ComplaintsforBriscoe Protective LLC

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired *********** (since acquired by Briscoe Protective) in 2016 for alarm monitoring at 25$ per month, payable quarterly. I paid this amount for the past 7 years by check via my banks online bill pay service without incident. In November 2023 I moved and requested alarm services be terminated. We originally tried to contact *********** but found Briscoe Protective had bought this company after some research. After several weeks of delay, Briscoe Protective contacted us and said they could not terminate service unless we signed a request via docusign, and that we owed over 300$ for past due payments which they claimed had been delinquent since February 2023. I explained that we had made all payments for 2023, and provided check numbers, my bank records showing the checks were cashed, and copies of the two most recent endorsed checks. The checks were endorsed by Taurus security systems dba ***********.The staff at Briscoe stated that they had merged with *********** and that my payments should have been forwarded to them but some may not have made it. After I sent proof of payment, they found one payment but stated they could not find the others and refused to credit me for those payments even though my bank records show they were cashed by them.I have repeatedly asked Briscoe to credit the 300$+ of payments they clearly lost, and they have refused to do so. I have also asked them to verify the debt by sending me any paperwork, invoices, payment history, really anything to prove the amount they claim I owe. They have not produced anything and instead have repeatedly sent me a docusign document request to sign a document that states I owe them 300$+, and have now started sending me collection notices for $470+I am happy to pay any balance due after my account is credited with the payments I made, however this company has refused to provide me with that information and instead continues to send me collection notices for an incorrect amount.

  Business response

  01/25/2024

  Dear *****,
  
  In response to your complaint, *********** is still in business and your account was acquired by Briscoe Protective last year.

  
  A letter with the new remittance address was mailed by Briscoe Protective to all the *********** customers back in January 2023 (see attached). Please be advised that the remittance is also sent out on each of the invoices you have received since that date. The balance indicated to you previously, is still owed to Briscoe.
  

  As we have discussed with you, the checks you sent to *********** were cashed by them and not Briscoe. Briscoe contacted *********** regarding those payments, and they said it was for an outstanding balance from 2022.
  

  For any further disputes regarding the past invoices paid to ***********, please reach out to them directly at ************ as they are still in business.

  Sincerely, 

  *************************

  COO

  Business response

  01/25/2024

  Dear *****,
  
  In response to your complaint, *********** is still in business and your account was acquired by Briscoe Protective last year.

  
  A letter with the new remittance address was mailed by Briscoe Protective to all the *********** customers back in January 2023 (see attached). Please be advised that the remittance is also sent out on each of the invoices you have received since that date. The balance indicated to you previously, is still owed to Briscoe.
  

  As we have discussed with you, the checks you sent to *********** were cashed by them and not Briscoe. Briscoe contacted *********** regarding those payments, and they said it was for an outstanding balance from 2022.
  

  For any further disputes regarding the past invoices paid to ***********, please reach out to them directly at ************ as they are still in business.

  Sincerely, 

  *************************

  COO

  Business response

  02/05/2024

  *****,

  Your account with ******************** is cancelled with a zero balance owed. For any further payment inquiries made to ***********,please reach out to them directly. Thank you. 

  Regards,

   

  Customer response

  02/05/2024

   

  Ok, thank you Briscoe Protective for  addressing this, and thank you BBB for helping me resolve this. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  
  
   
  

  
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had an alarm system with this company for years. Had an issue that with the major rains and had a leak internal in our house. The alarm got wet and was told 6/17 that we needed a new system. Waited till August 1, having called numerous times. No response but they did answer phone but never got back to me. Needed new equipment. On August 1 called ******* security system, they were in my house with in three hours had a new system installed three days later. Have called numerous times since then. Had to prepay the year for service and at the time of disruption and no new system they owed me for 8 months. at $80.00 plus tax. Was told by girl in office a check would be sent for $640 plus tax. It is now September and still no one taking responsibility. Talked with two representatives there ***** and lastly ***** who took paperwork i was given.

  Business response

  09/18/2023

  Hi **********************, 

  Weunderstand you are working with ***** to rectify this issue. We apologize for any confusion and we hope to have this resolved for you shortly.

  Thank you for your patience. 

  Regards,

  *************************

  COO Briscoe Protective

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a customer with this alarm company for years, dating back to when it was known as Worldwide Security. Now, from what I understand, Briscoe Protective (the current name) is owned by another company. As others have complained, Briscoe sought to upgrade our connection to 5G, while imposing costs on us to do so. Yet the total connect service stopped working long ago. When I reached out about an upgrade and a new contract (after calling two or three times), I received an agreement more suitable for a commercial customer, although ******************** agreed to perform the $199 upgrade at no charge in return for, at first, a two-year contract. An automatic renewal provision, discretion to increase the price of the contract by 15% after its expiration (yes, after), a requirement to do a "daily walk test" of the motion detection sensors, a 60-day notice of termination clause, and other similar provisions are not appropriate for a residential customer. Not only that, but charging $10 per month for "total connect," which simply gives you app functionality on your phone or desktop, is unreasonable. To all of these concerns, I was told there is nothing that could be done. Unfortunately, I've been paying for total connect for at least the last year without receiving any functionality. Additionally, there have been changes to the central station, which is barely responsive and does not appear to have a direct dial number (unlike in the past). The lack of responsiveness resulted in the police visiting my home one evening based on a false alarm I was unable to cancel. The sales operation also seems to be located out of state and potentially understaffed, which makes it difficult to connect with people for service calls and the like. In short, I've got significant reservations about dealing with this company and would advise anyone considering it to do a deep dive on competitors before proceeding.

  Business response

  06/27/2023

  **********************,
  
  We appreciate your business over the years and apologize for the frustration you're experiencing. The contract offered is a residential agreement and is standard across all of our customer base. Unfortunately, the pricing that we offered is the lowest we can give for these services, and we have offered to upgrade the radio at no cost to you. If you do not wish to continue services, we can cancel the account and provide the refund that was offered this morning in your discussion with the supervisor. 

  Regards,

  ***********************

  Customer response

  07/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Briscoe's response does not address my lack of access to the Total Connect application during my time of payment, nor the lack of responsiveness of (or direct contact information for) the Central Station during the time of service--and, as far as I know, no refund offer was made to cover those items.  Why obviously commercial contract terms should apply to residential customers is also unclear, as is the automatic 15% charge increase that Briscoe may impose if the contract were to continue.  With that said, if Briscoe plans to offer a proposed resolution it must be in writing.  It is unclear what refund offer Briscoe referenced in its response, and the Briscoe representative with whom I previously spoke did not have authority to address my principal concerns. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/10/2023

  Good Afternoon, I understand you spoke with our supervisor, ****, today. She has set up a service call for you for Wednesday to get your system up and running. As discussed she will call you back once she gets information on the Total Connect App and what that refund amount will be and she is working on the revised agreement and will send it out when complete.

  We hope this satisfies your request. If anything further is needed, please reach out to us at ###-###-####.

  Sincerely, 

  ***** *******

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have used this alarm company for 22 years at my house in *****************, **. It used to be Bellringer, I think Briscoe bought the company at some point.The service has deteriorated drastically whether failure to return calls or emails during which I asked a question about my account.Not too long ago I had booked service with Briscoe and the service person showed up with the incorrect work order and parts! I think this happened twice but I am not positive. Either way the Sales Manager I spoke with had no interest in resolving the situation.The worst part is that this company requires automatic renewal of service annually whether or not they have the customer's credit card. In order to cancel renewal I must reach out to the company, then they send me a Docusign document, legally terminating the business relationship. This becomes challenging when Briscoe does not return calls or emails. I have never heard of such a ridiculous requirement for how a customer can cease their business relationship with a business. This last point is my major issue with Briscoe. Please reach out to them and have them repair this absurd procedure

  Business response

  05/04/2023

  Dear ******************, 

  We are sorry to hear you will be canceling your account with ******************** and apologize for the inconvenience and frustration you experienced recently. I believe ********* has handled your request for cancelation and rectified the issue. Please advise us if that is not the case and if I can be of any assistance. 

  Regards,

  *************************

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. And let me please commend ********************************* for her cheerful and professional assistance. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wish to cancel my alarm company monitoring service with Briscoe Protective. They state that I signed a 5 year contract. I would never have agreed to that. Section 5 of my contract specifies the term. 5 years is crossed out. I agreed to month to month. I have been fighting with Briscoe Protective since November. I want to cancel with them for both of the properties that I own.

  Business response

  04/07/2023

  We apologize for the inconvenience. Someone from our compliance department will be reaching out to you to discuss this matter. Thank you.

  Customer response

  04/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  At the end of November we cancelled our contract with Briscoe after innumerable service issues and lack of protection due enability of their equipment to communicate with our system. We were constantly without protection. We received a letter insisting that we pay them $1000 due to the remaining time on contract. We were never informed of this when we emailed them. Now it is impossible to get ***** to return phone messages(not dissimilar to the technical help we needed). We emailed and offered to settle this amiability without response. There own *********** office people admit to service issues.Briscoe has five year contract. ADT and others have much shorter contracts. Perhaps the reason they have a long contract is so they don't need to offer service knowing we are locked in.I have an email I sent them if you wish, elaborating in detail reasons for discontinuing our contract. Basically Briscoe is in default for not providing us protection.************************** and ***************************** ********************************************

  Business response

  12/15/2022

  ********************, We are aware of the issues at his home and you are correct that there have been some communication issues with the alarm system. However, when a cellular device is installed it uses the networks maintained by ******** or *** and we cant control them.  The alarm system is designed to annunciate at the home to make the homeowner aware that there is an issue, which means the system is doing its job. If you were home you can silence that. If the you are not home, then the beeping will in fact continue but then the beeping shouldnt bother anyone as they arent there. We reject your claim that we are in default of our agreement, as our agreement states that we monitor the signals received by the central station from the alarm system that you own and operate in your home. As you stated in your letter, the system was in the home when you purchased it. The same agreement that you signed also states the 5 year term and cancellation penalties if you wish to cancel. Thank you.

  Customer response

  12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for affirming that our system was not working. Your annunciations occurred randomly throughout the day and night.   Being awaken at 4AM is not acceptable. Having a Briscoe technician telling us to turn off the system as our only recourse was not acceptable. Getting someone to answer you phones to rectify the situation was not acceptable. When we were away from home and receiving annunciations and continuous beeping, of course it was not annoying our ears, it was annoying our phyches, in  that we had no projection for our home when we were out of town. Your system was in  constant dysfunction. We lived in fear of our home burning down or being robbed or vandalized with our system malfunctioning. And there was no one from Briscoe to be awaken or to be available to rectify the situation.  

  I am ***empting to get this behind me and get on with my life. Offer a compromise or we will go to arbitration as provided in your contract.

  PS Please speak to your technical team to ascertain that we were without protection. At home annoyance is a minor issue herein in  relationship to having no connection and no coverage. This is default.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I switched to a new alarm company on 7/16/22. I sent a Briscoe quarterly invoice for service (8/1-11/1) back to them saying I am no longer a customer. I got a follow up call from ***** on 9/20/22 stating that i need to inform them of separation of service via email and that i should b aware that i was still under a contract. I informed her that I never signed a contract with them. Back in **** I signed a contract with GCAlarm who installed my alarm. GCAlarm was bought out by World Wide Security- who was then bought out by Briscoe. On 5/7/20 I had a service rep from Briscoe, ***, come replace a wireless radio. He wrote up an invoice on a standard service contract and filled in costs which reflected the purchase of the replacement radio. *** made notes on the invoice which reflected the actions that transpired. It is very obviously this was an invoice based on ***'s notes "replaced existing radio". *** noted nothing about renewing a contract with Briscoe. ***** emailed me a pdf file of what was signed with *** on 5/7/20. While the first page states Standard Residential Security Agreement, filled in with the cost of the radio, I signed the last page which was the page with ***'s notes. The pdf file is actually incomplete (states 4 pages when there are only 3) and does not include a signed ******** Notice of Cancellation form. I was never told I was signing a new contract and I was never instructed how I would b able to cancel service. Briscoe is being deceptive in their business practices and at this point is harassing me by continuing to send me bills. They have not provided monitoring service since 7/16/22 and I do not feel I owe them any money.

  Business response

  11/10/2022

  We apologize you have had a bad experience.  A representative from our company will be reaching out to you soon.  

  Customer response

  11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Briscoe made the original response of "a representative will be in touch" over two weeks and I am still waiting for some form of contact. Nothing has been done to resolve this issue. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/22/2022

  We apologize for the delay in answering you. We contacted you today and rectified the situation. Please let us know if you need anything else. Thank you.

  Customer response

  11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* ******
  
  
  
   
  
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invalid invoice. Company is charging me for monitoring services for this year and the system has been inoperable. They charged an excessive amount for a service call and were not able to fix the alarm system. They never called to explain the problem, walk me thru an estimate for a new system and explain any features. I sent a cancellation e mail in April to not renew with them and never signed any document to continue to use their service for this current year.The own monitoring system can confirm the system in my house was inoperable. I will pay a reasonable amount for the service call and hope this matter can be closed.

  Business response

  09/08/2022

  Dear ******************,. We are expediting your cancelation request and you should receive a confirmation from our cancelation department. The Briscoe Protective Family strives for a pleasant customer experience and we apologize for any inconvenience and frustration due to the delay in canceling your service.
  
  Please reach out to us at ***************************************************** if you have any questions.

  Regards,

  *************************, COO

   

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  If the invoice for a year of monitoring is cancelled and a reasonable amount is billed for a tech service call I will accept the business response

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

  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paid Briscoe to install an expensive home protection system in my home. Briscoe recently decided to upgrade their network to 5G - and now they are forcing me to pay $349 additional to upgrade my system so it continues to work. Unless I upgrade, they say my system will not function and my home is not protected.How can they do that? I want to stay on the existing 3G or 4G network (which WILL Work - they just choose not to support it) .I do not have the $349 to upgrade this nor do I feel they should be allowed to strong arm me into doing this. But I do need a home to continue to be protected (as it was when I signed the original contract with them and paid for their system). This is WRONG and I need your help to fix it.

  Customer response

  04/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

*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. ↩