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ADT is one of the most well-known home security companies in the United States. They work with a variety of independent service providers that install and service ADT solutions across the US. In terms of getting the job done, ADT is one of the most trusted solutions and has the largest customer base of any home security company in the US. That said, over the years, newcomers have challenged ADT with upgraded equipment, more smart home features, and competitive pricing. ADT is still the biggest, but innovation is sure to challenge.
Moni (now Brinks Home Security) is a nationwide home security company that has made big moves over the years to be a competitive force in the industry. They have made a lot of changes over the recent years. They have some good quality monitoring and integrated Nest Secure equipment. There are some reports of issues with billing and contracts. Make sure to read your contract thoroughly. If a simple monitoring system with good monitoring is what you are after, Moni is a potential option.
We recently purchased our first home, and decided to go with ADT for security. Our technician, Donald K, did an excellent job installing our system, explaining everything, and ensuring we had the best system for our home. I felt as though he genuinely suggested the best options for us, based on what he would do if it were his own home. And to cap it off, he was super friendly.
Ask for Donald K!!!
***Other commenters mentioned a 3 yr contract, this is FALSE as the state of CA mandates that contracts max out at 2 yrs. The misconception is due to ADT's standard forms since the other 49 states don't have this state-imposed limitation, so the form states 3yrs. Donald crossed out the 3yrs on our form and had us initial by it. No big deal.
I would like to start by saying LUAY H. initial contact, follow-up, and customer services were impeccable. I was so impressed with the professional, quick, and easy set up that happened in my home on the follow-up visit. He was skilled, and neat in installing the cameras, ring doorbell, and updating my alarm system. Luay made me feel so comfortable with updating my system and adding the ring doorbell. The hard part should have been teaching me how to use the updated equipment, and he was so patient with helping me add the apps to my cell phone and how to work the additional equipment, which is no easy feat! I can only say that Luay who works for ADT made me feel safe, comfortable, educated, and confident with how to work my system. I recommend and hope other customers can get the same experience that I had with him because he made me a believer in ADT. Last but not least, I cannot stress how important customer services is to me and how imperative this job was to my family; to get my ADT system updated and working. I was on the edge with going with another company and because he was so REINSURING, HUMBLE, AND EXPLAIN how the different parts of ADT work he kept me wanting to continue being an ADT customer. Thank You LUAY... #yougotthejobdone!
I called ADT over a technical issue and was not in a very good mood. A very nice lady whose name was Sherry helped me and she was so kind even through my grumpiness. I wish all employees could be as nice as her and as patient. I would like to thank her, Sherry, for putting up with me and I apologize for venting my frustrations on her. After I hung up I realized how hard it is to be in customer service and to be able to maintain grace and dignity. Sherry was an excellent customer service employee and provided exemplary technical support.
They do good work. If you hate ADT it's because you purchased from an authorized dealer. Do not do that. Buy directly from a corporate representative. You pay a little more but the quality is so much greater.
Wow best customer service and user friendly security system ever! Thank you so much Luis Fajardo for going above and beyond, and giving me peace of mind! Thanks to you I will be referring friends and family to ADT. Thank you again your outstanding customer service and hard work....it does not go unnoticed!
Francisco did a great job. We have had ADT install systems in multiple homes and this was the most complete and professional install yet. Highly recommended
Okay, so, I just purchased my first home, and wanted an alarm to make myself and my wife feel safer. I was on my Bank of America credit card online account, and noticed that had a cash back deal for ADT, so I thought, great! Of course, it wasn't through ADT directly, it was through Protect Your Home, which is an authorized ADT retailer. I called the 1800 number and set up the appointment and was charged the $100 installation fee immediately (it's ok, I'm getting $100 cash back through BofA anyway). During the phone call, they upgrade my package to include 2 keypads, 2 keychains, and $700 in extras. I thought great! Fast forward to the day of the install, the guy showed up early (which was great, except we were having Fios and a new water heater installed at the same time, so him being early made it even more crazy!) Off the bat, I had kind of a negative reaction to him, because I told him Fios was here and they are installing a phone line for you to connect to. His response was, oh, we don't need that, everything is done wirelessly now! My first thought was great, but I'm also not an idiot. So, I said to him, great, as long as its the $27.99 that we agreed to. He told me it wasn't but we can talk about that, which I then replied that as long as its $27.99 that we agreed to, then we can talk. At that point, he drills a hole where the main keypad would go, took him a while (not his fault), and then installed the keypad. We then went over all of the windows and doors, and everything fancy thing they sell. They then quote you an absurd price if you install every gadget they sell, it came out to almost $6K! Of course, no one buys every gadget, so he then takes some of it out, and quotes me around $2500 for the installation. At this point, I was really upset, because I'm not paying that kind of money, that's absurd. So, little by little, you can reduce the pricing by getting the regular window/door senors instead of the better ones, get one keychain instead of 2, one motion sensor, etc. After spending 20 minutes trying to get the price down, it got down to a more reasonable $250. Again, I'm not stupid, I know they upsell, I kind of expected it, but do it in a ethical way! They also try to upsell hard on the Pulse $52.99 package, but as long as you keep saying no, they have to give you the basic $27.99 package. So, after he installed everything and tested it, he had me sign the contracts, sign here, initial here, etc. Everything was fine, except the next day, I was charged another $96 on top of the $250 charge that was for the additional sensors/keypads/etc, which I did not authorize! It turns out, in the contract (which they do not tell you), you are agreeing to pay a prorated amount of your current month + next month's amount, but not for the monthly rate you agreed to, but for the $52.99+tax, regardless of the monthly price you signed up for. It is actually written into the contract, and they conveniently skip over it. At this point, I've had enough and contact ADT customer service directly. They have been great, they refunded me the overcharge amount, and have guaranteed I will be billed $27.99 per month starting next month. So far, I am happy with ADT, but buyer beware, if you use protectyourhome, this is what will happen! This is how they make their money, they don't do it ethically, they overcharge and upsell and hope you don't notice. But if that happens to you, contact ADT directly, they will fix whatever you were overcharged.
This company is a scam. Plane and simple. ADT actually canceled my service because when ATT canceled its 2G network they could no longer get cellular service in my area. Now "Protect Your Home" attempting to extort $569 from me. Collection calls twice a day and hangs up when I answer. They only leave messages when I don't answer.
I've been shopping around for a Security system. These people call me Saturday morning, she asks my address and asks me to verify the last 4 of my SSN. I was like why do you need my SSN I just want to get information on packages and know what prices will be monthly. She said that they are offering $800 in free equipment and to go any farther they need the last 4 of my ssn to see what packages I'll qualify for. So I give it to her. Next thing out of her mouth is install dates. I say I'm not trying to install I wanna know what you offer and what the price is. She says again they give $800 free equipment. Mind you that include siren door sensors. So nothing extra literally make you get everything separate. So again i say that's not what I'm interested in. I want a quote for standard security 2 doors with a door keypad and a camera. She puts me on hold and her manager gets on the phone. He was SOOOOOOOO RUDE! mind you this whole time I'm just trying to get information. I ask him about the camera and he says yea we have everything if you dream it adt can do it. Then I say AGAIN I'm just looking for quotes. He tells me they don't do quotes I have to have an install and the tech goes over prices and packages! Wtf I'm not signing up for nothing without information. This guy wouldn't even tell me how much a camera was, or the service fee. SCAM! So then I say well I'll have to think about it I'm not trying to sign up for something I can't even get information on. Then he says well we already ran your credit.. WHAT THE ! Today (Sunday) credit karma alerts me of a hard credit check. These people are THE WORST!!! Beware go somewhere else do not even answer the phone. I'll be calling headquarters! When I say this guy was rude I mean it! He made me feel so dumb. I used to work customer service so it takes a lot for someone to make me feel stupid this guy was awful. Before he hung up on me he says you'll have to pay for all your equipment then. WTF!? Who are these people. STAY AWAY
Saw an offer through my bank (PNC) that would reimburse you for installation fee so thought to myself, "Why not!" When I initially spoke to the ADT rep, I told her my specific reason for an alarm was to have alarms on my door to notify me when open since I have little ones and an in ground pool in the backyard. She said, "Not a problem" and even threw in an extra door sensor to the "free" package. Fast forward to day of the technician coming out. We went over what I was getting (the basic package) and why I was getting it...door sensors for kiddos. He went around and installed the keypad, sensors, smoke detector, etc. He then spent the next THREE hours showing me every piece of equipment he had, why it was important I focus on security vs. just the door notifications, and tried to get me to sign an agreement over $10,000 for all the bells and whistles. Whenever I tried to stop him, he told me he was going to go over it anyways. He even had the balls to tell me that he "cared more about my family than I did" since I wasn't focused on security. WTF?! The next day, I noticed an $82 charge on my card that was explained to me was going to be the prorated for this month and next month's services. The contract amount was for $27.99/month so obviously $82 is way above contracted price + prorated amount. Needless to say, I called the company and CANCELLED everything and had them remove their sh*t from my house. I even forewarned them that the technician coming out better not try to waste my time convincing me otherwise. Of course, that in itself was a fiasco. Tech showed up 2 hours early when no one was home. I had to call the company and have them sent back at the appropriate time. They left my outlet covers off, drywall everywhere, and just ripped wires out of the wall. I would rather buy a SimpliSafe system with no monthly service fee than use ADT. It comes out way cheaper in the long run.
Please whatever you do, don't use this company or their services. Thankfully I had read the other peoples' comments on yelp before I committed to these folks. The reviews are really accurate, what other folks detailed below is exactly what happened to me. They promise to throw in a free this and a free that and charge you $90 or a $100 or something like that just to even make an appointment to come to your home. Then it's SO hard to get that money back, even when you cancel that appointment and go with a different more reliable company. I've used ADT previously, so it's not ADT that's a problem, it's just this "Protect Your Home" folks that are a problem. The manager actually yelled at me over the phone because I was trying to cancel the house visit appointment!
THIS COMPANY IS ATTEMPTING TO SCAM ME. I have never signed up for their services. They are attempting to collect money from me, including calls up to twice a day from multiple numbers. Please avoid this company at all costs!!!!
If I could I would give it a lower star. everything said in previous comments related to scam is true. I wish I had looked at Yelp comments before buying the package with Protect Your Home to get ADT system. Promises of free installation and $100 gift cards did not happen. At installation I was given an estimate of over 5K for equipment (off course they tell you this after installing the monitor on the wall). When rejected they brought it to over $150. so disappointed.
If there are any negative star, I would happy to do so. It is a big scam. They will put holes in your house and then ask for get more stuff for paying a high amount. If you don't take those stuff then they need to take system out and it will leave patches in your house. The other thing is it is not 27.99 per month. You will end up paying 52.99 per month with them.
I strongly urge to avoid this company.
Garbage service. NEVER use them.
They do nothing, charge a premium for service and are slow to call you back about any issues ... yet quick to install and leave you with a trashy system.
Do not use this company. There was to be no installation fee. It was suppose to $27.99 month.I had charges placed on my credit card without my knowledge. I was suppose to get a $100 gift card. Did not happen. I don't know how they get positive feed back, because there is nothing positive about this company. I can't stress it enough do not use this company or you will be burned.
I did not sign up with them as they force you to pay $99-first to schedule the first appointment. I asked if it's refundable and if so, where can I see that refund policy in writing. They said they don't have it. That was the deal breaker for me. I understand the people on the phone don't control that. Normally, I'd give 3 stars if that were it. But 2 things from the experience I had on the phone with them made this a 1 star review.
To be clear, Protect Your Home is a 3rd party company separate from ADT. They also send out 3rd party technicians - not ADT technicians. So your relationship and payments are handled with Protect Your Home. NOT ADT. This is a common business operation, but from reading other reviews this seems to be a big part of the problem.
My experience - The first person I spoke with was nice, but before answering my question on if there was a refund policy in writing on the $99-first appointment booking fee she sneakily ran my credit without being clear she was about to do that and without my permission.
After telling her that me not being able to see the refund policy in writing was a deal breaker, she put me on with a manager to try and help. He initially jumped on, was nice, asked me why I was calling in, and then offered me a better deal on the service. He never acknowledged my only, primary concern. So I told him what my concern was and I explained I had a "rip off" experience in a similar type of deal with another big company before. He continued replying only by basically just verbally promising that won't happen and that there was no way to get that refund policy in writing to me. Which I accept from him, no worries there. But he continued to try and "save the deal" even though it was dead for the reason I clearly explained to him. The call wrapped up by him continuing to try and speak over me. As well as spoke to me condescendingly towards the end. Which confirmed what other reviews said about how they are only focused on closing for the appointment regardless of the customer's concerns.
Things that they say to be aware of when they try to overcome your objections:
- "By saying how ADT is a huge, great company. And how THEY would never do that." But THEY (Protect Your Home) aren't ADT
- "We have been in business for a long time, we wouldn't be in business if we lied." This doesn't make sense as you can be in business and still lie - just look at Time Warner Cable. Also, for them it's stupid to say because of all the bad reviews they have on Yelp and other websites.
- "We will send you that language after we run your card." This doesn't make sense and is what the last rip off experience company I had said.
I'm going to try and work with ADT directly. I would recommend that for others too. Hope this helps.
For the short answer: DO NOT USE THIS COMPANY FOR YOUR SECURITY SYSTEM!
1. We were told it would be only 27.99 per month for service
2. Was only suppose to have a installer come out to see if previous alarm system in home was able to be "taken over"
3. Installer who came our said out previous system was being ran through a telephone line and not cellularly (we were under impression that previous system was cellular)
4. Installer said it would be 47.99 for cellular system
5. We told installer would have to think about it since we were told differently prior
6. installer became angered and irate and said "this is how i make my paycheck" and it would only take an hour
7. Finally we just went ahead and decided to get the system installed that day.
8. After a 3 HOUR installation the installer tells me its going to be 52.99 for the service with taxes (which doesn't add up in my area)
9. We were suppose to get $1,800 in free equipment, after installation the installer told me he had used up all the credit but could not explain how it added up to $1,800 with what he installed that was not able to be "taken over"
10. He went over the contracts and everything and said i had 3 days to cancel with no questions asked. Also 2 hours after leaving the system did not work and had to call to troubleshoot.
11. The next day I called to cancel the old security system, in the middle of canceling i asked the agent to double check what type of system we had through them and she said cellular.
12. At this point i realized the installed was a misleading liar who came into my house lied to my face and said we had a different system to get us to pay more per month.
13. That same day i called to defenders and told them to cancel the contract - the representative said i will get a call from their loyalty department to get everything taken care of.
14. The system continued to not work for the duration of the time we had it and i was told a technician would come out to troubleshoot but nobody ever did
15. on the 5th day after installation i finally got a call from loyalty department and the lady had the nerve to tell me she could not cancel since it was beyond 3 days when i had called in the day after install to cancel
16. After 2 WEEKS for talking to multiple departments and getting the run around, a person with common sense at this company decided to cancel the contract since i called day after but was not helped properly.
17. Its now been 3 weeks since cancelling and I still have not received my refund for installation. every time i call they say should be done in 3-5 business days
Well see how long this goes, but hopefully this draws attention and the people who have appointments for defenders to come do a installation this otherwise now. Really shocked that ADT partners with a company like this, we have since went back to out old security system through MONI
Worst company and service in my lifetime. They mislead you into a contract. Sell you unnessary equipment and do not account them correctly. Even if you return the equipment they do not document and do not pay you back. They do not provide you copy of your updated agreement. Would not give you any confirmation on the equipment they take back. Later on you are batteling between them and ADT. ADT another horrible company doesn't keep the contracts updated and ask you to follow up with them and they keep charging you unfairly. Please say no to these kind of business does. Horrible people and company.
It's not a surprise to see 1 star reviews here. I was researching ADT authorized dealers and I responded to one of their flyers and gave them a call. For a start, they only offer a handful of wireless sensors and the rest are wired. Even worse, before signing anything I was asked for credit card details prior to someone coming out for an appraisal. I did this and then 15 minutes changed my mind and went with American Home Alarms (5-star reviews). After calling to cancel and get a refund of the installation fee I was told it would take 15-30 days. Err, for no services rendered I have to stand out of my $100 so you can hold onto it? Unacceptable business practice. I then called my credit card company, filed a false charge, got a refund and then blocked them from ever charging anything again. Bye bye.
False advertising. You will never get the monthly rate promised, you will not get all equipment promised. Don't do it. The only saving grace is that you have 3 days to cancel which I am doing.
DO NOT USE THIS COMPANY!!!
When I decided to install an ADT system for a house I was selling (yes selling!) I hired this company unbeknownst to me that they were a 3rd party alarm install company. I clearly told them I was selling house (they saw sign out front) & I asked them if I can transfer contract over to new owner without getting charged penalties; early termination fees, etc. & they said YES (of course I didn't read their multi page terms & conditions lol). Fast forward a year later... house is sold, I successfully transferred ADT account & guess who calls me? A Protect Your Home rep barking I now owe $720 because I cancelled my contract!!
I called ADT & they said since I hired that company they have no control over what fees PYH charges.
People just install a DYI alarm system like SimpliSafe & call it a day... $15 a month & no contract!!!!!
this is the worst company I've ever had to deal with.. I canceled after the first day. This company is so unprofessional. Its been more then a month since they received back their equipment and they still won't refund me the money.
the said their employee forgot to tell them that he took the equipment back, they said they would fix it .. i called again today ( a week later) and they still haven't had fixed the issue with their employee. They owe me $400.00 and they want me to wait ANOTHER two weeks to see a refund...
this company wants to take your money and they want to con you....
please stay away from this horrible company and their awful customer service!
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I absolutely love my system! The huge touchscreen keypad makes my home look upgraded and high tech. Also, it's pretty great that I can control it all from my phone so instead of having to go back five times to make sure I armed it, I can just pull up the app wherever I'm at and be certain. But, truly, the best part about is really how secure I feel when I'm home! I had it installed because my husband travels from time to time. Since I got this, I don't worry about the noises I may hear and used to think could be someone in the house. Between the system being armed and the loud chimes I set, I would definitely know if someone came in! Thank you for giving me peace of mind.View More Reviews
One of the best if not the Best Smart home security companies on the planet! Moni has a great customer service staff from the monitoring center all the way to the technicians!
The technology we received from our authorized Moni dealer, American Defense Systems was state of the art and by far the most innovative we could find!
The technician was super knowledgeable and showed us how everything worked seamlessly from the phone app to the doorbell camera!
We look forward to recommending all of our family and friends to Moni/American Defense Systems!
By the way, make sure to ask for Sales Manager, Mr. Parks because he's going to treat you like family and make all the best advise you could ask for! He was also our technician! Here's his number: 813-444-9251.
I am not sure why it says the business is closed for I do have a contract with them. Chris the gentleman who does the installation is beyond words phenomenal. He explained things in such great detail that you cannot help but understand. He made sure that I knew the ends and outs of my system and that the job was installed professionally and cleaned up behind himself. Dan, the rep who sold me the system delivered on everything he promised. There was service after the sale when I had a question afterwords he still followed up. Overall I'm extremely happy with my system more so than what I had when I had ADT
I've been with this company for 10 years and have added more services over the years. It's amazing how security and home automation technology have evolved. I use my MONI app to control not only arming and disarming my system but also have cameras that I can see from my phone/app. I also can control lights, locks and my garage door. It's really cool. The tech that came to install these additional features was very knowledgeable and helped walk me through everything. I love it and love that I have such a 'smart' home now!
I've been a MONI customer for more than a decade, and have always found their service to be high quality. I recently needed technical help with my complicated alarm. I got excellent service. They mailed me the sensor, and then walked me through step-by-step about how to install it and program it into the alarm system.
I am a convert from a "wired/telephone" alarm system! The Moni system is small, unobstructive and VERY easy to use. Totally wireless. Easy to set up. Instructions were simple to follow. I called Customer Service to ask a question about my service (I also have their 7/24) monitoring service, and I was connected quickly and my questions were asked and answered efficiently. I am loving Moni. It can be controlled from your phone using their app. This feature is great. Reminds you to arm the system if you forget and asks if you want it turned off as you near your home! Great system!!
I used Moni in my prior home and also connected my father who has always had an alarm system.
I've only set the alarm off by mistake once (Dog issue) and my dad has set his off a couple of times. The response is lightning fast. I haven't had a break-in but maybe that's because I've always had an alarm. Everything was fast and easy. I really do just set it and forget it. Looking for a company in DFW- call this one.
Incredible experience from first contact to the installation!
Everyone was so helpful and asked the right questions to get us the proper system. Installation Technician did a fantastic job did not rush through it and he took the time to discuss how to use the system.
Topnotch product technology and monitoring
Ronny just left me house after installing a video camera at my front door and I just wanted to let you know what a fantastic job he did. He was super patient with all of the questions that I had and I just wanted you to know I would not hesitate to recommend him to all of my area friends.
I love my MONI Alarm System!!!
I have been with Moni for over 5yr now and they have a great system which beats a lot of other big time companies out here. Customer service is always knowledgeable and pleasant. Ive never had an issue with billing or anything. I highly recommend!
I'm editing my original review one day after the initial post because a company representative reached out immediately (see response below).
Ashley was appropriately apologetic and blamed my nearly four months of frustration on a "processing error" on their end. She said the account would be closed, the overdue balance written off, and the phone calls to my mother would stop. My conversation with Ashley was followed up with a phone call from her manager, Jason, who likewise expressed his regret and said an investigation would be conducted to determine how this had happened. Good for them.
I'll revise my original one-star review to three stars. I'm still annoyed at the unbelievably sloppy handling of my mother's account, but I must give credit to the Monitronics management for monitoring social media and stepping in to make the necessary corrections.
And my sincere thanks to Yelp for helping me get this problem resolved.
Here is my original post:
This company is terrible. Repeat: Do not do business with Monitronics (or MONI) or whatever they call themselves today.
My elderly parents had a Monitronics system at their home in Lincoln, CA. My father passed away in 2016 and my mother moved into assisted living in Feb. 2017. Their house has been vacant since then and listed for sale. But the Monitronics bills keep coming. I've called the company, I've emailed, I've sent letters via US postal mail just trying to cancel the service. Every time I follow up, a company rep says they never received the correspondence. The worst part is they call my mother on a near-daily basis trying to collect on the "past due" bills. I first asked them to stop, then begged them to stop, and finally I've demanded they stop. My mother has dementia and these calls are extremely upsetting for her. At this point Monitronics is engaged in elder abuse and I'm searching for the right agency to file a report.
I rarely write a negative review. But, i originally signed up for a 3 year contract with the Nest Products. Very simple ship it to an address that I provided. Simple process, so you would think? I see the tracking numbers from NEST and for some reason the address had NM instead of NW. After being on the phone for over an hour to get this corrected and promised that it would be delivered the following date, which for me was a problem because I'm in the process of moving to this house and was only in the area for a limited amount of time and wanted the alarm installed before I left, the stuff never arrived as promised. So, I called again the following date and was told the units were shipped back to Nest. There were a total of 4 packages. Well, I cancelled everything and basically told them if you can't even handle shipping properly why would I trust your company with my security needs. Get's better, as I write this NEGATIVE REVIEW, I found out one of the four packages just arrived? But the three other went back to NEST. Freaken Amazing...... You judge for yourself. How hard is anything to ship now-a-days? I've never had issues like this. And the representatives that I talked with at Moni are not really that sure what they need to do when I talked with them on the phone. I called the NEST folks and they were able to see everything. They got the order from Moni. My recommendation is pay more directly to NEST and just simply monitor it yourself. The folks at Moni need to get their act together. In the immortal words of our President......You're Fired.
Follow up a day after a negative review of 1/5 stars. Customer Care got a hold of me and promised to take care of a few of the issues. So, I'm upgrading my review to 3/5 stars. I'll do a follow up review after I have had the service up for a while.
I'm not impressed with the monitoring part because of a melfuntion with rhetoric control board and the police were sent out and there was no problem I had already told there people do not send police they did anyway while I was on hold 30 40 50 minutes with them I'm not impressed with monti security services, but I had a lot of issues with the thermistat that was my HVAC systems fault once found and fixed I have had 2 months of no problem let's hope this keep on going I would not recommend to friends and relatives because of the monitoring problems with there people and such long wait time to get through
I would give this 0 stars but some of their stuff is ok.
I have their security system. I also UPGRADED to automation. BE WARNED. Upgrading IS NOT included in their warranty services.
It is winter and my thermostat went out. I have been fighting with them for DAYS over this thermostat being under warranty and who will be fixing it.
They want to charge me service fee for an electrician to come out and then they want to charge me FULL PRICE for another thermostat because they don't warranty anything that's considered an UPGRADE.
After contacting the maker of the thermostat and being on the phone with My Moni for DAYS...and screaming, losing my cool at their idiocy, and just plain all out crying over the stress of them saying they won't help me Ill have to wait days to get a thermostat in my home that THEY sold me and THEY put in, I am now paying $50. for someone to come out tomorrow and they are now going to BRING a new thermostat with them to replace mine.
I shouldn't have had to work this hard to get it replaced.
MULTIPLE calls to My Moni, MULTIPLE calls to the thermostats manufacturer and their tech support and days lost being on the phone solid, makes this an unpleasant experience that I cannot wait to get out of once my contract is up!
I've been with My Moni for almost 20 years and I am done! Run, do not walk, away from this company and go somewhere else. This was just the last straw in a series of screw up from the company that I can no longer put faith into or want to deal with.
I have been with moni alarms since may 2016. My carbon monoxide detector started beeping failure Aug 2017 after checking it I seen it had been made in 2011 and expired in Aug 2016 so my family has been at risk for the last year it was only Good for 3 month when they installed it I had to argue with customers service to get it replaced without paying fees or extending my contract for something that was only good for 3 months after install (not exceptable)now my skybell doorbell is not working after a year and needs replaced and again they want me to pay 300 dollars or extend my contract to get it replaced I wonder how old my doorbell was when it was installed very poor service would not recommend this company unless you want to keep paying to replace equipment.
Moni has contacted me and is working to fix the problem.
After speaking on the phone with Theresa, we have sorted out the problem. Upped it by 1 star only because of Theresa.
I have the exact same issues has another reviewer. I got my system 8 months ago..I was suppose to get a nest thermostat instead they installed a alarm.com thermostat. Last week the thermostat stopped working temp in the house went down to 55, I have a baby at home this is not good. I called Moni after waiting on hold for 25 min, the technician told me I would have to wait 2or 3 days for someone to come and have to pay for the visit plus a new thermostat. Told me they were no warranty on it. I coulnt called alarm.com because only authorized dealers can call them. Needless to say I called heating and cooling ...they came the same day and installed My old thermostat.
Next day I called Moni..was on hold for 45..min finally spoke with an account manager..the best I got him to do..was to give me a new thermostat or doorbell camera if..I extended my contract to an extra 3 years...and they lower my monthly payment by 15 dollars..I accepted and it was a mistake...the company that was suppose to come install my new nest thermostat..called me to tell me they don't know how to install it..!!!! They are the Moni authorized dealer near me !!!!!!
My next step is better business bureau
I give this company NO STARS! I have been a client for about 2 years. I moved 3 months ago and was told that they would move my system for no charge. Found out it was actually going to cost $299 to move my system. OK fine - I understand. However, I also had to extend my contract for an additional 18 months. I was not happy about that, but decided it would work.
I have been in my new home for 3 months and still do not have a system installed. The tech has canceled 3 times to install after I have changed my schedule to be home during the set appointment time. They have continued to CHARGE me for service all three months.
I want out of my contract and have decided to hire legal action to make it happen. Do not do business with this company.
MINUS ZERO if I could. We bought this home 10 months ago. We have a top of the line security, fire, smoke, co2, system through MONI that came with the property. This is a nightmare! The service is worse than terrible. The alarms go off all the time and you spend at least an hour on the phone and on hold and they still do not fix the problem. For more than six months we have been unable to use the security portion, the smoke alarm goes off regularly while using the stove (which is clean), the fire alarm goes off frequently.
This morning a detector battery alarm began chirping and there was no way we could figure out how to change the batteries since they seem to be buried in the unit. I spent more than an hour trying to track down a user manual for the 2GiG by Intertek to no avail.
Soon after that all the alarms in the house went off and our code did not work to turn them off. So far, we have spent 2 hours on the phone arguing with people to resolve the problem. Finally they said they would send a service rep out right away. "Right away"meant a week later which is unacceptable.
We decided to cancel our service and spent another hour mostly on hold waiting to talk to a manager. Of course she gave us the run-a-round trying to get us to change our minds. When we insisted the contract be cancelled, we were told we would have to pay for 26 months left on our contract. DO NOT USE THIS COMPANY. We will file a complaint with the Attorney General.
I was super excited about getting a modern quality security system that I could access from my smart phone. Not only did they not install everything I ordered (and paid for) less than 9 months later almost nothing works. I was just on the phone with them for over an hour and they were not able to fix one of the four things that are wrong with my system. And they can send a tech out for almost two weeks.
Please use someone else.
I wish I read these reviews before buying my Nest system through MONI. Trying to return the system has been a headache. One rep tells me just bring it to the post office they will take it for free. Then he gives me an address not on the label to send it too. Another rep says I need to pay to ship it back. Then I get a bill for a yard sign I never ordered or received. Rep said this is because I didn't activate my service yet (my house isn't built yet). That explanation still doesn't make sense to me. Rep said no problem. Just return that sign to sender for refund. Um ok. To bad the nest isn't that easy to return (and I actually ordered the nest). I don't know. This whole thing is just feeling shady to me at this point. Best case scenario right now is I get a refund and lose money on shipping. That plus the frustration.
Stay far, far away from this company.
First things first, the installation on burglar alarms was not done properly. This wasn't evident until about 2 weeks after the job was done and we realized the front door alarm would randomly trigger, even when the door wasn't open in the slightest. At one point, this caused them to call the police, even though I specifically stated not to. This stemmed from me not being able to provide a "password" that they had set up and never informed us as to what it was. I was able to provide every other piece of identifying information, including phone number, social security number, and they still called leading us to get a "false alarm" fee from our local police department. The guy on the phone was unable to provide me with how to get the code either. Great. We had to disable this alarm almost every night because it would wake us up with false triggers all night.
Today, we had a fire alarm trigger when my husband burned dinner. We disabled it, but because there was smoke in the house, the alarm kept triggering. I answered the phone 3 times to let them know it was okay, and one guy let me know that they would send the fire department out because I didn't have the passcode but that he could transfer me to customer service and they could help me with the passcode issue. He said it would be a 2 minute wait. I was on hold for 20 MINUTES by which time the fire department came. This is going to be another fine. The real kicker here is they told me they came because they couldn't reach me the 4th phone call. Really? Cant be because I was on hold with you guys for 20 minutes.
Naturally, I was livid and told them I wanted this uninstalled immediately. This company has been nothing but a headache. They told me I had to call back in the morning... Of course. More time out of my already busy day.
I will say I was very angry and the phone rep this last time kept her cool and was professional. That is the only good thing I have to say about this company. Otherwise, it makes me feel like a prisoner in my own house, wondering what's going to go wrong next and if I will be around to answer the phone.
Purchased Nest Secure Products from Moni. Shipped FedEx no signature required. Live in a area where packages are routinely stolen. Called Moni to ask them to change delivery to require a signature. Explained the issue. Moni rep, "Not our problem. We have your $$$ and contract. Good bye!! May have added the second part, but WOW. Wake up Google. Your in bed with this company in a fledgling enterprise that has huge profit potential.