disabled with a bad heart, we have parrots in that room and they need to be kept warm. Please make an appointment with us to arrange an engineer to call on a milder day when it’s not raining”.
SO… we have waited all spring and summer for a call for an engineer to come and yet nothing, not even a polite phone call with an excuse.
The other week I received an email to say ERA would be doing some maintenance at their end but it would affect us. Oh, I thought to myself, I’ve been so busy, I must call them.
I called them, spoke with John annd expressed my disappointment with the company and the fact that an engineer has never been instructed to come out to us and has had all spring / summer to do so. I asked for a refund of the £99 paid for the unit that has never worked so has never been fit for purpose.
A refund was agreed. I was sent a label to print off and told FedEx would collect the parcel.
A company called J C Transport actually arrive to pick it up. We thought “here we go again, they can’t even get that right”. The driver said they couldn’t give a receipt, we have cctv so no worries its collection was recorded.
I emailed ERA on Wednesday 8th October to say the parcel was collected and by whom. I gave my bank details and requested a refund asap.
Thursday 9th October, I received a reply which confirmed the packed was in the warehouse.
Monday 13th October, I telephone ERA to ask about the refund. I was told it’s been authorised but can take 3-5 working days. I asked to speak with the finance team, I was told “you can’t, even we can’t”, I asked to speak with the CEO, again I couldn’t.
I expressed my dismay about the company. I was told give it a couple more days, you should have received it by then.
Friday 17th October, I called ERA and spoke with Neil in credit control, option 4, (as finance option 5 won’t put you through, it cuts you off). I explained everything. He was very apologetic, I was told the finance girl has been off sick for a week. I was put on hold and was told I would get a call back by Kosh (the man who has mostly been dealing with this).

If I could, have I would have given this company a 0.
I have never dealt with a company so bad, a company who have you do the work that an engineer should do, no matter what your age, let alone pensioners.
Lied to about call backs in the past, lied to about arranging an engineer to come out, oh and still waiting for our refund for goods that never worked, never fit for purpose.

BE WARNED…. IF YOU USE ERA HOME SECURITY LTD, YOU MAY LIVE TO REGRET IT.

Got home, relieved and looking forward to a repaired window and a good night’s kip with no cold autumn air making a racket all night - how stupid of me. Once having opened it up- multi spindle handle - I am THEN informed ( on the outside of the box ? Don’t be stupid - this isn’t the 20th century you know ! 🙄) I need a bl**dy hacksaw - wonderful, can’t wait for the stress ahead. Then - it’s that ‘magic’ moment which ‘refers’ you to the word ‘OUT’ indicating which way the bolt should be facing ( you’re already ahead of me aren’t you?😃) That’s right - IT’S NOT THERE - hardly surprising in barely 2mm or so space!!
So in the space of a few seconds , gone from happy and relieved - TO TOTALLY P*SS*D OFF.

We have had the ERA Protect alarm system for approximately 4 years (5/20/21). The service has been good. Customer care very good , the product also very good. I recommend this system, as the batteries seem to last for years ( I've just changed them & they really didn't need changing) & its easy to set up. O would have given 5 stars but technical support is not open at weekends when most people would probably be setting up their alarm system first time.

Have a uPVC door with an ERA hook and roller backset inside; managed to lose a couple of screws from the latch keep plates so I emailed them to find out the size of the screws. They sent me a little packet of screws by return post ! Try getting that kind of service elsewhere.

I have an ERA plug in alarm. This worked fine and I really would give it 5 stars, however, it stopped working so I contacted ERA support and their answer was “If the Plug-In Siren is not working, you are able to replace the Plug In Siren and you can purchase one by calling us on 0345 257 2500.” How can you possibly call this technical support, absolutely ridiculous!!

Just had a new door fitted with an intercom and the company that fitted the door kept messing up the locking mechanism so I called ERA Home Security to see if they could help.
Steven and his team came to my rescue and straight away realized where the joiner messed up.
They refitted the mechanism checked the wiring and made sure everything was in perfect working order before leaving.
I can’t thank them enough they were professional, polite and a real pleasure to deal with and I would highly recommend ERA Home Security to anyone

Era Touch Key
Would be excellent if it worked.
The Geo Location doesn’t work
The voice command doesn’t work
The thumb print works as long as it isn’t raining or cold. So great in the summer 😂
The app works but can take a long time to connect.
But on the bright side the override key works every time. So all in all a very expensive product that only partially works.
And to top it off I have already had to change the batteries after 2 weeks, I have now bought various makes of batteries but all last around 2 weeks.
Very disappointing but now having a complete new door fitted so back to good old key.

I spoke to customer services regarding the era door lock, as they say on there website 10 year warranty. I have had 2 locks in 4 years they both broke on the same part. i was ask for photo's which i sent. I was told locks had been catching they could see witness marks and i needed a door doctor as this would keep happening. The alleged witness marks were grease which i wiped off and resent photo's, Gaynor agreed with me. I had sent receipts of proof of the 2 door locks i had purchased. This was not enough for Gaynor she wanted the original receipt for the Door lock or door fitted once she has that i will get a replacment. which i don't have not after 14 years. Why didn't she says this in the first place instead of asking for photo's and receipts.
Absolute Joke of a company selling inferior locks

Bought an ERA Protect smart security system to replace my existing Texecom set up which I could never get to work properly. Was impressed with the quality of the components, and it arrived quickly and well packed. For the price it was all good. Had a bit of an issue setting up the hub, which it turned out was my fault, because I was using the wrong app on my phone. Contacted customer service, got straight through to a guy called John who was brilliant with me. talked me through the whole process, which actually is very straight forward. Only fitted it today, so not really tried it much yet, but so far, very impressed.

Just had new door and new smart lock fitted. So far so good. Only small issue I had was using the key card, didn’t find instructions very clear on that. Emailed the helpline , John replied, key card working perfectly as is the finger prints that have been added.

So, overall, so far so good, here’s hoping it’ll stay like this. The handle seems to be robust so, can’t see any issues. 🤞😊

My night latch handle snapped at about 5 years and ERA will not help with any goodwill gesture on replacement. It's £30, and you don't expect to have to purchase a new one every 5 years! Not built to last. Next time, buy Yale!

Fantastic customer service! My back door lock developed a fault. I only purchased it two years ago so phoned ERA to enquire about their 10 year guarantee. Claire was amazing and arranged for a replacement lock to be sent out as soon as possible. She kept me informed about delivery and she chased up the technical team to make sure the lock was replaced quickly as she knew we weren't able to lock our back door. I don't usually leave reviews but felt I had to acknowledge the great customer service!

Had an issue accessing the app and used online form to raise ticket. Received a callback from Kaush in support and he talked me through how to rectify. Within minutes I was back up and running. Great customer care. Thank you

Have been trying to get a refund and account closure now for three weeks.
Navigation of the App is diabolical. I tried to stop a payment before it was taken.
Unable to block a £25 subscription, as the home security camera I previously purchased was due for renewal. I changed the outside cameras due to the ERA product being inferior for purpose five months earlier. ( They have the technology to support my non use of the cameras )
Technical Support John, oh what a guy !!
I have saved emails to support this review. John needed a more superior/senior employee to refund a CLEAR error on there part.
Still waiting for a refund!
I have a second camera up for renewal soon but completely unable to use the App to change any details regarding my account and impending charge.
Looking forward to challenging this.
Terrible quality of service and company. I'm sure you will not challenge this review, cause I have all the evidence of your incompetence as a company .

Absolutely shocking company. Ordered handles 2 weeks ago saying they would arrive within 3 working days. Still no handles delivered. Be aware

So much for a 10 year guarantee. ERA Fortress Lock has failed after 4 months of use. ERA support has been nothing short of useless and will try and find an excuse not to offer any meaningful help. Stay clear of ERA Locks, the warranty is not worth the paper it’s printed on.

It is a disgrace that they have made their Y-cam cameras useless on purpose. I bought these cameras recently NOT ten years ago as their press announcement falsely insinuates.

Shameful behaviour. Do not trust this company. They are fundamentally dishonest.

The appalling attitude to customers continues. I made a formal complaint on the 4th August and was told I would be contacted within a month. 12th Sept still no response.

Had a pair of composite doors fitted around 6 yrs ago and the gearbox on one failed. My door manufacturer said they only give a years cover so emailed ERA directly with photos etc. I got 2 emails back within a day saying they would send me one out but currenty out of stock. 1 week later parcel arrived with era invincible gearbox in. So in essence disappointed with the part failure (Things happen)but a very good experience with ERA aftersales who I can only praise.

ERA advise customers who ask to go to competitors so no one should buy from them. They probably won't be around long. ERA took over Y-Cam. I have spent nearly £1000 on Y-Cam security cameras and online services. In March ERA announced they are discontinuing Y-CAM products and support which, by the way, have worked flawlessly for five years. They offered a 40% discount to buy ERA products. The discount is worthless as equivalent indoor products are out of stock. When I contacted customer services by e.mail to see when stock was expected the response from Sumir states bluntly "you may need to consider purchasing similar cameras from other providers. Cameras that work similarly to ours, are available from Arlo, Simplisafe, Blink and Ring" indicating they may not be coming back into stock. It's clear that if you buy a product from ERA it may be discontinued at short notice.