Brinks Home Security Reviews

We sold our home and moved across the country in February of 2020. I called Brinks about a month ahead of the move and was told just to call when we moved to cancel, no problem. I was lied to. I called when I moved and was told I had to cancel by email with a form they would send me. And that would be the start of a 30 day cancellation period.! At this point I'm not sure they ever sent the form. A while later I called them again in exasperation still trying to cancel and was told again about a form. This time I got the form, filled it out and still dont know if my account was cancelled. Adding insult to injury I just received a bill for $175 listing cell backup intrusion monitor, 24 hour monitoring, cost recovery fee, tax, late fee, sandpaper statement fee. Brinks service to their customers ranks right alongside cable TV. In my last dealings with cable I turned to my state's attorney general office and received assistance. Guess Ill have to do the same with Brinks.

This is the worse alarm company I ever had to deal with. They had no compassion at all during COVOD-19. I'm not working, no income to pay bills and I have mentioned this to them several times since this taken place. They do not care, all they want is their money. I even have paid money on the acct when it was available, it's not enough for them. Every time you want to add something to your service to better protect your home. They want to add another 2 or 3 years to be committed. You can't get a tech to home to assist you unless you pay for it. I will never recommend this company to anyone. I will be so happy when my contact is up.

Excellent conversion for my existing system. Wireless window/door protection easily moved to new system. No difficulty with tech support. Highly recommend

I have been with them for over 12 years. every year they raise there price and they charge you without any notice. as of today I am paying 39 dollars a month for a 12 years old alarm system that is falling apart. I called and asked them to replace the panel they told me no. I asked them to reduce the price they also said no way. finally my insurance AAA sent me an alarm company for only 19.99 a month. I called brinks and I asked them to match I was on hold for 45 minutes waiting for a manager to approve it and all of a sudden the line gets disconnected by them. guess what no one called me back. I called next day customer service extremely rude when they know you want cancel. and they want me to send them a written request to cancel the alarm by mail. I was like wow and it takes them a whole month to cancel the alarm and they well charge you for the month. I would never do business with brinks again. very bad service

Terrible customer service, long waits, unfriendly customer service staff, alarm equipment substandard, battery if you lose power plan on buying another central station. The window sensors often don't work and the break sensor does not work unless it is super loud. I was charge for new one, due to I did not mail the broken sensors back to the company on my dime. I was never told that I had to mail back the non-working equipment. So if it breaks prior it off and pay to mail it back to Brinks. The monitoring staff are great. You can turn off your unit but if you took to long, plan to pay the fee outlined in your contract for false alarm. Canceling does not mean canceling the Brinks monitory staff will still call 911 for you. It cost me several times $150.00 on the 4th or 5th false call, the Fire Chief told me to call 911 when my alarm went off and cancel with the 911 operator. I do not recommend this company. There is no way to email the company and you are forced to stay on the phone for long periods of time. This company is not worth your money or time.

My equipment came, but everything that I ordered wasn’t in the box. I was missing my indoor camera and my key fob. I reached out to the rep who told me that I didn’t order the indoor camera, but the entire time she’s telling me about each item that I ordered and sending emails of the pictures of everything that would be included. She also stated several times that our conversation was on a recorded line, so she should know exactly what I ordered. She then told me that my bill would go up if I got the indoor camera. I reached out via phone and email for two days trying to figure out how to reconcile this issue. However the number I’ve been calling (800-591-5111)today which is the same number I’ve contacted from day one is saying the number is disconnected. So frustrating and I’ve already paid my bill for the month. I haven’t even installed the system in my home because I want to return the system and cancel my services. I’d rather try a more dependable service. I’m a new customer and this has been a terrible experience. Is this company even a legitimate security company?

as a long term in good standing customer, purchasing my equipment on the front end, i had signed a 3 year monitoring contract. With only 14 months left on my monitoring contract, we were hit with an EF4 tornado destroying our home, vehicles and belongings. I had reported to brinks that we no longer have anything to monitor due to this natural disaster, expecting them to show consideration for a 15yr + customer in good standing, instead they insisted that i pay the balance of the monitoring contract in order to cancel. So I have learned a valuable lesson, I paid the balance, and will no longer consider them as someone who has their customers interest first, they are all about the money.. I would definitely reconsider any business you may have with them, or opt to use them in the future.

Was a customer with Front Point for about 10 years, they changed to automated responses and a mistake was made that could have been serious, decided to check some other companies. Protect America was pretty well rated so I called and spoke to sales man and explained why I was considering changing, he assured me that all calls are made by a person, rate would be $36.99, I was hesitant after being with Front Point so long, I was asked to hold on and he came back and said that if I signed up that day I would get a locked in rate of $32.99 per month, so I foolishly signed up. Later noticed that the ad said 0 upfront fees, I paid $142.65 which included the first month fee. Now I am told that I paid $99.00 to buy down the rate from $36.99 to $32.99 , I WAS NOT TOLD ABOUT A BUY DOWN, I was scammed. I am a senior citizen with a limited income and I will be sure to share this wherever I can.

I was transitioned over from Moni and I have had the worst experience with customer service in trying to resolve the issues with accessing my account. After several calls and staying on the phone forever, I finally got that squared away. However, I am still having issues with correcting billing errors. My rate increased by $11 without any notification. No one can explain why. I had that same rate with Moni starting in 2015 and it carried over with Brinks up until Aug/Sep 2019. I have to repeatedly keep calling to get my account credited, but then it reverts back to getting billed $11 over. Now I have to make another 🤬 phone call.

I have been a protect america client for 3 years. I called to either suspend my contract or get a reduced rate because of COVID-19 and the sales woman told me she was not going to credit my account in addition to offering me a lower rate. She would do one or the other and had no reason for it. She said the discount would be a one time discount and only for May- not the previous two months we have been paying full price. She said if I wanted another discount I needed to call back "as May gets closer" and they will decide if/when they will help their customers. I will not forget this customer service. Big mistake to treat people like this.

I hate Protect America. I hate this company. I have wanted to be rid of their "service" for almost a year now. Unfortunately, I am locked into a 3-year contract. When we moved to a new neighborhood, we knew no one & we didn't know how dangerous the area might be. Well, now we know that it's a great neighborhood, where all of the neighbors watch out for each other. We have no need of this service, but we are trapped. If we quit, we owe them the remainder of the 3-years-worth of payments, and if we don't pay up, they will report us to a collection agency & ruin our credit. Seems like what I need protection from is Protect America! They installed a front "doorbell camera" for us as an incentive. Well, it doesn't work, because it requires a wireless internet connection (which we didn't know initially). We have had this thing at our door all of this time & never been able to use it even once! I was out of work for a few months last year & after our savings were all used up we were using credit cards to live on. We still had to pay Protect America $50/month to do absolutely nothing for us in our safe neighborhood. I tried to call & quit then, but they read me the small print of the contract. I would not recommend getting into a 3-year relationship with a company that you do not know--that you do not know how their services will or will not work for you, and that you cannot sever the relationship with. Any relationship that punishes you when you realize it doesn't work out, is an abusive relationship. I hate Protect America, and have never recommended them to anyone. Nor will I ever recommend them to anyone. I have 4 months to go until I can give my 30-day notice of cancellation...and you can bet I will be ready! Meanwhile, they have been pestering several days a week for the past 2 weeks, telling me I am on a call list of theirs. They are trying to sell me a security system. Yup, folks, they don't even know that I'm already a paying customer. And when I talk to them & straighten them out, they just call back like they never heard this before. Totally stupid company.

I signed up for new service on March 19, 2020 with an installation date set for March 20th. When the installer arrived at my home he started unpacking tools and the equipment. He grabbed his drill and said he was going to start with making a hole to mount the unit. I said no can we go over the equipment and plan first? He said ok and asked what was all promised to me over the phone. I Said I was going to call just to make sure I had everything correct while he go outside to do his perimeter evaluation. After he was done outside we sat at the table to go over the recommended equipment and prices. What he recommended was so overpriced and the main unit looked outdated. I asked if they had a touchscreen unit which I thought I saw online but he replied this was the best and latest equipment. The prices still didn’t seem right what was offered to me over the phone so I offered to call back one more time so he can hear what I was told. I called back with my phone on speaker so the installer can hear as well. The lady that answered was so rude I was shocked to hear her say well you just called 30min ago what do you want now. Asked to be transferred to a manger just to verify my last call. Even the manager I spoke with seemed a little irritated maybe caused I called him back. Nevertheless I’m a new customer and first impressions are last impressions to me. After the installer was done he offered to come back to clean up the wiring since his staple gun was left at a customer home. After he left my wife and I talked and decided not to keep the service because of the customer service over the phone, the prices and the old looking equipment. I called to cancel and of course that manager wasn’t happy. On March 25 I received a call from Chris in the cancellation department to set up a day and time to come and pickup the equipment. I was told I would receive a full refund no more than 10 business days after the equipment was received. March 26th a technician and a manager arrived to pickup the equipment and I was told the same thing 7 to 10 business days for a full refund. March 26th my card was charged the first month of service. So I called to acquire about that charge since I cancelled and I was told that department didn’t see I cancelled and stated that charge will be refunded to me as well. I called on April 6th just to inquire about the status of my refund and again I was told 7 to 10 business days which would be Thursday April 9th 10 days from the day the equipment was picked up. I was also told to call back if I didn’t have it back by that day. So as of today Thursday April 9th I didn’t have anything refunded back to me yet. I called this morning and the spoke with Danielle now saying 7 to 10 business days for deposit and 30 days for equipment charge and billing charge. I asked to speak to a manger because now I’m frustrated. Once the manager Tia came on I explained everything I’ve been through and how many times I called and no one said anything about 30 days only 7 to 10 business days. She stated it was submitted to the billing department but not been approved yet so I asked her to transfer me to whoever can get this approved and taking care of. Now I’m transferred to Robert in the billing department and again I explain everything to him and the fact that everyone is not on the same page. He stated 7 to 10 business days and up to 30 days for the equipment. I asked Robert why the refund wasn’t approved yet since the equipment was picked up on the 26th of March? His reply was that the refund was approved on his end. I said ok now I’m confused the manager Tia just said it was not approved and that’s why she transferred me to you. He stated that he wasn’t to sure why she transferred me to him but he submitted the refund on March 26th and it was approved the next day. But now it’s another department that issues the refund. I asked if he could transfer me to that department but he said they don’t take calls. I have almost $550.00 tied up somewhere I’m trying to get back from this company. This has been a complete nightmare. All or majority of the problems have been with Protect America or Defender Home Security and not ADT. Maybe if I went directly through them and not a authorized retailer my experience would of been different.

I signed a contract for 5 years with at the time who was Monitronics, but was later bought by Brinks. They took on what was left with the contract, which was September 2014 to September 2019. I extended the contract because of 2 smoke detectors they installed for an extra 10 months on the contract. They did a warranty replacement on 2 of my cameras in 2018, for which they said that was another 36 months extension on the contract I did not agree to. They now say I have a contract until June of 2024, which is a lie. They told me though luck. My system is far out of date and they are being paid for a premium service. My control panel is a 2012 and they won't even update that. I told them I want to cancel and they told me 2250.00 and some change. This is not right. They are deceitful and frauds that will do anything to keep their customers from leaving. My home is not the safest it can be, and especially in this time of a pandemic and craziness running around. Thanks Brinks for not keeping me safe.

Not good! Half of the sensors would not work or they would work for a while and then stop! When calling for help there was always a long wait. Of the technicians that tried to help me only one seemed to know what was going on. He was really good and very patient. I finally told them I was canceling the contract because I was going on vacation and would be gone during the rest of the trial time. I did get a call from a lady that was trying to do everything she could to get to keep the system and she said she would call me back after I got back, but she never called. The sad part of this was that I liked the system and wished that it could have been worked out.

Plain and simple: My home in Albuquerque got broken into 2 days ago and Brinks was not there for me. One: they had the wrong phone number so I never got a phone call; 2) I have proof they lied; 3) they were cold and distant; 4) When i called the police and we turned the alarm off after four policeman scoured the place, the cops were horrified that no-one got on the speaker to see what happened. The worst part of this is they bought out a local alarm company and I am beginning to think they fudged the contract which originated with the local folks - I asked for 24 months but somehow has magically been turned to 42 months which is a year away now. I have a little dyslexia so when i read the contract, the original owners could have made a mistake (he said i would get a 2 year contract) and it was an error but because i trusted him, did not read carefully. (that is the best scenario - an error) But here is the deal! I did not think i would live 4 years because of an illness and also I have never and will never sign a four year contract with any entity! Aside from that, some Brinks representative (I wanted out, I no longer trust them) said, over the phone, i did not have a contract with them but it was verbal agreement recorded. I said, "how is that possible - you never had my real phone number!" The woman on the speaker said she tried to call the police but they did not answer after 5 minutes and so she gave up! Honestly? What hurts most is that even though they messed up (I am a senior woman), they are making me stick to the one year left, knowing that it is unethical and immoral. What has happened to these companies? Honestly, when we die, we can't take our greed with us. Get over it! I now am reading plenty of reviews about them and they are awful. I had no idea they bought the local company, for starters!!!! Everyone has duped me, big time. A nice woman from Brinks reached out to me and heard the messages so there is proof even on their end that people lied. I liked her but they have to understand there is a broken trust and it cannot be repaired. I could have been killed, for christ sake! But here is the good news. One of my neighbors has a brother who is a journalist and interested in my story. I did major PR for a University so I know how to make a public relations scene. (I now feel it is my civic duty to do something. To wrong the right. ) I was recently offered to do an editorial on the following: It is not only crime you have to worry about but Brinks and home security systems. I am waiting a week to see if this company wants to do the right thing before I get REALLY MAD and launch my very famous public relations attacks. I am so upset that Brinks bottom line is not humans (us, readers, us) but money... but again, having spent a lifetime in human rights, research, writing and public relations, I am not surprised. To not allow a senior who feels so unsafe at this point to move on and get another security company is likened to being in the same house with a husband who beat you or cheated on you and you can't get out. He just won't let you. Shame on Brinks. I am so heartbroken, I can't stand it. This is not security. But then again, I am a woman of many resources and one of them is my loud mouth if they don't start listening to their inner moral barometer. MY GOD! a home invasion and they expect me to trust them? I am beside myself with shock, disappointment and anger. Sad, what the world has come to?

Installation was a breeze. The tech that did the activation was incredible.. How good the company is as to monitoring can only be determined when there's a breech.

Our monitoring company was taken over by Brinks. The original company was good, but did not service or install equipment. We had an outdated system that needed to be removed and prepared for replacement windows. Unfortunately, we chose to go back to ADT, because they would replace the system - along with monitoring. I notified Brinks of the change and despite this, they continued to take payment every month. Don't bother calling them, as they put you on-hold multiple times for long periods and ask you to call back. You owe me at least $21.72, per month from May 2019 through January 2020. I would not consider this company in the future, nor would I recommend them. The original company's customer service was stellar by comparision.

We were absorbed by Brinks from another company. No problem with other company. Can’t wait for contract to end to get away from Brinks. Spent over 8 hours on phone and computer last weekend trying to fix indoor camera. Everyone was from Mexico or Jamaica. They took other cameras that were working and kicked them off the system. Now they don’t work like they should. Finally got appointment for tech to come out. Nope, never really had appointment. Called after sitting around and taking off work to only be told never had appointment. Now appointment is 3 weeks away and system is not working.still having to pay for service. The customer service is the worst. Seems like they don’t care. Could not get appointment in a time that was convenient for us. Told they could look for a 3rd party to come out. Have a five year contract and can’t wait for it to end. Price has also increased. Not worth the service you get!

I have never felt less safe in my home than when I had a Brinks security system. It has gone off for false alarms 4 times now in the past 2 months. It cost me $50 to have the police respond to one of the alarms. Another time it went off at 11:30pm after my baby had just gone back to bed and woke my partner and I up scared someone was breaking in. I paid $50 for someone to come out and assess the problem and it is still having false alarms causing me incredible amounts of anxiety having to return home and search my house with a kitchen knife to protect myself and my baby because I can't trust the alarm.

I HAVE BEEN TRYING TO CANCELL MY BRINKS ACCOUNT , FOR 7 MONTHS. EVRY TIME I CALL NOBODY CAN HELP ME. THEY JUST WANT THERE MONEY. I HAVE BEEN BEING BILLED MOTHLY FOR A SECURITY SYSTEM , I NO LONGER OWN. I DONT EVEN LIVE IN THE SAME HOUSE. I HAVE TRIED TO FIND A BRICK AND MORTER LOCATION IN DENVER WERE I AM LIVING SO I CAN HANDLE THE SITUATION IN PERSON... GUESS WHAT THEY DONT HAVE ONE... THIS COMPANY IS A JOKE , AND A FRAUD , I FILE A REPORT EVERY MONTH TO THE BBB. IF THEY CONTINUE TO BILL ME I WILL FORCED TO SUE THEM. I RECOMEND YOU NEVER DO BUSINESS WITH THESE MORONS , BECAUSE ONCE YOU GET SUCKED IN YOU DONT EVER GET OUT. AND THEY DONT CARE.

We relocated in June 2018. I called and tried to cancel service then. Never received the promised cancelation email. Tried to cancel a second time in June 2019 (after paying for a system that was never armed for an entire year). They explained that they could not refund anything, which I begrudgingly tolerated because, as they told me, I should have followed up. They again told I should expect a cancelation email. It never came - again. I then reported it as an unauthorized charge, and stopped payment through my credit card company. Brinks then continued to bill me for another 9 months before reporting the account as delinquent and tanking my credit score 160 points. Just spent 30 minutes on the phone with them and basically got told that they could do nothing for me, except, you guessed it, send another email that I was warned might take 24 hours to arrive. Brinks has continued to bill me for a system that hasn't been armed in over 1.5 years at a property I don't own or live in. They have been unable to assist me in canceling the service, and they have unashamedly continued to bill me for a service they no longer provide.

Horrible service. Sales was friendly. They answered my questions then hooked me in. After the products was baught we got transfered to the service departments. Bad service. No matter how urgent you wait endlessly and request a call back for hours later. When they call you back they can't fix the problems. Having a do it yourself service is terrible. I hire someone to do the work. Then its done wrong I hire someone again. On and on. The service was never fully functional. I worked tirelessly for weeks. Finally when i just had enough because the service never fully worked I cancel and they charge me over $1000. They walk away with my cold hard cash. This relationship is worse than my violent ex-boyfriend. I cant just leave a bad relationship. They punish you for leaving a system that was never working. That's my feelings

BUYER BEWARE. This company uses contracted technicians and admit they do not have an adequate amount. My system continually went offline. I asked for a repair on 2/6/2020. They had me disconnect it myself so the alerts would stop. The first available repair appointment was 3/23/2020. They expected me to go without for over a month yet still pay the monthly contract fee. They also expected me to pay them for the repair when it was their equipment failure. My panel has not worked for years. The last contracted technician was rude and told me there was nothing wrong with it. Despite this no one in our family could press the panel code and get the correct response. They have the worst customer service I've ever encountered. I've canceled my service and switched companies.

I have been a customer for 5 years now and I recently discovered through Protect America online portal that my security system has been offline since July 2018. I can't believe that I have been paying for a monitoring service that I have not been receiving for this long and its even more unbelievable that your company never contacted me to inquire why my home security system has not contacted your system. However, you had no problem with your payment system billing me every month for a service I was not receiving. Albeit if your payment system stopped billing me someone would have reached out immediately. I spent the better part of today trying to cancel my service online, through live chat, and over the phone and none of these customer service channels were able to assist me. They can all open a new account, but they can't close one. The last touchpoint from your service rep was to send me an email with a form I needed to fill out to cancel my service. No surprise I did not receive that email and now I have to call back again. Protect America has a terrible business practice and not sustainable when there are competitors offering better security services with cancel anytime policies.

This Company is one of the worst! Let me start off with the good. - This alarm system allows you to have sensors on all of your entry ways wirelessly. -Pricing is not bad. Now the Bad - They do not monitor you system 100%! I REPEAT they do not monitor you system 100% which is the reason we all choose the alarm system, Right? The reason I say this is because you as the customer need to call them every so often to do a system check with them. WHY? Because they have no way of checking on your system without you calling them. They claim the system will send you an email if it stops communicating. If your system breaks/ not functional they will not call you. Which I had an huge problem with! If I am paying for an alarm monitoring service I should not have to call them unless I have questions about a bill etc. I HOPE THIS HELPS SOMEONE. IF YOU CAN STAY AWAY FROM THIS COMPANY!

Very bad experience since I called customer service to cancel my service because I moved to a different place. They stated the 36 months agreement is due on April 30, 2020. When I asked for new equipment and system back in March 2017 the customer service representative told me the contract will by only 24 months. Now I found out that I have to pay for additional 3 to 4 months for a security alarm system I do not need in my new place. I had been a customer since 2012 and I am very upset with the terms and conditions provided by Protect America. I will share this info with all my friends and relatives to do not use the security alarm system in the Bay Area.

If this could be no stars that's what they would get. They are the VERY WORST. No service , no monitoring no nothing from this outfit. I moved to Texas from Colorado and did not want to use them anymore for lack of service. They are making me pay for 50 more months saying it was a verbal agreement over the phone. I tried talking to them pleading with them to stop harassing me about this and they reported me to credit bureau and my credit score dropped from 805 down to 602. I'm 73 and live on SS . Just because I did not want them anymore and went with ADT they are ruining me financially. They are CROOKS!!

I will be finding a different security provider once my contract is up (which I believe is this september). I have expressed my concerns with our signal loss on our system which occurs usually a few times a month now. This did not happen when we first were customers which I find a bit odd. I understand it has to do with the cell tower service etc but then why does my cell phone keep a constant signal? Yall mailed me a signal booster which also worked for a while but it isnt a total fix. Thankfully it was free of charge. I installed it myself then chatted with a rep who had me take it apart and redo it the exact same way I had done it! Wasted my time while I am juggling little ones. Yall need a video tutorial on the signal booster install so customers dont have to get help with the install from your reps. I feel protect america has few "good" reps. I also went on Facebook to the Protect america page to express my dissatisfaction with my initial experience. I was sleep deprived at the time with a newborn and I had a sales-y rep sell me a silver package basically. But they acted like they were "throwing in" all kinds of free stuff. I feel deceived still about that. And I totally forgot to add in a smoke alarm at the time. But when I reached back out after i install my equipment every rep i have spoken to would not even give us like 20% off on the smoke alarm so my kids are safe. Ticks me off and i finally just bought one. Cant believe it was like $90! Insane. My husband is air force and he has worked in security for years installing commercial systems so i know you guys dont even pay half of that for a smoke alarm. Yall could have earned my continued business and I have reached put a few times and your reps seem to not care and have zero ability to authorize even a slight discount. This mama is tucked still. And I told the last rep I spoke to before buying my smoke alarm that I will be leaving protect america once my contract is up in several months. Terrible customer service for existing customers!

As far as I can tell, "Brinks Home Security" is a poorly stitched together group of smaller companies -- without any coordination between the business units -- with the Brinks name slapped on it as a marketing tactic to evoke a sense of trust and security. I spent 1.5 hours on the phone with Brinks sales in early January so I could get confirmation on how their "Pro Install" options would work. The most important thing I wanted clarification on was if the wires for exterior security cameras and the keypad would be hidden in the walls. I was only interested in purchasing a "Pro Install" if they could assure me of that. They assured me, in writing, that all the wires would be hidden and provide photo examples of how the work would be done. Based on this information, we purchased a $1,400 package with the "Pro Install" option and scheduled an installation for a few weeks later. "Kyle" was the 3rd party installer for Brinks and right off the bat, as soon as he got to the house, he said he couldn't hide the wires in the walls. When we showed him the emails from Brinks confirming that this could be done, he said Brinks shouldn't have made those promises. Then he tried to sell us a different, non-Brinks exterior security camera system without wires. We let him know we just wanted the install done as promised, and he said it couldn't be done and walked off the job. (1st broken promise from Brinks) Suffice it to say, we were really upset, especially since we had planned a special trip to our house in New England for this installation. When we called Brinks customer service about the issue, they were very apologetic and promised to have someone from a higher tier of customer service investigate the situation and contact us again with a better explanation of why the installer left, as well as offer a proposal to "make it right". A few days later, we started getting phone calls from the "Pro Install Scheduling" group to try and schedule another installation. I told them I was expecting a call from a higher tier of customer service before we rescheduled -- they had no idea what I was talking about. Calls from the "Pro Install Scheduling" group continued day after day and we never got a follow-up call from anyone from a higher tier of customer service with the answers they promised, even though we called them a few times proactively. (2nd broken promise from Brinks) Yesterday, we called customer service and spoke with "Kathleen". We asked for two things as a final attempt to get this sorted out: 1) We asked her to speak with the installer before they come, so the installer can confirm that they are going to make every attempt to hide the wires in the walls. 2) We also asked her to give us the installer's contact info so we could speak with them before the installation as well. Kathleen and her supervisor assured us that they would personally handle this, and would contact me with the information today. Well today came and the "Pro Install Scheduling" group called again and said they had an installer lined up for this Saturday. We told them we were waiting for someone to speak with the installer and then call us with the installers contact info. The rep said that wasn't something that Brinks does. I called customer service and spoke with Kathleen again, told her what was happening, and asked to speak to her manager again. Kathleen told me she couldn't transfer me to any more managers in her group and that I needed to work with the Pro Install group to sort this situation out. I pointed out that she and her manager had made a commitment yesterday to sort this out, and now they were kicking me to another Departmnet. She apologized but stayed the course (3rd broken promise from Brinks). I had a mini tantrum on the phone since I probably had sunk 6 hours into Brinks by this point, and just as you'd expect, they treated me like I was the problem. I cancelled a few minutes later. Good riddance!

Brinks Home Security is by far the worst security service I've ever had the displeasure of having. The sales staff that I had pitch the product was the biggest joke I've ever seen, they made it sound like the Security system I was getting was top of the line, and the Doorbell camera was state of the Art, but in reality, it was always setting off false alarms, and the doorbell camera NEVER WORKED. I recently purchased a house out of state, and Brinks wanted me to pay $1,000 to transfer my service, and $350 an hour to check the Brinks Security System in my new home, with a minimum of 4 hours. If I would've known I would be this upset about my security system, I would've invested in Blood Thirsty Pitbulls. I would never recommend Brinks Home Security to anyone. Its not worth the Headaches and Nonsence your going to receive.

I have had Brinks for quite a few years. Recently I moved and bought a new house and transferred the contract. It took months and repeated phone calls to transfer and then cancel the service. I would call and get an answer. Then I would have to call back because the service was not turned off. Then I would get a different answer. I started recording the phone calls and played them back because sometimes they did not have an a record of the call. Most times the information I got was so much against their policy that they would not believe me until I played the recording. Very unreliable. I also got three different answers from three different people on the same 1 1/2 hour long phone call today. Avoid at all costs. Horrible customer service, unreliable service, variable ability to answer questions to to carry out requests for service. The entire point of a security system is to feel secure. I have no confidence in Brinks.

First off, I signed up under another company who I didn't have any negative issues with. Sadly, Brinks absorbed them somehow and I have had the absolute worst customer service ever. I was under a 5 year agreement with the previous company that rolled into Brinks. The price goes up ever 12 months, which I guess I didn't catch when I signed the 5 year contract? Or is this just Brinks? A 5 year contract in any other industry usually guarantees a monthly service fee that doesn't change. To cancel, I would have to pay the entire service fee up front. Their technical support hours are Monday-Friday CST from 8 AM to 8 PM, so god forbid you have an issue any other time during the week. I had a false alarm a few weeks ago and the police stopped by my house. This is the third time one of the stupid sensors kept going off, even though I never open that door and the sensor is not used. I tried calling their technical support line while away at work, verified my address and phone number and the call was disconnected but the technical rep didn't even care enough to call me back. Absolute worst service I've ever had in my life and for $70 a month (started at $60) it's absurd that this is the service we should expect. I hope this company loses all customers and goes completely bankrupt. Do not use. I cannot even trust the system enough to bother setting it since the sensors do not read properly and the company doesn't bother trying to fix anything.

The worst customer service I've ever experienced. My system has been down for months. Constant errors. Alarm beeps 3 times a day whether the alarm is set or not and you have to get up and enter a code to get the alarm to stop beeping. Including 8:05 am every morning. I've logged in more than 12 hours on the phone with their "technical" department. All for nothing. After many phone calls I finally got them to send out a technician. It was a three week wait. Tech said it was an improper install and our board was fried. Nothing he could do. Since I was on a contract I called Brinks and asked for a quote for a new system. Said they would call and email me a quote. It's been two months and I'm still waiting for that quote. Avoid this company and save yourself a lot of aggravation. They'll call and act like they care but they don't. Because you're under contract Brinks is going to get their money whether your system works or not.

THIS IS THE WORST SERVICE EVER!!! AFTER BEING A CUSTOMER FOR 4 YEARS! I HAVE BEEN TRYING TO CANCEL MY SERVICES SINCE JUNE 2019 AND SERVICES ARE STILL NOT CANCELED. STILL BEING CHARGED FOR SERVICES THAT DONT WORK!!! ALL BECAUSE THE UNEDUCATED EMPLOYEES THAT IS NOT ON THE SAME PAGE/PROTOCOL/PROCEDURES IN THE CALL CENTER ENVIRONMENT. THIS IS RIDICULOUS!!! WHEN THE REPRESENTATIVES SEE I HAVE BEEN CALLING SINCE JUNE AND NOW TODAY I FINALLY GET THE EMAIL AND STILL HAVE TO PAY FOR ANOTHER MONTH OF SERVICE WHEN THE BOX DONT EVEN WORK!!! AND I ONLY GIVE THIS ONE STAR TO SUBMIT MY REVIEW. ❌❌❌❌❌I WOULD NOT RECOMMEND THESES SERVICES TO ANYONE❗️❗️❗️❗️❗️❌❌❌❌❌❌AND THE WHOLE REASON FOR WANTING TO CANCEL WAS BECAUSE I WOULD OPEN THE DOOR AND THE ALARM GO OFF 15 mins later. Front door open. HORRIBLE SERVICE❗️❗️❗️❗️ HORIBBLE CUSTOMER SERVICE

This is not a good company. Stay away, BUYER BEWARE. Their customer service is dreadful to say the least. They always have a long wait time but today the wait time was almost 6 hours. Their online help person lied and said it was a 51 minute wait. This was after a 2 day wait for a call back last week and an almost 5 hour wait 2 months ago. Their online person was rude and unreasonable. We have had so many problems with the equipment and have had to call so many times, but their unresponsiveness has been deafening. We are locked into a contract and can’t get out so they don’t even appear to care.

Stay away from Protect America!! Very bad customer service. They do not have customer friendly cancellation policy. If you move you are stuck paying for service that you don’t use no exception. I offer to pay penalty but they refused to help me. They force you find replacement customer. Since I could not find any once who could take over service for me. I ended up paying them a year for not using it. Calling customer service is crazy you are transferred from one rep to another before you could talk to anyone and expect to wait 2-5 hours. There sensor is cheap and it keeps falling. Horrible service. I could give them a rate number it would be negative ( -10)

What i dont understand is my contract was up and they had increased my bill somewhat and i called one day a few months ago to see if i could lower it some and they offered my a small discounted price around $10 off per month, but then made me go under contract for 12 months for a small discount.

After my 3 year contract was met, I tried for 4 months to stop the service. Always a different excuse as to why not. Every time I called, no staff was available in the department that managed disconnections. Contact cannot be cancelled by email or chat or phone call unless you speak with that department (and they are never available!). From day 0 it was a disaster. After 1 year of paying my part of agreement, I found out in my State the law requires I sign and send to the Police a filled form with information, so they can come if my alarm goes off. Well, I spent 1 year without being protected. Sensors fail constantly too. After 2 months without having the service disconnected and them collecting the monthly payments, my only option was to get in contact with my Bank. They did an investigation (I provided dates of calls, chat transcripts and "call order #"), they concluded I was correct and gave me back the 2 months they collected illegally and I thought it all had a happy ending. I was wrong: 2 months later I was contacted again for an outstanding balance equivalent to 2 months of service and then a debt collector agency started calling me. DO NOT USE THIS COMPANY! They are borderline fraudulent!

Trying to cancel service because I am moving. $344 is cancellation fee, 7 months left. Ok. No problem. They want me to wait 7-8 days to receive some letter in order for me to pay my remaining balance, and then docusign a document saying it's been cancelled. Ridiculous!! Take my money, send me a cancellation email! Done. Make it simple. It's 2019. What is so hard about that?? That is not convenient for your customers! We live in a customer service oriented business environment, and you surely have not got that memo. Will never use your services again, and will tell people to be weary of using you.

THIS COMPANY IS THE WORST!! We used to have Monitronics and then these crooks at Brinks Home security bought them over. First of all the sensors never worked, then when they placed the monitor it caused all our kitchen outlets to stop working and our monitor stopped working as well. We finally got a hold of someone to come and fix the monitor and hey just put it in another wall. It turns out that these people extended our contract with out telling us for TWO more years just because they "fixed our monitor". If they had good quality sensors and monitors they would have not had to fix them and it was not our fault that they were defective. We are no longer living in that house and when we called last year to figure out a way to pay off this contract we were told we had to pay over $2,000 or pay it off monthly and the lady offered a $10.00 discount per month. We did not have $2,000 available so we accepted the monthly payments with the discount. Our contract was supposed to end mid 2020. This month our monthly bill went up $10.00 when we called this morning to find out why we were told that the discount was only valid for one year and guess what we RE-EXTENDED your contract until DECEMBER 2021!! The person at the customer service said that when we agreed to the $10.00 discount last year that meant that the contract would get re-extended. This is unbelievable! They re-extend and re-extend with out asking first. We never agreed to re-extend why would we if we are no longer in that house. Our family is in an extremely financial situation here and these crooks are taking advantage of us.

They lock you into a 3 year contract and are higher priced than most. Hard to cancel with long wait time on phone when contacting them. Must pay in full before putting in cancellation notice and then get another month out of you saying they need 1 month notice before canceling.

I have called Brinks at least 6 times in the past two days. I do not get a live person that i can understand, they take forever to verify who i am, and the customer service personnel are borderline sarcastic. I have a camera not working properly, and brinks sent a tech out and stated i need a new one at a cost of about 250 dollars....im then told that brinks isn't responsible, that Skyline security is. Not only that, but instead of telling me that up front, they are accd to the call, going to bill me $50. Why didn't they just say, upfront, that it was a skyline issue? Not to mention no one can clearly tell me what is what or who is who....skyline did the install, but i pay brinks...its a brinks web page and mobile app...but they dont watnt to do the warranty work....skyline keeps sending me back to brinks,.....brinks sends me back to skyline. What a sham this is.

Absolutely horrible . Do not use these guys . Installation was a disaster for both my house and also my business. They came and went kept us prisoners in both our home and also at our business. They were installing at our house till almost 11pm on one occasion . While at our business it took them weeks to get it to work properly and they still have not come back to install 3 sensors in the back of the building . We have contacted them at this point many times . They tell us to call Innovative Home Solutions who is supposed to install and service us in this area. We have called about 6 times already over 2 week period if not more but have not received one single call back . This security system is worthless without sensors . If we get broken into they will be responsible . DO NOT USE BRINKS!!!!!

As soon as I can get a live person on the phone I will be canceling this service. When it was Monitronics it was a great service, Brinks is terrible. I cannot get live support, I could not get help with an alarm going off, and when I did reach someone it sounded like they were having a party in the background and the person on the phone did not care at all that I was having trouble with my alarm. The call center person was not acting urgently, even though the alarm was going off, he was not professional, and when I asked him to hurry up because my dogs were going crazy and I was afraid that the police were on their way, he hung up on me. WORST ALARM SERVICE I’VE EVER HAD!!!!!!!

First the equipment does not allow for owner access and control with a visual of online status. It just says open or closed. Not good and is probably the reason intruders kept coming in my home. No intention of being the neighborhood store or not able to enjoy my home securely. They did not specify 15 calendar or work days to cancel in their contract. They did not respond to my emails to cancel until I submitted a chat they their website notifying them I had returned their equipment. They did not send a cancel link until I quoted their contract. The cancel link is a bill payment link, no mention of cancellation, is a buyout payment request for $1359.00. A RIP off and unethical customer service procedures for nonretainable customers. They need 30 days to cancel. Why is that? It sounds like a financial investment firm instead of a security service. I have not encountered an alarm company that has less than a 30 day return policy.

DO NOT SIGN WITH BRINKS - THEY ARE NOT THERE FOR THEIR CUSTOMERS. They only want your money. I gave them a single star only because I have to. I signed with a company and then received notification that Brinks was my new company. I never signed a contract with Brinks, the original contract was for 12 months with the old company. Due to financial issues, we chose to cancel our service (after paying for it for 1 year). The customer service rep argued with me saying my old company was never affiliated with that company. That we would still be liable for the contract, I called again once they took another month out. They said they could not help me, would not let me talk to a supervisor and said he was the account manager and would help me by waiving the next month and start payments again in January.

Called in and was able to get a system that worked for us very quickly. Happy with the products and service, and would gladly recommend them to anyone.

Let me tell you about protect America have had their service activated for less than 15 days a wireless system having problems with control pad picking up some type of radio, tv,cell phone, something? Called them ask to send they're equipment back 15 day trial right? Well apparently they consider part of the 15 days while its being transported by truck to you in my case 2 separate shipments because they didn't send all the equipment? Took around 2 weeks in transit. Now it's too late to pull the plug less than 15 days after activation. I really question these folks business ethic BEWARE. Customer service is an absolute nightmare. Will update later have prepaid legal going to pick their,brain. Please Beware of this company.

Brinks Company took over our previous alarm company. The monthly payments were automatically debited from my checking account so we did not know it until the control pad broke. My wife called and someone came and replaced it. My wife explicitly asked if their is a fee, and she was told that none, and it is part of the service. We were ok until we sold our house.. A month before the escrow closed, the service was cancelled and I advised the bank to stop the automatic monthly debit. Somehow the account remained active and they continue to bill us for the services that we are not getting. They also sent us a letter charging us $700 plus as a cancellation charge. The contract from our previous alarm monitoring company has long expired and we never had any signed contract with them. Seem like it is impossible for them to accept and understand that are no longer using their services. My wife and I had called many to times to inform them but Nothing work. I am even considering of hiring a lawyer to deal with them

Stay away. Their equipment frequently fails and the customer service is without a doubt the worst in the business. We’ve had nothing but issues with multiple failures resulting in either police or fire personnel showing up to a false alarm. The sent a contractor out multiple times and no change. We haven’t set the system for well over a year - the time period of the fire dept showing up at 2 am for nothing. We were finally fed up and said time to part ways, and we had moved. Offered to split the remaining cost of the contract. Seems reasonable, right? Didn’t use the equipment because of ongoing instability for over a year and we moved. Nope. They weren’t hearing it. How’s that for customer service? Do yourself a favor And go elsewhere.