Brinks Home Security Reviews
7.9
Overall Score
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kenneth harris Dallas, TX
We had Brinks for 7 years. We were planning to move out of our home and they refused to disconnect our service although we were not under contract. We stopped payment and tried to close the account. After finally coming to an agreement we paid the final balance and sent them a nasty gram to disconnect services. They did but with a nasty response. They immediately tururned off services and charge for an additional month because we are to give a 30 day notice. They immediately sent a collection notice. Sorry we will not paying if you turned of service. If I'm obligated to give notice, they are obligated to provide service. It gets worse, they lied to the credit bureau and reported that we had a lone for the amount for $250 and it was past due. Even worse is that the reported the loan on they day we settled and provided the credit bureau with no prior history.
4 years ago
Reply from Brinks Home Security
Kenneth, we appreciate you taking the time to leave us this feedback as it allows us to grow as a company. Please know that at Brinks Home we never mean to make any request a difficult one. If there was any form of miscommunication or misunderstanding from our end, we would like to rectify. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
Sep. 28th, 2020
Sal Pal St Louis, MO
I was a protect America customer. Brinks bought out Protect America so I asked brinks to mail me my new yard signs and window stickers back in April, it's now September 9th and I still haven't gotten my yard signs and all my window stickers. I told them that it shouldn't take 4+ months to get them, so I'm not paying for a service when I don't have all my equipment. Today I got a call saying I'm two months behind on my monthly payments and they tagged on a late fee to boot. I said to cancel my service and they said that it would take 72 hours to get a cancelation email from them, and 30 days to actually turn off my service. They also said I would get charged the whole time it takes them to turn off my service. I never had any issues with Protect America! Now I'm going to go to ADT. Word to the wise, don't use Brinks security unless you wanna get royally screwed. It shouldn't take two days to send out an email, and it shouldn't take a month to turn off my service. And to top it off, they seemed very content on losing a customer with an excellent payment record for over 8 years.
4 years ago
Reply from Brinks Home Security
Sal, We are so sorry to hear of this recent experience with us. Please know that we would never mean to make any request a difficult one. I am happy to look into this matter further. I have located your account and I will be sure to reach out to you by tomorrow. -Daniela S.
Sep. 10th, 2020
althelia leach Grayson, GA
I have to say that I am so very DISAPPOINTED with your company. We had another company that was monitoring our home, and then the company apparently was bought out by Brinks. Lightning hit our home and it knocked out the system. I called brinks and advised what happened (after being on hold for an hour or so). The rep went through what needed to be done blah blah blah. Tech comes out to install everything, all is well. We left to go out and amared the system . Minutes later we get a call stating that the alarm went off. Confused as to why this happened, because there was no one home. Get back home to check it out. The motion detector at the front door does not even light up when there is motion in front of it. Sooooo, we are confused as to how and why would it set the alarm off. I called your HORRIBLE CUSTOMER SERVICE, DID I MENTION HORRIBLE, and was on hold again for a very long time, got transferred and then disconnected. Fast forward to today. Had to call back last week to have a tech come out, and got the appointment set for today. was advised a window of the tech showing up between 8am to Noon. Hmmm, it's 1:26pm and no one has shown up and or called. I call customer service, speck with a rep and he says let me locate the tech and see what's going on. He placed me on hold for 30mins and never came back to the line. I disconnected the call and called back. And, I got Jamahal, he was the first rep that was very polite, and professional, anytime he had to place me on hold he advised me and came back every 2 mins to say he is still checking with the tech. He stated that the tech says he will not be able to get here until about 5pm. My thing is why in the world would he not contact me and say that he is running behind. I have been sitting in the house all this time, and now I have to sit here even longer. This is so unfair, that you all give a window of when the tech should come out, but, then never call to communicate anything. If I had to do do this all over again, I would not have chosen your company. Very Very unsatisfied!!!!!! BTW, you all dont have a problem with snatching the monthly payment from our account.
4 years ago
Reply from Brinks Home Security
Althelia, At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. We appreciate you providing Brinks feedback as it allows us to improve as a company. Please know that we are here to help and would like to take a further look into this matter and ensure we provide you with a resolution. I have located your account with us and will be sure sure to reach out to you. – Juana H.
Sep. 10th, 2020
Marty Brister Casa Grande, AZ
I have been a Protect America customer since 2012. Everything about PA has been fantastic in every way. That is, until July 9, 2020, when many loyal customers were pawned off to Brinks. I went from 15 minutes max wait time for a Protect America service call, to over an hour wait time with Brinks- which, by the way, is a foreign call center. I am going to have to save my money so I can afford to buy a new alarm system now from another company. What a jerk move to pass off your customer base and act like to us that it's a good thing. And the only notification, an e-mail. Plus you automatically transferred my account collection to Brinks. I did not give permission for this, unless it was in the fine print. Maybe for PA Brass it is a good thing. Per the agreement, for the first 6 months you get $5 per account per month, then the next 44 months you get $25 per account you passed off. I'll be hanged if you get paid much for my transferred account. We trusted you.
4 years ago
Reply from Brinks Home Security
Marty, we appreciate you taking the time to leave us your feedback as it allows us to grow as a company. Please know that at Brinks Home Security your satisfaction means the world and would love the opportunity to turn this into a positive review. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
Sep. 3rd, 2020
sharon doherty Mesa, AZ
We have been with Brinks Security for a few years now. When our alarm went off accidently in one of the rooms, we tried to call the technical and customer support, to no avail as we waited 50 minutes only to find out that it was too late in the day for customer service and we should call back the next day. As for the technical support, we never got there as the waiting time was just too long. We called customer support the next morning (6am)and waited 20 minutes! We were told that we could wait longer if we call during midday!! The representatives did a great job in answering questions but the company does not care about its' customers. We will definitely cancel our service.
4 years ago
Reply from Brinks Home Security
Sharon, we are sorry to hear you want to cancel your services. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. I’d like the opportunity to take a further look into this matter. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
Aug. 14th, 2020
GDCox ,
I couldn't go lower than a 1 because it wouldn't let me! I was a Monitronics customer & Brinks acquired them. I didn't even know they acquired them until I tried contacting customer service +2 years into my Contract.
I used to respect the Brinks brand, but after I became a customer I found out differently. Brinks doesn't work with its customers or provide the customer with earned value and they cheat & Nickle & dime you to death. When I moved I contacted them about moving my equipment & the told me to only move the sensors, cameras, alarms and leave the Main Alarm panel. When I called them to install the system the told me I had to pay for a new MainAlarm Panel & installation which would cost me $500 plus or they could extend my contract. By this time I was done with Brinks and paid up front. I'm addition they don't look out for their customers! Examples: after they bought out my Monitronics contract they increased the price at least 3 times over the +2 year balance of the contract up to $77 per month - ridiculous! Some of the equipment installed doesn't even last the length of the contract. The fire alarm & carbon monoxide alarms stopped working & replacing the battery did't help. After finally getting in touch with customer service I found out they had an expiration date and needed to be replaced. To replace the alarm I had to pay for it or they would extend my contract. No Thanks! Then when I had enough of them & my contract was fulfilled they continued to charge me $77 per month, but when I notified them I was canceling my service they told me since my contract was over they could change my rate to about $16 a month. Why didn't they do that when my contract was fulfilled as an example of customer appreciation? Then to top it all off they said my contract required me to give them 30 day written cancellation notice. I told them if my contract had expired & I was paying by the month, why did I have to provide written cancellation notice? They said it was policy? I beg to differ, it was another way to get another $77 out of me. I wanted to be rid of them so bad I sent in the cancellation notice. After the 30 days passed on Aug. 7th I noticed a $23 charge to my bank account. They said they didn't receive my notice until July 8th & the charge was a prorated charge from their end of the month until 30 days after they received my notice which was from July 30th thru August 8th - cheated me out of some more money. I will never, never, never recommend or be a Brinks customer again.
Dissatisfied 5+ year costumer.
4 years ago
Reply from Brinks Home Security
Hello, at Brinks Home Security our customer satisfaction means the world to us. We strive to ensure our customers are satisfied with us whether they are cancelling their services or not. We never mean to make any request a difficult one. I'd like the opportunity to take a further look into this matter. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. - Juana H.
Aug. 12th, 2020
Jay C Margate City, NJ
WORST CUSTOMER SERVICE EVER!!!! We had 2 systems from Protect America, who did a great job with customer service. If they were busy, their system gave you an option where it would call you back and keep your place in the queue. Brinks bought Protect America, so now I've had a chance to experience their service. Need technical service?? Good luck!! It will take you well over 30 minutes to get someone on the phone no matter what time you call. And if you have Protect America equipment and you have a problem, you are screwed. Their technical people (who are based in Mexico and other foreign countries) know nothing about the PA equipment. And that's when you get to them. They have a horrid phone menu that has options that just dump you into limbo. A security system is something that is supposed to make you feel safe, but how can you do that knowing you can't get any help from them if something isn't working properly?? Save yourself the aggravation, get a system somewhere else!
4 years ago
Reply from Brinks Home Security
Hello, thank you for taking the time to leave us your honest feedback. At Brinks Home we take this type of matters very serious as your security and satisfaction is our priority. I would like to reassure you we are here to help, and I’d like the opportunity to take a further look into this matter. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
Aug. 10th, 2020
Jennifer Miller New Port Richey, FL
Brinks took over protect america last month and in the process I got kicked off my own account that I took over from my ex husband over a year ago when he moved out of our house. I accidentally set my alarm off two nights ago and didn't get a call from Brinks but instead got a call from my ex husband saying HE got the call from Brinks. Weird since he hasn't been on the account for over a year. I called brinks the next day and they said I'm not even listed on the account and they show my ex husband is the account holder. I told them I already took over the account over a year ago. The lady told me that in the process of switching from Protect America to Brinks they must not have received updated information and she also told me I am not the first person to call about this. I get handed over to someone else to do a "new owner takeover". The guy takes my name, email and phone number and says he is emailing me a "new owner takeover" form to e-sign then they can put me on and take my ex husband off, fine. I get the form, which is actually a contract, which has 32 recitals I have to agree with, one in particular being that I am giving them permission to increase my monthly bill. I was with Protect America for years and have paid the same amount every month. I told them I am not going to sign the contract. How are you going to take over my account, then kick me off and ask me to sign a contract to get back on my own account? They told me my only other option was to ask my EX HUSBAND to add me to the account...MY account, for MY house that he does not live in anymore. What a bunch of bull! I also received the run around from two people I talked to, both telling me one thing then something else later. Bunch of liars and scammers. Today I called to cancel the service and they told me I cannot cancel and that my ex husband has to and I still have to pay for service for 30 days after he signs the cancellation form even thought I have NOT signed a contract with them!!!
4 years ago
Reply from Brinks Home Security
Jennifer, we are sorry to hear of your recent experience. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. Please know that we are always here to help and would be more than happy to take a further look into this matter. If there was any form of miscommunication or misunderstanding from our end, we would like to rectify that. I have located your account with the information provided and will be sure sure to reach out to you by Monday. – Juana H.
Aug. 7th, 2020
Elyse Rotondo Riverside, RI
first night glass alarm trips and police are sent to our home. Have not turned alarm on since. Asked installer to come back out. He told us to fix it ourselves. then Brinks charges me $1150 for equipment that was originally quoted at $700. Shady company. We will do every thing we can to get out of this contract which is not even a contract bc I never signed anything. It's a verbal/email contract. Stay away from this company!!!!!! Monitronics was okay. Should have looked for someone else when they were sold to brinks which btw increased our Monitronics cost of $30 to $50 with no notification.
4 years ago Edited September 14, 2021
Reply from Brinks Home Security
Elyse,thank you for taking the time to leave your honest feedback. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. Please know that we are committed to be fair and honest with all of our customers. 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 reach out to you. – Juana H.
Aug. 5th, 2020
Christena Dammen Janesville, WI
Brinks home security first off lies when they initially talk to you & hook it up they promise to hook up certain thing then when they show up they don't have half of what the say will be hooked up when you call them to find out when they will bring the rest of the things they tell you it costs more
We have had 2 faulty panels that had to be replaced after the police were sent out & we got stuck with false calls a total of a $150
Now we have a false fire alarm that keeps going off
This is the worst home security system out there
When you have a problem you will sit on hold for at least an hour Everytime we have had a problem that has been the case
I will be so glad to get rid of this company
4 years ago
Reply from Brinks Home Security
Christena, we are sorry to hear about your experience over the phone and that your system is not working properly. At Brinks Home Security we care for all our customers and the protection of their home. We always act with the upmost integrity and apologize you are having system issues, and by any means we never mean to make any request a difficult one. Furthermore, I would like to investigate this matter myself. If you could please send us a direct email to socialmedia@brinkshome.com, I will be happy to further assist in the resolution of this matter. -Daniela S.
Jul. 15th, 2020
Shari Guy Orleans, CA
We where with Alliance Home Security when Brinks bought them out. We have had many bad experiences with Brinks. First I found out that we weren't even being monitored by Brinks, they needed to update the equipment which we where told would fix the problem. I then had problems with the indoor camera, at this time it is still not working.
Now the smoke detector is not functioning properly. I am being told that it is not notifying them of any problem therefore it is one of the house smoke detectors and not there equipment. Tec support can only tell you what they read from there book, and depending on who you talk to can be very rude. Customer support I would have to say is even worse. She actually has us dismantle parts of the control panel and then clip the tie that was keeping the plug from being unplugged.
I am not even sure if we are being monitored at this time.
I want out of this contract and this inept company.
4 years ago Edited September 14, 2021
Reply from Brinks Home Security
Shari, hearing of your experience is alarming. At Brinks Home we take this type of matters very serious as your satisfaction is our priority. I am truly sorry to hear you have been having problems with your security system. I’d like the opportunity to take a further look into this matter to ensure your system is working properly. However, I was not able to locate your account with the information provided. If you could please send me an email at socialmedia@brinkshome.com I would be more than happy to reach out to you. – Juana H.
Jul. 13th, 2020
D. Washington New Windsor, NY
Equipment was always failing to function and disconnecting with the network. Mini panel fails to protect daily by shutdown between 2 - 3 A.M. I complained but the representative failed to address the problem. Now. The company has crashed without anyone to help. Its disgraceful. And, you are bonded by a contract that you are required to withhold despite the lack of service. Camera also failed to work through my cell phone.
NOT AMAZING !!
4 years ago
Reply from Brinks Home Security
Hello, 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 are here to help our customers with any issues that they might have. With that 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.
Sep. 3rd, 2020
I Give Up Endicott, NY
I found my Time Warner Security system no longer being monitored. Tried calling Time Warner but found they no longer existed. I scrambled to get a security system and went to ADT. A week letter I got a letter that Brinks purchased Time Warner. I spent 4 weeks trying to contact Brinks. I paid the bill so they wouldn't report me to the credit agencies. When I finally got through, I had to sign a cancellation form that will not become active for 30 days. So there's another monthly bill I had to pay for service to protect my credit even though THEY WERE NOT MONITORING my system because it was removed 2 moves ago!!!! They didn't even know it was disconnected!!!! I would recommend them to people I don't like.
4 years ago
Reply from Brinks Home Security
Hello, we are sorry to hear that your experience with us has not been a pleasant one. Here at Brinks Home Security we have a cancellation process to follow of 30 days, this allows us to notify your local municipalities of the cancellation. Regardless we want to ensure each customer is fully satisfied which is why we won the JD power award for customer satisfaction. Unfortunately, we were not able to locate an account based off of the information provided. If you could please send us a direct email to socialmedia@brinkshome.com and I will be happy to reach out to you. -Daniela S.
Jul. 8th, 2020
Faith Wishnie ,
Brinks Home Security is the WORST company in the world. I will never ever do business with them again. Not only that, they are a complete and utter scam. I had ADP and was very satisfied with the service. Then one day I received a call from someone telling me that ADP was bought out by another company and they needed to install new sensors and would install a free RING doorbell as well They come install it and say tell me that I need to sign a contract which I do, and after its all said and done I'm told its binding me to 36 months or something like that. My choice was to have them remove the sensors, have ADP come back and reinstall theirs etc etc. or just live with it which I did. Then I have to move due to Covid and live temporarily with my sister in another state. And Brinks tells me I will owe them $1900 if I don't transfer the service. I tell them I don't have a house to transfer it to. And they continue to charge me monthly. They record all their calls and I asked them to pull up the recording of the very first phone call I had with them where they told me they were a company that bought out ADP. Suddenly they have no way of doing that. They suck!
4 years ago
Reply from Brinks Home Security
Faith, thank you for taking the time to leave your honest feedback. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. Please know that we never mean to make any request a difficult one. 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 reach out to you. – Juana H.
Jul. 8th, 2020
Mark Lake New Orleans, LA
I started with US Alarms where I was under the impression I was signing 2 year contract. Next thing I know US Alarms is out an in court facing lawsuits, and another company took over. Then out of nowhere my app and information changed to Brinks. I've tried several times to contact them and get out of my contract, to which they told me was a 5 year contract and would cost me $1200 to get out of, regardless of how long I had left on my contract. Aside from that, the doorbell camera is AWFUL! It never works correctly. It either goes off every 30-60 seconds for no reason, regardless of where the motion sensitivity is, OR it doesn't work at all. I either have max videos recorded in a day, or i don't have any videos recorded for a month. Currently my app tells me I don't have a doorbell camera at all so. And customer service is a joke. They are very little help, want to charge you for everything, and usually their answer to their failed equipment is to upgrade to something new. Needless to say, I cant wait to be done with this company, and would not recommend to anyone.
4 years ago
Reply from Brinks Home Security
Mark, we are sorry to hear that are wanting to cancel your services with us. We always strive for the best in customer satisfaction and we apologize if this was not the case. In regards to the contractual agreement we would never extend the contract without our customers explicit authorization. With that being said, we want to take a further look into this matter to ensure we provide you with a resolution. If you could please send us a direct message to socialmedia@brinkshome.com with your information I would be more than happy to reach out to you. – Juana H.
Jun. 30th, 2020
Damian Lucero Colorado Springs, CO
Horrible money hungry company. I was getting charged more than necessary and when confronted they didn't care. Their contracts are long and make no sense. Customer service was down for months and no one responded back when they finally did I got the worst representatives. They did not care that I was scammed. Be aware that there is someone out there using the protect America name, you think you're paying something and it's going to scammers. They did not care at all when I addressed it. They did not once follow their policy that they don't charge military when they want to break their contract. We had PCS orders and they're supposed to allow us to cancel, they did the first time and then all of a sudden we started getting charge again. Military families don't contract with them!! Will never use them and would never suggest them to any poor soul.
4 years ago
Reply from Brinks Home Security
Hi Damian, Thank you for taking the time to leave us a review. We appreciate your feedback and sincerely apologize for your experience. We’re happy to answer any questions you may have about your account. Please reply via “Private Response” with the name and address associated with your account, and a member of our team will reach out to you once we verify your customer information.
Jun. 22nd, 2020
Burns Gonzales, LA
I was a Brinks customer for over 5 years. In April 2020, I was layoff, so I started cancelling some of the unnecessary home services. Brinks Home Security was one of those I cancelled in April. Thinking I would not be billed again because of the cancellation, NOPE, in May I received another direct withdrawal from Brinks. I called in May, to be told this would be my last bill! But what happened in June, YES another direct withdrawal from Brinks. Call June 8, the CR kept saying the same thing and wouldn’t or couldn’t answer why I was being charged in June for account that was cancelled in April.
As I read the reviews, there is one thing most of us have in common, Brinks continue to bill you after your account was cancelled.
I do not trust Brinks Home Security
4 years ago
Reply from Brinks Home Security
Burns, we are sorry to hear you want to cancel your services. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. Please know that we are committed to be fair and honest with all of our customers. I’d like the opportunity to take a further look into this matter to provide you with a resolution. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
Jun. 9th, 2020
Daphne Seaman Miller Mobile, AL
Beware! Do Not let the name sell you. Our alarm has went off when we were home. I got alarm notice via text. Police or Brinks did not call for clearance status. Remember, every time they make a house visit to fix something they installed, it will be $50. They also did not provide every thing listed in a contract of 3yrs. THEY WILL NOT LET YOU OUT OF CONTRACT even if they did not agree to what salesman informed as part of the package. Poor customer service.
4 years ago
Reply from Brinks Home Security
Daphne, we are sorry to hear of your recent experience. At Brinks Home your security and satisfaction are or main 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. If you could please send me a direct email to socialmedia@brinkshome.com with your account information I will be more than happy to reach out to you. - Juana H.
Jun. 8th, 2020
Avril Bingue Buckeye, AZ
I originally signed a five year contract with Monotronics. They had good equipment and customer service. When Brinks bought them, I tried to get out of the contract because of negative customer service experiences. Three years into the contract, I sold my home and moved to another state. I told Brinks about the sale and told them to remove my banking information. I tried to end the contract with several phone calls, receiving different information with each representative. I thought the matter was finally behind me when I received a cancellation letter requesting additional information. I completed and returned it. Brinks began calling at least twice everyday. They wanted me to pay off the remaining two years. One day, over $1,700 was withdrawn from my checking account by Kelley Collections. USAA, my bank, was able to get my money back since they had no authority to take money from my account. Brinks has reported me as delinquent, causing my Excellent FICA rating to fall . They are reprehensible, expecting me to pay for a service I am no longer receiving. Greedy!
4 years ago
Reply from Brinks Home Security
Avirl, At Brinks Home we strive to provide super customer service. We are sorry to hear you no longer want our services. Please know we never mean to make any request a difficult one. In regards to your contract, we do have a cancellation process in which you are responsible for the remaining terms on your agreement if you decide to cancel early. With that being said, I am more than happy to investigate this matter further to ensure we provide you with an amicable resolution. I have located your account with us and I will be sure sure to reach out to you. – Juana H.
Jun. 8th, 2020
Maureen Worcester, MA
Brinks has trapped me in a continuous contract with no way out despite my never agreeing to it a d repeated requests that they stop independently renewing this contract without my input. I have not been able to get any satisfaction and they cruelly ad on cost such as charging me 1.99 because I requested a paper bill and 97 cent cost recovery fee because I refuse to accept this cruel company's policies and pay the minimum. I've never had this trouble with any other company and do not understand than rather than free me from this endless contract (does $23.14 really mean that much to them?) they continue their punitive practice tices and endless overcharges. By the way this alarm was installed in the 1990's and never updated. Monotronics wasn't any better. Does this happen with all alarm companies? I live on $1093 a month and $23.14 us alot for me.oh and with my current bill its $48. 54. There is a $5 late fee ( I was not late,and other fees)This is capitalism at it's worst.
I dont have a n online bill so cant upload it. I feel trapped and hopeless.
4 years ago
Reply from Brinks Home Security
Maureen, we are sorry to hear of your recent experience. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. In regards to the contractual agreement we would never extend the contract without our customers explicit authorization. If there was any form of miscommunication or misunderstanding from our end, we would like to rectify that.I was able to locate your account based on the information provided. I will be more than happy to reach out to you and resolve this matter. – Daniela S.
Jun. 2nd, 2020
Craig Foster Haines City, FL
Brinks bought the local Monitronics dealer. I immediately called another local Security Company and switched service. I live between Orlando and Tampa and have had lousy service from the big companies (ADT etc.) because their service centers are far away. We sent the cancellation notice Return Receipt. Brinks kept sending invoices. They said they had different terms than Monitronics. However, we never signed an agreement with them. We signed with Monitronics and met the agreed on procedure. After sending Brinks the "Go Pound Sand" letter, we did not hear from them for almost 2 years. Then we get the surprise letter from a collection agency. Fortunately, we kept out records AND our company has changed hands.
Screw Brinks. They are Nazi's. And that's really an insult to the Nazi's.
4 years ago
Reply from Brinks Home Security
Craig, at Brinks Home Security we strive to provide the best in home security, and we are dedicated to being fair and honest. We are not a different company; we still are the same company as we only rebranded our name. We of course apologize if there was any confusion. In regards to our cancellation policy, we would never mean to make any request a difficult one. We are happy to investigate this matter further and provide a resolution to you. unfortunately, I have not been able to locate your account. If you could please send me a direct email with your account information and I will reach out to you as soon as possible. - Daniela S.
Jun. 2nd, 2020
Edward Bogdanski Victor, MT
We sold our home and moved across the country in February of 2020. I called Brinks about a month ahead of the move and was told just to call when we moved to cancel, no problem. I was lied to. I called when I moved and was told I had to cancel by email with a form they would send me. And that would be the start of a 30 day cancellation period.!
At this point I'm not sure they ever sent the form. A while later I called them again in exasperation still trying to cancel and was told again about a form. This time I got the form, filled it out and still dont know if my account was cancelled. Adding insult to injury I just received a bill for $175 listing cell backup intrusion monitor, 24 hour monitoring, cost recovery fee, tax, late fee, sandpaper statement fee.
Brinks service to their customers ranks right alongside cable TV. In my last dealings with cable I turned to my state's attorney general office and received assistance. Guess Ill have to do the same with Brinks.
4 years ago
Reply from Brinks Home Security
Edward, We are sorry to hear of your recent experience. Please know that at Brinks Home we never mean to make any request a difficult one. Please know that we are committed to be fair and honest with all of our customers. I’d like the opportunity to take a further look into this matter to provide you with a resolution. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
May. 28th, 2020
Cleveland customer Cleveland, OH
This is the worse alarm company I ever had to deal with. They had no compassion at all during COVOD-19. I'm not working, no income to pay bills and I have mentioned this to them several times since this taken place. They do not care, all they want is their money. I even have paid money on the acct when it was available, it's not enough for them. Every time you want to add something to your service to better protect your home. They want to add another 2 or 3 years to be committed. You can't get a tech to home to assist you unless you pay for it. I will never recommend this company to anyone. I will be so happy when my contact is up.
4 years ago
Reply from Brinks Home Security
Hi there, Thank you for reaching out and taking the time to provide us with your feedback. Here at Protect America, we’re always looking for new ways to improve and better serve our customers. We apologize for your experience and would be happy to answer any questions you may have about your account. Please reply via “Private Response” with the name and address associated with your account and a member of our Accounts team will reach out to you with assistance once we verify your customer information.
May. 27th, 2020
Richard B Kates MD Spokane, WA
Excellent conversion for my existing system.
Wireless window/door protection easily moved to new system.
No difficulty with tech support.
Highly recommend
4 years ago
Reply from Brinks Home Security
Richard, thank you for taking the time to leave us this amazing feedback. At Brinks Home your security and satisfaction are our priority. We are glad to hear you like the quality of the system. All of our systems are very user friendly and have amazing features. If there is anything, we can do to keep your time with us anything other than amazing please feel free to reach out to us. Thank you for being sure sure. – Juana H.
May. 19th, 2020
George Roseville, CA
I have been with them for over 12 years. every year they raise there price and they charge you without any notice. as of today I am paying 39 dollars a month for a 12 years old alarm system that is falling apart. I called and asked them to replace the panel they told me no. I asked them to reduce the price they also said no way. finally my insurance AAA sent me an alarm company for only 19.99 a month. I called brinks and I asked them to match I was on hold for 45 minutes waiting for a manager to approve it and all of a sudden the line gets disconnected by them. guess what no one called me back. I called next day customer service extremely rude when they know you want cancel. and they want me to send them a written request to cancel the alarm by mail. I was like wow and it takes them a whole month to cancel the alarm and they well charge you for the month. I would never do business with brinks again. very bad service
4 years ago
Reply from Brinks Home Security
George, we are sorry to hear of your experience. At Brinks Home your security and satisfaction are our main priority. Please know that we never mean to make any request a difficult one. I’d like the opportunity to take a further look into this matter as we are always here to help. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
May. 13th, 2020
Dawn Goll Ringgold, GA
Terrible customer service, long waits, unfriendly customer service staff, alarm equipment substandard, battery if you lose power plan on buying another central station. The window sensors often don't work and the break sensor does not work unless it is super loud. I was charge for new one, due to I did not mail the broken sensors back to the company on my dime. I was never told that I had to mail back the non-working equipment. So if it breaks prior it off and pay to mail it back to Brinks. The monitoring staff are great. You can turn off your unit but if you took to long, plan to pay the fee outlined in your contract for false alarm. Canceling does not mean canceling the Brinks monitory staff will still call 911 for you. It cost me several times $150.00 on the 4th or 5th false call, the Fire Chief told me to call 911 when my alarm went off and cancel with the 911 operator. I do not recommend this company. There is no way to email the company and you are forced to stay on the phone for long periods of time. This company is not worth your money or time.
4 years ago
Reply from Brinks Home Security
Dawn, At Brinks Home your security and satisfaction is our main concern and will do anything in our hands to make sure of it. I am truly sorry to hear you have been having problems with your security system. I’d like the opportunity to take a further look into this matter to ensure we provide you with a resolution. However, I was not able to locate your account with the information provided. If you could please send me an email at socialmedia@brinkshome.com with your account information I will be sure sure to reach out.- Juana H.
May. 11th, 2020
Treneice Charlotte, NC
My equipment came, but everything that I ordered wasn’t in the box. I was missing my indoor camera and my key fob. I reached out to the rep who told me that I didn’t order the indoor camera, but the entire time she’s telling me about each item that I ordered and sending emails of the pictures of everything that would be included. She also stated several times that our conversation was on a recorded line, so she should know exactly what I ordered. She then told me that my bill would go up if I got the indoor camera. I reached out via phone and email for two days trying to figure out how to reconcile this issue. However the number I’ve been calling (800-591-5111)today which is the same number I’ve contacted from day one is saying the number is disconnected. So frustrating and I’ve already paid my bill for the month. I haven’t even installed the system in my home because I want to return the system and cancel my services. I’d rather try a more dependable service. I’m a new customer and this has been a terrible experience. Is this company even a legitimate security company?
4 years ago
Reply from Brinks Home Security
Hi Treneice, Thank you for reaching out. We apologize for your experience and would like to answer any questions you may have about your equipment. Please respond via “Private Response” with the name and address associated with your account. A Care team member will reach out to you with assistance once we verify your customer information.
May. 7th, 2020
Robert Pish Knoxville, TN
as a long term in good standing customer, purchasing my equipment on the front end, i had signed a 3 year monitoring contract. With only 14 months left on my monitoring contract, we were hit with an EF4 tornado destroying our home, vehicles and belongings. I had reported to brinks that we no longer have anything to monitor due to this natural disaster, expecting them to show consideration for a 15yr + customer in good standing, instead they insisted that i pay the balance of the monitoring contract in order to cancel. So I have learned a valuable lesson, I paid the balance, and will no longer consider them as someone who has their customers interest first, they are all about the money.. I would definitely reconsider any business you may have with them, or opt to use them in the future.
4 years ago
Reply from Brinks Home Security
Robert, we are sorry to hear that you are going through such a hard situation. At Brinks Home Security we never intent to make any request a difficult one. Please know that we are committed to be fair and honest with all of our customers. We would like the opportunity to take a further look into this matter to ensure we provide you with an amicable resolution. I have located your account and will be sure to reach out to you. – Daniela S.
May. 6th, 2020
Laura J Kinser Bolingbrook, IL
Was a customer with Front Point for about 10 years, they changed to automated responses and a mistake was made that could have been serious, decided to check some other companies. Protect America was pretty well rated so I called and spoke to sales man and explained why I was considering changing, he assured me that all calls are made by a person, rate would be $36.99, I was hesitant after being with Front Point so long, I was asked to hold on and he came back and said that if I signed up that day I would get a locked in rate of $32.99 per month, so I foolishly signed up.
Later noticed that the ad said 0 upfront fees, I paid $142.65 which included the first month fee. Now I am told that I paid $99.00 to buy down the rate from $36.99 to $32.99 , I WAS NOT TOLD ABOUT A BUY DOWN, I was scammed. I am a senior citizen with a limited income and I will be sure to share this wherever I can.
4 years ago
Reply from Brinks Home Security
Hi Laura, Thank you for reaching out. We apologize for your experience and would like to answer any questions you might have about billing. Please send us a “Private Response” with the name and address associated with your account and an Accounts team member will reach out to you once we verify your customer information.
May. 1st, 2020
Serena Ellis San Antonio, TX
I was transitioned over from Moni and I have had the worst experience with customer service in trying to resolve the issues
with accessing my account. After several calls and staying on the phone forever, I finally got that squared away. However, I am
still having issues with correcting billing errors. My rate increased by $11 without any notification. No one can explain why. I had that same rate with Moni starting in 2015 and it carried over with Brinks up until Aug/Sep 2019. I have to repeatedly keep calling to get my account credited, but then it reverts back to getting billed $11 over. Now I have to make another 🤬 phone call.
4 years ago
Reply from Brinks Home Security
Serena, Hearing of your experience is alarming to say the least. At Brinks Home we take this type of matters very serious as your satisfaction is 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. 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 reach out to you. - Juana H.
Apr. 30th, 2020
Melissa Saint Paul, MN
I have been a protect america client for 3 years. I called to either suspend my contract or get a reduced rate because of COVID-19 and the sales woman told me she was not going to credit my account in addition to offering me a lower rate. She would do one or the other and had no reason for it. She said the discount would be a one time discount and only for May- not the previous two months we have been paying full price. She said if I wanted another discount I needed to call back "as May gets closer" and they will decide if/when they will help their customers.
I will not forget this customer service. Big mistake to treat people like this.
4 years ago
Reply from Brinks Home Security
Hi Melissa, Thank you for reaching out to us. We understand the major impact COVID-19 has had on many individuals around the world. As our valued customer, we would like to further review your account and assist you through these difficult times. Please reply via "Private Response" with the name and address associated with your account. A member of our Care team will reach out to you once we verify you as a customer.
Apr. 16th, 2020
Sir Articulate Menifee, CA
I hate Protect America.
I hate this company. I have wanted to be rid of their "service" for almost a year now. Unfortunately, I am locked into a 3-year contract.
When we moved to a new neighborhood, we knew no one & we didn't know how dangerous the area might be. Well, now we know that it's a great neighborhood, where all of the neighbors watch out for each other. We have no need of this service, but we are trapped. If we quit, we owe them the remainder of the 3-years-worth of payments, and if we don't pay up, they will report us to a collection agency & ruin our credit. Seems like what I need protection from is Protect America!
They installed a front "doorbell camera" for us as an incentive. Well, it doesn't work, because it requires a wireless internet connection (which we didn't know initially). We have had this thing at our door all of this time & never been able to use it even once!
I was out of work for a few months last year & after our savings were all used up we were using credit cards to live on. We still had to pay Protect America $50/month to do absolutely nothing for us in our safe neighborhood. I tried to call & quit then, but they read me the small print of the contract.
I would not recommend getting into a 3-year relationship with a company that you do not know--that you do not know how their services will or will not work for you, and that you cannot sever the relationship with. Any relationship that punishes you when you realize it doesn't work out, is an abusive relationship.
I hate Protect America, and have never recommended them to anyone. Nor will I ever recommend them to anyone. I have 4 months to go until I can give my 30-day notice of cancellation...and you can bet I will be ready!
Meanwhile, they have been pestering several days a week for the past 2 weeks, telling me I am on a call list of theirs. They are trying to sell me a security system. Yup, folks, they don't even know that I'm already a paying customer. And when I talk to them & straighten them out, they just call back like they never heard this before. Totally stupid company.
4 years ago
Reply from Brinks Home Security
Hi there, Thank you for reaching out. We appreciate your feedback. At Protect America we strive to provide each customer with special care and consideration. To answer any questions you might have about your equipment or account, please reply via “Private Response” with the name and address associated with your account. A member of our Care team will reach out to you once we verify you as a customer.
Apr. 15th, 2020
Terence Ross Lakeland, MN
I signed up for new service on March 19, 2020 with an installation date set for March 20th. When the installer arrived at my home he started unpacking tools and the equipment. He grabbed his drill and said he was going to start with making a hole to mount the unit. I said no can we go over the equipment and plan first? He said ok and asked what was all promised to me over the phone. I Said I was going to call just to make sure I had everything correct while he go outside to do his perimeter evaluation. After he was done outside we sat at the table to go over the recommended equipment and prices. What he recommended was so overpriced and the main unit looked outdated. I asked if they had a touchscreen unit which I thought I saw online but he replied this was the best and latest equipment. The prices still didn’t seem right what was offered to me over the phone so I offered to call back one more time so he can hear what I was told. I called back with my phone on speaker so the installer can hear as well. The lady that answered was so rude I was shocked to hear her say well you just called 30min ago what do you want now. Asked to be transferred to a manger just to verify my last call. Even the manager I spoke with seemed a little irritated maybe caused I called him back. Nevertheless I’m a new customer and first impressions are last impressions to me. After the installer was done he offered to come back to clean up the wiring since his staple gun was left at a customer home. After he left my wife and I talked and decided not to keep the service because of the customer service over the phone, the prices and the old looking equipment. I called to cancel and of course that manager wasn’t happy. On March 25 I received a call from Chris in the cancellation department to set up a day and time to come and pickup the equipment. I was told I would receive a full refund no more than 10 business days after the equipment was received. March 26th a technician and a manager arrived to pickup the equipment and I was told the same thing 7 to 10 business days for a full refund. March 26th my card was charged the first month of service. So I called to acquire about that charge since I cancelled and I was told that department didn’t see I cancelled and stated that charge will be refunded to me as well. I called on April 6th just to inquire about the status of my refund and again I was told 7 to 10 business days which would be Thursday April 9th 10 days from the day the equipment was picked up. I was also told to call back if I didn’t have it back by that day. So as of today Thursday April 9th I didn’t have anything refunded back to me yet. I called this morning and the spoke with Danielle now saying 7 to 10 business days for deposit and 30 days for equipment charge and billing charge. I asked to speak to a manger because now I’m frustrated. Once the manager Tia came on I explained everything I’ve been through and how many times I called and no one said anything about 30 days only 7 to 10 business days. She stated it was submitted to the billing department but not been approved yet so I asked her to transfer me to whoever can get this approved and taking care of. Now I’m transferred to Robert in the billing department and again I explain everything to him and the fact that everyone is not on the same page. He stated 7 to 10 business days and up to 30 days for the equipment. I asked Robert why the refund wasn’t approved yet since the equipment was picked up on the 26th of March? His reply was that the refund was approved on his end. I said ok now I’m confused the manager Tia just said it was not approved and that’s why she transferred me to you. He stated that he wasn’t to sure why she transferred me to him but he submitted the refund on March 26th and it was approved the next day. But now it’s another department that issues the refund. I asked if he could transfer me to that department but he said they don’t take calls. I have almost $550.00 tied up somewhere I’m trying to get back from this company. This has been a complete nightmare. All or majority of the problems have been with Protect America or Defender Home Security and not ADT. Maybe if I went directly through them and not a authorized retailer my experience would of been different.
4 years ago
Reply from Brinks Home Security
Hi Terence, Thank you for reaching out. To better improve your experience as a customer and answer any questions you may have about your account, please reply via “Private Response” with the name and address associated with your account. An Accounts team member will reach out to you once we verify you as a customer.
Apr. 10th, 2020
Jason Floyd Winter Haven, FL
I signed a contract for 5 years with at the time who was Monitronics, but was later bought by Brinks. They took on what was left with the contract, which was September 2014 to September 2019. I extended the contract because of 2 smoke detectors they installed for an extra 10 months on the contract. They did a warranty replacement on 2 of my cameras in 2018, for which they said that was another 36 months extension on the contract I did not agree to. They now say I have a contract until June of 2024, which is a lie. They told me though luck. My system is far out of date and they are being paid for a premium service. My control panel is a 2012 and they won't even update that. I told them I want to cancel and they told me 2250.00 and some change. This is not right. They are deceitful and frauds that will do anything to keep their customers from leaving. My home is not the safest it can be, and especially in this time of a pandemic and craziness running around. Thanks Brinks for not keeping me safe.
4 years ago
Reply from Brinks Home Security
Jason, thank you for taking the time to provide us with your honest feedback. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. In regards to the contractual agreement we would never extend the contract without our customers explicit authorization. If there was any form of miscommunication or misunderstanding from our end, we would like to rectify that. I have located your account and I would be more than happy to investigate this matter further. Once the investigation is complete, I will reach out to you. - Juana H.
Apr. 2nd, 2020
Lee Jenkins Rockingham, NC
Not good! Half of the sensors would not work or they would work for a while and then stop! When calling for help there was always a long wait. Of the technicians that tried to help me only one seemed to know what was going on. He was really good and very patient. I finally told them I was canceling the contract because I was going on vacation and would be gone during the rest of the trial time. I did get a call from a lady that was trying to do everything she could to get to keep the system and she said she would call me back after I got back, but she never called. The sad part of this was that I liked the system and wished that it could have been worked out.
4 years ago
Reply from Brinks Home Security
Hi Lee, Thank you for reaching out. At Protect America we’re always looking for new ways to improve. Please let us know if you need further assistance in finding the right security system for your home.
Mar. 27th, 2020
charmaine C Albuquerque, NM
Plain and simple: My home in Albuquerque got broken into 2 days ago and Brinks was not there for me. One: they had the wrong phone number so I never got a phone call; 2) I have proof they lied; 3) they were cold and distant; 4) When i called the police and we turned the alarm off after four policeman scoured the place, the cops were horrified that no-one got on the speaker to see what happened. The worst part of this is they bought out a local alarm company and I am beginning to think they fudged the contract which originated with the local folks - I asked for 24 months but somehow has magically been turned to 42 months which is a year away now. I have a little dyslexia so when i read the contract, the original owners could have made a mistake (he said i would get a 2 year contract) and it was an error but because i trusted him, did not read carefully. (that is the best scenario - an error) But here is the deal! I did not think i would live 4 years because of an illness and also I have never and will never sign a four year contract with any entity! Aside from that, some Brinks representative (I wanted out, I no longer trust them) said, over the phone, i did not have a contract with them but it was verbal agreement recorded. I said, "how is that possible - you never had my real phone number!" The woman on the speaker said she tried to call the police but they did not answer after 5 minutes and so she gave up! Honestly? What hurts most is that even though they messed up (I am a senior woman), they are making me stick to the one year left, knowing that it is unethical and immoral. What has happened to these companies? Honestly, when we die, we can't take our greed with us. Get over it! I now am reading plenty of reviews about them and they are awful. I had no idea they bought the local company, for starters!!!! Everyone has duped me, big time. A nice woman from Brinks reached out to me and heard the messages so there is proof even on their end that people lied. I liked her but they have to understand there is a broken trust and it cannot be repaired. I could have been killed, for christ sake! But here is the good news. One of my neighbors has a brother who is a journalist and interested in my story. I did major PR for a University so I know how to make a public relations scene. (I now feel it is my civic duty to do something. To wrong the right. ) I was recently offered to do an editorial on the following: It is not only crime you have to worry about but Brinks and home security systems. I am waiting a week to see if this company wants to do the right thing before I get REALLY MAD and launch my very famous public relations attacks. I am so upset that Brinks bottom line is not humans (us, readers, us) but money... but again, having spent a lifetime in human rights, research, writing and public relations, I am not surprised. To not allow a senior who feels so unsafe at this point to move on and get another security company is likened to being in the same house with a husband who beat you or cheated on you and you can't get out. He just won't let you. Shame on Brinks. I am so heartbroken, I can't stand it. This is not security. But then again, I am a woman of many resources and one of them is my loud mouth if they don't start listening to their inner moral barometer. MY GOD! a home invasion and they expect me to trust them? I am beside myself with shock, disappointment and anger. Sad, what the world has come to?
4 years ago
Reply from Brinks Home Security
Charmaine, At Brinks Home Security your protection means the world to us. Hearing you had a break in is definitely alarming. We strive for excellence in all we do specifically in the monitoring of all of our customers home. We have launched an investigation regarding this matter to ensure we get this resolved. In the review of the account we do see that you have spoken with one of our colleagues and per your request you have a call back scheduled for March 20th. If there is anything we can do before than please feel free to reach out to us and we would be more than happy to assist. – Juana H.
Mar. 13th, 2020
Erik Brown Tallahassee, FL
Installation was a breeze. The tech that did the activation was incredible.. How good the company is as to monitoring can only be determined when there's a breech.
4 years ago
Reply from Brinks Home Security
Hi Erik, Thank you for the review! Please let us know if we can provide you with further assistance.
Mar. 16th, 2020
dolfin287 Staten Island, NY
Our monitoring company was taken over by Brinks. The original company was good, but did not service or install equipment. We had an outdated system that needed to be removed and prepared for replacement windows. Unfortunately, we chose to go back to ADT, because they would replace the system - along with monitoring. I notified Brinks of the change and despite this, they continued to take payment every month. Don't bother calling them, as they put you on-hold multiple times for long periods and ask you to call back. You owe me at least $21.72, per month from May 2019 through January 2020. I would not consider this company in the future, nor would I recommend them. The original company's customer service was stellar by comparision.
4 years ago
Reply from Brinks Home Security
Hello, We are sorry to hear you would like to cancel the services with us. Please know that at Brinks Home we never mean to make any request a difficult one. I'd like the opportunity to take a further look into this matter to be able to provide you with a resolution, but I was not able to locate your account with 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 reach out to you. - Juana H.
Mar. 13th, 2020
Julie Schmidt Denver, CO
We were absorbed by Brinks from another company. No problem with other company. Can’t wait for contract to end to get away from Brinks. Spent over 8 hours on phone and computer last weekend trying to fix indoor camera. Everyone was from Mexico or Jamaica. They took other cameras that were working and kicked them off the system. Now they don’t work like they should. Finally got appointment for tech to come out. Nope, never really had appointment. Called after sitting around and taking off work to only be told never had appointment. Now appointment is 3 weeks away and system is not working.still having to pay for service. The customer service is the worst. Seems like they don’t care. Could not get appointment in a time that was convenient for us. Told they could look for a 3rd party to come out. Have a five year contract and can’t wait for it to end. Price has also increased. Not worth the service you get!
4 years ago
Reply from Brinks Home Security
Julie,Thank you for taking the time to provide us with your feedback as it allows us to improve as a company. At Brinks Home we take this type of matters very serious as your security is 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. I have located your account with us and I will be sure to reach out to you to ensure your system is working properly. – Juana H.
Mar. 11th, 2020
A.S. Scottsdale, AZ
I have never felt less safe in my home than when I had a Brinks security system. It has gone off for false alarms 4 times now in the past 2 months. It cost me $50 to have the police respond to one of the alarms. Another time it went off at 11:30pm after my baby had just gone back to bed and woke my partner and I up scared someone was breaking in. I paid $50 for someone to come out and assess the problem and it is still having false alarms causing me incredible amounts of anxiety having to return home and search my house with a kitchen knife to protect myself and my baby because I can't trust the alarm.
4 years ago
CLIFF BOHANNNON Denver, CO
I HAVE BEEN TRYING TO CANCELL MY BRINKS ACCOUNT , FOR 7 MONTHS. EVRY TIME I CALL NOBODY CAN HELP ME. THEY JUST WANT THERE MONEY. I HAVE BEEN BEING BILLED MOTHLY FOR A SECURITY SYSTEM , I NO LONGER OWN. I DONT EVEN LIVE IN THE SAME HOUSE. I HAVE TRIED TO FIND A BRICK AND MORTER LOCATION IN DENVER WERE I AM LIVING SO I CAN HANDLE THE SITUATION IN PERSON... GUESS WHAT THEY DONT HAVE ONE... THIS COMPANY IS A JOKE , AND A FRAUD , I FILE A REPORT EVERY MONTH TO THE BBB. IF THEY CONTINUE TO BILL ME I WILL FORCED TO SUE THEM. I RECOMEND YOU NEVER DO BUSINESS WITH THESE MORONS , BECAUSE ONCE YOU GET SUCKED IN YOU DONT EVER GET OUT. AND THEY DONT CARE.
4 years ago
Reply from Brinks Home Security
Cliff, Thank you for taking the time to provide us with your feedback as it allows us to improve as a company. At Brinks Home we take this type of matters very serious as we care about your satisfaction. Please know that we are committed to be fair and honest with all of our customers and never mean to make any request a difficult one. I have located your account with us and I will be more than happy to reach out to you. – Juana H.
Feb. 21st, 2020
Travis Johnson Portland, OR
We relocated in June 2018. I called and tried to cancel service then. Never received the promised cancelation email. Tried to cancel a second time in June 2019 (after paying for a system that was never armed for an entire year). They explained that they could not refund anything, which I begrudgingly tolerated because, as they told me, I should have followed up. They again told I should expect a cancelation email. It never came - again. I then reported it as an unauthorized charge, and stopped payment through my credit card company. Brinks then continued to bill me for another 9 months before reporting the account as delinquent and tanking my credit score 160 points. Just spent 30 minutes on the phone with them and basically got told that they could do nothing for me, except, you guessed it, send another email that I was warned might take 24 hours to arrive. Brinks has continued to bill me for a system that hasn't been armed in over 1.5 years at a property I don't own or live in. They have been unable to assist me in canceling the service, and they have unashamedly continued to bill me for a service they no longer provide.
4 years ago
Reply from Brinks Home Security
Travis, Thank you for taking the time to leave us your feedback as it allows us to grow as a company. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. Please know that we never mean to make any request a difficult one. I’d like the opportunity to take a further look into this matter. If you could please send me an email at with your account information I would be more than happy to reach out to you. – Juana H.
Feb. 21st, 2020
Rivka Friedman Philadelphia, PA
Horrible service. Sales was friendly. They answered my questions then hooked me in. After the products was baught we got transfered to the service departments. Bad service. No matter how urgent you wait endlessly and request a call back for hours later. When they call you back they can't fix the problems. Having a do it yourself service is terrible. I hire someone to do the work. Then its done wrong I hire someone again. On and on. The service was never fully functional. I worked tirelessly for weeks. Finally when i just had enough because the service never fully worked I cancel and they charge me over $1000. They walk away with my cold hard cash. This relationship is worse than my violent ex-boyfriend. I cant just leave a bad relationship. They punish you for leaving a system that was never working. That's my feelings
4 years ago
Reply from Brinks Home Security
Hi Rivka, We appreciate your feedback. At Protect America we’re always looking for new ways to improve. We’re happy to answer any questions you might have about billing. Please send us a “direct message” with the name and address associated with your account. A member from the Accounts team will reach out to you once we verify you as a customer.
Feb. 14th, 2020
Caryn Heffner Reading, PA
BUYER BEWARE. This company uses contracted technicians and admit they do not have an adequate amount. My system continually went offline. I asked for a repair on 2/6/2020. They had me disconnect it myself so the alerts would stop. The first available repair appointment was 3/23/2020. They expected me to go without for over a month yet still pay the monthly contract fee. They also expected me to pay them for the repair when it was their equipment failure. My panel has not worked for years. The last contracted technician was rude and told me there was nothing wrong with it. Despite this no one in our family could press the panel code and get the correct response. They have the worst customer service I've ever encountered. I've canceled my service and switched companies.
4 years ago
Reply from Brinks Home Security
Caryn, Hearing of your experience is alarming to say the least. At Brinks Home we take this type of matters very serious as your security and satisfaction is 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 sure to reach out to you as soon as possible to resolve this matter. – Juana H.
Feb. 10th, 2020
Mike Campos Chino Hills, CA
I have been a customer for 5 years now and I recently discovered through Protect America online portal that my security system has been offline since July 2018. I can't believe that I have been paying for a monitoring service that I have not been receiving for this long and its even more unbelievable that your company never contacted me to inquire why my home security system has not contacted your system. However, you had no problem with your payment system billing me every month for a service I was not receiving. Albeit if your payment system stopped billing me someone would have reached out immediately. I spent the better part of today trying to cancel my service online, through live chat, and over the phone and none of these customer service channels were able to assist me. They can all open a new account, but they can't close one. The last touchpoint from your service rep was to send me an email with a form I needed to fill out to cancel my service. No surprise I did not receive that email and now I have to call back again. Protect America has a terrible business practice and not sustainable when there are competitors offering better security services with cancel anytime policies.
4 years ago
Reply from Brinks Home Security
Hi Mike, We appreciate your feedback. A member of the Accounts team will reach out to you to assist you with any questions you may have regarding your account.
Feb. 4th, 2020
Damon San Antonio, TX
This Company is one of the worst! Let me start off with the good.
- This alarm system allows you to have sensors on all of your entry ways wirelessly.
-Pricing is not bad.
Now the Bad
- They do not monitor you system 100%! I REPEAT they do not monitor you system 100% which is the reason we all choose the alarm system, Right? The reason I say this is because you as the customer need to call them every so often to do a system check with them. WHY? Because they have no way of checking on your system without you calling them. They claim the system will send you an email if it stops communicating. If your system breaks/ not functional they will not call you. Which I had an huge problem with! If I am paying for an alarm monitoring service I should not have to call them unless I have questions about a bill etc. I HOPE THIS HELPS SOMEONE. IF YOU CAN STAY AWAY FROM THIS COMPANY!
4 years ago
Reply from Brinks Home Security
Hi Damon, We appreciate your feedback. If there is any way we can improve your experience as a customer, we’re more than happy to pull up your account to review and test your alarm system. If you can, please reply via ‘Private Response’ with the name and address associated with your account. A Care team member will reach out to you once we can verify you as a customer.
Feb. 4th, 2020
Anibal Briones Arlington, VA
Very bad experience since I called customer service to cancel my service because I moved to a different place. They stated the 36 months agreement is due on April 30, 2020. When I asked for new equipment and system back in March 2017 the customer service representative told me the contract will by only 24 months. Now I found out that I have to pay for additional 3 to 4 months for a security alarm system I do not need in my new place. I had been a customer since 2012 and I am very upset with the terms and conditions provided by Protect America. I will share this info with all my friends and relatives to do not use the security alarm system in the Bay Area.
4 years ago
Reply from Brinks Home Security
Hi Anibal, Thank you for reaching out. We appreciate your feedback. To answer any questions you might have about your account and billing, please send a direct message with the name and address associated with your account. A member of the Care team will reach out to you once we can verify you as a customer.
Jan. 30th, 2020
vicki capka Houston, TX
If this could be no stars that's what they would get. They are the VERY WORST.
No service , no monitoring no nothing from this outfit. I moved to Texas from Colorado and did not want to use them anymore for lack of service. They are making me pay for 50 more months saying it was a verbal agreement over the phone.
I tried talking to them pleading with them to stop harassing me about this and they reported me to credit bureau and my credit score dropped from 805 down to 602.
I'm 73 and live on SS . Just because I did not want them anymore and went with ADT they are ruining me financially.
They are CROOKS!!
4 years ago
Reply from Brinks Home Security
Vicki, Thank you for taking the time to provide us with your feedback. Please know that at Brinks Home we never mean to make any request a difficult one. I’d like the opportunity to take a further look into this matter to provide you with a resolution. I have located your account with us and I will be sure to reach out to you as soon as possible to resolve this matter. – Juana H.
Jan. 30th, 2020
Emily
I will be finding a different security provider once my contract is up (which I believe is this september).
I have expressed my concerns with our signal loss on our system which occurs usually a few times a month now. This did not happen when we first were customers which I find a bit odd. I understand it has to do with the cell tower service etc but then why does my cell phone keep a constant signal? Yall mailed me a signal booster which also worked for a while but it isnt a total fix. Thankfully it was free of charge. I installed it myself then chatted with a rep who had me take it apart and redo it the exact same way I had done it! Wasted my time while I am juggling little ones. Yall need a video tutorial on the signal booster install so customers dont have to get help with the install from your reps. I feel protect america has few "good" reps.
I also went on Facebook to the Protect america page to express my dissatisfaction with my initial experience. I was sleep deprived at the time with a newborn and I had a sales-y rep sell me a silver package basically. But they acted like they were "throwing in" all kinds of free stuff. I feel deceived still about that. And I totally forgot to add in a smoke alarm at the time. But when I reached back out after i install my equipment every rep i have spoken to would not even give us like 20% off on the smoke alarm so my kids are safe. Ticks me off and i finally just bought one. Cant believe it was like $90! Insane. My husband is air force and he has worked in security for years installing commercial systems so i know you guys dont even pay half of that for a smoke alarm. Yall could have earned my continued business and I have reached put a few times and your reps seem to not care and have zero ability to authorize even a slight discount. This mama is tucked still. And I told the last rep I spoke to before buying my smoke alarm that I will be leaving protect america once my contract is up in several months. Terrible customer service for existing customers!
4 years ago
Reply from Brinks Home Security
Hi Emily,
We apologize for your experience with our customer service team. At Protect America we strive to handle each customer with special care and consideration. If you can, 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.
We apologize for your experience with our customer service team. At Protect America we strive to handle each customer with special care and consideration. If you can, 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.
Dec. 31st, 2019
David Falls Church, VA
As far as I can tell, "Brinks Home Security" is a poorly stitched together group of smaller companies -- without any coordination between the business units -- with the Brinks name slapped on it as a marketing tactic to evoke a sense of trust and security.
I spent 1.5 hours on the phone with Brinks sales in early January so I could get confirmation on how their "Pro Install" options would work. The most important thing I wanted clarification on was if the wires for exterior security cameras and the keypad would be hidden in the walls. I was only interested in purchasing a "Pro Install" if they could assure me of that. They assured me, in writing, that all the wires would be hidden and provide photo examples of how the work would be done.
Based on this information, we purchased a $1,400 package with the "Pro Install" option and scheduled an installation for a few weeks later.
"Kyle" was the 3rd party installer for Brinks and right off the bat, as soon as he got to the house, he said he couldn't hide the wires in the walls. When we showed him the emails from Brinks confirming that this could be done, he said Brinks shouldn't have made those promises. Then he tried to sell us a different, non-Brinks exterior security camera system without wires. We let him know we just wanted the install done as promised, and he said it couldn't be done and walked off the job. (1st broken promise from Brinks)
Suffice it to say, we were really upset, especially since we had planned a special trip to our house in New England for this installation. When we called Brinks customer service about the issue, they were very apologetic and promised to have someone from a higher tier of customer service investigate the situation and contact us again with a better explanation of why the installer left, as well as offer a proposal to "make it right".
A few days later, we started getting phone calls from the "Pro Install Scheduling" group to try and schedule another installation. I told them I was expecting a call from a higher tier of customer service before we rescheduled -- they had no idea what I was talking about. Calls from the "Pro Install Scheduling" group continued day after day and we never got a follow-up call from anyone from a higher tier of customer service with the answers they promised, even though we called them a few times proactively. (2nd broken promise from Brinks)
Yesterday, we called customer service and spoke with "Kathleen". We asked for two things as a final attempt to get this sorted out: 1) We asked her to speak with the installer before they come, so the installer can confirm that they are going to make every attempt to hide the wires in the walls. 2) We also asked her to give us the installer's contact info so we could speak with them before the installation as well. Kathleen and her supervisor assured us that they would personally handle this, and would contact me with the information today.
Well today came and the "Pro Install Scheduling" group called again and said they had an installer lined up for this Saturday. We told them we were waiting for someone to speak with the installer and then call us with the installers contact info. The rep said that wasn't something that Brinks does. I called customer service and spoke with Kathleen again, told her what was happening, and asked to speak to her manager again. Kathleen told me she couldn't transfer me to any more managers in her group and that I needed to work with the Pro Install group to sort this situation out. I pointed out that she and her manager had made a commitment yesterday to sort this out, and now they were kicking me to another Departmnet. She apologized but stayed the course (3rd broken promise from Brinks).
I had a mini tantrum on the phone since I probably had sunk 6 hours into Brinks by this point, and just as you'd expect, they treated me like I was the problem. I cancelled a few minutes later.
Good riddance!
4 years ago
Reply from Brinks Home Security
DJ, Oh no! Hearing of your experience is alarming to say the least. At Brinks Home we take this type of matters very serious as your security and satisfaction is 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. If there was any form of miscommunication or misunderstanding from our end, we would like to rectify that. If you could please send me an email at with your contact information I would be more than happy to reach out to you. – Juana H.
Jan. 30th, 2020
