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#23
monitronics-130x130

Monitronics

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.0
User Score
1.0

Visit Site

Our Score
7.0
User Score
1.0
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

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
313

This Review is maintained by Jordan Zornes

Review Last Updated: April 5, 2016

Monitronics has been providing home security solutions since 1994. Its monitoring operators are CSAA-certified and have been thoroughly trained to help you out whenever your system sends an alert. Monitronics use top-of-the-line equipment in their home security systems and each system comes with 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
Monthly Price
Upfront Costs
Has Video
Review

#1

$19.99
$0
Yes

#2

$34.99
$99.95
Yes

#3

$24.99
$0
Yes

#23
monitronics-130x130

$34.95
$99 - $149
Yes

The Good

  • Home Automation Options
  • False Alarm Protection
  • Flexible Moving Options

One thing we like about Monitronics is its option to upgrade to home security packages that include home automation features. 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 and video for no extra cost.

Monitronics also 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.

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.

The Bad

  • Higher Prices and $99 to $149 Activation Fee
  • Possible Rate Increases
  • Lengthy Contracts
  • Poor Customer Service

Monitronics’ monthly monitoring rates are more expensive than top rated companies that charge almost half of what Monitronics charges and while Monitronics 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. 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.

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.

Most 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.

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 most expensive, HomeTouch Premier package, and all packages come with limited false alarm and theft protection. However, Monitronics has a track record of poor customer service. Its lengthy contracts, hidden fees, and misleading and confusing terms of service have caused frustration among its customers. Potential customers are strongly encouraged to investigate our top home security companies before making a final decision.

View Top Rated Companies.

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313 Monitronics Reviews

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  1. User Score
    0
    May 27th, 2016 Richardson, TX
    0 people found this review helpful!
    First, I would strongly recommend you consider another company. If, however, you do decide to go with Monitronics, I would strongly advise you read your contract word for word. Committing to a three-year contract is significant. They don’t allow you to cancel, and they make it extremely difficult to get rid of their service even after the contract expires. You actually have to write a letter to cancel your service. Truly unbelievable in this day and age. And, they’re supposed to be a technology company.
    Read More
  2. User Score
    0
    May 27th, 2016 Panama City, FL
    0 people found this review helpful!
    Very bad customer serve but it’s apparently their corporate business model. You have to cancel in writing but they don’t say that until they give you the sales pitch to transfer the service. . Then it takes one additional billing cycle. You also have to tell every person you talk to, over and over that you do not want to keep or transfer the system. Even with the written request and two phone followups (with same sales pitch each time to a person who will not acknowledge the word No), I still had to talk to a manager. Manager was very nice and said extra months charge would be reversed. I am still waiting to see that reversed charge.
    Read More
  3. User Score
    1
    May 26th, 2016 Newton, NC
    0 people found this review helpful!
    This company has supplied us with terrible service. When our alarm was activated they did not even call to check out the situation this happen on 2 separate occasions.. We terminated their service and paid our bill in full and they are still trying ti charge us for services not being used, then a rep from their company offered us a special rate and equipment in which we did not receive. Instead they sent us an independent contractor out and he asked for a service fee. We explained the situation and he contacted the company and than left. We have not been pleased or compensated by this company at all. DO NOT USE THIS COMPANY?
    Read More
  4. User Score
    0
    May 25th, 2016 Baton Rouge, LA
    1 people found this review helpful!
    Customer service is by far the most sub-standard I have ever received. Multiple issues have come up during my 3-year term with Monitronics and they have disappointed me every single time. Please read other reviews and think twice before signing with them.
    Read More
  5. User Score
    0
    May 18th, 2016 Surprise, AZ
    3 people found this review helpful!
    After moving from our home to Retirement home, I tried to cancel Monitronic services for 2 month to no avail. These people just do NOT take a NO for an answer, and keep charging the monthly fee. Letter from Retirement home, we moved in, they requested, did no good at all, they just ignore it.. I’m sure, if you die, they just keep charging you !
    Warning : Stay clear of Monitronics, if you want to avoid a total nightmare !!!
    Read More
  6. User Score
    8
    May 14th, 2016 Milwaukee, WI
    3 people found this review helpful!
    Have a 5 year contract. Never had a problem. When I have a question or concern , my phone calls were always Answered promptly and to my satisfaction. During a recent cooking incident on Easter Sunday the smoke detector went off. Due to my stupidity I didn’t deactivate the system and the fire department arrived in about 5 minutes. Now I know the system really works as advertised. Will definitely renew but not for five years.
    Read More
  7. User Score
    0
    May 13th, 2016 Winchester, VA
    4 people found this review helpful!
    My service with Monitronics was very disappointing. My daughter & I had a different Home Security Sysrem, two representatives from Monitronics saw that we had another Company. When we answered the door they promised a less expensive service for a lower price & promise that no increase for five years. Well needless to say we received a bill with an increase. After calling about the discrepancy in the bill was told that they had a right to increase our bill without notifyication. Tried to cancel the contract was told we would have to pay for the remaning contract. I would never recommend this company to anyone who would ask for a recommendation.
    Read More
  8. User Score
    0
    May 7th, 2016
    7 people found this review helpful!
    MONITRONICS Buyers Beware…
    This company signed my then 93 year old mother up for a 36 month plan. Their response times in an energency and track record of notifying family members when paramedics have been dispatched has been unacceptable. She doesn’t feel safe and I am trying to cancel this contract. The company feels that they have dispatched authorities, so they have done their duty. The “escalated” customer service dept told me that we didn’t keep the phone numbers of family members up to date. Not true – the numbers they have on file were never valid numbers and not on our contract. They want nearly $700 from my now 95 year old mother to get out of this contract. Despicable treatment of seniors!
    Read More
  9. User Score
    1
    May 6th, 2016 Monroe, LA
    6 people found this review helpful!
    Terrible product, I’ve tested their response and they don’t call. So they are billing me for a service they are not providing. Nice. So I decide to cancel, of course they make you jump through hoops to cancel. Seriously, search monitronics cancellation on google and look at the tons of responses. This company is not to be trusted and should be charged with fraud.
    Read More
  10. User Score
    1
    May 6th, 2016 Boynton Beach, FL
    8 people found this review helpful!
    Length of contract is unwieldy and to cancel early is a FIGHT with customer service. We had our home switched over to another alarm company a week ago. We never even received any calls to see if there was a problem. We even in the past set off the alarm prematurely and never received a phone call. To all criminals or future criminals if the alarm goes off you have 15 to 20 minutes to go about your business even before the house phone rings.
    Read More
  11. User Score
    0
    May 6th, 2016 Sun City, AZ
    6 people found this review helpful!
    Trying to cancel is almost impossible had this company for about eight years or more .went to cancel service told me I had to write a letter to them before they would cancel the service This really sucks. AND YES WE STILL HAVE TO PAY UNTIL THEY COMFIRM OUR LETTER.
    Read More
  12. User Score
    0
    May 3rd, 2016 Denver, CO
    4 people found this review helpful!
    We agreed to a 5year contract with this garbage company. After the 5 years I called and cancelled. They informed me I would get a final bill and need to write a letter explaining why I do not wish to renew. Frustrated I still did so and made my last payment November of 2015. Today my father got a call saying it was monitronics and I took the call. They never ended our contract and claim they never received a letter. And expect me to pay for a system that is been in a box for 7 months.
    Read More
  13. User Score
    0
    April 29th, 2016 Coatesville, PA
    3 people found this review helpful!
    Monitronics received my cancellation letter on April 1,2016. They took a payment out of my account on March 28th. I thought that I would receive some of my money back but instead they took another partial payment out on April 25th. They said it takes 30 days to complete the cancellation.This is just another way of getting more money out of customers.
    Read More
  14. User Score
    0
    April 26th, 2016 Temecula, CA
    6 people found this review helpful!
    This review is solely based on their cancellation process & customer service. Our company has been with Monitrocis for years. The company ended up moving to a different location so we had to cancel service. Yes what every one says about canceling service is a NIGHTMARE. Monitronics does not accept a phone call or email for cancelling services. They only accept a letter by snail mail which is a crock of you know what. They also said it would take up to at least 30 days from receipt of the letter to cancel services. We sent a letter 02/23/16 after an initial phone call to cancel service. We didn’t send it certified because the representative didn’t say we needed to. 03/14/16 we received a bill for monitoring services between “02/19/16 to 03/18/16” Literally 4 days for monitoring. Its ok we paid the bill no big deal. 04/14/16 we get another bill for $25.96. We called to find out what was happening and Monitorincs claimed they never received our letter but did note that we placed a phone call to them 02/23/16. After a quick Google search I noticed that we are not the first customers that Monitronics claimed they never received a letter to cancel services. It actually seems to happen ALL THE TIME. That is so shady. We told the representative that we are refusing to pay the April bill. She claim she would credit the account $25.96 so it would show a zero balance and that we had to resend the letter. This time we sent the letter certified & I waited a week to call back because i knew deep down inside that there was no credit applied and that we would have the same balance. Well what do you know, I called and they magically received my certified letter but this representative said that it still showed a balance on the account not of $25.96 but $51.92?!?! I am like well that is not correct because I have the bill in front of me that is not due for a week and the only balance on there is $25.96. If I would have had a previous balance from somewhere it would be on this bill. We went back and forth & supposedly he credited the account to show a zero balance. We will see when I call back next week in May. It seriously should not take ANYONE this long to cancel any type of service. I requested to cancel services in FEB and there is no reason why I should still be dealing with them in MAY. Its insufficient & a complete waste of time. Not to mention how long we were customers with them and how we always paid our bills on time. Monitronics doesn’t care how good of a customer your were to them. If you want to cancel service they will make it has hard as possible for you to cancel and will try to squeeze more money out of you. Because of this I now will be cancelling my own home personal services & NEVER recommend them to anyone.
    Read More
  15. User Score
    0
    April 24th, 2016 Prospect, KY
    3 people found this review helpful!
    Horrible. Had no service for 6 months. They finally fixed it and three months later, I have a battery failure….again. Apparently the $40 battery only lasts a month. Customer service is some of the worst Ive ever dealt with. They also raise monthly prices at any time and without notifying you. After paying months in advance, they claim payments were never made. Takes two weeks or more to send a tech person when system is not working but they will continue charging you for the service you do not have…and for a worker to come out. They make NO attempt to make things right and no apologies ever. They also require you to pay for all new (reburished but they call it new) equipment despite how old it is and despite what you are pahing monthly. If control panel fails after three months, you foot the bill. As I speak, system is again not working. Over the past year, Ive made dozens of calls to them regarding the key fob not working, battery failures, control panel going out, system going out entirely, them raising prices, them claiming I did not pay when I did pay IN ADVANCE, door sensor not working, and on two occassions, alarm sent offwhile I was home and wohld NOT stop. Had siren blasting for two hours on one occassion. The amount of issues….insane.
    Read More
  16. User Score
    0
    April 23rd, 2016 Newark, OH
    3 people found this review helpful!
    Horrible company, does not complete the work that was contracted but harassed the consumer to pay for unfinished work. Wouldn’t recommend to anyone.
    Read More
  17. User Score
    0
    April 21st, 2016 Glendale, AZ
    5 people found this review helpful!
    Cannot ever seem to cancel this service! They kept billing us even after we canceled!
    Read More
  18. User Score
    1
    April 20th, 2016 Mesa, AZ
    4 people found this review helpful!
    Their billing dept and customer support is the worst to deal with. I closed out the account and they kept on billing me.
    Read More
  19. User Score
    0
    April 18th, 2016 Denver, CO
    3 people found this review helpful!
    Monitronics SUCKS. Customer service sucks! I am the son of a customer who has been in the hospital since the beginning of the year. He cancelled service in December AND my mom sent a letter (not sure if he sent a letter since he cannot eat, talk, breathes on ventilator). No monitoring is happening although they continue to bill. They’re calling me now as I am the backup phone number if there is an alarm. I was told they sent a “bad letter” cause it was not certified? WOW! They switched to ADT
    Read More
  20. User Score
    0
    April 15th, 2016 Modesto, CA
    3 people found this review helpful!
    So disappointed with the service and the actual alarm.
    Could barely hear the alarm when it was set off.
    There is no way anyone passing by my house would have heard the system. I had a different service and was sold to monironics. That company wasn’t any better but at least they would have called me if the alarm went off. Monironics didn’t even contacted except by a quick note in my email that my alarm was tampered with.
    The tech that came out to repair was worthless and couldn’t even change the batteries.
    Please think twice before entering into contract with this company
    And then think again and go with another company.
    Read More

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Our Score
7.0
User Score
1.0
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

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
313
Our Score
9.4
User Score
8.6
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
980