ComplaintsforMonitech, LLC

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This interlock is terrible. I have had to replace my car battery 2x in less than 6 months as it drains the battery completely. This is not a small draw. I cannot even turn on a dome light. The tech said the wiring is good. But this thing is supposed to go to sleep. It ***** the charge out of the battery like nothing I have ever seen. Battery is completely dead in 4 days.

  Business response

  01/03/2024

  Vehicle battery problems are not usually related to the interlock device, although the timing of a battery problem can make it seem that way. All vehicles use some amount of battery when the car is shut off. For example, an onboard clock always shows the correct time because it is drawing battery current even when the vehicle is not in use. Aftermarket accessories add to the total battery load of the vehicle. An interlock is an aftermarket accessory and draws less than 5 milliamps of battery per hour. A battery more than 4 years old, a battery not used recently and/or used infrequently, in colder temperatures, or in situations when the vehicle's basic amp load is high may drain more quickly. If the alternator is not fully charging the battery when the vehicle is in use, battery problems can result.

  Someone from the Monitech leadership team will be reaching out to to see how we can best assist with this going forward. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is directly involved in my ability to use my own vehicle. This company is required to report my activity to the ***** or NCDOT. I was required to have a unit installed in my vehicle as per court order. However my DuI was in 2015 and I havent drank any alcohol since April of that year 2015. This this is strictly a ****** for me rather than a necessity. This unit frequently registers as failed test(meaning is supposedly detects alcohol) but thats not the real problem. My complaint is that they do not answer their phones. This is absolutely crucial. Last night after my churches Christmas play I went to sonic to get a burger on the way home. During this time the unit prompted a test so I took the test. It registered incorrectly a failed test. I tried to call last night and it went directly to a voicemail box. Thankfully I was of today Monday December 18 so Ive been trying to call them but it says there is a more than usual call volume(which it always says). Ive currently been on hold for 30 minutes without speaking to anyone. The problem is this..,I need my vehicle in order to keep my job. I drive 45 minutes to work. I have to be at work at 5:30am. If they fail to answer the phone so that I can continue to use my vehicle I WILL LOSE MY JOB. The government created these laws to regulate drivers but who is regulating this company thats regulating me. My Job security is completely dependent on this company and no one cares if they are diligent on their end. This is extremely important.

  Business response

  01/03/2024

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our ************************ As we are currently experiencing higher call volumes, your patience is appreciated. Unfortunately, this is a problem we've been trying to resolve for awhile now. While most all call centers are struggling, interlock call centers are struggling even more to our complex subject matter and variation between jurisdictions. Every aspect of interlock programs vary from one jurisdiction to the next, definitely from state to state, but all he way down to a city level in some areas We show that you were able to speak with us the morning after this complaint was filed and your reason for calling was addressed. 

  Please know that all interlock companies are strictly regulated by the state entities who require the interlocks.

  We appreciate your feedback and understand your concerns. All Ignition Interlock Device (***) settings are dictated by state regulations. Please note that the *** will register any trace of alcohol from any source containing it - this is how the device effectively ensures an impaired individual cannot start a vehicle, and how we can confidently state the Monitech ignition interlock is fulfilling its purpose. Monitech tries to make it very clear that foods, drinks, and everyday can trigger a fail reading on the device can pick up and gives examples of these things in multiple places on our website and in the device manual

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to have a device put in my vehicle again back in April. My vehicle had no problems at all and was working fantastically. I started complaining immediately something was not right because I was constantly getting invalid samples failing me for everything either because it invalid sampled me or would give a false positives or would just come unplugged. The original technician who installed my harness and device was fired shortly after it was installed. Well trying to get through to customer service after 5 on a working day, a weekend or a holiday is impossible. So many times ended up locked out until a working day and then could get through instantly. Otherwise no return calls or never getting through at all. Would go to the shop and complain about my device not working properly and it coming unplugged and the sudden issues my vehicle started having and was blown off by the district manager as if it was my fault. Now in my area, my shop is only open wednesday and thirsdays appointment only and the next closest is monday and tuesday appointment only. So if no appointments available then I was screwed. If i missed my appointment because of being sick or my vehicle in the shop again I was screwed and had to pay the $45 over ride code few. Finally the new technician listened. Ended up replacing the cord and ended up replacing my device completely. I still told him and customer service something wasnt right. Now 4 certified car technicians have confirmed my vehicle was damaged by the original technician who put my harness in. The new engine estimate is $4300 because a s**** from the harness has punctured a hole in my engine and I have pictures AND a wire in my electrical was sliced into. I havent even gotten the estimate for that. When they gave the code to the mechanic the vehicle wouldnt even start and then did an automatic fail. I am now without a vehicle and am stranded due to nobody wanting to take me serious except for the new tech and yet i have to pay them.

  Business response

  11/15/2023

  We're sorry to hear your experience hasn't been more positive. We have escalated your concerns to our Field Manager and we will be in contact soon. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my Monitech device removed from my vehicle on 09/27/2023. At that time I was,due a refund of approximately $45.00 due to an overpayment made. I was,advised I'd have my refund within 4-6 weeks,of this date. It is now November 13, 2023 and I am still awaiting my refund! I contacted Monitech on multiple occasions to inquire on my refund, last call was around 11/09/2023, and was told a communication was being sent to corporate office/ management and they would request someone email me once my check has been sent. I have not heard from anyone and it is now week 8! I'd like my money refunded immediately.

  Business response

  11/14/2023

  ********************** removal was completed on 10/2/23, not 9/27/23. We are issuing a refund of $48.58 to her. Our accounting department sends refund checks once per month. Since this refund was submitted in October, it will go out with all October checks between November *****.

  We apologize that ****************** is dissatisfied with the process or wasn't advised the appropriate timing, but we will be sending that check within the next week.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Permanent lockout is showing on my interlock. I have called over a dozen and I keep getting a voicemail. The website says Monitech is open 24/7. I took upon myself to leave a voicemail and no one has returned my call. I need my car for work.

  Business response

  10/11/2023

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our ************************ As we are currently experiencing higher call volumes, your patience is appreciated. We show you were able to speak to a Monitech Customer Support Expert the day after submitting this complaint. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has horrible unacceptable customer service! Cant get a hold of anyone! Hold times are over an hour or more and they wont return peoples multiple voicemails! Youd think they would after all the fees that they charge!!! You cant and shouldnt be running a business like this if you dont provide 24/7 services like they claim too!

  Business response

  08/21/2023

  We are unable to locate and account that matches the information provided. We don't believe we've had an interaction with the person who submitted this complaint. Please note that due to the nature of our business involving legal matters, we are unable to discuss any account information with anyone that is not the Monitech client who is ordered to have the interlock device. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Monitech on May 4th due to my interlock device showing a "Invalid Sample" result. I was not able to each customer service until Friday May 5th around 8 PM. The *** suggested that she reach out to a technician. She said that ***** told her to tell me to "reset the device" by unscrewing the negative charge on my car battery. As it is stated in the Monitech User manual, customers are NOT to TAMPER with the interworkings of the device as i could face criminal violation. So of course i denied this request. From there, the *** said she could make a service call for a technician to come to my home and assess the device. I did not reveice a call back for the service call until May 10. Mind you, my care had been inoperable since the previous wednesday (May 3rd). Once the technician finally made it to my residence (May 10th around 12) he had to wait a few minutes as i work from home and was on a call. Once i came outside the tech was in his car with a grim face. He said now whats wrong? As if I hadn't been waiting 5 days and made several call which meant all of the issues i was having was notated on my account. He never touched my car or the device. Instead he handed me a new "Sample head" and said this should work and got in his car and left. He did not make any attempt to ensure the device was working properly or send me any follow up notes. Once I clocked out of work I went to my car to get it started so i could run after 5pm errands. Unfortunately the device gave me an error that said implied the device had not been registered to my car's monitech plug in. So, I called the customer service line back and they said that ***** (the technician) said that my car battery was the issue and i needed to be charged $104 for **** comming out. That was not the truth, obviously if my car had not been moved since May 3rd, it would be dead. I have a Halo which i use from time to time due to the monitech device draining anyones car battery in the cold.

  Business response

  05/11/2023

  I'm very sorry to hear of your experiences with our Service Team as well as hardships with your interlock device. Someone from the Monitech management team is looking into this and will be in contact with you to see how we can help you through this difficult time. 

  Customer response

  05/11/2023

   
  Complaint: 20046504
  
  I am rejecting this response because:
  THere is not resolution stated in the response
  Sincerely,
  
  ***************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They NEVER answers their phon. It rings for 5 mins before the typical "we are receiving higher than higher than normal call volume your expected wait time is more than 10 mins" then it does later offer to call you back but they NEVER call you back. Just recently its going to a VM where it asks for my information and then when hangs up on me. Nothing is every done. How in the world is this conducive to getting results?! Tts seems like they just dont care because they are guaranteed customers regardless. This is UNFAIR business practice. They might as well have a rotary phone working on a speed up *************** powered by a hamster running on a wheel.

  Business response

  04/24/2023

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our ************************ As we are currently experiencing higher call volumes, your patience is appreciated. We sincerely care about our clients' time and we are implementing new processes in attempt to resolve the long wait time issues resulting from staffing issues.

  I do show we spoke to you on 4/17 to give you an override code for a violation. Then we tried to reach you several times on 4/22, but were only able to leave voicemails. I show we were able to reach you again yesterday and provided you another override code. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are not answering or calling me back.

  Business response

  04/19/2023

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our ************************ As we are currently experiencing higher call volumes, your patience is appreciated.I do show that you were able to speak with a Monitech Customer Support Expert yesterday. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Monitech Ignition Interlock Systems has been one of the worst businesses I have ever had to work with, and I am only using them due to the very few alternatives. I am coming to the BBB page to inform others, the Better Business Bureau, and hopefully get Monitech to investigate the functionality of their operations and make the needed improvements. Previously, I have had issues with the actual device malfunctioning and the customer service provided in these situations. That complaint was at the actual individual location in ********** (**) but eventually the manager was able to resolve my concerns. The most recent and consistent issue has been with the customer service support line or, the lack there of considering no one ever answers. To start, the website states one of the reasons they're the "best" in business is due to the "Dedicated, localized customer support 24/7." This is now the second time I have contacted them each day of the week with no responses and a recent change is now after 6/7PM it goes straight to VM and/or they disable the "select 8 for a call back." I have been locked out of my car since Monday (5 days) due to a ****- which is an equipment code and not a violation of the consumer. This is completely unacceptable and shows that even though they have "30 years of interlock expertise," I am unsure of where the expertise shows within the operation of the business considering step one of customer service requires you to speak with the customer- and 5 days later I am still waiting. I hope this is helpful to others who are deciding what company they should do with; in addition to, holding Monitech accountable for the services they claim to provide. Thank you.

  Business response

  04/14/2023

  We appreciate the feedback and apologize for your experience with lengthy hold times when reaching out to our ************************ We recognize this issue, as we've been struggling with staffing. In addition to ramping up our hiring efforts, we've also recently implemented some new tactics to try to help with the wait times. We will have an experienced Monitech Representative contact you to see how we can best assist you during this time. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩