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#15
Moni 130x130 2

MONI Smart Security

Flexible home security and automation packages

Our Score
7.6
User Score
1.2

Or By Phone:  1-(877) 407-9188

Our Score
7.6
User Score
1.2
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
532

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

8.3
$19.99-$42.99
$0

#2

7.7
$34.99
$99

#3

5.9
$34.95-49.95
$99

#15
Moni 130x130 2

1.2
$34.95-$54.95
$99-$149

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532 MONI Smart Security Reviews

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  1. User Score
    0
    September 21st, 2017 Burbank, CA
    1 people found this review helpful!
    What a joke. Tried to cancel the contract, the rate for which had gone up consistently over time. Was told it had to be in writing. Sent the cancellation in writing. Then get a letter stating that “due to fraud in the security industry, we need you to call to confirm your cancellation.” Well I didn’t even open that letter initially because it was from MONI Smart Security when I had been with Monitronics and didn’t realize that they were the same company and thought it was junk mail. Anyway, keep getting automatic deducts from my account. We call and are spun in circles as to why the cancellation was not valid. Finally they agree after literally arguing with them. Had to call B of A to terminate any future deductions. Worst customer service company I have ever dealt with.
    Read More
  2. User Score
    0
    September 21st, 2017
    1 people found this review helpful!
    Please go somewhere else. These people fall under the category of crooks. Everything that comes out of their mouths is a lie. These are the worst people we have ever done business with. Wish we had never trusted these people. Look at the number of people that are giving a bad review for that should tell you not to do business with these idiots. They tell you one thing but but do another. Do your home work before doing business with thes crooks.
    Read More
  3. User Score
    0
    September 20th, 2017 Scottsdale, AZ
    1 people found this review helpful!
    They will charge you for an extra 30 days after you SIGN the cancellation. When you call them to cancel that does not count, the 30 days starts ticking after they send you the form to fill out and then they process your signed cancellation form.
    Read More
  4. User Score
    0
    September 20th, 2017 Irving, TX
    1 people found this review helpful!
    So we were in Alliance Security. Turns out Moni bought Alliance accounts and we never received a letter stating that Moni took care of our accounts. After receiving almost a year of no service and the money withdrawing from our account we ended up having to close that bank account because there was no money goin in. Then we received a text from Moni saying that we owed them money, so I called immedietly to discover that indeed they were taking care of our account. And now they wanted money. I tried to get a credit and they said it was only possible if a technician came over. He confirmed what I stated and they said they will not credit account even after being promised that I would receive credit unless I got in a 2 year contract. So NO! They steal money from you and have reps that hang up on you and try to make you look stupid.
    Read More
  5. User Score
    1
    September 19th, 2017
    1 people found this review helpful!
    Signed up with moni alarm in may 2016 my carbon monoxide detector started beeping failure Aug 2017 after checking detector I seen it was made in 2011 and install in may 2016 and expired in Aug 2016 was only good for 3 months so my family has been at risk for the last year had to argue with customers service to get a new one without a charge or extending my contract now my skybell doorbell is not working after a year and I am being told this is not covered either so they expect me to pay 300 dollars or extend my contract I am starting to think this is the only way they can keep customer is by making them extend their contracts very poor service would not recommend this company.
    Read More
  6. User Score
    0
    September 18th, 2017 Panorama City, CA
    1 people found this review helpful!
    These people will rip you off no matter how loyal of a customer you were!! Don’t bother speaking with a Destiny, this idiot doesn’t have a clue about her job. When you call to cancel beware that the cancellation department will talk you into staying with them and sign an extended contract. I never signed a contract but they kept my account open for no apparent reason. Their customer service department has no clue on what’s really going on. I attempted to cancel my service in November 2016 and the relocation department came on and had me keep my account open with them till I move into a new place and can get my existing equipments reinstalled. I never did that and now that I know I don’t have a place to install the equipment they want to charge me for a service I haven’t been using. I was a Loyal customer for 6 years (perfect payment history) and was hoping to get back right where I left off as soon as I get a permanent residence but they want to charge me $200+ for an account that hasn’t had service since November 2016. Worst customer service ever from Uriel and Destiny. Save your money and go with any other company than Moni.
    Read More
  7. User Score
    4
    September 18th, 2017
    2 people found this review helpful!
    Thy say they dont own the equipment so when something goes wrong and you need a tech. to come to your house the charge 50.00 no matter whose fault it is, and u have too wait one week for tech. to come out.
    Read More
  8. User Score
    9
    September 14th, 2017 Phoenix, AZ
    1 people found this review helpful!
    I was very upset with this company and just did a review on how I felt thinking nothing would come out of it but at least I was able to vent. To my surprise I was contacted by Jason who was concern on my experience . He was able to help me with my complaint and did one step better. I truly am amaze how quickly they responded which states a lot of character with this company,. Who knew they really watch what people think and do care. Since the customer service after my review I retrack what I stated about this company being crooks as they aren’t they do care Thanks Jason for hearing me .
    Read More
  9. User Score
    0
    September 13th, 2017 Germantown, MD
    1 people found this review helpful!
    disturbingly unhelpful and rude , not worth it!
    Read More
  10. User Score
    0
    September 7th, 2017
    1 people found this review helpful!
    Having issues with service. I can’t get a human C.S agent to speak to me. Always put you on hold and never get to you. Terrible. BUYER BEWARE!!! RIP OFF ALERT!
    Read More
  11. User Score
    0
    September 6th, 2017 Ballston Spa, NY
    3 people found this review helpful!
    Ive been went this company for over 10 years, and went I no longer owned the property they would not cancel the contract. Moving in with others i no longer live in the state or can use the system they are still requiring me to pay account. This although i repeated said i am not employed. I think this a horrible thing to do when a person is already down.
    Read More
  12. User Score
    0
    September 6th, 2017
    1 people found this review helpful!
    From my prospective, Monitornics, or Mini, does not provide reliable service no matter what their ads say. I was a customer for 4 years and never had cause to use their service. I talked to one their competitors and decided to terminate my contract with Mini. I called to find out the cost of said termination but was told to call back at a later time. I then unplugged my unit and removed it from my wall. I received no phone call telling me that my unit was not functioning Thirty (30) days later i finally got an email telling me that there might be a problem with my system. It took them long enough. I could have been the victim of a home invasion where the perpetrators unplugged my system and killed me and my family. Muni’s excuse was that I could have been remodeling and disconnected the system for that reason. But they didn’t bother to check for 30 DAYS!! I cancelled my service at that time. The cancellation bill was received within days! Sure are quick to want moni (pun intended). I haven’t paid this bill and am considering demanding that they refund to me all funds paid to them since it is evident that they are more concerned with collecting a few hundred dollars than they are about my well being.
    Read More
  13. User Score
    1
    September 4th, 2017
    1 people found this review helpful!
    Beware! This is a scheister company. Three times I told them to stop service; their response? They continued to bill me and even sent a deliquency to the credit companies. This is definitely a low-class operation, interested in money rather than in customer satisfaction.
    Read More
  14. User Score
    1
    September 4th, 2017 Odessa, TX
    1 people found this review helpful!
    finished 3 yr contract.they tried to sneak a new resign by offering 29.99 month monitoring fee instead of 39.99 monitoring fee.
    do not be fooled that rate does not last long .

    canceling upon completion of contract is a nightmare.
    you pay a month in advance.
    but it takes 30 days for cancellation to happen if you meet
    their 30 day advance notice
    sign email documents saying you want to cancel

    they say 48 to 72 hrs
    they say to check spam and trash files

    you ask for them to resend the email….
    well you get the idea
    meanwhile your being charged

    Read More
  15. User Score
    0
    August 30th, 2017
    2 people found this review helpful!
    When you try to cancel monotronics they treat you like a criminal.
    Harassing e mails are daily fare at moni. Lies about service matters
    so they can get you on the phone.Failing to cancel service when you asked them to do so .
    Continuing to bill you after you cancel . you name it .
    avoid monotronics like the plague. Regards John B McClay
    Read More
  16. User Score
    0
    August 30th, 2017
    2 people found this review helpful!
    Just beginning the nightmare of trying to cancel early – sold the home, won’t be buying another soon, don’t need to service. I am willing to pay several months of fees, but not the remainder of the contract!!!! Unheard of! :(
    Read More
  17. User Score
    0
    August 29th, 2017
    2 people found this review helpful!
    We sold our house 2.5 years into a 3 year contract with Moni. We abided by our end of the deal and paid for non-service for the remaining 6 months. At the time we sold our house, we indicated to the customer service rep we wanted to cancel our service at the end of the contract. No problem, he said, just call in then. We were overseas when the contract ended, and after a couple of phone calls we were able to get a digisign letter to cancel our service. When we got home, we had a bill for an additional 30 days. When we called, we were told that Moni has in the contract a 30 day waiting period to cancel service. No one told us about this, and Moni insists on charging us for yet another month of (non) service. This is simply not a good faith company. No one in customer service alerted us to the waiting period, and at any rate Moni has been collecting from us for a service we don’t use. The extent to which the company is willing to go for a few extra dollars is unconscionable. Safe to say we will not be contracting with Moni for our security in our new house. Any company so incapable of acting in good faith on something this small cannot be trusted on issues of greater importance. Stay away.
    Read More
  18. User Score
    3
    August 28th, 2017
    2 people found this review helpful!
    Horrible customer service and outdated system in my home. I cancelled my service and received a letter that said I was in a contract for another 6 months. I spoke with a few representatives and was NEVER ONCE told I was still in a contract until I completed the disconnection form online and submitted it. I received a letter 5 days later saying I was in a contract. With technology there’s no way I can believe no one didn’t see this on a screen. Moni sucks!
    Read More
  19. User Score
    0
    August 28th, 2017
    3 people found this review helpful!
    TERRIBLE SERVICE & EQUIPMENT
    Here is a short list of my complaints:

    1. The imaging system never worked. Never took 1 photo. When I called to report this, I was told to replace the battery. It was a new system so not really sure why this would be an issue with the battery.

    2. The Weather Alert goes off every 15 minutes. You know, just in case you didn’t hear it the first 10 times it went off. It goes off as long as the weather issue persists. Great if that’s an hour maybe, but it can lasts for days.

    3. When I called about issue #2, I was told to uplug the system. Which is in the attic. No simple off button for the Moni Smart Security System.You have to go in your attic and figure out which of those wires belong to your alarm.

    4. When I called to cancel, they want to charge me for the months remaining on the contract.

    Read More
  20. User Score
    0
    August 28th, 2017 Phoenix, AZ
    2 people found this review helpful!
    I’m a Business owner of a new business all accounts and spending needs to be accounted for so I know how much money is needed to go as we don’t have a padding yet. The first year in business was great with this company. The amount was locked in I knew exactly how much was coming out and when. After my first year anniversary, I noticed that the price started to change a little bit. I didn’t think anything of it until. I noticed that they increase started to double and they increased in frequency too.

    I originally signed up from a guy in my BNI networking group with not knowing how the business was going to do and that the building was only leased for 1 year he said it was a month to month contract. Today when I called today (9 months to go to the end of a 36month “contract) on the status of my account and to terminate the service they state I have a contract for 36 months and I would have to pay out the remaining for the policy. They could not tell me what the increases were for. They would not back date the increases to apply to future monthly payments, and they would not tell me what the future payments could get to.

    If you could choose another company does it. They hire unethical reps. They are unethical in their billing. (if you’re going to increase your rates come right out and say we are increasing it for Blah Blah reason don’t do it where your hoping people will not notice) This company is shady!!! DO NOT USE THEM!!!!!!

    Read More

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Our Score
7.6
User Score
1.2
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
532
Our Score
9.0
User Score
8.3
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
2,037