Complaints

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

close

Find a Location

Brinks Home has 37 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Brinks Home

  1990 Wittington Pl Dallas, TX 75234-1904

  
• 

  Brinks Home

  PO Box 814530 Dallas, TX 75381-4530

  
• 

  Brinks Home

  2350 Valley View Ln Ste 100 Dallas, TX 75234-5736

  
• 

  Brink's, Inc.

  580 Fifth Avenue, Suite 400 New York, NY 10036

• 

  Select Security

  829 Grant St Franklin, PA 16323

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:06/14/2022

  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 Home Security continues to take the auto-payment out of my checking account even though they have yet to repair or upgrade my system!!!!!!!!!! They have horrible customer service and I think they are scamming!!!!!!!!!!!!

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/06/29) */ ******* ******** *** ***** Road Flossmoor, IL XXXXX June 29, 2022 Re: ******* ******** / Customer #XXXXXXXX Case #XXXXXXXX Ms. ******* ********, Thank you for speaking with me regarding your Brinks Home account. We apologize for any inconvenience you may have experienced while attempting to resolve your account concerns. To recap our conversion, a Service Technician visit has been scheduled for July 13, 2022 to upgrade the cell unit in your alarm panel and replace the battery in the motion detector. In addition, a request has been submitted to refund payments received from January of 2022 to June of 2022 back to the bank account of record. Please allow 30 business days for processing. Thank you again for your business and the opportunity to continue to serve as your alarm monitoring company. If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time. Sincerely, Rickey ****** Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau

• Initial Complaint

  Date:06/13/2022

  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.

  My husband and I sold our home 10 months ago that Brinks was covering. We had been in the home for 13 years. We were not under contract with Brinks when we sold the house in 2021. The new owner took out a contract to start paying for the security Brinks covered under his name. My husband and I called Brinks numerous times to stop sending us bills as we were no longer the owners. After many attempts for several months we finally got several customer reps to talk to us and several that cut us off. Finally someone told us to write a letter to the company to explain our situation. We did and sent it certified mail. We never heard anything back from them. This company was still billing us and the new owner. We were told by another phone call we initiated that they would send us a form to fill out to stop the service under our name. They did but also with signing that form we had to pay another amount they said we owed which changed within those three months of dealing with that discussion. So to sign the form I was still obligated to pay for the house I sold to another, The customer service is awful and we got no response to the attached letter we send to the companies home office. They have now turn us over over to a debt collector. So humiliated! Please let us know how we can deal with this with your help, Thank you.

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/06/28) */ ***** ******** 4625 Briaroak Drive Pace, FL XXXXX June 28, 2022 Re: Gene ******** / Cust#XXXXXXXX Case#: XXXXXXXX Dear ***** ********, This letter is in response to the complaint we received regarding your Brinks Home account. In your complaint you challenged the validity of collections activity. To resolve this matter amicably, Brinks Home agrees to remove the full debt from the collection agency and correct your credit profile. Please allow 30-60 business days for your credit file to be updated. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for the inconvenience experience 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, Hector Silva Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau

• Initial Complaint

  Date:06/10/2022

  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 called about 5 months ago to cancel my contract with the company, they said a letter was going to be sent to my home and I needed to return, the letter was signed and return then never heard anything back, a few days ago I got a bill for 700 dollars, I called and no one wanted to help me, I told them I had cancel everything but they said it was never canceled and that they didn't receive the letter, the customer service person started being really rude and said I had to pay if I wanted to cancel the contract, if not the billing was going to continue, so she refused to stop it, then I asked for a supervisor and she put me on hold, a few minutes later they hang up the phone. Someone try reaching at me asking me to pay the money owe, when I said I wanted to talk to someone about the contract because I had called before she hang up on me again

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/06/27) */ **** ******* **** ********** Dr Arlington, TX XXXXX June 24, 2022 Re: **** ******* / Customer #XXXXXXXXX Case #XXXXXXXX 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. During your call on February 17, 2022 you were advised of the cancellation process, the potential wait time for the correct department and the remaining amount of time on your contract. The agent attempted to transfer you to the correct department to complete you request but it appears the call ended prematurely. Therefore, your account remained active. Our records indicate, you are currently in the initial term of a 36-month Alarm Monitoring Agreement which began on October 18, 2019 and ends on October 17, 2022; currently 4-months remain in term. Additionally, there is a past due balance of $521.14 for unpaid monthly invoices from January 2022-June 2022 plus applicable late fees. To resolve this matter, Brinks Home offers a negotiated buyout the remaining terms of your alarm agreement plus the past due amount. We apologize for any frustration experienced while trying to resolve your concerns. If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., Central Standard Time. Sincerely, Kaila **** Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I been trying to get in touch Kaila haun but no luck, left two messages and I'm waiting to see if she will call me back so far nothing has been resolved, this is the same reason why my contract was never cancelled no one will take the time to help you, it's really hard to get someone to help you cancel the contract almost impossible Business Response /* (4000, 9, 2022/07/08) */ **** ******* **** ********** Dr Arlington, TX XXXXX July 8, 2022 Re: **** ******* / Customer #XXXXXXXXX Case #XXXXXXXX Dear **** *******, This letter is in response to a complaint received regarding your Brinks Home account. To recap our June 29, 2022 conversation, a final negotiated payment of $521.14 would need to be made to close the account. Our records indicate, the payment was received, and your account is currently scheduled for cancellation effective July 8, 2022. Please note, there is no further financial or contractual obligation to Brinks Home. We apologize for any frustration experienced while trying to resolve your concerns. If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., Central Standard Time. Sincerely, Kaila **** Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau

• Initial Complaint

  Date:06/10/2022

  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.

  Brinks Home continues to bill me for services I am no longer using. Despite following Brinks Home cancellation procedures, the company continues to bill me for services and fees. As far as I can tell, Brinks Home has architected an account cancellation process that has the appearance of being accessible, but in fact puts a heavy burden and tax on those wishing to discontinue services. Their questionable business practices include: 1. Inadequate resources to handle demand for cancellations. They state 30 minute plus wait times for the necessary cancellation phone queue while the queues for upgrades are 10 minutes or less. 2. Despite the stated 30 minute plus wait times, I do not have evidence that there is follow through on the cancellation phone queue. I have never made it to an agent despite waiting in the queue 3 times for 22, 35 and 48 minutes. 3. Lack of follow through in executing on written request (following Brinks Home instructions and using their cancellation form) to discontinue service. I would settle for my balance to be marked to zero and no further contact from Brinks Home. However, if Brinks Home does not recognize the opportunity for this to be the end of a protracted cancellation transaction, I am prepared to seek compensation for my time and modification to Brinks Home policies and or regulations that inform what Brinks Home can and can't do.

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/06/27) */ **** ***** XXX XXth Ave ***** ***** ** XXXXX June 27, 2022 Re: ******* ***** / Customer #XXXXXXXXX Case #XXXXXXXX Dear **** *****, This letter is in response to your complaint we received regarding your Brinks Home account. In reviewing your account, I found you spoke with our office on May 10, 2022. You requested the cancellation of your account. At that time, you elected not to receive a cancel DocuSign and instead would mail a written cancel request. You were then provided proper instructions on how to complete your written cancel request which includes providing your customer number, your reason for cancellation, your codeword, and finally your signature. Our records indicate we received your written cancel request on May 24, 2022, without a signature. Furthermore, our records indicate notification of your improper cancellation letter was sent May 24, 2022. Upon further research, I failed to find a cancel request prior to May 10, 2022. In addition, my research did disclose we have not received payment since March 1, 2022 for February 2022's bill. Due to my findings, Brinks Home respectfully declines to clear your past due balance. To resolve this matter amicably, Brinks Home agrees to accept your Improper Cancellation letter and back date your cancellation request date to May 10, 2022. Therefore, the account is scheduled for cancellation effective June 28, 2022, and, as a courtesy, your Late fees and Paper Statement fees have been waived from April 2022 through June 2022 plus June 2022's bill has been pro-rated. For your convenience a payment terms letter will be mailed to you with instructions on how to complete your final bill payment. Please accept this letter as formal confirmation that you have no further contractual or financial obligation to Brinks Home after your final bill is paid in the amount of $150.52. Please be advised, any balance remaining after the account cancels may be subject to collections activity. If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time. Sincerely, Wyndel ******* Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau Consumer Response /* (2000, 12, 2022/07/19) */ Apologies for the late reply. I have resolved this matter with a Brinks Home Customer Service Associate. Please note that I tried to cancel with Brinks Home several times between April 1 and July 13, 2022. I was not offered a Docusign option until 6/14, at which time I signed immediately. I signed and returned additional cancellation requests twice. Please note that I stand by my original complaint that in this case, Brinks Home made cancellation a burden while continuing to collect fees for services not being used and added fees without notice.

• Initial Complaint

  Date:06/07/2022

  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 security came out to install an alarm system on June 7, 2022; the technician could not get the thermostat to work after installation it said someone would be out the following day to fix it (June 8,2022). We later heard from the company that no one could be put until June 22. We live in Georgia so no air conditioning is not an option. After multiple phone calls with Brinks and attempts to get someone out earlier to fix the issue, we were still told the earliest someone could come would be the 17th. We need someone here within the next 2 days to have this fixed.

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/06/22) */ ***** **** *** *** ******* Place Roswell, GA XXXXX June 22, 2022 Re: ***** **** / Customer #XXXXXXXXX Case #XXXXXXXX Dear ***** ****, This letter is in response to your complaint we received regarding your Brinks Home account. In your complaint you requested to have a technician back out to finish the installation of your thermostat. However, our records indicate that you requested to cancel the account. Per your conversation with our team member on June 9, 2022, Brinks Home has agreed to submit the account for cancellation upon the return of the equipment that was installed. The return label indicated that we would receive the returned equipment on June 23, 2022. Once the equipment is received back in our office, your account will be submitted for cancellation and there will be no further contractual and/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, Hector ***** Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The account will be canceled but the job was left incomplete leaving us with no air conditioning. We ended up having to call another air and heating company to come fix our air and paid $181 for that. Had the Brinks job been done successfully we would not have had to fix our air at all. I would like to be reimbursed that money from Brinks. Business Response /* (4000, 9, 2022/07/03) */ ***** **** *** *** ******* Place Roswell, GA XXXXX July 3, 2022 Re: ***** **** / Customer #XXXXXXXXX Case #XXXXXXXX Dear ***** ****, This letter is in response to your rebuttal complaint we received regarding your Brinks Home account. In your rebuttal you requested a reimbursement for damage done to your Air Conditioning Unit. To resolve this matter amicably, we have submitted your claim with our damage department. Please allow 48-72 business hours for a claims representative to contact you regarding this matter. 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, Hector ***** Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau

• Initial Complaint

  Date:06/07/2022

  Type:Product 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 5/30/22 I signed a contract with Estevan Torres and Cody Thompson for home security monitoring system. I paid $300.00 and was sent equipment which included a cellular transmitter and new keypad. I received this equipment on Friday 6/3/22. On 5/31/22 I was contacted to schedule my installation. I returned the call later that evening to which I was told I have to wait 72 hours to schedule. I followed up with them to schedule and was told that there are "no available technicians in the area" to install my equipment and that I should call tomorrow to see if I can do a self installation or how else it **** be remedied. I called again on 6/7/22 and was told that because there are no technicians in the area, and because this equipment is not compatible with self installation, that I could either cancel or be sent new equipment at a discounted rate. I said I'd like to cancel and was transferred to a cancellation line. The first person I spoke to on 6/7 said that she has cancelled my contract and sent me a return label. I waited until the end of the business day and after not receiving a label. I called again and was hung up on halfway through the call. I immediately called back, to which I was told that my account was not cancelled and they have to transfer me but cancellation department is closed. I let them know I was told earlier the account has been cancelled already and all I need is a return label. They tried to transfer me to technical support, whose department was also closed, but I reiterated I don't need tech support I just need a label or address where to send it. After 50 minutes of being placed on hold, being told the "system is upgrading", or just ignored when asking questions I was transferred to a manager who said she **** send me a return label in 24 BUSINESS HOURS (3 days). She also mentioned the label expires in 48 hours (2 days) and after that cannot be used. They make it impossible to cancel and I still am not sure if my account has been cancelled.

  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/06/22) */ ****** ***** 1111 Regent St Niskayuna, NY XXXXX June 22, 2022 Re: ****** ***** / Customer #XXXXXXXXX Case #XXXXXXXX Dear ****** *****, Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, Brinks Home has submitted your account for cancellation effective June 22, 2022. Furthermore, the refund request has been expedited. We apologize for any inconvenience this matter may have caused you. If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., Central Standard Time. Sincerely, Kaila Haun Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau Consumer Response /* (2000, 7, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They provided a refund and cancelled my account after the BBB compliant was filed.

• Initial Complaint

  Date:06/06/2022

  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.

  Digital Life has sunset and was sold to Brinks Home Security. I called in Jan 2022 to discuss my transition and received a contract. Signed it and waited for scheduling to contact me. I was scheduled for 2/3/22 for installation. I called and called and no update. I received a call in April for my installation date after waiting over 2 months. I was then told I had to wait on my equipment to ship. No one came until 4/15/22 to install my equipment. The tech didn't have everything he needed so I had to call back to get another tech out which would take another 3 weeks. On that call, i was told my key fobs would be covered for all the trouble I had. I had already been comped one month (34.99) for my first month which definitely isn't enough all of my trouble. I talked to someone last week about my bill and she stated that it would be reducing it by $141.68 and my bill would be $42.41. I spoke with a supervisor (Isabell) today and she informed me the person that helped me last week just came out of training (though the lady had been there and discussed it with her supervisor) and she couldn't offer what she stated for my trouble. After Isabell was rude and nasty after I questioned if she listened to my last calls, I called back and a supervisor was suppose to call back. I've been calling since 3:30pm CT to speak to someone about my bill and have been hung up on 5 times after someone picks up. This has got to be some time of scam company or mom and pop business. I also called again around 4:15pm CT and selected cancel my service and it states that they are closed though the message says they're open until 5pm CT. I just want my bill reduced to what was discussed or I'm cancelling. Thank you

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/06/21) */ ********** ******* ************************************* XXXXX June 21, 2022 Re: ********** ******* / Customer #XXXXXXXXX Case #XXXXXXXX Ms. ********** *******, Thank you for speaking with me regarding your Brinks Home account. To recap our conversion, a bill credit of $141.68 has been applied to the account for the equipment fee that was billed in error. Thank you for your business and for the opportunity to serve as your alarm company. We apologize for any inconvenience you may have 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, Rickey A***** Executive Response Team 1-888-758-5900 ext. XXXXX Cc: Better Business Bureau Consumer Response /* (3000, 11, 2022/07/14) */ Hello, I talked to someone from the Exec Team last month and he stated that a credit would be added to my account but it isn't there. I went in to pay my bill today and paid my monthly total but it says I still have a balance. Thank you Business Response /* (4000, 13, 2022/07/22) */ ********** ******* ************************************* XXXXX July 22, 2022 Re: ********** ******* / Customer #XXXXXXXXX Case #XXXXXXXX Ms. ********** *******, Thank you for speaking with me regarding your rebuttal correspondence. To recap our conversion, you confirmed the receipt of the bill credit of 141.68 in June of 2022 but advised the Brinks Home website still reflects a bill balance. As stated during the call, your account currently reflects a $0.00 bill balance. The issue regarding the website will be reported to the appropriate department for resolution. We apologize for any inconvenience you may have 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, Rickey A***** Executive Response Team 1-888-758-5900 ext. XXXXX Cc: Better Business Bureau

• Initial Complaint

  Date:06/04/2022

  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 had an alarm system with Brinks Home Security for all 3 years of my 3 year contract and made every payment on time and was satisfied with the service but when I tried to cancel at the end of the contract the lady on the phone told me it would be over $2,000 to cancel because supposedly I gave verbal authorization to renew my contract over the phone... but I did "no such thing" and I didn't sign anything! If they don't let me out I'm going to call a lawyer or the State Attorney General this is fraud!

  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/06/17) */ ****** ******* XXXXX********************************* XXXXX June 17, 2022 Re: ****** ******* / Customer #XXXXXXXXX Case #XXXXXXXX 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. Please contact me directly so we may discuss and resolve your concerns. We apologize for any inconvenience this matter may have caused you. If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., Central Standard Time. Sincerely, Kaila H*** Executive Response Team 1-888-758-5900 ext. XXXXX

• Initial Complaint

  Date:06/04/2022

  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.

  I have been trying to cancel this service for several months. When I call I am forwarded to another extension that is never answered. I have held over an hour. Someone in the first answer finally told me to send a physical letter cancelling. I did that over a month ago and charges are still coming. The system is never set or used.

  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/06/17) */ **** **** XXXXX ***************************** XXXXX June 17, 2022 Re: **** **** / Customer #XXXXXXXXX Case #XXXXXXXX Ms. **** ****, This letter is in response to your correspondence regarding your Brinks Home account. My attempt to contact you at the number associated with the complaint has been unsuccessful. Please be advised, your account is scheduled for cancellation effective July 3, 2022 and the final **** balance cleared. 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 you *** have 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, Rickey A***** Executive Response Team X-XXX-XXX-XXXX ext. XXXXX Cc: Better Business Bureau

• Initial Complaint

  Date:06/03/2022

  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.

  I had home security coverage through brinks for a home I owned at *************************** indiana. I sold this home back in october. At this time I called and canceled this service and was told by the representative that it was canceled. I continued to be charged. I called again and was again told my service was canceled and everything was okay. I continued to be charged. I filed a dispute through my bank and Visa in order to stop payment. Now I am receiving collection notices for service at a home I haven't owned since October and a service I canceled twice. I called again today and was told I needed to sign a form to cancel my service. So apparently the two cancellation agents lied to me and never informed me of the form. This time I called technical support.

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/06/16) */ ****** ***** ************* ********, IN ***** June 16, 2022 Re: ****** ***** / Customer #********* Case #******** Dear ****** *****, This letter is in response to the complaint received regarding your Brinks Home account. Our records indicate, you contacted Brinks Home on October 25, 2021. During that call, you confirmed you were taking the equipment to your new home and agreed to call back to activate service at the new home once the system was moved. Once the equipment was activated you were to receive a 1-month credit for the time the system was unable to be used due to be moving since the account was to remain active. Brinks Home was not contacted again until June 3, 2022 when you called about the cancellation. Therefore, Brinks Home respectfully denies your request for a refund. To resolve your concerns, Brinks Home has expedited your cancellation request and made it effective June 16, 2022. As a courtesy, the bill balance has been cleared. We apologize for any frustration experienced when trying to resolve your account concerns. If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., Central Standard Time. Sincerely, Kaila H*** Executive Response Team ************************* Cc: Better Business Bureau