BrinksHome.com

Decided to switch my alarm system from ADT to Brinks based on a salesperson's recommendation of Skyline equipment. Got new sensors, glass breakage, and a camera under a Brinks contract. Had to replace sensors 3 times, twice for the basement door. Recently received 9 window wireless sensors and a new glass breakage device, but the alarm kept going off. Now, after the first year, facing a $200+ charge for a technician to come out, or DIY guidance over the phone. If I wanted a DIY system, I wouldn't have left ADT. With ADT, tech visits were more affordable, maxing out at $90. Brinks suggests an upgrade for $7 more monthly, offering $75 service calls. Seems odd to need multiple tech visits for a discount. Planning to switch back to ADT after 4 more years with Brinks.

Brinks has been a real headache to deal with. My alarm system was on the blink for ages, and despite reaching out to them 23 times, nothing got resolved. Eventually, they replaced it, but it cost me a pretty penny because they wouldn't let me cancel my contract. Now, my shiny new system has conked out again. Even though I bought a protection plan, they're insisting I foot the bill for repairs, claiming it's faulty equipment. It's like they're not honoring what they promised with the protection plan. Dealing with their customer service is a total mess – each rep says something different, and none of it pans out. It seems the only time they're motivated to fix anything is if you extend your contract. It's beyond frustrating. Considering getting legal advice because I've had it with this shoddy company.

Their business practices are misleading. Cancelling requires a 30-day notice, which means if you cancel in January, you'll still be charged for February. They might offer deals to keep you on board, but if you take time to decide, they'll charge you for that month and the next 30 days. I ended up stuck in a contract for 36 months without even using the service. They only contacted me when my payment didn't go through because I changed my checking account number. It's unfair to be stuck with a previous owner's contract requiring months of service. This should be against the law. Cancel and negotiate your own terms. Make sure to thoroughly review your contract. If you inherit an existing one from a previous owner, cancel it immediately. I shouldn't be responsible for contracts made by previous owners. Brinks is starting to resemble those Home Warranty companies where you pay for everything but get nothing in return.

The salesman visited my home less than a week ago, appearing sincere. Despite my usual reservations, I engaged in conversation with him. However, I soon discovered that he was less than truthful on multiple fronts. Specifically, he assured me that glass break and carbon monoxide detectors were integrated into the smoke detector, presenting an "all in one" system. This led me to believe that the equipment list only included the smoke detector. Subsequently, I realized this was not the case when I observed nothing on the control panel for glass break detection. To seek clarification, I used Brinks' after-hours texting system, where a staff member informed me that I do not have glass break or carbon monoxide detectors, contradicting the salesman's claims. Furthermore, attempting to contact Brinks for assistance proved challenging, with extended wait times and disconnections during two customer service calls on the day of installation. Issues extended to the equipment list discrepancies, where promised items such as a motion sensor and window sensors for all windows were omitted. The monthly cost also became a point of contention, increasing unexpectedly during the contract signing and causing confusion about additional taxes. Despite reassurances from the salesperson regarding local management of issues, I discovered that Brinks operates from Texas, contrary to the initial representation. This revelation, coupled with potential misinformation about monitoring fees, equipment costs, and future monthly fees, has left me frustrated and feeling misled. The inability to reach a Brinks representative to address these concerns further adds to my dissatisfaction. Unlike my experience with ADT, where I felt secure, I now find myself questioning the integrity of my interactions with Brinks.

This company is quite disappointing. I strongly advise against engaging in any business dealings with them, especially since the acquisition of Protect America. The customer service has become incredibly difficult to reach, and alarms were consistently ignored. Our equipment malfunctioned, and it took numerous attempts to get through to someone. Despite multiple efforts to schedule a technician, we were unsuccessful for three months, leaving us without service. Upon deciding to cancel the service, the troubles didn't end. They insisted on an additional month's payment, and after three years of being a loyal customer with a flawless payment history, they sent the account to a collection agency. To make matters worse, they added late fees and service charges that were never agreed upon. It's a frustrating and disheartening experience that highlights the company's lack of integrity and customer care.

After enduring 4 consecutive no-call/no-show incidents from Brinks, the ordeal with their so-called "customer service team" persists. Despite clarifying requirements twice on recorded calls, they shifted the criteria, now demanding an additional form with my grandmother's signature. The situation worsened when Brinks advised my 90-year-old grandmother to replace her system battery independently, resulting in a disconnection from the alert system. Despite persistent efforts and $224 in payments over six months, Brinks repeatedly failed to honor appointments, leaving my grandmother without service but not without bills. The frustrating experience is compounded by escalating demands each time I seek assistance.

I've been a customer for over 7 years, initially with Livewatch and now under Brinks. The transition has been far from smooth. Despite 11 calls in the last 10 months, my service address remains unchanged. The reps promise resolutions, but it's been an ongoing issue. This negligence could lead to serious consequences during emergencies. Frustrated with the lack of assistance, I plan to cancel the service and share my experiences across various platforms to caution others about their unreliable business practices.

My experience with Brinks, inherited from Protect America, has been steadily declining. Promised upgrades like a new smoke detector and glass break sensor have been delayed and unfulfilled, leading to frustration. The customer service response is disheartening, with additional charges for assistance. Exploring options for an outside camera revealed exorbitant pricing. Considering the lack of transparency and fulfillment of promises, I'm inclined to explore alternatives. This recent trend diminishes my satisfaction as a long-term Brinks member, and I'm disappointed with the direction the service is taking.

Over five years, I've noticed a concerning decline in service quality. The last issues, particularly with address changes, showcased a lack of competence and communication. Seeking assistance only led to frustrating encounters with overseas support, lacking the necessary expertise. This downward trend in service standards is disappointing, and it's disheartening to witness a once-reliable service become increasingly unreliable. Unfortunately, this prompts me to consider exploring alternatives, as the current state doesn't align with the high level of service I've come to expect over the years.