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#21
monitronics-130x130

Monitronics

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.0
User Score
1.1
Our Score
7.0
User Score
1.1
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95

Up-Front Costs

Activation, Install & Equipment
$99 - $149

Technology & Equip.

10/10 = BEST
9

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
23 Years

A-

Customer Support

Good, Bad, Limited
Bad

SDM Rank

Top 100 Company Rank
4

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
300

This Review is maintained by Jordan Zornes

Review Last Updated: April 5, 2016

Monitronics has been providing home security solutions since 1994. Its monitoring operators are CSAA-certified and have been thoroughly trained to help you out whenever your system sends an alert. Monitronics use top-of-the-line equipment in their home security systems and each system comes with a lifetime warranty. While Monitronics offers a number of features and equipment that compete with top companies, its poor customer service, hidden fees, and confusing terms and conditions are what ultimately prevent this company from reaching top-rated status.

Rank Chart
Monthly Price
Upfront Costs
Has Video
Review

#1

$19.99
$0
Yes

#2

$34.99
$99.95
Yes

#3

$24.99
$0
Yes

#21
monitronics-130x130

$34.95
$99 - $149
Yes

The Good

  • Home Automation Options
  • False Alarm Protection
  • Flexible Moving Options

One thing we like about Monitronics is its option to upgrade to home security packages that include home automation features. These features allow users to both monitor and control their home security system remotely, and also receive mobile text or email alerts. With Monitronics’ Premier package, customers can control their garage doors, locks, thermostat, lighting, appliances and access live and video for no extra cost.

Monitronics also offers a number of protection features to help you in the event of a false alarm. The company’s false alarm protection covers up to two false alarms caused by the system each year, and reimburses users up to $50 for each false alarm. Few companies offer false alarm protection, making Monitronics unique in this regard.

For customers who have had their Monitronics security system for over a year and are up-to-date on their monthly payments, Monitronics will assist with moving and reinstalling the security system to a new home for free. This offer comes with the option to extend the terms of your current rate for up to 24 months.

The Bad

  • Higher Prices and $99 to $149 Activation Fee
  • Possible Rate Increases
  • Lengthy Contracts
  • Poor Customer Service

Monitronics’ monthly monitoring rates are more expensive than top rated companies that charge almost half of what Monitronics charges and while Monitronics claims to offer both free equipment and free installation, these terms are somewhat misleading. Each home security package offered by Monitronics comes with a sizable activation fee, which, depending on the package, can be as high as $149. No home automation features are available with Monitronics Basic Security plan and you will have to pay for them additionally if you go with the next plan up. Basically, it’s a way for them to get you to pay for the most expensive plan if you want any of the home automation features.

Monitronics requires anywhere from three- to five-year contracts on each of its packages, and customers who want to move their system into their new home may be required to sign a completely new contract. Montronics also reserves the right to change the monthly rate of these contracts after the first 12 months. And as Monitronics’ home security packages are already more expensive than those of industry leaders, customers may find they’re paying a great deal more for the same level of home security.

Most users on our site have complained about Monitronics’ poor customer support, particularly over the phone. Customers also report being billed for services not rendered, and failing or faulty equipment. Due to Monitronics’ extensive terms and conditions surrounding false alarm and theft claims, customers may have a hard time securing reimbursement for false triggers and burglaries.

Want to know which home security companies are top rated? Click Here.

The Bottom Line

Monitronics offers a number of features that few home security companies can beat. Home automation equipment and services come standard on its most expensive, HomeTouch Premier package, and all packages come with limited false alarm and theft protection. However, Monitronics has a track record of poor customer service. Its lengthy contracts, hidden fees, and misleading and confusing terms of service have caused frustration among its customers. Potential customers are strongly encouraged to investigate our top home security companies before making a final decision.

View Top Rated Companies.

Are there any inaccuracies in this review? We take accuracy very seriously and would love your feedback. Visit our Request Reconsideration page and send us your feedback today!

300 Monitronics Reviews

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  1. User Score
    0
    April 26th, 2016 Temecula, CA
    1 people found this review helpful!
    This review is solely based on their cancellation process & customer service. Our company has been with Monitrocis for years. The company ended up moving to a different location so we had to cancel service. Yes what every one says about canceling service is a NIGHTMARE. Monitronics does not accept a phone call or email for cancelling services. They only accept a letter by snail mail which is a crock of you know what. They also said it would take up to at least 30 days from receipt of the letter to cancel services. We sent a letter 02/23/16 after an initial phone call to cancel service. We didn’t send it certified because the representative didn’t say we needed to. 03/14/16 we received a bill for monitoring services between “02/19/16 to 03/18/16” Literally 4 days for monitoring. Its ok we paid the bill no big deal. 04/14/16 we get another bill for $25.96. We called to find out what was happening and Monitorincs claimed they never received our letter but did note that we placed a phone call to them 02/23/16. After a quick Google search I noticed that we are not the first customers that Monitronics claimed they never received a letter to cancel services. It actually seems to happen ALL THE TIME. That is so shady. We told the representative that we are refusing to pay the April bill. She claim she would credit the account $25.96 so it would show a zero balance and that we had to resend the letter. This time we sent the letter certified & I waited a week to call back because i knew deep down inside that there was no credit applied and that we would have the same balance. Well what do you know, I called and they magically received my certified letter but this representative said that it still showed a balance on the account not of $25.96 but $51.92?!?! I am like well that is not correct because I have the bill in front of me that is not due for a week and the only balance on there is $25.96. If I would have had a previous balance from somewhere it would be on this bill. We went back and forth & supposedly he credited the account to show a zero balance. We will see when I call back next week in May. It seriously should not take ANYONE this long to cancel any type of service. I requested to cancel services in FEB and there is no reason why I should still be dealing with them in MAY. Its insufficient & a complete waste of time. Not to mention how long we were customers with them and how we always paid our bills on time. Monitronics doesn’t care how good of a customer your were to them. If you want to cancel service they will make it has hard as possible for you to cancel and will try to squeeze more money out of you. Because of this I now will be cancelling my own home personal services & NEVER recommend them to anyone.
    Read More
  2. User Score
    0
    April 24th, 2016 Prospect, KY
    0 people found this review helpful!
    Horrible. Had no service for 6 months. They finally fixed it and three months later, I have a battery failure….again. Apparently the $40 battery only lasts a month. Customer service is some of the worst Ive ever dealt with. They also raise monthly prices at any time and without notifying you. After paying months in advance, they claim payments were never made. Takes two weeks or more to send a tech person when system is not working but they will continue charging you for the service you do not have…and for a worker to come out. They make NO attempt to make things right and no apologies ever. They also require you to pay for all new (reburished but they call it new) equipment despite how old it is and despite what you are pahing monthly. If control panel fails after three months, you foot the bill. As I speak, system is again not working. Over the past year, Ive made dozens of calls to them regarding the key fob not working, battery failures, control panel going out, system going out entirely, them raising prices, them claiming I did not pay when I did pay IN ADVANCE, door sensor not working, and on two occassions, alarm sent offwhile I was home and wohld NOT stop. Had siren blasting for two hours on one occassion. The amount of issues….insane.
    Read More
  3. User Score
    0
    April 23rd, 2016 Newark, OH
    0 people found this review helpful!
    Horrible company, does not complete the work that was contracted but harassed the consumer to pay for unfinished work. Wouldn’t recommend to anyone.
    Read More
  4. User Score
    0
    April 21st, 2016 Glendale, AZ
    1 people found this review helpful!
    Cannot ever seem to cancel this service! They kept billing us even after we canceled!
    Read More
  5. User Score
    1
    April 20th, 2016 Mesa, AZ
    1 people found this review helpful!
    Their billing dept and customer support is the worst to deal with. I closed out the account and they kept on billing me.
    Read More
  6. User Score
    0
    April 18th, 2016 Denver, CO
    1 people found this review helpful!
    Monitronics SUCKS. Customer service sucks! I am the son of a customer who has been in the hospital since the beginning of the year. He cancelled service in December AND my mom sent a letter (not sure if he sent a letter since he cannot eat, talk, breathes on ventilator). No monitoring is happening although they continue to bill. They’re calling me now as I am the backup phone number if there is an alarm. I was told they sent a “bad letter” cause it was not certified? WOW! They switched to ADT
    Read More
  7. User Score
    0
    April 15th, 2016 Modesto, CA
    1 people found this review helpful!
    So disappointed with the service and the actual alarm.
    Could barely hear the alarm when it was set off.
    There is no way anyone passing by my house would have heard the system. I had a different service and was sold to monironics. That company wasn’t any better but at least they would have called me if the alarm went off. Monironics didn’t even contacted except by a quick note in my email that my alarm was tampered with.
    The tech that came out to repair was worthless and couldn’t even change the batteries.
    Please think twice before entering into contract with this company
    And then think again and go with another company.
    Read More
  8. User Score
    0
    April 13th, 2016 Reno, NV
    5 people found this review helpful!
    Switched from another alarm company to Monitronics and learned the hard way that this switch us very costly and frustrating. Nothing but problems from beginning when tech ruined 3 window sills drilling the sensors and essentially preventing windows from opening correctly. Complained and they sent tech out to reposition but that still left a hole on window frame. Unfortunately, we sold home with 7 months left on this VERY lengthy contract duration (not disclosed well upfront) and renting. They are still charging me for a monthly fee unless I re-activate even though I don’t have a home yet. Told me my other option was to buy out my contract for $780 or so. Customer service is non-existent. Would NEVER recommend this company. They have zero service recovery skills and the longer you stay on the phone with them, the angrier one becomes. Rather than dealing with the frustration, I have now settled on just paying the monthly fees until the term ends even though I don’t even have the alarm system or a new home to install it in.
    Read More
  9. User Score
    0
    April 12th, 2016 Wilmington, DE
    1 people found this review helpful!
    The Federal Trade Commission should keep an eye on Monitronics. Monitronics’ contracts are illegal because they benefit Monitronics a lot more than they benefit consumers. Monitronics refuses my cancellation of service dated 3/17/2016, and continues to harass me with phone calls and increasing bills. What’s more, I never signed the contract. The woman I was living with signed the contract thirteen years ago. So that the contract expired ten years ago and yet Monitronics is making every attempt to hold me liable even though I didn’t sign the expired contract.
    Read More
  10. User Score
    0
    April 12th, 2016 Austin, TX
    0 people found this review helpful!
    I can’t get out of their contract. Had hardware problems to which they claim no responsibility for the hardware once installed and working. Would not credit account for time that alarm wasn’t functioning. Now that I’m trying to terminate my contract end date keeps changing depending on which representative I get through to on the phone.
    DON’t Enter a contract with these folks!!!! Just don’t
    Read More
  11. User Score
    0
    April 12th, 2016 Greenville, SC
    0 people found this review helpful!
    I was told at installation that I would not receive any rate increases during the length of the contract. After 2 years on a five year contract, I received a rate increase. After discussing this issue with a representative they basically said too bad and offered no attempt to resolve issue. Buyer beware! I am not sure how they can post a superior customer services ratings on their website with all the negative reviews….????
    Read More
  12. User Score
    0
    April 11th, 2016 Virginia Beach, VA
    0 people found this review helpful!
    Monitronics are basically a bunch of crooks preying mostly on older people as far as I can tell. My mother moved into assisted living after not being able to use her service due to her mental condition. The company at first would not cancel the service, and continued to debit her checking account even after they agreed to stop service. Not a company to do business with.
    Read More
  13. User Score
    0
    April 8th, 2016 Dallas, TX
    0 people found this review helpful!
    Mother went into nursing home. She had fulfilled her contract and we sold the home. I’m her power of attorney and tried to cancel. After huge run around and sending them the docs they said they didn’t recognize a power of attorney And continue to tag my mothers account. They said That the contract states their reason. I’ve sold homes homes ,closed banks accounts with POA. But can’t cancel an alarm service Do not trade with this company
    Read More
  14. User Score
    2
    April 7th, 2016 Phoenix, AZ
    0 people found this review helpful!
    I signed up for this service when a sales man came to my door. By the time it was time to install I had second thoughts I called and moved back the install date by 2 weeks to give myself time. I discussed this with my mom who lives in my home and told her I wasn’t going to do it. The installer never contacted me to confirm the install and my mom (who doesn’t like confrontations) let him in to do the work anyway. So I decided to try it out because what choice did I have by that point? Every month I have paid my bill 44 dollars a month and every single month they take 3-4 weeks to process my payment and they charge me late fees even when the date on the envelope shows it was mailed well in advance. They call, text and harass you even when you let them know the date you sent and check number. This has been a complete disaster and I am done. I called and asked about canceling and they tell me that I would owe the 2,200 dollars that would be total payment for the 50 months left on my contract. This company is a scam and they are unreasonable and have horrible customer service. I will not be paying for the lack of service they offer. Buyer Beware.
    Read More
  15. User Score
    3
    April 6th, 2016 CA
    0 people found this review helpful!
    Average service at an above average price. A couple of false alarms generated by incorrectly programmed sensors prompted me to not renew my service agreement. I am entering in to the cancellation process and I have heard it is challenging. I sent my cancellation noticed via Certified Mail to ensure I have properly documented my steps to support any future claims if necessary. I will update this review with the cancellation process I encounter if it does not go well.
    Read More
  16. User Score
    0
    April 5th, 2016 Scottsdale, AZ
    1 people found this review helpful!
    Monitronics has terrible customer service which becomes even worse when you try to cancel. They kept telling me that in order to cancel I had to respond to a letter that they would send me. That would have been fine if I had actually received the letter that they had promised to send me. Oddly enough I continued to receive their promotional materials in the mail, just not the letter to cancel service. After repeated calls to customer service over several months one of their customer service reps finally let me know exactly what to say in a letter and where to send it in order to cancel the service. On a side note, I had met the full term of my contract so it was not as if I was canceling early.

    In the meantime, I had put a stop on my checking account because they continued to charge me for a service at a residence that I no longer lived at. I kept getting alarm alerts at the residence even though I wasn’t there anymore. Later, I received a bill for $200 even after the cancellation had finally gone through. I called customer service and asked that the fees be waived given the ordeal that I been through to get the service cancelled.

    She told me it would just go against my credit if I didn’t pay without even bothering to investigate the issue. All of my phone calls should be logged in their system showing how many times I attempted to cancel service.

    I do not recommend using Monitronics because they intentionally make it impossible to stop service by giving you the runaround. There are alarm monitoring companies out there that will provide the same level of monitoring service, with much better customer service.

    Read More
  17. User Score
    0
    April 4th, 2016 Mobile, AL
    1 people found this review helpful!
    Monotronics Alarm Co service I have ever experienced. I notified them to cancel my service in October because I decided to go with a local company. I spoke to a representative on the phone and they assured me that my service was canceled. Six months later I got billed for the past six months that I thought my service was canceled. I went ahead and paid The previous six months bill. Signed the waiver to cancel my service. And two months later I get billed again! I was informed that I was still being billed until they actually had on file the written cancellation which by the way I had no idea I had to do otherwise I would’ve done it in October. The supervisor was absolutely awful and gave no and provided very little assistance to me a value customer for the past five or six years. If our you I would not use this company run far away from this company and if you have this company cancel your service make sure you put it in writing first
    Read More
  18. User Score
    0
    April 3rd, 2016 Henderson, NV
    1 people found this review helpful!
    While Monitronics “monitors” your home well, in that the alarm system technically works, I have had several major issues.

    1. Their sales people lie to seel you the plan. I was told 3 years and come to find out it is 5. Unfortunately I lost my contract due to accidental water damage so I can bring them documentation.

    2. They installed my system wrong so I could never get it to pair with the app. I called multiple times after install and they told me that to come back out there’d be a charge, even though the install was the issues (after several support calls).

    3. They down-right refuse to cancel your contract. I sold my home, live in a rental, and don’t even have access to the alarm system and still nothing they will do.

    All in all their customer experience is ridiculous and awful.

    Read More
  19. User Score
    0
    April 1st, 2016 Denver, CO
    1 people found this review helpful!
    Interesting that the reviews for this company fall almost completely in the TERRIBLE range. We have had this company – or should I say this company has had US since 2014 and we wanted out the first month! They are impossible to deal with, charge a totally ridiculous amount and you can rarely even contact or speak with anyone who knows what they are doing. Cannot believe that they remain in business but a sucker is born every minute and I was one!!
    Read More
  20. User Score
    1
    April 1st, 2016 Lakewood, OH
    1 people found this review helpful!
    My camera I paid a lot extra for did not work – multiple technicians have been out. The last technician said it just won’t work where we need it. Customer service was horrible – absolutely horrible. I would never recommend them to anyone.
    Read More

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Our Score
7.0
User Score
1.1
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95

Up-Front Costs

Activation, Install & Equipment
$99 - $149

Technology & Equip.

10/10 = BEST
9

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
23 Years

A-

Customer Support

Good, Bad, Limited
Bad

SDM Rank

Top 100 Company Rank
4

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
300
Our Score
9.4
User Score
8.5
Rank this Company

Ratings Breakdown

Price

Monthly Price (Copper package)
$19.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
22 Years

A

Customer Support

Good, Bad, Limited
Good

SDM Rank

Top 100 Company Rank
15

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
860