Brinks Home Security Reviews
7.4
Overall Score
Stanley Davis
I have been a customer for 5 years. Brinks took over and I didn't have service from October of last year. I asked for a technician to come out. Made a appointment and my wife took off and there was no call, no show. Jumped through hoops to cancel service and then I get another bill even though I haven't had service close to 5 months. No will help at customer service which I stayed on the phone for over a hour. TERRIBLE CUSTOMER SERVICE. So sad I had to go to another company for home security. TOTALLY DISAPPOINTED.
4 years ago
Reply from Brinks Home Security
Hi Stanley, we are sorry to hear that your recent experience with us was not an excellent one.. We strive to always provide excellent customer experience, and appreciate you reaching out to let us know about your recent cancellation concerns. Please email us at socialmedia@brinkshome.com at your earliest convenience with your account number and any other details about your experience. We look forward to speaking with you soon. - Jaime
Feb. 24th, 2022
Glynn Walker Abilene, TX
Zero stars if that were an option. I have had them for 3 years and need to cancel. IMPOSSIBLE!!! As of now, I have been on hold for 77 minutes. Cannot change autopay on their website. This is atrocious. No customer service. Once the online chatbox figures out you want to cancel, it basically hangs up on you. I can't even delete my credit card on file with them. Stay away!!!!
4 years ago
Reply from Brinks Home Security
Glynn, we are sorry to hear that your recent experience with us was frustrating. We strive to provide you with an excellent customer experience, and appreciate you reaching out to let us know about your recent issue. I have located your account, and I will be reaching out directly to help resolve this for you. Please allow 48-72 hours for us to look into this matter and contact you via phone or email. We appreciate your time and patience and look forward to speaking with you soon. – Juana H
Dec. 8th, 2021
angie Greensburg, PA
Most atrocious customer service ever! They make it absolutely impossible to cancel your account. I did NOT have a contract with them, so cancelling should have been a breeze. It was an absolute nightmare. Hours upon hours of calls, emails and the wait times averaged around 1 hour per call. I had to make 6 calls! Dropped calls, knowledgeable staff, etc. I actually think this is an intentional tactic they are using to keep people signed up with their company. It was so awful! I would NOT recommend this company!
4 years ago
Reply from Brinks Home Security
Angie, thank you for reaching out about your recent issue with your account. We take all complaints seriously, and I am sorry to hear you had trouble. I would love to look into this for you, and work with you to reach a resolution. Please send us an email at socialmedia@brinkshome.com with your account information and any additional details you would like to provide. We look forward to following up with you. – Juana H.
Dec. 3rd, 2021
Jason Cunningham North Las Vegas, NV
They refuse to take the full amount you owe out of your account when you have signed up for autopay until after you have accrued a late fee. Also the worst customer service during a age when customer service is seeing a rebirth. I requested my contract 3 times and it was only when I started recording my call and tried canceling my service since I wasn't under a contract if they couldn't provide me with one did one finally appear. Best advice RUN TO SOMEWHERE ELSE!!!!!
4 years ago
Reply from Brinks Home Security
Jason, we are sorry to hear that you are experiencing issues with your billing. Thank you for letting us know. I will personally look into this for you and will work with you to find a solution. I will be in touch in the next 48 to 72 hours by email or phone. – Juana H.
Nov. 19th, 2021
SueBHoney Chandler, AZ
It makes me laugh when BRINKS writes that Protect America chose Brinks because of the excellent service!!!!!!!!BRINKS your service SUCKS!!!! So far I have spent a total of 8 hours just this week trying to get service. 2 hours on the phone on Monday 41/2 hours today waiting for service person who NEVER TURNED UP!!!!!! NOW ANOTHER 11/2 hours on the phone and they call that EXCELLENT. You are deluded.
4 years ago
Reply from Brinks Home Security
Sue, thank you for reaching out about your recent issue with your account. We take all complaints seriously, and I am sorry to hear you had trouble. I would love to look into this for you, and work with you to reach a resolution. Please send us an email at socialmedia@brinkshome.com with your account information and any additional details you would like to provide. We look forward to following up with you. – Juana H.
Nov. 12th, 2021
Lisa Knight Phoenix, AZ
Such horrible customer service!!!! The wait times when you call are so long. This is my fourth time trying to cancel my account, and again I have been on hold for 45 minutes. Then one person answered finally and told me they are not the right person to talk to and I am on hold again. Why is it this difficult to speak with someone about cancelling?! Not recommending this place to anyone.
4 years ago
Reply from Brinks Home Security
Lisa, thank you for reaching out about your recent issue with your account. We take all complaints seriously, and I am sorry to hear you had trouble. I would love to look into this for you, and work with you to reach a resolution. Please send us an email at socialmedia@brinkshome.com with your account information and any additional details you would like to provide. We look forward to following up with you. – Juana H.
Nov. 12th, 2021
Scott Smith Grand Blanc, MI
System never worked, false alarms, Cannot cancel there service. Lied and state I owe for a 5 year contract. Never signed anything, Charged late fees, would not send a bill, email or any notice of when the bill was due. Have to check the web site. Sent a notice that my service would not work and needed to be upgraded. I did not want to pay additional cost they canceled me and sent a bill for over $2500
4 years ago
Reply from Brinks Home Security
Scott, thank you for letting us know about the issues you are having with cancellation. I would like to look into this for you, but am unable to locate your account. Please send us an email at socialmedia@brinkshome.com with your account information and we will be happy to help you find a resolution.
Jul. 7th, 2021
Patrick McVIcker Saint Augustine, FL
Good luck trying to cancel service. Customer service is trained to make it as difficult as possible. They wouldn’t let me cancel unless I completed a 15 minute exit interview where they kept trying to sell me on retaining my account. Politely said “please cancel” and company rep just kept hammering me questions. They required me to submit a Docusign form that I never received via email and they keep on billing me.
4 years ago
Reply from Brinks Home Security
Patrick, we are sorry to hear about your experience with us. At Brinks Home we do take these matters seriously and want to reassure you we are here to help. Thank you for bringing this to our attention, I have located your account and will contact you to resolve this matter. -Edwin Q.
Jun. 17th, 2021
BC Tucson, AZ
Had two systems for 7 plus years. After they took over live watch the service suffered. Continued billing for a unhooked and turned off unit for more than two years - called to discontinue another second system and was sent to a woman who’s job is to convince you to stay , rude and would not cancel after numerous requests so I said I would cancel my credit card payments in the future - still harassing me by phone and emails RE my cancellation
Live watch did not require a multi year contract.
Go else where for your system
5 years ago
Reply from Brinks Home Security
Hello, we are sorry to hear about your recent experience with us. I would like to take this opportunity to let you know that at Brinks Home Security we aim to provide the best customer service and regret any inconvenience we may have caused you. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to take a further look into this matter and reach out to you.
Nov. 24th, 2020
California Pastrami Albuquerque, NM
This company overcharges and even after I completed my contract they continue to charge me. I called them several times to cancel the service but they lie and say that they sent me a cancelation notice. They do send me an email to stay with them and offer a 14.95 per month charge after they overcharged me 60.00 per month for 3.5 years. Do not do business with this company They have ignorant people answering their phones that a getto and refuse to let me talk to a manager. STAY AWAY
5 years ago
Reply from Brinks Home Security
Hello, we are sorry to hear of this negative experience with us. At Brinks Home Security we strive to ensure each and every customers experience is amazing. We do have a cancellation policy that requires the remainder months of your contract be paid off. In regards to the extension placed on the account, I am happy to look into this further and provide you with a resolution. Unfortunately we were not able to locate an account based off of the information provided. If you could please send us a direct email to socialmedia@brinkshome.com and I will be happy to reach out to you. -Daniela S.
Nov. 17th, 2020
Wade DeWitt, MI
I have been with Brinks/Montronics since 2012. We have always paid on time with auto-pay from our checking account. We had to move unexpectedly due to my Mother-In-Laws health failing. After selling our home, I contacted Brinks to cancel the contract, as we do not own the home any longer. Brinks does care and is only worried about getting the contract cancellation fees for the 28 months left on the newest contract. No consideration for being a long time customer. I will never use Brinks for any of my future alarm monitoring needs.
5 years ago
Reply from Brinks Home Security
Wade, we are sorry to hear about your recent experience with us. At Brinks Home Security we do take these matters seriously and want to reassure you we are here to help. If you could please send me an email at socialmedia@brinkshome.com with your account information, I would be more than happy to reach out. -Edwin Q.
Nov. 16th, 2020
Caroline Stumpf Altamonte Springs, FL
Unethical customer service. I had a system for 2.5 years and moved to a location where I couldn't have a system installed. They continually tried to upsell and locked me in to a 4 year contract unauthorized because service ended with a move.
This is extremely disappointing how they treat a customer. They are sending a final bill of over 2k based on breaking a new contract. I don't even have service any longer. I will never use this service again.
5 years ago
Reply from Brinks Home Security
Caroline, we are sorry to hear that your experience with us has not been a pleasant one. Here at Brinks Home Security we have a cancellation process to follow of 30 days, this allows us to notify your local municipalities of the cancellation. Regardless we want to ensure each customer is fully satisfied which is why we won the JD power award for customer satisfaction. I was able to locate your account based on the information provided. I will be more than happy to reach out to you and resolve this matter. – Daniela S.
Oct. 23rd, 2020
David Chulak ,
Absolutely horrible. Did not sign up with them because I did not like them based upon research. Went with another company who sold out to Brinks within 2 months. Has been horrible ever since. Can't terminate contracts. I'm moving into parents home until my house is built. Now I'm paying for something I cannot use. Their service online is terrible and most people I've talked to are the same. Just horrible....DO NOT SIGN A CONTRACT WITH THESE PEOPLE
5 years ago
Reply from Brinks Home Security
David, At Brinks home your mere satisfaction means the most to us. To hear a customer wants to cancel there home security is alarming to say the least. We are always act with the upmost integrity and apologize for any inconveniences. We want to make sure your level of protection stays 100% and we want to investigate this matter further. I was able to locate your account; I will be following up with you to make this experience a positive one.
Oct. 21st, 2020
Shivan Zaza Greene, RI
I was so happy with protect America and had a set price I was paying every month that never went up. Now checking my account I notice that brink has been charging me extra every single month since this acquisitions ! This is a breach of the contract I signed! Biggest crooks ever! Can’t get a hole of anyone over the phone. I can’t wait for a class action lawsuit against this dishonest company!
5 years ago
Reply from Brinks Home Security
Shivan, thank you for bringing this to our attention. At Brinks Home Security we do take these matters very seriously and I will be more than happy to look into this. I was able to locate your account and will reach out to you. -Edwin Q.
Oct. 6th, 2020
Grigory Rubshtein Pocono Summit, PA
worst service ever, they will sign you a contract without giving any actual service, just to charge you for nothing, you can wait 20-30 minutes on the line and they will just drop your call, I'm a new customer for 20 days, I didn't receive any service, they scheduled technician that didn't come, but what, they do charge me for nothing, and when I said that I want to sign off the contract they charge me for next 12 months...all this without receiving even instruction on how to use the service ...
The horrible experience that ever had
5 years ago
Reply from Brinks Home Security
Grigory, we are sorry to hear about the experience that you had with us over the phone. At Brinks Home Security we care for all our customers and the protection of their home. By any means we never mean to make any request a difficult one. Furthermore, I would like to investigate this matter myself. If you could please send us a direct email to socialmedia@brinkshome.com, I will be happy to further assist in the resolution of this matter. -Daniela S.
Sep. 22nd, 2020
DPugh Norcross, GA
I have been a customer with Protect America since 2012. My contract is set to expire next month (10-2020). I called Brinks to inquire about offers they may extend on our behalf. They inform me I’m still under contract until 2022; which is straight BS! I was told my contract was extended in July of this year. I demanded they send me a copy of this so called extension. I got the run around and was transferred several times and told we will send it to you. Then was told we can’t see your info from Protect America. What a bunch of frauds. DO NOT TRUST THIS FRAUDULENT COMPANY!!!
5 years ago
Reply from Brinks Home Security
Hello, we are sorry to hear that you have not had a pleasant experience with your request . At Brinks Home Security we strive to provide great customer service and when one of our customers feel that we have failed their expectations, it is important for us to know. If there was any misunderstanding from our end, we would like the opportunity to resolve that. We would gladly appreciate it if you send us an email at socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. – Daniela S.
Sep. 9th, 2020
LOIS Warwick, RI
WORST CUSTOMER SERVICE EVER!
ON THE PHONE FOR CLOSE TO 1.5 HRS LISTENING TO THEM STATING THEY ARE RATED #1 IN CUSTOMER SERVICE. i HAVE THE RECORDINGS OF ONE OF MY CONVERSATIONS AND WILL PUBLISH ON U TUBE
DO NOT GO WITH THE COMPANY YOU WILL REGRET IT
i REALLY DON'T KNOW ABOUT IF THE PRICE IS GOOD OR BAD - I WAS WITH PROTECT AMERICA AND BRINKS JUST BOUGHT THEM
5 years ago
Reply from Brinks Home Security
Lois, we are so sorry to hear of the experience with the long hold time and that you feel this way about our service. At Brinks Home Security we certainly care for all of our customers and their satisfaction. We want to ensure we provide you with the appropriate assistance and resolve this matter amicably; I have located your account and I will be sure sure to reach out to you. – Juana H.
Aug. 31st, 2020
Bartholomew Gunderman Worcester, MA
Joined with PA in August 2019. Satisfied with alarm service but very dissatisfied with billing and customer service. Impossible to receive a current statement. Monthly statements not readily available; have to request statements every month. Still waiting for my June statement. Notified in June that Brinks will now monitor all PA accounts. No explanation, forced switch. Disputing June bill. Brinks shows a balance forward for June from PA even though I paid PA on June 12th.
5 years ago
Reply from Brinks Home Security
Bartholomew, thank you for taking the time to provide us with your feedback. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. I would like to reassure you we are here to help, and I’d like the opportunity to take a further look into this matter. I have located your account and I would be more than happy to investigate this matter further. Once the investigation is complete I will reach out to you.- Juana H.
Sep. 3rd, 2020
Nikki Elkridge, MD
Worst service ever I’m stuck with over 1000 bucks in false alarms because no one wants to come out a fix my alarm system this is the worst company I’ve ever worked with I mean I’ve gone months without using my alarm system. Cause they won’t send someone out to check things out don’t waste your time with this company you will spend way to much money in false alarms
5 years ago
Reply from Brinks Home Security
Nikki , we are sorry to hear about your experience and that your system is not working properly. At Brinks Home Security our main goal is to provide all our customers with the best customer experience, and we regret any inconvenience that we might have cause you. With that 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 socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. -Daniela S.
Jul. 22nd, 2020
BH TIGERS New Orleans, LA
The response time is waaaaay too long. Called on a Friday evening about a panel not working. First available date to 𝘍𝘪𝘹 is a week later. That is unacceptable for a security service. This is the third time that I’ve gotten such terrible service with a nasty person on the phone. Go somewhere else! ADT has similar ratings and products and is $30 cheaper per month for me. I’m done with this company!
5 years ago
Reply from Brinks Home Security
Hello, thank you for taking the time to leave us your honest feedback. At Brinks Home we take this type of matters very serious as your security and satisfaction is our priority. I would like to reassure you we are here to help, and I’d like the opportunity to take a further look into this matter. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
Jul. 22nd, 2020
Chris Mayo ,
I have been a Protect America customer for nearly 10 years, and they had been awesome in every way. Now that they sold to Brinks Home Security as of July 2020, the customer service has dropped off a cliff. I needed to add new sensors to my home system and the phone wait queues are off the chart. 4 calls in, 1 dropped on their side, and I'm still trying to get these sensors added. Looks like I need to start shopping for another home security service ASAP. Too bad for the consumers that this transfer of accounts and admin took place
5 years ago
Reply from Brinks Home Security
Chris, we are sorry to hear of your recent experience. At Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused you. I’d like to take a further look into this matter to ensure we get your system working. I have located your account with us, and I will be sure sure to reach out to you. – Juana H.
Sep. 3rd, 2020
Don Hoehn Mansfield, OH
Had PA for years, had payments setup on automatic. 101 yr old mother needed me so I moved 2000 miles. PA hounded and threatened me for the last six months payments for a system I didn't own.
Legally acceptable, humanely disgusting. Service was adequate but I will never use nor recommend them to anyone. They are only interested in your wallet and couldn't care less about the customer. They will track you down and squeeze you for every last penny.
5 years ago
Reply from Brinks Home Security
Don, We are so sorry to hear of this recent experience with us. Please know that we would never mean to make any request a difficult one. I am happy to look into this matter further. I have located your account and I will be sure to reach out to you to find a resolution -Daniela S.
Sep. 3rd, 2020
sue bova Syracuse, NY
This is such a horrible company. No follow up and make poor senior citixens ill. You sign up people without their consent and then bill service fees. You have us fill out cancellation forms and do not honor them. I have a 92 year old Mother harrassed by phone calls. If you talk to someone, they actually hang up on you. Who trains your staff? Terrible company, awful customer service.
5 years ago
Reply from Brinks Home Security
Sue, We are so sorry to hear of this recent experience with us. Please know that at Brinks Home Security we strive for an excellent and equitable customer experience. By any means we never mean to make any request a difficult one. I was able to locate your account with us and will be sure sure to reach out to you to ensure this matter is taken care of. -Daniela S.
Jun. 23rd, 2020
marty Scottsdale, AZ
This is the worst scam artists in the country and they are in the security business. I have moved three months ago and called them to stop the service and they still billed me for the last three months and have no intentions to stop. My bank called them and they basically told the bank to shove it. These guys are crooks and should be in jail. If I ever go to Texas look out
5 years ago
Reply from Brinks Home Security
Marty, we are sorry to hear that are wanting to cancel your services with us. We always strive for the best in customer satisfaction and we apologize if this was not the case. Please know that we never mean to make any request a difficult one. I’d like the opportunity to take a further look into this matter. If you could please send me an email at socialmedia@brinkshome.com with your account information I would be more than happy to reach out to you. – Juana H.
Jun. 4th, 2020
Bill Greer, SC
Long time customer( since2013), but can’t seem to get ahold of anyone these last few days. Every number I could locate was not successful, and have sent to msgs electronically. Is anybody home??
5 years ago
Reply from Brinks Home Security
Hi Bill, Thank you for being a valued Protect America family member. We apologize for your experience and would love to answer any questions you may have about your system. Please reply via “Private Response” with the name and address associated with your account. A Care team member will reach out to you with assistance once we verify your customer information.
May. 6th, 2020
Gabriel Cotto Riverview, FL
Cheap and unreliable equipment. One false alarm while I was on a flight without communication and dispatch went to the wrong house, when questioned Protect America they stated wrong address was given to dispatcher.., I was fined $75 and cited to court hearing and protect America did not provide with any documentation to present in court because they can only go back so far (3 months). The frustration was beyond exhausting. I tried and tried and Protect America did not have my back.
5 years ago
Reply from Brinks Home Security
Hi Gabriel, Thank you for reaching out. We would love to look into and help answer any questions you may have about your account. Please send us a “Private Response” with the name and address associated with your account and an Accounts team member will reach out to you once we verify your customer information.
May. 1st, 2020
Eileen Casey Fort Myers, FL
RUN as fast as you can from this company!!! DO NOT sign a contract with this heartless company!! I signed a 5 year contract with Monotronics (which Brinks took over) and when I had to move, they would not let me out of the contract without paying fortune! I have had to pay their $55 monthly fee for the past 6 months after moving and still have 2 more months to go before it ends. They are EXPENSIVE and have NO COMPASSION! Horrible business practices!
5 years ago
Reply from Brinks Home Security
Eileen, we are sorry to hear you are requesting to cancel due to a move. At Brinks Home Security our goal is to ensure customer satisfaction and we regret any inconvenience we may have caused you in this transition. Please know that we are committed to be fair and honest with all our customers. If there was any misunderstanding from our end, we would like the opportunity to resolve that. We would gladly appreciate it if you send us an email at socialmedia@brinkshome.com with your account information and I will reach out to you as soon as possible. – Daniela S.
Apr. 15th, 2020
Doris Smith Pittsboro, IN
They are a cold hearted company no consideration for their customers . I have been a loyal customer for years they used to be Montronics and went bankrupt then changed company name to BRINKS.. but wasn’t notified until a year or longer. They only do maintenance if you pay 50 dollars for service . You have to pay for any equipment that is outdated to be replaced. Think twice before signing a contract with them
5 years ago
Reply from Brinks Home Security
Doris, At Brinks Home your security and satisfaction is our main concern and will do anything in our hands to make sure of it. I would like to reassure you that we are always here to help. We do offer a service plan for our accounts, in which it adds a Lifetime warranty on the equipment for any normal wear and tear. With that being said, we want to give you a peace of mind and make sure your system is working properly. I was able to locate your account with the information provided and I’d be more than happy to reach out to you to resolve this matter. – Juana H.
Apr. 15th, 2020
Martha Ann Kean Houston, TX
I had to install it myself as everyone is in lockdown. It was challenging for me as I had to move lots of heavy furniture in front of some windows and then return it. I started with one rep , Dana then another rep , Kevin called back another day to finish. So basically we had to start all over again. Frustrating. I hope I love it once we get going. We just finished out test period about an hour ago
5 years ago
Reply from Brinks Home Security
Hi Martha Ann, Thank you for reaching out. We’re more than happy to provide you with assistance if you have any questions about your security system. Please reply via “Private Response” with the name and address associated with your account and a member of our team will reach out to you once we can verify you as a customer.
Apr. 2nd, 2020
Kat Clermont, FL
It was a great experience. Just the right amount of follow up pressure to get it right without being too gung ho. It works perfectly.
5 years ago
Reply from Brinks Home Security
Hi Kat, Thank you for the positive review! Please let us know if we can provide you with further assistance.
Feb. 26th, 2020
Susie Lebanon, MO
I tried to cancel. I had been a very good client for 3+ years never a day late. I contacted on line to tell them I wanted to cancel Gentleman very nice. the next week I had a lady call that said I will send you a email. The email she sent had a attachment of I had to pay or I couldn't cancel I will be turning over to the attorney general and I hope all of you read this before working with this company. Go to Front Point
5 years ago
Reply from Brinks Home Security
Hi Susie, Thank you for reaching out. To better improve your experience, please reply via “Private Response” with the name and address associated with your account. A member of the accounts team will reach out to you with your available options once we can verify you as a customer.
Mar. 23rd, 2020
Sandra Curtiss Fort Collins, CO
I had been assaulted so needed a company that could come and install cameras where I needed them. They had me pay for 3 cameras but could only install where there were plug in, not where I needed cameras. My cameras haven't worked in over a year and now my monitor doesn't work and they want me to pay for a service call because they say it is MY problem. They refuse to stop taking money out of my account and want $800.00 to end my contract.
5 years ago
Reply from Brinks Home Security
Sandra, Oh no! We are sorry to hear of your experience. At Brinks Home your security is our main priority. I would like to reassure you that we are always here to help. We do offer a service plan for our accounts, in which it adds a Lifetime warranty on the equipment for any normal wear and tear. With that being said, we want to give you a peace of mind and make sure your system is working properly. I was able to locate your account with the information provided and I’d be more than happy to reach out to you to resolve this matter. – Juana H.
Mar. 20th, 2020
John Tricola Woodland, WA
After paying for 5 years at what started as a reasonable rate, the contract ended at substantially more. It is now March, and I've been trying to cancel service since December. I have done everything asked. Brinks has very deceptive business practices designed to extract every penny possible from your bank account. Be extremely wary when considering signing on to this company. While the service was good, corporately they are on the unethical side.
5 years ago
Reply from Brinks Home Security
John, We are sorry to hear you would like to cancel your services with us. Here at Brinks Home we never mean to make any request a difficult one. I would like to reassure you we are here to help and would be more than happy to take a further look into this. I have located your account and I would be more than happy to investigate this matter further. Once the investigation is complete I will reach out to you.- Juana H.
Mar. 11th, 2020
Tony Racciatti Westwood, NJ
anytime you call its an hour wait on the phone . no exaggeration so much for security . I teach home invasion courses , car jacking and other forms of personal security . My equipment hasn't worked for two months and someone is always going to get back to me, punching in phone number waiting for return call never happens. very bad customer service
5 years ago
Reply from Brinks Home Security
Hi Tony, Thank you for reaching out. Although we strive to handle each customer with special care and consideration, during peak times we do experience high call volumes. To better improve your experience as a customer, please reply via “Private Response” with the name and address associated with the account. A member of the Care team will reach out to you once we verify you as a customer.
Mar. 9th, 2020
Lila Navarro Hendersonville, NC
Horrible customer service! Being calling for 2 months in reference to low battery and front door sensor and out of town and these errors coming up! Called this week Monday, Tuesday and today After waiting an hour to get someone on the phone. I finally got a call back! I was told that Thursday is the best time to call! What am I missing really! I canceled the service after 6 years. Wow!! I’m shocked that no one cares. Good luck going with Ring cheaper and can control it myself.
5 years ago
Reply from Brinks Home Security
Hi Lila, We appreciate your feedback. Although we strive to handle each individual customer with special care and consideration, during peak times we do experience high call volumes. If you need any further assistance please feel free to reach out to us at any time.
Mar. 5th, 2020
Natalie Malibu, CA
HORRIBLE!! Don't do it. They will help you immediately if you are buying a plan, but cancellation is a monster. You are placed on hold for hours, to be told you will be transferred, to hold again. At one point, they finally answered and the phone hung up. It's a scam. I have been trying to cancel after satisfying my contract for 4 days, still to no avail. SCAM!!
5 years ago
Reply from Brinks Home Security
Hi Natalie, We appreciate your feedback. Although we strive to handle each customer with special care and consideration, during peak times we do experience high call volumes. To answer any questions you have about your account, please reply via "Private Response" with the name and address associated with the account. A member of the Accounts team will reach out to you once we can verify you as a customer.
Mar. 5th, 2020
Paul Glendale, AZ
I already moved to my new house and Called Brinks to cancel my alarm service on the old house. called talked to Crystal on 2/11/20 at 4:20pm she said that She will send out an the form for cancelled. Nothing happened, so I Called back talked Taylor on 2/12/20 at 12:33am and Taylor said the samething. No form sent, so I Called again 2/24/20 talked to Annashia at 9:22am and still no form as I type up this review. Each day gets delay, means that I have to pay $1.20 a day more.
5 years ago
Reply from Brinks Home Security
Paul, Thank you for taking the time to leave us your feedback as it allows us to grow as a company. Please know that at Brinks Home we never mean to make any request a difficult one. I'd like the opportunity to take a further look into this matter. I have located your account with us and I will be more than happy to reach out to you to resolve this matter. - Juana H.
Feb. 26th, 2020
John Chula Vista, CA
DO NOT SIGN UP FOR PROTECT AMERICA! THEY PROMISED A MILITARY CLAUSE FOR ACTIVE DUTY SERVICE MEMBERS WHO TRANSFER OR DEPLOY AND THEY CLAIM THEY DONT ONE NOW. I AM UNDER ORDERS TO TRANSFER AND THEY WILL NOT CANCEL MY REMAINING CONTRACT WITHOUT PAYING ALL THE REMAINING MONTHLY FEES! ALL THEY WANT TO DO IS EXTORT MONEY FROM THE CONSUMER! WORST COMPANY AND CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN 19 YEARS OF MILITARY SERVICE!! INCOMPETENT STAFF!! WORST COMPANY TO DO BUSINESS WITH!
6 years ago
Reply from Brinks Home Security
Hi John, Thank you for reaching out. We appreciate your feedback. To better improve your experience as a customer, we’re more than happy to answer any questions you might have about your account. Please send us a “private response” with the name and address associated with your account. A member from the Accounts team will reach out to you once we verify you as a customer.
Feb. 14th, 2020
Very unhappy customer Sacramento, CA
ADT's customer service representatives lack listening skills and are very argumentative. I have been with ADT for 32 years. My monthly fee is automatically deducted from my checking account. Randomly, the automative service was discontinued and ,because of that, the company sends me a late fee. Customer service refuses to waive the late fee for something they are responsible for. When I ask to speak with a customer service manager I am told I will have to wait 48 hours.
6 years ago
Reply from Brinks Home Security
Hello,
We are so sorry to hear of the poor experience you had when contacting ADT. We are however Brinks Home Security and have no affiliation with ADT. If you would like become Brinks Home Security customer, we are more than happy to do so. We did win the award for J.D power for best in customer satisfaction. - Juana H
Best Regards,
We are so sorry to hear of the poor experience you had when contacting ADT. We are however Brinks Home Security and have no affiliation with ADT. If you would like become Brinks Home Security customer, we are more than happy to do so. We did win the award for J.D power for best in customer satisfaction. - Juana H
Best Regards,
Feb. 5th, 2020
Robel Adhanom Reynoldsburg, OH
Protect America is the WORST WORST company and the WORST WORST service they have. Their alarm don't work. They are scammers. I have their service for over 3 years and finshed my contract. I tried to call them to cancel my contract. The first day i waited on 45 min no respond the next day for over 1 hour no respond. This company would set you up for 3 years contract with their lausy service but when you finish your contract and you try to cancel it, it a nightmare. So falks, i advise you becareful and stay away from this company. There are a lot better companies out there.
6 years ago
Reply from Brinks Home Security
Hi Robel, We appreciate your feedback. At Protect America we're always looking for new ways to improve. To assist you with any questions regarding your account, please reply via “Private Response” with the name and address associated with the account. A Care team member will reach out to you once we can verify you as a customer.
Feb. 4th, 2020
La gata Valenzuela Tampa, FL
Horrible customer service also charge me when I even had a contract with them anymore... spoke to Jessica in regards to the over charge she stated her supervisor couldn't take the call and that I needed to call back Monday, I asked if the account could be noted and that matter I could get a call back she said that even if that was done I was not going to get a call back... and that we need to call, just horrible.
6 years ago
Reply from Brinks Home Security
Hello, Thank you for taking the time to provide us with your feedback. Please know that at Brinks Home we never mean to make any request a difficult one. I would like to reassure you we are here to help and would be more than happy to take a further look into this matter. If there was any form of miscommunication or misunderstanding from our end, we would like to rectify that. If you could please send me a direct email to with your account information, I will be happy to investigate this and reach out to you. – Juana H.
Jan. 28th, 2020
Joon Kim Fullerton, CA
One of the few companies I've dealt with that was comprehensive, knowledgeable, courteous, most if all very patient. Very good experience,
6 years ago
Reply from Brinks Home Security
Hi Joon, Thank you for taking the time to leave a review. We appreciate your feedback. Please let us know if we can provide you with any further assistance.
Jan. 22nd, 2020
Terry Stagg Seminole, FL
It went well. The only thing that I'm not excited about is how the sensor units attach to the door and their associated frame.
6 years ago
Reply from Brinks Home Security
Hi Terry, Thank you for the review! To help you with any questions you might have about your equipment, please reply via “Private Response” with the name and address associated with your account. One of our Care team members will reach out to you once we verify you as a customer.
Jan. 15th, 2020
linda wright Saint Paul, MN
My security device broke down. I paid to have a new one installed last spring. Nothing. I called many times. Finally we got through to them and they indicated they made many emails and phone calls to us. There were no emails or calls. Then they said they would call for us for new installation. I gave them the names of myself and daughter. Still nothing. And yet they continue to bill us for service we do not have.
6 years ago
Reply from Brinks Home Security
Linda, Thank you for taking the time to provide us with your feedback as it allow us to improve as a company. At Brinks Home we take this type of matters very serious as your security is our priority. I would like to reassure you we are here to help and would be more than happy to take a further look into this matter. I have located your account with the information provided and I will be sure sure to reach out to you by Monday to provide you with a resolution. – Juana H.
Jan. 9th, 2020
Donna Goforth Ripley, TN
If I have a false alarm, they won't call me, the police will notbtake my word that it is false, and when it's real the police don't know-they're so confused. I was gone New Year's Eve, someone busted my master bedroom storm outside window, & it had a censor on the inside window. The breakage noise or vibration didn't even set the alarm off..The police tried to say my son did it. THEY'RE CRAZY!! Why would we want to destroy our own property??? I've been paying Brinks Home Security $37.99 a month, but it don't look like for much!!
6 years ago
Reply from Brinks Home Security
Donna, At Brinks Home Security your protection means the world to us. Hearing of your recent experience is alarming to say the least. We strive for excellent in all we do specially in the monitoring of all of our customers home. I’d like the opportunity to investigate this matter further to provide you with an amicable resolution. With this being said, I have located your account with us, and I will be sure sure to reach out to by Tuesday with a resolution. – Juana H.
Jan. 2nd, 2020
Jason graham Salt Lake City, UT
They set you up and then crickets if you ever need them. I have several bad sensors and they just tell me to override them, however, then that point of entry is no longer secure. Ridiculous. I also have had several alarms, I was not reachable, and they did nothing but leave me a message that there was an alarm set off. Well that does a lot of good.
6 years ago
Reply from Brinks Home Security
Jason, Oh no! Hearing of your recent experience is alarming to say the least. At Brinks Home we take this type of matters very serious as your security is our priority. I would like to reassure you we are here to help and would be more than happy to take a further look into this matter. If you could please send me an email at with your account information I would be more than happy to reach out to you. – Juana H.
Dec. 26th, 2019
Matt Livermore, CA
What a joke. I’ve had my system for 10 days and it’s still not working right. They sent a part out to me the doorbell that wasn’t working right took five days to get to me. Called then today on a Saturday been waiting six hours for a call back nobody calls back. Don’t waste your money. I spent two Saturdays trying to get this to work. Every time I call it’s 2 to 4 hours to get a callback or sit on hold. Now I can’t even get a hold of anybody to cancel my subscription before my 15 days are up.
6 years ago
Reply from Brinks Home Security
Hi Matt, We appreciate your feedback. To assist you with any questions you may have regarding your equipment, please send us a “Private Response” with the name and address associated with your account. A Care team member will reach out to you once we verify you as a customer.
Dec. 16th, 2019
Dani LaPlant Anniston, AL
They talked me into staying with them after I was about to go with another company. I was going with another company because I could never get a tech out to replace door sensor. Stayed with Brinks, roped into a 2 year contract. My system has not worked in over 2 months now. I’ve left 6 call back requests. No dice. Tried virtual agent. Horrible. I am reporting this company to the attorney general’s office in their home state and mine.
6 years ago
Reply from Brinks Home Security
Dani, At Brinks Home your security and satisfaction is our main concern and will do anything in our hands to make sure of it. I am truly sorry to hear you have been having problems with your security system. I’d like the opportunity to take a further look into this matter to ensure your system is working properly. I have located your account with us and I will be more than happy to reach out to you to resolve this matter. – Juana H.
Nov. 18th, 2019
Lisa Reading, PA
I started off with Monotronics, back in 2010 whom I loved..fast forward they merged with Brinks and for some reason my contract keeps getting extended unbeknownst to me...I’m disabled and living on a fixed income and cannot afford $35/month for another 17 months. Please stop abusing me and let me out of my contract. You need to step up to the plate and be more competitive with the newer companies. It’s like your living in the stone ages locking people into these ridiculous contracts that somehow keep getting extended...let me out PLEASE..Lisa Boll
6 years ago
Reply from Brinks Home Security
Lisa, We are sorry to hear you would like to cancel your services. Here at Brinks Home we never mean to make any request a difficult one. In regards to the contractual agreement we would never extend the contract without our customers explicit authorization. I would like to reassure you we are here to help and would be more than happy to take a further look into this. I have located your account with us and I will be more than happy to reach out to you to resolve this matter. – Juana H.
Nov. 18th, 2019
Herbert Cerritos, CA
I have been a customer since 2003. Each year your service became less desirable. I rarely call for service but when I do it's always a self-served attitude!! I am paying for service and have been a loyal customer but Protect America has not been loyal to me as a customer! Take care of your customers! I will find another company that will appreciate my loyalty.
6 years ago
Reply from Brinks Home Security
Hi Herbert, Thank you for your feedback. We appreciate you being a loyal customer. To improve your experience as a customer, we’re more than happy to pull up your information and review your account. Please reply via ‘Direct Message’ with the name and address associated with the account. A member of the Accounts team will reach out to you once we can verify you as a customer.
Nov. 7th, 2019
