Brinks Home Security Reviews

Dylan was very helpful and patient in guiding me through step by step instructions on how to connect the cameras to my new account.

The technical support team at Brinks gave me the answers I needed & we're very helpful & friendly throughout the process.

Ray was the man that I spoke with and he was incredibly helpful and professional. He resolved my issues to my complete satisfaction.

I had to cancel in 2021 after many attempts to contact the company to fix my system It was not working for few month and tried to schedule someone to come in with no success after that I asked to cancel the service after few month of my request finally I was able to cancel Now 2 years later I received a text from collection agancy claiming I own them money I do not owe anything they are trying now to send me to collection agency Stay away from this company Service is no good and customer service is horrible and they will scam you for more money and make it very difficult to discontinue the service

I recently had the displeasure of dealing with Brinks Home Security, and I must say that my experience has left me feeling frustrated and dissatisfied. While I understand that issues can arise with any security system, the way Brinks handles customer service and their cancellation policy has left me with a negative impression. First and foremost, I was shocked to learn that Brinks charges a steep $75 fee for a technician to come out and fix any camera issues. In today's competitive market, many companies offer complimentary or significantly reduced fees for troubleshooting or repairs. This approach seems outdated and unfair to customers who already invested in their security system. Furthermore, the assistance I received over the phone was far from helpful. The representatives I spoke with seemed poorly trained and unable to adequately address or resolve my concerns. Rather than providing me with useful troubleshooting steps or potential solutions, I was left feeling like I was being passed around without any real assistance. The final straw for me was when I decided to cancel my service with Brinks. To my astonishment, I discovered that they have an exorbitant cancellation policy that requires customers to pay the entire monthly fee for the remaining months of their contract, which in my case would be a staggering 20 months! This policy is not only unreasonable but also makes it incredibly difficult and expensive for customers to switch to a better security provider, should they choose to do so. Overall, my experience with Brinks Home Security has been disappointing. The exorbitant fee for technician visits, unhelpful phone support, and punitive cancellation policy have left me questioning the value of their service. I would strongly advise considering alternative security providers that offer better customer support and more reasonable policies.

Constantly reschedule appointments; so far, this is my 5th time without explanation. They promised the installation of cameras and the installation free of charge. They made mistakes and every agent stated that they fixed the issue themselves. When you call again there are no records of your previous conversation with them. They ask for proof of verbal agreements (such as the free cameras and installation). They delete appointments and claimed that it was canceled because you did not reply to reschedule (an appointment showed as actively scheduled. You try to cancel your account, but you are stuck with a contract. If you decide to use this company ask them to give you EVERYTHING in WRITING, including verbal conversations. Don't trust them.

I have been a loyal AT&T Digital Life subscriber for a decade, but unfortunately, my journey took an unexpected turn when AT&T referred me to Brinks. Initially, the transition seemed seamless as their package appeared comparable to what I had before. However, my experience with Brinks started to sour when I encountered issues with their equipment. I reached out to their customer support, and to my dismay, they suggested that I climb a ladder to reset the hardware. At 60 years old and facing balance issues, I found this request to be both unreasonable and potentially risky. Nevertheless, I reluctantly agreed to pay $75 for a technician to come out and assess my system. Fortunately, they did offer me a discount on this charge. Upon inspection, it became evident that the hardware itself was the source of my ongoing problems. I was frustrated when they initially insisted on billing me for new cameras, but after some negotiation, they eventually covered the cost and provided me with a reduced rate. At this point, I expected that my bills would reflect these changes. However, upon reviewing my recent bills, I discovered that the rates had not decreased as promised. To add insult to injury, I was now being charged $7.99 for a paper statement, which was yet another issue I had to contend with. To make matters worse, I desperately wanted to cancel my service, but I was informed that I was locked into a contract for another 18 months. In conclusion, based on my frustrating experience with Brinks, I would strongly advise against doing business with them. Their customer service left much to be desired, and the unexpected fees and unresolved issues have left me deeply dissatisfied with their services. a surprising turn of events, after posting my review detailing the frustrations I had experienced with Brinks, I received a call from the company. The representative informed me that my contract term, initially set at 18 months, had been increased to a staggering 36 months. According to the associate, this disclosure was part of the legal script they are required to read over the phone. This revelation left me feeling even more frustrated and disappointed. It's important to note that if there is a change in the contract term, it should be clearly communicated to the customer during the initial conversation with the customer service representative. Unfortunately, in my case, this crucial information was not disclosed upfront, and I was taken aback by this unexpected extension of my commitment to their services. This additional layer of dissatisfaction only reinforces my cautionary advice against engaging in business with Brinks.

I purchased a $1400 home security system from Brinks. They never showed up for the appt bc there was an “error in their system”. I requested to cancel their services and full refund, and to send me return label for equipment delivered. They have yet to provide me with a return label and haven’t provided me with any confirmation bc they said they don’t do any confirmation but that the notes are left on the account; they can’t email me anything. I traveled almost 4 hours to make to the appointment (I have an email when they confirmed the appt.) They said I should receive an email within 2 hours from UPS with a return label on Friday 7/14. I called back in 4 hours and they said it would be 24-48 hours. I confirmed I should then be receiving the label at the latest Sunday. I never received it. I called them Monday, today 7/17; they said I should receive it by 2pm bc its actually 24-48 business hours (not what I was told). I still have not received a label but they said they’d resend it but would take another 24-48 hours.

I have had Brinks Home Security in my home for years, super high quality equipment, great rates and the peace of mind it gives me is priceless. Plus very affordable

A complete and utter scam. I was a loyal customer until they tried to hit me with outrageous charges. Hundreds of dollars to move, tried to charge me twice for their mistake of equipment being sent to the wrong address. When I tried to cancel they tried to charge me thousands and claimed I signed a 5 year contract. Never once did I receive and sign any contract. Before I even cancelled, they locked me out of my account. Customer service has been no help at all. They just tell you’re wrong and don’t try to offer any solution. There are so many better security companies that won’t try to scam you time and time again.

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.

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

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

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.

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.

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.

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!

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….

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!!!

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.

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.

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!!!!

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.

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.

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).

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.

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.

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.

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.

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!

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