Brinks Home Security
Reviews and Complaints

After 8 years as a loyal customer, I had a "communications error" on my system. They wanted to charge me to upgrade to a cell unit and a new panel. They blame it on Broighthouse, but that was the phone line I always had. This is beside that fact that they didn't tell me my alarm was not functioning. It's a RIPOFF ! I called my original installer and he walked me thru changing codes. IT works fine now, NO THANKS to Monotronics. THIS COMPANY IS A NOT FRIENDLY OR LOYAL AT ALL. Find another company.

This company uses extremely aggressive sales tactics and misleads and deceives consumers into entering into five-year contracts that the company refuses to cancel. Company representatives knock on consumers' doors, offer to install security systems for free, and then charge a $60 monthly fee for five years.

This is a classic violation of the federal Unfair, Deceptive or Abusive Acts or Practices Act. This law is enforced by the federal Consumer Financial Protection Bureau and Federal Trade Commission. If you are another consumer who has been taken advantage by Monitronics, I recommend filing a complaint with both agencies. The CFPB particularly uses the complaints it receives to determine when to initiate enforcement proceedings, which can result in enforcement orders and civil money penalties (I.e., fines) for the company involved. Their website is: consumerfinance.gov.

The company's collection agency also commits violations of the federal Fair Debt Collection Practices Act. Our credit card number changed when our card was reissued after the Home Depot breach and so the automatic payments we had been making did not go through. We called the collection agency that had been harassing us and my husband asked to cancel the contract. The agent said they would cancel if we paid our two past due payments. My husband paid the two payments over the phone and then they refused to let us cancel. This is another law that is enforced by the CFPB, so if you have experienced a similar situation, go file a complaint on consumerfinance.gov like we did.

I felt taken advantage by this company. I was pregnant and exhausted and the sales person advised I could extract myself out of this contract for a nominal fee should we install this security system. It is my fault for not reading the fine print. Turns out we were contractually obligated to pay the monthly fee or pay the lump sum of the 5 yrs upfront regardless if we kept the service or not. After stuck in a 5 year contract, I called to finally cancel the system. Now they stated that they will have to bill me one more cycle... I called to cancel the day after my last bill. They have done everything to squeeze every penny from the consumer and further more their equipment is faulty- it set off on its own, random beeping that would wake us at night- finally we had to disconnect it. Disappointed, as one that had ADP for years to compare, this service is not worth the headache. I am glad to be free of these thieves.

I cancelled my account in July 2013 after five years of service. I submitted the cancellation request in writing per the contract. I called in August to verify and was told they had received and processed the cancellation, and they also refunded my bank account for my payment in August that was deducted erroneously. September 10, 2013 I received a phone call from Monitronics informing me that my system had a low battery signal (power outage). When I called them to inquire why they were still monitoring my system, the customer service rep (Eli) said my account was active and although they did have a cancellation request in my file, it would not be processed until October 2013 and I was responsible for a September payment. When I informed him I had already talked with another rep last month who verified the cancellation had already been processed and even refunded the August payment, his response was, "well, if we deduct a payment in September just call us back and MAYBE we will refund your payment." I have since went to my back and they have processed a stop payment on my account so Monitronics can not make any further withdrawals. From the reviews on this site as well as a few others, it seems it takes an act of God to get these people out of your life. I have also read some of the snarky responses to other complaints. I read my contract, I completed my contract, and I cancelled per the contract. I held up my end of the contract so it's time for Monitronics to step up and do the same.

I signed up for this service in 2011 for three years. They didn't explain to me that if I ever sale my house I still will be obligated to pay until contract is over. When I sold my house and called asking for canceling service hoping to pay cancellation fees, they told me they will charge me the full amount for all three entire years, like they will holding you as a HOSTAGE and secure you only ### you got after all! Don't go for this, otherwise you are stuck there until your nightmare with them is over. They told me even if you serve your country oversees they still will BILL you because all they want is YOUR MONEY not the service, and they will get it one way or another regardless you dead or alive.

Not even a customer of Monotronics and I receive CONSTANT texts from this company about different alarms around someones house not working properly. Have contacted them several times over the past 7 months even giving them the User name of their actual customer as he signed in before and I received a text letting me know his mlog in was SUCCESSFUL! I find it hard to believe this company can consider themselves an actual secutiy company when I, a total stranger, am receiving personal information about their paying customer! Pathetic!

I suggest anyone trying to cancel Monitronics; send a certified letter of intent with signature. Then either cancel your bank account and or credit card on the termination date exactly. These people are something else. Followed my contractual terms to the letter and now they are trying to bully me. NO No No...I won't be strong armed. I read my contract at the time before signing and have followed all there rules per say contractually and it doesn't matter with this company. Run People from this company!

I signed a 39 month contract for security services with Pinnacle Security on August 9, 2008. That contract was fulfilled in full on schedule, despite changing hands to various other companies more than once. Monitronics was the last company holding the contract. Not being happy at the high monthly fee we were being charged, my husband called Monitronics and asked for a lower rate. They did give us a slightly lower rate, but not one we were particularly happy with. We continued to pay them, but when we had an opportunity to do business with a different company, my husband called Monitronics on 5/15/2012 to cancel their service. They insisted we were under a contract and told us we had to pay them $348.98. I HAVE NEVER SIGNED A SECOND CONTRACT AND HAVE NEVER RECEIVED ANY NOTIFICATION OF A CONTRACT EXTENSION AGREEMENT IN THE MAIL. When the original contract was signed, I was led to believe that once my initial obligation was over we would be free to drop their service if we so chose. They have proven to be scam artists and have stolen my money and I want it back! I was aghast to see how many similar complaints have been made about this company's practices.

Two sales people from Monitronics came by my home about two years ago and convinced my husband to let them install a free alarm system into our home. They said everything would be free except for a small monthly fee. My husband was very ill at the time and he agreed to let them install it just to get rid of them. About a year later our home underwent major renovations by the VA to make it handicap accessible to accommodate my husbands medical needs. At the time of the renovations the contractor disconnected and removed all of the alarm equipment. I continued to pay the monthly fee, even though it had been removed and never replaced, for approximately 9 more months. In January of 2011 my husband passed away due to chemicals he was exposed to in the Marine Corps during the Viet Nam war. I called Monitronics and informed them that my husband had passed away and I could send them a copy of the death certificate. But, they informed me that wasn't necessary. I was told that just because he had died and the equipment was disconnected and removed I would still have to continue to pay them until 2014. They have been calling my home now everyday, 5 an 6 times a day and sending me threatening notices in the mail for the past several months. I finally had my home phone disconnected, but somehow they obtained my cell number and have been harassing me on my cell everyday. I have explained the situation several times to them and told them that Tom passed away over a year ago. It is going on 2 years since the alarm system was disconnected and removed. I am a widow of 42 years of marriage with a physically challenged teenage son without a father. I have to deal with major situations daily and I don't need the additional added stress of having this unwanted harassment ----- can you help me with this matter?

On Nov 20, 2011 at 10:53 I received a call from Monitronics stating that there was a Burglary Alarm going off at my business, Mermaid Dive Center. They told me and my husband that the Polk County Sheriff’s Department was on site and had the store secured. The police officer stated that the alarm was not on when he arrived and that someone had called to report that the front door was gone, broke to pieces. When the officer entered the building the alarm went off. We contacted our Insurance Company and they told us that we should contact Monitronics about our losses.

We requested an alarm report which verified the above details. I have contacted Monitronics at least 10 different times about reimbursement for our losses and they state that they are not Liable because they did not receive a signal from the alarm monitoring system at the time of the alleged incident. They even mentioned that the police might be in on the theft. The stolen items were the first things that could be grabbed and not those that would have been more expensive, we could have had a lot more valuable items stolen. The only people that have keys or the alarm code for our business is my husband and I. They said that because there was nobody in the building to verify that the code didn't go off that they were not liable. I told them if someone would have been in the building there wouldn't have been a theft. I have gone up the chain of command at Monitronics and now I'm told that there is nobody else to speak to. I also asked them to explain item 6 of our contract with them and they have yet to do so. In that paragraph it states “ Customer understands and agrees that if Company or its contractor should be found liable for loss or damage due to Company's or its contractor's negligence, failure to perform any of the obligations herein, or failure of the monitoring service or the equipment in any respect whatsoever, company's and its contractor's liability shall be limited to the sum of one thousand dollars ($1, 000) and this liability shall be company or its contractor's sole and exclusive liability.”

My understanding of the contract is that they are liable up to 1, 000.00 if their system does not perform properly. The total of the stolen items is $538.85. There system failed to work and we are attempting to resolve this issue without going to court but Monitronics refuses to accept responsibility for their equipment failure.

Monitronics has got to be the absolutely most frustrating and dishonest company in the United States. I have been trying to cancel their service for one entire year. I started with a phone call which they managed to deflect because I wasn't certain of my password. They sent me my password and I attempted to cancel again. I was assured it would be cancelled but they continued to send me bills. My wife paid them because she felt the service was still being provided. I then faxed them and still received a bill. I then mailed them a letter; still a bill. I finally decided the only way to get their attention was to NOT pay the bill. That did receive a response. They agreed to stop sending me a bill, if I'd pay another month. In order to hopefully stop I paid them. Guess what, I got another bill. I ignored it and received another bill the next month. FINALLY, the day after Thanksgiving I called again and they claim to have zeroed out my account, cancelled it and will send me a zero balance statement next month. Let's see what happens.
This company sucks. I plan on posting this on every single alarm review site I can find on the internet.

The worst company ever to deal with. I got a 3 year contract with service only for 5 months. They have not provided service for the last 10 months and everyday we call them they want to extend our contract and pay $300 more for a new gadget. They do not negotiate I don't want this STUPID service and have the Alarm go on in the middle of the night. PLEASE NEVER EVER WORK WITH THIS COMPANY. YOU ARE BETTER OFF GETTING SOMEONE RIPP YOU OFF BY HAVING A ROBBERY AT YOUR HOUSE THEN HAVING THESE GUYS RIPP YOU OFF EVERY MONTH. I AM WILLING TO TALK TO ANYBODY TO HAVE THEM REALIZE HOW THEY WILL RIPP YOU OFF.

Was approached by sales people who I thought were from GE (electric) and was advised they were giving away three free security service as they were now equiped to do alarm services in our neighborhood. Was advised they were giving away three free sercurity services as long as you kept the advertizement sign in the yard. Could cancel at anytime but if I did they would come remove the sign from the yard. They advised that I would have to pay the monitoring fee but it was only $30 a month and again I could cancel at anytime. The way they pitched it was like I was the sponsor (i was th lucky one) for the neighborhood to gain them more business. Well long story short, system doesn't work, my monthly bill is $51 and when I tried to cancel they said I was locked in for 5 years. The salesmen told me that the Price was locked in for 5 years not the I was locked in. I was told numerous times during the presentation that I could cancel at anytime. I should have read through the lengthy contract and not been so easily believing that I had been the chosen one.. I was the one taken. I've tried to cancel numerous times, told them to come pickup the equipment, they refuse. Don't fall for their scam. This is a 3k mistake... They hold everyone to the contract and there doesn't seem to be anyway out of it. When I signed the contract I was told it was with Platnium and that it was the Security Division of GE. I get my bill ant it's Monitronics but yet I'm still obligated to pay? I don't think it is right or fair. I don't know how these sales people or this company sleeps at night. There should be a class action on this company and they should not be allowed to do business. I would be interested to see how many people they have sent to the credit bureau but yet they are the scammers...

Approached by a shady looking gentleman while out in front with my family. Offered a 'free' home security system in exchange for placing two Platinum Protection security signs with LED lights in the front and the back of our house. Their reasoning for this was advertisement on a busy street, so I happily obliged at the opportunity to protect my family. After jumping through some hoops on the phone for about 30 minutes, eventually they get me approved for my 'free' security system.

Fast forward to 2 years after installation, somewhat happy with my experience so far. Economic times start getting rough on us, so a period comes and passes where we are unable to provide payment to Platinum Protection, and I make this known to them via phone. Everything seems ok, right? Wrong. Fast forward now to the 3rd month when I call in to make a payment for the previous two months + the third, I am put on hold after a representative picks up, only to be transferred to another representative, stating that my account had been placed with collections, in the amount of what was past due, totalling roughly $80 for the two months I had missed, but now I am told that they are also collecting for the future 3 years remaining on the contract, as well as all of the equipment provided to me, totalling a little under $3000.

I explained the situation, they were unsympathetic and told me there was nothing further that could be done.
Being in the situation we were in, at this point it was better to file the charges Platinum was demanding through my Chapter 7 I was completing. Keep in mind I had full intention on paying this company back and continuing their services, as I was quite happy thus far.

I call today to request a new sign as one of mine had cracked, no big deal. I call them up, am placed on hold, and then told my account was no longer being monitored due to being sent to collections, and then filed through Chapter 7.

Shady, SHADY business with terrible customer service. These guys could care less about anyone as long as they're lining their own pockets with ridiculous charges to their trusting customers.

STEER WIDE AND CLEAR OF THIS COMPANY!

Most alarm companies provide terrible service, but Monitronics is absolutely the worse. After using 2 other larger companies, I thought going with a smaller one like Monitronics would be better, but I was wrong. Terrible system, terrible customer service, deceiving rates, and I caught one of their account resolution people calculating my bill wrong twice. She knew she was incorrect, but did not even apologize. They hire incompetent people which should tell you about their service. Here's a example, I purposely set off my alarm once a month for testing...it took them at least 6 mins to call me back. 6 mins! Imagine if this was your home. Would you be happy if it took 6 mins for your monitoring service to call you back once the alarm went off. 6 mins! WTF! See for yourself if you don't believe me.

Called to ask for a quote on upgrading a former system, and the equipment and monthly charges associated with that upgrade. Asked for a contract to be mailed to me, which it was... With a bill for the service that I supposedly verbally agreed to reactivating which I did not. Basically they took it upon themselves based on my phone call requesting a QUOTE, to reactivate service. then when we called to inform them of the error, they insisted that I had actually agreed to the reactivation and tried to say that we were responsible for the bill. After being put in a very rude loop of hold time and people with attitudes it was decided that they would cancel the fraudulent contract. It's a phone scam just like every other fraudulent company out there, do not even call them for a quote unless you feel like having a bill sent to you for something you did not actually sign up for!

I and my family have been recieving harassing phone calls from our land line by phone number [protected] and occasionally [protected] which are linked to Monitronics Security in Texas. Before these phone calls, I have never heard of this company. Also, I have had my phone number for many years. They (Monitronics) have been calling several times a day for the past month, always on a week day and during working hours. I screen all my calls so the answering machine tells them who is at the residence, yet they never leave a message... except to let the phone ring and wake our baby. When I do pick up they ask for a "Bert" who I tell them doesn't use this phone. I have asked them to not call this number several times, but they still keep calling. My number is on the national "Do Not Call Registry" but this doesn't seem to deter them. Also, through my land line phone service, I have a phone blocking feature that is ineffective for these numbers. Further action is pending on my part if they continue to persist in their harassment. As with any company, I would think very carefully before doing any business with these people.

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.