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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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7:35 pm EDT
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Brinks Home Security harassment after canceling account

These people scare me. I was with them for 5 + years. When I tried to cancel my account, they used some scare tactics on the phone, he also said I could transfer it to a friend/family member, I haven't been on a contract for years, I was taken aback by both the scare tactics and the suggestion that I transfer the account to a friend, (really, are you kidding me) then thought wow if I ever get another alarm service, it won't be monitronics, I was told I needed to send a letter, so I sent a letter in December canceling my service. It is now late March, and they won't stop harassing me by phone, both land and cell #'s. I'm not sure if my only option is a lawsuit, or how to stop the harassment.

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7:28 pm EST

Brinks Home Security I didn't get what I was supposed to

I called GE something or other to have an alarm system installed which was a sub contractor of Monitronic Alarm Co. I live in a river bottoms of a large river and have intermittent phone service so I asked if they had a system that worked off a cell phone. They told me that yes they did and that they had a Simon XT system that would be compatible with that. The Installer came out and installed the main system in the front house and only a door sensor in my apartment and I'm the one paying for the system. I asked him where the control pad was for my door that I was supposed to get and he said that I didn't need one that the little key fob with the four buttons on it was all I needed. After three months they were cooking something in the front house and the smoke alarm set it off. They couldn't remember how to turn it off till they called and asked me. I immediately called Monitronics to cancel the alarm and they told me that they never got one. After talking to them we figured out that not only did they not give me a keypad for my apartment, they also didn't install the cellular communicator to call out wirelessly. I asked the lady at Monitronics about it and she said it wasn't in my contract. So neither did they give me a keypad but also no way of calling dispatch. That was to whole point behind getting the Simon XT unit was because of that. I now have a very expensive smoke alarm! They wanted another $350 for the GSM cellular communicator. I checked the price on the internet for it and it's 199.95 so it does cost almost as much as the Simon XT deluxe package of $284.95 which includes the Main console, power transformer, 24 hour backup battery, pet immune motion sensor, 3 wireless door/window transmitters and 4 button remote plus misc wiring. The wireless smoke detector also costs $82.50 so the way I figure it for three years thats $1, 512 minus 367.45 for parts and that leaves 1144.55 for installation and to monitor for 3 years. Like I said that's a pretty expensive smoke alarm! Don't trust these people especially being they don't give you a copy of the contract!

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Betty C Hampton
Sun City, US
Apr 28, 2013 3:17 pm EDT
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I contracted with isi alarms o1/24/13 the month of february was suppose to be free. monitronic alarm attempted to deduct a payment the first of march 2013 the first payment wasnt due until march 24, 2013 in the amount of $54.95 but on march 24, 2013 $77.49 was taken out of my account .it appears that this monitoring company charged a fee because the money wasnt there the first of march due to their misunderstanding of the billing date they are going to make me responsille for their mistake. i want my money in the amount of $32.54 returned to my account. i am not going to remain a customer if i have to continue stress out because of your errors. on march 22, 2013 i spoke to a person name Barry and he assured me that this would be taken care of. my name is Betty C Hampton 28872 Del Monte Drive Sun City, Ca 92586 Phone Number is [protected] (C) [protected]

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2:36 pm EDT

Brinks Home Security Stay away

They made me pay for 3 years in advance when I wanted to cancel my alarm because I am moving, over a thousand dollars! I wasn't happy with the service or system, the window sensors — which they glue on — come loose through use of window and heat of sun exposure. We've had too many false alarms, bad customer service, and it wasn't cheap to begin with. I've had the technicians over an exhausting amount of times to fix what was a brand new system.

They have you locked in for 5 years or more, and you can transfer the bad service and system, by ripping it out of the wall and windows of the old house, which I am sure the new home owner will appreciate! Or you can beg the new home owner to take over your account!

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10:35 pm EDT
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Brinks Home Security Negligent Consumers!!!!

All of you people are complaining about cancelling service, collection calls, an faulty equipment...first off if you thoroughly read your contracts before signing rather than behaving like a child at Christmas due to all the free equipment maybe you wouldv'e seen that fine print of 36 month contract. Which you had already been informed of from the technician over the phone before the installation department even came to your house! Which I know for a fact cause I work for the sales department! As for collection calls...you get those from not paying your bill. Just like credit card companies do as well. If you'd pay your bill which you agreed to in the first place...you wouldn't get called. So pay your bills! Take responsibility for yourselves an stop bad mouthing Monitronics due to you being irresponsible! Monitronic's has saved many lives, homes, pets, an priceless items an keepsakes for 1000's of people maybe if all those people took as much time telling their stories as all of you "unsatisfied wronged customers" which is 100% due to your own negligence than maybe we'd be able to save more people from tragedies!

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Robert -- Houston
Houston, US
Mar 21, 2012 7:50 pm EDT

No tracking provided on the status of canceling your service when you send them the letter they ask for in the mail.
Customer service actively works to prevent you from cancelling even when you are beyond your contract and have very clearly stated that you have acquired a different alarm system and their hardware is no longer installed.
Odd how a company that has no contact from your alarm system for over 3 months and never tried to contact you about it can claim to be monitoring that system... Were I less trusting I would suggest theat their monitoring claims were fraudulent...

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Fernagu
, US
Sep 10, 2010 11:51 pm EDT
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First, Monitronics does not install therefore cannot target the elderly. Second, no alarm company is connected to 911, PERIOD. That is why they are called alarm companies. They monitor and call your local pd, or 911, so get it straight. Next, if this was just installed, you should be calling your alarm company. Monitronics can tell you how to shut it off but doesnt repair equipment either. And the best part, as your contract surely says, YOU SHOULD BE TESTING YOUR ALARM SYSTEM ATLEAST ONCE A MONTH TO MAKE SURE IT IS WORKING. Monitronics monitors signals received and is not responsible for you not testing. Lastly, if they were so unhappy, they would have cancelled. The instructions on how to cancel is on their contract or a customer service rep can tell you.

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MonitronicsSucks
guacamole, US
Jun 09, 2010 4:49 pm EDT

While I appreciate your venemous support for your employer, you are wrong. They target the elderly. They prey on the weak and fearful. They come to your home and exploit your need for independence and safety. Then, they take advantage of you monetarily.

My parents, after both of their fathers were involved in falls where they had no help, were approached by Monitronics. They were told that Monitronics, unlike ADT and Brinks, were directly connected to the police and fire departments. I, of course, disputed this claim. The agent informed my parents that they were more high tech than the company that I used, and that I was just "outdated." I quickly shut up because I had not had a new system installed in 10yrs. I could be wrong. He went on to explain that the reason they were $50 per month was that they had a "special connection" to the 911 system.

My parents, not wanting to be a burden, thought that Monitronics would allow them their independence. None of that whole, "I've fallen and I can't get up." They could use their fobs in the yard or the house. They would remain independent unlike my grandfathers who eventually ended up with nursing or family care.

They agreed to allow Monitronics to install their system. Weeeellll, that is when their "fun" began. The gentleman installed a system. He charged them $300. He told them it was with Verizon Wireless (They suck too. Another story for another day). My mom said, "Our children have Verizon and bought us phones from them too. They do not get a signal in our home. After our daughter paid for our phone for two years that would not work we switched companies. So, I don't think you should use them here. He said no. It was a "special" Verizon signal (oooh magic Verizon signals). Not knowing anything about security, they trusted him.

A month after installation their alarm would not stop going off. It went off day and night. They were confounded. They called Monitronics to shut it up. They were told they would have to buy a new battery. They said why? It is brand new. Shouldn't it be under warranty? Finally, after much fighting, they had the battery replaced.

Fast forward two years...OH, AND BY THE WAY **N E V E R** MISSING A PAYMENT (smart a**). My mom burned some food in the kitchen. The alarm sounded. IN THE HOUSE O N L Y! Mom went to the basement to turn it off, but it had been at least a couple of minutes. She exceeded the 15 seconds. She knew the fire department was headed her way...NOPE! They were never notified. WHY? Because they were sold a bogus system. It could not send nor receive signals! It never worked. That is why they could not get the tech to teach them how to use it. He didn't leave a book or contract.. Three hours went by. If there had been a fire, they would have died. Lost everything. Get the picture?

Do you know what Monitronics told them? Too dang bad. SO! You want to know why people don't pay Monitronics? Because they charge you for nothing! It is the Emperor's New Clothes. They make fools of the elderly! One day, my naive little workerbee, you too will be old. Watch out! They will get you too. P.S. They still haven't missed a payment...

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4:43 am EDT
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Brinks Home Security Billing Statement and Transfer of Services

I moved away from the house in AZ that I had their services set up. Sales rep mentioned that in case I move, the services will be transferrable. I asked for service transfer to new home in FL. They told me I have to renew the contract for another 3yrs. Since it was a rental home, I was not sure if I would stay with the new house for such period. If I move again, I will have to renew the contract again for another 3yrs. In the end, I will have to stay with their services indefinitely.

What's worse? They never put the contract period on the bill so I don't know if I am paying for the service beyond the contract. The original house in AZ stands empty for 2years now and I had to disable the security to avoid police service charges in case real estate agent couldn't disable the alarm past enough when they are showing the house.

There has to be something to make these people to be responsible.

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11:00 am EDT

Brinks Home Security Bait and switch liars

I make a deal with a company named Platinum. The deal was I will buy the home alarm system if they remove the 5 year monitoring contract clause.

After a few short months, my contract was sold to Monitronics. No big deal I thought, until I decided I wanted out. They say I have to stay with them for 5 years, even though the 5 year clause was X'd out in my contract. They say if I don't pay, they will turn me over to a collection agency.

A second thing to mention. Just yesterday, my house alarm goes off. The cops show up, everything is good. My wife calls Monitronics to clarify what seal was broken. The Monitronics guy suggests that I was sneaking into the house in the back way and then leaving too slowly. He is suggesting I am doing something bad? What a ***.

Please, don't use this company! And don't use Platinum either! They are in bed together but you are the only one getting screwed.

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Woodmans
Spokane, US
May 29, 2014 5:14 pm EDT

Monitronics did not even finish installing my alarm system. What the did install used all the old sensors. Made me hire a contractor to finish the alarm install. Monitornics was "oh well". Had to settle with them shutting of the monitoring since the system is acting up. I refuse to deal with the old installer "Total Security" out of Spokane Washington. Buy one of the no contract wireless systems instead.

Bad business to rip people off. If the product was really all that, people would say it here. Odd these days to steal money through dishonesty. Cant they make money honestly? Why rip off the poor and the elderly. Shame on Monitronics. What a foul company!

Please re BBB case#: [protected]

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11:12 pm EDT
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Brinks Home Security - Idiots

These complaints are absolutely ridiculous. I work for Monitronics International at the main office in Dallas, TX. I handle very large issues and am upper management, but I began as a regular customer service representative who received numerous compliments for my knowledge, patience, and all around kindness. These compliments came from the customer...

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Brinks Home Security - fraud

My complaint is about people who complain about Monitronics and have no idea what Monitronics actually does. They monitor signals, that's it. They don't install your equipment, do not tell you lies about your contract terms, are not the ones who should tell you you need a permit, or you should have a phoneline for your alarm to work. That is the salesman...

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11:23 am EDT
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Brinks Home Security Failure of system

I had Monitronics install my system back in 2008 when I suffered a robbery that left me with almost nothing in my home. The system worked well when someone tried to break in a 2nd time while I was out. Last night, even though my system went off in my house, "the signal didn't reach" Monitronics themselves so once again I was robbed. The phone line was active and not cut.. they busted my window out, opened it and left out the front door with my belongings as if they lived here.

I'm now moving and since no one at Monitronics can tell me how they didn't see the signal for alarm going off, I am canceling my service with them effective my move.

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7:18 pm EST
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Brinks Home Security Contracts and scare tactics

A few weeks ago I got a knock on the door from ADT, a competitor of Monitronics Alarm. The ADT people were told me that there had been a break-in within the neighborhood and they wanted to make sure that I had an alarm sytem set-up in my house. Then it just hit me. Those were the exact same words that came from the guy that sold me the Monitronics alarm system almost 2 years ago. I felt really like a sucker for believing their scare tactics. Whether the break-in was true or not, I should have known to assess the situation and not get suckered to these long contracts costing you as much as $1500. With that money I could have just bought a $700 security home security camera that I can monitor from my laptop anywhere. I tried to cancel my contract, but no luck. They put some nice and fake acting business person to sell you the product then give you the worst costumer service person when you try to cancel. Bottom line, I was told I can't cancel even if I lost my job or get sick. They want their money, that's all and they don't care about your well-being and safety.

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BigBear74
San Mateo, US
Mar 10, 2010 7:26 pm EST

I just wish more people would look on the Web for free or inexpensive self-monitoring solutions first. Two examples are highlightcam.com (which compresses video footage into relevant highlights) and homecamera.com (which can send motion-detection videos to your mobile).

But no question, these scare mongering tactics sure leave an awful taste in the mouth.

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12:32 pm EST
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Brinks Home Security Rip off

Momotronics and platium protection alarm system are horrible companies!the salesman that stopped by my home more or less pressured me into getting platium protection alarm system!they installed it that day but i have not been able to use it do to a bogus voice command on the system. it says garage door open when activated we do not have a garage. when i called i got the run around switched to differnt people then told to change the batteries! we are unable to open the system.i called again to no avail just got the run around!i with held 1 month payment because we can not use the system! was harrassed by monotronics, they kept calling my house saying i owed 2 months i have prove i only owed 1 month!i explained why i have not paid Jan.2010 payment and was given a run around again between monotronics and platiumprotection !was told nothing could be done about the problem and i had to pay 2 months owed before anything could be done or an installer sent out to check the system! or i could pay $2000.00 and they would come get the sytem but need the money up front. please do not get involved with thses companies!i am getting a hold of the b.b.b. of ohio! i paid the 2 months when i got my Feb.2010 bill but no one has come to check the system and now i get a voice activated call saying i owe money! thinking about getting an attorney!

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Qualtech1
Hesperia, US
Apr 17, 2014 4:54 am EDT
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Sometimes the technician will fail to disclose or show you how to use all the equipment that was installed. I know your post is about 4 months old, but I just wanted to comment that depending on the type of your panic button, you may have to hold the button for 2 seconds for it to actually send the signal, example of this would be your keypad panic button, or your keyfob panic button. You need to hold the buttons for 2 seconds for it to send the signal. This is to prevent false alarms. I hope this helps.

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Mike k L
Winterport, US
Jan 11, 2014 5:03 am EST

I to am having problem with Monitronics. I was approached by a company and they told me that I would have to pay $34.00 each month for 3yrs. My mother who is 74 had a pannic button push it and get help. That was the idea. She pushed no one answered. My sister has had 2 heart attack pushed her pannic button again no answer. I got tried of giving them free money. Now I hear from them everyday.

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9:49 am EST
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Brinks Home Security Beware

Its about Monitronics security.

They asked us to sign contract for three years.After installing the system it used to give false alarm.Three times police came for alarm . we have to pay police department $70 each time bill came due false alarm.WE contacted monitronics they didn't come or fixed.even police couldn't stop alarm when alarm was going off.

we wanted to cancel it, instead of giving peace of mind it gave us nuisance.but they said we have contract.we paid 3years without service.

july 09 contract finished but still charging.they didn't send a letter also.

We called still they say send a letter of cancellation.

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Brinks Home Security Horrible practice

I signed a 3 year contract with Monitronics. I fulfilled my 3 year committment and went on month to month billing. After some time I moved out of the house where the alarm system was installed, but rented it out to tenants who wanted to have the alarm system activated. So I call Monitronics and schedule a service appointment because the alarm is not working. They send out an independent dealer who arrives at the house and says the alarm is not working because the phone is not operational. Well the tenants had been in the house for at least one month and did have the phone system up and working so none of us understood what this guy was talking about, because we could pick up the phone and hear a dial tone, but according to him, when he tested the line, he said he could not hear a dial tone. Anyway - we call AT&T to come out and check the line - who miarculously is there within an hour. They check the line and of course there is no issue with it. I call the idiots at Monitronics again and request a service technician be sent out to correct the problem with the alarm system. So as I am making an appt with Monitronics for the service technicial, I am telling them that I do not expect to have to pay a second service charge, because the guy could have and should have fixed it the first time. I was assured that there would not be an additional cost for the second visit. The first bill was $91 - for nothing! So the guy comes out (the same guy) exactly one week to the day, later. He finds that there is nothing wrong with the line, which is suspicious because AT&T never touched a thing! Anyway he comes, he fixes the system and wants my tenant to sign a bill for an additional $125. My tenant gets me on the phone and I explain to the technician that I was told I would not receive a second bill because no work was completed the first time. He says that Monitronics is wrong and that he expected to be paid. Well I did not pay him. I spent days and days, including the day of service on the phone with Monitronics who is now telling me that they cannot find the rep who told me that I would not be charged, but that because I was no longer under contract with them that I would have a bill whenever a service technician visited my house, whether or not they did anything. This was contrary to what I was told prior to rescheduling the technician to come out. After weeks of going back and forth with Monitronics, while I thought it was a still active investigation, they sent me to collections. I absolutely would not recommend them or their services to anyone. They give out mis-information and when customers make decisions based on the wrong information given to them, the customer has to pay the price. Now that I am in collections, I am going to give them their $249 so that I will never have to deal with them again. Never, ever again!

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Brinks Home Security miisrepresentation of facts

High pressure taactics of door-to-door salesperson. He misrepresented what was offered: free installation and one $39 monthly payment for fee. Only after giving him all of my information, including my SOCIIAL SECURITY NUMBER, HE ASKED ME TO SIGN A CONTRACT AGREEING TO $39 MONTHLY PAYMENTS FOREVERAFTER!

This was after a half hour he spent assuring me that this security protection was aabsolutely free, a Christmas present for my block and my only obligation outside of the initial $39 payment was my permission to place an advertising sign in my yard.

I did not sign the contract but am troubled by the prospect of having my social security and credit card numbler known by a fraudulent company. The salesman presented me with his card showing his name and what I suppose is the office he works out of.
21455 Melrose Avenue, Suite 18, Southfield, Mi48075. His name is Malik Raheem.

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IKnowAlarmSystems
Dallas, US
Dec 28, 2009 12:43 am EST

Watchdog is a independent company separate from Monitronics. They only set up their systems to be monitored through Monitronics. If you are that concerned about your information being out there then I would recommend calling your credit card company to get a new number. Also you could call your local District Attorney's office and register a complaint. As well as calling Monitronics and speaking to the department that deals with fraud to report them. If anything you could call Watchdog's owner or manager and tell hem your ready to do these things and I would bet that would get a reaction. But I understand Monitronics is the big name in all this. But they don't have any local offices. All they do is monitor alarm systems, they do not install any alarm systems anywhere. They are not responsible and have limited control of their dealers. The most they can do is cut business ties with them for shady business tactics.

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Brinks Home Security Be careful

Monitronics would not let me out of contract even after i called with in the three days some one was going to call back but did not then when i called back they said there was no record of me calling and i was stuck in contract unless i would pay like 80% of countract just one big scam.no one wants to help all they want is there money and the system they put in dose not do that good of a job i can break in any time and not set off alarm plus no one told me at any time i would also have to pay the city a fee also more details no one told me about the hole think is not worth it. will never deal with them again nor recomend them to any one.

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Dwatson
, US
May 10, 2011 1:11 pm EDT

Monitronics sent someone to install a new system. the man that showed up explained he had been under a trailer that was full of cat *** and urine and he smelt terrible and was very dirty. I did not get the protection I thought I was going to get!

he put a motion detector in my hallway, which is never really traveled. a bad location for it. it should have been in dining area and gone off last nite, but did not.

a window was broken last nite, the alarm did not even go off.

This system was just installed 2 days ago, and I am terribly let down. It gave me a false sense of security. Right now all i have is holes in my wall and a box that talks...thats it. Fix it, if possible, or come get your system and fix the holes in my wall!

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Brinks Home Security Do not use them

The absolute worst security system ever. None of the systems they have work properly, and they install systems incorrectly and won't come out to fix them. DO NOT USE this Company.

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Qualtech1
Hesperia, US
Apr 17, 2014 5:05 am EDT
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Monitronics is responsible to take care of this customers concerns. The local company may or may not be around any longer, but regardless, the customer has a valid complaint, and the reason the customer is claiming "monitronics" is because that is how monitronics operates as far as pinning their name on the account. To be honest...Monitronics is garbage! I would find a company that will take care of its customers no matter who did the install, and to guarantee service within 48 hours.

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IKnowAlarmSystems
Dallas, US
Dec 28, 2009 12:58 am EST

Well your complaint has a lot of broad strokes. "Absolute worst security system ever." Well that would cause you to have had experience with every alarm system ever made. Other wise it is just an exaggeration on your part, making you sound like the Comic Book Guy on the Simpsons.

"None of the systems they have work properly, and they install systems incorrectly and won't come out to fix them."
So none of the hundred of thousands of systems monitored by Monitronics you tested worked? I think maybe you didn't but again you are exaggerating to make your point.

I can see your angry, but by making gross statements like does not help your case. Also you should know Monitronics does not install any alarm systems. A local company installed your system and contracted Monitronics to run the monitoring part of it. Its like if your TV broke and you blamed your cable company. The real issue is with your local company that sold you your system in the 1st place. And if you saw the system was installed correctly why didn't you cancel your service in the fist 3 days? (As is standard with all monitoring contracts.)

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Brinks Home Security Harassing Collection Practices

We signed up for security alarm services with Monitronics in February 2007 at our home in Tempe, AZ. We sold the home in March 2009 and contacted Monitronics via email to let them know that we would no longer need the service because we had sold the home. They asked us to provide them with a letter, which I did, explaining the reason for cancellation. Never did they mention to me that I would be responsible for an additional year on my contract in any correspondence or telephone call I received confirming the cancellation. Starting in July the collections department - phone number [protected] in Topeka, KS starting calling me three times each day, even called my sister on her cell phone several times, telling me that I was in jeopardy of losing my "security service" and would be unprotected unless I paid the past due amount. Again, I went through the whole story with them about selling the house and they would each time tell me that I needed to contact Customer Service in Dallas - which I did by telephone and letter. Finally on 8/12/09 my husband called and found out that we were responsible for "buying out" the remainder of the contract because we had a three year commitment with them through Feb 2010. They said they would send an "end of contract" letter to us with the amount owed and we should pay that upon receipt. I received the letter dated 8/27/09 on 9/8/09 and mailed them off a check for the total balance on 9/11/09. During the time period from when my husband spoke with them on 8/12/09 through today 9/23/09, I have received over 11 phone calls from their collections department - most of which I've ignored but four of them I've taken, discussed and explained the situation with the representative who calls. Each time they seem to be confused, not sure what is going on and can't tell me what the status of the account is. Last night I received a call from their collections department at 8:45pm and she told me I owed over $600 on the account. I called the Dallas office this morning to discuss and again they seemed confused and promised me that they would consider the account closed and remove any additional charges since the $409.93 had been received. I would recommend this company to my worst enemy. I've never dealt with a more screwed up company in regards to billing, collection and customer service in my entire life! Buyer BEWARE!

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Melody Squres
Panama City, US
Oct 29, 2009 9:14 pm EDT

I agree with you, this is by far the worst accounting department of a company that I have ever seen. When we signed up we had our payment auto debited from our checking account. They managed to not debit on time and wanted to charge us a $3.00 late fee. I talked to many representative and they all seemed confused too. I took over and paid out of my online banking account. I would have my bank send out the check on the first to be credited by the 5th and by the 20th they still had not deposited my check. They did this several times and blamed my bank, suggesting that they "held" the check and didn't mail on time. Funny how their payment was the one that was always "held" Of course they wanted to charge me $3.00 late fee and every month I had to get that waived. The best part is that I work for the bank and in no way do they "hold" online bill pay checks! I cannot wait until December when I get to cancel this account and get these jerks out of my life. They really irrated me when the late calls would come in and I'd paid the monthly bill on time. Anyway I think they're scamming folks and those $3.00 a month late fees add up when you have thousands of customers.
Very unhappy customer too.

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Brinks Home Security Cancelled Contract

DO NOT USE MONITRONICS! I tried to cancell my account three times after my two year commitment ended. I paid the remainder of my contract in full, but I am still receiving bills, and every time I call in to resolve the situation I'm placed on hold for 10-20 minutes. These guys are impossible to end a commitment with.

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IKnowAlarmSystems
Dallas, US
Dec 28, 2009 1:51 am EST

Did you send in letter? Most alarm contract go month to month after the initial term. (some renew for another year) Monitoring companies will not let service lapse without a cancellation letter in hand. If they did and stopped monitoring you and you were broken into then you would complain that you paid for years and the system didn't work. You would also sue and would win, because you would have a strong case.

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richc333
Silver Springs, US
Oct 21, 2009 2:09 pm EDT

Whoever it is that is in love with or employed by Monitronics and keeps making stupid comments about people whining and go pay your bills, etc. reflects the attitude of the entire company. This is basically how they treat and speak to customers. Are they hurting fo money so badly that they will not let people cancel and even those on month to month contracts(after being loyal customers for years). This whole company operates on fraud and deception. What a way to make a buck! Most everyone I have heard complain here are people who have decided to cancel for legitimate reasons and have already been with this company for a long time. Extortion, deliberately ruining credit and falsely charging for sevice not rendered is a demonstration of very poor business practice and should have been investigated and dealt with a long time ago by D.A. offices or the powers which regulate practice such as this. SHAME ON MONITRONICS! I am in the same boat as the rest of you. Fortunately I am filing bankruptcy and happily adding this company to those un secured creditors who will get nothing!

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4:42 pm EDT
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Brinks Home Security unbelievable endless calls

If you want out of the home security contract..FORGET IT. Monitronics is a company who will
latch on to you ( and your personal numbers you give them in confidence ) for any money they
can recieve! I cancelled service, asked for final bill amount and please stop with the harassing calls.
it is still 4 months later and they call me and my contacts up to 4 times a day. If anything, I feel less
secure now then when I ordered my alarm system. everytime the phone rings.
MY ADVICE. ANY COMPANY BESIDES MONITRONICS

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Comment9-11
, US
Aug 07, 2009 11:36 am EDT

Monitronics service and billing are the worst! The voice service response is 2-3 minutes before Monitronics inquires over the voice line. Further, the customer service will not provide any answers, any contact numbers, or any answers regarding contract questions (but will tell you it is in the contract) or provide any satisfaction UNLESS it's to buy or pay for something...Customer service tells you to do it by mail! Do business with these people at your own risk, and be protected at your own risk, your as well off getting a door alarm from Amway! You can count on them for a BILL to provide to your insurance company for your insurance discount however...

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2:16 pm EDT
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Brinks Home Security Stay FAR away from Monitronics

The following letter has been sent multiple times to Monitronics with no resolution...

Excuse the following angry tone of this letter, but I am quite frustrated. For the last year I have been dealing with your company's poor customer service. It has resulted in the repositioning of your sign in my front yard so that it's not noticeable to potential clients - and will soon lead to me putting flyers on every house in our community telling this story.

After a year of talking to too many Monitronics representatives on the phone to count... this issue is still not resolved. And it's a measly $40 charge.

It begs one to ask: What is going on?

I've decided to stop calling, since that has not worked previously. I will write it all down here instead. Please forward it to a person that can actually do something about the situation.

The story:

After a botched sales job where the representative misquoted the price of having touchscreens installed (first big disappointment in your company) we had several installation blunders as well. One was that the installer didn't know how to even install the touch screen. The other was that they didn't know how to work it or tell me how to work it. It went on and on until finally things were cleared up by another installer that knew what he was doing.

Through all of them - we were told that our dog would not set off the motion alarm - as they had been rated to 'ignore' small pets. They asked the weight of our dog and concluded it was properly rated. I figured it was the heat sensor that worked according to body size. In any case - with this reassurance (from multiple representatives of your company) - we were not concerned.

Fast forward to our dog, of course, setting off our alarm. Why was this happening? No one at Monitronics could say - but they were willing to eat up our free 'passes' and even charge us for one of the times.

We called as soon as we got the bill and were told it would be taken off, as yes, the charge was ridiculous.

To add insult to injury - we ended up with an alarm system where the motion detector was useless because a small toy-dog would set it off. Very disappointed.

Fast forward to today - the matter is STILL unresolved. This after numerous calls and WASTED hours explaining the same thing again and again. (which is why I'm not calling anymore.)

The last person I talked to was a very nice and seemingly competent supervisor named Sean (ID 8565)

He was VERY clear about doing the following (I made him repeat it - that's how I know how clear he was):

* $21 late fees removed
* Original $39 fee removed
* Original 'free' guard visits removed from record
* NonBillable service call to be set up to see why the alarm was sounding

Sure enough - we had installers come. A good sign! Finally Monitronics was doing what they said they would. They said, "Oh yeah, it might be that the dog sits on the couch and triggers the alarm." To which we said, "Obviously dogs like to get on couches if they're small - that's where they sit." So it was a non-isssue. They should have told us this from the beginning. We would have never set the motion detector. Very simple.

All was good.

Except... the next month I get a BILL AGAIN. $41?

What is going on? I figured maybe it would take a while for the system to clear it - but no. We still keep getting the same bogus bill.

This needs to be handled asap - and it needs to be handled without further hassle to us. I think that $41 is pretty darn trivial when compared to the warnings we will give to future potential customers (via blogging, word of mouth and flyers if that's what it takes) concerning the complete failure of your ability to handle a simple customer service situation.

So - Thank you in advance for fixing these ridiculous errors on my account asap.

Sincerely yours,

xxx

It's been nearly 2 years since we first signed our contract with Monitronics - and this is still unresolved. Since this letter, there were several more calls that promised to fixed this issue, but in the end never did. At this point, we are waiting for our contract with them to expire.

Save yourself the unnecessary stress... Do not use this company.

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Fernagu
, US
Sep 10, 2010 11:31 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I also agree, Monitronics is only a monitoring alarm company. They do not sell nor install alarm systems.

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Super Tech
DC, US
Jul 20, 2010 10:48 am EDT

I have worked in the security industry for 6 years now and though i dont work for Monitronics i have to tell you that they are a very responsible and reputable company when you compare them to the ones currently in the market... it is unfortunate that you had a bad experience with your broker whether it was direct or indirect... If i understand correctly you're still under agreement as you said its being 2 years since you signed it and most AMA's last 3 years unless you have a 5 year AMA so you should expect the $41 statement to still be mailed to you unless you are on default which in that case you may be sent to collections... Anyhow you may not like the way this sounds but you signed up for it you might aswell just get them to give you an 80 lbs motion detector or move the motion (pir) you currently have in the premises to a different location so that way you can enjoy your system and have the peace of mind that you and your family if you live with any family members are being protected, and also fullfilling your obligations as the customer... as far as the charges im sure there is always a way to get a reasonable credit on the account for the time you didnt use it... SO! what im trying to say is that there are many things you can do as a customer to get your problem resolved, and i think that sometimes companies cant always control what their employees do and what not... a lot of the blame in your case goes to the tech side for leaving the premises without making sure that everything was cleared and that you didnt have any questions, but that didnt happen and that is why you have this feedback letter posted... My last thing to say to you is give yourself a break and give them a break too people aren't perfect and thats just the way life is sometimes we have to go through crapy stuff so that we can be better or understand things better... I hope this helps! I'll check it again in a week to see if you have any comments! Have a Blessed life !

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angle1429
Dallas, US
Jan 03, 2010 11:18 am EST

Motions are a funny thing. Would you be ### had it been set off by a person in your home trying to steel everything. Don't think so. granted you should have been told from the start the dog may set it off but I also would have figured it out after that alarm went off the first time.

to Richc333 Last I checked Monitronics had been in business for 15 years so I don't see how thats possible if they extort and falsely charging for services not rendered to their customers. Or I guess it was just you. the company must have a personal vendetta agents you. So far in mu business with Monitronics there has never been a single action taken that wasn't already explicitly written out in my contract and if everyone that was so fast to complain would have actually taken a look at it before it was installed probably 90 percent of the complaints about the company wouldn't exist because you either would have known what was going to happen such as late charges, or wouldn't have gotten it installed.

And I'm really sick of seeing people complain about not being able to get out of their contract. What exactly do you think a contract is?

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IKnowAlarmSystems
Dallas, US
Dec 28, 2009 1:36 am EST

As for your initial problems I think you are confusing Monitronics with your installing dealer. Monitronics does not install alarm systems only monitors them. So the genesis the tech not knowing how to install a touch screen keypad or properly mount motion detector is from the company that originally installed your system You should make sure that companies name is mentioned here as well. And FYI it might not have been your dog setting it off. Placement and adjustment of motions is a skill not all tech seem to have. And they should have had a grace period of the motion not reporting signals till all the kinks were worked out.

So was the 41$ on the bill for the guard response? about the installing company that stared all this? Have you brought them into the fray? What (To people not from Las Vegas, the police do not respond to alarms in Sin City - a private guard has to be sent.)

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richc333
Silver Springs, US
Oct 21, 2009 2:08 pm EDT

Whoever it is that is in love with or employed by Monitronics and keeps making stupid comments about people whining and go pay your bills, etc. reflects the attitude of the entire company. This is basically how they treat and speak to customers. Are they hurting fo money so badly that they will not let people cancel and even those on month to month contracts(after being loyal customers for years). This whole company operates on fraud and deception. What a way to make a buck! Most everyone I have heard complain here are people who have decided to cancel for legitimate reasons and have already been with this company for a long time. Extortion, deliberately ruining credit and falsely charging for sevice not rendered is a demonstration of very poor business practice and should have been investigated and dealt with a long time ago by D.A. offices or the powers which regulate practice such as this. SHAME ON MONITRONICS! I am in the same boat as the rest of you. Fortunately I am filing bankruptcy and happily adding this company to those un secured creditors who will get nothing!

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