Brinks Home Security: Read 3,870 User Reviews From Real Homeowners

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Thomas Wheeler Pensacola, FL

After using them for 3 years I discovered that their customer service is abysmal when you actually have a problem. For weeks they did not believe that i had a problem when I reported that my panel was occasionally loosing its connection to the web/mobile app. This issue did not receive any attention until I threatened to cancel my service, upon which they sent me a new panel that was supposed to be a drop in fix. That started the nightmare of incorrect configurations poor customer assistance and quite frankly poor attentiveness of the agents. When the new panel when off line for no apparent reason they insisted that it was the result of new wireless devices in the area (the only new device was the panel's installation a week previous to its failure) and that it would be fixed by an external antenna. When i went through the physical troubleshooting with the agent, she realized that they panel was not establishing a cell signal and ignored the error codes that the internal board was generating and insisted that all was well and would be fixed by the new antenna. Upon receipt of the antenna we installed in and the agent then admitted that the issue was with the panel. Thankfully another agent had listened to my complaints and had sent a new panel in case the antenna did not work. The agent then "helped" me setup the new panel and left the siren turn off, the motion sensors configured incorrectly (so they triggered alarms when only doors and windows where armed) and the door sensors where combined so the back door was not triggering the alarm. All in all the experience has been horrible and I wish i had gone with a different provider as this one has been nothing but frustrations and headaches for the last 3 months.

8 years ago

Reply from Brinks Home Security

Hey Thomas, we're sorry to hear about your connectivity trouble with your panel and how difficult it was to get it up and running again. We at Protect America try to be as responsive as possible and strive to solve customer issues in a diligent and professional manner. Thank you for your feedback and please let us know if there is anything we can do to help.

Jun. 28th, 2018

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Rebecca Heltsley Harker Heights, TX

Our FIVE year contract is soon to expire. Currently, we are looking at other companies. Prices have steadily increased. Not all windows have sensors and were told that we would have to pay extra for them. MONI knew this from the very first. The amount that we are/were paying is extremely high, compared to other companies. We feel as though we are paying for a service that definitely has a breach. I will see what type of turmoil we run into upon trying to cancelling!

8 years ago

Reply from Brinks Home Security

Rebecca, Awe we definitely do not want to see you go. Here at Brinks we strive for customer satisfaction and we will provide you with such. i have located your account with us and will be sure to reach out to you to resolve your matter. -Jacob b

Jun. 11th, 2018

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LG San Antonio, TX

I can't tell you how they are as company because we chose not to do business with them. I can tell you however, that their sales reps that go door to door are pushy and rude. It's for that reason that I won't do business with them. If their reps can't respect my decision from the very beginning, then why should I believe that as a company they will respect me as a customer? No company that comes to my door will EVER get an immediate decision from me. I need to research the company and find out whether they are trustworthy or not. Based on the reviews on this site, as well as other sites, the common theme on the negative reviews is that they don't honor their own contract (raise the rate in the middle of the contract), and don't respect a customers decision to cancel service. If it was just one or two reviews complaining about this issue, I would take them with a grain of salt. But after being berrated by a sales person for 30 minutes at my front door, and then reading the common theme of shady business, no thanks. Won't be doing business with this company now or ever!

8 years ago

Reply from Brinks Home Security

LG, This is very concerning to hear of this experience you have had with those door to door salesman. MONI does not have sales representatives that go door to door, and this was likely a sales person from a company that we may monitor for. Regardless, I would still like to express my sincerest apology to the situation. I understand your concern with our company, but let me assure you that we do everything in our power to resolve any and every concerns. Please let us know if you have any other questions or concerns. Thank you, -Jacob B

Apr. 18th, 2018

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Janice Jones Cortland, NY

Some sensors do work front, side and back door. Not the fault of Protect America I am unable to call and activate most sensors [especially my carbon monoxide ] I was attacked by carbon monoxide October 2017 at that time my phone would not work to even call 911, a neighbor found me unable to walk or talk on the porch. Most of the time my phone will not work to call Protect America. I cannot even call Spectrum my cable company as my stalker illegally controls all phone calls to and fro and my internet. Cortland police do not have the equipment to investigate the stalkers electronically the stalkers have to be invested by state police. I have no way to control any communication with outside world stalkers have control of my electric life, and US mail. I would like to sell and move to another state as to cross state line stalking is against federal law. I do hope this review gets out. Many times stalkers do not get up early.

8 years ago

Reply from Brinks Home Security

Hi Janice, we appreciate you taking the time to leave us feedback on your experience. Our customers' peace of mind while we protect their homes is certainly our priority. We would like to correct any problems you may be having with our service. Could you DM us with additional details so we can review your account? Thanks and please let us know if you have any questions

Mar. 27th, 2018

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maverick007 Cold Spring, NY

the best securitycompany so far. Sara N. is a gem. So professional, so organized, knowledgable, so personable. She is the best helper, bar none. She is so thorough and smart!. Everything works and the set up was seamless.

8 years ago

Reply from Brinks Home Security

Thank you for your feedback!

Apr. 23rd, 2019

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Sarah Bettencourt Mesa, AZ

I haven't signed up for services yet because I'm not getting a house until November, BUT they were thorough and honest. They really helped me evaluate Protect America VS other companies.

8 years ago

Reply from Brinks Home Security

Hi Sarah, we appreciate you taking the time to leave us feedback on your experience. We are glad we were able to assist you in evaluating the home security landscape. We look forward to protecting your future home!

-Adam

Feb. 6th, 2018

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Change A. E Seengow Los Angeles, CA

Carl was very responsive with communication. He helped install 20 solar panelson our house. The production is great and we are thrilled with the results. Would highly recommend this company.

8 years ago

Reply from Brinks Home Security

Thank you for your feedback!

Apr. 23rd, 2019

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Susan Arizona City, AZ

I am very satisfied with the service of Protect America. I get notices right when something happens. Also they were very helpful with setting up the system. I feel safe knowing I'm in good hands. Thank You

8 years ago

Reply from Brinks Home Security

Thank you for your feedback!

Apr. 23rd, 2019

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Vanessa O'Neal-Campbell Manchester, CT

Everyone who worked with me from the start of the sale to delivery and then the installation of the alarm system, was very courteous and professional. It made the installment very easy.

8 years ago

Reply from Brinks Home Security

Thank you for your feedback!

Apr. 23rd, 2019

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Elizabeth Cleveland, OH

The representative who called me was extremely helpful and very knowledgeable. They told me a lot of info of which I was unaware. Unfortunately, I could not convince my boyfriend that this expense was necessary

8 years ago

Reply from Brinks Home Security

Thank you for your feedback!

Apr. 23rd, 2019

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Michael Blount Haymarket, VA

Horrible communication with customers. Case in point: it was not until the day I called to cancel my service that I found out I could arm / disarm the system using my phone. I shouldn't be chasing my service company to find out what or if they've upgraded service. How difficult would a blast email have been? Instead ~ they choose to nearly lose a customer. Dumb. EVEN WORSE, (IMHO) ~ Moni does NOT offer discounts to veterans or military personnel. Smart (not!)

8 years ago

Reply from Brinks Home Security

Michael, We strive to ensure our customers are up to date with the equipment and service we provide, and I would like to apologize for the experience you had regarding this matter. We take feedback very seriously and appreciate you taking the time to address your concerns with us. I would love the opportunity to speak with you more in depth. So I may do so, please send us your account information via email to . Thank you, Ashley C.

Jan. 19th, 2018

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James Burger (deceased) Rev. Margaret Burger Beckley, WV

Monitronics /Moni is the worst security system you can have. A request was made to discontinue service because the owner of the home died. That was April 19, 2017. As of this date the service was not discontinued and as the closets relatives, we are receiving an accumulation of monthly charges. We were told the system had to be paid for. So to date the charges are over $350. Do not use this security system.

8 years ago

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Mike Hermitage, TN

Have a problem with system. System has been dead for a month or so, and I have only received one call, automated, from Moni, with no follow up. Called them to update my bill pay and while on phone decided to inquire about my system. Anyway, got in touch with tech support to inquire about system and was told that I am locked under contract and will have to pay to have tech support fix/ replace key pad. They did try to sweeten the deal saying a new system would be free if mine was busted. All of this started with a bad battery, which is rechargeable and only 4 yrs old. Should have researched more when looking into alarm systems. Monthly rates seem to nickle and dime over the last few years as well. There are cheaper options out there with shorter contracts. Seems to me that under such a long contract, with technology changing, I should be able to have free upgrades/ tech support. In the end, what good is a monitoring service if they do not call you when the system goes dark. I have a few months of contract left, will be switching that day. Hope this helps with your individual alarm searching needs. Happy New Year.

8 years ago

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richard aristeo Wildomar, CA

great system, love that is no contract, I get to keep system after 1 year. self install and super easy, monthly service is one of the cheapest. customer service is great. I'm very pleased.

8 years ago

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Swesso

I have had the service for five years, and am so ready to cancel. They keep going up on the price. I had problems with the thermostat, and I had had the service for only a couple of months and they wanted me to pay to have it replaced. I was supposed to be one of their "premier" homes. Then had problems with the smoke alarm going off randomly and the fire dept. kept having to come out. I had that feature turned off. Finally the key pad has stopped working. In order to turn off alarm we have to use our phones. We have re-calibrated it etc.. but it does not work. They wanted to charge me for another keypad. I am paying for services and features that I do not use. The support is awful from this company. Stay Away. I am counting the months until my contract is up! I am praying I can find a company that will buy out the remainder of the contract. I have better security with my dogs! Com on February 2018.

9 years ago

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Cedric Nesbitt

Great company. We had our property serviced the same day be ordered the product. When we called to upgrade, they had someone out that day to service us. They are also cheaper than the competition.

9 years ago

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Kim Phillips

I love dealing with Moni, because no matter what I have called them for, they have always giving me excellent customer service and they have a lifetime guarantee on all their equipment.

9 years ago

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Susan Biard

The salesman and installer were both very helpful. The system has more features than my previous one. They call immediately in case of any emergency and follow up. I'm very satisfied!!

9 years ago

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Brittany Loesch Rockwall, TX

From the sale, through installation, to making adjustments to names on the account after a break up, Moni has been efficient and thorough at every phase. I will definitely consider Moni for all future homes.

9 years ago

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Kathleen E Gillespie Peoria, AZ

The sales people were exceptionally informative and answered all our questions concisely and completely. The services offered were comprehensive and progressive. The installation was immediate and thorough.

9 years ago

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Coty

I have a problem with the timing. I wasn't sure about the company because I dont know how well I am protected. It uses some of the less fortunate costumers as a sales tactic and that is not why I came here to this company. It gives out free samples knowing that the product is harmful. It confuses me while I am trying to fully understant how company works. The directions from associates are rarely acurate which causes reason to doubt the goals of productivity. All this combined with more free samples from untrusted associate freezes my want to participate even tho i do know this company be what I need for a safer more productive life. Bottom line too much contradicting peices pushing and pulling in to many ways.

9 years ago

Reply from Brinks Home Security

Thank you for your feedback. 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!

Apr. 29th, 2019

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Steve Austin, TX

I have been with them since they were Monotronics. I have never had an issue with equipment or service. We test the interactive service every once in a while and never a problem.

9 years ago

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Holly Ware Atlanta, GA

I just love everything about Brinks home security company. My family has used them for 3 generations now and we plan to continue to use this company. They've never let us down and always been eager to address and fix any issues that we may have had.

4 years ago

Reply from Brinks Home Security

Hi Holly! We are happy to hear that you are satisfied with your service. We strive to always provide you with peace of mind and a fast, reliable alarm response when you need it. If there is anything you need, please don’t hesitate to reach out to us. -Jaime

Apr. 5th, 2022

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Wendy Shaw Queens, NY

Never felt more secure since installing my Brinks security system with over the phone support. Great customer service and tech support. Hooked right in with my Google assistant. Affordable monthly plan with 24/7 professional monitoring. Also cellular back up. Two thumbs up!!!

4 years ago

Reply from Brinks Home Security

Hi Wendy! We are happy to hear that you are satisfied with your service. We strive to always provide you with peace of mind and a fast, reliable alarm response when you need it. If there is anything you need, please don’t hesitate to reach out to us. - Jaime

Mar. 4th, 2022

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Luke Swierczynski Waterford, MI

My wife is super into home security even though we live in a good neighborhood. Essentially zero break ins in our area in the last 5 years. System was clean and never caused any false alarms which was a plus, unless I was the one that forgot to type in the code. Ended up eventually switching to a self monitoring system.

4 years ago

Reply from Brinks Home Security

Hi Luke! While we hate to lose you as a customer, we are very happy to hear you had a great experience with us! If you ever have any questions or concerns on reactivating your monitoring service with Brinks Home, please let us know. -Jaime

Feb. 16th, 2022

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Abi Deen Frisco, TX

Brinks Home Security is one of the top company’s to use when it comes to home security. The tech rep that came to install my security system was friendly nice and professional. He got the job done right and in a timely manner. I feel safe and secured with Brinks home security system. Thank you for your services!

4 years ago

Reply from Brinks Home Security

Abi, Thank you for your review. At Brinks Home we strive to provide excellent customer experience and your review reassures all the work we do to achieve that. All of our technicians are trained to provide you with an unforgettable experience. If there is anything else, you need feel free to reach out us and we would be more than happy to assist you. - Juana H.

Nov. 2nd, 2021

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Samarra Miller Fort Lauderdale, FL

The technician was good at explaining and answering all the questions we asked. He took his time to make sure we had a plan that we were comfortable with. He didn't force anything on us, which I greatly appreciated. Informative & Understanding

4 years ago Edited October 29, 2021

Reply from Brinks Home Security

Samarra, we are glad we are doing a great job! At Brinks Home we love to hear that the technician provided the best customer experience, and we are thankful that you shared this with us. If there is anything else, you need feel free to reach out us and we would be more than happy to assist you. - Juana H.

Oct. 29th, 2021

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Anonymous

Our current home security company. Love it called them let them know the battery on my panel is not charging got a new battery in two days also had a tech call to help me install it and help bypass the system during the process so that the services don’t get a call out. They also helped reduce my monthly cost moving forward.

7 years ago

Reply from Brinks Home Security

Anonymous, We truly appreciate you taking the time to leave us this amazing review. We strive for experiences just like this one and we will continue to provide you and all of our customers with this kinda of experience. -Jacob B

Oct. 10th, 2019

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Verified Customer

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Nancy

They have always been there within seconds if my alarm goes off. They call immediately

5 years ago

Reply from Brinks Home Security

Nancy, hearing that you are happy with our service best thing we could hope for! Your feedback means a lot to us. Thank you for choosing Brinks Home Security. Do not hesitate to reach out to us at any time. -Daniela S.

Nov. 10th, 2020

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Verified Customer

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Edward Kasper

Whenever I call, it seems to be after business hours. When I have a problem, I want to discuss it now, not the next day or after the weekend.

5 years ago

Reply from Brinks Home Security

Edward, we are sorry to hear about your experience. At Brink Home Security we strive to do better than we were the day before, and we want to rectify the situation. I have located your account with us and will investigate this matter, and then reach out to you to resolve this matter. – Daniela S.

Nov. 3rd, 2020

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Verified Customer

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Diane Anderson

By accident I set off the alarm they called right away to make sure everything was ok

5 years ago

Reply from Brinks Home Security

Diane , thank you for sharing your experience with us. We hope we have met your expectations and if there is anything we can do for you, please do not hesitate to reach out to us. -Edwin Q.

Nov. 3rd, 2020

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Verified Customer

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Nelson Orozco

Concern about software glitches, a few nights ago a "glitch" cause my garage to open without my command. Had to reset the circuit breaker to reset it. Very concerning.

5 years ago

Reply from Brinks Home Security

Nelson, sorry to hear about your recent experience. I would like to reassure you we are here to help and will reach out to you. -Edwin Q.

Nov. 3rd, 2020

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Verified Customer

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Susan Picotte

They answered questions and spend enough time with me to feel comfortable with our company.

6 years ago

Reply from Brinks Home Security

Susan, at Brinks Home Security we aim to provide the best customer service and we thank you for sharing this experience with us. If there is anything else, please reach out to us, we are here to help. -Edwin Q.

Oct. 26th, 2020

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Verified Customer

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Gregory Baskerville, VA

The equipment is up to date and easy to understand. The servicemen that work for them have been good.

6 years ago

Reply from Brinks Home Security

Hi Gregory, Thank you for the review! Please let us know if we can provide you with further assistance.

May. 1st, 2020

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Verified Customer

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Anonymous Dale, TX

They set it up with me and got it working and I didn't have any idea what I was doing.

6 years ago

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Verified Customer

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Carriel Inman, SC

Answer all my questions and they were really quick. They helped me a lot with set up.

6 years ago

Reply from Brinks Home Security

Hi there, Thank you for the review! We’re happy to hear about your positive experience. Please let us know if we can help answer any other questions you may have about your system.

Apr. 28th, 2020

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Verified Customer

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H Flat Rock, MI

They respond to every questions and were very very helpful and always available.

6 years ago

Reply from Brinks Home Security

Hi there, Thank you for the positive review! Please let us know if we can provide you with further assistance.

Apr. 28th, 2020

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Verified Customer

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Jones Indianapolis, IN

I liked everything they offer. This was easy to do for myself and everything went okay.

6 years ago

Reply from Brinks Home Security

Hi Jones, We’re happy to hear about your positive experience with the installation. Please let us know if we can help answer any other questions you may have about your system.

Apr. 28th, 2020

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Verified Customer

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Daniel Paul

Easy to install. Good people to assist. Ability to add more security in the future.

6 years ago

Reply from Brinks Home Security

Hi Daniel, Thank you for taking the time to leave a review. Please let us know if we can provide you with further assistance.

Apr. 8th, 2020

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Verified Customer

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Craig A. Fritsinger

They kept me aware of the status and followed through on what they said they were going to do.

6 years ago

Reply from Brinks Home Security

Hi Craig, Thank you for taking the time to leave a review. Please let us know if we can help answer any other questions you may have about your system.

Apr. 8th, 2020

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Verified Customer

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Mike

Very responsive to all of my questions and excellent help setting up the system.

6 years ago

Reply from Brinks Home Security

Hi Mike, Thank you for the positive review! Please let us know if we can provide you with further assistance.

Apr. 2nd, 2020

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Verified Customer

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Schahnaz

Because I feel safe and they are very helpful ready to answer all your questions

6 years ago

Reply from Brinks Home Security

Hi there, Thank you for the review! We’re happy to hear about your positive experience. Please let us know if we can provide you with further assistance.

Apr. 2nd, 2020

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Verified Customer

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DT

Ease of use and it gives us a feeling of security when at home and away from home

6 years ago

Reply from Brinks Home Security

Hi DT, We’re happy to hear your system is helping you feel secure. Please let us know if we can provide you with further assistance.

Apr. 2nd, 2020

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Verified Customer

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Allen Las Vegas, NV

Easy to set up and when you call customer support, they are prompt and complete with their answers.

6 years ago

Reply from Brinks Home Security

Hi Allen, Thanks for the review! Please let us know if we can provide you with further assistance.

Mar. 10th, 2020

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Verified Customer

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Richard Fair Haven, NJ

I like the simplicity of this system. Wish they would answer the phone more quickly.

6 years ago

Reply from Brinks Home Security

Hi Richard, Thank you for the positive review. Although we strive to handle each customer with special care and consideration, we do experience high call volumes during peak times. Please let us know if we can provide you with further assistance.

Mar. 4th, 2020

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Verified Customer

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Leroy Greensboro, NC

They understood my immediate need and provided the services in a properly manner.

6 years ago

Reply from Brinks Home Security

Hi Leroy, Thanks for the review! Please let us know if we can help answer any other questions you may have.

Mar. 4th, 2020

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Verified Customer

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Blake Gillespie

customer service is very slow to respond. The text feature to inform you when the alarm is armed or disarmed is not accurate at all, 30 minutes off.

6 years ago

Reply from Brinks Home Security

Hi Blake, We appreciate your feedback. Although we strive to handle each customer with special care and consideration, we do experience high call volumes during peak times. To answer any questions you might have about your system, 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. 4th, 2020

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Verified Customer

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Tammy Ruiz

Their installation process took too long and was incompletely fulfilled. The installing tech failed to install the doorbell and camera compnents.

6 years ago

Reply from Brinks Home Security

Hi Tammy, We appreciate your feedback. To better improve your experience as a customer and answer any questions you have about installation, please send us a “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.

Feb. 11th, 2020

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Verified Customer

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Larry C.

Easy self installation, like to have the system to connect to garage opener as well as home smart lighting system

6 years ago

Reply from Brinks Home Security

Hi Larry, Thank you for the positive review. We’re happy to hear you were able to complete the installation process with ease. Please let us know if we can provide you with further assistance.

Feb. 11th, 2020

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Verified Customer

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Latonya Portsmouth, VA

I had great customer service and I just like the equipment because I know my home is secure.

6 years ago

Reply from Brinks Home Security

Hi Latonya, Thank you for the review. We’re happy to know our equipment is helping you feel secure at home. Please let us know if we can provide you with further assistance.

Feb. 3rd, 2020

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