When I signed on with Monitronics, it was supposed to be for a two-year contract. When I read what I signed (my fault) it was for 3 years instead.
I was promised a second keypad, but the installer refused to install it. I called Monitronics to report it, and they refused to send someone back out without charging me $200. Instead, they sold me a $20 remote. I was unhappy with this, but bore with it.
I changed my phone number and called to report it. I found out they weren't monitoring me at all and hadn't been for 18 months! I called and they said they weren't monitoring me because they didn't have my current phone number. GET THIS - they were CALLING me daily using the phone number they claimed they didn't have!
They refused to compensate me in any way. I asked to cancel and they gave me the same song and dance about asking to cancel in writing, which I did, return receipt requested. They said they didn't get it. I told them about the return receipt. They then admitted they got it, but claimed it didn't arrive in time.
I wrote again, certified mail, insisting that they communicate with me only by mail. They continued to call me every single day for months. I kept telling them that they were breaking the law by calling me (again on the phone number they claimed not to have), and they said they were still allowed to call me once a day! I reported them to the attorney general and the BBB. Soon, the calls stopped.
Each representative I talked to had no idea what other representives had told me, and refused to honor what I was promised previously. I insisted that a record be made each time I called, but apparently they didn't, or employees are instructed to say they don't have a record. I don't know.
Since I wasn't monitored for 18 months, I offered to let it go if they would either extend my contract by that length of time, or just let me out of the contract. They refused, even though I had made the request in writing more than once.
Finally, I thought the issue was settled. I stopped paying, they stopped calling.
BUT, I just got a notice that my account was turned over to a collection agency and that I "owe" them several hundred dollars. This could ruin my good credit. I have no intention of paying this bill.
This is the worst experience I have EVER had with any company. I am a reasonable person.
PLEASE don't rebutt and tell me how much Monitronics is willing to help me. I don't buy it after talking to nearly everyone there, sending numerous letters, and practically begging just to be listened to. It was incredibly frustrating that no employee seems to have a clue that I talked to anyone else or what was discussed.
I mention to Monitronics the number of complaints I found on them online. They said that they were aware of the complaints, but that compared to the number of happy customers, the number of unsatified customers is small. I hate to think how many complaints would be lodged if everyone with a problem reported it.
Liberty Hill, Texas