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

  
• 

  Brinks Home

  PO Box 814530 Dallas, TX 75381-4530

  
• 

  Brinks Home

  2350 Valley View Ln Ste 100 Dallas, TX 75234-5736

  
• 

  Brink's, Inc.

  580 Fifth Avenue, Suite 400 New York, NY 10036

• 

  Select Security

  3417 Brodhead Rd Aliquippa, PA 15001

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:07/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found out on July 1st that Brinks Security hasnt monitored home security systems via landlines for over a year. I found this out because there was a code (FC) on my keypad and I called Brinks. They never informed me of this change. My system is set up through my landline and Ive been paying $40.39 per month for 13 months of no monitoring. I was informed by Brinks that I would need to convert my system to a wireless system because they only monitor via wireless. However, Brinks doesnt service my area with an installing technician. They wanted me to install the equipment myself. I told them I am not able to install security systems and that it is ridiculous to expect a customer to install life saving equipment. They cancelled my service but tried to make me pay for another month because it takes 30 days to cancel the contract. After much debate, they agreed to no more charges since I did not have any service. They refused to refund the 13 months of payments for no monitoring. I thought I was receiving monitoring of my home security system for the past 13 months. I feel this is a dangerous practice and I have filed a complaint with the ***. They suggested I also file a complaint with the BBB. Thank you.

  

  Business Response

  Date: 07/16/2024

  ****** ********
  *****************
  **********************
  July 16, 2024
  Customer #*********
  Case #********
  
  
  Ms. ****** ********,
  
  This letter is in response to your complaint we received regarding your Brinks Home account.
  
  I carefully examined your account and the corresponding calls. On July 1, 2024, you had a conversation with our office regarding your account.During this conversation, you were given the opportunity to receive equipment through mail to replace your existing equipment. It was documented that you initially accepted this offer on a recorded line, but later called back to decline due to self-installation. Our agents informed you of the cancellation date and also later waived the final 30-day fee associated with cancelling the account.
  
  The account currently shows a balance due of $0.00 and is set for cancellation effective August 1, 2024, with no additional billing. Brinks Home requests that the customer test their system monthly and report any issues.After reviewing this information, Brinks Home regrets to inform you that a refund request has been declined. 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 cancel your account.
  
  Sincerely,
  
  
  ********* ***
  Executive Response Team
  ******************* 
  

  Customer Answer

  Date: 07/17/2024

  I am rejecting this response because:   
  Brinks failed to inform me that they didnt monitor my system via landline for over a year. 
  Performing a monthly system test is not the issue. Brinks doesnt offer testing on weekends and it is extremely difficult on weekdays to connect with a representative via the automated system. 
  I should have been informed that monitoring via landlines is a problem. I discovered the issue myself.
  I originally accepted the offer to update to a wireless system and install a new keypad myself. Brinks doesnt offer service in my area so an update would require self installation. Once I was informed that installation involved not only a keypad but a converter form landline to wireless plus a smoke detector and carbon monoxide detector, I  decided that  this was ridiculous and beyond my capabilities.  
  Brinks should accept responsibility for this potential dangerous error instead of placing blame on the customer. 
  Billing a customer for a service that wasnt in place is totally unethical and possibly harmful in the event of a problem. 

  

  Business Response

  Date: 07/23/2024

  ****** ********
  *****************
  **********************
  July 23, 2024
  Customer #*********
  Case #********
  
  
  Ms. ****** ********,
  
  This letter is in response to your complaint we received regarding your Brinks Home account.
  
  As mentioned previously, our records indicate that you spoke with our Customer Loyalty agent on July 2, 2024, and requested the cancellation of your account.The agent informed you of the 30-day cancellation process and manually submitted your account for cancellation under those circumstances. Your account is scheduled for cancellation effective August 1, 2024. During this conversation, you were also notified of the final 30-day payment. As a gesture of goodwill, Brinks Home has waived the fee, resulting in a credit on your account.This credit is intended to cover the final bill that will be charged to your account. Based upon my findings, Brinks Home respectfully declines your refund request. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  Sincerely,
  
  
  ********* ***
  Executive Response Team
  ******************* 
  

  Customer Answer

  Date: 07/24/2024

  I am rejecting this response because:   
  The following issues have not been addressed:

  #1 Brinks failed to notify customers of problems with communicating via landlines. 
  

  #2 Brinks continued to charge customers for ******************** services knowing there were issues with communicating via landlines.

  #3 Brinks failed to notify customers that they didnt service certain areas. 

  #4 In my case, Brinks charged me for 13 months for service when there was no communication via my landline.

  #5 Brinks failed to notify me that they didnt service my area.

  #6 Brinks allows and expects customers  to install life saving equipment in areas where they dont provide service. 
  
  #6 Brinks doesnt provide for system testing on weekends. 

  #7 Brinks automated system is nearly impossible to navigate for system testing during weekdays. 

  These situations are unethical and possibly dangerous and this complaint has been forwarded to the FTC. 

   

  

  Business Response

  Date: 09/20/2024

  ****** ********
  *****************
  **********************
  September 20, 2024
  Customer #*********
  Case #********
  
  
  Ms. ****** ********,
  
  This letter is in response to your rebuttal complaint regarding your Brinks Home account.
  
  At the onset of your service, you were informed about the monthly testing of your system and advised to contact us if any issues arose during those tests. No calls were made by you requesting a test of your system during this time frame. During your call in July 2024, you tested the signal with the help of our agent, and due to signal issues, we offered to send the necessary equipment to update your system. You were given the option to accept a drop shipment of new equipment but later chose to decline that offer. As a result,Brinks proceeded to cancel your account as per your request and settled the final bill. Therefore, Brinks Home respectfully declines your request for a refund.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  Sincerely,
  
  
  ********* ***
  Executive Response Team
  ******************* 
  
  

  Customer Answer

  Date: 10/06/2024

  I am rejecting this response because:   
  We can go back and forth about this matter from now until eternity.  Your rationale is completely flawed for the following reasons:

  1. You billed me for ******************************************************************************************** my home and you knowingly did so. 
  2. It was not my responsibility to know that your system could not sync with the equipment in my home. 
  3. It was unethical and fraudulent to have billed for an impossible service. 
  4. You offered to replace all equipment but did not offer service technicians in my area. 
  5. You expected me to remove the old equipment and install the new equipment.  This is ridiculous.  
  6.Monthly testing does not expunge you from your duty to know and inform me that you were unable to provide service in my home. 
  7. It was not my responsibility to determine that you were charging me for a service that hadnt been provided for 13 months.  
  8. Your alarm system testing is extremely difficult. You offer no testing on the weekends and customer service during the weekdays is limited making it nearly impossible to perform a monthly test. 
  9. I am requesting a 13 month refund and I have turned this dispute over to the ***.  

  

  Business Response

  Date: 10/08/2024

  ****** ********
  *****************
  **********************
  October 8, 2024
  Customer #*********
  Case #********
  
  
  Ms. ****** ********,
  
  This letter is in response to your rebuttal complaint regarding your Brinks Home account. As previously stated in our initial responses. You can contact tech support for troubleshooting your equipment by telephone from 7 AM to 9 PM CST Monday-Friday.Additionally, you may initiate a chat regarding your system availability 24/7. Brinks Home respectfully declines your refund request. Consequently,Brinks canceled your account at your request and settled your final bill your account is inactive.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  Sincerely,
  
  
  ********* ***
  Executive Response Team
  ******************* 
  
  

  Customer Answer

  Date: 10/12/2024

  I am rejecting this response because:   
  There has still been no response regarding why I wasnt contacted that my equipment was no longer compatible with Brinks security system. 
  and to say that you cancelled my service and didnt charge me for an additional month is ridiculous.  I was charged for 13 months of no service and you pretend that you did me a favor in not charging an additional month for no service.  Brinks has serious customer service issues. 

• Initial Complaint

  Date:07/03/2024

  Type:Sales and Advertising 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.

  Made a contract with Brinks Home Sec DES Alarm Svc for 36 months staring 7/20/2018 once I completed the contract a different company buyout the services and remove the equipment and I contact brinks as well to cancel and they never cancel the automatic withdrawal they had on my account up till May of 2024 then they came up with a new contract that I sign on Feb 2024 when I have never done so. I have submitted a dispute and waiting at the moment to resolve it. They are indicating and ingnoring the buyout and cancellation this is fraud and a rip off to a customer.

  

  Business Response

  Date: 07/16/2024

  *****************************
  *************************************************************************************************************
  
  July 16, 2024
  Customer #*********
  Case #********
  *********************************,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised your account has been scheduled for cancellation effective July 19, 2024, and the bill balance cleared. Currently your account reflects a $0.00 balance. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  Sincerely,
  
  *************************
  Executive Response Team
  *************************

  Customer Answer

  Date: 07/17/2024

  Please see the attach documents. Attach you will find the original and only contract with Brinks and the some of the bank statements. I dont have the Third party company contract showing the buyout from them to Brinks, I did contact them and they have confirm of the buyout but where not able to provide or send me that information since its only available within them companies.

  I have talk to the ********************* on 7/16/24 and they have indicated that they have the buyout they did with Brinks. They were not able to provide that information to me since they indicate that is something within the Companies, They have advise me to do a 3 way call having them on the line and Brinks to the call so that they can confirm that. I did reach out to Brinks yesterday as well on 7/16/24 at around 3:40 and Brinks indicate that the Department on charge was close for the day and have provide me with a phone number to call. This has become really time consuming that I really dont have and the stress level is unbearable. It has been nights just keeping me up, it has been going on for so long over a year and had no idea, yes I understand why till now I notice this, but trust when I said my life has not been nothing but a chaos for the last few years and adding this to it was just so upsetting and devastating knowing and been charge for a service that they know I was not even getting since there has been no cameras so there's no recordings or an alarm record of the alar been arm or unarm in the house. 

  Customer Answer

  Date: 07/17/2024

  Please see the attach documents. Attach you will find the original and only contract with Brinks and the some of the bank statements. I dont have the Third party company contract showing the buyout from them to Brinks, I did contact them and they have confirm of the buyout but where not able to provide or send me that information since its only available within them companies.

  I have talk to the ********************* on 7/16/24 and they have indicated that they have the buyout they did with Brinks. They were not able to provide that information to me since they indicate that is something within the Companies, They have advise me to do a 3 way call having them on the line and Brinks to the call so that they can confirm that. I did reach out to Brinks yesterday as well on 7/16/24 at around 3:40 and Brinks indicate that the Department on charge was close for the day and have provide me with a phone number to call. This has become really time consuming that I really dont have and the stress level is unbearable. It has been nights just keeping me up, it has been going on for so long over a year and had no idea, yes I understand why till now I notice this, but trust when I said my life has not been nothing but a chaos for the last few years and adding this to it was just so upsetting and devastating knowing and been charge for a service that they know I was not even getting since there has been no cameras so there's no recordings or an alarm record of the alar been arm or unarm in the house. 

  Customer Answer

  Date: 07/17/2024

  see docs attach

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I established service in October 2023. By June 2024 one of my cameras was completely unusable. I reached out to customer service for support and troubleshooting and was told there was nothing they could do. I would need to pay close to $1000 for them to send a technician out to troubleshoot and possibly replace the camera. Im still not done paying for the first failed camera and they tell me there is no warranty. In calling in for help, I have received none. They transfer me from person to person and department to department until I have no time left in my day to dedicate to sitting on hold.

  

  Business Response

  Date: 07/16/2024

  *********************
  ******************************************************************************
  
  July 16, 2024
  Customer #*********
  Case #********
  *************************,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, Brinks Home agrees to dispatch a service technician to repair the Outdoor Pool Camera at no cost. The service job is currently scheduled for July 22, 2024. The arrival time is between 12:30 pm and 5:00pm. Thank you again for your business and for the opportunity to serve as your monitoring alarm company.
  
  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: 07/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2023 called Brinks Home Service. I was told that if i came to them, I would have 30 days to decide if i wanted to keep the service. I called within the 30 days to cancel the service. I was told that it was 7 days. I told them that was not what i was told. Brinks employee then told me that they had a lot of new people and i was told wrong. if i wanted to cancel, i would have to pay to remaining bal. of the contract. it is now in collections. I was also told that i would get a new system when i moved and they tried to charge me for that.

  

  Business Response

  Date: 07/12/2024

  ***** Person
  ********************
  *********************
  July 12, 2024
  Customer #*********
  Case #********
  
  
  *********************,
  
  Thank you for discussing your account concerns with me. To summarize our conversation, you have agreed to reinstate your service at a monthly rate of $39.99 plus applicable taxes and fees, along with a 12-month contract extension. A service appointment has been scheduled for July 18, 2024,for reactivation.
  
  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
  ******************* 
  

  

  Business Response

  Date: 07/12/2024

  ***** Person
  ********************
  *********************
  July 12, 2024
  Customer #*********
  Case #********
  
  
  *********************,
  
  Thank you for discussing your account concerns with me. To summarize our conversation, you have agreed to reinstate your service at a monthly rate of $39.99 plus applicable taxes and fees, along with a 12-month contract extension. A service appointment has been scheduled for July 18, 2024,for reactivation.
  
  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:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a first time homebuyer I was eager to protect my investment and purchase a home security system. The salesperson (I believe his name was ******) came to my neighborhood because it was new construction homes and there was a lot of potential for new service. He assured me that if I purchase the equipment with service, the equipment would belong to me at any address I move to with no cost to me. My alarm dealer was ********************* who is no longer employed with Brinks because of their lack of integrity. My installation date was March 17, 2023. Ive paid $74 every month since then. Thats $1110 invested so imagine my dismay when I called Brinks to schedule the move of my equipment to my new address and they refused. They first suggested I can remove the equipment myself for reinstallation at the new address which is impossible because I am 6 months pregnant, I am not a technician, and one of my cameras is upstairs outside of my window. Then they insisted I contact their contractor Skyline security to schedule the dismantle of equipment for a fee. To rectify? They only offered me more equipment at my new address for an additional fee. I initially tried to cancel service but it was not feasible because unbeknownst to me, they locked me into a 60 month agreement so my only resort was to take my equipment with me but they refuse to assist. Im not asking for a refund because I have felt secure this past year and I paid for that security. What I want is a cancellation of service and for LICENSED technician to come out and remove the equipment. I was lied to and coerced into an agreement I did not fully understand from a really good salesman. I want out of this scam immediately and I will not be recommending Brinks to anyone. They are not customer focused, they only want to manipulate you into giving them more money. I will also be leaving a review to warn new potential customers of the lack of support they are signing up for.

  

  Business Response

  Date: 07/15/2024

  ***********************
  *******************************************************************************
  July 15, 2024
  Customer #*********
  Case #********
  
  
  ***************************,
  
  This letter is in response to your complaint regarding your Brinks Home Account. My attempts to contact your regarding this matter have been unsuccessful.
  
  According to our records, you are currently enrolled in a 60-month Alarm Monitoring Agreement (AMA) that commenced on March 16, 2023, and is set to conclude on March 15, 2028. There are 44 months remaining in this agreement, which you have previously reviewed and signed. Additionally, you reached out to our office on June 25, 2024, and agreed to a revised rate decrease, extending the contract end date to March 15, 2029.
  
  Upon installation, the equipment becomes your property. Should you decide to relocate the equipment yourself, there will be no additional fees. However, if you prefer professional assistance, there will be a charge. Brinks Home always provides customers with the option to relocate the equipment independently and to utilize our relocation services after the equipment has been moved to the new location.
  
  Please feel free to contact me directly to address your account concerns. I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  
  Sincerely,
  
  *************************
  Executive Response Team
  ******************* 

  Customer Answer

  Date: 07/25/2024

  I am rejecting this response because:   The solution offered does not satisfy my complaint. I was only offered to pay additional fees for Brinks to dismantle equipment, a service I feel should already be provided. The salesman was vague with me on additional fees and I would have never agreed to any contract had I known I would be charged additionally for a service Im paying for monthly. Brinks is also absolving themselves from the 3rd party technicians dealers they worked with to install the equipment. I spoke with my dealer directly and he no longer works for Brinks or their affiliates because of their unethical practices. A reasonable solution would be for them to dismantle their equipment and take it back. I no longer want service from Brinks Security and I wouldnt advise anyone else render their services either. They are not for the customer, they are only for getting more money from the customer.

  

  Business Response

  Date: 07/30/2024

  ***********************
  *******************************************************************************
  July 29, 2024
  Customer #*********
  Case #********
  
  
  ***************************,
  
  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 July 25, 2024. As stated during our call, our policy does not include provisions for retrieving and reinstalling equipment at the new property. However,you are encouraged to move the equipment with you. Brinks has extended an offer to have all of your equipment removed from your current location for a discounted fee of $75, with reinstallation available at the full billable amount. Additionally, you were informed previously that a labor and technician fee would apply for installation at your new home. If you choose to take your equipment with you, you will only incur these charges. Alternatively, if you prefer, you may purchase a new equipment kit for your new home at the full billable amount.
  
  However, we understand that you may still prefer to cancel your account. If this is the case, Brinks Home agrees to offer a discounted buyout for the terms remaining. A payment letter will be mailed to the address of record. Once the payment is received in full, the account will be submitted for cancellation. Please be advised, the account will remain active, and billing unless the payment is settled in full.
  
  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:07/01/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brinks Home has claimed I entered a new contract in 2021, by clicking an email, two years before original contract end (2023). Now, today claims need to pay over a thousand dollars to cancel my service. This is fraud and they wont allow me to cancel. This seems to be how they conduct business on the regular per social media. They claim I have contract until 2026. I never extended, or upgraded services at any time.Customer # *********

  

  Business Response

  Date: 07/12/2024

  ***********************
  29772 Harness Circle
  Menifee, CA 92584
  
  July 12, 2024
  Customer #*********
  Case #********
  ***************************,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account has been scheduled for cancellation effective August 9, 2024, and the bill balance cleared. Please accept this letter as formal confirmation that there is no further financial or contractual 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
  *************************
  

  Customer Answer

  Date: 07/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my services with Brinks Home for four months. My contract was up in April of 2024, which is when I first called to cancel. They still took the monthly invoice out of my bank account. I've called numerous times and am always told that there are no notes in my account stating that I wish to cancel my services. It wasn't until I threatened to contact a lawyer that I was sent a canceling contract docu sign form. I was told that they could not back date the cancel document because there was no documentation that I called to cancel. That is ridiculous because as I've said I called numerous times. I refuse to pay what they say I owe, which is $200.53. The reviews of Brinks Home are all similar to mine, and are notorious for this.

  

  Business Response

  Date: 07/12/2024

  *******************************
  *******************
  ********, IN 46350
  
  July 12, 2024
  Customer #*********
  Case #********
  ***********************************,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised your account is currently scheduled for cancellation effective July 31, 2024. Our research of your account failed to disclose the receipt of a request for cancellation in April of 2024 as you indicated in your complaint. Currently your account reflects a past due balance and may be subject to collections activity if left unresolved. Based upon our findings, Brinks Home respectfully denies your request for a billing adjustment of the closing billing balance.
  
  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:06/30/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally complain against Brinks Home Security regarding a contractual dispute and unjust charges. In February of 2021, I entered a 24-month contract with Brinks Home Security that included a free home security camera. My understanding was that this contract would expire in 2023.Recently, I discovered that Brinks claims I signed an additional 24-month contract via a telephone call, where they reduced my monthly payment, extending my commitment to 2025. To be clear, I never agreed to stay in a contract until 2025, and the contracts they sent me as proof never mention anything about them running concurrently until 2025.Adding insult to injury, due to my relocation, I am unable to continue using Brinks Home Security. However, Brinks is insisting that I pay over $650 to cancel my supposed 2025 contract, which I maintain I never agreed to. This fee is not only unjustified but also represents an excessive financial burden on me as a consumer.Despite my best efforts, I have been unable to resolve this matter directly with Brinks. I ask to speak with a manager and every customer service rep ****** that they are the manager. Their customer service has been unhelpful, providing neither satisfactory answers nor solutions. There is no way I could ever remain a customer of this business given their treatment of me despite being a great customer who always made their payment on time since May of 2018. Because of my frustration with their shady business practices, I am turning to the Better Business Bureau for help.

  

  Business Response

  Date: 07/12/2024

  *********************
  *******************
  *******************
  
  July 12, 2024
  Customer #*********
  Case #********
  *************************,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective August 12, 2024, and the bill balance cleared. 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
  *************************
  

  Customer Answer

  Date: 07/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by their salesperson who recommended I change back to Vector Security. I agreed and had the salesperson inform Brinks I was canceling their service. This happened in February of 2024. The person who recommended the change and the installer informed me that I should keep the equipment that they were removing in case I was contacted by Brinks. I was not contacted with reference to the equipment, and I still have it. I just received a threatening letter stating that I owed them of $303.80 for monitoring. If I don't pay them by July 4, 2024 they will turn it over to a collection agency. I am not paying for something I did not receive. They couldn't possibly monitor my home as their equipment was removed.

  

  Business Response

  Date: 07/11/2024

  *********************
  *****************
  **********************
  July 11, 2024
  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 requested a billing adjustment. Our records indicate you were in the initial term of a 36-month Alarm Monitoring Agreement which began on June 3, 2021, and ends June 2, 2024. Please be advised, your account is currently inactive and reflects a past due balance. The cancellation letter received by Brinks Home, confirmed the terms of your account contract were valid until June 2, 2024, which would validate billing through the end of the contract date. Our records show that payments have not been made since January 8, 2024, prompting potential collection action. Respectfully, Brinks Home declines your request for a billing adjustment.
  
  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:06/28/2024

  Type:Customer Service 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 have used Brinks home for security for over 9 years. I am selling my home and moving out of the state of **********. I called to cancel my service, and was.informed I must pay the next 9 months of service to cancel my service. This is service I will not receive because I will no longer be living here. **************** was rude and demanding. They claim I have a service contract with them and it's just not true. I have paid them directly from auto pay. I just refuse to pay for any type of service I will not receive.

  

  Business Response

  Date: 07/11/2024

  *********************
  *****************
  *********************
  July 11, 2024
  Customer #*********
  Case #********
  
  
  Mr. *********************,
  
  This letter is in response to your complaint regarding your Brinks Home account. Our attempt to address your account concerns were inconclusive because the call ended abruptly before we could provide a resolution regarding your account. In your complaint, you mentioned that you needed to cancel due to a relocation. Our records show that the extension of your contract was a result of your request to upgrade your alarm equipment in February of 2023. At that time, you also accepted a rate reduction offer.
  
  To resolve this matter, your account is scheduled for cancellation effective July 18, 2024. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  Sincerely,
  
  
  *************************
  Executive Response Team
  ******************* 
  

  Customer Answer

  Date: 07/12/2024

  I have reviewed the business response and accept this resolution. This could have been completely resolved the day I called and requested the termination of the service due to relocation. I never renewed a service contract, I was contacted to let me know the equipment here was out of date, and new equipment had to be installed to keep up with the cellular system upgrade. These are Predatorial business pracices implemented by this company, in hope customers will not question their billing practices. I will NEVER use Brinks again! Congratulations you just lost another non-valued customer.