Brinks Home Security™ Reviews

In January, 2014 I called CRS Services, Monitronics, and was told that I signed the contract and had to honor the contract. I was resolved to deal with the scam, but in February, my son was killed in Afghanistan. My whole world was upside down and now dealing with the worst tragedy of my life and CRS was no longer important. A little over a year later, I once again called Monitronics. At that time, I wasn't sure of the length of the contract and asked that the system be removed. I was then told that the system could be removed but I would still be responsible for the balance of the payments -- over $1700.00 left.

I told the representative on the phone that I was scammed into getting the system. I didn't explain the scam, as I still felt very stupid for falling for Alvin's scam. However, without the scam, I would never have signed the papers to get the system installed in the first place. Consequently, I have paid $30.00 a month extra each month since January, 2013, plus a $199.00 installation, and future $49.99 payments until January, 2018.

The representative I talked was rude and threatened my credit if I didn't continue to pay, even court and costs. The fact that I was scammed was my fault, not their problem, and they take no responsibility for their employees. I asked to have the alarm system removed and the contract voided as of removal. With the level of disrespect and the cost of the scam, I would like to be reimbursed for installation fee and all fees paid to date.

I called again on Monday and asked if I could hire someone to remove the system from the old house as we were closing the next day. I did that and then made an appointment to have the system installed in the new home. Again, the service rep was unable to keep the appointment because of a sick child. I rescheduled for a Saturday and actually had to fly to Michigan to meet the service rep at the home.

Shortly after the system was installed that Saturday, the ability to control lights and thermostat from my phone failed. I had to await the arrival of the service technician again on the following Saturday. Last Friday the ability to control the lights and thermostat from my phone again failed. I called customer service and held for an eternity. I finally hung up. I have received several notices via email that the light control and the thermostat have experienced a problem since then. When I receive the first email on Sunday evening I called the toll free number but received a recording that customer service was not open on Sunday. I called on Monday and held for an eternity again. The telephone technician worked me through the problem and had me test the connection between cell phone and thermostat...it worked.

I thanked her and hung up satisfied. Twenty minutes later I tried the lights and nothing happened. I called back again (again I held for over 17 minutes) and was told that a technician would call me with an appointment time that day (yesterday actually, 07-28-2015) between 1100 and 1:00. I did not get a call so I called the toll free number again... again holding for an eternity, and was told that because the technician was based over 100 miles away he would have to call me the next day (today, 07-29-2015) and make an appointment. It is now 7:00 pm the next day and I have not heard from anyone.

At this point I don't care if I ever hear from anyone at Monitronics again. I am sure I will though as my next call will be to American Express to NEVER allow another payment to this company. They have ZERO response to your needs unless you live in a major metropolitan area. I had to rate them with one star only because NO STARS was not an option. If you want poor, poor... no, make that HORRIBLE RESPONSE TO YOUR SERVICE FAILURES then by all means use Monitronics. If you want peace of mind and a system that works I would suggest you shop around and read reviews. I am getting a neighbor to watch the place and turn the heat/ac up and down. Monitronics is another word for NIGHTMARE!!!

Original Review: July 25, 2015

After a total of 4 calls over 4 weeks and 2 emails, they have yet to install a system in our new home after our move. We are paying for home security and getting nothing in return. We are constantly told by customer service that a tech will call by Friday, but no one ever does. I want my money back!

Now on the last digital pad after replacing the batteries had a problem. It was all lit up but no icons to press. So I called customer service a 2nd time on the same day. The representative had me try everything we could for 45 plus minutes. After not being able to fix it over the phone she stated she would have a service agent call me tomorrow (Wednesday) to schedule an appointment. I said "that's fine and could I get a phone number of that department in case they don't call." The rep, let me clarify, a Monitronics rep told me they use Contractors to do the service and the contractor has told Monitronics NOT to give out that phone number but they will call. I find this ridiculous! What company lets their workers, vendors or contractors dictate and tell the actual company what to do.

So Wednesday 7.22.15 I get a call at work from the contractor company. And that rep said "the earliest we can come out is August 5th between 11 and 2 pm." I told them that, "that's not going to work as I don't get off till 2:30 pm and my wife at 3:30 pm and the soonest I can be home is 3 pm and the fact that the whole second floor of my house is not armed (no security)." That rep said "the contractors don't work past 2 pm" which is a lie because we were told last year when we inquired about adding some window pins for extra security that the techs stop doing service calls at 2 pm but for new service they will work until at least 7 pm. And they came out around 5 to 6 pm when we started our service. THIS IS HORRIBLE SERVICE right here to penalize your customers if they want to add items or fix something but if you want new service they will accommodate you for sure... So then the rep said "sorry we can't help you and I will send this back to Monitronics."

No lie!!!! 30 min later a Monitronics Rep called me and stated what the contractor rep told me and that she was going to find me someone after 3 pm and could I hold. I said "I am at work and I should be working so could you call me back?" She said she would in about 15 min. I then reiterated that Monday thru Thursday at 3 pm and after will work! The rep said she got it and that she would get back to me. Again this was Wednesday 7.22.15. And guess what? Never ever got a callback! NOT A SHOCKER!!! So 2 days later today Friday 7.24.15 I call Monitronics and ask for a supervisor or a manager. The agent put me on a 15 min hold of course. The lady may be named Theresa said she was an account manager. So I told her the whole story I just wrote.

I reiterated that it was ridiculous that no one does service calls from 3 pm and after and that this is very important because half of my house is not secured! So she said she heard what I said and that if I could hold she will search for a contractor. After another 15 min she (The supposable Manager) tells me I was right that the first contractor that called me only worked till 2 pm and no Saturdays. I was like "you put me on hold to check out if I lied about what the contractor said?" She said she was sorry and if I could hold a bit longer she is calling another contractor.

About 20 mins later this account manager said "well I found someone to come service you on August 5th between 1 and 3 pm." I was dumfounded at her answer! I asked her if she heard a word I was said to her. She said yes but was wondering if I could have a neighbor or friend wait at the house while someone fixes my security system. How ridiculous is that. IT IS MY FAMILY PERSONAL HOME SECURITY! Having neighbors and friends knowing your codes and system fixes is ludicrous!!! Lastly I asked this manger to "tell me the truth that if I was asking for new service would they come out at any time, but you have a cut off time for service?" She would not answer and only talked over me and said she would have this escalated and that team would call me in 48 hours. Lolololol. 48 hours.

Reading this please take away the HORRIBLE Customer service. Also take away that once they install your system you will need to take a day off plus wait a while until they can fit you in. And lastly take away that they know full well that I have no security for my 2nd floor of my house and that they are fine taking 48 hours to get back to you and ok with scheduling service 2 plus weeks out, that they are not concerned with your security. The only thing they are concerned with is that monthly payment. Again DO NOT USE MONITRONICS!!! I AM CALLING AND ASKING OTHER COMPANIES ABOUT THEIR SERVICE SCHEDULES AND HIRE ONE THAT IS AT THE VERY LEAST, A HAIR BETTER AT CUSTOMER SERVICE THEN MONITRONICS!!!

Finally I got in contact with someone that was willing to give me at least a discount to cancel the service, so I am done with it. But it would be nice if they could keep everything together and get their stories straight. They clearly have people in sales and customer service that have no idea what they are telling people. If you sign a contract you should be provided a copy and you should not be lied to. I'm glad Elizabeth was finally able to be polite and offer me some discount off from the incredible amount due up front, but it still was a very unpleasant experience. I am in the military and am required to move frequently. I would not have signed a contract because I know that I move constantly. I would not recommend this company mainly for the fact that they lied to me and, other than one person, they were extremely rude.

Original Review: July 21, 2015

Several months back my husband called on our contract with them. He asked if we could cancel our contract on the day it was up (6-14-15), so we wouldn't have any more automatic payments come out, or just any payment at all, because we wanted to cancel. The customer service agent told him "No problem. We could do that!" July rolls around, and boom another payment comes out.

We call customer service again, told them what happened, and being transferred 3 different times. They said "No we can't do that" and told us how to do it, and told us they can't credit back OUR money, which overdrafted our account all because they're agent told us WRONG in the first place!!! That is their fault. They won't fess up to it and we get stuck with the bill and very unsatisfactory customer service. It's bs and of course they had "no record" of my husband's phone call at all. He knows he made that phone call and I, his wife witnessed it also. Don't appreciate being called a LIAR!!! Poor customer service!!! Customer # **.

After a year of service and not having a single issue besides never receiving a Monitronics sign, which seemed kind of bizarre given that we were signed on as a "Promotional Home" but couldn't promote the company, I tried contacting Monitronics to get both a sign and a breakdown of the bill. They sent the sign but said I would have to call Vision Security to lower my bill, or at least get a breakdown of it, as they own my contract. I called Vision to see if we could lower our monthly bill and possibly cancel. Now I was calling to see when my contract was up as it just seems like we are paying way too much a month when there are definitely cheaper options out there.

When I got through, I was told since I was still in the initial contract, I could not have my bill lowered. Little did I know, my initial contract was a 60 month contract. Had this been made aware to me during the sales pitch, no way I would signed on for this. When I asked what the cancelation fee would be, they said it would be the remaining balance up to May 2019!

This blindsided me as I was never made aware how long of a contract I was signing on for outside of just ensuring that I planned on staying at this home for at least a year. Then Vision Security told me to call Monitronics and talk to their customer service department. I called Monitronics and the same stuff was told to me. I was locked in until May 2019, my bill could not be lowered because I am still in the initial contract agreement stage, and that it would cost me the remaining balance to cancel. Complaining about the contract got a, "sorry to hear that sir, I understand" but do they really understand? If a salesperson doesn't disclose what kind of contract a person is signing on, and then holds customers hostage for 5 years, doesn't exactly seem like a fair business practice.

I would love more than anything to get out of this contract but my remaining balance, if calculated correctly, is somewhere in the ballpark of $2,340 since I am under contract until May 2019. So it looks like I will either have to fork over that much money to get out of this contract or just deal with it. For the time being, it appears it will just have to be the latter and ensure I do not have any friends join this company and get suckered in like I did.

They removed a 12 month extension and I was able to afford to pay off the remaining balance on the account. Considering I have called them many times in the past to resolve this I'm not rating them much higher. As far as I'm concerned their customer service should have been able to resolve this without going to consumer affairs but I do applaud them for working with me.

Original Review: July 15, 2015

We signed a 2 year contract with the company and had nothing but trouble getting their wireless devices to stay connected in our home. They tried to charge us for service calls when their window and door sensors would get disconnected from the alarm panel. Eventually they were able to get the system working okay. After owning the system for 1 year, we move out of state for work so we packed up the system and installed it in our new place. We didn't have a hardwired phone line in the new home so they had to install a wifi card in the alarm panel to make it work. It seemed to work fine with no issues.

When our two year contract was close to being up, I called them to get the balance on the account and they told me that our contract had been extended by 1 year because we moved the system and it had to be updated! I told them I wanted out of the contract and they refused to let me out without paying a huge penalty. Why we were penalized with a contract extension is beyond me but I decided to just move forward and pay until the end of the contract. We then moved to another state and this time I decided not to call them or even hook the system up.

At this point the system hasn't been used for over a year. I recently called to find out how much we had left to pay on the balance of the contract and they told me over $1600. That's equal to 3 years of the monthly fees they charge for the service. They had again extended my contract without my permission. I have already paid over $1800 in monthly fees to this company so the equipment has been paid for many times over. Monitronics is the most unethical and dishonest company I have ever dealt with. If they really stood behind their product and wanted to keep customers, they wouldn't have to resort to these underhanded tactics. DO NOT SIGN A CONTRACT WITH THIS COMPANY FOR ANY REASON!

They are telling me I will have to pay for the rest of my contract which apparently was extended when they upgraded my equipment that never worked in the first place. I do not have a written contract of this, I never signed a contract for 5 years! This is no way to serve a family that has been a loyal customer for over 10 years and has to move because of the military. Horrible company. So far I have no resolution to this.

Original Review: July 1, 2015

We purchased an alarm system from Devcon May 2012. Salesman ** told us we were signing up for a 3 year contract. If we needed to cancel, it would be no problem, however they do like you to stay 3 yrs since the equipment was installed at no charge. OK, understood. Monitronics bought them out at some point. Problem comes in November of 2014. We had to move from our rental home of 9 yrs due to the seller was selling the house.

We moved to an apartment building where they do not allow alarm systems and besides they are already a secure complex. I called Monitronics and spoke with a female who stated that it looked like we signed up for a 42 month contract (wow) with Devcon, but they would honor a 36 month since that is all they require. I told her that we moved and no longer needed the service (nor did anyone want this service) and had no need. She said that I could cancel with a letter explaining details and that we would be responsible for 55% of the remainder. It could be paid all at once or continue to make monthly payments (auto-pay) until paid off. That was to expire in May. It is now July 1st.

I called to question and make sure this service was cancelled. Got 2 individuals that I could hardly understand. Was on hold for an eternity. This person that I talked to today was adamant that we now have to stay in this agreement until November of 2015. I asked if the phone conversations were recorded - he stated yes they were. Then proceeded to try to sell me on moving this service to my current address... Apparently not an active listener as I had already told him we could not have this at our current address.

So now, according to them, I have to pay for a full year of service for an empty house that is not mine. I have NEVER been so unhappy with a company as I have been with this one. We were scammed from the very start. Made to sign the documents online while ** just pointed here and here to click and "sign". Had no clue that he flipped the script and made it a 42 month. Probably would never have signed up for it had we known this.

Today's rep continued to try to move or gift it to a family member - the answer was NO a hundred times. He said to take down the address to send a letter I told the representative many times that I was driving and unable to write down an address for his company. I asked him if he could email the information. They do not email, fax or do anything that would make life easier. I would never recommend this company to anybody. It has been nothing but headaches. I just want them to honor what the female that I spoke to around November told me because the male that I spoke to today changed everything. Terrible customer service!

The representative set me up for a transfer even though I told her I didn't believe I would be doing so. She said nothing about me not being able to terminate my account. At the end of May, just after I had moved in, I contacted ** who advised me that I would be able to cancel my account. He gave me instructions on how to and to whom I could write my cancellation letter. I went ahead and did this and believed everything was taken care of until I received and automated letter that my cancel request is incomplete until my contract ends in December of 2016. I was able to get in touch with ** again on June 26 after talking with 3 other people and being put on hold for way too long.

** (who probably talks with 50 or 60 people per day) says he remembers talking to me and that he told me that the letter I sent was not for cancellation, but only for review. So he knew all along I couldn't cancel but gave me a different story, most likely because he wanted to get me off the phone. It is unfortunate that a company like Monitronics is so driven by money (and lack thereof customer service) that a customer who has moved and no longer needs the service, is stuck with a contract for 1.5 years longer. I was a good customer for several years and am dumfounded why a company like this would never even consider doing the right thing for a long-time customer.

Humph, I'm still waiting, yet I was assured that I would continue to get billed until they get the letter in an envelope sent by the USPS with a stamp to a PO box where you CANNOT send it registered. I simply advised her that any further debits from my card would be unauthorized. I hate to get nasty with them but this is absurd at best!

I called the cancellation department and they said the only way I can cancel my bill is to send a letter. I inquired about the current outstanding bill they are trying to collect and they informed me there is nothing they can do about it because they have not received my cancellation letter sent in May! I don't think it is legal to bill for services not provided. I am sending an additional letter for cancellation, however, I'm refusing to pay for the 2 months of service I never received. The cancellation department informed me that "they would look into the billing" and "see what they can do" once they receive my letter. This is still an ongoing problem.

Another thing I'd like to add - there was one time when I forgot to unarm the house and opened the door, the alarm went off and no one ever came over the intercom or called to make sure everything was ok. So even if we could install it at our new place, I would not want to. Anyway, they are saying the only way to get out of the contract is to pay 80% of the rest of the contract (over 4 years). The rich get richer and the poor get poorer! Yes, we should have read every single word of the contract. We are young and trusted the manipulative way all of this was explained to us.

I made another call and they asked more questions such as the password, address, phone number, SS# etc. Then they proceeded to tell me that they needed a letter from the assisted living complex stating that she was a resident there and it had to be mailed. Asked if I could fax - was told they didn't have one! Really? No fax or e-mail? Sounded a little absurd to me. Very inconvenient.

After 4-5 calls I hope we have it cancelled. I will check her bank statement to make sure that it isn't automatically drafted out her account again. I appreciate the security questions but it would have been helpful to me if they told me everything they needed the first time I called so I wouldn't have to make so many calls. Of course I guess they got what they wanted, an extra 5 months of payments that we should have been reimbursed for.

Original Review: June 15, 2015

Monitronics advertised that if you refer a friend or family member, using online account that both the person making the referral and the person that signed up for a new Monitronics account would both get a $50 Target Gift Card. I submitted a referral online as required and the family I recommended did sign up for a new Monitronics account for a house they purchased on 3 Mar 2015. On 7 May 2015 I contacted Monitronics to find out where the Gift Cards were since it had been more than 8 weeks and their offer states you will receive the $50 Gift cards in 3-5 weeks after the account is online (the family I recommended did not receive their Target Gift Card either) .

Monitronics told me to call (877) 686-9047 to find out about the Target Gift Cards. I called and you have to leave a message and they will call back within 24 hours. It is now 15 June 2015 and they have not called back. When talking to Monitronics personnel (phone (800) 784-2042 and (877) 866-8643) - about the $50 Target Gift Cards they say they have talked to more customers that did not receive the Target Gift Cards.

The account resolution department person also had mentioned to me during our phone conversation that after 24 months is up on my contract I could have called them and they would of lowered my monthly price down to $30.98 which I was not aware of. I think they should honor the new price they were willing to give me 10 months ago but they will not do that for me. I also do not think I should have to sign another three-year contract with the company and they should just fix my technical issue that my system is having. Unless I upgrade my contract I am pretty much stuck with having a system that is currently broken that I am paying $35 a month for. Also my contract that I signed three years ago was for $34.99 a month and within the last three months Monitronics has been charging me $35.98 a month.

So, I got really upset and I called them asking them what was going on, that's when they told me we had a 5 year contract. I was not aware of that, so I had to pay 3 months of service and still paying on a service I no longer need. After, I had moved in they said, "oh the person that has purchased our old house can take up the payments (I don't know this person, so why would I ask them that? And I was never told I could take that service with me). So, I have until 2016 to finish paying them off. I can't believe an alarm company is so BROKE, that they make you pay for a service you no longer have or need. I HATE MONITRONICS and will never refer them to anyone. People can't afford healthcare, what make them think we have money just to give them. I give them 34.99 a month for NOTHING!!!

I called Monitronics customer service number, 800.447.9239, asking for my money back and to cancel their services. The customer service representative did his job in a proper manner. After he listened to what I wanted, I got the song and dance numbers blah-blah-blah -- "We'll drop your monthly charges down by $7 since you have been with us so long." I said, "No." Then more blah-blah-blah -- "How about if we drop your monthly charges down another $3? That's $10 total!" I still said, "No." At that point, it became a matter of principles.

After this failed attempt, if I wanted to cancel my account with Monitronics, I will have to SNAIL MAIL a signed letter to that fact. I could have handwritten the letter, scanned it as a PDF, and sent it digitally to the email address of the customer service representative that I was talking to within 10 minutes of our conversation being done! If I had received proper notice (digital emails are very efficient) -- my account was coming to an end -- I would have a choice to treat this 36 month contract like any other contract, an agreement between two or more parties for the doing or not doing of something specified.

The lady I spoke with was so rude and smug over the phone. She kept saying that he was probably hitting the button himself to trigger the false alarm. I asked them to send out a technician and it turns out his life alert pendant was faulty. He was not pushing it for fun like the representative suggested. I then asked for a copy of this so called signed contract since my grandfather said he never signed anything. It came in the mail yesterday and guess what.. They forged his signature!!! I will be contacting a lawyer after this. I have never dealt with such a rude and dishonest company in my life.

Original Review: June 1, 2015

I have been a Monitronics customer since October of 2007. I moved in 2012 and decided after moving to purchase an alarm system for my new house and decided because I had had a relatively good experience to go with Monitronics again. I am now selling that house and after being a customer for 8 years have 3 months left of a contract that I can't see and didn't sign that they will not forgive. I was even happy to provide the buyers of my house with paperwork they would provide (as they did the last time I sold my home), so they would have the option to continue the service. There was absolutely no consideration from the customer service agents I spoke with, and the second one could not turn off the attitude as I tried very hard to show restraint throughout the phone call.

The system I have only used Cell service, which apparently was never adequate, so I could never actually use the monitoring part of the service and only could use the alarm as a local alarm, so really I should have cancelled the service at the beginning but I didn't, mistake on my part, since by the end I couldn't even do that because all it would do is set off the alarm because the signal was bad, but that was not the fault of Monitronics. Anyway, I believe since I will no longer own the home and they certainly have the option to provide service to the new owners, they should cancel my service without question. This is what you call customer service at its absolute worst!!

One month later, May 30th Monitronics continues to bill us for services we haven't had for two months. As our contract for service was through Zenith and NOT Monitronics, they have not provided proof of contract between ** (billed party) and Monitronics. As of May 30th they've stolen $102.98 from our bank account. We placed a 'stop payment' request against their withdrawals. Now they are mailing us bills.

Right now with their monthly service of 37.96 plus the $35 nsf fee from my bank they owe me 218.88 for this month alone in addition to the last 10 months of service charges and overdraft fees I've been charged because they have refused my request. I would recommend anyone to use this company unless you want to be robbed of your money. Definitely don't let them debit your bank account because it feels like a legal robbery.. My entire bank account is messed up. It's even ruining my credit score.

The agent put her through the typical 10 minutes of "why", and "we can upgrade your equipment" and blah blah. Of course my wife reiterated that we wanted to cancel. The agent then stated my wife could NOT cancel because she wasn't authorized on the account. Are you kidding me??? Change the passcode as a non-authorized user? No problem. Cancel the service? Eh, sorry, but no. So day 2 I called only to be treated to the same 20-minute wait time, step through the Care group where ultimately I reached "Loyalty". After I got my turn in the "retention ringer" I again stated I just wanted to cancel. What did the agent tell me? I have to do in writing!!

So 3 total calls, 4 agents, a floor Supervisor and 90 minutes of time I'll never get back - they tell me this. It is preposterous Monitronics didn't notify my wife of this requirement IN THE FIRST MINUTE OF THE FIRST CALL. And even if you forget about all the other nonsense and wasted time and breath - the very fact that these guys require it in writing (for my protection to be sure!) - the fact they do not offer email, fax and phone ALL as channels to walk away from their service lies at the core of how these jokers do business. Next test... will the letter sent to their P.O. Box (which of course cannot receive signature required mail or FedEx envelopes) - will they actual cancel the service after all? I am not optimistic, but we'll see. BUYER BEWARE - if you're looking for home security - avoid these guys like the plague.

I am completely outraged and extremely disappointed and feel totally cheated and deceived. The 'salesman' that screwed me is no longer with the company, so I've been told. I am a single mom, barely able to make it on my own, and am getting phone calls from people from Monitronics daily demanding money from me that I don't have to give them. The system is not being used and I still get random calls at 1:00 a.m. saying that the front door is open and I don't live in that home anymore!!! Don't be fooled by this company. I am considering seeing an attorney to see what can be done about this shady business. Stay away from Monitronics.

However, Monitronics apparently has time to send paper bills for the "last month" of the cancelled service and I'm sure will start threatening collections for a $44 bill (despite having collected ~$1,500 in monthly fees for no services rendered). Ridiculous. You would think someone there would realize their $1,500 windfall and just drop the issue.

At that time Monitronics started calling me since I was on their contact list. I told them the situation and told them I wanted to cancel the service. They told me I had to get a letter from the nursing home stating that she had moved and no longer needed the service. I told them you know she has moved into the nursing home because you are sending collection letters to that address. My mother is very ill and they would not let me cancel the service and the bill total just keeps accumulating. They have been totally unreasonable and unhelpful. I would not recommend them to anyone. If you see the name Monitronics, run the other way. They are crooks!

Original Review: May 27, 2015

Worse billing system EVER!!! I read some other reviews and have realized I'm not the only one dealing with this issue. It's been an ongoing issue for years!!! I cannot get a straight answer when I call billing, and it's obviously outsourced out of U.S. I've just had ANOTHER billing issue, and am seriously going to look for another monitoring company! As some others have commented, I did not originally sign up with Monitronics, it was transferred by my original company. To my knowledge I have never had any type of contract with them and if I DO find another company to go with. I hope I don't have any issues canceling. It appears others have. I'm just fed up with their weird billing system that no one can explain, which sometimes has resulted in phone calls and late fees!!! We've been with this company since about 2000 and I have no complaints about other services. I'm just tired of messed up bills!

Thank you Ashley C.

Original Review: May 26, 2015

We have been with Monitronics since Aug 1, 2012. We have called Monitronics over the last month to get information about canceling. We are military and received orders for a new duty station in a couple weeks (we have 2 moves for 2015). When we contacted Monitronics, they told us we could "move" our system for free and they would place it in our new residence. The problem is we cannot have an outside alarm company to secure our residence (the complex has their own company they use).

We were then informed we could transfer our remaining months to a family member or close friend (we don't have either or anyone that would like/need an alarm). So since no one would be able to take over, the gentleman on the phone told us, we would have to pay the remaining balance (26 months) in order to cancel. When we agreed to the service, we were unaware that Monitronics offered 3 yr contracts (instead we got a 5 yr because "that's all that was available").

The sales rep that signed us up stated it would be easy for us to cancel if we had to PCS. In our contract it doesn't state I cannot cancel due to orders. All we want is to cancel our service without the penalty due to PCS. We have been calling all morning to the 1-800 number and have been on hold for several minutes. We will be sure to not use an outsourcing representative and only do month-month/3 yr contract and someone who is military friendly.

Worst part, when they took over, they began billing me on both accounts for more than my contracted rate and more than what my previous payments have been. Today, I opted out. Their cancellation policy is... pay for the entire length of the contract... some policy. And so I did. I prepaid to get out. Interesting note. I can provide bank account information over the phone, but to cancel, you have to do that in writing. Anything to waste my time, confuse me and make it as difficult as possible. Really, this has been one of the worst experiences I have ever had with a vendor. Of course nothing will happen, but I am doing my part to warn others to stay away. Oh, and finally, their online response to my last complaint? Yeah, that was a lie. They never did fix my problems. Ever.

Updated on 06/14/2015: I have had repeatedly poor service from this company. Finally, in frustration I called to cancel. They told me my contract did not end until October. I paid in full for the entire contract and cancelled. Now they continue to bill me and just applied my buy-out payment to my bill, telling me I have a credit balance. I do not have a credit balance. I have a paid in full contract and I want to end my relationship. I want them to cancel my service and to never bill me again. How can such an inept company exist???

Told salesperson we would be moving. He said old equipment would stay and new equipment would be installed in new home at no charge. But when we moved they forced us into additional year or they would charge us for equipment. Third party installer (Wilkes technologies) drilled holes into the front siding of our newly built home and never repaired damage. Monitronics want us to pay $945.15 to cancel service which we had since September 4, 2012. We are not happy with this company because they did not honor their word. We want to cancel service without penalty and would like to have our siding repaired or be reimbursed for damage.

Original Review: May 19, 2015

I signed a contract on 26 May of 2012 with Devcon/Pinnacle Security before they were acquired or changed to Monitronics. The terms and conditions of the signed contract stated I would be responsible for 55% of the remaining payments left on an initial or renewal term if I chose to cancel it. Along with a copy of the signed contract, I sent a check in the amount of 55% of the remaining balance on 29 April of 2015 to Monitronics. On 8 May, 2015 I received an email from ** (Monitronics Correspondence Analyst) stating that I would be receiving a refund of $82.01 once my check cleared. My check was cashed by Monitronics and cleared my bank on 12 May, 2015. On 16 May, 2015 I received a letter from Mr. ** (VP for Monitronics Customer Relations) stating that they could not cancel my monitoring agreement until I sent a check for $1121.78 by June 8, 2015 and if they did not receive it by then they would be unable to cancel my account.

I was somewhat shocked by this letter and began wondering how many other customers had been deceived or extorted for extra money. Although I am not a lawyer, I would think there are consumer protection laws in place to prevent altering a signed contract without consent from both parties. Since receiving the letter from Mr. **, I have filed complaints with the Texas State Attorney General's Office, the Texas Department of Licensing and Regulation, and the Better Business Bureau of Dallas/Northeast Texas. I made sure I included all relevant documentation as helpful reference material.

They then stated I could continue with Monitronics if I would agree to a 5-year contract and additional increase in my monthly fee (a double increase from my base rate). They refused to allow me to continue with my previous contract or to fulfill the Nov. contract. Letters to upper management have gone unanswered. I can't get past a certain employee in customer loyalty. They also have poor tracking system and are unable to track which contractors were sent to my home and the days of service. I find this very troublesome and dangerous.

1 week after signing up there was a 169.00 pending transaction in my bank account. I immediately called and asked "what was going on, I was told nothing had to be paid until June." The woman on the phone said she didn't Know why I was told that, there is always an installation and first month fee immediately after she gets the request for a new system. I explained to her what I was told and then I said I need to speak with a manager and she said we will get back to you within the hour. So then the young man who sold me this system calls me about 20 minutes later and apologizes and says that he told me he would cover the installation fee but the first month would have to be paid and I would receive a check to be reimbursed, and I said, "no, that's not what you told me. I am not supposed to pay anything." So he again says he's sorry, "I've never had a complaint before, I'm sorry, let me try to fix this."

Then I said "I would like to just cancel. This is already becoming a headache and I don't want to deal with it." He said "that shouldn't be a problem but let me talk to my manager and explain to him what has happened." And he texts me back and says "my manager will be contacting you to speak with you about this. But, you can't cancel because we're past the 3 day mark so, you're in contract now. There's nothing I can do." It was the 5th day. So, I'm waiting for this manager to call me and surprise, he never does. I Contact the sales rep and he says "oh, I just spoke to him and I explained that I'll cover the 169, the first month and the installation fee for you. It's coming out of my pocket. And he said that's fine." I said "ok." And he said "you'll pay nothing until June." And he apologized again.

So, yesterday I'm checking my bank account and what do we have? Another pending transaction for 69.00. I called the sales rep again and he said the pending transaction is for my first month and I won't pay anything next month, in June. So needless to say, I'm very upset, I wish I would have never signed up with them, I wish I would have read all these reviews before doing this. This has been a bad experience since the beginning. I just wish I could cancel and make this go away. If I'm having a hard time 1 month in, I can only imagine what the next 2 years and 11 months will be.

I was harassed for 45 minutes trying to cancel and nothing has been done. On top of that they stated they have not received my letter to cancel. I assured them I sent it, for this reason exactly. I am human and cannot control the Post Office. Maybe they should offer a fax number or email address to send a letter. That way they have it on hand and maybe still ask us to mail the same letter in. Something I have been trying to call and speak to someone in customer loyalty department and I was put on a like for a call back and no one has called me. Monitronics has no problem signing you up and taking your money but they give you the runaround to cancel. Very disappointed with this company.

I called this year needing info because my husband job was moving us. A young man filled my ear with good news. That I can move for free and Monitronics would provide me with a package at my new home. He even told me that my system at my new home would be $30 a month and if I need to keep my system at my old home for a while I could for an even cheaper price with an extended contract. I was really happy about that. He provided me with his info so I could contact him back when I moved but I misplaced it.

Now here is where the huge problem begins. I called Monitronics when I was getting ready to move so I could have the system in my new home asap. Told them what I was told by the other guy. Was then told I could only carry both systems for a couple of months by this representative. I accept the change because they still said I could have the new system for $30 a month. I was then also told that because the system was built into my first home that I couldn't have all the extra things like front door keypad, wifi connection and other stuff unless I paid or extended my contract. That really bothered me. I told the lady I don't like long contracts because of my situation with the first alarm company I was with. I told the lady I would pay out of pocket for some of the stuff. But she seemed to try to help by telling me what I could get with a little longer of a contract and it sounded good.

So I started adding years to the contract to try to get what I had in my first home plus windows. Told the lady I didn't know how many windows I had in the new home yet until I got there. She gave me an option to pick between 11 windows or 5 windows and one glass break plus all the other things I had in my other home for a 5 yr contract. I was told I could pick what I wanted when the tech got there. When the tech arrived at my new home he told me that I already had the package Monitronics was offering me. Which was the 3 door sensors, motion sensors, I even had sensors on my windows. He called Monitronics and discussed this with them and had them on speaker if they had any questions for me. He discussed with them everything I would be getting and best options for me. At the end I heard a few things named even a tuxedo mentioned.

The tech went over these things with the representative a few times to make sure they were on the same page for what was best. And they were but I told the tech I had to change the contract because my windows where already wired and I didn't need a extra year on my contract. When I called the company again I was once again told something different that I couldn't carry both systems at both homes for that time frame. Now I was told that I could carry my system at my old home for a month. And was given a date when it would expire. Once again I accepted the change. And was once again assured my $30 rate and a year was taken off my contract which I had agreed to add for window coverage. So I was now agreeing to a 4 year contract for what I had in my old home for $30 a month.

Finally I was about to get my full system installed after waiting almost a week. When tech came out he spoke with a guy name ** who was supposedly a manager. ** wanted to up my price by an extra $2 a month and seemed to have wanted to up my contract as well. He also didn't want me to have the tux. I did get confused on the back and forth changes. But ** was also a liar!! When I told ** I would rather pay for some of the equipment out of pocket he started quoting extremely high prices I never heard before. Most prices were 50 to 100 over what I was told by other representatives. He started downing the tech. And in my opinion downing other representatives talking about how long he has been with the company. For example I had three people to tell me window sensors were 40 dollars within the past year in a half. One even told me they were $75 but they give the discount price of $40.

When I asked ** he said windows were 160 and that the people I spoke with were all wrong. Haha! How can that many people be wrong? Bothered, my husband asked for someone over him and he said there was no one over him. So ** is the CEO or two positions down from the CEO? When my husband asked again for someone over him he named someone named **. Told my husband He would have ** to call him on two different occasions. This ** never called my husband. ** was more than likely a made up person. ** also told me he would call me back with a recording, he never did. He never called the tech back like he told him he would either.

I called Monitronics back and spoke with a girl who told me my contract would remain 4 yrs for $30 a month like I was told in the first place with everything I wanted. But she said she could not sent me this in a email. So I had to take her word. After tech put in system. I Checked my bill and it was 32 dollars and some change. And they even canceled my service at my old home almost a month before time. Thank God all my belongings were out of it. Called and Asked a representative about the extra $2 dollars. She said tax. I didn't get taxed on my old system. Nor was I ever told my system would be $30 plus tax when I agree. And I had the girl to repeat her self a few times on this price. I was made to believe it would be 30 even just like I was told at my old home it would be 36 even and it was!

I decided not to fuss about the cancellation at my old home considering the home is now under contract. But in the end Monitronics got what they wanted. ** got what he wanted after lying to me! I requested 4 extra things in this home. And they didn't have to provide me with their package that is about $600 of free equipment.

The way I feel is since they didn't have to provide me with their package they could have covered a couple of the things I wanted from my old home. And I could have paid a couple hundred out my pocket for a 3 yr contract. Can't take them for their word. They could have at least kept their word on the even 30 dollar price. The first move in my opinion can't be considered as free in any way. Two and a half years from now I plan to pay the contract off and cancel. And from then on, no more alarm systems. After all I went 27 years of my life without one. Or I will go with a company that won't stick you with a contract. Like EMC.

Original Review: May 11, 2015

This company makes it impossible to cancel a contract once you're with them. They also refuse to turn over information on the system you have paid for like passwords to the system, rendering it useless to everyone but them. This company needs to be reviewed by some state DA's.

Original Review: May 8, 2015

I can't say enough bad things about this company. Their sales person was a liar. The equipment is cheap. The batteries kept dying and even after I replaced them it wouldn't work. I would get 10+ emails a day about the sensors no longer communicating with the main unit. And good luck if you ever move. What a nightmare. Horrible customer service and all around horrible company. Do yourself a favor and go with a reputable, well-known company.

Original Review: May 5, 2015

I signed up for a year and hidden in the contract for 5 years or have to pay $2,240! For the system that I don't use and annoying. Watch out for those contract. Read the fine line.

Original Review: May 4, 2015

Unbeknownst to me their billing cycle is a month behind. They want me to pay $30 to cancel and another month and my contract was already up. They said they were still monitoring me, but they didn't even call to see what was wrong with the disconnected system.

We have always paid our bills and I have told them we cancelled legally and paid the buyout fees and now I have ordered my cancelled check because the obnoxious attorneys are reporting me to the credit union even though I do not owe them a dime and have correspondence and soon-coming a cancelled check from two years ago to prove it. These security companies are a scam for the most part. We are extremely unhappy and will take action with our own attorney if they do anything to damage our credit ratings. Don't need this aggravation. It would be one thing if we owed anything but we don't. I would not recommend Monitronics to anyone if they were the last company on earth.

Called to cancel my contract and I was told I needed to send a letter to Monitronics explaining why I wanted to cancel my services to a PO Box in Dallas which I did. Called them to check the status weeks later and they said they never received letter, of course convenient for them. Don't understand why, after having documentation and complaints, and I called. They want me to send another letter. I'm very upset with this company. Very bad customer service. At this point I don't know what to do.

It could have been a worse incident than it was but when I called, not only was the rep unprofessional they told me that only my hallway was protected and that if I wanted more protection I could get more for a price. I said “Why would I only want my hallway protected? That doesn't make sense. That's not what I was told.” The rep was no help. Thank god that I had manual smoke detectors in my home since the only I had from Monitronics was a headache and wasted money.

Don't try to call these people. You will die in telephone hell. So now we have a system with no camera, a door giving false readings, a siren that doesn't work and a system that reverts to "home" after you've set it to "away". By the way, I did have to pay for this excellent service. We have U-Verse and AT&T replaced their equipment for free with no service charge. All I want at this point is my contract to be dropped so I can get Mickey Mouse to monitor my house. He would do a better job. DO NOT allow this company to monitor your system.

SO my husband called. Talked to an agent who said "well I do see here in the notes section that you are supposed to have a promo, let me have a manager call you back." So of COURSE the manager NEVER called. Big shock right. Instead the billing department called looking for payment. So my husband decided to try to call and talk to an account manager. This person said "well you waited how long to call and tell us this and this is not what you agreed to." Pretty much saying we are out of luck. So here I am today trying to talk to a manager and have them keep their word to what was originally promised. Which I am sure WILL NOT happen. Do yourself a favor and do not trust this company. And DO NOT sign anything with them.

Deceptive Billing, Harassing Calls - I have been with Monitronics for 7-8 years now. I have not actively used my alarm for a number of years for various reasons that do not have any bearing on this complaint. Multiple times throughout this business relationship, I would fail to receive a monthly bill from Monitronics and this would go unnoticed by myself. The following months' bill then indicates I only owed a single months' payment. I would pay the amount indicated as being due in big bold text on the bill.

Things progressed as normal for a couple months. Then the calls start. Multiple robocalls 3-4 times a day every day saying I have a balance past due. To be clear, I have no problem paying for services rendered. The problem here is that if there is an amount overdue, it should be indicated on the following months' bill, which HAS NOT been. This effectively results in a hidden months worth of overdue payments and a continually accruing late fee.

Using the most recent month’s bill as an example, the bill indicates in big bold text, the amount due is $85. I received this bill on 4/20. Yet for the several weeks leading up to the receipt of this bill, the multiple phone calls EVERY DAY have been indicating I owed $125.73. So there you have it. Hidden amounts due that result in continually accruing late fees. If I paid the amount due as indicated on the bill, I would STILL be considered overdue and the phone calls and late charges would not stop. Hell, I received one such phone call while typing this very review. It is because of these dishonest, deceptive billing practices and harassing phone calls that I am cancelling my service. And this wouldn't be the first time I've attempted to do so, which leads me to the second half of my review.

Cancellation - Want to cancel over the phone? Forget it. You call up, provide all your info, security phrase and everything, and tell them you want to cancel, and you'll be transferred to an Account Manager. What these people really are are customer retention specialists. These people do not take "no" for an answer. You will sit there and argue with them forever before they finally give in and tell you "you have to MAIL in a written request to cancel." What is this? The 19th century? This is the 21st century, the digital age. You want a written copy? That's fine. I should be able to email it, scan it and email it, or stepping back a few decades to the 20th century, FAX it. The fact is, they want to make it as difficult as possible to cancel your service. The longer it takes for them to be to process your cancellation, the more charges they can hit you with.

When they do receive your letter, assuming they receive your letter, you are called, yet again, by another "Account Manager" (customer retention specialist) who will ask why you are leaving (even though the reasons are spelled out in the cancellation letter in which you specifically instructed them not to contact you with someone trying to save the account) and argue with you in an attempt to keep you from leaving. I ended up having to hang up on this guy because he would not listen and he had already made me late for work. I ended up calling back later to confirm my service was to be cancelled.

After being transferred to 4 people, I ended up back speaking to the guy that had called me earlier. After more arguing, I learned it was scheduled to be cancelled.... on 5/20... a full month and a half after I mailed the cancellation letter. Long enough to rack up another month's bill and late fee. They refuse to waive this final month’s fee, or even the late fees, for service I do not use, do not want, and already provided written instruction to cancel my service. But why should they do right by the customer when they have already lost my business?

The woman then gave me options that still did not match what I was receiving. I asked why they did not make some offer in the past four years to stay competitive; she said they did not believe in bothering customers. I told her that saving me money or upgrading my services for the same cost is not bothering me. I explained it was a done deal and that is when the conversation became rude and one sided. She would not listen to me - cut me off - continued to talk over me, raised her voice, and really pissed me off. I told her that even if she could have made me a better offer I would never do business with Monitronics again - just because of that treatment. This is now going on 30 minutes. I was on my cell, hands free, in my car and thought it would be easier, i.e. 5 minutes.

When she finally shut up and ran out of repeating offers, solutions, and counter offers, I straight out said how do I cancel. She immediately read off so much information that if I was sitting at a desk, I could not have been able to keep up. I explained I was driving made no difference; I had to have her wait until I could pull over. I had her repeat everything at least three times because she was snappy, rude and would not slow down. I am still angry with that treatment and will tell all my neighbors, my co-workers, and fellow veterans about this encounter. I am a disabled Vietnam Veteran and believe no one veteran or non-veteran should be treated like. It is a disgrace to Monitronics to continue to have reports like this. I would guess I will pay at least 1-2 months service before they really cancel me. It will now be worth it. SINCERELY, A NEVER TO BE MONITRONICS CUSTOMER AGAIN.

So we get it working, the panels that is. I asked for them to send someone to check on all the zones since I have a big house I want to make sure they are working since she had me reset the entire alarm system. She told me I would have to pay for that. I told her about my credit from January. She said "oh you have to call back for that during business hours." When I'm working too. So I have to spend working hours talking to them and most likely arguing with them and being transferred all over the place because that has been my previous experience. Would I recommend? Absolutely not. By the way I have a brand new home. Not an old one with wiring problems. My only problem with this house is this alarm.

When trying to call, I have been on hold for over 15 minutes. In the two times I have been able to speak with someone, but was told they had no record of my notice to terminate. There is no way to contact them other by telephone or by send them a letter to the address to which payments are sent. Now it is threatening turning it over to a collection agency. I am firmly convinced there is no communication between the various divisions.

Second, I called Monitronics to ensure they would not automatically renew my contract. I was already disappointed in the hard line issue. Despite the request for cancellation, they still automatically took payment each month. I called many times to cancel my services and they kept taking the payment. Finally, after a year of calling and requesting cancellation, I had my bank cancel my credit card. Then the calls started.

It was only once the calls started (from them) that they informed me that I had to cancel in writing. They said they needed my signature to cancel. I offered to forward them an email with my signature and certificate of time and date as proof of my signature and they denied even that. They said they needed it in writing as well as the past few months of payment with the future payments until they shut off my account. They told me that it would take a month or two for the billing to stop!!!

Not only that, but they kept trying to sell me upgrades! I just wanted OUT. They offered to upgrade free of charge and even argued that I needed the security system. I told them that I lived in an area that was heavily watched, I have a large dog, a 7 foot fence with neighbors on both sides, and a 357 Magnum to meet my burglar with... That still didn't work - they had an answer for everything and kept arguing the need for services. Now I get calls 2-3 times per month from a salesperson trying to upgrade my services and reminding me of my unpaid balance.

I WANT OUT. I have now resorted to contacting a lawyer to help me get out of this and have resigned to let this go to credit. Even after telling them of my desire to let this go to my credit report, they keep billing me and won't send it to credit. Despite all this, I have always been polite - up until the last call. I finally gave them a piece of my mind - and they remained polite as well. But nothing has been resolved. I gotta give them props for their tenacity; but I now feel that my security company is the real thief... Frustrated and taken advantage of...

I have made, yet again, multiple phone calls trying to get our money refunded as I do not feel we should be paying for a service we do not have. Each and every time I call, I get asked to call someone else or transferred elsewhere and it never gets resolved. For a company that specializes in security, I am beyond disgusted at the quality of customer service we have received and just would like our money refunded and this relationship to be terminated.

Upon calling, I was then informed that I needed to send something in writing at least 60 days prior in order to cancel. They then told me to read the contract that I had signed years before. I don't know how many people remember everything in the contracts they signed by their service providers. I know I don't. I do however expect customer service to provide ALL of the information to me when I specifically stated that I wanted to cancel my service. I think it was done purposely just to try and get additional payments. If you don't have a photographic memory, do not sign up for this service.

This company is a scam. They may be adequate at alarm monitoring, but good luck getting off their service if you sign up. BEWARE, do not sign anything with this company.

There have been five different technicians here to correct the same problem and the last company that Monitronics sent said that the sensors were installed improperly and due to the first company's poor installation of the sensors using screws and epoxy on my insulated garage doors, both my garage doors were damaged due to the sensors now needing to be moved to another location. I have been told so many times from customer service “don't worry we will have the system fixed” but seriously five times and the system is still not working as it should be.

I have been paying for monitoring service for a system that don't work and all I was offered was a partial month credit for my inconvenience. Really??? And then I was offered a carbon monoxide detector for $100 instead of $150. I refuse to put out money for a system that fails in every single day. This is absolutely ridiculous. My home and families well being is at risk and now I have to wait a few more days to even try to get someone here to TRY AGAIN to make this piece of crap Monitronics equipment work.

When the March 2015 payment was deducted, I contacted my bank, explained that it was an unauthorized payment, and they recouped my money. I received a call a few days later from one of their customer service reps wanting to know why their payment had been recouped. I explained all of the above, and she said, "I see that confirmation of cancellation in your account. I am sorry to have bothered you." I thought that was the end of it.

Until today. I just received a call from Monitronics. When I called back, I was told by their automated system that my account was overdue by a little over $125.00 and I was given only the options to pay it or arrange for later payment. I tried pressing 0 to get a customer service rep. I was told by their automated system that that was not a valid option. Now I'm mad. I'm done with this. Not wasting any further time on it. I'm filing a complaint with the Better Business Bureau.

My wife detailed that this was due to me losing my job and her not having a full-time position where she is and that the alarm contract was up and we needed to cancel. She was transferred several times and finally ended with a CSR telling her that she was being sent to the department handling "Moving Services." My wife got upset and stated bluntly, "I just want to cancel. How much can you possibly humiliate me?!?!" The woman then said, "Well, if that is all, it requires a letter. Thank you," and hung up. No address offered, no follow-up, no apology for the bearish manners from several CSRs. We searched and searched to find the PO Box and finally did, mailed the letter in February of this year, and still no word and still debiting our account. I want answers and I want my contract cancelled!!! WE HELD UP OUR END, HOLD UP YOURS!!!

After explaining our situation to the agent, she advised that we did not change our contract, showed NO notes of our conversation 2 years ago, advised there was absolutely NOTHING I can do about it. I asked for a supervisor and she said there was not one available. OF course not!!!! I demanded one and she then put me on hold for another 15 minutes... came back to tell me that there was nothing I can do about it. There needs to be a law against this. Life happens and things change. Something has got to give and customers should be able to opt out under certain circumstances. Beware!!!

Anyways, we got over that. But we recently sold our home. The new homeowner wanted to get a new alarm company. But the alarm is locked so that only Monitronics can use it. There is a master code to unlock it that they will not provide and will not send someone over to enter. I understand if they don’t want to tell us the code, but not being willing to send someone over is just dumb. So now the homeowner is having to pay to have the system removed and replaced with a new one. The person we talked to on the phone was not only not helpful, but rude in the conversation.

I have a lot of brothers and sisters and a lot of in laws. My sphere of influence is not small. Let’s just say Monitronics definitely just lost a customer in me, and a large amount of potential referrals. You can keep your control over the alarm system in that one house at the cost of several more customers. I hope it was worth it to you.

Two weeks later, we see that another monthly payment had been deducted from our checking account! My husband called and talked to a customer service representative who informed us that the new homeowner had taken over but then decided against the service a couple days later and cancelled. They put the contract back in our name, reopened the account to an address that we no longer live at, and charged our bank account without authorization. I am beyond angry and called my bank to put a stop payment on the charge and file a claim since we did not authorize the withdrawal.

I spoke with the new homeowner, the reason they decided not to continue service is because everything that they were promised over the phone with Monitronics was not available when the tech came out to install the system and they would need to pay $700 in order to get what they had been told would be included. Unbelievable. I will advise friends and family against using their services at any opportunity.

Original Review: March 23, 2015

We have been clients for 1 year and this is a problem that started this weekend. The last 2 days we began receiving phone calls from Monitronics support saying our alarm on 1 of our homes had been set off. They claimed it was the motion detector each time. We had left the house, leaving an 11 pound 6 inch tall dog at home. At the time of the sales presentation and also at the installation they assured us the dog would never or could not set off the alarm. I called technical support today and was told that is not TRUE. We will be researching other security companies for a better solution to protecting our homes.

A new battery would withstand that, and the battery lost power BEFORE any power outage. I'm sure this is not a cheap battery. I got a partial new system, and I have to replace the backup battery myself, plus I feel I'm being charged for a whole new alarm system! I wonder if all new customers know they must foot the bill for a backup battery? Thanks for nothing, Monitronics!!

After having to justify myself to their representative, I was informed that I would have to write a letter to Monitronics directly with my signature and that after it was received I'd be billed for 30 more days. They tried to claim that this was for my security, but that makes little sense. I had already given them more information than was required to cancel, but that wasn't good enough. Instead the representative got more and more pushy and kept insisting that it was in my contract. I tried to explain to her that it very well maybe, but that I didn't care and saying such only makes the customer experience worse.

After I incorrectly wrote down the PO Box so I called back in. Of course I had to call in to cancel a false alarm number because you can't find the number cancel an account, nor could you find the PO Box number online. After being on hold for 5mins to get the false alarm person I was then on hold for 10mins to get to accounts. The guy wouldn't give me the PO Box and then tried to argue with me about how this was for my safety. I explained to him that it's actually not, it's so that Monitronics can make more money of people who were silly enough to sign this contract.

I explained that anyone who could give him all of the information I just gave him (which is the same as what you have to send in) would have absolutely no issues sending a letter to them. I asked him just to give me the PO Box but he kept trying to convince me of how this was for my security. He only stopped when I told him, "I'm not looking to argue with you, I just want the Address." Bottom line this is abysmal customer service and you'd be a fool to do business with them. BTW that PO Box number is PO Box 814 530 Dallas, Tx 75381 just to hopefully save you some time.

I am now a single mother and cannot afford $2100 for a service I have not used for a year! When I speak with a manager at Monitronics, they tell me there is nothing they can do to help me. I feel like this is such a scam! Monitronics is just buying up contracts without consumers knowing and then the rules change! I even offered to pay something to cancel, but that I can't afford $2100 but was still denied!! What are my legal rights? I could get an attorney for less and I'm sure they'd cancel my contract!

I received the formal letter of release today and appreciate it.

Victoria

Original Review: March 16, 2015

I have been a customer with Monitronics for over 5 years. I have recently moved and was shocked to learn that in order to cancel my service I had to jump through hoops and be subject to high pressure sales to 'move my service'. After explaining that I was moving to a home that I did not need their services for the tenth time, I was told in order to cancel my service I not only had to tell them but I had to write a letter. They have no access to your contract online or do they provide any information at all regarding cancellation online. I did as they required and provided my exact move date.

Imagine my surprise 3 weeks after moving from my home that there is alarm activity at my home! I no longer own this home! I provided the proper documentation and upon calling was told they had up to 60 days to actually cancel my service! I was told that they told me this. LIES. I will be filing a proper complaint and would never suggest a company that tries to bully and deceive a client into keeping service.

So that night, the paperwork was filled out to get the service in their name and he took a copy of my orders to make sure I wouldn't be charged an early termination fee. I paid you guys the full amount in February though I only had service for two weeks and then the entire bill was drafted from my account again in March. I cannot call to the states right now, so I had the new homeowner call for me to try to get it situated. You guys told him that you cannot refund my money. I don't understand this. They paid you guys and so did I. You can't just get two different people to pay you for the same property. And not giving my money back is just bad business. Please tell me who I need to speak to in order to get this straightened out.

So I called to tell them it was forged and was rudely told that they bought the contract so it is not their problem but mine. I should jump through hoops to clear it up instead of good customer service and stating they would cancel it out. Then when I said "I would have my attorney handle it" the supervisor started saying I was changing my story and he would be documenting all this to which I replied "Why are you putting words in my mouth I am not even saying" and he said "So I can forward it to our legal team and note it in the computer that I offered to fix your system and you refused." He offered this after I told him I had ADT put back in..... THESE PEOPLE ARE CROOKS and have the most horrible customer service I have ever encountered - not one decent person did we talk to in all the times we called.

Original Review: March 12, 2015

I have contacted them on several instances trying to disconnect my service. I have sent several letters but as of yet still have not heard from them about canceling my service. There isn't a phone number to any one Executive of the company let alone any other way to contact them. I am still trying to find out if they got 1 of my 3 letters of cancellation.

Original Review: March 12, 2015

We were told the alarm system was for three-years. We have had it more than three years and have moved. I called to cancel and was told contract was five-years and to cancel is $1000. The rep would not budge at all. We were lied to by rep and treated poorly by agent who said it is our own fault, even though we were lied to.

Original Review: March 10, 2015

Somehow a telephone number ** has been forwarded to my cell phone. I have been getting 2-3 calls PER DAY from a robo-caller indicating that I am eligible for a free home security system from GE that is to be monitored by Monitronics for $45-55 per month. I have asked them to take ** off their telephone solicitation list and listed it on the FTC's do not call list but the calls continue.

She was also going to review my two telephone conversations with their customer service agents to analyze how my calls were handled. Based on my experience with Ashleigh I am going to change my star rating, as I now believe the company does work with their customers... or at least make an effort to.

Original Review: March 9, 2015

I have had Monitronics for 8 years. I had one issue fairly recently when I called to inquire about fire monitoring service (which I thought I had), and I was interested in getting assistance with our current smoke detectors. The customer service rep couldn't find a record that we had fire monitoring service but encouraged me to schedule a warranty visit for the tech to look at our smoke detectors and possibly discuss adding fire monitoring. The tech came out and basically did nothing other than tell my husband if we changed the batteries in one detector that would probably resolve the issue with one of our detectors that was continuously beeping (saying they were all wired together). So, $60 later we ended up having to rent a ladder to replace the battery in the problematic detector because the recommended solution didn't work ($30 for the tech visit and $30 for a ladder rental). That's just the 1st issue.

I changed monitoring service over to Xfinity (Comcast) this past weekend (3/7/15). I called Monitronics to cancel. I held for 10 minutes for a customer service rep - who after asking me all of my security questions asked why I wanted to cancel. So, I went into the story and then he tells me that the Loyalty Dept handles those calls and they were closed for the weekend (not sure why he couldn't tell me that before I had to go into the "why").

I called Monitronics this morning, had to talk to Customer Service to answer all the security questions, ask why I was calling, then finally transferred me to Customer Loyalty (another 10 minute process). So after hearing why Monitronics was so much better than Xfinity, I was told that I had to submit a cancellation letter in writing (signed) explaining why I wanted to cancel. Once the letter was "received", my account would be cancelled in 30 days. Seriously? I can't scan and fax, or scan and email. Instead I now have to pay probably $10.00 to mail the letter, return receipt requested, just to have proof of the date of delivery. Then of course I'm sure it will go through multiple departments before it reaches the right place to honor my cancellation, then add 30 days to that? Plus, I was told that I would be billed for any monitoring service after 3/31/15. I don't have anything to monitor!

Is this just a way to get more money? Why does it have to be so difficult to cancel service? If you ever want to cancel, you must be prepared to defend your choice and be prepared to pay for non-existent service while the company processes the cancellation. To say I'm displeased is putting it mildly. I'm sorry I'm cancelling but in today's market, you need to be competitive and this seems like a very antiquated process.

So this lady takes the payment after I had send her an email with the buss add, etc and she tells me the acct will be canceled after that payment... Months after I find out I have another balance and that the acct was never cancelled... and unfortunately I have a contract with another alarm company. I've tried to help and I am just not getting it from anyone. I really wish I had kept you, your service and I have thought about going back when my contract expires with this other company but I need help now and I think as a customer I deserve to be helped with this matter... I really wish to speak to a supervisor or someone in this company that could help me solve this situation.

Original Review: Feb. 27, 2015

I was a loyal customer for 12 years, even with an alarm system that did not function correctly (motion detectors were set too high, you could walk all over the house and they would not pick you up.) I made a number of complaints about the system and eventually gave up. I guess I figured I was in a rural area and if the signs did not deter someone, it wouldn't matter anyway. (too long for the police to respond). The system would also cut off the house phone for no reason, and this was actually the final reason I decided to get a new system.

12 years I have paid Monitronics well over $4,500.00. They wanted a $1000.00 to upgrade my system and another 3 year contract. I chose another company and called Monitronics to cancel. The monitoring was canceled that day. BUT, to stop the billing I was advised it must be in writing, mailed to them, once processed (no length of time given to me on processing) they would cancel the billing/account 30 days after that. They said it is in my contract. I had them send a copy of my contract and that is NOT what it says. Monitronics is still insisting they get paid. FOR WHAT? Monitoring has been canceled, what service are they providing me that I need to pay for? Poor service all the way around.

I can see why customer rating is so low. The relocating dept basically has one response and that is, "Mr. ** you signed a 36 month contract." I don't recall signing this, but regardless the fact that a company is wanting to make me pay for 9 more months for NOTHING seems illegal. I am very disappointed in the fact that a company has no common sense in regards to how business works. You don't build customers by locking them into something in writing just so they will stay your customer. Doing what is best for your customer is what helps build your customer base. VERY DISAPPOINTING. P.S. I do not write reviews. This my first one ever. I am 30 years old. The service I received today was so bad that I had to do something!!

When I called Vision Security/Monitronics they told me that the police would respond. This is just after I got off the phone with the actual police. I also need to maintain a registration with the police, does Monitronics help me remember to do this. Of course not. Now I'm selling my house and am stuck in a contract I no longer need that should have been only two years.

Original Review: Feb. 26, 2015

A few weeks ago I called Monitronics to inquire about adding a camera. She told me it would be $480. Never offered a discount. So I went with another security company. When I called Monitronics to cancel they started saying I was still in contract, I had been with them since 2009. I own the equipment but still in contract? I think they are just being a sore loser.

Original Review: Feb. 25, 2015

I am relocating with my work from Florida to Texas. I have been calling for days to get a hold of somebody to assist me with this transfer. After days of unsuccessful attempts, and half a dozen of phone calls, I now don't even want to deal with this company anymore, and will find another provider. Sad that this company does not embrace solid customer service tactics, as I feel in general it was pretty decent monitoring service. So, I am forced to reach out different ways to cancel my monitoring services. If anyone at monitor ice is listening, fix these simple things and you wouldn't be losing so many customers. Please cancel my service!

We never received an email, bill or call from them before they decided to escalate this matter to a collection agency. Their service agents are incompetent and this company is extremely dishonest. I paid through the collection agency and now I have to see how this will affect my credit.

Original Review: Feb. 19, 2015

This alarm company has been a nightmare for my family! Thank goodness soon I will be able to change companies for good. They constantly call us with false alarm calls and the representatives that call have been so dumb that when asked where the signal is coming from, they say “I dunno", no training what so ever. The worst part is that many of these calls come as early as 3 am when my two year old is sleeping and all of the sudden the really loud alarm goes off and scares her to where she no longer wants to sleep in her room.

I get a false alarm or connection error at least once a month. I have never had a real scare, only false ones and I now live in this paranoid life where I don't know which one is going to be real or not. They sent out a technician and now they are trying to charge me a ridiculous amount of money for something that we didn't even get. I really am considering taking this issue to court and having them pay for the peace of mind they have stolen from my family.

But Monitronics have the right to call my home phone every day, four or more times a day leaving message about account that I don't have and leaving personal information. That's very surprising to me. Also when I told them I was not the person they were looking for, they give me the lady whole name and her address, Which I stated to them was incorrect. I would not refer this company to no one, neither will I ever use their services.

I had to call them a few times after the installer left. No problem at all. I usually get through to someone within 2 to 5 minutes. They were able to help me with my questions. I'm quite happy. I also like their touchscreen security pad. The best part is that the security pad tells you which window was opened or which door was opened (when they are opened) so you don't have to wonder. Finally, if something was open and stays open, the security pad is yellow and tells you exactly what you need to close.

I responded that I am retired and living on a fixed income and couldn't afford a settlement of that nature. I said that the most I could possibly come up with was $500. They decided to accept that payment to cancel the service. Since it was an offer that I made and it was accepted, the issue is technically resolved. However, I consider that I was victimized by deception and fraud in the initial sale. A hard lesson learned.

Original Review: Feb. 13, 2015

We were approached by a door to door sales agent. The pitch that we received was that they wanted a household in our area to receive a free alarm system as an advertisement in encourage more sales in our neighborhood. We were advised that we could cancel after one year so long as we used the system during that year and displayed an advertising sign in our yard. We actually kept the service for 27 months when we sold the home and retired to another state. The sales contract indicated that the service agreement was for 59 months but the agent indicated that was there to lock in the price so they couldn't hit us with a service increase, but assured us that we could cancel the service after a year.

When I notified Monitronics that we had sold the house and wanted the monitoring service cancelled, we were notified that we had 32 months remaining on the contract and they would not cancel it. Whenever I talked to anyone about canceling the service all I got was pressure to have the service moved to my new home. Further, they continued to transmit daily photo images to my from the alarm system even after the new homeowner had moved in to our previous home. Despite bringing the situation to the attention of the President of the company and the Sr. Vice Presidents of Sales and Operations, the situation has not been resolved. I requested that the service be cancelled and no further monitoring charges assessed as was promised by the sales agent. Since that time we have continued to received past due notices, notification of past due charges being added and threatening collection calls.

We agreed he would come out today 1/18/2015 to do the work. He showed up at approximately 11:30 AM and completed the work. When it came time to pay he waived the $50.00 labor fee and apologized again for his failure to follow up with me. I certainly appreciated the gesture but felt it was only right to pay for the labor since I agreed to the total price from the beginning. Thanks for the help in resolving this, in the end I am satisfied with how this turned out.

Original Review: Feb. 12, 2015

Approximately 6 or 7 months ago I had a system installed by " Dan". I have had a couple of minor issues since the installation and have contacted Dan and he has either taken care of the problem or he last time around sent someone to fix the problem. When I had my last issue I asked Dan if there was such a thing as a remote siren because I can't hear the alarm if it should go off at night from my bedroom or if I am downstairs. Dan told me yes there was. I asked him if when he came out could he bring a couple of them and install them. Dan told me he only had one in his possession but he could order a second one. Dan said they ran about $50 each.

I asked him to bring the one he had and install it when he came to replace the faulty window sensor and order the second one and he agreed. Dan sent someone to replace the sensor the next day but when the tech showed up he had no Idea he was suppose to bring a remote siren or even if such a thing existed. He called Dan who supposedly told him he needed to order a couple remote alarms and he would get back to me. It has now been approximately 3 or 4 weeks and I have heard nothing. At this point I am not sure a remote siren even exists. If someone could help me with this I would appreciate it.

In December we actually had a real alarm. They called the house and we were gone. They called my father who was the secondary contact. He told them we were out of town. He called me and notified of the problem. I called Monitronics to find out what was going on. They told me a motion sensor had tripped twice and that the Sheriff had been called. I asked why the Sheriff when we live in the city and last time they called the city, who responded within minutes to a false alarm my son had triggered. They told me the Sheriff would call them back and they would let me know what happened. A police friend of mine stopped at the house ten minutes later and talked with the neighbor and entered the house to investigate.

The system was still armed and did not show signs of being triggered and all was good. He stayed around for over a half hour and never saw any on duty police. The neighbor hadn't either. I called Monitronics two hours later and they had not heard anything from the Sheriff and had not followed up with them or myself. That was the last straw! When I returned home, I switched monitoring companies and called Monitronics to cancel. I was told I had to write a letter to cancel.

I paid up my bill and sent a letter on January 28th. From the location I sent it from, they should have received it within a couple of days. As of my call to them today, they had not received it. I talked to the same lady as the first time. I think only one person works in this department and is avoiding canceling my account! I am sending a second letter, this time certified mail with return receipt. This is crazy! I should only have to call customer service and authenticate who I am and cancel my service. I could write pages more about the things I found wrong with their company management over the years, but it is not worth it! Good Luck all!

I am happy that the issue was resolved but I wish I did not have take the extra step of publicly calling them out for them to react.

Original Review: Feb. 10, 2015

Attempted to cancel my service with them, including the sending of a letter. They ended up charging my account after the request. I called back to request a refund/reverse of the charge. They informed my that they received the letter of cancellation the same day they charged my account, seems a tad coincidental. I would recommend that anyone trying to cancel with them put a stop payment/block with the bank/credit card the same day you request the cancellation. Currently going through my bank to dispute the charges.

My husband who is 80 and does not hear well wanted security put on this home. More than once I argued with my husband in front of this hustler that it WAS NOT what they said. The hustler just kept talking to him. Blew me off. This bill is in my name and I am held accountable for it. Instead of a 3-year contract, we were automatically slung into a 5 year contract. He signed the hustler's iPad and didn't realize we just got **. They hit our bank account hot and heavy and after more than 6 calls to fix this problem and promised it would be corrected, we were forced to shut that account.

Now we send a money order and here comes a bill for late charges, returned check (which we never wrote) and on and on. This is more than fraud, it's the preying on a senior citizen thinking they're stupid. I am outraged by this company and their GREAT LACK of integrity. I want out of this contract as from day one to this date, it has been nothing but lies. Straight-out fraud. Will turn into the Better Business Bureau in the morning and report to all news stations for help to get free of this company.

Original Review: Feb. 9, 2015

Faulty alarm screen - Contacted local number and tried to schedule appt. for 10 days to 2 weeks away as we were having our house painted. She kept contacting me during that time and I told her the painters were still here. Contacted her when painters left 10 days ago and she said she did not have anyone in our area. Have not heard from her since. The lady's name was Ruth. Tried to telephone 800 number and it is constantly busy.

Original Review: Feb. 6, 2015

I called your company on Monday, February 2, 2015 to get some information on upgrades available for my system. A friend of mine was getting a new alarm system and had referred her representative to me. I advised him that I wanted to give my current alarm company a chance to keep me as a customer. I then called customer care number 800-447-9239 to no avail. I kept selecting prompts and waiting for a service representative. I finally gave up and tried your sales number 800-290-0709.

When I spoke with a person I explained that I was already an existing customer, but was considering upgrading my system and that I need to speak with a representative. She told me she was transferring me to another person in another department. After waiting a few minutes, I hung up and tried again. I explained to the rep again what I was trying to do. Again, she transferred me to another department. Again, my call was never answered. My time is valuable as am sure yours is. I was frustrated and contacted the person with the other company.

I finally was able to speak with a representative today, who was very nasty on the phone. He also told me I needed to cancel my service in WRITING. The reason he said that was because I had contacted your company in writing to get service, which is NOT true. However, I have written my letter cancelling my service. I also told him about my prior phone calls and he basically told me I was a liar, that it was not true! I asked him why there was no information regarding cancelling service or better ways to communicate with the company and he said.."Well, we do not want to promote cancelling service, so we do not put it on the website." I had been with Monitronics since 2008 with no changes to my system. You would think that in 7 years they would have once contacted me.

I would summarize my experience as follows: Monitronics will monitor your house and maintains a solid industry response time. Keep in mind that they are quite rigid when it comes to "their contract" even after you pass the fixed period (typically 2-3 years).

Scott

Original Review: Feb. 4, 2015

Circa 2010, I picked up Monitronics service as part of a security upgrade and used the alarm system since. Only comment to share with you at that time was the installer sold the upgrade system with a 24-mo. service agreement; when it got to Monitronics somehow it turned in to a 'Standard 36 month service agreement and $40 bucks a month' etc. Not a huge deal since I was planning on using the service anyway, but a little annoying. Over the four years I had one false alarm that I recall and true to form, the alarm service contacted us, so I do not have a complaint from that standpoint - but admit that one event is not statistically significant. Fast forward...here is where you will rue the day that you signed up.

I am in the process of upgrading to a full wired-camera system and decided to turn "M" off since I have more than fulfilled the 36-mo. terms, and at the same time, the credit card that we use for their monthly billing was compromised so I figured that is a good point to terminate the service. Right? Wrong...the company called, sent me a letter and when I returned the call, found out that you canNOT turn the service off with a phone call, email or even signed authorization fax. I had more than one conversation requesting just that since the terms of my contract have expired. They should be able to authenticate me and turn off the billing even if it were at month's end (or so). No such luck. I prepared a letter with all the information that the agent requested and sent it Next Day red label along with a check for two months service.

They asked that I mail it in and when pressed for a physical address, still would not register the cancelation until a second associate could contact me (and attempt to preserve the business). This was a gentle badgering call suggesting that "M" was one of the biggest security monitoring companies, they could upgrade to cameras, they are buying up the smaller vendors, blah..blah and that I should stay. Seriously it took six or seven 'No Thanks' to get her to accept my termination letter. Good now, you ask? A few days later I received a phone call stating that I would be past due since the checks are processed in Illinois.

At this point I was beyond my patience level, and let that associate know that I was aware of these aggressive tactics and the next call was going to the Arizona and Texas corporation commissioners. This is a deny, delay and defend tactic that is extremely unfriendly to the client. I was a good client and paid them ~$4,500 with no hassles and then to be treated poorly when you try and check out. Nuts! I will never do business with Monitronics again and recommend the same for you.

I called and they said they "didn't get" my original letter. Oh, how convenient, just keep charging her. How about calling your customers to let them know you "didn't get" the letter? Then you couldn't continue to take their money I guess. So I sent a second letter. What do I get in the mail? A balance due statement! Are you kidding? You owe me $800. There's no way I'm paying you again. After seeing all the other reviews it's obvious I'm not the only one they've scammed. I'll be waiting for my check in the mail, Monitronics!

Original Review: Jan. 29, 2015

It was bad enough when we found we were not even being "monitored" for many months because we did not run our loud alarm for 1-1/2 minutes each month, but that was nothing compared to trying to cancel with these people! We cannot let an alarm go off for that length of time rather than just testing it regularly for a few seconds! Our cats & neighbors would be very frightened and annoyed by this lengthy "blaring!" Also, we have called them before each trip we go on, and a few times when calling to tell them to tell them we are home, the Monitronics employee did not know of this even being reported initially!

When we tried to cancel with this alarm company in October (by phone) after we had siding put on the house, we have been sent one bill after another trying to bill us for several months of service. We have had ADT now since then. The calls and automated calls keep coming. It has been a nightmare. We have paid them but the bills still keep coming. We do NOT want our credit messed up from this horrendous alarm company. Apparently, we are one of many hundreds of customers trying to "move on" from Monitronics and not succeeding very well.

Original Review: Jan. 29, 2015

After being under contract for 3 years with this company, i still can't get rid of them!! because that ridiculous letter they request to get terminated their service. Today is my second attempt (i'm gonna send a second letter with extra copies) and i hope no hear from them anymore!!! (I never sign any contract with them. I was with another company that they bought. I sign for 2 years contract; but Monitronics extend it to 3 for no reason.)

Original Review: Jan. 28, 2015

The system has not worked completely and correctly for nearly two years. If you do not personally test your system every month they take no responsibility for errors on their end or failed equipment on your end. They tie you into 2-year contracts when needed upgrades or better pricing is obtained. They are the worst company I have done business with in fifty years.

I called to inquire, and was told whoops! They don't cancel when you move under orders, and no, they never received the fax because the number they provided me (and noted in their system) wasn't actually one of their fax numbers. Okay. I tell them I will email them the information. I was reminded this is not their policy, but they'll do it just this once. I send them an email. Whoops! The email address they gave me doesn't exist. Thanks a lot, Dawn **, whoever you are... It's a really expensive service, and you will live with it until the day you die...

Original Review: Jan. 24, 2015

Realized this month that contractor disconnected alarm system over a year ago. I was living elsewhere and didn't notice autopay on bank statements. Totally my fault. Realized it in beginning of January, but waited until autopay had cleared on 21st so there would be no trouble. Called on 1/23 and learned of cancellation policy. I'd already accepted the fact I had paid them 14 months for providing absolutely no service since everything was disconnected and in a box. The extra 2 months (snail-mail only plus 30 day wait) seems like a slap in the face, always thought you should leave the customer with a good impression. And the truly amazing part is when I Googled it, there are literally hundreds and hundreds of complaints about the same thing. Seems like their social media director would see this myriad of lost opportunities.

At this time, I feel the matter was settled fairly. Special thanks to Ashley for her time and care.

Original Review: Jan. 24, 2015

I recently elected to upgrade my security system to AT&T, from Monitronics which I've been with for 3 years and 8 months. I called today to cancel and was told by the "Account Manager" that I should've taken the time to call Monitronics to see if they could upgrade me before going elsewhere. I advised that as a consumer, I believe it is Monitronics responsibility to keep me informed on upgrades and new equipment, which they didn't. The "manager" insisted on advising me of my responsibilities, and then had the audacity to tell me that I should leave AT&T, and upgrade with them. (This after spending an entire day having AT&T upgrade my system.)

I advised I'm good, and will stay with AT&T. The "manager" then tells me that I still have 16 months left on my contract, and will be responsible for any increases on the monthly bill. I asked her what was the cost to cancel the contract, and she advised me approximately $800.00, which would be due 30 days from this date. I never said I wouldn't pay it, but did state I thought Monitronics was unreasonable. This "Manager" begins telling me I should've given Monitronics the chance to make good on an upgrade, blah, blah, blah. I asked "if I elect to pay the $49.99 per month, will my contract cancel in 16 months automatically?" She advised I would have to call back and cancel the service.

So, bottom line, Monitronics expects the consumer to initiate everything, and will do nothing but take your money, whether you are using the service or not. AT&T was still on scene when I spoke with Monitronics and worked with bringing my cost down, to offset what Monitronics intends to rape me with. When Monitronics heard this, the account manager said, "Of course, because they're trying to get your business." When I asked what were they trying to do to keep my business... crickets. I reviewed the contract I signed in 2011, and will honor it. But I will never do business with Monitronics again, nor will I recommend them to anyone. The rigidity they exhibited let me know, the Loyal Customer Plan, they told me I was in, is simply a term, and not a plan of action.

Now, a couple nights ago they were calling my wife's phone with a collection attempt. She explained to them that we don't have their equipment or service and that our account was cancelled both by phone and mail. He transferred my wife to Sitnique in relocation at ext ** (according to Sitnique). She proceeded to argue with my wife for quite some time and would not listen. She kept saying we were in contract and the only way out was to transfer it to someone. My wife kept reminding her we are not in contract however she kept insisting that a contract was agreed to verbally. The call ended with her telling my wife that someone would have to get back to her in 24-48 hours as my wife insisted on receiving all phone call recordings.

My wife is 22 weeks pregnant and after getting off the phone with Sitnique was having contractions and cramping! This is the most absurd and ridiculous treatment by a business I have ever dealt with, I agree that there should be class action suit pursued! I would not even recommend this company to my enemies.

Original Review: Jan. 20, 2015

First off, read the small print. I am guilty of trusting a sales person and simply do not like to read all the small print details. We have had Monitronics for three years. Door to door guy gave pitch and offered more service for the cost which seemed like a good deal at the time. However, from day one we no longer set our alarm during thunderstorms as it always goes off. When we call for help we are dealt excuses and it has never been resolved.

We recently moved and wanted to go with a different carrier when to my surprise the three year contract I signed was actually 5.5 months. Seems that it started as three but as the sales person added more features to keep the upfront cost free he added years to the contract without me knowing. Upon my move, they nickel and dime and will not offer even a basic version of my current system without paying through the nose or adding years to contract. On a scale of 1-10, I would rate negative for customer service. They genuinely do not seem to care about the customer and have even told me on the phone, "I do not care sir. You signed the contract". Please do not use this company. They are horrific!

Original Review: Jan. 14, 2015

I called to cancel my acct after being charged 40 dollars a month and receiving worthless service. They said I had to mail in a letter signed by me and then they would call me back and confirm and then 30 days later they would cancel my acct. They make it difficult so people won't cancel on them! Ridiculous!

We continued to receive billing from Monitronics which was at a lesser rate and when we called the tech, he told us Monitronics did the monitoring and billing for his company. Several months later the keypad in our house stopped working (no sound) so we called the tech who told me to pop the cover and check for a broken speaker wire. When I removed the keypad cover a small round object about the size of a bottle cap fell out of the key pad, he told me to get a soldering iron and solder the wires back together. I told him I have never done that before so he told me to call someone like my son in law.

In May of 2014 we were forced to put our home up for sale because business was so bad we had to close our business and we could no longer afford our home. We called Monitronics and sent them a cancellation notice which should have been registered mail. We left the home in late June and moved out of state. Monitronics continued to withdraw money from our account until October 2014. Then I received a phone call in December 2014 and was told they never got my notice and I owed them late fees and monitoring charges of $120.00. I called and tried to settle with them. They said I would have to send another letter for cancellation of my service and pay for additional month from the time they received the letter, at that time they would send me a final bill.

I received another phone call at which time I was told that I had signed a long term contract and if I didn't continue service with them in my new residence until the contract was up or I would have to pay nearly $600.00. We told them the reason we moved out of the state of California is because we are both on social security and could not afford an alarm system or the high cost of living in California. We were customers of theirs in both our home and business for 7 years but they don't seem to care and have been rude during the phone conversations and now were are dealing with an over aggressive collection agency.

Over the years we had several situations were Monitronics were not very proficient. To note one, we actually had the alarm go off and the Monitronics operator called us and asked us for the phone number to our local police department because she couldn't find it. I had Brinks before Monitronics and never once had a problem and they were always helpful.

My previous payment was $60 for basic stuff. Since I signed the contract with security network company I guess I didn't read the find prints on contract. I learned my lesson again. First contract nightmare was with some health fitness club (I think they closed now). They auto renew my contract (maybe it was on that fine print again).Ffunny thing is that me and my wife went to that club less then dozen times all together in 3-4 yr, so it was like around $200 for each time I went.

Original Review: Jan. 13, 2015

(SECURITY NETWORK) = Misleading sales pitch. Stuck on contract with (MONITRONICS). About 1 1/2 year ago, door to door salesman from SECURITY NETWORK company (didn't know at that time) show up and say he is doing free upgrade for my existing alarm system and their company is in the process of taking over my existing company (don't remember exact word). Sorry for my English. And he also say one of my neighbors had break-in few days ago and they had land line alarm system and thief cut the phone line so alarm system didn't work and their alarm is wireless system with same monthly monitoring charge so I decided to go for it.

After installation was done there was about $200.00 charge for installation cost (I had no problem paying $200 since they did the labor) and monthly monitoring charge was $59.53 and I had to give my bank information. That's the only way they say can work, and I ask why monthly bill is higher? They say it's about $20.00 more monthly than I've been paying but he guaranteed I should save over least $200.00 a yr from my home insurance bill to make up for it and I believed him. Later I found out after talking to my insurance agency there was no discount and my existing alarm company was different than this company and I still had contract left with old company and I finally take care of contract.

So far I've been overpaying this company and I believe contract with security network was 2yr but call Monitronics today for cancellation due to selling my house. They say I had signup for 5-yr contract, and I was very upset that I never sign up for 5-yr and they say someone should call me in next 24hr or so about this matter. Well, I could live in this world without much contract that's how I am. Also with all my customers so far been successful over 20 yrs. If they don't like my service I say sorry. Is there anything that I could do better. They have right to choose what best service company provide, but this is not right.

Unfortunately I had already switched to another company or I may have considered staying and adding additional service. At the end of the day I understand that big corporations hold their employees to certain expectations and when those expectations are not met it reflects on the company as a whole. Clearly the gentleman I spoke to today was an example of how Monitronics would like to be received from its consumers.

I am in hopes that the feedback they received will only help them grow as a company and strengthen their customer service and sales techniques so they are consumer driven. Thank you for taking the time to reach out to me and for making me feel like I was important as a consumer.

Original Review: Jan. 12, 2015

I bought my new house in February of 2012 and wanted an alarm system to go with it. One of my co-workers had recently signed up with Monitronics and she suggested I give them a try. I had never had a home security system before so stupidly I did not shop around. Monitronics set up my service while we moved in which included door alarms, a key pad, an indoor motion sensor, and a outdoor camera. The guy who set us up had us sign "here, here, and here" after installation and left. We were in the middle of moving in so I wasn't too concerned because I had already discussed everything with my salesman and knew what I was signing (or so I thought). This all seemed great at first until after we got settled in we realized our camera did not record or take still pictures nor were we fully covered by our alarm system because every window was left for easy access and no alarm trigger. When I called to get window alarms I was told it would be $185 for 5 windows but 99% of break ins happen through doors so we should think about it.

We left for vacation a few days later and received a Welcome Call from Monitronics while we were gone. The woman introduced herself and proceeded to go over the paperwork I signed including the part that EVERYONE failed to mention that I was now in a 3 YEAR contract with them. I now had 3 years with a company I wasn't impressed with and honestly had never heard of before and there was nothing I could do about it (READ EVERYTHING). During that 3 years, my key pad broke and I called to get another one and they want to charge me $30. I am like, it's wear and tear and of course they want to make money, not keep a customer so a new one was never sent. I also somehow how a billing issue one time toward the end of my contract and received threatening phone calls but nobody could figure out why I even had an issue. It took me talking to 4 representatives over several days to figure out I had paid after the due date one time and it threw their system off.

Moving on... It's now Jan 2015 and we haven't used our camera in about two years because it's pointless, we have no key pad, and I question if my alarm really works because there has been multiple times it should have notified Monitronics yet we never got a call. On Jan 7th 2015 I called to cancel service, it's been my 3 years woohoo!!! I was greeted by a VERY pushy salesman trying to get me to stay with them and even after I said we are switching to AT&T Digital Life, he started talking bad about them and saying they are lying about the equipment, including a camera that records and takes still pictures. He never offered a discounted rate or to get me the equipment I wanted. I would think after 3 years I would get some type of perk. I knew I had to give them a 30 day notice (which I was trying to do) at the end of the call I had just had enough and said I would call back because he would just not stop.

I called back on 1/12/2015 to cancel and again another super pushy sales person. I told them "listen I am cancelling, I have my new equipment at my house waiting to be set up." She tells me "okay great we can go ahead and cancel but we need it IN WRITING so once we receive it by mail it will be 30 days from that date so there will be additional charges." -_- I am sure you are all thinking now this is a company you want to deal with. They have lied from the get and the service, including customer service , deserves a -10, it is that bad. I am writing my letter now and I will let everyone know DO NOT DO BUSINESS WITH THIS COMPANY unless you enjoy working with a company that cares about your money but not you... Disgusted and overjoyed to not be a consumer of Monitronics after 31 days (I am sending the letter overnight express lol)...

We decided to cancel at one of our businesses last year. That took 3 Months for them to stop taking money from us. They have rules that must be followed as far as turn off of service and stop of billing. And so to stop service you must write to them. Then they phone you and are so pushy and rude that you won't be enjoying that phone call. And even then after the letter sent and the phone call they must bill you one more time for no services that you are receiving, but it is their policy of when they can stop taking your money.

About every 3 or 4 years the battery in the monitoring system goes bad and a replacement is needed. I phoned the other day and let them know that we need a new battery and that we no longer have a land line and have not had a land line at the location for almost a year. I was told by the representative that they cannot monitor our property without a land line. Well I guess that the new battery won't be needed. I will begin today with the process to cancel the service. It is my hope that this won't take as long as when we cancelled our other business. I also hope that when they phone to confirm that the rude and pushy nonsense is not put upon us again.

Updated on March 24, 2015: If you want customer service, find another company. I wrote a very negative review 1/2015. After that review I received a call from Monitronics stating that my account was reviewed. The account was no longer in collections. I was also reassured that my account was closed at a zero balance. I was given an email contact and was told that I would receive a notification letter resolving all issues. Well it's been two months, no letter. I sent an email requesting the status of the notification letter, email is no longer valid. Considering the negative history, I'm now in fear of the collection roller coaster again. If I had a reliable contact at Monitronics I would write them. Unfortunately that run around empty promises has prompted me to write another unfavorable review.

Again, this has been the worse company to deal with. I even called them and asked nicely to renew my contract and move forward and not pay whatever back balance I owe - nope not willing to do that either. AHH FRUSTRATION. I AM NOT paying the full cancellation fee. I am NOT going to force my service on someone else and obligate them to a new 2-year contract. I am NOT going to buy the equipment. I want out of it altogether!!!! You guys screwed up. I'm not going to pay for your mistakes. I attempted to make it right, but no one wants to work with me. I will gladly pay a reasonable PORTION of the cancellation fee for the time LEFT on my "contract" but there is no way in hell, I will pay the full amount. And the more time that goes by, the less I should have to pay.

Every time I talk to someone, I get the same answers, and they always promise to let me talk to a manager, and it never happens! I just keep getting calls from the same entry-level people who you guys hire off the street. They work there 2 weeks and quit because people like me, who need legitimate assistance, get angry and yell at them. In fact, just today, a guy called me and left me a message. I called back and asked for that person. They said he wasn't available. I DEMANDED that I talk to that person, and they tried to get information out of me. I refused information until I spoke to that person. They hung up on me!!!

I called back and the same lady answered, and immediately put me on the phone with a "manager". I said "THANK GOD! I have been trying to get a manager on the phone for 4 months now, maybe you can help me." (I was truly optimistic.) She ensured me that she would do her best, and I spent 6 minutes explaining 4 months worth of frustration to her while she looked at my account and reviewed notes. She said, "Okay, I understand. Let me see what I can do for you. Hold on a minute." And put me on hold. And I held... And I held... And I held... And 10 minutes and 38 seconds later, I hear "CLICK" and I say "Hello???? Hello???" And then music starts, and I hear “Thank you for calling Monitronics. Your call is VERY important to us. All available representatives are busy at the moment. Please hold for the next available representative.” I held for another 8 minutes, just so I could scream at the next unfortunate person who answered the phone... I couldn't believe she hung up on me and transferred me back to queue. But NO ONE answered so I hung up, looked up Monitronics, and saw that there are OVER 500 complaints here!!!

I didn't even sign the contract with Monitronics. I signed up with Point Security, who signed me up with security networks on their own. Monitronics CANNOT produce a contract between myself and their company. They REFUSE to... I have asked... Yet, I get calls EVERY day, and I get letters saying, "If you don't pay us $280, your account service may be interrupted," and I finally got one saying they were going to send me to collections... 4 months later.

Long story short, I have spent A LOT of time on the phone with these people over the last 4 months, and have NOT gotten ANYTHING that resembles assistance. And you know what??? I have read a LOT of the responses FROM Monitronics on this site, but I would really like to hear from the posters as to whether or not Monitronics ACTUALLY helped them like they said they would. I seriously doubt it... So I'll tell you what... If they respond to me and I ACTUALLY GET A RESOLUTION, I'll come back and post one. But... if you don't see one, just assume they never did anything to help me.

Every time I get a collections call, I will add a new complaint from this day forward, on this and every other ripoff website I can find (I already have 14 more open in other tabs waiting for tomorrow's daily call). IF YOU ARE WITH MONITRONICS AND TRULY WANT TO HELP ME, then I need an EMAIL from you and a direct line where I can reach YOUR desk directly, not be queued up at the collections desk. If I call and they pull the same crap they did today about "that person doesn't exist," I will go insane. Thanks... Reluctantly optimistic...

Original Review: Jan. 8, 2015

We had a guy that came thru and went all around our town "selling" or signing people up for these home alarm systems. It sounded so great, all the things that they would do for you and of course if you weren't happy with it you could "cancel anytime". I should have realized when he wrote over and marked through everything on the contract with a highlighter that there was some kind of catch. We had one installed in our home and business. Now at the time we owned a restaurant and my husband specifically ask him... "What if we have to go out of business and close the restaurant" because everyone knows that restaurants are prone to fail. "Oh, no don't worry about that at all. You can cancel your service at any time." Those were the exact words that we were told over and over again.

We began having problems with our alarm system at home. It would go off at various times during the day, whether anyone was at home or not. One night we came home and our front door was standing wide open, pets were out in the yard, and the alarm was still set!! We called Monitronics several times but it was always our fault, something we were doing wrong. Well anyway we ended up having to close the restaurant. I called them to cancel our alarm system and they said that we still owed 3 years on the thing. THREE YEARS!! They said there was no cancellation. I told them what we were told. They said too bad you all signed the contract so you have to pay. I told them to cancel my home also and to take me to court. They have since turned me over to a collection agency for the amount of 1007.00. These folks are very bad and misleading. STAY AWAY! Oh and to follow up....we are not the only family that they done this to. There are a lot of us in town and we are all going to file a complaint with the Arkansas Attorney General!

In my case, though, I pulled out the contract, and was told over the phone by Ashley to read Article I, which I did. Nowhere did it state that customer is responsible for continuation of payment after service is cancelled. Then she told me to look at Article 8 on Page 2. I NEVER RECEIVED Page 2 of this contract, and I know this because I folded everything the salesman gave me and put it tidily in its handy Monitronic Pouch, like I do with all documents, then put it in my filing system, because I'm anal like that. She just kept repeating, "Well, we have your signature right here." So what do they do? Tear off Page I of the customer copy, give us only that, and hide Page 2?

In my case, though, I pulled out the contract, and was told over the phone by Ashley to read Article I, which I did. No where did it state that customer is responsible for continuation of payment after service is cancelled. Then she told me to look at article 8 on Page 2. I NEVER RECEIVED Page 2 of this contract, and I know this because I folded everything the salesman gave me and put it tidily in it's handy Monitronic Pouch, like I do with all documents, then put it in my filing system, because I'm anal like that. She just kept repeating, "Well, we have your signature right here." So what do they do? Tear off Page I of the customer copy give us only that, and hide Page 2?

After reading all these awful reviews and hearing about all the shady stuff, I wouldn't be surprised at all if that's the practice. I'm amazed no one has initiated a class action lawsuit against these guys. My best friend of years, as well as several of my students' parents, are attorneys. I'm on it. Oh, and for those of you being harassed by phone after you cancel: in most states, after you've told the caller NOT to contact you again and they continue to do so, they are breaking the law. You can file a harassment claim at the courthouse.

When I called Monitronics to explain my situation and cancel my alarm they said I was stuck in a 3-year contract? Shocked I dug through my file cabinet and reviewed the fine print again and yes I did sign a 3-year contract. This was my fault I know, however the rep selling me the system assured me several times there was no contract and I didn't look closely into the paperwork when signing because he seemed so genuine. I explained to customer service that I had moved out of the state and no longer needed or could afford to pay the $50 a month for another 2.5 years.

The representative said they would ask manager what they could do and call me back. The call back only told me that there was nothing that they could do. I could pay them the full 2.5 years left to get out of the contract or suggested that I increase my rent on my tenants to cover the bill! I asked for a reduction and they said no. The tenants didn't want to use the alarm system so I paid for another 2.5 years worth of service without ever using their system. I also had to call, fax and mail them a written notice to cancel my service after the 3 years were up. I am so disappointed in the customer service of this company and that they were not willing to do anything from me.

After a longer than expected hard sell to keep my business, she ended up making me angry that I was even calling. I was told at the time that I have to cancel in writing, which I was fully prepared to do, but I will receive one last pro-rated bill within 30 days. Awesome. If your company offered to provide home security to me for free for 36 months I would not even consider it.

I have been WITHOUT SERVICE for several months now. I moved out of my business location at the end of August 2014. It is currently 12/29, which is 4 months without service. When I moved out of the location, they wouldn't let me cancel the service without paying over $750, OR asked me to FORCE my existing service on someone else, but they couldn't TAKE OVER the contract - I'd have to obligate them to a new 2-year contract and give them the equipment from my shop (which they didn't tell me until LATER, after the shop was locked up and I didn't have access to the panel anymore).

I decided to have the service moved to my HOUSE and put it in my wife's name, signed a new contract, and awaited the installation guys. 24-48 hours turned into 2 months, and they started calling me, asking me for money!!!! I NEVER CHANGED MY BILLING INFO! But, I hadn't had service for 2 months, and SOMEHOW, they lost my billing information, and wanted me to pay for the last 2 months. I argued with them and told them that we hadn't had service, and I wanted to cancel the service because they weren't fulfilling their end of the bargain. They argued back saying we are under CONTRACT. They offered to give me 3 months free but I would have to buy new equipment to put in my house which was $750!!!! Or I could cancel for $786, which is the same amount it was 2 months prior. It did NOT go down despite the time of contract had.

Well.... Contracts go TWO WAYS... If you DON'T PROVIDE ME A SERVICE YOU ARE CONTRACTED TO PROVIDE DUE TO YOUR OWN COMPANY'S FAULT, THEN YOU ARE NOT FULFILLING YOUR END OF THE CONTRACT AND I AM NOT OBLIGATED TO PAY YOU! PERIOD! The account was on AUTO WITHDRAW, so, they should have been able to take my money every month. I didn't change anything! THEY did... When we added the new contract, we gave them NEW billing info. The fact that the billing information got messed up somehow, is PROOF that they received my contract (despite saying they didn't), and attempted to change the billing info, but did so incorrectly, thereby disallowing them to collect money. They say they never received the contract. If they DIDN'T receive it, then my billing info would have never been changed.

Meanwhile, MONTHS have gone by, I get between 1-4 calls DAILY from Monitronics trying to collect from me, and they have even attempted to call my emergency contacts!!!!!!! But when I talk to them, no matter how much time goes by WITHOUT ME HAVING SERVICE, they will NOT negotiate cancellation with me... I get the same answers every time from the same entry-level employees. I cannot get anyone who makes decisions, on the phone!

I AM NOT paying the full cancellation fee. I am NOT going to force my service on someone else and obligate them to a new 2-year contract. I am NOT going to buy the equipment. I want out of it altogether!!!! You guys screwed up. I'm not going to pay for your mistakes. I attempted to make it right, but no one wants to work with me. I will gladly pay a reasonable PORTION of the cancellation fee for the time LEFT on my "contract" but there is no way in hell, I will pay the full amount. And the more time that goes by, the less I should have to pay.

Every time I talk to someone, I get the same answers, and they always promise to let me talk to a manager, and it never happens! I just keep getting calls from the same entry-level people who you guys hire off the street. They work there 2 weeks and quit because people like me, who need legitimate assistance, get angry and yell at them. In fact, just today, a guy called me and left me a message. I called back and asked for that person. They said he wasn't available. I DEMANDED that I talk to that person, and they tried to get information out of me. I refused information until I spoke to that person. They hung up on me!!!!!!!!!!

I called back and the same lady answered, and immediately put me on the phone with a "manager." I said "THANK GOD! I have been trying to get a manager on the phone for 4 months now, maybe you can help me." (I was truly optimistic.) She ensured me that she would do her best, and I spent 6 minutes explaining 4 months worth of frustration to her while she looked at my account and reviewed notes. She said, "Okay, I understand. Let me see what I can do for you. Hold on a minute." And put me on hold. And I held..... And I held.... And I held.... And 10 minutes and 38 seconds later, I hear "CLICK" and I say "hello???? hello???" And then music starts, and I hear "Thank you for calling Monitronics. Your call is VERY important to us. All available representatives are busy at the moment. Please hold for the next available representative. I held for another 8 minutes, just so I could scream at the next unfortunate person who answered the phone......... I couldn't believe she hung up on me and transferred me back to queue...... But NO ONE answered so I hung up, looked up Monitronics, and saw that there are OVER 500 ** complaints here!!!!!!!!

I didn't even sign the contract with Monitronics. I signed up with Point Security, who signed me up with security networks on their own... Monitronics CANNOT produce a contract between myself and their company... They REFUSE to... I have asked... Yet, I get calls EVERY day, and I get letters saying, "If you don't pay us $280, your account service may be interrupted," and I finally got one saying they were going to send me to collections.... 4 months later...

Long story short, I have spent A LOOOTTTT of time on the phone with these people over the last 4 months, and have NOT gotten ANYTHING that resembles assistance. And you know what??? I have read a LOT of the responses FROM Monitronics on this site, but I would really like to hear from the posters as to whether or not Monitronics ACTUALLY helped them like they said they would. I seriously doubt it... So I'll tell you what... If they respond to me and I ACTUALLY GET A RESOLUTION, I'll come back and post one.. But... if you don't see one, just assume they never did anything to help me...

Every time I get a collections call, I will add a new complaint from this day forward, on this and every other ripoff website I can find (I already have 14 more open in other tabs waiting for tomorrow's daily call). IF YOU ARE WITH MONITRONICS AND TRULY WANT TO HELP ME, then, I need an EMAIL from you and a direct line where I can reach YOUR desk directly, not be queued up at the collections desk. If I call and they pull the same crap they did today about "that person doesn't exist," I will go insane. Thanks... Reluctantly optimistic...

I must admit that the people who contacted me after complaining were much more conducive to reason. The company really needs to review and implement processes which reflect the meaning of customer service, a missing concept which in this case; sadly, is hard to fathom.

Original Review: Dec. 29, 2014

I contracted with Monitronics about 3 years ago, and had a relatively good experience for the first 2 years. About August of 2013, I started having problems with the system, and agreed to continue the service contingent upon a lower rate, and the agreement that they would send a tech to replace batteries and get my system working again. By December 2014, all the sensors batteries had failed, replacement of the batteries practically required a degree in machine language coding and I discovered that the tech had not plugged in the phone line, to the control panel so I had NO monitoring at all. This observation frustrated me to the extent that I took the system off the wall and threw it away.

Upon a call to Monitronics and explanation of the situation, they told me I could cancel as of "the end of the contract", unless I wanted to renew with an update. The rep played back a recording which did not specify that I had renewed a contract, but only specified that the rate agreed upon was good for 24 months. He claims that I signed a renewal contract when the tech was here and claims he will send it to me. (I signed nothing but a repair order). My parting comment on this call was, "If your company is so desperate for business that you will force someone to pay for services that are not provided, then I guess I will have to decide whether to pursue the issue in other ways."

I cannot stress enough the importance of reading the other reviews (which contain this issue as a common thread), and upon review, consider ANY OTHER COMPANY. It is my opinion that Monitronics (in the common vernacular) really "sucks".