We signed up for security service from Monitronics three years ago. We stopped using the system a few months later as our police and fire department advised they would not respond to any home alarms. We continued paying as we knew we were under contract.
In November my husband called Monitronics to find out when we could cancel our service. He talked to Natasha Calvin and she advised that we just had to send notice in writing to the Dallas address. No mention was made of any penalty fees or contract end dates. My husband specifically asked if that meant we could cancel now and he was told again to send a letter in writing.
On November 26th we received a new contract from Natasha at a lower rate. We were advised that we had 30 days to respond or our contract would renew at the old rate. On November 29th, I sent our written notice to cancel the service.
On December 27th, I was contacted by Benson from Monitronics. He had received my letter and gave me a hard sales pitch to keep the service. When I insisted on cancelling, he then told me we couldn't cancel until May.
My husband called back and talked to D. Roycroft who said they had never received our letter and that our contract renewed for another three years. My husband pointed out that we were just called by someone that said they had received our letter. Mr. Roycroft said that was probably another department and we would have to work that out. My husband told him that as a company they needed to work out their own internal issues. He further asked that all future correspondence be in writing and that he note our account never to call us again.
On December 29th, we were contacted again at 8:50pm and it woke up our kids. We repeated the entire story and the caller apologized and said he would note the account again not to call.
On December 30th, we were contacted yet again. I asked to speak to a supervisor and I was forwarded to Isaac. He told me that Monitronics procedure is that whenever any customer calls, they will tell them they can cancel by sending in a written letter regardless of when the contract is actually up.
The example he gave was that if a customer was only in their contract one month and called to cancel, their CSR's would tell the customer all they had to do was send in written notice. No mention would be made of penalties or contract dates. I told him that was misleading as it implied that the service could be cancelled. He repled that has been their procedure for years.
I then asked why he called at all when my husband requested no phone calls. He gave me a smart answer that he didn't call, I was transferred to him my one of his employees.
In all my experience, I have never dealt with a company with such poor customer service and lack of ownership on the part of their CSR's and supervisors. I would not recommend this security service to anyone and I'm doing everything I can to get the word out.
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