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

  
• 

  Brinks Home Security

  6201 Pan American Fwy NE Ste B Albuquerque, NM 87109

• 

  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:03/02/2024

  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 received a bill from brinks home security from my former address. (July 2023)-I told them i havent lived at the address in over a year and would like to cancel service. They couldnt verify my account as I could not remember the security code for the account. -agent then told me they would call the phone number on file to verify the account. I never received a call.-months later I receive another bill from Brinks -again, I call to cancel and since I dont have the code, they tell me again they have to verify by phone. Never received a call.-in November, I begin to receive calls from brinks to settle the outstanding balance, but I have to explain that I tried to cancel and they could not verify my account. Again, they tell me they have to verify my account by phone, I never received a call.-I now continue to receive monthly bills from brinks for service to an address that I havent lived at for 2 years. - If needed i can pull phone records to show that I have not received a phone call after I called brinks customer service line.

  

  Business Response

  Date: 03/07/2024

  ***********************
  **********************************
  ********, ** 60302
  March 7, 2024
  Customer #*********
  Case #********
  
  
  Mr. ***********************,  
  
  This letter is in response to your complaint regarding your Brinks Home Account. In your complaint you requested the cancellation of your account and an adjustment of the bill balance.
  
  Please be advised, your Brinks Home account is scheduled for cancellation effective April 3, 2024. Our records failed to disclose receipt of any written form of cancellation. In addition, records also disclosed returned payments from your financial institution before your call into Brinks Home December 14, 2023. Prior to December 2023, we had not received any communication from you since 2019. As a courtesy we have cleared the bill balance past December of 2023. Please be advised the account reflects a balance of $201.96 and may be subject to collections activity if unpaid.
  
  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:03/02/2024

  Type:Product 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.

  March 4, 2024 ************** Corporation, ***************************************************************************** To begin, in year 2010 my wife and I moved into are house we had ADT Security come into our house to install a security system, (it included in my Back Garage a key pad, motion & heat detector, in my House a keypad, side garage door sensor, front door sensor, back patio door sensor, living room motion sensor, CO2 in my hallway senor, kitchen heat detector, basement smoke detector, basement CO2 detector) in November 20, 2022 two of Brink Representatives came to my front door saying that they saw signs up that I had ADT for my security system & told me ADT was not as good as their company, that their ***************** better.They told me that Brinks system was better then ADT, they would give me 2 new cameras, (2) wireless key pads one for my back garage & one for the house, Battery-operated Motion for my back garage. They would make sure that my living room motion detector, kitchen heat detector, hallway CO2 detector, my front door detector, patio door, side garage door detector, and heat detector in my back garage were hooked up to their system & that I would not only be able to ************** their system from their key pads, I also do the same on my Cell iPhone.Around October 2023 I was having problems with Wireless Key Pad in back garage, it would come up on my iPhone saying It was Offline weather it was armed or not. I would call Brinks, they would Reset from their company, So they did that, about a week it did it again, I called Brinks, they sent repair person out to fix the problem, so he replace the old one in my back garage, (in my checking acct. was a charge of $197.06 on 10/17/23 & also 2/24/23 for amount of $54.00) for this service.So, time went & the problem came back again, now to this date, (Feb. 2024) I said to myself it is time for me to leave ********************************************** *********** out of contract.Called BBB, (Better Business Bureau) about Brinks & that Brinks is as scoring goes, (5 Stars is the Best, and 1 Star is the worst) Brinks comes is the worst company to deal with & that your company, **************** is Not BBB Accredited. So, as you can see that I am mad with the equipment from Sunnova. Lets not forget that in todays world that Word of Mouth is the Biggest Advisement Around I will make sure that I tell my friends NOT to use Brinks for a Security System. When I did have ADT i have no problems. I have had many problems with Sunnova equipment.My ******** will be sending check in the amount of $1,162.50 which is for what *******'s calls Loan Payoff Amount. Let me not forget I have also called my bank & told them that ******* is not allowed to pull out of my account.I called ********************** about the equipment that they installed in my ********* am dealing with that company.

  Customer Answer

  Date: 03/04/2024

  To begin, in year 2010 my wife & I moved into are house we had, ADT Security Company come into our house & install a security system, (it included in my Back Garage a key pad, motion & heat detector, in my House a keypad, side garage door sensor, front door sensor, back patio door sensor, living room motion sensor, CO2 senor in my hallway, kitchen heat detector, basement smoke detector, basement CO2 detector) in November 20, 2022 two of Brink Representatives came to my front door saying that they saw signs up that I had ADT for my security system & told me that ADT was not as good as their company, that their company & systems an lot better. That they could come into my house with a better system then what I had from ADT, they would give me 2 new cameras for me to monitor the outside of ************) wireless key pads one for my back garage & one for the house, a Battery-operated Motion Detector for my back garage. And that they would make sure that my living room motion detector, kitchen heat detector, hallway CO2 detector, my front door detector, patio door and side garage door detectors, heat detector in my back garage were hooked up to their system & that I would not only be able to Alarm & Disarm their system from their key pads but also could do the same on my Cell iPhone. So, I thought, (BUT was WRONG) and now I end up with BAD PROBLEMS. In October *********************************************************** my back garage, it would come up on my iPhone saying that It was Offline weather it was armed or not, so I called Brinks Company, they did a Reset from your company, so they did that & about a week later it did it again, I called Brinks Company and they sent a repair person out to fix the problem, so he toke that old wireless panel out & put a new one in my back garage, by the way in my checking account there was a charge of $197.06 on October 17, 2023 & also around February 24, 2023 for the amount of $54.00 for this service. So, time went on & then the problem came back again, and now to this date, February 2024 I have said to my self it is time for me to leave your Brinks Company & Break/Get out of my contract. So, I am mad with the equipment & that Brinks were supposed to provide me. Out of 12 items that the company was to be watching over, that 5 items were not being monitored by Brinks Company, These items are what I call SAFTEY ITEMS, and if Brinks wants to disagree with me, then that just tells me that you Brinks does not know how to take care of your customers the way they should, and even in the Reviews with BBB that a lot of people are unhappy with your Brinks Company. And lets not forget that in todays world that Word of Mouth is the Biggest Advisement Around I will make sure that I tell my friends NOT to use your Brinks for a security system but to find a better outfit, may like ADT. When I did have ADT, I never had as many problems that I have had with Brinks Company, maybe because everything was hard wired in my house, compared to Brinks equipment that was installed in my house. My wife & I have sent a check in the amount of $1,547.64 to Brinks which is for what you Brinks call a Brinks Home Buyout Amount. I have also called my bank & told them that Brinks Company is not allowed to pull out of my account any moneys & I also went on the app & changed it from AutoPay Settings to sending a bill to me, (it says that Payment Due is $75.56) I have also called ************************** in reference to their equipment that Brinks Company installed in my house & I am dealing with ************************** myself.

  

  Business Response

  Date: 03/08/2024

  *****************************
  ****************************
  *********,** *****
  March 8, 2024
  Customer #*********
  Case #********
  
  
  *********************************,
  
  Thank you for taking the time to speak with me regarding your Brinks Home Account.  
  
  Our records indicate that you are currently within the initial term of a 60-month Alarm Monitoring Agreement (AMA) that started on November 22, 2022, and is scheduled to end on November 21, 2027. You mentioned that you have submitted a payment for the early termination of your account. The account will be scheduled for cancellation 30 days from the date the buyout payment has been received and processed.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to me. I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  Sincerely,
  
  
  *************************
  Executive Response Team
  ******************* 
  
  

  Customer Answer

  Date: 03/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/01/2024

  Type:Product 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've used Brinks Home for years, to provide monitoring services for my Nest Secure alarm system. In 2023 they communicated via email that they would no longer be able to support monitoring for my system, and repeatedly mentioned in emails "You don't have to do anything."I've now been charged the standard monthly monitoring fee of $32.40 for both January and February 2024, despite no monitoring provided. When called to flag this issue to Brinks, they committed to process an immediate cancellation, but absolutely will not be issuing any refunds as I never cancelled the monitoring service. Again, their multiple emails to me made no mention that I had to take action. On the contrary, they repeatedly stated "You don't have to do anything." When I spoke with a Manager at Brinks, they confirmed same that the first level call support had messaged, and they will not refund me, and that it's on me to cancel the account, not them, and they'd charge me until I said stop. I am only disputing the two charges in 2024, after their monitoring stopped, as I've received no good or services to warrant these charges.

  

  Business Response

  Date: 03/06/2024

  *******************
  *************************************************************
  March 6, 2024
  Customer #*********
  Case #********
  
  
  Mr. *******************,
  
  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 resolve your concerns. To resolve the matter amicably, Brinks Home has submitted your account for cancelation and a refund request was submitted to refund $64.80 back to the bank on record. Please allow 7 to 14 business days for processing. In addition, 30 days to finalize the account 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
  ******************* 
  

  Customer Answer

  Date: 03/07/2024

  I have received a voicemail that they will process the requested refund within the coming days.  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My security system hasnt worked for months. Ive contacted Brinks multiple times.Brinks claims my system is outdated and needs to be replaced. Brinks claims they dont have a technician that services my area. Brinks whats to send me an entire new system and me install it myself assuming I have the mental and physical capacity to do the job. Ive requested my contract be terminated due to obsolete, inoperable equipment with no resolution in sight. I was denied. Brinks expectation is a payment of $50 monthly to continue a service that is non existent or they well send me to collections. Ive been a customer for 16 years.

  

  Business Response

  Date: 03/07/2024

  *******************
  ************************************
  ********, ** 42367
  March 7, 2024
  Re: ********************* / Customer #********
  Case #********
  
  ***********************,
  
  Thank you for speaking with me regarding your Brinks Home account.To confirm, your account has been scheduled for cancellation effective March 13,2024. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience suffered while attempting to resolve your account concerns.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  Sincerely,
  
  *************************
  Executive Response Team
  *************************

• Initial Complaint

  Date:02/29/2024

  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.

  On May 13, 2022 I entered into a contract for alarm monitoring services with Skyline Security Management for a total of 36 months. I enrolled in monthly autopay with the company which was being disbursed with no problem since then. However since October 2023 the company run into a problem with my Bank when they tried to draft the monthly amount. Without my knowledge the bank took the payment. When I called the bank I was told that perhaps it was a mistake and they refunded the company however they in turn wanted to charge me all kind of late fees. I called both the bank and Brinks which was the new name of the alarm monitoring company at the time of the call. The bank told us that it was a glitch on Brinks system and that was the reason the payment was return. The following months November thru January even February it has been the same problem. Even though the payments are going to Brinks it seems that they are not receiving the payment on time. I have been trying to work with Brinks which is by now known as Monotronics or something similar. There is no support supervisor to talk to. No one to discuss any remedy and to try to see why is this happening. They just want to charge late fees. Because I am not hearing from anyone who might be able to investigate why the autopay is not being received on time, I have asked the company to cancel the contract and the alarm monitoring service to which they have refused.

  

  Business Response

  Date: 03/08/2024

  
  ***********************
  ****************************************************************
  March 8, 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; currently 14 months remain in term. In your complaint you requested the cancellation of your account citing issues with payment processing. In researching this matter our records confirmed your financial institution reversed a payment processed on December 6, 2023, which resulted in the account being accessed a return check fee. As a courtesy the return check fee has been waived.
  
  To resolve this matter amicably, Brinks Home offers a negotiated buyout of the remaining terms of your alarm agreement. Please feel free to contact me directly as I will serve as a point of contact until this matter is resolved, 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: 03/08/2024

  I cannot get in touch with the business as I am out of country and not scheduled to be back until the last week of March. I will send them an email if I am provided an email address.

   

  Thank you

  **********************;

• Initial Complaint

  Date:02/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched from Vivint to Brinks in July 2022 when a door salesman offered to upgrade my system and lower my payments. Having Brinks has been a nightmare: The customer service, response time, lack of follow through, and quality of equipment are all unsatisfactory.I need an alarm system for safety, security, and because I have a son with autism. My system has never worked correctly. I had problems with the panel and doorbell camera from day 1. The original techs never came back to transfer Vivints glass break and bedroom window sensors over to Brinks for monitoring. The doorbell camera doesnt capture clips of things it should.Because of all the issues I have never been able to arm the system. The carbon monoxide detector stopped working in July 2023. Today the smoke detector stopped working. I changed the batteries and the problem persisted so I contacted Brinks and was on the phone with ****** for an hour while she tried to troubleshoot the issues, to no avail. ****** initially said that the smoke detector was online and working (the batteries were not even in the device at that time) and that whatever device I was looking at was not the one they monitor.She tried to troubleshoot the issues with the carbon monoxide detector with no success and later in the call had me look at the smoke detector again. I followed her instructions and waited while she tried to problem solve but in the end I still have 2 non working devices. I was told I could have a technician come out for $50. I informed her that when I switched to Brinks I was told there was no fee for a tech to come out and she said that was false. I told her I dont have any more money to pay out for a non working system. I was told I could purchase a warranty that would help with the cost of replacement batteries. She told me my contract goes until July 2025. I cannot pay any more money or waste anymore time with a faulty, non working system. I need a reliable, working system for my family.

  

  Business Response

  Date: 03/07/2024

  ***********************
  *********************
  ************, ** 64015
  March 7, 2024
  Customer #*********
  Case #********
  
  
  ***************************,
  
  Thank you for speaking with me regarding your Brinks Home account.To recap our conversation, a service technician visit is currently scheduled for March 21, 2024. The appointment window is after 8:00 a.m. C.S.T. Thank you again for your business and the opportunity to serve as your alarm monitoring company. We apologize for any inconvenience suffered while attempting to resolve your account concerns.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  Sincerely,
  
  
  *************************
  Executive Response Team
  ******************* 
  

• Initial Complaint

  Date:02/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Salesman came to our block offering service for brinks alarm and decided to move forward with the service back in 2022, come January 2023 I was offered an extension of 6months that would decrease payment to $30 instead of $50 so I agreed. Been going through some financial hardship since I am 85and on a fixed income and I was looking to pay off the balance and cancel service since I have not been even using it for the last three months due to malfunction and was informed I couldn't, that I supposedly agreed to a contract till 2028! I was shocked! I tried paying off the balance of $300 and still would not be able to cancel the contract. I feel like this is elder abuse and financial exploitation. I would have not ever agreed to a contract till 2028 given my ag age and need assistance since I have already tried with brinks. my account number with ********************** is *********

  

  Business Response

  Date: 03/07/2024

  *************************
  6730 ***********
  ***********, ** 78227
  March 7, 2024
  Customer #*********
  Case #********
  
  *****************************,
  
  This letter is in response to your complaint regarding your Brinks Home account.
  
  Our research indicates you are currently in the initial term of a 60-month Alarm Monitoring Agreement. The agreement began on July 7, 2022, and ends July 6, 2027; currently 40 months remaining in term. In your complaint you requested the cancellation of your account citing financial hardship and questioned the terms of your alarm monitoring agreement. Our research failed to disclose any discrepancy regarding your alarm agreement.
  
  To resolve this matter, Brinks Home offers a discounted negotiated buyout for the remaining term of your alarm agreement. In addition, a buyout letter will be mailed to the address of record. The account will remain active until the settlement payment is received, at which point the account will be scheduled for cancellation. Please be advised, your account currently reflects a past due balance and could be subject to collections activity.
  
  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:02/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold our home and cancelled home security services and we have been billed by brinks home security for 13 months unauthorized

  

  Business Response

  Date: 03/08/2024

  *******************
  ***************************
  *****,** *****
  March 8, 2024
  RE: ************************* /Customer #*********
  Case #********
  
  
  *****************************,
  
  This letter is in response to the complaint regarding your Brinks Home account.
  
  On October 11, 2023, *********************** contacted our office to request the cancellation of service. During the call, while our agent was trying to access your account and discuss your available options, the call was unexpectedly disconnected. We apologize for any inconvenience this may have caused. Unfortunately, as our agents work in a call center environment, the original agent was unable to call back due to incoming calls.
  
  A follow-up call was made on February 7, 2024, from Ms. ******** and *********************. where a request for a credit for the past year was made. The agent noted that the account had not been cancelled yet but helped in cancelling it, which was disrupted by another premature disconnection. Our research of your account and records failed to disclose receipt of any written request for the cancellation as stipulated in Section 3 of your alarm agreement.
  
  Brinks Home regrets to inform you that we are unable to provide a refund. However, we have scheduled the cancellation of your account effective March 28, 2024, with no additional billing. This letter serves as formal confirmation that you are released from any further contractual or financial obligations to Brinks Home.
  
  Sincerely,
  
  
  *************************
  Executive Response Team
  ******************* 
  

  Customer Answer

  Date: 03/09/2024

  I am rejecting this response because:   We sold our home on March 22nd 2023. We moved into a rental house and called brinks April 14th 2023 and requested that the account be turned off. We noticed they kept billing us the following month and my husband called back in May 2023 and they put him on hold then he asked that the account be cancelled because we had moved. I called two months later towards the end of July and they said apologized for not canceling the service and mentioned that they have to have a signature for cancellation. By this time I was very upset and told them since they were not providing any services to that residence this is a fraudulent charge. My bank agreed that these charges were unauthorized since no service was being provided and we told them to cancel services. We most recently received a paper so they would stop billing us. I went ahead and signed it and they are still billing us to this day. This is completely ridiculous at this point. I just want my clacking credited back for the 12 months we didnt receive any Brinks services. 

  

  Business Response

  Date: 03/14/2024

  *******************
  ***************************
  *****,** *****
  March 14, 2024
  RE: ************************* /Customer #*********
  Case #********
  
  
  *****************************,
  
  This letter addresses the rebuttal complaint regarding your Brinks Home account.
  
  As stated during our call on March 8, 2024, *********************** requested service cancellation on October 11, 2023, but the call was disconnected before completion of the cancellation request. There was no follow up call from Ms. ******** or ********************* until February 7, 2024. During the call you requested refund, but while the agent was looking into your request the call ended prematurely. Your account remained active because the steps required to cancel it were not completed. To cancel your account, ********************** required that you either submit your request in writing or electronically sign the cancellation document that would be sent via email. As neither of these actions were taken, your account has remained active. Brinks Home respectfully denies your refund request.
  
  Despite no formal written cancellation request, your account has been scheduled to be cancelled as of March 28, 2024, with no further billing.
  
  Sincerely,
  
  
  *************************
  Executive Response Team
  ******************* 

• Initial Complaint

  Date:02/27/2024

  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.

  We were Transferred to BrinksHome Security when they purchased Moni Security. After terrible service and monitoring issues for months, on 1/24/2022, I contacted them to cancel the services. They provided a docusign that was completed and returned. Brinks Acknowledged and returned the completed cancellation on 1/25/2022. During the phone call with Brinks, they verified there was NO further Charges on account #*********, contract #******* due and it was also stated on cancellation that they acknowledged and returned to me. ON 1/24/2024, 2 years later! I received a letter stating that Brinks had sent me to collections for services in April 2022, not valid. I attempted to contact them multiple times by phone and received the run around and was given numbers for "collections" that don't work, such as ************ (app error and disconnect) ************, (rep can't help, they don't have access). They even provided the website: perfectioncollections.com, that doesn't work! No one will give me information on this "service" for a services provided, 3 months AFTER we cancelled. They won't provide proof of these services because they don't exist. In the collections letter, they charged us more that our payment was. They never sent any final bill stating we owed them anything. Even though their rep said that we were paid in full through cancellation and they accepted the docusign.

  

  Business Response

  Date: 03/06/2024

  ***********************
  9266 Noth 92nd Drive
  ******, ** 85345
  March 6, 2024
  Customer #*********
  Case #********
  
  ***************************,
  
  This letter is in response to your complaint regarding your Brinks Home account.
  
  Our records indicate your account is inactive. A request has been submitted to pull the account from collection and update your credit profile. In addition, a release letter will be sent to the address on record. Allow 30 ************************************ your credit profile. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience suffered while attempting to resolve your account concerns.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
  
  
  Sincerely,
  
  *************************
  Executive Response Team
  *************************

  Customer Answer

  Date: 03/07/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 03/29/2024

  After Brinks stated they would resolve this issue, ******************* who they sold the "collection" to, is still pursuing me and has reported on to my credit. 

  

  Business Response

  Date: 04/05/2024

  ***********************
  9266 Noth 92nd Drive
  ******, ** 85345
  April 5, 2024
  Customer #*********
  Case #********
  
  ***************************,
  
  This letter is in response to your complaint regarding your Brinks Home account.
  
  Our records indicate your account is inactive. As stated in my initial response a request was submitted to pull the account from collection and update your credit profile. Per the agency assigned, the account was closed,and the information updated on March 21, 2024. In addition, a release letter will be sent to the address on record. Please allow 30 ************************************ your credit profile.
  
  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:02/27/2024

  Type:Customer Service 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.

  My contract was to end on February 22,2024. On January 23, 2024, where I spoke with the representative *******. I informed ******* that after my contract was up, I wanted to end my partnership with the Brinks company. ******* stated that she made note on my account that I wanted to end my services altogether after my contract was ended. She stated that after my contract was up the monitoring services would end and the cameras would stop working and that there was nothing else for me to do. She never sent me any documentation to fill out or anything for that matter. Fast forward to February 27, 2024. I noticed I was still being sent notifications from the Brinks system, which seemed odd to me being that ******* and I had this conversation on Jan 23 about my cancellation notice. I reached back out to the 800 number and was connected to *******, whom I informed of my conversation with ******* on Jan 23. ******* sent me a DocuSign for Action Required to ************** , of which I completed while she and I was on the phone. ******* informed me that my final bill amount was $117.91 but that was before the $60.95 had posted to the account for the month of February. She stated the remaining $56.96 was the prorated amount to fully cancel the account. As a customer I took the necessary measures to end my services actively and correctly at the end of my contract, its the fault of your Account Manager or Representative *******. Had she correctly handled my cancellation request, all documentation would have already been in place. Perhaps ******* needs more training on how to handle a cancellation request because she definitely dropped the ball on my request, and I do not fill I should be penalized for her mess up.

  

  Business Response

  Date: 03/06/2024

  *************************
  3640 **********
  *********,** *****
  March 6, 2024
  Customer #*********
  Case #********
  
  
  Ms. *************************,
  
  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
  *******************