ComplaintsforCapital Connect, Inc

• Initial Complaint

  09/28/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We answered the door to a door to door sales lady for Brinks security system, her pitch was for a ring doorbell and one camera for which we didn’t have with ADT at that time. In June of 2021. One day we had a storm that caused us to have to replace our internet box due to the storm damage, which caused the cameras to not work, we tried resetting the cameras it would not work, we called for service to come out several times and each time we were told someone would call us to schedule an appointment. No one ever I mean never called, also the battery in the main box didn’t even last one year say battery low. At least when we had ADT we never had a low battery and ADT would come out and service for those kind of things on there own when required service. So now we’re ready to cancel our contract with brinks/ Capital Connect and on there website explain if you want to cancel it shouldn’t be complicated call 800-447-9239 and ask for a easy DocuSign cancellation procedures, which includes an explanation of their 30-day cancellation process and what to expect on your final bill. You will receive your cancellation documents via email within 24 business hours from Brinks Home via DocuSign. But what Sara, Brinks customer service rep told me, is that she can’t send me the Docusign cancellation procedures she can only send me the buyout amount and it must be paid before she can send me any Docusign cancellation procedures. On top of that she tried to offer all kinds of discounts for us not to cancel. On their website say it shouldn’t be complicated and I quoted that to her but she refused to send what Brinks state on their website. I asked her if I need a lawyer for this she said no. But we believe we might. After paying and still paying month after month for service that don’t work. I say service and not just equipment because our alarm went off a few times and not only did no police come but also not even a phone call from them. This company is a disgrace.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Our Brinks system was sold to us by Will, a door to door salesman from Tennessee. Nice kid, but the system has not worked since November 2021. I have contacted Brinks at least 5 times. They have promised technicians will be in contact, then gave the number to Capital Connect. No returned calls or answer their phones. Terrible customer service. We pay for a system that doesn’t work and just need a technician to fix the problem. Fed up. ADT was worth the extra $20 a month. They ALWAYS sent someone out and checked back to make sure the issue was solved.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with a door to door sales rep who claimed to be from Brinks and mentioned a home camera, doorbell camera, and protection for all doors and windows for $67 a month. What I received instead was one camera outside that is faulty and has to be manually reset often, no doorbell camera, and a glass break sensor device instead of sensors on each window. During the summer I had to have a technician come out and recalibrate my cameras. After discussing my concerns with him he admitted that I was getting overcharged and should call into Capital to see what can be done. After recently talking to other Brinks customers, I saw just how much I was over paying. On 1/24 I called into Capital for customer support and received extremely rude customer service from Supervisor **** instead. I wanted to know options of what can be done to either lower my bill or actually receive the products I’m paying for but instead I was pushed to say I wanted to cancel. I have never received such bad customer service for any high priced service as I have with capital connect. I really wish I never answered the door for the sales rep. I would like to receive either the full services and equipment I pay for or a discount to service since I’m stuck in this awful contract for 3 years.

  Business response

  02/01/2022

  Customer received equipment listed upon on their attached agreement. There was not discussion prior to this of receiving more equipment. This is the first we have heard from the customer in 10 months regarding any missing equipment. Typical turnaround for equipment promised and not installed is 90 days. $62.99 is our base rate and $65.99 is the rate with 1 camera

• Initial Complaint

  11/08/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up with Brinks around 05/03/2021. The rep advised me he was a sales rep for BRINKS security and not Capital Connect. The rep advised I would be charged $69 monthly. I have thus been charged $76 every month. I have also not received any contracts nor did the representative tell me they were pulling my credit! After he advised me of the price, I said I would like to shop around. He then went on his tablet and showed me some bogus numbers of other companies, including ADT which made Brinks look cheaper. I asked the rep if at anytime I am unhappy with the customer service, or feel the need to switch to another provider, can I do so at no cost? The rep assured me that there is NO cost or fees, they would just reach out to a technician to come pick up the equipment. On May 19, I noticed the front door camera was not working. Not even sure when it stopped. I spent over an hour on the phone with Brinks just trying to get the issue resolved. About a month later, I had issues with the doorbell camera again. It basically would record when it wanted too. I would come home and see packages at my door with no notifications or recordings of anything. Up to yesterday I had a package delivered in which I found out by the Amazon app. No recording or notification. I reached out to Brinks on 8/19 who advised me they are actually not responsible for my account, Capital Connect is. I also asked, if the cancellation at anytime would still apply, apparently that was a lie by the rep. Since then I have been back and forth with the rep who lied about the no charge cancellation & he scheduled a technician to fix the camera and to add an outdoor camera for the inconvenience. No one has showed up. I called Capital Connect, the rep stated "You didn't hold up your end of the bargain, so no technician was sent. You tried to get a free camera out of us, so have a good day". I have been calling, no answer. No technician. I want out of this agreement from this bogus, dishonest company.

  Business response

  11/10/2021

  We were not informed of a camera not working, we were only informed the customer wanted an additional camera which was promised by the representative with a referral which was not provided. We are happy to service the camera that is not working. Additionally you are able to cancel at any time but there is a cancellation fee owed to do so. Because of the poor experience with the representative  we are willing to let this customer cancel at no penalty to her. We do not want her to feel lied to or misinformed 

  Customer response

  11/11/2021

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID 16112327, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  ******** *******
  
  
   
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  see Attached document

  Business response

  11/10/2021

  Replied to previously filed complaint and confirmed we will cancel and release from her agreement at no charge 

  Customer response

  11/10/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16090128, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  11/10/2021

  We understand Ms. Walenta's complaint and while we do have a signed contract with the same email provided here as well as a recorded call done with her. We are willing to let her out of her agreement at no cost to her or her husband. 

  Customer response

  11/11/2021

  I got the message from Capital Connect. I am glad that they will cancel my agreement but I would like that in writing and that they would call me for an appointment to get their equipment out of my house and I don’t want Parley Brown on my property. Thanks for all you did it was appreciated. 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  August 3, 2021 ***** ****** knocked on our mother's door. Mom thought Mr. ****** was providing an upgrade to her ADT security system. Within an hour his assistant disconnected ADT and installed his company's devise. He made no other changes. ****** had her sign a 15 pg 60 month DocuSign contract between herself and Capital Connect, Inc. An audio tape was made when she was asked verification questions. She verified an email address which was not hers and stated she did not have a power of attorney which she does have, my sister.The DocuSign contract was supposedly sent to the "bad" email so she never received the contract. Someone also cancelled her ADT contract by faxing an invoice to the company. Since she gave ****** her ADT password, we cannot verify who cancelled ADT contract, however, it was not the family. I contacted CC to void the contract based on fraud. The company will not cancel the contract unless 80% of the contract balance is paid.

  Business response

  10/25/2021

  As the customers daughter explained, we did do a recorded quality assurance call with the customer where we verify the terms and conditions of the agreement as well as the email address on file, which is where the contract is automatically sent to via DocuSign. I have attached the contract and recorded call for convenience. In addition to the contract and call I am also providing a cancellation letter written by the customer directly to her previous provider.  I also reached out to the customer's daughter in attempts to get the Power of Attorney documents. Although we do clarify in our recorded call and ask directly if a Power of Attorney is in place, we would cancel the account at no penalty if the Power of Attorney documents were signed, prior to the date on the agreement.   

  Business response

  11/12/2021

  Though we have provided a contract and recorded call with an email provided by the customer, her daughter is asking for additional information we are unfortunately unable to provide. After extensive review the cancellation team has decided to terminate Mrs. ******'s account with no financial penalty  

  Customer response

  11/22/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16040378, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****************
  
   
  

• Initial Complaint

  07/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This company is dishonest. I spoke with a “***** *****” today to have my service canceled. The emails provide bounced back. This company did not tell me they were affiliates of Brinks they said there were Brinks, the equipment has been in my house for less than 30 days. Installed on June 28 and it’s not working, I requested on July 15 that the equipment be removed. This company is horrible, I am I am in disbelief by their practices. I would like to have my account canceled, contract canceled equipment removed and no charges or fee assessed.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My parents have been with ADT for 16 yrs, in December 2020 a sales rep from Capital Alarm/Connect Security came to my parents home and informed them that there could be delays with emergency calls because ADT is out of state and Brinks is in California, so my parents switch to Brinks. When I called ADT they said that was not true. The problem is that when the rep sold the service he did not contact ADT while at my parents home he sent a cancellation letter to ADT which they never received and they said they don't take written cancellations it must be a verbal cancellation. This caused my parents to be charged $49.99 from Jan-June ($249.99) I've called the rep, Brinks and ADT no luck of getting my parents funds back. Brinks said they do not go door to door for sales and it was a 3rd party vendor, Capital Alarm who did this. I feel the rep took advantage of my elderly parents, my father has dementia and my mother is easily confused. This is elder financial abuse.

  Business response

  08/02/2021

  The customer stated they would be happy with a refund of $120. A check went out in the mail Friday to them to resolve the issue 

  Customer response

  08/12/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15677782, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  05/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Brinks rep came out to my home on 04/17/21 to sell equipment and service. The rep pitched Brinks and never mentioned that his company was called Capital Connect. I advised the rep that I did not have internet in my home yet, so the cameras and doorbell would not work. The rep advised me that he could have the equipment installed that same day and once I got internet, he would send a tech back out. I called and texted the rep to get a tech out to connect the equipment to my internet and he said he would send someone out. No one called or came out. I called Brinks to let them know about the issue and they advised me that I would need to speak with Capital Connect which is how I found out that my service contract was not actually with Brinks. I spoke with ***** (Capital Connect) multiple times and he argued with me about getting someone out. I told ***** to cancel my service and I was advised that I COULD NOT cancel. I never received my signed contract until today via email.

  Business response

  05/24/2021

  We serviced the customers home on Saturday 5/22. Customer stated he was happy the cameras were now hooked up. We apologized several times for the issue and will be refunding a month of service for his interaction with our corporate office. Refund was processed directly back to the card on file.

  Customer response

  06/21/2021

  Rejecting the response because a technician came out and did work that was already supposed to be done. I would like to be released from the contract without any penalty.

*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. ↩