Brink's Global Services
Reviews and Complaints

Replacement of control panel downstair because of problems with equipment. Very satisfied with updated equipment but the panel upstair does not work with new equipment. Have lifetime warranty. Was told it does not cover upstairs equipment that I need to pay for it. Why all my equipment is not cover and 1 monitor is replace and not replace the other equipment so it would work properly. When we bought equipment w3as not told part was cover under warranty and some not. I just want my equipment in good working order so I feel safe.
Thank You,
Margaret Ross

I signed up for Brinks earlier in April and I was assured that the cost is $30.99 for a contract period of 3 years and there is no additional fees on top of it. When I signed up I specifically asked them if there was any fees on top of the $30.99 per month cost and was told "no" and assured that it will be the final cost.

True enough, I was charged $30.99, though I did notice a "cost recovery fee" of $1.97, but it was credited also. Therefore my final cost remained at $30.99 + tax so I was fine with it. This was for the months April and May 2021.

However, I see that from June 2021 they have arbitrarily included a $3.00 "cost recovery fee" but there is no credit for it!

Brinks still continues to send bills for my deceased mothers account #[protected]. I have informed them in writing twice. The second time a final payment check was included which was cashed, so I know they received my request to cancel her account, She IS DECEASED!. I've tried several times to talk to real person by phone. Brinks NEVER answers phone. today was on hold for over 35 minutes. Ridiculous. Barbara H. Snyder died 4/20/2021. Her house at 7959 W. Mural Hill Drive Tucson, AZ 85743 was sold on 7/9/2021. How can Brinks possibly be charged for security at this address.

Hi my name is richard gacutan I been with crs for years and you guys took them over I been having issues with you guys for a while having alarm turn on middle of the night scaring my wife and kids thinking someone is inside the house is not a good thing specially for my 6 yr old daughter yesterday at 3:48am alarm went on I was at work and my wife and kids was so scared thinking someone inside the house thank god no one was there just another bad alarm that was the 3rd tike it happened so I called you guys yesterday and I was on a 30min wait after they ask me what happened they said your system looks fine in our end how is that when it turn on by it self 3:48am and when I ask I'm not happy what's going on I ask for a manager they put me on hold for 1hr and so I ask if that can call me back if they are not busy I waited and no call back so I called again last night and same results no supervisor was available I was on hold for 2hrs and today they put me on hold for 1hr 45 minutes and I'm not have with brinks and you guys are hold me as a unsatisfied customer because of a contract I even ask why is my plan so expensive I'm paying $50 a month all I have is sensors and other friends and Nighbor's have you guys and pay under $35 for more stuff camera door bell and more all I ask if I can't get out of my contacts is pls lower my monthly and fix why my alarm goes off while we are a sleep thank you

My monthly bill increased to 27.99 from 24.99 due to a $3.00 recovery fee being added without any form of notice. After a run around for several weeks I was able to cancel the account. Brinks continued to call me everyday, yes everyday and finally offered a monthly rate of 14.99 which I accepted. The first bill was $14.99 with $9.99 in fees. I was so mad I called to cancel immediately and was told that I was in a 24 month contract because I accepted the $14.99 rate. I told them that yes I accepted a $14.99 rate, not an additional $10 in fees. They refused to cancel the contract

I signed up with Protect America, 12/2019 for 3 year contract, monthly bill $54.11. My account got transfer to Brinks July 2020. I called Protect America about my billing and they told me I'm lock in for 3 years for $54.11 monthly. Brinks increased my bill by $3.00 starting last month, called Brinks today 8/6/21 about this increase, and they told me all customer got charge. The gave me a credit for $19 to cover the $3.00 increase for 6 months, but after six moth it will go back up to $57. I told Brinks they are voiding my contract and I want to be release from my contract I signed with Protect America or make my monthly billing go back to $54.11 which is what I signed up for 3 years.

Dear Sir,

We Jamal Jewellery Dmcc, Address, Gold center, today we have requested for quotation for Export shipment going to Philippines Contain valuable cargo we ask your Gold souq office for the freight charges from morning 9.30 am and till now no reply from your sales person.

Our Customer requested shipment for today, we are looking regulars import/export shipment from brinks, but this kind of laziness we would give all the shipment other shipment

Prompt reply from you will get continuous business from us
Thank you
Iqbal
Jamal Jewellery Dmcc
[protected]

I was contacted by Brinks Home Security that they were taking over the home security for ATT Digital Life. The install was completed on 6/30/21. However, I started to receive failure messages that night on the window sensors and the outdoor camera was not picking up activity. I called Brinks and after a lengthy hold, they got the sensors back on line but not the camera. I called 3 times the next day and the first 2 representatives could not diagnose the problem and put me on hold and disconnected the call. The 3rd rep got the camera up but it was mal-functioning, sending alerts about every 15 minutes. I called back twice and one rep disconnected the camera and could not get the sensors to work at all. I called to cancel the contract with Brinks. The representative stated they would not cancel, even though their system was not working. It looks like I will be forced to take legal action, but I certainly would not recommend them. I am a senior citizen and this has been a horrible experience.

Brinks Security has continued monitoring my old house, sending me notifications on arming ect, after I told them I sold the house and moved. They have made me complicit in the monitoring the new family without their consent, after I have repeatedly told them to stop.
And then there is their contract and cancelation procedures. They refuse to cancel the account unless you mail in the request, then they slow role the cancelation while billing you. I cut them off from my bank because I could not stop the autopay and they start billing me a returned check fee ect.
They are sickening and I want OUT!

Since day one of my install my doorbell and doorbell camera has never worked properly.
We have missed numerous visits and deliveries. I have had over 12 service calls and they never get the system to work properly. In addition, Brinks has made numerous promises to correct the issue for months.
Brinks has also sent us harassing letters warning us not to stop making payments. I no longer wish to do business with Brinks.

Customer service and tech support are a joke, I have spent hours on hold.

Brinks Home Security is one of those companies who have an "automated" telephone system that has no option to speak with a live person. We have had their service for almost 2 years and have had nothing but false alarms and alarms that sound when the system is off.

Brinks will send a contracted third party repair person - for a fee. The last such person found no errors in the system except for a bad contact that they wanted $90.00 to replace. Work is only guaranteed for 30 days!

Our system continues to alert when there are no problems.

I got 2 letters one saying my bill is up to date, although i have auto pay and the other saying they can't process my bill through the bank. I called 5x's on 6/ 18/21 and the call was dropped on all 5. So it said to leave your number and ill get a call back. Never got a call back. So i called today and finally got a live person. She was very nice and took care of the problem but told her about the day before. She said she was sorry but i told her it wasn't her fault and asked to talk to a supervisor. I waited 53 min. for a supervisor. Thats Not acceptable for me or anyone else. I mean are you not interested in your people that subscribe to your agency? The supervisor said she was the only one working. So are you short on staff? So now im thinking maybe if i have an emergency and need help your might be short in help for that. This is just terrible . Maybe i should be looking for a new company. I've been with Brinks for years. So, Brinks, whats your answers to these problems? Mrs P. Kirk

I called to cancel and was put on hold for over 15 minutes. Then a lady came on the phone that I could not understand. I explained my financial situation and she told me I had to keep paying becuase I had a contract. I told her I had already cancelled with Alarm.com because they never came to service my alarm. It has not worked in over 9 months. Due to death in family and loss of job I had not been able to follow up. She told me there was nothing she could do. I asked her to get me to legal department as I know my rights. I have no documents signed with them and have information as to whom I spoke to when I requested cancellation. I need this issue to be resolved.

When we signed up for Brinks home security we had free installation. When they came to install the system I was charged over $500.00 for replacement of window sensors they said they had to change, that were broken and or missing. When the tech connected us we had previously active working security system all ready in place and was in use and no sensors were broken or missing.we noticed the technician did no replace any sensors nor go to any windows or door ways to service them. He never moved from where he change over our dialer number to there company. When we got our first bill we immediately phoned Billing about the error. The customer service person became insulting. The they turned in several call that our alarm systems indicated a intruder for the police to be sent to our home. Each time we inquired about this oversight they would turn in a false alarm report. We paid the bill because we did not want derogatory information on our credit report. We have never got a refund of our monies. They purposely fraudulently over charged us as soon as our contract is over we will not renew our alarm monitoring service with them. Also we realised on several occasions our system was triggered and there was no response to our alarm insident. This furthermore shows is they aren't truly monitoring us.

Beware of free installation, the are going to get your monies one was or the other.

Mrs L. Dillon

My name is Kevin Mitchell. We had an upgrade of our security system in late January. Two digital interfaces and a thermostat. After these were installed, three days later I noticed the face of the thermostat was no longer visible and would not come on. I changed the batteries it worked fine (I thought why would the technician put used batteries in). On Feb. 27th we had a hot day 80+ degrees, I came home and the house was hot, the thermostat was visible so I turned the set temp down to 74, the AC did not come on. So I called an AC service to inspect they came to the home on 3-1-21. After the inspection they let me know that the thermostat was missing a wire that controlled the AC, they gave me a quote for installing the wire. My wife (Jamerall Mitchell) called [protected] and spoke with Alisia Robinson who agreed the issue was with the new thermostat. Ms. Robinson sent my wife an email stating Brinks would reimburse us once the work was completed and we sent an invoice. We did that on 3-24-21. One invoice for $98 for the initial visit, and the other for the completed job $468.72. On 3-25-21 I received a voice message, I responded on 3-26-21 to the number [protected] ext.72000 his name was Edwin. He attempted to tell me that Brinks was not going to reimburse us because "the equipment wasn't broken" I told him that was unacceptable and I needed to talk with his superior or someone else in the department. He said "I'm the only one in the department and the next level are executives and they will just send the call to me" I told him "you do understand if we'd known this new thermostat was going to cost us $500 dollars to make it operable we would have kept the old one." I then said "we have a email from a Brinks employee telling us they would reimburse once the invoices were sent in" he said "she is not authorized to tell you that" I would like someone other than Edwin to contact me about this ASAP, I will supply any documents needed at that time. Kevin Mitchell [protected] [protected]@hotmail.com 688 Monroe Street Grovetown Ga 30813. Looking forward to you response.

In July 2020 our Brink contract ended. We chose to change services and had the conversion completed. We received paper work from them and, as instructed, forwarded this to Brinks requesting the end of our service. They claim they never received it, and have continued to draw a monthly service fee even though they have not been providing service, since their equipment is no longer installed! I finally noticed this in January (yes, I should have noticed sooner, but we have plenty of autopay bills each month). Even after contacting them, I still have to pay an additional 30 days as there is a 30 day cancellation policy! They should be refunding nearly $350, instead they want another $45 from me! I just don't understand how a business can continue to charge you when they don't have a valid contract?! I asked the representative that and he said because its a valuable service as it contacts the police and fire department. That's ridiculous! Most of the world lives without a security system. It's not essential like running water or electricity! Paul Greenwaldt

ser:[2/12/21, 5:33:36 PM]Yes, I have security cameras that don't work on my iPad, I called, you were going to send someone to fix that, then I ordered door bell, at the same time. The guy came last week. He had no knowledge he was to do anything but install doorbell. He looked @ the dvr for cameras, doesn't do that, but tried. Apparently I can operate cameras if I get on ladder, switch to hdmi 2 & operate the controls on that dvr on my my fireplace. Door bell rings outside, not in house? I had a ring, it worked inside. He took ring off installed theirs, now no ring in house. So frustrated with your crappy Service.
They installed the cameras through my attic. Comes down to dvr on fireplace. They installed it with @ 1/2 leeway. So to see connections I have to get on ladder, if I dare try to turn my dvr a tiny bit it disconnects. They have been out about that @3 x's. Then the last appointment they guy didn't get the look at cameras and dvr memo. Like banging your head against a wall. Frustrated can't wait for contract to end.

8/12/2020 The alarm was triggered while I was not home. The police arrived. I pressed the passcode but the beeping would not stop. The police officer pulled the box out of the wall.

8/12/2020 I called customer service and was placed on hold. I waited about 20 minutes before hanging up.

8/25/2020 I called customer service and was placed on hold again. After more than 30 min. I spoke to a man and told him I wanted to cancel the service. He took all of my information.

9/12/2020 I received acknowledgment of cancellation from Brinks asking that I call [protected]. I called and was put on hold for approximately 15 minutes before I had to hang up. I wrote to Brinks stating that the service has not been in operation for over one month.

9/25/2020 check #1406 I paid $47.05.

11/25/2020 I received acknowledgment of cancellation and offering me a discounted rate to reinstate service.

12/21/2020 I called Brinks again to confirm cancellation. I was put on hold and eventually, the line went dead.

12/22/2020 I called Brinks and was informed that I owe $182. I told the woman that I have been trying to cancel the service since late Aug.

2/9/2021 I called Rosenthal Morgan and Thomas, spoke to a rude woman who berated me, and said that if I "don't pay up" they will proceed to a collection. I tried to explain to her and she interrupted me saying "have a nice day" and then she hung up.

Hi there,
I recently found out that Brinks tricked me into extending my contract for 12 months.

I contacted Brinks for a technical issue. During the chat session, the Brink rep asked me if I want to protect my low rate for another 12 months. He did not mention that this will increase the contract term. I was already on a contract with at least 12 months remaining in the contract.

Nonetheless, I responded "Without signing any contract, yes please. Can you please schedule the technician?". To which, he responded "Great. I want to thank you...". I thought he was protecting my low rate without any contract and said "I agree" thinking I am agreeing to "sending the technician" term.

I was completely unaware of the 24 months contract until recently when I called them for a different issue.

I do not want Brinks to continue to take advantage of users without completely explaining the complete contract.

I have attached the chat with this email.

I am no longer under contract yet they are playing games by saying they will send me an email with instructions to cancel. I'm done. Cancel my [censored]ing account now