Brinks Home Security Reviews

The Agent called to let me know he was on his way. Was very professional. Came in wearing his mask. Addressed my concerns. Took care of the issues I was having, answered the questions I had and was on his way. It was late; but I felt comfortable with him. He was about business. Thank you!!

The outside camera is working after two days on the phone and my door bell camera still not connected yet after 4 days on the phone and we're still trying to get it connected. Right now I don't know what to do about it and I still trying to get it connected and working. I don't know what to do about it and I don't know who's response or who's to call to fix the problem.

Scheduling and connecting with BRINKS was awful. The chat suggestion is a joke. TIME Waiting for a human being was just ridiculous. People's time is too precious. It took so long to get through to you guys. It was hard and made me question the referral from AT&T DIGITAL and the referral to BRINKS. Communication with tech went nearly off the cliff on the final day. I just wanted my install completed. It happened. I don't give up. My life story proves it. I even suggested that I'd look for another company and forget about BRINKS. Perhaps they will prove themselves. Here's hoping. If not, I'll move on.

The company did Update on my panel but caused the problem that one is sensor no longer working. After I called customer service, Days later the technician came again. After 2hrs trying the problem still there. They finally replaced the new one for me.

The advisor was knowledgeable and very helpful. Put my mind at ease. I did not enjoy the extremely long hold time to be acknowledged. Also the options are too limited. Maybe add an option called “something else”. Thank You for asking for my input

Since the covid has been upon us all they have been working from home or short staffed. My contact order of who to call first was not correct. And whenever I tried to call back it was always a voice recording putting me on hold. I finally got a better number to contact and got my contact list upgraded. I now can get straight through to the dispatched caller and I am the first contact when there is an alarm going off. Now I can honestly give them 5 stars!!

It makes me feel secure when I am home, and my house secure when I am away. The service is immediate should there be an issue. The technicians are knowledgeable and pleasant. Brinks has been my protector for ten years or more.

The whole process was good, The installer and everybody who did have anything to do with getting me straight was great, but, now I’m having issues with my video bell and connection to my phone as well as my family.

I called for 2 needs. (1). Alert that I was not going to be home for a week. (2). Update my contacts and access to the control panel. Tech Support rep was excellent. We took care of both of my needs in a timely and efficient manner.

I had no issues or concerns. The technician was very good and knowledgeable. The customer service representative that scheduled the appointment was very good and helpful. I was very satisfied with everything so far. I was thinking of terminating my service with the company. However I will remain due to the outstanding service that was provided.

After spending 2 hrs, 34 minutes and 31 seconds, the problem could not be resolved. This problem started back in early April of 2021. I requested for a technician to come out to see what the problem is since technical support can not fix the problem. I was told that due to COVID-19, technicians are not going to homes which I don't believe because I had someone come out when my smoke detector was going off continuously.

Was without security for almost 2 weeks. Waiting for bathroom sensor to arrive, after carbon monoxide detector issues.. Thought it was resolved but it wasn’t. The repairman came back to fixed that issue on Monday along with the tech person at Brinks. Brinks was showing carbon monoxide detector sensor to be a different number from the one that was programmed in the system.

Service person was a day late and calling on hold for way too long for service call. On wait for 2 hours. The service guy was good but had no battery to fix. The lady we called sent us the battery. Sent FedEx next day.

Brinks Security company has excellent customer service in educating customers on the system that best fit their home for better protection and their prices are very good compared to ADT and others. Brinks Security also provide 24-48 hours installation with professional technicians and customer services.

I very much appreciate the young lady that helped me to recover my service due to the fact that I don’t answer any high risk calls which could have been from Brinks & had not received any notice by mail even though stated that it was mailed out to me. Thank you.

The Brinks Home Security system is an excellent set of devices that are not only functional, but are easy to install. While they may be burglary proof, the window devices are not babyproof. That is, if you mount them too low on the windows.

Email Brinks 2 days ago about window circuits 2 that open and closing since installed. No answer back and wait is lousy. Installer very good but left some problem. Switched from digital life and did not these problem. Overall system is ok.

Tech checked out the control box (ADT) but determined the battery was not expired as the panel had indicated. He also checked all the alarm sites and found them to be okay. The tech suggested I get a current Brinks control box as the ADT one is very old and outdated. It is also difficult for me to use. I have tried to contact Brinks to get an new one but have not been successful.

Have Simon XTI security system with red battery notification. Blake last person contacted from other tech support contacts received instructions to remove battery and have it replaced... battery & bulbs had to build substitute. I installed. System was working but still battery error. Blake explained email about package Coming on 17th was new battery. Also took time to explain why system no longer taking video when alarm triggered. Had originally done that. He also explained how to get doorbell picture and explained would need electrician to do wiring from inoperable bell so camera and bell would work. Charge electrician but Brinks no additional charge. I will do later, but appreciated all info and will send new brinks sign. Great customer service!

I have had Brinks in my previous home but the buyers decided after the sale to not take it over. I still had 18 months on my contract. Brinks worked with me and gave me a great deal for the same equipment. Brinks had a local security company do the installation and they were very professional.

My experience from the beginning with John via text all the way with the Tech who serviced the equipment was excellent! My first experience not so positive. But once John got involved everything changed. He modeled what we said in the service industry! You touched it you own it! And he owned it until it was resolved!

After attempting to put a new board that Brinks sent me for my older system after speaking to a rep I decided to go with an upgrade to my system. I wanted to have an install do the upgrade but no one is available before I leave for the winter. I had to call again to have a change order. Hopefully I will be able to install it myself.

Burglar alarm was going false alarms. Contacted Brinks. They advised battery was low. Bought a new battery still not working. The technician gave after 2 weeks and had to redo the entire system. After contacting Brinks for 5 days waiting on hold for 2 hours. Very dissatisfied with this entire process.

Was having trouble with our alarm panel. Low battery on “glass break” and low battery on smoke alarm. Need to know where to locate the device to replace batteries. Find your employees helpful and patient which is very much appreciated.

I contacted Brinks because I am enrolled in paperless billing and I am supposed to receive my bill by email. Since Monitronics became Brinks, I have yet to receive my bill by email. It is Quite frustrating because I may forget to pay my bill on time.

Service tech was very helpful and friendly. He addressed issue and set us up for a home visit. The tech was able to mail us the part we needed for repair and scheduled a time when the new, updated panel will be installed.

I think her name was Kaitlyn. She sent through for the error credit. She was very kind and I did not have any trouble understanding her. The long wait on hold was lessened when she was able to take care of the problem.

Updated on 09/17/2021: Every day that passes speaks to lack of communication and response to confirmation to cancel service request from Brinks. This at the end of a five year contract. No phone connection by specialist handling cancellation of service; waited on line up to 30 minutes. Then no response other than, "You will hear from us on ConsumerAffairs." This simple task then turns into something much more time consuming than warranted.

Have had our alarm system for years. Always feel safe and secure. We have peace knowing our home and us are well protected 24/7. Have had no problems with our system and they are always on top of things to keep our system up to date with the latest changes.

The alarm kept going off. (False) Alarms all during day and night. After sending two servicemen the last one was able to correct the problem. He was a very nice person. I would recommend him to all my friends. You should hire more people like him.

Unfortunately the first 2 Tech Support Reps didn’t want to bother helping me set it up because the length of Time doing so… The next 2 Reps did their best to help me set up the new Brinks System… I truly appreciate their efforts… So the first 2 Rep I give a 1 Star and the next 2 Reps I give a 5 Star…

Technician Joey was fantastic! Knowledge, courteous and speedy. It was an excellent experience. I highly recommend Brinks to anyone. Joey was careful on how and where he mounted the camera and took into consideration the way it would look to keep the room looking clean of wires.

I've been happy with your service when I get to talk to somebody but I'm not happy with the wait times. The wait time just pitiful. Sometimes it's hard to understand the people you talk to but the last person I talked to was very helpful and I appreciate it what she did.

My cloud storage maxed out at 1000, my space allotted upon Brinks contract. It’s necessary to have cameras on 24/7. Was helped to increase my cloud space. The price was more than fair and should resolve my problem. All handled by Brinks team for me. Thank you.

Camera was not recording when my landscaper's crew was working in my front yard, in some cases not even ten feet away from the door camera. The camera didn't record any of their activities. One of the crew members even came on my porch and that wasn't recorded! I explained this to the tech agent and she checked the sensitivity of the door camera and increased it to the highest sensitivity.

Hard to get someone to answer the phone due to long hold times, but once they finally answer, they treat the customer well. I tried to get in contact with Brinks regarding a service call and spent a total of 60 minutes on hold being transferred around.

Service was professional and tech was knowledgeable. Good quality C/S, too… Tech let me know when he was expected to arrive. Tech finished the job in a timely manner. My questions were answered. My being with Brinks for several years was deeply appreciated.

I think the monthly cost to pay is too high. There are other companies in the area like SimpliSafe which offer a less expensive service. I have been with you for many years and the cost is too high. There are some of my neighbors that were clients of yours and have changed to SimpliSafe. Could you offer me a lower monthly fee?

Quite pleased with the professional and efficient manner in which the tech completed the job. Although the work order did not include my camera installation, he saw it on the original from Brinks and he installed it. Also, I appreciated him assisting me with the setup of the app and guiding me thru the website. Thank you.

I have called multiple times to be put on hold more than once. I have been basically passed around from person to person and no one has fixed the issue. I end up getting frustrated and just hang up the phone and try again at a later date to try to get someone to help me but the same thing happens or it’s a 20 to 30 min wait time. I’ve also tried to text but that in itself is confusing and doesn’t get the proper options. My garage door opens randomly and that’s not a good thing. I also don’t know if I have my alarm set and it opens on its own then will that set my alarm off.

I am very pleased with our security system. I feel safe and protected when the system is armed. It's easy to operate. Good value for what we pay. There are a lot of other companies available.. but for the money I know this is the right system for our home.

I have always received good service & have had any questions answered so I could understand. I will recommend to the people who bought my property. They were on top of it for getting to you right away if I set off my alarm.

My experience with your company has been excellent. Never a problem. I’ve used other alarm companies. So far you’ve been by far the very best. Have no intention of looking for another company. Finally, the system we bought is very easy to use.

The phone service is top quality. However, the technicians that come out are not. I have had a low battery warning for a year. When the guy came out said he replaced it and that the light go off in a few minutes. It never did.

Brinks hardware was installed by a professional and informative technician. Additional control devices are easily added on my own. Nice to have peace of mind in case you need it and great control devices to ease your daily routines. Really happy with Brinks customer support as well assisting in getting anything resolved with just one phone call.

I have called several times trying to get help and have been put on hold for a very long time each time I called. I was promised that they would send me a letter with information I requested and they told me the letter was in the mail. I never received it. I tried texting and the same thing. They promise to help but don’t. I am very disappointed in this company.

Worked with me over my account issues and came to a mutual agreement. My account was compromised causing the auto payment to go unpaid. Also I did not feel the alarm was responded to by local police and this was looked at too.

The techs did not finish all that had to be done. We had to call to have them come back. The day of the app. a dispatcher called to ask if we really needed a tech. We told him to look at his chart. They did not replace a battery that is low. We were told by customer service to send us is chargeable. That is wrong. We never paid before. We are not happy at this point.

Tech was amazing. Quick and knowledged. Super friendly. Quiet and made the home look great. He was super professional. On time and efficient. He called ahead and made sure we were home. Great job. Super grateful for him. He should be given a raise or something. Great guy.

The system and service is great. Only problem that I have is they are back ordered on an exterior camera that I need. Wish it could be done already. Been waiting a while. But the equipment seems quality and sharp looking.

Hard to get thru on the phone and was being charge for something I was never told the remote keyless entry remote. I was on the line for a whole hour waiting. That’s ridiculous plus I ordered a sign for my front yard and have not received it

My experience with Brinks is good and it’s a good value, my only complaint is that they don’t send anyone to do any of the installation and I’m a senior so I have to pay someone if anything needs to be done.

Troubleshooting seem easy. Needs batteries will take a week to ship. I feel it should be shipped overnight. Hope this solves the problem. Will see. Took 1hr and 20 minutes on the phone. Wait time was also long

I called customer service to update my autopay for two accounts. The representative was very professional, helpful, and really nice. He got me set up really quick and asked if he could help me with anything else. Great customer service.

Explained issues with my acct/billing for last 9 mos (my error) changes in billing address, paperless billing / payment options. Was very helpful, knowledgeable and pleasant. Took time to explain why I was always behind on my bill & why I had late fees.

The tech can and diagnosed the situation quickly and got me back running in no time. He was very friendly and was very informative about everything that was going on. 10 out of 10 experience and very happy with my endeavors with Brinks Security

Would recommended system to anybody that needs security for their home. It only screwed up once that I know of. Otherwise it's working very nicely. My brother has a system to which is an upgraded system and he says that is is working fine

It was all good while you hire them, of course. While we had to discontinue the service because we were moving to another country, all the problems started. They asked me to send documentation to prove we were moving abroad, and then we were able to discontinue the service without penalties. I did so, they lost the documents I sent, continue charging me, and there is nobody to talk nor via phone nor via email. When you need them they disappear, and of course, they keep your money. Horrible experience as a loyal customer.

I get it that you guys outsource to other companies for installation of your services but this needs to stop at this point!! I’ve been waiting over 4 hours and nothing!!! Been on hold for 30 minutes not to get a foreign lady that was very rude and was determined to talk over me. All she had was excuses! I don’t need that. Make this right! Brinks needs to get off their butt and send someone from brinks directly to my home! They're quick to take my money but slow to resolve my issue!! I’m posting this negative response everywhere I possibly can!! This isn’t good customer service. It’s very terrible never. Never again!!! Go elsewhere. ADT actually comes out to service you. Not some third party company that doesn’t give a crap about the brand and protecting it!!! Spend your money elsewhere!!!!

I have been with Brinks since 2016 and I have never had a issue with them but when my contract was over and I called to cancel it and apparently they never did. They kept taking money out of my account without my authorization for three months. When I called to get it refunded they said no. My system panel wasn't working and I asked if they can fix it and they told me I need to pay to get it fixed. I would never recommended Brinks Home Security.

I'm still having a little trouble with one of my cameras. But other than that, the experience with Brinks has been good. I only had one rep that kept me on the phone for three hours and when I got off the phone, I fixed my own camera in 10 minutes. I have another security system and when my camera lights up outside, I can hear what's outside. If there's somebody close to my truck, I can hear them talking so I know what they're up to. And I don't have that with the regular one with Brinks. Also, I would like to have the main camera that goes up on the house do the same thing as the Ring camera does. But Brinks is a good system. I've had a couple incidents and the sheriff was out there right away.

The system is still messing up and they charged me $50 to send someone out to straighten it after they had put it in. That wasn't fair. But other than that, it’s been okay.

The reason for the one star is two fold. Initial setup is done by you the customer. They send the equipment in a box and you spend hours on the phone getting everything to connect. The second reason is that I sold my home after being in a renewed contract for only 7 months and I am now responsible to pay the remainder of the contract for monitoring nobody is using. They told me I should have brought my equipment with me but it was sold as part of the house. The new owners just did not activate it. I guess it is an okay service if you are absolutely sure you will be in your home for 5 years and not get transferred for work or need to move to a different location. I would never recommend them to anyone. ADT is giving me much better service in my new home!

Run! Everything from the first six months was terrible. I don't leave many reviews but I felt this was due. After a 3 year contract with Brinks I was treated like dirt. Within the first 6 months the system failed and I was pushed to purchase a new system which I was not doing. I tried to cancel which they would not allow. I however paid out the contact which ended last month. $45 monthly to my AMX card direct. 30 days before I called and let them know I would not be renewing and cancelling at the end of the term. They actually let me go ahead and pay the next month in order to closed out the account, finally a win!

The last time I called Brinks was because my clippings only gave me 1000 a month. I have four doors to come in and out of my house, and it's eight of us that live here. 1000 clippings a month is not enough. The girl who picked up the phone was amazing. She did it for me and didn't transfer me. It was like what you expect when you call somebody for help and they help you. I asked her if she could put a higher limit, and she did. But up until her, it was horrible. We moved in February of '20, and I got my alarms and cameras. Up until two months ago, two of my cameras never worked and I was told it was because of my Wi-Fi. Brinks told me to go to alarm.com and that's where I could change the settings. I, who is not even computer savvy, figured out how to connect the cameras better than the technician.

I could only get door and window devices in my package. I don't have any cameras because I have to have internet to get those. A guy came out last week and upgraded something for the monitoring system from 2G to 3G. He said my panel was deemed obsolete and changed the device. He was really professional. He checked all my doors and window devices and made sure everything was working correctly. I also called Brinks when I had two electronic devices in my shop go out. The reps were good.

The switchover to Brinks went fine. The only problem we had one time was that they messed up the initial date conversion. There was some kind of screw-up with them showing up and they didn't show up the first time, so we had to reschedule it for quite a distance. It was quite an amount of time to get it done again. But after that was done, everything went fine. Their system is better than the AT&T system. I’d recommend them pretty highly now that everything was very professional and the equipment is very easy to use.

I had a technician out last week and he was great. He solved our problem. He was very professional and friendly. So far, Brinks has been reliable, consistent and easy.

Stay far away from Brinks. I originally had LiveWatch which was great company but Brinks bought them and ruined them. I had Brinks about 5 years ad they went up in price every 6 months to 1 year with NO notice of rate change. By the time the problem described below happened they basically doubled my original service fee. The issue that started all of this was the main home panel I had the back of it popped off and was giving false "tampering" alerts calling the Police and all that.

I called Brinks during the week and I was able to get someone right away. But this last time when I called on the weekend, it was an hour wait before they picked up and then the girl that I spoke with didn’t speak English very well. It didn't seem like she knew what she was doing either. So she got her manager on, and he helped me. Within 30 minutes, he had my new sensors installed. So it turned out to be kind of stressful at first with that girl. But the manager made it correct. The system is easy to turn on and off. The price is what you get with Brinks, and there are no hidden fees.

Brinks is absolutely a joke. Customer service is garbage. Tried to cancel my account multiple times throughout the year. Now 4 months after selling a house and actually sending notice of cancelation and notifying them via phone and email they are still trying to bill me. I actually had an employee tell me I have told me I have to try to "call again and again and again" to make sure it's cancelled. WORST COMPANY EVER!

I was recently "stuck" in a "verbal contract" with Brinks as they were bought out by Skywatch. I have cancelled this "verbal contract" that I most certainly don't recall being in for a number of reasons. I have yet to have any sensors (doors, windows, flood), cameras, or motion detectors work properly with this company for the last 12 months. I have had to bypass every one of them very often. I was promised new sensors over and over again. Every time I would call Brinks I got the run around and every single representative/supervisor/manager has something different to say. Well maybe this time I will be successful with them leaving me alone, not stealing my money and not harassing me going forward.

Brinks rarely answers the phone, no emails either. Brinks will not send copy of current contract. Brinks agents have zero knowledge of anything. Brinks threatens to send your account to collections even though you are paid 1 year in advance. Brinks charges fees that are not in the original contract & gives no explanation for fees. I have been waiting on the phone today for over 1 hour 45 minutes. Last week I waited more than 2 hours.

The technician arrived early and was excellent at communicating his arrival time. Once he arrived, he was very helpful and thorough. He double checked everything before leaving and asked multiple times if I had any questions before he left. I would highly recommend!

Updated on 09/02/2021: I cannot wait for this contract to be done. I'm in my 4th scheduled appointment that no one showed up for. No REAL supervisors will ever actually call you back. They schedule appointments and say a tech will call to finalize the appointment and they never call. This company sucks at a level that makes sucky companies say, "At least we aren't Brinks!"

Your agent was on time, knowledgeable, and completely thorough. I depend on my electronics to work and am grateful when the representatives come and do their job and I don't have to worry about anything.

When I purchased Brinks Security on March 2, 2021 I was told me and my sister who referred me would each get 3 months free starting in April. I continued to be charged each month and I’ve had to call back. Ok.

Samantha was very helpful over the phone and was able resolve my issue. She was very knowledgeable with the system. The fact that she was able resolve the issue as I was away from the house was very convenient. Thank you for making the support very easy.

Was told the external siren would work. That wasn't the truth. It had to be disconnected. Now you want more money for a z wave siren. I am a widow, elderly and alone. This was important to me. Out of cash. Who cares?

Both the phone agent and the technician were friendly, helpful, and professional. The phone agent was not very familiar with the sensors and I did feel we wasted quite a bit of time, but she was so nice that I didn’t mind too much.

The technician arrived on time and identified himself. He worked quickly and efficiently. Very courteous. Answered my questions and explained how to use the emergency button on the lanyard. This is important to me for my safety. A good representative for Brinks. Very pleased with the security Brinks provides.

The Technicians arrive on time and did a thorough work. They explain what they found was Wrong and fix it in a timely manner. I consider they were Customer friendly. Responding and solving to customer issues promptly is what satisfaction is all about.

Pricing for upgrading system. Researched several other companies and multiple bids. Info on installation, new 3 year contract. Spoke with three representatives and all were very good. Have had Brinks for many years and very happy with their service, Thank You.

Ki ki ( was so sweet and down to earth). Talked me out of discontinuing my. Brinks account. Connected me with a outstanding deal for the Smart Panel. Assured me that I was the most valued customer because I have been with Brinks over 10 years. I feel so special! Chris, the technician (OMG) was so polite, patient and professional, he did an excellent job! I am so satisfied with my new alarm system.

I am truly satisfied and last person I spoke with was excellent. She went beyond her job to assist me. She was very kind and friendly. She also had patience and help me step by step. If all customer service providers and employees were this professional, they would truly deserve a $15.00 hourly wage or higher wages.

I would recommend Brinks Home Security as being cooperative when situations arise particular if unknown to customer at the time. They will notify and help resolve. Good company & I am satisfied with service. I do have a preference for notifying me: please email rather than text. Thank you.

We recently had to have our home security system upgraded. The technician arrived within the time frame we expected. He was respectful, courteous, and professional. He explained exactly what he was doing, why he was doing it and how long it was expected to take.

Got connected quickly within ten minutes. When Toia got on the line she was professional and really had the knowledge of the system. We were up and running with no problem. She was excellent. Our system could’ve been back working a lot sooner if everyone had her knowledge.

The rep was friendly accurate with cause of the problem with the system. He quickly found the problem and corrected the problem. I would highly recommend the gentleman to anyone with a Brinks system. He finished repairing the problem in less than an hour.

The people who work here are always nice and professional. We’ve accidentally set ours off on numerous occasions and they still stay friendly. Also on one occasion they called and we just left house, and they said there was actually on door 2, asked if we wanted police, I said now I be there in 2-3 minutes. Upon arriving home I found where someone had tried to break in. Not sure if they left when they heard alarm or heard me flying into my driveway, either way it saved my house from being broken into.

Guy who came was very nice. Although it was hard to understand each other. I had ADT. He called brinks. He was on speaker. I answered some questions and the girl told him get off of speaker. After talking with her he changed the board in panel. He was finished.

Tech knew what I wanted. Customer service help get the right equipment that I wanted and it was installed in a professional way. Quick and on time and explain the difference in the cameras that was installed and what was the different between the inside and outside cameras.

Such a friendly and helpful guys. He went above & beyond to show me everything. He was able to test & set up my entire system within a short amount of time and explained everything he was doing. We have never had an alarm system, so it was great to have someone so knowledgeable.

We moved into a new home and wanted an upgrade to our security system. Brinks made it easy to have our system installed soon after we moved in. Our monitoring rate was fair; however, really disappointed in having to pay an excessive installation fee. The system works great and we feel safe and secure.

I had trouble replacing a few sensors, Brinks was able to send me a professional technician that provided great customer service by replacing all sensors even took the time to explain everything related to the maintenance of my main panel.

I been with them a while and they have no promotion for me. I’ll like to stay with them if they can help me with better deals and prices. I enjoy being with them and don’t want to leave but they are not helping me for better my security.

I was actually with Protect America Home Security of which I really liked and the prices were great for the service. They were bought out by Brinks Home Security and immediately they were trying to increase my monthly bill. It was not happening here!!! I let them know I was under Protect America's contract and not theirs so that got them off that for a moment. After a few months I received an invoice which was $3 dollars more than what I normally pay and called them again.... Wait let's go back. Before the $3 increase my alarm had gone off and they never called to see if I were ok. Another time my dog set off my motion detector and again nothing from Brinks.... Now back to the increase, I called them to let them know I was not paying it and to cancel my service because they were not doing what they were suppose to when the alarm went off. They told me it would be 30 days and I was fine with that paying my usual amount.

I have been trying to cancel my account for ONE hour. I've already talked to 2 persons and I'm waiting again on the phone. It looks like they are instructed to ask you questions and keep you waiting so you just give up.

In August of 2020 I called to cancel my service, the person I spoke to said he could lower my payments and I agreed. In March of 2021 I called to cancel again because I was not using the service and it was a waste of my money. I was informed I had a "Verbal Agreement" that I was committed to 50 MONTHS of service. I never agreed to this contract and they said they had a recording but when I asked to hear it on 8 April 2021 they said they could not access it but that they had this "Verbal Agreement" paperwork, that was of course NOT signed by me. I

Needed to vent after being on hold for over an hour with 5 different agents. They also make it impossible to voice your dissatisfaction! Very Frustrating! Couldn't sign into my account, apparently when they bought out Protect America they deleted existing account access to online support.

I moved into a newly purchased home on July 01, 2020. Since the previous owners had a Brinks security system, I decided to call Brinks on July 16 and unfortunately made the terrible mistake of signing up with them. To date, they have not installed all the add ons, nor have they shown up to show us how to use the system, but they called to inform that billing will start. The New Account Manager made a lot of promises on July 16 and the tech was scheduled to come and set up on July 30. On July 30 they called one hour prior to the appointment and cancelled, rescheduled for September 07. I asked for an emergency rescheduling - NOTHING! I would like to cancel. At least I want to warn all potential customers - DO NOT BECOME A BRINKS CUSTOMER - they are scammers.

Brinks charged my $3 more per month extra regardless of my 3-year contract agreement with them. When I called customer service I was told this is for extra fees. I told the lady my contract rate includes all fees and it's a fixed rate for 3 years. She wouldn't understand. I requested to speak to a manager and she responded. "I will try but my manager is not here?" I wanted Brinks to live up to their contract or I need my contract cancelled if they don't want to honor their agreement.

Their system is horrible, it breaks every other month. They make appointments, they confirm it that morning & they they don't show up. I took off work again for nothing. I see lots of bad reviews, I see I am not the only one.

I have had a service appointment since April 29, 2021, they have canceled the appointment because the replacement sensor was on backorder twice. Then they have canceled the next three appointments while waiting on the technician to show after waiting 3-4 hours of the designated time frame. This is now July 26th and enough is enough. I stay on hold for 30-40 min with no resolve. The technical department was unable to reinstall a light sensor in the automated system, I was able to figure out the menu and do it myself. The loyalty department does not exist, and the direct number to my rep just rings off the wall. They can't find a supervisor or anyone of authority to talk to. So this company is definitely not service-oriented. I understand Covid but quit blaming Covid for your lack of knowledge, employees, service and technical expertise.

Called Brinks to cancel our account as our contract has ended. They refused to accept our call and have hung up on us multiple times to avoid accepting our cancellation. We have recorded all phone calls with Brinks and have forwarded them on to our legal counsel. In addition to this we have had to file fraud reports and our credit agency to avoid any further payments. Avoid this company like the plague.

Received a call from Brinks home security advising they needed to update the 3G to a 4G. The man said it was totally free, Even though he said it was free I asked again, if there would be any charges, my contract ends in November and I did not plan to renew it. The gentleman assured me there were no other charges. He even advised that if there were any problems they would take care of them, free of charge. He read me their clause, it did not refer to any charges or extension of the contract and they would also lower my payment by $5.00. I also received a letter stating this service was FREE.

I am a business owner and needed to obtain my alarm activity report for June 9 2021. I made several calls, each time I was told they would send the report within 48 hrs. They will not let you speak to a supervisor, and I am seriously considering ADT as an alternative.

I received a call from Daniela yesterday and she was extremely helpful in resolving my concern. Thank you for reaching out to me and listening to my problem and taking the appropriate action to turn this negative situation into a positive for me.

I have not been able to cancel the Brinks Home Security which took over my Protect America security via phone calls or texting, two only way to cancel they provide. Neither has been working. I have been a customer for more than 3 years and my contract is over and should be able to cancel the service anytime. Not only Brinks raised the service fee without notice, it has been impossible to be connected to the customer service consultant to cancel the service. For every 30 min or longer hold, I get to talk to a consultant who after asking all my information so they just transfer to the next and another long hold. it offered texting but it does not work, kept on asking same question if I am a current customer. While put on hold, I had to listen their advertisement. I will NEVER have this company again.

Awful company, they don’t show to their appointments for services without explanation. No call or anything. Even when they provide a time frame to provide services they say you have to be available the entire day. The manager is rude and disrespectful. Been paying for services not provided for 3 months and counting. Still waiting for a call back to reschedule unsuccessfully. If you try to cancel they threaten you with charging your card with over $1,000. I will never ever will use this company again. As soon as I can will stop businesses with them. Please don’t go through what I’m going through and try a different company. Very disappointed

After service cancellation, system repeatedly false alarms. A sensor that has never malfunctioned before began reporting a "tamper," which triggers the siren. The sensor has not been moved and the panel's firmware is up-to-date.

I wanted to come talk to Brinks about the camera in the house. I was having a problem and it keeps happening. I also wanted to add another camera. But when their rep told me it was going to rob me $300 to $400 per camera, I said I was not going to pay that unless they got a promotion like they had when they came out before and I got the camera. Other than that, the quality of the equipment could be a little better but I'm dealing with it. I find it complicated and I thought that the rep, Dave, was going to be doing an upgrade and come through, but there is no upgrade. I see all the other promotion that everybody is offering but no one came to me with an update sent out saying there's going to be a promotion. If they did an upgrade, I'll feel most secure. That way, if I'm not home, I can see what's going outside my property because I have a lot of stuff being dropped off. But when I call them, I don't have a problem with the service I get.

Brinks Home Security System only works for a few months. If you finally reach a live person they advise you that there is only a 30 day guarantee on any work they, or their contracted company, perform. Further, they offer a relocation service when you move. The problem with relocation services is that they add a year to your contract. We now have alarm contacts that do not work (Brinks will replace for cost of contact plus service fee) and alarms that sound when system is disarmed. After waiting over 2 hours on their automated phone system, we found that we cannot cancel our contract. So, we must continue to pay the monthly contract fee even though we have had to disarm the system completely. Bad system, Bad PR.

My video doorbell has been broken for 6 months. First tech didn’t have the right part so they ordered it. Found out the part wasn’t ordered when I checked on the delay. 2nd tech was a no-show. Customer service had me on the line for an hour only to schedule another tech at a cost of $115. I asked for the Supervisor so they could waive the fee and possibly replace the system. Rep said no Supervisor was available. I hate that we got started with this service. Next time they’re in your neighborhood, RUN!!

We are moving, so we called to cancel our account. When we did so, we were told that we just renewed during a phone call. The phone call they claim we renewed at was a phone call when we were trying to shut off the alarm because of a smoke detector. Our alarm was going off and the police and fire departments were here. Apparently the rep said something like "do you extend your contract?" in addition to asking "do you want to turn off the alarm?" We CLEARLY were calling about an ongoing issue, and they tried to extend the contract at that time! We've asked for a review of this call, but they constantly say they will review the call but haven't done so for weeks. STAY AWAY FROM THIS COMPANY!

I signed up for Brinks Monitoring indirectly through Nest. With this approach, I provided all of the hardware. Brinks provided no hardware, so the fees were strictly monthly service fees. It's a 36 month contract that notes you can cancel with at least 30 days notice. Contract doesn't list cancellation terms, but refers to Brinks current cancellation policy (again, not part of the contract). Normal service contracts, like a cellular or internet service providers typically have cancellation policy where you settle on any outstanding hardware fees/returns and charge you final month of service (at most). This is not the case with Brinks - you are responsible for the entire 36 months of service, regardless of when you cancel. So they expect you to pay for services they will never provide. Horrible customer relations - especially when someone if forced to relocate and can no longer utilize their services!

Brinks is a good company. They're easy to deal with and I like them. Anytime I've ever had to call them, they've been helpful. I've never had any problems not getting anything that I've ever called about resolved. A guy came in and put the new security system. It worked for a little bit, but then I started having trouble with the sensor on the back door. They kind of walked me through it once to try to get it fixed but still had a little bit of issues. Then this last person that I dealt with got it fixed. I haven't had any problems with it besides a little bit of normal, probably, complications that you have every now and then. The camera doorbell is really nice to have ‘cause I have an adult with special needs that lives with me. Being able to monitor him a little bit when he's outside on the porch is nice.

It took Brinks 2 months to realize I disconnected my system. Your contract continues month to month even if you don't renew it. Calling to cancel is about an hour on hold and then a pushy salesman trying to sign you back up. Once you say, "No, I'm canceling," you'll receive an email in a week for DocuSign to cancel which takes 30 days to process therefore you owe them for another monthly payment. By signing the document to cancel you are also agreeing that Brinks can still contact you via phone/mail/etc to push more sales. See below...

I had a window guy come and replace the glass in one of my windows because the sill was broken. I forgot to tell him that that was the one window in the house that had the alarm system right on it. There was a lot of pounding. And that night, that window would no longer work. And I knew it was the pounding. I called Brinks a total of four times to try to get help. And the first time, the woman said, “Well, you probably just need a new battery.” And she told me which battery to get. But I couldn't get the thing apart. So, I took it to Home Depot and it took two men there to get it apart. And it needed an entirely different battery than she said. She said it was one of those that looks like a quarter, flat and round. No, it looks like an AA battery. It's a lithium battery is what it needed. We put the battery in and I brought it back, but it still didn't work.

I had an update to my system a couple of months ago. Something about 3G to 5G. And in the process, I had a new touchpad installed. Still waiting on my motion sensor. But I had a couple updates since I've been over here. Customer service is great. They seem to try to answer any question that I have or try to fix any issues if I report anything. I like the new touchpad a lot better than the last one that I had. It's simple. I love the part when you actually lock or arm it to leave. I like that part better on this newer touchpad. Running out quickly, just arm it and keep moving. The price went down a buck or two. That dollar can add up for a time, so you save a couple bucks.

Our recent call to Brinks was answered and we got a representative out here. He did what he needed to do and was very efficient, very nice, and polite. I couldn't ask for anything better in Lubbock, Texas.

I added one camera, then I added a keypad in my bedroom. Brinks came out pretty fast and they also replaced a keypad downstairs, because my ex-husband punched it, and they were supposed to send the bill directly to him for that one. Other than that, the system has been working and I feel safe. Their service has been great and when I view the cameras from my phone, the quality is perfect. The one in the front of the house lets me see what I need to. But the cameras are not recording. They're supposed to and I've tried to set it up on my end, but they're just not doing it.

During the transition over to Brinks, there was a better fuller explanation of how the elements of the system work, a hands-on demonstration of setting and canceling when the system is armed, and how to arm and take down the system. The two technicians that came to do the upgrade of the items in the house were both very professional. They donned their shoe covers immediately upon entering and conducted themselves very well. They went about their job and they were very good at explaining what they were doing and why they had to replace several parts inside the house.

Updated on 06/04/2021: This evening, I talked with a Brinks technician and he confirmed that in the last 12 months my 'Brinks touchpad' hasn't been connected to their server. I have always believed to be protected by Brinks but I wasn't and this horrified me. In other words, Brinks didn't check that my home was safe and I was convinced that I was protected by their service and paid around $50 regularly every month. At this point, I've asked Brinks to give me back what I paid in the last 12 months for the fault-service and I've asked to cancel immediately my contract with their company.

During the freeze, I had a busted pipe and the restoration people cut the wires from the security stuff so a guy from Brinks had to come and redo everything for me. He was really great. He showed up on time and went through everything. He explained everything to me and got everything working. Also, somebody tried to break into my house one day and I had set the alarm. They opened the window and it set off the alarms so my neighbors ran out and cops showed up. I feel more secure and better having the system.

The customer service was amazing. I called and said I wanted to add a camera and the ring doorbell and Larry, the rep who helped me, was absolutely amazing. I would tell others to contact Brinks and go with them.

Brinks came out and upgraded the system and it was wonderful. The tech did a good job and went through everything fine. The system is easy to set and disarm. The sensors seem to work so I have no complaints. When I call, I always get a response. I never had any problems getting in touch with anyone or anything, so it's been overall a good experience.

I had a young man come out to update the system. He put in a new chip in the box and reprogrammed it. Then, the one time that the system was having a problem, they took care of the problem right away.

We’ve had Brinks a long time but I don’t have a sign in my yard and I need it.

They do very good deals at Brinks and the customer service is great. The lady I spoke with was very friendly and she explained everything that I needed to know. Everything was perfect. I was told that Brinks was going to send a technician to do an upgrade on the internet or the signal of the internet panel. He checked and upgraded that panel, and checked all the alarm sensors. He did a great job. I got a good system and I don't have any trouble with it.

I have only talked to Brinks’ customer service a couple of times and it’s been good so far. The system is working excellently for us.

We don't feel we have a need for the security system here but my wife feels very secure with it, especially if I'm not here. I've recommended a few of my other neighbors to go with it and a lot of them have Brinks. We've been with them ever since we bought the house and it's been four years now. The only issue I have is we placed a few of the items in the house that we would have placed differently. We have the open concept here with the kitchen, the dining room and the living room, and the smoke detector is not in a very good place. When my wife is cooking, sometimes if it's smoky, the alarm goes off and it's because of where the detector is located. But they call right away when the alarm goes off.

It took from May 5th, 2021 to June 25, 2021 to get a refund of money taken out of my bank account for a month's payment after my contract had expired the previous month. It was like pulling teeth when dealing with people in the Cancelation Dept who were hardcore salespeople pressuring me to extend my contract. After coming to Consumer Affairs things started to get much better. I want to give a shoutout to a young lady in Brinks Customer Service who was very helpful in finally getting this resolved. Her name is Danila and her promises were golden. She was very pleasant to work with. Thank you Danila! Even though it took over 7 weeks to get this taken care of, I will give Brinks a big thank you for getting this settled with me.

Brinks came and updated the security system. We had a problem with a spring and the motion detectors but they fixed it immediately. The service with them has been very good.

It's been great with Brinks. The system is in a cabin that's behind the levee that I can't get to right away, so it’s good to have an alarm system for when I'm not there.

One of the wires broke in the window. And of course, it didn't work. I called Brinks and they said, “Oh, we'll send you this little sensor thing. Call us when you get it. We'll tell you how to work it. It'll be fine.” I said, “Great. That's terrific. You don't have to come out. That's okay. As long as it works.” However, I didn't get it. I called and, “Oh, well, we sent it.” They sent it out, but they forgot to put the address on it. And, “We'll send you another one.” I finally got one of them. I called the people. They told me what to do. It didn't work. And so, the guy that I spoke to, it was a gentleman, I think, from Texas, I guess. And I said, “Why don't you just send a technician out? I'd rather you do that. I'm not great on this stuff anyway.” And he said, “Well, we don't send technicians out.”

The reps were helpful and knowledgeable and the installation was convenient and easy. Also, the system does a fine job for what it is and what we've got going on.

Brinks' customer service and responsiveness have been phenomenal. I like the system. I have that app downloaded, but I don't have it set up yet on my phone. I just haven't had the time to sit down and do it. But then, I don't have any automated stuff either other than the keypad. I had a key fob a long time ago and it broke into several pieces. Yesterday, I got something saying, “Hey, your contract is coming due next month and we wanna offer you this rate. And we wanna know if you wanna stick with us.” I wanna stick with them. They are top-notch.

The rep who came out here was a very nice man. Also, the system does what it's supposed to do and I'm satisfied with everything that's included in it.

The system is a straightforward system. What I like is the ability to bypass zones. I also like that it's hardwired because all the systems today want you to go to non-wired or some type of hybrid. My entire system is hardwired. If I were going to upgrade or get a new system, it would have to be a hybrid system. The year before last I had a service issue that I needed taken care of and it was addressed. However, I wish that the customer service and technicians or whoever I was connected to, that the majority of them were in the United States as opposed to being in the Caribbean or somewhere else overseas. I couldn't understand some of the people and they couldn't understand me. That was a challenge. But once I got to the right person and then Brinks sent the tech out, everything was taken care of.

I’ve been happy with Brinks and I haven't had any issues.

Before Brinks, I was with about three other companies. I was on a fixed income. I was trying to find something in my price range and something that will work for myself and my husband with only being two of us here in the house. Brinks sounded very reasonable to me. They got very good customer service. Anytime I needed to call to check my equipment, it’s very good. Being my age, I forget to close the door behind me and detonate the alarm. That’s why I got the key fob. It works better for me. Overall, I love my experience. Brinks is very secure. I would tell others to get it.

They came out to do an upgrade to the system and their tech got it taken care of. Everything seems to work fine. The system is linked to my phone so I can do things remotely. There are some things that I would have liked included in the system but for the most part, it's fine and it works for what I need it.

I was with Monitronics, which was acquired by Brinks, and nothing has changed. I kept paying the same price. Also, I've had good luck with them and they've always been there in my time of need. If anybody I knew is concerned, I'd tell them to go for Brinks.

When Brinks was in the process of buying out Select Security, our back camera had gone out. Having someone come out was a long process because they were no longer handling it anymore at Brinks. But the guy came out and fixed everything. It’s been fine since. We’re happy with the security system.

During the switch to Brinks, they came out, put a sign in the thing, and did some minor adjustments. Everything's fine with the system.

He did a good job. I still need to get my cameras hooked up correctly. When I get back to Ohio I will call Brinks and have them help me with the installation. I have 2 cameras and a motion detector that need connected to the system.

Brinks Home Security has had my back since I first signed up with them. I have always questioned whether or not I needed home security till the day came that I actually needed it. My home was being robbed by four guys, my newborn baby and I were home at the time and hiding in my closet. I heard them coming inside as the police officers pulled in my :. They were caught red handed and if it wasn't for Brinks..it wouldn't have happened.

1. I was not aware of the charge. 2: Brinks contacted me about upgrading my internet for the system. Since you were coming out, I asked to have a ring bell put in. Even though you contacted me about coming to my home, I was still charged the fee. I have no problem paying this if I requested service. However I was led to believe that upgrading the internet was a necessity. I do not understand why I was being charged,. The rep I talked to on the phone had no answers and kept repeating the same thing.

The customer has gotten better since Brinks has taken over. They managed to reduce my bill, Thank-you. Brinks has also recently emailed me on a special update to my system. Hopefully there will be more specials that I can subscribe for.