MUCH faster response than ADT
My baby hit the panic button by mistake and the response time of the company is unbelievable.
The police were at our house in minutes and they called us, the police, and a friend of ours within 2 minutes. We used to have ADT and accidentily set off the alarm, they never even knew we have an alarm go off.
We called and they said it takes several minutes for them to get the signal…there is no comparison between adt and monitronics. I would be dead by the time adt got my alarm signal!
Monitronics is a rip off
I thought what a great deal I was getting when they came to my home and put in a FREE alarm… NOT the case.
In fact today again they called saying my alarm was going off, fine if I had even turned IT ON, but it was not active. So how caN THIS BE. THEN HEN i CALLED THEY SAID MY PASS WORD AND SOCIAL THEY HAD WAS NOT THE SAME AS WHAT THEY HAD IN THE SYSTEM SO THEY COULD NOT TELL ME ANYTHING- YET THEY CAN SURE TAKE THE MONEY OUT OF MY ACCOUNT EVERY MONTH. HUH?????
NEVER USE THEM….
Constantly harassed by Monitronics reps
I fell into a contract from a new house purchase. Worst experience with any vendor I have had.
Because I choose not to have a LAN line put into the home, we agreed to pay cash up front for the remainder of the contract. I can say that was not good enough. They persistently continue to hound me at least once a week on my cell phone, even though I have asked them to never call me again.
I truly do not recommend this company to anyone.
You’re better off not getting Monitronics
I was shopping around for an alarm system and had almost made my decision when I had my son early, and put the idea to the side while I recovered. During this postpartum phase, I had a man knock at my door telling me how unsafe my home was a that he could give me a free system installed today.
Terrifying! I said ok and not a few months later, they send me a letter stating that the FCC now requires a digital alarm system and that I have to pay to have it changed. YOU CANNOT TELL ME THAT THEY DIDN’T KNOW THIS A FEW MONTH AGO!! THEY WERE JUST OFFLOADING THERE OLD OUTDATED STOCK!! WHAT JERKS!
I don’t have to pay for the system, but I do have to pay for the service to change the alarm, the RECONNECT FEE, and I HAVE TO EXTEND MY CONTRACT!
They have been calling nonstop (I do not answer)harassing me about this EMERGENT SITUATION with my alarm. I won’t have service past 2/08 if I don’t get the system changed. Well, I learned my lesson on this one. I will just continue to pay my monthly charge while I still have the service and try to buy out my contract as soon as I can.
I want nothing more to do with this company! Do not use this service!
Refuses to cancel service
I have attempted to cancel service with Monitronics for nearly a year now.
They refuse to even respond to my requests for cancellation. Their customer service is horrible. If anything, they should be subject to an investigation for fraud given their business practices. I have now retained legal counsel in an attempt to cancel this service, which was for my mother who now resides in a retirement home as has for many months.
What a waste of funds for someone who is on a fixed income.
Service truly is as bad as everyone says
I have to agree with ALL the negative comments made.
-We were told we were locked into a monthly rate with our system. NOT true – we find our rate continuing to rise.
-When calling in a complaint the customer service reps are less than helpful and have no follow through
-Twice we have had to have our alarmed “serviced” – both times the contractors that came to service the alarm missed their appointments, didn’t even call, when they finally showed at a later date, they were very late …
-The scariest thing is that our baby had gotten ahold of our key fab twice in the last 6 weeks and set off the alarm. We received a call over the alarm to see if everything was alright. I said the call was a mistake, was told that the call was canceled and 15 MINUTES LATER the police called. First of all, the call had been canceled. Second of all, WHY THE DELAY???? I have 3 kids and am pregnant with #4 – ANYTHING could have happened in that 15 minutes. My husband was irate. Then the second time the baby got the key fab, the same thing happened – we received the call from the company, assured them everything was ok, the police called and THEN the police showed up. What a pain! An alarm is bound to be tripped from time to time – we should be able to rely on the ability to cancel a false alarm and not have to worry about the police showing up.
We look forward to canceling this service when the contract is up.
Monitronics locks customers out of their own alarms
I have been a Monitronics customer for 7+ years.
I am not under contract with them or obligated to them in any way. They state that my alarm system is mine – I ‘own’ it. I would like to change monitoring companies but Monitronics will not set my alarm codes to default and will not give me the programming codes, therefore making my system useless with anyone but them. I guess I only own the system if I am doing business with Monitronics.
Isn’t this theft? Or vandalism of some kind? How is it legal for them to render my equipment that they state that I own useless?
Home left vulnerable by Monitronics
The problems with Monitronics are two fold. First, the local installer lied about the services available and the work to be done after our move to a new location. After he completed the work we reviewed with him what was done and how it should work. We discovered that we did not have smoke detection hooked up to our alarm panel. The installer lied about this and did incredibly poor work. Months later we discovered other issues with his workmanship.
The second problem arose when we had another installer come and install the smoke alarms and connect them to the main panel. I paid by check but Monitronics claimed we didn’t. We kept getting calls from them and letters demanding their money. The representatives were rude and indifferent to their bad service. I had to interrupt celebrating my daughters birthday to send them a copy of my bank statement. Days later then wanted a copy of the check which took a few weeks to do. We still kept getting nasty calls from them.
Meanwhile, we discovered some of the original or subsequent installation was not done very well. We had to call Monitronics and ask them to send a technician to fix the work. They sent us the original idiot who made a mess of our alarm system. He installed a wireless device because he was too lazy to cable the door. However, that door should have been cabled when we originally moved. In other words, he left our home vulnerable.
We lived in another town and just recently moved to this home. The installer there was wonderful. Meanwhile we are starting to look to replace Monitronics because of their poor installation and customer service.
Not pleased with Monitronics service
My four year experience with Monitronics has been less than satisfactory.
When I purchased the system the representative told me that all county fees and paperwork would be taken care of by Monitronics. About a year later I found that they had not aquired a alarm permit for the system and because of a false alarm I had to pay the county ~$200. Had I known that Monitronics would not be taking care of this issue I would have purchased the ~$20 license myself when the alarm was installed.
The original install was a mess as well. The installer cracked my drywall ceiling (presumably by steping on it) and killed our ADSL Internet connection. I fixed the ADSL line myself (just put the filter on before the alarm cut off). After 6 months of missed service dates to fix the ceiling I just fixed it myself as well.
The next insult occured 3 months ago when either the weather or a person pulled the wire going from the phone company box on my house to the alarm out. After the poor installation and the misinformation I had experienced over the past few years I decided to see if they really monitor your alarm or if they just say they do. It has been three months (with my account fully paid) and I haven’t heard anything from Monitornics.
When I called I was informed that they do not check to see if your alarm is functional periodically, but they did offer a “Cellular Backup” for $400 or another 3 year contract. I would bet they don’t monitor that for uptime either.
Monitronics has done a great job
I have had Monitronics for 5 years and the company has been great.
I’ve had another well known security provider and it took forever to get my equipment fixed and also when i accidentally made the panic button go off 2 times they never called the first time and the second time it took them an hour to call me.
With Monitronics my equipment works great and the several times my panic button was hit i received a call right away. I also missed a couple payments and was never harrased about it, they worked with me during a difficult time.
I have nothing bad to say about them.
Truly a terrible company
WE HATE THIS SERVICE!
It was installed by a small distributor for “free” – right! They misrepresented the equipment they could provide for a certain price and we ended up paying an additional $100. Also, they locked us into a contract for 3 years of which we were unaware! This was not represented. I have been trying to cancel this service for at least a year. They continue to call our house 2-3 times a night!!!! And, today, they called my husband’s work. Unbelievable! I have actually screamed into the phone – STOP CALLING OUR HOUSE!!! And still they call. They are relentless in an attempt to collect something to the tune of $250 for an alarm system that we have never turned on!!
I am definitely reporting them to anyone who will listen. They are breaking various creditor laws by their continuous harrassment.
Beware of this company! We have had a horrible experience with them. After our alarm system was first installed we noticed that they were billing us double each month. When my husband tried to call to speak to someone about it, it took him days and numerous calls and transfers to finally talk to someone in the correct department to help him.
Then we were moving and in our 3 year contract we were entitled to “one free move”. We were 2 years into our contract at the time and I called to make arrangements. Of course I called and had to go thru their automated service before talking to someone in the southern states. (we are in Canada). He took all my information (password, address, name, reason I’m calling etc.) and then he tells me he’s going to transfer me to the “moves dept.” I was then hung up on. I tried 3 times before I finally spoke to someone and gave them my info.
She told me that someone in “installation” would call me within 24 hrs to set up an installation appointment at my new house. I waited 3 days. Called back again and was transfered to 3 different people before I found out that Monitronics does not have anyone to service my area. The company who provides the alarm systems is “out of business.” When did this happen and why were we not notified? He told me he would transfer me to the contracts dept because they could no longer fulfill their end of the contract.
I spoke to a VERY RUDE woman in “Contracts” who gave me a very hard time about ending our contract. She told me that I had a 3 year contract and that we would continue to be billed! I said, we are no longer going to be living at this house, and it is not our fault that your company can not install an alarm in our new one. We are adhering to our end of the contract here and they are not. She was angry with me for standing my ground! She put me on hold for awhile and then she came back and told me I could send them a letter to cancel the contract. But I cannot email or fax it – I have to send it the old fashioned way to some place in Dallas TX.
She told me to tell them the reason for ending our contract in detail. And then they would bill us for another 30 days AFTER THEY RECEIVE OUR LETTER! After fighting with her some more she told me she was mistaken and that they would not bill us once they receive our letter.
We sent our letter to them and 2 weeks later we were billed (debited directly from our bank account.) We had to have the bank put a stop payment on them. Do not use this company!
Stuck paying for useless alarm
I had a representative come knocking on my door one day. He offered the installation of the alarm system for free since if I displayed their sign on the busy corner I lived on.
Well I ended up paying actually $40.00 for a installation fee. Additionally the representative had told me that if I moved from my current residence that my alarm system could be moved free of charge to my new residence. So knowing that I was planning on moving in 3 years I went ahead and signed the 3 year contract. When I moved this year I was told by Monotronics it would cost me $500.00 plus another 3 year contract to have the system installed at my new residence. Since they did not live up to the original agreement I wanted the contract canceled. They would not let me do that either.
So now I’m paying $42.95 a month for a service I can not use. I also can not have another system install at my new residence because I can not afford two service charges a month.
Customer ripped off by Monitronics
I have been a Monitronics subscriber for over ten years, and the alarm equipment has never been upgraded.
A couple of months ago, a Monitronics employee told my wife that there would be no charge for someone to come to our house and check the keypad, which was sticking. Needless to say, we received a bill for $75.00 for a service call about a month after the visit.
When we called to complain, they said that the employee had “made a mistake” and that they weren’t responsible. They did offer to charge us an additional $5.00/mo fee which would all all other service calls only $45.
What a deal! I’ve paid the $75.00 charge, but I’m cancelling the service because I cannot trust this company to deal honestly with me after all of these years.
Business practices are very questionable
I know that my system works, because I’ve set it off by mistake.I’ve gotten the call back from monitronics, when the alarm went off. This is the only good I can say about them. After all it better work, I’m paying for the service.
Now for the negatives. I’ve been a loyal customer for seven years, and to me that’s got to count for something. Once in a while I’ll miss a payment or two, but I always pay the bill. In full. I never minded the call from them to remind me that i had’nt made a payment. After all I did owe the money. The problem that I have is the tactics they use.
All of a sudden they started calling my emergency phone numbers, which are for emergency only (alarm activation) they have my home phone number to call, I’ve called them to complain and ask them not to call my contact numbers again. Call my home phone. I was assured that it was a mistake and it won’t happen again. (lip service) the next time i was late on my payment the same thing, calling my contact numbers.
The way they act, it’s like I owed 6 months of service, when in fact it was only one month, because they bill you 1 month in advance.
Replacement never came, but the bill did
Monitronics has been my security provider for multiple years, and while not perfect, their response time was relatively good.
However, three months ago my transformer failed, and I was told it needed to be replaced. Monitronics assured me they would send me the part within days. I was particularly concerned because I travel often, and my 90 year old Mother lives with me. Three months later, I still have no service. Despite repeated calls, Monitronics never sent the transformer. They did, however, send a bill for the transformer. They also said they wouldn’t charge me for the months I had no service. But, of course, they did.
I have cancelled my contract with them, and would not recommend them to anyone.
Be cautious with their sub-contractors
We had a system installed by Security Pro about 2.5 years ago. We were not aware that Monotronics would monitor us upfront. So far, the monitoring service has been pretty good and they respond pretty quickly.
The biggest problem is that when you need work done on the system (and you will need work done, trust me), they post it and you can get different people show up to help you fix your system. One of Monotronics own sub contractors for repairs commented on the low quality of the equipment installed. Another would not show up when scheduled. I tried to complain to Monotronics about the poor service of one of their subs, and guess what? They send the SAME repair person back again! Also, there was no room for expansion, so if your alarm needs changed, be ready to pay a lot more than just for additional/different sensors. And we have had multiple problems with the shock sensors falsing.
My advice would be to make sure you get the good equiptment upfront, put bad repair folks on a “do not call me list”, read your contract, don’t get locked into a long term contract and let them know you talk to your friends and neighbors so if you are not happy about it, a lot of people will know.
Monitronics is not worth the pain
I initially signed up for alarm service through a distributor named Alarm One. Despite the fact that Alarm One misrepresented their product and service to sell me a three year contract, I continued with the service cause Monitronics said they pick up the contracts soon after Alarm One sells the contracts. (Note From Admin: Alarm One now subcontracts its monitoring service with ADT)
Monitronics could not live up to the service they said they would provide, even with the warranty! The alarm system in my house started to cost me more than the $30+ dollars per month that Monotronics was charging me, because the system was going off for no reason and the police were called on several occasions.
Finally I got tired of all the issues and disconnected the alarm system; if you all know how alarm systems work Monotronics tell you that if the system is turned off for any reason, they are notified and they make a call, they did not. I tried several times to cancel the BAD SERVICE, but they threatened they would push the agreement. I continued to pay for two years without service.
After the contract expired, I have called, faxed, called, faxed I don’t know how many times and they keep saying they did not get anything! Finally in January they admitted they got a FAX, but that they would still charge for February 2002. It is March 16th, I called my bank and they still are trying to process a charge for the month of March 2004.
Avoid Monitronics at all cost
This is a horrible company. They have the worst customer service of any company with which I have ever dealt.
We had them for several months when we found out our telephone line had been disrupted by some work we had done. Apparently the alarm had not been working for at least a month because of the phone line being out. Monitronics makes calls to the system monthly to check the connection. But when their system showed it wasn’t working they didn’t do anything. They don’t call or notify customers. According to their customer service reps it is the customers responsibility to call EVERY MONTH to check and make sure their alarm system is functioning. So you have to call once a month and make sure they are doing their job.
When I told them I thought this was ridiculous and asked to cancel my account or at least be credited for the 2 months they were not monitoring our house, they said there was nothing they could do. They were rude and not at all helpful. The only option was to keep paying for an obviously flawed system for the rest of our 3 year contract.
DO NOT USE this company. We will never use them again and will advise all of our friends and family to avoid them as well.
This company is a SCAM
Do not deal with this company. They are terrible.
My alarm has been disconnected since September. At least once a month I get a phone call from them stating that they have an unidentified alarm. The alarm isn’t even plugged in. I was told the battery would die after 24 hours, that was aftr the first phone call. Four months later i still continue to get at least one phone call per month. They claim to send someone to the old address where I don’t even live in, matter of fact not even the same state. They transfer you around, so nobody ever answers you call. I have sent written correspondance and still have problems.
Thank goodness my contract will be ending soon. This is a SCAM with a capital S. The business may be legit but they certainly do find ways to take you for a spin!
RUN RUN RUN DO NOT COMMIT DO NOT BUY DO NOT HAVE ANYTHING TO DO WITH THEM.
Do your homework, don’t get Monitronics
……..We used this company to monitor our alarm service for years. We never missed a payment and could have cancelled years ago. We purchased a new home and called them to update an alarm system in our new home in August of 06. A local representative called us and I returned the call but did not hear from the rep so I called them again. We did not move until October of 06 and before we moved, I called again to tell them we still needed an alarm system put in and if they did not send someone soon, we would be contacting another company.
We moved and two weeks later installed a new alarm system with another company that sent a rep out right away. Because of Monitronics we did not have an alarm system in our new home for two weeks.
The phone calls started first on my cell phone with a very rude representative that accused me of not telling the truth. I sent a letter to the company in November 06 to cancel our service and explained the reasons above. The company ignored our letter and said the signature was not received. They continue sending us bills for services they are no longer providing. I sent a second letter in January 07. Now the company is stating that they did not receive our 2nd letter and continue to call our home every day leaving a message.
I talked with them today and explained once again why I do not owe them any money, why we no longer need their service. They told me they would continue to call until I paid (for services I am not receiving). I am sending a third letter today. I would suggest to every one who has this company as your monitoring service to find another one that is honest and reputable and that does not harass people. Look on the internet for all the complaints against this company. I am not the first person and I wish I had looked at the complaints of others before now.
Save your money and go with someone else
After constantly being called by the Monotronics company telling me about the new service to the area and would I be interested in a system, I finally said ok I’d listen to the sales rep. I had already asked the length of the committment and knew that I was not interested. I do not wish to be locked into a term of 5 years. The rep (sloppy at best) came in, breezed thru my shop and proceeded to tell me about how great the system is and how much $$ I’d save on insurance. I asked the amount (confirming what I already knew) and was told it was $35.95/month but I really needed to upgrade to $39.95/month for voice activation….
All of this is funny because the phone rep quoted me “this is a system that would cost $1500 new and we are giving 500 away as long as you keep the system for our contract and pay $34/month”. well, do the math…that “$1500 free system” actually would cost me $2397 if I had voice activation and $2100 w/out. PLUS, who knows where I’ll be in 5 years and they said it could conveniently be moved to a new location. HAHA After reading some other comments, I am glad that I gave an answer of NO. I had to answer as soon as the sales pitch ended and had no time to think about it-which I already had. They want to get you good telling what you’ll get but not letting it soak in on what you’ll be stuck with. Anyway, after telling the rep no he became ANGRY and yelled what type of term did you want and when I said 1 year, he laughed and said 3 years and he’d call his boss to confirm. I said NO and he wanted to know why I even wasted his time. I said, because your company called me……
The best part is…no more than 5 minutes after he had left and all of my customers and employees were laughing at his behavior, the phone rang and it was a telemarketer…from MONITRONICS telling me about the great deal and can I speak with a rep. I said, he just left and hung up. GOOD RIDDANCE!