Brinks Home Security Reviews
9.3
Overall Score
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.
6 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
6 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.
6 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!!!
6 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.
6 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.
6 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.
6 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.
6 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.
6 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?
6 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
6 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!!!
6 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!
6 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.
6 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.....
6 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
Joe Simmons Houston, TX
When Brinks took over from Guardian in July of 2018, we were advised that our service would continue as before, which was quite good. After Brinks took over, we noticed that several "false alarms" were not responded to. In October (four months after Brinks took over), we called Brinks and were told that since we were using ATT, they could not monitor our system without a technician coming out and making modifications at OUR expense. We had been billed for four months with Brinks knowing they were not providing any security and without advising us accordingly. My wife and I are well over 85 years old
7 years ago
Reply from Brinks Home Security
Joe, The experience described in your review is the complete opposite of what we strive to provide all of our customers. Here at Brinks we always want to be sure sure all of our customers equipment to the fullest extent, which is why all of our equipment comes with a lifetime warranty. My name is Jacob and I and more the happy to assist you with getting your services back up in running that way you still have that piece of mind you and your wife deserve. I have located your account with us and I will be sure to reach out to you asap. -Jacob B
Dec. 9th, 2018
Alejandro Marietta, GA
I was a customer since 2006. Now in 2018 the competition offered me a new equipment and at a much better price. I called told them my situation and they told me they will not replace my out dated equipment neither they will give me a better price so I ask to cancel the service. They told me I HAVE to sign a cancellation document for them to cancel the service. I signed the document and now the say that I have to pay them extra 30 days of service (without service) because I signed that document and it states that. I was not given any choice. I sign the document or they won't cancel the service.
In my way of seeing this, I was obligated to sign a document even after they ask for account number, address, password, name etc. etc. Still I have to sign the document. and now, according to them I have to pay.
7 years ago
Reply from Brinks Home Security
Alejandro, 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
LARON PAINTER Odessa, TX
I called the customer service department today trying to make heads or tails out of my statement. I thought I was on auto pay, but it seems that due to a mix up by the bank and Brinks the first month was never paid. I did login on line to try to get this resolved a month ago and thought it had been.
My statement showed I had a balance due with a late fee. I checked my bank account and found that 2 days after my statement was dated a payment had been made through my bank. I immediately called customer service to inquire.
My question is why should I pay a late fee for something I thought had been resolved and that they hadn't handled properly to begin with? It was like talking to walls, no matter what was said: "I owe the money and it MUST be paid" I asked to speak to a supervisor and her attitude was just as bad. It may be just $5.00, but why should I have to pay it if they are the ones who made the mistake? If Brinks does this to everyone they have it made. I told them "fine then I would cancel the monitoring service and of course they told me I have a 36 month contract and I would have to pay the entire thing to get out of it.
I moved into a new gated community. One of the first of many houses being built. Perhaps I should contact the builder and complain to them.
7 years ago
Reply from Brinks Home Security
Laron,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 email to with your account information and I will reach out to you as soon as possible. -Jacob B
Dec. 3rd, 2018
Brandy Bel Air, MD
If I could give them a 0, I would.
My system was installed a year ago. The system does not set the alarm off when we fail to enter the code. It does not contact police. It doesn't do anything but return to the home screen, so I'm not sure what services I've been paying for. In addition, the door code jams my door repeatedly, locking us out of the house and damaging the door frame. We tried replacing the handle thinking it was an issue with that, but the same thing still happens. This was not a problem before getting this system. We have had to call a locksmith at midnight to break us in because of this issue. The process has cost us hundreds of dollars. Upon contacting the Customer Loyalty division, they offered us no compensation for the damage caused by their "services" and only offered to send a technician who never showed up. I asked to have my contract canceled because I was extremely unhappy with their product. They tried to bill me for the entire 3 years saying "you have a contract with us, so you have to pay the full price." I tried contacting through the online text method and they were only able to help with the tech and not with the contract issues. The gadgets are great, if they work. The customer service is lousy. Go with a better company and save yourself time, money, and a lot of frustration.
7 years ago
Reply from Brinks Home Security
Brandy,Brandy,Here at Brinks we strive to provide the best in customer satisfaction and regardless if a customer is parting ways or not we want to ensure that everyone is treated right. Please know that this is the exact opposite of what we strive to provide for all of our customers. Hearing of your recent experience with us is alarming and we want to ensure this matter is resolved. We have located your account with us and we will be investigating this matter promptly, then we will reach out to you. -Jacob B
Nov. 27th, 2018
Roberta Raymond Springfield, MO
I hope to use their services and the initial consult was good. We hadn't even moved yet so I gave her a date to call back. I haven't had time to talk to them yet and they've been calling several times a day, but don't leave a message.
7 years ago
Reply from Brinks Home Security
Hey Roberta, we’re sorry to hear that our sales solution specialists are not adhering to your set callback time. At Protect America we do our best to take note of these situations and respect our client’s wishes. If you’d like, could you DM us with some additional details so that we may assist you with this? Thanks and please let us know if you have any questions!
Nov. 26th, 2018
Orin Cameron Pleasant Hill, CA
Orin Cameron
I haven't had service for FOUR Years and Brinks never noticed or called me to check on my system for all of that time.
You would think they would notice on there end being Brinks was supposed to be MONITERING my system. Wow what a mess.
I have been paying them for the FOUR YEARS and they don't seem to have anyway to contact them other than there brainwashed Customer Service, the door only goes one way DRONES. Brinks is still telling me to pay them for service that I told them to cancel way back in May of this year.
I say they owe me for those four years.
Very UNHAPPY AND I HOPE THIS REVIEW HELPS ANOTHER VICTOM.
"My rating is less than is required to finish this review"
7 years ago
Reply from Brinks Home Security
Orin, 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 email to with your account information and I will reach out to you as soon as possible. -Jacob B
Nov. 27th, 2018
Lance San Francisco, CA
I have been a customer of LiveWatch Security for many years. Since the merger with Brinks, support services have gone from poor to horrible. Getting to the technical support team is PAINFUL and EXHAUSTING! I consistently experience wait times for technical support of 45-90 minutes. My most recent experience is still not resolved after waiting in the long queue, not getting issue resolved in the call, being committed a call back, never getting the callback and waiting in queue for 80 minutes today to only speak with a rude manager. I made an attempt to get back to panel to resolve the issue, and was told he could not wait a few minutes for me to get there.
Now I must start this HORRIBLE experience all over again. VERY POOR SERVICE!
7 years ago
Reply from Brinks Home Security
L.H.,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 email to with your account information and I will reach out to you as soon as possible. -Jacob B
Nov. 27th, 2018
Helen Jean Arthur New York, NY
I requested and was refused cancellation a few days after the 15 day deadline, because I needed to find an expert who understood the unclear installation directions. I thought wireless meant wireless, but actually my electrician could not install the equipment without breaking walls to conceal wiring for the cameras and control box to the electrical outlet socket. Then he had to set up a second wireless network through Spectrum, or my TV and Sonos wouldn't work. He could not focus the cameras to optimum advantage because the mounts are inflexible, only go up and down, no holes for screws. The door and window sensors are backed with velcro and almost immediately fell off. With this experience, I feel ProtectAmerica misrepresented itself by saying installation is simple, and I will call the Better Business Bureau about the shoddy camera mounts and velcro. They will also know if ProtectAmerica is covered in New York State as they do not list an Alarm System License Bureau here. I am enraged over the non-cancellation policy. I offered to pay a penalty to get out of the three year contract but no go. I guess I will just junk the equipment and pay the monthly bill. You should look elsewhere if you need a security system, and use a company that does its own installation. Finally, don't "Hey Helen" me.
7 years ago
Reply from Brinks Home Security
Np Helen, please let us know if you have any questions.
Oct. 25th, 2018
Rupert Newnan, GA
My alarm has been disconnected for 5 days and I have yet to receive a call from Brinks to check if anything is wrong. That is a frightening thought. On a few occasions my alarm was set of in error, and did not receive a call from the call center to check. This is the level of service that I've been paying for, and you can expect. Don't waste your money with Brinks.
Called the customer service to complain about the service. They quickly went to blame shifting, stating that I did not perform the monthly system check. Needless to say they were rude, and lack professionalism. There offer to compensate me for this poor service was 3 free months of service, and reduced billing rate. What good is that if they are not monitoring the system.
DO NOT USE THIS SERVICE: 5 DAYS MY SYSTEM HAS BEEN DISCONNECTED, AND HAVE YET TO RECEIVE A CALL.
7 years ago
Reply from Brinks Home Security
Rupert, I am very taken back by the experience you speak of. Here at Brinks we would want a customer to feel unprotected, as we do monitor for signals received. We would love to address your concerns, but unfortunately have not been able to locate your account. In order to ensure this matter is resolved could you please send us a direct message with your account information and I would be happy to speak with you. -Jacob B
Oct. 11th, 2018
Francisco Figueroa
I was a loyal Monitronics customer for almost 6 years and now Brinks adquiered Monitronics. I had several issues with false alarms and technicians have not solved my problems or cancelled the appointment sometimes. Yesterday the technician came and told me he was not authorized to change damage sensors or obsolete sensors that could give me additional problems in the future. In other situations technicians did not came prepared to replaced damage sensors since are not authorized by Brinks. They are more concern to save cost than to solve customer problems. Also be prepared to see an increase of monthly charges without notice. My review is zero until my issues are solved or I can cancel service.
7 years ago
Reply from Brinks Home Security
Francisco, We at Brinks never want a customer to experience with there equipment. Please know that we care for all of our customers especially our loyal ones and want to be sure we that everyone has that peace of mind they deserve. I'd be happy to look into this matter for you and provide you with a resolution, I have located your account with us and I will be sure to reach out to you promptly.-Jacob B
Oct. 8th, 2018
Lynn Hanson Hurricane, UT
I've had this "sucky" system for one year now and can't believe I have to put up with another two years of this system. Learned my lesson. Never going to sign an extended year agreement for service ever again ! Tried getting help on the the camera, either no one called me back or when they did, because they could not get it to work blamed my internet provider which was not the problem. After that, no one helped me with the camera which , by that time, was not even working. I am going to get separate cameras from other providers that come in and install ! They also don't make you sign multi-year agreements.
7 years ago
Reply from Brinks Home Security
Hey Lynn, we’re sorry to hear that you’re having trouble with our camera. At Protect America we strive to provide seamless and easy to install security equipment. If you’d like, please DM us with additional details so that we may assist you with this issue. Thanks and please let us know if you have any questions!
Sep. 24th, 2018
Craig Fruin Spokane, WA
I recived 2 phone calls, the first was bad timining and Id requested information and pricing on packages via email, I have never received an email from you. The 2nd phone call was a few days later, a different rep than the 1st. I mentioned I was awaiting and email, she stated ahe would follow up with whomever was goin to send that email.
7 years ago
Reply from Brinks Home Security
Hey Craig, we’re sorry to hear that you never received our email. At Protect America we do our best to be as responsive as possible. We’re currently working on improving the deliverability of our emails. Thanks and please feel free to direct message us or give us a call and we can get you our latest offer.
Sep. 20th, 2018
Jenn V Brighton, CO
I called to cancel my service today. After 15 minutes, I finally got through to someone who could cancel it. She said she needed to ask me a couple of questions that would take 1-2 minutes. 10 minutes later she was done asking questions and said she would start the process. I was put on hold AGAIN. When she came back, she started talking about crime statistics in my area. I stopped her mid sentence and asked her again to cancel my service. She then got snarky and asked me if I was sure that I wanted to let my guard down (made me worried that this woman knows where I live). I stopped her there and asked her AGAIN to cancel my service or let me talk to a supervisor. She got snotty and informed me that she WAS the account manager. She finally gave in. With a horrible attitude she finally read me all the legal jargon and asked me if I had any questions. Trust me, I was not going to ask her anything.
I would have considered Brinks in the future had the need arose, but not after this!
7 years ago
Reply from Brinks Home Security
Jenn, I am very sad to hear that you are looking to leave us, but please know that even though you are looking to part ways with us we would never want to end on a bad note. We want to ensure this matter is addressed and resolved, unfortunately have not been able to locate your account. If you could please send us a direct message with your phone number and we will be sure to reach out to asap. -Jacob B
Aug. 29th, 2018
Prashant Coralville, IA
Based on reviews and ratings, I decided to become a Protect America customer and signed up.
But there are many misconceptions in these reviews. Here is my brief experience:
1. No Equipment cost - I had discussed my home in detail with the agent and based on that he suggested the equipment. There ‘IS’ a cost to equipment which they put as upfront cost (200-500$ depending on what you expect) and eventually my equipment was 3 window sensors short than what initial agent had suggested. So I ‘PAID’ again to get the window sensors.
2. Monthly fee and discounts - For a monthly fee, I was quoted 49.99$ and there was an ongoing discount of 20% off for monthly costs (available as per website). When I asked for that this cost is INCLUDING the discount. So probably their costs are > 62$, if I believe that agent gave me any discount (which also I doubt).
3. Installation - The worst part, if you do not have hours and hours to deal with people (I would suggest paying 99$ to other security companies like ADT as they give you back 100$ gift card if you choose ADT pulse or other programs). Even when you are paying for the equipment, they send you ‘used’ equipment (my garage door opener had attached Velcro and had missing part and couldn’t be connected to my account because of some technical issue which couldn’t be handled on a weekend). The expert agent agreed that it ‘may’ have been a returned equipment sent to you (which I am sure looking at it). Also, when you do partial installs (because you do not have 5-6 hours in stretch) and ask them for a call back the next day at 9 AM CST, no one calls in time. One day I waited till 9:40 and called myself and other day someone called at 11 AM. So they do not value your time too. So, if you think that your time has a value (worth > installation costs asked by other companies, 99$), would strongly suggest to go for some other company that values time and has a cost effective installation.
My conclusion – I still am in 30 days of my return back guarantee and despite having spent 6-8 hours, I still couldn’t get things completely installed (because of missing parts and inability to register at their end). Hence, I think it is better to return it to prevent long-term frustration and high monthly fee as well as contracts (there are many that have no contracts and at this price provide better service). Since this company is rated as one of good ones, I really worry about dealing other companies (which are rated less than them) but I know of my experience with them for sure but am willing to give others a try.
7 years ago
Reply from Brinks Home Security
Hey Prashant, we appreciate you taking the time to leave us feedback on your experience. At Protect America we are always looking for ways to improve using valuable customer insight. Thanks and please let us know if you have any questions!
Aug. 20th, 2018
David King Huntsville, AL
We use the Alarm.com equipment and have had many false alarms in the middle of the night. Had their techs out and they have not fixed it. I have two homes and selling one. I've had the system for 4years and today when I tried to cancel the service on the home I'm selling I was told I would need to pay $552 because I signed a 5 year contract that the sales person didn't really point out at the time. The service cost us $46 month. I have a friend that uses SimplySafe, put the system in himself for about $300 with video and pays $21/mo with no contract! I will never use these guys again.
7 years ago
Reply from Brinks Home Security
David,Reading that your last experience with Brinks was not pleasant is very concerning to me, as we would never want to make any situation a difficult one for our customers. With that being said, I would like to speak with you regarding your concerns that you have with your account. I have found your account with us and will be sure to contact you directly to discuss this matter further. Jacob B
Aug. 20th, 2018
NicK Gonzalez Kissimmee, FL
Excellent equipment, as well as customer service. was able to get someone at all times. I was walked through setting up my security system flawlessly, which helped me get to know my system a lot better.
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 23rd, 2019
John Aumsville, OR
Do not choose Brinks Home Security. We began with Monitronics 20 years ago. We were informed when the name was changed to Moni, but we were never told services were now with Brinks. We started getting phone calls from Brinks and we thought the calls were scam. We finally realized they were our provider. After much time on the phone trying unsuccessfully to work with them we canceled our services. But, they continue to bill us for services. We did not have a contract with Monitronics - it was a month to month payment. Brink wants us to pay for services not provided. We are finally going to pay them what they want - under protest. However, reading other reviews I wonder if they will actually close our account as we have asked.
7 years ago
Reply from Brinks Home Security
John, Such a long time loyal customer it breaks our heart to hear such things. It saddens us to hear that you are parting ways nonetheless we still want to resolve this matter amicably. Unfortunately i have not been able to locate your account based off of the information provided, if you could please send us a direct message with your account information i will be sure to reach out to you. -Jacob B
Jul. 24th, 2018
michelina stazzone Glendale, AZ
I had a new patio door installed. The door monitors are not matching up on the new door due to a higher frame around the door. Called to have someone come out and reattach the door alarm or possibly bring one that fits. I was told to "do it myself" and they would assist me over the phone. I explained I already tried. After much hassle I convinced the representative I wanted a tech to come to my house, assess the door and alarm and fit it correctly. I was told there are two techs in my area but no one could come out for 2 1/2 weeks. What poor service. I am so sorry I have security with this company.
7 years ago
Reply from Brinks Home Security
Michelina, It saddens us to hear of your door sensor issues. Please know that we at Brinks strive to ensure that all of our customers is working properly. This in mind we want to get your system everything it needs to provide maximum protection. We have located your account and we will be sure to reach out to you to resolve this matter. -Jacob B
Jul. 16th, 2018
Alicia Holman Gilbert, AZ
They advertise more than what they give, so I think they need to be more upfront about what they offer. Although the name brings confidence, there are a lot of companies that provide a higher level of service and more for your money.
7 years ago
Reply from Brinks Home Security
Alicia, We like to hear any feedback that might be necessary for us so we thank you for letting us know of your concerns. We want to make this right for you, i have located your account i will be sure to reach out to you to address all of your concerns. -Jacob B
Jul. 3rd, 2018
Ray Madigan Bellevue, WA
My system started beeping about a month ago. It beeps 2 times at 4AM, it beeps 5 times at 7AM, and it beeps 5 times at 6PM. I have called support to get it fixed, but all of the instructions never get to where I can actually change the date, which seems to be one of the problems that is indicated on the panel. I have tried calling to get this fixed numerous times, and the last time the agent told me I could either have someone come out and try to fix it, or they might be able to help me turn down the volume so I wouldn't have to have the beeping wake me at 4AM.
I then tried to just cancel the service. After an annoying 30 minutes of the rep telling me they would upgrade my system, lower my rate, with me telling them I don't trust you anymore, I get told there is a 30 day cancellation policy.
Why do I have to pay for 30 days of their system beeping when they can't even help me simply change the date. Maybe they sold me an already out of date device?
7 years ago
Reply from Brinks Home Security
Ray, I am truly sorry you had this disturbing experience with your panel beeping. I understand this is something that would be uncomfortable for any person. Please believe when I say that it is never our intention to emit a lack of care from our end, nor is it good to hear that a customer has been having these kinds of experiences; experiences that led to a troublesome cancellation. I have located your account and will be reaching out to you soon so that I may assist with the burdens you have been enduring. Thank you - Abraham C.
Jul. 9th, 2018
Linda herguth Tampa, FL
My family member passed away and I had to get the security system over to my name. The representive was very kind and transferred everything over to me with no problems.
7 years ago
Reply from Brinks Home Security
Linda, we at Brinks would like to express our deepest condolences on your loss. It also places a big smile on our faces when we hear that our customers had a great experience when calling in. Thank you - Abraham C.
Jul. 6th, 2018
Morgan Rosas Gulf Breeze, FL
I was looking into different alarm companies for the sake of lowering insurance costs and was up front with that. What I found is that Protect America is significantly more expensive than the savings from insurance by having an alarm system.
7 years ago
Reply from Brinks Home Security
Hey Moran, we're sorry to hear that you don't feel that you got the best deal with our service. Our customers' peace of mind while we protect their homes is certainly our priority, but we also strive to give our customers the best protection at the lowest price. Thank you for taking the time to leave us feedback and please let us know if you have any questions.
Jul. 2nd, 2018
Anonymous Natural Bridge Station, VA
The customer must have the product in hand in order to test "trial" the system. The "15 day free trial" is nothing more than false advertisement as it took six days to deliver--so 9 day trial. The sales associate proceeded to grant items beyond their scope and mislead/mis informed the customer on the 3yr "agreement" all the while bashing ADT for it's 3yr contract. Only to find out the "agreement" is a 3yr contract and the associate also stated cancellation at any time to which after many lengthy calls turns out you can only do so after the 3yr "agreement/contract". After having spent 24yrs actually protecting America myself, this experience just seems like a sham.
7 years ago
Reply from Brinks Home Security
Hi there, we appreciate you taking the time to leave us feedback on your experience. We would like to correct any problems you may be having with our service. If you'd like, could you follow up with our message so we can further assist you? Thanks! - Ryan
Jun. 27th, 2018
Laurie Lomillo Fort Lauderdale, FL
I agree with most of you that their pricing is 35/40% higher then competitors , also most companies ( with a contract ) will buy you out of your current contract if theirs 1 yr or less.
Personally I will try and work with them , I do need service I hope it’s included ...
7 years ago
Reply from Brinks Home Security
Laurie, We are happy to have and welcome you to the Brinks family with open arms. If you need assistance in getting more accurate prices please let me know and i would be happy to have a member of our sales team reach out to you. Thank you and have a great day. -Jacob B
Jun. 18th, 2018
Elizabeth Bohon Shawnee, KS
This company has recently been taken over by Brinks. We just moved. Called them in plenty of time to shut the system down. It wasn’t done. Called again. Had to get an email to sign. Took 1-3 business days just to get the email. Signed and returned it immediately. This document also said tha I would owe for 30 more days. No one told us that. All of this began in early May. Alarm is still not turned off. House is sold , new owners are in alarm still active. Why? Because none of the FIVE or more people I have been in contact with at Brinks told us that to power done the alarm, we had to be on the phone with a tech to be talked through the process. Horrible, horrible company’s. It was ok as Moni. Brinks has destroyed it. If it were possible to do zero stars or negative numbers, I would.
7 years ago
Reply from Brinks Home Security
Elizabeth, oh no! The experience you speak of is uncanny and definitely not how we like to do things. We would love the opportunity to make this right and with that being said i have attempted to locate your account with us but have been unable to. If you could please provide me with your account information i will be sure to reach out to you and address your concerns. -Jacob B
Jun. 11th, 2018
Darren Kopf Mobile, AL
I canceled our contract back in early December. I was told we were canceled with them after several phone calls (over several months). They would keep us on hold and we just cant stay on the phone all day because we have jobs. Now they are saying we owed them money from the following months after we canceled and keep billing us every month. I even sent them a letter stating we were canceling with them.We have been with them a long time and it wasnt like we were breaking a contract. We have had problems with the alarm system so we decided to go with someone else. I am very disappointed with this company and will never use them again. Keep getting billed and we canceled back in December with a letter and phone calls. Very frustrating to say the least. It became clear to us that the cancellation policy is designed to make it nearly impossible to cancel with them.
7 years ago
Reply from Brinks Home Security
Darren, Please know that it is never our intention to make any request a difficult one. Here at Brinks customer satisfaction is a priority to us and with that being said i have located your account and will be sure to reach out to you today to resolve this matter. -Jacob b
Jun. 4th, 2018
Paul Greer, SC
I have been completely satisfied with our service and our technician has always been available to answer any and all questions we have had. Highly recommended!
7 years ago
Reply from Brinks Home Security
Paul, We are filled with joy to know that our 5 diamond certified technicians have done their job accordingly. Thank you for taking the time to leave us this 5 star review for your 5 star service. –Jacob B
May. 24th, 2018
dan wright Columbia, SC
The salesman was knowledgeable and the installer was too. However, I cannot log into my account to access the system in order to turn it on and off remotely. I've contacted the installer twice with no response.
7 years ago
Reply from Brinks Home Security
Dan, We truly appreciate your feedback, as it brings me great joy to know that we have provided you with a great experience thus far. I would be more than happy to assist you with your concerns regarding your system. So I may do so, please send me a direct message with your account/contact information, and I will be sure to reach out to you get this taken care. –Jacob B
Apr. 25th, 2018
Mary Lexington, SC
The first CSR did not explain the installation other than to say it was easy. The second CSR went to the trouble of finding out why I couldn't install, explained the process and the installation was sucessful.
7 years ago
Reply from Brinks Home Security
Thank you for your feedback!
Apr. 28th, 2019
Jillian Grisez Morgantown, WV
First sAlesman was really rude when I wanted to talk to my husband before I committed. Acted like i was wasting his time. Second one who called to follow up was very polite and apologized for first sAlesman. Unfortunately I had already decided to go with another provider before second one called
7 years ago
Marin Mission Viejo, CA
I requested a quote online and immediately began to receive a MINIMUM of seven calls a day- with NO MESSAGE LEFT! I only discovered that this was them by a google search, wherein I found countless of the same complaint. If you want my business so badly then LEAVE A MESSAGE!! If I dont return your call then leave me alone- repeatedly calling and hanging up will do absolutely NOTHING other than piss me off. Had the first call left a lessage I would have returned it to get my price quote, however, because of this annoying harassment I will NEVER do business with your company and I will advise everyone I know not to either
7 years ago
Reply from Brinks Home Security
Hi there, Thanks for taking the time to leave us feedback. Our sales solutions specialists are passionate about our security solutions - nevertheless we do respect when you don't want to hear from us! We would love to help get you set up with a security system. Please feel free to direct message us or give us a call and we can get you our latest offer.
Mar. 27th, 2018
Robert Preminger Canton, CT
I signed an agreement with a 15 day trial period. The first control panel they mailed me didn't work. The replacement panel didn't work. By the time they were sending me the 3rd panel, I cancelled the agreement due to the 15 day trial period ending. I sent all of the equipment back and then got a 2 week run around that they didn't get it all back and wouldn't refund my $99 payment. They told me I didn't return all of the equipment and what I didn't return cost $99. The people speak nicely but they never had any intention of returning my money. I can't imagine that my $99 was worth them spreading ill will and a bad review. I guess that's what short sighted business is.
7 years ago
Reply from Brinks Home Security
Hi Robert, we appreciate you taking the time to leave us feedback on your experience. Our customers' peace of mind while we protect their homes is certainly our priority. We would like to correct any problems you may be having with our service. Could you DM us with additional details so we can review your account? Thanks and please let us know if you have any questions
Mar. 21st, 2018
Diane Krenek Apple Valley, CA
HORRIBLE!!! I tried to cancel contract when they broke it because they started raising my rates. I couldn't find my original so asked them for a copy and they sent me a forged signature and a completely different contract. Several things different when I finally found my copy and compared them. New service installed on July 19, 2017 and got a notice from Moni on August 11, 2017 that their system was not working. Really??? It took them 25 days to realize that. Good example of their service. Since early December when I started keeping records of their harassing phone calls, they have called 133 times on my home phone and 84 on my cell phone. Evidently they think they can drive me insane and I will pay their bogus charges! Not going to work MONI!!!
7 years ago
