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#20
monitronics-130x130

Monitronics

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.0
User Score
1.2

News Update: Is Your Home Hackable?

Our Score
7.0
User Score
1.2
Rank this Company
Ratings Breakdown

Price

Monthly payment
$34.95

Up-Front Costs

Activation, Install & Equipment
$99

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

A-

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
251

This Review is maintained by

Review Last Updated: February 6, 2016

Monitronics Authorized Dealers use top-of-the-line equipment in their home security systems and each system comes with a lifetime warranty. System brand varies depending on location and needs. Monitronics home security equipment ranges from Honeywell, GE, and 2GIG products.

Rank Chart Monthly Price Upfront Costs Video Our Score
#1
$19.99 $0 Yes
9.4
#2
$34.99 $99.95 Yes
9.1
#3
$24.99 $0 Yes
8.8
#20
monitronics-130x130
$34.95 $99 Yes
7.0

Monitronics’ HomeTouch Premier package includes:

  • 1 Security Panel with Full-Color Touch-Screen Interface
  • 1 Keychain Remote
  • 1 Pet-Sensitive Motion Detector
  • 3 Door/Window Sensors
  • Security Yard Sign and Window Decals
  • 2 Light Modules
  • 1 Image Sensor
  • HomeTouch
    • Arm/disarm remotely
    • Two-way voice
    • Severe Weather Alerts

(Add-on equipment includes but is not limited to: Fire and Heat Detectors, Carbon Monoxide Detectors, Water/Freeze Detectors, Medical Pendants)

Here are some of the Monitronics advantages:

  • Alarm Response Center has Five Diamond Certification achieved by less than 3% of recognized North American monitoring centers
  • Professionally trained dispatchers certified by the Central Station Alarm Association (CSAA)
  • Excellent Customer Service—97% of their service calls are resolved within the first phone call

The Bad

Although Monitronics has a minimal 200 BBB complaints per year (representing .02% of their subscriber base), most deal with equipment not functioning correctly and incorrect billing for service calls.

The company offers a wide variety of security equipment; however, not all equipment may be available in your area if the dealer for your area doesn’t support the installation of the equipment.

A representative from Monitronics wrote to us in response to their BBB complaints:

While .02% of customer complaints per year is relatively low, we’re not happy when a single customer is dissatisfied with our service. Customer Care agents are standing by to resolve all technical and account-related questions. Our Executive Response team proactively reaches out personally to customers who have extraordinary requests, ensuring that their issue is resolved and their experience with Monitronics is 100% positive going forward.

There are some concerns BHSC experts have about the Monitronics service. These include:

  • Poor customer service – Users have left reviews on the Monitronics profile (see below) describing the negative experiences they have had with customer service.
  • Long-term contracts – Contracts last 3-5 years and they are difficult to get out of.
  • Billing issues – customers have expressed complaints regarding billing and cancelation along with the fees that come with their policy.

The Good

Monitronics is one of the largest home security companies in the United States. They offer systems for families, single parents, and seniors to protect from medical, burglary, and fire emergencies. They even offer a security system for LatchKey kids that alerts the parents via cell phone. After the system is set up, each home can customize the system for their specific needs.

Monitronics has a solid customer service base with distributors who are willing to answer hard questions. Monitronics prices are on par with other major industry players. Prices at Monitronics range from $29.95 for landline monitoring to $35.95 for cellular. Installation comes free on basic packages and customers who qualify with credit checks get lower prices. Monitronics does not outsource its monitoring and performs all monitoring through their redundant station located in Dallas, Texas.

The Bottom Line

Monitronics is a nationally recognized alarm monitoring provider that has received various awards and recognition, including:

  • Frost & Sullivan North American Alarm Monitoring Residential Security Company of the Year for 2008, 2010 and 2011
  • 2012 and 2013 Consumers’ Choice Award® for excellence in business and customer service among Dallas-Fort Worth headquartered alarm system companies
  • CSAA Five Diamond Certification that is achieved by less than 3% of recognized North American monitoring centers .

We recommend Monitronics. As always, we urge you to personally research the company before signing any contracts or buying equipment.

Are there any inaccuracies in this review? We take accuracy very seriously and would love your feedback. Visit our Request Reconsideration page and send us your feedback today!

251 Monitronics Reviews

Select Your Rating:

165
10
7
4
40
4
3
1
7
2
8
0=WORST 10=BEST

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  1. User Score
    0
    February 2nd, 2016
    0 people found this review helpful!
    I have been trying to terminate my contract since summer of 2014. I tried again in Dec of 2014 but they told me that I still had a year on the contract and that I would continue to pay for the service even though I didn’t use it. I tried to cancel again this Jan and they told me I still have a year. I don’t get it?
    since I moved from the resident in Dec 2014, I had the renters pick up the payment, but that doesn’t authorize extending the term.
  2. User Score
    0
    February 1st, 2016
    0 people found this review helpful!
    Worst company! I would never recommend using them. My father has been without an active alarm system for 9 days now. They have yet to service it. Initially their scheduler didn’t schedule it and now a technician is simply not showing up. Their only solution was they can reschedule it. When I asked for a supervisor I was told nobody was available. She refused to give me a name or direct # for a supervisor. She simply told me “someone” would call back. If you want peace of mind or actual service DO NOT US this company!!!!
  3. User Score
    0
    January 28th, 2016
    0 people found this review helpful!
    When I wanted to upgrade to a newer system they wanted to charge me all this money So I cancelled my service and now I have to write a letter just to cancel and it supposedly takes thirty days from the time they receive your letter to close your account. In the mean time they are billing you for another month. And I was with them for 12 years. So much for customer loyalty!!!
  4. User Score
    1
    January 28th, 2016
    0 people found this review helpful!
    I HATE the way Monitronics does business. They lock you into LONG term contracts without your knowledge. I HATE this company.
  5. User Score
    0
    January 27th, 2016
    0 people found this review helpful!
    They play games when you try to cancel there service and there security system doesn’t work.
  6. User Score
    0
    January 26th, 2016
    0 people found this review helpful!
    DO NOT USE THIS COMPANY!!! WORST CUSTOMER SERVICE EVER!! I tried multiple times to add additional equipment and made several appointment to which they NEVER SHOWED!!! I finally cancelled my account and now they are charging me for service after my account was supposed to be cancelled and although I have proof they received the paperwork in time however they are still denying it.
  7. User Score
    1
    January 25th, 2016
    0 people found this review helpful!
    I’ve had service with Monitronics for over 11 years. I needed to upgrade to higher capacity system. It took many phone calls to get this worked out. Then the service company I’ve been using when necessary over the years for different service issues, I requested that they install the new system and Monitronics said this company wasn’t assigned to my area. even though this same company came out to do the evaluation for a new system. I’m looking for a different monitoring company. Monitronics has really failed in customer support.
  8. User Score
    5
    January 24th, 2016
    2 people found this review helpful!
    I have been a client since 2012 and have NOT had my system up and running properly for 21/2 years.
    75% of the service technicians don’t know what they are doing and always leave before the system is up and running properly! Some of the technicians travel 2 hours rift to my home.
    I have had several emergencies where they could NOT send a Tech. To see me and fix my system for 5-7 days.
    As of today, my system is still not functioning as it should. Rep was to come back 4 weeks ago, has never returned nor called.
    Getting Management involved has NOT helped as of this date.

    On the POSITIVE side, their RESPONSE TIME to alarms, IS A 10!!!!

  9. User Score
    8
    January 22nd, 2016
    0 people found this review helpful!
    No billing issues and equipment functions fine, but the telephone wait to contact an operator and especially a tech support person is HORRENDOUS always.
  10. User Score
    2
    January 21st, 2016
    1 people found this review helpful!
    I had a pet friendly motion detector, but it wasn’t and when I called to complain they told me it was mine and there was nothing they could do. Everyone I set alarm it would go off so I finally had the motion detector removed. Also, I keep asking for copy of contract I signed and have not received one.
  11. User Score
    0
    January 20th, 2016
    4 people found this review helpful!
    I had Monitronics install a system in my home and begin monitoring. Everything seemed fine at first until we went out of town and came back to a blaring alarm in our home. We don’t know how long it had been going off but we never received a call from the alarm company. In a different occasion, the same thing happened and still no call from them to let us know that our alarm had been activated. Luckily, both times we found that no break in had occurred. However, I received a notice from the city that they had responded to two false alarms and I was liable to pay a fine. I called Monitronics and they indeed called the police on both occasions. But why call the police right away and not us first? I then asked that they come check out the system and they said I would have to pay a fee for someone to come to our home. I was angry! I checked the systems myself and found out that one of the sensors had a faulty connection and was triggering false alarms. After the contract period, we decided to cancel the service. Easy enough right? Wrong! They told me I had to submit a written request to have the service terminated and that it would take 30 days from the the time they receive the request to cancel the service. Sounds like a sketchy way to try and get people to keep the service or charge them an extra month even if they do send a request. So I sent the request and yet again, more problems. They kept calling me over and over and over again. Leaving me voicemail after voicemail saying it was “important that they speak with me”. I finally called them back and the guy I spoke with (Domenick) was very persistent and would not let it go. He kept offering me free service for two months if I would reconcider. After about 30 minutes on the phone with him I said, “fine, I will take the two free months on one condition, If after the two months I still want to cancel, all I have to do is call you and it will be done. No letter, no 30 day wait.” He agreed…. After the 30 days, I called back and guess what? “Sir, you will need to send a written request and wait 30 dyas for the service to terminate”. I let them have it. I even asked to speak with Domenick. I let him have it too. In the end they agreed to cancel the service without a written request but I would still have to wait 30 days. Amazing, that these companies conduct business this way. My advice to you is… DO NOT GO WITH MONITRONICS!!! Find another alarm monitoring company and ask what their terms are before you go into contract with them. Good luck!
  12. User Score
    0
    January 15th, 2016
    2 people found this review helpful!
    I had Monitronics install alarm in Washington, 60 month contract including smoke/fire, everything was fine. When I moved to Calif., it all went to crap. Installed in new home Oct 2015, In Nov 2015, my grandson accidently set off aarm, Monitronics had no signal from alarm but they said it was working fine. Then kept getting errors & beeping from alarm. Called Monitronics, tech came out, he said alarm was not communicating with company & hadn’t been since installation. They came & installed new system that does communicate BUT now I find out that there is no smoke/fire alarm & it just isn’t included with the move. If the same contract continues with move, then it should include same services.
  13. User Score
    0
    January 12th, 2016
    2 people found this review helpful!
    This company is absolutely terrible! Their billing was often incorrect, and when it came time to discontinue their service, the run-around was their chosen method of dealing with us. After a lengthy and convoluted telephone conversation focusing on desperate attempts to keep the account, we were told to write a letter stating our intentions. This we did. They were called by the accounts manager with another desperate attempt to keep the account. After informing the representative that our decision was already made, we were hung up upon, Here’s our advise: choose another monitoring company. These people are terrible.
  14. User Score
    0
    January 12th, 2016
    1 people found this review helpful!
    This company is absolutely terrible! Their billing was often incorrect, and when it came time to discontinue their service, the run-around was their chosen method of dealing with us. After a lengthy and convoluted telephone conversation focusing on desperate attempts to keep the account, we were told to write a letter stating our intentions. This we did. They were called by the accounts manager with another desperate attempt to keep the account. After informing the representative that our decision was already made, we were hung up upon, Here’s our advise: choose another monitoring company. These people are terrible.
  15. User Score
    0
    January 6th, 2016
    2 people found this review helpful!
    I’ve been a monitronics customer since 2008. On 11/13/2015 I switched internet providers so I called monitronics to have my system tested just to make sure everything was working correctly. The representative ran me through a test & confirmed that the system was operating correctly. On 12/30/2015 at 4:30 am 3 men kicked in my front door then left my property. They returned 15 minutes later in a different vehicle, entered the house & began destroying property & stealing valuables. My alarm pad was ripped off the wall, doors, windows, walls & cabinets were broken & the alarm DID NOT WORK. My security cameras got some of the activity but the police never showed up. I returned home on the 31st in the morning to find my front door completely broken. I called the police, my homeowners insurance & I also called monitronics. It is now Wednesday January 6th (7 days after initially calling) & no one from monitronics has called me back to schedule an appointment to come out & fix the alarm.
  16. User Score
    0
    December 28th, 2015
    2 people found this review helpful!
    DO NOT USE THIS COMPANY. They are ALL about screwing the customer. Our alarm kept tripping and we were charged $300 from the City of Phoenix for multiple false alarm so Monitronics said we needed a wireless system. For some reason they sent us a new contract which my husband signed not seeing that it was not an annual contract but one for 3 YEARS, 6 months later my husband lost his job and we had to sell our home. We have been paying for NOTHING for 2 years now. VERY UNETHICAL PEOPLE – SNEAKY -They are money hungry!!! YOU HAVE BEEN WARNED – DO NOT USE THEM
  17. User Score
    0
    December 23rd, 2015
    2 people found this review helpful!
    DO NOT USE THIS COMPANY. They are about getting there money and not about the customer. We transferred and had to sell our home. They talk about policy. They could care less about you. I even told them when we bought our new home, I would honor the last eight months of the contract. NOPE. Don’t care, they are money hungry!!! YOU HAVE BEEN WARNED – DO NOT USE THEM
  18. User Score
    0
    December 23rd, 2015
    2 people found this review helpful!
    Terrible company. I was with them for 10 years and when I went to cancel my service they said that I had to write a letter to a PO Box and that my account would not be closed until 30 days after that??? SCAM to get one more month out of me.
  19. User Score
    1
    December 22nd, 2015
    2 people found this review helpful!
    Something is always wrong. Throws alarms every other month. They rigged our system using ADT equipment we already had. Customer service is a joke and all in its the same 55 we paid already for ADT.
  20. User Score
    0
    December 18th, 2015
    1 people found this review helpful!
    Awful. They sent an installation man who stole my checking account # & made illegal charge. Bank refunded my money. Monitronics didn’t care. Also I didn’t know that when signing up for their service…it was a two year contract. Very small print.
    Linda Archer
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Our Score
7.0
User Score
1.2
Rank this Company
Ratings Breakdown

Price

Monthly payment
$34.95

Up-Front Costs

Activation, Install & Equipment
$99

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

A-

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
251
Our Score
9.4
User Score
8.5
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
777