Brinks Home Security Reviews
7.9
Overall Score
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Becky Bragg Keller, TX
On hold for the third time after two disconnects. Multiple transfers and still waiting to hopefully speak to someone who can send me a form that will allow me to end my contract 30 days after they acknowledge receiving the form.
Finally got through-TERRIBLE work from home connection and unable to understand 80-90% of what the account manager said, but basically they explained why I have had terrible service for so long and that lack of knowledge was to blame for my previous poor customer service.
He then attempts to offer discounts and insurance plans that would cover my faulty equipment and make up for my inconveniences.
None of these offers were made until I tried to end this contract.
Now I will be waiting three days to receive a form via email. I will return it and then wait another 30 days to have my contract cancelled finally. That milks out another $120 for two months of crap service. Convenient right?
Any bets on how many times I have to call to have the form resend via email or how many tries it will take before the down is received by Brinks? Good grief.
If you’re looking for reliable equipment, helpful customer service, reasonable billing, or efficient contract assistance, go somewhere else.
1 year ago
Reply from Brinks Home Security
Becky Bragg, Thank you for your feedback, we are sorry to hear your experience was less than 5-stars. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 hours for us to investigate this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. -Andrea
May. 1st, 2023
Bronwyn Lowery Theodore, AL
I started mu relationship with Brinks through Monitronics in Georgia. I received great
customer service. During my contract Brinks took over Monitronics and the service was great. After four years I moved out of state and since I still had time left on my contract I transferred service to my new address. During installation at my new address I ordered several additional items that I never received.
My troubles began April 1, 2022 when I had no service. I called customer service to advise them that my system was not working. After still not receiving service after no help I became frustrated with customer service remotely checked for problems and I still did not have service.
On August 8,2022 I called again and complained about paying and not receiving service I was advised to call the Loyalty Department for a credit (which I did not receive). Aug. 10, 2022 spoke to Henry about problem was inform I needed a new battery . I order to get the battery I had to add 6 months to my contract. August 13, 2022 received battery called the number provided to install the battery. Aug. 14,2022 NO SERVICE! Aug. 16 called tech support spoke to Lisa service was not restored.
I have not had service since April 2022, but customer service always want to extend my contract. Today I received a letter informing me that my account has been cancelled! The company still is not aware of the fact that I have not received service since last year and would still be paying if I had not cancelled my auto payment.If I could have rated Brinks a zero I would.
Bronwyn L Theodore,AL
1 year ago Edited April 25, 2023
Reply from Brinks Home Security
Bronwyn Lowery,- Thank you for your feedback, Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. please email us at socialmedia@brinkshome.com at your earliest convivence with your account number and any other details about your experience. Please allow time for us to investigate this matter and contact you via phone or email. We look forward to speaking with you soon. - Alozia
Apr. 25th, 2023
Jamila Maxie San Bernardino, CA
Brinks security is pretty good so far. I love the upgraded equipment that they gave me for free. They upgraded the password panel and gave me a much better out side camera that can video all the away across the street
2 years ago
Reply from Brinks Home Security
Hi Jamila! We are happy to hear you are enjoying your service. Please do not hesitate to contact us if you need any assistance at any time. We will be very happy to help. -Jaime
Nov. 18th, 2022
William Harshbarger Brookfield, WI
Terrible experience. They are extremely dishonest and incompetent. I tried to transfer service to a new home after a move. The new home had hard wired window and door contacts. A technician came out, but was unable to set up the new system in order to transfer service. I contacted Brinks and cancelled my service. They continued to bill my credit card for months and excused these fraudulent charges by stating that I didn't return a docusign agreement to cancel. They KNEW that they were providing NO monitoring and NO equipment, and that I had called to cancel service, but used a technicality in order to continue to FRAUDULENTLY bill my credit card. They argued with me when I attempted to cancel AGAIN and BLAMED me even though they had provided no service. Their business practices are deceptive and I wish them nothing but the worse.
2 years ago
Reply from Brinks Home Security
-Thank you for your feedback, we are sorry to hear your experience was less than 5-stars. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. I have located your account, and I reached out directly to help resolve this for you. If you could please respond to me at socialmedia@brinkshome.com at your earliest convenience. Please allow 48-72 hours for us to investigate this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon - Alozia
Nov. 17th, 2022
One Water Systems Vista, CA
Brinks was recommended after att DigitalLife cancelled our service.
Brinks installed their equipment and within 10 days outages not working etc.
We called and was told it takes time for it to program( ?)
We had future issues days later, garage door not working on sensor etc, and their tech support said buy a new battery. Well that didnt work so we called again , text system they suggest doesn’t work, we asked for a service call, after waiting for a time on hold for 2 hours we were promised a call back.
After no call backa few days later we called again to be told they cancelled the request as the problem was fixed, by whom !!!!
So again and hours later we were promised another call back from their
“ scheduling department “ who did not call again. A week later i emailed to be told the repair can be done 7 weeks later.WTF is that service!!
So at this point we wanted to cancel after4.5 hours on hold i was told that it was past 30 days and i had signed a contract, not that im aware of I explained, and if so send it to me as the lack of protection and service so far means if any contract exists then it is void as service is cancelled. I was told they would send it, but it takes…..
2- 3 weeks for an email to be sent.
This by far is the worst service and company i have ever dealt with.
The good news the local ABC tv affiliate has taken this story and will give Brinks what they need, a wake up call.
2 years ago
Reply from Brinks Home Security
Hello, we are sorry to hear about the negative experience regarding your service. Brinks Home takes all complaints seriously. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you. We look forward to speaking with you soon and offer the best assistance possible. -Jaime
Nov. 10th, 2022
Jim Spafford Loxahatchee Groves, FL
I have been waiting for over a month to have my cameras and video recorder repaired at my business. On the appointment date (9/8/2022), the technician didn’t have the common decency to call me and/or cancel the appointment. He was supposed to call me when he was on his way. So, five hours later, no-call, no-show---again. Later today the customer service rep said that the technician will call me within 24-48 hours to reschedule. I won’t be holding my breath. They NEVER call back.
I’ve wasted almost an entire day because of this nonsense. Clearly, Brinks Home doesn’t care if the customer is inconvenienced or has a system that doesn't work. Every time I have to schedule a service call, I give them the benefit of the doubt, hoping against hope that the outcome will be better. It never is.
If I ran my business like Brinks Home does, I’d be out of business. It's a pain to switch security companies, but it's time.
2 years ago
Reply from Brinks Home Security
Hi Jim, we are sorry to hear about the negative experience regarding your service. Brinks Home takes all complaints seriously. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you. We look forward to speaking with you soon and offer the best assistance possible. -Jaime
Sep. 20th, 2022
Sonya Foster Cleveland, OH
I switched from AT&T Digital Life to Brinks and it’s one of the worst decisions I’ve ever made! The first technician took a photo of my wifi password and stood at the keypad as I entered my pin. I was told I would have a two-way voice outside camera installed. I kept wondering why I couldn’t hear anything. Later that day, I signed into the APP and noticed an additional user (I didn’t add), I deleted the user; only for it to be added again later.
I immediately changed my wifi password, personal pin and APP password. The cameras stopped working. I called Brinks and was told the cameras needed to be reset.
It would be two weeks before a technician could come. Once the technician arrived, I made him aware the outside camera wasn’t allowing me to hear anything. He stated, because it’s not a two-way camera. Brinks hasn’t had those cameras for months!
I immediately called Brinks, for four days I was told to hold on. After being on hold for up to an hour, I hung up. Finally, I got someone in the cancellation department who stated, I’m under contract and I can either payoff the contract or payoff the equipment. I refused either option!
I explained, Brinks breached the contract by not providing me with the correct equipment. The representative wasn’t budging. Therefore I explained to him, if I go to a restaurant and order a cheeseburger, after paying I’m given a fish sandwich and I state this isn’t what i ordered but I’m told, too bad eat it; that’s a breach of contract! You can’t just give people what You want to and they have to accept it! No one should do service with this company. I filed a complaint with the BBB and with a few other consumer complaints websites! There should be a class action lawsuit against them!
2 years ago
Reply from Brinks Home Security
Hi Sonya, we are sorry to hear about the negative experience regarding your service and agreement. Brinks Home takes all complaints seriously. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you via phone or email. We look forward to speaking with you soon and offer the best assistance possible. -Jaime
Aug. 9th, 2022
William Pruemer Saint Charles, MO
I have been a member of the Brinks family for over a decade! Super happy and never a complaint. I bought everything, including camera systems, the whole nine yards…. Until it came time to move and separate service while I got things organized…. I called and informed them that I no longer lives in the house in May of 2021….and that I need to cancel. They did not follow up with the documentation that I apparently needed to sign… as if my statement (after providing security codes and authentication wasn’t enough). 11 months went by, my account was auto drafted each month (which I didn’t notice). Shame on me, I didn’t follow up after the initial call. I then called again in April, expressing my concern and the young lady informed me to at technically my contract didn’t expire until the previous month. Ok….. no problem…. I was going to just cut ties at that time and move on.
She sent the documentation and I signed it a returned.
I stopped getting ACH at that time and in May I started receiving a physical bill…. Including an added charge becaue they were sending out physical invoices (LOL). So my cost not only stopped, it went up. Again, I have the benefit of the doubt. We are all human and I uphold customer service as the highest priority. At that point I sent an email in stating that this was a mistake…. No response.
Got another bill in June…. This time rolled my eyes and picked up the phone for a third time. Gentleman was very nice but informed me that my account was not turned off. He said he would gladly split the cost with me which at that point my frustration ran over. When I told him I was done paying fees, he immediately threatened me with Collections!!! Now he is threatening to ruin my credit over $40…
I asked for a manager….. his response over and over was that he was working with me… which he wasn’t. He stated I needed to provide proof from months of conversations…. Even though he constantly referred to them and quotes them. Conversation ended and he said he would put a note in that I would not pay. Again, he has not provided me with the documentation I cease billing… and I have gotten another notification. Now they are telling me I have to call the number again… which obviously does nothing… I’m lost….
2 years ago
Reply from Brinks Home Security
Hi William, we are sorry to hear about the negative experience regarding your account status. Brinks Home takes all complaints seriously. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you via phone or email. We look forward to speaking with you soon and provide you with the best in class service. -Jaime
Jul. 19th, 2022
Michael Knight Aurora, CO
I cancelled service on June 2nd and was told I would receive a cancellation contract within 24 hrs. No cancellation contract was sent and had to follow up a week later to cancel on June 9th. Received the cancellation and a month later they sent a $14 bill for the 30 day prorated bill. My original request for cancellation was June 2nd and my bill cycle ended on the 5th of each month. They did not honor the original request date and still billed my for 4 days of monitoring. I called and spoke with Orlando and after repeated requests to honor my original call date they still could not waive the $14 bill, unbelievable! What a joke of a company and their costumer service, terrible doesn't even touch the way they speak to you and pressure you to stay once you try to cancel and then drag on the process a few days just to collect another $14. Worthless company!!!
2 years ago
Reply from Brinks Home Security
Hi Michael, we are sorry to hear about the negative experience regarding your billing and account status. Brinks Home takes all complaints seriously. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you via phone or email. We look forward to speaking with you soon. -Jaime
Jul. 18th, 2022
Matthew VanDruff Houston, TX
I had brinks in 2019-2020 for nest home monitoring, I moved out of my house in 2020 to return to the barracks (army) because i was getting out of the army, i sent in my orders and requested a cancellation due to military orders (no penalties or contract payoff if due to military) and was told that it was cancelled. I was never contacted by brinks in any form saying there was anything due or for late payments, were now in july of 2022 i get notification of a charge off and a collection on my credit report for the amount of 399 dollars. I contacted the collection agency to get the info and requested debt validation, i attempted to contact brinks to find out why it wasn't cancelled and how the bill got to 400 dollars and the very rude customer support agent would not let me talk to a supervisor and just kept attempting to give me the collection agencies phone number stating there's nothing they can do because its with an outside agency. After telling the agent multiple times I want to know how it got to this point, why I was never contacted and why it was never cancelled she kept stating she was having technical difficulties and kept muting her mic for 15 minutes then she hung up on me. I just want to know why it wasn't cancelled and how the amount due got to 400 dollars. I have filed a complaint with the BBB and will be filing a complaint with the state Adjutant General and FDCP for illegal credit reporting practices. Glad to know this is how brinks treats 100% disabled Veterans.
2 years ago
Reply from Brinks Home Security
Hi Matthew, we are sorry to hear about the negative experience regarding your system status. Brinks Home takes all complaints seriously. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 hours for us to investigate this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. - Jaime
Jul. 13th, 2022
Diane Drain Phoenix, AZ
Customer service is terrible. The outdoor cameras don't work properly, one is not working at all. Brinks makes an appointment for a tech to show up to fix the non-functioning camera - no one calls, or comes out. Called to ask why - I am left on hold for 30 minutes, then they set another appointment, but still no one shows up or calls. I try to contact someone through the customer service webpage, but it won't recognize my email or password. So, I call customer service - on hold for 15 minutes, finally, someone comes on and says that the customer service webpage is down. That was enough - I ask to cancel my contract. They want the balance of the account for a total of $741 just to cancel this (mind you I paid cash for the equipment when we first entered into this contract years ago). That means I am forced to pay that amount in order to stop the service on a camera that does not work and another camera that is very poor quality. Don't use this company. I am moving to Vivint because of their ratings.
2 years ago
Reply from Brinks Home Security
Hi Diane, thank you for your feedback. We are sorry to hear about your recent concerns regarding the service appointments and scheduling for your camera. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you via phone or email. We look forward to speaking with you soon. -Jaime
May. 2nd, 2022
Angel Ashley Atlanta, GA
If I could give no stars I would. My cameras do not work properly. They do not pick up video footage consistently. I have called several times and all I am told is I can see the rules on my end, the rules are turned off, or let me reset the rules. I have never been offered a credit. I asked for a tech to come out because there is an issue that you can't see. I was told I have to pay to have a tech come out. The person I spoke to on the phone was nice however she did not have much authority to make any decisions and just kept apologizing for the inconvenience. I am almost willing to pay to break my contract. When I have to monitor the company that monitors my house that is a problem. I REPEAT DO NOT USE BRINKS HOME SECURITY!!!!
2 years ago
Reply from Brinks Home Security
Thank you for your feedback. We are sorry to hear about your recent concerns regarding your cameras. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you via phone or email. We look forward to speaking with you soon. -Jaime
May. 2nd, 2022
Dennis Wertz Monmouth Junction, NJ
Where do I begin? Run as far away from Brinks HS as possible!!!!
1. We had an existing system that they did not check before installing the new one. They said it wasn't necessary and the day it was to be installed we were backed up several months before it was done.
2. There were 6 false alarms in two months. Our police officers were quite unhappy and rightfully so.
3. The panel would say we had a window open on the hour and the window was not open.
4. One of our windows was struggling with sensor. TWICE we adjusted it with a tech over the phone and it still didn't work. When we spoke to a supervisor they advised us to hire someone to look at the window/sensor because THEIR POLICY WAS THAT THEY COULD NOT SEND ANYONE OUT TO CHECK OUT our not open window and unarmed window. All of these points happened in 6 months time.
BRINKS HOME SECURITY CUSTOMER SERVICE is ABOMINABLE! I have never seen such negligence or disregard for the concerns of customers.
2 years ago
Reply from Brinks Home Security
Hi Dennis, thank you for your feedback. We are sorry to hear about your recent concerns regarding the false alarms and window sensor. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you via phone or email. We look forward to speaking with you soon. -Jaime
Apr. 15th, 2022
Lorrie Johnson
They will fraudulently charge you. I would give them -10 stars
The system never worked. So when I went to cancel the contract I was told to submit a letter. I did send a written letter to cancel the account. I never got any communication back, nor did I get any communication about the account's overdue status. Two years pass and I'm getting harassed by collections. I tried to call Brinks to review the account and they refused to talk to me. The collection company won't remove the charges because Brinks sent them an Excell file showing that they continued to charge my account after I had formally requested the cancelation. Now I'm forced to pay $600 because this company is nothing but a fraudulent company. Don't get involved.
2 years ago
Reply from Brinks Home Security
Hi Lorrie, thank you for your feedback. We are sorry to hear about your recent concerns regarding the cancellation of service. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. Once this information is received, please allow 48-72 business hours for us to investigate this matter and contact you via phone or email. We look forward to speaking with you soon. -Jaime
Apr. 14th, 2022
Andrew Worthington Laurelton, NJ
If you value things like customer service, honest dealings, and good value, Brinks is not the company for you. The security company I had been using was purchased by Brinks and my service was transferred to Brinks. Brinks honored the terms of my previous agreement, charging me the same amount while waiving the several dollar add-on charge that Brinks charges to all of their customers. For about a year and a half, my bill did not change. Then it went up by a few dollars (I later looked into it and it was the no-longer-waived extra charge that Brinks adds to all bills). I was fine paying a few dollars more, but then at the beginning of the year Brinks started raising my bill more significantly.
After my most recent bill, I called Brinks and after waiting on hold for 20-30 minutes, I was able to explain my circumstances and tell them that I was ready to cancel my services. The customer service representative told me she would call over to the sales people and try to arrange a better deal (with a new contract). This was fine for me and I willingly waited on hold….for an hour, before the connection was broken. I called back immediately, but was told I could not talk to the person I was speaking with if I didn’t know her extension.
So I went home and ordered everything I needed from Ring to replace my Brinks services. I called Brinks a couple days later when I had time to wait on hold (for more than 80 minutes!!) and explained that I had already gotten a new monitored security system and no longer needed any services from Brinks. I specifically asked if there would be any additional charges and I was assured that there would not be. Brinks lied to me and charged my credit card $35.90 weeks after I cancelled my services. Either that employee didn’t know what he was doing and needs more training or he was dishonest and needs to be fired. Either way it was completely unacceptable. After explaining the circumstances, I requested a refund of this amount and was denied.
When you call Brinks, the automated system informs you that conversations are recorded. It seems that someone could probably easily confirm that I was lied to. Or, instead of going through that effort, just give me my money back for services I cancelled and have not needed for more than a month. As far as I'm concerned, Brinks should also be reimbursing me for the hours I wasted on the phone with the company.
Brinks makes it nearly impossible to cancel services easily (I gather it would have been even worse if I tried cancelling while bound to a contract). There is no reason other than shady business practices that I cannot cancel services (or at least start the process) using my online account/their website. The recent customer service I received from Brinks was atrocious. I strongly encourage anyone looking for a new monitored security system to go elsewhere (I have both monitored security and smoke alarm services with Ring, which has been working well and is significantly cheaper).
2 years ago
Reply from Brinks Home Security
Hi Andrew. We are sorry to hear that your recent experience with us was frustrating. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 hours for us to investigate this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. – Jaime
Mar. 9th, 2022
Ron Gressley IL
I had a security system with MONI/Brinks for 12 years. The equipment began to fail. they sent a tech out and he could not get it to work. I requested cancellation spending nearly 10 hours on the phone. Even though my contract expired in 2017 they claimed I owed 5 years (approximately $2,400) I moved my service to ADP and I am paying more but the results have been excellent. Even after refunding me for overcharging, they continued to attempt to take payments from my checking account. They sent me a "Final Invoice" for "$0" and an invitation to return. Now they have sent me to collection for $81 and have started billing me again. I attempted to explain the 45 pages of documentation regarding this issue to the collection agency telling them the debt was invalid and I was told " it is valid, pay it or we will report you to the credit bureau" It is not valid and I will not pay it. They are trying to bully me into paying as the amount really isn't wort my time but it is the legal and moral principal of the fraudulent action.
2 years ago
Reply from Brinks Home Security
Hi Ron, we are sorry to hear that your recent experience with us was frustrating. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 hours for us to investigate this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. – Jaime
Mar. 9th, 2022
Kynesia P. Fort Worth, TX
I do not recommend Brinks. They will increase the total amount you pay each month (every few months) by way of their "cost recovery fees." They get around this increase by stating they are not increasing your contract monthly monitoring rate, but they will increase their "cost recovery fees" every few months, without any type of advanced notice or explanation. I have reached out to Brinks several times about this, and their definition of an advanced notice is them sending your monthly statement. However, on the monthly statement there is not any type of explanation for the increase. I believe they finally added an explanation on their website due to the backlash they received from customers; however, I don't like their business practices. I would rather them charge a higher monthly monitoring rate, instead of increasing their "cost recovery fees" every few months to recoup the cost of offering a low monthly monitoring rate. When my contract with them ends, I will be canceling their service. I do not recommend Brinks Home Security.
2 years ago Edited May 24, 2022
Reply from Brinks Home Security
Hi Kynesia, we are sorry to hear that your recent experience with us was frustrating. We strive to always provide an excellent customer experience, and appreciate you reaching out to let us know about your recent concerns regarding the cost recovery fee and statement requests. 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
Bola Oke Brentwood, CA
This security company is only good if you never need to call in and speak with an operator. We are moving and I need to cancel my account. I've called their customer service number, at least 8 times now and stayed on hold for over an hour before the line "magically" disconnect. I'm never able to speak with anyone to begin the cancellation process. I tried to connect via text message and chat, and each time I'm referred to calling their customer service line when I explained that it's for a cancellation. So the only way to cancel is via phone and no one ever picks up. SOUNDS LIKE A SCAM TO ME... I will be reporting this business, because I am still yet to reach anyone and I am no longer living at the address that's being monitored.
2 years ago
Reply from Brinks Home Security
Good afternoon, 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 issue. 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. 16th, 2022
Matt CA
I was on hold for over an hour. Once I was able to get ahold of someone I was harrassed to sign a 60 month contract for a better rate. My cancellation isn't due to the price. She didnt like that I wanted to cancel so she hung up.
I called back, waited another hour and was told that I needed to be tranafered to another department. One more hour of being on hold and some one finally answers.
Again I am harassed for 10 minutes at an attempt to persuade me to sign a contract. Finally she allows me to cancel my subscription THAT IS NOT UNDER CONTRACT.
Its really amazing what I had to do today to get someone to stop taking my money. Felt wrong and dishonest and has put a horrible taste in my mouth.
She said I should be gettting an email for the cancelation but nothing yet. Hope this issue gets resolved.
2 years ago
Reply from Brinks Home Security
Hi Matt, we are sorry to hear that your recent experience with us was frustrating. We strive to always provide an excellent customer experience, and appreciate you reaching out to let us know about your recent cancellation concern. 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
Carolina Wildflower Waynesville, NC
Brinks Home Security is not the best when fulfilling promises in writing made with Protect America of whom I was with before they were bought out by Brinks! I was told by Protect America that my rates would never go up but was bought out by Brinks and no my rates didn't go up when Protect America was bought out by Brinks but when I was out of contract, the rates went up and I was under the understanding that since I was originally a Protect America customer when Brinks bought them out, that my rates wouldn't go up even after I was out of contract! Buyer beware! If you are looking for a good in home security, go online and research ratings for the companies before you choose your in home security company! Beware of the fine print also! Brinks has made every excuse to delay my cancelling of my service from offering me discounts, etc, which I told Eric the representative plainly, I would not have signed up for in home security with Brinks a second time on my own! My first experience with Brinks when I was out of contract in 2011 left a really bad taste in my mouth! So, any and all consumers, if you are looking for a good in home monitoring company, go on the internet and check ratings and do like I did, type in complaints against and then type in the name of the company that you are thinking about getting your in home security system with and then read the reviews before deciding on which company you choose!
2 years ago Edited January 19, 2022
Reply from Brinks Home Security
Carolina, we are sorry to hear that your recent experience with us was frustrating. We take all complaints seriously, and I am sorry to hear you had trouble. I would love to look into this for you, and work with you to reach a resolution. Please send us an email at socialmedia@brinkshome.com with your information and any additional details you would like to provide. We look forward to following up with you.- Hector S.
Jan. 24th, 2022
James Tuttle Knoxville, TN
Being a customer of Monitronics, which was bought out by Brinks in approximately 2018, for 14 years , I expected better service than I have been receiving, so with 12 months left in a 60 month contract, I decided to break the contract. Numerous situations had occurred that had left a bad taste in my mouth concerning equipment replacement ( I have the original Monitronics control panel which was severely outdated and Arlo wireless cameras offered in that contract extension that never worked) along with materials order that was never delivered but charged to my account led to that decision. When I called to beak the remaining contract, a customer representative argued with me about the resolution of the equipment issue and passed me to a manager. The manager was nice enough, but in the end attempted to charge me the full 12 months due to finish my contract. Only after continuous back I and forth did I get it reduced 20%, but I will warn you that Brinks is a non customer oriented conglomerate that is only interested in the bottom line and does not care about customer loyalty or longevity.
Buyer beware
James Tuttle
Knoxville TN
2 years ago
Reply from Brinks Home Security
James, Thank you for your feedback, we are sorry to hear your experience was less than 5-stars. Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 hours for us to investigate this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. – Hector S.
Jan. 19th, 2022
Tara Yamamoto Clovis, CA
I’ve been a customer since 1995 when it later merged with Monitronics. I received a notice that my system needed upgrading. I’ve tried since October to schedule a technician to fix this. Then I was told my system needed upgrading. They sent a new system to my house. For 3 months, I’ve called at least 6 times, each time being on hold for almost an hour. I am told each time I schedule an appointment that I will receive a call within 24 hours. Never get a call. So I have to call back and explain the whole situation over and over. Finally I was given an appointment date for today. Nobody ever called to confirm. So I called to double check and was told that nobody was scheduled for today. I am beyond frustrated. I don’t understand why it is so hard to get a technician to contact me or to come out to the house to install the new system I was sent. Three months of dealing with this. My next step is to go to a local company. So frustrated.
2 years ago
Reply from Brinks Home Security
Tara, we are sorry to hear that your recent experience with us was frustrating. We strive to provide you with an excellent customer experience, and appreciate you reaching out to let us know about your recent issue. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 business hours for us to look into this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. – Hector S.
Jan. 24th, 2022
Audrey vargas San Jose, CA
I have the oldest equipment in history, never has anyone took the initiative to see if possibly I might need an upgrade. I am trying to get someone to come out and take a look because it's buzzing. I was on the phone and transferred, hung up on then told the office was closed. This states you will be charged $29 and I am being charged $40 for no bells or whistles, I have a very basic system that isn't even working properly.
I went to pay my bill and was told I owed for an old bill in July??? Why wouldn't you pay the oldest bills first and then go forward doesn't make any sense. I would definitely shop around. There website states they are open 8 to 8 central time, but that is not correct , they are open until 5 pm central time and I am on the east coast.
I am going to cancel and find something that offers me some safety and peace of mind If I can get a hold of them to cancel.
2 years ago
Reply from Brinks Home Security
Audrey , Thank you for your feedback, Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. please email us at socialmedia@brinkshome.com at your earliest convivence with your account number and any other details about your experience. We look forward to speaking with you soon. - Hector S.
Jan. 11th, 2022
S. Smit Upland, CA
I have spent 2 hours on the phone waiting to speak to some one who can help me. I was transferred three times and the fourth one was gong to be the first department. After waiting more, I was hung up. There seems to be one one who can help with receiving a report of a transcript or work order.
2 years ago
Reply from Brinks Home Security
s. smith, we are sorry to hear that your recent experience with us was frustrating. We take all complaints seriously, and I am sorry to hear you had trouble. I would love to look into this for you, and work with you to reach a resolution. Please send us an email at socialmedia@brinkshome.com with your information and any additional details you would like to provide. We look forward to following up with you.- Hector S.
Jan. 5th, 2022
John Batesting Union City, CA
I've never gotten out of my way to write a negative review about a product before, but Brinks absolutely has the worst customer support I've ever dealt with. About a month ago resetted it's passwords for some odd reason and I was unable to login, and I've had to call multiple times to deal with it but the support agents were not helpful whatsoever. Be prepared to deal with a bunch of questions to verify it's you when it's obviously you. Even after I shared a password that I ONLY KNEW, they kept on requiring me to verify additional details. Isn't it already in your software? I highly would not recommend.
2 years ago
Reply from Brinks Home Security
John, we are sorry to hear that your recent experience with us was frustrating, we strive to provide you with an excellent customer experience, and appreciate you reaching out to let us know about your recent issues, I have located your account and will be reaching out directly to help resolve this for you. - Hector S
Jan. 5th, 2022
Yolanda Davis Columbia, SC
I've contacted Brinks several times regarding my outstanding bill from the new installation conducted at my residence on 9/27/21. I informed BRINKS that I was not pleased with the technician sent to conduct the installation, however now after offering to write a check to pay my outstanding balance for that work, your representatives (spoken to 4 about this issue) inform me that they will withdraw the funds from my bank account through auto pay and a check is not necessary. I've been waiting two months for the withdraw to take place and each time I call, I've been given false information even up to yesterday
12/7/21 regarding when this transaction will take place. I received phone calls from you people stating that my account has been sent to collections along with late fees that were attached
to my outstanding bill. I'm set up with auto pay and cannot understand the headache and harassment I'm receiving trying to get you to take my money- just unbelievable! At this point I've had enough and need to speak to management
2 years ago
Reply from Brinks Home Security
Yolanda, we are sorry to hear that you are experiencing issues with your account.Thank you for letting us know. I will personally look into this for you and will work with you to find a solution. I will be in touch in the next 48 to 72 hours by email or phone. – Juana H.
Dec. 10th, 2021
skurow22 Katy, TX
When we had alarm go off, agents were not friendly. When we tried to update info, they did not do it across the system.
Cancelation has been a nightmare. Over 2 hours bouncing around from agent to agent. Then they continued to charge my account and claim they didn't receive signed cancelation doc (I have verification email from them that it was signed). Now I'm back on hold while they "figure it out" - it's been 40 minutes and I'm back to the original hold message...
2 years ago
Reply from Brinks Home Security
Hello, thank you for letting us know about the issues you are having with your account. I would like to look into this for you but am unable to locate your account. Please send us an email at socialmedia@brinkshome.com with your account information and we will be happy to help you find a resolution. - Juana H
Nov. 24th, 2021
Jay La Mesa, CA
This review would be ZERO STARS if I could! Our system was installed on 11.09.2021 the very next morning I got a alert that the front door lock jammed. When I checked the front door it was locked but the app said it was unlocked. I called support and spent almost 2 hours on the phone with a technician trouble shooting it only to be told that a technician would have to be sent to repair it. Only problem was there were no appointments available until 12/11/2021. I have spent 6 hours today on and off hold trying to resolve my door issue and trying to acquire an insurance certificate without any success. I have completely wasted my time due to lack of customer service.
3 years ago
Reply from Brinks Home Security
Jay, thank you for reaching out about your recent issue with your account. We take all complaints seriously, and I am sorry to hear you had trouble. I would love to look into this for you, and work with you to reach a resolution. Please send us an email at socialmedia@brinkshome.com with your account information and any additional details you would like to provide. We look forward to following up with you. – Juana H.
Nov. 12th, 2021
Patricia Freeman Baltimore, MD
Today is October 25, 2021. I am writing my complaint while I am on hold. I am using 2 phones. I was trying to make sure my account was canceled.. I was on hold 12:05 to 1:15. I talked to Sandra, she suppose to transfer me to the manager. And the second person was Daniel, he suppose to transfer me to the cancelation department, I was on hold from 1:20pm and still holding on it's now 2:40.. I can see being on hold at least 15 minutes, not hours.. I will never get this matter taken care of. Now it's 2:43 pm. Then Carlos answer 3:03, I explained to him about canceled my service, now he us transfering me to the cancellation department. I am still on hold.. I will truly cancel my service and letting my friends and family to not use brinks especially being on hold for many hours. Customer service is unacceptable. No one should be treated like this and being on hold for many many hours.. I am not very pleased with brinks. I will no longer have confidence in brinks.and now it's 3:25 pm.. I was on hold from 12:05 to 3:25 pm., I did not have this taken care.. ms Freeman
3 years ago
Reply from Brinks Home Security
Patricia, we are sorry to hear that your recent experience with us was frustrating. Please know that we are sorry to see you go. Brinks Home takes protecting you and what’s most important to you seriously, and we are sorry to hear that you are disappointed in the services you received. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 hours for us to look into this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. – Juana H.
Oct. 26th, 2021
Eric Halverson Clovis, CA
A company is only as good as its Customer Service. I consider it extremely poor customer service when you place a service call and the earliest they can get there is three weeks. I definitely rate it as piss poor service when the Tech fails to follow instructions to enter gated community and leaves claiming "we missed the appt" and reschedules us for six days later without even asking if we'll be here.
It is especially terrible customer service when the client in question is recovering from a stroke while also fighting stage 4 cancer.
The whole reason we gave the Technician explicit instructions on the Gate Code & how to use the Gate Intercom if he somehow couldn't make the simple 4 digit code work is because that's how a person enters. Not using either and deciding to call the cell phone of the 86 yr old disabled person as the only option is VERY POOR Customer Service.
Then to make it worse I just spent almost 2 hours trying to get someone here sooner. The Brinks primary phone is an automatic 30 minute wait which in reality was over an hour before I disconnected that phone. Simultaneously I was using their TEXT SYSTEM that finally 30 plus minutes later connected with a person that accomplished nothing. Fortunately I had other phones in play & after speaking with four other people from two companies, talked to a scheduler who told me they don't have anyone in our area of 200k people until that later date.
Bottom line is dealing with Brinks who places Robo Call Phone Answering above actual humans and has so few technicians in an area with combined population over 600,000 leaves me doubtful that as a SECURITY COMPANY where FAST RESPONSE IS CRITICAL they are at all up to the task.
3 years ago
Reply from Brinks Home Security
Eric, we are sorry to hear that your experience with us was frustrating. At Brinks Home we aim to provide the best customer experience, I will reach out to reassure you we are here to help. We appreciate your time and patience and look forward to speaking with you soon. -Edwin Q.
Jul. 14th, 2021
Gary Shelley Bristol, VA
I only clicked on one star because zero was not an option.
The system malfunctions repeatedly. BEEP BEEP BEEP. Used to be that I could acknowledge the problem and the beeps would stop. No more. It eventually stops but last time it went on for close to an hour. Called technical support - waited on hold for over 30 minutes - no help at all - then put me on hold again.
NEVER sign a contract with this company. Talking to customer service is like speaking to robots - completely unhelpful - just repeating whatever line the company has trained them to say. System doesn't work - tough. Driving you crazy - tough. Raise your rates or fees in violation of the contract - tough.
For your sake do NOT pay these thieving scoundrels for crappy, malfunctioning equipment. Go ANYWHERE else for less than half the price, get equipment that works, and customer service that is helpful.
3 years ago
Reply from Brinks Home Security
Gary, we are sorry to hear that your recent experience with us was frustrating. We strive to provide you with an excellent customer experience, and appreciate you reaching out to let us know about your recent issue. I was able to locate your account and will reach out to resolve this. - Edwin Q.
Jul. 2nd, 2021
Roger Myung Woburn, MA
Brinks took over from our previous alarm company. It was cheaper than the original company, so that is a positive.
However, they are deceptive about renewals. We had a fire alarm go off, which triggered a call to the police and fire departments. When they got here, they asked us to call Brinks since the alarm was still going on. My wife called Brinks to do so.
Later, when we tried to cancel and move, they told us that during that call, we actually renewed our contract. When we asked for proof, they did not give any.
My wife has called multiple times about this, but they keep saying they'll review the call and call her back.
3 years ago
Reply from Brinks Home Security
Roger, we are sorry to hear about your recent experience with us. At Brinks Home your satisfaction is our top priority and I want to reassure you we are here to help . I will be more than happy to look into this and will reach out to you to resolve this matter. -Edwin Q.
Jun. 17th, 2021
Susan Flynn Woodbridge, VA
I purchased security from Livewatch about 7-8 years ago. They were great! Easy to get a hold of. Professional if they had to call and let you know there was an alarm going off. Text messages would go out before they called.
Since Brinks took over I have had nothing but problems:
*unprofessional when calling to warn about an alarm. My back-up person didn’t even know they were an alarm company calling to tell them my alarms were going off.
*extremely difficult to get a hold of anyone during an alarm going off and any other time that you need help or have questions
*hours on the phone to correct a very serious alarm issue (alarm would not stop arming itself)
*people you speak with are not knowledgeable about how it fix things and have to be told when to stop the police from coming (on the phone trouble shooting and they didn’t seem to understand that now they sent the police to my house)
*texting choices do not answer your questions or give you help
*many different numbers to call or text
*no email address as a contact
*hours...and I’m not kidding...hours on the phone to correct serious problems. Transferred to different people because they kept making mistakes. MANY false alarms because of THEIR mistakes
*no warning that when they are asking you to open the base unit an alarm is going to explode in your ears causing severe tinnitus, no apology for it, no care that it happened, and no direction has to how to turn it off being that they base station keypad wasn’t working to begin with.
I am trying to get out. I am switching to a new company.
3 years ago
Reply from Brinks Home Security
Susan, hearing of your experience with us is alarming to say the least. At Brinks Home, we strive to assist every customer effectively and we certainly apologize for any inconvenience this may have caused you. I would like to address every single issue that you are having and see how we can make your experience with us a positive one. I was able to locate your account with us and I will be more than happy to contact you directly to get this resolved. Please allow 48 to 72 hours to research this and follow up with you via phone or email message. I appreciate your time and patience during our investigation, and I’ll be in touch soon. - Daniela S.
Jun. 8th, 2021
km Los Angeles, CA
My mother's house has been sold for 2 years and they've been automatically deducting $50 every 2 months despite the account being cancelled and without an active police permit. I was on hold for 30 minutes before being told that I would have to call back on the same number the next day because the no one was available in the accounts department and because the so-called customer service department is only an in-bound call facility, they can't forward my complaint to anyone with any authority to call me back or give me a direct number to call without waiting. Can't imagine what would happen if there was ever a real emergency if they continue to bill even absent a police permit and don't have authority to call anyone. Luckily my HOA has private security, but if ever I needed another home security company, this experience has demonstrated that Brinks would be my absolute last call.
3 years ago
Reply from Brinks Home Security
Hello, thank you so much for letting us know about the issues that you are having. We would like to look into this matter further. I was not able to locate your account, if you can please send us an email at socialmedia@brinkshome.com we would gladly appreciate it. - Daniela S.
Apr. 9th, 2021
Gwen Rivers ,
I AM OFFICIALLY CANCELLING my services with Brinks and it has NOT been 24 hrs. I asked the service rep who's name was Tyson, if Brinks provided services that were not on a contract!!!!! I made it very clear that I was interested in not being on a contract. I had to learn through the reviews that Brinks provides something called Nest; and that is month to month. I was not offered this plan. Extremely Disappointed !!!!!! What I do not appreciate is the untruthfulness of this company. Take my credit card off of your files and please send me my CANCELLATION FORMS JUST AS QUICK as you sent the other docs to me. The customer service email does not work!!!!
3 years ago
Reply from Brinks Home Security
Gwen, we are sorry to hear that you want to cancel your account with us. At Brinks Home we never mean to make any request a difficult one and we act with the upmost integrity. I was able to locate your account with us and I will be more than happy to reach out to resolve this matter. - Daniela S.
Mar. 18th, 2021
Andrew Allen Seattle, WA
Brinks is a customer service nightmare.
You can ignore all the glowing reviews from those here who are happily using Brinks but haven't yet had to cancel the service. They don't yet know the brick wall they're headed toward.
When the time comes for you to cancel the Brinks service (as it will for everyone), this is what you can look forward to:
-- 1. First, you'll discover there is no option to cancel your service on the website or automated chat.
-- 2. Next, you will see there's an option to enroll in autopay on the website, yet there is no option to turn OFF autopay on the website or chat.
-- 3. Brinks will send no email notice before a payment is made—only after a payment has been processed.
-- 4. The only way to cancel your service is with a phone call—prepare to wait 30-60 min for an answer.
-- 5. That call then requires you to talk to their "Cancelation Department" which operates at reduced hours—call again later.
-- 6. Once you get through, the "Cancelation Department" is actually a "Retention Department" so get ready for the strong sell on why you should remain a customer.
-- 7. Then, you'll need to wait 2-3 days for them to send a simple email containing a "critical" document that "requires" your signature. Don't worry the sales agent will be unable to explain what's contained in the document. Note: there is a good chance you won't receive this email (as I didn't even though 4 increasingly desperate retention emails came through) which they will not resend unless you repeat steps 1-6.
-- 8. Once you receive the "critical" document, it turns out to be yet another veiled retention tactic (no surprise)
-- 9. Once signed and returned, it will then take 30 days to "process" said document ensuring you will pay an additional unnecessary month—with no mention of any of this in their Terms of Service.
It's been 3 months, and I'm still working to get my service cancelled and funds refunded. I've seen bad customer service but Brinks is, hand down, the most predatory I've ever seen. It doesn't matter how good you are at what else you do if you can't treat your customers right when it's time to say goodbye.
---- UPDATE: Brinks replied with their stock response from "Daniela" (that I've received 4 times now) promising they'd happily reach out to resolve the issue. A week later, and still nothing.
3 years ago Edited September 14, 2021
Reply from Brinks Home Security
Andrew, we are sorry about your most recent experience with us. At Brinks Home our main goal is to provide the best customer service experience and we would never mean to make any request a difficult one. We would love to look into this matter further. I was able to locate your account with us and I will be more than happy to reach out to resolve this issue. - Daniela S.
Mar. 5th, 2021
Arthur B Columbia, SC
Absolute terrible experience with customer service and Brinks. First I was originally with another monitoring company before Brinks took over. In total, Brinks had 6 years with my account. While living at my residence, other companies had approached me about new technologies (cameras, automatic door locks, web interface capabilities, etc). Never received a call about any of these upgrades while being with Brinks. Also, each year I was with Brinks, my monthly rate kept going up with no added features from the company (I only have my service monitored for $50 per month). When I recently moved from this address, I was asked to sign a docu sign agreement to get out of my contract. The contract was very vague and it stated I would be subject to cancellation fee's and additional payments to possibly cancel. When I sent an email back to have them clearly define what these possible "fees" were going to be, of course crickets. No response from Brinks. I submitted my cancellation in December. (Also, I haven't lived in that residence since October) They did not process the cancellation until January 4th. So what do I recently find out? It takes 30 days to process cancellations so because they processed on the 4th of January I owed for both January and February because the 30 day time limit is based on when Brinks processed my cancellation. Oh, an an additional kicker was they went up on the monthly for 2021. So I owe 2 months at the increased rate. When talking to customer service and asking if I could speak to a supervisor (I had already went through customer service on my prior calls in December and January with no resolution), the rep told me that there was no supervisor on hand. I had to demand that a supervisor (when available) call me back which I seriously doubt will happen. I find it truly amazing that companies like this that can't act professional from beginning to end wonder why they can't retain customers. I have taken surveys for them so they can improve their company but it really doesn't matter if they don't do anything with the information. The one good thing about the internet these days is that it allows a platform for customers to relay their experiences both good and bad so consumers can make an informed decision. I also happen to give great reviews when I feel like companies go beyond to make their customers happy. I truly appreciate when people take the time to communicate their experiences so consumers can make the best choices to the companies that offer their services out there. Its not hard Brinks. The more positive reviews you receive the better your products and service sells. It only takes the company to realize that if you treat your customers well all the time and not some of the time, then people will be highly respective of your company.
Update- 2/11 - was contacted by Brinks immediately from CS to contact them regarding not finding my information. I sent email that same day with all my contact info for the address in my posting. No return to email. Sent a follow up about asking for an update on my issue. No response again. Just making everyone aware that the response to my post was immediate to reach out and help me but no further action was taken after that. Just a response so the viewers could see they responded to my post quickly but did nothing to follow up and resolve this issue for me. Don't be fooled!
3 years ago Edited September 14, 2021
Reply from Brinks Home Security
Arthur, we are sorry to hear about all the inconvenience on your account. At Brinks Home Security we always up with the upmost integrity. With that being said, we would like investigate this matter further. I was not able to locate you account. If you can please send us an email at socialmedia@brinkhome.com with your account information so we can further assist. - Daniela S.
Jan. 19th, 2021
Shonda D Danville, AL
Brinks took over my other security system. Since than it has all went down hill. They said I would be able to move it free of charge when I moved. Well I moved and than they tried to make me pay for my old address and didn't want to change it to my new address. I told them I would not pay for someone else to have a security system! I finally got them to switch it , but than they started billing me in someone else's name, so no I did not activate at my new address, again I am not paying for someone else's account! They tried to make me sign a new contract, I asked why in the world would I sign a new. Contract I have already fulfilled mine. He said to have it back in my name I would have to sign a new contract. No! That is not my fault brinks started billing my account in someone else's name. I said forget it cancel it. He told me u would have to pay the balance of 69.99 and if I didn't do so every month will continue to go up. I again asked why would I pay for someone else's services when I didn't even receive any services. My family has been unprotected because of their mistakes and I'm suppose to pay for it! Why? And to top it off they can't even get my address right. Again why would I pay for services I am not receiving. I have tried since I moved in September 2020 to get this straight and still they can not. My daughter has been in the ICU and they say that is not their problem. Well no it isn't, but why add more stress onto anyone when you are thinking your family is safe at home protected while in the hospital?! Note they were not protected after all! They are still refusing to cancel my account and telling me they will send me to the credit bureau. They should see this is an easy lawsuit, since one your not billing me, some stranger, two you can't even get my address right. I want this canceled!
3 years ago
Reply from Brinks Home Security
Shonda, we are sorry to hear about your recent experience with us and we thank you for bringing this to our attention. At Brinks Home Security we aim to provide the best customer experience and I want to reassure you we are here to help. I was able to locate your account and will reach out to you. - Edwin Q.
Jan. 5th, 2021
Huong Cornelius, NC
They deserved to have a negative rating . We used to have time warner security which had an excellent services but once they sold their service to Brink. This Brinks company is so bad . They never contacted us when alarm’s battery was dead. They never called us back to check if we are ok when our alarms went off. When we contacted them for complaints, they said they are not able to help because they are from the sale department and transferred us to a number said that the office was closed ( only open from8-5).
It is a horrible services. They are taking our money monthly and didn’t even monitor the service. I will report this company to better bureau business
Don’t ever use this company.
3 years ago
Reply from Brinks Home Security
Huong, we are sorry to hear about your recent experience with us. I would like to take this opportunity to let you know that at Brinks Home Security we aim to provide the best customer service and regret any inconvenience we may have caused you. 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. - Edwin Q.
Jan. 4th, 2021
Lisa Nazzaro Port Saint Lucie, FL
My driveway camera went down and it took me 3 weeks to get an appointment with them to come fix it. On the day of the appointment they never showed up. When I called, they said they thought it was on "Saturday. " I know I didn't make it for Saturday because I was involved in a Holiday craft fair that day. I called back to try and reschedule, but they never called me back or tried to reschedule. When I finally got them on the phone, I told them I wanted out of my contract because I didn't trust them anymore. They offered to give me half price for the next 2 months and send a tech out. Seriously??? When you don't trust your security company what good is it? This is also the second piece of equipment that I had to have fixed in the first year. In the end, they made me buy out the last 16 months of my contract...over $600! Unbelievable.
3 years ago
Reply from Brinks Home Security
Lisa, we are sorry to hear that there are some confusions about your account. At Brink Home Security we strive to do better than we were the day before, and we want to rectify the situation. I have located your account with us and will investigate this matter, and then reach out to you to resolve any misunderstandings. – Daniela S.
Dec. 23rd, 2020
Jeff Clark Columbus, OH
My 88-yr-old mother and I called to cancel her Brinks service because she was moving into an elder care facility. After extended waits and lengthy info gathering, they finally told us cancellation had to be completed online. We did, and Mom moved away. Brinks then sent a letter saying they couldn't cancel because she had "only" paid 57 months of a 60 month contract! I called Brinks to straighten it out - no such luck, including with the supervisor. They insist on proof of residence from the elder home, and even then don't promise they'll cancel the last three $50/month. Yesterday I jumped through this fourth hoop and got a letter from her facility that I sent to Brinks. No response from Brinks.
I don't believe the problem is just with the individuals I talked to. The experience of most everyone in online reviews is the same - Brinks' conscious policy is to drag cancellation out so they can squeeze the last dollars out of even long-time customers, including elderly ladies and their families who have a lot more to worry about than the grubby tactics of this corporation.
I have to believe there are other security system services that are more honorable. Don't sign on with Brinks.
3 years ago
Reply from Brinks Home Security
Jeff, we are sorry to hear about your recent experience with us. I would like to take this opportunity to let you know that at Brinks Home Security we aim to provide the best customer service and regret any inconvenience we may have caused you. I want to reassure you we are here to assist and will reach out to you regarding this matter. -Edwin Q.
Dec. 23rd, 2020
Deborah ann Hart Memphis, TN
My system was acquired from Protect America some months ago by Brinks. Since that time I have had alarms which were not responded to by Brinks. The last alarm was on the 4th of December 2020 which could not be silenced at the little box Brinks supplied. Calls to customer service resulted in my being advised that the system in my home has not been tied into the monitoring system at the Brinks central office. This means that for all the time I have been paying for alarm response, I have been in unprotected because the Brinks Co. has not been monitoring my home. I got a bill for over $100.00 for what they have not provided. I will most certainly be seeking refunding of my payments and response as to why I should not bring suit for their placing my home and my family's safety at risk!
3 years ago
Reply from Brinks Home Security
Deborah, At Brinks Home Security we aim to provide the best customer experience, we are sorry to hear that this was not the case. We do take these matters seriously and I would be more than happy to look into this. I was not able to locate your account, if you could please send an email with your account information to socialmedia@brinkshome.com , I will reach out. -Edwin Q.
Dec. 11th, 2020
Brian P Atlanta, GA
UPDATES: Adding insult to injury on the way out the door.
- When you fill out your paperwork to confirm that you are cancelling your account (digitally sign), you are then put on a call list, where Brinks will get an Indian guy named bob to call you EVERY SINGLE DAY, saying that 'you need to complete your account closure, will you please hold for an account manager'. Well, considering I don't know bob and he is calling from an unknown number in the Texas area code, I am not going to hold and give my personal info to anyone. After the fourth or fifth time this happened, I hung up, and called the Brinks main number, got immediately put back through to the Loyalty department since my account is in closure status I guess, and just explained to them what was going on. They confirmed that no, I do not need to do anything else to close my account, and yes, I am on a call list, but they will remove me from it now. Gee, thanks...
- You can't just close your account, it is put into a 'closure' state for 30 days from the time they get your paperwork back. And for those 30 days you are on a call list ^. You are also still paying for services during those 30 days, even if you have already physically disconnected your system and thrown it in the garbage.
- Just for one last kick, they sent me a paper bill for my final statement saying they are giving me back $30ish of my final month's payment, cool, but there is a $2 paper statement fee on there...I have never received a single paper statement from them prior to this one. I did not ask for this paper statement, why am I paying you $2 for it?? Garbage company...
I was originally a Power Home Technologies/MONI customer, before Brinks took over/bought out. Prior to Brinks involvement, I had no issues with my service at all. After Brinks took over, I had nothing BUT issues.
- Price hikes every single year (up to $56/mo now)
- Company will not disclose management code for the panel that I bought and paid for, so I can't do anything like change volume, rename sensors, add or remove sensors, etc. without paying a $100 service fee to get a technician out to do it for me.
- The app was changed from MONI to Brinks and subsequently became much less responsive. Time between hitting arm or disarm on the app and the panel responding varies anywhere from 5-10 seconds up to several minutes or just not working at all.
- When replacing batteries, the open/closed status of sensors gets out of sync between the app and the panel, which leads to all kinds of problems. Again, can't do anything to fix it without paying $100 to send someone out.
- After the switch, for whatever reason, the talking volume of the panel got cranked up to 100+ decibels, so if your system goes off and you need to tell them the passphrase to not send the police, you have to shout as loud as possible from several rooms over to not go deaf. They are so loud that they are completely unintelligible. Want to change it? Yep, $100 service fee.
- The couple of times we have tried to call them to let them know we are going on vacation for a week and to not try to call us because we will be unreachable in case of emergency, it took 30+ minutes of waiting on hold to get someone on the phone.
- Trying to cancel my service now that my insanely air-tight contract is finally over, and the 'Loyalty' department is only open 8-5, M-F, so I will have to take time off of work to call them to cancel my service. Technical support and customer service both told me that they aren't allowed to turn off or disconnect my system without first getting approval from the Loyalty department.
Terrible company, just makes me miss the company we actually purchased service from to start with. Switching to SimpliSafe as soon as I can get Brinks to finally turn off my system.
3 years ago Edited September 14, 2021
Reply from Brinks Home Security
Brian, the recent experience described in your review is shocking, please know that this is the exact opposite of what we strive to provide for all of our customers. Here at Brinks Home Security your safety and satisfaction is our top priority and our response time is amazing. With this being said I would be more than happy to look into this matter, unfortunately I have not been able to locate your account. If you could please send me a direct email to socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. -Daniela S.
Dec. 8th, 2020
Maria Pereira Orlando, FL
Terrible customer service. Stay away from brinks home security. I have been monitored by Monotronics for about 16 years , (great company btw... ) when the company was turned over to Brinks home security everything went downhill. My alarm system stopped working in October 19, 2020 due to a power outage. When I noticed that the alarm Was not connecting to the company I call them and they try to fix it but no luck . At the time I told them to suspend the service since I was going to be out of town and when I came back I tried calling them back so they could fix it. Because I wanted to shop around I told them that I wanted to cancel service and if I decided to stay with them I would call them back. Was never told that I had to fill out a form in order for me to cancel. When I decided that I didn’t want to stay with them call them back Told them that I wanted to cancel again and not stay with them. When I finally realize that I needed to fill out a form to cancel was when I spoke with them for the fourth time and many hours of waiting to be able to speak with a human. I finally fill out the form and send it to them and they said that they were going to cancel the account and give me the refund for the month of November. Because I never received a refund I called them back today and they said they were not going to give me the refund and I also found out that they are charging me $20 more for I don’t know what. These $20 are a charge that is pending on my credit card . Today is December 1st and I don’t know what is this for since I cancel this account beginning of last month and I try cancel way before that and they persuade me to stay with them and never told me that I needed to fill an application for cancellation. For that reason I feel that this company is a thief and trying to rob people of their very little means of survival! So what I had to do now is dispute the charge on my credit card and block this company from accessing my credit card in the future because after I told them to stop automatic withdrawal for monthly charge , they kept charging me for the service that I am not having and They are not providing to me.
3 years ago Edited September 14, 2021
Reply from Brinks Home Security
Maria, thank you for reaching out. At Brinks Home Security we aim to provide the best customer experience, we are sorry to hear that this was not the case. We do take these matters seriously and I would be more than happy to look into this. Unfortunately, I was not able to locate your account, if you could please send an email with your account information to socialmedia@brinkshome.com , I will reach out. -Edwin Q.
Dec. 2nd, 2020
Sarah Lukin Anchorage, AK
We originally installed our security system 10 years ago. The service has been sold to a few different companies since then. It's now owned by Brinks. For over $60 a month we get zero service so I decided to cancel it. I sat on hold for 20 minutes to talk to a human. I talked with a customer service person on Nov. 9 to cancel the service. She said to do so I had to complete a survey. I declined and said I just wanted the service canceled. She ignored my request and started the survey anyways saying I cannot cancel my service without first completing the survey. Then partway through the survey the "connection went dead". She never calls me back. I'm not going to call back and sit on hold another 20 minutes. I check my checking account today Nov. 23 to find they've charged me another month for a security I canceled on the 9th. I call customer service....I again provide all my account information, including my security passcode to verify my identity... The customer service representative Carlos says my account was never canceled and so he starts the process with me on the phone. In order to cancel my account he has to email me a form which I have to complete and return. Then the service will be canceled in 1-2 weeks. After that I can dispute the charge made on Nov. 23. While I appreciated Carlos, he was helpful and he’s just telling me company process/policy, all I can think is
“Are you serious? What sort of company operates like this?” I have never dealt with such a horrible convoluted situation. I cannot recommend enough -- stay far away from Brinks Home Security!!!!
3 years ago
Reply from Brinks Home Security
Sarah, we are sorry to hear about your recent experience with us and we thank you for bringing this to our attention. At Brinks Home Security we we do take this matter seriously. I want to reassure you we are here to help, I was able to locate your account and will reach out to resolve this. -Edwin Q.
Nov. 24th, 2020
LightninLance Denver, CO
I canceled my service with Brinks. I received a bill for $0.00. I also received a letter asking me to consider Brinks for my future security needs. 18 months later I began getting phone calls telling me I owe Brinks a lot of money for service on a house I no longer own! Brinks made a mistake and now they are harassing me with as many as 6 phone calls a day. I had my payment taken from my bank account automatically every month. I had to pay my bank to stop this automatic withdrawal. I took many steps to stop service but they still began charging me again without my knowledge on a home I have not lived in for almost 2 years. I would give them a zero star rating if that was an option. I would only recommend Brinks to someone I do not like! Avoid this company at all costs!
4 years ago
Reply from Brinks Home Security
Hello, sorry to hear of your recent experience with us as it is the complete opposite of what we strive to provide all of our customers. Here at Brinks Home Security, we care about your satisfaction and regret any inconvenience we have caused you. We would gladly appreciate it if you send us an email at socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. – Daniela S.
Nov. 3rd, 2020
Yonca Copper San Antonio, TX
Terrible Terrible Terrible company!! Do not work with this company as they do not value their customers.As I previously mentioned Brinks did not protect my home when my alarm went off middle off the night they didn't even bother to call the police. Executive department has contacted me with all bunch of excuses with no apology. After sharing my experience online she has called me back stating they will send a tech to complete maintenance for the sensor further advised me that they will accommodate and place a broken window sensor at my house. Just to find out they charged me for the sensor issue with their own device!!! On top of that new sensor they have placed at my house keeps going off and when I called to asked for sensor to be adjusted I was yelled by Executive department team member and she didn't even bother to schedule a tech visit. PLEASE PLEASE DO NOT WORK WITH THIS COMPANY. THEY ARE DISRESPECTFUL, THEY DONT CARE ABOUT YOUR SAFETY AND CUSTOMER SERVICE EVEN EXECUTIVE DEPARTMENT CALLS AND YELLS YOU!!
4 years ago
Reply from Brinks Home Security
Yonca, hearing of this recent experience with us is alarming to say the least. At Brinks Home Security, we strive to assist each and every customer effectively and we certainly apologize for any inconvenience this may have caused you. We would be happy to investigate this matter further and provide an amicable resolution.-Daniela S.
Nov. 2nd, 2020
55kat Colton, CA
If I could give less then 1 I would. They convinced my godmother to switch to them and promised the best. Her system was installed wrong and kept beeping all night long. We had to call MULTIPLE times and every time they promise to check with the technician and call us first thing to schedule. Every time I have to call for an issue I need to call a minimum of 3x to actually get something done. I’m currently on hold again because I called them Saturday to fix this issue, they already said they would do it on the previous call, they told me no problem first thing Monday they would call to schedule when the technician would be coming this week. It’s now Wednesday and we have yet to hear from them so once again I’m on hold with them, it’s been 37 minutes so far. They are absolutely horrific. Based on the experience we have had every time we have had to call I will never recommend this company to anyone and I encourage anyone considering this company to choose literally ANYONE else.
4 years ago
Reply from Brinks Home Security
Hello, thank you for reaching out and bringing this to our attention. At Brinks Home Security we want to make sure very customer is satisfied with their service and we are sorry to hear that this was not the case. If you could please send your account information to socialmedia@brinkshome.com, I would be more than happy to look into this and reach out to you to resolve. - Edwin Q.
Oct. 30th, 2020
Ron Bowers Tallahassee, FL
With change over from Protect America Brinks botched the billing and said American Express refused charge for the first month after change over. I only noticed it because they put a late fee on charges, but no indication of what month as been missedLater they said it was August. I protested that American Express, which had been paying the bill all along with Protect America would not suddenly refuse to pay unless the billing was botched and that American Express paid as usual the very next month, so only one month was missed. I said I would continue service if Brinks removed the late fee and the “missed” month charge. They refused and would not connect me to a supervisor. So I said cancel service. Then they said would owe 8 or nine months of fees for a a cancelled contract. I said no way, I never signed any contract. So this stupid episode has cost them a customer. In addition I had a breach, an intrusion and they never called, so there is a failure to perform anyway. Security companies are nearly a scam anyway, in my opinion.
Since I own the equipment, I’ll rig it to notify me directly for a breach and call 911 myself.(I’m, an electrical engineer).
I’ll never do business with Brinks and I do not recommend them.
R.E.B, MD
Florida
4 years ago
Reply from Brinks Home Security
Ron, we are sorry to hear about the experience that you had with us. At Brinks Home Security, we care about your satisfaction and please know that we always act with the upmost integrity. I was able to locate your account with the information provided and I will be happy to reach out to you to resolve this matter.- Daniela S.
Oct. 21st, 2020
Veteran67 Lakeland, FL
Had Brinks for awhile. Was expensive at first and called to cancel but they offered me a lower rate so I took it. Called today to cancel since I installed my own security and told me I still had 431 months left on my contract. I never signed any contract and she said I agreed to it over the phone. never agreed to anything and asked her to get a copy of the phone call which she said she will do and get back to me. If I made a verbal agreement like they say I did, they either tricked me to say it but heck, I'm old and who knows if I'll even be around 3 years from now so why would I agree to that. I also know by law that a verbal agreement is invalid. I never signed one the first time I got Brinks and when I called to cancel the first time, no contract was ever mentioned. They don't care about you or me, just like all companies, they just care about the almighty dollar. The heck with Covic 19 financial problems with the public.
4 years ago
Reply from Brinks Home Security
Hello, we are sorry to hear that you have not had a pleasant experience with your request to cancel. At Brinks Home Security we strive to provide great customer service and when one of our customers feel that we have failed their expectations, it is important for us to know. If there was any misunderstanding from our end, we would like the opportunity to resolve that. We would gladly appreciate it if you send us an email at socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. – Daniela S.
Oct. 7th, 2020
