Brinks Home Security Reviews

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.

Technician Rene (I think that was his name) came on time as expected. Very well know what he was doing. Took his time to teach me how to solve the problem I was having which CS can't do. Very good customer service. Thank you.

Customer support send a tech to address two problems with the installation. Tech did not show up, didn’t contact us nor rescheduled. Is it because we have window sensors that need new batteries? Probably. That's a trick that ATT techs pulled. I get the correct batteries sent to me once a quarter and I replace the batteries myself. Send the tech but don't make him/her replace batteries before they leave. They just don't show up!

System installed 11/24/2021 and hadn’t worked right yet and can’t get any help from Brinks. Waited today for tech to be here between 12-4pm. Never showed up. You can forget getting help on the phone. Can’t get billing, tech support or customer service on the phone.

Had new panels installed. I must say Danny is one of the most professional tech I’ve seen in a long while. Very thoughtful and thorough. Knows his equipment and how to get the job done in a timely manner. Great service.

Wasn’t the reps fault but I don’t think it should take a week and me on the phone 4 hrs to schedule an appt to upgrade my system. I’ve been a customer for almost 20 yrs. The rep ended up keeping me on the phone while she reached out to the scheduling dept. to help me. The technician for my area is on medical leave until first of year. If my system fails to function who will be responsible and am I not going to be charged for a service that is your fault doesn’t work?

System easy to use, doorbell camera and back cameras are a plus except back camera goes to black/white at night. Setting up bypass for each contact is inconvenient, remote panel tends to fail often, remote access by cell phone is very convenient.

My door bell camera stop working. Notify Brinks. Schedule an appointment for the tech to come out Saturday 12/11/2021. No call no show (tech). On Monday I call back to brinks to reschedule and voice my appoint. No problem, made another appointment for Wednesday 20/15/2021 between 9am till 5 pm. On Tuesday at around 10am brinks send a text that my time has been change to 2:20 pm till 6:20 pm time frame 9am till 5 pm arrival for tech. After taking time from work. Brinks contractor never showed. To make a long story short the company that brinks hired for their jobs are very unprofessional. At this point l want to cancel my service with brinks. I will not recommend, if they continue with the contracting company they deal with, and l know l am not the first complaint l am sure of. VERY POOR SERVICE. I only giving one star only because when submitting it will not allow me to unless you select a rating.

I am looking at a monitoring agreement from 11/5/2019 for 3 years for 36 months ending 11/4/2022 at the cost of 19.99. So why am I being charged 21.99 plus tax now? Is it because someone called and tricked me into another 3 years a year too early? When these 3 years are up I will not be resigning with this company. Doc. ID **.

The technician was courteous, knowledgeable and efficient. He was able to explain to me how to access the software on my phone as well my wife’s phone. He demonstrated how the cameras worked on my phone. The technician also explained how to arm and disarm the alarm with my phone as well as the pad.

Professional and very knowledgeable. Checked everything out and made sure we understood the system. He replaced the old system with new features and explained in detail what we would be doing. We are happy to be part of the Brinks system.

Trey did an excellent job on installing the alarm system. He took his time to make sure that we understood how to use the alarm system. He was very professional throughout the entire installation. I would give him a 5 star rating or as high the rating would go.

Editing the internet data for one of the two cameras. Take some hours to put in function. Thanks to Moya for her support and patience with me. Was fixed. The other one will be fixed by the technician during a week.

No one showed up for the ww appointment that was scheduled for December 8th. Then I no one called the following day. I called Brinks and waited 45 minutes. Very upset the whole time and talked to someone who said that a team member would call me but no one called.

Called for service because of random alarms and inconsistencies in trouble alerts so I called in and tech Troy to troubleshoot while I stayed on the phone. After several minutes and no positive results a tech was dispatched to my home a few days later.

I was previously an AT&T security customer and have now transitioned to Brinks. Brinks is an indescribable improvement in both customer service and the quality of equipment. There were some transitional issues that popped up, but through valuable follow up by Brinks these were either rectified or soon will be. Camera resolution is excellent; sensor response is nominal and the system is very robust but user friendly. I would without reservation recommend Brinks to guard your family and home.

Representative was very helpful and cordial. Told me about a camera upgrade and contacted the installation tech to schedule an appointment. She was easy to work with and very professional in her dealings with me.

Absolutely the worst experience. Transitioning from AT&T no longer does security systems. I’ve been with them six years so I upgraded to the new digital this and that and that and this and Brinks missed two Saturday appointments that I took off work for even though they were confirmed with the Saturday a.m. email confirming and then a no-show on both occasions then me back several weeks to finally get my install a week ago versus bumping somebody else. After frankly jerking me around for a month needed some follow up service from our install as the fire/carbon monoxide detector from ATT that’s wired was hanging down prior to the tech visit and I told Matek that needs to get swapped out as agreed and that was never done. So I have no smoke and carbon monoxide wired protection. however I have the battery operated ones in the rooms but that’s not the point. I’m supposed to have a farm fire police BRINK’s monitored…

Great service and great tech. Tech was very informative and I was satisfied with his work. My only issue with Brinks is that when the problem started I called Brinks immediately and it was days before they could come out. No alarm system for several days. Other than that I love your company!

Installation was accomplished without any issues. I was informed about the timing for completion from the installer. The person who reviewed my system stopped by to check and see how things were going. I am pleased with Brinks and the security system.

Took 30 minutes to get a person. Weekend and after hours, no one is answering the phone. Installed new system on Friday (12/10). Already several batteries are low. Hard time to understand. Don't know what kind of batteries we have to buy.

Ty got here and went right to work. In no time at all he was showing me how to use the new panel, etc. Very professional and courteous. He even came back by to show me how to replace a sensor battery 3 days later. Great customer service.

Repairman came out and immediately resolved major issues that your online tech support over one hour could not resolve via phone. My system is new so there wasn’t a charge for the home visit for which I am also grateful. The audible responses are a great tool to know which doors windows are open

Our conversion from Digital Life to Brinks was an amazing experience. Caden, the technician, was superb! Very pleased with our new service. The new app and control panel are so easy to use. I will highly recommend Brinks to friends and family. Thanks for everything!

The man that did the install was very professional and knowledgeable. He walk me step by step thru the new alarm system in my home. Outstanding service and would recommend to my family and friends. I am completely satisfied with our brand new system.

A technician failed to replace all of my motion detectors last April. Called for an appt when I realized it in November. Took off from work and the technician never showed up, despite me calling to confirm earlier that morning. 3 customer service reps and I have another appt a month from now. 2 of the 3 customer service reps told me they would be crediting my account 3 months of service for the lack of working motion sensor and the technician failing to show up. The credit has not been placed in my account.

Early this month (December 2021), I attempted to order my initial yard sign, online, two separate times. Each time, I received a reminder that I would be charged, for the initial signage. I then called in to your customer service department. I placed my order, and was assured by the agent, that I would not be charged, for my initial sign. However, on 12/10/21, $56.71 was charged to my credit card, even though my account only indicated charges, of $45.40. On 12/13/21, I made two calls your customer service department. Both time my call was place in the queue, and I received a message stating that my wait time would be between 2 and three minutes. I waited 18 and 24 minutes. During the second call I attempted the "live chat" that was recommended. I received a response stating that no live agents were available to respond. Five hours later I received a text, informing me that "...we are now closed...", and "Thank you for chatting with Brinks Home!"

Deadbolt on back door cannot be put back online after battery replacement. I was told by representative that I would need to pay for a tech to make a house call. I wish I would have known this before hand.

Took me 3-1/2 hours with waiting, being cut off, and having to explain 4 times to different agents what was wanted: to change the delivered base station to the one we originally had in our last home. Finally got it settled, I hope. Service is scheduled for 12/30. It should not have taken this long. Was ready to change security providers. I actually felt bad for the reps as they were getting as frustrated as I was. All I can say is, thank goodness I'm retired and could persevere for 3-1/2 hours.

Complete check and battery replaced. Thanks and regards. The technical representative was very helpful and proceeded to check all the alarms, one by one, and the motion sensors and the breaking sensors also. He mentioned that the whole system was working perfectly. Once again, I was very satisfied with his help, support and service. Thanks again.

I spoke with a customer service representative regarding my bill. I was promised the same rate as I had with Digital Life, but my first bill had two surprises. I was charged for paper billing which I had not requested in my contract. I was also charged a phantom “cost recovery” fee. The representative said he would credit the paper bill fee and give a $20.00 credit on the other fee, which should cover about 10 months of the charge. Apparently the cost recovery fee will continue to appear on my statement, and I will have to call back in 20 months to request additional credit. I am not wild about this procedure, but if that works, I can live with it. We love how easy the transition was and think it is better than the one we had.

Whenever I need help I can talk live customer service people, who are very polite, listen and help all the way and the technical support people are the best. Couple of weeks ago I had a problem one of my panel, I tried but couldn’t open so I called the technician. I think his name is Jim (sorry if I spell wrong). He walk me step by step not only that couple of days later he called me to follow up. I was overwhelmed! Best customer service.

So far everyone in tech-support has been helpful. Dwayne in Jamaica is the last one I’ve spoken with and he was very helpful with getting a time for tech to come to the Home and upgrading and/or repair our system.

The tech fixed the cameras and changed door sensor. It worked for 2 days then starts working on and off. The camera also acted up once but came back on. For now not sure this system will continue to work. Has been problems from the get go

The installer is why you get 5 stars. He was incredible in customer relations, staying until all aspects of the job were done, and educating us in using the system. You would get ZERO on follow up phone support. It has been nearly two months, and I still haven't gotten the promised yard sign and decals. Why don't you just include, or offer, them when you do the install.

Each time I called, I had to wait at least 20 min. Then on same call getting connected to someone else for assistance was at least another 20 min. I have been on the phone for 5 hours during this past month. After my last call of over an hour, nobody in tech could help me. I have to wait a month...til next year to get an electrician to come out. Your recording said, "Your call is important to us..." I beg to differ.

I hope in the future I can pay my bill from the. It would be really convenient. I also wish I had a way to know which if any other products will work with my Brinks system like other cameras and doorbells.

Appointment was 8:00-12:00 on Dec. 13. I had received an email confirmation. Technician called at 11:00 on the 13th. Said whoever made the appointment must not have looked at his schedule because he could not come that day. Unacceptable. He should have called way before 11:00. Rescheduled for the 22nd.

They were very courteous and concerned. They made a call and came back to set me up. They checked to make sure everything was working properly. I appreciate their service and knowledge. I found out things I needed to know thanks to them.

My recent upgrade went extremely well and I was really happy. I was able to schedule at a convenient time and the technician was prompt, efficient, and friendly. It also didn't take as long as I thought it would. I'm very pleased.

Waiting for someone to call me to schedule to come finish the job that wasn’t completed it first time. I have called at least 4 times just to be put on hold for 50 plus minutes just for someone to tell me that I would have to call back.

I am so glad I have this system now!! It just put At&t's system to shame. I had continual problems with it. The technicians that came for Brinks walked me through the whole process and made it seamless for me! Thank you so much!! You know what you are doing!! I love the pictures on my panel!! Awesome!

Called at 10:30 on Thursday to schedule equipment upgrade. Got off the phone at 7:54 pm. I was also trying to use the text and chat options. Both are useless. Was told that I would be contact on Friday morning. I wasn’t. Called at 11:30 to cancel on hold until 3:50. Transferred to various depts. Finally was told that I would need to sign electronically. Fine. Received email with an offer to stay which was $4 more than what I was paying. Had to call back on Monday because didn’t receive cancellation email. On hold 4 mores hours. I had been a customer for 15 years. This is completely inexcusable customer service.

The website “can’t validate” my account. It is terribly frustrating being ask to reset a password! I’ve used the web portal by entering (brinkshome.com/account) & I’ve tried the link sent via an email What can be done to easily correct this problem? Is it better to try and speak with a real person? The virtual assistance doesn’t have an answer.

Technician was professional and courteous. Answered all questions and made sure I knew how to use the pane. We like that it talks to us. l we also like the beautiful scenery on the panel and the count down when we need to enter code.

I spent countless hours waiting for service tech help on multiple days Got so far as a job number but lost connection. Another time the tech took the number and tried to get scheduling. After a long wait she said she would call me when they contacted her. I have heard nothing. This is terrible service. I can only imagine what would happen if an alarm occurred.

Attempting to call customer service has been a challenge. The automated questions do not relate to my issues and I have yet to be able to talk with a customer service agent. I am in need of guidance in terms of my NOTIFICATIONS. Please have someone contact me at **

The tech was extremely knowledgeable and went straight to work. He fixed my smoke detector problem, tested it and was on his way in no time at all. He said if the smoke detector were to go offline again that I should contact Brinks to have a brand new AT&T smoke detector ordered so it can be replaced.

Upon Renewing our contract with Brinks we were given a service call to check out our alarm system. During the same time period We started having some problems with our system. When the tech came to Call, He could see that the system had had problems, but he couldn’t fix it because it wasn’t malfunctioning at the time. A few days later it started having problems and has had problems ever since. The tech is it supposed to return Friday morning. We’ll see if the problem is resolved then. If so we’ll be pleased. And you’ll get a higher rating. I think your monitoring is OK or just fine, but getting through to someone to schedule something or to talk to human is very hard to do. That’s a little frustrating at times.

I don’t like to camera service. So far Cameron Service Cameron Sony stay on long enough. Keeps going in and out. Mom says to my light camera service Vera upgrade cameras are clear but don’t stay on. Keep losing service.

It’s takes too long to speak to a representative. If you’re that busy with customer service, hire more help. I waited 45 minutes to speak to a person. It’s takes too long to schedule service calls. The alarm system is great.

Contacted customer support. Scheduled an appointment for tech to show and fix the issue. Tech texted me and said they couldn’t make it. No one ever showed or contacted me for reschedule. I was told my system needed the software updated. Not sure what happened, but it is working again.

Brinks has been very patient with me. I'm paying my bill. My husband had two surgeries in the past 2 months one stent and one cataract. It's been costing a lot of money because he hasn't met his deductible so everything's out of pocket right now. I will send out a check by the end of the month for the 135 and James please patient. Just a little while longer. Thank you. Laura **.

Changed from AT&T to Brinks. Every day now I get notices of low batteries in all my contacts. Called Brinks and was told only one battery needed replacement. Still getting multiple notices daily. A real disappointment. Also, tried to use my username & password, but On-line service recognized neither. Used chat line and was told someone would get back to me in 10 minutes. That was 2 DAYS ago. Disgusting customer service. I’m looking for another alarm company.

I keep getting door tamper. The tech walked me through changing the battery and it was good for a day. I changed the batteries in the remaining doors and the other day I got a message “door door” tamper 19 times. Not specific just “door door”.

I have Brinks products but no security for my home. I’ve had this system installed on December 4 and today is December 15 and my home is not secure. I cannot set my alarm to my home. This is a big mess. When you call you’re on the phone for hour and then the representative keep on the phone and you on the phone for another hour. With no results in hand I’m still waiting on an appointment to fix the problem. Can’t get an appointment until the first of the year so my home is insecure. Very dissatisfied with the service.

Could not get videos on phone. They fixed the problem for me. They guided me through the proper steps to be able to view videos on my iPhone. Did Not have any problems after they set up everything for me.

I wasn’t at home when the work was done; the battery still shows low. Was our system upgraded to 5g? I still not clear as to what the upgrade was… Am I responsible for replacing the battery? My wife is saying it’s in the control panel. I wish he’d told her what kind of battery is needed.

Tech and installation great, but considering the cost of not only a system but the monitoring, I would like to get 2 yard signs and window decals WITHOUT BEING CHARGED. Every other security company gives these to their customers except the largest security company in the world? Doesn’t make sense! I mean it's advertising for YOU, not for me. And, it may act as a deterrent for would-be burglars. I guess I’ll just keep advertising for Digital Life since I have their signs in my yard already.

Gave a 4 because we are not completely installed thus are not aware how everything works. We have only been able to use a small part of the system. Very satisfied with knowledgeable installer who we have scheduled to return in early January to finish installing what remains.