Brinks Home Security
Reviews and Complaints

Monitoring 3/19/2024

Do not use this company. I had monitoring services with Monitronics for many years. I moved August 2023 and called and did everthing I was supposed to do to cancel the service. They said everything was taken care of. I have had to block their # because they have called me 4-5 times daily for 7 months, over 500 times, a bit ridiculous. l have continued to receive monthly bills saying I owed them money for a service that has been terminated since July 2023. I have called to try to rectify this with absolutely no help. The person on their end did not say anything about having to cancel in writing, only that they wouldn't be trying to get in touch with me unless there was a balance on the account, which they was none 7 months ago.. I refused to pay and they are ruining my credit rating in the meantime. I even get calls from them wanting to get setup in my new home. They have a better chance of seeing the Pope naked then that ever happening.

Our home security system shorted out. I called to schedule a tech for repairs. The only appt they had was a month out. I scheduled the appt, a day before the tech was to arrive, Brinks called to inform me the tech had quit so I had to reschedule. When I asked to speak to a manager the rep would never connect me to one. This has kept up for 4 months now. Repairs were scheduled on 2/15/22; 3/16/22; 4/15/22 and the next appt is scheduled for 5/12/22. Brinks has taken my auto payment for the months our system has been out of service and will not reimburse me for the months I have had no service. No one in the company will give you an answer or is held accountable. I believe the may be out of service, charging customer and not proving any service at all!

Below list the conversations and actions of my dilemma with Brink’s Home Security System.

1st spoke with Rebecca - Customer Service Brinks on 21 Dec 2021 called for service stated $620 & 3 months free

23 Dec 21 I called back with gentleman and ordered service & paid in full with Wells Fargo Account

I received a phone call concerning appointment for installation – set appointment (appt) date to 31Dec 21 11 am – 4:00pm

I received one box from FedEx. I never opened the box; I left the box alone until installation.

On 31 Dec 21 No one arrived – I called Brinks they stated they did not set appt, no record of appt & I had to request another appt. We set the appt for 6 Jan 22 12:30-5:00pm.

6 Jan 22 I received a call from Brinks stating due to snow weather they cancelled & reschedule to 18 Jan 22 9:00-12am

18 Jan 22 I received a phone call from POC Ty at [protected] at 8:15 stating rescheduling. I inquired why because the appt was at 9:00-12am; informed technician arrived 8am and he was not able to return at the appt time because he deleted my invoice call from his list so I would have to reschedule again. I told her to cancel service and refund my money. She stated I will receive an email & label soon. I cancelled the service.

19 Jan 22 I called to request/receive email and cancel label from Baya. I setup for pickup from FedEx

20 Jan 22 FedEx picked up the box from me & signed verification

24 Jan 22 Automatic payment $49.78 removed from my WF account

31 Jan 22 I called at 11:03 brinks customer service-POC Molesalu after explaining my situation he transferred me to Cancellation department - team member (no name hung up on me) I called right back again – after 1 hour waiting I spoke with Shannon put me on hold & did not return forwarded to Tianna – she inform wait to receive box before funds are returned – she checked to see if and verified that the box was received & will return funds & close account.

28 Feb 22 I called Customer Service for status and was informed on hold due to missing parts – I informed them that the box was never opened. She stated to wait for supervisor to review again.

2 Mar 22 I called Steion (Customer Service) informed they will use $720.80 credit to their brinks account for 1 yr. I informed him that I did not need credit but a refund I no longer required their services. Informed him that the account was cancelled and box was returned and want my refund. I was transferred to Joshua (Customer Loyalty Department) forward-given #[protected] parts department/loyalty [protected]. Told them initial I was with Brink however, they closed my account and sent me to ADT. I am still with ADT since Brinks transferred me. Again I informed them the box was never opened. He informed they had incorrect clerical coding-order shipped missing acct# to work order doesn't show that the other boxes were mailed to me. He coordinated with his supervisor - wait 48hrs to verify in my bank account or check.

7 Mar 22 I called again they stated credit; I again stated I wanted a refund to Tywana (Customer Loyalty Department). She stated put in another request 7-10 days business for a response. She stated I should receive the refund.

16 Mar 22 Still no refund of $720.80 in my Wells Fargo account. Holding online for hours to get assistance, each time I talked with someone I never knew whether my passwords was going to change from word to numbers, not getting a manager/supervisor to talk to I am stressed out because of the unprofessional services and constantly lied too. I already have a heart failure condition which this situation is negatively contributing too. Today I will write William E. Niles (CEO of Brinks), Dinesh Kalwani (Chief People Officer of Brinks), 7 on your Side, Better Business Bureau, Mayor Bowser of Washington DC, Consumer Affair and anyone who can assist me in this matter.

I had monitoring services with Monitronics for many years. I moved and called and cancelled the service. They said everything was taken care of. I left mail forwarding with the post office and never heard anything more from them. Four years later I a collections letter saying I owed them money for the rest of the contract because I didn't cancel in writing. The person on their end did not say anything about having to cancel in writing. I refused to pay and they are ruining my credit rating.

June 2017 our neighbors were told they saw two men in their carport at 2:30 AM. Being an elderly couple, they had a security system installed for their safety - Monitronics. I moved to PR Apr. 2017 to care for my mother who became blind and was living alone. When I heard about the incident, I said to myself if it comes down to living in fear and being a prisoner in our own place of residence, I would move back to the states. At least there, we have police patrolling neighborhoods and people around us unlike living in the tropical rainforest of Utuado, which is desolate and we live in a dead end in the hills and police do not patrol there. They only appear after an incident occurs. A few days after the incident a Monitronics salesman appeared at our door, and a very good one at that -- he did a GOOD JOB of scaring us into getting the system installed. Primary purpose was due to the fact that we are two women living alone with no contingency plan should something happen to us. Everything was fine and it was worth the investment for my piece of mind.

However, come Sept. 20, 2017 Hurrican Maria hit the island of Puerto Rico. We have since been displaced to the USA on Oct. 4, and I have been dealing with this company since then to cancel the contract due to extenuating cirmstances beyond our control. The first call I made, the rep on the phone kept me on the phone for about an hour trying to talk me into transferring the service to where I am living in the states. I was living with friends and they already have a system, but regardless he was hell bent on keeping me from canceling . I tried to be as civil as possible, but I finally asked him to escalate the call to someone who could cancel and be done with it. He finally said he would email me the form that I needed to submit, and where I needed to email it back to. I did what I was advised to do. I thought everything was taken care of then I started getting automated VM / text from Monitronics advising me of overdue payments. I had paid my last bill in Sept and was not going to pay for service when we did not have electricity nor service from them. I called several weeks ago to find out what is going on with cancellation cause of these incessant calls / texts / emails re: $. I was then told I need to call Electric power in PR to get proof that we had no power...seriously? Everyone on the island knows every call that you make to a gov't agency or office is all automated and no one ever calls back. So I sent them a copy of my online invoice reflecting my last payment to electric power in Sept and no more bills as we did not have power. I emailed to them as instructed, so I thought that was it, What was I thinking? the emails / texts/ calls continued. I called their telno. [protected] to speak with a supervisor so they can finally do what they said they would, but all I got was a smart-[censor] snot nosed employee telling me that we are still under contract and they will continue to charge until we pay for the remainder of our contract for 1.5 years.

This is under my 87 y.o. mother's name and she is not concerned about having her credit history ruined at this juncture of her life; however, it is causing her angst as she is constantly worrying about this situation not being brought to closure. How money hungry is this company that they are not willing to exercise good business practice that would take care of our situation and they have no regard of the hardships we have gone through due to a natural disaster. This is not a situation we have caused and all they are concerned about is charging a 87 y.o. who has been displaced and will not be returning to her homeland. Once they lock you into an agreement, you are locked in until you die. They will have to write this one off eventually especially when my mother is no longer on this earth. I will never ever do business with them and will make it a point to share my experience with everyone I know and use social media to spread my story.
Greed is the root of all evil.

I have all the emails they sent with the documents they sent us for esignature and their email confirmation and they are totally ignoring what they claim they would do. If they continue with this. we will seek punitive damages for harrassment. Do they have no compassion for an 87 y.o. and all she has gone through since Maria?

Hope this reaches authorities that will make this right.

I have asked for assistance and would like to discontinue my service. The rate has increased with no warning and it is not protecting my home at all. I will stop my automatic bank drafts if you don't stop it yourself! I am totally dissatisfied!

Nothing about the system works, I cannot key in my code, nor can I open the door with the remote. The only way I can open the door is with the key. I am expecting a resolution to this issue before another month is withdrawn from my account.

My name is Willie Lanier
Address: 124 Meadowbrook Drive
Greenwood, SC 29649

Question…..I am curious if anyone else had issues with Monitronics security? When your security system would beep and everything or had it go off and nobody reported or was called? My home got broke into twice with the security system but they just said it was the land line or phone line issues? Has anyone else had these issues and told the same thing. I even had my phone line changed paying a technician from my phone company so that my alarm would work. Then I am told it did not work because my phone line was changed.
I called to cancel or take care of the problem and I would have a great and cheaper deal offered but no resolution on what happened. I was paying $44 a month for a device that beeped when my door opened and closed. I have 2 police reports of the 3 break in times. Our house was broke into Memorial weekend of 2016, over that summer, and again in October of 2016. My husband and I had both of our deceased mothers jewelry stolen that we were going to leave our kids, hundreds of DVD's, my guitars, Dewalt Tools, space heaters, and even food from our pantry and freezers. Did anyone have these issues with monitronics? Did anyone else get broke into but the fault was the phone line instead of the alarm? How did you resolve your issues? Did you have a lawyer looking into it?
I am just wondering the best way to take care of this? I did just agree to request the Doc-U-Sign papers sent to me so I can have it cancelled for a second time. I did this in the spring and I ended up having some major emergency surgeries in April and complications that have resulted in more surgeries to where I am just now getting a cancel to take care of my inconveniences. I have been charged the whole time even when I wanted it cancelled as soon as contract was up. Even when I had no money in my account that resulted in more fees. Has anyone else had such a hard time with such a promising company?

Home at 6065 S. Jefferson st. Burlington, Ky 41005

I called 6 to 8 Mo. ago at this time they refused to stop service, because of Contract was not exspired.
But my alarm Battires were bad for over a year, so the alarm was none working. They did send a new battires, except no direction to install.

So in about 10/13/17 I called and several times to be disconnect, the man I was talking to just keep refusing to disconnect!
I finaly just told him to Disconnect the service, and hung up.

Please refund my charges Thank You Gayle Ensminger

We have had nothing but grief from this system. While I was out of town my mothers system started alarming. She will be 96 next month, is very hard of hearing. She called the number and told them to turn it off and to discontinue her service. She was so upset she took the control panel from the wall and put it in a drawer. I would like to have this system removed and her billing to stop. Please contact me at [protected]@windstream.net. If you have any questions you can reach me at [protected]. My mothers name is Leola Brewer 1202 W. Ash Carlsbad, NM 88220

Sept 27, 2017 my house was burglarized while away. 9/28/17 I called requesting 2 security cameras, 2 additional sensors installed. To this date my equipment is not completely installed. Still missing a camera and last night my new panic button died. I turned my alarm and it said "silent alarm". Called you right away. I've had this system in 2 houses for 10-12 years, never late. Customer service is terrible. They put me on hold for hours at a time. Sent John from CNY here, rude, in 4 hrs all he did was put up 2 sensors. He had me call mono and when he was tired of waiting he ripped MY phone out of my hand! Keith from CNY came out and did what he could as one of the cameras was faulty. I would like someone with authority contact me ASAP. Over a month is way too long to wait for equipment I need to feel safe. Not enough space to write everything. You may contact me, Carol Harris, at [protected] asap.

I have called 4 times to cancel my services and they have said they i will receive an email within 24-48 hours to cancel after following the link on the email. I have not yet received an email after 4 attempts meanwhile I am still getting charged $58 a month for services at a home that I don't even live at! This is very frustrating and if it is not resolved very soon I will be contacting the better business bureau and filing a complaint.

I called to cancel my service in May 2017 because the house had sold. I continued to receive monitoring bills for a service that was no longer active and a house I did not own. In July I called back to inquire why I was continuing to be billed for a service I had canceled. I was told Moni sent me a document to sign, that I do not recall receiving and a search of my email including spam and trash did not turn up. They resent me this document which I signed and returned. Moni continued to be bill into August even after I had signed their required document. Now in September I have been turned over to a collection agency to pay a bill for a service that I had canceled and for a house that I no longer owned.

I don't think I have ever dealt with any company like Monitronics or now Moni. They're the most aggressive ignorant people ever don't do business with this company ! Everything was fine until I went to try to cancel service June 29th here it is mid-September and I'm still fooling with the billing. They send emails I respond then they send more acting like I never responded. The last person told me I was going to get a $63 credit now today when I talk to them now there is no record that I ever ever called. And my stupidity didn't write down the name. All they tried to do was talk to me about the new company that I have for my security system how they could have done a better deal and I said I would never do business with you ever again ! I should be able to call you and say cancel my service and then you stop the building immediately and that's not what happens. They keep taking payments off of my credit card plus I sent in a check for $83 and now I'm not getting a credit I've never seen anything like it! would never do business with this company again.

Since july 12/17 I am trying to cancel my contract because Iam selling the property. I lollow the instructions in the contract and send the documents to the address provided. Week later I received the documents back because the address. Since i didnot have any way to comunicate i decided to make and stop payment in the bank, thI receive a past due charge. I send priority mail with the documents i had send to you and return back to the address in the billing notification.The time pass and now I receive a second notification. I try to call to 800.447.9239, ask to explain in spanish. no results, the machine was programet and could, nt understand my enghish aldo i don, t thin k is that bad. Fainally i decided to write this complain and i hope this is the end of the story. I want to cancel my contract so i can sell my property at the date i recuest, I am not paying late charges and your equipment can be pick anytime. Customer number [protected] Carmen Nieves Padilla.august 28/17

I have been with Monitronics for 14-15 years...
I have had trouble with the automated payment for that
long.. I give my payments over the telephone, using an
electronic check. The system is set up to where the person
giving the payment has to have acct. Information memorized.
It does not give adequate time to input information.
I have made it a point to give a payment to cover the cost for
5-6 months at a time, to avoid getting frustrated every month.
Another issue is with the signs to be posted outside...
My husband requested a new one because the old one broke.
I noticed the new pastel colors were so light and barely noticeable!
I mentioned it to my husband, but we still posted them.
One month later I had an attempted break in... My patio furniture
was stolen an my front door was tampered with...
I called the police to make a report and they joked about the
signs to deter crooks from breaking in...
Bold colors make a stronger statement, it looks like
I'm advertising Easter eggs for sale!
Come on people at Monitronics stop slacking off and don't lose
track of the customer goals!

I did a verbal agreement with Mon for security in my home in Portland Or. I started it in April 5 the of 2017. We decided to move and they said they would transfer service to our new home in Redmond Or. We moved here in May 15th and they have not installed the system. They set up appointment and than cancelled for some reason, because no one was able to travel from Salem to Redmond, to install it. So I decided to cancelled the service and they said I would have to pay 1200.00 to cancelled. The money they talk about is for equipment which I do not have. I feel safe over here and I think its pretty low of them to say I should pay for something I do not have! They cancelled three times and I still have not got the service!

My home alarm system started beeping at regular intervals today and I couldn't get it to stop. I called the phone number given to me by Monitronics: [protected]. I received a telephone message that the phone number was not in service, and a replacement number was not given.

For a few years Monitronics has been drawing $44.49 from my bank account, including this month. The bank can give me no contact information and the bank statement does not include a contact number at the withdrawal.

I want (and am entitled to) getting my money back for as long as I had no contact information on Monitronics. Also, I note from reviewing the website that AAA members, of which I am one, receive this service for $19.99 instead of $44.49. No one ever told me about this discount.

Someone at Monitronics needs to contact me and straighten this mess out.

Charles Corry

Monotonics is a security monitoring service who's business practices are at best scamming and shameful, and I cannot believe our courts or representatives continue to let them operate or conduct themselves as they do. MONI, formerly Monotonics will buy costumers like yours and my contacts from other security installation companies such as ADT, Devcon, Vivint at full price of the original contract regardless of how long you or I have left on that contract. When they have done so the contract is then under new contract terms, and limitations and terms of previous contract are no longer negotiable nor will MONI abide by the previous termsof said contract. I have had it with this company and have been trying to get out of my contract with this company for years. I have now been paying for service not wanted or needed for 7yrs now. Several... no many attempts to disconnect services have been met with rude, unbearable, relentless phone calls from MONI costumer service representatives. With no other option to discontinue service with this scamming relentless somewhat ridiculous business I decided to take a hit on my credit and just stop payment. Well, then the phone calls start.. 2 or 3 times daily wanting payment. Day after day. Transfer after transfer with billing with no luck. Now today I receive a letter from a collections attorney with threats of sueing me! Sueing me? Yes taking me to court for $371.17 to resolve my account which I have been trying to resolve for years and with no other choice stopped payment. This I find hilarious and ridiculous since I am the one who should be sueing. Sueing for bad and shameful practices. NOT TO MENTION buying my contract third party without my Knowledge, Need, or Desire. I have no desire for kids running my families safety. If you ask me, MONI monitoring service is nothing more than a call service center monitoring the security of hardworking families homes, and have nothing better to do with their time at work but to call and harass their disatisfied and fed-up costumers.

Disatisfied,
American Citizen

I cannot believe that Nationwide/Monitronic's advertises that it's the best security system around. When I signed up for their service in May 2012, I was initially told that I could sign up with either a cell phone number or land line. Since I had both, I chose the land line. About 2 years into what I didn't realize was a 5 year contractual obligation, I had the landline disconnected. When I went to notify the company of a change in number, I was informed the security system didn't work with the cell phone. I requested to cancel the policy. It was at this time I was informed about the 5 year contract, and the only way out of it was to pay the $1751.76 still owed on the contract. Trying to contact someone in charge to explain I had been dx with breast cancer, expenses were tight, and to ask whether an exception could be made to either reduce the amount owed or to just be able to get out of the contract itself was completely fruitless. What I experienced from Monitronics was zero understanding, compassion, or "customer service". I have paid this company $48.66 for security service that has been non-functual for the past 1 1/2 years. In December 2015 I had my second surgery for breast cancer. 4 days from discharge, I had an electrical fire starting out on the back deck and swiftly moving into the attic and roof. At no time did the alarm system go off. Not from the smoke, fire, or exploding windows. Today, I called and requested to cancel my service with them as I had fulfilled my 5 year contractual agreement. After multiple attempts from the "sales manager" offering to "upgrade" my system, use a cell number instead of a land line and get a reduced rate 24/7/365 for continuing service for another 36 months, I had to ask what I wasn't being clear about. When I asked to speak with a supervisor, I was told he was the manager. I repeatedly said I was not interested in any upgrades, I did not want to use a cell number, I didn't care about their 24/7 coverage, and I had no desire to continue any affiliation with this company; I wanted this service CANCELLED! I was then informed that within 72 hours I would receive an email giving me explicit instructions on how to go about cancelling my service. This would take 30 days and I would be charged any extra fee's and monies owed before the cancellation would take effect. REALLY? I have contacted my bank, stopped the auto pay, ( which I'm being charged $35.00 to do ) written to the BBB and the states Attorney General, and will be taking further legal action if needed.
I would never, under any circumstances recommend this company.

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!