Monitronics — Stay FAR away from Monitronics
The following letter has been sent multiple times to Monitronics with no resolution...
Excuse the following angry tone of this letter, but I am quite frustrated. For the last year I have been dealing with your company's poor customer service. It has resulted in the repositioning of your sign in my front yard so that it's not noticeable to potential clients - and will soon lead to me putting flyers on every house in our community telling this story.
After a year of talking to too many Monitronics representatives on the phone to count... this issue is still not resolved. And it's a measly $40 charge.
It begs one to ask: What is going on?
I've decided to stop calling, since that has not worked previously. I will write it all down here instead. Please forward it to a person that can actually do something about the situation.
After a botched sales job where the representative misquoted the price of having touchscreens installed (first big disappointment in your company) we had several installation blunders as well. One was that the installer didn't know how to even install the touch screen. The other was that they didn't know how to work it or tell me how to work it. It went on and on until finally things were cleared up by another installer that knew what he was doing.
Through all of them - we were told that our dog would not set off the motion alarm - as they had been rated to 'ignore' small pets. They asked the weight of our dog and concluded it was properly rated. I figured it was the heat sensor that worked according to body size. In any case - with this reassurance (from multiple representatives of your company) - we were not concerned.
Fast forward to our dog, of course, setting off our alarm. Why was this happening? No one at Monitronics could say - but they were willing to eat up our free 'passes' and even charge us for one of the times.
We called as soon as we got the bill and were told it would be taken off, as yes, the charge was ridiculous.
To add insult to injury - we ended up with an alarm system where the motion detector was useless because a small toy-dog would set it off. Very disappointed.
Fast forward to today - the matter is STILL unresolved. This after numerous calls and WASTED hours explaining the same thing again and again. (which is why I'm not calling anymore.)
The last person I talked to was a very nice and seemingly competent supervisor named Sean (ID 8565)
He was VERY clear about doing the following (I made him repeat it - that's how I know how clear he was):
* $21 late fees removed
* Original $39 fee removed
* Original 'free' guard visits removed from record
* NonBillable service call to be set up to see why the alarm was sounding
Sure enough - we had installers come. A good sign! Finally Monitronics was doing what they said they would. They said, "Oh yeah, it might be that the dog sits on the couch and triggers the alarm." To which we said, "Obviously dogs like to get on couches if they're small - that's where they sit." So it was a non-isssue. They should have told us this from the beginning. We would have never set the motion detector. Very simple.
All was good.
Except... the next month I get a BILL AGAIN. $41??????
What is going on? I figured maybe it would take a while for the system to clear it - but no. We still keep getting the same bogus bill.
This needs to be handled asap - and it needs to be handled without further hassle to us. I think that $41 is pretty darn trivial when compared to the warnings we will give to future potential customers (via blogging, word of mouth and flyers if that's what it takes) concerning the complete failure of your ability to handle a simple customer service situation.
So - Thank you in advance for fixing these ridiculous errors on my account asap.
It's been nearly 2 years since we first signed our contract with Monitronics - and this is still unresolved. Since this letter, there were several more calls that promised to fixed this issue, but in the end never did. At this point, we are waiting for our contract with them to expire.
Save yourself the unnecessary stress... Do not use this company.
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