Brinks Home Security Reviews
7.4
Overall Score
Romano A. Lopez Hollywood, FL
1. They do not honor their 4-year contract. After you sign for a set monthly payment for 4 years, BRINKS will still raise your monthly bill every 6-, or 12-months. 2. They will outsource some of their in-home technical services. The technicians are regularly not in time, and they usually do not bring the required equipment to install or replace. I've had the same technician come 3 times and he still failed to bring the new alarm system BRINKS said they would replace at no cost. Our alarm system has been triggered by accident, and none has cared to call me on the phone. BRINKS is a very unreliable security company.
3 years ago
Reply from Brinks Home Security
Hi Mr. Lopez. We are sorry to hear that your recent experience with us was frustrating. We strive to always provide excellent customer experience, and appreciate you reaching out to let us know about your recent concerns regarding the monthly bill as well as technician experiences. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. We look forward to speaking with you soon. - Jaime
Feb. 24th, 2022
elliott shine Upper Marlboro, MD
Stay away from Brink! Brink has fast response to trouble calls like many other companies; however lacks with customer and technical care. My parents activated service the beginning of 2020 and later added cameras. I soon realized that their camera service is not good and consist of a poor configuration of Skybell and Alarm.com technologies that do not work well together or with other major devices which makes technical support a nightmare. The doorbell camera is unreliable often miss recording events and do not work with your computer (seems to only work with smartphones), other outside camera has very bad unrecognizable night vision that's in b/w, neither camera works with Alexa.
5 years ago
Reply from Brinks Home Security
Elliot, , we are sorry to hear about your experience and that your system is not working properly. Here at Brinks Home Security your safety and security are our top priority and we want to be accountable. With that being said I would be more than happy to look into this matter and reach out to you as soon as possible. -Daniela S.
Oct. 26th, 2020
Michella Mccree Norcross, GA
I have been a valued customers for years and my whole family uses you guys service ... I had Protect America and then it became Brinks Home Security . My system starting having false signals which was very frustrating . Some times we would set off the alarm nobody would call thank God that we was okay ! I have literally been on the phone since 7am it is now 810 and I'm on hold again . Because everyone keep transferring me to different departments causing me to keep explaining the problem . So finally I asked to speak to a manager and the call never gets there ... this is very frustrating you guys take your money out my account every month and the service is starting to be crappy and customer service and knowledge is not the best !!!!!
5 years ago
Reply from Brinks Home Security
Michella, we are sorry to hear you are having problems with the system. At Brinks Home your security and satisfaction are our priority. I would like to reassure you we are here to help and would be more than happy to take a further look into this matter. I have located your account with us, and I will be more than happy to reach out to you to ensure we resolve this matter. – Juana H.
Sep. 8th, 2020
Gerry P Troy, NY
I was with Protect America for years, then it was bought out by Brinks. Worst customer service ever! I tried to contact them four times with no success. First was a call to customer service (just need help on a hardware upgrade) twenty five minutes on hold only to get disconnected without ever speaking to someone. Second attempt was text message, got my message response an hour later, only to say we can help with that here you have call customer service. I called customer service again, twenty nine minute wait with the same results, disconnected with out speaking to anyone. I have since canceled my services, which was no small feat in its self, and went with a different alarm company. By the way I had great customer service when it was Protect America!
5 years ago
Reply from Brinks Home Security
Gerry,here at Brinks Home we strive to provide excellent customer service and when this is not done we like to be inform to be able to rectify that. Allow me to apologize if your experience was anything other than impeccable. It breaks my heart that we will be losing you as a loyal customer due to your experience. I would like the opportunity to take a further look into this matter. However, we have not been able to locate your account based of the information provided. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to take a further look into this matter and reach out to you. – Juana
Aug. 24th, 2020
Denise
It went great. Nice and easy. It was a DIY install with the tech on the phone. He was great in explaining and helping every step of the way. I would highly recommend protect America
5 years ago
Reply from Brinks Home Security
Hi Denise, Thank you for taking the time to leave a review. We’re happy to hear about your positive experience with the installation. Please let us know if we can provide you with further assistance.
Apr. 28th, 2020
Sharon Crosby Coraopolis, PA
My disappointment with Protect America is that they started with the monthly billing amount of $19.99 per month and then the bill was increased to $49.99 per month and when I called to tell them that the billing was wrong they said that it always was $19.99 per month and their billing statement is not due 30 days after the closing date. Another disappointment is that the alarm is no longer sounding when the front door opens and the sensor is no longer tripping the alarm. Since I have an adversary who enters my residence using a key that was obtained illegally, the directions were stolen and the password was compromised enabling the trespasser to turn off the alarm. I am not happy with Protect America. My comments are alleged.
5 years ago
Reply from Brinks Home Security
Hi Sharon, Thank you for reaching out. We appreciate your feedback. To improve your experience as a customer, we’ll be happy to review your account and go over any questions you may have in regards to billing or your equipment. Please reply via “Private Response” with the name and address associated with the account. A member of the Care team will reach out to you once we can verify you as a customer.
Feb. 21st, 2020
Richard Paoletti New Castle, DE
I have been with Brinks Security since they the took over Live Watch. It started of with great service until one day I called and said I was building a new house. I informed Brinks about the new house and told them I was taking my existing system with me. I was told no problem. I told the agent that I would need 5 or 6 new window magnetic contacts. I was told the cost would be $14.50 when I went to order the 6 new contacts I was told they were $29.00 each. I asked why the increase of 100% I was told they had no knowledge of my conversation with the agent, and the price is what it is. I am now looking into a new company and new system for my new home. it is not about money it is about principle. At one time I had 2 security systems with Brinks and referred clients to them. I would not do that again, not because of the money but the attitude of the last agent I spoke to. If I could give you a tiny bit of advice CUSTOMER SERVICE.
6 years ago
Reply from Brinks Home Security
Richard, We are truly sorry to hear of your recent negative experience with us. At Brinks Home we strive to provide superb customer service, and when one of our customers feel that we have failed their expectations it is tremendously important for us to know. If there was any form of miscommunication or misunderstanding from our end, we would like to rectify that. I have located your account with us, and I would be more than happy to investigate this matter further. Once the investigation is complete, I will be sure sure to reach out to you. – Juana H.
Jan. 2nd, 2020
Matt Moyer Easton, PA
The install went well. The customer service is helpful especially for the video cameras. The doorbell was simple. YouTube video helped with that. Recommend doing that first before phone appt.
6 years ago
Reply from Brinks Home Security
Hi Matt, Thank you for the positive review! We’re happy to hear our Care team was able to help you with your video cameras. Please let us know if we can provide you with further assistance.
Dec. 4th, 2019
Leonard Booth Santa Fe, NM
I’ve been with Protect America for 10 years and they’ve always taken care of me. We’ve moved 3 times in that span and it’s easy enough for my son to reinstall it each time.
I can’t recommend them highly enough.
6 years ago
Reply from Brinks Home Security
Hi Leonard, Thank you for the positive review! We’re happy to hear our equipment has been easy to reinstall and use with each move you’ve made! Please let us know if we can provide you with further assistance.
Dec. 4th, 2019
Larry Hartford
These guys were awesome! Shipped out a package and I had a security system setup the next day. Got a great deal with an affordable package and feel safer when I’m out of town. A+ Protect America.
6 years ago
Reply from Brinks Home Security
Hi Larry, Thank you for the positive feedback. We’re happy to hear our system has helped you feel safer. Please let us know if you need any further assistance.
Oct. 22nd, 2019
Cynthia Pompano Beach, FL
Excellent! I would only recommend having more pamphlets with pictures for installation. Thats all. Other than that, great price for what we're looking for. Agents were very nice.
6 years ago
Reply from Brinks Home Security
Hi Cynthia, Thank you for the positive feedback! We're glad you're enjoying your equipment and service. Please let us know if you need any further assistance.
Oct. 21st, 2019
Alton
Protect America has been helping me secure my home for 4 years. They’ve always been helpful at servicing the account, offering support, and upgrading equipment. I trust them completely to keep us safe.
6 years ago
Reply from Brinks Home Security
Hi Alton,
Thank you for the feedback. We're happy to hear you're enjoying the service! Please let us know if you need any further assistance.
Thank you for the feedback. We're happy to hear you're enjoying the service! Please let us know if you need any further assistance.
Oct. 18th, 2019
Ely New York, NY
I recently became a customer of Protect America. They sent me a very cool panel and some great equipment. It took about 25 minutes to get it all set up.
So far I’ve been very pleased with their professionalism
6 years ago
Reply from Brinks Home Security
Hello Ely,
Thank you for your positive feedback and welcome to the Protect America family. We are glad you are enjoying your new equipment and service. Please let us know if you need any further assistance.
Thank you for your positive feedback and welcome to the Protect America family. We are glad you are enjoying your new equipment and service. Please let us know if you need any further assistance.
Oct. 11th, 2019
Tammy Ashland, KY
Customer service was professional, friendly. I have spent hours on the phone numerous times during the month 7 through the rest of my 36 month contract. The self installation initially was fine, no problems. The sensors started to fall from the doors and use was impossible even after having a contractor come to my home to recess sensors. I have had to fulfill my contractual agreement although the system was not working for the last two years plus. They did however offer an up grade which would result in an increase in my obligation, no guarantee the system would work then either. I declined. Customer service has continued to offer to change out the system and offer a gift card, should I upgrade which obviously would change contractual agreement. My contract ends October 31, 2019, no one has offered to term out the contract during this time, nor dismiss the last payment, I bought the system for protection as I am a single grandmother raising my grand daughter and felt safe with a security system, should it work. I am disappointed to say the least. I would have a very hard time recommending this service. One more payment of $41.99 for October and I no longer need to deal with them.
6 years ago
Reply from Brinks Home Security
Hi Tammy,
Thank you for reaching out to us. If there is any way we can improve your experience as a customer we’re more than happy to pull up your account and review your options available. To further assist you with your account and agreement please reply via ‘Private Response’ with the name and address associated with the account. A member of the Accounts team will reach out to you once we can verify you as a customer.
Thank you for reaching out to us. If there is any way we can improve your experience as a customer we’re more than happy to pull up your account and review your options available. To further assist you with your account and agreement please reply via ‘Private Response’ with the name and address associated with the account. A member of the Accounts team will reach out to you once we can verify you as a customer.
Sep. 24th, 2019
Monica
Not happy at all. Want to return it all. I feel very misled and wish we would have gone with ADT.
We explained our situation with our teen, what we needed, what we were offered from ADT. The end result was not enough sensors, Keypads, or cameras, and cameras without motion detection. I get alerts when recordings are made but nothing happens in the video that warrants being recorded. I can't hear the door sensors unless I'm on the main floor where it is or I carry it around with me. Ridiculous. I told the sales rep our main concern was a teenager making poor choices and sneaking out and some recent break ins. I don't doubt what we have will protect us from the latter but the camera situation is a joke. I want to return those if not everything and downgrade monthly rate. We can just buy WiFi cameras off amazon.
6 years ago
Mark G. Niles, IL
Think twice before signing a contract with this company.
They have horrible automated customer service. Be prepared to go through a series of voice prompts and then passed from one team to another several times if you need any help, while waiting on hold for an extended period of time. Once you realize you don't want a security company that isn't responsive you will learn that Brinks plays games and makes it difficult to cancel. Their website states "Should the time come when you decide that a home security solution is not right for you, it shouldn't be a complicated process. Simply call us" to start the cancellation process then lists quite a few steps you will have to have to navigate to complete the process. When you call the number provided they tell you they can't assist you and you have to call another number that is only open during a specific time, where you have to play phone tag with one individual that isn't motivated to cancel your account.
6 years ago
Reply from Brinks Home Security
Mark, We never intend to make any request a difficult and hearing a customers wants to cancel the protection of there home, it doesn't sit right with us. We are sorry that this process was not easy for you, we do have a cancellation process as you read on our website, it is quiet simple. I will be doing some further research into matter so we can resolve it amicably. I have located your account and I will be sure to reach out to you as soon as possible. -Jacob B
Aug. 28th, 2019
RICHARD MILFORD Bakersfield, CA
Protect America provides excellent customer service and a easy DIY installation process with customer support to walk you through it. Protect America provides discounts for first responders and law enforcement.
6 years ago
Reply from Brinks Home Security
Thank you, Richard!
Aug. 1st, 2019
Amanda Marietta, GA
I've been a customer of Protect America for the past 3 years. Over those 3 years service was fine. I picked Protect America because I was a renter and the system is portable. I now own a home and upon time for renewal started the process of shopping out the best deal I could find along with a wall hanging system because I grandkids that can reach the portable table unit I been using. I described my requirement to the salesperson, they gave me a discounted monthly rate less that what I'd been paying for the past 3 years so I agree to give it a go. The equipment arrived as I was leaving to go out of the country so I called Customer Service and they said I had 30 days so no problem. Beginning Tuesday 7/23, I've called every single day multiple times and spent literally hours either on the phone and/or waiting by it for a call back. During this time I've been shifted around from person to person saying I needed to speak to another department. Last night the rep said if I'd stay he would send someone out to modify the equipment to wall hanging and install at no cost given the excess trouble BUT I'd have to agree to extend another year. Really?!! So I said never mind. This does not work for me. I just want to return and cancel. He said I'd exceeded my right to cancel after I've been calling for DAYS! Today 7/26, I am extremely frustrated. I don't want to haggle anymore. I just want to return the equipment and cancel the contract. According to the website and google, I can do this within 30 days. I'm so angry and tired of the run around. So, this is day 4 and another promised call back from Management. I'd bet money it doesn't happen again. Until this experience, I was happy with their services but after the headache and time spent stressing over this, I will no longer recommend this company or use them ever again. They do not follow through with promises to paying customers.
6 years ago
Reply from Brinks Home Security
Hey Amanda - Thank you for your feedback. We're sorry to hear that you've had a less than ideal time with our customer service team. Here at Protect America, we pride ourselves on our customer service. That being said, we'd like to right this situation. When you have a chance, please reply via 'private response' with the full name & address associated with your account. A member of our customer care team will reach out to you once we are able to verify you as a current customer. Thank you again for your feedback. We look forward to correcting this situation with you.
Jul. 28th, 2019
Elle La Vergne, TN
The service has been alright since they took over from my previous alarm company. However, the customer service is ATROCIOUS! I have been receiving calls, at least 4 each day, from Brinks & I have requested to be taken off of their call list. Yes, I am on the national Do Not Call Registry. Anyway, I called the regular customer service line for Brinks and had a great call w/Nate about the situation. He was to transfer me to a manager and I got Pauline (not a manager) and she was the most RUDE and non-helpful person. Why do I have to continuously give my account information; especially if you are not the person to whom I was to be transferred? After over 5 minutes w/she wasn't going to assist me without giving my information for a 3rd time, I hung-up! Brinks, you MUST do better.
6 years ago
Reply from Brinks Home Security
Elle, We are taken back by the experience described in your review . Please know that we never mean to make any request a difficult one. Our customer service team is dedicated to assisting customers to there peak would like to investigate this matter, as this is the complete opposite of what we strive to bring our customers on a daily basis. With this being said could you please send us a direct email with your account information to , I will be more than happy to reach out to you. -Jacob B
Jun. 21st, 2019
James Washington, DC
Potential customers beware. Protect Amerca will do anything to sell you the home protection system, but the after sale service is dodgy and unhelpful. Decided to renew my service with them at the end of my first three-year contract with them, and the agent at the time told me she could upgrade me to a better protection system without an additional cost. However, she didn't mention the specs of the new system, and it ended up not being compatible with my house. When I reach out to their agent on the particular issue, the new agent couldn't provide me with any solvable solution. While it is not the new agent's fault, I do feel like I have been lied into signing up another three-year contract. Be careful with them.
6 years ago
Reply from Brinks Home Security
Hey James - We appreciate your feedback. When you have a chance could you please reply via 'private response' with the full name and address associated with your account? A member of our care team will reach out to you once we can verify you standing as a customer. Thank you again for your feedback and we look forward to speaking with you!
May. 29th, 2019
G. Warren Candler, NC
All persons we dealt with were friendly and competent. The only reason I did not give 5 stars was that the material we saw implied that the installation was free. In effect, it was free for them as you are the one doing the installation as they walk you through it via telephone.
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
C Humphrey Leavenworth, KS
Very professional assistance on installation. They even sent me a link so that I could get my required local permits. Super nice people at customer service. The polar opposite of ADT
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Aaron Hurst, TX
Great customer service with an honest business practice. Frontpoint bashed their competitors to include Protect America, this was very unprofessional. Look forward to doing business with this company.
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
K.L.
UPDATE 10/30/2018: Still no real / substantive response from Brinks despite their "Response" to the initial review inviting discussion. SEE ORIGINAL REVIEW regarding terrible customer service ........... They will sell you stuff and promise service, but they are not there to support you if you have problems.
UPDATE 10/17/2018: While Brinks' "Reply" to this review may give impression that Brinks would address the issue, the email address they provided returns an "undeliverable" message (and there are only 522 homes in my town, so how legit is their "we can't locate your account" dodge...??) BUYER BEWARE!
ORIGINAL REVIEW:
This is a company that puts WAY more energy and money into Sales than into Customer Support.
When it works, their service is handy for those of us without ready access to internet - based systems, but when you need their help, Good Luck!
I was a Livewatch customer that "Brinks" inherited.
Monitoring Unit was unable to communicate after I moved - I live in a rural area, so I will allow that cell service can be spotty.
I made repeated calls to Customer Service / Tech Support. After multiple calls, misdirected calls ("Press 2" etc. gets you to sales, not tech support) and hours on hold and promised call-backs that came while I was at work (after I specifically stated to call evenings), Replacement unit still did not communicate.
After another round of calls and hold times and frustrations, Second replacement unit finally communicates with the monitoring service but not with all my sensors. (all of which were known to them when they shipped the unit, but they failed to properly configure it - they sent me a chip to install myself which I have yet to try)
Now, Calls / chats to Billing (hold, wait, disconnected, etc.) to request relief for the months I paid but did not receive service because their stuff could not communicate FINALLY resulted in ONE month "credit" ("It's the best we can do - this is self serve service and you have to work on getting it installed yourself") . Problem was, THEY STILL BILLED ME THE NEXT MONTH! (more calls, hold times, waits and now they promise me they won't forget next month to do the minimum they promised last month)...We shall see.
Tried their online chat today and even that has crazy long lag times (must have typed "hello?" and "are you still there" a half dozen times)
Their service DOES work well when it is working and is better than no alarm at all, but if you have other options, I would recommend you take them.
Unless you really enjoy sitting on hold.
7 years ago
Reply from Brinks Home Security
K.L.,Here at Brinks we always want to make sure our customers are satisfied with us. We would like to speak to you to see what concerns you may be having with your service. Unfortunately I have not been able to locate your account based off of the information provided. If you could please send us a direct email to with your account information and I would be happy to speak to you. -Jacob B
Oct. 11th, 2018
Rudolf South Plainfield, NJ
I am customer with Monitronics (now part of Brinks) for over 15 years. At the present time we are thinking of switching. Here is why:
Last weekend we had some beeping going on at our panel, some kind of communication issue/problem.
Called the number I used for year. Found out that the tech support is not working on weekends. Somehow, called several times again and tried different options. Finally, I got a live person on the phone. However, this person was absolutely of no help and he eventually hang up the phone one me.
Monday I called again and instead of the tech support, I ended up somehow with an account manager. She was also not able to help me, but promised me that someone will exchange our panel for a new one. I asked to have someone early Friday as this was the day I was home. The account manager told me to expect a call to finalize the appointment within 24-48 hours. She also offered me two free months and a drop in my monthly fees of a dollar.
Today is Sunday and nobody called to set up the time to change our panel.
The weird alarm came on pretty much on a daily basis and was sometimes not to cancel. Brinks never called, but last night when it happened again....unfortunately, I was not on my phone.
Wonder why they never called when these alarms went off for a week or longer.
I am going to call again tomorrow to cancel my service after 15 years!! Monitronics was always there when I called, any day of week, any time of day.
This new owner, Brinks, does not live up to anything they promise. Very disappointed with them.
7 years ago
Reply from Brinks Home Security
Rudolph, the recent experience you speak about is the exact opposite of the way we want our customers to feel. We NEVER want a customers equipment to be causing troubles of any kind, as a customers peace of mind is a must here at Brinks home security. We would like to investigate this matter for you, but unfortunately we have not been able to locate your account based off of the information provided. If you could please send me a direct email to and I would be happy to reach out to you to ensure this matter is resolved amicably. -Jacob B
Oct. 17th, 2018
James Black Tell City, IN
I have been a Monitronics customer since 2001 and have replaced the entire system once and partially another time. The customer service was always marginally acceptable. Now Brinks has taken over and customer service is becoming below acceptable. Monthly charges are increasing and getting a problem solved is a problem in itself. The reason I stay as a customer is that ADT is actually worse by reputation and pricing. Perhaps things will improve but I’m not holding my breath. It may just be an industry norm of poor customer service after the sale.
7 years ago
Reply from Brinks Home Security
James, We love to hear honest feedback most considerably from our long time loyal customers. We are so sorry to hear of the recent experience you had with us, please know that this is the exact opposite of what we strive to provide. My name is Jacob and allow me to look into this matter and address your concerns. I have located your account with us and I will be sure sure to personally reach out to you. -Jacob B
Oct. 1st, 2018
Stephen Manlius, NY
I filled out the online form to get a quote from Protect America, and received a call within minutes. I was very impressed with the information provided by the sales person, but when I said I was not ready to commit the aggressive sales kicked in. The sales person and manager did not want to take "not yet" as an answer, and got borderline rude. Since then I have received dozens of calls from Protect America, and one email (which I responded to).
7 years ago
Reply from Brinks Home Security
Hey Stephen, thanks for taking the time to leave us feedback. Our sales solutions specialists are passionate about our security solutions - nevertheless we do respect when you don't want to hear from us! We would love to help get you set up with a security system. Please feel free to direct message us or give us a call and we can get you our latest offer.
Sep. 11th, 2018
Jay Benson Jackson, TN
I have experience servicing original Brinks equipment and know technicians that worked for Brinks, however the current edition of Brinks is only a cover for Monotronics that bought the Brinks name when it became available. How they claim 159 years in business i dont know, but previous experience with monotronics and the quality of work was not good. Time will tell if they do the Brinks name justice.
7 years ago
Reply from Brinks Home Security
Jay, Thank you for taking he time to leave us this feedback. Here at Brinks we strive to protect all of our customers and ensure they are satisfied extensively. Have a great day -Jacob B
Sep. 5th, 2018
Kenneth Burns El Mirage, AZ
When I signed up, I signed for 3 years. But, later I found out my contract was for 5 years. Up til now, after many phone calls, I haven’t received any satisfaction to correct it.
7 years ago
Reply from Brinks Home Security
Kenneth, Here at Brinks we care for the satisfaction of our customers, it saddens us to know how you feel. We want to correct this and come to a resolution, i have found your account with us and i will be sure to reach out to you as soon as possible. -Jacob B
Aug. 6th, 2018
Lyndsay East Greenwich, RI
I am very disappointed with the service. I pay $65 a month from my Moni contract which they now offer for $45. Also I took this over when I purchased my hone and was advised that the windows were secured. It turns out that they have no sensors. When I inquired customer service offered to send me one sensor!! What good will that do? The price is ridiculous and i still am not sure what I am paying for. When we se the alarm off we can enter our password and it just shuts off. No security questions or phone calls asked. What if it was an emergency?!I cannot wait for my contract to end so that I can purchase service with a reliable and affordable company
7 years ago
Reply from Brinks Home Security
Lyndsay, We never want to be a disappointment to any customer, as we strive for customer satisfaction. We apologize for any inconvenience we may have caused in assisting you, regardless we want to make this right. Unfortunately we have been unable to locate your account based off of the information provided, if you could please send me a direct message with your account information i will be sure to reach out to you asap. -Jacob B
Aug. 2nd, 2018
Angelina Murrieta, CA
We have been with Protect America for almost 1 year. Their door to door salesman was very persuasive and talked us out of going with ADT; whom we had already scheduled installation with.
Pros of Protect America:
Security system alone no issues (not including the door bell camera or other camera).
Cons:
Cons
Don’t expect for them to send out a technician if your cameras are not working. For us, they sent one out initially for install, but after that they told us to find someone on Home Advisor.
If the tech they hire to install the cameras damages your property, don’t expect for Protect America to help. The install tinstall ch they sent drilled a large hole on our brand new homes stucco for the camera install.
I recommend this company solely on their non video security system. I don’t recommend their door bell or cameras based on my experience. I am dissatisfied with their customer service and failure to properly address my concerns. I will be switching to ADT when this contract ends.
7 years ago Edited September 14, 2021
Reply from Brinks Home Security
Hey Angelina, we’re sorry to hear about your installation and technical issues. At Protect America we would like to correct any problems you may be having with our service. Could you DM us with additional details so we can review your account? Thanks and please let us know if you have any questions.
Jul. 23rd, 2018
Loretta Gordon Ormond Beach, FL
The sales representative was very knowledgeable and friendly. I was able to get everything I wanted to secure my home and with a monthly payment I can afford. Thank you Protect America.
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Terry Brown Blythewood, SC
The representative I spoke with was very knowledgeable and helpful. I ended up dealing with a different company, but it was definitely not because of the assistance I received from Protect America.
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Jille J Glassbrook Las Vegas, NV
I have had nothing but the worst customer service since Brinks took over Moni. 30 minute wait times for customer service. They don't support the equipment they send you. I tried cancelling my account months ago. I agreed to stay when they offered to lower my monthly bill and send me two Arlo Pro cameras. They did not send Arlo Pro they sent regular cameras which apparently I have to pay Arlo to use if I want to monitor on my phone. I have now wasted 4 hours on the phone with Brinks/Arlo and Alarm.com. So of course I tell them I just want to cancel as I wanted to originally and I have to call yet another department and wait another half an hour.
After 42 minutes on the phone with Arlo they tell me that since I got the cameras from Brinks it is Brinks that has to activate them and according to Brinks its is Arlo that has to activate them.
7 years ago Edited September 14, 2021
Reply from Brinks Home Security
Jillie, oh no! I am so sorry that you have experienced this when contacting us. We care for all of our customers and want to ensure that we get you taken care of accordingly. We have found your account with us and will be sure to contact you directly to resolve this matter. -Jacob B
Jul. 10th, 2018
Thomas Wheeler Pensacola, FL
After using them for 3 years I discovered that their customer service is abysmal when you actually have a problem. For weeks they did not believe that i had a problem when I reported that my panel was occasionally loosing its connection to the web/mobile app. This issue did not receive any attention until I threatened to cancel my service, upon which they sent me a new panel that was supposed to be a drop in fix. That started the nightmare of incorrect configurations poor customer assistance and quite frankly poor attentiveness of the agents. When the new panel when off line for no apparent reason they insisted that it was the result of new wireless devices in the area (the only new device was the panel's installation a week previous to its failure) and that it would be fixed by an external antenna. When i went through the physical troubleshooting with the agent, she realized that they panel was not establishing a cell signal and ignored the error codes that the internal board was generating and insisted that all was well and would be fixed by the new antenna. Upon receipt of the antenna we installed in and the agent then admitted that the issue was with the panel. Thankfully another agent had listened to my complaints and had sent a new panel in case the antenna did not work. The agent then "helped" me setup the new panel and left the siren turn off, the motion sensors configured incorrectly (so they triggered alarms when only doors and windows where armed) and the door sensors where combined so the back door was not triggering the alarm. All in all the experience has been horrible and I wish i had gone with a different provider as this one has been nothing but frustrations and headaches for the last 3 months.
7 years ago
Reply from Brinks Home Security
Hey Thomas, we're sorry to hear about your connectivity trouble with your panel and how difficult it was to get it up and running again. We at Protect America try to be as responsive as possible and strive to solve customer issues in a diligent and professional manner. Thank you for your feedback and please let us know if there is anything we can do to help.
Jun. 28th, 2018
Rebecca Heltsley Harker Heights, TX
Our FIVE year contract is soon to expire. Currently, we are looking at other companies. Prices have steadily increased. Not all windows have sensors and were told that we would have to pay extra for them. MONI knew this from the very first. The amount that we are/were paying is extremely high, compared to other companies. We feel as though we are paying for a service that definitely has a breach. I will see what type of turmoil we run into upon trying to cancelling!
7 years ago
Reply from Brinks Home Security
Rebecca, Awe we definitely do not want to see you go. Here at Brinks we strive for customer satisfaction and we will provide you with such. i have located your account with us and will be sure to reach out to you to resolve your matter. -Jacob b
Jun. 11th, 2018
LG San Antonio, TX
I can't tell you how they are as company because we chose not to do business with them. I can tell you however, that their sales reps that go door to door are pushy and rude. It's for that reason that I won't do business with them. If their reps can't respect my decision from the very beginning, then why should I believe that as a company they will respect me as a customer? No company that comes to my door will EVER get an immediate decision from me. I need to research the company and find out whether they are trustworthy or not. Based on the reviews on this site, as well as other sites, the common theme on the negative reviews is that they don't honor their own contract (raise the rate in the middle of the contract), and don't respect a customers decision to cancel service. If it was just one or two reviews complaining about this issue, I would take them with a grain of salt. But after being berrated by a sales person for 30 minutes at my front door, and then reading the common theme of shady business, no thanks. Won't be doing business with this company now or ever!
7 years ago
Reply from Brinks Home Security
LG, This is very concerning to hear of this experience you have had with those door to door salesman. MONI does not have sales representatives that go door to door, and this was likely a sales person from a company that we may monitor for. Regardless, I would still like to express my sincerest apology to the situation. I understand your concern with our company, but let me assure you that we do everything in our power to resolve any and every concerns. Please let us know if you have any other questions or concerns. Thank you, -Jacob B
Apr. 18th, 2018
Janice Jones Cortland, NY
Some sensors do work front, side and back door. Not the fault of Protect America I am unable to call and activate most sensors [especially my carbon monoxide ] I was attacked by carbon monoxide October 2017 at that time my phone would not work to even call 911, a neighbor found me unable to walk or talk on the porch. Most of the time my phone will not work to call Protect America. I cannot even call Spectrum my cable company as my stalker illegally controls all phone calls to and fro and my internet. Cortland police do not have the equipment to investigate the stalkers electronically the stalkers have to be invested by state police. I have no way to control any communication with outside world stalkers have control of my electric life, and US mail. I would like to sell and move to another state as to cross state line stalking is against federal law. I do hope this review gets out. Many times stalkers do not get up early.
7 years ago
Reply from Brinks Home Security
Hi Janice, we appreciate you taking the time to leave us feedback on your experience. Our customers' peace of mind while we protect their homes is certainly our priority. We would like to correct any problems you may be having with our service. Could you DM us with additional details so we can review your account? Thanks and please let us know if you have any questions
Mar. 27th, 2018
maverick007 Cold Spring, NY
the best securitycompany so far. Sara N. is a gem. So professional, so organized, knowledgable, so personable. She is the best helper, bar none. She is so thorough and smart!. Everything works and the set up was seamless.
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Sarah Bettencourt Mesa, AZ
I haven't signed up for services yet because I'm not getting a house until November, BUT they were thorough and honest. They really helped me evaluate Protect America VS other companies.
8 years ago
Reply from Brinks Home Security
Hi Sarah, we appreciate you taking the time to leave us feedback on your experience. We are glad we were able to assist you in evaluating the home security landscape. We look forward to protecting your future home!
-Adam
-Adam
Feb. 6th, 2018
Change A. E Seengow Los Angeles, CA
Carl was very responsive with communication. He helped install 20 solar panelson our house. The production is great and we are thrilled with the results. Would highly recommend this company.
8 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Susan Arizona City, AZ
I am very satisfied with the service of Protect America. I get notices right when something happens. Also they were very helpful with setting up the system. I feel safe knowing I'm in good hands. Thank You
8 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Vanessa O'Neal-Campbell Manchester, CT
Everyone who worked with me from the start of the sale to delivery and then the installation of the alarm system, was very courteous and professional. It made the installment very easy.
8 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Elizabeth Cleveland, OH
The representative who called me was extremely helpful and very knowledgeable. They told me a lot of info of which I was unaware. Unfortunately, I could not convince my boyfriend that this expense was necessary
8 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Michael Blount Haymarket, VA
Horrible communication with customers. Case in point: it was not until the day I called to cancel my service that I found out I could arm / disarm the system using my phone. I shouldn't be chasing my service company to find out what or if they've upgraded service. How difficult would a blast email have been? Instead ~ they choose to nearly lose a customer. Dumb. EVEN WORSE, (IMHO) ~ Moni does NOT offer discounts to veterans or military personnel. Smart (not!)
8 years ago
Reply from Brinks Home Security
Michael, We strive to ensure our customers are up to date with the equipment and service we provide, and I would like to apologize for the experience you had regarding this matter. We take feedback very seriously and appreciate you taking the time to address your concerns with us. I would love the opportunity to speak with you more in depth. So I may do so, please send us your account information via email to . Thank you, Ashley C.
Jan. 19th, 2018
James Burger (deceased) Rev. Margaret Burger Beckley, WV
Monitronics /Moni is the worst security system you can have. A request was made to discontinue service because the owner of the home died. That was April 19, 2017. As of this date the service was not discontinued and as the closets relatives, we are receiving an accumulation of monthly charges. We were told the system had to be paid for. So to date the charges are over $350. Do not use this security system.
8 years ago
Mike Hermitage, TN
Have a problem with system. System has been dead for a month or so, and I have only received one call, automated, from Moni, with no follow up. Called them to update my bill pay and while on phone decided to inquire about my system. Anyway, got in touch with tech support to inquire about system and was told that I am locked under contract and will have to pay to have tech support fix/ replace key pad. They did try to sweeten the deal saying a new system would be free if mine was busted. All of this started with a bad battery, which is rechargeable and only 4 yrs old. Should have researched more when looking into alarm systems. Monthly rates seem to nickle and dime over the last few years as well. There are cheaper options out there with shorter contracts. Seems to me that under such a long contract, with technology changing, I should be able to have free upgrades/ tech support. In the end, what good is a monitoring service if they do not call you when the system goes dark. I have a few months of contract left, will be switching that day. Hope this helps with your individual alarm searching needs. Happy New Year.
8 years ago
richard aristeo Wildomar, CA
great system, love that is no contract, I get to keep system after 1 year. self install and super easy, monthly service is one of the cheapest. customer service is great. I'm very pleased.
8 years ago
Swesso
I have had the service for five years, and am so ready to cancel. They keep going up on the price. I had problems with the thermostat, and I had had the service for only a couple of months and they wanted me to pay to have it replaced. I was supposed to be one of their "premier" homes. Then had problems with the smoke alarm going off randomly and the fire dept. kept having to come out. I had that feature turned off. Finally the key pad has stopped working. In order to turn off alarm we have to use our phones. We have re-calibrated it etc.. but it does not work. They wanted to charge me for another keypad. I am paying for services and features that I do not use. The support is awful from this company. Stay Away. I am counting the months until my contract is up! I am praying I can find a company that will buy out the remainder of the contract. I have better security with my dogs! Com on February 2018.
8 years ago
Cedric Nesbitt
Great company. We had our property serviced the same day be ordered the product. When we called to upgrade, they had someone out that day to service us. They are also cheaper than the competition.
8 years ago
