Brinks Home Security Reviews
6.9
Overall Score
Tyler W Parkville, MD
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.
7 years ago
Reply from Brinks Home Security
Tyler, At Brinks Home Security, your satisfaction means the world to us. Thank you for deciding to stay with us over ADT, it does mean a lot to know we could keep another customer protected. We never want for a customer to feel as if they have been scammed by any means. It is our duty to our customers to protect there home and provide with the best possible customer experience. With this being said I have located your account with us and I will be sure to look into this issue further. I will reach out to you by Thursday this week with a resolution. -Jacob B
Sep. 30th, 2019
Robert Safadi Lawrenceville, GA
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.
7 years ago
Reply from Brinks Home Security
Robert, We would never mean to make any request a difficult one. Our goal is provide the best in home security and a great customer experience to match it. We apologize if this was not the case for you and we want to ensure we provide feedback to the parties involved. We have located your account and will begin to investigate these concerns further. -Jacob B
Oct. 1st, 2019
Aprille Vacaville, CA
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.
7 years ago
Reply from Brinks Home Security
Aprille, At Brinks Home we strive to provide excellent customer service and I am truly sorry if this was not the case. We are a military friendly company and we do have a military clause. As long as the accurate paperwork is provided, we never hold anyone to their agreements. If there was any form of miscommunication or misunderstanding from our end, we would like to rectify that. If you could please send me a direct email to with your account information, I will be more than happy to reach out to you. – Juana H.
Sep. 26th, 2019
Tim Poplar Grove, IL
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
7 years ago
Reply from Brinks Home Security
Hi Tim, We appreciate your feedback. At Protect America we strive to handle each customer with special care and consideration. To assist with your contract please reply via ‘Private Response’ with the name and address associated with your account. Once we verify you as a customer, one of our Accounts team members will reach out to you.
Sep. 17th, 2019
Holly Hopkins San Antonio, TX
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.
7 years ago
Reply from Brinks Home Security
Holly, We strive to provide the best in customer service so all of our customers are satisfied with us. We are so sorry to hear of this technical issue, please know that we never mean to prolong any issue a customer is having. I am happy to look into this matter further and provide you with a resolution. I have located your account information with us and I will be sure to reach out to you Friday. -Jacob B
Sep. 17th, 2019
AnnoyedByBrinks Chicago, IL
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.
7 years ago
Reply from Brinks Home Security
Hello, At Brinks Home we strive to provide customer satisfaction and hearing of this experience is alarming to us. I would like to apologize for any inconvenience this matter may have caused you. Please know that at Brinks Home we are committed to be fair and honest with all of our customers. I’d like the opportunity to take a further look into this matter, but I was not able to locate your account with the information provided. If you could please send me an email at I would be more than happy to reach out to you. – Juana H.
Sep. 13th, 2019
Matt Aurora, CO
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.
7 years ago
Reply from Brinks Home Security
Matt, At Brinks Home security our customer service is everything and we strive to ensure each and every customer love the interaction. We apologize that you are had to endure this negative experience with us. Please know that we take this matter seriously as all others because we do care about doing right by the customer. We want to investigate this matter so we can provide further research and coaching for all of the perspective agents/managers involved. Unfortunatley we have not been able to locate your account based off of the information provided. If you could please send us a direct email to , with your account information and we will be more than happy to reach out to you with a resolution to this matter. We want to thank you for posting this feedback so we can work towards an awesome customer experience. -Jacob B
Sep. 10th, 2019
Todd Cedar Park, TX
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.
7 years ago
Reply from Brinks Home Security
Todd, We are sorry to hear that you had this kind of experience when contacting our relocations team. We of course never mean to make any request a difficult one. In regards to having to purchasing a new system, we do allow all of our customers to take the system with they as it does belong to them. If the system was left inside of the home and you want to transfer the services then we could of course provide you with a new one. I am more than happy to look into this issue further and provide you with a resolution. If you could please send us a direct message to , with your account info. I will be more than happy to reach out to you asap. -Jacob B
Sep. 6th, 2019
EPajarillo Columbus, NJ
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.
7 years ago
Reply from Brinks Home Security
EPajarillo, We never like for a customer to feel like like we deserve zero stars. Our customer tech support team is dedicated to assisting customers with there service by making sure they are working to the best of there ability. To hear that you were disconnected on, is simply unacceptable and we will be investigating this matter further. With this being said, I have located your account with us and will began my investigation to your account then reach out to by Monday. Thank you for providing us with this feedback, we strive to ensure our customers are satisfied and we will do what we can to resolve this matter as amicably as possible.-Jacob B
Sep. 4th, 2019
shebang Long Branch, NJ
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.
7 years ago
Reply from Brinks Home Security
Shebang, At Brinks Home Security we strive to provide customer satisfaction. Our technical support team is dedicated to assist our customers with trouble shooting in hopes to resolve the issue and I apologize if this was not the case. We are sorry to hear that you would like to cancel your services with us as we value you as loyal customer. I’d like to take a further look into this matter to provide you with a resolution, but I was not able to locate your account with the information provided. If you could please send me an email at I would be more than happy to reach out to you. – Juana H.
Sep. 10th, 2019
EW Maple Valley, WA
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!
7 years ago
Reply from Brinks Home Security
EW, We are so sorry to hear of this issue you are having with your billing. We of of course never like to hear when our customers are wanting to end there protection. This being the reason we offer long time customers like yourself a reduced rate to ensure you stay protected in your home. In regards to your final billing, this is something that is specified in your agreement. In addition this isn't for the billing ahead one month but billing in the rears. All of our customers receive there first month free and are charged for that last month again in the rears. Nonetheless we would never want for a current nor passed customer to feel this was so with this being said, we ask that you send us a direct message with your account information so we can investigate this further. -Jacob B
Sep. 4th, 2019
Skero Charlotte, NC
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.
7 years ago
Reply from Brinks Home Security
Skero, Our relocations team is a dedicated team that thoroughly completes our customer relocations. We are sorry to hear that there was an issue with your relocation process. We never mean to make any request a difficult one and we want to investigate this matter so we can resolve it amicably. If you could please send us a direct email with your account information so we can look into this. We will filled with joy to reach out to you and resolve this matter. -Jacob B
Aug. 21st, 2019
Dick Salt Lake City, UT
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!!!!
7 years ago
Reply from Brinks Home Security
Dick, We are sorry if there is anything we have done to make your experience with us negative. We would love the opportunity to make this right, if could please send me a direct email at with your account information. I would be more than happy to reach out to you. -Jacob B
Jan. 17th, 2019
Dana Lynch Ft. Washington, MD
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!
7 years ago
Reply from Brinks Home Security
Hi Dana,
We appreciate your feedback and to further assist you with your account if you can, please reply via ‘Private Response’ with the name and the address associated with the account. A member of the Accounts team will reach out to you once we can verify you as a customer.
We appreciate your feedback and to further assist you with your account if you can, please reply via ‘Private Response’ with the name and the address associated with the account. A member of the Accounts team will reach out to you once we can verify you as a customer.
Aug. 30th, 2019
Michael Fuss Jr Madison, AL
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!!
7 years ago
Reply from Brinks Home Security
Michael, Oh no! I am taken back by your review as it is the complete opposite of what we strive to provide all of our customer. Here at Brinks Home we care about your satisfaction and would do anything in our hands to ensure of it. Allow me to apologize for any inconvenience this matter has caused you and has resulted in you wanting to cancel your services. I’d like to take a further look into this matter to be able to provide you with a resolution. I have located your account with the information provided and I will be more than happy to reach out to you tomorrow. - Juana H.
Aug. 28th, 2019
Megan Fresno, CA
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.
7 years ago
Reply from Brinks Home Security
Megan,We were given the award by J.D power because more than 90% of our customers are satisfied with our services and this is in comparison to the all of the top security companies. Our technical team can become very busy due to the lengthy time it takes to resolves technical issues customers have. We are sorry that we were not able to get to you as quickly as we like to serve our customers. I would like to look into and resolve your technical issues you are having. If you could please send us an email to with your account information, we would be happy to reach out to you and resolve this matter. -Jacob B
Aug. 28th, 2019
jubraa Middletown, PA
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 !!!!
7 years ago
Reply from Brinks Home Security
Jubraa, We are still the same great company, Brinks did not buy us out as we simply rebranded our name for better name recognition. Our technical team can become very busy due to the lengthy time it takes to resolves technical issues customers have. We are sorry that we were not able to get to you as quickly as we like to serve our customers. I would like to look into and resolve your technical issues you are having. If you could please send us an email to with your account information, we would be happy to reach out to you and resolve this matter. -Jacob B
Aug. 28th, 2019
Cheryl Sandwich, IL
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!!!
7 years ago
Reply from Brinks Home Security
Cheryl, I am truly sorry to hear of your recent experience as it is the complete opposite of what we strive to provide all of our customers. We appreciate you provided Brinks Home feedback regarding your experience as it helps us implement process improvements and coaching opportunities were needed. Our technical support team is dedicated to assist our customers with troubleshooting in hopes to resolve the issue and I apologize if this was not the case. I would like the opportunity to take a further look into this matter to be able to resolve it. If you could please send me an email at with your mothers account information. I will be more than happy to reach out to as soon as possible. – Juana H.
Aug. 23rd, 2019
Todd New Port Richey, FL
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
7 years ago
Reply from Brinks Home Security
Todd, we are sorry to hear you would like to cancel the services with us. At Brinks Home we never mean to make any request a difficult one. In regards to the cancellation of your account, we do require a 30-day written request to properly cancel the account. The reason for the final 30 day billing which is always prorated is because when customer start there service they aren't charged for the first month of service. I would like the opportunity to take a further look into this matter and provide feedback to the agents involved in this matter. If you could please send me a direct email to with your account info, we will be happy to reach out to you. -Jacob B
Aug. 23rd, 2019
Tom Virginia Beach, VA
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.
7 years ago
Reply from Brinks Home Security
we are sorry to hear you would like to cancel the services with us. At Brinks Home we never mean to make any request a difficult one. In regards to the cancellation of your account, we do require a 30-day written request to properly cancel the account. I would like the opportunity to take a further look into this matter and provide feedback to the agents involved in this matter. If you could please send me a direct email to with your account info, we will be happy to reach out to you. -Juana H
Aug. 21st, 2019
Lulu Texas City, TX
HORRIBLE STAY AWAY PLEASE... AS of 08/16/19 I'm still dealing with this nightmare!!
I've contacted the person that replied BUT WITH NO REPLY FROM THEM EVER SINCE!!!!!
I am formally requesting for the third time that; the money taken from my account for the second time in less than ONE WEEK is refunded immediately $--- and the overdraft fee $----- from the first unauthorized transactions that according to your statement was taken out by according to you MR. E immediately.
Since the service or even installation never started nor took place. I told you clearly that I do NOT want to do business with a company that has lied to me since day one.CANCELLED EVERYTHING!!!!!! AND NO I DO NOT ACCEPT THE SO CALL " 5 MONTHS FREE THAT YOU OFFERED ME TO KEEP THE SERVICE"
I've contacted several times since yesterday 8/8/19 and left messages for you to return my call, and provide your supervisor contact information without any response from you or anybody from the company you represent (BRINKS).
7 years ago
Reply from Brinks Home Security
Lulu, We would never mean to make any request a difficult one. We have a dedicated customer service that can clear up any billing issues that you may be having. I want to look into this matter further and provide you with a resolution to this matter. If you could please send us an email to and I will be sure to reach out to you. -Jacob B
Aug. 12th, 2019
John Phenix City, AL
This is more about their customer service which is so bad that it is almost laughable. Bottom line up front, this company is NOT military friendly. Brinks told me (I have the conversation in text) that military clause would cancel the agreement when I initially signed up, however, when trying to cancel, their "correspondence" who cannot be reached by anyone including account managers who work Brinks in anyway other than email said that they only honor military orders that place service members where Brinks cannot provide service. In addition, I was told that even deployment orders may be "possible" to qualify in cancelling contracts. This company should be blacklisted for service members. Completely dishonest and unprofessional. Tell you anything is possible to get you to sign up and do everything to trap you in.
7 years ago
Reply from Brinks Home Security
John, We certainly our a military friendly company and we do have a military clause. As long as the correct and accurate paperwork is provided we never hold anyone to there agreements. I would like to investigate this matter and clear up any confusion. If you could please send me a direct email to with your account info, I will be happy to look into this and reach out to you. -Jacob B
Aug. 19th, 2019
Lee Parkersburg, WV
I added multiple cameras BUT WAS NEVER TOLD it would require increasing my upload speed. In fact I asked EVERY TIME they said it FINE more than I needed. I have spent hours and HOURS on the phone trying to figure out the problem. They just want you to buy cameras don't care if they work right or not. Told me my first camera would work with smart phone and it was free. Neither was true. Told me to buy a DVR to make it work. Also not true. Told me today I needed a booster. Again NOT TRUE as all cameras are less than 30 feet from the modem. Basically GOTCHA SUCKER is what I would say about Brinks customer care.
7 years ago
Reply from Brinks Home Security
Lee, We are so sorry to hear of this recent experience with us. We strive to ensure satisfaction from all of our customers. We never want a customer to feel like they are given incorrect information. We want to look into this matter and provide coachings to the agents involved as well as resolve this of course. If you could please send us an email to with your account information. Once this is done, we will be more than happy to reach out to you. -Jacob B
Aug. 16th, 2019
D. lab Spanish Fork, UT
This place sucks. We had a commercial account. The equipment never worked right. Calling us with false alarms one entire night by automated calls with no way to stop it when we called them. We had no contract as we were with Monotronics who was bought out by them. I tried three separate times to cancel being assured that it was, yet they still billed me this morning. Three separate calls and over 1.5 hours this morning combined wait time to be told it wasn't really cancelled the first or second calls made 20 days ago but was "expedited" on the last day of the month. Then to be told "it takes 30 days" SCAMMMERS is what you are. Plain & simple. You did it that way to get one more monthly payment. DO NOT USE THIS COMPANY. There are much better choices.
7 years ago
Reply from Brinks Home Security
D lab, Hearing that a customer wants to cancel is never good in our eyes. We strive to be the best home security provider our there. In regards to being bought out, this is not the case. We still are Moni/Monitronics as we only rebranded to Brinks Home Security. There is a cancellation policy that you did agree to upon starting the services. The reason for this policy is so we are able to notify, your local municipalities that you are no longer being serviced. We apologize if that as caused any inconvenience and are happy to resolve this matter. If you could please send us a email with your account information to with your account info, we will be happy to reach out to you. -Jacob B
Aug. 16th, 2019
LGable
3 yr contract = expire Apr 29 2019- May 2018 get a False Fire Alarm due to their crappy equipment (per Fire Chief). False Alarm penalty $160.00. That no responsibility. Got and sent in my "Cancellation Nov 2018 - to stop Apr 28, 2019." They hounded me from that point on. Numerous emails and calls back and forth.. never agreeing to go past Apr 29/2019 (I have ADT installed Apr 29, 2019) .. April and May and June no further withdrawal from my bank account,.. then June 17 they took payment of $6.31 and July 16 $26.20 .. Speak to rep (said I extended my contract.. liars!!! then to Supv CHRIS (July 17) who said "Sorry will have funds return to your bank account".. 17 Business days later and no refund!!.. Called and spoke with Angel.. he says "Chris put comment on the account that customer extended contract" ... CHRIS did not call me and advise that BRINKS would NOT be REFUNDING.. Lying, Deceitful Thieves.. I will be going to my bank to have these withdrawals reverse .. and stop this greedy lying bottom dweller company from taking any more of my $$.
7 years ago
Reply from Brinks Home Security
LGable, We are sorry to hear about your negative experience. Here at Brinks Home we strive to ensure customer satisfaction and we regret any inconvenience we may have caused while in the process to cancel your account. I’d like the opportunity to take a further look into this matter to be able to provide you with a resolution, but I was not able to locate your account with the information provided. If you could please send me an email at I would be more than happy to reach out to you. – Juana H.
Aug. 12th, 2019
Summer Smith Crestview, FL
Wish there was a way to give less than one star! System was never fully on the system. Gave multiple errors during install. The last straw was being out of the country for a family death, the system was NOT armed and went off. Police and fire were at my house at midnight trying to reach me. My poor dogs were in the house with the siren going off, neighbor ended up breaking a window to get in, the “hub” was taken out of the house and put in a shed to muffle the siren. Called then and was told they couldn’t turn the alarm off (neither could I because the system didn’t work!). I stayed I wanted to cancel. Now MONTHS later my phone rings 5 times a day to collect on a balance, account wasn’t canceled, and they want to change me an early cancellation fee for their crap system. Buyer beware!! Run as fast and far away from this company as possible. To make matters worse their reps are rude and condescending... not sure how you are suppose to feel warm and fuzzy about these unprofessional people virtually guarding your home!
7 years ago
Reply from Brinks Home Security
Summer, We are taken back to hear about this experience with your system. We would never want for a customer to have these kinds of issues. We offer a multitude of technical options, including a 5 diamond certified technician. In regards to your cancellation, we do require written cancellation procedures either via letter or email . We apologize if this was not explained to you. I have more than happy to look into this matter further and provide a amicable resolution for both parties. -Jacob B
Aug. 12th, 2019
Gary
I had service with Moni, Brinks took it over and I was paying $45... switched to Ring, and called to cancel 7/23, received confirmation 2 days later 7/25. They proceeded to charge my credit card on August 6th saying that they will continue to serve me until August 25th.... WTF? My cc has refunded me but I would never trust this company for anything in the future. BTW ring monitors for $10 per month and you can cancel at any time and they will not bill you the following month.
SHAME on you Brinks! enjoy the $45
7 years ago
Reply from Brinks Home Security
Gary, We are sorry to hear of your recent experience with us while trying to cancel your services. Here at Brinks Home we never mean to make any request a difficult one. With that being said we do have a cancellation process that must be followed. I would like to take a further look into this matter, but I was not able to locate your account with the information provided. If you could please send me an email at I will be sure sure to reach out to you. -Juana H.
Aug. 12th, 2019
Kate M Chandler, AZ
I signed a 5-yr contract with MONI. MONI is purchased by Brinks a few years ago and they charge me a higher amount the next month. When I reached out to them to remind them that I was in a contract for a lower amount, they did correct it. I just noticed that they did it again for Aug 2019 and charged me a higher amount. This is supposed to be autodebit for 5 years for the SAME amount. By Brinks charging me a higher amount TWICE, I would say they are in breach of the contract and I should be let out of it. I'm taking this to an attorney and the Better Business Bureau. What a terrible way to treat customers.
7 years ago
Reply from Brinks Home Security
Kate, We always want a customer to paying a price they deserve. In reading your review, we never want for a customer to feel this way. In regards to being bought out, MONI was not purchased by Brinks, we simply rebranded to Brinks Home Security for better brand recognition. We are happy to look into this matter and of of course provide you with a resolution. I have located your account with us and will reach out to you by Friday of this week. -Jacob B
Aug. 7th, 2019
Noah Newton, MA
I loathe this company. I signed a standard 36 month agreement, not realizing it would be the single most binding contract I've ever signed in my life. I have been paying for more than a year now for a system that I no longer have possession of, in a house I no longer own or occupy. Whenever I've called to ask for their help in getting out of my agreement, they only try to sell me MORE equipment. They will not let me out of this agreement until I've paid them every last penny for those three years, no matter what. They said I could transfer the account to the new owner of the house. The new owner has no interest in their services, nor can I blame them. This company is terrible and should not be allowed to do business this way. Signing with Protect America is one of the dumbest decisions I've ever made.
7 years ago
Reply from Brinks Home Security
Hey Noah - Thank you for your feedback. We're sorry to hear that you are less than content with the contract that you willingly signed. Please reply via 'private response' with your full name and address if you wish to have a member of our service team contact you to guide you through the removal process of your DIY system. Thank you again for your feedback and we look forward to helping you transfer your system, which you signed a 3-year contract for service, to your new home.
Aug. 7th, 2019
Jian Swenson Cleveland, GA
For any potential buyers, I would recommend you to stay away from signing any contract with them. Because once you did, it was extremely hard to cancel.
I used Brinks Home Security for a rental property that I closed sale on in May. I called the customer service right after the closing to cancel the monitoring service and close the account. The rep on the line would not take no and kept pushing for other options such as transfer the service to other property or putting it on hold for two months. I ended up being charged again after two months of not using it. I called it and told them I canceled it two months ago as the property has been sold. They said they did not consider it canceled unless I filled out the cancellation form. So I signed the cancellation form, and had to let them charge me $35 for another month till 9/2 even though I am not using it.
It's definitely not a customer-centric company based on my experience!
7 years ago
Reply from Brinks Home Security
Jian, we are sorry to hear you would like to cancel the services with us. At Brinks Home we never mean to make any request a difficult one. In regards to the cancellation of your account, we do require a 30-day written request to properly cancel the account. I would like the opportunity to take a further look into this matter. I have located your account with us and I will be more than happy to reach out to you. – Juana H.
Aug. 7th, 2019
Ronald D Terry Graham, WA
I notified Brinks that I removed my control panel when I stopped my Land Line Jan 5, 2019. Was told by customer support I would still be charged the Jan, 19, 2019. I agreed. My bank charge card was changed in February 2019. With out a control panel how could they monitor my home, but Brinks did. I got refund. Brinks charge my credit card again March, no means to monitor. Called Brink even signed an E-Sign Cancellation. Even received “Sorry we are losing you” letter. The next few months received “Are You Returning.” Finally out of the blue just received a letter a Collection Letter. After all this time what Collections. No Means to Monitor. I’m tried of Brinks just happen, I’m apply for a VA Mortgage. Just paid a no monitoring service bill to the Collection Services. Brinks and JD Power Award that’s a joke.
7 years ago
Reply from Brinks Home Security
Ronald, we are truly sorry to hear of your recent experience with us as it is the complete opposite of what we strive to provide all our customers. Here at Brinks Home, we care about your satisfaction and regret any inconvenience we have caused you. In regards to the cancellation of your account, we require a 30-day written request to properly cancel your account. With that being said, I have located your account with us and I will be more than happy to take a further look into this matter. I look forward to speaking with you soon to bring a resolution to this matter.- Juana H.
Aug. 5th, 2019
Anthony Jackson Detroit, MI
This is a horrible company to do business with. Have a vacant house in Detroit. Motion sensor not on wall, on cabinet. Rodents probably sets off the alarm by walking in front of it. Brinks stated that they phoned me and sent a patrol officer out to my property and charges me $40 per visit because the alarm was triggered. They have invoiced multiple charges on one day! Asked Brinks to show me the paperwork that a officer went out to check out my property and they could not. I have cameras on all four corners of my property and did not see any sign of any security company ever visiting my property on the dates that they are charging me for! This is fraudulent and I will be advertising this issue as well as filing a complaint with the BBB. If you have stock in the company, my suggestion is that you should take your money and time elsewhere. The customer service is horrible. They call you and hang up on you and for what? A $40 bill? I am beyond over Brinks Home Security as they will never get another dime of my time, energy, or money. I will go to another provider and I suggest that anyone reading this does the same. Just peruse some of their reviews across the internet and you be the judge of their stability, ability, and their customer service.
7 years ago
Reply from Brinks Home Security
Anthony, At Brinks Home we certainly always want to ensure customer satisfaction. If your local ordinance requires a guard dispatch or a patrol officer before dispatching. We do however want to get to the bottom of this and complete a thorough investigation. We have located your account with us and we will research this matter and reach out to you by Wednesday. -Jacob B
Aug. 1st, 2019
Dave S. Ballwin, MO
Was a ten year customer of them. Got away from arming the system every day but took comfort knowing that the smoke detectors were monitored and at least I'd have a fighting chance on having a fire put out if I wasn't home. That turns out to be misplaced comfort.
I went to arm the system when I was leaving on vacation in May and it failed to arm. Not having time, I didn't do anything about it. Got home, started looking at getting a Ring system and then pulled the trigger on it since they only charge $10/mos for monitoring.
Well, when I called PA to cancel service and they asked why and I told them my system wouldn't arm, they told me that it was because my base unit was using 2G cellular. 2G is being dismantled across the country. Did PA do anything to notify me that my base unit needed to be replaced? Nope. Said they sent an e-mail but couldn't produce it when I pressed them. Said they sent snail mail, but couldn't produce it. When I asked them why they didn't call, since they have my number, they said only the monitoring side would do that (which leads me to believe that they contract out this out to another company).
They then refused to refund me any $$ because they said it was my responsibility to call every month to perform a test. They took no accountability for knowingly taking my money for months knowing full well my system wasn't talking to them. Based on the fact that they couldn't produce anything to show that they tried to reach me, they were happy to rip me off and not do anything about it.
So now, I'm with Ring. Great system. And monitored for $10/month. And besides that, I can see my system myself on my phone and know it's working. I don't have to take any action on a monthly basis to know that my monitored system is working. Apparently PA doesn't really care if your monitored system isn't working. As long as they get their monthly payment, they aren't interested in proactively replacing their own equipment that they know isn't working.
Don't use Protect America. Spend the up-front bucks to get your own system and do it yourself. If you want a job done right, do it yourself.
7 years ago
Reply from Brinks Home Security
Hey Dave - Thank you for your feedback. We're sorry to hear that you have experienced a miscommunication with our service team. We hold ourselves to a high standard when it comes to communicating with our customers and would like to right this situation. When you have a chance, please reply via 'private response' with the full name & address associated with your account. A member of our customer care team will reach out to you once we are able to verify you as a current, or past, customer. Thank you again for your feedback. We look forward to correcting this situation with you.
Jul. 28th, 2019
Crystal Rapoza Colorado Springs, CO
Absolute fraud. I've been paying them for nearly a year for nothing. My alarm has gone off twice with no response. The first time, I had my key holder drive all the way to my home two towns over because I was at work only for her to wait an hour with no police. Thank goodness there wasn't actually an intruder. My mother would have been in danger. When I called to complain, they argued with me that my mother never said she'd be there with a key. I had to call 3 times before someone actually listened to the call log and realized they were wrong. I was understanding that time. I probably shouldn't have been.
Then, one month ago, I had another alarm. I told them to send police. They said they couldn't because I didn't have a permit. They never told me I needed one when I moved! I tried to cancel. They wanted to charge me $1200. They kept putting me on long hold until I hung up and then claimed someone was trying to call me back. And they patronized me about the fact that I signed a contract.
Since when do contracts only work one way? They don't. That's called fraud. I signed a contract for home security and these people are not delivering.
Then, what do they do? They send me the permit papers AFTER ALL THIS. What an insult!
Now they flat-out won't answer my calls. So, I'm cancelling through my bank and I've been in touch with several attorneys over a class action law suit.
7 years ago
Reply from Brinks Home Security
Crystal, I am truly sorry to hear of your recent experience with us. Here at Brinks Home your security and satisfaction is our main priority. Please allow me to investigate this matter further and provide you with a resolution. I have located your account with us and I will be more than happy to take a further look into this matter. Once the investigation is complete I will be sure sure to reach out to you. – Juana H.
Jul. 24th, 2019
Coye Martin Payson, AZ
I think Brinks is an unethical company that strives only for their own bottom line. My elderly Mother was pressured into a 4 yr contract, with the only out being that if she was in a skilled nursing facility. Well, now she is and we have had the care center send 2 separate emails to 2 different email address that were given to us by Brinks representatives. Yet after waiting over a week for them to process, we call again only to have Brinks claim they did not receive any emails!! Now we have a letter that will be sent via certified or registered mail. Lets see if they can deny receiving it now!!!
7 years ago
Reply from Brinks Home Security
Coye, We are sorry to hear of your recent negative experience with us. At Brinks Home security we strive to provide an excellent customer experience and I am sorry if that was not the case. I would like the opportunity to investigate this further and clear up any misunderstandings. I have located your mother’s account with us and I will be more than happy to reach out to you to resolve this matter. – Juana H.
Jul. 16th, 2019
Paul Anthony Minger Weirton, WV
Horrible service. I started off with one company years ago and when I called one time I found out that Brings had bought out the company. I've had the home security system for around 6 years and not ones has the company communicated with me about how the unit was doing. I try calling and cancel the service and they kept me on the line forever and kept trying to give me all these different reasons why I should keep the system, fear mongering. I even told them multiple times that I don't use the system and I'm trying to save money. Finally the guy told me that I have to do a few things online to officially cancel service. I did everything and even got a returned email saying that my service was cancelled. I get a phone call today saying that I had one more step to do to cancel service and the guy asked if he could transfer me. I said yes and I was on hold the whole time.... I don't like their tactics of trying to keep customers.
7 years ago
Reply from Brinks Home Security
Paul, We are taken back by the experience described in your review . Please know that we never mean to make any request a difficult one. Our customer service team is dedicated to assisting customers to there peak would like to investigate this matter, as this is the complete opposite of what we strive to bring our customers on a daily basis. With this being said could you please send us a direct email with your account information to , I will be more than happy to reach out to you. -Jacob B
Jul. 3rd, 2019
Beth Hurst, TX
We signed on with Protect America through a moving concierge service. We were told that our system would include a front door camera. When we received the system there was no camera, just door and window alarms and an indoor motion protector. The door and window alarms work, but look cheap. We haven't installed the indoor motion protector. We pay way too much for the service that we have/don't have. Would love to get out of the contract.
7 years ago
Reply from Brinks Home Security
Hey Beth - We're sorry to hear that you're unhappy with the package and service you agreed to via your moving concierge service. We would like to help this situation. If you could, please reply via 'private response' with the full name and address associated with your account. A member of our care team will reach out to you once we can verify you as a customer. Again, we're sorry to hear that your concierge service was not transparent with you. Looking forware to working though this siutation with you!
Jul. 2nd, 2019
D A Kingman, AZ
If I could I would leave a "0". I had excellent service with Brinks until I could no longer afford it. I mailed a letter to cancel the service. Two months later, when I received a bill and called, I was told the letter was "no good" and that I must cancel service online! When I asked to speak with someone higher, I was told I was speaking with a manager and that the higher ups will not accept calls. I am now paying for almost two months of service that I did not have. Brinks doesn't care about its customer service even if they do have great reviews from J D Power. J D Power should call me!
7 years ago
Reply from Brinks Home Security
DA, we are sorry to hear of your recent experience with us as it is the complete opposite of what we strive to provide all of our customers. At Brinks Home, we care about all of our customers’ satisfaction and regret any inconvenience we have caused you while in the process to cancel your services. I would like to take a further look into this matter, however I was unable to locate your account with the information provided. If you could please send me an email with your account information at I would be more than happy to reach out to you. –Juana H.
Jul. 1st, 2019
Scott Peoria, AZ
Brinks Home Security is a SCAM. I tried to cancel in March. They asked a long series of questions and continually tried to get me to change my mind, only to say they had to transfer me to someone with cancellation authority. The next person asked the same questions, pressured me to stay, and said they had to transfer me to someone with cancellation authority. This happened for 45 minute - I was transferred to 5 people who all claimed they could cancel my account but then "had to transfer me". After finally claiming that my account was cancelled they continued billing me so I put a block on them at my bank (at a cost to me of $30). Now they call me daily claiming that my account is overdue.
DO NOT DO BUSINESS WITH THIS UNPROFESSIONAL BUNCH OF CROOKS!!!!!!!!!!!
7 years ago
Reply from Brinks Home Security
Scott, We are sorry to hear of your recent undesirable experience. Here at Brinks Home we strive to provide excellent customer service and I am sorry if this was not the case. I would like to take a further look into this matter, however I was unable to locate your account with the information provided. If you could please send me an email with your account information at I would be sure to reach out to you. -Juana H.
Jul. 1st, 2019
Stephen Wimer San Bernardino, CA
Brinks took over the contract for my security services from another firm. They installed a security camera that worked, but kept failing. At first they fixed it for free. Then they charged me $110 after telling me it would be free. It broke again a week later. I would never sign up with this company, but I'm stuck. There should be a law against these long-term security contracts with firms that don't service their products.
7 years ago
Reply from Brinks Home Security
Stephen, We did not take over your contract, we are still the same great company that installed your services, we have only rebranded our name. We do care for your protection and I am more than happy to look into this as well as provide a resolution. Unfortunately we were not able to locate an account based off of the information provided. If you could please send me a direct email to , with your account information and I will be speedy in reach out to you. -Jacob B
Jun. 24th, 2019
Lynda Jorgensen Syracuse, UT
Brinks is a total joke. They forced us to have a technician come service our system when all that was needed was a simple system reset - which I had requested! Hubby was going out of town and we had to have the system up and running. The ONLY way they said they could get it working was to send a tech out. AGAIN I asked for a system reset. They refused. When the tech came out they called Brinks and requested a system reset. Brinks did a system reset and the system was functional. In the course of events to follow I received a letter, from Brinks, stating, "The balance remaining on your contract is 0." I have now been hit with a $1,305.15 collection bill!
STAY AWAY FROM THIS COMPANY!!!!
THEY ARE DISHONEST!!!!!!!!!!!!!!!!!
7 years ago
Reply from Brinks Home Security
Lynda, We at Brinks Home would never do anything to jeopardize your safety or security. We care for all of our customers to the fullest extent and we are taken back by this review. I am going to have to investigate this matter and reach out to you with a resolution. I have located your account with us and I will be sure to reach out to you tomorrow. -Jacob B
Jun. 24th, 2019
Kathleen Freeman Peoria Heights, IL
Worked with me to get the best deal. Patient and thorough with set up and installation. Constomer service very helpful when I called back with questions
7 years ago
Reply from Brinks Home Security
Thank you, Kathleen!
Jun. 18th, 2019
steven chamberlain Huntsville, AL
i bought a Protect america security system for a house that i lost in hurrican micheal in Mexico beach florida in 2018. i had had the system a year or so. i was being charged 40.00 a month. now that i had no house and no security system i called to get some help. i was paying the 40.00 a month payment for no reason at all. i really thought they would help me out of my contract due to the extreme circumstances. when i talked to the lady specialist she not only wouldn't let me out of the contract she tried to up sell me 2 more years to my contract! i was stunned at first. then i became very angry and probably embarrassed myself on the phone. the brash sarcasm and greediness in todays society is overwhelming. i couldn't buy the contract out early. she told me full contact term. there was nothing she could do about it. we all know that is a lie. they have the ability to do what they feel is right. i will never, ever, ever use this company again. i will pay my year and half per my contract that i did sigh (even though i have no house and they are monitoring nothing!)and i will tell every person i know what kind of terrible company this is.
7 years ago
Reply from Brinks Home Security
Hey Steven - Thank you for your feedback. We're sorry to hear of your tragic loss. We would love to help remedy the situation. If you could, please reply via 'private response' with the full name and address associated with your account. A member of our customer care team will reach out to you once we verify you as a customer. Thank you again for your feedback and we extend our best wishes as you recover from such a tragic mishap at the hands of a natural disaster. We look forward to speaking with you.
Jun. 19th, 2019
Frankie
STAY AWAY. Once installed it is "YOUR" system, and you are under "contract".
I went into system in 2017 with ADT, I have total of 15 sensors. Last year one door sensor stopped working, troubleshot with CS and determined it was magnets. Well they said it is "MY" system, so would have to purchase a new sensor and $100 tech call, so I said no. Now this year June 2019, I have another door sensor fail, same story. I asked how they can say they are securing my house with two faulty door sensors, I can't cancel contract until October, which I will do. This guy told me if I renew for 36 months he would replace sensors. By that time the rest of my sensors will fail.
7 years ago
Reply from Brinks Home Security
Frankie, I am sorry to hear of your recent negative experience. At Brinks Home our main goal is to provide all of our customers with the best customer experience, and I am sorry if this was not the case. We do offer a service plan for our accounts, in which it adds a Lifetime warranty on the equipment for any normal wear and tear. With that being said, we want to give you a peace of mind and make sure your system is working properly as your security is our priority. I was unable to locate your account based on the information provided. If you could please send me a direct email to , I will be more than happy to reach out to you and resolve this matter. –Juana H.
Jun. 11th, 2019
Emily Seattle, WA
I was a Brinks customer (formerly LiveWatch) for over a year and was very excited when they launched their program to monitor Nest systems because the Nest smoke/carbon monoxide detectors are far superior. I made sure to thoroughly research everything before switching to the Nest system (which in itself was a terrible experience because no one at Brinks actually knew how to do that). This research included three separate calls to Brinks in which I was specifically told 3 times by 3 different people that Brinks monitors Nest smoke detectors. As a result of these phone calls I felt confident in the information I was being given and I ordered all the equipment, including 6 smoke detectors. I had to wait 30 days for my other Brinks account to close and during that time I had electricians wire for and install the nest smoke detectors and the other Nest equipment, including a doorbell and exterior cameras. Today my new system was activated and when I downloaded the information for my insurance discount I noticed that the smoke detectors were not listed. Again I was bounced around to many different people and finally, 3 hours later a manager had to go to someone else to learn that NEST SMOKE DETECTORS ARE NOT MONITORED BY BRINKS!
The next phase was a long conversation with a cancelation agent who did actually apologize for what happened. And that was it! There was not a single suggestion or offer to in any way remedy or compensate for any of the mistakes they made. Nothing, just ready to go ahead and cancel my new account, that is it.
7 years ago
Reply from Brinks Home Security
Emily, We are so sorry to hear of this recent experience with us and setting up your system. At Brinks Home we care for all of our customers and strive to ensure there satisfaction with us. We apologize if this was not the case for you, nonetheless please allow me to assist in resolving this matter. I have located your account with us and I will be sure to reach out to you. -Jacob B
Jun. 5th, 2019
Barbara Neal Sun City, AZ
Horrible customer service. We have been requesting a buy out letter for 6 months. Two weeks ago we had a conference call with our new security company and MICA from Brinks. Mica assured us that we would receive a buy out letter within 3-5 days. Of course that has not happened. Today we called again and could not talk to MICA. We went thru the whole request again and now we are to receive the letter in 7 to 10 days. We asked to put a rush on the letter and we were told that it was not possible. It appears that the customer service reps do not put notes about conversations with the customers. I will be filing a complaint with the Arizona Atty General Consumer Affairs Dept.
7 years ago
Reply from Brinks Home Security
Barbara, We are so sorry to hear that you want to cancel your services with us. Please know that we would never mean to make any request a difficult one. I am happy to review the call that took place with Micah and provide coaching to him if this was the case. I am happy to investigate this matter further as I have located your account and I will be sure sure to reach out to as soon as possible. Thank you for allowing us to protect and serve your home and leaving us this feedback. -Jacob B
May. 31st, 2019
Charmain Johnson
They were very professional. They definitely accommodated the package I wanted for my home. And the installer was very professional and explained everything step by step.
7 years ago
Reply from Brinks Home Security
Thanks, Charmain!
May. 29th, 2019
Angela Killips
Terrible customer service, and numerous problems with our system. We changed all the batteries and still had problems. Out of the blue, the alarm would start to chirp continuously, driving our dog crazy, which was horrible when it happened when the dog was home alone. Nothing we did could fix it, including spending hours (literally) on the phone with their support people. They finally sent someone out to try to fix the problem, then sent us a bill for a service charge for over $100. Our contract clearly states that all parts and services (except batteries) required to repair or maintain they system is free of charge. After several calls to them, they refused to remove the charge from our account. We wanted to cancel our service, but they said they would charge us over $700 to do so. This is not in our contract either. So angry and disappointed. Unfortunately, we've had a long history of system problems, and repairs are always short-lived.
7 years ago
Reply from Brinks Home Security
Angela, We are sorry to hear you are having some unresolved technical issues. At Brinks Home your safety means the world to us and we would not do anything to jeopardize this trust. In regards the life time service plan we offer, there are different tier charges as specified in your contract what your charge is. The reason we do this is so if any customers need a tech to come to there home they are not paying for parts nor labor only a one time fee. We apologize if you were misinformed in anyway regarding the service plan. We will investigate this matter further as we have located your account and we will be sure sure to reach out to you tomorrow. -Jacob B
May. 29th, 2019
Jerald p Huntsville, AL
I had protect America for 7 years. They utilized the GE Simon system which is not proprietary to protect America. They make the upfront initial investment of $0 for equipment sound like a dream, but $39.99 for 36 months is almost $1500. There is no savings as the equipment charge is built into monitoring. The early term fee is the full cost of the remaining contract and maintenance cost are your issue (batteries for the devices and panels. My system used wireless technology which is no difference than SimpliSafe or other companies. I chose SimpliSafe due to low equipment fees and $15.00 for monitoring and no contract. My equipment cost was $189.00 for the same equipment I had with protect America. Other websites condemn companies like SimpliSafe because there are no contracts. I look at it this way.... all companies have issues but simply safe is cheaper and delivers the same service. Recommendations on the web generally operate like lobbyists even thought they say “non-biased”. I have had experience with p.a. So this is not biased, just business. My .P.A. Cost for seven years $2876.00 (39.95 x72 months)Cost with SimpliSafe for the same time $1269 (189 for equipment + 15 x72 for monitoring). Their is no contract with demolished as well!
7 years ago
Reply from Brinks Home Security
Hey Jerald - 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!
May. 23rd, 2019
Luis Castro Las Vegas, NV
Worst experience ever from day one. There is more than one company involved and each one blames the other. I have spent countless hours on the phone going in circles until I just gave up. The installer was nowhere to be found, he finally showed up.He looked as if he was still under the influence and living in his car. The installation was done with the wrong sensors, they eventually replaced them and tried to charge me for it. We started receiving false alarms which I immediately informed them of. They scheduled a repair but after three or so more weeks, I had to call again. They did come out, I was told at no charge. They did charge me! I then received a bill for all of the false alarm responses. They claim the police was out, but I never saw the police or their guard on the surveilance videos ! I fought them, they agreed to remove these charges and to ignore notices to pay. They finally dipped their hands into my account and paid themselves, without my consent! I reminded them about our agreement but they denied everything. This was about a year ago, now it started all again, I have a $120.00 bill for more false alarms. And I am sure I have an extra one that was not included. The last time, their guard showed up was over one hour after the alarm! I had to show him proof of it, he argued he responded within 15 minutes. I don't know waht to do . I have a contrat with them for three years. I will never recommend or sign up with this company. The alarm response was too slow the day my shop was broken into on Christmas night. I called the police and waited for one hour for them to show up. The alarm's guard never showed up, but I got charged for it.
My name is Luis Castro.
7 years ago
Reply from Brinks Home Security
Luis,The experience described in your review does bring great attention as we do have the fastest response time in the industry. Here at Brinks Home Security we care for our customers safety first and satisfaction apologize if we have lost your trust in anyway and will do everything we can do earn it back. I have located your account with us and I will be sure sure to reach out to you. -Jacob B
May. 20th, 2019
