Brinks Home™ Reviews 7,666

Phone tech support...ISN'T! Do not read me a script - I'm not an idiot.

Do not offer to bypass areas you see as not working when I call for information - again, I'm not an idiot, and can bypass myself.

I have been duped, for which I accept responsibility. Every time a problem arose, I agreed to something "free" in exchange for an additional contract year.

Interestingly, 15 of 18 sensors suddenly stopped working, nobody at Brinks knows why, but assured me I could have a tech to my property within a month. This is cool because I could now create a sign advising "bad guys" to leave my house alone until my 24/7 security company could assist!

Notably, after paying several hundred dollars to cancel my service, would you believe every single sensor has been problem free since!? Hmmm...

As a VP of a few multi-billion dollar companies, I should never have allowed myself to be blindsided by the obvious tactics. I recognize I am but one individual, so this is all meaningless to you, but glad I had the opportunity to let you know what you likely have already heard/experienced.

It's impressive how you've managed to integrate customer needs so seamlessly into your profit. Your dedication to maximizing shareholder value is truly inspiring, even if it occasionally coincides with minimizing consumer benefits.

My doorbell camera is not working, the inside of the house is broken. Nobody seems able to fix it .
I tried to cancel everything but they promised me that they would fix it, sent a new camera and a chime . Took 2 weeks to finally make it work, after many calls. Now I just changed my internet service, and now I’m struggling to have someone from Brinks able to make it work. Already spoke with 3 different technicians.

My 83 year old aunt was told that Brinks bought her security company and the Brinks agent signed her up for over $3000 in equipment and services she didn’t need! She tried to cancel it but was told no unless She paid $2700. IT WAS ALL A LIE designed to take advantage of the elderly. Her only recourse is to sue them which she cannot afford or keep paying two companies which she cannot afford. I’m sure she is not the only one that this has happened to.

It is too long to write. How about a supervisor getting intouch with us.....

If I could give them a zero star I would. When Brinks bought the services from Cox, we have had nothing but problems. The Techs did nothing to help out situation and this last time left with more cameras not working than when he arrived. Every appointment was for weeks if not months away. We have almost 40 cameras and only a handful are working with the next serviced scheduled 2 months away. Garbage serivce!

The technician to help me was very polite, seem very knowledgeable and was very helpful and the reason I called. He looked into my system as far as the how long the video stay online and I can’t remember what else I think it was about the sound of the video when I record it always whistle first after he finish now it choked four times that’s too annoying. I’d like to get it changed back please to either or no sound. Please and thank you

Our Brinks Home associate was kind, patient,and spoke clearly after walking us through every step of the way on the telephone.
⭐⭐⭐⭐⭐

The Rep help me with all my needs and was very kind.

You are hiring the right people. Cedric, the young man who helped me was patient, knowledgeable, and very helpful. He made me smile when things didn't pan out, but he put me at ease and found a solution. The reason I say this is because most customer service people are not patient with seniors. Cedric was a wonder, and he made me feel like my age was not a bother. This is why my family stays with Brink, because they hire good people like Cedric.

Very polite agent and very knowledgeable he knows what he is doing and explains everything to me

Representative was courteous and extremely helpful. Was calling to possibly cancel, but signed on for three more years.

I had the pleasure of being assisted by Edward. And I took notes. Because I knew that if I was offered the opportunity to participate in a survey or leave a review I wanted to be sure that I remembered his name. From the beginning of the phone call, Edward assured me that he would be taking the wheel. He was very patient, knowledgeable and efficient. If Edward is the example of customer care with Brinks Home Security, I want everybody to know that is who they should be working with. Excellent. Stellar. I cannot say enough about the quality of service that I received. Thank you Brinks/Edward!

Reliable/dependable, consistent, and professional. I’m very happy with services provided.

Shanice was very knowledgeable, resourceful and provided excellent customer service.

Representative understood and addressed my concerns promptly and professionally

Excellent customer service from Marie. She helped us get a better deal and did everything she could to get my equipment replaced. Thank you so much for your help.

Ivan was professional, knowledgeable and patient. He was very thorough and walked me through the possibilities of my problem with my system. He helped me resolve my system issue.

In 2019 I upgraded my Mother to Brinks in 2019 Because they offered features such as video, app access and a more user friendly system. I did this mostly because I was no longer living there and it would give me access to monitor and assist her without having to be at the home. At first everything seemed fine. In 2022 we moved the account to her name to get a lower rate from $49 to $29.99. at this time it seemed her contract was extended an additional 5 years. I thought it was only a 2 to 3 years contract but according to the agents I've been speaking to that's not the case. If everything continued to work fine this wouldn't be an issue. However when I switched they did a take over using much of the existing sensors. We had issues with window sensors failing and unlike or previous company there was a charge to replace them. We were told there was a change and they no longer provide replacement sensors. We had some extra sensors from before so we used them instead. When the smoke alarm (that they installed) failed; we were told that it wasn't under warranty and they wanted to charge us for the sensor and to have a tech come out. After multiple calls we were able to get it changed. This also was an experience because after being told it would be now charge the tech informed us there will be one. So again multiple calls were made to get the charge removed. At the same time the panel used to arm and monitor the system started failing. Informed them about that and was told the tech would also address it when he came for the smoke alarm. When dispatch he was only given an allotted time to address the smoke detector not the panel after reviewing the issue he said it would need to be replaced. Surprise surprise it was also no longer under warranty and there would be a charge. It slowly began failing more and at this point you can see the screen to arm or disarm the system or check for any updates. This resulted in the alarm going off 2 days ago and my mother being unable to disarm it from the home. She was a called by the Monitoring Team and when told about the issue transferred to the Tech support Team that was closed at the time. Fortunately I also received the alarm notifications and was able to turn it off remotely. With all the issues my mother finally got fed up and wanted to disconnect. I reached out in here behalf and this is when I was advised that she was under contract till 2027. As I said before I was unaware that she was still under contract because it's been 6 years and so was she. We searched to find it but could find no information on our contract anywhere. I spoke to an agent asked for a copy so I could review it. After waiting about 15 minutes I called back and spoke to a different agent and was then told it could take 24hrs to receive it. This being the case I asked about the details of the contract. It was at this time I found out the contracts were for 5 years and was extended when she got a lower rate in 2022. The contract is how I feel they keep there customers. I'm still waiting to review the contract. If the information provided by the second agent is correct that would mean to break it would cost me $700. The price may be worth it because I don't feel I can trust my mother's safety to a company I no longer trust. I feel there business practices are deceiving and would warn everyone to stay away.

The representative that helped me was so wonderful. Very patient and very knowledgeable. She was able to get my camera back up and running. I wish I remembered her name. But she is an excellent employee.