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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 I was not informed that this was in fact the case until the monthly amount was withdrawn again for the month after I had moved even though I had called several times trying to make sure there were no issues with my cancellation.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
    0
    October 9th, 2017 East Hampton, NY
    1 people found this review helpful!
    bad customer service, sales person makes false statement. Bad installation schedule, installation guy does not show up as scheduled. Never use this company for your home security. Difficult to cancel contract.
    Read More
  2. User Score
    0
    October 6th, 2017 Hayden, ID
    2 people found this review helpful!
    DO NOT USE THIS SERVICE! While on vacation received call of alarm at our home. Advised them to please initiate check on residence as we were out-of-state. Was told we would receive contact to let us know situation. No call, called back but because it was after hours unable to get thru. We were left to worry ALL night about our residence. Called alarm company back first thing in the morning, they indicated that they did not initiate a check! Not happy! Tried to cancel service then and there but locked into contract. Cancelled service immediately after expiration of contract in May 2017, continued to receive billing. Contacted customer service multiple times, complied with all requirements (one phone call had to have husband on the phone to cancel [what?]; another a signed form [that they didn’t send us] was required), in the mean time they continued to bill us and threaten collections. THE WORST EVER!
    Read More
  3. User Score
    0
    October 5th, 2017 Fairhope, AL
    1 people found this review helpful!
    When cancelling customer service tells you one thing but then billing department have another set of rules and then required extra payments. They have never lived up the yearly maintenance that they promised and had sevice cost increases which they said they would not do
    Read More
  4. User Score
    0
    October 4th, 2017 Rio Rancho, NM
    1 people found this review helpful!
    Monitronics Home Security SUCKS! We have been a customer of theirs for almost 11 years. They forced us to update our system. We let them and shortly after we started to get false alarms. I called them in to fix the p[problem and their tech said the equipment was too old and we needed to update the entire system. I called them and they wanted to charge us $200 down and $50/mth for 5 years! I told them to screw off and cancel our system. We were no longer under contract so I figured no big deal. Just found out they have a 30 day cancellation so they are charging us for one more month! THEY ARE A RIP OFF COMPANY WHO’S SERVICE SUCKS! STAY AWAY FROM MONOTRONICS! PS: They now call themselves MONY probably because they ruined the old name with being so bad!
    Read More
  5. User Score
    0
    September 29th, 2017 Portland, OR
    2 people found this review helpful!
    They took advantage of my 86 year old mother who can’t hear very well. Showed up at the door and said they were with Nationwide and needed to change her monitor. All of a sudden she is with Moni and she had no idea what had happened. These people are scum. She canceled because her alarm system was down for three days and no one had contacted her. Who needs it. She canceled on July 29th. The took a payment out of her checking account on 8/3. Whether it is for July or August, she is paid up. On 8/29 they asked for another payment because she cancelled her automatic deductions. To cancel she emailed and they said you need to call. When she called they said you need to write and sign a letter, so she did. When they sent the bill, she sent a copy of the letter. They just sent another bill.
    Read More
  6. User Score
    0
    September 28th, 2017 Longmont, CO
    3 people found this review helpful!
    I just want a solution to get my camera to work correctly and after a month or more of calls for help in getting no where. So upset over all of this and stressed. After reading about trying to cancel if and when I need to sounds like a nightmare. Sounds like I need to call trouble shooters at my local news team to get people to care and help.
    Read More
  7. User Score
    0
    September 27th, 2017
    2 people found this review helpful!
    Our system has never worked right from the beginning. We’ve had several technicians here but has never been able to fix our problem. I would never recommend!
    Read More
  8. User Score
    0
    September 26th, 2017 Memphis, TN
    1 people found this review helpful!
    I called to cancel my service in May 2017 because the house had sold. I continued to receive monitoring bills for a service that was no longer active and a house I did not own. In July I called back to inquire why I was continuing to be billed for a service I had canceled. I was told Moni send me a document to sign, that I do not recall receiving and a search of my email including spam and trash did not turn up. They resent me this document which I signed and returned. Moni continued to be bill into August even after I had signed their required document. Now in September I have been turned over to a collection agency to pay a bill for a service that I had canceled and for a house that I no longer owned.
    Read More
  9. User Score
    0
    September 26th, 2017
    1 people found this review helpful!
    I have been trying for a month to get information about cancelling our contract. My husband died, our house was sold, and I have moved to another state. No one at customer service will give me a valid address (e-mail or otherwise) to address this issue.
    Read More
  10. User Score
    0
    September 24th, 2017
    1 people found this review helpful!
    I have not had service for over a month as I called to have system reconnected up after having impact windows installed. Tech showed up and refused to do it as he claimed company told him it was a different type of service call and that he did not have time to reconnect the system. At that point I decided to go with another provider and made four attempts to cancel service,however every time their customer service refuse to let me terminate their services even though I am not under contract and I go month to month. They are scam artist who try to find everyway to not to end the business relationship regardless of the customer’s wishes. They should be investigated for fraudulent and unethical business practices.
    Read More
  11. User Score
    2
    September 22nd, 2017 Hattiesburg, MS
    1 people found this review helpful!
    I have experienced nothing but lies while dealing with customer service. When they installed in our neighborhood the salesman said that he would take care of the balance on our existing security system term. His whole sales pitch was based on him being associated with GE who is the name brand of the equipment installed, and that they had been rolling through neighborhoods updating security systems this way. In the end, I had to pay off my previous contract with the other company.
    It was annoying from the start and I regretted making the switch to this company. When they installed the system the guy was in my house until 11:30pm and still had to come back the next day to finish.
    The name of the company was different at this point and apparently Monitronics bought them out. When we noticed this we asked if we could be given a new sign for the yard with their name rather than the other company. They sent it to us…with a bill for the sign.
    The contract was for 5 years which is a long time to be stuck with something that you were weaseled into. We sold this house this year and there is still a few months on the contract. I explained all of my hassles to the representative and he gave me the impression that I would be taken care of well. He said that I didn’t have to worry about the remaining months on the contract given my worries. He said that the issues I had with the salesman and install in the beginning was at fault of that company and that he didn’t want that to give them a bad reputation. So, he sent me details for a system for our new home and said that he would give me some time to consider giving them another chance. I was considering it given that he had a good point but now I see that he didn’t do what he said that he was going to do. The other service for a home that I don’t even own any longer was not cancelled. I was still having the bill auto-drafted for it. I called and stayed on the phone for another 40mins to be told…sorry but I can’t help you. I just have to pay a bill for a security system in someones home. They said that the new owner could pick up the bill but that would require them calling in and asking to setup a contract. Why would he do that? He is getting it for free now.

    Just expect to be lied to from people associated with this company. They will say whatever to just get you off the phone.

    Read More
  12. User Score
    0
    September 21st, 2017
    1 people found this review helpful!
    they are a terrible company to deal with they are liars and thiefs we cancelled are service and still owed money which was false we cancelled three months before we moved and was told over and over agin we owed nothing but lo and behold we owed 25 dollars, they called my wife like 6 times a day, I repeat never do business with them, their customer service department sucks and it is full of liars, every time you call them they give you another answer, we talked to Miguel and he said we owed nothing but then a week later we were told we owed 25 dollars, this company is a joke and should be put out of business. I will be filing complaints with my attorney general of my state and also the comsumer protection buaarea of the united states govt. This company should be put out of business the way it treats people. I REPEAT NEVER DO BUSINESS WITH THEM YOU WILL BE SORRY
    Read More
  13. User Score
    0
    September 21st, 2017
    2 people found this review helpful!
    This company is a scam. The cancellation fees are over the top. The contract is 5 years and if you want to cancel your fees could be over $2000. Please do not use this company for your alarm system
    Read More
  14. 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
  15. 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
  16. 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
  17. User Score
    0
    September 20th, 2017 Irving, TX
    2 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
  18. 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
  19. 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
  20. 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
  21. 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
  22. User Score
    0
    September 13th, 2017 Germantown, MD
    1 people found this review helpful!
    disturbingly unhelpful and rude , not worth it!
    Read More
  23. 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
  24. 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
  25. 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
  26. 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
  27. 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
  28. 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
  29. 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
  30. 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
  31. 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
  32. 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
  33. 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
  34. User Score
    0
    August 25th, 2017 Altus, OK
    5 people found this review helpful!
    ***IMPOSSIBLE TO CANCEL SERVICE***
    My elderly parents switched from this company to ADT in MARCH. My father called to have the service cancelled and was told they could not process the cancellation until the cancellation policy was signed. Document received via email, form signed, email sent back to company. Fast forward- dad’s bank was charged. Called the company and told again the cancellation form was needed. Rinse and repeat of signing of the documents and myself resent the document TWICE. Dad’s card charged again for April, May and June until we finally cancelled the payments with the bank. Present day- received a call yesterday from the collection department saying the balance is due and will continue to be due until the forms are received. I spoke with a supervisor by the name of Anita and explained my parents WILL NOT pay for something they no longer and have not used since March. She was even told to cease all calls and not to contact my father regarding payment because it will not get paid. Response we got was “yes, I understand. I apologise for any inconveniences. I will note the acct to stop further communication. Thank you for your time”. 15mins later they call again. Received another call today from the collections department and was finally told that they did receive the cancellation on July 25th from us but that we still owed for those services. Nope! For 2 reasons 1. We have not touched, signed or emailed those documents since April. 2. My parents were on the road on the 25th if July so that wasn’t even possible. Which means the cancellation form that magically appeared was from March/April when we originally sent them. Also meaning this company owes a credit to my father.

    This company makes it difficult to cancel and will continue to harass payment for services they are not even providing.

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  35. User Score
    0
    August 24th, 2017 Addison, TX
    4 people found this review helpful!
    Moni Smart Security or Monitronics same company has fallen so far of the spectrum regarding the level of service they provide. They used to be customer focused and now they are strictly about how much money they can siphon from you for the longest term of the agreement. The employees must not be well treated because it comes across in the the way they provide service.
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  36. User Score
    5
    August 24th, 2017
    2 people found this review helpful!
    Expensive lengthy contract. Doesn’t meet my needs and wasn’t able to get the security door handle I wanted. when I called to inquire about my contract I found out how expensive and lengthy it would be and “qualified” a small rebate of approx $20 a mos for 34 months. When I did have a false alarm. By the time they reached me to verify the alarm My daughter had tried to call me herself to tell me that it was her that set it off. I was away on vacation. I am generally unhappy with the service. Though everyone was friendly i have not had good satisfaction with what i needed.
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  37. User Score
    0
    August 23rd, 2017
    1 people found this review helpful!
    Claim new contract was signed and new panel installed? Never happened? No proof from company. Been going back and fourth with no assistance for over 3 months
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  38. User Score
    0
    August 23rd, 2017 Columbus, GA
    1 people found this review helpful!
    This company is terrible. I had my service with them just over a month when the camera quit working. I called to have it fixed they sent out a company to come fix it. It showed that it just needed to be replaced instead of fixed. The guy they sent out couldnt figure out how to connect the new camera to our wifi to get it to work. I ended up having to step in and connect it myself since he was useless. Three weeks later i get a bill for $315 for services. (first of all i was never given a price of the services when asking moni about it they stated that the technician would let us know the price. to which he never spoke about a price. Second the camera wasnt even a year old it should of been their responsebility since thier cheap equipment went out) So after talking to a moni rep she stated that we did owe the money and that we could pay a little at a time. After i made my first payment of $50 (which i was going to do $50 a month) i started getting calls saying i have an overdue account balance. After the 2nd call i called them back to see what was going on a rep told me everything was fine with the account and i could continue with the making payment method i had previously spoke with them about. From that point on i have been getting harrassing automated calls about 4 times a week for saying there has been a change in my account and i need to call them to handle it, or it would state that i had an over due balance that needs to be paid in full. All of this is going on and while im on the phone with them they inform me that my rate has went up, and that this rate change has affected all customers. After argueing with them about that and threating to cancel my contract with them they took this “rate increase” off and put me back at my original rate.

    This has to be one of the worse companies ive dealt with.

    Read More
  39. User Score
    0
    August 22nd, 2017
    2 people found this review helpful!
    Horrible service and when u cancel they milk you for 30 days instead of canceling once you sign the forms
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  40. User Score
    0
    August 10th, 2017
    2 people found this review helpful!
    Horrible customer service. I was lied to about my contract. I wish I could choose 0 stars as a review but it won’t let me. I was on the phone for over 2 hours trying to negotiate my contract and transferring my service to a new home but would have had to sign up for another 18-36 months. I paid the cancelation fee and took the hit rather than do service with this company. Charges changed many times during our conversation and can’t trust what they said. Won’t be doing any sort of business with this company again.
    Read More
  41. User Score
    1
    August 8th, 2017 Brooklyn, NY
    3 people found this review helpful!
    All I wanted to do was cancel my service, but Moni will not let you cancel. I been with them for 4 years and I only had a 3 year contract. Stay away!
    Read More
  42. User Score
    0
    August 7th, 2017
    2 people found this review helpful!
    Moni bought out a company called Capitol Connect.(Which we had no idea of) Capitol connect (which I’m not convinced is not just a DBA) sent over door to door salesman that LIED and sold us a bogus deal and contract and Moni isn’t helping resolve the issue.
    The salesman stated that we would be getting upgraded equipment at no additional cost only to have to switch over and finish out the rest of our 1 year ADT contract. That was not the case; apparently signing a NEW 5 year contract! We are renting and would never sign a 5 year contract on something we rent let alone the lease was up the following year. So now we have 36 months left on this contract that we are responsible for and when called to cancel and stop payment their version on customer service is to threaten Our credit by sending to collections!
    We called 4 different times and each time asked to be transferred to a supervisor and they would not do it! Refused to even! As if our concern was not important enough. Its hard to believe that such a big company (#2 in security of all the USA) can do absolutely nothing to help the situation.
    When you buy a company, their faults become your faults and it’s apparent that they don’t care that they have customers locked in to shady contracts as long as they’re profiting.
    Also, they have not responded to one alarm that has went off!Their call center must be closed, non existent or in a meeting like the supervisors we asked to talk too!
    Read More
  43. User Score
    0
    August 3rd, 2017
    5 people found this review helpful!
    The worst company ever! Would not recommend it to anyone! They cannot solve any problems even when the problblem was created by them !
    Read More
  44. User Score
    2
    August 2nd, 2017
    4 people found this review helpful!
    My system was installed by Guard Me Security and after one yr my contract was sold to Moni. Had no issues until Moni took over which I was never notified about. Now have no alarm system working and after many hrs on hold for 4 days they say they only have one company in my area for service which has told me that they don’t service anyone other than their own customer? Guardme had many as at least 3 were here on service calls in the beginning. After many calls was transferred to a man who said he would make everything right and would call me yesterday but no call.. Have checked with local installers and have found that some used to service Moni but had problems getting paid for their work so dropped them. Would not recommend as their customer service is horrible!
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  45. User Score
    1
    August 1st, 2017
    5 people found this review helpful!
    This company is unethical and a nightmare to end your contract. Tried to start my cancellation of the contract six months prior and they would not let me do that. Then sent a cancellation notice with my next to the last payment and said that I wanted a final bill. It was incorrect. They continue to threaten me and demand extra payment and late fees. Will have to go to collection because I refuse to pay them anything extra above my 60 month contract, which they violated with an increase in fees.
    Read More
  46. User Score
    1
    July 30th, 2017 Clinton, MD
    5 people found this review helpful!
    Our security system stop working, contacted Moni Security to have someone visit our home to fix the problem. No tech support came the first day. We called Moni Security a second time regarding the issue. Another tech was scheduled to arrive. Again, a NO show. We are very disappointed with their service. We are canceling with Moni Security and going with a new conpany.
    Read More
  47. User Score
    0
    July 30th, 2017
    5 people found this review helpful!
    DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES!!

    I have been attempting to cancel since May 2, 2016 (a date just confirmed by their billing rep on 07/30/17).
    They have managed to keep billing me even after a credit card account was closed due to potential fraudulent activity – they were rolled over into automatic billing with my new account.

    I was told today that I would have to talk to their cancellation department during normal business hours and that I would be required to send ANOTHER cancellation letter, with very specific things listed. I ALREADY DID THAT OVER 1 YEAR AGO! I do not have an email copy because I was told it had to be a physical letter. THIS TIME IT WILL BE SENT REGISTERED MAIL. (Plus – who doesn’t use email communication this day in age? Someone who wants to be able to claim they “never received” a letter??)

    I will post this on any site I can. After having used another alarm system consistently for 15 years, I never really used this one (because it didn’t work well, repeated back-up battery issues, expectations that I would do any repairs DIY, etc). I paid for something I wasn’t using for far too long before deciding to cancel. AND THEN WHEN I DID CANCEL, THEY HAVE CONTINUED TO TAKE MONEY FROM MY ACCOUNT.

    Read More
  48. User Score
    0
    July 30th, 2017
    4 people found this review helpful!
    This alarm was faulty and did not go off when we had a break in. I had all the equipment removed and got a new system immediately. When I tried to cancel they told me I had 600$ left. I told them I REFUSE to pay for something that doesn’t work.
    Read More
  49. User Score
    3
    July 27th, 2017 Wilson, NC
    8 people found this review helpful!
    ***THYE FOLKS MAKE IT IMPOSSIBLE TO CANCEL SERVICE**** BE WARE***

    My elderly parents sold there home in Oct 2015 and as of July 2017 We are still trying to cancel acct. We have spent hours calling and dealing with customer service that is not willing to explain or assist. Parents were told that they would have to mail a written request which they did 2 times- still a no cancellation due to letters were not received. Gave them an email address, said it would take up to 72 hours to receive email- if you do not open email within 5 days it cancels and you cannot use the link. BUT- it took from 5/7/2017 to June 6 2017 to receive the email- which was not expected at that time so it was cancelled out by MONI. I called to have cancelled again 7/27/2017, was told 72 hours which I stated was a total joke. Young man who was very kind did have email come through quickly- Docusign cancellation form- we completed and submitted. Received email which looks to be a comfirmation- BUT….***BE WARE*** look closely and mid-way down the page is a statement that says- All parties have signed MONI- “Action Required to Complete-

    If you have requested to cancel your service with MONI, we would like the opportunity to change your mind, please call customer service to receive quote @@$#[email protected]#$^^&&. We are sur eyou will change your mind, AFTER you have heard your offer and you STILL WANT TO CANCEL your service you MUST CLICK ON THE REVIEW DOCUMENT LINK BELOW TO COMPLETE YOUR REQUEST, this link will expire in 7 days.

    So guess what, if you don’t read this email which comes to you as a “confirmation of our request” – and click on the link below ******* WHICH DID NOT EXISIT*** there was NO link below this statement that said “REVIEW DOCUMENT” as it stated. So I called so that I could verify that it was 100% complete- after having to argue for almost 35 minutes with CS and then putting me through to another department- Cancellation was received BUT would take 30 days to process- WHAT. Told cancellation would be finalized on August 28 2017. So I asked if there acct would be drafted in August since the request had been received and was in process? Was told YES because they due date is before the 28th of the month so the acct would be debited! So I would rather they pay the bank $36 for a stop pmt than to give that company another $40.20 for services that they had NOT provide but collected a fee for for over 12 months –

    Read More
  50. User Score
    0
    July 25th, 2017 NY
    6 people found this review helpful!
    Please do not waste your time with this service. This has been the worst customer service experience I have ever seen. Very “nice” people who will not act to close the account, causing multiple calls and massive additional charges.
    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