I own a small business and when we opened had a Monitronics system installed. The day before yesterday my business was broken into and the system's motion detectors failed to activate the alarm. There is no way that the alarm shouldn't have gone off as the point of entry was via smashing through my front door and the motion detector is mounted at the front door. I did not enter my business until the police arrived so as not to affect the crime scene. When I entered through the front door, the warning delay sounded, confirming the alarm was set when I left the night before. So I called Monitronics and after trying to find someone in their customer support department (there is no extension), I acted as if I was trying to pay my bill before I actually was able to speak with someone in customer support. I was transferred to 5 different people in the course of my call that took over an hour. [continued below]....
..... They wanted to charge me $150.00 to have a field tech come out to inspect my system and see why their system failed. When the field tech came out the following day (that was free - they didn't budge on sending someone out the same day), he had to move the motion sensor as it was inadequate for the location where it was installed, and he installed another one that he felt should have been there to begin with.
I am completely dissatisfied with Monitronics at this point and would never recommend them to anyone. Trisha from the Executive Response Team said that they are "reviewing" my case for reimbursement for the loss of the days business and the damages that were caused. As of yet, I have not heard from anyone at Monitronics.
While on the phone, they were rude, placating, and without compassion. If you want to call and ask me personally at any time regarding the matter you can call me at Columbia Water Gardens in California.