Brink's Global Services
Reviews and Complaints

Brinks sold a closed account to a debt collector. Debt Collector reported my account with an outstanding debt of $390.00 when the account was requested to be closed via a letter to company as instructed by customer representative. My contract from Protect America was sold to Brinks as part of their January 2020, acquisition. By Summer 2020, I had to do a divorce mediation which include closing all acct under my name. I requested the account to be closed and no plan to seeks services with Brinks in the future (too many negative complaints against the company). On 04 July 2023, Zion Debt Holding sent a collection report against my credit. This was the first time I ever knew I owed Brinks. Brinks never made any attempt to notify me that the account was in the rear (still open). Furthermore, all the emails I have received from Brinks are email to come back to the company as a customer (I have screen shots of my email history). I called Brinks for answer instead they keep sending me to Zio Debt. Zion debt is not the debt originator. Brinks needs to fix this mess.

On June 28, 2023, at about 2:30pm at American Village Retirement Community 1400 Freedom Way San Jacinto, CA 92583, a door-to-door salesperson who would not identify himself got into an altercation with two residents and threatened bodily harm. He was extremely agitated when asked to not solicit door to door. He was asked to set a time with the community to provide a presentation of Brink's Home Security at the next general meeting. He told the Directors on the Board at American Village he didn't care what was asked and he was doing his way, door to door. When asked several times to stop going door to door he told two residents: "I will F__k you up". He continued saying he would hurt people and made vulgar and violent comments to several Board members. Authorities were contacted but he exited from the complex quickly.

I have contacted Brinks to inform them that I no longer need their service. I was told on 3 April 2023, that the service will be terminated, and I should keep or dispose of the 11 years old system. I explained to them that Cove is my new security company effective March. I let the month of March pass because I already paid for, and I should not be billed anymore.

They withdrew the months of April and May. Called them again, several chat sessions and email them several times. I had my bank stop all payments and requested they file a fraudulent report and refund months of April and May. The continue to send noreply emails requesting payment. For a security company, its strange to me that they want payment for a terminated service. I expect two months refund. Next, BBB and Comptroller of Currency.

On May the 22nd you guys put in your system in my home. The tech Reggie did not provide me with any information on how to work the system. He also left without resolving the problem I noticed before he left, that the door bell camera was not picking up the motion of someone walking up. So on Tuesday I was having some more problems with the system I call on Tuesday the 23,2023 and on Wednesday the 24,2023 on these day I called to cancel everything. The staff was giving me the run around and a very hard time with this, I called again with the same problems on Thursday nothing solve and still would not cancel this install. So on Friday I talked to serval off you staff again But only one stood out didn't understand his name but he talk to me so bad! I tried my best to speak with some one in your corporate office on this day if you can pull the recordings you can heard the conversation between me and Mr. S. that what his name began with. I still didn't get anything resolved. This is the worst customer service I have ever had. I would like to still cancel this who thing because I don't see anything good coming after this hardball experience.

Since my monthly fees kept increasing for no reason, I stopped my auto payment service and called in to cancel. Also much of my equipment was not working. They deny that I ever called in. I also wrote a letter and also sent an email asking to stop my service. They emailed back and it went to my junk mail. It stated that I have to electronically sign a document to stop the service. They kept billing me. I wrote another letter. Then then wrote to me and gave me a number to call into that was just not a "robo" person who just wants to collect money. That person sent me another email that I then signed and then thirty days later they stopped billing me. Or should I say $400 later. $400 to just try to stop a security service that was not longer working right. They are rude, inflexible, and the customer is never right! How is that for a way to run a business.

This complaint is the same as numerous complaints filed against Brink’s Home Security. I among others feel we were duped by Brink’s in that they contacted us that our control panel had 3g capability and the cellular service was going to 4g. They explained if we didn’t have 4g we would not be able to monitor our security system remotely by cell phones. To accomplish this we needed a new control panel and we felt force to extend our contract with Brink’s.

My second complaint, also filed by many others, is Brink’s tech support and customer service. I have had an issue with a door sensor that was malfunctioning. I’ve been in contact with tech support and or customer service 24 times since April 10, 2023 without the sensor problem resolved. During these contacts I’ve been hung up on 5 times and was put on hold for more than 30 minutes twice. When trying to talk to a supervisor about my problem, I’ve been told there was no supervisor available twice, was transferred to a supervisor only to be on hold for 40 minutes until out of frustration I ceased the call (this supervisor’s name was Ilcea (sic, I’m sure) and on one occasion I talked to a supervisor for a couple minutes only to be hung up on. Throughout this ordeal, even though they have my phone number and email address, there’s never been an attempt to call me back.

The last part of this complaint is I believe to be a breach of contract, in that, Brink’s guarantees to provide the property security through monitoring and servicing the warrantied equipment. Since April 10, 2023, this is not been provided to a major doorway of our home.

The only recourse I believe I have is to attempt to cancel our services with Brink’s Home Security. With this in mind and because we have this forced upon contract, and what I’ve read from others deal with Brink’s, this will be very contentious ordeal.

Martin Klatt

[protected]@comcast.net

[protected]

I'll try and make it simple. I was signed up to have BRINKS service installed around April 10th when this equipment arrived via UPS at 11:17 AM on 04/04/2023; Tracking number : 1ZW2691Y0252839545. My contact guy was name Anthony. I can get you his number and more info if needed. Anyways, my daughter has BRINKS service and informed me of Emma who could come and install services immediately for BRINKS same service, so I called Anthony on April 7th 2023 to request return label for BRINKS equip sent on April 4th and he has not sent label and I have called BRINKS customer care - and they said they would email label, but no label has come yet. There is no return label in the box. Do I just take to UPS and drop off? No one can seem to help and it is now almost a month gone by, will I need a lawyer? Is this some sort of set up to have me hold equipment a certain amount of day to charge me when i already have same service ?

My March 4 email below has never been responded to. No one has responded to my complaint. I have been on the phone over 2 hours today with Brinks and spoke to multiple representatives. I am glad all conversations are recorded. My appointment to set up my alarm system after a full year paying you for the system was cancelled and now there is a new appointment set up in April. There is absolutely no service I have received. I have now paid for 13 months for an alarm system that was never set up. I was told only 5 doors/windows of over 20 are connected to the alarm panel. This complete lack of customer service is appalling. I have paid for an alarm system that has never been fully set up. I was promised a return call and never got it.

Sent from my iPhone

On Mar 8, 2023, at 7:08 AM, Linda Gonzalez wrote:

No one has responded in 2 days.
Where can I file for arbitration on this account if you are refusing to respond or assist me?

Sent from my iPhone

On Mar 8, 2023, at 6:24 AM, Linda Gonzalez wrote:

No one has contacted me or returned my call on Monday or Tuesday. I am still waiting.

I want a full refund of all money paid and want my contract cancelled immediately.

Please return my call at 305.807.8689

What a terrible company and your illegal activity and basic theft of money for services is disgusting. What is worse, is your refusal to even call me back.

Linda Gonzalez

Sent from my iPhone

On Mar 4, 2023, at 7:41 PM, Linda Gonzalez wrote:

To whom this may concern:

This is a formal complaint with an expectation that I will be refunded for all charges over the last 14 months from this company.

I have spent the last 2 1/2 hours on the phone with Brinks today and I have been hung up on, and no one has assisted me as you will find out when you listen to the recordings.

I tried to install a sensor today because of a broken sensor, and I pay for insurance on this account. I decided to test some of the windows with a technician, and I found out that several of my windows were never even set up on my alarm system.

I am sickened to find out that after 14 months of service, that I have never had a fully functioning alarm system, because when you set up my alarm system, you failed to put working sensors on all of the windows or set them up properly. In either case, there are multiple windows in my house that are not set up. This is a bait and switch situation, and this is a complete failure to properly install an alarm that I have paid for. You have been dishonest in your representation to me and have not provided the services I have paid for and this is reason enough for me to ask that my refund take place immediately for all charges paid to date.

I have been treated horribly tonight, and I have wasted hours trying to find out what is going on. I am unable to set my alarm. You have workers who are unable to help and who put me on hold for extended periods of time and then hang up the phone.

I am told the earliest that anyone can get out here to see what’s going on is almost 3 weeks from now. I am also told that I have to sit home the entire day and you can’t even give me a window of time when someone can come out. This means that my home is still not fully alarmed. Should anything happen to my home or should there be a break in, I am putting you on notice that my house is not fully set up, even though I have been paying for this service for all of this time and I will hold brinks responsible.

It is absolutely disgusting the way that I have been treated tonight and I am told that there is no one to talk to until Monday. I have absolutely no confidence in this company and I am sorry that I ever switched to Brinks being treated the way that I was tonight. I feel that I have been ripped off and that this has been a bait and switch situation and that it is completely illegal to charge someone for an alarm system that is not fully functioning for all of this time. I’ve paid about $1,000 so far for an alarm system that has never been set up properly.

I am expecting someone to return my call first thing Monday morning. I have no faith that this will happen and I will probably be back on the phone for hours again trying to resolve this. I do intend and will continue to escalate this until it is resolved.

Please return my call first thing Monday morning to my cell phone at [protected]. I am extremely disappointed with this service at Brinks and I want this resolved immediately.

Linda Gonzalez

Sent from my iPhone

Gina Williams, my address is 206 North 63rd Street, East Saint Louis, Illinois 62203, my cell phone number is [protected] Email address is [protected]@sbcglobal.net

Complaining about the panel itself, stops all four-outside camera from showing live feed. Called Brinks customer service on March 6,2023, spoke with three customer representatives about this problem, the reason for talking to three representatives is because I cussed. The representative disconnected me so, I called back and spoke with two customer representatives and complained about the first representative for hanging up on me. After I asked to speak to his supervisor, that representative hung up on me as well again. I called back for the third time, the third representative proceeded to tell me my panel needed upgrading, so we did that. She said the cameras will work. She also stated that if I have this problem the next day, call and tell customer representative and tell them she had noted this on my account. On my panel, when the cameras stop showing the live feed, the panel screen turns white and reads ''video device not responding, check your power and network connections. On March 6,2023 was on the phone with Brinks from 7pm to 9pm, now I'm very frustrated, this is the last thing I want to do just getting home from work. I also asked the third representative why I did not get a courtesy call back, she stated that they have a new policy where they don't call you back. I asked if she could email me the new policy, I still haven't received that email. I have been calling about this problem now for at least four months. The cameras show good on my app. I was told from Brinks, that my Wi-Fi was weak and to get a Wi-Fi extender, and I did that. The brand name on the extender is Net Gear. It worked for a few days and then my panel started not showing the live feed again. On March 7,2023, I called back Brinks and spoke with customer service again and explained everything that happened. She made an appointment for the technician to come out on March 20,2023. With everything happening I asked if they would waive the $50.00 fee, and she told me no. I asked customer representative if I could get an early appointment and I was told no again I'm very frustrated. She gave me the Email address to file a complaint. P.S. do you know how many times I had to repeat my name, password, home address, and email. I am at my wit's end. It would be greatly appreciated, if I could get a call back, instead of an email.

Sincerely Yours

Ms. Gina Williams

Contacted by someone who was soliciting former customers and offering them a good deal. I accepted and asked for online statements, none ever came. After struggling through several bills, I signed up for auto pay. As soon as they got my banking information, they informed me that they would be deducting $44.92 for my next payment. What a lie and a rip-off!

To whom this may concern,

My account ([protected]) was turned over to a collections agency. Im concerned because I have been a customer with Brinks for several years and never had an issue until I complained about the bill being too high. I was then harassed by customer service to stay with the company in which I did. But I never received a bill again until I got this letter from a collections agency stating my account has been placed in their office for collections. I need someone to call me from Brinks to discuss this matter immediately [protected].

We made a big mistake by purchasing a alarm system from you and Alex Spaulding. Well no trouble until a window keeps setting off the alarm, Kyles at Brinks solution was to take the window off the alarm panel. This is not acceptable we pay for the window.

Now fast straw is that we thought we had fire alarm protection, well guess what when the fire alarm went off , no alarm was set off . Only to find out that our smoke alarms were NEVER connected to the alarm. Um they say our smoke detectors do not c ommunicate with the panel, did they not know this before or when the ins

The first certificate we got says Burglar, Medical, and Fire- not fast forward to !/31/23 and it just says Burglar. Serisouly !

This has been a nightmare.

I have two Accounts with Brinks Home Security, one residential and one commercial. Both not working since January 4 because of phone system change. I have been working on this problem with them since Nov 22 before it became an issue. After service went down they said they would update my alarm system to be compatible with the new system. They offered a new contract and new equipment that was compatible with what I had. They sent equipment to one address. Not only was it not compatible it was already registered to another user and couldn't be installed at the location and needed to be returned with an RMA number before they could do anything to get service back on line. The second location never received the equipment. Have been trying to cancel my service for three weeks now. They say I can't cancel service because I haven't returned my equipment. They still have not provided RMA number. Also, said I can't cancel service until I pay for the new 2 year contract for equipment that I do not have and is not compatible with my existing equipment. Multiple calls to their Customer service line always ends the same way. The representative puts me on hold until the system hangs up on me. Worst customer service ever. This service is bellow what I would expect from a 5 year old's lemonade stand!

On June 8, 2022 I had the Brinks Home Security System installed to replace my AT&T Digital Life system as directed by my employer (AT&T). They replaced 3 cameras, I purchase a 4th, and replaced the operating system (Job# [protected]). They did NOT replace the sensors or the door lock. I immediately started having problems with some window and door sensors and the keyless door lock. On June 17th I called to schedule a technician to come out and was informed by Brinks (Kerry Ann Smith) that a technician would be out on Thursday June 30 2022 to repair my issues. No one showed up at the promised date & time, I called Brinks on 6/30/22 at around 11:00am PT and spoke to a manager by the name of Kiana, after explaining again, testing again and no resolution, Kiana advised me that a technician would be out on Monday July 11, 2022 to replace two sets of bad sensors and test and or replace side door lock. Again, no one showed up on the promised date & time, I called Brinks on 7/11/22 at 12:15 to inquire about my appointment and was told they had nothing on the schedule for me. I then asked for a manager or supervisor and spoke to Ken, and referenced my Job# [protected], he advised me that someone would be out on Thursday Jul 21, 2022. A technician showed up at around 9:00am PT on 7/21/2022 and replaced two sets of defective sensors but said that it appears the back door lock might need a repeater! Not sure why as it worked for 5 years while with Digital Life with no problem, but he asked for me to call back Brinks and let them know. I called Brinks, explained what the technician had said and was told they have to send a technician out to replace the lock and scheduled an appointment for Wed Nov 16, 2022. I received a text from Brinks on Thu Nov 10, 2022 to reschedule my Job# [protected], I replied back saying I had already had an appointment for Nov 16th to replace my lock, I was advised that they had no record for that visit and I was told that the earliest they can come out is on Wed Nov 23, 2022, after all that, on Nov 16, 2022, I received a call from Brinks cancelling my appointment they thought was for Thursday Nov 17th I advised them it was for Nov 23rd not the 17th, however they said it didn't matter as neither day was good for their technicians and they’d have to reschedule! First available date was Monday Nov 28, 2022. A technician arrived on 11/28/22 while I was at the dental office but told my wife that he Could NOT replace the door lock as it was working just fine (while he was here)! I immediately called back on 11/28/22 and advised them that the door lock continually goes off-line and I need it replaced, so we made yet ANOTHER appointment to have my lock fixed for Dec 12, 2022, I received a call on 12/12/22 at about 9:25 am PT confirming my appointment and I was asked if my lock was supposed to be a certain color, I advised them it was supposed to be “Gold” as instructed and should have been noted on their work order over a month ago, I was told they were “out” of that color, and I could keep my appointment if I wanted another color that the technician had with him or I could reschedule. I advised them I needed the gold color to match the handle and hardware on the door and requested to reschedule, they told me someone would call me within the hour to reschedule. This was on Dec 12, 2022, no one ever called back... On Tuesday Jan 24, 2023, I received a text from Brinks to reschedule my Job# [protected], scheduled it for Thursday Jan 26, 2022 and in my text message I iterated that the lock must be "Gold" and the agent assured me "Please do not worry the technician will carry the lock color you have requested for"... Today on Jan 26, 2023 at about 1:40pm PT, the technician called to let me know he did NOT have the color in his inventory and that I'd have to reschedule. Not sure how much more of this I could take but talk about ridiculously, extremely terrible customer service, this is the WORST! All I want is for my lock to be fixed, I haven't calmed down enough yet to be pleasant enough when I call back to reschedule. My name is Ruben Velasquez and I can be reached at [protected]

On March 10th, 2022, I contacted Brinks about my initial contract which they acquired from another company Protect America. I wanted to cancel the service because I thought the monthly fee was too high. The salesperson convinced me to extend the contract for another 36 months at what I thought was a bargain and I thought it was for 24 months. Today I called Brinks to see what I needed to do to cancel the service and was told I need to make 36 full monthly payments which would total around $1,483.00 is that not ridiculous. So, I asked for a copy of the original contract/extended contract and was told it would take 15 days for them to email me a copy. Wow was I disappointed! 15 days half a month. They need to do better with their customer service I'm sure if I could have canceled it would have taken nearly a month to receive the proper paperwork by mail not to include the time it takes to send it back. More money for the company's profit right.

My experience with Brinks began around May of 2015 when a Monitronics sales guy came to my Dental Practice in Sanger, Texas. I got free equipment (not really free leased) at my office and over 3000 dollars worth of equipment purchased for my home including garage and a large shop. They were complete with 2GiG panels and wifi controlled lighting and door locks. We quickly became frustrated as the techs were not able to actually link the hundreds of items as we lived in the country and had really bad wifi. So after making a deal with a company called Speed of Light Broadband. I made a deal for 179.00 a month they would give me unlimited best they had. I ended up hiring an off duty ADT guy who was a patient of mine to come out and reconfigure the whole house. We even had heat sensors in our attic. Problem solved.

Fast forward to 2018, when we added on to our house. We believed that we were month to month with Monitronics/Alarm.com which had changed it's brand to MONI. Same company new brand woooohooo. We were not in a 36month deal apparently someone had reupped us for 3 more years. Something I and my wife would definitely not do, as we were secretly planning on relocating to the coast of Texas and selling our practices. When asked for the contract we signed we received a sheet of paper with a scribble on the page, and when I asked them about the phone conversations could they produce the tapes of when we said yes Renew for 3 more years. We got busy and never continued to fight it.

Sold my practice on Sept 13, 2019 close date. Had negotiated for the new owner to continue using the now BRINKS instead of MONI monitoring at the office. At our home my wife got on the phone and proceeded to try and pay off our contract which was in the few thousands of dollars and she was transferred on the phone to a Customer Retention Manager after several calls and literally hours on the phone.

On this call, we agreed to pay 1400.00 which was paid on our credit card and if we sent 3 pieces of equipment back to them they would not charge us another 1400.00. Several weeks later we received a bill for 1400.00 from Brinks. We were also being charged on our personal checking account for the monitoring of a home we did not own any longer. It took about 3 months of calls to get them to stop that and no money was ever returned as they said they did indeed monitor the house during that time. Oh well.

During the call the people kept trying to get us to pay for the equipment to "close" the account. We had sent the equipment back and it was signed for by a Brinks employee. Thank God for FEDEX. After living on the coast for several months and numerous phone calls to them during COVID. They continued to say that the Manager we spoke to, was not AUTHORIZED to make a deal. Weird. We found the managers name and sought him out and he was still working for the company but planning to leave. He said yes he indeed had approval for that deal and that he made deals like that 'all day long'.

We escalated all the way to a VP with Brinks who assured us that he would have the charge removed from our record and close the account officially after he had a chance to "pull the tapes and listen to the transaction." He would contact us if he felt that we owed the money, and took our phone numbers, email addresses and great deal of information. If he didn't contact us, rest assured the situation would be handled. YAYYYYYYY!

Fast forward to January of 22. While trying to purchase a new home, we were asked to take care of the Collections from Brinks. Two days later I started receiving text messages, and phone calls from MOUNTAIN RUN SOLUTIONS. Apparently they had purchase my now 1500.00 bill from Brinks. I wrote them a long explanation and told them I would not be paying them for this debt because we did not owe it and that we had already been through all of this for months.

So after about 4 months in 2022, I found online CREDIT GLORY and paid for their service to remove the information from my credit report. I was attempting to expand an office and would need to borrow money. Credit Glory was 299.00 up front and although I have Experian/Free Credit Report since day one, I would have to pay for a company called IdentityIQ? 19.99/month for the 3 months I would need CREDIT GLORY. The 3 months turned into 99/mo until December of 2022 when I noticed I was still paying for both. So I cancelled it was easy and they were a great company, although there is one problem. The second they quit sending the monthly disputes MOUNTAIN RUN SOLUTIONS puts the junk back on my credit so I am out almost the amount that I fraudulently was being extorted from Brinks. What is sad was I was a great customer and they are so greedy that they still attempted to mess with me and it is still a problem today in 2023.

THE MORAL OF THE STORY IS DO NOT USE BRINKS THEY ARE A HORRIBLE COMPANY.

Sincerely, Dr. John Gage Corpus Christi, Texas.

On January 5, 2023 received notification from Alarm.com stating my system is not connected to wifi since January 3, 2023 @10:34 pm. The next morning I called Brinks for tech support, after completing steps to see if wifi problem, Brinks told me my control panel is out of date and would need to upgrade to 3G system. Never received any information from Brinks stating this would need new panel. So, went ahead and schedule an appointment to update on January 16, 2023. Today, they texted and said had to move repair. Called Brinks again- new date to January 24th. I am very unhappy with Brinks. They do not have the courtesy to call or send mail notifications to state rate increases, tech issues, or respond properly with security issues. How can you trust their monitoring of your home? Are we really being protected? They did not even have the courtesy of saying hello, we are now your new Home Security company. We were with montironics security. I only knew security company change when noticed on my alarm.com app. I made a call to Brinks in 2021 when a little screw was lost when changing battery. They wanted to charge me $50 to have someone come out to put in a little screw in my control panel. So, this should have been my first reason to change companies. Rate increases without notifications, lack of reliable tech support, and lack of any communication with us is my reason for going to leave Brinks. What has happen to customer relations. Companies have become really lazy and to robotic to improve customer satisfaction and customer retention. Just wish there was more human to human contact or at least send a letter saying Hello, we are ……thank you for being a valuable customer.

This has to be the worst experience of my life. 6 weeks ago a salesman showed up telling me how I can have better service and pay less money. So of course I'm interested so they came in sat down and hashed out a win win situation for both. I was to switch security companies ADT to Brinks switch Internet from Xfinity to AT&T and lower my bill by 35 to 40 dollars a month. Along with a 200 dollar gift card. That was my deal 6 weeks later I paid Brinks and ADT both AT&T internet is not available in my area I have no cameras because the installer didn't have the right tools and no gift card because AT&T don't have service here. So let's wrap it up 2 bills a month no savings no gift card no cameras no one willing to help me. Now they get pissy when I call and don't want nothing more to do with me. I'm going to scream everywhere I can these people should not be in business.

I'm calling tech support because the Radio is not responding, do I can't armed or disarmed the alarm from my phone, technical support by phone was unable to fix the issues, Araan told me, she can't send a technician because they ar we scare because Covid, the she said she will send me a technician for almost $300 plus aditonal cost if takes more than an hours. I was in shock then she said she will sell some insurance for this cases. So is gonna be $7! Month plus $50 and additional per hour. So I'm paying this company for almost 5 years, never call to complain, they don't know what is tje issue with their own system, and somehow we the consumer, we have to be responsible for the cost. Very disappointed with Brinks Customer services. When they try to give me an appointment with a technician, Aran told me, she doesn't have any technician available. Is unbelievable.