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

4,566 total complaints in the last 3 years.
694 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:03/16/2023
Type:Product 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 acquired Titan Alarm sometime in 2019 to which I had fulfilled my contract and was on a set monthly rate with no contract. Brinks called me relentlessly to sign a new contract with them in September/October 2019 to which I advised them I had no contract with Titan and was paying monthly at a set rate. I agreed to sign a one-month contract in October 2019 at a rate of $14.99 and was advised that the rate would not change that I just needed to have at least a one month contract with Brinks. Then after reviewing my credit card statements, a few months later Brinks started increasing my rate a few dollars every few months. With my bill on AutoPay I didn't notice the small increases until I was just about to pay my credit card this month and looked at the Brinks billing and it had jumped to $30.39. That flagged me to call the billing department which was closed in the evening of 3/15/23. As of February 2023 they have effectively doubled my monthly monitoring rate from the agreed $14.99 to now $30.39. This is a deceptive billing practice in order to gain additional monthly revenue from a previous acquired Titan customer not on a contract. When I spoke to a billing representative today she advised me that it will take another billing cycle and another 30 days to close my account once I receive the Docu-Sign cancellation so they want to bill me yet another $30.39. I asked that my credit card be removed from auto-pay to avoid being charged again. I am seeking termination immediately and a partial refund of the difference in what I agreed to versus what Brinks auto-increased my monthly monitoring billing to. My one month contract rate is attached to this complaint and below is the dates and billing amounts showing how Brinks has steadily increased the rate over time. I have ordered back credit card statements to review the exact billing date Brinks started increasing my monthly rate but those will take ***** hours. I will also file this complaint with the *** over the deceptive billing practice. Consumers should not be forced to sign a contract just because a company is acquired then not have that rate honored. StatusDateDescriptionAmountMember NameCleared02/21/2023BRINKS HOME SECURITY ************ TX$ 30.39*************************/20/2023BRINKS HOME SECURITY ************ TX$ 25.39*************************/20/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/21/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/20/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/20/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/22/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/20/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/21/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/20/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/20/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/21/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/22/2022BRINKS HOME SECURITY ************ TX$ 25.39*************************/20/2022BRINKS HOME SECURITY ************ TX$ 21.99*************************/20/2021BRINKS HOME SECURITY ************ TX$ 17.99*************************/22/2021BRINKS HOME SECURITY ************ TX$ 17.99*************************/20/2021BRINKS HOME SECURITY ************ TX$ 17.99*************************/20/2021BRINKS HOME SECURITY ************ TX$ ******************************/20/2021BRINKS HOME SECURITY ************ TX$ ******************************/20/2021BRINKS HOME SECURITY ************ TX$ ******************************/21/2021BRINKS HOME SECURITY ************ TX$ ******************************/20/2021BRINKS HOME SECURITY ************ TX$ ******************************/20/2021BRINKS HOME SECURITY ************ TX$ ******************************/22/2021BRINKS HOME SECURITY ************ TX$ *****
Business Response
Date: 03/30/2023
*******************
**************************************
********, ** 85338
March 30,2023
Re: ******************* / Customer #*********
Case #********

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

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your Brinks Home account is scheduled for cancellation effective April 14, 2023. In addition, as a courtesy, a request has been submitted to refund $96.39 back to the account of record. Allow 7 to 14 business days for processing. Therefore, please accept this letter as formal confirmation that there is no further 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., **************** Time.

Sincerely,

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

Cc: Better Business Bureau
Initial Complaint
Date:03/16/2023
Type:Product 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 started service with Brinks in March 2022 and have paid approximately $70/month for 12 months. I found out a week ago that only 5 of my 20+ sensors were ever set up or connected to my alarm panel. I am unable to get brinks to fix my alarm system or provide me with a refund. I had an appointment scheduled for Tuesday, March 21, which they cancelled today 3/16/23. My alarm system has never been fully functional and I expect a full refund.
Business Response
Date: 04/03/2023
***************************
*********************************
***********, ** 33026
April 3,2023
Re: *************************** / Customer #*********
Case #********

Dear ***************************,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, a service technician is current scheduled to resolve your system concerns on April 14,2023. My colleague and I will follow up with you the following business day to make sure your service concerns were addressed. Additionally, we will discuss how you would like to move forward with the account.

If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau

Customer Answer
Date: 04/20/2023
This is my second complaint with the BBB. The issue with Brinks has still not been resolved. I have been paying via a 3 year contract started in January 2022, and recently found out my alarm system has never been fully installed. Finally after waiting 2 months, the repair tech came out and after 1 hour left because he said he "didn't have time." to fix everything. He didn't even start the work on the sensors that were never fully installed and fixed cameras that were not working. Today I found out that the horn on the alarm was never connected. I have no alarm system functioning properly. I have made more than 25 calls to Brinks and they don't care and won't help. I am a senior citizen and they refuse to cancel and refund my money and refuse to set up my alarm system. They are taking advantage of me due to the contract they they refuse to comply with and won't cancel my account. They are terrible and don't care. I have a doorbell camera that is not working properly, I have never been set up for all doors and windows and now I find out that the horn has never worked. Also I found out today that they further took advantage of me by installing an old version of a doorbell camera that is obsolete and didn't even install their newest version because they know they can get away with it. Something needs to be done. They must refund over $1,000 I have spent for services that have never been fully provided. They make appointments and cancel multiple times, so waiting for more appointments doesn't mean anything, since they just cancel anyway. At his time the tech lied and said he would come back next Friday and the company today told me they have no record of him rescheduling. This company is horrible and is ripping people off. Please help me get a refund so I can get a real alarm system! ************
Refund
Customer Answer
Date: 04/21/2023
This is not resolved. The technician never completed the work because he said he did not have time and left. Not only did he not complete the work, but we discovered the siren for the alarm system was never connected. Here is my email to brinks:
This is my second complaint with the BBB.
The issue with Brinks has still not been resolved.
I have been paying via a 3 year contract started in January 2022, and recently found out my alarm system has never been fully installed. Finally after waiting 2 months, the repair tech came out and after 1 hour left because he said he "didn't have time." to fix everything. He didn't even start the work on the sensors that were never fully installed and fixed cameras that were not working. Today I found out that the horn on the alarm was never connected. I have no alarm system functioning properly. I have made more than 25 calls to Brinks and they don't care and won't help. I am a senior citizen and they refuse to cancel and refund my money and refuse to set up my alarm system. They are taking advantage of me due to the contract they they refuse to comply with and won't cancel my account. They are terrible and don't care. I have a doorbell camera that is not working properly, I have never been set up for all doors and windows and now I find out that the horn has never worked. Also I found out today that they further took advantage of me by installing an old version of a doorbell camera that is obsolete and didn't even install their newest version because they know they can get away with it. Something needs to be done. They must refund over $1,000 I have spent for services that have never been fully provided. They make appointments and cancel multiple times, so waiting for more appointments doesn't mean anything, since they just cancel anyway. At his time the tech lied and said he would come back next Friday and the company today told me they have no record of him rescheduling. This company is horrible and is ripping people off. Please help me get a refund so I can get a real alarm system! ************
Business Response
Date: 05/17/2023
***************************
*********************************
***********, ** 33026
May 17,2023
Re: *************************** / Customer #*********
Case #********

Dear ***************************,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, a service technician is currently scheduled on June 9, 2023, to install/reprogram your indoor siren. In addition, a bill credit of $72.09 was provided and you now have a total bill credit in the amount of $89.29. We thank you for business and the opportunity to serve you as your alarm monitoring provider.

If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau
Customer Answer
Date: 01/29/2024
My alarm panel is not working. I also pay for insurance on my alarm system. Brinks is unable to give me an appointment until February 27, more than a month from now. Brinks states they are busy and do not have enough service workers. They refuse to cancel my contract with payment. They refuse to stop charging me until the system is functioning. Brinks makes appointments and then cancels them the day before via text because they do not have enough help so it will probably be months before this alarm system is fixed. I should not be charged for services that are not being rendered. I want my alarm fixed in a timely manner within the week. If that cannot happen because they are in breach of providing services I am paying for, the contract should be cancelled at no cost to me and I should not be paying for monthly services not being provided.
Business Response
Date: 02/07/2024
***************************
*********************************
***********, ** 33026
February 7, ****
Re: *************************** / Customer #*********
Case #********

Dear ***************************,

This letter is in response to your correspondence regarding your Brinks Home account. Our records indicate you spoke with a member of the Executive Response Team on January 26, ****, regarding your alarm equipment and a service technician visit has been for February 21, ****. In addition, a 1-month bill credit was applied to your account and should appear on your next billing statement.

If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau
Initial Complaint
Date:03/16/2023
Type:Billing 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.
Please see the uploaded documents. I have had many complaints about Brinks Home Security during the past few years. These complaints, like the one described below have been responded to by Brinks with bad faith. My most recent telephone call to Brinks lasted for about 40 minutes. It was with *****. I described to him in detail my complaint documented in my uploaded documents. ***** said he would need to transfer me to a Cancellation Manager, I was put on hold for a long time, then he said he would need to transfer me to a Consumer Advocate & asked me to wait on hold. I told him I would not wait on hold any longer. I requested that he & who ever he needed to transfer me to call me the next day, March 16, 2023 7 & I gave hime my home phone number. He said he would do this. They have not called me.
Business Response
Date: 03/31/2023
*****************************
4988 ***********
********, ** 80118
March 31,2023
Re:*****************************/ Customer #*********
Case #********

Dear *****************************,

This letter is in response to your complaint we received regarding the cancellation of your Brinks Home account. My attempt to contact you today was unsuccessful.Please contact me directly so we may further discuss and resolve your concerns.Per our previous conversation on March 22, 2023, a service technician was scheduled to repair your system trouble conditions so we may properly complete and send you the malfunction letter requested. Please note, the technician arrival window is between 8 am and 12:30 pm. Thank you for your patience and the opportunity to serve you as your alarm monitoring provider.

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

Sincerely,

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

Cc: Better Business Bureau
Customer Answer
Date: 04/03/2023
COMPLAINT # ********, BETTER BUSINESS BUREAU, ******************************* of Brinks Home Executive Response Team ( phone ************************) & I have agreed that my Agreement with Brinks Home Security is canceled & there will be no additional charges to me from Brinks Home Security.
Thank you for your valuable assistance in resolving this matter.
**************************;
Customer Answer
Date: 04/04/2023
I have agreement with ******************************* of Brinks Home Security (phone # ***********************). Such Agreement is that the existing agreement between Brinks Home Security & me is cancelled & there will be no more charges from Brinks Home Security to me.
Thank you for your assistance in this matter. *****************************
COMPLAINT # ********
Customer Answer
Date: 04/04/2023
I have reviewed the business response and accept this resolution.
I have agreement with ******************************* of Brinks Home Security (phone # ***********************). Such Agreement is that the existing agreement between Brinks Home Security & me is cancelled & there will be no more charges from Brinks Home Security to me.
Thank you for your assistance in this matter. *****************************
COMPLAINT # ********
Initial Complaint
Date:03/16/2023
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.
In November of 2022 and again on March 05, 2023 I contacted the company to notify them of my dissatisfaction with the service and malfunctioning equipment and requested information on the term of my contract. I was informed that the contract would end on March 8, 2023, at which time I told the representative that I wanted to cancel and I stopped automatic payments from my bank, having already paid for the month. On March 9, they billed me again and added a $5 fee for paper statement. When I called today, I was told that I cannot cancel without signing paperwork (that was never sent to me) and that the process takes 30 days. so basically, I am being forced to pay another month or better for service that ***** and that I don't want and should not be under any obligation to pay. They have also posted nonpayment to my credit report for an account that is not mine. this is THE WORSE company I have ever done business with.
Business Response
Date: 04/03/2023
***********************
4410 *********************
********, ** 78109
April 3,2023
Re: *********************** / Customer #*********
Case #********

Dear ***********************,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, the account is current scheduled for cancellation on April 8, 2023 and the final invoice of $66.45 is still due. Therefore, please accept this letter as confirmation there is no further contractual or financial obligation to Brinks Home. Please send me the discussed documents so your credit reporting concerns can be researched and addressed.

If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau
Initial Complaint
Date:03/16/2023
Type:Product 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.
Acct ********* 7/21 canceled with Protect America by calling 800# & from whom Brinks inherited account. Spoke with CSR, because we switched carriers & unable to install ADT w/o triggering Protect America alarm. NEVER informed to sign any documents to cancel nor received any documents to sign for the cancellation. As CONFORMATION, on 7/15/21 received email from Brinks "Your Cancellation Request" with "We hate to see you go" with an offer to stay, was NOT accepted. 12/22, reviewing my Discover credit card with accountant with automatic charges from Brinks for $1190 for CANCELLED service, received email NOTIFICATIONS of CANCELLATION with offers to reinstate but did NOT. Did NOT receive any notices of charges, OR "alleged" form "supposedly" to sign to cancel. Called & send numerous emails to cancel & NOW Brinks is sending invoices for additional $537 for services NOT received. Brinks requesting, I sign a cancellation notice, I can only assume for me to take responsibility for almost $1730 in charges for services BRINKS did NOT provide. -Did NOT have a contract with Brinks -Did NOT sign a contract with Brinks -Why would I NOW sign an "alleged" cancellation to take on fake service charges of almost $1730 that canceled 7/21 -NEVER informed, by email or snail mail, or phone, a signed cancellation notice is needed -NEVER received documents to sign for the cancellation -NEVER received any reminders or bills for $1190 from the date of cancellation in 7/21, until 1/23 for bills that have now started appearing with NEW additional charges of $537 (so far) for services Brinks STILL did NOT provide -Because Brinks' employees, processes, & services are severely lacking, why should I pay for services NOT provided Brinks' business practice is unethical & appears to be criminal in *********** ***************** the money Brinks has charged my credit card & STOP billing for services Brinks have NOT provided!
Business Response
Date: 03/30/2023
*********************
*******************************************************
March 30,2023
Re: *************** and *********************** Customer #*********
Case #********

Dear *********************,

This letter is in response to your complaint we received regarding the cancellation of your Brinks Home account and refund request. My attempts to contact you on March 22nd and 23rd of 2023 were unsuccessful. In your complaint you are requesting a refund citing your account should have been terminated in July of 2021 but continued to be billed.

In researching your concerns listed, to date, we have not received a written notice of termination. This can be completed electronically via a cancel DocuSign or by mailing in a written termination notice to the Company. Per your Alarm Monitoring Agreement that was acquired from Protect America; you are required to provide a 30-day written notice of termination. Furthermore, in reviewing your conversation with an account manager on July 15, 2021, you were advised that you had to complete the cancellation instructions to properly cancel your account. At that time, a cancel DocuSign was sent to the Yahoo email address provided. In addition, our records confirm we responded to your emailed cancellation request on December 14, 2022, instructing you on how to cancel service. At that time, a new cancel DocuSign was sent to the *** email address used to transmit the complaint. As previously mentioned, to date, there is no record of either cancel DocuSign being returned.

To resolve concerns, Brinks Home has submitted your account manually for cancellation effective March 31, 2023. Brinks Homes respectfully declines your refund request. Based on our research, our records failed to indicate receipt of a proper written cancel notice, and confirms the payments made between July 2022 and December 2022 were reversed by your banking institution. Which leaves a balance owed from July 2022 through March 2023. To resolve this matter amicably, Brinks Home agrees to waive all fees after July of 2022. Therefore, you may accept this letter as formal confirmation that your account will cancel effective March 31, 2023 with a $0 balance and no further contractual or financial obligation to Brinks Home.

If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau
Initial Complaint
Date:03/15/2023
Type:Billing 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 7/6/2020 called ******* to have service transferred to new residence. Service transfer was completed on 8/7/2020 with equipment installed and paid for. The monitoring was set up for auto pay from a checcking acct. for $39.99 per month. In September I called ******* to request home monitoring services be canceled. The rep told me that I had agreed to a five year contract. I denied that. I was tole it was a verbal agreement. I again denied that. I was tole it was on a recorded line. I requested a copy of the recording. ******* refuded to provide a recording nor a signed contract. However they mailed a statement dated 8/26/2020 but it was not signed by anyone-the company, the installer, nor me. In October of 2022 our bank account was comprised and the account was closed. ******* sent a letter dated December 30,2022 stating account was late. I atttmepted to call their 800 number but per the instructions on their recording sent text instead. ******* has flagged our credit report (TransUnion) I opened case with OH AG office case #******. ******* responded to OH AG that acount is updated and there is no contractural or fiancial agreement with their company. ******* also states that it will NOT update the credit reporting bureau. The case remains open with OH AG
Business Response
Date: 04/03/2023
*************************
5205 ***************
******, ** 45002
April 3,2023
Re: ************************* / Customer #*********
Case #********

Dear *************************,

This letter is in response to a complaint received regarding your Brinks Home account. My attempt to contact you at the number associated with the complaint was unsuccessful. To resolve your concerns, Brinks Home agrees to update the credit profile as requested. Please allow ***** days for the update to reflect on the credit profile.

If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau
Customer Answer
Date: 04/03/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/15/2023
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.
THEY ARE TELLING ME THAT I HAVE AN OUTSTANDING UNPAID MONTHLY MONITORING FEE FROM SEVERAL YEARS AGO AND I CAN'T CANCEL MY SERVICE UNTIL IT IS PAID. I HAVE ASKED FOR VERIFICATION OF THE MISSED PAYMENT AND THEY CAN'T OR WON'T PROVIDE IT. I HAVE BEEN SET UP FOR AUTO PAY FROM DAY ONE SO I DON'T UNDERSTAND HOW A PAYMENT COULD HAVE BEEN MISSED. FURTHERMORE THEY NEVER ADVISED ME OF AN UNPAID FEE UNTIL I REQUESTED THEM TO DISCONTINUE THE SERVICE.
Business Response
Date: 03/30/2023
***************************
14208 *********************
*********, ** 34202
March 30,2023
Re: ********************* / Customer #*********
Case #********

Dear ***************************,

This letter is in response to your complaint we received regarding your Brinks Home account. My attempt to contact you at the number associated with your complaint was unsuccessful.

In researching your concerns, I found an error in your billing and applied a billing adjustment to the account balance. The current balance now reflects $14.99. Based on my findings, a payment was missed in March of 2016 due to the card on file expiring. Furthermore, our records indicate your autopay is currently disabled and were scheduled to begin processing each months billing invoice on the 14th of each month. Therefore, your payment would post on the 15th of each month.

Upon further research, our records indicate your monthly billing invoice post to your account on the 15th of each month. Meaning your payment received was posting to your account the same day the next billing invoice would be generated. We apologize for any inconvenience the matter may have caused you.

In addition, per your complaint you mentioned you attempt to cancel services but was unsuccessful. Please be advised, regarding your cancellation request, our records confirm you accepted a 6-month term extension for a reduced monthly rate on November 8, 2022; currently 2-months remain. Therefore, should you elect to terminate your account prior to the contract-end-date, Brinks Home agrees to a negotiated buyout. Please contact me directly. It is my hope that I would be able to repair your faith in Brinks Home and provide you with the experience we want all our customers to receive.

To discuss your account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau
Initial Complaint
Date:03/15/2023
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.
I have had several fraudulent charges placed on my account. Most recent one being on December 24, 2022. I have been charged for the same equipment three times since I started the contract with Brinks. When calling the business to get this resolved I am placed on hold for long periods of time. My most recent phone call was today, and I was on the call for an excess of 30 minutes. When asked to speak to a supervisor, conveniently no one was available. This was the exact response I was given the other times I attempted to resolve this issue.
Business Response
Date: 03/30/2023
***************************
3948 *****************
***********, ** 63110
March 30,2023
Re: *************************** / Customer #*********
Case #********

*******************************,

This letter is in response to your correspondence regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful.In your complaint you challenged the validity of the service charge and requested the termination of your alarm agreement. In researching this matter our records indicate you contacted our office on March 15, 2023 and the service was credited in full. Please be advised, you are in the initial term of a 36-month Alarm Monitoring Agreement which began on June 16, 2022 and ends June 15, 2025;currently 27 months remain in term. If you elect to cancel your service, Brinks Home agrees to a negotiated buyout of the remaining terms of your alarm agreement.

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

Sincerely,

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

Cc: Better Business Bureau
Customer Answer
Date: 04/06/2023
I am rejecting this response because: I have attempted to contact this person to speak with him regarding my initial complaint. He has not returned my calls.

***************************
Business Response
Date: 04/28/2023
***************************
**********************************
***********, ** 63110
March 28,2023
Re: *************************** / Customer #*********
Case #********

*******************************,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, you advised you were researching alarm companies and would follow-up with me regarding the buyout offer extended during our call on April 6, 2023.

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

Sincerely,

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

Cc: Better Business Bureau

Customer Answer
Date: 04/29/2023
I am rejecting this response because: The business has not fulfilled the contract agreement. They have stated I must buy my way out of a contract that they failed to abide by. Repeated fraudulent charges to my account have been made. This is unacceptable!!
Initial Complaint
Date:03/15/2023
Type:Billing 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 demonstrates a systemic failure to communicate repeated price increase reasoning and did not send 'contract' when requested. Now, will not cancel service. Was a Livewatch customer for years and never had one issue or bill increase. After Brinks acquired Livewatch, my non-contract bill increased a handful of times over several years and was never once advised in writing why my bill increased. On each occurrence, I asked Brinks why no notice was sent, was never rectified.On 06/2022 I was subject to a false alarm event / fire department arriving due to Brinks failure to properly update my contact information. On 09/2022, after yet another bill increase, I called for an explanation and in addition, to place my system in test mode to prevent another false alarm event due to work going on in my home. During this call, the Rep indicated she placed my system in test mode and asked me to consider a 12mo 'contract' in exchange for reduced bill. I expressed concerns due to potentially selling my house. A day later my system triggered an event due to work in my home and the monitoring station called about the emergency. Rep never placed my system in test mode. Given this, and considering I never received my 'contract' despite my request, I assumed there was no contract. On 3/6/23 the monitored house was sold and I callled Brinks to end service. Agent advised I'm in contract and if I never received a copy, I should have called Brinks to advise. Given the history, this is unacceptable. Agent advised I would have to pay for remaining months of service and sign cancellation paperwork. I received Docusign emails to sign cancellation, completed it on 3/8, and subsequently received THREE emails to reduce monthly bill IN HALF to stay with Brinks. On 3/9 they sent a letter indicating they cannot cancel, letter received 3/14. On 3/14 I called the number listed TWICE and was unable to get through. How is it legal for Brinks to monitor a house I no longer own, nor live at?
Business Response
Date: 03/30/2023

*****************************
*****************************
***********, ** 15668
March 30,2023
Re: ***************************** / Customer #*********
Case #********

Dear ***************************,

This letter is in response to a complaint received regarding your Brinks Home account. My attempt to contact you at the number associated with the complaint was unsuccessful. Upon review of you account, I as able to verify a 12-month contract extension was accepted in September 2022. The extension reduced your rate to $29.95 plus applicable fees and taxes. To resolve your concerns, Brinks home has scheduled the account for cancellation effective April 1, 2023. As a courtesy, there are no further contractual or financial obligations to Brinks Home. Thank you for the opportunity to serve as your alarm provider.

If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau
Customer Answer
Date: 04/04/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/14/2023
Type:Product 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.
My contract ended with brinks about 8months ago and they still charging me! I called them about a month ago and told them to cancel my services because I have been out of contract for 8 months! They took another monthly payment from me and I called then again! They stated that no one reported the cancelation and that it would take another 30 days to get it canceled! THEY ARE STEALING MONEY FROM ME NOW!
Business Response
Date: 03/30/2023
*********************
********************
********, ** 76567
March 30,2023
Re: ********************* / Customer #*********
Case #********

Dear *********************,

This letter is in response to your complaint we received regarding the cancellation of your Brinks Home account and refund request. My attempt to contact you at the number associated with your complaint was unsuccessful.

In researching your account, we found the first conversation recorded regarding discontinuing service was on February 9, 2023 and not March of 2022. Per your Alarm Monitoring Agreement, unless terminated, the contract shall renew on a month-to-month term. Therefore, to resolve this matter amicably, the account has been manually submitted for cancellation effective March 31, *********************************************** the amount of $41.98. Allow up to 14 business days for processing. We apologize for any inconvenience or frustration you may have experienced while trying to resolve this matter.

Please note, you may accept this letter as formal confirmation that you have no further contractual or financial obligation to Brinks Home. We thank you for your business and the opportunity to serve you as your alarm monitoring provider.

If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.

Sincerely,

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

Cc: Better Business Bureau

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