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 has 4 locations, listed below.

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  Monitech, LLC

  215 Southport Dr Ste 400 Morrisville, NC 27560-8439

• 

  Monitech

  4290 Glendale Milford Road Cincinnati, OH 45242

• 

  Monitech, LLC

  2607 Fayetteville St # C Sanford, NC 27332

• 

  Monitech, LLC

  3600 Park 42 Dr Cincinnati, OH 45241-4039

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:12/19/2022

  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.

  I went to my appointment on Thursday (12/15) I waited for 2 hours, nobody was there or showed up. I waited on hold for over an hour. They made me leave a message and never returned my call. I called back that night. A lady answered and said they needed to reschedule my appointment. I told her I wanted to speak to her supervisor. Nobody called me back. I go to hop in my car today, they locked me out on my device. I have been on hold since 11:30. This company is so unprofessional. I hope they rot in hell!!!

  Business Response

  Date: 12/20/2022

  Our records show that the client's appointment was at 9:00 AM. The Monitech technician states he was at the shop at 9:00 AM and remained at the shop  for some time after 9:00 AM, but then had to leave. The technician states the client was not on time for the appointment and we cannot accommodate late arrivals due the technician needing to attend to other client's service calls, assisting other shops, etc. 

• Initial Complaint

  Date:12/19/2022

  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.

  Hello there. I have called monitech numerous times trying to get in contact with them in regards. My device is telling me that I had 3 days to call the service number to schedule an appointment because of a code 4046 that pops up. The code means that I didn’t do an arrival test. I was running late to work on 12/14/22 morning and forgot to do the arrival test. I have called everyday and here it is on a Monday morning 12/19/22 and I have yet to receive a call back but once. However, when they called back it was a number that was not recognized by my phone therefore it goes straight to voice mail. I have called and called and called so many times within the past 4 days it is unsettling that the 24 hour number is not really a 24 hour number. I have even tried calling on my wife’s phone and there still is no luck or even a call back. I have been on hold waiting for over an hour numerous times just for the phone call to cut off. I too have left several messages by pressing the 8 option as well. The problem is no one is calling me back and now I’m locked out of a vehicle not being able to go to work. I am going to have to pay them more money to get an override code just to get my device back working. Here I am a month out from getting my device removed for good but I can’t drive to work, I can’t get anyone to answer, I’ve called numerous times, I’m going to get charged for an override code no matter what since I’m locked out and it’s just ridiculous. I have to get my wife to drive me to work. Even if I get a call back at work, I am 30 minutes from my device therefore, I can’t put the code in. Which will then restart or extend the process of getting my device working so I can drive my car. All I need is an override code. At this point I do not even want an apologize. If anything I should be apologizing for choosing this company to fulfill their duties to their customers.

  Business Response

  Date: 12/19/2022

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center. As we are currently experiencing higher call volumes, your patience is appreciated. We have escalated this to management and a Monitech Customer Support Expert will contact you today.

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair 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 had my interlock installed on 7/1/21. There have been multiple issues with this device in itself since then, including recalls, fails (I have not drank alcohol in nearly three years), and appointment cancellations on the businesses part. I will also state that I recently have moved to West Virginia for college and I verbalized this to two different Monitech employees at the location in ************, NC and the N. ******* location, who both told me that as long as I come to the appointments I have scheduled it is not an issue. This has made proper scheduling on my part extremely imperative, which I have been doing. The most recent of appointment cancellations are my primary complaint. I was legally able to remove my device after 11/15/22. Just to be safe, I planned on doing it the day after (11/16/22). There were no appointments available at any surrounding locations. So I scheduled (1 month in advance) for my device to be removed at agency 17.8.04-2 in North *******, NC on Friday, 11/18/22. I received a phone call on Thursday, 11/17/22 that resulted in a voicemail from Monitech headquarters informing me that my appointment requires rescheduled due to the location closing for the day. I have called monitech for hours a day waiting for someone to answer my phone call. I finally got an answer and was able to schedule at a random location, but it was not available until 12/7/22. This, in all, has resulted in an increased time of my having this device in my car, and subsequently responsible for paying for it due to the company’s negligence, for an extra 22 days. This equals to almost a full month of charges from this company ($64) along with the travel expenses I had to travel to N. *******, only to be told my appointment was cancelled the day before ($70). I am now locked out of my vehicle by the device, as I have been for two days, have been on hold for over 30 minutes at this time with nobody answering the phone, resulting in me missing a healthcare appointment.

  Business Response

  Date: 11/23/2022

  We apologize for the issues experienced. I spoke with ****** today and I believe we came to a mutual resolution. 

  Customer Answer

  Date: 11/24/2022

  
  
  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:10/31/2022

  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 a Monitec AID installed in my car in the Monitec ******* NC location on Thursday 11/03/2021 per NC DMV requirement of three years. My Client ID is ********. Starting on the way home(which is 30 miles from Monitec) the devive was shortng out (screen going blank) every time I tried to take a breath test.It would take over five attempts to get the device to analyze. Sometimes it would lock me out. This went on for four days because the ******* location is only open Tues thru Thurs.. On Tuesday I got my car to Monitec in ******* and the technition, ***** **** explained there was a short in the installation and he had to rewire it. I have plenty of documentation to prove this. I couldnt drive the car for four days.fearing the possibility of a lockout.
  Next big issue was attempting to get my car serviced.On Sept 91 I broufgt it to ***** **** ** ******** **** nc.They had to contact Monitec to get a repair code. The mechanic told me he tried for hours to get through and couldnt.H was so frustrated he told me to just take the car, he didnt want to deal with it.
  Next on Sept 19 I took the car to ******* **** ** ***** **because they knew how to access the code. They tried all day. I attempted to contact Monitec myself for 12 straight hours calling over 20 times and leaving 12 requests for a callback. No response from Monitec.Monitec does not provide 24/7 customer service as described in their doucumentation. There is no email address, online chat, local phone number, only an 800 number that puts you on hold EVERYTIME for a minimum of a half hour, usually longer. Enough. I have contacted ********* to get an install date. I was told by Monitec that there would be a $150 early termination fee even though online documentation says otherwise. The minimum I request is no early termination fee.The maximum I request iis that Monitec be sanctioned for violating there promise of 24/7 customer service. I can gladly support my claims with documents and witness testimony. I dont ha

  Business Response

  Date: 11/03/2022

  We apologize for the lengthy hold times when reaching out to our Customer Support Center as we are currently experiencing higher call volumes, your patience is appreciated. We are looking into your situation further and will have a Monitech Executive Resolutions Manager contact you to see how we can best assist you during this time.