They won't consider cancelling a 63 year old, disabled family members's account. He lost his job, home, car, finances, freedom yet Brinks continues to take money from his tiny disability check every month while he's incarcerated, which will be 10 - 25 years. read more

This company is the absolute worse. I tried to pay my bill online and the system was acting up. Trying to get tech support was a nightmare. I was transferred to the wrong people and hung up on; I spent 20 minutes on the phone. I finally got through to cancelations, but they were also no help. I want to cancel with them so bad, but it will cost me $1000 to do so. DO NOT USE THIS COMPANY. There are a lot of options out there, go with anyone else. read more

Brinks Security continued to increase their monthly rates without warning or any increase in security services. I called to cancel my service because of these increases and was offered a number of other services including an in home video camera at a lower price. I specifically asked the attendant how long I would be able to have this rate for as the reason for canceling was due to random price increases and I was planning on re-locating and did not want to waste money on services I could get cheaper with another company. The attendant told me that she could guarantee that price extension for 36 months. I okayed this. I have now re-located and I attempted to cancel my service and Brinks now tells me that when they told me it was an EXTENSION that this means I entered in to a contract for 36 months. Understand that before that phone call I had already fulfilled by previous contract and was on a month-month service. After speaking with the supervisor she still insists that the word extension means contract and is charging me the full 36 months in order to get out of a contract that I never agreed to in the first place. When I was attempting to explain to the supervisor (Elia) that I do not feel like that was made clear she kept cutting me off. I had to ask to "please do not cut me off when I am trying to explain". This was the worst customer service experience I have had in a very long time. I feel like Brinks uses jargon terms to deceive their customers. I also think that their supervisors are not suited for customer relations. read more

My panel was not communicating alarms to Brink's monitoring. After wasting much time trying to get through to tech support, I gave up and cancelled. read more

DONT SIGN ON WITH BRINKS. Horrible equipment, never worked properly. Rude customer service will not escalate issues, just endless service calls that never solved the problems like sensors going off all hours of the day and night. Will not let you out of contract for failure or breach. I finally just paid these bloodsuckers off to terminate and am getting some small satisfaction here by letting anyone who is considering Brinks Home Security not to go there. Steven M. read more

I give this company NO STARS! I have been a client for about 2 years. I moved 3 months ago and was told that they would move my system for no charge. Found out it was actually going to cost $299 to move my system. OK fine - I understand. However, I also had to extend my contract for an additional 18 months. I was not happy about that, but decided it would work. I have been in my new home for 3 months and still do not have a system installed. The tech has canceled 3 times to install after I have changed my schedule to be home during the set appointment time. They have continued to CHARGE me for service all three months. I want out of my contract and have decided to hire legal action to make it happen. Do not do business with this company. read more

Horrible customer service. Contacted Brink two weeks before I was moving to let them know I was moving so I would be all setup and ready to go. Called them right before I moved to put my devices in offline mode. After I moved I setup my own equipment and called to have it put back online. They said I have to fill out a move form and they would email me to confirm in 24-48 hours. I was never told I had to do this when I called the first time. It has been now four days and never got an email. I filled out the move form online and that did nothing. I have called 5 times and no one has been able to help me yet. One person changed my billing address but not my actual service address. If you call after hours the move and customer service departments are closed. They outsource their after hours support so the language barrier makes it impossible to get any help. Instead of getting my service reactivated they ask if I want to lower my price and then stick me with a longer contract. DO NOT GO WITH BRINKS HOME SECURITY!!!!! Negative 5 stars. read more

EXTREMELY DISAPPOINTED in Brinks! I cancelled my account over the phone on May 24, 2021 and was told it will take 30 days. I agreed to 30 days of billing. then I got calls in July from Brinks asking for $83. I called the customer service today (July 9, 2021) and was SURPRISED to know that I was still bring charged! I was never told by the first agent whom I contacted in May that I will have to sign a document for cancellation (that is without having a contract with Brinks!). Now I am told I will have to pay over $125 just for cancellation! I just hope someone pays attention to it and makes sure it does not happen to them. Stay away from scammers! read more

Customer service is usually overseas and half the time, they have hung up on me when the reception gets choppy. Very BAD!. Brinks is the worst read more

Can't cancel service. I have called 3 times and talked to 6 people. They tied me up with a 7 year contract when I moved or I would have had to pay $700.00. 7 years are up and I still can't cancel. They have been charging me $28.03 for 7 years. I was originally with Monitronics but somehow Brinks took over. I would think twice. read more

Smoke/fire alarm failed to operate during an incident which resulted in heavy smoke in home. Alarm monitor told me to get a ladder and manually set off my alarms to check their functionality (11 foot ceilings, I'm in my 70s) but offered no assistance (alarm tech response). I responded to two satisfaction surveys with negative comments, still no contact. I called to find out when my contract expired so I could cancel, received immediate response. Problem now solved, cancelling when contract expires. read more

I can't wait until my contact is up. Everytime I call them I have to get mad and yell. Everytime I need something it s a 50 dollar cost. 50 dollars for this or that. The contact is for 4 years and they do not explain that the warranty on the cameras is only for 1 year. If you do not pick up their 5 dollar extra a month then you will pay at cost for someone to come out plus the cost of the cameras. Wow I pay over 60 dollars for what. I have called to complain and gotten supervisors who can wave the fee but why do I have to do that. They sent a tech out they sup contract that work and the tech was horrible and rude and they just noted it and apologize. Not only do I want out my contract I want an apology for everything that has happened. Won't happen but I will tell everyone how horrible they are. read more

I bought equipment and signed a contract with Protect America. Unfortunately , Brinks bought out a really good company. I went from getting phone calls to check on me, to an alarm going off and no response from Brinks. NO RESPONSE FROM BRINKS. I had to make multiple phone calls to get Brinks to respond to my system alarms. I spent a long time on the phone where the guy said he wasn't even seeing my fire alarm signal. I have since tried to cancel the service after the contract ended. Brinks has a multi layer entrapment process when you try to end service. I had to wait days for a link to cancel, and the email confirmation states i may have to wait 30 days (!) to officially cancel service. I got a security system because i am a single woman with a restraining order against an ex. Brinks feels like a bad relationship i can't escape. I paid over $50 a month for no response from alarms, and when i try to break ties they won't let me go. NEVER do business with this company. read more

Lazy, fraudulent and dishonest. And those are their good points. I signed with Monitronics because they had a system identical to ADT and it was $10 per month less expensive. Over the three year contact they managed to raise the price 40%. They do not notify police when an alarm goes off. They call you and leave you a voice mail. And their customer service sucks. Be ready to stay on hold for 30+ minutes if you need something. But that's not the cherry on top. When my contract ran out, I called them to cancel and got the run around. Eventually they agreed to let me cancel. I signed the electronic documents to terminate service and three weeks later they withdraw money again. I called them and they told me it will be another 30 days. So I will have to pay yet another month of service! Don't fall for the lies. ADT really is the king of home security. read more

Worst customer service I've ever seen. I've emailed them 3 times and still no reply.

I was super excited about getting a modern quality security system that I could access from my smart phone. Not only did they not install everything I ordered (and paid for) less than 9 months later almost nothing works. I was just on the phone with them for over an hour and they were not able to fix one of the four things that are wrong with my system. And they can send a tech out for almost two weeks. Please use someone else. read more

Horrible company!! I called and texted them 15 times to fix my system. They hung up on me 3 times in one day. When they texted me back, they never answered one single question I asked. When they said they would send out a tech guy to fix my system, the person never called me. I could continue on how awful this company is, but I will stop here. Also, they never answer their phone. I cannot imagine if someone broke into my home. It would take Brink's hours to call the police. Run from the company. We had Monitronics for 17 years and then Brink's bought them out. Monitronics was awesome! read more

Update. One month later. Still getting bills. Still getting late charges and extra fees even though last month they credited the account with "Good Will" credits. Call customer service and get the run around again. This time it is shut off. Excuse X. Excuse Y. A Customer Service Manager is not available. But don't sweat everything is set to be shut off going fwd. Hmmm...same speech... different month. I went ahead and canceled my personal contract with them as well. Maybe ADT treats people better. The ironic thing is the Brinks 800 # starts in with "Rated #1 from JD Power..." read more

AT&T customers beware -AT&T directed us to brinks since they were discontinuing their alarm system. We had appointment scheduled for installation by brinks on 9/29/2022. The installer never showed up. I make 7 phone calls to customer service from 10am-3pm - they assured me someone would show up despite them not being able to contact the installer. Finally at 315 pm they informed me the installer called in sick for that day and would not be coming(big surprise since he did not show up). They rescheduled our installation for 10/6/2022 between 8am-12noon, received a message that day that installer would arrive between 11:48am -1:48pm, NO SHOW, NO CALL again on that day. I called customer service (only to be put on hold repeatedly and waiting for 48 minutes) to speak with customer service rep and customer service supervisor. No one could tell me why the installer failed to show up on that day and they stated they could not reschedule at that time but I could call back the next day to reschedule or they could have someone call me the following day to reschedule ("and it would be put in as top priority). Well we are now at 10/10/2022 and I have not received a call to reschedule. I don't understand how a company that claims to keep "millions of homes safe" cannot even manage to give me a phone call to tell me the installer is not going to show up x2 or to reschedule my install. I cannot imagine not showing up to a job twice in a row and not calling to inform the person who is spending the whole day waiting on me. Honestly if this is acceptable behavior I am not sure I want them protecting my home at this point. It is obvious they do not care about customers. BTW I had to wait over 48 minutes to talk to a customer service supervisor(Jackie) which leads me to believe there must be a lot of other complaints going on. Once I did speak with the customer service supervisor (who was the one that assured me someone would call in 24 hours to reschedule) she acted as if they had so much business from AT&T referrals they did not really need my business anyway and were not concerned that their employee failed to show up without calling. I don't know about anyone else but my employer would certainly not overlook a NO SHOW NO CALL type of employee - I find this very disrespectful and irresponsible......VERY POOR CUSTOMER SERVICE TO SAY THE LEAST read more

This is one of the more expensive security monitoring companies and their customer service is TERRIBLE!!! It is difficult to get help and when help is provided it is not done appropriately. I will never use this company again read more

Brinks Home Security Systems gets a D in customer service and product quality. I had a video doorbell and side camera installed. The doorbell works MOST times but the side door camera never worked properly. They stalled and stalled until the warranty expired and then increased our monthly bill to add a maintenance agreement only to say it doesn't cover the camera like the rep said it would. They want to make me pay to replace equipment that never worked right and the tech fee. What a scam. We are locked into an agreement even through they are not holding up their end of the agreement by not providing working equipment and quality service. Isn't that breach of contract? I'm not sure how they got their JD Powers rating but it makes me wonder about JD Powers. I inherited brinks when they bought my alarm company. As soon as I get out of this contract I'm gone. Run from brinks they are horrible. Anyone filing a class action suit? I'll join and I'm sure all the other BBB complainants would also. read more

HORRIBLE!!! If I could give negative stars, I would. Brinks bought out our previous security company, renewed our account without notification or permission, then refused to cancel the account despite multiple hour long phone calls. We haven't used the service in over 2 1/2 years and are STILL being billed!!! DO NOT USE THIS COMPANY!!! read more

I finally got their "cancellation" form on May 7th (promised me they would send on April 3 so they could bill another month). They of course did not send a copy of the contract I supposedly signed since they don't have it. Their paperwork is written all in their favor and takes all rights away from the consumer. I signed it and stated I disagreed with the terms. I also filed a complaint with the BBB in Dallas where they are located and they have at least acknowledged the receipt of the complaint. Jacob for your information my account number is 24353690. All I want is out of this contract as fast as it can be done and they are certainly dragging their feet. read more

I have been a customer of Skyline Security/ Brinks Home Security since February 11, 2020. As of this writing, there have been at least 15 false alarms. Three different technicians have come to replace sensors in different areas of my house, yet we continued to experience false alarms. The police have made three false alarm visits in which I had to pay a total of $170.00 Their office advised that it would reimburse me for these false alarm fees but has failed to do so. I have tried to cancel service but they keep insisting I am under contract with them and threaten to send my account to collections. In the mean-time, they continue to call me everyday to collect for a service that has not worked since the day it was installed. I mistakenly believed that Brinks was a reputable company that would stand behind its product. This company is very unethical and shady! read more

All of the reviews regarding cancellations are true. I have been trying to cancel for 3 months. No need to explain as the reviews before me say it all. I will NEVER get an alarm like this again. read more

I had a CO2 detector stop working December 2020. I called Brinks and they told me they will send a technician to replace the CO2 detector. They gave me a ridiculous time frame of weeks to get it replaced. I went to Home Depot and bought a CO2 detector and installed it myself because during the winter months is when we need the detector the most. Brinks never called nor did they show up to replace the CO2 detector. Fast forward to May 2021..... time to renew my contract. Brinks called me and asked me if I want to renew my contract. Reluctantly, I signed a new 2-year contract under the conditions that the CO2 detector I bough will be reimbursed, replace the broken CO2, and install a new sensor on my garage door. So far only the 2-year contract and the CO2 has been replaced. The technician told me that he needed to special order the garage door sensor. That was beginning of May 2021. Today 6/5/2021 I still haven't heard back from the technician about the new sensor. Are you recognizing a pattern here? Additionally, I was billed for my regular amount which means they did not honor to pay me back for the CO2 detector I bought and installed because their products went bad. I highly recommend to stay away from this horrible company who do not honor agreements or who don't care enough to follow up to keep their customers safe. I can go on and on about customer service, but let's just sum it up as....... extremely aggravating. read more

They suck. Enough said. Customer service stinks. They will call you non-stop for $35. Not joking. Seriously psychotic. DO NOT sign up with them. read more

I recently wanted to change my Security company to Brinks. I set up an appointment 5 days in advance to get a time for the install that worked for me. I was assured that the installer would be prompt, 2 hours later I cancelled due to no show! If they can't show up on time for the install, how can you trust them to have your security? read more

Their customer service in regard to equipment not working, signs not delivered, account contacts not being correct and password reset not working is horrific. Their cancellation policy is designed to squeeze extra money from you: 30 days after you sign a document that takes them a day to email and which includes a provision that you give them the right to continue to market to you. As noted before, this is a deliberate delaying tactic. I signed up with Protect America which was sold to Brinks and have never had a contract. Protect America was great, Brinks is horrific. read more

I wouldn't know how their actual service is because I can't get a hold of a sales person. I've been trying for 2 hours, it's an absolute joke of an operation. They wouldn't have even had to do any work, I was ready to sign up but clearly they don't want my business and if this horrendous sales experience is a testament of how the customer experience will be after I subscribe, I don't want their business either. I just now wish I didn't invest so much money on Nest Secure components, since this joke of an operation is the only company that offers monitoring for it. I guess I will have to figure something else out. Thanks Brinks for costing me a ton of money and being literally unreachable, suuuuuch great customer service your company has, turning away money as a result of utter incompetence. read more

Moni bought out a company called Capitol Connect.(Which we had no idea of) Capitol connect (which I'm not convinced is just a DBA) sent over door to door salesman that lied and sold us a bogus deal and contract and Moni isn't helping resolve the issue. The salesman stated that we would be getting upgraded equipment at no additional cost only to have to switch over and finish out the rest of our 1 year ADT contract. That was not the case; apparently signing a NEW 5 year contract! We are renting and would never sign a 5 year contract on something we rent let alone the lease was up the following year. So now we have 36 months left on this contract that we are responsible for and when called to cancel and stop payment their version on customer service is to threaten Our credit by sending to collections! We called 4 different times and each time asked to be transferred to a supervisor and they would not do it! Refused to even! As if our concern was not important enough. Its hard to believe that such a big company (#2 in security of all the USA) can do absolutely nothing to help the situation. When you buy a company, their faults become your faults and it's apparent that they don't care that they have customers locked in to shady contracts as long as they're profiting. Also, they have not responded to one alarm that has went off!Their call center must be closed, non existent or in a meeting like the supervisors we asked to talk too! read more

In 2010 I hired a small local company, they were bought out by Monitronics. Monitronics was ok. Then later they became Brinks. Up to 45 min wait times on the phone, they did not respond to ALARMS, failed several times with no good reason, and they would not let me quit despite an 8-year account. Rather, they will email me and then a 30-day quitting process, no email yet. I had to get a new credit card to stop them from new charges. Pathetic. Avoid, find a small local company that is competent. Large monitoring companies will not keep your family safe. read more

Been trying to cancel our account and continually get the run around of what #'s to call and what the hours are! Customer service is a joke and a mystery, a tricky business tactic for this company! Very dissatisfied with Moni, poor customer service representative's, sorry you have to be the one that hear all the complaints but the company you work for lacks any integrity! read more

Horrible company, their predatory business practices are clearly legendary if you read through the other Yelp reviews. They told me the account was closed and continued billing then when I called them again they said "oh you have to sign something and pay what is owed" Fraudulent charges, fraudulent closure so they can continue billing, and elder abuse. I have filed a claim with the BBB, the state of Georgia for predatory business practices and will be filling with the securities and exchange commission today. This is a terrible company, buyer beware do not sign anything with this company. read more

MINUS ZERO if I could. We bought this home 10 months ago. We have a top of the line security, fire, smoke, co2, system through MONI that came with the property. This is a nightmare! The service is worse than terrible. The alarms go off all the time and you spend at least an hour on the phone and on hold and they still do not fix the problem. For more than six months we have been unable to use the security portion, the smoke alarm goes off regularly while using the stove (which is clean), the fire alarm goes off frequently. This morning a detector battery alarm began chirping and there was no way we could figure out how to change the batteries since they seem to be buried in the unit. I spent more than an hour trying to track down a user manual for the 2GiG by Intertek to no avail. Soon after that all the alarms in the house went off and our code did not work to turn them off. So far, we have spent 2 hours on the phone arguing with people to resolve the problem. Finally they said they would send a service rep out right away. "Right away"meant a week later which is unacceptable. We decided to cancel our service and spent another hour mostly on hold waiting to talk to a manager. Of course she gave us the run-a-round trying to get us to change our minds. When we insisted the contract be cancelled, we were told we would have to pay for 26 months left on our contract. DO NOT USE THIS COMPANY. We will file a complaint with the Attorney General. read more

Worst company. I really don't write bad reviews often, but this company is upsetting. I guess if you scrolled through the reviews you've already seen that they lock you in for the first three years (who does that?! Not even cellphone companies do that). Since we wanted to get out ASAP we were told on the phone that that only works if we pay the rest of the months of the three years right away in a one time payment. I asked if we would have service until the end of our three years and they said yes. So I thought to myself okay fair, at least we won't be caught up in a follow up lock-in contract or anything like that (it was even hard to get to this point, at first they kept telling us that there is no way to cancel this early). So we paid a lump sum for the remaining months on the contract and now they're telling us service ends in a few weeks (way before the end of the three years). Even though we paid until the end of the three years. Basically we paid for it without having service now just cause we wanted to get out. Who does that? Stay away! read more

My system has not worked properly since July and I have wasted countless hours on the phone to get it resolved. It is beyond frustrating and no one ever calls you back. This is by far the worst company that I have ever dealt with. They continue to charge me for a service that they are not providing. Judging by all the reviews, it seems the experience is the same with most customers. In a time when we want to feel safe in our homes, they are not holding up their end of the contract. Maybe we'll get some attention if the news media gets involved? That will be my next step if this is not fixed by the end of this month. I'm done. read more

Hi Please be aware that this company has little to no grace when it comes to canceling your service. They will charge you the full amount for however many years you have remaining. I have been trying to cancel for 2 years but paying the monthly fees every month until it was low enough for me to payout and cancel. In this time i had moved and had not been able to even use the service. But i was told that it did not matter i still had to pay over 600 dollars to cancel because i had a year left on my 5 year contract. read more

We purchased equipment from the Alarm Guys, May 10, 2014, which aligns you with Monitronics (aka Moni Smart Security). Five months PAST the END of my contract (May 10th, 2017), after sending a written cancellation by snail mail, to Moni, to cancel our service, I am still being charged monthly. We sold our original home, left the equipment there,16 months ago, never reconnected service to our new home, paid our contract to the end, called 4 times now, and are still being told we need to fill out the DOCU-SIGN email, that NEVER comes AFTER THE CANNED SPEECH.."IT WILL ARRIVE IN 24 TO 48 HOURS. I am very computer literate, and check spam and inbox. Staff for Moni claims they need 30 days to cancel the service, contact police departments etc (which were never contacted since we moved 16 months ago). Staff turns over frequently, as noted by new staff. Complaints on the BBB are in the thousands, yet some how they claim to have an A rating, I guess the name change from Monitronics to Moni is a loophole. Save yourself the headache which is sure to come by using Moni, who, also over charges in comparison to other comparable monitoring systems. read more

The predicaments with Brinks continue. I am honestly extremely worried about the integrity of the company I am dealing with here. If I do not monitor my transactions with Brinks, it appears there is always a non-authorized charge to my card. When we signed up with Brinks, we were presented with two options: pay $275 upfront and pay $29.95 monthly, or pay $99 upfront and pay $37.95 monthly. We chose the first option. For some reason, despite this agreement, there is a $677.95 charge on our credit card from Brinks. I will at least give them credit and mention that every time we call and wait for 20 minutes, the agent we speak to is able to rectify the situation, but then it keeps happening repeatedly. The rectification involves a refund "that will take 7 days". Why 7 days to give back when it takes you 7 seconds to take? This process is becoming very annoying, and we are currently past the 30 day mark where we could have backed out the contract. read more