Lots of problems with Monitronics
I too initially had good experience… the system was installed when I built (my) home in 2001.
After a few years, the battery failed causing frequent automated notifications that a CS rep contacted me about. I replaced the battery on my own, but the alerts persisted. They wanted to send out a technician to address the issue at some rate that sounded a bit high at the time.
I later had problems where they’d never call my cel # when an alarm was triggered… I can’t remember if I updated my contact list via. their website or when on the phone with them, but on subsequent alarm events, they still contacted my parents before they called me. Quite annoying…
After creditcard theft, I had to swap my automated billing card… but it wasn’t setup correctly.
I just cancelled my service after paying my outstanding balance… at least I talked to a VERY persistant, albeit polite, customer service rep. She offered to lower my rate, match the competing service, darn near ANYthing to keep my service… with anything from a 12 to 36-month contract.
She then informed me that I’ll have to send a cancellation notice in writing. I’m assuming they do this so they can collect one last billing-period’s worth….
I’ll send in notice ASAP & see how long it takes.
Okay at monitoring but their customer service is terrible
After 10 years as a customer, I am convinced that Monitronics delivers competent alarm monitoring. However, I am also convinced that they do not have the same competency regarding customer service. They appear to have unreasonable requirements for cancellation of service, and will not stop service until 30 days from when they claim they receive the cancellation request (by snail mail). This clearly is rigged to make Monitronics money for not even performing a service (if I have moved, how could I use their service?).
The BBB records indicate cancellation complaints are abundant, and it doesnt appear that the company really cares to change their image. In summary, a company (like a chain) is no better than its weaker link, and customer service policies and procedures at Monitronics are not “world class” by any stretch of the imagination.
Should have done research before signing up with Monitronics
I just had this system installed and I guess I should have read the reviews before signing the contract. It took the technician 4 visits before getting it completed and I have wires running down the side of the house and across the middle toward the garage. It’s a mess and it is not what I had agreed to. The technician kept hinting for a tip, he was late and did a horrible job. I can’t wait until my three year contract is up to rip the wires out. Not looking forwarding to cancelling the contract after all the complaints I read. The first and last time I will purchase anything from a door to door salesman.
Two year agreement actually ended up being 5 year contract
I had a door to door guy come up, I should have known something was up when he kept insisting that he could get it installed same day. The guy who installed messed up my wall. Another issue is the salesman kept stating that I had to keep the sign in my front yard for 2 years or it would void my agreement. That’s when I assumed I was signing a 2 year agreement. He said this about 8 times about the sign needing to be in the yard for 2 years. When I signed the contract I didn’t read the exact amount of time I was signing for as I thought it was 2 years.
It’s in fact 5 years. I’m moving now and I don’t hate the alarm or the company but I wish he would have been up front with the 5 year contract. I would not have signed one for that long. The alarm system works, it’s only been tripped once by my realtor and the police were called right away, I just usually don’t get bamboozled into long contracts. I’m hoping the new home owner wants to take over the contract as they can’t move the system to my new place. Or I will have to pay 1700 bucks to get out of my contract.
Will not be renewing with Monitronics
I have had Monitronics for almost 3 years and I was happy at first. The alarm has gone off once and they immediately call me to make sure I’m safe. My main concerns are the bad Customer Service when calling them, the RAISE in prices without notification. I will not be renewing my once my contract expires this year. I would not recommend this company to anyone.
No complaints with Monitronics service
I’ve been with Monitronics for 10 years now and have had no problems. I see that most of the complaints here have to do with either the system not working or about canceling the service. I had my alarm installed by another company and then had Monitronics do the monitoring…. So I can’t comment on the quality of the system they provide. The one that I have works very well. It goes off when it should, and it doesn’t when it should not. And, I have never tried to cancel service, so I can’t comment on that. But I can say that when my alarm DOES go off, I do receive a call from them asking if everything is okay, except in the few times that I have been able to get the alarm turned off immediately after it is tripped. So, all in all, I have no complaints. Just my two cents worth.
Monitronics is a great company, be aware of your dealer though
First off I would like to say is that Monitronics is a great company and what people don’t understand why there system isn’t working right, it’s because it is the company that installed the system didn’t do it right. Maybe if everyone understood that monitronics doesn’t install your system, its a sub-contractor that does it. So when it doesn’t work right, don’t blame monitronics for it. Blame the door to door salesman that sold you it! Think about it!
Customer service is abysmal
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.
Shouldn’t have ever bought Monitronics
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!
Satisfied with Monitronics service
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.
10 years of wonderful care
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!
I stand by my previous statement.
Monitronics loves to nickel and dime you
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….
Alarm worked perfectly during break in
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.
Does not work as advertised
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!
Very unhappy with service from Monitronics
I own a small business and when we opened had a Monitronics system installed.
The day before yesterday my business was broken into and the system’s motion detectors failed to activate the alarm. There is no way that the alarm shouldn’t have gone off as the point of entry was via smashing through my front door and the motion detector is mounted at the front door. So I called Monitronics and after trying to find someone in their customer support department (there is no extension), I acted as if I was trying to pay my bill before I actually was able to speak with someone in customer support.
I was transferred to 5 different people in the course of my call that took over an hour. They wanted to charge me $150.00 to have a field tech come out to inspect my system and see why their system failed. When the field tech came out, he had to move the motion sensor as it was inadequate for the location, and he installed another one that he felt should have been there to begin with.
I am completely dissatisfied with Monitronics and would never recommend them to anyone. They said that they are “reviewing” my case for reimbursement for the loss of the days business and the damages that were caused. I’m not holding my breath on that one.
If there’s anything that I learned is that you get what you pay for. I chose them because their monitoring was inexpensive, but now realize that their customer support is so lacking that it makes me think that they operate in some home office somewhere.
Very unprofessional, very rude, uncompassionate, placating, people.
Never going to deal with Monitronics again
My issue with Monitronics was a nightmare!
We had the service for over 7 yrs when my husband was an OTR driver. When he came off the road I decided I did not want the service. It would go off randomly, the back up battery would never work and some of the boxes just fell off. My contract was long past so I did not think I would have a problem. Boy was I wrong.
When I called I was told that I had to send a written request to cancel and I could do this by fax. For 4 months they kept saying they did not recieve my faxes and kept billing me. I finally gave up and asked my husband to take care of this. The very first thing we noticed is that they gave him a different fax number than the one they continously gave me!! After 7 months we finally got the service stopped. We agreed to pay 50% of the final bill (I refused to pay this whole time until my service was stopped). We asked them to send a final bill with the correct amount and at that time we would pay. Do you think we ever got the right bill? Nope! almost 3 months after the service was officially canceled we finally got a good bill (after several more phone calls) and 2 days later we recieved the collection notice for the FULL amount!!
When I called this time, I was told since it went to the collection there was nothing more Monotronics could do. I called the collection company and they said Monotronics would have to correct the bill and notify them before they could change the amount owed. Another 2 months went by before I was finally able to conference call with Monotronics and the collection company. In the mean time it went on my credit and it was another 2 months to get it removed. More than a YEAR later, my account was fully settled.
There is no way on God’s green earth that I will ever have service with this company again and would warn anyone thinking of to run away. I am about to install a new system in my home but it will not be with Monotronics!
Monitronics doesn’t really care about your safety
If you are looking for a non traumatizing experience go to someone else other than Monitronics.
We have been with them for 3 years. We had them at another residence and when we did the supposedly free move we were tacked on an additional 3 years. Even though it is under the same information and all we did was moved they did not carry the contract over. On top of that it took me 3 months and 20 calls to get them to stop sending me a bill for an inactive account. Today I still continue to get bills for that inactive account and their customer service is wicked. They do not tell you that when you do the free move your old contract is voided and you have to pull teeth to get the correct information out of them.
I truly question if they are in fact looking out for my welfare and my home. I have had my system to go off 2x and not once did they contact my home to see if something had actually happened. They claim the alarm has to go off for 2 minutes before they react.
What kind of mess is that, if I’m being robbed I could be dead in 2 minutes.
There is no good reason to choose Monitronics
DO NOT trust your home security to this company. I have had their system in my home now for two months and have had nothing but trouble.
Whenever I call, it usually takes them a while to find my account. The initial response from them is: “we have no record of you in our system”. Very reassuring! Then they patch me to somebody else who is able to find it. I keep getting a System Trouble (Communication Failure) in my panel. In other words, if my home is broken into, this so-called 24-hour monitoring company is not even aware. When I call to discuss this with them, they are not the friendliest or brightest of people. Right now, I checked my panel, and once AGAIN, there is another System Trouble. You would think that Monitronics would be aware if communication is lost with my panel and subsequently contact me!! Oh yeah, they don’t monitor their clients’ homes.
Another constant problem I am having is arming the system in “home” mode. Each time I arm the home mode, it tells me to “please exit” as if I was arming in “away” mode. It usually takes 5-6 tries before it actually works. I called my installer (Video Security Solutions), he basically told me to contact Monitronics. Since I paid HIM for the system, I would expect a little more assistance with this crappy system. This is ridicilous!
Last week, my brother’s girlfriend triggered the alarm when she left the house in the morning. The alarm sounded for about a minute before I turned it off. I was certain I would receive a call from Monitronics asking if everything was OK. No call was ever received. I called them and they said if a call is made to their customer after an alarm is triggered, it’s only a “courtesy call”. They assume since it was turned off, everything is OK. What if the intruders forced the home owner to turn it off?? Well, they basically said I’m out of luck if that happens. (Note from admin: You can ask your alarm company to program a “duress” code for you. More info on that here: alarm system special features).
DO NOT WASTE YOUR MONEY with Monitronics!!!! They DO NOT monitor your home as they claim to do. They’ll gladly take your money though.
Feeling well protected with Monitronics
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.
Monitronics takes advantage of their customers
My dissatisfaction with this company goes beyond words. I would not recommend their services to my worst enemy.
We have had our Monitronics system installed for about 18 months now, we initially purchased this system because we have toddlers and there were some nice additional features like the additional smoke detector and the chimes that sound if the front door is opened. We knew we’d be moving only a year or two into the contract, but were sold on the idea that the system would not only increase the appraisal value of the home, but when it came time to move installation of a new system in the new home would be covered at no cost.
Now that it is time to move they will not install a new system unless we extend our contract for another 12 months. They will move the system from the old house, but that is not an option since the house was sold with a security system. Besides I can only imagine the damage they would do when removing the system. When the system was installed they put 3 holes in the drywall that we had to repair.
To add insult to injury while I was on hold with their customer service representative the hold music is interrupted to play advertisements offering a monthly rate of $10 less than what we are paying – when I ask what the difference in the services is, I am told nothing and there is nothing they can do to change my rate while in contract, when my contract is up I can then negotiate a new rate. As if there was even the tiniest of chances I would enter into a new contract with this company. The charge for breaking contract is well over $1,000 (that should have been a clue to me that people wanting out of their contracts was an issue).
My experience with them has been miserable, I feel taken advantage of and trapped.
Trying to find another provider instead of Monitronics
I have had Monitronics monitor my alarm since Oct. 2003.
At first, their service was reliable and inexpensive. However, their prices have been inching up over the years. I started at about $16/month and now pay $29/month. However, that’s not the distressing part. This year has been a disaster. I needed to update my contact list, so I went to their nice website and entered the new information, nice and easy interface. Months pass and my alarm gets set off accidentally and I get no call. The police issue me a $75 false alarm fine. I thought maybe I did not update my list correctly, and low and behold I go to their website and the list is not updated. So I thought obviously it was my error, and I update the list again.
Again months pass, the alarm goes off accidentally and again no call… Another $75 fine. So I go to their website, do some experimentation and I find out that even though they have an interface to update your list, it does not save the modified data! I called a service rep and explained the problem, I told her that even though Monitronics has now cost me $150, all that I want is to update my contacts list. So the rep updated my list exactly, and I verified on the website that the list was updated accordingly… finally I thought this was fixed. Not so fast, I now go on vacation, and the pet sitter accidentally sets the alarm off… But guess what… no call to my cell… I go to the website and again my information is not there?!? It was there when the rep initially changed it, but now it was not there. They had no explanation, but they said they would be happy to change it for me, again…
Well, I’m out $225 for alarm fines that could have been avoided plus there $29/month… Since I apparently cannot trust that this problem will be fixed, I’m cutting my losses and trying to find another monitoring service.
Price keeps going way up
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!
So glad to be finished with Monitronics
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.
The quality of service provided is extremely poor
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.
Generally pleased with Monitronics
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.