ComplaintsforBrinks Home

Burglar Alarm Systems

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Initial Complaint
09/04/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Two months ago, I called Brink to check the final date of my contract, and a week later, I unexpectedly received a letter extending my contract for three more years.When I called, they confirmed that my contract would end in May 2025. The agent asked why I wanted to end the contract, and I explained that I'd been a customer for more than six years, but my monthly fee increased every year, and they extended the contract against my will. He recommended a "special offer,' and I told him that those offers were always sketchy as they pushed you for three more years, which comes with higher rates later because the special offers can last for only a few months after you extend the contract. I hand up, and after that, I checked the online portal to reconfirm what I expected. I clicked on "claim your offer," a minimal amount, like $3 per month (I currently pay $76 per month, $50 higher than other providers can offer). I logged off and assumed that waiting until May 2025 would be my best option because the offer had a note saying, "subject to change at any time without notice."A week later, I received a letter saying that my contract had been extended until 2028! I called and texted customer support to ask for my contract to be canceled, and I received an extension instead.After this, I texted and called again, and the agent told me that I had signed for the extension online and that there was nothing else to do. This is insane because I have been asking for cancellation or no rendering of my contract for years, and they always find a way to force me to extend by cheating on **** called to cancel the contract when I sold my property in 2020, and they offered a discount that only lasted a couple of months after I moved to the new property. They then extended the contract until 2025 without my consent over the phone.I want my contract to end in 2025. I didn't request an extension. Brinks needs to work on customer engagement instead of forcing us to extend the contract.
Business response
09/11/2024

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

September 11, 2024
Customer #*********
Case #********
**************************************,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you on the number listed on the complaint has been unsuccessful. Please be advised, Brinks Home agrees to reverse the term extension as a courtesy. Your contract end date has been reverted back to March 27, 2025.

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 response
09/11/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
08/16/2024
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.
I am a disabled senior on a fixed income and I cant afford this payment. I was told by the person who lived to keep this service and they took care of it. I was never aware of it being 60 months. I have called and I keep a different story every time. I am moving and I cant afford to pay this because my income is changing moving with family to cut cost. Please cancel this service.
Business response
08/26/2024
*************************
***************
Conyers,********
August 26, 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 September 6, 2024. The final bill balance owed is $33.99 which covers past due charges.

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 noted in the response. 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,

*************************
Executive Response Team
*******************
Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have brinks home security. My system went down about two weeks ago. They told me I needed to have a service call from their technician. It was scheduled for 8/16. Then they told me that was canceled and after a long hold it was rescheduled for 8/20. Then I was told that was canceled and the next open time is 9/3 which is more than a month without my alarm system. This seems unacceptable and any help you can provide would be welcome, and/or post this review on you site. Thank you
Business response
08/26/2024
***********************
******************************************************************
August 26, 2024
Customer #*********
Case #********

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

Thank you for speaking with me regarding your Brinks Home account.To recap our conversation, a service technician visit is currently scheduled for September 3, 2024. In addition, we have granted credit for the past month as a gesture of goodwill. Thank you again for your business and the opportunity to serve as your alarm monitoring company. 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,

*************************
Executive Response Team
*******************
Customer response
08/27/2024
I am rejecting this response because: My issue was that it would take more than 30 days to have a Brinks service tech to ***air my alarm system which is totally inoperable after they had canceled two scheduled appointments for unknown reason.
so I have no protection from burglary or fire for a month!!
I did receive a call from a Brinks *** who apologized and said she Could Not get a service call before 9/3 which was my complaint. (So no help).
she did say she would monitor my ***air and make sure it would not be canceled. (Good)
She said she would credit my alarm monitor charges for a month. She should .. with system down they were not monitoring.

Business response
09/03/2024
***********************
******************************************************************
September 3, 2024
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. A service technician is scheduled to visit your home on September 3, 2024, and has confirmed their arrival. Additionally, we have processed a credit for the previous month on August 23, 2024.

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 response
09/03/2024
I have reviewed the business response and accept this resolution. Tech did an excellent job of repair and updating system. He erased any bad feelings I have about Brinks. He made everything better by his response and professionalism. Thank you.
Initial Complaint
08/13/2024
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 used Brinks Home Security System for over 5 years. There have been intermittent problems with the equipment (more than any other security service ever), but we've been able to resolve with technical support. In November at one such call I agreed to a monthly $15 reduced rate and two year agreement since the problems seemed resolved. Last Saturday (8/10/24) our panel stopped working and their technical support (via phone) indicated that the panel was dead and needed ***laced. They tried to give me a date in September when a technician could install a new panel. I told them that a September date (about 1 month from when the panel died) was unacceptable. We needed protection for our home and I would stay with them if they could provide a confirmed appointment for a new panel by 8/16/24, which was longer than we have ever experienced from a security service. I was to receive a call within 8 hours - a call that never came. I tried again on Sunday, 8/11 via text to get service within a week with both a *** and supervisor. Same result. I then called on Monday to cancel my agreement. After discussing my problem with a service *** and supervisor, I was supposed to get a call back with a technician visit for this week. No call back. Auto pay was also supposed to be cancelled - it didn't happen, I did so on the website today.So I called today to cancel and talked with a service manager and her supervisor. Because I had agreed to the lower rate, I would have to pay $400. I told them I would not pay them another cent. We needed security and their service was unacceptable. Was told that the contract would be cancelled when I paid the $400 and if I didn't it would impact my credit ***ort. I am not paying! I have gotten the same speil from 6 people - obviously a script.Can you please help to get this cancelled without payment of the $400?
Business response
08/22/2024
***********************
******************
***********************
August 22, 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 an intermittent problem with your alarm panel. Our records indicate you contacted Brinks Home and a service technicians visit was scheduled initially and later cancelled due to time constraints.

Please be advised, your account is scheduled for cancellation effective September 22, 2024, and the final bill balance cleared. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to resolve your account concerns.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

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

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