Brinks Home Security Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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!

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.

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!

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.

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

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)...

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.

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.

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!

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.

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

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.

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!

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.

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.

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.

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.

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!!

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.

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!!!

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

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!

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.

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!

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

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.

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.

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.

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.

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.

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.