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#15
Moni 130x130 2

MONI Smart Security

Flexible home security and automation packages

Our Score
7.6
User Score
1.3

Or By Phone:  1-(877) 407-9188

Our Score
7.6
User Score
1.3
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95-$54.95

Up-Front Costs

Activation, Install & Equipment
$99-$149

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Pay 80%

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
577

This Review is maintained by Chase Sagum

Review Last Updated: April 24, 2017

Founded in 1994, Monitronics has provided home security solutions to over 1 million customers. Monitronics has recently rebranded themselves as a smart home security company with the name “Moni”. The company uses high quality, warrantied equipment and offers several plans for customers to choose from. Additionally, Moni Smart Security operators are CSAA-certified (an accreditation that requires more than 96 hours of classroom training and 8 weeks of hands-on monitoring), so customers can be confident that they are in good hands. Recently, Monitronics also received the J.D. Power Award.

While its features and equipment are comparable to other high-rated home security companies, hidden fees and contract terms ultimately prevent Moni Smart Security from being a top dog in the industry.

The Good

  • Multiple equipment packages
  • Low upfront costs
  • False alarm protection
  • Flexible moving options
Multiple Equipment Packages

Moni Smart Security offers great equipment for both home security and home automation. There are three equipment plans for customers to choose from: Basic, HomeTouch, and HomeTouch Premier. Each of the three plans include basic system components, while the two higher plans provide extra features such as video cameras, remote system control, and text alerts. With multiple plans available to them, customers have the ability to find an option that best meets their home security needs and budget.

Low Upfront Costs

Moni Smart Security will provide its customers with free equipment and installation (minus a few exceptions), keeping upfront costs low and affordable. However, there are some fees to be aware of—more on those below.

False Alarm Protection

False alarms aren’t incredibly common, but they do happen. Moni Smart Security offers a number of protection features to help customers in the event of a false alarm. For example, the company will cover up to two false alarms each year. Additionally, Moni Smart Security will reimburse customers up to $50 for each false alarm. Few home security companies offer any type of false alarm protection, making Moni Smart Security unique in this regard.

Flexible Moving Options

Moni Smart Security offers free moving services to customers who have had a security system for at least a year and are up to date on their monthly payments. This offer comes with the option to extend the terms of the contract at the current rate for up to 24 months. If the customer is not interested in moving the system to their new home, Moni Smart Security will allow them to transfer the contract to their homebuyer or pay off the remaining balance.

The Bad

  • Lengthy contracts
  • High monthly rates and activation fees
  • Possible rate increases
Lengthy Contracts

All Moni Smart Security plans require that customers sign into a binding three to five-year contract. While three years is the average contract length in the home security industry, there are some companies that offer a shorter contract length or do not require customers to sign into an annual contract at all.

Higher Monthly Rates and Activation Fees

Although Moni Smart Security offers free equipment and installations, the company’s monthly monitoring rates are quite a bit higher than those of other top-rated security system providers. For example, Moni Smart Security monitoring prices start at $34.95 per month and only go up from there. In addition to steep monthly rates, the company also charges a sizable activation fee, which, depending on the package, can put customers back up to $149.

Possible Rate Increases

The monthly rates advertised by Moni Smart Security are based on a 36 to 60-month monitoring agreement. However, actual rates could increase after 12 months, leaving customers locked into a contract and paying a higher rate than they were expecting.

The Bottom Line

Moni Smart Security has over two decades of experience in the home security industry. The company offers multiple equipment packages, flexible moving options, and false alarm protection. Moni Smart Security advertises free equipment and installations, but charges steep activation fees and requires its customers to sign into lengthy contracts with high monthly monitoring rates. Consumers who are considering Moni Smart Security should also be aware that the company reserves the right to increase rates after the first 12 months.

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

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.2
$19.99-$42.99
$0

#2

7.5
$34.99
$99

#3

5.7
$34.95-49.95
$99

#15
Moni 130x130 2

1.3
$34.95-$54.95
$99-$149

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577 MONI Smart Security Reviews

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  1. User Score
    1
    November 21st, 2017 Trussville, AL
    0 people found this review helpful!
    Warning!!! If you ever plan to cancel your service you have to complete an electronic cancellation form. After you submit the form, it takes 30 additional days before your account is actually cancelled.

    During that time, they are still going to charge you for the service even though it shows your account is NOT active and has been cancelled. I think this is wrong and a way for them to get more money. It is not fair that they take an additional 30 days to cancel your contract after its cancelled. Please be aware of this when you cancel your contract.

    Read More
  2. User Score
    1
    November 21st, 2017 Madison, AL
    0 people found this review helpful!
    A salesman approached my dad to install this security system. My dad agreed. Unfortunately, my dad has dementia. When the bill came through his bank account on the first month, I called the company (since I have power of attorney) to talk with them. The representative said there was nothing I could do because my dad wanted the system. I explained the health concern and that I had power of attorney. The representative said he would call and speak to my dad and call me back. I live out of town from my dad but said okay. The representative did not call me back so I called the company again. I was again told, there was nothing they could do. I asked them to lower the cost – nope, your dad wants this system. The family decided not to pursue anything since we thought maybe this would help keep him from wondering. Nope on that account too. He actually wondered into a highway during the middle of the night and walked for almost a mile.

    I decided to call again in February to try again. This time I spoke with an extremely nice representative who actually understood our situation and told me all I needed to do was send my power of attorney and a letter stating my dad’s condition which I did. I then received a letter saying that the cancellation was incomplete. I called the company again and explained everything. They could cancel the account but still expected my dad to pay over $1000 to close out the account. No understanding of family situations at all.

    My suggestion is that if a seller shows up at your door for this company, quickly close the door. Too much money for nothing. Some representatives are not friendly or helpful.

    Read More
  3. User Score
    0
    November 20th, 2017
    0 people found this review helpful!
    This company has been a nightmare! They are hands down the MOST expensive service in town and their equipment failed after 2 years. They sent a tech to my house and he said the only way to fix the issues were to sign another 5 year contract and get all new equipment. I stuck it out and paid my 5 years worth of service to honor the contract. When it comes down to cancel, their cancellation department only works bankers hours. And their have 20 minute hold times. I FINALLY got someone on the phone and they said they could not accept my cancellation over the phone. I escalated it to a supervisor and they assured me the service would be canceled last week. And 8 days later the service is still up and I have been on hold again for 20 minutes.
    Read More
  4. User Score
    0
    November 17th, 2017 Foresthill, CA
    0 people found this review helpful!
    I cancelled my service in Oct 26th, 2017, They charged me again, Nov 14, 2017 for service in December, which I am not using, and have not used since June 2016. I payed till my contract was over. I called, cancelled, and found that they never received my hand written letter that was mailed on Oct 26th, 2017. Then they said they sent an email on Oct 26th, with a docusign, which I checked today, both spam and general email box, no such email was ever sent. Now, after I called, spoke to a supervisor, I am still not cancelled. He said he call the county and city which I reside in to cancell our service, which was never connected, etc etc etc. We moved in June of 2016 to a new location, did not take our equipment, left it with the new homeowner, and cancelled service to that location. They told me on the phone I had service to the old address, yet, I had given them the new one the same day we moved. This is all very unprofessional. My contract is over. I cancelled, and that should be it.
    Read More
  5. User Score
    0
    November 16th, 2017
    2 people found this review helpful!
    Locked my 80 year old mom into an 8 year contract with door to door solicitation. After 5 years of service she goes to assisted living and we send documentation they ask for to cancel, and after 3 months and untold time on the phone they cancel and refund one month, then send a bill and restart service without authorization on a bank draft this month. Terrible service and they are liars. Do business at your own risk. CROOKS!
    Read More
  6. User Score
    0
    November 15th, 2017
    1 people found this review helpful!
    Have had this security company for years and I go to cancel service, was transferred three times over 30 minutes wait time. Only to find out you have to give a 30 day notice of cancellation even if you don’t have a contract with them. So they continue changing you. This company has never been very good and I should have cancelled years ago! Use another company if you’re smart.
    Read More
  7. User Score
    0
    November 13th, 2017 Saint Cloud, FL
    0 people found this review helpful!
    Tried to cancel my service contract but wasn’t wise enough for their crafty unethical telemarketing service people and “supervisors” that answer the phone. Wasn’t aware that while requesting termination they were misdirecting me into thinking I was canceling simultaneously, but in fact they used some little email scam to continue my service in a home I no longer owned. Totally unethical and unprofessional. This is what security companies have vine to? These are the people you want to trust with your family and home security? Run far away from Moni. Buy a dog.
    Read More
  8. User Score
    0
    November 10th, 2017 Austin, TX
    2 people found this review helpful!
    Moni will rope you in and explain minimal terms to you and then say they have a 60 month contract.

    Customer Service – always a long wait and the agents could care less to fix any disagreements or issues.

    Read More
  9. User Score
    0
    November 9th, 2017
    0 people found this review helpful!
    Terrible service and customer relations. Billed for services not received. Please do your research so that you will not be taken advantage of by this company.
    Read More
  10. User Score
    8
    November 7th, 2017 Alpine, UT
    0 people found this review helpful!
    Have not had any problems so far, and I hope it continues this way. I feel safe with this company.
    Read More
  11. User Score
    10
    November 7th, 2017 Alpine, UT
    0 people found this review helpful!
    constant surveillance and notification when and if any problems arise.
    Read More
  12. User Score
    8
    November 7th, 2017 Alpine, UT
    0 people found this review helpful!
    I’M ALWAYS INFORMED. and payments are reasonable
    Read More
  13. User Score
    10
    November 7th, 2017 Alpine, UT
    0 people found this review helpful!
    My young daughter couldn’t remember the code to shut the alarm down. The company representative managed to calm her down. She said the rep was very nice. And I received a notification soon after and was able to resolve the issue.
    Read More
  14. User Score
    0
    November 6th, 2017 New York, NY
    2 people found this review helpful!
    Expensive bill. I am trying to cancel and they said they emailed me a cancellation email, but it’s not found. I’m stuck with the bill until they decide to send me the required cancellation document. Extremely frustrating.
    Read More
  15. User Score
    2
    November 5th, 2017
    1 people found this review helpful!
    My experience with Moni Company, services, and products has been a nightmare from just about day one. The product did not work properly for several months once we received it. The company did not help with the system in the beginning and kept telling me it needed batteries. This was not the case. They needed to come out and fix the sensors and equipment. Finally after many phone calls and months they came out and of course it was NOT the batteries. Then the system had several false alarms and they would send out security to check the property AFTER I instructed them not to because it is false. Then they wanted to charge me for the security. I was under contract and could not get out of these services. My equipment never worked properly. NOW I have moved out of state and have requested for 2 months to close my account. That has not happened yet!! They are still charging me. I would NEVER sign up with this company again!!!
    Read More
  16. User Score
    5
    November 3rd, 2017 Panama City, FL
    0 people found this review helpful!
    Their employees are great the problem I have is that they are too high. $387.50 for a year is high. They claim they are competitive with other companies. You must have a three year contract with them. As I said before their customer service is outstanding but when my contract is up I must go.
    Read More
  17. User Score
    5
    November 2nd, 2017 Alpine, UT
    0 people found this review helpful!
    We got it as a recommendation from my son in law. My first contact with Moni was with the sales person. They were extremely patient and helpful and made recommendations. They gave me a good price and, as a senior citizen, that was important to me. Customer service has been extremely helpful when I called them. I accidentally set off the alarm myself when I opened the door, and they were perfect. They were very cordial and helped me through it. The system itself is very easy to use and very intuitive.
    Read More
  18. User Score
    4
    November 2nd, 2017 Alpine, UT
    0 people found this review helpful!
    It was included with the house that we bought, so we decided to give it a try. At the beginning it wasn’t that great, but they’ve been getting better. I don’t think the system is the latest and greatest but it works, I just wish there was something more modern. I do like their response times from the fireman and such. We had an incident with smoke detected in the house and the firemen came quickly.
    Read More
  19. User Score
    4
    November 2nd, 2017 Alpine, UT
    0 people found this review helpful!
    It was confusing, I almost got it by accident. They came by the house and I thought I was doing just an upgrade but they turned out to be a completely different company. I mean, it’s as good as the other equipment I had, I think it’s extraordinary. Customer service has been very pleasant when they come, they’ve changed the batteries and other things and they charge me nothing. They’re just doing their job.
    Read More
  20. User Score
    0
    November 2nd, 2017
    2 people found this review helpful!
    I have had no problem with the service. Problem came when I tried to cancel. Called in Sept. and told them we no longer wanted the service. told me they needed a 30 day cancellation notice. Told them to consider this phone call as notice, they said fine but I would have to pay October bill which I did. they said they would e-mail me a link to formally cancel it online. NEVER SENT AN E-MAIL! Here it is November and they charged my account again. They are going to met me half way and return this month’s payment and send me the link again(We’ll see). If I don’t reply to email they will charge me again next month.
    In conclusion, I WILL NEVER RECOMMEND THEM AGAIN!!!!
    Read More

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Our Score
7.6
User Score
1.3
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95-$54.95

Up-Front Costs

Activation, Install & Equipment
$99-$149

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Pay 80%

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
577
Our Score
9.0
User Score
8.2
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
2,057