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AT&T Digital Life is AT&T's home security service. It focuses mostly on the quality of its monitoring and security solution. They have a Five Diamond Certified central station that monitors incoming security events. This, along with how they structure their plans, puts a focus on monitoring and getting customers into a monthly monitoring subscription. Customers have some complaints around customer service and contract length.
LiveWatch Home Security (now Brinks Home Security) is a subsidiary of Moni, home security systems and offers competitively priced home security and monitoring systems. They have a shorter 12-month contract than most others in the industry and support the newest smart home technologies like Z-Wave and Alarm.com. They have a few negatives from customers -- such as issues getting helpful customer service and issues around scalability, but that said, customers like what they are doing overall.
AT&T Digital Life: 7.8/10
AT&T Digital Life: 7.6/10
AT&T Digital Life: 7.7/10
AT&T Digital Life: 7.8/10
AT&T Digital Life:
Introduced to Digital Life at the Tampa Home Show. We had seen commercials, but didn't give much thought. We were still under contract with Guardian Protection for 5 more months. Mike, the sales rep, signed us up, offering to cover the cost of 3-5 months w/Guardian by giving us "free" add on's. Always wanted home automation, so this was the... ideal mix of security and that. After some misunderstandings (verified in emails), about what were getting and the costs, with Mike over the next week before our install, I contacted Zack in customer service. He convinced us not to cancel, told us the service tech would look at the emails and work it out. The install tech, Steven did just that and more. He was top notch, knew the product, worked on our schedule, and gave us the pricing I understood to be offered to us! Zack and Steven both deserve a "job very well done" vote! Steven is coming tomorrow to install the outside camera which is state of the art. I can monitor everything from my Android Galaxy S4 smartphone. 5 stars so far!read moreView More Reviews
I've had Digitalife couple years now and have had very few problems. When I did I'd call customer service and had very good results. Always came away with the problem solved. I read all the reviews with people having so many problems. I wonder if they are from other alarm services. I'm happy with Digitalife
We've had four security systems and this is by far the best in terms of quality of equipment and customer service! I highly recommend this system!!
I've read many many bad reviews. I can say for certain I have NOT experienced any issues with my Digital Life service. Speaking with customer service reps have been greeted by polite and professional individuals. My systems works just fine - all parts.
I sing praises to AT&T Digital Life system!!!!
My dealing with ATT Digital Life has been positive. I went to a local ATT store in Merrick. LaMar Gilmore, the Salesmanager was on top of his game and flexible with options on special. Devices had point ratings and you could trade around sensor and monitor quantities etc. Install Tech showed on time, installation went smoothly. He briefed me on... system, been a week with no false alarms. Got the cellular option with wireless system. Just do your research and know what you want up front to get the best deals, add ons at Installation time can be costly vice making the deals and specials upfront. Set the alarm off once and they called immediately going down contacts as set up. I didn't pick up until last contact just to see operation. Hope this helps anyone out there.read more
No problems. 3 years and satisfied. ..A pleasure being part of ATT. My family and I are pleased with all the perks.
I really love the Digital Life equipment, but the customer service is horrible. You can never get a representative on the phone. It takes 60 minutes of listening to the same message over and over. The website is useless. It needs to be revamped. It is only for new customers, no support for existing... customers. I'm considering going back to ADT after this contract ends!! AT&T doesn't care about existing customers, offer no discounts to add on equipment at all. I'm totally over them!!!read more
I love AT&T Digital Life sometimes there are glitches in the system but once I call and explain things to them I get my issue resolved. Some of these comments are not true if you call a company why will you behave harsh with the reps deal with them calm and they will treat you nice. Hold time... is length but we got to understand that customers do call in regular for various reasons. I love the fact that I don't have to pay to move my service and I get new device unlike ADT who charge over 300 dollars to move. And I would like if AT&T change there technicians they don't work for the company they work against the company they are so sloppy they make the Comany look bad. I love AT&T Retention and move, and the Technical support dept. Good job.read more
I've had Digital Life for a while now, and have had great customer service and feel the quality of their equipment is top notch!
I live in Memphis, TN and have had Digital Life for about a year. There were some glitches in the beginning. Twice I couldn't reach the app, had a battery issue a couple of times and a siren offline issue a few times....but they must have gotten it all repaired because no issues for 7 months now. AT&T was easy to reach (I like the chat feature) and they always dispatched on the complaints. I especially like that I can arm/disarm from the app, unlock/lock the front door, open or close the garage door and turn lights on and off. And, the security camera is great. You can adjust the settings for sensitivity and distance as well as save and/or text (or email) the recordings to another party.
I have had Digital Life for over a year. I have been fairly happy with the service; however, the company is not very handicapped friendly. I have severe arthritis in both knees, and am very unstable as a result. I have fallen, and broken bones twice. I would do a lot of the maintenance on my alarm system myself, but I am not that tall, and I am afraid to climb up on a ladder for fear of falling. Most of the time when you call to have the system serviced, the person on the other end will give you a hard time, and tell you that you will be charged for what you need done. I realize that they are instructed by the company to do this, but this is intolerable. ATT is making plenty of money, and I don't call unless it is necessary, and I don't appreciate the BS that I get every time I call. I would say that anybody who is handicapped should not contract with this company for alarm service. If I knew then what I know now, I wouldn't have ATT Digital Life.
I've now become accustomed to writing bad reviews about AT&T - and though I'll gripe about their customer service, it's really the institution that I'm upset at. I recently installed AT&T Digital Life home security, thinking that AT&T might've finally done something right. Though their customer service on the phone was great at first, and tried to accommodate rushing an installation date for me, their on-the-ground technicians were not very helpful. They weren't very articulate about the product or answering questions and seemed to want to rush out. On a SECOND visit, yes, after they disrupted myWIFI (and I had to bring in AT&T U-verse to fix the problem), they forgot to bring another camera I had ordered. This is a problem with their communication between departments. No surprise, it's AT&T.
Then came the FALSE ALARM - it can happen to any household. During the ordering of service or installation, there was no emphasis on getting a permit from the county, no disclosure about it, and we were unaware of deadlines, and the company mentioned nothing to us - nor, did it say that we would be fined exorbitantly for false alarms. The schedule of fines for Los Angeles County where we live is $162 for the first alarm or $262 if unpermitted. The County does not waive any first false alarm whatsoever. When I called Customer Service, they didn't know their own policy about permitting, whether in fact AT&T contacts the County on your behalf to start the process. AT&T said anything about permits is in their fine print. Meanwhile, another AT&T customer service rep said we as system owners should have been emailed about permits. None of this happened, and no one knows what their talking about. No surprise, it's AT&T.
Alright, I should've learned my lesson now. AT&T as an institution is terrible. No department they run is any different than any other which is defined by poor customer service training and terrible inter-departmental communication. I think all these folks who work for them do their best - it's not them per se - but their company.
Now, onto writing a series about how much LA County SUCKS. But of course, everyone in the country knows that.
Called one week before I wanted the service cancelled and I was assured my account would be cancelled and I would receive a cancellation email once the service was terminated.
One week later, I never received an email. I tried to access my account online on a desktop and also on the app on my iPhone and both methods were unsuccessful.
So, I called again and was told the account was not cancelled because I had not agreed to the early termination fee, which was a blatant lie. I once again asked to have the account cancelled and was told that it was cancelled immediately at that very moment. I asked for a confirmation and was told that I would receive an email. And again, I did not receive an email.
Earlier today, I contacted them via the live chat on their website, as I am still not able to access my account online or via the app and was told that my account was still active and that I would have to call to cancel again.
Extremely dissatisfied and would never recommend the digital life service to anyone.
The absolute WORST system, with even worse customer service.
I have had nothing but problems, and you will sit on hold for literally HOURS trying to get any help, only to find the person on the other end of the line is reading from a script apologizing to you, but can offer nothing in terms of solutions.
They will not cancel your subscription without a hefty cancelation fee, despite the fact that they do not deliver what they promised.
Steer Clear of this company...They are a joke!
Customer Service on a scale of 1 to 10.....-100! I wouldn't entrust this organization to secure my cat litter box! Terrible customer service relations, especially if you have any issues.
From start to finish awful service including some 068 ! The most arrogant people on this planet. They wanted me to pay 100 bucks for someone to come and change the smoke detector, cause they said it was tampered, bulls.... it was the battery that died!! no wonder that this did not even work in the UK!!
I have had issues with this system from my garage door opening and closing on its own, to the sound of sensors going off randomly in the middle of the night when nothing was opened or closed, 2 week long system jam with long irritating sirens, sensors going offline as they please, to not getting a call when my alarm goes off from month one.
The customer service is garbage. i wait a minimum of 30- 45 minutes for someone who cant do anything for me without a supervisor to answer the phone. when i ask for a supervisor only 1 is present at the time and is "busy". i've waited up to about an hour and a half for someone to pick up before. the current call i'm on has been going for 2 and a half hours now waiting for a supervisor...
today i had a system evaluation scheduled in the AM 8am-12pm. as i am sure you guessed, no one showed up. i wasted 4 hours of my day off, missed a morning trip, and put off an appointment. on top of that i've been on the phone for over 2 hours with customer "service", mostly wait time. they wont give out their ID numbers, its like pulling teeth to be transferred to a supervisor. plus when they finally decide to, the supervisor wait time so far has been 45 minutes. so far they have wasted 7 hours of my day and only want to give me a credit of $100.
i asked the retention lady if she would sit in a room for 7 hours for $100 and she said no, proving to her that $100 was not enough credit for 7 hours of wasted time.
I can not emphasis how important for people to read the fine print on the contracts is. A 2 yr contract 15 day probation time and if you go over one day your stuck with something that does not work. Equipment that does not work if you do not have internet because that box in your closets will do no good but just scare someone if it does recognize an intrusion. I wouldn't dare getting the system even if they paid me to have it. How can you trust your life with those pieces of garbage. Not me! 2 dogs will do better scaring off and better security. All I have to say, "buyers beware." (ex internal) and btw I had to put one star in order to submit this review when in reality it should be (negative -5)
Very expensive and salesmen totally lie to you. The price and awards they promised at the Galleria ATT store were bogus. I even made the salesman put it in writing and sign it. When I complain, the manager says he was misinformed and he apologized. It is bait and switch. Huge penalties to cancel. BEWARE!
Absolutely ridiculous. I log every single call I make to any customer service center. I have made 6 calls to Digital Life's main customer support number and the shortest hold time was 17 minutes. The longest 72 minutes with others hovering around half an hour.
I have had to replace the battery (yes I HAVE had to do it) in my main unit twice in about 3 years. They ship it and walked me thru taking the face off the casing and disconnecting the wires from the old battery and then connecting them to the new. I had ADT for years and never had to do this (a technician came out and did it once)
I have been getting Low Battery messages so I called them *27 minute hold one this one* and they said I needed to go by some 2037 watch type batteries somewhere and change out the batteries i the sensors in one of my rooms. They recommended changing all of them around the house since they might all start to go at the same time. I bought the batteries and it's not clear how to remove the face of the sensors (ADT SENSORS BTW...DON'T RUN ON BATTERIES and also aren't wired. You never have to deal with them)---anyway in trying to take the face off one of them I noticed I was standing on something on the widow sill and looked under my shoe....it was the OTHER HALF OF THE SENSOR. The double sided tape didn't hold and who knows how long that window has been unprotected? I am on hold with them currently and going on 19 minutes. They are probably going to tell me to go buy some double sided tape and cut it down to size and put these things back up in the windows. it's not really safe for me to be in these positions with some of my windows due to a new knee replacement. If they tell me I need to handle this myself I am going to cancel. I've already talked to ADT and am going back to them. I only left them to go with Digital Life because there was a promotion and they are about 4.00 a month less than the ADT package I had. ADT is willing to match what I am paying with Digital life. So I'm out of contract and probably about to tell them to take a hike.
We are now on 21:32 hold time.
23:00 hold time now
25:45 hold time now (and as you might imagine I'm getting irritated)
30:26 answers call
They are walking me going around opening doors and windows...on a ladder...moving it around. Find that there are sensors with bad batteries that aren't showing bad on their end...but when i change them with one of the 20 I purchased it seems to be fixing it. I'm now going on an hour on this call. The front door sensor battery was DEAD. TWO bedroom sensors had fallen off....this has been this way for who knows how long? Unprotected without knowing it on OUR FRONT DOOR and TWO windows at the FRONT of the house. I'm about to ask for a BIG REFUND.
Just came back on the line and said they are only sending me one sensor and also some DOUBLE SIDED TAPE and a return label to send the OTHER SENSORS BACK TO THEM. Again...ADT sensors don't use batteries.
This is the worst ever. I'm going on 1:37 minutes.
I am about to ask for a BIG consideration since I have been unprotected for who knows how long.
They said to call back on Monday to ask for a prorate back to June...whatever that means. Ended call and am wating for Monday to make a decision as to what to do. And I guess I have double sided tape on the way to spend another 20 minutes going around the house and fixing these. If they don't refund the months i haven't been fully protected I will be canceling
The WORST customer service and product ever. Keep looking for other security systems. There are tons of local companies that provide customer support from US based service departments with much better products for home security.
Service sucks. Camera always offline. Customer service is horrible. The customer service representative ask for you name multiple times. They charge you 100 to come out and tell you that you need a new camera and that they have no cameras to replace and they need to reschedule. They come out two weeks later and get me a new camera. Two weeks later the camera doesnt work again. Says offline and i do the troubleshoot doesnt work. I call customer service and its hell.
Had digital life installed about six months ago worst decision ever. Camera goes off-line all the time. had technicians come out three times already, they replaced equipment and problem keeps happening. Now I'm locked into this 2 year bull crap contract. Stay clear!!
If I could give this zero stars I would. We had digital life at our previous residence and asked att digital life to transfer services over to the new owner. Over 8 calls were made to their call center just to get them to call the new owner. Every time I spoke with them, including one hang up, I was told that they needed to do open a case. The night before we closed on our new house, I begged them to do a conference call with the new owner, and they said they couldn't and that they needed to call her. They finally did call her after she took ownership and never confirmed the transfer.
The new owner doesn't want the service now, and ATTs call center now says they can transfer it. I've called 8 more times and they now won't cancel my service without penalty.
They've literally ignored their clients and frankly don't care when it comes to customer service. They flat out lie, including times where they've told me they've emailed their superiors when they haven't, and started cases when they haven't.
In order to escalate this, I now have to write a letter explaining myself, again. I've been an att phone, cable, and security customer for over 10 years, and they treat you like absolute garbage. The use of call centers and rude attendants really shows that att doesn't care about brand loyalty. Save yourself a ton of time and frustration and go to adt. This is an embarrassment to client relations and shows what a big company really thinks of their customers.
My experience with AT&T Digital Life has been terrible. The camera never works for more than a few days at a time. They send out a technician to fix it, but someone needs to wait at the home for the 4-hour window, making repair very inconvenient. I would like to terminate the service, since it is rarely functional, but they say the will charge a $700 disconnection fee if I terminate before the 2 year contract is up. I relied on AT&T's past reputation when I ordered, but I should have looked at reviews. Essentially you are forced to pay for a completely useless and unreliable service.
AT&T has the ABSOLUTE WORST, most HORRIBLE and DEPLORABLE customer service EVER!!!!!!!
1) They Charge you AFTER you CANCEL
a SERVICE you NEVER had installed.
2) They keep you HOLDING for 60 minutes
probably hoping you'll hang up.
3) When your call us FINALLY answered,
they TRANSFER you 4 times with each
new person asking for the same info
you just gave and heard them typing
4) After they've worn your patience to 0,
they have the audacity to tell you:
1) They didn't bill your credit card
2) That it's a CREDIT
3) That they can't TRANSFER you to
a supervisor without knowing your
Finally AFTER the 4th person who was the WORST, says I don't have service, that it was canceled and after telling her repeatedly my cc was charged with the date and amount did she say it would be credited.
Pure insanity for anyone to be on hold 1 hour, then transferred 4 times for another 45 minutes just to have your account refunded for a service you DON'T have!!!!!!
I feel for anyone who might have an emergency like needing police or ambulance dispatched and really if you are calling about billing!!
Good luck, happy to have made a better choice than AT&T Digital Life!!!!!
I switched to AT&T Digital life and used the service for about 18 months. I just sold my home and the new owners ask that I leave the system here, I called to cancel my service and was charged 200.00 for early cancellation even when I left the system here for the new owners and in order for the to use it they would have to sign up with Digital Life. This is how customer service treat you for getting them a new customer.
If I could leave a review with zero stars I would, but it is simply impossible. Nevertheless, AT&T Digital Life is the ABSOLUTE WORST COMPANY I HAVE EVER DEALT WITH. While the security system itself is cool (when it works), that is the only positive comment I can make about it. The system constantly has issues and when you have to call them for service or billing adjustments, that is where the problems really begin and never end. Twice I have had to have the entire system replaced (fortunately at no charge), but on the last time around I had to restart my contract and when I did that, they never canceled the old contract. 5 months later, I noticed that I had been billed for both accounts and after 4 hours on the phone getting bounced from one department to another, they finally issued a credit, canceled the old account and set up the new one correctly. Not even 1 week later, I received an early termination notice and penalty charge of $500 for the cancelation of the old account, even though they had promised that would not happen. In addition to that, they never really canceled the old account. So, I was charged an early termination fee for an account that was actually not canceled after all and during this entire time, I could not arm m system.
After 23 calls over a 14 hour period in total, I gave up, but not before writing a letter to the CEO of the company who quickly assigned my case to the executive resolution team who first started with their sincere apologies for my frustration and their many mistakes. After two days of calls and three appointments at my home and countless hours of waiting, they finally got it up and running. Three months later, I received notices that I owed them money again. FINALLY, all of that was resolved, but even today, I am still being billed for things I do not have and cannot use.
Just today, I called twice. The first time I was on hold for 1 hour and 15 minutes before getting disconnected and the second time for over 1 hour, Finally, I got connected to someone who then bounced me to another and another. Who knows if they will ever get it right, but I cannot urge you enough to stay far, far, far, dare I say very far away from them. THE WORST CUSTOMER SERVICE ON THE PLANET!!! *****BEWARE AND STAY AWAY FROM AT&T*****
my camera has had to be replaced due to it not recording, I have a teenage daughter whom has to be monitored. I have been away twice and both times my camera has not recorded. I have had the main box and camera replaced once, i have only had this service for 5 months, I have had numerous techs come out to fix camera not working and have been told that maybe I should down grade as a fix to their lack of providing that which I need in order to monitor my teen. i am locked in to a contract in which when I called the Loyalty Dept was informed that my house is being monitored due to the door & window locks when asked it my cameras recording she stated no. How is it then that my home in being monitored? my advice to anyone whom need security is to not use AT&T, they are misleading the consumer and not providing a safe and secure product.
Worse customer service ever. We were told that it would be a one year contract and that we could move the service without penalty. Both wrong. They are not saying that it is 2 years, we would have to pay to move the service AND if we move the service, the contract restart at 2 years. Bunch of lies, DO NOT SIGN UP for this service!
The alarm system does not work with any regularity. My home was burglarized while my daughter was home and the cameras were not functioning and the window contacts were not functioning. With a cost of over $600/year, the one time you need the service it does not work. Do not use this service if you want to secure your home.
When you call customer service, you will wait on hold for over 40 minutes to tell them your house has been robbed. Unacceptable.
Be careful it's really really bad system the garage door does open couple Time by itself
Sometimes I wonder if "this call may be recorded for training purposes" really means, "this call may be recorded for our entertainment and unreasonable evil pleasure."
Actually, I'm sure of it. I'm picturing a room full of customer services reps sipping on a nice cabernet sauvignon and laughing like, "remember when we said we'd cancel their service because they're moving? And then we tagged on a $400 cancelation fee that can only be removed by reactivating their account and re-running their credit?! Lolz, omg, soooo good."
*clinks glasses in celebration*
No, not so good. AT&T Digital Life is not only a unreliable home security system, but their customer service is unprofessional, unhelpful and simply maddening. Every time I mentioned their poor reviews they thanked me for doing my research and proceeded to repeat the same 'ole script. I wouldn't be surprised if this particular division of AT&T has a huge file with the Better Business Bureau.
Let me save you some time. Here's how it goes:
1. purchase service
2. service is faulty
3. cancel service (bc #2) or bc moving to new area; pay remainder of bill
4. receive e-mail confirmation of #3
5. then receive a RIDICULOUS bill a month later and calls every day stating you owe $$
6. call AT&T, get transferred several times for a minimum of 60 minutes, no record of #2-4
Try another service, this one's a headache. And if AT&T's gonna give me a headache the least they can do is share that bottle of cab.
I really thought the equipment and service would be great. After all we use AT&T for other products and services and it's great.
But I've just have had the worst customer service history in life. 2 years worth of faulty history, system issues, system going down. 1/2 the time I can't use my app to lock doors, unlock doors, or set alarms. System trips on its own - and did so again today. To which I spent 26 minutes on the phone with customer service to stop a dispatch run. They were rude and unprofessional and clearly have 0 training.
When you pay for equipment and service - people should at least try. Do not sign a contract with this company. Your security should give you peace of mind not extra stress.
I'm actually surprised they even have one star average on their reviews. I have never been so dissatisfied with a product in my life. I'm only going to discuss the big ones (there are too many to list). Imagine being gone all day and not having the heat on to save money. I would simply turn the heat on from my smart phone an hour before I decided to head home from work. Not to be.... Digital Life only lets me log in on my smart phone about 1 in every 10 tries. It literally takes about 20 minutes to log in IF you can. My wife has only been able to access the system via her smart phone ONCE in over 25 tries and re-downloading the app 5 times. Well yesterday I couldn't log in. Then I get home to a very cold house and find my hand-held controller is locked and won't respond. I LITERALLY had no heat.
Also, it takes us over 15 minutes to set the house alarm when we leave the house if we do it by smart phone. We have to sit there and sit there waiting to see if the system armed or not or if they are requiring more input. Couple that with how long it takes to get logged in and you can probably guess how frustrating this is. Try doing that while you are driving. Should I die in a car wreck someone please check to see if it was the same time as when I was trying to arm my damn system.
Long and short of it - DIGITAL LIFE IS A NIGHTMARE. I have the top of the line system with them including multiple cameras and wish I never heard of it.
BEWARE!!!! " BAIT AND SWITCH" "BAIT AND SWITCH"
Subscribed to Digital Life. Was told they were having a special promotion at a reduced monthly rate. When asked if it was eligible for att retiree discount, I was told "yes".
When I received my frist bill it was a higher monthly rate and no discount. I returned to the
location where the order was placed and was told there was no special promotion
at the price I Was quoted and employees/retirees do not get a discount. To pacify me
I was offered a 20% discount for one year on a two year contract. I will continue to take
my complaint higher and higher.
"BAIT AND SWITCH" "BAIT AND SWITCH" "BAITAND SWITCH"
If I could have picked zero stars, I would have.
Sure, there are plenty of negative customer service reviews around. But, this is one that I feel everyone should read. I have been an AT&T customer since they were Cingular Wireless. Yeah, that long. So, when I moved out of Mom and Dad's and saw AT&T rolled out a home security package, I was thrilled...initially. The first few months were great. Security camera, alarm system, window chimes, all for a not-too-bad of a price? Sign me up! I moved my service with AT&T and it was painless. And then today happened. I was locked out of my apartment yesterday due to my door being jammed. My boyfriend and I figured out it was the door lock that had become loose, but the screws were stripped so the logical thing to do was call AT&T and explain that I needed a technician to come out and fix my door lock as I could not secure my apartment. I had an appointment set for today (6/20/17) with a window from 1-4PM EST. When 4:30PM EST rolled around and there was no technician, I called AT&T to check in and see what was going on. I was informed that my appointment, which was an emergency appointment as I could not secure my apartment, had been changed to 7/18/17 (yes, almost a full month from today) with a window from 1-4PM EST. I asked to be transferred to a supervisor to discuss why my appointment had been changed and why this was not being taken more seriously. I was then informed by the representative while waiting to get her supervisor that my issue was not a "qualified emergency" and that is why my appointment had been changed (without giving me any notice as well). When the supervisor got on the phone, I explained the severity of my situation once more. I could not secure my apartment with the security system provided by AT&T. He explained to me that he could not help but could place me on a "stand-by" list in hopes that a technician could get to me sooner, but that I should have had another point of entrance to get into my apartment. Sure, I see his point, but how does that apply if you're on the 2nd, 3rd, or a higher floor that isn't ground level? How does one access his or her apartment then? I then asked to be transferred to someone who could terminate my account as I think it is pretty ironic that the security system I pay for each month cannot secure my home. I was then transferred to the Emory Hospital in Kentucky. Yeah, I was very confused too. I called back asking to speak to a supervisor and was told that the representative was waiting to get a supervisor for me to speak to, but that it would be $586 and some change to terminate my account. The account that is supposed to secure my apartment, but doesn't, and when I asked for help, I was told I was SOL. Would you leave your home if you couldn't secure it? I had a beyond terrible experience with customer service, and my sense of security has been taken away, by my security system. Ironic, isn't it?
Don't ever plan on ending your contract. I have been with this company for 3 years and tried to cancel my account due to not needing it anymore and they had me on hold for two hours and treated me like scum. Also, if you have more then one AT&T service like cellular and internet or cable then logging on to pay your bill will be a nightmare. I ended up just not dealing with it online and sent checks. They need to get better customer service. Its a nightmare trying to get anything done with them.
The most worthless thing I have ever spent money on. The app crashes constantly, the website freezes up constantly. And this if you're on the same wi-if as the system. If you're out of town and want to gain access to your camera, door locks or systems? You can forget it, it ain't happening. I set the system off accidentally and failed to receive a call. Being suspicious, I set it off purposely, waited a full two minutes. When I called to ask why I hadn't been called, they claimed they didn't receive a signal. I then had them wait online while I set it off again, they saw it that time. I finally paid the ETF and got rid of it.
We live in Los Angeles in a good neighborhood, but my next door neighbors had a party and there was literally a bloodbath fight at the edge of my driveway and the cameras didn't pick it up at all!!
Our mail was stolen twice and the stupid cameras didn't pick that up either!
It records video of me my kids etc. going in and out of the house all day long or even neighbors driving by - that's all recorded,- but misteriously the important crimes never get picked up on that camera!
Also if u try to call tech support anytime of the day u will wait on hold for hours!
Total rip off!
Don't waste your money !
Go get a real security system !!
This only does short 1 minute clips of what's going on at ur house. It is not a surveillance security system - but they don't tell u that!
Also alarm beeps constantly when disarmed if u go in or out of house and it's loud! Whole system is annoying!! :(
don't do it!!! expensive, over priced, useless, always went down and not work, don't move cuz they will charge you $500 fee. there are much better companies out that. run away.
Their system is passable until you have to do anything with customer service. They will transfer you around and around and then tell you there is nothing they can do. Accounts cannot be transferred so if you move you have to pay and early outage fee. I had to start a new account after fulfilling my 2 year contract to get a boxed fixed because it was in my husband's name and not mine. They promised me the first 3 months no charge to resign and of course there is no notes about this in my account and now I am stuck with them again for another 2 years.
In summary, a phone call with AT&T is like being in one of the 9th rings of hell, you're going around in a circle until you want to beat your head on a cement wall.
I called AT&T because my home phones is not working (Line Dead). First I get this guy that can't speak any English. I asked for his supervisor, he comes on the line and can't speak any English either. I ask for an English speaking person, he said "Do you want somebody that speaks English in America?" Yes!!!!!!!!!!! So I get transferred back to America, they can't find my phone number! It took 30 minutes and 3 transfers to get to the Landline Department for my home phone! She tells me they have to send out a technician to fix the issue, however, it's going to take a week to get someone to my place!!!!!! REALLY? Do you realize the landline is hooked to security system??????????? I guess I have to find another provider today!
DO NOT USE
They are a terrible company with terrible customer service.
We had the service for a few years. The install was less than professional with many exposed wires running to outlets & holes punched in our drywall (for camera power). (terrible instal with no regard to home)
We had to do major construction on our home because of Super Storm Sandy and had to move out for over 6 months. All utilities to the home had been cut off. AT & T refused to suspend the service and on top of that continued to call us with emergence calls stating that the system was down... obviously they didn't listen to is when we told the the house was under construction with no power... 100 times...
(terrible customer service)
Once we moved back in the system stopped working properly. Camera began to fail, devices would not come back online... ect... When we finally got someone on the phone to set a date for a service appointed, the technician never showed up. TWICE! Two days in a row.
(terrible customer service)
We finally cancelled all services. Lucky for us we were no longer under contract with this terrible company... Buyer BEWARE.
Looking into Frontpoint, ADT & Vivint as options... Reading yelp reviews on them just makes me want to spend the money on more firearms and puppies. Is there any security company worth using?
Did I mention they have terrible customer service?
Worse company ever... and the customer service sucks too!! Makes me sick to think I pay this company over 200.00 a month for this nonsense!!! I'm switching the first chance I get!+
I would not recommend AT&T digital life to my worst enemy. I had the service for less than a year. Several times for days at a time, I was not able to set my alarm. What's the point in having security if it's not working? What am I paying for? I would call and be on hold for over an hour. I guess everyone with them was having the same issue at the same time. I would often get hung up on after being on hold. After 8 months of having problems, I called and finally got someone on the phone. The rep informed me to allow a technician to look at it and if it could not be fixed, I could cancel with no cancellation fee. I agreed, but the technician said that it could not be fixed and that I should cancel. So I did. Now AT&T is trying to charge me a cancellation fee. I have called to discuss. They are rude and hang up on me. I've written letters for them to listen to the phone call that was recorded. They refuse to do so or respond to my letters. I have written the BBB on them. They sent back a lie in response. I'm going to let everyone I can know to NOT ever get AT&T digital life....NO WAY!!!
Rude customer service. They don't know what they are talking about. Always pass the buck. I wish I have never been talked into getting this worthless piece of junk.
The absolute worst. We've had for 2 years. Constantly an issue with the garage door openers (we've given up on 1 - it's "not compatible") and the thermostat. Every time they come to fix their equipment, they try to charge me $100. Then it takes an hour of my time to contact customer service and get it refunded. (Always a fight.)
The tech support is a joke. One woman was so rude that I asked to speak with a manager. So she hung up on me! (I found the CEO's email online and reported her to him.)
The only reason we don't switch is we're probably moving in a year or 2 and I don't want to spend another $1000 installing a different brand. (Next house will have ADT.)
My service didn't work from day one. It says armed and I open the doors and nothing happened. Called the support people and they couldn't fix it. They saw it wasn't connected. Gave me an appointment for a technician to fix it. This guy from Florida didn't know what he was doing. He didn't clean after himself either. They refuse to give me a refund for the time it wasn't working whichs since it was installed. Nor would the push the bill due date. Horrible and very frustrating. I am thinking I am protected and the system wasn't working. God forbid what if someone tried to break in. Now I need to pay for something that never worked. Smh. Not fair.
If I could leave Negative Stars I would. I have been an ATT phone customer for almost 15 years. When they started Digital Life a couple of years ago, I had a system installed. I was one of the very first guinea pigs in the Cincinnati area. They had system problems - I stuck it out. They wanted to study our system and send 2 techs and 2 Regional Managers to my home (at their request) - I allowed it, I stuck it out. So bills are tight and a security system is the lowest priority. I decided to call and cancel only the security service. When you call, you get to talk to a lovely person in Jamaica. This person was worse than a used car salesman who hasn't made a sale in 6 months. She convinced me to not cancel by giving me 3 months free service and at the end of that 3 months they "may have a new special and I can lower my rate just by calling back." I don't fall for scams and I don't usually let people talk me into staying a customer but I thought what's the harm in sticking around 3 more months if it's free. The very next month I got a bill anyway. No Free month there! So I paid it to be safe. The next month I got another bill - again, no Free month! So I called back in to cancel. They tried with the high pressure sales but I cancelled my service. The next month I got anther bill. I called back and spoke to a supervisor (asked to be transferred to a supervisor in the United States) and this POS would not do away with the bill. He said when I called back in and cancelled that the 3 month Free offer was cancelled. I argued Common Sense, stating that I never got any Free months and that had they even started a month or two later, I was still within that time frame and I didn't owe them another payment. He would do NOTHING for me. That was on April 18 that I talked to this a$$hole "supervisor". On April 28 I received a letter from a Collection Agency!!! I've never been sent to collections in my entire 34 years of having bills or credit! That's 8 business days later! If this is how they treat a long-time customer then F*&% ATT. Buyer beware - don't use ATT Digital Life. I am considering also cancelling all 4 of my cell phones and going to another company. ATT the corporate giant sucks and does not care about their customers at all.
Just like what everyone else has said, I would NOT recommend AT&T home security. Luckily for us, we had a 10 day trial window after our equipment was "installed" and we were smart enough to cancel during the trial. The "technician" did everything half way and needless to say, nothing worked after he left. The customer service team was surprised when we wanted to cancel, but I just can't justify paying for something that doesn't even work. How is that logic? I really wish good luck to those poor people stuck in contracts with this company.
On the phone for an hour to change my user name and change alert on my alarm.....basically I had to wait for the Customer service rep to find the answers while I was on hold.
HORRIBLE! We installed Digital Life due to problems with packages being stolen. The first time one is taken, I try to look at the video. The installer didn't turn it on - no video and it is MY FAULT. I paid for a service for two years and when I actually wanted to use it, I couldn't. The only thing they could say was you should review your account. They have no problem taking my money, but can't do anything else. I have stuck up for AT&T DIgital Life for two years, put off other companies try to get my business and this is what I get? I will purchase my own equipment and go with a
Finally called in and was told my contract is over so I can get rid of this service! Stick with adt or someone who has been around. At&t's technician do not know what they're doing, you have to spend a 4 hour time period waiting for them to show up, they finally show at the end and take another few hours, problem is never solved, system is cheap, at least the lady I called to cancel the service was nice and knew what she was doing!
This system is terrible. Installed it 3 months ago and has yet to work correctly. Do not let anyone talk you into signing up for this.
I would give it a negative review if you had that option.
Agree with so many of the comments and wish I would have known when I moved here. I called to temporarily suspend my service at a rental while I have a home built and stay with a friend in the meantime. Phone call #1 and there was no issues with that, dates were established, agreement for no bills until I moved, discussed what I needed to do with current equipment which was nothing and forwarding address was discussed. What happens 15 days later?! Payment is taken out. When I call customer "lack of" service, I am told that it was a payment for the previous month. 2 days later, bill in the mail states it was for the future month. I call again, #3, and am told my service is still being monitored, they don't suspend, they don't stop charging, and I need to go back to the house I no longer live in to unplug equipment or the service will continue. Ok, so I get the equipment unplugged at the house I don't live in. Receive daily emails and messages from their "monitoring" people that my battery is low and my service is interrupted. Call again, #4, runaround, ask for a manager, put on hold for 15 minutes, hang up, call back, #5...am told they don't have managers. Went to the store...they can only call, you guessed it, customer service! Numerous other calls...finally tell them I want to cancel and they can send me the cancellation fee....which that day was $80. 5 days later, phone call that my battery is low and I need to call them about interrupted service...AND the next months bill in the mail. Today's call and the cancel fee is now $210 and I have to pay another month of service in a house that I don't live in!!!!!! The "supervisor" I did finally get today refused to tell me anything but his first name because of "security reasons", and basically only said "I understand you are upset, but you will pay $210 and any outstanding bills"....apparently not living in a house does not matter...but then again the only people I talk to are at a call center in India...so maybe that's how it works there.
BOTTOM LINE.....AVOID AT&T WITH ALL OF YOUR LIFE!
AT&T digital life home security is HORRIBLE. If you are considering home security DO NOT sign up with them! Their service is intermittent and the customer service is rude/incompetent to include the supervision! I've had service with them for a year and they REFUSED to have a technician come out for the NUMEROUS times my security system hasn't worked. They also REFUSED to acknowledge the better business bureau complaint I submitted and REFUSED to waive the early termination fee even though they voided the contract by not providing the service entailed in the contract!
I agree with the other reviewers when I say that this has been among the worst service experiences that I have ever had with a provider. When I first set up the account it took three weeks to coordinate an installation. The installer arrived without the appropriate parts and needed to come back - about a week later. Thereafter, I moved and took the service with me to honor the contract. Again, I experienced a lengthy and involved install process. In addition, the installer equipped the system with a passcode but didn't bother to tell me what it was. This has made billing calls torture. I have now spent about 4 hours over three different calls plus an in person trip to the Att store just to cancel. Surprise, I just got another auto debit from my credit card. It seems that Att just can't bear to say goodbye despite my cancellation. Now I am going to have to take this up with my credit card. I know that this sounds like a rant (I'm ranting) but this service is just not worth it. Please consider another company, frankly any other.
If there's a rating of zero I would give Digital Life a zero. So many hidden charges that are not explained during sales. Very bad customer service at billing, monitoring, and cancellation department. Their sales department will tell you lies to hook you up then hidden charges applies after 2 months. Be careful with this service.
I seriously cannot count the hours that I have wasted waiting on AT&T on hold or at home waiting on a repair service that never arrives. My phone has not worked properly for the last 6 weeks. Twice I have scheduled an appointment and both times a technician didn't show up. I know all calls are recorded so I really wish someone would go back and listen to my calls. This last time they "no showed" I was told that no one was ever schedule to come out. They told me twice (once when I schedule the appointment and when I called to confirm the appointment the day of) that I needed to be home so the technician could gain access to my house. After waiting all afternoon they called, at the end of the 4 hour window, to see if my service was repaired. They said they were working on it from their offices. Why is the customer's time worth nothing to this company? The lady I spoke with said they never intended to come out.
I have had the system for two years today. I cancelled it today! I live in a pretty good neighborhood and the reason I got the system was caught the addict or kids that keep getting into my car. The camera is about 15 feet away from where my car is and the video and service worked the way it was suppose to but the quality of the camera is just horrible. You can make the image out but not enough to ID a person. I was highly disappointed with this, the system isnt cheap. The equipment is expensive and the service is also expensive. I will be selling the add on equipment to people that want to keep the system and buying seperates with better resolution and guess what no add on fees of 60 plus bucks a month.
AT&T Digital Life is the worst company ever, with the worst customer service ever. Sunday September 11 they started a "system upgrade" without notifying it's customers. This so called "upgrade" destroyed my entire home security system, absolutely Nothing works! I waited on hold for 84 minutes Sunday night, then the rep who finally answered hung up on me after I said Hello. On Monday, Sept. 12, I called two more times, waiting on hold for over 35 minutes the last call before a rep answered and lied to me the entire time. After I told her all the problems with my system not arming, indicating doors were open when they were really locked, the key pad not responding, the app and website being down, she actually LAUGHED at me! She said she laughed because they have been receiving calls since Sunday and there was nothing she could do, but offer me a $25 credit for my "inconvenience." We went back and forth, one minute she says "I just checked and see your system indicates your home is secure and the alarm is set." I caught her in a lie, the system would not let me set it. After this, I spoke to a supervisor, Cory, who said No, the alarm is Not set, in fact, she said my entire system was not visible to their system, it was like it never existed. She said she would call me tonight at 6:15pm when I got home from work to walk me through taking the key pad off the wall and manually resetting the pad. Cory lied too and never called. I called Digit Life and spoke to Ken who said he cannot help me because they have been "going through a system upgrade" for the Past Hour. Another Lie! When I asked to speak to a supervisor he said "No supervisor wants to talk to you because they cannot help you, our system is down. There is nothing anyone can do until tomorrow." He told me to call back tomorrow to speak with someone. I asked for customer service and he said to call their corporate office in Atlanta but would not give me a toll free number.
We've have Digital Life since July 2016 and from the day it was installed, we've had nothing but problems, the cameras do not work, the app goes down constantly, we cannot set the alarm, the list goes on and on. Each time we complain, AT&T or Digital Life does absolutely NOTHING. They said we can cancel but they will charge us hundreds of dollars to do so, EVEN when their own equipment will not work! They actually told us "if you want the cameras to work at night, you should leave the backyard lights on." When the system was installed they told us the cameras can see in the dark and pick up motion, they Lied!
I think every customer who has been lied to should come together and file a class action lawsuit so we can all get out of our contracts and get our money back! Maybe then AT&T Digital Life will treat it's customers better and improve it's products.
Do not even consider using this company. We have had the system for a year until we switched back to ADT. System never worked, cameras worked intermittently, service techs either do not show up or show up hours later. Worst customer service and even the techs that have showed up late that could never figure out our issues said AT&T rolled this system out WAY before it was ready. This was the worst experience we have ever had with security systems. The last tech got into our ADT box we had before and cut 30 contacts and then tells me he was going to charge me 900.00 for thirty new contacts. AT&T refused to fix the damage. We are actually hiring an attorney over the damage and faulty equipment. So glad we returned to ADT. Service tech arrived right on time, repaired the damage and got us protected with a product and cameras that actually work.
Horrible System. Horrible Customer Service. I am going back to ADT. I gave it 6 months and it's just been problem, after problem. They are not ready to have a security system. Stick to cell phones AT&T. Not only did they lie about charges, we have had fake alarms as well as the alarm system receiving an error. Calling ADT now to switch back.
Ugh. I wish I had taken heed to the reviews before getting into contract with AT&T Digital Life. It is THEE worst! The customer service is horrible and it is a pretty much a human game of ping-pong where they bounce you from person to person with no resolution. Stay away. Something as simple as paying via the app and changing my password has been challenging - this should NOT be hard, AT&T. If you can't manage this, I have a low level of confidence that my home is actually secure. I urge you to do better.
Since I can't seem to get anywhere with my bill and the lies regarding the charges and requirements for digital life, I will post here.
It is a scam. The employees tell customers what they can expect, accept the plan for certain items and say the money they save will pay for it. Then the bill is different.
Store employee says one thing, tech says something else. The thermostat can only be changed via internet service, not manually. Not explained. You have to pay additional fees. Not explained. Bill total was a flat out lie at time of signing up.
I called numerous times and can't get anywhere. They argue with me on the phone, charged me late fees and tell me there is a $500 charge to cancel.
It is not at all what was explained, misrepresented products, misrepresented services.
I will post and blog anywhere I can find.
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We love our Brinks security system. We have not had any problems with them or the alarm. I feel comfortable knowing they are watching our home. We will continue to use Brinks Security. Would recommend them.View More Reviews
After doing research on the net and reading reviews I decided to contact LiveWatch to get a security system for our second home. I found them to be really knowledgeable and very friendly. They shipped me a system that arrived two days later and set up a time for an activation call. The activation call is not only to activate your system but for them to help you with any issues you had installing the system.
The system was simple to set up and only took about 30 minutes to install everything ( putting sensors on windows,doors, motion,etc). Their equipment is very modern with touch screen and can be accessed via smartphone if you desire. After installing the system in our second home I was so impressed with LiveWatch customer support that I decided to replace our aging system in our primary house.
Their contract is month to month so not expensive lock in .
The customer service is first rate and I highly recommend these folks.
It hurts when you have to cancel service with a business you have zero complaints about. After researching a number of home security systems last year, I chose LiveWatch Security b/c of their pricing and service options. I haven't been disappointed at all. Their customer service is great (knowledgeable, prompt, professional and friendly) and I had zero problems with the security system - and cancellation happened without any hassle. The only reason I'm canceling my service is because I'm moving to a new home that won't require another layer of home security. But, as I told the customer service guy today - if I require the service in the future, LiveWatch will be the first company I contact.
I've been so pleased with our security system! It started with our sales security expert named Tim H. He was wonderful and answered my million questions. He was very patient and helpful. Then when we activated the guy who helped us was fabulous. We had a few issues and he took all the time we needed to feel comfortable with the system. We have had the system over a month and love it. Easy to use and makes us feel secure and comfortable. Thank you Livewatch!
We've had this security unit for 12 years, but Brinks just took over last month. I first got the unit because it was cheaper at the time. And it still is. I had to get them lowered a couple of years ago. The security equipment has been excellent. There was a time I accidentally opened the door and was not able to get the alarm turned off in time. The response time was good. I would recommend Brinks because I've had good service out of it.
This is the worst customer service I have ever seen. They made me signed the contract by showing some free junk and one of it is SkyBell doorbell. It stopped working in 3 months and their support team went over and over again several times before they send technician. Finally the technician discovered it as defective unit and send report to Brinks for replacement.
We had an alarm installed (incorrectly) from Moni in September of 2017. We had to have sensors moved and replaced several times. We purchased new windows, and 2 weeks prior to the installation tried to schedule a Moni tech to remove sensors, and reset when windows were done. They refused. Told me to just take them off, and put them back on with double-sided tape. Sensors were damaged in removal, and I have been trying to get someone from Moni (now Brinks), since February. No luck. Impossible to get anyone on the phone that has any understanding or authority to help me. Why pay the monthly bill?
I renewed my contract with Moni and then they transferred over to Brinks. During the process, I had gotten an email on the 26th saying they were going to Brinks. I asked what that meant and they said that Brinks is taking ‘em over and that they’re selling out to Brinks. I asked if it was still gonna be the same service and I was told yes. However, it wasn’t. Some of the costs have gone up from what they originally stated to me. Before, when I called and the guard the came out, it cost 20 bucks. They sent out a guard about a month ago and I sent a check to them, but they said they haven’t received it. It was for $40 and now they’re trying to charge me $45. I thought it was quite expensive to send a guard out.
I purchased a contract through Moni Security, which was just bought over by Brinks Security. I was stupid enough to get sucked into a 5 year contract for a lower payment. From the first couple of weeks and thereafter, I have had no end of grief. I was quoted a price of 53.00 with a video bell, the bell worked for a short time, then stopped working. After months of calling, they wanted me to pay to fix the doorbell which was an issue from the beginning. After many phone calls, they sent a technician who said the doorbell was defective and replaced it without another video doorbell which also worked for a short time and went out.
I originally signed up with Point Security which was taken over by Monitronics, then taken over by Brinks. I did not want to go with Brinks security because I had them before and was not pleased with them then. That is why I got a smaller company, so I wouldn't have to worry about dealing with a big company that could care less about their customers. Now, I have been told that Brinks has taken over the company and the only way out of the contract is to pay it off completely! I waited on the phone one day for 30 minutes to get transferred around and then hung up on.
We signed up with Monitronics Security about 6 years ago. We have had the system turned off during that time more than it has been on. Problems with batteries going low and continuous "beeping noises". I continued with the system until March 1 of this year. March 1, I contacted Monitronics to cancel the system. I was offered several options to continue the service. I said "no" to every one, letting the person know I don't want the system. If I changed my mind, I would contact them.
I called Brinks when I noticed my bill had doubled. They said they would lower my bill back to where it was before Brinks bought out Moni who was my old security company. Today I get a letter from Brinks stating I had agreed to extend my contract another 38 months. I MOST CERTAINLY DID NOT!!! I never was told anything about having agreed to another contract. I told them I had sold my house and would be closing on September 17th, 2018. We would be moving. I called them to cancel my service and they said they would lower my bill. This letter I received is the first I'm hearing about a new contract. Now you best believe I'm going to cancel my service. I hope that call was recorded. Because the word contract was never discussed. How can they do this without my consent?
Just wanted to set up an online account, so can pay our bills on time, but as we tried to set up, it says you already have one, which we don't, it is brand new account. Started in June. Called the person who signed the contract with us, and set this account up, said she can not help, and we can not find anybody to help, so the bills were late last month, and will be late this month, because they are not mailing it by post, sending it by email, but there is no way we can pay. Lazy people! So frustrated!
DISHONEST - BEWARE! I agreed to a 1 year contract, cheated into 3 year contract without my knowledge! Brinks won't budge! 2 years ago, Monitronics came to my door sold me an amazing deal on an alarm system, the rep walked away leaving a flyer and he wrote no contract, monthly 19.99. I get mail a few days later saying I need to sign a 3 year contract and it's $75/mo. I said no. So we negotiated, I shopped around, we settled on 1 year contract, at $50/mo, no upfront costs, alarm system was complimentary. I felt that was fair.
I have been with Moni now Brinks for the last 3 years, and haven’t had to much trouble with them but renewed my contract this year due to the increase. I wish I hadn’t because ever since, I’ve had more false alarms in the middle of the night and now this fire alarm went off at least 5 times this morning and my screaming granddaughter was terrified. When a customer service person called my phone, he didn’t help. He just put me on hold and another person would answer and I’d have to repeat the same thing while the piercing noise continued.
I've had Moni (now Brinks) for almost 2 years. I signed a 3 year contract with them that guaranteed a specific rate for those 3 years. I assumed they would stick to the rate, so I wasn't really paying attention to how much they were auto debiting each month. Today while checking my bills I noticed that the rate seemed off, so I compared it to what my contract had and sure enough they are overcharging me. Within the first 6 months of the contract they began to charge me beyond the rate I agreed to. I was never notified of any price increase. It even says in the fine print that if the price changes then I am allowed to exit the contract.
I have had the absolute worst experience with this company. I initially joined up with Monitronics back in 2016, because there was a system set up at my house. I had a couple door locks added and paid on time every month like a good customer. I had so many issues with the service from the alarm not turning on, to failing door locks, to rude customer service, to the equipment shorting out my electricity by tripping my breaker box. When my contract expired in 2018, I called in to cancel my service after my two year term and they said it would be shut down. Then I got a bill. I called them to see what it was about and they said they sent me a cancellation email but it went to the wrong address and they said they apologized and would send another.
One year ago my family had a home alarm system by Monitronics installed. The services were good for a while and later off and on the system started having signal failure issues. We contacted the customer support number listed on our mobile app, and this has been the worst nightmare EVER! For starters the customer support is unprofessional, when you ask to speak to a manager you are denied the request. My family is so unhappy with this service now Brinks Home Security and want out of this contract. We are told you have to pay the full amount upfront before you can cancel. This was not told to us 2 days ago after spending 2 hours on the phone, cold transferred to the wrong dept, and back again to square 1. I hate the day Moni (Brinks) came into our LIVES!!!
The customer service was absolutely terrible. I ordered Brinks Home Security monitoring service with a nest secure system. When the system was delivered 2 days late I plugged it in as instructed but was unable to activate the account. After being on the phone with customer service and technical support for nearly 5 hours I finally discovered that the nest secure system wouldn't work because we do not have T-Mobile cell service coverage in our area. No one during the ordering process confirmed that the service would work.
I would give this company zero Stars if I could. When I first joined in the salesman came to my home. He informed me that I would be signing a 12-month contract for my home security. It is very unfortunate for me that I failed to read the fine print because I unknowingly signed a five-year contract rather than a 12-month contract. When I called a year ago to get my rate reduced since I was paying almost $50 a month for a service that I really wasn't even using because I never actually armed my stupid security system in the first place they never informed me that I was still under contract and offered to meet the price of the company I had threatened to switch to if I continued with a 12 month contract.
We signed up with Monitronics home security 3 years ago. We recently had a baby and are having to cut down on our expenses. We decided to get rid of our home security system especially due to the rate increase. My husband called to cancel since we were told when we signed up we could cancel without penalty. It turns out we signed a 5 year contract and the only way to get out of it is to pay it off. So now we are stuck with an alarm system we can't afford for 2 more years! I never would have signed a 5 year contract under these conditions. I feel like the salesman who sold us the system was dishonest so now we are stuck with a new company for 2 more years. I would pay an early termination fee but paying off our contract to cancel service is ridiculous. I will not be recommending this company to anyone. I am very dissatisfied and feel like we were lied to.
I told the representative that I would not sign a 36 month contract and to cancel everything we had spoken about. After three or so phone calls the first day I was assured that if he couldn’t give me a month-to-month that everything would be canceled. I returned from vacation to find that I had been charged for something I did not want and spent the next three days trying to find someone to actually pick up a phone and help me. I will never be back as a customer. I loved LiveWatch but it’s not even close to the same now.
I had been with MONI for more than 10 years and was considering canceling when I moved. I called MONI to tell them I was moving and they offered to install equipment at my new home for $199 and continue the rate I had been paying with a new five-year contract. I agreed and it has been nothing but grief since! They have tried to bill me $600 for install repeatedly and on top of that my monthly monitoring rate increased. I didn't know at the time I had called that they had recently increased my rate. I had assumed the rate they quoted me was including tax. After numerous phone calls, I think I have the install price straightened out but am stuck with the increased rate for a 5 year contract. Plan on telling them where to go once my contract is up.
Originally contracted with Monitronics years ago. Was never notified that Brinks took over the company. Have been trying to cancel my services for several weeks. Every time I call the representative says they're sending an email that I should receive within a "week." Really? An email should arrive in seconds, not days. Needless to say, Brinks has not sent any email with instructions for terminating my account, despite repeat calls and verification of my email address.
When I think of home security, smoke and fire protection is essential. Seems the dirty little secret these days is that the new systems that are digitally based as opposed to the older analog systems cannot handle the signals from smoke and fire alarms, and thus are not included in the popular promotional packages.
We signed up when the company was Monitronics, the sensors are literally stuck on to the windows with cheap adhesive. I’ve had police officers tell me, "In the event of an actual emergency please just call us 'cause this takes too long," but still kept it until recently when it came to light that even after calling them to update with new bank account information they continued attempting to debit the old account while still pulling the payment from the new account. This resulted in bank fees to the tune of 700 dollars on an account that should have never been debited... When I spoke with their customer service rep all she would say was "well we refunded a 25 dollar fee." But then you guys continued to try to use the same account I told you was no longer valid 30 more times. Awful customer service, awful billing practices. Never again will I use Brinks and I'll make sure every military family I know, knows not to use them as well.
Total imbeciles. They installed another Security Camera. No issue, except Bozo put the WiFi signal connection near the garage door opener. Oh what fun... The garage door opens at all times day and night...and the camera can’t connect because the WiFi is communicating with the garage door. I paid the Garage Door Company thinking maybe there was an issue, yet nope it’s Stinky Brinks and they want to charge me to repair their issue. I never had an issue with Moni...nor ADT before. Brinks stinks! The cust Service Person, "You’re bothering me because you aren’t happy". Well Kim, I’m not but you shouldn’t have a job. Value... It doesn’t work. It malfunctions. It sucks, Installation... Lousy... Monitronics knew what they were doing. These bozos were lousy. Nice but didn’t know a thing.
My unit went out and I called on a Friday, they scheduled a contract company to come on the following Thursday. The contractor stated my unit is on backorder until sometime in September hopefully. I am by myself all night and husband works midnights, I informed brinks that I needed a system within a week preferably. They stated my sensors only go with my existing unit so they can’t do that. Stated I will have to wait. I am disturbed that the company’s sole purpose is to provide security, yet they are with letting me go a minimum of 3 weeks without a security system. I am very disappointed on how this was handled. I started with NorthStar then Moni bought them, then Brinks now own them. Sad to see these small companies that go above and beyond being bought out by huge companies that see its customers as a number and not a priority.
Warning to all considering LiveWatch
A year ago I thought LiveWatch would be a good system for a home I was having construction work done on. The no contract seemed appealing- or so I thought. Things happened with my job to keep me away from being there to set it up. I repeatedly got called with appointments being scheduled for me, and I repeatedly told them no... I'm not there, I don't know when I will be. I'm away from my home state sometimes months at a time. The calls and emails kept coming until I blew up and demanded they cease calling. I was told I "had" to have an appointment and they'd just push it out a couple of months. No that's not ok. Don't call me , I'll call you. Finally they did listen to me... that is- for a while.
Fast forward one year and boom back to the barrage of numerous calls and emails with appointments being set for me- guess what - NO I'm still not in the same state so there will be no set up. Because of the harassment of numerous emails and calls I want NOTHING to do with this company. I blocked their number and they still manage to get through.
I am at the point of having a lawyer send them a letter to cease and desist.
Nobody likes being badgered like that.
This company's tactics are horrible.
I was originally excited to get this system. From all fronts everything looked and sounded great! No contract so that made it even better. However, the equipment stop functioning properly after 1 week. Two calls to customer service, having to wait for a response via email, and still no fix. I ended up going with Blink, a much easier system to install with zero issues. Advice for the company: improve your customer service response time and please try to get it right thr first time for your future customers.
this is a disguisting company. they call me 100 times per day in spite of asking them not to call. stay away from this desperate for business, unprofessional company
I was sent incorrect equipment and they missed 2 activation calls to me. I am returning system. They promise you everything but outside of the sales line it is impossible to get hold of anyone.
I am in customer service and sales there for I am not one to leave a negative review as I know the true impact; yet here I am. There is a problem when you clearly tell a company what you would like from them and they repeatedly tell you that they can provide those services. In the case of livewatch they have a lot of problems. It is very simple and easy in business to just come out and admit when you do not have the services that your customer is asking for instead of trying to sell them on services they do not want. I personally spoke with multiple managers that work for this company and not one of them is able to provide the services they all spoke of. Apparently the largest growing county in the United States last year is not a metropolitan area in which they have any services within 75 miles. Do yourself, your friends, and your family a service and avoid doing business with them at all costs. There are too many other more reputable companies that can actually provide proper service. To think I left my house unprotected for an extended time to let them try and work out a solution. Yet I call a reputable company in I have a system installed within a couple days. I could go on and on why this company does not deserve an A+ rating but will leave it at this. When it comes down to it would you trust your families life or your own with a company that can not deliver on its promises??
I, ALONG WITH 99% OF THOSE LEAVING A REVIEW, HAVE HAD THE WORST EXPERIENCE WITH MONI/BRINKS. I was a VERY SATISFIED ADT customer, who was sold a MONI contract, by a very charismatic, deceiving 3rd party contractor. Unfortunately I fell for it, only because he was "local", and it was less expensive. I have been experiencing false alarms, the inability to connect with customer service and when I do get thru, have been put on hold for over an HOUR, (ESPECIALLY during the weekend and off hours) when those alarms went off, an INCREASED monthly payment which is higher than I contracted for, the inability to contact the third party contractor, which MONI stated I was "married to for a year", etc.
This is the first time I have had home security. I purchased this after a package was stolen from my front porch. The most important thing to me was the video camera. Well, they sold me an inside camera that they said would work through my front window to look at my porch. WRONG!!!! The reflection from the glass and the sunlight cause the camera to record everything BUT people coming up to the porch. After calling support and having them look at how the camera was seeing things, they said I needed an outside camera. So, I had to pay someone $150 to install the camera outside above the porch. The camera worked fine for a few days, then my internet service provider said I needed a new modem because the one I had was a known problem. When I switched it out, my camera no longer worked. I called support again, and they said I had to reset the camera. But I had to wait until someone could bring a ladder and reach the button to reset it. So, after it was reset (according to the directions on the site), the camera was not seen. I tried to call support while there was still someone here who could do whatever needed to be done to get this working. After being on hold forever, a recording said I had to leave a message. I got an email response TWO DAYS LATER!!! Of course, there was no one here to help at that time. I tried to log in to give it another try today, hoping that somehow the camera would be seen. I can't even log into the site! I opened the chat, but have been waiting for over 20 minutes for someone to chat with. I am going to cancel my account. Customer service is horrible!!! I've not had to rely on them for any emergencies, but I can't imagine they would be any better at that than they are with their customer service. Not worth the money or the trouble.
So all companies may fall short from time to time and I really did try to give Brinks a chance to make things right and in the end they lied soooo many time and get Money even though I canceled 3 days after activating. They sent me the wrong equipment and had to send an additional shipment and required me to send back the wrong equipment they sent. They said 15 minutes to self installed-I was on the phone for 3 hours-I am a very computer savvy. When the system was armed for the 1st time at 10pm-the motion detectors went off at 12am-scared the hell out of us. We look around the house saw nothing, laid in bed scared then they went off again at 2am. I turned off the panel-nothing there!