Complaints

• Initial Complaint

  03/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company left a msg that they were calling to upgrade my *** service and do a discount.I thought they were *** so I called and the salesman had a man at my house in less than 45 min and he hooked up a new panel and then I find out its ****** but its actually Skyline.They use the name ******.I only saved less then $4.00 a month and he told me they would pay me for the payment I had just made to ADT and any final bills,He also told me I didn't have to cancel out my service that he would take care of it all.Well he didn't I ended up paying for another month to *** which was another $60.15 the final bill was $8.05 So they owe me $128.35 This has been going on since November, I've sent them everything they requested in 5 or 6 emails and now their asking for the same things I've already sent.Im just done with this company every person I have talked to has lied to me and I really don't feel comfortable with them being my security company. The salesman name is *************.I am really about to cancel them out and go back to *** I just don't want them to mess up my credit.Please help me resolve this.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/04/29) */ Skyline Security ("Skyline") appreciates the opportunity to address ********** concern. Skyline has attempted to contact *** **** to resolve her concern, however, she has been unresponsive. Should**** **** wish to discuss this matter further, she *** contact the direct number provided on her voicemail or***************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, I never called this company to come to my aid. I am 75, living on my own with a small pension. On September 8, 2021 a technician knocked on my door offering me a free security system, stating that the ring doorbell I had mounted on my back door was inferior and insecure. He wanted me to let him in but I told him I was not dressed. He intimidated me with an intrusive and demanding demeanor telling me to "go put something on!". I was shaken, and should not have allowed him entry into my home. He was able to convince me to accept the lowest monthly charge. He made me sign on his tablet a contract with no contents for me to view. My credit was poor and had to pay a $100 installation fee. Before signing and after he saw my reluctance he offered to pay for the installation. I was leery and made him promise. He promised to pay me in a week. He never did and denied everything through our text messages. On January 1, 2022, I moved out but could not convince the new tenant to take over payments for this security system. For almost 3 months now the signals are not properly working, sending signals to my old original address, instead. Two techs have come by to resolve the problem to no avail. So now, I am again stuck with their contraption. On March 21, 2022, I called Brinks, thinking they are affiliated with them to complain and demanded to have my contract canceled and terminated. They said yes, it certainly could be done with no termination fees. But at the end admitted they had no jurisdiction, and connected me to skyline security management. Of course, they would not give me the time of day. I want a refund of the three months of non-service and cancellation of contract minus termination fees. I feel that they have totally taken advantage of my gender and age.

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/04/22) */ Skyline Security ("Skyline") appreciates the opportunity to address *********'s concern. Skyline has been in direct communication with ********* before and since receiving this complaint. ********* has requested another system relocation and it has been scheduled for April 27, 2022. Should ********* have any further questions or concerns, she may contact Skyline directly at **************

• Initial Complaint

  03/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1st March, 2022, BRINKS agent informed me that ADT, a subsidiary, was no longer providing service for their company therefore Brinks equipment needed to be installed as soon as possible. Since there was a technician working in my area the change was made that day. On Tuesday, 16th March, 2022, an ADT agent called. Apparently, I'd been given false information by BRINKS agent. I now owe ADT $*****. I cannot afford that payment. I've called BRINKS several times; however, the phone is always busy. What would you advise me to do? I'm embarrassed that I allowed this to happen.

  Business response

  06/03/2022

  Consumer Response /* (-5, 26, 2022/04/12) */ ***Document Attached*** In response to Skyline's message on 4/4/2022 the agent who came to my home carried two I.D.s issued by Brinks if I remember correctly. He made a point of my understanding of Brinks as a financial security company as well as a home/business security company. He made no allusion to Skyline being the company which employed him. The file attached is composed of images from the brochure 'Brinks Home Authorized Dealer'and stickers to be placed around the building. Also, the marker placed outside the building reads Brinks. Business Response /* (1000, 30, 2022/04/25) */ Skyline Security ("Skyline") appreciates the opportunity to address Ms. *****'s concern. Skyline has been in direct communication with Ms. ***** in an effort to provide a resolution. In the meantime, Ms. ***** will be obtaining documentation from ADT and will contact Skyline as soon as she receives it. Should Ms. ***** have any further questions, she *** contact Skyline directly at (XXX)XXX-XXXX. Consumer Response /* (3000, 32, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Skyline's employees have not attempted to provide a resolution to my complaint; their language and attitudes, and demeanor have been intended to enforce my compliance to stay with Skyline/Brinks. Skyline has not only engaged in unethical practices, but has also invalidated the contract by providing it to me almost two months late. This, I understand, broke Contract Law. Business Response /* (4000, 35, 2022/05/16) */ Please view the attached contract. Page 11 indicates that *********'s copy was sent to her on 3/3/2022 at 12:56pm. Additionally, contrary to the statements in her response, Skyline has offered several solutions, however, ********* has been unwilling to work with us. Unless ********* has is willing to consider the options provided, Skyline considers this matter closed. Should ********* have any further questions, she may contact Skyline directly. Business Response /* (-10, 36, 2022/05/16) */ ***Document Attached*** Consumer Response /* (4200, 39, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) 03/01/2022 was the day the Brinks salesman came to my home; the technician installed the security equipment in the evening of the same day. 2) 03/03/2022 - 03/05/2022 I attended a three-day conference. I would not have been available for either salesman or technician. 3) I did not receive a copy of the contract until 04/27/2022 when sent by *******. 4) The only solution Skyline has offered me is to give me the money owed to ADT, which they would expect me to pay ADT, then have me continue as a Brinks' client. In Skyline's terminology, they would be "buying out" ADT. To me, this is an unethical business practice. 5) Skyline has no other options on record for me. 6) I do not consider the matter closed.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  See attached...

  Business response

  03/29/2022

  Skyline Security ("Skyline") appreciates the opportunity to address ********************** concerns.
  
  ****************** purchased an alarm system from Skyline on September 9, 2021. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied up front. Among other things, these efforts include:
  
  1) A recorded pre-install survey wherein the customer, ******************, was given an opportunity to: a) indicate if he had any concerns. During this call, ****************** confirmed his personal e-mail address, monthly rate of $64.99 for a sixty-month term (also indicated under Section 4 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, ****************** answered such that there were no further concerns.
  
  2) Additionally, ****************** verified his billing date as every 25th of the month and understood the first month's payment would be collected twenty-four hours after the installation. Further, ****************** confirmed he understood he signed an electronic Agreement and a copy was emailed to him for his records that same day.
  
  3) A recorded post-install survey which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by ****************** and again, demonstrated full understanding of the Agreement terms. Additionally, he affirmed he was satisfied with the monthly monitoring rate and the installation of his system.
  
  4) Further, ****************** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with his purchase of the system. However, ****************** did not avail himself of this right.
  
  After further review, Skyline's records indicate that ****************** mailed in his cancellation notice 2 days after his three day cancellation period. The letter was post dated on September 16, 2021, however, on the date of cancellation section ****************** wrote September 14, ******************************************************************************************************************* fact, September 14, 2021. Skyline considers the cancellation letter invalid (see attachments). Once Skyline received the letter, we offered ****************** several options, including a reduced monthly rate, however, he declined each proposed solution.
  
  Skyline has attempted to resolve ********************** issues on several occasions but to no avail. Should ****************** wish to terminate his agreement with Skyline before the end of the term, he will be held responsible for an Early Termination Fee. If ****************** has any further questions, he may contact Skyline directly at **************.
  See Attachment/File: ****** 3 DAY ROR

  Customer response

  04/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all they tried to reduce the amount to $50 before after I told them that their representatives promoted a 50 dollar system. If they keep such good records they should had that in writing as well I have phone calls and emails of them trying to reduce the cost since they increased the priced their reps promoted to me in person. I didn't want to take their deal because they had lied to my face about all the benefits their system was suppose bring me. they promised reduced cost on my insurance total that would pay for itself through the savings, and they lied about cancelation times. its clear to tell they ARE in the wrong with all the complaints they have about fraud, and all the promises and benefits they lie about. this practices shouldn't be allowed and they need to be held accountable from continuing these malpractices and holding these fraudulent contracts. if i was told I had 3 days I would had canceled way before. but I was told I had more. I don't trust this company to be my security company if their goal is to just take money form the people. what kind of security can they provide which such practices? their systems never works it always says monitoring not detected. they also sell faulty systems and all it does is ring all day about the system not detecting anything. if the BBB doesn't do anything then I know they are on the side of greed and will let anything have business. I bet they don't even pay taxes. i also talked to one lady that said they cent me a box to ship all my equipment where is the record for that? have them show you all the records. and they want to charge 5 k or so for cancelation how much criminal can you get? they definitely did not go over that part of the deal. a company that has that kind of cancel fees are illegal and ****** for a reason. please probe their practices more because if they were to had told me about the cancelation process and fees no way i would had signed with them. No honest, reputable company would practice these types of contracts. for future references to these scammers i do not want to renew a contract with them. i dont work with crooks or criminals that steal money form americans through illegitimate practices.

  Business response

  04/11/2022

  As mentioned previously, Skyline found no basis for ********************** claims of "deceptive sales".
  
  Should ****************** wish to discuss the matter further, he may contact Skyline directly at *************. Otherwise, he may review Section 8 of the agreement he signed regarding the cancelation fees and process.

  Customer response

  07/05/2022

  this has not been resolved they keep harassing me about paying them money which i don't have because i don't work yet. i tild them i lost my job when they were trying to sell me this system. i donty have ajob yet so i cant pay. i don't want their services either since they keep lying. stop them from harassing me and sending me threats, why do they want to take away money i don't have are they that desperate? they have to con people out of their money?

  Business response

  07/15/2022

  Unfortunately, ********************** account has been sent to collections due to lack of payment. Skyline is unable to control the number of calls he will receive. Should ****************** have any further questions, he may contact ******************************* at **************.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 29, 2021, **** ********* unknowingly entered into a 5 year contract with Brinks Home Security for a home alarm system for the rate of approximately $58 per month. He is 81 years old and in declining health. Due to health concerns, he has relocated out of state. **** called Brinks Home to cancel the alarm system on Tuesday, 3/8/2022 he was informed he would have to payout the remainder of the 5 year contract, 55 months remaining, at the negotiated rate of $****.00 When the salesperson visited the home, he used an iPad and docusign for the contract signatures. **** is in failing health and has poor eyesight. Per Brinks' contract protocol, a customer has 3 days to review the contract after signing if they should choose to cancel. This week it was brought to Brinks' attention that **** never received a hard copy of the written contract nor an emailed version of the 15 page contract for the review period. On 10/29/21 he did receive an email with a Disclaimer and Acknowledgement statement and a Summary document. **** has asked to file a formal complaint with the company but has yet to hear back from their "Resolutions Team" per the customer service desk. This issue is being tracked by Brinks Case # *******.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/05) */ Skyline Security ("Skyline") appreciates the opportunity to address **. *********'s concern. **. ********* purchased an alarm system from Skyline on 10/29/2021. First, Skyline found no basis for claims indicating a breach of contract. Additionally, Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied up front. Among other things, these efforts include: 1) A recorded pre-install survey wherein the customer, **. ********* was given an opportunity to: a) indicate if he had any concerns. During this call, **. ********* confirmed his personal e-mail address (the same as the one listed on this complaint), monthly rate of $50.99 for a sixty-month term (also indicated under Section 4 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, **. ********* answered such that there were no concerns. 2) Additionally, **. ********* verified his billing date as every 15th of the month and understood the first month's payment would be collected twenty-four hours after the installation. Further, **. ********* confirmed he understood he signed an electronic Agreement and a copy was emailed to him for his records. Finally, **. ********* acknowledged he understood that Skyline did not take over and was not affiliated with ADT or any other company. Skyline advised **. ********* that he would be responsible for cancelling with his previous company and he agreed. 3) A recorded post-install survey which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by **. ********* and again, demonstrated full understanding of the Agreement terms. Additionally, he affirmed he was satisfied with the monthly monitoring rate and the installation of his system. 4) Further, **. ********* was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with his purchase of the system. However, **. ********* did not avail himself of this right. After further review, Skyline's records indicate that **. *********'s first request to cancel was several months after the initial installation, on March 8, 2022. During that call, Skyline advised **. ********* that we would be willing to transfer the system to someone of his choosing or reducing the monthly monitoring rate. However, **. ********* refused this offer and stated that he simply wanted to cancel, causing Skyline to remind him of his duties under the Agreement. As previously discussed with **. *********, if he wishes to terminate his agreement with Skyline before the end of the term, he will be held responsible for an Early Termination Fee. Should **. ********* have any further questions, he may contact Skyline directly at ***************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was lied to about both the quality of the equipment I received and how the contract would be finalized. When I called to cancel my account for lack of finalization and misrepresentation of the equipment I received, I was met with horrible customer service at the supervisor level from a man named Nathan, to the point of being hung up on (twice). I called back and spoke with **********, an account manager who told me she would resolve this issue, to which she transferred me back to Nathan who ended our call with telling me I was, "having a bad day and I'm disconnecting this call". Which he did. I attempted to call Brinks back to speak with ********** and find out why she didn't resolve my issue but was met with being on hold for over 30 minutes before I hung up as I'd already spent over 4 1/2 hours (mostly on hold) trying to resolve this amicably. I was threated with collections by ************** (in a subsequent phone call) and told no matter what I did, I was going to end up paying them.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/05) */ Skyline Security ("Skyline") appreciates the opportunity to address **. ********'s concerns. **. ******** signed an Agreement with Skyline on January 21, 2022, and as such, he was afforded his statutory three-day right of rescission. During this period, **. ******** would have had the right to cancel without penalty if there were any issues with his purchase of the system. However, **. ******** did not avail himself of this right. On March 10, 2022, several weeks after the installation of his system, Skyline received **. ********'s first complaint regarding his equipment. At that time, Skyline advised **. ******** that we were willing to send a technician to service the alarm system at no additional cost, however, **. ******** refused. Additionally, he requested a final invoice and disconnected the call. In subsequent conversations, Skyline also advised that **. ******** would remain liable for the Agreement. In conjunction with the above, Skyline ensured through its various quality assurance measures that **. ******** fully understood the terms and his duties under the Agreement. **. ******** participated in two separate recorded surveys, before and after the installation, where he was given the opportunity to indicate if he had any concerns and confirm his understanding of the Agreement terms. No issues of any kind were presented by **. ******** at the time. Should **. ******** elect to fulfill his duties to the agreement, Skyline is prepared to schedule a service call at no additional cost. Should **. ******** wish to terminate his agreement with Skyline before the end of the term, he will be held responsible for an Early Termination Fee. If **. ******** has any further questions, he may contact Skyline directly at (************** Consumer Response /* (3000, 7, 2022/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) A supervisor at Skyline named "******" told me, "You are having a bad day" and hung up on me. Twice. I did not disconnect the call and I certainly never requested an invoice. When I was being given the terms of service from ************* their sales manager at my residents in February, before he placed the call, I informed him I was still under the effects of my pain medication and that maybe it wasn't a good idea to do the call now. He informed me that all I had to do is say, "Yes" to all the questions. He coached me. I was not in a clear mental state to agree to any "terms" but trusted Ben. I am a disabled vet. I was never told I only had 3 days to end my services prior to reading this response. Business Response /* (4000, 9, 2022/04/28) */ Skyline has attempted to reach **. ******** on several occasions since receiving this complaint and even prior, however he has become unresponsive. Should he wish to discuss the matter further, he *** contact Skyline directly at (XXX)XXX-XXXX. Consumer Response /* (4200, 11, 2022/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Skyline has continued to attempt to contact me, that is correct. However, they have only attempted to convince me either to stick with their contract or pay them their ridiculous early ********** fee of $2783.54 on the occasion when I have answered their calls. I have no intention of paying them anything as I had previously attempted to explain after the horrible customer service, lies and unethical business practices they have put upon me. Skyline has shown zero interest in reaching an amicable reconciliation with me, which is why I have stopped taking their calls. If they wish to negotiate in good *****, they can mail me something to that effect. But the harassing pressure calls they have made to me have done nothing but made me more steadfast in my resolve to give them nothing. I have told Skyline several times, that if these 2 options (pay early disconnection fee of ******** or continue with my original contract) are their only paths forward, they can go ahead and send me to collections if they choose. I have absolutely no intention of going down either of those paths, and I have made that abundantly clear to the last *** people I spoke to at Skyline. It feels like they believe they have me as a hostage to their contract. However, it was signed under pressure and I was under the influence of my medication. They lied about the "upgrade" in equipment. Their customer service was abhorrent, to the point of belittling me and then hanging up on me twice instead of talking with me. So why would I want to answer another phone call from them when they have shown over and over this type of behavior is all they are interested in?

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We transferred our service from ADT to Brinks after a very convincing salesman came to our door in July 2021. The salesman had us sign a letter to cancel our service with ADT and said they would contact them. That never happened. We continued to be charged by both companies. The salesman also said that he would change the term of our contract after we signed up from 60 months to 36 months. When none of that happened, we contacted customer service who put us in touch with the manager of the salesman who had mislead us and used many shady sales tactics. The manager was very interested in hearing all of the details so that he could fire the salesman, but then did nothing to fix any of the issues we experienced with double billing and a very long contract term. Two weeks ago a new sales rep knocked on the door because he didn't realize we were an existing customer. When I told him all of the issues we experienced, he said he would speak to the manager to see if we could at least get some credits to make up for the $400 that I just had to pay to ADT after they sent us to collections when Brinks didn't take care of the service. I've tried to contact this new sales rep multiple times and the phone calls go straight to voicemail. I've currently been hold with customer service for 40 minutes and it's still going. Brinks is engaging in very misleading business practices to get customers to sign up for alarm monitoring and then follows through on none of the promises they make.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/03/22) */ ************* ********************************* March 22, 2022 Re: **** ****** /*************** Case#: ******** Dear ******, This letter is in response to the complaint we received regarding your Brinks Home account. In your complaint you requested a billing adjustment. Brinks is the alarm monitoring company and did not participate in the sale or installation of the alarm monitoring contract or equipment located ********************************* The account belongs to Skyline Security Management. the independent third party with whom you contracted. Any further means necessary to resolve this matter should be directed to the installing dealer. Skyline Security Management ******************************************************************************************************* If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time. Sincerely, **************************************************************** Cc: Better Business Bureau Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our alarm service is through Brinks, and Skyline clearly was represented as performing service on Brinks behalf including wearing a shirt with Brinks logo. It should not be the customer's responsibility to figure out the terms of the subcontracting agreement between Brinks and Skyline. There was nothing wrong with the installation of the product. What was wrong is the promises made to sell Brinks products and the ongoing fees that were charged. Brinks should be responsible for their subcontractors. I have to pay Brinks every month. I have never paid Skyline. Business Response /* (1000, 22, 2022/04/22) */ Skyline Security ("Skyline") appreciates the opportunity to address Ms. ******'s concern. Our records indicate that a check in the amount of $386.83 has been mailed and delivered. We have included the tracking number below. Should Ms. ****** have any further questions or concerns, she may contact Skyline directly a**************** UPS Tracking: ****************** Estimated delivery March 30 by 7:00 P.M.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A little over a month ago, I called Skyline Security Management (Brinks) to say I wanted to cancel their service. There is nothing in the contract stating how this should be done. I have called, waited 3 hours to talk to someone in the Cancellation Dept.. They said they would send me a form to sign on my computer. It never came. Called again, agent said they would send me another notice to sign. It never came. All during these conversations they continued to pitch me enticements to stay. I even asked if I could send a letter stating my desire to cancel. No answer. To date, I have jumped through every possible hoop with no resolution. I feel they're trying to squeeze another month's payment out of me. I have had problems with this company from day one: problem with a sensor that they wanted to charge me a service fee, billing problems. Overall there has been a pattern of not dealing with an issue and making the customer jump through mindless hoops. Overall, this company has been evasive and impossible to work with. I have the feeling they are putting me off so they can get another month's fee out of me.

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/25) */ Skyline appreciates the correspondence from Ms. ******. However, the account is out of our guarantee period and we are unable to make any changes. This complaint should be forwarded to Brinks Home Security to the following: Brinks Home Security **************************************

*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. ↩