Where to begin. I have had Monitronics since 07'. I decided to shop around in May 2018 for a newer system at the same time Brinks took over. I decided to cancel as my monitoring rate had increased annually and have an obsolete system which not once has been serviced by Moni or Brinks. I called to cancel and switch to ADT and was convinced to stay after being presented with a competitive offer. Long story short I was no showed, had my appointment canceled last minute by them, had a tech arrive to tell me I could not get the services that was sold to me a total of 7 times. Here we are May 2019 and still can not get my system upgrade. Now I must tell you I travel a bit and to their defense I was unavailable for periods of time. However, its blatanly clear this company has poor management. No post sales follow up. You would think they would receive commission for retaining a customer and a new contract. Not once did anyone call me to ask "hey how come your system hasn't been installed yet?" Every time I call its a song and dance. I have been lied to, mislead and made false promises. In the meantime they have been debting my account a higher than agreed amount for still the same old service. Since my work schedule is complex and I am traveling often I just had opportunity to call and cancel last month. Again rather than go thru the inconvenience of switching I was convinced to stay for another incredible offer. What do you know the equipment promised was not delivered on time for the installation date. It arrived the next day. I called them to look into rescheduling and found out this great upgrade deal came with a $750 billable cost to me. WHAT? Never was an out of pocket cost discussed with me. Not now, not before, never! Why would I agree to an out of pocket cost to me when I was offered a superior package before for free? You know what they say, fool me once shame on you, do it 7 times shame on me! Well Im shipping these camera's back to them and calling ADT. Will not pay 19.99 a month but will get a professional reliable company for $27 a month. read more

Seeing the reviews by Donna E. and Darryl L. have made me relieved, knowing that I am not alone in dealing with Brinks when you try to cancel service. It took MONTHS to get my service terminated, during which they continued to bill me! They claimed to have sent me electronic documents to sign, but there was no sign of any such documents. Finally I sent a typed complaint letter and copies of my own documents to Brink's HQ. The response was polite, stated the service would be terminated, indicated my "final" total owed, and a date by which it had to be received. I paid prior to the deadline and confirmed receipt and cashing of the check when it hit my checking account statement ahead of the deadline. Weeks later, I received yet another bill! Phone calls to "Customer Service" turned into heated discussions for over an hour. I mailed their bill back, along with copies of all the paperwork from their own HQ indicating I had paid my "final payment." The result.... a letter from a collection agency! Isn't Brinks supposed to be a company that protects people and their assets with "Award Winning Customer Service" per their web site? I feel ripped off, not protected. read more

This company is a joke at this point. They don't do anything you can't do for cheaper going to costco and getting a diy monitoring company, for much less. If you are seriously thinking about using Brinks Home Security, make sure you read the reviews from actual customers. On every review site you can see long-term customers like me are leaving in droves. This company uses an antiquated business model not unlike satellite TV or radio where in order to get even their current basic rate you have to talk to retention. I was being charged double the current standard $29 cost as a 6 year customer, 3 years out of contract. When I complained, customer service not only did nothing about it, they explained how that is a just rate because my original contract was $50ish, when I got it 6 years ago, with brand new equipment and with a lot less competition in the market. Retention can of course change that once you try to cancel. I started getting offers for as low as $15 once I canceled. However, keep in mind when you do cancel, they will charge you for an extra month because for some reason it takes them 1 month to hit a button. So, despite them largely acknowledging that their service isn't worth the $65 I've paid off contract for the last few years, they still need to make me pay it once more despite not providing any service. Customer service also says this is just because they need 30 days notice (for something). Never again Brinks. Definitely think before working with this dinosaur! read more

My original contract was signed with MONI, it was a year contract but unfortunately, I lost the contract during a remodel. When Brinks took over, I called with a malfunctioning issue, the tech came out and installed a glass break in the hall way...the system started beeping all day and night saying there was a glass break. I called Brinks and requested they send a tech to fix the problem, they said that would cost me $50 plus the repairs however, if I trouble shoot over the phone, they could probable fix the problem. The sensor was faulty and needed to be replaced at my expense, so I told them never mind. When I asked how much longer I had on my contract I was told I signed a Five-year contract! Are you kidding me? I called their customer service on THREE different occasions asking them to send me a copy of the original MONI contract. Let me be clear about these phone calls...I was routed to another country (a HUGE pet peeve of mine as cannot understand anything that is being said) where there was a long delay between everything being said. One of the reps hung up on me after I had been on hold for over 20 minutes. I was told that the email with the contract could take up to 24 hours, after talking to three different agents over a month ago, I still have not received a copy of my contract. DO NOT use this company! I am switching to a video door bell and cameras in the front and will never pay for monitoring again. read more

If I could put negative, I would......Customer service do not deserve a rating because they are terrible. I recently called in with an issue with my skybell. I've been with monitronics for almost 27 years and I was with the company before it was called monitronics and that's how long it has been. I have an issue and I have been dealing with customer service today when I tell you they are the worst and their integry is at an all time low... They were caught in a lie... They could not fix my skybell camera and by giving me the standard cliché answer, I called them on it. They wanted me to buy a modem to support a bell that was working and now it does not work. It keeps distributing this message of detection and no one is at my door. I said on the internet you all did an upgrade an apparently something happened. He was light true. So the 1st customer service rep said a technician will have to come out. I asked at no cost and he said yes... So he repeated to me that but I said let me get something to write or to record. He repeated it again at no cost. When he went to schedule it all of a sudden the scheduling system supposedly went down. He called the scheduling group and the guy was able to schedule my appointment. I asked him if there was a cost. He said yes and I said no because the customer service person said it was supposed to be at no cost. So after going to someone the system all of sudden went down. I told them I had a recording. After that everything went down. I asked for a manager because I had more questions. Now the manager, I hope Brinks do not have customer managers like this but obviously, they do. When I started to tell her she started to talk the previous customer service person, so obviously she was faking it because they began to argue. She came back on and I asked a question is your system is down and if my house has a fire then how will you be contacted if your system is down. No answer she went off call and I could hear her fussing at the young lady. Its been 30 minutes and since the 4 transfer to the manager. I have 45 minutes lying... I wonder, this company has no loyalty today and companies like this that buy up the companies that been loyal is terrible... If you read this don't get BRINKS.... they are terrible... read more

We cancelled our service because we moved. Monitronices continued the direct billing to my credit card for months after we cancelled and I verified cancellation. Then my credit card number was stolen and my card was cancelled due to fraud. Monitronics began to to harrass me, my parents and my family. They are extremely rude. The called me in the middle of my work day and refused to answer questions about why they are billing me when I had cancelled my service and they acknowledged that they had a note in their system that I had done so. I am filing a claim with the BBB and the TX AG's office consumer protection division for their repeated violations of consumer protection laws. read more

We cancelled our service via phone and then were instructed to send the cancellation in writing, which we did. Confirmation of the cancellation was received and then came another bill for service. We called and were told that it takes at least 30 days to process the cancellation even though we have no service so we had to pay for a month of service that we do not even have....and if the cancellation is still be processed another monthly bill may come. We were going to transfer to our new home, but not now. Going to the BBB to report. Stay away from them read more

So our security panel is broken. On July 4th we had a tech come out to see if he could reinstall our old one. He looked said no and left. It took all of about 5mins. When he left an invoice full of $0's and one service fee of $20, I thought, that makes sense. Almost 2 months later when we received the receipt for $89.25 I was very confused and frustrated. Where did this mystery charge come from. I called customer service. Even though the account is in my common law partner's name, my phone number is on the account too. The customer service agent asked me for a code word to be able to view the account. It took me a minute to remember then I provided it. Then she said she couldn't discuss billing with me. I was flabbergasted because I had done what she had asked for. She stated I was listed as a friend and she wouldn't be able to discuss anything. I am confused....I provided a secret code word....what is the problem? So, I hung up. I then text the text line. I provided everything I needed to and was patiently "helped" for 5 and a half hours. I was repeatedly offered the services of a technician to come to the house, where I repeated my issue was in billing not service. From 10 am when I started the text conversation the customer service agent was provided a picture of my invoice and they continually tried to sell me with a tech coming to the house which we decided we didn't want/need they were able to tell me at 3:20 pm that they had found a text conversation from June where the hourly rate of the tech was listed. When someone who is sent to fix your alarm panel is at your house for 5 mins and leaves an invoice for $20, that makes sense. To find out over a month later that the company took $93 and change from your credit card is ridiculous. The invoice should match the charge period and there should be a signature signing off on the work provided. read more

I am so frustrated with this company will not recommend it to anyone. I have been a loyal customer of Monitronics for a few years now. We recently moved and I wanted to stay with the same monitoring company thinking the transition would be a seamless since we were already a customer. I have just now scheduled my third visit to complete my installation. There has been a lot of miscommunication on their end and have not been fully prepared to complete the installation. It should not take three visits to complete an install. Not to mention the time I've had to take off work each time since they give you a 2-3 hour window. I contacted today them to speak to a customer service manager and I guess they don't have one because I continue to be transferred to account reps who are not sympathetic to your frustration. read more

Had Monitronics system for my home for 5 years. Bad Equiptment, bad Service, bad customer support, high monthly cost. Moved the system to my office for another 5 years with a decrease in the monthly rate from Brinks who had purchased them. Same bad everything and still high monthly rate. Moved to SimpliSafe... awesome. Spent money on the state of the art and much more user friendly system, but, the monthly cost is so much less it is worth it and will pay for itself in less than 2 years. With Brinks horrible system were stuck in two 5 year contracts. SimpliSafe is month to month. Left Brinks in place a couple of months just to be sure we were receiving good service from simpliSafe. Tried to cancel brinks as we have been out of contract for a year. They require a docu-sign which they take their time to send. Then they told me once I sign they will review, and once that process is done then they will cancel for us 30 days later... isn't that nice of them? They will only charge us for a month more for services we haven't used in months. I think they rival the Auto Mechanic and Air Conditioning industry for really squeezing resources out of their customers. read more

Poor customer service. Transferred to another office after a long wait without being notified that that office would be closed (one of several bad experiences). Do not list a contact email on the contact page of website, a sign that they are not interested in truly helping customers. After several requests email provided by a rep as cust.serv@monitronics.com read more

Don't choose Brinks. This company is full of scam artists. I've been using Brinks as my alarm system provider for several years. There are at least a few occasions every year where the equipment malfunctions and I have to deal with technical support. They usually try to charge you extra money to have someone come out and fix or replace their broken system. I recently had enough of it and called to cancel my service. I was transferred to an account manager who talked me into giving them one more chance. She promised to send out a technician, free of charge, to install a new cell unit that would prevent the kinds of problems I've been experiencing in the past. She also offered to lower my monthly rate for 24 months. I agreed to this, and a service person came out to replace the cell. I ended up getting a new error warning on my system the very next morning. I then decided I'd given them enough chances and again tried to cancel my service. I spent about an hour bouncing between representatives and on hold, and I was ultimately told I was now not able to cancel because I had agreed to a new contract with them (which I had assumed was just a rate change). Now I'm stuck dealing with their terrible customer service and unreliable equipment for 2 more years. Stay far away from this company. read more

I had Monitronics since 2002, Brinks bought them lately. My old system was always needing new batteries and one of my smoke detectors failed. It required a home land line and was always increasing in monitoring fees. At $ 43.00 a month I decided to call it quits, $ $73 + a month was ridiculous. It was too much hassle and expense to have someone come out and replace the detector, programing was extremely difficult on the Simon control pad. Canceling my service was the most frustrating exercise I've had in along time. I had to give them 30 days notice, complete a exit interview on line, couldn't cancel my auto deduction from my Visa card until they released it! I just got another bill for 3 days more service, I suppose it was for the time it took them to send me the exit interview on line. I will never buy or have anything to do with a Brinks product or service again period. My Simply Safe system will pay for itself in10 months and I have a huge house fully protected. PS, I can cancel anytime. read more

I have only had my system for about a year. Im already having problems with the keypads, Cameras and the system just going off by itself. I have call customers service for months and was told I would have to pay for the person to come out and fix it. Its should all have Warranty since it has only been a year and everything started messing up at once. But I have not gotten any help from anyone at Moni. Defiantly will be calling tomorrow to cancel!!! read more

This is probably the worse security company to do business with, they don't even rate 1 Star.Once you have activated they refuse to allow you to cancel service. Starting Sept 24, 2018 for a service cancellation for Oct 1, 2018, I called 6 times, was refused, send email, was refused & sent 2 requests by mail & finally was allowed to cancel service if I paid for 2 additional months of service when I no longer resides at the residence. Brinks kept telling me they can't cancel service over the phone because they didn't know if I really was the home owner & needed to either send request by email or mail with name, address, password, & account number. When I told them that I didn't remember this info because I used direct pay the agent freely provided all the info. Still on the phone that they are unable to cancel service because I could be any Tom, Dick, or Harry but freely have all the security info to me so I could send the cancellation request by email or mail. When called to confirm my cancellation & them charging me for an additional month I was informed I would have to pay for service until Nov 20 as their records showed that the cancellation hadn't been processed until Oct 20( 36 days after my initial request) & would have to pay for an additional 30 days after that because it takes at least 30 days for them to process. That adds up to 66 days more of service to a place I don't own or live in. DO NOT USE THIS COMPANY'S service !!!!!!!!!!!!All they want is your money!!!!!!!!!!!!!! read more

After 8 years as a loyal customer, I had a "communications error" on my system. They wanted to charge me to upgrade to a cell unit and a new panel. They blame it on Broighthouse, but that was the phone line I always had. This is beside that fact that they didn't tell me my alarm was not functioning. It's a RIPOFF !!! I called my original installer and he walked me thru changing codes. IT works fine now, NO THANKS to Monotronics. THIS COMPANY IS A NOT FRIENDLY OR LOYAL AT ALL. Find another company. read more

If I could give this company negative stars I would. It is an insult to customer service to refer to what this company gives with those words. They are unethical and deceptive. We tried to cancel our account due to moving back in April. The agent talked my wife into placing our account on hold with the promise of making things easier for our transition. She stated she would send an email describing our option and how to terminate at a later time. No email ever came and honestly we forgot about the conversation until yesterday when I noticed that Monitronics had debited my account on a system I no longer own. When I called to inquire I was told that I obviously didn't read my contract that I signed in 2009. They wouldn't even consider refunding my money and didn't care that they had caused an account we were in the process of closing to default. I am waiting to hear from a supervisor, but I'm not holding my breath. If you have family friends or heck, even enemies that use this company, for the love of God ask them to switch to anyone else. This company needs to go bankrupt and I hope their creditors are as kind and helpful to them as they have been to their customers! read more

Update: Just as I thought, it has been 4 days and I have yet to receive an email or phone call. So I'm stuck in a NO-WIN situation. I try to call and cancel, they refuse. I want to talk with a supervisor, they tell me I have to wait 48hrs. How am I supposed to cancel my account when the associate on the phone states they do not have the authority to cancel and then I never receive a follow up from a supervisor who apparently CAN cancel my account????? read more

do not go with moni. long contracts high costs and horrible services.. i give it less than one star. no moni for life

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 on 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

It's unfortunate that Brinks took over Monitronics, whose deceptive billing practices and terrible customer service should have alone shuttered that ill company. I had the unfortunate pleasure of signing a multi-year contract with Moni in 2016, which I was under the impression was a standard 2 year contract at a fixed rate... not even close. Came to find out they put me in a 3 year contract, which I attempted to cancel at the 2 year mark. She heard me but did not listen and when Brinks merged I received past due letters. After attempting to explain, they simply waived the late fee and offered me to buy out the remaining contract, or enter me into a new 24 mo contract with Brinks... minus the remaining time of 7 months. I countered with cancel the prior contract when I tried to at 2 years and I would enter a new 2 year with Brinks ( they would make more money in this deal). Instead they wouldn't budge and told me to pay out the remaining 7 months of the 3 yr contract... which is cheaper for me. But here this feeble minded customer service rep, couldn't see gaining me as a new customer, entering me into a new 2 year contract and them making more money if they had to "break" the other contract, which they claimed they weren't allowed to do? People you need to be able to navigate in the gray... it's your contract, your rules! So in the end, rather than gaining a new customer, making more money and potentially me spreading their name to other potential customers, they chose to stick me to the black and white of their past deceptive contract. I just don't understand this business model... and now I will publish this story on every social media platform and media outlet to ensure it is read! read more

I have being with monitronics for about 10 yrs i don't know what has happened to them there wait time is 20 to 30 mim for them to answer and then when they do anwner they tell me they are no longer monitring my fire alarm so would you please tell me why you need them for an alarm co. and on top of that they told me they did not put my fire alarms in man i was here when they put them in but i dont have to worry about them anymore as of today they are history. I DO NOT EVER WANT TO DEAL WITH THEM AGAIN. read more

Horrible company. They will refuse to let you cancel your service! I wish I could update with 0 stars. DO NOT go with this company. It will be one of the biggest mistakes of your life. read more

I have been with Monitronics (now MONI Smart Security) for almost 10 years. In the years as Monitronics, I never had any problems. When we initially had our system installed, the process was a breeze. A couple years in, we changed our home phone service which required our system to be updated. Again, that process was a breeze, someone came rather quickly to make the changes and no problem. Fast forward to now: we decided to upgrade our system. The first road block we hit was that existing customers get no breaks on new systems. I've gotten tons of advertisements showing all sorts of discounts and free items but these are only available for new customers. So after getting through that mess, we are finally ready to upgrade our system. Since mid-April we have battled this process and are now stuck with a half-installed system that does not work so we are getting no service currently (meaning our home is NOT secure) and we still have to wait 2 more weeks to get this done. In any business, if you work a job and don't finish the job that day, you come back the next day and finish. Well that's not the case here. We have scheduled appointment after appointment, had technicians show up some days and not others. When they do show up, they don't have the necessary equipment to complete the job. Each time this puts us at the back of the line, even though none of this has been on us. My husband and I have missed work, changed our schedules and even cancelled a trip to try to get this done. No way should a customer have to endure this level of incompetence and when we pushed about having to wait so long, we're only told that other customers already scheduled appointments in any available spots. Now, I'm not saying disappoint your other customers, but at this point I think we should be accommodated under special circumstances even if it means coming off typical schedule or something. One of the few days when a technician came out, a competing alarm company was in the area soliciting business. Thankfully, I kept their information because I will probably have to get new service. When I'm ready for MONI to take this non-working system out of my home I wonder if they'll finally show up to do that. read more

I cancelled the account when the two year contract period ended. Monitronic continued to bill me and are now harrassing me with frequent telephone calls. I told them I cancelled the account and I'm not paying any more money. I asked them to stop calling me and I was informed that if I did pay $150 cancellation fee the call would continue. These people are despicable. Not only that I had medical emergency and the system failed. They people are straight up crooks. read more

Update, we 'finally' received a cancellation letter and are finally cancelled. It only took TWO years, countless numbers of calls and a few written on-line complaints, to receive it!!! If this "company" would like a better review from us? Then they should send us our $1075 back, since we WANTED to cancel 2 years ago and wouldn't do it until our contract was paid off. By the way, the "five year contract" that was signed? The salesman wrote it in, while my husband wasn't paying attention and didn't point it out that it was five years and kept him preoccupied and talking about something else until he signed. Very shady Monitronics, very shady!! And your "company" had every chance to do right, but refused. And you STILL have a chance to do the right thing, by sending us our money back. And I know the company sees these reviews, because I received a message from them to try to resolve the issue and we received a written cancellation, after I made my review. If we get some money back, I will update with a better review. read more

I am a soldier in the military, been in for 9 years and my wife signed a contract with monitronic I was sitting right there and I look the representative in the eyes and asked if I were to get orders to move if it would be an issue. He told me no it would not. From 2011 to 2015 we were in Colorado springs and loyal customers when I received orders I called to see what had to happen and was told to mail in my orders. I call again around October 30 to find out if it had gone through and was told there was an issue with the orders. She looked into it and said there had been a problem with the orders because they were in my name that she took care of it. I asked if I would see a payment come out in November and she said no. I called back 11 November because I received mail saying there was an issue. Now they told me that because the orders are not in my wife's name they would not process it. Because she is the sole person on the account she would have to pay for the contract. I asked if I could have her put my name on to the contract and they said no one could be added. My wife is on my orders as a DEPENDENT just like my kids. When I asked to speak to the district manager or someone in charge I was told she is an account manager and there is no one above her. I told her about both my conversations with the other two representatives and she said there was nothing that could be done that my wife would have to finish off the contract. I went ahead and paid for termination though I do not feel military families should be treated in such unprofessional ways. read more

monitronic big scam,,,,worst company,when i sign up with this company did not aware of the contract,they make me stay with them for 36 months,finally my 36 months over,i had call many times try to cancelled,they keep trying to convince me stay,what is the reason that you want to cancelled?they told me can not help you cancelled over the the phone,they put me hold ,and hold,transfer me to other customer service and hold again,i wasted a lot of time with those idiots,please do not go with those company,,,in order for me to cancelled i have to write them a letter ,why i have to cancelled ..need to explaination,,,please don't contract with them,,,,, read more

if i could give this business a zero star i would. the service sucks. their online payment system shows i have a credit of 82$ and yet i got a letter of disconnection. it shows i paid a bill in march and yet i got a disconnection. these are scammers . don't do business with them. read more

I have been a faithful customer for 6 years until I actually needed something--2 extra key FOBs. Moni has been unwilling/unable to service their own security systems! I requested 2 new key FOBs 3 months ago. After over 8 service visits, all I have is 1 broken key FOB and my original, still working, one. Their inability to schedule techs (who arrive unprepared and without the proper equipment) over and over and over again is exhausting. Can you imagine taking off work that many times without any resolution to a simple issue? Their refusal to provide basic services causes me to question if they even care about customer service. Beware!!! You will be let down and not supported. Calling multiple times will not resolve the issue and customer service will not help. Go with a professional organization who will service your system or at least upgrade you, if necessary. They have not even offered to upgrade my system since no one seems to be able to service it. read more

This is perhaps the most unethical company that I have ever deal with. We have had the service for 4 years. We did not use the service except when we went on vacation. There was a break in in our neighborhood and so we tried to get into the habit of using it. unfortunately my kids set it off. We were charged 35 dollars. At that time, we were informed that our service provider was no longer serving 2G networks. We decided to cancel. I received 55 calls for our late payment of 35 $. I paid it and canceled it. For 2 weeks after the 35$ check cleared my bank account, I continued to receive calls, around 60. Now we get continue to get phone calls for the 1 month extra after we cancelled. I tried to file a complaint with the Better Business Agency and they have never heard of them. I had automatic payments with my credit card but when I put this in dispute, guess what? They would not respond. I continue to get 5 or more calls a day but I refuse to have anything to do with this company. Do they even exist? read more

Terrible company. I tried to cancel my contract a year ago and was told I couldn't cancel until 3/17/17. I called 3/17/17 to cancel. The young man said my account was paid through 4/6/17 and I wouldn't owe anything else. Cancellation via phone wasn't good enough. I had to wait for their paperwork to come and sign and send in. Then I started receiving calls to continue the service for $30 less a month. I decline because I was dissatisfied with the service and product. Next I got a bill for service 4/7/17 to 5/6/17. I called to dispute this. I was told it takes 30 days to cancel the service. I disagreed and told what I had been told. They said they would correct his. Next I started getting automated calls to paid for the service I didn't receive. I called again and was told since I didn't take them up on their offer for retention, the cancellation process would take 30 days and I would have to pay. Very deceitful company!!! read more

While this company monitored my house security, I wasn't advised that Security Network sold their client list and contracts to Monitronics and we didn't have the ability to opt out and go with another company. I wasn't aware that we were locked into a 5 year contract. I requested some additional services from Monitronics (add an exterior siren) and they wanted to charge me $250.00 or do it for less but extend my contract for 18 months. After checking on what it would cost by another security company ($200 or free if we signed a one year contract with them at half the month price for Monitronics), Monitronics said they would do the same for $200.00. I advised them that I wanted out of my contract or to have work done for free without a contract extension. The account Manager said no and she offered for me to speak to her Supervisor who also said no...while they want to provide great customer service, they have no flexibility in helping or retaining a customer or building loyalty. I would never recommend Monitronics or use them again when my contract is over or die, whichever comes first. 2 and a half years left on a 5 year contract that I didn't know I had with Monitronics. I did have ADT at one time and then moved to Security Network after they offered me better security at the same price but didn't thoroughly go over the contract terms, even though I initialed that area on the contract and 5 or 6 other places on the contract. But if they sell to Moniyronics, should I be able to opt out and go somewhere else? read more

I've been using Monitronics for over 3 years. Recently I've had a technical problem that required a tech to come to the house. They scheduled an appointment a few days later. The next available appointment was 9 days after I've reported a problem. The day before the visit Monitronics confirmed time: from 8 a.m to 12:00 p.m. The technician never showed up and never called. It is horrible, horrible customer service. They offered me a credit for the time that the system was down. That's really generous, taking into account half of the day that I've missed from work. They offered reschedule again in 8 days!!! Why do you need them if the system didn't work for almost 3 weeks. My friend had the same problem with this company and the technician came in only on a THIRD!!! time. I've tried to cancel my service over the phone, but they require to send a letter to P.O box. I send a letter and signed with a different company. Avoid by any means! read more