Complaints

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

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• 

  Brinks Home

  1990 Wittington Pl Dallas, TX 75234-1904

  
• 

  Select Security

  829 Grant St Franklin, PA 16323

• 

  Select Security

  213 E Plank Rd Altoona, PA 16602

• 

  Brinks Home Security

  868 Town Center Dr Langhorne, PA 19047

• 

  Brinks Home Security

  17960 US Highway 431 S STE 106 Headland, AL 36345

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:09/16/2022

  Type:Product 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.

  This all started when we tried to upgrade our panel to a more user-friendly panel. After 45 minutes on the phone with technical support waiting for them to upload our sensors to the cloud so they could download them to our new panel, our sensors suddenly disappeared from our account, and the phone line went dead (he hung up on me). I called back in, and after waiting another 30 minutes to speak to a different person, the new person insisted that *I* had deleted the sensors, not the technical support person I had just been on the phone with for 45 minutes. At this point we decided to return the expensive new panel and cancel our account with Brinks. The date was July 30th.
  Using the UPS return label that Brinks provided, we returned the panel, which UPS tracking shows that they received on August 18th, but it took them until September 8th to credit us for it. They didn't even credit the original payment method but instead posted it as a credit to our account. When we finally received some sort of credit for the panel, I called in to officially cancel our account with them, only to find out that, 2 days after I had the horrible experience with technical support, they claim that I agreed to a new 36-month contract extension on August 1st, which I absolutely did not. I asked the customer service rep if she could produce a document with my signature on it that showed I had agreed to an extension, which she could not, but she refused to let me cancel my account without paying the balance of the 34 months still left. I never agreed to a contract extension, and they are saying I have to pay $1,256.30 in order to cancel a contract I never agreed and definitely never signed.
  

  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/10/03) */
  **** ********
  2600 Seymour Ter
  Henrico, VA XXXXX
  October 3, 2022
  Re: **** ******** / Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Dear **** ********,
  
  This letter is in response to your complaint we received regarding your Brinks Home account.
  
  Thank you for taking the time to speak with me regarding your account concerns. To recap our conversation, you confirmed your bank of record reversed the payment made for the IQ2 panel. Therefore, Brinks Home respectfully declines your refund request. Furthermore, as discussed, the account has been manually submitted for cancellation effective October 25, 2022, and as a courtesy, your **** balance has been cleared. Please accept this letter as formal confirmation that you have no further contractual or financial obligation to Brinks Home.
  
  Please note, your account reflects a $0 a balance and you may disregard any billing statements you may receive. We apologize for any inconvenience you may have experienced while trying to resolve this matter.
  
  If you need further assistance, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  Sincerely,
  
  Wyndel Griffin
  Executive Response Team
  X-XXX-XXX-XXXX ext. XXXXX
  
  Cc: Better Business Bureau
  
  
  Consumer Response /* (2000, 7, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company agreed to reverse the 36-month contract that I did not agree to and close my account effective Oct 25, 2022 with no further financial obligation on my behalf.

• Initial Complaint

  Date:09/15/2022

  Type:Product 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.

  On September 8th 2022 Brinks home security monitoring was installed in my home. On September 9th one of the monitoring sensors failed. It the following days September 10th 12th 13th and 14th I had a sensor fail each day and on Sept 14 the control pad displayed a message indicating that it was not getting AC power which means that's running on batteries and it will go dead within 48 hours.
  
  In the meanwhile, since the failure of the first sensor on Sept 9th, I have been calling Brinks Customer and Technical support expecting to get help. As of the time of writing this complaint, and having spent hours on the phone, I have not been able to get any help from Brinks support. The level of utter disregard to the customer needs from Brinks is on the level that I have not encountered in my whole life. ( I am middle aged)
  I have spent hours calling and trying to get help. I can prove it with phone logs. I was hung up on disconnected and lied to. From Sept 9th on through Sept. 15th there has been Brinks equipment failure every day. Brinks customer support was indifferent to the issues and the soonest they could send a tech to my place is Sept 24th. The security control pad, showing that it has no AC power will go dead in 48 hours and I will have no home monitoring at all. I need someone to fix the system ASAP (which I know is not going to happen)
  
  I would also like refund for the days the system failed.
  
  Thank you!

  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/09/30) */
  ***** ******
  ******************************** XXXXX
  September 30, 2022
  Re: ***** ******/ Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Dear James ******
  
  This letter is in response to the complaint received regarding your Brinks Home account. My attempt to contact you at the number associated with the complaint was unsuccessful. Upon review of your account, I was able to locate a completed service call from September 24, 2022. However, the notes from the job indicate a sensor may still need to be replaced. Please contact me directly so we may discuss and resolve your concerns. We apologize for any inconvenience this matter may have caused you.
  
  If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., Central Standard Time.
  
  Sincerely,
  
  Kaila H***
  Executive Response Team
  1-888-758-5900 ext. XXXXX
  
  Cc: Better Business Bureau
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Brinks has not addressed the problem and meanwhile additional equipment has been failing. I tried contacting Kalia H*** at Brinks few times, left her voice mail, but haven't been able to talk to her.
  
  
  Business Response /* (4000, 9, 2022/10/14) */
  ***** ******
  ******************************** XXXXX
  October 14, 2022
  Re: ***** ******/ Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Dear ***** ******,
  
  This letter is in response to the complaint received regarding your Brinks Home account. My attempt to contact you at the number associated with the complaint was unsuccessful. Please contact me directly so we may discuss and resolve your concerns. We apologize for any inconvenience this matter may have caused you.
  
  If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., Central Standard Time.
  
  Sincerely,
  
  Kaila H***
  Executive Response Team
  1-888-758-5900 ext. XXXXX
  
  Cc: Better Business Bureau
  
  
  
  
  Consumer Response /* (4200, 11, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The system was finally fixed after a month of issues.
  I also had asked that Brnks wave at least one month of payment during which their system was not working properly.( I had spent numerous hours with Brinks technical support and I was getting no help. It was only after I complained to the BBB that things started to move).
  
  I've been trying to speak to Kaila H*** at Brinks but she is never available when I call. She left me a voice mail and I have called her back numerous times, left voicemail as well, but she was never available to speak with.
  
  Thank you
  
  
  Business Response /* (4000, 13, 2022/10/21) */
  ***** ******
  ******************************** XXXXX
  October 21, 2022
  Re: ***** ******/ Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Dear James ******
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, you confirmed the system issues have been resolved and a credit of $33.81 was applied to your account. We apologize for any inconvenience this matter may have caused you.
  
  If you have any other account concerns, I am available Monday through Friday from 7:00 a.m. to 3:30 p.m., Central Standard Time.
  
  Sincerely,
  
  Kaila H***
  Executive Response Team
  1-888-758-5900 ext. XXXXX
  
  Cc: Better Business Bureau
  
  
  Consumer Response /* (2000, 15, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/07/2022

  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.

  I have an active contract with Brinks for Home Security.
  I transferred service to a new location in April 2022 ( I bought a house)
  Brinks has rescheduled their transferred installation services since April 2022. My last appointment was on Aug 31, 2022. Brinks did not call nor reschedule.
  Due to Brinks not being able to get a technician out to my residence for 6 months, I am trying to void the contract with them. Brinks refuses to void the contract unless I pay $657 to them which are fees of early cancellation. Brinks is now harassing me with payment, They are charging me monthly for a service I can not use nor can they fulfill on their end. This account is also on my credit report which I would like removed as well.
  

  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/21) */
  ******* ******
  **** ***** **
  ********* ** XXXXX
  
  
  September 21, 2022
  Re: ******* ****** / Cust#XXXXXXXXX
  Case#: XXXXXXXX
  
  Dear ******* ******,
  
  This letter is in response to the complaint we received regarding the cancellation and the credit profile adjustment of your Brinks Home account. My attempt to contact you has been unsuccessful.
  To resolve this matter amicably, Brinks home agrees to clear the current bill balance on your account and correct your credit profile. Please allow 30-60 days for your credit to be updated.
  
  In addition, Brinks Home has submitted your account for cancellation effective September 29 ,2022. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for the inconvenience experience 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., Central Standard Time.
  
  Sincerely,
  
  Hector *****
  Executive Response Team
  X-XXX-XXX-XXXX ext. XXXXX
  Cc: Better Business Bureau

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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 reached out to Brink to cancel my services due to not monitoring my home. I filed a review with BBB on June 20 and reached out to the executive response team with Brink. The executive response team was pleasant and sent me the form to terminate the contract. I explained to him, how many times I was transferred and never received any assistance. I paid the full balance owed of $60.63. I received a receipt confirmation number GT527A2 paid on June 18, 2022, showing a $0 balance owed. I also screenshot the account showing no balance. Then last week I received a balance owed of $38.35 due on August 28. The guy from the executive response said not to worry and that I don't owe anything. Sign the document from DocuSign and thought that was it. Needless to say that I will not be paying for service I didn't receive and have had CPI for several months.

  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/20) */
  ****** *******
  **************************** XXXXX
  September 20, 2022
  Re: ****** **** ******* / Customer #XXXXXXXX
  Case #XXXXXXXX
  
  Dear ****** *******,
  
  This letter is in response to your complaint we received regarding your Brinks Home account.
  
  My attempt to contact you at the number provided has been unsuccessful. In reviewing your account, we found you spoke with my colleague on June 22, 2022. You requested the cancellation of your account. At that time, a cancel DocuSign was sent to the email provided and was returned on June 23, 2022. The account is scheduled to cancel effective July 23, 2022; currently inactive. Furthermore, our records confirm your final payment of $60.63 was received June 18, 2022, and a credit to waive your final pro-rated bill was applied on September 8, 2022. Therefore, you may disregard any billing statements you may have received. Please accept this letter as formal confirmation that you have no further contractual or financial obligation to Brinks Home.
  
  If you need further assistance, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  Sincerely,
  
  Wyndel G******
  Executive Response Team
  1-888-758-5900 ext. XXXXX
  
  Cc: Better Business Bureau

• Initial Complaint

  Date:09/06/2022

  Type:Product 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 have moved from the home where Brinks service was installed. When I called to cancel the service I was told that I had to pay off my contract, which should have expired in February 2022. I was told my contract had been extended to February 2025, which was news to me. I didn't extend the contract. I am being billed over $800 for services that will not be provided. I am being ripped off. They said they would report me to the credit bureau if I don't pay.

  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/19) */
  ******* *****
  ************************************************ XXXXX
  September 19, 2022
  Re: ******* ***** / Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Dear ******* *****,
  
  This letter is in response to your complaint we received regarding your Brinks Home account.
  
  We apologize for any inconvenience you may have experienced while trying to resolve your account concerns. In reviewing your account, I found you spoke with my colleague on September 9, 2022. Per your conversation, your account was manually submitted for cancellation, and a refund request was submitted to refund June 2022 through July 2022 bill payments back to the bank of record. Allow up to 21 business days for processing. Please accept this letter as formal confirmation that your account is inactive, and there is no further contractual or financial obligation to Brinks Home.
  
  If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  Sincerely,
  
  Wyndel G******
  Executive Response Team
  1-888-758-5900 ext. XXXXX
  
  Cc: Better Business Bureau
  
  
  Consumer Response /* (2000, 7, 2022/09/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept Brinks response to my complaint, and consider the matter closed.

• Initial Complaint

  Date:09/01/2022

  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.

  We have had service with Brinks for about 10 years. In the last two year or so one of our sensors has stopped working. We haven't made any effort to contact the company regarding this until last week. We called asking for a technician to come evaluate the issue with the sensor. Instead of being provided with that request, we were given options to troubleshoot over the phone. None of these resolved the issue, and it is clear that the sensor in the living room is the issue because the alarm panel clearly states that is the what is causing the alarm to trip. Because we were not able to get a technician sent to the house, and because the alarm can't be used due to the faulty sensor (and we don't want to pay charges to our local police department for it going off without cause) we asked to cancel our service with Brinks.
  
  After finally being transferred to the right department to request a cancellation, we were told that we cannot cancel without a handwritten note stating our intent to cancel and by clicking a link via an email that we are yet to receive.
  
  We are not being provided with the service we are paying for due to faulty equipment that we cannot get fixed, and we are not having success in discontinuing the service. We do not want a refund or any money back - we just want to discontinue our service and stop paying for future security monitoring through Brinks.
  

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/09/14) */
  ***** **********
  **************************** XXXXX
  September 14, 2022
  Re: ****** ********** / Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Ms. ***** **********,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective October 2, 2022, and the final bill balance has been 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 you may have 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,
  
  Rickey A*****
  Executive Response Team
  1-888-758-5900 ext. XXXXX
  
  Cc: Better Business Bureau
  
  
  Consumer Response /* (2000, 8, 2022/09/15) */
  My issue with Brinks home security has been resolved and this case can be closed.
  
  Thank you,
  ***** **********

• Initial Complaint

  Date:08/31/2022

  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 cancelled my Services as of June 30th - July 1st 2022( according to New services invoice)
  I noticed they were still billing me for July, and August after verbally cancelling by phone, they did send the Docusign form , but when i went in to sign it had cancelled.
  ( I was not informed there was a time frame to complete) I since talked to 3 employees who had stated that you must sign this to cancel, today they said since I signed the document on 8/27/2022 they will charge me for another month, l have not had any services with them for 2 months, Im disputing this September payment, when asked if I block the draft then they said they would send a bill and l stated if I dont pay you will send me to a collection agency as stated on the form? They have not gotten a security signal from me in 2 months, there equipment was replaced, l stated since you have not received a signal from me , why didn't you all check to see if my equipment was working properly. or because the Docusign wasn't signed to see if I still wanted services.

  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/15) */
  ***** ****
  *************************** XXXXX
  September 15, 2022
  Re: ***** **** / Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Dear ***** ****,
  
  This letter is in response to your complaint we received regarding your Brinks Home account.
  
  My attempt to contact you at the number provided has been unsuccessful. In researching your concerns, our records disclosed you called in on July 8, 2022, and spoke with an account manager regarding terminating your service due to switching providers. We confirmed that, during that call our representative provided the proper cancel procedure and advised of the cancel document being time sensitive. Per your Alarm Monitoring Agreement, each customer is required to call the company at least 30-days prior to cancellation to receive the cancellation instructions and cancellation form to complete. Regrettably, our records failed to show receipt of your successfully completed cancellation document in July of 2022. Our records do indicate our office received your properly completed cancellation form August 29, 2022. Therefore, the account is schedule for cancellation effective September 28, 2022, and as a courtesy, your final bill has been waived.
  
  Furthermore, to resolve this matter amicably, Brinks Home agrees to accept your verbal cancellation request on July 8, 2022, and refund $40.90 back to the bank of record. Allow up to 14 business days for processing. We apologize for any inconvenience or frustration you may have experienced while trying to resolve your account concerns. Please accept this letter as formal confirmation that you have no further contractual or financial obligation to Brinks Home.
  
  If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  Sincerely,
  
  Wyndel G******
  Executive Response Team
  1-888-758-5900
  
  Cc: Better Business Bureau
  
  
  Consumer Response /* (2000, 7, 2022/09/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Iam satisfied of the decision that was made by Brinks
  A Refund of $40 to my account prorated and the waiving of the fee for September.

• Initial Complaint

  Date:08/29/2022

  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.

  Brinks Home Security signed me into a "contract" that I never got to see or sign. I signed up for Brinks through the Google Nest App to have monitoring on our DIY security system. I was mainly interested in the Cellular Backup function that Brinks provided bundled with our Nest Aware Subscription. I've tried many times to cancel this service explaining how it happened, expressing my confusion and frustration with their retention agents. There is apparently nothing I can do short of paying out hundreds of dollars to break the "contract". This is probably the scummiest experience I have had with any company. Predatory, rude and unhelpful. On top of that my bill increases in price every 6 months, and the "contract" I never signed states I'm in it for 24 months. Take my story to heart.

  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/09/13) */
  ****** *****
  **** ******* Drive
  ******** ******** ** XXXXX
  September 13, 2022
  Re: ****** ***** / Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Mr. ****** *****,
  
  Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, you confirmed the issue regarding your account has been resolved. Thank you for your business and the opportunity to continue to serve as you alarm monitoring company. We apologize for any inconvenience you may have 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,
  
  Rickey ******
  Executive Response Team
  X-XXX-XXX-XXXX ext. XXXXX
  
  Cc: Better Business Bureau

• Initial Complaint

  Date:08/28/2022

  Type:Billing 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 previously had service with Brinks and called in October 2021 to move my service to a new address. I had appointments with 2 technicians to hook up my service at my new address but they never showed up. I called to cancel my service in November 2021 and was told they would cancel the rest of my contract, which only had 5 months remaining, and discount the remaining amount due. I was told I would get a letter in the mail with the final amount but I never received anything and they continued to charge me monthly. I continued paying through the end of the old contract until March 2022 then placed a stop payment in April when they tried to charge me again. I called in April 2022 and was told my contact was not canceled even though they did have records of me calling and requesting it. At that time they sent me a docusign which I completed and was sent an email that I had a "final balance due of $110.50" which I should not have owed but was paid to save from further dealings. However since then I received notice that my account was going to collections for non payment and after calling Brinks to inquire about it, they stated I still owed money regardless of the payment already received per their own email. I have used the online chat multiple times, call 6 times, spoken with 2 account managers, and can't seem to get any resolution. I have email and chat documentation as well as bank statements showing payments made.

  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/09/13) */
  ********* ******
  ************ Way
  ********** ** XXXXX
  September 13, 2022
  Re: ********* ****** / Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Ms. ********* ******,
  
  This letter is in response to your correspondence regarding your Brinks Home account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised your account is inactive. Our records indicate at the time of cancellation the account reflected a bill balance of $252.26. The balance in question stemmed from returned payments for the billing periods of March and April of 2022, in addition to a final billing and return check fees. A payment of $116.90 was received on July 18, 2022 but failed to cover the entire bill balance owed which was referred to collection. Based upon my findings, Brinks Home respectfully declines your request for an update to your credit profile. Any further correspondence should be directed to the agency assigned.
  
  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 ******
  Executive Response Team
  X-XXX-XXX-XXXX ext. XXXXX
  
  Cc: Better Business Bureau
  
  
  Consumer Response /* (3000, 12, 2022/09/25) */
  ***Document Attached***
  Per the response from Brinks, they claimed my payment was returned in March and April which then incurred late fees; however, I have included attachments showing the payments were debited from my bank account on both months. Additionally, I never received any statements to prove delinquency, even after requesting this in one of my phone conversations after receiving the first email about a past due amount. The only notification I ever received was by email in April and July, documenting the same dollar amount, which the respondent agreed was paid. My online account has been deactivated for months and I have no way to see proof of anything past due- which by law they have to provide.
  
  
  Business Response /* (4000, 14, 2022/10/04) */
  ********* ******
  ************ Way
  ********** FL XXXXX
  October 4, 2022
  Re: ********* ****** / Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Ms. ********* ******,
  
  This letter is in response to your correspondence regarding your Brinks Home account. As previously stated, your account is inactive. Our records indicate at the time of cancellation the account reflected a bill balance of $146.76. The balance in question stemmed from returned payments for the billing periods of March and April of 2022. Payments of $55.25 were received on March 10, 2022 and April 11, 2022 but were returned by your financial institution on May 4, 2022. A single payment of $116.90 was received on July 18, 2022, at which point the total balance of the account was $252.26. The payment of $116.90 failed to cover the entire bill balance owed. As a consequence the remaining bill portion of $146.76 was referred to collections. Based upon my findings, Brinks Home respectfully declines your request for an update to your credit profile. Any further correspondence should be directed to the agency assigned.
  
  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 ******
  Executive Response Team
  X-XXX-XXX-XXXX ext. XXXXX
  
  Cc: Better Business Bureau

• Initial Complaint

  Date:08/26/2022

  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 contacted Brink by phone to cancel my service in March. I was left on eternal hold and was never able to speak with an agent, so I sent them written notice with payment of my bill on April 20, 2022 cancelling my service effective 3/21/22 (see attached letter). I received a past due notice in June, so I again called them. I was able to speak with an agent and said that she'd have to send me to the "cancellation" department because they would have to send me a docusign document before cancellation could take place. The transfer to that department was unsuccessful. I then sent an e-mail to the corporate relations department on June 9, 2022, to cancel my service and requested the docusign document, but my e-mail was never responded to. (see attached). I am now getting threatening notices stating that I'll be turned over for collections if I don't pay the balance. They say I owe $335.55, but I say no, because I cancelled my service by way of letter on April 20,2022.

  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/12) */
  **** *****
  **** ******** **
  ******** *** XXXXX
  September 12, 2022
  Re: **** ***** / Customer #XXXXXXXXX
  Case #XXXXXXXX
  
  Dear **** *****,
  
  This letter is in response to your complaint we received regarding your Brinks Home account.
  
  My attempt to contact you at the number provided has been unsuccessful. In researching your concerns, we found no recorded attempt to cancel services prior to June of 2022. Therefore, to resolve this matter amicably, Brinks Home agrees to manually submit your account for cancellation at the end of the current billing cycle and waive July of 2022 through September of 2022 bill payments. Please accept this letter as formal confirmation that your account is scheduled for cancellation effective October 7, 2022, and you have no further contractual or financial obligation to Brinks Home after the May 2022 and June 2022 past due bills are paid in the amount of $113.42. We apologize for any inconvenience you may have experienced while trying to resolve this matter. For your convenience, a payment terms letter will be mailed to you with instructions on how to complete your final bill payment.
  
  If you need further assistance, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.
  
  Sincerely,
  
  Wyndel *******
  Executive Response Team
  X-XXX-XXX-XXXX
  
  Cc: Better Business Bureau
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I still feel that I don't owe Brinks any more money as I gave them written notice in April and again in June to cancel my service, but if this gets the matter put behind me, I'll agree to pay the $113.42.