Brinks Home Security™ Reviews

To show how poor their monitoring system is I had the system replaced with another company and it took them a month to call me to realize that my system wasn't online and the only reason why they noticed is because I sent them a cancellation letter!!! I never received a phone call, text or email indicating that they knew that the system was not functioning. When the customer service person called to try to find out the reason why I was canceling he didn't even know that their system was disconnected! He was unknowledgeable, discourteous and impolite. How am I supposed to trust my family and my valuables to a company that only is interested in my business when I cancel my service? I still have some time remaining on my contract with Monitronics but I will happily pay for the peace of mind knowing that a responsible and accountable company is protecting my family and property.

I asked about any type of confirmation letter from the individual I spoke to and she said she could not send anything; this should have been a red flag however, I had a laundry list of things to secure so I moved on and trusted her word. We sold our home in July 2015, I went through the process of living in a hotel while we transitioned out of San Antonio and eventually getting into post housing at my new duty location, August 2015. I begin to go through my bank statements and find that Monitronics has continued to charge my account for monthly services that I have not been receiving. I called their toll free number this morning and spoke with a very helpful, professional individual named Barry who explained that because I had not sent in a cancellation letter and a copy of my orders, I would continue to be charged on this account.

I explained to him that doing this was an extremely easy task that I could have taken care of in July had I been informed. In any case, I am sending in this letter of cancellation, a copy of my orders, and a copy of my on-post lease agreement this morning. I will then pray over the next week that someone receives this and does their part because as I found this site this morning and read other reviews, I am not 100% confident that I will find an easy resolution to this issue. Apparently when I said I was moving, the individual I spoke to in July interpreted this as, "I want to continue service at my new location", when in fact those were not my exact words. It is not a long story, I was moving, I did not know where I was going to be living however because of the location of our new duty station I knew that being in on-base housing was in the best interest of my family.

I have to state here that it does not make good sense to me that anyone would be charged for services that they are not receiving, for any reason (account hold status or otherwise). I asked about sending in a signed and scanned document and I was told that it had to be hard copy only (again, no paper trail for me to track that I have done my part and someone on the other end was doing theirs). Barry was amazing in providing me information about the contract agreement, the transition to month-month service after initial contracts expire and the process to move forward, however, my opinion with this process is that it does not make it easy for me to recommend Monitronics to any of my peers in the Military or otherwise. I want to submit a receipt as a verified buyer however I do not have anything other than my bank statements which I would rather not attach.

I am trying not to throw too much negativity through this review, I am expressing my frustration through my experience. We will see how this all ends up however as soon as I am done with this post I am going to contact my bank and then I am going to the JAG office on post to get some legal counseling on this matter.

All my Mother wants is the right to cancel, being she never agreed with Monitronics to take over the home. We were told we must payout the remaining contract (we never signed) for release. We live in Compton, California, by His Grace we've never experienced any home violation or illegal entry. My Mom would like to cancel a contract she never approved.

Original Review: Sept. 14, 2015

After 3 years I decided I no longer require their alarm service. I recently called in to cancel my policy and was directed to a manager/retention individual. He tried to win me back offering a lower monthly rate which I in turn said I was no longer interested and that I wish to cancel my service. The rep finally came to the realization that I seriously wanted to cancel then he explains to me that in order to cancel my service I needed to write a letter to the company stating reasons for cancelling and all this other crap information they need... Yes a written letter!!! I ask if they could send me a PDF of the cancellation letter so I can send it back via the mail and he said to just write it on a piece of paper.

Yes this is a technology company that is protecting our homes. Needless to say they will not cancel my service until they receive this letter. I live in Canada and have never seen or heard of anything more ridiculous than this in my life. I guess I will send them a hand written letter and hope they receive it? Also they refuse to cancel my alarm until they receive this letter and will cancel it 30 days after they get it so they can soak me for another month of service I don't want. Are there not laws protecting the average Joe trying to cancel a service he no longer wants? Not sure about the rest of the world but who writes letters anymore?

I sent the letter but do not expect them to acknowledge it. I will give it a week and then I am contacting the Better Business Bureau and my lawyer. I never had a contract with them and they should have contacted me saying they were taking over the account. Shame on them. This Ashley person says the exact same thing in every post, this is not indicative of them. It certainly is. Look at the BBB and see all the complaints. Again, Shame on them. They even gave me a different account number - shady.

Three days later we received a letter stating they would not cancel our contract because it "auto-renewed" for 3 more years. I repeated, again and again, NO CONTRACT. I cancelled my bank card so they couldn't access the account. Many more calls to our home re payment. We cut the wires on the box and demanded they release the "gsm communicator" for the other security company. Manager stated, "We can't do that." We had to threaten legal action against Monitronics. We just received a letter stating they were "cancelling our contract" (that ended 5 months ago). Unbelievably dishonest company, nags like a dog over a bone and will drain your account with lies, dishonesty and misrepresentations. A dog is a better alarm than MONITRONICS. "Get 'em, Rover!"

Original Review: Sept. 3, 2015

My home was broken into in 2010 and the next day, I signed a contract for monitoring services. I did not want a 5 year contract so the sales rep wrote it for 3 years. He did not point out the auto renew clause and I have never heard of contract auto renew for more than month to month, and I was pretty shaken up from the break into read the fine print. I was blindsided when it auto renewed for an additional 3 years without any notice in 2013. I called 1 month after they auto renewed me to cancel since we no longer had a home phone to use for the system and they said I would have to pay 50% of the remaining 3 year contract. Not wanting to do that, I was forced to upgrade to the wireless system for a higher monthly rate and pay for new equipment.

We had several issues with the motion sensor that never worked properly. We called again last week to cancel as we only have a year left and they now say we must pay 100% of the remaining term to cancel. So they want $45/month for providing no service. I take issue with their sneaky tactics and then changing the % to cancel. Not only that, but I am completely current on my bill and the rep on the phone threatened to take me to collections when I said I would not pay them for no service. He also told me they were a big company with a A rating at BBB, so I shouldn't bother filing a complaint. Very condescending and have no regard for customers.

Apparently they rely on shady contracts, not good customer service to keep customers. Oh and talk about great protection, we disconnected our system last week to try selling the touch screen panels to put towards the $500 cancellation fee and they have not been concerned (or probably even noticed) that our system has been offline over a week.

Original Review: Sept. 2, 2015

I am frustrated with the customer service received by Monitronics. I feel that Monitronics have business practices in place that are barriers to my consumer rights to cancel service, that harass and cajole consumers, and prevent the consumer from an expedient termination of service that costs the consumer additional unnecessary costs. I will begin with the poor service received by Monitronics. Within the first year, we required several service requests to repair the faulty system. The last service call was going to require us to pay additional money to repair the system. At that point, I had deployed twice to Afghanistan within two years and did not have the energy to pursue repairs and considered the system and service a sunk cost. I could not wait for the end of the 36 required months on the contract to end the service.

In September 2014, I called Monitronics to cancel my service. After talking to a service representative for about 10 minutes about cancelling my service, the representative told me that he could not cancel my service and had to transfer me to another representative. After explaining why I wanted to cancel the service to the next representative, she cajoled me into keeping the service for free for the next three months and then request a cancellation in January 2015. After going round and round with the representative, I made the mistake of keeping the service for the free three months. I deployed short notice to Liberia in October 2014 and became overwhelmed again until we sold our house in June 2015. I called Monitronics on 6 July 2015 and requested to cancel the service because I moved. Again the first representative I talked to for over 10 minutes could not cancel my service and transferred me to another representative.

The second representative again tried to sell me the service claiming that I have been a loyal customer and have a free upgrade / transfer of services to our next home. I declined multiple times as she explained I could transfer the free upgrade to the new home owner, other family members, or keep it myself for our next home. Again and again, I declined. She finally gave into me and understood stating that she will cancel the service. On 8 July 2015, I received an email from Monitronics asking me not to go and offering a fabulous promotion. This was a signal to me that the service was cancelled. I monitored my credit card during he month of July and never received a charge for services. Another signal that the service was cancelled. On 24 August 2015, I noticed that I was charged by Monitronics for services. I called Monitronics on 25 August 2015 and requested a refund for the services.

After verification, the representative apologized for the errant charge, confirmed that my services were cancelled in July, and stated that I would receive a refund to my credit card within 3-5 days. I received my refund on 27 August 2015. On 1 Sep 15, I received a voicemail from Monitronics stating that I was pass due on my account. How can this be? I was just refunded my money because the representative admitted that my account was cancelled. My wife called Monitronics before I could and they told her that my account was not cancelled because they have not received a written letter requesting the cancellation. Why is a written letter required?

During my move, I cancelled service with AT&T, Verizon wireless, and DirecTV. They did not require a written letter, nor did they cajole me to keep their services. Monitronics inconsistencies wasted my time and energy leaving me feeling harassed. After reading other consumer reports, I feel that I can expect additional charges to remedy the situation while I waste additional time and resources to send them a letter of cancelation.

Finally, I go to a meeting and she told me that I would have to write a letter and send it to Dallas in order to cancel. I was also told that it would be 30 days after they receive the letter before my account would be cancelled. This tactic gives them one more billing cycle that I do not want. This is 2015 - the account can be cancelled with the click of a mouse.

Monitronics never provided me with any service these 9 months, and would only reimburse me 2 months of the 9 months of payment that they took out of my checking account. Buyer beware, this company has ripped me off... Furthermore, their personnel in customer service was rude and refuse to resolve my issues. Please look for a better alarm service company for Monitronics is a provider of a security service, but does a darn good job of ripping people off.

I called the company and was told that their policy was to require a 30 day notice for cancellation and that the service would be ended thirty days from receipt of the letter. That will result in me being charged for two months of service and their equipment has been removed. I was told that the charge covers their contacting agencies to let them know that they are no longer servicing our home. When the letter was received in Dallas, Texas, no one told me about the additional charges. They were only concerned about keeping my business - at that point I was with another company and at a lower monthly charge, with new equipment.

I was told that they would not refund me my two months of billed money that they took due to the fact that I did not send in a handwritten cancellation. I told them I was not aware of that and regardless the company was no longer monitoring my alarm so why would I pay for services that were not being done? I was then directed to look at my 4-year-old sales contract that by some miracle I still had. Ok so there it is, but when the company sends you a letter saying that my alarm will be disconnected June 1st why would you think to go grab your contract? So great they're keeping my money for doing nothing, sounds like a crook to me!

So the account manager tells me to send in the letter and there will be no more billing. Done, letter sent in beginning of August. August 20th I receive a call from an "account manager", they received my cancellation letter but will not cancel my account until the 30th but was once again told I had a zero dollar balance. Well I checked my banking account yesterday and SURPRISE!!! They took more money from me! WORST COMPANY EVER!!! Stay away from these guys, trust me, I wish I had!

Original Review: Aug. 26, 2015

Fulfilled my contract, 3 yrs plus couple more yrs. Sold our home 6/15/15. Called to cancel the service. Was told they would provide the new home owners with 1 month free service. Said they cancelled my service. Monitronics took no money in in June. My natural assumption was the acct/contract is done. Then in July on the 23rd they took $40.94 without my approval, BUT since in the original agreement I agreed to electronic withdrawal they are "free" to take money as they wish! I called them AT THAT TIME, was told "You have to cancel by sending a letter to Dallas, TX."

So, on 8/23 an email is received saying they will help themselves to another $17.17 on 9/13. Called them today 8/26, and got a lectured by Francisco that the contract had to cancelled in writing and my does not end till 8/30/15!!! Asked to speak to a manager, told him NOT to lecture me, get me a manager... Francisco HUNG UP!!! To stop payment for $17.17 it will cost $25.00!!! My conscience would not let me do business like this. And, yes. I have had 2 small businesses. Francisco would be allowed this rude conduct, once!!!

Original Review: Aug. 26, 2015

Our original home alarm system was with Security Network. My husband's job causes us to move every three years. I explained this to our installation rep who informed us that we could do a month to month contract. Our experiences with them were horrible and we decided to cancel after numerous false alarms and other issues with our equipment. After thinking my services were canceled, we found out that the company was bought out by Monitronics. We did not receive any notification of this change. We experienced some of the same issues with Monitronics (false alarms, bad equipment, etc). I informed them that we canceled our services with Security Network only to discover that someone forged our initials next to the 60 month (5 year) portion of the contract.

They offered us a buy-out after apologizing for the forged initials. I agreed to it but told them that I was on medical leave for 12 weeks and unable to pay it all up front. A few weeks later, I came home from the hospital with threatening letters from a collection agency! I cannot believe I was turned over to a collection agency after the security company acknowledged my initials were forged! I have been with a few security systems but I've NEVER experienced anything like this before!

Original Review: Aug. 25, 2015

I recently sold my home and moved out of state. I contacted Monitronics to cancel my service. I was transferred to the cancellations department where I provided all the required information and was requested to consider installations at my new residence (lease). Informed them I wasn't able to and was told I had to submit a written request. I completed the written request only to find out a month later that the address that was provided was not correct. Called again and was told to mail in another letter. Received a letter back stating that my request was denied due to my contract being enforced for 3 more months.

I called the number provided during the hours provided and the recording stated the department was closed. Sent email and two weeks later receive a call that nothing could be done as it is the procedure to enforce the contract. But as a courtesy they would turn off the system but I would still be required to pay for the next 3 months. I am disappointed in the entire service experience and at this point will not recommend Monitronics nor will I choose them as a company for further alarm services.

Original Review: Aug. 25, 2015

I was a customer for about 7 years. As soon as I tried to cancel it became impossible. They put my service on test mode since I was no longer going to have it, so there is no monitoring going on. They advised, "Send a letter to cancel," so I did. Then I continued to get billed. I called, they advised never received it, so I sent another one. Still continued to get billed for something they are not providing. Now 12 months later they are still trying to bill me and send me to collections, still stating they did not receive any of my letters.

Finally, after being disconnected and trying to terminate/cancel the home security services for over two hours, a representative called me and he went on and on about why I was terminating/canceling my home security services. He went on to tell me about the crimes in the area and that they received a report with this information. I asked him if he would terminate/cancel my home security services and he stated, "Yes." He finally told me that I needed to write a letter with the following four things included: account number, reason for terminating/canceling the home security service and my passcode and it will take 30 days for them to terminate/cancel the service. He informed me that this was included in my contract.

I never received a contract. I asked if I could fax/email this letter to Monitronics and the representative informed me that USPS is the only option. I instructed the representative that since this call is being recorded, please note that I am asking that the home security services being terminated/canceled effective August 24, 2015. I did immediately write a letter with the requested information and asked that the termination/cancellation of the home security services go into effective immediately, as of August 24, 2015. I just want the home security services terminated/canceled immediately without the harassment from Monitronics.

Original Review: Aug. 23, 2015

My complaint is about a battery replacement for my alarm and charged me a different amount than quoted. I only had a couple of months left on my contract of three years and I was informed my battery needed to be replaced. When I called I was told specifically the charge would only be $5. Later, I received a bill for $30. I had called Monitronics and spoke with two people, one who was a manager. The issue did not get resolved.

The next day I talked to my neighbor who also had their battery replaced by the Monitronics. I asked if she had any issues and she was very mad. She said that Monitronics offered to come out at no charge to replace the battery. Later, she received a bill for $50. She then cancelled their service but is still having her checking account deducted by Monitronics. I am really concerned about cancelling that I will have to not only send a certified letter to cancel and change my credit card that they debit, that they will still harass me as they have others. When I was transferred to inquire about cancelling the person from Monitronics was unprofessional and it definitely made my final decision to cancel.

About a month ago, my husband and I were traveling, when my son called to tell us police showed up for another false alarm. In this case, alarm wasn't armed and no indication in our home to indicate anything was amiss. The most recent incident happened on a Friday evening when the entire family was out. My niece (who lives upstairs) called to report that police were on the property about an alarm call. My niece said there was no noise, no siren or anything to indicate an alarm situation. When we arrived home, the alarm pad showed no abnormal activity.

The police reminded us that they can charge us for the false alarms, although they have not to date. I am completely fed up and want to change companies, but was told today I am tied to a 3-year contract. I have requested a call from Customer Service to discuss compensation for the extreme inconvenience we have experienced. Meanwhile, a technician will be calling me to check out the equipment. I'm so disgusted. Is this what I'm paying for?

When I called to cancel, they said I owed $392 to cancel. I asked for a copy of the contract they said I signed, but they will not send it. They will not cancel over the phone and must have a written request along with the money, but do not have a published email address that you can send anything to, thus not having any proof of said request. This company has terrible practices. This is only the second time in my life I've given anything a negative review online. Hopefully, I can save at least one person the headache and money.

He chuckled a little bit and then asked me if I have seen the signs in other front yards, I said "Yes, I know what your signs look like but we are not interested. We are in the middle of dinner, can I please get a card or something and if we are interested we will call." He gets on his two way radio saying something I couldn't understand and a lady comes jogging up our driveway, who says nothing. As he flips through his binder he asks me again if I have seen the signs and shows me a picture. I say again, "Yes, but can I get a card so we can continue our dinner." He ignores me and continues on trying to tell me about the services. My husband then intervenes and says, "Excuse me, Sir, but my wife says we are not interested so can you please just give us a card so we can continue dinner." He chuckles a little bit again, the woman still saying nothing.

I believe we asked him maybe another 3 or 4 times to leave us be before he finally said "Ok, have a good evening," still not handing us any information. Apparently I was being too nice, because I could have just slammed the door in his face but instead I was trying to be respectful. But I got the complete opposite in return, and was ignored even after my husband and I both told him and the woman that we were not interested repeatedly. If this is your sales practice, you might want to train your salespeople better and show more respect to the doors they are knocking on.

Original Review: Aug. 13, 2015

I had purchased an alarm with a contract through another alarm company and that contract was eventually purchased by Monitronics. I haven't been pleased with the service of Monitronics for several reasons but fulfilled my part of the agreement. Once our contract was up I decided to go with another company. Monitronics has refused to accept that I have canceled our services & stating that I must do several things prior as it is in our contract because they put it in all of their contracts. I pointed out that I never signed a contract with Monitronics and they stated they don't care and that is what they will go by. I had previously written as well as called them to cancel the services. That system has been removed for over a month and they called stating they were receiving a signal and didn't ask for the safe word. Monitronics continues to refuse to cancel the monitoring.

Later after talking to the local police and finding out it had not been reported I advised them they had failed to provide me with the security I was paying for and therefore wanted to cancel my service and they said I would have to pay a $1200 termination fee. Said they had it on tape that I requested for them not to call the police TWICE and therefore they cancelled the call. My husband was a police officer so I know a lot of unsavory people but that doesn't mean they should have free rein of my home.

This was the last straw after being conned, lied to from beginning to end, hung up on (including a supervisor) several times while trying to find out an answer as to what went wrong & what they wanted me to do with their equipment cause I was done! Still to this day no one can tell me if or where to send their equipment. I immediately contacted another security system company and had a new system installed. I am now receiving constant calls about the termination fee THEY THINK I still owe them. DO NOT SIGN UP WITH MONITRONICS OR ALLIANCE!

Well apparently one of their 10,001 different "offices" didn't get the memo because I continued to get harassing phone calls, multiple times a day, for another 6 months before I found the official Monitronics Hater Facebook page (Monitronics is BAD), which had I nice little link to this site where I could officially share my story and supporting evidence. This company is complete garbage with a very good scheme for scamming people out of hard earned cash. DO NOT USE MONITRONICS!! Use any other home security company other than Monitronics.

It was to my understanding that once I fixed the camera there was to be a continued recorded video to of my front yard. Once I found out my car was moved a severely damaged I logged into my alarm.com and there was not recorded video of any. The last dated recorded video was on July 30 when I request the camera be checked. Now I have no footage as to who could have come into my yard to drive my car off my driveway and just return it in terrible shape. I have filed a police report for the situation. I am very upset when I called Monitronics several times only to find out that my camera is malfunctioning and was never set up properly to recorded important video when my car was tampered with.

I spoke with a Robert for the general customer service department. His supervisor ** and ** to get further assistance. All of them told me they could do nothing about the situation other than to schedule a service appointment to have someone come out and check the camera. To me that defeats the purpose because my car is already damage and the camera was set up to record any motions that were detected. The only maintenance works available that could come out to my house was through Alliance a 3rd party company. I would rather have a supervisor tech from the company I purchase my security from as opposed to someone who is just getting paid to "fixed" my camera once again.

I was also told that Monitronics has not access to pending video of potential recorded video. I don't understand why Monitronics the company that sold me the camera does not have any type of sensitive access to view footage that could help a potential theft case. This is highly unprofessional and I would seriously consider ending my service with Monitronics because of the lack of customer service that was put towards this regard.

The service is now cancelled, and I appreciate your help with getting past the tactics used by your front-line employees, in preventing cancellation. I can honestly say that I will never use your company again, based entirely on the way I was treated.

Thanks again for your help. I truly do appreciate it.

Original Review: Aug. 4, 2015

Alarm salesman came to my door and sold us an alarm system. Signed a multi-year contract (which they hold you to with no exceptions). Once the contract term was over, I called to cancel the alarm service and was told it couldn't be done over the phone, and that I had to submit my request in writing, and that needed my name, account number, address, name and date. I submitted as requested, and while balancing my checkbook, 3 months later, I found they were still charging me.

Once again, I called Monitronics only now to learn that they are refusing to cancel my service because I didn't place a signature on the written request (however I am pretty sure I did sign the request). They are playing hardball and stealing my money. They know I want to cancel, and refuse to stop taking my money. I will never do business with this company again, and tell everyone I know to avoid them. They talk about keeping your home safe from thieves, however they are about as dishonest as they come.

Eventually we stopped trying (to have it fixed) and did not even use the alarm system for many months.. We had gotten them to send a technician out to make repairs a few times that most of the time they wanted to charge us to send a technician out even though it was their own system that was failing. Getting on the phone with them was never easy. I have spent hours on hold and getting transferred from technician to technician. Every one of their employees at all departments seems to use the strategy just transfer the call to someone else.

It has been painful to use this company. They have seriously lacking integrity and definitely have not kept up their end of the bargain or their end of the contract. Because it was such a hassle I let the payments keep hitting my account for at least six months. For the last three months I have called every couple of weeks to try to close the account. Each time I called I was placed on hold and transferred around for at least one hour. I have gotten hung up on many times.

I am not rude on the phone -- I'm very courteous and I don't get upset at the person I'm dealing with. For them to transfer me around and hang up on me is really ridiculous and unnecessary. It must just be their protocol and strategy to get people to give up. Each time I call I am on the hold and transferred around for at least one hour. I have gotten hung up on many times. As if trying to close the account and having terrible customer service and non functioning alarm system was not bad enough, on the day that I closed the account the representative manipulated the math and I ended up paying more than the supposed 30% down that she claimed to have gotten approval to get it down to.

I was lazy and frustrated and didn't do the math but when I got off the phone I finally did and was ripped off an additional $50. This company train their employees well, in terms of saving the company money or making the company money. The employees are not trained to work in the interest of their customers. Seriously stay away from Monitronics Alarm - all sounds very feasible after what I have been through the last year with them. This is so sad that they are not accountable yet work so diligently to rip their customers off. What a nightmare.

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.