• Report: #369526

Complaint Review: Monitronics

  • Submitted: Wed, September 03, 2008
  • Updated: Sat, September 06, 2008

  • Reported By:Smyrna Tennessee
P.O. Box 815430 Dallas, Texas U.S.A.

Monitronics Cancelled Service - still receiving bills Dallas Texas

*UPDATE EX-employee responds: Monitronics is a poor company to work for OR do business with

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I cancelled my service in April and switched to a different provider due to the incompetency of their billing department.

I sent the required written notice with the elements they required and I sent via overnight mail, U.S. Postal Service, signature required. The package was signed for and I printed the proof from the postal service website.

I faxed a copy and called to confirm receipt. The letter was acknowledged. I kept the name, extention number and notes with dates and time regarding the call. A month later I received a bill. Once again I called. The customer service rep. once again confirmed everything and said the cancellation would take place immediately. This has been repeated for 5 months. Today I received another bill after being assured last month that the account was properly cancelled and that I would NOT be receiving any more bills.

My next call will be to the attorney general of the state of Tennessee and of Texas. My time is worth more than this...I keep having to fight them over a $21 bill that they couldn't seem to get right when I was a customer, much less when I am no longer a customer.

With my piles of proof, surely Monitronics will have to pay for this harrassment of me and other customers like me. From what I see here, this is their M.O.

I'm not going to take it any more!

Smyrna, Tennessee

This report was posted on Ripoff Report on 09/03/2008 07:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Monitronics/Dallas-Texas-75381/Monitronics-Cancelled-Service-still-receiving-bills-Dallas-Texas-369526. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Monitronics is a poor company to work for OR do business with

AUTHOR: Mi Escapee - (U.S.A.)

I am a former tenured employee of Monitronics who managed to escape that dreadful place a while back. Being there a decade, I have no idea how the company has survived all those years. I've seen some serious disorganization and incompetence all the way up to senior management, but it has only gotten worse. I've worked directly for Directors and VPs as well as Supervisors, Managers, Trainers and agents, and I have to admit the ones working the hardest (ie: the phone agents and supervisors) are the most miserable.

There is postively no support, if you bring something to the attention of a manager or director, nothing ever gets done except for hollow promises. Good people have been fired for lame reasons. When I say lame, I mean REALLY lame. For example, a manager (one of the few left at that time that actually new what real leadership is all about) uncovered a tremendous amount of bad debt that wasn't being reported. He found this as a result of the persistence of an outside company we paid nearly a million dollars to come in and try to straighten out our inadequacies. He HAD to get the reporting straightened out for them, so in the process he came across this "surprise". He takes it to his senior management with a sincere passion to reveal something that could really bring the company down if our investors knew about this. What happened? He was terminated within days, being told that they didn't have a reason for letting him go, he is just being "laid off". He was given a fat severence to hopefully keep his mouth shut and they even offered to help him find another job. Within weeks, they even dissolved the department which was the source of the reporting and are now using the fake reports that he originally had to fix. Another employee had a similar experience - she was a manager and found out the company was reporting false numbers pertaining to the number of dealers we have.

The more there are, the better our bottom line appears. She kept bringing it to the attention of her superiors and wouldn't let up until it was fixed. Guess what, within days she too was fired...being told that they "didn't like where her managerial inquiries were headed". Another employee in workforce management was FORCED to change numbers on a report that goes directly to the CEO. She couldn't sleep for weeks and is looking for a new job before it comes back to haunt her.
Moral on the call center floors are at a all time low, but you can't tell that to the manager, director or vp - they think everything is fine and that the employees are the ones who are just whining. I guess that is why we have lost supervisors and trainers left and right because they had to get out of that toxic company.
It is so sad, the company could have been great, but they bring in people who compromise integrity and ethics at a drop of a hat and treat their employees like crap. They put no pride in the 24 hour call center floor. The facility these phone reps work in is so fithly - everywhere you look there is stained and worn out carpet, stained cubicles, chairs that are dirty and mis matched with fabric peeling back. While the executive floor is pristine, clean and kept up.
Not too long ago, the company split into two enitities...Monitronics International INC, and Monitronics International LP. It just so happens that the upper senior officers (CEO, CFO, CIO, etc) are all under the Inc umbrella, while the rest of the employees are under LP. So if and when the company folds, who do think will be protected? Hmmm....
The deal with the fudging of numbers and firing left and right is becoming more widely known in that place. They are getting careless. But, management is beligerant, they live in their happy world of denial or just flat out lack of concern and draw a pay check while our customers continue to recieve lousy service and can't get timely assistance or consistent answers due to lack of proper training and follow through.
Even though I have been with the company for so long, I cannot believe how poor that place is..not only are the employees miserable, but the MASSIVE amounts of complaints you can easily find anywhere on the net is proof of just how badly run that place is.
To top is off, there is now a website created for past and current employees that is not affiliated with Monitronics, but is a support site for Monitronics employees helping them identify the symptoms of anxiety, stress and depression.
I came across it ( http://monitronics.freerelaxation.org ) and couldn't believe what I was seeing. As one employee mentioned on that site, it is just a matter of time before we see Monitronics on the news.
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