Over priced with old security system. The worst customer service. Be prepared to wait at least 30mins before you can speak with a representative. Extend contracts without permission. Slow to respond when an attempted break in occurred. Just dissatisfied with Brinks. Monotronics was a bit better. I finally spoke with an agent who was able to assist me. I was able to cancel my contract. Magic words, "Can you send me a copy of the contract extension I signed?" read more

The cancellation department is the worst. They also increased my months after completing 5 years and do not have any signed documents they can provide or let me hear the call. read more

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 very easily found another company that offered the same exact alarm.com service at$23 / month when Brinks was charging me almost $50. Basically, Brinks is the middleman marking alarm.com's product up over 100%. If you left and went elsewhere, you can keep all the same equipment, and just have a new company service it, with exceptions. (ring.com i.e.has proprietary equipment). All you need is your EMEI number. This is the same technology that ties your mobile device to a carrier. The EMEI number ties your alarm system to the monitoring company (i.e. alarm.com). After the contract is over, that number belongs to you. You don't have to wait 30 days to get it back. The agreement in the Brins contract says that you must provide 30 days notice of leaving. In return they will bill you an additional month and provide the service, but they have no legal way to hold your EMEI # hostage. I convinced the customer service rep of this and he released my number. Within 5 minutes I was able to use that number with the new provider. However, Brinks still charged me the additional month while on the call with them as I canceled, without telling me. I disputed this with my ccard company, who found me not liable to have to pay. Brinks still wanted their money, so without any notice turned in to collections and tacked on a late fee. This is how this company treats a customer of 15 years that decided to leave to pay less than half for the same exact service. The lesson learned is to either use companies like Brinks for 3 years to get the equipment for free, give your 30 day notice and high tail it for the same exact monitoring for half the cost, or start out with paying half the cost, but pay for your equipment up front. Depending on how much equipment you need, option 1 may or may be best. Just DO NOT renew your contract with Brinks no matter what they offer. It is not worth it. And if you leave be sure to give them the 30 day notice because they have no respect for long time loyal customers! read more

I've been using Brinks (previously Live Watch) for almost 2 years. The sensor/system itself is already disappointing. The sensors fell off a couple of times, triggered the alert and brought us back home from far away. The response time from monitoring is also not as fast as they promise. What really made me angry and motivated me to write a review is their tech support. I bought a garage sensor online and wanted to add it to the system, then we realized there is no adding sensor option on the panel which is supposed to have per their instructions online. Ok, here came the nightmare - we called their number at least 3 times per week, all have been transferred to tech support with no one ever picking up my call nor calling me back after I chose the callback option and left my phone number. The tricky part is the whole things happened one month before the cancellation became effective. And yea at this time, the service already got cancelled and the sensor is never added to the system. I called to their customer service department asking how you can help me add in the sensor, but the head of customer service Amber White kept telling me it is not their responsibility and they don't owe me anything since I canceled the service and not their customer anymore. Excuse me!!?? the sensor adding thing happened weeks before cancellation. And this Amber White also told me I only have one choice which is to reactivate the service with a 36-month contract. Are you kidding me?? I would never ever use your service again. In addition to that, I'll spread my words as much as possible to keep people from choosing your service. And I trust the power of Internet a lot :) read more

They screw you when you try to cancel the service you no longer need. BE VERY CAREFUL ON THE PHONE WHEN SETTING UP SERVICE. I moved houses and apparently (though I don't remember and they won't let me hear the audio) I agreed to being locked into a price for 60 months. Now that my 1-year rental is up, I still owe 48 months on my contract. All verbal disclaimers and agreements over a long call. Shame on me, I suppose. Avoid this company. read more

If I could rate this company zero I would. they can't respond to texts or phone calls, not resolving my malfunction equipment after calling them number of times. no result. read more

My apologies everyone. I meant for this to be a 1 star review. I should have paid a little more attention. Happy dining!! read more

RUN! MULTIPLE attempts to cancel will be ignored. Tried through email, phone and webchat. You will not be able to cancel. Systems failed, bills will come in from the police department from false alarms. YOU will be responsible, not Brinks. They do not stand behind their equipment and will blame you for failure. read more

Despite years of service, zero calls or challenges the company is holding me to a contract at 100% of the value of the contract to terminate, 48 months completed of 60 months. I can't believe a company still operates like this in 2018, I highly encourage everyone that is looking at alarm solutions to consider new age product like Nest, zero contract. They also provided zero insights around needing a Alarm permit which now resulted in a $300 charge for not having a permit with local Police. Do not do business with Brinks. read more

Initial service is good, you pay a year in advance and go by that. however after two years we are trying to cancel our service before the it ended. The wait for customer service on the phone is a minimum of 30 minutes. This is ridicules I have spent over two hours on the phone since I started the canceling process. It's a shame companies are allowed to do this to their paying customers. I will never recommend Brinks to anyone just because of their customer or lack of customer service. read more

My system hasn't worked for many months. I have been told that unless i pay the balance of my contract (30 months!) I can not cancel my contract! incredibly poor service- both customer service and the Brinks equipment! Find another security company! Mindy read more

I don't even know where to start with this lame ass company. I want to rate them 0 stars. These jokers locked me into a 3 year contract. They offered services which once set up never worked, including my doorbell. My doorbell worked fine before, but after they installed sky bell it hasn't worked since, even after two workers came out to try and fix it along with numerous calls to customer service trying resolve the issue. I was informed that the services that weren't working were not what I was being billed for and therefore I should simply accept it. No further attempt to send someone out was made. My contract recently ended and I started getting billed month to month. In order to cancel service I have to jump through hoops and at the time of this review still haven't received the email Im supposed to docu sign in order to wait 30 days for cancelation. Do your research and don't sign up with this company. In reading the reviews on here I know Im not alone. read more

Worst experience i have had. Scheduled appoint no shows are common (twice for me); sent wrong door sensors to be installed; insisted I install the door sensor to no avail; hold time is at least 20 minutes each call. But they insist on 3 yr contracts; hence, why they don't have to provide great service. If you are considering Brinks; don't.. read more

Have had Brinks now for several years ! No Customer service, terrible company, if it did not cost so much to change I would, but you have to buy all new equipment. Have had two other companies, Brinks is the worst ! They could care less how long you have to wait on the line . Their sensors fall off the wall, windows when it gets hot . They expect you to secure them and won't send technicians. Just THE WORST ! And they raise their prices without the service ! read more

I've been signed up with Brinks for year now and nothing has worked correctly yet. Can't get a technician our here. I have been put on a one month waiting list twice and each time; at the last minute, was told the tech was overbooked. Run the other way from this company, they are the worst ever on customer support and I'm locked into a three year contract with them. read more

I wish that I could give them a Zero stars. This is the most dishonest company that I have ever dealt with. I had monitronics for many years with no problem. Brinks took over, insisted that I had to go wireless. The system worked for a few months then was out every other month and for the last year no connection. They claim that if I pay more or extend the contract 6 months they will fix the system. I begged them to cancel my contract. Instead they only threaten me that I better pay until 2026. I told them that I have had no connection nor service. They just say I have no choice but to pay more to them to look at the system. But refuse to cancel my contract. I have had no service in almost one year. I continually call and beg for help. No tech appointments for months. Then one is set and I wait for them and no show. I call and they say that they tried to contact me. Funny that no message was left and no record of their call and my number has been the same for 30 years. The next appt comes and the same thing happens no call no notice just told they cancelled me again and wait one more month. The level of dishonestly and fraud is unbelievable. How they are allowed to continue to be in business is hard to believe. read more

I do NOT recommend this service to anyone! Our system has had multiple malfunctions daily, ranging from sensors going offline to smoke alarms being disabled. Customer service is unable to troubleshoot so you'll need a tech to come out and take a look, but you need to pay an additional fee for this luxury. Waiting over a month for a tech to come out and figure out why our system isn't monitoring and our smoke detectors don't work doesn't seem very safe or secure to me, but don't worry you're still charged 100% on your bill for a service that does anything but serve! Atrocious product and even worse customer "service", save yourself the headache because this "home security" does nothing to bring peace of mind, let alone actual security. If something were to happen you're on your own because their system is incredibly unreliable! read more

The Brinks' system was installed today. The installer failed to connect one of the cameras. He also failed to load the video from both cameras to show on a windows 10 computer. Brinks could only offer an appointment to fix the problems 40 days away. They also refused to give me a credit for the waiting period. This unacceptable customer service for a service that just started. read more

I scheduled an appointment online with Brinks, where MLK day was available. A couple of days before the technician GASTON called and said 'oh we're closed that day' so I asked 'why would it allow me to schedule an appt then'...so i reschedule for another day...GASTON and his trusty sidekick were 1 hr late...they did the installation but said they would be back to complete the door camera....6 weeks later still no show...brinks wants to now charge me a fee to finish / correct the problem....GASTON and his trusty sidekick will not return my calls!!!!A-HOLES....DO NOT TRUST GASTON OR HIS TRUSTY SIDEKICK....i should not have to pay for a service again that was not completed....but of course GASTON reported it was completed! A-HOLES! read more

I recently moved homes, before moving I called livewatch (recently acquired by brinks) to suspend my account during the move as the alarm was staying with the old home. I was told brinks would reach out in a few months once I was settled in to work with me on a new system design and during this time no billing would occur - they never reached out. The move agreement had a clear termination date for services at the old location and the start date for the services at the new site was TBD. Three months later they start charging me again claiming they only offered a 3mo move window and they were billing me for service at the old site which the contract clearly states was terminated. When I called them they fought me to escalate the issue, once escalated they refused a refund even given the agreement terms. Brinks will not honor their agreements and frankly is unjustly enriching themselves charging for a service they aren't delivering. read more

One of the worst home security companies I have ever dealt with. I thought that ADT was bad in Miami until I met Brinks Security. We previously had Protect America which was a great home security company with great equipment and excellent customer service. Then, Brinks Security began multiple corporate home security company takeovers. So they bought out Protect America. At first it was attractive. Yes, they have cheap monthly rates and equipment packages (but at a cost). Crappy equipment and forever wait times for customer service!! Don't make the mistake!! You'll be so frustrated for the simplest of phone calls. Wait times are usually 30-45 minutes and then they transfer you to another department!!!! Are you kidding me?? I liked the cheaper prices at first when they bought out Protect America. But now would pay a little more to get first class treatment. Jason Miami, FL read more

My system is not connecting suddenly to my wifi. Tried calling Brinks. Sat on hold for 45 minutes, only to be disconnected. They also billed me for a $50 set-up fee, even though I've been with the company for two years. (hidden fee on my bill which I have disputed) Terrible company. Zero customer service. read more

DO NOT BUY ANYTHING FROM THIS COMPANY. I have had them in my home for many years. They do not back their equipment. They make for pay extra for everything including equipment that does not work or someone coming to repair it. They will also trick you into an extension on your contract. I had to pay $1400 to cancel my contract. DO NOT BUY ANYTHING FROM THIS COMPANY. read more

DO NOT GIVE YOUR BUSINESS TO THIS COMPANY! They are all smiles and salesy but when it comes to cancelling your service they will simply ignore you. There is nothing transparent about the process contrary to what their website states. I have been given the runaround for over a month now. Our decision to cancel was originally only motivated by the fact that we were moving/downsizing and our new home already has a security service. Now? .... I am glad we are cancelling. I would not recommend this company to anyone. Once they have their claws into you, they will simply not let go. I called customer service numerous times, I was passed along to several agents offering me a better deal. I started getting emails trying to retain my business. How many times does one have to politely decline???? No means No. I'm done with politeness, I've sent the payment for the remainder of the duration of my contract. I now expect an acknowledgement from Brinks that they will act upon my wishes as a customer, or I will go to the BBB and small claims court. I have the time and the money. They claim they are #1 in customer satisfaction? I cannot imagine that to be the case, not based on the way they treated me. I an not even disputing the cancellation fees and having to pay the amount left over on my contract. I just want OUT. Pretty simple, you'd think? I see from other reviews that I am not alone. Please think twice before you contract with Brinks and absolutely NEVER give them access to your bank account. read more

So I received a response here in my comments to email so and so.. I did and they never responded... I eventually got someone to come from Brinks and he supposedly fixed it, but was not informed that we were adding co2 sensors so he didn't have any with him. Also the problem is back... junky equipment junky customer service read more

Since Brinks took over for Monitronics I have had the worst customer service. They have rescheduled my tech-support appointments three times. The representative has never shown up and I've wasted three days out of my life waiting for them. It was at their request upgrade my system so I initially didn't even want anything to do with it. All they want is your money every month. Go with Another company read more

WOW! What can I say about this company? While the concept of automation and security is a good one and is really cool, it does no good if you can't get any kind of customer service support when there is a problem. I have had a non-fully functioning system since July 2021. I have called tech support (45 minutes to get to a LIVE person) tried the "text a live person" option which was total BS. Hey Brinks, your AI is artificially dumb! Then I get a person from another country that doesn't speak good English and seems to be completely clueless about how to help me. After several weeks of back and forth with ordering new sensors, on hold to get to tech support again....three times...waiting for parts to be mailed ... I finally got an appointment for a LIVE tech to come out...a month later...They never showed up....called again for another LIVE appointment, for another month later...They show up (5 hours late) and they want to charge me $300-$400 UPFRONT before they would do any repairs or diagnostics. I was told by a non-English speaking person there was a small service charge...not true. I sent the LIVE person away. Called again to clarify the issues with Brinks and found out I just have to pay a deductible of $50. TODAY after being transferred 5 times and each time having to reverify who I am, AND having a "customer support" person give me a bad attitude, I had to hang up and call back and finally got a lovely lady who helped me set another appointment now January 13, 2022. In the meantime, the automated front door lock now has failed and I can't use the front door. I have to use my back door to get into my house. There are no emergency appointments and so I am stuck to see IF they show up on this next appointment. 4 devices on the system and the front door are now not fully functional. I have asked for a credit for the past 5 months and have only gotten 2 months' credit, I think...again it is hard to tell with the screwy way they do things. At this point, if they don't resolve everything on this next appointment, I will be canceling the service altogether! This is SOOOO frustrating not getting anyone giving a damn at Brinks!!! (This is evident by the automated response you see here on there replies to each complaint here) Word to the wise...Don't get stuck in a 4-yr contract with Brinks! read more

The worst. Long contract with no way out. Slow to respond. Very difficult to communicate with. I want out and I've only had the service for a month. It's never worked correctly. read more

I requested for service to be cancelled in September of 2022. Their representative told me it would be take care of and would take 30 days to be cancelled. They never cancelled it and continued sending bills to an address I no longer live at. I am finally getting it cancelled but they will not negotiate on the bill even though their rep failed to do her job correctly and advise on the correct way to cancel the service. Do Not get in to this trap!! Stay away from Brinks! read more

I live in New Hampshire and I have a shop in Oklahoma whose alarm went off. The neighbors were complaining. I was getting calls. The alarm is very loud. I immediately called on Sunday to have Brinks turn it off remotely but their techs are off on the weekend and only provide bot support which did not work because the bot required me to be in front of the panel. I am 1700 miles away. What kind of alarm company has their alarm techs off on the weekend and holiday. Why not have an emergency oncall tech? One hour of frustration and screaming and nothing resolved. I am moving my service. When I needed them they were out on holiday. Some service. Everyone will hear about this. If they give me trouble canceling there will be lawsuits. read more

Do not get this service !!!! Completely trash!!! I have had it over a year and the first time I needed it it failed. No one called me when I had a break in. Cameras recorded for such a short time It wasnt any help. I received a Tx message like an hour later . After all this they still want me to finish paying off my contract . Save your money and headaches look somewhere else . read more

Should be zero stars. Horrible customer support. Significant difficulty in cancelling service. Forever on hold - cannot talk with anyone. Contacted credit card company and requested that they stop payment to Brinks. That should cancel service. read more

This company took over for a few smaller companies, including LiveWatch. When they took over, the service went drastically downhill. After the fire department showed up to a false motion alarm, I realized that their system doesn't actually update the central alarm company when you add sensors to your system. I called them to ask them to update the sensors with the central alarm company and was lectured by one of their customer service agents about how that's not necessary and that I must be wrong. However, I was simply repeating what a previous customer service agent had told me I needed to do (which I believe was correct, as it was entirely consistent with what had happened). As I got more and more frustrated, rather than help me the ignorant customer service agent just lectured me about how knowledgable she was and how if I would just listen, she'd help me. I asked to talk to a supervisor and was put on hold for a really long time. I eventually gave up sitting on hold and called back and cancelled my account. I wish I'd done so a long time ago. I recommend going with FrontPoint, which my mother uses. Similar technology, but they are still a customer service oriented company that is independently owned. read more

Brinks is horrible from the Customer Service, Tech support, Account Managers and all. I was charged for almost 2 months without service and it was no one's fault, plus they didn't want to give a refund or credit. All I got was we will send your equipment, which was suppose to be sent over a month ago. I called twice and got the same lie both times. Then the staff have the nerves to try and argue with you and prove a point when they are wrong. I had Protect America and Brinks took over my account and it has been a nightmare. I'm ready to cancel. read more

If you are looking for a long term contract, the Sheriff Office charging you fees for false alarms, wake up in the middle of the night with phone calls for nothing and the worst service probably you be satisfied with Brinks. They are amazing until you sign the contract and after that you be suffering for believe in their promises. Be aware! read more

A sham of a company.Try and cancel your service and you'll be in hold forever over an hour. Call back to cancel and they'll threaten to continue to bill you if you don't wait for a account manager and if you stop payment, they'll turn over to a collection agency. Horrible customer service with an intentionally induced nightmare experience when you end service. 7 years a customer. THE WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE!!!! read more

Hate the system and the service that I experienced with this company. I also love how all these other sites give them great reviews until you try and post a negative one and then for some reason you can't. read more

I am posting this on behalf of my Sun City neighbor Joan Kennon. Joan is an 88 year old widow of a retired military husband and has tried repeatedly to cancel her Brinks account to no avail. The contract was with Envision Security and predates her husband's passing 2 years ago. After multiple unsuccessful attempts to cancel, Joan shut off the autopay through her bank in July, resulting in a threatening August statement with late charges and threats to damage her credit. This company is preying on a senior citizen which is despicable on so many levels. read more

I'd like to report that Jeff with Brinks reached out to me and made everything right. He was professional and kind. Every issue I had was addressed. Thanks Jeff! read more

Customer service is HORRIBLE. They bought/merged with a company I was using, Monitronics (which was great.) Every since Brinks took over, it is so difficult to speak with a human & have them understand your problem. I think they intentionally make it difficult to speak with someone so people won't call them. 1. I signed a long-term contract to keep the rate the same--they raised my rate with no explanation, even though I have asked them about it. 2. Their billing dept. gets things wrong. 3. In order to get any response about any issue, I write a letter (snail mail) and then I receive an e-mail response. Once my contract is up, I am done with Brinks! read more