Complaint Review: Brinks Home Security - Frederick Maryland

I do not believe the consumer should be responsible for repair to equipment owned by the security company unless that equipment was actually damaged by the customer. In the 25 years I've been in the security profession I've never seen a contract like the one Brinks uses. We lease (not rent) alarm systems and even the batteries are replaced as a maintenance item that is NOT billed to the customer as long as the lease portion of the contract is in effect. At the end of three years, the customer is given the opportunity to purchase the equipment for $10.00 and the monthly service charge is reduced to reflect the cost of monitoring the equipment only. If they elect to to include "maintenance", a small additional montly charge is added. In addition, Brinks (or any alarmco) should be providing annual service to all the equipment they "own" or lease at NO CHARGE.

I think that Brinks has rectified the situation, and the rebuttal provides absolutely sound advice about reading contracts. However, I must reinterate that 1) in my case, the presentation of the contract was misleading-you think you're agreeing to service contract for $5 when you're actually agreeing to 3 yrs at $35/mo, and it would take a lawyer to tell the difference. 2) if Brinks REALLY wants you to know what you're agreeing to, then the they would put it in a reasonable sized font, not a microscopic typeface. No reasonable person would look at that contract and say it is clear what is being agreed. If Brinks is responsible, and has the consumer's interest in mind, then they'll write a clear and readable contract.

It seems to me that every one of the reports (all 9 of them) seem to revolve around the fact that consumers do not like the fact that they knowingly signed a contract with Brinks and are obligated to pay the contract out. The fact that our company has been in business since the 80's and we only have 9 negative comments seems to tell me we must be doing something right. We have won numerous awards including JD Powers and associates for 4 years in a row for our customer service. We have over 1 million customers and are still growing. I personally see every day how much Brinks gives in credits. When a consumer signs up for the 3 yr contract they are given the option to purchase the service plan which covers all labor charges. Brinks covers the parts for the system for ever. If you were asked to sign a new contract at any time I can assure you that the techs do not carry contracts around with them for everyone to sign.(It was included in the service call notes) We will let you know when you are scheduling your service call that you can sign a new contract (that is your choice). We do not try to con you into it signing a contract. If you do not want to sign a new contract, pay for the service call and that is that. I know it sounds so cliche to tell consumers to read the contracts that they are signing their name to but I will say it again....Read what you are signing. If you do not agree with it... Don't sign it! When you buy anything a car, a house, a cell phone or anything that may have a contract there are terms and conditions. The same applies to Brinks.

It seems to me that every one of the reports (all 9 of them) seem to revolve around the fact that consumers do not like the fact that they knowingly signed a contract with Brinks and are obligated to pay the contract out. The fact that our company has been in business since the 80's and we only have 9 negative comments seems to tell me we must be doing something right. We have won numerous awards including JD Powers and associates for 4 years in a row for our customer service. We have over 1 million customers and are still growing. I personally see every day how much Brinks gives in credits. When a consumer signs up for the 3 yr contract they are given the option to purchase the service plan which covers all labor charges. Brinks covers the parts for the system for ever. If you were asked to sign a new contract at any time I can assure you that the techs do not carry contracts around with them for everyone to sign.(It was included in the service call notes) We will let you know when you are scheduling your service call that you can sign a new contract (that is your choice). We do not try to con you into it signing a contract. If you do not want to sign a new contract, pay for the service call and that is that. I know it sounds so cliche to tell consumers to read the contracts that they are signing their name to but I will say it again....Read what you are signing. If you do not agree with it... Don't sign it! When you buy anything a car, a house, a cell phone or anything that may have a contract there are terms and conditions. The same applies to Brinks.

It seems to me that every one of the reports (all 9 of them) seem to revolve around the fact that consumers do not like the fact that they knowingly signed a contract with Brinks and are obligated to pay the contract out. The fact that our company has been in business since the 80's and we only have 9 negative comments seems to tell me we must be doing something right. We have won numerous awards including JD Powers and associates for 4 years in a row for our customer service. We have over 1 million customers and are still growing. I personally see every day how much Brinks gives in credits. When a consumer signs up for the 3 yr contract they are given the option to purchase the service plan which covers all labor charges. Brinks covers the parts for the system for ever. If you were asked to sign a new contract at any time I can assure you that the techs do not carry contracts around with them for everyone to sign.(It was included in the service call notes) We will let you know when you are scheduling your service call that you can sign a new contract (that is your choice). We do not try to con you into it signing a contract. If you do not want to sign a new contract, pay for the service call and that is that. I know it sounds so cliche to tell consumers to read the contracts that they are signing their name to but I will say it again....Read what you are signing. If you do not agree with it... Don't sign it! When you buy anything a car, a house, a cell phone or anything that may have a contract there are terms and conditions. The same applies to Brinks.

It seems to me that every one of the reports (all 9 of them) seem to revolve around the fact that consumers do not like the fact that they knowingly signed a contract with Brinks and are obligated to pay the contract out. The fact that our company has been in business since the 80's and we only have 9 negative comments seems to tell me we must be doing something right. We have won numerous awards including JD Powers and associates for 4 years in a row for our customer service. We have over 1 million customers and are still growing. I personally see every day how much Brinks gives in credits. When a consumer signs up for the 3 yr contract they are given the option to purchase the service plan which covers all labor charges. Brinks covers the parts for the system for ever. If you were asked to sign a new contract at any time I can assure you that the techs do not carry contracts around with them for everyone to sign.(It was included in the service call notes) We will let you know when you are scheduling your service call that you can sign a new contract (that is your choice). We do not try to con you into it signing a contract. If you do not want to sign a new contract, pay for the service call and that is that. I know it sounds so cliche to tell consumers to read the contracts that they are signing their name to but I will say it again....Read what you are signing. If you do not agree with it... Don't sign it! When you buy anything a car, a house, a cell phone or anything that may have a contract there are terms and conditions. The same applies to Brinks.