Brinks Home Security Reviews

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.

I would have given a negative rating if it’s an option. I was in contact with their reps 4-5 different times (after being on hold for 30-45 mins and being cut off 3x) requesting to send me my contract but twice I was told they will be sending it to me but a day later still none. I would like to revisit my contract as they extended my contract due to military relocation. If you are a Military member stay away from this company. They don’t have military clause therefore whenever you relocate you either extend the contract for additional 21 months or pay $550 for uninstalling and reinstalling the equipment/service whenever you move. This company has the worst customer service.

This company is terrible at customer service and avoid you when you need to cancel. Their phone tree does not function even when a supervisor states they will get you to que to leave a message for call back. Been attempting to cancel since June..it's now September. Been on hold at least 4 times now at over 45 minutes each...they call back on non-identified numbers so you don't know its Protect America...and all cancellation needs is a form completed that any employee could email but they will put you in a hold pattern to get to the department that CAN do that...go elsewhere for your protection

My complaint is with "customer service" Issue that started it was that we kept getting offline messages. When I called to schedule a technician, I was told the first available appointment was a month away. They have ONE technician for my area. (I live in a city with a population of 2 million!) During the appointment, he replaced our panel and helped set up the codes, etc. It wasn't until after he left that I discovered that he did not reconnect our thermostat and door lock. My husband spent 2 hours on the phone on Friday. They forgot to put us on hold and it sounded like they were having a party. We were old to call another number and that resulted in technical support saying we had to go thru Brinks again. They were literally Googling the same info that I had also looked up. She told him that a technician would have to come back out. My husband said he wanted a return call on Monday (as of 1pm this still has not happened). That brings us to my getting on the phone today . Waited 45 minutes to get the 1st person who transferred me to Technical Support. Waited another 20 minutes before I got someone. While we were trying to resolve, the call was disconnected. I am currently at 45 minutes and counting waiting for technical support.

Note: in the interest of clarity and accuracy, this first paragraph has been reworded since my original posting of this review a while ago today. I should have said that from my perspective they *tried* to cheat me out of $300. I was with Brinks years ago before they went belly up for a while. At one point 10 years ago I discontinued service (I think because one of my apartments went vacant for a time), and when I asked to resume monitoring, it turned out that unbeknownst to me they had been racking up a bill totaling more than $300 for additional monitoring fees that I neither wanted nor knew about. They demanded payment and refused to resume monitoring service unless I paid it. That was years ago and I don't recall the precise details, but the dispute had something to do with them claiming that discontinuing my payments was inadequate notice of no longer wanting the service. Although they were no longer getting autopayments, they just started running a tab that I was unaware of. (If you no longer want a magazine, you just stop buying it.) I was not under a contract, by the way. I recall them being SO difficult and hard-nosed that I hated them with a passion, as I felt they were literally trying to cheat me out of $300+. Plus that was at a time when I was poor as a church mouse and they seemed to be acting like a collection agency going after a criminal. That they didn’t try to legally collect lends support to their not having a convincing rationale. Point is, this is how they treated someone who had been a loyal customer for years; and they lost way more than that $300 by losing my business over this—not to mention the good will they did not enjoy at dinner tables with my friends and acquaintances. I went with a different company with better customer service and did not pay the whopping amount Brinks wanted to collect from me, as that would have constituted thievery by them from my perspective. Later I went with ADT and still later when I needed service for a new property, I learned about LiveWatch and went with them. I was very satisfied with that company. Alas, LiveWatch suddenly turned into Brinks. I don't know if LiveWatch just bought the name, or if Brinks resurrected itself and bought LiveWatch . Seems like the latter, to wit: Last year when I had to call support, I was on hold for 29 minutes before anyone answered. It took 49 minutes just to activate new key fobs. Then I had to call back to deactivate the old key fobs, and was on hold nearly 23 minutes that time. Then less than 2 months ago, they claimed my autopament didn't go through. This after years of being on autopay. For some inexplicable reason, they had suddenly tried to put a payment through on an old credit card that they had on file but that hadn't been used in years. You should see the convoluted conversation require in their online chat to get this fixed. Somehow their own records got really screwed up, and it's disconcerting when they do this with respect to credit card numbers. Scary.

DO NOT USE BRINKS!!!!! Like others, I wish I could give 0 stars. Let me start by saying I work in customer service and am the director of a global service desk with over 200 agents and managers. The most important thing I teach them is to sound caring, positive and helpful. Their smile must be seen over the phone. If you can't do that then the job just isn't for you. Don't come to a job where you are miserable and make your customers feel miserable too. That is what you get with Brinks. Even since Live Watch was purchased by Brinks the customer service is terrible. Super long wait times on the phones, some the technical support staff no very little about about the equipment, so it depends on who you get. You might be running down a rabbit hole that takes weeks to resolve or you might get someone who can get your issue resolved in minutes. But why do we need to call so often? Why do I keep having issues with equipment and service? Notifications stop working, sensors stop working, camera uploads sometimes have poor quality. Customer service is definitely the worst part. They don't know anything and worse don't care. They must have it really tough in their jobs because they are always angry, unhelpful, curt and rude. My call yesterday the manager I escalated to basically called me a liar. I had to tell him what I wanted him to put in the notes word for word just to get my ticket updated. I had him read it back to me so I could be confident that he actually did it. I'm changing services as soon as I can even though I am $$ deep into their equipment.

Started as a customer of Guardian Security in TX over a decade ago. We moved to OK four years ago and the service went down hill from there. Had many months where our equipment wasn't working. They had to install new equipment and I guess locked us into a new 5 year contract. We just finished moving back to TX and guess Brinks bought out Guardian a couple years ago. Our service has been so bad that we want out of our contract, but they are not allowing us to get out of our contract. We've been paying customers for 10+ years, and we either have to pay them all the costs for 22 months (over $600 ) to get out of this contract or pay them new hardware they say is needed at our new house. This is probably the worst service I've ever had with a company. Don't sign any contract with Brinks.

THIS COMPANY DESERVES NO STARS! EVERYONE READ THIS! Stay away from Brinks. Theirs is the worst service and package! I have been paying for 4 months with the cameras not working at all. I do not have the time to call because it takes customer service 2 hours minimum on the phone to "diagnose" what's wrong, and all they will end up saying is "a technician will have to come to your house" to do the work. Just for the trip visit by the technician, it will cost you $50. Any work that needs to be done is additional. I have had three technicians come on different occasions and I had to pay over $200 each time. They would fix it MOMENTARILY but issues begin again in a matter of days! Then I can't find time to sit on the phone with them so I would go with no alarm. I keep paying monthly because they charge you a late fee if you do not pay on time. Yet, their billing cycle is unclear. In other words, everything about this company sucks! I held on from cancelling for 3-4 months hoping that when I get the chance to sit on the phone with Technical Support, they would help me. I spoke to four technicians today and each time I was disconnected. I must say "they just hang up" because they cannot help. If indeed their service is good and they want to help, they would have called me back when the line went dead. They asked for my phone number each time in the beginning of the call saying "will call you back in case we get disconnected." But no one called me back so I had to keep calling back. I spoke to Fernan, Martin, Ashia, and Kia in that order. When finally I decided to cancel, I pressed "cancel service" it asked if I was moving and that they will move my service. Of course I would not , for the life of me, want anything to do with them. I will have to call during regular business hours. People buy security systems for their peace of mind. There is NO PEACE OF MIND with BRINKS! They just keep taking your money with extremely poor service. TAKE NOTE OF THE # OF POOR REVIEWS HERE. Take note also that each bad review, BRINKS IS RESPONDING TRYING TO SHOW THEIR RESPONSIVENESS TO THE POOR REVIEW. If they can clean up the dissatisfaction of their customers when people have had it, they should clean up their act in the front end. Goodbye BRINKS! I will have more peace of mind knowing I have cancelled my service from your company.

It worked ok for about 2.5 years, then it went bonkers. After the control panel was replaced because the battery of the old one expanded, all the sensors started malfunctioning. Even worse, the motion sensors started reporting false alarms. The police showed up at my house for five times in the past 6 months. The waits trying to fix the malfunctions were as bad as all the other people report and they blamed everything else but their equipment, ie they couldnt fix the problems. The straw that broke the camel's back, when a window sensor reported a false alarm. So I decided to cancel since I cannot have the police keep on coming here for nothing. Theyre giving me a hard time to cancel, so I had to call the credit card company and was able to prevent them from charging me anymore for a system I cannot use.

STAY AWAY FROM BRINKS-TERRIBLE SERVICE, HIGH FEES I was a customer for 11 years and always paid on time. Then they forced me onto online billing (or else I have to pay a fee to get a paper bill) and there was always a problem. Suddenly I was getting $5 fees every month for “late payments” when I had set the date in my Chase bill pay over a decade ago and it was always on time. Did they change the due date? Then they raised my rate without telling me and the next thing was I started getting calls from collections - for the $23 that I had racked up in the bogus late fees. Yes, collection calls for 20 bucks, to a customer of over a decade. It seemed the amount I had been paying was suddenly varying every month so the set amount I had scheduled to pay every month from Chase was never enough and I had to log in every month to see what the new amount was or get hit with fees. The amount was always the same when I had paper bills sent though and I barely even had to glance at them cause I had the bill on monthly autopay from Chase. Seems like they were just trying to generate additional fees. It never made any sense to me why the amount was never the same each month after switching to online billing and it was an extra hassle to have to log in each month to find the mystery amount and then log in to the bank to change the amount there also. So I called to cancel and they suddenly offered to cut my rate in half (existing customers, take note - you are paying twice what you should!). I just wanted to cancel though so I esigned the cancellation and then they BILLED ME FOR AN ENTIRE MONTH AFTER THE CANCELLATION! I sent the cancellation on August 12 and they billed me a full month for 8/11/19-9/11/19 because they can’t prorate their bill for one day?!!? I missed the new cycle by ONE DAY and I had to pay for a whole month. I complained and they told me I have to pay it - zero help from customer service. Absolutely ridiculous. Don’t get involved with this company!

Pathetic customer service. They are all cheaters, i have been struggling to move my service ( which is under contract ) from my old house to new house and it been 3 months now and they have not transferred it. I am still being charged , even though no service is being provided. Every time i call customer service, all they talk about is increasing my contract period for my new house. I don't know why they want increase my contract for 2 additional years when they are not providing any equipment. !!!! PLEASE be careful and don't fall into their trap. Don't sign any contract before you read it carefully. I am paying $ 550 to end my contract, i can't take it anymore with this company. All they gave me was Stress and NO SECURITY.

I have never experienced such HORRIBLE customer service, if you can call it service. We have had numerous problems since they bought Guardian. The latest problem has been alarms that show a low battery. We have replaced 3 batteries in less than three weeks. The alarm went off last night and tech support gave us directions of what to do an d said if it happened in the next 2 weeks we should call back and request a tech come to check the sensor. It wasn't 10 minutes before it went off again. I called today and another tech had totally different directions including removing the battery. I can't get on a ladder due to a bad back and said I would have to call back when I could get someone to get on a ladder. I was so frustrated that I called to talk to customer service to get a tech out to my home. I was on the phone for 1 1/2 hours with someone who said she had to go through certain steps. Finally, I got her to get a tech, and he is supposed to call me in about one hour. I WOULD NEVER RECOMMEND BRINKS TO ANYONE CONSIDERING A HOME SECURITY SYSTEM, NOT EVEN MY WORST ENEMY. I AM GOING TO GO FURTHER TO SAY, IF YOU DECIDE TO GO WITH THEM, YOU CAN NEVER SAY YOU WEREN'T WARNED. AGAIN, WOERSZT CUSTOMER SERVICE I HAVE ENCOUNTERED IN MY LIFE AND I AM 75 YEARS OLD!!!!

The systems internal battery kept dying and they kept charging me to replace the battery which is expensive. So I got fed up and tried to cancel and they made me jump through hoops to do so. They claimed to have called me and said my voicemail was not set up so they could not leave a message, I did not have any missed calls from them and I have had voicemail for years. Then the people on the chat function on their site cant help with cancellations ( how convenient) and said they will have someone call. No one ever called. Then I call customer service again and the person that answers cant help me and says they have to transfer me..I wait on hold forever, and then I leave a call back and no one calls. So frustrated. Buyer beware!

I was a pleased Monotronics customer for 10 years at which time Brinks came into the picture. Immediately Brinks wanted to charge me $4.00 a month just to send me a monthly statement. I declined. Businesses don't operate like that in this country. I set up automatic payments for my current billing rate to be sure they got their money at the end of each month. I could have tried monitored my account on their website but that never worked. When I was trying without success to manage my account on their site I called, actually got a person to talk to but they were clueless as to why their website was nonfunctional. So without any means of communication in place these "security professionals" changed my billing rate and did not extend the courtesy of telling me (Recall that they require extra payment to convey billing information to you). I finally found out about all this in a snarky letter stating that I'm delinquent and am at risk of losing the service (PLEASE BRINKS, CANCEL MY SERVICE!) and they would attack my credit rating. These are the worst people to deal with!! You can't seem to speak with anybody anymore. Telephone waits are ridiculously long. They must think that all I have on my schedule is to sit on hold, catering to their inept style of doing business. As far as canceling the service, rather than go thru all this nonsense of registered letters and emails blah, blah, blah, just shut down the auto pay and they should get the message. My credit rating will survive the attacks of a known inept operation like Brinks. AVOID BRINKS AT ALL COSTS. YOU ARE BETTER OFF WITH NO MONITORING RATHER THAN DEALING WITH THIS DYSFUNTIONAL, BUNGLING OPERATION! I hope Brinks is reading these abysmal reviews and finds new management before it is too late. Looking at these posts Brinks will not be around much longer. Everything I've read on the Best Company site about Brinks is consistent with my experience with them. THEY ARE HORRIBLE. AVOID! Brinks must realize consumer advocate organizations exist that can put an end to their devious tactics. I just found out that Brinks Home Security is in bankruptcy. And these crooks think they can ruin my credit, DO NOT DEAL WITH THESE PEOPLE!!

Do not sign with Brinks. Absolutely horrible customer service. How they claim to have a customer service award from JD Power and associates is beyond me. Be prepared to be on the phone for a minimum of 40-60 minutes every time you call in. Your issues are never listened to or handled without multiple calls to supervisors if they even do anything about it. They never respond to emails for the supervisors either. Everyone is so rude, unhelpful, and unprofessional . I’ve had so many issues with my equipment. Even when things haven’t been compatible they would not refund me for it. Technicians sent out were completely incompetent. Any time you call in about anything they extend your contract. I had a 3 year contract that expired in 2017 and yet here in 2019 they tell me that I still have 2 years or have to pay $1250 to cancel it.

Honestly, Brinks home security was better when it was LIVE WATCH ! Then Brinks must have bought them out and the customer service and tech support is totally terrible !!!!!!!!! Called tonight to get some tech support for my panel and it said it was going to take 10 min, I was on hold for 33 min. Finally hung up and called sales.... of course sales quickly picked up within 4 sec !!! they said they had to transfer me to tech support. Was on hold again for 34 min.... Says alot about a company that just wants sales but doesnt give a rats behind about their current customers !!! Looking to switch immediately !! Wasted a hour of my life on a company that is supposed to be protecting me !!! What a joke !!!!

My mom has Brinks service (formerly Monitronics). Our latest, among many, issues relates to the system alarm beeping every few minutes. We were told that the issue related to the battery so we ordered a new battery. In the meantime, for almost 1 week, the system was inoperable (unless she wanted to listen to it beep every few minutes). After installing the battery, it was established that was not the issue. A representative ran a test and determined "faulty equipment". Okay, but why wasn't that done during the initial phone call...perhaps to charge us $30 for a new battery? Today, a technician was scheduled to look at the equipment. The technician was a no-show. Also, every time we call Brinks, we wait a minimum of 20 minutes to speak to a rep. Did I mention, no rep can seem to determine what equipment my mom has in her house? For those of you that have called customer service, you will know that they confirm the email on file every time.....every time! But they don't know what equipment their customers have. Please, spare yourself or anyone else the aggravation of using Brinks!!!

First let me say the customer service from this company was horrendous Signed a five year deal they installed cameras that stopped working in three months called them and they said nothing could do but charge a service fee and we could buy new cameras Then called for additional items again wanted service fee for cameras plus install on fees and the highest price in the marketplace Finally tried to cancel service after contract up On hold 40 minutes when customer service came on tried to keep our business by offering deals after declining all of them they informed me needed to be transferred to cancellation department another half hour wait I finally gave up and hung up I then tried their texting option on their website and after they tried to entice me with more offers finally said could not cancel via the texting option and sent me to cancellation dept After another who knows how long wait finally got to cancellation dept but not after being bombarded with again offers I did not want they explained they would send a cancellation email which I had to look for then follow the link on that email to cancel Which took upwards of two weeks for both of those I jumped goose hoops and imagine my surprise when they chartered another payment to my credit card Now absolutely fuming I called customer service and read them the riot act this finding out that the length of time that all these emails calls hoops etc took went into another billing cycle So now today almost month later I receive a bill for $7.30 I will this company is the worst and petty by nickel and diming customers over charging and making cancellation as hard as possible Please do yourself a favor do not use this company by any means

Horrible company. Zero quality customer service. I fulfilled my 60 month contract to the letter. Cancelling has been a nightmare. Multi steps to cancel, cannot do it online, mandatory holding period so Brinks can suck one more payment out of you. All this after faithfully and stupidly paying $50 month for 5 years. A couple more weeks and I’ll be free on Brinks forever. If you decide to cancel save EVERY piece of paperwork they send, document every call. This company cannot be trusted to do the right thing. My first call to cancel I was on hold for 36 minutes. Out of curiosity I called back, pressed the number to set up a new account, and was connected to a live person in less than a minute. Come on Brinks. You’re better than this. Quit trying to rip people off. Only today, a few days before my final monitoring day, I receive an email from Brinks telling me if I stay my fee will drop to $12.99 month (from $50+) and they’ll throw in a free security camera. Really. Get a clue Brinks. Had your customer service been more courteous from my first call, and offered me some incentive to stay, I gladly would have. Too little, too late.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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