Brinks Home Security Reviews

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.

The worst company to try and connect with to get service or to change your current security system. They should work towards making their processes more customer friendly. The last technician that visited my home for repairs was excellent. Not sure what more direction I can provide the company. If they keep these habits up they’re sure to lose more customers.

Telephoned Brinks customer service and I was transferred to tech-support for some issues I was having with the panel and with the door contacts. Spoke with Paul. He was beyond helpful, courteous, and went way over and beyond in assisting me! Excellent support.

I was good with experience of installation, the clarity of the cameras and the alerts of cars and people approaching the house. The one thing I should've made sure of was the monitoring system and how long after an alarm goes off before a call is made to residence. Otherwise so far so good.

I’m just new to having Brinks Home Security. So far everyone has been really nice and helpful. I’m learning about my new system and I am very pleased with everything. Looking forward to a long relationship with Brinks Home Security.

Rodolfo came to swap out my cameras and key pad that I had with Digitallife. He was very thorough. He explained and set up the app on our iPhones. Such a nice young man, very courteous. I will definitely recommend Brinks to my friends.

Called to price upgrades/add features and got a great deal. Retention agent was extremely helpful and will willing to work with to get what I wanted and needed. She was a great help when scheduling and worked with my schedule.

One thing that stands out is their great tech support. I've only had a couple of issues over the years, but a call to support has always had them resolved quickly. I highly recommend Brinks for your home security needs.

Technician was helpful, knowledgeable & was able to resolve the issue. Please note that this was my 2nd scheduled appointment as the technician for my first appointment was a no show. The actual technician that came out for my 2nd appointment was great. The tech that didn’t show up was disappointing, but everything is good to go now.

Online tech did not solve the problem. Service person on site said they mailed us a replacement sensor not compatible with our system. He fixed it using the right sensor. It now works as it should, all OK now.

Our technician was really lovely and professional and helpful. We did have one problem and that is that the old ATT alarm that he replaced with Brinks went off the next morning when we disabled our Brinks alarm to go outside. Not sure why that happened, but the Sheriff showed up. It's all fine now, but it would have been nice to avoid that before 7am.

I paid over 600 for my cameras plus service and install. And they keep quitting. Then I have to connect them. What good does a camera do if it stops working when it wants to? I don’t want to have to babysit my cameras. That’s the job of the system.

I switched over and asked if I could schedule an auto alarm and was told yes by technician but he left and didn’t show me so I called and was on hold for over 20 minutes. Told agent I had been on hold for 20 minutes and asked was she able to help. She said yes and put me on hold again for 10 minutes and came back and said there is a fee, I asked how much. She said she needed to transfer me and didn’t know. Then I asked for a manager and she said it would be a while since they only had one. In the end I was on for over 45 minutes and didn’t get any help and my issues is still not resolved. I’m very disappointed as a new customer and only been with you all for 2 days. Someone needs to call and assist me or cancel this service.

The technician was awesome. He provided outstanding service, went way beyond the call of duty and was very accommodating. He even stayed a little longer to make sure that everything was working properly! Kayden was awesome. He was very knowledgeable of his job and again he went beyond the call of duty.

The technician stayed with the problem until he received an answer that was appropriate. He was very professional and took the time to explain. I wish the previous technician had said that the camera placement was too far from the router and that there might not be a signal.

Yan was the technician and did an outstanding job. Knew his stuff and was very helpful and courteous. A+ Experience for my intro to Brinks. Highly recommend to anyone looking for security for their home or business. A happy customer. Yan a positive representative. Thank you Brinks.

I really love the iPad look of the key pad and the features are great. Enjoy the pictures that come up. Very easy to use when access entrance and when leaving out. Love the way it tells you when you open or close the door and the messages you receive when you arm or disarm system.

Appointment cancelled with little notice. Changed my plans for two days to keep my appointment with Brinks. Little regard for me and any schedules that I had. Hope the third appointment is kept and on time. This is not the quality I want or expect to receive from Brinks.

Super easy to troubleshoot my old system and schedule an upgrade to the latest firmware and 4G LTE. The service was scheduled quickly and the work was done by professional and friendly staff at no cost to me. Much appreciated.

I've made two appointments for a system upgrade, they have not shown up yet. No email or phone call. I will not stay home waiting for them to come again. If no response from Brinks soon I Will be cancelling my service. The service is poor, at best.

The tech was on time and had the old system switched over to the Brinks system in no time. He was very helpful when explaining how to operate the keypad. We were very happy with the whole experience.. I would recommend Brinks to my friends.

On November 30th I understood that Digital Life would no longer provide security services and that Brinks Home Security was taking over so I decided to continue my services with Brinks, on November 30th a technician came to my home, disconnected Digital Life equipment, installed Brinks key pad nothing more, stating that the latter he had on his truck couldn't reach the cameras that I currently had yet they were disconnected and since November 30th every scheduled appointment up until this past Wednesday 12th has been canceled for one reason or another. I'm just waiting to see if this upcoming appointment will be canceled as well.

Yes I would recommend Brinks to anyone. They are very helpful and respond very quick. I had an upsetting experience and they were right on it and so helpful and understanding. I am a very satisfied customer. Thank you for being there for me.

I think the best decision switching over to Brinks. At first, I was optimistic to change after being with AT&T Digital Life from day one. I am as loyal as you come and Brinks has made a good first impression.

Constant false notifications on doors and windows. Called technical support on Wednesday 1/5/2022 because our app was showing garage door open, when it wasn’t! Technician had me reset garage door controller and now I have no garage door controller on my app. Somehow the technician cleared it off our app! So now a technician has to come out and fix it and I have to wait until February 9.

My alarm system keypad has not worked for close to 1 year. I have contacted subcontractor who installed the unit. He stated that I needed a new unit. Although I continued to pay the monthly bill, I still don’t have a working alarm system and my home remains without security. I am disappointed and extremely dissatisfied with the repair service that Brinks offers…

Service tech was awesome! He was very helpful (climbed ladder several times until I was satisfied with view) and knowledgeable about his job. He updated the main panel for the equipment and fixed the contact issue with the front door. He adjusted camera views as needed and installed a new camera at the front door.

Service man was very polite, helpful and walked me through the set up and explained how system works very well. He was extremely efficient and knew the system very. I called to ask for help with silencing the key pad and lady was able to solve my issue.

Professional service. Outstanding!! Personal attention; excellent. Gave clear answers to my questions and concerns. In my view, your staff were friendly and professional, competent and efficient. They got the job done on time. I was both satisfied with their work and impressed by their personal professionalism.

I requested an insurance certificate by text yesterday and it was supposed to be sent to my email within 10 minutes. I still have not received the insurance certificate in my email. I need the insurance certificate to send to my insurance company to continue receiving a discount on my insurance and that my alarm is monitored 24hrs.

It took a couple tries and miscommunication, but when Allen came out to swap the radio in the keypad, all went very well! Did a wonderful job with the install ABS cameras. Cleaned everything and made sure all was working before he left. App is simple to use and straightforward.

I have reached out twice to Brinks because I have a motion sensor that repeatedly sets off a pending alarm when activated. The technicians have been dismissive of the issue when clearly there is an issue. Nothing has changed in the field of the sensor or in the home and fresh batteries have been installed. If I can’t arm my security system then what good is it.

We had internet issues when the installers were here. They worked with it. They were friendly and knowledgeable. When they showed us the system we loved it. It's a great, easy to use, security system. We learned how to work it in a few minutes.

Kind friendly tech who came in to replace monitor in the home! He also was kind enough to replace batteries on two of the monitors in the home. He was efficient and quick and he wore a mask and gloves the entire time for COVID rules.

Back lock jams. Wish it worked correctly when using the Brinks app. Technician came out and looked at it but couldn't seem to get it to work quite right. When you're watching live videos they seem to be short and you have to go back into the video again to watch it.

I was cut off by your system three different times trying to make an appt for tech visit. Then I was given an appt that was three weeks from date of call. Good thing it wasn’t an emergency. Also I signed up for email billing and have not received one in three months.

We recently had our system updated because they’re turning off the old cell signal and moving to 3G. Kevin was professional, courteous & punctual and kind. I’d recommend him and his company as well as Brinks. We have been happy with our service for years.

Contract installer was great. Brinks sales person that set everything up needs to be more qualified and educated on what you have to offer. Personnel answering the phones for service calls need to be sent back to school for ESL. Their ability to clearly communicate was severely lacking.

Excellent equipment and camera, good customer service reps when you can finally speak to one. I wait a 5 to 10 minutes. I had 3 scheduled service appointments. Waited all day for the technician. No show, no one called. I made a fourth service appointment for later this month. The rep was very apologetic. She found my service ticket with items to be installed. She promised me this time they will show up. She was very helpful. You need better scheduling and communication management. So once my system get all that was promised and agreed upon I’ll change my rating.

We had their service but swapped to a different company after the contract was up. Brinks keeps sending bills for dates after the contract was up. Trying to call them to resolve has been terrible. After you explain in detail the issue that advise that have to transfer you, but the issue is that is an endless loop until the line disconnects on their side. I have called them 3 times and all 3 times I've been transferred 7+ times per call with no resolution. I have spent more time on hold than speaking with anyone in their company.

I am still receiving “system not armed” email notifications for my mother-in-law's home. MaryLou ** is in a group care home. We have her account terminated and closed as of 11/15/21. You have been provided all of the requested paperwork. Surely you have the ability to turn off this “alert.”

Brinks has contacted me after I filed my complaint. They indicated that on further review, we did not sign a new contract when Moni was acquired by Brinks. They said they will cancel our account without any financial penalty. I will say they responded quickly to resolve the situation.

Technician arrived on time. Was friendly and professional. Explained what he was going to do and confirmed installation. Made sure he cleaned up and instructed me on the the disposal of the old ATT digital system, since att was exiting residential home alarm services I was instructed to go to Brinks. It has been a rough start up but hopefully it was the right decision.

I've never gotten out of my way to write a negative review about a product before, but Brinks absolutely has the worst customer support I've ever dealt with. About a month ago resetted its passwords for some odd reason and I was unable to log in, and I've had to call multiple times to deal with it but the support agents were not helpful whatsoever. Be prepared to deal with a bunch of questions to verify it's you when it's obviously you. Even after I shared a password that I ONLY KNEW, they kept on requiring me to verify additional details. Isn't it already in your software? I highly would not recommend.

Been waiting for customer service to call me back for 2 weeks. Christmas Eve at 1:45 pm I get a call. "Will be at your house in 30 minutes to work on your alarm." No you need to make a appointment with me. I have a house full of people. Some customer service.

The technician I had was Ronald. He was very professional and very courteous. He was very knowledgeable of the system. He explained everything in detail and showed me how all the functions worked on my phone. Because of his excellent customer service I would definitely recommend my family and friends to sign up with Brinks.

I was a satisfied customer for many years. After getting new windows installed earlier this year, I called to request new window sensors. The tech should up with a new control panel and no sensors. He said he would place an order and schedule to come back out. He turned off my panel to silence all of the warnings that were going off throughout the day. After not hearing from him for a over a month, I again scheduled a service call. No tech showed up this time. After not hearing from them, my frustration led to a decision to request terminating my contract and seeking a refund. I received a credit for a couple of months, but they continued to charge me for 4 more months while I worked to get the contract terminated. The contract has finally been closed and the charges have stopped. I made another request for a refund of all charges since my panel was turned off but was denied.

My mom died, and I am the overseer of her account. I have contacted them many times. I’ve sent in proof of her policy and they still advise me to get a lawyer for a document. This has been going on for 4mos.

I switched from ATT in August 2021 and the service has never functioned correctly despite tech returning to install camera which has never done anything but turn on. The front door sensor quit working months ago. Five months is long enough to wait for service.

Excellent service, always recommend it to our friends and family. Every time I call the response is fast and help with every question I have had. Don’t have anything negative to say about this alarm and the service of your company.

Like the system very much. The technician was very good at explaining the system to us. He did a very professional job of installing the system and it seems to be working very well. I would like to have a sign or something that shows I have a Brinks alarm system. All other security providers always provided some type of signage.

Our service tech was amazing. He deserves recognition. Did a great job. Customer service was excellent and took time to show us the system. He was nice and polite and made sure everything was good before departure. Switching from one service to Brinks made us nervous but he reassured everything.

Bad customer service in reference to speaking with representatives. It takes too long for service appointments. My service appt was cancelled by Brinks to complete my promised installation with promised items. It was rescheduled for 2 weeks later, Dec 13th to complete my installation package after being transferred from AT&T Digital Life. However Brinks alarm system is much better. They need to hire more help to meet the demand. Hire more customer service reps so you don’t wait over 30 minutes to speak to a person. I like the brinks system. They need to better the service to the customers.

Technician upgraded my phone from 3G to 5G and added one smoke alarm and completely checked out my system. He was very knowledgeable, neat and efficient. You have to be very happy to have employees like this!! Your technician also arrived at the time scheduled.

The technician who came to my home was very professional and did an excellent job in trying to solve my problem. I would definitely want him to service my system again. He did not have the part needed but spent extra time going to get the part from another place. He was also knowledgeable and gave tips to use the system better.

Happy with the service so far. There were a couple things I needed to learn that weren’t taught. It was really really really hard setting up service on the telephone. People weren’t calling me back and I had to be persistent. The hold times are inexcusable. I hope I don’t need somebody in an emergency.

A small learning curve from our other service but I am very satisfied with it. My interactions with customer service and technical help have been very good. I would definitely recommend them. We had some problems with our video doorbell but technical support was able to quickly resolve the issue.

On time, super friendly and courteous, answered all of our questions and was very patient with us, would recommend Justine to everyone!! He checked our whole system out to make sure all of the components were working properly and did not leave until we both had a thorough understanding of all the functions.

I called to cancel my service because I really don't need it and the customer service employee was very nice. Gave me some other options, but no hard sell, which I really appreciated. We live in a very rural area and also are on a fixed income, so not needed. Thank you.

The installation was easy and fairly quick. The installer explained everything and help us with our passwords and internet connection. The transfer from Digital Life to Brinks was smooth with brinks picking up all the same details. Passcode and billing was the same.

I’ve had two appointments and no one showed. No one called and cancelled, no one called to say they were running late. My second appt. was for a morning slot and in all fairness, my grown son, working at home, heard the doorbell ring once at 1:30pm. There was no indication of who might have been at our door because nothing identifying Brinks was left. I have received many messages that I need to update our system, but I can’t do it on my own.

Device recorder needed restoration. Tech came out to assess the problem. Found it called software support to restore the system. Both outside and inside techs were very professional. The visiting tech arrived on time. Additionally the visiting tech offered advice pertaining to our camera locations for best surveillance.

Did not get yard signs or window signs. Otherwise things when we’ll. Thanks for your services. Please send signs for yard and doors. This hopefully make thieves thing twice about trying to break in your home. Thanks again for time to share, about your service.