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

  
• 

  Brink's, Inc.

  580 Fifth Avenue, Suite 400 New York, NY 10036

• 

  Select Security

  829 Grant St Franklin, PA 16323

• 

  Select Security

  213 E Plank Rd Altoona, PA 16602

• 

  Security Networks, Inc.

  370 Reed Rd Ste 110 Suite 110 Broomall, PA 19008

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:08/07/2023

  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.

  On December 7, 2017, we contracted through ******** Security to have an alarm system installed with monitoring to be performed by Monitronics for a 60 month term. Shortly after signing the contract, Monitronics was sold or rebranded (depending on which Brinks **************** employee you talk to) to ********************. Once this change occurred, we have had nothing but problems with the monitoring and the monitoring equipment. We have multiple sensors that routinely go offline or the **Wave stops working. On another occasion, the alarm system went off five times and Brinks Home Security decided it was false alarm without talking to any of the authorized users and determined it was false alarm. Once our term ended, we elected to look for another monitoring provider. On April 18, 2023, we called and spoke to customer service to cancel our month to month contract. The contract does not require written notification to cancel (specifically "customer may cancel this Agreement by calling Company at least thirty (30) days before the end of the then-current term. If cancelled, this Agreement ends on the last day of the then-current term."). The full amount for the next month's service was auto drafted from our account on May 3, 2023. On May 15, I spoke with Brinks customer service to have the auto draft feature removed and requested any final bills to be mailed. On July 10, I called again to request a bill to be mailed for any final payments with details on the service dates. The rep. also indicated that our bill would not be sent to collections until after the bill was received. It is important to note that Brinks Home Security was not receiving a service from April 26 through May 18 (when our term ended) & failed to identify any issue with our alarm system. As of today, I have not received an itemized bill and received a collection letter today. I am willing to pay for service from May 3-May 17 but no late fees and I must have bill & address to send it to.

  

  Business Response

  Date: 08/14/2023

  ***********************
  8209 **************
  ******, ** 72756
  
  
  
  August 14,2023
  RE: *********************************/Customer #*********
  Case #********
  
  
  *********************************,
  
  Thank you for taking the time to speak with me on August 8,2023. Please be advised, your account is inactive. As a courtesy, Brinks Home agrees to pull the account from collections. A release letter will be sent from the agency to the address of record. Allow 30 to 90 business days for the update to reflect on your credit profile. 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:08/07/2023

  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.

  Brinks is adding unscrupulous charges to my bill for the second month in a row. Here they are:1) I bought a home security system from Brinks (formerly LiveWatch Security) as a wireless system that advertised no need for in-person techs, I could install it myself and activate with a tech over the phone, including anytime I moved. The most recent move, Brinks required they send a technician to my home to activate the system. I told them multiple times I don't need anyone to come out, I have moved this system myself four times in the past without any problem. They insisted they needed to send someone anyway, so I begrudgingly agreed. They never mentioned any charge for this, but now I'm seeing a $50 "trip fee" that I was never told about, and certainly never agreed to. 2) Last month, they added a "paper bill" fee even though I was enrolled in paperless. Upon inquiry, their excuse was they didn't have an email on file for paperless billing, which is a ridiculous concept considering they've had my email address on file for six years and I have emails in my inbox to prove it.3) My current bill is $15 higher than the total of line items within it; customer service has not been able to tell me why.4) Their call center hours listed online are never correct, every time I call when they say they're open. they're never open. I end up having to chat with a customer service rep online where there is always a language barrier and they drag the process out so long to the point where anyone who has a life just gives up.I don't want to cancel my service but I'm tired of being abused and scammed. Please help. Thanks, ******

  

  Business Response

  Date: 08/08/2023

  
  
  ***************************
  ********************************************************
  
  
  
  August 7,2023
  RE:***************************/Customer Number: *********
  Case #********
  
  
  *******************************,
  
  This letter is in response to the complaint we received regarding your bill dispute for your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you requested your bill adjusted.
  
  To resolve your concerns, Brinks Home has credited your account for last months technicians visit, a paper statement fee, and for a late fee. The total credit provided was $62.99 We apologize for any inconvenience experienced while attempting to resolve your account concerns. If I may provide any further assistance regarding this matter, please contact me directly at the number listed below. I am available Monday through Friday from 8:00 am to 5:00 pm CST.
  
  
  Sincerely,
  
  *************************
  Executive Response Team
  ******************* 
  
  
  

• Initial Complaint

  Date:08/07/2023

  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.

  In February 2023 my 2021 14ft enclosed trailer was vandalized. So I looked around for professional security systems. At the time I was having wifi/internet stability problems so the ** cameras I already owned were not reliable. I explained that to the Brinks salesman. His name was ******** He told me the cameras would be stable and secure. They shipped the system panel to my home. After waiting many weeks for the installation of the system. On May 4th. A tech came and used one s**** in each of 4 cameras. And there was zero communication from salesman to tech as far as where I needed the cameras. I needed 5 door sensors and only 4 were installed. The panel was sitting on a chair and the cameras worked for 2 days. I spent 8 hrs on the phone trying to get the cameras to work again. Scheduled call backs, never got them. My garage and home have been broken into in this time. I need wired cameras. They don't offer them. I try to cancel. I get a bill for over $5,000. They continue to charge me $100 a month. I've been charged $100 for them to try and send the same technician out. In which I told them not to send this guy again. I schedule for afternoon. But that is not convenient for this technician. I've had tens of thousands in theft and property damage. A completely unprofessional installation. And being charged a premium for a security system that does not work. They refuse to do ANYTHING but bill me. No one i've spoke to can give me management contact information. Every-time I call the contract grace ****** is different. I'm tired of paying for a security system that does not work......They threaten to report none payments to credit bureaus........ Please help. I have supporting documents and photos. However I'd like to run this by an attorney before I send them. Only because the damage and theft on my property has been financially crippling. Thank you.

  

  Business Response

  Date: 08/10/2023

  *****************************
  30 New St
  **********, ** 17901
  
  
  
  August 10,2023
  RE:*****************************/Customer #: *********
  Case #********
  
  
  *********************************,
  
  This letter is in response to the complaint we received regarding the billing and cancellation for your Brinks Home account. My attempt to further discuss this matter with you has been unsuccessful.
  
   Please contact me directly so we can discuss your 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: 11/30/2023

  Looking for update on complaint #******** 

  Unable to access any information for months. And it is almost impossible to reach any kind of management at Brinks. Thank you. 

  

  Business Response

  Date: 12/08/2023

  *****************************
  30 New St
  **********, ** 17901
  December 8,2023
  RE:*****************************/Customer #*********
  Case #********
  
  
  *********************************,
  
  This letter is in response to the rebuttal complaint we received regarding the cancellation of your account and issues you have experienced while attempting to resolve your camera concerns. My repeated attempts to contact you to further discuss and address this matter have been unsuccessful.
  
  Per further research, our records confirmed you agreed to a 36-month Alarm Monitoring Agreement starting March 28, 2023 and ending March 27, ****. Please be advised your monitoring agreement is for your alarm monitoring equipment and not your cameras. The cameras installed are a separate entity and are self-monitoring devices not covered under Brinks Home Lifetime warrantee. Therefore, Brinks Home respectfully declines your request to cancel without penalty.
  
  To resolve this matter amicably, Brinks Home would like to schedule your service appointment,and as a courtesy, waive the technician fee. Please feel free to contact me on the number listed below to arrange your service appointment. If you elect to cancel, Brinks Home agrees to a negotiated buyout of the remaining terms associated with your account. For your convenience, a payment termination letter will be sent with instructions on how to complete your final payment. Additionally,the monthly payment for the account has not been received and may be subject to collections if not promptly addressed.
  
  If you need further assistance regarding this matter, we are available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.  
  
  Sincerely,
  
  
  *************************
  Executive Response Team
  ******************* 
  

  Customer Answer

  Date: 12/08/2023

  I am rejecting this response because:   The Monitoring equipment Does not operate as promised by salesman/contract. My garage door sensor repeatedly was bypassed by someone other than me. I was the only person on account with authorization to bypass the garage door. After multiple calls, hours of my time, 4 different sensors multiple sets of batteries. Still the garage door sensor monitoring equipment would get by passed. Usually when I was not home. Attached pictures of man door damage from break in attempts. Also attached pictures of the monitoring system panel pictures. Pictures were taken when system was disarmed. Most times pictures were very poor quality with a purple tint. Also attached. Initially I was billed for a month of service and the system wasnt even installed. Took **** weeks for the install. Because tech refused to install after 2:30 pm. Tech came, put 1 s**** in each camera. Didnt even mount monitoring system control panel to the wall. Completely unprofessional installation. Cameras worked for less than 24 hours. I still gave Brinks a another chance to make  it right. I agreed to pay their service charge for the equipment/cameras be reinstalled in August. However I requested another technician. Scheduled for 2:30 pm. And then I get a call from the same technician. He tells me that 2:30 pm is not gonna work for him. Because he lives  1.5hr away and likes to be done by 3pm. During this time 5-23-23 to mid August 2023. While paying for Brinks security services. I had to Replace my front door. And garage door. S**** shut my laundry room door. Because of pry/crowbar damage/break in attempts. I will pay  to mail back their equipment.  No security was provided as per contract. I refuse to pay Brinks another dime. As a Master certified automotive technician for 18 years. And a army veteran. I would advise Brinks to terminate the install technician immediately. He was ignorant, incompetent and unprofessional. .

   

  Customer Answer

  Date: 01/16/2024

  After explaining many times to several different people. The same technician was assigned to "correct" the system he couldn't set up to begin with. The morning of the appointment to "correct" an over five thousand dollar system that worked for 2 days. The technician had no clue what any of the issues were. Zero communication within the company. I need an address to send this equipment back. Over hundred hours of my time have wasted. I've had tens of thousands in vandalism over the almost year i've owned this useless system. Brinks needs to terminate this contract or I will be contacting multiple attorneys and seeking class action law  suit. Thank you. 

  Customer Answer

  Date: 01/16/2024

  there was zero communication from Brinks executive response team through the proper channels on down to the technician. I requested a different technician than the unqualified and unprofessional initial install technician. However, each attempt to resolve the inoperative system and cameras. The same technician was assigned. All four cameras were installed with one out of three screws. 2 out of 4 where not even close to where I told the salesman  I needed them. System panel was left on a chair not mounted to anything. Cameras worked for a total of 2 days. And I'm billed over five thousand dollars for the equipment. I have given Brinks multiple opportunities to correct this. Even agreed  to pay a fee for a DIFFERENT more qualified technician. And they have failed every time. Please terminate contract and give me address to ship their equipment. Thank you.

  

  Business Response

  Date: 01/29/2024

  *****************************
  30 New St
  **********, ** 17901
  January 29,2024
  Customer #*********
  Case #********
  
  
  *********************************,
  
  This letter is in response to your Rebuttal complaint regarding the Brinks Home Account. My attempts to speak with you at the number provided have been unsuccessful.Please be advised, your Brinks Home account is inactive and as a courtesy the bill balance cleared. Moreover, the equipment belongs to you and there is no requirement for you to return it. 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 ***************** or contractual obligation to Brinks Home.
  
  Sincerely,
  
  
  *************************
  Executive Response Team
  *******************
  

  Customer Answer

  Date: 02/01/2024

  I have reviewed the business response and accept this resolution. Thank you.

• Initial Complaint

  Date:08/07/2023

  Type:Product 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.

  These events date back to ******* of 2023 (Brinks knows the exact dates). During this time our alarm system was not functioning, so I made several phone calls to Brinks. They informed me that the cell was out (4G_5G issue) and they would send a technician to service the issue. Appointments were made but a technician did not show up. On February 4, 2023, I sent Brinks an email requesting the system be repaired and informing them of their poor customer service. This did not happen, based on breach of contract, on March 22, 2023, I sent a letter to rescind the contract for failure to provide: 24-hour monitoring Service under the extended service plan A functioning home touch interactive service.In addition, along with the request to rescind, I submitted a request to cancel the monitoring system because the verbal contract entered on February 2, 2021, was a 24-month contract that ended on February 4, 2023. You would not honor my request to cancel the contract, therefore, I sent another request to cancel on July 28, 2023, because your staff continued to deny that I was out of contract. Note that at some point a technician from *******, ** came to replace the cell. (I requested a chronological list of the events, but your representative told me I needed a subpoena).Our house was sold, and escrow closed on July 17, 2023. On July 10, I called to inform you of the sale and request to cancel the service and to cease deducting the monthly charge from my checking account. However, your representative demanded that I pay $285.07 to turn the service off and stop deducting from my account. The same day, Brinks deducted another $59.39 from my bank account. Therefore, I demand a refund in the amount of $582.02. This is for $59.39 from ******* through July of 2023 plus $285.07 that I was required to pay to stop the service when I sold my home.

  

  Business Response

  Date: 08/15/2023

  *****************************
  ************************************************************************
  August 15,2023
  Re: ***************************** / Customer #********
  Case #********
  
  *********************************,
  
  Thank you for taking the time to speak with me regarding your Brinks Home account term extension dispute and refund request.
  
  To recap our conversation, in researching your concerns, two 24-month term extensions were accepted between January of 2020 and February of 2021. Our records indicate that you accepted a rate reduction on January 9, 2020, with a 24-month term extension. In addition, our records show you accepting a promotional offer sent via email on February 4, 2021, to extend your term an additional 24-months. Based on my findings, both term extensions are valid.
  
  Therefore,please accept this letter as formal confirmation that the account is set to cancel effective August 16, 2023, and as a courtesy, a refund request was submitted to refund $192.56 back to the bank of record. Allow up to 14 business days for processing. We apologize for any inconvenience you may have experienced while trying to resolve this matter.
  
  Please be advised, a termination letter will be mailed to the mailing address of record 3 to 5 business days after the account cancels.
  
  If I may be of further assistance, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  Sincerely,
  
  ***************************
  Executive Response Team
  *************************
  
  Cc: Better Business Bureau

• Initial Complaint

  Date:08/07/2023

  Type:Product 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.

  On or about April 30th of 2023 I cancelled all services, completed all of the cancellation forms and returned equipment all of which was acknowledged. At the time of cancellation my credit card was charged for a full year's service on 4/20/23 at which time my previous yearly paid account had not yet expired. The company agreed I am to receive a refund in the amount of $673.43.After not receiving my refund, I have made numerous and documented calls requesting the above amount commencing on June 14th, 2023. Each agent I have spoken with assured me I would receive the refund within "7 to 10 days". Calls were made on 6/14, 6/21, 7/6, 7/10, 7/18,and 7/31. I have the names of individuals including alleged supervisors each assuring me my refund was enroute.During my 7/23 call with **** he advised the refund was in the ******************************** I requested a manager and spoke with ******* who stated he emailed the accounting department while he placed me on hold. He asked me for my banks routing number and my checking account number which I gave him, and assured me that the payment would be automatically refunded by the next day. No refund has been received as of this date at 7:30pm, hence the filing of my Complaint. I have been lied to and misrepresented to by Brinks personnel, and have no service with them since the date of cancellation in April. Cancellation forms were acknowledged received by Brinks on May 17th, and subsequently I received notices asking me to return as a customer at a significant discount from my paying nearly $75 a month to $18 a month. Verification of the above can be obtained by Brinks identifying my account based upon my phone number of *********** and my address of ******************************************************************************

  

  Business Response

  Date: 08/11/2023

  ***********************
  ************************************************
  ***********, ** 28785
  August 11,2023
  Re: *********************** / Customer #*********
  Case #********
  
  Dear ***********************,
  
  
  This letter is in response to the complaint received regarding your refund request.My attempts to contact you regarding this matter have been unsuccessful. We sincerely apologize for the delay and inconvenience experienced while attempting to resolve this matter.
  
  In researching this matter, our records indicate your refund request in the amount of $673.43 was approved and refunded to the bank of record on August 8, 2023. Please consult your financial  institution to confirm the receipt of the refund. If you have any other 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 Bureau
  

• Initial Complaint

  Date:08/07/2023

  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.

  About a year and a half ago, my previous home security company sent mail, informing me that they would no longer be servicing my contract and had made arrangements for Brinks to take over my contract. I called brinks home security and they confirmed this was true. So I decided to accept the offer and Brinks home security came in and installed a panel to monitor an existing system. Other than the panel, the rest of the system belonged to me, and was already paid off, since I had completed contract requirements with a previous company. After about a month, I was having so much trouble with the system so I called brinks home security, and ask them to cancel the service, but they told me I was locked into a three-year contract with them. Since then, my system has never worked, and I have not used it a single day because of problems with batteries in an outdated system. And I still believe that I was swindled into a contract by brinks home security. So I am now stuck making monthly payments for a system that has never worked properly. All I want to do is end the contract at no cost myself.

  Customer Answer

  Date: 08/07/2023

   Brinks just called me to offer a resolution. They offered to send a technician to fix my system that has not worked for over a year and a half. I told the resolution officer that the resolution was unacceptable. It does not make up for over a year of payments with no service. The resolution officer also stated that they would send me a contract that I signed. It is correct that I signed a contract without realizing what I was signing based on conversations with AT&T and Brinks  representatives who both insured me that brinks would just be taking over the previous contract. The contract may be legally binding, but it does not change the fact that I was swindled into the contract.

  In my opinion, it is up to Brinks to decide whether it wants to make this right or whether it wants to continue with this scam.

  Brinks also said that I could buy out the contract by paying the remaining months, which is also unacceptable to me. I

  The only satisfactory solution for me, is for Brinks to do the right thing. And that is to drop the contract requirements so that if I decide whether or not to leave Brinks, I have the opportunity to do so with no penalties.

   

   

   

   

   

  Customer Answer

  Date: 08/07/2023

  This is a typical day that I have had with Brinks home security for over a year and a half, since it was installed. The system has never provided the security for which I am paying and which I have paid for over a year and a half.

  Customer Answer

  Date: 08/08/2023

  I have attached various pages of Brinks emails warning me of defective alarm system.  This is a typical week since the system was installed.

  

  Business Response

  Date: 08/08/2023

  *************************
  899 *********
  **********, ** 92078
  
  
  
  August 8,2023
  RE:*************************/Customer Number: *********
  Case #********
  
  
  Mr. *************************,
  
  This letter is in response to your complaint we received regarding the cancellation of your Brinks Home account. Thank you for taking the time to speak with me today regarding your concerns. In your complaint you request your account to be canceled with no penalty.
  
  Per our conversation, our records indicate you spoke with an account manager November 26, 2021, and records confirmed the validity of your 36-month contract starting November 28, 2021, and ending November 27 *****. Currently 15 months remain. Your system is fully functional minus the sensor batteries that need to be replaced. Section 6 of your contract explains your customer duties.Furthermore, to resolve this matter I offered a full new system upgrade with all new sensors at zero cost, which you declined. Based on our findings, Brinks Home will respectfully decline your request to cancel the account without penalty. If you elect to cancel the account, the early termination penalty must be paid in full.
  
  Please be advised, for your convenience, a cancellation payment terms letter will be mailed to you with instructions on how to complete your early termination penalty fee.
  
  If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  Sincerely,
  
  
  *************************
  Executive Response Team
  ******************* 

  Customer Answer

  Date: 08/09/2023

  I am rejecting this response because:   

  Customer Answer

  Date: 08/09/2023

  I am rejecting brinks home services previous offer because it is just not an issue of sensors not working, but also my panel is failing. It is also about poor customer service. My system has never worked and originally I would spend hours on the phone with Brinks customer service trying to get things fixed. **************** Took too long to answer and would not call back after promising to do so. So I gave up and decided to wait it out and just write it off as a bad experience. But the touchpad to my front door will not work now since the Brinks panel is not functioning correctly. Now I cannot unlock the Front door using the touchpad. It is about the huge disconnect between what brinks customer service  and what technicians say.  For example, originally I asked about getting sensors replaced and the Brinks technician recommended against it saying that it would cause too much drywall damage and that brinks would not take responsibility for the damage.

  From day one my system started failing after brinks installed their panel and took over the contract.  There is a huge disconnect between what Brinks technicians and  sales people say to get you to sign a contract and the actual consequences of signing that contract. The bottom line is brinks home services is in capable of providing "good" customer service.  

  So finally sending a technician or anyone from Brinks home services to my home is unacceptable because I am afraid of the further damage they may cause and I cannot depend on anything they say.

  

  Business Response

  Date: 09/01/2023

  *************************
  899 *********
  **********, ** 92078
  
  
  
  September 1, 2023
  RE:*************************/Customer: #*********
  Case #********
  
  
  Mr. *************************,
  
  This letter is in response to your rebuttal complaint regarding your Brinks Home Account.Thank you for taking the time to speak with me on August 28, 2023 regarding your concerns. As advised, Section 26 and section 27 of your contract outlines that the equipment is your property, as well as the maintenance and upkeep of the alarm equipment. Brinks Home is not liable for any damage to your Dry Wall that might arise while replacing your contact sensors. We sent you a copy of your signed contract as requested. Per our conversation, Brinks Home has offered to repair or replace any equipment as needed without a tech or equipment fee charge, if you choose to accept any of the offers given today or previously given.
  
  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: 09/09/2023

  I am rejecting this response because:   I really do not want to have to deal with the brinks home security anymore.  If this would have come a year and a half ago, it would be reasonable. But this is coming after a year and a half of a system not working and after hours of sitting on phone calls trying to get assistance and waiting for return calls that never came.  Honestly, the only reason you're responding now is because of this BBB complaint. I do not want to put myself back in that boat. The only solution for me is one that minimizes my dealings with Brinks home security. And if that means waiting this out, then it is what it is.

• Initial Complaint

  Date:08/07/2023

  Type:Product 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 decided to go with Brinks for my security system in my new home. The home had an old system that was not compatible with Brink system. I wanted a doorbell with camera that could sound when doorbell was used and could be connected to our smart phones. They told me they would charge me for the camera and the installation unless I extended my contract with the from one to three years. I agree to extend the contract and a service was coordinated. The technician came in, installed the doorbell and connected it to my phone, however he could make the chime to sound when the doorbell was used. He said the company could installed a separate chime system. I called customer support complained and they said they would another technician to resolve the problem. Today two technicians came to my home, the checked everything but could not make the chime work. Also, the could not connect my wife phone to the system. I called to cancel the extension and the contract and they said they could not do it because the 30 day period to cancel had lapsed. Now Im stuck with a three year and the service they had offered was deficient and the problem is still the same. I want to cancel the because they were entertaining during the 30 day period and did not solve the problem.

  Customer Answer

  Date: 08/08/2023

  Yesterday, Brinks sent a technician to install a new camera and a separate digital chime that rings inside the house as it is supposed to do.  The main issue has been solved although they charged me $75.00 for the digital chime they installed.  Although not satisfied by the charge, since the original doorbell was supposed to ring inside the house and it didnt, the fact is that now I have a doorbell and a digital chime that rings inside the house.

  

  Business Response

  Date: 08/15/2023

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

  
  August 15,2023
  Re: *****************************/ Customer #*********
  Case #********
  
  Dear *****************************,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you was unsuccessful.  In your complaint you cited multiple issues with your doorbell camera and chime.  Please be advised, our records indicate that our field technicians completed work order #********* on August 7, 2023. The job ticket indicated that they replaced your doorbell camera model #VDB770 with model #VDB780B. In addition, our records also indicate that a new W115C chime was installed, and both devices tests came back successful.
  
  In addition, in researching your concerns, our records also indicate you called in and disputed the job billable from work order #*********. To resolve your concerns amicably, Brinks Home agrees to provide you with a bill credit in the amount of $81.19. This credit serves to offset the cost associated with work order #*********. If you still elect to cancel, Brinks Home offers a negotiated buy out for the remaining 44-months of your alarm monitoring agreement.
  
  We apologize for any inconvenience you may have 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 Bureau
  

  Customer Answer

  Date: 08/16/2023

  I am rejecting this response because: Yesterday, Brinks sent a technician to install a new camera and a separate digital chime that rings inside the house as it is supposed to do.  The main issue has been solved although they charged me $75.00 for the digital chime they installed.  Although not satisfied by the charge, since the original doorbell was supposed to ring inside the house and it didnt, the fact is that now I have a doorbell and a digital chime that rings inside the house.  

  Customer Answer

  Date: 08/17/2023

  If Brinks give me the credit of $81.19 they are offering in their response, since the doorbell and chime are working properly, I will be fully satisfied and no further issues remain pending.  Thank you for your help in this situation.

   

  

  Business Response

  Date: 08/22/2023

  *******************************
  5910 ********** Dr
  ***********, ** 78244
  August 22,2023
  Re: *****************************/ Customer #*********
  Case #********
  
  Dear *****************************,
  
  This letter is in response to your rebuttal complaint regarding your Brinks Home account.
  
  As previously mentioned, our records indicate that our field technicians completed work order #********* on August 7, 2023. The job ticket indicated that they replaced your doorbell camera model #VDB770 with model #VDB780B. In addition,our records also indicate that a new W115C Chime was installed, and both devicestests came back successful. Furthermore, Brinks Home provided you with a bill credit in the amount of $81.19. This credit serves to offset the cost associated with work order #*********. If you are still having issues with your system, feel free to contact me directly, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  Sincerely,
  
  ***********************
  Executive Response Team
  *************************
  
  Cc: Better Business Bureau
  
  
  
  
  
  

• Initial Complaint

  Date:08/04/2023

  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.

  I never solicited or subscribed home security service with Blinks. However, ****** claimed it bought the service from Protect America (**). My 3 years home security service contract with PA had expired and still continue service with PA for additional 4 to 5 years from 2023 to 2020 without defaulting on my account. When the service no longer needed due to poor and constant disconnected/disruption service. I terminated my service. Months or year later, ****** contacted me, claiming I owned them $443. 58. I insisted that Blinks provide the proof of any payment and proof of service. Unfortunately it could not provide the proof of service except the correspondence re:605215847 received from them. The document or the proof of service provided disputing my claim has my name, but the problem was the service address was "******************- Refer to the attached document. I never had any address associated with this address, they must had mistaken me for someone else. When I pointed this error to them, they immediately cut communication with me, ascertained it sold the contract to Zion Holding LLC. But the problem is, how could you sold service you don't have to Zion Holding and consequently put negative report on my credit? I don't understand! All I ever wanted if for Blinks to do the right thing, remove negative report from my account. Blink

  

  Business Response

  Date: 08/15/2023

  *******************************
  **********************************************************************
  August 15,2023
  Re: ******************************* / Customer #*********
  Case #********
  
  Dear *******************************,
  
  This letter is in response to your complaint we received regarding your Brinks Home account collections dispute. My attempt to contact you at the number notated on your complaint was unsuccessful.
  
  In reviewing your complaint, I found the correspondence you received did have errors. We apologize for the miss communication. In researching your concerns, I found that we were receiving signals from your panel after the account was acquired from Protect America in August of 2020. Furthermore, at the time of the acquisition, Brinks Home only acquired Protect Americas active accounts.In addition, our records failed to disclose a cancellation notice received for your account. However, our records do indicate the account cancelled due to non-payment in March of 2021, and the past due balance was sent to collections.Based on my findings, Brinks Home will respectfully decline your request to pull your account from collections.
  
  Please note, if documentation can be provided supporting the account being cancelled prior to August of 2020, Brinks Home agrees to re-open this case. If no additional documents supporting your claim can be provided, then any further means necessary to resolve the balance sent to collections should be directed to the collection agency assigned.
  
  If I may be of further assistance, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  Sincerely,
  
  ***************************
  Executive Response Team
  *************************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  Date:08/04/2023

  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 spoke with ****** today, a supervisor at Brinks Home Security, about my poor service on my doorbell camera. I have contacted technical support numerous times about ****** unable to view my front door activity while I am away from home. I have been through troubleshooting steps numerous times ending with the same result. The company wants to send out a technician that costs $50.00 each time, and I am not willing to continue doing so this as that can become costly for me. This issue is ongoing the contract termination fee is $1446.90 which I cannot pay as well, and the company will not cancel my service unless I pay this amount in full. What are we gong to do?

  

  Business Response

  Date: 08/11/2023

  *********************
  77 ***********
  ***********, ** 08046
  August 11,2023
  Re: ********************* / Customer #*********
  Complaint ID #********
  
  Dear *********************,
  
  This letter is in response to your complaint we received regarding your Brinks Home account. To resolve your concerns, your account is scheduled for cancellation effective August 25, 2023 and the bill balance cleared. Therefore, please accept this letter as formal confirmation that is no further contractual or financial obligation to Brinks Home. Please disregard any billing statements you may have received.
  
  If you need any further assistance, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  Sincerely,
  
  ***********************
  Executive Response Team
  *************************
  
  Cc: Better Business Bureau
  

  Customer Answer

  Date: 08/17/2023

  I have reviewed the business response and accept this resolution of the service being cancelled on August 25, 2023 with a zero balance. Thanks. 

• Initial Complaint

  Date:08/04/2023

  Type:Product 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.

  Due to difficulties finding the correct company to file a complaint, this is the second attempt with the original complaint filed against the incorrect Brinks entity. A technical change has meant that Brinks no longer can monitor my security for which they get paid a quarterly fee to provide. I am not locked into a term contract at this time. I called customer service and they agreed to a refund and cessation of service at my request. However, to do so, they said they have install a piece of equipment, which would require a fee of ~$120.00 and with a service call needed, most likely requiring time off of work to accommodate. The sum they agreed to refund was for two quarter's billing which would be around $300.00 which they said they will withhold unless I agreed to their demand. I spent a considerable amount of time trying to resolve this and they could not effectively explain why they needed to make such a demand. After being shuffled around to different departments I was put in contact with customer retention who then tried to sell me a $250 system and put me back into a term contract. I asked to cancel, they sent a form I had to sign with the statement saying that they would effectively look at refunding me but now with no guarantee that they would proceed with the refund. I let it expire as I wanted to get advice on legality of their position. In addition the Brinks contact told me that they intended to keep charging my account if I didn't accept their terms. There is more to this than I am explaining here, but are tangential to the admitted fact that they are charging for a service they cannot provide and are withholding a refund upon, what I consider to be an unreasonable and unnecessary requirement. I have the entire interaction recorded. Since the original complaint, they have moved the case to collections and have had multiple days of receiving four phone calls, with them hanging up when answering.Customer number is: *******

  Customer Answer

  Date: 08/08/2023

  A technical change has meant that Brinks no longer can monitor my security for which they get paid a quarterly fee to provide. I am not locked into a term contract at this time. I called customer service and they agreed to a refund and cessation of service at my request. However, to do so, they said they have install a piece of equipment, which would require a fee of ~$120.00 and with a service call needed, most likely requiring time off of work to accommodate. The sum they agreed to refund was for two quarter's billing which would be around $300.00 which they said they will withhold unless I agreed to their demand. I spent a considerable amount of time trying to resolve this and they could not effectively explain why they needed to make such a demand. After being shuffled around to different departments I was put in contact with customer retention who then tried to sell me a $250 system and put me back into a term contract. I asked to cancel, they sent a form I had to sign with the statement saying that they would effectively look at refunding me but now with no guarantee that they would proceed with the refund. I let it expire as I wanted to get advice on legality of their position. There is more to this than I am explaining here, but are tangential to the admitted fact that they are charging for a service they cannot provide and are withholding a refund upon, what I consider to be an unreasonable and unnecessary requirement. I have the entire interaction recorded.

  Refund

  

  Business Response

  Date: 08/14/2023

  *************************
  1096 Sweet Gum
  ****, ** 78640
  August 14,2023
  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 August 24, 2023 and the bill balance cleared. Brinks Home respectfully declines your request for a 2-month refund. Our records indicate your quarterly payment of $157.44, which was received on 5/26/2023, covering the billing period of 5/24/2023 through 8/24/2023, was returned on 5/26/2023 by your credit card company. 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 Bureau