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:07/11/2023
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.
On June 26, 2023 I sent a letter to Brinks Home Security to cancel my service. Per their instructions, I included a check for $940.80. I sent the completed form and the check in a window envelope to the address on the form. They gave me deadline of July 10, 2023 to send the check and the form. I have called them for an update. They said they can't update the status. I just have to wait for them to open the envelope and cash the check. I have enclosed a copy of the cancellation form that I sent them.
Business Response
Date: 07/21/2023
***************************
****************************************
*******, ** 77433
July 21, 2023
Re: *************************** / ****# *********
Case# ********
*******************************,
This letter is in response to the complaint we received regarding the cancellation of your Brinks Home account. Thank you for taking the time to speak with me. To recap our conversation, Brinks Home has submitted your account for cancellation effective July 31, 2023. Therefore, there is no further financial or contractual obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
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
*************************
Cc: Better Business BureauInitial Complaint
Date:07/11/2023
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.
Here is the overview. We sold our house Feb **************************************************************** March. We called 20 March 23 to cancel. They asked for our pin, our alarm phrase and or last four digits of credit card on file.We did not have the pin or alarm phrase that we could remember since we never had an alarm problem or had to call Brinks ever. It was posted on a magnet on our fridge at our old house. That did not help anymore. We gave them the **** last four that they were billing against. They said that is the wrong credit card number that on file. We gave them the last four of every active **** credit card we had and they said none of those are correct. We then told Brinks we would notify **** that this is a fraudulent charge. We called **** and explained all this to ****. Brinks keeps sending us delinquent notices with phone numbers. We call the number and repeated the same above process monthly to no avail. Finally one representative told me to email ***************************************** with supporting documentation to prove who I am (Driver Lisc. & Warranty deed). We never got a response back and they are still trying to charge us monthly April,May, June and July. Additionally, they said they are putting me in collections for not paying the alarm service on a house I do not own and on an account that I have been trying to cancel monthly since 20 March 2023.Here is the last email sent to them that had no resolution or response from Brinks. I would ask every customer service rep it they cannot cancel my account, connect me to a supervisor or tell me how to proceed. Brinks service has failed to provide me with a resolution or a means to cancel and continue to bill me for a house I do not own.See upload for email sent to brinks.Business Response
Date: 07/21/2023
*****************************
176 *****************
********, ** 32579
July 21, 2023
Re: ***************************** / ****# *********
Case# ********
*********************************,
This letter is in response to the complaint we received regarding the cancellation of your Brinks Home account. My attempt to contact you to resolve your concerns were unsuccessful.
In your complaint you contested the ongoing billing service charges from the month of April through July. In researching this matter, our records show you calling in, but you could not verify your account. please be advised, Brinks Home takes the security of our customers very seriously and our policy requires everyone to verify their identity before we can make any changes. To resolve your concerns, Brinks Home has waived the bill balance on your account is scheduled to close effective August 11, 2023. Therefore, Your account reflects a $0 balance and there is no further financial or contractual obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
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
*************************
Cc: Better Business BureauCustomer Answer
Date: 07/30/2023
I have reviewed the business response and accept accept a zero balance resolution for the months April through August 2023, since we did not own the property.
As stated below:
We requested a refund and cancellation of our account on 20 March 2023. We advised the brinks Customer Rep (3 times, 2 emails) that we had sold our house with the alarm on 21 February 2023.
Unfortunately, Brinks customer reps was not able to validate who we were. The password and pin for our previous alarm company that Brinks acquired was
incorrect. Additionally, our credit cards that we presently own do not match the CC# Brinks says they have on file.
Additionally, I could log into my account and could not cancel service either. It sent me to a customer rep who I would explain the validation problem, and they could not help either.
What was very disappointing about Brinks **************** is nobody could resolve the problem of a customer who cannot validate his account. They failed to provide us any options for us to resolve the matter. Unfortunately we had to dispute all future charges as fraud and contacted the BBB in addition, to filing other complaints.
As a retired military member it was never our intent to defraud Brinks. We exercised our due diligence, spending two hours each month trying to resolve with Brinks. It was very frustrating.
Feel free to contact me to discuss how Brinks can better assist customers with this conundrum.
*********************;
************
****************Initial Complaint
Date:07/11/2023
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.
Unbeknownst to us, our service stopped working years ago because we had 3G and it had to be upgraded to 5G and nobody contacted us about the change. So we paid for years and then realized that our phones were not able to set the alarm, we had always done it at the panel. We called and they said they needed to come out and fix it. Then gave us a service date of ****! So we told them to just cancel us. After spending hours and days during our work day on the phone in the queue we got it cancelled. Now we receive a bill and late fees and a paper statement fee and a 24-hour monitoring fee, they weren't monitoring anything! We haven't had a service for several years and they say we have a last month's bill to pay that is almost twice as much as we were being charged with no service for several years. I read through all these complaints, and see that we aren't alone.Business Response
Date: 07/21/2023
***********************
2207 *********
**********, ** 67801
July 21, 2023
Re: *********************** / Customer #*******
Complaint ID #********
Dear *************************,
This letter is in response to your complaint we received regarding your Brinks Home account. My attempt to contact you to resolve your concerns was unsuccessful.
In researching your concerns, our records indicate your account was cancelled effective July 1, 2023, and your final bill balance has been cleared.Therefore, you may accept this letter as formal confirmation that your account reflects a $0 balance, and there is no further financial obligation to Brinks Home.
Please be advised, you may disregard any billing statements you may receive.
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 BureauCustomer Answer
Date: 08/01/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:07/11/2023
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.
I have a contract with Brink home security since 2019. In 2021 I moved house and called to cancel the service, they told me at that time that the contract had not yet expired and they would charge me a penalty, they gave me an offer that would pay $35 for 24 months I accepted. Today, 10/7/2023, I call to cancel the service and they tell me that the contract is for 36 months and does not expire until ****. When I ask for proof of the signed contract, they tell me that there is only verbal consent in a call which to listen to it one of the people who attended me tells me that I need a lawyer. They tell me that to cancel I need to pay every month that I am supposedly missing from the contract, around $800 dollars. I called a second time and the person who answered me called ***** practically made fun of me to my face, she left me on hold and started talking to the person who had answered me previously, all the time I heard what they were talking about, she told her that If that happened to her with a client, she would leave it on hold. It seems to me a lack of respect for a loyal customer like I have been all this time since 2019 and I just want to cancel my contract that has already ended and a service that I have not used for a long time because I have changed my doors and windows and the sensor not be in operation.My account with brink home security is *********Business Response
Date: 07/21/2023
******, *******
**********************************************************
July 21,2023
Re: *************************** / Customer #*********
Case #********
*******************************,
This letter is in response to your complaint regarding your Brinks Home account. My attempt to contacted you regarding this matter has been unsuccessful. In your complaint you requested the cancellation of your Brinks Home Account.
In research this matter, our records indicate you spoke with our ****************** on May 25, ********************************************************************************************* your new home. The equipment cost was originally $985.00 but was discounted to $0 billable. If you wish to terminate your contract prior to the contact end date, Brinks Home offers a negotiated buy out for the equipment installed in the amount of $231.90. You can make this payment using our payment portal at www.Brinkshome.com or by calling our customer service department. Please be advised your account will remain active if payment is not received within 30 days and will close at the contract end date.
As always, we regret losing a valued customer. If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m.,Central Standard Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauCustomer Answer
Date: 07/25/2023
I have reviewed the business response and accept this resolution. I already make a payment of $231.90 today july 25 ***** and brink cancel my contract.Customer Answer
Date: 07/28/2023
I made my payment of $231.90 as ***** had told me to cancel my contract and the contract has not been canceled and they continue to charge a fee for a month that I am not going to use the serviceBusiness Response
Date: 08/10/2023
***************************
***********************************************
August 10,2023
RE:*************************** /Customer #*********
Case #********
*******************************,
Thank you for taking the time to speak on August 8, 2023. To recap our conversation, your Brinks Home account is inactive and the bill balance cleared. Please disregard any billing statements received .
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:07/10/2023
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 purchased alarm equipment with Protect America. Protect America sold my 2 year contract to Brinks Home in 2020. I had never signed anything with Brinks and I've never gotten any service from Brinks. Brinks continued charging my account even after I had already turned down the extension of the contract. They never provided any service. My alarm equipment wasn't working. I had my contract renewed on a month to month basis, which I did not authorize. I never signed anything with Brinks, I never gave them my personal information. I put in a stop payment from my credit card in 2023, brinks has been sending me past due balances. They reported to the credit bureau lowering my score from an 830 to a 696. I've always taken care of my credit and have never had any late payments. I've tried to get this resolved and have been passed around to different departments. After speaking with the 4th person in one day I was hung up on. I paid an extra year for absolutely no service whatsoever. Now my credit has been affected, which has led to higher interest rates on loans. This should be illegal, it's predatory.Business Response
Date: 07/20/2023
Christian ************ *********************
******, ** 78045
July 20,2023
Re: Christian **** / 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 account was scheduled for cancellation effective June 31, 2023,and final bill balance cleared. 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
*************************
Cc: Better Business BureauCustomer Answer
Date: 07/20/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:07/10/2023
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.
Called their toll free number to cancel non-contract service on 6/12/23 and was told to expect a Docusign within 48 hours. Called back on 6/19, 6/20, 6/21 and was told that the Docusign was sent to an incorrect email address each time even though I specifically spelled my email address correctly each time. On 6/26 I was told by D.J. that her manager had agreed to process my cancelation immediately, effective that day because of all the issues I had experienced. Called back on 6/30 and was told by **** that no cancelation had been processed and that he would personally take care of it. When I did not receive an email confirmation, I called again today, 7/10, and was told by ******** that my cancellation date is now effective 7/30/23 and I will be charged another monthly fee on 7/13. This is no way to treat a 16-year customer and I would never recommend this business to anyone.Business Response
Date: 07/18/2023
******************************
********************************************************
********, ** 28056
July 18, 2023
Re: *****************************/ ****# *********
Case# ********
*********************************,
This letter is in response to the complaint we received regarding the cancellation of your Brinks Home account. Thank you for taking the time to speak with me to resolve your concerns, Brinks Home has submitted your account for cancellation effective July 30th, 2023, and your final 30-day cancellation fee has been waived.Therefore, your account reflects a $0 balance and there is no further financial or contractual obligation to Brinks Home. We sincerely apologize for any inconvenience experienced while attempting to resolve your account concerns.
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
*************************
Cc: Better Business BureauInitial Complaint
Date:07/10/2023
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.
We previously had **** home security. They discontinued service and directed us to Brinks Security. After several attempts at getting our system installed by Brinks (they did not show up and canceled appointments) the installer finally came. During installation he suggested that we add a camera to our system. He failed to include in this discussion that we would be billed $363.00 for the camera! I have been disputing this charge with Brinks since I received the first bill several months ago. I have called Brinks many times regarding this issue. On May 1 I spoke with ******* at extension *****. She informed me that the charge for the camera was in the process of being removed from my account and that I should check on that again in a few days. May 16, the charge is still outstanding and I spoke to *********************** who told me that ******* was wrong, that the charge would not be removed from my account. This was a very frustrating conversation. *************** told me that it was a common practice for the installer to "up-sale" to the consumer. I offered to return the camera to Brinks but *************** refused this. The fact remans that we were not informed that there would be a charge and ******* had confirmed that the charge was being removed from our account. Since that time, Brinks has reported this account as delinquent to Transunion credit reporting agency. None of this is correct. We are being held hostage for $363.00. I would like the charge to be removed and the credit reporting deleted.Business Response
Date: 07/21/2023
***********************
47260 ***************
***********, ** 92260
July 21,2023
Re: *********************** / Customer #*********
Case #********
Ms. ***********************,
This letter is in response to your complaint regarding your Brinks Home Account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you contested billing for camera equipment installed at your property during a service visit on December 19, 2022. In researching this matter, our records confirmed the sale of the equipment was negotiated with the technician on site and noted on the completed service by the installing technician. Based upon our findings, Brinks Home respectfully declines your request for the removal of the equipment charge in question.
To resolve this matter amicably, Brinks Home offers a 50% discount off the camera equipment installed on December 19, 2022. 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: 07/26/2023
I have reviewed the business response and accept this resolution ONLY IF DEROGATORY CREDIT REPORTING IS REMOVED FROM MY CREDIT REPORT. Please confirm that you are in agreement and I will immediately make payment.Initial Complaint
Date:07/10/2023
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.
On April 26, 2023, Brinks came out to install three new cameras and a new touchpad. The cameras work great, but we could not use the alarm system because the garage door would always trigger the alarm if opened. The sensor was apparently not installed correctly. The first time the alarm was triggered (the first or second day after installation), Brinks called to make sure everything was okay. I informed the gal on the phone that it wasn't and needed our BRAND NEW system fixed. I will admit that I do not recall the entire conversation, but I never spoke to a technician or asked for someone to come fix it. I was told today that I should have spoken to someone in technical support and that this would have been covered under the warranty. Apparently the support person I spoke to never documented that our system wasn't working correctly. Fast forward to about a month ago and our brand new touchpad has now stopped working. We have been on vacation, down with "Co***", croup, deaths in the family, surgeries, and work so we have not had the chance to be available for someone to come fix it. Called today to get assistance and they want to charge us a minimum of $125 for someone just to come look at it, plus $100 per hour after that. We have had this system less than 75 days and paid $800 for it. I was told there is only a 30 day warranty and since I never called technical support myself, it could not be honored. I am perfectly fine paying a service fee after a certain time period, but the fact that it is documented on 4/26 or 4/27 that I was contacted by their team due to a false alarm, should make us eligible for a warranty on labor AND parts. We have a scheduled appointment on 7/19/23 for technical service and I do not feel we should pay a dime for this. I was told today they could not waive the service fees. I asked for a credit to my account and was told no.Business Response
Date: 07/19/2023
*************************
***************************
*****, ** 74008
July 19, 2023
Re: *************************/ ****# *********
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.In your complaint your we dispute a service charge. Please be advised, as a courtesy and to resolve this matter amicably, Brinks Home has agreed to waive the service tech fee. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
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
*************************
Cc: Better Business BureauInitial Complaint
Date:07/10/2023
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.
Problem. Billing for payment of services that are not being provided.Brinks Home has been sending message through the mail that they will need to upgrade their services to continue security monitoring. Multiple attempts have been made to get this scheduled, but either when calling to schedule, they tell me that they are not upgrading in my area or they do not come for scheduled upgrades. The system was no longer working. So called another company to take over the service in February 2023. We had a service call about one week later at which time we told him that we did not require his services and had different monitoring service. This was noted in the Brinks record, but now am being told that I need to cancel services in writing despite getting security question answered. I was also told that I had to pay for another month of "service" which is not being provided.Business Response
Date: 07/19/2023
*******************************
122 **********
******, ** 28150
July 19, 2023
Re: ******************************* / Customer #*********
Complaint ID #********
Dear *******************************,
This letter is in response to your complaint we received regarding your Brinks Home account. My attempts to contact you regarding this matter have been unsuccessful.
To resolve your concerns, your account is set to cancel effective August 10,2 023,with no further contractual or financial obligation to Brinks Home. In addition,Brinks Home also approved your refund request in the amount of $153.25. This serves to offset the billing periods from March through July of 2023. Please allow 14 - 21 business days for processing. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
If you 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 BureauCustomer Answer
Date: 07/25/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:07/10/2023
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.
After our contract expired for two years, I want to terminate the contract in mid-April. I called the company several times and they refused to stop it for me. They kept charging me. My request was ignored. I found the customer service staff who helped me apply and called me Called the payment bank to stop my payment. Now I get the fine letter they gave me. I called several times and they still refuse to help and keep charging me. This company doesn't make sense. Maybe they are used to this. Waiter. Please help me thank youBusiness Response
Date: 07/20/2023
*******************
**************************
Mosemount, ** 55068
July 20, 2023
Re: ******************* / ****# *********
Case# ********
***********************,
This letter is in response to the complaint we received regarding the cancellation of your Brinks Home account. Our attempt to reach you at the number notated on your complaint was unsuccessful.
In reviewing your account, you spoke with our office on April 13, 2023 and requested the cancellation of your account. At that time, they called the translation team to help go over the cancellation process with you. In that time while waiting for the translator, the call was disconnected prematurely. To resolve this matter amicably, Brinks Home has submitted your account for cancellation,effective July 21, 2023, and as a courtesy your final bill balance has been cleared. Please accept this letter as formal confirmation that there is no further financial or contractual obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
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
*************************
Cc: Better Business Bureau
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