Monitronics

Canceling service with this company is impossible. Been trying to cancel service for four months after the sale of my home and they are still billing me. I’ve had service with them three years and not even under contract with them any more… Use ADT people!!!

Update, we ‘finally’ received a cancellation letter and are finally cancelled. It only took TWO years, countless numbers of calls and a few written on-​line complaints, to receive it!!! If this «company» would like a better review from us? Then they should send us our $ 1075 back, since we WANTED to cancel 2 years ago and wouldn’t do it until our contract was paid off. By the way, the «five year contract» that was signed? The salesman wrote it in, while my husband wasn’t paying attention and didn’t point it out that it was five years and kept him preoccupied and talking about something else until he signed. Very shady Monitronics, very shady! And your «company» had every chance to do right, but refused. And you STILL have a chance to do the right thing, by sending us our money back. And I know the company sees these reviews, because I received a message from them to try to resolve the issue and we received a written cancellation, after I made my review. If we get some money back, I will update with a better review.

Monitronics Home Security is the worst security system. The batteries are dying every two months. You need to have a contract for 42 months. After my contract expired I tried to cancel my service and I couldn’t do it by phone or online. I have to send them a letter by mail to a P.O. Box and wait at least 30 more days. In the 21 century this is unbelievable. I can’t give them a zero stars …

Trying to get my grandmother out of a Monotronics contract. My grandmother is 101 years old. She has been in assisted living since May of 2014. She was living in her house with the aid of caregivers on June 7, 2013 and would have been 99 years old on the date she was signed up for Monotronics service. According to a Monotronics representative «there are 33 months left on the contract». AND there is no equipment in the house, just a sign in the front yard. This company should be brought up on charges.

avoid monitronics at all costs. unethical and highly dishonest.
i purchased a home in march of 2012 that already had a monitronics system installed. as a courtesy to the seller, i agreed to consider retaining monitronics as the alarm provider (seller had a year left on monitronics alarm contract). when i spoke with a monitronics agent, (d. spencer) she offered me a free lifetime warranty on the system if i would agree to assume the alarm contract that was in place on the home. in the 42 months since, each time i call for service i get the runaround from monitronics, telling me they have no record of a warranty.
the last issue happened four months ago when i was receiving a fault signal on my alarm. i called the 800 number for service, and the agent told me i had no warranty and would need to install the replacement parts myself. when i complained about this, they agreed to send a technician to fix the system under warranty. 30 days later they added a $ 175 service call charge to my account. i have called monitronics five times to get this resolved; each time they tell me the charge has been reversed, and then i get harassing phone calls and billing statements telling me that my account is overdue and will negatively affect my credit rating if left unresolved. each time i call it takes 45 – 60 minutes to reach a supervisor, who promises to fix the problem and then does nothing. today i told them to cancel my account, and that i have no intention of paying any additional charges; the contract requirements have been long fulfilled and i am tired of receiving the same runaround on a problem that should have been fixed months (if not years) ago. my request today was met with more runaround — — agent is now telling me i have to write a letter stating the source of my dissatisfaction, blah blah blah.
this is the worst service provider i’ve ever had at any home i’ve ever owned in 35 years. i can see from the long list of complaints with monitronics that i am not alone in my frustration with this highly unethical business provider. they should be shut down.

I have had several different companies over the years and Monitronics has been the best by far. Customer service, pricing, and technical support has been excellent so far!

This people are running a scam company. I have been put on hold several times for over 20 mins to speak with a customer service rep. I am about to cancel the service due to BREACH OF CONTRACT. I have had a sensor faulty and not working right for a YEAR! Yes, and nothing has been done. This crooks require a letter with 30 days ahead of cancellation notice or they keep charging you for a service that they are not even providing to the meet the very least of customer’s expectations. Companies likes this should not be allowed to run and take advantage of the public. I am filing a complaint on the BBB and sending them a courtesy letter to their VP of Operations ROB WASHINGTON, what a joke!!! and of course blocking the automatic payments!!! This people are nothing but crooks… I once let the alarm run and it took 19 mins before I received a phone call. Stay away from this company. DAM.

Even when you aren’t in contract with this company, cancelling service is unreasonably difficult. Stay away!
Monitronics cancelled my service when I moved, but continued to bill for monthly charges after ending the service. Yes, they CANCELLED my monitoring service and continued to bill for a service they no longer provided. After inquiring about the monthly charges that were still coming in, the customer service representative confirmed that the service was cancelled, but said that in order for them to stop charging me, I needed to submit a request in writing to the company. I’ve since blocked them from my bank account and they are now charging me «late fees».
On top of this, the customer service department that handles these requests is only open M-​F 8 – 5 central time.

Watch out. Their customer service is poor. We called to cancel and were told you had to write a letter (cutting edge technology — they have no issue with automatic withdraw). We wrote a letter and they still charged us. Called to get a credit and they said they would credit 50%. Called 20 days later and told the credit was applied to the account. Transferred three times with no satisfaction. One of the most frustrating run arounds I have ever experienced, stay away!

I cancelled my account in December 2014 after I sold the house. I had signed up for a 3 year plan, and they were supposed to send me a bill, which they didn’t. They received the cancellation letter, and have continued to bill me in monthly installments, which amounted to the same price. The last charge was supposed to be in July 2015. I spoke with them in July and confirmed it. Last week I was billed again and now they say they have no cancellation on file. They said they’ve taken me off of autopay, and will send a letter confirming, but that I will still have to keep paying them, until they get another cancellation letter, and I will have to pay another 30 days after that… On a house that I don’t even own anymore… There are better alarm companies out there that everyone should do business with. Stay away from Monitronics.

When I signed up with the company under a business account, I expressed my concerns that I did not know if the business would make it in that location. I was assured by the agent that the account would be cancelled if I went out of business. The business failed and Monitronics would not cancel the account and said that I would have to continue paying for another year even though the business was closed. Even tried speaking with a supervisor to no avail. I would never recommend them to anyone because they do not keep their word.

Terrible customer service. Avoid this company. I had monitoring service with another company. Monitronics took over the contract and yet the old company and Monitronics continued billing me for monitoring for several months. I called Monitronics and the manager said he would look into it. No follow up call. Just a letter later stating they had fixed the double billing. No offer of refund. Nothing.
A tech/​salesman for another company came to look at my system recently. He quickly determined that the control panel was not functioning. I switched to another monitoring company and sent a written cancellation notice to Monitronics. I sent an email to Monitronics cancelling my service.
I called today and their account retention person went round and round as she explained that I could only cancel if I paid off the remaining months on the contract within 30 days. Even though Monitronics knew my system had stopped functioning in May 2014. She claims their automated calling system called several times to notify me of the problem. Apparently, she can’t explain why this system is unable to leave voicemail messages. Needless to say I never received any messages notifying me of the malfunction. Monitronics didn’t seem to think it was a good idea to send a letter to follow up on their missed attempts. At first she insisted I was notified and then suddenly she claimed that oh yeah Monitronics did send me a letter. At first she tells me no letter was sent and now she is claiming one was sent. Convenient. One year without alarm monitoring is a BREACH OF CONTRACT. I paid for alarm monitoring but they did not provide the service I paid for.
As for the double billing she said that Monitronics didn’t start billing me until 2014. I told her I have credit card statements showing I was being billed by Monitronics in August 2013. I told her I was looking at the statement as we were speaking. She had not explanation for this.
Finally, she said I had to follow the cancellation procedures. I asked her several times to send me the procedures. Either via email or USPS. She kept asking me if I had a pen and paper. I told her to send me the procedures in writing. Apparently, Monitronics is reluctant to provide documentation in writing. I guess I am supposed to take her word for it. Based on the level of service from Monitronics I would expect them to deny what they told me. She told me the phone call was recorded but what good does that do me. I have no way to listen to the conversation later. This only benefits Monitronics. Does she really believe this helps the customer at all? Obviously, she doesn’t want to be bothered with generating a form letter. It’s easier for her if she gets me to write it down.
I have paid Monitronics enough considering the double billing and then the year of non-​existent alarm monitoring. I have another company monitoring my alarm system now. Monitronics cancel my service. Cancel the contract.

I’d like to rate them a negative 10, please. Awful customer service. Actually, I should say non-​existence! Took 3 weeks to get any assistance, questions answered, clarification on their services, etc. Painful experience and bad first impression. I would not feel comfortable leaving my home security to this company. Totally unprofessional & incompetent! Run for your life!!! They have no idea what they’re doing.

The customer service is very poor! I do not recommend getting an alarm system with this company!

Faulty product and worst customer service ever! This cheap system they installed a year ago fails constantly. Instead of fixing their system and standing behind their product, I am told I have to pay for an upgraded system. Then when trying to talk to their customer service about this they just hang up on me!

I have been trying to cancel this service since the beginning of December I have written letters and I still can’t get this account closed Horrible customer service no one has a clue what they are doing there. I wouldn’t recommend this alarm service to anyone

Ditto x 1000 for everything these people are saying here. I also tried to cancel after a LENGTHY service with these clowns. (My mistake, I admit.) Trying to cancel is a nightmare. Ridiculousness at its finest. They made me write not one, but TWO letters, because when they offered me two more free months of service, it made my first written cancellation null and void. Really? Assholes.
Do NOT choose these people for ANYTHING. It’s surprising they can operate their business this way.
Be afraid. Be very afraid.

For the first time I’ve decided to update a review here on Unilocal.I think its only fair. After I wrote a letter to Monitronics expressing how disappointed I was in their service and customer service they eventually responded and offered me a deal of $ 17 a month for my service which I agreed to, and things have gone fine ever since. I really haven’t interacted with anyone from their company for some time, and there have been no incidents since they changed my plan to complain about, so I’m changing my rating from 1 to 3 stars.

Been trying to get them to send proof of alarm service to insurance company. Requested over 2 weeks ago and still not received. Told me it would be faxed in the next 5 minutes today. Half an hour later I still don’t have it. If they can’t operate a fax machine how in the world do you expect them to notify the policy if your alarm goes off. Get an alarm from anyone else but these clowns.

I have not one thing positive to say about this company.
Don’t believe their BS about being top rated. Service after installation is HORRENDOUS! After third visit from local fire fighters on a false alarm, we had to disconnect the fire alarm. Then the system would beep constantly to remind us to reconnect the fire alarm. Finally had to unplug the whole system. TOTAL FAIL, no customer service to resolve situation, just a reminder that we signed a contract.
DO NOT BUY SECURITY FROM THIS ORGANIZATION, THEY ARE FRAUDS!