ComplaintsforBrinks Home

Burglar Alarm Systems

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Initial Complaint
07/08/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled the service in 2019. Brinks contacted my ex-husband, ***** ******** who was not an authorized user on the account, ( see attached contract ) and offered him a better rate. He accepted the offer and had the service installed at his home. I also called Brinks, and I was told that the supervisor refused to speak to me. Brinks allowed and was contacting a person who was not listed as an authorized user to make changes to my account. They then sent me to collections . Please see my attached contract, which clearly shows that I am the only one authorized to make changes.
Business response
07/17/2024
***** ********
*** ***** ****
*** *******, TX *****
July 17, 2024
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. Thank you for taking the time to speak with me. Brinks Home agrees to pull your account from collections and a release letter will be sent to the address of record from the agency assigned. Allow 30 – 60 business days for the update to reflect on your credit profile. Please accept this letter as confirmation that there is no further financial obligation to Brinks Home. We apologize for any inconvenience suffered 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,

Marquisha ***
Executive Response Team
************ ******
Customer response
07/22/2024

While I appreciate the resolution, I am quite disappointed to learn that it can take up to 60 business days to correct a mistake on my credit report. This delay is concerning, as it affects my credit profile and potential financial opportunities.

I hope that Brinks Home can find a way to expedite this process to ensure a quicker update on my credit profile. Thank you again for your assistance.

Sincerely,
***** ********
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I cannot get Brinks to terminate our home security service contract, despite the fact that our system does not work. it has not worked for years. All attempts to resolve the issue are roadblocked, they refused to service our warranty, and the last technician visit (6/26/2024) STILL has not fixed the problems.Brinks asserts we automatically renewed for 36 months on May 7, 2021 which has expired.They say we extended the contract AGAIN for 28 months on Sept 9, 2021, five months later. That is simply insane. Why would anyone extend a contract twice in 5 months?All we want is to terminate the service we are not receiving. They want a $1300 buyout penalty.Help.
Business response
07/09/2024
*******************************
******************************************************************************
July 9, 2024
Customer #********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you requested the cancellation of your account citing problems with the alarm equipment and challenged the validity of an extension of your alarm agreement. However, as a courtesy, Brinks Home agrees to terminate the remaining term of the extension and account effective July 25,2024, without penalty. Therefore, please accept this letter as formal confirmation that there is no further contract 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., **************** Time.

Sincerely,

*************************
Executive Response Team
*******************
Initial Complaint
05/25/2024
Complaint Type:
Order Issues
Status:
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.
12/3/21 Brinks installed security system 12/7/21 Request cancellation of system-Brinks come to home & removed their system a few days thereafter. This was a non functioning system and call center.Brinks was paid 1 month in advance and 1 month thereafter although I had system for 1 week.
Business response
06/10/2024
*************************
2303 Venture Dr
************************
June 10, 2024
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. ********************** has reviewed the account and elected to pull the account from ******************* You should receive additional information regarding the closure of your account from ******************* Allow up to 30 days for this process to complete.
Please accept this letter as confirmation that there is no further financial obligation to Brinks Home. We apologize for any inconvenience suffered 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., **************** Time.

Sincerely,

*************************
Executive Response Team
*******************
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have called twice to cancel service to a home I no longer own. Brinks said they were sending me an email for a docusign to cancel and both times I did not receive the email. Their solution is to wait ***** hours for the email and call them back if I don't receive it or write a handwritten letter canceling the service. I am not disputing their 30 day cancelation and told them I am happy to pay. The risk here is I have access to an alarm on a house I no longer own because they refuse to cancel the service at the house and can't figure out how to get me an email to sign documents requesting to cancel the contract.
Business response
05/22/2024
*******************************
***************
Nampa,ID *****
May 22, 2024
Customer #*********
Case #********

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

This letter is in response to your complaint regarding the Brinks Home Account. Thank you for speaking with me in regard to your account. Your ********************** account was cancelled effective May 15, 2024, and is currently inactive, and you may disregard any future billing statement you receive.Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

Please allow this letter to serve as notice that you have no further financial or contractual obligation to Brinks Home.

Sincerely,

*************************
Executive Response Team
*******************
Customer response
05/23/2024
I have reviewed the business response and accept this resolution. The business contacted me and was able to provide am adequate resolution and further explanation. In addition they took actionable feedback to provide their employees to prevent future miscommunication.
Initial Complaint
04/17/2024
Complaint Type:
Order Issues
Status:
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.
We have had Brinks for more than six years. We wanted to change to ADT. We called to cancel the service. They said that we verbally extended the contract for another three years. We have not talked to them for six years. They want ******* to let us out of the contract.
Business response
04/25/2024
***************************
***************
******************************
April 25, 2024
Re: *************************** / Customer #*********
Case #********
Ms. *********************,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised, your Brinks Home account is scheduled for cancellation effective May 24, 2024, and the bill balance 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., **************** Time.

Sincerely,

*************************
Executive Response Team
*************************
Initial Complaint
04/16/2024
Complaint Type:
Order Issues
Status:
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.
I'm currently living in home along with mom and my kids. I formerly have been contracted with ADT Security for 9 years for the home security which came with 4 strobe flashlight (for the deaf), 2 keypads, monitors and door detectors for home safety/security. I am Deaf/Disabled.A seller from Brinks Home/BH Security stopped by my home to market about the items and to market packages on MArch 27th. The seller's name is ***********************. I do have his phone number which is - ************. My hearing daughter was with me as a witness.***** came in person and I welcomed him into my home and I was willing to listen to options. I told him that I wanted to have the same kind of numbers/equipments as I had with ADT but ***** was not willing to listen. He only offered 1 keypad but I told him that I wanted two, and he stated that he will work on it. I signed the paper agreement which specifically meant to allow the man to come and set up but he didn't bring any equipment. ***** didn't furtherly explain that it would cost more if want to add more than one strobe flash (ADT all free strobes). I only signed ONE page of agreement on paper in person with *****. ***** never came back or contact me after March 27th. I texted ***** - no response as of yet and no call backs. So, on April 11, 2024, I called Supervisor - he ordinally said he will fix the order per to what I wanted in the first place with 4 strobes. the installation was incomplete. Then I called again, unfortunately different supervisors 3 times - that I wanted to cancel the contract and all 3 supervisors refused. I only got ONE keypad and 2nd keypad 2 days later. I got one strobe but the strobe was too weak light and I won't be able to see if in case for emergency. they said that they can't cancel contract but again, installation wasn't complete. I NEVER signed any 35 pages and I never met *************************. Brinks Home sent me a copy of the contract and I was SHOCKED .Need to cancel contract.
Customer response
04/17/2024
Hello!

My name is ************************************ and Im ******************* Independent Living Specialist Case Manager. ****** and I were the one that worked on the complaint together.

Attached is the contract of the Brinks Home. ****** never signed all the 35 pages contract (as attached) - never did. ****** also does not know ************************* as you can see on the first page under Sale Representatives Name. He has never spoken to her via phone or met her in person. The only thing he signed was the actual paper when ****** met with *****. He is very concerned of their fraudulent action. He is not very happy with their business, and they refused to cancel the contract.

****** and I tried to attach the contract on the Complaint website yesterday, but the member was too high. Hope this works this time.
Business response
04/29/2024

***********************
212 Thermopylae Pass
*********************
April 29, 2024
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Hom account.

********************** agrees to cancel your account upon the return of the alarm equipment installed on March 27, 2024. A return label will be emailed to the address provided. The account will remain active until the receipt of the alarm equipment in question, at which point the account will be scheduled for cancellation. 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., **************** Time.

Sincerely,

*************************
Executive Response Team
*******************
Initial Complaint
04/15/2024
Complaint Type:
Billing Issues
Status:
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.
We got our security system around 8 years ago. It was then Protect America. We agreed to a 2 year contract with them & have continued the service since without a contract. Several years ago Brinks took over and we have had terrible customer service ever since. We decided in January of this year that we would cancel our service due to poor customer service & never getting called when our alarm was going off. I spoke with someone and told them we were displeased and wanted to cancel our service. I then received a bill in February & called back and explained we wanted to cancel & that was supposed to have already been done. I was told that I signed an agreement stating to get out of being a customer I had to sign something & pay for the last couple months theyve not been monitoring. Our alarm has gone off NUMEROUS times and weve not gotten one call from Brinks. I have asked them to send me a copy of where I signed stating that I was agreeing that I had to sign something to stop using their services. They told me they didnt have it. I asked why I was being billed for services theyve not provided & they just keep saying I have to sign a paper and pay the last 3 months for service they didnt even monitor. I have seen many other complaints of the same from other unsatisfied customers. Brinks is horrible! I want my service discontinued and my bill adjusted for the last 3 months. Paying for something youve not received services for is wrong.
Business response
04/25/2024
*******************************
*************************************
**********,** 35986
April 25, 2024
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account.

Please be advised your account has been scheduled for cancellation as of May 24, 2024. A copy of your previous contract has been securely uploaded to the BBB website for your reference. Please note that the cancellation terms outlined in the agreement also apply to Brinks Home. The agreement will automatically renew on a non-contractual month-to-month basis unless a written notice of cancellation is received from the customer via mail or emailed through DocuSign. Brinks Home respectfully declines your request for a bill adjustment.

Additionally, there is a final bill balance of $167.43, which includes charges dating back to February 2024. Upon payment of this balance,there will be no further contractual or financial obligations to Brinks Home.We apologize for any inconvenience you may have experienced while resolving 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., **************** Time.

Sincerely,

*************************
Executive Response Team
*******************
Initial Complaint
04/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I called Brinks to cancel my ************* in Dec 2023 as they had inflated the bill with unjustified charges. At that time my residual bill was approx $60 as per their Rep. *** reps at Brinks would not allow me to cancel and I was routed through multiple reps for cancellation. Finally I was told by the 3rd rep after wasting about 20 minutes of my time on the phone the only way I could cancel my service was to log on into my account. I explained to the rep that I have been unable to log on to the account despite numerous tries, it was so user unfriendly, would not accept my passwords despise resets, and I refused to waste my time any more doing that. I told their reps that since they had verified my account multiple times on the phone they needed to cancel my account.( I told that to their multiple ************* than cancelling my account, ********************** kept billing me, and last week send me a bill for $260. This is despite my them inactivating my home security service in addition nearly 4 months ago, so they kept fraudulently billing while even while not allowing me to use the alram. I called called again today, went through multiple Brinks reps asking them to deactivate my service, but Brinks would not deactivate my service and send me a form compelling me to sign that I would be liable for the $260 only then they would cancel. In Summary Brinks is a completely crooked company, make customer jump trough hoops to cancel service, continue to add numerous fraudulent charges. Please ask Attorney General to prosecute this fraudulent company. Please cancel Brinks license, this company of crooks and scamsters. please revoke their business license and levy a large fine so they go out of business. ***y made it almost impossible for me to inactivate my service and keep charging and inflating the bill despise my repeatedly asking them to cancel my service since Dec 2023.
Business response
04/23/2024
Anit Dua
*******************
*******************
April 23, 2024
Customer #********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account.Please be advised, your account has been scheduled for cancellation effective May 24, 2024.

The dispatch charge of $60 has been reversed, leaving a remaining balance of $178.34. During a previous interaction on December 18, 2023, an agent attempted to assist you with the cancellation process, but you declined. Per company policy, cancellation requires either a signed DocuSign form or a written letter to be submitted for signature.

The final bill balance owed is $178.34 which covers past due charges dating back to December of 2023. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home upon receipt of the past due balance in question. We apologize for any inconvenience suffered 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., **************** Time.

Sincerely,

*************************
Executive Response Team
*******************
Customer response
04/23/2024
I am rejecting this response because: Brinks should have canceled the service in Dec, 2023 when I requested to multiple of their agents, yet they kept charging me montly service even while disabling my ability to set alarm.
Brinks is a total fraud company, there are numerous similar complaints of customers like mine on the web when Brinks overbilled, stacked up charges.
Anyhow, Brinks never even provided services and is asking me to pat $178, Typical crooks, they should be in jail.

I will be prepared to pay $60 to settle, not a cent more, if Brinks guarantees it will not effect my credit report. Brinks needs to mail me a final settlement offer for $60, I will settle but not a ***** more
Business response
04/25/2024
Anit Dua
********************************************************************************
April 25, 2024
Customer #********
Case #********

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

This letter is in response to your rebuttal complaint regarding your Brinks Home account.

Our records indicate that during your contact with our office in December of 2023, our agent attempted to assist you in cancelling your account.Unfortunately, the call ended abruptly before the cancellation process could be completed, with you mentioning that you were not willing to sign off on any necessary paperwork. Please note that according to our policy, a signed cancellation DocuSign or written letter of cancellation is required for account cancellation. Your account will remain active until such documentation is received. The final invoice includes outstanding charges from December 2023.Once the balance of $178.34 is settled, there will be no further obligations 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
*******************
Initial Complaint
04/15/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Attention: Brinks Home Cancelation of service Customer Number: ********* I formally inform Brinks of my request to "cancel service Customer Number: ********* effective 06/04/2024." Today, Brinks informed me of a 60-month agreement for which they have no contract as I never signed or accepted it; consequently, they can't provide it to me. My previous company was acquired by Brinks, and I never had a contract with them or Brinks. If I receive any amount of a termination fee, as I was informed today I would or be reported to the credit bureau, I will be forced to immediately report Brinks to the Better Business Bureau. I recommend we agree to categorize the alleged agreement as non-contractual, as I never agreed to it or signed a contract. I await your written response.Respectfully,********************* ***********************************************************
Customer response
04/22/2024
New message for BBB files in regards to complaint #21578233.

Brinks does not have my signature accepting the terms they claim I had agreed to I again state I never agreed to what they claim. I responded with the message I provided to BBB to them again.

Thank you,

*********************
Business response
04/26/2024
*********************
******************************************************
April 26, 2024
Customer #*********
Case #********
*************************,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you requested the cancellation of your account disputing the extension of your alarm agreement. In researching this matter our records indicate you contacted our office on August 1, 2022, inquiring about options to lower your monthly rate citing other competitor offers and pricing. The agent presents the option to lower your rate to $15.99 with a 60-month term extension. You confirmed your agreement verbally to the rate reduction offer and extension and the call ended. The call is available for review at your request. To resolve this matter, Brinks Home offers a buyout of the remaining terms of your alarm agreement to cancel your Brinks Home account.

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
*************************
Customer response
04/26/2024
I am rejecting this response because: I do not accept the terms as I never agreed to **************************************************************** serviced it they Brinks simple purchase my account which was never in a contract from another provider. I await Brinks final decision to resolve this issue, as I presented previously we can agree to categorize the alleged agreement as non-contractual. Respectfully, *********************
Business response
04/29/2024
*********************
******************************************************
April 29, 2024
Customer #*********
Case #********
*************************,

This letter is in response to your rebuttal correspondence regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. As stated in my initial response to your complaint, our records indicate you contacted our office on August 1, 2022,inquiring about options to lower your monthly rate citing other competitor offers and pricing. The agent presented the option to lower your rate to $15.99 with a 60-month term extension. You confirmed your agreement verbally to the rate reduction offer and extension and the call ended. The call is available for review at your request. To resolve this matter, Brinks Home offers a buyout of the remaining terms of your alarm agreement to cancel your Brinks Home account.

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
*************************
Customer response
04/29/2024
I am rejecting this response because: I do not accept the terms as I never agreed to **************************************************************** serviced it. Brinks simply purchased my account which was never in a contract from another provider. I await Brinks final decision to resolve this issue, as I presented previously we can agree to categorize the alleged agreement as non-contractual and part ways. Respectfully, *********************
Customer response
05/13/2024

Please note I am formally providing notice to Brinks via the BBB that I no longer will use their services as 06/01/2024. I do not authorize any debiting of my accounts. I have no written agreement as I had no contract when Brinks purchased my original alarm, monitoring provider. Respectfully, *********************
Customer response
05/15/2024
**************** from Brinks was very kind to work with me and provided me a no penalty cancellation. Thank you!
Initial Complaint
04/15/2024
Complaint Type:
Billing Issues
Status:
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.
Brinks Home Security is charging me monitoring fees even though I have not been a customer since last June 2023. I have been a paying customer of ADT since June of 2023. I have been calling Brinks since 2023, and they still continue to call and send bills.
Business response
04/24/2024
***************************
******************
******************
April 24, 2024
Customer #********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account.

We apologize for any inconvenience you may have experienced while attempting to address your concerns. To resolve the matter amicably, Brinks Home has submitted your account for cancelation. It can take up to 30 days to finalize the cancelation during which time any further billing statements received may be disregarded. Please be advised there is no balance due on the account and 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., **************** Time.

Sincerely,

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

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