Brinks Home Security Reviews

Brinks Home Security is by far the worst security service I've ever had the displeasure of having. The sales staff that I had pitch the product was the biggest joke I've ever seen, they made it sound like the Security system I was getting was top of the line, and the Doorbell camera was state of the Art, but in reality, it was always setting off false alarms, and the doorbell camera NEVER WORKED. I recently purchased a house out of state, and Brinks wanted me to pay $1,000 to transfer my service, and $350 an hour to check the Brinks Security System in my new home, with a minimum of 4 hours. If I would've known I would be this upset about my security system, I would've invested in Blood Thirsty Pitbulls. I would never recommend Brinks Home Security to anyone. Its not worth the Headaches and Nonsence your going to receive.

I have had Brinks for quite a few years. Recently I moved and bought a new house and transferred the contract. It took months and repeated phone calls to transfer and then cancel the service. I would call and get an answer. Then I would have to call back because the service was not turned off. Then I would get a different answer. I started recording the phone calls and played them back because sometimes they did not have an a record of the call. Most times the information I got was so much against their policy that they would not believe me until I played the recording. Very unreliable. I also got three different answers from three different people on the same 1 1/2 hour long phone call today. Avoid at all costs. Horrible customer service, unreliable service, variable ability to answer questions to to carry out requests for service. The entire point of a security system is to feel secure. I have no confidence in Brinks.

First off, I signed up under another company who I didn't have any negative issues with. Sadly, Brinks absorbed them somehow and I have had the absolute worst customer service ever. I was under a 5 year agreement with the previous company that rolled into Brinks. The price goes up ever 12 months, which I guess I didn't catch when I signed the 5 year contract? Or is this just Brinks? A 5 year contract in any other industry usually guarantees a monthly service fee that doesn't change. To cancel, I would have to pay the entire service fee up front. Their technical support hours are Monday-Friday CST from 8 AM to 8 PM, so god forbid you have an issue any other time during the week. I had a false alarm a few weeks ago and the police stopped by my house. This is the third time one of the stupid sensors kept going off, even though I never open that door and the sensor is not used. I tried calling their technical support line while away at work, verified my address and phone number and the call was disconnected but the technical rep didn't even care enough to call me back. Absolute worst service I've ever had in my life and for $70 a month (started at $60) it's absurd that this is the service we should expect. I hope this company loses all customers and goes completely bankrupt. Do not use. I cannot even trust the system enough to bother setting it since the sensors do not read properly and the company doesn't bother trying to fix anything.

The worst customer service I've ever experienced. My system has been down for months. Constant errors. Alarm beeps 3 times a day whether the alarm is set or not and you have to get up and enter a code to get the alarm to stop beeping. Including 8:05 am every morning. I've logged in more than 12 hours on the phone with their "technical" department. All for nothing. After many phone calls I finally got them to send out a technician. It was a three week wait. Tech said it was an improper install and our board was fried. Nothing he could do. Since I was on a contract I called Brinks and asked for a quote for a new system. Said they would call and email me a quote. It's been two months and I'm still waiting for that quote. Avoid this company and save yourself a lot of aggravation. They'll call and act like they care but they don't. Because you're under contract Brinks is going to get their money whether your system works or not.

THIS IS THE WORST SERVICE EVER!!! AFTER BEING A CUSTOMER FOR 4 YEARS! I HAVE BEEN TRYING TO CANCEL MY SERVICES SINCE JUNE 2019 AND SERVICES ARE STILL NOT CANCELED. STILL BEING CHARGED FOR SERVICES THAT DONT WORK!!! ALL BECAUSE THE UNEDUCATED EMPLOYEES THAT IS NOT ON THE SAME PAGE/PROTOCOL/PROCEDURES IN THE CALL CENTER ENVIRONMENT. THIS IS RIDICULOUS!!! WHEN THE REPRESENTATIVES SEE I HAVE BEEN CALLING SINCE JUNE AND NOW TODAY I FINALLY GET THE EMAIL AND STILL HAVE TO PAY FOR ANOTHER MONTH OF SERVICE WHEN THE BOX DONT EVEN WORK!!! AND I ONLY GIVE THIS ONE STAR TO SUBMIT MY REVIEW. ❌❌❌❌❌I WOULD NOT RECOMMEND THESES SERVICES TO ANYONE❗️❗️❗️❗️❗️❌❌❌❌❌❌AND THE WHOLE REASON FOR WANTING TO CANCEL WAS BECAUSE I WOULD OPEN THE DOOR AND THE ALARM GO OFF 15 mins later. Front door open. HORRIBLE SERVICE❗️❗️❗️❗️ HORIBBLE CUSTOMER SERVICE

This is not a good company. Stay away, BUYER BEWARE. Their customer service is dreadful to say the least. They always have a long wait time but today the wait time was almost 6 hours. Their online help person lied and said it was a 51 minute wait. This was after a 2 day wait for a call back last week and an almost 5 hour wait 2 months ago. Their online person was rude and unreasonable. We have had so many problems with the equipment and have had to call so many times, but their unresponsiveness has been deafening. We are locked into a contract and can’t get out so they don’t even appear to care.

Stay away from Protect America!! Very bad customer service. They do not have customer friendly cancellation policy. If you move you are stuck paying for service that you don’t use no exception. I offer to pay penalty but they refused to help me. They force you find replacement customer. Since I could not find any once who could take over service for me. I ended up paying them a year for not using it. Calling customer service is crazy you are transferred from one rep to another before you could talk to anyone and expect to wait 2-5 hours. There sensor is cheap and it keeps falling. Horrible service. I could give them a rate number it would be negative ( -10)

What i dont understand is my contract was up and they had increased my bill somewhat and i called one day a few months ago to see if i could lower it some and they offered my a small discounted price around $10 off per month, but then made me go under contract for 12 months for a small discount.

After my 3 year contract was met, I tried for 4 months to stop the service. Always a different excuse as to why not. Every time I called, no staff was available in the department that managed disconnections. Contact cannot be cancelled by email or chat or phone call unless you speak with that department (and they are never available!). From day 0 it was a disaster. After 1 year of paying my part of agreement, I found out in my State the law requires I sign and send to the Police a filled form with information, so they can come if my alarm goes off. Well, I spent 1 year without being protected. Sensors fail constantly too. After 2 months without having the service disconnected and them collecting the monthly payments, my only option was to get in contact with my Bank. They did an investigation (I provided dates of calls, chat transcripts and "call order #"), they concluded I was correct and gave me back the 2 months they collected illegally and I thought it all had a happy ending. I was wrong: 2 months later I was contacted again for an outstanding balance equivalent to 2 months of service and then a debt collector agency started calling me. DO NOT USE THIS COMPANY! They are borderline fraudulent!

Trying to cancel service because I am moving. $344 is cancellation fee, 7 months left. Ok. No problem. They want me to wait 7-8 days to receive some letter in order for me to pay my remaining balance, and then docusign a document saying it's been cancelled. Ridiculous!! Take my money, send me a cancellation email! Done. Make it simple. It's 2019. What is so hard about that?? That is not convenient for your customers! We live in a customer service oriented business environment, and you surely have not got that memo. Will never use your services again, and will tell people to be weary of using you.

THIS COMPANY IS THE WORST!! We used to have Monitronics and then these crooks at Brinks Home security bought them over. First of all the sensors never worked, then when they placed the monitor it caused all our kitchen outlets to stop working and our monitor stopped working as well. We finally got a hold of someone to come and fix the monitor and hey just put it in another wall. It turns out that these people extended our contract with out telling us for TWO more years just because they "fixed our monitor". If they had good quality sensors and monitors they would have not had to fix them and it was not our fault that they were defective. We are no longer living in that house and when we called last year to figure out a way to pay off this contract we were told we had to pay over $2,000 or pay it off monthly and the lady offered a $10.00 discount per month. We did not have $2,000 available so we accepted the monthly payments with the discount. Our contract was supposed to end mid 2020. This month our monthly bill went up $10.00 when we called this morning to find out why we were told that the discount was only valid for one year and guess what we RE-EXTENDED your contract until DECEMBER 2021!! The person at the customer service said that when we agreed to the $10.00 discount last year that meant that the contract would get re-extended. This is unbelievable! They re-extend and re-extend with out asking first. We never agreed to re-extend why would we if we are no longer in that house. Our family is in an extremely financial situation here and these crooks are taking advantage of us.

They lock you into a 3 year contract and are higher priced than most. Hard to cancel with long wait time on phone when contacting them. Must pay in full before putting in cancellation notice and then get another month out of you saying they need 1 month notice before canceling.

I have called Brinks at least 6 times in the past two days. I do not get a live person that i can understand, they take forever to verify who i am, and the customer service personnel are borderline sarcastic. I have a camera not working properly, and brinks sent a tech out and stated i need a new one at a cost of about 250 dollars....im then told that brinks isn't responsible, that Skyline security is. Not only that, but instead of telling me that up front, they are accd to the call, going to bill me $50. Why didn't they just say, upfront, that it was a skyline issue? Not to mention no one can clearly tell me what is what or who is who....skyline did the install, but i pay brinks...its a brinks web page and mobile app...but they dont watnt to do the warranty work....skyline keeps sending me back to brinks,.....brinks sends me back to skyline. What a sham this is.

Absolutely horrible . Do not use these guys . Installation was a disaster for both my house and also my business. They came and went kept us prisoners in both our home and also at our business. They were installing at our house till almost 11pm on one occasion . While at our business it took them weeks to get it to work properly and they still have not come back to install 3 sensors in the back of the building . We have contacted them at this point many times . They tell us to call Innovative Home Solutions who is supposed to install and service us in this area. We have called about 6 times already over 2 week period if not more but have not received one single call back . This security system is worthless without sensors . If we get broken into they will be responsible . DO NOT USE BRINKS!!!!!

As soon as I can get a live person on the phone I will be canceling this service. When it was Monitronics it was a great service, Brinks is terrible. I cannot get live support, I could not get help with an alarm going off, and when I did reach someone it sounded like they were having a party in the background and the person on the phone did not care at all that I was having trouble with my alarm. The call center person was not acting urgently, even though the alarm was going off, he was not professional, and when I asked him to hurry up because my dogs were going crazy and I was afraid that the police were on their way, he hung up on me. WORST ALARM SERVICE I’VE EVER HAD!!!!!!!

First the equipment does not allow for owner access and control with a visual of online status. It just says open or closed. Not good and is probably the reason intruders kept coming in my home. No intention of being the neighborhood store or not able to enjoy my home securely. They did not specify 15 calendar or work days to cancel in their contract. They did not respond to my emails to cancel until I submitted a chat they their website notifying them I had returned their equipment. They did not send a cancel link until I quoted their contract. The cancel link is a bill payment link, no mention of cancellation, is a buyout payment request for $1359.00. A RIP off and unethical customer service procedures for nonretainable customers. They need 30 days to cancel. Why is that? It sounds like a financial investment firm instead of a security service. I have not encountered an alarm company that has less than a 30 day return policy.

DO NOT SIGN WITH BRINKS - THEY ARE NOT THERE FOR THEIR CUSTOMERS. They only want your money. I gave them a single star only because I have to. I signed with a company and then received notification that Brinks was my new company. I never signed a contract with Brinks, the original contract was for 12 months with the old company. Due to financial issues, we chose to cancel our service (after paying for it for 1 year). The customer service rep argued with me saying my old company was never affiliated with that company. That we would still be liable for the contract, I called again once they took another month out. They said they could not help me, would not let me talk to a supervisor and said he was the account manager and would help me by waiving the next month and start payments again in January.

Called in and was able to get a system that worked for us very quickly. Happy with the products and service, and would gladly recommend them to anyone.

Let me tell you about protect America have had their service activated for less than 15 days a wireless system having problems with control pad picking up some type of radio, tv,cell phone, something? Called them ask to send they're equipment back 15 day trial right? Well apparently they consider part of the 15 days while its being transported by truck to you in my case 2 separate shipments because they didn't send all the equipment? Took around 2 weeks in transit. Now it's too late to pull the plug less than 15 days after activation. I really question these folks business ethic BEWARE. Customer service is an absolute nightmare. Will update later have prepaid legal going to pick their,brain. Please Beware of this company.

Brinks Company took over our previous alarm company. The monthly payments were automatically debited from my checking account so we did not know it until the control pad broke. My wife called and someone came and replaced it. My wife explicitly asked if their is a fee, and she was told that none, and it is part of the service. We were ok until we sold our house.. A month before the escrow closed, the service was cancelled and I advised the bank to stop the automatic monthly debit. Somehow the account remained active and they continue to bill us for the services that we are not getting. They also sent us a letter charging us $700 plus as a cancellation charge. The contract from our previous alarm monitoring company has long expired and we never had any signed contract with them. Seem like it is impossible for them to accept and understand that are no longer using their services. My wife and I had called many to times to inform them but Nothing work. I am even considering of hiring a lawyer to deal with them

Stay away. Their equipment frequently fails and the customer service is without a doubt the worst in the business. We’ve had nothing but issues with multiple failures resulting in either police or fire personnel showing up to a false alarm. The sent a contractor out multiple times and no change. We haven’t set the system for well over a year - the time period of the fire dept showing up at 2 am for nothing. We were finally fed up and said time to part ways, and we had moved. Offered to split the remaining cost of the contract. Seems reasonable, right? Didn’t use the equipment because of ongoing instability for over a year and we moved. Nope. They weren’t hearing it. How’s that for customer service? Do yourself a favor And go elsewhere.

They called me back last week and we’re very friendly. The equipment came a few days later and we set it up in 30 minutes. I’m happy they helped me keep my family safer!

Brinks took over my original alarm company and I never had any problems until I moved.... I have been on the phone for over 45 minutes trying to get a service call to the new system in the new home due to multiple general alarms and the front door sensor always being in alarm. I am still on hold waiting and will owe my first born in cancellation fees if I discontinue the service with brinks, I have been hung up on, transferred between the same two departments several times and told that I will be charged for a service call due to their equipment failure. After 1 hour and 15 minutes I have the technicians phone number to call and make an appointment, that's right still no firm appointment day or time. Bottom line- Unless you have hours of your life to waste being on hold, enjoy performing customer service for your self, or an unlimited supply of money explore your options for different security companies.

First issue was the smoke alarm that the Technician installed, was way too sensitive or at the wrong location. 2 false alarms, with the fire department arriving in front of my house, could not take a shower and leave bathroom door open after use, the alarm would go off. Next was the payments, I do online payments did not have any problem for the first year. Then when Brinks took over issues started, they did NOT receive a payment, told them that I did do a payment and have a payment confirmation # and my bank also confirms that the payment went through. But NO payment at Brinks end, funny thing some payment went through with no problem and then some didn't. WTF?? Called Brinks, explained the situation - they didn't care, and said that I still have to do the payment. I cancelled the account, Brinks sent by e-mail forms to cancel my account, and I would still have to pay the remaining months of the contract -fine. Last payment still hasn't been "received" yet it's been over a month - now they are calling 4-5 times a day asking for a payment. My payments have been sent online, money has been deducted from my bank account, my bank says the payment has gone to Brinks. So what am I suppose to do??

We had automatic payments with Guardian Security when Brinks took over. We cancelled at the end of our contract. But Brinks continued to bill our account and would not stop. We called and wrote letters for over a year before they finally stopped. However, as soon as they did, we started getting automatic payments from our bank account to Monitronics. We never heard of them before this. We never signed or asked for a contract. We don't have any equipment now except ADT. This company appears to be defrauding us because we are seniors. If you have Brinks I would get out as soon as you can.

Their customer service reps are horrible and rude. Usually they speak in broken english or their grammar is so poor that they probably can't even read the reviews being written about them. This is a worthless service. Just look at the statistics surrounding the effectiveness or need for a home security system. Why would you pay extra money for something that will tell you when your home gets broken into. Super expensive, horrible service, and they change their name every time when they get bad reviews. It has been Brinks, Moni, Monitronics, and there are some earlier names that I can't remember as well. That is all in well under 5 years. Do not ever do business with this company.....no matter what name they go by.

My original security service company was purchased by Brinks within the last couple of years. Never had an issue until then. In less than two years they have lost two of my payments (by check). The first time I gave them the check number and date sent but Brinks insisted it didn't matter that the check was lost in the mail, they insisted on charging me a late fee of $5.00. I asked the agent to waive the $5.00 fee but they insisted they could not waive the late charge even though my payment record was consistantly good. I asked to speak to a supervisor and the agent told me there was nothing he could do to waive the late fee. Jump forward to September of this year. I began receiving calls from Brinks regarding a late payment on around 9/21 but was unable to take the call at work. On 9/23 (Monday) I answered their call and they informed me that they had not received my check. In this call I provided them the date and check number of my payment. That original payment was sent roughly 10 days prior to due date. It was accepted that the check must be lost in the mail. Brinks insisted that I not only pay the past due amount but also the next months amount due plus a $5.00 late fee. I indicated that I would only pay the past due amount and I would send them another check for the next month's bill when it was due and that I would not accept another $5.00 late fee for the US mail loosing another of my payments. The agent said she would note that I was sending a check and if they had not received within 10 days they would call back. The very next morning I received another call from a different agent saying I needed to pay the past due amount plus my next installment. I indicated that I had just talked to them the day before and had sent a check. The agent said she would note that on my account and that no one would call until 10 days had passed. The next morning I received another call from yet another Brinks agent and relayed the story of the previous two calls and that a check had been sent. The very next day I received an invoice in the mail for the past due amount, a late fee and my next installment amount (which wasn't due yet). Two days later (Saturday if you are keeping count) I received a letter from Brinks with (1) the various ways I could pay my account balance (one of which was by check), (2) a copy of my origianl check with the signature line partially torn off and (3) a memo from the US postal service apologizing for any inconvenience this has caused all of which was postmarked 9/23 (the date I first talked to an agent) On Wednesday (10/2) I called the billing department for an explanation of how they could have received a torn check in early September and not noted it on my file even though it was not possible to process due to the signature line being torn. I also asked why did it take them another three weeks to inform me that they had received a torn check versus putting me into the "past due" collection group. The agent I was speaking to didn't seem to care about the frustration they had caused. I asked to speak to a supervisor, the agent put me on hold and came back a few minutes later saying the a supervisor was unavailable but one would call me within 48 hours. Needless to say, that call never came. Oh, one more twist. While I was on the phone with the third agent attempting to get me to pay a bill I had already paid but apparently was lost in the mail, she asked me to do a system test. We did and everything worked. The next time I went to set my alarm, the panel indicated a zone issue with the zone we had tested. So for a couple days we went without security. I finally had the time to call the technical department and after multiple attempts at checking on the sensor in question, the agent indicated there was nothing she could do and that I would need to have someone service my accout for a minimum of $25 dollars and it would likely be another week before a technician could service my sensor. I ASKED THE AGENT IF SHE COULD HELP ME JUST RESET THE PANEL. SHE INDICATED SHE COULD NOT AND THE ISSUE HAD TO BE ADDRESSED WITH A SERVICE CALL WHICH SHE WOULD HAVE THE SERVICE AGENT CONTACT ME. Later in the day, my wife came home (I had not mentioned the call I had earlier in the day) and she decided to call Brinks for technical support. The agent she spoke with told her how to reset the panel, it worked and we are now back in business. I write all of this to help anyone considering Brinks to think twice. The billing, collection and service departments failed miserably all within a week and one-half time frame, all over a lost check. I have mailed ten to twenty checks per week for the last nineteen years. I can count on one hand how many times the US Postat Service has lost my check - two of which was to Brinks.

We signed a 6 year contract at $63 a month and are 4 years in. They sent us an email saying we can upgrade our equipment. I called and for $20 a month more they can update our equipment and add another 36 months. For a total of 56 months and $83 a month. After-all new customers come in at $19.99 for 36 months. What a joke!!! Why send emails to current customers saying you have outdated equipment and only get new equipment for triple the price of a new customer plus extending your contact and yet you are a loyal paying direct payment customer??? Apparently in 20 months we will be finding a new carrier as I am not paying the $1300 early release of contract... Then if you need equipment worked on or someone to come out just because there product isn’t working you will pay even more. Nothing they do is to support there customer and keep them returning except the contract we should have never signed.

My 2 carbon monoxide sensors reached their "end of life". I inquired about purchasing new ones and was quoted $125/each which is about $25-50 more than same units purchased online. They said that included a service call to have a tech "install" (which means install battery, place on wall). I decided to purchase a plug in model (much cheaper) and called to have Brinks disable the 2 units on my touchpad. Was informed that they could not do it via phone, but requires a tech (and $50 service fee) to make the change on my touchpad. Everything with these guys is about getting their service fee. I'm saving the $50 by cancelling my system and going with something with better customer service and more user friendly.

I’ve been with Monitronics for over 10 years. Brinks took over, claims to be #1. There is no way! I tried cancelling service because I was moving, instead I was bamboozled into believing I’d be able to move into my new house and have new equipment installed since all mine in my old house was outdated (10 years old) at no additional charge. I asked them to shut off my service and restart when I move and have everything installed. Nope, I was charged every month. I’m now in my new house with new equipment and was just charged today $ 869!! WTF?? For what? I never okay’d this. This company is shady. Ask for everything in writing and recordings. I will fight this and am cancelling service.

I have been a customer with brinks for 3 years. My contract was up and I wanted to switch to get a specific system that would work for my household as I took on a renter. I reached out to ADT and they sent a tech out to walk my house and give me a recommendation. I was happy that they had what I needed. I called to cancel with Brinks and the agent said she could offer me what I wanted for a cheaper price than ADT. When it came the day to install the tech did not bring the equipment. So I wasted my personal time at work taking off. The second time he came he installed it and rolled out. I could not figure out how to work it so I called technical support only for them to tell me that I had the wrong system. I spend hours on the phone getting bounced around between agents until finally a woman who understood my problem said she would get in touch with the selling agent and both would call me back. Neither ever did. I called back and tried to get in touch with either of them but to no avail. Finally a woman told me she knew I had the wrong system and was sending a tech out to install the correct panel. She assured me that she would explain to him exactly what to do. So now the day before the appointment I get a call that goes to voicemail saying that they were overbooked and my appointment was cancelled because they didn't know what I needed. This is the third day I had taken off of work. I speak to someone about this and she assures me that my system can do that functionality that I want it to and it just needs to be updated. She sent down the update and said it would take one hour. After an hour nothing happens. I call back and am told that I have the wrong panel again. This time I am told that I either need to pay to upgrade my system or if I wish to cancel pay the duration of my three year contract. They said that for anything else I need to get in contact with the person who sold me my system. An agent reaches out to her in email and say she would call me. Nothing. Another agent reaches out through phone. Nothing. Finally a third agent says she walked out to her desk and found out that she was never notified of needing to call me. I asked to speak with her and they told me she was on break, then she was on the phone with a customer, literally any excuse. The person I was speaking with told me the same thing, even if it isn't the system I asked for , it is a working one. She also adds that I never specifically asked for their "Partition Model". She is right, I didn't because I do not know what that is, I just explained what my house set up is and was hoping someone was going to install a system that would work for my home. To fix the problem I either need to pay out the three years or raise my monthly bill to pay for the panel I asked for initially. Long Story Short: Brinks installed equipment that does not do what I asked for it to do and now they tell me if I want the equipment I asked for then I need to either pay extra for it or to get out of the contract I have to pay the full three years. The phone operators are rude and dismissive, I have never been treated so badly and I feel like I got scammed. I will spend the next three years paying for a system that cannot arm a section of my house because they installed the incorrect panel.

Brinks CEO, CFO and COO belong to JAIL. I tried to cancel my account for almost two years they refused to close it until I sold my home. Then they asked me to move it with me HAA HAA. I told them to take their service and put it where the sun don't shine. This is a scam company, they are fraud and they all belong to jail including their employee as a bunch of liars and crooks. Many times they told me they will send me my payment history and final payment mad and their email never show up bunch of crooks and liars Shameka thier account rep should also be in jail. The WORST COMPANY in NORTH American so far.

I would have given a negative rating if it’s an option. I was in contact with their reps 4-5 different times (after being on hold for 30-45 mins and being cut off 3x) requesting to send me my contract but twice I was told they will be sending it to me but a day later still none. I would like to revisit my contract as they extended my contract due to military relocation. If you are a Military member stay away from this company. They don’t have military clause therefore whenever you relocate you either extend the contract for additional 21 months or pay $550 for uninstalling and reinstalling the equipment/service whenever you move. This company has the worst customer service.

This company is terrible at customer service and avoid you when you need to cancel. Their phone tree does not function even when a supervisor states they will get you to que to leave a message for call back. Been attempting to cancel since June..it's now September. Been on hold at least 4 times now at over 45 minutes each...they call back on non-identified numbers so you don't know its Protect America...and all cancellation needs is a form completed that any employee could email but they will put you in a hold pattern to get to the department that CAN do that...go elsewhere for your protection

My complaint is with "customer service" Issue that started it was that we kept getting offline messages. When I called to schedule a technician, I was told the first available appointment was a month away. They have ONE technician for my area. (I live in a city with a population of 2 million!) During the appointment, he replaced our panel and helped set up the codes, etc. It wasn't until after he left that I discovered that he did not reconnect our thermostat and door lock. My husband spent 2 hours on the phone on Friday. They forgot to put us on hold and it sounded like they were having a party. We were old to call another number and that resulted in technical support saying we had to go thru Brinks again. They were literally Googling the same info that I had also looked up. She told him that a technician would have to come back out. My husband said he wanted a return call on Monday (as of 1pm this still has not happened). That brings us to my getting on the phone today . Waited 45 minutes to get the 1st person who transferred me to Technical Support. Waited another 20 minutes before I got someone. While we were trying to resolve, the call was disconnected. I am currently at 45 minutes and counting waiting for technical support.

Note: in the interest of clarity and accuracy, this first paragraph has been reworded since my original posting of this review a while ago today. I should have said that from my perspective they *tried* to cheat me out of $300. I was with Brinks years ago before they went belly up for a while. At one point 10 years ago I discontinued service (I think because one of my apartments went vacant for a time), and when I asked to resume monitoring, it turned out that unbeknownst to me they had been racking up a bill totaling more than $300 for additional monitoring fees that I neither wanted nor knew about. They demanded payment and refused to resume monitoring service unless I paid it. That was years ago and I don't recall the precise details, but the dispute had something to do with them claiming that discontinuing my payments was inadequate notice of no longer wanting the service. Although they were no longer getting autopayments, they just started running a tab that I was unaware of. (If you no longer want a magazine, you just stop buying it.) I was not under a contract, by the way. I recall them being SO difficult and hard-nosed that I hated them with a passion, as I felt they were literally trying to cheat me out of $300+. Plus that was at a time when I was poor as a church mouse and they seemed to be acting like a collection agency going after a criminal. That they didn’t try to legally collect lends support to their not having a convincing rationale. Point is, this is how they treated someone who had been a loyal customer for years; and they lost way more than that $300 by losing my business over this—not to mention the good will they did not enjoy at dinner tables with my friends and acquaintances. I went with a different company with better customer service and did not pay the whopping amount Brinks wanted to collect from me, as that would have constituted thievery by them from my perspective. Later I went with ADT and still later when I needed service for a new property, I learned about LiveWatch and went with them. I was very satisfied with that company. Alas, LiveWatch suddenly turned into Brinks. I don't know if LiveWatch just bought the name, or if Brinks resurrected itself and bought LiveWatch . Seems like the latter, to wit: Last year when I had to call support, I was on hold for 29 minutes before anyone answered. It took 49 minutes just to activate new key fobs. Then I had to call back to deactivate the old key fobs, and was on hold nearly 23 minutes that time. Then less than 2 months ago, they claimed my autopament didn't go through. This after years of being on autopay. For some inexplicable reason, they had suddenly tried to put a payment through on an old credit card that they had on file but that hadn't been used in years. You should see the convoluted conversation require in their online chat to get this fixed. Somehow their own records got really screwed up, and it's disconcerting when they do this with respect to credit card numbers. Scary.

DO NOT USE BRINKS!!!!! Like others, I wish I could give 0 stars. Let me start by saying I work in customer service and am the director of a global service desk with over 200 agents and managers. The most important thing I teach them is to sound caring, positive and helpful. Their smile must be seen over the phone. If you can't do that then the job just isn't for you. Don't come to a job where you are miserable and make your customers feel miserable too. That is what you get with Brinks. Even since Live Watch was purchased by Brinks the customer service is terrible. Super long wait times on the phones, some the technical support staff no very little about about the equipment, so it depends on who you get. You might be running down a rabbit hole that takes weeks to resolve or you might get someone who can get your issue resolved in minutes. But why do we need to call so often? Why do I keep having issues with equipment and service? Notifications stop working, sensors stop working, camera uploads sometimes have poor quality. Customer service is definitely the worst part. They don't know anything and worse don't care. They must have it really tough in their jobs because they are always angry, unhelpful, curt and rude. My call yesterday the manager I escalated to basically called me a liar. I had to tell him what I wanted him to put in the notes word for word just to get my ticket updated. I had him read it back to me so I could be confident that he actually did it. I'm changing services as soon as I can even though I am $$ deep into their equipment.

Started as a customer of Guardian Security in TX over a decade ago. We moved to OK four years ago and the service went down hill from there. Had many months where our equipment wasn't working. They had to install new equipment and I guess locked us into a new 5 year contract. We just finished moving back to TX and guess Brinks bought out Guardian a couple years ago. Our service has been so bad that we want out of our contract, but they are not allowing us to get out of our contract. We've been paying customers for 10+ years, and we either have to pay them all the costs for 22 months (over $600 ) to get out of this contract or pay them new hardware they say is needed at our new house. This is probably the worst service I've ever had with a company. Don't sign any contract with Brinks.

THIS COMPANY DESERVES NO STARS! EVERYONE READ THIS! Stay away from Brinks. Theirs is the worst service and package! I have been paying for 4 months with the cameras not working at all. I do not have the time to call because it takes customer service 2 hours minimum on the phone to "diagnose" what's wrong, and all they will end up saying is "a technician will have to come to your house" to do the work. Just for the trip visit by the technician, it will cost you $50. Any work that needs to be done is additional. I have had three technicians come on different occasions and I had to pay over $200 each time. They would fix it MOMENTARILY but issues begin again in a matter of days! Then I can't find time to sit on the phone with them so I would go with no alarm. I keep paying monthly because they charge you a late fee if you do not pay on time. Yet, their billing cycle is unclear. In other words, everything about this company sucks! I held on from cancelling for 3-4 months hoping that when I get the chance to sit on the phone with Technical Support, they would help me. I spoke to four technicians today and each time I was disconnected. I must say "they just hang up" because they cannot help. If indeed their service is good and they want to help, they would have called me back when the line went dead. They asked for my phone number each time in the beginning of the call saying "will call you back in case we get disconnected." But no one called me back so I had to keep calling back. I spoke to Fernan, Martin, Ashia, and Kia in that order. When finally I decided to cancel, I pressed "cancel service" it asked if I was moving and that they will move my service. Of course I would not , for the life of me, want anything to do with them. I will have to call during regular business hours. People buy security systems for their peace of mind. There is NO PEACE OF MIND with BRINKS! They just keep taking your money with extremely poor service. TAKE NOTE OF THE # OF POOR REVIEWS HERE. Take note also that each bad review, BRINKS IS RESPONDING TRYING TO SHOW THEIR RESPONSIVENESS TO THE POOR REVIEW. If they can clean up the dissatisfaction of their customers when people have had it, they should clean up their act in the front end. Goodbye BRINKS! I will have more peace of mind knowing I have cancelled my service from your company.

It worked ok for about 2.5 years, then it went bonkers. After the control panel was replaced because the battery of the old one expanded, all the sensors started malfunctioning. Even worse, the motion sensors started reporting false alarms. The police showed up at my house for five times in the past 6 months. The waits trying to fix the malfunctions were as bad as all the other people report and they blamed everything else but their equipment, ie they couldnt fix the problems. The straw that broke the camel's back, when a window sensor reported a false alarm. So I decided to cancel since I cannot have the police keep on coming here for nothing. Theyre giving me a hard time to cancel, so I had to call the credit card company and was able to prevent them from charging me anymore for a system I cannot use.

STAY AWAY FROM BRINKS-TERRIBLE SERVICE, HIGH FEES I was a customer for 11 years and always paid on time. Then they forced me onto online billing (or else I have to pay a fee to get a paper bill) and there was always a problem. Suddenly I was getting $5 fees every month for “late payments” when I had set the date in my Chase bill pay over a decade ago and it was always on time. Did they change the due date? Then they raised my rate without telling me and the next thing was I started getting calls from collections - for the $23 that I had racked up in the bogus late fees. Yes, collection calls for 20 bucks, to a customer of over a decade. It seemed the amount I had been paying was suddenly varying every month so the set amount I had scheduled to pay every month from Chase was never enough and I had to log in every month to see what the new amount was or get hit with fees. The amount was always the same when I had paper bills sent though and I barely even had to glance at them cause I had the bill on monthly autopay from Chase. Seems like they were just trying to generate additional fees. It never made any sense to me why the amount was never the same each month after switching to online billing and it was an extra hassle to have to log in each month to find the mystery amount and then log in to the bank to change the amount there also. So I called to cancel and they suddenly offered to cut my rate in half (existing customers, take note - you are paying twice what you should!). I just wanted to cancel though so I esigned the cancellation and then they BILLED ME FOR AN ENTIRE MONTH AFTER THE CANCELLATION! I sent the cancellation on August 12 and they billed me a full month for 8/11/19-9/11/19 because they can’t prorate their bill for one day?!!? I missed the new cycle by ONE DAY and I had to pay for a whole month. I complained and they told me I have to pay it - zero help from customer service. Absolutely ridiculous. Don’t get involved with this company!

Pathetic customer service. They are all cheaters, i have been struggling to move my service ( which is under contract ) from my old house to new house and it been 3 months now and they have not transferred it. I am still being charged , even though no service is being provided. Every time i call customer service, all they talk about is increasing my contract period for my new house. I don't know why they want increase my contract for 2 additional years when they are not providing any equipment. !!!! PLEASE be careful and don't fall into their trap. Don't sign any contract before you read it carefully. I am paying $ 550 to end my contract, i can't take it anymore with this company. All they gave me was Stress and NO SECURITY.

I have never experienced such HORRIBLE customer service, if you can call it service. We have had numerous problems since they bought Guardian. The latest problem has been alarms that show a low battery. We have replaced 3 batteries in less than three weeks. The alarm went off last night and tech support gave us directions of what to do an d said if it happened in the next 2 weeks we should call back and request a tech come to check the sensor. It wasn't 10 minutes before it went off again. I called today and another tech had totally different directions including removing the battery. I can't get on a ladder due to a bad back and said I would have to call back when I could get someone to get on a ladder. I was so frustrated that I called to talk to customer service to get a tech out to my home. I was on the phone for 1 1/2 hours with someone who said she had to go through certain steps. Finally, I got her to get a tech, and he is supposed to call me in about one hour. I WOULD NEVER RECOMMEND BRINKS TO ANYONE CONSIDERING A HOME SECURITY SYSTEM, NOT EVEN MY WORST ENEMY. I AM GOING TO GO FURTHER TO SAY, IF YOU DECIDE TO GO WITH THEM, YOU CAN NEVER SAY YOU WEREN'T WARNED. AGAIN, WOERSZT CUSTOMER SERVICE I HAVE ENCOUNTERED IN MY LIFE AND I AM 75 YEARS OLD!!!!

The systems internal battery kept dying and they kept charging me to replace the battery which is expensive. So I got fed up and tried to cancel and they made me jump through hoops to do so. They claimed to have called me and said my voicemail was not set up so they could not leave a message, I did not have any missed calls from them and I have had voicemail for years. Then the people on the chat function on their site cant help with cancellations ( how convenient) and said they will have someone call. No one ever called. Then I call customer service again and the person that answers cant help me and says they have to transfer me..I wait on hold forever, and then I leave a call back and no one calls. So frustrated. Buyer beware!

I was a pleased Monotronics customer for 10 years at which time Brinks came into the picture. Immediately Brinks wanted to charge me $4.00 a month just to send me a monthly statement. I declined. Businesses don't operate like that in this country. I set up automatic payments for my current billing rate to be sure they got their money at the end of each month. I could have tried monitored my account on their website but that never worked. When I was trying without success to manage my account on their site I called, actually got a person to talk to but they were clueless as to why their website was nonfunctional. So without any means of communication in place these "security professionals" changed my billing rate and did not extend the courtesy of telling me (Recall that they require extra payment to convey billing information to you). I finally found out about all this in a snarky letter stating that I'm delinquent and am at risk of losing the service (PLEASE BRINKS, CANCEL MY SERVICE!) and they would attack my credit rating. These are the worst people to deal with!! You can't seem to speak with anybody anymore. Telephone waits are ridiculously long. They must think that all I have on my schedule is to sit on hold, catering to their inept style of doing business. As far as canceling the service, rather than go thru all this nonsense of registered letters and emails blah, blah, blah, just shut down the auto pay and they should get the message. My credit rating will survive the attacks of a known inept operation like Brinks. AVOID BRINKS AT ALL COSTS. YOU ARE BETTER OFF WITH NO MONITORING RATHER THAN DEALING WITH THIS DYSFUNTIONAL, BUNGLING OPERATION! I hope Brinks is reading these abysmal reviews and finds new management before it is too late. Looking at these posts Brinks will not be around much longer. Everything I've read on the Best Company site about Brinks is consistent with my experience with them. THEY ARE HORRIBLE. AVOID! Brinks must realize consumer advocate organizations exist that can put an end to their devious tactics. I just found out that Brinks Home Security is in bankruptcy. And these crooks think they can ruin my credit, DO NOT DEAL WITH THESE PEOPLE!!

Do not sign with Brinks. Absolutely horrible customer service. How they claim to have a customer service award from JD Power and associates is beyond me. Be prepared to be on the phone for a minimum of 40-60 minutes every time you call in. Your issues are never listened to or handled without multiple calls to supervisors if they even do anything about it. They never respond to emails for the supervisors either. Everyone is so rude, unhelpful, and unprofessional . I’ve had so many issues with my equipment. Even when things haven’t been compatible they would not refund me for it. Technicians sent out were completely incompetent. Any time you call in about anything they extend your contract. I had a 3 year contract that expired in 2017 and yet here in 2019 they tell me that I still have 2 years or have to pay $1250 to cancel it.

Honestly, Brinks home security was better when it was LIVE WATCH ! Then Brinks must have bought them out and the customer service and tech support is totally terrible !!!!!!!!! Called tonight to get some tech support for my panel and it said it was going to take 10 min, I was on hold for 33 min. Finally hung up and called sales.... of course sales quickly picked up within 4 sec !!! they said they had to transfer me to tech support. Was on hold again for 34 min.... Says alot about a company that just wants sales but doesnt give a rats behind about their current customers !!! Looking to switch immediately !! Wasted a hour of my life on a company that is supposed to be protecting me !!! What a joke !!!!

My mom has Brinks service (formerly Monitronics). Our latest, among many, issues relates to the system alarm beeping every few minutes. We were told that the issue related to the battery so we ordered a new battery. In the meantime, for almost 1 week, the system was inoperable (unless she wanted to listen to it beep every few minutes). After installing the battery, it was established that was not the issue. A representative ran a test and determined "faulty equipment". Okay, but why wasn't that done during the initial phone call...perhaps to charge us $30 for a new battery? Today, a technician was scheduled to look at the equipment. The technician was a no-show. Also, every time we call Brinks, we wait a minimum of 20 minutes to speak to a rep. Did I mention, no rep can seem to determine what equipment my mom has in her house? For those of you that have called customer service, you will know that they confirm the email on file every time.....every time! But they don't know what equipment their customers have. Please, spare yourself or anyone else the aggravation of using Brinks!!!

First let me say the customer service from this company was horrendous Signed a five year deal they installed cameras that stopped working in three months called them and they said nothing could do but charge a service fee and we could buy new cameras Then called for additional items again wanted service fee for cameras plus install on fees and the highest price in the marketplace Finally tried to cancel service after contract up On hold 40 minutes when customer service came on tried to keep our business by offering deals after declining all of them they informed me needed to be transferred to cancellation department another half hour wait I finally gave up and hung up I then tried their texting option on their website and after they tried to entice me with more offers finally said could not cancel via the texting option and sent me to cancellation dept After another who knows how long wait finally got to cancellation dept but not after being bombarded with again offers I did not want they explained they would send a cancellation email which I had to look for then follow the link on that email to cancel Which took upwards of two weeks for both of those I jumped goose hoops and imagine my surprise when they chartered another payment to my credit card Now absolutely fuming I called customer service and read them the riot act this finding out that the length of time that all these emails calls hoops etc took went into another billing cycle So now today almost month later I receive a bill for $7.30 I will this company is the worst and petty by nickel and diming customers over charging and making cancellation as hard as possible Please do yourself a favor do not use this company by any means

Horrible company. Zero quality customer service. I fulfilled my 60 month contract to the letter. Cancelling has been a nightmare. Multi steps to cancel, cannot do it online, mandatory holding period so Brinks can suck one more payment out of you. All this after faithfully and stupidly paying $50 month for 5 years. A couple more weeks and I’ll be free on Brinks forever. If you decide to cancel save EVERY piece of paperwork they send, document every call. This company cannot be trusted to do the right thing. My first call to cancel I was on hold for 36 minutes. Out of curiosity I called back, pressed the number to set up a new account, and was connected to a live person in less than a minute. Come on Brinks. You’re better than this. Quit trying to rip people off. Only today, a few days before my final monitoring day, I receive an email from Brinks telling me if I stay my fee will drop to $12.99 month (from $50+) and they’ll throw in a free security camera. Really. Get a clue Brinks. Had your customer service been more courteous from my first call, and offered me some incentive to stay, I gladly would have. Too little, too late.