Brinks Home Security Customer Service Issues

On February 11, a Brinks salesperson visited my home. Despite being a longtime Vivant customer, I was eager to switch due to difficulties in canceling. The Brinks representative promised to handle the cancellation with Vivant, which did not happen. Originally quoted $55 monthly, my bill ended up being $65. Promised two cameras and a yard sign were never delivered. The system beeped due to low battery, highlighting the ongoing Vivant charges. Attempts to address the issue through call and chat support were unsuccessful. The beeping worsened, with the screen blacking out, disrupting sleep. Seeking resolution, I am prepared to involve an attorney if needed to terminate the contract, halt payments, seek refunds, and remove the equipment. Requesting written confirmation of the cancellation and prompt removal of the box. My customer number is [redacted]40. Contact via email for further communication.

I have been attempting to reach Brinks Alarm for the past two weeks to cancel my month-to-month alarm service. The alarm is in a garage I have sold, making the service unnecessary. Despite numerous calls, I have only encountered a long recorded message playing repeatedly without reaching a live person. I've spent around 2-3 hours on hold without success. I've learned about a cancellation process that involves a form called Docuserve, but I haven't been able to proceed. It's frustrating not being able to cancel a service that I no longer require or trust. I've submitted a complaint to the BBB but feel disheartened by this experience with Brinks Alarm.

My security system from Brinks has been malfunctioning for the past five years despite numerous failed technician appointments and unhelpful customer support. Each month, funds are deducted from my checking account, yet no service is provided. After experiencing a lack of assistance and being left on hold for extended periods with no resolution, I have decided to cancel my account # ([redacted]) immediately. I demand a full refund for the past five years' worth of payments as the service has been consistently inadequate. If this matter is not resolved promptly, I will have no choice but to involve my attorney. - W.L. [redacted]

I want to share that my sales representative was misleading during the sale process. Despite clearly expressing my preference for window sensors over motion sensors, he signed me up for motion sensors. Additionally, I mentioned potential interest in a smoke detector, but he proceeded to charge me for it without asking, which I found unfair. Not receiving the necessary paperwork left me unaware of these charges until the installer arrived. I was disappointed by the lack of transparency in the sales pitch and bothered by the unannounced visit on a busy Saturday. A courtesy phone call or a flier beforehand would have been more considerate. This unexpected expense of $[redacted] for a system I didn't initially want caused unnecessary stress. I appreciate the opportunity to share my experience. Thank you for your attention, and I wish you a pleasant day.

I need to cancel my service. I contacted customer service a few days ago and was informed that I would receive a cancellation email with a form to fill out to complete the process. However, I haven't received the email yet. I attempted to call again, but the office was closed. It has been difficult to connect with someone due to my working hours overlapping with your business hours. I made the initial call by taking time out of my day, so I am frustrated at having to follow up. Kindly proceed with canceling my service.

Every time I try to contact Brinks, the call disconnects once I am connected with a customer service representative. I have attempted to call six times already, and I am facing difficulties setting my alarm system. It only works for "Stay" mode and not for "Away" mode when I leave my home or at night. I urgently need someone from Brinks to call me back. My name is Randy Franklin, and I reside at 18 Huckleberry Ln, Winder, GA. You can reach me at [redacted] or on my cell phone at [redacted]. I am hoping for a quick response today, June 9th, [redacted]. Thank you, and God bless. Randy Franklin.

I have been a loyal customer of Brinks for many years. Recently, I sold my home at [redacted] Thistle Hill Trail in Weatherford, Texas. When I called today to transfer my service, I was shocked to learn that my account had been taken over by someone with the last name Garcia. Brinks informed me that they couldn't cancel or transfer the service without my consent, which is a violation of my rights since I was not informed or gave permission for this change. Despite this, Brinks has been charging both me and Mrs. Garcia for the service. I was asked to provide a copy of my bank statement showing the charges, but the email address I was given was incorrect and there seems to be no proper channel for this issue. The representative acknowledged errors can occur, but this situation is completely unacceptable. If this matter is not resolved promptly, I will have to involve my attorney. It's concerning that someone could take over another person's account without permission. My email address is [redacted], service address is [redacted] Thistle Hill Trail, Weatherford Texas, and my phone number is [redacted].

On August 16th, a person claiming to be a representative from your company called me regarding an unwanted item from Brinks. Despite my multiple cancellation attempts with Brinks, the representative insisted the item would be sent. When I mentioned ending service with Brinks, the representative became aggressive and mentioned a past due amount without explanation. This conversation left me feeling threatened, especially when he referenced knowing my address. Due to this unsettling encounter, I no longer want your services effective July 31, [redacted]. Please cancel my service immediately. If my request is not met, I will escalate the issue to the Better Business Bureau, citing the threatening behavior.

I purchased a home alarm system a few years ago for my son, but due to his hospitalization and passing, it was never used. Being profoundly hearing impaired, I cannot use it either. Recently, I found out I've been paying a monthly monitoring fee for years without using it. Now retired, cancelling the contract and returning the equipment is a priority. However, I'm struggling with the process, as I don't have the original information used to set up the contract and the associated landline is no longer in use. A recent visit to a Brinks center was unhelpful, and despite trying to communicate through a secretary, I couldn't cancel the contract without remembering my second emergency contact. Any assistance would be greatly appreciated.

I received a call today from "Kevin" at an unclear area code, with the phone number [redacted]. Please direct this message to him. Hello, my Customer Number is [redacted]35. I've been a customer since at least [redacted]. However, my recent experiences with Technical Support have led me to end my patronage. Despite spending countless days trying to resolve a simple issue, the support team could not assist me. Over the past two weeks, I've engaged with Customer Care, most recently on September 8, [redacted]. During our last conversation: 1. On July 7, [redacted], I was charged $[redacted].85 for a supposed home visit that I dispute since I received no information or value from it. I've disputed this charge on my credit card. 2. On September 2, [redacted], I was billed $[redacted].58 for door sensors and an August fee. We agreed to return the sensors once I receive the label and deemed the August charge unjustified as I had discontinued services. This dispute has been time-consuming and frustrating, with Technical Support failing to provide solutions. I intended to continue services if the technical issues were resolved at no cost, but my proposal was declined. Carlos Solis

I received a letter from Brinks Home Security in October, informing me about the need for an upgrade due to the 3G. Initially scheduled for an appointment in October, it was canceled just days before. To stop the alarm from going off continuously, I was advised to disconnect it until the service man could come for the upgrade. They assured me I wouldn't be billed until the issue was resolved. After rescheduling for December 16th, I received my bill today only to find out that $35.39 was deducted automatically from my bank account for the past 3 months. I am seeking a refund for these charges.

I canceled my account with Brinks Home a few months ago over the phone but never received the email they promised to send for confirmation. Despite not updating my credit card information due to experiencing fraud, I continue to receive numerous calls from Brinks Home daily, even after reporting the situation to a representative. They assured me the account would be refunded, but I have yet to receive any communication or resolution after three weeks. I still receive calls although my account should have been canceled already with a $0 balance.

I encountered a situation similar to what is described on the website. When attempting to cancel my service, I was informed of an additional year and a half billing due to an online authorization allegedly made in March [redacted]. It is now April [redacted], and I am considering reaching out to the Illinois Better Business Bureau and local news outlets to shed light on this issue. The provider cannot provide evidence of my voice signature or a signed agreement. This situation appears suspicious, and I am seeking a resolution that releases me from this unfair predicament without excessive charges.

I am disappointed in the customer service provided by Brinks Home Security. I tried calling with a simple question, but the process was arduous and inefficient. The representative I finally spoke to lacked knowledge and seemed to make up an answer. This experience was frustrating, and I hope for better service in the future. -Jimmy M. [redacted] Thornberry Drive Florence, SC [redacted]

I noticed that my account was charged for two months ($[redacted].04) in April, even though I had set up auto pay in March when my account was up to date. After contacting customer service, I was told it was an error and I wouldn't be charged for another month due to being ahead in payments. However, my bank statement indicates I was still charged for May. Despite receiving written confirmation that the issue was fixed, it seems to persist. I kindly request your assistance in resolving this matter.