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:04/29/2024
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 was forced into a Contract on or around 12/27//021 with a Subsidiary (Skyline Security) of Brinks by Deceptive Sales Tactics where the Salesman promised 3 Contractual Agreements for (5) ************* Contracts that were not honored such as No Trip Charge; Free Equipment Installation One POC: Ninoshka De ***** Service Agent Skyline Security Management ************************************************* I was not happy with the Services so I unsuccessfully was able to arbitrate my concerns I asked for a Breach of Contract which Brinks refused to do! I told them I did not want to do Business with them due to the Deceptive Sales Tactics the Salesman did and their refusal to honor agreements the Sales Person had assured Me would be honored that were not honored. Due to these reasons I went back to ADT ************* within 2-3 month Window. Since this time I have paid Brinks by Debit/ACH to my Business Account. Last Year around late fall I changed bank accounts and ********************** requested a payment to the Brinks Account Number (Customer Number: ********** Listed was a Past Due Amount for all 5 Accounts that was paid to bring all Accounts Current! Instead of Brinks applying the Payment to all (5) Accounts the Payment was applied to only One account causing the other accounts to be reported to the ************* as Past Due. (4) Accounts are in a Charged Off Status and they are attempting again to gain payment for the remaining account I have asked to ******************* For Years ago! They are attempting to go back and put this last account on my Credit! I have no desire to do any business with brinks ever! I wish to have these charge offs & late payments removed off my credit!
Business Response
Date: 05/06/2024
*****************************
2018 Poco Dr
***********************
May 6, 2024
Customer #*********
Case #********
*********************************,
This letter is in response to your complaint regarding your Brinks Home account. Our records indicate you are currently in the initial term of a 36-month Alarm Monitoring Agreement under account #*********. Currently 7 months remain in term and the account reflects a past due bill balance. There is no record of any incoming calls or correspondence regarding the account in question. Our records also indicate accounts #*********, #*********, #********* and #********* are all inactive and currently in collections due to non-payment. Based upon our findings, Brinks Home respectfully declines your request for a billing adjustment or credit profile update.
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: 05/08/2024
I am rejecting this response because:
as Brinks continues to NOT ACKNOWLEDGE THAT THESE ACCOUNTS WERE ACQUIRED UNDER DECEPTIVE SALES TACTICS!
In ADDITION I HAVE PAID THESE ACCOUNTS FAITHFULLY WITHOUT HAVING ANY SERVICE WITH BRINKS! I LEFT BRINKS/SKYLINE AFTER THEY REFUSED TO CANCEL THESE CONTRACTS WHEN I MADE THEM AWARE THEY DID NOT HONOR THE ORIGINAL AGREEMENT MADE BY ME & THEIR SALES REPRESENTATIVE **************!
BRINKS IS TRYING TO *** ME FOR A TOTAL OF 5 ACCOUNTS TO KEEP ME IN THESE FRAUDULENT CONTRACTS FOR $2,684 for EACH ACCOUNT I INITIALLY HAD WITH THEM!
Business Response
Date: 05/14/2024
*****************************
2018 Poco Dr
***********************
May 14, 2024
Customer #*********
Case #********
*********************************,
This letter is in response to your rebuttal correspondence regarding your Brinks Home account. As previously stated in my initial response, our records indicate you are currently in the initial term of a 36-month Alarm Monitoring Agreement under account #*********. Currently 7 months remain in term and the account reflects a past due bill balance. There is no record of any incoming calls or correspondence regarding the account in question. Our records also indicate accounts #*********, #*********, #********* and #********* are all inactive and currently in collections due to non-payment. Based upon our findings, Brinks Home respectfully declines your request for a billing adjustment or credit profile update.
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:04/28/2024
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.
As the beging of April Brinks Secruity notifiec me that *** arlarm for my house was going off. Turned off the alarm when I got home. No sign of any one breaking in. This happened twice more. I called Brinks. They told me that the dooring opening the battery there was week and they would turn it off. That would solve the problem. It did not solve the problem. I carefully checked out the system. Three of the security we not working at all. The 4th camer was giving a view of the kitchen ceiling. I checked. All of the motioin sensors were not working. I called Brinks. They could have some one at my house in 2 weeks - at a charge of $75. I thoughjt it over. Called Brinks. It took about 15 minutes to get the system closed. Last Thursday I got a bill from Brinks for $72.65 I am listed as customer ********* Frfom my view the are bulling for a system that they incorrely thought was working.Business Response
Date: 05/03/2024
*************************
10544 W **** Ter
*********,WI 53224
May 3, 2024
Customer #*********
Case #********
*****************************,
This letter is in response to your complaint regarding the Brinks Home Account. My attempts to speak with you at the number provided have been unsuccessful. Please be informed that your account is set to be cancelled effective May 15, 2024, and the balance has been reduced to zero. Allow this letter to serve 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
*******************Initial Complaint
Date:04/27/2024
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.
fraud, and misleading.Business Response
Date: 05/02/2024
***********************
***************************************
********************
May 2, 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 Brinks Home account is inactive.
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
*************************Initial Complaint
Date:04/26/2024
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 had a home security system with Protect America for many years until they sold to Brinks Home Security in August 2020. Brinks then contacted me at which time they claimed I agreed to a 3 year monitoring plan with them for $34.95 per month. I didn't sign anything but I may have implied to accept the previous 3 year deal orally. Then about a year later, without notice, they began charging my credit card $37.95 (an increase of $3/month) which I disputed with my credit card and they agreed to keep it at $34.95. A few days later, I received a letter from Brinks dated March 25, 2021 that showed my account number *********** and stated that as per our conversation, my account was subject to an increase after the 3 year contract. I retained it. Then, beginning in August 2023 (exactly 3 years from when I may have entered into the 3 year contract verbally), I have begun to receive e-mails from Brinks asking me to extend my contract at the same price of $34.95. The subject of those e-mails was, "Rate guarantee when you extend your contract 3 years." Then on 1/5/2024, their offer was for a lower rate of $31.95 and the subject of Brink's e-mail changed to "Your Rate Could Be $31.95 When You Extend Your Contract." To date, I have received 18 of these e-mails which I have also kept and can make available. Today, I decided to cancel this service with Brinks because I have clearly fulfilled any 3 year contract and the system is faulty. The Brink's representative stated that my contract was extended until November and if I cancelled the automatic drafts from my credit card, they would turn me into a collection agency, which is not acceptable. I NEVER agreed to any extensions, paid the monthly fee on time for well over the 3 year contract and only armed the system 3 or 4 times because it is faulty and sends out a false alarm within 2 hours of being armed EVERYTIME. So not only did I fulfill any alleged unsigned contract for a useless system but I have been threatened for cancelling.Business Response
Date: 05/08/2024
*******************************
288 National Rd
Opelousas,LA 70570
May 8, 2024
Customer #*********
Case #********
***********************************,
This letter is in response to your complaint regarding your Brinks Home account.
We apologize for any inconvenience you may have experienced while attempting to address your account concerns. To resolve the matter amicably, Brinks Home has submitted your account for cancelation. It can take up to 30 days to finalize the cancelation during which time any further billing statements received may be disregarded. Please be advised there is no balance due on the account and you have 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
*******************Initial Complaint
Date:04/26/2024
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.
We signed up with Brinks for our home security in spring 2023. They installed some equipment and started service. We were unhappy with their lack of service after several malfunctions with their equipment that the company refused to fix. Their customer service line was indifferent and rude and left the issues unattended to. After that, we chose to cancel over the phone, following their instructions on how to do. These requests were also ignored and we've come to a dead end. They have not confirmed that we have cancelled our account, however we are no longer getting service from them. They are however, sending collection notices which is frustrating when we followed all the steps to cancel our account. They have even resorted to calling my daughter who lives in another state with threats of collecting.Business Response
Date: 05/02/2024
*********************
**************************************************************************************
May 2, 2024
Customer #*********
Case #********
Mr. *********************,
This letter is in response to your complaint regarding your Brinks Home account. Please be advised your Brinks Home account is inactive.Our records indicate a request of cancellation was submitted by the installer and the account was cancelled. 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
*************************Initial Complaint
Date:04/26/2024
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.
April 22, 2024, I talked to customer support. Asked them about status of the 3 months waive of fees when I signed up for an extension of our contract. When I tried to explain to her, she hung up. This was my 2nd time. The 1st time was few days prior. Looks like Brinks is not owning their obligation and honoring their words.Also, I agreed to the extension because their tech gave me a wrong instruction to pull out the battery in panel so it broke. I was forced to verbally agreed to the extension. Brinks has become very manipulative. I want them to honor their word.Business Response
Date: 05/08/2024
***********************
14227 Point ***************
****************
May 8, 2024
Customer #*********
Case #********
***************************,
This letter is in response to your complaint regarding your Brinks Home Account. Thank you for speaking with me regarding your Brinks Home account.
To summarize our discussion, during our call on April 10, 2024,you were informed that a one-month credit would be applied to your account as a gesture of goodwill, in addition to receiving an equipment upgrade at no cost.You requested that both benefits be tied to a contract extension. I have verified that the one-month credit has been successfully applied to your account. You opted to extend your service agreement to receive the upgraded equipment, rather than choosing a replacement without this requirement. The issue with your alarm account has been resolved, and as a gesture of goodwill,a one-month bill credit reflects to your account. We apologize for any inconvenience experienced during the resolution of your account issues.
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:04/25/2024
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.
My Mom, ***************************** called Brinks after her alarm system kept alarming. The operator with Brinks told her that they would not be sending anyone out to help with her system constantly alarming because they were scheduled out for 3-4 months. She called the original installer who is no longer with Brinks to have the system fixed. They sent a letter to her in January saying she had signed a 5 year contract for *****/ month but are actually billing her *****/ month with no explanation as to the increase. Brinks is now claiming that during her call for help, she signed another new 5 year contract. She DID NOT sign another contract and no one from Brinks came out to make any repairs to her system. My mom does not use a computer as she is in her 80s. There was no signing of or agreement to another five year contract. This fraudulent contract needs to be cancelled immediately with no further obligation. She has tried calling and talking to Brinks and gets no where. They are rude and are deceptive in their business practices.My name is ***********************, I am daughter of ***************************** and can be reached at **********. Email at *****************Business Response
Date: 05/02/2024
*****************************
************************************************************************
May 2, 2024
Customer #*********
Case #********
*********************************,
This letter is in response to your complaint regarding your Brinks Home account. Please be advised, your account is scheduled for cancellation effective May 1, 2024. 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.
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:04/25/2024
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 received a bill from Brinks on 03/22/24 for $50.88, which was higher than previous months. I called and they explained the price increase was something they just did. They advised me that in order to lower it I would need to enter into a contract. I agreed to that, in return I requested a carbon monoxide detector be mailed to me for free and to not charge the install fee since we would DIY and that a credit be applied since the bill was higher and services are paid in advance. Well today I received another bill for $50.88, the credit was never applied as verbally agreed to - which in turn tells me the contract hasn't been upheld since the billed amount is the same - it hasn't been adjusted from $50.88 to $29.99 the credit hasn't been applied. I called Brinks today and spoke with ****** and ********* and they said I have a past due bill from 2022. I never received a bill with a past due balance or a phone call with that information either. I got in touch with my bank and provided them proof that I paid every month in 2022 from April going forward since I only can go back 2 years. They told me I can't cancel service since I'm in a contract. I said no I'm not, the contract was never upheld financially on their end, the monthly billing wasn't adjusted and neither was the adjustment I was promised. All of which would make the contract valid, since none of it was done the verbal agreed amount is null and void.Business Response
Date: 05/03/2024
***** & *********************************
4668 S ****** Drive
Gilbert, AZ 85297
May 3, 2024
Customer #********
Case #********
Mr. and *********************
This letter is in response to your complaint regarding your Brinks Home Account.
Thank you for taking the time to speak with me regarding your Brinks Home account. To recap our conversation, Brinks Home has agreed to cancel your account upon the return of the equipment sent to you in March of 2024. A *** return label will be provided via email to facilitate the return process, and your account will be cancelled once the equipment is received.
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: 05/06/2024
I am rejecting this response because: A representative called me from Brinks, and they sent me itemized billing from 2021/2022 and wanted me to maneuver through it and try and find the discrepancy. After all these years of supposedly being up to date with my billing, they advise me that I wasn't. I think it's bad business that they send me a bill with the current bill amount and then when I try to cancel services, they tell me that I have a past due balance from about 2 years ago. That is bad billing/business on their end.Business Response
Date: 05/09/2024
***** & *********************************
4668 S ****** Drive
*****************
May 9, 2024
Customer #********
Case #********
Mr. and *********************
I am writing in response to your recent concerns regarding your Brinks Home Account.
As previously stated, your Brinks Home account is scheduled for termination on May 23, 2024, and currently shows an outstanding balance of $77.78. During our previous communication, we discussed the billing history of your account, which revealed two missed payment instances in August 2022 and August 2023. These missed payments resulted in an increase in your bill amount.
While you were able to address the missed payments in 2022, the same issue occurred in 2023 and unfortunately remains unresolved, leading to the current outstanding balance. It is important for customers to diligently review and address any billing matters promptly to avoid inconvenience.
We apologize for any challenges you may have faced while resolving these account issues.
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:04/25/2024
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 called Brinks to cancel service because I am moving out of state. The two customer service reps told me that I agreed and signed up for a 36 month extension to a previous contract I had with them 3 years ago. I distinctly remember talking to the customer service rep a year ago requesting a reduction in price. He stated we can do that because I was a long standing customer. So I received a $7.00 decrease in my monthly bill. I was never told that my original contract would be extended by 36 months nor was I provided a copy of the original contract containing an amendment.Now, today (25 APR 24), both reps told me I either pay a cancellation fee of over $2,400.00 to buy out my remaining contract or find someone to take it over. If I did not pay, my account would be sent to a collection agency.Business Response
Date: 05/02/2024
***********************
************************************************************************************************
May 2, 2024
Customer #*********
Case #********
Mr. ***********************,
Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is inactive. 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: 05/03/2024
Although I had to pay $187.00, its a far cry from the $2,400.00 Brinks was threatening me with. When speaking with the proper Brinks representative (handles all the on-line marketing for Brinks), he explained to me that I actually did not extend the original contract. The previous two Brinks representatives I spoke to were wrong. In fact, all I did was extend the amount of clips for viewing.
Suggestion: Brinks should change their business model and allow individuals the ability to cancel their contract whenever they want or significantly reduce their cancellation fees. You get more with sugar than you do with salt.
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/24/2024
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.
In March 2023 we agreed to switch our security system to Brinks after some misrepresentation by the installer. Weve had repeated issues which lead to greater than 50 phone calls over the past 13 monthsbetween the Brinks authorized installer and Brinks. Weve had something like 9 service calls and at least 6 no-shows, where the repair tech just didnt show up. We discovered that our basement doors hadnt even been wired into the system. Our bedroom panel stopped working, which was replaced three times. Our water sensor wasnt installed correctly and kept going off and waking us up. Currently our main panel isnt working. Ive asked Brinks repeatedly to either let us out of our contract and/or to offer us a partial refund on our payments over the last year. Ive been told that we have 48 months left on our contract and that we will not be released without paying thousands of dollars. We are absolutely disgusted with Brinkss lack of respect for its customers. Between time on the phone, waiting for techs that never showed up, and sitting here while techs work on trying to make the system work, weve spent likely over ******************************** the last 13 months. And, we dont currently have a functioning alarm. Weve been told repeatedly by techs that the last tech didnt do something right or set something up incorrectly. Lastly, when we initially switched to Brinks, I was strongly urged by the sales rep NOT to call ADT to cancel. Rather, he provided me directions on how to cancel via email, which I did right away. I didnt realize for 3 months that our service with ADT wasnt in fact canceled, so we were paying for double service. We no longer have any faith in Brinks product/service, and strongly desire to be released from our contract without penalty. We feel that the fair thing would be for some refund of our service payments, in light of the fact that we likely only had a fully functioning system for maybe 4-5 months total over the last 13.Business Response
Date: 05/01/2024
***********************
***************
****************************************************
May 1, 2024
Customer #*********
Case #********
**********************************
Thank you for discussing your Brinks Home account with me. As a quick summary of our conversation, Brinks Home has agreed to send a service technician to repair your Alarm Panel at no charge. In addition, we have granted credit for the past two months as a gesture of goodwill. Your service appointment is confirmed for May 7, 2024. We apologize for any inconvenience you may have experienced while addressing your account issues.
I am available Monday through Friday from 8:00 a.m. to 4:30 p.m.,Central Standard Time, if you have any other account concerns.
Sincerely,
*************************
Executive Response Team
*******************
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