Brinks Home Security Reviews
9.3
Overall Score
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!
5 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.
5 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.
5 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.
5 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,
5 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.
5 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.
5 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!!
5 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.
5 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.
5 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
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
