Auto Accessories
Monitech, LLCHeadquarters
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Complaints
This profile includes complaints for Monitech, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 38 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/21/2023
Type:Product IssuesStatus: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 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
Date: 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
Date:05/11/2023
Type:Service or Repair IssuesStatus: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 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
Date: 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 Answer
Date: 05/11/2023
Complaint: 20046504
I am rejecting this response because:
THere is not resolution stated in the response
Sincerely,
***************************Initial Complaint
Date:04/24/2023
Type:Service or Repair IssuesStatus: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.
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
Date: 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
Date:04/19/2023
Type:Customer Service IssuesStatus: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.
They are not answering or calling me back.Business Response
Date: 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
Date:04/14/2023
Type:Customer Service IssuesStatus: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.
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
Date: 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.Initial Complaint
Date:04/03/2023
Type:Service or Repair IssuesStatus: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 machine that they put on my car is constantly killing the battery . And everytime I have to charge the battery, the hand set goes into lockout mode. When this happens, I have to call their 800 number and pay them $45 to give me a code to unlock the hand set. Everytime I've called them, I've had to leave my number, and it could be anywhere between 2 hours, to two days before I get a call back. When I first inquired about this machine, I was told that I would get a discounted rate of $45 a month because I couldn't afford the $90 a month that they want for service. Since getting it, I have been charged $90 EVERY MONTH, even after filling out an indigent account form two separate times, and they claim both times that they've never received my paperwork.Now this Thursday I had an appointment to get the handset calibrated, but was unable to make it because of issues with my car. I called them and asked them to move the appointment, and they said that I would not be locked out until after 3 days of missing the appointment. Well, of course they're not open on weekends, but their "clock" keeps running on your hand set. I called them tonight to explain that I could come Monday morning, and I was told that I would be locked out as of Sunday, and that I would have to pay a $45 fee to get an unlock code, just so I could go to the local store for "calibration" and be charged another $90!! There is no reason why they should be allowed to extort money from me because their business isn't open on weekends!! The operators are extremely rude and unhelpful, and obviously don't understand that things happen that can cause you to miss an appointment. What they're doing is the textbook definition of EXTORTION!Business Response
Date: 04/04/2023
We're sorry that your experience wasn't as good as we hoped. I show that you've only needed one code for a battery issue, the rest were for other violations or a possible device issue, which a fee is not charge if there's a possibility of a device issue.
We are aware of the long wait times when calling in and are doing our best to hire more agents, but staffing is an ongoing issue, as it is for many companies currently.
The discounted rate would only apply if you qualified for the state indigent program, we do not offer discounted rates of our own. Our records don't show that we've ever received an application from you for this program. When we make contact with you, we will make sure you have the correct email addresses of where to send that paperwork.
Regarding your most recent appointment, you were originally scheduled for Wednesday 3/29, not Thursday, at your February appointment. On Wednesday, you called to say you couldn't make it, so we rescheduled you for Friday since that was before your lockout date still. You asked if you would need a code and we told you that you would be fine until Friday because of the grace ******* not that you would have 3 days from Friday. That 3-day grace ****** was from your original appointment date of Wednesday 3/29. We understand you were having vehicle issues, so we will contact you to see if we can help due to that.
I listened to both of the phone calls from last week and neither agent was anything but helpful and the second was apologetic when advising she couldn't do anything about the lockout or the code fee.
Our resolutions manager will be reaching out to you shortly to see if we can further assist.
Customer Answer
Date: 04/04/2023
Complaint: 19885204
I am rejecting this response because:
Firstly, the second person I spoke with was NOT helpful at all! The only thing she had to say to me wad that I was going to have to pay this $45 fee again if I wanted another appointment, so that is an outright Z lie! Secondly, there have been several times when there were issues with this handset, and I was still charged a $45 fee. You also attempted to charge me a $180 fee because one of your "technicians" drove all the way from ********************* to Ayden because of some miscommunication on the companies part about my location. Lastly, I sent the affidavit form that was sent to me in email the first time back to the email address it was sent from. I spoke to another agent after I still wasn't getting the reduced rate, and she was supposed to send me the form in the mail, because I do not have a way to print the form off my phone. I have still yet to receive these forms in the mail.Sincerely,
***************************Business Response
Date: 04/05/2023
The second person did answer your questions, but our call center agents aren't able to waive fees if you've already been given a courtesy fee waiver, which you had. I'm sorry that you didn't get what you request, but we saved 2 spots on our schedule for you last week and received very short notice on the first and no prior notice that you would miss the second. For these reasons, the fee cannot be waived this time.
As stated previously, all the override codes you paid for were due to violations, here is a breakdown of the codes you've received:
9/7/22 - Arrival test ignored - waived fee as a courtesy for the first code
10/24/22 - Arrival test ignored - $45 fee charged and paid
11/12/22 - Tachometer fault - this could be due to a device issue or vehicle issue - fee not charged
11/29/22 - Required retest high fail - $45 charged and left as a balance
12/20/22 - Required retest ignored - $45 fee charged and paid
12/24/22 - Running test ignored - fee waived due to being a holiday
2/14/23 - Syringe failed activation - could be due to a device issue - fee not charged
3/14/23 - Running test ignored - $45 fee charged and paid
Regarding the fee, $104.40 was charged on 9/6, then that balance was cleared on 10/28. On 11/23, $80.00 was charged and credited back the same day.Regarding the Affidavit of Financial Hardship -I couldn't find a call where we advised we would send you a form by mail, but I do apologize if you were advised of this. Our call center agents work remotely, so we don't have a way to send forms via email. It is the client's responsibility to print any forms they may need. I have provided the fax number of where to send the affidavit once it's completed.
Initial Complaint
Date:04/03/2023
Type:Service or Repair IssuesStatus: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.
Have called customer service over the past 3 days. Been on hold for an hour each phone call (6 total) and no representative ever answers the phone. When asking the department that schedules appointments for new devices to be transferred to manager I kept being placed back into the que to wait an hour with no answer. Placed 3 requests for a call back and never received any calls back. I need an override code for a FAULTY device. ****** stated cannot take test and to call service provider. I went to two locations and neither were open at 2pm on a Friday. I am on hold (7th call) as I am typing this complaint and still no answer. my car can possibly go into a permanent lock out due to Monitechs HORRIBLE customer service. There is no customer service. I will not be responsible for paying fees when this company cant hire enough people to answer the technician side of the phone. If you try to contact the department that sets up appointments for new devices they answer right away and over 10 agents transferred me back into the que after asking for a manager/supervisor.Business Response
Date: 04/03/2023
We 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 make contact with a Monitech Customer Support Expert and got the code you needed.Customer Answer
Date: 04/03/2023
Complaint: 19881092
I am rejecting this response because: it was BARELY in time before my car locked out and it is unacceptable to have to call over 10 times and be on hold an hour and not reach anyone for 3 days. It was 10:30pm on the third day of calling that I finally got a code. UNACCEPTABLE
Sincerely,
***********************Business Response
Date: 04/04/2023
We did resolve the issue mentioned in the original complaint and have provided a contact that ************ can reach via email without needing to call in and wait.Initial Complaint
Date:03/21/2023
Type:Service or Repair IssuesStatus: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.
Today is day 4 that my vehicle has been inoperable due to Monitech's defective device. I sat on the phone for 30 minutes on Saturday with a rep who was unable to properly assist in overriding the device as it also states recall on it. I requested a service order be placed for a tech to come to the vehicle since I can't drive it and was told 48 business hours someone would contact me about when they can come out. Well here it is with the 48 business hours almost up and still no contact!! I have called the customer service line multiple times been on extended holds , requested return calls only to be told with attitude and unprofessionalism, "Well the serviceman hasn't called you yet, you just have to wait!" "They'll call you within ***** hours and if they don't just call back!"..or "Just have it towed to a service center!"..Well not only won't my car start it is now on lockout status as the 3 days, starting from Saturday, has now passed and I am still waiting...This is absolutely insane! I am a single mother who will have to miss ANOTHER day from work not only due to a defective device but also the ineffectiveness and inefficiency of your service department. I have had to spend money I didn't have replacing my battery, amongst other things since having this device in my car! Why the h*** would I have it towed to a service center that Can't reach anyone by phone at with NO GUARANTEE that it can be looked at and taken care of that day and WHO's going to get me back home if they can't!! I want someone to rectify this matter immediately! I will continue to report this company until something is done! I have noticed that I am not the only person who has experienced these issues with this company..sadBusiness Response
Date: 03/22/2023
We are sorry to hear of your experiences with our Customer Support 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.Initial Complaint
Date:03/02/2023
Type:Billing IssuesStatus: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 was given a referral to Monitech ignition interlock systems. The referral stated that it would be a free interlock installation with the price of $60 per month. After having the device installed the tech, ***************************, went over the billing, where he stated that my total would be $181.90. I was perplexed as to how the bill was so high and asked him to go over it again. I understood his explanation that I was being charged $85/month. I explained to him that that was not the offer that I signed up for and presented the referral. He stated *** never seen this before, let me call my manager. He called *****************. ******* came back and said that they wont be honoring it. I didnt understand as to why not, and asked if **** could explain it in more depth. **** got on speaker phone. **** went on to deny that they would honor any other offers. He informed me that the coupon was from 2018, and that he has been behind, and is meaning to pick those up in the next few weeks and that his superior **** was aware that these materials have existed and that I am not an anomaly.I have many issues with how this was handled. I can not fathom how any marketing materials in the form of a coupon exists five years after its expiration, to be doled out to prospective clients. Furthermore, there is no expiration on the referral, and i still have no clarity as to why it is deemed expired.I was told that if I wanted to speak on the issue further that I would have to call the corporate 800 number. I spoke with *******. I tried to inform her of my situation and goals. She proceeded to look up the account and state that **** had noted the account that they wont be honoring any referral. I asked to speak with the manager and she responded that the only thing she could do was email ****, and hopefully he calls me back.For five years **** admitted to willfully ignoring the responsibility of collecting the promotional info. Bait and switch tactics are immoral and irreverent.Business Response
Date: 03/02/2023
We apologize that we were unable to honor that ******. We do our best to remove old promotions from locations, but some do get missed.
Unfortunately, as that ****** says, the offer may be withdrawn at any time. When we set your account up on 1/31, we quoted your mother (who called in for you) $85 per month. Your mother called back on 2/10 to set your appointment and advised us of the coupon - we advised her at that time, we could not honor it and the monthly fee would be $85. You/your mother chose to move forward with the appointment at that point, knowing we couldn't honor the $60 per month price.
Since we advised of our pricing and inability to honor the coupon prior to setting the appointment, we don't feel that any "bait and switch" claim is fair. We do our best to be up front, as we were on 2/10 when setting the appointment.
Initial Complaint
Date:01/20/2023
Type:Customer Service IssuesStatus: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.
My car has interlocked system installed by monitech and long story short its malfunctioning! Tow my car there and can't get in touch with anyone to check the status of it! On top of that everytime you do call its a hour wait until the system sends you to voice mail very frustratingBusiness Response
Date: 01/20/2023
Notes on the account show the device was replaced yesterday and the tech attempted to call Jarell but there was no answer and no call back. Client will need to pick up vehicle or vehicle will be towed off property. Someone from our executive management team will reach out shortly.
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