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Complaint Details
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Initial Complaint
10/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have requested to have services cancelled on 10/31. Company refused to cancel services and told me I had to call back in 30 days. I am willing to pay my cancel fees immediately, yet need the services cancelled on 10/31 as requested. Service provider told me they were emailing me a letter, has never been received. I am no longer the home owner and the new owners do not want the service. Please cancel effective on 10/31/24.
Business response
10/30/2024
****** ****
************************
**********************
October 30, 2024
Customer #*********
Case #********
Mr. ****** ****,
This letter is in response to your complaint regarding your Brinks Home account.
Our records indicate that you have completed your final payment,and your account is scheduled for cancellation effective November 28, 2024. I have also confirmed this information with you via email. Therefore, please accept this letter as formal confirmation that there are no further contractual or financial obligations 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
10/30/2024
I have reviewed the business response and accept this resolution.Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We tried to get rid of BRINKS and they claim that we agreed to a 36 month extension our account, but they have no proof of it except a letter that they sent us, but they said they had an audio recording of my mother agreeing to it which she cant find and they said they sent out a letter confirming it which we cant find eitherBusiness response
10/30/2024
**** ******
**************
*********************
October 30, 2024
Customer #*********
Case #********
Mr. *** ******
This letter is in response to your complaint regarding your Brinks Home account. Thank you for taking the time to speak with me. In your complaint you requested the cancellation of your account and questioned the validity of an extension of your alarm agreement.
To recap our conversation, there was an automated rate offer sent via email. The email was sent to ******************** and accepted on March 18, 2022. To resolve this matter, Brinks agrees to a buyout of the remaining terms of your alarm agreement. A payment term letter will be mailed to the address of record and the account scheduled for cancellation upon receipt of payment. Please be advised, the account will remain active until receipt of payment, otherwise the account will continue through the contract end date of March 26, 2026.
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
*******************Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My alarm system account was sold to another company which I didn't ask for but I wanted to keep the alarm until they started sending me bills saying that the alarm was going off at different times early in the morning when I was home and didn't hear it. The police were dispatched but never knocked or rang the doorbell. When I asked them to send a technician they said to first replace the battery, which I did. Still doing the same thing. I asked for a technician again but they said that it would cost me to have one come out. I asked them to close the account and they started talking early termination fees. I never signed a contract with them, they bought the remainder of my contract from another company and are now telling me that I am locked in for the next two and a half years and still have to pay early termination fees and equipment fees.Business response
10/30/2024
*** ********
**********************************************************************************
October 30, 2024
Customer #*******
Case #********
Ms. *** ********,
This letter is in response to your complaint regarding your Brinks Home account. My attempt to speak with you has been unsuccessful.
Our records indicate that your sensor displays a low battery warning and requires a replacement battery. Please note that if we need to dispatch a technician, a trip is billed; however, the replacement of the equipment will be covered under warranty. As a courtesy, we can provide a replacement sensor battery and direct ship the battery to you. To address your sensor issue further, please feel free to contact me at your earliest convenience.
However, we understand that you may still prefer to cancel your account. If this is the case, please reach out to me directly at the number provided below. We apologize for any inconvenience experienced during the resolution of 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
*******************Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello, Please find attached letter from Brinks, confirming that my account subscription would end on December 07, 2024. I am asking BBB to help me in facilitation to close my account with ********************** as I do not trust this company at all. Thank you. ******* *******.Business response
10/25/2024
******* *******
**********************************************************************
October 25, 2024
Customer #*********
Case #********
Mr. ******* *******,
This letter is in response to your complaint regarding your Brinks Home account. My attempt to discuss your complaint with you was unsuccessful. Unfortunately,the call was terminated while I was attempting to confirm that we received the email you sent directly to Brinks Home regarding your account cancellation. Please be advised, your account is scheduled for cancellation effective December ******. On this date, you will have no further contractual or financial obligations 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
10/29/2024
I have reviewed the business response and accept this resolution. Your reply via BBB will be my confirmation. Thank you. *******.
Initial Complaint
10/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We moved into our home 2 and a half years ago and took over the existing Brinks system left in the home that was installed in 2020. We have been paying $73 a month for lowgrade monitoring and cameras and barely used it. Earlier today I spoke with Brinks to cancel and they states that i had signed a 36 month contract and a 12 month contract extension which I never signed any of it. They couldnt give me a straight answer as to what I owed them and said they would get back to me. I need this cancelled and am not paying anything i never extended anything whatsoeverBusiness response
10/30/2024
******** *****
******************************************************************************
October 30, 2024
Customer #*********
Case #********
Mr. ******** *****,
Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, Brinks Home agreed to a negotiated buyout of the remaining term of your alarm agreement. A buyout letter was mailed to the address of record on October 24, 2024. In addition, a copy of your contract was sent to the address noted on the complaint. As stated during our call, the account will be scheduled for cancellation upon receipt of the buyout payment.
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
*************************Initial Complaint
10/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We had been customers of ADT for home ********************** for several years. We were fraudulently convinced that "Brinks purchased ADT" and we were strong-armed into updating the equipment and service to remain secured within our own home. As a result, we were placed in 5 year contract that we didn't sign on 6/20/22. Upon selling our home at *************************************************************** and attempting to downsize we requested to cancel our subscription and were told we would have to buy out a 5 year contract. When asked to provide the signed contract/agreement which showed our signature that we had agreed to this 5 year contract, Brinks was unable or unwilling to provide it. Eventually, after we closed, they sent a docusign which was never given to us directly, it was created as part of the phone conversation which was had under false pretenses: That Brinks purchased ADT and we were required to update our equipment. The signature was artificially created. Also, no mention was made of a 5-year commitment during the phone call. As a result of our closing dates and need to vacate the property we were forced to pay this ******. We have sent complaints to the ************ in an attempt to get our money back to which Brinks has not replied. It is our hope that this will reach the individuals who can resolve the matter and provide us the money they have extorted from us under false pretenses.Business response
10/30/2024
****** **********
**************************************************************************************
October 30, 2024
Customer #*********
Case #********
Mr. ****** **********,
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. Please be advised your account is inactive.
Our records indicate you were in the initial term of a 60-month Alarm Monitoring Agreement which began on June 20, 2022, and was scheduled to end on June 19, 2027. You contacted our office on August 7, 2024, and requested the cancellation of your account citing the sale of your property. The agent advised you of the remaining terms of your alarm agreement and a buyout letter was sent to the address of record. The buyout payment was received on September 3, 2024, and the account scheduled for cancelation as requested. Brinks Home respectfully declines your refund request for the buyout payment received.
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
*************************Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This System was installed in March of 2024. On 10/21/24 one of the Door Sensors stopped working, leaving my House Alarm in a Bypass Mode (Unsecured) condition. On 10/22/24 I contacted Technical Support to troubleshoot and it was determined that the door sensor stopped working properly after spending nearly an hour on the phone trying different things. The sensor would show as "Open" at all times, and only allowing to arm the system if that sensor is bypassed, thus leaving the House unprotected through that entry. After speaking to the Technical Support I was told that not only would I have to pay a Shipping Charge of $10 but it would take up to 10 Days to receive the new Sensor. 10 Days to leave my House unprotected is un-acceptable, I spoke to a Supervisor who also informed me that they rely solely on **** to ship parts and there is no way to expedite the part to secure my Home, he offered Free Shipping and a $10 credit towards my Service, which is $1/day when I pay $71.81 per month to protect my Home. Not only will my Home be completely un-secured for 10 Days until the new sensor arrives but for an ************* to not provide overnight shipping is absolutely unacceptable. A valid solution would be to offer not only Overnight Shipping but also give credit for the entire time the House is un-protected. This makes me rethink my decision to go with Brinks Home Security as I have "NEVER" experienced this kind of service with any other company before.Business response
10/25/2024
******* *******
***********************************************************************************
October 25, 2024
Customer #*********
Case #********
Mr. ******* *******,
Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, you confirmed that the alarm sensor shipped to your property was received and the issue regarding your alarm system has been resolved. Thank you for your business and for the opportunity to serve as your alarm monitoring company.
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
*************************Initial Complaint
10/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Home Security Services through Brinks.Home sold on 05/23/24. Notified Brinks of home sold.Brinks continues to try and collect on services past home sold date.Sent certified letter on 08/12/24 to brinks and license board stating I do not own home and should not have to pay services on home I no longer own. No response from certified letter.10/22 Reported to ********** that I defaulted payments even though i sent notice and tried to cancel.I tried to submit supporting documentation but every file I try is too large.Business response
10/25/2024
***** *******
**************************
******************
October 25, 2024
Customer #*********
Case #********
Mr. ******* ***** *******,
This letter is in response to your complaint regarding your Brinks Home account. Thank you for taking the time to speak with me. In your complaint you requested the cancellation of your account and an update to your credit profile. To recap our conversation, you are in the initial term of a 36-month Alarm Monitoring Agreement which began on March 17, 2022, and ends March 16, 2025. Currently 5 months remain in term and the account currently reflects a past due balance.
To resolve this matter, Brinks agrees to a discounted buyout of the remaining terms of your alarm agreement. A payment term letter will be mailed to the address of record and the account scheduled for cancellation upon receipt of payment. Please be advised that the account will remain active until receipt of payment, otherwise the account will continue through the contract end date of March 16, 2025.
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
*******************Initial Complaint
10/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I started using Brinks in Aug 2023. At that time I signed up for home monitoring service with auto pay. On Oct 18, 2024, I received a bill showing a late fee. Being on autopay, that concerned me. I also noticed a rental charge on monitoring equipment I own, purchased from a previous monitoring company. I called the customer service number and was told I owed them $12 for state monitoring fees plus a late charge, which I hadnt hear about prior. When I stated I wanted to discuss a few billing issues, I was told I needed to pay the past due balance. When I said I wanted to talk first, she threatened to report the delinquency to the credit report bureau. At that time I asked to speak with a supervisor about canceling my service. She transferred me to another representative who asked what my issues were. I told her I didnt know about the $12.00 state charge so there would have been no opportunity for me to pay that upfront and I wanted them to reverse the $5.00 late charge. Again, she wanted payment upfront to include the late fee. I moved on and talked about being charged a rental fee of $25.00 a month on equipment I owned which I wanted refunded back to the start of my contract. She said no. I asked to speak to her supervisor who declined to speak to me, referring me to another company, *******. I asked they stop charging me the rental fee and she declined that as well. I asked that my contract be terminated and was told I needed to pay off the contract terms, including the rental fee for my equipment, then she politely ended the call. The $12.00 state fee and $5.00 late fee will be included in my next payment. I want the contract severed without penalty or have the rental fees removed from my monthly payment plus refund the $325.00 I have already been charged and paid on my equipment.Business response
10/25/2024
***** *****
*****************************************************************************************
October 25, 2024
Customer #*********
Case #********
Mr. ***** *****,
This letter is in response to your complaint regarding your Brinks Home account. Thank you for taking the time to speak with me regarding your account. To summarize our conversation, our records indicate that you were charged a permit fee, which is processed through Brinks and included in your annual billing rather than being billed directly to you. As a courtesy, we have since removed all charges and reduced your bill accordingly.
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
*******************Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 10/14 a Brinks installation tech, *****, came to my house to install an alarm system I ordered and contracted for.While he was here I mentioned I should have added an additional outdoor camera. ***** said he could install another one for me as he had them on his truck. Great!! He installed the system and everything was fine.Yesterday I see I have a bill for $316 for the camera. At NO time did ***** mention the cost of the camera or if there was even a charge for the camera. I assumed if there was a cost it would be factored into my monthly bill like all the equipment was.I contacted Brinks and spoke with a customer service *** who provided no customer service. I asked for a tech to come and remove the camera but was told they do not send techs to remove equipment. I would have to climb to the second story of my house, remove the camera and send it back.The *** did say ***** should have told me about the cost and got an ok for the price before installing it. She also told me there was nothing Brinks could do, it was all up to me. After admitting ***** made more than one mistake I was told it was up to me to correct his mistakes. I refused to remove the camera and go through the hassle of returning it when the *** already admitted it was the techs fault. Why should I have to correct their mistakes, Im the customer. The *** also told me she was going to ***ort ***** to her supervisors as his actions were wrong. I asked to either have the camera factored into my monthly bill or better yet, give me the camera since it wasnt my fault. Again, I was told there was nothing Brinks could do. I refused to pay and asked for my contract to be cancelled. Again, I was told there was nothing they could do.Business response
10/25/2024
**** *******
***************************************************
October 25, 2024
Customer #*********
Case #********
Mr. **** *******,
Thank you for speaking with me regarding your Brinks Home ********** summarize our discussion, you verified that the camera has been paid for, and the issue related to the camera has been resolved. Thank you for your business and for the opportunity to serve as your alarm monitoring company. We apologize for any inconvenience experienced during the resolution of 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
10/25/2024
I have reviewed the business response and accept this resolution.
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Get a QuoteCustomer Complaints Summary
6,331 total complaints in the last 3 years.
923 complaints closed in the last 12 months.