Business Profile

Burglar Alarm Systems

Brinks Home

Complaints

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

Customer Complaints Summary

3,768 total complaints in the last 3 years.
655 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.

Initial Complaint
Date:06/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Left ADT for bad service as we have used Brinks in our first house years ago. We have only had Brinks for approx 3 months. Within weeks of install, the sensor on one of the doors stopped working. We called and Brinks said they would have to charge us for someone coming out to fix. We explained that old parts were used from our ADT system, and it wasn't installed properly. They sent a tech out. After that visit, the sensor stopped working again on that same door. We have spent countless hours on the phone with Brinks where they are trying to assist us remotely to install the part properly but to no avail. We explained that we have no more time to dedicate to this and that it's never been installed properly from the start (because it continues to malfunction) and while they are sending out a tech, they are charging us for the service!! We explained that we are new customers and that they could easily look and see that the sensor hasn't been monitoring since install except for a few days, but they will not let us talk to a manager and they insisted on charging us for the visit to fix a faulty sensor. I've only been back as a customer since May and am wishing that I'd not switched from ***. I can't get anyone to help us and fix it as they should.
Business Response
Date: 06/30/2025
****** ******
******************************
****************************
June 30, 2025
Customer #*********
Case #********

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

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, a service technician has been scheduled to repair the alarm sensor at no cost. The service visit is currently pending for July 1, 2025.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
Date:06/25/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a 36 month contract with brinks in July of 2022 that should end in July of 2025, when I called to cancel the Account Manager *** stated that they emailed me in July of 2022 with an additional 24 month extension offer and that I accepted it. I received no such email or accepted any offer to extend. They are claiming to get out of the contract I now have to pay 24 months worth of services. The last contract I have on email is the 36 month original one from July of 2022 which I will include in this.
Business Response
Date: 07/02/2025

Matthew Kruse
1903 Eton Dr
Perryton,
TX 79070
July 2, 2025
Customer #704062850
Case #23518120

Mr. Matthew Kruse,

This letter is in response to your complaint regarding your Brinks
Home account. In your complaint, you questioned the validity of the extension
of your alarm agreement.

Upon reviewing our records, we note that you are currently under
an extended 36-month Alarm Monitoring Agreement that started on July 24, 2022,
and ends on July 29, 2027. Our records indicate that in July 2022, you were
sent an offer via email to [email protected], regarding an extension of an
additional 36-month contract. Please be advised that such offers can only be
accepted through a customer-confirmed email, which includes a verification
script and a written confirmation of acceptance and agreement.

As a gesture of goodwill, your account has been submitted for
cancellation. The cancellation process can take up to 30 days. Please allow
this letter to serve as notice that you have no further financial or
contractual obligation to Brinks Home.

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

Sincerely,

Marquisha Ray
Executive
Response Team
888-758-5900 x21877
Customer Answer
Date: 07/02/2025
I have reviewed the business’ response and accept this
resolution.
Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Brinks Home security scammed my account away from ADT Home security. They lied to me telling me they were taking over for ADT in our area. I was later informed from *** this was a lie. They had stolen my account. They claimed I signed a 60 month contract. Which I never did. They sent me a copy of a contract with an electronic signature that I never signed or authorized. The two guys that came to my house were sub-jobbers. One keeps you busy while the other installs your new wall panel. The only item they put in my house was the wall panel. Never replacing any door or window sensors. My back door sensor stopping working over two years ago and they wanted to charge me to replace a sensor they never installed at all. They can look at their records and see the last time I was able to set my alarm. I asked them to cancel my account back in January 2025. I would have never signed a ********************************************************** two years and plan on moving out of state. This is not a company anybody should trust. Read other BBB complaints.
Business Response
Date: 06/26/2025
***** ******
******************************************************************************
June 26, 2025
Customer #*********
Case #********

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

This letter is in response to the complaint regarding your Brinks Home account. My attempt to contact you at the number listed was unsuccessful.

Our records indicate you are in the initial term of a 60-month Alarm Monitoring Agreement which began on March 18, 2023,and ends March 17, 2028; currently 33 months remain in term. Our records indicate that during your call in 2024, a technician visit was offered, which was declined due to the $75 trip fee. Additionally, we have not received any further communication regarding your equipment since December 2024. Based upon our findings, Brinks Home respectfully declines your cancellation request. A copy of the contract has been added to this BBB response for review.

To resolve this matter,Brinks Home offers to dispatch a service technician to check and or repair your alarm equipment. If you elect to cancel your account, ********************** agrees to a discounted negotiated buyout of the remaining term of your alarm agreement. Otherwise, the account will remain active until the contracts end date of March 17, 2028.

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:06/24/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had this alarm system installed in 2011 and no longer wish to be with this company I want to cancel immediately.
Business Response
Date: 06/30/2025
****** *****
******************************************************************************
June 30, 2025
Customer #*******
Case #********

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

This correspondence is in response to your recent communication regarding your Brinks Home account. I attempted to contact you at the phone number provided;however, my efforts were unsuccessful. Your message requested the cancellation of your Brinks Home account.

Upon review of your account, our records indicate that you are currently under a contractual agreement with an end date of December 10, 2028. This contract was established following an equipment upgrade and rate reduction offer accepted on December 11, 2023. According to service Job #*********, the upgrade installation was completed on January 4, 2024. Based on this information,Brinks Home respectfully declines your request for account cancellation.

To facilitate a resolution, Brinks Home is willing to offer a buyout of the remaining term of your contract. A settlement letter will be sent to your recorded address, and the account will be scheduled for cancellation upon receipt of the settlement payment.

Please be advised that if the full settlement amount is not received, the account will remain active through the contractual end date mentioned above.

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:06/23/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Brinks contract expired on February 2024. Brinks claimed that because their service personnel came to my property to help connect the service when ever it was not working, they could not do anything because they claimed that the internet signal in our house was not strong enough, every time the personnel came To the home it extended the contract after February 2024, and until April 2026, amount to be paid monthly, ***** dollars, something that was never mentioned to us during the initial service order request. To this day the alarm system has not been working to include cameras, and other alarm devices. I have called them a couple of times asking for help with the service, but they claimed that if they send personnel to the property such action will extend the term of the contract even more for every visit that is made to the property. Something that was not mentioned before February 2024.
Business Response
Date: 06/26/2025
Jesus Lopezfebo
186 Wood Brook Trail
Buda, TX 78610
June 26, 2025
Customer #604195040
Case #23508949

Mr.
Jesus Lopezfebo,

Thank
you for speaking with me regarding your Brinks Home account. To recap our
conversation, your account has been scheduled for cancellation effective July
25, 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,

Rickey Ashley
Executive Response Team
1-888-758-5900 ext. 70253
Customer Answer
Date: 06/26/2025
I have reviewed the business’ response and accept this
resolution.
Initial Complaint
Date:06/23/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I already had a Brinks contract and apparently they asked if I wanted to keep my monthly rate the same and that renewed my contract for 4 plus years while I was already in contract? And I called in to ask about this and they wanted to extend me for another 15 months. This seems like a scam and Im not sure if they target me because Im a senior citizen. I want Brinks done.
Business Response
Date: 06/25/2025
Jeanetta Prewitt
2931 Griffa Ave
Columbus,
IN 47203
June 25, 2025
Customer #701195851
Case #23508898

Ms. Jeanetta Prewitt,

This letter is in response to your complaint regarding your
Brinks Home account. In your complaint, you requested the cancellation of your
account and disputed the extension of your alarm agreement. Our records
indicate that the initial contract extension resulted from a phone call in
August 2023, during which you inquired about the remaining contract term. The
representative informed you that there was no active contract at that time, and
you expressed interest in signing a new agreement. The representative then
provided a confirmation script, which you accepted.

Subsequently, an additional extension was applied to your
account as part of a rate reduction offer in January 2024; this extension
included equipment.

To resolve this matter, Brinks Home is offering a discounted negotiated
buyout of the alarm agreement at a discounted rate. A payment terms letter will
be mailed to your address along with the final bill amount. Once the payment is
received, your account will be scheduled for cancellation.

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,

Marquisha Ray
Executive
Response Team
888-758-5900 x21877
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase Brinks home alarm system. Almost three years ago, unfortunately, I sold my property and I moved, and I was homeless 3 months. Once I got my pro new property I had scheduled, and I called them.I bought it. But before this, I told him I was moving, I wanted to hold the charges. The person who I spoke to said yes, 2 months later, they were charging me money. So I called, and I spoke to a supervisor they said, we don't hold, but whoever told you will honor that everything was going fine. We'll give you a credit kill. Get your home new home. So I did, and January, I call them, and they offer me a new system, and I said, okay? And they asked me, the schedule are the setting up the system. Everything's going smooth. But then, when the appointment Came up, the guy had never showed up. I call them. I said you are coming. Can you come early or can you tell me what time are you gonna be around here? He said, no I don't have no time. I can tell you that it's between so on so so but you heard the first one, because he texts me his number. So that's how I talk to him, but there were never you never showed up. I called the company they said, we're gonna call me back. They'd never call me back now. When I called them, I say, you know what? This is enough, is enough. I'll cancel everything because you guys. Nobody calls nobody text, nobody does anything about that situation. I fed up. I've been calling nobody do nothing about it. So I wanted a cancel, the services. When I spoke to the supervisor February 28th, the 18th, sorry, the 18 of February, she said, you have a balance. And you can cancel because I was unhappy, everything worked out good. I paid 4 months pretty much. There's no more space. I think I already use all the the space that I need it but if you need me to answer my question, you can email me. And I can send everything supervisors, did not want her to help me. To listen the conversation, I need a lawyer to review the phone calls insane
Customer Answer
Date: 06/23/2025
Yes, what I would like to say is that they told me the last conversation I had on Friday. In order for me to get the recording message or the recording conversation. I need a lawyer. They trying to steal me money from me. This company it's a thief. I finished with them pretty much the contract with pain that 200 and Some dollars, so please help me.Thank you
Business Response
Date: 06/26/2025

Edwin Miranda
712 East 120th Street
Spc #507
Los Angeles, CA 90059
June 26, 2025
Customer #706152667
Case #23507511

Mr.
Edwin Miranda,

Thank
you for speaking with me regarding your Brinks Home account. To recap our
conversation, your account has been scheduled for cancellation effective July
25, 2025, and the bill balance waived. Currently your account reflects a $0.00
balance.

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,

Rickey Ashley
Executive Response Team
1-888-758-5900 ext. 70253
Customer Answer
Date: 06/26/2025
I have reviewed the business’ response and accept this
resolution.
Initial Complaint
Date:06/23/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contract has expired. Being charged *****/ mo. Called to cancel was told to complete a form which we were told was sent via email. It never came. Sent email to corporate executives at Brinks detailing out issue and desire to cancel. No response. Had bank stop payments. Brinks has threatened collections. Tried calling again. **************** was very rude, claimed we need to verify ID by email.
Business Response
Date: 06/25/2025
Jessica Winitzky
640 N West Capitol St
Salt
Lake City, UT 84103
June 25, 2025
Alex Stephens/Customer #603089012
Case #23507368

Ms. Jessica Winitzky

This letter is in response to your complaint regarding the Brinks
Home Account. My attempt to speak with your wife at the number provided on the
account was unsuccessful.

As a gesture of goodwill, the account has been submitted for
cancellation and any balance has been waived. The cancellation process can take
up to 30 days. Please allow this letter to serve as notice that you have no
further financial or contractual obligation to Brinks Home.

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

Sincerely,

Marquisha Ray
Executive
Response Team
888-758-5900 x21877
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Brinks Home customer for 5.5 years for my home and business. We recently moved to a new address. I called 6/16/25 and I wanted to cancel but was told we would have to pay for the remaining contract for 2 years but we could do a transfer of service. I agreed to this and needed a tech to come install and transfer our service. A week goes by and we closed on our new home. I called again on 6/23/25 to inquire when we can expect a tech to come out and install services. I was told it would be mid August. I informed them that was not acceptable because it left us without service for 2 months and my new home insurance policy needed proof of a security system within 15 days of my close or my rate would increase. I asked to cancel the policy because they were not able to provide safety for my family or provide me with a coverage for my home insurance policy. They refused and stated if I wanted to cancel I would have to pay the $850 to cover the remaining contract. I stated I felt this should not be owed because they are not providing a service and therefore I should be allowed to shop for a system that could be installed in a timely manner. They offered to do a "remote tech" set up where I install the system myself. I did not want to do this because I feel a tech should be able to install the system and ensure it is running properly. I told them to cancel because I will need to get a system that will protect my house sooner than two months. They held firm to their fee. This goes to show that Brinks cares first and foremost about sticking it to the customer and not in service...even if they cannot provide it. I have a family with 5 young children. We travel often and the fact they could care less about me getting coverage is a slap in the face to a customer of 5.5 years. I have canceled my business and my home. However, I feel I should not be responsible for the fee because they are not able to provide service.
Business Response
Date: 06/25/2025

Richard Kramer
21431 W 189th Terrace
Spring Hill, KS 66083
June 25, 2025
Customer #705875169
Case #23428737

Mr.
Richard Kramer,

Thank
you for speaking with me regarding your Brinks Home account. To recap our
conversation, your account has been scheduled for cancellation effective August
2, 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,

Rickey Ashley
Executive Response Team
1-888-758-5900 ext. 70253
Initial Complaint
Date:06/23/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need to cancel with this company I called to do that and they are claiming I owe $705.36!I want my account canceled with $0 owed to Brinks. I have been changing all my own batteries in my sensors and have to change the window sensor in my back room every few weeks. When I called to have them help they tell me I need to pay $75 when I signed up with brinks the salesman told me it would be free service if I ever had an issue. I just want to cancel completely and no longer wish to do business with Brinks.
Business Response
Date: 06/26/2025
**** ******
**********************
Kokomo,IN 46902
June 26, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding the Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you request cancellation due to continuously having to change the batteries in your sensors and being offered a tech visit for a fee. Please feel free to contact me directly to address your 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: 06/27/2025
I am rejecting this response because: I want my account cancelled with no money owed.
Business Response
Date: 07/02/2025

**** ******
3299 ******* Ln
Kokomo,IN 46902
July 2, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding the Brinks Home account. My attempts to contact you regarding this matter have been unsuccessful.

Currently, we are unable to cancel your account without incurring a penalty, as there are 30 months remaining in your contract term. The contract is scheduled to end on January 1, 2028. In your complaint, you cite frequent battery replacements for your sensors and the offered fee-based technician visit as reasons for cancellation.

Please feel free to contact me directly to address your 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: 07/02/2025
I am rejecting this response because: They did not offer to replace sensor that requires multiple battery changes each year nor send a technician to evaluate the problem,
Customer Answer
Date: 07/03/2025
I would like to cancel this request as I have mailed payment which should cancel my account.
Thank you,
**** J ******

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