Brinks Home Security
Reviews and Complaints

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I was planning to add outdoor security cameras to my existing Monitronics security system. They want to charge $710 for two cameras. Outrageous! Decided I might go with another company. I should have four months left on my 3 year contract. Monitronics claims I have ten months left. Monitronics customer service is horrible. Told them I was thinking about leaving and they don't care. I would never consider doing business with this company again!