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#10

MONI Smart Security Reviews

Reviews of MONI Smart Security from real customers
(694 verified)

Our Score
7.7
User Score
1.2

See Top Rated

Our Score
7.7
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
694

Overall Score

Based on ranking criteria
7.7 /10

Protect America

Compared to industry leader
9.0 /10

This Review is maintained by Chase Sagum

Review Last Updated: November 6, 2018

Most Helpful Reviews

  1. User Score
    0
    Aimee Tomlinson
    July 11th, 2018 Dahlonega, GA
    After being a loyal customer for over four years, I was the unfortunate recipient of a $430 plus final payment charge. Their service left much to be desired as they were quite slow to respond and failed to call myself (the primary) on the account when the fire alarm or other issues caused an alarm engagement. I was surprised several times when the fire truck arrived. As far as the charge, I had signed a contract that stated I must keep the account engaged for five years otherwise I would need to pay the remaining months which frankly is ridiculous. Most companies will have a small monthly fee for those remaining in a contract rather than the entire amount. I was not informed that this was in fact the case until the monthly amount was withdrawn again for the month after I had moved even though I had called several times trying to make sure there were no issues with my cancellation. I say RUN do not use this company regardless of what they call themselves Moni or BRINKS.Read More
  2. User Score
    0
    James Conner
    June 29th, 2018 Madison, AL
    They will squeeze every dime and no compassion at all. My husband has had a serious decline in his health requested to drop contract after two years and it will cost in the thousands to do so. If you sell the house and new home owner does not want the system you will pay a pretty penny to cancel service. So if you are a senior or some one whos health is not the best this system and contract will eat up your saving to get out of the contract. Nursing homes does not need a unit to follow you and if you move with your kids they do not want your system you are still paying. Veterans the same goes for you . So please consider your health when signing a contract unless you have over a thousands to buy out contract you will have a new debt. And for some reason Brink is now our provider I did not sign a contract with them so them moral of this story they can sell your contract with no notice or option to cancel. The salesman's promise the moon and how he would stay in touch NEVER heard for him again. Just food for thought if you go with this companyRead More

The Good

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

Moni Smart Security offers great smart home technology and 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 includes basic system components, such as alarm monitoring services, a control panel, motion sensors, window sensors, and door sensors. The two higher plans provide extra features such as security cameras, remote system control, and text alerts. Other smart home technologies and alarm monitoring equipment, such as video doorbell security cameras, are also available. A mobile app for iPhone and Android users that acts as a remote control panel with many features. Users can access their Skybell HD camera and utilize the two-way voice feature. 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

  • Long-term contracts
  • High monthly rates and activation fees
  • Possible rate increases
Long-Term Contracts

All Moni Smart Security plans require that customers sign into a binding three to five-year contract for alarm monitoring services. 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 an annual contract at all.

Higher Monthly Rates and Activation Fees

Although Moni Smart Security offers free equipment and installations, the company’s monthly alarm monitoring rates are quite a bit higher than those of other top-rated security system providers. For example, Moni Smart Security monitoring service 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 set customers back up to $149. Customer satisfaction reviews have suffered as a result.

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. See all Moni Smart Security reviews below.

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

7.9
$19.99-$42.99
$0

#2

7.2
$34.99
$99

#3

3.3
29.99-59.95
$99

#10

1.2
$34.95-$54.95
$99-$149

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694 MONI Smart Security Reviews

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  1. User Score
    1
    April 8th, 2018 Wake Forest, NC
    5 people found this review helpful!
    The customer is not the focus in their “customer” service. Had a false alarm while on vacation and police were called to my house to check it out. Tried to work with their customer service to figure out what wrong wrong and how to prevent it from happening again. They repeatedly told me the false alarm was impossible and refused to change their position even though all the facts proved otherwise. After an hour on the phone (with the shift “supervisor” , they agreed to send someone to check out the equipment, but I would be responsible for a $50 “co-pay” which according to the supervisor was a “good deal” (I refused their generous offer)

    I repeatedly asked to speak to the next level but was told “they weren’t working at that time”, but even if they were the next level “didn’t take calls” and address these types of concerns.

    I asked to cancel my service, but the center I called wasn’t able to do that and I would have to call the cancellations department, but they were closed for the day.

    The next day I called the cancellation department to cancel my service at the conclusion of my contract (in 2 months). After sitting on hold for 20 minutes was told I needed to call back on May 1 as they couldn’t capture a cancellation that far in the future.

    For a company that charges a premium on their monitoring fees, their lack of customer support is beyond unacceptable.

    I gave a rating of “1” because they do respond when an alarm is triggered. Take that out of the equation and a zero rating would be overly generous

    Read More
  2. User Score
    0
    April 4th, 2018 Colt, AR
    4 people found this review helpful!
    HORRIBLE CUSTOMER SERVICE. When you call and talk to someone they can’t give you an answer about ANYTHING!! I cancelled my service when it was time to renew my contract. I was told I had to write a letter which I did. Forward 3 YEARS LATER and I get a call from a collection agency saying I owe $448.20 to Monitronics for services. I quickly let the collection agency know that I had cancelled my services and did not owe them anything. The collection agency went on to say that I did not write the letter to Monitronics and I indeed owed the bill. I tried to dispute the bill to no avail. I HAD to pay the bill because I did not want this on my credit report as unpaid!! I am sure this is one of the reasons they are NOT listed with the Better Business Bureau. NOTHING BUT A SCAM!!! DO NOT USE THIS COMPANY!!!
    Read More
  3. User Score
    0
    March 27th, 2018
    5 people found this review helpful!
    After cancelling the account with ZERO balance – they started to send me bills for over $110.00 for services I did not use.

    After calling multiple times (due to calls getting disconnected after 20 plus minutes of waiting time) the supervisor stated that my account will be going into collection.

    The first customer service rep told me the fee was for what the previous home owner never paid ten years before however the supervisor was able to come up with a different story which certainly made me question their credibility!

    Out of principle I wil have to fight this as it’s just not right!

    DO NOT USE THIS COMPANY!

    Read More
  4. User Score
    0
    March 26th, 2018 Parker, CO
    4 people found this review helpful!
    After being a customer for 5.5 years it cost me $230 to cancel. make sure you understand the unfair contracts they put you in.
    Read More
  5. User Score
    1
    March 22nd, 2018 Lilburn, GA
    2 people found this review helpful!
    Called to cancel service and they made me call several numbers. Went through the whole song and dance and finally it was over and the service was disconnected. 5 years a loyal customer paid on time every month. They repaid me by charging me for the next 5 months and putting me in collections. You can do business with this company if you want, but I learned my lesson $380 LATER!!!
    Read More
  6. User Score
    1
    March 21st, 2018 Douglas, WY
    3 people found this review helpful!
    Bought a house that has the MONI system, was told it was not active. After being in the home 2 months, every time I open a door the alarm screams with no way to inactivate it! Called MONI was told “sorry can’t help you” unless I paid up front $50.00 a month for 3 years! No they can’t send a technician this week, no they can’t send any literature, no can’t really do anything… ? with the alarm screaming in the background!
    Read More
  7. User Score
    0
    March 20th, 2018 Aurora, CO
    3 people found this review helpful!
    What a scam… They sign you up with 42! month lease after your contract is done without you knowing it and don’t let you cancel.
    Read More
  8. User Score
    0
    March 15th, 2018 Phoenix, AZ
    6 people found this review helpful!
    I have been trying to get a BUY OUT CHECK FROM moni smart security for quite some time now. Apparently HAD TOLD GUARDIAN THAT THEY HAD ALREADY SENT CK TO US, WHICH WE HAVE NEVER RECEIVED!!! I . so I am stuck with a bill of 338.69 BECAUSE OF THIS TERRRIBLE BUSINESS WITH THIS COMPANY!!! NOW i HAVE TO DO A PERSONAL BUY OUT TO STOP HAVING TO PAY 2 DIFFERENT COMPANIES!!! WHO WILL PAY ME BACK THE MONEY THAT SHOULD HAVE COME FROM THEM?????
    Read More
  9. User Score
    0
    March 15th, 2018 Columbus, OH
    7 people found this review helpful!
    I have been with Moni since 2005 and have made several referrals, but now I regret making those referrals. I moved in 2016 and made a 36 month contract. I went into default with my account due to life changes that were unforeseen. In 2017 I paid the balance on my account but then realized that Moni was no longer monitoring my home due to me being in default. At this time I called back and they stated that they could start monitoring my home again with a 12 month contract, I agreed. I was under the assumption that my hold contract was null and void since they had stopped monitoring me. Well, fast forward to today and I was told by Moni that when I agreed to a 12 month contract, that this was a 12 month extension to the original contract!!! Why would I do this?? The customer service rep never explained an extension of the contract. I even listened to the call play back. Now Moni is stating that they CANNOT AND WILL NOT reverse the 12 month extension because at the end of the call the customer service rep stated that “no other adjustments will be made” basically saying that the old contract was still valid. I explained to them by the customer service rep saying this, is was like the little fine print that no one reads. I asked them why the customer service agent never told me this would be an extension and they had no answers, they just kept referring to the statement he made at the end of the call. Moni is not willing to help. Then the manager began to explain to me that anytime you reactivate then you can either do a 12 month extension or pay the tech out right, which was never told to me to this date!!! If I would have known any of this, I would have never reactivated or even began a new contract with MONI. It seems like they are tricking and bullying their customers into longer contracts!!!! Awful!!!
    Read More
  10. User Score
    0
    March 15th, 2018
    6 people found this review helpful!
    Worst company ever. Do not purchase. Will not service unless you pay 85-135$ each time required. Which it will require often. Will NOT cover add one such as thermostat, sky bell or even the cameras that you purchase. Which means they charge you 72$ to monitor not repair without costs to you. ICE for the military has information on how many soldier complaints have been listed and it is not listed as a reputable company! Go to simplysafe! Do t waste money! Difficult contracts and oh almost forgot! Our technician walked off the job during installation 2 years ago and still they haven’t fully installed but claim service was completed! Just say no!
    Read More
  11. User Score
    0
    March 14th, 2018 Delaware, OH
    6 people found this review helpful!
    This is the absolute worst company. Do not use them. The service is terrible, the products are just as bad, and if you try to cancel the service good luck. It took my father over 6 months to cancel his service. They kept billing and calling. He finally contacted the Better Business bureau and they got it solved. Save you money and time
    Read More
  12. User Score
    0
    March 14th, 2018
    5 people found this review helpful!
    Stay away from Moni! We purchased a home which came with a fully installed alarm system. We wanted it monitored so we contacted Moni to begin monitoring our system. After 9 months we had a reduction in income and wanted to reduce some of our not needed monthly bills. When the installer came to hook up our system he said we would not have a time commitment with our contact because we already owned our system. Today I tried to cancel our service but was informed that our contract still had 32 months to go and Moni would not cancel it without paying the balance due. This is totally not right! I can understand a company trying to recoup their costs for a new system but in this case we provided everything and it was fully functional. Moni provided NOTHING, yet they still feel we owe them for service we do not want nor can afford. Buyer beware and stay away at all costs!
    Read More
  13. User Score
    0
    March 10th, 2018 Fairbury, NE
    3 people found this review helpful!
    Been on the phone for over an hour. Travel 5. Days a week and they just don’t care
    Read More
  14. User Score
    0
    March 10th, 2018
    6 people found this review helpful!
    This company has a very shady cancellation process. They just won’t cancel it. I eventually had to place a stop payment order with my bank that cost me $35. Then they had the nerve to call me saying I owed them money 4 months after I cancelled my service.
    Read More
  15. User Score
    0
    March 6th, 2018 Hollywood, FL
    4 people found this review helpful!
    Worst security company I have dealt with. From begining to end everything has been bad. Bad customer service, bad installation, bad contract negotiation. They ask you to sign a contract just to increase your premium later on without letting you know. once your contract is over get ready for the second batch of lies. They lie about the new premium, they lie about the service, they lie about everything and then you are wondering, do I really want to secure my house, my family, my belongings to this kind of people? They dont respect not even themselves. It is really a shame that companies like this one can operate in US.
    Read More
  16. User Score
    0
    March 2nd, 2018 Las Vegas, NV
    6 people found this review helpful!
    Worst customer service procedure on earth. So my alarm system beeps every 7:00pm and I called for a simple question. The first time I called for my mom they wanted to know the password to access the account. All I needed to know was where to buy the battery and he was about to argue with me why I couldn’t get that information. The second time I called I had a password, and they told me it wasn’t the right password. All I needed them to do was send a tech out to look at the alarm system yet they asked for all sorts of verification, they wanted the name of the two other contacts, and the last 4 digits of your last payment transaction. It wasn’t enough I had one. I was like your system has been offline for a month. We’re still paying for no service. Their excuse was they are a security company so they can’t do anything unless you can match their incorrect information. Sucky security company if you can’t tell your system isn’t working.
    Read More
  17. User Score
    0
    February 26th, 2018 Leesburg, VA
    2 people found this review helpful!
    Nearly hour hold times, bad service, nickel and dime when something goes wrong, have cancelled service and when I decide to get a security system again, I’ll throw away this junk and go with a reputable company
    Read More
  18. User Score
    0
    February 26th, 2018
    2 people found this review helpful!
    The worst costumer service, worst contract, worst service and the time I regret the most not have money enough to sue someone!!!!! It is a Scam security company, they should protect against themselfs!
    Read More
  19. User Score
    0
    February 24th, 2018 Clarksville, TN
    8 people found this review helpful!
    We have tried to cancel our service four times. Still being charged and every time we call on hold for over 30 mins. Then they tell us we have to talk to a different department and then they are closed at the time.
    Read More
  20. User Score
    0
    February 22nd, 2018 Phoenix, AZ
    3 people found this review helpful!
    horrible wait times on the phone, 40 minutes plus

    also i assumed account that was in my girlfriends name when we were together and once we got married I called and put Moni account in my name and now found out that they started contract all over, 36 months when we already paid a year and a half.

    Rip off

    Read More
  21. User Score
    0
    February 22nd, 2018 Ogden, UT
    6 people found this review helpful!
    I have been trying to cancel my account with Moni for months now. We moved 3/15/17 and called to put our account on hold while we built. I spoke to a super nice guy that promised to hold our account for 6 months. He also said once we moved he would drop our rate from $69.99 to $30. He was giving us new equipment and promised we’d have a 12 month contract. I was super grateful and waited to finish our new home. Moni continued to bill us even though our account was suppose to be froze. I called again 6/27/17 and was given an email stating the facts above. The guy I spoke to left Moni sometime between June and August. I called again in September to see why we were still being billed and I found my contact gone. Everything he promised was not going to be done. I sent Moni the email proving what he promised. I spoke to Krina Wheatley in January and she promised she would keep the promises within the email. I called a few days later to change the hardware from 5 door sensors to 4 and she started being very rude. I told her I did not need certain equipment and I would like to drop some and get different stuff. She informed me I was all the sudden under contract until 2020, even though the email said it was a 12 month contract, and how they original person gave me too much product anyway. I asked what I could do to cancel and she stated we had to pay every month of our remaining contract.
    All in all Moni is a total SCAM. I hope this review helps other avoid Moni
    Read More
  22. User Score
    8
    February 21st, 2018 Boiling Springs, SC
    4 people found this review helpful!
    I called to actually cancel my service but was offered vouchers to lower my monthly plan and cut it in half for two months. The lady who took my call was very helpful and friendly. I’ve never had Ana issue with them and enjoy their service
    Read More
  23. User Score
    0
    February 21st, 2018 Mansfield, OH
    2 people found this review helpful!
    We are a military family. My husbands orders state ‘dependents: yes’ but because it doesn’t state my name they will not allow me to cancel my services. Warning to military members: don’t put the account in your spouses name if you want this unpatriotic company to support you while you move about the world supporting their freedoms!
    Read More
  24. User Score
    1
    February 14th, 2018 Birmingham, AL
    4 people found this review helpful!
    Despise this company. Tried to cancel. They offered a discount rate to keep me and then I found out the discount was only for 2 years but they were extending my contract a full 2 years. Good think I asked some questions or they would have tide me a full 7 years instead of the 5 original ones. They have gone up on my rates and I need out of the gimmick. Help???
    Read More
  25. User Score
    0
    February 13th, 2018 Riverside, CA
    3 people found this review helpful!
    I have been a customer for over 15 years. I recently sold my house and tried to cancel service over the phone. You must wait for an email for the procedures that instruct you to wait for an additional email from Docusign. After they receive the doc it would take 30 days to cancel. I tried calling the 24/7 number but the recording states to call during normal business hours. I called and voiced my complaint to someone and was told I would be transferred to customer. I was hung up on. When I called back I got the same recording to call back during business hours. I sent an email complaining and did get a next day response that the document would be sent and to call customer service if not received in 3 days. This is a scam. I bet if I were signing up for service the service would be excellent. I would never recommend this company to anyone, ever.
    Read More
  26. User Score
    0
    February 9th, 2018 Costa Mesa, CA
    4 people found this review helpful!
    I have been with this company for over 2 years.I would not recommend this company. My alarm went off for no reason at 1am. I was in bed asleep. I bought the extended term plan because the salesman assured me that there would be no out of pocket cost to me if a technician had to come to my home for service. I called the next day and spoke with Tony in Technical Support who informed me that the insurance policy that I purchased requires a $50 co-pay. What insurance policy? The salesman never mentioned a policy or a co-pay. They will tell you anything to get a contract. Buyer beware!
    Read More
  27. User Score
    8
    February 8th, 2018
    3 people found this review helpful!
    Signed a 5 yr contract with Moni when we built our house as the developer was promoting them and it was the easiest option. Four yrs of paying $48/mo was too high so I called yesterday and negotiated a reduced rate of $32 + tax/mo. And that rate is frozen as long as I’m a customer.

    I have no issue with the equipment or tech support so I’m satisfied. Maybe could have gotten a slightly lower rate but would have required new equipment and didn’t wan the hassle.

    Read More
  28. User Score
    0
    February 5th, 2018
    3 people found this review helpful!
    AWFUL customer service. Takes over 30 days to cancel the monitoring service and even then, they kept it active so I was receiving calls regarding the alarm going off in a house I no longer owned. Never again will I sign with Moni.
    Read More
  29. User Score
    10
    February 2nd, 2018 Vancouver, WA
    2 people found this review helpful!
    I was going to cancel my Moni service due to personal financial reasons. I spoke with a customer service representative and received unbelievable help and understanding. Thank you for your help and assistance!
    Read More
  30. User Score
    0
    January 28th, 2018
    8 people found this review helpful!
    I have been with this company almost 2 years and my alarm system has never worked properly. It goes off at odd hours for no reason and have had 5 false alarms, some while I was at home! The only way I knew the alarm “went off” was when a cop showed up to my door. I try not to use the system because I’m going broke paying for false alarm fees. Whenever I tried to have a technician come to look at the system, nothing would ever be resolved or else they would only give me times they could come out which did not work for my schedule. I’ve never been so unhappy with a company and can’t believe that I still don’t have a properly working system. This last time I talked to a manager and he said he was so sorry about the history I’ve had with the company and would like to offer me $10 off for my monthly bill. I said sure!! Then he was going over the terms and said it was a 20 month extension on my contract!!!!! NO THANK YOU! WHY WOULD I EXTEND A CONTRACT FOR A SERViCE THAT DOESN’T EVEN WORK!?!?! If anyone can please let me know a way to get out of this contract I would be extremely greatful. If it’s not clear already, I wouldn’t recommend this security company to anyone, not even my worst enemy..
    Read More
  31. User Score
    1
    January 27th, 2018
    3 people found this review helpful!
    I wouldn’t recommend this company to anyone. I installed a camara system with company, later on I was diagnosed with a unforseen illness. I called and wrote this company telling them know I had to go out of business to save my life and start treatments. The only thing they was caring about was keeping money going. This was the ONLY COMPANY that gave me a hassle. I end up going to bank to put a permanent stop payment on my account.
    Read More
  32. User Score
    0
    January 26th, 2018 Raleigh, NC
    2 people found this review helpful!
    If they increase your premium annually citing a 5% clause in their contract and you signed a 60 month contract and you are inside those 60 months- MONI violated the terms of the contract and nullified the contract. Don’t negotiate a payout with them if they did this to you. The first time they increased your monthly fee- they VIOLATED the contract rendering it null and void.
    Read More
  33. User Score
    0
    January 24th, 2018
    4 people found this review helpful!
    This is a scam of a company. To cancel the service I have had to make multiple calls and still they kept drawing service charges from my bank. All their equipment has been disconnected in my home and they blithely charge away. Each time I call customer services I get put on hold an average of 30 minutes!

    Also, original contract was for a GUARANTEED price for a period of 60 months, yet they have been charging my bank account several increases over the past few years WITHOUT first informing me and also RENEGING on the contract.

    Total scam outfit!!

    Read More
  34. User Score
    0
    January 23rd, 2018
    3 people found this review helpful!
    We recently switched our wireless provider to Xfinity. In doing so, we had to change the network on our doorbell camera and interior HD camera. The doorbell camera didn’t seem to have an issue connecting, but I spent 2 hours on the phone with technical support only for them to tell me that they cannot get the interior HD camera that we are paying for to connect to our network. They are trying to tell me that Xfinity is probably the problem. I asked if they have other customers on Xfinity that are able to connect that camera, and she said yes. So, apparently Xfinity is not the problem. They told me that they will not exchange the non-working camera because they do not warranty them because they are for “personal use” only. The only option they would give me is to purchase a new HD camera from them at over $200. Incredibly dissatisfied with their unwillingness to replace their own malfunctioning camera to keep a client happy. I was promised working interior HD camera service when I signed up and their camera doesn’t work. Had I broke the camera, I would gladly pay for a new one, but it is on them, so they should have to replace it. On top of that, they said they would be willing to send a technician out to see if they could troubleshoot the camera, which may or may not help at all, and that I would, of course, be charged a service fee to have the technician come out and take a look. With an expensive service where the doorbell camera and HD camera (when it was functioning) only connected half the time, I would expect much more from customer support to be able to remedy issues and situations like these. Very dissatisfied customer. I was on hold initially to speak with an support person for nearly 40 minutes before I finally got to speak to a real person as well.
    Read More
  35. User Score
    0
    January 23rd, 2018
    4 people found this review helpful!
    WORST CIMPANY EVER… I HIGHLY ADVISE YOU DO NOT USE THIS COMPANY… MY SYSTEM HAD ISSUES , I CALLED MULTIPLE TIMES TO HAVE A TECHNICIAN COME OUT, FIRST I WAS ON HOLD EACH TIME FOR 30 min TO AN HOUR AND A HALF… EACH TIME WE SET UP A DATE THE TECHNICIAN NEVER SHOWS UP, I TRY TO CANCELL AND IIM THREATENED WITH A VERY HIGH CANCELLATION FEE… TILL DATE I CURRENTLY HAVE NO SERVICE THAT IM OAYING FOR….
    Read More
  36. User Score
    0
    January 19th, 2018
    5 people found this review helpful!
    We are no longer with this company for several reasons. The response time is ridiculous. On one occasion, the monitoring rep seemed to be asleep when they did call us.
    Customer service is not great. The extended wait times and the over verification of information needed just to pay your bill is ridiculous!
    Read More
  37. User Score
    2
    January 18th, 2018 Mason, OH
    4 people found this review helpful!
    Horrible customer services. The security features itself was good. The price, the equipment, the monitoring was all pretty good. The customer service is horrible. They make it impossible to cancel the service. Have been on hold for hours with no luck.
    Read More
  38. User Score
    0
    January 17th, 2018 Las Vegas, NV
    7 people found this review helpful!
    It was never disclosed that…
    1. ring doorbell would only record 30 seconds of movement.
    2. the charge on the cameras would only hold for 3-5 days.
    3. there would be excess charges of $90+ when the alarm actually goes off.
    4. there would be excess charges to simply use the ring app.

    When I called to discuss the surprise bill for when my alarm went off, I was transferred without being told, the arrogant account manager argued and kept over talking me, he continued to interrupt me and state “i don’t care, we will just put you in collections”.

    This company is completely dishonest for not disclosing excess fees and how crappy their system works. I highly advise anyone looking for a security system to NOT EVER USE MONI aka monitronics!!!

    Read More
  39. User Score
    1
    January 17th, 2018
    2 people found this review helpful!
    I have been with Moni for about one year and have had nothing but problems with this system. Mine is simple, 2 motion detectors and door and windows and a Skybell. The day after installation it failed, motion detector malfunction. Moni charges $50 just to come out. Took over one week to get a tech out who changed out the faulty sensor.

    Most recent, went on vacation and the whole system failed. Now I have learned that this malfunction has caused the system to not notify alarm company. The alarm will activate for no reason. We turn off system and go outside and the alarm goes off.

    This company knows nothing about customer service, I’d change but I am locked in with these thieves for two more years. Find another company, I was with Brinks for years and only had one issue. The company was there that day and fixed it at no charge to me.

    Read More
  40. User Score
    0
    January 17th, 2018 Concord, NC
    4 people found this review helpful!
    The worst “service” I’ve ever had. Nothing but problems and rates continue to increase. Been in a contract with them for 3 years and they will not all me to cancel it. Shame on me for signing a 5 year contract, but they were a different company (literally under a different name) when i signed it.
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  41. User Score
    0
    January 16th, 2018 El Cajon, CA
    2 people found this review helpful!
    The absolute worse company I have EVER dealt with! Everything about them was handled in a shady, underhanded manner – from the original lack of contract to the final payment billed 2 1/2 months after cancellation! Never been more dissatisfied with a company.
    Read More
  42. User Score
    0
    January 15th, 2018 Seattle, WA
    4 people found this review helpful!
    We were told when we signed the contract was for 2 years with a different provider. Moni bought them out. When our motorhome was missing from its parking spot and it took 12 hours for them to contact us it was over 400 miles away. My husband called to cancel the service. They said he could not cancel until Dec 2017 so we continued to make the payments. When I called to cancel the service in January 2018 we were told we could not cancel until July 2020. We had a 60 month contract.
    The customer service people can not do anything to resolve issues. When my husband said he was going to contact the BBB that said there was nothing they could do.

    Avoid this company as you are paying for nothing.

    Read More
  43. User Score
    0
    January 14th, 2018 Jersey Shore, PA
    5 people found this review helpful!
    (Moni)tronics is a rip-off. They provide no service other than to monitor your alarm system; a step that can be eliminated. When the alarm goes off they call you and dispatch the police if you request. That is all they do. There is no follow-up. You as the customer have to call the police who then tracks down the officer to ask them to call you back in order to find out whether or not your home is secure which takes at least an hour in most of our cases.
    As a customer you’d be better off purchasing a system like Smart Things and / or placing motion sensors in your home that notifies you by phone of an activation. I use that in my other home and it does just as much for free and is a lot faster.
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  44. User Score
    0
    January 11th, 2018
    2 people found this review helpful!
    This is the worst company I have ever delt with in my life. They are not willing to work with you at all after signing the contract unless it makes more money for them. They refuse to do anything that would affect the bottom line of the company in a negative manner regardless of customers burden and special circumstances. I would never recommend this company. As soon as I can I will drop them as my security provider.
    Read More
  45. User Score
    1
    January 11th, 2018 Laredo, TX
    1 people found this review helpful!
    I ordered two additional cameras and a WiFi booster to ensure all my cameras worked well. The two additional cameras and my WiFi booster have not come in and it has been 4 weeks. A big set back especially because it was a Christmas Gift. Text message customer service tried to handle my complaints but did not offer any discounts or compensation for the stress and not delivering what was ordered.
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  46. User Score
    0
    January 9th, 2018
    1 people found this review helpful!
    We purchased a security system from a local company on a three year contract. When we were ready to move, we called to cancel the contract and were told it had been sold to Monitronics. When we called Monitronics to cancel with them, they told us we had a five year contract. I called customer service to find out what options we had and the rep hung up on me. I called back and the next rep said we could pay the entire balance at once or pay it monthly. Those were our options. We moved and paid the next two years of bills without installing the system because they told us we would have to sign another one year contract if we wanted the equipment installed.

    When the contract expired, I called customer service again and when I told the rep I wanted to cancel, the call (again) was disconnected. I called back immediately and received a recording that the office was closed.

    I am currently on the phone with them trying once more to break up with “Moni” forever.

    Read More
  47. User Score
    0
    January 9th, 2018 Georgetown, TX
    4 people found this review helpful!
    Impossible to cancel service. Will not answer phone calls. On hold for hours with no one ever answering.
    Read More
  48. User Score
    2
    January 8th, 2018 Fayetteville, NC
    2 people found this review helpful!
    I have been a loyal customer of Monotronics (Moni) for 8 years. Now that I need to cancel the service, I find they have a month long process for canceling and that they must be contacted by phone. However, they don’t have anyone answering the phone for that ‘process’. I have been on hold for over an hour.
    Read More
  49. User Score
    0
    January 6th, 2018
    0 people found this review helpful!
    My system was down for 3 months they new it was down and never notified us . They want to be payed for those months and the service call to repair it.thats not going to happen.so now we get phone calls from them three or four times a day
    Read More
  50. User Score
    0
    January 5th, 2018
    2 people found this review helpful!
    I’ve got a similar issue.
    We signed with another company for 2 years after contract was up we signed what we thought was another 2 year contract, then after Moni bought them we were told it was a 5 year contract. Not sure where the disconnect was. Either way, about 3 years in, we sold our house and my wife was told cancellation was not a problem.

    After cancelling and moving, we continued to be billed for service and when my wife called she was told we can’t cancel since we’re under contract. The only option was to transfer service, but we don’t even have cable, satellite, wifi, anything available at our new house and the main reason we renewed our contract to begin with was for the use of cameras and mobile access to them. We also have a privacy fence and gate around the entire property with lots of large dogs & no need for a simple alarm system.

    However, after making several calls to Moni asking why we were told we could cancel, they continued to tell my wife she never signed the paperwork so we were responsible to pay the 4 or 5 months since canceling and continue to pay for another 2 years at $65 a month even though we don’t have the service. They also continue to send bills and harass my wife calling her 4 times every single day.

    After reading the seemingly helpful comments from Moni on Facebook to other unhappy clients like me, I decided to call myself.
    When I asked why we were told we could cancel, I was first told my wife didn’t sign the paperwork but I had the docusign screen capture to prove it. Then I was told i “have the right to cancel, but you’re still under contract”

    She told me they could provide me with $1500 worth of equipment to continue in conract. I suggested they keep the equipment and that’s almost exactly equivalent to me paying $65 a month for the 23 more remaining months of my contract, but the person I spoke with firmly told me that was not an option and shot down every other objection and question I had as well.

    After she continued to speak over me and interrupt me I got frustrated and
    I finally told her that if she wasn’t willing to work with me, and if she has the authority to say that’s the final call, I would make sure I shared this experience with everyone I can. Her response was “you have that right, but make sure you explain that you’re under contract”.

    I can’t imagine how a company would want to remind me 4 times a day how awful their business practices are, and would want me to pay $65 a month for their product I no longer have any use for after making it sound like cancellation was no problem due to our circumstances. I have NEVER posted anything negative about any company, anywhere until now. It makes me wonder why there’s no option to review Moni on Facebook. I’m extremely unhappy with this situation and if I should ever have security monitoring needs again this is the very last company I would consider. Total lack of customer service and extremely rude lady I talked to.

    I don’t know if the admins responding on these claims are truly being helpful or if it’s more false PR, but this account is my last offer to Moni to redeem themselves.

    UPDATE:
    If anyone happens to be interested, after going back and forth on this issue today this is what they came up with.
    You can clearly see they “never want to make cancelling service an unpleasant experience”!

    The “past due” amount is the accrued charges since the day we cancelled this garbage service.

    Take note that the language at the end of the first paragraph is misleading/ confusing. What it actually means is that our cancellation is effective only in keeping us from being continually charged after the end of the contract schedule.
    Also, my wife was told the docusign was being sent over to effectively cancel service since we were MOVING- and in the midst of all the chaos that comes with moving she may have signed something other than what they said they were sending us. This appears to be a common practice for them, like when they turned our “2 year” agreement into a 5 year contract.

    PLEASE DO NOT BUY THESE BOGUS PR FACEBOOK COMMENTS ABOUT THEM BEING SO EAGER TO MAKE CANCELLATION A PLEASANT EXPERIENCE.

    After speaking to so many different representatives,
    I am convinced at this point that MONI as a company is uninterested in customer satisfaction. We were duped into a contract 2.5 times longer than we were told, then sent yet another contract that was other than what we were told (I know, fool me twice shame on me), and now they want us to continue to pay this ridiculous amount for unrendered, un- needed service.

    WORST COMPANY TO DEAL WITH EVER!!!

    From Moni:

    “It was a pleasure speaking with you today, attached is the copy of your alarm agreement and letter sent that explained that the contract will not close until the contract end date. We have received your cancellation letter via DocuSign which has set the account to cancel at the end of the contract term to avoid changing to a month to month renewal term.

    In our call today, the buyout amount was presented to you in the amount of $1797.60 (22 months remaining as of today x monthly bill $60.42 = $1329.24 + past due balance $468.36 =$1797.60). The first offer was to transfer the service to your new home but was declined which then the final offer was given to discount 20% ($359.52) off of the buyout amount. You are responsible $1438.08 and the account will close once that payment has been received. To some that buyout amount may be too high to pay all at once so we are willing to apply the credit of $359.52 towards the current balance which leaves the balance at $108.84 to pay and the remaining time on the contract will continue to be billed monthly until service ends on 11/17/2019.

    You have asked to call back once you have spoken to your husband, so there were no changes made to your account. Your account is currently still 180+ days past due so please contact me as soon as you can about your decision for this account. Feel free to reach me M-F 8AM-4:30 PM Central Time.

    Thank you,

    Jessica E.
    Digital Support Account Manager”

    Read More

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Our Score
7.7
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
694

Overall Score

Based on ranking criteria
7.7 /10

Protect America

Compared to industry leader
9.0 /10
Our Score
9.0
User Score
7.9
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
2,277

Overall Score

Based on ranking criteria
9.0 /10