Complaints

This profile includes complaints for Monitech, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monitech, LLC

  215 Southport Dr Ste 400 Morrisville, NC 27560-8439

• 

  Monitech, LLC

  2607 Fayetteville St # C Sanford, NC 27332

• 

  Monitech, LLC

  3600 Park 42 Dr Cincinnati, OH 45241-4039

• 

  Monitech

  4290 Glendale Milford Road Cincinnati, OH 45242

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business will not answer the phone after the Interlock device tells you to call the number. To start your vehicle is dependent on them answering and giving you a code to enter. Ive been on hold for over three hours the last two days, left two messages, and heard from no one. And their high call volume excuse is a joke, answer the phone !!!!

  Business Response

  Date: 08/02/2024

  Our phone records show that Mr. **** spoke to us on July 25, July 30, then there were no incoming calls from his number until today, upon which we called him back. We apologize for our long wait times, but we don't show that **************** calls were ignored and were responded to in ~1 hour.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9 year's ago I had a DWI and just recently have started to work towards driving again. I of course had to have Monitech meter in my car (even though I only got 1 single 0.8 dwi.) This meter is NOT accurately programmed and has tried to lock me out of my car TWICE now, two months in a row because it tells me 2 weeks before my actual service date that it needs to be serviced and that I have 5 day's to get it done. I've had to spend HOURS on hold to reach someone because the "press 8 for a call back" feature DOES NOT WORK. After an hour of waiting it transfers me to a voicemail where it proceeds to hang up on me before I can leave a message. I have completely adhered to my program 100% and to all requirements but your device is STILL trying to lock me out every month! You should have access to someone who's a tech at ALL time's if you're going to sell these devices to people! I need a resolution to this ASAP!

  Business Response

  Date: 07/29/2024

  We apologize for any issues experienced with the Monitech interlock device. The resolutions manager will be reaching out shortly.

• Initial Complaint

  Date:07/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for two months of service,I only used one month,and was informed by the representative on the phone on three occasions out of the eleven,that no early termination fee or removal fee would be charged to my account.In the past two conversations I was told that I would get a credit when I return in December 2024.I wish to get my $95 and move on to a different company,this has been going on since Wednesday June 26,2024 at 9:50 am.

  Business Response

  Date: 07/05/2024

  To resolve this, we have decided to waive the Early Termination of Contract fee instead of refunding the 2nd month Ms. ******** paid for. The Early Termination Fee is $150 plus tax and the 2nd month was $95, so this benefits ******************** more in the end. The Monitech resolutions management will be in contact with ******************** shortly.

  Customer Answer

  Date: 07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a scam. It sells a defective product and will not respond to calls

  Business Response

  Date: 06/24/2024

  We understand our wait times are long due to staffing struggles and apologize for the lengthy hold times when reaching out to our ************************ Our records show that ****************** was able to speak to a representative on 6/22 and again on 6/23. 

  We apologize for the issues with the device, unfortunately all interlock devices are used and reused and refurbished as needed to keep the cost affordable and to keep a supply that meets the demand. A Monitech manager will be reaching out to see how we can assist at this time. 

  
  

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 20, 2024: My husband and I both been trying to get a hold of someone to help answer a few questions and have been transferred more than 5 times. I have left a message and have not received a response. On Monday April 22, 2024 my dear God never been so so angry in my life on the phone for three hours to get transferred and transfers then press option 8 four times to having customer service calling back and saying they are unable to help you due to being from a different state this happened four more times Is this some type of Joke???? It is 8:10 pm April 22, 2024 and had another return call to again put me on hold I lost hope and hung up. Time is valuable for some people. We are paying Customers this is not a free Service.

  Business Response

  Date: 04/23/2024

  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. We show a Monitech Customer Support Expert contacted you earlier and left a voicemail. We will try to reach out again. 

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.