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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.
SimpliSafe is one of the most popular home security company of the 21st century. With a strong marketing presence that spans most types of media, Simplisafe has become a household name over the years. With no contracts and an affordable entry price, it isn't hard to understand why. They are a dependable service and have many nice features for home owners, but in terms of new smart home features and integrations, Simplisafe could do better.
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.
I tried to cancel my service in November. They never made it clear that they "had" to send a docusign via email to officially cancel. Add to that I never received one. Thinking my phone call terminated my service, I was years past the 2 years in the original contract, I didn't think about it any further until I looked at my January credit card statement, which they billed automatically, and realized they had been charging me since I thought I cancelled. I call them again in early February of '18 and they send the docusign which I return immediately to cancel. This was on the 8th of February. For the past (nearly) week Moni collection has been aggressively calling me trying to get me to pay a bill for the period between 2/8/18 and 3/8/18 AFTER I had cancelled my service. And they weren't providing service. Because "it takes 30 days to cancel". No it doesn't. I was not charged in Feb. because I had cancelled. If my cancellation wasn't completed WHY did you not auto bill my credit card for the period you are now trying to collect on? That was YOUR decision Moni, not mine.
The funny thing too is I wasn't looking to cancel until I had another alarm company show up with a free camera system, so I took them up on it. If Moni had made any effort to contact me and let me know of new services they offer I wouldn't have ever changed. So you lost me because you didn't keep up with me as a customer. If you put half the effort into educating me about your new services and features before I cancelled as you are now, trying to extract $50 from me for nothing, I'd still be a customer. Tell Bill Fitzgerald I am still awaiting his return call to discuss this matter.
Moved into house and was told to use ADS. Set them up, signed contract (never again!) and then was told MONI was monitoring company. The panel is constantly being "tampered", and no one seems to be bothered. I'm thankful nothing major has happened as I don't think they would contact us or the police. I would NOT recommend either company. There are so many better security companies to choose from and don't make you sign a contract. Shame on me for not researching better
This company is terrible ... their customer service group is terrible and is is almost impossible to cancel services .. they raise rates without any customer notification and then if you threaten to cancel the service it requires an act of god ...
After being a customer for 5.5 years it cost me $222 to cancel service. Make sure you understand their deceptive contracts that they tie you into. I will never use them again
Do not use this company - they are a scam. They make canceling service a nightmare and virtually impossible!! I tried to cancel after 2 years of service and was told I couldn't because I still had 6 months left on my contract. I waited the six months and tried to cancel again. I just received a letter in the mail saying a cannot cancel until February 2018 making this a 3 yr contract. I asked to see a copy of my contract reflecting the term and it is so blurry and you cannot read the verbiage. Basically I'm stuck as it's my word against theirs. Do yourself a favor and go with a more reputable and honest security service.
I would give this company ZERO stars if I could. I have been hung up on and transferred multiple times now as I am trying to cancel.
Do not sign up with this company if you do not plan to keep them for life because you'll never find a way to cancel. I have been on hold for over an hour and a half combined on these calls and I just keep hearing "wait is longer than 10 minutes" and/or have my call picked up for 5 seconds by an agent who tries to convince me to stay and then transfers me when I say no thank you. It would be nice if I could get a hold of an actual person who can help.
Like many of the other reviews on this company state: DO NOT WORK WITH THIS COMPANY. If you try and cancel, which I have several times, they do not follow through. You get transferred, lied to. I just threatened to go to the BBB and small claims court. Do not let them in your house, you will regret it.
If I could rate this company 0 stars I would. Let's start at the beginning
- the equipment is faulty. First my dashboard failed. They tried to make me pay for it, and pay for the service guy to come out and replace it because it was over 30 days. Mind you, it was within 90 days. Finally got them to just handle it
- then my window break sensor is broken. Everyday I set my alarm it does off. So I'm getting them calling me with the alarm, police showing up at my house for false alarms. Every time I call tech support the call gets "dropped".
- customer service sucks. Every time I ask for a manager, supervisor, tech support, whoever I get put on hold. Then I'm on hold so long that it gets "disconnected". So I've asked them to specifically take down my name and number and actually call me because I can't get through to someone. That call never happens.
- don't try and cancel cause there are so many hoops to cancel, it never happens. I tried to cancel because their system is crap, equipment is crap, and customer service is crap, so I wanted to cancel since I'm not getting what I paid for. So I asked what my termination fee would be and I just get the run around, and transferred around till my call eventually gets "dropped"
Horrible company, horrible service, horrible equipment. I'm now trying to go through the BBB to get my service canceled without paying my cancellation fee since they aren't holding up their end of the contract.
Can't stress this enough, DONT GO THROUGH MONI!!!!!!! Don't sign any contract, don't get their service, and if they show up on your door step asking to sign up like they did mine, slam the door in their face!
System dispatched San Antonio Fire Dept early this am. It turns out the batteries need replacing.
Fire Department dispatched because my batteries are low?!
This is now my 4th call to attempt reset.
Your customer service is horrible.
They suck. Enough said. Customer service stinks. They will call you non-stop for $35. Not joking. Seriously psychotic. DO NOT sign up with them.
Moni or Monitronics (they had to rebrand to MONI because they're such a shit company)... Seriously, this is one of the THE WORST companies I have ever had the displeasure of dealing with... If you or anyone you know uses them, good luck. Below is my story...
So flashback to 2009, I bought a home and started my service with them. The experience was acceptable for a bit. Then my rate increased, I shopped around a bit and found a significantly better rate. So, I canceled my service in 2012... The cancelation process was literally like breaking into a vault. I had to call, then write a letter, then call again and write 1 more letter. I mean WOW. I was thankful to have them in my rearview, until today. I sold my home in 2014. It is now, 2018. I just got a call from collections saying I never canceled my account and they let run for months now I owe collections... I am appalled at the audacity of this company. 7 out of 10 reviewers have this same issue... Now you send people to collections, potentially ruining or at the very least damaging my credit... CHANGE YOUR POLICY
Shocked. Pissed. Baffled how any organization that puts consumers last can operate today...
Steer clear! Criminals. All was going fine until we needed to move. The customer service with Moni is absolute garbage. I spoke to FIVE different people (yep, over four different calls - waste of time) and not one person gave me accurate or complete information.
First, I was told a certain amount + extension in contract for the move. Fine. Then I forgot I needed to add an extra panel and window sensors, you guessed it, cha-ching and another year added. Turned out that we didn't get an extra panel and didn't need the sensors because of an internal wireless system. The guy only had to add an "app" on the main panel. Awesome! Was anyone going to contact me to tell me I didn't need to pay for the extra stuff that I didn't even get? Nope! So I call and the lady refuses to remove the extra year on the contract (that was only extended because of extra added items that I did not get), but does offer me a "discount". She could not do more because the installer did add that "app". Whatever. Come bill time, I am charged for the FULL amount of the original install. I call in and the agent says I am due a refund of X amount - great! Two weeks later, no refund. I call in AGAIN and the agent says I was given a CREDIT not a refund and asked if I wanted a refund. YES! Why would I want to allow you to hold my money when it wasn't rightfully yours in the first place?! I'm now told it will be REFUNDED. I ask to be transferred to a supervisor to discuss Moni's inability to properly train agents on the difference between credits and refunds, not to mention the agents before who clearly did not process my ask when the guy didn't install everything. I was basically told that the agents would be talked to (doubt it) and my refund would be available in 3-5 days. That the billing issue wasn't their fault because billing isn't available for 30 days YET I find that hard to believe given I was BILLED for the full amount within 30 days of my install. No one offered to remove the extra year in the contract that I'm now inadvertently stuck with despite never receiving the items that caused me to have to extend the contract. UGH. Thank goodness the days are long but the years are short. Can NOT wait to write my letter and be done with these guys. What.A.Joke.
We purchased equipment from the Alarm Guys, May 10, 2014, which aligns you with Monitronics (aka Moni Smart Security). Five months PAST the END of my contract (May 10th, 2017), after sending a written cancellation by snail mail, to Moni, to cancel our service, I am still being charged monthly.
We sold our original home, left the equipment there,16 months ago, never reconnected service to our new home, paid our contract to the end, called 4 times now, and are still being told we need to fill out the DOCU-SIGN email, that NEVER comes AFTER THE CANNED SPEECH.."IT WILL ARRIVE IN 24 TO 48 HOURS. I am very computer literate, and check spam and inbox.
Staff for Moni claims they need 30 days to cancel the service, contact police departments etc (which were never contacted since we moved 16 months ago).
Staff turns over frequently, as noted by new staff. Complaints on the BBB are in the thousands, yet some how they claim to have an A rating, I guess the name change from Monitronics to Moni is a loophole.
Save yourself the headache which is sure to come by using Moni, who, also over charges in comparison to other comparable monitoring systems.
The salesperson for this company practically tricked us into signing a contract. My husband was on board with getting home security, I was NOT. So the salesperson changed his tactic to offering 1 month free TRIAL. To which I said "Okay, I suppose we can TRY it". Why on God's green earth would I say that if I thought it was a long term commitment? Anyway, he proceeded to have us sign a bunch of things on his tablet, guiding us through each one, never mentioning anything about a contract. Then he said he would put the account under my husbands name. Then, they emailed him the contract, and not me! Even though they took my email address. Part of the fault is on our end, my husband for being careless and me for not being more suspicious than I already WAS.
BEWARE. This company uses shady sales tactics and will literally con you into thinking you are receiving a trial. I am putting you guys on blast everywhere I can, but I'm glad to see people before me already have. Now we, or should I say my husband, are tied into a 3 year contract we never wanted. How can you advertise something as a free TRIAL if it's not a trial. Bunch of con men.
Been trying to cancel our account and continually get the run around of what #'s to call and what the hours are! Customer service is a joke and a mystery, a tricky business tactic for this company! Very dissatisfied with Moni, poor customer service representative's, sorry you have to be the one that hear all the complaints but the company you work for lacks any integrity!
Do not bother with this low-life scamming pile of doodoo. For openers, take a look at the amount of one star ratings below. That should tell you everything you need to know. This company will nickel and dime you year after year and when you try to cancel, they will invoke a 30 day cancel.
I got away from here and found a service that is wireless and that costs about $120/year less.
Signing up with Moni will get you lousy service, long phone calls and you can just stand in awe as they ratchet up their rate each and every year.
Moni bought out a company called Capitol Connect.(Which we had no idea of) Capitol connect (which I'm not convinced is just a DBA) sent over door to door salesman that lied and sold us a bogus deal and contract and Moni isn't helping resolve the issue.
The salesman stated that we would be getting upgraded equipment at no additional cost only to have to switch over and finish out the rest of our 1 year ADT contract. That was not the case; apparently signing a NEW 5 year contract! We are renting and would never sign a 5 year contract on something we rent let alone the lease was up the following year. So now we have 36 months left on this contract that we are responsible for and when called to cancel and stop payment their version on customer service is to threaten Our credit by sending to collections!
We called 4 different times and each time asked to be transferred to a supervisor and they would not do it! Refused to even! As if our concern was not important enough. Its hard to believe that such a big company (#2 in security of all the USA) can do absolutely nothing to help the situation.
When you buy a company, their faults become your faults and it's apparent that they don't care that they have customers locked in to shady contracts as long as they're profiting.
Also, they have not responded to one alarm that has went off!Their call center must be closed, non existent or in a meeting like the supervisors we asked to talk too!
Well, I'm at 57 minutes trying to get a bill situation corrected, and yet they're still not able to send a confirmation that any of my efforts will do a thing. Maybe "print screen" isn't available in Texas?
I had ordered another sensor for a remodel on my business....they stated they could just add that cost onto my normal monthly fee....well 30 reps in the space of a couple months said they couldn't! Fine, send me a bill. They did, I paid and now they add that original sensor onto my normal monthly bill!
I canceled my service due to military orders last month and they said September was my last payment then all of a sudden I'm charged in October and now they're saying because mine was canceled in the beginning of a billing cycle. I thought they were good until you try to cancel your service even with military orders.
I am most unhappy with this system! My husband installed in my business after moving from his business that closed. I have been trying for weeks login but it keeps asking a security question that I do not know the answer. I am being charged and really cannot use the system because there is no other option for resetting password or security.
I called to cancel my service in May 2017 because the house had sold. I continued to receive monitoring bills for a service that was no longer active and a house I did not own. In July I called back to inquire why I was continuing to be billed for a service I had canceled. I was told Moni send me a document to sign, that I do not recall receiving and a search of my email including spam and trash did not turn up. They resent me this document which I signed and returned. Moni continued to be bill into August even after I had signed their required document. Now in September I have been turned over to a collection agency to pay a bill for a service that I had canceled and for a house that I no longer owned.
I recently moved within the DFW area and had to terminate services with Moni, previously Monitronics, and another company name that we signed on with. When trying to terminate services, we were diverted to the department that handles moves and were given to option to continue with them at the new house. My husband was insistent that we change to ADT (not really sure why but not an important factor for me so go with the flow) so we decided not to take them up on additional $ to install their security system in the new house.
They apparently sent an email to one of my husband's email accounts and he did not complete the process so we were billed another month. When I called to dispute the charge and address the move, they informed me of the process and that after I complete the online document, it will take another 30 days. So basically, I will be billed for another month that I would not be using them.
The concern I have is that there are multiple departments to address a simple things. The gentleman who I spoke with, was very pleasant and explained the process but could not address the billing issue nor could he end the service without the signed document that would take 1-2 days to receive via email. Why would it take so long for me to receive it if he has my email address? He then said after I receive this email, I can discuss with the billing department the payment I was charged recently. When I asked him to talk to someone about the process he basically said he does not have someone I could talk to but could email my concerns...basically email into a vacuum that would not be answered. Just so odd that a company like that would not have a supervisor I could address the department silos/employee autonomy that they do not have.
I am not very frustrated and annoyed that I will be paying for two months of service that I am not using and of course paying for ADT at the new house. Why do they make it so hard to end services? Why are utilities and other services easier to end compared to them?
Stay away from them unless you like to waste money.
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Couldn't be more pleased with this company and their product. Easy to install and customer service is fantastic.View More Reviews
I have been using this system for 2 years, work perfectly and customer service is great. Their service can't be beat. If you need to add to your system order the item when it arrives. Go to your desktop program name and add the items to your system. It is just that easy.
I purchased the older system 2.0 in November 2016, we had no problems except the keypad entry was small and not backlit. When the new system 3.0 came out I upgraded to it this January, it is night and day easier to install, the base station tells you by name if there are any open sensors, also the mobile app works ten times faster than the old one. Customer service lacks a lot, messages aren't returned and it takes a long time for someone to answer, once answered I was pleased with the help I received.
Excellent and easy installation, runs off battery, recognized by local police dept and 15.99 per month. We have had our system 3 yrs and feel very secure.
Good instructions for installing and setting the options in the SimpliSafe website. Easy to install DIY systems with good array of optional devices. Quick responses to alarms.
They did what they needed to and helped all that they could. When I called they could have been a little nicer and more professional. They were efficient and fast and answered any question that I had. Very professional and not weird. Since it's scary to have someone come into your house I wasn't scared. Pretty good system and monitoring is definitely recommend to others. Very good value. It's great. Would def recommend to others cause I love it so so so much. I really do I feel so freaking safe.
The customer service was great. They are always there when you need them. I would not change them for the world. Any time I ever had a problem they was the first to respond. They was there on time. They were very nice. It took them no time at all to set everything up and I have had no problems at all and that is all. All I can say is that everything about them is great. I have had no problems with anything. I would recommend them to everyone. The value was great. It fitted right into my income. I could not have asked for anything better nor could anyone else. Once I was with them I stayed with them.
I am highly satisfied with the customer service operators. I called a couple times and so far operators were very friendly and eager to help. The setup and installation process was not hard and pretty much guided so I didn't have to worry about any possible problems or issues. It's a pretty user-friendly process, I would say. I am very satisfied with the product monitoring capability. It works just as I thought it's going to be. Have no problems or issues and satisfied with the quality. I do think I got a good value for the price paid. Wouldn't mind to pay less of course, but still seems like the value to price ratio is justified.
Their customer service is of the utmost quality, and their system has worked very well in my home. It has great quality and works very well as we were robbed earlier in the year and it helped keep my family safe. The setup was very easy, the person that did it was very helpful and professional. They worked very fast and were very knowledgeable about any question that I had about their service.
The customer service was very helpful in the set up. They walked me through everything that I need to know about the item. They were very helpful. The set up was really easy and I didn't need any extra help from anyone like I thought I would. I was able to do it all by myself with little to no help. I am able to see everything going on with my house when I'm not there. I feel a lot better about not being home. I don't have to worry about the security anymore. It is a great deal. I would have bought one along time ago had I known that they work this good and weren't very expensive. Great value from the quality of the item.
Great customer service. Always have the answer I need and always are nice over the phone. Never any problems with them. Call anytime and there always help me. Setup was easy. No problems at all. Went fast and easy. Everything I needed came with the product. Anyone can do it. Great monitoring. Always on the right place. Easy to see whatever I'm looking for with great ease and easy viewing. Crisp, clear and easy to view what's on the monitors. Has great value for the buck. A lot cheaper than others and does a lot better job. A great system at a great price. A value I could never pass up. And great selection.
Usually when there's something that goes wrong, I can always rely on their customer service to be able to help me through it all! No matter what the problem is, they ALWAYS try their best to help me fix it. Installation was fast and easy! There was definitely no problem setting it up! It's fast and simple and you don't have to worry about installing any wires into your home. The security system is VERY sensitive to change in motion, temperature, air, humidity, light, and it's able to detect anyone that's intruding guaranteed! It's a little pricey but you definitely get what you've bargained for! The price is overall worth it and I'm sure you'll be pleased with how awesome this device is. You'll feel secure!
I am very happy with the customer service. It was very helpful to me when I needed it most. My problem was fixed very quickly. The person I talked to was very nice. I was very satisfied with the set up and the installation. The work of the set up and the installation caused no concerns for me, and it did not take too long to complete. I would rate the monitoring a perfect 10. I was very happy about it. No issues to talk about there. It really went smoothly, and I had no complaints. I would rate the perceived value a perfect 10. Well worth it and nothing to make haste of the perceived value. I would highly recommend it to all.
It's comprehensive but user-friendly. It's totally wireless and still runs without house power. It features live monitoring and can be controlled from your smartphone. Setup was easy. I pay $14.99 per month for live monitoring. It works excellent and provides thorough security coverage. Great value. Well worth the price in comparison to its competitors.
I was pleasantly surprised by their support center. Everyone was extremely pleasant and helpful. No request went unfulfilled. I would highly recommend this company!! Technician was prompt and pleasant. He was in my house for maybe an hour and then spent as much time as I needed explaining to me how everything worked. Not rushed or rude at all.
The service makes me feel safe when alone at home. I get a call if something go wrong. I feel safe from all. If I was to get sick I can still get help. Knowing my safety is just a call away. Easy to set up. Motion detectors, window locks and you can also get a camera. Being able to know you're safe gives you peace of mind. Helps me monitor my house from anywhere. Grandkids never know I'm watching them. I know that they're safe. Everyday I smile because my system is on and protecting me and my family. At a great low cost and I could activate myself. Satisfaction guarantee. Anyone can do it and you will be on your way to safety. Puts a smile on my face.
Great system. I accidentally hit the panic button as I was carrying heavy furniture up my front steps and bumped the key fob/remote into the railing. I got a call from Simplisafe in less than a minute, they were checking on me to see if I was ok!
I've had this system over a year and thought it had recently malfunctioned, I called customer service and all I had to do was replace the batteries in the keypad, that was easy. The customer service reps have always been extremely kind and helpful. Thanks Simplisafe.
I had this service since 2013. I have nothing but great things to say about them. Whenever I had a problem with service or the product I had a great experience.
For the price one is paying per month, its an absolute value.
I cant wait until they get their camera system available in December 2015.
I researched quite a few alarm systems on the market. SimpliSafe caught my eye with their new system. The old system I understand had some difficulties. In my case I was looking for one system that could service two structures. My residence and my office, which is just about 55 yards away. I installed my main system in my residence first. No connectivity issues at first, everything went smooth... until I tried to connect to my WiFi. It would simply not connect to my main network, which is 2.4 and 5.0 GHz. It would say... wrong password or are you connected to the internet.
This company has excellent customer service. I purchased one of their systems, but found it probably wasn't going to do me any good if I didn't buy the monitoring package. I initially thought it would be great for when we are home. But when I got to thinking about it, what would happen if we were out of town and the alarm ( siren) went off. So , I thought best to return it. The customer service person helped me with one phone call and made arrangement to send it back for a refund. I was was not put on "hold". He did not try to talk me into keeping it or did he try to sell me anything else. He gave me all the information I needed to send it back immediately. I have never encountered such service from anyone in the past. These guys are great and I would highly recommend them to anyone in need of a security system.
So far so good. Only had a week, but install and set up was a piece of cake. Had to customer support for a couple of clarifying questions, wait time seemed a little long but I expected it so no big deal. They answered all questions and offered to help with anything else. 3 close friends including my homeowners insurance company owner currently use this system so I gave it a try based on their positive feedback.
I HAD THE SAME SECURITY SYSTEM AND MONITORING COMPANY FOR OVER 30 YEARS. I recently had new windows installed in the home and the energy efficient frames covered the wires on each window. There was no way to restore the old wired system. They offered a wireless system for $300 with a new two year contract for $29/month. Problem was the base system had only about 4 door/window sensors. I needed 12 and the cost was an extra $400.00 ($50 each).
I researched the top systems with all the bells and whistles and fancy control panel screens. Then I found SimpliSafe and was skeptical at first. NO CONTRACT REQUIRED! I bought the build it yourself system with everything including keychain remotes (2), CO alarm, siren, smoke detector, and all sensors for $600! Signed up for their monitoring program at $14.95/month. My old alarm company was $29/month. I've worked in every type of electronics fields that you can imagine and when I got the package I was extremely pleased! I was able to select only the sensors that I needed and should I decide to add something else later it is easy. The components are solid and very easy to install. You can look at online videos or simply read the small manual to install. Based on a technical writing job I had this is the best manual I can imagine. Pictures with clear explanations. The icing on the cake is the telephone support. Called the phone number, pressed 2 and I was speaking to CS rep within TWO MINUTES!!! Not an overseas call center and these people knew how to help and could easily access system remotely to test.
You can use the system with a land line, but unless your area isn't covered by wireless carriers use wireless. Our connectivity with the alarm system is better than our two cell carriers.
There are standard packages, but I found do it yourself was best for me. I've a large home so it will be less expensive for those with smaller homes or apartments.
The savings on monitoring cost will effectively pay for the system in 40 months.
Check your existing contract if you already have a service. Many, like mine, have automatic renewal for one year periods. Put on your happy face and call to tell them you wish to cancel. You're moving to Italy, selling your home to travel in new motorhome... I'd been with our company for a long time and the CS rep voided the annual contract, made it month to month, with a single payment remaining. All I had to do was FAX a letter with my request and reason. YOUR RESULTS MAY VARY!
I've had my Simplisafe system for about 6 months now and have had two experiences of their efficiency. First, I accidentally pressed my remote's panic button when changing it out of the previous day's pants. In less than ten seconds SS was calling my phone and I quickly confirmed the accident with appropriate safe word use. They cancelled their call to our local 911 center. Second, a ceiling tile in my basement fell and set off a motion detector. Again, in seconds they had me on the phone and we cleared up the problem in an impressive, regimented manner. Their contact staff was efficient and courteous. I love my Simplisafe system and have great peace of mind with it in service.
I've been using Simplisafe for more than a year and their service is outstanding. Their dispatch center is prompt and direct. The service has been reliable at protecting our home year-round. Their pricing is competitive to other alarm services and setting up the sensors is a breeze. You won't be disappointed!
Simplisafe has been great for us and our company. We purchased one of the original systems back in 2015. The setup was easy and when we had a problem, customer service was available and totally helpful. Later, when the system had problems, they were again available and helpful in guiding us to a solution with no cost to us.
The best story from our uneventful relationship with Simplisafe came when there was a fire in the building of our office. The "false alarm reduction" company that all of us have to pay for tried to charge us a fine and Simplisafe took over and resolved the problem for us. No other company has ever been willing to take on a frustrating task like that for us, and again they did it at no charge.
Thanks Simplisafe. Your team is great to work with. And so today we just purchased a new system to add to our home.
Really nice stuff.... Turned my home into a impenetrable fortress with this stuff and easy to install. From really cool servalances cams, water detectors and anything else you need, and I do mean everything... I've only been with them for a week now, but am very impressed. Pretty costley startup to purchase the equipment, but I got it all, after figuring it out it will pay for itself in 2 1/2 years.. The $25 a monthly monitoring fee will be 1/2 the cost I am paying for my old service and its all savings thereafter. And did I mention if you need help there a fast phone call away and on the phone with you in seconds if that alarm goes of.
SimpliSafe had a deal on the **** ******** Thermostat, purchased item and waited for a week. Was not until I called in to ask about order status they informed me they have oversold the Nest Thermostats and will not be shipping them out nor honoring their price on future inventory.
I've had a SimpliSafe system for years. They seem to respond to alarm events as quickly as any other monitoring service I've ever used. Their customer support is lacking. I learned the hard way that if you need support, call as though you're a new customer. Someone will talk to you if you're a new customer. If you choose the customer support option, you'll be on hold forever. Don't expect a callback after leaving a voice message either. The equipment almost all worked when it was new. They replaced the parts that didn't work, but the replacements didn't always work either. Beware that the equipment is cheap and slowly stops working right around the time it's no longer covered under the replacement policy. For me personally they've always been good about shipping new common parts. I've never ordered anything fancier than sensors, key fobs, batteries and signs. Their system is great for people who need a theft deterrent, a portable system and/or do not want to pay for a monitoring service but still want sensors with an alarm. I wouldn't recommend them to someone who wants a reliable monitored security system.
I purchased the simplisafe unit and have been adding devices as I can afford. Recently we learned there is a new Simplisafe and have been told that our existing units are not backward compatible and we would have to purchase all over again if we wanted to upgrade. Simplisafe has upgraded in the past when they upgraded from S1 to S2 but now that they have S3 they are refusing to provide an upgrade path or offer existing customers a discount to purchase the new systems. This is very poor customer service in my experience and I will not re-purchase an entire system every time they upgrade. Be aware of this practice because they kept selling the old units even when the new systems were hours away from being sold on the website
Now I am really disliking this company for different reasons. First I returned an item, they acknowledged receiving it but the refund never came. I called them after 2 months and the agent said "oh let me process the refund since we already got the item". Meaning to say nothing could have been done supposedly.
After that I tried calling customer service due to triggered alarm but it's impossible to contact them. Very poor customer service. I would suggest you find a better alarm company before you purchase their product.
Simplisafe a monitoring system that sells self-maintaining alarms to protect your property has not been able to solve any issues related to the product I bought in January 2017. They have changed the system 3 times, sent countless replacement parts. Every time we call to trouble shoot, we spend over an hour guessing what could be the issue. Their customer service is not trained and after escalating to managers we get temporary solutions. This has completely changed our perception about simplisafe's ability to protect our home. When I asked for a refund I was told that they could not honor that request. So now I'm stuck with a malfunctioning home protection system. Any solution that I might get from this forum?
I ordered units for two homes at the same time but to eliminate confusion the sales person placed two separate orders. I was charged for both units but only one was delivered. After several phone calls the second unit was delivered. The first unit was to be used in a rural location where only Verizon is available and this was told to the sales person. The unit was delivered with T-Mobile communication capability only. After another phone call a new part for the base unit was delivered which communicates with Verizon but the unit had to be disassembled to install the new board and the old bard returned to simplisafe. This would be a problem for some people.
I ordered 6 new motion entry sensors. I had trouble entering the new sensors via the key pad therefore I called for technical support. I tried to call for 3 days during business hours and never got an answer. I left a message stating my problem. On the 4th day I went into test mode again to see if perhaps the sensors were now online. When you enter test mode the third party monitoring agency calls to alert you. I mentioned to them I am trying to test to newly installed sensors which weren't working. They transferred me to the technical support and I finally got someone. They re-entered the sensors and said there was nothing left to do and that they were working. I got home later and went back into test mode and the sensors are still not recognized by the system. The third party monitoring agency called me to alert me I was in test mode and I mentioned I was having problems with my set up and that I was having even bigger problems getting any support. They mentioned they have heard this complaint from many customers, some stating wait times of 45 minutes on the phone until they are able to get someone from customer support on the phone.
I purchased the Simplisafe product more than 6 months ago. They sent the wrong product initially and since then I have been sent faulty product (entry sensors that were faulty, I received 2-3 replacement entry sensors thus far and still awaiting a replacement keychain remote as the one I currently have is faulty). If you have to call in for customer service support be prepared to wait 20+ minutes on hold or leave a message. Every time I call in to trouble shoot, I spend 30 minutes to 1 hour+ on the phone with customer service trying to find a resolve.
As of right now, I have been listening to the "on hold" music for exactly 34 MINUTES! This, after spending 20 minutes waiting on hold earlier for a representative called "Jean C***** to tell me he was sending me a return label and never did! This company has great potential and its products are great, but this level of customer service is just PATHETIC!! How can they even JUSTIFY this aberration of having EVERY SINGLE CUSTOMER wait for 20+ minutes on a GOOD DAY to reach someone!!?? This is 2018!! Just because of that I might go with somebody else even if more expensive and even if they have a contract! I can only imagine how more HORRIBLE it is going to be after the release of their new SimpliSafe 3 system and more people start buying! This company's leadership are CLUELESS about such a CRITICALLY IMPORTANT aspect of any good company as customer service is. Great potential, but shooting itself on the foot so far. Shameful!
While the security system we received was easy to install, I've spent four days awaiting a response from their customer support team. Our system will not send a test signal to the monitoring center (to whom we've also spoken with regarding the situation). This system is literally useless without someone to monitor the activity. Incredibly disappointing to have experienced such a negative experience from a company with such glowing reviews.
I wish I had read these reviews and others on reputable review sites before I got involved. I will say, at first my numerous email inquiries (to be absolutely certain this equipment would meet my needs) were answered promptly and I was assured my monitoring requirements would be satisfied. It was only after the purchase that I had contact them with problems I was having. Anywhere from basic, boilerplate responses to flat out cluelessness (yeah, I know that's not a real word).
Typical when a company comes out with something new that catches on thus causing an overload leading to long wait times, and less than adequately trained customer service reps who by their very affect alone demonstrate their inability to understand the issue (the racket of banter in the background didn't help).
I have my fingers crossed they will honor their return policy.
NOTE: After posting this review there was an email with a return label attached. So, no problem there thus far.