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1.4

I signed up for Monitronics. Sold property, no longer able to use services.

Told by rep my service was cancelled. Still getting bills & threats. I signed up for Monitronics security monitoring services. At the time, the sales rep said we could cancel at anytime as we had plans to sell our property in the next 2 years (3 years contract).

Sold property in June 2014. Contacted Monitronics several times to discuss cancelling their services and my contract. I was told by a representative on 30 June 2014 that I would have to inform Monitronics in writing of my need to cancel service and the reasons why. I wrote and mailed said letter that day.

I continued to receive a bill, so I called the customer care line again. I was informed that they do not cancel contracts and I had two options: 1) continue to pay the contract though I no longer own or live in the property, or 2) transfer the contract to a family member, friend or the new owners of my former home. The representative then attempted to convince me to pawn their services to family, friends and the new owners. I asked to speak to a supervisor.

After explaining the situation to a supervisor (Olivia), I was informed that my service would be cancelled and that they would credit my account and I owed nothing. I was also told that I would receive a letter, confirming the cancellation in the next 10 days. I received a letter dated 2 July 2014 from Rob Washington, Vice President, Customer Care, stating that "We are scheduled to disconnect your alarm monitoring service on 7/01/2014." Around the same time, I received notice from my city of residence that my permit to run the system was cancelled. In early September, I received another bill!

I called on 10 September 2014 at 10:11am pst and spoke to another supervisor, and explained the situation again. The supervisor said, "The account is set for termination in the next 10 days and you owe nothing." Thinking the issue was finally resolved, I was shocked to get another bill in October. Thinking it was an oversight, I disregarded. On 11 November 2014, I received another bill for November with a late fee charge and forward balance for October.

I immediately called customer care. After being placed on hold for 13 minutes, I was able to explain the situation to a representative who transferred me (6 more minutes on hold) to a supervisor (LaTasha?). Once again, I explained the situation. She informed me that they do not cancel contracts, unless I had the words of the sales rep in writing, they would not honor the cancellation and gave me my options.

I read to her the letter I received from Rob Washington regarding my service termination, however, she said that I still had to pay out the contract. After a very heated discussion (on my part), she attempted to get me to convince my current landlords to install the Monitronics system in their home. I informed her that they already had a security company and were not interested in changing. Bottom line: Monitronics is not demonstrating good faith business practices.

They did not honor the promises of their sales rep, they are trying to enforce a contract for services that I am not legally allowed to use, they are trying to get me to transfer their services to family, friends and strangers, and after they have told me several times (in writing and on the phone) that my services were being disconnected and terminated, they are still sending me bills, assessing late fees and threatening to send the account to collection (negatively impacting my credit). I am being held hostage to a contract, I was promised I could cancel at anytime, for services the company is not and cannot even provide to me and for which I am legally not allowed to utilize.

Reason of review: Poor customer service.

Preferred solution: Cancel my contract, stop sending bills and late notices, cease and desist any attempt to send to collections or negatively impact credit score..

Monitronics Cons: Cancellation policy, Customer care, Billing practices.

Location: Hawthorne, California

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Guest

WOOOOOW This is EXACTLY what I'm going through with this company right now. Except I decided not to pay them and just received a letter from collections.

On top of that I was transfer to the SAME rude lady Latasha/Latoya too on all 3 three of my attempts to resolve this issue, until I just gave up. This has got to be a scam and a half.

Monitronics C

Hello,

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

Sincerely,

Monitronics

Executive Response Department

Guest
reply icon Replying to comment of Monitronics C

I would like for my account to be investigated also, because this is to close to a coincidence that this individual and I happen to be dealing with the same rude representative. My account information is 1365**** Reginald Porchia. I would love to hear from someone asap to assure me that this is being investigated.

Thanks

Reginald Porchia

P.S.

Contact information should be attached on account information.

Don't want to give to much personal information online.

Guest
reply icon Replying to comment of Monitronics C

Going through the same issue. Changed my bank card in August and haven't paid since.

Called to cancel service and was told 3 different stories. 1. Send cancellation in writing? 2.

They were going to send me an email to a link to cancel. 3. Rep told me that she sent in a request. My contract was for 3 years and that was nearly 8 years ago before the name changed to Moni.

I refuse to pay any other amount than 1 month of service.

I have never been so frustrated with a company in my life. My alarm cannot even be set, it's been disabled yet I get another bill each month.

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