HORRIBLE COMPANY AT ALL LEVELS, BEWARE, THEY ARE THIEVES
I have never been so dissatisfied with a company more than Brinks Home Security. I have been a loyal customer for the last 15 years. Their customer service is horrendous with long hold times of 40 minutes and expect to be disconnected. Forget about their escalation department because they are no help and every concern falls on deaf ears. My panel is inoperable and has been malfunctioning. It's not even getting signals to police and fire! They provide no leeway for assistance to long time customers. They expect you to fix your own system and offer no help. Brinks has dropped the ball on me for the last time. I am so disgusted by their treatment of customers. I had originally signed up as a customer of Monitronics and they were extremely helpful and courteous. Of course, when Brinks took over the entire procedure changed and not for the better. I am now having another issue and they refuse to assist me with cancellation. I have been on hold, hung up on with no return call. The tech support does nothing for customers. I think they just want people to pay for visits that cost $100.00 per hour. I want to cancel my service but I am locked in. I gave filed complaints to the executive team and social media team. I have contacted the attorney generals office and the better business bureau. Beware of Brinks, they are thieves and train their staff to steal from you. There are class action lawsuits against them as well. Be very careful, people. They are the worst company, ever.
Lisa
Brand new doorknob broken as…
Brand new doorknob broken as installing, garbage quality. Save yourself a headache and money and just buy a better quality door knob.
sam coca
Tell them to GO AWAY! Buyer beware Brinks is Horrible
BRINKS system and customer service has been a nightmare since installation. Moved into a new home in Oct of 25 and have had issue after issue consistently. We were promised items and then come to find out those items were not written into the contract. Sales person also locked us into a 5 year term. Nothing worked so their service person came out to “fix” some issues charging a $30 fee, they unplugged my HVAC system and plugged it into an old surge protector that kept tripping and compromised my heating in winter. This company has no integrity and upon my conversation about my issues they suggest I pay an additional $25 per month for a warranty on their NEW system?!? Be careful when dealing with a smooth talking sales person at your door they will promise the world and give you substandard service and faulty equipment. If I could cancel I would but they are trained to deal with dissatisfied customers like me all day.
Christina Richardson
Don't waste your money on this horrible…
Don't waste your money on this horrible company. They just talk in circles, not providing any real service. It's criminal what they do. They will lock you in to a multi-year contract and there is no chance of getting out of it. When you ask for a copy of the contract, they don't provide you one. Just horrible customer service.
Bill Bradley
Dissatisfied Customer
I have had my alarm for over 20 years. I wanted to cancel my alarm service, and they claim that I have a contract with them and they still haven't sent it to me. I can't get out of my contract unless I pay an outrageous amount of money. They mislead and lied to me about when I could cancel my service without a fee. They are so shady and are definitely not about customer service. They tried to get me locked in for more time with a lower rate. DO NOT use this company because they will lock you into a contract that you won't even see and charge you exorbitant amounts of money. They make it nearly impossible to cancel their service.
Shelley Schenk
Don’t be fooled by their low monthly…
Don’t be fooled by their low monthly fees… the experience ended up being soo expensive. The contract I had was for 5 years for the amount of 28 dollars monthly but they charged me 38 every month. When I called they said there are some fees and … that was in the contract but didn’t have the amount! I asked how could it be? The total shows 28! Here is the first sign!I paid all and happily called last October to cancel since the 5 years would end in Dec and the customer service said that I don’t have to do anything to cancel the subscription because it won’t renew automatically. I got a charge again on Jan and called and they finally passed me through to cancellation and they said you should have called 30 days prior to the last billing so that it would stop but since you are calling us now you have to pay again for the feb because the processing time is 30 days!!!So basically I called earlier not to be charged but I am now paying 2 more months extra! They tried to send me a form to request cancellation but the email wouldn’t be sent! I insisted to talk to a supervisor about this nonesense but they said oh, there could be a technical glitch and we will request cancellation on our end but it still takes 30 days! Such a scam company. Don’t get trapped like I did.
Kimia Salmani
The most awful experience
The most awful experience. I have never dealt with more unprofessional bunch of people. Cancelling service is next to impossible.
Namy
Don’t get Brinks Home Security is one…
Don’t get Brinks Home Security is one the worst security systems we ever had. All the times our alarm went off we never received any calls from them. Then we called and canceled our home security system and they kept on charging us even though they have recorded of our call saying we were canceling. I gave a verbal cancellation they have on record but when I called to get a refund they refused. Keep your family safe definitely go with a different security system. Brinks is definitely the worst choice.
Debi
This company is horrendous
This company is horrendous. You sign up for services, they do not provide. Monitoring, alarm goes off, never hear from them. Never contact the police, $55 a month for the service, they want you to do a monthly, 2+ hour, not their fault. When you disagree and say you are not getting the service you expect and want to cancel. $700+ to cancel. This company is incompetent. DO NOT USE THIS SERVICE!Tried Cancelling again, was told I cannot and was forced to report my credit card stolen. This company is a total disaster! The email is bogus that they left below as well
Noel Bouvier Jr
My cox service was sold to Brinks 5…
My cox service was sold to Brinks 5 months. I keep getting billed for no service Customer service is terrible. I would run far far away from this company.
Robert Tynes
A terrible company
Very disappointed with brinks and their services. It’s been more than 2 months I’m not even a brinks customer. Always paid the bill on time and 2 months later I got a bill saying I still owe them for one more month because I’m supposed to give them 30 day notice of cancellation. Who gives me 30 day notice if I loose my job.If I cancel my service on a certain date I only pay until that date that’s it. Why does brinks need 30 day notice another way to squeeze money out of hard working people. Unacceptable service and the customer service person I spoke with was very rude and unhelpful. As long you keep paying them you are the best customer and the minute you cancel services it’s a different story. Will never or recommend brinks to anyone. Not sure how they can get away from this. Unacceptable and low grade service.
Dang BBN
Brinks cannot service my equipment in…
Brinks cannot service my equipment in the Reno area and are in breach of my contract due to this. Terrible company with terrible service.
Jarrod
Lawarren is a wonderful technician
Lawarren is a wonderful technician. He took care of all the issues we had. He is a personable gentlemen. He did a fantastic job. We are so very happy that he is the gentlemen that came out today!! A pleasure to have him on our home! We highly recommend him for any job!! Excellent employee!!
Ivar Poore
I cant give them a zero
I cant give them a zero. They are a scam. 3 days is all we had to cancel service. They are a company that doesnt disclose facts. Doorbell doesnt work, sensor on door fell off. Tried to cance, said we cant. Lawsuit on the horizon
Rick Johnson
Brinks practices are very concerning
Brinks practices are very concerning. I was harassed by a rep and it was very uncomfortable and mind blowing that they think they can just consistently attempt to pressure you into something. A rep approached me about a system. I told him to send me the information through email so I could review it and give me a couple weeks since I was just moving in. He didn’t send the information, but popped up at my house every week multiple times. And on one occasion posted outside my house. It was borderline stalking. Because of this experience I would never choose Brinks.
Angela
Garbage hardware with garbage service, but an ironclad contract!
I signed up for Brinks Home security, they mailed me all of the hardware, but an authorized installer couldn't come for 6+ weeks. The installer that came installed the panel crooked with the wire running through the wall then to a plug hanging out of an electrical socket. I re-installed it level in a place that wasn't such an eye sore (and fixed the damaged drywall), but I needed the authorized installer's passcode to activate the system. Then the panel started to freeze, which was super fun while trying to disarm it. It turns out that it continues to sound the alarm when the panel is non-responsive and completely white. That happened a bunch. The doorbell camera took literal minutes to connect, despite having a strong wifi connection. When it did connect, it was choppy and grainy with a long lag. Also, when it rained hard the doorbell would ring on its own. Finally the panel died. It just power cycled over and over. I called Brinks to see about getting a new one, but they told me the only way for that to happen was for me to pay for it out of pocket, or to extend the length of my contract. They don't even guarantee their hardware for the length of their contract. I've called to complain so many times. I finally just threw their system in the trash and bought a new one from a different vendor. Now I'm faced with the option to either continue to pay monthly, pay off the contract amount in a lump sum, or find someone else to assume my contract (which I wouldn't do to my worst enemy). So they sell you defective junk, don't stand by their product, squeeze you for every penny possible, and don't care about you for one second. Don't waste your time or money, go with literally anyone else.
Daniel Skelly
I strongly advise anyone considering…
I strongly advise anyone considering Brink’s Home Security to look elsewhere. Our experience has been consistently frustrating, unprofessional, and, quite frankly, unacceptable—especially given the cost and the long-term contractual obligations they push on customers.We moved into a rental home that already had a Brink’s system installed. In order for us to gain access to the existing cameras, Brink’s insisted that we take over the owner’s contract. From the start, every interaction with customer service made it clear that representatives are confined to rigid scripts and cannot deviate to actually help customers. There is no true problem-solving, no critical thinking, and absolutely no personalized support.We experienced issues with the doorbell at the rental, and when we later moved to our own home, Brink’s required us to purchase additional cameras, doorbells, and thermostats. This winter, we discovered just how unreliable their equipment truly is. Our heat stopped working, so we called a licensed HVAC technician who confirmed that the upstairs thermostat was failing to send signals to the unit. We had no choice but to install a different thermostat immediately because it was freezing outside.Two days later, the downstairs thermostat failed in the exact same way.When I contacted Brink’s to request replacement thermostats or a refund, they refused both. Instead, they informed me that I must schedule a virtual service call with one of their technicians so they can determine whether the thermostats are “malfunctioning.” This requirement was imposed despite the fact that a certified HVAC professional had already verified the issue. Expecting families to wait for a virtual appointment in the middle of winter—with no heat—just to appease Brink’s internal process is unacceptable and unsafe.There are numerous home security and smart home options on the market that offer far better service, higher-quality products, and—importantly—no predatory contracts. Do not fall for Brink’s sales tactics. Their customer service is unhelpful, their equipment unreliable, and their processes inflexible to the point of being harmful.I cannot recommend Brink’s Home Security under any circumstance.
Whitney Kovach
I initially had a contract with… who knows, they didn't give me their names
I initially had a contract with Mototronics which was later assumed by Zenith with no notice to me when it happened but at least they gave me a new sign. Brinks assumed all Zenith customers and has done nothing to provide service except when the pendent kept going off and I had police, fire and ambulances at my home three times in less than 24 hours. They could not get it to stop going off and even after talking with them still sent messages to the local emergency people. Since nothing improved they cancelled by security until they could get someone to bring me a new pendent since they would not mail it. It was over a month before a man turned up at my door, handed me the pendent and left (No Service or checking equipment) In March of 2024 I went with another security system that is basically local and called to cancel my service with Brinks. They told me I couldn't because I had a 3 year contract and still had 18 months to pay and demanded continued payment even though they could not access needs for my home. I never signed any paperwork with them and was totally unaware that I even had a contact. I never verbally agreed to anything either. I have been forced to pay since it was an automatic billing system and have now completed that 18 months. I am now disputing additional charges to my credit card. The number has changed and I will not be giving it to them. The entire relationship with Brinks has been fraught with scam and fraud. The equipment I am using is still the original Mototronics and they have never provided any additional assistance or support. The individuals that were contacted via phone to help with the pendant problem weren't terribly knowledgeable about the systems and how to troubleshoot without just shutting your system down. I would never recommend this company.
Lynn Green
Brinks are using 60 month contracts…
Brinks are using 60 month contracts supposedly my mother-in-law verbally agreed to this contract. She is 86 years old and we just walked into this bombshell. At 86 you probably won't be around for the end of t5his kind of contract. Here is the thing benefit of the doubt given they could not repair our alarm system after 4 weeks without so we terminated it 3 years ago. The mother-in-law is also incurring $6 paper statements because she is not able to handle the digital world it is not what she understands.Thank you Paul for resolving the issue. The contract was for a reduced fixed price in the long term which I can now see is a saving. The paper statement issue is now resolved as I have taken over the payment method and will be refunded by my mother-in-law.Thank you for resolving this and I amended my review because of this help and thank you so much.
Mark Deacon
Stay away from Brinks
I never signed up for Brinks. I had monitoring with LiveWatch and was paying about $20/month with cellular monitoring. Brinks bought them out and then started raising my rates. Eventually it got up to $55.89 for basic cellular monitoring. I am a DIY installer and purchased all of my equipment and did all of the installation so Brinks doesn't even have to send out a technician or installer or subsidize the cost of my equipment. I cancelled and switched to Surety which is a reseller for Alarm.com. I am now paying $20/month for professional monitoring with cellular connection and the website and app experience is much better. I can configure my zones along with my security phrases from the website, which Brinks did not allow.I would never recommend Brinks to anybody.
Makoto S.
