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1.4

We have had this service for 2 years. In that 2 years, we have not been satisfied on any level. There were times when we were out of town and the alarm went off. Since we did not have cell service, Monotronics was unable to get a hold of us. After an HOUR of the alarm going off, they called my Mother in Law (the #2 person on the emergency call list) at 4 am to ask if she thinks they should send a police officer out. AFTER AN HOUR!!!!?? Why wouldn't they just call the police if they couldn't get a hold of us? What if it was an emergency and we were in danger? An hour!?? Why bother at that point?

After multiple false alarms, we were talked into having service guy come out to see what was wrong with their system. We were NOT told about the 25 dollar fee. We were pissed about that but what made us even more mad is that it was faulty because it was installed wrong!! The sensors were placed too far away so when winter hit and a little frost formed on the sensor, they wouldn't connect because they were too far away. The tech resolved this by putting a magnet on the sensor. We didn't have any malfunctions within the 90 day warranty period because we had the system installed in May so the 90 day period was during the summer.

EVERY time we have had to call them, we tell them that we are not satisfied with their service. We never have been. Even when the system was installed- the guy who sold us the system told us the installation fee would be waived. I guess he "forgot" to tell that to the installer because he was unaware of that.

We were also hesitant to get the system in the first place because we had planned on moving within a couple years. We were told that moving the system would be no problem at all. Sure- If you have had the system for over 12 months they will waive the 200 dollar move fee BUT YOU HAVE TO SIGN ANOTHER 5 YEAR CONTRACT!!!!

Nothing is done for an unsatisfied customer. You can cancel the service but you still have to pay for it? Ridiculous! Their web site boasts about all these awards that they have won for customer service... Well.. Here is an unsatisfied customer and they wont do anything about it when we call them.

Reason of review: ALL OF THE ABOVE!!!!.

Monetary Loss: $2000.

Preferred solution: Let the company propose a solution.

Monitronics Cons: Cancellation policy, Phone customer service, Cancellation policy of paying entire remaining term, Way the system worked from the time it was put in.

Location: Minneapolis, Minnesota

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Monitronics C

Hello,

We're very sorry to hear about your recent experience and we would like to investigate this further to address this matter. Please email us at monisocial@monitronics.com with your account information so that we may begin our investigation. We look forward to speaking with you and addressing this matter.

Sincerely,

Monitronics Executive Response Department

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