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Moni 130x130 2
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#13
Moni 130x130 2

MONI Smart Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.6
User Score
1.2

Or By Phone:  1-(877) 407-9188

Our Score
7.6
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 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
427

This Review is maintained by Chase Sagum

Review Last Updated: March 17, 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.


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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

8.5
$19.99-$42.99
$0

#2

8.1
$34.99
$99

#3

6.6
$34.95-49.95
$99

#13
Moni 130x130 2

1.2
$34.95-$54.95
$99-$149

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427 MONI Smart Security Reviews

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  1. 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
  2. User Score
    1
    March 15th, 2017
    1 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
  3. User Score
    0
    March 13th, 2017 Waipahu, HI
    2 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
  4. User Score
    0
    March 13th, 2017 North Salt Lake, UT
    1 people found this review helpful!
    I signed on the agreement at $39/mo, by the 3rd year of the contract I was paying $44. When I called Moni’s customer service to notify that I won’t extend the service contract after my agreed 36 month contract, the customer service representative started preaching me how my house (rental property) would be unsafe and questioning my decision in very aggressive tone. He didn’t give a second to tell him that I no longer live there and it’s been renting to someone. So I hang up the phone and googled “how to cancel Monitronics”, and there a few “how-to”s for the topic online. I followed the instruction and I got notarized my letter of service termination request and mailed by certified letter. I know it’s over the top but after I spoke to them I wanted to do everything I can not to give them a chance to hold me back. I also googled how to write service cancellation request in a legal format, which helped me to prepare my letter in a way it give no chance for Monitronics to screw me over. I should have read the agreement thoroughly before I signed the contract or googled this company. Although, to my defense I got the contract through “AZ Alarm Company” which had great reviews on Yelp. But while I was signing the contract, the company representative told me if I write a review on yelp they’d give me one month free. Which I didn’t take advantage of. And also they never mention about Monitronics. I only got to know that I was getting the service from Monitronics when I saw my bank statement. By the way, I left a couple of messages and a letter to AZ Alarm company, they never returned my call or acknowledge my letter.
    Read More
  5. User Score
    0
    March 13th, 2017 Grand Rapids, MI
    0 people found this review helpful!
    I absolutely HATE Monotronics or Moni. When they came and offered a cheaper rate than my current security company I thought. “Why not!”. Boy was I in store for a terrible service, GIANT holes in my wall, no clean up, large and clunky equipment that didn’t do what they said it would do, AND we did not get the equipment we were promised. They tried to come back and smooth talk us into keeping it and trying it only to keep us pacified pass the three day return period. I do not recommend, and warn you before getting into a 5 year contract.
    Read More
  6. User Score
    0
    March 8th, 2017
    0 people found this review helpful!
    they will NOT let anyone out your service contract even though they do not provide the service you paid for, even though they are wrong!
    Read More
  7. User Score
    2
    March 8th, 2017
    0 people found this review helpful!
    I had the monotronics service for several years and my alarm was always going off when I was away. They sent many different techs to fix the problem but it was never fixed, and some of the techs would just be in a hurry to get done. However they had one , Angel , I think who was excellent. After switching to Vivint, I was made aware that the problem was in their terrible wiring of a new panel, they cut corners to do the set up quicker.
    I cancelled moni service in Nov. 2016, and to this day (March 2017)I’m still being billed on a monthly credit card withdrawal. Having gone thru Holidays and vacation and various other things, I didn’t notice til now. They make it difficult to cancel..need to open a letter in email, sign it ,send it back, wait a full month for termination.Never saw the letter/ They should post it in the online account, if they really cared about service!
    Read More
  8. User Score
    0
    March 7th, 2017 San Francisco, CA
    0 people found this review helpful!
    Try to cancel my account and they didn’t want to cancel it. This is the worst customer service ever to cancel my account. They just want to take our money only.
    Read More
  9. User Score
    0
    March 7th, 2017 Tupelo, MS
    0 people found this review helpful!
    Never again. Trying to cancel service is a nightmare, and requires weeks. Then they want another 30 days to process cancellation. Disputing via Credit Card now.
    Read More
  10. User Score
    0
    March 4th, 2017 Lenoir City, TN
    0 people found this review helpful!
    Never worked properly. Had to turn it off. Continue to pay my bill each month. Have not used it for over a year. I have no idea how they could get an award from J. D Powers. This is crazy!
    Read More
  11. User Score
    0
    March 1st, 2017
    2 people found this review helpful!
    I read couples recent reviews about cancellation. It looked like we are in the same boat. But I am with even longer and still treated the same. Cancellation customers did not get full service and they make the cancellation process too much hassle and take forever to get that cancellation doc to be signed. I had been called for a week,but still not received anything yet even they use doc signed technology now and that technology should be quick and convenient, but not with Moni. Might be it was quick for sign up so they can charge u. But cancellation is taking forever since they might want to get some out of that I guess. It is ridiculous!
    Read More
  12. User Score
    0
    March 1st, 2017
    0 people found this review helpful!
    the worse company any one ca deal with system does not work and the company had no clue why really scary at night because of constant beeping all the time my mother litteraly had a heart attack. at this moment we have no protection except a dog who is excellent he barks only when needed which i suggest instead of this company.
    Read More
  13. User Score
    1
    February 27th, 2017 Wilmington, DE
    1 people found this review helpful!
    I used this service for 8 years. Thankfully in that time I never had a break in. The alarm system worked as expected and I had almost no reason to ever contact their customer service. Once during that period they contacted me because I had an old GSM system that needed to be updated to more recent mobile technology. I don’t think their pricing is on the cheap end of the spectrum, but that is not my complaint either.

    My complaint with them is from September 2016, when I moved out of my old house and called to discontinue service. I did not transfer my service to my new residence because I had not yet even found a new residence and was moving into a furnished apartment building temporarily while househunting. So, the details:

    1) They do NOT allow you to terminate service on their website, or even STOP auto-pay. You must call. I find that practice a red flag in the first place. Any site that will happily take your money online but force you to call to cancel is counting on over-billing as a business practice

    2) They “allegedly” sent me a DocuSign document to cancel my service on October 7. I received no such e-mail. And I had to use DocuSign heavily in that period as I was in the process of buying a new home, so I know that I am capable of receiving such documents!

    3) For reasons unknown, I receive a bill in October for $0 yes ZERO dollars. I took this as a sign that the cancellation worked. Foolish me.

    4) In November, they resumed billing my account $45/month

    5) In preparing my taxes, I finally noticed that they had resumed billing me and collected $180 from November through February 2017.

    6) We have spent HOURS on the phone trying to get this resolved. Their phone system does not put you through to customer support, only to SALES. You have to request to be transferred. Every HOLD period has been over 20 minutes, even with promised wait times of 2-5 minutes. We have hung up and called multiple times over multiple days

    Today I had my admin assistant contact them. These are her messages to me:

    “So THIS department won’t talk to me because I don’t have permission. 4th phone call with them and now they won’t talk to me. If you have a minute could you call 800-290-0709, request customer service, give your permission to me. And maybe, someone will bend their policy and 3 way us. If I keep saying 3 way, I won’t get so frustrated…”

    “I lost it on the last person, saying wait times are too long, you people need to hire more employees”

    “I demanded someone higher than her. She wouldn’t find anyone. I ranted some more. Then asked for a manager again. She sent me to customer service. He has sent me to a supervisor that supposedly would be a 2 – 5 minute wait. I has to have been 15 minutes again so far.”

    This is a TYPICAL service provider today – hoping that all of its customers will just self-service and grossly understaffing (and probably underpaying) their customer support department. And of course providing no way to cancel service via self-service, which probably gives them a big revenue boost from customers who just acquiesce or give up out of frustration and fail to cancel or get reimbursed for their overcharging.

    In short, I recommend that you do NOT do business with this type of money-grabbing organization. They will get what they can out of you and NOT provide you with good service if and when you need it.

    The final word from my admin assistant today – 6 hours after we began:

    “I have someone finally helping me. I think.
    I was wrong.
    He said he would cancel. I said great! He canceled. I said now we want money back. He said he couldn’t do that. Un-canceled you. Is sending you an email that he said would most likely go to spam, with the docu-sign agreement, in the next 24-48 hours. I said can you send me to your cancelation department? Nope, have to docu-sign first. I asked if his company was aware of all the bad reviews online about Monitronics, he said “everyone here is well aware.””

    Read More
  14. User Score
    10
    February 26th, 2017 Colorado Springs, CO
    0 people found this review helpful!
    Nothing but excellent service and great monitoring rates from them for over 7 years.
    Read More
  15. User Score
    1
    February 25th, 2017 Las Vegas, NV
    2 people found this review helpful!
    Horrible company. Didn’t even install glass break yet charged me. 2 years later I find out. Credit? Nope. Also they glued the sensor to my door jam and can’t remove it without ruining my door jam. Got a security door n now they refuse to remove old sensor or fix my door jam. They also said they’d come out to replace the sensor free and then charged me. 5 year contract too. Can’t wait to rid this company. Bewars
    Read More
  16. 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
  17. User Score
    0
    February 23rd, 2017 Windsor, CA
    1 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
  18. User Score
    2
    February 23rd, 2017
    1 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
  19. User Score
    10
    February 23rd, 2017
    1 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
  20. 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

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Our Score
7.6
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 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
427
Our Score
9.0
User Score
8.5
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
1,852