Brink's Global Services
reviews and complaints

I recently sold my home and went to cancel our service with Brinks. When I got in touch with someone (after being forced to wait on hold for well over an hour) I was told I owed over $800 because I signed a 4 year contract, which is absolutely untrue as I didn't sign anything.

The customer service employees were unable to provide me with any evidence of what my initial balance was or any information on what I supposedly "signed an agreement for". Let me just say that this is FRAUD and is considered predatory business practices. I would never have voluntarily signed a 4 year contract with Brinks and it should not take 3-5 business days for me to receive a copy, which I highly doubt even happens, of this "contract" that I apparently still owe over $800 on after 2 years. 

I understand there may be a cancellation fee for needing to cancel services, however this balance that I am being told I owe is a made up figure that no one can validate.

It's absolutely ridiculous that I have been with this company for several years and this is how the employees choose to handle business and treat their loyal customers. 

This is fraud and I will be reporting Brinks to the Better Business Bureau and leave as many bad reviews as I have to to make sure that people know how this company handles issues and takes advantage of people. 

I hope that they can do the right thing and start to focus more on your customers and their needs rather than screwing them over to line their own pockets. 

Brinks Home Security employees are incompetent

Brinks Home Security is the most incompetent company I ever interacted with. All across the company - inside sales, customer service, account management. Total incompetence. Yes, they are polite and measured. But completely useless. I have my account with them in activation pending state since 07/28/2022. They shipped me equipment, but failed to schedule installation. So I initiated cancellation in Aug 9th and shipped them equipment back (and it arrived with UPS and was received by Brinks on 08/29/2022) but still not able to cancel the account and got my money for the equipment and for the shipment payment back. I spoke to 14 customer service reps, 2 supervisors, 7 different account manages and 1 supervisor from this department. I have all the names and extension numbers. I sent email per their request. I feel that every time I speak to a new rep from this company, he/she by themselves are concerned about competence of the folks who pretended to handle my case prior to that. I think stalling customers with dysfunctional support is their strategy to keep the cash flow going. I finish this post the way I started - I never interacted with such an incompetent and unprofessional company.

Customer Number: [protected]

I have been dealing with this cancellation for weeks. I called in and cancelled my account as I was moving, that was the first week of september 2022. Then I got a bill in october, I called customer service to find out why i got a bill and why the account was not terminated. they said i didnt do the docusign that was sent to email. I said WHAT email? my husband and I have not received anything nor were we told to be on the lookout for an email. Apparently it was sent to an old obsolete email address. Anyway, I asked about getting the october bill fixed and was told, nope, you just got to pay it. This is not how you treat a customer that paid on time every month for YEARS. Please get this fixed and Email me at [protected]@luckymail.com when it is taken care of.

This is very bad, shoddy customer service.

Leesa Sheppard

I was an AT&T customer for many years. I was told that they were changing to Brinks and my service would now be with Brinks. My system crashed almost 2 months ago. I did the troubleshooting for over an hour with the rep on the telephone. We were unable to fix as the keypad is just black. They scheduled a technician to come out and said I would have to pay for that and when I disagreed they said they would waive that fee if I extended my contract which I did. The day before my appointment, they canceled and rescheduled. The second appointment, the technician never called or showed. I then called again and they scheduled another appointment and the technician never called or showed again. I called yesterday because I just want out of my contract with Brinks. They refused and scheduled yet another appointment. I really do not want to do business with Brinks anymore and would sincerely like to be released from my contract.

Ref: Service/Billing - Account [protected]

Let me start by saying I have been a customer over 14 years through many transitions and buy-outs. I have for the most part experienced a good working relation between customer and provider and for that I'm grateful. However, I received a call from Darrell last summer as my contract had expired with a offer for a wireless upgrade with free camera.

I opt for the upgrade; the additional charge of $199.00 would be added to my billing over time. The tech came out and met with my husband. The installation began with a few hiccups that led to my husband calling me at work. I came home with hopes of resolving the issues, but the tech was rude and did not explain why he could not install the camera, so I settled for the incomplete installation. I asked questions and he simply didn't answer me. He seemed frustrated and agitated. We were not getting anywhere. He did install the new pad and linked it to our garage per our request. He then left and I was truly relieved. We wanted additional services added to the 3rd floor, but I knew it wasn't wise to ask questions, so I didn't. I called customer service and was placed on hold for 48 minutes. I spoke with a young lady and explained my situation and ask her to log my complaint regarding the tech and asked if she would send someone out to complete the installation. She assured me they would send someone out. I only ask that they did not send out the same tech. She stated she was putting it in the notes, and they would not resend him. Who showed up the same tech. I would not allow him in my home.

Regarding the billing:

I have been paying the bill with extra as I have not received any bills from Brink regarding the $199.00 since 2021, I knew I owed for the upgrade. When I attempted to get into my account. This is what it said "A Customer Portal account cannot be found with this email address. Create your account by selecting 'Register' above. You all have been receiving and cashing my payments however October 20, 2022, I received a letter from a collection agency (Rosenthal Morgan and Thomas Inc stating I owe $1170.59. After never receiving any notification from Brinks regarding billing at all. I find out not only has Brinks placed the account with a collection agency but it has been placed on my credit. I have never not paid my bill, please check your records. What I owe I have no problem paying.

Thank you and I will await your response,

Carletta K. Fleming

[protected]

Home monitoring service cancelled in June of 2022. Brinks says I owe a back payment which have been sent to a collections agency who are very unprofessional with terrible customer service skills. I am trying to resolve issues with brinks not the collectors as it is difficult to reason with them. I have contacted brinks with no response I do not want this collection agency calling my house. I have been a customer with brinks for over 20 yrs

Good afternoon:

My alarm was incorrectly installed on 09/17/2022. I call and escalated issues and nobody seems to care that I was not protected. I was advice that somebody will call me with a sooner installation day. It did not happen. On October 9 I was given a window time from 8 - 10 which we made arrangements for, but nobody show up until 4:45. At time time we were not home since the window time was from 8 to 11. As a result I called to cancel services, but I decided to give your company on more chance. On that call we discussed a bill that show on my account for $55.00 for services I do not have. So the gentleman that assisted me stated that he will refunded it and also the following month due to the fact that I am not being protected by your company. I call on Wednesday Oct 19 and the gentleman I spoke to told me to call the next day which I told him that was unacceptable. He transfer me to the line instead of a supervisor and the center was close. I called on October 22 spoke with a lady and she tells me that your company don’t have fix my bill for a services your company has not provided to me. Hope you are able to resolve my issue and your customer service

I originally had a contract with Protect America (July 2019) and Brinks bought the company in June 2020. I had already had previous issues with my system and asked Brinks to make it right. My doorbell camera never worked. My sensors would misfire or not register at all. My outdoor cameras don't function properly and I am paying for $57 a month for a system that doesn't work. I spoke to many representatives and one sent out a new doorbell camera to attempt to fix the problem. They sent out another technician (2nd one) to install and fix the problem, and he could not fix it. I called in February 2022 to cancel my service because Brinks wasn't fixing my issues. When I called, I told the new representative that I wanted to cancel and that's when I found out that Brinks had extended my contract for an additional two years because of the new camera they sent me. I told them that I never agreed to extend my contract and wanted to cancel. They told me that they would revert my contract to its original date once they received the new doorbell camera back. I sent it to their warehouse. On Oct 6th, 2022, I called again because I knew my contract should have been up. I was told that the contract was never reverted back and my contract end date is 2024. Joseph (ext 69064) assured me that he would fix the problem. He said he would revert the contract to its original end date and process the cancellation. He stated that I didn't need to pay anything additional nor return any of the equipment. However, the very next day I got charged for another month of monitoring service and received a letter in the mail from Brinks. They stated that I couldn't cancel because my contract still ended in 2024. I have never signed any additional contract, and Brinks wouldn't furnish proof of my consent. I am requesting a full refund for the breach of contract. Brinks does not uphold their end of its customer agreements. This has gone on for over a year. I am tired. Please help this MilVet.

Hi someone deleted my credit card from my account. I called in and no one is of assistance from Brinks. I explained my situation and no one from Brinks is willing to assist me.

Also I was looking to cancel because the customer service & equipment is awful. I was told someone from Brinks would call me back 2 weeks. No one called me. So I called yesterday and explained my situation and again the agent was not able to provide me with any assistance.

Can soneone assist me with all the issues I'm having? Someone?

To clarify:

About 2-3 weeks ago I called to explain that I was having issues with my doorbell voice commands - it was all muffled when speaking and listening over the doorbell onto my phone. Also the camera was delayed and the images froze on & off. Everytime they check my internet connection, it is perfect.

I texted the manager from Beyond and he is not willing to help resolve.

Thus I requested to cancel my contract based on Brinks not fulfilling their end of the contract by not providing support to fix the equipment issues.

I called Brinks 2 weeks ago and explained all this. The agent on the phone again was not able to assist so I requested to cancel because no one at Brinks can fix the issues. I was told by the agent that they will send the cancellation request and sone will call me back. No one called me back.

I noticed that Brinks or someone went into my account and deleted my credit card without my authorization.

I called back and the agent said it was probably because I requested to cancel. Well if my account is cancelled, why I'd Brinks still billing me.

Brinks has had no communication with me on any of my issues or in deleting my payment method(credit card). Basically Brinks fraudulently went into my account and deleted my personal information(credit card) with my consent. Fraud!

My customer number is [protected] I was transferred from AT&T service to Brinks because they were not supporting my system any more and stated that Brinks would supply me with all the equipment that I would need free of charge including installation and my monthly charge would be $39.00 is what I was paying and would be on a month to month basis as long as I wanted the service. My first bill from Brinks was $42,-- and when I questioned the extra charges gthey said it was taxes and preparation charges--I told them that my bill was supposed to be 39,00 per AT&T, I thought this was confirmed until my next bill was 42.--, after trying to fix this I just started to pay the 42.--to keep from argueing with personnel. On June 22,2022 I requested that my service be terminated on July 22, 2011 since I had sold the home and the equipment had to stay with the home since it was attached and the response was affirmative that it would be--I requested e-mail confirmation but none was received. Now you are billing me for services that I no longer own and adding past due amounts to the bill including late charges and threatening to turn it over to a collecting agency and to my credit rating agency--My service was paid up until July 26, 2022--4 days past my requested termination date--You will adjust your billing service to reflect my termination and eliminate the false charges immediately .

Today was my 2nd-time RESCHEDULED appointment with them. A technician was supposed to come to update our security system because cell phone companies are to stop support for 3G and 4G. The window given was 5 hours. I was waiting and waiting. Finally, I decided to call them to see how soon a tech would come. They said the tech called out to ask them to reschedule my appointment. This is exactly what happened about 3 weeks ago. They never called me to reschedule as soon as the tech called in, which is ridiculous for the business to do. How unprofessional they are! The reason is beyond my understanding. At the last minute, a tech called in sick?! Especially when they stated that this appointment was CRITICAL and URGENT to avoid the interruption of the connection. They are history in this competitive industry. I will switch my alarm company asap.

This Home Security has failed their customers service terribly. Their is some type of malfunction going on with the motion detector. After leaving my home and arming my alarm 60 seconds later it would disarm on it's own and by no one being home to disarm it would go off. I have replaced the motion detector with new batteries in the hope that it would solve the problem but it didn't.

This happen the later part of August talked with a Custome support team member on the phone and the problem still wasn't resolved. So at that point a technician was scheduled for a month later on Sept. 19th to come out. Which first of all is unacceptable customer care for a customer to wait that long for my home to not be properly secured. At that point I asked for a monthly bill adjustment which they agreed since i should not be bill for service that i was not getting. On Sept. 19th Brinks was a NO SHOW on a technician and I have yet to hear from them and for my September bill was not adjusted either. Brinks is a terrible company and provides terrible Customer Service.

Thank you,

Debra Wilson

3013 Joymeadow Dr.

Fort Worth, Texas

AT&T customers beware -AT&T directed us to brinks since they were discontinuing their alarm system. We had appointment scheduled for installation by brinks on 9/29/2022. The installer never showed up. I make 7 phone calls to customer service from 10am-3pm - they assured me someone would show up despite them not being able to contact the installer. Finally at 315 pm they informed me the installer called in sick for that day and would not be coming(big surprise since he did not show up). They rescheduled our installation for 10/6/2022 between 8am-12noon, received a message that day that installer would arrive between 11:48am -1:48pm, NO SHOW, NO CALL again on that day. I called customer service (only to be put on hold repeatedly and waiting for 48 minutes) to speak with customer service rep and customer service supervisor. No one could tell me why the installer failed to show up on that day and they stated they could not reschedule at that time but I could call back the next day to reschedule or they could have someone call me the following day to reschedule ("and it would be put in as top priority). Well we are now at 10/10/2022 and I have not received a call to reschedule. I don't understand how a company that claims to keep "millions of homes safe" cannot even manage to give me a phone call to tell me the installer is not going to show up x2 or to reschedule my install. I cannot imagine not showing up to a job twice in a row and not calling to inform the person who is spending the whole day waiting on me. Honestly if this is acceptable behavior I am not sure I want them protecting my home at this point. It is obvious they do not care about customers. BTW I had to wait over 48 minutes to talk to a customer service supervisor(Jackie) which leads me to believe there must be a lot of other complaints going on. Once I did speak with the customer service supervisor (who was the one that assured me someone would call in 24 hours to reschedule) she acted as if they had so many referrals from AT&T they did not need my business anyway and had no intentions of fixing the issue.

My name is Tamara Price and I have been scammed by Brinks Home Security. This company has fraudulently extended a contract in my name without my permission. I spoke with a Ricky on the executive team who stated he would resolve the situation which he has not. Now someone has requested my account be moved to a new location. I still have a contract for 51 months which i didnt sign up. I requested a copy of the contract which i have yet to receive. Even Ricky stated someone added the additional months to my contract without speaking to me. This is FRAUD.

I called Brinks in March 2021 to advise them that I wanted to cancel, as I was having issues coming up with the money to pay the bill. At that time, they advised me they could lower my rate, and give me two months free. I thought it was fantastic and a great company, so I decided to stay with them in the hopes that I could get out of the financial situation and keep their service.

Today, 10/04/2022, I called again and asked if I was under a contract, and if not, if I could cancel. I spoke with a represenative who advised me that in March 2021, I agreed to a THIRTY SIX MONTH contract, in return for the discounted rate (which was only $10-$15 off a month). I told them I was not aware, and didn't think that was something I would have EVER agreed to (60 days free to sign up for almost 1100 days of continued service, when I'm already having issues paying?) and the representative transferred me to a Service Manager. I did not get her name, but I've never been so demeaned, or talked down to, in my entire life. She asked if I lost my job "or something" that suddenly made payment so difficult. I explained that I went through a divorce and am a single mom, and on top of the economy inflation things are just too tight. I have not missed a payment yet, but I was having difficulty coming up with funds. She told me again, that I had agreed to 36 months when I had called in March 2021. I told her I did not think I would have agreed to that, I do not think it was disclosed to me, because that would be the worst deal ever for someone who is already struggling. She laughed at me, got incredibly sarcastic and said that "you think we are just going to give you something for nothing?". Excuse me? I'm still paying you. Competitors are cheaper. I was paying too much to begin with, which is why I thought they were just helping me and cutting my cost a bit. She got very snide, and started talking about how Brinks has the best service, cheapest service, and the best upgraded equipment. My equipment has never been upgrade for 7 years. My equipment is 7 years old. That is not upgraded. When I asked her if I could speak with someone above her, or have an address to write to so I could possibly get someone with some compassion who'd be less arguementative, she simply transferred me back into the queue so I'd be on hold for who knows how long. The call ended in me in tears. I'm a single mom - I have two young children. And I've never ever had someone talk to me so rudely in a customer service position. She didn't care that I wasn't advised, she simply wanted to say what she could to make me feel bad and make Brinks look better. Nothing like stepping on your customer's back to get to the top... I feel that I was taken advantage of in a moment of weakness, when I was most vulnerable. Not just today, but also in March 2021.

I have been calling to get a technician here - I live in Fort Wayne, Indiana and the technician has to travel from Indianapolis - they indicate that a technician has been assigned. Yet, I call the technician and he does not have any information.

I get flooded with 45 -50 emails /day telling ,me that nothing is working but nothing gets done.

I have to pay for a very lousy service that I do not get and deal with people who recite over the phone "I am so sorry" but nothing happens. I have tried to speak with a manager but I do not have access to one. They say the manager will call.

For your safety and economic health do not try this company!

Called in Mar of 2022 and requested cancellation of contract. I had not been able to use any of the equipment in my home after selling the home it was inially installed in.I was offered multiple upgrades and possible solutions. I declined. He told me I might get a bill for the rest of my contract. Next I received a bill in August requesting payment of arrears. I began receiving calls 2-3 times a day and when I answered there was no response on the line. I called Sept. 7th and was on hold for 30-40 min. I asked to speak with a supervisor and was on hold again maybe 15 min. She could not resolve my questions or concerns and hung up. I called the next day 9/8 and again on hold but was eventually transferred to a supervisor. I got Ricardo who again insisted I got an email in Mar. that I did not respond to. ( no email received in Mar.) I told him I wanted to cancel, he said I would have to pay the balance until my contract was up in Feb. 2023. I said I wanted to settle this right now. He waived the late fees and balance was 386.40 Gave him my cc #. Asked for email receipt. I was told he sent it. Then he said he would send it on his computer and I would get a follow up email on 9/9 and needed to respond to that in order to cancel. No emails received. Richardo took my C: # and told me he would call the next day to make sure I had received the emails. After reading multiple complaint about this very issue I called my bank to dispute the charge. Nothing received as of 9/13\22. Cnf# K6V6B55

We have been satisfied Brinks Home Security customers for many years. Within the last few years, we lived in Arizona City, Arizona, taking care of our adult disabled son. Kim died March 27, 2022, and we moved back to Wisconsin because of our health care and our age. We are both in our 80's and needed to be closer to family. We called Brinks to cancel our service as of June 15, 2022. We talked of our situation to several customer representatives to cancel our present service with the understanding we were leaving our equipment because the removal would damage the home. At the time, we did not know what our circumstances would be in Wisconsin and if we would need Brinks service in the future. The point of the complaint is they continued charging our credit card for July and August even though we were receiving no service. When we called, we were informed, for the first time, we have a contract and would have to pay until the end of the contract. We asked for a copy of a written signed contract to be sent to us which we never received. They would not accept an e-mail from us canceling service. They want us to sign forms which state we will pay all kind of charges we are not responsible for.