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

4,483 total complaints in the last 3 years.
699 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:04/15/2025
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.
We have been customers with this company for years and went with another security company in December of 2024. My husband called and spoke to a representative in December who tried to sell us another system. My husband was adamant and told him we wanted nothing to do with them and was canceling. He was told he understood our request. Our credit card company was still being billed so my husband spoke to a supervisor. in March. The supervisor saw in her system where we tried to cancel the service in December and told my husband he needed to complete a form. My husband completed this form and was told that we were canceled. We contacted our credit company and advised them not to make any further changes. We received a bill for $83.09 from them stating they would report us to our credit report? I called today and explained what happened and she reduced the bill to $25?? I spoke to a woman by the name of Shedra who stated there was no one higher in the Company I could speak to. She kept on saying we never canceled in December which makes no sense since we already had another security system. Im checking other complaints I see other consumers having similar problems!
Business Response
Date: 04/16/2025
***** *****
******************
*****************************
April 16, 2025
Customer #*********
Case #********

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

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your Brinks Home account has been scheduled for cancellation effective April 18, 2025 and the final bill balance cleared. 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,

****** ******
Executive Response Team
*************************
Customer Answer
Date: 04/17/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/08/2025
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 signed up for services with Brinks based off an ad with ****. The cost seemed reasonable at the time. However, it is no longer affordable and I no longer want the service. I contacted Brinks on 4/7/25 and requested a copy of my contract, because I previous tried to cancel and was told I needed to pay off my contract. Therefore, I wanted a copy of this said contact before calling today. So today, I called to request cancellation and was offered a lower rate. However, I am not please with the service and know the price would be subject to increase, as it has in the past. The agent placed me on hold and came back mentioning I needed to pay for 19 months.... My contract that I received, has a wet signature from 2017. I no longer want the service and do NOT believe I need to pay any type of buy out. I have been a customer over 7 years. Making my payments... I do NOT want the service any longer.
Business Response
Date: 04/10/2025
****** ******
*************************************************************
April 10, 2025
Customer #********
Case #********

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

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

To resolve the matter amicably, Brinks Home has submitted your account for cancelation. It can take up to 30 days to finalize the cancelation during which time any further billing statements received may be disregarded. Please be advised there is no balance due on the account and you have no further financial or contractual obligation to Brinks Home. We apologize for any inconvenience you may have experienced while attempting to address your concerns.

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

Sincerely,

********* ***
Executive Response Team
*******************
Customer Answer
Date: 04/15/2025
I have reviewed the business response and accept this resolution. Thank you for your attention and time.
Initial Complaint
Date:04/08/2025
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 entered into a contract with Brinks. I enjoyed their service and have used at multiple locations. I purchased a new house where the new owner had ********. The new owner said I was required to use Alert360 at the new house because that's who he had used. So I signed up with ********. I contacted Brinks and was treated very rudely and they refused to terminate the contract. They said I owed 700. I don't want to sue them in small claims court but I will if brinks doesnt disconinue its predatory tactics.Please help!
Business Response
Date: 04/10/2025

*** *******
************************************************************************
April 10, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. Please be advised, your account is scheduled for cancellation effective May 10, 2025. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to cancel your account.

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

Sincerely,

********* ***
Executive Response Team
*******************
Customer Answer
Date: 04/11/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/04/2025
Type:Customer Service 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 signed up with ********* back in 2015. Company later has been acquired by BrinksHome security. ********* had no waiting period cancelation. Now I am moving out of state and would like to discontinue this service, however customer service *** tells me that cancelation takes place 30 days from the day I signed cancelation letter. Company effectively has customers to pay for the service they no longer use. This is outrageous, I would like my service to be canceled immediately and if I am charged for any time from the day I requested cancelation, I refuse to pay it. Worst service ever.
Business Response
Date: 04/08/2025
******* **********
******************************************
*****************
April 8, 2025
Customer #*********
Case #********

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

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

Our records indicate you contacted Customer Loyalty on April ******, and requested the cancellation of your account. The agent informed you about the 30-day cancellation process as detailed in your Livewatch contract,and a DocuSign cancellation document has been sent to the address you provided.The DocuSign was returned as instructed and the account scheduled for cancellation effective May 7, 2025. Brinks Home respectfully declines your request for a refund. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.

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

Sincerely,

********* ***
Executive Response Team
*******************
Customer Answer
Date: 04/09/2025
I am rejecting this response because: I received the call from the business and was told that there will be no further charges on my account, however in the written response this is not mentioned. I want clear confirmation in writing that Brinks WILL NOT charge me for 30 day cancelation period.
Business Response
Date: 04/10/2025

******* **********
******************************************
*****************
April 10, 2025
Customer #*********
Case #********

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

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

********************** has submitted your account for cancelation. Your account is scheduled for cancellation effective May 7, 2025.Please be advised that there is no further balance due on the account and 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,

********* ***
Executive Response Team
*******************
Customer Answer
Date: 04/10/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/04/2025
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.
In November of 2024, we bought a new house. When I called to have the service transferred I was informed that on top of a quite large set up fee, I would be required to extend my contract 6 months. Since I had been in contract since 2017, and only remembered extending the contracting once, I assumed I was near the end of my contract. I was informed that I extended it by 48 months in in April of 2023, and since the current contract was still running, the additional 48 months had not started yet and my contract would not be up until 2028. I have an email stating that I extended my contract but they have not been able to provide proof that I signed anything. I have tried to call several times, but everyone that I have spoke with has been rude and unhelpful, so this was my only other option. I would like my contract to end, effective immediately.
Business Response
Date: 04/08/2025

**** ********
*******************************
********************
April 8, 2025
Customer #*********
Case #********

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

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

Our records indicate that you contacted our office on April ******, to inquire about new monthly rate options aimed at reducing costs. An agent provided you with an offer of $29.99 for a duration of 48 months, which you accepted with your consent at the conclusion of the call. Since then, you have been benefiting from a discount of $7.65. Please be aware that adding a new contract extension will extend your existing contract, rather than replace it. Unfortunately, Brinks Home must respectfully declines your request for a penalty-free 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
*******************
Initial Complaint
Date:04/03/2025
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've had home service with Brinks since 2023 and their equipment stopped working which I just realized. I contacted them via text & reported the issue. I requested a battery since the panel is completely dead & they couldn't perform a test. They want to charge which I refused & it was mailed out at no cost. I couldn't install it because of the way the panel is installed & I don't have the tool. I contacted tech support again & asked for a tech to come out which they ran a test on their end & confirmed that the transformer in the equipment malfunctioned & a tech would definitely had to come out to repair the system. They're requesting that I pay $140 for the tech to out when the problem is with THEIR equipment and not a fault of mine. I've been paying for service that I'm not getting & will not pay for a tech to service their equipment. They offered to send a tech out for free if I lock in a 24 months contract which I will not do. I'm not getting good service so why would I lock in an extended contract. I asked to cancel the service and was told that I have to pay $600 to "buy out of a contract" which again is not acceptable. I'd like to either have the tech come out and get the service back functioning of terminate the service and provide a refund for the months that I have not had service. I'm paying monthly for a service so the equipment provided should be fully functional and I shouldn't have to pay unless a damage was caused by me.
Business Response
Date: 04/07/2025

**** *****
***************************************************
****************
April 7, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. My attempt to contact you regarding your account was *************** your complaint you advised of problems with your alarm equipment.

After conducting additional research on this matter, we have confirmed the information outlined in section 16 of your contract pertaining to the extended service options. Should a customer request repairs, a service company or its contractor may provide repair services during regular business hours for a fee per service visit. I have attached a copy of your contract,which will be uploaded to the secure BBB website for your review.

Brink Home would like to offer you the equipment protection warranty for $11.99 and, as a courtesy, we will cover the service visit charge for this instance. To proceed with scheduling a service appointment, please contact me at your earliest convenience.

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

Sincerely,

********* ***
Executive Response Team
*******************
Customer Answer
Date: 04/07/2025
I have reviewed the business response and accept this resolution. I spoke with Ms. *** and reached an acceptable agreement. Thanks to Brinks for valuing customer service.
Initial Complaint
Date:04/01/2025
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.
On 3/5/25, I notified Brinks *** that my contract was up 4/18/25 and I would not be renewing my contract. She informed me that they had added 36 month contract dated 4/18/22 to my remaining 24 month contract dated 3/21/21. I told her that was "stacking terms" and I did not agree to those terms. No one explained that they were adding on to my current term. I would never have agreed to a ************************************** When I requested a copy of the signed contract 3/21/21 and extended signed contract 4/18/22, they emailed me one-page statements (attached) that did not contain my signature or any terms of renewal. They said that it was all done verbally over the phone. When I asked for information as to the dates and persons that I spoke to for the "renewals", they said that I would need to have my attorney subpoena that information.I waited until I have nearly fulfilled my 36 month contract on 4/18/25 to attempt to cancel services. I have equipment that is not working but I cannot afford several hundred dollars to pay them to send a technician from ****** to *******. After they explained how they deceived me with contract terms, I definitely do not want to stay with their company. Please assist me in being able to cancel my services with Brinks Home Security as scheduled on 4/18/25. Thank you,*** ******* I feel they have been deceptive in "stacking terms" without full disclosure. I do not think that "stacking terms" is legal but especially so when they did not provide notice verbally or in writing that they were doing so. They have no signed contract with me. But, they want me to pay $773.76 for early termination of my contract that I contest.
Business Response
Date: 04/03/2025
*** *******
**************************************************************************
April 3, 2025
Customer #*********
Case #********

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

Thank you for speaking with me regarding your Brinks Home account. To recap our conversation, your account is scheduled for cancellation effective April ******* and the final bill balance cleared. Please accept this as formal confirmation that there is no further contractual or financial obligation to Brinks Home. We apologize for any inconvenience experienced while attempting to resolve your account concerns.

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

Sincerely,

****** ******
Executive Response Team
*************************
Customer Answer
Date: 04/04/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/01/2025
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.
Originally started with Brinks Aug 2022. Was never notified that I was locked into a 5 year contact. Found out on 4/1/2025 after contacting Brinks about some issues that I was, in fact, locked into a 5 year contact. Ind on the phone said that I signed a contact stating such, but I don't remember this. I asked the employee to send me a copy of the contact. I also asked the Brinks employee how much it would cost me to get out of the contact. He stated that I would have to pay $2,283.00.
Business Response
Date: 04/03/2025
**** **********
5004 ********************
*******************
April 3, 2025
Customer #*********
Case #********

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

This letter is in response to your complaint regarding your Brinks Home account. I appreciate you taking the time to speak with me. To summarize our conversation, we reviewed your contract, and you are currently in the initial term of a 60-month Alarm Monitoring Agreement that started on August ******, and will end on August 7, 2027. Following the three-month extension, the agreement is now scheduled to finish on November 7, 2027. There are 31 months remaining in the term. Additionally, you have a service appointment arranged for April 9, 2025, with a fee of $75, to assist in addressing your equipment issues.

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:03/29/2025
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.
Recently sold buisness and Brinks Home security still charges me monthly payments although they knew Buisness has been sold in December 2022, and services have not been used in the past 27 months they keep billing me up until March 2025
Business Response
Date: 04/02/2025

******** *******
****************************************************************************
April 2, 2025
Customer #*********
Case #********

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

This letter is in response to the complaint we received regarding a refund.

In our review of this matter, our records show that you contacted Brinks Home in December 2022 and January 2023. During these calls, you were informed of the contract end date and the buyout terms for early termination. You chose not to pay the early termination fee and were advised to reach out again once your contract ended to proceed with cancellation. Furthermore, your next follow-up call occurred in March 2025,during which your account was scheduled for cancellation April 4, 2025. Brinks Home respectfully declines your request for a refund. Please note that you have no further contractual or financial obligations to Brinks Home.

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

Sincerely,

********* ***
Executive Response Team
*******************
Initial Complaint
Date:03/25/2025
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 cancelled my Brinks Home service on Feb 4, 2025. In March 2025, I received an invoice for $47.69, plus a $5 late fee. When I called, I was advised that there is a 30-day cancellation period and I have to pay for that time period. I never had a contract with Brinks as my service was purchased from another company. I asked the customer service *** for a copy of the contact language which described the 30-day cancellation period and/or the recording of me agreeing to the cancellation fee. I was hung up on 3 times. Solution - stop billing me for the total of $52.69 or provide me a copy of a signed contract that shows I agreed to a 30-day cancellation fee or provide me a copy of the phone call recording that shows I was advised of the 30-day cancellation period. Simple!Thank you for your consideration
Business Response
Date: 04/01/2025
***** *****
********************************************************
April 1, 2025
Customer #*********
Case #********

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

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

Please be advised that your Brinks Home account is inactive. Our records confirmed you contacted our office on February 4, 2025 and requested cancellation. The agent advised you of the 30-day cancellation process and a docusign was sent to the email address provided. As a courtesy 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.

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

Sincerely,

****** ******
Executive Response Team
*************************
Customer Answer
Date: 04/01/2025
I have reviewed the business response and accept this resolution.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Brinks Home is BBB Accredited.