Reviews
This profile includes reviews for The Monitoring Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 7 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromDeepa T
Date: 25/08/2025
1 starI have an account with The Monitoring Centre (TMC) . On 20 AUG 2025, I was surprised to note a letter from ***** Security that my existing account has been transferred to ***** SmarHome Security. I object to this due to following reasons:
1) TMC has taken an advance payment for 3 years for monitoring my premises. I have a credit with them which is not showing on ***** account now. TMC should have asked my permission before providing my information to ***** - This is a violation of my privacy.
2) I never got a final account closure statement from TMC for the credit which I am entitled to.
3) ***** Security then conveniently PRE - AUTHORIZED my credit card to bill for their services without asking my consent. I logged in ***** account and deleted this authorization.
***** had my account details from previous ***** mobility subscription and linked it and used it to preauthorize it for billing.
I NEVER AUTHORIZED ***** TO DO THIS NOR I AUTHORIZED TMC TO DO THIS.
3) ***** did not even mention their monthly charge in their letter.
***** *** ********* ***** ********* *** *** ********** *********** *** ***** ****** **** ******** ** ******* ********** It is not only TMC alone that is doing this, it is all small security companies doing it.
I need answers to what my credit is with TMC as of today !
I am on hold with TMC for last 50 minutes trying to get hold of billing. ** ** ** *** **** ** *** ****** **** ******** ** ********* ** * ** ****** ********** ******** * ** **** ***** *** ****** ***** ** **********The Monitoring Center
Date: 18/09/2025
Thank you for taking the time to share your
concerns, *****. We sincerely regret the frustration and inconvenience you’ve
experienced. Your feedback and understanding of this process is important to
us, as we’d like to clarify a few key points regarding the transition and
address your concerns directly.Firstly, we understand your concerns
regarding privacy as part of the migration of services. The transfer of
services from The Monitoring Centre (TMC) to ***** SmartHome Security was
completed in full compliance with applicable privacy laws and industry
standards. This included the transfer of customer information necessary to
continue delivering uninterrupted monitoring services. Through this process,
from the initial partnership between TMC and ***** in 2024, we have ensured
notice of these changes have been sent to the end-users along the way - just as
your final notice refers to. These notices included the initial partnership
announcement, and migration of central station operations, followed by account
management, service, and billing entirely in which further details are also
available through the link included with these notices at *****.com/TMC.Regarding your prepaid service with TMC, along
with pre-authorized payment information; records show TMC has only recently
billed for the standard annual (1 year) renewal in May of 2025 up to the end of
May 2026 and did so along with an update of the pre-authorized payment
information provided by the account contract signee. This same information was
transferred to your ***** account in compliance with your agreed upon service
and preferred method of payment with TMC. ***** has not made any changes to
billing information for these services in line with any other services you may
have existing with *****.It is always our intention to communicate
transparently in order to uphold our standard of excellent service. A manager
from TMC has recently left their information for you to contact directly should
you require further detail or review of this case, as TMC can reference your
billing history up to your migration to *****.Our teams at both TMC and ***** are working
diligently to ensure all customer concerns are addressed with care and urgency.
If you’d prefer to speak directly with a ***** SmartHome representative
regarding your account or to escalate further, please contact us at ###-###-####-****Thank you again for your feedback
Review fromShelly R
Date: 20/06/2025
1 star** * ***** ***** * ***** * ****** The monitoring centre allowed me to cancel my contract prior to expiry. They did not say service would stop although paid up to oct 4 /25. The reason to cancel was ****** equipment that kept alarms going off and not functioning properly. Customer service is a nightmare. Wait times ? They leave you hanging to only get through to wrong departments. Its been a disaster and would not recommend this company to a soul. Still waiting for service or a refund.The Monitoring Center
Date: 04/07/2025
Hi ******:
We do apologize for any inconvenience and thank you for your many years of patronage. We originally took over an old hardwired alarm system 11 years ago and unfortunately older devices can fail. Our service team did offer a free service call and quoted you on upgrading the system along with 2 month free credit which were all declined. Our accounting team processed your cancellation upon receipt and according to our contract the remaining balance is not refundable. Please do email our cancellation team if you would like to resume monitoring and ensure you advise them you would like to cancel upon renewal, or you can gift the balance remaining in your account to another TMC customer (it is held in your account for 3 months). We hope to be welcoming you back on board ******.
Review fromdeanna s
Date: 19/02/2025
1 starWe've had the TMC system for a few years, hoping both the product and service would improve—unfortunately, no luck. False alarms went off day and night, despite us investing a significant amount in all the recommended equipment. Still, the issues persisted.
When we tried to cancel, we were told there would be no refunds. We also requested not to renew at the time of cancellation, yet the service was automatically renewed without our consent.
I wish I had at least one positive thing to say, but I don’t. Poor product, poor service.The Monitoring Center
Date: 04/07/2025
Hi ******:
We do apologize for any inconvenience. The parts installed were Honeywell brand in 2022 and we received tamper trouble in 2025 which may be based on battery or tamper tab. Our service team offered to send a technician at no charge to assess the situation which was declined. Our accounting team updated your credit card information with you 07/05/23. Unfortunately we have nothing in writing asking us not to renew your monitoring. We did receive your cancellation request as required in writing 02/19/25 and proceeded to follow your written instructions. Your contract with TMC states your monitoring will automatically renew once per year unless we receive your cancellation in writing 30 days prior to renewal and explains the monitoring is non refundable. It is important to note that your monitoring balance will remain in your account for one full year should you decide to use your credit or it can be transferred to another TMC customer. I hope this helps ******. Thank you for your understanding and for your patience.
Review fromDanko V.
Date: 31/07/2023
1 starDO NOT START YOUR SERVICE WITH THIS COMPANY!
Was a customer for over 10 years, now I can find a better deal; following are the reasons to leave TMC:
1. No monthly payments; you must pay for the full year
2. No refund policy
3. Respond time is over 8 minutes when the alarm is activated
4. They can only tell you which zone shows a motion detection and you need to figure it out is it false or real alarm.
5. They would increase the prize as soon as the first year is over ($9.99 is a marketing trick).The Monitoring Center
Date: 04/07/2025
Hi *****:
First, we apologize for the late reply but this was just brought to our attention. We are sorry to see you go elsewhere ... allow me to address your points. 1. We collect our monitoring annually instead of monthly to save administration costs and keep our monitoring rates low and we also awarded you 6 months FREE upon sign up. 2. Our contracts are one year and are automatically renewable and there is no refund correct, however the balance remains in your account for up to one year to apply to another property or to transfer to another TMC customer. 3. We will contact you upon an alarm within 3 minutes. 4. The zone descriptions depend on the current alarm system we took over, some older systems have limitations. This is determined by the make/model of alarm system you currently have. We do have upgrade options available for you that will have the functionality you are looking for *****. 5. If there is a price increase at any point, our contract states we must advise our customers in writing 30 days prior to their renewal. I hope this helps and we hope to welcome you back on board!Review fromAmin D
Date: 15/05/2023
1 starthis company autocharged me april 4th 2023 for $270.93. this was for services to be delivered beginning on may 1, 2023. i contacted them to cancel and they asked me to reply to some questions by email and told me on april 14, 2023 that my cancellation was acknowledged and that a refund request was submitted. it is now over one month and they have not issued any refund. if you try to call them they do not reply and you get a musical wait which is indefinite. i have sent many emails and phone messages but they do not reply. ** ** ****** **** **** *** ******** ********** *** *** ****** ********** ******** ***** **** *** ** ******** ** *** ********* ** **** ***** ********** ******** **** is not helping me get the money back because of the contract i signed many many years ago.The Monitoring Center
Date: 04/07/2025
Hi **** ... we apologize for the late reply to your review. Unfortunately it does take 30 to 60 business days to process any refund because our accounting is fully automated. You were refunded May 15th, 2023. We hope this helps and Thank you for your patience.Review fromJackie F
Date: 19/03/2023
1 starI have been trying to cancel my service for an entire week via multiple avenues and have yet to be contacted back. This is unbelievable and very poor business practice.The Monitoring Center
Date: 04/07/2025
Hi ****** ... first allow us to apologize for the late response to your review as we have not been prompted to respond. We do apologize for the delay in response to your cancellation request which was processed on March 21st, 2023 to reflect your requested cancellation date of March 15th, 2023 as requested. There was an employee turnover in this department during this time. We sincerely apologize for the delay you experienced and Thank you for your patience.Review fromSudershan singh baba
Date: 24/01/2023
3 starsI never get certificate ftom this company. I call few time request by calling get certificate of Montering proof to show my insurance. I never revd yetThe Monitoring Center
Date: 16/05/2023
Hi *********:
We do apologize for any inconvenience. Our Service Manager, Kyle did speak to you today and it appears all is well. He has also left you with his personal contact information and has advised that you can contact him or our service team when our service tech is on site to ensure you are happy with results.
If I can be of any further assistance ********* ... please feel free to contact me directly at any time. Mirella, Sales Manager, ###-###-#### Ext **** or you can email me at *******@*******************.com and I am happy to assist you.
Thank you ********* ... we look forward to servicing your security needs and thank you for allowing us to remedy this situation.Sudershan singh baba
Date: 16/05/2023
Montering centre itself is good & fast
The Monitoring Center is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.