Brink's Global Services
Reviews and Complaints

We have been Monticis since the beginning of time; we had to change over when they sold. I have had direct auto-payment since then. Now I have received a letter that states we are behind in payments. I called and talked to someone who could understand the language. It was a mess—3 hours of go-round with her. My time is valuable. I would like to have this fixed, and we can move on.

ATT is not supporting Digital Life as 9/1/2022 and have turn it over to Brinks Home Security.

When they informed us of the change they (ATT) said the bill would remain the same amount as ATT $42.96, the payment came out of our checking at $45.09. We want a credit of the difference and the bill to remain as the $42.96.

We were given an installation date of 7/7/2022 no one showed up or communicated that they could not make it.

We got a trouble ticket [protected] with not response from that. Left a message for scheduling 8/16/2022 with no response we were given the run around for another week of calling. Finally the installer showed up on 8/24/2022, and installed the system. He was very rude and did not explain the thermostat to us.

In May of 2014, I joined Brinks, formerly Microtronics, with a 5-year contract. In 2018 they raised the prices and I called to cancel but was told my contract ran through 2019. They agreed to let me keep the same original price with a new contract for3 years. Adding 3 years to my original contract would make it expire in 2022. I called to cancel early in 2022 since I added my own security system but was told my contract ran through 2023. I have asked for a copy of my contract and all they sent me was the original one, not the new one. The new one was a verbal contract over the phone. I then called a supervisor and she told me she could have it printed out and e-mail it to me. I have no problem paying if it goes through 2023 as they stated but I want proof of the new contract and after a dozen e-mails, many phone calls, and written letters, I still have not received a copy of the new contract. I just received a letter from them stating they would turn me in to collections and the credit bureaus. I would like to find out why they refuse to send me a copy of my new contract. Customer Number: [protected] for Brinks

I received a notice from AT&T that I can switched to Brinks because they are closing there home monitoring services , with the promise that my rate will remain the same and it will not increase. So I switch i June. When I received my first bill, it was 9 dollars difference from what I was paying to At&T, I paid 39.99 to at&t and now I am paying 47 dollars to Brinks. I called the Brinks several times without solution , because I was asked to produce a code that nobody orient me to at the time I switch. Getting this resolved becomes a problem. Staff are very problematic on the phone. I wants to cancelled my business with then=m but i couldn't because nobody wants to speak amicably with me.

I previously had AT&T DigitalLife for years. I received an email that Brinks would be replacing the services because they have 5G. From my understanding nothing was supposed to change except for the cameras. When the technician from Brinks came out he also replaced my door lock because he said he couldn’t get it to work. I’m not sure why but it was working. My Yale door lock was replaced with a cheap Kwickset door lock that has given me problems from the start. I was getting messages on my phone constantly door lock jammed and now it won’t lock at all. My Bill also went up with Brinks and was told the monthly payment wouldn’t change when I switched over. The memory on the cameras are limited and not comparable to my service I had with AT &T. I called Brinks and was transferred several times and their solution was extend your contract and we can lower your monthly rate. If you want your lock fixed then it will cost you $50.00 for a technician to come out and cancelling the service will be $1800.00. So I am expected to continue to pay them for services and I can’t even lock my front door.

I have been with this company for 12 years which was Protect America before, for the last year i have been having problems with my system I have reached out to them in several occasions in which they have try to help but to no success. They finally told me that my system needs to be updated they gave me an appt July 26, but no show, no call I called them they inform me they see the appt but had no one that could come out to me, second appt Aug. 8, no show, no call again I called this time I was told they didn't have anyone to come out, third appt Aug. 23 this time i got a call that they have to cancel bc they are short handed, they want to reschedule me again. This is the worst company I have ever dealt with, they raise the prices without calling. My family and I have been with brinks for many years but at this time we are looking for a company that will serve to their customs needs new or old.

I was previously with Protect America for several years with no problem. They sold account to Brinks security a few years ago. At some point needed to upgrade system to 4 or 5k according to Brinks, therefore had to replace panel, sensors or contacts. I have had problems with my system since then for the past 5 weeks system not working. Brinks sent out a technician twice and front door sensor still not working. When I contacted technical dept they advised they would send me a free sensor through the mail yesterday and walk me through the process of changing what I thought was a new sensor. I was advised it would cost $2000. to get out of this contract that I've only had a few weeks. I advised I thought I had 30 days. This has become a nightmare. Sometimes it pays to pay more for some degree of competency and security.

I switched from AT&T Digital Life to Brinks and it’s one of the worst decisions I’ve ever made! The first technician took a photo of my wifi password and stood at the keypad as I entered my pin. I was told I would have a two-way voice outside camera installed. I kept wondering why I couldn’t hear anything. Later that day, I signed into the APP and noticed an additional user (I didn’t add), I deleted the user; only for it to be added again later.

I immediately changed my wifi password, personal pin and APP password. The cameras stopped working. I called Brinks and was told the cameras needed to be reset.

It would be two weeks before a technician could come. Once the technician arrived, I made him aware the outside camera wasn’t allowing me to hear anything. He stated, because it’s not a two-way camera. Brinks hasn’t had those cameras for months!

I immediately called Brinks, for four days I was told to hold on. After being on hold for up to an hour, I hung up. Finally, I got someone in the cancellation department who stated, I’m under contract and I can either payoff the contract or payoff the equipment. I refused either option!

I explained, Brinks breached the contract by not providing me with the correct equipment. The representative wasn’t budging. Therefore I explained to him, if I go to a restaurant and order a cheeseburger, after paying I’m given a fish sandwich and I state this isn’t what i ordered but I’m told, too bad eat it; that’s a breach of contract! You can’t just give people what You want to and they have to accept it! No one should do service with this company. I filed a complaint with the BBB and with a few other consumer complaints websites! There should be a class action lawsuit against them!

I requested a cancelation of service. Primarily because I did not feel that the company was monitoring my service. I decided to change to a local company and one that does monitoring that could verify. I had let my alarm go off in the past to test the company's response and I did not get a call from anyone. I mentioned this to 3 representatives and it was not until I spoke with the 3rd representative that he attempted to explain why that happened while the others did at least apologize for what they stated: "should not have happened." This was a comment made by the second representative named Natalee ext. 28166.

January 2021, I received a call from a Brinks' representative. We spoke about the monthly rates. He advised me that he can get me a lower rate if I extend my contract with Bricks for 24 months. The new rate, including all fees and taxes, will be $36.96 per month, guarantee for the next 24 months. I made it a point to clarify the "monthly rate" amount, that it included, in addition to the monitoring fee, that it included all other fees and taxes, for the total of $36.96 per month and that that rate will not change! He assured me that the $36.96 was the total amount I would pay for the next 24 months.

Today, I spoke Faith, Brinks' account representative. She verified the initial agreement amount of $36.96 per month, but insisted that it didn't included any fee or tax increases. She insisted that a new contract agreement was emailed to me. I double checked and no new contract from Brinks was emailed to me. In fact, Brinks was not my original alarm monitoring service, it was Monitronics from MONI Smart Security. I never received a contract from Brinks!

For the next service months, I was receiving email Brinks statements correctly showing $36.96 per month.

At no time did they inform me that I was late or behind until today. The initial representative who contacted me today informed that I was behind. I informed her to check their records and as her to hold while I confirmed my record. She hung up on. When I called back, I insisted on speaking to a supervisor. They gave me another phone number to call and I ended speaking to Brinks' representative Faith.

today 08.01.22 I called to clarify when my Brinks installation technician would arrive. I had received an email with a job reference number of [protected] stating they would arrive between [protected] on 08.01.22. When I checked on arrival time with the attached tracking link it stated that the arrival time would be 08.01.[protected]. I attempted to verify this via text without resolution. I then called customer service where your technician was rude, exasperated and over-all disinterested in helping in any manner. I explained the situation. She curtly told me that I was wrong that my service appointment was for Wednesday 08.03.22 between [protected]. I attempted to explain the email that I received from what appeared to be brinks with a different date and time. She was disinterested and just kept repeating the same information that was less than helpful. I have had a Brinks account for multiple years and have never been treated so poorly. I am very disgruntled and am thinking of looking for other security options. I would like a response in a timely manner pleas

I have been waiting for over three weeks for a technician to come service my alarm that has not been working. I have called Brinks over and over again because everytime they tell me a tech is coming out no one shows up.We are not able to set the alarm so it puts my business at risk. They keep giving me the run around when I ask to speak to a manager they say no one is available.

I ask to be let out of my contract since Brinks can not deliver the service to their customers but they want me to pay. Now they are making me wait until August 8th without an alarm.

Beginning early June 22 the problems started

I called to cancel service as I was no longer under contract.

Customer retention convinced be to continue on under contract with a new system.

The system was never delivered and the third party vendor was not contactable. I contacted the vendor later in the process but would not deliver the service.

I tried resolving the problem several times and many hours on the phone.

My response to the customer retention person:

You sold me on a contract for a new alarm panel and installation. Let’s just say it’s not going well. I’m actively canceling the contract for Brinks failure to perform. I was never contacted by third party vendor and I have not received the system.

The reason for the cancellation is more related to the circular phone issues than delivery. Please review the notes associated with my account.

I contacted my lawyer regarding the problems being encountered. She advised me that I cannot be held to the contract if Brinks is not providing the promised services. I was just discussing where I stand from a legal perspective.

Proposed resolution: [FAILED]

- Deliver the equipment directly to me as Simply Wired is not contacting me (I tried again today)

- I will install the panel myself – I do not expect to be charged for the installation

- Keep the original rate we negotiated

- I do not expect to be charged for the non-service period.

I received numerous customer retention emails.

I kept names but won't reveal them here.

I was assured that the contract and offer was cancelled.

I cancelled my credit card to document the issue and control the charges. I think they are still trying to charge me.

We called and complained to Brinks Home Security that our alarm was going off. March. They did not receive our alarm in their call center. We tested it again while on the phone, no alarm was received there. A third time they received the alarm. A month later, April, We repeated this process as our alarm went off and Brinks did NOT call us... We complained on the phone to different people in the call system with no remedy. Intermittent service and they raised our rate for monthly monitoring to 44 per month. We cancelled the service over the phone, they acknowledged it. May 5. We went though support prompts also and confirmed our cancellation. Called when ADT was installing our system, as a witness when the alarm was tested, Brinks did not have us as being monitored on 13 May, no response either to the alarm so we got a new system on 13 May with ADT. Brinks continued to bill us, though we called them at length for hours a month and two afterword's. We sent the documents required and they electronically stamped the account was closed. We were paid up through May 11. So why did Brinks bill us through the 10th of June and through the 19th of June? They said they needed written document signed by us and sent to them, DID THAT ALREADY. Now it is July and we called them again, twice. Check that dates and documentation Brinks. They could not and would not change the bill. With additional charges for June and July. We complained to our County Consumer Affairs Department and States Attorney Generals office for consumer affairs (complaints). They are NOT listed in BBB after over 6000 complaints were lodged, it appears they were de-listed. Yelp gives them a 1 out of 5 after 810 complaints are growing online. Brinks Home NONSecurity gets a — 1 in our book. We paid for one months bill but are going to small claims court as the county has a lawyer assigned to this matter for those filing official documented complaints. Wait times on the customer support line - hours any day or time of the week.

1) My billing information is incorrect! -- this has been messed up by your POOR POOR customer service that does not know what they are doing!

2) my monitoring doorbell camera is not working at one address

I've spent OVER 8 HOURS trying to get my account rectified to keep getting someone THAT DOES NOT KNOW WHAT THEY ARE DOING AND IS ONLY MESSING UP MY ACCOUNT COMPLETELY AS THEY DONT UNDERSTAND CORRECTLY! This UNECESSARY that I as a customer have to go through so much STRESS to get NOWHERE! Your customer service is TERRIBLE! They really need proper training and training on how to communicate with a customer. This is how you operate?

Rosie Cleveland a salesman came at door offered to sale me security, done, paid cash as requested $ then they got my account, went in took $69.00 from my account year 2020, ever since, I have had to call police and they said this not right, I need to show picture of burglar, nothing to show. I'm a single window and I've been taking advantage of by this company. I have called them several, several times to fix this problem. I have been broken in, they took all my garbage bags, I have seen them throw a bag on a customer of drug transaction, with my meds, medical supplies, tools, household items, camera has been booted, but no service from these people, next after BBB, in hiring and attorney. Today's date july25,2022, as paneled it, June 2021. Today they said it will be $199. To get technician. They put you on hold tell you a lie transferring you to higher technician, no one come back. I re-download phone app, now it doesn't show any camera view. I need some help, my # [protected]. Rosie Cleveland, problem serious with brinks security rip off

I just had one of the worst experience calling into cancel my account. I was transferred 4 times and was on the phone for more then an hour. I told them if they can pull my call to see that I did not extend my contract when I moved and the system has not been working properly. The team kept transferring me around, finally Alana "Manager" stated she heard my call but couldn't let me hear it or give me a copy and she could not help me with canceling. I told her I wanted a copy of what I signed to extend which I know I did not sign. The copy she sent me didn't say anything regarding extending it was only the items I purchased. All I want to do is cancel as I know I have completed my 5 years. I asked Alana if I can speak to someone higher and she said their was no one higher (I know that is not true). I hope you can help in this matter.

rst of all I NEVER SIGNED UP FOR BRINKS! NOW TRYING TO CANCEL WHEN I CALL-- THEY HANG UP AS SOON AS THEY REALIZE WHY IM CALLING..I BEGGED THE LAST GIRL TO "PLEASE DO NOT HANG UP ON ME...PLEASE DO NOT HANG UP!" Dfw Security sold my security service to Brinks at some point during my contract with them at 3x times the original rate. the original contract ran out years ago and i have been on month to month as far as i know but today...Brinks is telling me i have renewed my contract in febrary of 2022 until feb 2023 which never happened because i had a contract on my home in december of 2021 to move out on March the 8th OF 2022.. NO WAY I WOULD RENEW MY SECURITY SERVICE! .when Brinks took over my service they were servicing for 3x times the price of what i signed up for. when I asked both companies for my contracts both seem to be unable to provide any documentation...Brinks first said they JUST EMAILED IT OVER, while i was on the phone...we waited several minutes , she kept saying..its coming its coming... nothing...then finally she said well its gonna have to be generated and could take 24 hours ! so then i called Dfw and they said they no longer have acces to those records! I started my service with DFW security in 2016..i think my contract was for 3 years best i can remember...i paid for equipment up front and paid on time no issues...now that i no longer live in this house i cannot get out of this Service...paying $54 a month since march of 2022 for service in a house i no longer live in! the girl at Dfw seemed like she could care less that im stuck with the mess they created..they got paid selling out my contract and now im stuck..to bad for you lady..NOT OUR PROBLEM! I WANT THEM TO STOP LYING AND STOP CHARGING ME FOR A SERVICE I DO NOT WANT AND NO LONGER NEED. THIS IS NOT MY LAST STOP...THIS IS ONLY THE BEGINING!

I have had a problem with our Brinks system for the last 6 months. I and my husband have been awakened 6 times by a blaring alarm. We have went over running checks on this system over 10 times. We have also not had our home monitored by them, but they were being paid. Our alarm system went off, another false alarm, we expect Brinks to call or the police to show up, but no one did. If this would have been a true emergency and some would have broken into our home and injured us, no one was in route to help us. This was really scary. When I contacted Brinks to let them know I was dissatisfied with their company, they were not nice. I just want to let people know about my experience. I have been more than patient with this company. I asked for a refund of my services, due to our home not being monitored at times, and the rep had the nerve to say, "well you owe us if you break the contract, you will have to pay $400.00". I was appalled, after not having our home monitored and all of the inconveniences that we had endured. It must be nice to get paid for services not rendered.

The first of May, we called to discontinue service due to servicing issues with the Brinks monitoring. After months of issues and not being able to solve them with out having to paying a lot of money to upgrade. We decided to go with another company. My May bill for services from [protected] through [protected] was paid on May5th 2022. The service equipment was taken out on [protected].

When I called on May 5th to discontinue service I was told it would be discontinued on May10th 2022. We were receiving calls from Brinks with no one there. Therefore we called Brinks to find out what was going on. After being on hold and being disconnected several times over a 5 day period. We called back on several lines and was place in the cue from over 2 hours. finally got someone on May16th. That person told us they needed to send us a document to sign. we received it on May 19th 2022 and signed it and sent it back on May 19th by email.

I received a email:

"We hate to see you go!

From:Brinks Home Security ([protected]@brinkshome.com)

To:[protected]@yahoo.com

Date:Thursday, June 23, 2022 at 04:29 AM EDT

Brinks Home Security

Hi Steve,

Customer Number: [protected]

Account cancellation

We see you have cancelled your professional home monitoring with Brinks Home™ on 2022-05-20.

We hate to lose you as a valued customer and want to give you one more offer before you go. Call 866.447.9239 and speak to a customer care consultant who can create a customized home security offer exclusively for you.

If you change your mind about professional home monitoring, we hope you will reach out to us for reactivation at 866.541.9453.

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1990 Wittington Place, Dallas, TX 75234

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Even though we discontinue the service via a phone call on the 5th in which we were not told of this document. I knew I was paid up til the 10 of may 2022. Today I receive a bill for the [protected] plus late fee and paper fee. Called to try to get it fixed with no result. she still stated I had to pay for the billing period. Even though I had no service! She also stated the she had the date down as June 20th. which as you can see in the email was wrong.

Please correct my bill to Zero (0.00) owed. We left because of the service we have received since Monitoronics join with Brinks. Which has not been good. Plus the cost has gone up and up. We had Filed a complaint with the state and county about this. After talking to several people in Customer service and rude calls being received. We are Not a happy customer with Brinks.