Unbiased Monitronics Security Alarm Customer Reviews

(Added March 4/10) I have no real complaints about Monitronics monitoring capabilities. However, the quality of their customer service reps is beyond awful. You'd think that it is every CSR's first day on the job whenever you call in. I have nothing against people who cannot spell or articulate a thought but when it is their job to communicate accurate information then we have a problem. I would suggest to keep looking at other companies if you are considering hiring Monitronics.

(Added Feb 25/10) I am disappointed in the service and lack of information I received when I accepted the system to be installed. I was not told that I needed a permit, which after calling several times they said that I needed to get the permit, not them. Turns out I did not need one, but I had to call the police dept. to set up the response system, which I was not told to do. I now have to call the fire staion to get a response number and then I have to notify Monitronics. If only! Everytime I call they cut me off after a few words of conversation, so I do not get any info that I need. I am completely unhappy and can't seem to get anyone to help me! I have also asked numerous times to have a sign put up in my yard, but they must be ashamed because they still have not put one up! I am completely dissatisfied, I feel I have been scammed. At this point I don't think I have any service and am now convinced I really did not even need this system at all!

(Added Feb 24/10) We've had Monitronics for several months now, and haven't had any problem. Once, a false alarm occured and the police were on the property within 10 minutes (response time varies depending on where you live) I honestly don't have any idea why people are complaining! The only problem is that they do not install smoke detectors for free, you have to pay extra. Same for 2nd story Glass break sensors. However, if someone breaks in on the second story, I will just bash his head in, no need for security systems.

(Added Feb 16/10) I thought that I was getting a good company. Do not deal with these people they raised the rate and when I went to give them notice they told me that I would be paying an extra month for the notice even though the contract is up in May and it only Feb. They still want the extra month. It says in the contract that you must give notice before the contract is up. I think Feb comes before May???? They will nickel and dime you to death and the rep that I spoke to asked that I put in writing why I did not want their service anymore. That happens to be none of their business unless I want to make it their business. Why would that be important when I want something cancelled, cancel it, don't keep calling me....

(Added Feb 16/10) We have Monitronics for over 10 years. They are excellent. I am stunned to see all of the negative reviews. They do a very good job as far as monitoring. Installers of these systems - well that's another story. You really need to make sure you screen them and insist on an extremely experienced installer and not just one out of boot camp. A bad installer can ruin everything! A good installer makes the whole experience so much better!

(Added Feb 12/10) I have had Monitronics for several years now, and someone broke into my house the other night while we were asleep! The alarm activated immediately and Monitronics had contacted me within 30 seconds. The police arrived almost immediately. We are very satisified with Monitronics home security.

(Added Feb 11/10) Save yourself the time, frustration, and money and DO NOT - DO NOT - DO NOT get taken in by this shabby company. The system is unpredictable and performance is unpredictable, the monitoring is beyond poor, the equipment is subpar when it decides to work as advertised, and the support is horrible. Getting this system is the biggest regret of my 30's and I'm 5 years in! HORRIBLE - HORRIBLE - HORRIBLE! I'm waiting for the class-action suit to be filed - because I am definitely in!

(Added Jan 31/10) I own a small business and when we opened had a Monitronics system installed. The day before yesterday my business was broken into and....(read the whole review)

(Added Jan 9/10) My dissatisfaction with this company goes beyond words. I would not recommend their services to....(read the whole review)

(Added Jan 9/10) We've had Monitronics as our home monitoring system for the last six years or so. The dealer/installer was doing cold calls in our neighborhood and my husband took the bait. I wasn't thrilled at first (I would have preferred to do some research), but we've had no problems with the company since day one. Our installers were great, no issues with installing the keypad or sensors. The actual monitoring has been great as well. We had one instance when we were on vacation that the alarm went off. They couldn't reach us, so they contacted my sister (who lives around the corner from me) and when she got there, the police were ALREADY there. She walked around the house with the police and couldn't find anything. When we got home, we discovered one of the sensors had fallen off the door, causing the alarm to go off. I have no problems when I call Monitronics for service. I have no other companies to compare them to, but we have been very happy with Monitronics.

(Added Jan 8/10) I have had Monitronics monitor my alarm since Oct. 2003. At first, their service was reliable and inexpensive. However, their....(read the whole review)

(Added Dec 4/09) We've had Monitronics for about 10 years. The price now is 6 times what we were originally paying. They finally pushed us past what we were willing to spend. The problem is that we have spent hours trying to get service canceled. They put us through a barrage of questions, tried to hard-sell us on keeping the service, then said we would need to send a letter that includes the reason why we are canceling. I don't mind sending a letter, but I don't appreciate being put through the gauntlet to find out that the cancellation needs to be in writing. So I sent a letter and just got a call from them. I said I assumed they were calling to confirm cancellation, but they had received my letter and were actually calling to try to hard-sell me again on keeping the service!

(Added Nov 24/09) FTR selling Honeywell brand monitored by Monitronics security system is bad business. They seek out homes that have security systems installed already so the conversion to their system is so easy for their technician. However when you try to cancel like we did you get no response only recordings that you can leave messages on. Finally got in touch with someone at Monitronics who could not locate any of our infomation on file. How can they monitor our home and not have us on file. Finally, after tons of left messages and e-mails we got them to uninstall the system. They took our transfomer in the process. Refused to replace it and charged us $150 for the inital installation. We were supposed to pay $50 a month for 5 years for what? No service. They even went as far as to ask us to try and sell the system coming out of our home to a friend or neighbor. What a joke. Do not do business with this company. They claim the system is free and that they are giving them away. What they catch you on is the install fee and the monthly. Thankfully we only got stuck paying the install and nothing else. DO NOT DO BUSINESS WITH FTR - Monitronics. You will be sorry.
Note: Sub Dealer is FTR Security, based in Utah.

(Added Nov 24/09) Our contract is up, and I couldn't be happier to leave this company. We began with a door to door free installation. The first two installers both botched the install, resulting in misplaced censors and damaged drywall. After repeated calls for service third guy knew what he was doing, but couldn't fix anything other than the system, so the damaged walls were on my bill. The alarm went off while I was out of town, and when Monitronics called me they refused to call the police, saying it wasn't in my contract. After arguing on the phone I had to call the local police myself from another city. What's the point of the alarm system? Turned out it was another misplaced censor with a false reading. Monitronics went to a different cell carrier or some such, and neglected to notify us resulting in another false alarm. After repeated calls they had to come out and swap the system again, requiring us to install a landline. Somehow they lost our paperwork, cancelled our service, and neglected to communicate that with us, so for the last year we have had no service. Granted, I should be testing the system monthly, but the service is still abysmal. When we called to discuss the situation, the most Monitronics would do was reduce our monthy fee as an 'apology.' We're done as soon as the contract is up.

(Added Nov 2/09) My alarm system has not worked in almost two years. Every time I call Monitronics to set up a repair, they make do something ridiculous like the last time when they had me climb up on a ladder while balancing my vacuum and vacuum out the smoke detector only to discover when I get back on the line I have been disconnected. I call back and have to start all over with another person. If they finally admit they can't fix it over the phone, they tell me a technician will call in two days. I tell them to call my cell phone since I won't be staying home for two days just to take their call. The technician always ignores those instructions or doesn't get them and calls my home phone during the day when I'm at work. Then the work ticket gets cancelled because the technician couldn't reach me. On my latest attempt, they gave the technician the wrong number for my cell and no home phone. It's really ridiculous.

(Added Oct 24/09) We've had Monitronics for years and no real complaints, other than the repairman drilled through into the wrong place and messed up my kitchen wall. And the latest was my backup battery would not recharge and we had just failed to get a new one. The power flickered off during a thunder storm and Monitronics called me at 3 AM to tell me I had low battery power. I guess if they had not notified me ASAP after they were aware of it, they could be held liable in case of a break in, but I really did not like being awakened at 3 AM: My "mom alert" went off thinking my US Marine son had been injured or my elderly parents were sick. Other than that, we have been pleased with Monitronics response. I do wish the first thing on their answering machine when you call them is to ask if you have an emergency or need to report a false alarm, rather than asking if you need customer service about a bill or technical/repair service.

(Added Sept 18/09) Very expensive for the simple task of monitoring. They say they will reduce your monthly cost AFTER your contract. But they went up during my contract period. THEY CHANGED THEIR PRICE WHILE UNDER CONTRACT! Yes they can.... it was in the small print. So now I will try to cancel since my contract is done. Thanks for nothing Monitronics.

(Added Sept 18/09) Most incapable unprofessional people one can come across! Biggest issue to date....(read the whole review)

(Added Aug 31/09) (Updated Jan 21/10) I have an alarm system installed by Platinum Protection, Orem, UT, but monitored by Monitronics....(read the whole review)

(Added Aug 12/09) Just what you don't want out of an alarm company...completely unprofessional and worse yet, unwilling or incapable of helping if something actually happens. I have had to call them multiple times when an alarm goes off as they have not called. Their response has been to tell me that it's "my fault" that something happened even though I haven't touched the system they installed. They said point blank that if something had happened to my house it would've been my fault and they would not have done anything about it. DO NOT USE THIS COMPANY!

(Added Aug 5/09) I am a real customer of Monitronics (not a competitor trying to make you look bad). In my experience....(read the whole review)

(Added July 28/09) I had ADT for several years. A couple of years after signing the contract the system became defected due to mechanical malfunctions and when I called them to fix it they wanted to charge me more than two hundred dollars when no one had altered it or gave it improper use. The system didn't work for several years after they never tried to reach me regarding the defected equipment but did successfully keep on drafting the monthly payment from my account. I cancelled them one year ago and they still came to pick up their defected equipment. I then looked around and found a great company Monitronics that guarantees manufacturer warranty of the equipment for more than the term of my contract. My alarm has activated a couple of times and their response has been fast and handled properly. They have prevented one robbery that could have been successful. Best of all after the term is over my account converts to month to month basis and doesn't automatically renew for another year. I recommend Monitronics to anyone especialy those who have gone through the same situation I did.

(Added July 16/09) I have had Monitronics for 3.5 yrs. They have been fast to respond to my home needs. I have the GSM Backup System, because I do not have a phone line. My response time has always been well under 30 seconds for a call from Monitronics. Of course they have been false alarms, but I also test my security system. I'm really serious about my family safety. I never had to worry about any repairs so far but customer service have been good to my wife & I. I can't understand most of the problem people have been commenting on here. Just test your system and most of your issues would solved. My monitoring rate is fairly reasonable and after the end of agreement I asked for a lower rate they decreased my payment. So I'm happy with Monitronics service.

(Added June 24/09) (Updated Oct 15/09) DO NOT USE THIS SERVICE - My house was being stalked, so when....(read the whole review)

(Added June 14/09) What a joke of a company. These clowns are no better than....(read the whole review)

(Added June 11/09) I will start with the my initial problems of the cellular com system only intermitantly working. They had no problem charging me for months that I had no real monitoring. Then I had a house fire. I pay for fire/smoke monitoring. No Call, Panic button pushed by my wife did not work. The next morning they called me to ask me if I knew that my garage door was open! I yelled into the phone "You IDIOTS my garage door isn't there any more!" They said they would have some corp rep call me. They of course never did. I cannot believe I wasted my money on this piece of garbage company.

(Added June 10/09) (Updated Oct 15/09) I've got the the story that tops all horror stories of using Monitronics for your home security needs....(read the whole review)

(Added June 1/09) The alarm worked wrong from the beginning and kept picking up the phone on every call. It took over three months for someone to come out and fix it, they billed me for the fix, and the system still did the same thing. I spoke to them on the phone and was put on hold for 45 minutes to an hour until I hung up (I had calls that lasted over 1:30 according the the stopwatch on the phone) I wrote a letter to cancel it, and they started calling my family members from the call list at odd hours of the night and early morning (11pm, 4am). In addition, I had 10 break-ins and the system failed to notice on 7 of them, which would have been more the fault of the installer who is now out of business.

(Added June 1/09) Wonderful Company!! I have been with Monitronics for 7 Years. I am paying way less than I did when I first signed up. Why? Because I used my head instead of complaining about things that are not true. If you ask they will lower your monthly fee. Trust me, I have done it. My mom who is 83 years old did it and she can hardly speak English.

(Added May 26/09) My husband and I purchased a Monitronics security system because my sister was selling them....(read the whole review)

(Added May 15/09) My issue with Monotronics was a nightmare! We had the service for over 7 yrs when....(read the whole review)

(Added May 15/09) We had no complaints of Monotronics until we tried to end our service. We have had nothing but runarounds from November 2008 until now. We were told our service would be canceled and we needed to do nothing else. False. We were then told in December to write a letter, which we did. They claimed to have lost it and then finally found it. They said that was all that was needed. False. All this time they were charging us for service which we thought we had terminated in November. Finally in Feb. we stopped payment and then when we called to ask for another letter from them verifying our stopping service they told us they were about to send us to collections for non-payment!! Unbelievable. We still have not received a letter for which we originally requested many months ago and the latest request was last month. Our next course of action will be a lawyer to get that letter.

(Added May 15/09) So, if your alarm goes off and they dispatch the police while you are at work do you think they would call your cell phone to tell you what is going on with your home? NO! I was told "once it is dispatched we can't call b/c we have too many signals!" What kind of BS is that! My contract is up in April 2010 and the first thing I am going to do it cancel! They are horrid! UNFRIENDLY, IGNORANT, DUMB, and outright INSANE! Monitronics will be losing me as a customer and I would recommend them to no one!

(Added May 2/09) Are these reviews on Monitronics written "anonymously" by ADT or Brinks?! I have been with Monitronics for 4 years now and have only had good experiences. They're response time is lightening fast. And according to the research I did before choosing them, they are among the very fastest recorded. They are also 5 star certified by the CSAA. The reviews on this site make me very suspicious about who may have written them, rather than of Monitronics!

(Added April 5/09) (Updated June 26/09) I have had good experiences with Monitronics for the past 5 years, in 2 different homes. Their call center people have....(read the whole review)

(Added April 1/09) As an active customer, I was happy with the service I received from Monitronics but when I was forced to sell my house or lose it they....(read the whole review)

(Added Mar 9/09) Terrible!! Customer service was terrible, they charged late fees even though they were paid on time. This month my contract is up and I won't be renewing!

(Added Mar 6/09) Warning! This is the worst company I have ever dealt with and seems to be a complete scam. From my experience, they hook you into a contract and the the alarm never fully works and they have to send someone out to fix it meanwhile charging you for the service. This adds up...it is a horrible company with even worse customer service. Do not get hooked.

(Added Jan 26/09) If you are looking for a non traumatizing experience go to someone else other than Monitronics....(read the whole review)

(Added Dec 10/08) I've had Monotronics for almost 7 years and have never had a problem. They are very professional and helpful.