Home Security Company Overview: Monitronics

Monitronics is a relatively new player in the Home Security field, having been in business only since 1994. Based in Dallas, Texas, Monitronics now provides security alarm services to 700,000 customers nationwide.  According to the company’s website, Monitronics service and home security systems “…have consistently met or exceeded all UL, National Fire Protection Association, Central Station Alarm Association standards…[providing] reliable, uninterrupted security monitoring service.” Inc. 500 recognized Monitronics as one of “America’s Fastest Growing Companies” between 1997 and 2004, and the company’s home security monitoring stations are certified by the Central Station Alarm Association.

Monitronics’ most serious weakness is one that is shared by most large corporations today, which is a failure to take direct responsibility for delivery of services. Installation, maintenance and billing is outsourced to a network of “Authorized Dealers” – too many of whom have been the target of serious complaints. According to an Philadelphia investigator who identifies himself as “Lauver,” subcontractors in 22 states consistently failed to adhere to contracting laws, nor were the installations properly investigated. On the consumer website RipoffReport.com, there are currently no fewer than 74 reports, many of which complain about the company’s billing practices.  One Texas client filed a report on ComplaintsBoard.com stating that the company refused to honor his request that his service be discontinued and kept billing him for their service for several months.

Customers are not the only ones who report problems with Monitronics.  According to one of the company’s Authorized Dealers, the corporation failed to keep its promises, provided no technical support and uses an obsolete technology that is incompatible with current digital phones. In addition, if an Authorized Dealer is a day late with payment of a monitoring fee, Monitronics contacts the customer directly and attempts to undersell its own contractors.

Conclusion: if consumer reports are any indication, Monitronics should not be your first choice for asecurity company.

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