Brinks Home Security Reviews
7.9
Overall Score
Tara Yamamoto Clovis, CA
I’ve been a customer since 1995 when it later merged with Monitronics. I received a notice that my system needed upgrading. I’ve tried since October to schedule a technician to fix this. Then I was told my system needed upgrading. They sent a new system to my house. For 3 months, I’ve called at least 6 times, each time being on hold for almost an hour. I am told each time I schedule an appointment that I will receive a call within 24 hours. Never get a call. So I have to call back and explain the whole situation over and over. Finally I was given an appointment date for today. Nobody ever called to confirm. So I called to double check and was told that nobody was scheduled for today. I am beyond frustrated. I don’t understand why it is so hard to get a technician to contact me or to come out to the house to install the new system I was sent. Three months of dealing with this. My next step is to go to a local company. So frustrated.
4 years ago
Reply from Brinks Home Security
Tara, we are sorry to hear that your recent experience with us was frustrating. We strive to provide you with an excellent customer experience, and appreciate you reaching out to let us know about your recent issue. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 business hours for us to look into this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. – Hector S.
Jan. 24th, 2022
Audrey vargas San Jose, CA
I have the oldest equipment in history, never has anyone took the initiative to see if possibly I might need an upgrade. I am trying to get someone to come out and take a look because it's buzzing. I was on the phone and transferred, hung up on then told the office was closed. This states you will be charged $29 and I am being charged $40 for no bells or whistles, I have a very basic system that isn't even working properly.
I went to pay my bill and was told I owed for an old bill in July??? Why wouldn't you pay the oldest bills first and then go forward doesn't make any sense. I would definitely shop around. There website states they are open 8 to 8 central time, but that is not correct , they are open until 5 pm central time and I am on the east coast.
I am going to cancel and find something that offers me some safety and peace of mind If I can get a hold of them to cancel.
4 years ago
Reply from Brinks Home Security
Audrey , Thank you for your feedback, Brinks Home takes all complaints seriously, and we appreciate you bringing this to our attention. please email us at socialmedia@brinkshome.com at your earliest convivence with your account number and any other details about your experience. We look forward to speaking with you soon. - Hector S.
Jan. 11th, 2022
S. Smit Upland, CA
I have spent 2 hours on the phone waiting to speak to some one who can help me. I was transferred three times and the fourth one was gong to be the first department. After waiting more, I was hung up. There seems to be one one who can help with receiving a report of a transcript or work order.
4 years ago
Reply from Brinks Home Security
s. smith, we are sorry to hear that your recent experience with us was frustrating. We take all complaints seriously, and I am sorry to hear you had trouble. I would love to look into this for you, and work with you to reach a resolution. Please send us an email at socialmedia@brinkshome.com with your information and any additional details you would like to provide. We look forward to following up with you.- Hector S.
Jan. 5th, 2022
John Batesting Union City, CA
I've never gotten out of my way to write a negative review about a product before, but Brinks absolutely has the worst customer support I've ever dealt with. About a month ago resetted it's passwords for some odd reason and I was unable to login, and I've had to call multiple times to deal with it but the support agents were not helpful whatsoever. Be prepared to deal with a bunch of questions to verify it's you when it's obviously you. Even after I shared a password that I ONLY KNEW, they kept on requiring me to verify additional details. Isn't it already in your software? I highly would not recommend.
4 years ago
Reply from Brinks Home Security
John, we are sorry to hear that your recent experience with us was frustrating, we strive to provide you with an excellent customer experience, and appreciate you reaching out to let us know about your recent issues, I have located your account and will be reaching out directly to help resolve this for you. - Hector S
Jan. 5th, 2022
Yolanda Davis Columbia, SC
I've contacted Brinks several times regarding my outstanding bill from the new installation conducted at my residence on 9/27/21. I informed BRINKS that I was not pleased with the technician sent to conduct the installation, however now after offering to write a check to pay my outstanding balance for that work, your representatives (spoken to 4 about this issue) inform me that they will withdraw the funds from my bank account through auto pay and a check is not necessary. I've been waiting two months for the withdraw to take place and each time I call, I've been given false information even up to yesterday
12/7/21 regarding when this transaction will take place. I received phone calls from you people stating that my account has been sent to collections along with late fees that were attached
to my outstanding bill. I'm set up with auto pay and cannot understand the headache and harassment I'm receiving trying to get you to take my money- just unbelievable! At this point I've had enough and need to speak to management
4 years ago
Reply from Brinks Home Security
Yolanda, we are sorry to hear that you are experiencing issues with your account.Thank you for letting us know. I will personally look into this for you and will work with you to find a solution. I will be in touch in the next 48 to 72 hours by email or phone. – Juana H.
Dec. 10th, 2021
skurow22 Katy, TX
When we had alarm go off, agents were not friendly. When we tried to update info, they did not do it across the system.
Cancelation has been a nightmare. Over 2 hours bouncing around from agent to agent. Then they continued to charge my account and claim they didn't receive signed cancelation doc (I have verification email from them that it was signed). Now I'm back on hold while they "figure it out" - it's been 40 minutes and I'm back to the original hold message...
4 years ago
Reply from Brinks Home Security
Hello, thank you for letting us know about the issues you are having with your account. I would like to look into this for you but am unable to locate your account. Please send us an email at socialmedia@brinkshome.com with your account information and we will be happy to help you find a resolution. - Juana H
Nov. 24th, 2021
Jay La Mesa, CA
This review would be ZERO STARS if I could! Our system was installed on 11.09.2021 the very next morning I got a alert that the front door lock jammed. When I checked the front door it was locked but the app said it was unlocked. I called support and spent almost 2 hours on the phone with a technician trouble shooting it only to be told that a technician would have to be sent to repair it. Only problem was there were no appointments available until 12/11/2021. I have spent 6 hours today on and off hold trying to resolve my door issue and trying to acquire an insurance certificate without any success. I have completely wasted my time due to lack of customer service.
4 years ago
Reply from Brinks Home Security
Jay, thank you for reaching out about your recent issue with your account. We take all complaints seriously, and I am sorry to hear you had trouble. I would love to look into this for you, and work with you to reach a resolution. Please send us an email at socialmedia@brinkshome.com with your account information and any additional details you would like to provide. We look forward to following up with you. – Juana H.
Nov. 12th, 2021
Patricia Freeman Baltimore, MD
Today is October 25, 2021. I am writing my complaint while I am on hold. I am using 2 phones. I was trying to make sure my account was canceled.. I was on hold 12:05 to 1:15. I talked to Sandra, she suppose to transfer me to the manager. And the second person was Daniel, he suppose to transfer me to the cancelation department, I was on hold from 1:20pm and still holding on it's now 2:40.. I can see being on hold at least 15 minutes, not hours.. I will never get this matter taken care of. Now it's 2:43 pm. Then Carlos answer 3:03, I explained to him about canceled my service, now he us transfering me to the cancellation department. I am still on hold.. I will truly cancel my service and letting my friends and family to not use brinks especially being on hold for many hours. Customer service is unacceptable. No one should be treated like this and being on hold for many many hours.. I am not very pleased with brinks. I will no longer have confidence in brinks.and now it's 3:25 pm.. I was on hold from 12:05 to 3:25 pm., I did not have this taken care.. ms Freeman
4 years ago
Reply from Brinks Home Security
Patricia, we are sorry to hear that your recent experience with us was frustrating. Please know that we are sorry to see you go. Brinks Home takes protecting you and what’s most important to you seriously, and we are sorry to hear that you are disappointed in the services you received. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 hours for us to look into this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. – Juana H.
Oct. 26th, 2021
Eric Halverson Clovis, CA
A company is only as good as its Customer Service. I consider it extremely poor customer service when you place a service call and the earliest they can get there is three weeks. I definitely rate it as piss poor service when the Tech fails to follow instructions to enter gated community and leaves claiming "we missed the appt" and reschedules us for six days later without even asking if we'll be here.
It is especially terrible customer service when the client in question is recovering from a stroke while also fighting stage 4 cancer.
The whole reason we gave the Technician explicit instructions on the Gate Code & how to use the Gate Intercom if he somehow couldn't make the simple 4 digit code work is because that's how a person enters. Not using either and deciding to call the cell phone of the 86 yr old disabled person as the only option is VERY POOR Customer Service.
Then to make it worse I just spent almost 2 hours trying to get someone here sooner. The Brinks primary phone is an automatic 30 minute wait which in reality was over an hour before I disconnected that phone. Simultaneously I was using their TEXT SYSTEM that finally 30 plus minutes later connected with a person that accomplished nothing. Fortunately I had other phones in play & after speaking with four other people from two companies, talked to a scheduler who told me they don't have anyone in our area of 200k people until that later date.
Bottom line is dealing with Brinks who places Robo Call Phone Answering above actual humans and has so few technicians in an area with combined population over 600,000 leaves me doubtful that as a SECURITY COMPANY where FAST RESPONSE IS CRITICAL they are at all up to the task.
4 years ago
Reply from Brinks Home Security
Eric, we are sorry to hear that your experience with us was frustrating. At Brinks Home we aim to provide the best customer experience, I will reach out to reassure you we are here to help. We appreciate your time and patience and look forward to speaking with you soon. -Edwin Q.
Jul. 14th, 2021
Gary Shelley Bristol, VA
I only clicked on one star because zero was not an option.
The system malfunctions repeatedly. BEEP BEEP BEEP. Used to be that I could acknowledge the problem and the beeps would stop. No more. It eventually stops but last time it went on for close to an hour. Called technical support - waited on hold for over 30 minutes - no help at all - then put me on hold again.
NEVER sign a contract with this company. Talking to customer service is like speaking to robots - completely unhelpful - just repeating whatever line the company has trained them to say. System doesn't work - tough. Driving you crazy - tough. Raise your rates or fees in violation of the contract - tough.
For your sake do NOT pay these thieving scoundrels for crappy, malfunctioning equipment. Go ANYWHERE else for less than half the price, get equipment that works, and customer service that is helpful.
4 years ago
Reply from Brinks Home Security
Gary, we are sorry to hear that your recent experience with us was frustrating. We strive to provide you with an excellent customer experience, and appreciate you reaching out to let us know about your recent issue. I was able to locate your account and will reach out to resolve this. - Edwin Q.
Jul. 2nd, 2021
Roger Myung Woburn, MA
Brinks took over from our previous alarm company. It was cheaper than the original company, so that is a positive.
However, they are deceptive about renewals. We had a fire alarm go off, which triggered a call to the police and fire departments. When they got here, they asked us to call Brinks since the alarm was still going on. My wife called Brinks to do so.
Later, when we tried to cancel and move, they told us that during that call, we actually renewed our contract. When we asked for proof, they did not give any.
My wife has called multiple times about this, but they keep saying they'll review the call and call her back.
4 years ago
Reply from Brinks Home Security
Roger, we are sorry to hear about your recent experience with us. At Brinks Home your satisfaction is our top priority and I want to reassure you we are here to help . I will be more than happy to look into this and will reach out to you to resolve this matter. -Edwin Q.
Jun. 17th, 2021
Susan Flynn Woodbridge, VA
I purchased security from Livewatch about 7-8 years ago. They were great! Easy to get a hold of. Professional if they had to call and let you know there was an alarm going off. Text messages would go out before they called.
Since Brinks took over I have had nothing but problems:
*unprofessional when calling to warn about an alarm. My back-up person didn’t even know they were an alarm company calling to tell them my alarms were going off.
*extremely difficult to get a hold of anyone during an alarm going off and any other time that you need help or have questions
*hours on the phone to correct a very serious alarm issue (alarm would not stop arming itself)
*people you speak with are not knowledgeable about how it fix things and have to be told when to stop the police from coming (on the phone trouble shooting and they didn’t seem to understand that now they sent the police to my house)
*texting choices do not answer your questions or give you help
*many different numbers to call or text
*no email address as a contact
*hours...and I’m not kidding...hours on the phone to correct serious problems. Transferred to different people because they kept making mistakes. MANY false alarms because of THEIR mistakes
*no warning that when they are asking you to open the base unit an alarm is going to explode in your ears causing severe tinnitus, no apology for it, no care that it happened, and no direction has to how to turn it off being that they base station keypad wasn’t working to begin with.
I am trying to get out. I am switching to a new company.
4 years ago
Reply from Brinks Home Security
Susan, hearing of your experience with us is alarming to say the least. At Brinks Home, we strive to assist every customer effectively and we certainly apologize for any inconvenience this may have caused you. I would like to address every single issue that you are having and see how we can make your experience with us a positive one. I was able to locate your account with us and I will be more than happy to contact you directly to get this resolved. Please allow 48 to 72 hours to research this and follow up with you via phone or email message. I appreciate your time and patience during our investigation, and I’ll be in touch soon. - Daniela S.
Jun. 8th, 2021
km Los Angeles, CA
My mother's house has been sold for 2 years and they've been automatically deducting $50 every 2 months despite the account being cancelled and without an active police permit. I was on hold for 30 minutes before being told that I would have to call back on the same number the next day because the no one was available in the accounts department and because the so-called customer service department is only an in-bound call facility, they can't forward my complaint to anyone with any authority to call me back or give me a direct number to call without waiting. Can't imagine what would happen if there was ever a real emergency if they continue to bill even absent a police permit and don't have authority to call anyone. Luckily my HOA has private security, but if ever I needed another home security company, this experience has demonstrated that Brinks would be my absolute last call.
5 years ago
Reply from Brinks Home Security
Hello, thank you so much for letting us know about the issues that you are having. We would like to look into this matter further. I was not able to locate your account, if you can please send us an email at socialmedia@brinkshome.com we would gladly appreciate it. - Daniela S.
Apr. 9th, 2021
Gwen Rivers ,
I AM OFFICIALLY CANCELLING my services with Brinks and it has NOT been 24 hrs. I asked the service rep who's name was Tyson, if Brinks provided services that were not on a contract!!!!! I made it very clear that I was interested in not being on a contract. I had to learn through the reviews that Brinks provides something called Nest; and that is month to month. I was not offered this plan. Extremely Disappointed !!!!!! What I do not appreciate is the untruthfulness of this company. Take my credit card off of your files and please send me my CANCELLATION FORMS JUST AS QUICK as you sent the other docs to me. The customer service email does not work!!!!
5 years ago
Reply from Brinks Home Security
Gwen, we are sorry to hear that you want to cancel your account with us. At Brinks Home we never mean to make any request a difficult one and we act with the upmost integrity. I was able to locate your account with us and I will be more than happy to reach out to resolve this matter. - Daniela S.
Mar. 18th, 2021
Andrew Allen Seattle, WA
Brinks is a customer service nightmare.
You can ignore all the glowing reviews from those here who are happily using Brinks but haven't yet had to cancel the service. They don't yet know the brick wall they're headed toward.
When the time comes for you to cancel the Brinks service (as it will for everyone), this is what you can look forward to:
-- 1. First, you'll discover there is no option to cancel your service on the website or automated chat.
-- 2. Next, you will see there's an option to enroll in autopay on the website, yet there is no option to turn OFF autopay on the website or chat.
-- 3. Brinks will send no email notice before a payment is made—only after a payment has been processed.
-- 4. The only way to cancel your service is with a phone call—prepare to wait 30-60 min for an answer.
-- 5. That call then requires you to talk to their "Cancelation Department" which operates at reduced hours—call again later.
-- 6. Once you get through, the "Cancelation Department" is actually a "Retention Department" so get ready for the strong sell on why you should remain a customer.
-- 7. Then, you'll need to wait 2-3 days for them to send a simple email containing a "critical" document that "requires" your signature. Don't worry the sales agent will be unable to explain what's contained in the document. Note: there is a good chance you won't receive this email (as I didn't even though 4 increasingly desperate retention emails came through) which they will not resend unless you repeat steps 1-6.
-- 8. Once you receive the "critical" document, it turns out to be yet another veiled retention tactic (no surprise)
-- 9. Once signed and returned, it will then take 30 days to "process" said document ensuring you will pay an additional unnecessary month—with no mention of any of this in their Terms of Service.
It's been 3 months, and I'm still working to get my service cancelled and funds refunded. I've seen bad customer service but Brinks is, hand down, the most predatory I've ever seen. It doesn't matter how good you are at what else you do if you can't treat your customers right when it's time to say goodbye.
---- UPDATE: Brinks replied with their stock response from "Daniela" (that I've received 4 times now) promising they'd happily reach out to resolve the issue. A week later, and still nothing.
5 years ago Edited September 14, 2021
Reply from Brinks Home Security
Andrew, we are sorry about your most recent experience with us. At Brinks Home our main goal is to provide the best customer service experience and we would never mean to make any request a difficult one. We would love to look into this matter further. I was able to locate your account with us and I will be more than happy to reach out to resolve this issue. - Daniela S.
Mar. 5th, 2021
Arthur B Columbia, SC
Absolute terrible experience with customer service and Brinks. First I was originally with another monitoring company before Brinks took over. In total, Brinks had 6 years with my account. While living at my residence, other companies had approached me about new technologies (cameras, automatic door locks, web interface capabilities, etc). Never received a call about any of these upgrades while being with Brinks. Also, each year I was with Brinks, my monthly rate kept going up with no added features from the company (I only have my service monitored for $50 per month). When I recently moved from this address, I was asked to sign a docu sign agreement to get out of my contract. The contract was very vague and it stated I would be subject to cancellation fee's and additional payments to possibly cancel. When I sent an email back to have them clearly define what these possible "fees" were going to be, of course crickets. No response from Brinks. I submitted my cancellation in December. (Also, I haven't lived in that residence since October) They did not process the cancellation until January 4th. So what do I recently find out? It takes 30 days to process cancellations so because they processed on the 4th of January I owed for both January and February because the 30 day time limit is based on when Brinks processed my cancellation. Oh, an an additional kicker was they went up on the monthly for 2021. So I owe 2 months at the increased rate. When talking to customer service and asking if I could speak to a supervisor (I had already went through customer service on my prior calls in December and January with no resolution), the rep told me that there was no supervisor on hand. I had to demand that a supervisor (when available) call me back which I seriously doubt will happen. I find it truly amazing that companies like this that can't act professional from beginning to end wonder why they can't retain customers. I have taken surveys for them so they can improve their company but it really doesn't matter if they don't do anything with the information. The one good thing about the internet these days is that it allows a platform for customers to relay their experiences both good and bad so consumers can make an informed decision. I also happen to give great reviews when I feel like companies go beyond to make their customers happy. I truly appreciate when people take the time to communicate their experiences so consumers can make the best choices to the companies that offer their services out there. Its not hard Brinks. The more positive reviews you receive the better your products and service sells. It only takes the company to realize that if you treat your customers well all the time and not some of the time, then people will be highly respective of your company.
Update- 2/11 - was contacted by Brinks immediately from CS to contact them regarding not finding my information. I sent email that same day with all my contact info for the address in my posting. No return to email. Sent a follow up about asking for an update on my issue. No response again. Just making everyone aware that the response to my post was immediate to reach out and help me but no further action was taken after that. Just a response so the viewers could see they responded to my post quickly but did nothing to follow up and resolve this issue for me. Don't be fooled!
5 years ago Edited September 14, 2021
Reply from Brinks Home Security
Arthur, we are sorry to hear about all the inconvenience on your account. At Brinks Home Security we always up with the upmost integrity. With that being said, we would like investigate this matter further. I was not able to locate you account. If you can please send us an email at socialmedia@brinkhome.com with your account information so we can further assist. - Daniela S.
Jan. 19th, 2021
Shonda D Danville, AL
Brinks took over my other security system. Since than it has all went down hill. They said I would be able to move it free of charge when I moved. Well I moved and than they tried to make me pay for my old address and didn't want to change it to my new address. I told them I would not pay for someone else to have a security system! I finally got them to switch it , but than they started billing me in someone else's name, so no I did not activate at my new address, again I am not paying for someone else's account! They tried to make me sign a new contract, I asked why in the world would I sign a new. Contract I have already fulfilled mine. He said to have it back in my name I would have to sign a new contract. No! That is not my fault brinks started billing my account in someone else's name. I said forget it cancel it. He told me u would have to pay the balance of 69.99 and if I didn't do so every month will continue to go up. I again asked why would I pay for someone else's services when I didn't even receive any services. My family has been unprotected because of their mistakes and I'm suppose to pay for it! Why? And to top it off they can't even get my address right. Again why would I pay for services I am not receiving. I have tried since I moved in September 2020 to get this straight and still they can not. My daughter has been in the ICU and they say that is not their problem. Well no it isn't, but why add more stress onto anyone when you are thinking your family is safe at home protected while in the hospital?! Note they were not protected after all! They are still refusing to cancel my account and telling me they will send me to the credit bureau. They should see this is an easy lawsuit, since one your not billing me, some stranger, two you can't even get my address right. I want this canceled!
5 years ago
Reply from Brinks Home Security
Shonda, we are sorry to hear about your recent experience with us and we thank you for bringing this to our attention. At Brinks Home Security we aim to provide the best customer experience and I want to reassure you we are here to help. I was able to locate your account and will reach out to you. - Edwin Q.
Jan. 5th, 2021
Huong Cornelius, NC
They deserved to have a negative rating . We used to have time warner security which had an excellent services but once they sold their service to Brink. This Brinks company is so bad . They never contacted us when alarm’s battery was dead. They never called us back to check if we are ok when our alarms went off. When we contacted them for complaints, they said they are not able to help because they are from the sale department and transferred us to a number said that the office was closed ( only open from8-5).
It is a horrible services. They are taking our money monthly and didn’t even monitor the service. I will report this company to better bureau business
Don’t ever use this company.
5 years ago
Reply from Brinks Home Security
Huong, we are sorry to hear about your recent experience with us. I would like to take this opportunity to let you know that at Brinks Home Security we aim to provide the best customer service and regret any inconvenience we may have caused you. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to take a further look into this matter and reach out to you. - Edwin Q.
Jan. 4th, 2021
Lisa Nazzaro Port Saint Lucie, FL
My driveway camera went down and it took me 3 weeks to get an appointment with them to come fix it. On the day of the appointment they never showed up. When I called, they said they thought it was on "Saturday. " I know I didn't make it for Saturday because I was involved in a Holiday craft fair that day. I called back to try and reschedule, but they never called me back or tried to reschedule. When I finally got them on the phone, I told them I wanted out of my contract because I didn't trust them anymore. They offered to give me half price for the next 2 months and send a tech out. Seriously??? When you don't trust your security company what good is it? This is also the second piece of equipment that I had to have fixed in the first year. In the end, they made me buy out the last 16 months of my contract...over $600! Unbelievable.
5 years ago
Reply from Brinks Home Security
Lisa, we are sorry to hear that there are some confusions about your account. At Brink Home Security we strive to do better than we were the day before, and we want to rectify the situation. I have located your account with us and will investigate this matter, and then reach out to you to resolve any misunderstandings. – Daniela S.
Dec. 23rd, 2020
Jeff Clark Columbus, OH
My 88-yr-old mother and I called to cancel her Brinks service because she was moving into an elder care facility. After extended waits and lengthy info gathering, they finally told us cancellation had to be completed online. We did, and Mom moved away. Brinks then sent a letter saying they couldn't cancel because she had "only" paid 57 months of a 60 month contract! I called Brinks to straighten it out - no such luck, including with the supervisor. They insist on proof of residence from the elder home, and even then don't promise they'll cancel the last three $50/month. Yesterday I jumped through this fourth hoop and got a letter from her facility that I sent to Brinks. No response from Brinks.
I don't believe the problem is just with the individuals I talked to. The experience of most everyone in online reviews is the same - Brinks' conscious policy is to drag cancellation out so they can squeeze the last dollars out of even long-time customers, including elderly ladies and their families who have a lot more to worry about than the grubby tactics of this corporation.
I have to believe there are other security system services that are more honorable. Don't sign on with Brinks.
5 years ago
Reply from Brinks Home Security
Jeff, we are sorry to hear about your recent experience with us. I would like to take this opportunity to let you know that at Brinks Home Security we aim to provide the best customer service and regret any inconvenience we may have caused you. I want to reassure you we are here to assist and will reach out to you regarding this matter. -Edwin Q.
Dec. 23rd, 2020
Deborah ann Hart Memphis, TN
My system was acquired from Protect America some months ago by Brinks. Since that time I have had alarms which were not responded to by Brinks. The last alarm was on the 4th of December 2020 which could not be silenced at the little box Brinks supplied. Calls to customer service resulted in my being advised that the system in my home has not been tied into the monitoring system at the Brinks central office. This means that for all the time I have been paying for alarm response, I have been in unprotected because the Brinks Co. has not been monitoring my home. I got a bill for over $100.00 for what they have not provided. I will most certainly be seeking refunding of my payments and response as to why I should not bring suit for their placing my home and my family's safety at risk!
5 years ago
Reply from Brinks Home Security
Deborah, At Brinks Home Security we aim to provide the best customer experience, we are sorry to hear that this was not the case. We do take these matters seriously and I would be more than happy to look into this. I was not able to locate your account, if you could please send an email with your account information to socialmedia@brinkshome.com , I will reach out. -Edwin Q.
Dec. 11th, 2020
Brian P Atlanta, GA
UPDATES: Adding insult to injury on the way out the door.
- When you fill out your paperwork to confirm that you are cancelling your account (digitally sign), you are then put on a call list, where Brinks will get an Indian guy named bob to call you EVERY SINGLE DAY, saying that 'you need to complete your account closure, will you please hold for an account manager'. Well, considering I don't know bob and he is calling from an unknown number in the Texas area code, I am not going to hold and give my personal info to anyone. After the fourth or fifth time this happened, I hung up, and called the Brinks main number, got immediately put back through to the Loyalty department since my account is in closure status I guess, and just explained to them what was going on. They confirmed that no, I do not need to do anything else to close my account, and yes, I am on a call list, but they will remove me from it now. Gee, thanks...
- You can't just close your account, it is put into a 'closure' state for 30 days from the time they get your paperwork back. And for those 30 days you are on a call list ^. You are also still paying for services during those 30 days, even if you have already physically disconnected your system and thrown it in the garbage.
- Just for one last kick, they sent me a paper bill for my final statement saying they are giving me back $30ish of my final month's payment, cool, but there is a $2 paper statement fee on there...I have never received a single paper statement from them prior to this one. I did not ask for this paper statement, why am I paying you $2 for it?? Garbage company...
I was originally a Power Home Technologies/MONI customer, before Brinks took over/bought out. Prior to Brinks involvement, I had no issues with my service at all. After Brinks took over, I had nothing BUT issues.
- Price hikes every single year (up to $56/mo now)
- Company will not disclose management code for the panel that I bought and paid for, so I can't do anything like change volume, rename sensors, add or remove sensors, etc. without paying a $100 service fee to get a technician out to do it for me.
- The app was changed from MONI to Brinks and subsequently became much less responsive. Time between hitting arm or disarm on the app and the panel responding varies anywhere from 5-10 seconds up to several minutes or just not working at all.
- When replacing batteries, the open/closed status of sensors gets out of sync between the app and the panel, which leads to all kinds of problems. Again, can't do anything to fix it without paying $100 to send someone out.
- After the switch, for whatever reason, the talking volume of the panel got cranked up to 100+ decibels, so if your system goes off and you need to tell them the passphrase to not send the police, you have to shout as loud as possible from several rooms over to not go deaf. They are so loud that they are completely unintelligible. Want to change it? Yep, $100 service fee.
- The couple of times we have tried to call them to let them know we are going on vacation for a week and to not try to call us because we will be unreachable in case of emergency, it took 30+ minutes of waiting on hold to get someone on the phone.
- Trying to cancel my service now that my insanely air-tight contract is finally over, and the 'Loyalty' department is only open 8-5, M-F, so I will have to take time off of work to call them to cancel my service. Technical support and customer service both told me that they aren't allowed to turn off or disconnect my system without first getting approval from the Loyalty department.
Terrible company, just makes me miss the company we actually purchased service from to start with. Switching to SimpliSafe as soon as I can get Brinks to finally turn off my system.
5 years ago Edited September 14, 2021
Reply from Brinks Home Security
Brian, the recent experience described in your review is shocking, please know that this is the exact opposite of what we strive to provide for all of our customers. Here at Brinks Home Security your safety and satisfaction is our top priority and our response time is amazing. With this being said I would be more than happy to look into this matter, unfortunately I have not been able to locate your account. If you could please send me a direct email to socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. -Daniela S.
Dec. 8th, 2020
Maria Pereira Orlando, FL
Terrible customer service. Stay away from brinks home security. I have been monitored by Monotronics for about 16 years , (great company btw... ) when the company was turned over to Brinks home security everything went downhill. My alarm system stopped working in October 19, 2020 due to a power outage. When I noticed that the alarm Was not connecting to the company I call them and they try to fix it but no luck . At the time I told them to suspend the service since I was going to be out of town and when I came back I tried calling them back so they could fix it. Because I wanted to shop around I told them that I wanted to cancel service and if I decided to stay with them I would call them back. Was never told that I had to fill out a form in order for me to cancel. When I decided that I didn’t want to stay with them call them back Told them that I wanted to cancel again and not stay with them. When I finally realize that I needed to fill out a form to cancel was when I spoke with them for the fourth time and many hours of waiting to be able to speak with a human. I finally fill out the form and send it to them and they said that they were going to cancel the account and give me the refund for the month of November. Because I never received a refund I called them back today and they said they were not going to give me the refund and I also found out that they are charging me $20 more for I don’t know what. These $20 are a charge that is pending on my credit card . Today is December 1st and I don’t know what is this for since I cancel this account beginning of last month and I try cancel way before that and they persuade me to stay with them and never told me that I needed to fill an application for cancellation. For that reason I feel that this company is a thief and trying to rob people of their very little means of survival! So what I had to do now is dispute the charge on my credit card and block this company from accessing my credit card in the future because after I told them to stop automatic withdrawal for monthly charge , they kept charging me for the service that I am not having and They are not providing to me.
5 years ago Edited September 14, 2021
Reply from Brinks Home Security
Maria, thank you for reaching out. At Brinks Home Security we aim to provide the best customer experience, we are sorry to hear that this was not the case. We do take these matters seriously and I would be more than happy to look into this. Unfortunately, I was not able to locate your account, if you could please send an email with your account information to socialmedia@brinkshome.com , I will reach out. -Edwin Q.
Dec. 2nd, 2020
Sarah Lukin Anchorage, AK
We originally installed our security system 10 years ago. The service has been sold to a few different companies since then. It's now owned by Brinks. For over $60 a month we get zero service so I decided to cancel it. I sat on hold for 20 minutes to talk to a human. I talked with a customer service person on Nov. 9 to cancel the service. She said to do so I had to complete a survey. I declined and said I just wanted the service canceled. She ignored my request and started the survey anyways saying I cannot cancel my service without first completing the survey. Then partway through the survey the "connection went dead". She never calls me back. I'm not going to call back and sit on hold another 20 minutes. I check my checking account today Nov. 23 to find they've charged me another month for a security I canceled on the 9th. I call customer service....I again provide all my account information, including my security passcode to verify my identity... The customer service representative Carlos says my account was never canceled and so he starts the process with me on the phone. In order to cancel my account he has to email me a form which I have to complete and return. Then the service will be canceled in 1-2 weeks. After that I can dispute the charge made on Nov. 23. While I appreciated Carlos, he was helpful and he’s just telling me company process/policy, all I can think is
“Are you serious? What sort of company operates like this?” I have never dealt with such a horrible convoluted situation. I cannot recommend enough -- stay far away from Brinks Home Security!!!!
5 years ago
Reply from Brinks Home Security
Sarah, we are sorry to hear about your recent experience with us and we thank you for bringing this to our attention. At Brinks Home Security we we do take this matter seriously. I want to reassure you we are here to help, I was able to locate your account and will reach out to resolve this. -Edwin Q.
Nov. 24th, 2020
LightninLance Denver, CO
I canceled my service with Brinks. I received a bill for $0.00. I also received a letter asking me to consider Brinks for my future security needs. 18 months later I began getting phone calls telling me I owe Brinks a lot of money for service on a house I no longer own! Brinks made a mistake and now they are harassing me with as many as 6 phone calls a day. I had my payment taken from my bank account automatically every month. I had to pay my bank to stop this automatic withdrawal. I took many steps to stop service but they still began charging me again without my knowledge on a home I have not lived in for almost 2 years. I would give them a zero star rating if that was an option. I would only recommend Brinks to someone I do not like! Avoid this company at all costs!
5 years ago
Reply from Brinks Home Security
Hello, sorry to hear of your recent experience with us as it is the complete opposite of what we strive to provide all of our customers. Here at Brinks Home Security, we care about your satisfaction and regret any inconvenience we have caused you. We would gladly appreciate it if you send us an email at socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. – Daniela S.
Nov. 3rd, 2020
Yonca Copper San Antonio, TX
Terrible Terrible Terrible company!! Do not work with this company as they do not value their customers.As I previously mentioned Brinks did not protect my home when my alarm went off middle off the night they didn't even bother to call the police. Executive department has contacted me with all bunch of excuses with no apology. After sharing my experience online she has called me back stating they will send a tech to complete maintenance for the sensor further advised me that they will accommodate and place a broken window sensor at my house. Just to find out they charged me for the sensor issue with their own device!!! On top of that new sensor they have placed at my house keeps going off and when I called to asked for sensor to be adjusted I was yelled by Executive department team member and she didn't even bother to schedule a tech visit. PLEASE PLEASE DO NOT WORK WITH THIS COMPANY. THEY ARE DISRESPECTFUL, THEY DONT CARE ABOUT YOUR SAFETY AND CUSTOMER SERVICE EVEN EXECUTIVE DEPARTMENT CALLS AND YELLS YOU!!
5 years ago
Reply from Brinks Home Security
Yonca, hearing of this recent experience with us is alarming to say the least. At Brinks Home Security, we strive to assist each and every customer effectively and we certainly apologize for any inconvenience this may have caused you. We would be happy to investigate this matter further and provide an amicable resolution.-Daniela S.
Nov. 2nd, 2020
55kat Colton, CA
If I could give less then 1 I would. They convinced my godmother to switch to them and promised the best. Her system was installed wrong and kept beeping all night long. We had to call MULTIPLE times and every time they promise to check with the technician and call us first thing to schedule. Every time I have to call for an issue I need to call a minimum of 3x to actually get something done. I’m currently on hold again because I called them Saturday to fix this issue, they already said they would do it on the previous call, they told me no problem first thing Monday they would call to schedule when the technician would be coming this week. It’s now Wednesday and we have yet to hear from them so once again I’m on hold with them, it’s been 37 minutes so far. They are absolutely horrific. Based on the experience we have had every time we have had to call I will never recommend this company to anyone and I encourage anyone considering this company to choose literally ANYONE else.
5 years ago
Reply from Brinks Home Security
Hello, thank you for reaching out and bringing this to our attention. At Brinks Home Security we want to make sure very customer is satisfied with their service and we are sorry to hear that this was not the case. If you could please send your account information to socialmedia@brinkshome.com, I would be more than happy to look into this and reach out to you to resolve. - Edwin Q.
Oct. 30th, 2020
Ron Bowers Tallahassee, FL
With change over from Protect America Brinks botched the billing and said American Express refused charge for the first month after change over. I only noticed it because they put a late fee on charges, but no indication of what month as been missedLater they said it was August. I protested that American Express, which had been paying the bill all along with Protect America would not suddenly refuse to pay unless the billing was botched and that American Express paid as usual the very next month, so only one month was missed. I said I would continue service if Brinks removed the late fee and the “missed” month charge. They refused and would not connect me to a supervisor. So I said cancel service. Then they said would owe 8 or nine months of fees for a a cancelled contract. I said no way, I never signed any contract. So this stupid episode has cost them a customer. In addition I had a breach, an intrusion and they never called, so there is a failure to perform anyway. Security companies are nearly a scam anyway, in my opinion.
Since I own the equipment, I’ll rig it to notify me directly for a breach and call 911 myself.(I’m, an electrical engineer).
I’ll never do business with Brinks and I do not recommend them.
R.E.B, MD
Florida
5 years ago
Reply from Brinks Home Security
Ron, we are sorry to hear about the experience that you had with us. At Brinks Home Security, we care about your satisfaction and please know that we always act with the upmost integrity. I was able to locate your account with the information provided and I will be happy to reach out to you to resolve this matter.- Daniela S.
Oct. 21st, 2020
Veteran67 Lakeland, FL
Had Brinks for awhile. Was expensive at first and called to cancel but they offered me a lower rate so I took it. Called today to cancel since I installed my own security and told me I still had 431 months left on my contract. I never signed any contract and she said I agreed to it over the phone. never agreed to anything and asked her to get a copy of the phone call which she said she will do and get back to me. If I made a verbal agreement like they say I did, they either tricked me to say it but heck, I'm old and who knows if I'll even be around 3 years from now so why would I agree to that. I also know by law that a verbal agreement is invalid. I never signed one the first time I got Brinks and when I called to cancel the first time, no contract was ever mentioned. They don't care about you or me, just like all companies, they just care about the almighty dollar. The heck with Covic 19 financial problems with the public.
5 years ago
Reply from Brinks Home Security
Hello, we are sorry to hear that you have not had a pleasant experience with your request to cancel. At Brinks Home Security we strive to provide great customer service and when one of our customers feel that we have failed their expectations, it is important for us to know. If there was any misunderstanding from our end, we would like the opportunity to resolve that. We would gladly appreciate it if you send us an email at socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. – Daniela S.
Oct. 7th, 2020
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.
5 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.
5 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.
5 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.
5 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.
5 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.
5 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!
5 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!!!
5 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.
5 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
5 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.
5 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 !!
5 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.
5 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!
5 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.
5 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.
5 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
5 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.
5 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!
5 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.
5 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.
5 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
