PSA.... DO NOT use them unless you wanna pay thousands of dollars for equipment you can no longer use once your not roped into a contract. We were roped into a longer contract and didn't even know it. We had called in during COVID to lower our bill due to not havin an income when everything was shut down. Little did we know that they were extending our contract while BARELY lowering our bill. Not to mention, with all the fees they've tacked on over the past few years our monthly payment was more than before. Now our contract is done and we can't even use our equipment . Spend ur money with Ring or Feit that allow you to monitor your home without a monthly payment. Brinks is a CON company that has scammed us from day 1. read more

Brinks is the worst. They kept increasing my bill for the same old system, when I called to see about upgrading, they want to charge me $2000 for "free" upgrades to get me to stay on as a customer as well as increasing my rate by $20, and locking me into a two-year contract. It took me almost an hour of telling them no repeatedly to get them to cancel my service. Then to add insult to injury, I'm still being charged. never ever go with this company read more

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

Today, BRINKS SECURITY replaced NeoPost as "Most Completely Incompetent Vendor I've Worked With Ever." In the twenty-four years I've been in this job, I've worked with hundreds of companies for a wide variety of things. Vendors to fix the air conditioners, to repair the roof, to empty the dumpsters, to tune pianos... they all have their idiosyncrasies, and things happen some times. I make mistakes; vendors make mistakes, we have to work through stuff. But then there's systemic, fish-stinks-from-the-head-down, complete and deliberate incompetence as a company. That's Brinks. We had problems about nine months ago with the little magnetic contacts that go on the doors, and tell the alarm panel that the doors are closed. They are literally stuck on with double-sided tape, sketchy as that sounds. In a home situation, I suppose that works OK, as long as it's not humid, and the paint's new, and you don't accidentally bump it. In a commercial business situation, it's not sufficient; these doors get more traffic than a house. So two of the entry doors had problems with them falling off, and when it was a problem at lockup time, I got calls at 11 PM or 1 AM to talk people through how to bypass the zone until I could fix it in the morning. The technical support people when I called, told me that I could buy some new double-sided sticky tape, and stick them back up myself. I explained that we needed a more robust solution... but despite all my pleas, there was no way that I could convince them to send a technician to fix them. They just couldn't do it. So, I called 360 Alarm, the company who monitors our fire panel. They also do alarm installation and service, they had actually been the sub-contractor who had installed the panel for Brinks in the first place, and they sent a guy the same day. He put a screw through each of the little f&ckers, and they haven't wiggled since. Problem solved, $140 service call, thank you very much, call us next time you've got a problem. I asked if they also did monitoring for the security system, and they do, so we made plans to switch. I love the fact that they're local; I call and talk to Chrissy. Chrissy sends Phil or John. We're a little business; we have a company culture where it works well because we can talk to one another. I know my principal contacts at most of our vendors by first name, because they're human beings that I work with and like. Brinks was not flexible about breaking their contract, so we waited it out. As it got closer, the offers of "Renew now and SAVE!!" came hot and heavy. I'd already had a conversation with someone there, and asked in detail what was needed in order to cancel the account, so I just waited, and when it was the right time, explained to them that we would not be renewing, and why. Then the calls and letters started. "Please come back! We'll cut your rate in half." "Ask us how you can keep your security system and save, save, SAVE!" Again and again. More than one a day. I called a couple of times, made them confirm that our account was closed each time, and asked them to stop sending letters. Today, I got a paper letter. It said "ACTION REQUIRED FOR CANCELLATION in thirty-point text, implying that our account wasn't actually closed, and then went on to say that they hate to lose us as a valued customer, and want to give us ONE MORE OFFER, and to please call them at this 1-800-541-9453. It's the WRONG NUMBER. It goes to a Medic Alert company, who of course hang up when they get ANOTHER of the stupid Brinks calls. . Brinks is the same number, but with 866 instead of 800. Then I sat down and opened my email. There was an email, with the SAME MESSAGE, and the correct phone number... but in a font that makes it almost impossible to tell they're not zeroes. Yeah, those numbers above the little green button are supposed to be sixes. It's like they're TRYING to make it not work. It hurts to watch this - I think it was my friend Pamela who told me that she came upon her nephew late one night, sitting on the kitchen floor in the pool of light from the open freezer door, eating ice cream straight out of the half-gallon tub with a spoon, and holding his hand to his forehead, and moaning "Hurts... hurts" with each bite. It's like that. So I got to have a few "Dear incompetent idiots" phone calls. I don't necessarily ENJOY them, but they do have a certain satisfying quality. I called the 1-866 number, first, and they're just retention. They have no power. They don't have any way to get in touch with the people sending the letters, they're just in a call center. They can only sign me up for a renewed contract; they can't do anything else. So I called the main number that we call for "service," such as that was. I immediately asked for a supervisor, and when Miranda asked why, I explained briefly that we had fired Brinks, with prejudice and for cause, and I wanted to talk to somebody about the continuing stream of emails, calls and letters. read more

Brinks Home - This email has really confusing numerals - those are sixes. 866. Would you know that? - Home Automation Near Me - Dallas, Texas

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If I could give zero stars I would. Let's start with the beginning. We became customers 2 years and 2 months ago. When installation was conducted, the technician did a terrible job. Wires were exposed, camera wouldn't work consistently, and the thermostat wasn't wired in. The thermostat not being wired in led to heating a cooling issued in a home with two small children. Now let's talk about customer service and the contract. I am a recent medical retiree from the military. When I first signed up, they stated that if I moved I would be able to cancel. They did not specify under military orders. We moved back to our home of residence and put in a stop service order. Not once we're we told that there was a fee to cancel service. Now, we get informed that we can either pay over 400 dollars to cancel or just pay for service we aren't using or are even able to use currently as we are in the middle of a move. The customer service representative I just spoke with was rude and offered little to no help. Since the service they provide is terrible with their own breach of contract, lies, and unprofessionalism, I will be pushing to blacklist Brinks Home for all military service members. read more

Agreement with Brinks Home - 1-24-22 (Initial payment: $808.63; Monthly Monitoring Service: $39.98, cancel at any time) Installation of Equipment - 2-2-22 March 2022 Customer Service could not solve issues just 2 months after installation. They arranged a Service Call. 3-21-22 - Technician did not show up, although I had a text reminder that they would. 4-14-22 - Second scheduled Tech did not show up, in spite of text reminder. 5-6-22 - Tech finally came. Note: I had to wait about 3 weeks after each NO SHOW, for Brinks to reschedule. Since the problem originated in the company, no fault of mine, I did not expect to wait for rescheduled dates. 23 May 2023 Doorbell camera stopped working. A technician came and told me to hire an electrician, because the problem was "not a Brinks issue." August 2023 Carbon Monoxide Detector was sounding off. No one in Customer Service could provide a solution. Brinks Technician stated that the Carbon Monoxide Detector was very outdated , although this had been installed on 2-2-22. I paid $50.00 for this service call. The detector seemed ok for about 2 weeks but continued noises periodically while I made calls to Customer Service, changed batteries, and followed all advice given. I requested that Carbon Monoxide Detector be removed from system but Brinks refused, suggesting I call local Fire Department, who might remove it for me. Mid-April through present Noise originating at Brinks Keypad sounding 10-15 times within each 24-hour period. Multiple calls to Customer Service did not solve problem. I was offered a Tech Service Call for a $75 fee or a 7-month extension of service. This does not seem fair for me to pay or extend because of a fault in the Brinks system that Customer Service cannot solve. I emailed Brinks at socialmediaATbrinks on June 15th to no avail. Brinks claims I am under contract and advised that I would need to pay the contract out, in order to cancel Brinks service. There has been "no meeting of the minds on agreement." I am upset that Brinks has not provided adequate service. If Brinks has what appears to be a transcript of agreement, 8-5-23, it was accomplished through deception, manipulation, and/or coercion. 30 June 2024 Because I did not agree to the expensive home visit and/or the 7-month extension, my Brinks Keypad is still beeping 10-15 times a day. Furthermore, Brinks has repeatedly replaced faulty equipment with expired or substandard replacements leading to ongoing issues. Frequent problems and phone calls to Brinks Customer Service have failed to resolve my issue. I want to cancel Brinks service - with no charges billed or inference made. read more

Absolutely unreliable! Irresponsibility like no other. Made an appointment for them to come out because our cameras stopped working. The appointment was made two weeks in advance. The time scheduled was from 8am to noon on a Monday so I had to take a day off. They never showed up. Called them and gave me the run around only to tell me finally that they did not assigned a technician to my home and they were not going to be able to come and fix my cameras. So sat a home wasting time and money only for them to say oops. Save yourself the headache, save your time and money. Anyone is better than Brinks. read more

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

Brinks Home - Email I received on the appointment day?! - Home Automation Near Me - Dallas, Texas

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Have had this for two years. Have had less than stellar service and since Feb my bill has gone from 19-22-25 and now $29. I've called and waited on hold over 80 minutes twice to only have up. Today I get someone on chat and I am told this is some sort of fee related to software and firmware. Appears they have me for another 12 months. After that. I'm gone. read more

If I could give them zero stars I would. Stay away from this company. They keep raising the rate although I am supposed to be in a "contract" Plus I cannot get out of contract without early termination fees. read more

Terrible business practices. Anti-consumer. Difficult to get out of a contract even if you have moved out. Marketing is very aggressive. They called my emergency contact to sell me service (it was not an emergency). I will not use them again and will not recommend them to anyone. read more

So we haven't had service for many months. We have spent hours and hours waiting in queue for customer service. On the phone we were told it would be 75 days for a technician to come out. When we logged into our portal the service date is January of 2079! Are you really serious? Tonite husband was in the queue and it said half an hour...two hours later, nothing. What a freaking JOKE! Absolutely absolutely DO NOT waste your money on them!!! I have no idea what's going on with them, they used to be reputable but this is the worst company I've ever seen. read more

This company is horrible Avoid doing business with them after protect America was sold to them customer service became un reachable Alarms were ignored equipment stoped working and after many attempts finally reached someone and many attempt to schedule a technician to come and fix the issues with no success 3 month we had no service and after finally canceled the service they claimed that I still owed them another month and send for collection agency for 48 dollars after 3 years of being a customer and no single late payment No they sold my account to collection agency with added late fee and some service fee that was never agreed on read more

Bottom feeders. Be warned it's difficult to get out of their service even when you are out of contract if you have a credit card attached with auto bill pay. Recently my contract ended and I went month to month. In the 4 months of no contract each month they squeezed me more and more till I was $18 over my initial contract price. I get it they want me to resign. The problem was they wanted to give me the same rate but at a much longer contract and then pay for new equipment. I said forget it, just end my service. I got the we hate to see you go and received a final mega discount monthly rate, but still passed. The next month rolls around and bam I get charged again even though the service is inactive. They are incredibly difficult to get a hold of. Wait times to speak to a sub human are very long and they overall just attempt to wear you down into submission. Please take caution as there are plenty of DIY options available. read more

We have been stuck in a contract with brinks for 6 years now. 3 of those years we didn't even use them. We moved somewhere they didn't service and couldn't get out of the contract so just paid for nothing for 3 years. This year we had outdoor cameras installed in Jan. We were told we would only owe $120, which was the cost of the install. We are set up for auto pay. In Feb instead of being charged $120 we were charged $553 and then 2 days later $1084!!! I have called this company about 40 times between now and then, also used their chat feature so I've talked to so many people. All who have assured me we would get a refund. They had sent us 3 doorbell cameras instead of the outdoor cameras we ordered, so the first excuse was we were charged because they didn't get the cameras back yet. (It took them about a week to email us the shipping label) I sent the cameras back as soon as we got the label. They were delivered to brinks on Jan 31. They then said it was becasue the returned cameras hadnt been processed into the system. One person said it would take a week. When I called back in a week the next person said it would take a month. A month later I called again because still no refund. After talking to someone for over an hour and missing an appointment I was assured that the refunds would be processed. 7-10 days he said. 3 weeks later and still no refund. I ended up going to my credit card company and filing a dispute. They got the money back for us while they investigate. Well Brinks didn't like that we got our money and turned off access to our security system due to "non payment" I called in AGAIN and explained everything. I was again promised the balance would be zeroed out and access to the app would be back to normal. we were given access to our app. Today through auto pay they charged $1,051 to our credit card. I called and asked for a supervisor because the people I've been talking to haven't gotten anything done. They said the supervisor was in a meeting and would call me when it was done. 3 hours later no call so I called again. Explained the situation and that I just want to talk to a supervisor. Again I was told no supervisor was available but someone would call me. No one ever did. One of the people I talked to today said it looked like the refund request was put in but denied but no reason was given and no one could say why. I have attached the copy of the bill we were given showing we would only owe $120. That doesn't seem to matter to them though read more

Brinks Home - Copy of our bill showing discounts and total - Home Automation Near Me - Dallas, Texas

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Stay far away from this company. I'm having a heck of a time trying to terminate my monitoring subscription after months of increased rates. I saw today they charged my credit card again even though I'm no longer a customer. Their cancellation department will NOT let you off the phone when trying to cancel - it's as though they are robots programmed to keep you on the line - I finally had to hang up. read more

This security company is ripping us off. 4 months ago we signed a 4 year "locked in" rate. Now we have a 35% increase monthly. They've increased our monthly payment by adding in "cost recovery" fees. So we basically locked in a minimum payment, not a maximum. We tried to cancel but the only way to cancel is by paying off the remainder of our 4 year contract. We'll be doing our own monitoring. read more

I have been a customer with Monotronics (now Brinks) for 10 years. I cannot believe the lousy tech support, and customer service they now provide. It was a 4 hour hold time to speak to an agent to cancel my service. Obviously they do not value my time, or my business. read more

Update.... I called back AGAIN after no one called me when they said they would Monday and again they said, "let me transfer you to tech support," and again tech support said they didn't know and someone will call me back. This place is a absolute joke. The lady I bought my house from called them and they told her they can't find her account yet they are still taking money from her account. This is the most incompetent company, I urge you not to use them. read more

Brinks try to scams you out of additional months of service. I called to cancel services, my contact ended last year sometime. The first stated it would be canceled at end of bill cycle. Ok. I get the next month bill and call this rep tells me that she has to send me an email that I need to esign before 7 days, then I will get another letter with final bill. I let this rep know that this was news to me...needless to say the rep was short with me like, I did something wrong. Find a better,honest and more appreciative business to spend your money. read more

On hold for the third time after two disconnects. Multiple transfers and still waiting to hopefully speak to someone who can send me a form that will allow me to end my contract 30 days after they acknowledge receiving the form. Finally got through-TERRIBLE work from home connection and unable to understand 80-90% of what the account manager said, but basically they explained why I have had terrible service for so long and that lack of knowledge was to blame for my previous poor customer service. He then attempts to offer discounts and insurance plans that would cover my faulty equipment and make up for my inconveniences. None of these offers were made until I tried to end this contract. Now I will be waiting three days to receive a form via email. I will return it and then wait another 30 days to have my contract cancelled finally. That milks out another $120 for two months of crap service. Convenient right? Any bets on how many times I have to call to have the form resend via email or how many tries it will take before the down is received by Brinks? Good grief. If you're looking for reliable equipment, helpful customer service, reasonable billing, or efficient contract assistance, go somewhere else. read more

Well after my experiences with Brink's Home Security, I'm not surprised to read the other reviews. What is going on with this company? We had to switch from our former Security Co because they were no longer going to do security, so they recommended we go with Brinks. We had it installed a month ago, and the thermostat we had didn't connect. We have called and scheduled a tech to come and install a new one 3 times. The first time the tech was sick and no one called us. The second time no one showed up. I called and they said there was no appointment. I was told it wasn't scheduled in the right department. The third time, today, they didn't show up by the third hour of the four hour window, so I called Brink's and they said the appointment was canceled because the Job # we were under was closed. By the way, my husband called them last evening about an error in the bill and then asked the gentleman on the phone if he would check and see if we had an appointment scheduled today. The gentleman assured him we did and that he was going to bring a thermostat! Yay, oh wait...... For the 3rd time, I wasted 4 hours of my life, waiting for them to show up in the 4 hour windows. Which is now a wasted 12 hours just waiting for them to show up. My husband and I spent almost 4 hours on the phone today. Plus all the time we spent calling about the other two canceled appointments. We either get put on hold forever, get hung up on or sent to someone else who can't help us and then put us on hold again. Oh, then there is texting, if you don't want to wait on the phone you can text them. They might text you back, but if they do, it might be 4 HOURS later. If you don't respond in 10 minutes to their text, they shut it down. I waited 4 hours and they only waited 10 minutes. Or, they text you back and tell you they are closed and to try again tomorrow! Nice customer service, Brinks (NOT)! Today my husband finally insisted they NOT put him on hold (they still did twice) and to let him talk to the CEO. They wouldn't, of course, because he wouldn't want to be bothered! He finally got put through to a "higher up" and asked him for an email or phone number of the CEO, which they wouldn't give him. My husband talked to Felicia today and she got him to Edwin with the Executive Response Team. He could see how many times we had called on this issue. My husband found the Corporate address of Brink's and we will write him a letter and give him more details. Believe it or not there are more! I now have the corporate phone number from Yelp and we will see where we get with it. Don't waste your precious time with this company. Apparently, most of the employees work from home and they have to walk their dog or watch their favorite soap opera, instead of actually working. They really can't be bothered. Mr. CEO, get a grip on what's happening right under your nose, before your company goes belly up! If you want to solve this problem, you have our information and know contact us. read more

I even hesitate to give Brinks one star. They deserve no stars, customer service is be nonexistent. One has to wait at least an hour to speak to a representative and then there is limited resolution. We had a system installed in our home, the quality of the installation is horrific, and the camera is upside down! I can't get Brinks to come back out to correct their sloppiness. Use ADT or Ring! I have! read more

Wow look at the reviews! I tell you it pays to come to yelp I've made a few mistakes with these security home monitoring systems Vivint being one I just got out of a contract with them I had to get a lawyer to do so and Brinks is next on the list I was a lifelong customer of Protect America Brinks bought them out with Protect America there was no smoke mirrors no bait and switch tactics it was $49 a month from 2007 until 2020 or whenever Brinks took over.. then my bill went from 49 a month no rate increase ever even without a contact! with brinks it went to 53 a month taxes and fees without a contract a month later it seems it went to 57 so I canceled them. They sent multiple emails phone calls asking me to come back how they hate to lose me as a customer they gave me their lowest rate their best rate they said at 14.99 for 48 months! Unfortunately after I canceled which was a long arduous process because you can't ever get through the customer service the girl that I spoke with told me they didn't want the equipment back I could do whatever I wanted to do with it I could even throw it away so I took the sensors off of the doors and the windows and let Vivint install equipment and I did throw the door and window sensors in the garbage but I kept the Simon XT monstrosity size panel. So after getting rid of Vivint because of their bait and switch and impossible customer service I called Brinks I figured 14.99 was a good price I explain to them about the sensors on the doors and windows six total that I've had for 15 years. So even with a new 48 month contract they would not send me out any new sensors so I ordered 2 @ 99.00 why sign up for 14.99 the sensors are off of the doors and windows there's nothing to monitor! And he let me sign up knowing that! I'm thinking maybe I could get some new sensors sent out and he said no! So I purchased 2 and I thought I'd go to Amazon and buy some sensors for the windows because I was not going to replace the six sensors it would cost too much money at brinks! I was used to way Protect America did things if you signed another contract for 36 months it was never 48 months or 60 months which is outrageous! but if you signed up again for another 36 months you were entitled to discounts on equipment and some of it may have even of been free with a new contract. Brinks didn't even offer new signs when they took over I still have the Protectamerica signs they just took over and increased my bill and I got nothing in return but the worst customer service on the planet is what you get! February 10, 2022 to today is February 14 2022 and I realize 14.99 plus the $6.40 taxes and fees is 21.39. Yes it's a lot less than 57 but he didn't explain that there would be any taxes and fees! the senior manager Alex I spoke with I asked him multiple times is the 14. 99 and a contract i won't see any increase right? it won't go up that's the deal right? Oh yes that's it! that's all you'll have to pay every month oh yes that's it he said no mention of the taxes and the fees when I was talking to him he neglected to tell me that. I believe it's illegal that you purposely avoided any mention of taxes and fees I'm a senior citizen on a budget and needed to know what my bottom line is actually going to be! he made it seem like he was doing me a favor when an all actuality he was just trying to make a sale at any cost this was a verbal commitment over the phone and he intentionally missed the most pertinent parts of the deal. So needless to say I'll be calling them first thing this Monday morning February 14 and if I have to get my lawyer to help me then I will. read more

Brinks Home - Outdated junk! If they don't want it what makes them think I do? - Home Automation Near Me - Dallas, Texas

If I could give this place zero stars, I would. I received a notice on my bill stating that our alarm needed to be "upgraded." It listed a number to schedule a tech, I called it. After waiting for forty minutes to get a customer service person, I decided to try the text number repeatedly suggested on the hold line. You cannot schedule a tech via the tech line. I decided to try their online portal. You cannot schedule a tech via the online portal. Our alarm system stopped working now. So we really need a tech to come by. I called back using the same number listed on the bill. I waited for forty minutes again before finally getting a person. It took about 20 minutes to get the correct team on the line and schedule a tech. They were scheduled for November 12th. I was assured I would receive call the day before they came. Nobody called on November 11th. Nobody came on November 12th. They started texting me to schedule an appointment on the 15th. I texted with them for two hours from 12-2pm on the 15th, as they attempted to schedule an appointment. They finally sent me a message at 5pm saying they are now closed. I tried again on the 16th. Texted with them from noon to 1pm. They said they would transfer me to the proper department and apologied for the delay. They sent me another message at 5pm saying they are now closed. I am currently on the line with them attempting to schedule the appointment again. I will update with how this is resolved. Update: On November 22, they called me back and scheduled a tech for November 29th. They told me that my account never had a previous appointment scheduled. I asked them how I know that this appointment is actually scheduled if no record of the missed appointment exists... Maybe this one doesn't either?? They agreed to text me the name of the company and tech who would be arriving, along with date and time. No email was sent, just a text from a random number. I stayed on the line until I received the text from "Chelsea" who was very nice. The. Person on the phone was also bet nice. She agreed to comp the account for one month service because the system hasn't been working. The tech actually *did* come yesterday and upgraded the system and replaced batteries in every piece of equipment that was dead. It took awhile to do the work but he was nice and thorough with his repairs. And, Brinks did not charge us for his time but I wish I could charge for mine. The general service is... Fine. The alarms go off when they are supposed to now that they have upgraded the system. read more

This company is a fraud. They are attempting to charge me regular monthly fee when the equipment I had wasn't working....I called them and they promised new equipment which never happened. In the meantime they kept charging me till I called my Credit Card Company and blocked all further charges. They have crappy service...stay away...lots of better choices! read more

System needs an upgrade...good luck. Multiple calls, countless wasted time on hold. No call backs. Also, when we started our "contract" with a local company that was bought by brinks our bill was around $60 per month. Now with brinks over the course of the last year or so it is up to $81 per month. Cancelling our service if we can ever get a hold of someone. I've never witnessed a greedier company that raises a bill consistently without providing anything more than they had been. Can't even schedule an "urgent" software update but they have no problem constantly raising our bill. read more

Was an Alarm.com customer for over 9 years then Brinks took them over. Alarm.com had great customer service, Brinks...awful. I was on a month to month basis; NEVER do a 3 year contract with Brinks. Actually, just do not use Brinks Home PERIOD. 1. They kept raising prices every 6 months, it was either one fee or another. 2. Recently, Brinks alerted me that I had to do a 'free' upgrade of my system to 4G since 3G will no longer be supported in 2022. I called them and scheduled THREE times and all THREE times, no technician turned up. No email, phone call, just no shows. Each time I call back, the agent tells me, oh let's just reschedule. Each time their 'technician' (they outsource everything) would call to schedule then never show up. BTW, each time I called in, 45 min wait. Over 2 hrs of my life wasted. 3. Fed, up, I called to cancel, was put on hold for 1 HOUR to get to an agent who tried to give me silly offers to stay. $2 off a month etc. etc. When I told them to just cancel, I had to be transferred to a 'cancelling' agent. So was on hold for another HOUR (total wait time, 2 hours). Agent tells me, nope can't cancel, we have to send you a document to sign. Okay, fine. 4. Got the document, signed it, send it back. Next day, I get a threatening email tell me that I cannot cancel because I was on a 3 year contract and that I will need to keep paying until the contract was up. Nice try, I am on a month by month basis. Called up Brinks YET AGAIN and agent tells me, oh email was by mistake. Somehow, I don't trust Brinks and now will have to keep an eye out to see if they keep charging. Very deceptive and slimy business practice. There are plenty of other security companies, please do your research and stay away from Brinks. read more

I am genuinely shocked at just how extremely bad Brinks customer service is. I am shocked just how long once Brinks has your money that they then take to respond to you.., that Brinks takes to install equipment that you buy from them and just how little Brinks cares about your wait time(S). Yelp friends - Look at my review history I recognize the good and don't complain about businesses - until now.., Brinks just doesn't care about the customer @ Brinks and you should genuinely do your due-diligence before giving Brinks your money. I am now to the point of securing counsel to get me out of these very BAD agreements that I have on my home. I signed both of my homes up for Brinks on the same day in Sept. 2021 - In one home.., the system / alarm had been installed.., the system went off yesterday and we had no / zero contact from Brinks except an alert on the Brinks home touch screen ~ the alert on the home screen said that the back door was opened (the alarm told us that) - we had NO contact of "is everyone ok" from Brinks.., No "did you have a break in" from Brinks.., no "do you need police" from Brinks.., nothing. (nothing executed in relation to what I thought I was paying Brinks for). In our other home although a system has ALREADY been sold to me for hundreds of dollars and sent to my other home.., Brinks now in November has not been able to set up an installation for our second home because..., "there is not a Brinks Technician in the area to install" - "Brinks is looking for a contractor/ Dealer that may be able to help me"..., that they (Brinks) after an hour + wait, "can't get a response and Brinks now has to go elsewhere now to find someone to do our system install" and lastly "here is a Job number #xxxxxxxxx if they at install don't call me back - I can call them back and give them this job number". ~ Like I have hours to do this / wait again. I have been on multiple calls for LONG wait times trying to get the systems installed and after multiple waits of over 45+ minutes, I have been told by Brinks employees that all calls are taking at least an hour and a half because.., "they are trying to deal with all of the AT&T customers moving over" and STILL a resolution is nothing achieved. I am just shocked at the Brinks company deplorable service. I guess Brinks believes if they don't call back, a customer can call them and wait for hours plus because our time is not important? Before posting this honest review I attempted to email the entire Brinks Executive Team to talk service and I received no response. DPertz@brinkshome.com, wNiles@brinkshome.com, cjohnson@brinkshome.com, jautry@brinkshome.com, jchancellor@brinkshome.com, klyons@brinkshome.com, Dkalwani@brinkshome.com Friends, Be cognizant on your spend - the customer service is very poor at Brinks. read more

Needed to program a new sensor, old one failed. Installing was easy enough. I called twice yesterday. After 2 long waits, one short conversation, I was disconnected each time! Tried you at 4:49. Waited and waited only to be told at 7:54, tomorrow. I need my side door reactivated. Installed new sensor. Now I can't even access the panel, says wrong code entered! Was contacted this morning at 9:10 am today. Finally resolved at 11:41, by something they were able to do at their end. Why wasn't this done in the first place yesterday? 5.5+ hours in all. Agent said she was working 5 customers at once, I said not acceptable. I know there are staff shortages but this was ridiculous. Was great for years until today. Seems all customer service sucks lately. read more

I've called almost 5 times to request for cancellation to service because we sold our home Sept 22nd 2021 in Gilbert AZ 85295 Was put on hold for 1 hour the first time , was later transferred to someone who said to call back on Monday because they can't cancel the service. They are only the call center. Called back and was on hold for 1 hour again , then got hung up on. By the 5th time I was put on HOLD for 2 hours. Representative came on the call and said she'll send me the link to esign that we are cancelling. Wait for 48 hours to receive the email and if we don't get it, call back. Never got the EMAIL. I am frustrated with what needs to be done just to cancel the service. I have a job and don't have time to wait 1-2 hours for the idiotic way to cancel a service via a LINK the rep has to send you just to cancel the service. Brinks was quick to call for money and even though I told their office I wanted to cancel, I'm still not getting results. I was even told I had to give them 30 days notice to cancel but I had to pay the bill. So I did. I wrote them a letter addressing it to the billing department and cc to the PO Box 814530 Dallas TX 75381-4530 where the mail came from. They are one of the worst ALARM Security company where customer service is concerned read more

I urge you... Don't use this company! Bait and switch selling techniques and the worst part is the cameras stopped working after 3 months. No warranties and the cameras stopped working after 3 months. Cameras are by Alarm.com - cheap china made cameras and they don't back their products. I feel bad for the troubleshooting team who has to deal with very unhappy customers due to bad company policy! Save yourself the aggravation. read more

The worst company I've ever dealt with and customer service that does not exist.. I have been trying to reach someone in the corporate office regarding my experience.. Good luck with that won't happen you can't reach anybody.. When you call customer service it's about an hour on hold to reach somebody that usually is pretty rude and unhelpful.. They could not connect me to anyone in charge or supervisor... This place is a joke.. Hopefully after they read my review somebody will contact me regarding my account and everything my wife and I have gone through dealing with this headache. Are issues have not been resolved with about 4 hours of hold time. read more

I'm an ATT Digital Life customer who had to move to a different company because ATT is no longer doing home security. They partnered with Brinks for a smooth transition. FAILED! FAILED! Failed. I've spoken to numerous customer service reps and they have been unable to make the transfer happen. Totally failed attempt. Go somewhere else for alarm service. MORE TO COME!!! read more

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. I've become sick of paying the added money and decided to cancel. I called in an attempt to do that. The customer service rep wouldn't cancel my contract. She kept telling me the reasons why I should remain with the company. In the process, she lied about two things: *Claimed my system was unique to Brinks and that nobody else could monitor it. Not true. I have a Concord 4 system that can be monitored by many different companies. *Claimed the $6/month fee isn't a fee at all but really just local taxes. Not true. My bill makes clear that the $6 is a fee. I asked for a supervisor. I was told none was available. During the phone call with the agent, I asked her nine times to cancel my service. She finally agreed to do so. She said I'd receive an email with a link allowing me to cancel within 48 hours. No such email arrived. Instead, I received multiple emails asking me to reconsider my decision to cancel by offering to sign me up for a contract -- at a price that's higher than what I now pay! Four days since my call to cancel, I've received no email allowing me to cancel. I've made multiple follow up calls seeking to get that email and cancel my service. Each time, I was told the email is coming. It has not come. And, yes, I've checked my spam. The Brinks website says, "the month-to-month rate allows you to cancel your service at any time." I told the supervisor that's what I wanted to do. The supervisor told me I had to provide 30 days notice, as described in a now-expired contract I signed with LiveWatch. The email that Brinks hasn't sent was supposed to trigger the 30 day period. Message to Brinks Home: This is not how you attract and retain customers. I will not do business with a company that lies to its customers, won't allow cancellation and wastes my time. read more

Brinks Home Security (Dallas, TX) is conducting dishonest business. I've been their customer for 27 years while they were still Monitronics. When in December my security system broke down, I called them to request a service call. They quoted $800. I immediately informed them that I want to cancel the service. Instead, they transferred me to Customer Retention, where an agent promised to reduce the service call charge to $25 and replace free of charge 2 glass breaker sensors, 3 smoke detectors and 2 control panels. Also, a reduced monthly fee was offered in exchange for a verbal agreement to extend the contract till 1/4/2026. When 10 days later a technician arrived, he didn't do the job saying since the hybrid system was outdated and couldn't be integrated with new equipment. I called customer service to cancel the service. Again, Retention promised all of the above plus new remote sensors for the doors and windows to make the system work. New appointment was made, then cancelled by Brinks. I had to waste hours on the phone to get a new appointment. The next technician arrived with a bill for $1,800. I called Brinks, and after a run-around, they gave me complicated instructions regarding cancellation. The technician did not start the job. I followed the instructions in their email and cancelled the service. The reply I received informed me that they require a 30-day cancellation notice and that I owed them for another month. Then on 2/3/24, I a letter arrived stating that I have a contract with then till 1/04/26, even though they had not provided equipment replacement and agreed upon repairs. I've had no service since December 2023, while they continued to charge my credit card. I filed a complaint with Better Business Bureau. They are making up rules as they go. They are engaged in lies and customer fraud. read more

Well well since Brinks took over my account I start getting all kind of bills. Was paying $19.99 now the last bill was $37. What a scam. Called to Brinks and got the guy on the phone, not sure what he smoked but it was awful conversation. Waiting the end of my contract. This company is a joke. Don't recommend even my enemies. read more

I've had the service for years from Protect America which later became/transferred to Brinks Home. I had a fire alarm and few glass break alarms (all false alarms) and I did not get any call from Brinks Home to check about the alarm. Now I'm trying to cancel the service and they only allow to do it over the phone (no online, email, chat or text options) and I've been trying to get a hold of them for days, I'm waiting on the call for hours without being able to reach a representative. I was able to get to Brinks Home Executive Response Team 1-888-758-5900 but they refuse to cancel the service and insist I need to speak to their cancellation department, which is unreachable. I saw other complaints on the Better Business Bureau website with the same issue where the Executive Response Team were able to cancel the service, but when I called them they refused to do so. read more

Brinks Home - Waiting on a call to get to an agent - Home Automation Near Me - Dallas, Texas

Update - I waited out my 3 year contract and finally think I can rid myself of this awful excuse of a company. Of course, I had to wait 1 hour on the phone to talk to anyone, and they REALLY tried to talk me out of it until I was as blunt as I could possibly be. Then they proceed to send me multiple emails trying to get me back. Seriously?? Also -- they double charged me a few months back, I emailed customer service about it, and NOTHING. I refuse to wait an hour on the phone to talk to someone that will just give me the run around. I'm reporting them for straight up fraud at this point. And to top of off their security system never really worked, except for a few false alarms that caused the police to show up due to their crappy sensors. read more

Been on the phone since 1pm and now is 3:30pm still waiting for customer service to cancel service as we are in process of moving. An hour into connecting with customer service requesting to cancel, they requested me to hold while they review the paperwork. Not sure why it would take 1 hour and 30 minutes and still not be completed. Never had this poor service while at Protect America for almost 10 years before Brinks took over. Anything over 15 minutes of wait time is unacceptable. Staff up!! Give me a good reason to use you again after moving to new home when you can't. 3:40 now = finally got someone but is technical support instead of customer service. back in the waiting line. Brinks - this is very frustrating. You can do auto pay enrollment to take money directly from the bank but can't remove it from your website? That's great personal protection to ensure you keep charging the end user regardless!! read more