BRINKS Security - wrongful false alarm

Dear Complaints Staff:

I am writing this to inform everyone that BRINKS Security System is not very helpful when they make a mistake of calling the Police without first verifying with the owner of the house.

The BRINKS Security representative made a mistake of calling the Police, when the alarm went off, without first checking/calling my dad - who is the primary owner of the house. Now we received a bill from the City for $115.00. Through no fault of our own, BRINKS Security system has caused us stress and time in resolving to pay the $115.00.

The BRINKS Security System customer representatives were very rude and unhelpful in resolving our situation. When the alarm goes off, a BRINKS Security System customer representative calls the house immediately. I answered the phone, and gave the password and its spelling. Since I did not provide the extra end letter of the password, the BRINKS representative called the Police immediately, without consulting my dad first. After the BRINKS representative called the Police, they called my dad - who told BRINKS not to send the Police. By that time, it was already too late.

My dad and I called two BRINKS Security customer representatives this morning. They insisted that because the password was missing one letter, it was not their fault for calling the Police immediately. However, in the BRINKS contract, it specifically states that BRINKS Security is not to call the Police without consulting and verifying first with the primary owner - which is my dad.

After approximately 10 - 15 minutes of being on the phone with the BRINKS Security customer representative, who insisted it was not their fault - she finally gave the address for their ALARM FINE RESEARCH. She mentioned that we still need to pay the fine at this time, and that we will need to write a letter to BRINK's Alarm Fine Research, with a document indicating that we paid the fine.

Overall, when BRINKS Security personnel makes the mistake of calling the Police, they make us the customers pay for their mistake. They are not very helpful in helping us in resolving false alarms made by them.

Sincerely,

Sylvia

Comment On This

It doesn't sound like it is Brinks fault. Sounds like they did what they are supposed to do. I have Brinks. Lets say for instance that someone breaks into your home. They as for the codeword and the person who just broke it gives a codeword that is not exactly what you gave (after all how effective is a password if anything given will work). If I am not mistaken the policy is if someone answers the phone and gives incorrect codeword they will dispatch police. They also mentioned something about if someone was at your home holding you up and the alarm goes off you give them the wrong codeword and they will dispatch police for you that would save your life hopefully without alerting the perpetrator that cops have been called. Sounds to me that is what they did. Sounds like you should pay your fine and quit bitching it is not their fault you cannot remember your own password. They did what they were supposed to do and may have saved your life if it were a real emergency. Be grateful it works. Thanks.