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Moni 130x130 2
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#20
Moni 130x130 2

MONI Smart Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.8
User Score
1.2

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Our Score
6.8
User Score
1.2
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 Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
413

This Review is maintained by Chase Sagum

Review Last Updated: February 2, 2017

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

8.6
$19.99-$42.99
$0

#2

8.1
$34.99
$99

#3

6.4
$34.95-49.95
$99

#20
Moni 130x130 2

1.2
$34.95-$54.95
$99-$149

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413 MONI Smart Security Reviews

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  1. User Score
    10
    February 24th, 2017 Austin, TX
    0 people found this review helpful!
    Extremely satisfied. No automated system after 7pm Christie the support tech was able to walk me and my sister from taking the actual system off the wall to resetting it. I was awesome to have someone with such experience and patience to walk us through each step. It’s good to understand how everything works together. I proudly recommend MONI for great customer service.
    Read More
  2. User Score
    0
    February 23rd, 2017 Windsor, CA
    0 people found this review helpful!
    We have tried to cancel our account since June 2016 when we faxed cancellation letter. Never heard form Monitronics. When contract expired in September we continued to get the monthly payment deducted from our account. We called and were told they never received cancellation. We sent a new cancellation letter, but payment was still withdrawn and no acknowledgement of receipt of cancellation. Had to stop payment at the bank. Repeatedly asked for a manager to callback. Never heard anythink. Late payment fee was now added to account. We continued to call to request conversation with manager. No confirmation of receipt of new cancellation letter. Now it is February 2017 and the company has finally agreed to close the account. They insist that we are liable for over $300 for “services” October to present and are threatening to send us to collection. I would not recommend this company and am reporting them to BBB and other coonsumer groups. The fact that you cannot get a call back is very poor service and clearly show no interest in resolving any customer complaints.
    Read More
  3. User Score
    2
    February 23rd, 2017
    0 people found this review helpful!
    About 9 months ago, I switched security monitoring services at my home from Monitronics to Vivint. On the night that the switch was made, I called Monitronics to find out when my current contract would end. They told me February of 2017. After I hung up with them, I committed to Vivint as Vivint offered to pay for the remainder of my contract with Monitronics. So, I paid the remaining 8 months which cost me about $400.00. Today, I called Monitronics to find out the exact end date of my contract only to find out that I was on a month to month contract which I could have ended 9 months ago. Monitronics was happy to stop deducting their amount from my checking account but would not refund me any portion of the 9 month’s of payments that I could have stopped 9 months ago. On top of this, ever since the Monitronics alarm system was removed from my house, in those 9 months, Monitronics never called asking what happened to the system or even acknowledged that the system was no longer in service. So, lesson learned, don’t get Monitronics as they mislead me on my contract termination date and had no idea that their system, which they were supposedly monitoring, had not been in service for 9 months. I guess it would have worked if I had pushed the panic button.
    Read More
  4. User Score
    10
    February 23rd, 2017
    0 people found this review helpful!
    Moni has been a great security monitoring service. I love the ease of operation of the system, the ability to arm and disarm in a variety of ways, keypad, wireless remote, or smartphone. Being able to control my HVAC system remotely. And being able to unlock my door for friends and family from virtually anywhere . I also like the notifications of any event, including local power failures. The ability to look in on my house via the video camera whenever I wish is also a fantastic feature. This service is a great value for the money.
    Read More
  5. User Score
    0
    February 23rd, 2017 Minneapolis, MN
    0 people found this review helpful!
    stay away from this company! complete crooks! tried to cancel after my mother passed and we sold her house . they kept taking funds from her account for 2 years before we caught them and they refuse to pay back. somhow their phone records are lost….. they billed for monitoring a system that had been cancelled for a house w no phone or internet…… can you say scam artist
    Read More
  6. User Score
    10
    February 23rd, 2017 Brookfield, CT
    0 people found this review helpful!
    I have had Monitronics for a couple of months and I think it is wonderful. I love the phone app, the key fob, and the emergency pendant. My mother had only the health pendant twenty years ago and was charged ten dollars less than the service for my home and amenities. I think MONI’s price is incredible. I feel so much safer now. I also like that the dog will not set anything off. I appreciate the quick installation, the way the equipment was installed, and the helpfulness and charm of the installer. I guess all I can say is I am very happy with the service, price, and the contract. Hooray for MONI
    Read More
  7. User Score
    1
    February 23rd, 2017
    0 people found this review helpful!
    Extremely difficult to cancel service. Continued charges despite dysfunctional equipment. After having broken alarm equipment for several months, I attempted to cancel service and have gotten the run-around ever since. On 2/10/17, I called to cancel service. It took about 20 minutes of hard sales attempts on the phone to finally get them to send the paperwork, which they said would take 72 hours by email. The emailed paperwork arrived on 2/13/17 and I returned it immediately. They are charging me for an additional 30-days of service from the date I returned the paperwork, so through 3/15/17. I am not under any active contract with them. On 2/19/17, our alarm went off and because the equipment is broken, we have to rip the system out of the wall to get it to turn off (we called tech support, but they could not turn it off from their end). So I now have all of their equipment in the trash, a new system (with another company), no active contract, and I continue to be billed (more than twice as much as the new company). Every time I call, I get the same hard sales push. Account manager was entirely unhelpful and said he would put a note on my account for review that I don’t want to pay the bill. I would never recommend this company. One of the worst customer service experiences I’ve ever had.
    Read More
  8. User Score
    0
    February 21st, 2017
    0 people found this review helpful!
    Have spent HOURS, an eternity, days and now over a month to cancel service. Wanted to cancel because every time I spoke to their call centers, no one knew who we were, had no idea where our office was located. It has now been over a month attempting to cancel. Since we were on automatic payment they have continued to extract money from the bank. Would never recommend them. I feel also the runaround on cancellation is a scam to continue to take money. One of my many phone calls lasted 2 hours and 41 minutes, that was over a month ago and they still have not taken care of this.
    Read More
  9. User Score
    1
    February 17th, 2017 Norfolk, VA
    0 people found this review helpful!
    STAY AWAY!

    WOW were do I start. I have been trying to cancel my alarm service with Monitronics since 6 Jan 2017. After some back and forths I finally received the Moni e-mail for termination on 8 Jan 2017. I returned the information back to them that night and on 9 Jan 2017 I received an e-mail that said. “All parties have completed MONI – Action Required to Cancel Service”. Well today 17 Feb 2017 I received a letter that stated. ” were sorry you have cancelled your alarm monitoring service. Your service will be disconnected at your location on 2/20/2017. So I called them 800-447-9239 and spoke to Adraina in customer service and she stated that they have the right to bill a month after the e-mail date.

    BE AWARE OFF MONITRONICS

    Read More
  10. User Score
    0
    February 17th, 2017 Cheyenne, WY
    0 people found this review helpful!
    Since I’ve had the system it has not worked right for years. I had one break in and not a single camera recorded a thing. I had an attempted home invasion and the camera video was the worst ever and could not be used by the police. I depend on this system to take care of my home while I’m away for 8 months out of the year. I tried to make the system work for years and 2 days after I went home to Florida (Feb 2017) the Vegas system broke again.
    Having a problem with them now because they want to still charge me so I terminated the service.
    Read More
  11. User Score
    1
    February 16th, 2017
    0 people found this review helpful!
    Our system doesn’t work and we were told someone will call in a day or two to set up an appointment. That is inexcusable. Definitely won’t sign up with them again when our contract is up.
    Read More
  12. User Score
    10
    February 14th, 2017 Westwego, LA
    0 people found this review helpful!
    What an awesome job Blaine did in helping me to install twould new window sensors. So patient in walking me through every step. Hi five to him!. My Moni service is the best. It gives me comfort and the extra security I need. Tyvm.
    Read More
  13. User Score
    0
    February 14th, 2017 Austin, TX
    1 people found this review helpful!
    This company, and the re-sellers they use are scam artists! I was initially told this was free to me if I put one of their signs out in my yard. After two hours, when they are about ready to start the install, they dropped the $60 a month bill that comes along with this. I should have taken heed to what was going on at that point, but sadly I didn’t. I was also told by the seller that this was for a 2 year contract. I should have paid more attention to the contract, because it was actually for 5 years.

    All of this was 2 years ago. After 6 months or so I realized that this service was just a huge waste of money for me. At that point I was willing to wait until the 2 year mark so that I could cancel my service. Upon calling them I was informed that there was 3 years left on my contract, and that I had to pay the remainder of the bill (around $2,500) to get out of the contract.

    I personally feel like this company intentionally prays on people, and feeds them false information to get them to sign up for their service. They know full well that most people do not read the full contract, which is why they can get their sellers to lie about what actually is involved, since there is no way to actually prove that years down the road. Even the guy I spoke with on the phone mentioned that he had heard from several other people that they were scammed. It should tell you a lot that their own employees know how shady this company (and their re-sellers) is.

    If I were you, NEVER EVER use this company! You will regret it, trust me on that!

    Read More
  14. User Score
    1
    February 13th, 2017 Chester, NY
    1 people found this review helpful!
    Signed a three year contract. Monthly price went up. Worst part is the difficulty of cancelling the contract once the time is up. A lot of run around and have to write a letter telling why rather than simply doing it over the phone. They make it very complicated to end a contract with a phone runaround, various cutoffs and from one department to another.
    People are not polite fast talkers.

    I would not recommend this company.

    Read More
  15. User Score
    1
    February 10th, 2017 Bloomingdale, IL
    1 people found this review helpful!
    Over a 9 year period Moni has continually disappointed me. The monthly fee kept ratcheting up. The bare minimum number of components included were cheaply made and fell apart. The repair service left me with an important sensor not repaired correctly and not detected by system checks. This was discovered upon installation of the new system. Finally the exit process involved having to wait for a docusign email that required weeks of follow-up calls to even receive. The net effect is a couple of extra months of payments after starting the disconnect process. From start to finish, not a good value.
    Read More
  16. User Score
    0
    February 9th, 2017 Philadelphia, PA
    1 people found this review helpful!
    Monitronics obtained my contract through Security Network. Customer service was horrible; increased by monthly rate twice without notification. I cancelled my contract with them.
    Read More
  17. User Score
    10
    January 29th, 2017 Bowling Green, KY
    0 people found this review helpful!
    I have been with Moni for 13 years and have never had a problem with them. If I need a battery change they will send someone and I have never been charged. If there is a problem with my equipment someone is here the same day or the next morning.
    I will continue with them as long as my service continues to be great.
    Read More
  18. User Score
    0
    January 27th, 2017 Las Vegas, NV
    2 people found this review helpful!
    STAY AWAY from Moni. You have many choices & in my opinion this would be the lowest on the list of reliable companies. To Janet who seems to be excited about her new Moni service, wait until you have to use it. I hope your special needs child never has to use the service in an emergency because when I accidentally set off our alarm it took about 15 minutes for someone to call my cell home. I thought maybe they didn’t get the signal that the alarm went off. The service rep said they tried to call on the home phone but no one answered. I told her I had been standing there waiting for their call & my home phone never rang. Also I apologized that I had accidentally set off the alarm. She hung up on me. Then ONE HOUR later a response person showed up. He said he was sorry but he had another call on the other side of town. I told him the service called had been cancelled over an hour earlier. Anyway, then the bill came with a service call charge. I won’t bother with the rest of the nightmare. I will be canceling ASAP. I see another battle coming with this unreliable, dishonest & untrustworthy company.
    Read More
  19. User Score
    0
    January 26th, 2017
    2 people found this review helpful!
    this company is a total SCAM, they took over an existing alarm system I had from ADT and basically put in a JOKE system which wouldn’t even stop a dog who heard it and they never answer phone calls but instead the no you are given by them is a phone tree that only works 9-5 M-F. Of course they lie about this when and if you ever get to talk to an actual human being. the phone no.
    is:1-800-447-9239
    negative 10 for response and service, -10 for alarm system, +10 for lying and deceiving customers

    As i type this i have been waiting online for 15 minutes and I assure you they will try to change my mind and talk me into an upgrade or lie about their response time etc.
    etc.

    this company is based in texas

    Read More
  20. User Score
    0
    January 18th, 2017
    5 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

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Our Score
6.8
User Score
1.2
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 Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
413
Our Score
8.8
User Score
8.6
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
1,805