ComplaintsforBrinks Home

Burglar Alarm Systems

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Initial Complaint
11/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Last month I was charged ****** on 10/08/24 after they claimed there was insufficient money in my account and today 11/8/24 they charged me ****** claiming the same thing. I only have 1 income and all my money is accounted for for mortgage and bills. When I contacted them last month and asked to cancel my subscription, they said I'd be charged an early cancellation fee or they'd only dismiss their fee only if i agreed to extend my subscription for 2 more years. I only receive disability/SSI and my income is set. They've cause my account to be overdrawn 2 months in a row and i have no other means of income. I've opened a claim with my bank and they urged me to contact BBB.
Business response
11/12/2024

Inetti *****
***********************************
**********************

November 12, 2024
Customer #********
Case #********
Ms. Inetti *****,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, our records indicate a refund of $104.80 was processed back to the bank account of record on November 11, 2024. As stated during the call please feel free to confirm the receipt of the refund in question with your financial institution. Thank you again for your business and for the opportunity to serve as your alarm company.We apologize for any inconvenience experienced while attempting to resolve your account concerns.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

****** ******
Executive Response Team
*************************
Customer response
11/12/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
11/07/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I tried to cancel my service with Brinks in September this year but unfortunately got talked into signing a 3-year contract. Well, life happens. My wife found a new job in a different state and we are all moving out of ********. When I called to cancel, instead of paying a one-time early termination fee, I was told to pay over $800 for the remaining contract! This is absolutely outrageous and pure robbery. I have never had to deal with a shady business like Brinks. Please let me know if you can be reasonable here especially with a long-term customer.
Business response
11/12/2024
***** *******
****************************************************************************************************

November 12, 2024
Customer #*********
Case #********

Mr. ***** *******,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective December 2, 2024. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

****** ******
Executive Response Team
*************************
Customer response
11/12/2024
Thank you for stepping in. Hopefully I wont see any bills from Brinks after December 2, 2024. I have reviewed the business response and accept this resolution.
Initial Complaint
11/04/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Brinks Home Security purchased my contract from my previous home security company (Protect America and offerd me a discounted monthly payment if I replaced my ring camera with theirs. I understood this to be a 5 year deal, allowing me to have the discounted monthly payments for 5 years but not that I could not cancel the contract. I have now moved so I can no longer use the service. Now I am being told that despite no longer occupying that residence,I have to continue to pay for the monthly service for the time remaining on the 5 year contract, which is 31 months. When I inquired about simply charging me a termination fee, they said the fee would be equal to monthtly payments for the next 31 months. This seems quite unfair and was not made clear to me when their sales person convinced me to sign up for this. This was not how my contract with Protect America worked so they should have made it clear that they were making this significant change before luring me into signing this 5 year contract. I just want to end it since I have moved and can no longer use the service and I do not want to keep making these payments for the next 2 1/2 years. I am a 61 yr old single woman who simply can't afford to waste money in this way. The monthly payment is $46.15.
Business response
11/06/2024
****** ******
************************************************************************
November 6, 2024
Customer #*********
Case #********
Ms. ****** ******,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective November 30, 2024. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to resolve your account concerns.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

****** ******
Executive Response Team
*************************
Customer response
11/06/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
11/04/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am at the end of my service contract and brinks home is not allowing me to cancel through the use of predatory business practices. Dropped phone calls. inability to locate my account with my information. They say I need to sign a form and return it which they sent to my email but I never received it. They also purposely spell addresses wrong to delay mail. They also state they are unable to validate the last spokesman's info so every time I call the narrative gets changed somehow even though I never signed anything. I pay with routing numbers so I need this stopped.
Business response
11/07/2024
**** *********
***************
************, ** 22968
November 7, 2024
Customer #*********
Case #********

Dear **** *********,

This letter is in response to your complaint regarding your Brinks Home account.

Our records indicate that on November 4, 2024, all documents were sent to the email addresses provided, and they were accurate at that time. During your initial call, it was observed that the call was disconnected on your end after the documents were not received promptly.

Please be advised, your account is scheduled for cancellation effectively the end of December 2024. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to cancel your account.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

********* ***
Executive Response Team
*******************
Customer response
11/07/2024
I have reviewed the business response and accept this resolution. I will never do business with Brinks again. I confirm no further contractual or monetary obligations.
Initial Complaint
11/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My first initial contract with Brinks: 5/29/2019 was at my house at **************************. *********, NC *****. I sold this house and moved to ***********************. ***********, ** and called multiple times to get the security system address changed to the new address in ***********. The contract was extended for an additional 36 months for the new address on 5/28/2022. During that time Brinks had never switched over the address to the *********************, so I was paying without getting service at that location. In June of 2023, I sold the Mooresville house and moved to **************************** ****, NC ***** in September 2023. After the move, I again requested them to move services to the house located in **** in October of 2023 and spoke with a *** over the phone who said that I should have service at the new King address. However, after following back up multiple times the service address was never updated. I have contacted Brinks multiple times over the past year to settle this issue and update the address, furthermore I had them send me the contract with them on 10/11/2024. In the contract they still have the first street at ******************* as the address that is being serviced, which means since May of 2022 I have been paying for services and have not been getting what is promised in the contract. As of the last two years, if someone broke into my house the police would go to a house that I have not lived in several years. Talking to one of the ***s ********* from Brinks on the phone on 10/11/2024, he confirmed that Brinks had never transferred service over to the new address and realized that it was their mistake. He gave me the option to either credit my bank account for a total of $465.73 for 1 year of service or credit my Brinks account. I confirmed with him to credit my bank account and do not credit the Brinks account. They did not do this, they credited the Brinks account and did not credit my bank account as I asked. ********************** admitted fault.
Business response
11/08/2024
******* ******
102 ********* **
****, NC 27021
November 8, 2024
Customer #*********
Case #********

Mr. ******* ******,

This letter is in response to your complaint regarding your Brinks Home account. Please be advised, your account is scheduled for cancellation effective November 15, 2024, and the bill balance cleared. In addition, a request has been submitted to refund $465.79 back to the bank account of record. Allow 7 to 14 business days for processing. Therefore,please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to cancel your account.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

********* ***
Executive Response Team
*******************
Customer response
11/11/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was contacted by Brinks Home, who is excusing me of acquiring their service, purchasing security cameras, and signing a contract with them. I never reached out to Brinks to purchase service. I have not signed a contract with Brinks or called Brinks to set up an account. ********************** stated that someone made a couple of payments to the account that they are excusing me of having then stopped. If you look at who initially made payments to the Brinks account, you will see that it didn't come from my account. When I contacted Brinks and explained that it was not my account, they insisted that I pay the balance. I asked them to provide me a copy of the contract, which they still have not provided.Please investigate this claim, and you will see that the information coming from Brinks is inaccurate. This false claim has negatively impacted my credit report.
Business response
11/01/2024

***** ********
**************************************************************************
November 1, 2024
Customer #*********
Case #********
Mr. ***** ********,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you at the number listed on the complaint has been unsuccessful. Please be advised, your account is scheduled for cancellation effective November 11, 2024. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to resolve your account concerns.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

****** ******
Executive Response Team
*************************
Customer response
11/01/2024
I have spoke with the business and then they said all is well they respect the fact that you all stepped in and deleted the matter so thank you very very very much I have decided that we don't have to make no more action thank you
Initial Complaint
10/29/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had home security service with Protect One for 17 years before they were bought out by Brinks Home security. May 2023 I got an email explaining that my payment would decrease if I extended my contract for 2 years. I agreed to it. I sold my property March 2023. I called to cancel the service but was told that I was under contract until May 2025. I was also told that I would have to pay $1500 for cancelling the contract or keep paying until the contract ended. I hung up the phone and have just been paying the monthly fee even though I no longer live there. I called today to make sure that my contract ends May 2025. The representative told me that the contract extended into May 2027. I almost screamed with anger. I never agreed to a 4 year contract. I never received a written contract. I was deceived and taken advantage of. The information that was originally given to me was not clear. The customer service agent lied to me and deceived me. Brinks is not trustworthy. Brinks deliberately scammed me. Brinks should be sued and the business should be shut down immediately.
Business response
11/01/2024
Tell us why here...******* ********
*********************************************************************************************
November 1, 2024
Customer #*********
Case #********
Ms. ******* ********,

This letter is in response to your complaint regarding your Brinks Home account. My attempts to contact you at the number listed on the complaint have been unsuccessful. In your complaint you requested the cancellation of your account and question the validity of an extension of your alarm agreement.

In researching this matter our records indicate you contacted our office on May 23, 2023, regarding a promotional offer received. The agent advised the offer was for a rate reduction which included a 48-month extension of your alarm agreement. You agreed to the offer presented and an extension letter mailed to the address of record confirming the reduction of your monthly monitoring rate. Based upon our findings Brinks Home respectfully declines your refund request.

To resolve this matter, your account is scheduled for cancellation effective November 29, 2024. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

****** ******
Executive Response Team
*************************
Customer response
11/01/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On or about May 13, 2024, I notified Brinks that my security system was not working. Brinks refused to repair the system and continued to charge me monthly @ $68.59. When I called to cancel service since they refused to repair, they informed me that I would have to pay a cancellation fee to terminate services. I have been a month to month customer since about 2010. I have made several calls to Brinks and spoke to numerous agents and managers who only want to extend my services or offer to charge me for a warranty to repair. On each occasion that I spoke with an agent, I asked that my service be cancelled, however they never did cancel my service because I'm still receiving bills in the mail. I never authorized Brinks to put me on contract and they refuse to provide me any contract signed by me. However they claim that I am under a 5yr contract. I don't understand how I could be under a contract for something that I did not sign and they will not fix. I have no other option but to make this complaint with the Better Business Bureau. My security system is still not working and they have now reported this to the credit reporting agencies. I am a senior adult who feels that I'm being taken advantage of. The billing records will clearly show that I used direct debit to pay my account for the duration of the service beginning with Monitronics on or around 2006 up to June of 2024.
Business response
11/01/2024
****** ********
*********************************
********, ** 77584
November 1, 2024
Customer #*********
Case #********

Ms. ****** ********,

Thank you for speaking with me regarding your Brinks Home account. As a quick summary of our conversation, Brinks Home has agreed to send a service technician to repair your Alarm Panel at no charge. Your service appointment is confirmed for November 5, 2024.

I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time, if you have any other account details.

Sincerely,

********* ***
Executive Response Team
*******************
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I used the LiveWatch home security company (later acquired by Brinks) for several years in **********. When we moved out of state we tried to cancel our monthly subscription by calling Brinks. They informed us that they would email us a letter that we would need to fill out and return to them for cancellation. In this same conversation they ended our automatic monthly billing. We never received that letter to fill out and return, and having not been charged again by Brinks we believed it was canceled. Now, almost two years later we received a letter from ******************* saying we owed $158 (more than 4x the monthly bill we were previously paying). Their claim is that we never canceled our service because we didn't provide written cancellation and didn't pay the last month's bill. Upon contacting Brinks to clarify their claims they will not discuss the matter as it's been sold to *******************. ******************* will also not discuss the matter and demands that we pay the debt or they'll report us to the credit bureaus.
Business response
10/31/2024

****** *********
******************************************************
October 31, 2024
Customer #*********
Case #********
Mr. ****** *********,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is inactive. ********************** agrees to pull the account from collections and a release letter will be sent from the agent assigned. Allow ***** days for the update to reflect on your credit profile. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

****** ******
Executive Response Team
*************************
Customer response
10/31/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My panel for my alarm system has been out since Sept. 27, 2024, Brinks sent me a new panel and tried to instruct us with over the phone installation which failed. The person we spoke to said he had never heard of the customer installing the panel. I scheduled an appointment to have a tech come out to install it. Brinks could not give me an appointment until Oct. 29, 2024 (ticket # *********) making me wait for over a month for this installation. ****** from Brinks scheduling called me on Oct. 25, 2024 to reschedule my appointment because they (Brinks) were having coverage issues in my area. My appointment was then rescheduled for Nov. 26, 2024 making it 2 months since my home was protected. I feel this is very poor service from what I thought was a well known, reputable Security Company. This was not the original company I signed up with, but it has changed names/companies a couple of times. I recently extended my contract with Brinks because I had not experienced any issues with them, but I now regret extending my contract. I hope that I will be credited for these months of none service. Also, I would like to know that I will get better service in the future.
Customer response
10/30/2024
Regarding Complaint #********
This is to inform the BBB that Brinks Executive Response Team has moved my service appointment up 2 weeks which makes it less wait time. I have accepted this date and would like to close this complaint.Of cpurse, i still feel that the customer should not have to wait this long for service.
Business response
10/30/2024

******* *******
*********************************
*****************
October 29, 2024
Customer #*********
Case #********
Ms. ******* *******,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact at the number listed on the complaint has been unsuccessful. In your complaint you advised of a problem with your panel and delayed service appointments. Please be advised your pending service appointment has been updated and rescheduled for November 13, 2024. The service appointment window is 1:00 PM to 5:00 PM. In addition, a 1-month bill credit has been applied to your account and should appear on your next billing statement. Thank you for your business and the opportunity to serve as your alarm company. We apologize for any inconvenience experienced while attempting to resolve your account concerns.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

****** ******
Executive Response Team
*************************

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