MONI
About us
As the nation’s second-largest residential security provider, we deliver alarm monitoring service to over 1 million homes and businesses 24 hours a day, 365 days a year. A+ BBB rating, 2012, 2013 & 2014 Consumers' Choice Award Winner, Five Diamond Certified, IQ Certified, 2013 Bronze Stevie Award: Alarm Response Center, and recipient of the 2008, 2010, 2011 Frost & Sullivan North American Residential Alarm Monitoring Company of the Year. If you are one of our valued customers and we have not lived up to your expectations, before filing a complaint, please reach out to our Executive Response Team so that we can address your concern. [email protected] or call 888.758.5900.
Business highlights
Services we offer
Home Automation, Home Energy Efficiency., Home Medical Alert Systems, Home Security Systems
Amenities
Emergency Services
Yes
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 53% | ||
| 16% | ||
| 6% | ||
| 8% | ||
| 16% |
"Hi [Member name removed], I appreciate the time you've taken to provide us with your feedback regarding your Monitronics service. I have attempted to reach you by phone to discuss your concerns regarding your account and unfortunately, I have been unsuccessful. Please contact me directly at 1-888-758-5900 ext. 70247, so that we may further discuss your concerns and resolve this matter. Sincerely, Ashley E"
"Thank you for taking the time to speak with me today regarding your concerns. I appreciate you giving me the opportunity to help resolve this matter and come to an amicable resolution. We strive to provide excellent customer service, and regret the experience you’ve had regarding this matter. If there is anything further that we may assist you with regarding this matter, please contact me directly at 1-888-758-5900 ext. 70247. Sincerely, Ashley E."
We contacted them over two weeks ago with another service issue that has rendered our alarm completely inoperable. We have called three times since then and have been told every time that we would be getting a phone call to schedule service but we never have. At one point they told us someone had tried to call us but didn't get us. This is untrue, since the number they have for us is a cellphone number. Any missed call shows up on the "missed call" list and there have been no missed calls in the last two weeks. The last time we attempted to get service, we immediately requested to speak to a supervisor. She clearly understood that they had one more shot and she assured us we would get a phone call to schedule service within the next 48 hours. We have not.
Today, we will call them to terminate our service all together. We are writing this review as a warning to those who may be considering using Monitronics. They are fine until something goes wrong.
"Thank you for taking the time to speak with me today regarding your concerns. I appreciate you giving me the opportunity to help resolve this matter and come to an amicable resolution. We strive to provide excellent customer service, and regret the experience you’ve had regarding this matter. If there is anything further that we may assist you with regarding this matter, please contact me directly at 1-888-758-5900 ext. 70248. Sincerely, Ashley E."
"Hi [Member name removed], Thank you for taking the time to share your positive experience with Monitronics. We appreciate your business and the opportunity to secure you and your family. Sincerely, Ashleigh C. Executive Response Team"
"We are very sorry to hear about the issues that you are having with the alarm system. Your concerns have been brought to the attention of your local dealer, Alliance Security. Monitronics provides your alarm monitoring service. If we may provide any additional assistance please feel free to contact our customer service department at 1-800-447-9239."
"Hi [member name removed], Your feedback is important to us and we appreciate the time you have taken to tell us about your recent experience. We strive to provide excellent customer service, and regret the experience you’ve had regarding this matter. Sincerely, Ashleigh C. Executive Response Team"
My alarm system indicated that two door batteries were low at the same time. I called Monitronics for technical support. It took 6 phone calls and then finally a service call to resolve the problem. The technical support staff on the phones had many theories about what was wrong with the alarm, which included having me replace a $40 battery (which turned out to not be the problem). After 6 phone calls (and hours on the phone waiting for my turning he queue), a technician was finally sent to my house. The technician who came to the house was able to quickly diagnose and correct the problem.
"Hi [removed member name], Thank you for taking the time to share your positive experience with Monitronics. We appreciate your business and the opportunity to secure you and your family. Sincerely, Ashleigh C. Executive Response Team"
"Hi [member name removed], We are very sorry to hear about the issues that you are having with the alarm system. Your concerns have been brought to the attention of your local authorized dealer, Alliance Security. Monitronics provides your alarm monitoring service. If we may provide any additional assistance please feel free to contact our customer service department at 1-800-447-9239."
"Hi [Member name removed], I appreciate the time you've take to provide us with your feedback regarding your Monitronics service. I would like to apologize for the inconvenience regarding the way your account was handled, as this is not indicative of our standards. If you have any additional concerns regarding this matter, please feel free to reach out to my office at 1-888-758-5900 so that we may provide any additional assistance. Sincerely, Ashleigh C. Executive Response Team"
"Hi [Removed member name], Thank you for taking the time to share your positive experience with Monitronics. We appreciate your business and the opportunity to secure you and your family. Sincerely, Elizabeth D. Executive Response Team"
"Hi [Removed member name], I appreciate the time you've take to provide us with your feedback regarding your Monitronics service. I would like to apologize for the inconvenience regarding the way your account was handled, as this is not indicative of our standards. If you have any additional concerns regarding this matter, please feel free to reach out to my office at 1-888-758-5900 so that we may provide any additional assistance. Sincerely, Elizabeth D. Executive Response Team"
"Hi, Thank you for taking the time to share your positive experience with Monitronics. We appreciate your business and the opportunity to secure you and your family. Sincerely, Elizabeth D. Executive Response Team"
"Hi [Removed member name], Thank you for taking the time to share your positive experience with Monitronics. We appreciate your business and the opportunity to secure you and your family. Sincerely, Ashleigh C. Executive Response Team"
"Hi [Member Info Removed], I appreciate the time you've take to provide us with your feedback regarding your Monitronics service. I would like to apologize for the inconvenience regarding the way your account was handled, as this is not indicative of our standards. If you have any additional concerns regarding this matter, please feel free to reach out to my office at 1-888-758-5900 so that we may provide any additional assistance. Sincerely, Ashleigh C. Executive Response Team"
We were so happy with Monitronics that when we moved to this house 9 years ago, we didn't even shop around. By then, the local service provider was First Defense. Our house came hard-wired with some hardware; the rest we bought from First Defense for about $1500. From the beginning of this contract, we had difficulties with First Defense billing us.
Unlike most people, we insisted on making one annual payment. First Defense couldn't figure out how to send out an annual bill. Every year, I'd call First Defense and beg them to take my $360. I eventually tried to switch from being a First Defense customer to being a Monitronics customer, but that isn't allowed.
A year or two ago, First Defense was gone and the new service provider became Alliance Security out of Rhode Island. A case of "The devil that you know is better than the devil you don't" and "Be careful what you wish for, you might get it." Alliance is so much worse than First Defense. At least First Defense' technical people were capable. And at least they answered their phones. Not so with Alliance. And yet Monitronics hired them to be their representatives / sub-contractor.
Anyhow, for two years at my old house and the first 8 years here, Monitronics provided exceptional service and, whenever asked, I would recommend Monitronics but not the local service provider.
These past few months, the quality of personnel at Monitronics has seriously deteriorated. I used to call and get people who I could understand and who knew their jobs. Now, that sometimes happens, but more often than not I get someone who is very hard to understand; sometimes it sounds as if it's a literacy problem, other times I think I've reached a call center in India. And in both cases, the reps don't know their jobs well.
I literally just spent 14 minutes on hold, trying to get through to Alliance's billing department and gave up after remembering that they are in R.I. It is 2:30 PM in Nevada, which means it is 5:30 in Rhode Island. I was recently told by a rep at Alliance that their business office closes at 5:00 Eastern time. That is lousy customer service.
One of the good customer service people at Monitronics recently put me on a 3-way call with Alliance because my voice was coming across the control box as static. The young man at Alliance said they could upgrade my system and replace all of the wireless hardware for free, but that would require a 3-year contract. I told him that I can't enter into a 3-year contract because I'm moving to Panama in a year. Without thinking, by rote, he said "You can take your system with you." No, no I can't take the system with me to the Republica de Panama -- which the Monitronics lady was quick to say, as was I.
Anyhow, that brainiac ordered the wrong part. After waiting 2 or 3 weeks for the part to arrive, the tech arrived only to discover it was the wrong part. Another part was ordered and the tech returned a week or so later. He was here over 3 hours to replace just one part: the control box! When he left, all four codes (master, duress, my housekeeper's and my neighbor's) showed up on the display! Every 12 hours after he left, the system would chime to tell us that the back door battery was dead and the glass break had been tampered with. Great job. So I had to stay home a third day to wait on yet another tech to resolve all issues.
Again, this is Alliance Security, not Monitronics. But Monitronics should do a better job of screening their sub-contractors.
According to the messages played while on hold with Monitronics, M won a customer service award in 2013. Well, this is 2015 and they seem to be resting on their laurels. They are hiring less qualified people, people who are hard to understand and who are not well trained. Wait times have increased.
One last thing: I used to have a sticker on the control box with Monitronics phone number. Neither Monitronics nor Alliance have those anymore, so good luck finding Monitronics' phone number when you want to call them. Initially, First Defense gave us tiny little stickers, one for every phone in my house, with Monitronics phone number. Apparently, I've replaced all of the phones in my house because none of them have Monitronics' phone number. So I've asked two Alliance techs as well as someone at Monitronics and can't get them. Monitronics told me to get them from Alliance. Alliance (BOTH techs) said they've never seen such a thing. So when I need to call Monitronics (monthly testing, for example) I have to dig and dig to find their phone number. You call that quality? I don't.
Bottom line: If you live in Las Vegas, NV, Alliance Security sucks. As to Monitronics, a once good company has gone way down hill. So much so that I can no longer recommend Monitronics.
"Hi, Thank you for taking the time to share your positive experience with Monitronics. We appreciate your business and the opportunity to secure you and your family. Sincerely, Ashleigh C. Executive Response Team"
"Hi [removed member's name], I appreciate the time you've taken to provide us with your feedback regarding your Monitronics service. I would like to apologize for the inconvenience regarding the way your account was handled, as this is not indicative of our standards. If you have any additional concerns regarding this matter, please feel free to reach out to my office at 1-888-758-5900 so that we may provide any additional assistance. Sincerely, Ashleigh C. Executive Response Team"
"Hi (removed member's name), Thank you for taking the time to share your positive experience with Monitronics. We appreciate your business and the opportunity to secure you and your family. Sincerely, Ashleigh C. Executive Response Team"
"Hi [member name removed], I appreciate the time you've taken to provide us with your feedback regarding your Monitronics service. I would like to apologize for the inconvenience regarding the way your account was handled, as this is not indicative of our standards. If you have any additional concerns regarding this matter, please feel free to reach out to my office at 1-888-758-5900 so that we may provide any additional assistance. Sincerely, Ashleigh C. Executive Response Team"
"Hi Member, Thank you for taking the time to share your positive experience with Monitronics. We appreciate your business and the opportunity to secure you and your family. Sincerely, Ashleigh C. Executive Response Team"
Licensing
State Contractor License Requirements
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FAQ
Contact Information
1990 Whittington Pl, Dallas, TX 75234
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