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Moni 130x130 2
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#30
Moni 130x130 2

MONI Smart Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.0
User Score
1.1

Visit Site

Our Score
6.0
User Score
1.1
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
6/10

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Pay Balance

Time in Business

Total # of years
22

-

Customer Support

Good, Bad, Limited
Limited

SDM Rank

Top 100 Company Rank
4

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
394

This Review is maintained by Chase Sagum

Review Last Updated: December 30, 2016

Founded in 1994, Monitronics has provided home security solutions to over 1 million customers. Monitronics has recently rebranded thmselves as a smart home security company with the name “Moni”. The company uses high quality, warrantied equipment and offers several plans for customers to choose from. Additionally, Moni Smart Security operators are CSAA-certified (an accreditation that requires more than 96 hours of classroom training and 8 weeks of hands-on monitoring), so customers can be confident that they are in good hands.

While its features and equipment are comparable to other high-rated home security companies, hidden fees and contract terms ultimately prevent Moni Smart Security from being a top dog in the industry.

The Good

  • Multiple equipment packages
  • Low upfront costs
  • False alarm protection
  • Flexible moving options
Multiple Equipment Packages

Moni Smart Security offers great equipment for both home security and home automation. There are three equipment plans for customers to choose from: Basic, HomeTouch, and HomeTouch Premier. Each of the three plans include basic system components, while the two higher plans provide extra features such as video cameras, remote system control, and text alerts. With multiple plans available to them, customers have the ability to find an option that best meets their home security needs and budget.

Low Upfront Costs

Moni Smart Security will provide its customers with free equipment and installation (minus a few exceptions), keeping upfront costs low and affordable. However, there are some fees to be aware of—more on those below.

False Alarm Protection

False alarms aren’t incredibly common, but they do happen. Moni Smart Security offers a number of protection features to help customers in the event of a false alarm. For example, the company will cover up to two false alarms each year. Additionally, Moni Smart Security will reimburse customers up to $50 for each false alarm. Few home security companies offer any type of false alarm protection, making Moni Smart Security unique in this regard.

Flexible Moving Options

Moni Smart Security offers free moving services to customers who have had a security system for at least a year and are up to date on their monthly payments. This offer comes with the option to extend the terms of the contract at the current rate for up to 24 months. If the customer is not interested in moving the system to their new home, Moni Smart Security will allow them to transfer the contract to their homebuyer or pay off the remaining balance.

The Bad

  • Lengthy contracts
  • High monthly rates and activation fees
  • Possible rate increases
Lengthy Contracts

All Moni Smart Security plans require that customers sign into a binding three to five-year contract. While three years is the average contract length in the home security industry, there are some companies that offer a shorter contract length or do not require customers to sign into an annual contract at all.

Higher Monthly Rates and Activation Fees

Although Moni Smart Security offers free equipment and installations, the company’s monthly monitoring rates are quite a bit higher than those of other top-rated security system providers. For example, Moni Smart Security monitoring prices start at $34.95 per month and only go up from there. In addition to steep monthly rates, the company also charges a sizable activation fee, which, depending on the package, can put customers back up to $149.

Possible Rate Increases

The monthly rates advertised by Moni Smart Security are based on a 36 to 60-month monitoring agreement. However, actual rates could increase after 12 months, leaving customers locked into a contract and paying a higher rate than they were expecting.


See Our Top Rated Companies Here

The Bottom Line

Moni Smart Security has over two decades of experience in the home security industry. The company offers multiple equipment packages, flexible moving options, and false alarm protection. Moni Smart Security advertises free equipment and installations, but charges steep activation fees and requires its customers to sign into lengthy contracts with high monthly monitoring rates. Consumers who are considering Moni Smart Security should also be aware that the company reserves the right to increase rates after the first 12 months.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.1
$34.99-49.99
$99

#2

8.6
$43.49
$35

#3

7.0
$14.99
$229.96

#30
Moni 130x130 2

1.1
$34.95
$99

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394 MONI Smart Security Reviews

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  1. User Score
    0
    January 18th, 2017
    1 people found this review helpful!
    I have been trying to cancel Monotronocs/Moni services for OVER A YEAR! It is literally impossible. I was just on the phone with customer service AGAIN, trying to cancel AGAIN, because after I filled out the cancelation forms online they called me to try and talk me out of it. I was on hold while the guy “checks my account” for over 10 minutes and then he hung up on me. This place is a joke. DO. NOT. GO. WITH. THEM!!!!
    Read More
  2. User Score
    0
    January 14th, 2017 Niceville, FL
    1 people found this review helpful!
    If there were a way I could give a ‘NEGATIVE’ rating, I would give these @ssholes a NEGATIVE TEN (-10). They are a bunch of lying, rip-off artists who REFUSE to ‘honor’ their so-called lifetime warranty on equipment (which is old & out-dated), they ILLEGALLY record phone conversations (they don’t tell you that up-front), they are overly EXPENSIVE on their costs, and they will call out the HARASSING DEBT COLLECTORS when you refuse to pay for their CRAPPY SERVICE (like refusing to FIX broken equipment!!!). They should call their company ‘MONO’ as in it’ a DISEASE that refuses to go away easily!
    Read More
  3. User Score
    0
    January 13th, 2017
    0 people found this review helpful!
    Hate the system and hate the company! Nice guy comes to our house promising us a better deal than ADT Security. Little did we know IN FINE PRINT somewhere in the contract we are stuck with this mess for 5 years!!!! Since we’ve had it alarms have gone off for NO REASON. The thing starts beeping FOR NO REASON! Once we even had the police show up but again it was FOR NO REASON!!! So now we are stuck with this. We had a Moni tech come to our house to put in a new sensor ($50 for that!) and still we have nothing but problems. When we tried to get out of the contract that’s when we learned the company has us in a 5 year contract! We don’t even use the security system anymore because of all the alarms and beeps that go off FOR NO REASON! Stay FAR away from Moni! Don’t even let them talk to you! It’s a deceitful company and will just be nothing but trouble!
    Read More
  4. User Score
    0
    January 10th, 2017
    2 people found this review helpful!
    Monitronics is a very dishonest company from the sales rep to the customer service department. when you call to question something that they should have done in the first place u get the run around. They increased heart rate and when we called the question that they told us it was in the contract that they could do that at any time for any reason without notifying us. they are very difficult to work with and impossible to get out of a contract that you were lied to about from the start. do not sign a contract with this company you will regret it for a very long time.
    Read More
  5. User Score
    0
    January 10th, 2017 Collierville, TN
    2 people found this review helpful!
    The worst company I ever worked with.
    Their service is so bad I decided to cancel their service. Even if I cancelled after the contract ended they charged me two months, saying that their cancellation procedure takes two months.
    Worst service. I will not recommend.
    Read More
  6. User Score
    0
    January 9th, 2017 Lewisville, TX
    1 people found this review helpful!
    The contract is/was 5 years and they say that is the norm–wrong. Customer service is awful–need to be able to spend 30 minutes on phone waiting. No way to change payment methods online. Can’t call in and cancel–they have to send you a form and you have to sign and return within 7 days AND then it takes 30 days for them to cancel it–even when the contract ends.
    Read More
  7. User Score
    0
    January 3rd, 2017 Tampa, FL
    1 people found this review helpful!
    After being a contract customer for two years, on my third year of the contract this company raised my rate through a loop hole in the contract by 5%. This is one of the worst companies I have ever dealt with. I was also supposed to get a months discount for paying yearly and this is happening either in the last year. Beware of the fine print!!! this company will tale advantage of you.
    Read More
  8. User Score
    9
    December 29th, 2016
    0 people found this review helpful!
    Had Monotronics for two and a half years and haven’t had problems of price increase. I love the two way voice and the fact that any issues go directly to police.
    Read More
  9. User Score
    0
    December 21st, 2016 San Marcos, TX
    1 people found this review helpful!
    I obtained service in January 2012, within one or two months my system quit working! I called several times and was not taken care of. I ended up paying for over two years without service as no tech would come out to fix the system despite numerous calls. I finally moved in April of 2014 and decided to give them another try and called to have service transferred to new home. Once again, I was given a date and time and no one came out to service my home. I called to cancel and was told I could not cancel my contract. I set up to have installation again and still no one came out to my home. Finally in May of 2016 I called and spoke to Ashley C at Monotronics and told her what had been going on since the beginning of my contract. She apologized and assured me my contract would be cancelled. Here comes December and a get a call from a collection agency. I called Monotronics back and spoke to several people before I was given to Adrian B. Of course he said there was nothing I could do and it was too bad I did not receive good service, but I had to go through the collection agency and pay up to this month. Then he could reduce my bill for the remainder of my contract. Never once did he ever offer to rectify the situation or let me know he would give me service if I did pay the contract. Talk about a company that cares very little about it’s customers!! I would advise everyone who reads this to not ever sign up for service and please spread the word that they are not to be trusted. They have only long contracts and even when they do not fulfill their part, you are still stuck with paying yours. I am a retired, disabled Iraqi Veteran, it is a shame to be treated like this!!!
    Read More
  10. User Score
    9
    December 9th, 2016 Sunbury, OH
    0 people found this review helpful!
    I have been with Monitronics for six and a half years. Have not had any problems with them all this time. Great service ,absolutely no problems with them
    Read More
  11. User Score
    0
    December 8th, 2016 West Babylon, NY
    3 people found this review helpful!
    Installer Tricked elderly to install this crap. They make it impossible to cancel. and you get the runaround.
    Read More
  12. User Score
    0
    December 6th, 2016
    3 people found this review helpful!
    This company is very misleading and don’t have an acutal written contract- it is verbal only and I feel like they prey on the elderly…
    Read More
  13. User Score
    3
    December 5th, 2016 Calexico, CA
    3 people found this review helpful!
    First: call customer care and wait.
    Then you are transferred to cancellation department. Oops. They aren’t open. Call back.

    Repeat first step.
    2nd step: You speak to someone in cancellation and after all the upsales and attempts to keep you, you finally cancel.

    They continue to deduct your monthly fee.
    Repeat first step.
    Repeat 2nd step.
    You are advised you need to respond to an email to actually cancel and THEN will have
    Step 3- respond to email
    Step 4- wait for a phone call to verify your cancellation. Don’t miss! Or you need to repeat all steps 1-4 again.
    Step 5- cancel payment method…oh you are transferred back to customer service.
    Step 6- change to mail in payment- and advised you wont’ get deducted until 30 days later with your LAST BILL!

    RIDICULOUS!!!!!!

    Read More
  14. User Score
    0
    November 30th, 2016 Knoxville, TN
    3 people found this review helpful!
    Montronics took over for USA Security. Moni never installed any products in my home and could never get the system to work correctly (they blamed the phone company). The phone company stated that the panel for the system was not working to begin with. I even called Montronics and asked them to check the system. This was after months of nonservice. They agreed, it wasn’t working. But for $300 plus dollars and a new two year contract, they would install a new system ( I told them they had not even put the first one in). They also informed me that the service fee would now be over $45.00 a month. I told them I did not want a new system and could not afford that much…I’m a senior citizen and on a fixed income. My monthly fee was being automatically deducted from my bank and had been being paying for over two years for nothing. I went to the bank and cancelled…Moni has informed me that they have turned my account over to a collection agency, but if I paid over $300 they would clear my account. I don’t have $300 plus dollars for anything, let alone service that I never received. I had already been paying for non-service for over 2 two years. DO NOT deal with this company..I guess I will have to take a hit on my credit for something I never received from a bunch of crooks!
    BEWARE….read the fine print about company sell outs and take-overs. I was sold out to a low-life, money bleeding company.
    Read More
  15. User Score
    0
    November 28th, 2016 Plant City, FL
    2 people found this review helpful!
    We have written 2 letters and called once and they are still sending us bills. Why can’t they understand when the service has been cancelled for more than 3 months.
    Read More
  16. User Score
    1
    November 28th, 2016 Albuquerque, NM
    2 people found this review helpful!
    Bought our system from local company alpha alarm for as they said two year 24 month contact. In small print said 5 year contract and even Monitronics even agreed it was two years…worong when we decided to cancel 2 years later we were both surprised it was 5 years. Also we should have backed out when they did not know how to install cameras on our house they could not get signal with gear they used. Systems works except for camera and we still stuck with it till time is up. Another thing is their Customer service is hostile with any cacelation call so I am not looking forward to that day. Do yourself a favor and do not except any contact from this company.
    Read More
  17. User Score
    0
    November 17th, 2016 Wetumpka, AL
    5 people found this review helpful!
    I agree with every negative review posted about Monitronics. I warn each of you that eventually the Monitronic system provided by this company will not work. They won’t fix it. Technicians will come to your house & hem & haw & make excuses, but eventually you’ll give up. So prepare yourself for a high priced security system that won’t work for the 3-5 year contract period. Then, when the 3-5 year contract period is up & you make the call to cancel so the money drain will cease, Monitronics makes it impossible to cancel. I kid you not, nothing is more difficult than trying to cancel this service. You have to call, give secret squirrel passwords, wait on an email from them & then respond to the email with more secret squirrel passwords …but if you don’t meet their 7 day email response time, you have to start the process all over. Then they have 30-60 days to bill you after you’ve climbed their Mt. Everest of a cancellation process.

    So, my short advice, run run run from this company.

    Read More
  18. User Score
    1
    November 10th, 2016 Houston, TX
    2 people found this review helpful!
    Do not use this company. Rude installers, poor hardware.
    They badgered me into “upgrading ” rude installer came to put new unit in first off box was smaller so all the holes in wall were left and not even filled in by them. Second I was on my way on vacation, was 80 miles from home the new box started going off, the phone calls started coming in and I had to turn around go home the installer had not installed ot correctly. After the problem was fixed the calls kept coming in, signal off, all kinds of issues. It was constantly disrupting the signal…phone calls constantly.
    Rude people, wont let me cut off service without writing them a letter etc…..STAY AWAY FROM THIS COMPANY
    Read More
  19. User Score
    10
    October 28th, 2016 Ridley Park, PA
    0 people found this review helpful!
    I love Monitronics! MyMoni security was purchased several years ago under the Monitronics name. We have the movement protectors, audible alarm and the alarm that goes to the local police.

    I love the fact that I can alarm my security on the run with my phone or iPad. I get a reminder to alarm if I haven’t. I can alarm it at night so we can sleep feeling secure.

    I know that the agents are working to keep us safe because at times my husband forgets to disable the alarm and opens a door. Moni calls us immediately, asks us the security word and we know they are watching for us.

    Read More
  20. User Score
    0
    October 23rd, 2016
    5 people found this review helpful!
    This company is horrible. They overlay their equipment on one’s previously installed equipment from another company. Nothing works since the Moni Security system is incompatible. We have had no protection since 2013. Now they won’t let us out of our contact until 2018. This company needs to be investigated for fraud. Save your life and choose another company. Spending over $4000 as we have done with them is a crime!
    Read More

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Our Score
6.0
User Score
1.1
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
6/10

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Pay Balance

Time in Business

Total # of years
22

-

Customer Support

Good, Bad, Limited
Limited

SDM Rank

Top 100 Company Rank
4

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
394
Our Score
8.0
User Score
8.1
Rank this Company

Ratings Breakdown

Price

Monthly Price
$34.99-49.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
12-36

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
2007

A+

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
307