Brinks Home Security Reviews

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 What he recommended was so overpriced and the main unit looked outdated.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.

They called me back last week and we’re very friendly. The equipment came a few days later and we set it up in 30 minutes. I’m happy they helped me keep my family safer!

Brinks took over my original alarm company and I never had any problems until I moved.... I have been on the phone for over 45 minutes trying to get a service call to the new system in the new home due to multiple general alarms and the front door sensor always being in alarm. I am still on hold waiting and will owe my first born in cancellation fees if I discontinue the service with brinks, I have been hung up on, transferred between the same two departments several times and told that I will be charged for a service call due to their equipment failure. After 1 hour and 15 minutes I have the technicians phone number to call and make an appointment, that's right still no firm appointment day or time. Bottom line- Unless you have hours of your life to waste being on hold, enjoy performing customer service for your self, or an unlimited supply of money explore your options for different security companies.

First issue was the smoke alarm that the Technician installed, was way too sensitive or at the wrong location. 2 false alarms, with the fire department arriving in front of my house, could not take a shower and leave bathroom door open after use, the alarm would go off. Next was the payments, I do online payments did not have any problem for the first year. Then when Brinks took over issues started, they did NOT receive a payment, told them that I did do a payment and have a payment confirmation # and my bank also confirms that the payment went through. But NO payment at Brinks end, funny thing some payment went through with no problem and then some didn't. WTF?? Called Brinks, explained the situation - they didn't care, and said that I still have to do the payment. I cancelled the account, Brinks sent by e-mail forms to cancel my account, and I would still have to pay the remaining months of the contract -fine. Last payment still hasn't been "received" yet it's been over a month - now they are calling 4-5 times a day asking for a payment. My payments have been sent online, money has been deducted from my bank account, my bank says the payment has gone to Brinks. So what am I suppose to do??

We had automatic payments with Guardian Security when Brinks took over. We cancelled at the end of our contract. But Brinks continued to bill our account and would not stop. We called and wrote letters for over a year before they finally stopped. However, as soon as they did, we started getting automatic payments from our bank account to Monitronics. We never heard of them before this. We never signed or asked for a contract. We don't have any equipment now except ADT. This company appears to be defrauding us because we are seniors. If you have Brinks I would get out as soon as you can.

Their customer service reps are horrible and rude. Usually they speak in broken english or their grammar is so poor that they probably can't even read the reviews being written about them. This is a worthless service. Just look at the statistics surrounding the effectiveness or need for a home security system. Why would you pay extra money for something that will tell you when your home gets broken into. Super expensive, horrible service, and they change their name every time when they get bad reviews. It has been Brinks, Moni, Monitronics, and there are some earlier names that I can't remember as well. That is all in well under 5 years. Do not ever do business with this company.....no matter what name they go by.

My original security service company was purchased by Brinks within the last couple of years. Never had an issue until then. In less than two years they have lost two of my payments (by check). The first time I gave them the check number and date sent but Brinks insisted it didn't matter that the check was lost in the mail, they insisted on charging me a late fee of $5.00. I asked the agent to waive the $5.00 fee but they insisted they could not waive the late charge even though my payment record was consistantly good. I asked to speak to a supervisor and the agent told me there was nothing he could do to waive the late fee. Jump forward to September of this year. I began receiving calls from Brinks regarding a late payment on around 9/21 but was unable to take the call at work. On 9/23 (Monday) I answered their call and they informed me that they had not received my check. In this call I provided them the date and check number of my payment. That original payment was sent roughly 10 days prior to due date. It was accepted that the check must be lost in the mail. Brinks insisted that I not only pay the past due amount but also the next months amount due plus a $5.00 late fee. I indicated that I would only pay the past due amount and I would send them another check for the next month's bill when it was due and that I would not accept another $5.00 late fee for the US mail loosing another of my payments. The agent said she would note that I was sending a check and if they had not received within 10 days they would call back. The very next morning I received another call from a different agent saying I needed to pay the past due amount plus my next installment. I indicated that I had just talked to them the day before and had sent a check. The agent said she would note that on my account and that no one would call until 10 days had passed. The next morning I received another call from yet another Brinks agent and relayed the story of the previous two calls and that a check had been sent. The very next day I received an invoice in the mail for the past due amount, a late fee and my next installment amount (which wasn't due yet). Two days later (Saturday if you are keeping count) I received a letter from Brinks with (1) the various ways I could pay my account balance (one of which was by check), (2) a copy of my origianl check with the signature line partially torn off and (3) a memo from the US postal service apologizing for any inconvenience this has caused all of which was postmarked 9/23 (the date I first talked to an agent) On Wednesday (10/2) I called the billing department for an explanation of how they could have received a torn check in early September and not noted it on my file even though it was not possible to process due to the signature line being torn. I also asked why did it take them another three weeks to inform me that they had received a torn check versus putting me into the "past due" collection group. The agent I was speaking to didn't seem to care about the frustration they had caused. I asked to speak to a supervisor, the agent put me on hold and came back a few minutes later saying the a supervisor was unavailable but one would call me within 48 hours. Needless to say, that call never came. Oh, one more twist. While I was on the phone with the third agent attempting to get me to pay a bill I had already paid but apparently was lost in the mail, she asked me to do a system test. We did and everything worked. The next time I went to set my alarm, the panel indicated a zone issue with the zone we had tested. So for a couple days we went without security. I finally had the time to call the technical department and after multiple attempts at checking on the sensor in question, the agent indicated there was nothing she could do and that I would need to have someone service my accout for a minimum of $25 dollars and it would likely be another week before a technician could service my sensor. I ASKED THE AGENT IF SHE COULD HELP ME JUST RESET THE PANEL. SHE INDICATED SHE COULD NOT AND THE ISSUE HAD TO BE ADDRESSED WITH A SERVICE CALL WHICH SHE WOULD HAVE THE SERVICE AGENT CONTACT ME. Later in the day, my wife came home (I had not mentioned the call I had earlier in the day) and she decided to call Brinks for technical support. The agent she spoke with told her how to reset the panel, it worked and we are now back in business. I write all of this to help anyone considering Brinks to think twice. The billing, collection and service departments failed miserably all within a week and one-half time frame, all over a lost check. I have mailed ten to twenty checks per week for the last nineteen years. I can count on one hand how many times the US Postat Service has lost my check - two of which was to Brinks.

We signed a 6 year contract at $63 a month and are 4 years in. They sent us an email saying we can upgrade our equipment. I called and for $20 a month more they can update our equipment and add another 36 months. For a total of 56 months and $83 a month. After-all new customers come in at $19.99 for 36 months. What a joke!!! Why send emails to current customers saying you have outdated equipment and only get new equipment for triple the price of a new customer plus extending your contact and yet you are a loyal paying direct payment customer??? Apparently in 20 months we will be finding a new carrier as I am not paying the $1300 early release of contract... Then if you need equipment worked on or someone to come out just because there product isn’t working you will pay even more. Nothing they do is to support there customer and keep them returning except the contract we should have never signed.

My 2 carbon monoxide sensors reached their "end of life". I inquired about purchasing new ones and was quoted $125/each which is about $25-50 more than same units purchased online. They said that included a service call to have a tech "install" (which means install battery, place on wall). I decided to purchase a plug in model (much cheaper) and called to have Brinks disable the 2 units on my touchpad. Was informed that they could not do it via phone, but requires a tech (and $50 service fee) to make the change on my touchpad. Everything with these guys is about getting their service fee. I'm saving the $50 by cancelling my system and going with something with better customer service and more user friendly.

I’ve been with Monitronics for over 10 years. Brinks took over, claims to be #1. There is no way! I tried cancelling service because I was moving, instead I was bamboozled into believing I’d be able to move into my new house and have new equipment installed since all mine in my old house was outdated (10 years old) at no additional charge. I asked them to shut off my service and restart when I move and have everything installed. Nope, I was charged every month. I’m now in my new house with new equipment and was just charged today $ 869!! WTF?? For what? I never okay’d this. This company is shady. Ask for everything in writing and recordings. I will fight this and am cancelling service.

I have been a customer with brinks for 3 years. My contract was up and I wanted to switch to get a specific system that would work for my household as I took on a renter. I reached out to ADT and they sent a tech out to walk my house and give me a recommendation. I was happy that they had what I needed. I called to cancel with Brinks and the agent said she could offer me what I wanted for a cheaper price than ADT. When it came the day to install the tech did not bring the equipment. So I wasted my personal time at work taking off. The second time he came he installed it and rolled out. I could not figure out how to work it so I called technical support only for them to tell me that I had the wrong system. I spend hours on the phone getting bounced around between agents until finally a woman who understood my problem said she would get in touch with the selling agent and both would call me back. Neither ever did. I called back and tried to get in touch with either of them but to no avail. Finally a woman told me she knew I had the wrong system and was sending a tech out to install the correct panel. She assured me that she would explain to him exactly what to do. So now the day before the appointment I get a call that goes to voicemail saying that they were overbooked and my appointment was cancelled because they didn't know what I needed. This is the third day I had taken off of work. I speak to someone about this and she assures me that my system can do that functionality that I want it to and it just needs to be updated. She sent down the update and said it would take one hour. After an hour nothing happens. I call back and am told that I have the wrong panel again. This time I am told that I either need to pay to upgrade my system or if I wish to cancel pay the duration of my three year contract. They said that for anything else I need to get in contact with the person who sold me my system. An agent reaches out to her in email and say she would call me. Nothing. Another agent reaches out through phone. Nothing. Finally a third agent says she walked out to her desk and found out that she was never notified of needing to call me. I asked to speak with her and they told me she was on break, then she was on the phone with a customer, literally any excuse. The person I was speaking with told me the same thing, even if it isn't the system I asked for , it is a working one. She also adds that I never specifically asked for their "Partition Model". She is right, I didn't because I do not know what that is, I just explained what my house set up is and was hoping someone was going to install a system that would work for my home. To fix the problem I either need to pay out the three years or raise my monthly bill to pay for the panel I asked for initially. Long Story Short: Brinks installed equipment that does not do what I asked for it to do and now they tell me if I want the equipment I asked for then I need to either pay extra for it or to get out of the contract I have to pay the full three years. The phone operators are rude and dismissive, I have never been treated so badly and I feel like I got scammed. I will spend the next three years paying for a system that cannot arm a section of my house because they installed the incorrect panel.

Brinks CEO, CFO and COO belong to JAIL. I tried to cancel my account for almost two years they refused to close it until I sold my home. Then they asked me to move it with me HAA HAA. I told them to take their service and put it where the sun don't shine. This is a scam company, they are fraud and they all belong to jail including their employee as a bunch of liars and crooks. Many times they told me they will send me my payment history and final payment mad and their email never show up bunch of crooks and liars Shameka thier account rep should also be in jail. The WORST COMPANY in NORTH American so far.