Brinks Home Security Reviews

HORRIBLE STAY AWAY PLEASE... AS of 08/16/19 I'm still dealing with this nightmare!! I've contacted the person that replied BUT WITH NO REPLY FROM THEM EVER SINCE!!!!! I am formally requesting for the third time that; the money taken from my account for the second time in less than ONE WEEK is refunded immediately $--- and the overdraft fee $----- from the first unauthorized transactions that according to your statement was taken out by according to you MR. E immediately. Since the service or even installation never started nor took place. I told you clearly that I do NOT want to do business with a company that has lied to me since day one.CANCELLED EVERYTHING!!!!!! AND NO I DO NOT ACCEPT THE SO CALL " 5 MONTHS FREE THAT YOU OFFERED ME TO KEEP THE SERVICE" I've contacted several times since yesterday 8/8/19 and left messages for you to return my call, and provide your supervisor contact information without any response from you or anybody from the company you represent (BRINKS).

This is more about their customer service which is so bad that it is almost laughable. Bottom line up front, this company is NOT military friendly. Brinks told me (I have the conversation in text) that military clause would cancel the agreement when I initially signed up, however, when trying to cancel, their "correspondence" who cannot be reached by anyone including account managers who work Brinks in anyway other than email said that they only honor military orders that place service members where Brinks cannot provide service. In addition, I was told that even deployment orders may be "possible" to qualify in cancelling contracts. This company should be blacklisted for service members. Completely dishonest and unprofessional. Tell you anything is possible to get you to sign up and do everything to trap you in.

I added multiple cameras BUT WAS NEVER TOLD it would require increasing my upload speed. In fact I asked EVERY TIME they said it FINE more than I needed. I have spent hours and HOURS on the phone trying to figure out the problem. They just want you to buy cameras don't care if they work right or not. Told me my first camera would work with smart phone and it was free. Neither was true. Told me to buy a DVR to make it work. Also not true. Told me today I needed a booster. Again NOT TRUE as all cameras are less than 30 feet from the modem. Basically GOTCHA SUCKER is what I would say about Brinks customer care.

This place sucks. We had a commercial account. The equipment never worked right. Calling us with false alarms one entire night by automated calls with no way to stop it when we called them. We had no contract as we were with Monotronics who was bought out by them. I tried three separate times to cancel being assured that it was, yet they still billed me this morning. Three separate calls and over 1.5 hours this morning combined wait time to be told it wasn't really cancelled the first or second calls made 20 days ago but was "expedited" on the last day of the month. Then to be told "it takes 30 days" SCAMMMERS is what you are. Plain & simple. You did it that way to get one more monthly payment. DO NOT USE THIS COMPANY. There are much better choices.

3 yr contract = expire Apr 29 2019- May 2018 get a False Fire Alarm due to their crappy equipment (per Fire Chief). False Alarm penalty $160.00. That no responsibility. Got and sent in my "Cancellation Nov 2018 - to stop Apr 28, 2019." They hounded me from that point on. Numerous emails and calls back and forth.. never agreeing to go past Apr 29/2019 (I have ADT installed Apr 29, 2019) .. April and May and June no further withdrawal from my bank account,.. then June 17 they took payment of $6.31 and July 16 $26.20 .. Speak to rep (said I extended my contract.. liars!!! then to Supv CHRIS (July 17) who said "Sorry will have funds return to your bank account".. 17 Business days later and no refund!!.. Called and spoke with Angel.. he says "Chris put comment on the account that customer extended contract" ... CHRIS did not call me and advise that BRINKS would NOT be REFUNDING.. Lying, Deceitful Thieves.. I will be going to my bank to have these withdrawals reverse .. and stop this greedy lying bottom dweller company from taking any more of my $$.

Wish there was a way to give less than one star! System was never fully on the system. Gave multiple errors during install. The last straw was being out of the country for a family death, the system was NOT armed and went off. Police and fire were at my house at midnight trying to reach me. My poor dogs were in the house with the siren going off, neighbor ended up breaking a window to get in, the “hub” was taken out of the house and put in a shed to muffle the siren. Called then and was told they couldn’t turn the alarm off (neither could I because the system didn’t work!). I stayed I wanted to cancel. Now MONTHS later my phone rings 5 times a day to collect on a balance, account wasn’t canceled, and they want to change me an early cancellation fee for their crap system. Buyer beware!! Run as fast and far away from this company as possible. To make matters worse their reps are rude and condescending... not sure how you are suppose to feel warm and fuzzy about these unprofessional people virtually guarding your home!

I had service with Moni, Brinks took it over and I was paying $45... switched to Ring, and called to cancel 7/23, received confirmation 2 days later 7/25. They proceeded to charge my credit card on August 6th saying that they will continue to serve me until August 25th.... WTF? My cc has refunded me but I would never trust this company for anything in the future. BTW ring monitors for $10 per month and you can cancel at any time and they will not bill you the following month. SHAME on you Brinks! enjoy the $45

I signed a 5-yr contract with MONI. MONI is purchased by Brinks a few years ago and they charge me a higher amount the next month. When I reached out to them to remind them that I was in a contract for a lower amount, they did correct it. I just noticed that they did it again for Aug 2019 and charged me a higher amount. This is supposed to be autodebit for 5 years for the SAME amount. By Brinks charging me a higher amount TWICE, I would say they are in breach of the contract and I should be let out of it. I'm taking this to an attorney and the Better Business Bureau. What a terrible way to treat customers.

I loathe this company. I signed a standard 36 month agreement, not realizing it would be the single most binding contract I've ever signed in my life. I have been paying for more than a year now for a system that I no longer have possession of, in a house I no longer own or occupy. Whenever I've called to ask for their help in getting out of my agreement, they only try to sell me MORE equipment. They will not let me out of this agreement until I've paid them every last penny for those three years, no matter what. They said I could transfer the account to the new owner of the house. The new owner has no interest in their services, nor can I blame them. This company is terrible and should not be allowed to do business this way. Signing with Protect America is one of the dumbest decisions I've ever made.

For any potential buyers, I would recommend you to stay away from signing any contract with them. Because once you did, it was extremely hard to cancel. I used Brinks Home Security for a rental property that I closed sale on in May. I called the customer service right after the closing to cancel the monitoring service and close the account. The rep on the line would not take no and kept pushing for other options such as transfer the service to other property or putting it on hold for two months. I ended up being charged again after two months of not using it. I called it and told them I canceled it two months ago as the property has been sold. They said they did not consider it canceled unless I filled out the cancellation form. So I signed the cancellation form, and had to let them charge me $35 for another month till 9/2 even though I am not using it. It's definitely not a customer-centric company based on my experience!

I notified Brinks that I removed my control panel when I stopped my Land Line Jan 5, 2019. Was told by customer support I would still be charged the Jan, 19, 2019. I agreed. My bank charge card was changed in February 2019. With out a control panel how could they monitor my home, but Brinks did. I got refund. Brinks charge my credit card again March, no means to monitor. Called Brink even signed an E-Sign Cancellation. Even received “Sorry we are losing you” letter. The next few months received “Are You Returning.” Finally out of the blue just received a letter a Collection Letter. After all this time what Collections. No Means to Monitor. I’m tried of Brinks just happen, I’m apply for a VA Mortgage. Just paid a no monitoring service bill to the Collection Services. Brinks and JD Power Award that’s a joke.

This is a horrible company to do business with. Have a vacant house in Detroit. Motion sensor not on wall, on cabinet. Rodents probably sets off the alarm by walking in front of it. Brinks stated that they phoned me and sent a patrol officer out to my property and charges me $40 per visit because the alarm was triggered. They have invoiced multiple charges on one day! Asked Brinks to show me the paperwork that a officer went out to check out my property and they could not. I have cameras on all four corners of my property and did not see any sign of any security company ever visiting my property on the dates that they are charging me for! This is fraudulent and I will be advertising this issue as well as filing a complaint with the BBB. If you have stock in the company, my suggestion is that you should take your money and time elsewhere. The customer service is horrible. They call you and hang up on you and for what? A $40 bill? I am beyond over Brinks Home Security as they will never get another dime of my time, energy, or money. I will go to another provider and I suggest that anyone reading this does the same. Just peruse some of their reviews across the internet and you be the judge of their stability, ability, and their customer service.

Was a ten year customer of them. Got away from arming the system every day but took comfort knowing that the smoke detectors were monitored and at least I'd have a fighting chance on having a fire put out if I wasn't home. That turns out to be misplaced comfort. I went to arm the system when I was leaving on vacation in May and it failed to arm. Not having time, I didn't do anything about it. Got home, started looking at getting a Ring system and then pulled the trigger on it since they only charge $10/mos for monitoring. Well, when I called PA to cancel service and they asked why and I told them my system wouldn't arm, they told me that it was because my base unit was using 2G cellular. 2G is being dismantled across the country. Did PA do anything to notify me that my base unit needed to be replaced? Nope. Said they sent an e-mail but couldn't produce it when I pressed them. Said they sent snail mail, but couldn't produce it. When I asked them why they didn't call, since they have my number, they said only the monitoring side would do that (which leads me to believe that they contract out this out to another company). They then refused to refund me any $$ because they said it was my responsibility to call every month to perform a test. They took no accountability for knowingly taking my money for months knowing full well my system wasn't talking to them. Based on the fact that they couldn't produce anything to show that they tried to reach me, they were happy to rip me off and not do anything about it. So now, I'm with Ring. Great system. And monitored for $10/month. And besides that, I can see my system myself on my phone and know it's working. I don't have to take any action on a monthly basis to know that my monitored system is working. Apparently PA doesn't really care if your monitored system isn't working. As long as they get their monthly payment, they aren't interested in proactively replacing their own equipment that they know isn't working. Don't use Protect America. Spend the up-front bucks to get your own system and do it yourself. If you want a job done right, do it yourself.

Absolute fraud. I've been paying them for nearly a year for nothing. My alarm has gone off twice with no response. The first time, I had my key holder drive all the way to my home two towns over because I was at work only for her to wait an hour with no police. Thank goodness there wasn't actually an intruder. My mother would have been in danger. When I called to complain, they argued with me that my mother never said she'd be there with a key. I had to call 3 times before someone actually listened to the call log and realized they were wrong. I was understanding that time. I probably shouldn't have been. Then, one month ago, I had another alarm. I told them to send police. They said they couldn't because I didn't have a permit. They never told me I needed one when I moved! I tried to cancel. They wanted to charge me $1200. They kept putting me on long hold until I hung up and then claimed someone was trying to call me back. And they patronized me about the fact that I signed a contract. Since when do contracts only work one way? They don't. That's called fraud. I signed a contract for home security and these people are not delivering. Then, what do they do? They send me the permit papers AFTER ALL THIS. What an insult! Now they flat-out won't answer my calls. So, I'm cancelling through my bank and I've been in touch with several attorneys over a class action law suit.

I think Brinks is an unethical company that strives only for their own bottom line. My elderly Mother was pressured into a 4 yr contract, with the only out being that if she was in a skilled nursing facility. Well, now she is and we have had the care center send 2 separate emails to 2 different email address that were given to us by Brinks representatives. Yet after waiting over a week for them to process, we call again only to have Brinks claim they did not receive any emails!! Now we have a letter that will be sent via certified or registered mail. Lets see if they can deny receiving it now!!!

Horrible service. I started off with one company years ago and when I called one time I found out that Brings had bought out the company. I've had the home security system for around 6 years and not ones has the company communicated with me about how the unit was doing. I try calling and cancel the service and they kept me on the line forever and kept trying to give me all these different reasons why I should keep the system, fear mongering. I even told them multiple times that I don't use the system and I'm trying to save money. Finally the guy told me that I have to do a few things online to officially cancel service. I did everything and even got a returned email saying that my service was cancelled. I get a phone call today saying that I had one more step to do to cancel service and the guy asked if he could transfer me. I said yes and I was on hold the whole time.... I don't like their tactics of trying to keep customers.

We signed on with Protect America through a moving concierge service. We were told that our system would include a front door camera. When we received the system there was no camera, just door and window alarms and an indoor motion protector. The door and window alarms work, but look cheap. We haven't installed the indoor motion protector. We pay way too much for the service that we have/don't have. Would love to get out of the contract.

If I could I would leave a "0". I had excellent service with Brinks until I could no longer afford it. I mailed a letter to cancel the service. Two months later, when I received a bill and called, I was told the letter was "no good" and that I must cancel service online! When I asked to speak with someone higher, I was told I was speaking with a manager and that the higher ups will not accept calls. I am now paying for almost two months of service that I did not have. Brinks doesn't care about its customer service even if they do have great reviews from J D Power. J D Power should call me!

Brinks Home Security is a SCAM. I tried to cancel in March. They asked a long series of questions and continually tried to get me to change my mind, only to say they had to transfer me to someone with cancellation authority. The next person asked the same questions, pressured me to stay, and said they had to transfer me to someone with cancellation authority. This happened for 45 minute - I was transferred to 5 people who all claimed they could cancel my account but then "had to transfer me". After finally claiming that my account was cancelled they continued billing me so I put a block on them at my bank (at a cost to me of $30). Now they call me daily claiming that my account is overdue. DO NOT DO BUSINESS WITH THIS UNPROFESSIONAL BUNCH OF CROOKS!!!!!!!!!!!

Brinks took over the contract for my security services from another firm. They installed a security camera that worked, but kept failing. At first they fixed it for free. Then they charged me $110 after telling me it would be free. It broke again a week later. I would never sign up with this company, but I'm stuck. There should be a law against these long-term security contracts with firms that don't service their products.

Brinks is a total joke. They forced us to have a technician come service our system when all that was needed was a simple system reset - which I had requested! Hubby was going out of town and we had to have the system up and running. The ONLY way they said they could get it working was to send a tech out. AGAIN I asked for a system reset. They refused. When the tech came out they called Brinks and requested a system reset. Brinks did a system reset and the system was functional. In the course of events to follow I received a letter, from Brinks, stating, "The balance remaining on your contract is 0." I have now been hit with a $1,305.15 collection bill! STAY AWAY FROM THIS COMPANY!!!! THEY ARE DISHONEST!!!!!!!!!!!!!!!!!

Worked with me to get the best deal. Patient and thorough with set up and installation. Constomer service very helpful when I called back with questions

i bought a Protect america security system for a house that i lost in hurrican micheal in Mexico beach florida in 2018. i had had the system a year or so. i was being charged 40.00 a month. now that i had no house and no security system i called to get some help. i was paying the 40.00 a month payment for no reason at all. i really thought they would help me out of my contract due to the extreme circumstances. when i talked to the lady specialist she not only wouldn't let me out of the contract she tried to up sell me 2 more years to my contract! i was stunned at first. then i became very angry and probably embarrassed myself on the phone. the brash sarcasm and greediness in todays society is overwhelming. i couldn't buy the contract out early. she told me full contact term. there was nothing she could do about it. we all know that is a lie. they have the ability to do what they feel is right. i will never, ever, ever use this company again. i will pay my year and half per my contract that i did sigh (even though i have no house and they are monitoring nothing!)and i will tell every person i know what kind of terrible company this is.

STAY AWAY. Once installed it is "YOUR" system, and you are under "contract". I went into system in 2017 with ADT, I have total of 15 sensors. Last year one door sensor stopped working, troubleshot with CS and determined it was magnets. Well they said it is "MY" system, so would have to purchase a new sensor and $100 tech call, so I said no. Now this year June 2019, I have another door sensor fail, same story. I asked how they can say they are securing my house with two faulty door sensors, I can't cancel contract until October, which I will do. This guy told me if I renew for 36 months he would replace sensors. By that time the rest of my sensors will fail.

I was a Brinks customer (formerly LiveWatch) for over a year and was very excited when they launched their program to monitor Nest systems because the Nest smoke/carbon monoxide detectors are far superior. I made sure to thoroughly research everything before switching to the Nest system (which in itself was a terrible experience because no one at Brinks actually knew how to do that). This research included three separate calls to Brinks in which I was specifically told 3 times by 3 different people that Brinks monitors Nest smoke detectors. As a result of these phone calls I felt confident in the information I was being given and I ordered all the equipment, including 6 smoke detectors. I had to wait 30 days for my other Brinks account to close and during that time I had electricians wire for and install the nest smoke detectors and the other Nest equipment, including a doorbell and exterior cameras. Today my new system was activated and when I downloaded the information for my insurance discount I noticed that the smoke detectors were not listed. Again I was bounced around to many different people and finally, 3 hours later a manager had to go to someone else to learn that NEST SMOKE DETECTORS ARE NOT MONITORED BY BRINKS! The next phase was a long conversation with a cancelation agent who did actually apologize for what happened. And that was it! There was not a single suggestion or offer to in any way remedy or compensate for any of the mistakes they made. Nothing, just ready to go ahead and cancel my new account, that is it.

Horrible customer service. We have been requesting a buy out letter for 6 months. Two weeks ago we had a conference call with our new security company and MICA from Brinks. Mica assured us that we would receive a buy out letter within 3-5 days. Of course that has not happened. Today we called again and could not talk to MICA. We went thru the whole request again and now we are to receive the letter in 7 to 10 days. We asked to put a rush on the letter and we were told that it was not possible. It appears that the customer service reps do not put notes about conversations with the customers. I will be filing a complaint with the Arizona Atty General Consumer Affairs Dept.

They were very professional. They definitely accommodated the package I wanted for my home. And the installer was very professional and explained everything step by step.

Terrible customer service, and numerous problems with our system. We changed all the batteries and still had problems. Out of the blue, the alarm would start to chirp continuously, driving our dog crazy, which was horrible when it happened when the dog was home alone. Nothing we did could fix it, including spending hours (literally) on the phone with their support people. They finally sent someone out to try to fix the problem, then sent us a bill for a service charge for over $100. Our contract clearly states that all parts and services (except batteries) required to repair or maintain they system is free of charge. After several calls to them, they refused to remove the charge from our account. We wanted to cancel our service, but they said they would charge us over $700 to do so. This is not in our contract either. So angry and disappointed. Unfortunately, we've had a long history of system problems, and repairs are always short-lived.

I had protect America for 7 years. They utilized the GE Simon system which is not proprietary to protect America. They make the upfront initial investment of $0 for equipment sound like a dream, but $39.99 for 36 months is almost $1500. There is no savings as the equipment charge is built into monitoring. The early term fee is the full cost of the remaining contract and maintenance cost are your issue (batteries for the devices and panels. My system used wireless technology which is no difference than SimpliSafe or other companies. I chose SimpliSafe due to low equipment fees and $15.00 for monitoring and no contract. My equipment cost was $189.00 for the same equipment I had with protect America. Other websites condemn companies like SimpliSafe because there are no contracts. I look at it this way.... all companies have issues but simply safe is cheaper and delivers the same service. Recommendations on the web generally operate like lobbyists even thought they say “non-biased”. I have had experience with p.a. So this is not biased, just business. My .P.A. Cost for seven years $2876.00 (39.95 x72 months)Cost with SimpliSafe for the same time $1269 (189 for equipment + 15 x72 for monitoring). Their is no contract with demolished as well!

Worst experience ever from day one. There is more than one company involved and each one blames the other. I have spent countless hours on the phone going in circles until I just gave up. The installer was nowhere to be found, he finally showed up.He looked as if he was still under the influence and living in his car. The installation was done with the wrong sensors, they eventually replaced them and tried to charge me for it. We started receiving false alarms which I immediately informed them of. They scheduled a repair but after three or so more weeks, I had to call again. They did come out, I was told at no charge. They did charge me! I then received a bill for all of the false alarm responses. They claim the police was out, but I never saw the police or their guard on the surveilance videos ! I fought them, they agreed to remove these charges and to ignore notices to pay. They finally dipped their hands into my account and paid themselves, without my consent! I reminded them about our agreement but they denied everything. This was about a year ago, now it started all again, I have a $120.00 bill for more false alarms. And I am sure I have an extra one that was not included. The last time, their guard showed up was over one hour after the alarm! I had to show him proof of it, he argued he responded within 15 minutes. I don't know waht to do . I have a contrat with them for three years. I will never recommend or sign up with this company. The alarm response was too slow the day my shop was broken into on Christmas night. I called the police and waited for one hour for them to show up. The alarm's guard never showed up, but I got charged for it. My name is Luis Castro.

I purchased my home 18 months ago and it had a Monitronics security system. I signed a contract with Monitronics---which was later purchased by Brinks Home Security. I had occasion recently to deal with their billing people who (apparently) are not located on U.S. soil. They were the most condescending and incompetent people I have ever dealt with. I tried to call Brinks to complain and after a 34 minute hold, I was basically told that I could buy out my contract for about $1500--otherwise, I was stuck with them. I really feel sorry for the person I spoke with as she was not empowered to help. She could only "apologize"--empty words without meaning. Obviously, at the end of my contract period, I will change services--in the meantime, I can just complain to my friends.

In our beginning we received a inheritance and thought we should get a Home Security System .So we paid and paid and paid . Then we retired and thought we should keep it for peace of mind while gone for weeks at a time. So we paid and paid. Now in our 70s yard work is difficult ,wife has had back surgery so stairs are a issue .Now I can understand a contract in the beginning because there is a equipment investment. However to hold your customers hostage into perpetuaty is wrong . We trusted this industry and got took . So you young folks reading these reviews best learn form us who know DONT trust HomeSecurity . The only burgulary we had in 18 years was from the service .

Brinks is actually worse than just incompetent, it will not hesitate to try to defraud you. On April 7 we had a false alarm at our back door. It was an electronic or electrical false alarm, no siren sounded. Brinks did not call my wife or me though we have given them our cell phone numbers. They called our next door neighbor who went to the house, called me and waited until we arrived. No security was dispatched to the house. When I arrived I called Brinks technical and told the tech that the back door alarm was not disturbed and that the siren did not sound. He promised Brinks would call to check the alarm at the door and the siren. Nobody ever came. We just got a bill for security dispatch for $40. We knew there had been no dispatch but after 4 calls we have not found anybody at Brinks who can deal with this. Brinks gave an incorrect name for the security service (Greenville Police). My lawyer found the correct security service who confirmed that there was an alarm cancellation and NO DISPATCH. This episode is a material breach of the contract. Do not get involved with these people. You will spend your life on "hold" waiting for someone to handle even the simplest problem. It took me 2 calls and 40 minutes just to make sure they had the correct cell phone numbers (they did) but there's no guarantee that they will use them. Episode 2 will follow.

I was not able to sign up right away and told Aaron I'd get back to him once I closed on my house. I sent him a follow up email 4-5 days later to let him know that I still planned on signing up. Pretty disappointed to not hear back from him. Will probably just call the general number and just sign up with the first person that answers.

house was broken into last Thanksgiving while we were out of town. I know this because my cell phone received an alert about it. I called Brinks and they said they notified police. I called police, they never were notified. I called Brinks again, they say they never received a break-in alarm. Worthless protection, absolutely horrible customer service....RIP-off artists! House was indeed robbed. I cancelled the very next day, must put it in writing...okay...did that and sent it in. Took them 9 months (yes, they were drafting my bank account) to cancel it then charged me $1199 for early termination. Finally negotiated for much lower rate. Should've hired an attorney and sued them for breach of contract for failing to notify police. YOU HEAR OF BRINKS. JUST SAY NO, AND RUN!

Never used it after the first alarm, cops arrived when we were not home. Considered false alarm therefore was given a warning that each false alarm is charged. Unplugged everthing because husband has dementia causing the alarm. Will be paying almost $1500 more because of contract can not be cancelled. That is not fair when you have no control over it.

Horrible service and horrible experience! We were told all equipment was part of our $59 a month fee only to find out that we financed $1400 worth of equipment through a third party charging interest and would be billed separately from the $59 a month. To top that we were supposed to have a smart lock in our package which was not included upon arrival of the tech and when calling customer service about it I was transferred 4 times and no one could help me other than to say if we wanted it we had to pay for it extra. There is absolutely no free equipment even with a contract. Then when the tech arrived he was late and said it was because he didn’t want to get up early on Saturday. Not to mention 2 of the cameras installed including the doorbell camera did not work and the tech said I would have to purchase a WIFI extender if I wanted them to work, he left after 6.5 hrs with half the equipment not working. Customer was unwilling to help so I cancelled and then it got worse. They said I (a 5ft woman) would have to take down and uninstall ALL the equipment and mail it back to them to not be charged. So they expect me to climb ladders and take down 4 cameras at the top of my house, remove and replace the doorbell camera , remove motion sensors and alarm panel. Wow!!! Unbelievable!!! Well I told them if they could not give me my equipment and make sure it all worked I would go to another provider and they made no attempt to save me as a new customer so that’s exactly what I did. Now I have 3X the equipment for a third of the cost!!! I would never recommend going with this company and have filed a complaint with the BBB. I am contemplating sending out a social media blast to everyone to share this experience and make sure no one has to go through this!

Most horrendous customer service and hardware imaginable. Absolutely infuriating. I had the system installed when I built my home in 2011 when it was Monitronics. I couldn’t wait for that contract to end because the equipment was terrible. I attempted to cancel, but the company switched to brinks and I was reassured the new equipment would be superior. It wasn’t. It’s garbage. At least 4-5 times a day a get a screaming loud obnoxious warning alarm because the unit won’t connect to cellular service. I called numerous times and was told that it would be $60 for them to send a technician to fix their own product. After a heated telephone call, which was well over an hour long, they said a tech. Tech comes, who was awesome, and told me my wall Unit was bad and not receiving the cell signal. He replaced an antennae and and said that I should call immediately if I continue to have issues. It wasn’t two days later that the issues came back. Again, 4-5 times a day and ear piercing, dog aggravating, neighbor complaining alarm would go off. I called them once, was hung up on after 45 minutes. Called back again and, again, 30 minutes on hold. I explained to them the technician told me the unit was bad and I needed a new one. They remotely turned off the shrieking alarm and told me it was fixed. FIVE MINUTES LATER, the problem persists and I call them back. Another 30 minutes on the phone. I explained the problem, and their response was maybe I should call their tech directly. Like I kept his number like we were drinking buddies. I am now looking for an attorney to get me out of this contract and get reimbursed for the few months I’ve had a faulty system. They’re customer service is god awful, and their equipment is garbage. Don’t waste your time or money with them.

@JayA, Chief Customer Officer for Brinks: I am incredibly unhappy with Brinks. I originally signed up with Monotronics and found them to be great. Now that Brinks bought the company name/ company I am not a happy customer. Their customer service is very questionable and at times rude. I am having an issue with some of my equipment and they can't figure out what is wrong with it, so I have to pay to have someone come fix their faulty system. When I asked if I could lower our bill a little they said no because I am under contract. So shady! They think I'm stuck with their crapy company so why help us out by lowering our bill at all. I will be counting down the days until we can part from them once and for all! Why wouldn't they want to retain customers instead of running them off.

Well...pay close attention any prospective purchaser of home security, because this story will hopefully cause you to be revulsed by this company and their concomitant dyspeptic approach to business. Years ago I joined the parade of security providers that perambulated past my home, seeking clear cut evidence that the subject property security was in a state of disarray. Suffice it to say that my Monitronics sign was as disheveled as it could get. Did anyone from Monitronics/Brinks ever drive by the homes of their cash paying customers. I think not. Therefore, I was bombarded with new companies making their way into the market, getting a tranche of the burgeoning business. Further, I chose not to be the victim in a business deal or for that matter a stepping stone to propel someone else's business to Empyrean Heights at my expense. I hardly ever heard from Monitronics or Brinks, whatever their allonym might be today. I fell prey to the Monitronics spiel about cost effective/affordable, sedulous security. They provided a paucity of replacement transponders, motion sensors, etc. and basically only changed the Monitoring control box. I paid them relentlessly without cessation, before I came to the conclusion that I had been fleeced. The battery's go out relatively frequently in their transponders and they charge $85/visit to fix their own units, along with the cost of a sensor that they never installed in the first place.. Go figure. Each month, I watch my money fly out of my automatic with-drawl account into the hands of these malefactors. When they arbitrarily began raising the monthly price with prior approval for with-drawl of monies, I knew it was time to change providers. I happened to notice that ADT was becoming very active in the market and I changed to their company in an effort to be fulfilled in my demand for proper security. I immediately called Monitronics/Brinks and cancelled a contract that had reverted to a month to month contract, having fulfilled all terms of the primary contract. They continued billing my account claiming a verbal cancellation didn't count. In frustration, I called the billing department and told them to cancel my contract...again. They said that I could cancel only with a written cancellation and proration of the upcoming month's bill, along with $65 to cancel a month to month contract. Their service was cut, "actually cut", and they never even called. They weren't even privy to their security not working. They kept billing as if they were providing service. I had given them constructive notice of cancellation calling from a provided number that they could identify with their caller-id. They were still billing me because I wouldn't sign their emailed DocuSign document, which specified that you had to initial the document at the outset to see the body of content, otherwise the docky wouldn't open. Oh yeah, the document seems to indicate that by initialing the document to open the body, you are accepting everything that follows. I would not sign this automatic affirmation of the fees that the billing department were including in the cancellation agreement. Rather, I telephoned again telling them that I declined to sign the cancellation agreement for the aforementioned reasons. However, in no uncertain terms, I imparted my cancellation, without tergiversation. They once again claimed that constructive notice only consisted of a written document and they kept trying to bill me. I stopped all payments through my checking account and don't intend to pay these people of moral turpitude. Oh, one more thing, I did call again to speak with a supervisor with decision making capability, but could only get through to another minion that couldn't resolve the issue. Out of conciliatory compunction, I offered to pay the prorated month, just to allay their concerns and allow all to move on with life. No Dice. They were adamantine about concluding the disagreement with an equitable payment for the prorated month, absent the unjust enrichment of the cancellation fee. Down went the line in the sand. So... I finally did send a letter of cancellation to remedy the situation and I filed with the Better Business Bureau, something I've never felt reductive enough to do in the past. I have received calls from Monitronics/Brinks threating to send the $122.11 to collections if I don't pay. Obstreperous, semiliterate, and refractory aren't large enough to circumscribe their hubris. If you can find a more amenable security provider, then it would be to your advantage to opt for them. Above you'll see One (1) star as a performance factor rating. I used that because negative numbers and the null set were not available. Good luck and God Bless those that find this missive. Veritas Lux Mea

Purchased system in April 2018. Sales team was aggressive and lied about several items that were to be included in the system and lied about after the contract term expires the monthly rate would be lowered significantly. (it stays the same as per upper management at Protect America) System never worked right since day 1. Received countless defective sensors, smoke detectors, doorbell, and 2 faulty panels. Every week, month, day my wife and I were disturbed with false alarms and trouble beeps in all times of the day and night. Most of the tech support team are untrained and amateur. There are a few good eggs working there but as a whole they don’t know what they are doing. Their highest tiered tech who is a former airline pilot had the nerve to blame the issues on airline traffic in my area. When confronted with issues happening at 3am when no airplanes are in the sky, he just shut down and stopped returning calls and emails. The only way to get help at Protect America is to contact Janet Laird the COO of the company. She puts you in contact with the “good” eggs. I appreciate all the help her and her team have finally brought me. Almost a year later of dealing with a shady salesman, faulty equipment, hours and hours and days and days of family time wasted, security concerns (half the agents don’t ask for your passcode to deal with account information), untrained techs (I know more than most of their company about their systems), horribly long wait times, and wasted money of own (batteries, sirens, etc.) I finally, knock on wood have a stable system. I will in one year update the score to a 2 if everything remains stable. The reason for still a low score? Protect America has not made things right. I am out tons of money and personal time that I will never get back. They issued a few credits over the past year but to my wife and I we should not have paid a dime until the system worked and we received what we purchased. If Protect America makes things right, I will update the review. Until than this is a reminder to be very cautious dealing with them. They have lots of bad reviews for a reason….

After setting off my alarm accidentally the last few months I never received a call. With monitronics i received a call within minutes to check whether I am ok. Each time I called I was told they had the wrong phone number, that’s why I did not receive a call. So each time we updated the phone number. This morning I set it off accidentally again, no phone call. So I call, they say they did not receive an alarm and sent me to technical support. After waiting for 20 minutes to talk to a representative about my now 9 months long issue I finally talk to a technical support lady. It took her 20 minutes to even find my type of panel. We then were on the phone for another useless 20 more minutes when I requested repeatedly to speak to a supervisor, because she obviously could not help me. She hung up on me!! So meanwhile I decide to try my system again since she updated again my phone number! Again no call back. So I call again, stating Situation to another technical „specialist“, she tells me she will connect me to technical support. She was technical support! When questioned she said she will give me a phone number to another technical support that can handle my problem! I repeated the phone number she gave me to be on the safe side. Call that number and it is not in service! By now it has been two hours on the phone with more incompetence than I ever experienced!! Calling for the 4th time now, long story short I was told she received my alarm signal, but if I disarm it their policy is not to call back. They assume I am fine!! I told her that was not what I signed up for with monitronics. What if someone forced me to turn off the alarm at gun point? Monitronics told me in case of trouble to say the wrong password and they will immediately dispatch police!! So she graciously made a note in my account stating I wanted a call back every time. So why took it nine months for someone to tell me about this policy? Oh, and then it was suggested I get a land line, so they could get in contact with me!!! Monitronics never had a problem getting in contact with me with only my cellphone!! To say I am completely upset is an understatement!!! I will certainly not renew my contract with them!!

On March 8, 2019 I contacted Brinks to inquire about upgrading my security system that I have had with them since 2005, formerly Monitronics. An offer was made, I accepted a new three year contract with the stipulation I would receive a newly updated system in my home. Please keep in mind that I have not been on a contract for many years. I have been paying month-by-month. Many phone calls have transpired since March 8, all of which have been handled negligently by Brinks. Many promises have been made, and not kept. Under no circumstances do I want to do business with Brinks after how they have treated us. We are long standing customers and deserve to be treated fairly. I have made many phone calls to cancel the service since March 8. One of which was on March 28, 2019. The representative in the Loyalty Department pleaded with me to stay. He offered to take $100 off the install and to have a different contractor install our new system. I accepted and yet again, Brinks failed to follow through on their end of the deal. He was not able to get a different contractor to install the system, so I called and made the final cancellation on April 4, 2019. The representative in the Loyalty Department told me that I can cancel the service install and that would cancel my new contract! I have now received a notice from Brinks that says I cannot cancel because my contract does not end until 3/8/2022. How can I be in a new contract when I did not get my new system installed. I CANCELLED IT, THEREFORE MY CONTRACT IS CANCELLED. I cannot ever consider Brinks service again. It seems that Brinks needs to further train their representatives on good customer service and they need to improve their business practices. I will fight this as long as it takes and involve attorneys and the Better Business Bureau.

I moved from Sacramento to San Diego in June. During that transition Livewatch was acquired by Brinks. My experience with Livewatch was good, but it was when Brinks took over that I have an issue. I froze my account until I would have time to set up the security system in my new house. Due to circumstances out of my control I was unable to set that up, but Brinks meanwhile unfroze my account and began charging me monthly. On 3 different occasions, I called and told the sales rep I wanted to cancel. When the sales rep transferred me to an account manager the call would go dead! 3 separate times. On my fourth attempt (this is a few months later, & lots of money in), I finally got through to an account manager. Initially she said she was going to lower my monthly payments and get me a free pro install if I wanted to keep their service. I asked her if she would please reimburse me for the months I was paying for a service that I was not being provided. She put me on hold for a while, and when she came back she had the gull to tell me that no I wouldn't get reimbursed at all and that they would just cancel my account for me. They must have seen how much FREE money they received. She said this is based on the simple fact that I hadn't been in contact with them since June and that they have special call tracking to know that. THIS WAS SO FALSE. I had an appointment install in October! I told her the call tracking was inaccurate, and she said no maam you haven't contacted us since June? What?! How confrontational and accusatory. Long story short I told her go ahead and cancel my account. I was willing to try Brinks. But based on them being MONEY desperate not reimbursing me, when they could have simply accommodated me and given me back money for a service I paid for and didn't receive , I cannot ever consider their services. CUSTOMER SERVICE 101 don't EVER accuse a customer of something! It seems that Brinks needs to further train their representatives on good customer service and they need to improve their business practices.

Beware of Brinks Cost Recovery Fee in their monthly billing to improve their technology. For me that is 2.77% on top of their regular monthly "24-hr monitoring." When I equated that as being akin to a cabbie charging a $1.00 Gasoline Recouping Fee in addition to the meter charge of $35.00. There response was . . . a lengthy pause.

I had an awful experience with this company. I canceled my renewal on 13th of February. our policy ended March 31. I gave them the 30 day notice I was told to give. they only canceled one account,( even though I had 2 accounts at the same address under the same acct name and address) stating that I should have told them I had two accounts. How did I know they could only see one acct when they are in there system. it's no way I could know that, poor customer service. They presented themselves as a top notched company . once info is put in the computer it should have revealed all my info so they would have been well informed but instead I paid the cost of another month payment because they said they were not aware I had 2 accts at the same address but only one account pulled up. but I was penalized for their computer system not pulling up both accts in the amount of 51.99$. I spoke with Jennifer and team lead Martha who informed me the customer I should have informed them that I had two accounts even though both accounts were in their system under the same address and name and password code? Think twice before you place your family lives in the hands of this security company if they can't pull up your two accounts in the same system imagine if you had a real emergency. I didn't want to leave any rating but it would not allow you to publish your review unless all fields were filled wow.

DO NOT do business with this company. They bought the Brinks name for its market recognition and reputation. They were Monitronics and obviously ruined that brand's reputation. Their business practices are slimy. They are pushy and not above lying during the sales process. They are impossible to get rid of once they think they have a contract with you. They will extort you to pay out the full contract if you try to cancel - and be VERY insistent about it. I had to resort to the Better Business Bureau. They obviously don't care about their reputation as long as they get money. I ended up making a token payment, against my better judgement, as it became apparent they were not going to go away otherwise. BEWARE! BEWARE! BEWARE!

For some reason my first review here was truncated. Hopefully this repeated effort will be complete. Below is a review I posted with Consumer Affairs Original review: March 7, 2019 In April of 2018 I installed an alarm system from LiveWatch.com (now part of Brinks) and it worked well enough until January of 2019 when a sensor on my sliding door started alarming for no reason. I called Brinks and after troubleshooting the Brinks Representative decided to ship out a replacement sensor for my sliding door. On January 16 I received notification that a replacement was on the way. The sensor I received on January 18th could not be installed on a sliding door since it was the recessed type that would be appropriate for a solid core wood door. I called Brinks that day and explained the situation. The representative didn't understand why that type of sensor was sent out for a sliding door and they promised to send me the appropriate sensor and instructed me to return the incorrect sensor using a return label that would be included with that shipment. On February 9th I still had not received the replacement sensor and call Brinks yet again. They apologized and promised to ship out the sensor and I received an email stating that Brinks had started "the exchange". On February 25th I received an email with a tracking number that stated my order had shipped. On February 27th I received the following email: “Reminder - Your return is almost due. Jonathan, Just a reminder that your return (**) is due back in 10 days. If we have not received the return item by that time we will charge your credit card for the amount of the replacement items. Reminder - Your return is almost due.” On March 7th I received the following email: “Jonathan, Just a reminder that your return (**) is due back in 10 days. If we have not received the return item by that time we will charge your credit card for the amount of the replacement items.” On March 7, 2019 I called Brinks yet again and tried to explain that I had not received the sensor. After 45 minutes on the phone and being put on hold numerous times, I was told the shipment had been shipped to an address in Georgia (I live in Illinois), the representative told me I should contact the USPS and have them redirect the package to my correct address. They tried to tell me that they shipped it to the address in Georgia because that was what they had on file as my "billing address". I've never lived in Georgia and the shipping address was verified each and every time I spoke with Brinks. I finally had enough and informed the rep that I wished to cancel my monitoring service and was transferred to that department (I bet they are busy). I was informed that my contract was up in 30 days and if I cancelled before that time, I would have to return all the equipment. I told the rep that I wished to cancel in one month and that this was my 30 day notice which was another requirement of the contract. To which he replied I would have to call back in 30 days to cancel and then my 30 day notice would apply. So basically, the year long contract you sign up for is really 13 months or you must return all the equipment. Extremely frustrating and poor customer service. Run don't walk away from Brinks as a choice in a home monitoring service. You can do so much better. Buy your equipment from a big box store and shop who you will deal with. This industry is under extreme financial pressure and it shows with some of the players out there. On a positive note, I did like the equipment that I installed with LiveWatch.com's assistance. Jacob B from Brinks replied to that original review with the same useless words you will see in all of his responses. It is now April 2019 and I still haven’t heard from Jacob B

My husband and I had MONI as a security system which was switched over to BRINKS. We called a few months ago to cancel service due to financial hardship. We were told we were on Contract for another 29months. I asked what the cancellation fee would be and I was told we would have to pay out our contract. I have never heard of this and honestly this is bad customer service. We then explained our frustration that we are paying $76 when others with the same plans are paying much cheaper. We asked for a lower cost. The sales rep said she could do this and we would be paying $64 plus tax which she said would not be very much. We got a bill that said $71 plus a letter in the mail that they extended our service another year. WE NEVER AGREED TO EXTEND OUR CONTRACT for a 5 dollar discount. Why would we call to cancel and then end up agreeing to be with this company another year for a 5 dollar discount a month. When we called this morning they said there was nothing they could do because we agreed, which we DID NOT. When we told them to review the phone call they shied away and said they would have a manger review it. We even said put our bill back to what it was and don't extend our contract and they said they can not do that. We want out and this company is so unfair and shady.

What ever you do DO NOT get BRINKS for your Security Company, This company is the WORST COMPANY I have done business with the employees are very unprofessional and rude I was with Brinks because the original company changed the name to MONI and then Moni to BRINKS. I called to let them know my Entry pad was not working properly never send someone to check it . I had the same service for 10 Years. Now in 2019 a competition offered me a new equipment at the same price. I called told them my situation and they told me they will not replace my equipment neither they will give me a better price so I ask to cancel the service. The representative was very RUDE and she told OK its cancelled. I sign a contract with the other contract and all the equipment is replaced.I get billed the next month and I called and they tell me they don't take cancelations over the phone. I have to send a letter another month goes by and they charge me again. I called wait on hold for 32 min then talked to a rep just to get more upset they say I have to pay for the month of services I already had canceled the say that I have to pay them 60 days of service (without service) . In my way of seeing this, I was obligated to send a letter even after they ask for account number, address, password, name etc. etc. Still being billed my bill is now $362.30. WHAT IS IT THAT A CUSTOMER NEEDS TO DO TO CANCEL..THEY DONT CARE THEY CONTINUE TO BILL YOU UNTIL THEY WANT TO ALL THEY HAVE TO SAY OUR NOTES DONT SAY THAT AND WE HAVE NOT RECEIVED ANY LETTER. according to them I have to pay. I DONT think is right they MANIPULATE THE CUSTOMER. IS IMPOSIBLE TO CANCEL