Complaints

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

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• 

  Brinks Home

  1990 Wittington Pl Dallas, TX 75234-1904

  
• 

  Select Security

  829 Grant St Franklin, PA 16323

• 

  Brinks Home Security

  330 Scott Ave Morgantown, WV 26508

• 

  Brinks Home Security Systems DLR - DHS Alarms

  1220 Ne 2nd Ave Fort Lauderdale, FL 33304

• 

  Monitronics

  1209 Diane Ln Elk Grove Village, IL 60007

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:07/21/2025

  Type:Customer Service 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.

  7-21-2025 Brief history:Have had Brinks Security system installed since 2018 in our home. Called Brinks in mid April 2025 to cancel monitoring services (had no active contract). Customer support said "no problem" - your ******************** is cancelled. Provided reason - using a local provider. New system installed April 15, 2025 Auto payments continued to be charged on April 25 and May 28 2025 Called Brinks on May 29th to inquire why I was still being charged?**************** *** said she had NO RECORD of ending our service in April??Asked if we signed a "cancellation of service" agreement in April- No we did not. **************** *** at that time did not ask us to sign anything. Electronically signed the cancellation of service - while the *** was on the phone with us in May. On June 28, I received a paper bill for 24 hour monitoring services from 6-19 to 6-25 ??Have been Receiving daily emails asking us to restore our service with Brinks. Received an account cancellation letter on 7-1-25, asking us to "come back" to Brinks. Received a "Make a payment today" letter on 7-13-25 saying if we did not pay our balance of *****, we would be turned over to a collection agency??7-21-25 Spoke with a "supervisor" today who told me I had to pay for 30 days past cancellation as required by the company. Why? Cancelled on 5-29-25. Why am I being billed for monitoring from 6-19 to 6-25? ***** in their processing?? I believe this company is using fraudulent practices to keep customers paying for monthly ******************** even after they cancel their services. Especially since they have "no record" of my call in mid-April, when I was led to believe that my service would be immediately terminated. Extremely disappointed and I believe after seeing MANY other reviews online that this company needs to be investigated. I will be filing a complaint with my Attny. General's office as well. This fraudulent and misleading business practice needs to stop. Called 7-21-25 to re

  

  Business Response

  Date: 07/22/2025

  ***** *******
  ************************************************************************************
  July 22, 2025
  Customer #********
  Case #********
  
  Ms.***** *******,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you at the number listed was unsuccessful. Please be advised, your account is inactive and as a courtesy the final bill balance of $19.95 cleared. Currently your account reflects a $0.00 balance. 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., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/21/2025

  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.

  I have been trying to cancel my service with Brinks since November of 2024. They offered me a special rate which I refused. I told them I just want the service cancelled. They never sent me the cancellation forms to complete the cancellation and I did not authorize them to continue my service. I am now getting calls from Brinks telling me that I am past due on payment. On 7/18/2025 I received a call and explained again that I just want the service cancelled. I paid them $143.92 by phone to give them what they said is past due. And they never sent me the payment confirmation email or the document to cancel service.I called them this morning and spoke with ***** and received and signed cancellation papers to complete my business with Brinks.About an hour later Brinks called me and said that I owe them an additional $488.57 which I refuse to pay.

  Customer Answer

  Date: 07/22/2025

  7/18/2025
  Phone call from MONI SECURITY. ************.
  Told me that I had an unpaid balance.  I told them that I cancelled my service back in November of 2024.  She told me that I owed ****** to complete the unpaid balance which would take me out to August of 2025.  I paid over the phone using **** to finalize the issue and wanted an email receipt for the amount charged of ****** she asked my email address.  I provided it but never received an email receipt.
  7/21/2026
  Called Brinks at ************ and spoke with ****.  I explained to her about the phone conversation from 7/18.  I told her that I had not received an email receipt from the payment I had made.  She verified that I called in November of 2024 to cancel service, at which time I was offered a monthly rate that I refused.  I assumed at this point that my account was closed and cancelled only to find out from **** that I needed to sign a cancellation form.  She emailed me the form (docusign) and I signed it while still on the phone.  **** told me within 30 days I would an email indicating that cancellation was complete. When I asked about returning the equipment, **** told me that the equipment was mine and there was no need to return anything.
  I got another phone call from MONI SECURITY. ************.  The person told me that I owed them an additional ******. This is when I got upset and told her of the conversation in November of 2024, July 18th and the conversation earlier in the day of 7/21.  She explained to me that they would review the additional charge and get back to me.  She also assured me that I would be removed from their call list and would not longer be getting their phone calls.  So less than an hour later I start getting text messages stating that I still owe them money.
  
  
  NOTE: About 2 weeks ago one of my grandchildren accidentally setup off an alarm on the control panel.  Brinks never called me about the alarm and we keyed in the code to turn it off.  When asked by my family why did Brinks not call, I told them, I cancelled with Brinks back in November of 2024 so I did not expect them to call.

  

  Business Response

  Date: 07/23/2025

  ******* *******
  ****************
  **********************
  July 23, 2025
  Customer #*********
  Case #********
  
  Mr.******* *******,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your Brinks Home account is scheduled for cancelation effective August 20, 2025. In addition, a request has been submitted to refund the payment of $143.92 back to the account of record. Allow 5 to 7 business days for processing. 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., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************
  
  

  Customer Answer

  Date: 07/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/19/2025

  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.

  In January 2023, I was contacted by a representative who identified himself as working for ***. The caller ID confirmed "ADT," and the individual who came to my home wore an ADT badge with a photo ID. Once inside, he falsely claimed that ADT was being taken over by Brinks and that I needed to sign a contract for an upgraded system. Based on these fraudulent statements, I was misled into signing a new contract with Brinks (Skyline Security) under entirely false pretenses.Following this, the representative:- Cut and removed my ADT security equipment without my consent.- Installed a Brinks panel and one camera, promising another that never arrived.- Hid my old ADT panel to prevent me from discovering the deception.ADT later confirmed that this person was not affiliated with them, and their company had no knowledge of any such transition to Brinks. I was, therefore, fraudulently induced into signing a ************** and Ethical Violations:1. Fraudulent Misrepresentation The Brinks (*******) representative deliberately misrepresented their identity, company affiliation, and the nature of the agreement I was signing.2. Deceptive Sales Practices Signing was done via tablet by the Brinks/Skyline sales person, where the contract was unreadable, and I was told it was simply to authorize an upgrade. I myself never signed anything on this tablet. 3. Breach of Contract As of May 13, 2025, my system has been non-functional, and Brinks has failed to repair it or provide adequate support. I was told the next available service appointment is not until late August 2025, which is unacceptable for a security company.4. Continued Billing for ************ Brinks continues to charge me monthly despite the system not working for months and without providing service credits or honoring my repeated cancellation requests.5. Violation of the National Do Not Call **************************** Use Brinks has obtained customer data illegally.

  

  Business Response

  Date: 07/25/2025

  ******* *****
  ******************************************************************************************
  July 25, 2025
  Customer #*********
  Case #********
  
  Ms.******* *****,
  
  This letter is in response to your complaint regarding your Brinks Home account. Please be advised that your Brinks Home account has been cancelled. 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., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/25/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/16/2025

  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.

  Account Holder: ***** ******* Submitted by: ******* ******* ********************** Representative)Nature of Complaint: Unfair contract extension, deceptive billing, & unjustified termination fees involving elderly customers.Summary:***** ******* (age 89) and her husband (*** - a US Army Veteran) have been Brinks customers since 2009. On Sept 20, 2023, they attempted to cancel service due to malfunctioning equipment. Brinks offered a discounted technician visit instead of cancellation. Brinks now claims ***** agreed to a 4-year contract extension during this call, which she disputes. She was not informed clearly of this consequence and would not have knowingly agreed. Brinks claims to have a call recording, which we request to review.Two service visits occurred on Oct 19 and Nov 3, 2023, billed at $45 each. During those visits, ****** ******* signed technician paperwork under the impression it confirmed service completion, not a contract extension.Monthly fees increased from $40.36 to $46.35 due to a Cost Recovery Fee and a Paperless Billing fee. My grandparents, being nearly 90, are not tech-savvy. They rely on mailed bills and check payments. They were never informed of a paperless billing requirement. Charging extra for this preference unfairly targets seniors.On July 27, 2025, I called Brinks to cancel the service. Brinks demanded a $1,000 early termination fee and refused to waive the paper billing fee. We view this as a breach of contracts good faith, as well as unethical treatment of elderly customers through vague verbal agreements, reclassified fee hikes, and inflexible cancellation terms.We request the following resolution:1. Immediate cancellation of the contract without penalty 2. Waiver of all early termination and paperless billing fees 3. Confirmation that the account is fully closed This appears to be a case of unfair retention practices targeting vulnerable seniors. We request the BBBs assistance in holding Brinks accountable.

  

  Business Response

  Date: 07/23/2025

  ***** *******
  **********************************************************************************
  July 23, 2025
  Customer #*********
  Case #********
  
  
  Mrs. ***** *******,
  
  This letter is in response to your complaint regarding the Brinks Home Account.
  
  As a gesture of goodwill, your account has been submitted for cancellation. The cancelling process can take up to 30 days. Please allow this letter to serve as notice that 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., Central Standard Time.
  
  
  Sincerely,
  
  ********* ***
  Executive Response Team
  ******************* 

  Customer Answer

  Date: 07/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair 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 July 3rd the security cameras for my business stopped working. I called Brinks on July 7th and let them know. They stated that they could not get a tech to my business for repair until September 10th! They also stated that even though my equipment is not working, they will still continue to bill me.

  

  Business Response

  Date: 07/21/2025

  *********** ******
  ***********************************************************************
  July 21, 2025
  Customer #*********
  Case #********
  
  Mr.*********** ******,
  
  This letter is on response to your correspondence regarding your Brinks Home account. Please be advised your account concerns have been forward to the appropriate department for a prompt response. You will be contacted by a member of the **************************** for a resolution regarding your account concerns. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/14/2025

  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.

  So I started my services with ******* in 11/21 I knew I was entering a contract I was under the impression after my contract was up I would be month to month so I called to cancel my services bc I was going with another company when I first called the *** told me I wasn't done until November and she would send me my info cancelling my service and contract I called back to get the total amount due was told ************************************************************ 2023 via email to Nov of 2027 I definitely do not recall extending my contract via email this is definitely not how I handle my bills especially when I have no record supporting I renewed a contract until 2027 in 2023 I have not received any updated equipment I've been a on time customer Im very upset I feel like this contract automatically renewed after the first contract was done I

  

  Business Response

  Date: 07/17/2025

  ****** ********
  ****************************************************************************************************
  July 17, 2025
  Customer #*********
  Case #********
  
  Ms.****** ********,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you at the telephone number listed was unsuccessful. Please be advised, your Brinks Home account has been scheduled for cancellation effective August 16, 2025. 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., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/11/2025

  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.

  I have tried multiple times to cancel my service because the equipment does not work and I cannot get it replaced without paying fees and extending my contract. Every time I try, the customer representative says I have several months left on my contract and says I would have to pay around $1,000 to end my contract. I put a reminder in my phone to call and cancel each time before my contract ends to cancel, and the same thing happens with the same amount owed. How is it that I wait a few months to cancel my contract, but the buyout remains the same? Furthermore, this company has not given me with any physical evidence that I renewed my contract when I know I did not consent to such. I also have not received any contracts via email or mail to confirm the terms and conditions, and the contract is also not accessible on my online account. My statements and insurance certificate also do not reference anything about an end date. I also asked ******, a Brinks Customer Representative, for access to my contract and evidence that I consented to extending my contract, and they allegedly emailed it to me during the phone call, but it will take a few business days to get to my email. Emails do not take days to reach the intended recipient. I truly appreciate ******** help on the issue, but it feels like Brinks is a scam. I want my contract and service canceled without a buyout fee. There is no evidence that my current contract exists, that I consented to a new contract, when my "contract" ends, or that I am legally required to buyout my contract even though I will not be receiving ********** final points:- Brinks should be transparent with their contracts, and provide customers access to the terms and conditions after receiving consent.- Brinks should not charge for monitoring service for months out if the service will be canceled, and therefore not received by the customer. Especially since they do not provide customers with evidence that they consented to a term length.

  

  Business Response

  Date: 07/17/2025

  ***** *****
  ******************************************************************
  July 17, 2025
  Customer #*********
  Case #********
  
  Ms.***** *****,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account has been scheduled for cancellation effective August 15, 2025. 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., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,On Thursday 6/26 I made a double payment in the amount of $50.00 due to the automated system emailing me and telling me that my payment did not go through? I should have never been charged because I had already made two separate payments (1st payment made at the time of signing up via phone and the 2nd payment at the time of installation which was a larger payment overall with all payments $406.48 was received).On yesterday Thursday 6/26 a billing representative confirmed the error in over payment and stated that a refund in the amount of $50.00 would be sent back to my card within 24 hours which did not ************ Friday June 27, 2025, another billing representative told me it would take 3 - 5 business days???What is going on??, why should I have to wait 3-5 business days?? Is this legal??So, at this point I don't have trust in your service because I spoke to 2 different billing clerks who have told me 2 different things (this is serious). Not to mention I was charged an additional $125 - $140 for a motion sensor which was not included in the overall package??I am going to escalate this along with the contract received and bank statements proving that I paid and then some and have received terrible customer service and dishonesty (Lied to).Site Number:700833789 Payment Appointment Numbsr:702091330 6/23 - $111.13 6/24 - 245.35 6/26 - 50.00 Total payments: $406.48 I have receipts.

  

  Business Response

  Date: 07/14/2025

  ****** *******
  ********************************************************************************************
  July 14, 2025
  Customer #*********
  Case #********
  
  Mr.****** *******,
  
  This letter responds to your recent inquiry regarding your Brinks Home account. My attempt to contact you at the telephone number listed was unsuccessful.
  
  Upon reviewing your account, our records indicate that you spoke with a member of our Executive Response Team on July 9, 2025, concerning a refund related to a presumed overpayment. During that call, it was confirmed that a payment of $49.95 received on June 25, 2025, was processed and subsequently reversed by your credit card provider. Please refer to your credit card company for validation of the information provided.
  
  Additionally,on June 26, 2025, a subsequent payment of $50.00 was processed, which offset the previously returned amount. Based on our review, we must respectfully decline your request for a refund of the payment in question.
  
  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,
  
  ****** ******
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/09/2025

  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.

  I am writing to formally file a complaint against Brinks Home Security regarding a deceptive sales interaction that has resulted in financial harm and personal hardship.February of 2023, a representative named ******, identifying himself as being with Brinks Home Security came to my door and informed me that Brinks had acquired ADT. He told me that Brinks and ADT were now operating as the same company, and that transitioning to Brinks was simply a continuation of my existing ************ This was a deceptive and misleading sales tactic. Trusting the information I was given, and I felt the representive gave me no choice, I agreed to what I was being told by Brinks. I only recently discovered that Brinks and ADT are, in fact, two completely separate companies with no affiliation. As a result of this misrepresentation, I have unknowingly paid for two separate alarm services for nearly two ******** a single mother of five, left to manage the financial fallout of my former spouse, this situation has caused unnecessary and unjust financial strain. Upon realizing the truth, I attempted to cancel my Brinks account and was charged a cancellation fee of $1,522.55. Additionally, I have paid Brinks a total of $2,983.20 since February 2023, all under false pretenses.I am formally requesting a full refund of $4,505.75, which includes:$2,983.20 in payments made to Brinks Home Security from February 2023 to present $1,522.55 in cancellation fees assessed upon my attempt to terminate the account This matter is the direct result of deceptive and unethical sales practices, and I am seeking a fair and timely resolution. Additionally, I know that I am NOT the only person who has delt with this issue, there are many complaints with people who has had the same issue. I urge Brinks Home Security to take responsibility for the actions of its representatives and issue a full reimbursement as requested. Thank you for your time and attention.Sincerely,******* *.

  

  Business Response

  Date: 07/15/2025

  ******* ****
  ****************************************
  *****************
  July 15, 2025
  Customer #*********
  Case #********
  
  Ms.******* ****,
  
  This letter responds to your recent inquiry regarding your Brinks Home account. Please be advised your account is inactive.
  
  Upon reviewing your account, our records indicate that you spoke with a member of our Executive Response Team on July 14, 2025, who confirmed the validity of the alarm agreement and the settlement payment required for the cancellation of the account in question. Based on our review, we must respectfully decline your request for a refund of the payment received. 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., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/08/2025

  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.

  We've had a Brinks home security system for 10+ years (10 years at our current residence and several at our previous residence), but it's been a constant source of frustration lately. We've experienced frequent false alarms and malfunctioning sensors and cameras, leading to police showing up at our home unnecessarily. Despite our repeated attempts to resolve these issues, Brinks' only proposed solution was for us to upgrade our system and extend our contract.When we tried to cancel our service, we were informed it would cost us $500. This left us with an unacceptable set of options:Continue paying $52.52 monthly for a system that doesn't work and causes undue police intervention.Upgrade our system, which would cost an additional $908 for equipment, a $75 technician fee, and an increase to $86/month for monitoring. This would also require a 35-month contract extension.Cancel our service and pay a $500 fee.Essentially, after more than a decade as loyal customers, our choices to escape a faulty service were to either pay more money and extend our commitment or pay a significant fee to simply walk away. This feels, frankly, like extortion.We've since placed a stop payment from our bank account; and our contacting you, the Better Business Bureau, looking for assistance to cancel our service without incurring any fees and ideally receive a refund for two months of service fees, given our ongoing issues since May 9th, 2025. (Brinks only offered a one-month refund if we agreed to the system upgrade, which we declined.)More details have been attached below.

  

  Business Response

  Date: 07/14/2025

  
  ******* *****
  *****************************************************************
  July 14, 2025
  Customer #*********
  Case #********
  
  Mr.******* *****,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account has been scheduled for cancellation effective August 11, 2025. In addition, as a courtesy a request has been submitted to refund payments received for the June 2025 and July 2025 billing periods back the account of record. Allow 7 to 14 business days for processing. 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., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/17/2025

  I have reviewed the business response and accept this resolution. I appreciate them reviewing the information sent and agreeing to terminate their service with no penalty and refund of the past two months where service was not working.  One we receive the reimbursement we will consider this process closed.