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Report: #1517823

Complaint Review: Brinks Home - dallas tx

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  • Reported By: Gilman — suffolk United States
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  • Brinks Home 1990 Wittington Pl dallas, tx United States

Brinks Home Brinks, Brinks Home Security Dangerous, questionable and unethical actions by Brinks Home dallas tx

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Summery:  Since 06 March 2022 (at a minimum) my smoke detector was programed by Brinks as a "door/window" sensor with the most obserd levels of incompetence to still not fix.

Yes, My house could have been burning to the ground while I watched it, no fire department because my cell phone is still inside being consumed by flames, along with everything I own and possibly my loved ones or pets. Durring this my alarm would think I left my front door open.

I have spent hours on the phone or in chat with them repeatedly failing to fix this (9 attempts), lying about fixing it, wanting payment for services they offered (and documented) as free, refused supervisor contact, lied about availability of supervisors, mislead and lied about call backs. They have altered my home system multiple times, all with a failure on their part. I have to have the smoke detector unplugged as it is untrustworthy.

Additionally they altered and reprogrammed my shop alarm *without my permission or my knowledge*, now that system may be compromised. Yes, unauthorized they accessed and altered a system that had nothing to do with the problem.

Full info: I have been a customer of Brinks from the time they purchased Livewatch and a customer of Livewatch for many years prior. A home security system was purchased as I was an actively deploying service member and wanted to protect my loved ones and my property from harm or fire while I was away. I live in a rural area where the ability of a neighbor to see a fire is very limited along with a time delay of emergency services (distance).

So having a working security/fire system that will add valuable time to the response to my house is paramount. Sometime during the last 1.5 years due to malfunctioning of the smoke detector in my home, it was replaced by Livewatch or Brinks depending of what name they would like to claim at that time. (unable to locate exact date as all previous history of Livewatch contract/customer support/history is no longer accessible with online customer portal) The system was operated under the assumption of it operating correctly, this was a gross understatement of exactly what the system was doing.

I have 2 systems at my address, a “home” and a “shop”. This is due to the distance between the 2 buildings is too far to support a single system. The fact that there are 2 systems and that the ONLY system experiencing a malfunction was the “home” system continued to be a confusing issue to every “tech” to the point of my explaining the 2 separate systems to absurdity at the beginning of every call.

These systems were installed by me, not by choice, but as a requirement as Livewatch/Brinks did not have a “technician in my area” available for an installation. Installation for both systems were installed and verified with a live technician on the phone in order to assure there was no issues or “loopholes” to be blamed on me. Even with this blunt fact, Brinks continues to attempt to use the terms “DIY” against me in any lateral way they can. This is the following events supported by messages, logs and recorded phone logs.


The smoke detector went off with no actual fire or smoke after the front door/windows were opened to allow fresh air on a nice day. When attempting to “disarm” the system to prevent a false alarm I noticed this was not an option. I tried to log into the mobil ap and this failed multiple times.

In order to stop the smoke detector from continuing to sound I required to remove it from the ceiling and pull the battery to reset. I called Brinks and they said the sensor was programmed wrong, they directed a re-learning of the sensor then they asked for access to the system. Brinks stated the system was fixed, I assumed it was corrected and did not have more time to find out details on what the sensor issue was.


I received a text saying Brinks required access to the system, I assumed this was a duplicate text and did not reply or approve it yet it stated “we are done with the system”. Again, I assumed this was an auto timed reply, this may or may not be the case.


Again, the smoke detector went off after opening the windows and doors to enjoy the weather. System required multiple disarming and was contacted by Brinks for false alarm verification. After verifying I requested to be contacted with tech support. Tech support informed me the smoke detector was still programmed as a door/window sensor. Following tech support instructions the sensor was re-programmed again and told everything was fixed.  

I requested supervisor and was told “was in a meeting”. 

I contacted customer support again and while ON THE PHONE with customer support the smoke detector went off with no smoke in the area, again caused by the front door open. I was given to another tech agent who stated the sensor was still wrong. After “cleaning” and requesting higher service I was transferred to “level 2” tech support who stated it was still programmed as a door/window sensor. I was assured, multiple times, that the system was fixed

At this time I posted on Facebook and was contacted via messenger by Dahlia A. I gave my information and was not replied to till the following morning.


I was replied to by messenger (14 hours later) by Neil J who said my case manager Dahlia was not available. I instructed him to assist me.

After his instructions he attempted to pawn me off to call tech support, then tried to distract with a bribe of one month free. I clearly stated all issues with the system, aps, website and ongoing support failure and was still dismissed. I was told a “required” monthly test while being sent a link to a “suggested” monthly test of which I pointed out to Neil.

I also noted to Neil that the test he wanted me to perform could not be done as it is not even the system I have installed in the house, obvious he was not even paying attention to the customer or issues. Fustrated I had to walk away from working with him


I clarified to Neil, again, just like every tech, that we are working with and only the “home” system. He directed me to perform the test but this was moot at that time.


Smoke detector again went off without signaling a fire, showing the system was still malfunctioning.

By messenger, in contact with Dahlia A., I again stated the problem. I also very bluntly and clearly stated that the problem was the “home” system due to previous tech inability to understand this simple thing. After an hour I got a reply back.

Dahlia A. said they could send a tech for free (note this) but if the smoke detector was broken I would have to pay $150 because I own the equipment. I questioned this and again, tech will asses for free, $125 for the detector if broken.

While performing tests I noted the system now listed the detector as a detector, I questioned Dahlia A. if they had been messing with the home system. Her reply was they noticed a lack of a smoke detector in the shop (the shop has no “smoke detector” and never has, only a “fire” or rate of rise detector) and had performed reprogramming.  I requested a supervisor for immediate contact, which I never received.


Neil J. replies by messenger and directs me to the generic tech support numbers. I ask bluntly if they had altered the “shop” system without my permission or knowledge and he confirmed that they did.


I call customer support while attempting to gather data from the customer portal. Customer portal does not show both systems nor any data previous to the Brinks acquisition. Customer support then informs me of a $150 up front cost I have to pay for a tech to come out in direct contrast to the information given by messenger. Customer support makes multiple attempts to dismiss me by claiming that my system is DIY while ignoring that they required me to be. I made a request for a supervisor/manager and was told “they are in meetings”.


I call customer support to talk to upper management/supervisor/higher level, I am told again “they are in a meeting”. Customer tech makes every effort to dismiss or redirect problem and requiring me to pay for support while ignoring all these issues being directly caused by them.

I again ask for supervisor and am told they can not direct contact and I can get a call back. The rep states they will call me at 10am the next day. I make sure they know both of my contact numbers and repeat them back to me. I verify the time and that they are referring to EST.


No call, no contact.


I call customer support to talk to upper management/supervisor/higher level, I am told again “they are in a meeting”. They offer a call back, of course this does not happen.

BBB report submitted

22APR2022 Last day for Brinks to make a rebuttal to BBB, no comment, no contact, no resolve.


This report was posted on Ripoff Report on 04/22/2022 09:20 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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