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Initial Complaint
01/03/2025
Complaint Type:
Order Issues
Status:
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.
Brinks signed me up for a 3 year contract that I have no record of approving. I'm trying to cancel my contract and they will not let me without penalty. I want to cancel this contract as soon as possible. Thank you!
Business response
01/16/2025
****** ******
*********************************************
Mt. Pleasant, SC 29466
January 16, 2025
Customer #*********
Case #********
Mr. ****** ******,

This letter is in response to your recent complaint regarding your Brinks Home account. My attempt to reach you at the phone number provided have been unsuccessful.

In your complaint, you expressed a desire to cancel your Brinks Home account and raised questions about the validity of an extension of your alarm agreement.Our investigation confirmed that the extension of your alarm agreement was based on an offer communicated to Ms. ***** ****** on August 29, 2023. During her call to update your payment method, Ms. ****** was presented with the opportunity to secure her monthly rate for a period of 36 months. She confirmed her acceptance of this offer, and the call concluded thereafter.

To resolve this matter, your account has been scheduled for cancellation effective February 14, 2025, and your final bill will be cleared. Please accept this letter as formal confirmation that you have 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
*************************
Initial Complaint
01/03/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Sep 15, 2024: I called the Brinks phone number to cancel my alarm monitoring contract. I was told my contract expired in Sep ******************************************************************************* wait to cancel when contract expired. I said I wanted it noted in the system to cancel my contract and NOT auto-renew.Dec 31, 2024 - I called Brinks again because I received a letter (dated Dec 25, 2024) from Brinks Home stating I requested a 48-month contract extension on-line. I did not and would not considering I called two months prior stating I wanted it cancelled. I spoke with ******* and he said the **** I need to speak with was closed and to call back.Jan 3, 2025 - I spoke with supervisor ***** and explained everything again - he said Brinks will not reverse the extension contract and there was NO ONE else in the company he could transfer me to to discuss or resolve. I requested documented proof of my accepting a contract extension and he said he submitted it but I seriously doubt it. It sounded like he was reading from a script so I suspect this happens often. ***** actually said he has had other customers complain about the same thing and that Brinks does NOT reverse contracts. Wow. I asked for a copy of the recorded session and he said I'd have to provide a subpoena. This is an absolute scam and the fact Brinks will not provide documented proof of any contracts, etc. is unacceptable. I saw several other mentions of this same Brinks bad business practice when researching online afterwards. I want this company exposed for taking advantage of people thinking they will just accept their bad business practices and go away. I will not go away and will fight this fully.
Business response
01/16/2025
***** *****
*********************************************************************
January 17, 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. In your complaint you requested the cancellation of your account. Please be advised, your account is scheduled for cancellation effective February 7, 2024.

Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to 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
01/18/2025
I have reviewed the business response and accept this resolution. I have a voicemail stating the persons name and title at Brinks Emergency Response se Team stating my security monitoring contract will completely end Feb 8th, 2025. Thank you for the assistance.
Initial Complaint
01/02/2025
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We pay a monthly monitoring service and need repairs to our alarm. Brinks has cancelled our appointment three months in a row. We have sensors on doors and windows that do not work and need repair. Apparently brinks technicians come from out of state so only schedule when in our state. Unacceptable for an alarm company. We want out of our contract so we can get one that works. We are elderly and pay for our safety. Unacceptable business pr
Business response
01/15/2025
****** and ***** *****
***************************************************************
January 15,2025
Re: ****** *****/ Customer #********
Case #********

Dear ******* *****,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you cited several issues with your sensors and multiple rescheduled service appointments.

Please note that your service appointment is scheduled for February 6, 2025. Additionally,to acknowledge the inconvenience this has caused, we have applied a three-month credit to your account. If you would still like to discuss the possibility of cancellation, please feel free to reach out to me directly, and I will be happy to assist you. We sincerely apologize for any inconvenience you may have experienced and appreciate your understanding as we work to resolve your 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
*************************

Cc: Better Business Bureau
Customer response
01/21/2025
We made an appointment for a technician to come out and service our equipment. We agreed to pay them their charge of $75.00. Two days before the appointment in November 2024 they called and rescheduled til December. No problem there. When December appointment came due, they called and cancelled again til January 2025. In January 2025 they called again and postponed til February 2025. When we called the main number, we were told they have no technicians locally and the techs come from out of state. Unacceptable when youre paying for a monitored alarm system. Also, the alarm was set off by a malfunction, and we received no phone call or contact from brinks. Brinks should have called/contacted us to see if police, fire or ambulance was needed but there No contact from them. We reset the alarm and it continued to go off. We called the customer service number for help and there was no person available on a weekend to even answer the darn phone. If I have no service, its NOT monitored which I pay $59.00 per month for, I dont feel obligated to continue payment,
Customer response
01/24/2025
I am rejecting this response because:
We made an appointment for a technician to come out and service our equipment. We agreed to pay them their charge of $75.00. Two days before the appointment in November 2024 they called and rescheduled til December. No problem there. When December appointment came due, they called and cancelled again til January 2025. In January 2025 they called again and postponed til February 2025. When we called the main number, we were told they have no technicians locally and the techs come from out of state. Unacceptable when youre paying for a monitored alarm system. Also, the alarm was set off by a malfunction, and we received no phone call or contact from brinks. Brinks should have called/contacted us to see if police, fire or ambulance was needed but there No contact from them. We reset the alarm and it continued to go off. We called the customer service number for help and there was no person available on a weekend to even answer the darn phone. If I have no service, its NOT monitored which I pay $59.00 per month for, I dont feel obligated to continue payment,
Business response
01/28/2025
****** and ***** *****
***************************************************************
January 28,2025
Re: ****** *****/ Customer #********
Case #********

Dear ******* *****,

This letter serves as a response to your rebuttal complaint concerning your Brinks Home account. Unfortunately, my attempts to reach you at the recorded phone number have been unsuccessful. In your rebuttal, you mentioned several issues with your sensors and expressed a desire to cancel your account.

To address your concerns amicably, Brinks Home has scheduled your account for cancellation, effective January 31, 2025. Please consider this letter as formal confirmation that there will be no further financial or contractual obligations. We sincerely apologize for any inconvenience you may have experienced and appreciate your understanding as we work to resolve your 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
*************************

Cc: Better Business Bureau
Customer response
01/28/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
01/02/2025
Complaint Type:
Order Issues
Status:
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.
I have had Brinks Security since Oct 2021 payment. Rollover guess from ********. Still using their Equipment, Brinks supplied none. Last three months, control box buzzing about twice a day. No Service ever. I have been robbed for three years from **************** friends (my neighbors)They are able to do this because they can go on ******* & get key to open any ************* to disable any security. So I have been robbed for three years(2025 is fourth year) because security does not protect me. No way to get proof. Brinks on-line site says they have 3 year contracts. I called end of 2024. Had Security three years. I was never told that I had a contract, never saw a contract, never signed a contract. Would not let me let me stop service.. send their idea of contract-2022- 2077. (had service 3 of those years) wanted $723. to end service. Bills not service or security.Bragged about how easy to get contracts from suckers . $ ****** owed to quit service. Bragged about how easy to get
Business response
01/23/2025

******* *******
************
*********************

January 23,2025
Re: ******* ******* / Cust# *********
Case# ********

Dear ******* *******,

This letter is in response to the complaint we received regarding the contract dispute and cancellation of your Brinks Home account. I regret to inform you that I was unable to contact you today.

Upon further review, our records indicate that you entered into an initial three-year agreement starting on August 27, 2021,and concluding on August 26, 2023. Additionally, our system shows that on October 4, 2022, you spoke with a customer service representative and accepted a contract extension of 48 months, which adjusted your end date to August *******, to reduce your monthly billing.

To address your concerns effectively and as a gesture of goodwill, Brinks Home will proceed with the cancellation of your account, effective January 30, 2025. Furthermore, we will waive the remaining balance on your account. Please consider this letter as formal confirmation that you have no further contractual or financial obligations to Brinks Home.We apologize for any inconvenience you may have experienced while resolving 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
Initial Complaint
01/02/2025
Complaint Type:
Billing Issues
Status:
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.
On Dec 19, 2024 Brinks charged my credit card for $48.41, a monthly payment that I have been paying since Oct 2020. However, I have never received a bill in the mail for the monthly service, they just keep charging my credit card every month. Brinks is supposed to be committed to servicing and securing my home which I dont feel they are doing. I feel that they are taking my money and this is a scam. They promised me a new alarm pad because the one I have kept beeping and I never received it. It has been a few months already that they were supposed to send it. When I called on December 27, 2024 they told me that I needed to pay $600 plus an upgrade fee of $25 a month in order to get a new upgraded panel, that wont beep all the time. Which I didnt want to do because I finished my contract 29 months ago and they told me back then that if I didnt continue paying them, they would send me a bill for $2000, so I continued the service under duress, I never signed a new contract with them, they just auto- renewed me and threatened me so I would continue it. I am a senior citizen with health issues and this is causing me unnecessary pain and suffering, the other day I had chest pains and the whole house is constantly beeping. I would like to end their services without being threatened that they will charge me thousand of dollars for something I never wanted. I looked online and they have a lot of complaints against them, so this makes it clear to me, that this company is not just scamming me, but many others with their fraudulent and unethical business practices. I would like a refund for the 29 months from when this unethical renewal started and for the service to be cancelled.
Business response
01/15/2025
***** *******
******************************************************

January 15,2025
Re: ***** ******* / Cust# *********
Case# ********
Dear ***** *******,

This letter is in response to the complaint we received regarding the contract dispute and cancellation of your Brinks Home account. My attempts to contact you regarding this matter has been unsuccessful.

Upon further review, our records indicate that you contacted a representative on June 23, 2022. During this conversation, you expressed concerns regarding your safety and requested to place your account on hold for two months due to a civil matter involving a family member.Additionally, you agreed to a 45-month contract extension. A confirmation letter outlining this new agreement was sent to your address on file and was postmarked June 25, 2022. Due to our findings, Brinks Home must respectfully decline your request for a refund.

To resolve your concerns amicably, as a courtesy, Brinks Home has submitted your account for cancellation effective January 14, 2025. Brinks Home also agrees to waive the remaining months associated with your contract extension.Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience you may have experienced while attempting to resolve 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
Initial Complaint
01/02/2025
Complaint Type:
Product Issues
Status:
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.
****** and closed account in March 2024. Representative didn't say anything regarding online signature. Received notification of late payment in June ****** again to cancel. Received nothing In Email. Received notification again in August and when I got the email said it was out of date and wouldn't accept it. And then they wouldn't send another unless I agreed to pay even though I had closed the account.
Business response
01/15/2025
******* ******
*********************************************************************

January 15, 2025
Customer #*********
Case #********

Mr. ******* ******,

This letter is in response to your complaint regarding your Brinks Home account. My attempt to reach you at the phone number provided has not been successful.

Please note that your account is currently inactive. Our investigation revealed that it was canceled due to non-payment and subsequently placed in collections.Additionally, we found that you contacted our office on April 23, 2024, to request the account's cancellation. During that call, our representative attempted to retain your service, but this offer was declined, and you were informed of the 30-day cancellation process. A DocuSign cancellation document was sent to the email address on file, and the call concluded.

On August 5, 2024, you contacted our office again to inquire about billing related to the canceled account. The agent explained that the account remained active because the cancellation document sent on April 23, 2024, was never returned to complete the cancellation process. The agent offered to resend the document,but this was declined, and the call ended.

Based on our findings, Brinks Home is unable to fulfill your request for an update to your credit profile. For further correspondence regarding this matter, please direct your inquiries to the assigned agency:

Hillcrest Davidson
************

Sincerely,

****** ******
Executive Response Team
*************************
Initial Complaint
01/01/2025
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Weve been customers with ********************** since 2016 (originally with LiveWatch which Brinks acquired in 2018). It wasnt long before various sensors and the main control panel started failing. We had the main control panel ***laced a few times, and each time it would work for a while and then start failing. When it fails it starts producing alarm, after alarm, after alarm, overwhelming our phones. What is the point of an alarm system that is producing fake alarms?On June 5, 2024, we called Brinks Home to cancel our home monitoring service as we were frustrated by the constant non-alarm alarms. The *** told us that we would have to pay $1,591.14, the remaining 2+ years of a 5 year contract extension that Brinks claims we agreed to in August of 2022. We were shocked. We explained that in August 2022, we had accepted a 1 year contract extension in exchange for ***lacement of a buggy main panel. But she insisted that was indicative of a 5 year extension. We asked for a copy of the signed contract extension; she said it was a verbal agreement. I asked for a recording of this verbal consent, and first she said there was none, and then clarified that she didnt have access to it, if it exists at all. We ended the call by saying that wed called Brinks because wed been having problems with our main panel ***orting phantom tamper alerts. We were told we needed a new upgraded panel. (Note that this panel was itself a ***lacement of a prior failing panel). When the ***resentative said wed have to pay for the new equipment and for the technician's time, we said no. We didnt need any upgrades, we just needed a system that wasnt buggy; and we would sooner cancel than pay additional for that. The *** made other offers, of a similar nature, which we again declined. Ultimately, we agreed to a 1 year contract extension, at our current rate, in exchange for ***lacing our panel at no additional cost (which the *** offered as a concession since we were a valued customer).
Customer response
01/14/2025
Brinks called me to inform me that they are canceling my contract as of the end of the month, which is the resolution I requested. Thank you!
Business response
01/15/2025
**** ******
******************
*********************
January 15, 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 on your correspondence has been unsuccessful. Please be advised, your account is scheduled for cancellation effective February 5, 2025. 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
*************************
Initial Complaint
01/01/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Upon contacting Brinks Home Security, I was advised of a possible data breach. I have not received any communication or timeframe to resolve this issue. As a result, Brinks falsely sent Credit Bureaus notice of delinquent payments. The credit bureaus forwarded this information to a third party vendor. Brinks sent me payment history and it's now my responsibility to resolve this issue across all credit bureaus which could take over 30 days or more. Brinks should be more proactive by notifying and assisting customers with resolving this matter expeditiously. I should not have to contact Brinks to ensure my name is placed on a list, my name should have already been on the list to resolve.
Business response
01/15/2025
******** *****
********************
****************

January 15, 2025
Customer #*********
Case #********
Ms. ******** *****,

This letter is in response to your complaint concerning your Brinks Home account. My attempt to reach you at the number provided in your correspondence has been unsuccessful. Upon reviewing your account, we found no record of a negative tradeline or discrepancy in the credit reporting for payments received for Brinks Home account #*********. Should you have any disputes regarding credit reporting, we advise you to direct those inquiries to the appropriate credit agency for resolution. We apologize for any inconvenience you have experienced while trying to address 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
01/15/2025
I am rejecting this response because: Hi, I have no records of Brinks missed calls. Brinks could have attempted to email as well. I would like confirmation that Brinks submitted the payment history to all 3 credit bureaus. ********** attempted to correct the issue by contacting Brinks only for Brinks to advise "no changes needed." Resolve the issue completely by submitting payment history with no delinquencies showing. Brinks passed information stating delinquencies, now please ensure bureaus are aware of the error and correct it. This is unacceptable. I have never been late or missed a payment with Brinks.
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, you advised you spoke with a member of the Executive Response Team and the issue regarding your credit profile has been resolved. Thank you again for your business and the opportunity to serve as your alarm company.

If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

Sincerely,

****** ******
Executive Response Team
*************************
Customer response
01/24/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
12/31/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 17, 2024, **** **** contacted Brinks to inform them that he is 83 years old, no longer works and cannot afford to continue to pay for his alarm service. Mr. **** first signed his contract with Monitronics 21 plus years ago. Several years ago Monitronic was bought out by Brinks. Mr. **** was told he could not cancel his contract because he still had 14 month remaining on the contract. Mr. **** NEVER agreed to extending the contract. When we asked Brinks for proof of the contract extension, they sent us a copy of the February 16, 2022 letter. Mr. **** never received this letter. He never signed a contract extension. They claim that the extension was offered to him in a telephone call which Mr. **** never received. When we asked Brinks for a copy of the audio of the telephone conversation where they state Mr. **** agreed to the contract extension, he was told they do not keep telephone call recordings going back to 2022. Mr. **** believes the February 16, 2022 letter is false. He never gave verbal or written authorization to extend his contract. On 12/30/24, he called Brinks again and was told in order to cancel his contract he has to pay $597.00. This is unacceptable! Mr. **** has explained numerous times that he is 83 years old, has no job and does not have the money to continuing paying for the service, how can he possibly pay $597.00. He has already paid 21 plus years and that doesn't seem like enough to Brinks. We are seeking the BBB assistance in finding a resolution for an elderly man who has always paid his bills on time can no longer do so. He is being discriminated upon because he is a senior with ********** and Brinks is being unreasonable and cannot honor his request that he made on 10/17/24. This situation is causing him unnecessary stress because they keep calling him to make a payment and refuse to cancel the service that he has already paid for 21 plus years and CANNOT continue to pay.
Business response
01/14/2025
**** ****
**********************************************************************************
January 14, 2025
Customer #*******
Case #********
Mr. **** ****,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective January 26, 2025, and the bill balance cleared. 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
01/21/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
12/31/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for service in 2017. In 2020, I had a hardship and reached out to Brinks to find options to get out of my contract. The woman I worked with said that I still had time remaining on my contract and the only way to lower my cost was to sign an additional contract with a lower rate, which I did. I could not afford to break it at that time. In 2021, I move homes and had no choice but to take the service with me, they forced me into again another contract. As of today, I reached out expecting to hear that my contract was over, but it is not. I have 17 months remaining. After speaking with a supervisor, she tells me for the first time in working with them, that back in 2020 when I signed the contract extension, I only had one month left of the rate I was at till the service ended. No one had ever told me that. I explained to her that if I had been told that, I NEVER would have extended the contract beyond that since the whole problem was the payment. They are refusing to assist me with the cancellation and are telling me if I cancel, I need to pay the terms of the contract to end it. But if I had been explained this in 2020, then NONE of this would be here. I now feel like I have been duped for years in getting this service. You can look at my records, we haven't used this in forever, yet I am paying for a service. I am upset and plan to take this to social media as well. There has to be a better way to resolve this.
Business response
01/13/2025
******* ******
*********************
Fountain, CO 80817
January 13, 2025
Customer #*********
Case #********

Ms. ******* ******,

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective January 23, 2025. 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
01/21/2025
I have reviewed the business response and accept this resolution.

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