Brinks Home Security™ Reviews

It took nearly 3 weeks to my issue with technical problems solved. I purchased a new door and the sensor and magnet was lost. I ordered sensors but was sent magnets. I paid for the magnets and was told sensors would replace them. I was billed again for the sensors and magnets. The sensor sent had defective or dead batteries. Finally I was sent a sensor with working batteries and a magnet. My front door was without a sensor for the entire time. Plus all of this took more than 5 hours of me troubleshooting over the phone. I’m over 65 and live alone.

I’ve been waiting for 20+ minutes. Someone answers and refuses to speak. Won’t respond to hello. I’ve had problems and a partial installation performed with no idea of when the rest of the installation will occur. I have doors, windows, water sensors that are not working and now offline. I really feel like I’m missing a security system.

I may rip this thermostat off the wall. I try to set it to 72 it goes to 62 blinks temporary. I tried to take it off of auto but can’t. HELP!!! This am tried to turn it up and getting colder and looked it was on 62. How do I fix this.

I have been really satisfied with my service. I enjoy how you don't have to be at home to locking and unlock ING the keypad. Service is great. The technician that came to my home was very professional. He made sure I understand the new system.

The first installation was on 02/14/22. No show, no call. The original install for 02/22 was changed to 02/14. The second install appointment was for 03/04 went great. Now, I have one of my cameras that will not install. You can install these with the app. I’ve currently installed seven of them with no problem. But, for this one camera. I’ve to wait until April 12th to get the camera replaced by a technician. They mailed me all the cameras. It’s like they don’t believe you. And won’t mail out a camera to replace the bad one. So we continue to wait for the system to be completed.

I needed to add more sensors to my system. Called tech support at Brinks, told them what I needed and they were on it. Sensors were added to my system, gave them names and then tested them to make sure everything worked. I was good to go in no time. Great techs who know what they are doing.

Had some complications with getting my video security camera to work properly. Technician fixed perfectly. Was on time, walked me through everything and got everything working properly. Absolutely liked the reminder Brinks was coming and then before he came, contacted me first with ETA.

It was difficult to get an appointment with someone to discuss getting the Brinks system. I called and sent message from the website several times before getting a call. The installation technician was great. He discussed what I had ordered and what was needed around the house. He gave me options and worked very professionally and courteously for a few hours to complete the installation.

Installer was polite & courteous. Performed his work in an appropriate manner. Explained the use of the panel. Checked all the windows & doors. Helped with setup on my phone and iPad. He was on time and finished in a

Brinks has yet to credit my account of a fraudulent bill. All equipment was offered in writing to be replaced for free when switched from ATT to Brinks. A bill for 100.00 has not been credited despite my request 2x.

I called to report that after a technician came to check my batteries in the system, as soon as he left, the keypad in my master bedroom stopped working. So now I can only arm or disarm the system from my garage, which is not convenient. After very, very long wait time & getting cut off twice while on hold, the tech team customer service rep gathered all my information including address, cell phone and system password. I was just finished with telling her my issue when the call got dropped again. She did not return my call which is extremely frustrating. Please help me to resolve this issue. I do not want to pay a charge for another visit, since the bedroom keypad was working prior to the technician’s visit. Thank you!

I have had a good experience so far with the Alarm company!! The experience and professionals have been most helpful. I would highly recommend Brinks to others. It has been very easy to transition from my other alarm company. It has been a seamless transition.

On February 10th 2022, I sold the property where the alarm system was installed. Anticipating the move, I called Brinks to cancel the service in January 2022 and again in February 2022. Each time I requested via email the Docusign form to cancel but it was never sent to me. Meanwhile, Brinks continued to charge me February and March for monitoring services. I was finally fortunate to speak with an account manager to explain my cancellation request and he listened to me and canceled the account in an effort to stop the ongoing monthly charge for monitoring services for a system I no longer possessed.

Brink service is good so far. I have one complaint. The email responses are not quick enough after a door closed or opened. If someone enters illegally, I hope to be notified more timely. I really appreciate the nighttime security.

Our alarm system, without the alarm being set, woke us up three nights in row and the third night, three times until you folks discovered that the dining room sensor was bad. Fortunately, we have received a replacement and will get it installed this afternoon.

The technician who came out to set up our service was excellent. He was friendly, yet professional. Before leaving, he made sure we understood the control panel as well as the app on our cell phones. Very pleased with the service!

The security has clear cameras. I'm alerts throughout the day as expected when I. Away from home. Anything that moves in my yard, I know about it. I feel very safe. I am absolutely enjoying the security system, thanks to Brinks

Brinks appointment was terrific! Manny was absolutely excellent and very helpful and knowledgeable. He really explained things to me in simple terms making it easy to understand. My only complaint is it’s very difficult to call in. Very time consuming waiting for someone to speak with.

I was charged for a service that I did not request. I was offered an upgrade for my security services. I was not informed that there would be a device charge. About a month ago I was promised that the charge would be removed. As of 3-14-22 the charge is still on my account.

I had a conversion from an old ATT Digital Life account to a new Brinks account and it went very smoothly. Installer was professional and knowledgeable about various equipment, and extremely thorough in his efforts to transfer existing and install new devices. The new set up is working perfectly, and the online app allows me to manage the home while away.

We’ve been customers for 4 years and have never had an issue. Service has always been great and the pricing is very fair for home security. We feel safe when we are home and away. The mobile app is great feature too!

Wait time too long to speak to customer service. There should be a call back request when the wait time exceeds 10 minute. The text advice has limited questions on it. You can’t reply a message only yes or no

My alarm system keep reporting family room window were tampered. It’s been fixed. I report to your agent and she wants me to provide with passcode that I don’t have. This is the 1st time to speak to an agent. The agent I spoke was not helpful. She needs I prefer to speak to American agent.

Talked w/ Chris after our 5g appt last week. Alarm started going off immediately upon opening the door before we could get the pad to disarm. Supposedly we have mislabeling on some of doors & windows. Y’all are supposed to be calling for an appointment to come out & get all this straightened out but so far have heard nothing from you.

Everytime a door or window opens an alert announces, emails & texts me. I need to change my notifications. The installation tech was great he offered to help, but silly me declined. The price is great & my family feels safe!

It was time to update a 5 year old system with a new cell card. Service tech came slightly early and was done on time. He helped us download the updated phone app, which works much better than the old one, and replaced a door sensor that was not working. All good.

Knowledgeable, fast, neat, and courteous. Marvin was great at communicating both about when he would be arriving and about the things that I needed to understand about the new system. He was also able to facilitate the merging of our accounts (main house, barn/apt) into one control (our devices) unit.

Tech was great just a lot of details left out of the transition plan. (I.e. equipment under Digital Life will not be covered under the maintenance plan, I haven’t received my updated signs, and replacement window sensors not supplied yet). New app is a bit different from previous plan but Brinks explained everything.

My previous account with AT&T Digital Life was in my wife’s name. My wife passed away in June, 2021 and when I switched to Brinks I attempted to have the account put in my name. After several attempts to do so with no success. I posted a negative review during a previous survey. It was only after that that Brinks put the account in my name.

I am pleased with all that had to be done, what I called for was taken care of in a very timely manner and was handled really well. I was assured that the things I called in to be done would be taken care of asap.

I was on a work call so I had just a little time to talk with the tech. He did a great job at providing the information I needed. He walked me thru the new master keypad and the doorbell and shared where I could get additional information.

Top of the line in security! We were one of the first Georgia customers with you. We are happy with our monthly rate and for your professionalism. Thank you for being the Security Company I have been satisfied with for many years.

I have had the service for just a month, after moving over from DigitalLife. The conversion was relatively easy and problem free. I had several questions which required interaction with customer service. As is the case these days with all CS interaction it required lengthy wait times and some language issues. That said my questions were answered and I have been problem free…so far.

Videos were being recorded when the alarms was disarmed or Alarm Stay in error. The rule was set up correctly. Someone (a gentleman) with an accent that made it difficult to understand him was able to correct the issue so that not as many videos are being recorded.

Got a free doorbell camera as an upgrade to my system. It works great and I really like it. It was part of a promotion that gave me a fixed rate for the next 2 years, another plus. But, having to pay to have it installed wasn’t what I expected. Definitely a minus to what has always been excellent service

I set the alarm at 8:30 pm. It disarms about 9:55.. I have it set to arm at 10 pm every night. So what is the problem? I don't know what to do. I don't want to keep calling because it takes so long for someone to answer.

My major issue so far is sensors going offline intermittently. I've changed all batteries and it still happens. Very annoying. Not sure why. Your panel or my wifi? Can your tech support help? Or do I need the technician back.

The tech that helped me was very helpful and he also made sure I understood what he explained. I would like to give him special credit for the service that he provided. He was very polite and has great customer service skills.

My installer did a great job of making this transition from another company very easy. The cameras do a better job of catching activity AND can tell the difference between people and an animal. The app on my phone works well and it’s nice to be able to double check that all doors and windows are locked and the alarm is set from anywhere.

I called and was given the appointment date for March 21, so I am still waiting for new equipment to be installed. In the meantime I called to see if we could get an earlier appointment, was told that someone would call in 24-48 hrs to let me know if a ticket was created, haven't heard from anyone.

We just reactivated our security system in our new home, so it was a more lengthy process. The techs were very patient and thorough. Though we did call back rather than have the tech support wait for us, the second tech was also very patient and thorough. Thank you!

I was scheduled for installation of alarm, former AT&T customer, in Jan but was called and asked to reschedule in February. On the February installation date no one called or showed up. I was on the phone holding nearly an hour before opting to text, finally after a few hours received a text saying I would have to reschedule again. I finally got alarm installed March 10. I understand the problems businesses are having, but feel this was very bad customer service.

Extremely great customer service. Anytime that we’ve called or any problem they have been able to solve it extremely fast. I couldn’t be happier with your service from Brinks. It’s nice to know that when we call we are going to be able to get an answer right away.

Tyler was friendly and knowledgeable, prompt and courteous. He answered questions and showed us how the equipment worked. It was easy it was already a reschedule and he made sure we had what we needed in place so he could still do the install in the rain. He asked about the covered porch.

The technicians are unreliable 2 no shows after waiting for hours and the product they provide is substandard for an alarm company. They charge the customer to replace their faulty equipment that they put in place. I would never suggest anyone to get Brinks. You have to call them to get assistance and the hold time is insane all due to their system not being user-friendly when accessing it via the web or the app.

Robert was very knowledgeable and helpful. He patiently assisted me with an appointment change as well as giving me good information in regards to how my new Brinks system operates. He also, told me what to expect if I had change the modem.

Everything went fine, however, a couple of devices now say low battery after the installer left. Also we did not receive the new stickers or yard signs as it listed in the equipment inventory we just received yesterday. A little more demonstration on the wall pad and app would have been appreciated.

Eric is the most competent tech to resolve the issues as many techs I have spoken to prior to were grossly incompetent, don’t even have basic troubleshooting skills. Fire all of them or provide good training. Every tech should be able to troubleshoot and advise the clients. Promote Eric to a manager.

I had to schedule my upgrade 3 times before it was accomplished. Once the technician arrived, the installation was fast, efficient and well done. The tech did an excellent job explaining the system. The system was easy to understand and use. Thank you for the upgrade.

It has been the worst customer service experience ever for me. As a new customer, I am very dissatisfied with Method of reaching customer service. Every time I call there is a 10 to 30-minute wait. I tried texting the other day but that is not the way I want my customer service. I am very seriously considering canceling my service.

We never signed up for Brinks. Our previous home security system was taken over by Brinks. We did not have a contract, but were ‘month to month’. We tried to cancel when we had an alarm that would not turn off and their technical support was terrible. Said that they were going to lock us in to a 3 year contract to come see what the problem was with the system. So we asked to cancel and that is when it got really interesting. The ‘technical support’ who could sign us up, said the only way to cancel was to call M-F. So we called customer service and got a person in 20 minutes…not too bad, but as soon as we mentioned canceling he transferred us to an estimated 4 hour wait. Tried their text service and they said they were ‘happy to help’ and offered a big discount to sign up for a 3 year contract. We said to cancel and they said that they can’t cancel and that the only way to cancel is to call and cancel.

I had agreed to a set rate for 48 months and then Brinks adds recovery fees that can keep going up. The real rate paid therefore can keep increasing. This is a scam of sorts - advertise one rate and then change it on the customer within the locked in period.

This company may answer your call if you want to open an account; however if in time for service cancellation, you can call and wait for hours and days and no one answer your call. I think they intentional not answering service cancellation calls! Buyer be aware!

Brinks Customer Service and Technical Support is the worst service I have experienced. I was forced to upgrade my panel from 3G to 4G by brinks after the upgrade all the communications are lost and I am not getting alerts. I was on calls for 7 hours and none of their support knew what needs to be done. It was at 9:00 PM one of the agents told me that new panel has a chip that needs to be enabled and he was trying to reach out to the team who enables it but they are not receiving the call... This is even pathetic that they don't have a proper channel of communication for internal service.

I had Digital Life home security prior to Brinks. However, Digital Life decided they didn’t want to update everything after 3G was phased out in 2022. I am less than impressed with Brinks. First off, my major point of contention is that my device goes offline all of the time. How in the world can it protect my home if it’s offline?!? Also, the system runs on wifi so it bogs down the wifi and could be easily turned off in my opinion, which isn’t very safe. Secondly, they tack on silly fees, which of course they did not discuss with me prior to signing my contract (cost recovery fee, paper statement fee, and tax). Yes, there is a clause in the contract about possible fees, but I thought it would be referring to technician or equipment fees…not made up fees and a fee to send me my bill each month.

I liked my daughter’s Brinks system and decided to switch from ADT. Thankfully I didn’t cancel my existing service. It’s been a month, I have over $3K of Brinks equipment still in unopened boxes and have been canceled for install three times. The first time I was told my date given was not available so it was postponed over a week. The website that morning told me the tech would be there between 9-11. No show. After much frustrating time trying both phone and text numbers I found that tech had canceled five days earlier due to personal issues. I was not notified and only got rescheduled because I called. I specifically told them not to use the same person as he let me know he physically couldn’t do cameras.

The alarm never was more than 35db measured on a sound measuring device. Reported to Brinks. Never offered to fix or exchange bad equipment. Canceled service after selling house but they kept billing. Had to pay $150 to avoid bad credit hit.

Brinks Home Security will not cancel service without speaking with a Brinks Agent. After multiple calls and being placed on hold for over an hour at a time with no contact from an agent, Brinks would not cancel my service. I requested cancellation through online chat, text messaging, scheduled a call back (without a return call) and written requests to cancel service without success. Brinks enrolled me in auto-pay with no way to cancel the auto-pay service through the online account. Beware before committing to this service. On hold as I write this for one hour and going.

I have been trying to reach someone to help me. Every time I call I her put on hold. No one seems to care about my problem. I am being charged for service I no longer have. Please get in touch with me. You have my Email. My name Gary **. Call me at **.

We moved our security platform to Brinks when ATT withdrew support for ATT Digital Life. Installation changeover went smoothly, the tech was super knowledgeable and made several good suggestions to improve our coverage. My only complaint is that I have to watch a dozen+ videos to understand how the security works. I would prefer a manual so I can mark pages and scribble notes. I also didn’t understand that the Brinks login for the system isn’t where I find my bill, but customer service was terrific. Very helpful thru the entire transition. Kudos to Brinks for hiring good people!

I am on hold with Brinks for over 90 minutes and I am not able to connect to anyone to cancel my services. This is a fraud. They lure you with a low rate and then increases the monthly charges and doesn't let you cancel. They should have a way to cancel services online. Now, I am not sure how to cancel services.

My installation appointment was canceled 4 times without explanation. The first couple of times, I waited at home the whole day and they didn't show up (neither did they call me). When I contacted them, they keep saying a technician will contact me. Not True! The next two appointment is canceled and they kept pushing my appointment months later. So, after 4 cancellation and 6 months later, they still have not install my set up yet. I also requested a supervisor call back at least 5 times and no one care to call me back. Worst customer service ever. Stay away at all cost, even if it is free! I have no idea how they stay in business!

If you value things like customer service, honest dealings, and good value, Brinks is not the company for you. The security company I had been using was purchased by Brinks and my service was transferred to Brinks. Brinks honored the terms of my previous agreement, charging me the same amount while waiving the several dollar add-on charge that Brinks charges to all of their customers. For about a year and a half, my bill did not change. Then it went up by a few dollars (I later looked into it and it was the no-longer-waived extra charge that Brinks adds to all bills). I was fine paying a few dollars more, but then at the beginning of the year Brinks started raising my bill more significantly.

Brinks Home Security will not cancel service without speaking with a Brinks Agent. After multiple calls and being placed on hold for over an hour at a time with no contact from an agent, Brinks would not cancel my service. I requested cancellation through online chat, text messaging, scheduled a call back (without a return call) and written requests to cancel service without success. Brinks enrolled me in auto-pay with no way to cancel the auto-pay service through the online account. Beware before committing to this service.

We started out using OcuSafe back in 2010. They were great. Then LiveWatch took over and they, too, were great. In 2015 Brinks came in on the picture. Since we started paying $19.95 per month originally, that price has been passed onto to each security system. Then in July 2021, our rates went up to 21.95 but when our bill came the price was 24.95. I called and talked to them and they said there was a $3 recovery fee. So we started paying 24.95.

I switched over to Brinks 6 months ago as my current alarm company ATT was selling that portion of their business. They set up a contract with Brinks to get their customers. I didn't think anything of it as I thought they would be a good service. However, one my front door sensor stopped working and I needed to speak with customer service. The first couple of technicians were horrible. When they couldn't fix it I asked to get a technician which they told me was not possible due to COVID so they would send me a replacement. I was very uncomfortable as this meant that my front door could be opened without my alarm going off, however I understood and said fine.

Apparently Brinks bought out Protect America. Who knew? I find it interesting that I did not have any say or sign anything for my account to be transferred. What's more alarming is that I had automatic payments set up. When they stopped charging my card, no one let me know for over 6 months. So, they sent me to collections with no phone calls, no emails and no letters. The only reason I found out is that I stopped by the house (that I haven't lived at for almost 2 years) and found 1 letter dated for January 2022. I waited on the phone for over 90 minutes to pay the bill and close the account. Brinks said they contacted me multiple times to get the bill paid, but I have never missed a payment, voicemail or email for accounts in my 32 years on this planet. I'm type A - that's not in my genes.

Our family is still trying to get a fully operational system. We are a transferee from AT&T digital life. Our original appointment was scheduled for December of last year. The technician never showed. So we went through the on-hold process (really something no human being should be subjected to) and scheduled an appointment in January. The technician came, however, per our other review, did not complete the installation so we have many sensors not functioning properly. Then, in February, a technician returned. He had 2 sensors, but they turned out to be for a complete different system. So, that was largely a waste of time. Now I am on hold trying to scheduled yet another appointment in the hopes of getting the necessary sensors installed. I really dislike Brinks as a company and would discourage anyone from using them.

I am a former AT&T Digital Life customer who loved my service with AT&T. They recommended Brinks due to them no longer offering a security service so I scheduled my installation for December 23, 2021. Brinks worked fine for the first 30 days (of course) then all sorts of stuff started happening. The technician didn’t change all the window sensors so they go off every week. Then my garage sensors started going off at weird times of the morning, 1am and 3am to be exact! No one is trying to break into the house but the sensors just go off! They also have gone off twice when we were at church and again no one is trying to break into my house!!

Called about lost door sensor. Was told one would be shipped out in 3-5 days. It has been longer than that and still no replacement sensor or has arrived. It is uncomfortable not having a sensor on my front door to arm my system properly.

My tech Jesse was awesome. He also was the tech who installed my AT&T Digital Life system almost five years ago. He was able to get my order corrected and fixed. I’m happy with my new service. Everything is working well.

Brinks msg saying my back door offline. Being a new customer - coming from AT&T DigitalLife, I was confused by this msg. I called for assistance but sent a message instead. Was not able to get help. Called to talk to a live person, who was no help whatsoever. So far I do like the Brinks system, but it’s SO HARD TO GET help - verbally or text.

Your tech that was sent to the home was outstanding. But your phone screeners are the worst. I need to look at bringing back ADT to the home. It took 3 calls to have them dispatch a tech even after I said to all call screeners I want to pay to have it looked at. I still go so ** response like take the detector and tap it with a hammer and remove the smoke detector and reset it.

My system was was up and running…. less than 10 DAYS. It’s been almost a month and it’s still not up. It can be very difficult to get someone on the phone. Communication or lack thereof is an issue. I am hopeful that my opinion will change. If it doesn’t there are plenty of other companies to go with. I’m wondering why I need to pay 53$ when I still don’t have a operating system. Go figure.

Brinks technician installed new outdoor camera after we had discussed the most optimum location for it. He field tested it, made sure image was available on computer and phone app. He also answered my question regarding a false broken window alarm. He answered all my questions. He was efficient, knowledgeable and friendly.

Tim did a great job. He was efficient and explained everything. So far everything is going well. The cameras are clear. Haven't heard the alarm yet and hopefully won't. The website is easy to use & I like the portal because I pay all of my bills online.

Agent checked all sensors and verified instant alarm. Also verified motion sensor was working. Agent was courteous and listened to my concerns. She checked all battery levels of sensors. Thanked me as a new customer for Brinks. Hope I work with her again.

I have tried for several weeks now for your company to fix this problem! And nothing but ** and lies! Release us from the contract and we will go find a Good company. ** this is my cell. I am done with your company. We pay and get nothing!

I had AT&T alarm system for years. It was taking over all my electric outlets and the keyboard was either not accepting the code or the system would alarm. This new system allows me to use my phone to activate the system which for a handicapped person is a wonderful addition. The repair person was quick, professional, and delightful to work with in my home. I highly recommend this and I’m very happy now.

Called to get help with replacing a battery in my motion sensor. Lady was very nice and helped me solve the problem. I was having trouble with getting the cover back on the sensor. Got it back on and it's working fine! Thankful for nice techs!

The only way Brinks will allow you to cancel or non-renew your contract is to call them but I was on hold for over an hour multiple times and no one answered. There are same reviews on the BBB as mine. They also increased their fees while I’m under contract and their text reply said my monthly amount hasn’t increased but they are allowed to increase their fees at any time. My fees increased by $10 over 3 months. I have a credit card on file for my autopay and I’ve tried everything to remove it online but they made it impossible to do unless you speak to someone and again I was on hold for over an hour both times I called with no answer. BEWARE!

Was supposed to have 2 security panels installed. Only received 1. Technician asked what password I'd chosen so HE could put it in. THAT needs to change ASAP. SECOND installation HALF completed February 14, 2022. I've been trying to have this completed since February 4th, 2022, when tech showed up with NO equipment, NO work order, completed one panel on February 14, 2022, and NOW I HAVE TO WAIT ANOTHER WEEK according to."KEVIN" who kept placing me on hold!!! My service date should ASAP ESCALATED. Mrs. Phyllis **. February 16, 2022.

I really like the new panel and how easy it is to operate. I miss not being able to program it for stay in the èvening. It would be great if the system allowed you to select the time you wanted the alarm to set automatically.

Service visit. Very pleased with technician. Very professional. Covid compliant. The technician was prompt and he explained what he was doing. He answered questions and was knowledgeable about the equipment. I would recommend this company to my family and friends.

Tech could not fix online but tried before scheduling a tech to come to my home (in the same week). The tech was sensitive to my needs & went thru several attempts to fix the problem. Tech was friendly, informational & went the “extra mile” to solve my issue. The tech was concerned about my pet prior to testing the alarm.

I waited on hold for 52 minutes before speaking with a representative. Jordan was lovely to speak with and very kind, but in total it took 2.5 hours on the phone. Jordan was very polite and understanding and resolved the issue but I am quite frustrated with the wait time and Brinks in general. Far too much back and forth to get things resolved.

I spoke with Juan after experiencing an issue with an entryway alarm. He was patient, professional and advised me via phone how to attempt correcting the issue. The problem was resolved without further issues. The transition was smooth changing from my previous system to the current system. My only issue had to do with multiple rescheduled appointments which made it difficult to plan for other needed responsibilities but So far I am pleased with the service. I have only had this service since February 4th. Will have a better idea how I feel after a few months.

Received a new upgraded panel. Had to call tech support to setup. I don't remember the name of the tech that helped me but he was very patient. He was also knowledgeable and professional. Process took a while but tech remained patient.

The worker that arrived was courteous and efficient. Very pleased with service. Not pleased with the wait time on the phone service. Was on hold for over an hour. Again pleased with work done on system but not the ability to talk on the phone.

I tried using texts but couldn’t get help, called support twice and on hold for over an hour both times. Still no resolution to my issues. Submitted two surveys and no one has tried to reach out to me. I am ready to cancel service.

Unable to speak with a live agent concerning questions on my account. I have questions about billed amount. I did not receive a yard sign when system was activated. I need to update my code word but online system will not allow.

I was at work, we are not allowed to have our phones, so I didn't 1 get the message from Brinks that my alarm was ringing. When I got the message, I immediately called Brinks. The lady customer representative was very helpful, and answered all my questions.

Quick and painless for technician to complete changeover. Technician also provided options for possible future upgrades. Technician explained how new keypad works and how to operate. Also directed me to where to download and install the app. The technician made sure I understood everything and was happy with the system.

I am so grateful for tech support. They did a wonderful job helping me fix my doorbell camera. I hope that I can always get this type of service. Thank you so much. I feel much safer knowing you all are there to help.

Everything went well until I did the actual install on the window. The service technician hung up on me and the sensor doesn’t report properly to the alarm panel. It shows the window open even though it is closed. So I guess I’ll just have to live with it not working. I thought the technician would call back but they never did.

The only thing I was unhappy about is that AT&T Digital missed 9 window sensors and I had never noticed in 6 years. Then I got stuck for their mistakes and had to pay almost $400 to update for the new system.

I was very pleased with the service I received. I also felt that she care about my satisfaction with the aide in eliminating my problem. As she worked to resolve my problem, she checked on me, letting me know the steps being taken.

I was upset that the keypad didn’t have a pause for you to exit the house once you pushed the setting you wanted, such as AWAY or STAY. If you pushed away the exit the alarm would go off and you would have 30 seconds to punch in your code.

Installation went well, once they scheduled it. Scheduled in Dec for January, but someone forgot to put on work order. Rescheduled again in January for February and they arrived. Young man that installed (switched from ATT to Brinks) was very good, communicated well, and pleasant.

Trying to make contact with Brinks is a upsetting task. So many prompts and too long a wait to speak to a person. If you are lucky enough to speak to a person it is hard to get them to understand what you need. You get disconnected because you are on hold so many times. Third call back I was able to get a person able to help me. The service technician that came to the house was very courteous and helpful. He completed the task and fixed my issue. Thank you for that. Please do something about the calls for service.

My customer service worker was so helpful. Thanks for having a good person like her to help when a customer needs help. I really wished that there were more people like the one that helped me today. Also the person would love being very considerate with older people like me.

That technician came out he was very knowledgeable and very understanding of where we wanted everything to be set up including the sensors. He made sure that everything was working throughout the house. He was a very patient and understanding technician. I would refer him to come out to do service for my family.

I had good experience with Brinks. I had no issues when I call them. They are very polite. First thing they ask for is your password and help you with your issue and yes I will recommend them to family and friends.

The service number pushed me to text support. I’ve been with them for over an hour with little progress to show for. I am still with them via text and there is no progress. If I call back, the current hold time is greater than 25 minutes.

Everything went smoothly and quickly. Excellent tech, fully knowledgeable. He answered all of my questions and walked me through its operation both online and through my cell phone. He respected my home and properly distanced himself. I would highly recommend him to anyone.

My appointment was cancelled because by Brinks, it was rescheduled for a week later. The day of my appt, I called to get an idea when the technician would arrive. I was told my appointment was on the books but no technician was assigned, so the appointment would not take place. I had to keep calling Brinks to see how the issue could be resolved. A contractor was assigned to put in the camera, but could not come till the next day. Luckily the technician did come the next day, but could not finish the installation, so had to come back a few days later to finish up. After he left, I realized that the camera angle should be adjusted slightly. I called Brinks and was told I would have to pay an additional amount for contractor to come back. I think Brinks could have handled the whole situation better.

Am ATT customer converted to Brinks. Have called several times to obtain appointment and waited from 35 minutes to an hour to get someone. Technicians at the house found Windows lacking monitors. I called and ordered them. You sent wrong ones. I called to get correct ones sent. Technician also said panel needed to be relocated from garage to inside house. They could do this with one visit when came to fix windows. Called and waited 40 Minutes to get a person to arrange this. Was put on hold several times. Was eventually told would be a charge for this. Why since you are already here? Happy to discuss further with a manager.

Camera goes out and does not record at least once a day. The night vision on the camera is like there is fog in my yard. Needs an upgrade to the camera and possibly a system check as some sensors don't let me know when something is opening.

I was very pleased with my service for the first year but as of late I've grown very frustrated with the Brinks App. It seems we have a limited amount of saved images per month and I was not told this when we signed up with Brinks. We are in the middle of the month and we are at our limit. If this continues I may look elsewhere for services. We need this feature fully without restrictions

The tech went above and beyond. Very knowledgeable and friendly. His patience was amazing and he connected all our devices and the security panel inside. He replaced the wrong Doorbell camera that was left by the previous tech and made sure everything is working.

My side door bypass and the alarm keep going off due to this issue. Also, I have to leave the door open just to set the alarm. I’m getting frustrated due to this issue. Every time it happen the alarm people call me, I have to stop and pull on side of the road just to deactivate and reactivate my alarm. Sincerely yours Roxanne **

It’s almost fun troubleshooting issues with the techs at Brinks. They are always friendly & enthusiastic, dedicated to solving whatever problem or question I have & I always learned something. They Never seem to be in a big hurry to get off the phone. & there have been 2 techs at once the last couple times. I think that one may be in training or just listening to give an alternate view. I am impressed!! Issue is always solved.

Very good at his job, nice and took his time to make sure everything was the way I wanted. Give him a A+. If I have another problem I would like to have the same tech come out. Very, very professional and love the work he does

Installation was a good experience. Technician was knowledgeable. Follow up customer service was really lacking. I needed assistance with the Brinks app and setting up our account with Brinkshome.com. If you can see the text messages I was receiving you will understand poor quality service. Plus, the waiting times to get assistance was very long.

I never signed-up with these people in the first place! They bought-out Protect America. My issue initially was the excessive on-hold time (30 minutes) with extremely loud commercials running the whole time whenever I called "Customer Service" (I do not believe they understand what that term means!) and if I turned-down the volume, when someone finally does answer, their voice volume is so much quieter they cannot be heard, so I do not hear them and respond, so they hang-up!

The upgrade of the equipment was completed. Thanks to the knowledge of the person that help me. I'm very happy that this person had the patience to deal whit a grouchy old men. Thank you so much and yes I will recommend Brinks Home Security

The camera is not working. The back door when it's open is not working. A lot of work not completed. Floppy work. Camera taped up. Not secure. Camera in the back up to high recording all cars and everything that it shouldn't be recording.

The installation went well on Feb. 10th. Then I started receiving messages that two of my windows were low on batteries and my outside camera was not working. I could not get Cust. Service to help. After providing my login credentials, they could not log in. I tried it and was successful. I asked to speak with someone, but it was only a chat line. I gave up in frustration. New system installed with failed batteries and no help.

Very happy with our new system. Love the voice reminders and the photo display on panel such a nice feature (like a little art museum on the wall). So easy to use. I can do everything from my phone which is a real plus and no more typing and retyping the user ID and password. Highly recommended

Surveillance camera not recording activity. Camera would not record activity in driveway, but would record movement on street. I did not want to receive messages each time something moved on the street. Camera needed to be reset and refocused to operate properly.

Service was excellent and the technology is great. Brinks is one of a kind and they are in top tier of home security. I highly recommend Brinks and please spread the good word. GOD bless. Have a great day and please keep safe

Did not solve my problem. Been a customer for over 15 years. All the problems with system all they did is try to sell me some battery or and a camera on door that I didn't approve but got stuck with Bill for next 3 years. Don't even have use camera on phone. Don't glad my plan is over on April. Will hire a new company. Thanks for nothing. Sincerely JOE **.

I have never run across a company so inept at customer service. Yesterday it took literally 24 hours to get anyone to respond. Your text system is non existent. It took three weeks to schedule a install. I wait at the designated time and date and no one showed. I called the next day, wait two hours to get someone from Brinks only to find out the order was lost in Scheduling. It took another three weeks to arrange another installation and the tech forgot to install a second motion detector. I’m attempting to contact the install tech and find out why the second detector was not installed. Help if you can.

Ernie replaced all the batteries in the sensors and showed me how to do it. My only issue with Brinks Home Security is talking to a live person on the phone and sighing into my account. I have to use alert.com to sign in and then I’m not able to see my certification letter.

System upgrade was done. Y very knowledgeable tech. All the work was done at our control box with the tech in phone control with his office. It did take about two hours to complete, however this was because the first test of the system failed. All in all very satisfied especially since we are to receive one month's service at no charge.

This is my many reply to numerous complete a survey with regards to Brinks home security system located at **, cell phone **. I have nothing but total disappointment with my security system. Honestly, I wish I could opt out of this system. It’s been nothing unreliable since day one of installation. I’m paying as I promised. But Brinks is NOT living up to its promise of quality service. Honestly I’m sick tired to no avail of non-service providing system. Nothing is working as promised. My property is totally unprotected for the past 6 months.

My kitchen door motion detector stop working. I called you Brinks, the customer service person who called themselves helping me told me my replacement will be out the next day. I didn't understand that but I took her word for it. Two weeks later I called again the guy told me nothing was even ordered. So he promised he would send it out. He did send it out. I put it on the door. It still wasn't working. I did not have time to call you all so it took about 2 weeks for me to call you.

I have tried to call and cancel and get put on hold for a long time and get hung up on! I can't connect to my ph alarm ever since they switched the chip to 5G. I also can't get it to stop randomly going off for the low battery error.

At installation our front door keypad lock tech/installer said not compatible, to call Brinks. So I did and thought the girl understood & I thought she was contacting the tech/installer who came but nothing has been received or done re:front door keypad lock. Also she was going to have tech/installer call me back ** and I haven’t heard from anyone except this survey which I believe I’ve answered once. Could someone call me regarding this matter. Also, not pleased has how the wires for the camera at garage are exposed, etc. Thank you.

Most definitely with excellent customer service. Installation was quick and a very good technician. I called a few days ago and this was an excellent call to ask a question and I was treated with honor and respect. Question was answered and resolved. Lee up the graft work. I am recommending Brinks to everyone. I can.

My installation man was wonderful, helpful, patient, kind. That being said, the day after he left three or four of the alarms started showing low battery. I have no idea how to change them, and every day I get notifications. I have batteries, I’m just not sure what to do with them!

Kacian was very professional and personable. She provided outstanding quality customer service and ensured I was fully satisfied with the service. Kacian is a highly skilled customer service representative with superb communication and listening skills. She addressed my concerns and customer pain points with superior results.

Being moved to Brinks after AT&T sold off their assets was the best thing possible for us. Fabulous service, fabulous system, easy to use. Had no problems with install, or system working the way it should. Very happy with the service and would highly recommend!

The rep answered and put me back in the queue to hold. I was on hold and then realized I was placed back to the queue as though I had just called in. It has happened several times. I'm a patient person but this is an issue with your customer service.

I have trying to resolve an issue of my security system for last three months. Customer services was not helpful until I talked to Doniel today. He offered me a new system installed without any cost with a 12 month contract. No Supervisor contacted me after repeated request. They charged my account left and right for the same issue that is not resolved as of today. I request customer service to take care of long term customers more friendly and professionally. Thanks.

I started trying to get my system updated 05/2021...still haven't seen a person. 10 no-show appts and more hours on hold than I wish to count brought me to 02/2022. Go somewhere that appreciates you. Brinks is not that company. All they appreciate is your money. I was told that the Birmingham, AL area has one (1) contractor company and one (1) company installer. Let that coverage sink in for a minute. Supposedly they care about their customers, at least that's what the never-ending hold message tells me. If you can manage to stay awake long enough, and your phone doesn't run out of battery (real life side effects of their "customer service"), then you get shuttled to another hold for the "customer loyalty" department. Just save yourself the hassle and heartburn and buy a dog. I would rather spend endless hours picking up the droppings than spend another second on the phone with them.

Worst experience I have had. Scheduled appointment. No shows are common (twice for me); sent wrong door sensors to be installed; insisted I install the door sensor to no avail; hold time is at least 20 minutes each call. But they insist on 3 yr contracts; hence, why they don’t have to provide great service. If you are considering Brinks; don’t..

I have never had such a horrible experience with a company. I missed your call was wonderful, and when the guys came out to install the system they were helpful and letting me know that the cameras would not work with a mesh internet system. So they told me to call back and cancel the cameras and we could go with a more basic system. So they left, and I called.

Updated on 11/10/2023: Same story I wrote review 1.5 years ago, had a contract with Brinks Home Security for 3 years from 2018 to 2021. In the beginning they gave me a discount for 2 monthly payments and issued a check, however when my contract was expired (after 3 years! Automated payment was set up, everything was paid in full), and I decided do not extend it, they want to get back the discount they provided! They sent me a letter stating I owe them additional costs for 2 months to close the contract.

Terrible experience with this company, I started alarm service 5 years ago with Brinks Home Security, after several false alarms I disconnected the equipment because I was not able to sleep, last year I decided to cancel the account and started the nightmare, it is impossible to cancel the service!!!! I have called multiples times and speak with several customer representatives, they said that they are unable to cancel service, needs to be done by cancel department, then transfer the call to "Cancel department " but nobody answer the phone, I send an official letter requesting cancellation 4 months ago, I still paying monthly bills ($ 54.00), and I don't have a way to cancel the account, big mistake to contract this company.

I waited on hold for over an hour twice to be told that I can only cancel my service after I mail “their” designated form to them. They refuse to accept it by email or fax. Two months later, they are saying it was not received. USPS tracking number says it was. They wouldn’t even send me their designated form without me having to expend a lot of energy to make them do what was necessary, based on their ludicrous procedures, to get me the form that I needed to navigate through their rigorous, ridiculous scheme-like closing process.

Beware!!!! Brinks is using the "cost recovery fee" as a way to raise prices. My monthly bill is $25.00 and my cost recovery fee is now over $6.00 per month. This fee has been raised by over $3.00 in just the last year. I spoke with customer service (which is a nightmare in itself) and requested a copy of the notification, which explains this increase, until now I have not received it. Customer service directed me to their website, but while on the phone with them, they were also not able to find the explanation. Any agreed contract, with them, is not binding because they hide increases under "cost recovery fees".

Brinks reached out, cleared my account and per my request closed it. Thanks for adjusting the policy to accept a reasonable resolution.

A couple of years ago I had a technical issue with the alarm system installed at my house. I called the alarm company to reported (at the time, Protect America that was eventually bought out by Brinks). After 23 days, the issue was resolved and I was promised a $150 gift card as a "compensation" for the lack of monitoring service and all the hassle I went thru to get this problem finally settled. Time passed and the card was never received. Since then, I have been calling periodically (both, to Protect America and later to Brinks) to see what happened.

ATT Digital life has offered me a free transfer to Brinks alarm system (ATT probably going out of alarm system business). It took 3 months for them to install my system after two previous appointments were cancelled (in the last minute). The installer spent a good part of the day. However he failed to properly install one of the cameras. Also Window 10 can not connect to the cameras. When I called, about two hours after the installer left, they stated that the earliest appointment to fix the problem is 40 days away. Unacceptable.

I signed up with Monitronics in 2012 so I own my equipment. I have not signed an updated contract with Brinks. I am now being told in order to cancel I have to pay the remaining balance on my contract which is over $800. When I ask for a copy of my contract I am forwarded the original contract from 2012. I just want to cancel my service.

As a new customer coming from AT&T I was disappointed because the technician did not remove the old sensors and put in new one since all were dead or low. I called and made an appointment for Jan 25th. After staying home all day, no one showed up. I now have an appointment for Feb 14th and hope someone shows up to finish the hobbit.

Was very good at his job. Very informative about what happened and had our system up in running in no time. Very friendly. We had a great experience. He also made sure all of our equipment was running and working properly. Would recommend him to anyone.

Installer was on time, very polite and quick. The only problem I can complain about was not on him. It was from the week before where I was charged $20 for technical support for my ISO (image sensor) which ended up still not working. Not only that but was completely knocked off my system so nothing. No images can be taken.

So Brinks called me today offering what they called a 'deal' to close out the contract. They offered me a 30% discount on my remaining 6 months of the VERY LONG 3 YEAR contract even though I have disconnected their service. I'm so tired of dealing with them that I agreed because I just want to move on. I would recommend that you take your business elsewhere to a company that offers a great Product and Service and not Brinks which offers a terrible product but a long contract that locks you into the industry's longest contract.

UPDATED 3/02/2022: I submitted an issue on Jan 21, 2022. The company replied on Jan 24, 2022 stating that they would review my issues and contact me. Here it is March 2, 2022 and no one has contacted me. Called in to cancel service after I thought that this was already taken care of, only to be billing for another month. Called to cancel service and have been on hold for over 1 hour. Either customers are cancelling in drives, or they make it so unpleasant to reach someone to cancel that you give up. Stay AWAY from this rip off company!! I grade it F--

I had an appointment scheduled with Brinks and had to cancel for an illness in the family. Brinks was very understanding - which I deeply appreciated in these difficult circumstances. Many companies care more about their own agendas than they do their customers' health and wellbeing.

Just had to wait 6 months for my problems that you installed to be fixed. 5 service calls. Unbelievable. I should have gotten 3 months plus free monitoring. I'm a loyal customer and this is what I get....My garage was unprotected the whole time.. Just a horrible experience all around. But you don't care....

The Service Technician was prompt in arriving during the specified time period and was efficient in finding & repairing the problems with the system. We appreciate him taking time to explain the “what and why” of the work he was doing.

Contacted rep to check consistent payment record since inception. Making payments on my end has not changed. Contacted bank. They stated may be a mail problem around holidays, especially. Looked at bank statements and payments have been sent no later than the 3rd of each month. Want to ensure this difficulty, which looks like a posting error on the part of Brinks does not affect my credit. Rep was kind, considerate, professional and understanding.

I am giving five stars for courtesy, willingness to assist. But the issue is not resolved. I do not what my next step is going to be. I am only 50 percent secured with the system. I was away for month on a business trip. Feel unsecure about my service.

After waiting over two months for attention, finally a technician came who worked tirelessly to resolve the problem. He was professional and courteous. You probably need to find more people like him and customer service, Heather. It’s been tortuous dealing with Brinks.

Helpful, patient and professional. My call was answered in a polite manner. I was guided step by step with what needs to be done. To my satisfaction the system works. All sensors and magnets are in place. We tested it multiple times and everything is great. Thank you.

Very informative. Explained all well. Very professional. He knew what he was doing. Didn’t hesitate to stop and explain any questions that we had. Assured us that we were in good hands with Brinks. We are very pleased with the set up.

Upgrade was quick and informative. The service tech was knowledgeable and respectful. Would recommend Brinks to anyone. I love the fact that Brinks notifies me via email in a timely manner if there is a problem with the system at our house.

The individual was very knowledgeable and helpful when setting up the door alarm again or the sensor. A very professional. Direct to the point. A good experience. Thank you. She was very helpful in answering questions about future requests when contract renewal comes up.

The mobile app is very easy to use as well as the home monitor with super definition images. And the customer service is very knowledgeable and understanding. I would recommend Brinks home security system to anyone looking to upgrade or install for the first time.

I need for you for you to call me. The wall unit is not working properly. When you push stay the lights turn red. I've tried to call you on many times but I cannot get an answer. You keep putting me on hold and nobody returns my call.

Smoke detector malfunction which alerted fire department but was really low battery. Main panel is blank and cannot make adjustments. Made several calls. Earliest time anyone could come and look at panel in smoke detectors was January 24 at 1 PM. Not able to service myself and supervisor would not call me back with alternatives. Afraid smoke detector will malfunction and fire department will be sent to my house. Brinks is Not responsible to alternatives since address is not primary and no one lives there. If you really care someone will call me back since I now am in Burlingame California. Bill ** phone# **

I love my Brinks service. I have upgraded to cameras and I am glad I did. It is often difficult getting through on phone but when you do, everyone is nice and knowledgeable of the Brinks system. Awesome service and reasonable priced monthly fee.

Technician was very polite and very knowledgeable. He kept me informed on the time of his arrival, which was great. He went over all the details with what he was doing and also explained in detail the use of the panel.

Technician was professional, proficient, and personable. He was Five Star! I showed him my non-functioning Smoke and CO2 Detectors. He determined that they had both exceeded their expiration dates. He offered to dispose of them and said Brinks would contact me about replacement. I have heard nothing from Brinks. No stars awarded for follow-up.