Brinks Home Security Reviews

Customer service is terrible! The first time we were scheduled, no one showed up and when I called to find out why, their only solution was to reschedule for 2 weeks later. Not acceptable! Today I was on the phone for 1 hour and 27 minutes, transferred from dept to dept before being put back at the beginning of the queue! Then I was given the phone number to tech support and was with them for another 20 minutes! Not happy with an appointment 19 days away for an issue that should have been completed with the original job. I do not have much confidence in this company. I hope service improves and that this is not indicative of the kind of help we will get if we actually have a break in!!

1. They do not honor their 4-year contract. After you sign for a set monthly payment for 4 years, BRINKS will still raise your monthly bill every 6-, or 12-months. 2. They will outsource some of their in-home technical services. The technicians are regularly not in time, and they usually do not bring the required equipment to install or replace. I've had the same technician come 3 times and he still failed to bring the new alarm system BRINKS said they would replace at no cost. Our alarm system has been triggered by accident, and none has cared to call me on the phone. BRINKS is a very unreliable security company.

Stay away from Brink! Brink has fast response to trouble calls like many other companies; however lacks with customer and technical care. My parents activated service the beginning of 2020 and later added cameras. I soon realized that their camera service is not good and consist of a poor configuration of Skybell and Alarm.com technologies that do not work well together or with other major devices which makes technical support a nightmare. The doorbell camera is unreliable often miss recording events and do not work with your computer (seems to only work with smartphones), other outside camera has very bad unrecognizable night vision that's in b/w, neither camera works with Alexa.

I have been a valued customers for years and my whole family uses you guys service ... I had Protect America and then it became Brinks Home Security . My system starting having false signals which was very frustrating . Some times we would set off the alarm nobody would call thank God that we was okay ! I have literally been on the phone since 7am it is now 810 and I'm on hold again . Because everyone keep transferring me to different departments causing me to keep explaining the problem . So finally I asked to speak to a manager and the call never gets there ... this is very frustrating you guys take your money out my account every month and the service is starting to be crappy and customer service and knowledge is not the best !!!!!

I was with Protect America for years, then it was bought out by Brinks. Worst customer service ever! I tried to contact them four times with no success. First was a call to customer service (just need help on a hardware upgrade) twenty five minutes on hold only to get disconnected without ever speaking to someone. Second attempt was text message, got my message response an hour later, only to say we can help with that here you have call customer service. I called customer service again, twenty nine minute wait with the same results, disconnected with out speaking to anyone. I have since canceled my services, which was no small feat in its self, and went with a different alarm company. By the way I had great customer service when it was Protect America!

It went great. Nice and easy. It was a DIY install with the tech on the phone. He was great in explaining and helping every step of the way. I would highly recommend protect America

My disappointment with Protect America is that they started with the monthly billing amount of $19.99 per month and then the bill was increased to $49.99 per month and when I called to tell them that the billing was wrong they said that it always was $19.99 per month and their billing statement is not due 30 days after the closing date. Another disappointment is that the alarm is no longer sounding when the front door opens and the sensor is no longer tripping the alarm. Since I have an adversary who enters my residence using a key that was obtained illegally, the directions were stolen and the password was compromised enabling the trespasser to turn off the alarm. I am not happy with Protect America. My comments are alleged.

I have been with Brinks Security since they the took over Live Watch. It started of with great service until one day I called and said I was building a new house. I informed Brinks about the new house and told them I was taking my existing system with me. I was told no problem. I told the agent that I would need 5 or 6 new window magnetic contacts. I was told the cost would be $14.50 when I went to order the 6 new contacts I was told they were $29.00 each. I asked why the increase of 100% I was told they had no knowledge of my conversation with the agent, and the price is what it is. I am now looking into a new company and new system for my new home. it is not about money it is about principle. At one time I had 2 security systems with Brinks and referred clients to them. I would not do that again, not because of the money but the attitude of the last agent I spoke to. If I could give you a tiny bit of advice CUSTOMER SERVICE.

The install went well. The customer service is helpful especially for the video cameras. The doorbell was simple. YouTube video helped with that. Recommend doing that first before phone appt.

I’ve been with Protect America for 10 years and they’ve always taken care of me. We’ve moved 3 times in that span and it’s easy enough for my son to reinstall it each time. I can’t recommend them highly enough.

These guys were awesome! Shipped out a package and I had a security system setup the next day. Got a great deal with an affordable package and feel safer when I’m out of town. A+ Protect America.

Excellent! I would only recommend having more pamphlets with pictures for installation. Thats all. Other than that, great price for what we're looking for. Agents were very nice.

Protect America has been helping me secure my home for 4 years. They’ve always been helpful at servicing the account, offering support, and upgrading equipment. I trust them completely to keep us safe.

I recently became a customer of Protect America. They sent me a very cool panel and some great equipment. It took about 25 minutes to get it all set up. So far I’ve been very pleased with their professionalism

Customer service was professional, friendly. I have spent hours on the phone numerous times during the month 7 through the rest of my 36 month contract. The self installation initially was fine, no problems. The sensors started to fall from the doors and use was impossible even after having a contractor come to my home to recess sensors. I have had to fulfill my contractual agreement although the system was not working for the last two years plus. They did however offer an up grade which would result in an increase in my obligation, no guarantee the system would work then either. I declined. Customer service has continued to offer to change out the system and offer a gift card, should I upgrade which obviously would change contractual agreement. My contract ends October 31, 2019, no one has offered to term out the contract during this time, nor dismiss the last payment, I bought the system for protection as I am a single grandmother raising my grand daughter and felt safe with a security system, should it work. I am disappointed to say the least. I would have a very hard time recommending this service. One more payment of $41.99 for October and I no longer need to deal with them.

Not happy at all. Want to return it all. I feel very misled and wish we would have gone with ADT. We explained our situation with our teen, what we needed, what we were offered from ADT. The end result was not enough sensors, Keypads, or cameras, and cameras without motion detection. I get alerts when recordings are made but nothing happens in the video that warrants being recorded. I can't hear the door sensors unless I'm on the main floor where it is or I carry it around with me. Ridiculous. I told the sales rep our main concern was a teenager making poor choices and sneaking out and some recent break ins. I don't doubt what we have will protect us from the latter but the camera situation is a joke. I want to return those if not everything and downgrade monthly rate. We can just buy WiFi cameras off amazon.

Think twice before signing a contract with this company. They have horrible automated customer service. Be prepared to go through a series of voice prompts and then passed from one team to another several times if you need any help, while waiting on hold for an extended period of time. Once you realize you don't want a security company that isn't responsive you will learn that Brinks plays games and makes it difficult to cancel. Their website states "Should the time come when you decide that a home security solution is not right for you, it shouldn't be a complicated process. Simply call us" to start the cancellation process then lists quite a few steps you will have to have to navigate to complete the process. When you call the number provided they tell you they can't assist you and you have to call another number that is only open during a specific time, where you have to play phone tag with one individual that isn't motivated to cancel your account.

Protect America provides excellent customer service and a easy DIY installation process with customer support to walk you through it. Protect America provides discounts for first responders and law enforcement.

I've been a customer of Protect America for the past 3 years. Over those 3 years service was fine. I picked Protect America because I was a renter and the system is portable. I now own a home and upon time for renewal started the process of shopping out the best deal I could find along with a wall hanging system because I grandkids that can reach the portable table unit I been using. I described my requirement to the salesperson, they gave me a discounted monthly rate less that what I'd been paying for the past 3 years so I agree to give it a go. The equipment arrived as I was leaving to go out of the country so I called Customer Service and they said I had 30 days so no problem. Beginning Tuesday 7/23, I've called every single day multiple times and spent literally hours either on the phone and/or waiting by it for a call back. During this time I've been shifted around from person to person saying I needed to speak to another department. Last night the rep said if I'd stay he would send someone out to modify the equipment to wall hanging and install at no cost given the excess trouble BUT I'd have to agree to extend another year. Really?!! So I said never mind. This does not work for me. I just want to return and cancel. He said I'd exceeded my right to cancel after I've been calling for DAYS! Today 7/26, I am extremely frustrated. I don't want to haggle anymore. I just want to return the equipment and cancel the contract. According to the website and google, I can do this within 30 days. I'm so angry and tired of the run around. So, this is day 4 and another promised call back from Management. I'd bet money it doesn't happen again. Until this experience, I was happy with their services but after the headache and time spent stressing over this, I will no longer recommend this company or use them ever again. They do not follow through with promises to paying customers.

The service has been alright since they took over from my previous alarm company. However, the customer service is ATROCIOUS! I have been receiving calls, at least 4 each day, from Brinks & I have requested to be taken off of their call list. Yes, I am on the national Do Not Call Registry. Anyway, I called the regular customer service line for Brinks and had a great call w/Nate about the situation. He was to transfer me to a manager and I got Pauline (not a manager) and she was the most RUDE and non-helpful person. Why do I have to continuously give my account information; especially if you are not the person to whom I was to be transferred? After over 5 minutes w/she wasn't going to assist me without giving my information for a 3rd time, I hung-up! Brinks, you MUST do better.

Potential customers beware. Protect Amerca will do anything to sell you the home protection system, but the after sale service is dodgy and unhelpful. Decided to renew my service with them at the end of my first three-year contract with them, and the agent at the time told me she could upgrade me to a better protection system without an additional cost. However, she didn't mention the specs of the new system, and it ended up not being compatible with my house. When I reach out to their agent on the particular issue, the new agent couldn't provide me with any solvable solution. While it is not the new agent's fault, I do feel like I have been lied into signing up another three-year contract. Be careful with them.

All persons we dealt with were friendly and competent. The only reason I did not give 5 stars was that the material we saw implied that the installation was free. In effect, it was free for them as you are the one doing the installation as they walk you through it via telephone.

Very professional assistance on installation. They even sent me a link so that I could get my required local permits. Super nice people at customer service. The polar opposite of ADT

Great customer service with an honest business practice. Frontpoint bashed their competitors to include Protect America, this was very unprofessional. Look forward to doing business with this company.

UPDATE 10/30/2018: Still no real / substantive response from Brinks despite their "Response" to the initial review inviting discussion. SEE ORIGINAL REVIEW regarding terrible customer service ........... They will sell you stuff and promise service, but they are not there to support you if you have problems. UPDATE 10/17/2018: While Brinks' "Reply" to this review may give impression that Brinks would address the issue, the email address they provided returns an "undeliverable" message (and there are only 522 homes in my town, so how legit is their "we can't locate your account" dodge...??) BUYER BEWARE! ORIGINAL REVIEW: This is a company that puts WAY more energy and money into Sales than into Customer Support. When it works, their service is handy for those of us without ready access to internet - based systems, but when you need their help, Good Luck! I was a Livewatch customer that "Brinks" inherited. Monitoring Unit was unable to communicate after I moved - I live in a rural area, so I will allow that cell service can be spotty. I made repeated calls to Customer Service / Tech Support. After multiple calls, misdirected calls ("Press 2" etc. gets you to sales, not tech support) and hours on hold and promised call-backs that came while I was at work (after I specifically stated to call evenings), Replacement unit still did not communicate. After another round of calls and hold times and frustrations, Second replacement unit finally communicates with the monitoring service but not with all my sensors. (all of which were known to them when they shipped the unit, but they failed to properly configure it - they sent me a chip to install myself which I have yet to try) Now, Calls / chats to Billing (hold, wait, disconnected, etc.) to request relief for the months I paid but did not receive service because their stuff could not communicate FINALLY resulted in ONE month "credit" ("It's the best we can do - this is self serve service and you have to work on getting it installed yourself") . Problem was, THEY STILL BILLED ME THE NEXT MONTH! (more calls, hold times, waits and now they promise me they won't forget next month to do the minimum they promised last month)...We shall see. Tried their online chat today and even that has crazy long lag times (must have typed "hello?" and "are you still there" a half dozen times) Their service DOES work well when it is working and is better than no alarm at all, but if you have other options, I would recommend you take them. Unless you really enjoy sitting on hold.

I am customer with Monitronics (now part of Brinks) for over 15 years. At the present time we are thinking of switching. Here is why: Last weekend we had some beeping going on at our panel, some kind of communication issue/problem. Called the number I used for year. Found out that the tech support is not working on weekends. Somehow, called several times again and tried different options. Finally, I got a live person on the phone. However, this person was absolutely of no help and he eventually hang up the phone one me. Monday I called again and instead of the tech support, I ended up somehow with an account manager. She was also not able to help me, but promised me that someone will exchange our panel for a new one. I asked to have someone early Friday as this was the day I was home. The account manager told me to expect a call to finalize the appointment within 24-48 hours. She also offered me two free months and a drop in my monthly fees of a dollar. Today is Sunday and nobody called to set up the time to change our panel. The weird alarm came on pretty much on a daily basis and was sometimes not to cancel. Brinks never called, but last night when it happened again....unfortunately, I was not on my phone. Wonder why they never called when these alarms went off for a week or longer. I am going to call again tomorrow to cancel my service after 15 years!! Monitronics was always there when I called, any day of week, any time of day. This new owner, Brinks, does not live up to anything they promise. Very disappointed with them.

I have been a Monitronics customer since 2001 and have replaced the entire system once and partially another time. The customer service was always marginally acceptable. Now Brinks has taken over and customer service is becoming below acceptable. Monthly charges are increasing and getting a problem solved is a problem in itself. The reason I stay as a customer is that ADT is actually worse by reputation and pricing. Perhaps things will improve but I’m not holding my breath. It may just be an industry norm of poor customer service after the sale.

I filled out the online form to get a quote from Protect America, and received a call within minutes. I was very impressed with the information provided by the sales person, but when I said I was not ready to commit the aggressive sales kicked in. The sales person and manager did not want to take "not yet" as an answer, and got borderline rude. Since then I have received dozens of calls from Protect America, and one email (which I responded to).