I started out with a different company that got bought out by brinks. Ever since Ive been with brinks my customer support service has seriously been slow. It takes 6-8 hrs to get someone over the phone. Ive made an appointment for a technician and the closest appointment they could make was a month away. Then when it came time for my appointment they called and cancelled without any reason as to why. Now I have to wait an extra month with a security panel that needs to be upgraded and a dying battery. Brinks gets a huge thumbs down. Im very upset and dissapointed that Im paying even more with them for worse service than Ive ever had! Do yourself a favor and save your money and use it elsewhere if you have a choice. read more

Warning. Do not use Brinks Home Security. After my 1 year contract expired I attempted to cut and run away from this awful company. I did everything that they requested to leave after the 1 year contract expired. They put me through so many hoops to escape. I even had to sign a docusign contract to get out of their grips. Two month later I am still receiving bills on my auto debit card. I called several times and was put on hold for hours and passed from one operator to another after waiting on hold for hours. It was a nightmare. I showed them the cancellation emails and they still would not help me. They are doing everything possible to hold me hostage even after the 1 year contract expired. This is very amoral company with sick way of trying to retain their very unhappy customer base this is sick of their crappy overpriced service read more

Please read my earlier review. This is an update to the earlier review. It's impossible getting in touch with their team members. I've been on hold for 30 minutes and still counting. After my earlier review (the security system stopped working once Brinks Home Security acquired Protect America, my original home security provider), someone from Brinks reached out and attempted to set things right. I got a newer panel, sensors and the agent even refunded 6 months of monthly service. But the service was a downgrade - only one indoor camera compared to 4 that I had from Protect America and charging me $4 extra per month. There was no communication from Brinks Home Security that my monthly charges will be going up! On hold for 37 minutes now! read more

This company is a crook. They are in business of protection but they behave like Mafia. They are telling me I have to pay for services they never provided for me on an account that was cancelled 3 years ago. Horrible customer service, long waits to talk to someone on the phone. I kept getting transferred to someone else. I had to explain the purpose of my call several times and each time I was transferred to someone else. The last person told me I have pay up for services I never received from them and there wasn't anything else they could do. I filed a complaint with BBB. read more

This is the worst company I have ever worked with. They charged me money for services they were not able to provide due to my location. I have been calling since February for a refund. We sent all of our materials back (sensors, door locks, etc.) and were promised a refund. They are now saying they never received the sensors despite the fact that we sent them in the same box as the door locks. They will not let me talk to a a manager and said there is nothing they can do about it. They are the ones that did not do the documentation properly on their end. I will never go through them again and I will never recommend them to anyone. read more

I am now convinced that EVERYONE that is employed at this company - are complete IDIOTS. Service cancel 5/25/2019 System not working - since way before that time. Waited 4 hours for serviceman - who was scheduled to come- never came never called. THEN received a bill for $13.98. Brinks kiss my entire ............and or turn it over to collections and justify - no service and your continuing to bill me for something you have not supplied me with. read more

Awful, they keep calling about payment but I haven't been able to use the alarm. It doesn't do anything they promised. I have a camera on the porch and a door bell camera and packages get delivered on the porch in front of the door and don't show up on either camera. That's just the begining. I've called and been on hold at the least 20 minutes only to be transfered and cut off. I was able to get someone on the phone once that was on for an hour with nothing fixed and I got cut off. Called again and the technition was nice enough but we spent close to an hour with him making changes, updating some software only to find out it's now worst. If something moves on my porch, bird, leaf, anyone walking in the door, the doorbell rings. Not to mention the installation. I now have a wire running about 4 feet across my wall eye level because the installer decided to put the driveway camera there instead of 8 feet closer to the driveway. It is one nightmare after another. I would have been better off doing it myself. Now I just want out of this contract and their crap gone. read more

Charge increased without providing any notification about the increase in advance. Used their text system to request to speak to someone about this and the auto response was -them experiencing high volume and will put me in the queue with estimated wait time of 4 hours. End result, they never got back. I tried calling this time and been on hold forever. read more

I'd give them a zero if possible. I had Brinks for 3 years, waiting for the contract to expire. Tried to cancel, left on hold for 2hrs+. Apparently, their tactic in trying to keep customers - let's see who can blink first. Well, this time I didn't blink. It should not take 2hrs to get your service cancelled. I get the fact they want to try and keep you, but allow the first rep to handle all of that and if customer still wants to cancel, let the first rep cancel. I've got a voice memo of our conversation and I screenshot of my length of time with their 800#. If I don't receive their "cancellation document" via email, I'm sending this info to my bank to have them stop the automatic payments. That is crazy - stay away! read more

I wouldn't leave one star for Brinks Home Security. I sold and moved from my home. I no longer have a need for the service at my former home, because simply put, I don't live there. I don't know how many times I must explain this to your rude and unprofessional representatives. I ask to talk to a supervisor, I'm told "I'm level 3, there's nobody above me". Ok Mr. level 3, I'm not going to spend time having you talk down to me and discredit what I am saying to you. You can listen and respect your customers or push them away, which is ultimately what you have done by being so unwilling to actually listen. Think you need some uptraining regarding listening to the customer. Your failure to do so over and over will only drive customers away. I'd gladly pay ADT more to avoid the argument you brought to my day today. For anyone thinking about using this company, there level of stars speaks volumes and pretty much matches my experience with them. So perhaps don't use them. I've wasted enough time dealing with non listening agents there. I was considering getting setup again at my new home, but haven't closed on it yet. That's apparently absurd to Brinks. In case you missed what's going on in the US right now, home sales are up and moving from one place to another isn't just a 30 day easy peasy thing. So since you're so impatient for me to close on my new place and your reps give conflicting information, you put me in a no win situation. I can't speak to a supervisor, cuz allegedly they don't exist. So I'll post my review and hopefully someone else won't get stuck with the mistake of Brinks. Have a blessed day. Nobody reached out to me, but someone changed my primary email address to the system without telling me. Maybe they couldn't reach me since updating my phone number for the account didn't take place after several calls to them. read more

8/28 update I'm through with this company and have cancelled my account. Not surprisingly, leaving them is just as frustrating an experience as being a customer. I called and spoke with a customer service rep who said they would require a Docusign confirmation of my cancellation. I was told it would be in my email box within a "day or two." Well, after 4 days (and making sure it hadn't gone into SPAM) I called them AGAIN (and was, of course on hold for 20 minutes). The person with whom I spoke looked up the cancellation and said they had entered my email incorrectly!? I guess my first question is, why on earth would they NEED to enter my email at all? I had been receiving billing confirmations to that same email address for over five years. Anyway, the next day I received my cancellation documents and confirmed my desire to leave Brinks. Imagine my surprise when today I see they have charged my account for an additional month ($38.20) even though I had not been a client for over three weeks. At most, I would have expected a pro-rated fee. (Frankly, after all the BS they've put me through they should have just let me go and waived whatever petty fee they felt was due.) I have now signed up with Link Interactive and couldn't be happier. Imagine the joy of calling their support team and ACTUALLY GETTING THROUGH? I have spoke with three different people during the process of getting my account and monitoring setup and have NEVER BEEN ON HOLD. No kidding. Not once have I waited to speak with someone. If you're a Brinks account holder do yourself a favor and cancel. Move on to one of the many other companies out there who actually are able to provide customer service. There are many choices and I suspect pretty much ANY of them are going to be an improvement. read more

Worse customer service ever. You can only get through by calling. They don't even have an email system. I had a contract that was up with Protect America which was purchased by Brinks. I was convinced to sign another contract but their techs missed their setup time twice making me take time off of work waiting. I can't get through to their CSRs without waiting an hour. Nobody has time for that!! I was told I needed to buy out my contract which THEY breeched by not proving me the service I am paying for. I want out now!!! read more

They might be ok but I signed up in Jan still waiting on install and I have tried to call in every week and end up on hold waiting on a call for over an hour. I just cancelled as I don't feel comfortable with a security company that can't answer their phones with less then an hour wait every time someone tries to call in. Beware if everything works they might be ok but if you need them or speak with them text support is broken and phone support be prepared to be on hold for hours. read more

brinks home security is no good. I got that service because it was one of the oldest service out there and I didn't read the reviews and didn't know any better. One of my cameras work maybe twice a month I had another camera that was out for almost a year but that's not the topper. My original contract ended May 2023 but I was being told that my contract was extended by me. I told the representative why would I extend contract with equipment or service? That's not any good. They was unable to provide me with something with my signature on it, saying that I extended my contract, and unable to provide the recording of me, stating that I extend this contract on a recorded line. After speaking to the third representative, she said that she was putting in my cancellation and that I needed to pay my last bill and the buyout in the amount of $1600. I did pay my last bill. I later received a letter in the mail, stating Brinks was not going to honor the cancellation, and that my contract is an up until 2025. When the panel was disarmed off-the-wall Brinks never call and still have not called but they say they're monitoring my service. I believe if someone ever break into the house and they have Brinks Home Security service that person only need to do was not the panel off the bar because you're not gonna call and check it's been over 30 days and I still haven't gotten a phone call from Brinks Home Security regarding my panel and that they may be receiving a signal saying that somethings going on sorry company, sorry, service, sorry equipment read more

The service is absolutely horrible. I have experienced the worst customer service I have tried to cancel my service for the last two days and I have been spoken to rudely by customer service reps and I have been put on hold for hours in order to get to the "loyalty department" once I spoke to someone in that department he was rude and I have the car record it so that this can go to the corporate office and see exactly how nasty this man was. He was confrontational and condescending and hung up on me. read more

I would not recommend Brinks Home Security. Horrible customer service. On hold for over an hour and a half. Also, if you wish to cancel the service, good luck! We were one of the may posts below that were told it would cost $800+ to cancel the service. Rest assured, our next house will not be monitored by Brinks! read more

To all that are going through the pain and suffering that Brinks Home Security causes, file a complaint with the Better Business Association (BBA). Brinks has a special team that deals solely with all the complaints they receive (which they should and soon will be out of business). This was the one and only way I was able to cancel my contract and receive credits due to their incompetence and terrible customer service. My experience was a nightmare that I do not wish on anyone. Brinks is the worst home security company on the planet an if you are searching for a provider DO NOT USE them. Good luck! I also love the Brinks responses to every negative review (which I am yet to see any positive) that they are genuinely concerned and take every complaint seriously. The email address they provide to send your story will NEVER be answered or responded to. I sent my story and complaints multiple times and it was sent to a BLACK HOLE. My advice is also file complaints with the Attorney General. Hopefully we can put this company out of business because they are a total SCAM. read more

Customer service is awful. After 40 minutes on hold, I finally got through and had to argue with them for another 20 about cancelling my account. They're still sending me bills. Avoid like the rona! read more

They charged me a lot to relocate their service, and the smoke detector never worked! It continued to show up on the panel as not working. Several times they had me remove it and clean it, put it back up, only for it to return to non-working status within hours. When I called to have it replaced, they said they were going to have to charge me...what? For a smoke detector I already paid for that never worked? I then sat on the phone for an hour, and the last half hour the man who's accent I could not understand would get on ever 3 mins. and say "I'm still here don't hang up" and disappear! I tried several times to stop him from putting me on hold and I swear it was now a tape!!! This is the worst company I have ever had and now I am stuck with them for 2 years! Do NOT use them!!!!! read more

Every time I call I hear the same message: 'higher than normal call volume.' Yet, when I called the sales line, I got an answer right away. Clearly, Brinks corporate has decided to have more trained labor on the sales side than the support line. And it shows. And why spin up a bot-driven text message platform if it re-directs you to the customer service line where the 'call volumes are higher than normal'? Everything should be doable in the portal. Otherwise, your service can only be a means to drive absolute hell in people's lives. Your sales team seemed to think there's an auto callback feature on the support line. There is not. There is not one offer to record the caller's cell phone and call back. I've been on 5 calls over an hour cumulative. This is a real pain point Brinks needs to solve. /////////////// As an update, Brinks social media left a note to reach out on here (A for effort) but didn't reply to two emails written in the past week (F for result). read more

UPDATE - If you need to get in touch with a human being and don't want to spend hours on the phone call their executive response number at 1-888-758-5900. I wish I could give ZERO stars. This is the worst excuse for a company I've ever seen in my entire life. I am an AT&T customer that was switching to Brinks. I had THREE appointments scheduled for technicians to come and install my new equipment and no one showed and no one called. Today was the final straw. I spent an HOUR AND A HALF on hold just to be hung up on as soon as I was connected with someone. I will spend the rest of my life telling everyone I come in contact with how absolutely terrible this company is. I can't get anyone to answer the phone yet I'm supposed to trust them with monitoring my home? No thanks. read more

DO NOT USE BRINKS FOR HOME SECURITY I have been hung up on, lied to, insulted and misled by Brinks. I had been a Monitronics customer for 18 years, then Brinks bought them out. Customer service tanked, rates increased and service was not dependable when I needed them. So...like any normal person would do, I cancelled them. Last February. I had just paid my annual premium for 2022 when I became fed up and cancelled them. I went through all of their red tape with filling out cancellation documents online, waited 30 days for them to release my panel so another company could start monitoring it etc... Last month I got a bill for $538.00 for this year. (Crazy right?) So I call them, had to go through 3 people to get someone that would begin to help. But Nooooo...he said that I cancelled the service, but couldn't cancel the contract. What?? How is that I asked? One and a half hours later we hung up after listening to their mumbo jumbo about a verbal contract from 2019. I'm raging at this point. I called my attorney, he said this company is notorious for pulling this stuff. I could go to court, or risk them turning this over to the credit agencies and having it on my credit report. His suggestion was just pay it and move on. It's not worth the headache. I have another company that I have paid for the year and now I have to give this crooked company another $538.00 to get rid of them. I called the better business bureau and found that they have 203 complaints just in Texas. What a shame. Beware of Brinks. read more

I became aware of a very crummy feature of Brinks Home Security yesterday their system will send out alerts for tornadoes occurring at least 10 miles away. I get alerts on my phone that are a little more relevant and the siren down the block will go off if needed. The Brinks system went off 3 times last night and it wasn't even close to relevant. I then had to call and wait to be helped to remove that "swell" feature from my service. If there had been a tornado I would have had to leave my safe space to turn the damn thing off. One thing positive the alarm makes your ears ring for a while. read more

My store was broken into and the alarm did not go off. I had to beg for a tech to come out that same day and test the system, all was good. I paid to add two more motion sensors. fast forward two weeks, I was broken into again and the alarm did not go off so no police were dispatched. Furious! called 800 number and they dont care. why pay for a service and it doesnt work, they wont let me out of my contract. absolutely worthless, would not recommend. read more

Helped us replace video door bell. Problem free!!! Stepped right up to the plate, made an even exchange, provided shipping label, return postage. YAY Brinks Home Security!!! read more

If you're looking for a home security company that never answers the phone, Brinks is for you. Want to be forever "locked" into a contract after the contract period is over? These are your guys. I wanted to cancel my service with Brinks so I gave them a call. Sat on hold forever so I tried a different department to reach a live person. Still sat on hold again forever. Finally called the sales department and surprise, surprise someone picked up right away. The guy then gave me a number directly to the cancellation department. Back on unending permahold. Now I'm forced to call my bank and go through the steps to stop auto-pay and cancel this shitty company. What a joke. If I could give these guys zero stars I would. Absolutely Horrible!! read more

I wish they cared more about their customers than the leanth of contract extensions they can get you for. If they did, they wouldn't have to worry about contracts. Customers would stay because they want to. Sad. I asked if I could get another camera for our back yard since we have little ones and will be getting an above ground pool soon. Also, because we crack up to the golf course and the fence can be easily jumped. The tech that installed our other cameras asked if we wanted one back there, but our hood has a lot of car break ins. The response I was given- Hello Sandra, Sid here. I do see that you were requesting for another outdoor camera. It does show that we have you at the maximum contract length so I would not be able to extended it out any longer for another camera. Sid R. read more

A complete and utter scam. I was a loyal customer until they tried to hit me with outrageous charges. Hundreds of dollars to move, tried to charge me twice for their mistake of equipment being sent to the wrong address. When I tried to cancel they tried to charge me thousands and claimed I signed a 5 year contract. Never once did I receive and sign any contract. Before I even cancelled, they locked me out of my account. Customer service has been no help at all. They just tell you're wrong and don't try to offer any solution. There are so many better security companies that won't try to scam you time and time again. read more

I am paying almost $80 a month now with the latest price increases... never mind what my contract said. When I complained on Yelp, I got a call offering me "insurance" that would let me have a tech come and look at my inoperable equipment for only $50 and then pay them only $5 more dollars a month. I was rude and hung up. read more

Please provide an email to contact you. I would like to resolve this and put it to rest already. Well Jacob, I still have not heard from you I gave it some time. As you could see in the above review you stated for me to email you. You never left an email or a phone number. I cannot email you from yelp. Once again Brinks set themselves up for failure. PLEASE provide on here a phone number or email. How am I supposed to contact you and resolve this through Yelp??? Please leave a legitimate business phone number or email on your reply. read more

Bad company!! Security company did not respond when alarm went off and charge you with so many miscellaneous stuff even after discontinue the service. read more

THIS COMPANY HAS ROBBED ME OF $800 I paid for the remaining balance of my contract because I hated them that much I was so mad I was throwing away $61 a month for a system that doesn't work and I don't use ANYWAY I bought out the contract and the contacted me a day later and said if I stay with them they'll refund my money, MY 800$ and reduce the monthly fee to $17 a month I agreed to this deal if I got my money back. It has now been a month. I have called them every. single. day. Nobody has an answer to where the fuck my money is. When I call they REFUSE to transfer me to a supervisor or say the supervisor is "in a meeting" they REFUSE to transfer me to the cancellation department. I've never called a company and asked to transfer me and they literally will play a game with you and say no. Seriously anybody try to get a hold of a "higher up" there they're non existent. Who is running this place? I no longer want to be affiliated with this company but guess who scammed me into 24 months with no refund BRINKS HOME SECURITY. This company has no back bone the only way they are still open is by scamming people I hope every future customer reads this review. I will pass along how much of a scam you guys are to every person I know. read more

I wish I could give them 0 stars. They have the worse customer service in the world. Your 10 minute wait time turns into 2 hours. This company took over monitoronics which was a better company with great customer service. I have been having the same issue since June and it's been just a headache to deal with. Technicians cancel appointments without even notifying you. I just want to cancel my service, I was on hold for 2 hours and I was hung up on now I have to call again and go through the same BS. read more

Multiple calls over multiple days, hours on hold to review terrible phone service. I would never recommend Brinks.

Customers beware. I had the service for years and for the last couple of years, it was not functioning. When it came time to cancel the service, they made it so hard to cancel. You first call and hold, then the first service rep asks a bunch of questions and the. Puts you on hold for the second cancellation rep. Then that rep tells you you will receive an email with a link where you must answer more questions. The kicker is that the email link is sent within 24-48 hours and expires within 7 days. This means that you again need to be vigilant in checking your email so that the kink does not expire. If you are busy and forget, the. You have to call back again and go through the process all over again. This is such a backwards process and it should not be this difficult to cancel a service with all the automation that companies such as Brinks. They make cancelling your account difficult so they can continue to collect monthly fees. read more

Customer service is awful. I have tried for a week after install to troubleshoot me getting messages that my battery is out on guestroom (just three days after install). Plus my window is open on bathroom. Problem...it is not . I cannot get anyone on phone or chat to help. But i got them before I signed contract. I hate them and wish I did not get in this mess. Please research other companies first. read more

Great at talking about customer service, HORRIBLE at performing customer service. Brinks bought the company we had previously used for home security. I'm having an issue with our security camera. I called to explain the issue and had to deal with an exceptionally rude customer service agent who wouldn't even listen to what I was saying. He said he'd put a note in my account and I could call back if the camera went out again. So I called back the next day or two days later when the camera went out again (as I had tried to explain it constantly does). This time, a different customer service rep (who was much more pleasant) said they would have to send a technician out and that the earliest appointment was in 2 weeks. (There is a whole other story about what they wanted to charge me to send out the tech...). The day of the appointment, they cancel because the tech wasn't feeling well. They then proceed to tell me the next available appointment is in another 2 weeks. So we're now looking at a whole month where the home security system isn't working. That is unacceptable for a home security company!! If the security system isn't working, why should I pay a monthly service fee? Providing security for your customers is the whole point of your company! My month-out appointment was supposed to be tomorrow. I now have a conflict and called to reschedule. Any guesses on the next available appointment? That's right! 2 weeks! I told them to just cancel the appointment. I made a comment on the Brinks Facebook page and got a response almost immediately. I'd recommend that as a better avenue than actually calling their normal customer service line. They are clearly more concerned about the appearance of their customer service than they are about the actual application of their customer service. Hopefully, I'll be able to reach one of those "reasonable solutions" like Phil H., but I'm guessing that it's time to start looking for a new home security company. read more

The worst experience with a company I've ever had. We tried to cancel our service when the pandemic hit since we were at home all day anyway. They locked us into a 2 year contract, as soon as the contract started they got the billing wrong multiple times. Their departments don't communicate with eachother so you have to explain yourself 3 times to 3 different people. After saying the issue is resolved, and again having the wrong bill, and again having to spend too much time on the phone getting passed around, we were fed up and tried to cancel our service within the month of extending our service, they explained that we were locked into a 2 year contract and nothing could be done, no matter how poor the experience , how many mistakes they've made, how many hours we've spent trying to resolve their mistakes, etc. While deciding if we were going to take legal action, we didn't pay Augusts bill. If you don't pay your bill on time, you are called / harassed multiple times a day. I paid the balance this morning (early september for both august and September) and have received multiple calls since from their billing department saying our account is unpaid, even though it is. (their departments don't talk/ aren't connected well enough for their billing department to know when accounts are paid off). *They scheduled a service technician to come take a look at our system and possibly update, technician never showed. *When we bought our house, we bought service from a small security company that was eventually taken over by Brinks, we never chose Brinks to begin with. I've gone through the stages of anger, disbelief, confusion, and it's now almost laughable how bad my experience has been with them and continues to be. I'd rather cancel my service, pay out the rest of my contract and forego security service from them just so that I don't have to deal with them anymore. AVOID AT ALL COSTS. Update: After way too much time spent on the phone with so many different people there, earlier this year I confirmed with them that at the end of our contract, I did not want to be renewed, and just wanted to get as far away from them as possible haha. They confirmed on the phone, yes, I'll be all set once the contract ends, no action needed. I just called to verify again, that we can go our separate ways after our contract ends this month, but was told that I now need to fill out a cancellation form. Thank god I called, who knows what they would have tried to pull with renewal if I didn't fill out their form, event though I've made it very clear to multiple Brinks staff for the last 2 years, that I did not want to renew and would have loved to cancelled service 2 years ago. If you're looking for a home security company - look ANYWHERE ELSE. read more

I'd give zero stars if I could. If you like appallingly bad customer service, and being stuck in a long contract which is very very expensive to get out of, then go with Brinks. You'll get all that in spades. Searching for other options. I'll never again touch anything that Brinks has a connection with. read more

Similar to Larry B.'s review. I've been through hell trying to cancel my Brinks Account. My experience is 90% similar with Larry's, so I don't want to repeat that. I hope to save as many of you guys as possible from the potential headache. After cancellation, be sure to deactivate using the alarm pad before you move to another address. Don't they know cancelled customers can still refer their service to friends and relatives if they are happy. read more