Security Systems LLC

DO NOT USE MONOTRONICS!!! WORST CUSTOMER SERVICE OUT THERE. YES EVEN WORSE THEN COMCAST CUSTOMER SERVICE!!! Here is why. Upstairs Pin pad wouldnt show icons after batery chg. So I called customer service a 2^nd time on the same day. The represenitive had me try everything we could for 45 plus minutes. After not being able to fix it over the phone she stated she would have a service agent call me tomorrow (Wednesday) to schedule an appointment. I said that’s fine and could I get a phone number of that department in case they don’t call. The rep, let me clarify, a Monotronics rep told me they use Contractors to do the service and the contractor has told Monotronics NOT to give out that phone number but they will call. I find this ridiculous! What company lets there workers, venders or contractors dictate and tell the actual company what to do. So Wednesday 7.22.15 I get a call at work from the contractor company. And that rep said the earliest we can come out is August 5^th between 11 and 2pm. I told them that, that’s not going to work as I don’t get off till 2:30 pm and my wife at 3:30 pm and the soonest I can be home is 3pm and the fact that the whole second floor of my house is not armed (no security) That rep said the contractors don’t work past 2pm which is a lie because we were told last year when we inquired about adding some window pins for extra security that the techs stop doing service calls at 2pm but for new service they will work until at least 7pm. And they came out around 5 to 6 pm when we started our service. THIS IS HORRIBLE SERVICE right here to penalize your customers if they want to add items or fix something but if you want new service they will accommodate you for sure… So then the rep said sorry we can’t help you and I will send this back to Monotronics. No lie!!! 30 min later a Monotronics Rep called me and stated what the contractor rep told me and that she was going to find me someone after 3pm and could I hold. I said I am at work and I should be working so could you call me back she said she would in about 15 min. I then reiterated that Monday thru Thursday at 3pm and after will work! The rep said she got it and that she would get back to me. Again this was Wednesday 7.22.15. And guess what never ever got a call back! NOT A SHOCKER!!! So 2 days later today Friday 7.24.15 I call Monotronics and ask for a supervisor or a manager. The agent put me on a 15 min hold of course. The lady maybe named Theresa said she was an account manager. So I told her the whole story I just wrote. I reiterated that it was ridiculous that no one does service calls from 3pm and after and that this is very important because half of my house is not secured! So she said she heard what I said and that if I could hold she will search for a contractor. After another 15 min she (The supposable Manager) tells me I was right that the first contractor that called me only worked till 2pm and no Saturdays. I was like you put me on hold to check out if I lied about what the contractor said, She said she was sorry and if I could hold a bit longer she is calling another contractor. About 20 mins later this account manager said well I found someone to come service you on August 5^th between 1 and 3pm. I was dumfounded at her answer! I asked her if she heard a word I was said to her she said yes but was wondering if I could have a neighbor or friend wait at the house while someone fixes my security system. How ridiculous is that. IT IS MY FAMILY PERSONAL HOME SECURITY! Having neighbors and friends knowing your codes and system fixes is Ludacris!!! Lastly I asked this manger to tell me the truth that if I was asking for new service would they come out at any time, but you have a cut off time for service? She would not answer and only talked over me and said she would have this escalated and that team would call me in 48 hours. Lolololol 48 hours Reading this please take away the HORRIBLE Customer service. Also take away that once they install your system you will need to take a day off plus wait a while until they can fit you in. And lastly take away that they know full well that I have NO SECURITY for my 2^nd floor of my house and that they are fine taking 48 hours to get back to you and ok with scheduling service 2 plus weeks out, that they are NOT CONCERNED WITH YOUR SECURITY. The only thing they are concerned with is that monthly payment. Again DO NOT USE MONOTRONICS!

I was a customer of Monitronics for over a year. After I changed my home phone, it required a new system to be installed. To make a very long story short, after multiple collection calls and letters along with multiple hours on hold trying to get the challenges resolved, I decided to stop doing business with Monitronics. They definitely care more about taking your money then providing good service.
My advice — stay away at all costs.
Good luck