If you have a legacy Monitronics account, start with the current bill and installed equipment—not an old brand review. Identify the company now billing and monitoring the system, the legal name on the agreement, equipment ownership or financing, the term and cancellation process, the panel and communicator models, and the app that currently controls the account. “Monitronics” can describe an older account history rather than the service sold today.
Monitronics / Brinks Home: quick legacy-account audit
| Question | Evidence to collect | Why it matters |
|---|---|---|
| Who provides service now? | Current statement, portal, monitoring certificate, recent emails | Brand history and current contractual counterparty may differ |
| Who owns the equipment? | Purchase, lease, financing, or installation documents | Ownership affects cancellation, replacement, and reuse |
| What is the remaining term? | Signed agreement and latest amendment | Do not estimate from the install date or a phone summary |
| Which panel and communicator are installed? | Model labels, serials, app, account device list | Compatibility and communication paths depend on exact hardware |
| Which services are active? | Itemized bill and plan page | Monitoring, video, automation, storage, and service can be separate |
| How do I cancel or move? | Written instructions, notice window, return terms | A verbal request may not complete the contractual process |
What happened to the Monitronics name?
Many older installations and online discussions still use Monitronics, while current service may appear under Brinks Home or another servicing relationship. Corporate names, billing entities, dealer relationships, and account ownership can change over time. Use the name on the current statement and agreement when contacting support. Do not rely on an old logo on the keypad or yard sign.
The Brinks Home official site is the current starting point for its public offerings and support paths. A legacy customer should still confirm the exact account entity and terms in writing.
1. Build an equipment inventory before calling
Photograph the panel, keypad, communicator, cameras, door and window sensors, motion sensors, smoke and carbon monoxide devices, locks, thermostats, sirens, power supplies, transformers, and network modules. Record model numbers, serials, battery types, wireless protocol, and location. Note which devices appear in the app and which still function locally.
Do not remove wiring or reset the panel just to identify it. A monitored life-safety device, tamper circuit, or installer configuration can be affected. Ask the provider or a qualified technician when the label is not safely accessible.
2. Separate equipment cost from service cost
Request an itemized statement showing monitoring, video, automation, cloud storage, cellular or communication service, equipment financing, protection plans, taxes, permits, and other fees. A single monthly total makes it hard to compare alternatives or understand what remains after cancellation.
| Cost layer | Check |
|---|---|
| Equipment | Owned, financed, leased, or provider-owned; remaining balance; return terms |
| Installation | Paid, financed, promotional, or recoverable under an agreement |
| Monitoring | Current level, standard price, communication backup, response workflow |
| Video and automation | Camera access, clip storage, remote controls, integrations, retention |
| Service | Warranty, protection plan, technician visit charges, replacement rules |
| Exit | Notice, remaining term, equipment balance, returns, final billing, account deletion |
3. Read the current agreement, not a generic contract summary
Find the signed agreement, renewals, moves, upgrades, dealer paperwork, financing terms, and amendments. Write down the start date, current term, renewal mechanism, notice window, early-termination formula, equipment obligations, transfer process, and cancellation address or channel. Ask support to confirm the same details in writing.
Rules and consumer rights vary by jurisdiction and circumstances. For a dispute, use the contract and current law rather than a fixed cancellation claim from a review site. Keep copies of every notice, delivery confirmation, case number, email, and final bill.
4. Verify the communication path
An older panel may have been upgraded with a newer cellular communicator, may use internet as a primary or secondary path, or may have other dependencies. Record the exact communicator model, carrier if disclosed, firmware, signal level, and what happens when internet or power is lost. Do not assume a panel is current because the app works.
- Place the account in the provider’s approved test mode.
- Trigger each protected door, window, motion, and life-safety zone safely.
- Test internet loss, power loss, low battery, communication failure, and restoration.
- Confirm the monitoring center receives the expected signal and zone label.
- Record how long the panel, router, communicator, keypad, and siren remain powered.
5. Check account access and privacy
Review every user, installer, dealer, former resident, family member, temporary guest, camera share, lock code, automation, and connected service. Give each person an individual account where supported and remove access that no longer has a current owner or purpose.
Confirm multi-factor authentication, recovery email and phone, clip export, retention, deletion, microphone settings, privacy zones, and who can change monitoring contacts. Preserve incident records you need before closing or migrating an account.
6. Decide whether to keep, upgrade, or switch
| Path | Best fit | Main check |
|---|---|---|
| Keep current service | System is reliable, support works, terms are clear, cost fits | Confirm equipment condition, backup, response, and standard price |
| Upgrade current system | Core sensors or wiring are useful but communication or control is dated | Get exact reuse, replacement, ownership, term, and warranty details |
| Switch provider | Terms allow exit and another provider can support the required devices | Get written compatibility; do not assume panel, sensors, cameras, or locks transfer |
| Replace with DIY | Household wants direct ownership and simpler service choices | Plan every sensor, siren, keypad, camera, backup, and response role |
| Use a hybrid | Existing wired sensors are valuable but cameras or control need separation | Define which system owns arming, alerts, evidence, and response |
The guide to upgrading an existing security system covers panel, sensor, wiring, communicator, and provider questions. The home security selection guide helps compare response, installation, ownership, and failure behavior.
7. Compare three-year ownership cost
Use the standard recurring amount, not only a temporary credit. Add equipment balance, installation, activation, monitoring, video, storage, automation, permits, taxes, service visits, batteries, replacements, internet upgrades, moving charges, and expected exit costs. Subtract only written credits that apply to the account.
Three-year cost = upfront and remaining equipment + 36 months of standard recurring service + expected maintenance and permits + likely move or exit costs − written credits.
8. Follow a staged switching plan
- Inventory the old system and preserve current settings, documents, and needed clips.
- Confirm ownership, remaining term, cancellation steps, and final billing in writing.
- Design the replacement around every door, window, life-safety device, camera, user, and response need.
- Install and test the replacement before disconnecting the old communication path where feasible.
- Run both systems through entry, alarm, power, internet, battery, and response tests.
- Remove old users, codes, apps, automations, cameras, billing, and account access.
- Keep proof of cancellation and the final zero-balance or account-closure confirmation.
Where Abode fits
Abode is a DIY option for households that want a sensor-led alarm with self-monitoring and optional paid monitoring choices. Compare the Abode Smart Security Kit and current plans. Verify exact sensor coverage, keypad, siren, backup communication, camera, smart-home, monitoring, and equipment-reuse requirements before changing a legacy system.
FAQ
Is Monitronics the same as Brinks Home?
Monitronics is a legacy name associated with many older accounts. Current billing, monitoring, and support may use Brinks Home or another entity. Confirm the current provider and contract from the latest statement.
Can I reuse old Monitronics sensors?
Possibly, but only after identifying the exact panel, sensor protocol, encryption, life-safety status, ownership, and the replacement provider’s written compatibility. Cameras and proprietary devices may have different limits.
How do I cancel a legacy account?
Use the signed agreement and current provider’s written instructions. Record the notice method, effective date, remaining term, equipment balance, return requirements, case number, and final bill.
Should I reset the old panel before switching?
No. Inventory and test the system first. A reset can erase programming, labels, codes, and communication settings that are useful during migration.
William is a tech buff and former corporate security officer turned cybercrime analyst. Computers have few secrets left for him, but home security and alarm systems… Well, those have plenty of secrets for their users, which William is now uncovering and explaining. His articles on home security helped many people take the matter seriously, invest in highly performing systems, and avoid becoming victims of burglaries.
Ranchdude says
Stay away from this company, All these comments above, they don’t happen by chance. People don’t spend all this time trying to tell other people about their bad experiences for no reason. This company is shady from day 1, and about the only thing they ever did well for me was respond to panic alarms, but that is only because the key fobs were prone to having the panic button pushed by accident so much so that I simply quit carrying it (waste of a service). When they called for a alarm fault (usually a weak battery) they could never even tell what room the sensor was in, only the zone number. I don’t carry a list of my zones with my 24/7 and I know the installer called in the list when he finished because I sat and listened to him read it off for 10 minutes. Then intermittent communication loss which they constantly said was not them, but that they would send out a technician to check it out for a fee… No thanks.
Josh says
My mother’s system was down for over a month. The company said they don’t always call when the alarm system isn’t working, they don’t have the phone bandwidth to call people when their security is down.
They make ppl sign a contract promising to call a line that is often 1-2 hours wait to test their security system every month. When I called that #, I waited over an hour and it hung up on me, But if that call isn’t made, the customer themselves is legally responsible for anything that happens to their home. Yes, some other companies offer similar deals, just know this is NOT GOOD for the elderly. The way they make you do all the checks and maintenance on the system yourself makes me feel like they should be paying us.
Jo says
Moni security sucks. Don’t go with them. When you call to cancel they say your cancelled and then they say it takes another 30 days to cancel and in the mean time they charge another month service. I’m sorry there should be no future payments once you call and they give you that the account is cancelled. They didn’t even call when we disconnected the alarm. Give them a great review and get a free month…. That’s because they charge clients for the cancellation a month after. Go with ADT.
Breezy says
Do your homework before signing with this company! The cost increased over the 3 years that I signed up for. They make it very difficult to cancel their service. Beware! I think there are other companies that provide better service at a better rate.
Alarm Reviews says
Yeah you have to turn in a handwritten letter and send it in and then follow up on the status of it. Very annoying, use a company that isn’t out to dupe you into another 36 months but instead earns your loyalty by their monitoring and customer service.
Terri Perino says
The Hotel California of security monitoring companies. Don’t call them unless you want a lifelong obligation about which you can do nothing.. Started out with a 2 year contract (and we paid for much of the equipment we had installed), which mysteriously became 3 years, then a move to another state precipitated another 17 month add-on, with more equipment that we paid for (so much for the free no cost moving promise), then we sold that house and were informed we still had 8 mos to go. Were told we should call to cancel on May 16th,2018, to give 30 days notice for the end of our contract in June 2018, by a supervisor named Zina, with whom I spoke in October of 2017. After more than an hour of them trying to offer us all kinds of incentives to stay, we were then connected with a retention specialist, who, upon learning that we refused to re-up, informed us that we had an additional 13 months on our contract, and would have to pay $329.38 to end the contract. We do not have any of their equipment in our current home (one of their offers to make us stay involved us buying more equipment), there is nothing to monitor, they totally invented this additional 12 months. Beware of the shady business practices of this underhanded, dishonest company.
Teresa Corral says
This company is by far the WORST company I have EVER had to deal with. They sent a technician to fix a lock on my front door (he was an hour later than the 4 hour window); he talked me into to fixing my controller that had faded; With the new control panel half the lights I had connected no longer worked. After 5 visits, waiting 2 weeks in between calls and no lights; they now tell me to prove they did something wrong and are now blaming me for the problem. They have been awful to deal with and if I want to cancel my contract I can 80% of what is due. I will be cancelling as soon as I can. This has been an expensive nightmare. STAY AWAY from them as an option.
Rya says
The company we initially signed up with sold our contract to these guys. This company is awful. Worst i have ever dealt with they keep raising our monthly payment and even after the said they wouldnt for a year they started rasing it again within less than a year and tell us we have to pay the remaing of our contract to cancel. Half the time they dont even call us when the alarm does go off when its not an emergency (it doesnt even do a countdown half the time just goes off the second you open the door) so how am I supposed to feel comfortable knowing they’ll do anything in a real emergency?
Donna says
Terrible company to deal with Don’t make the mistake we have made to sign up with this company We were sold cameras that did not meet our wishes, but was not told until the cameras were installed that the cameras would not record in that manner we previously discusses Cant wait until our contract is up!
Jennifer says
Well, where do I start? I’ve already paid two bills and still have no idea where my window decals and alarm signs are! I have made 5 separate requests and each time I am reassured it will not happen again. Really upsetting being that we chose this company for peace of mind following a break-in. Then, a few weeks ago, my husband goes home and while working on something in our laundry room, realizes he forgot to disarm the alarm…. Well, we immediately discover the no delay did not work! The alarm never was set off. Unbelievable! We call Moni and discover NONE of the sensors are programmed properly and would have never triggered the alarm to go off!!! Between these two issues, I would not recommend this company . Ill keep waiting for those signs to be delivered…
Christina ollerbides says
I have been with this company for probably 5 years. I can’t say I’ve been impressed with how quickly the police have been dispatched or once when they never showed up at all. Long story short, I called to have them move 2 sensors on my windows because I was taking out my window units and getting central air, they said since that is considered remodeling and I would be charged $85 first hour, $65 fir additional hours, I asked a supervisor if they would waive it as a courtesy but they would not, even though my contract is up in 6 months they weren’t willing to do it to keep a customer.
Iryna says
Same here. Their equipment does not work. I wasted a lot of my valuable time talking to them and trying to solve the problem. I am just not willing to pay for something that does not work. My last resource is to take them to court.
Dan says
Do not get this company. You can sign up but never cancel. Extremely unethical and the security system is a total waste of time. Can’t tell you how many hours I have spent dealing with this system wasting my time. Not worth it! It also looks like the company recently changed names. No doubt to try to leave behind their scam reputation. Well they are going to quickly build up a bad reputation again treating their customers so poorly. We were lied to multiple times when talking to them on the phone. They would just lie to get us off the phone.
Darren Peters says
Horrible company. If you’re calling to upgrade you get an operator instantly. If you call to complain or cancel you have to wait 20-25minutes. They call/harass you from the same number as an emergency. So you answer at work because they called you 3 times in a row and you think your house got broken into,only to find out you have a low battery in zone one. So you call to complain,wait 25 minutes and the operator either tells you it won’t happen again just to shut you up. Or there’s nothing they can do,it automatic. They don’t live up to their end of the contract either and then want to try to charge you outrageous fees to cancel. You can do much better than this company. Shop locally. This company can monitor my house from Texas but can’t tell a computer not to call my phone for non emergency.
Barbara says
Is all I can say is stay away from this company ?
Laurie Unger says
We sold and vacated our home in TX on July 1, 2017. I had notified Monitronics that we were moving. They suggested suspending service util we moved to our new home. When we got a consult over the phone at our new home we told them we did not want their service and to cancel. They did not cancel but continued to draft our bank account. I called multiple times and always got the run around for trying to cancel our account as they never sent the “special” cancellation form they said they required to cancel. I finally sent a Certified letter which they received. They stopped drafting our account and started billing us as well as continuing to send us notices about alarms going off at our previous home. Obviously they failed to cancel the service at the home we sold and continued to draft our account and bill us. They have done everything they could do prevent canceling our service and keep stealing money from us. Now, since we are not paying the bills they are sending, we are concerned that they might turn us over to collections and hurt our credit. This is a highly disreputable and unethical company-very concerning since they are a “security” company, but your funds are not secure from their illegal drafts. They will erect multiple barriers against doing the right and ethical thing by their customer.
Zak says
I am very disappointed, when i signed up the sales person told me i will be paying 20% of the remaining months left on my contract. Since i lost my job and i tried to cancel they charged me full amount of 33 months remaining. Its unfair and these guys dont care if you have any financial situations.
Kristen Doyle says
MONI aka MONITRONICS. I was never disclosed that…
1. ring doorbell would only record 30 seconds of movement.
2. the charge on the cameras would only hold for 3-5 days.
3. there would be excess charges of $90+ when the alarm actually goes off.
4. there would be excess charges to simply use the ring app.
When I called to discuss the surprise bill for when my alarm went off, I was transferred without being told, the arrogant account manager argued and kept over talking me, he continued to interrupt me and state “i don’t care, we will just put you in collections”.
This company is completely dishonest for not disclosing excess fees and how crappy their system works.
Michele says
(Moni)tronics is a rip-off. They provide no service other than to monitor your alarm system; a step that can be eliminated. When the alarm goes off they call you and dispatch the police if you request. That is all they do. There is no follow-up. You as the customer have to call the police who then tracks down the officer to ask them to call you back in order to find out whether or not your home is secure which takes at least an hour in most of our cases.
As a customer you’d be better off purchasing a system like Smart Things and / or placing motion sensors in your home that notifies you by phone of an activation. I use that in my other home and it does just as much for free and is a lot faster.
Latrice says
I left ADT because their equipment and service sucked. Worked for the phone company and every call we had where the customer had no dialtone was because of the panel. I went through the same thing and decided to switch to Monitronics. I should have hired a 24 hour security guard. For several months my system wouldn’t even work. made several service calls and they blamed the issue on my router. Everything else connected to my router was working fine. They wanted me to pay for months that it didn’t work. They only gave me 2 months credit for the 4 months it didn’t work. Horrible customer service. One gentleman tried to assist me but the problem returned.
Eric says
I’ve got a similar issue.
We signed with another company for 2 years after contract was up we signed what we thought was another 2 year contract, then after Moni bought them we were told it was a 5 year contract. Not sure where the disconnect was. Either way, about 3 years in, we sold our house and my wife was told cancellation was not a problem.
After cancelling and moving, we continued to be billed for service and when my wife called she was told we can’t cancel since we’re under contract. The only option was to transfer service, but we don’t even have cable, satellite, wifi, anything available at our new house and the main reason we renewed our contract to begin with was for the use of cameras and mobile access to them. We also have a privacy fence and gate around the entire property with lots of large dogs & no need for a simple alarm system.
However, after making several calls to Moni asking why we were told we could cancel, they continued to tell my wife she never signed the paperwork so we were responsible to pay the 4 or 5 months since canceling and continue to pay for another 2 years at $65 a month even though we don’t have the service. They also continue to send bills and harass my wife calling her 4 times every single day.
After reading the seemingly helpful comments from Moni on Facebook to other unhappy clients like me, I decided to call myself.
When I asked why we were told we could cancel, I was first told my wife didn’t sign the paperwork but I had the docusign screen capture to prove it. Then I was told i “have the right to cancel, but you’re still under contract”
She told me they could provide me with $1500 worth of equipment to continue in conract. I suggested they keep the equipment and that’s almost exactly equivalent to me paying $65 a month for the 23 more remaining months of my contract, but the person I spoke with firmly told me that was not an option and shot down every other objection and question I had as well.
After she continued to speak over me and interrupt me I got frustrated and
I finally told her that if she wasn’t willing to work with me, and if she has the authority to say that’s the final call, I would make sure I shared this experience with everyone I can. Her response was “you have that right, but make sure you explain that you’re under contract”.
I can’t imagine how a company would want to remind me 4 times a day how awful their business practices are, and would want me to pay $65 a month for their product I no longer have any use for after making it sound like cancellation was no problem due to our circumstances. I have NEVER posted anything negative about any company, anywhere until now. It makes me wonder why there’s no option to review Moni on Facebook. I’m extremely unhappy with this situation and if I should ever have security monitoring needs again this is the very last company I would consider. Total lack of customer service and extremely rude lady I talked to.
I don’t know if the admins responding on these claims are truly being helpful or if it’s more false PR, but this account is my last offer to Moni to redeem themselves.
UPDATE:
If anyone happens to be interested, after going back and forth on this issue today this is what they came up with.
You can clearly see they “never want to make cancelling service an unpleasant experience”!
The “past due” amount is the accrued charges since the day we cancelled this garbage service.
Take note that the language at the end of the first paragraph is misleading/ confusing. What it actually means is that our cancellation is effective only in keeping us from being continually charged after the end of the contract schedule.
Also, my wife was told the docusign was being sent over to effectively cancel service since we were MOVING- and in the midst of all the chaos that comes with moving she may have signed something other than what they said they were sending us. This appears to be a common practice for them, like when they turned our “2 year” agreement into a 5 year contract.
PLEASE DO NOT BUY THESE BOGUS PR FACEBOOK COMMENTS ABOUT THEM BEING SO EAGER TO MAKE CANCELLATION A PLEASANT EXPERIENCE.
After speaking to so many different representatives,
I am convinced at this point that MONI as a company is uninterested in customer satisfaction. We were duped into a contract 2.5 times longer than we were told, then sent yet another contract that was other than what we were told (I know, fool me twice shame on me), and now they want us to continue to pay this ridiculous amount for un-rendered, unneeded service.
Zak says
They did the same to me here
Roger says
Monitronics customer since 2011, have been out of contract for several months. Sold my house a couple of months ago and still struggling with their stupid cancellation dance. Have called several times, last few times I’ve been losing my patience. Now they are saying my final payment will be next month, this is for a house I sold two months ago! No they cannot have my new address.
Donna Hiles says
We wanted to cancel service but they wouldn’t let us finally after 3 or 4 months we sent a registered letter to cancel. The supervisor called trying get us to change mind. Now, our biggest problem is their system keeps going off at all hours and they won’t help us. They say the battery is weak and needs to be changed. No key to box and they told my husband they can’t help us. The worse customer service! We do not recommend this company to anyone !! I wonder what the president of this company would think of his employees?
Bob says
The worst customer service!
I have never experienced a worse experience when trying to deal with a company’s ‘customer service department’. When my alarm was tripped accidentally, only about half of the time would they respond with a call to see if the alarm was real or accidental.
I am still fighting with them as I am no longer under contract, and they agree that I am a month to month customer. However, even after giving them ample notice of a termination date, they still continue to send me bills and threaten to report me to credit bureaus for bad debt.
My opinion is that any consumer who chooses this company will regret making that choice. I strongly recommend consumer look at other options for their security needs.
Robert says
The only way to cancel is to cut them off at the bank and cancel the auto draft. I have now cancelled my account 3 times and fully expect them, based on complaints here, to continue to hit my bank if you don’t cancel the auto draft. Worst customer service in the industry. Record all conversations you have with them.
Allison says
MONITRONICS has the WORST customer service. DO NOT USE THIS COMPANY!!! I moved into a new home with a Monitronics system already installed. We could not get in touch with the previous owners so I called for help because the system is beeping uncontrollably. We tried removing the batteries but due to the place of installment and how it’s installed into the wall we could not without ripping it out of the wall. In efforts to avoid this, I called customer service where Kia would not help because I “didn’t have an active account”. She proceeded to tell me that was on the previous owners because they should have taken it with them?!?!?! What…it’s installed into the wall…that’s against REAL ESTATE LAW!!! She kept saying it was against policy to help with their product since I wasn’t an active member and then would not transfer me to a manager because that was against their policy as well. THIS IS POOR CUSTOMER SERVICE…any manager should speak to anyone and it’s sketchy that they won’t. I was initially considering getting the account activated but their refusal to speak to me about one of THEIR products that’s currently in my new home just lost them a customer and I hope several more because I would hate for anyone to waste their money on a company where helping people with THEIR PRODUCT is not a priority.
Ladybug says
I’m sorry to read that all these people had problems. I myself am happy with the company. We had one call where the alarm went off and I explained and apologized that I had burned my porkchops. There was no extra charge on my account. Customer service has always been friendly. Tech support is fantastic. Technician who came out was friendly. I would recommend Monitronics.
Nick says
You are blessed. Even a broken clock is right for someone 2 minutes out of 1440 a day; so still, beware.
Lauri says
I am a 2016 Louisiana flood victim, and my alarm system was badly damaged along with my house.
Monitronics continued to deduct from my account even though the system was down and they weren’t providing any monitoring services. (I couldn’t even live in the house since it was down to the studs.)
I tried to get them to understand that since they weren’t providing any services again yet, they should hold off until the house was repaired. They said I had to continue to make payments because I signed the contract. (Please note the contract is for monitoring services.)
I changed my account information when the rebuild process began, and they hounded me constantly about providing new payment information for them to deduct my monthly fee, even though they were not providing any monitoring services.
In addition to being a flood victim, I have had to hire an attorney because I have now been victimized by my insurance company and by shoddy contractors. Needless to say, my house is still not done over a year later.
Monitronics didn’t care, and is now destroying my credit because I refuse to give them payment information since I am unable to get my alarm system back up for them to monitor it.
Please just trust me on this…choose another monitoring service.
Me says
THE WORST COMPANY THAT I HAVE EVER DEALT WITH!! Started having problems with them the first week I switched from ADT. I was already locked in 3 year contract well that came and went, thank god!! This low life company continues to withdraw monthly bill TELLS ME I HAVE TO VERBALLY DECOMMIT. mind you not I called multiple times before the termination of the service only to be told it expires on it’s own at the end of the contract.
Zachery says
I have been a customer for years, since they were Alliance, and have several issues with this service. The price at the time was competitive, however they have a clause in their contract that they can raise your rate up to 5% per year without prior notification and THEY DO!!!
I now pay over $2 a day (for 2 motion sensors, 2 door sensors, and a smoke/CO2 sensor) and their connection to my control panel keeps timing out. They “constant communication with the panel is the justification for $20 more a month). They take no responsibility for the communication failure because as in their terms and conditions they’re not responsible for its reliability. This leads to false Alarms when going “Away,” returning and disarming mobilely, then entering the garage; which can lead to false alarm fees (again clearly stated that they aren’t responsible for).
As for negotiating the price, doesn’t happen.
So I’m paying this ridiculous price for a half-hearted product. This is a service company, giving no service, and taking no responsibility for the service failing.
Flores says
Horrible service! They send notifications to call for updates, but do not complete upgrades. They drag out contracts without upgrading, so the service is worthless for the remainder of the time. Customer service is completely unwilling to help with any issues. I DO NOT recommend using this company!
Phyllis says
I would not suggest this company to anyone. Please do your research and use a company that you can trust to give the stated services. I have been a customer of Monitronics Security monitoring since 2009. I contacted the company to resolve a problem with the system and a tech was sent out. The tech informed me that although I have been paying for monitoring service, I have not been receive services for years. I called and canceled the service I was not receiving, only to still be billed after the call. I then called to again resolve this issue and asked that their mistake is rectified only to be told that nothing would be done. I have tried to get this issue resolved to no avail. I am a Senior Citizen and I do not want anyone else to be taken advantage of by Monitronic.
John Powell says
Their equipment failed, they never sent anyone to repair, and they won’t let me cancel until I pay the next six months monitoring, even though the systems disconnected and they haven’t monitored our house for almost two months. Worst, most deceptive customer service I’ve ever dealt with.
Dave says
I would like to thank Monitronics for allowing my personal information (social security number, home address, date of birth) to leave their building when my installer left. When my contract expired he texted photos of my information and called me several times to sign up with him (he now works at a rival security company). So thank you Monitronics for violating my trust, because how can I trust you to protect my home and family when you can’t protect my information?
If there is anyone out there considering this company, I have one word for you: DON’T!
Alarm Reviews says
Sorry this happened to you Dave. Sounds like a issue with the technician himself and you could possibly press charges against him along with Monitronics. It’s a shame to see bad press come from bad employees but I understand your resentment. Best of luck to you in resolving this issue.
Leah says
I have been trying to cancel since I sold my house in August and we are now in October. Horrible customer service…they are still billing me. I signed the cancellation a month ago and just called to ensure it has been cancelled. They have “now officially closed my account”. And I will still be billed for it. They are not monitoring the house I sold and won’t cancel my account!!
Nick says
You are so right! We had to cancel our credit card, and this is after our 3rd attempt to cancel. They are the worst, including faulty hardware we gutted. You are so not alone. They may have changed the name, but they are the same.
Jared says
Moni Smart Security, HORRID CUSTOMER SERVICE, Last year I tried to cancel service because we were moving and didn’t want to keep going on the alarm. (moving from TX to SC) We were told that we would either have to pay the account in full (12mths left on contract) or transfer service to the new location. What they failed to mention was that they were adding an additional year of service onto my account. We are now moving again to a place where they CAN’T provide service and they are telling me that I now have 14 mths left in my contact. At NO TIME DID I AGREE TO AN EXTENSION!!!!! When I asked them to provide proof that I signed off on this I was told that they took a verbal from me over the phone when we set up the move. (Again not true, I didn’t want the service in the first place) I then asked them to send me a copy of the recording where I agreed to it and they said that they couldn’t not release that. SOOOOO let me get this straight, you will not provide proof where I agreed to the service extension. These people do things and don’t get approval from their customers! HORRID COMPANY!!!!!!!!!!!
Kathee says
Worst company I ever dealt with. Even after cancelling service they kept charging me even though I didn’t even own the house anymore! Employees kept saying they would take care of it but that was just a rouse to keep charging me. I’m in charge of new clients who move here to Vegas and they better not ask me what alarm company to acquire or they’re going to get an earful.
Frederico De Leon says
This company trick you with their package… make sure go over what is you package because they will surprise you when the installer come. The keep adding up the expenses when it should be included in your package! Stay away from this security company.
Vanessa A says
I had a contract with this company for 3 years and decided to cancel early. I’m so glad I did. Save yourself the headache and go with someone else! Nothing but issues with my alarm system, which included controlling the ac, front door lock. Once I began having issues, I was told I would be charged a trip charge of $45 just to come out. That’s not including fixing the issue. Never was this mentioned in the contract agreement. After I decided I had enough of paying for services that didn’t even work, the manager tells me I have a warranty that covers these issues. Well, your employees told me otherwise . The manager informed me that all I owed was x amount and my contract was finalized and paid off-5 months later they draft from my account saying my services had not been paid fully. So much misinformation with this company. Paid for services that didn’t even work and they couldn’t even wave the final fee for all the issues this company gave me! Never again….
D. Hunter -Harrisonburg,Va says
Yes, please don’t invest your time and effort in monitronic. I relocated from Florida to Virginia and the only technician is 2.5 hours away and they do not work on weekends. I was told several times by the relocation department that it’s not their fault I’m in able to work around their schedule which is only in the morning or 12pm. Technician also stated that they can’t work evening because they have to be back on the road by 3 pm. WTF!! I moved hundreds of miles away, new job and husband deployed off for work and I was told it was my fault that there was NO technician within 60 miles or less to assist me to accommodate me. CRAZY!!!!
V. L. Johnston says
Very unhappy about the cancellation process. Have never had to pay for a simple disconnect or provide detailed information about the new residence. I am handling this for my 90 year-old mother-in-law and have a very negative impression.
holtrlouque says
Monitronics is the lousiest alarm company! Their tech support and customer service sucks. I’ll be glad when 8/28/2018 gets here so I can cancel my my contract and find a different company.
Nick says
They are so horrible, I would recommend breaking the contract. I doubt they are covering security even close to what they say, as verified by all the attestations. We had to change our whole hardware system because of false alarms. They said to cut trees away from our house to correct. We did. WRONG! They just didn’t want the bother. It is just as easy to break a contract with them as it is to cancel. They are still billing us after 3 attempts to cancel.
dmertens310 says
Moni bought out a company called Capitol Connect.(Which we had no idea of) Capitol connect 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!
Donise says
Buyer beware, a contract is a contract is a contract with Moni, no exceptions! We sold a home with a contract in place & the new buyer agreed to take over, so we set up new service at our new home. Paid $700 installation on the new home, 4 year contract. Later learned that the buyer for the old home went with another provider due to better pricing, so we were stuck paying out the old contract. They didn’t care that we had set up the quite expensive new contract, nor that we had been customers at multiple homes for many years with their organization. They don’t care about customer loyalty. You have a contract, you pay it out, period. Completely inflexible and not customer friendly. Plus expect to stay on hold for long periods every time you call them. Will never use them again.
Lela says
Do NOT go with this company! Please RUN away now!!!!!!!! You can’t get out of your contract even when it’s up. We have been paying them for 8 years now and we stopped and now they want to take us to court. I’m outraged that this company gets away with this. Isn’t there a lawyer out there that will sue the pants off of Moni????? Please will the real lawyer please stand up and put these dirt bags in there place!
Al says
Monitronics was simply the worst security system company a homeowner can chose. Monitronics simply stop monitoring my resident without any notification and when I discovered this and asked for a refund of payments for months not covered the company refused and tried to keep billing me. Simply stated, if you are looking for a alarm company look pass monitronics. Choosing another company will be the smartest decision you can make for your family security.
Justin reusch says
I had terrible experience with this company. I signed a 3 year contract with them and they increase rate every year. When I moved to different location and wanted to cancel the contract, they said no. I had to pay 10 more months for the service that I didn’t use, just to wait till the contract end. Furthermore, the cancellation process is a nightmare. I called them to cancel, and it extended 2 more months after the contract end to get it done. Which mean, I had to pay 12 months total for the goddam service. This company is a robber. People answered the call are very rude and helpless. The way they practice business is immoral.
R. Walters says
One should only use monotronics, now moni, if you are ready for a lifetime commitment. Trying to cancel, even with no contract, is frustrating and time consuming. It cannot be done by phone, even when their employee says it is taken care of. The people I talked to on the phone were either unable, or not alowed to follow through with the promises made to me. Registered letters help, but electronic transfers were still taken from the bank after receiving a confirmation letter that transfers had been stopped. Another letter confirming cancellation was received. Maybe the end is near. I definately will not miss the 3 am calls that there was a low battery signal. Never got one during the day!
Andy says
Thanks for the heads up on this. I was debating on going with this company but I don’ want to be trapped with someone who is so easily willing to take money out of my pocket when I say I am done with the service. A friend has been with Moni for 4 years and loves it that is what got me searching for it to begin with but no thanks! I need to get rest.
Sherry Bolin says
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!!!
Parisa Moazeni says
I have had the worst experience ever with this company and its still on going. First off we were tricked into changing our service from ADT to Monitronics. The same gentleman who installed our system when we were with ADT suddenly switched jobs and showed up to our home saying we needed a “system update”…well that system update suddenly switched our contract to Monitronics (so deceitful)
Second issue:
I have moved from my house for over a year and cannot get anybody to call me back to cancel my service. They told me that my contract is managed through “shield security” which NEVER picks up their phone. I have sent endless letters, calls, even tried to drive passed the office and its empty. I am stuck and nobody knows how to help me therefore I have started the process for taking this to court.
Jon M Green says
I moved to Monitronics in 2005, and have remained with them since. I just had a smoke damage claim, and it was Monitronics that called the fire department in my absence. Their cost is the lowest I’ve seen. The only hiccup I see is they do increase my monthly cost a bit each year, but they’ve never called or written to say they were going to. It shows up as a monthly charge, period. All things considered, I think they provide good value for the money, but they could be easier to talk to when I need to call, which is about once per year. I periodically call and test a section of the alarm system, and they are thorough.
Katherine says
Fire/smoke detectors and monitoring system did not work on less than 3 year old system. When I called to schedule service, the customer service rep told me that I was wrong, the system was working, and discouraged me from setting up a service appointment. Thankfully, I scheduled the appointment, and the the technician who came to the house confirmed that the detectors Moni had installed were not working and the monitoring system was not working correctly because it did not detect the issue. The detectors were replaced; however, I was charged by Moni for the service call even upon discovery that their equipment was faulty. Trying to cancel with Moni is a frustrating process. I was given incorrect and incomplete information by multiple customer service reps, as you have to speak with multiple people in order to cancel. You then have to send a letter in order to cancel your service. MONI DOESN’T TELL YOU THAT THEY CHANGE YOUR ACCESS CODE ON THE MAIN PANEL IN YOUR HOME WHICH PREVENTS OTHER COMPANIES FROM SETTING UP MONITORING SERVICE. There is an additional process to receive the access code from Moni that will allow another alarm company to monitor your property, and this “process/policy” is set up to take weeks. EVEN AFTER CANCELATION MONI CONTINUED TO CHARGE MY CARD ON FILE.
Janice Rice says
Contact your credit card company, file a complaint against this company. Our credit card company is great if we have any problems with any company. Put a stop to their payment. You have insurance with your card that prevents this type of abuse
Terri Knudsen says
Were you ever successful at getting rid of Moni?
Michele says
We’ve been with Monitronics for 16 years, and their customer service has always been wonderful, prompt, professional and very helpful. They ARE available to renters. You just have to have permission from the landlord, which usually means providing a secondary access code to the landlord. I know this first-hand because Monitronics has moved me multiple times from a house we owned to a couple of apartments/rental house to my new permanent house. Each move was done smoothly with a simple phone call, and their wireless systems are easily installed/moved. You can get cheaper services, but I prefer to stay with a company I trust.
Alarm Reviews says
Thanks Michele. Yes, we marked as not avaialble for renters because this is not ideal for most renters or landlords to go through that process. Because renters typically stay in a residence for under 3 years (which is standard contract length in home security) then the Landlord also faces the risk of them leaving and abandoning their contract. The monitoring services are connected to the home and not always the account owner so at that point the landlord would be required for the bills. Anyways, yes it’s a great choice and option for those landlords who trust their clients or have a history of on time payments! Thanks
David Shelton says
Hello, I work for AMSA Security, a subdealer of Monitronics. Some dealers are better rated than others so not all bad things said about Monitronics are true, they might actually be about the dealer the user signed up through.
Grace says
Be careful with their auto renewal, I got stuck into another contract because I wasn’t aware of it. They wouldn’t let me out of it either. Trust me there are other companies out there for the same price but better equipment.
Amber says
I’ve had them for a year now and all I can say is that my alarm went off once and the responses quickly. I’ve read tons of compliments online about them after I signed my contact, so now I’m really just waiting to see if these compliments are true or not. My service has been great so far. Keeping my fingers crossed for the rest of my contact.
Arthur Bolen says
To Monitronics, Protection Source and anyone else that thinks they can send me bills for something and some company that does not have a current agreement signed by me.
In early 2011 I called GUARDIAN Protection Services to inquire about an alarm system for our new home. I initiated the call specifically to Guardian which indicated that I wish to have Guardians service. They (Guardian) sent an installer out and installed our system. I paid Guardian monthly for over 5 years for GREAT service even after my contract ended on Feb. 28th, 2014. Guardian DOES NOT AUTOMATICALLY renew their contracts. They go on a month to month basis. I have been out of contract for over 2 and a half years yet continued to use Guardian as my monitoring company. I NEVER authorized anyone to switch me from Guardian to Monitronics or anyone else and since my original phone call in 2011 was placed directly to Guardian that indicates my desire was to do business with Guardian. I will not pay anyone except Guardian and I will not pay a dime to Monitronics. The decision of Protection Source to “MOVE” my monitoring to someone else was not authorized and terribly unethical. Please do not send me any more bills. I have forwarded a copy of this letter to Attorney Steve Green at Bellah and Perez Law Firm in Glendale, Az. And I will be filing a class action lawsuit on behalf of the thousands of customers that this has happened to over the last few months. Please cease and desist any further attempts to extort money from me and send a letter to the below E-Mail indicating that I am NOT a customer of Monitronics.
Katrina says
I have a very basic system that covers three entry points, no cameras or anything. Twice now, my alarm has been breached and they can’t find out why. This is very frustrating. I like the remote key fob. But for the amount of money and the no answers to what is wrong, it isn’t worth it. When my five years is up, I’m finding a new company.
Ian says
Ha I think that’s funny you mentioned their main client base as older people! You nailed it right on and other review websites won’t mention anything like that. They are a sound company but they do need a little of something new to keep young adults coming on board too.
Kenny says
I personally feel like not offering the options for apartment security is what is hurting the younger base. I know when I was in my 20’s and even 30’s I rented and enjoyed that the apartment supplied the system. When I bought my first home at 41, I got a system hooked up A-Sap!
Linda Mike says
We had a problem with our security system so we spoke to Monitronics’ customer service. They came and fixed it. They were prompt and friendly. Overall, it was a good experience.
Jeff says
At first my bill was supposed to be $54.99 plus taxes per a month. After 3 months my bill rate jumped and when I called them about it they said it was due to security equipment I was leasing that I didn’t know I agreed upon! Not a happy camper, I would’ve bought the equipment outright or went with Protect America who leases their equipment over 3 years. Now my bill is close to $70 just for a basic security system (yes, not even cameras!). Shame on Monitronics customer service.
Sam says
I had the same issue as you earlier this year. Out of no where, the price jumped on me. I ended up getting out of my contract. I was ready to sue over it but my lawyer (who happens to be my brother) said there is no point.
Miles Fraise says
Well, this looks like a company that knows what they are doing and has some success with plenty of features. From what I have been reading, this company is going on my “short” list.
Gail Jones says
Not recommended or my first choice in security but Monitronics does the job that is needed for a home security system. Overall, it has been a great way to provide safety to my family and it’s nice knowing that our house is monitored now that I’ve become a home owner. They also troubleshoot things when I feel something is not working.
Casey WIlliams says
This is how I felt. They don’t have the best stuff but what they do still works great. I mean if you need to cut corners and can’t afford one of the bigger names, this is the best option. I have been with cheaper and some who were even slightly more, and this one takes the cake for me.
Patrick says
Great response to alarms set off in the years I have had them. I do see what you mean by they need an update or something to keep their current customers around because they never offer new incentives to stay on with them.
Willard says
I recently have been looking into getting a security system and know nothing about them. My wife’s boss recommended them to us so I have been doing some research. Thanks for posting all this information. I am going to have my wife look it over and see what she thinks.
John Carroll says
Great place to start your research. When I got my system, the research that I did before buying and committing was VERY helpful!
Heather Wing says
I agree about their items being out of date but it isn’t that far off from the bigger shark companies of America. Think about it this way, their stuff is likely compared to that found in 2010… That is only 5 years ago and to me, saving a good $25 a month evens that out in my book. I was paying way more with another company and I am happy I switched. My husband feels better when he goes out of town and I feel better at night when it is just me and our two little girls. We can’t get a dog so this is the next best thing.
Kyle says
This company has been around for over 20 years and I remember the first time I used them, back in 99, they had some issues. I ended up canceling. A friend recently got them installed and they have changed big time. It’s good to see that kind of change but I’m still going to stick with my ADT.
Tom says
I owned a home a few years ago and had Monitronics. I had no issues and they were very helpful every time I called them. I recently purchased a home and forgot about Monitronics. I signed up with a competitor that was recommended by my Real Estate Agent. The competitor failed on many levels and I was very dissatisfied. I looked up what I had at the previous house and found it was Monitronics so I hit them up again. The sales guy was great to work with. The installer was professional. He explained everything to me and tested everything before he left.
I had to call them a few times after the installer left. No problem at all. I usually get through to someone within 2 to 5 minutes. They were able to help me with my questions. I’m quite happy. I also like their touchscreen security pad. The best part is that the security pad tells you which window was opened or which door was opened (when they are opened) so you don’t have to wonder. Finally, if something was open and stays open, the security pad is yellow and tells you exactly what you need to close.
Susan Kraft says
As I grew up in Dallas, now living out of state, I began my security with them, and when we moved, I stuck with them. Very happy with their customer service, and the price is good for the product you get. I just went with what I knew as a reliable company.
Jerome says
One of my cousins has this system setup in their house. Yesterday I went to meet him and he showed me the features about Monitronics and I am very impressed with what they have going for them. I asked around and their cancellation policy is pretty strict, you have to send in a letter signed by you with your phone number etc. to cancel after 3 years.
Tom K. says
Plenty of accessories, good pricing plans and more than 20 years of experience? I am thinking this one looks like a good option even if you only go with the lowest $35/month plan!
Michael Smith says
The problem and only problem with them is the reason why they are so cheap… They have outdated equipment. Take it from someone who worked with ADT, they have great business and customer service but their equipment is just not reliable in comparison.
Jackie says
I have found a few companies to be cheaper but they offer a lot less. I’m not convinced this is the company for me since no one has really heard about them and they are mainly a door to door sales company which I tend to shy away from!
Sienna Davis says
I don’t really care what other people think of this company in regards to “coolness”. They seem very effective and have the A+ rating which impresses me greatly. This is definitely making my list of companies I need to look at more for the future!
Becky says
I personally loved the company up until they wanted me to sign a huge contract. I was ready to go with them but that contract is a killer. I don’t like to have any contract be longer than 2 years, specially as a renter. Such a shame. They sounded so good and affordable for my needs.
Shelly says
Trust me, that is the only downside. My husband and I ended up signing with them but I wish we would have looked around more. There are definitely better deals and better rated security companies out there so I would advise anyone looking to read other reviews first. Our dog passed away last year and I haven’t slept good since. We both agreed on not getting another dog to replace it so security is the way to go!
Jay says
I had no idea that Deon Sanders, Micheal Strahan and Chuck Liddell have all worked for and on behalf of Monitronics. That’s kind of cool.
However, it’s hard for me to not take into consideration the fact that they aren’t big on innovation. That’s something that makes me very cautious and think twice about their service.
Emily Simms says
They seem to have a lot of potential and they do quite good from what I hear. The cons aren’t really that bad in my opinion, but I will do some more research on them just in case. Great review by the way.
D. Cliff says
Monitronics was a great company until they went the Authorized dealer route like ADT and then their dealers have given them a bad reputation. I wish they would’ve stayed independent and ahead of the times but it seems like they have been overtaken by all the other companies reviewed here.
Alarm Reviews says
Agree Cliff, Monitronics was the main competitor to ADT in the early 00’s but they have slid behind. Part of that can be attributed to the dealer program you mentioned and also a lack of presence online and in neighborhoods. They have spread themselves thin across several marketing techniques and now can’t keep their current customers happy enough. Luckily for them, they have thousands of senior citizens that pay each month without knowing there is a better system or deal out there.
Sean says
Monitronics has always been 100% through authorized dealers, unlike ADT which does their own corporate program and an authorized dealer program, essentially making their dealers compete with corporate.
Whitney says
Ha I agree with the cons of this review whole heartily. They are the company that a random neighbor or two will have in each neighborhood but no one proactively talks about them or proud of their alarm system. Pretty high prices over the usual and longer contracts kept me with the typical ADT.
Payton H. says
I don’t believe the whole ‘Monitronics went cool’ marketing scheme and if they did I missed the boat. They did a new website I saw and new marketing but if you want a good automation company just go with Vivint or Protection One. Does anyone honestly go out of their way for Moni these days?
Sammy says
I feel like they are due for upgrades but at the same time it will increase the cost. I know this sounds bad but at the end of the day, it would still increase sales. I love that they are cheap but I opted out because I needed more reliable technology to protect my home. It is a large home with lots of valuable things.