Brink's Global Services
Reviews and Complaints

Monitronics/Brinks Home Security is the worst company you will ever have to try and cancel. They make it JUST SHY of impossible to cancel, so you give up. After many phone calls, even a service call that did not fix the problem, a phone call where they tried to get an 84 year old to fix her own system, and a request to cancel, they continued to harass for payment and eventually sent an enormous bill to collections for a system that has not worked in 2 years. That was for my mother. For my business, It took me weeks to get mine cancelled, speaking with CSRs who would tell me my information was incorrect when I was looking at the contract. They are both nightmare companies. BUYER BEWARE. After all my aggravation and thinking mine was cancelled I expect to get a collection notice as well. Both of us have spotless credit. They will never get a dime. Here's to a blemish on your credit from a company that is THE WORST OF THE WORST.

I called in August of 2022 to cancel my brinks service, which I was told I couldn't do over the phone, and to email my military orders to [protected]@brinkshomesecurity, but that email does not work so I have called back multiple times and was told my account was canceled. This next part is my fault, but I do not pay attention to automatic payments leaving my account and did not notice until January 8th, 2023, that they have still been charging my account for a service address I sold and no longer live in. I will be calling again on Monday and asking for the DocuSign agreement their website says you're supposed to sign to cancel, which was never told to me over the phone. I will never trust this company again.

I was a customer from AT&T digital life and when they sold they company two brinks home I have been through a lot of red tape with this company I would recommend this company to anyone because they would keep add you to contract that you never sign for and equipment you order be on back order and then you say you don’t want it and they still leave you in contract for the equipment you don’t have and tell you have 3 days to get out of contract when you add new equipment on so yo have been warned about this company leave them alone

We have had Brinks in our home for over five years. We replaced our windows and could not get a support staff to come to our home at reinstall the window sensors. Upon receiving a date to finally come reinstall the sensors we were advised our appointment was passed from December 20 to January 11, 2023 due to Brinks not having g enough service staff to perform these types of installs. We tried to cancel our service and was advised that we were still in contract and could not cancel without a buy out fee being remitted. So we are stuck paying for a security contract without service of said contract . Thus has to be against the law!

Attn: Brinks Security Management

We’ve been a client of yours for over twenty years however during the past few months the service you guys were offering has declined. We even made attempts (see your notes internally) to fix the ongoing issues whether it be wifi going down, door camera makes poor quality pictures, camera photos come in a day or two late, just poor connection even after your tech over to reset our password and test our system.

Recently, our contract expired and we were offered a new outdoor camera that would work when the wifi goes out. However, we learned that you only offer monitoring not add on these type of features that we were requesting. Your technician advised this to my wife Darcie that you guys couldn’t

offer what we were asking.

Now, I did talk to one of your customer care employee and was under the agreement that you guys could add a camera to our system and monitor it too but this added camera did not happen at all. I noticed today I received a 24 month extension that we would be staying with your service however I emailed the customer care employee named Rebecca saying that we want to cancel our service.

Moving forward, please end our service and have a good holiday season. We’ve already moved onto another alarm company and we will try them for a bit.

Thx again for your time and consideration. If you need a technician to come by and pick up any technical items i.e. keypad or door camera, just let us know and they’re welcome to pick these up.

Have a good holiday season!

Stanley and Darcie Cruz

1733 Jensen Avenue

DuPont, WA 98327

253.737.0496

[protected]@gmail.com

Since I changed from AT&T for alarm service my problems began when they first installed the system, the alarm would go off with no reason to, we had to call numerous time until a tec came a fix it, hoowever my alarm continue to once in a while go off for no apparent reason, when I called Brinks they said it show nothing in their end, I receive e mails everytime my alarm goes off I could not understand how I can receive an e mail and they can't see it in their system, On 12-11-2022 the alarm started to go off at 3pm it went of 13 times, until 11:36 pm when i called they had me change the batteries of the smoke detectors change batteries of the motion detectors, change batteries of the doors, well after speaking to them for a little over 3 hours of tec support they advised me to call in the morning and just take the panel off and the batteries on all the smoke detectors and speak to a manager the next morning, now today 12-12-2022 I get on the phone to speak to a manager I am told that I cannot speak to one because i have a scheduled appoitment on the 21 of December, as I get depper into an arguement I am transfered to customer service who tells me that I am lock into an agreement until 2024 and that she only shows that the alarm went off twice not 13 times, well that was the icing on the cake because I have as proof every e mail i received that is shows the time of the alarm going off for intruderf, or smoke detector , the fact that I am just a home owner not a big company I feel this company does not care , they don't get that having this happening all day long the soundd, what it does to a recoverying older person like my mom the noise that creates disconfort and axiety to my dogs fustration with my neighbors, lack of sleep to my husband that needs rest because he has to get up at 4 am my kids that need to go to school, all of these other factors, that this issue cause, and it not be resolved by the company that isntalled this obviously defected system in my home is disgusting, I like for anyone family that is a manager, supervisor, whateverf there title is to live throughf one day of this happening to them, it is torture, and still i get nowhere, all i get i understand well if you did something would be done, now I am with no service for the next 10 days, and not one answered question, Why does this continue to happen in my home, I think the right thing to do is to give the customer the right to cut ties with this company if the situation cannot be resolved, not keep taking their money and not resolve or give them the security which this company offers, why should anyone pay monthly if in fact the alarm system is not working and wed have no security, feels like stealing from the consumer, I am hoping that this issue can be resolved because this is just not right

Job number [protected], I have been trying to get camera's installed Memphis TN 38107 since June 2022. There have been 3 cancellations. The first one scheduled for 9/14 I was told there was a technician emergency and he had to reschedule. The next one scheduled for 10/17. I was told there was a shortage of technicians because of Covid and Brinks was trying to get everyone vaccinated and the last one scheduled for 11/22/2022.I was told it was due to the vendor or contractor. I have been waiting on a return call and no one has contacted Me. What do I have to do to get this installation resolved. I spoke to Ashley on 10/14 who said Brinks was shorthand in my area. with Nakia on 10/17, Hussain 10/18.

Brad Harvey misrepresented him himself on July 25/22. He said; that he would call Alliance Now they're Safe Home Home security and that contract cancelled. I thought this was on the up & up. But I was wrong. I was told by a lawyer that do to the facted we were lied to the contract from Brinks is nil and void. I want my monies you have taken out of my bank account back, in a timely matter. I have called several times. And spent hours not getting any where with your company.

Michael Frank

I have been a Brinks Monitored Alarm System customer for many years. Several months ago I called to have the service terminated, as we continued to get monitor alerts from either low batteries or other issues, I tried unsuccessfully to resolve, when Brinks would send the parts out.

To Brinks credit, they try and have the customer do as many minor repairs in order to save the costs of a service call. After breaking a few sensors (clearly my fault), I just tired of this, as we had stopped even setting the alarm for the past six months. Kind of stupid to pay for monitoring!

When I called in to terminate the service, I was promptly transferred to an 'account retention' specialist. Aftr hearing my reason, he said, not only would he drop the monthly monitoring charge, he would..."credit my account for six months"... as compensation for the period we were not setting the alarm.

I thought that was more than fair, and agree to pay for a $150 service call to fix everything again. On my next bill I noticed that I got a ONE month credit. When I called to inquire, I was informed that Brinks had no intention of extending this credit to me!

Buyer Beware! I did not make this up! This was clearly a 'bait and switjch', and this agent simply lied to collect his commission!

In 2021 I called Brinks home Security to stop my service, I told the gentleman on the phone that first of all I never knew I had Brinks... I was with Monitronics for years and was never told that Brinks took over monitronics... I told the man that we were remodeling and not sure if we were going to use Brinks again, and I wanted the service terminated... this was in Sept. 2021, I believe on the 13th... he told me that it would take 48 to 72 hours and that it would be disconnected... I waited until november of 21 to disconnect and take out the unit... I turned my finances over to my daughter to take care of. She did not know that I had asked for the service to be terminated... the gentleman never discussed with me any documents to sign... I later took back my own finances after the remodel and saw that I had been charged all this time for the service that was disconnected... I talk to one of the service managers named May on the 23rd of November of this year and again requested for it to be terminated, I also told her the previous gentleman when I called that day, said I still had time on my contract, I never signed any contract and she said he was incorrect and that I did not have a contract... she sent me a document sign sheet which I signed and sent back... it says completed... my problem is that they charged me for a whole other year even though they said they knew that the system was not working and no one called... I will never use this company again, not ever...

My equipment has not worked due to the 5G upgrade. Brink sent out equipment which was supposed to be free to do upgrade. Well for one it requires a tech to do since it involves replacing the motherboard. Tech has not been scheduled for going on a year. Brink refuses to schedule me due to they say a shortage of workers. This is unacceptable for a service that I pay for. They have been paid for almost a year with no services rendered. I started getting collection calls for the FREE equipment month after month. I call every month and am told I don’t owe for the equipment. Well low and behold they went into my bank account and took out money for equipment that was supposed to be free. I called requesting that my money be put back into my bank and to cancel security account. It’s been about 5 months money not put back and they refused to cancel my account. This is trickery and robbery and something needs to be done!

Iam tired of the techs not showing up when I have made two appointments .No phone calls and the sales rep hung up on me. I need help fixing the problem . Also I was told my bill would be 89.99 a month not 101.00 dollars and he never told me about taxes added. thought it was included in the 89.99 a month. It takes me 3 hours to get to my appointment .I have had to reschedule app. Then they dont show up or phone. I am not a happy customer. I am ready to cancel my contract if this problem is not resolve.

We called Brinks to tell them we were moving in July 2022. We asked for them to come move our system to our new house. They said they would be here in August. The day they were suppose to come, August 16th, I had a dr appointment that I had to reschedule so I could be here. I waited the entire day and my husband called. Apparently the tech said he couldn’t find our house and never called us. Just didn’t show up. They said they would come on a Saturday 2 weeks later. No show. Husband called. Only received “closed” messages. We have been rescheduled 5 times. They have had NO PROBLEM taking their $78 a month from us the last 6 months. Even though they said they put a HOLD on our account. We called Tuesday 11-22-22. They yet again drafted our account and tried to reschedule. We demanded to be canceled and they wouldn’t because we are still under contract for 2 more months. We demanded a tech before the end of the month and they said it would be in December. They said they would give us a credit for all the months we paid with no service. We DO NOT WANT THEIR LOWSY SERVICE because they can’t show up. We had to call the bank and put a stop payment on them. My guess is, they will show up in January 2023 wanting to install our system. Sorry. You have already proved you are a horrible company with horrible service.

I am writing on behalf of my 80 year old aunt who has had Monitronic/Brinks service for over 10 years. The problem is that the security system has failed, several calls for service have been made and they have refused to send out a service technician or stop taking payments from her checking account. They insist on trying to walk my aunt (80 yrs old) through repairing/resetting the system. This is so very frustrating and an abuse of power. I can't imagine being a senior and feeling, hopeless, defeated and abused by a company whose main job is to provide security/protection. What a ripoff and disservice. They should all be ashamed. I am also writing to the Consumer Protection Board and the Attorney General's office.

I’ve had the system for about a month now. The door sensors were just replaced and one fell off the next day. It was when I tried to resolve the problem that I realized how terrible their service is. The hold time was 25 minutes. When I got through I was passed around 3 times. Each time I had to repeat my account info. They are sending a sensor that I will have to replace myself. I want to cancel the service since it hasn’t worked correctly since being installed and their customer service is not responsive.

The name is Kimberly Tinsey - email [protected]@aol.com [protected]

I was very upset with the service once I found out that I had to fill out forms in order to have emergency service (police) dispatch to my home in case of an emergency- so I asked to cancel my policy- coming to find out Brinks continue to bill me 6month after I asked to cancel -- and states that I have to pay the bill of 300 plus in order to cancel or they will continue to bill me. this is a rip off.

they see that I called and complained and still say that there was nothing they can do- please remove 6month of fees and cancel this acct please

I called Brinks home security today to cancel my service as I am moving due to health issues and income changes. I contacted customer service and spoke with a lady who said she could assist me. I explained to her what I needed to do and she said no problem. She said she couldn’t cancel my service due to a contract. She said I could put a stop payment on it but they would continue to charge me along with late fees and if I still didn’t pay they would turn me into collections! I have had this service for 3 years! I can’t believe they would treat their customers in this manner. I told her that I would like to talk with a supervisor she agreed to transfer. After about a 15-20 minute wait I am finally able to speak with someone else. This person pretty much tells me the same thing but say he will give me a discount but still wants to collect $593.79 for a contract I have never seen let alone signed! He asked me if I wanted the contract emailed to me I said sure, have yet to see said contract. I have always made good on payments and these are unforeseen circumstances. What is a person supposed to do when there are life changes.

I got brinks in 2018. Their products do not work well and break often. This summer the new deadbolt/keypad started having problems again, the doorbell camera stopped working then started working and pinging me every 30 seconds at 2 am then stopped working again, then started working again and on and on and on. The control panel started giving me problems. It would not connect to the app. I deleted the app it would work for a bit and then not work again. I had been calling brinks since july maybe earlier to get this fixed. When I called there was a promotion going on to reduce my monthly bill if I upped my contract for another year. My contract was due to end in september 2022. I agreed to up my contract if and only if these items were fixed. Well they set my first appointment for august 26th. I took the day off from work to stay home and wait for the technician. When the tech never arrived I called only to be told that the tech went home sick and they had to reschedule. I was frustrated because no one called me and they rescheduled for a month later so I was without my security system for another month. The next appointment was scheduled for september 29th. Again I took time off work to be home for the technician and again the appointment was canceled the same day. So this time I was furious because not only did I take time off work but I now had to wait again. They wanted to schedule me for a month out again but I made a stink and they were able to find an appointment for october 4th. On october 4th I called brinks to make sure someone was coming and once again they cancelled. I said forget making me another appointment just cancel the new contract because you did not hold up your end of the deal and cancel my service. They told me I would receive a docusign email to cancel the service within 24 hours. I did not receive the email so I called back over and over and over again for 3 ½ weeks and finally got the email at the end of october. I signed it. Today, november 2 I got a phone call stating that I owe them $78.34 for the last 2 months of service. I told them I would not pay for a service that was not working and that I have been trying to cancel for a month. I was told that I still had the monitoring service so I still had to pay for it. I told them it was not working so I refuse to pay for something that is broken and that you refused to fix by your cancelling of 3 appointments. I will not pay this outstanding bill.

We tried to cancel the Brinks Home Security service, but were harassed with aggressive sales pitches by the original agent. Then speaking with a manger, we were told to expect an email with a DocuSign document, which did not arrive. We were also told cancellation notice is 30 days, with no discussion ("policy"), and we have to pay at least 30 days from the return of the still outstanding document. We do not agree with this, see below, but the person on the phone ("manager") was inflexible and very impolite.

We had the Brinks Home Security system installed in 2019, but never received a written contract. The installer said "they" (Brinks?) use only Text Messages, which are long gone. In particular we were told that after two years we can "cancel at any time without penalty". Brinks is apparently not honoring this.

We are very dissatisfied with the system. We had continuous false glass break alarms, caused by people sneezing, or just by flipping a light switch. This very annoying, particular when it happen at night. The problem was never fixed by technical support ("you have to live with this").

We want to get out of the service immediately without further delay or payment.