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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Dear ** *******,I have been a customer with ********************** since 2002 until tonight October 21, 2024, and no one I spoke to at your company seems to think that retaining a long time customer is important. That is over 22 years of on time month payments. I have been without security service since September 26, 2024 and 26 days thereafter. I was supposed to receive service tomorrowhowever I received your nondescript text telling me I was scheduled between the hours of 8am to 5pm. Even ******* provides better service then that. But what is most disturbing to me is after having several conversations with the technician **** who came out the first time on October 4th and explaining to him the importance of having an early appointment did he say to call the office NO which he should have, instead I trusted him. And he told me that he would make it possible for me to have the first or second appointment in the morning. Great or so I thought because these days can you really trust anyone?So today I recieved the nondescript text and I called the *************** to find out the timing and the young man took my information and my password and said I was scheduled for between 8am to12:30pm. So I texted the tech ***** And he tells me I am not scheduled until late that ****** I call again. I get a young woman who thinks by apologizing over and over again I ask for a supervisor doesnt care one iota that I am a customer for ************************************** wait longer for a service call and no he is not going to compensate me with anything off my bill. So now I am canceling my service with Brinks and will receive a letter. So why should I pay for your service when I have not have service for close to a month. Would you? I doubt it very much.Maybe you care about customer service satisfaction? In the meantime, I am going to post this letter on every social media outlet and the BBB and alert my credit card company. You have my email.Sincerely annoyed,****** *****
Business response
10/25/2024
****** *****
******************************************************************************************
October 25, 2024
Customer #*********
Case #********
Ms. ****** *****,
Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your service appointment has been rescheduled for October 28, 2024. 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
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 9/22/2022 we signed a contract with Brinks Home Security. On 9/23/2024 we lost service. I talked to a technician on 9/25/2024 & after looking at our panel, she said that the installer had wired it backwards. Black wire positive &red wire ground. She said we needed to order a new panel. We did & it arrived on 10/02:2024. When we contacted another technician about powering-up the new panel he was not able to do it. My *********** are both over 80 years old. He is also partially disabled. Thus we had trouble trying to hook-up the panel. When we told the technician, he said that they would send a technician for a $200 charge. We agreed. Then they informed us that they couldnt send a technician to *******. I finally restored power to the new panel myself. The next technician tried to transfer the information from the old panel to the new panel. It didnt work. The next technician said she should had told me that we needed to program each sensor individually. We had to have our son remove the sensors & record the serial#s.The next technician we talked to said our serial numbers werent compatible with our panel. When I told her I was going to contact customer service,she said she thought if she did they would be more likely to help us cancel the contract. They told her that they would not do anything because they were going to have a technician call us about 10 days later on 10/19/2024. He informed us that a translator should have been installed by the original installer. On 10/21 I contacted Brinks & explained the issues & asked them to let us out of the remaining 3 years of the contract. They refused. I explained that we had spent many hours trying to resolve ************ was effecting us mentally. We have lost a lot sleep became very frustrated. They could care less.Business response
10/24/2024
******* *****
********************************************************************************************
October 24, 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 23, 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
10/24/2024
I have reviewed the business response and accept this resolution.Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I rented a home from 2/1/2018-6/30/2024 that had an alarm system by Brinks. Via text message on 3/14/1018 the bill only was put to me for the duration of the lease. On 7/25/2024 I called to take my name off the bill and was assured by a representative named ******* that would be no problem. As of todays date, I am STILL receiving bills. Property owner has contacted Brinks at least twice. Every contact is a different story. One of which is that I signed a contract thru 11/2025. I did no such thing. I was NEVER authorized to sign any contract for service because I did not own the property. I have a copy of the contract sent to me via email and not only is it CLEARLY not MY name but it was signed in 2014. As of 7/4/2024 - when I returned the keys to ************** to the property owner, any bills for that property ceased to be my responsibility.Business response
10/25/2024
******* *******
***************************************************************
*******************
October 25, 2024
Customer #*********
Case #********
Ms. ******* *******,
This letter is in response to your complaint regarding the billing of a Brinks Home account. My attempt to contact you at the number listed has been unsuccessful. Please be advised the bill balance has been cleared and the account scheduled for cancellation effective November 15, 2024. Please accept this letter as formal confirmation that there is no further 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
10/25/2024
I have reviewed the business response and accept this resolution.
However, if I receive further correspondence from Brinks that is anything but a zero balance statement or written confirmation that I have no further obligation to this matter, I WILL file another complaint.
Initial Complaint
10/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Brinks Alarm will not let me simply cancel my service contract that requires me to pay a monthly bill of $54.99. They insist I must pay for the remaining 2 years of a 3 year contract. I have already paid approximately $659.88. I fell earlier this year breaking my leg in 4 places and cannot continue living safely and comfortably in my old house because of the stairs so have to sell it to move somewhere else. Because it hasn't sold, I have financial upkeep on two places which I can't afford.Brinks has offered me 4 options. #1) Transfer my service to my new residence which I don't need. #2) Convince whoever buys my old house (which currently remains unsold) to take over the service contract. #3) Lower my current monthly payment but add another 6 months to the contract. #4) Buy out the contract at a "discounted" price of $1093.80 by November 2, 2024. I just received this letter yesterday, October 18, ******* phone landline which is how the alarm and cameras were wired into the house, has been disconnected I have also removed the cameras. The only "service" I am receiving from Brinks is a daily message at 11 am stating that my alarm system has not been set. The first time I needed tech service at my house, the representative had to come from ******, ******* (180 miles away. The second time, I needed a service call, a representative came from *****!!Business response
10/24/2024
****** ******
************************************************************************************
October 24, 2024
Customer #*********
Case #********
Ms. ****** ******,
This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. As a gesture of goodwill, your account has been submitted for cancellation effective November 22, 2024. Please allow this letter to serve as formal confirmation that you have no further financial or contractual obligation to Brinks Home as of November 22, 2024.
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
10/18/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
We had a house fire on 9/20/24 - a complete and total loss of our home and personal possessions. Thankfully nobody was hurt. We are without anything, probably going to be in a hotel for the next year and have to rebuild our home and try to figure out our lives for at least a year. I called to let them know that we would not be needing service for at least the next 9-12 months while we've been displaced. and they had the nerve to tell me I would have to pay them $2900 to buy out my contract and pay for the lost equipment. I just think that takes a lot of gall, if I moved or just quit paying I could see but for a total loss house fire when I don't even have clothes for my family yet and they want it before the next billing cycle AND the cancellation does not take place for 30 days, so basically they will end up taking one more monthly payment in addition to the buy off amount before I'm truly done with them. Seems like a company of this size could show some compassion and kindness and waive the fees for a situation such as this. I was told that this qualifies as a natural disaster and we are still liable for everything even in the case of a natural disaster. Sure hope the folks in ************ and ******* who also had tragedies this month don't have Brinks, as they are gonna take pipe too. I sure won't be using this company again once we rebuild. And while I fully understand that contracts were signed I just feel like given the extreme circumstances maybe an exception could be made.Business response
10/23/2024
******* ******
*******************
****************
October 23, 2024
Customer #*********
Case #********
Ms. ******* ******,
This letter is in response to your complaint regarding your Brinks Home account. Our records indicate that you have spoken with a member of our Executive Response Team, and your account is now scheduled for cancellation effective November 6, 2024. Please consider this letter as formal confirmation that you have no further contractual or financial obligations to Brinks Home. We apologize for any inconvenience caused during the process of addressing 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
10/23/2024
I have reviewed the business response and accept this resolution. And it is much appreciated!Initial Complaint
10/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
First issue:I spoke to ****** ******* on the 1st October 2024 for a quote. He quoted me for $83.73 I told him my budget was $70 for the service because I just moved into a new home that comes with more financial responsibilities. He put me on hold and spoke to his manager and came back to offer me $73. Upon checking the contract, I saw total $77.48 (equipment and monitoring). I asked him and he said that the difference is tax. I agreed to a total monthly payment of $77.48 (including taxes and all charges). Surprisingly, my first bill was an exact initial $83.73 Second issue: Technician came with equipment different from what I expected and do not meet my requirements, despite I told ******, the number of windows and doors. He didnt add any glass breakers, and only 2 sensors left for windows when I have 5 openable windows, so nothing to monitor the living area and 3-bedroom windows for burglary. I assumed he reduced the equipment to give me the discount and I didnt pay attention to the equipment in the contract has been changed or different from what we discussed. As a result, I requested the technician add 3 extra glass breakers. I asked the technician about the financial implications: he categorically told me it will increase my financing by an extra $2 each ($6 total). HE never told me to pay out of pocket. Suddenly, I got my account charged for $405.94 I spoke to customer service I was issued a return label; the rest of the equipment or monitoring system is of no use if my living room and 3 bedrooms windows are not protected I want my $405.94 refunded and to be added to the financing as discussed. Then the increase from the three equipment be added to the initial $77.48. Not higher than $84 in total. . I would rather want everything as stated verbally or in written. Or please honorably cancel my contract and get your equipment. Everyone seems not truthful or trying to force me to pay their own price. Security starts from integrity of information.Business response
10/23/2024
****** *******
********************************************************
October 23, 2024
Customer #*********
Case #********
Mr. ****** *******,
This letter is in response to your complaint regarding your Brinks Home account. Thank you for taking the time to discuss your account with me. To recap our conversation, we will issue a refund for the sensors that were sent back once the equipment has been received in our facilities. Unfortunately, we are unable to adjust your loan with *******, as it has already been paid and agreed upon prior to the technician's appointment. I will follow up with you once we have received the equipment to discuss the next steps. Thank you for choosing us as your monitoring service provider. 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
10/16/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I think I have been treated unfairly as I had to pay the monitoring fee AFTER I disconnected the service. I called in on August 12, 2024 to stop the service, before the billing date that was usually on every 15th of the month. However I just got the letter that I still owed the last month bill and was told that I had a contract to fulfill and I had no choice but to pay $31.01. As far as I am concerned that I have no contract associated with the account, moreover when I called in to cancel the service I was not warned that I had a contract to finish if there is any. I feel that I have been duped.Business response
10/21/2024
***** Jie
************************************************************
October 21, 2024
Customer #*********
Case #********
Mr. ***** ****
This letter is in response to your complaint regarding your Brinks Home account. Please be advised your account is inactive and the final bill balance of $31.01 has been paid.Currently your account reflects a $0.00 balance.
Our records indicate that you contacted our office on August 12, 2024; to request cancellation and your account was subsequently closed on September 11, 2024. The agent advised you of the 30-day cancellation process, and a DocuSign cancellation document was sent to the address provided. The final prorated bill payment of $26.01 was posted on August 16, 2024. As this amount was not paid, a late fee was applied on September 20, 2024. You settled both the $26.01 and the $5.00 late fee on October 15, 2024. Brinks has respectfully declined your request for a refund.
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
10/21/2024
I have reviewed the business response and accept this resolution.Initial Complaint
10/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Spoke with manager ******, ***** ********* on dates 10/11 & 10/12/24. To date no one has called back to schedule a date/time to fix a broken unmonitored residential alarm unit. No one will return our calls. We are paying for a service but provided. This behavior is criminal and they are supposed to be securing our residence. We demand a refund and that they come and get their subpar equipment !!!Business response
10/18/2024
Dr. Katandria Love *****
************
********************
October 17, 2024
Customer #*********
Case #********
Dr. Katandria Love *****,
Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, Brinks Home agreed to repair your keypad under the Brinks Home Protection warranty. The service technician visit that we offered was for today October 17, 2024, and due to no call back we were unable to send a technician out. Our next appointment is October 28, 2024, between 12-5pm. Please contact me directly to schedule and secure your service visit. 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
*******************Initial Complaint
10/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Brinks Home claims I have a contract with them but I not I did not extend the contract. Where for I had a right to leave Brink Home and the service they where providing in the past. I have been with Vivint Home Security since July 2024. Brinks Home continues to call and harass me three and four times a day for the last two months, they also continue to seen bills in the mail for a service render. To remedy this problem I would like to have no further contact with Brinks Home and no contact with me.Business response
10/17/2024
Rayotha McKinney
1218 McAdoo Street
Forrest City, AR 72335
October 17, 2024
Customer #603468893
Case #22415770
Mr. Rayotha McKinney,
This letter is in response to your complaint regarding your Brinks Home account. Our records indicate you contacted Brinks Home on July 25, 2024, and requested the cancellation of service citing a change in alarm service providers. The agent advised you of the cancellation process and a docusign was sent to the email address of record to initiate your request. You confirmed you received the docusign and would complete the cancelling process as instructed and ended the call. There is no record of the docusign being returned as instructed to complete the cancellation process and as a result your Brinks Home account remained active.
To resolve this matter, your account has been scheduled for cancellation effective November 16, 2024, and as a courtesy the bill balance cleared. Currently your account reflects a $0.00 balance. 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,
Rickey Ashley
Executive Response Team
1-888-758-5900 ext. 70253Customer response
10/17/2024
I have reviewed the business’ response and accept this resolution.Initial Complaint
10/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I told Brinks Home customer service I wanted to discontinue service because we were switching to Simplisafe. My two year contract with them had long expired. They agreed to do so but kept on billing me anyway. So I called them a second time and asked to cancel. They said sure, as long as I paid the $112.28 I "owed,"( i.e., bills they'd kept sending after my first cancellation attempt). To get rid of them, I sent $112.28 (check# **** dated 10/16/22).Next month, Brinks Home sent another monthly monitoring bill. I called customer service & told them I'd already cancelled twice & "settled up" with them. Their response was that the account was still active because I had failed to submit a service cancellation form--which NO ONE in Brinks Home customer service had ever mentioned, much less sent to me. Before we hung up, I asked for a cancellation confirmation. I signed the service cancellation form and returned. But no confirmation was ever sent. So Brinks Home kept on sending monthly bills, which I refused to pay. I knew no matter what I did, they had no intention of ****************, I received a collection letter from ******************* indicating that I now owe $217 for a service I asked Brinks Home twice verbally and once in writing to cancel. AND upon a second attempt at cancellation, paid them $112 I didn't rightfully owe. These people should not be allowed to ruin my credit score as retribution for their failed attempt at what basically amounts to extortion. Your numbers don't lie. Over ***** people have filed BBB complaints against Brinks Home in the past 3 years, most of them related to dishonest dealings. No doubt this is only a small percentage of the customers they've deliberately cheated. If there are any doubts about the veracity of my story, I would encourage you to check my credit score/reputation vs. the staggering number customers who have filed ******************** complaints against Brinks Home.Business response
10/21/2024
****** ******
****************************************************************************************
October 21, 2024
Customer #*********
Case #********
Mr. ****** ******,
This letter is in response to your complaint regarding your Brinks Home Account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised your Brinks Home account is inactive. In your complaint you requested a billing adjustment.
After thorough investigation, our records indicate your spouse contacted our office on December 16, 2022, to request cancellation of the account.A DocuSign was sent to the email address provided by her, which was not signed as instructed to complete the cancellation process. She subsequently reached out to our office on December 28, 2022, to request another DocuSign, which we sent to ***************** On December 29, 2024, we received the signed DocuSign. The account was cancelled on January 28, 2023, with an outstanding balance of $133.84.
Our records indicate the account in question was cancelled and due to the nonpayment of the past due amount was subsequently placed in collections. Therefore, based upon our findings, Brinks Home respectfully declines your request for a billing adjustment. Any further correspondence regarding this account should be directed to the agency assigned.
Zion/Collection Perfection
Phone# ************ and ************
Sincerely,
********* ***
Executive Response Team
*******************
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Get a QuoteCustomer Complaints Summary
6,331 total complaints in the last 3 years.
922 complaints closed in the last 12 months.