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LiveWatch Security Reviews

Reviews of LiveWatch Security from real customers
(205 verified)

Our Score
8.2
User Score
6.5

Or By Phone:  1-(888) 729-6505

Our Score
8.2
User Score
6.5
Rank this Company

Ratings Breakdown

Price

Cellular monthly price
$29-$39

Up-Front Costs

Activation, Install & Equipment
Undisclosed

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
12

Cancellation Policy

Can you cancel contract?
Equip. Fees

Moving Policy

Can you move with system?
Free

Number of Reviews

User reviews here on BHSC
205

Overall Score

Based on ranking criteria
8.2 /10

This Review is maintained by Chase Sagum

Review Last Updated: January 22, 2019

  • Name Change: LiveWatch Security is now Brinks Home Security.
  • Equipment Costs: There are two different packages customers can choose from: Home Complete and Home Complete with Video. Customers can choose to buy the equipment up front which will cost $399 for Home Complete and $499 for Home Complete with Video. There is also the option to pay for equipment each month which will cost $11.08/month and $13.86/month respectively.
  • No Early Termination Fees: LiveWatch customers are free to cancel their service at any time with no early termination fees, although you may have to pay for your equipment. Many home security companies require their customers to pay the remaining balance of their contract, which sometimes adds up to hundreds of dollars.
  • Rate-Lock: Customers don’t have to worry about their monitoring costs rising since their ate-lock guarantee ensures monthly rates will not increase.
  • Trial: Potential customers can try the Brinks Home Security plan/equipment for 30 days. If unsatisfied, it can be returned for a full refund.
  • Install: Both professional and DIY installation is available through Brinks.
  • Our Recommendation: While customers can choose to pay for their equipment each month, the up-front costs are high and there is still a contract associated with service. For these reasons, we recommend Protect America or Frontpoint.

Most Helpful Reviews From LiveWatch Security Customers

  1. User Score
    1
    Jlee
    March 15th, 2018 Seattle, WA
    I used to be a proponent of Livewatch but overall you're better off going for a more reputable brand. My livewatch has been nothing but a headache and they've actually cost me more money than they saved. I've had 2 random false alarm calls due to faulty sensors where it just sent the police to my house without being triggered. Thinking it was a break-in, I let the police check it out. Turns out the sensor just decide to call the police on its own. Bam, $115 fine which Livewatch says it's not responsible for. Right now I'm more scared about false alarms than actual burglaries. But seriously, you'll end up paying more for your system if you're in a state that charges for false alarms.Read More
  2. User Score
    10
    Barbara Whitnack
    April 27th, 2018 Charleston, SC
    We have been with Live Watch for 4 years and are most satisfied with their products and services. Last week had to call to get a document for my insurance company and Victoria was most pleasantand accomadating and within three minutes i had the needed document on my computer. Each time i have called the service provider was pleasant and knowledgeable..There quick response is appreciated. Thanks Live Watch for being here when we cant"t beRead More

205 LiveWatch Security Reviews

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  1. User Score
    2
    February 22nd, 2019 Napa, CA
    0 people found this review helpful!
    I signed up with LiveWatch. When you called LW you never had to wait. Now, Brinks makes you wait online for a long time. The help people seemed totally clueless when I called about a problem. I have left town six times in the last six months. On three occasions I have had sensors drop offline and/or the panel breaks. I don’t know what the problem is but we never had trouble with LW. With Brinks – blah.
    Read More
  2. User Score
    0
    February 2nd, 2019
    0 people found this review helpful!
    Worst customer service I’ve ever experienced. Long, long waits on hold with repeated transfers. Repeated calls to tech support which required several equipment replacements. Sales promises cannot be delivered. Brinks needs to step up and clean up the mess that is LiveWatch.
    Read More
  3. User Score
    1
    January 3rd, 2019 Richmond, VA
    0 people found this review helpful!
    Customer support is terrible. Rude reps and even worse managers. Was hung up on and was even told they would “axe me” . Stay away from Brinks.
    Read More
  4. User Score
    0
    December 20th, 2018 New York, NY
    0 people found this review helpful!
    Customer Service is the worse I have ever experienced.
    Read More
  5. User Score
    0
    November 21st, 2018 Austin, TX
    0 people found this review helpful!
    I’m so glad there is 0 on the scale which most review websites don’t have.

    I’ve been using Brinks (previously Live Watch) for almost 2 years. The sensor/system itself is already disappointing. The sensors fell off a couple of times, triggered the alert and brought us back home from far away. The response time from monitoring is also not as fast as they promise.

    What really made me angry and motivated me to write a review is their tech support. I bought a garage sensor online and wanted to add it to the system, then we realized there is no adding sensor option on the panel which is supposed to have per their instructions online. Ok, here came the nightmare – we called their number at least 3 times per week, all have been transferred to tech support with no one ever picking up my call nor calling me back after I chose the callback option and left my phone number. The tricky part is the whole things happened one month before the cancellation became effective. And yea at this time, the service already got cancelled and the sensor is never added to the system.

    I called to their customer service department asking how you can help me add in the sensor, but the head of customer service Amber W kept telling me it is not their responsibility and they don’t owe me anything since I canceled the service and not their customer anymore. Excuse me!!?? the sensor adding thing happened weeks before cancellation.

    And this Amber W also told me I only have one choice which is to reactivate the service with a 36-month contract. Are you kidding me?? I would never ever use your service again. In addition to that, I’ll spread my words as much as possible to keep people from choosing your service. And I trust the power of Internet a lot :)

    Read More
  6. User Score
    0
    September 23rd, 2018 Richmond, VA
    2 people found this review helpful!
    We purchased our system under the LiveWatch and it worked for a few months and then it did not work. Called for support and they are only open to help you Mon to Fri 8 AM to 5 PM and on Saturday for a few hours. We have the centrally monitored plan. Have spent 1 to 2 hours on hold on any given attempt to contact support.

    On any given week one, two, or three of the sensors report a malfunction. Brinks sends an email to tell us that we may need to move the sensor closer to the control panel. Really? How can I move a door jam? or better yet should I put all the smoke and carbon monoxide detectors next to the central control panel?

    Brinks has no clue on how their devices work in the real world. Stay away from this brand and look elsewhere for your safety and security.

    Read More
  7. User Score
    10
    July 9th, 2018
    0 people found this review helpful!
    It was easy to install and customer service is great
    Read More
  8. User Score
    1
    June 26th, 2018 Altadena, CA
    1 people found this review helpful!
    Continue to bill my credit card even after service cancelled and equipment returned in excellent condition. Will not stop sending error notices even though I no longer have system. Trying to force me into sighing a form giving them the power to control when contract ends. Beware!
    Read More
  9. User Score
    4
    June 22nd, 2018 Spiro, OK
    0 people found this review helpful!
    Technicians have no idea what type of alarm system you have and don’t know how to help you work on it. When you work on the system with a tech on the line, they do not put the system in test mode, so expect visits from the police and fire even when you advise the monitoring station that you are on the phone with a technician. And be ready for the technician to get an attitude when you ask questions that they dont know the answer to.
    Read More
  10. User Score
    1
    June 13th, 2018 Tampa, FL
    2 people found this review helpful!
    Stay away unless you really want DIY and no satisfaction. Our 2nd attempt.
    1) Medical alert pendant never went off, had to use smartphone for EMS.
    2) Thermostat (alarm.com) went from A/C to Heat and ran constantly. Required my husband, who is not an electrician to “troubleshoot” by taking off wall and playing with wiring for hours.
    3) Agreed their thermostat “fried” Had to call an AC co. to repair for $90.
    4) They offered a new thermostat to be delivered “tomorrow” while we sit in Florida heat
    3) Mgnt response: If you can’t troubleshoot our equipment, don’t buy a DIY system.
    Read More
  11. User Score
    1
    June 10th, 2018 Altadena, CA
    1 people found this review helpful!
    I signed up with Live watch on 05/21/18 for a 30 day trial and today is 06/10/18 and Live watch is refusing to allow me to cancel the service without forcing me to sign an agreement wit the customer when the contract will be terminated. I am appalled Live watch will not allow me to terminate the contract for services even after I gave written notice and sent them back their equipment via UPS.
    See this bait and switch below:

    I understand and acknowledge that this serves as a written notice to cancel my monitoring service. As a result, Brinks Home SecurityTM will no longer dispatch emergency personnel to my location for burglary, fire, flood, or other alarm.
    I understand and acknowledge that my home insurance company will be notified of the discontinued service with Brinks Home SecurityTM and I may be ineligible for further insurance discounts.
    I understand and acknowledge that my account will be cancelled when Brinks Home SecurityTM gives written confirmation of the cancellation. Until then, the account should be considered active to prevent false alarms.

    Read More
  12. User Score
    10
    April 28th, 2018
    2 people found this review helpful!
    My salesman Nick was great. He was very knowledgeable, polite, and absolutely not the normal hard pitch high pressure salesman one normally runs in to.
    During the final set up call, Ashley was excellant. She was also very polite, a great listener, and answered every question quickly.
    In general, a great team.
    Read More
  13. User Score
    9
    April 27th, 2018 Utica, NY
    1 people found this review helpful!
    I’ve been a LiveWatch customer for 4 years. I originally started with Time Warner’s service but it was terrible and I switched to LiveWatch and have never looked back. This is a terrific service, at a fair price, easy to install, good support, and much better than the competition. I highly recommend them.
    Read More
  14. User Score
    10
    April 27th, 2018
    1 people found this review helpful!
    I have been with Live Watch for 5 yrs. Moved to a new home this month and really appreciate how they made security for my new home an easy set-up.
    Tech support was awesome and I love the prompt way they do business.
    Read More
  15. User Score
    10
    April 27th, 2018
    1 people found this review helpful!
    I absolutely love LiveWatch Security. They are always very patient, caring, and will do anything in their power to make sure everything is solved. They always make sure you understand your alarm and how it works and are willing to go out of their way when something goes wrong.

    The upfront costs may seem intimidating at first but is completely worth it. The new IQ panels are about $500 so it’s nice to only have to pay $99 upfront for it.

    In all, I recommend LiveWatch Security to everyone!

    Read More
  16. User Score
    10
    April 27th, 2018 Charleston, SC
    1 people found this review helpful!
    We have been with Live Watch for 4 years and are most satisfied with their products and services. Last week had to call to get a document for my insurance company and Victoria was most pleasantand accomadating and within three minutes i had the needed document on my computer. Each time i have called the service provider was pleasant and knowledgeable..There quick response is appreciated. Thanks Live Watch for being here when we cant”t be
    Read More
  17. User Score
    10
    April 26th, 2018 Atlanta, TX
    1 people found this review helpful!
    I did a lot of research on home security systems and decided to contact Live Watch. Tanner, in the sales department, explained what they had to offer and the price. He was never pushy in trying to sign me up and I appreciated his technique. I decided on purching the system at a very reasonable price. It was shipped immediately and arrived in 2 days. I scheduled a time for installation assistance. Tray, the activation specialist, was very patient in assisting me. The system was activated and I was give a few days to learn the system before it went live. I noticed that there was a problem with the motion sensor. I called and talked to Shelby, a customer care specialist. He ordered a new motion detector and it was shipped immediately. I also added some additional window sensors and a garage door sensor. All arrived within 2 day. I called to get those activated and spoke with Ty in technical support. Everyone I have dealt with has been outstanding. As for the system, it’s very easy to use & alarm activates properly. We know because my wife set it off shortly after going live; she was on her phone and forgot about disarming the system. The gentleman she spoke to was efficient and friendly. We also really like how easily it functions with the app. I’d recommend this system to anyone.
    Read More
  18. User Score
    10
    April 26th, 2018 Pauls Valley, OK
    1 people found this review helpful!
    I had a simple but important to me question for the company. Taylor answered the cust. service line and immediately took interest in my question. She was very friendly and easy to talk with. Her knowledge of my situation solved my problem very quickly. She is a great representative of the company. It is so nice to talk with cust. service rep. that is here in the U.S. and does not have a foreign accent! Don B.
    Read More
  19. User Score
    10
    April 24th, 2018 Camarillo, CA
    1 people found this review helpful!
    Kaleb was professional and made me feel like a valued customer.
    Read More
  20. User Score
    10
    April 19th, 2018
    1 people found this review helpful!
    Once I was on the phone with Stephanie, she was very friendly, humorous and helpful. She in turn was able to talk with her manager about my issue/question and they completely solved it in a very quick manner. Thank you!
    Read More
  21. User Score
    10
    April 19th, 2018 Newport News, VA
    1 people found this review helpful!
    We have had this system for 4 years and have been completely satisfied with delivery and ease of self installation. We are happy with the product and monitoring service. My dad has forgotten to turn it off a couple of times when going outside for the paper. The LiveWatch and police response was quick. I have called in twice recently, to reset the system after unplugging it and also to reset a password. Both times the customer service and billing departments were cheerful, polite and professional. Thank you LiveWatch!
    Read More
  22. User Score
    10
    April 19th, 2018 Chicago, IL
    1 people found this review helpful!
    Toby V. was very courteous, knowledgeable and helpful.
    Read More
  23. User Score
    10
    April 19th, 2018
    2 people found this review helpful!
    I called LiveWatch because I needed security for a new home purchase. I was connected to Tim in sales. He listened to my concerns and gave me great sound advice. He was great. After the purchase, the delivery was quick. The installation extremely easy. As far training/testing, I appreciated Karen taking the time to walk us through training/ testing steps–we didn’t feel rushed. Karen patiently answered all our questions. The system is awesome! Great job LiveWatch!
    Read More
  24. User Score
    10
    April 19th, 2018
    1 people found this review helpful!
    Customer support is outstanding. Entire support staff is professional, respectful and clearly explain functionality of entire system.
    Read More
  25. User Score
    0
    April 18th, 2018
    1 people found this review helpful!
    When researching home security a person from livewatch called. Kept me on the phone for a good 20 minutes before trying to extract $600 for me. All while I’m looking online that it only cost $99. I ordered the equipment for $99 but decided not to use livewatch and self-monitor my system. Non-stop emails still even though I’ve unsubscribed. Constant harassment. Do not appreciate this company and I do not appreciate their employees. Trying to swindle me out of a large amount of money through aggressive sales tactics it’s not a good way to approach new customers.
    Read More
  26. User Score
    10
    April 18th, 2018 La Grange, IL
    1 people found this review helpful!
    Having never had a home security system before, I did a lot of research before a chose a company. Now that I have received, installed and used my LiveWatch system for a couple weeks, I am extremely pleased with their product and service. It has exceeded my expectations. The installation and test process was great. Tray took the time to explain all the features of our new LifeWatch system, resolved a couple problems, and answered all my questions. Great product, great service, great experience!
    Read More
  27. User Score
    10
    April 17th, 2018 Pomona, CA
    0 people found this review helpful!
    I’ve used the services of Livewatch while living in Monterey County, CA and now in Palm Desert, CA. In Monterey, I started from scratch and ordered all the equipment I wanted to secure everything that posed a threat. The installation was simple for all the devices and there were no hidden costs. Customer service was competent in answering my questions about the technical characteristics of movement detectors and smoke detectors. They did not put on a sales act; they just answered the questions. Wait time was quite acceptable.

    Now then, we moved to a previously owned home in Palm Desert, CA. This home was prewired with hardwired sensors in doors, windows. It had poor motion detectors and poor smoke detectors (installed by a Nationally advertised company). Some parts of the existing system did not work adequately (specific sensors did not work). I resorted to calling the installer who would only replace the faulty hardwired sensors in exchange for their price and my commitment to a lengthy inflexible contract for limited monitoring service. They insisted on sending me a sales rep to my house to explain things. I didn’t like the slime-ball sales tactics. I place customer service at the top of my priority list when it comes to selecting a service company or any product. This company’s service was abominable.

    So I decided to call the folks at Livewatch. Within just a couple of days, they sent me the electronics to translate the hardwared system (the parts that worked) to their IQ Controller. I was up and running in just a couple of days. Their instructions were excellent. When I noticed that one translator was insufficient, they promptly sent another to me. All free of charge.

    When I needed technical support, I got it quickly from the folks in Kansas, not from people with strong off-shore accents. If busy, you can request a callback. The technician organization has in its hierarchy very competent engineers as needed to answer highly technical engineering type questions. After a year or more we experienced intermittent alarms. They quickly resolved the problem and sent me a new controller, two day delivery (free of charge). Days later, we experienced a problem with one or more previously installed hardwared sensors. I and the senior support engineer discussed the matter and we decided to bypass those hardwired sensors (which he did remotely) and use wi-fi sensors which they sent me (again sent with haste, 2-day delivery free of charge). Their support is available 24/7.

    To make a long story short, I highly recommend doing business with Livewatch. In terms of equipment price, support services no one can beat them. The quality of their support has been consistently high over a decade in using them. In my professional career, I worked for Xerox and was on the team that won Xerox The Malcolm Baldrige National Quality Award (MBNQA). In my opinion, Livewatch and their alarm operations center exhibits the best of customer quality.

    Read More
  28. User Score
    10
    April 16th, 2018 Richardson, TX
    1 people found this review helpful!
    I recently had a problem accessing my Livewatch account. Karsen M. provided excellent service it solving my problem. She took an extraordinary amount of time, even getting Alarm.com on the line to help solve the issue. She was obviously committed to solving my problem and did. I am 73 years old, have dealt with many service providers and in fact, serve some 46 years as manager in a service organization and have never seen a better more committed employee to solving a customer issue. Kudos to the wise individual who hired her! She is a real assest to your organization.
    Read More
  29. User Score
    10
    April 15th, 2018
    0 people found this review helpful!
    Very happy with system / Great follow up and very professional company.
    Read More
  30. User Score
    9
    April 13th, 2018 Dallas, TX
    0 people found this review helpful!
    Very friendly and courteous service to resolve my issue, thank you!
    Read More
  31. User Score
    10
    April 12th, 2018
    1 people found this review helpful!
    She resolved my concern at no extra cost to me and she was empathetic. I can tell that your company’s goal is to provide great customer service.
    Read More
  32. User Score
    10
    April 12th, 2018 Erlanger, KY
    1 people found this review helpful!
    Custer service representative Jayton, was very pleasant, helpful and sincere. Was very quick to address and fix my problem. Thank you for the great experience, not something you expect anymore.
    Read More
  33. User Score
    10
    April 5th, 2018
    0 people found this review helpful!
    Nathan helped me set up my window sensors in record time and was helpful with every question I asked.
    Read More
  34. User Score
    10
    April 5th, 2018 Staten Island, NY
    0 people found this review helpful!
    Customer Service was top notch and was very helpful in resolving my question/issues.
    Read More
  35. User Score
    10
    April 5th, 2018
    0 people found this review helpful!
    Livewatch service as always ,professional and customer service . The tech and customer service is always there to help when needed ,thanks Livewatch .
    Read More
  36. User Score
    10
    April 5th, 2018 Richmond, VA
    0 people found this review helpful!
    I just installed my system (very easy) and had a follow-up training/activation session with LiveWatch’s customer service representative. He was a patient, knowledgeable and extremely helpful trainer. He answered all of my questions and made sure I was completely comfortable with the system. A great experience.
    Read More
  37. User Score
    10
    April 5th, 2018 Columbus, OH
    0 people found this review helpful!
    Great job with quick delivery, easy installation. I like the app. No pressure sales from Clay. Set up was great – Taylor answered all of my questions. The prices are very competitive. Would definitely recommend.
    Read More
  38. User Score
    10
    April 5th, 2018 Temple, TX
    0 people found this review helpful!
    Fantastic people to deal with over the phone, never pushy instead they listen and help you accomplish your goal.
    Read More
  39. User Score
    10
    April 5th, 2018 Fort Thomas, KY
    0 people found this review helpful!
    I was happy to get a call back (rather than waiting on hold) and get my request taken care of in just one minute! Great service and help!
    Read More
  40. User Score
    9
    April 4th, 2018 Myrtle Beach, SC
    0 people found this review helpful!
    I called with an issue concerning remote monitoring APP. The customer rep / tech was very knowledgeable in discerning the problem with the APP vs. the Livewatch system. In addition her understand of my concern of being way from an inoperable base terminal was well understood. The issues was with the APP not the Livewatch system.

    SCP

    Read More
  41. User Score
    10
    April 4th, 2018 Bayonne, NJ
    0 people found this review helpful!
    I highly recommend LiveWatch. Steffan R. was a great person to work with on the phone. He was very patient and answered every question I had about the burglar alarm installation. My initial installation was faulty but we corrected that error and then he took me through the system. Steffan is a very patient and encouraging tech.
    Read More
  42. User Score
    10
    April 3rd, 2018 Homosassa, FL
    0 people found this review helpful!
    The call to me was made exactly when they said it would and I was walked through the entire process start to finish until the rep knew I was completely comfortable working the system.
    Read More
  43. User Score
    10
    April 3rd, 2018 Los Angeles, CA
    0 people found this review helpful!
    I am retired computer programmer with a vacation house in rural Massachusetts. We previously had a hard wired system in the house that constantly called us about breakins. Those “breakins” were mice. I tried to re-instate a hardwired system, but the company was not too responsive. i searched for alternatives, tried to go with a lower cost system but found it not very responsive. Emails were responded to about four days later; links to “talk with a representative” went unanswered in ten minutes. LiveWatch has excellent representatives, a superior security team, and responsive billing and help people. The system was easy to install and configure. I can’t commend them highly enough.
    Read More
  44. User Score
    10
    April 3rd, 2018
    0 people found this review helpful!
    Great company with great products. Easy simple and great customer service. A must for any one on any budget.
    Read More
  45. User Score
    10
    April 3rd, 2018 East Brunswick, NJ
    0 people found this review helpful!
    This review is in reference to my experience with initial tech support, particularly with Shelby. She was very knowledgeable, professional, and most importantly patient!
    Thank you for taking the time you did to assure we got bit right!
    Read More
  46. User Score
    10
    March 30th, 2018 Tampa, FL
    0 people found this review helpful!
    My iQ panel experienced a random issue that was promptly diagnosed and taken care of by the after-hours tech support at LiveWatch. Even so, LiveWatch recommended replacement of the panel. This was at no charge to me, even though the panel was several years old. The new panel arrived promptly, and the LiveWatch Tech support person was courteous and knowledgeable. Transfer to new monitoring panel was effected very competently.
    Read More
  47. User Score
    10
    March 29th, 2018 Los Angeles, CA
    0 people found this review helpful!
    Customer service is exellent. When you call is fast response they help you with any issues
    Read More
  48. User Score
    10
    March 29th, 2018 Youngstown, OH
    0 people found this review helpful!
    I have been a LiveWatch customer for just over 2 years and have never regretted my decision to use them for my home security. From my first phone call to them 2 years ago to obtain information, to yesterdays tech support call, I have always found all aspects of their support second to none. In all cases they go out of their way to address and resolve any question or issue I have. I highly recommend LiveWatch for everyones home security need.
    Read More
  49. User Score
    10
    March 29th, 2018 Cincinnati, OH
    1 people found this review helpful!
    Everyone that I have been in contact with at Livewatch has been professional, knowledgeable, and courteous. They could not have made the experience any better.
    Read More
  50. User Score
    10
    March 29th, 2018 Wichita, KS
    1 people found this review helpful!
    I got my system in the mail within two business days just like they said it would. When I got my system I opened it up and it looked a little overwhelming at first but later that day I got my scheduled phone call for my testing and training and the service rep talked me through putting my system up and getting it all activated. I am very pleased with LiveWatch Security and would definitely recommend!
    Read More

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Our Score
8.2
User Score
6.5
Rank this Company

Ratings Breakdown

Price

Cellular monthly price
$29-$39

Up-Front Costs

Activation, Install & Equipment
Undisclosed

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
12

Cancellation Policy

Can you cancel contract?
Equip. Fees

Moving Policy

Can you move with system?
Free

Number of Reviews

User reviews here on BHSC
205

Overall Score

Based on ranking criteria
8.2 /10
Our Score
9.0
User Score
7.8
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
2,314

Overall Score

Based on ranking criteria
9.0 /10