Complaints

This profile includes complaints for Skyline Security Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Skyline Security Management, Inc.

  10642 Downey Ave #205 Downey, CA 90241-3442

  
• 

  Skyline Security

  6420 Richmond Ave Houston, TX 77057

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brinks, Skyline cold called me and OFFERED the SAME EXACT SERVICE AND EQUIPMENT as I already had. After 3 months of back and forth with Brinks/SKYLINE billing and installation. Skyline ******* Fabiana, ******** etc told me. Skyline informed me after several months of them owning the camera issue they wanted me to PROVE that their sales *** committed to the same value of what I already had installed. Skyline REFUSED to negotiate a price or a reasonable cancellation fee. Skyline management then wrote in my account that I REFUSED technical service. Today Feb. 25 I am again requesting cancellation of all services and all money collected be enough to suffice our agreement. Skyline FAILED to install equipment of equal value as promised.

  Business Response

  Date: 03/05/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. ******** concern.
  
  First, Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include:
  
  1) Skyline completed a recorded pre-install survey wherein Ms. ******* was given an opportunity to: a) indicate if she had any concerns. During this call, Ms. ******* confirmed the monthly and financed rate of $65.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales ***resentative made any statements that could be construed as questionable. In each case, Ms. ******* answered that there were no further concerns.
  
  2) In this same call, Ms. ******* acknowledged she understood that Skyline did not take over and was not affiliated with any other company.
  
  3) After the installation, Skyline completed a second call with Ms. ******** which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Ms. ******** she demonstrated a full understanding of the Agreement terms. During this call, Ms. ******* mentioned she was happy with the installation. 
  
  4) Further, Ms. ******* was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her purchase of the system. However,  Ms. ******* did not avail herself of this right. 
  
  The installation took place on 09/22/2023, and it took the customer close to two months (11/08/2023) to contact us with the intentions of cancelling the service due to equipment that was promised wasnt provided.
  
  Our records indicate that our Loyalty team advised Ms. ******* that she had signed up and the agreement equipment list reflects 1 panel and 1 medical pendant. She was told about the Early Termination Fee at the time, and then Ms. ******* requested a monthly monitoring rate reduction. She alleged that we were supposed to cancel Ms. ******** account with her previous company. Ms. ******* was advised about the final payoff and the documents needed for the buyout but refused to provide this documentation.
  
  Ms. ******* was educated multiple times on the Early Termination Fee, but demanded to speak with supervisors, management, and the owner.
  
  Our records indicate that on 11/20/2023 a tech went to Ms. ******* home and notated that 3 out of the 4 cameras were third party and not from the previous company, regardless, Ms. ******* was approved for a doorbell, but after back-and-forth communication with the sales *** and management, she decided to go on with the cancellation, declining on the doorbell and refusing any assistance from us.
  
  Again, on an escalation call on 12/14/2023, Ms. ******* was giving the option of a service visit and lowering the terms. Ms. ******* declined all options.  
  
  The next interaction with Ms. ******* after all the above was on 02/24/2025 and Skyline offered the option to internally investigate to come up with a final resolution.
  
  According to the notes in the account, we acted in good faith throughout her attempts to cancel and Skyline has determined that Ms. ******* will be held responsible for the terms and conditions of the agreement. Should Ms. ******* wish to terminate her agreement with Skyline before the end of the term, she will be held responsible for an Early Termination Fee. Should Ms. ******* wish to discuss this matter further,  she may contact Skyline directly at *************.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/15/23 a Skyline representative knocked on my vacant parent's home while I happened to be there. I explained the home was vacant and we were putting it up for sale in a couple months. When the installer mentioned he installed a XXXXXX monitoring company system that had a mobile app, I was excited as I told him I had to keep driving over to address alarm issues with the current alarm system. He told me I could cancel at any time and never mentioned a 60-month contract. I agreed to switch companies, but when I asked if he was going to print a copy of the contract for me, he said it would be emailed; that was a red flag, but he seemed to be who he said he was. After that meeting, I called Skyline and confirmed he was in fact their employee. The system was installed the next day. I never saw a contract, and I went online several times to XXXXXX's website but could never locate one. After I sold the house (it took several months), I contacted XXXXXX to shut off the monitoring, and that's when I learned about the 60-month contract. I did locate an email from Skyline with a link to download the electronic document but didn't see it back then as far as I can tell; mainly because monitoring correspondence from XXXXXX started the same day so I had no need to speak with Skyline again. As we were selling the vacant house, I would never have agreed to install a new system and switch monitoring companies if I knew there was a contract of any length, let alone 60-months. Skyline says they can do nothing after they turn the contract over to the monitoring company, and XXXXXX says all they can do is see about a possible reduction of the $2,301.20 contract buyout amount.

  Business Response

  Date: 02/25/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Mr. ******** concern.

  First, Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include:

  1) Skyline completed a recorded pre-install survey wherein Mr. ******* was given an opportunity to: a) indicate if he had any concerns. During this call, Mr. ******* confirmed the monthly and financed rate of $53.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. ******* answered that there were no further concerns.

  2) In this same call, Mr. ******* acknowledged he understood that Skyline did not take over and was not affiliated with any other company, and during this call, Mr. ******* mentioned he did not want to continue with his previous company and that the equipment stopped working at that time. 

  3) After the installation, Skyline completed a second call with Mr. ******** which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Mr. ******** he demonstrated a full understanding of the Agreement terms. 

  4) Further, Mr. ******* was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with his purchase of the system. However,  Mr. ******* did not avail himself of this right. 

  The account has been fully acquired by Brinks Home Security since November 2024. As a result, Skyline is unable to make any further changes or address Mr. ******** concerns.

  Please redirect this complaint to:
  Brinks Home Security 
  1990 **************************
  ****************
  **************
  

  
  

• Initial Complaint

  Date:02/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 9/30/24 a girl came around and offered a package deal with century link and brinks. i was to pay century link ***** and brinks ***** per month. well i paid them both on 10/24 and century link would not follow through with the agreement and they charged me a late fee plus they increased my payment above what it originally was. so we told ****** to come and get their equipment that we did not need it because thee whole deal was a fraud. instead of coming and getting their equipment they keep calling us with threats, now they want to charge us over ******** if they have a package deal with century link why didn't they try to help us get century to work this all out. anyway we are in our late seventies and cannot afford all this. please help.

  Business Response

  Date: 02/14/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Mr. ******* concern.
  
  First, Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include:
  
  1) Skyline completed a recorded pre-install survey wherein Mr. ****** was given an opportunity to: a) indicate if he had any concerns. During this call, Mr. ***** confirmed the monthly rate of $45.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. ****** answered that there were no further concerns.
  
  2) In this same call, Mr. ****** acknowledged he understood that Skyline did not take over and was not affiliated with any other company. 
  
  3) After the installation, Skyline completed a second call with Mr. ******* which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Mr. ******* he demonstrated a full understanding of the Agreement terms. 
  
  4) Further, Mr. ****** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with his purchase of the system. However,  Mr. ***** did not avail himself of this right. 
  
  According to our records, Skyline has attempted several times to contact Mr. ****** to provide the information in regards to the monthly rate and the promotion that was offered at the moment of the sale, however, Mr. ****** has not allowed the representatives to share this information with him. 
  
  Skyline has determined that Mr. ****** will be held responsible for the terms and conditions of the agreement. Should Mr. ****** wish to terminate his agreement with Skyline before the end of the term, he will be held responsible for an Early Termination Fee. Should Mr. ****** wish to discuss this matter further,  he may contact Skyline directly at *************.

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this on behalf of my elderly mother. This a follow up to an existing complaint (#********) which I am no longer able to access for some reason. There has been no response or resolution to this issue. Brinks/Skyline has been notified that my father (the account owner) who they have been harassing repeatedly and refusing to answer any questions about or cancel this contract and remove their broken equipment has passed away. (Note: He is a retired, 100% disabled military veteran and she is now a veteran's widow).Yet and still, they refuse to respond and continue with their tactics even reporting the account to the credit bureaus attempting to ruin my 93 year old mother's perfect credit and causing additional anxiety beyond belief. It is despicable and needs to be stopped. For years, my mother has honored her obligations under the contract, continuing to make payments **despite** your companys outright refusal to act in good faith. Now, in the wake of my fathers passing, your continued harassment and non-responsiveness is causing extreme and unnecessary distress during an already painful time. Enough is enough and she needs to be left alone to grieve in peace Our formal notice is that: 1. The contract must be canceled immediately.2. All erroneous credit bureau reporting must be retracted without delay.3. Your broken and non-functional equipment must be removed at once as the home will be sold.Any further communication on this matter must be directed to me, her son. My contact information has been provided, and a copy of my fathers death certificate is attached. Failure to act on this matter immediately will result in legal action, complaints to consumer protection agencies, and exposure of these unethical practices through all available channels. My mother deserves to be left in peace to grievenot subjected to intimidation and financial abuse.

  Business Response

  Date: 02/14/2025

  Skyline is in receipt of the complaint of **** ***** concerning ****************** account. 
  
  Unfortunately, the account has been fully acquired by ****** Home Security on 12/30/2022. As a result, Skyline is unable to make any further changes or address Mr. ****** concerns.
  
  Please redirect this complaint to the following:
  Brinks Home Security 
  1990 **************************
  ****************
  **************

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/8/2023 a Skyline Security Management company representative named ****** come to my door offering home security services. At that time we were with ADT and had been since 2005.****** advised me that he is aware that we dont have a contract with *** and that we can cancel services at any time. He explained that he is offering 50% cheaper rate with brand new equipment.****** was a good "salesman" as he sold me on the idea of amazing services for 50% cheaper, no contract, so we agreed. He sat in my dining room, drafted a ADT cancellation letter and the contract, collected payment and said someone will come by later that day to install a front doorbell camera, door and window chiming, and motion sensor. A gentleman came and installed it. When he set up the app on our phones the video wouldn't load, we couldnt see anything. He said to give it a few hrs as it was just installed and sometimes it takes a while. My husband and I were reluctant but said ok we will wait. The day after doorbell camera still wasnt working, we couldnt arm the system because one of the window security chimes wasnt working and it would let us bypass. I reached out to ****** to tell him to come back and fix it. (he told me to contact him for any issues;that he is our main contact) Same gentlemen came and fix it and the picture was finally there. In July i contacted ****** again, they "fixed it" and left. After that ****** stopped answering my calls. I started reaching out to Skyline Security and they sent someone out a few times. Each time they came out i was told its fixed, but it wasnt. The system never worked. If someone rang the doorbell the system wouldnt show me a picture, it just kept saying try again. Window monitors fell off a month later, motion sensor fell off many times, we had to glue it back. After months of issues, start of 2024, i cancelled my account with *********************************************. Today i found out they didnt cancel it but sold it to Brinks and sent us to collections without telling us

  Business Response

  Date: 02/14/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Mrs. ********** concern.

  First, Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include

  1) Skyline completed a recorded pre-install survey wherein Mrs. ********* was given an opportunity to: a) indicate if she had any concerns. During this call, Mrs. ********* confirmed the monthly and financed rate of $70.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mrs. ********* answered that there were no further concerns.

  2) In this same call, Mrs. ********* acknowledged she understood that Skyline did not take over and was not affiliated with any other company, and during this call, Mrs. ********* mentioned she did not want to continue with her previous company and that the equipment stopped working at that time. 

  3) After the installation, Skyline completed a second call with Mrs. ********** which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Mrs. ********** she demonstrated a full understanding of the Agreement terms. 

  4) Further, Mrs. ********* was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her purchase of the system. However,  Mrs. ********* did not avail herself of this right. 

  5) According to our records, Skyline contacted Mrs. ********* on June 2024 because there was a past due balance, during this call Mrs. ********* stated she was having issues with the doorbell and in order to pay the past due balance, she needed a technician to resolve the issue. A technician was scheduled and on June 24, 2024, Skylines technician resolved the issue with the doorbell. Skyline does not have any more records of further contact or a cancelation request.
  

  The account has been fully acquired by Brinks Home Security since June 2024. As a result, Skyline is unable to make any further changes or address Mrs. ********** concerns.
  

  Please redirect this complaint to:
  Brinks Home Security 
  1990 **************************
  ****************
  **************

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22839208
  
  I am rejecting this response because:

  While Skyline asserts that I was given an opportunity to raise concerns during a recorded pre-install survey, the mere existence of this process does not guarantee that I was fully informed or that the terms were adequately explained. The fact that I confirmed a monthly and financed rate does not preclude the possibility that the total financial implications, additional fees, or alternative options were not sufficiently clarified. In fact, everything mentioned was not fully explained. Sales representative indicated to just say "yes, to get it going" as those are some basic questions.

  Agreements of this nature are complex, and a brief survey does not ensure a full comprehension, particularly if key details were downplayed or misrepresented at an earlier stage. The claim that I had the chance to indicate any questionable sales tactics does not mean such tactics did not occur. Sales tactic applied was the "taking advantage of frustrations and being out Saviour". Lack of the necessary information to dispute statements at the time of the survey, especially since we were led to believe that we are receiving the best possible deal. Skylines reliance on a recorded confirmation does not negate the possibility of misleading or incomplete sales practices. My responses during the pre-install survey should not be taken as conclusive evidence or as a fact that i was fully aware of all terms and potential concerns regarding the agreement. 

  I was misled by your sales representative who gave me incomplete information at the outset, I did not recognize the need to cancel within the allotted time, 3 days. Your sales representative stated following "I am your point of contact, here is my cell phone number, call/text me with any issues, i will take care of everything and anything". It is very obvious that I was lied to, he misrepresented facts related to contract referenced above by Skyline.

  In paragraph 5. Skyline mentions that my first contact was June 2024. That is absolutely incorrect. My first issue with the system was 7/19/2023. I have text messages between myself and Skyline's representative ****** as proof. Skyline's technicians were at my house multiple times attempting to correct the issue. But where NEVER able to do so. (I have also requested 2023 call records from *** as i have contacted ****** and Skyline on multiple occasions.)

  I am disappointed in Skylines response. They employ deceiving sales representatives who use every tactic available to them just to sell. Once the sale is complete the client is abandoned. 

  Sincerely,
  
  ****** *********

  Business Response

  Date: 03/05/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Mrs. ********** concern.
  
  Skyline has several processes to ensure the customer is fully aware of the terms and conditions of what they are purchasing. Including both pre-install and post-install surveys, also a third survey completed with Brinks. 
  
  Additionally to this, during these calls, Mrs. ********* confirmed her email address was the address to which the contract was sent for her records. On this contract, Mrs. ********* was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her purchase of the system. However,  Mrs. ********* did not avail herself of this right. 
  
  In June 2024, because there was a past due balance, and Skyline contacted Mrs. ********* during this call, Mrs. ********* stated she was having issues with the doorbell, and in order to pay the past due balance, she needed a technician to resolve the issue. A technician was scheduled and on June 24, 2024, Skylines technician resolved the issue with the doorbell. 
  
  Skyline does not have any more records of further contact or a cancellation request.
  
  As mentioned above, the account has been fully acquired by Brinks Home Security since June 2024. As a result, Skyline is unable to make any further changes or address Mrs. ********** concerns.
  
  Please redirect this complaint to:
  Brinks Home Security 
  1990 **************************
  ****************
  **************

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 31-Dec-2024, a sales representative of Authorized Residential Operations representing Fiber First / SkyLine, sold me a package of Phone, Internet and TV that "Included" a Brinks Home security system within the package that would save me exactly $100.00 a month.On January 8, 2025, I received a call form a field operator asking question about the purchase order, and I was advised that my order was then subsequently canceled dur to the provider not being able to fulfill the full order. I was advise my order was ************* I contacted sales, to ensure the Brinks was also stopped, and informed that Brinks was a separate package. Sales do NOT represent that as such, nor informed me that if the other items did not deliver, Brinks would be a separate line item.This feels like ****** has sent out sales people to make promises to save me money, and then when they cannot deliver, I am on the hook for a new service I did not request, want or ask for, and even asked to NOT have the security system, but was told it is all part of the same package.

  Business Response

  Date: 02/14/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Mr. ****** concern.
  
  Skyline takes numerous steps to ensure that each customer is fully aware of what they are, in fact, purchasing and that they are fully satisfied upfront. 
  
  Skyline completed a recorded pre-install survey wherein Mr. ***** was allowed to: a) indicate if he had any concerns. During this call,  Mr. ***** confirmed the monthly rate of $63.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. ***** answered that there were no further concerns.
  
  According to our records, as of February 14, 2025, Mr. ******* account has been canceled without penalty. Skyline will be contacting Mr. ***** to schedule the system pull. 
  
  If Mr. ***** has any further questions, he may contact Skyline directly at **************.

  Customer Answer

  Date: 02/19/2025

  Hello I am contacting you to cancel my complaint #********. I no longer
  need services, they sent me a cancellation email File number from Skyline is
  CIC 25-001430. If you need to get in contact with Skyline please email them
  *********************************************************************************************************

• Initial Complaint

  Date:01/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertisement of services! Never provided a printed contract nor explained ANY penalties!!! Was explained that this was month to month and could be terminated at any time!

  Business Response

  Date: 01/14/2025

  Skyline is in receipt of the complaint of ****** ******. 
  
  Skyline takes numerous steps to ensure the customer has a full understanding of what they are purchasing. Including the pre-install and post-install survey wherein the customer is provided with the terms and conditions of the agreement. 
  
  Unfortunately, the account has been fully acquired by Brinks Home Security. As a result, Skyline is unable to make any further changes or address Ms. ****** concerns.
  
  Please redirect this complaint to:
  Brinks Home Security 
  ***********************************************
  ****************
  **************

• Initial Complaint

  Date:12/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 27, 2023 I was approached by a ****** representative with a badge that said Brinks Home Security. Later found out he was employed by Skyline. He said our equipment was initially installed by ****** and we could switch from ADT to Brinks with a much better rate. He told me I had to get the 5 year contract for the best rate but I had to give my routing numbers and couldn't use the credit card. That was a lie. He quickly swiped through the terms of the contract which was several pages long and needed a magnifying glass to read. Like a fool, I believed him. He made multiple promises. He told me the monthly charge was locked in and that would be in his notes. Claimed the charge would be cut in half once the contract reached certain duration. Again, in his notes. Never offered the 36 month contract which I found out later was an option. Told me I could get out of the contract at any time....in his notes. Told me the $54.99 included all taxes and fees. Not true. Promised me a copy of his notes during his in home visit as well as on the phone later. He eventually stopped answering the phone and emailed a copy of the contract I already had. Before he left he helped me set up the app on my phone so I could access everything through Brinks. Again, because they are Skyline, all "administrative affairs" have to go through them so the app is unusable. That was another piece of news he had not shared. If I contact Brinks, they quickly refer me back to Skyline. I read where there have been lawsuits against them from *** for targeting customers and luring them away. "The ********************** industry has its own Code of Ethics and Standards of Conduct, which requires that companies truthfully and clearly identify themselves by name...at the initiation of a sales presentation, without request from the consumer. This company has no ethics. I'm 72 and thought I was smarter than I was that evening. Beware!

  Business Response

  Date: 12/09/2024

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. ******** concern.
  
  Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure that each customer is fully aware of what they are, in fact, purchasing and that they are fully satisfied upfront. 
  
  1) Skyline completed a recorded pre-install survey wherein Ms. ******* was allowed to: a) indicate if she had any concerns. During this call,  Ms. ******* confirmed the monthly and financed rate of $54.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Ms. ******* answered that there were no further concerns.
  
  2) On this same call, Ms. ******* acknowledged that she understood that Skyline had not taken over and was not affiliated with any other company. And Ms. ******* confirmed the email where the agreement was sent as hers. 
  
  3) After the installation, Skyline completed a second call with Ms. ******** which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Ms. ******** she demonstrated a full understanding of the Agreement terms. 
  
  4) Further, Ms. ******* was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her purchase of the system. 
  
  Ms. ******* requested to cancel the account during these three days, however, she verbally accepted a new agreement for thirty-six months, and she signed a new contract on November 29/2023. During this call Ms. ******* asked if after 36 months she would be out of contract and Skyline confirmed this as true, Ms. ******* agreed to the rate and term in the save call. 
  
  According to our records, on December 2023 Ms. ******* submitted a complaint to the Washington Attorney General's Office. This complaint was dismissed after Skyline submitted proof that Ms. ******* was properly informed of the terms and conditions of the agreement. 
  
  In accordance with the above, Skyline has determined that Ms. ******* will be responsible for the agreement's terms and conditions. Should Ms. ******* wish to terminate her agreement with Skyline before the end of the term, she will be responsible for an Early Termination Fee. If Ms. ******* has any further questions, she may contact Skyline directly at **************.

• Initial Complaint

  Date:12/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2022, an employ of skyline security knocked on our door saying we needed to upgrade our ADT system and offered a better monthly payment. This all sounded great and we scheduled for him to come by a different day for us to go over the details.When he came back to review the plans he had to offer is when I found out that he wasn't actually with ADT and instead with ******. He told me that *** had been getting into some legal trouble due to some bad business practices and they had moved to Brinks. At this point, I should have realized this person wasn't even with Brinks and instead was with Skyline Security. As we were going over the plans, I repeatedly asked if I switched to brinks, would I be locked into a contract. Each time he told me no and that I could cancel at any time. While this is technically true, I will later find out it is not the full truth. We were also told they would contact *** and cancel our services but they never did. Due to a miscommunication between my wife and I, we double paid for a year and half before figuring it out. I have the signed paperwork, authorizing Skyline to do the switch **********, I called brinks to cancel my service since we have sold the house. They informed me that I had signed a 60 month contract and that I would owe ~$1,300.1. The sales person approached me as though he was with ADT and wanted to upgrade my system.2. Once he was in my house, It was clear that he was actually with ******.3. Told me repeatedly that I could cancel my service at any time leaving out the, you will owe part.4. never actually canceled our ************ causing us to over pay for a year and half.5. Today I found out he wasn't even with ****** at all and was an employee of Skyline Security.While most of this could have been avoided had I looked closer at things but this I clearly a very predatory company with very sneaky ways of getting you to buy in. I would have NEVER signed a 60 month contract for something like this.

  Business Response

  Date: 12/09/2024

  Skyline is in receipt of the complaint for ******* ***** account. 
  . 
  The account has been fully acquired by Brinks Home Security. As a result, Skyline is unable to make any further changes or address *** and Mr. ***** concerns.
  
  Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include: 
  
  1) Skyline completed a recorded pre-install survey wherein Mr. **** was given an opportunity to: a) indicate if he had any concerns. During this call, Mr. **** confirmed the monthly and financed rate of $47.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. **** answered that there were no further concerns.
  
  2) On this same call, Mr. **** acknowledged that he understood that Skyline had not taken over and was not affiliated with any other company. And Mr. **** confirmed he read and signed the takeover acknowledgement which indicated the same. 
  
  Skyline attempted several times to complete the post-install survey with *** ***** but the contact number provided was unresponsive. 
  
  3) Further, *** **** was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her system purchase. However,  *** **** did not avail herself of this right. 
  
  5) Our records show *** **** or Mr. **** did not report any issues within the first year after the installation. 
  
  Please redirect this complaint to the following:
  Brinks Home Security 
  ***********************************************
  ****************
  **************

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In NOV 2022 we were presented from Skyline Security a deal to change our home security system from existing ADT to Brinks Home Security. The copy of the contract we were provided said nothing about a 60 month commitment and we were under the impression that we were only obligated for 6 months and could cancel at any time. The system has not worked properly and numerous attempts to get them to understand we live in a county island and did not need an alarm permit from the city failed, thus resulting in the system not allowing us to arm it and being useless. Waste of time and money, and ****** provides horrible customer service, now also saying they have heard this many times from customers who were misled by their subcontractors. What a scam. Now they want to charge us for the remaining 3 years for a non-service that has never worked correctly to begin with a whopping $1,150 to a veteran and senior citizen! BEWARE of this sub and that ****** absolves themselves for any responsibility for fraudulent companies such as this. I want out of the ****** deal without paying a penalty - we already paid for 2 years of non-service of $959.04 could not arm the system or get it resolved.

  Business Response

  Date: 11/22/2024

  Skyline is in receipt of the complaint for ***** *****
  . 
  The account has been fully acquired by Brinks Home Security. As a result, Skyline is unable to make any further changes or address Mr. ****** concerns.
  
  Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include: 
  
  1) Skyline completed a recorded pre-install survey wherein Mr. ***** was given an opportunity to: a) indicate if he had any concerns. During this call, Mr. ***** confirmed the monthly and financed rate of $37.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. ***** answered that there were no further concerns.
  
  2) On this same call, Mr. ***** acknowledged that he understood that Skyline had not taken over and was not affiliated with any other company. And Mr. ***** confirmed the email where the agreement was sent as his. 
  
  3) After the installation, Skyline completed a second call with Mr. ****** which inquired about the pre-install survey and other quality assurance measures. As above, Mr. ***** did not note any questions, concerns, or issues; he demonstrated a full understanding of the Agreement terms. 
  
  4) Further, Mr. ***** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with his system purchase. However,  Mr. ***** did not avail himself of this right. 
  
  5) Our records show Mr. ***** did not report any system issues the first year after the installation. 
  
  Please redirect this complaint to the following:
  Brinks Home Security 
  1990 **************************
  ****************
  **************