Brinks Home Security Customer Service Issues

Dear Customer Service, I am extremely frustrated with the service I have received from Brinks. I have been trying to have cameras installed in my home for over a month, but I have been billed for equipment that was never installed. The technician even lied on the invoice. Despite calling Brinks over 20 times, I have only gotten through a handful of times, and my issue has not been resolved. I was promised the cameras would be shipped within five days, but they never arrived. When I called today, I was informed that the work order was closed out, and I was transferred multiple times to place another order. Shockingly, I was told that I need to pay for equipment that was never installed. This situation is unacceptable. Sincerely, Wendell E. T. Gulfport, MS

I have faced recurring issues with this company that I haven't encountered with any other alarm security company before. I have had three contracts with Brinks, the first one I requested, the other two were imposed on us. We kept experiencing an increase in bills, sometimes receiving a bill for 0.00 only to be told the next month that we missed a payment without any prior notification, and receiving two bills at the same time. I have decided to cancel my service as I am now on a month-to-month basis. Previously, I was locked into the first contract, but they slid in the second and then the third before the initial one ended. I have never faced issues with any other security company except BRINKS. I believe many others are also encountering problems. I urge Brinks managers, supervisors, and anyone in a position of authority within the company to address and rectify these issues to ensure quality service for all future customers before it's too late for the company. It's crucial to prevent customers from leaving and avoiding any potential downfall. Kindly ensure improvements to satisfy future customers. Thank you. - Customer [redacted]

As a long-time customer of Brinks, I have encountered significant issues with the equipment provided since May. Initially, they suggested an upgrade, but it seems more like sabotage as the system no longer functions properly post-upgrade. Despite multiple attempts to resolve this over the phone, a technician visited on 07/06/[redacted] but could not fix the problem even with assistance from Honeywell. Speaking to a manager was unhelpful as the call was abruptly ended. I called back, and another representative tried but could not assist me further, advising me to contact Honeywell directly. I have expressed my distrust in the security of the panel due to its malfunctioning behavior, as it allows access without a code when pressing certain icons. This situation leaves me feeling insecure and unsure about the effectiveness of the system.

Every time someone rings my doorbell, I have to go out and reset it. My cameras are not working properly, and I have been informed that if a repairman is sent out, it will cost me $[redacted]. I have discovered that the cameras have no warranties. I have found that Brinks is selling used cameras with no warranties on the internet. After being on hold for an hour and a half, the technical assistant I spoke with was extremely rude, making it difficult for me to understand her. I eventually gave up and disconnected the call. As a 74-year-old senior citizen, I feel deceived and misinformed from the start. I plan to report this to the State of Texas and the organization that assists seniors who are being exploited. This is the most disappointing company and customer service I have ever encountered. I will also be reaching out to the BBB. It's truly disgraceful for anyone involved with this company.

Brinks customer service for existing customers is inadequate. I have made numerous attempts to resolve the issue with my home alarm continuously going off. The sheriff is constantly being dispatched and I am charged for each visit. Brinks has provided unhelpful solutions like glue and tape, and the long wait times of over 2 hours to reach a representative only add to the frustration. I have decided to purchase new sensors for $40 each for my windows and doors, as it seems more cost-effective than staying with Brinks. The poor support and lack of assistance have led me to choose to switch to another security company for better service.

After a lightning strike damaged my house and my Brinks alarm control panel, I contacted customer service for assistance. Initially, the technician determined that I needed a service visit, which led to an appointment being scheduled from 8 AM to noon. Getting no updates by 11:30, I called and discovered my window had been extended to 8 AM to 5 PM, which was inconvenient. Due to this change and responsibilities with my baby granddaughter, I rescheduled for another day. Unexpectedly, a technician arrived at 5:30, but I missed the call. When I tried to reach them, the wait time was extensive. Following up via text the next day for a confirmation took an hour to receive a response.

I previously had Protect America, a no-contract month-to-month service. Upon moving in February [redacted], I canceled my service and returned the equipment. Despite this, I received calls from BRINKS claiming my account was overdue, even though I never had a Brinks account. I explained the situation multiple times, but they continued to insist on the overdue payments. Recently, I discovered that my credit score dropped significantly due to a $[redacted] charge sent to collections by Brinks. I have reiterated that I never signed a contract with Brinks, and my alarm system has been inactive since returning it. I have now sought legal advice on this matter.

I have been waiting for an hour and a half to cancel my account and attached a screenshot as proof. Please send the docu-sign to [redacted] or to [redacted] Homily Drive, Pflugerville, TX. If needed, reach me at [redacted]. I am not open to reconsidering. Contacting my bank to stop future payments is my next step. Any adverse action will prompt complaints to consumer protection agencies and the BBB. Holding on the phone endlessly for cancellation is not acceptable. Best, Colby Verrett [redacted] Homily Drive Pflugerville, TX [redacted] [redacted]

I have been attempting to cancel my service with Brinks for weeks since moving to a new home. Despite texting them, I was instructed to call and talk to an account manager to complete the cancellation. They informed me that my 5-year contract, which I signed in 5/[redacted], was extended by 2 years in [redacted] without my consent, with the company claiming to have received "verbal confirmation" that was not recorded. I have tried to cancel in the past but was unsuccessful, so I transferred the service to my new address. After calling three times and being on hold for over 2 hours, I finally spoke to a representative who refused to cancel my service. He insisted I pay over $[redacted] for equipment and termination fees, stating my contract now goes until [redacted]. Despite offering to return the equipment, pay the remaining balance until my original contract term's end in 5/[redacted], and cancel the service, they would not cooperate and ended the call abruptly. I have halted payments through my bank, reported them to the BBB, and am now seeking guidance on how to return their equipment and settle the contract appropriately. I was instructed to write a letter, but could not locate an email address for the company.

I am looking to cancel my service and settle the outstanding contract expenses. The service is scheduled to end in June [redacted], and the cost to terminate it is $[redacted].65. I spoke with a customer service representative on November 8 after a 15-minute wait, and was told I could cancel, pending approval from a supervisor. Unfortunately, after waiting for over 60 minutes, I was unable to speak with anyone else. Despite this, I would still like to proceed with the cancellation. I plan to send a letter of termination along with a check, but I require a return receipt. The only address provided is a PO Box. Can anyone guide me on how to proceed in this situation?

I have been mistakenly charged twice by Brinks! Even though I made a payment for October on 10/01/[redacted] (cleared the bank on 10/04/[redacted]), they failed to credit it to my account. I've been attempting to reach out to someone at the company for a proper investigation, but I've been on hold for a total of 5 1/2 hours over two days. One of the customer service representatives I spoke to was extremely rude. All I ask is for a simple reconciliation of the accounts to locate my missing payment. I have meticulously gone through all my bills and payments, and I have the evidence to prove it. My account history clearly shows that I am not past due or late on any payments.

I am extremely disappointed with the service I am receiving from Brinks. Every time I try to reach them, I have to wait up to 2 hours. I have also been treated disrespectfully and have been dealing with unresolved charges that continue to appear on my bill. Despite requesting yard signs and a key fob weeks ago, I have yet to receive them. While I did eventually receive the key fob, it arrived without any set-up instructions. It seems like the company is only focused on getting customers to renew their contracts. I was pressured into extending my previous contract to resolve illegitimate charges. I am considering seeking legal assistance to address these issues if they are not resolved promptly. As of now, I have not even used the service due to feeling coerced into the renewal.

I had a positive experience with a home security company initially, but it has since become frustrating. The customer service representatives are hard to reach, and I've had difficulties canceling my service. I even had to trigger my alarm to prompt a response. During a recent trip, the alarm went off for an entire weekend, and I couldn't reach anyone for help. Despite wanting to cancel and having paid up until now, I've been informed I still need to pay for the current month. I am extremely dissatisfied and considering leaving a negative Google review. I've been promised follow-ups that never materialized, both via phone calls and emails, leaving me feeling helpless and unsure of what to do next.

I am writing to inform you of my decision to cancel my contract with you due to the lack of adequate account support. I've attempted to contact your customer service multiple times for assistance with equipment setup and testing, but the service has been unsatisfactory. The interactions with your operators have been unhelpful and disrespectful, leading me to question the effectiveness of your security services. After numerous unsuccessful attempts to cancel over the phone, I have informed my credit card company to stop any future charges from Brinks. I expect my service to be terminated immediately, and I will not be making any further payments. - Elzbieta Siemieniak

I am requesting to cancel my account formally. The wait time for customer service is consistently long, making it frustrating to get assistance. The text message support provided is ineffective and does not solve any issues. My experience with Brinks has been disappointing, and I would not recommend their services to anyone. The lack of responsiveness on social media, unhelpful text support, and lengthy phone wait times make dealing with Brinks a terrible experience. I am extremely dissatisfied with the service and the company overall.

I have been a customer with Brinks since they acquired Protect America. I have spent over 8 hours attempting to transfer my system to my new residence, set it up, verify the new payment, and eventually cancel the service due to poor customer service and extended hold times when contacting them. I successfully reached a representative on 12/1/21 to request the cancellation of my account and auto payments. However, on 12/24/21, I received a service bill in error, which has been a significant waste of my time. I am extremely frustrated with Brinks. I am requesting Brinks to retroactively cancel my account from 12/15/21 and reimburse my account for the latest invoice amount.

I had my Brinks home security system installed on Dec. 2, [redacted], after being informed by AT&T Digital Life that they had partnered with Brinks for service updates. They pressured me to not cancel by falsely claiming my service started earlier than it did. Despite the promise of a 30-day cancellation with no fees, they tried to charge me $[redacted] for uninstalling equipment. The process was challenging, and after several attempts to receive the return label for their equipment, I encountered delays. They insisted on using their label for the return. The customer service wait times were excessive, with over 2-1/2 hours on hold each time. I suspect Brinks might be intentionally delaying the process to exceed the 30-day cancellation window and charge me for the full two-year contract. The experience has been frustrating due to Brinks' questionable business practices and poor customer service.

I have been trying to cancel my service since February 14, [redacted]. When attempting to cancel through my online account, it redirects me to a third-party portal called DocuSign. The portal requests for my sign-in details but does not recognize my account, password, or username. Additionally, I have tried reaching out by phone and text using all available numbers. Each time I call, I am placed in an on-hold loop with an estimated wait time of 10 minutes, but after waiting for 90 minutes, my battery runs low, and I had to give up. After receiving a text from a third party asking for all my account information, they requested my phone number (even though they had it), email address, and a verbal code word for the account. When I inquired about some Brinks confirmation, I never received a response.

I recently requested a service technician to come out and assist with my outdated carbon detector from Brinks. Despite Brinks sending me a new one, I've been unable to install it myself. I've been trying for months to get a technician to my home, but I've faced challenges as they claim I am out of their service area now. Brinks mentioned I need a panel upgrade but hasn't sent anyone to help. When I call for assistance, I end up on hold for hours with no resolution. I have elderly individuals in my home, and their safety is a concern. I've been promised callbacks that never happen. I'm frustrated and considering cancelling service unless these issues are resolved promptly.

Since November [redacted], I have been attempting to disconnect service at [redacted] Brookview Dr, Lexington, Kentucky [redacted]. Despite sending the required paperwork on December 8, [redacted], bills continue to arrive for this address. After multiple calls to Brinks, another document was sent on 3/6/[redacted], which I promptly completed and returned on 3/7/[redacted]. Despite assurances from a supervisor that the issue was resolved and a credit would be issued, bills for Brookview persist. Upon my latest call, a representative claimed no knowledge of a credit, although I possess copies of the signed documents. I have not received responses to my follow-up emails. Urgent contact and resolution are needed. Thank you. Email excerpt: On Thu, Mar 17, [redacted] at 1:51 PM Lucius Marks <[redacted]> wrote: Attached are PDFs showing Docusign. Please confirm receipt of the email and attached files. CUSTOMER #: [redacted] NAME: Lucius Marks CUSTOMER #: [redacted] Lucius Marks <[redacted]> Thu, Mar 17, 7:11 PM (3 days ago) to Alcruz Just a reminder. Please acknowledge receipt of my previous email. Thank you.