We may earn money when you click our links. Learn More. X

LiveWatch Reviews: Are They As Good As They Seem?

In early 2018, Brinks acquired both LiveWatch and Moni. Current LiveWatch and Moni customers can expect the same equipment and services. However, monitoring plans, pricing, and equipment charges may have changed from when this article was originally written.

Overall rating

3.5/ 5

LiveWatch is our eighth pick for best home security system. LiveWatch performs well, and users tend to have few issues with installing and operating the system. However, the company could improve its customer service and we wish it were more up front about its warranty. The equipment could also use some updating since it’s not the most attractive.

Customer service

Price

Features & equipment

LiveWatch is our eighth pick for best home security system. LiveWatch performs well, and users tend to have few issues with installing and operating the system. However, the company could improve its customer service and we wish it were more up front about its warranty. The equipment could also use some updating since it’s not the most attractive.

Pros

  • 365-day guarantee
  • 12-month contract (no penalty for cancelling early)
  • Discounts for homeowners with qualifying credit
  • Z-Wave compatibility
  • Supports z-wave technology including lights, locks and small appliances
  • 100% cellular systems
  • Flexible cancellation policy and full refund on your equipment if it’s returned in the first year

Cons

  • Ability to add only up to four cameras
  • Cameras available only with highest-tier monitoring plan ($49.95/month)
  • Default warranty of only two years, compared to competitors that offer a three-year or even lifetime warranty
  • Lifetime warranty available only upon request

If you’re looking for a consistent home security company, LiveWatch is a good and safe option. However, if you’re looking for an evolving, modern home alarm system, you may want to consider other options. LiveWatch covers the basics but hasn’t done much in the way of innovation lately. We’ve covered what LiveWatch does well and where it falls short so you can decide whether LiveWatch is the security company for you.

How LiveWatch compares to the competition

Below are some features that stand out for LiveWatch.

  • LiveWatch offers home automation but offers fewer devices than some of its competitors, and it charges a higher price. You’re better off purchasing the devices from a hardware store, Amazon, or other retailers.
  • LiveWatch has an alert system called ASAPer (As Soon As Possible emergency response), which immediately contacts everyone you put on your emergency list via email, text, or phone call as soon as a device is triggered. You can resolve the alarm from your internet-enabled device, and if you’re unavailable, LiveWatch will dispatch the police to your home.
  • All LiveWatch plans, except for the Basic plan, come with Crash & Smash Protection. This means that if a burglar destroys your control panel, your system will remain active, and it will send an alert to the monitoring station. Your security system will then be placed on a “watch” status. If the system is not disarmed, the monitoring station will send authorities to your home. Our top two home security companies, Frontpoint and Link Interactive, both have this feature as well.
  • The IQ 2.0 touchscreen panel has a built-in camera and weather information.
  • LiveWatch automatically offers a two-year warranty, but if you ask, you can get a lifetime warranty. We think it’s a little dishonest of LiveWatch not to offer this option up front, and we really wish it would give all customers the lifetime warranty by default.
  • LiveWatch has three redundant monitoring stations, so if one monitoring station goes down, the others will act as backups.

The relationship between Moni and LiveWatch

moni logoIn 2015, LiveWatch was bought by Moni. Many Moni customers have complained about their service, which worries us and makes us wonder if these complaints will eventually carry over to LiveWatch. When we spoke to a LiveWatch rep on the phone, they promised there would never be contracts and the prices would never change. We hope that remains the case, but for now, we’re keeping an eye on LiveWatch and are curious to see how it will change in the coming years.

Monitoring packages

Below are the four monitoring options for a LiveWatch security system. If you plan on adding Z-Wave devices to your system, you’ll want to purchase Total Home or Total Home + Video. If you’re just looking for a basic home security system, Basic Monitoring and Mobile Pro are both good options.

Equipment packages

LiveWatch offers two equipment packages. Both are the same price, but each comes with a different control panel. The Plug&Protect IQ is more technologically advanced with a built-in camera and various apps. You must purchase one of these packages to start your LiveWatch system, and then you can add other devices to it.

Equipment package namePlug&Protect BasicPlug&Protect IQ
Price$99$99
Activation fee$19.95$19.95
GE keypad alarm panel
IQ 2.0 touchscreen panel
Equipment package name
Price
Activation fee
GE keypad alarm panel
IQ 2.0 touchscreen panel
Plug&Protect Basic Plug&Protect IQ
$99 $99
$19.95 $19.95

Add-on equipment

You’ll find the pricing for additional door/window sensors, keychain remotes, or other equipment below. If you want to add a doorbell camera, smart lock, or other home automation equipment, we recommend checking out Amazon for Z-Wave equipment.

Equipment
Price
Door sensor
$29
Motion sensor
$78
Keychain remote
$29
Indoor IP camera
$249

Our experience with LiveWatch

We contacted LiveWatch with some questions via live chat. We posed as a potential buyer and LiveWatch was never pushy with sales. The rep answered our questions, and when we asked about home automation equipment, they recommended that we purchase it from another retailer because it is often less expensive from places like Amazon. We appreciated the rep’s honesty and the general helpfulness we’ve always experienced with LiveWatch’s customer service.

In the past when we’ve spoken to LiveWatch reps, they never mentioned a lifetime warranty. It wasn’t until more recently that a rep confirmed that LiveWatch offers a lifetime warranty, but customers have to ask for it. This was a bit troublesome because LiveWatch doesn’t advertise its lifetime warranty, so how is a customer supposed to ask for something that they don’t know exists? This reflects negatively on LiveWatch and indicates that it’s not giving its customers the best service possible. Customer service is an important element for a home security provider, and this is a disservice to its customers. In our rankings, we have deducted points from LiveWatch due to this policy.

How do users like LiveWatch?

We always recommend speaking with previous or current customers of a security company to hear about their experiences. We’ve chosen a couple positive and negative reviews of LiveWatch to give you an idea of what you can expect from this company. Some common things customers like about LiveWatch is that the system is easy to order and set up. However, some customers have had issues with billing and there have even been complaints of LiveWatch running a hard credit inquiry on customers’ credit scores.

Positive reviews

Ordering, delivery, and setup were all excellent and system integrated with my current Zwave devices easily. Highly recommended! – Ben, TrustPilot (Verified Order) 3/2/2017

The information and buying experience was a pleasure using the online chat option. I was given all of the information I requested and all questions answered and most importantly the person I dealt with did not try to sell me more than what I needed and he gave me plenty of time to discuss the products with my husband while he waited on standby on chat. I can’t tell you how valuable it is to someone like me who is retired and on a fixed income to not be pressured in any way. All products arrived as schedule and installation was so easy. The few days given as a test period for the system was a plus as well. It gives you time to decided what works best for each of your situations and to make any adjustments to placement. I researched many security systems and I say without a double I HIGHLY recommend LiveWatch for its simplicity, low cost and excellent customer service. – K.M., Better Than Reviews, 2/17/2017

Negative reviews

Company runs credit check without informing customer. When I contacted the company via phone to get a quote for a security system, I was never asked if they could run my credit. I never got so far as to try and order a system, I just asked about pricing. I told them I would call back later if I decided to order. A week or so later, I got a notice from ************ that I had a hard credit inquiry from Live Watch. I emailed the company asking about this credit inquiry and they told me that they “ran a credit check using name and phone number so they could try and offer the most lucrative deals”. I now have a inquiry on my credit report that I can’t remove simply for calling and asking some basic questions about service. This is unethical and they make no attempt to make it clear to the customer that they intend to run your credit. Any other time I have had my credit run, the company makes it clear that is what they intend to do and request your authorization to do so which typically includes providing SSN. – BBB, 1/30/2017

[R]efunds my money to an old credit card in lieu of one they billed me monthly on. charges me for service after I signed to cancel it. still billing after cancelled in writing. refunds to old card that is part of debt consolidation with *********************** out of ** and I have lost ****** thereto. took two weeks to give me return address on their items and an rma number. just incompetent. why could they not write a refund check like every other company out there???? when I had service, signal strength poor and did not know I was not protected for some major amount of time. – BBB, 12/8/2016

LiveWatch Customer Reviews

1.65 stars (8 user reviews)

Was this article helpful?

Thank you for your feedback!

Tell us how we can make your experience better next time.

26 responses to “LiveWatch Reviews: Are They As Good As They Seem?”

  1. For what it is worth, here was my list of questions and concerns sent in response to LiveWatch’s sales manager’s question:

    My concerns right now:

    The price for monitoring for an apartment s about twice your competition. Adding a camera jacks it up by $15 a month. I can buy a separate camera and have free monitoring for the camera.
    I was told there was two way communications capability, but nothing mentioned about that on your website.

    The equipment cost for an apartment was reasonable. I priced it for the house on your website and even with discounts, the LiveWatch option is more expensive than your closest competitor. And your monthly fees are twice your closest competitor. Bottom line- not a bad solution for a small apartment. A bad solution for a house. Not even close.

    ADT at the house….I was told you can use their current equipment to “take over” monitoring. I was asked to send a picture of the control box. I am former law enforcement and in my mind sending a stranger of what amounts to a blueprint of my security system unencrypted over the internet is a very bad idea. Seriously.

    You are being acquired by Brinks. Whatever service levels you had in the past will likely get worse. They will look for or demand cost savings. If I wanted a Brinks system I would have contacted them, not LiveWatch.

    To be Frank, I am struggling a great deal with a monthly fee of $50. In my research, that is about twice why it should be for an apartment. For a house it is in the ballpark. But again, equipment costs knock you out of the running.

    The conversation and literature focus on property protection. The number of motion detectors was in my view downplayed. And glass break detectors were discouraged. If the focus was in people safety and not property , there would be an understanding of an arrayed system that allows earliest possible warning, an understanding that second door safety is an illusion and can be defeated by a simple ladder, and that glass breaks precede inside motion. Same for and window monitors. Doors were discussed but Windows downplayed. Home invaders use doors. Burglars don’t.

    It seems like a great product but is overpriced. And whatever greatness exists now, Brinks will likely screw it up.

    Your literature says those discounts are only good now and expire- a special one time deal. I am being careful in my selection, so unfortunately those discounts will likely expire before I act. Factoring in no discounts, the full equipment price knocks LiveWatch out of consideration. And if those discounts are available and don’t expire, I have a real problem with that. A security company that is not truthful? And uses high pressure sales tactics to close a deal quickly that may not be optimal for the consumer?

    Those are my thoughts.

  2. I really liked he features LiveWatch offered. Talked to a very helpful rep. Wanted to take some time to review the proposal. Today I had some questions and concerns, not the least of which was some affiliation with Brinks. It is a security company that will know your security system, and in my mind should be one you trust implicitly.

    This morning I received an email form the sales manager offering to help with any questions. So I send him my questions and concerns. I did some pros and cons noting that it looked like this was better priced and suited for an apartment than a house. And expressed a concern that a family member’s house using ADT could be taken over by sending them a snapshot of the security panel. I get this is probably done all of the time, but sending the security layout for a home to a stranger did not seem like a good idea. Especially if there was a chance I did not opt for the service.

    The reply I received devolved into a series of negative information about competitors (the “we suck less” sales pitch), some snarky and condescending comments about my research ability on their competitors (I never disclosed why I found) and finally being accused of being a spy for one of their competitors. I asked for his supervisor but that was only met with an accusation of being a spy.

    I tried to contact the listed CEO, but he replied he is no longer with LiveWatch (huh?). I did send the emails to the contact their former CEO provided to me, but have received no reply as of yet. I can’t help thinking, if this is the sales period, I wonder what post purchase support will be like. A truly bizarre experience.

  3. I am in the market for security system. I have spoken with a live watch agent who was phenomenal in explaining the product to me and how awesome it would be to have the system. unfortunately we lost connection and I will have to call back. I am a renter it almost sounds too good to be true. I wanted to come in to hear reviews so far I’m reading experiences of previous customers. as long as they have been around and there is only 25 comments majority not all that good. I would say they are doing pretty good. most times people don’t write anything when they are happy with service..

  4. I was a livewatch customer for 3 years, never had an incident so can’t say if I like or dislike their service. But here something incredibly SNEAKY Livewatch did: when I sold my home i called to turn off my billing and told them I would call them back after I bought a new home to reactivate. After 4 months, they just started autobilling me again, took me a couple months to notice it on my bank records. And of course they make it nearly impossible to find their billing support number to cancel, they don’t WANT you calling them. So instead of reactivating I cancelled my service and will be watching my bank statements like a hawk in case they try to pull that stunt again. Stay away from these guys like the plague!

  5. Hi Joseph, that sounds terrifying, we’re sorry to hear about your experience. Were you able to find another home security company that fit your needs?

  6. This was looking like a promising option based upon the Internet quote I received. Then a salesperson called me 6 times the next day before I answered – one would think they could take a hint. We are 2 months away from a potential move-in date and are in no way ready to commit to a service. If I wanted to wake up at 8:00 am on a Saturday, I would have set an alarm. Calls at 8:03, 8:12, 9:07…

    Their automated call answering has an option to click 6 to leave a message with the President of the company. The only way I do business with this company is if I am contacted with some sort of apology and resolution.

  7. I’ve been with them a bout a month and have had no issues. Install was super easy and took only a few min honestly. We have the IQ panel, 4 door sensors, motion sensor and an hd video camera and 1 z-wave device to turn on and off a lamp. I paid under 150 for the equipment and they included a lifetime warranty on it (used the chat feature on their website and they gave me a better offer than was advertised). Activation was smooth and the person who walked me through the activation and how to use the system was very nice and seemed knowledgeable. No false alarms as of yet which is good. I like the alarm.com app and the z-wave integration was a snap and I plan on getting more but will probably purchase those through amazon or somewhere cheaper. Honestly I looked at a lot of different companies and they all have some good reviews and they have some bad that I think you have to take with a grain of salt. Many of them use the same or similar equipment, I liked that livewatch did not have a 3yr contract like so many others. So far so good.

  8. I haven’t had any issues with LiveWatch and they’ve been okay. They’re like dealing with your bank – nothing to get excited about. We have the touch screen IQ. Some thoughts:

    1. The door sensors that come with the system suck balls. They’re ugly and have horrible aesthetics, and sometimes they miss door close transitions. I bought recessed door sensors off Amazon made by iON Digital that install inside the frame (hinge side) of the door. No more sensors on the door frame and have not had a single issue with door open/door close transitions.

    2. The battery inside the alarm panel was defective 6 months after install. LiveWatch honored a warranty replacement quickly and without any hassle.

    3. Their home automation and sensors are rape and pillage priced. Check Amazon and eBay and you can find them far cheaper. I’ve added motion sensors for half the price compared to calling LiveWatch.

    4. If we accidentally set off the alarm, their central service is super quick. I get calls within 45 seconds.

    5. The only false alarm I ever had was due to my cat jumping on a table and setting off a motion sensor. LiveWatch apologizes and was able to set the pet immunity of the sensor (this was the image sensor that does a picture and motion)

    6. Z-Wave integration works really well. Alarm.com is pretty freaking awesome.

  9. Live watch sucks. You will spend hours and hours trying to mount equipment that sometimes works and sometimes doesn’t. They will send wrong items and you are responsible for all maintenance and false alarms to police. Ya and the endless hours programming every single sensor in you house and on the phone with tech support will make you crazy. Do yourself a favor avoid them.

  10. I agree with the person who said the service is fine until you want or need to cancel. First, I contacted them twice by sending in tickets to cancel my service. I received a response back both times that they would contact me within 1 day. I was never contacted. So I called them, and was eventually transferred to a fellow who wouldn’t take “no” for an answer. He kept on and on with reasons why I should continue my subscription, offers to put my subscription on hold for 3 months, etc. Finally, I was able to get him to agree to cancel the service, but it was a lot more work than anyone should have to do — so don’t believe the “no questions asked” guarantee. And the harassment didn’t stop there. When they sent me a form to sign to confirm that I wanted to cancel the service, there were several veiled threats in the email, saying things like my homeowners insurance will go up if I cancel. I realize all of these companies are going to try to instill fear in people to get them to stay onboard with them, but I don’t appreciate it in the least.

    • It’s not a veiled threat to inform you your home insurance will go up if you lose a credit for having a home security system with fire monitoring. Also, the agreement which is available in the LiveWatch Dashboard clearly states how to cancel your service and how to return your equipment for a full refund.

  11. live watch does not offer a landline option which means there is no backup communications for this system- it is only cellular which in our rural area would be a waste of time and money

    • Landline communication via cable internet/DSL internet is actually available via dual path communicators. I know this for a fact because I purchased my Honeywell ipGSM4G dual path communicator for my panel through them.

  12. We have had the Livewatch system for the last two years after our 25 year old previous system finally quit working. Livewatch has been a huge disappointment. The frequent false alarms have gotten us fined by the police department, even after calling the monitoring company and telling them to hold off calling the police until they communicate with us personally (because we have so many false alarms from their equipment). We NEVER had false alarms with our previous system in all those years. Also, the ‘tamper’ alarm goes off randomly, sometimes immediately when we arm the system (this has happened with all three of our keypads), sometimes a few minutes later, and sometimes when we disarm. It is maddening, because then we have to contact the monitoring so they don’t call the police and get us fined for a false alarm again. I wish so much we had not bought this system because it only worked properly for about one year. It is unreliable, and therefore pretty much worthless. I hate it.

    • Thank you, I was starting to regret having FrontPoint Security.
      Now, I am relieved that I’m with FrontPoint, as I see many people having false alarms.

    • I think this is more of an end-user installation issue seeing as how LiveWatch has assisted me with putting a 30 day hold on emergency dispatch while I fixed an issue with my own install. If you got fined, it was likely because you never tried to fix the issue and instead kept your notifications active to EMS.

  13. Hi Steve – yes, Livewatch’s basic monitoring plan is $29.95, their mobile pro plan is $34.99, the total home plan is $39.95 and the total home & video plan is $49.95. Their equipment has two costs for qualified homeowners – plug & protect basic at $99 and Plug and Protect IQ at $299 (+ activation fee).

  14. I am a bit curious how you arrived at the equipment pricing listed on the chart. When I went to the site,on the $19.99 monitoring, it lists the pricing as $99 and $299 respectively.

  15. Hello,

    Everything we have since on LiveWatch’s website, and especially through their checkout process, advertises a 365 day equipment guarantee and 2 year warranty. But we’d be happy to update this if you can point us to the advertised life-time warranty.

    Thanks

Leave a Reply

Back to Top

We use cookies to enhance your website experience. By continuing to use our site you agree to the use of cookies in accordance with our policy. Click for more information to find out what cookies we use, what they do and how you can disable them.