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 ComplaintThe 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:12/11/2023
Type: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 currently under contract with Brinks Security. They have been my provider for five years! 2 of my door sensors seem to have gone out and my alarm system is now bypassing those two main doors leaving my home vulnerable. I called this morning to see about having them come out and repair these sensors and I was told that for a fee of $200.00 plus an additional $100.00 per hour after the first hour of service they will attempt to fix their equipment. So they charge me monthly but they dont service their equipment to keep it up and running and keep my home safe from burglary or otherwise. This is a scam. I was never informed there would be additional charges to keep their equipment in order. I was also informed I signed a ******************** August 2022! I did not! Brinks needs to come and service their own **** equipment at no expense to me! Im not the service provider, they are. They also could not give me a service date any sooner than two weeks, which leaves my home open and vulnerable!
Business Response
Date: 12/21/2023
*****************************
**********************************
********, ** 85338
December 21, 2023
Re: ***************************** / Customer #*********
Case #********
*********************************,
This letter is in response to your complaint regarding the Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you advised of problems with your alarm sensors and the cost associated with a service dispatch and repairs. In researching this matter our records indicate that a service appointment is currently scheduled for January 17, ****. Our records also indicate you are not currently enrolled in our Brinks Home Plus equipment warranty program which helps to minimize maintenance cost for repairs. To resolve this matter, Brinks Home offers to add the warranty program at no additional monthly cost. Please feel free to contact me at your earliest convenience for more details and the activation of the warranty offered.
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
*************************
Cc: Better Business BureauCustomer Answer
Date: 12/27/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:12/11/2023
Type: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.
The nature of this complaint about this corporation is that, I have been paying for their services for about 3.5 years now. I had some issues not too long after service began and ask about servicing their equipment, but there was no accommodations made to assist Mr back then. Recently I had decided to cancel my service due to the fact that my alarm system has been fully operational since July 2021, on an attempt to see if corrections had been made. Unfortunately not! Therefore in November 2023, I called the customer service line to cancel my service, which apparently requires some signatures for the process to be completed. I was informed an email through docusign would be provided to me. This was right before the Thanksgiving holiday, therefore I had been searching every folder of my email and no email was found. I have called Brinks customer service line multiple times to get this service called and all that could be done is for them to keep charging me a. *************** amount of ***** for November and December since they were unable to provide me with documentation to cancel my service, which is their fault. I have talked with 3-5 different people to cancel my service. Just to receive a bill for service that is not operational at my location. Today,I spoke with a representative who has informed me that a supervisor has finally decided to cancel after I removed auto draft from my account. The lady also informed that I would be charged for services until end of January **** since the company has just decided to put my cancellation through, which again wasnt my fault, but their companies. Why should I be charged for a service that hat has not been operational for at least 2+ years. They have already made $1,571.40 off of an non operational system and they are trying to make extra by prolonging the cancellation process.Business Response
Date: 12/21/2023
*****************************
9473 *************************************
Suite 100
************************
December 21, 2023
Re: ********************* /Customer #*********
Case #********
*********************************,
This letter is in response to your complaint regarding the 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 January 3, ****, 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.
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
*************************
Cc: Better Business BureauInitial Complaint
Date:12/11/2023
Type: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.
Brinks Customer Number ********* We have been paying Brinks for our home monitoring for over ten years and never had much of an issue with the actual service. Over the years they have raised our bill from around $28 per month to what we are paying now $42.17.I have call several times throughout this time asking about the increases and they usually offered to lower our bill by a few dollars. Then the bill slowly creeps back up higher than ever. As of late my wife and I hit some major financial hardships. We looked at our budget and decided that the home monitoring was no longer affordable because we risk losing our actual house.I figured that it would be a simple phone call to Brinks and they would cancel our service because we have been loyal customers and never been late on a payment.To my surprise I was flat out told no that I could not cancel without penalty and that our contact extended until March ****. I mentioned that I never opted for nor signed for a contract. Our bill was already going up every year, so why would I ask to be locked in for several more years at this higher rate? They told me that I would have to pay over $1600 to get out of this contract that I dont believe I even agreed to in the first place. I asked what if I ended up losing my house? I was told that I am locked into a contract and I had to pay it no matter what.I understand how contracts work, but I never agreed to be locked into paying for something that I already thought was too expensive in the first place.I was hoping for some basic human decency and understanding and instead I received a cold shoulder. I feel hopeless and stuck and once I am free from paying Brinks I will never do business with them again and tell anyone that will listen about how I was treated.Business Response
Date: 12/20/2023
*************************
*******************************************
********************************************
December 20, 2023
Re: ************************* / Customer #*********
Case #********
*****************************,
Thank you for speaking with me regarding your Brinks Home account.To recap our conversation, your Brinks Home account is scheduled for cancellation effective December 22, 2023. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We appreciate your business and the opportunity to have served as your alarm company for the past 10 years.
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
*************************
Cc: Better Business BureauCustomer Answer
Date: 12/21/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:12/11/2023
Type: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.
A Brinks representative, (Monitronics LLC, **** ***************************, **************, ** *****) came to my home providing false information to sell a security system stating that they were able to obtain information showing that I was no longer under contract with my previous carrier from a company database and they offered to upgrade our system. Later In speaking with several Brinks customer service representatives, after experiencing issues, I was told that there is no such database which they can use to access other companies customer information. The other problem I have is that I found out the security system installed has not been monitoring motion detection, glass breakage, and my door lock, which was supposed to be with working. Also, I was not informed that a monthly subscription was required for the cameras to record events.Business Response
Date: 12/20/2023
***********************
2908 ***********
********, ** 29501
December 20, 2023
RE: ***********************/Customer #*********
Case #********
**************************,
This letter is in response to your complaint regarding your Brinks Home Account. Thank you for your time in discussing this matter. We apologize for any inconvenience caused. Based on your complaint regarding equipment issues, you requested the cancellation of your account. To summarize our conversation, you are currently in the initial term of a 60-month Alarm Monitoring Agreement (AMA), which commenced on October 19, 2023, and concludes on October 18, ****. There are 58 months remaining in the term.
During your presales call, you confirmed the installation of the alarm equipment and the terms of the alarm agreement in question. Additionally, I offered to send our service technician to ensure that all aspects of your system are working properly, but you declined this offer. Please note that your Monitoring agreement is specifically for your alarm monitoring equipment, not your cameras. The cameras installed are considered separate entities and are self-monitoring devices. The Blink cameras you mentioned were actually provided as a sign-up bonus and is unrelated to your Brinks Home alarm system. However, since then we have set up one of our own cameras at no cost to you, and you will not be charged a monthly subscription fee for it.
To resolve this matter amicably, Brinks Home would like to schedule a service appointment for you and provide an additional Brinks Home camera at no cost as a gesture of goodwill. If you still wish to cancel the account, ********************** agrees to a negotiated buy-out of the remaining terms associated with your account in the amount of $2,551.53. To make it convenient for you, we will send a payment termination letter with instructions on how to complete your final payment. Please be aware that if the settlement payment is not received, the account will remain active until the contract concludes, and any outstanding balance may be subject to collection.
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
Date:12/09/2023
Type: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 a customer of ********************** for ** years and recently requested to cancel my account. When I phoned, they said I was under contract and was subject to an early termination penalty of $200. I said I was long since out of contract having been a customer for **************************************************** May of 2021. The sales person claimed I signed to extended the contract in May of 2021 to lower my rate via an email link sent. However, I was not in contract. I was month-to-month, so I dont see what Id be extending. Also I was paying $46 prior to May 2021, and the rate was locked in at a higher rate of $48. I asked for a copy of the signed contract, and she told me it would have just been a link that I clicked on. I told her that I did not click on a link and clicking on a link doesnt bind you to a contract. She refused to cancel my account. They sent the attached letter saying that was my signed contract. There is no signature. I will also note: the $200 cancellation notice they asked me to sign came via DocuSign. The service was around in 2021, so Im not sure why they can legitimately have customers sign a cancellation notice but cant provide me with proof of a contract extension. I would like my account to be cancelled with no penalty.Business Response
Date: 12/20/2023
*****************************
*********************************************************************************
December 20, 2023
Re: *********************** / Customer #********
Case #********
*********************************,
This letter is in response to your complaint regarding the 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 January 9, ****, 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. We appreciate your business and the opportunity to have served as your alarm company for the past 23 years.
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
*************************
Cc: Better Business BureauCustomer Answer
Date: 12/21/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:12/09/2023
Type: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.
provider brinks is refusing to send out someone to repair and TWICE I have been hung up onBusiness Response
Date: 12/19/2023
*****************************
*********************************
*********, ** 80128
December 19, 2023
Re: ***************************** / Customer #*********
Case #********
Mr. *****************************,
This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you advised of a problem with an alarm sensor and requested a service technician to repair the alarm sensor. Please be advised a service technician visit has been scheduled for January 3, ****, at no cost. The appointment window is between 8:30 AM and 12:00 PM. 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
*************************
Cc: Better Business BureauInitial Complaint
Date:12/08/2023
Type: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 been trying to cancel service with brinks home security for a week now and have spoken to 3 reps. **** saying I can only cancel by filling out a docusign they have to email me. I have yet to receive any docusign to cancel service but have received multiple retention emails offering me a discounted rate to stay a client. Brinks is purposely not sending me documents to close my account and cancel service. These types of shady activities are common practice at Brinks.Business Response
Date: 12/21/2023
***********************************
******************************************************************
December 21, 2023
RE: ***********************************/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, your Brinks Home account is scheduled for cancellation effective December 29, 2023. 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 during the process of addressing 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
Date:12/08/2023
Type: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 called to inquire about setting up a home security system with Brinks on June 30th, 2023. I spoke with ***************************** ***************************************** during which he pressured me into setting up an installation date, even though I told him that I wanted to get quotes from other companies first. After deciding to go with another company, I emailed ***** to cancel the installation. I never received a response from *****, but I believe he canceled the installation as nobody ever showed up to my house. However, I began receiving bills from Brinks for the system that was not installed. I called to cancel again, and the agent said everything was canceled. But I kept receiving bills. I have called two more times since, and they will not cancel my account. My account number is *********. I would like the account balance cleared and the account terminated. They also charged me $89.42 for one month of service (which I obviously never received), but I will handle that through my credit card company.Business Response
Date: 12/20/2023
***************************
18876 *******
*******, ** 48240
December 20,2023
RE: ***************************/Customer #*********
Case #********
**************** *******,
This letter is in response to your complaint regarding your Brinks Home Account. My attempts to contact you regarding this matter have been unsuccessful. We apologize for the negative experience, and we understand the importance of resolving this matter promptly. Please be advised, your Brinks Home account will be terminated effective December 22, 2023, 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. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*******************Initial Complaint
Date:12/08/2023
Type: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.
Recently we called to cancel our service with Brinks. **************** said ok but you have to return the cameras we installed. They never installed cameras at our home. We said we asked about cameras July 2022 but decided against them and she says you can contact the contractor we use to find out where they are. So were supposed to find your equipment? We called contractors they said we didnt get any cameras and we dont even do work for them anymore. We call customer service back and let them know we dont know where your cameras are but we dont have them. We want to cancel she says ok. We thought everything was taken care of and a week after get a letter in the mail that we owe $2160.93 for canceling our contract early. There was never any mention of a contract renewal at first call. We call back asking what contract renewal was this (we hadnt signed anything since 2015 when we signed up) asked for copy of signed contract received a email of a letter thanking us for renewing contract not a actual signed contract. We call today and speak with a customer service rep and ask where this contract is that a thank you letter isnt a signed contract she says oh you verbally agreed and we said no we didnt. So she got the manager of costumer service **************** says i see you didnt receive cameras and we took that charge off. We will send you a cancelation contract asks did you receive it and you need to sign it as soon as possible so we can get it to the leagal department This contract states we agree to be responsible for any or all charges. Were not signing this because we arent agreeing to pay whatever charges they thing is appropriate. This company is trying to get money out of us any way they can. We are not the only ones that are having the issue. I have read many many complaints here and on consumer affairs. They also filed bankruptcy May 2023Business Response
Date: 12/20/2023
***************************
91-**************************************************************************
December 20, 2023
Re: ***************** / Customer #*********
Case #********
*******************************,
This letter is in response to your complaint regarding the 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 January 11, ****, 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
*************************
Cc: Better Business BureauInitial Complaint
Date:12/08/2023
Type: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.
Currently have an alarm contract for services with Brinks. The home panel stopped working on Sunday 12/3/2023. Reached out to Brinks and were advised that they are closed for Tech Support on Sundays but you can chat with a rep.I was directed to chat. They were unable to resolve issue, walked us through taking the panel apart and it would not stop the siren throughout the entire house. The siren continued for over 30 minutes. We attempted to contact then multiple times and were told they couldn't disarm the panel but could schedule a virtual tech appt for a week out?! Agreed to scheduling said appointment. No followup of response. Panel has not worked since 12/3. Contacted by Brinks chat today because I likely provided a low scoring survey. Again they were unable to resolve the panel issue. Asked to reset a virtual appt. I agreed to this. They scheduled for allegedly 12/13 - I have no service despite my contacted agreement. No service from 12/3 to at least 12/13 - requesting 2 things:1. Prorated services for timw of which I have ZERO service 2. Prompt remedy for someone to resolve and if it cannot be resolved TERMINATE the contract immediately so I can contract with a better and more responsive business.Business Response
Date: 12/19/2023
*********************
30117 ************
**********, ** 32757
December 19, 2023
RE: *********************/Customer #*********
Case #********
*************************,
This letter is in response to the complaint we received regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. We apologize for any inconvenience this matter may have caused. After conducting additional research, it has been confirmed that the issue regarding your alarm system has been resolved. As a gesture of goodwill for the service disruption, a credit of $19.98 has been applied to your account and will appear on next statement. Thank you again for your business and the opportunity to continue to serve as your alarm monitoring company for the past 14 years. 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
*******************Customer Answer
Date: 12/20/2023
I have reviewed the business response and accept this resolution.
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