Complaint Review: Monitronics International

I called Monitronics and explained to them that I wanted an upgrade for my security system.  I talked to a customer service rep that in turn transferred me to a retention rep. They asked me what i wanted. I told them i wanted a keypad that was voice that would tell me what door or window was open. I also told Monitronics what system I have and what is covered with the addition of my garage and I had 2 remote control key pads as well. All my doors and windows are arm to include my main doors. I asked what would be the best upgrade. Cellular? I talked to monitronics for about 30 minutes and they state they would upgrade me to a cell unit, Prior to this I talked to a salesman who stated we will upgrade you and to ask for a vista 15 system which I though was a cell unit. The rep was confused at first and placed me on hold to talk to her supervisor or the salesman. She came back and told me, do you understand this will be a complete system upgrade, because they promised me my bill would remain the same monthly, I stated yes.When the alarm tech came out the first time he changed my keypad and circuit panel and that was it.  I called Monitronics and told them this is not what was purchased, after going back and forth for 30 minutes they agreed to send out another technician at no cost to me. I found out I did not get a cell unit. I was very upset.

After going around and around they checked the tapes of the conversation and could not find any evidence of what I ordered or could not prove what I ordered so they send the second technician out and the technician after talking with him stated this is not what you wanted and to call and ask for this system. I called Monitronics for the 3rd time and they send a technician out and the tech told me he could not do anything because this system is not what I wanted and it would be a waste of time. I called and complained and talked to a rep and supervisor and they wanted to check the tapes. They stated for what I wanted I would have to sign and additional 2 year contract. Every time a mistake was made they wanted me to sign an addition year or 2 or more to justify the cost. During my 3rd phone call they stated that this is a training issue and blamed it on poor customer service and training, but I had to bare the blunt of signing an additional contact because of Monitronics mistakes. To make a long story short, every time a mistake was made or a training issue raised, they made me sign an additional year contract because they had to justify giving me what I needed.The reason is and they don't tell their customer is getting a cell unit cost this and to add the interactive module which you can arm and disarm from your smart phone and the license for that would be an additional 12 dollars which would have totaled 51.00 a month. I feel instead of monitronics added years to my contract they could have not made it seem like I was at fault and made me sign a 5 year contract. They made it seem like sense they gave me the interactive for free and the cell unit which cost an additional 5 dollars a month which Monitronics agreed to take care of and stating that they are losing money and they have to justify what they were giving me even though it was Monitronics fault. They sent 4 technicians out and I lost at least 2 days off of my job getting this rectified.

I feel I was pressure into signing a 5 year contract because they did not want to fix the issue at hand. a word to the wise they will say what they are going to do and when the technician comes out it will be something else. they promised me a new system out of the box and when they sent a 4th technician out he told me he did not understand why they did not give me a cell unit with all the features. I did not get a new unit out of the box, because the technician told me it comes with remote controls which I did not get, and i also mention in the begining of what I had. So I did not get everything I paid for. still missing remoted for this system, which is a go control 2 GIG system go figure. Once my contract is over I will go with another company. Even when I wanted to cancel the whole thing, they told me they would charge me for the months I has signed up for which I though was unfair because of the equipment cost. They made many mistaked and did not handle my situation failry. Monitronics waa wrong but I ended up paying the price.