Loved them as LiveWatch, but Brinks completely ruined the customer experience
I have been a customer since 2010 back when this was LiveWatch. The service used to be affordable ($30/mo), the DIY equipment worked great, and I loved them so much I even added my vacation home to my account in 2018. Then Brinks took over, and everything went downhill. Over the last few years, customer service became nonexistent. They constantly raised my prices multiple times a year without notice, and whenever equipment failed, the financial burden was entirely on me. Canceling a policy with Brinks is a nightmare by design. When I sold my primary home in 2025, it took over 12 hours on the phone across two weeks just to cancel. You cannot cancel online; you are forced to deal with a aggressive retention department that operates only during business hours. Even after explaining that I literally sold the house, they still tried to sell me retention deals. To top it off, they slipped in an extra month of charges after I digitally signed the cancellation paperwork. Shortly after, they nearly doubled the monthly rate on my remaining vacation home without warning—seemingly to make up for the lost revenue from my first house. After experiencing constant false alarms and hardware issues at the vacation home, I called to cancel that line too. History repeated itself: hours on the phone, multiple transfers, and a forced trip to the retention team. I explicitly asked for my final balance so I could pay it off, reach a $0 balance, and disconnect my auto-pay. The representative gave me a total, I paid it on the spot, and was told I was clear. A month later? Another bill arrived. They delayed processing the paperwork and demanded more money. I paid it solely to protect my credit from collections. Brinks completely destroyed a great company. With so many modern, transparent security options available today, there is absolutely no reason to deal with their predatory billing, outdated cancellation traps, and terrible customer service. Do yourself a favor and believe the bad reviews—they are 100% accurate.