Business Profile

Burglar Alarm Systems

Brinks Home

Complaints

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

Customer Complaints Summary

3,684 total complaints in the last 3 years.
638 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/12/2024
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.
I was told that I verbally agreed over the phone to an extended contract. However, I feel that I was given incorrect information. I believed I was in a month to month agreement and went to cancel my contract today with Brinks Security. They told me I had verbally agreed to extending my contract to October 2026. I am going to subpoena the recorded conversation on 7/7/2022 to prove that I thought I was agreeing to a one year contract that then went month to month.
Business Response
Date: 08/21/2024
***********************
*******************
*******************
August 20, 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 and challenged the validity of an extension of your alarm agreement. Please be advised, your account is scheduled for cancellation effective September 20, 2024. 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: 08/21/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:08/12/2024
Type:Order Issues
Status:
AnsweredMore 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 Jan 23, I called to get a quote for the new home I bought Dec of 22 (my old home was rented under a 1 year lease) I asked about another 6 months sign up for the old house since my contract there expired in 2014 & asked for a quote for 4 years for the new house. I have emails directly from Brink with quotes for both scenarios. I then added my tenant to my contract to be able to pay for the services at my old house. I thought I was all set until this spring when my tenant decided she no longer wanted the services. I told her to call & see when the 6 mos price lock expired. She called & they told her that she had signed up for a 4 yr contract & it could not be broken. Now, I am livid cuz how could she enter into a contract under my name. They gave us the date & time that she called we knew this never happened. Then they changed their story & said that I called & requested a 4 year term to bring down my rate, which is nonsensical as my renter had signed a 1 yr lease. I offered to send them a copy of the notarized lease & asked for a copy of the recording where I asked specifically for a 4 year term for my old house & asked for a copy of my contract that I allegedly signed. They refused to provide me with any proof at all. Then I started researching user experiences online & I see this is a common practice. Often the people you are talking do not speak English as their first language & fast talk you into services you didnt actually agree to. I offered them a fair resolution, to pay whatever the total fees would be for the time my tenant used the services, non discounted. They refused. Whoever I did talk to last Jan is a scammer & took advantage of a sleep deprived overwhelmed first time mom. Now, they are calling & harassing me, asking for money but when I ask for a copy of my contract, they send one dated for whatever date I am speaking to them. My name's spelled wrong & it isnt on official letter head. Then when I confront them they hang up.
Business Response
Date: 08/20/2024
*******************
********************
************************
August 20, 2024
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. Our records indicate you spoke with a member of our Executive Response Team and agreed to the option of having a service tech dispatched to reinstall your alarm equipment once you have moved to your new property. The service appointment is currently pending for August 31, 2024, and as a courtesy the service fee has been waived. We apologize for any inconvenience caused during the resolution of 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
Date:08/12/2024
Type:Delivery Issues
Status:
AnsweredMore 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.
Brinks Home security is charging me a $206.71 on a house, I havent lived in 2?? years and I didnt order this service. I just got a bills and I dont know how they got my new address or information. Why would I order security on house I dont live in. I work hard to built my credit and now they threaten me to put on my credit.
Business Response
Date: 08/21/2024

***************************
****************************************************************************
August 21, 2024
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. In your complaint you requested an explanation of the charges billed. In researching this matter, our records disclosed the billing is associated with an account located at *************************************************************. The account in question was acquired by Brinks Home as a part of the acquisition of Protect America in August of 2020. Per our records the account was established on June 24, 2018, with an initial term of ***************************************************************************** question through June of 2024. Further research disclosed a call dated August 12, 2024, where you questioned the billing of the account and advised the property was actually owned by an in-law.

To resolve this matter, your account is scheduled for cancellation effective August 31, 2024, and the bill balance cleared. Currently the account reflects $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
*************************
Initial Complaint
Date:08/10/2024
Type:Billing Issues
Status:
AnsweredMore 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.
They keep charging me monthly for a system that does not exist.
Business Response
Date: 08/16/2024
*******************************
**************************************************************************
August 16, 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. Please be advised an adjustment of $59.66 has been applied to the account to offset the cost and currently your account reflects a $65.65 balance. The balance of $65.65 is due to your bank reversing the charges, along with a refund that we processed in addition. We apologize for any inconvenience suffered while attempting to resolve your account concerns.

Please feel free to contact me directly to address your 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
Date:08/10/2024
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.
We originally enrolled with service through DFW security. It was bought by Brinks Home Security. We were told we would have to up grade our system in order to be serviced by Brinks. We didnt want to, so we asked to cancel our service. We have called repeatedly to cancel, and they have run us around transferring us to different departments. We have sent emails, to cancel. They keep sending us monthly bills, but they are not providing a service, because our equipment is too old. We finally cancelled our automatic withdrawal, and still they will not let us cancel our service. We have provided our account number, address, and everything they have asked for. But we dont know our safe word for our account. We never changed it from what we had with DFW security. They are sending us to collections, please help us! They have billed us ****** since we cancelled the auto withdrawal.
Business Response
Date: 08/20/2024
*******************************
***********************
***********************
August 20, 2024
Customer #*********
Case #********
***********************************,

This letter is in response to your complaint regarding your Brinks Home account. In your complaint you requested the cancellation of your account citing multiple requests and a continuation of billing. Our records indicate you contacted our customer service department on May 15, 2024, but were unable to secure your account information and were instructed to email our correspondence group for assistance updating your account information. There is no record of receipt of any request to update your account information or the cancellation of your account.

To resolve this matter, your account is scheduled for cancellation effective August 31, 2024, and the bill balance cleared, currently your account reflects $0.00 balance. 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
*************************
Customer Answer
Date: 08/20/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:08/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
Disabled veteran, ****** ******* *** signed a contract with Brinks for an alarm monitoring service and video surveillance Feb 2023. Brinks sent a 3rd party contractor that installed the monitoring service and door bell surveillance. The doorbell has never functioned properly. I called today for troubleshooting. To my surprise the contractor sent by Brinks installed a Brinks monitoring system and a Blink doorbell. Per Brinks customer service representative these systems are not compatible. We have alarm monitoring only with Brinks. I advised him this is insane. We were misinformed of the service we were getting through Brinks. We would not have contracted with Brinks. The contractor also installed two apps on ******** phone once he finished the installation: Brinks Home and Blink. The representative advised we are in a 5 year contact and to cancel will cost $2,310.00. I would like to ****** the contract without penalty. We were misinformed and would have never purchased an alarm system without video surveillance included.
Business Response
Date: 08/20/2024
****** ********
***************************************************************
August 20, 2024
Customer #*********
Case #********

Mr. and Mrs. ******

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 camera issues.

Our research indicates that you received an additional doorbell camera at no cost as an incentive. Please note that this camera is not included in your contract, and you are not being billed for it by Brinks.Brinks Home cameras function as self-monitoring devices, similar to Blink cameras. We recognize your preference for having a comprehensive system from a single provider, and we would like to offer you a replacement doorbell camera.

Please be advised you are currently in the first term of a 60-month Alarm Monitoring Agreement starting February 23, 2023, and ending February 22, 2028; currently 42 months remaining in term. To resolve this matter, Brinks Home offers a discounted buyout for the remaining term. A payment letter will be sent to your address,and your account will be canceled upon receipt of payment. Be advised, your account will remain active until the receipt of the buyout payment; otherwise,it will continue until February 22, 2028, contract end date.

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: 08/21/2024
I am rejecting this response because:
The response stated Brinks tried to contact us for resolution. We completed a search on our phones and neither of us received a phone call from below number or voice message for a return call.
Brinks provided fraudulent information prior to signing the contract. We ordered security monitoring services with the doorbell camera/video. You did not inform us you were providing that free as an incentive from another company (*****). We would not have contracted with your company. Your contractor hooked that up as if it was a Brinks package.
You mislead ****** ********, disabled veteran, regarding a product to protect our home. You omited key information from the initial transaction that you only provide security monitoring services. I feel we are victims of consumer fraud and should not have to pay to cancel the contract.
We have not received a letter. Can you email to ****************************** or attach to this complaint?
Business Response
Date: 08/27/2024
****** ********
*************************************************
August 27, 2024
Customer #*********
Case #********

Mr. and Mrs. ******

This letter is in response to your rebuttal complaint regarding your Brinks Home account. Thank you for taking the time to speak with me. To summarize our discussion, Brinks has offered to replace your camera at no charge, unfortunately you have chosen to decline the offer. As a result, a payment letter was sent to your address, and your account will be canceled upon receipt of payment. Please note that your account will remain active until the payment for the buyout is received; if not, it will continue until the contract end date of February 22, 2028.

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: 08/31/2024
I am rejecting this response because:
As stated in my previous complaint, Brinks representatives lie. In the first response she stated she has tried to reach out to us. When she called me she stated she responded to the complaint and then got busy and was not able to reach out to me.that day. The representative lied in this complaint stating she offered me a free doorbell. She offered me a doorbell, but stated if a technician has to come it ******* a $75 charge. Then she also stated to get a monitoring service for the doorbell will require an increased monthly payment. I declined. I received.the settlement offer of $1,800. I am not in agreement with this amount, but willing to pay $500 to cancel the contract. Brinks is.not a reputable company. They lie to sell services and use fraudulent tactics to get consumers to sign contracts. They never stated the doorbell was given to us free as an incentive. As stated before, we would.not have contracted with a monitoring company to receive less. We had ADT with full monitoring service and outside cameras prior to Brinks. We were lied to.and still being lied to. This is very poor customer service.
Initial Complaint
Date:08/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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 called several times and have had several disappointing encounters with repairman and installers from this company. I have requested a replacement for over 1 year for a bad battery and a non-operational camera. I am seeking a refund and to be out of my contract. Even with products under warranty I am told there will be a charge for everything. This is unacceptable. I had 1 year left in my contract. I was told that I would have a reduced rate for extending. I extended 2 years and maintained a warranty. I am very disappointed and feel cheated.
Business Response
Date: 08/16/2024
*********************
*******************************
***********************
August 16, 2024
RE: *********************/Customer #*********
Case #********

Dear ***********************,

This letter is in response to your complaint regarding your Brinks Home Account. My attempts to contact you regarding this matter have been unsuccessful.

On July 24, 2024, you reached out to our office with inquiries regarding a new video doorbell. Our representative provided you with the pricing for the equipment, which you declined. Subsequently, you were directed to the ****************** to explore potential promotions or discounts. You accepted an offer for a technicians visit at a fee of $25 to facilitate the installation of a new doorbell camera with an extension,thus avoiding the equipment cost.

Furthermore, on August 9, 2024, you contacted our office to report that your front camera was offline. It was later determined that this issue was related to your Wi-Fi connection. Please note that maintaining sufficient Wi-Fi speed to support your cameras is the responsibility of the customer. We recommend contacting your internet service provider to inquire about higher speed options or consider purchasing a Wi-Fi extender. You expressed interest in obtaining a new Wi-Fi extender but declined the associated payment. Our agent then presented an offer related to the Wi-Fi extender. Section 16 in your contracts outlines the extender service options.

We can send a service technician to fix your alarm equipment under warranty at no cost. This will not include a new Wi-Fi extender, but the technician will return to address the issue. To resolve this issue please contact me. 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
Date:08/09/2024
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 entered into a one-year renewal contract for security services. When I called to cancel the account, I was informed that my contract was still active until 2027 and that I would owe nearly $2000 to terminate it. The representative referenced a three-year renewal agreement from 2022 and a five-year agreement from 2019, both of which extended the contract duration. However, nowhere in my account information or on any statements was there any indication of the specific contract term dates or where I stood in the active contract. Although they claimed to have sent this information when I agreed to the extensions, I never received clear details regarding the actual length of the contract. Even after requesting contract information, all they provided was a copy of the original contract from over 10 years ago, without any updates on the current contract dates. This practice seems deliberately misleading, designed to trap customers into longer contract terms than they initially intended.
Business Response
Date: 08/20/2024
*********************************
****************************************************************************************
August 20, 2024
Customer #*******
Case #********
*************************************,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective August 23, 2024. 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
*************************
Customer Answer
Date: 08/21/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:08/09/2024
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 October of 2021, we contacted Brinks Home Security because our system was not working correctly. At that point, after NUMEROUS attempts to fix our system, we tried to CANCEL the service because it was not working. They advised that they would send a tech for a fee or we could renew our contract, at a reduced cost, AND send out a tech for FREE. It worked for less than a year. Then in 2022, we started having problems again. After trying to troubleshoot with a tech BY PHONE, the system still did not work correctly. At this point, we were advised we would have to PAY to have a tech come out and fix it for an exorbitant fee. We disabled the system because it was malfunctioning and useless. We have continued to pay our monthly Brinks bill, even though we have NO SERVICE! We reached out to Brinks on several occasions, to cancel our service. However, we have been advised that we have an agreement through OCTOBER 27, 2026, which we NEVER signed or approved! We have repeatedly asked for a signed agreement OR a recorded copy of the verbal agreement by phone, however they will not provide this unless we retain an attorney. They claim there is a recording of my wife agreeing to this contract. However, they have refused to send it or let us listen to it. We have paid a total of approximately $3,430.08 for a system THAT DOES NOT WORK!! Brinks maintains we still owe them approximately $2900.00 for a "contract" that we never agreed to, written or verbally. Upon contacting the "complaint" line, they refused to assist us and/or provide any additional contacts to help us resolve this. At this point, we feel as we are being "forced" into paying money for a product that is faulty. We feel we are being extorted with absolutely ZERO recourse!!
Business Response
Date: 08/19/2024
**************************
****************************************************************************************
August 19, 2024
Customer #********
Case #********
******************************,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective August 20, 2024. 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
*************************
Business Response
Date: 08/19/2024
**************************
****************************************************************************************
August 19, 2024
Customer #********
Case #********
******************************,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective August 20, 2024. 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
*************************
Customer Answer
Date: 08/20/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:08/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
BRINKS HOME SECURITY did not honor their contract for two and one half years. After many calls, complaints, lack of technical support, and lack of knowledge of their systems on their part and speaking with supervisors our home has twelve windows that is not safe and secure. This has been reported to BRINKS multiple times. We were told by their technician that it would take time and money to secure our home. That is not in the contract. We paid for two and one half years for no services. We paid $150.00 for the same technician to return to correct the issues with no avail and no complete service. Our home is hard wired from **** which referred us to BRINKS. That is also documented between BRINKS AND ****. To this day, our home is still not connected to the security system with BRINKS. Twelve windows unsecured. Our doors are connected. That is it. BRINKS is aware of this problem but is not willing to correct their mistakes. I was told this week that we would have to pay $250.00 for the technician to come back for a third time to repair the problem. We are billed monthly for services that we are not receiving.
Business Response
Date: 08/16/2024
**********************************
**********************
*********************
August 16, 2024
Customer #*********
Case #********

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

Thank you for speaking with me regarding your Brinks Home account.To recap our conversation, Brinks Home agreed to dispatch a service technician to repair your Alarm system at no cost. The service appointment is scheduled for August 28, 2024. We sincerely apologize for any inconvenience experienced during the resolution of your account matters.

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

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