• Report: #1074139

Complaint Review: Monotronics Alarm System

Thank You

Read how Ripoff Report saves consumers millions.

  • Submitted: Thu, August 08, 2013
  • Updated: Thu, August 08, 2013

  • Reported By: Misty — Hicksville Ohio
Monotronics Alarm System
Dallas, Texas USA

Monotronics Alarm System elderly lady being taken advantage of! Hicksville Ohio

*UPDATE Employee: Monitronics Cares

*Author of original report: Missing the point!

*General Comment: how??

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

My name is Misty. I am the granddaughter of a Lois Congleton. She has been a customer since 2010. She was formally with a local company through our hospital.  A door to door salesman had sold her this alarm system, as well as an alert system. (She has never used her alarm system EVER. She has no idea on how to use it) On June 12th she took a bad fall in her home. She used her alert system, however it didn’t alarm. She then crawled to the phone to call for help. Luckily she didn’t injure herself while crawling to her phone.  After she was admitted to the hospital, I went to her house to validate if the system was functioning properly or now. When I hit the button, there was a red light in the top right corner of her pendant that started flashing. To me that indicated something was going on. I waited for some sort of call, or an alarm. Nothing… I then contacted your customer service they did some testing with me to verify that the system was working properly. She advised to me that she’s not getting a signal, and asked if my grandma had performed a test lately? She then advised me that she needed to do that on a monthly basis. I said did anyone bother to call my grandma and discuss this with her? She said she should know this. I said I am NOT happy with this service for her at all. This was the one thing I felt comfortable with having my grandma home alone. If anything were to happen she could push her button and it she would have the help she needs. The customer service rep advised that she was in a contract for nine more months. I then found out that my grandmother was paying over $40. A month for this service and in April had called them and talked to them about a lower price. They did lower it to $28-something, as well as lock her in a contract for another year. I’m not sure that she understood that.  I have since called several time, and wanted to cancel the reps that I spoke to said they need to verify that the system is working properly and they needed to send a tech out. Long story short, the tech came out said the system worked, he then showed me how she had to continually push on the button to alert they system. My grandma is 80+ years old; a pendent that she has to continually push the button doesn’t work for her. I then contacted the customer service rep, spoke to SEVERAL… I expressed my concern to them about her not being aware of how the alert system worked.. the rep advised to me that they have 900,000 customers, and they do not have the time to call each and every one of them to see if the system they have works for them. I advised that they don’t have a problem in taking her money on a monthly basis, and that doing some customer service follow up calling was something they should strongly look into doing. In the meanwhile, my grandma had to go live in an assisted living home for about twenty days. I had to make accommodations for her while being there. The assisted living was in another town.  I had to make the decision to get her a phone system that would work for now, and when she got out of the assisted living. We went with a cell home phone through AT&T. She is on a fixed income; she cannot afford a lot of monthly bills. I spoke to yet another customer service rep who advised me that there are much more current pendants out that, at my last resort I said ok, I need someone to come out there and help her to understand the system, and a new pendant. They got a tech out there and much to our surprise…  the system will not work now beings she has a cell phone as a home phone.  The tech told me to call Monitronics and let them know my situation, and that they should let her out of her contract. I then called Monitronics, who advised me that she could purchase something extra to work with her new phone that was $300+, or she can pay the $300+ to get out of her contract. I advised them that I am in customer service, and I know there are loop holes. I know you can allow her to be free from all of this. I said I am begging you please let her out of her contract. His reply, I’m sorry there is nothing I can do.I am very disappointed of all the customer service representative I spoke to not one person could or would step up and offer some sort of assistance to assist in grandma. I do feel that the elderly are taken advantage of by using their safety as a tool to persuade them to do something. This system was way too advanced for her. I hope you can understand my frustration, and pain. All I am asking is that you allow her to get out of her contract, and have someone take the system out of her house. I am sure the alarm system is a great system for someone who has the knowledge to understand it. My 80+ year old grandma does not. Now since I have emailed what I thought was the president, to share my frustration. I have since received a phone call from Robin advising that they received my letter, and they would be willing to give my grandma the adaptor to make her alarm system work with a cell line for a reasonable $150. And my reply was NO!! I said I work for a manufacturing company and I’ve worked in our customer service department. We have given away thousands of dollars to consumers who I know we were not a fault but, it was the right thing to do. And in my opinion letting my grandma out of her contract was the right thing to do. After I filed a complaint with the Better Business Bureau, the same gal who I had been talking to contacted me and advised me that they are not willing to allow her to be taken out of her contract. She said our offer still stands. I feel like my grandma was taken advantage of due to the fact that she is an elderly lady. They never called her to see how the system is, or was. Their lack of customer service skills is unbelievable.  This fight to get my grandmother out of her contract is exhausting, but it’s a battle I’m willing to fight.


This report was posted on Ripoff Report on 08/08/2013 09:52 AM and is a permanent record located here: http://www.ripoffreport.com/r/Monotronics-Alarm-System/Dallas-Texas-75381/Monotronics-Alarm-System-elderly-lady-being-taken-advantage-of-Hicksville-Ohio-1074139. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Monotronics Alarm System

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Monitronics Cares

AUTHOR: Monitronics Cares - ()

Thank you for providing Monitronics with your feedback.  We are concerned to learn of your recent customer service experience as it is not indicative of the standards we try to achieve. Upon review of the situation we've attempted to resolve the issue and have been unsuccessful. Please contact me at 1-888-758-5900 ext 3042 for any additional questions.

Respond to this report!
What's this?

#2 Author of original report

Missing the point!

AUTHOR: Misty - ()

The rudeness in your post is uncalled for since you did not experience the event. If there would have been a reason for me to question the likely hood of this device working properly when needed; I would have taken further action prior to the accident to better train her of the use of the device. However; since there was an understanding of how the device was to work and the actions that were needed to make it work; I did not feel the need to question a device of this sophistication. When the device was needed, for assistance and my loved one was injured and did not have a second resort because the understanding was ‘there would be help with the push of the button’ is when I tested the unit myself and received NO response as well. If she was refusing to learn or use the device; she would not of had the device in reach and the attempt to use it would not have been present as she laid on the floor unable to get the help she needed at the time. She was injured and was hospitalized and sent to a rehab center from this incident; therefore I have the right to be concerned if this is the best tool for her. It did not work for her when needed!!!!! The need was medical attention NOT her ass wiped!!!!! This is not a SOB story as you call it; but a real situation that could have been different in many aspects; good and bad! Let’s be honest here, the world is not black and white!!! There is a lot of gray out there!

Thank you for your opinion of my situation!

Respond to this report!
What's this?

#3 General Comment

how??

AUTHOR: Tyg - ()

 I understand how frustrating this can be but how can you expect them to let her out of her contract?? She did sign one or they wouldnt have put in the system. I find it incredibly insulting that YOU feel your grandmother isnt a human being. She may be 80+ years old, but she isnt dead. She has intellegence and you are purposfully discounting her. Yes it is something new and the elderly sometimes refuse to learn something new. But you have a responsability to her as well. Im sure she kept all the material they gave her. Why didnt YOU teach her how to use it. You seem to hold your grandmother up as a excuse demanding satisfaction, all the while completly dismissing all YOU could have done in the situation. Now I know accepting responsability for our own actions can be difficult, but you cant hold someone else responsable without sharing in the blame as well.

Im sorry you are having a issue, but YOUR CS job is not THIER CS job. Just because your job allows CS issues to be handled as they do, doesnt mean everyone else does it the same way. If they gave in to every SOB story out there they wouldnt be in business. As for them making follow up calls, really?? Do you expect them to wipe her ass as well?? You demand too much. They are right they can only do so much.

If they allow your grandmother to escape her contract then they have to let everyone out to be fair. In order to be fair they let no one out of thier contracts without just cause. Yes she got a cellphone, but that was a descion YOU made. You need to fix that problem yourself. Take the adapter deal at $150, this way she will have 2 ways to get help if anything happends.

 

Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?

Advertisers above have met our
strict standards for business conduct.

Wal-Mart.com USA, LLC


Ripoff Report Legal Directory