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My alarm sent an emergency signal to the monitor station at Monotronics and the signal was ignored with no response. I called and they admitted that the signal was received.

They could see my front door set off the alarm but they did not respond. My local dealer excepts no blame and says its all Monotronics fault. A week alter and no one can explain to me why my alarm signal was ignored. What good is an alarm if they don't respond when an emergency signal is sent.

The night of the incident i also talked to a supervisor that talked in circles and gave me no understandable excuse why a phone call or emergency services were not dispatched.

I was told i would be notified by Monitronics yesterday or this morning by a supervisor to explain but as of yet they have not called. It appears they don't seem to care.

Location: Tampa, Florida

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Guest

MANY times the alarm company farms out the monitoring to a second company. Monitronics may be doing that and they only get reports faxed over in the early morning for any incidents overnight.

By farming out large numbers of accounts, Monitronics may be paying them $2 to $4 a MONTH to watch each account.

You know what they charge YOU for monthly monitoring. The rest is profit.

That's how companies can offer "free installation" and discounted equipment charges with the sign-up for monitoring. They say you have "$1,500" worth of equipment (that costs about $249), with SOME contacts included, up-sell motion detectors and extra door/window contacts, smoke detectors and emergency medical pendants...and make all the extra from the farmed monitoring, too.

Guest

I have had to call them on numerous occasions because i accidentally tripped my basement door alarm , last time it happened 8 minutes later a call came in and they forgot to ask me my pass code/word once again., not to mention i had already called and told them about the falsey.

They have also called when we were 2 days late on payment and when i returned the call they asked me my customer # or phone number without telling me who it is that is calling me in the first place!(Caller ID does not identify the # as Monitronics).

The last 2 years they have gone downhill as far a customer service, only one time has a person asked me my pass word and that call came in under one minute, maybe it was a newbie.

They should do evaluations on employees, people are depending on them to provide security indifferent employees should be let go. If the alarm sounds in one of the employees friends or relatives house wouldn't they want a quick response? It's a shame more people don't think of that when they work at jobs such as this.

As the poster stated they talk in circles when asked why no one called. :sigh

Monitronics C

Dear Valued Customer,

Thank you for taking the time to notify me about your concerns with your service. I have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. Please provide me with your account information or your contact number? So I can research your account and follow up with you or you can contact me at your earliest convenience at 855-299-2081 from 8:00am-7:00pm Central Time Monday through Thursday and Friday 8:00 a.m. to 5:00 p.m.

Thank you,

David Sodiende

Executive Response

Guest
reply icon Replying to comment of Monitronics C

That responce sounded very political and uncaring. I hope you did a better job with the service. :p

Monitronics C
reply icon Replying to comment of Guest-600914

Thank you for your feedback. My response to the complaint is a sincere request to attempt to resolve our customerโ€™s dissatisfaction. I really appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. I would love the opportunity to speak with you about your experience and help in any way I can. Please contact me at 855-299-2081 from 8:00am-7:00pm Central Time.

Thank you,

Monitronics Cares

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