Brinks Home Security™ Reviews

It’s not good customer service. It should have been something that had been spoken about before I even purchased the system. Had I known that, I would have probably taken the measures to either pay for an installation fee or gone with a different service. They never provided that kind of information. It was not good. It actually took a whole extra week to get a service technician to come and do it. And although Brinks is a good security company, I'd tell everyone to make sure that they’re getting the installation fee added on there from the get-go.

I had to fight them to even cancel the account. Very rude, and I found out they were not actually monitoring for months but were taking payments no problem and said I had a contract to pay them for an additional month even if I canceled when I never signed up for that horrible company. Avoid at all costs if you value the safety of your family. Find a small local company that can handle call volume and might actually care about your lives.

My 84 year old mother is moving in with family because she is gravely ill and while this has been explained, this company will not allow us to cancel her service. The representative went so far as to ask if she could give me a quote for the new place! I have never been so outraged!!!! My family is already dealing with the inevitable fate of our mother and now we have to battle Brinks over a contract she never agreed to! We are floored!

Brinks reminds me of scam artists! Their customer service is piss poor - they are empowered to use bullying tactics. The representative actually said, "I don't want to argue with you but you're going to continued to be billed". Who does that! DO NOT USE THIS COMPANY!! THEY ARE NOT INTERESTED IN YOUR SAFETY. They are only interested in collecting money and making the sale. I would not recommend Brinks home security system to a dog!

I was finally able to get in touch with someone from cancellation on Tuesday. Previously I hadn't had an issue with having my account pulled up. Tuesday rained all over that. The representative I spoke with asked me my password. I told her I honestly have no idea since it was set up so long ago, but I am happy to provide full details (name, address, social etc). We went around a few minutes with me randomly throwing out any combination of important numbers that it could possibly be-to no avail. I was then informed I would have to submit a request for my information since the account is "private". I pushed the issue further and was finally able to proceed after providing the last 4 of my social.

I was then informed that my account wasn't cancelled because I didn't complete a cancellation email. I told the representative I wasn't aware that an email needed to be filled out and I never received anything. I wanted my service cancelled and my payment refunded. She stated that the email has to be done first but would not say whether my card would be refunded no matter how many times I asked. I waited 30 minutes for the email to show, after confirming it the address multiple times. The email never came. By the time I called back, the office was closed. At this point I have paid my credit union to put a stop payment on the vendor to prevent them from charging me further. I am also disputing the charge for January given I called in December to cancel. This is beyond ridiculous.

We called Brinks and was told Yes, they did see where we had canceled the service, but they needed our signature on a page to actually process the cancellation. Because we didn't sign a paper, even though they had a record of the cancellation they will not refund the $200 plus dollars they took from our account for a property and phone number that are no longer ours. I WOULD NOT AND WILL NOT RECOMMEND BRINKS!!! Our contract was over 20 years old and not once during the previous calls to Brinks were we told we needed to sign a paper, that calling in with our security code was not good enough. We are retired and losing that money does hurt us, but Brinks is just big business out to stick it to their customers.

My security systems equipment was replaced by another company 3 months ago. I haven't had monitoring service with Brinks for last 3 months, so what kind of service are they providing. I have sent in the letter for cancelling and received a letter back stating "Your cancellation request is incomplete". Called customer service. Spoke to Alicia retention dept. on 01/03/2019, received email for cancellation on 01/04/2019, completed and sent back on same day. Cancellation confirmation received on 01/04/2019. Received letter dated 01/07/2019 stating $41.05 payment had not been received for month of February.

The five representatives I spoke with Haley who said she was a manager, in customer service when I requested escalation, (never knew a manager to take customer calls without request of transfer), who transferred me to April senior service advisor, who transferred me to Brian, retention dept. to Wan, billing (which is Wayne in English) to Dequinne (pronounced day-qwon), customer service all seem to have a different response to cancellation but all responded with I would be charged for an additional 30 days of (none) monitoring charge. Thank goodness I didn't go for the Auto-Pay. WHEN DID BRINKS WIN THE JD POWERS AWARD? I didn't know the awards criteria was so low. When the class action gets started, count me in.

The installation of the system was the only downside. It was a bit frustrating that had to do some things on my own. I had to install the card and they walked me through it on the phone. It wasn't hard, but we were having some issues with our motion detectors because it was broken and I didn't know what to do with that. It would be nice for someone to come out and fix that for us. The quality of the equipment could also be a little better. We are getting a good price for the service and with better equipment, the price would go up. Brinks offers more, but what we have was already in there when we moved into the house, so it is not probably the newest that they have now. Nonetheless, I love the smartphone features and I am happy with the overall cost of the system. With what we paid for monthly, I'm definitely getting my money's worth. I have been happy with the service so far and I would recommend Brinks to friends.

The installation was also very time-consuming and we were on the phone for quite a while. The rep had said it would be easier but I didn’t think it was. I would’ve gladly had somebody from Brinks come to my home instead. It would’ve been a lot easier and a lot less headache. But they said that it would cost extra. As for the equipment itself, I can look at stuff on my phone and I like those features.

We experienced a small mistake wherein something happened in my keypad. When the alarm went off, nobody went to my house. Thank God a burglar never came and nobody stole anything from my house. But, I was pissed off and I wanted to cancel everything. The Brinks rep explained to me that somebody hit the code. If they see on their system that we put the code, they don't call nor send a police officer. They also told me that they have to pay a lot of money for a police officer to go over our house and I gotta understand their way.

Then, the rep said, "For you to not leave our company..." and transferred me to a department. The rep from that department told me that they have a new keypad which records and takes pictures of you every time you put the code. With it, I had to sign a contract up about a year more or two. Brinks also hooked me up with a couple of extra things such as a doorbell camera and a door lock. They helped me out really good. I was gonna leave the company just because of the misunderstanding and they took their time to make me a happy customer.

Still, if Brinks had called their customers and advertised their new stuff, maybe I would've had no burglars go to my house or try to break in. They should do that every time that they have something new. Every year that passes, something else new comes in. So, I'm pretty sure that they can just reach out to the customers or hook up their long term customers without something happening.

Also, the customer doesn't have to pay a lot of money when new stuff comes in. I have my own business too and in my own business, when something else comes new or better, I'd just give it to my customer. The customer, then, is gonna be happy and gonna appreciate being part of my family because he's gonna feel that he's being protected. Other than that, everything has been great. The installation of the new equipment also went pretty smoothly. I recommended Brinks to my dad right after everything was in my house and when he saw everything, he said, "I wanna get that."

So I call, get the runaround that my electronic signature is on a document I never be got a copy of. Now Brinks wants me to pay $45 for a service Simplisafe does for $25. This is terrible horrible. Feel violated by Brinks. Not trusting or safe. No long term contract with Simplisafe, cancel anytime. Likely end up paying Brinks $900 for nothing, just to break the electronic contract from Evertrust, which I was assured was 3 years, Avoid the nightmares of Brinks contracts, inability to adjust service, and save money with New Error Wireless Tech.

I went with the package with the video and they customized it to fit my needs. I didn't have a need for the motion sensors because my cat was gonna set off the motion detectors all the time, so they subbed in an extra glass break sensor instead. The only thing that held me back from doing it was that I didn't wanna be locked into something for three years. If for some reason, after the first month something happened or it didn't work, having to pay off so much percentage of the contracted value is daunting. But I eventually went for it because it was something I wanted. We ended up not buying the house that we were looking at but we put the Brinks system at our place right now, and I feel a lot better about leaving home. So, it's good peace of mind.

We asked about a buyout and was told that it would be over a thousand dollars and if we didn't pay we would be turned over to a collection agency. Brinks, this complaint is public knowledge as soon as I click continue below. This is a sad way to do business and everyone who reads this will know. If the star that I clicked above could be left blank with a zero rating, I would do it

A door in our house came open today after we set the alarm. We were called, but Brinks name came up and we did not answer. We both assumed that it was an advertising call. The police were called. We don't want to bother the police unless we really have to. It is not worth their time to answer a false alarm. My wife is very angry and she will tell all of Facebook about the problem today. Have a nice day. We are not happy at all with Brinks. And because of this episode, we will never be a customer of Brinks. Never, Never, Never.

Also, I called Brinks and had services put in my business. They started this thing now where when you purchase home equipment, they send you the equipment now and you talk to a tech over the phone on how to install it now. I'm a techie but I don't wanna be on the phone with a tech for three hours telling me how to install. I don't have time for that. They've never done that before with Alarm.com.

I wish Brinks is not so gung-ho on selling equipment, instead of being honest with me because I have the thermostat now in my salon and it's not working there. If someone called me at the salon and tell that it was hot there or cold there, I could adjust the thermostat from my phone. But it's not transmitting the changes that I've made. It's the same case even if I'm in the salon and make a change.

I'm not happy right now, but I recommend Brinks because I'm hoping that at some point they're gonna get their crap together. They took over Alarm.com so I know they're going through a transition period right now. I just experienced a transition. I just called Brinks to set up the system in my mom's house. I left my information for someone to call me back and no one has done that yet.

Any other company would have transfer my service without giving me the hassle. Keep in mind I was with Monitronics for 5 years, before Brinks took over. Poor customer services, when it's coming from upper management. Worst experience ever. Please do not use their service, once you are locked in there's nothing you can do about it. I can't stress this anymore to anyone that's looking to sign up with Brinks.

I would assume that it's because it's not a Brinks equipment, they're not very educated on it. If I were to call about Brinks equipment, they would have laid me out and gave me all the stuff I needed to know, but it was a little frustrating so I'd say, "Okay, let me call back because this isn't helping." They should be well-rounded on services that they are gonna support, even if it is the third party.

So far, there's nothing special about the system. They didn't even make me feel it's so important. It's 20 bucks a month and it's like your cellphone service. Once you get on board, it's pretty much it unless you have issues. It even takes a fourth rep to get to that matters that actually takes care of you. But Brinks is cheap and it's the reason I went with their system. But if I had options that were comparable, I definitely would have gone somewhere. So I would not recommend the Brinks system. You can get away with it. It's nothing special.

Customer service has been great. Sales was good too. But with the customer service, we had some issues whenever we were installing my father-in-law’s system at his house. The panel was disconnected. It wasn’t picking up any of the sensors. And so, Brinks ended up sending us a new panel, and when that panel wouldn’t work, they talked me through being able to fix the old panel with parts from the new panel in order to make one panel work. They were great to be able to talk me through all of that and get my father-in-law's home system up and running.

The system was easy to install. Everything is on par. We use the smartphone features for our house. I like the fact that we can have one app to control all three systems. That has been very handy. So, one login on the computer or one app on my phone to be able to control all three different systems has been amazing. That’s my favorite feature. The only issue that we’ve had recently was one of our five doors at our shop has been going offline. And so, I have to go open the door, reset it, and then it kicks back on for a few days.

I ended up getting a new error warning on my system the very next morning. I then decided I'd given them enough chances and again tried to cancel my service. I spent about an hour bouncing between representatives and on hold, and I was ultimately told I was now not able to cancel because I had agreed to a new contract with them (which I had assumed was just a rate change). Now I'm stuck dealing with their terrible customer service and unreliable equipment for 2 more years. Stay far away from this company.

Updated on 01/14/2019: Said they were going to look into my account and never got back to me. Even got charged for another month of monitoring... Not sure how long I'm suppose to wait, but I'm feeling ignored. Very poor customer service!

Original Review: Last March I noticed that Brinks bought out Monitronics and raised my rates from $30 to $45/month. When I complained they offered to lower to the original rate and also assured me that I was not under contract. They lied. Now, when I try to cancel they say I'm under contract and will have to pay over $900 if I do cancel.

They gave me an address to send the equipment back and gave me a phone number to call them. It was transferred after a long while. After great frustration both on my part and the part of the other party, they were not the right people. They were Nest people, and they said they have not received my equipment. When I gave Nest the address, they said the address was Brinks’ and that's where I sent the equipment. It was frustrating and I got upset.

I had the email of the person who sold me the equipment and he asked me who gave me the address for the return. I told him that he gave me the address and I called the address from Google. I thought maybe I sent the equipment to the wrong person. It turned out to be the Brinks address and it was the correct address in Texas. They asked for the tracking number but my daughter misplaced it. Now, it's almost a month. I've not yet received my refund. When I insisted with the rep, he said he would try to fix it with his department. Then, he came back to me and told me somebody will get in touch with me and will give me the refund but I have checked my online account and I have not seen the refund.

Brinks does not honor any agreement from the previous company. I did not sign up with Brinks, I did not make a contract with Brinks, and I sure as anything do not want to continue paying Brinks for their service. I have had a couple of false alarms, all of which result in unarmed security guards to be dispatched (who are not allowed to enter the property, only stay on the street and "deter"). One point during a deployment my wife did not completely close a door, which resulted in the alarm going off. I was able to call my neighbor and he searched my house while the dispatched security guard took over 30 minutes to arrive, then sat on the street the whole time never once entering and searching. Then we were billed over $80 for their "heroic" services.

On another occasion the same situation happened, only this time we were home. By the time we realized that a security guard had been dispatched we called to have them not come, and contacted Brinks to let them know. Instead they said they could not stop the security guard from coming and we were still charged another $80 on top of our bill.

I have tried to cancel my services many times, but the only way to cancel your services is to pay off the remaining balance which I was just told is 13 months. But the lady quoted me at having to pay over a $1000 dollars, instead of the $611 it would actually cost. Brinks is a DEPLORABLE business. They do not honor other contracts, they do not care for their customer(s), and they pretend to be this high and mighty company but pinch every amount of currency out of you they can.

Once again, I never signed a contract with Brinks but with MONI and now that MONI was acquired by Brinks I am stuck dealing with their rules and services, even though I still have older MONI equipment. Brinks is benefiting from poor business ethics. I will make sure I steer people clear of such a horrible company who does not care for their clientele and only want the most money they can steal from clients. If you're reading this and are considering Brinks, I say do not try any contract with them. Purchase your own equipment and become very close with your neighbors. They'll be more capable of helping than this shady company.

After finding that I was hooked on a 5 year contract and was being charged a $50 service fee for the last installation visit where the tech finally completed the install, I called Brinks. And their position was that I agreed to the 5 year contract and that the install had been completed on the second visit in November and that the third visit was a service call. I disputed both of those claims and also mentioned that the tech damaged my wall after having to borrow a ladder because he did not have one. And in fact didn't even know why he was there and smelled like **. He had been to my house two weeks prior and could not install smoke alarm for some reason on that visit and the visit before so it took a third.

I had to keep arranging someone to be at my house since I work and they have a service window was hours wide. One of the windows was until 12 pm and they finally arrived at 1150 and made my homesitter late to an appointment. Calling to talk to reps was useless as one refused to transfer my call and sat in silence for 30 minutes with me on the phone. After so many attempts to get answers, I was finally allowed to listen to my initial call where I was able to barely able to hear a one second mention of a 60 month contract in a way it was stated that I did not understand.

I didn't consent and was not presented with terms in writing where I could understand what I was getting into. I would have never agreed to a 5 year contract. Now that I've made waves I'm seeing bogus charges on my bill, such as $50 maintenance fee and $3 tax on that fee and paper billing fee for $2 that I've never seen before. I am so disappointed in Brinks. Looking into class action procedures now that I've read so many similar nightmares. This is not right, we have to do something about this unscrupulous company.

Their customer service was awful but there was a happy ending. It was painful but finally, everything worked out. But it was not as pretty as they told us and we needed to be very firm with the rep or they would walk all over us. Also, my husband and I travel so I hope that we'll be notified if someone does attempt into our home without permission.

It has now been 12 days, and I never heard back from "Jacob **". Not that I should have been surprised I guess, since the rest of my experiences with them have also been horrible. But it just leads me to think that "he" in on here responding to complaints, to make it look like Brinks cares and follows up, when that is in fact, once again, just a lie. If you're considering Brinks for home security, I would warn you that they make you sign a 5 year contract, make plenty of false statements to get you to decide to go with them, then provide hellaciously horrible customer service, because hey, they've got your money for 5 years, so what do they care right?

I'd love to know how many of the complaints that "Jacob **" responded to actually had any sort of resolution made. All the ones I see say "resolution in progress"... From my end, being the one who wrote the review, it gives me the option of choosing to "Mark Resolved"… If it was resolved, I would mark it that way, but it's just more smoke, mirrors, and lies to try to make themselves look like a better company than what they are.

Original review: I was happy with the security system I had from AT&T, but when a salesman (Leon, from CRS in Las Vegas) showed up soliciting business, telling me they send the Police to your house, not an unarmed security company, I was sold on that alone. He reassured me they were the ONLY company in the city that offers this service. He also said if we moved within a year, they would come out and move our equipment for us, and if it was over a year, they would reinstall it. When I asked what would happen if we wanted to break our 5 year contract, he said "it’s not a big deal, say you want to break it in 2 years, it's around $200". So between knowing the Police would be sent, having them move it for me, and being able to break the contract, I was sold and switched from AT&T to Moni.

One year later, Moni was apparently bought by Brinks, and shortly thereafter, in Oct 2018, we were preparing to move. Much to my surprise, when I called to get our system moved, I was told it would cost either $299 or a 16 month extension onto my still 4 year remaining contract. I called on a Friday, and told them I needed to think about it because that pissed me off, so I would call back the following week. That Monday, 10/8/18, I left for work early in the morning, and missed a call from the Alarm company shortly after. I called back at 7:17am, TWO minutes later. I was told by the agent that "the authorities had been alerted, and they would let me know if anything looked suspicious in the perimeter check". 45 minutes later, my husband was woke up by Vet-Sec security ringing the doorbell. UNARMED Security. (Our alarm went off because I didn't close the door to the garage tightly).

Now I was pissed, because we had been sold on the fact that they send the Police, and was told specifically that the AUTHORITIES had been alerted. And they sent unarmed private security? The next day, Tuesday Oct 9th, I received an email informing me that I owed $40 for the security dispatch... When I called to complain, I told Mary that had I known I would get charged $40, I would have said to cancel. She informed me that once Brinks has made the dispatch call, it’s not possible to cancel it. She did take the charge away, and not make me pay it, but it's the principle of the matter.

But, now that I felt I was being highly deceived by Brinks, I went ahead and called Vet-Sec myself... wouldn't you know the manager told me that dispatch calls can be cancelled up until the agent arrives at the property. So another lie from Brinks. I then asked to be transfers to a manager, and spoke with Zena, manager in the moving department. She told me the term authority is "up for interpretation" depending on the person. She claims she believes unarmed, private security is an authoritative figure. To which I argued, "if a rent a cop security car pulled up behind you on the highway and started flashing its headlights, would you expect to pull over and receive a ticket, or would you expect to not receive a ticket since he's not the authorities?"

So now, we're back to getting my equipment moved. Zena told me that Brinks can't be held responsible for the salesman at the company...so that I should call that company myself. (Which on a side note, is almost comical. Because I can be held to my end of the contract that that sales company convinced me to sign, but you can't be held responsible for fixing their crappy sales tactics? So the obligation only works one way I guess, even though they were clearly representing your company, since I am now tied to you for FIVE unfortunate years). She also told me that it would cost Brinks $600 to move my equipment, (stating that they are billed by the hour, from $40-$120, and it takes at least half a day) but she would do me a courtesy of moving it for $99.

But I was on my own and should reach out to the original company if I wanted to dispute the sales tactics. (Another side note... when they came to install the equipment, we already had a ring doorbell, so we didn't receive a new one from Brinks... which is worth $100. So I argued that not receiving the doorbell would have been a wash for them eating the $99 and doing the move for free, but of course, that didn't happen.) I called CRS myself, and spoke to Jake. He informed me that Leon no longer worked for them, due to "BAD BUSINESS PRACTICES". I explained my issues, and then asked how long it takes and how much it costs for a full equipment installation, and he said 1 1/2 - 2 hours and is a flat rate of $50.

Just to make sure, I listed all the equipment I had, and confirmed, and he said yes, 2 hours and $50 total! So then I asked if he could just send his guys out to move my equipment to make it right, and he said he would be more than happy to do that, but he was in contract with Brinks and wasn't allowed to work outside of the contract with them. So Brinks told me to call him, where he confirmed more lies on their end, but also left me feeling even more like I'm left holding the ball due to Brinks' poor customer service.

Zena told me she was going to send me a copy of my contract, which never arrived. Another phone call, where I once again talked to Mary, also stating she would send me a copy of the contract, again, which I never received. So today, 1/4/18, after 2 months of dreading dealing with these people again, I finally called back. Was told today that I need to file a police report against the sales agent so that Brinks can then go after him for lying...REALLY? A POLICE REPORT FOR LYING? He must have been trained by the same person who instructed the lady to tell me "authorities" when it was actually NOT the authorities.

This company is full of lying, and it starts from the top. If they were a good company who cared about giving good customer service, they would have fixed the issue from the beginning and just moved my equipment as a one time courtesy to make up for their faults. But instead, they hid behind lie after lie, only making things worse instead of better. My husband and I both bartend in Las Vegas. From now until forever, we will both be telling everyone we can to avoid Brinks at all costs. If you want to get ripped off, lied to, and treated like you're a stupid moron who will believe anything, then this is the company for you! I should have stayed with AT&T, I so very much look forward to the day I can cancel the contract that nobody at Brinks can seem to find.

Week later I get a letter in the mail thanking me for extending my contract 2 more years. I called back in and was told if I didn't agree and the tech came out I would be extended automatically. I told them to forget sending the tech and to cancel the service since I hadn't had a working system for months. They said they canceled the contract. I got a letter stating need more information. I called back in. Was transferred to a female voice mail. I left a message stating to call me and let me know what info was needed or cancel the contract.

Never got a callback, never got a bill in the mail or via email. Assumed contract was canceled. Got a call today from Brinks collections wanting $143.20 for the last 2 months service. Told the rep I wasn't paying it. She transferred me to service. They tried again to give me free equipment take 4.99 off the bill, I said, "No cancel it." Was advised that I would get an email to Docusign paperwork in about a week. Then it would take 30 days to cancel and that I had to pay off the contract. I stated I wasn't paying anything. I didn't agree to be bought by Brinks, I didn't ask to be nor did I want to be a Brinks customer, and nowhere in my contract did it say I could be sold and forced to be someone else customer. I have filed a BBB complaint against Brinks and am looking to start a class action lawsuit against them as I see this is happening to a lot of consumers.

To save Jadon ** the hassle of responding that he couldn't locate my account here's my account # **. That seems to be his blanket response. I have wasted too much time and energy on this company and look forward to never having to deal with them again. I will not pay out a contract that I never agreed to have sold over and over. Thank You.

When I called in and told them what I needed, they were able to get me the right equipment that I needed. I ended up ordering a couple more door sensors but that was because I had forgotten about a couple that I wanted to do, and they helped me get those stuff as well. Everything was handled very professionally, and it was a very good experience. The quality of the system seems very good. I’ve been happy with what I have. I would recommend Brinks to other friends.

I called again and was promised a refund within 7-10 business days. This has not happened and I am now facing yet another payment coming out tomorrow. I have been on the phone with Brinks for over 2 hours with no results. A lady I spoke with in Billing was very rude and refused to send me to a manager. They are now saying I owe the remaining months and they will not be sending a refund. DO NOT DO BUSINESS WITH BRINKS HOME SECURITY. They are more interested in stealing your money than keeping you safe.

I am still yet to put the outside camera though. We’ve been getting snow and it’s hard to find a place to put it in. I also don’t want my next-door neighbors knowing that we got this security system. I wanna see if I can install that outside camera in a location where they won’t be able to see it. My girlfriend even said, “Let’s not put up the sign.” If the neighbors happen to wanna come in, the alarm’s gonna get them by surprise.

One morning, I walked outside to start my truck and I forgot that the alarm was on. The alarm sounded after the countdown ended and I was receiving messages. That’s one feature that I enjoyed a lot because I know it was an accident but I knew that the system was working. I didn’t hear the alarm outside but my daughters heard the alarm go off in the house. They said it was a loud noise and they freaked out. When I came in, I was receiving emails and texts, message after message, that somebody came into the house and the alarm was activated. That was when I remembered that I forgot to deactivate the alarm.

Brinks' customer service reps were really helpful when they talked to my dad and to my friend. I have people listed down for the phone calls and they also got the messages right after the alarm went off. That was real awesome because they were able to get ahold of me right away and they were able to ask me if I was at home. I told them that everything was fine and that it was a mistake on my part. Customer service was really friendly with them and everything was resolved. I liked how quick the response was when the alarm sounded in the house and how quickly they shut it off after I deactivated everything and then me responding to them via text message. I let them know that I deactivated the alarm and that it was a mistake on my part.

I’ve been so used to where we can come in and out when we didn’t have the alarm. Even now that we have it, sometimes we wouldn’t arm it at night because we’re home and I figured it would be a little bit easier when we walk outside. I’m not having to check to make sure that the alarm hasn’t been activated. But when the neighbors next door are home, we activate everything. Law enforcement wasn’t notified when the alarm went off before but now I know that if someone comes in and they’re in here longer than they need to be, that alarm’s gonna go off and I know we’ll have law enforcement out here as soon as possible. All in all, I’ve been real satisfied with everything.

Installing the system was easy to do and self-explanatory. I had already set it up myself. I was just waiting to put the camera on and the sensor because I didn't know exactly where to put those at. The system works fine and the features are good. I wanna look forward later on into adding the Skybell, which I now see is available for free with the new system. So, I should have just waited.

The smartphone features are good, too. The only thing I have an issue with is the camera loading. Sometimes it lags, sometimes it takes forever to load, which in my case, it's a little bit of an issue because the system is in an in-store apartment that if someone knocks at the front door, it's like I have to wait to see who it is because I'm all the way in my office. I'm trying to see who it is to see if I need to open the door or not or I can just talk to them and tell them, "Hey, leave the package," or, "Hey, I can't come to the door right now. Come back later." Whenever I load the app in something or whenever I tap on it for live feed, it takes about a minute. And sometimes, it doesn't even load completely. It just says there's an issue and to try troubleshooting.

Overall, the functionality and performance of the system is good. I haven't encountered an emergency where it's needed, but it's conveniently placed. The quality of the system is okay. The thing that just throws me off is the way the panel is. I am very picky on a lot of things. The system design of the panel is awkward to me, but it's livable. And since having the system, I feel better. I have one kid. She's a little bit older. So if I need to go someplace and she doesn't wanna go, I can just put the alarm and everything will be okay.

I just recently bought the home so I had a front panel and Brinks had to help me get the signal to communicate with their services. I was trying to tell them but they kept pushing to sell me a monitor or a modem. I told them to stop trying to push a sale on me when all I was asking for was for my equipment to get running. Eventually, they decided to send me a load circuit card chip. It delayed the process for a week and I was a little upset about that. But other than that, I finally got the system to work. I also like the app and I am able to work on it. Once, I left home and forgot to turn the home security on but I was able to turn it on via my phone and that was a big plus.

I love that I'm able to use my phone to arm and disarm the system from anywhere. It's helpful, so I don't have to give my code to anybody if I want to let them in my house. My husband set it off the day before, actually, and we were able to get disconnected. I didn't have service where I was, so I got the text for the ASAP. But I wasn't able use it. The Brinks guy came over the intercom and talked to my husband. My husband was able to give them the code, so it was good.

What I didn’t like about Brinks was that I had to tell them what I needed. I'm not a security person so they should have come in and told me. Previous providers came in to my house and actually told me what I needed. Back in the day, people did that. But now, it's all done over the phone. It's very impersonal. My interactions with Brinks are just average too. I can't say that I've been completely satisfied, particularly in terms of communication.

When the guy first came to do the installation, he was asking me where I wanted everything. But if you're selling security equipment, you should come into the owner’s home and tell them what they need because they don’t always know what they need. Then I had a second person come and he pointed out where I didn't have a smoke detector hooked up. He said that the house could burn down before the fire company comes. Well, the first guy didn’t even tell me that. Now, my days are up and I can't even get that at the 50% off. So that sucks.

Come 12/29/18, I receive a bill in the mail, so I call to inquire. The rep then told me I needed to mail in forms to complete cancellation. I was never told anything about mailing & it makes no sense to esign cancellation forms. I requested for account balance to be cleared and account closed as previously requested. A manager declined my request and noted account would continue to be billed. I strongly suggest consumers to steer clear of Brinks Home Security. The customer service has also been a terrible experience.

The sensors don't work on a metal door, and they would have had to send out another sensor for a recessed door. When I asked if they could just send a technician out, since this was the third time that I had scheduled this installation, they told me it would be $200, and then told me that they couldn't do it anyway because it wasn't within 30 days of an initial installation. Finally, they transferred me to cancellations. Everyone is pleasant and tries to be helpful on the phone, but ultimately for the past month I've been paying for a system that doesn't work, and have wasted an enormous amount of time and energy. Going to end up going with Comcast Home.

I called back the next day and rep said again that I was current and put a supervisor on to discuss. The rude supervisor told me their records showed I owed 2 months now and to just pay it. I told him not happening and he transferred me to customer service. The rep in customer service also realized a mistake was made by Brinks and that I was current and after talking to her supervisor they would have to zero out my account to fix. She told me that no payment would be taken out on the regular auto payment date (December 26) as the account will be zeroed out and my next auto payment would be on January 26th.

Today I checked my credit card and Brinks not only charged my card but they charged my card an extra payment. My account now shows a negative balance. I called again and another rep reviewed account and after talking to supervisor he apologized and said it would be 7 to 10 days to get through the system and flow to my account. Brinks has charged me a late fee, said I was late paying, froze my alarm.com app, and charged me double. I've spent nearly 2 hours on the phone and still not fixed. Can't wait to see what happens in 10 days.

We’ve always had the system installed previously, and that was an option as well. But having had them installed three times in my presence, I figured, installing it by myself didn’t look that hard. They also provided telephone support while I was doing it. So everything worked out. If you don’t have some electronical skills to do the hookup, then get the technician to come do it. We had the technician do it in Arizona, and they know what they’re doing. It’ll work well either way you have them do it. The thing we like about Brinks is that the control pad is easy to operate, and it sends you a little email message that tells you when somebody’s coming and going from your house. You really feel secure. I'm 100% satisfied, and I would highly recommend Brinks.

I was a little bit not happy when I was told that we do the self-installation and it's not up to par. So, I couldn’t understand why a representative wouldn’t come out and at least look at it. That set me back a little bit and it brought my level of expectation down. My biggest problem is not when I'm not home because if someone breaks in and they steal something of value, it can be replaced. I worry about my family when we’re in there sleeping and someone comes in. The sensor that’s on the kitchen window is not working and that kitchen window is right on the back porch. So, if someone comes up the stairs and the sensor is not working, it's not serving its purpose. We should be able to have a technician or a representative come to the home, especially if the service is not working properly and you've called more than once.

I told we had tried, and tried. I asked if someone could come by and help me. She informed me that if someone came out, I would be billed $85.00! I’ve spoken to several people at Brinks, including a manager, but the story is the same. I will be charged $85.00 for them to fix their faulty sensor box. Upon my enquire regarding termination of the contract, I was told I would need to pay the remaining 52 months left on the contract. UN.BE.LEIV.ABLE!

Provided documentation to Vikki at Brinks and the calls stopped but I continue to incur a $5 late fee monthly. Appears that Brinks does not offer a payment plan so I must pay $5 late fee monthly even though I am paying as agreed. "Im sorry, we don't offer a formal payment plan so you will have to pay the late fee." No payment plan? Then why did they agree to it before install? Their reps are completely useless. Like talking to a box of rocks. Leaving Brinks ASAP!

Brinks was a great company back in the day and I had no complaints with them the whole time I had service with them from ’98 to 2002. They walked me through any little issues and problems that I’ve had. Since I’ve been back with them, the service has been great and the equipment has good quality. I was kinda shocked about the self-installation. I have questions on installing some additional equipment that’s compatible with Brinks and Alarm.com but I’ve been recommending Brinks to other people and telling them that they’re back in business.

Called on December 13th to cancel again and was told we couldn't cancel, because they show that a panel was installed on December 4th. Not true! The customer service representative wants to argue with me and say that it was. I told her, we have a new baby and my mother is home all day, while we are at work. No one ever came and I have no panel on my wall. I have the old panel sitting on my counter and wires hanging out of my wall. She says she'll send someone to connect my panel this week. My old panel that doesn't work? A new panel that she argues with me was installed and I don't even have? This is ridiculous! Bottom line, I don't have an alarm system, I don't have a new panel and my old panel isn't even connected. Why should I continue getting billed for something I don't have?

The equipment is not functioning well at all and I have to call weekly to get things straightened out but nothing gets straightened out. For example, the alarm was going off when the garage doors move up and down. I called and said that I didn't want that to happen. They only did the fix for one garage door. I had to call back again and every time I called, I'm on the phone for two or three hours. It’s horrible. Their people have to be trained better. They have to have better knowledge and they have to have a way to make good on promises that they sell people on rather than saying that they couldn't do it.

It has been two hours of efforts now: I spoke with a girl on the phone, could not understand clearly what she was saying, she sounded so tired and depressed that she was mumbling and after 20 minutes she just hung up on me. I tried chatting, the agent came up within a minute asked for some info and, for an hour now I have the "We have received your message. You are currently in queue and your message will be answered in the order it was received." message. I have tried texting and it is the same thing, they asked for some info and disappeared. I'm paying $30 a month for this.

When I called back to request the extension, they told me that they couldn't extend it any longer, charged me $40 on the spot and told me that with the cancellation notice period I would be charged another $40. I told them that this contradicted what they'd told me and they could not have cared less. I now have $80 worth of charges that I am disputing through my credit card company. Tomorrow I'll be moving into my new house and I'll be using another company for my monitoring service. I recommend avoiding this unethical company.

So far, my experience with Brinks hasn't been the greatest. The system works when it wants to. Sometimes when I try to view my camera on my phone, it can be a blank screen, and it doesn't wanna show me live video on my app. They reconnect then they're waiting to connect. Now, it'll say it can't connect. It's almost like I'm outta range from Wi-Fi, but it never had an issue before. It's been acting up for the past couple of weeks here. But overall, Brinks has pretty good quality service for the price, and they don't do credit checks.

Any other contract you sign whether it is a rental lease, cable/internet contract, etc you must pay 1 or 2 months to break. Brinks is trying to make me pay over a $1,000 to get out of my contract! Again, that CANNOT be legal! I have asked for my contract stating I signed a 5 year term since September, they still have not sent it to me! I finally said in November to just send me the $1,000 bill and cancel my service. Again, 1 month later, service still not canceled and no $1,000 bill. It is apparently IMPOSSIBLE to break the 5 year contract they can't even send me proof of.

Well you guessed it. A little less than 2 years later I sold the first house and I called Security Networks/Monitronix/Brinks to cancel the contract on the first house and was told that the "salesperson will tell you anything to get the sale" (their customer service person's words!) and that I would need to pay the remaining 38 months on the contract for the house I sold in order to get out from under it. I went around with them for a few weeks and they finally decided they would put the remaining months from the old contract onto the new contract, which still has 38 months remaining on it. This brought my contract up to 76 months, or 6 years!

Then in mid-2014 I moved to another state. At that time, I had 40 months left on the contract. I called Security Networks/Monitronix/Brinks and told them I was moving and the city I was moving to LITERALLY has no police force. They would not let me out of the contract and told me I had to monitor it myself since there was no police to call if the alarm went off. Great! What am I paying for if I have to do all the work? I asked to be let out of the contract (with and even offered to send them a settlement payment of ½ of the remaining contract and was told no. They would not let me out of the contract. I had 22 weeks left, taking the contract end date to November 2019.

So the installer came to my house and installed the new alarm system. It worked fine for 2 years then suddenly the keypad would beep ALL THE TIME for no reason. My husband thinks because it uses a cellular signal and we are in a rural area that the small interruptions in our cell signal have caused it to beep like this. We ended up unplugging the system and have literally not used it since then.

So according to my records, the contract should have ended November 2019. Yesterday I call to verify that I’m a year away from getting out of this mess and was told by customer service that they added 9 months to my contract when they installed it in this house. Now I can’t get out of this mess until SEPTEMBER 2020! I’m paying $50 a month for a system that does not work and that I have to monitor myself if it did work! I would NEVER recommend this company to anyone, not even my worse enemy!

I got mad because this inconvenience made me waste an entire day and I didn't get the installation but they promised me that on the next appointment everything would be perfect. I again explained my account manager (Hector) about my lack of time and he again assured me that on the next appointment everything would be right. They wanted to schedule the appointment for the following Monday (the 10th) and I told them that I really couldn't; then they scheduled it for the next Thursday (the 13rd) in the afternoon, which, even that I have to cancel part of my busy agenda that day to be home again for Brinks to install the new equipment, it was better for me than the initial plan of the Monday.

As required, I cancelled then part of my meetings for Thursday and on the next Saturday (the 8th) they called me to tell me that they need to reschedule because they can't on Thursday. Can you imagine? I was so mad, but I finally said yes to put an end on this outrageous treatment towards me. The person that called me told me that he would be here at 2:30 pm. I had to cancel my afternoon meetings and leave my office at 1:45 pm. The new technician at 2:39 pm wrote me a very inappropriate and disrespectful text indicating me that he would be here at 3:00 pm and finally appeared at 3:50 pm. When he entered in my house, I realized that he wasn't a Brinks technician, but a third party one. He started to "shooing" my little dog hitting him with the paper order at my dog's face.

I asked him to stop and removed my little dog from around him. Then he tried to confirm with me the equipment that he had to install and at that moment he realized that he is missing two cameras. He told me "my bad", "I didn't read the order properly." I couldn't believe it! The second visit, the second waste of time for me and again they didn't bring the complete equipment. When I told him to wait for me to call Brinks, he said that he was not going to waste his time, that Brinks could call him "if they want to" and leave. I spent "TWO HOURS" with Brinks on the phone and no one could fix the problem or made me a new appointment before my vacation (I have the pictures of the calls, phone number and minutes).

The first call that lasted 22 min, was made at 3:54 pm and the customer service representative hung up on me. The second one, that lasted 1 hour 39 min and was made at 4:18 pm, ended with me and Ms. ** from the "Schedule Department" who, after me explaining to her (for the fifth time in that call to five different people) the problem, she offered me that someone will call me tomorrow (the 11th) to try to schedule the installation again before my trip (the 20th), because now they don't have appointments available before that date.

Ms. ** was very understanding and proper but still, even that she was working with her supervisor, they couldn't find a spot within my range of possibilities to schedule my set up. Let's see what happen tomorrow. Imagine the service for a regular person if they treat this way a client of this company since March 2003 that is just trying to update her system to be more secure, which is precisely what Brinks offers. Extremely disappointing.

And then when they came out, there was a problem with the system when the builder put it in, which was of no fault of theirs. But then I had to call that company that I didn’t use, have them come back out there, fix the problem and then call Brinks back. It's been a little long getting this installed, and also I know there's a lot of automation. You have to go on the website. They send you links and stuff, and I'm pretty much an old-school kind of person. So I called up customer service and got scheduled to get them out there and they handled it.

Their customer service person is always very nice. The guy that came out both times was also a very nice man. I love the security system. I've wanted it before, and so I'm glad. Brinks has taken me up a little bit different than how it was when I first got it, with their great technology. They now have a pad that sends messages to me whenever it's armed or disarmed, and emails it to me. It's really cool and I like it. But I need to call them and have them to come back out because they need to adjust my camera's sensitivity from my front porch. Every time a car goes by or something, it's always telling that the cameras detect motion. It happens about 10 times a day so maybe it's super sensitive.

Original Review: Notified Moni (now Brinks Home Security) to cancel services. 3-2018. My service contract was fulfilled. The person on the phone advised that I must pay the following months bill, which I did. For my own records I paid the final bill by check, not "bill pay" as I regularly used in the past. Then the harassment started. First the late fees, and continued monthly billing. Then the "Your Cancellation Request is Incomplete " letter. The "Cancellation Incomplete" is really a 3 month extension agreement. I refused to complete that form of deception. The monthly billing finally stopped after 4 months. And the "We're sorry to see you go " letter arrived 9-2018. However the bills and threats of collections continue. Avoid this company! No, Brinks, I will not call. I will only communicate in writing as this could well go into litigation.

I did a quick set up and immediately when I got it, a very kind gentleman called me. I told him to teach me how to do it though I will not be doing it. I put him on hold 12 times during the call because of the drilling and hammering that was happening. I finally told him that it did not make sense that I had to go through the training process when I am not the one who will be handling it at the end of the day and that there is construction going on. I have been dealing with it for a month now and I still have not installed it because the electrician is coming back on Wednesday.

I am being bombarded by phone calls until I finally stopped picking up the phone but now, they do not even pick up. I always get the same number calling and when I see that particular number coming in, I just let it go. I told them the last phone call that I still have not set up the system and they should not be charging my credit card. I am glad though that my credit card is not going through. I have gone over and above by being super calm and nice. It is not like Brinks is bad or they are gonna do a terrible job for us. It is also not like they are gonna ignore us if we need the service. But instead, they should have said that they are gonna listen to me and ask me how much time do I need.

I also felt bad for the Brinks person that physically gets me on the phone. Right now, all of those things are just sitting in a room and nothing has been placed anywhere just that the keypad is plugged in. I'm prepared to put it in a box and tell them that they did not come through for me on the second keypad and that I am returning the crap and I am not doing anything anymore. I am also just gonna go with someone else. They could have put it in their notes that I was under construction and not have dealt with me. I was consistent with my information to them to say I can't be giving out codes right now knowing that I still have a fob sitting outside my business door because I'm not finished with things.

I'm ready to physically set it up probably by the end of this week and I will let them know again what has occurred in the last month and why I have been incredibly disappointed. I was consistent with my information to them to say I can't be giving out codes right now knowing that I still have a fob sitting outside my business door and because I am not finished with things. I figured that as a service especially in the realm that they are, they would have just been able to provide me with better patience in customer service.

The installation was easy but there was a magnet that didn't work and that was kind of frustrating. The rep said he was gonna put in an order for the magnet and I never got it. I waited a week or two and finally, I called in and went to ask about it and they didn’t have anything on file. So, they just sent me a new one. Now that the magnet is here, I had to get another magnet. So, I'm still kinda waiting on it to be complete. Other than that, my husband has a heart issue and I feel safe knowing that there's like a button I could push if he gets hurt or something. I could just push the button and know someone would be coming. Also, when he went out-of-town, I made sure it was armed when I was home alone with my little boy. I felt safer that way.

I got the app from my phone and I like that I don’t have to constantly go to the main source. I just wish somebody would come so they could help us with the doorbell thingy because we can't figure it out. We have our other doorbell off, so it’s ready to be set up. It’s just that when we put the doorbell camera on, the light flashes blue. It probably needs to be attached and then a hard reset. That way, it could reset itself and maybe it'll work right. Other than that, everything else works great. Everything is more peaceful. My husband is now able to sleep better and we noticed that there really isn’t anybody walking around so much.

However, I’m disappointed right off the gate in Brinks’ service and their response time to actually get somebody to do anything with my system after the fact. The folks that I called to get my doorbell added have been friendly, but they haven’t been able to help me. They just told me that somebody would have to call me back. When I did my initial call to turn on my service, they walked me through everything over the phone. And then they told me, “Oh, when you get your doorbell added, just give us a call back and we’ll integrate it into your system.” They made it sound like it was gonna be real quick and easy. I don’t even need somebody to come out. I started the process last Friday. I had to call three times and I have not received the callback. It's common with businesses that they’re anxious to help when they’re trying to sell you something. Then once you’re on board, it seems like you're forgotten.

This lady said she could help me as I called the right department, (I called the right department the first time). Told her all I wanted was a yearly amount, she said, "I think there is a discount," hence why I called. She came back and gave me the exact payment as if I made monthly payments. WHY would I pay you a year in advance for the same service? Now I question how dependable this will be if I have a breach of my security at home. Time to start looking for a different provider I guess.

We also liked the a la carte system, whereas with some of the other companies, you gotta buy the different packages and your monthly service goes up if you want other things, and everything gets more expensive. That didn't happen with Brinks. As we added things, the monthly fee didn't change. The woman that we spoke to for about an hour wasn't trying to add more things and wasn't trying to pressure us into anything at all, which was nice. She talked very nicely to my 9-year-old daughter. The staff we dealt with at Brinks was so nice, especially after a horrible event like that, that when we hung up the phone, my 9-year-old, who had nightmares the night before, said that she felt safe in the house, and that meant a lot to me.

My wife and my stepson also felt safe in the house. They went through great training when the system was set up. The devices were so easy to put in, whereas ADT and a lot of other companies said they would have someone come out to our home and set things up. We just had an unwanted visitor in our home and we didn't want someone else in our home, which we didn't have with Brinks.

We got the security system set up and we did the testing, but I wish there was a way to do a live test or to actually send it to the police department. If we contact our local PD and say that we are doing a live test, the phone call gets sent to the dispatch and they say that the system is going on, although the police department already knows it's a test. We tested everything and they were able to see it, but we wanted to see how quick it actually made it to the police department. Another thing is we wish that that alarm would not silence and just keep going. The alarm here goes off, then stops after a set period of time, which we thought was gonna stay going. We are in a rural area and we don't want it to silence after half an hour. We want it to keep blaring.

We've had other people that we've shown the app to who have the doorbell cameras from other people and have the other security systems, but they can't believe the quality of the cameras that I have or the sensitivity of them. It said in the documentation that the camera would pick up something X distance, but it is picking up things twice to three times the amount of distance. I can see my neighbor coming out of his house at least 100 yards away. It scared the hell out of the UPS man when he dropped the package off and the camera went off, and I thanked him through the camera. I'm blown away by the quality of this tiny doorbell camera. Everything has an amazing quality. It is an investment that one might wanna go into. It is well worth paying the monthly fee other than coming home and noticing that your house in disarray and someone touched everything, and the stuff that you can't have replaced are missing.

I have a wife and some children in the house. So, the security system was more to keep them safe, especially when I’m away because I have to drive 40 minutes back and forth for work. It’s a security net to be sure that the house is covered and it makes me feel safe that they’re safe. At night when the kids are there and I go out with the wife, we can put the alarm on where the doors will go off, even if we’re not at home. So, I do feel safer with a security package on the house. So far, the Brinks security system and their service have been good.

I still have a couple of issues where the panel keeps disarming itself when I get home and it does almost all the time that I get home. Before I open the door, I go to my phone alarm to disarm it and it is already disarmed. Then, when I check what was going on with it, it was disarmed a minute ago. Maybe when we get close to the house and the cellphone gets a WiFi signal, it automatically sees that we are close so it automatically disarms itself. I do not mind it though because I sometimes forget to turn it off when I come back in. I am not upset about it as it is not like it was not armed while we were away.

The system is supposed to record when it senses movement from 10:00 to 7:00 in the morning and it still works. But, when I work at night and my daughter wakes up at 5:30 in the morning to take the bus to go to school, I get 16 notifications and 16 clips of a three to five-second video of her in the kitchen eating breakfast. I called and asked if it could be one consecutive video of the whole motion. It was supposed to be fixed like that but it was not recording anymore.

My sensors were always embedded into the door. They didn't tell me that they attach to the door, and if the doors were not the standard size it wouldn't work. Mine aren't because they are 8-foot doors. I went ahead, got the sensors and they were ugly. My front door is wood and not white. All of the sensors came in white. There was no way I was gonna put a white sensor on my beautiful $10,000 front door. They didn't tell me that they had the other option on the sensors and they should have. I had to take the sensors down and it took me two hours on the phone to talk to somebody about the sensors and find out if there were any other options because these did not work. Where it had to be managed on the doorframe and the actual door itself, was too much space so it wouldn't read it as open or closed.

Had they given me the options, I would have bought the embedded type. Even though that would have cost more money I want them to function. But they didn't tell me what the sensors were. It was more of a fast sale. Somebody was reading off of a script. So, the script needs to be modified to give the buyers the options on that.

When I got the second set of sensors, the print of the instructions inside the sensors was so small. My magnifying glass did not pick it up, that you needed to remove a plastic barrier between the battery and the electronic piece. So I had a contractor come out, drill the holes and install them. It was not a problem. But had I been told to remove that strip, I wouldn't have to spend two hours, while the call was going on with their person, to take them back apart, pull the inside sensor out, remove the piece of plastic, put the battery back in and reinstall. I have 10 doors so I had to haul a ladder around on two floors to each one of those to dismantle the sensor. The sales phone call could have gone better if they had provided better information.

I'm in a remote area. If I had any other option on security, I wouldn't have gone with it because of their billing. They bill automatically to my credit card and I do not like that. That is not how I handle it. I normally pay a year in advance by check and paper. I don't bill anything over the phone, and I don't bill anything direct out of my bank account. They lack billing options.

Also I'm fine with ordering the system over the phone. But they should've had a local installer that knows their equipment, and that comes out and does a professional install. I could've gone to Lowe's or Home Depot and bought the equipment, but I wouldn't have gotten the central station monitoring. But the equipment and the capabilities of the equipment would've been the same. So what does Brinks bring to the table other than monitoring? That's the question they need to answer. And if it's professionalism and quality install, then they need to have local folks that would do the install of their equipment.

We got the standard security system which has the ability to arm away and arm stay. We also have the security on the three doors and a motion detector. We're using the app a lot and although I'm still trying to figure out how we can add more than one user, everything's good with it. It's under my name so whenever anybody disarms it, it just shows that my name did it even though it wasn't me. We haven't figured that out yet but it's not a huge deal. Everything is going good so far and we definitely feel more secure.

Their customer service reps have been really good to work with. There were times they didn’t really take the time to fully understand what I was really asking for and what I was trying to accomplish. Part of that was the confusion between which system we were trying to deal with and what they had access from their end versus the system access or platform where they can see all the account details for the new system. Sometimes it is a language barrier. It depends on who I got. Other than that, the tech support has been awesome. I had some issues whenever I first started the system with regards to set-up, questions, and they were very responsive and took their time to resolve the issues.

We recently purchased a system for my mother-in-law because my father-in-law just passed and we wanted to make sure that she was safe and had a layer of protection as far as knowing if people are coming ang going and as such from the house as she’s living alone. We as a family, overall, are comfortable with regards to that she got that layer of protection. We know that she’s using the system constantly. She’s talking about it all the time and she would call me every now and then with the questions here and there about it that she has never had an issue with regards to false alarm or anything like that.

Before this, I had a cheap system that we bought from Home Depot that wasn’t being monitored and Brinks is 10 times better because it’s actually monitored, and it’s got a touchscreen and not a cheap, little plastic button. The only thing I don’t like is the glass break feature but it’s something that I’m gonna have to get used to. Also, I’m having a little bit of trouble with the smartphone feature right now because my wife forgot her password to the app. I will have to call and get that fixed. Other than that, it’s working great.

One time, I had a situation where I set my alarm off and I tried to call in to Brinks to tell them not to send the police. But I was calling from a mobile phone and I couldn’t get through because every time I pushed the number, it didn’t register with their system. So I had to go to my office and get on a landline. It was frustrating. Also, Brinks ended up sending the police and had to pay money. The police officer told me that they had to dispatch someone unless I got a callback from Brinks. Other than that, I’m satisfied with the system and I like it. I would recommend Brinks as well.

The guy went out of his way to accommodate my wife. She was only able to get it in either late evenings or on the weekends and he came in early one weekend to get it installed. So, I was very impressed. Also, Brinks is a much better system than we had before. I have video support now and I like the fact that I'm here in Kansas right now and I can see my back porch with my phone. We're just still tweaking the sensitivities because it was a windstorm the other day and it was setting off a lot. I already recommended Brinks to my parents. They had some people kinda sneaking around, so I thought that they also need to get something that's also outdoor.

There was a couple of other companies that I had offered, but at the time when I had talked to the Brinks person, they were very short with me and were just trying to make a sales pitch rather than trying to include me. That was about seven months ago, so we didn’t have a security system until two months ago. We decided a month and a half ago, but Brinks was very pushy. They said, “Let us sign you up, let us do this, this package, this package, this package,” and I didn’t like that. My mother, however, wanted to keep the old security system in place, so she said she wanted Brinks. She didn’t know, until I told her, that it was a whole new package, so it was a whole new board and a whole new sensor system that we had to set up.

I had an okay-ish experience talking to Brinks Home Automation. I asked a lot of questions and I went through a couple of reps because sometimes when I would call, my rep said she would always be there, but she wasn’t. I got transferred to another rep that ended up doing all the sales call. She said, “Hey, this is my number, this is my email.” But after trying to reach out to her, we didn’t get her. It made me weary, but I had to listen to my mom. It was her system at her house. The scheduling thereafter was fine, but going through everything was a bit difficult. There was no communication in regards to, “Hey, so I have a door that opens this way. How do I install it?” The rep said, “Just install it the way that it doesn’t beep.” I would have liked a lot more knowledge. I was asking questions and she just said, “Whatever way worked.”

It should have been, “Hey, you had to have the sensor here and this way away from far of it.” Also, they didn’t inform me that the motion detectors do not stick to the wall as well advertised. I called them and said that I wanted to return the system because every single sensor fell off. However, every response was, “Just go out and buy glue.” I said, “How horrible of a company for you guys to tell me to go out and buy glue for something that you guys are giving me?” I have had to repaint my walls and I have had to do a lot of stuff because the 3M stock that was supplied by Brinks sticks then just falls. And I don’t know whether all my motion sensors work after that happening. I tried to call and say, “What can we do? Can I get a new sensor and everything?” But they said, “Just get a new tape. Buy like 3M or InstaGlue to put to your wall.” This is my mom’s house and she was happy with Brinks, but I am not happy with it.

The overall performance of the system is okay, but it was a lot of going back and forth. Brinks doesn’t care about their customers or how they put stuff up because all they are looking for is that the equipment is in place and that they don’t have to worry about it because I installed it myself. Legally, if anything happened to our house, it’s not on Brinks. I patched up everything and put everything in place. I have the panel up and I did it myself. I screwed it on the wall and I’m about to hard wire it into the wall. Brinks said that they couldn’t instruct me on the hard wire. We had the old Brinks system that had all the motion sensors from about seven years ago, but Brinks said we couldn't do that. They said we gotta do the whole new system or we had to have the digital system. I wish that we would have been able to work with the old system with all the lines in the house and still be able to get it up and running.

Updated on 01/01/2019: I'm still waiting for this issue to be resolved. I haven't received any response since I sent my account information as a private message to Jacob.

Original Review: I'm a new Brinks customer, and I'm not happy. Tyson **, sales manager, came to our house 3 months ago to convince us to replace our alarm system. It was Protection1 at that time. He said that all I have to do was to send the cancellation letter to Protection1 and they will cancel the service. After sending the letter, I received a mail from them stating that I will have to pay for the cancellation fee. Tyson told me that his boss will take care of it and that I will not owe Protection1 a penny. After weeks of talking to him, his always response was "I'll find out today for you." And I haven't heard anything from him anymore. He doesn't respond to my messages. I end up paying $700 something to Protection1. Now, I still haven't even received the yard sign and stickers that his team promised to be mailed in 2-3wks from the day they installed the alarm system. I won't recommend this company to anyone.

I’m not very tech savvy so I thought that the installation would be a little bit more difficult, but surprisingly, it was not. The rep walked me through and I was able to set up everything with the exception of the doorbell camera. It was more of the way the old doorbell was set up. I like the system and it’s easy to navigate. I was able teach my children how to use it with little to no difficulty.

I did the installation and Brinks helped me over the phone. I also like the features. I like that I can do it with my phone and I can set it in case I forgot to it or it automatically turns off once I come pulling in my driveway. I can also check the history through the smartphone features. I use the smartphone features all the time. But, then, when I called the tech, I asked for two other sensors and the rep never sent them to me. Also, there was something that happened with these sensors that was not right because I've been hit a couple of times and it just showed up a bypass. And I went looking around and I can see someone has been here -- it's a family thing. It's an inheritance deal which is a weird one because of the fact that the police won't do anything over it. So it's frustrating and they know they're far enough out here, that it's gonna take the police a long time to get here anyway.

When I spoke with the agent, he said, “No problem. You can purchase anyone,” but when I contacted the person she hasn’t replied back to me. She was very insistent when she wanted to sell me the system, calling me all the time. Before she would always answer my phone calls and emails and then completely now, nobody called me. But the installation went good. The installation team knew their business. We have the doorbell and also the indoor camera. They are new in our system. Everything works perfect except the smoke detector. I love that I can control everything with my phone. It also has a very good price.

It's like that commercial with the lady calling her security system company because her house was broken into and when they finally get on the line the representatives says, "Sorry wrong department I will transfer you." That commercial must have been made regarding Brinks. I am glad I no longer have Brinks. I wished I did not waste my money or time having this company. If you search security system Brinks is not even on the top 10 list. Now I know why. I am so glad that my house has never been broken into. I dont think Brinks would have dispatched the call to the police station.

I hope this helps someone when looking for a security system to purchase. No wonder they have people going door knocking to see if the homeowner would like to sign up with their company. That should have been a red flag for me but I was a new homeowner and thought it was going to be good. Boy was I wrong. Bottom line STAY AWAY. There are better systems out there less expensive and services are better. Not money hungry like Brinks. I won't be surprise if they go out of business soon. Thank you for reading and I hope this helps someone.

Original review: I have had my security system for over 10 years. I didn't buy or sign up with Brinks but they bought our original service. We had no contract with Brinks. We have been on auto pay and after seeing our last bill I decided it's time to move on. I spent 2 hours on the phone trying to get the service rep to cancel my service. He wouldn't quit pushing until I got irritated enough to ask for his manager. Then I get this "It takes 30 days to process your request and we'll continue to bill you" **! I did not sign an agreement with Brinks and I surely wouldn't agree to paying for an extra month after I cancelled service. 4 days ago I receive a call and was told my service was canceled and I owed no money. Today I get a call and was informed they just billed me another 33 dollars! I informed the person I was told I had a zero balance and would not pay any more. She threatened to turn me over to collections! I'm pissed! Brinks can go pound sand!

The customer service was terrible. I was transferred nine times and every time, I got transferred to someone in India. These people have such a thick accent and don't even care about helping the customer. They hung up on me three times and it just made matters worse. They couldn't pull up my account and it was just upsetting. So, bring America's dream job back to our country. Otherwise, the sales representative was okay and professional. The quality and functionality of the system were excellent as well. I would recommend Brinks.

They called her back a few days later and somehow enticed my sister to verbally 'rejoin' at a slightly lowered rate. She was confused, and said she needed to talk with me (her brother) first to decide what to do... Somehow the agent she was speaking with took this as an 'OK' and re-signed her up for the Brinks monitored service. It was after this, and noting the unauthorized debits to her checking account that she contacted me for assistance.

On 11/26/18 I set up a three way call with myself, my sister, and Brinks customer service. The Brinks automated answering system said we could expect an agent to come on the phone in about 10 minutes... 22 minutes later a representative answered and we explained the situation noted above. The Brinks customer rep said that they would have to re-send the cancellation letter and start the process over again, which would take 30 days to complete, with Brinks withdrawing yet another monthly fee even though we were adamant that my sister did not want this service.

I thanked this customer service agent for her time and asked to be transferred to a supervisor. It took another 20+ minutes waiting on the phone, with incessant admonitions to visit the Brinks website, or text them, interspersed with very tinny sounding out of date hold music, before someone else came on the line. We were now connected with 'Gary' in 'Customer Loyalty' who went through his pitch about what a great a deal my sister was getting in terms of a rate and thanking her for her several years as a customer. He wanted to know what Brinks could do to retain her as a customer, wanted her to take a short survey of service, and basically would not take 'no' for an answer.

Gary asked repeatedly why my sister wanted to discontinue service and what she was now using for a security service. Both questions, in our opinion, which should not have been asked. When a customer unequivocally states that they wish to discontinue service, there should be no further questioning of that decision. To wrap this up... Gary stated that it was Brink's 'protocol' to require a 'customer' (even one who had just cancelled service and was then duped into re-signing up) to perform a 'docu-signing' of an emailed form stating that you wish to cancel, after which they will take 30 days to 'process' your cancellation and charge you yet another month of fees for a service you do not want. (Bear in mind that they will take a verbal utterance you've made over the phone to lock you into a contract.)

A point to consider if you do sign with Brinks... Go with a credit card, with which it is much easier to dispute and reverse fraudulent charges. My sister had an auto draft from her checking account and we will now have to file a 'written statement of unauthorized debit' in order to recoup this fraudulent draft on her account. Again, please note that this is not a review of Brinks' Security Systems hardware and basic services, but solely their Customer Service with regards to cancelling an account.

At first when I moved to Brinks they performed like I expected except the company I signed my contract with was called MONITRONICS at the time. No idea when the change occurred but MONITRONICS either went under or was bought out quietly no idea which and it went to Brinks, I didn't even know it at the time. My bill was still auto deducted at the same price. It should be noted that my contract with Monitronics had expired and I was going month to month with no contract for several years before Monitronics went away and Brinks took over.

Jump forward a few years and the alarm system started to have issues. I called Monitronics to see if they would fix the issues and I would sign a new contract. This is when I discovered that Brinks was now the name for the company providing security for my home. When I asked if they would repair or upgrade my system I was informed that they would not upgrade the system or fix the issues which had started to plague my security system. These issues included window alarms not functioning and door alarms going off at all hours of the day and night without cause. I was told to contact a private contractor company to see what they would offer but Brinks was going to charge hundreds of dollars to fix the hardware which had failed, not a failure through any fault of my own doing.

After calling several times and getting no real assistance I decided to cancel the account and save the monthly fee, as the system was no longer reliable and I could no longer set the alarm to guard my family. This is when all my major issues started to come to the forefront. When I called Brinks to cancel the account you would think I was attempting to abduct their account numbers and passwords. The number of hoops I had to jump through seemed never ending. I had to be pushed through several people, I had to wait for an email which I then had to fill out again requesting permission to cancel my account. I was informed that the email they sent me would expire in an extremely limited amount of time (I believe seven days), and if I allowed the email to expire, I would have to begin the entire process over again.

I couldn't get Brinks technicians to come out to my home and return my system to a functioning alarm system again (I was even willing to upgrade the system and pay for those upgrades, and possibly increased monthly premiums for increased services) and now I have to literally ask for permission from them to have them stop deducting money from my account and cancel the service even though it hasn't had an extended contract for a few years. If they had been this diligent with me when I called to upgrade and fixed the security system I would have stayed with them.

So this sad tale doesn’t stop when I complete the email and send them my request to cancel the service. I wait for weeks before I receive an answer. Which is a short message telling me that the service has been canceled, however due to the time delay in the alarm monitoring cacellation, there are additional monies due and owing. They have also included a bill for roughly $21 dollars. I look at the bill unsure why there is one, due to the fact that I was up to date from electronic auto payments and I had verbally and through email of all things requested that my account be closed about a month prior. Confused but believing that this was a mistake I called them.

Once I was on the phone with a “customer service” technician I was informed that the bill was accurate. When I asked why I was informed that it had taken them over 30 days to cancel the contract. Due to this time delay it crossed into a new billing cycle which I would have to pay. I was floored, I felt that I was in a bad 80s movie with a kid demanding $2 dollars everywhere I went. I attempted to use logic to no avail. I informed that even though it was a small amount and unfortunately legal it still didn't make it right. How many people across the U.S. Have they done this to and got away with it. I was informed that it took 30 days for the request to move through all the departments to verify that it was canceled. I asked them how this was even possible. In 2018 with all the modern technology at every company’s disposal and it took them 30 days to process what should have simply been a small keystroke.

By this time I had worked my way up the management chain and I was informed that is not how the system works. She used the example of student loans of all things to saying that it would take up to 30 days for the lenders to cancel or adjust a loan. I may have laughed on the phone line for several reasons. One I had not taken a loan and two, even through I may be old I fell into the student loan trap when I was young and I am still paying them.

I can access them on my phone and adjust, stop, cancel and other wise manage them all while seated on my couch slowly turning through the hundreds of useless TV channels that I have access to through modern technology, and if I get bored I can access YouTube, Facebook, Amazon Prime through my TV, and cell phone. Of course unlike Brinks if I suddenly decide to cancel all of my accounts I can grab my cell and stop each and every one even those which I pay right there no hassle, no fuss, and I wont be threatened with legal action and damage to my credit if I don't pay immediately.

For everyone who has slogged through this monologue, just think about something. Our residence or business are the most important assets that we have. When I go to work I want to know that my family is safe and so if my property. I want to know that the most high tech tools are used and the people who use them have the best tech to assist them when I am in need.

Having said that now think about the conversation I had with a supervisor when she explained that it takes 30 days to work through the system. I call bullshit, unless they are using 1970 or 1980s tech to guard my home, then that is a crock and if they are then find another security service to guard your home and property because they are way behind and not competitive.

If the above paragraph is not the issue then then do it to make a little extra cash because it is only 20ish dollars. We all spend that at Chipotle’s for a burrito and a drink. To add insult to injury, I never had a contract with Brinks. My agreement was with Monitronics, and I never agreed to an extended cancellation period that Brinks decided to take.

After explaining my issue with what they did and why even though it isn’t illegal it is unethical and basically being told to pound sand I started to receive phone calls every day at all times of the day demanding money. To the point that it became simple harassment I finally had to block multiple numbers just to stop the continual calls. Now I am going to pay the bill, I am not happy about it but I have no choice. So my advice don’t use them. Go to Best Buy, Amazon, etc... otherwise when you decide to change service have fun because I did

The customer service person told me they cannot verbally cancel my services. She also told me she would have to transfer me to another department that will handle this matter and it still not resolved yet. I did advise her that hurricane Michael did come in to the Florida Panhandle and there are lots of damage with this area where the house was located and they did not have phone service or power in the area for more than 30 days. And they could not have provided the service for this area. She told me that I was still responsible for this bill. I told her that I have been gone from the area more than 3 months that I left the area back in June and did not get a bill until November. This sounds like a typical case of fraud.

I signed up with Brinks, told them the system I'm using and they said they could monitor my system. I paid $100 to get a communicator sent to me, then the communicator they sent to me was wrong. I took a picture of it, sent it to Brinks, and they said, “Unfortunately, you have to get a new panel because we can't monitor.” And then, it took me to describe the proper device I thought I needed, and then they sent me a link from Amazon to buy that device. And now, I still have this $100 communicator I bought that doesn’t work in my system. I'm still waiting on an email from them to return it to them. It seems like they don’t know a lot about the security systems. So, I'm looking at Alarm.com or Alarm Good to monitor as well.

I feel like I'm talking three-way. I'd be talking to the sales rep and then they'd put me on hold, and they'd talk to the technician, and then they'd relay what they said, and then I'd give a bit more information, and I'd get put on hold again, and they'd talk to the technician. It has been a hassle. It would be helpful if I was able to talk to the technician that they're talking to. I'm already sold, I already signed up for it, I just need to know what I need and don’t need. I would have to tell my friends to use a different service and maybe that will change once I get set-up. I went with them for the monitoring, not for their knowledge of my system. I don’t expect them to know my system perfectly. I used to be in sales so I understand that they don’t know it. It just seems a very disorganized company, which makes me stand back.