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#28
Moni 130x130 2

MONI Smart Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.0
User Score
1.1

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Our Score
6.0
User Score
1.1
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
6/10

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Pay Balance

Time in Business

Total # of years
22

-

Customer Support

Good, Bad, Limited
Limited

SDM Rank

Top 100 Company Rank
4

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
381

This Review is maintained by Isaac Ericksen

Review Last Updated: November 29, 2016

Expert Review FAQs Video Tutorial Equipment Review Consumer Reviews


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.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.3
$44.99
$99-499

#2

8.6
$43.49
$35

#3

7.2
$14.99
$229.96

#28
Moni 130x130 2

1.1
$34.95
$99

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.

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

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.

FAQs

All questions and answers in this FAQ section have been taken directly from the Moni Smart Security website. For any additional questions, we recommend visiting the company’s site or calling Moni Smart Security directly.

Can you put my account on hold while I’m moving?

Moni Smart Security is unable to hold or place your account on hold due to UL® requirements. However, if you are moving your service to a new location, a downtime credit may be applied to your account.

I’m moving soon. What happens to my alarm monitoring service?

Moni Smart Security has a flexible move program to fit our customers’ needs. Find the option that works best for you:

  1. Transfer your service to your new home by taking advantage of Moni Smart Security’s Free Move Program.
  2. Arrange for the incoming homeowner to take over your current system and contract.
  3. Transfer your contract to someone else.
  4. Pay off the remaining balance.

How do I move my monitoring service?

Moni Smart Security sets up moving customers with a new security system, including undisturbed monitoring service, for free. Our move program includes free equipment, free installation, free activation and free extended service. Your monthly rate will remain the same unless you choose to add additional services.
Contact Moni Smart Security and speak with a Move Specialist (press option 2, and then option 4). They can assist you with transferring your monitoring service to your new location. Simply provide us with your new address, new phone number, and other contact information to begin a service transfer.

 

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Equipment Review

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381 MONI Smart Security Reviews

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  1. User Score
    0
    November 30th, 2016 Knoxville, TN
    0 people found this review helpful!
    Montronics took over for USA Security. Moni never installed any products in my home and could never get the system to work correctly (they blamed the phone company). The phone company stated that the panel for the system was not working to begin with. I even called Montronics and asked them to check the system. This was after months of nonservice. They agreed, it wasn’t working. But for $300 plus dollars and a new two year contract, they would install a new system ( I told them they had not even put the first one in). They also informed me that the service fee would now be over $45.00 a month. I told them I did not want a new system and could not afford that much…I’m a senior citizen and on a fixed income. My monthly fee was being automatically deducted from my bank and had been being paying for over two years for nothing. I went to the bank and cancelled…Moni has informed me that they have turned my account over to a collection agency, but if I paid over $300 they would clear my account. I don’t have $300 plus dollars for anything, let alone service that I never received. I had already been paying for non-service for over 2 two years. DO NOT deal with this company..I guess I will have to take a hit on my credit for something I never received from a bunch of crooks!
    BEWARE….read the fine print about company sell outs and take-overs. I was sold out to a low-life, money bleeding company.
    Read More
  2. User Score
    0
    November 28th, 2016 Plant City, FL
    0 people found this review helpful!
    We have written 2 letters and called once and they are still sending us bills. Why can’t they understand when the service has been cancelled for more than 3 months.
    Read More
  3. User Score
    1
    November 28th, 2016 Albuquerque, NM
    0 people found this review helpful!
    Bought our system from local company alpha alarm for as they said two year 24 month contact. In small print said 5 year contract and even Monitronics even agreed it was two years…worong when we decided to cancel 2 years later we were both surprised it was 5 years. Also we should have backed out when they did not know how to install cameras on our house they could not get signal with gear they used. Systems works except for camera and we still stuck with it till time is up. Another thing is their Customer service is hostile with any cacelation call so I am not looking forward to that day. Do yourself a favor and do not except any contact from this company.
    Read More
  4. User Score
    0
    November 17th, 2016 Wetumpka, AL
    2 people found this review helpful!
    I agree with every negative review posted about Monitronics. I warn each of you that eventually the Monitronic system provided by this company will not work. They won’t fix it. Technicians will come to your house & hem & haw & make excuses, but eventually you’ll give up. So prepare yourself for a high priced security system that won’t work for the 3-5 year contract period. Then, when the 3-5 year contract period is up & you make the call to cancel so the money drain will cease, Monitronics makes it impossible to cancel. I kid you not, nothing is more difficult than trying to cancel this service. You have to call, give secret squirrel passwords, wait on an email from them & then respond to the email with more secret squirrel passwords …but if you don’t meet their 7 day email response time, you have to start the process all over. Then they have 30-60 days to bill you after you’ve climbed their Mt. Everest of a cancellation process.

    So, my short advice, run run run from this company.

    Read More
  5. User Score
    1
    November 10th, 2016 Houston, TX
    0 people found this review helpful!
    Do not use this company. Rude installers, poor hardware.
    They badgered me into “upgrading ” rude installer came to put new unit in first off box was smaller so all the holes in wall were left and not even filled in by them. Second I was on my way on vacation, was 80 miles from home the new box started going off, the phone calls started coming in and I had to turn around go home the installer had not installed ot correctly. After the problem was fixed the calls kept coming in, signal off, all kinds of issues. It was constantly disrupting the signal…phone calls constantly.
    Rude people, wont let me cut off service without writing them a letter etc…..STAY AWAY FROM THIS COMPANY
    Read More
  6. User Score
    10
    October 28th, 2016 Ridley Park, PA
    0 people found this review helpful!
    I love Monitronics! MyMoni security was purchased several years ago under the Monitronics name. We have the movement protectors, audible alarm and the alarm that goes to the local police.

    I love the fact that I can alarm my security on the run with my phone or iPad. I get a reminder to alarm if I haven’t. I can alarm it at night so we can sleep feeling secure.

    I know that the agents are working to keep us safe because at times my husband forgets to disable the alarm and opens a door. Moni calls us immediately, asks us the security word and we know they are watching for us.

    Read More
  7. User Score
    0
    October 23rd, 2016
    2 people found this review helpful!
    This company is horrible. They overlay their equipment on one’s previously installed equipment from another company. Nothing works since the Moni Security system is incompatible. We have had no protection since 2013. Now they won’t let us out of our contact until 2018. This company needs to be investigated for fraud. Save your life and choose another company. Spending over $4000 as we have done with them is a crime!
    Read More
  8. User Score
    0
    October 16th, 2016
    4 people found this review helpful!
    My wife signed up with this just over 3 years ago. She signed a 3 year contract at $50.00 a month and we moved in the middle of the service contract. When we moved the company wanted to charge us to “activate” the service at our new address and also to charge us to relocate and reinstall the system in the new home. Instead we chose to simply pay the monthly charges incurred by the contract, since they wanted the entire balance of the contract to cancel early. The contract ended as of September 5th, 2016 They were notified Two months in advance, three different times in writing ans 3 times orally that we were cancelling the contract effective the contract end date, however here in front of me at this time is a bill for the October service, plus late fee (because even after being informed AGAIN in September hat the account needs to be cancelled, they still refuse to do so. I guess my only remaining action left is to call channel 2 news, Clark Howard and to file suit in small claims court against this company for their business practices. Please NEVER, EVER USE THIS COMPANY.
    Read More
  9. User Score
    0
    October 16th, 2016 Mesa, AZ
    3 people found this review helpful!
    I updated all my information online in February and it takes up to 2 days to process. Apparently it didn’t take and I had no idea. We had a false alarm in September and are now getting fined by the city. We never heard from Monitronics once because the information didn’t take. All I got from the customer service rep is that it wasn’t their problem. I asked to be connected to someone else after repeating myself 7 times and he just continued talking and wouldn’t transfer me. We have been with Monitronics for almost 8 years now and will be leaving as soon as we find another company to go with. This was the last straw.
    Read More
  10. User Score
    0
    October 11th, 2016 Montgomery, AL
    5 people found this review helpful!
    I received a 2nd notice that my cancel request was denied. I honored the 5-yr contract with Protection Source/Guardian Protection. My initial contract with Guardian protection ended Feb 2016. I have tried several times this year to cancel service but to no avail. The service is not needed or wanted. A new contract was never authorized. I have stated this several times to customer service reps. I don’t know how many times I need to state this to end this horrible harassment. Do sign a contract with this company!
    Read More
  11. User Score
    0
    October 7th, 2016 Saint Louis, MO
    6 people found this review helpful!
    Worst contract i have ever been a part of, 5 years with the most basic security at 50 a month! Customer service completely useless. Canceling process is a nightmare! Chose a more reliable company then this to keep your home and family safe.
    Read More
  12. User Score
    9
    October 5th, 2016 Denver, CO
    3 people found this review helpful!
    I have a child with Down Syndrome who is non-verbal. I called Monitronics and asked how I could best handle this situation if I were unable to call for help. They set us up with the panic alarms that if any of the three (police, fire, medical) buttons is pushed, that they will have responders dispatched immediately without waiting to get verbal confirmation of an emergency. This is a great relief to me! My child knows to push one of the buttons if there is ever a problem I can’t respond to and I am confident that emergency help will be here quickly!
    Read More
  13. User Score
    0
    October 2nd, 2016 Longview, TX
    4 people found this review helpful!
    I switched companies and was told I could not cancel my service until my contract was up. Meanwhile, even though their equipment is no longer hooked up, it somehow generated an intrusion signal and since I could not remember the code word (since I had not used this system in 14 months) they sent the police to my house. Now that the contract is finally up, I have been trying to cancel but they tell me that it must be in writing and they must send me an email to respond to. The email is supposed to arrive within 72 hours (why so long?) but it doesn’t come. They tell me they sent it and it must be in my spam mail, but it is not. They tell me that it has expired anyway, and they must send a new email, which of course has not come. I believe that they are giving me the run around so it takes a long time to cancel and I end up paying for yet another month.
    Read More
  14. User Score
    0
    September 30th, 2016 Irvine, CA
    2 people found this review helpful!
    Most states have a legal limit on how long a contract can last. Monitronics runs up to the length of that limit. They do that for a reason–to lock you into a contract that you do not want for as long as possible. Note that this will never be mentioned to you in the sales process. They’ll sit down with you, speak to you about all the benefits, throw a bunch of pamphlets in front of you, have you sign a couple of forms, and then be on their way, except there’s one thing you only figure out months or years later when you try to cancel.

    “You still have 40 months on your contract.” Why? Well, on that contract, in the mix of a bunch of completely unnecessary verbiage, they say that you’re locked into a 60 month contract. That’s the maximum legally allowed contract for such a service in most states. In fact, they will reliably push up to the maximum in a given state. It was once pushed down to 36 in California but lobbyists convinced legislators to again move it up to 60 months.

    But don’t try to negotiate with them about the contract. They use any number of lies and high pressure tactics to try to keep you in. They also refuse to address the deceptive sales tactics that are used instead relying on a tired refrain: “We didn’t sell you this contract. Someone else did. We just bought the contract from them.”

    This is the same argument that banks used when buying mortgages with ballooning interest rates that were deceptively sold to households. “We weren’t the ones who sold the mortgages. We just bought and repackaged them.” Well, if you subsidize evil, maybe, just maybe, you areevil. And with Montronics, there’s no “maybe” about it.

    Read More
  15. User Score
    0
    September 30th, 2016 Murfreesboro, TN
    2 people found this review helpful!
    i have only had a problem with 1 other company in my entire life, so just know im not picky or hard to please. this company is really really bad.

    they have no idea if your equipment is working properly, they dont care. my alarm system has not been functional for years, but i was obligated to pay them due to a ridiculous 5 year contract.

    anyways my 2 complaints are
    1. if you have to call them i feel sorry for you. as the other review states, it takes forever to get anything accomplished. they transfer you a lot, and then when you get to talk to someone its like they purposely try and take forever and annoy you. i called to cancel after the 5 years and i was on the phone a good hour if not longer for the guy to ask me the same couple of questions. trying to make me feel guilty for not wanting an alarm, not caring about my family or my belongings. no matter how many times i tried to tell him to stop dragging it out, just cancel my service, he just tried and tried with more questions and guilt.

    and then i finally get it canceled(after having to make a 2nd call because the first guy claimed he submitted it but i never received it) they still billed me another month. and then tried to tack on a late fee and charged me $5 for 3 days of monitoring(remember they are aware now that the system is not functioning).

    Dirty, sad, etc. they are probably a million dollar company and haggling customers over a few dollars. what am i thinking, thats probably how they made most of their millions

    if you were smart, you would avoid them

    Read More
  16. User Score
    1
    September 30th, 2016 Santa Paula, CA
    0 people found this review helpful!
    My app does not communicate with the thermostats or the alarm pad. Customer service tech support cannot figure out the problem. Their solution is to charge me a visit ($50) co pay to see if they can resolve the issue. Rediculous, I’m very disappointed!
    Read More
  17. User Score
    3
    September 29th, 2016 Houston, TX
    1 people found this review helpful!
    I called to cancel my service yesterday, I was told they would email a document to sign and return, and that no more money would be taken from my account. I did not get this document until today. I also see that they did take the money fro my account. I called and spoke with customer service, I was told that there is a 30 day cancellation policy. She stated that I’ll still owe them for 4 days at the end of OCT. I’ve been a customer for several years, but I won’t use them again.
    Read More
  18. User Score
    1
    September 22nd, 2016 San Pedro, CA
    2 people found this review helpful!
    This company was the monitoring service for a now defunct Elevate Security Company. I had problems with my home hardware and was unable to contact Elevate despite several calls and messages left. I contacted Monitronics as they were the alarm monitoring service on contract with Elevate to provide alarm monitoring. I was advised by Monitronics that Elevate had gone bankrupt and ceased to exist. Monitronics offered to continue the alarm monitoring service on a monthly basis with option to cancel at any time until I was able to determine a permanent solution. I agreed to a monthly service, renewable on a monthly basis only. When I decided a permanent solution for my home, I notified Monitronics of my decision to terminate. I received a notice by mail of termination of service from Monitronics on a specific date. The next thing I knew, and without any notice from Monitronics, I was contacted by a lawyer representing Monitronics indicating I owed Monitronics for the balance for cancellation of a long-term contract. I was NEVER advised that Monitronics had assumed the Elevate contract until advised by the lawyer. Again, I only agreed to continue with Monitronics based on a monthly basis as offered by Monitronics. I have been harassed and threatened at all times everyday by the law firm. I absolutely refuse to pay these alleged fees to Monitronics or the law firm which amount to many hundreds of dollars. I am prepared to file a suit over this matter and the associated harassment. They are now threatening to severely damage my credit. DO NOT DEAL WITH THESE BANDITS!
    Read More
  19. User Score
    1
    September 16th, 2016 San Antonio, TX
    1 people found this review helpful!
    They wear you down while talking you into a long term contract. Then, when you cancel, you get stuck with a huge bill. I bought my own standalone system with its own dialer then canceled them and got stuck with a $1000 bill even though I’d been with them for 10 years. You don’t need these monitoring companies. Get a Skylink system– easy to set up, has its own dialer to dial out to any phone numbers you wish to configure.
    Read More
  20. User Score
    0
    September 11th, 2016 Phoenix, AZ
    2 people found this review helpful!
    To Monitronics, Protection Source and anyone else that thinks they can send me bills for something and some company that does not have a current agreement signed by me.

    In early 2011 I called GUARDIAN Protection Services to inquire about an alarm system for our new home. I initiated the call specifically to Guardian which indicated that I wish to have Guardians service. They (Guardian) sent an installer out and installed our system. I paid Guardian monthly for over 5 years for GREAT service even after my contract ended on Feb. 28th, 2014. Guardian DOES NOT AUTOMATICALLY renew their contracts. They go on a month to month basis. I have been out of contract for over 2 and a half years yet continued to use Guardian as my monitoring company. I NEVER authorized anyone to switch me from Guardian to Monitronics or anyone else and since my original phone call in 2011 was placed directly to Guardian that indicates my desire was to do business with Guardian. I will not pay anyone except Guardian and I will not pay a dime to Monitronics. The decision of Protection Source to “MOVE” my monitoring to someone else was not authorized and terribly unethical. Please do not send me any more bills. I have forwarded a copy of this letter to Attorney Steve Green at Bellah and Perez Law Firm in Glendale, Az. And I will be filing a class action lawsuit on behalf of the thousands of customers that this has happened to over the last few months. Please cease and desist any further attempts to extort money from me and send a letter to the below E-Mail indicating that I am NOT a customer of Monitronics.
    D

    Read More

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Our Score
6.0
User Score
1.1
Rank this Company

Ratings Breakdown

Price

Monthly payment
$34.95

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
6/10

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Pay Balance

Time in Business

Total # of years
22

-

Customer Support

Good, Bad, Limited
Limited

SDM Rank

Top 100 Company Rank
4

Index

Quality Index (Below 413 is good)
261

Number of Reviews

User reviews here on BHSC
381
Our Score
8.0
User Score
8.3
Rank this Company

Ratings Breakdown

Price

Monthly Price
$44.99

Up-Front Costs

Activation, Install & Equipment
$99-499

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
2007

A+

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
293