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#16
Moni 130x130 2

MONI Smart Security

Flexible home security and automation packages

Our Score
7.6
User Score
1.3

Or By Phone:  1-(877) 407-9188

Our Score
7.6
User Score
1.3
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95-$54.95

Up-Front Costs

Activation, Install & Equipment
$99-$149

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Pay 80%

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
444

This Review is maintained by Chase Sagum

Review Last Updated: April 24, 2017

Founded in 1994, Monitronics has provided home security solutions to over 1 million customers. Monitronics has recently rebranded themselves 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. Recently, Monitronics also received the J.D. Power Award.

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.

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.

MONI Smart Security (formerly Monitronics) received the highest numerical score among 6 brands in the J.D. Power 2016 Home Security Satisfaction Report, based on 2,282 total responses, measuring the opinions of customers who purchased a home security system in the previous 12 months, surveyed August-September 2016. Your experiences may vary.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.4
$19.99-$42.99
$0

#2

8.1
$34.99
$99

#3

6.5
$34.95-49.95
$99

#16
Moni 130x130 2

1.3
$34.95-$54.95
$99-$149

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444 MONI Smart Security Reviews

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  1. User Score
    0
    April 25th, 2017 Houston, TX
    0 people found this review helpful!
    Our system is not even a year old and it does not and has not worked properly. Do not, I repeat do not purchase any of the camera equipment. I have tons of emails stating failed remote connectivity, meaning no working cameras, no working doorbell, and now the system has knock out our internet broadband. This system has been nothing but trouble since day 1. Looking for some legal assistance/advice on breaking this contract due to the provider not providing the services we are being charged for. The rate range is also incorrect on the information because we pay 70+ a month for our service. Complete rip off.
    Read More
  2. User Score
    0
    April 24th, 2017 Mooresville, NC
    0 people found this review helpful!
    Moni has turned out to be a nightmare of a company to deal with. They installed a keyless door lock on my front door that worked right for about 3 months. I have had the the service guy out to fix it twice and it worked for about 3-4 days each time. I just called because it is not working again (2 weeks since last service visit) and the customer service rep tells me they do not offer a warranty on accessories so there is nothing he can do. I explained that I was told everything I received from MONI was under a lifetime warranty when I ordered it. I asked for a supervisor and the only thing she said she could so was reopen a service ticket because there is no warranty. I again advised that I was told there was a warranty and all she could say was whoever told me that was wrong. Really? no apology, no how can I fix this fro you, no nothing. Unbelievable! This company is horrible…all they want is my monthly payment and could careless about anything else. As soon as my contract is up so is my dealings with them. I would NEVER recommend this company to anyone.
    Read More
  3. User Score
    0
    April 17th, 2017 Phoenix, AZ
    0 people found this review helpful!
    WAS TOLD ONE PRICE AND GOT A MUCH HIGHER ONE, NOW CAN’T REACH SALESPERSON WHO SOLD IT TO ME
    Read More
  4. User Score
    6
    April 17th, 2017
    0 people found this review helpful!
    Moni has steadily increased the cost for home monitoring since our installation in 2007. That’s okay, but I would at least like to know about it. Our monthly fee is automatically withdrawn from our bank account and this month I noticed there was another increase that I was not aware had taken place. I hope the company can do a better job of communication. Joyce
    Read More
  5. User Score
    0
    April 16th, 2017 Portland, OR
    1 people found this review helpful!
    After using the Moni security system for a number of years, and being billed and paying the full amount each month, I suddenly get billing that says I owe twice the amount I usually pay. When I asked customer service they said I now owe all lot more and no reason given except that It was their decision to bill me for the larger amount. When I said I need to terminate the contract, a man came on and said he would adjust the bill and make it a lot less, which I thought was great. Guess what, the new bill arrives days later stating I now owe even more money!! What gives Moni?? Would never recommend this Moni place as a security monitor. The biggest threat to my home safety turns out to be the protector. Moni., for shame. Rating at a big 1.
    Read More
  6. User Score
    6
    April 14th, 2017 Minneapolis, MN
    0 people found this review helpful!
    We’ve been with Monitronics for 10 years (and still have it). The initial sell-in was very aggressive, all about the free equipment and installation. The main problem is that it’s connected to/interferes with our landline phone. If an alarm goes off and we clear it, the home base’s ‘call’ over the intercom gets interrupted by the landline. So we’re standing around waiting for their ‘call’, and they’ve already left a message but we can’t get to it because the alarm system kills the phone system for a few minutes. I had the phone company come out to look at it, and they said there’s nothing they can do. Overall, the monitoring has been fine–it’s the faulty way the electronics work that is a pain.
    Read More
  7. User Score
    3
    April 13th, 2017
    0 people found this review helpful!
    I signed up for this monitoring serve some years ago (6-7), under another company’s name and under contract. Completed the contract and remained with the service. Both the payee of the account and my name was on the contract. When the payee died, called to cancel the service. I was told that a death certificate would be needed, or is there any way we can verify the payee death? WTF? I asked to speak to a manager. She said, she was the account manager. I told the rep, you’re not getting paid and that I did not need any verification when we signed up for the service. She proceed to give me the PO Box where the certificated was to be mailed. I ask her if there was anyone there over her. Another person got on the phone, offered two months free service for my new location. Placed on hold when another department personnel got on the line talking crap about the death certificate again. Had to give my email to receive an electronic statement in 48 hours to be signed. I have NO intention on using this service again and especially if under contract.
    Read More
  8. User Score
    2
    April 10th, 2017 Denver, CO
    0 people found this review helpful!
    Good luck getting a service call. We have needed service only twice in five years, and each time waited five days for a technician. Seems they are more interested in installing new units rather than servicing existing customers. Also, the service calls are expensive.

    Beware that when your three year contract is to expire, they don’t remind you of your option not to renew-they obviously hope that the date slips by and they can lock you into another three years!

    Read More
  9. User Score
    5
    April 7th, 2017 Pasadena, CA
    0 people found this review helpful!
    After my contract ended, I went month-to-month at a rate of $19.95. Slowly but surely, increases for technology, increases for I’m assuming cost of living and increases for I don’t know what, but I’m at $24 dollars now (and I’m sure climbing). At this rate, I’ll hit my original fees before you know it. On brighter note, the service is good. Representatives are helpful, but they could careless about your worries.
    Read More
  10. User Score
    0
    April 6th, 2017
    1 people found this review helpful!
    I called there alarm center when I had a false alarm. I got a recording stating all there representatives were busy. It took me about 3-5 minutes t go though the alarm center But the police arrived before I could get through the alarm center so I was billed $100.00 by the police dept.
    Read More
  11. User Score
    0
    April 4th, 2017
    1 people found this review helpful!
    I have spent nearly 5 hours trying to cancel my account and have been transferred to around 10 people and hung up on twice during this process. I don’t think I have ever written a review for anything but I have to say something about my experience. Upon cancelling over a month ago, I was told that someone would absolutely break into my house if I didn’t renew. Was this a threat? I have small children so this was an unsettling sales tactic to say the least. I got a bill 1 month after I cancelled so I needed to call back and try to get it cancelled again. I won’t go on and on about the details but I think this company is more of a money making scheme than a company concerned about your safety.
    Read More
  12. User Score
    1
    April 3rd, 2017 Covington, GA
    0 people found this review helpful!
    I was sent a letter in regards to my account and it instructed to call a number, dial this option in order to pay it. Called twice only To get in touch with people who could not help or transfer me to someone who could. Worst customer service I’ve ever experienced, not worth the headache. You’d be better off getting a pet as your “home security” then to deal with these retards. Clearly customer service is not their first priority.
    Read More
  13. User Score
    0
    April 1st, 2017 Cumming, GA
    0 people found this review helpful!
    Fire/smoke detectors and monitoring system did not work on less than 3 year old system. When I called to schedule service, the customer service rep told me that I was wrong, the system was working, and discouraged me from setting up a service appointment. Thankfully, I scheduled the appointment, and the the technician who came to the house confirmed that the detectors Moni had installed were not working and the monitoring system was not working correctly because it did not detect the issue. The detectors were replaced; however, I was charged by Moni for the service call even upon discovery that their equipment was faulty. Trying to cancel with Moni is a frustrating process. I was given incorrect and incomplete information by multiple customer service reps, as you have to speak with multiple people in order to cancel. You then have to send a letter in order to cancel your service. MONI DOESN’T TELL YOU THAT THEY CHANGE YOUR ACCESS CODE ON THE MAIN PANEL IN YOUR HOME WHICH PREVENTS OTHER COMPANIES FROM SETTING UP MONITORING SERVICE. There is an additional process to receive the access code from Moni that will allow another alarm company to monitor your property, and this “process/policy” is set up to take weeks. EVEN AFTER CANCELATION MONI CONTINUED TO CHARGE MY CARD ON FILE, which it appears is a common practice that is also mentioned in the other comments on this page.
    Read More
  14. User Score
    5
    March 31st, 2017
    0 people found this review helpful!
    After cancelling my service, I was billed for another month, and when I inquired about my refund, I was told that it was company policy, and they would not refund my money. The customer service rep told me she would talk to her supervisor, and after a while she came back on and told me there was nothing they could do.
    I went in and submitted a review, ( not a good one) and registered my complaint. About 3 days later, I received a call from a very professional sounding lady, and after discussing my review, she advised that she would give me a refund, if I changed my review to a favorable review. Unfortunately, I cannot find my original review. I did receive my refund, so she is a person of her word. Why couldn’t they have done that in the first place?
    Other than this incident, I was happy with monitronics.
    Read More
  15. User Score
    0
    March 29th, 2017 Hanford, CA
    2 people found this review helpful!
    Initially told there was a military clause in the contract. Didn’t find out until after receiving PCS orders that I also needed a bill of sale of the home it was installed in to activate the military clause, so I couldn’t cancel the contract.

    Customer service is horrible. You’ll be transferred and tell your sob story 3-4 times before anyone tries to help you.

    If equipment breaks, you’ll get different answers from different reps on whether you have a warranty. You basically have to haggle with the rep on the phone to not pay for repairs or replacements.

    Good luck cancelling service. You’ll be on the phone for hours, transferring from rep to rep trying to cancel. And if you do finally make it to someone who says they can help, they’ll just hang up on you half way through. It’s actually an ingenious way to keep people from cancelling.

    The nimrods this company sends to do installations or repairs… Moni uses 3rd party companies to actually come to your home and put the systems together. So no matter what Moni says about all the training its own employees get, you have no idea what will walk through your door. Could be a gang member, could be a mentally handicapped technician. I got both. The actual equipment Moni uses seems to be about average quality, but that’s assuming it’s been installed and set up properly.

    Overall, stay away from these guys. They overcharge, misrepresent contract agreements, and don’t care about customer service or customer relations. They care about money and that’s it, and they’ll just keep charging you whether you’ve cancelled your service or not.

    Read More
  16. User Score
    10
    March 27th, 2017
    0 people found this review helpful!
    I am amazed at the service and reliability of Moni Smart Security/Reliable Home Security system. I have now had the system installed for 3 months now and I haven’t had a single issue with the system. The sales team as well as the installers have been truthful, knowledgeable and deliver on their offers. They will get to understand your unique needs and deliver exactly what you ask of them. I even decided to add two additional deadbolts. I’m not being charged for the deadbolts. They are only charging me $50 Deductible and even installing both for free. Absolutely awesome company and their monthly is very reasonable.
    Read More
  17. User Score
    0
    March 25th, 2017
    2 people found this review helpful!
    They will sell you a system regardless of where you live but will not service it. Aweful to get anyone live on the phone and their contract length are excessive.
    Read More
  18. User Score
    8
    March 17th, 2017
    0 people found this review helpful!
    I want to take the opportunity to say, thank you Ashley.
    She works in the resolution department. I had
    several problems with my new service. I called
    over 10 times to get the issue resolved. My
    husband and spoke with several managers and they
    could not resolve the issues or problem. The mangers
    were rude and unconcern. I was going to cancelled
    My services, but Ashley listen to my concern.
    Read More
  19. User Score
    1
    March 15th, 2017
    2 people found this review helpful!
    I was a customer of Moni for over 10 years when they were called Monitronics. Aside from them being outrageously expensive i did feel like he had good service. Until I tried to cancel my services 5 months ago. They continuously keep charging me even though I have had no alarm services. I’ve called 5 times with no results. Customer service gets a poor rating from me.
    Read More
  20. User Score
    0
    March 13th, 2017 Waipahu, HI
    3 people found this review helpful!
    I’ll give a negative score if it’s available. Dual military family, sold the house, wife’s PCSed to a different state and living on post, I will be seperating from military in 3 months. Called 3 times spoke to two agents and the last one is the manager of cancellation department. if you aren’t military you are locked in the contract and have to pay for the entire contract even if you choose to cancel out, which contradicts the 3rd paragraph in the contract. The manager keeps on mentioning cancellation for the military is acceptable but It’s not even in the contract it’s however they want to interpret the situation. I read the 3rd paragraph which states the cancellation policy but both agents and manager refuse to acknowledge what I read, when asked where in the contract it actually states that I have to pay for the remainder of the contract should I choose to cancel the service, they refer back to the part of the contract which states the length of the contract and how much I owe for the entire service period, basically just ignoring the 3rd paragraph’s cancellation policy which states writing to them 30 days prior for cancellation. I am basically told to pay for a service that I am not getting for 3 months until I can send them a order from service branch. I just cannot wrap my head around this, how can you just blatantly deny what’s written on the contract?
    Read More

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Our Score
7.6
User Score
1.3
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95-$54.95

Up-Front Costs

Activation, Install & Equipment
$99-$149

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Pay 80%

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
444
Our Score
9.0
User Score
8.4
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
1,879