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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.
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 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!
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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.
Buyer BEWARE! It is super DIFFICULT to IMPOSSIBLE to CANCEL:
I was having an impossible time canceling. I have tried 3 times. The wait time is LONG...I haven't gotten through yet. It took me about 40 minutes yesterday and I couldn't wait any longer yesterday. I was passed around 3 times on the phone. Then I tried to cancel on the Facebook account and they couldn't cancel me either. I had to pay $31 to have the bank to not have the money taken out by Moni's auto-pay.
It is day two...
MONI Smart Security: Trying again starting at 10:04 am.
Jacqueline Creedon Now it is 10:17 am and I have been transferred twice. The estimated wait time will be longer than 10 minutes...It is now 10:23 am...still on hold...I finally got to talk to someone at 10:4?, and I have to wait for an email to sign and send back for a cancellation. So far, it has not come and I am still not canceled. 10:57 am.
Avoid MONI at all cost - This company does not hold up to their word. They lie, read your contract carefully. They don't stand behind their products!
I had an alarm system installed by them and was told it had a life-time warranty, which it does, but they have hidden fees. Which one of them is to have the tech to come out and replace a faulty piece of equipment that didn't hold up even three month.
They replace the same panel twice on our property and charged us each time for a piece of equipment that failed in less than three months.
However you can go online and buy the same system and if it breaks while it is under warranty then they replace it for free. Also if you buy their same system online you can install it yourself and use a smart phone to monitor it just like MONI does.
The great thing is if you do it yourself, no contract to hold you down. If the equipment goes out and it is still under warranty no fees to replace it. Also no third party monitoring, you can monitor it from your smart phone yourself.
Also MONI had an agreement with me that if I sold my house that I could cancel with them, again they didn't hold up to their word. They want me to pay on a security system for house that isn't even mine for almost another six months or I can transfer my account with them to my new house; have them install a new system....yeah, not happening. Why would I want a product that is a lemon and a company that doesn't honor their word.
Their are hidden fees with MONI that you won't know about until your system fails - and it will fail. Both times a tech came to my house and the equipment failed in less than three months. MONI's answer is service charge for their tech to replace a piece of equipment that didn't last even three months.
Why would someone ever want to keep paying on a lemon I don't know. All they want is your money and to keep you locked into contracts. I strongly suggest you don't go with MONI, but get your own system installed yourself, in the long run it will be cheaper. If you think you can't install it, even having a professional install it for you is still cheaper than going with MONI in the long term.
Lastly I felt like MONI has held me hostage by not being up front with their contracts and not being fully honest about it. If I could give this company a negative 5 star rating I would because they don't even deserve a 1 star rating.
RUN! They stole twice the amount of our agreed upon rate out of my autopay for 2 years! They went back to the recording of the conversation and verified it but then flippantly tell me "too bad." And then offered me a deal at $20 more than they agreed upon if I extended for another 2 years! Surreal experience. They are being sued now. Class action. About time. Run
Words can not describe how PISSED OFF I am with this company.
I've been trying to cancel my service just to find out I was locked in a contract I never agreed to. I am still stuck with them for 15 months but in order to transfer to another place I would have to agree to an additional 12 months increase to my contract (thats right... 15+12). What kind of scam is that?
Finally after 30 minutes stuck in their infinite loop of transfers I requested to cancel their service. They informed me I would have to pay for the whole 15 months of service to cancel.
In other words... DO NOT USE THEIR SERVICES!
My 83 year old mother sold her trailer and moved to a retirement home. This company is calling her and trying to intimidate her to pay monthly payments when she notified them of the sale of her home. They were threatening and verbally abusive. They are sending bills with additional fees and charging monthly monitoring fees on a system that was shut off months ago. She is living in fear and afraid to open her mail. Don't do business with this company they are predators and abusive.
I initially began using this service when a door to door salesman came to me house and asked me if I had heard of the break in that happened 2 streets down. He then told me that someone was shot as a result of the breakin. I was new to the neighborhood, lived alone, was young and scared. I was frightened into accepting the service. I figured that peace of mind was worth the price. Later I looked into the incident and it was a lie but it was to late to change anything.
I travel often and the equipment is faulty. When I was out of town my dog set off the sensor and it was a pain dealing with this from afar so I stopped using it. I have been paying religiously for a service that I do not use and have not used for years.
I am now selling my house and moving in with a friend. I have zero need for this service. I never have had a need because I do live in a very safe neighborhood, but now more than ever I do not need this service.
I was told that my only option is to pay off the remaining contract which was 7 years! There are 3 years left in my contract. I have been paying for 4 years.
There is something wrong when a company tricks and locks it's customers into contracts like this. If you have a good company, there is no need for this. You make money because your customers like and appreciate your service not because your customers are trapped with no way out. The lack of empathy, customer service, and cooperation with this company is astounding. I will not spill out my life but financially, things can drastically change in a person's life within 7 years even 3 years. Unplanned and unforeseen circumstances take place.
DO NOT GET TRICKED INTO GETTING INTO SOMETHING THAT WILL GIVE YOU NO WAY OUT. There are many services that are equal and/or better. Services that will not trap you and then treat you like dirt. Do your homework. Look into this well and you will see I am not the only one. There are horror stories associated with this company.
Another business that exemplifies why there is a need for a zero rating. I won't get into the service issues that prompted my cancelling. TIP - ask about the cancellation policy which states it can take "up to" 30 days to process a cancellation. Guess what? Cancelled on 4/13 and the cancellation, I was just updated, will be effective 5/13. Surprise! I'm sure the intricacies of shutting off my access to this world class service are onerous, so why should I question? I hate dirtbag companies like this that happily trade goodwill for a few bucks. Alas, I got what I paid for...
Terrible. I cancelled my service and paid the rest of my contract the same day. I received a bill in the mail, and when I called to ask why I received a bill I was told that the service had not been cancelled. The monthly rate is really high as well compared to competitors. Save your money and time.
Update: I have given my new PO Box address to this company TWICE over the phone and am still receiving mail at my old address. Let's review:
-I gave a new address twice with mail being sent to the old address
- I had to call twice to ensure cancellation yet I receive a letter in the mail that I still need to write in to cancel. That's 3 contacts total to cancel service.
-The person responding to this review can't seem to find my account although i was just recently a customer.
Save yourself the headaches.
Seriously the worst company ever. Our daughter had to have two open heart surgeries when she was born and we had to sell our home to pay medical bills. When we called to explain the situation and that we would need to cancel the woman actually laughed at me. I wish I was kidding. I broke out in tears that a human being would actually laugh at someones tragedy. I will NEVER use anything associated with this company again.
I had Moni back in the early 2000's when they used to be Monitronics. I don't have a problem with the system itself or their doorbell camera. In fact my technician Brian was fantastic. I do have a problem with the sales rep quoting me a different price than what is being taken out of my checking account every month. This lady goes on to tell me she would write me a personal check for the difference because it was "her fault" but tells me not to cash it until the end of the month and to work with her because the money is coming out of her commission check, putting her in the negative. What kind of crap is that. You don't ever tell a customer what your commission would be on a sale. And you certainly don't say not to cash a check until a certain time...a check I never received! So I'm still overpaying on the alarm!
Do not deal with this company. I just off the phone with their customer service representative. They apologized and admitted that I wasn't connected for over a year but sent a monthly bill that was paid. They put you on hold hoping that you will hang up. When they did get on the phone they weren't very helpful in fact I think they are dishonest and use deceitful tactics. Even though I did not received the service that I paid for they refused to reimburse me or even give me a credit. Do not use this company.
I've had these guys for 2 years and off the bat they were great. I really liked the products and services etc. But then I had an issue and had to deal with their customer service team. Never in my life have I experienced such rude incompetent people. It took me 3 days to be told how to turn my monitor off because it was constantly beeping (as loud as the alarm sounds when going off by the way). This was a terror for my 4 rescue dogs in the house then. Finally I called to cancel my service and a gentleman offered to actually send me a tech (I had only asked the other people for this 4 times now). The tech comes a week later and tells us that despite the fact he has a part in the car that will fix it he must order it then call back to schedule install. 3 weeks later I still hadn't heard anything so I called them. The tech had marked that we broke the monitor and that I needed to call to pay to order a new one. Called to cancel once again and was told they would cover it and the install. They start calling everyday at 445 only and when I call back they are magically out of the office and can't schedule me. Finally I request they text to schedule. They do but it's 2 weeks out and the rep is once again really unpleasant with me and I have to ask twice for her to confirm the appointment because she wouldn't reply to my messages. Long story short, that system will not be moving with me and I suggest you shop eleswhere. Terrible company and service.
Lazy, fraudulent and dishonest. And those are their good points.
I signed with Monitronics because they had a system identical to ADT and it was $10 per month less expensive. Over the three year contact they managed to raise the price 40%. They do not notify police when an alarm goes off. They call you and leave you a voice mail. And their customer service sucks. Be ready to stay on hold for 30+ minutes if you need something.
But that's not the cherry on top. When my contract ran out, I called them to cancel and got the run around. Eventually they agreed to let me cancel. I signed the electronic documents to terminate service and three weeks later they withdraw money again. I called them and they told me it will be another 30 days. So I will have to pay yet another month of service!
Don't fall for the lies. ADT really is the king of home security.