Review Time
I'm very dissatisfied with the service provided. It's been over two months, and I'm not even a customer. I've always paid on time, yet I received a bill stating I owe for an additional month because I was supposed to provide a 30-day cancellation notice. Who can give a 30-day notice if they lose their job? If I cancel on a specific date, I should only be responsible for payment up to that date. Why does the company require a 30-day notice? It feels like another way to extract money from hardworking individuals. The service is unacceptable, and the representative I spoke with was rude and unhelpful. As long as you keep paying, you're treated well, but once you cancel, everything changes. I will never recommend this service to anyone. It's hard to understand how they continue to operate this way. Truly unacceptable and subpar service.
Hidden fees on hidden fees. I was taking over an existing system, Brinks came in and took out my existing panels without my knowledge and replaced them. Then when I canceled they demanded the new panel back despite taking my old one. Customer service is even worse, often giving me the wrong information. Lesson learned. Edit: To add insult to injury I was charged for a month after canceling within the "3 day trail period" Please think twice about using this company!
I canceled my service with a company representative on the phone on August 13th, 2025. I was billed to my credit card for September and October 2025. When I called to dispute the charges the Customer rep told me they have a phone record of the conversation but the service wasn’t cancelled because I didn’t return the email. I told her I never received the email. She said she had record of the call but because I never returned the email I’m still charged. No return. I explained that my system was never upgraded to 5G and my ten year system wasn’t even being monitored. She said yes it wasn’t monitored since June 2023 but because I didn’t let them know it’s my fault. I’ll take that as my mistake but I only wanted a refund for the two months after I canceled. She said it is not possible to refund my payment. I didn’t have an original contract with Brinks but with a company they purchased many years ago. I asked her why do you need me to sign an email. They don’t even have a copy of my original contract. She was able to cancel my service on the phone. It is acceptable to do it over the phone. They email is another way to continue to charge you after cancellation. I can only imagine how much the company makes every year by having this policy. If it’s possible to cancel service by phone why would they make it difficult to cancel by email. Especially since I’ve had the service for over ten years. I was no longer under contract as my system was paid for by the other company. I never upgraded and never had a contract with Brinks. She said there’s nothing she could do even though she verified they didn’t have a contract with me but it was an implied contract by me not canceling the service long ago. I was told it’s the customer’s responsibility to monitor that the system every 30 days. If it’s not working or monitored by Brinks it’s not their responsibility to contact the customer. I was told if the property was a vacation home and was only used for 6 months and empty for the other 6 months it’s the customer’s responsibility to verify the system is working. If it goes down it’s not there responsibility to notify the customer. I don’t think most people read this in the contract. If the system goes down and your property is burglarized they take no responsibility and just let the insurance company know you had service but it wasn’t working.
We called to reactivate an existing system in our home. We were told that the existed system was installed in 2022, and that it was still operational. We requested and paid for 1 monitored smoke detector, and scheduled a technician to come install that. This was paid for before scheduling the service.Fast forward 3 days, and a technician came to install the smoke detector. My spouse was home to meet him. The technician stated that the components and panel were no longer working in network with Brinks. He then installed 4 new door/window sensors, 1 motion detector, and a new control panel. He did not however install the requested smoke detector. I received an alert email from out bank that we had been charged $383 by Brinks Home. I called the direct line given to me by Sam, the sales representative. He never answered, and has yet to call back (1.5 hours have now passed). When I called customer service, I was told that we authorized this equipment to be installed-which we never did, and had the contract to prove it. When I stated I would like to cancel our service and have equipment removed, I was redirected to customer loyalty. I was told that were not able to cancel our service, as it was beyond the 3 day probational period. However, I signed the contract Oct. 3 at 19:19 CST, and was attempting to cancel Oct. 6 at 15:17 CST. And the website (search below) states that you have 30 days to cancel without penalty. I can not remember the last time I was less impressed/ more enraged by a service.With all this said, the final customer service representative, Shamaya, was very professional and helped me cancel service. She was a beacon of light in an abysmal experience.Please search for the following for Brinks' cancellation policy: "Brinks Home Account Cancellation". Unable to post websites in review
Scammed and locked in for 3 years. Upfront I told them I have Vivint, and hoping to access my built in cameras(not vivint or brinks) only secured their own agenda. Did not use even a day. Not the best customer service, only wants your money.
On 09/22/2025, my Brinks Home doorbell camera stopped working after a power outage. I reached out to Brinks Home chat support. Despite explaining the issue clearly, the agent gave me repeated troubleshooting steps that didn’t apply. I ended up fixing the problem myself and closed the chat.About 10 minutes later, the same agent removed my doorbell camera from my account profile without my consent. This caused additional disruption to my service and raised serious concerns about account security and staff misuse of customer access.When I contacted support again, I had to have the device re-added, and they refused to provide the prior agent’s badge/ID for accountability. To date, Brinks has offered no explanation or corrective action.For a company in the home security business, unauthorized account modifications by staff are unacceptable. Brinks needs to ensure its employees cannot retaliate against customers or tamper with devices without consent.
“Disabled Veteran Warns Against Brinks Home Security”As a disabled veteran, I never expected a home security company to injure me, damage my credit, and then blame me for their mistakes — but that’s exactly what happened with Brinks.Their equipment physically injured me.Their “repair” made the problem worse.They refused to fix it unless I signed a new contract.When I canceled, they kept billing me and later reported me as delinquent.They even falsified my termination paperwork, making it look like I canceled months later than I actually did.Brinks’ practices are deceptive and predatory. I’ve moved on to SSD Alarm, who treat customers with respect.👉 Save yourself the stress, money, and damage to your credit: Do NOT choose Brinks Home Security.
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