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#23
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Monitronics

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.0
User Score
1.1

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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

NR

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
354

This Review is maintained by Isaac Ericksen

Review Last Updated: August 16, 2016

Expert Review Video Tutorial Equipment Review Consumer Reviews


Monitronics has been providing home security solutions since 1994 and currently has more than 1 million customers. Their operators are CSAA-certified which requires more than 96 hours of classroom training and 8 weeks of hands-on monitoring. Monitronics uses top-of-the-line equipment and has a wide variety of equipment for their customers to choose from, all of which have 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
User Rating
Monthly Price
Upfront Costs
Review

#1

8.7
$19.99
$0

#2

8.3
$34.99
$99.95

#3

4.3
$34.99
$0

#23
monitronics-130x130

1.1
$34.95
$99 - $149

The Good

  • Many Equipment Options
  • False Alarm Protection
  • Flexible Moving Options
Many Equipment options

Not only does Monitronics offer the best equipment for home security but also for home automation. One thing we really like about Monitronics is that they have a lot of different equipment to choose from. From touch screen keypads to medical pendants, customers will be able to find any type of sensor or security device that they are looking for. 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 video for no extra cost. 

For a complete review on their equipment and packages, see the ‘Equipment Review” tab above.  

False Alarm Protection

Monitronics 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.

Flexible Moving Options

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. Customers also have the option to transfer their system and contract to the incoming homeowner or pay off the remaining balance.

The Bad

  • Higher Monthly Rates and Activation Fees
  • Possible Rate Increases
  • Lengthy Contracts
  • Poor Customer Service
Higher Monthly Rates and Activation Fees

Monitronics’ monthly monitoring rates are more expensive than top rated companies that charge almost half of what Monitronics charges and while the company 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. Also, their advertised monthly rates are based on a 36-60 month monitoring agreement and could increase after 12 months. 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.

Lengthy Contracts

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.

Poor Customer Service

Many 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.

Video Tutorial

 

 

Equipment Review

 

Basic

HomeTouch Security

HomeTouch Premier

  • $34.95 per month with 36-60 month contract
  • Monthly rate may increase after the first 12 months.
  • $99 activation fee
  • 1 Color touch-screen keypad
  • 3 door/window sensors
  • 1 keychain remote
  • yard sign & window decals
  • $44.95 per month with 36-60 month contract
  • Monthly rate may increase after the first 12 months.
  • $99 activation fee
  • 1 Color touch-screen keypad
  • 3 door/window sensors
  • 1 keychain remote
  • yard sign & window decals

  • Home Automation (HomeTouch) Features

  • Remote Arm/Disarm
  • Local Weather Alerts
  • Email & Text Alert Notifications
  • $54.95 per month with 36-60 month contract
  • Monthly rate may increase after the first 12 months.
  • $99 activation fee
  • 1 Color touch-screen keypad
  • 3 door/window sensors
  • 1 keychain remote
  • yard sign & window decals
  • 1 Indoor Video Camera

  • Home Automation (HomeTouch) Features

  • Remote Arm/Disarm
  • Local Weather Alerts
  • Email & Text Alert Notifications
  • Two-Way Voice
  • Remote Live & Recorded Video

  • Additional Equipment Must Be Purchased To Use the Following Features:

  • Remote Lighting Control
  • Remote Appliance Control
  • Remote Garage Control
  • Remote Thermostat Control
  • Remote Lock Control

 

 

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 two more expensive packages and all packages come with limited false alarm and theft protection as well as free moving if needed. However, Monitronics has high activation fees, higher than average monthly rates that can increase after 12 months, and lengthy 3-5 year service agreements. Its lengthy contracts, hidden fees, and misleading and confusing terms of service have caused frustration among many customers. Read our customers’ reviews below. We encourage you to view our top rated companies before making a final decision.

View Top Rated Companies.

 

 

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354 Monitronics Reviews

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  1. User Score
    0
    August 20th, 2016 Albany, OR
    1 people found this review helpful!
    HORRIBLE!! I have cameras that only work sometimes. $300 initial cost, more monthly cost, they won’t fix them or take them back, 5 year contract that they have NO proof of, $2500 early termination fee with no proof, wanted to charge me for a tech to come out to fix them when they never worked from the start, so FRUSTRATED!! HOURS on the phone with them with no resolution. Time for a lawyer… How they have avoided a Class Action lawsuit is beyond me!
    Read More
  2. User Score
    0
    August 18th, 2016 Omaha, NE
    2 people found this review helpful!
    This company is absolutely horrific .. They refuse to cancel my service and are illegally charging me .. They need to be shut down!
    Read More
  3. User Score
    6
    August 13th, 2016 Manassas, VA
    1 people found this review helpful!
    Got the email from BestCompany.com and Monitronics was not listed in the initial listing. I have had Monitronics since about 2008. My current payment is $44.95 monthly.

    At least they did upgrade my system with a better system.

    Read More
  4. User Score
    0
    August 11th, 2016 Longview, WA
    1 people found this review helpful!
    Monotronics is a large corporate monster that could not care less about you .They do not back what they install . They also have the worst customer service i have seen in my 55 years.
    Never choose this company.
    Read More
  5. User Score
    2
    August 8th, 2016 Raritan, NJ
    1 people found this review helpful!
    I have had monitronics for about 4 years and I decided to upgrade my system adding two cameras outside. At first cameras worked fine. Last year (2015) both cameras failed to connect to WiFi. I called customer service and they referred me to technical support. They walked me through the steps and cameras still didn’t connect to WiFi. Customer service said the could send out a technical support to my house and fix the cameras. I asked how much and they said $50.00 because the cameras are not covered under warranty. Cameras went off line in August 2016 and again I had to pay $25.00 for a technical person to come out a fix the cameras. One week later I had change my password of my router. So, guess what cameras won’t connect and now I have to pay again. I believe I should not have to pay to get my cameras working, Be warned when buying equipment from them, make sure the equipment you buy has a warranty. I’m not satisfied with this company. Can’t wait until my contract is up.
    Read More
  6. User Score
    10
    August 6th, 2016 Carrollton, TX
    1 people found this review helpful!
    I LOVE Monitronics! I have a smart system (Home Touch) and absolutely LOVE being able to check if I closed the garage door, from anywhere! Last year I checked into my hotel in London, turned on wifi as my texts were blowing up…my back door blew open and set off the alarm. I went to my live camera feed and saw the police walking through my house.
    It was very comforting to actually see nothing had been disturbed in my home.
    Monitronics alerted my emergency contact, since I didn’t answer, who was able to do a better job latching my back door until I got back home!
    The monthly fee is worth every penny!
    Read More
  7. User Score
    6
    August 3rd, 2016 Aiken, SC
    1 people found this review helpful!
    No customer service did not provide services that I had after I paid for them and still didn’t install glass break when they said they did very very poor customer service insulations cancellation department was very rude and nosy on why I wanted to cancel.
    They said they installed a glass break and they never did and they also told me the motion would work and never did. They didn’t offer me a key fob or a medical pendant. Long story short I was so unhappy I paid off a cancelation fee of $1,000 to leave them and I switch to Vivint Smart Homes and am much more satisfied!!
    Read More
  8. User Score
    0
    August 2nd, 2016 Lake Worth, FL
    2 people found this review helpful!
    Montronics is a pain where it hurts. I have been a customer since 2011. Know my three year contract ended August 1, 2016. On July 13th, I called to get an upgrade to my service and had the pleasure to speak to a supervisor by the name of Gus. I explained that time is of the essence; and made it clear that the work had to be done by Monday, July 25th. Had a hard time getting in touch ever since. Finally on July 22, spoke to him and he stated that a technician by the name of Andrew will call me either Friday, July 22th or Saturday, July 23rd, to set up a time for Monday. Monday evening at 5:00 pm, a young lady call to set up date and time, after explaining the above mentioned I was transferred to another supervisor, who promised to call me early Tuesday morning to tell if it was going to get done or not. They called at 6:00pm while I was flying, asking to call to set up date and time. I called today to verbally cancel the service, but can only do it through Mr Gus. They promise he will call back, probably in another day or two. At this time if they do or not I don’t care. I sent then a termination of service letter on Thursday July 28th, 2016, followed by an email. They breach the terms and I will not pay for another term and if we have to take it to court them we will go.
    Read More
  9. User Score
    5
    August 2nd, 2016 Scottsdale, AZ
    3 people found this review helpful!
    Three days ago my monitoring system Guardian was changed to Monitronics and there was no notification of the change. When I called today I was informed that they didn’t have time but it was in the contract that the company could be bought out. It’s bad business practice to buy out a company and not notify the customers of the change.
    Read More
  10. User Score
    1
    July 29th, 2016 Florence, OR
    3 people found this review helpful!
    Tried to cancel “subscription” – IMPOSSIBLE! There is no written contract, yet they say we have a 32 month contract with them. Phone customer service, after one call asking for written contract copy, we’ve been blocked by them.
    They did send a flyer with advertising, and a form where you can cancel, but they want $472.50 as a cancellation fee! Where they got this fee is not known. There of course, was no contract information.
    When I Google them, there are many entries about them, with glowing recommendations. Do not sign up with this company. They are scammers.
    Read More
  11. User Score
    2
    July 25th, 2016 Carrollton, GA
    4 people found this review helpful!
    I have had service with this company since 2012, I never thought having an alarm system would be such a nightmare! Since 2012 they have sent my account/billing to three different companies to do billing and even monitoring. I have had the worst problems ever, they have taken money out of my account and I had to fight with them to get me the money back. Today I receive a letter from them stating they have sent my account over to Alliance Security which I have dealt with in the past as well and they are hard to deal with. I just can not for the life of me figure out who to speak with about getting this system taken out!!!?? I would not EVER sign another contract with these people. Next time I will be going with a name I know.
    Read More
  12. User Score
    10
    July 23rd, 2016 Virginia Beach, VA
    1 people found this review helpful!
    I LOVE Monitronics, not only have I always gotten a less then 4 minute response from law enforcement to false alarms (sorry about that) but it let me know that the service is real, sufficient and promised for fast delivery when it came to security not only for myself but for my family.
    Read More
  13. User Score
    0
    July 22nd, 2016 Sterling, VA
    4 people found this review helpful!
    Worst service ever for a Consumer services….harassment phone call about a service not provided. Business need to end.. The cancellation process is the worse…no email to reach out to… Stay away from the Montronic Security.
    Read More
  14. User Score
    0
    July 22nd, 2016 Greenville, SC
    5 people found this review helpful!
    I had my system for approximately 1 year. I had a five year contract. My system stopped working. The rep told me that the phone company had done something to my system when I had to have a service call because my phone was not working. Now I would have to have a cell system instead which would cost about $340 to install. I informed them that I did not have an extra 340 to spend because I am retired. They agreed to extend my contract for 16 months and I would only have to pay $99 which turned out to be around $140. When I checked my bank statement they had taken out the full $340. This was after I had called and warned them (after receiving a letter about the $340). I told them that this was not the agreement. They promised that only the $140 would be taken out. This caused me to have several overdrafts. I called and they promised to pay them, but I have to send them a copy of my bank statement which I don’t feel comfortable doing. I guess I will edit out all except the charges. This has been a real PAIN! i will never use them again!
    Read More
  15. User Score
    0
    July 21st, 2016 Franklin, TX
    5 people found this review helpful!
    Fourteen months after my husband signed a contract with Monitronics (at that time it was Devcon) he suddenly had a major heart attack and did not survive…I had no information of the codes because he was retired and took care of these things while I worked…I could not find them either…that was in 2013…I have been in battle with these people ever since then…the service has not been active since 2013 but I have been paying this ripoff monthly fee ever since…I have encountered only two people that have been nice but could not do anything to help me…I would never recommend this company…rude, threatening, along with other things I could say!
    Read More
  16. User Score
    0
    July 20th, 2016 Modesto, CA
    5 people found this review helpful!
    My parents have had Monitronics for 11 years, I have been paying for their services, don’t remember the last time we tested the system, but it was done today, and was not working, they wanted to charge $125 for the service call, and another $125 to replace the panel if necessary. Not happy with their customer service, not a pleasant experience at all. Looking to switch right now.
    Read More
  17. User Score
    0
    July 16th, 2016 Albuquerque, NM
    4 people found this review helpful!
    Two parts of system, garage opener controls and light appliance controls failed at about 8 months. Have had 6 visits from 6 different technicians trying to solve garage problem. Experience has been a frustrating one of miscommunication between Monitronics, local supplier office personnel and technicians. After 2 1/2 months garage problem finally solved. Local technicians diagnosed lighting control as defective part. Monitronics refuses to replace part until I pay for an electrician to check the circuit. Local vendor has no licensed high voltage technicians. Circuit worked fine for 8 months and nothing has been touched. Their supplied part has failed, but they don’t want to pay for diagnosis and replacement. Absolutely the worst customer service attitude I have experienced in my 69 years on this earth!
    Read More
  18. User Score
    0
    July 16th, 2016 San Francisco, CA
    5 people found this review helpful!
    I had Monitronics for several years.I used them for home security and Business security.
    I must say their customer service is absolutely horrible.
    I moved from the east coast to the west coast.
    I contacted Monitronics to cancel, send them a letter with cancellation notice and paid the remaining balance. I made a point to check with them that all was taken care and the service was terminated, informed them of my new address and contact information in case of additional paperwork needed.
    6 months go by and i get contacted by a collection attorney firm saying that i would be reported to the credit bureau if i did not paid a now very late $40 balance. I was never contacted by monitronics notifying me of this in the 6 months period.
    In addtion their cancellation process was a nightmare, very long,detailed and their customer service was not helpful at all with the whole process.
    After many years of patronage i was expecting a better treatment.
    I truly hope you choose not to deal with this company. They are just out to get your money and their service is poor and their customer service is a nightmare.
    move on and look somewhere else for security service, you will be glad you did!
    Read More
  19. User Score
    0
    July 12th, 2016 Portland, OR
    3 people found this review helpful!
    I called them to report an error code on the panel (communication error). They confirmed that the system was not able to communicate with the monitoring service!! As this makes the system worthless, I asked when they could fix it. They had me call a third party and schedule an appointment. They could not fit me in for over two weeks! I called monitronics back and they said there was nothing they could do. I called another vendor and had a new system installed and running in two days. When I called monitronics back to cancel my service, they said they could get someone out there the next day. I said that was good as they could pick up their equipment. Then they told me that I would need to give them 30 days notice to cancel my service. Considering they were not monitoring anything, I thought that was a bit much.
    Read More
  20. User Score
    0
    July 11th, 2016 Duluth, MN
    3 people found this review helpful!
    My experience with this company was terrible! Promises were made during sales that were not kept. They installed the equipment, and it stopped working a day later. When we requested it be repaired they said they couldn’t provide service for three weeks – meaning the system would not work during that time. The service provider arrived six hours late. Frustrated, we canceled. They then tried to harass us claiming we were under contract for two years. We insisted. They then tried to charge us for the service calls. From start to finish they seemed to be about bullying people into accepting poor quality service. Frankly, I’m a bit shocked this ratings company rates them so high given the large number of consumers who rate them poorly!
    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

NR

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
354
Our Score
9.4
User Score
8.7
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
1,209