Complaint Review: Brinks Home Security - Irving Texas

Feb. 8, 2006 we purchased a Brinks Home Security package, very expensive. We met with the "Security Specialist" and was recommended the following:

15 special ordered hard wired alarm screens to go on 15 windows.

5 hard wired recessed door contact switches, 2 standard and 3 sliding patio.

4 hard wired glass breakage detectors

1 hard wired smoke and heat detector

1 battery backup

1 extra keypad

Nice system. Did I mention expensive? We had a 3 year contract.

Now keep in mind those expensive screens are our first line of defense.

We replaced the 3 patio doors with 3 French doors. We telephoned Brinks to let them know, and that we would need a tech to come out and re-alarm the doors once installed. We were told no problem, save the contacts, and do not cut the wires short. No problem we said. We got the doors installed, called for service and also told Brinks that we needed 2 screens repaired and would like to have 2 more installed as one of the doors has 2 side windows with screens. No problem we were told, tech would arrive on Oct. 6, 2008. No problem we said.

Tech arrives, asks what did I need. I showed him the 3 new doors and told him about the bad screens and 2 new ones that we needed. He said "We no longer support screen installations." I said "We are still under contract." His reply was "Go read the fine print." I said "Follow me." as I showed his sorry butt out the door.

Called to cancel service, spoke to a nice lady who said that she "Would make a few calls and get back to me."

Waited until next day, Tuesday 07, 2008. Called Brinks again, depressed the key for cancel service option. Ended up speaking with a nice young man named Trey, he put me on hold because I was not about to hang up and not get a call back.

He got back to me and said that "Brinks no longer services screen installations", I said "We did not receive any notice and that we were still under contract and the service lady said no problem."

To make this shorter, basically I was told sorry, but to bad and that obviously most employees do not know about this.

I then canceled Brinks and was informed I have to still pay for the 4 months. Told him to bill me and we are done, also told him if I still had a business and my customer called me, that I would not blow them off, I would fix his problem.

I also told him to tell his bosses about customer service and I would make a stink about this. I said it would be like him purchasing a Chevy Silverado and 2 years later when he goes to the dealer that they tell him, "We no longer service Silverados" even though he was still under warranty."

They recommended the system, they sold us the system, they installed the system, we paid CASH for the system, we faithfully made our payments for monitoring. Since we were still under contract, they should have repaired what we needed, we knew we would've had to pay for the repairs.

Do not use Brinks. You do not "own" the equipment, go with anybody else but make sure you "own" the equipment.

What will be next, Brinks deciding not to service the key pad that they sold you and then not tell you? Or how about the heat/smoke alarm? I am just wondering if they even monitor all of those customers, hmm.

We have to shell out an extra $300-$400 dollars because we can't use the worthless Brinks Stinks Inc equipment that even they do not want.

Ronald

Canyon Lake, Texas

U.S.A.