SUBMITTED: Tuesday, October 18, 2005
POSTED: Tuesday, October 18, 2005
I want to add that since filing this report, I once again attempted to contact Monitronics. I called the same phone number as I had the other times I had called. Instead of calling in the late afternoon/early evening, I tried calling during the day figuring I would be connected to different employees. What a surprise! The very first representative I spoke with said she saw no problem in installing new equipment at the new house, and said they would surely honor the One Free Move policy as I had requested the other times I had called. Skeptical because I was receiving a different answer, I asked to speak to her supervisor. I then spoke to Jose, who was cordial, knowlegeable, and provided me with the facts I needed to know. In the end, our request has been granted for the most part, although the new equipment to be installed at our new home does not include the upgrades such as cellular back-up, upgraded smoke detector, and window shatter detector that we have at our old home.
How unfortunate that all Monitronics representatives do not follow the same policies. One shift from the initial representative on up to two supervisors said absolutely not. The day shift, beginning with the initial representative and then a supervisor said absolutely sure! This ordeal caused a lot of extra work involving my realtor, attorney, our home buyer's realtor, and the home buyers all because my first phone calls were answered by Monitronics representatives who did not know what they were talking about, yet were arrogant, condescending, and down-right rude.
Although our problem was resolved, I would not recommend Monitronics to any of my family and friends unless I was trying to cause them pain and frustration. It is only because I was persistent and called again that I finally received what had been promised.