Brink's Global Services
Reviews and Complaints

Service to our home security system has provided by brinks stopped one month ago due to a needed upgrade in home equipment. After calling in My wife was told to wait for a phone call from a local company. After waiting nearly a week she finally called back in and was told they did not have her contact information but that she should continue to wait as they would assist. After waiting again she eventually had to call back in and was told that in fact she needed to contact the company. She contacted them and they said they could not install it until June 7th which is several months away. Every time we try to call Brinks we end up on very long waits. Today after an hour wait my wife finally got back through and attempted to cancel. After very high prices the sales rep continued to lower the prices to try to maintain as his customers but at this point we were so unimpressed with the customer service that we no longer wanted to do business. All we want is for the month that we have not had service to get credited back to us and not be charged for the next month which is what the guy said would happen no matter what. We were told we would receive a cancellation email which we have not yet received so we'll have to call back in again. This is terrible business practices.

I have been holding on the phone every day for 5 days for over 4 hours and 1 of those days was over 6 hours. I have spoken to 6 people and during my conversation, I got cut off. Since I am told that your people cannot return calls, I have to start over each time.

The reason for the call. I was having some problem with my system "loss of supervision of receiver" and technical engineer was fixing this online, but only lasted maybe a day. I was scheduled for a 3G to 4G upgrade on1-26-22 and was told this would fix the problem. When the serviceman arrived, he told me that the problem was not the 3G to 4G upgrade, it was a part in my wired system going to the receiver. He charged me $148.84 for the part which I paid on my credit card. He went through and made sure all devices were working correctly. About 2 hours after he left, I noticed the glass breakage devices were not on and the smoke alarm started the "loss..." again. I called and the tech block those devices. My service continued to be up and down with only part of the devices working. As of 3-12-22, I have no service, the total system is down.

I tried to give Brinks the opportunity of quote for new equipment but based on the above, after holding for hours, when someone answered or tried to transfer me, I got cut off. Now these last 2 days, I have been trying to cancel my account, but I continue to get cut off. Therefore, I am going to another company.

Amazing how brinks cannot answer the phone when I call, but 10 times a day they can call me to collect a debt I don’t owe for services I cancelled Dec 15th. I did not receive my cancellation docs and have written a letter, emailed, texted and called to no avail as they make you contact the cancellation center in which I have held several times over an hour each. I don’t want the service I ah e been a customer for 10 years and this is crazy it is this hard to cancel service. I could never recommend brinks to anyone! I called and cancelled then wrote a letter that I cancelled and each has failed to have been acknowledged.

My contact expired in January 2022 with them, since I did not have a desire to continue having them as my security company. I began to research other companies to service my home security needs, although they contacted me approiately for a year to agree to another contact with their company. After, my reseach I chose to the company Cove Security on January 12, 2022 and their tech team Hello Tech installed my new system at a price of 79.00. The system costs 461.49, a new outdoor camera (ring) 179.99 and I paid the techeation an addition of 75.00. On February 1st I called Brinks Home Security and informed them that I had another security system in home. The representative started to offer me more offers to get me remine with the company, since I had been a very good customer for 5 years. I informed her that their company did not to offer a way to contract them after hours or on the weekends, the fee for montoring is high and my window sensors constantly lose connections. Therefore, my was home was not secure. I was sure that they will still charging credit, but they are still charging me and I have not used their system since January. They are still trying to me to take their new offers each time I call their company. It is too hard to get them to stop charging me.

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

Cost Recovery Fee is increasing from $3 to $6.40. More than double. Are you serious? Is this happening to any other customers? Two months ago; I received an email concerning making a two-year commitment to remain at the current monthly rate later to find the cost recovery fee of $3 wasn't included in that. After calling very upset I was allowed to go back to the previous rate. Now this. Cost Recover Fee more than doubling. This is robbery. Does anyone know another alarm system company that I should consider?

I have tried every way and everyday to contact Brinks. I've been calling the [protected] since February 7, 2022. Today is March 2 and I cannot get through. I hold for 30 minutes, then they hang up. I tried the texting at [protected]. They finally responded stating I have to call for a cancellation. Then I received a billing reminder on my email even though I have emailed several times to no response. THIS IS RIDICULOUS!

I had alarm service with AT&T and Brinks came up with a special

promotion to transfer my service to them as AT&T is getting out of

the home security business. Brinks agreed to a specific list of

equipment to be included with the 36 month contract that I enticed

into signing. When the shipment for equipment came, the doorbell

camera and indoor camera promised were missing. I have the

email from the Brink's employee. The technician came out and

installed what he could and noted the missing 2 cameras. I've

spent over 3 hours being transferred around, only ultimately to be

told that they would not honor their agreement. The company

appears to have an engrained culture of passing the buck. I

couldn't get a single supervisor to speak with me. When pressed

all customer service agents silenced and transferred or hung up.

Not one person was interested in solving my problem. EVERY

single person I spoke with, including the person that sold me the

equipment, transferred me to a dead end or hung up. Regardless

of the amount of civility I used in addressing the problem. WORSE

CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD. Hands

down. Worse than the cable company and they're tough to beat.

I am a former Protect America Customer that was converted to Brinks. I own my equipment and was not in a contract with Brinks until I was recently deceptively placed into a contract that I did not want. It started when I was told by Brinks technical support that I need to replace the cell card in my unit. The card did not work so a technician came out (Nov 2021) and replaced the card and had a lot of trouble getting it to send a signal but he got it to work before he left. I was told I would not be charged for the technician visit and then on my next bill there was a charge. I was going to cancel my service altogether until I was transferred to account rep. Trey Decarter who told me they would remove they charge and offer me a $3.00 monthly discount if I kept my alarm system monitoring so I said yes. He did not mention I would be put in a new contract and then I recived a letter stating I was in a new contract. I would have never said yes to the discount If I knew that I was being put into a new contract because my alarm system monitoring is so unstable. Upon testing my alarm system this month (Feb 2022) I realized it is again not sending a signal again. I am being charged for monitoring that is still not working. I want to cancel my service and I should not be billed for any remaining months of any contract I did not agree to. I should not be required to return any equipment that I own as a previous customer of Protect America. I need to speak to someone to address these concerns. I have tried to reach out the Mr. Decarter and have not received a response. I have also filed a complaint with the Better Business Bureau. I have spent of 5 hours on hold times trying to speak to someone at Brinks and I am paying for a service that does not work which is the reason I wish to cancel my service.

On November 24, 2021, I ordered a new yard sign. The next day I checked my online account - I was already charged $10.95US for my order. Per Brinks shipping rules it supposes to arrive in 7-10 working days. It didn't arrive in 3 weeks. I called Brinks Support - it took about 45 minutes to get to the live person ( this time it was Sean). I explained my case - he told me that my order was shipped but he couldn't provide the tracking number and name of a delivery company. He promised me to send it again with no additional charge. After a few weeks, I checked my online account - I was charged $10.95US a second time. And I still didn't receive my order. On December 26, 2021, I called Brink Support again - it took about 60 minutes to get to the live person ( this time it was Allison). I explained my case and asked why I was charged a second time. She promised me to cancel the second charge and send me my order at no charge again. Again she couldn't provide the tracking number and name of a delivery company. After 2 weeks I called again (took 60 minutes, this time it was Branda). Same conversation and same promises. Called again on January 11, 2022 (65 minutes, Surina). Now is February 22, 2022, and I still didn't receive my new yard sign. It's been 3 months since I placed my order.

Customer #: [protected]

Tried to cancel my service on multiple occasions. Hours on hold with no response during business hours for a couple of weeks. Finally got someone on the call 4 days ago, 2/20/2022. He promised to send the paper work to cancel the contract right away. Nothing was sent. Called again on 2/28/2022, after 2 hours finally got someone. Agents purposely misspell email address in the system so that cancellation dousing bounces resulting in customer calling back and waiting or giving up and Brinks keeping the account. This behavior MUST be investigated, it is borderline fraudulent.

I also request a 2 month refund of fees since Brinks has failed to provide the service as outlined in the contract by not contacting us when we had sensors issues on multiple occasions resulting in police dispatching.

On 1/29/22 I called to cancel service. Was on phone for 45 mins before talking to someone. Was told that I would receive pdf file in 24 to 48 hrs with details of how to close account. Email never came. Called back on 1/31/22. Was on hold for 1 hr 28 mins. Hung up. Called again on 2/7/22. Was on hold 45 mins before talking to someone. Explained that I didn"t receive pdf file. Verified email address and was told that email would arrive between 48 to 72 hrs. Checked spam to make sure file wasn't there. No file. Still waiting.

We cancelled service with Brink's Home Security 10-2021 using phone calls and lastly a certified letter sent to them with signed receipt 10-25-2021. They continue to bill us and phone calls are disconnected or transferred to the black hole that ends the call. We do not receive services from them, nor do we have any of their equipment. We cannot get Brinks to resolver the matter and they continue to bill for services we do not receive. We began to cancel this billing in early 2021.

We called and ask them arrangements to send a tech for our alarm system errors, but nobody bothered to showed up or call us. We have to call them back and waiting over hrs to talk to someone and told me that I would have to wait a month to get a service appointment. ..we already waited almost 3 months without any help. We just cant stand it anymore and asked them to stop the service, but they tried to run around and send us to many department wait/hold and not letting us to end to the contract. Their customer service is so TERRIBLE.

Ladies and Gentlemen,

We moved from our old home June 5th, 2021. We attempted to take our security system with us (serviced by Brinks) During the next 3 months we called Brinks and set-up 3 different visits to have a technicians come to our home to set-up the existing system. NO ONE ever came, after taking time off of work to be at home. After that I called to cancel my service. I mailed a letter to the address given. Brinks continued to bill us for a system that was never connected. I called them over and over again, waiting on hold in excess of 45 minutes everytime I called. I finally cancelled my credit card they were charging and now they are going to email a "docusign" again. I still have received it and I am suppose to call them back and wait on hold again. Where is their accountability in this issue.

The system has never been connected, due to their never showing. How can they continue to charge for a system that never sent them a signal, never was disconnected since June 4th? I thought it was illegal to charge for services not rendered? Please help. Even if I finally get this disconnected now, they are saying they are going to charge me for the past 6 months. What? I hasn't been connected. I hasn't been send a signal. They aren't providing any services. Please, please help! Jeff Slater

A couple of days before Christmas in 2021, we noticed that the sensors of the house front door and the door from the house to the garage, were not working. I called for service and was told that a technician would come on January 17, 2022 to service the alarm system.

The morning of January 17, 2022, somebody called from Brinks to inform us that nobody would be coming that day. That person said that we were being rescheduled for February 17, 2022. We were upset because at that point we had been without an alarm for almost a month. I called on the phone to express my unhappiness and was told that since they had cancelled the appointment, that we would not have to pay for as long as the system was down.

This morning I called Brinks to find out the time when the technician would be coming on February 17, and was told that we were not on the calendar for February 17, 2022. And in addition, I found that we had been billed for the month $36.35.

My name: Maria L. Adas Address: 17722 Lancia Drive, Morgan Hill CA Phone number [protected] and [protected].

My previous alarm company was scooped up by Brinks and despite my better judgment, they offered to renew my expiring contract at the same rate/fees & conditions for 24 months. Things were good until about 3 months in the new agreement and a new charge appeared "cost recovery fee".. at first it was nominal, but now 8 months later, it has increased from

I noticed my 2/2022 bill went up a few dollars after my 12/2021 bill had already gone up. When I looked closer, the cost recovery fee had almost doubled to $6.40. I called to ask about this and was told the standard answer; this is to cover cost of system upgrades, equipment, etc. I said this was what I paid a monthly service fee for. Anyway, I asked about contract status and was told I was still under contract for 2 more years. Here's where I really get upset and feel they purposely make it difficult:

1. I asked where I can find a copy of my contract to review the terms. I was told it wasn't available online. The agent would request it and I should receive it in about 14 days!

2. I asked the date I renewed the contract and the agent couldn't tell me. She said she would also request that be sent to me.

3. I can't find a copy of an email that was supposedly sent about the recovery cost increase when I search all my inboxes. I asked for a copy of that - will also take a while to get.

4. I asked about cancellation terms and was told I would have to buy out the contract - without a copy of the contract I can't say this is wrong, but it doesn't sound correct.

I'll update my complaint in a few weeks addressing if I actual receive what was promised and what the actual terms are.

I am now paying $73 per month which seems much higher than any other competitor in our area.

Brinks home security is one of the worst home security , Lots of false alarm in the middle of night and while you are away for more than a day , replaced their sensors multiple time , I am fed up of the home security and now on top of this they are increasing the pricess , it started with increase of ~1$ from may 2021 and increased almost ~7$

I am trying to cancel the service and there is no option to do it online or even email , Phone support is the worst in the world , made me to wait for more than one hour twice and then dropped , i would like to get this resolved at earliest

I had a security with Living Watch, no contract cancel at any time. Brinks bought them out sold my information to hundreds of phone scammers. I canceled with them because they harass me and have threatened me, I cannot sleep at night they call me at work and threaten me, they call me at 10 pm and later interrupting my sleep. They tell me they will take my house and put me in the street. These people have figured out I am an Asian woman and a elderly widow and are trying to harm me, they are effecting my mental functions at work at home at sleep. Why cannot I get anyone to help a poor widowed Asian lady is all I ask?