Complaints
This profile includes complaints for Brinks Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,721 total complaints in the last 3 years.
- 642 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/03/2023
Type: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.
Services promised in the crossover agreement with **** was not provided. The similar equipment replacement was not granted. We were told we had to buy other equipment. Several of my sensors and thermostat sensors are not compatible. I am told by the brinks installers that it is my responsibility to fix. Not fair.
Business Response
Date: 04/13/2023
*****************************
**************************
*********, ** 37922
April 13,2023
Re: ***************************** / Customer #*********
Case #********
Dear *****************************,
Thank you for taking the time to speak with me regarding your Brinks Home account repair issues. To recap our conversation, in researching your concerns listed,it was agreed that your thermostat and contact sensors would be replaced at no cost at the time of the initial install. Furthermore, in reviewing the service plan on the account, Home Automation devices, including but not limited to thermostats and indoor or outdoor cameras, are not covered. Therefore, to replace any defective or malfunctioning Home Automation component would ensue a replacement fee.
However,as discussed, it was agreed to add-on our Brinks Home plus service plan, and as a courtesy, Brinks Home would reduce your monthly monitoring rate to offset the service plan fee. In addition, a service appointment was scheduled for the morning of April 25, 2023 to have your thermostat and additional sensor(s)replaced at no cost. We apologize for any inconvenience you may have experienced while trying to resolve this matter. We thank you for the opportunity to serve you as your alarm monitoring provider. We look forward to protecting you and your family for many years to come.
If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
***************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:04/03/2023
Type: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 have reviewed the business response and accept this resolution.Business Response
Date: 04/14/2023
*****************************
***********************************************************************;
April 14,2023
Re: ***************************** / Customer #*********
Case #********
*********************************,
Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective May 30,2023. 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., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:04/03/2023
Type: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.
Hi,
Correction: the home at 588 ***** was sold November 10, 2022.
588 *****, *******, ***** 77006
Business Response
Date: 04/13/2023
***** Parks
************ 14D
********, ** 10044
April 13,2023
Re: ***** Parks / Customer #*********
Case #********
Dear *********************,
Thank you for taking the time to speak with me regarding the cancellation of your Brinks Home account. To recap our conversation, Brinks Home has manually submitted your account for cancellation effective April 14, 2023, and as a courtesy, waived the final bill balance. Please accept this letter as formal confirmation that you have no further contractual or financial obligation to Brinks Home. We thank you for the opportunity to serve you as your alarm monitoring provider.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
***************************
Executive Response Team
*************************
Cc: Better Business BureauCustomer Answer
Date: 04/17/2023
I have reviewed the business response and accept this resolution.
Thank you so much for taking the time to discuss and resolve the issue.
Initial Complaint
Date:04/03/2023
Type: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.
Complaint 53737227-7E547
on Friday April 10 th an amount of over $112 was withdrawn from my bank account. I checked the *** return and the return had been delivered on April 19 th regardless this amount should not have been withdrawn. I tried to reach out to the respondent and he was off his assistant was unable to help me. I need to have this amount reversed immediately and put back into my bank account .
Business Response
Date: 04/13/2023
***********************
408 ****************
*************, ** 76310
April 13,2023
Re: *********************** / Customer #*********
Case #********
***************************,
This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised, Brinks home agrees to cancel your account upon the return of the alarm equipment. Our records indicate a return label was sent to the email address of record per tracking #1ZW2691Y9095902373. Once the equipment has been returned to our facilities the account will be scheduled for cancellation and there will be 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., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauBusiness Response
Date: 05/17/2023
***********************
408 ****************
*************, ** 76310
May 17,2023
Re: *********************** / Customer #*********
Case #********
***************************,
This letter is in response to your rebuttal regarding your Brinks Home account. My attempt to contact you regarding this matter on May 4, 2023 was unsuccessful.Please be advised, your Brinks Home account is scheduled for cancellation effective May 19, 2023. Our records confirmed the alarm equipment was returned to our facilities on April 20, 2023. In addition, our records confirmed the payment of $112.45 which was processed on April 21, 2023 was returned by your financial institution on April 28, 2023. 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., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:04/03/2023
Type: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 a security system through **** DigitalLife. **** discontinued the service and offered, through an agreement with Brinks, to transition the service at the same rate, I entered into the agreement on 9-1-2022. Brinks scheduled an appointment for installation but their staff did not show, We arranged for yet another installation, but the system was not installed until December 14th. The installer left the **** box. We asked if we needed it, and he said no but that he was instructed to leave the old equipment. He also left the smoke detector and, instead of swapping it, put the new one less than a foot from the floor, which goes against the directions for installation on every smoke alarm Ive ever installed. Due to a family situation, we travelled out of town that week. Upon our return, we discovered that the security alarm sounded every time we opened the door. And it SCREAMED for several minutes EVERY SINGLE TIME. We called Brinks and their automated system said they didnt provide support on the weekend. We even tried the emergency line and never reached a person, which is alarming. We were basically trapped in our home for two daysuntil **** called because they noticed the alarm going off. We explained the situation and they told us to cut the power to the box the Brinks installer said we didnt need. We cut it. The Brinks system went down. I was finally able to reach a Brinks employee a few days later. She said we damaged the equipment and would need to pay to fix it. I told her I wanted to cancel the service. She told me I could not cancel the service because that was only allowed within the first ********************************************************************* the equipment to cancel the contract, but wed only had equipment for a week. I feel this is an intentionally fraudulent process. They dont install the equipment and provide poor service until AFTER the 30-day out clause. How would I have known within 30 days that this would be a horrific experience? I was told fixing the equipment would cost hundreds, but theyd waive it if I extended the contract. Financially, that felt like the wisest decision, though I discovered it was not. I was charged for the fix anyway, and it was only $50, not hundredS at threatened. While the system now works, the billing is off, they charged $4.99 for mailing the bill, despite every previous written communication occurring by email and no one ever asking if I wanted a printed bill. The system was installed Dec.15. I was told I wouldnt be billed the first month because of the no-show on the original install day. I was charged $77.32 for Dec. 17- Jan 16. (My contract is for *****.) I complained about the charge and was told theyd check into it. My money was never refunded. I complained about the paperless charge, but still had to pay it. I received conflicting information on calls about how to receive paperless billing. I had to call in to set up the ability to pay online because the setup doesnt work on the phone app, despite the app allowing you to try. I paid online that same day. I was told I didnt pay and was charged a late fee. In all, this has been an AWFUL experience, which Ive shared with Brinks, to no improvement. Had I been allowed to term the contract within 30 days of install, I could have stopped the agony. Id like ********************** to term my contract, without penalty, in return for their equipment. They should have allowed me to cancel on the first call.Not including documentation because the Terms say not to include identifiable information. Happy to provide upon request, .Business Response
Date: 04/14/2023
***********************
7052 **************
************, ** 62025
April 14,2023
Re: *********************** / Customer #*********
Case #********
***************************,
Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, Brinks Home agrees to cancel your alarm account upon the return of the alarm equipment installed. As stated during the call, a return label will be email to the address of record and the account scheduled for cancellation upon the receipt of the alarm equipment in our facilities. 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., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:04/03/2023
Type: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 have reviewed the business response and accept this resolution. However, I do hope that I dont receive another bill for this matter. If I do receive another bill regarding this matter I will be contacting a lawyer.ted a final bill. Since then I have called 2 more times requesting the same thing and I have yet to receive anything. At this point I am tired of wasting my time and all I want is my contract canceled. Also, om January 12th 2023 I initially filed this complaint against ************.I have attached multiple letters and a statement I recently received from Brinks regarding my account. In the first letter you can see that the requested amount $242.80 was required in order to cancel my account. Then the statement shows that I paid the $242.80. The last letter shows that they are now saying that they are unable to cancel my contract. So, basically they lied about what was agreed upon with this claim. At this point, Im not really sure how to proceed.I was talking with ************************* from the Executive Response Team at Brinks.Business Response
Date: 04/11/2023
*********************
*******************************************************
April 11,2023
Re: ********************* / Customer #*********
Case #********
*************************,
This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised, your account is currently inactive. Our records indicate the negotiated settlement payment was received on March 8, 2023 and the account was cancelled on April 10, 2023. Therefore, please accept this letter as formal confirmation that there is no further 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., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:04/03/2023
Type: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.
BrinksHome did not meet the necessary obligations for which we contracted with them. The monitoring service placed in our home did not notify us when someone came through any of the doors either with the audible siren or report a person in the house to the police.We notified the customer service and were told to go through the process of resetting the alarm system. We explained that it was not in working order. We asked that a service representative come onto our premises to aid in reestablishing the system. The rep informed us that Brinks didn't have a "walk-on" service to help us. Instead, the rep said we would receive a new "eye" and we were to install it ourselves. When the "eye" arrived, we were to remove the current one and replace it with the new one. However, the eye currently installed is high up (about 14 feet) in the corner of a wall nearest one of the doors. We didn't even have a ladder that high, and at 77, little desire to climb one.So...after notifying Brinks that we were severing ties with this company, in writing and with the final payment,(also noting in writing) our intent to end this service on the check), we thought we were finished with this company.Not so.The next month, we received another bill. I attempted to call, but was never connected to a representative who could complete the discontinuance of this service. I felt I had to pay, and did so, noting once again that we no longer wished to have Brinks security "monitoring" our home. Wrote it on the bill...wrote it on the check.This week we received another bill with an overdue billing notice and a "threat" to report our information to credit bureaus. We need help to dismiss this service entirely and to notify others of the inability of Brinks to fulfill their obligations. This has been a bad dream. At this point, they have been paid for services not rendered, but undo billing and inability to fulfill their obligations as contracted.Business Response
Date: 04/14/2023
*********************************
32 ***********
************** 45327
April 14,2023
Re: ********************************* / Customer #*********
Case #********
Dear *********************************,
This letter is in response to the complaint we received regarding the cancellation of your Brinks Home account. In your correspondence you are requesting your account cancelled citing repair issues and multiple unsuccessful cancel requests.
In researching your concerns listed, I found you are within the initial 60-month term of your Alarm Monitoring Agreement beginning March 22, 2022 and ending March 21, ****; currently 47-months remain. Furthermore, per your Alarm Monitoring Agreement, Section 6. Customer Duties: The Customer is responsible for testing their system monthly and anytime there is a change to any aspect of the transmission system. In reviewing your account, our records failed to show monthly tests being completed on your system. Please note, customer duties are important as they help to ensure that the transmission system functions properly. Based on my findings, Brinks Home will respectfully decline your request to cancel the account without penalty.
In addition, per your conversation with our Tech Support Specialist on January 5,2023, to properly cancel your account it is recommended you call and receive the cancellation procedure from an account manager. To resolve this matter amicably, Brinks Home offers a negotiated buyout of the remaining 47-months in term and the current bill balance. Please contact me directly to further discuss.
However,it is my hope we would be able to repair your faith in Brinks Home and provide you with the experience we want all our customers to receive. Should you wish to not discontinue your service, Brinks Home offers to send a technician to service your property, replace any malfunctioning components, and apply a billing adjustment to the past due balance. Please contact me directly to schedule. We apologize for any inconvenience you may have experienced while trying to resolve your account concerns. We thank you for the opportunity to serve you as your alarm monitoring company.
For further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
***************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:03/31/2023
Type: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.
Dear Better Business Bureau,
Brinks did call ********************************* (customer of complaint) and have set up a date (of Monday, April 24, 2023) to return to her home and uninstall the Brinks Security System,
give her a return box and label. Once they remove the system, she will send it back to Brinks where the account will be closed . Upon confirmation of this closure from Brinks to
the Better Business Bureau and *********************************, she will consider this dispute to be settled.
Thank you for all your help in this matter.
filled in Rep name, under special terms and conditions "*free service". He did not give her a copy of the Special Terms and Conditions or tell her if and what they were .He filled in System Type DIGITAL. She told him she DID NOT want digital. He made her sign the piece of paper, It did not have info on Brinks, it did not have a date,no account number. He took her bank acct number to sign her up for autopay. but only the acct # not route#. He left, other man came in to install system. She told him she liked her ADT, asked if Digital he said yes and again said I DO NOT want, do not put in. He did anyway. made her sign electronic tablet. She couldnt see the screen, didnt understand how to use, couldnt hear the chime. They said they would be back with louder chime., She told them again take out she didn't want. They said if they put ADT back she wouldn't have emergency serv or with Brinks and left. Day 2 she called left message to take out cancel. They will not cancel/took $ out of Acct, calls not returned.Customer Answer
Date: 05/01/2023
I am rejecting this response because:Business Response
Date: 04/13/2023
***************
3989 *********
*******, ** 32428
April 13,2023
Re: ********************** / Customer #*********
Case #********
Dear *****,
This letter is in response to your complaint we received regarding your Brinks Home account. Thank you for taking your time to speak with me today regarding your concerns. In your complaint you requested the cancellation of your account citing difficulties with the initial installation of your alarm system.
To resolve this amicably, Brinks Home has agreed to submit the account for cancellation upon the return of the equipment that was installed. For your convenience,a service ticket was opened to send a technician to uninstall the Digital Panel.Please allow 2-3 business days for a member of our scheduling team to contact you and schedule an appointment. Once the equipment is received back in our office, your account will be submitted for cancellation and there will be no further contractual and/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., **************** Time.
Sincerely,
***********************
Executive Response Team
*************************
Cc: Better Business BureauBusiness Response
Date: 05/11/2023
***************
3989 *********
*******, ** 32428
May 11,2023
Re: ********************** / Customer #*********
Case #********
Dear **********************,
This letter is in response to your complaint we received regarding your Brinks Home account. Thank you for taking your time to speak with me.
Per our conversation, your account has been cancelled with no further or contractual or financial obligations. You may disregard any billing statement you may have received. If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
***********************
Executive Response Team
*************************
Cc: Better Business BureauCustomer Answer
Date: 05/25/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:03/31/2023
Type: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.
We enrolled with services with Monitronics in Sept. 2015, some 2 years later they were acquired by Brinks Home Security and the transition was seamless. Over the course of time we began to notice that when our youngest daughter who is on the autism spectrum would set off the alarm by opening secured doors and she is not capable of entering in the correct code the alarm would be set off and we would not receive a call from Brinks. After much frustration my wife spoke with a Brinks representative and cancelled the service. The last monitoring we received from Brinks was May 2021. Recently a collection account showed up on my credit report for $796.00 for ZION ************** Upon reaching out to them I was informed this was from Brinks/Monitronics. We cancelled because we were paying for a service that we were not receiving. We are a hard working family and its like unless you have time to make phone calls with long waits and track mailings that we are at the whim of these predatory companies. I know we cant be the only family that only when needed found out that we really in fact had no real protection. This is so unfair to not only, not provide the service while continuously charging us but to make us believe we are protected until we realize that we are not protected and then to charge us needlessly when we decide to cancel our services. This is so vey unfair.Business Response
Date: 04/13/2023
***************************
8506 ****************
*************, ** 77459
April 13,2023
Re: *********************** / Customer #*********
Case #********
Dear ***************************,
This letter is in response to your complaint we received regarding your Brinks Home account collection dispute.
In reviewing your concerns listed, our records indicate Ms. ***** spoke with an account manager on October 1, 2020 and requested the cancellation of the account. At that time, a cancel DocuSign was sent to the email address of record. In reviewing the account, our records failed to show the cancel document was returned. Please be advised, per your Alarm Monitoring Agreement,you are required to provide a 30-day written notice of termination. As of today, there is no record of a written notice being received and processed.Based on my findings, the balance owed from 2020 for the above referenced account is valid and was purchased by Zion Debt Holding in November of 2022. At this time, any further correspondence regarding this matter should be directed to the agency assigned at ************.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
***************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:03/31/2023
Type: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 have reviewed the business response and accept this resolution.Business Response
Date: 04/07/2023
***************
5014 ********************
******, ** 30080
April 7, 2023
Re: *************** / Customer #*********
Case #********
Dear ***************,
This letter is in response to the complaint received regarding your Brinks Home account. My attempt to contact you today to further discuss your concerns was unsuccessful.Please be advised, per our 30-day cancellation policy, you are required to call the company and complete the then current cancellation procedure at least 30 days prior to the accounts termination. Our records indicate, you initially contacted us March 31, 2023.During that conversation, a cancellation DocuSign was sent to the email on file,and we subsequently received the completed form on April 3,2023. Please be advised, the 30-day notice needed to cancel your account started April 3, 2023.Therefore, our investigation determined all monitoring fees leading to the cancellation date of May 2, 2023 are valid.
To resolve this matter amicably, and as a courtesy, Brinks Home has agreed to expedite your request and cancel your account on April 11, *********** accept this letter as formal confirmation 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 4:30 p.m., **************** Time.
Sincerely,
***********************
Executive Response Team
*************************
Cc: Better Business Bureau
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