We have been customers of Monitronics (now Moni) for over five years. Today I called in to see if they could send someone out to the house to review our existing security and propose new/updated equipment for our home. I was told that in order to send someone to the house I would need to pay a fee for that. A fee for trying to pay you more money every month? I was then told that they would be willing to send someone if I agreed (over the phone) to enter into a new contract (I am off contract). I would absolutely be willing to consider a new contract, but not over the phone. I would like to do that after a technician has examined our current system and proposed new equipment and features. I did not think I was asking for too much. But I was laughed at by the last customer service representative I spoke with. Needless to say I would avoid this company and select another provider for your home security needs. Clearly the customer does not come first with this company. read more

Should have read the reviews before i signed up for this company now called MONI dont use them!!!they have horrible customer service.

I called to suspend my service while our new house is being built and they offered 3 months of deferred service; I requested longer because our house will take closer to 9 to build. the associate started to remind me that their response time is so many seconds and that not having an alarm at our apartment (already has one) is putting my family in danger! Once it was clear that this person could not accommodate my request he offered to provide me with $1000.00 of new equipment, I asked where that was for the past 4 years and he told me that they didn't want to call to offer it BC ppl get scared when their alarm company calls.... I appreciate the peace of mind with having a system but I am not willing to pay for something that I cannot use; in 9 months I will need a new system for our new house! Lets see, 30 years of service to suspend for 9 months Great business decision. read more

Worst experience- 15 months after selling my house in Austin and calling Monitronics to cancel the service I get a letter from the Austin Police Department with a $250 fine. Monitronics never mentioned we need a permit to operate an alaram in austin (that would be so easy for them to do for you and charge a small fee, or at least mention it and provide paperwork or a link). And a $200 fine for the alarm going off a year after we sold the house. Turns out they never stopped the service when I called. Oh and the cancellation fee is exorbitant! read more

It's not even 8:45 am and a lady continued to pound on my door and ring my doorbell asking if she could put a sign in my yard. I told her we already had a security system, she said yes she noticed our sign outside and still continue to talk. I told her that my baby was about to wake up but I really needed to go and we weren't interested yet she continued to talk. I am extremely upset, and annoyed, that someone would have the indecency to pound on the door and ring doorbell's this early in the morning. I understand that she was just doing her job, but even if they were the last company on earth, I would never use them because of this experience. read more

I am in month 16 of a 24 month contract that I am counting down the days until expiration! They promise you the moon, the sun and the stars and deliver nothing! My system has been a nightmare since the day I inked my name on the contract, and I had switched from ADT and what a mistake that was! You get nowhere on the phone with these people, their service, attitude, and care for the customer SUCK! Run..don't walk....find another security company! read more

Most states have a legal limit on how long a contract can last. Monitronics runs up to the length of that limit. They do that for a reason--to lock you into a contract that you do not want for as long as possible. Note that this will never be mentioned to you in the sales process. They'll sit down with you, speak to you about all the benefits, throw a bunch of pamphlets in front of you, have you sign a couple of forms, and then be on their way, except there's one thing you only figure out months or years later when you try to cancel. "You still have 40 months on your contract." Why? Well, on that contract, in the mix of a bunch of completely unnecessary verbiage, they say that you're locked into a 60 month contract. That's the maximum legally allowed contract for such a service in most states. In fact, they will reliably push up to the maximum in a given state. It was once pushed down to 36 in California but lobbyists convinced legislators to again move it up to 60 months. But don't try to negotiate with them about the contract. They use any number of lies and high pressure tactics to try to keep you in. They also refuse to address the deceptive sales tactics that are used instead relying on a tired refrain: "We didn't sell you this contract. Someone else did. We just bought the contract from them." This is the same argument that banks used when buying mortgages with ballooning interest rates that were deceptively sold to households. "We weren't the ones who sold the mortgages. We just bought and repackaged them." Well, if you subsidize evil, maybe, just maybe, you areevil. And with Montronics, there's no "maybe" about it. read more

I had a Monitronics Security System installed in Long Beach, California. The security system was not installed correctly. The sensors would pop loose occasionally. One day, the sensor popped out and I received a phone call about my alarm system. The phone call unfortunately happened after the police arrived at my house. I was fined $150 for the false alarm. I called Monitronics about this false alarm and to see if they would reimburse me my $150. They refused and they blamed me for this problem. I have asked a representative to cancel my account. I have written them a letter asking them to cancel my account. I have written the Better Business Bureau about this company. Despite my efforts, they will not allow me to discount my service. I highly advise anyone that is approached by a Monitronics representative to not sign a contract with this company. You certainly can find a better alarm company. I personally have Central Security Group and they have been great. read more

Terrible experience with this monitoring company. They do not monitor your home and are very unreliable. Curently 18 months into a 3 year contract only to discover that their equipment is sub par and their monitoring center IS NOT monitoring our alarm activity. You dont get a call from the center if you have a breach in your home ( doors or motion detectors) Read other reviews several customers have had the same experience. Point Security, our dealer was very helpful and the equipment installation was as agreed. This review is solely about MONITRONICS, the monitoring company they use as their call center. We have discovered that they do not truly monitor your home. We have had a few alarms, ALL went without a phone call to confirm whether or not the sheriff or police were needed and that a breach in the home had taken place. This IS very unsettling and simply not OK. When I called the center yesterday, I first went through a crazy loop of sending me to SALES? using their automated options. Why in the world would you have to go through a Sales Pitch before reaching customer service? Prior to Monitronics we had ADT for years and ALWAYS received a security call within seconds of the alarm going off. Our only reason for leaving ADT was the fact that they didn't offer camera monitoring at the time. Huge regrets for that decision. I may not have had cameras but I did have a monitoring center that did their job reliably, called immediately when an alarm went off AND dispatched the sheriff when required. Monitronics will lock you into a three (3) year contract and will NOT stand behind their product and services offered as a monitoring security company. I do not recommend this company. Do you research before you opt to go with this company, you will be sorry if you don't. read more

Had the most amazing experience with Tracy today! She was able to get to me sooner than expected and was vastly knowledgeable. I can't imagine a better prepared or friendly employee and would highly recommend the Austin branch of Monitronics! read more

Changing one's name in an attempt to distance one's self from their record is a tired trick. I had them once. Service, was bad in terms getting service calls to repair their broken equipment. Eventually I just gave up stopped paying and replaced them with a new company. Yeah, they sent my account to collection, but my contempt for them was so great didn't care. Bottom line is even years later with that smudge of excrement on my credit report, I have gotten any an all credit that I have asked for. Sh*t is Sh*t by any other name. read more

Don't believe a word these people say. The people they send out to install systems are unlicensed and not insured. They do not work for moni. read more

Avoid at all costs! I should say, all of the ADDITIONAL costs! Bought this about 5 years ago after we were approached by a third-party sales rep about 2 weeks after our house was broken into. We were told equipment and install were free and that there was no commitment. When the install occurred, the install tech told us there was no installation fee, but there was a $200 activation fee. I almost had him take the equipment out, but considering we were just robbed, decided to pay it. The cost was $55 a month. When we moved 3 years ago, we called to cancel the account, only to find that the "no commitment" was actually a 5-year contract we had signed into. We were told that there was a 100% cancellation fee. However, looking at their website right now, it's actually an 80% cancellation fee (which of course they won't honor despite having record of me calling to cancel 3 years ago). They're asking me to pay the full 100% rate on the 10 months that we have left (although we've been paying for a service for 36 months that we weren't using with really no way out of a contract except to pay). They did offer for me to pay only $25 a month for the remaining 10 months with new equipment and a promise not to have to pay any additional fees, but I don't believe a word of it. I expect there would be some hidden fee and/or an extension of contract, so I cancelled and paid the full 100% on the remaining 10 months. I want nothing more to do with this company ever again. And please, don't repeatedly tell me to have a "blessed day." I'm not into that kind of thing. Particularly when I'm infuriated about the bad service. read more

Too bad the security system doesn't protect you from this company. The monitoring company we originally signed with was bought out by Monitronics. Here is my story with these crooks: I moved from Austin Texas to Oregon. I cancelled my service by writing a letter of cancellation, and service to be stopped on 6/15 - they day we moved out. The letter was received on June 3rd. Even though I paid my "last bill", I get another bill for $23 and change. This is for charges from 6/17 to 7/3. Why? Because regardless of the date you request, cancellation isn't until 30 days after they receive your cancellation letter. So I'm paying for 15 days I didn't use! The service manager told me that was in the contract I signed with them. I never signed a contract with them, I inherited them when they bought out the company I signed with. Greedy bastards! Phil Jarvis 6/24/16 read more

I unplugged my unit because I was moving and never received a phone call. They did send several emails. My contract was over so I called to make sure they did not charge me for another month. Their customer service representative was argumentative and arrogant. read more

MONI i It's the worst decision I've made with a company, I will be moving to the country, where I would no need the services at all, the guy that sell me the alarm said is going to be a two year contract and I end in a five year contract where I have to pay $75 a month and if I cancel I still have to paid the same amount for not using the system, this is ridiculous, I hate companies that always trying to tide you as long as possible, to make as much profit as possible out of hard working people. read more

How funny! After a several-month bad experience with Moni while attempting to address a billing error,, I got online to put up a one star review and voila! So did everyone else. Stay away, unethical business practices. Billing department does not understand customer service, at all. Would NEVER use them again. read more

i'm not even going to go not umpteen problems I've had with this company, i will sum it all up simply - COMPLETE AND TOTAL GARBAGE! Simply read their reviews nationwide and you'll have the full picture. * Pressure sales and upgrade tactics * Long contracts with horrible service * Sub Par hardware * .... and don't even think about calling support - nothing is every their fault. I wouldn't take this system if it was free. I just paid hundreds of dollars and cancelled just to be rid of them. I look at it as, I bought them out of my life forever. read more

I have been having ongoing problems with our Doorcam and they want to charge me to send a technician out to look at it! This is not cool! I'm paying way too much for this crappy and unreliable service! I'm so disappointed! When I asked to speak to a Manager she hung up on me! THE WORST CUSTOMER SERVICE EVER!!!!! read more

Buyer beware, a contract is a contract is a contract with Moni, no exceptions! We sold a home with a contract in place & the new buyer agreed to take over, so we set up new service at our new home. Paid $700 installation on the new home, 4 year contract. Later learned that the buyer for the old home went with another provider due to better pricing, so we were stuck paying out the old contract. They didn't care that we had set up the quite expensive new contract, nor that we had been customers at multiple homes for many years with their organization. They don't care about customer loyalty. You have a contract, you pay it out, period. Completely inflexible and not customer friendly. Plus expect to stay on hold for long periods every time you call them. Will never use them again. read more

GOD I wish we weren't stuck in a contract. DO NOT GIVE THEM YOUR BUSINESS! We were looking to cancel last year, but they offered "Free" upgrades for a video doorbell ring and auto lock door. Less than 6 months in to the service, the door bell video is no longer working. When I call to ask them to come repair, they tell us we have to pay $85 dollars for them to come out, plus an hourly fee and anything on top of that. When I ask them what other options I have, they tell me I can cancel my service for $1,700 and change. Wow, what a great deal. After speaking with a manager, she decides she will "cut us a break" and only charge us $50. Why should we be charged anything for them installing faulty product?! Of course they say the add ons are not under warranty so they aren't liable. Please do not get roped in to their scheme. There are plenty of other security options in Austin that will treat you as a customer and not as a quick dollar in their pocket. read more

Horrible company to do business with. Avoid them at all costs. Multiple false alarms, and huge hassles cancelling the service.

If I could give them zero stars I would. I tried to cancel my account and I got the runaround the first person I spoke to said my account was canceled then I kept getting calls from them for my monthly payments which should have stopped. I then called them and they said I never canceled. They then sent me a form in writing to cancel which the first agent I spoke to never even mentioned. They were supposed to take the charges away starting from the time I initially canceled. They obviously didn't because I just got a collection letter in the mail. This company is terrible do not ever use them. Thieves!!! read more

Worst of the worst my house was not secure for months .This is one of the most unsafe company and when I sold my house in June they told me that my contract finish in November and now I'm paying the alarm system that never work and I don't even owned the house anymore .Don't trust this company !!!!!!!!!!! read more

This company makes if nearly impossible to close your account! They transferred me a total of 5 times, then pleaded with me to take a 3 month leave...then I was disconnected. When I got through to someone they offered me every deal under the sun to stay. I told them I was moving and wanted out. They then informed me it would have to be by mail only, can't do it over the phone or even a letter by fax. Then gave me an address...basically i will now have to pay for another month before its closed! I would never recommend them to anyone. read more

DO NOT USE THIS COMPANY!!! DO NOT TRUST THIS COMPANY!! DONT LET ANYONE YOU KNOW USE THIS COMPANY!!! I have more issues of them lying to me than I can count. Their product is horrible! Their sensors go off for no reason and the alarm went off one morning at 2am and it wasn't even armed!! I had to sign a three year contract and even with all the issues I had they wouldn't let me out of it without paying for the remainder of my contract. I had a few different techs come out to try and fix the problem and obviously nothing they did worked. I had one guy out twice (total of 16 hours) during business hours and I couldn't go into work to try and fix the problem and nothing! Oh, and I got charged for it! He promised I wouldn't but I did. I had to call and plead my case and ended up having to speak to a manager before they'd remove the charges. On top of that, you have to give the written notice. All they want is another month to charge you!!!!!! I'm contacting all public sources to inform everyone not to use this company!!! read more

This company is jacked. I am trying to cancel my service and some snippy smarta$# customer service rep is telling me there is no one higher than her who can help me. Seriously? When I asked for her boss, she said she is the one to decide this. I asked for the CEO and she said, quote - He would never take your phone call. What? What kind of company doesn't want to resolve a customer problem? Now I'm over the top pissed. read more

When I had Monitronics they were fine. But I cancelled the account 4 months ago over the phone, online and snail mail and they're STILL charging me. Everyone I speak to there say they can see that it's been cancelled so they're not sure why this is happening - but not getting it done. I'm so frustrated that I will never use them again. There's plenty of others out there so use one of them. read more

My experience with MONI has been great. Customer service is knowledgeable and courteous, and the tech (Armando) that came out to install my system was very personable and knew his stuff. I was able to get the basic system plus cameras, smart thermostat, smart door lock, and garage door controls all for a good price. Plus it all integrates into one app which is really convenient. I use my cameras to watch my dogs all day which is definitely not the intent, but it makes me happy! Definitely an upgrade over my past security provider. read more

Spent an unbelievable amount of time on hold for customer service. Got shuttled among multiple people, for each of whom I had to explain my issue over and over again. After about fifty minutes of increasing frustration, someone finally told me that I would have to write them a letter to explain why I wanted to cancel my account. Absolutely atrocious experience. Stay away from this company. read more

I have never done this before, but Montronics Home Security is the worst company I have ever dealt with. They use third party companies that exist for less than a year to handle their sales and contracts. When something goes wrong they say to take it up with the third party company that no longer exists. I signed a 2 year contract that turned into a 50 month contract. The contract that they sent does not match the one I have. When I send Montronics the contract I have on file showing 24 months initialed by the sales man and me, they say that I they do not have to abide by the third parties promises, even though they use them to sell there service. Montronics Home Security now has me under contract at a greater price then I was paying ADT for 50 months on a house that does not exist. They say the promises were made by Elevate Security, the third party they hire to do there sales, and they do not have to follow what Elevate said. Be very weary of Montronics Home Security, Elevate Security, or anyone who says they have taken over your security system. It has been one of the worst, most dishonest companies and experiences in my life. I believe they prey off young home owners who just sold there home and have home security system contracts they have to close or pay off. I had to pay a $1200 charge off with ADT and now have to continue paying $66 a month for 48 more months to a company that does not respond when the alarm goes off, on a house I no longer own. read more

I should have listened to all of my friends. Do not use Moni. They truly could care less about your safety and always read from a script. I have talked to several agents and they all just give a script. Over 2 years my monthly that comes out of our checking account has increased. The equipment has failed twice. There are long wait holds, and again the prices continue to change. read more

BE CAREFUL!!! monotronics signed me up three years ago and the system did not work after a few months and my representative was gone. We signed up for a new alarm system and they are threatening me with a $1000 fee to cancel my contract after 3 years!!! They are rude and threatening and absolutely uncooperative! They told me to go ahead and not pay so they could have creditors go after me. I am appalled after being a customer for three years that they would do this to me. To be clear my representative who knocked on my door told me I could cancel anytime with no penalty not that that is even the point. They are rude and condescending and I warn anyone and everyone to be careful and stay away from this company!!! read more

This company kept increasing my monthly prices. Then I switched phone companies and they informed me I had to buy new equipment, because it will no longer work. Then when I cancelled they are still charging me for 2 weeks of unused and worthless protection. I just hope they actually cancel my account. Not holding my breath since all the other reviews say the same thing. read more

We had Monitronix for 3 years until we sold the house it was installed in. Then began the problems of trying to get the account cancelled. 1) They would not turn off the service as requested after escrow closed and the new owners had possession. 2) They said the account was cancelled after speaking to them over the phone several times, and it was not (kept getting bills). 3) Only after 3 months of calling them regularly did *anyone* mention that you need to send them a letter to cancel the service. The other managers/supervisors spoken to literally lied for months. Horrible service, and fraudulent customer support. read more

I have never had an issue with the service. They were always prompt and called before sending police. This service was on a rental property I own. My one issue is the account manager for my account would not cancel the account when my tenant was not using the service. Once I got a hold of the right person in the Executive team (3rd time is a charm), they were very helpful in refunding the money and cancel my service. I will use Moni as my home security company when I have a change in tenants. read more

MONI does not care AT ALL about its customers. If you call them, expect to be on hold for AT LEAST 20 minutes. When I got married and changed my name, I couldn't just change the name on my account online or with a phone call like I did with EVERY OTHER ACCOUNT in my name. The only option Moni offered was to mail me a new service contract so I could commit to several more years of service. (I just left my maiden name on my account.). They never ONCE offered me any sort of upgrade to my equipment or services, yet when I tried to cancel my account, they informed me that I was eligible for all kinds of upgrades and discounts. When I called to cancel services, I had to reject MULITIPLE sales pitches and complete a survey before they would honor my request to cancel my services. Even then, there were at least 5 email exchanges before they considered my cancellation complete. EVEN THEN, they continue to bill for 30 more days to process the cancellation. It's a cancellation vendetta! Unless you like throwing money away, DO NOT CHOOSE MONI SECURITY!!! read more

Hey fellow Yelpers! I rarely write reviews unless the service is so exceptional that I want you to benefit from it too. I've been looking at installing a security system in my home and had 2 companies selected to interview from Angies list. I ended up going with Monitronics and have to say that the service was more than exceptional. Their team spent a great deal of time considering the specific security concerns I had and tailored the security system to address those concerns. My experience was that they carefully considered what I needed for my home, were incredibly responsive, and that their "team approach" was outstanding. Honestly, these days it a rare find to work with a company that treats you like a person instead of a product. I'm so glad I went with them, and feel so much safer now that Monitronics will be there to ensure I am protected. If you are looking for a security system for your home you should consider Monitronics. Personally, if you are fortunate enough to have Kemmer as the guy who assesses your needs, and Scott to do the installation, that's an added bonus. read more

I am very disappointed in Monitronics. We have been customers at this home for 4 years and our prior house for 5 yrs. we have been unable to properly use our system here since we got it, several attempts to remedy the situation, have still left us unhappy. Today the tech came up with a solution, but your retention department wanted to charge us $140 for it!! Or a new 24 month contract? Why would I do that when I am so unhappy- handle the situation, and maybe you would keep us as customers? I am taking recommendations on a new provider come October when my last 24month contract is up! read more

1st we had ADT and a man come to our door claiming that Moni was ADT and they had a new system. This was not the truth and I've been trying to cancelling the contract since then and they come up with every reason/excuse you can think of. Now that I'm at the end of my contract they claim they will have to send me a form to cancel the system; which I have not received. This is not a debate and I will not pay for your service after this email. Moni should have charges files against them for impersonating another company which I just may do since I've moved and am back with ADT. Maybe ADT would like to know what your company is up to. read more