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Guard-O-Matic Reviews (10)

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

To Whom It May Concern: RE: Complaint ID #[redacted]Mr. and Mrs. [redacted] signed a 36 month contract on May 20, 2014. A copy of this contract has beenincluded with this letter. As of today, only several months of this 36 month obligation have been fulfilled. The 36 month term of that contract is...

still in effect and therefore, an early cancellation will result in the customer being billed for the full term of the contract. The 36 month obligation is outlined clearly on the front of the contract. Mr. and Mrs. [redacted] were under no obligation to sign this contract if they found the contract terms unacceptable. The allegation that we were not at all interested in assisting the customer is simply untrue. We spent a lot of time communicating with the customer, by phone and email, in an effort to resolve their concerns. We have made, in writing, the following offers to resolve this issue and avoid our standard collections process. These offers are as follows:1- Transfer services to their new home so that they are able to take advantage of the remaining months of their contract. We also offered to convert their contract to month-to-month following the fulfillmentof the 36 months in question.2- A 15% reduction if they choose to cancel services and pay the balance of contract. This is being offered in light of their excellent payment history.3- If the customer chooses to cancel service and does pay their balance of contract, they will receive a letter from our office offering them that amount of credit for future monitoring services ONLY should they choose to return to our company for their monitoring services.Emails reflecting the above offers and showing our consistent communication with Mr. and Mrs. [redacted] can be provided if necessary.We are willing to provide any of the above solutions to Mr. and Mrs. [redacted], but simply cannot completely remove their obligation to fulfill their contract. Doing this would be unfair to the rest of our customer base.Thank you.[redacted]Guard-0-Matic

To Whom It May Concern: RE: Complaint ID #[redacted]It is our contention that the ongoing service issues being experienced by this customer are the result of problems with her phone service provider. This has been verified by two of our technicians,  as well as our service manager. If...

Ms. [redacted] chooses to terminate her monitoring contract early, she will be responsible for a balance of contract. These terms are clearly outlined on the attached copy of the contract. Since the initial term of this contract was 36 months, this leaves approximately  28 months outstanding on the contract. This means that if she does choose to terminate her contract early, she will be responsible for approximately $839.72. In an effort to resolve this issue amicably, we would be willing to split the cost of the balance of contract with Ms. [redacted]. This means that we will only charge $419.86 for the balance of contract. She will retain all ofher equipment and will then be free to seek another security provider. Considering the value of the equipment that Ms. [redacted] will retain if she chooses this option, this offer is both fair and reasonable. If Ms. [redacted] would like to proceed with cancelling her service, she will need to provide a cancellation  request in writing. This can be done by sending a letter to the following address: [redacted] Phoenix, AZ 85066. Once we have received this cancellation notice, we will issue a cancellation confirmation letter and an invoice for $419.86.Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], the issue is not with the phone provider, as the phones work as soon as their system has been disconnected.  It is there system that is interfering with the alarm and not the other way around.  That being said, I believe it is in both our best interests to sever this relationship, therefore, I accept the company's offer to cancel this agreement with the amount of $419.86 being the amount agreed upon to do so.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

[redacted] signed a 36 month contract on April 28, 2014. A copy of this contract has been provided with this letter. As of today, only a few months of this 36 month obligation have been fulfilled. The 36 month term of that contract is still in effect and therefore, an early...

cancellation will result in the customer being billed for the full term of the contract. We cannot make exceptions to this in any case, as it is in writing and doing so would be unfair the rest of our customer base.

The [redacted] were under no obligation to sign this contract if they found the contract terms or the cost of the monthly monitoring rate, with the additional cost of cellular service, unacceptable. The  equipment installed in their home was not proprietary and could be accessed by another security company. We also installed supplemental equipment, at no cost to the customer, with the understanding that they would fulfill their contract obligation.

We are willing to set up a reasonable payment plan with the customer in order to ease the financial burden, but are not able to remove their obligation to fulfill this contract.

Thank you.

Review: House was already hooked up with this company when we bought the house in 7/2013 from previous owner, we called them for service on 4/28/2014 but didn't get an activation till 5/1/2014. We were told by the sales rep. that we will get the same price as the previous owner which is $25/month but because we didn't have a home phone we got charged $10 more because they have to connect it to our cell phone. Also I just want 12 months of service but he said that it's now 36 months service minimum. When the installer came on 5/1/14, he said that the monitor is no longer useable and he needs to replace it with a new one and it's zero cost. The salesman also said that we will get 2 outdoor signs and after several phone calls to their rude staff and got the run around, we finally got them after over a month. We are not happy with the company and the services that were given. Due to my husband's health we had to move back to [redacted] because it's medically necessary and to be with family who can help us and he cannot adjust to the hot weather in **, When I called the company to cancel, I was told that we have to pay the remaining months which will cost close to $1000. I think that this is absurd and they should have exceptions. We don't mind paying a penalty but the full amount of services that we are not getting is just ridiculous. I just want the public to know that this Company is such a big rip off and was taking advantage of struggling individuals. We did try to transfer to service to the buyer of our house but he declined.Desired Settlement: We want to negotiate the amount we have to pay to cancel that is humanely acceptable. Thank you.

Business

Response:

[redacted] signed a 36 month contract on April 28, 2014. A copy of this contract has been provided with this letter. As of today, only a few months of this 36 month obligation have been fulfilled. The 36 month term of that contract is still in effect and therefore, an early cancellation will result in the customer being billed for the full term of the contract. We cannot make exceptions to this in any case, as it is in writing and doing so would be unfair the rest of our customer base.

The [redacted] were under no obligation to sign this contract if they found the contract terms or the cost of the monthly monitoring rate, with the additional cost of cellular service, unacceptable. The equipment installed in their home was not proprietary and could be accessed by another security company. We also installed supplemental equipment, at no cost to the customer, with the understanding that they would fulfill their contract obligation.

We are willing to set up a reasonable payment plan with the customer in order to ease the financial burden, but are not able to remove their obligation to fulfill this contract.

Thank you.

Review: Guard-O-Matic notified us that they were no longer able to receive a signal from the security system and they would need to send someone to repair the system. This is a vacation home, so we scheduled the repair for 6/17. On 6/17 their technician tried for one hour and forty minutes and still the system was unable to send a signal to them. They also knocked out our phones. Once they unplug their system, the phones reset and were working. Called Guarda, they sent a different technician out on 6/19, this technician spent another hour trying to make the system communicate. He also knocked out the phones, he disconnected the system and left without resolving the problem. The phones again reset and were again working, with their system disconnected.Desired Settlement: Since Guard-o-matic cannot provide service, this contract is nul and void, with no further payment required by us.

Business

Response:

To Whom It May Concern: RE: Complaint ID #[redacted]It is our contention that the ongoing service issues being experienced by this customer are the result of problems with her phone service provider. This has been verified by two of our technicians, as well as our service manager. If Ms. [redacted] chooses to terminate her monitoring contract early, she will be responsible for a balance of contract. These terms are clearly outlined on the attached copy of the contract. Since the initial term of this contract was 36 months, this leaves approximately 28 months outstanding on the contract. This means that if she does choose to terminate her contract early, she will be responsible for approximately $839.72. In an effort to resolve this issue amicably, we would be willing to split the cost of the balance of contract with Ms. [redacted]. This means that we will only charge $419.86 for the balance of contract. She will retain all ofher equipment and will then be free to seek another security provider. Considering the value of the equipment that Ms. [redacted] will retain if she chooses this option, this offer is both fair and reasonable. If Ms. [redacted] would like to proceed with cancelling her service, she will need to provide a cancellation request in writing. This can be done by sending a letter to the following address: [redacted] Phoenix, AZ 85066. Once we have received this cancellation notice, we will issue a cancellation confirmation letter and an invoice for $419.86.Thank you.

Review: My wife and I purchased a new built home by [redacted] Homes. When we visited the [redacted] Homes Design Center September 4, 2014 we met [redacted] who was a Sales Rep for Guard-O-Matic. We opted for the Security Basic Trim Package which states per contract, that the rate of $99 for the installation and equipment is sold to us at a discounted rate with a contract for minimum of 3 years monitoring. The monthly monitoring cost shall be $34 per month on a landline and after the initial 3 years, the monthly monitoring will be $25 per month on landline. The billing is to be done on a quarterly basis in which the first 3 quarters of 2015, we received our bill directly from Guard-O-Matic. We just received an invoice for 4th Quarter 2015 from My Alarm Company, which I believe is being used by Guard-O-Matic now for billing assistance. On the invoice, it states that our monthly monitoring fee is $25 and we are being charged $9 per month of Equipment Financing. This extra charge was later clarified by My Alarm Center as our monthly lease for the equipment.

The contract we signed on September 4, 2014 with Guard-O-Matic does not say anything about us leasing or financing the equipment for the security system we have installed in our home. The builder, [redacted] Homes has also told me that we own the equipment. Since we own the equipment, why are we paying a leasing fee to Guard-O-Matic?Desired Settlement: Guard-O-Matic has hidden charges from us. The contract we signed is for a monthly monitoring fee of $34 for the first 36 months, nothing was written down regarding leasing the equipment in which we own since we paid $99 for the installation and equipment initially on September 4, 2014. We are not paying for the $9 per monthly equipment leasing charge as it is ridiculous that I'm paying for something that I own. I have already paid for the past 9 months not knowing the $34 monitoring fee we contracted included Equipment Leasing/Financing. I expect to receive a refund of $81 ($9 per month for 9 months already paid) and any future Quarterly bill to reflect only the monitoring fee of $25 per month. If this can't be done, I believe since the Equipment Leasing charge was never disclosed to us, Guard-O-Matic should release us from the contract since they were not completely honest about the charges.

Review: We have been 10 year customers of Guard O Matic. We sold our home, and moved into a rental home for 1 year. We called Guard O Matic to monitor our rental home. A salesman came out to take a look at the alarm system in the rental, and to sign us up. Our lease is up, we are moving into a new home, so we emailed Guard O Matic to cancel service. They told us we could not cancel because our contract was for 3 years. We took a look at the contract, and indeed, the salesman had written in 36 months. Big mistake on our part for not noticing. We explained if we had noticed on the contract we signed, or if the salesman had stated the contract was for 36 months, we would have never signed it. Guard O Matic was not at all interested in helping us out. [redacted] told us we would be sent to Collection if we did not pay for service on a house we no longer lived in. This is as horrendous as Customer Service gets. Guard O Matic has been completely unreasonable in offering us any reasonable solution to this problem.Desired Settlement: I do not want to pay for 2 more years of an alarm monitoring service for a house we no longer live in.

Business

Response:

To Whom It May Concern: RE: Complaint ID #[redacted]Mr. and Mrs. [redacted] signed a 36 month contract on May 20, 2014. A copy of this contract has beenincluded with this letter. As of today, only several months of this 36 month obligation have been fulfilled. The 36 month term of that contract is still in effect and therefore, an early cancellation will result in the customer being billed for the full term of the contract. The 36 month obligation is outlined clearly on the front of the contract. Mr. and Mrs. [redacted] were under no obligation to sign this contract if they found the contract terms unacceptable. The allegation that we were not at all interested in assisting the customer is simply untrue. We spent a lot of time communicating with the customer, by phone and email, in an effort to resolve their concerns. We have made, in writing, the following offers to resolve this issue and avoid our standard collections process. These offers are as follows:1- Transfer services to their new home so that they are able to take advantage of the remaining months of their contract. We also offered to convert their contract to month-to-month following the fulfillmentof the 36 months in question.2- A 15% reduction if they choose to cancel services and pay the balance of contract. This is being offered in light of their excellent payment history.3- If the customer chooses to cancel service and does pay their balance of contract, they will receive a letter from our office offering them that amount of credit for future monitoring services ONLY should they choose to return to our company for their monitoring services.Emails reflecting the above offers and showing our consistent communication with Mr. and Mrs. [redacted] can be provided if necessary.We are willing to provide any of the above solutions to Mr. and Mrs. [redacted], but simply cannot completely remove their obligation to fulfill their contract. Doing this would be unfair to the rest of our customer base.Thank you.[redacted]Guard-0-Matic

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

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Description: Security Control Equipment & System Monitors, Security Systems Consultants, Telephone Equipment & Systems Service & Repair, Lightning Protection Equipment, Television Sys & Equipment - Closed Circuit, Telecommunication Equipment & Systems Service & Repair, Smoke Detectors & Alarms, Fire & Smoke Alarm Systems, Home Theater, Intercoms Systems & Services, Sash Operating Devices, Sound Systems & Equipment, Telephone Equipment & Systems Dealers, Telephone Equipment & Systems Supplies & Parts, Burglar Alarm Systems - Dealers, Monitoring & Service

Address: 2155 E Jones Ave, Phoenix, Arizona, United States, 85040-1482

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