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Brinks Home Security
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3.0 100 Reviews

Brinks Home Security Complaints Summary

50 Resolved
49 Unresolved
Our verdict: While Brinks Home Security has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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4:17 pm EDT

Brinks Home Security continue to bill

I called Monitronic first off to setup a service call because the system was not communicating wireless anymore. i could not get anyone to come out to check the thing out until 2 weeks out and then no one never shows up, when i called in you want me to wait again! So i cancel service (so i thought) been with a new company since December 1, 2016 ..Monitronic still was charging for service up until now 5/11/2017..i sent that stupid ### letter in to them and today he tells me they never got it! Why the crap do i have to send a letter in anyway, when i have you on the phone telling you to cancel it! stupid!

Monitronic Never again!

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12:08 pm EDT
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Brinks Home Security contract terms cancellation attempt

I had an agreement with Moni as I signed the original agreement with Capitol Connect. They installed several new monitoring devices and a new monitoring panel. My agreement with Capitol Connect was for 36 months. The paper copy that I signed had the 60 months scratched out by the sales person and we agreed on 36 months. I have talked to Capitol Connect and they have verified that the agreed upon term was for 36 months. The digital contract sent from Capitol Connect to Monitronics showed 60 month as the period of the contract (that was the standard for the digital contract) that was transmitted in error of what had been agreed to. There is a low end acceptable term of 36 months, but is has to be written in as a modification. I have verified with Capitol Connect that the contract term was for 36 months. (It is on the audio conversation of the contract verification). Monitronics will not accept this audio as a mater of record. I'm sure they would if it was in reverse.
Any way they insist that my contract was for 60 months and are requiring written documentation from Capitol Connect in order to adjust the term of my contract. I am at the mercy of someone elses' ethics. Capitol Connect is willing to work with me but Monitronics has the upper hand and are not willing to budge.

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2:43 pm EST

Brinks Home Security Management (Emilio)

We have been customers of moni for over 4 years, management (Emilio) was rude, unempathetic, and unwilling to work with us, and unwilling to solve our problem. I asked for another supervisor, and he refused to transfer call, letting me know monitronics only had him as a supervisor on duty, and if we didn't like what he offered, he threatened to do nothing about it. Ridiculous customer service. He ended the call with that was his best, well I can't imagine what his worst is. Please contact as soon as possible. Maybe you should teach your supervisor the meaning of empathy.

Re Customer: Alexis Gonzalez
612 E. Kearney
[protected]
Laredo, Texas 78040

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8:22 am EST

Brinks Home Security Refuse to cancel/send supposed 5 year contract / stop billing

Monitronics was bought from a company called Guardian that I signed up with for home monitoring in October 2014. I called to cancel my service at the end of my two year contract. The attendant on the phone claims I signed a five year contract. I said I am looking at the contract I signed and it clearly reads Oct 2016, please send me what you have. I was told the email with the supposed five year contract I signed had to mailed from a different office and would take 72-96 hours. I waited and never received. I called back one week later and asked again, same thing. This has gone on for over four weeks. No email was sent to me with any contract information. I never signed anything with Monitronics. My contract with Guardian is over but Monotronics refuses to stop billing me unless I "buy out" the next 36 months of service at 70.00 a month which they can't prove I ever signed!
**** Stay away from this place at all costs! ******
*****Never set up automatic billing with them (if they buy out another company) or you will never be able to stop it! *****

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Paggi C. Lancon
, US
Jan 13, 2018 10:38 pm EST

I attempted to cancel our subscription with these people and I was completely appalled. These customer reps are brainwashed and only care about CONTRACTS, which the rep I spoke to mentioned over and over. It's as though these people have been dehumanized and do not care what an individual's circumstances might be, they continue to remind the customer of the contract. I know for a fact I did not sign a 5 year contract. However, we have been loyal customers for 4 1/2 years and I was certain our contract had ended. Due to extenuating circumstances, we have already disconnected the alarm and Monitronics has called us to alert us they had no contact with our system. First of all, the system was installed by my husband and a good friend who was an electrician when we bought our home. It was after a devastating accident which resulted in my husband suffering a Traumatic Brain Injury, causing the neurosurgeon to remove a large part of his right temporal lobe in order to stop the hemorrhaging in his brain. After this occurred, my husband decided we should have our alarm system monitored and began coverage with ADT. Somehow, Monitronics approached him one day while I was out for a short time and due to the brain injury, he lacked the ability to make sound judgements. Therefore, Monitronics took over and now our circumstances have changed and we no longer want to have out alarm system monitored. When I called Monitronics, I was so shocked. These people have no emotions, the inability to understand the reasoning of their fellow men and why circumstances sometimes occur which require others to make decisions in their best interests. The entity, which is how I will refer to the robot-like person I spoke to continuously negated every comment I made and repeatedly stated, the terms of the contract must be adhered to, no matter what! I presented to him what I thought was a quite heartbreaking story, not to get out of the contract, but to attempt to appeal to this entity's feelings and heartfelt emotions. However, after 5 minutes of speaking to this robot, I realized this company has trained their employees to make sure contracts (whether authentic or the result of forgery) are fulfilled! However, I had realized by this time I was speaking to an entity made of stone and he had not 1 ounce of compassion or kindness to bestow on anyone. His very being revolved around that CONTRACT! So, I informed this inhuman figure, I didn't give a hoot about the contract and I was going to stop any further payments at the bank to Monitronics. This resulted in him telling me they would make sure the contract was honored and intended to turn me over to a Collections Agency. So, after recently becoming 65, these [censor] robots are going to attempt to blemish my impeccable credit. Yet, that didn't shock me as much as his next statement which was, " You had better make certain we receive a letter upon the final date of your contract requesting that we terminate your contract! If not, your contract will not be terminated." This robotic [censor] has just informed me my contract was final in the middle of July (I can't recall the exact date because I had no plans to honor this contract which his life revolved around), yet I had to write a letter requested their permission to end my contract? If this is not an example of dictatorships and tyrannical treatment, I don't know what else to call it! I can't fathom the BBB allowing this inhumane treatment of real people to continue, while they rate this company with an A+! I have always had faith in the BBB and turned to them first in determining if a business or charity was legitimate and treated their customers with dignity and respect. I honestly cannot believe Monitronics is being allowed to abuse and treat customers with total disrespect and no consideration is ever exercised as to the customers complaints! This situation and all the innocent victims involved have no recourse and I must say this scenario is one I never dreamed I'd see in the U.S., and has the approval of the BBB. Does the criteria necessary to become accredited by the BBB receive priority moreso, than the innocent victims of this quite obvious scam? My husband and I own our equipment, therefore Monitronics was like a security guard watching over our home and property. They will attempt to ruin my credit, however, I really believe that any collection agency will look at my credit scores and then look at the comments made by customers who have been scammed by Monitronics. That should speak for itself! I am so disappointed for the first time in my adult life in the judgment of the BBB, which I always believed would take the side of the consumer in a situation that is this apparent!

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Josie Gonzalez
, US
Feb 21, 2017 2:46 pm EST

Same complaint! I agreed to 6months, and they're telling me I agreed to 5 years.

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12:57 pm EST
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Brinks Home Security They tell me one date and when I call to find the exact date in 2017 I was told it was 2018.

When I moved I was told it was extended for twelve months and when I spoke with them I was told the contract ended in 2017. When I called today and spoke with and agent I was told that the person I talked with probably did not know how to read the chart or the paperwork. If this is the type of people they are going to hire it is not good business practice. I did agree for the extension to 2017 not 2018. I feel like with what being told to me I would like for my contract be voided and not like I was told today they would for $700.00. They are a rip-off company and I feel for anyone that uses them.

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12:39 pm EST
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Brinks Home Security Security system for home

About a year ago, my elderly mother had a Monitronics employee show up at her home pretending to be an ADT representative to upgrade her system. Her ADT system contract had expired but she was still using the ADT system. So the Monitronics rep switched out key pads (still telling my mother this was for upgrades), changed her system to call into Monitronics and had her sign an electronic contract. My mother was told she would receive a copy of the contract in the mail. A year later and she still has no contract. My sister just learned that my mom has been paying for two security systems for over a year now. My sister contacted Monitronics three weeks ago and was told it would take a week to e-mail a contract to my sister's e-mail. She has yet to receive the contract.

So I am stopping the bank draft for Monitronics on Monday, December 5th.

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12:02 am EDT
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Brinks Home Security Cancelled over one year still continued to take money from elderly parents

Told my Elderly Parents they were update their ADT alarm systems. Removed my parents ADT systems and put theirs in. I called to cancel 5/11/15 and to remove their system never did. Just decided to look at my parents bank statement Monitronics continued taking funds for 12 months over $590.00. Had to cancel my parents credit card. Stealing from Seniors, OMG

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1:40 pm EDT
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Brinks Home Security Company keeps taking monthly payments from our bank account

We called this security company last year (Summer 2015) and told them we got a new company and new system, and to stop the automatic withdrawals every month. About 3 weeks ago we discovered payments were still coming out of our account! Plus they sent us notices saying our security was about to expire. I called the company and the lady that answered said they couldn't stop payments until they received a letter signed by my husband. We mailed the letter around the end of June. On July 6 we were charged another month payment! We called them today using the 800 number advertised [protected]) and all we got was advertisement. Next we called another phone number listed on their website [protected]), and a gentleman answered. After we explained why we were calling he told us to call management, and gave us another number. The person who answered said it was a law firm! My husband repeated the phone number to her and she validated that number was correct. Now, where do we go? I'm writing to the Texas State Attorney and the Better Business Bureau to complain. We will be going to our bank today to stop payment and block Monitronics.

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Brinks suck
Port Richey, US
Jun 21, 2023 10:02 pm EDT
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OMG at this point I don’t even want to talk to them anymore.

Paid off the equipment. Still getting billed for the equipment and the monitoring fee. Stopped auto pay. At this point they owe me $150. They say I owe them $98 dollars ? No clue where that made up number came from. I have spoken to 24 different agents, no resolve. Received a call from Brinks telling me if I do not pay the balance in 30 days they are sending it to a collection agency…_ WTF I have tried and tried to resolve this issue. What canI possibly do next?

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rudy d
Phoenix, Arizona, US
Aug 04, 2021 4:07 pm EDT
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Thanks to the hold the banking industry and business in general have over us, which is our fault since we continue to support their paid-for politicians, Monitronics can go to your bank and ask for AND GET more payments! UNLESS you watch your account like a hawk and immediately order a 'stop payment'. Then the bank may or may not agree to withhold. And even if your stop payment succeeds you will have to renew it 6 months later or they can try again. Such is the insanity of our monetary system.

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Memphis belle
, US
Feb 24, 2017 10:39 am EST

I am having the same problem. Paid out my contract in a lump sum, sent in the cancellation notice, spoke at least 4 times with the same rep verifying everything was in order. Now receiving bills 4 months later.

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Memphis belle
, US
Feb 24, 2017 11:02 am EST

Received email notification that billing has been stopped and account cleared this morning.

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Moore Dave
, US
Jul 14, 2017 4:25 pm EDT
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OK Memphis belle, how in hell did you get monitronics to stop billing you. Need to know as I'm going crazy with all their BS. Need to end their service but please tell me how you did it. Dave.

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goodlucktousall
, US
Jul 15, 2016 2:24 pm EDT

We have had the exact same problem. They acknowledge in their system we stopped using their equipment and services in September 2014. I sent the letter to them they say they didn't get it. I put a stop payment on the account 2 months ago and now they are calling saying we owe them and they can investigate after we pay the 2 months we owe. What are you kidding me. I am thinking of taking them to small claims court for the approximate $900.00 they owe us. Good luck, you are going to need it.

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2:25 pm EDT
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Brinks Home Security Harassing phone calls over payments received

We have been excellent customers of Monitronics for 3 years, then all of the sudden they told us that our bank account information had changed and we missed our payment. We had never changed our bank or our account and have received several phone calls from them even though they have continued to get payments from us. We called several times and each time were told the problem was fixed when it really wasn't. After thinking the situation was fixed the lady told me if you are ever late on a payment we will call you, which made me even more mad considering we were excellent customers. Then I called back to cancel our service and the gentlemen said it was fixed and not to cancel. Within an hour later we recieved another call saying we were behind on our payments. I called and cancelled and I hope this will be the end of this terrible company.

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12:23 pm EDT
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Brinks Home Security security system cancellation

Having the system since 2008 with a few false alarms, decided to change. After a 1 hour sales pitch we were told to write a letter to discontinue service. Naturally this letter was not received. We then sent a signature required letter, which was received. After a phone call, it was acknowledged, with another sales pitch. We removed the equipment, and did not receive a phone call about no signal. We did receive a letter saying the service was discontinued in three weeks time. Naturally we are being charged for 8 weeks of service.

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4:48 pm EST
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Brinks Home Security Security Services

I installed their home monitoring system in my Florida home on March 15, 2012. Installation went great. I decided to have them install their system in my Ohio home in May/June, 2015. The 1st tech sent to do the installation had no clue how to install the system and what to do with the existing wired system. There were several issues, including multiple false alarms which led to having to pay a $50 line to local police. A supervisor was sent next - who didn't know how to fit it either. A 3rd tech was sent who solved the problems with the installation. I was told that I would be reimbursed for the $50 fine. That never happened.

I continued to have problems with multiple 'low battery alerts' and finally had to schedule another tech to come fix that. I paid a $70 service fee to change one battery. With 6 months, the same battery was reporting 'low battery.'

I continued having battery problems in Ohio and finally decided to switch to ADT in Dec. 2014. When their system was disconnected, no one called and the police dept. wasn't sent! I called 3 days later to inform them that their equipment had been removed. They told me I owed $339.11 for cancelling before my 3 year contract expired. I gave them my credit card to charge this amount to, and was given the information for how to dispute this charge.

I immediately sent an email on Jan. 11, 2015 and provided all of the information that I was told to provide. I requested that they reimburse me for the $339.11, and that they provide me with an itemized statement that documented how they had arrived at this amount.

No one contacted me until Sept. 29, 2015 stating that I had not paid the $339.11. Her name was Lupe. I gave her the exact date that this amount was charged to my credit card, and told her that I'd never received any response from my Jan. 11th email. She asked me to resend the email to her and promised that she would get back to me. She did call me back and left a voice mail with her direct phone extn. I called her back and left a message. She didn't call me back. Two months later, someone else called, again saying that I owed them the $339.11. Again, I explained everything, told him I'd talked to Lupe and she'd never returned my call. He worked in the same dept., and knew who Lupe was. He said he would talk to her and get back to me. That never happened.

In my original letter, I informed them that I had installed their system in my FL home first - and there hadn't been any issues there - as I'd had in Ohio. If they wanted to keep me as a customer in FL, I encouraged them to consider my request for reimbursement.

On Jan. 9, 2016, ADT installed their system in my FL home. Again, when Monitronic's system was disconnected and removed, no one called and the police weren't sent. I called Monitronics on Jan. 11 to inform then that their equipment had been removed and I was cancelling my contract. I was transferred to someone in their "Customer Loyalty Dept" to process my cancellation. Her name was Lucy. She told that Monitronics has no way of knowing that their equipment has been removed unless you contact them!

I told her my whole story - including the $50 fine in Ohio that was never reimbursed. She told me that she would reimburse me that money and reduce my monthly monitoring fee if I stayed with them. Again, I told her that all of their equipment had been removed - and that I had received such poor customer service that I had no intention of staying with them.

She said it would take them 30 days to disconnect my monitoring on their end, and I would have to pay additional monthly fees until 30 days after they received my cancellation letter. Then I would receive an invoice for the total amount owed for the cancellation.

I sent my cancellation letter by certified mail. I stated that I was not paying their final invoice since they still owed me for the $50 police fine. As always, I received no acknowledgement of my letter and request. I received an invoice for $52.89. I received another invoice in February, that now added on a $5.00 late fee, which I have no intention of paying either.

My customer number is [protected]. My email is [protected]@yahoo.com

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12:07 pm EST
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Brinks Home Security Security alarm system

Following a home break-in by teenagers, we were approached by ADT representative to sign up for a home security system. My husband and I agreed. We were perfectly satisfied with the system and service. Within a short time we were again approached by a representative of our security system. The representative told us that there was now an upgrade to our system. At no time did he disclose that he was NOT from ADT but in fact represented Devcon a totally different security company. Unknown to my husband and me we signed a 5 year contract. We were NOT told that was for 5 years or I would not have signed it. I felt taken advantage of by a slick salesperson by his not disclosing that I was signing for a contract for 5 years that could not be canceled. Now another change in our security system. Devcon is bought by Monitronics. We were notified by letter that this was taking place but received no further information. Now to present time. I became a widow when I lost my husband in July. With no family nearby I had to leave my home and am now residing with my daughter. I have contacted Monitronics twice to cancel the contract but have been told that to cancel I would have to pay $800.00 to pay off the remaining 17 months of my contact. Needless to say I do not have that kind of money to expend. I have lost my husband and home and face a contract that I am unable to fulfill or cancel. I feel trapped. Earlier in this form you asked if I was a senior. At 78yrs I certainly consider myself to qualify as a senior. As a widow I am on a fixed income and every penny counts in my effort to support myself.

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6:36 pm EST
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Brinks Home Security Service technicians cancelling multiple appointments for transfer installation

I have a service agreement that originated from a home at another location. I continued to make payments on the agreement. A technician was scheduled for 11/23, but the day of the appointment, he took the day off and cancelled. A second appointment was scheduled for 12/2. On 12/2 the tech called to confirm, but then I received another call cancelling shortly before the appointment. Now they want me to schedule again. I want to cancel the service and have no obligation for the 17 months remaining on the contract. Why would I want to schedule again and be stood up again?

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DKWSilsbee
, US
Dec 02, 2015 10:32 pm EST
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Yes poor service. You spend 25 minutes on hold only to get in touch with someone that knows little about how to resolve your problem. We have had to replace equipment two times since it was installed in April 2015.
I can't wait until our contract is up so that we can non-renew. I am pulling up our sign for ADT because I refuse to advertise for such a POOR COMPANY.

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6:39 pm EST
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Brinks Home Security Crooks

Their door to door saleman caught me while I had been drinking, and sold me on their unit and a three year contract.I accepted that I was at fault as well, and didn't mind since I was about to deploy to Afghanistan and wanted something for the family. However now that the three years are up they are telling me that I signed a five year contract on a home I have not owned in over two years, as I couldn't afford it after leaving the military. The most I got was their customer service trying to get me to purchase an upgrade to my system, once I finally got off hold and even then I had difficulty understanding them.The only positive thing I have to say is that the instillation went very smoothly. If you see this on other sites word for word, its because i want to try and keep as many people from this company as possible so they don't have hassles as well.

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Brinks Home Security I can't stop their services

I have subscribed for the services of Monitronics Security. I have used it within couple of years, but last 6 months there were only fault alarms. I was sick of them, because almost all were wrong and stopped my work too often. I have called and sent emails in order to stop these services, but the company has never replied to my emails. I simply have no idea how to get rid of them.

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1Madtweety
, US
Nov 10, 2015 12:24 pm EST

I also tried to cancel my service today and was transferred 5 times without being able to cancel my service. I am not under contract and my husband is not going to be employed as of tomorrow and no longer have a phone line for the alarm so what is up with cancelling my service. I can't pay for it so I guess they will send me to collections. I am contacting the BBB, FCC and an attorney based on my consumer rights. Never agree to use Monitronics as your alarm monitoring company. You would have better luck the good old fashioned way then deal with this scam of a company who are just trying to make money off of people and violate our rights as a consumer.

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Brinks Home Security Home Alarm

In about 1 years time I've had multiple problems with my system and on top of that they failed to install sensors in the windows upon installation. I've had weeks at a time with out service and have to wait weeks for a repair company to fix the problem AT MY COST. This is BS and they need to reevaluate their business plan and how to keep their customers protected. I've made a complaint to them and still have not received any response back from management. I am not a happy customer nor do I want to continue doing business with them

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Brinks Home Security Alarm System

I am NOT a customer, but getting daily calls from collections for a person I don't even know. I've explained I don't know person, but the calls continue daily (SERIOUSLY - EVERY DAY BETWEEN 8 and 9 AM). They have now decided I MUST be their customer's husband. I asked how I could be the husband, yet have told them I don't know the person they are calling for. They said a LOT of their customers lie to them to get out of paying bills. I'm NOT their customer. I don't know their customer. It is NOT my job to FIND their customer. DO NOT USE THIS COMPANY!

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Brinks Home Security Alarm system

The system worked pretty much as they promised, but it is very complicated and my wife and I are elderly and can't remember how to use it. This resulted in many false alarms and embarrassment with the police. We quit using it after about one year. After our contract was up, we tried to cancel the account, but have gotten little but run-around and bullying. I have removed most of the equipment, but it did considerable damage to my walls.

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Brinks Home Security Do not do business with them

I had the service installed and ended up doing a remodel right after and never used the system but since I signed up for 2 years I paid for those two years and then spent about a year trying to cancel... I finally was told by them to send an email to cancel and once I did that the billing stopped. That was in January and then low and behold, in August all of a sudden it started again on my credit card and they were showing I owed for two months... I put a stop payment on them and now my cell phone is ringing with calls from them on average 15 times a day. This company is criminal and should be stopped. There are lots of complaints about them on line. Do not do business with them!

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10:42 am EDT
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Brinks Home Security Scammed

Had ADT which turned into Monitronics for over 20 years. Once my old system was acting up, they came in and told us our old security system needs to be changed. While I was at work they talked my husband into a whole new system. The new system never worked right. Horn doesn't sound. Cats set off the motion detector every time it's set. I ended up not setting the alarm anymore because it was constantly going off. Once Monitronics woke me up at 1 am telling me my alarm was going off and it wasn't even set. We had repair people come out and never fixed it correctly, being charged $25 every time they are called out. What kind of scam is this? I fedexed a letter to cancel to monitronics and it was received. After they received it I was bombarded with calls from them pretty much as if they were refusing to accept the cancellation. I ended up being rude and hung up. Today I called Monitronics to see if I can unhook the power to this nightmare and I was informed my account is still active until June 20th. Apparently after you cancel they let it run another month. I cannot believe that this company is still in business and have not been shut down. After investigating this on the internet, I find I have plenty of company in my complaint. To me this operation is illegal. I'm awaiting my final bill with the $1000 cancellation fee to bring to my lawyer to discuss. I think everybody who is going through this nightmare should unite in some sort of class action lawsuit. Very frustrating.

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Starr Jow
, US
Oct 01, 2015 2:29 pm EDT

MCCOLLINS - how did it go? Are you satisfied with the result?

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