MONI

When I arrived at church I checked my cell phone and noticed that Monitronics had called me and text me informing me that my bedroom two window activated my alarm. I then tried to call them back to inform them that it was more than likely a false alarm since that window has always given me grief. If it does not line up perfect it will show green, but when you try to set it it states number two bedroom open. Everything set perfect when we left. When I called them back I had to go through a good 3-5 minutes of automated messaging until I finally got to press a number to speak to some one. We waited in the parking lot for 10 minutes and finally started on the way home still on hold being told they value my call and to please stay on the line. We were at West and Barstow and we live in the Sunnyside area. No one answered until we turned off on Fowler and I tried to explain what was probably the problem and questioned them why do they not have a direct line in these cases where there may or may not be a problem. I wasted 30 minutes trying to speak to a live Rep. which did no good at all. I phoned the Police and they said the alarm company would have to notify them, which I understand.... so back on automated system again and wait. My contract expires in two months and will quit them and find someone better. I would definitely not recommend this company to anyone.

I spent two weeks with an alarm that wouldn't work, had me in tears because I wasn't able to sleep. The provider wouldn't come to the house to fix alarm system at all. Called several times only to hear them tell me they would come fix it. They made my neighbor come to my house to fix the alarm for 45 minutes, only for it to break again. I wouldn't recommend them to anyone!

This the third or fourth time in two weeks that my security did not connect to their services. It was disturbing when I went to set the alarm at night only to realize that I wasn't protected. It did connect 2 hours later, but what good is a security system if it's not connected to anything. I called to try and fix the connection, but there was no one there to help me. I used another service in the past that I was very happy with and was always there whenever I called. This company got service through false pretenses, making it sound as if they took over my old provider. Now I feel ignored whenever I have a problem, unless I make a fuss. Even still they tried to charge me a copay for their broken service. I was able to get it waived, but it was very insulting.

.Monitronics' methods and practices resulted in multiple false alarms and several hundred dollars in charges from the Gilbert Arizona Police dept. They manually dial numbers when an alarm is tripped. Yes, you heard this correct, they DO pick up the phone, and dial you when your alarm goes off. But they dialed the number wrong. In other words, they called someone who is not me. More than once. I learned afterward that upon an alarm activation, they manually dial the home owner. Except they get it wrong and end up talking to whoever answers whatever number they dial. So not only are they not alerting me, but they are a nuisance to whatever random person they call. After dialling the wrong person and failing to reach me, they called the police out several different times, resulting the the aforementioned fines from the police department. When I called to discuss this with them, they promised that a 'supervisor' would call me back. Someone, presumably the supervisor - called me and hung up on me when I answered the call. Since I know the callback and hangup came from Monitronics (caller ID) I can only assume that maybe the sup called to leave a call stamp showing having called as promised, but subsequently hung up when I answered to avoid taking the time to address my complaint. Which is kind of a dirty trick. If not an avoidance tactic by the supervisor, then I wonder why that same sup didn't immediately call me back or try again later- but she didn't. This leads me to believe that taking ownership is not a part of the company culture. THere's nothing I can do about that, except get a different alarm company. Having said all that, I don't want to give them an "F" because their first tier of support are always courteous and professional if / when I'm having a problem. First level support on the phones are friendly and supportive and actually do help. However, I have to do the 'what if' projection. What if an alarm had sounded and I am unaware due to Monitronics' policy of manually dialing the (sometimes wrong) number. SO ...the police arrive...and I'm just arriving home after working all day....the police see me and don't know whether I'm a 'bad guy' so to speak. This puts everyone in a dangerous situation. For this reason, as well as all of the above, an alarm company that leaves you guessing and worse, uninformed of alarms having been triggered, can only be considered a failure because the core of what they are being paid to do is not only not being performed, but trying to get the problem resolved with them is a tossup to a busy person who works full time for a living. To be fair to them, I did not repeatedly call and demand resolution further. I didn't press the issue. I wanted to, but life intervenes. I got the feeling we've all felt, where you can sense that your issue is not going to be taken seriously. For them to manually dial alarm subscribers when live alarms have been triggered (and dial wrong numbers) is big enough an issue that it seems their focus on getting it right is not paramount. Maybe they've always done things this way and have not been confronted about it. I understand that nobody is perfect and this applies to businesses and service providers as much as even myself. However, that's what picking up the phone is all about. Monitronics never invested themselves in actually communicating with me or responding to my concern. They could have fixed this with a call and some honest action on their part to make sure they are not calling random wrong numbers. I would have been happy. Instead, a supervisor maybe wanted to leave early that day or who knows what happened. I believe their process of dialing the home owner should be automated to prevent this silly sequence of events. I'm now shopping around because my contract is expired or expiring. Great phone support when you call them, questionable methods and procedures. Poor followup for addressing problems.

within the first few months of having the service, the alarm went off in the middle of the night due to defective equipment. i found the equipment to be unreliable and the service team to be unprofessional.

I received a marketing call from Monitronics regarding their security alarm services a few weeks ago. The marketer was extremely unprofessional. I was reluctant to give out any information over the phone since I did not know if this was a legitimate company. I was in fact looking for a new security alarm system at the time. When i had attempted to ask questions about their company, the marketer became rude and pushy. I had requested the spelling of the company to look it up on Angie's List and the marketer started laughing. He repeatedly asked me why I got rid of my former alarm system. When I would not answer him, he became even more rude and sarcastic. When I did look up the company on Angie's List and saw some of the reviews, I told him I would not be interested. He then stated, "I'm not interested either" and hung up on me. I then called the number from Monitronics and spoke with a representative who apologized. I was informed that they contract with other companies for marketing purposes. She informed me that they take such complaints very seriously and would have a manager call me back. She had also requested that I keep the phone number of the company that called me, so that they could follow up with that particular company. I have never received a call back.

They are good. They are honest, quick, upfront on what they can do and what they cannot do. Monotronics has the hardware and the call center. They have good features but non of them do exactly what i want. They are a little pricey.

We had 3 grown sons, and one of them came in and set the alarm off. They took care of it quickly and it did not matter that it was set off by our son, they had to come up with the numbers and the special code. My husband has set it off before, and by the time, he was still talking to them about it, and they wanted the code word to make sure it was him, and by then, the police was at the door. They are very courteous, and very professional.

They were very thorough in explaining how it would work, and what parts do what, because I have a very sophisticated system.

We are able to view it online, whenever we had a problem, and the battery was getting low, we were able to order it and get it in a reasonable time, we didn't have any problems. They run self checks on our system for us, without us even having to prompt them. They are fantastic. They are very courteous. Our service contract ends this year, and we are going to renew it again.

The experience was fine. The service is dependable.

Very few times have we had a glitch, but every time they have called, it has been an odd ball kind of a thing, but they have been very prompt. Our neighbor used them one day, and her husband was on the boat fishing, and they called out, and I said it is my neighbor. They called the law anyway, and I had to call my wife and tell her that the law was coming. They are very quick. I have been using them for about a year and half. They did installation, and I had asked them for the basic package, so you pay them upfront for the package price. It is a good deal.

This provider bought another company I was with. My security systems has MAJOR holes in it. I can not get out of my contract that I've already had for 2 years. I would have to pay 2 years worth of monthly service (2016) to cancel a contract I signed with a different company. I was not asked if I wanted this company to protect my home. In order to sufficiently correct all the security issues I can pay them roughly $700 OH AND SIGN FOR AN ADDITIONAL 12 MONTHS. They do not have any commitments to any contract made before them however the company does NOT release any account that had those abilities to upgrade. I had a sensor malfunctions and HAD to pay $25 copay to fix it. I was not asking for cameras everywhere on my property- just security service that would protect me the same no matter if I'm home, not home or asleep in my home. Unfortunately they go by the profit margin and not caring about the services they provide. My account is past due because of the automatic payment through my credit card was disrupted due to identity theft and they treat me like I'm lying. On their recordings it states to never sign security contracts with door to door sales people and they "care" about their customer's safety. The contract I signed was from a door to door sales person & their actions do not speak compassion or care. The service technician however did seem to care however he can not authorize equipment.

They respond in a timely manner and it is a good experience.

They did not want to let me out of my contract, claiming that I had agreed over the phone to extend the contract when we moved into our new home. I had the physical paper contract in hand, end date Oct 15, 2013. I sent a letter on 8/15/2013 so it would be at least 30 days in advance per their cancellation policy. Received a letter back on 8/25 saying that my contract was not fulfilled and that I needed to call them. I called on 8/30, went through the first tier support person and ended up speaking with Bryant. Bryant agreed that my original contract was supposed to end in October, but he tried to tell me that I had a 2 year extension. I told him I never agreed to a 2 year extension. Bryant informed me that my cancellation was in progress and that he would investigate the situation (which would include finding the recording of the phone conversation where I had supposedly agreed to an extension) and call me back. He never called me back. On November 18, 2013, the month after my contract ended, they debited my account even though I was told my cancellation was in progress back in August. Again I called and spoke with Bryant. Bryant apologized and agreed to refund the payment while he investigated. The refund went through on 11/23/2013. Bryant assured me that he was investigating the situation and that he would call me back with details. He never called me back. On December 17, 2013, they debited my card again. I cancelled the card and sent them a letter explaining all of the above, including telling them I had cancelled my card and did not plan on paying them another dime. I then started receiving paper bills from them, saying that I owed them for monitoring services. I again sent a letter explaining everything above. This went on through March. Sometime in March they started calling us. Initially we ignored it, but on March 31 we took one of their calls in hopes of ending the whole thing. The initial caller tried to tell me that we were delinquent on our account. After telling her that I no longer had an account with Monitronics, she transferred me to Jason. I told Jason I had spoken with Bryant in the past, so I got transferred to Bryant again. Bryant claims that I agreed to a new contract during the phone conversation in which we scheduled to have our service moved to our new home. For the second time (the first time was in the promise he made during his ?investigation? in November 2013), he said he would find the recording of the conversation and call me back so that I could hear it. After first saying it would only take 4-5 minutes, he then claimed that it was going to take a little longer and that he would call me back shortly to play the conversation back for me. That was at approximately 12:45 PM central time. At approximately 6pm he finally called me back. He played the recording. In the recording, the sales person said that if they had to replace the keypad, I may have to extend my contract, which I responded "OK" to. This is the supposed evidence they were trying to use to say I had agreed to an extension. First off - they did not have to replace the keypad at my house. Second - the sales person said I "may" have to extend my contract, which at the time of the call I assumed this meant that the service tech would inform me whether or not I needed to extend when they came out to set it all up. I pointed this all out to Bryant. He put me on hold to go talk to some managers I guess. When he came back he finally admitted that I was right and agreed to cancel my account. Basically he admitted that the sales person screwed up in how it was presented. I was of course skeptical, but sure enough I got my cancellation letter a few weeks later. The only reason I gave them an overall D instead of an overall F is because the actual monitoring service itself was fine. They just lost me forever as a customer when they tried to essentially trick me into a verbal contract that seemingly only failed because the sales person didn't phrase everything the way she was trained.

This is the first negative review I have written but I'm completly fed up . Do not use this company. Even after cancelling per phone and writen cancellation , they are still billing me. I had this service for yrs ( App. 5-6 ) . It really should be illegal the way they do business.Checking with Better Business Bureau and a lawyer at work. Ready to have my day in court if necessary !

They originally refused to cancel because they said I was under a three-year contract. I knew our contract was long since expired. When I asked for a copy of the contract, they sent my original contract, which as I said, was expired. When I called back, they said I had requested to have some work done two years ago, which we paid for at the time the services were rendered. Now they are claiming the service was performed at a discount, the cost of which was a renewal of the three-year contract. I asked to see a copy of the signed contract indicating this, and they said it was a "verbal" contract. I asked to hear the recording they allegedly have supporting this, but they refused to play it for me, saying I have to take them to court to hear it. They want $450.34 to cancel the "contract". This is nothing short of extortion! They invented a non-existent contract and a fee just to make them go away. They know the fee is less than going to court, so they figure you will pay it, with no proof whatsoever that you actually OWE it. If they do this to every single customer who leaves, just imagine the fees they collect. As an aside, the woman I spoke to on the phone gave me a different amount, an higher amount, to cancel the service. The letter they had sent indicated the $450.34 had to be paid by July 13, 2014, so she was trying to extort even MORE out of me. When I asked her about that, she had no answer. They are just making things up as they go along. They have 188 one star reviews on their Facebook page, and of the only two reviews on Yelp, both are one star reviews. Do not be held hostage! Find a more ethical company who provides better service.

The contractor for Monitronics arrived as scheduled to assess the areas where I was considering installation of additional detectors. They advised me about what I needed to serve my purpose which was helpful. I did not need as many detectors as I'd thought because of the range of effectiveness of the glass break sensors. The company scheduled to return and do the installation. They arrived as scheduled and the installation went smoothly. They programmed the system for the new detector and tested it. Everything works well. Company was professional, did their work quickly. I'm happy. I've had Monitronics monitoring also for 5 years now and very happy with their service. The company in Dallas has also quickly shipped replacement parts and batteries when needed.

TERRIBLE! Several missed appointments, with no calls telling me that they wouldn't be coming after I stayed home from work to wait. Finally a technician came and took over 10 hours (I am not exaggerating) to install over two consecutive Saturdays and STILL the system did not work right! Wiring was placed on the OUTSIDE of the wall with overage wrapped AROUND the plug (on the outside!). The second monitor, from my old system, was left in place (I wanted two monitors). I was told I could not get fire/smoke coverage as it was not legal in Texas. What???!!! Technician left all windows unlocked after leaving. Alarm System went off 20 mins after technician left as magnet in front door was not working - was assured they would return to fix (This was after putting up with technician for 10 hours). Never did return!! Several calls and promises later and yet another no show for appointment that I called three times (no exaggeration) to confirm to make sure they were coming. I told Powerhome Technologies company I wanted OUT of the contract. They insisted I pay for three years at $44.00 month to get out (minus 20%). I refused. They said I could not get out of contract. I WAS NEVER GIVEN COPY OF CONTRACT. Many phone calls later, was passed along until I reached VP of Power Home Technologies. He said they weren't going to use these subcontractors anymore. Would give me a month free for my trouble. I said NO WAY. He did agree to let me out of the contract after I went through the litany of transgressions that occurred. Bottom line - they were located in North Carolina. There were no technicians within 240 miles of where I live in South Texas. WHY DID THEY AGREE TO PUT IN A SYSTEM?!?!?! It was a nightmare. Three months after my initial call, I STILL had no working system and hours on the phone and 10 hours of a technician in my house. After they finally agreed to cancel my contract, I called ADT, they came out, installed an alarm system (with fire and smoke detection) in 2 hours and all works perfectly. Should have called them to begin with. STAY AWAY FROM THIS COMPANY.

On 25 June 2014, an installer or representative of this company was suppose to come out to my home between 8:00-12:00 to install an upgraded alarm system panel. At 7:45 a.m. I called the dispatch to advise them that the phone number initially given as a contact number for this service call is not a good number. Because I would not be at that phone number. So I gave them a different phone number. The dispatch placed me on hold and was unable to get ahold of the person that was suppose to service the call. But I was assured that they would call the person up have them call dispatch with the new number to contact. Well that did not happen. I called again at 9:30 to find out the install was cancelled. Because the company called my office and I was not there. Five phone calls to this company where I was hung up on, put on hold for a long time or the customer service person always had a different story to tell. Also they kept referring me by a different name. After a long day of frustration dealing with this company I have had it. I have been a customer since 2000. I will be putting money aside to buy out this contract. Yes the company did comp me a couple of months in which I will not have to pay my monthly bill. BUT what they fail to realize is that I was treated like crap. There is no amount of money they can give me that will make things better ever. So my recommendation is to you that is reading this is please do your homework and realize this company is not customer friendly at all. Oh Monitronics Please do not call me.

The person who installed the system was more then a hour late. He should have called in to notify us ,but he didn`t do that. When he was done with the installation he left one electrical outlet uncovered. Other than that ,he did a good job with the installation. The Monitronics service is great. A Monitronics agent called and to check on the system after a couple of weeks. After the first month we called in to get a system recheck. Thanks for that. Everything seems to work fine for right now. I would use this provider in the future.

Update: The national monitoring office recently called with a 6-month check-up, reminding us to test the system periodically, and walked me through a test of the system. It worked perfectly; I'm pleased that they are keeping an eye on our alarm system here. (The "cost of service" listed above is a monthly fee--the efficient installation and equipment was free, unlike some other alarm providers.)

They are not wonderful. Every month i have to call and complain. I keep asking for my bill. They don't even bother to call. I would not recommend them. I have constant problems not getting bills and it has been over 3 years now.

Reaching this vendor on the phone is excruciating. The wait times for customer service are generally 20-30 minutes, and then if they transfer to another department it's another 20-30 minutes on hold. We have a fax receipt 5/1/14 showing that the fax was delivered to them on 5/1/14, however they billed us for service for June. Their customer service is dismal, being generous about it. This situation is evidence of their poor business practices and ethics. Avoid this vendor!

I used Monitronics and they are from the mid-west. They called me because I set my alarm off last week and I had a service call about 8 month ago. Their initial service was free and we have used them since we got the house and they upgraded all the equipment for free. The free installation by other companies was mandatory to have a 3 year contract while these guys only ask for a 1 year contract. If you press the panic button then they call almost immediately. When they upgraded the equipment, the technician did not replace the motion sensor, after about 6 months, they came to replace the motion sensor and tried to charge me. They then realised that the technician had just kept it and did not charge me