Business Profile

Burglar Alarm Systems

Brinks Home

Complaints

This profile includes complaints for Brinks Home's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,295 total complaints in the last 3 years.
677 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/29/2025
Type:Service or Repair 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.
I had Brinks home security monitoring for my house in ********** since 2019. I have been trying to cancel Brinks for months. They said I'm in a contract. I asked many times for the contract. They said they emailed it. Brinks said it's verbal. I do not agree. Brinks said I can get out of it for $3200. In February I turned the payment off. They said they will send me to collections. I don't think it is right what they are doing.
Business Response
Date: 05/01/2025
****** ****
819 PO Box
***********************
May 1, 2025
Customer #*********
Case #********

Mr. ****** Noon,

This letter is in response to your Rebuttal complaint regarding the Brinks Home Account.

As a gesture of goodwill, your account has been submitted for cancellation and any balance has been waived. The cancellation process can take up to 30 days. Please allow this letter to serve as notice that you have no further financial or contractual 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 Answer
Date: 05/01/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/25/2025
Type:Service or Repair 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.
Approximately 20 years ago, I purchased an alarm system from LiveWatch security. I paid for the entire cost of the system upfront, had it installed myself, and purchased no-contract monitoring through *********. Approx. 6-7 years ago, Brinks Home Security bought LiveWatch and took over the monitoring of my system and have continued to do so until now. Last week my system died and I purchased a new system that is compatible with my old one (same brand and features). Since I cannot obtain data from the old system, I contacted Brinks to obtain the necessary info to program the new system (central station phone number, account number, etc.) so that they could properly monitor it. They refused to provide that information, stating they cannot monitor any system that is not theirs (even though they've done so for years.) They insisted that I must purchase a new system from them (at a substantial cost that I cannot afford, and with features I do not need) and pay a higher monitoring fee going forward. I then requested to cancel my monitoring with them and they claim that I am under a 60-month contract and would be charged approx. $564 to cancel. I was unaware of this, given that I've not purchased anything from them. Brinks has NOTHING to recover from me, as I purchased my own equipment outright long before they took over and have been paying above-average rates for their monitoring service. They now refuse to monitor my current system and won't provide service unless I buy a new system from them, locking me into even more costs. I am a senior citizen on a fixed income. I request to be released from this fabricated $564 'early termination fee' so I can have the system I paid for myself monitored by a reputable company who is willing to provide this service.
Business Response
Date: 04/28/2025
Glentia ******
***********************************************************************************
April 28, 2025
Customer #*********
Case #********

Ms.Glentia ******,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you at the number listed has been unsuccessful. In your complaint you requested the cancellation of your account citing ********************** failure to provide programming information for a recently purchased non-Brinks alarm panel.
Please be advised, Brinks Home does not support or monitor third-party alarm equipment.

To resolve this matter, your account has been scheduled for cancelation effective May 28, 2025. 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 Answer
Date: 05/03/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/22/2025
Type:Service or Repair 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.
So we have been with Brinks since 2015. We got it due to moving to a new neighborhood and we wanted to make sure we were safe. Well we havent been setting our alarm here lately so I called to cancel them. Our contract was supposed to be up March of this year but when I spoke to them ( ******* and ******** ) at Brinks today they told me that I verbally agreed to extending our contract back in March 2023 and our contract wouldnt be up until 2028! They wont send me anything providing proof or anything! Told me if I stopped paying they would send me to collections! Or I could pay over $1200 to cancel. Or I could sue. This is ridiculous! I just find it odd that our contract was up last month and now they are saying we verbally agreed to extending. I just want to be done with them!
Business Response
Date: 04/25/2025
***** ******
********************************************************************************
April 25, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. Please be advised, your account is scheduled for cancellation, the cancellation process can take up to 30 days.Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to cancel your account.

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

Sincerely,

********* ***
Executive Response Team
*******************
Customer Answer
Date: 04/26/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/21/2025
Type:Sales and Advertising 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 called Brinks yesterday to cancel my alarm system because my husband just passed away and despite having had it for quite a while, they told me it would be over $1,900 to cancel. It shouldn't be anything with how long I've had this system!
Business Response
Date: 04/23/2025
**** ******
************************************************************************
April 23, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding the Brinks Home Account. Thank you for taking the time to speak with me. To recap our conversation, as a gesture of goodwill, your account has been submitted for cancellation. The cancellation process can take up to 30 days. Please allow this letter to serve as notice that you have no further financial or contractual 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
*******************
Initial Complaint
Date:04/21/2025
Type:Order 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.
Predator business practice.:I been with Brink for 12 years now, in early April 2025, my control panel suddenly turned off by itself. I called tech support, the person walked me through, but the panel still didn't response. SO the person asked me to purchase the insurance and told me that all I have to pay is $75 for the tech to come up to fix it. So I purchased it for $11.95 monthly fee. I called the manager just want to find out when will I contract up. They told me it will be on Mar, 2026. I did not remember it was so long. The manager also told me that I will have to pay $500 plus $75 for the tech to come out to repair or replace my panel if I do not extend my contract to add 36 more months after the contract is up. This is black mailing. I am no longer using this system and do not think I should pay for them. I want them to end my contract now and have nothing to do with them ever after, also cancel the so call insurance because it will go for one whole year. This practice is dishonest and preying on innocent customers.
Business Response
Date: 04/24/2025
May ****
********************************************************************
April 24, 2025
Customer #*********
Case #********

Ms.May ****,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you at the number listed has been unsuccessful. In your complaint you requested the cancellation of your account citing problems with your panel and costs associated with replacement and repairs.

In researching this matter our records disclosed a call dated April 11, 2025.During the call the agent advised you of a pending service appointment and the option to upgrade your panel at no additional cost with a 36-month extension of your alarm agreement which you declined.

Please be advised that the pending service job has been cancelled and Brinks Home agrees to cancel the account per your request. The cancellation will be effective May 23, 2025, at which point there will be 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 Answer
Date: 04/24/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/17/2025
Type:Service or Repair 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.
I was originally in a contract with a company that was bought out by Brinks therefore was forced into doing business with them. I was in a 3 yr contract. That contract has since ended. I have called to inquire about a cancellation and they claim that I agreed to a 60 month extension which is not true. They have not provided proof of contract as requested. They supposedly have a voice recording that has not been received and does not exist. I never wanted to go into business with them to begin with and would never have agreed to extend for 5 years. I moved during the contract and the only thing that was discussed was an appt to re install my existing equipment in the new home. I am one of many that they have done this too, they have a reputation for this. I want out of this contract without being charged 100% of the remainder which is their policy. The only contract that I was aware of has ended.
Business Response
Date: 04/22/2025

****** *********
******************************************************************************
April 22, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding the Brinks Home Account. My attempt to speak with you at the number provided has been unsuccessful.

As a gesture of goodwill, your account has been submitted for cancellation. The cancellation process can take up to 30 days. Please allow this letter to serve as notice that you have no further financial or contractual 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 Answer
Date: 04/24/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/16/2025
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.
Brinks is over charging me monthly for unnecessary fees. I never heard of when I signed up with allied security. Now they harassing me for payments being behind.
Business Response
Date: 04/18/2025

****** ******
*******************************************
***************
April 18, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. My attempt to speak with you regarding your Brinks Home account was unsuccessful. In your complaint, you noted the continuation of fees on your Brinks Home account.

Upon reviewing this matter, our records indicate that you are currently being billed for monthly monitoring, paper statement fees, cost recovery fee, and late fees,totaling $54.74. Below is an itemized breakdown of your monthly charges:

Monitoring rate - $37.99 plus taxes of $3.30
Cost recovery fee - $1.97
Paper statement fee - $6.48
Late fee - $5.00

You have the option to sign up for electronic statements to eliminate the paper statement fee. Additionally,if the monthly bill is paid and received by the 2nd of each month, a late fee will not be charged. I am available to assist you with your billing questions;please feel free to contact me directly at the number provided below.

Sincerely,

********* ***
Executive Response Team
*******************
Initial Complaint
Date:04/16/2025
Type:Service or Repair 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.
Brinks home security alarm system. I need to cancel it and was surprise to hear I am tied to them till 2028 or I need to pay $800.00 They refuse to provide the contract I locked in 2023. I told them company Security Plus who no longer is contracted with them probably did the verbal or forged my signature as they did not want to provide this. I did NOT sign or agree for a contract for 41 months.
Business Response
Date: 04/17/2025
***** ******
*****************************************************************************
April 17, 2025
Customer #*********
Case #********

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

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account has been scheduled for cancellation effective May 17, 2025, and the final bill balance cleared. 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 Answer
Date: 04/21/2025
Good morning,

Please close the request as the merchant contacted me and it has been resolved.

--

***** M. ******
Initial Complaint
Date:04/16/2025
Type:Service or Repair 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.
I messaged brinks on 4/14/25 about cancelling my home service at one of my homes. I just sold/closed on the house and I need to stop service immediately. I was told that I had to call in and give a verbal confirmation but it was after loyalty ***** hours. I called back on 4/15/25 and told the agent that I need to cancel immediately since I don't own the home anymore I was told it takes 30 day to cancel and that I'm going be billed on a home I don't own. the alarm went of the day after I gave the agent the keys. this is not fair that I'm going to be charged for a service on a house that I no longer own It. prorate it up to the date of cancellation.
Business Response
Date: 04/17/2025
****** Golden
*********************************************************************************************
April 17, 2025
Customer #*********
Case #********

Mr.****** Golden,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is currently scheduled for cancellation effective May 16, 2025. As a courtesy the final bill balance has been cleared. 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 Answer
Date: 04/24/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/15/2025
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.
Called to cancel 11/2024. Spoke with a gentleman at Brinks who looked at my file, agreed that I fulfilled my contact. And verbally said that he would cancel my service. I sold my home in January. I continue to receive bills. I stopped the online payments so now they are threatening me with the credit bureaus.
Business Response
Date: 04/17/2025
**** ****
******************************************************************
April 17, 2025
Customer #*********
Case #********

Mr. **** ****,

This letter is in response to your complaint regarding your Brinks Home account. Our records indicate you contacted Brinks Home on November 11, 2024, and requested the cancellation of service. The agent advised you of the cancellation process and a docusign was sent to the email address ***************** to initiate your request. 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, 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,

********* ***
Executive Response Team
*******************
Business Response
Date: 04/17/2025
**** ****
******************************************************************
April 17, 2025
Customer #*********
Case #********

Mr. **** ****,

This letter is in response to your complaint regarding your Brinks Home account. Our records indicate you contacted Brinks Home on November 11, 2024, and requested the cancellation of service. The agent advised you of the cancellation process and a docusign was sent to the email address ***************** to initiate your request. 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, 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,

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

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