Brinks Home Security™ Reviews

I would never recommend Brinks to anyone. Their cancellation is a big mess. When I requested them to cancel the service they did send me an email to sign which did not work and the subject of the email sounded like the service is already cancelled and I don't need to take any action on my part. I was under the assumption that the service is cancelled and I was charged for 5 months with no service at all. When I contacted customer service regarding the same instead of empathizing with me they were trying to sell me which is the worst part. I will give them zero stars.

We had a home security system from another company that Brinks bought out. The system we had failed and the alarm went off continuously. We called Brinks tech support and went through all the troubleshooting and it still was going off continuously. They asked if we wanted them to send new hardware. Because Brinks had raised their prices a couple times and the service was expensive I said no please cancel the service. We called the company today and they acknowledge we canceled the service.

We were transferred from AT&T to Brinks home not by choice. After the transfer, we have had terrible installations which we had to keep calling back for, they made us include a warranty that will cover our equipment which we cannot used, each time i call, they increased the months of service. I never enjoyed their service and it is one problem or another. I never see a company that will exchange support for increased service years. They are a scam, please dont be in my shoes run away. They unknowingly to me locked us up in a 5 year contract and is demanding $1,700 to break the service. So we have to keep paying for crappy services for 5 years.

I'm deeply disappointed by Brinks' refusal to cancel our security service, even though we've fulfilled our contract. Their unwillingness to accommodate our request and the apparent disregard for the terms of our agreement is unacceptable. It's a frustrating experience when a company doesn't honor their commitments and makes if difficult for customers to move on. My experience with Brinks has been frustrating. Not only did they refuse to cancel my service, but they also informed me that they would send a cancellation link in 24 hours, with the catch that the cancellation process would take an additional 30 days. This level of delay is resistance to canceling a service that I no longer wish to use is both disappointing and unacceptable. It's clear that customer satisfaction is not a priority for them.

I sold my house and Brinks made me pay them $844 to close the account, WOW ne VERY careful not to get trapped like I did, could swear I signed a 3 year deal and they were even asking me to renew earlier this year but I didn't, now they're saying it was a 5 year deal and I had to pay $844 to close, then after paying the ** Bill I got a confirmation number and they say they'll email me in a MONTH???? I DO NOT TRUST THIS COMPANY AND NOW I'M AFRAID THEY'LL COME AFTER ME YET AGAIN!!!

I recently switched my Internet service, in May 2023, my cameras and doorbell will not connect to the new server despite following all the directions on the Brinks Home Security app, spent a good part of two hours on the phone with customer service, trying to troubleshoot the issue, after repeated attempts of rebooting the Internet, resetting the cameras, up and down the ladder on a 12 foot ceiling. The tech told me that someone will need to come out and service us at the tune of $150. I’ve been paying for monthly monitoring since May and not actually being monitored.

I had Monitronics for years with no problem. They always have responded expeditiously. Brinks took over and at first things were fine but as of late I don't feel secure not knowing if Brinks will follow up if my alarm is set off. The alarm was mistakenly set off at 9:02 pm. It is now 9:34. They have not called nor did they try the intercom on the alarm pad. This is not the first time. It's been happening more often lately. What am I paying for?? I will be switching. My family's safety is worth more.

We started my Brinks security in Arizona about 6 years ago. We moved to Nebraska and transferred out service only to find out that the contract had to be renewed. We moved again back to Arizona and transferred the service only to find out the contract had to be renewed again. We are not getting the service we need even though we have paid for a service contract without paying $50. for the contractor doing the service. I tried to cancel my service but I am told I have another 20 months left on it. I can not afford this and I am very annoyed and disappointed with Brinks.

Contacted Brinks to monitor house in GA. They sold me equipment and camera to monitor front of property. Installer said camera was useless because I have no wireless in that house when I'm gone. Other equipment unnecessary, so returned. Two weeks after I left GA, the back door sensor quit working, so now not being monitored. Brinks won't let me cancel without a buyout fee of $1400.00. System didn't even work for 30 days. They said I only had 3 days to cancel. They say they can send new sensor or installer. Well, I'm not in GA. They say they have a money back guarantee on this website, but I'm receiving nothing and I'm still paying. ** I have placed numerous calls to Brinks. Waited for account managers to not return calls. Placed on hold, disconnected.

I’ve had Monitronics then Brinks for a very long time. The alarm respond from an alarm is fine but the add on are horrible. The cameras takes forever to see anything. My doorbell camera takes forever to see, the person will be gone before or if I see anything. If I have motion I get an alert half an hour later. I’m tired of calling them. I want out of this company yesterday, I’m so frustrated with this system I just can’t take it. I bought a Ring and it’s like I’m up to the times and Brinks is in the '80s.

Lock malfunctioned. Brinks scheduled service for nearly a month later even though they knew my house was unsecured with no lock. The day of the appointment I left work and waited for hours and the service tech never showed. I was told I need a death certificate to get out of the contract. They are paid to secure my house and that’s not being done, so am I to assume they are a scam or just unbelievably incompetent? I Called when nobody showed and asked for supervisor but was just put on hold and then hung up on (on purpose I’m sure). I believe they will again leave a public response so people will believe they will resolve issue, but they again will not.

Update: Andrea from Brinks called and worked with me to resolve this issue. If the other service agents were like her there would never have been a problem at all. She was great. Hopefully this is the last of my negative issues with Brinks.

The worst company ever. We had them for 6 years. Then in January we called and canceled service. Nothing was ever said about needing to fill out a paper. Our bank account was not charged. Then in July they hit my credit report. They said they never canceled because we never filled out a document they sent via email. I told them I never got it. They said tough and billed my credit card $350 for services that I did not use. I did everything on my part to do the right thing and they are frauds and scammers! They sent me to collections for services I canceled and said that the only way they would remove it is if I paid. Then when I demanded they cancel it they said no. That every company was terrible and they they would give me great service. I explained that I would never use their services again because they are scammers. Just check the reviews. This is what they do. They scam!

Had no problems for years. Recently been having many problems. Now have had no service for 6 weeks. 3 scheduled home service technicians have cancelled last minutes (same day, last hour). I am about to travel and have no alarm. They continue to bill me. Mind you I pay for a warranty contract!!!! They tell me over the phone how to try to fix the problem and they wound up breaking it further by having me break wires that cannot be fixed by someone who isn't one of their techs. ONE customer rep apologized. Many have just put me on hold for up to an hour waiting for a supervisor and then they just hang up or disconnect me.

We have now been told a few times that they don't have any record of what we're saying so they're not accountable. We have been with Brinks for several years and a while back they changed their system but had very narrow windows in which they could come switch it out. We finally found two different times that could work and were canceled on the day of. When I tried to get those months credited, they said they didn't have any record that happened so we still needed to pay even though our system didn't work.

I wanted to cancel my service with Brinks due to my negative experience with them, not honoring what was initially explained in the contract. After reporting my experience on consumer affairs, within the hour, I was contacted by Andrea **, a executive from Brinks response team and she assured me that the initial promise would be honored and she would review my account and get things resolved as soon as possible. Within days, because of Andrea **, she convinced me to give Brinks a second chance.

After speaking to her, I did not want to cancel my service with Brinks. She was extremely professional, patient and respectful to what I had gone through. She explained to me that the company was making some changes to improve, and so far, she was not lying!!! Within days, she continued to give exceptional customer support. She communicated every detail of what she was going to do to resolve the issues moving forward. She is great in her ability to resolve issues in a timely manner. I am extremely pleased with her…very professional!!

Terrell ** (technician) came and restored/resolved every issue….my camera, my door locks, window alarms, fire alarm, panels are working great and in less than 2 hours. He tested everything to see if it was working before leaving and everything was working correctly.

Now, the alarm is so loud, I’m sure all my neighbors could hear it to know I needed help, if something was wrong. He was truly amazing, professional, honest and very knowledgeable. He was very helpful in answering my concerns about the cameras on my system. He fixed what was not working!!!! He was not pushy and not trying to sell me new products…Incredible!!!

Shortly after the technician left, I got a follow up call from Jaime to see if I was pleased, and I told him extremely!! I got 5 star service and if the owner of Brinks Home Security is reading this….Andrea **, Terrell ** and Jaime should be commended because it is very difficult for me to change my mind, and they convinced me to give this company a 2nd chance!! Period!!!

Updated on 08/08/2023: I’ve literally JUST got my refund after over a month and they charged me a monthly fee after returning all their equipment! Brinks stop charging me and give me back my money! I’m sooo fed up with you guys!

Updated on 07/25/2023: The torture continues. They will not cancel despite the hours & hours of pleading, begging and completing everything they have asked for. Never ever use this company. I have now logged additional hours with “customer support.” The gear has been sent back & now I am paying for a service I do not have. The replies from the company here are boiler plate and all for (false) appearances. I truly have no idea how these “customer support” people sleep at night. Disgraceful, horrible, unethical at an epic level. Oh yeah, the service itself was terrible which lead to us leaving in the first place.

I recently sign up with Brinks in June 2023, their outdoors cameras only work for 4 days after installation, called over and over and no one ever came to fix them, now I want to cancel because of their horrible customer service and they are telling me I can't without paying a penalty...which I refuse to do.. I'm disgusted by their service and I don't want anymore dealing with them, period. I want them to come removed their equipment off my premises so I don't ever have to see them ever again.

Ever since the system was converted from ATT to Brinks, I have yet to have the exterior cameras installed and for the last six months I have yet to receive a call when the smoke alarms sound when cooking. Their Carbon Dioxide alarm went off and no one from Brinks called me to check on my safety. I would never recommend their equipment or services from this company. They're always looking for charging me for a technician when the system fails to notify their alarm dispatch. Having another two years under their contract is expensive and a total waste of money. Cannot wait until the contract ends since it provides nothing to our safety.

Brinks refunded the erroneous charges. Improving the rating to 3 stars. Hoping the charges don't appear back and the monthly charges are as agreed during retention. Will closely monitor. Thanks.

I originally contracted with Livewatch in 2015 and signed a 3 year contract with them. Then at some point Brinks bought out Livewatch and my monitoring services were picked up by Brinks. I called Brinks to cancel my service because I am moving and no longer need the service. Brinks informed me of their policy that it takes 30 days for them to cancel the service! That is after you receive the email with a link to sign and if I don't receive it with 7 days I am supposed to call them back so they can attempt to send me the link again! This is outrageous and it is my opinion that this is a dirty practice! So consumer beware if you are considering using Brinks for your home security needs!

For two months I experienced issues with my alarm system. I called Brinks Tech Support for guidance without a resolution. After the third month, I decided to cancel my service. It made no sense paying for an alarm system that was not functioning properly. Upon cancellation, I was charged another 30 days. The day after I cancelled, Brinks proceeded to call me repeatedly offering lower deals each time. As a loyal customer, why not send out a technician to address the issues after the first phone call? I called Brinks Customer Service several times trying to resolve the final bill, to no avail. I don’t understand the concept of paying for a service that you are not receiving. Buyer beware!

Monitronics was taken over by Brinks in February of 2020. The billing was inaccurate as a result for many years via email notifications, online accounts, telephone representatives, and automated tele services. I am finding out that I still have an outstanding balance. Brinks claims I was paying the wrong amount and charges were adding up. I thought I had resolved the issue last year but apparently did not. Brinks cannot provide me with any documentation of my payments showing how I was paying the wrong amount and how I began to accrue an outstanding balance. This payment period in question (August of 2021 to July of 2022) is prior to them finally getting their current system up to date with their online portal. The current online portal shows payments only going as far back as July 2022.

Front door won’t lock. Spend 4 hours on the phone. They said they would send someone out in about a month. The whole point of the company is to secure our home and we can’t lock the front door for a month. I asked how to get out of the contract since they are not fulfilling their duties. They told me they would need to have a death certificate before they can cancel.

Had Brinks security for the past 3 years and had nothing but issues. During my move they could not reinstall my security cameras due to an issue with the "power wire" and I needed to pay over 1,000$ for new cameras. Now with the 3G cell network cutback, my 2GIG panel will lose radio reception requiring me every month to remove the panel off the wall, disconnect the battery and then reassemble. Which is very handy when you are on vacation and expect the peace of mind of your home being protected, which is not. Also, my bill increased without ANY warning. I was advised via my contract my base rate would not change but it in fact, increased. Very kind of them add a "cost recovery fee" for the outdated cell network that cripples my security system anyways. Do yourself a favor and find your own solution.

I was contacted by Andrea of Brinks and she quickly resolved our issue with the billing. I am satisfied with her actions and the timing as she handled everything expeditiously.

This company is horrible. Don't put your life in their hands. At midnight our alarm went off and no one came over the system, or called. The police never showed up. When I called they said, "Oh sometimes that happens." Then on top of that they increase your bill every 3-6 months. I had auto pay set up and some how that got canceled. Now they harass us about coming back at a lower price. Sad that a company can't do right the first time. My suggestion is go with Ring, or SimpliSafe, or some other service but stay away from Brinks!

I contracted with Brinks and the day the sensors were installed on the doors and windows they started falling off. Contacted Brinks after spending a great deal of time trying to reach the correct department, encountered a very rude customer service agent that suggested I buy double sided tape and fix the install myself. Explained that the part that was falling off was the sensor that clips into the part that is already taped and she responded that they installed according to the manufacturer's instructions. After several minutes of arguments and explanations, she agreed to schedule a service call three weeks up the line (mind you my house is unprotected, since alarm does not work without sensors).

I originally contracted with Protect America for my home security system. They were taken over by Brinks Home Security. Since that time the monthly cost of my home monitoring kept increasing. Finally, when my contract ended, I called and asked for a reduction, they refused. I then contracted with another company at a significantly lower price. I disconnected my service with Brinks and informed them on May 3, 2023. They billed me through June 3, 2023. They said I needed to pay for an extra 30 days. Meanwhile, they have continued to send me messages lowering my monthly rate. A reputable company would have given me the lower rate initially and not play their games with me.

I’ve been paying for a service that I’m not receiving. My cameras are outdated and do not work properly. I have the Home Protection Plan and their in home technician confirmed an upgrade was needed. They are refusing to replace them and are now claiming that the issue is with my Wi-Fi Connection. Will not allow cancellation without a $1400 cost to me. I would not recommend this company to anyone. The service seems great until you start to encounter problems.

I've been with Brinks since 2010, and other than their failure to properly communicate the 3G debacle, the service has been mostly fine (not amazing, but not terrible). That is, until I decided to cancel my service. I went on the website to do so on Friday after work, because it's 2023 and the internet exists. Come to find out that can only be done on the phone weekdays from 7:00 to 4:30, forcing me into another month of service since I was at the end of my billing cycle. Then I called this morning, and phone call was a complete joke. It's actually cruel what they force their agents to do, ignoring the customer's actual needs while continuing to sell over and over. And by the way, they offered a lower monthly rate each time, which begs the question if you could offer me that price all along, why didn't you?

My Annual Contract was bought out by Brinks. After it expired and I cancelled they continued to bill me. I complained and was told they do not take cancellations. I have to submit an affidavit and legal forms. I submitted them but they continued to bill me. Now they have turned the account over to collections and are threatening my credit score. Crooked! Stay away from these people!

I haven’t had Brinks very long and I am already regretting it. I get notifications daily from someone else’s account. I know when Ms. ** turns her system on, off, and whether it is set to stay or away. This would be great information if I was a criminal. Also, my door was knocked open in a wind storm. The alarm went off for over an hour. Not one cop car. Not even a phone call to see if we were still alive. What’s the point of paying over $100 a month for?? I sure wish I could get out of this contract. Oh and the email they give you socialmedia@brinks is invalid.

This complaint is the same as numerous complaints filed against Brinks Home Security. I among others feel we were duped by Brinks in that they contacted us that our control panel had 3g capability and the cellular service was going to 4g. They explained if we didn’t have 4g we would not be able to monitor our security system remotely by cell phones. To accomplish this we needed a new control panel and we felt force to extend our contract with Brinks.

We have had Brink's Security since October 12, 2012. The service has been terrible. No technicians in the area. Whenever we called, they promise us a call within 24 hours, and no one ever called. We were notified that we need a update in 2021. We ordered the update equipment, but could never get anyone to come out and install the update. We recently found out our service has not been working for probably 6 months to a year (we really don't know how long), but they continued to charge us $80+ a month. I called to cancel and they had the nerve to charge me for an additional month. I call today to talk to a supervisor and I waited over 55 minutes. This is absolutely the worst company and customer service I have ever experienced. Please do not get your security system from this company. It was hard giving them 1 star.

DO NOT SIGN UP WITH THESE CROOKS!!!! Use any of the other 20 options on the market. Everything about this company is a scam. I got dumped into this nightmare after Protect America got purchased. Trying to cancel was an extreme effort and the agent doesn't mention that it takes 30 days for "the system" to remove you. In other words, they charge you can extra month even if you don't have a contract. To top it off, they send you a paper bill with extra fees to squeeze you for every penny. When I pointed out to the customer service agent that his company was nothing but lowly-rated crooks, he replied with "Yes, but there is nothing I can do." I feel truly sorry for any poor people that actually signed a contract with these monsters.

Basically everything the salesman told me about my contract was misleading. Shame on me for not reading every word (even with my glasses on it was almost impossible to read the 3 pages of small print) but shame on Brinks for allowing outright lies on what I was agreeing to. When I called to cancel because I was moving to an apt. where I couldn't use a security system, I was told the cancellation fee was $5000.00. That add ups to the total terms of the 5 year contract. The salesman told me that if I didn't want to transfer my service to a new address, I could just cancel. I understand Brinks charging a cancellation fee, but for that fee to equal the full term is just ridiculous!

I recently agreed to a monthly rate of $34.49. I was not aware they were going to charge additional fees on top of sales tax monthly. I was charged a cost recovery fee of $6.40 bringing my total bill to $44.42 with the sales tax included. Their practice of adding on additional fees not agreed to is unacceptable.

I have had Brinks' service for about 3 years. The customer service department is terrible. This company is very bureaucratic and makes it very difficult for customers to cancel the service. I called to cancel and the rep said it would take up to 3 days for me to receive the link with the cancellation details since I had to sign through Docusign. Two days later after I received the link, the link had already expired and now I have to call back again to cancel the service.

I had been the customer for Safemart for many years before Brinks Security took over. They keep increasing my monthly payment and for last three months my system was disconnected from their system and they didn't even know but kept billing. An alarm monitoring company doesn't even know that their system is not connected to customers system and their billing keeps continuing. When I noticed and called for cancellation as luckily my contract was over, they still charged me for another 30 days and gave me hard time. And charged me for another 7 days after cancellation with a $5 paper bill fee. A complete rip off company.

Had a contract with an alarm monitoring provider initially that later got migrated into a Brinks account. This became month-month with Brinks for many years. In 2022, the 3G network went end-of-life and I began noticing long delays in setting the alarm. Brinks sent a letter in Sept '22 advising that they needed to come and install a 4G communicator to get the system working again. In Jan '23 the 3G communicator went off line completely. After 4 months of failed/deferred/missed scheduling attempts, I finally gave up and canceled Brinks entirely.

I have been a customer since 2009. When I called to cancel service (after my contract expired) I was offered some additional monitoring equipment in trade for extending my contract. Once the equipment was installed our account was then charged $500 for the equipment AND the contract was extended. I have called several times to resolve the issue. They say that I agreed to the fees and contract extension. I have asked for proof of that. They say they will provide the taped phone conversation where I agreed but they have failed to provide anything to this date. Very fraudulent.

Started service with Brinks November 2022. Two weeks after panel started disarming on its own. I am paying for service that I’m afraid to use because of the possibility of false police dispatch. There’s a 50 fee for technician dispatch. Called several times for help, systems upgrades & battery replacements do not fix the issue. I’ve requested a tech several times. First time, no call. No show. The alarm goes off at all hours including 4am when sleeping. Today (02/23/23) it went off twice, 9:45am & 11:50 am. I was scheduled for another appointment today. Brinks called at 3:40 pm stating they cannot get a tech out & will send someone tomorrow. Asked for MGR, transferred to diff agent that explains I will have to wait for a tech or to get out of my contract cost. $1059.04. Asked for a manager. Again placed on hold then told a MGR will call me back.

I've had so many issues with Brinks Home. When we moved a year ago they tried to charge extra for a new system even though we were an existing customer. It took months to get that sorted out and my money refunded due to their errors in ordering/shipping the wrong equipment. I spent more than 10 hours on the phone for weeks trying to get that issue resolved.

Price hikes, customer service not giving all information up front, no longer honoring original contract. Sadly I had signed up with a company that has since been bought out by Brinks. For the most part, it was great at first. Then the prices kept creeping up. Now I have an issue with the panel battery needing to be replaced. With the original company, they would come out for free and swap out batteries as needed. No longer is that the case. Called into customer support, asked about the battery, was NOT notified about any cost, and they shipped the battery to me and then charged me. Called to ask about it, and was simply told, "You have to pay for the shipped part." Luckily, only one more year with Brinks. Poor poor customer service communications.

This is a highly unethical and unprofessional company. They made changes to our contract without our knowledge and authorization. We moved in August 2022 and tried repeatedly to get a technician out to set up an alarm system in our new home. On multiple occasions, Brinks would schedule technicians for 4-hour windows that would never show up - we'd waste hours for technicians who wouldn't even notify us that they weren't coming. Every single time their technician would not show, I'd have to call Brinks and be placed on long holds just so Brinks would schedule another technician that would not show up again.

I had Brinks monitoring service and a camera and was a great customer, paying my bill on time via auto pay. My contract expired and I was month-to-month as I knew I'd be selling my home and cancelling service. When I call to cancel - and they try everything in the book to keep you - even if moving, they want to know the address, and try to move your service - I get it - but it was so frustrating to say no multiple times. Then they need to send you a cancel contract - and trust me, it does not arrive and expires in 48 hours, so you have to call back, and they promise to send it again - it does not show up. So, I call again and they say they will escalate it and cancel the service w/out having to have this contract. Well, of course they do not and another payment runs. I have to call again - and I get the news I still need to sign a contract they will send in 48 hours. And they will not refund the charge that ran last month. Run away - run away from Brinks.

Sorry to write a negative review. System never worked properly from day of install. The problems could not be addressed because they were not able to schedule a maintenance call. The false alarms that were occurring resulted in invoices from the local police. It is very unfortunate. I do not like writing negative reviews. But these are real problems and others need to know.

This company is just awful to deal with. Equipment is absolute junk that goes offline for sometimes 3 days at a time. My vehicle was vandalized right in front of my doorbell camera and it didn't pick it up. There are huge delays from time someone rings your doorbell to when you receive notification. Have called 4 times and booked an installer to bring new working equipment and no one ever shows up or calls back. Phone wait times are brutal and they tend to transfer you 2 or 3 times without resolution. I will never deal with them again. DO NOT HIRE THIS COMPANY.

I was duped into renewing my cobras with the promise of this great ring camera that halfway works. The only way to get a technician to fix it is to pay 140.00 because Brinks claims the equipment is yours once they install and offer poor support. Definitely killing this service once the contract is expired.

I had to switch because AT&T stopped providing security service and they transferred all of their customers to BRINKS. What a joke that company is! My camera stops recording in the middle of the month because I get to the limit that Brinks gives me. Their answer is: "You have to wait till the 1st of the month so your camera can start recording again!" What a joke! So I have a security system that does not delete old videos to replace them with new ones, BUT JUST STOPS RECORDING! Some security. I can not wait for this contract to be over.

I called about my bill and the rep was nasty but I had 3 months free so I explained that they call 20 times a day why wasn't I informed. She hung up in my face. This company needs to be close. Horrible. Horrible. Horrible. If I could no stars I would.

This security service is absolutely the worst company. They overcharge once you're in contract. When your contract ends they give you the run around so that they can continue to bill you. I would never recommend no one to get this service from them. This is the big mistake that I've done. Do not get their service!!!

I transferred over from Digital Life. 1st they only sent half of equipment. 2nd after equipment finally arrived. Worked for less than 1 week. Had to call tech support several times. They finally sent tech out. Replaced 3 faulty sensors. Worked for less than 1 week. Called tech again. They said programming issue. Worked for couple days. Called back, they tried a reset. Worked a couple days. Called tech again. On phone for 55 minutes when they "accidentally" hung up. Called back and tried to cancel. Won't let me w/o paying off contract. Talked to tech then, they tried something else. Worked a few days. Called back and currently on hold for 33 minutes as of now. Do not use Brinks, equipment is cheap and customer service is worse than any other company I have ever dealt with. I've only had a complete working alarm system for total of maybe 2 weeks out of 4 months. I will cancel on anniversary of my contract date for sure.

AT&T Digital life home security switched all their customers to Brinks. From the very beginning they were terrible. Took 5 month to get installed. The technician didn’t take the all system out and didn’t deactivate the wires or the system. We had beeping for 3 days till we figured out how to uninstall the old wiring and system. We didn’t receive invoices, called every month to get them to mail invoices so we can pay it. Never received not even 1 invoice. We didn’t use the system. Sent an email. Ask to stop service and send us what we owe. Now they want 4 times what we owe and turned our account to collection. I have proof of chats I had Sling for a bill. I will dispute this all the way to court if I had to. I will also sue them if they report it to my credit. Terrible business run by a bunch of crooks. This is not over. Beware of this business. Go to BBB and see the thousand of complaints.

A sales representative claimed that they were going to call ADT home and upgrading the systems. She claimed that her company was responsible for all the 5G updates from ADT. Once she asked me to cancel my ADT account we realized we would have to move companies. When I mentioned that we would no longer be with ADT she said correct, but that the upgrades were being ran by them. Because I was under the impression they were linked to ADT, I signed a contract for five years.

Beware of Brinks Home Security, MAG Security, Beyond security. The service is awful and have a lot of equipment issues. They said it was lifetime warranty and after 6 months they stopped acknowledging any complaints or issues. They went so far as to harass me and called me 3-4 a day and would hang up. I emailed and asked them why and they couldn't answer me. When I addressed this issue by email to MAG security manager, he assured me a Brinks manager would call me. No manager called and the call centre kept calling and hanging up so I had to block the number. How can I use such a security company when I have to block the number of the company that provides the security. I'm exploring legal action. They went into my personal info and started deleting my personal account info. I can go on and on but please stay away.

Please be aware of SCAM when signing contract that says just notify before end of 3-yr contract end date. When called to cancel service on contract-ending date, received DocuSign after few days and now saying to pay pro-rated until next month from the date of DocuSign. DON'T use Brinks!!!

No service. This must be a false company. They repeatedly cancel appointments they have made with you. They will not follow through on ANYTHING, except they will send you one free sensor in the mail. That is worthless. This is the worst company I have ever dealt with.

When signing up I was told I can cancel my services anytime I want .. Next thing I knew I signed up for 3 years contract. This company is not reliable at all ... I have had so many problems with them which they almost can never fix. I'm basically stuck paying for a service I don't want, don't need and paying double on what market offers. Which is about $50 a month.

This is the worst company EVER!!! Techs don't know how to fix any problems. DO NOT GO WITH THIS COMPANY!!!! Read the reviews on BBB. They are horrible!!! Have had them for 6 months and my equipment still doesn't work properly. They could care less about my safety!

Unfortunately, Brinks Home Security is another company that over charges you and steal your money. Sign up with them if you don't mind to be scammed and if you have extra money to toss around. Brinks Security is a true example of unfair business practice.

I've been waiting for my final service cancellation confirmation from Brinks. I'm canceling because their customer service is atrocious (a lot of runarounds; being hung up on, and given misinformation. And now for lying). In the meantime, I received a phone call from one of Brinks' "Senior Account Managers". He said, "I see that you have been a long-time customer with us" and that he would hate to see me go and he could lower my rate to $**.**/month (not including taxes and fees). So I told him that was great but I was not getting into another contract. There was a pause and he said, "Oh there's no contract." So, I said, "If you don't mind send me something that I could read" to verify what he was offering. He responded by saying he can't send me anything binding from Brinks that says this but he could send me an email. I thought to myself - Huh? Nothing binding from Brinks????

I have called over 10 times to tell BRINKS my camera still won’t record at night, I have paid for a sign and I still have not received one. They brought out a second camera and they told me it was an upgrade, it is the same camera as the first one. It is still not recording at night! Horrible customer service and only one installer in town.

Brinks charged me $2000 for equipment installation in my new home. I brought panel with me, but was charged for that because it had to be connected. I also signed a 5 yr contract. Check other companies first…

I wish negative zero stars were an option! I had Att DigitalLife and Brinks supposedly took over their customers. I set up a conversion 3 times and they were a no show all three times, no calls to explain what happened, just didn’t show up at all! I called customer care in each day. They lied and said tech was running late and still never showed or called and they were super nonchalant and robotic only saying, "We understand your frustrations"!!! Now I’m stuck trying to find a decent company to monitor our home without breaking the bank buying new equipment! I’m so mad at Brinks but also thankful I didn’t get stuck with them for three years! Reading other reviews affirms my suspicions that they are total.

For years, I had a self-installed and self-maintained Visonic system. But I’m getting older, and thought it would be good to have a service. I was WRONG. At first they changed batteries, NOT now. They will send a technician to your house for $50, but they can’t do anything except waive their own fee for no work if you promise to extend your contract for 3 years. One technician did come out and take a battery out of an antiquated siren that I have in the garage. At first he argued with me at length about the type of battery it needed, but when he finally opened it and looked within, seeing I was right, he took it out and said he would find another and drop it back by. That was 6 months ago.

Today was my 2nd-time RESCHEDULED appointment with them. A technician was supposed to come to update our security system because cell phone companies are to stop support for 3G and 4G. The window given was 5 hours. I was waiting and waiting. Finally, I decided to call them to see how soon a tech would come. They said the tech called out to ask them to reschedule my appointment. This is exactly what happened about 3 weeks ago. They never called me to reschedule as soon as the tech called in, which is ridiculous for the business to do. How unprofessional they are! The reason is beyond my understanding. At the last minute, a tech called in sick?! Especially when they stated that this appointment was CRITICAL and URGENT to avoid the interruption of the connection. They are history in this competitive industry. I will switch my alarm company asap.

I fell for the ad to replace AT&T Home Security (now out of business for home security) with Brinks. I scheduled an installation on Sep 22. The guy came out and tore out all of my ATT equipment, then proceeded to install the Brinks equipment. Well, he got to the main security pad and it didn't work, plus he said the water sensors won't be in for at least three weeks. WE didn't have time to finish, so he just left, and gave me the number for "customer service."

I have been without monitoring for a year. One technician who came broke my box and the hardware part. I have called weekly and been put on hold for 3 hours. Brinks sent a man who was not licensed in my state and he did not correct the problem. I have had appointments made and no one from Brinks has come. They schedule months and weeks in advance and do not show up for appointments. They show no regard for their paying clients! Brinks associates have hung up on me when I asked to speak to a supervisor, They have no accountability for their actions and lack of service! Sandra in Louisiana

Brinks has been awful from day 1. The install was a hack job. Left holes in the wall. Cameras are sub par. Only records short clips. You only get so many clips then it stops recording. Customer service sucks.

This company signed me into a "contract" that I never got to see or sign. I signed up for Brinks through the Google Nest App to have monitoring on our DIY security system. I was mainly interested in the Cellular Backup function that Brinks provided bundled with our Nest Aware Subscription. I've tried many times to cancel this service explaining how it happened, expressing my confusion and frustration with their retention agents. There is apparently nothing I can do short of paying out hundreds of dollars to break the "contract". This is probably the scummiest experience I have had with any company. Predatory, rude and unhelpful. On top of that my bill increases in price every 6 months, and the "contract" I never signed states I'm in it for 24 months. Take my story to heart. I really would stay away from Brinks Home Security.

I have the unfortunate opportunity to deal with what in my opinion is the worst security provider in Canada, Beeyond Group. I thought because of the Brinks Home Security brand name this was good choice, I couldn’t have been more wrong. After I signed a 3-year contract, installation team missed several appointments with no notice to me when I had taken time off work to be present for the installation. Installer finally arrives and I don't think they have ever installed a Brinks Home Security system. He couldn't connect the cameras, had to borrow my tools, and left without completing installation. He said he couldn't come back the next day to complete the installation because he had other installations. Days later cameras installed but aren't positioned correctly to cover my whole property. I was relying on someone I thought was a professional. Now I'm moving to a new home.

I at installation my order was not complete. Tech claim he will return with new sensors, 6mts later another tech show up and tell be the same thing. Brinks wants me to pay $800 to cancel contract. My service still don’t work properly.

This company is so desperate for business it will do and say anything to keep you. You cannot cancel. They use bait and switch tactics. They have one person tell you you can cancel within thirty days. No questions asked. But when I called back in two weeks, they started transferring me from one agent to another. Then they always have to check with the higher office. Then I was told that they were sorry their agent told me thirty days. But it was really three days. And there was nothing they could do. There is something really wrong with a company that has to rely on these tactics!

Brinks caps video clips at 3000 video clips per month no matter if you have one, two or three cameras. My cameras were shut off for the month and during that time my A/C condenser was tampered with (Vandalized). The cameras I that pay for each month were off because my 3000 video clips had been reached. So no video!

Brinks has no problem lying to you. Read their Google reviews for more experiences that unfortunately sound a lot like mine. I was promised that Brinks would take over our hardwired security system for $50, inclusive of any hardware required. However, I was charged almost $350 for new hardware. Over the course of 6 weeks, 2 different agents promised a $300 refund, but my account was never updated. The last agent I spoke to said things hadn't been explained correctly to me, but I would still be responsible for the charges. I'm sorry, but a failure to explain things correctly should be YOUR problem, Brinks, not mine.

Have problems with company. They will not send an return label after four weeks of trying to get them to. They don't want you to return anything just charge you for it. Bad customer service! They are nice on the phone, tell you it will be ok, that's a lie.

EVERY time I have an appointment they cancel and don't even bother to call, I sit around all day and no one shows. I have had at least 10 appointments canceled even rescheduled of reschedules. I love the equipment and app but will never recommend Brinks to anyone. They do not have enough service people to cover the appointments and you sit around all day and they never call you. Very frustrating.

I made the mistake of switching to Brinks because AT&T Digital Life was in the process of discontinuing their service. HUGE MISTAKE!!! Brinks was SUPPOSED to be a seamless transfer with better video cameras at the same cost. NOT!!! The video cameras routinely lose remote connectivity. The troubleshooting instructions requires me to power cycle the problematic camera - problem is, I have to go up in my attic to do so. As I type this review here in Fort Worth the outside temp is 108 degrees, in the attic it's near 160 degrees - not very healthy activity to be done by a 57 year old man with hypertension. I've lost track on the number of times I've called Brinks in an attempt to resolve this matter. Each time it turns out to be an hour long ordeal in which I am put on hold and/or transferred back and forth to different departments.

My security panel is unable to communicate with the company. For three months this company has scheduled to come change the panel and on those occasions, no technician has showed up and they keep charging me for my monthly bill. This is a life and death issue because should something happen now I can't send any communication to Brinks thru the faulty panel. Called them a few times and all they do is try to reschedule again...taking my business to a better company.

I contacted your office for assistance for my camera, and sensors that needed to be replaced due to purchasing two doors. Dorneisha was my representative. She was friendly, polite, patient, professional and knowledgeable. Thank you for having an employee such as Dorneisha. It was a delight and a friendly experience. She ordered the sensors I needed and put my camera back online. She’s the best.

Replacement of Digital Life equipment per contract. Installer didn’t have all of the cameras. Said he ordered them and I will be contacted when they come in. Six months later and still waiting!! So much for living up to the agreement to come over after Digital Life stopped supporting the equipment. Told cost would be the same but didn’t mention a service fee. Plus communication with the cameras I have is lost often.

First of all I NEVER SIGNED UP FOR BRINKS!! NOW TRYING TO CANCEL WHEN I CALL-- THEY HANG UP AS SOON AS THEY REALIZE WHY I'M CALLING..I begged the last girl to "Please do not hang up on me...Please do not hang up!" Dfw Security sold my security service to Brinks at some point during my contract with them at 3x times the original rate. The original contract ran out years ago and I have been on month to month as far as I know but today...Brinks is telling me I have renewed my contract in February of 2022 until Feb 2023 which never happened because I had a contract on my home in December of 2021 to move out on March the 8th OF 2022.. NO WAY I WOULD RENEW MY SECURITY SERVICE!

I came home from vacation to find my Brinks Home Alarm system not working, that was on 11 July. I have had left on the 2nd, so there is no way of knowing how long it was out before my return. I promptly called brinks and was told that a Technician would contact me within 48 hrs. When I did not receive a call with 72 hrs I again called, spoke with a Customer Rep (barely comprehensible in English), and was told, "We are sorry, but a Technician will call in 48 hrs to set up an appointment to change your Main panel, and give you a credit. I will call you back in a few hours to make sure credit went through". Again, no return call. Today is the 19th, I again called, explained the situation, and was placed on hold. After 10 minutes on hold I was disconnected. This company, once a great American company stinks. Hate to say it but it does.

I've been with Monitronics since 2006. After Brinks acquired the company, things went downhill in terms of customer service. I agreed to renew for a 3-year contract on the phone in December of 2019. Big mistake. The oral contract was a 3-year commitment for the flat price of $39.99 per month. This in itself is already a bad deal, but things would get much worse. Before I agreed to this 3-year contract, my cost recovery fee was $0.97 per month, but over the next 26 months since agreeing to the contract, my cost recovery fee rose to $6.40 per month. That's an increase of 6.6 times in just over 2 years. In June of 2022, I called and asked them to refund me the money I had paid for their "cost recovery fee" on the grounds that I had negotiated a flat monthly rate and NO additional costs were discussed at all during the contract negotiation. Any reasonable person would interpret "flat rate" literally.

HORRIBLE CUSTOMER SERVICE! I recently switched over to Brinks because AT&T Digital Life is discontinuing service. WHAT A MISTAKE! I have had several problems and find it nearly impossible to get someone to assist me either on the phone or via text. They tout their "text support" feature, however when you do, you are informed that you will be placed in a queue for upwards of 50 minutes or longer and then they do not respond for over 14 HOURS! Do not get screwed over like I did! Go with someone else to monitor your home system.

I had Brinks in 2019-2020 for Nest home monitoring, I moved out of my house in 2020 to return to the barracks (army) because I was getting out of the army, I sent in my orders and requested a cancellation due to military orders (no penalties or contract payoff if due to military) and was told that it was cancelled. I was never contacted by Brinks in any form saying there was anything due or for late payments, we're now in July of 2022 I get notification of a charge off and a collection on my credit report for the amount of 399 dollars. I contacted the collection agency to get the info and requested debt validation, I attempted to contact brinks to find out why it wasn't cancelled and how the bill got to 400 dollars and the very rude customer support agent would not let me talk to a supervisor and just kept attempting to give me the collection agencies phone number stating there's nothing they can do because it's with an outside agency.

Several years ago I used Brinks Security monitoring services. I called to let them know I was going on vacation. They said ok but they will not notify the the police in case of a breach. I ask why not and they said they had a note from Washington county police that they reported my alarm permit was expired and would not send an officer to my house. I called Washington police and they told me they do not contact monitoring services and that my permit was in good standing. I called Brinks back with this information and ask how long this do not call note was on my account. They told me 6 months. I told them they owed me for 6 months services or cancel my account. They canceled.

Was with ProtectAmerica for 10 yrs, then Brinks took it over. They would not honor contract for replacing faulty equipment. My system died, leaving me unprotected, and Brinks was no help at all. I spent 3 weeks with no security and spent many hours on hold for many days trying to cancel service so that I could get new system from one of their competitors. PATHETIC! Now they are trying to extort another month of fees after collecting for 3 weeks of no service. I will NEVER deal with them again. ZERO STARS!

I was a customer of Protect America who was awesome until Brinks took over. I have been out of contract for several months and chose to cancel my service which is now month to month for reasons concerning pricing (one of the highest out there), equipment (changing a battery requires an hour long tech call) and recently the random malfunction of a glass break sensor going off at 12:30 a.m. one night (police called) and 4:30 two nights later police not called we knew it was a malfunction. Instead of trying to fix the sensor we are fixing the company by requesting a cancellation of our service.

A sales rep asked us to switch us from ADT to Brinks. He stated we would receive the exact same equipment and service at a lower monthly price. We are still missing 2 specific pieces of our previous security system. We were scheduled to have one of the items installed on a Saturday between 10am and 11am. Nobody showed up and nobody called. I called their 'equipment' installer and they said there was a problem with the schedule. They called me back to tell me the tech would be here between 3pm and 5pm. They then called me back at 1pm to tell me that the techs in Texas are not licensed to install this piece of equipment and it would take months to get it.

You all have not sent me proof why I am paying on my Alarm service when I have cancel my service. I have tried several time to communicate with your company. I do wish to report this to social media. I just need to know why I owe this.

My account with Brinks was assumed from ATT Digital Life when that service folded. My coverage remained the same, the hardware was changed out for Brinks equipment, and I had to sign a 3 year contract for the transition. The problems began almost immediately with interrupted service and equipment malfunctions. I was charged for each service visit to correct their equipment.

Avoid this company at all costs. We signed a 3-year-contract that stated we would pay $20/month for home security monitoring. We signed up for autopay to make billing easier, and after a few months noticed that the company started added hidden fees to our bill. They first started at $.97 and are now up to $6.40 each month!! Because of this, we requested to stop autopay so we would have time to review the bills (and call them each month to complain about these hidden fees). However, rather than simply stopping autopay they enrolled us in paper billing and charged us a $5 fee for that-- without mentioning to us that this is what they were doing! When I called this month about the hidden fees and this surprise paper billing fee (again, which we did not request), the customer service rep, Carlos, was incredibly rude and told me they would not refund the fee.

Keeps increasing prices without warning and against my contract. Will be canceling. Bill goes up every month after I was told the price would never increase. I'd look elsewhere for a company that lives by its word.

So my house was broken into last night!!! Here’s my dilemma with this horrible company! Started contract January 2021- Paused my contract in February 2022 and Moved into new home in March. I’ve had 2 canceled installs, once came stood 10 minutes and said all my less than one year old equipment is bad. Called Brinks they told me they had to extend my contract to get new equipment. At this point I said fine because they wouldn't budge on my canceling. Still no install date. Being told to call an outside vendor for install and they are saying they can’t help as their expiration date for my account is past the date they can install. I’ve called Brinks back and Have been getting the runaround for still for weeks. I can’t get a manager on the line either because they want to know my reasoning and quite simply what I have explained to almost every rep and notes in my account should be enough! We are in June and this started in March!!!

I recently signed up for Brinks home security and have had the worst customer experience. After paying for over $2000 of equipment, and being charged for months of service - no one has come to install the equipment. I have reached out to Brinks about this, left voicemails, sent text messages and no one will respond. I finally gave up, and tried to cancel the service. Now I find that it is impossible to cancel my service. I have waited to speak with their loyalty department twice now for over 3 hours on hold. Both times being disconnected. It's been 2 days of waiting on the phone to speak with someone, and no one answers.

I start using the service in May but before I agree to use the service the representative told me and my husband that we can cancel it before 90 days at no cost. But that was a lie. I called Brinks to report any issues I’m having with the panel. Lo and behold these people transferred me to more 5 people. Everybody I talked to said they can’t help me. Long story short, I talk to a guy to cancel my services, he told me I cannot cancel because I sign agreement for 60 month which I never did. But I was told if I cancel before 90 days it’s free and I only only sign up for 40 days they told me I can’t cancel. I regret allowing them to my house to install that nonsense to my wall. Please don’t fall a victim. Do not use. Not good. I will cancel the service. I don’t want it anymore. Don’t let them use sugarcoated mouth to fool you. They are not good. From top to bottom.

After days of trying to cancel our service Brinks finally sent the Docusign paper to sign and send back. I am sure I signed and sent it back. But cannot find a copy on my phone. Then the next month they billed us again. Today I have started the agonizing process of trying to cancel again. I have been bullied, hung up on, ignored, and spent hours on the phone on hold sent to 6 different representatives. And still no one will issue another Docusign document for me to sign. I even mentioned getting an attorney and been hung up on. The worst company I have ever dealt with.

I have had service since 2015 with Brinks. Since March I have had one sensor that the battery needed changing. Ever since then it and others have failed to work. I have spent numerous hours on the phone trying to get it fixed. I have had techs at my house for over 9 times to fix the problem and no one has. Today was the last straw for me dealing with your company. I have submitted a letter wanting to cancel my service with y’all.

Do not make the mistake of entrusting this company with your home security. They are completely incompetent. I moved to a new address over a year ago and despite multiple calls, they were unable to update my home address correctly. Had there been an emergency they would have sent the police or fire department to the wrong house. I know this to be true because they sent a tech out to my old address when work needed to be done. Furthermore, this company is a scam. I received an invoice for $52 for service I did not receive after canceling with Brinks. A Brinks representative told me they would waive that charge and zero it out. A few weeks later I received the same invoice with a late fee added on and a threat they would contact the credit agencies if I did not pay. This is how they treat a customer who has been with them for 6 years. Imagine how they will treat you and your family. Avoid them at all costs.

It was hard to get someone to talk to and when I did get thru, the person on the other line was barely audible. It's unclear whether their phone was faulty or just not close enough to the phone. It's irritating that the door switches could not be ordered online. Then when I finally got to order the switches, they were $29 which you know is a total ripoff. I'm already displeased with my conversion from AT&T to Brinks. You can't build loyalty but ripping off any customer. Don't you think I be telling my friends what you did just because I had no alternative?

I installed their system in 2019 and starting a nightmare since then. Firstly they installed the equipment wrongly and when it warns garage door open actually it is back door. After called them many times they sent somebody to fix it. Then the battery of back door started alarming no power even if I just replaced the battery three days. It keep warning even in the nights. I had to go downstairs to close it in the nights. I had to replace batteries constantly which cost extra $50 every month. Then I moved to another home and they said the contract is not end they will move the equipment to my new home. We set up an appointment but they never showed up. I waited at home for whole day and nobody even called me to explain. I had to install another brand and called them to cancel it.

I never write reviews, but this company is fraudulent and please be aware before signing up! They made signing up with their "professional monitoring" service very easy, but have made it impossible to cancel. I tried calling their customer service multiple times and have been on hold for a combined 6 hours. Each employee, including a manager, who I spoke with had no idea how to cancel my subscription. I sent an email to their customer service department and they sent me instructions to send a written letter by mail requesting my cancellation, but did not provide an address to send this letter. I have followed up more than twice through email to find out an address and after 2 weeks I have still not received a response. I have had to resort to contacting my credit card company to put a merchant block on Brinks. Be careful before signing up with Brinks as they are truly the worst company I have ever worked with in my life.

We had a security system in place for several years and it was bought out by Brinks. When we moved, we had the system transferred. We tried to cancel but were told we had signed a 4 year contract verbally. I asked them to provide a transcript of the contract which they never did. I waited for 4 years to cancel and after being on hold for 2 HOURS, someone came on the line and after I told them I wanted to cancel, was transferred to another department, where again I sat on hold. Finally after another hour and after I strongly declined keeping the service, despite the many discounts they would provide, I was provided a cancellation form via DocuSign. The very next month, they charged our account again and I disputed it. We then started getting bills in the mail with accruing late fees. We have provided the signed cancellation form and are still receiving bills.

If you are looking to get a home security system, I would stay away from Brinks! They will sell you the world and state that all of their equipment will work with all other systems! When it doesn't work, they will delay and troubleshoot to attempt to resolve, but in the end - they are delaying, buying time because they state you can't return the equipment after 60 days and then you're stuck paying the bill or receive a negative credit rating due to a charge off and delayed payments. I, for one, will never have a Brinks Home Security System in my home!

Following the publishing of this review, I received a call from an Executive Success team member with Brinks. Here is how final resolution came out: Brinks did not opt to replace my defective hardware without a contract renewal and I was not interested in being locked in with Brinks for another X years. They offered to waive the full amount of my 'early termination' fee (which began at about $270, and was subsequently lowered to about $130). In effect, it was a simple no-cost walk-away, which I opted for.

I started out with Monitronics which was then bought out by Brinks home security. The service was ok, didn't offer cameras or doorbell cam. I also had a time my front door sensor said door was open, they called me and asked if I wanted them to send someone out. I was at work and nobody was home so I said yes, I then left work and drove home 25 miles and came home to the door slightly open because my wife didn't close the door all the way. I then checked the house and all was good. I called Brinks and told them I was home and all was ok and canceled the request. 45 minutes later a security guard shows up and I said I had called 45 minutes ago and canceled and they left. I still got charged $100.00 for them coming out! I paid the fee and was upset about it and the fact they didn't get there until 45 minutes after I drove across town and got there.

I had Brinks for over 4 years. I had many issues with false alarms and Brinks sent out the police, BUT was charged for the false alarm calls. Note they failed to contact me so I was out money. This was only twice, but money out of my pocket. I had issues with the sensors, and never got the doorbell to work correctly. They gave me a beta, and then never started using the product so there was not support. So back to it.... I was selling my house and could not transfer the service. They insisted I pay off my contract (Other companies let you cancel if you can't take the service), so was quite displeased with this. So they got my 800 dollars to complete the contract, and can't get the services eliminated and my releationship with them Cancelled. They continue to keep the services on with the new owner using my service. With that said if there is an alarm...WHAMMY, who is the false alarm charge coming to.. ME.

Want to have service for your abrí la alarm? Good luck. Six plus appointments later, over six months no luck. We pay for our alarm service, but have problems with the system. Total disappointment and unprofessional. I would find another provider. The team on the phone is great, the follow through is disappointing and horrible!

We initially purchased a security system and monitoring from Protect America, which seemed ok. They were then bought out by Brinks. Brinks has among the worst customer service I have ever experienced. I had to call twice to get the monitoring service cancelled and was on hold for over an hour the first time around and an hour and 40 minutes the second. I had to call the second time because the first "customer service" rep failed to do her job. After cancelling we got a bill in the mail for a month of service that was never provided. We called to find out what was going on just to be on hold for another hour to be told that they require a thirty day notice of cancellation. We had their service in our house for 5 years and were treated like absolute waste. Do not use Brinks home security, they are the worst.

It is IMPOSSIBLE to contact a representative to cancel your service! I held almost 40 minutes on 2 different calls! I canceled 2 months ago. They are still charging my account. Can NOT get a response on the phone and I can’t access my portal anymore. I would NEVER use this company! Use SOMEONE else!! BEWARE!

The was the second time in a row. The first time, I received a call saying he was not able to make it. I was rescheduled to 5/2. You did not show up and no messages and no calls.

Customer service is terrible. The outdoor cameras don't work properly, one is not working at all. Brinks makes an appointment for a tech to show up to fix the non-functioning camera - no one calls, or comes out. Called to ask why - I am left on hold for 30 minutes, then they set another appointment, but still no one shows up or calls. I try to contact someone through the customer service web page, but it won't recognize my email or password. So, I call customer service - on hold for 15 minutes, finally, someone comes on and says that the customer service web page is down. That was enough - I asked to cancel my contract.

The installer was excellent and did a fabulous job! The problem was this visit was scheduled multiple times because no equipment and then the wrong equipment was shipped to the house. This was a very frustrating experience! I will not be referring friends to Brinks based upon this experience, but the installer was fabulous!

I have attempted first during the month of February 2022, to have this incompetent firm to come out and service their faulty equipment. It took numerous hours and days to finally get an agent on the phone. Once I was able to speak with this person. I was informed that she would have to switch me over to another department where I once again had to wait not only hours, but this went on for more days. I finally reached my limit with these People, sent them via text messages of my concerns and Cancellation of their service.

I had purchased a home security system from Protect America, which was taken over by Brinks. The system does not work, I called 3 separate times and currently am on hold for 1 hour and 14 minutes. I even tried to text, was put in the queue. They will not let me cancel as they say I am locked into a contract! They charge me monthly for services I have not used in over a year. They are aware of that and have offered to do nothing to help me. Rude on the phone! Obviously customer service is not important to them as why would they put me on hold for an hour.. To check the system, they charge the customer even though Brinks has different equipment.

I had to call after two weeks of waiting for a part that had been ordered by our technician. I got the appointment scheduled with no problem. However, the next day, someone else called to schedule the appointment as well. My original appointment was for April 21, 2022 but the appointment he wanted to make me was for May 9, 2022. After a lot of discussions with him, he called me back and said ok for April 21, 2022 but instead of between 12:30-17:00 it was changed to between 8:00-12:30 which is not ideal for me. That's why I originally made the appointment for between 12:30-17:00.

The service has been excellent. I have already recommended Brinks to my friends. I did have some hiccups but the tech had them resolved immediately. This was really great and extremely efficient. I was not impressed with the initial set up of my account to the fact that it had to be corrected twice. It was most fortunate that it was able to be fixed quickly and same day of my service. I still have a few issues with my account and trust that they will be handled just as quickly and efficiently.

Very happy with our decision to go with Brinks Home Security and we added the doorbell /camera for added security. Pleased with the monitoring and how easy it is to leave and enter the house, even with my cell phone.

I was double bill for a guess a sensor basically. I’m a new customer and a new install was done where I added the fire on protection and one sensor they charge me twice. The agent say they were making an adjustment. I made a payment on their account and it was never adjusted and I will still billed and it also has taken out that other portion.

They will fraudulently charge you. I would give them -10 stars. The system never worked. So when I went to cancel the contract I was told to submit a letter. I did send a written letter to cancel the account. I never got any communication back, nor did I get any communication about the account's overdue status. Two years pass and I'm getting harassed by collections. I tried to call Brinks to review the account and they refused to talk to me. The collection company won't remove the charges because Brinks sent them an Excel file showing that they continued to charge my account after I had formally requested the cancelation. Now I'm forced to pay $600 because this company is nothing but a fraudulent company. Don't get involved.

Let me preface by saying that I typically don't write reviews and I also have a solid credit score (usually around 750). After Brinks Home Security has essentially held my credit history hostage due to their own poor customer service and contractual failures, I feel the need to warn others who might be considering this company. Despite assurances that Brinks would be able to provide tech visits to maintain and repair our system when we started our contract in spring 2021, I was told by a technician in the fall of 2021 that the best they could do was drop-ship me equipment and send links showing me how to install myself. This was after hours on hold, numerous calls where I was placed on hold for 30+ minutes, etc. I then began the process of cancelling my account, sending 30 days' written notice per instructions.

I used Brinks since 2017 using the next security system. Recently they stopped providing monitoring plans for the Nest Security system. So I decided to cancel my subscription because I am not interested in using their product. I called Brinks on 04/11 and 04/12. Both days I was able to speak to the first customer service representative. Both times, the customer service representatives transferred me to the department that handles the cancelation. I remained on waiting for 4 hrs and 30 minutes on 04/11 and for 4 hours and 10 minutes on 04/12.

We have had faulty sensors - they look and feel cheap. I get a warning daily and have replaced them. This is $55 a month and have been trying to cancel the service for two days. Yesterday was on hold for 1 hour and finally got an online chat. They informed me I needed to get back on the phone to their cancellations center who now has me on perma-hold. If you are trying to get support----good luck! I hopefully can cancel, if anyone ever gets on the phone.

I've had nothing but problems trying to get the security system installed. Now I'm having problems cancelling the service even though I never received the system. I was originally with AT&T but they stopped offering their security system service so I've had no choice but to go elsewhere.

I called Brinks Home Security late last year and informed them not to renew my contract and cancel service. I filled out their cancellation paperwork, submitted it and received confirmation. They are still billing me and will not answer phone, I was on hold 56 minutes on 4-1-2022.

My monthly monitoring cost unexpectedly increased in January. I called and was able to negotiate my rate back down if I signed a contract. The following month, the cost recovery fee went from $3.00 to $6.40, having the effect of offsetting my rate reduction. I am now locked into a contract at this rate when I was previously month to month and paying less. I called Brinks this morning to dispute the cost recovery fee and was told "all customers are paying that amount." That's honestly not a good enough explanation to me. It seems as though the fee conveniently increased at the same time my monitoring rate was lowered. I will be shopping for another provider.

I have had Brinks security for years. I recently have decided I did not need their service anymore. Simple I will just call and cancel my service right? Well I have tried 3 times now. I get through to the main operator and they say I have to talk to the “customer loyal” department to cancel. Well so far I have been on Hold for 3 hours. No answer any of the 3 times I have tried to cancel. Don’t use these guys. They have made it impossible to cancel your service! For sure, if you do make the bad mistake to deal with this terrible organization don't let them have your credit card number! I made that mistake and now the credit card company says I have to dispute the next charge instead of them stopping the company from charging my account. I HATE this company. Buyer Beware!

I had Brinks installed in 2018, since then things have changed and I no longer need the security system. Trying to cancel the service is the act of congress, as I am writing this, it is still in service after I have for the past 5 months tried to cancel the service. They say, call and someone will send you a cancellation notice, sounds good, but I have a better chance of getting on the phone with the Pope than getting someone from Brinks to pick up. Again this morning I tried calling, getting on the instant messaging, and as always....crickets. I AM OVER IT. Since a month ago I changed my banking, total pain, just for the simple fact I don't want to be charged for a service I don't need. Do not get this security system, take my word for it.

Updated on 04/03/2022: After my first review Brinks made a feeble attempt to resolve my issues with a future appointment to resolve the issues. I declined as four previous scheduled appointments were canceled by Brinks. I strongly recommend you give this service a pass. They are not reliable.

I called Brinks (12/23/2021) to cancel my service because my rate changed to more than I could afford to pay (on my Social Security Income). The agent offered me a lower rate to stay with Brinks and offered to protect that rate with a 36 month contract. I never sign a contract when I have a choice not to, but agreed with the offer and signed up for the contract rate so that my rate plus fees and taxes does not exceed $20.00 per month, and was NOT to change for the next 36 months.

Upon completion of installation I found the system to be what I expected. I have ordered yard signs and stickers and hopefully they will arrive soon and that will fulfill my order. The system seems to be working as explained.

To begin with their "simple" 30 day cancellation process is anything but. I greatest barrier is the literal hours you will wait to attempt to have anyone talk to you. You have to cannot cancel online, you cannot cancel via text (which the system tries to get you to use for everything), you can only cancel talking to someone over the phone. The longest I have waited on the phone was just over four hours before I gave up. How it is supposed to work is you talk to someone, they send you a document to sign you have to wait for a 30 day period and talk to them again to cancel. All of which if not done in timeframes they require will reset the whole process over. But they will absolutely not answer the phone in the "cancellation department" so the rest is mute anyway. I currently have a certified letter headed their way since it is impossible to contact them any other way to cancel.

The installer did a decent job and was knowledgeable. Less than a day later, however, the smoke detector alerted as to malfunctioning as did the motion detector. I called the installer. Told me sometimes the old devices don’t work with the new Brinks System and referred me to technical support who shipped them to me. The phone support thereafter was terrible: long hold times and lack of clarity how to install. I asked to have the installer return and they refused. So I’m at the point of considering canceling as the install was never fully functional.

When ATT dropped 3G my service messed up. Brinks came and corrected the issue by updating my equipment for no charge. The technician was thorough and professional explaining everything to me. Thank goodness I had it repaired when I did. Not a week later I had an incident in the middle of the night and the police were notified. The alarm scared the intruder away before they could enter the premises. Thank you Brinks!!!

Customer Service has 50 + min wait times. Feb 22, 2022, I spoke with Laura, who transferred me to an account manager after being on hold an hour to cancel my service after my contract ended to be told I need to speak with someone else. I advised no time at work. The agent said she will have to send me a form to complete which I have not received. I cannot cancel online or remove my payment information because there is pending payment.

Long waits on hold, some days 30 minutes, some days 60 minutes, one day it was four hours! And then I got nowhere with my request! I have only a couple more weeks before I need to cancel. I definitely want to cancel if they do not fix what I need done…The door sensors and new window sensors were not put on…that match your Brinks system… The ones that come with the cameras were not installed… I was left to use the old ones which constantly say low battery because they don’t match the cameras.

AT&T Brinks Home Security both suck equally. I got a letter from AT&T telling me that they are transferring all their customer to Brinks as they no longer support the system I have. OK, fine, sounded OK. They made me sign a contract, and I scheduled the appointment. So far, so good. Now the nightmare begins. I get daily e-mails from Brinks to schedule my installation, which I already did. Then I try to create an account, doesn't work.

When I initially contacted Brinks I was promised that my monthly cost would be the same that I was paying AT&T. However my first invoice included an added monthly service charge. I called customer service and was told there was nothing that could be done and that in addition to The service charge, I would also be receiving a monthly charge for paper invoices (I neither asked for nor was offered an opportunity to decline paper invoices). I asked to speak to someone else and was placed on hold for approx. 1-1/2 hours before an Account Manager answered who proceeded to tell me the same thing.

Tech was very courteous and informative and dealt with the upgrade quickly and timely. I have been very happy with my system and how Brinks security keeps everything up-to-date and he’s very quick at responding to any issues and problems. I would highly recommend.

Awesome customer service. I had a technical issue that needed assistance. The customer rep addressed my issue and was very knowledgeable. I am very thankful and appreciative that the customer rep helped me with this technical issue. Thanks a million.

Took a while to schedule the install as we switched from AT&T to Brinks. Once scheduled after about 3 months, received the control panel in the mail and was finally able to get scheduled. The technicians were very professional and pleasant. They checked all the sensors and made sure I knew how to work the system. Very happy with the service since then.

I was on hold for more than 8 hours to find you had sent the wrong equipment. On hold. That doesn't include several more hours with techs figuring it out. At the end, I was offered nothing. The very least should have been to overnight the repair, not 7-10 day delivery. The techs did the best they could, no complaints about them. However losing 8 hours to being on hold is unacceptable.

Updated on 3/20/2022: Still having issues with my alarm system. Every time I try to log into my account I have to change my password because it say it is invalid. After being on hold 20 minutes and customer service changed my password it still became invalid after one use. After chat never responds, text messages take 3 hours and phone takes 20-30 minutes, I tested my system to see if anyone would respond. They called my daughter because they don’t have my phone number listed. WHAT??? Complete incompetence. I know my last alarm system was sold to Brinks so I am not a new customer.

I have had Brinks for a month and so far everything has been a great experience. The installation was easy and have called customer service and technical support a couple of times and everyone has been great. I would recommend Brinks to friends and family.

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

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

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

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

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