Brinks Home Security Reviews
7.4
Overall Score
Emma's Mom Houston, TX
"Brinks" purchased my original alarm company. I echo the concerns listed below about customer service being terrible and the high costs associated with upgrading to equipment that is regularly offered to new customers at a fraction of the cost. We are in the process of listing and selling our home in the next 6 months or I would cancel today. I was totally dissatisfied with the customer service rep I spoke to recently over the phone... so, I tried the chat feature on the website... "No agents available" at 9:30 in the morning on a business day. Funny ADT has reps available...
6 years ago
Reply from Brinks Home Security
We are sorry to hear of this recent experience with us. At Brinks Home we would never mean to make any request a difficult one. We want to look into this matter and resolve it amicably. If you could please send us a direct email to with your account info and we will be happy to assist you. -Jacob B
Oct. 29th, 2019
Millie illas Reading, PA
Security system worked fine but when it came to service they didn't resolve my problem and after I told them to cut my service their refusing to and still withdrawing money from my acct. I moved and no longer need this and their giving me a hard time because it's in someone else name yet they allow me to make all type of changes including renewing contracts but not cancel. They need to stop taking money from my accts. And it's ok because I just placed a stop payment on them so they will never get my business ever again. Stay away from this company. They have the worse customer service
6 years ago
Reply from Brinks Home Security
Millie, 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. We do have policies that only allow the account holder to cancel the account. We apologize if this was not explained to you. Nonetheless we want to ensure this matter is address as soon as possible. If you could please send us a direct messaged containing the account information you are speaking about so we can research and resolve this matter amicably. -Jacob B
Sep. 17th, 2019
Frances Battle St Louis, MO
My Mother used Brinks for years Once she got sick we discontinued the serve because her mind was bad That was almost four years ago. Well we had a big power outage and the alarm system kept coming on and we could not figure out how to shut it down My question is why was the system not shut down four years ago when we discontinued the services.
6 years ago
Reply from Brinks Home Security
Frances, If the monitoring services are cancelled then they are cancelled. We do not have control of the panel itself, if the power had not been turned off on the panel then it would not be off. We provide monitoring services that we dispatch upon receiving verified emergency signals. If you'd like for us to walk you through powering down the system. We can be reached at , please provide us with your phone number and your mothers account information. Once this is done we will be happy to reach out to you. -Jacob B
Aug. 19th, 2019
A. Caston Richmond, VA
I do not like the system someone is still able to get it to my house , with an anti Jammer I have talked to protect America and they seem to not know what that is please please google it before you purchase this. This is an ongoing problem and I don't know what to do but I have lost thousands and thousands of items out of my house they may see it don't work but I got the evidence to prove it I have lost many items even have damage to my home and my furniture and my chandelier Etc he now damaged my stuff when he comes in this is an ongoing problem please please do not purchase this.
6 years ago
Reply from Brinks Home Security
Hi Caston,
Thank you for your feedback. We would like to answer any questions you may have in regards to your system. If you could, please reply via 'Private Response’ with the full name and address that is associated with the account. A member of the Care team will reach out to you once we can verify you as a customer. We look forward to assisting you.
Thank you for your feedback. We would like to answer any questions you may have in regards to your system. If you could, please reply via 'Private Response’ with the full name and address that is associated with the account. A member of the Care team will reach out to you once we can verify you as a customer. We look forward to assisting you.
Aug. 20th, 2019
Jonathan San Diego, CA
I find Brinks home security service is very slow to respond to calls. I had the window alarm go off and it took about 20 minutes for the phone support to figure out what the problem was. I called for a fire alarm and the tech could not tell me how to turn it off. Then I was transferred and on hold for over 15 minutes. If I had a choice I would definitly go back to ADT. they are fast and responsive.
6 years ago
Reply from Brinks Home Security
Jonathan, We are so sorry to hear of this recent experience with us. We would never mean for a customer to feel like we take awhile to assist with there needs. We do have over a million customers to service and we always our best to serve each and everyone of them as effectively as possible. I am more than happy to personally assist you with your technical concerns. Unfortunately I could not locate an account based off of the information provided. If you could please send us a direct email to , I will be more than happy to reach out to you. -Jacob B
Aug. 19th, 2019
Christian Lebanon, TN
Horrible. Changed the battery in smoke detector. Hit test for the detector. Entire system went off. Alarms blaring. Traumatized toddlers screaming and crying. Entered my code to shut it off. Apparently that just shuts off the alarm in the house. Called Brink's to cancel the alarm. Fire department arrived while I was still on hold. Brinks won't let me out of my contract. The lesson: if you have Brinks you can't test your smoke detectors.
6 years ago
Reply from Brinks Home Security
Christian, We are sorry to hear that you want to cancel due to this. We do have a process to follow when we do get a fir signal. This is we call the premises first and if there is no answer we immediately dispatch in the event that there is a fire. We only want to ensure the protection of our customers and there homes, as this is what we are supposed to do. In regards to cancelling, if you are under a contract then the contract would have to be paid off, as with almost all companies. I am happy to give you a call and address any other concerns you may have. -Jacob B
Aug. 12th, 2019
Vbinps Cathedral City, CA
Having been a customer first with monitronics Ann snow brinks since 2006 I have been happy with the service. And too lazy to change the service when I saw they were more expensive that Protect America that had better reviews.
My older system quit working and Brinks wanted to exchange my preferred cellular system for a crappy WiFi system that is easily corrupted. I am now on hold for 15 minutes waiting to talk to a fourth customer service rep.
Ready to call Protect America
6 years ago
Reply from Brinks Home Security
Vbinps, We are sorry to hear of your recent experience with us. At Brinks Home we strive to ensure all our customers are satisfied with us. We have a variety of systems that have different communication networks and I can assure you they are very reliable. I would love the opportunity turn this review into a positive one and find the best system for you. However, I was not able to locate your account with the information provided. If you could please send me an email at I would be more than happy to reach out to you. – Juana H.
Aug. 12th, 2019
AVK Gainesville, FL
Stay away from this company. When I signed up last year they did not even ask me for a passcode which I am supposed to give them if there is a false alarm. I realized this too late. They did not tell me that the state of Florida requires a permit for alarm system. Cops would not even show up without this permit. They just wanted my money and could not care less about my security. When I finally tried to cancel they said I cannot until a year was up or else pay fines. After an year was up when I tried to cancel they charged an extra month saying that it was in the original contract.
6 years ago
Reply from Brinks Home Security
AVK, At Brinks Home your security and satisfaction is our main priority and when one of our customers feel that we have failed their expectations, is important for us to know. I am extremely sorry to hear of your recent experience with us and that we will be losing you as a customer. I would like to take a further look into this matter, but I was unable to locate your account with the information provided. If you could please send me an email at I will be sure sure to reach out to you. -Juana H.
Aug. 5th, 2019
Craig S. Sunnyvale, CA
DO NOT USE THIS COMPANY. We used this service for a rental property that we were selling. Brinks promised they would let me cancel at any time. After signing a cancellation agreement, they kept charging my credit card. After hours on the phone with them , I got them to stop, only to have the automatic charges start again a few weeks later. They are liars and crooks. Do not use them.
6 years ago
Reply from Brinks Home Security
Craig, We are sorry to hear of your recent experience with us. At Brinks Home we care about your satisfaction and regret any inconvenience we have caused you while in the process to cancel your account. I would like to take a further look into this matter, however I was unable to locate your account with the information provided. If you could please send me an email to I would be more than happy to reach out to you. - Juana H.
Jul. 29th, 2019
Frederick Hahn San Marcos, CA
DO NOT SIGN CONTRACT. Under the contract they can change you rate anytime they want Even thought it says 3yr contract Final rate. Service is Honorable it took them 7 months to get the system to work properly then they wanted to charge me for their errors. They contract thru skyline security and the contract has all kind of hidden clauses that say basically they can raise your rates to what ever they want during the contract
6 years ago
Reply from Brinks Home Security
Frederick,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. Please know that we are committed to be fair and honest with all of our customers. I would love the opportunity turn this review into a positive one.However, I was not able to locate your account with the information provided. If you could please send me a message with your account information I would be more than happy to reach out to you. - Juana H.
Mar. 16th, 2020
Jude Nashville, TN
I wish I could give them NO Stars! Been on hold for 49 minutes and their "text" for instant help generates a reply stating "Our Arlo Pro giveaway is keeping our texting lines hot! We appreciate your patience and thank you for using MONI's new text feature! Please be sure to text us back in the next few hours. Your customer service is the worst EVER! I can't arm my panel remotely and my daughter can't arm hers remotely either. If you are experiencing an "outage", you should have put the information on the web!
6 years ago
Reply from Brinks Home Security
Jude, We are so sorry to hear of this recent experience with us. Please know that this is the complete opposite of what we strive to bring our customers. Our customer service team are always ready to assist all of our customers. We certainly want to apologize for the long hold time as we are trying to assist our customers as fast as possible. It would me with joy to be able to address this matter and provide you with a resolution. Unfortunately I have not been able to locate your account based off of the information provided. If you could please send us an email to and we will be more than happy to reach out to you. - Jacob B
Jul. 26th, 2019
H. Soza Tucson, AZ
Do not let this company into your homes. They are misleading customers just to get contracts. You can look at their reviews and see they don't care about providing quality service. They only care about getting more and more accounts. Try terminating the contract early and they threaten you with a $2000.00 fee. They do this to intimidate customers into staying with them. It's not right what they do so I'm taking my case to court and let the legal system decide what is valid and what is not in a contract agreement. Brink's doesn't get to tell me what I am going to pay them.
6 years ago
Reply from Brinks Home Security
H Soza, We certainly do care for the quality of our services as well as the satisfaction of our customers. We apologize if you feel there was any wrong doing on our part. We have a dedicated customer loyalty department, whom specializes in assisting our long time loyal customers with there needs. In regards to your contract, we only ask you pay the remainder of the time you have left, that you signed up for. We even offer discounts off of the agreement is you are wanting to cancel early. I am more than happy to look into this matter further. Unfortunately there was not enough information provided to locate an account. If you could please send us a direct email to and we will be more than happy to investigate this matter further. -Jacob B
Jul. 26th, 2019
Rachel Meadow Vista, CA
Welcome to my nightmare! 2 years into a 5 year contract and the alarm is un-usable!!!! After spending all day waiting for technicians to come out and work on it. I try setting it, get a call an hour later with a "break in" alarm. Over and over this has happened. In between I just turn all the alerts off and dont use the alarm but have to pay for it. Customer service is absolutely useless. I guess I am going to have to contact a lawyer because this is outrageous! I'm beyond angry.
6 years ago
Reply from Brinks Home Security
Rachel, We sorry to hear of this recent experience with our technicians, we always strive to ensure our customers homes are protected. In addition we want our customers to be satisfied with our services. We apologize your home was to big for us to monitor so we had to release you from your agreement without penalty. If there is something we can do to make this situation a better one please let us know. -Jacob B
Aug. 28th, 2019
Lindsey Broomfield, CO
I have had Protect America for just about two years and am extremely dissatisfied with the service. The sensors go off randomly and though I personally do not receive calls regarding an "emergency", they continue to call my emergency contact. The same emergency contact that I have specifically requested that they remove from the account on 4 separate occasions. I have a year left on my contract and will not renew. Overall, I'm extremely unhappy with the service especially for the monthly cost.
6 years ago
Reply from Brinks Home Security
Hey Lindsey - Thank you for your feedback. We're sorry to hear that your experience has been less than ideal. When you have a moment, we'd love to hear more so that we can improve our product and service. Please reply via 'private response' with the full name and address associated with your account. A member of our customer care team will reach out to you once we are able to verify you as a current customer. Again, thank you for your feedback. We look forward to speaking with with you!
Jul. 15th, 2019
Dean Shelton, WA
Called ,was on hold for about 30 minutes, spoke with a very rude and arrogant representative who argued why Protect America is better than SimpliSafe to justify cost... If they are so great, why do they LOCK you in to a 3 year contract and Simplisafe is month to month, cancel anytime, they don't LOCK YOU IN for 3 years...Trust me, there is a reason. I have a SimpliSafe alarm in my warehouse and my transmission shop and love it, way easy features in alarm system, No contract and wireless siren which Protect America does not have. SimpliSafe is a better deal all around for me.
6 years ago
Reply from Brinks Home Security
Hey Dean - Thank you for your feedback. We're sorry to hear that your experience with our sales team has been less than ideal. Seems like you're already a SimpliSafe customer. We'd love to speak with you about your experience with SimpliSafe in the hope that we can improve our own services. When you have a chance, please reply via 'Private Response' with the full name and address associated with your account. A member of our team will then reach out to you once we are able to verify your standing as an actual customer. Even if you are not a customer, please reply with the best method through which to contact you. Thank you again for your feed back. We look forward to speaking with you!
Jul. 12th, 2019
Unhappy Denver, CO
Almost immediately after signing a contract, my monthly fee went up due to a "cost recovery fee." It just went up again. Why do I have a four-year contract if Brinks can raise the monthly fee whenever they want? I'm counting the days (more or less 540) until my contract is up so I can sign up with SimpliSafe and get an affordable system for a fair price. Oh, yes, their customer service is offshore and very inefficient.
6 years ago
Reply from Brinks Home Security
Unhappy, We are truly sorry of your recent experience. Here at Brinks we care about your satisfaction and want to ensure you’re getting the best quality with a great price. In regards to the increases on your account I would be more than happy to take a look into this matter further. Unfortunately, I was unable to locate your account with the information provided. If you could please send me an email with your account information at I would be more than happy to reach out to you. –Juana H.
Jul. 5th, 2019
robert M long Greenbrier, AR
Not Military friendly! I retired and moved back to my home of record and they took 3 weeks of my actively trying to cancel to send me a letter. Apparently they only support active duty moves, even though I was active duty when I moved home.
The salesman and installer told me they would let me cancel when they installed 4 years and 2 months ago. Now they tell me I could cancel my remaining 10 months for $640....
6 years ago
Reply from Brinks Home Security
Robert, We certainly are a very military friendly company. We take pride in assisting our veterans and of course our active duty members. We offer discounts and special consideration clause within your agreement. If you are moving and have provided the correct documentation for such move we have the process to handle these accordingly. We are sorry if there is any confusion regarding this matter. I am happy to look into this matter if you could provide me with your account info. I can reached at and once we get the account information we can research and resolve this matter. -Jacob B
Jul. 3rd, 2019
Darin Salt Lake City, UT
Terrible customer service. No one at Brinks customer service seems to be able to do anything right. If you try to cancel, they will drag out the process so that they can get you to pay for another 1.5 months. They must be hand printing and hand approving cancellation documents and then "moving" them around to other Brinks departments to get them to review and hand approve. I picture a bunch of trained turtles with cancellation papers taped to their shells moving between departments. Will never go back to Brinks. Stay away.
6 years ago
Reply from Brinks Home Security
Darin, At Brinks Home we strive to provide superb customer service and when one of our customer feels that we have failed their expectations, it is important for us to know. I am truly sorry to hear of your recent negative experience when cancelling your services. We do require a 30 day written request to properly cancel the account. With that being said, I have located your account with us and I will be sure sure to reach out to you as soon as possible. - Juana H.
Jul. 2nd, 2019
Nan Prescott Saint Charles, MO
Not very happy right now, takes forever to talk to customer service. I asked for them to send me some inside window stickers, they wanted $5.00 to ship 2 stickers???? 2 round decals in an envelope is $5.00 , after I spent almost $500 for equipment?
6 years ago
Reply from Brinks Home Security
Hey Nan - We're sorry to hear that it took so long for you to get through to a member of our customer care team. If you have any further questions, please reply via 'private response' with the full name and address associated with your account. A member of our care team would be more than happy to reach out to you. Thank you again for your feedback and we look forward to helping you with any further questions.
Jun. 24th, 2019
David and Janet Laredo, TX
Currently I have brinks! PLEASE STAY AWAY FROM THIS COMPANY! I did a mistake on not doing research before changing I had amazing customer service at ADT made a stupid decision and regret in it. For the past months I had a sensor falling out my husband called and they sent me a sensor that was not the right one, he called again and wanted me to return at my own cost and told me the one I need could be replace for $50 dlls. My house it’s not protected for the past months and can’t wait to get out of the contract!
6 years ago
Reply from Brinks Home Security
Janet and David, We are sorry to hear of the recent sensor issues you are having. We strive to ensure each and every customers equipment is running at its strongest. Why? Because we want to you to be Sure Sure your home is protected. We do have a lifetime service plan on all of our equipment and we would like to look into this matter further. We have attempted to locate your account based off of the information provided. If you could please provide us with your name and address via email. We can be reached at and we look forward to assisting you in resolving this matter. -Jacob B
Jun. 18th, 2019
Danzy Chicago, IL
Do Not, I repeat, Do Not Use this Company. My Security System has not been working for Months. They never contacted me to let me know the system was not communicating with them but they were collecting payment every month. When I finally brought it to there attention they agreed to upgrade my system only if we sign a 36 month contract for a higher rate. This company was basically getting paid to do NOTHING.
6 years ago
Reply from Brinks Home Security
Danzy, At Brinks Home we care for your satisfaction and protection the most. We do require customers customers test there system on a monthly basis to ensure there system are communicating. We monitor for emergency signals and will dispatch when those are received. I am happy to look into this further and provide you with a resolution. I will need additional information to better assist you in this matter. If you could please send us an email to and I will be sure to reach out to you as soon as possible. Thank! -Jacob B
Jun. 17th, 2019
Joan Fiser Vallejo, CA
We were with Monitron for a year when we found out it had been bought by Brinks. Our previous service was pretty good, and customer service with Monitron was very good. Our experience with Brinks has been terrible, and I'm shopping around now to switch when the contract ends. If you're thinking about choosing Brinks, do yourself a favor and look elsewhere. There is a reason they have so many negative reviews.
6 years ago
Reply from Brinks Home Security
Joan, Allow me to apologize for your unpleasant experience with our customer service. At Brinks Home we are committed to provide an excellent customer experience and I am sorry if that was not the case. I would like to take a further look into this matter to be able to turn this into a positive experience. With that being said, I was able to locate your account and will investigate this matter. Once the investigation is complete I will be reaching out to you. –Juana H.
Jun. 14th, 2019
Robert W Hicks Murrieta, CA
The tech I spoke to on the phone was very courteous and professional, I was contemplating changing providers and the tech. seemed very knowledgeable.
6 years ago
Reply from Brinks Home Security
Thank you, Robert!
Jun. 10th, 2019
Jack C. Macomb, MI
I will never do business with Protect America ever again!!!!
A company that all it cares about is to make money with "0" customer service!!!
To have a security system is not like having a lease on a car but like having cable, internet or any utility around the house, you don't just stick it to your customers and tell them that we have a 3 year contract!!! I called all the utility companies and comcast telling them that I sold my house and they disconnected no questions asked ...This was not the case for them...People stay away!!!
6 years ago
Reply from Brinks Home Security
Hey Jack - Thank you for your feedback. If you could, please reply via 'private response' with your full name and the address associated with your account. A member of our care team will then reach out to you and help remedy this situation once we can verify your status as an actual customer. Thank you again for your feedback and we look forward to speaking with you!
Jun. 6th, 2019
Jeff Freadrich Saint George, UT
DO NOT USE THIS COMPANY
$29 my butt I have a contract for $35, then they raised it to $45 answer why read contract it in there small print we can raise your price, problem they used other companies equipment, no video camera, no glass breaking montor, still raise to $45 and answer to me was nothing you can do you have contract. STAY AWAY from these crooks,
6 years ago
Reply from Brinks Home Security
Jeff,Thank you for taking the time to leave us this feedback. We apologize if we have caused any confusion regarding the billing on your account. With this being said we want turn this review in a positive one and provide the best in customer satisfaction. I have located your account with us and I will be sure sure to reach out to you tomorrow. -Jacob B
Jun. 10th, 2019
Disgruntled Customer Indianapolis, IN
Terrible consumer service. Brinks monitors it, but everything else is handled by American Defense Systems. You call one number and get transferred four times before getting someone that can assist. My alarm kept chiming and the mobile app kept giving me sensor error messages. I was going to be charged to have someone come out to fix the problem. Definitely not worth a 3 year iron clad contract, that's extremely difficult to get out of and five transfers later to be told to pay upfront or be sent to collections. My first collections, since college and I feel great about it!!
6 years ago
Reply from Brinks Home Security
Hello,
We are so sorry to hear of this recent experience with our customer service. At Brinks home we always make sure we provide the best in customer satisfaction. We do apologize if this was not the case for you, with this being said I'd like to reach out to you and resolve this matter personally. I am happy to look into your concerns further but unfortunately, I am unable to locate an account based off the information provided. If you could please send me a direct message with your name and account information and I would be more than happy to reach out to you. -Jacob B
We are so sorry to hear of this recent experience with our customer service. At Brinks home we always make sure we provide the best in customer satisfaction. We do apologize if this was not the case for you, with this being said I'd like to reach out to you and resolve this matter personally. I am happy to look into your concerns further but unfortunately, I am unable to locate an account based off the information provided. If you could please send me a direct message with your name and account information and I would be more than happy to reach out to you. -Jacob B
Jun. 6th, 2019
David Evans Centreville, VA
representatives are not knowledgeable - different answers from different reps. Multiple meanings for terms such as "monitoring" which sometimes means dispatch on alarm and the times means only put message on main unit. 30 day cancellation policy is really 15 days unless you cancel on-line when it is 14 days!
6 years ago
Reply from Brinks Home Security
Hey David - Thank you for your feedback. We're sorry to hear that you find the terminology to be challenging and/or inconsistent. If you have a chance, please reply via 'private response' with the full name & address associated with your account. Once we have this information, a team member will reach out to you to work through the above-mentioned issues. Thank you and we look forward to hearing back!
May. 23rd, 2019
Steve Brown Pinson, AL
I wanted a price and was told that I would get a call. If I they called, they did not have a name on the caller ID and they did not leave a message. Apparently they do not quote prices over the computer.
6 years ago
Reply from Brinks Home Security
Hey Steve - If you have a chance, could you please reply via 'private response' with the full name and address associated with your account? A member of our team will reach out to you to quote your needs once we know how to contact you. Thank you again for your feedback and we look forward to speaking with you!
May. 23rd, 2019
Cheri Kansas City, MO
I was forced into Brinks as my alarm company as the company I had was bought out. Now still 2 years passed and I cannot use my system unless I bypass the garage door sensor as it has been bad since the system was put in. Brinks wants me to pay for their tech to come out and fix it, plus they want me to pay the past balance which I told them I will not pay as long as my system is not usable. Why should I have to pay my full monthly amount if I cannot use my full alarm. I told them I would find a new alarm company. They are a joke.
6 years ago
Reply from Brinks Home Security
Cheri ,This is the exact opposite kind of experience we strive to provide to all our customers. We will be sure to look into this matter regarding your account, even though we are sorry to hear you are wanting to cancel please allow us to fix this. I have located your account with us. I will be sure to reach out to you to resolve this matter accordingly. I look forward discussing your concerns with you. -Jacob B
May. 14th, 2019
Wendy Adams Thibodaux, LA
UNBELIEVABLY HORRIBLE CUSTOMER SERVICE!! And now i am stuck in a 5 YEAR CONTRACT with a company whose phone system HANGS UP on you after 30 min of holding. Then you have to call AGAIN and get in the que all over again! After doing this for OVER 2 HOURS i had to SET OFF MY OWN ALARM just to get in touch with a human! When i complained and asked for a supervisor i explained the situation was put on hold for another 30 min and HUNG UP ON BY THE SUPERVISOR!!!
6 years ago
Reply from Brinks Home Security
Wendy,This is the exact opposite kind of experience we strive to provide to all our customers. We will be sure to look into this matter regarding your account, even though we are sorry to hear you are wanting to cancel please allow us to fix this. I have located your account with us. I will be sure to reach out to you to resolve this matter accordingly. I look forward discussing your concerns with you. -Jacob B
May. 14th, 2019
Tom Talty Rutherfordton, NC
Strong armed---not customer friendly.
Spent 6 weeks contesting paying an additional 30 days of service when discontinuing...finally received an email from them on Feb 1, 2019 saying I wouldn't have to pay the contested amount and they would cease trying to collect the amount in question. NOW 60 days later they are sending threatening mail again trying to get me to pay.
TOTALLY UNPROFESSIONAL DISHONEST COMPANY.......DO NOT USE THEM !!!!!!
6 years ago
Reply from Brinks Home Security
Tom,This is the exact opposite kind of experience we strive to provide to all our customers. We will be sure to look into this matter regarding your account, even though we are sorry to hear you are wanting to cancel please allow us to fix this. I have located your account with us. I will be sure to reach out to you to resolve this matter accordingly. I look forward discussing your concerns with you. -Jacob B
May. 1st, 2019
Aiham Azoubi Raleigh, NC
Brinks Home Security is the worst service ever, two months waiting on there technician to show up and never showed up , they want me to fix the problem by phone, I called more than 6 times they get me on gold for hours and just wasting my time , just had brake in and lost more than $6000 . I'm a car dealer in Raleigh NC, don't be cheap and use this person
6 years ago
Reply from Brinks Home Security
Aiham,we apologize for the recent experience when attempting to complete a service call. At Brinks Home Security we strive to ensure each customer experience is better than the last. Your satisfaction means the world to us and our customer service team is dedicated to satisfying all of our customers. With this being said, I"d like to look into this matter further. If you could please send me a direct email with the account information to and i would be more than happy to research and resolve this matter amicably. -Jacob B
May. 1st, 2019
Brenda Conlon Vancouver, WA
1.Brinks has been taking more money out of my account monthly then authorized . When I called I was told they do this when they upgrade there equipment. When ask to talk to supervisor because I signed a contract that states one amount for 60 months and they decide to charge me more I'm disconnected . I'm forced to get attorney . thank God I kept my contract .
2. The service works part of the time and when you call no one can help you .
3. Tried to cancel when they switch from alarm .com to brinks and i was told I had to pay 60 months . but they can steal money from me monthly .
6 years ago
Reply from Brinks Home Security
Brenda, This is the exact opposite kind of experience we strive to provide to all our customers. We will be sure to look into this matter regarding your account, even though we are sorry to hear you are wanting to cancel please allow us to fix this. I have located your account with us. I will be sure to reach out to you to resolve this matter accordingly. I look forward discussing your concerns with you. -Jacob B
Jul. 24th, 2018
Tj Glen Burnie, MD
What Customer service? It is the worst ever imagined. When you ask to speak to a manager they give you a bogus excuse as to why you cannot speak to one. In addition, to cancel an alarm you're put on hold and transferred for an extended amount of time, which ends up with an officer being dispatched. I honestly can not wait until my contact is over.
6 years ago
Reply from Brinks Home Security
Tj, We apologize we were not able to give you the best possible experience when speaking with us. We do have a option in our automated phone system to cancel a false alarm if need be. I'd like to look into this matter further, if you could please send me a direct message on here with your account information. I will be happy to assist you further. -Jacob B
Apr. 25th, 2019
Louis DeMark Pittston, PA
The representative I spoke with was knowledgeable and had offers for me, as an incentive, if I chose a particular package
6 years ago
Reply from Brinks Home Security
Thank you!
Apr. 18th, 2019
Amy Baker Decatur, TX
Horrible. Contract issues. They can't tell me how long of a contract I'm in after the switch from MONI. They can't tell me when my contract ends. Sometime they say in 24 months then another rep will say I'm in a 4 yr contract. I've asked them to send me paperwork and they can't. They've changed all my online bills to reflect Brinks and all to reflect that I've lived in the same home address except I've not lived in the same home. The customer service reps do not provide any information. My bills keeps changing. AVOID THIS Company.
6 years ago
Reply from Brinks Home Security
Amy, The experience described in your review is the complete opposite of what we expect from our customer service team. I will be sure sure to provide feedback for coaching as our customer service is a big part of our service. I would love to research this matter and provide a resolution but I have not been able locate your account based off of the information provided. If you could please send me a direct email to and I will be sure sure to reach out to you asap. -Jacob B
Apr. 8th, 2019
LINDA OCONNOR Rocky Mount, NC
Brinks was fine until you want to cancel. They have your payment set up on auto pay and will not send the needed documents to cancel. They say they need 30 days from your signed document to cancel but will never send the document for you to sign. It is absolutely BAD business with days and hours of confirming information to get nowhere!!! I guess that is their way of having LIFETIME CUSTOMERS...
6 years ago
Reply from Brinks Home Security
Linda, We are sorry to hear of this negative experience you had with our customer loyalty team. Please know that we never mean to make any request a difficult one and we strive to satisfy our customers day in and day out. In regards to our cancellation process, we would never keep you cancelling your account as you can cancel at any time. With this being said please allow me assist you further in the matter. If you could please send me a direct email with your account information and I will be sure sure to reach out to you. -Jacob B
Apr. 8th, 2019
B Rayman Knoxville, TN
Terrible customer service and technicians just want to get the installation done as quickly as possible. Our system was moved from our vacation home to our permanent home. The rear access panel and stand are missing. The upper right side of the front panel now does not snap together—damaged during the uninstall. Should be an easy fix but I keep getting transferred to another department and finally back to Power Home Technology where we purchased the equipment (before they were acquired by Brinks). All of this for a few little pieces of plastic.
6 years ago
Reply from Brinks Home Security
Brenda, We never like to hear when a customers installation did not go as planned. We want nothing more than to protect our customers home. In review of the account I see that we have spoke regarding matter. If there is anything we can do to further assist in this matter please feel free to reach out to us. -Jacob B
Apr. 5th, 2019
Tommy Lafayette, LA
I figured I'd just go with Brink's for my cameras since I was already with Monitronics but that was a BIG mistake! It worked fine for a couple months and now either I don't receive the notice for my doorbell cam at all or I get it an hour after they ring it. I have called numerous times for issues with the same thing on my driveway cam but all they do is reset it and it works for a day or so then back to not working. I even call at night and get recording that the offices are closed when they say they are open. What a mess!!!
6 years ago
Reply from Brinks Home Security
Tommy,,Hearing of this recent expiernce with us is the opposite of what we strive to provide our customers. In our customer loyalty department they assist all of our long time customers like yourself with things like upgrades, lower rates etc. We apologize that we don't reach out to customers regarding upgrade because in all honesty most customers love there equipment and reach out to us if they have any concerns or improvement on there level of security. Nonetheless we truly never mean to make any request a difficult one. With this being said allow me to assist you in this matter but I have not been able to locate your account based off of the information provided. If you could please send me a direct email to with your account information and I will be happy to assist you.f you could please send me a direct email to with your account information and I will be happy to assist you. -Jacob B
Mar. 29th, 2019
David Famero Union City, CA
Pushy sales people first time 3 years ago when I opted for another provider they became rude. Last week when I said I need to weigh my options sales lady became high pressure and rude again. This reminded me why I went with another provider last time.
6 years ago
Reply from Brinks Home Security
Hello David - I'm very sorry about your experience with our sales team. You're right - any sales interaction should be a two-way conversation with zero pressure. If you don't mind, could you please reply via a 'private message' and provide a few specifics from your experience? This sort of feedback is invaluable when it comes to the training and development of our customer-facing team members. Again, I am very sorry for your less than ideal experience.
Mar. 26th, 2019
M Silverdale, WA
I cancelled my no commitment account that was originally with live watch an still 2 months later I am still being charged a monthly fee. The cancellation was process by Tyshona B which was confirmed today by Tayia in their billing department. Tayia stayed the account was cancelled 2 months ago., However for some reason it was still “active “ and there was notshe would do about that. Nice work. I had to cancel my CC to get the billing to stop. Maybe the Feds can do something with these people.
6 years ago
Reply from Brinks Home Security
M, We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message on here with your information and I will be happy to reach out to you. -Jacob B
Mar. 26th, 2019
Maria Esponda
After having the service for 3 years I needed to cancel the service. I have been trying to do that since january 2019 and it is impossible to get rid of them. They are committed to keep you as a client and will do anything not to cancel the service. I am still waiting for the cancellation and has been charged for 2 months after I made the first call, Please look for another company that actually respects the clients.
6 years ago
Reply from Brinks Home Security
Maria,We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message on here with your information and I will be happy to reach out to you. -Jacob B
Mar. 26th, 2019
Kathleen Pennington, NJ
This despicable company doesn't deserve anything close to a star but it was the only way I could get access to this site.
STAY AWAY from Brinks Home Security! This company is into ripping off its customers. What an ordeal it has been dealing with this company! They are thieves and I hope they get what they have coming to them - bankruptcy. They're CROOKS!
6 years ago
Reply from Brinks Home Security
Kathleen,Hearing of this recent expiernce with us is the opposite of what we strive to provide our customers. In our customer loyalty department they assist all of our long time customers like yourself with things like upgrades, lower rates etc. We apologize that we don't reach out to customers regarding upgrade because in all honesty most customers love there equipment and reach out to us if they have any concerns or improvement on there level of security. Nonetheless we truly never mean to make any request a difficult one. With this being said allow me to assist you in this matter but I have not been able to locate your account based off of the information provided. -Jacob B
Feb. 27th, 2019
Michelle Bodoin Dunstable, MA
Worst Alarm company in history. The customer service department is awful, wait times and help is hours. They refuse to send technicians out after a system does not work for over a year. Equipment cheap, went through 3 panels in a year and sensors need batteries every 3 months and they fall off as well creating alarms consistently and police at your house.
6 years ago
Reply from Brinks Home Security
Hi there, we’re sorry to hear that you have had so much trouble with our customer service! At Protect America we certainly want to make our customer service experience as pleasant as possible. If you’d like, please feel free to DM us your account details on here and we can get someone to reach out to you. Thank you, and please let us know if you have any questions.
Feb. 26th, 2019
Cynthia Luk El Centro, CA
Horrible customer service! They give you incorrect information when you want to terminate services do they can keep billing you after you’ve cancelled. It’s ridiculous that it can take 2 months to terminate services. Will never recommend a company that’s only interested in scamming you out of more money when you’re not happy with their services.
6 years ago
Reply from Brinks Home Security
Cythia,Cynthia, Hearing of this recent expiernce with us is the opposite of what we strive to provide our customers. In our customer loyalty department they assist all of our long time customers like yourself with things like upgrades, lower rates etc. We apologize that we don't reach out to customers regarding upgrade because in all honesty most customers love there equipment and reach out to us if they have any concerns or improvement on there level of security. Nonetheless we truly never mean to make any request a difficult one. With this being said allow me to assist you in this matter, I have located your account with us and will be sure sure to reach out to as soon as possible. -Jacob B
Feb. 21st, 2019
Keith Pare Austin, TX
Total lack of consistency and information from staff. This demonstrates a lack of training which is reflected in their poor customer service. A product is under warranty, however you will need to spend $85.95 to come out to declare a product defective and another $85.95 to come out and replace it once the new part comes in. I would avoid this company at all costs.
7 years ago
Reply from Brinks Home Security
Kieth, Here at Brinks we not only use , we do have other home automation that are advancing. Allow us to show you some of the exclusive technology we offer that will not only provide you speed and capability but peace of mind as well. I have located your account with us Kieth and I will be sure to reach out to you asap. -Jacob B
Nov. 5th, 2018
Diane Birmingham, AL
Brinks has a scam for “canceling services”. They drag out the process, won’t send DocuSign the first time, say you have to call back to cancel, then keep charging you after services have ended. They bought out Monitronics and service has declined terribly. But it is so unethical to continue charging the credit card on file long after paperwork has been submitted to end. After faithfully paying $50 for over 10 years, they have a scam to keep getting money after you see their true colors and try to cancel. Don’t ever sign up with them!
7 years ago
Reply from Brinks Home Security
Diane,We are so sorry to hear of the negative experience when requesting to cancel your services. Please know that we strive to ensure each experience is better than the next. We never mean to make any request a difficult one. I would be happy to look this matter further but unfortunately I have not been able to locate your account. If you could please send me a direct message on here with your information and I will be happy to reach out to you. -Jacob B
Feb. 8th, 2019
Jan Whetstine Morganton, NC
If I could give a -5star, I would. Stay away from this company!! If you sign up in 2012, they auto-sign you for LIFE!!!!!!!!!!!!!
Trying to charge me for "breaking contract" No way! I signed one time, May 8 2012. for 36 months. as of 1/17/2019, they claim I am still under contract! they are cheating the public, and I for one will NOT let them do this to me. Please do not get involved with these greedy people. And the service has not worked in over a year.
7 years ago
Reply from Brinks Home Security
Jan,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. We have located your account with us and will be sure sure to reach out to you asap. -Jacob B
Jan. 25th, 2019
Chris Staten Island, NY
I got protect america in 2013 for burglary, fire, smoke and carbon monoxide monitoring. Now I find out they no longer do the above in New York, only burglary. My monthly rate remained the same for half the services. Not fair at all. And I purchased all that equipment for nothing. Now I gotta shop for a new security company. Maybe protect america should have renewed there license.
7 years ago
Reply from Brinks Home Security
Hey Chris, we’re sorry to hear about this. At Protect America our customers’ peace of mind while we protect their homes is certainly our priority. If you’d like, could you please DM us with some additional details so that we can look into this? Thanks and please let us know if you have any questions!
Jan. 14th, 2019
john ramos Estero, FL
had too many annoying phone calls from the. Finally I blocked them. Customer should call them if interested. I understand the sales issue, BUT annoying calls sometimes 3 times a day is annoying
7 years ago
Reply from Brinks Home Security
Hey John, we’re sorry to hear that our sales solutions specialists are calling you too often. Our sales solutions specialists are passionate about our security solutions - nevertheless we do respect when you don't want to hear from us! If you have any more problems you can also request to be added to the do not call list via our website. Thanks and please let us know if you have any questions!
Jan. 11th, 2019
