ComplaintsforBrinks Home

• Initial Complaint

  05/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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
  ******************* 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We pay Brinks a monthly monitoring fee as well as a maintenance fee. On April 11, 2024, I learned that our system does not function properly. I reported our issue to Brinks and confirmed our system failure with a Brinks Technician. The technician transferred me to a "manager" named **************** She stated she could replace all our equipment if we would agree to a 48 months at $38.54 for monitoring and maintenance. I told her that I wanted to know more about the new units that would replace our existing components. ****** * told me she would call back after her lunch hour, which was at 12:30 CDT. I never received a call. *rom April 11, 2024 through April 16, 2024. I called rivals to solicit prices from them.On April 14, 2024, I went in to my Brinks' phone app and noticed that I had a message. Brinks scheduled an installer to our house for April 17, 2024 without talking to me. On April 16, 2024, A manager named ******* took my information and told me that Cierra * would call me in 10 minutes. Ninety minutes later, I had no call. In the meantime, we continue to pay for a worthless system. After speaking to five people today, I finally reached a technician named ** who transferred me to Carlata for the information I requested. I am to receive an email that will explain what Brinks is prepared to do to rectify matters with our home security system. In addition, Brinks is to include new equipment pricing in the same email.

  Customer response

  04/16/2024

  In my originainal complaint, I stated that Brinks would be sending me an email.  I never received an email for a quotation.  Consequently, I went to the Brinks' Chat Room.  The agent said she was unable to provide the replacements that **************** F had committed to on 4/11/2024.  I got absolutely nowhere.  So, I asked her for prices on a replacement system plus adding a doorbell camera, going to from seven motion sensers to 12, two door contacts to seven, and potentially two outdoor cameras. Her quotations excluded the five additional door contacts, but included the remainder of the new gear plus the equipment that was to be replaced under our maintenance agreement. She sent me an "estimated billable" quote for $2,484.00. She said Brinks required a technician to test the system before she could remove the "replacement equipment from her quotation." I told her that if she read the notes that she would learn that a technician had tested our system with me on 4/11/2024 and that a manager named, Cierra ** agreed to the replacement.  Crickets...end of chat.   

  Customer response

  04/16/2024

  I spoke to three more people at Brinks today - *******, ******, and *****. *****, a manager, confirmed that Brinks would replace my existing equipment and add five motion sensors, five door sensors, 2 CO devices, and three cameras (a doorbell camera and two outside cameras) for $1,798 plus tax.  He told me that our monthly monitoring fee would increase from $38.54 to $43.95 over 48 months. At least now, I have a budgetary figure to make an informed decision as to stay with Brinks or move to another company. ***** told me that their systems are hack-free.  However, I could not ascertain what the real operational distances were between sensors and control panel. I suspect that is our issue today, that a few of our motion sensors exceed effective communicative distances from our panel.

  Customer response

  04/17/2024

  I went into the Brinks Chat Room on 4/16/2024 at 21:41 and chatted with Aldin (see attachment).  ***** advised that I needed to contact Brinks corporate today to obtain the information I requested. Today, I call and spoke to *****. I told her that I wanted to ask **** in corporate is I could get a copy of his estimate.  I told her that I also wanted to know what the effective working distances were from Motion Sensors and/or cameras to the main panel. She put me on hold and then returned to tell me that I would have to wait for a reply because the company was responding to my Better Business Bureau complaint.   

  Customer response

  04/17/2024

  *rom: ***********************
  Sent: Wednesday, April 17, 2024 4:00 PM
  To: ****************************************************************
  Subject: Request for confirmation
  
  Dear Brinks:
  
  I spoke to **** in the corporate office yesterday and requested that Brinks replace our current security system as Cierra * agreed to on April 11, 2024, and to add additional components.  He gave me a quotation of $1798 plus tax. I tried calling later,but the offices were closed.  So, I went to the Chat Room and communicated with ****.  **** told me that I needed to call today.  I called and spoke to *****.  I asked her if I could talk to **** in the corporate office because he gave me a quote yesterday, that I wanted to know what the effective range was for Motion Sensors and / or Cameras to communicate with the main panel and I wanted to confirm his quotation.  ***** placed me on hold and, when she returned, she told me that the company was responding to my BBB Complaint and that I would receive a response as part of that process.
  
  I do not know how long it will take Brinks to respond.  However, we do not have a working system.  Yet, we continue to pay Brinks for maintenance and monitoring. I am including part of my bid-tab and asking Brinks to confirm its accuracy or correct it if I erred.  I also have a few technical questions that need to be addressed. Lastly, we need to know what Brinks timetable is to resolve the issues with our current security system.
  
  Thank you.
  
  ***********************
  ************
  
  

  

  Business response

  04/24/2024

  ***********************
  5221 Winged Foot Drive
  **************************
  April 24, 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 advised of an equipment upgrade offer and requested a follow-up to clarify the details of the offer. In researching this matter our records confirmed multiple options were presented to upgrade your alarm equipment during recent calls to our **************************** Unfortunately,you advised you wanted to weigh your options before making a final decision.
  
  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

  04/25/2024

  Dear Better Business Bureau:

  In my April 17, 2024 communication to BBB, I stated that "... ***** placed me on hold and, when she returned, she told me that the company was responding to my BBB Complaint and that I would receive a response as part of that process."  I did not receive any messages from Brinks Home Security until ************************* left a message on my mobile phone on April 23, 2024, at 17:50 EDT. **************** must have called just before his quitting time because I could not reach him until after he returned from lunch on April 24, 2024. 

  On April 24, 2024, I called Brinks and requesteed to speak to *********************. A colleague named **** took my call and recorded my information that I asked to be shared with ****************. I finally reached ****************. He wanted to know why I had not responded to their equipment offer.  I told him that I was in the Brinks's Chatroom with ***** and she made it quite clear that Brinks Home Security would not accept my calls until after the company had responded to my BBB complaint.  **************** assured me that Brinks Home Security wanted to make things right. 

  I explained to **************** that, after soliciting rivals' estimates and learning more about recent local code changes, I had revisions to make to our security system and that their prior quotes could be tossed or revised. I reiterated that I expected Brinks Home Security to replace the equipment we currently have and, in addition, I wanted to purchase additional equipment - five door sensors, two Motion Detectors, two CO Sensors, one 4K Doorbell camera, two 4K outdoor cameras, and installation.  **************** wanted to send a technician to our home to provide us an expert recommendation. I told **************** that we knew what we wanted, that we have had security systems since 1975, and that I, far from being an "expert", had installed security systems and camera surveillance in facilities around the world.  **************** told me that he would reach out to his trusted technical guru and have them get in touch with me to iron out the details.

  I received a voice mail from **** (**********) at 18:17 EDT on April 24, 2024.  When I called back, she was unavailable. ******* told me that she would have Alexandria return my call at 10;00 EDT on April 25, 2024. I never received the call; consequently, I called Brinks Home Security.  I spoke to ******.  She tried to reach ********** and *********************. ****** told me that she would have one of them contact me. 

  In the meantime, I am quickly tiring of being stonewalled.  

  Kind regards,

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

  Customer response

  04/25/2024

  Dear Better Business Bureau:

  Today, I have had two conversations with ****** and **** within Brinks Home Security. Both have been unsuccessful in placing me in contact with decision makers named ********** and *********************. According to ****, ********************* was "on break" and Alexandria was "on the phone".  I explained to **** in my call at 10:57 EDT that I already had a conversation with ********************* and that **** told me yesterday that he was going to have one of his most trusted technical people reach out to me. Since ********* was the one who called after my call with *********************, I assumed she was the "guru".

  I guess the good news is that Brinks is taking my calls. The not so good news is that I am no further along in my pursuit than I was two weeks ago.  I still need our existing system replaced.  I also want to purchase addition equipment. As I mentioned to ****, Brinks needs to either respond to my requests or tell me to find another vendor. I have lost what little patience I had with this organization.

  Kind regards,
  

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

   

  Customer response

  04/25/2024

  Dear Better Business Bureau:

  ************************* called to let me know that his "guru" is ********* and that he reached out to her to get a status update on our account. He assured me that I would be hearing from her as soon as she is off her current phone call. He said that he would check in later after I have had an opportunity to speak to ***********

  Kind regards,

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

  Customer response

  04/25/2024

  Dear Better Business Bureau:

  *********************************** and I were able to reach an agreement. Brinks scheduled an installer to be at our home on May 1, 2024 to replace/update existing equipment as well as to install new equipment. 

  Thank you for your intervention!  We can close out my compaint, assuming that Brinks will in fact show up on May 1, 2024.

  Sincerely,

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

  Customer response

  05/03/2024

  I have reviewed the business response and accept this resolution. 

  Dear Better Business Bureau:
  
  *********************************** and I were able to reach an agreement. Brinks scheduled an installer to be at our home on May 1, 2024 to replace/update existing equipment as well as to install new equipment. 
  
  Thank you for your intervention!  We can close out my compaint, assuming that Brinks will in fact show up on May 1, 2024.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had Brinks for 7 years at this address. I have always had my bill on auto pay. My husband and I are retired and we need to cut our expenses. My husband called brinks. I called brinks twice and told them we dont want our security service anymore. They informed me 2021 I signed a contract via email and I have over a year left and if I cancel I will have to continue to pay them. I told them to send me a copy of the contract I signed via email. I do not remember doing that because I cant sign a contract on my computer. All I want is them to suspend my service. I do not want it anymore. Can you please help me ? My customer number is ********

  

  Business response

  04/23/2024

  *** and ***************************
  66 Deer Run
  **********************
  April 23, 2024
  Customer #********
  Case #********
  Mr. & *****************,
  
  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 cost saving measure. Please be advised, your Brinks Home account is scheduled for cancellation effective May 22, 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
  *************************

*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. ↩