Brinks Home Security Reviews

One star, never EVER go with this company. They are predatory, signing you into contracts and not holding up their end of the bargain. It's also nearly impossible to cancel the contract with them without having to pay the rest of the contract out, even if they're the ones breaching the contract. It's absolutely ridiculous that I'm stuck with this company until October 2028, but I'll grit my teeth and pay the bill and when the time comes, I'm cancelling. It's theft, it's appalling, and I hope this company gets sued into the ground. I filed a BBB complaint and I'm making sure I let everyone know do not go with this company.

If I could give 0 stars I honestly and rightfully would. I've had Brinks maybe 2 years and haven't used it in 1 year and here's why. The customer service is horrible and not very competent. After multiple false alarms due to faulty new equipment Brinks attempted to call my phone once and never reached out to my emergency contact on file. Thank God it wasn't a true life or death situation because I'd have been deceased in my home due to fire and break-in. They never disclosed that in order for responders to respond you have to pay and file something independently with your city/county.

Stay far away from this company. From their door-to-door salespeople... to their customer service... they are by far the worst company I've ever dealt with. They are full of lies and empty promises to pass the problem on to someone else. My wife and I are seriously considering just paging the contract off and going back to Xfinity. All the trash they talked about them to convince us to change is beyond criminal. The cameras from Xfinity from years ago are on par with their most recent models! Garbage all the way around... Everything... even the installers were horrible. If we do not pay our way out of the contract we will just continue to pay these con artists... Put their Garbage in a box and go with another company. To put people's safety in a bind like this is unbelievable to us.

I’ve been a customer since 2021 and was very satisfied until I had to make a service call to change out my panel. All went well but the panel stopped working that same evening. The next available date would be 25 days later to have a tech come and fix the panel. I feel like the service should be prorated since I have will have no monitoring service for 25 days. It is not my fault the equipment is not working and still have to pay. I am a very disappointed customer at this time. Considering leaving to another company.

Updated on 09/09/2024: Truly the most exhausting, frustrating and disappointing customer service experience of my life. Several weeks ago I submitted a review with the details of my experience. Soon after, I received a reply from Brinks and began communication with them via Consumer Affairs. This communication lead to a lengthy phone call. I had thought we were making progress. However, that call was 10 days ago and I am STILL WAITING FOR AN EMAIL confirming our conversation. Brinks called me while I was driving and could not even make notes....multiple times they have promised to send me the terms of our agreement in writing via email. I have yet to receive a thing.

Run to a different company. I've had my system for 2 years and because I've called several times and didn't get a resolution to my problem, I'm writing this review. My alarm has gone off so much and no one called to get the password or check to see what's going on. The system is not being monitored! I finally put in a call to them and was given a reduced rate with a longer contract and a appointment for someone to come out to check my system. Every day after my call the alarm went off in my front room and now I'm getting calls (daily). The day before the scheduled visit, I got a cancellation call. I had to sit on the phone for over two (2) hours to try to reschedule. Please please please do not shop with this company.

For past few years, since Brinks presented themselves as an ADT affiliate offering me a free upgrade, I've had problems with their system. So beyond them lying about the ADT affiliation and getting me to sign on with them, I've had false alarms, poor quality installers/techs that improperly placed sensor devices on my doors/windows, door camera failure repetitively, their phone APP that does synch with the thermostat on the wall (one says heat and the other a/c), in addition, the APP says "disarmed", yet the system is in fact "armed." Many issues like this over past 3 years.

I have been a Brinks customer for 3 months and both my camera goes out, called customer service and they schedule me 1week out for virtual tech. Tech called me and concluded that the camera was defective, they will send me new ones and I have to install it myself (Very unprofessional). When was installing new camera I noticed that the spliced power wire to the cameras were exposed and touching each other which caused the cameras to short out. On top of everything they charged me shipping cost to replace defective cameras under warranty.

In Jan 2023, I called to get a quote for my new home that I purchased in Dec of 2022 (a month prior). My old home I rented out to someone who signed a 1 year lease only. When I called, Brinks in Jan I specifically asked about another 6 months sign up for the old house and asking for a quote for 4 years for the new house. Given that we had just moved and had a new baby, we didn’t plan to move for 4 years and I had Monitronics who Brinks bought, at the old house since 2014 and my contract had been up for years and I had been doing a price lock 6 months at a time, I have an email directly from Brinks with quotes for both scenarios addressed above. Now they are saying I signed up for a 4 year lock on the house I am renting. It literally makes no sense to do a 4 year contract on a house I am renting out to a tenant that was only signed on for a year???

We purchased Brinks for our church only a few months ago. When I was a boy, we had a dog that was so lazy and chilled, he couldn’t even be bothered to bark. It was so bad, we renamed him “Have a Nice Day,” We surmised that if a burglar came to our house, he would not bark but instead say: ”Have a nice day.” Our church has been broken into three times since we have had Brinks. The so-called cameras, when they work, do not alert you that someone has approached but merely bids them to “have a nice day” as the burglar takes his time destroying windows to gain entry. Once inside, the alarm went off, but nothing for the almost 30 minutes it took for the thief to gain entry or steal our lawn mower and music equipment. We ordered 3 outdoor cameras and 1 indoor camera. Only 2 outdoor cameras continue to work, however all of them have been inoperable for stretches of time.

If I could give zero stars I would! Cancellations policy is a scam! Cameras don’t keep footage! Always surprised with new charges! Wish I never opened the door for that scammer of a salesperson. Nothing good to say about this company, best scammers out there!

I have been a Brinks customer since 2022, satisfied with the service. IN April of 2024 I put my house on the market to be sold and inquired about moving the Service. Was told that I would have to purchase a new system at a discounted rate. I purchased my new house in May of 2024 and took over the previous owner's system since it was already in place. When I called to cancel my service I was informed that they would send me paperwork to cancel. Today I received the paperwork that stated I could cancel my contract once I paid off the remaining months on my contract. I called and stated that $2,199.00 was a lot to pay to cancel the contract, since I no longer own the house or the security system. Was informed that the policy clearly states that and there is no room for negotiating. I will definitely not be recommending Brinks security system to anyone in the future.

Brinks Security is the worst company to deal with. They were recently taken over by a company called Monitronics. Service is no existent. Rude phone attendants from India. They have no regard for customer satisfaction or retention. Go elsewhere. AT&T just started a new security company.

I am an 81year old Lady. I fell in my home on May 25, 2024 and broke my hip. I pressed my health button to alarm the security system for help. Brink did not answer me from the 2way panel to assure me that help was on the way. Unfortunately, I had to crawl from one room to the next to get the telephone and call police for help. As a result, I called to cancel this service because at the time I needed help the most I did not get it. Brinks informed me that I could not cancel because a contract was in existence for 34 months from February 2021. Now it has expired for 5 months and they still will not honor cancellation of this service. My family and I have spoken with many rude customer service representatives and none of them were able to meet our request.

Brinks is an awful company to work with. We used Brink services but their cost just kept increasing every year. Our equipment was antiquated and they did not attempt to improve our equipment until we requested a cancellation. We tried to cancel our service in the spring, mid May, but never received an email to sign the cancellation form. Of course, we received another bill the next month and tried to cancel again. The second time we received the document to sign via email but continued to receive bills. I worked with the resolution team in early July and made a final payment but again received another bill in late July. I made a third phone call and was given a supervisor who has quite unprofessional and had an attitude.

I bought a QolSys panel 4, Verizon LTE alarm system from another company to upgrade my current Simon XT Verizon LTE alarm system and installed it myself. When I called Brinks Home Security to connect it to their system, they refused to do so because I had not bought the equipment from them. So I either have to buy a new system from them and throw out what I’ve already installed or reinstall the old equipment and continue as before! Unfortunately, I also have 29 months left on my contract with Brinks Home Security at a cost of $2175 @ $75/month or $1673 for the buyout. Don’t do business with Brinks Home Security unless just want to become their PERMANENT CUSTOMER!

Awful awful awful. Please RUN away from this company. Don't listen to their salespeople who will knock on your door and pressure you to signing a 3 year contract you can not escape from. The company will harass you 10 times a day if you are even one day late on payment. Terrible terrible TERRIBLE service and equipment that I stopped using because of how awful it all is, but I still have to keep paying the monthly fee. They charge you so much money monthly yet every time you have problem with the equipment, they will charge you triple the monthly payment to send someone down to help you. Again, RUN from this company. I will NEVER make this mistake again.

Be very careful when extending your contract. I spoke to a manager who said I was obligated to my verbal contract and there is no grace period to cancel. She attempted to sell me the $7.99/month extended warranty because the camera was not picking up deliveries or motion. We are a small business owner working from home and had about $1000 in product stolen right in front of the camera and it did not record the event. They tried to blame me on my setting but all the rules on the app were up to date and with the highest motion setting. Needless to say I did a little more research and contacted the Brinks Cancelation Center who confirmed the 30 day grace period for cancellations. Canceled my extension and will finish out my contract and move on from them.

A couple of years ago we had this security company install some motion detectors, and door alarms in our small home. We went to upgrade to get some cameras and also address some technical problems we were having with our system a couple days ago but apparently the distributor or whatever you call it has closed up his shop 45 miles from us and now there is nobody near us. NO ONE can help us with this product that you Brinks installed in our home.

I have been a member of Monitronics since late 2011 (or early 2012). They have since been acquired and rebranded by Brinks home security. I was originally in a 3 year written contract when I signed up, have fulfilled that contract and have negotiated my rates down from time to time in the years since then. However, I no longer use the system, and wish to cancel my service. I called to cancel my service on 7/9/2024, and was informed that I have 49 months left on a 60 month contract. I do not have a contract, have not had one since my initial 3 years. They said I entered into the contract 11 months ago when I last negotiated my rates down. I was looking to cancel 11 months ago, but was willing to stay for the time being if they brought the bill down from $40.39 to $27.00/month. This was all negotiated verbally. However, my bill was only reduced from $40.39 to $34.39/month, not as promised at that time.

I have had a monitoring service for 11 years and about 2 years ago Brinks bought the company that provided our service. Before then I had no issues and since then I have spent hours on the phone with Brinks customer service trying to troubleshoot billing issues. Their system doesn't bill my card on file and they charge me a late fee. When I call they are able to bill the card that is on file after hours of my life dealing with their customer service. Customer service is worse than dealing with an airline. They constantly try and upsell me and somehow I am now in a 2-year contract which they won't let me out of. I suspect they work on commission even in customer service. I really don't want to deal with this company anymore but I now have to for another 2 years. Over 5400 reviews here with average 1.8 stars! Says something. Would not use this company.

Don't sign a contract with this company! It's a terrible company to work with. My cameras don't work with the system and that wasn't really explained. I don't want their product and I have to keep paying for it regardless of whether or not I live here. If we move, we have to sell it to the next homeowner, if they want it.

I've had Brinks for 5 years and their customer service is mediocre at best. This company that has a reputable name is in name only. By year (2) I started having false alarms, that got resolved and by year (3.5) I had one false alarm that was so bad, I was screaming in public the codes to the alarm through the phone to my nearly deaf mom, since she was the one who was home. When I got home from my walk, I was stuck with the continuing false alarm, talking to a tech support rep and my mom was talking to the fire department that a different department in Brinks had dispatched. I requested a technician to look at my faulty unit, flash forward, that tech shows up and replaces the faulty smoke detector with a another faulty unit. The "new" smoke detector only flashes amber and red light and the unit upstairs starts doing the same.

The deal sounded great, sign a 3 year contract and get free system installation. They sent a tech out here to put install the system I already have. He didn't connect the smoke alarm and he didn't connect 2 of the doors. He just told me to override them and put a security bar up against the door knob. The system is completely dead, doesn't work at all. But I have been paying $50 a month for 2 years with no security and no smoke alarm. Not even a beep if a door opens. They won't send anyone to look at it and won't let me out of my contract. $1,200 so far for no security and one more year to go. They say they have no notes regarding all of my calls to them. Of course not. I was excited to have Brinks but it has no value whatsoever. It is just a huge expense.

I would never recommend Brinks to anyone! I wanted cameras, they are junk and of course by the time they were installed and all working for a week or so it was too late to cancel the contract!!! Took weeks for them to be installed and working shortly thereafter one camera stopped. Now the doorbell does not work!!! Of course this equipment cost over $1000 and they are not insured!!!! Sooo here I am now paying over $1000 for 1 working camera and the cameras are what I wanted mainly for my security!!! I'm bound with this company 3 yrs. Shame they can’t last 6 mos!!! Paying for junk. Oh they will send a technician out for $350!!! I'm not wrapping $1 more in this company!!! I am livid that they allow such shoddy service! And to hold people under a contract like this! They should keep their customers happy!!!

In May 2024 I ordered cameras. When the rep arrived we were told the cameras need to have holes drilled into the walls from outside to the inside. There is no way we can have holes drilled through the outer walls of the home, so we said no to the cameras. They assured us twice that we will not be charged for any of this, especially since we were not told that holes in the wall were required to have outdoor cameras with brinks. They charged us regardless. Now they (Balerie, who was rude and DISHONEST) said there is a yearly charge so they can’t take the amount off the bill. She said this is a charge that they have every year. I looked it up and told her that this was not charged last year or the year before. She said it was. But it was not.

Brinks Home Security has to be the worst business I have ever dealt with. I was with another security company through Alarm.com and that company went out of business. I was magically transferred to Brinks Home Security after this at an increased rate. We did not sign any contract, speak with anyone from Brinks, or approve any contract.

A Brinks rep approached my door offering services. I listen to his sales pitch. He pulled his iPad out to confirm my current alarm service was expiring. I offered to call to verify and he said no need since they handle everything. He provided me with an envelope to mail to cancel auto withdrawal from my account. 3 days later it turns out it was all a lie. I am still under contract with my current provider. I called to cancel but was told I had to pay $2800. This rep supposedly has been fired. No one will help me. I'm stuck paying 2 alarm services. I contacted the Attorney General as Brinks had committed tortious interference. Brinks willing interfered with my current provider. They are crooks. Not only did this liar enter my home he has my personal info.

Avoid this scam of a company AT ALL COST. Do your research. If you are looking to secure your home this is not a company, you want to relate to. Here at Consumer Affairs, you'll see 86% of their ratings are one star. That's because they are absolute and total con artists. My security system was installed by a company called Sonitrol 10 years ago. A few years later I received a notice that they sold to Brinks. The app changed but the basic services stayed the same. Because I didn't have a reason to deal with Brinks, I had no idea just how bad their customer service really was. In October of 2023 I moved from the home I owned with the Brinks system to another home I owned that already had ADT service. ADT is amazing. During the 7 month overlap while waiting for the Brinks monitored home to sell, I remained with Brinks.

Updated on 06/12/2024: This an update to a previous review. I asked Brinks SPECIFICALLY to call my cell number and of course they couldn’t even do that right and called my home phone which I SPECIFICALLY asked them not to do. Why is dealing with them so hard? Why is reading an email so difficult for them?

If I could give Brinks negative stars I would. We purchased a home two years ago that had a Brinks System, instead of setting up a Ring system which is what we had used at previous homes, I decided to use the existing system. I didn't realize that when signing up for Brinks you enter into a 36 month contract that has VERY strict contract terms.

I spoke with a different customer service agent and they helped address some of my concerns.

Installers were very nice to talk to, but as shown on pictures, this is very unprofessional, installation was not recently, just forgot to write review when I needed due to being very busy with family and life itself, but this unacceptable. Can’t wait to finish contract and cancel it, when the window casing got damage installing camera, didn’t even clean the debris on the floor.

We were told by Brinks Home Security that they were partnering with Vivint. They came in, took our paid off equipment and proceeded to charge us for the new equipment and a monthly fee. We were still paying for Vivint. This occurred for over a year and cost us 1,000. When we called Vivint, we were told this has happened several times. I reached out to Brinks customer service and was told once I cancelled the Vivint contract, they would issue a refund. We then sent them the proof that it was cancelled and we were told they were not going to issue a refund.

I have had the Brinks System for less than 3 months. I have one door that I have a problem with. The sensor is hit and miss, and it’s getting worse. I called Brinks and asked them to come out and adjust the sensor. They don’t do that. (They came out to install my system.) I was told to do it myself. Move it around, get some double sided tape or velcro to secure it differently. I think they need to fix what they installed. They are the experts, not me! I will definitely switch companies when my contract is up as I need a company that can help me when there is an equipment problem, for my safety.

DO NOT SIGN UP WITH BRINKS!!!! We moved into our house and Brinks was used by the previous owner. Out of convenience, we contacted them to continue service and my wife agreed to a 24 month contract with them. They sent her a new contract, but for 36 months and she signed it without fully reading it, assuming it was what they agreed upon. We called to cancel with them today because it's been 2 years and the product/service has been terrible from day 1, and they said we have 12 months left on our contract. The "manager" we spoke with kept putting on mute, and would hop back on the line once we said "hello, are you there?" multiple times. Long story short, we has to pay them $380 to get out early (I told my wife to not give them another dime, but she's not like that) and we will never go back to them again. This is the worst run company I've seen in a long time. They don't care about their customers at all.

I’ve had Brinks in California and they were great. I was a month to month after my contract was over. I moved to Idaho a 2 years ago and thought brinks was great in Cal so I’ll get them again in Idaho. Well how wrong I was. I called them explaining I was moving out of state and wanted to know what to do since I own the equipment. I was told either take all the equipment with me or call back when I move and they will renegotiate the contract and sell me new equipment at the going rate. Brinks is the terrible and I’ll never use them or recommend them ever again. I’m buying myself out of the contract. *I would give them a 0 if I could*

Please read in its entirety, you will be glad you did! SCAM! I have been with Brinks since 2012. I was never late for a single payment. Here's what you need to know. Your initial contract is for 3 years but the equipment is free as long as you don't break your contract. After that, the equipment is considered paid off and you can leave at any time. Here is why you should run as fast as you can from Brinks. They are a middleman. The monitoring company is alarm.com. They ARE NOT owned by Brinks. They are the same monitoring company many other companies use.

I have been a Brinks customer for over 3 years. I called to cancel and was told I had to pay a cancellation fee of over $2,400.00 because I was on a 36 month extension and I was receiving a 20% discount. Both Brinks reps I spoke to refused to work with me to come to a win-win resolution. They kept referring to the contract I was under and I have to pay or find someone else to take over my contract. I will never use Brinks again and will tell everyone else to do the same. BUYER BEWARE!

I moved my now 80 year old mother to this service a few years back and it has been the biggest disaster of our lives. Not once has the service fully worked. The "professional installation" consisted of someone coming out and looking over ADT's set up and moving it over to Brinks. The doorbell camera never worked properly, the system would not set "armed stay". We called about this several times only to be told that it would cost us money for someone to come out and fix it. Additionally, we recently moved my mom out of her house due to her age and they were not willing to release her from her contract with her move. I WOULD IMPLORE ANY AND ALL NEVER TO GET THIS SERVICE!! THEY ARE A NIGHTMARE FROM BEGINNING TO END!

I can't even explain how horrible the customer service is at this company. Hours and hours and hours on hold. Incompetent agents who are unable to help and just send you to another agent (who also does not have authority to help). Spent countless hours on hold to cancel my contract during the 30-day trial. Unbelievable.

Our representative had a professional demeanor and was very knowledgeable in helping us with the right system. He explained step by step how things would go from the start; from choosing what equipment we needed all the way to the payment process. Two perks helped us decide to choose Brinks. One, since we only use a hotspot for internet, we could still secure our home without the use of WIFI. Two, we were able to choose our bill pay date. That was important to us since money is tight. Our Installer also left a memorable impression. He explained the install process and made some important suggestions before he got started, so we had an idea of what to expect. He didn't mind reviewing how to use the system a few times and we also had hands on practice, which made us feel very, very, comfortable. We've had our system for a week and we're very pleased with it. High Five to Our Brinks Team!

Worst company. They added excessive charges to my bill in Dec 23. I called to cancel, went through 3 reps. They wanted me to log on to account to cancel. I told the reps I won't as I had been forced to reset my password multiple times and it still won't work. Brinks reps did not cancel my account despite numerous requests. In addition, they revoked my alarm activating but kept charging me for past 4 months. Now the Brinks crooks will only close my account if I pay them for 4 months I never used but told them multiple times to cancel. ​They need their business license revoked, made it impossible for me to cancel but kept billing me without even providing services. Avoid Brinks like the plague.

Currently trying to end service after having them for 6 years+. End of contract is June 2024. They say it's June 2025 and want me to pay 80 percent of the payments until June 25. Stopped my automatic payment 5 days ago after my April 24 payment was made. Just received bill in the mail with late fee for same month and tacked on $6 to send me a bill statement I had already paid. Cannot provide anything other than an automated letter that "they" state was a 24 month extension. Let the fight begin and I will tell everyone I know to stay away. Long time customer and was going to reinstall after my remodel but they drew first blood. Should not have to tell anyone to stay away, just look at the reviews,.

I’ve had Brinks now for over 4 going on 5 years. Never really had an issue until now. I called up last week to notify Brinks of an issue I was having with my alarm panel not being able to arm it. They then told me they couldn’t find my account and it looks as though for the past year I’ve been paying on it they haven’t been monitoring it??? That was strike one. They then told me they could send out a service tech but it would cost me over $200 to do so. At this point I was livid not only have you been charging my account every month for a service I haven’t been receiving but the first time I have an issue you're going to charge me?

I have been a customer for many years with Brinks Alarm. I have a problem with my outdoor cameras and before if I had a problem, Brinks would send tech and charge $50 then it went to $75. Now they tell me there are no physical techs in my area Tallahassee, FL. I have spoke with several techs over the phone, for virtual assistance, but since I can't climb a ladder, they are not able to get my camera online, this has been ongoing since January 2024. Brinks want to charge me over $1000 to cancel the contract. My contract covered all repairs or replacement of equipment. The virtual techs are of no help and customer service is almost impossible to contact. A. **

I contacted this company after 2 months of having this service to cancel my “1 year” contract (via the phone salesperson) - I was calling because of the horrible customer service I had received when calling about the equipment that was installed in my home - during the aforementioned phone conversation, I was told that my request to cancel was too late - and that my contract was not for 1 year but for 3 years.. *I requested a copy of the contract, I never received it*.. I have now been paying for a service for almost 3 years that I have not been able to use because it is inadequate… I wouldn’t suggest this company to my worst enemy… ***They do not deserve anymore than “0” stars - anything more is a joke. ***

Brinks, very shady company. My system hasn't been working since I dropped my home phone. Still kept taking my money though. I finally realized and called Brinks. They were sending me a panel upgrade for no charge. Just shipping. Never showed, I called again. Changed their story. Said I have to upgrade to new panel (350$). I declined so they want to call my contract due in full including 24 months for the upgrade they never provided. They are scammers and I'm considering turning this over to the Attorney General and my attorney. Maybe even open a class action suit for all of the people they have done this to which by the looks of is a huge group of people.

I ordered and paid for a system from Brinks in 2018, installed it myself. Had a supposed contract that went until 8-2-2021. Had then renewed until 8/2/2023. I called in July of 2023 to cancel my service since I was moving out of state. I was asked if I wanted to transfer my service to a new location, which I declined. I was told at that time I needed to cancel in writing, which I still don't understand. So after moving I kept getting monthly statements for service in a home I no longer live in. This has gone on for over 7 months. I also started receiving phone calls as well as emails about transferring my service, which I continued to decline. Then I started receiving phone calls at the rate of 3 to 5 times a day from 800-447-9239. It was so annoying I eventually blocked the calls.

My mom has had Brinks over 3 years. When she went into a home, I tried to cancel for her multiple times. I have always paid the bill and it has always come out of my bank account. Mysteriously when she tried to send me the email to cancel, all of a sudden my email was wrong every single time. 4 times to be exact. One letter was off every time. Then another charge came out again. I've talked to an Ashley and then a Sydney. I do not recommend this unprofessional and shady company. I hope someone sues them or investigates this. Customer service is hard to get a hold of also with technical issues. Horrible experience.

It's a trap! Tried to cancel service many times after relocation. We were told we could not until end of contract. So pay for relocation (requires 6 month extension) or pay for no service. Contract ended, they cancelled automatic payments and continued to charge with an expired contract! Learned about it after a hit to our credit!!

Brinks Home Security is the worst alarm company out there. When my contract finally ran out I called to terminate my system and I did so in January and I had to pay another bill for February and they told me that was my final bill. Then I get another bill for March and they said if I didn't pay it they would report me to the credit bureau and charge me late fees and interest so I hoping this was the final bill and their customer service is terrible. They are very hard to get ahold of and understand when you finally do get someone on the phone. I would not recommend them to anyone.

Brinks stated no such thing up front. Instead, they stated my fee will be X and now have added Cost Recovery Fee. They are now stating there is no way to remove this fee and I am forced to pay this.

I have to pay $75 and extend my contract for Brinks to send a tech out to replace a unit that was not functioning. It took 3 months for a tech to come. The device was replaced with an updated unit. I have not had to activate the device since its installation. Yesterday it started beeping and wouldn't stop. I called for help. While on the phone, we were disconnected several times. During this time, silent distress signals were being sent to the sheriff's office and my emergency Contact person. This went on for 4 or 5 hours!

Thank you for resolving the matter.

I am sharing my experience to inform others about the challenges I faced with Brinks Home Security, hoping it serves as a cautionary tale. I utilized Brinks' Nest alarm monitoring service without a contract for several years, and my journey took an unfortunate turn. On July 21st, 2021, I took the responsible step of contacting Brinks to settle my account, making a payment to bring it current, and explicitly canceling the service. To my dismay, despite this, Brinks failed to cancel my service, resulting in a false outstanding balance. What's worse, they reported this inaccurate balance as late to at least one credit bureau.

My experience is awful. The service is awful. The customer service is awful, the equipment is awful. I had ADT and Brinks came through my neighborhood and converted several households. All the Docusign documents and booklets left with me did not say I was signing a 60 month contract. I tried to cancel because the service was awful, the equipment was awful and they said I had 47 months left and had to pay $2000+ to buy myself out of the contract. I asked them to email me the contract I signed, it was never emailed. I called back multiple times and have been placed on hold. I am SOOO frustrated with Brinks... Don't ever sign up for a Brinks Security System. If there was an option to rate them at no stars, I would.

SCAM - Left my 90 year old grandmother without monitoring service for 6 months. They're still collecting her money and refusing to fulfill their end of the legal contract (that they also refuse to let her out of). Brinks told my 90 year old grandmother that the battery in her system needed to be replaced in September 2023 and that it is fine to do it herself. When she did as they instructed, it cut the connection from her system to the Brinks alert system. She has been trying to get Brinks to come out to reconnect it since September and has made $224 in payments during this time. 4 appointments scheduled, 4 no shows by Brinks.

Service is terrible all around. The customer service is also horrible. I had ATT (I had pretty good service) at first then they sold my account to Brinks and it went downhill from there. They are trying to charge me extra for canceling the service.

Tech support failed to tell me I need 3 AA batteries in my secondary panel when I got a low battery alert on my primary panel and instead suggested an upgrade to my panel instead of a new battery for the primary panel...Something I didn't need. The tech sent to install new panel said "oh...it's not the primary panel but the secondary panel that needs batteries". Now I have a carbon dioxide detector that does not communicate with the panel and beeping once again which started my first call to tech support. Now they want me to wait another week for a tech to come out and see about the co detector and another week of beeping.

We had our home security system with Monitronics and were very happy with them, but Brinks Home Security bought them out several years ago and service has been ATROCIOUS since. We had a few sensors that needed to be replaced as well as the battery in our glass break detector and we requested a tech to come out around the fall of 2022. I took a day off work to get the repair done (which by the way you have to pay for in addition to your membership service, unlike ADT who includes it in their service), and the 4-hour window that they said they would come closed WITHOUT THEM CONTACTING ME. I had to call them to find out what was going on and they then made a call and found out the technician was running late. Unfortunately, I had a prior commitment so I could not wait any longer for them. Eventually, I rescheduled with them a few months later. The day comes and they, once again, did not make it.

Brinks maybe a little cheaper but not worth the savings. Brinks will age you 10 years if you want to cancel your services. They make it impossible and it will take 3 to 4 months to cancel while you continue to pay for service you wished to cancel 4 months ago. Each representative you talk to tells you something different. I would not recommend Brinks to my enemies if I had some. This was the worst experience, I had to pay for. Never AGAIN.

Do not use Brinks!!! Their alarm system worked at first. But they they said I needed to change to 4G panel and everything started to go wrong. False alarms, random things disconnecting. Turned life into a nightmare. Asked if they could come replace panel because it's defective, they say NO, you are DIY. Then, tried to cancel by email, NO. Called to cancel and apparently I needed to sign a digital document that I was not told I needed to sign. Got a bill, called them said I cancelled, they said, "YES, you cancelled." Got another bill, called again, they said I was cancelled. Called again, they said I NEVER CANCELLED when I cancelled like 5 times. Horrible company ripping people off for bad equipment. WILL DO EVERYTHING POSSIBLE SO YOU CANNOT CANCEL SO THEY CAN KEEP BILLING YOU! Stay away!!! Brinks, get lost.

I recently had the displeasure of dealing with Brinks Home Security, and I must say that my experience has left me feeling frustrated and dissatisfied. While I understand that issues can arise with any security system, the way Brinks handles customer service and their cancellation policy has left me with a negative impression.

Brinks did a virtual tech repair, and in a matter of minutes everything was back working. Great response from this forum by Brinks. Couldn't be more pleased with results. Technician was extremely nice and knowledgeable. Thank you Brinks!

I cannot wait to get rid of Brinks. Customer service is awful EVERY time I use it. The equipment is cheap and doesn’t work properly. The panel is a piece of junk. Never again. I’m going to review Brinks on every site warning everyone how terrible it is in every way.

Though I have contracted with Brinks for years, & now pay $53/month for basic coverage- they are charging me $200 to come replace their faulty sensor & charging me $10 for the sensor. This is after spending 2 hours on the phone with customer support- plus I’m the one who ended telling them I thought it was a faulty sensor. The customer service rep wouldn’t give me his supervisor’s name.

We have been a customer since 2003, at that time it was ADT. They were great. Brinks bought them out and since then it has been the worst customer service ever. Contract was expiring and received a call wanting me to extend my contract. I told them the system had not worked in months and if they agreed to fix it I would extend my contract. After getting all set up they told me they would be sending me new sensors and that I would have to install them myself. I have no idea how to even start with that and then I am told they will not send anyone out to install sensors.

I originally had a AT&T digital life alarm system that went out of business, they only recommend Brinks Security for replacement so I signed up for 3yrs. What a terrible mistake. When I moved it took two months to get a appointment with a Brinks Security installer to arrive for the installation and the company still charged me for the months. Stay away from this Alarm company, they're horrible.

I called into Brinks in October 2022 to cancel my monitoring. I was connected to retention and they convinced me to stay for a better price. I agreed to stay but didn’t realize I had a contact for 60 months. I had never had a contract last such a long time as previous contracts were 12 months! The representative didn’t specify 60 months. They locked me in at 60 months to make sure I wouldn’t cancel my monitoring which is not right. In order to cancel my monitoring I have to the full 60 months. Extremely poor customer service. Plus representatives were extremely rude in retention. I will never recommend this company to anyone!

After about 5-6 months of signing a contract with Brinks and them installing their equipment in my home (smart lock, alarm, doorbell camera, & video cameras), the smart lock started malfunctioning, the doorbell camera was not working properly, and the Brinks app constantly takes a while for it to load. I called customer service to express my concern regarding the malfunction of the smart lock. It kept making clicking noises and then a loud beep with the numbers flashing red. It also stayed on the alarm pad that there was a door jam. There was no door jam and nothing differently was done to the door. Customer service could not help me and back up their products. I was told that I only had a 30 day warranty on the products and if I wanted to add more, I would have to pay extra for the warranty. I was also told that I would have to pay for someone to come out to look at the smart lock and pay for them to fix it or buy another smart lock.

Brinks is the worst security home system available, I happen to be a customer of AT&T security system, that eliminated their home security system, and this was the option provided based on the transition. Well, you continue the services, they upgrade the system and next thing you know you are in a contract. My system has not functioned fully for about six months, Brinks has been contacted and they indicated the panel needed to be replaced, so the appointments started the first one was scheduled for 11/10/23, Brinks was a no-call no-show. I rescheduled, all appointments are at least a 30 day period out, so there was one scheduled for December 2023. I had to reschedule this appointment due to personal reasons, and it was done prior to the date scheduled for December.

We recently discovered that we were being charged monthly for a Brinks Home Security system at an address we hadn't lived at for four years. We also did not have a Brinks home security system at that address. We had a security system with another company. We are not sure exactly how this happened, but it has something to do with Monitronics and ADT both being affiliated with Brinks at some point. We contacted Brinks and they said there is nothing we can do because we had a contract, and we did not call to cancel. They couldn't even stop our upcoming payment because we have to give 30 days notice. We are out thousands of dollars for a system we never had. They were rude, and unhelpful when we contacted them about this. Very disappointed. Do not recommend!

I've been with Brinks since 2019, and they seemed like an ok company until I started to have issues with my system. It started off with a sensor in my home that would go off at least 3 times a week, and each time, someone would call me to let me know and ask for my password, etc... Imagine doing this every week, and no one ever says we will send someone out to fix it.. Then my keypad in my home started showing double words and numbers, which made it difficult to enter my password due to the screen changing every second. So when I called about this, they wanted me to troubleshoot with their tech support, which I did, to no avail..Still wouldn't send out a technician to resolve issues. So when my doorbell camera somehow got off line, I troubleshooted again for 2-3 hours trying to fix this problem, but it didn't happen, so I was frustrated that I had wasted 2-3 hours on the phone with them..

Don't like being lied to about the cost of service and what I was getting at no cost. At this point I would not recommend this company!!! But it seems I'm not the only one that have had an unpleasant experience.

I called Brinks Home Security today to cancel. The first representative I spoke with was helpful with trying to cancel my account. She spoke with a supervisor and I was told that they would be able disregard one of my contract extensions. Then the call dropped. I called back and unfortunately did not get to speak with the same representative. I was told my contract is through 2026 and the only way out of it was to pay over $1300 (80% of the remaining contract). I explained that I previously spoken to someone and they said that one of the contracts would be disregarded but this representative did not even take the time to look into what I was saying. My only option was to pay the contract buyout. This company has shady policies - avoid them at all costs.

They have very poor customer service and anytime that you have a issue they charge you for it-I pay for the warranty and still have to pay for shipping and don't ask about the pricing because they will tell you that they can give you a better price and they really don't and after they do they a price adjustment. They will add more years on your contract and not inform you and they will lie just to keep you as a customer --and even after all that they extend your contract and do not even offer you any new equipment or upgrades and I constantly have issue with my system not working properly.

Brinks has responded and listened to my concerns. I appreciate their reaching out and making sure I am satisfied with their response.

Please don’t ever use this company for home security. AT&T were wonderful to work with and highly responsive. Brinks took over that company and they are the worst. I reported equipment not functioning and was told I own it, it’s my problem. They threaten you if you try to cancel and I had my alarm sound from a back door intrusion with no response. I pay near $100 a month and it’s not even monitored. They threaten collection agencies if you want to cancel. They are not protecting you from the crooks, THEY ARE THE CROOKS!!! Buyer please beware!

I am currently seeking a resolution with Brinks Home Security. I have been with them for years back when Monitronics owned the security company. September, 2022 I got an upgraded doorbell camera since the SkyBell camera resolution was bad. I also received a Smart Lock device April, 2019. The company then extended my contract until 8/26/2027. I have complained multiple times that the new doorbell camera is horrible the other person (at the door) can’t hear what I’m saying and it’s constantly buffering. I spoke with a Representative. At that time I was told it was my internet. Well since then I have upgraded my wifi modem and speed but the problem remains. Now my doorbell camera is also overheating and making a loud fan sound.

Worst. Company. Ever! Did not think it was possible to beat out Spectrum as the worst company ever but Brinks takes the cake or a minimum a piece of it for one of the worst companies ever. Customer service is beyond terrible. Broken promises and lies. Not going into the entire situation. Would not recommend this company to anyone except Joe Biden, someone who makes us pay for crap.

Where to start…. Customer service is an absolute joke. They will keep record of only what they want to hear on the calls, they will keep you on hold for over an hour…. When they finally get to you, it’s someone who needs you to repeat everything at least 3 times… Nothing is ever resolved on the calls. It’s just “pay more and extend your contact” or “I’m sorry but…” The service was also a joke, our doorbell camera would freeze anytime someone rang it. When we would connect to the video, it would be so slow that the person would be gone by the time we opened the camera. The alarm would randomly go off… waking my newborn and setting the dogs off at least once a week for about 2 months.

I was shocked that Shannon another reviewer has had the EXACT experience we have had except the camera confusion. We were told we are paying for cameras we don’t have. Told we needed to return said cameras to cancel account (at no time in this conversation was anything mentioned about breaking a contract). We can’t return what we don’t have so lady at customer service speaks to manager. Said, "Ok we’ll close your account but you can’t get a refund of the amount we charged you for cameras." Told them we just want to cancel account and be done. Manager says, "Ok."

Updated: Brinks contacted me and resolved the issue to my satisfaction. I think companies that strive to resolve issues with their customers and care about them are the ones who we need. With this I am retracting my initial review and giving them 5 stars. I have been with Brinks since 2016 and hopefully will stay with them even after moving to my new house.

I switched over from AT&T’s Digital Life and it has been a horrible experience. When I call for assistance they tell me my code word is incorrect. When they ask me to verify the card on file, they tell me that is incorrect even though it’s in my app and they take money from me every month. I’ve had the same code word since I’ve had them and now all of a sudden it isn’t valid. Then I have to jump through hoops to verify my account to change my code word. The customer service is the worst. The camera monitoring and the sensors are a joke.

I am trying to end my Brinks service as I no longer need it. I was paying month to month after my original Protect America (brinks bought them) contract ran out. They say I am in a 4 year contract (with 29 months left) after signing a contract in April 2022. There is absolutely no proof of this contract and they are not able to provide me with it when requested. They claim I 'clicked an email' that brought me into this contract. I have to give my passcode for EVERYTHING I do with Brinks so there's no way a simple email click gets you into a contract.

This company is honestly infuriating. We have used them for 7 years because we cannot get out of the contract. When we first signed up we signed up for 3 years. We moved at some point during those 3 years and wanted to take our system with us. To do that they made us extend our contract another 2 or 3 years. We moved again so the same thing happened. They charged us $2,000 for equipment they weren’t supposed to charge us for and it took a year to get only some of it back.

Wow, where do I start? Installation was horrible. My door bell camera is actually crooked. My key pad was placed in the worst place possible. Somehow, the company put the bill in my son’s name and I had to jump through several hoops to get it changed. They tried to deduct over $200 from my account. They said that it was from June even though it’s now November. (less than a week after I mad my November payment) I tried to get an explanation and to cancel service but the supervisor was extremely rude. Do not ignore all of the bad reviews like I did. They are well deserved!

I was with Alliance home security since 2013. Then they sell it to the Brinks Home Security, customer service for this company very tough and they didn't explained the renewal contract, now I cancel my Contract, they said I have to wait one more month for the note. And I didn't know that and I signed the paper before one month then they charge me $6 for 2 days late notice. I'm so surprised I was with them more than 5 years and they charge me that much because unclear contract.

My senior citizen-aged father called to make some changes to his home security with Brinks. The customer service representative, Janelle or Janeel, was very short and curt with her responses to him. She showed zero patience and repeatedly interrupted him while he was speaking. I overheard the whole conversation as I was sitting across from him.

I had service with Protect America, then they sold to Brinks. The system with Brinks has never worked. Contacted them to try to cancel, they offered to send out a technician to update equipment. Agreed to allow them to correct the problem, a technician came out and installed a new system, however she could not get the system to work on our smart phones. The system has never worked since Brinks took over. I called to cancel the contract and was told that I had to wait until November 2023 to cancel. I patiently waited until November 2023, while still being charged $46.99 every month for no service. I called and spoke to their customer service department at length today, they advised that the contract did not expire until June 2024. I explained that we were told November 2023.

it was a pleasure to speak to Andrea Who was able to resolve the issue to my satisfaction.

On the day of installation, the tech did not have all the parts to set up the install and tried to leave without installing the cameras, stating I could do it myself. I called their tech support the next day and was told that because I just started with them and that I called with installation issues that I could still cancel with no penalties.

I do not recommend this company. I wish I would have stuck with ADT. At least ADT services worked and the customer service was better. I have been paying monthly for a service that does not work. My security panel went out 2-3 months in and The customer service end is terrible as well. They repeat the same thing and transfer you over to repeat the same diagnosis process which never worked because the panel was not working.. even the upper management who I spoke with no help.. I'm stuck in a contract for at least 3 more years For a security service that doesn't even work.

I have had this system since 2015. Glad no one has tried to break into my home. I have set it off by accident and they have completely ignored the alarm. When I tried to cancel they tell me I have 11 months left to my contract. What contract? I have never signed any contract and never will. The camera they installed in 2021 has never worked. Does detect insects and snowflakes really well. Made many many phone calls when the camera was installed and finally gave up. They are horrible in every way. Do not invest!

Make sure you read the contract before you simply sign the agreement because what you think would be a fair agreement is anything but that. Hopefully this helps others. They lock you into a 3 year commitment and you have to pay a large sum of money to get out of it if you have to relocate and no longer need the service. Which is happening a lot right now. You will fall on deaf ears if you try to make some kind of fair resolution with their customer service.

Worst company ever! There is no monitoring. I called several times to inquire as to why they did not contact me when my alarm went off. No response. I moved from my residence, called and told them and was told to fill out a form, which I did. They are still billing me and adding late charges. They are rude on the phone. The only thing this company is good for is billing you. Even with that, I had issues since they decided without telling me they would only send electronic bills. That was another rude phone call to get paper bills.

I have had Brinks for my house for several years. I got a second property and requested a new service for that property, as they were not going to install anything, they offered the two cameras I requested for free and free installation. I signed the new contract, and an appointment was set, but they made the mistake to indicate that I was moving to the second property. I called and chat about 10 times, all of them promised that the issue was solved and scheduled my appointment for the 2nd time.

I was having a hard time getting money returned from Brinks Home Security and talked with several of their employees with no results. Finally I talked with Andrea and she resolved the issue. She kept me updated as well with a couple phone calls. My opinion is she is a star employee. Brinks is lucky to have her and I owe her many thanks for resolving my issue.

I started to be unhappy with their service with the equipment so I wanted to cancel with them. Lucky that I know they never did and charged me 302.67. I ask for a dispute and without me knowing they just send me to debt collection so I just paid them and now the fight begins to prove my case. Also BBB have on their website Brinks are in chapter 11 so now I see why.

Brinks is a horrible company. Zero customer loyalty and their accounts department are incredibly RUDE and dismissive. It was like talking to a robot. I've been paying brinks for 6-7 YEARS to monitor my Nest system (yes, Nest it's still supported until December 31st, 2023). Our Alarm went off two days ago, we saw the nest alert on our phones but never got a call from brinks. I called them immediately, but they were useless; stating there was a "communication failure" but it was not a “brinks” issue. No refund, no assistance. I was sent to tech support which never picked up.

After install, we had numerous issues with Brinks' alarm randomly malfunctioning and going off in the middle of the night (while my wife was pregnant). It took months to get an installer to fix it and Brinks didn't care. Their customer service staff treats you as a number and they force you into terrible contract terms that will bleed your account for 36 months, regardless if the alarm works properly or not. They did nothing to refund me or to help our family out. Stay Away!

Been a customer for around 12 years. When it was Protect America it was fine. Shortly after it went to Brinks all changed. Signed a new contract and was told I could add insurance. When I went to use insurance they said my equipment would not be insured. The retention person was a total —-. I told him to cancel and he said nope because I was given a $12 discount for 2 months. Ok. I’ll send out a check today. (Never been late on any payment in 12 years) but he says to keep an eye on my account and when the check is cashed call and cancel then. Place is a total scam, terrible service and not helpful at all.

The sales rep that came to offer the service promised my bill would be cut in half once I hit the one year mark. After speaking to Cynthia who assured me in a few days it would be lowered to about $45. I call today as requested by Cynthia only to speak to Jack who was arrogant and sarcastic and said it was impossible. Do yourselves a favor and don’t use this company. I am very disappointed to say the least.

I had been a customer for 14 years. I called to get a pendant and they trapped me into a five year contract. I called to cancel and they told me I had 4 more years. Be VERY careful that you don't get trapped like me! I will no longer work with any company that requires a contract!! Bad business!

I contacted Brinks in May of 2023 to cancel service. In June of 2023 I once again contacted Brinks to cancel service. Instead of cancelling service they implied a 3-year contract. I have made several attempts to discontinue service with Brinks. As of today, September 27, 2023, Brinks continues to charge for monthly service and refuses to cancel service. DO NOT USE THIS COMPANY! HORRIBLE COMPANY!

DO NOT DO BUSINESS WITH THIS COMPANY, MUCH LESS DEPEND ON THEM FOR YOUR HOME PROTECTION. I was on a DIY plan with Livewatch which was sold to BrinksHome. Over the next year Brinks Home added BS fees to the monthly payment until my bill went from $29 to $45/month. There was no communication from Brinks Home about the cost increase. When I called to cancel, they transfer you to Retention where they will first offer you a 3 yrs contract for a minor decrease in price. If you insist on cancelling they will go through a long process to cancel you which basically allows them to charge you for another month.

I purchased a security system by Brinks back in January. The panel was always beeping and the doorbell camera would not stay connected. But I just dealt with it. Then I lost my job and had to cut corners and couldn't pay them. Called them and they told me I would have to pay $3000 to break contract! WHAT?! I'm telling you I don't have the money and you pretty much tell me tough figure it out. Then they call me again and I say the same thing. She tells me maybe someone else can take over the contract. I'm like why would I do that to someone. She then proceeds to tell me, "Well I will make a note on your account but we will still keep calling for you to make a payment." WOW! UNBELIEVABLE! STAY AWAY FROM THEM!

Avoid this company at all costs due to shady business practices. I've been a customer with Brinks Home for years -- starting when it was LiveWatch security. Several years ago, Brinks added a $6/month fee to my bill for "security upgrades." The company said it had to upgrade many customers' communications devices. Mine was not one of them, yet they charged me anyway, every month.

They lock you in a contract. Then when you have an issue with the system, they want to charge you more money! Plus in Clifton Park NY, they don’t have any service people. My doorbell is a complete joke. My back sensor is broken, they don’t have anyone that can make the repair. I tried to cancel and they could care less! Use caution!

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.