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Kristen of Brentwood NY (06/20/08)
A sales reprensetative came to my home in which I purchased a complete alarm system wich included the system, installation and monotoring. The price given to me from the sales rep then changed when the technician came to install. I then paid for the year in full and since then have gotten 2 bills from Brinks. I have contacted them and disputed as 2 different amounts from the sales rep and instalation gentelmen.
I since got 2 bills with 2 different balances. I paid the bill and now have a credit which I had to request to get back, otherwise would be credited to my bill next year April. Now I am having a problem with my system in my home and i have only had the alarm two months and they want to charge me labor fees to send someone out. However, my alarm is setting off on its own.
I am completely aggravated and frustrated with them and there terrible service and all the different things i was told by my sales rep. i signed a contract with one rate and now charged another. i do not understand how they can do this. i would never recommend anyone to this company as you will have complete fustration and dissatisfaction.
Steve of Hillsboro OR (06/19/08)
I should first point out that I worked for Brinks for one miserable month. The sales tactics they teach you are beyond slimey. They use fear to sell try to get you to do a quick one-call sale so you don't have time to read their full contract. After I quit them I e-mailed them that I wanted to cancel my service. I was at least smart enough to sign a month to month contract rather than a multi year agreement. I hear they don't even offer those any more.
They kept trying to get me to call them which I would not do because I knew the tactics they would try to use to keep me. They try to play on your guilt by saying things like so you're not concerned about your family's safety? To make a long story short I ended up having to have the Oregon State AG's dept of consumer fraud write them a letter to get them to cancel my service.
Their reply was that they would have canceled my service if I had faxed them a letter (something they never mentioned in any previous communication with me).
Karen of Plan TX (06/15/08)
I purchased a Brinks security system and monthly service. Initial cost for equipment was $535. In order to reduce expenses I decided to disconnect my land line phone and go to a wireless security system. I discussed this with Brinks prior to the end of the 3 year contract. No mention was ever made of the clause in small print on the contract of the automatic renewal of the contract unless they were notified within 30 days. After the three years were up I believed that I had fulfilled the terms of the contract and once again spoke to Brinks regarding a wireless system.
I eventually scheduled an appointment for a Brinks wireless installation but then cancelled that appointment when I found another company at a much cheaper rate. I did at that time cancel the appointment and also cancelled the Brinks service. Sometime after that I received a call from Brinks regarding the cancellation and was transferred to an individual who told me about the small print clause and said that I owe an additional $272.79. Since I paid up front over $500 and then $38 mnthly for the next three years and then some I have refused to pay this. I am concerned about the reflection on my credit.
I am a 70 year old single woman who wants to stop working and to reduce expenses. I am appalled that a company of Brinks stature whom I thought to be reputable would go to this extent to squeeze out dollars. My account has been turned over to a collection agency and I have received a threatening notice saying that I have failed to pay for equipment and services. This is just unbelievable to me and I look forward to spreading the news about Brinks.
Consequences will be damage to my credit if reported to a credit agency; humiliation if I were obligated to pay, as well unbelivably taken advantage of.
Ray of Los Angeles CA (05/30/08)
Brinks Security call me and said thet were recevieing a trouble call from my box and that I needed to disconnect my system by disconnecting my battery. I told that my back had been injured and I was unabe to do that and please sedn out a technician. The agent then said, Can I get my neighbor to do it and I said, my neighbors are doctors and I am sure thet have better things tto do than work on my burgular alarm. I then explain to the the customer service agent that I was having work being done at my house and possibly one of the workers cut a wire and that I would by pass the doors that was giving a trouble call to their office. The custimer service agent insisted that I disconnect my system all together and refuse to send me a technician and that thet did not have a techician that work over the holiday weekend (momorrial day). I told him okay, send me a tech out the next tuesday and I would pay for it if its my fault and I am no longer going to take these rude comment from you and let me speak toa supervisor.
I spoke with a supervisor and he explain to me that they will only send a tech out when its their own fault with theor system. I told him this is a dumb idea and that you have no regards for your customers and should't matter who fault the problem was cause by as long as it is rectified and especially if I am willing to pay for it. Any way, I told them to get a custmer service tech again by tuesday.
I sat around all tuesday and no service tech. So I called again, and spoke to a different customer service agent and was made aware of that no sevice call was never sent to my home and the earliest one that could be sent 2 days later. I threaten to cancell after 9 years of service and was told they would come take their equipment out of my house. I was then greeted first thing the next morning with a Brinks service tech to remove the system out of my house. After paying for this system for over nine and half years I am sure I have paid for this system at least three times. I would not recondmend them to anyone and their policy [is bad] from techs to management.
I also had damage to my walls where he ripped the systems off my walls
Tricia of Dayton OH (05/06/08)
I have had my Brinks Home Security since i moved into my home in August of 2007, After a month or so of service my control panel began beeping several times daily, Saying it had CP trouble and CH trouble, I would call them and complain and they would run a test which would render my telephone dead for more than an hour., Well today 9 months later, i called again to complain and i was rudley told that my alarm system i have been paying for all this time has not had a signel going to their office since Oct. of 2007
Well to say the least i was in total shock! I have left my girls alone to run errands, felt safe while i was sleeping and today i was completely ripped of all the safety i thought i had in my home, Brinks customer service was rude to me and uncaring and acted as if this was my fault somehow. They knew all along that my home was not being protected and told me that they DO NOT monitor my home 24 hrs a day as they suggest in their advertisement ect. They offered to give me a 1 month credit for my inconvience! Can you belive this, i completely trusted that my family was safe and it was all a complete LIE! My home could of caught fire and NO FIRE DEPARTMENT would have came , My home could have been invaded and NO COPS would have been called.I can not believe for all these months i have bascially paid for nothing. Well i dont feel safe in my home any more with there service and i do not reccomend them to anyone .
D. of Kanasas City MO (03/17/08)
Long story short, I decided to purchase a home security system with Brinks. I could not have a credit score of 570 or lower or else they couldn't help me. I knew I was well higher than that report since I check on my credit report all the time. But to my surprise he gave all my information to someone on the telephone and then said, after they ran my credit report, that my score was well under 570 and I would need a $300.00 security deposit. The consultant kept asking me, will you pay it? I get my credit report score each month from the three credit reporting agencies and was confident I would have no problem. I went to my files to show the consultant, this is my score of just last month way past 570, he wasn't sure what the problem was but would check on it. I never heard back. Beware of the schemes of BRINKS, after he saw my score papers he packed up and left not sure what to say next. KEEP AN EYE ON YOUR CREDIT REPORT.
Fred of Mead CO (12/17/07)
The Brinks installers (All Tech LLC) installed a complete home alarm system in my home. During the installation, they unplugged my freezer and left it unplugged. This caused $1,500 worth of food to be destroyed. Because we didn't have receipts, they told us there was no way we could prove the claim so they were only going to give us $500. We told them we kept the damaged food and the prices are still on most of the items. They added up to over $1,500. They were mostly steaks and other high-priced items.
Brinks told us to basically pound sand, and they weren't going to pay. We're out $1000. Their customer service people were rude. Their response to us was just try and prove our claim in court. We ended up taking the $500, but we're still out $1000.
Oliver of Edison NJ (11/17/07)
Signed up for Brinks Security. the technician explained the cost for motion sensor was $195. Technician stated that was the cost of the equipment (not lease or use or installation) I also purchased extended plan so no labor cost. Subsequently learned of fallibility of system by cutting phone line. I inquired about prevention and was told of radio back up ( Should be primary if you asked me or cellular) I was told of an additional $200 fee and $7 monthly. I stated we had extended plan. Jeremy, the rep told me it was for the equipment. Then I learned in fact the $195 cost for the motion detector and $200 cost for radio back up was not purchases; the equipment still belongs to Brinks. The first representative tech misrepresented the facts. He said the cost of the equipment was for the hardware...yet I don't own the equipment. In fact it is for installation and use. It was never disclosed despite direct questioning.
Lin of Duluth GA (11/04/07)
I was a customer of Brinks Home Security for 5 years until last month I switched. Brinks' monthly fee is $10 higher than its competitors. When I called to cancel, I really got a surprise. They said they own the equipment (control panel, keypad, motion detector, window detectors, etc.) installed in my home, and they need to remove them. I spent more than $400 for installation (promotional standard package $99, additional keypad and motion detector at $300+). They told me all this money was for installation labor. I certainly don't agree; the salesperson did not mention anything like this but instead made it sound like if I fulfill the contract (3 year) I got to keep the equipment. I did not let them take the equipment because the motion detectors and window detectors are being re-used, although I have control panel and keypads in a box.
A week later they sent me a bill of $500 for the equipment. There is a clause in the contract saying they are the owner. But I was not aware until they pointed out over the phone during the argument. As you know, there is no way to read through the several pages of small font, printed contract before you sign it. My argument is (1) the salesperson should make me aware of the consequence of canceling their service; (2) they should explain why the equipment now costs $500, not $200 or $800, and whether depreciation is considered.
Alex of Newark CA (10/31/07)
I called Brinks to cancel my service (after 4 years of service), and they told me that they would have to come in and remove the equipment. When I signed up for the equipment the salesperson told me that the equipment would be mine after the service agreement (3 years). I even called their main number and confirmed that with another salesperson. It seems to me that this company is deceiving their customers by having their sales force push for something that is not true. Brinks' customer service claims the contract says that the equipment is theirs and they have the right to remove it.
After removing the equipment, holes were left in the walls and the technician refused to clean the mess. People should stay away from Brinks. I would never use them again and will speak against them any chance I get.
Alex of El Paso TX (10/14/07)
I have not had a reliable security alarm system since the first day that I got the system. There are trouble codes everyday and when I call Brinks, nothing has been done to date. The alarm provider is AAA Alarms in El Paso who have not given me good service either. I am currently at the mercy of a three year contract with Brinks. I would love to change service providers as soon as possible. I have $1 Million in property that I feel does not have protection.
William of La CA (10/09/07)
On my birthday, my home was broken into while I was out of town. The burglars set off the Brinks system, and they went to the key pad, pushed the fire alarm, and basically defeated the system. The fire department came instead of the cops, sitting outside in my front yard, waiting for entry authorization, while the burglars went out the back. Not just that, but Brinks misdialed one of my emergency contacts who was my neighbor that was home at the time. They offered no apology or remedy, and most of the people I spoke with, including local manager Job Rivas, were all very arrogant. I asked them if they at least had reliability to hire literate people, since they claimed no liability even for the misdial--which I only discovered when they sent me the incident transcripts. I went up the ladder to finally reach a Ben Everett in Dallas. He made an offer to reimburse me, but then I could never reach him again. I informed them I was no longer paying the bill since the system was useless, failed twice in the same incident, and it still got charged off to my credit.
In the end, I had my home violated because the burglars apparently knew how to defeat their system. My possessions were gone, they claimed no liability for stopping the police once the burglars pushed the fire alarm, even though break-in was initially signaled, or that they misdialed my emergency contact, but still charged me for their lack of service/failure.
Lydia of Chicago IL (07/31/07)
I have been using Brink's home monitoring service for over 4 years. Recently I decided to cancel the service and when I called to cancel, I was told that I will have to pay the remaining 7 months left in the contract. Although my three year commitment has been fullfilled, I didn't realize that the contract also states (in fineprint under Section 3, subsection A.):
"this agreement will automatically continue for successive one year renewal terms unless you or Brinks give written notice of cancellation to the other at least 60 days before the initial or renewal term ends."
I feel that it is very unfair and misleading for any vendor to enforce such an outrageous term. According to Foley & Lardner, LLP www.foleylardner.com):
"The Illinois Contract Renewal Act makes an evergree clause in a contract entered into after June 1, 2000 unenforceable by the party that prepared the contract, unless the clause is clear and conspicuous. Although the law does not define conspicuous, the Uniform Commercial Code does; and the usual practice has become to meet its requirements by using all capital letters and bold-face type."
Then, by the unifrom commercial code, Brinks contract is not conspicuous. I feel that consumers are being taken advantage by Brinks Home Security System.
Shane of Tomball TX (07/16/07)
We recently decided to cancel monitoring by Brinks Home Security and have a new company take over the monitoring. Brinks has informed us that they wish to send out a technician to remove all Brinks equipment including wiring and sensors throughout the house. When I purchased the house in 2001, it already had all the equipment installed.
At the time, we purchased or should I say paid for two smoke detectors that were supposedly faulty. Brinks is now claiming that they own all the equipment and wiring installed in the premise and claim if we do not allow them to remove all wiring, sensors etc. then they would send us a bill for $500.00.
Cindy of Bolingbrook IL (06/27/07)
I called to cancel my brinks home security system and was told I'd have to be home because someone from Brinks would have to come over to remove the two keypads as well as the transformer. I couldn't believe they would remove the keypads so I called our local Brinks branch and was told by the manager that they do not need to remove the system, by doing so, they would leave holes in the wall and we'd probably have to repair the wall and then repaint it. He then said all they would do is disable the dialer and leave the equipment there at no additional cost to me.
I then called Brinks at their 1800 number and spoke to a Shaterra. When I asked her if I had the option of keeping the equipment, she replied yes, but at a cost of $500.00. That's when I told her what the manager from our local Brinks branch assured me. I truly think Brinks is in the business of trying to keep you as their customer by a) lowering your bill if you tell them you are thinking of canceling (they cut my bill in 1/2 for 6 months) and then if you call again to say you decided to cancel, they would stick you with either unfinished walls with holes in it, or charge you an outrageous fee for you to keep the equipment.
Leneta of Tucker GA (05/23/07)
I was away from my home when the fire alarm was activated. It turned out it was caused by a plumber soldering some pipes. The fire department came and saw there was no fire and left. I called Brinks and asked them to remotely stop the alarm from going off and they told me it was a $20 charge! I've had this system for 13 years and couldn't believe they would charge me to turn off the alarm.
I was told they would waive the fee IF I agreed to a service call to test my system. In other words to avoid a $20 fee, I had to commit to a $50+ fee and time off from work! I can't believe this is standard in the industry, but I'm going to find out.
F. of Pawtucket RI (04/09/07)
Whe we signed up for services with Brinks, we were informed by the sales person that we needed to pay for a Permit fee at that time we paid, when they came to install the alarm we asked about the permit and they did not have it, a week later after a called the offices several times, I was told by the sales person that he was going to pull the permit then, I stated that was not possible since the work had been done and the permit needs top be pulled prior to the work being done.
I also contact my town hall, permit dept and was told that Brinks does this a lot, charges people for permits but does not pull them.
I requested a refund for the permit fee, and was told that would take about 2 months to be able to receive my refund, they needed to research it, when they know they made the mistake, I have spoken to other Brinks customers that state they had never had a permit for work for them either
Akeem of Columbus OH (08/20/03)
In April 2003 the main telephone line my home was inoperable. I contacted SBC Ameritech to repair the problem, however, their findings during their investigation reflected that the problem was was due to a defect in the alarm system installed by Brinks Security. I contacted Brinks and informed them of the problem. The 1st technician 51800/D Bidwell came out and stated he fixed the problem and provided his phone numbers for contact if the problem continued. I contacted him to tell him that I was unable to make calls from my home because the phone line was still dropping calls. He never returned my phone calls, so I contacted Brinks again 1-week later.
The service Manager, Steven came out inspected the work of the technician and stated that he will be sending a Sr. Technician out to repair the problem. The supervisor called me back 2-weeks later to inform me he could not find my paper work or repair order and did not provide an operable phone number,so I was unable to reach him. I then contacted Brinks again in June to express my disappointment in their workmanship and poor customer service. I was unable to use my home phone during the length of this time. Another repair technician came out who proclaimed he fixed the problem, at which time I agreed to add a new keypad on the 2nd floor of my home.
To my surprise, 2 hours after he left the alarm light indicator did not work, so I contacted Brinks again to come out and correct the problem. Technician 51800/D Bidwell stated that he fixed the problem only to find out later that I had a dysfunctional product that created false alarm sounds for the entire weekend. I am also still having problems with my phone, unable to make or receive calls.
Debra of Gig Harbor WA (02/28/03)
I was a renter in a home there was a Brinks Home Security System in place. I hooked up service for about a year and a half. I always paid my bill and never had any problems. The owner filed Bankruptcy (the home owner) and I had to move out. So I notified Brinks to let them know I needed to disconnect my service because I had to move out. They said that was fine and they would note it. After moving out. I went back to the home to clean up and accidentally set off the alarm. I called Brinks to let them know it was a false alarm and they indicated to me that they were not getting the notice of the alarm because I had disconnected service. so I figured all was fine on both ends.. a few month later I get this outrageous bill saying I owe them all kinds of money..
I sent a letter back WITH the statment indicating that I had cancelled service months prior.. but now I have a bill for over $1,000.. they're response was oh yea,, we saw you cancelled.. but you need to put it in WRITING.. we have a FORM you need to fill out.. I indicated that no one EVER sent the form when I disconnected service and it was acknowledged that I had INDEED disconnect service... but they're STILL trying to charge me fully knowing I moved OUT of the home over 3 YEARS ago.!!! They are trying to bill me for a service I did NOT receive.. and NOT only that.. the home was BOUGHT by someone else.
Ho of New York NY (07/29/02)
I purchased a BRINKS Home Security System and and had my house prewired for the system so that the hardware would be ready to be installed when I took title of the house in 6 months. I pre-paid 50% of the $941 for the system. A little over 1 month after I purchased the BRINKS system and had my house pre-wired, a strong thunderstorm with strong winds passed over my house and caused my house as well as 4 others to be severely damaged and all 5 houses had to be demolished and rebuilt. I contacted the salesperson who sold us the BRINKS system and he in turn contacted his supervisor to see what could be done about re-wiring the house.
I stated to the area manager of BRINKS that I felt I should not have to pay to have the house re-wired since it was not my fault or anyone's fault that the house collapsed. The area manager said he did not know if he would be able to waive the re-wiring fee and said he would get back to me. After waiting over 2 weeks for a response and not getting one, I decided to call back and was told by my salesperson that the area manager was away on vacation and that he would contact me with an answer as to whether I would have to pay for the re-wiring as soon as the area manager came back from vacation and he was able discuss my situation to him again. The salesperson finally called back and told me the area manager felt that since it was not BRINKS fault that my house collapsed as well that BRINKS should not have to pay to have my house re-wired again and that I would have to pay an additional service fee of $200.
I told the salesperson this is unacceptable and decided to contact the regional manager responsible for the Jersey City, NJ area. After 3 calls to the BRINKS 800 number I was able to get the number of the regional manager and left him a message on his voice mail. That evening I received a phone call from the regional manager and he asked me who I thought was going to pay to have the house rewired and I stated I felt BRINKS should absorb the cost of the rewiring. The regional manager stated he would not do this because he had a responsibility to the company's shareholders.
Scott of Houston (03/26/02)
When I bought my home 10 years ago it had a Brinks' alarm system already installed. I called the company and started service. Recently I had a new alarm system installed (ADT) and called Brinks to cancel service. The operator told me that I only had one chance a year to cancel and I would have to pay the monthly service for nine more months before I could cancel. She went on to explain that Brink's (unlike ADT) owned the equipment in my home and would need to come out and pick it up. I don't remember signing a contract with Brink's since the system was in the house when I bought it and all I did was call them up and start service. I have requested a copy of the contract and a list of all of the equipment that they want to remove. Are they responsible for cleaning up the mess when they remove the equipment?
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