Brinks Home Security™ Reviews

Thank you, John, for resolving this issue.

Original Review: June 23, 2014

If I could give a 0-star review, I would. The security system pre-installed in the house I purchased back in 2006 was owned by Monitronics; taking over the service was part of the process of becoming the owner of the home we purchased in Florida. That was 8 years ago. In 2011, an ADT representative tried to acquire our business with a better offer, so we contacted Monitronics to give them an opportunity to match their offer. They did apparently at the mere cost of a tiny 4-YEAR extension of my contract.

As an active duty USAF service member, I received military orders to permanently relocate to a base in Texas in January 2014. At that point, Monitronics didn't even offer to cover the cost to relocate the system. Instead, they offered to pay $150 of the total costs. The cost to remove the system? $149. That means I would have to pay out of pocket to have the system re-installed. And that was assuming we bought a house in the first place, rather than renting. We decided to rent a house that already has a system installed, so now there is no reason to keep business with Monitronics. At this point, they have received six months of payments for nothing and my contract still has ten months remaining, and they are refusing to break the contract. Stay away from this company. They will NOT work with you. Absolutely horrible.

As they were installing the system we come to find out he didn't work for the same company or the company associated with Vivint but was their competitors and had just tricked us into a new company. And then told us well Vivint is going out of business and this was a better company. When all was said and done we had been tricked. As I said I didn't get a copy of the contract. Well Devcon went out of business and was sold to Pinnacle and then Monitronics. I called Monitronics and asked for a copy of the contract. It was a very poor copy, half of it I couldn't read but at the bottom it said the contract was for 58 months, and then my signature. That's not the contract I signed and we were already 6-7 months into the contract. I'm assuming either Devcon or Monitronics pasted my signature onto a nearly 5-yr contract. Nevertheless when I called Monitronics about wanting to cancel, they said I will have to pay half of what was left on my contract. Since I signed a contract for a year that is not going to apply to me, since by that time I had been paying them for 2 yrs. We did try to sell (fraudulent 5-yr contract) to the buyer of that house but since the payments are 47.99 and many other companies are ranging around $20-30, they didn't want it.

I don't want it at my new house AT ALL and since I was tricked into a contract and then it was changed to 5X longer than that I signed I WILL NOT pay to get out of it. I will pay for June because Monitronics did monitor that house for the most of June, but not another red cent. I'm sending All equipment back to the company certified mail with receipt (including batteries and screws, though batteries are in box and not in equipment) so I will have proof that it was received. So you can't charge me for it. And will be turning this into Consumer Affairs and the BBB and see if they can resolve this. If there is a hit to my credit, I will call all three credit bureau and explain what happened and have it removed. I have been paying you monthly for 2 ½ yrs and the customer service with Monitronics, they used threat tactics to keep me as a customer and didn't care if I was happy with the service. You will be receiving notices from Consumers Affairs and BBB soon. It would be wise to just let me out of this idiot contract.

I can sent a copy of the contract to Consumer affairs agent, it doesn't say anything about contracts being transfer ownership of the contract. I feel I was deceived and the contract was changed and i am not going to keep paying them for something I don't want. Please see if there is a way out. I hope it is not lawfully permitted to put someone under a 5-yr contract for a security system. Thank you.

Original Review: June 20, 2014

I have been a customer with Security Networks since 2009. When they were bought by Monitronics, I received no notice about the change. Since then, we had to move and in order to avoid all the installation fees, we signed a 5-year agreement. Big Mistake. Here we are a year later, and we are moving again. I called to request a transfer of service. They advertise this to be free. In order to transfer service free of charge, I would have to sign another year extension to our plan. I was not interested in doing this. Since I wasn't, I would have to pay $600 or more in installation fees on top of the amount to pay the technician. I was very upset by this, because I've already been a customer for 4 years and a guaranteed 4 more. The associate on the phone got upset when I asked to speak to a supervisor and ultimately disconnected my call.

I called back, again, and explained to another associate the problem. We went in circles for about 20 minutes. That conversation boiled down to me signing another year, continuing with my $50 a month payment, but I would only have 2 door sensors there... No window sensors or motion detectors, all of which we have now. He suggested I uninstall everything here and transfer it to our new home on my own in hopes the technician could install and activate it there. I ultimately decided after a very sarcastic and rude associate told me he was the one trying to work with me, but I wasn't meeting him halfway (because I wouldn't agree to his only option of signing another year) to terminate my contract. This would be around $2500. He gave me a 25% discount on that, bringing it down to $1900. I agreed and asked him to connect me with billing so I could arrange a payment plan.

That's when he told me they don't offer payment plans, and that I had to pay it in full. This seemed INSANE to me! I told him that after having my payments auto-drafted each month for 4 years straight, I should be a reliable enough customer to know that I will make payments each month, and that I couldn't afford one large payment like that. I explained that I'm a teacher and it's no secret what our salaries are and I would be spending almost a full month salary on terminating a contract.

He then offered to break it into two payments for me, but he would need a letter of cancellation first. I agreed and asked when I would get a bill for the payments and a notification of when they would be due. He then tells me that (technically) since they don't do payment plans, he can't put anything in writing to show I can pay it over two months. He said if there was a question about it, someone could refer to our recorded phone conversation. I told him that as a customer, I would not pay any amount of money without a bill and explanation of payment and a recorded phone conversation that I have zero access to wasn't enough for me. He told me there was no way to put in writing his "deal" for me and if I didn't take it, he would charge me the amount in full for one payment. So, sadly, I was left with no choice.

Their customer service is unbelievably bad. This associate kept offering me "deals" that I didn't feel were valid since none of them could be put into writing. I was declined an opportunity to speak with a supervisor because he/she "would tell me exactly what I've already heard and can't do anything to help me." I learned my lesson, the hard way, and all I wanted was to feel safe in my home.

It only took the technician a few minutes to look at my system to tell me I had no service. I did not check my system once a month like I was told was my responsibility, but I feel if a technician can tell within minutes I have had no service for years, I think a customer service call would have been expected for my protection. After many promises of calls and faxes from the Response Team, I am frustrated of the lack of service and care of this company. My concern is how many other customers are paying monthly for something they do not have. I have changed companies for about half the price I was paying for NO service for years.

Original Review: June 17, 2014

I moved and was offered a new system for the new house with no cost and no installation fees, so I did it. This was in December of 2013. Originally I called in late May, 2014, as one of the sensors had fallen off a door. Was told I had to get two-sided tape to try to re-attach it and call them so they could check the entire system to make sure nothing else was wrong. I tried it, but it won't hold because it is a metal door. I tried calling again and told them it didn't work and I get told that maybe I need to use some type of glue. Their installers put it in about six months ago, I don't think I should have to repair it and then stay on the phone with them for who knows how long so they can check the entire system. I told them I wanted a technician to come and fix it. They said it would cost me $50 and they would pay anything over that. Then they wanted me to go to the screen for the system - well, I'm calling from work and I can't go to the screen at my house. She said to call back later when I can get to the screen because if they don't know the EXACT sensor that is out and it turns out to be a different sensor, then the guy won't fix it.

What kind of a business is that, that has such unreliable technicians!! If there is a problem with the "system", why can't they check the ENTIRE system! It's not like there are a gazillion different sensors that they use - at least in my house they are all the same, so what is so difficult!!! This is ridiculous and as soon as I can get rid of Monitronics, I will!!

Original Review: June 16, 2014

In early May 2014 on a Sunday, we had a salesman (Juan) knock on our selling an upgraded alarm package. We were month to month on our current contract with ADT. Juan offered to upgrade our equipment at a reduced installation and lock in our monthly cost for 5 years. I mentioned that I had just paid our current months bill and didn't want to pay twice for an alarm monitoring service and that maybe it would be better to wait to next month. The salesman immediately said we can give you a rebate for what you already paid. Cut to May 21st, still no rebate and I have now been debited for 2 months of service with Monitronics (the current and the next month). I texted Juan to find out what the status on the rebate. He apologized for the delay and stated he would personally deliver it.

I asked him if it would be easier just to mail it, he said it would be easier if he could just deposit it directly into my account. I can't believe he was asking for my personal banking information, but there was no way I was going to give him that. On May 23rd, still nothing and I text again, he says he was going to drop it off that day. On June 4th, still nothing and his response is "Oh, I thought my manager had mailed it..." and he promises to take care of it. On Wednesday June 11th, I send him a rather kurt text. No there's no answer at all. The amount of the rebate was only $36.99, but what bothers me is that it's clear that this company's representatives were willing to say whatever they had to in order to get the system installed that day. I don't like to be lied to. This is my first interaction with this company, I only hope that the service itself is somewhat good. At this point I don't have high expectations and I would not recommend them to anyone.

I was wrong about monitronics, they are extremely kind and care about their customers. Thank you John!!

Original Review: June 16, 2014

My parents got their service installed the 17th of May and they left our house before they finished installing the camera. We were told that someone would call us that night and finish the installation process, no one ever did. My parents and I have been calling their company almost everyday regarding the camera installation, and they would promise to send someone out, no one would come; someone was supposed to call us the next day, and guess what, no one ever called. Today is the 16th of June and I just got the camera working, because I had to call and hound them.

The red headed guy who "installed the system" is extremely rude. He blamed my parents for the camera not working for the past 4 weeks, saying that they should have called him directly and that he hasn't seen any complaints from my parents, even though they've called his company several times. He then insulted my family and yelled at the customers. Don't be duped by their "cheap installation price" because they'll leave your house before the job is complete and then once you call them to fix it, they give you the run around and blame you for the job not being done. Take your money somewhere else, where customer satisfaction is one of their priorities.

Original Review: June 16, 2014

I was pleased with Monitronics until I tried to cancel the service. After several attempts to reach them by phone, always put on hold for far too long, I was told that the cancellation had to be in writing. A letter was sent to them, removing their authority to automatically take payment from my bank account and notifying them of the date I was no longer going to be needing their service. I received a letter indicating that I would now be receiving paper statements, but nothing was said about cancellation of the service. I called again, and had another long wait time on hold. When I did get through, I had to be transferred to the cancellation department, because there is no direct line. After another wait, I was told that there was a final bill, covering the period that I no longer lived in the house. At that time I was told that cancellation would be 30 days from receipt of my cancellation letter. I let the representative know that I was not going to pay the bill, because I had already advised them that I was selling my home as of a certain date. I suggested they credit my account and consider the matter closed.

Original Review: June 15, 2014

My husband and I put our house up on the market and it sold far faster than we had anticipated. I attempted to cancel with this company multiple times, but was told I have to give 30 days written notice, which would have been fine if they had told me that when I had signed up AND if there wasn't going to be another person living in the house so quickly. They were beyond rude, and now the alarm has been going off at the new house so we are getting calls at all hours of the night to see if there was a break in. How in the world would I know?! I would never recommend this service to anyone, ever! Last night it went off again and they didn't even call me! They woke my best friend, who I had listed as an emergency contact, up and asked her if she knew if the house was ok! I feel as though this behavior is a direct result of me giving them a piece of my mind last time I called. I am being bullied. I'm not sure what to do next, but I'm thinking that I may need to get the police involved.

Scott

Original Review: June 11, 2014

We were unsatisfied with our service and installation with Monitronics and their installer from the beginning. We called and complained and never got any call backs until about 7 months into the contract. And when Monitronics called they left a message asking how we liked our service? We called back multiple times and never got to add our comments. I have moved and don't want to deal with them any longer and they said they are going to keep charging us our monthly.

Original Review: June 4, 2014

Last year, a local person approached us to sell the security system for our business with a promise that this is a local business with fast and responsive customer service. I realized months after that the contract is actually sold to Monitronics. We bought the system for our business and a few months after that we used the emergency button for the first time and we found many issue with their system (late response, using wrong contact numbers, two-way audio communications didn't work, poor dispatch and so on).

I called and talked to customer service after the fact and informed them about the issue and asked someone to come by and check the system. Nothing happened. This issue happened the second time. Same situation: communication channels didn't work, we asked someone to come and fix the issue and no one showed up. Now, the system doesn't do even basic stuff (e.g. beep when someone open the door). I tried to find a place to submit formal complaint in their website, but I couldn't find one. I'll send them formal corresponding in writing.

Original Review: June 4, 2014

Two years ago I had Monitronics, I kept getting billed for security coming to my home due to a faulty motion detector. Monitronics replaced it once, but still charged me. The one time they actually sent someone, I was told he checked the front door, from the street and drove off. I called to complain and was told I would be better off using a gun to protect myself. I then cancelled with them, when my contract was up and changed companies. Today, I found out Monitronics bought out the new company and I was not told. I was informed that I have to stay with Monitronics even if I was not informed. I sat on the phone for over 45 minutes, was disconnected 3 times and hung up on once. If I could give them less than a 1, I would. I should have stuck with ADT, now I'm paying for that mistake.

Original Review: June 3, 2014

We were contacted about getting new security equipment and we signed up on April 28th. Our system had been installed by Brinks years ago, so a new updated panel sounded good. When the installer came to our house he was not very friendly. Our 2 year old walked over to him and kept saying "Hi Man" he ignored her completely. We had the keypad upstairs but we were told the new keypad could not be in the same area because the panel was too big to be in the same space. So that old panel was left on the wall. The new panel was put on the wall in our stair case where a motion sensor had been installed by Brinks. When I tried to discuss that the motion sensor had been put in that spot because we have a cat and that was positioned so that it protected both stair ways in our split level house and would not be triggered by the cat.

The installer blew off my concerns as that's what they told you. I tried to voice my concerns about the cat and where he was installing the new motion sensor but I was told that the cat would not be able to set off the alarm. The installer connected things to the outside of the Brinks box. So I really wasn't happy that we had everything in a nice neat box but now things are on the outside of the box. We were also given a different type of box for our basement, the box is not installed it is a loose box. We had 2 wired panels in the house with Brinks they were exactly the same, with the same commands. Now we have 2 types of boxes that work differently. In the first 2 weeks of us having the new system we had 2 alarms go off and the only thing moving in the home was our cat.

My mother could not figure out how to arm and disarm the system from the 2nd panel in the basement. We started getting a low battery alarm for our backdoor. We tried to call about the low battery light was after being on hold for over an hour I finally reached someone. The gentleman I spoke to told me to just pry off the plastic and to remove the battery that would need to be replaced. I tried to tell them that I was pretty sure Brinks had hard wired the door sensors. I went ahead and followed his instructions and discovered that there was only a magnet holding the button in the sensor. I tried to call back and again I was on hold for a long time. Then I was told that I needed to talk to the installer. I tried to call the installer and had to leave a message.

No one called me back so I called and asked how I made a complaint and I was able to get the installer back out. At that time he moved the motion sensor to a different location and changed a battery in the box it was not in door like I had been told, so I messed with my sensor when I didn't need to. He also explained how to use the other box, which has totally different commands. Now we received a bill for a larger amount than we agreed to. We were very clear when we told them that we did not want a larger bill. We had been paying a total bill of $39.00. We are being charged the $39.00 plus fees and taxes on top of the amount making our payment higher than what we agreed to. We have tried to call about the payment amount and we are getting the run around. All in all this whole experience has been horrible and I would like to cancel the whole thing if the payment is not corrected.

Then the one time that I actually got a call for an alarm, I was asked if I wanted them to notify the police and I told them YES. I got home and lucky everything was fine so I called the police and told them to cancel but I was told that they never received any notification so no one was en route anyways. Then I called Monitronics to cancel, who then advised me that they would call the police to cancel. I told them not to bother that I already handled it. The next month, I get a $30 dollar charge for them having to send someone but no one EVER came... Not any type of security or police!! I refused to pay so they eventually waived it as a "courtesy".

The main reason I have been trying to contact them is because I initially signed up with a 3rd party who charged me an additional amount. I was told that after 8-10 months that my contract would be transferred to Monitronics and I would be given a decrease of about $15-$20 A MONTH but I still haven't seen any decrease. Needless to say, I am definitely rethinking my decision.

Original Review: May 30, 2014

I called to cancel our alarm system after almost 8 years. I fulfilled my agreement. It was a local company when we first signed an agreement with Monitronics and then they were no longer involved in monitoring, just installation and I had to deal with Monitronics out of Dallas. It was time to switch to a local alarm company and I called Monitronics to cancel them. What a mess! I did write the required letter with all the info they needed. Never did their customer Service rep tell me I would be charged an extra 30 days from the day they received my letter. Nowhere in my contract is this addressed. I am still trying to settle this account and just spoke to a wonderful woman in Customer Service who waived the extra month's fee. I don't mind paying for what I used but not for what I didn't. Nowhere does Monitronics explain in full how to terminate their alarm system. One of the reasons I terminated was due to their double billing when they had a "computer glitch." I am with a local company now and by mistake set the alarm off. Immediately the phone rang and the girl said, "Rosemarie, are you alright." Now that's service I never got from Monitronics.

All told we have 42 statements in hand sent to another address. We cancelled the service in ‘13 after going two months of month-to-month while we looked elsewhere. We called and faxed in a letter of notice to cancel immediately (as per their policy). Today, I have a letter dated 4/28/14 from a collector (Hillcrest & Davidson Assoc.) stating that we owe Monitronics $311.48. No, I think not! I think it’s time to contact a good friend at Fox5 in Atlanta to address the shady dealings with this company!

I called my bank and stopped payment. This company after everything I went through continue to charge me for service I did not receive. I tried calling to explain to them but they kept on putting me on hold for almost 1 hour. Now they put a collection on my name. Please people do not sign anything contract with Monitronics. They will make your life miserable and defraud you of your money from automatic payment.

The rep wanted to start the process over but I told him that I was in the process of scheduling a tech to come out when I was disconnected. When he finally scheduled the appointment, the earliest date would be Wednesday, 5/28. I told him that I could have a new system installed by then. I was told that I would have to buy out my contract which ends in 2017. I have a 5 year contract according to Monitronics. I think this company is a scam. A door to door salesman sold this system to me with the claim that he was out checking the older systems of my previous provider. I should have known he was not telling me the truth. I cancelled my payment to Monitronics.

Original Review: May 22, 2014

A salesman from Security Networks came to my house and said he was there to upgrade my equipment from Vivint. He said Vivint had bad ratings and implied that his company was authorized to take over Vivint's accounts. I signed a five-year contract and they installed their equipment that evening.

When Vivint continued to charge my bank account, I called them to complain and learned that Security Networks was NOT authorized to take over their accounts. I have been working with Vivint's "slam" department, trying to get out of Security Networks' clutches. I had Vivint re-install their own equipment and am waiting to return SN's equipment to them. I had my bank stop the payments to Hansen Security, the local representative for Security Networks, and Hansen threatened to sue me and turn me over to a collections agency. By the way, Hansen has no business license to operate in my city.

Now I see that Monitronics, a company I've never heard of, has charged my bank account and have just learned that they have taken over Security Networks. So Hansen must now be with Monitronics and they are still trying to steal my money: $3000 for a five-year "contract" that I was tricked into signing. I'm going to have my bank reverse this charge as well. Hansen Security/Security Networks/Monitronics are nothing but crooks.

We still immediately cancelled service because of our issues with Vision Security. As an additional aside that wasn't mentioned in my initial review, the door-to-door sales representative from Vision Security thought it was appropriate to tell us the names of neighbors who were foster parents - comical coming from a security company.

So, in summary, my issue with Monitronics is resolved other than the length of the contract for service (5 years!), but be wary of the door to door sales people pitching this service.

Original Review: May 20, 2014

A Monitronics salesperson came to our door on a Friday night at 9:00 PM, and gave a compelling pitch about a "free" security system for putting a yard sign by our front door. Twenty minutes in, the salesman was already filling out the contract on our behalf, and when I asked if it would be ok if we could have 24 hours to think it over and do some research, he said "No... not really." He convinced us we could do a 5 day trial and then cancel at no cost. The technicians were there within a few minutes, and the system was installed by 10:00. After reading the terrible reviews, we immediately decided to cancel. When I faxed in the cancellation form, I noticed the following item in the terms of service:

37: Consent to Intercept, Record, Disclose, and Use Contents of Communicates. You, for yourself and as the authorized agent of your family, guests, agents, servants, representatives, and employees, hereby consent to Company intercepting, recording, retrieving, reviewing, copying, disclosing, and using the contents of all telephone, video, wire, oral, electronic, and other forms of transmission of communication to which you, Any Person, or Company are parties.

YIKES. So, because they don't give you even 30 seconds to read the contract you're about to sign, one for 5 years no less, there you go.

Original Review: May 19, 2014

This is the letter I sent that explains the issues I experienced: I have moved and do not need your service. I have had a terrible time with your company. The customer service representatives are rude and getting someone on the line is difficult at best. Cancellation policies are not easy to find and it is difficult to find anywhere to voice complaints to the company. As far as quality of service, my alarm has falsely gone off on more than one occasion, but I was never contacted to be sure it was a false alarm or not. My sense of security that I originally had when I signed on is no longer felt. I have attempted to contact someone to cancel my policy multiple times, beginning last fall. I have been put on hold for 30 min to an hour at times and then had the call "dropped". I am often transferred multiple times. I was told by a sales representative when I first got the policy through Pinnacle Security that I could cancel at any time, but now I am told that the service can be canceled at any time, but I am still responsible to pay for services until December 2014.

The last year of my service, the alarm was not working and stated it needed to be serviced, but once again I had multiple issues getting in touch with someone to seek answers. In trying to find answers, I have found that I am not the only person that is experiencing the same issues. The customer service people are the rudest people I have ever dealt with. I will not be recommending this company to other people and will be warning them about the problems that I have experienced the last few years. I feel that this company is a scam and uses dishonest sales people to pressure customers into a contract that is not only poorly explained, but also given flat out lies about the terms. It is also a concern that when I first signed with Pinnacle, I was never given a chance to resign or decline service when Monitronics took over.

I probably would not have signed due to the complaints that cover the internet when you google the company's name. When I was able to contact someone about my concerns and irritations, I was told to resolve the issue. I could have the new home renter or a family member pick up my contract. I do not feel that having a service that I am strongly displeased with, put on someone I know. To pass the buck is a way to resolve an issue. In fact, I feel it screams scam. I am sure that my complaints will be ignored from this company, as they have been any time I contact customer service during the extent of my time working with this company. If someone will please contact me on any way to resolve my issue, it would be greatly appreciated, although from previous experience I do not expect it.

I asked them if Security Networks still existed and they said "No". They said that they have it in their system that I did the buyout but Security Networks never cancelled my account so it's still active and I am being charged. Now mind you that this is five months after I bought my contract out with Security Networks and I have a cancelled check, a buyout letter and a cancellation letter and they still will not close and account that I never had with them and say they are going to continue to charge me for until December. They do not care that I have all of the documentation that my account was bought out, paid in full and then closed. If I don't pay while waiting to go to court it goes as an outstanding balance on my credit report and then I have lawyers fees that will amount to more than what they are charging me. WTF? How is this company still in business?

Original Review: May 8, 2014

I have been a loyal customer of Monitronics for YEARS (since 2004 I believe). As we are preparing to move, we have decided that we no longer wish to carry them as our home security service. About 3 months ago, we requested cancellation of our service - to which we were told we had to cancel IN WRITING - so we did. However, we received another bill, so we called to cancel AGAIN. For a third time, we received yet another bill - so we called to cancel - AGAIN. So after several phone calls and a request in writing, we are still hoping our service has been cancelled.

Our last dealing with a Monitronics customer service representative (today) consisted of yet another attempt to retain service followed by a "pay the bill and your service will be cancelled". When attempting to pay online, the bill appeared to be truncated. Only a portion of the bill appeared available for payment - we had to "search out" the remainder - if not found, this will have certainly further delayed cancellation. I guess it must be desperate times for this company so they have resorted to shady tactics. I implore you, please evaluate your options and avoid Monitronics if you can. *I am not one to write reviews in an open forum so please note that this is how UNSATISFIED my family and I are with Monitronics home security services.*

The only thing this company seems to care about is what your pass code is. The fact their system does not work is not an issue for them. I told Sonja I wanted to cancel the service... She transferred me to Tacerra. She told me I have to request service cancellation in writing!!! Right now I am on hold again for 30 minutes so far.... I asked to speak with her boss. Oops!! they just disconnected me!! I own a store and the fact my system is not working.

Original Review: May 6, 2014

I have had this alarm company for a couple of years now, and it is absolutely horrible. They are so expensive and to save on cost will offer to extend your contract. We moved and were told that it's a free transfer of the exact same equipment to the new house. Uh not! They downgraded our equipment and in order to get what we had, we had to extend our contract. When I called to lower our rates by cancelling some of our services, they said they couldn't do that until two years from now. What a joke. The punch line, while you are on hold for 40+ minutes, they tell you they are number one in customer service. Avoid this alarm company at all cost.

Original Review: May 3, 2014

I've called them 5 times with issues on my alarm system that was just installed less than 6 months ago. 3 times I was told that I would have to pay for the faulty part even though it was broken of its own accord and not of my doing. When I finally did get someone to come fix it I'm not getting pestered by their automated telephone system requesting the status of the service call, which I have answered 2 previous times. I continue to get automated calls more than 5 times a day for the last 4 days. I called to complain of the issues and after being on hold for 20 minutes was told that the department that cancels the calls is out for the weekend and I'll have to call back Monday (it's Friday now). The customer service I have encountered with this company is poor.

Called today to cancel, was asked why, explained what I wrote above. They immediately offered to drop my payments from 33 down to 23. Having been working in sales for many years, I questioned this method of trying to persuade me in staying with them by dropping my note. I asked, why can you suddenly drop my note so low when I've been incurring consistent price increases every year? They refused to answer the question honestly. I also mentioned that I was no longer in need of their services immediately as I had already switched my monitoring equipment over to ADT. I was told I would be billed for a last month's worth of service that I would not use. When questioning this, I was told my contract says that I have to provide a 30 day notice when cancelling. If I remember correctly, I signed a 2 year contract...OVER 6 YEARS AGO!

These people are outrageous, from the crappy customer service (taking 20 minutes to take a phone call), to taking forever to call when an alarm goes off, to just the standard business courtesy of this being a free country where people are allowed to choose what and how they want things. Needless to say, I will not be recommending them to anyone in the future.

I was unhappy with Monitronics from the beginning of our service with them or we would have upgraded with them. I had been counting down to get out of contract with them. We had to call them back numerous times for different components not working. I spoke to them numerous times change the response numbers to our cell phones and to stop leaving messages on our home phone. We would get the message after returning home. Can't figure out how this was considered good security. I was told once they could not do this. We did get this changed. Interesting enough, we have never received a test, phone call or no other notice from them on our cell. We are very happy with our new service ADT!

Anyway, when I was trying to disarm the alarm, I only saw EMERGENCY and HOME alternatives. Which one was I supposed to press to inactivate the alarm? This has happened at least two previous times with the police showing up. I would like someone to contact me and give me instructions on how to cancel (inactivate) a false alarm so that this episode does not repeat itself. I would be very embarrass if the police shows up again simply because I can't find a way to disable the alarm WHEN IT GOES OFF.

Original Review: March 28, 2014

I was first DECEIVED and given inaccurate information by the door-to-door seller when I signed up with what was Pinnacle Security Systems. They have since changed ownership (at least once) and are now Monitronics. Issue: equipment that continually BREAKS DOWN. Tech service that they make me pay for. Tech service who left CUT wire clipping all over my carpet and my dogs ingested (techs did not clean up after themselves). Panel Battery replacements x2. AC replacements x2. A backlit keypad that SHOWS the four digits that I use for my security code (lights get dimmed over time for the buttons used).

CRAPPY Customer Service that WILL NOT waive any fees despite the problem being faulty equipment. Locked into an EXPENSIVE contract (my fault, but I was hoodwinked initially). I cannot wait until this contract is over. I would never recommend this company to my worst enemy - well maybe I would, because if I had a worst enemy, it would cause them four years of GRIEF.

After months of paying without service, I called to cancel. I was told that because it was a system issue that couldn't be fixed I could write a letter and be "released from my contract." I did as they asked and never heard another thing. Now 4.5 years later, I looked at my credit and just last month Monitronics had a collections agency report a delinquent account against me for $464. How could I owe them anything when I had been paying for a service not received? I also did as they asked to proceed with canceling service. I followed up with Monitronics today and was told they could do nothing for me and to just settle with the collections agency. My advice is do business with ADT or an actual security system professional. I have ADT now and they are wonderful and very helpful. Monitronics is a business structured around ripping consumers off without providing any services for their fee.

So the conversation between Monotronics & tech at my home concluded with a reschedule for a week out, as a complete re-install would need to happen with a new smoke alarm, correct panel w/ Cell back-up & replacement door sensors with screws to hold in place. The next week the same tech re-visited, did the install... & went on his way. A few day later my wife made the comment that it was "nice" not to have alarm screaming at random... I just happened to look up a few days later as I needed to replace a light bulb in the hallway & I noticed smoke detector wasn't blinking, no lights at all...

I called Monitronics and asked if that was normal as previous detector would always have a blinking light... Was asked to take smoke detector down & I did... Yup, you guessed it, no batteries in it & it was dusty (had not been replaced a week earlier). I was then asked to look at the control panel & push a few things under setting menu I believe, determined smoke alarm was not even synced up with the panel & a tech would need to visit again... About a week later, same tech revisited, looked at work order & explained to me he must have forgot to put batteries in it. I had him explain the dust... He said it was the original. We got into the conversation about it being defective 2 weeks prior. He said, "He didn't remember that." I showed him his notes on the W/O from 2 weeks prior. He then went to his van, brought in another smoke detector, put batteries in it, synced it to the control panel & said he was done & needed to go to next appointment & to sign W/O that it had now been replaced.

After this situation, we had several visit from tech due to sensor issues with doors and motion... After months of visits, problems...etc we had a call from the automated Monitronics system claiming an issue with system & for us to call the 800# & work with tech support. Which I did, come to find out the rear door had no magnet on the sensor...How does this happen? All the tech visits 10+ & at least 7 different men in my home??? Well. A photo with my smart phone with day & time stamp would not suffice. They had to send out a tech again to see with his own two eyes....really? I asked the tech support person, will this next trip fix this constant battle & asked these exact word: "Will tech fix it when he comes out as the magnet is missing?" "Oh, yes ...of course, tech will fix the issue while on site...." is what I was told. Well that didn't happen either. Tech (a completely new guy) showed up & didn't have a sensor or magnet or even an explanation...came in, looked at rear door & said, "Yep, no magnet", will call them & get one ordered... Was told it'll be another week....lol.

Well, a week later the previous tech who we had (the issue with smoke detector) showed up again, said the magnet was there, must have fallen off??? Where wasn't even a little hole where screw would have been...no explanation for that either... He went to van, installed a odd looking magnet (unlike all the other door) synced door to panel, took off into the sunset yet again... Next morning, got a call from 800 automated system again, sensor issue... didn't even last one day. So make a long story shorter, when I spoke to tech support again, Monitronics tech said he would speak to management & call back about getting a team of "official, on the payroll Monitronics tech" out to my place to remove everything & install all new equipment...

Well 4 days later, still hadn't heard back, so I called.... Was told, management at Monitronics has decided to release me from my contract.... What? I asked what about the crack team of pros visiting to re-install? Was told, "Monitronics wants to wash their hands of me, not sending a tech or spending any more $ on me..." I asked for 1/2 of my money back for the 2 yrs of paying monthly fees & not having a working system yet... Was told that wasn't going to happen.... Asked for an email stating I was out of my contract, can't be done... What? In this modern age...?

I was told within 7-10 business days, I would get a letter & as far as $, will not be getting a dime back. 15 business days later, still no letter, so I called again, was told letter had been sent, however not received. So I asked for 1/2 my money back , was told that acct was closed out, contract terminated at customer's request & that no money was requested....really??? I explained that is not the case... I did ask, several times, was told it was not a practice of Monitronics & it was not going to happen. So I asked to exc the situation, 3.25 hrs later, was promised 1/4 of the total funds spent for monitoring would be refunded...but that is all that will ever happen...! Here it is 3/14/2014...still no letter, no $ on my bank car....no call....nothing but silence! So I called again today, was told letter is on its way, $ is on a check, on its way...

After they came out installed their system, after removing just part of my old system from my house he handed me paper work saying that someone else would be in debt in my checking account, and they would be the people who also would take over my account altogether after 13 months of me being with them. I told them that they could come out take their system out of my house. I did not want it that they lead me to believe that the company I signed up with would be the company I would be with from there on out. Not to mention they are some of the rude people I have ever meant in my life. Also they tore up my house installing there so called system which they left no paper work with me how to test it at all and when I have tried to test it nothing happen at all. Also it is supposed to be wireless, and it is not. The man who came out to install the system had no idea what he was doing at all.

After trying to contact this company by email which does not work or by fax I have given up, and am turning over to the federal government , and making complaints as well with the attorney general. You cannot call someone home and treated their life of which they did, and also tried to blackmail me saying if I paid them there money they would not send someone after me, and my household. I do not take kindly to treats. I have changed my account information, so they cannot take anymore money when ever they fell like it. That is they other thing for others to be aware of as they would just withdraw money when they thought they could. I am moving on praying this time that my Lord and Savior will guide my path to the company I should be with at this time in my life. Grace and Peace to Everyone. I will pray for all of us that have been lied too, and the others out there that they do not fall for the lies that where told to me.

One week later, I called to confirm the cancellation, and was told by both the initial representative and by her superior that my service was actually paid through the end of March (which I had since discovered), but that they would not refund any money since it takes 30 days to cancel my service. When I informed the supervisor that I had been told by AB that my service would be cancelled immediately and I would get a refund for the remainder of the contract, he immediately became rude and informed me that my long-since expired contract gave them the right to charge me for the final 30 days, and that they would not be refunding me that money. He was extremely condescending and flippant, and eventually hung up on me when I told him that I wanted to be refunded my money. Any company that employs such rude customer service personnel and who either fail to train or actively instruct their first-level call respondents to mislead are certainly not deserving of business.

They called me every day trying to get me to continue service with them. I told them no every day for a month then I started to watch the caller id and would not answer the phone. Then one day about 2 month later they called me at work and told me I would have to do a survey with them and I told them "no I would not," I was at work and told them not to call me ever again. The lady told me if I didn't do a survey they would charge me 25.00. I told her they would not get another penny from me. This is fraud.

Well guess what? They tried to debit my account for the 25.00 and when they didn't get it they then sent me a bill for 50.00 - 25.00 for the survey and 25.00 for not allowing them to debit my account. I refused to pay it. They then turned it over to a collection agency. What a nightmare it has been. I told them to take me to court. I hope they do because I have all the calls recorded. This really is fraud. I have taken it to my attorney. He said I have a case and I would win this.

I only gave them my first name and no info and then they wanted to make it easy on me by sending someone out. I said no and while I was talking to them I was looking up their reviews and saw one bad review after another. So I said I would need a few days to assess their company and make an informed decision and they hung up on me! That sure is something, to take up your time and all you are trying to do is some homework, and when you do they say "See Yeah!" Pretty sad! No wonder there are so many bad reviews... Bad Company!

I repeated I was out of contract and she said she never said that. That's a flat out lie but my point is, if you can't provide me with my existing service then with or without a contract cancel my service!! Period!! Never deal with this bunch of scammers. My service was originally with Pinnacle and they sold out to Monitonics, which then should have cancelled any contracts. The billing has never been right, the system is junk and never worked correctly. I will have them blocked from my bank account today!! Bill people for a service you can no longer provide and see what kind of lawsuits you open up.

Additionally, I was able to get a very nice costumer representative on the phone to help me figure out the alarm system itself and reset the password. Her name was Kalisa. I truly wish all of monitronics costumer reps were of that caliber: professional, polite, helpful, understanding, and responsible.

Monitronics and I are parting on good terms.

Original Review: Feb. 19, 2014

In 2010, a representative from Monitronics came by my house and asked if he could put a sign up in my yard. For that, he said, they would give me a free system for my house (since I am located on the corner and it would be free advertisement for them). I said that was fine but I do not want a contract. The representative told me that I have to be in a contract but I can be out of that contract at any time. He put it in writing for me and assured me that should I choose to terminate my relationship with monitronics the only consequence will be that the commission will be reduced.

2.5 years later I was moving and wanted to terminate my contract. However, monitronics told me that it would cost me 1200 dollars. When I told them that I have it in writing that I could terminate at any time, they (naturally) laughed. I asked if the tenant (who is moving into my house) could take over the contract and they said sure. We signed the account into my tenant's name.

10 months later, my tenant was moving out and I called Monitronics to switch the system back into my name. It turned out that my tenant did not pay her bill and I (not my tenant) was turned into collection agency. They said that even though we put the account into her name I was still responsible for it. Customer Service representative was rude and condescending. When I called the collection agency, the collection agency told me that the tenant (and not I) was turned into collections. I will make sure that people know what a bunch of liars this company is. They have a lot of negative publicity. I do not understand how they are permitted to stay in business.

Original Review: Feb. 16, 2014

I subscribed to Monitronics one year ago. I signed a one year contract and never received any copies. I then received a rate increase a few months later. I have repeatedly requested a copy of my contract and they never honor my request. I am told that one is sent and I never receive it. I called January of 2014 to look into cancellation on my one year contract. A Representative tried to talk me into a 2-3 contract. I refused. Next thing I know I did not receive a bill in the mail for the month of February. I thought that was odd. Now I suspect that my contract was extended without my consent for more years. I may have to hire an attorney to get this situation resolved. This company needs to be investigated. I have read many other complaints of customers having problems with cancellation.

Original Review: Feb. 14, 2014

I was with Devcon originally but Monitronics bought my contract but no one notified me about the switch. I wasn't very happy with Devcon because their parent company was Pinnacle whom I just received a letter from! I called on day 6 to cancel and was told I had to cancel within 3 days. To make me happy, Devcon lower my contract from 58 months of service to 42 months. So I kept receiving letters & prerecorded phone messages from Monitronics. I thought it was a scam. Finally Aug. 2013, I called them & found out they had taken over my contract as of Mar. 2013. Having checked out their website, I asked if I could switch to being one of their clients & have what was advertised on the website. Someone from their office called Pinnacle & verified the change to the 42 mos. of service contract. I was told I could have whatever I want when I was at stage 2 in Feb. 2014.

So it's 2/14 & I called them asking to be a Monitronics customer. I was told I was automatically switched over, no, I could NOT change anything from the original 58 month contract, NO it didn't matter if someone from their office had called Pinnacle and verified the change to 42 mos. NO, NO, NO, and everything I had been told back in Aug. 2013 was a LIE!!!!!! Now I have to track Pinnacle Securities & try to get something in writing about the 42 mo. change! This from Pinnacle which apparently gone out of business! DO NOT TRUST Monitronics! Also, I'm 66 yrs old & disabled & I'm expected to do maintenance on THEIR equipment!

Original Review: Feb. 3, 2014

Established service in October 2013 after buying a home. Monitronics was already installed and working from the previous owners. The only information we were given from them was left over late billing statements. We had no information on how old the system was. The problems are as follows:

1. Every one-and-a-half to two weeks from beginning of service, alarm system would malfunction, usually between 10:00PM and 6:00AM, with the alarm going off every one two two hours. Numerous calls made each time to resolve the issue, but it would take between three and four calls to get everything bypassed correctly. Which means neither myself or other half got much sleep.

2. Technician called back in to fix sensors that he replaced when he originally came to check the system when we took it over. At that time we were told it was still under warranty. Now they say that as old as the system is as since it changed account holders it is no longer under warranty.

3. When the bill from the above issue arrived Monitronics was called and at that time we were told that "We're sorry, but because of the way your bill was entered into the system you owe us $196.00 for the technician coming out and replacing sensors.

4. The battery life in the sensors is ridiculously short. We have new batteries in the new sensors and within a month we have issues again.

5. While on the phone today seeking to close the account because of all this, one of the things told to me was that we obviously have an old system that should have been upgraded when we moved in and that is part of the problem. We were never informed by them just how old the system was and would have done so at the time.

6. Because of the three year contract we can't close the account without an exorbitant closing cost, even though they have not lived up to standards.

After a month we had a blackout around the whole area where I live. My system went dead!! I called MONITRONICS. They explained to me my backup battery went dead, that I needed to call during business hour. I called the following day, spoke to a customer service about the situation and they offered to send me a replacement back up battery for a $100 a cost I had to pay after I signed up a 2 years of contract. I explained to the agent that I never had issues with the system, that it should have been maintenance before having a customer agree to another contract. We went back and forth to the negotiating with the price he gave me the battery free as long as I install it.

I now got the battery called MONITRONICS to help me with the instillation over the phone. It was an okay job, successful on installing battery. The problem now... system won't allow me to put the time and date. It needs the code. I explained to the agent that's the only code I have. It took me one hour on the phone. Lastly he said that they need to send me a technician that it will cost me $50 to just have some guy punch in a date and time on the system. This company all they do is to ask money, money, money... I really regret on adding another 2 year contract. They are full of scam.

I called Monitronics to ask if the failure of the back-up battery would cause the entire system to not work. They said "No" and I spent another 30 minutes on the phone with someone trying to again coach me through opening the box and resetting the system. The box still refused to open and I insisted that I needed a technician to help me. When the technician finally called, he quoted me $175 to install the battery instead of the $100 I had been quoted! I told him my system was not working at all and he said that without knowing what the problem may be, he couldn't quote me a price to fix it and I would have to wait until he arrived and checked it out - thus incurring a $175 charge - in order to tell me how much more I would need to pay to get my system back up and running. I contacted Monitronics and told them I wanted to cancel my service.

They gave me a huge run-around and told me that they would reduce the charge to $30 to send the technician out. But that the charge for the battery was $100 instead of the $30 they had originally quoted me. I am so disgusted at this point that I told them I just wanted to cancel. They now tell me I still have 3 months remaining on my contract that I will have to pay for and my system does not even work. They told me I would have to send them a letter but did not tell me I need to give them a 30-day notice. However, as evidenced by one of the other reviews I read, they gave me the wrong fax number! I will be faxing my letter to both fax numbers, mailing my letter to their address and sending a cc of my letter to my attorney! NEVER get involved with this company. I have an appointment with ADT to install a new system tomorrow.

Send a letter saying you want to cancel. They require 30 day notice beginning from the time they receive it. I will send mine by registered mail because after all the grief I got for wanting to cancel, I don't put it past them to throw away the first few cancellation letters. Include the following: customer number; reason for canceling; Code word (cap sensitive); Your signature. Send it to : Monitronics PO Box 814530 Dallas TX. 75381. Better yet, don't ever use these people!!!!!!

After making an extra payment to be a month ahead of the automatic withdrawal, I received additional automated calls that would not stop. I explained to them over and over again that I worked straight nights with small children in school and I have to answer the phone when it rings. After eight months of this I couldn't take it anymore and refused to pay anything else because of their unwillingness to fix the problem with the harassing phone calls. No one should have to pay to be antagonized. Lost a lot of sleep because of them.

The representative (rude) only told me of of an upgraded system that I would have to but in order to maintain Monitronics. I told him of my wish to cancel my account. I was told that the cancellation would depend upon my contract. I informed him that I do not have a contract. I have now been told that I will have to write a letter with my account information, and contract number on it. I do not have a contract.

If I do not have a contract, why can I not give thirty day notice and end the business relationship with this company? Not notifying the customer of the difficulties with the mandated switch with AT&T and allowing the customers to continue to pay thinking that they are being monitored, later to find out that they are not is deceptive. What of the Deceptive Trade Practices Act?.

I am on medical leave, and do not have income. I do not have money to just throw into the wind. There are so many things tied into Monitronics monitoring here in Texas. The Home-owners association needs to know that your alarm is monitored, home insurance needs to know, City and County police need to know you are monitored. I have paid for coverage and not only did I not have it, I was not told of the possible problems. It is Monitronics business to forecast the possible problems and inform the customer of available options. I now have to cancel Monitronics and get another monitoring company - what Monitronics has to offer is too expensive. I will be without a monitoring company for over 30 days. Well, I have been without monitoring for longer than that anyway, technically.

I explained that because we are a Disabled Veterans Program we did not want anything to do with a company that was part of a Deceptive Trade charges practice that were filed against anyone that they associated with and that because of the problems and the alarm company in NC being shut down that we didn't want their service any longer. They told me that they would not cancel or quit debiting our account and that they would not be able to close our account based on the fact that their representatives had been accused of Deceptive Trade Practices and was in violation of several statutes.

When I called Monitronics to order the cell receiver installation UPGRADE (I had had a land line installation up until that point), NOBODY EVER MENTIONED ANY CONTRACT TO ME when I ordered the upgrade to the cell receiver. I would NEVER have agreed to a contract of that length. At the time I made that call, I had a month-to-month payment with Monitronics that I ended when I called them in June (which they are also denying). DON'T USE Monitronics. Monitronics are trying to embezzle money from me, and they will do it to you too. I filed complaints with the Dallas BBB and FTC. If Monitronics are trying to embezzled money from you, you should file a complaint too.

One week later I received a letter asking me to call Monitronics about the recent service call. When I did, a lady asked me about our situation, but when I explained that I was cancelling the service, she said that there was no reason to complete her customer service survey. Now I have received a letter stating that my contract had been extended for 3 years, so I could not cancel. I am now spending my time working with them to cancel my service. I WOULD NOT RECOMMEND MONITRONICS! When you call in to Monitronics, you will hear a recording telling you how they are rated as number 1 for customer satisfaction. This is definitely false advertising.

In September I found they were still taking my payments out and had the bank stop payments immediately. Called Monitronics (this is not easy to get a hold of the right department) to explain it was cancelled and paid in full. The girl I talked to agreed and stated that she would have a reimbursement sent to me. This took 30 days. In that time I got 2 phone calls to pay my bill and a hard copy bill. Called again, spoke to a supervisor who suppose to get back to me within 3 business days. He never did. The calls quit. I assumed (stupid me) that he took care of the problem. I deposited their check.

IT is now November and once again they send me a delinquent notice and add a late fee on service that has already paid for and I was overcharged and reimbursed. This company is crooked as they come. I rather have a thief break in and deal with the insurance company than with them. When I do call they rub salt in the wound by stating they DO NOT have a record of my previous calls. They want to check their phone record and it will take a few days. WTH. I am NOT going to pay this bill and I want them to quit harassing me. I'd like to sue them!

There has been over 4 cases of myself and my wife calling the cancellation department to have this account cancelled, starting back in March 2010. This account was supposed to be cancelled February 2011, of which the cancellation representative at Monitronics told me was set up back in March of 2010 after I sold the residence and moved. I did try to have the system installed at my new residence, but Monitronics declined me, since they did not provide service in that area. That area was only a 10-minute drive from the last residence. My wife even sent in my POA to them so that they can close the account in January 2012 and again in September 2013. No one told her to send a letter in to cancel this service and quite frankly, why? Us, the account holders are in charge of our accounts, because we are the customer and we pay money for your services. Thanks, Monitronics, for providing me no service SINCE FEBRUARY 2011, BUT TAKING MY MONEY. I've been overseas working to provide your safety and freedom here Stateside with our fellow Service Men and Women. Many thanks for your support and taking money from my family!

Do not, I say, Do not trust or do any business with Monitronics Alarm Services. The people that you talk to over the phone are very nice and say they set things up for you, but it never happens. The only thing that does happen is the pockets of Monitronics Executives get bigger stealing your money! Honesty, Customer Service, Loyalty, and standing up behind their contract is definitely a big scam. This business needs to be discontinued and the people behind ripping off many of us paying customers need to be put in jail.

Customer service is horrible. They will rarely help you, often put you on hold forever. When they say they will do something, they never do. They lie to get you off the phone and then it's the next person's job to deal with you when you call back. And READ THE CONTRACT BEFORE SIGNING IT!!!! General terms include their right to change your monthly service charge by any amount at any time, and you have no recourse. If you want out of the contract, you pay 100% of all the remaining months of service on the contract. If you move, they add another 3 years on your contract and there's nothing you can do about it (other than pay out the 100%).

Here's our story in particular: Owned a home, sold it, and tried to cancel service. Nope, 100% payout of remaining terms. That wasn't happening. Inquired about moving services. Several hundred dollars to "reinstall" services at the new address, and 3 more years on top of whatever is remaining on your contract. Nope, not happening either. Luckily for us (I think), the new owner of our home wanted to continue the existing contract. Well, after they still figured out how to charge us both for something, Monitronics agreed to that route. Now, 3 months later, our credit card is STILL being charged and our name and information is no longer tied to the account!

New owner says she is being charged as well (double dipping). Representative said all our information would be removed, and we still receive text message alerts for what is no longer our house. Have called customer service easily 10 times trying to get this rectified. They tell us we can't do anything because account is in new owner's name. They tell new owner she can't do anything because it's our information. We've had to pursue the avenue of credit card fraud with the issuing bank over this. Again, in case I haven't made it clear, whatever you do, do NOT give this horrible excuse for a company any business! You WILL regret it I promise!

During our conversation, "Corbin", was speaking fast as to throw me off and speaking of his family having Monitronics as to comfort me during our conversation. I was even more suspicious now and had asked for the name of the company and the phone number for me to call Monitronics directly for myself. Of course, he spoke too fast. This went on 3-4 times so then I asked him if he could give me the spelling of the company slowly. After an awkward moment, he said he'll be glad to help me with that but first he needed to get more of my information, a date set for the tech to come to my home and my way of paying that tech, via check, credit card or debit card!! When he gave me the spelling, which was wrong twice (I had to interrupt his speedy speech for the correct spelling once again). He went on speaking and I went directly to my computer! He then gave me the special flat rate (which I questioned) of $52.99 for 36 months then it goes to a monthly plan.

The $52.99 will be the entire cost of my security plan, which includes the tax,shipping and installation of the service and the devices to be used. Corbin then stated "Monitronics" is the best and better than ADT home monitoring because it has a faster response time being 30 seconds to my home!! I told him that "I've never had a response time that quick from the Fire and Rescue Squad including the Police Department (they're directly across the street from each other) and are half mile away from me. It takes 10-20 minutes for them to arrive!" I told him that's hands down extreme and since I've been on the computer for a while I brought up the comments from real customers with real problems because of "Monitronics" and their staff...

I'd asked "Corbin": Why is it that you and your company have such complaints and very dissatisfied customers? He had asked me where I was getting my information... I said right from the "Monitronics" website. That all I did was type in "Monitronics" and hundreds of complaints and tremendously angry people trapped in their 3 plus years of a scam!! A scam that has and is ruining their lives! He asked what and where I was reading this from. I told him and I stressed, that people are being hurt, robbed of everything that they've worked hard for and can't get back!

A scammed woman in NC was told a specific flat rate amount that she was to pay, just to be billed a higher amount, secretly with money being taken out of her bank account. She would call Monitronics repeatedly seeking help for the overcharges and help with the system not working. She still to this day needs help!! I read to him a few others such as many elderly people on fixed incomes that can't afford to live are now trapped paying you!! People complaining the devices aren't working and can't get a tech out to fix the problems because no one will answer them or contact them but sure as anything they take their money each month!

A huge complaint that made me upset was a gentleman was approached from a Monitronics employee who told him that he was there to upgrade his existing ADT system, he had his equipment compromised and a new, different contract was given in its place, which wasn't affiliated with ADT!! He was ripped off believing this man's con!!

At this time I was hung up on ... What a great surprise! I Also need to add, I had to ask him if the tech will have an ID from the company as well as the company Logo on the van, with a driver's license, a field license and the tech that comes needs to show me these things or the police will be called. Corbin said to me,"Of course," and I'll know all of this and the person's name before he gets to my home... And that when I finish going through this contract and payment with him, he'll give me the name of the person(s) that will be at my home!!

In the beginning I was called from a local number (757) 942-7580 and when I answered, they hung up. Within a minute, I received another call. This time it was a computer like voice asking me if I would like to participate in having an ADT home monitoring sign on my front lawn, for free, and if I wanted to hear about this free home monitoring system for free to press one and a tech will call me back within 5 minutes to stay right next to my phone. That number was/is: (402) 779-7710. The person I spoke to was a young woman. She then transferred me to Corbin. It sounded like he just picked up another phone on the same line...!!

After all of this, I called the 800 number that was on this site that I'm writing and spoke to a woman, which sounded extremely similar to the first woman that I've spoken to just before. I told her my concerns and she became very rude, put me on hold and came back to me just to finish being a wise mouth and blaming me for calling and saying she and her peers are scamming people. She went on saying she's very proud of what she does and her work. I continued to tell her they are scamming people, hurt disabled and poor people that are believing in them for protection!! She went on yelling at me and I hung up on her. That number is 800 447-9239.

Now I'm certain of this con and it needs to be stopped!! The 402 779-7710 and a few others have been calling my home for 2 months, for about 40-55 times a day. The only reason I had answered was because of the previous call that I said I would wait for... I have phone records to show when they need to be seen!! Please stop these people from hurting any further!!!

To continue on... So for the last 4 months, the amount they have taken out of my account has not been the same so who knows what they will take next month? I am thinking nothing because I tried to call them but could not reach them. Does that surprise you? Will try tomorrow..... If I get no results, I am calling my bank and stopping the auto withdrawal and calling the Attorney General and the BBB, and going from there. My advice.... stay away from this company. They deserve NO STARS.

The system doesn't work well, and so we contacted ADT to get set back up with them. They said the old system need to be disabled first, so we call Monitronics. The Monitronics rep then goes on to tell us that there is a $700 cancellation fee, and that this is because the contract goes until 3-28-2015, when our contract was actually up in 2012. They said that our contract was renewed on 3-29-2010 for a 5-year contract. We have a copy of the 3-28-09 contract, but they cannot provide a copy of the 3-29-2010 contract, probably because there isn't one.

So now we have written our letter of cancellation, which we are mailing today, registered, as well as faxing a letter to the number provided, 1-972-484-1393. Already we are experiencing a lot of the same issues that others here have stated: cancellation fees, supposedly extended contracts, non-working equipment, and so on. We'll see just how long this takes, but we'll keep folks updated.

Original Review: Oct. 7, 2013

We have been with your company for 11 years and have never had an alarm go off, until our door got stuck. That's when we realized I couldn't hear the alarm back in my bedroom. You would not upgrade or replace our outdated system without paying an outrageous amount. Well with a number of complaints, this is how you solved the problem. You put an ugly alarm box in the middle of our living room. I want you to know I am writing to the BBB and Attorney General. We can't wait until we get out of the contract we have with you. I have replaced the security sign in our front yard with one that says, BEWARE of MONITRONICS.

We called immediately. First woman says yes that they did receive a phone cancellation but not the written one. But it also had it in their notes that we were transferring service, which is ludicrous. We didn't need service in a rental. The woman on the phone said she was transferring us to another service rep. That rep says that he sees where we have cancelled but that this was only but transferred service. After a lengthy conversation, he politely told us that he was willing to split the bill in half only charging us only $32. We explained that we didn't feel that was fair, that we cancelled just the way they asked us. He transfers us to another REP. This rep tells us we owe over $94 but he was willing to split this charge, only making us pay half. Now that when we explained for the third time, we asked for a manager. The manager still was insistent that we split the $94 charge. After we explained it for the fourth time, he said we need to fax a letter and all the charges to our account would be remedied. It was faxed on Monday. Saturday, we get a letter that they got our cancel fax but they didn't think it had the correct information, then attached a bill for $65.

This is very unfair business practices. I never have been late on a payment and I just want what's fair. I was planning to have Monitronics again when our new home was finished being built but that never will happen, I promise you that.

Original Review: Oct. 2, 2013

We purchased our alarm system through Platinum with Monitronics as the the monitoring company. The salesperson was a fast talker. Unfortunately we signed the contract in July 2010. Unfortunately we lost our home through a short sale in June 2013. I contacted them in May and told them we had to cancel. They told us we wouldn't be able to get out of the contract. I explained that we were moving to an apartment where there is a multi-family system supplied by the management. They also asked us to have the buyers for our home transfer the contract to them, but they chose to go with another company. We were told that it would cost between $800-$1200 (depending on who you spoke to) to get out of the contract. We told them we couldn't afford that. They continued to call.

In July I sent them 2 certified letters trying to make a settlement with them that we thought we might be able to handle. The first letter they responded to with a brief statement that the contract would not end until July 2015. I wrote another letter stating that I would only deal with them in writing, but they refuse to respond. I am getting daily harassing phone calls. They even tried calling my daughters who were listed as emergency contacts for the alarm. I don't trust them. They are thieves.

Original Review: Sept. 26, 2013

I purchased the Monitronics in early 2012 what was Devcon at the time of purchase. The door-to-door salesman they hired was so good at his game I truly think he could have sold me wet toilet paper. I have had nothing but trouble with this company, and now I am moving and I called the web page number and the employee told me that there was a one-time move and at the worst, it would only cost me 75 dollars at the most (if problems should arise). Then he transfers me to the tech who would be scheduling the transfer. The tech then told me it would either cost me 250-350 dollars or they could extend my contract. What part of free move do I not understand? I believe this company is really pushing the un-American, throw mud in your face attitude. All I want is to just get out of this so-called security system.

THEY DON'T HAVE A CANCELLATION FEE!!! You simply owe them the balance... “Sir, we can offer you a 3 month hold but don’t have a department that deals with people moving in with their parents.” NEVER EVER SIGN UP FOR SERVICE WITH THIS COMPANY!!! Regardless of your situation, you will have the pay the entire balance. Why do they think they are special and can do this?? Cable companies…Heck, even cell phone companies have a reasonable cancellation fee. "Well, it’s in the contract." That doesn’t make it right!!!

IT SEEMS I’M THE ONLY ONE THAT HAS TO HONOR THE CONTRACT!! THEY SIMPLY DECIDED TO START CHARGING ME AN ADDITIONAL $1 a month. I called to ask why and they said it was system generated and "we sent you a letter in the mail"... right... On top of it all... I recommended two people over the past year...

Monitronics informed us that we would need to extend our contract or pay for installation and Monitronics would cover only $150. Plus I would need a cellular panel which would cost my family $150.00 or pay over $2000.00 to cancel my contract. This is a scam. In the meantime, Monitronics continues to bill me monthly for a service that I am unable to use. The customer service reps are extremely rude and unprofessional. They claim that a manager will call back, but to no avail. I am stuck in this contract for another 44 months, but yet I do not have any monitoring service. Is anyone filing a class action lawsuit on this company? My family has been scammed.

Original Review: Sept. 13, 2013

Once you sign their contract they own you until the end. If you move and have to cancel, too bad. You have to pay the rest of your contract. The only way to cancel is to write them a letter and mail it. You can't cancel by phone or on their website even though you need all the same security information to talk to them. They do this because they need 30 days (another billing cycle) to process. Time for them to bill you for another month. I would never use them again. I paid 10 months for something I wasn't using because I moved. The only way to use the service was to have them move it to a new location, and they charge you to do that. Rip OFF. Oh, if you do decide you want it, you can negotiate the price way down from what they quote... but watch out because they will try to nickel and dime you with different useless options until you are back paying the higher price.

Original Review: Sept. 10, 2013

I cancelled my account in July 2013 after five years of service. I contacted Monitronics in writing informing them I did not want to renew the contract and to please cancel service. I called in August 2013 to verify the account was cancelled. After going through several customer service reps, I managed to talk with one who dug deeper into the account and verified that they did receive my cancellation notice and that it was taken care of. She also refunded the payment that was erroneously taken from my bank account in August.

This morning our power went out and I received a phone call from Monitronics saying our system had a low battery. I called back to ask why they are still monitoring a system that has been cancelled. The rep I talked to (Eli) was very arrogant and rude. He said they had my cancellation notice but the cancellation would not be effective until October 2013 and that I would be billed again for September 2013. When I pointed out it was cancelled in July 2013 and I've already received a refund for the August 2013 payment, his response was, "Well, if we take it out again just call back and MAYBE you will receive a refund.”

I have since went to my bank and paid for a stop payment and Monitronics can no longer take any money from my bank account. I held up my end of the contract and it's time for Monitronics to do the same. I've kept this contract and paid $47.99 a month for five years and the service has never worked correctly. In fact, today was the only time I ever received a phone call about an issue with my system. Ironic considering it shouldn't even be monitored anymore.

I have been trying to get 5/3rd bank to straighten out my account since 8/27/2012. My mother (Alzheimer’s and dementia) had Home Security company install a security monitor 07/2012. Two days later, my parents were both hospitalized. I contacted the company 8/27/12 to cancel the agreement since it was a door to door sale. The company took advantage of a 87 year old…telling them their home would be robbed if they did not install it. On 8/22/2012, father passed, contacted the company again and they said no problem. Account was closed.

On 8/27/12 noticed funds were drawn from the 5/3 bank account. Contacted bank with letter that the account was closed. To make a long story short, it is now 9/10/13. Each month the security company keeps taking out the funds. Bank has a letter on file where the account was cancelled from the security company. Each time they will check into the dispute. Each time they need something more from me. I keep sending them the letter of cancellation from the security company and the bank promises to resolve the issue. I will get a letter from the bank saying the dispute is approved and the funds are back in my account. A few days later they take them back from me. This month they say it is good to dispute online and by phone but now I have to sign a paper stating I am disputing the dispute!!!!

What a mess. They want me to close the account, which is impossible right now and open another one with them...Funny they have record of what is in their interest but things I send in my interest are not found. Once I get this mess straight, I do promise to close this account and get as far away from 5/3rd as possible. Don’t get me wrong, the people are nice but they don’t know what the right hand has done with the left one...

After much troubleshooting he then indicated that it's our AT&T U-verse that's interfering with the security system. I said that we've had U-verse and AT&T long before the alarm was switched from ADT to Devcon, and it previously worked fine. The technician then said that the signals that Monitronics received from our home may or may not be "real"; the signals may or may not be reliable. He said the only thing that would fix it would be to install a "Cell panel", but I would have to pay for it. We were not happy at that point as we don't know if it's been a total waste of our money for the last year that we have been paying for the alarm if the signals aren't reliable.

I spoke with a representative in Monitronics account resolution department on Friday and she indicated that it would be $150.00 for the cell panel and an additional year on the contract. I told her that I was very dissatisfied with their service as we don't know when/if it is reliable. And I didn't want to pay more money for the cell panel and an extended contract with an unreliable service. She then came back and said they could install it for $50.00 but it still would extend the contract for another year. I originally agreed on Friday, and then called back today and cancelled the technician appointment and told Ceci in the account resolution department that we will not pay for a cell panel, and to have our contract extended.

She said they have provided a resolution by installing the cell panel to fix our issue so that it would be a reliable security system, and I let her know that I would be filing a complaint with consumer affairs and social media as I do not believe that we should pay additional to get their system to work, when the system did work originally. I told her times might change and technology will change, but we, as consumers, shouldn't have to continue to pay more money when their system doesn't work and is not reliable. I also shared with her that I have a medical condition which was the primary reason for signing up and getting new security equipment in 2012, and am very disappointed that they don't have to uphold their end of the contract, yet they want us to pay $950.00 to terminate the contract with them.

The second request for service was on Thursday, September 5, 2013. I contacted Monitronics customer service department to schedule service on the alarm system. An appointment was scheduled for September 7, with a 12:00-4:00pm window; the first call I received from the tech was at 4:30pm. After expressing my disappointment with the tech, Buddy, he explained that he has an independent contractor who sets his own schedule and for the second time, got held up on another job.

I received a call from service agent within minutes of talking with Buddy. She explained that they use a company called ASI Sales & Services. A three man company. She called the company and they cannot get someone out there in the morning any time soon, but they can see us at 4:00pm on Monday! They must be crazy. Ditch me once shame on you, ditch me twice shame on me. And now let’s do it again.

What happened to Monitronics being a great customer service company? My car wash is located in a high crime area of Houston, ** and it is all important to be able to send police to the location when the alarms go off. Currently, that cannot happen; the alarm will not turn on or off. The alarm will go off intermittently throughout the day and night. You need a better service company, or maybe you need to back out of playing service repair company and let us deal directly with any company we choose to fix our alarm system. I have used you for many years, and I hate to think that I need to leave Monitronics to get the support that I need to keep my location safe. I look forward to your response, please call.

2. No customer service email - only option is to call.

Because I can't set up my account to pay online, I have no idea of the additional capabilities within the site since I've never been there. Customer service is lacking. When I called about being auto billed at twice the monthly amount for my initial invoice, I never received a return call so I still don't know why they did that. I didn't pay the first invoice on time because I assumed I had already paid it. When you don't pay on the due date, you'll get several calls per hour.

I had a basic keypad/telephone line before receiving the upgraded system as a promotion in my neighborhood and, this past summer, while on vacation I could log into my account from my iPhone to see if my dog sitters were actually arming/disarming the alarm. That part is really great! Unfortunately for me, it has been the only thing that has been good in my experience with alarm.com/Monitronics.

We came to a settlement that made great business sense and I am leaving a satisfied customer. I would use them again, but with caution on the contract (as with any contracted business). Thank you John.

Original Review: Aug. 28, 2013

I had called the rep who installed my ADT alarm at my place of business 5 1/2 years ago (stopped using them because they were charging me and system was not working) to see if he could help with reconnecting my service. He suggested I go with the company his wife worked for, B & D Security. They had to make a small equipment adjustment as all was previously installed. Good customer service but was unaware I was under a 3 year contract with Monitronics (very confusing when you need customer service). My complaint is that I signed up my business, under my business name, bank account, credit check etc. 10 months later I lost my lease and closed my business.

I called to cancel my business alarm service due to hardship and no longer in need. I was informed that because of the contract I would be required to continue paying for the service (what service & what equipment? It was mine to begin with) or transfer it to someone. I sent a certified letter stating my need to cancel, inability to make a monthly payment, and was unable to retrieve my alarm system. Not only have they NOT responded to the letter, the accounting department continues to call every other day looking for payment for the service they are providing???? When I CALL customer service, I get a person who swears he cannot let me out of the contract, maybe with a chapter 7 filing. Not doing that. They should have more compassion for people and their economic woes today and make better business sense. If I did not lose my lease, I wouldn't need to cancel and have no complaints.

On the next install he brought a small unit with no external antenna and attached it to our wall near the panel. He was unable to get a signal with it, so had to install this HUGE ugly unit with a large black antenna sticking out of it. even with this unit, he was only able to get a very weak signal. After all this one of our door sensors quit working. We were told that it was not covered under warranty and that we would need to pay more money to get some type of extended warranty which due to all the problems we reluctantly agreed to.

After signing up for this, we discovered that it only covered to parts and we would still need to pay the $50 fee to have a technician come out. Tech came out and installed a new sensor which worked for all of three days. We also had a wireless motion detector that never has worked properly. Our alarm has gone off two times since installing the cellular unit, neither of which were even detected by Monitronics. So, in short we're left paying for an alarm system that DOES NOT WORK, and we still have 5 months left on our contract. It's so bad that we just opted to pay the remainder of our contract and have a company that actually cares about their customers install a system.

So basically I am paying for a security service I do not have. Forty five dollars a month and a burglar could have a field day. Does it make any sense that I would agree to this? He said he would agree to cancel contract but like all the others people who were scammed they did not. I got a bill and called. They said I had to pay over a thousand dollars to finish up the contract. Now I don't usually sue people but if they send me to collections I will not only sew them for fraud but for all the aggravation and anxiety they have caused me. I think I have a good case!

I can't believe how much they lied to me. And this is for a security system. What does that tell you? I'm so sorry I switched. What a stupid move. I use to have armed and ready. Never had a problem. Monitronics has high pressure salespeople out there working for them.

I finally called on the 18th. I spoke to customer service and was able to make a payment. However, the customer rep transferred me to tech services. At tech services, I was told that the account was closed and had been closed for 2 months. He said, "I see you made a payment." He advised me to call back and ask for my payment back. I called back and told the customer rep the exact same thing the tech rep told me. I was very upset. I am disabled. My husband got this alarm system in case I fell or got hurt while he was at work. I have fallen twice before we got the alarm. I tore my rotator cuff and hurt my hip. My husband was adamant about getting an alarm system.

Monitronics takes it upon themselves to turn off my alarm when they are still taking our payments. Monitronics say they sent a letter about turning off the alarm. If I received that letter, I would have called them and been all over them. There was no reason for them to turn off the alarm. We have not sold the house. I told them as soon as we do sell the house and we know if the buyers are going to take it, I will call them. I did not say stop my service and let me continue to pay for it. I relied on that alarm. I wore a bracelet on my wrist. In case anything happened to me I could push the button. During the 30 or more days it was off, anything could have happened to me. Thank goodness it didn't.

I do not trust these security people anymore. I feel that they breached the contract turning the alarm off. I do not want to finish the contract out because I do not feel safe with this company anymore. I am disabled and got it for them to be there for me. I only give companies one chance with my life. They screwed up.

Fast forward FIVE years, I wanted to look into upgrading my system. They told me that I could upgrade my system but it was going to cost me $600.00 to do so. I told them I would have to call them back. I then contacted a NEW provider and got a great deal and a top of the line system for $99.00, and chose to use the NEW provider. I called Monitronics to let them know that I was going to be switching monitoring companies and was told by the representative "Thanks for calling to let us know. We will get the cancellation taken care of for you." I had the new provider come out and install my new system, and found out that almost all of the sensors that were placed in my house were either NON FUNCTIONING or set up INCORRECTLY! How in the world was my home supposed to be protected if their equipment was FAULTY?????

Two days after my new system was installed, my bank account was drafted by Monitronics for my July monitoring charges. I called Monitronics back and told them that their services should have been cancelled and asked why I was being charged. They told me there was no record of my call and then informed me of all of the hoops I had to jump through to get the services cancelled, including faxing them all of my account information along with why I was cancelling.

They also informed me that they would be charging me for monitoring for the month of August because it would take 30 days to cancel my account. I don't have a problem paying a prorated amount for the days in July that they actually monitored my account, but to charge me for an entire extra month of service they are NOT providing, I don't think so!

When I asked them if they still showed my alarm system as being active with them they said no, they showed it had been shut off, and I asked them why if my account was supposedly still active did I not get a call from them when my system went off line. Their reply was because it was professionally shut off, and that it didn't trigger an alarm, but that they were fully aware that they system was no longer running. So you mean to tell me that if some one with experience with the install for these types of alarms were to break into my home and "professionally" disable my system that you would not contact me?! Very reassuring!

When I asked that my bank account information be removed from my account with them and that they could just bill me the supposed August charges for faulty service I AM NOT EVEN USING, they refused! They will find any and every way to rip you off possible. Worthless equipment, worthless monitoring, and charging for service they are not even providing! ABSURD!

After we contacted this company and had them call on three-way to verify with the original alarm company that we had called to cancel service, they still refused to issue a refund or cancel service. DON'T USE THIS COMPANY. THEY ARE CROOKS!

Since the close of my account, I have been called 10 times by a computer that a technician is scheduled to the property to install a new system and if I needed to change my time to call and reschedule. I called in and find this is a marketing ploy as the person on the phone started out saying, "Yes, this is what they do to get you to call in so we can again market you. I don't agree with it, but that's what we do." It took me another 20 min. of conversation to again note that my account is closed and to take me off this automated call list.

Today, we are starting with calls that my equipment is not responding and I need to call in and troubleshoot? We are three weeks into the cancelled policy and I have not yet won my long battle to stop service. I think this is a MAJOR scam that I must continue to pay and not close my account. Your methods are very disheartening to say the least and now I must start disputing the continued charges to my account, another major hassle! It's not legal what they are doing and I am committed to posting my complaint anywhere I can this week. They must be stopped!

Untruth #3: When we received a voicemail informing us that we were no longer customers of Devcon/Pinnacle, we called Monitronics, the company to which the voicemail directed us. We were informed by Monitronics that we still had many long, weary years of this contract. The original contract was NOT 48, but 58 months. Sigh. More bad news. I attempted to work with Monitronics to fix the non-working parts of the system and also asked for a rate reduction and a reduction in our sentence, er, contract. This was refused. We feel trapped in paying monthly, for many more unpleasant months, for a system that only partially works. Calls to Monitronics only elicit the warning that "Sure, we can cancel your contract. But you still owe us the balance of the payments, which amount to thousands of dollars." Help!

I ended filing a bankruptcy chapter 7, and my home was auctioned off. This forced me to move into a rental in another city, so I called to end the service and pay the final bill. The rep, this time, told me that they have service all over and can put my account on hold for 60 days, so when I restart service in the new place, there would be minimal fees. I told the rep that I don't know where I was moving and how long it would take to find a place. If the landlord of whatever place I get into allowed the service, I would call and continue with them. I paid the last bill in full and said thank you.

It took 1.5 months to find a place, and 30 days to get in it. The owner had Brinks installed in the house. The Monitronics service was cancelled in September 2012. I received a letter from a collection agency on behalf of Monitronics saying I owed $214.00, and if I paid half right now, it would not go on my credit. I called the collection company and they gave me a number to Monitronics, where I spoke to a manager about the bill that should not exist. He told me that after the 60-day "grace period" they gave me to move, the service started again. I told him I have been with the company over eight years when I cancelled the service. I paid the balance in full and complimented the service. I don't live in the house, and the phone was shut off, so there should not be a bill for service that I cannot possibly receive. He said, "Well, if you want to pay 50%, we can count the debt paid in full."

I told him that "I just discharged my chapter 7 and my credit score is already messed up. If you can't appreciate years of loyalty and erase this bogus bill, we have nothing more to say. Have a nice day." I am now getting bills for this new debt they have created at the new address. I was satisfied with the service I had with them for eight years. That was ruined by this stressful attempt to get money out of a faithful customer.

Original Review: June 3, 2013

Sales rep came to my business. Somehow he found out that I had been robbed; that was with ADT - don't use them either. Tim ** sold me a system for my home a month or so later. I was told by Tim several times if I referred someone to this co. I would receive $100 cash. In Dec. 2012, my friend signed a deal with Tim also. My husband & I have contacted Tim several times. We're still waiting. He has some lame excuse each time. I don't think we'll ever see that money. We were thinking of having the service installed in our restaurant. That's not going to happen.

When I called the first time, all the lady said was "I'm sorry" but offered no technician to check out my equipment. And guess who is left with two $96 charges from the City of Phoenix? Me!!! Monitronics takes no responsibility for their reporting false alarms. And they said they called my cell phone first. I have a smartphone and neither time showed a call from them in my cell phone log. They are horrible.

During this time, on the 16th, I came home to find a note from the county sheriff's office saying that Monitronics had called them due to an alarm on our patio doors!!! The sheriff's deputy indicated that the home exterior had been searched and all was found secure. On May 20, when my husband was home, although laid up, we called Monitronics, and attempted to install the sensor, which was a big chore after both of us being in the hospital. It proved unsuccessful, so they told us we would be called by someone to set up an appointment for a tech visit. No one called, so I called back on the 21st and spoke to a rep, who assured me we would get a call, and would NOT be charged for all the downtime.

On May 22, a tech came and 'fixed' the problems. I have figured at the very MINIMUM, we were unsecured through no fault of our own, for 10 days, if you don't figure that being in the hospital should be an excuse for not attempting to install the sensor. If you do, then we were unsecured a total of 15 days! I called today, and a very snippy rep kept telling me that it would be only a courtesy if they gave us ANY downtime adjustment, and even so, it would be only from the time the appointment was set up with the tech (not under our control) until the tech visit. I have been reading the LONG list of complaints regarding Monitronics' policies, and how impossible it is to cancel or get satisfaction in many areas.

I will be expecting Monitronics to adjust my account for the downtime, or I WILL be contacting the BBB, Consumer Affairs, my attorney, and everyone else I can...friends, Facebook, our newspaper, our local TV station's "Complaints R Us" segment, etc., and dropping Monitronics like a HOT potato, regardless of how many future billings I receive. If my account was checked at this moment, it would even show that I am paid a month in advance!!! Good customers deserve good service, do they not?

My system was installed on March 19, 2013. My system then failed on March 20, 2013. I called Monitronics that same day to have a technician come out and fix my system. I got a hold of customer service, and they then transferred me to technical support where I was placed on hold by a technical support representative. I waited on hold for over an hour. This happened SEVERAL TIMES and is very unacceptable. I was told numerous times that a technical support representative would call me back in 24 hours or the next business day for a appointment time. Never once did I get a phone call so I continued to call for a 3 week span. I then gave up.

It is now May 29, 2013 and they have continued to call me about the bill, but they cannot call me back to fix my system. That's absurd. Needless to say, my house has been unprotected since March 20, and they want me to pay $99 for the move fee, plus my bill for these last few months when my security system hasn't even worked. Can we say fraud? I have spoken with several people today alone, May 29, 2013. Customer service transfers me to the move department who is trying to investigate the fact that I was told that my $99 fee would be waived. They’re calling me a liar in not so many words. It’s very inappropriate unprofessional. What poor excuse for customer service representatives and so on.

The lady that was investigating my contract gets hateful with me. Her words, “Listen ma'am. You're not right. We can extend your contract for another year and wave your $99 because it’s not noted where you spoke with somebody that said your $99 will be waved.” Then I interrupted her saying, “Listen. Don't get rude with me. I'm the customer, and I will not tolerate that I'm telling you what the gentleman told me.” She then went on to say all phone calls are recorded. I said, “Good. Transfer me to a manager/supervisor over you and let’s break out these record phone calls. Let's see you tell the truth.” Of course, it’s me.

So this lady transferred me to a gentleman by the name of Mike. Take it in mind that he is not her supervisor. He is another customer service representative who is not in the move department where I was originally speaking with this lady. It should have been a move supervisor. I began to explain my situation/problem to this gentleman named Mike. I told him he needs to go back and listen to the recorded phone calls. He agreed, and then placed me on hold. He came back within 5 minutes and said he’ll call me back in 15 minutes. I said okay. He called back about 30 minutes later and told me he could not find where I had been told that the $99 would be waived, but he found all the other previously recorded conversations.

I then told him he is missing some, and he needs to listen to all the conversations. His response was that he did and that's what took so long to call back. So either he did listen to that conversation and doesn't want to admit it, or did not finish listening to all conversations because he doesn’t care...Well, I was talking to this gentleman in customer service named Mike. He was very short with me and when I would ask a question, it would take him a minute or two to respond back. I said something to him about this. I then asked to speak with his manager above him. He was hateful and told me he would have her call the following day. I never received a phone call today, May 30, 2013.

I am absolutely fed up with this company. There’s unprofessionalism in customer service, supervisor, and managers. This company needs to be shut down, and I don't trust my information with these customer service representatives because of their ignorance and unprofessionalism. Where I come from, when you're working in a customer service department, the customer is always right. You're not supposed to be hateful with them, and disrespect them in anyway. On May 29, 2013, by the time I got off the phone, I was in tears from the way I was treated. These are the people that are supposed to monitor my house. Are you kidding me? I've contacted my attorney, and I want out of the contract. I will not deal with the psycho, hateful, disrespectful, and unprofessional excuses of customer service representatives or anyone else in this company. Thank you.

Thank you Chris for you attention to this matter.

Original Review: May 23, 2013

The alarm system did not consistently work from day 1 to about day 90. After five appointments, they finally came to the conclusion that the panel was bad. They switched it out and everything worked and while they did not ask me to pay for the panel, they are asking me to pay for the door switch that needed to be adjusted so that it worked every time, something that would normally be done upon initial installation. Everything is working fine now! But the initial technician and subsequent technicians are not very knowledgeable or perhaps not incentivized enough to solve the problem. The last guy from a local company solved the problem. Now, his company wants some money. I am glad it is finally working, however, I should be reimbursed for the past 3 months of shoddy alarm service.

Bottom line is they have spent approximately 45 hours in my home and they have not accomplished anything. They made excuses like my smart meter was interfering, baby monitor, cell card not strong enough. Really. However, when I contacted Monitronics, they could see that nothing was functioning and I believe that they could not understand why Capital Connect could not get the job done, neither could Premier. Unfortunately, at the end, the finger has to be pointed at the alarm company. They should back up their product. I will see to it that this gets resolved and that everyone that I know understands the way they all do business. I will pass this information to everyone I work with and know to include posting more statements online, clubhouse HOA meetings, my unit, state employment, county and much more.

We recently moved to a new house and unfortunately had to bring Monitronics with us because they wouldn't let us out of our contract, even with all the service issues, without paying a large cancellation fee. Well, as expected, the new system in the house is as terrible as the old one. A technician was here today but of course couldn't resolve the issue and will have to come back to replace the whole panel. This company is a joke and should not be in business. The next 3 yrs can't go fast enough so that we can drop them and move on to a company who knows what they are doing.

Then 30 days later, I get a call at 3am from someone with Monitronics stating they had a faint signal and wanted to know if everything was okay. I thought it was a joke so I never called them back. Then three months later, I get a voicemail from a rep with Monitronics stating they had another faint signal from my system. At this time, I was living in Tennessee and had my goddaughter staying in my home while I was away and again I did not follow up on the call because I kept thinking, "What in the world could they be monitoring when their system had been removed from my home over 4 months ago?" The last straw was in November 2012. This company called my parents' home who both are in their 80's at 2:40am stating again they got a faint signal and did not get any answer from my phone and needed someone to check on my house.

I called them later that day and questioned them about how could they be monitoring my system when it has been buried in our city's garbage landfill since May 2012. They told me that the signal was being picked up by a cell phone tower and then began to question me about was I sure someone did not go in my trashcan and installed the system in their home. At that point, I told them not to ever contact me regarding a faint signal anymore. On top of everything else, I got a ticket from our police dept for $50 due to false alarms. When I called Monitronics for a copy of my conversation when I tried to stop the services, they told me I could not have a copy of this conversation because of company policy. I got until May 22, 2013 to end this contract! And I can't wait. I also learned that the current alarm company I'm with is also a subsidiary of Monitronics. Just my luck!

After a lengthy delay, a man named Michael answered the phone. After explaining the issues to him, I requested to cancel our account and be reimbursed for the six months that our account was disabled. After some discussion, he offered to cancel the account and send me a bill for the remaining portion of the contract. I asked, "If the service is going to be cancelled, what do I continue to pay for?" He did not have a satisfactory answer for that other than saying that we had made a commitment to pay. I could not get him to see that I was cancelling the service because they failed to deliver a service as promised. Is this the kind of service you want to purchase?

I asked them to test the alarm with them on the phone and everything worked fine, and they were going to run a report showing our activity and get back to us within 48 hours. Not only did they not call us back, but within 24 hours, a salesman came to our door asking if we needed a Monitronics alarm system because he knew there was a break in. They cannot call a paying customer back or send a technician to find out what happened to our alarm but looked to get more business. This company is a joke and I will never do business with them again! Who knows when they will show up or call?

The alarm was installed and I began to pay. After three months of service, a situation arose in which I and my two roommates had to move out of the house we were renting within one week. I called Monitronics and they told me there was no way out of the contract. After about 30 minutes of arguing, they advised I could pay for the contract in full if I wanted to end it, which was $1,700.00! I no longer lived at the home, no one did. It was and still is vacant. I had my attorney look over my "contract", which I was told was null & void until the landlord agreed to it and signed for it, and the entire thing is fraudulent. From them having me "print" my landlord’s name instead of him signing it, to the authorization boxes not being marked as approved or as me "understanding what I was signing", to the fact that it was altered after I signed it, which in CA is forgery.

They mailed me a copy of what they say is the contract that I signed and it had my ex-landlord’s social security number on it, which was never given to them & I am pretty sure is illegal for them to be disclosing to me! They must have run an illegal skip trace to get it. With thus said, my ex-landlord never approved the alarm, never signed any contract and never even saw the contract for that matter. So they altered his home without his knowledge, used his social security without his knowledge and lied to me that everything had been okayed. I only signed on as a renter, nothing more. The sales rep who set this all up is a shame! He lied from the beginning and preyed on the fear of three young women living alone in a high crime area. I have researched "Monitronics" & "Skyline Security" (whom Monitronics said they bought the "contract" from) and Monitronics alone has hundreds of very similar complaints all over the Internet, from consumeraffairs.com to the BBB and I am guessing this will not be the first for the Consumer Affairs either. If this is not fraud, I don't know what is. I will be reporting this to the FTC, BBB as well as The Consumer Financial Protection Bureau.

I am unsure how many times a day a company can call you, but they call me in excess of three or more times a day requesting payment and leaving messages each time, even after I mailed them a cease & desist letter. I advised Monitronics/Skyline Security that I was moving and no longer needed their services in Oct. 2012 and that they were not authorized to debit my account monthly any longer. They kept doing it. I had to place a stop payment with my bank and launch a claim through my bank as well. I may be looking into a class action. I have already sought legal advice. Any and all negative credit reporting due to this will be defended vigorously. This is not right.

Warning: Do your research before you decide on an alarm company!

After the second installation, we tried to cancel and customer service stated that we were past our three-day window. I informed them of the situation and what happened and they tried to offer me a deal. I told them I would discuss this with my fiancee and let them know. We then tried to cancel again. They stated that we were bound by the contract to pay for 80% of the contract or 8 of the 10 years. We explained to them that we tried to cancel on various occasions, but their comeback was that I also said I would talk it over with my fiancee and they kept stating I was past my three-day window. I informed them that we should not be bound by the contract because we were not the homeowners and even though they had us sign that we were homeowners on the contract, they stated that this does not matter, we are still bound by the contract.

Now to make it worse, when we initially signed the agreement, they requested an account for payment. I told them that I would be the one paying and so I will use my information but I didn't get all of my account information until the following week. They stated that they just needed a name to put in with the app/agreement for now and asked if they could use my fiancee's information until my information came in and that her account would not be billed. The following week, within the two-month time span that we were waiting for the installation to complete, I called them and gave them my information.

Fast forward a month or two, when we did try to cancel again and again they were continuously trying to charge my fiancee's account, she accrued a lot of overdraft fees due to them. Due to that, it put us behind on a lot of bills. It was over $3,000.00 worth within a two month period since they consistently did this to her account and made her account negative.

I filed with the Better Business Bureau all this information. The Better Business Bureau followed up with a company called Homeland Security. From what I understand, Monitronics/Point Protection used to work for this company but has not for three years. The owner of Homeland Security (Ryan Leavitt) contacted me to inform me that this company no longer worked for him and that they were nationwide with their scams and even stealing his customers with updated systems. He also gave me the contact number to the owner of Point Protection/Monitronics (Zack 801-319-0539).

He wants me to contact Zack tomorrow, but I would prefer not to since it seems they do not respect us or our wishes. I will be contacting the BBB to inform them of the right person and name but would still request for your assistance in resolving this matter and reimbursement for monetary as well as stressful psychological damage due to the position this company has confined us to with our monthly expenses. Please assist us and let us know how we can handle this.

Original Review: Dec. 7, 2012

I've had Monotronics for 1 year, and over the past six months, my kids have set off the alarm with no calls from Monotronics. I spoke to customer service today, and they stated that they don't support VOIP services to handle alerts. I stated, "It worked when you installed the system, and I was never advised that it wouldn't, so now what are my options?" They said they'd sell me cellular service for $350 upfront plus another $7.50/month for service. I said no and wanted to cancel the contract. Well, guess what, canceling isn't an option and pretty much hung up. Now, mad as heck, I called back, and they said only option to cancel was to write a check for $700 and also send letter. Monotronics is a joke of a company, and I would highly recommend avoiding this company at all costs. They take no ownership in issues and blame it on the subcontractors. Guess what, the subcontractors represent Monotronics, and they better open their eyes. Next step is BBB!

Monitronics is billing at own rate without valid contract and agreement. It took me 1.5 month to get certificate for my insurance company. Instead of them, Skyline/Monitronics is making corrections and fixing. They harass people by making phone calls 15-20 per day for no reason. It is two months now and this is going on and on. I was sexually insulted by a salesman that took over my house, wanted water and urination that goes right through him, then my eyes, hug and date. Along with alarm system, they are selling sex and themselves to non-buying clients. I filed charges with BBB in Southern California and charges with California State Department Business License Division. I will file lawsuit if needed. This needs to be put out of business everywhere else but Texas, I guess. Keep them where they are. I am going back to ADT. I know they are good and legitimate. Alarm monitoring by ADT was superior the first time, so was the response. I have appointment in 30 minutes.

The representative then stated that they would do a cancellation over the phone. My first response was, “Why couldn’t we have just done that in the first place?” She then said she would cancel over the phone and hung up on me! I doubt they will actually cancel, and I am sure I will get another bill; however, it should not take 6 phone calls, two faxes and 3 hours of my time to cancel a service I am not under contract for! I see there are roughly 200 similar complaints as well. Do not use this company!

About the tiny bill, when they have nothing to do with it, so I demanded they remove them off my list. I spoke to the manager, and he did. I told him I wanted to cancel my contract in May when my contract is up. So he told me to send a letter, gave me a fax #, and so I did. But like what was stated by someone else, they still have to wait 30 days after they receive it. I thought how ridiculous, just so they can get one last payment, well they can think again. I also told him, by law, the customer can pay as little as $10.00 a month if that’s all they can afford, and there is nothing they can do about it. And if they keep sending harassing calls, I will report them to the Attorney General’s Office or TV person who goes after bullies like these and expose them as well. Please never use Monitronics service again. And read the fine print. 0 is my rating. They just want your money, so beware.

When I finally got them to send me a closing statement, it was for more than the actual balance due on my contract. In addition, they failed to stop the billing for the monthly service, and now, I'm getting two calls a day notifying me that I am past due. I cannot make them stop and will pursue every consumer channel available to stop this form of harassment. The way I see it is they are one step away from systematic extortion. I paid off my contract; I was never late one day with a payment. And now, I'm being treated as nothing more than a deadbeat. Please make it stop.

We requested an alarm report, which verified the above details. I have contacted Monitronics at least 10 different times, about reimbursement for our losses, and they state that they are not Liable, because they did not receive a signal from the alarm monitoring system at the time of the alleged incident. They even mentioned that the police might be in on the theft. The stolen items were the first things that could be grabbed, and not those that would have been more expensive. We could have had a lot more valuable items stolen. The only people that have keys, or the alarm code for our business, is my husband and I. They said that because there was nobody in the building to verify that the code didn't go off, that they were not liable. I told them if someone would have been in the building, there wouldn't have been a theft.

I have gone up the chain of command at Monitronics, and now I'm told that there is nobody else to speak to. I also asked them to explain item 6 of our contract with them, and they have yet to do so. In that paragraph it states "customer understands and agrees that if the company, or its contractor should be found liable for loss or damage, due to company's or its contractor's negligence, failure to perform any of the obligations herein, or failure of the monitoring service, or the equipment in any respect whatsoever, company's and its contractor's liability shall be limited to the sum of one thousand dollars ($1,000), and this liability shall be company, or its contractor's sole and exclusive liability".

My understanding of the contract is that they are liable up to $1,000.00, if their system does not perform properly. The total of the stolen items is $538.85. Their system failed to work, and we are attempting to resolve this issue without going to court, but Monitronics refuses to accept responsibility for their equipment failure.

Today I tried to call their Customer Service, pushed all the appropriate buttons for cancelling a service and it leads every time to a non-answered section. The line just goes dead each time. I stopped paying long ago and we get all kinds of calls and answer them sometimes. Each time we do answer, the person cannot help at all - they just want payment. I now consider this harassment and may get an attorney.