"We had our home security system with Monitronics and were very happy with them, but Brinks Home Security bought them out several years ago and service has been ATROCIOUS since. We had a few sensors that needed to be replaced as well as the battery in our glass break detector and we requested a tech to come out around the fall of 2022. I took a day off work to get the repair done (which by the way you have to pay for in addition to your membership service, unlike ADT who includes it in their service), and the 4-hour window that they said they would come closed WITHOUT THEM CONTACTING ME. I had to call them to find out what was going on and they then made a call and found out the technician was running late. Unfortunately, I had a prior commitment so I could not wait any longer for them. Eventually, I rescheduled with them a few months later. The day comes and they, once again, did not make it.
I was so frustrated and wanted to switch companies, but we were under contract for another year. I tried again for a THIRD time to get a technician out a few months later, just to give them one last try. I believe it was the day before the scheduled appointment when they called and tried to reschedule me. At that point, I said forget it, and decided to just wait out the end of our contract. In all this time, they never offered any compensation (although I had used two sick days from work to try to get this taken care of) or anything like sending out the tech for free since they mishandled it THREE TIMES IN A ROW.
So, now our contract is finally up. I got a new system installed by a different company, then called to cancel the Brinks service the next day. I find out that they will still be charging us for 30 days' service AFTER we sign the cancellation! You would think the least they could do is waive that after the horrible customer service, but of course they won't. They clearly want to give the worst possible service for the most cost they can!"

"Let me start by saying that the people working for Brinks are only doing their job and being told by superiors what to say and do. I believe they are good people, but the culture and the business practices of management is shameful...

I had been a loyal AT&T Digital Life subscriber for a decade, but unfortunately, my journey took an unexpected turn when AT&T referred me to Brinks. Initially, the transition seemed seamless as their package appeared comparable to what I had before.

However, my experience with Brinks started to sour when I encountered issues with their equipment. I reached out to their customer support, and to my dismay, they suggested that I climb a ladder to reset the hardware. At 60 years old and facing balance issues, I found this request to be both unreasonable and potentially risky. Nevertheless, I reluctantly agreed to pay $75 for a technician to come out and assess my system. Fortunately, they did offer me a discount on this charge.

Upon inspection, it became evident that the hardware itself was the source of my ongoing problems. I was frustrated when they initially insisted on billing me for new cameras, but after some negotiation, they eventually covered the cost and provided me with a reduced rate. At this point, I expected that my bills would reflect these changes.

However, upon reviewing my recent bills, I discovered that the rates had not decreased as promised. To add insult to injury, I was now being charged $7.99 for a paper statement, which was yet another issue I had to contend with. To make matters worse, I desperately wanted to cancel my service, but I was informed that I was locked into a contract for another 18 months.

In conclusion, based on my frustrating experience with Brinks, I would strongly advise against doing business with them. Their customer service left much to be desired, and the unexpected fees and unresolved issues have left me deeply dissatisfied with their services.

In a surprising turn of events, after posting my review detailing the frustrations I had experienced with Brinks, I received a call from the company. The representative informed me that my contract term, initially set at 18 months, had been increased to a staggering 36 months. According to the associate, this disclosure was part of the legal script they are required to read over the phone. This revelation left me feeling even more frustrated and disappointed.

It's important to note that if there is a change in the contract term, it should be clearly communicated to the customer during the initial conversation with the customer service representative. Unfortunately, in my case, this crucial information was not disclosed upfront, and I was taken aback by this unexpected extension of my commitment to their services. This additional layer of dissatisfaction only reinforces my cautionary advice against engaging in business with Brinks."

"I had a security system with MONI/Brinks for 12 years. The equipment began to fail. they sent a tech out and he could not get it to work. I requested cancellation spending nearly 10 hours on the phone. Even though my contract expired in 2017 they claimed I owed 5 years (approximately $2,400) I moved my service to ADP and I am paying more but the results have been excellent. Even after refunding me for overcharging, they continued to attempt to take payments from my checking account. They sent me a "Final Invoice" for "$0" and an invitation to return. Now they have sent me to collection for $81 and have started billing me again. I attempted to explain the 45 pages of documentation regarding this issue to the collection agency telling them the debt was invalid and I was told " it is valid, pay it or we will report you to the credit bureau" It is not valid and I will not pay it. They are trying to bully me into paying as the amount really isn't wort my time but it is the legal and moral principal of the fraudulent action."

"We tried to cancel and even with a written notice and account paid in full they kept making excuses. "

"Absolute incompetence at every level of customer service. They sent me a threatening bill in the mail. I contacted them and explained that after 6 years of service a customer deserves better treatment and advised them I was terminating my contract with them. That was November 2019 and they have not yet shut the service to my home off and still send me bills. Repeated attempts to talk to customer service professionals unsuccessful. Each time you spend several minutes on hold and then you are answered by a non english speaking clerk who attempts to convince you to give them another chance to excel. Finally I got them to email me a certified document to terminate my service and I signed it and returned it to them a month ago with still no success at terminating my service. They are totally anti customer service and arrogant. Who would trust their home security to these third world non english speaking phone operators. Totally arrogant!!!! "

"This company is committing fraud by making it very difficult to turn off the service and turn off the monthly charges. They have provided awful service and when we purchased another service. They required a letter and then sent us an incomplete notice to extend our obligation for another 30 days. It would be easier for them to provide good service rather than charging customers after termination of services to keep money flowing in."

"They sent a technician to my house to fix an issue with the monitoring pad. This is after they told us to buy our own back up battery and replace it. The issue persisted. Once the technician arrived, he surprised us with a $95 an hour charge —that was never discussed previously. Needless to say, I sent the technician away and began to look for another alarm company.
I found a great deal with a reputable alarm company!
So sad, after 20 years of being with this alarm company, this is how they treat me on my first time needing their help. "

"Brinks acquired a smaller, local company I had signed up with years ago when moving into a new subdivision. Although I had no need to contact them for any reason while a customer of theirs as everything went fine as far as service went, it was when I decided to switch companies that their true nature came out.
The day I called to cancel, I informed the agent I had already switched and no longer needed their service. The agent told me he would put in the cancellation request, but that it would be 30 days before my services cancelled. I explained again I had already switched providers and did not need their service, therefore I wanted my account cancelled that day. The agent told me it wasn't an option, I Had to keep my account open for 30 more days.
The very next day my auto pay charged my account for a full months bill. I called in again explaining I had already called to cancel my account. They agent informed me I would have to pay the full bill, but that would be the last time I was charged anything. He even offered to remove my auto bill pay just in case, so I agreed to that.
After 30 days I got notice my account had finally closed out. The very next day I received another bill for a half months worth of service. When I called in to dispute it, I was transferred 4 times, having to explain myself over again every time. I finally ended up speaking with a "manager", which if you know how call centers work you know they're not actually managers. The "manager" explained a new months bill generated during the time frame between when I called in and when they actually decided to close the ticket. The charge was for the part of that billing cycle the account was still active in.
The manager also tried to claim I agreed to keeping my account open the additional 30 days. When I disputed that, they said there was nothing they could do and I would have to pay it. Although it's not a large amount, I have no interest in paying for services I was not being provided or utilizing. I find it a clear indicator as to what type of company they are when you are forced to keep your account open just so they can squeeze an additional payment out of you.
They would get negative stars if that was an option."

"Brinks acquired a company that I had done business with for a number of years. I recently had a lightning strike that did enough damage to our security system that we're having to get a new one installed. Because our panel is not communicating with their monitoring service I called today to cancel service. At no time did anyone tell me about a 30-day cancellation policy. It was only after they sent me the paperwork to cancel that I found out about it. When I asked for proof that I agreed to this policy they sent me a 17-page contract with the company they acquired that does not show my actual signature but an electronic signature. In other words, I can't verify that I agreed to this (I sure don't remember it).

This is pure and simple a money grab. Actually, it's more like a shake-down. There is absolutely no reason that they cannot cancel the monitoring service immediately. In fact, since my panel quit communicating with them two days ago, there is no monitoring going on anyway. They just choose to have this policy to screw former customers out of some of their hard-earned money.

I work in the credit card industry and know how disputed charges work and I intend to dispute this charge to get my money back. I also know that too many "chargebacks" by Brinks will cause them to have to pay a higher fee for processing credit cards. I would encourage anyone who has had such a problem with Brinks to take the issue up with the bank that issued your credit card. "

"I have called customer service for help with my alarm system. I have come across reps who dont care whats wrong with your system. And that has happen a few times this never happen with moni they were always there to help get your problem fix with out a problem. I wished they stayed moni it was a better alarm company."

"The representative that I worked with was great. My issue is that your service called me over and over again for hours without leaving a message. That’s not a great way to deal with customer service."

"The representative but there was confusion as to which system was blinking/I thought it was one that was described in the hall and had a difficult time getting it open to find out that it wasn't that one. I finally found the smoke alarm and was able to get that off, and replace batteries the next day. BUT I STILL HAVE A PROBLEM WITH A DOOR ALARM I CAN'T OPEN TO REPLACE BATTERY IT'S BEEN OUT A LONG WHILE I HAD ASKED PREVIOUSLY TO HAVE A REP COME AND HELP ME BUT WAS GIVEN THE RUNAROUND AND GOT FRUSTRATED. I NEED HELP TO GET THE BOX OPEN TO REPLACE BATTERY OVER A DOOR"

"Prompt, Courteous and Attentive. She understood the problem and was able to assist me."

"She was hard to under understand and it took a long time for her to get what a was calling about."

"Very satisfied. The way customer support should be!"