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Business Profile

Burglar Alarm Systems

Brinks Home
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Brinks Home's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 3,783 total complaints in the last 3 years.
    • 654 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/06/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Brinks has me in a fraudulent contract. I already had a contract with brinks that I signed but someone on the phone kept pressuring me and saying I need to lock my rate in for a few years or it could go up. I go to cancel recently and I look at my email and even though on the phone they said I had a 3 year contract the email they sent me says I have a 5 year contract that was agreed to last year. But the price I agreed to was $50.99 and in less than a year its already $57. So not only did Brinks not honor the phone renewal price but they also have the wrong dates on there. And I never signed anything. I think I have proof via email to take brinks to court. I want my contract renewal terminated or I will take all this to a lawyer.

      Business Response

      Date: 07/08/2025

      ******** ****
      ***************************************************
      July 8, 2025
      Customer #*********
      Case #********

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

      This letter is in response to your complaint regarding your Brinks Home account. Please be advised, your account has been scheduled for cancellation effective August ******. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

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


      Sincerely,

      ****** ******
      Executive Response Team
      *************************

      Customer Answer

      Date: 07/09/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:07/02/2025

      Type:Product Issues
      Status:
      Resolved
      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 reached out to Brink on 06/11/25 to order Home Security Services. I placed the order and paid for 1/2 of the amount. I scheduled an appointment time for 12:30 p.m. on June 18th. I got a called by the service tech on the night (8:39 p.m. while I was out at dinner) before to say that my appointment was at 8:30 a.m. That was unacceptable especially with me having pets and I had to relocate them. I told the tech to not come at all. The next day I called the company to cancel the service, which was the 18th. You have to speak to one department and then another department that opens up at 9 a.m. I tried to reach the salesperson, but that was null and void. I was told that my refund would be on its way. The representative mentioned a time of 10 to 15 days, granted the money when ordering is taken out immediately. I called again on June 25th, when I didn't see the refund. And again, you go from one department to another department with no clear results. I told the representative that I would file a complaint with BBB. Granted most businesses will say 3 to 5 days, but not Brinks Home. It is the 11th day as of today and I still have not seen a refund, if not counting the weekends (if counting the weekends - 14 days). I would like my refund to go back into my bank account immediately.

      Business Response

      Date: 07/08/2025

      ***** ******
      ****************************************************************
      July 8, 2025
      Customer #*********
      Case #********


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

      This letter is in response to your complaint regarding your Brinks Home account. Thank you for taking the time to speak with me. To summarize our conversation, you confirmed receipt of the refund in the amount of $186.57 and verified with your banking institution. Please consider this letter as formal confirmation that there are no outstanding 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
      ******************* 

      Customer Answer

      Date: 07/09/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:07/01/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Very greedy company, we just cancelled the service and the charged my account for one more last payment of 71 dollars. We did a charge back with our bank. So we received another bill with 25 extra plus 5 late fee.. mom doesnt speak English so she waited on me to call them, a month later they sent a notice of sending it to collections for a mouth of 101 !! They were paid automatically for years and they have the ******** to send their customers to collection this fast. A notice of collection this quick is very disgusting. I paid the bill over the phone i dont even know if we even owned them that money. Very disappointing. they better not send it to collection because were due date of that letter was 6/24. Just paid it 07/01

      Business Response

      Date: 07/02/2025

      ******* *******
      *******************
      ******************
      July 2, 2025
      Customer #*********
      Case #********


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

      This letter is in response to your complaint regarding your Brinks Home account.

      Our records indicate that you contacted Customer Loyalty on April 22, 2025, to request the cancellation of your account. The representative informed you of the 30-day cancellation process, and a DocuSign cancellation document was sent to the address provided. The document was returned as instructed, and the account was scheduled for cancellation effective May *******.

      During a subsequent call, you were advised that the final bill payment had been processed on April 30, 2025, and was later reversed by your banking institution. However, during the call on July 1, 2025, you made a final payment of $106.91.

      Brinks respectfully decline your request for a refund. Please consider this letter as formal confirmation that there are no remaining 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

      Date:07/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am trying to cancel my service with Brinks Home. After calling to cancel they had me sign the paper attached to actually cancel my service. After signing and returning they told me I would have to wait 30 days for the cancelation. Which means I am going to have to pay another month. I told them I would like to have it canceled today but they will not do it today. I am not under contract with them anymore, I haven't been since December of 2024. I am just paying month to month for the service and I do not owe any money for my equipment as it is all paid off. I owe them nothing as of today but they will not let me cancel until 30 days from now. I am not a lawyer but after reading the *** rules about click to cancel I am under the impression that they are just disregarding the rule completely. Any assistance that could be provided is greatly appreciated.

      Business Response

      Date: 07/03/2025

      ****** *********
      *******************
      ****************************
      July 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, your account has been scheduled for cancellation effective July ******. As a courtesy the final bill balance has been waived. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

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


      Sincerely,

      ****** ******
      Executive Response Team
      *************************

      Customer Answer

      Date: 07/07/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is the worst company I have ever dealt with. My alarm keeps going off at random and I have to sit outside until it stops. I have called customer service several times with no fix to the problem. They will not let me out of my contract despite these issues. They have offered to have a tech come out at a fee. I should not have to pay a fee for a service I do not want and is broken

      Business Response

      Date: 07/01/2025

      *** Pchinow
      *****************************************************************
      July 1, 2025
      Customer #*********
      Case #********

      Ms.*** Pchinow,

      Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account has been scheduled for cancellation effective August 1, 2025. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

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


      Sincerely,

      ****** ******
      Executive Response Team
      *************************

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told I would be getting the same equipment but did not.

      Customer Answer

      Date: 07/01/2025

      I called to move services in April. It took two months for them to move my service and when they got heee for the install, it wasnt correct. I told them in April I wanted the exact same services I had at my home including my door keypad lock. The person went to their most popular package as she satiated and told me the only difference was a doorbell camera. I informed we werent wired for doorbell at new house, and she said that was fine. I reiterated about the keypad lock and was assured the only difference was the doorbell camera instead of regular camera. My keypad lock was not ordered. I called while service tech was at my residence and was told the only one who could correct was person who originated my order in April and was told they had left her a message and she should be reaching out. I called again after an hour when service tech was wrapping up and spoke to someone who was going to call me back the next day. Tomorrow will be a week and no one has called. I called again today and they still cant help me. I want what I originally ordered and was assured was the same services I was receiving at my old address. 

      Business Response

      Date: 07/10/2025

      ***** *******
      *******************
      **********************
      July 10, 2025
      Customer #*********
      Case #********

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

      Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, Brinks Home agrees to install 1 Door Lock at no cost. The service job is scheduled for July 17, 2025. Thanks again for your business and for 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 Answer

      Date: 07/12/2025

      I have reviewed the business response and accept this resolution. Thank you for being kind and helpful.

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 no longer want to have brinks home services. I called in to cancel and was told Id have to pay $397 to stop services with brinks home. I have had this system in my home for well over five years. I want brinks cancelled.

      Business Response

      Date: 07/01/2025

      ******* ******
      ***********************
      *****************
      July 1, 2025
      Customer #*********
      Case #********

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

      Thie letter is in response to your complaint regarding your Brinks Home account. In your complaint you requested the cancellation of your alarm agreement. Please be advised, your account has been scheduled for cancellation effective August ******. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

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


      Sincerely,

      ****** ******
      Executive Response Team
      *************************

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 6/22 my mother was admitted to ST. *********************** because she had a stroke. She could not remember things (such as the code to get into her phone OR her security alarm). Then on 6/26, she was transferred to the ************** where I was told she would need clothing from her home. On 6/27 I went to the home and the alarm went off. I contacted ***** to alert them of our circumstances and agreed that I understood that they could not give me her code. I just wanted to make sure she wasn't charged for the police being dispatched. I was assured that before dispatch, they would call the emergency contact on the account (ME). This did not happen on 6/27 or 6/28 when the alarm went off and the police were dispatched both times. I can not seem to get connected to a supervisor or anyone in authority about this issue. I find it difficult to believe that this company has no contingency plan for issues like this with the elderly. I want to make sure my mother is not being charged for every time I have to go to her home and the police are dispatched for her alarm. I need someone in authority to ensure this is noted on her account for me and if there is a contingency plan, I would like that communicated to me.

      Business Response

      Date: 07/02/2025

      Indya Peoples
      *****************
      ***********, IN 46060
      July 2, 2025
      Re: ****** ******* / Customer #*********
      Case #********

      Ms.Indya People,

      This letter is in response to your correspondence regarding ******************* Brinks Home account. I have attempted to contact you at the phone number provided but was unable to reach you. Our review of Ms. ******** account indicates that no alarm billing was generated for **** 2025.

      Based on the information outlined in your communication, Brinks Home has agreed as a courtesy to waive any associated alarm fees related to the incident. If you or Ms. ******* received any direct notification from your local authorities or relevant jurisdiction regarding the alarm activity, please contact my office at the number provided to discuss potential restitution.

      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

      Date:06/28/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called to cancel my service 8/24..was told I had a 20 contract..false..I never signed a contact ..they kept drafting payment from my checking acct..I called three 3 to cancel service..finally I had to pay bank to block anymore charges from my acct..still getting a bill.goes up every month even though I have wrote to them and called..I do not owe this bill..want a 0 balance not a refund

      Business Response

      Date: 07/02/2025



      ****** ****
      ******************
      ******************
      July 2, 2025
      Customer #*********
      Case #********


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

      This letter is in response to your complaint regarding the Brinks Home Account. I attempted to contact you but was unable to reach you. Please be advised that your Brinks Home account associated with the address above is currently inactive, it was closed in 2022.

      Upon further review, we identified a second account at ********************************* This account had a ******** contract extension accepted in 2022 following your request to close the other account. Currently, 28 months remain on this contract. The rate of $19.99 was agreed upon during the acceptance of the extension, and a verification script was provided at that time. Based on this information, the charges are deemed valid, and Brinks Home respectfully declines your request for the account. should we call out what her request is?

      We would like to offer the option of a service technician to address any issues with your alarm system. Additionally, we can discuss upgraded options during the same visit. To schedule a service appointment, please contact me at your earliest convenience. If you prefer to proceed with canceling your account, ********************** is open to negotiating a buyout for the remaining term of your agreement.

      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

      Date:06/27/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a sales person come to my house. Tell me that they work with ADT and that they can upgrade all of my cameras for free. I told them that sounded great. Brinks sent an installer. They tore down all my old cameras put up theirs and put up a new security screen. Then gave me an iPad told me I had to sign this line letting them know that they came and installed these items. There was no other literature with it saying it was a contract. I asked them does this put me in any kind of contract he said no so I signed it. He was on his merry way the next month when my bill came it was for $78. We discussed 50 and cameras will not record. I call Brinks. They tell me those cameras arent even their cameras so they dont go with our system. Its a separate camera company that they work with sometimes and I actually have to download an app and subscribe to those cameras every month. So I told them Im not happy with the service and I asked if I can cancel everything they told me I signed a page saying 60 month contract. I never seen these documents. I was never emailed these documents and they will not let me out of their contract. The only way out is to pay $2000. I was not aware of any of this and I would not have signed that contract.

      Business Response

      Date: 07/02/2025

      ****** ******
      ***********************************
      ******************
      June 30, 2025
      Customer #*********
      Case #********

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

      Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, our records indicate you are currently in the initial term of a 60-month Alarm Monitoring Agreement which began on March 29, 2025, and ends March 28, 2030; currently 57 months remain in term.

      Further research disclosed a preinstall survey call confirming the validity of the alarm agreement in question. The survey call is available for review upon request through my office. Based upon our findings Brinks Home declines your request for the cancellation of your alarm agreement.

      As stated during our call, I will follow-up with you regarding your inquiry regarding any possible change to the contract term and a final resolution.  

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

    Brinks Home is BBB Accredited.

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