My Alarm Center

Absolute worst alarm monitoring service and even worse customer service. We are not able to even use our system because within 5 minutes of arming our system the alarm goes off. We tried to talking to customer service and they are not helpful. I asked to speak with a manager but they would not let me do that. WHAT??? If a paying customer asks to speak with a manager they should get one! I am currently in the process of trying to cancel service but they want us to pay them the rest of the 3 years of monthly service left! Oh another thing. when I spoke to the so called ‘customer service rep’ they said the technician who came and turned on our system when we moved in billed for 6 hours worth of work. That is a load of crap because I was here and he did not spend that long of a time here.
I am warning anyone and everyone who reads this review to stay away and not sign up with this company.

Shoddy operation, stay away!!!
I’ve tripped my alarm by accident three times over the past couple of months. After the third time, I called their monitoring center and the lady said they had no record of the alarm being tripped. I’m paying $ 100 a quarter for a crappy monitoring service which doesn’t work.
THESE GUYS ARE BAFFOONS!!!
I have two years left on my contract and they want $ 500 for me to cancel. Screw that! If I were to pay for monitoring, it would be $ 800 over the next two years.
Martha G. said they have to «recoup the cost of the hardware»… what a load of crap! The only thing they installed was the keypad, everything else was already in place.
Good luck getting your $ 500!!!

Our local alarm company sold our contract to My Alarm Center, which is located across the country from where we are. The attitudes of the customer service people is atrocious, they simply do not care about their customers at all. We have been customers since 2009, never needing anything from them, but when our system stopped working over two months ago and we called for service it was terrible how rude everyone was on the phone. We get error messages randomly on our system and even though we have been paying for service for years, there is a charge for them to come out and look at it. We are so used to kind and supportive local customer service, so we were shocked. When we decided that we wanted to cancel our service, they could have cared less… not even asking why. If your current alarm company sells out to My Alarm Center, CANCEL your agreement and find someone local! But, be prepared to be on hold for at least 20 minutes each time you call the customer service department.

What a total shit show this company is.
They bought my previous alarm company, whom I NEVER had an issue with in 15 years, and since the transition, it’s been one nightmare after another.
1 — two months ago, my DH inadvertently set off the alarm. He immediately turned it off, and I immediately called dispatch. I spoke to an agent who asked me what my passcode was. I told him there was no passcode set-​up, and I told him it was a false alarm, and to not send the police. He said OK, hung up, and 15 minutes later, the police showed up at the door. That false alarm cost me $ 96. I called CS to complain, and explained it was insane I was asked to give a password that they KNEW had never been set-​up. The agent agreed, and also said he would give me a $ 96 statement credit, which never happened. Fail on every account.
2 — a few weeks ago, all of a sudden, we had the «communication fault» code on the alarm. I called this company, who first off, told me they tested my signal daily, and hadn’t gotten one for days. NO ONE informed me of this. What’s the point of paying for monitoring if they don’t tell you they’re not getting your signal??? Anyway, over two days, Tech Support kept forcing me to set off the alarm, just so they could confirm there was no signal. Ummm… Tech Support kept insisting there was a problem with my land line, which there wasn’t, since the phone worked perfectly. Finally, they said I needed to upgrade to a cellular system. At this point, I was desperate, since I felt my home was a sitting target. I agreed, reluctantly, to the upgrade, and a tech came out the next morning. He went to the alarm box, and told me the reason they weren’t reading the signal, was that the system was set to call a phone number that didn’t exist. Hmmm… So, I sent him home, and didn’t proceed with the upgrade. I called Tech Support. who STILL insisted there was a problem with my phone line, even though she said they were receiving my signal just fine. She said the info the tech gave me was entirely wrong (even though my alarm was working perfectly again). She agreed to not charge me for the service call. To me, it was some kind of huge bait and switch.
3 — today, I got a bill for $ 75 for the service call for a technician to install the upgrade system they INSISTED I needed, even though the error in reading the signal was ENTIRELY the fault of their monitoring problems. I called a billing agent, who told me she couldn’t help me, and I had to call back another time to talk to Resolution Support. As if.
Bottom line… this company is one of the WORST run outfits I’ve ever encountered. It’s not like there’s an isolated bad apple — everyone who works here is amazingly inept.

Do not sign into a contract with this company, apparently you can never get out of it. We used this service for 10 years always paying 1 year’s worth of services in advance. We started having problems with our service in 2014 and switched to another monitoring service in October of 2014 — we had several conversations with My Alarm Service during the switch over. We did not ask for a refund of the months paid for but not used. They sent us a bill for 2015 services in January, we explained to them that we have not used their services since October 2014 and would not be paying for 2015 services but they continue to harass us for payment and now have sent us to collections for an amount of 2.5 years worth of service

Stay away from this company. I have called and canceled this service 3 times since April 27, 2015. They told me to send an email letter which I did on April 27, 2015 and I have called them to confirm that they did receive the cancellation. I was told I owe them $ 264.39 for canceling early. I told them to send me the bill so I can pay them. They did not send the bill and still tried to charge by bank account for monthly monitoring service. I got that reversed as it is fraud. Then I got a bill in the mail, not for $ 264.39 but for $ 34.47. I called and told them I already cancelled several months ago and for them to stop billing me for monthly service. I was told it was canceled but not really. I do not know what that means does not make any sense but I did pay them with credit card for early termination $ 264.39. Now I got another bill for $ 103.41. This is fraud.

After writing my last review, I snatched the phone from my husband and eventually spoke to a manager in cancellations who was able to help me out in lowering the fee to something a little more affordable. I really liked my monitoring services with My alarm center but I wish they’d put the total cancelation fee individual to your contract in the exact amount on the cancelation agreement before you sign. It might have changed a few decisions we made. It’s not easy for some of us little people to come up with thousands of dollars when we are trying to raise a family.

After my last post I started getting more attention from MAC. The two customer service managers (one was a VP level) were great and tried to be very attentive and helpful. They were obviously working hard to get my problems resolved. They gave specific directions to the local service company, however, the local company didn’t have the follow through. The first one that came seemed to have gotten everything up and running, and from the outside, with the app, everything seemed to work. Shame on me for not testing it all while he was still there (I was late getting home from work.). After that, MAC decided to replace the entire system with a newer version. Apparently, a large part of our problem was that our system (installed and upgraded by MAC) was not super compatible with the services we were paying for. They said they’d send out a different company, one that they actually owned and they’d get everything taken care of. The new company still couldn’t follow directions. My wife stayed home for an appointment between 10 and 12. At 1:00, they still hadn’t been there. The lady said they told us we’d get a 30-​minute heads up call and ignored the window she’d given us the day before. When I explained that a 30-​minute heads up call is useless when it’s an hour after the end of the window and we’ve blown a morning to wait. She said they’d be there at by 3:30. They didn’t come, they didn’t call. I called the customer service rep and he got them to call me the next day to set up another appointment. After that everything went fine. The new system is wonderful, 5 stars on its own. I think it’s just not feasible to rely on a company that isn’t local and doesn’t have all it’s own local employees.
All in all, this was a disastrous experience. The customer service department was great, but they could only do so much. If they were local, I am confident that I could have avoided 90% of the headache.