Brink's Global Services
Reviews and Complaints

My complaint is for the lack of good Tech support from Brinks. I have tried for the last five weeks to get Brinks Tech support for my three remote malfunctioning panels. I had two separate Techs on two different dates provided support remotely, both times the Tech walk me through the troubleshooting procedure, and nothing seems to work. Both times the Techs put me on hold and said they would be right back. I held on the line each time for near 30 minutes and neither one of the techs came back on the line. If they got disconnected, they had my phone number but they never call back. I then call again for tech support, and I ask for a tech to come on site at my house to work the problem. The first date scheduled for the 10th of Jan (12:30 - 5pm), no one call me to tell it was canceled I had to call to find that the Tech was sick. The second date scheduled was for 19th Jan., (12:30 - 5pm) the scheduler called me on the scheduled date and canceled because the Tech was not available. The 3rd date scheduled for the Tech to come to my house was today, 25th Jan. (12:30 - 5pm) I get a call from the Tech himself today at 3pm to tell me he was still in Maryland and couldn't get my house today.

I renewed my contract with Brinks because I was getting good service from you'll However, I ‘am one unhappy customer with your tech support. Your Tech support needs attention and FIX. If don't improve, I have to look somewhere else for this support.
Robert Roye
[protected]@verizon.net
[protected]

I became a customer of Moni Home security system in 2016. They sold the company to Brinks. I recently sold my home (October) and contacted Brinks in August to come get the system. I was advised by a brinks phone representative that I did not need to remove the system but leave it and contact them once we moved in the new house and they would bring out a brand new system. Now I am being told that was false information and that I owned the equipment and should have removed it. The telephone contact stated they recorded all phone calls so I advised they listen to the call as to what I was told. My house is now sold so I have lost my system but they expect me to continue paying a monitoring fee 2025. This not an ethical company and not considerate of customers at all.

I am very unhappy with my experiences with Brinks, I switched from Att because they are discontinuing their home security, I sign my contract on 12/16/21, installed on 1/21, installer refused to put the new camera on the same position, said he can't find the wire, instead he move put the camera about 6 feet away, now I can't see the porch when packages is laying dow by delivery people, I can only see the top of the person walking toward the walkway! he left wire and dust on the kitchen floor, I tried to call and text Brinks whole afternoon on Saturday, tried text, also, keep having sensors malfunction issues, they refused to give me a appointment day, they just hang up, I spent all day Sunday to call and text, no answers, when I texted, they asked for home information s, then they sent me to the queued messages immediately, they do all day sending me to the queued, it get to the point, that I am so frustrated, so, come Monday, I started texting, same thing, the minute, I asked for a appointment, got sent to queued again, after 2 hours, I got hold of the customer service on the phone, the next appointment date is 2/28 -3/5, gosh, today is 1/24, then they offer to give me a contractor phone number, I can contact them myself, did I hear right, I halve to call their contractor myself! At that point I am totally fed up, I want to cancel my contract, she said the 30 days is up, I owed $1800, plus I have to take down all the equipments and return it, I am 73 years grandma, I babysit my 3 years old granddaughter, I feel this is the worst customer services I have ever encountered!, , I would like to cancel my services and contract.

This correspondence is to document a formal complaint due to the customer service that I received in December 2021 from an individual representing Brinks. I have been a customer of Monotronics since 2005. I contacted Brinks to cancel service due to me moving and the lack of a need for an alarm system. I originally moved in July of 2021 and spoke with a customer service representative about canceling at that time since we no longer lived at the address. I paid the final bill and was told I would receive a cancelation contract by email. At no fault of my own, the contract was sent to an incorrect email address. Due to this miss, I received an invoice in September 2021. I called and explained the situation and was assured everything would be corrected and processed without penalty to me. I received another contract that was executed on 10/26/2021. In the month of November 2021, I received another bill and was told that I was responsible because the contract was not signed until 10/26/2021. After speaking with the customer service representative and realized she wasn't able to make the decision, I asked to be transferred to a supervisor. The Supervisor was even less helpful and downright unpleasant and nasty. I then asked to speak to her manager, and she just told me no and later said that he was on vacation. I then proceeded to ask for contact information for General Counsel and she refused. Although, this is public information and it can be retrieved with the company's assistance, I do know that to refuse this information to a customer is unacceptable. It's very concerning that even during these uncertain times, companies are allowing unprofessional team members to further tarnish their brand and reputation.
Customer # [protected]
Site # 3254098
Contract # 2752802

On July 12 and August 19 the house alarm went off and police were sent due to errors on the monitoring team, i.e. not calling back when disconnected. We were charged $584 by the city of LA due to police being sent.
We've tried contacting Brinks to get this resolved with no help, so we stopped payment on the monthly charges until someone responds.

I had brinks in my home before I moved in Oct. I called Brinks to change the system to the new address. Brinks was supposed to send someone to install the equipment. They never showed up. No one called me I had to call them. After I called the 2nd time they were supposed to send someone else and again no one came. I called a 3rd time to cancel my account. They still were charging me for something I still don't have. I asked them to stop payment and they are still charging me at this point. I don't think I should have been charged after I tried to have Brinks move with me. I am upset that no one helped me or even reached out to me about the service I never recieved. I have been waiting to talk to someone about what has happened for an hour and forty three minutes. This is very upsetting and you all are cheating the consumer. I had Brinks for about 5 years and for them to do me or anyone they way you all are treating me is disheartening. I will not pay for anything else. I Will make sure that I tell anyone that will listen to never get Brinks you all are a scam and it is sad. Now at 4:44pm they hang up on me. Pissed!

I wanted to cancel my Brinks security service and was told that my contract still had 20 months with them.If I wanted to cancel the contract it would cost me 1, 000. I never signed or authorized a contract renewal. As a matter of fact, I never signed up with Brinks my account was sold by Moni and Moni got the account from a different security service.

Brinks sent me (an 85 year old living alone) several e-mails offering a two year renewal of my home monitoring system which I've had for over a decade starting with Monitronics (later purchased by Brinks). I was paying a little over $26 monthly for a very basic monitoring system, and the Brinks e-mail said that I could lock in that rate for two more years by clicking the "accept" button. Well, it turns out that Brinks is now billing me over $29 per month for the exact same monitoring service that Brinks was previously charging me only about $26. I consider this very deceptive advertising and especially shameful because Brinks is misleading elderly people who need to closely budget their fixed income resources. It's beyond unethical to deceive people like this, and I don't understand how Brinks is allowed to get away with such dishonestly in advertising and billing? At its website online, William E. Niles, the CEO of Brinks Home Security, Dallas, Texas claims to be "passionate about transparent leadership." These lofty words seem no more than empty rhetoric based on my recent experience.

To whom it may concern:
After Brinks took over my home security from AT&T the key pad they installed destroyed my garage door opener costing me $400.00. it was installed Septembed 28, 2021. It also caused my garage door to open many times when I was away leaving property and life unsafe. Neighbors have closed my garage door after alerting me that it was open -only to come and find the door opened.
After at least 6 hours on phone calls, 2 hour holds, online chats the company would not acknowledge the problem. Eventually after much frustration and wasted phone calls I was able to reach a supervisor on the executive staff who scheduled a tech.
The garage door repairman said the system was fried and he'd never seen such damage however, Brinks kept denying the problem.

The Brinks tech did show up on October 21, 2021 although the soonest appointment would be in December and resolved the garage door openings. He showed me that the newly installed keypad was indeed controlling the garage door opener. Brinks has a service that controls garage door opener but I never requested that service had and further more the support tech on the phone at Brinks had me call garage door company because he thought there was incompatibility, and I should pay an extra $2.00 monthly to monitor the garage to resolve issue.

Now I'd like to be reimbursed for my new garage door opener.

Immediately the tech saw and resolved the issue which everyone else was giving me the run around

I took the day off to be here on 12/21 I had an appointment between noon and 6pm. I made this appointment because my Camaras are not working. Tech support has tried 5 different occasions to help me fix them over the phone. We were unable to get them on. So they said I had to make an appointment and pay $50 for a tech to come out. I agreed Because I go out of town 12/24-12/28 so I need my Camaras to work. Well today around 4pm I got a call they had to cancel next appointment is 12/29 AFTER MY VACATION. This is not the first time u guys cancel. This is not the first time I call with a problem. Please check ur notes. U will have more then 10 calls this year about problems with my Camaras. You never haven a problem charging me ur system never goes down that for that. 1 tech came out maybe 3 months ago said I needed a different door bell in order for my ring to work. So I had to buy a new one and lay someone to come and change it. Guess what ur phone MTech support can't make it work now. Another tech said I had to buy a new phone in order for my app to work. Another tech said my Camaras we're outdated I needed to buy a new one. I got a new one guess what tech support can't get it to work. I lost a day of pay. $30 an hour 8 hours a day . Who is reimbursing me for my loss?

I always have problems with these Camaras. Do they all need to be updated? Can u guys send someone to look at my systems.

U guys never have problems charging my account every month. You get your money every month meanwhile every month I am struggling with my service.

Invoice Number: 2254322
Date: 10/19/2021
Brinks Number: [protected]

Undisclosed charges:
Collection From Location: $1564.65
Door to Door valuation: $496.61

Sent emails to BGSUS.[protected]@brinksinc.com for refund of undisclosed charges on Oct 27th and Nov 11th and haven't heard anything back.

Brinks upgraded my base station in late August 2021. Since the upgrade the system was unable to connect to Brinks monitoring system and was unreachable via their phone apps. A replace unit was finally provided on Nov 19, 2021. I was billed for the service throughout this period and credited for 1 month out of the three that it was out of service. The support people are not understanding the billing issue and I am still waiting for a supervisor to call me to help resolve this. Also they sent a free camera to renew the service however the tech reported that that camera was not compatible with my system and would never work. Since the base unit was replace, I am receiving daily alarms that the primary smoke detector goes off line and the next day comes back, then off again. I would love to submit an email to Brinks to explain my issue, however there is no email contact available.

Hello,

I called your company last Tuesday, 11/17, to inquire about video surveillance. The first two reps could not explain anything about it and could not connect me to the people who were in the know. On the third time I was connected to the technical support person. He also could not explain the details about cameras, and when I asked to connect me to somebody who could answer my questions, he just hang up. I spent FOUR hours in useless communications with your people on that day without any result. Next day I called your office again and asked to talk to the supervisor. I was put on hold for 30 minutes and she could not still find time to talk to me. I left my request and phone number with a rep and he assured me she would call - she never did.
Today I received a box with three cameras from you which I never ordered - I was only inquiring. It's just ridiculous. Before Brinks acquired the Protect America, I had never had any problems with the previous company for 10 years. Your customer service is unprofessional, cumbersome, and customer-unfriendly. I must talk to your supervisor, otherwise I will go to another company. Please send me a label to rerun the cameras to you.

Peter Serdyukov
No. 1188009

No customer service, paying for service I'm not getting and being told they would schedule technician to come out, then being told we have no technician we can schedule you ! I have been very patient, average phone call has been over two hours on multiple occasions and still no help, would really like to get what I'm paying for, had someone try and break into our house first of October and had no security, luckily cops arrived in about 5 minutes .

Brinks bought alarm.com along with my account. I called to get a updated alarm and they had me OK a 2 year contract. No one EVER called to install the alarm so I canceled my account. Yes, canceled it 6 times and they continue to take payments out of my account. How does Brinks stay in business under FRAUD. I have 6 hours of wait time and 6 phone calls in and they literally lie to me and tell me it is canceled and never cancel it!

I received a letter from brinks on 5-14-21 that may rate was going up from $44.99 to $47.99. On may 17th I sent an email response that if my rate was increasing to $47.99 then I wanted to cancel my service. I never heard anything back until July. And it was another reminder about the price increase. I tried getting a phone number but the only way I could communicate was through automated text. After several days of back and forth they texted me a phone number. I waited and waited on hold but nobody ever picked up. I started texted again and told them multiple times to cancel my account. The text said the do not process cancellations online and gave me the same phone number. Still no answer. Back to texting got no where again. Finally on July 26th I got someone on the phone. Cancellations are not their department so I got transferred twice. Throughout the process the rep kept dropping my rate to keep me. Too late for that. The process took well one an hour. The rep said the had a 30 day cancel policy. So know I get a bill for over $154.00 or the will send me to collections.

I recently tried to cancel my month-to-month monitoring service with brinks. I do not, nor have I ever had, ANY contract with brinks. They took over accounts from Protect America, who went out of business. So, on 27 Sept 2021, before my payment for service was due, I waited an hour on the phone, finally got a customer service rep, who sent a email, "docusign" that I had to sign for cancellation, that said I had to agree to any/all fees that I might owe, (I didn't owe any), and that they were allowed to send advertising to my phone, email, text, etc., like it or not, to cancel the service! I did not sign. Then I get a bill in the mail, for $35.32, because, "it takes 30 days to cancel", so I have to pay another month, even though they will not be monitoring my alarm system! OUTRAGEOUS! I have another system and monitoring company, therefore, I will NOT pay this fee! This is out and out FRAUD, and a deceptive business practice! I WILL be filing formal complaints with the SC Attorney General, the Texas Attorney General, the US Postal Service and any/every other government agency who has jurisdiction over brinks! BEWARE! DO NOT GET INVOLVED WITH THIS COMPANY!

On Sept 11th at 8pm i recieved an app alert and email stating my Panel has not responded since 3:43pm on Sept. 11, 2021. I went to panel and confirmed the screen was black and there was no response when pressing the "home" button. I went online and found t/s steps that did not resolve my issue. Since it was the weekend i waited until Monday Sept. 13, 2021 to call support. I was on hold for an hour until technical support agent got the call and we went thru the same steps outlined on your website and i did on Sept. 11th. I was then told it would cost me $50 for a technician to come out and was placed on hold for another 30 mins while your tech support agent contacted "scheduling dept." after holding again for 30 mins. I was told someone would call me back in 24 to 48 hours. It has been two weeks since I was told that and no one has contacted me. So today, im in the same boat with a 2 hour hold time and still waiting for a scheduled appointment.