Thursday, May 12th 2022, I called the customer care center because I was having issues with my system. It isn't working and I was interested in either technical support or discontinuing my service. I spoke with service agent Tavian (after going through numerous prompts and being on hold for over 20 minutes). He seemed to not understand and after another extended hold, he transferred me to Anakay. She gave me a Job Request number and said I needed to call another number. I called the number and spoke to Keisha (another hold) and she transferred me to Aubrey which was a wrong number. He transferred me to Lilian who transferred me to another Keisha. At this point, I had spent nearly 2 hours in wait time and no customer service. At this point I was truly ready to discontinue service and Keisha mentions I was in a contract (I was unaware). I enrolled during a promotion period and did not recall any mention of a 3 year contract. Unable to pay the $1300 to release from this contract, I requested the service call ($50). I disagreed with having to pay a service call for equipment not performing to any minimum standard after being locked into a contract. Since I am in a contract it should be the responsibility of the company to maintain the equipment to within a reasonable standard. If there is no contract I understand paying for a service call. Keisha agreed and set a service call for Monday May 16th 2022 between the hours of 12pm-4pm. She said she would waive the service fee. I left work early and waited until 3:30 when I called Joseph (Brinks) to inform them the technician had not shown up yet. He gave me a rather curt remark of the window was up to 4pm but could be later. I replied can you explain the purpose of giving a window if it is not going to be honored. He put me on hold for the final 30 minutes (4pm) and I was transferred to Andrea (I think). I asked her to repeat her name and she said Heather which sounds nothing like Andrea. After explaining the situation to her, she put me on hold and after another 15 mins or so I hung up. I called another number and was able to speak to Larasha and she was very apologetic but did very little to help or explain my recourse for taking a day off for an obviously missed appointment. She transferred me to Christopher (Allied) who only confirmed I did have an appointment. He assured me he would investigate and call me back in 20 minutes. Today is Tuesday and I am still waiting for this call. Hence if you want 4 days of headache, a run around from almost 10 different customer service (??) agents, poor quality equipment, service call fees, missed appointments, hidden contracts, and all from a single issue then Brinks may work for you. read more
