Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I recently tried to cancel my monitoring service with Brinks because the equipment does not work properly. The system has several issues, including sending false alarms to the police, constantly beeping for a supposed low battery on the panel even after replacing the battery, and failing to arm properly. Despite many attempts to have customer service repair the system, the attempts fail or are entirely insufficient. Brinks does not have an office or technicians in my area, so they force me to make repeated lengthy, unproductive phone calls with them. They even disconnect many of the calls after putting me on lengthy holds. As a result, I told Brinks that I was cancelling my service. Brinks refuses to cancel my service, stating that I first have to pay $995.50 because I supposedly agreed on the phone to a 4 year contract in June 2023 that does not allow cancellation, which I did not. I have asked Brinks multiple times to send me a copy of the contract or the recoding of the call, but they have not sent either to me. There is no evidence of such a contract or terms on my account page on their portal; and they never sent any such contract. Brinks is unilaterally and unreasonably forcing me to be held to an alleged contract that I have never seen or agreed to. I appreciate your assistance in resolving this by means of immediate cancellation with no further payments.

  

  Business response

  01/31/2025

  ******* ********
  ******************************************************************************
  January 30,2025
  Re: ******* ******** / Customer #*********
                                                                                                                                                    Case #********
  
  Dear ***** and **** ********,
  
  This letter is in response to the complaint we received regarding the cancellation of your Brinks Home Account. Thank you for taking the time to speak with us today.
  
  To recap our discussion, in an effort to resolve this matter amicably, both parties have agreed to a negotiated buyout payment to terminate the account. The payment was accepted on January 30, 2025, and the account is scheduled to close on January 31, 2025, with no further contractual or financial obligations.
  
  As always, we regret losing a valued customer. If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m.,Central Standard Time.
  
  Sincerely,
  
  ****** *****
  Executive Response Team                                                               
  *************************
  
  Cc: Better Business Bureau 

  Customer response

  01/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The business says they have a recording of me extending my contract for over 24 months. If they do I was tricked into it because I never intended on renewing contract. They want over $1200. to get out of it. Also equipment batteries are only good for so long then system has to be replaced by them for additional fees and upgrade. You are not told this upfront. We haven't even used system in over a year.

  

  Business response

  02/04/2025

  ******* *******
  *********************************************************************
  
  
  February 4,2025
                                           Re: ******* ******* / Cust# *********
  Case# ********
  Dear ******* *******,
  
  This letter is in response to the complaint we received regarding the cancellation of your Brinks Home account. Thank you for taking the time to speak with me.
  
  As discussed, Brinks Home has agreed to a negotiated buyout of $212.44 to close your account, releasing you from any further contractual or financial obligations. Additionally, we will be sending you a payment termination letter by mail, which will include instructions for making your final payment. Please note that if payment is not received within 30 days, your account will remain active, and cancellation will not be possible until June 1, 2025. We apologize for any inconvenience you may have experienced while addressing your account concerns.
  
  If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 3:30 p.m.,Central Standard Time.
  
  
  Sincerely,
  
  
  ****** *****
  Executive Response Team           
  *************************
  
  Cc: Better Business Bureau
  

  Customer response

  02/04/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 2 2024, apparently an alarm was emitted and Brinks Home contacted us to know whether we were fine. Shortly after, my son called Brinks to tell them that it was a false alarm, which he canceled very quickly. We did not have any visit from a security guard or police. However, on December 4, 2024, $71.73 was added to my bill. I called customer service about this and they told me it is a bill from the police and they cannot do anything about it, I have to contact the police. I explained that the alarm was canceled and nobody came, but the customer representative told me to contest the bill with the police. I asked to receive the bill so that I knew who to contact to contest it, but the customer representative instead told me that management will review my request and to check my account within two days for an adjustment. My account has not been adjusted and i am told that I did not make a payment, while I made my regular payment.

  

  Business response

  02/03/2025

  ******** ************
  *****************************************>*****************
  February 3, 2025
  Customer #*********
  Case #********
  Ms. ******** ************,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you at the number listed has been unsuccessful. Please be advised, as a one-time courtesy a bill credit has been applied to your account to offset the alarm dispatch charge dated December ******. Thank you again for your business and the opportunity to serve as your alarm company. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************
  

  Customer response

  02/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/19/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  12/14/24 2 payments of $63.46 ******* **** came to my home in person to sell the Brinks Home Security System to me. I did not invite him; he came unexpectedly. After reviewing the system, I told him I wanted to think it over. ******* pressured me to decide immediately as he had an installer in the area and he could install it the same day. ******* showed me a paper listing charges and presented it as a monthly payment, pay as you go, and not a loan and not additional fees. ******* also told me he would cancel my ADT system. I discovered ADT was not canceled as another payment was withdrawn from my account and ******* never canceled the *** service. ******* also had me sign a paper listing the charges for Brinks but did not explain it was a contract. I was not aware they considered the paper a contract. When I called Brinks on 1/14/25 to cancel the Brinks service after becoming suspicious, Brinks told me I was not allowed to cancel and had a $3,800 loan that was already sold to another company. I asked for a paper copy of the contract and was told they do not send paper. They sent me an email that is blurry and I am unable to read it but could see my signature that was not my signature and was digitally signed without my approval or awareness. The person on the phone told me I would have to pay off the loan when I asked how to clear this up. It was never explained to me when ******* was at my home that I was taking out a loan, and I had no idea there would be a loan sold to another company. I do not want this Brinks Security System. ******* **** falsely presented the information to me and did not fully explain I would be responsible for a $3,800 loan or that I was signing a contract. I only thought I was signing a generic paper listing price per month as a proposal. I want the loan and system canceled and have stopped automatic payments from my bank account on 1/15/25.

  

  Business response

  01/28/2025

  
  ******* *********
  ***********************************************************************
  
  
  
  January 28,2025
  Re: ******* *********/701836181
  Case No.: 22801240
  Dear Mr. ******************** acknowledge receipt of your correspondence concerning your alarm monitoring account with Brinks Home. In your communication, you expressed that one of your two accounts remained active despite your stated intention to cancel it. Additionally, you requested modifications to your credit report and an adjustment to your billing.
  
  Upon review of your account, we have located a recorded conversation dated October 28, 2020. During this exchange, you spoke with a representative from our cancellation team and indicated your desire to cancel only the account associated with *************************************, while specifically requesting to retain the account at **************************************. The representative subsequently provided you with a cancellation document for the requested account, which you were instructed to sign and return. We received your signed cancellation document on October 29, 2020, and your account was officially closed on November 28, 2020, in accordance with Brinks Home's 30-day cancellation policy.
  
  Please note that there are no records to support your assertion that you requested the cancellation of the second account during your conversation. Furthermore, we do not possess any documentation, such as a signed cancellation letter or a DocuSign agreement,related to the account closure located at ***************************************
  
  Brinks Home no longer maintains this account, and our investigation has verified the validity of the outstanding debt. Consequently, we must respectfully decline your request for alterations to your billing or credit report. Our records indicate that your account was closed due to nonpayment and transferred to a third-party collection agency. Any further actions necessary to resolve this matter should be directed to Zion Debt Holding.
  
  Sincerely, 
  ****** *****
  Executive Response Team
  ************
  Cc: Better Business Bureau 

  

  Business response

  01/28/2025

  WRONG ACCOUNT, RESPONSE APPLIED IN ERROR. 

  

  Business response

  01/28/2025

  ******* ******
  *****************************************
  January 28,2025
  Re: ******* ****** / Customer #*********
  Case #********
  
  
  Dear ******* ******,
  
  This correspondence serves as a response to the complaint we received regarding your Brinks Home account. Thank you for taking the time to speak with me today.
  
  In an effort to resolve this matter amicably, Brinks Home has agreed to facilitate the cancellation of your account upon the return of the installed equipment.For your convenience, a return label will be sent to the email address associated with your account. Kindly allow 24 to 48 business hours for its delivery. Once the equipment is received in our office, your account will be submitted for cancellation, and you will incur no further contractual or financial obligations to Brinks Home.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  
  Sincerely,
  
  ****** *****
  Executive Response Team
  *************************
  
  Cc: Better Business Bureau 

  Customer response

  01/28/2025

  I have reviewed the business response and accept this resolution. They sent me a code to send back all of the product i have sent it back they are going to close the contract nothing owed after they receive the product 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Inaccurate balance due turned over to collection agency twenty months after final payment was made. No past due notices received from Brinks Home Security prior to receiving text from collection agency. Canceled service February 2023 due to telephone line removed making the monitoring service no longer needed. Monthly service bill running approx to the 20th of each month. Last payment of ***** made on February *******. Brinks said they would send a pro rated bill to cover the rest of March. Received E mail on March ******* that service was terminated on 4/01/23 at 12:00 am.Paid final bill of $26.48 on 5-12-23 marked paid in full. Twenty months later received text from collection agency that there was a unpaid balance of $104.05.

  

  Business response

  01/28/2025

  ******* **********
  ******************************************************************************************
  January 28, 2025
  Customer #*********
  Case #********
  Mr. ******* **********,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you at the number listed has been unsuccessful. Our records indicate your account was cancelled on April 3, 2023,and is currently inactive.
  
  Further research confirmed on February 27, 2023, you contacted our office and requested the cancellation of your account. The agent advised you of the 30-day cancellation process and a DocuSign was sent to the email address of record. A closing bill payment totaling $26.48 was processed on March 20, 2023, and returned by your bank on March 22, 2023, resulting in a return check fee and late penalties. A subsequent final bill payment of $26.48 was received and processed on May 22, 2023. Unfortunately, the account was placed in collections due to the return check fee and late penalty accessed after cancellation.
  
  To resolve this matter, as a courtesy, a request has been submitted to pull the account from collections and a release letter will be sent to the address of record. Allow 30 60 business days for the update to reflect on your credit profile. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer response

  02/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my Brinks Home Monitoring Service in early December. I got a letter in the mail mid-December stating my balance owed to cancel my contract was $961.39. When I called late December to find out how to pay off that final amount, I was told my total was actually $1986.39. When I asked them to explain how they got to that amount, they were unable to give me a breakdown of the payment. The said it was in part for the monitoring service, in part for equipment. When I asked specifically for what equipment, they were unable to give me a breakdown. In looking back at my contract, I saw a panel listed in the equipment list for $0, and nothing else. I also noted a $1500 for goods fee the in contact, which was financed through another party, *******. The next several times I contacted Brinks to attempt to find out what equipment made up that $1500, no one was able to tell me, they said they did not have access to that information. I called a third-party Skyline Security, who installed the equipment, and they said they could not provide additional detail because they pass the contract to Brinks after the first year. I called ******* to see if they could give me a break down since they are the financing company, and they said that Brinks had put an alert on my account and could not provide me any information. After calling Brinks again, I was told a third number for my final payoff, of $1887.92. The person I spoke to also said that the initial $1500 was for labor, but no where in my contract were labor, installation, etc. fees listed. I am still not positive that is in fact what it was for. They were able to explain how they came to the final payoff number, but the other amounts I was given seem arbitrary and ultimately concerning that I was given different information by everyone I talked to. No one was able to explain the simple questions of What is this $1500 going towards in my contract and give me a breakdown of how you came to the final payoff amount.

  

  Business response

  01/24/2025

  ***** ****
  ************************************************************************
  January 24, 2025
  Customer #*********
  Case #********
  Ms. ***** ****,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, Brinks Home agrees to a negotiated buyout of the remaining term of your alarm agreement. The buyout payment required for cancelation is $986.38. As stated during the call a new payment term letter will be sent to the address of record. Please be advised that the account will remain active until the receipt of payment at which point the account will be scheduled for cancellation. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
  
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer response

  01/30/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Nature of dispute: conflicting information on a new "contract", monthly payment amounts, equipment that requires repair/replacement (and a set $ amount to do so), continuing emails or texts urging me to call them. I call and receive different information each and every call. Calls: 13 Dec 24, ******; another in Dec 24 with ******; 4 Jan 25 with Shamoya; 6 Jan with *****. Each specialist gives me conflicting information. ****** did send a letter simply stating I renewed a contract July 24 for 3 years. No proof that I did so. Today, 8 Jan 25, I received my original contract with Monitronics dated 14 Aug 2002 at my previous address of ************************************ for the period of 36 months. This is unacceptable. I have not agreed to anything except a payment of $39.53 and have continued to send that amount every month. The Brinks Home website shows that I owe $41.70 per month and late fees and an unknown amount of $79.06. I've received late notices; however, I've continued to send the agreed payment every month. Also I've been offered the opportunity to purchase insurance on the equipment for an additional amount of approximately $11. per month. I have a right to choose. I have a right for transparency. I wish to resolve this matter but my efforts to remedy the numerous issues are ignored. It serves no purpose for me to call them again.I wish for an opportunity to choose my own security company and until that time, a transparent offer from Brinks on my monthly payment and length of service. AND a set amount for replacement or repair of the sensors that are inoperable. I have no confidence in a company that operates in this manner. I feel my consumer rights are not respected by Brinks Home and at this point I'd like a resolution to each of these issues.

  

  Business response

  01/24/2025

  ******* ********
  *******************************
  *********************
  January 24, 2025
  Customer #********
  Case #********
  Ms. ******* ********,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account has been scheduled for cancellation effective February 23, 2025 and the bill  balance cleared. Currently your account reflect a $0.00 balance. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
  
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer response

  01/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brinks Security took over ************* Security company. I bought a new Toll Brother **** in May of 2022. The security system has multiple issues with sensors and the Keypad(Board) That Brinks is unable to resolve to date. They have charged me multiple times for service calls on top of the monthly Service charge. Every time Brinks Service person comes to my home they appear clueless to the system and they admit it by saying that this is a ************* Security system and they dont know how this works. When I call ************* Security they say that they have sold the security company to Brinks Security. When I try to cancel my subscription they say that I am in a Three Year contract. So Basically I pay every month, I pay additional for their service calls and still have no security system and can't cancel!!

  

  Business response

  01/21/2025

  ****** ****
  ******************************************
  *******************
  January 21, 2025
  Customer #********
  Case #********
  Mr. ****** ****,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, Brinks Home agrees to dispatch a service technician to repair your alarm sensors. The service visit is scheduled for January 23, 2025. The tech arrival window is 8:00 am -12:00 pm. Thank you again for your business and the opportunity to serve as your alarm company. We apologize for any inconvenience experienced while attempting to resolve your account concerns.
  
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  So, I tried to cancel my account online and could find nothing on how to do this. I signed up with ********* way back in the day and never even knew I was switched to brinks until a couple years back. I was on a month to month with ********* and could just cancel for the winter and open it back up in spring when we would leave the house more frequently. Well when I went with Brinks, I just kind of liked it on all the time for peace of mind, but when we are here all the time it doesnt make sense to have it on. So I tried to stop payment with my cc and then reup it in a few months, I got back in to reup it and noticed I owed 92 dollars. I just cancelled my credit card completely because I could find no other way, which is really fun let me tell ya. I was never sent a letter that there was a cancellation process or that I would continue to be charged even though I am not on a contract. So, me seeing this 91 dollar charge set me off a bit. I called in last night and was basically told too bad. Then I said ok well then lets cancel me and she said Im sorry, I understand, I cant do that heres a number ********** for you to call. Which again is really fun, let me tell ya. I spoke with a loyalty team member (*******) and she sees no letters coming into me letting me know what I needed to do to cancel, she can see how long I have been a customer and I have not missed a beat with you guys. How, when I call, do I get treated like c*** on a call like that? I mean if someone called me and told me this exact same thing, you would think common sense would kick in and they would just be able to help a customer who has never had an issue in years with your company. I have been loyal, I feel like it was misplaced at this point.

  

  Business response

  01/21/2025

  ****** ****
  ****************************************************************************
  January 21, 2025
  Customer #*********
  Case #********
  Mr. ****** ****,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you at the number listed on your complaint has been unsuccessful. Please be advised, your account has been scheduled for cancellation effective February 6, 2025, and the bill balance cleared. Currently your account reflects a $0.00 balance. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.  
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

  Customer response

  01/22/2025

  I have reviewed the business response and accept this resolution.  Sorry ***** I already spoke with someone from the executive team and they relayed the messages to me about the zeroing of my account.  This is satisfactory to me, unfortunately I blocked BrinksHome phone number so I must have missed that communication.  Thank you for resolving the issue in a timely fashion

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a contract for a home I owned for security system. I told them the house got sold and was renting a home I couldnt transfer the service to last year. I had no way to continue with the service and they wouldnt allow me out of the contract. Almost a year later I may be able to move to a place that maybe able to transfer and I asked to pause the services the department I spoke to that was overseas and not locate stated that I would need to speak a different department and transfer me and they stated it was close. I called back asking for a supervisor at a local office in the states they stated I would have to call back when I ask should t they place that request as they work for the company they stated they are a different depart and she could not place the request and I would have to call back: when I asked her what department she was in she stated collections. I paid a past due balance and asked them to remove the past due and they stated they fl do not handle this. I was getting the run of around expect concerning the payment of course whenever I asked to be helped. Brinks when I started with them their employees cause damages to the home I owned at the time and now almost a year later they force me with a contract I could not transfer the over and with no solution

  

  Business response

  01/21/2025

  ********* ********
  *********************************
  ****************************
  January 21, 2025
  Customer #*********
  Case #********
  Ms. ********* ********,
  
  This letter is in response to your complaint regarding your Brinks Home account. My attempt to reach you at the phone number provided in your correspondence was unsuccessful.
  
  In reviewing your account, our records indicate that you are currently in the initial term of a 36-month Alarm Monitoring Agreement, which commenced on August 19, 2022, and is scheduled to conclude on August 18, 2025. As such, there are seven months remaining in this agreement. Our records indicate that no payments were received for the account from July 6, 2024, until January 6, 2025.Additionally, during a phone call on July 8, 2024, you requested the cancellation of your account and were informed about the remaining term of the alarm agreement and the associated buyout amount required for contract cancellation. A copy of the contract was emailed to the address you provided,and a buyout letter was sent to the address on record.
  
  Based on my findings, Brinks Home must respectfully decline your request.
  
  If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  
  Sincerely,
  
  ****** ******
  Executive Response Team
  *************************

*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. ↩