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Roderick of Kenosha, WI March 10, 2008
Roderick of Kenosha WI (03/10/08)
I had my system installed in July 2007. Within weeks I had problems with the transformer (box that plugs into the outlet). There was no power to the system. I called for repairs and asked for reimbursement for lost service. I spent nearly an hour going back and forth between Platinum Protection and Monitronics. It ended up taking about a week for some one to come out. I only got credited back a few dollars (better than nothing). The transformer was replaced (with the cable lying in a mess on the floor), but then soon after I kept getting false alarms with no phone calls from the company. The alarms were easily cleared, but it would happen again and again. I left the system unarmed a few weeks because I couldn't deal with waking up in the middle of the night. I would alarm the system from time to time, but would then keep getting false alarms.
I recently had a fault message on the main box. I didn't call right away. I just kept the system disarmed. I called for service on 03-03-08 (switched to about 3-4 people). They said I would receive a call in 2 days. It's now been a week. I called to get this resolved and was switched to 7 different people. I finally told the 6th person to just forget the service and remove the system from my house. He transferred me to the 7th person. I was told a manager is looking at the service ticket to try and figure out why I am not getting any help, and I should receive a call tonight or tomorrow. We'll see. I spent nearly an hour on the phone today for a simple issue.
Bottom line, I am very disappointed in the service, both customer service and technical support. Why does it take over a week to schedule an appointment for lost service? I will most likely be charged for services I am not receiving. I will try to keep this message updated. Today is 03-10-08. The phone # listed above is the company I signed up with, but was told to call Monitronics for any problems. Their phone # is 1-800-447-9239.
Lost/faulty service for at least 2 weeks. Going on the third. Christopher of Tucson, AZ February 26, 2008
Christopher of Tucson AZ (02/26/08)
I must agree with every single negative post about this service provider named Monitronics. They have illegitimate sales practices, extremely poor levels of customer service until you get to senior management, disgraceful monitoring, and several alarms (3) due to burglary with no alarm being sounded, i.e.: faulty alarm components with 3 replacements of faulty components.
Each time my business was broken into, the store front glass was broken. The last break-in was in Nov., and we had special shatterproof glass installed. On Feb 23 the alarm went off again--after someone took 3 minutes smashing a hole into the shatterproof glass with a very large brick and proceeded to climb inside the store. Glass break sensors are installed; they never went off. Tests by the company prove nothing; their system shows everything working. However, give a criminal 5 minutes alone, and the outcome is much different. This is the 3rd time the alarm components have failed to work.
Be ready for a yelling match every time you call this company's customer service center for repair or otherwise. I can't wait for BOTH of my contracts to end with Monitronics--Commercial & Residential. The door replacement cost has averaged 535 - 700 each incident after break in, and the criminal still gets to wander around stealing products, money, and merchandise before alarm sounds. This contract I chose to sign was the worst--the most wrong decision as a business owner I have ever made the mistake of signing. I can't believe I fell for some nobody salesman who was on an internship for college. What a mistake. I am interested in finding those who have threatened a class action suit. I would participate and split initial cost of going after this business. Consumer reports, BBB, and Consumer Affairs have an unbelievable amount of negative press on this company.
PHYSICAL DAMAGE - Store front door, door casing, door hardware. Damage could also be assessed by a Physician to assess health risks involved with the levels of poor, irritating customer service. My heart should not ever pound when talking with customer service or with any company because a customer agent was either interruptive, argumentative, or just rude. Physical damage result... (3 )600.00 doors over the last year. That is hard on a pizza business. Devin of Coolidge, AZ January 25, 2008
Devin of Coolidge AZ (01/25/08)
Monitronics is completely a bear to deal with. Rude customer service along with incompetent employees. On my top 10 worst companies to deal with ever! They gave us choices to either: renew our contract. (which extends the contract by another year), purchase new equipment (more money), or turn our service off and still pay them a monthly cost. Lee of South Bloomfield, OH January 17, 2008
Lee of South Bloomfield OH (01/17/08)
DON'T SIGN A CONTRACT WITH MONITRONICS. My parents and I purchased alarm systems from Monitronics at the same time. Since I could not be home when it was installed, my mother was at my house when it was installed and signed once it was completed. From that time on, if my alarm went off they responded to my parents' house and visa versa. They called us regarding my parents' account and called them regarding my account. They billed us for each other's service. We tried at least 10 times to explain to them the situation and get it straightened out with no success. Not once did they respond to the proper residence when an alarm sounded. My parents moved out of state and transferred their service there. I finally called and told them that I no longer wanted the service because they couldn't get the accounts straight.
An attorney called me about 2 years ago asking for my father regarding his address--but for my account. I told her the situation and told her to get it straight and then call me. I never heard another word....until now. My parents ran their credit reports yesterday and found out that they are being sued for 1547 for my account because I didn't meet the requirements of my contract. They say that my father cosigned and that they haven't been able to reach either of us for the past 2 years. First of all, I'm still at the home that they were supposed to be protecting with the same phone number that they were supposed to call if my alarm went off. Second, my parents are still with Monitronics at their new residence. Third, if my father cosigned, why is nothing showing on my credit report for this? I am now filing with the Attorney General's office to get this resolved.
My parents now have this on their credit report which is affecting their percentage rate in buying a new car. I now have to figure out how to get it off their record and onto mine or just pay it which it not possible right now. Charles of Pelion, SC January 5, 2008
Charles of Pelion SC (01/05/08)
The problem started when I accidentally triggered my alarm one day. To my surprise, Monitronics (the monitoring agency for my alarm system) did not call. I called them to ask about this and they walked me through a test. The test worked. They advised me that I needed to allow the alarm to run for at least two minutes before they would call. That sounds odd. So I purposefully tripped the alarm the next day and let it run for five minutes. No call. I called them back and they ran another test. Wouldn't you know that it worked fine. I contacted the installer of the alarm since I was getting nowhere with Monitronics. He worked on the phone with them and supposedly they found a problem and fixed it, but I didn't believe it. Remember the tests worked. And yes they did call me on the same phone that they should use for the non-test alarms during this test. So there are no issues with phone communication either. Nonetheless they have a backup number that they could use if no one answers the primary number.
So I tripped it again a week later and let it run for five minutes and again got no call. I called back and they ran another test and guess what, it worked. So at this point I'm pretty convinced they just aren't paying attention to the signal. By now I have had it and I'm not willing to do any more tests. I just gave up on it. I decided I would start looking into another monitoring service for my alarm. A few months later I was ready to make the switch. So I called Monitronics to cancel my contract for lack of service. While I was on the phone the contract guy tried to walk through the standard stuff like if I had run a test and how long I let the alarm run, etc. I wasn't interested in talking about it any further at this point as I had already done several tests. While we were on the phone I was googling them and found several complaints against them at Consumer Affairs. So he informs me that I can't get our of my contract early. At this time I was done. After seeing what I saw on google, I had no interest in wasting my time any further. I decided I'll contact my attorney to let him deal with the contract, one that I think is broken by Monitronics because they fail to provide the service in the contract.
Think about this. I get a discount on my homeowner's insurance for having an alarm. What if someone breaks into my house and Monitronics doesn't follow the procedure on their end. My insurance company is not going to be very happy. And that is the least of the problem. So I am adding this information to Ripoff Report and Better Business Bureau as well and I will let my attorney handle my personal dispute from here. But I do have a sore spot for bad businesses so I'd also consider a class action suit.
I'm paying 39.95/mo for a monitoring system that isn't working. If someone breaks into my house the alarm will go off but Monitronics will not call me or the police. I have little faith that I'll get any service if I press one of the emergency buttons (police, fire, ambulance). So worse than the monthly fee is the fact that I am not getting this valuable service.
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