Brinks Home Security Reviews
7.4
Overall Score
Leticia Miami, FL
What ever you do DO NOT get BRINKS for your Security Company, This company is the WORST COMPANY I have done business with the employees are very unprofessional and rude I was with Brinks because the original company changed the name to MONI and then Moni to BRINKS. I called to let them know my Entry pad was not working properly never send someone to check it . I had the same service for 10 Years.
Now in 2019 a competition offered me a new equipment at the same price. I called told them my situation and they told me they will not replace my equipment neither they will give me a better price so I ask to cancel the service. The representative was very RUDE and she told OK its cancelled. I sign a contract with the other contract and all the equipment is replaced.I get billed the next month and I called and they tell me they don't take cancelations over the phone. I have to send a letter another month goes by and they charge me again. I called wait on hold for 32 min then talked to a rep just to get more upset they say I have to pay for the month of services I already had canceled the say that I have to pay them 60 days of service (without service) . In my way of seeing this, I was obligated to send a letter even after they ask for account number, address, password, name etc. etc. Still being billed my bill is now $362.30. WHAT IS IT THAT A CUSTOMER NEEDS TO DO TO CANCEL..THEY DONT CARE THEY CONTINUE TO BILL YOU UNTIL THEY WANT TO ALL THEY HAVE TO SAY OUR NOTES DONT SAY THAT AND WE HAVE NOT RECEIVED ANY LETTER. according to them I have to pay. I DONT think is right they MANIPULATE THE CUSTOMER. IS IMPOSIBLE TO CANCEL
6 years ago
Reply from Brinks Home Security
April, We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message on here with your information and I will be happy to reach out to you. -Jacob B
Mar. 29th, 2019
Keith DeBary, FL
I was recently out of town when I received a call at 5 am that my alarm went off because of the front door. They dispatched the police as I asked. Good thing I have cameras and was able to see the police actually at my house. I never received a call to report what the police had found or what action had been taken with the security system. When I arrived home a few days later the system was just beeping rapidly. The sensor on the front door went bad and caused a false alarm. I called Brinks and they wanted to send me another sensor for me to install. I’ve done this once before and was never able to get it to work so I didn’t want to do this. So now I bypass the 2 non working sensors and when I come in the house when the system is on the alarm goes off, of course. To add insult to injury I received a fine from the police department for the false alarm, first time, because my system was not registered with the sheriffs department. Why wasn’t I made aware of this requirement. I am now shopping for another security company and have read the negative reviews about trying to cancel Brinks service. I had Monitronics for years and never really had a problem.
6 years ago
Reply from Brinks Home Security
Kieth, please know that we never mean to make any request a difficult one. We strive to ensure each customer is satisfied to the best of our ability. We apologize if this was not the case for you, nonetheless we are happy to investigate your concerns and provide a resolution. I have not been able to locate your account based off of the information provided. If you could please send me a direct message or email at and I will be happy to reach out to you. -Jacob B
Mar. 29th, 2019
APRIL Daphne, AL
On August 28,2014 I signed up for a security system through Monitronics or Alarm.com paying $49 for 60 months. I had no issues for years, then one day I had a card left on my door telling me that my new security company was Brinks and that I should call them about an upgrade or the new special rate because my contract was up soon. So I called. But when I called they said my contract was not up for a few years. So, I asked about the special rate of $29, which they happily set me up on. Fast forward to last May, I call and ask for my contract to see when it ends because I was putting my home on the market to sell, they sent it to me (ending in July 2019). I even called in the beginning of February to confirm this and set up the customer service department with the name of the person buying my home so he could switch the last remaining 5 months of the contract into his name after closing. So, yesterday, the new owner calls to set it up and he is informed that there is 29 months left on my contract, which he is not willing to do, because he has been using Vivint in the past and wants to stay with them. I would too after the past 24 hours of talking with the customer service department at Brinks. They are the rudest and most argumentative people I have ever dealt with! They all claim that when I called and got the lower rate, that I agreed to a 24 month extension, but refuse to play the call for me. They say, that their manager listened to it and verified it, so what do I want to do now? They even said I would have to get a lawyer and a court order to be able to listen to it. All while constantly asking, once you hear it, what are you gonna do then? I would steer clear from signing up with Brinks Home Security if you are researching or considering them. They also will not send out a technician when you get low batteries just as a FYI, which I was told they would. That is left up to you to figure out where to buy batteries and where to stick them. I know where I would like to stick them, that is for sure!
6 years ago
Reply from Brinks Home Security
April,,Hearing of this recent expiernce with us is the opposite of what we strive to provide our customers. In our customer loyalty department they assist all of our long time customers like yourself with things like upgrades, lower rates etc. We apologize that we don't reach out to customers regarding upgrade because in all honesty most customers love there equipment and reach out to us if they have any concerns or improvement on there level of security. Nonetheless we truly never mean to make any request a difficult one. With this being said allow me to assist you in this matter but I have not been able to locate your account based off of the information provided. If you could please send me a direct email to with your account information and I will be happy to assist you.f you could please send me a direct email to with your account information and I will be happy to assist you. -Jacob B
Mar. 29th, 2019
Eric C Fundin Glendale, AZ
IN THE MONTH OF JANUARY BRINKS DOUBLE CHARGED ME, ONE CHARGE UNDER MONITRONICS AND THE OTHER UNDER BRINKS. I CALLED THEM BEFORE I CALLED THE BANK EXPLAINING TO THEM THAT MY ACCOUNT WAS DOUBLE CHARGED AND THAT IT SHOULD NEVER HAVE HAPPENED! I TOLD THEM THAT I KNEW THAT MONITRONICS WAS BOUGHT BY THEM AND THAT THEY WERE NOW MONITORING THE SYSTEM BUT THAT THEIR SYSTEM DOUBLE CHARGED ME. ONE OF THEIR TECHS LOOKED INTO IT AND SAID THAT I WAS RIGHT AND THEN SPOKE TO HER SUPERVISOR AND THEN GOT BACK TO ME TELLING ME THAT IT WAS ALL TAKEN CARE OF AND THAT THE ACCOUNT WAS TO BE CREDITED I ALSO WENT TO MY BANK AND TOLD THEM TO BLOCK THE NAME OF MONITRONICS FROM HAVING ACCESS TO THE ACCOUNT AND THAT ONLY BRINKS WAS TO HAVE THE ACCESS.
NOW BRINKS IS SENDING ME A RETURN CHECK FEE FOR RETURNING THE MONEY THEY TOOK, AND THEN WHEN I SPOKE TO THEIR SUPERVISOR THEY SAID THAT A CHECK WAS WRITTEN OVER THE PHONE AND THAT THAT CHECK WAS RETURNED AND THAT RESULTED IN THE RETURN FEE! I TOLD HIM THAT I HAVE NEVER DONE A CHECK WITH THEM AND THAT I NEVER WILL AS IT IS ALL SET FOR AUTO PAY. THEN HE SAID THAT HE HAD ME ON A RECORDING SAYING THAT I GAVE THE OK TELLING THEM THAT THEY COULD ISSUE A CHECK FROM MY ACCOUNT. WHAT THE ?!
I TOLD HIM THAT THE ACCOUNT WAS ORIGINALLY UNDER MY HUSBANDS NAME AND THAT THE ONLY TIMES THAT THEY SHOULD HAVE GOTTEN A CALL FROM ME WAS WHEN I CALLED THEM AND TOLD THEM THAT HE PASSED ON OCTOBER 15TH OF 2019, AND THAT THE ACCOUNT NEEDED TO BE CHANGED INTO MY NAME AND, THE ONLY OTHER TIME THAT I EVER CALLED THEM WAS WHEN I TOLD THEM ABOUT THE RETURN FEE AND THE DOUBLE CHARGE. THE SUPERVISOR KEEPS TALKING OVER ME AND DID NOT ONE THING TO HELP ME OTHER THEN SAYING THAT THEY WOULD LOOK INTO IT AND THAT IT WOULD TAKE 2 BUSINESS DAYS. ..
SOUNDS TO ME THE MANAGEMENT NEEDS TO LOOK INTO THEIR PROBLEMS A BIT CLOSER. AS THIS CUSTOMER IS THINKING OF CHANGING TO A DIFFERENT COMPANY.
6 years ago
Reply from Brinks Home Security
Eric,We are so sorry to hear of the negative experience overall. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message on here with your information and I will be happy to reach out to you. -Jacob B
Mar. 29th, 2019
Lynda Damascus, MD
Poor customer service! I called to have my service terminated. It had been not active for nearly a year, but I was still charged because I failed to terminate my service. During this period, not once did ProtectAmerica call me to question why system was not active. I called in February to cancel but was placed in a cue that took more than 30 minutes before I gave up and left a call back number. They drafted my account in March. Finally spoke with a human today who tried to get me to keep the service at a reduced rate. Why would I want to keep a monitoring service that doesn't know my system is not active. Then they are going to charge me through the end of April. Great customer service guys!
6 years ago
Reply from Brinks Home Security
Hello Lynda - Thank you for taking the time to share your experience. We're sorry to hear that your interactions thus far did not meet your expectations. If you could, please reply via 'private response' with the full name and address associated with your account and a member of our team will contact you. Again, thank you for sharing your personal experience. We look forward to connecting with you soon.
Mar. 20th, 2019
E. Caron
This company are the biggest scammers I have ever seen, scamming seniors and the disabled. Everyone need to read the social media posts about this company. I signed on with Monitronics over 25 years ago and had no idea Brinks had bought them out. I want to cancel my service with Brinks and I am not able to do that. Getting the run around on the phone for hours. They have the most rude customer service I have ever dealt with. They need to be investigated!! Dont fall for their scams people. Do your homework on this company, good place to start is Facebook. Everyone has the same complaints. They won't let you cancel, I have never heard of such a thing. They lie lie lie.
6 years ago
Reply from Brinks Home Security
E Caron, Although we hate to see any of our customers go, we have taken steps to ensure our cancellation procedures are up to date, and user friendly; therefore, I apologize you have come across frustrations while canceling your services. Please send me your account information so I may contact you directly, and also review your account to help resolve this matter quickly. -Jacob B
Mar. 26th, 2019
Janie Rauch Irmo, SC
ONE OF THE WORST EXPERIENCES OF MY CAREER. I OWN A SALON AND THOUGHT THIS WOULD BE A GREAT SERVICE. THE SERVICE WAS HORRIBLE. THEY CHARGED MY CREDIT CARD TWICE IN ONE MONTH AND IT TOOK ME FOREVER TO GET THAT STRAIGHT. THE SYSTEM WAS NOT WORKING AND THEY TROUBLE SHOOT IT AND SENT ME THE COMPONENT TO PUT IN THE CONTROL PANEL MYSELF!!!!!! i WAS ON HOLD FOR 13 MINUTES WAITING FOR INSTRUCTION ON HOW TO FIX THIS PROBLEM. GOT FRUSTRATED, HUNG UP AND NEVER CALLED BACK. THEY HAVE CALLED MY SALON THREE TO FOUR TIMES A DAY WANTING THEIR MONEY. SO IF YOU WANT CUSTOMER SERVICE JUST DON'T PAY YOUR BILL AND SOMEONE WILL BLOW YOUR PHONE UP. TERRIBLE
6 years ago
Reply from Brinks Home Security
Hello Janie - Thank you for taking the time to share your experience. We're sorry to hear that your interactions thus far did not meet your expectations. If you could, please reply via 'private response' with the full name and address associated with your account and a member of our team will contact you. Again, thank you for sharing your personal experience. We look forward to connecting with you soon.
Mar. 14th, 2019
Sean W New Orleans, LA
Brinks’ “technicians” are absolutely incompetent! Days after our system was installed we started getting “low battery” alerts. First I called customer service and the representative told me I needed a new battery. I told her it was a new system but she insisted that the battery was bad and needed to be replaced. Rather than pay for a technician to come to the house I bought a battery and installed it with customer service on the phone for instructions. About 5 days later the low battery alert returned. When I called back the representative made me go through the exact same troubleshooting procedures (do they not take car notes?). At the end she concluded that the battery was bad and needed to be replaced. This time I opted for the field technician to visit. The field technician replaced the battery. The alert returned after 5 days. Another technician came. Alert returned in 5 days. Fed up I decided to look at it myself. I am NOT a security alarm technician. After about half an hour of tinkering I noticed that the 12 volt DC power supply called for a 16.5 volt AC input voltage. The plug in transformer powering the power supply is clearly marked 9 volts AC. The is elementary math! Basic troubleshooting!!!!!!!!! Complete and total incompetence. I am counting down the days to my contact expiration so I can move to Simplisafe. That’s the do-it-yourself alarm company. Apparently so is Brinks only they don’t advertise that and they charge twice as must (must be to pay their elite team of technicians)...
6 years ago
Reply from Brinks Home Security
Sean,Hearing of this recent expiernce with us is the opposite of what we strive to provide our customers. In our customer loyalty department they assist all of our long time customers like yourself with things like upgrades, lower rates etc. We apologize that we don't reach out to customers regarding upgrade because in all honesty most customers love there equipment and reach out to us if they have any concerns or improvement on there level of security. Nonetheless we truly never mean to make any request a difficult one. With this being said allow me to assist you in this matter but I have not been able to locate your account based off of the information provided. f you could please send me a direct email to with your account information and I will be happy to assist you. -Jacob B
Mar. 7th, 2019
Thomas Olney, MD
After years of using Moni, we decide to move expectantly in 2018. We started service August of 2003 so did not expect any issues will cancelling the system after all the system had only been updated once around 2008 or 9 so it was mostly obsolete anyway. We call to cancel the service and contacted Brinks in January to cancel the service. CANCELING THE SERVICE HAS BEEN ONE OF THE MOST HORRIBLE CUSTOMER EXPERIENCES IN OUR LIVES! (Wish we could rate 0 stars.) We have talked to numerous Customer Service Reps, sent several emails, received numerous 'don't go" emails with new offerings from Brinks - despite our numerous requests that they simply cancel the service. We thought we cancelled in August 2018, however; a letter was sent saying we need to pay until 2021, which amount to quite a sum of money for a system that does not exist and cannot be used. We were told to make a payment in August 2018 and that would be it. This was not the case however as the bills keep rolling. Brinks will not let us out of this contract as we trying to save a few dollars a month on our very tight budget. NO ESCAPE even telling us to look at the original contract from 2003. Which I am sure had an out clause, however; we are not able to get a copy of any contracts and have not sign anything other than the original contract and the cancellation form. Mangers have since told us that we need to pay entire amount up to 2021 for monthly monitoring that does not exist. We do not need a system in the new house but that is the best they are offering. SICK!!
Brinks must be in bad shape to extort money from long term customer like us. Customer service - and cancelling the service - is unbelievably bad … no bad is to good of a word.
Have asked the company to refund payment since Aug 2018 and cancel non-existent system as no update needed or wanted.
6 years ago
Reply from Brinks Home Security
Thomas,Hearing of this recent expiernce with us is the opposite of what we strive to provide our customers. In our customer loyalty department they assist all of our long time customers like yourself with things like upgrades, lower rates etc. We apologize that we don't reach out to customers regarding upgrade because in all honesty most customers love there equipment and reach out to us if they have any concerns or improvement on there level of security. Nonetheless we truly never mean to make any request a difficult one. With this being said allow me to assist you in this matter but I have not been able to locate your account based off of the information provided. If you could please send me a direct email to with your account information and I will be happy to assist you.f you could please send me a direct email to with your account information and I will be happy to assist you. -Jacob B
Feb. 27th, 2019
Mandeep Singh
The worst company if you have to end your services. One employee confirmed that my services has been ended and account is closed after I cold my house. I received a bill after three months for pending payment for three months (really ...they could not call or send letter earlier). The first employee never cancelled my services because second employee told me that their is a need for written confirmation to end services. Could not the first employee tell me this? Why she confirmed that services had been disconnected. This is a big rip off and government needs to take control of company's like these. The account managers are the worst. There are a lot of complaint about this similar issues and not sure why there is no law suits against it.
6 years ago
Anne G Charlotte, NC
After years of using Moni, we decided to cancel the service and contacted Brinks in January to cancel the service. CANCELING THE SERVICE HAS BEEN ONE OF THE MOST HORRIBLE CUSTOMER EXPERIENCES IN OUR LIVES! (Wish we could rate 0 stars.) We have talked to numerous Customer Service Reps, sent several emails, received numerous 'don't go" emails with new offerings from Brinks - despite our numerous requests that they simply cancel the service. Today we received yet another email - this time saying we must make one more 'final' payment or we would continue to be charged for monthly monitoring. SICK!! This is all being done to an ill elderly woman. Run, don't walk from Brinks. Customer service - and cancelling the service - is unbelievably bad!
6 years ago
Reply from Brinks Home Security
Anne G,Hearing of this recent expiernce with us is the opposite of what we strive to provide our customers. In our customer loyalty department they assist all of our long time customers like yourself with things like upgrades, lower rates etc. We apologize that we don't reach out to customers regarding upgrade because in all honesty most customers love there equipment and reach out to us if they have any concerns or improvement on there level of security. Nonetheless we truly never mean to make any request a difficult one. With this being said allow me to assist you in this matter but I have not been able to locate your account based off of the information provided. f you could please send me a direct email to with your account information and I will be happy to assist you. -Jacob B
Feb. 27th, 2019
Brian McCurry Rowlett, TX
We were with First Alarm in Odessa for many years before they sold to Brinks. On 8-6-18 of this year, my wife called First Alarm in Odessa to close our account because we were selling our home and moving to another city. The local person at First Alarm said "Okay fine. You are done." A few months have passed and Brinks is still billing us on this account. I contacted the folks in Odessa at First Alarm who told my wife the account was closed, and they immediately shoved it off on Brinks. I called Brinks and they said we never responded to their docu-sign, so the account is still open. Today is the first time we have ever heard about the docu-sign cancellation requirement. We never received the email and they claim to have called us as well, but how can we answer the home phone that we closed the account on? They have my cell and never called me. I strongly recommend against using First Alarm or Brinks.
Updated February 20, 2019: To those who read these reviews, please be advised that this company is deceptive in their responses to these surveys. If you follow this and other reviews, you will see how Brinks promptly responds with what looks like they are attempting to resolve an issue, and in my case answered by someone identifying themselves as Jacob B. I never heard from Jacob, and two months after completing the DocuSign. Now, Brinks mailed a notice for payment dated 2/9/19 to the old address, and we actually received at our new address 2/19/19. When I contacted Brinks today, 2/20/19, to discuss, they have added $5 late charge. Do not be misled by Brinks' responses to surveys.
6 years ago
Reply from Brinks Home Security
Brian, We never like for a long time customer to feel this way, especially when it comes to parting ways. Here at Brinks Home Security we never mean to make any request a difficult one and I am more than happy to look into this matter for you. I have located your account with us and I will be sure sure to reach out you as soon as possible, to ensure a amicable resolution, -Jacob B
Dec. 23rd, 2018
P Sanchez Albuquerque, NM
This company doesn't even deserve a one-star rating but it wouldn't allow me to submit my review if I didn't select one star. I have had nothing but problems since the day my system was installed. I have had at least a minimum of 6 or 7 service technicians at my home and my cameras still do not work properly. I just checked my cameras again and three out of four still don't work properly and my thermostat was suppose to be linked up to my phone app and it has problems since 4 months ago. They use 3rd party technicians that don't know what they are doing. I had an account manager inform me they would get a different company to address my problems. The call was made in December and to this day, I have not received a call back. They also informed me that they would adjust my monthly payment since they are not living up to their end and to this day I haven't received one credit. It was recommended to me to start legal proceedings to get out of our contract because all we have had is problems...problems with NO resolution.
P. Sanchez
7 years ago
Reply from Brinks Home Security
P Sanchez,We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message on here with your information and I will be happy to reach out to you. -Jacob B
Feb. 19th, 2019
Fed up Nashville, TN
My issue is with LiveWatch which has merged with Brinks. My LiveWatch system has NEVER worked properly and never worked as promised by the salesperson. I have documentation of hundreds of alerts with malfunctioning equipment. Since the merger, any attempts to have problem resolved result in HOURS on the phone, being transferred from department to department until I hang up. I had a security system prior to this LiveWatch/Brinks debacle and that 20-year old equipment performed better. I am filing a complaint with the BBB, the FTC, and posting cautions on online social media wherever I can to steer others away from this bait and switch operation. I will cancel the service which I'm sure will be costly regardless of the promises of "cancel anytime." I did not want to cancel because of the hassle of having to start all over with another company. I have asked for a tech to come out and see if the system can be made to work. They say the LiveWatch customers can no longer have professional on-site support, regardless of the fact that Brinks has that service as an option, as did LiveWatch when I contracted. I was able to get professional installation before when the phone techs were unable to get the service working. Brinks now wants to just continue replacing equipment rather than determine the problem. I asked for a supervisor and after a long wait, Zachary came to the phone. After being told that there was nothing that could be done, I asked for the next level management who of course, was not available. When I asked that person's title, I was told "supervisor." Turns out Zachary wasn't a supervisor at all, just pretended to be one to help out the original rep. So, despite over 2 hours talking to various departments, it's obvious that Brinks/LiveWatch just passed me from person to person with no real effort on their part to resolve the problem. It's a shame that a long-standing company such as Brinks cares so little about their customer experience and reputation.
7 years ago
Reply from Brinks Home Security
Fed up, We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message on here with your information and I will be happy to reach out to you asap. -Jacob B
Feb. 8th, 2019
Mary Rosedale, NY
I have been a customer of Brinks for a long time. originally I was with Moni Tronix and had no problems then it was suddenly transferred without notification to Brinks and my monthly payment went up. okay I kept it and I just discovered today that for the past 10 months my home was not covered but yet they was still charging me a total of over $400.! My box went out today which prompted me to call them that's when I discovered that for the past 10 months the house has not been covered but yet they had been charging me because I switch carriers. They didn't tell me that I had to inform them of this because they had two lines my landline and my cell phone line no one informed me of anything. I am 87 years old! I call them today and ask them what can they do they said I can upgrade for $300 installment but the 400-plus change that they auto drafted out of my account could not be refunded or credited to the upgrade and they could not do anything about it. I was transferred to this person and that person I was hung up on I had to call back again and then was told that no Supervisor was available and that I had to call back on Monday this is awful treatment to a senior citizen. If I could give a 0 * they would give a 0 minus a hundred Stars. I have now changed to ADT which is giving me what Brinks had + more and I'm paying less money and have more Coverage. Brinks stinks! I would not recommend this to someone who wanted to put Security on a doghouse!
7 years ago
Reply from Brinks Home Security
Mary,We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message on here with your information and I will be happy to reach out to you. -Jacob B
Feb. 8th, 2019
B G Indianapolis, IN
I have had my alarm system for 13 years, but not with Brinks. In mid-2018 I noticed my latest monthly debit from my checking account for alarm services was no longer Monitronics (MONI), it was now Brinks. There was not any notice from MONI or Brinks of the change. After I called Brinks to inquire, I then received a 'welcome' email from Brinks. I recall my initial call to Brinks very well. The gentleman on the phone was rude, he was not welcoming me to a 'supposed new customer'. That was June 2018. It is now January 2019 and I am moving. I no longer need services. I was informed that I am in a 'contract' until 2020. I never agreed, signed or had anyone inform me of any contracts. In fact, my previous alarm service was so old, I was no longer in a contract with my old service provider. So, no, it was not a 'transferred' contract either. Per Brinks customer service it will take them 3-5 business days to produce this 'contract'. Seems if I had a 'real contract' I would have it handy. I've also never received a monthly bill via paper, email, etc... or another email since my initial welcome, that my phone call activated. It's enough money that it is well worth my time and money to pursue legal options. I'm happy when family members that are legal experts come in handy during such times. Seems to me Brinks is buying/selling alarm system customers and putting them in contracts without any notice prior to or after the 'purchase' of said customers (that they cannot produce proof in a quick manner). Also, from what I've read on online from many reviews from various sites, and the 1 stars being more than any other review, this is a known tactic/issue.
7 years ago
Reply from Brinks Home Security
BG,We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message us on here with your information and I will be happy to reach out to you. -Jacob B
Feb. 8th, 2019
Bruce T Mesa, AZ
Called to cancel my service. Said it would take them 3 days to email me a DocuSign document for me to sign. The cancelation would not start until they received the document back. 3 days went by no documents sent . called again. 3 days later called again. finally on day 12 from when I first contacted them I received the email. Just so they could keep charging me for an extra two weeks. Supervisor not available to talk with me. Supervisor not able to call me when available. Sat on line for 25 minutes and still no supervisor available. Told by the representative the supervisor couldn't do anything more that what she could do for me.
7 years ago
Reply from Brinks Home Security
Bruce,We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct email to with your information and I will be happy to reach out to you. -Jacob B
Feb. 1st, 2019
Michelle Fogelsville, PA
If I could give zero stars I would... in fact, I’d give them a negative score! We had moni for 10 years without a problem. We moved out of our home but sold before we had found a new home and needed to freeze our account. The moni rep I spoke to said to leave the old equipment and when we moved into our new home they’d set us up with a new system including cameras. We call to reinstate our service once we purchased the new home and I’m told that I need to purchase all new equipment. Apparently moni changed to Brinks during the time my account was frozen. I’ve been left on hold for HOURS trying to figure this out. I’ve had one incompetent, rude service rep after another. I keep hearing “we’ll call you back in 24-48 hours to resolve this matter”... I’ve probably called 15 times with no resolution and no call back. It’s been about 3 weeks since the last guy said he’d call me back (in 24-48 hours). Still waiting on this resolution!!!! Very dissatisfied, don’t sign up!!!
Update: Jacob from Brinks contacted me via best company regarding my review on January 3rd... he said I should give him my account information and he would reach out to help solve our problem. I provided the info, even replied to remind him, today is January 30th and we still have not heard from Jacob or anyone at Brinks. Still the worst company ever... had hoped they would get their act together.
7 years ago
Reply from Brinks Home Security
Michelle,The recent experience described in your review is shocking, please know that this is the exact opposite of what we strive to provide for all of our customers. Here at Brinks your safety and security is our top priority and our response time is amazing. With this being said I would be more than happy to look into this matter, unfortunately I have not been able to locate your account. If you could please send me a direct message on here, with your account information and I will reach out to you as soon as possible. -Jacob B
Jan. 3rd, 2019
Linda weiner Elkridge, MD
I’m a widow who has had this service for over 11 years. I have had some hardships and they said they could lower my rate for a few months. I said great they then sent me something to that effect
I did not realize I was signing up for s year. I’m 78 years old. I became sick and had to move to a senior living facility. I do not need this system as I’m not at my house any longer. They will not cancel this contract for me after being with them for over 11 years. I. CAn not afford to pay for this as I’m on a very low budget. I don’t know what to do they have been awful to me. Please help me.
7 years ago
Reply from Brinks Home Security
Hey Linda, we’re very sorry to hear about this and we appreciate you taking the time to leave us feedback on your experience. I went ahead and informed our customer care team about your situation. Thanks and please let us know if you have any questions.
Jan. 30th, 2019
Erik Ortenblad El Dorado Hills, CA
I have had the worst experience imaginable with this company!! I signed a 3 year agreement with them. I have had multiple issues from the very beginning, whether it be connection issues, interference issues, app issues or the motion sensor just not working. I have contacted them multiple times and have gone through various troubleshooting processes. This product is horrible! What is even worse they will not let me out of the contract without paying the entire balance, there is no early termination fee ( which I think I shouldn't pay in the first place) or wouldn't just cancel the service (which should happen). I have been in contact with customer service multiple times and they will not budge, pay off three years of service or nothing! This is the worst customer service experience I have ever had and the product does not exude confidence in its ability to keep you or feel safe!!
7 years ago
Reply from Brinks Home Security
Hey Erik, we’re sorry to hear about your situation and that you are having issues with our service. While we do have a 3 year contract, we always try to work with our customers as much as possible. We know that every situation is different. If you’d like, could you DM us with some additional information so that we can review your account and get you some assistance with some of these issues? Thanks and please let us know if you have any questions!
Jan. 29th, 2019
KWill Cape Coral, FL
First of all, we were forced into a 3 year contract and was told that there were no other options available to us. Secondly, my husband lost his job, was forced into retirement and we had to move 3 times in the last year. We have been paying $41.99 per month for almost a year now for a system that we can't use and can't afford. They will only let you out of the contract if you prepay the remainder of the entire contract, ($587.86 in our case) which is absolutely no help to us at all. Unless you have an unlimited income stream, and know that your living and financial situation will not change over the next 3 years, you need to choose another security company.
7 years ago
Reply from Brinks Home Security
Hey KWill, we’re sorry to hear about your situation. While our security services do require a 3 year contract, we do try to work with our customers as much as possible. We know that every situation is different. If you’d like, could you DM us with some additional information so that we can review your account? Thanks and please let us know if you have any questions!
Jan. 28th, 2019
Frank G Los Angeles, CA
WORST CUSTOMER SERVICE!!!!
Try reaching someone with a complaint!! Good luck!
My complaint in bullet points;
1. I take my family on a 3 day getaway 90 minutes from home
2. A friend check on our animals and trips the alarm
3. We forgot to give our friend the shutoff code
4. We receive a call from our neighbor ( third number on the call list after me and my wife!!
5. By the time I hear from neighbor Fire Dept. is dispatched.
6. Me and my wife DIDN'T receive a call from alarm company!
7. I'm slapped with a bill from L.A. City for $216.
8. Try to reach Brinks and their ??? #1 in customer satisfaction??? and they give you an email address that's wrong.
9. Call Brinks again a week later ...bill is going to collections agency today!
10. After trying to reach a supervisor ( on another call!!! ) I'm given the "correct" email address.
11. I'm forced to pay the bill or risk a report on my credit!
12. Still no response from Brinks!!!
I'm taking my business elsewhere ASAP!
These people have THE WORST SERVICE!!!
7 years ago
Reply from Brinks Home Security
Frank G,Here at Brinks Home Security, your satisfaction and protection are our top priority and we never like to hear of any issues when cancelling your services. With this being said we want to make this review a positive, unfortunately we have not been able to locate your account based off of the information provided. If you could please send us a direct message containing your account information and I will be more than happy to reach out to you, to resolve this matter. -Jacob B
Jan. 25th, 2019
Judy Ferrell Sun City, AZ
I originally signed up with Monitronics on 2/12/16, which I had no problems. The system was wireless and two way communication. If the alarm went off a person would come onto the speaker to see if we were okay.
I was not aware that Brinks had taken over the business until November 2018 when the alarm went off when I was not at home and they called my daughter who was out of state on business. They would not answer any of her questions about what was going on or whether they had called the police or not. They kept questioning her on what the password was, who else was on the contact list, etc. All of which she could not answer because she does not live with me. She mentioned my other daughter and then they asked who the third contact was, she did not know that either. Nor did I. She was frantic and hysterical because she was out of town and could not reach me.
She finally called her sister (who was also on the contact list). She left work, came over to my house to see what was going on only to find me not here and the alarm was going off. I came home at that time, turned off the alarm and asked what was going on. She told me that she had received a call from my other daughter in hysterics. And she was waiting until the police came. They never did.
I called the company and asked what happened and why the police were not contacted which they did not respond. I also asked who the third contact person was that they had listed and they game me my e-mail address, which I do not consider a contact for an emergency.
I contacted them in November of 2018 and told them that I did not need their service any longer and to cancel any future service. They immediately told me that I would had to pay off the remainder of my contract for a total of $1500. I refused to do that and now they are harassing me through phone calls several times a day. I have talked to several customer service people with my request, even asked to speak to a supervisor who said that they had no record of my previous contacts.
My contention is that I do not have a contract with Brinks, that I was never notified that they were taking over, and that my payments continued to go to Monitronics monthly through my bank. That has now been stopped and now the harassment begins. If it continues, I am going to contact my attorney general to file a complaint. They are not monitoring my system at this time and I do not intend to pay them any more money. I even at one point offered to pay up to $500 to settle this, but never $1500.
Judy Ferrell
Monitronics customer number 603694365
7 years ago
Reply from Brinks Home Security
Judith,e are so sorry to hear of this recent experience with us and cancelling your account. Please know that we never mean to make any request a difficult one. Here at Brinks our customer satisfaction means the world to us. We would be happy to look into this matter further to ensure a speedy resolution. I have located your account with us and I will be sure sure to reach out to you asap. -Jacob B
Jan. 25th, 2019
Carol P. Homestead, PA
I have had my security system since 2008. It started with Platinum, then Monitronics took it over and now Brinks.
Recently I have been having an issue when I am on a phone call, the system is dialing another call in the background and it continues to do so for the duration of the call! After having Comcast make a service call I was told it was my security system. Brinks tells me I need to upgrade my equipment at the tune of $50 for service call and $250 for new equipment! I am on SS and do not have this kind of $$. I just want my equipment repaired. I DO NOT WANT TO go into another contract of 36 months and I DO NOT WANT to pay more every month. I just want my security system fixed.
Doesn't it mean anything to keep a customer who has been loyal for 19 YEARS!!!! I did not ask for a new system, nor do I want a new system!
7 years ago
Reply from Brinks Home Security
Carol,Here at Brinks Home Security, your satisfaction and protection are our top priority and we never like to hear of any issues when cancelling your services. With this being said we want to make this review a positive, unfortunately we have not been able to locate your account based off of the information provided. If you could please send us a direct message containing your account information and I will be more than happy to reach out to you, to resolve this matter. -Jacob B
Jan. 25th, 2019
Scott Renton, WA
We got rid of our landline, not knowing it would cause us to lose our monitoring service.(they’d upgraded our equipment to wireless in the house, but the monitoring was still thru landline. Two months later, after calling to report a problem on our keypad, we were informed we had no Brinks or police monitoring and that we’d need to purchase a new wireless box for around $400. I said no, cancel our service. They did, but let us know our contract allowed them to bill us for thirty days AFTER service is cancelled! On top of billing us for two months of service we didn’t get! The response was “ I’m sorry that happened”. Brinks SUCKS! Went with ADT - much better.
7 years ago
Reply from Brinks Home Security
Scott,Here at Brinks Home Security, your satisfaction and protection are our top priority and we never like to hear of any issues when cancelling your services. With this being said we want to make this review a positive, unfortunately we have not been able to locate your account based off of the information provided. If you could please send us a direct message containing your account information and I will be more than happy to reach out to you, to resolve this matter. -Jacob B
Jan. 25th, 2019
Brenda Baltimore, MD
DO NOT USE THIS COMPANY! I HAVE EXPERIENCED THE WORST CUSTOMER SERVICE FOR THE PAST 2 YEARS. I PAID 2 ALARM COMPANIES FOR THE PAST 2 YEARS BECAUSE PROTECT AMERICA FAILED TO PROPERLY INSTALL MY SYSTEM. AS OF TODAY I STILL HAVE A SENSOR NOT WORKING. I HAVE CALLED THIS COMPANY MANY TIMES WITH SYSTEM PROBLEMS AND FAILURES. ONE OCCASION MY "stay and away" FEATURES WERE CROSSED UP . WHEN I SET STAY THE MOTIONS WOULD GO OFF AND WHEN I SET AWAY THE MOTION WOULD NOT WORK. THERE WERE VARIOUS OTHER ISSUES I EXPERIENCED SINCE I HAD THIS SYSTEM. PROTECT AMERICA SENT A TECH OUT TO COMPLETE THE INSTALLATION AND I WAS TOLD BY THE COMPANY THE TECH INSTALLED THE MOTION SENSORS UPSIDE DOWN. SINCE MAY OF 2017 I HAVE SPOKEN WITH 20 OR MORE PEOPLE AT PROTECT AMERICA ABOUT MULTIPLE ISSUES. I WOULD SUGGEST NOT TO USE THIS COMPANY FOR ANYTHING LOOK EELSEWHERE. I WILL BE SOOOO HAPPY WHEN MY LAST YEAR IS UP. I WILL BE CUTTING ALL TIES. LATER, PROTECT YOURSELF AMERICA!
7 years ago
Reply from Brinks Home Security
Hey Brenda, we’re sorry to hear that you’ve had so many issues with our equipment. All of our equipment is always pre-programmed and fully customized by our security experts based on the customers’ needs and should be working out of the box. Installation should be just a matter of affixing the equipment with our provided adhesive strips where you want it to go. We certainly want to correct any issues or malfunctions you might be having with our equipment! Could you please DM us with some additional details so that we can review your account and assist you with these issues? Thanks and please let us know if you have any questions.
Jan. 17th, 2019
Thierry Dimanche Kissimmee, FL
What was advertised to me was not what I received at all. Received faulty equipments from a broken camera to three sensors out of 5 not working properly. 26 days later still no new equipment, decided to cancel service since nothing was wrking, customer service very rude, spoke to at least 5 different people trying to cancel my service then am told they will have to charge me for an extra 30 days if i wanted to terminate my service. Now am being told I have to pay out of my pocket to FedEx their faulty equipment back to them before I can receive my funding. As a business owner this is the most outrageous stories and nonsense am dealing with. I SAY NO TO BRINKS
7 years ago
Reply from Brinks Home Security
Thierry,Here at Brinks Home Security, your satisfaction and protection are our top priority and we never like to hear of any issues when activating your services. With this being said we want to make this review a positive, unfortunately we have not been able to locate your account based off of the information provided. If you could please send us a direct message containing your account information and I will be more than happy to reach out to you, to resolve this matter. -Jacob B
Jan. 17th, 2019
Ernest Miller Snellville, GA
So my mother relocated & tried to cancel the service. She’s now living with me & I already have another service. She’s 82 years old & they refuse to cancel the contract with out a high penalty, claiming a 5 year contract which she doesn’t remember agreeing to as the contract was previously with a different service which was bought out by Brinks. We were told that we could transfer it to the new owner who doesn’t want it, pay the cancellation fee or find someone (anyone) who will take over the contract. There are no exceptions for unforeseen circumstances. They are now asking someone who lives on a fixed income to pay thousands of dollar to exit the contract. Be very careful who you or your loved ones use for your security system. To me, a 5-year contract is excessive as I’ve never had to sign one for more than 2 years.
7 years ago
Reply from Brinks Home Security
Ernest, ,We sorry you feel this way, please know that we never mean to make a customer feel this way. With this being said I would love to research this matter to ensure a prompt resolution, however I have not been able to locate your account with us. If you could please send me a direct email at and I'd be happy to speak with you. Thank you. -Jacob B
Jan. 17th, 2019
Wesley Jackson Old Town, FL
I reached out for information and a "Free Quote" then I received a call from Lisa and when she called I told her that I had another appointment coming right up so I provided the basic information and we agreed Lisa would call back. I did not receive a call back, but got an email without the estimate. I have since called to speak to Lisa, the first time was told she just stepped out to lunch so I said I would call back. I called back the second time but Lisa was on the phone so I asked for a call back that never happened. I will not play phone tag with any company to do business.
7 years ago
Reply from Brinks Home Security
Hey Wesley, we’re sorry to hear that Lisa didn’t honor your agreed schedule! At Protect
America we take scheduling very seriously. Let me reach out and see what happened for you. Thanks and please let us know if you have any questions.
America we take scheduling very seriously. Let me reach out and see what happened for you. Thanks and please let us know if you have any questions.
Jan. 11th, 2019
Kenny McCray Riverside, CA
Protect America was very good up until they got an outside monitoring company, Our front door was opened by a relative one morning @3:30 and Protect America never called to make sure we were ok, I guess that a murderer or robber would have been very happy with PA, but not me I have since replaced my system, very unhappy with Protect America. ProtectAmerica could see the alarm, but the monitoring company had no record of an alarm. Worthless for protection. Different day. As for your response, I had someone from Protect America on the phone for about 2 hours, they had me set the alarm off and wait for 1 minute and 40 seconds while the alarm was going off to see if the monitoring company would call, they had me disarm the system but the monitoring company never saw the alarm even though Protect America was seeing it for over a minute and a half, no record of alarm going over 30 seconds by the monitoring company. WORTHLESS now with new monitoring company.
7 years ago
Reply from Brinks Home Security
Hey Kenny, we’re sorry to hear that your system did not alert you properly. Our customers’ peace of mind while we protect their home is certainly our priority and we certainly want to correct any issues you might be having with our equipment. We do encourage regular testing of our equipment to make sure everything is working properly and unfortunately certain communication issues can sometimes prevent us from identifying the issue remotely. Would you mind direct messaging us with additional details so that we can help resolve these issues? Thanks and please let us know if you have any other questions or concerns.
Jan. 8th, 2019
Andy Santa Maria, CA
Brinks Home Security is not a good company when it comes to customer service. You'll learn a lot about a company when you try to cancel service. I knew I no longer want them to secure my home when my alarm was triggered for 10+ minutes and nothing happened. No phone call. No police. Nothing. Thank God it was a false alarm - but what if it wasn't? I called the number on their website to process my cancelation. After 45+ minutes, I was finally on the line with Shavonda. This call did not go well. I asked to speak with Shavonda's supervisor. This sparked an "accidental" disconnect. Thank goodness I had the phone number and ext of the person I was "accidentally" disconnected from. When I called back, Shavonda answered the phone by my 1st name and without giving me a chance to respond I was back on hold.
7 years ago
Reply from Brinks Home Security
Andy,Here at Brinks Home Security, your satisfaction and protection are our top priority and we never like to hear of any issues when requesting to cancel your services. With this being said we want to make this review a positive, unfortunately we have not been able to locate your account based off of the information provided. If you could please send us a direct message containing your account information and I will be more than happy to reach out to you, to resolve this matter. -Jacob B
Jan. 11th, 2019
Harry Matin Florence, SC
I called 2 months ago and talked to customer service about my account. I wanted my account cancelled and I was assured that it would be cancelled. I see my account was charged on 1 - 2 -2019 for the month on December. I called customer service and was told it had not been cancelled because I did not file a written letter. The person I talked to did not tell me that and I thought it was taken care of. I did not get any satisfaction from customer service today. I have been a long time customer of monitronics then Moni. I did not have any problems with them. When it was changed to Brinks the cost went up and I was trying to get reduced but that did not happen. I would give a 0 for the company and customer service. I think I should be credited for the last charge. I would not recommend this company to anyone looking for a security system.
7 years ago
Reply from Brinks Home Security
Harry,Here at Brinks Home Security, your satisfaction and protection are our top priority and we never like to hear of any issues when requesting to cancel your services. With this being said we want to make this review a positive, unfortunately we have not been able to locate your account based off of the information provided. If you could please send us a direct message containing your account information and I will be more than happy to reach out to you, to resolve this matter. -Jacob B
Jan. 11th, 2019
T Coner Harker Heights, TX
On Dec 7, a salesman came to my door and introduced me to Brinks Home Security. He told me of the "upgrades" he could offer and said I could save money on the monitoring. I am always looking to saving, I am a disabled Veteran and unable to work, so I agreed to have the system installed. The nightmare began on the day of installation, Dec 8. The technician was not able to complete the installation and told me he would return the following day. Since then there have been multiple cancellations and "reschedules." I called Brinks and told them I wanted to have the system removed. I was told I would be charged a penalty of over $1,000. if I tried to get out of the contract.
After speaking to an attorney, I was told the contract would not be legally binding until the entire system was installed. Meanwhile, I received a copy of the "contract on file" from the corporate office. The "contract on file" shows the system was installed on 12/8/2019. I have wires coming out of the wall that begs to differ!
I attempted to call the main headquarters of Brinks and was sent back to the "Loyalty Department," I was told they were the "only ones who can handle disconnects."
Today, Jan 7, it has been a month since I signed, and a month of me waiting for the completion of the installation. I have made multiple calls to Brinks, all to no avail. When I called today, I spoke with Cicilia from the "Loyalty Department." She identified herself as a supervisor of the department. I mentioned the "30-day Guarantee" on the website. She said she would "walk over right now and see how many times the technician has been a no-show, and see if I can cancel without a penalty." I am awaiting her call.
7 years ago
Reply from Brinks Home Security
T Coner, Here at Brinks Home Security, your satisfaction and protection are our top priority and we never like to hear of any issues when requesting to cancel your services. With this being said we want to make this review a positive, unfortunately we have not been able to locate your account based off of the information provided. If you could please send us a direct message containing your account information and I will be more than happy to reach out to you, to resolve this matter. -Jacob B
Jan. 11th, 2019
Debbie Wichita, KS
We had Moni. Now Brinks. Got cameras and they only record part of what is happening. We can't see what someone is doing in our yard or door. It stops recording after 50 seconds. Won't start again even when the motion is still happening. Can't understand the poor English. Texting they don't respond. I also noticed their replies on here are all the same. Very poor service. Will be canceling as soon as possible.
7 years ago
Reply from Brinks Home Security
Debbie, Here at Brinks we do care for customer satisfaction, it is our top priority next to your protection of course. We would love to look into this matter but unfortunately we are unable to locate your account based off of the information your provided. If you could please send us a direct message with your account information and I would be happy to reach out to you. -Jacob B
Jan. 7th, 2019
Spain Charlotte, NC
I am a former Moni customer. Since Brinks has taken over my experience has been horrible. Since September I have been calling about one of my cameras not working. The first agent was rude and I could tell she lacked experience. She just deleted the camera from my account! I have called several times since 5th hen with no help. I spoke to someone today and she wants to actually charge me for the defective equipment and charge me an installation fee. They are terrible! They claim my contract is up in 2023? Hopefully another company can buy me out of this. I would not reccomend this company. I see others have had the same experience since they bought Moni
7 years ago
Reply from Brinks Home Security
Spain,Hearing of this recent experience with us is alarming to say the least. At Brinks Home Security, we strive to assist each and every customer effectively and we certainly apologize for any inconvenience this may have caused you. We would be happy to investigate this matter further and provide an amicable resolution, however we have not been able to locate your account based off of the information provided. If you could please ever so kindly provide me with your account information via direct message on here and I would be more than happy to reach out to you. -Jacob B
Jan. 7th, 2019
Mike B Troup, TX
When you try to cancel service, you will be subjected to the worst customer service experience ever. Massive hold times. Multiple transfers, call drops, excuses. You will keep getting charged unless you sign a digital contract saying you will pay another month. (YOU AGREED IN THE ORIGINAL CONTRACT TO 30 DAYS CANCELLATION NOTICE) This is the only way to terminate the legal and binding contract and you will pay. Believe me. Read reviews on Better Business Bureau and other rating sites. This site looks to give a bunch specially selected reviews. Y..p says 2 stars and BBB gives 2.5 stars on their sites. Would you eat at a 2 star restaurant? Don't sign the contract or you too will be milked like a stupid cow until you get smart enough to pull the blood sucking machine off your throat. Learn from my mistakes. Sign the digital contract cancelling service! Pay the extra month or.... cancel your credit card to pull the vampire squid off your wallet. They won't sue you because it would cost them money. I bet this review will get deleted even though it's the pure truth.
7 years ago
Reply from Brinks Home Security
Hey Mike, we appreciate you taking the time to leave us feedback on your experience. At Protect America we are always looking for ways to improve our service through valuable customer insight. If you’d like, please feel free to DM us if you have any questions or need any assistance. Thanks!
Jan. 4th, 2019
Emina Hernandez Zephyrhills, FL
I will never EVER use this company , Their prices change every year without notifying me . I didn't have a service in my rental home for 3 months I know for a fact that they knew that my Alarm was not active. My renters thought that I cancel it. They took money out of my account for 3 months day never reverse me and I have a such a hard time to cancel this service I was on the phone for 2 days. And they try to negotiate the price can you pay $30 can you pay $33 can be $40 what kind of companies is this !!!! And also they wanted to keep this bill so my renters can pay without them consenting. Don't trust this company!!!
7 years ago
Reply from Brinks Home Security
Emina, Hearing of this recent experience with us is alarming to say the least. At Brinks Home Security, we strive to assist each and every customer effectively and we certainly apologize for any inconvenience this may have caused you. We would be happy to investigate this matter further and provide an amicable resolution, however we have not been able to locate your account based off of the information provided. If you could please ever so kindly provide me with your account information via direct message on here and I would be more than happy to reach out to you. -Jacob B
Jan. 7th, 2019
Thomas League City, TX
We had MONI service since 2009 and have become Brinks company customers since MONI was taken over by them.
We did not have any problems with MONI, however, we have a terrible experience with Brinks now.
First of all, the monthly charge has increased 25%.
Second, recently we have got a lot of false alarms.
We talked to the technician, the technician said there is nothing he can do about it, and he did not do anything.
Surprisingly, we received a very expensive service bill afterwards for this non-service, and we have been in contact with Brinks customer service for this charge.
First they said they would take it out, but then they did not take it out. Then we called multiple times, they either put us on hold for a long time or did not do anything. It has been a very frustrating experience, overall Brinks has a terrible customer service and we are thinking about leaving the company.
7 years ago
Reply from Brinks Home Security
Thomas, Hearing of this recent experience with us is alarming to say the least. At Brinks Home Security, we strive to assist each and every customer effectively and we certainly apologize for any inconvenience this may have caused you. We would be happy to investigate this matter further and provide an amicable resolution, however we have not been able to locate your account based off of the information provided. If you could please ever so kindly provide me with your account information via direct message on here and I would be more than happy to reach out to you. -Jacob B
Jan. 4th, 2019
Des Plaines resident Des Plaines, IL
I was originally with Monotronics and received excellent service. Last night (Jan 1, 2019) it took 5 minutes and 4 phone calls to cancel a false alarm. One of these calls had a foreign language and I could not understand anything. During these calls I pressed "3" to cancel the alarm, but received no response. Then I received options repairs, etc but none to cancel the alarm. I then received instructions to state my problem and I stated "False Alarm" several times just received the instructions again. Then I was told my call would be transferred to someone. At this point I received a message the office was closed and to call back during business hours.
Today (Wed Jan 2, 3:30PM) I attempted to talk to someone through their internet chat service, but received a message that no agents were available.
7 years ago
Reply from Brinks Home Security
Des Plaines resident, Hearing of this recent experience with us is alarming to say the least. At Brinks Home Security, we strive to assist each and every customer effectively and we certainly apologize for any inconvenience this may have caused you. We would be happy to investigate this matter further and provide an amicable resolution, however we have not been able to locate your account based off of the information provided. If you could please ever so kindly provide me with your account information via direct message on here and I would be more than happy to reach out to you. -Jacob B
Jan. 4th, 2019
Vanessa Pady Sacramento, CA
I first began my services with Monitronics back in 2013. I had a few issues with Moni over the years. But, ever since Brinks bought Moni it has been a terrible experience. I requested cancellation back in October. I was told once I completed docusign forms via email account would be closed. I did so on 10/4/18. In mid November I received a call from Brinks requesting payment. At this time I was told once i paid outstanding balance the account would be closed. Come 12/29/18, I receive a bill in the mail, so I call to inquire. The rep then told me I needed to mail in forms to complete cancellation. I was never told anything about mailing & it makes no sense to esign cancellation forms. I requested for account to balance to be cleared and account closed as previously requested. A manager declined my request and noted account would continue to be billed. I strongly suggest consumers to steer clear of Brinks Home Security. The customer service has also been a terrible experience.
7 years ago
Reply from Brinks Home Security
Vanessa,Vanessa, Here at Brinks we strive to make each persons home have the peace of mind that they deserve. We never like to hear when a customer is wanting to part ways with us. With this being said, allow me to look into this matter. I have located your account with us and I will be sure to reach out to you asap. -Jacob B
Jan. 4th, 2019
Christopher Las Vegas, NV
Terrible customer experience. I was originally a Monitronics customer which was bought but Brinks. They have been steadily increasing my bill because of “adjustments” but did not contact me what so ever. When I called to address the issue the customer service representatives were the least helpful people I had ever encountered. Not to mention the fact that the mobile application and the alarm system don’t communicate which renders it essesntially useless. I am actively working to terminate my account and will make sure neither myself or anyone I know ever does business with Brinks. Horrible company.
7 years ago
Reply from Brinks Home Security
Christohper,Hearing of this recent experience with us is alarming to say the least. At Brinks Home Security, we strive to assist each and every customer effectively and we certainly apologize for any inconvenience this may have caused you. We would be happy to investigate this matter further and provide an amicable resolution, however we have not been able to locate your account based off of the information provided. If you could please ever so kindly provide me with your account information via direct message on here and I would be more than happy to reach out to you. -Jacob B
Jan. 4th, 2019
Tara Staiert Omaha, NE
I’d give 0 stars if I could.
Customer service is horrible. Unless you don’t mind be on hold, transferred multiple times, disconnected and no call returned hour after hour.
They do NOT stand behind their services. We have the fastest Inospeeds available, our cameras have not worked for 2 years.... Brinks answer... extend your contract from 5 yrs to 7 years, spend $1600 additional dollars and then it will work. HA! They try to scam you every way possible into extending your contract and suddenly that will resolve your security system not working. And guess what?.... they don’t care that their business is to provide protection and security. They offered to send a technician out (again) this time “free “ of charge. HOWEVER... had I not specify that I want nothing to do with anything that is going to extend my contract, I would have unknowingly extended my contract by 2 yrs. why?.... cause a “free” technician adds 2 YEARS to “offset” the costs of the “free” technician. The integrity behind the company is unethical and a complete joke! And don’t try removing any services that don’t work cause guess what... if you remove them.... yep you guessed it... it extends your contract. I have been told something different every single time I have called in. No warranties on their products. I was told you have to upgrade to the new model every year and guess what... contract extension. They offered to lower my bill $10 per month. Guess what... contract extension. Complete scam.
7 years ago
Reply from Brinks Home Security
Tara, We are taken back by the recent experience with us. Please know that we never mean to make any request a difficult one. Here at Brinks home your safety and security is our top priority and with this being said I have located your account with us. I will be sure to reach out to you accordingly. -Jacob B
Jan. 3rd, 2019
MARIA GONZALEZ Victorville, CA
I AM EXREMELY DISASSATISFIED AND UPSET WITH THIS COMPANY. We were with Moni before Brinks took over. With MONI when i would have issues they would send out techs and replace their defective products. When I signed up for alarm service, we were told the parts would be covered for as long as we were a customer. NOW that BRINKS took over, they want to charge me to come fix the defective products. I've made several calls about issues with our skybell and usually they can trouble shoot our issue, but now that they can't; all of the sudden; I'm the owner of the product and they can send a tech out for a FEE! If the equipment doesn't work, then why do I have to pay to fix your broken machine? If we are lucky, our skybell works 3 weeks out of the month. This is not a good home security company who cares about the safety of their customers or their satisfaction in their service for that matter. I had the last tech tell me to call him back when the skybell was doing what it needed to do???? Like what? How am I supposed to know when that is if the product DOES NOT WORK?
7 years ago
Reply from Brinks Home Security
Maria, We are so sorry to hear of this recent experience when contacting our customer tech support department.I will be sure to review the account and provide coaching to those agent. Here at Brinks we care for our customer satisfaction, which is why we do have the highest in satisfaction. With this being said, allow us to make this right. If you could please send us a direct message with your account information and I would be happy to reach out to you. -Jacob B
Jan. 3rd, 2019
Marc Gloucester, VA
It's nice to have the top home security systems at your finger tips to find out quality and what other people are saying about they're security systems
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
Daphne Roswell, GA
Please do not sign with this company. They are hard up scamming, thieving, no good and ruthless. They have no concern for the customers they only want to get paid. Do not fall into hard times and expect some real assistance. They gave me a suspension for 4 months after losing my home and my job and expect me to have a complete bounce back. They are charging me 54.99 for services not being provided. They told me to transfer my account to someone else but no one wants if for what it’s worth no one will take it with the treatment that I am getting for hardship and unforeseen matters. RUN RUN RUN AWAY FROM PROTECT AMERICA. They are money hungry!!!
7 years ago
Reply from Brinks Home Security
Hey Daphne, we’re sorry to hear about your situation. At Protect America we try to be as flexible as possible with our terms and do everything we can to help out our customers. Could you please DM us with some account details so that we can help you with this? Thanks and please let us know if you have any questions.
Dec. 21st, 2018
Michael C Allen, TX
This has to be the most incompetent company of all time. I was with Moni for several years without complaint. I signed an agreement to transfer my service to new home in March 2018. After selecting the equipment for my new home, the Moni rep stated that I would make 43 equal payments that would include monitoring and equipment. Within a couple months I started receiving late payment emails, calls and invoices even though I was paying as agreed. Several phone attempts to fix the issue were unsuccessful. Provided documentation to Vikki at Brinks and the calls stopped but I continue to incur a $5 late fee monthly. Appears that Brinks does not offer a payment plan so I must pay $5 late fee monthly even though I am paying as agreed. Their reps are useless! Like talking to a box of rocks. Leaving Brinks ASAP!
7 years ago
Reply from Brinks Home Security
Michael,here at Brinks we never mean to take any request a difficult one, even if you are parting ways, we still want the customer to be satisfied with us. We are sorry if we have caused inconvenience in this matter. We would love to look into this matter further, Unfortunately we have not been able to locate your account with us. If you could please send me a direct email to with your account information. I would be happy to look into this matter further and come and an amicable resolution. -Jacob B
Dec. 21st, 2018
David Folsom, CA
I placed my alarm monitoring service on hold when we experienced water damage and had to move out of our house to get it repaired. We knew we would not need service for about 8 months and I initially called to cancel my service but was talked into an account hold. The Livewatch agent said that they couldn't place an 8 month hold but they could do 6 months and I could call back and request extensions to get me to 8 months. During the hold period, the company sold and/or rebranded to Brinks. When I called back to request the extension, they told me that they couldn't extend it any longer, charged me $40 on the spot and told me that with the cancellation notice period I would be charged another $40. I told them that this contradicted what they'd told me and they could not have cared less. I now have $80 worth of charges that I am disputing through my credit card company. Tomorrow I'll be moving into my new house and I'll be using another company for my monitoring service. I recommend avoiding this unethical company.
7 years ago
Reply from Brinks Home Security
David,here at Brinks we never mean to take any request a difficult one, even if you are parting ways, we still want the customer to be satisfied with us. We are sorry if we have caused inconvenience in this matter. We would love to look into this matter further, Unfortunately we have not been able to locate your account with us. If you could please send me a direct email to with your account information. I would be happy to look into this matter further and come and an amicable resolution. -Jacob B
Dec. 18th, 2018
Mario Kissimmee, FL
I started with Moni, for several years, then I got sold or taken over by Brink Home Security. The customer service is the worst, most advisers can't say a whole sentence and are extremely unprofessional. When we canceled our service with BRINKS they string you along for several days and make you sign online documents. Don't give you any information. Its like holding you hostage for days. Then after you send the cancelation you get the next group of people calling you acting like hard core bill collectors to collect their remaining few dollars. Absolutely horrible company, not nice or professional.... and they are supposed to keep you safe... chills down my spine.....
7 years ago
Reply from Brinks Home Security
Mario, here at Brinks we never mean to take any request a difficult one, even if you are parting ways, we still want the customer to be satisfied with us. We are sorry if we have caused inconvenience in this matter. We would love to look into this matter further, Unfortunately we have not been able to locate your account with us. If you could please send me a direct email to with your account information. I would be happy to look into this matter further and come and an amicable resolution. -Jacob B
Dec. 9th, 2018
Antonio
First I would like to say, In the ten years I had the service we never had an alarm go off. So I can not speak for the monitoring service. Everyone knows the app (android) is horrid. So I will not go into detail on that. What I will tell you it's almost impossible to cancel. So far I am on my 5th day calling. It usually takes about an hour on hold before someone picks up. Than you tell them you would like to cancel. Now she has to transfer you to someone else. That is where I am right now. 33minutes and counting on hold. Like the 4 previous days they will TELL YOU THEY NEED TO EMAIL YOU THE CANCELATION FORM. It never comes. So what I am doing tonight is staying on the phone with them until the email arrives. Finally after 5 days of trying the email came thru. Tonight was not bad. 52 minutes on hold. The other nights were longer. That's about 5 hours wasted on hold with this company. Never ever ever again. Please take your hard earned money and give it to someone else.
7 years ago
Reply from Brinks Home Security
Hey Antonio, thank you for taking the time to leave us feedback on your experience. At Protect America we strive to improve our service through valuable customer insight. It sounds like you have everything taken care of, but please feel free to DM us if you need anything else! Thanks and please let us know if you have any questions!
Dec. 7th, 2018
Rebecca Day
Because I called to get a price quote. But instead of asking me what I wanted the salesman wanted to tell me all about how great the company was and how important security was for my home. After several minutes I just hung up because the guy would not stop talking and I was calling on my lunch break. Like most people who can afford a security system I am a working professional with little time for chit chat. I had already researched the company and found them acceptable. I didn't need a sales pitch I needed product and installation information along with cost. I decided as he talked that I didn't need the product from Protect America after all.
7 years ago
Reply from Brinks Home Security
Hey Rebecca, we’re sorry to hear that a sales solutions specialist did not respect your time on the phone! At Protect America we strive to offer a friendly and enjoyable experience on the phone. If you’d like, feel free to DM us here if you have any questions, thanks!
Dec. 4th, 2018
