Brinks Home Security™ Reviews

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

Original Review: Jan. 29, 2015

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

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

Original Review: Jan. 29, 2015

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

Original Review: Jan. 28, 2015

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

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

Original Review: Jan. 24, 2015

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

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

Original Review: Jan. 24, 2015

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

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

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

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

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

Original Review: Jan. 20, 2015

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

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

Original Review: Jan. 14, 2015

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

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

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

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

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

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

Original Review: Jan. 13, 2015

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

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

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

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

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

Original Review: Jan. 12, 2015

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Jan. 8, 2015

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Dec. 29, 2014

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

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

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

Maureen stated that at times the letters do not get to disconnect so I sent it certified mail to make certain they received my letter. Mike, was nothing but a jerk, and if I can make any recommendations, it would be to put him in a room where there are no people or phones to mess with. I would NOT have an employee like that working for me -- EVER!!! With people like him, who needs enemies. He really didn't want to hear anything I had to say. We are going out of business and the electric gets shut off Dec. 31, so why do we still need an alarm??? It's just nonsense!! Maybe Mike could take a job elsewhere. Need any advice, call me. Texas should be ashamed on how they handle business. I had Security Network, not this stupid company. If I was given a choice, I would have rather picked Simply Safe. :))

Original Review: Dec. 26, 2014

They took over our security in April when the other one went out of business. I was never told about this. I called to cancel, and I was told they own it now and I have to pay almost $400 to get out. I told them to give me anything showing that I have a contract with them and they can't. I'm not paying the $400, and now I have a lawyer working on this.

Original Review: Dec. 26, 2014

The reviews are horrifying. Does anyone have anything good to say about this company? They just pulled a fast one on my 80 years old father. Tomorrow I start the phone calls. Stay tuned for follow up review.

Original Review: Dec. 19, 2014

My elderly mother-in-law was approached by a Monitronics sales person at her home. The sales person said her then current security vendor was going out of business and she needed a new service. That was a lie. Fast forward several years. My mother-in-law sold her house and spent at least 90 minutes on the phone canceling her service. We have given Monitronics multiple written notices by mail that the service has been cancelled, but they are still calling us multiple times a week. If they keep calling, my next step is to file a complaint with the Texas Attorney General's office about the fraudulent sales practice.

Try to call and speak to someone intelligent, and that isn't happening, so I'm here making my first post ever on a website because of this nonsense company. Monitronics, all my contact info on this website is correct - contact me, or just keep servicing my home for free. I'm more than happy to deal with this legally if you think you'll just keep letting the bills pile up and try to get me in collections. I'm rich, and couldn't care less about the bill. This is principle because I hate this big company nonsense.

Updated 02/14/2015:

I wrote about Monitronics' awful cancellation policies a few months ago, and my complaint was responded to quickly by a representative who was (supposedly) able to cancel my service over the phone. Everything was fine for a few months. I just received a letter wanting to send me through a collections process for the service which was cancelled. When you call the 800 number, it is impossible to speak to someone who has the authority to do anything. So, since this website is the only way to get through to this company, can you guys please get call me again so that we can figure this out?

At what point does a company become so low that they force people like me into paying for services not provided? No compromise can be reached in regards to terminating a service that is of no service to me. That is unbelievable. What horrible customer service. I feel like even death would not be a sufficient reason for them to do the right thing and write off or compromise the remainder of the terms. Also, it was only today that I was made aware of their cancelling requirements, a written 30 day notice! I will never recommend Monitronics to anyone and I hope that this letter can aid in deterring other customers from making the terrible choice of signing up with them.

I've talked to supervisors and staff that send me to one person after another who all tell me in the end that I am locked into a contract that I can't get out of. Ben at Elite and Sage at Elite/monitronics both told me that I had to pay my 55 months of the service. Sage indicated that in order for me to get out of the contract today I would have to fork up $2800.00. I asked him what was the address to send the unused alarm system to and he told me not to send it back because I still would be billed for the service and the 68 bucks a month for 5 years even though I don't have the equipment. I said, "Wow, is that how you guys do business?" I said okay. So I plan to hit every local and national media outlet to warned any/all potential customers about Elite/monitronics starting with the BBB. I am open to any/all suggestions exposing Elite/monitronics for what it is promoting, the scam they are and the fraud they are.

I am currently renting and waiting on my new home to be built. I even asked if my service could be suspended during the build time and started up in the new home and was told no, I would need to keep paying. And since I did not take the equipment, I would have to repurchase it. I am so frustrated!!! I have never given anyone a negative review as I consider my self to be a very kind person. But when someone is doing something wrong and you point it out, it doesn't give them the freedom to walk all over you when you are nice about it!

I was also informed that according to "policy", they need a signature for cancellations so I have to MAIL a letter to a post office box to cancel and wait for processing to terminate my service. Also, I couldn't possibly be reimbursed for the current month. What a joke. For a technology based company, you certainly seem to be in the wrong century. So I called the number of a person on this page. She graciously agreed to ensure that I am not billed for NEXT month as long as I send out the letter today. Wow. Very generous. Please note that due to their antiquated, customer-scamming policies, I certainly cannot recommend Monitronics to anyone and will make a point to discuss this policy with my neighbors so they can make choices about utilizing the service now that most of them are at the end of their contracts, as well.

Original Review: Dec. 4, 2014

As many others have already said, our dissatisfaction deals with the cancellation practices. I was roped into this alarm monitoring back in 2002 by someone knocking on my door at 8:00 PM on a Saturday night. NOT Monitronic's issue I know. After 3 years of monitoring and always on time payments (as they are auto deducted), we now have to jump through hoops to cancel the account. Mail a letter, wait 30 days and hope it is cancelled as requested. This is the only company I have not been able to cancel over the phone or send a fax/email. I understand they want to keep customers, but strong arm tactics are not a way to make a good name.

I got fed up and called from work yesterday (I get home too late to speak to anyone actually in charge) to speak with the "customer loyalty" department. We struck a deal, and I agreed to pay half of what they claim I owed Monitronics (they wore me down, but I still affirm that I shouldn't have had to pay a dime after 10 years of paying for subpar service and CANCELING the service). The supervisor (I have a name) agreed to credit the account as paid in full along with a confirmation number. The harassing robocalls have not stopped! I called tonight to find out what the heck is going on. Turns out the supervisor didn't credit the account, and there is still a balance. And of course, the rep cannot help me. Monitronics is a nightmare!

I called and waited for customer service another 15 minutes to get them on the phone when he said the Holidays has them short handed (I called Dec 1 after the holidays were over). Customer service told me that she had signed a 5 year contract and the only way to get out of the contract would be for her to pay for the remaining months of the contract around $2,400.00 or transfer the service to another person who would assume her contract. I told him that the system was too complicated for a woman of her age and that the system is useless if you cannot move quick enough for the alarm and your only income is social security. They would not budge. They refused to let her out of the contract considering the circumstances.

By the reviews I have read here, I am convinced Monitronics preys on the elderly and does not give out correct verbal information about contracts and that is a sorry way to do business. I hope they experience the same thing one day when looking out for their aging parents. You should be ashamed and I will spread the word in my family, friends, and neighbors and also hers about how you all prey on old people. Disgusted.

If this was a real contract for a material item we purchased such as a house, car etc. that make sense to me, but all they have to do is quit monitoring the system. It is useless because we are not there to use it and any new homeowners can call them themselves. It seems to me after reading all these complaints that sound almost the same as ours, that someone would do something about such business practices. I will be sending all these letters to the Better Business Bureau in Kentucky and Florida in hopes they will help or at least let others know not to do business with this kind of company.

August, I called to cancel - however you can't call to cancel. You have to write a letter. So you continue to be billed. Then I get a call regarding my letter and get pushed more and more to keep the system, and get told there are burglaries in my area. Are you threatening me or something? Very disappointed with this company. Looking forward to going back to ADT.

We have said time and time again that we have cancelled our service. One rep even went as far as saying that we did not transfer to a month to month contract, but rather it was a yearly contract. In my opinion Monitronics is a service that holds people hostage. I have to send a letter to cancel my already cancelled account and then hopefully they get it and take action on it. Why not just write a letter, scan it and email it to a customer service Rep? Makes sense since we are in the technology age, where the internet and email allows for near instant communication. This company is lower than low and somehow is able to maintain an "A+" with the BBB? I would not recommend Monitronics to my worst enemy, let alone my family and friends.

I tried to cancel my service today and was told I had to send in my cancellation via the mail and that it can 30 days for them to cancel the service. I told them I wanted it cancelled today and am not paying any further bills. Why couldn't I fax my cancellation like most companies accept, or even a verbal cancellation. This is unheard of in today's business world. This is just a way that they can get more fees out of you. They should be reported to BBB. As a matter of fact this is what I will do if they charge me one more penny!!

Original Review: Nov. 20, 2014

We have been with Monitronics since 2008. Their service continues to decline & they continue to raise prices. Finally with the last rate increase, I called to cancel my service. They are requiring me to give notice in writing & refuse to cancel my service until 30 days after they receive written notice. My contract ended in 2012 but they are insisting that I am month to month & therefore am still required to give AND pay for 30 days that I don't want. Their service is awful now anyway so I'm just giving them money for nothing. It really is too bad that this company has gone into the toilet & now in order to get money, they require someone whose contract ended in 2012 to give & pay for 30 days of a service they don't want.

This is an ABSURD business practice that we could be told the contract was no longer in our name and then 3 months later be told that we were back on the hook because the people who SIGNED a NEW CONTRACT with the company were no longer interested. DO NOT EVER USE THIS COMPANY OR ANY OF THEIR AFFILIATES. They are scammers and impossible to work with and provide terrible customer service. Read these reviews and see the trend and reach out to someone more reputable like CPI or AD&T.

Well I mailed the letter and received a phone call today about the letter and was told that since the new buyers didn't want the service and we don't have a new home at this time to put an alarm system in, nor do we know anyone that wants an alarm service (I would NEVER recommend this company to anyone anyway!), our only options were to put the account on hold for 3 months and then go through this process all over again, or pay the account in full. When I expressed my frustration with this company I was told that because I had stayed on the phone longer, the option of putting the account on hold was no longer available and now my only option was to pay the account in full. CRAZINESS! Obviously I asked to speak to a supervisor and was told that he was the supervisor. I said “Then I want to speak to someone above you.” He argued with me and said that no one else could do anything different but finally gave me to someone else.

Then I got to Timothy. He basically said that although he was sorry that I was not made aware of the length of the contract, the contract stands and there is nothing he can do. I asked if he could at least cut the remainder down by 50% since I did not like the service and the customer service has been terrible and he said the best he could do was 20%. I told him that was ridiculous as well considering I don't have anywhere else to put an alarm!! If I did, it would be a different story. I would've had no problem transferring the service for the remainder of the contract - but I'm not even using it.

The whole situation is extremely shady. Now I am receiving phone calls saying "congratulations on my move and that they are calling to verify my installation appointment." What appointment?? Stop wasting my time! The customer service leaves so much to be desired. I would NEVER recommend this company to anyone and will never use them again. If this company had any sense, they would want to make their customers happy. By reading the rest of the reviews here, sounds like this is a typical practice for them. Consumers beware!!

More than a week later, they got the right technician here. It cost me $50 and a whole day of missed work, only to have the technician tell me it couldn't have been false alarm. I told him, "well, it was." Then he insisted we needed to upgrade the system because it would have been more expensive to fix than to buy a new one. In an attempt to have an alarm that actually works, like normal consumer would expect, I agreed to it. The technician then said he could not install it that day, but that someone would contact me to give me all the information and set up another appointment. No one called for another week. Finally, the company that the technician worked for, a local subcontractor of Monitronics, called to tell me that I would have to call Monitronics to buy the upgrade before they could send anyone out again. I called and was on hold for 40 minutes. I hung up. The subcontractor told me they added the recommendation to their system and monitronics should know about our need to spend more money upgrading our system.

I strongly advise anyone to avoid using this company. Apparently whenever you need service, you call monitronics. Monitronics contacts a local subcontractor who may or may not be familiar with your system. You have to wait for this subcontractor to call. It costs money for the technician to come out. And it costs you money even if the technician had no earthly idea what was wrong and eventually suggests you call monitronics again yourself to resolve a problem you just spent a week trying to resolve.

It is now a month later, the home is sold, and just now Monitroncs is telling me I owe them $1400 under contract term and a letter to cancel. The misinformation and bad service has led me to conclude that I no longer want anything to do with either Monitronics and the dealer and they should concede this $1400 due to the mishandling of this situation. Please stop wasting my time and deal fairly here. How can I trust my home security to a company with such bad business practices?

2 years later, my father's health started declining fast. He has been in the hospital 3 times in the last 4 months. His doctor told us kids that we needed to move our parents close to us. That they needed to be around family, not across the several states. My parents are also low-income and are out of money. They live only on their social security and a reverse mortgage income. My father is in the "doughnut hole" with his prescriptions because 1 of them is $600.00 a month. They got denied in their application for independent living because they do not have any savings. Therefore, we are moving them in with my brother.

I called to cancel the Monitronics and was told they still had a 13 months left on the contract. I asked if the contract termination penalty could be waived due to medical and hardship reasons. They made me send a signed cancellation letter, but never followed up with me. I have called numerous times and the customer service person was heartless and did not feel bad about charging my elderly low income parents a total of $714.87 for canceling their contract. This is after he tried to get me to get a family member, friend or anyone to take over the contract.

"REALLY". It is all about sales and contracts with them. They should respect the elderly and waive due to health or even finance issues. They are the cause of the contract in the first place. My parents never called them, they pursued my parents. It sounds like they target elderly people probably on purpose knowing they might not live in their house for the extent of the contract. Supposedly, the system and installation is paid for within the 1st year. So, I would never do business with Monitronics. When you browse for complaints, there are 1000s of them. But of course, elderly people are not internet savvy to do their research first.

Calls: no calls from Monitronics until they couldn't deduct payments & even then they were electronic calls advising if I was acct owner press 1, I did & after waiting 30 minutes on 2 occasions I hung up. On third occasion, after 15 mins I got a rep. Explained my issues & he offered to decrease my bill & we could address additional issues. I further advised I had a technical question as panic feature on my pad says "feature not enabled". After discussion, (as I was interested in his offer but knew he'd be impossible to call back), he would transfer me to Technical & call me before he left work (in 1 hr) that day. No call back.

There have been many calls. I receive an electronic call almost every day & a few times twice a day. When I have spoken to a live rep, I ask, 1) "Have you read my file?" Always NO. 2) "Are you a supervisor (as I have asked to have one call me on several calls and they don't)?" Always NO. I ASK TO SPEAK TO SUPERVISOR & get nowhere until I tell rep my issues. After I am completely upset by having to go through this for I can't even remember how many times the rep always says... "Let me have you talk to my supervisor..." I say, "I have just spent all this time explaining to you & I'm not starting from scratch again... You tell her & she can read my file and call me back." NEVER HAPPENS.

Now with all these calls, two big issues have come up that cause concern: 1) I received a call from Monitronics on my cell while shopping. I missed the call by minutes and returned call to be advised there was an alarm at my house. Since I was not at home (but now running to car), I was advised they would be sending police & for me not to pull into driveway if I got there before police & to stay outside. I waited outside in the dark for 30 minutes.... no police! I finally pull into driveway, walk into garage & into house quite nervous. After a few minutes I found my back door sensor had fallen off patio door triggering alarm. I had spoken to Monitronics on 2 other calls regarding this sensor falling off & was advised to put on new sticky tape. Third tech after this experience explained why it was probably happening & I should move sensor to middle of patio door. I did & no further issues w/ sensor. So with all these calls & discussing the no show by police I discover Monitronics doesn't even have correct agency! They have city police & I am in Sheriff's area. I have never been asked who my agency is & if the rep called Mtz PD, they would be immediately transferred to Sheriffs dept., & at that point rep would have updated my file. File never updated. Police never came. I don't believe they were called. No police agency would ignore this kind of call.

2) I had a kitchen fire, pan on stove. I got fire toned down, put on lid & carried to back lawn. Ensure pan fire is out & return to house, had missed a call from Monitronics. They called back asking about fire & was I ok. I advised fire contained just hse smoke & kitchen a mess & that I'm just upset & could they just turn off alarm. She wouldn't. I was dragging ladder through house to check attic as fire destroyed range hood (I believe while rep on phone) whose opening is right next to blaring fire alarm, she would not turn off. Attic ok. After a long discussion while I'm trying to secure my house, alarm goes off and we hang up phone. No fire dept ever dispatched. Had they been called they are within minutes of my home.

So, upon reading terms of Security Network's monitoring for a fire the alarm company FIRST calls fire dept & if rep cannot reach homeowner they contact fire dept to advise & affirm to continue to location of alarm. Were they even called??? I missed the first call to my home & before getting second call, if fire dept called would have been close... at least heard as I was outside & most likely would have driven by. Fire dept never showed, no sirens, rep did not put me on hold to cancel.... This scares me. I don't think they are calling & I have no faith.

The first call I got from Billing after my 30 minute monologue the lady advised she was turning file over to her supervisor - that was a few weeks ago. A call last week 10/7, another live rep, from Billing, not a supervisor, has not read my file - UNBELIEVABLE. After my monologue she gets sup on phone after I told her I'm not explaining the whole thing again. Suddenly there is someone else on phone "Rita". There was no time for rep to explain my issues nor for new person to read file.

I hung up while my sister sat shocked at the call & lack of skill of the rep. Rep could relay & a supervisor could call me back with some knowledge of my issues. This is only a handful, there have been more. I am disabled & I often watch my granddaughter who has breathing issues that sometimes require a breathing machine. Should something happen & her machine is not here I would need emergency help.... I don't have it and if I do, don't trust Monitronics to monitor efficiently. Additionally, I read reviews about permits with the emergency agencies. What is that about & since you didn't even have correct agency... I'm at a loss of what to even say. I don't trust you nor do I want your services & should be reimbursed by you for lack thereof on two serious occasions & many other non life threatening but serious nonetheless.

I am updating my rating from angry to satisfied with a caveat. I am Happy with the monitoring service that i have for 32 months although it would have been nice if it was about $10 cheaper. I am Angry at the process that I endured while trying to move the service. I am Satisfied with my contact with John ** and how he handled resolving my account.

Original Review: Nov. 10, 2014

We had a great set up and excellent monitoring service. Moving our service was a different story. We were moving 4 months shy of what I thought was a 36 month contract. I had all intentions of just eating the 4 months and cancelling the service. Upon learning that it was actually a 42 month contract I had a lot of back and forth with Monitronics, some good more bad but I conceded and made the decision to move the service. I spoke with Barry and he confirmed that the unit in our new home was a cell unit and that Monitronics actually used to monitor it so the $150 credit that they were providing would more than cover the service because all the technician had to do was come in and reprogram it.

The installer came to the new home and indicated that the unit would not function and would need to be replaced and that we would have to get authorization from Monitronics before he could put the new unit in and since it was Saturday, we would have to wait until Monday. Ok no problem. Upon calling Monitronics on Monday I learned that the cell unit would need to be replaced; however, it would be at my cost as the technician already billed them for 2 hours of service. I informed Monitronics that the technician was only there for 10 minutes, that we had advised the technician on Saturday that Monitronics was covering up to $150 so if the unit needed to be replaced then replace it but insisted that he needed authorization from Monitronics. Monitronics then contacted the sub-contractor they sent to do the install then called me back saying they would cover $150 for them to come out.

The installer called me back to set up the appointment. They then called to follow up regarding the unit and said that the old cell units were now being upgraded from 2G to 4G and now the unit was going to be $400. I'm now starting to wonder if this is a racket. If the display goes out when the power has been turned off to a home and they generate additional revenue by switching out perfectly good units. Either way our family decided that we are not coming out of pocket for "new" equipment so we may as well cancel the contract and eat the cost of the entire ten months.

I called Monitronics to remove auto-pay and make payment to cancel the contract. I had the misfortune of dealing with Ashley. Per the contract, I can cancel, terminate early for 75% of the remainder of the balance. When we set up the move they lowered my bill to $42 from $50. At ten months remaining that's $420. Monitronics would not honor this as they said that was contingent upon the move so my cancellation cost was being calculated at $50. I explained to them that this is completely unethical as that was 1). Not stipulated and 2). Even if the move had not been completed, come the end of the month they would have auto-drafted me for $42 anyway. Ashley even agreed that that's exactly what would have happened thus negating her contingent on the move argument.

So they won't budge on the $42 vs $50. But to add salt to the wound, they refused to send me an email confirmation that they canceled my auto pay and insisted that I would receive a letter in the mail within 7-10 business days. Ok so the company that just conveniently adjusted how much was remaining on my contract now wants me to trust that they canceled my auto pay and won’t send me an email confirmation even though they happily emailed me a copy of the contract? I informed Ashley that the internet was riddled with complaints of Monitronics continuing to draft people when they weren't supposed to and I would appreciate an email confirming that I canceled. She refused. Fine! So I asked if I could at least get an email confirmation of my final payment as I would like some proof that I paid $375 to cancel the account. She says I can only get that if I pay online.

So I try to log online and my account has already been placed in cancel status so it is not letting me log in so I have to call back for the umpteenth time. I pay the $375 and I am done. No email receipt or anything. I can only hope that come the end of the month my account is not drafted another $50 or $42 because then I will have to go through this process all over again and will have to write another review. In closing, even though we did not have problems when we had the service, based on how this company does business, I would not recommend them to anyone and feel sorry for anyone who saw my yard signs and signed up with them. Monitronics, you don't deserve the business.

I've been paying for nothing! How nice that she did offer 3 months of downtime credit after we move into our new home, but now there's a problem getting it reconnected (uses cell service) and they need to send out a technician. Ummm... I now live over an hour away so that's not happening. Like I told the lady on the phone, I'll be paying for a dead system because we can't come there for a technician. I'll add that a technician was already at our house this summer for problems with the system! It would seem that the majority of the time we've now been with Monitronics, our system has been malfunctioning and really has been nothing more than a decoration for $50 a month.

We've had so many problems that my husband told them they should cancel the contract, it's so bad, but of course they won't. There's NOTHING Monitronics can do to make this right because we've had so many problems this entire year. They don't communicate or put things in the notes when we call with problems which is what I tried to discuss with them today. We will ride out the contract and NEVER use them again after that. I have recommended to my friends to never use them, and we've had security on our home for 9 years with several different providers, but Monitronics is the only one we've had problems with. I've had enough "I'm sorrys" from them. For all the issues they should have voluntarily cancelled the contract.

With the new digital systems available, we decided to switch to one of those. We called to cancel Monitronics and the only thing they said was that we needed to send in a letter for their records. We were told nothing of a cancellation fee or a notice period. So, we proceeded with our new service installation. A few days later (after we sent our letter via snail mail which they expressly required) we received an email from them with a copy of our 10+ year old contract scanned with the note "here is the copy of your contract as you requested." No name and it was sent from a generic email. Not knowing why this was sent, we called them and they said we had a 30 day notice requirement and that we would owe for that period of time, despite our having already replaced their system.

This is the first we heard of this. We then asked what this amount would be and they couldn't give me a number, saying that it was based on 30 days after their receipt of our letter and after when they actually read it. WHAT?? Note that for each person we spoke to we asked for a last name and contact information (email or phone number) and were told each time that they didn't give out that information. We reminded them that likely thousands of their employees have access to our social security numbers, names, security code, pass code, address, etc., but apparently we can't have anyone's full name. We asked to speak with a manager who gave us the same story, then someone senior to that person who also said the same thing. We wrote an email to their (also anonymous) Executive Response team (had to dig deep on their website for that link) demanding an explanation and a confirmation of our cancellation without additional charge.

Meanwhile, we looked online for a way to stop our auto pay of the monthly amount but BEWARE THAT ONCE YOU SELECT AUTO PAY THERE IS NO WAY TO TURN IT OFF ONLINE!!!

We finally got a response from someone who allowed us to cancel without further penalty as I think they decided it wasn't worth it to pursue, but only after very harsh conversations and emails from us making it clear that we would not pay another cent beyond that already paid and that we were not going to back down. They promised to send us a confirming email but guess what...we never got that.

Then today, I received a letter from them (dated prior to my conversation with them) stating that "Upon reviewing your paperwork, we found that authorizing information is missing from your request." That's it. Nothing saying what was missing. And, comically, ending with "Thanks for allowing Monitronics to help keep you safe." I called immediately and was told yes, our account was cancelled and I could disregard that letter. I asked for my own edification what was missing. He said "probably a signature." Nope I said, it was signed and I have a copy of it showing the signature. The letter had our name, account number, address, date of cancellation, signature...what was missing? He couldn't say. I called the number on the letter that they sent me and they couldn't tell me what was missing. So what, if I hadn't had the separate conversation previously cancelling the service and I just followed their procedure to cancel, I would have had to guess what else they wanted? SERIOUSLY?? Because he confirmed my account was actually cancelled I decided not to pursue it further with him. However, I felt a duty to write this review so others can be forewarned.

Essentially they make it easy for you to sign up but throw up big roadblocks if you want to cancel (snail mail letter, response letter saying "information incomplete" without explanation, no ability to stop auto pay, no full names or contact info to hold people accountable, etc.). I'm baffled as to why anyone in this day and age would think that those tactics would work long-term but obviously they aren't the sharpest tools in the shed. Yet another reason to pick a different monitoring company. BUYER BEWARE!!!

I tried to cancel my service again and was met with the same unhelpful customer service and a demand, and I stress demand, to send a letter. On an unrelated note, I had to cancel my credit card for security reasons a few months back and it had the benefit of stopping the autopay, which I wish I would have done earlier. I refuse to write a letter in this day and age. I waited 6 weeks or so and found the number on this site and called. Lo and behold! The impossible happened, I was able to cancel by phone. I cancelled my service on 9/22/14. They billed me until 10/22/14 which is fitting, and a final kick in the jewels, but at least it is finally canceled. I would give them no stars if it were possible. Horrible customer service, mediocre product, scare tactics and bad sales experience. The only thing positive about the whole experience was taking a 12 gauge to the alarm console once it was finally over.

Original Review: Nov. 6, 2014

I have had similar problems as many of the complaints already written. I, too, was with Security Network before they switched to Monitronics. I have not been satisfied with either company and would not recommend their services to my dog. I recently sold my house that I NEEDED an alarm for. I have moved and do not even own a house anymore. The people who bought my home do not want services and I don't know anyone who could take over my "contract" (nor would I want someone else to be a part of this mess). I was told that I still have a ridiculous amount left on my "contract". She claimed that a 5-year contract was signed. WRONG!!!! I feel like there has been NO attempt to right this mess after I have paying for this crap for already over 3 years.

I received a phone call at 2:00 pm stating that the technician was not coming and that additional action would be required on my part. I was told that the technicians in my area are not qualified to install the home automation products (switches and thermostat) and that I would need to contact a local electrician to obtain a quote, pass that quote back to Monitronics for approval, once approved I could schedule the electrician, pay for it myself, submit for reimbursement to Monitronics and then I could expect someone to come back to my house to activate the components, forcing me to take more time off from work (already took half a day off).

Are you kidding me? What kind of company offers products and services that it cannot support? I have to do my own legwork to add features and functionality to my system that I pay you a monthly fee for? Where is the customer service here? You expect me to spend my own time coordinating electricians and obtaining quotes all so you can extend my contract and charge me more a month? I had the highest of hopes after my first call with Monitronics after being transferred from Security Networks but something tells me it is just the same B.S. organization under a different name. If this is truly the case, I look forward to watching Monitronics fold just like Security Networks based on terrible customer service. You as a company need to realize people have a choice where we spend our money and come May 5, 2016, I personally will not spend another dime with Monitronics.

Soon after the technician set us up, we started having issues. The alarm would sound at random times with a Zone 4 issue. This happened in the middle of the night. It happened when we were at work. There were numerous times when I drove 40 miles home to respond to an alarm on a Zone 4 sensor. We had the technician out several times to diagnose the problem. Each time Monitronics wanted us to pay to have the wired sensors replaced with wireless sensors. Each time Monitronics wanted us to pay a service charge and extend our contract terms. Each time I said NO, because it hasn't worked since Day 1!! The third time they came out they said we needed to replace 10+ sensors and it was going to cost close to $1000!

I again said NO! I suggested that if they had installed the original equipment we were supposed to get that we probably wouldn't be having the problems we had. They said that was not their problem and we would have to pay for any other changes to the hardwired system. At the end of each service call, they would finally agree to replace (3) sensors at no cost. So over the last few months, we have have actually had about 8 sensors replaced. However, our problems continue...

I told their customer service as of the call a month ago, that I just wanted a system that works. I look forward to the day when I am no longer a Monitronics customer, which will be the day after my contract expires. I said I didn't want to pay for anything else, because I've already given them enough of my time, fuel, sleepless nights, etc. We ended that conversation and it was about a month before they called again last week.

This time my customer account manager (Taylor) said she can offer me a touch panel system (like I was supposed to get originally, right) and would replace all the hard wired sensors with a new wireless technology. My monthly rate would sound the same and I would just have to pay a $57 technician fee and agree to a 28 month contract. I'm thinking great, they are finally about to take care of this bad deal! My response was "it's about time" and Taylor responded that we would not have any more problems with the hard wired system after making this new change.

Well today (10/31/14), I took another vacation day to meet the Monitronics technician and to install our new equipment. Upon arrival (late by 45 mins) the technician takes out some of the new wireless equipment they are supposed to install and says "Well, this part is broken, so we will not be able to do this today". He also says "well, they didn't send me with any wireless sensors on this order" and "you mean to tell me you still have some hard wired and wireless sensors too?"

So, he got Taylor on the phone. This time she says she cannot extend the previous offer and now the terms need to change to a $125 technician fee, plus extending the contract to 48 months as well as going up on my monthly monitoring fees to almost $40 per month. There it is, the old BAIT & SWITCH!! I told her essentially that she is trying to bait and switch, I'm not paying more (again), I'm tired of being jerked around by Monitronics!!!

I'm sorry this story is so long, but it documents the last 4 months of HELL we have been through with this company! And to think, I used to be a HUGE Monitronics fan! Oh well. I'm looking forward to the day my Monitronics contract expires so I can go to ADT or Brinks, or somewhere else...anywhere else. In the meantime, I'm hoping the Monitronics sign on the road keeps my home safe. Fortunately, I am a believer in the right to bear arms. I'm paying $35 per month to display the sign and my system is worth $.02. As is Monitronics customer support.

Original Review: Oct. 31, 2014

We started our service with Monitronics Oct. 8, 2009 with a 3 year contract. We never missed a payment. March 10, 2010 we were advised that our system was not connected to our local Fire or Sheriff's office, since our county needed us to pay a permit. So in fact we had no service for 6 months except for the loud noise and hope our neighbors called 911. We let that slide and got our permit at an additional cost. Our problem came in July 2014 when our phone line was updated to digital making our system useless. I called that day to cancel, sent my letter yet continued to be billed. I called in Sept. to see why, they claimed no letter received. I sent a second letter the same day still being billed. Called again spoke the Josh (manager), he said my letter was received 10/7 and my billing would stop 11/7 due to 30 day notice I had to give per my contract. No one Ever mentioned the 30 day notice if they had I would have faxed letter.

My equipment is off my walls sitting in a box since July yet I still have to pay for the extra 6 months. That is a total of 1 year I have paid from the 1st error in 2009-2010 and now the lost letter and 30 day notice. I have my original contract and there is no mention of the 30 day notice, nor did the 3 people I talked to mention it. Their calls are recorded so that can be verified. All Josh would say is it's company policy, nothing he can do. He finally agreed to request a 26.00 refund but not to count on it due to company policy.

I am now using my system and feel completely secure....I've been assured that I will be taken care of if I need assistance in the future, and if not, I have John's number. Overall, I've been quite surprised by the rapid response I received from Monitronics, and look forward to continuing my business with them.

Original Review: Oct. 30, 2014

My original contract was with Devcon security company, but it suddenly changed to Monitronics after a year or so. I recently had some changes in my income, and also, I'm not using the security system so I called to cancel my service. I was told I would still be held responsible for the remainder of the contract, whether I was using it or not, until the year 2017! I specifically asked what other options were available and was told none. In addition, I've never been satisfied with the security of their system. Initially, 3 of my windows had no sensors at all, and when I was finally told this by Monitronics I was shocked...I had no idea, as well as upset that I my home was not secure.

Eventually they sent me the sensors to install myself, which I had to pay for, or they could send a tech, but I would have to pay for that too. So when I tried installing them, it was a problem b/c of my particular windows. After calling them, frustrated and angry, they sent someone out who also had problems, and the sensors just fell off a couple days later. I don't feel "secure" and at this point just want to stop paying for something I don't use, nor do I want anymore "help" getting it to work right. To be told I have to pay $50+ a month till 2017 for something I don't even use is ridiculous!!! And why I'm being held under a contract not with Monitronics is wrong.

Well several months later I noticed that they had began billing me again. When I called I was told my fax was never received, although they never tried reaching out. No letter, no bills, no email, nothing. I called customer service and was then told that faxes were no longer accepted and I had to pay to send a certified letter, and that they could not credit back the months I had been billed even though the system is off. I asked to speak to a manager that could resolve my issue, and was told none were available but that they would have a manager call me back within 48 hours. It has been over a week, no call. I hesitate to call back because each time I do I spend no less than an hour on the phone between hold time and being transferred around. I can dispute the charges with my bank but I would much prefer Monitronics properly reimburse me and cancel my service.

As someone else expressed, after this experience I would not recommend this company as their cancellation policy is to keep charging you as long as possible and will come up with any reason why. After reading other reviews it is clear that they are doing this on purpose and their customer service agents in the cancellation dept are trained to give customers the runaround. Do not enter into a contract with this company, even without a contract they still will continue to bill you.

The Monitronics representative declined the information. I had requested that Capital Connect and Monitronics respond to several issues which had been reported to the Alarms Systems Administrator and Codes Enforcement. As a result of problems created by Capital Connect, Capital Connect was ultimately denied licenses to solicit business and install alarm systems in the City of Las Cruces. The Monitronics representative who called indicated that although the Monitronics name was being used, Monitronics "only" had a contract to provide services to Capital Connect customers and clearly wanted to distance the company from the situation. Nonetheless, she said that she would take it to "higher ups" and call back the following week with a response. But the call never came.

The situation became so problematic that we exercised our right of rescission: cancelled our contract and had the system removed. The technician removed the Capital Connect equipment and left us with our prior alarm system in an inoperable condition. I am concerned that Monitronics opted to involve their corporation with Capital Connect and believe that part of corporate responsibility is to determine through due diligence if potential partners are conducting business responsibly. When I contacted officials with the City of Las Cruces I was advised that both codes and police offices had been trying to apprehend the individual marketing Capital Connect alarm systems because he was bringing carloads of teens to Las Cruces from El Paso and dumping them in residential neighborhoods to solicit business. Such activity was a clear violation of the city regulations regarding who is allowed to go door to door soliciting business (such individuals have to undergo criminal background checks to prevent citizens from being subjected to interaction with undesirables).

Below is the list of the problems that we encountered as a result of the activities of Capital Connect with whom Monitronics has an admitted contractual relationship:

Problem #1) The Capital Connect representative indicated the City of Las Cruces police would not respond in a timely manner to calls that were not verifiable. The delayed response time is only for those alarms identified as "nuisance" alarms. This is a serious misrepresentation of facts. Notes written on brochure by representative indicate that a "call over phone" system is not in compliance with the Las Cruces alarm ordinance which is also inaccurate.

Problem #2) Capital Connect makes representations on their brochure that are not supported by contract language and failed to provide a contract that would rectify the problem.

Problem #3) The Capital Connect contract specifically states that equipment was warranted on a limited basis for one year only. The brochure says otherwise, but there is nothing contractually to support the claim on the brochure.

Problem #4) The brochure states that monitoring is done by Monitronics, but the contract specifies that the monitoring service is being provided by Capital Connect.

Problem #5) During the course of the installation of our system, the representative, triggered a false alarm (a panic alarm) that resulted in a uniformed officer coming to our home. I don't understand how this could have happened if a two-way interactive system was installed. The representative was standing in front of the unit and could easily have responded to anyone seeking verification regarding the alarm signal. This raises questions regarding the reliability of the system. For the first time since we have had an alarm system in our Las Cruces home (for many years now), we were faced with potential penalties for having triggered a false alarm. A Monitronics representative called hours later regarding the panic alarm that was triggered.

Problem #6) Capital Connect did not have a license to solicit business in the City of Las Cruces.

Problem #7) Capital Connect did not have a license to install systems in the City of Las Cruces.

At this juncture and in this situation, I believe that neither Monitronics nor Consumer Affairs have manifested the level of corporate responsibility that they claim to embrace.

I finally had to call and find out when he was coming. He's scheduled a week later (paying for all services but don't have some for a week). The morning he's supposed to come I finally call because I hadn't heard from anyone. They tell me they have to reschedule because my technician didn't leave switches. Well, he comes today and supposedly the way my switches are, they were only able to set up my outside lights. Really?! Being able to turn on lights remotely were one of the main reasons for wanting to upgrade. Two people were in my house. They could have told me there would be an issue with my lights.

After this experience I would not recommend this company as their cancellation policy is to keep charging you as long as possible for whatever silly reason they decide to. After reading previous reviews it seem they are doing this on purpose or have extremely incompetent people working in the cancellation dept. Either way, do not enter into a contract with this company.

Original Review: Oct. 21, 2014

Poor Technical support, charging for it, sending person with basic knowledge and then charging for it. There is no warranty on their devices and you have to pay for it with some mark up.

I have been a customer for almost 3 yrs now and my contract will soon be up. I figured a company would like to have a continual contract relationship, just as cell phone carriers do. I can get a iPhone 6+ for $299 with a 2 yr renewal contract, while retail would cost me $850, just a point I am making, in relation to this. So I figured Monitronics would want me to continue my relationship with them for another 3 yrs. I can get an entire brand new system for what I was quoted at another alarm company, and become their customer instead.

A year later I accepted a job transfer to Pennsylvania and I sold my home. It was my understanding that the Monitronics contract had transferred to the new homeowner. What I didn't know was that the new owners decided not to use the Monitronics system and turned the system off in February 2013. They installed a different security system.

I never received any calls or letters of inquiry from Monitronics even though the system was turned off. But the auto bill payment from my checking account wasn't turned off and I continued to pay for the service, now over $800. When I discovered the oversight in Aug 2014, I contacted Monitronics and was told to send a letter. The letter is currently under review but I'm being told over the phone that there's not much that can be done. I'm told that I signed a 3 year contact and that my options are either: 1) take the service to my new home; 2) get the new homeowner to pick it up; 3) pay $368.57 to close out the 3 year contract.

I believe in paying for service. I've already paid over $800 for a service that was turned off. Now I'm being told to pay more money for the same 'no service'. My contract refers to another document which I never received for an explanation of my rights to cancel the agreement. At this point, I'm just waiting for an official response from Monitronics. If my money is refunded for service that was turned off, I will be offer to be their #1 spokesperson. But it my money is not refunded and if I have to pay more money for no service, well, my experience will be very low.

Last month we got our credit card bill and were surprised to see another monthly payment for Monitronics. My wife called and was informed that they never received our cancellation letter. She asked for a refund and was told that was not going to happen. I called later in the day and asked for a supervisor. I was told the supervisor had a list of customers she was dealing with, so I would be added to the list. She took my name and number, and as of two days later I have still not received a call! I was also told that they require 30 days written notice of cancellation, so I would be charged again next month...

This customer service level is unacceptable, and having read a few of the comments on here I see that is their normal service level. DO NOT DO BUSINESS WITH THEM!!

Now 2 weeks to the day tomorrow our system is still malfunctioning, alarm going off at all hours, sensors not working. We were told by Monitronics it would take 2 weeks to get a technician out to our home. They said we were not a high priority... REALLY!!!! Getting robbed less than 2 weeks ago doesn't make us a high priority??? I will NOT recommend this company to anyone! DO NOT TRUST YOUR FAMILY'S SAFETY TO THIS COMPANY. YOU COULD LOSE SOMEONE YOU LOVE. ):

We now are senior citizens, living in our RV, and cannot use an alarm service. Most companies allow people to discontinue services if there is a change in life circumstances. Monitronics expects us to pay nearly $2,100 in fees for a service that no longer exists, is associated with no monitoring costs on their part, and is impossible for us to use. Like many of the other reviews, I would not recommend this company to anyone.

We have always paid our bills, but I have a hard time sending a company $2,100 for nothing.

Original Review: Sept. 29, 2014

I originally signed a contract a few years ago with Security Networks when a salesman showed up at my door. Security Networks was bought out by Monitronics. Since I thought my contract was up - it's been over 3 years - I wasn't concerned about the new company taking over. I've paid my bill on time every month with auto pay payments. Here is where things get interesting: We recently sold our home and now Monitronics tells me I have a contract with them. I did not sign a contract with Monitronics. The home that we moved into has an alarm system and built in (it's part of a development), but Monitronics is now telling me that I owe them more than $1,800 to get out of a contract and they are still charging me for a monthly service that I cannot use.

Say what?!?! Why should I pay for a service that I cannot use? We've spoken to a number of representatives and were even - supposedly - transferred to their legal department. The rep even asked me for a copy of my contract. So how can you say I'm under contract if you don't have a copy of my contract?! You should be sending me a copy if I'm really under obligation to your company. Now they want to ruin my good credit for an obligation that they can't even proves exists! I don't have a problem paying for service or even a reasonable cancellation fee, but Monitronics is a bloodsucking company that uses unsavory business practices. DO NOT BELIEVE THE DEALS FROM DOOR TO DOOR SALESMEN AND DO NOT DO BUSINESS WITH MONITRONICS.

I asked, since Monitronics usually only offers a 36-month contract, and I had fulfilled that portion of the contract if I could cancel for no penalty. The moving agent said it was unfortunate my contract was longer than normal, but I would have to pay $1,149.77 in order to turn off the services at a residence I no longer own. As someone who paid my bill on time and has already given Monitronics $1,849.63, I am very dissatisfied with their dealing with my moving. I would never recommend them to anyone and certainly won't purchase their services again.

What do I do at this point? I tell them that's really a devastating thing to hear and I'm very unhappy. That was the end of the conversation. At this point I'm depressed and feeling like a failure. Feeling like I'm so stupid for trusting people and what is wrong with me. So, a couple of days go by and I'm still not sure to do about it. Then, this person name Ralph calls me and starts screaming at me on the phone. I ask if I can cancel my contract. He then threatens to sue me. I start to get angry. Why is this guy yelling at me? He can sue me just for asking to cancel? He then proceeds to tell me that he will call the cops on me and tell them I have drugs in my house if I try to cancel. At this point I am livid and become quite defensive. He then tells me, "Just remember, I installed your security system and I can disable it so you better be careful". I feel violated. I feel abused. I feel scared for my safety. I want people to know what they did to me.

Original Review: Sept. 25, 2014

My equipment became faulty due to there no longer being 2G towers in the area. I called Monitronics and had a service call scheduled. I paid $199 for new wall unit that worked with 3G and at that time unannounced to me with no written agreement they locked me into a several year contract that doesn't end until 04/05/2017 and upped my price from $40 a month to $46 a month. I no longer live in the house and they refuse to cancel my service unless I pay the remaining amount on my contract. This is all due to their equipment being outdated and no longer working. Prior to the equipment being installed I was not under a contract. I was a good standing customer for over 3 years and now they refuse to cancel my service and by the looks of it this will all need to be resolved in court. DON'T USE THIS COMPANY for your home security service.

This morning I was informed that until their records indicated that they had received a letter requesting cancellation of service, they could not stop billing me. I sent that letter in July of 2013, and was told that the billing would end at the close of my contract, which was July of 2014. Since then I have been billed twice more. But their records do not reflect that letter, and they will bill me until it does. I was also told that it would take 30 days to process this cancellation of service. That is an extraordinarily long time... time enough, of course, to bill me another month of service.

I asked that they do the following: Confirm receipt of the letter. Close the account, since I no longer live at that address, nor have they provided service there for the past 14 months, nor do I require service in my present address. Confirm that the account is closed. Stop deducting money from my account. Offer a refund of all monies they have collected since the expiration of my (two year) contract: so far, $63.98. I would consider these steps a minimum standard for a company that wants to preserve a reputation for honest business dealings. I am not convinced they are such a company. I would like to be convinced. The profusion of similar reviews does not instill confidence.

I cancelled the Security Networks "service" in February, as none was being provided. They continued to debit my bank account for two months after the cancellation, even though their authorization had been revoked in writing, until I put a stop pay on my account to stop it. Even then, they changed the name to Monitronics, got around the stop pay, and debited one more month. I have repeatedly told them why I cancelled (breach of contract, failure to provide contracted service); they seem to think I am still going to give them more money. My attorney will begin legal action if the harassment does not cease - they are now frequently calling (harassing) a 3rd party who was only given as an emergency number in case I or my mother could not be reached when the alarm went off. My not paying them does not constitute this type of emergency. My next contact will be a complaint to the Attorney General for the State of Colorado; they need to take the money that they got for the many months of "service" when they weren't doing anything, and the 3 additional months that they illegally debited my bank account for, and walk away.

I have repeatedly told Monitronics reps that I am not interested in speaking to them by telephone. If they had wanted to contact me by email, they were welcome to do so, but they did not. They knew my address and could have sent me correspondence, but all I got (and continue to get) are "overdue ongoing monitoring" bills (more service that is not being provided). They obviously do not want any written record of any negotiations or complaint resolution. Instead they want to resolve everything by telephone on their "recorded line", so only they have record of it. STAY AWAY FROM MONITRONICS!

Original Review: Sept. 16, 2014

A few months ago, Monitronics acquired my Security Network account without receiving notice from either company. Not long after that, I received a call from Monitronics that my wireless security system was unable to communicate with their system. I told the rep I never had this problem with Security Network so he offered to send a technician to decipher the problem. The rep informed me that the technician would call to schedule an appointment. Scheduling turned from a simple process to a grueling one month ordeal.

It took 2 weeks to get an appointment. The technician never called to schedule and the appointment was made through a Monitronics rep. On service day, the technician called 15 minutes before the end of the scheduled time frame to say he cannot make the appointment. Another appointment was made for later that week. Two technicians arrived late (after 6:30), then informed me that they would have to return the following day because they did not have the equipment (a new wireless receiver) to fix the issue since Monitronics never informed them that the problem may be equipment related nor gave them a preauthorization to pick it up. Verbally, they told me they would return the following evening to complete the work order.

They never returned the next day nor did they call me to say they couldn't make the appointment. I called Monitronics and a representative rescheduled an appointment with a different contractor and for my troubles, she waived the monthly service fee for the following month. A technician finally showed up and he concluded that my alarm system/equipment was incompatible with Monitronics and I would need an entire new alarm installation; however, Monitronics may not cover this. My alarm system worked fine before Monitronics took over my account nor did I ever have a communication issue with Security Network so he suggested I speak with accounts resolution and he would document all the needed equipment for the installation.

I spoke with an accounts resolution rep and he agreed to install the new alarm system under warranty and I would not have to pay anything out of pocket. The same technician returned to install the new system; however, when he spoke with Monitronics during the set up, the rep claimed that keypads were not included in the preauthorization. The technician was in disbelief since he clearly documented that keypads/panels were needed and therefore have completely removed all of my old equipment. The rep took advantage of the situation and tried to force me to extend my existing contract or pay. I refused to extend my contract, after experiencing nothing but dissatisfaction with Monitronics. The rep was very unprofessional and rude. I told her I spoke with accounts resolution, who had approved the installation without fees.

Apparently, she did not read these notes since she was shocked by this info but chose to ignore the notes. Her comments were "Did you really expect you would get all of this for free?" and "Aren't we doing you a favor and trying to work with you?". I opted to speak with Monitronics after installation. I called the billing dept. and explained the entire situation. The rep stated that everything I said had already been documented and assured me that under my account, he entered a note that the installation fees were waived and I would not receive a bill. Since then, I have received two bills for not only the installation, but also for the waived one month service fee. This is deceitful practice and Monitronics' integrity is questionable at best. I am leaving Monitronics. I have a hard time believing this company received an A+ standing with the Better Business Bureau. I strongly discourage anyone from using Monitronics!

Original Review: Sept. 7, 2014

I signed a contract with Pinnacle on 3/18/10. Made payments. Next thing I know payments wanted by Defcon offering customers my service for 15 dollars less. Contacted them by email 3 x's to xnl no response. Next moved to Monitronics. Figured let it ride was just a name change. I WAS NEVER INFORMED this was a company buying out my contract and never asked if I WANTED TO CONTINUE WITH THEM. I did not for numerous reasons. Informed whomever I spoke to at least 3 times that I wanted to end my contract in Sept the natural end of my contract (Sept 18 2014). Got a bill. Paid it for August and SEPT and nothing else. Got a call info me that I am 44 days late on my OCT bill. Explained contract ends Sept and paid until then. Informed I need to fax and send letter 15 days in advance re cancel of my contract. Fax out and letter out. But, since I never had a contract with YOU I do not feel contractual - I neither have to honor this 15 day nonsense nor do I have to accept this. I HAVE TO PAY A MONTH IN ADVANCE OF MY CONTRACT so YOU can prorate money back to me. I EXPECT this to be resolved IMMEDIATELY.

Original Review: Sept. 3, 2014

I cannot understand for the life of me how my home is not being monitored but my checking account is being charged. All I wanted was for a technician to come out and show me their new system. Now I am being charged a monthly fee and I have no system that is monitoring my home. How can this be remotely acceptable from a customer service point of view, a value point of view or an installation point of view. Therefore, I must give the lowest rating to all three categories.

Original Review: Sept. 3, 2014

I was approached at my door 9/11 and was offered security service by a company called Pinnacle. I signed a contract for 42 months. Since then they sold their customers to Devcon then Monitronics. Devcon told me the contract was voided when they sold the company. Now Monotronics tells me I have a contract with them. I signed nothing with them. I'm moving to where the alarm is set and built in but they want their 6 months. I paid 36 months to a company I never knew. I called to tell them thank you but have to go will pay my last bill. No they want $311 for breach of a contract I never signed with them. I want this resolved.

I called today to check and was sent all over the pass and ultimately told that they would not allow it and that the contract is legally binding which may or may not be true but is definitely POOR customer service. I asked why they would ask for the fax and he stuttered and said it was for screening for canceling. The only options my poor parents have is to pay the contract, turn over to family, or sell it to someone else. When my parents signed the contract they didn't know they would need to go into a nursing home. It's something that happens. They said that the reason for the security was to magically keep them from a nursing home because they have a necklace to carry around. Do not be deceived!

Original Review: Aug. 27, 2014

After hearing the nightmare stories of cancelling Monitronics, I was hoping they were exaggerated. My contract expired this month. I sent written notification listing my name, address, phone number, account number, and password saying I would like to cancel my service. Should be enough right? No. This week I receive a letter saying they couldn't cancel my service because they are "missing information to cancel service". Of course they then proceed to charge me for this month. I've called several times. Apparently their "account specialists" only work special times of the day.

Original Review: Aug. 26, 2014

I recently lost my job. Fortunately enough, I was able to find another one; however, it required me to quickly leave Texas and move to California. I found a place to rent, but it does not allow alarm systems in the home. I called Monitronics to explain all this and they said I still need to fulfill my contract. That is absurd. Utility companies allowed me to break their contract because of my move and Monitronics does not?!?! The only other options I was told was to either leave it at my old house and have the new owners pay for it (I have no idea who they are) or have a family member install a system (that requires them to be in a contract with Monitronics). I have been a loyal customer for about 6 years and this is how you are treating me now? This is ridiculous!! I need this resolved ASAP!

I was told that you were not the company that I entered into the contract with, so going to an attorney would do me no good!!! (Told this by a Tony). He said I did not sign the contract with Monitronics, but another company. So it wasn't your company's fault that I was basically lied to so the salesman could get a sale! I said if that is the case my contract should be "null and void" and I should just be able to cancel. I am extremely upset. I was told 24 months (2 years) and this Tony said it is my own fault that I didn't read the contract better when I signed it. I will no longer have a house for an alarm, will have to continue paying your company for an additional 33 months that I didn't even know about, and will have a very limited income because I will not have a job while caring for my mother and my husband has been on disability because of a work injury for 18 years already, and that is what we will have to live on.

I do not know if a lawyer will be able to help me or not, and I certainly don't have the funds to hire one but I also do not have the funds to pay for 33 months of service that I cannot use. I am extremely disappointed. It took me over a month of calling before I was able to finally speak to a "relocation specialist" and this is what I was told??? I have a hard time believing that you could have gotten the Customer Satisfaction Award for 2013.

I was instructed by the woman from Monitronics to write a letter to Monitronics stating our intent to cancel our service and to also include a copy of a recent bill to further verify our identity. I complied with both requests and faxed the information to the phone number which the woman provided. The following week, I followed up with the woman by phone and she told me that she had received the letter and that the billing would end after the current month, which I believe ended sometime in mid-November 2013. She said she would try to pro-rate the bill back to October 31st (the date I requested payment be terminated) but that at worst, we would need to pay for the full month's payment, which were essentially the September-October bill and the October-November bill. I said that was agreeable and anything she could do would be great. I also asked if there would be any additional charges, cancellation fees, etc. and she said there would not.

I wanted to be sure that there were no loose ends because I was leaving the company effective October 31st, 2013 and could not technically act as a officer or representative of the company after that date, even though I did call up later to confirm the faxed information had been completely received, which she stated it had.

Several months later, in early 2014, I began receiving calls from the Monitronics billing department stating that our bill was delinquent and that our account was still active. I went on to explain to the Monitronics representative that I had faxed in our intent to cancel in October, as well as all additional information they required, and that our service should have been stopped on October 31st, 2013. The new representative then told me that there was no information on my account showing that though there were records of calls related to cancelling our account in October of 2013, that no fax or letter stating our intent to cancel had ever been received or recorded in their database.

Over the course of the spring and summer of 2014, I continued to receive periodic calls from different Monitronics representatives regarding the same issue, that our bill was past due and that our service was STILL in effect even though I had stated previously to CANCEL the service immediately. Now in early August 2014, I began receiving harassing calls from someone who stated they were with a new company (which sounds like a law firm, but is most likely a collections agency) stating that I owe them something like $380. They say that they are contacting me because I was originally the one who signed the contract, even though I was acting as a representative of the company at which I worked. I have NO intent to pay anyone other than Monitronics. I just want Monitronics to admit their error and agree to a final payment, which should have been somewhere around $60.

This collections person stated to me all kinds of contractual obligations, that our contract automatically renews each year, etc, even after the representatives at Monitronics said that we would only be responsible for the last two months of service since we had fulfilled our original contract of three years. I have no problems agreeing to pay what I feel is due per my conversation with the Monitronics rep back in October 2013. Our original contract was for three years, which would have concluded in 2007. We have always been in good standing with Monitronics and the woman I originally spoke with at Monitronics seemed genuinely friendly and willing to help me get the business account cancelled and I had never had any problems with their services or customer services prior to this.

To make matters even worse, they are reporting the collection to my own personal credit history! I'm not even employed by the company anymore! This seems like extortion and definitely smells of illegality to me! At this point, I'm not sure who I can contact at Monitronics to help me resolve this issue, short of hiring a lawyer. I no longer have access to any of the billing information as I am no longer with the company, so I really don't know what to do.

Original Review: Aug. 20, 2014

I called to cancel my service. Initially the customer service representative was pleasant and helpful but then I was transferred to the "Loyalty" department to complete my request. I was put through several minutes of high pressure sales to keep the monitoring service when I repeated my request to cancel the representative became very rude and demanding I provide a written cancellation and they claimed they would still autodraft payments from my account.

Original Review: Aug. 19, 2014

So apparently if you are selling your home that has a Monitronics system but can't use Monitronics in a temporary facility while your new home is being build then you are still contractually obligated to pay for their service even though they are not hooked up to any system or protecting your home. How is this legal? We will make sure our new home will not use any security system related to Monitronics. Horrible business.

Then in July, lo and behold, more phone calls and letters demanding payment! So I call Again! On Aug 1st and I am once again told I am sort blah blah blah, "it is cancelled and won't happen again!" On Aug 3rd they call again and when I finally get a human and speak with Edgar, he assures me we will not receive anymore phone calls, and it is cancelled! But it could take 30 days to cancel, seriously? It takes a freaking push of a button these days, and it's been since May! So my brother calls today and says he has a letter from Monitronics for delinquent account!!!!! ATTORNEY GENERAL OF WVA RECEIVES MY NEXT PHONE CALL. GOOD GRIEF. YOU ARE SUPPOSED TO BE IN CHARGE OF SECURING OUR HOMES AND YOU CAN'T EVEN HANDLE A SIMPLE FLIPPING PHONE CALL!!

We had serious concerns regarding Capital Connect and Monitronics which we documented and provided in an e-mail to Tony ** who represented himself as a manager with Capital Connect (the text of the e-mail is presented below). Various representations had been made by Capital Connect in the sales brochure that were not supported in the contract language subsequently provided. Mr. ** failed to respond to our concerns and we learned that the City of Las Cruces had also been having major problems with Capital Connect. Capital Connect was denied the right to do business in the City of Las Cruces on/about August 11,2014.

We exercised our right to cancel on Monday, August 11 (which was within the 3 business days as provided in our contractual agreement) when Mr. ** did not respond to our concerns and after we learned that Capital Connect had not only been denied a license to do business, but that the police were looking for the Capital Connect representative who had been instrumental in placing the system in our home. Capital Connect had failed to secure the proper certifications from the City to permit installations and solicitations. The Capital Connect representative had been loading up juveniles in El Paso and bringing them into Las Cruces to solicit door-to-door without the background checks required for door-to-door solicitors.

Upon cancellation of our contract, we sought to follow up with the Monitronics survey department regarding the situation and the Monitronics representative claimed that they could not discuss the situation with us until after 30 days had passed because 30 days was required for cancellation! We are concerned that Monitronics and Capital Connect are ignoring our cancellation notice which should have been in effect per the cancellation provisions that we were provided. The fact that Monitronics has affiliated itself with a company that has such a dubious track record is one concern. In addition, Monitronics itself appears to be unresponsive to our entreaties regarding the cancellation of the monitoring program which is also very troubling.

You should be aware that I have had some serious problems with how Capital Connect has handled the business transaction for our residence at 2048 Pine Needle Way, Las Cruces, NM. I have been in discussions with our City Council representative and with the Community Development Department of the City of Las Cruces regarding these problems.

Problem #1) Your representative, Trevor **indicated the City of Las Cruces Police would not respond in a timely manner to calls that were not verifiable. The delayed response time is only for those alarms identified as "nuisance" alarms. This is a serious misrepresentation of facts. Problem #2) You make representations on your brochure that are not supported by contract language and have failed to provide a contract that would rectify the problem. Problem #3) Your contract specifically states that you warrant your equipment on a limited basis for one year only. Your brochure says otherwise, but there is nothing contractually to support your claim. Problem #4) You claim that monitoring is done Monitronics, but your contract specifies that the monitoring service is being provided by Capital Connect.

Problem #5) During the course of the installation of our system, your representative, Trevor ** triggered a false alarm (a panic alarm) that resulted in uniformed officer coming to our home. I don't understand how this could have happened if we truly had a two-way interactive system. Your representative was standing in front of the unit and could easily have responded to anyone seeking verification regarding the alarm signal. This raises questions regarding the reliability of the system. For the first time since we have had an alarm system in our Las Cruces home (for many years now), we are now faced with having triggered a false alarm.

Problem #6) Your company does not have a license to solicit business in the City of Las Cruces. Problem #7) Your company does not have a license to install systems in the City of Las Cruces. Problem #8) Your license to do business in New Mexico does not authorize your company to do any and all business in the State, there are municipal codes involved.

Obviously I am very concerned about this situation and require an immediate response with a truly satisfactory resolution to my concerns. We still have the opportunity to rescind this transaction under the Notice of Cancellation provided and will rescind if there is not an immediate satisfactory conclusion. We expect you to provide the correct contract language that supports the claims you make in your brochure and address the issues raised regarding non-licensure. We are anxious to have a just and appropriate resolution to this problem and want to have the cancellation of the contract with Capital Connect and Monitronics honored.

I originally signed a contract with Security Networks, which was acquired by Monitronics this year. When I started having problems with my alarm system (the sensors didn't pick up motion when armed), I called to speak with a technician and was only then informed of the change in service provider. They then told me that my account was inactive, which was a complete surprise to me. I spoke with several different people and was finally assured that the first representative with whom I spoke had been mistaken and the account had never been inactive. Honestly, they could tell me anything and I have no way of verifying it, since the alarm never appeared to give us any problems. I don't know if that is because we didn't have service during that time or because the alarm was never tripped.

Monitronics then sent a technician out, who worked on our system and installed a new sensor (after some haggling over double billing issues they reduced the price of the sensor installation). When he left he said that everything was working properly and we shouldn't have any more problems with the sensors not picking up motion. I was also told that the price of my service would be reduced to $35/mo from $49, but no mention of any other contract terms changing.

This was in May. Since then, the new sensor has NEVER worked. Additionally, today we became aware that the other sensors are not working. I called to cancel my contract and was told that I would need to pay the remainder of my account, until August 2018. When I informed the representative that they are in breach of their contract by not providing the service they agreed to provide and are violating the Deceptive Trade Practices Act by engaging in false, misleading, and deceptive acts, she wanted to send a technician out to try to diagnose the problem. I do not want another technician to come and "perform" services so that my alarm can continue to not work. The technician then told me that I am in breach of contract because I am not allowing them the opportunity to correct their problems. I have already given them the opportunity to correct their problems and they have not and have only charged me more money and extended my contract without my consent.

Probably the most deceptive and unconscionable act Monitronics is guilty of committing is that after the previous service in May, I received a letter that my contract was extended another 6 months after the end of the current term. I never agreed to that and was not advised that by having my system serviced that I would be bound to another 6 months. Very deceptive and misleading practices--to extend a customer's contract without his or her consent or without even notifying until after the fact. I am truly horrified that any company would treat its customers this way.

I am considering legal action. No company should be allowed to breach its contract repeatedly by failing to provide a service it agreed to provide, deliver terrible customer service and keep the customer locked in despite that company's failure to substantially perform the contract.

At approximately, 6:27 p.m., I called the company and explained my situation, and told them that I was within the 72-hour window of cancellation and I was transferred to a person by the name of Nick, Exchange Service Supervision. He also put me on hold and came back and told me that the Retention Department had just closed. I asked what time would they open the next day, and he said he was not sure, but he thought they might open around 7:00 a.m. I told him I would like an adjustment on my bill, which I have to pay next week, or I would like to cancel and he told me to call the next day. I told him that tomorrow I would no longer have the option to cancel after 72 hours, and he said that they would see what they could do for me.

Right now, I am frustrated that I was lied to by the Representative, Madison **, who stopped by my home on Friday, when I was outside doing some staining. I later was told I have a 5 year contract instead of the 3 year I agreed to. If I cannot get an adjustment, I would like for my contract to be changed to 3 years as I agreed to in the first place.

Original Review: Aug. 11, 2014

Last July we had a salesman come to our door and pitched us on a "advertising home" with perks on a security system. We were told there were no false alarm fees, free equipment, and we could call him personally anytime. After signing we had questions and the salesman never responded to our calls. Not once did he mention the buy out after the first year. I called Monitronics to see what we needed as far as moving goes. I was told by salesman just leave it and we replace at new house for free. Of course leaving out the fact you add 12 months service to do so! The customer service representative I talked with had no idea what options I had when it came to moving and ended up emailing me my copy of signed contract. I feel mislead by this company and still need to resolve this as we vacate the home on the 19th!

Original Review: Aug. 11, 2014

I have Monitronics since they took over System Networks. I was not notified till they told me my payment was late. Since then I have been making my monthly payments assuming I had home security. I did not know I didn't till my power went out. When it was restored the alarm box said communication failure. I was told by the tech that they could not get a signal because of my modem. I was told It would cost me $300 dollars to fix it. I have had that modem for years. I was paying monthly payments for a service they did not provide and never notified me. I do not want to do business with this company any longer and would like my payments refunded for money I feel was stolen.

This company is nothing but a scam! So we called and cancelled so we thought. Now they are illegally charging my account! I wrote them one check and I mean just one and they keep running that check over and over now and we have no idea how they are doing it! And they keep telling me now that I gave them permission to charge my account every month and I NEVER gave them permission. They did the auto pay on my husband's account and the one month he had a problem with his check, they must have called at least 20 times asking about their money so I told them I would send them a check to cover that month and then they could resume charging his account the following month.

But after the alarm kept messing up so many times and it did not work after not one but two break-ins, we decided to get rid of them and we thought we cancelled but they still charged his account month after month so we decided to cancel his account and open a new one. That is when they started charging my account. All because I sent them one check in the mail! I do not know how they get away with this! And on top of that we are elderly and very sick and live off of a very small budget! They should really be ashamed of themselves but more than that the Better Business Bureau should step up and put a stop to it or if they cannot somebody out there can!

If anybody knows who or what company can put a stop to these scam artists, please let me know and I will definitely call but if everybody on here calls and tells their story, then something will definitely get done because they cannot ignore all of us! These people really need to be stopped before they bleed all of us dry. I am just waiting to see how much they charge my account next month because that was the other problem. They told us the bill would be $28.00 a month and not a penny more and after just 8 months of service they are charging us $69.53 a month now and that is just wrong! I just hope maybe we can all work together and make a difference and get these scamming lowlife ** shut down for good!

I signed up for the service in 2012 and moved in 02/2014. Upon agreement to add the one year I had multiple conversations with contracted technicians and customer rep from Monitronics. It is 08/2014 and I just scheduled for the third time for someone to come out to install the new equipment in my new home that I moved into in February. Once again I was told I am required to pay over 300 dollar out of pocket if I DID not want to add another year to the contract or pay over 1500.00 to end the contract. The only other option was to add the year to my service that I have not missed a payment on since initiating it in 2012. This company is full of manipulating money hungry liars and I promise as a disabled vet to spread the word to my brothers in arms never to support this company in any way shape or form. I don't deal well with strong armers.

The company had the audacity to assume it was my fault that a technician never came out to my house when scheduled to. My wife waited over 6 hours one day to no avail, for a technician to install the new equipment. Months later I find that the ticket was closed and the technician had the audacity to say I kept forgetting. As a consumer I don't forget to handle things that cost me money on a monthly basis. The supervisor basically dismissed my concerns. I would really like to cancel this service, however I don't have the money to pay a termination fee of over a thousand dollars. I'm a vet on limited income with a wife and three children.

I am in the process of moving and no longer need the service- when I called on 7/25/14. I spoke to a Mr. T. ** employer ID number ** at which time he informed me that I had to pay $1,812.01 and send a letter for the reason I was cancelling and that I would then be billed. I have attached the letter which I sent return receipt (also attached) and in the letter I clearly state that I will consider the cancellation accepted if I receive no written explanation response by the end of the thirty days. I was billed at the end of the month for 50.99 and my service has not been turned off. Interesting thing is that the zip code is wrong (the postman picked up on that). I'm sure we all know the reason for that. If I have to hire an attorney I will.

This last time I called I was put through to the cancellation department. There I talked to someone named John who stated to me even though it was canceled it is still an open account and that they were still charging my dad this whole time. I said, "How could you charge someone for a service you're not providing?" Literally the system was turned off, it was nonexistent. He stated that even though they weren't monitoring his house and he cancelled them his account was still open. WHAT?!!! I had no clue my dad was still paying a bill for service he wasn't receiving. My 80 year old father was terminally ill and now from what John (THEIR OWN EMPLOYEE) tells me, I feel they took advantage of my elderly father!!

John tells me to send him my father's death certificate and pay these charges. Pay for What!!! We have no service through Monitronics, why should we pay for NOTHING?!!! Why should I have to send a death certificate when the system was canceled years ago when my father was still alive! I am going to check my dad's bank statements and see if what John was saying it true. You might be hearing from me again! WHATEVER YOU DO STAY FAR AWAY FROM MONITRONICS!!!!

My wife and I are in the process of of selling our current home. When we originally got the service we were told if we moved the equipment would stay here and we could cancel the service. Now monitronics is telling us we have to either get the new owners to sign, or get anyone else too sign. Or we have to pay 600 dollars for a service will not be using. Then the lady on the phone tells my wife we can transfer service and pay a service fee plus sign another 36 month contract. I looked monitronics move service up and it says it is free service if you move. It also never states that you will have to re-sign a contract. Why would I have to re-sign if it is moved? Also why was I told I that if we moved I would be able to cancel. I asked the lady about settling and was told that is not an option. We have had several issues with the service ever since monitronics took over security networks. My front windows were broken while the alarm was set, I never even got a phone call. I accidentally set my alarm off and when I was called they never verified anything. What am I paying for?

On Friday suggest first 2014 when customer service was asked to speak with a manager we were told that one was not available. The. Utmost rep told my wife if we were originally monitronics customers they would work with us but since they bought it from security networks there is nothing they can do. When my wife asked to speak to a manager she was told the same thing, that one was not available. I have expressed that I do not wish to transfer service and I don't not 600 is fair. I want to speak with a manager on this issue but apparently they don't have any. I recommend if they contact you you hang up, if they door to door you slam the door. They are a bunch of shotty con artist that will rip you off.

This is ridiculous and I would not recommend this deceitful alarm monitoring company to anyone. After three yrs of service, the equipment costs should have been more than covered. They are greedy and just want your money, bottom line. Service is terrible. Took the installer 4 hours to install the bare minimum equipment and after a false triggered alarm, no call or contact was made. This is the worst alarm monitoring company and extremely rude customer service. They will call you several times a day, even send your cell phone texts for payment but are slow to contact if at all when your alarm is triggered. Every contact made, they want to transfer you to a move agent. I asked repeatedly to cancel the service and explained the situation. They insists on transferring service, ask you to transfer to a friend or relative. Do not use this company.

Original Review: July 31, 2014

When the salesmen first came to sell the service, we told them that we were in the process of selling the house, and that we would not want to transfer the service to the other house. They said it would be no problem to cancel the service, and pointed out that it would be a selling point. On those terms, we switched from our alarm company to their service.

In October, we started having trouble with the battery in the garage glass break detector - less than three months after it was installed. I was told they would charge $50 to come fix it, and I was unable to find a replacement battery, since they use a hard-to-find type. I had several episodes where the open window detectors fell off due to shoddy installation. I had to replace them myself, since they were going to charge me $50 to have a tech come fix it.

We had an alarm go off accidentally, while we were home and no phone call was made to any of the contact numbers. I got an email; that was all. Another time, my son set off the alarm accidentally, and my wife was shutting it off at the control panel. No attempt was made to contact her through the control panel (one of the selling points; they say they can talk to you through the panel). Later the glass break detector with the bad battery detected the garage door operating and the police were dispatched while we were away.

I called to cancel the monitoring service on June 28, 2014, since we were about to close on the sale of the house. They said no one was available in customer service (it was a Saturday). They gave me a work order number and said someone would call me. I called again on June 30, since no one had yet contacted me. The representative said they would stop the monitoring.

On July 8, six days after I had closed on the sale of the house, and ten after I had called, customer service called back on the work order. I was shocked that they were still unsure if the monitoring was even turned off. The rep said she would call me back, since she didn't know. Three weeks later I still have not gotten a call, and I have no idea what is happening with the monitoring. They took the monthly payment out of checking for a service I don't want and can't use.

Even worse the new system only came with what they call glass breaks for window protection. I was not interest in having these. I wanted what was installed in my previous house which was a detector on each window. I was told this would cost me $45-$90 per window depending on installer. I certainly could not afford to do that, so I was left choosing which windows were the biggest concern to have these installed. At that time I said I wanted to cancel my service and they stated it would cost me over $600.00 to cancel and that was a break from the total they could collect. I had no choice, but to continue with the service and pay additional money to have it installed in my new house.

Fast forward to last weekend. My alarm was triggered and went off for over a minute before I gave my mother instructions on how to disarm. To my surprise I never received a phone call from Monitronics. I called them to find out why and to discover first they could not look up my account by my cell phone number (this is the only number they've ever had for me). Second the agent named Jay said actually several calls were in fact attempted that morning in regards to the alarm. After I explained to him that I've had my cell phone with me all morning and the backup is my wife who also had her cell on her right next to me he apologized and said he was incorrect that no calls were attempted and that the alarm did not go off long enough... A MINUTE... that's a really long time to not make a phone call.

I called yesterday to cancel my account and explained the situation to the first person. He transferred me and I remained on hold for 16 minutes before explaining to second person. He stated that I needed transferred to the moves department. I explained this is not a move issue anymore, it's a lack of monitoring service and confidence in your company and ask to speak with his supervisor. He apologized and put me on hold for the Moves department where I waited another 12 minutes before hanging up. I certainly hope after posting this someone can cancel my service as Monitronics has not held up their end of the contract. Thank you!