Guardian Force Security Systems

Complaint: I am rejecting this response because the business has not provided proper response or answer to all of our claim statements.To further reject the business' response, the business further stated in the response that they have a contract dated 7/28/and have done service/repair work on the buildingWe did not purchase the property until JUN 2014, so I'm not sure how the business would have had a contract with us before JUN We have never had services performed or billed from the business until recentIf there is a fee, the customer should be notified before repairEven if a fee charge occurred, our Accounts Payable should have been timely billed so to avoid further services and repairs, not the warehouse workerAt this point, the business has alleged falsified contract and claims of past work performed to the table, both of which do not existShould litigation arise, your statements will be used against you in courtAgain, we demand the charges to be dismissed; otherwise, we need the service to be terminated, and we will take further measures to seek damages through legal and media means to the fullest extent permitted by law and get justified Sincerely, [redacted] ***

Complaint: I am rejecting this response because: My wife [redacted] has told me Guardian Force Security lady called her and she reported that an alarm was going off inside the house and the lady she spoke with said it would be the morning of the next day before she could have someone come to our home for serviceMy wife then left because she could not stand to be in the houseI had gone to my office and had appointments,but two neighbors called my cell and left messages for me to call them and that my alarm was going offEarly afternoon I was able to call them and came homeThey said the alarm had been going off for some time and had recently stopped as I verified when I arrived homeI believed the problem had been solved somehowI spoke to my wife and she told me she had left and did not know if the alarm had stoppedI went back to work and came home about 6PM and the alarm was still silentAbout 2AM the next morning the alarm inside the house and outside the house began again and I started trying to silence them by unplugging wires on the panels,fire alarms,battery and finally the main box upstairs and finally both the inside and outside alarms stoppedThis took some one to 1/hoursEarly the next morning Icalled the lady at Guardian in Nederland and told her I wanted to discontinue serviceShe said we had approximately two years left on our existing contract and I told her I didnot remember a contract and requested she fax me a copy and she did soI read the contract and called her back and asked her to have the manager call me to discuss the problemShe said his name was [redacted] and she would ask him to callI called again several days later and he still has not called to discuss the problem [redacted] is the name of the lady at their officeAfter several more days of waiting I still had not heard from anyone with GuardianI then filed the complaint with Revdex.comThe response from them to the Revdex.com request is the first I have heardI want them to repair the system in my home,including any damage I might have caused by trying to silence the alarms and guarantee the repairs and system operation for days (especially a fire alarm in the front inside of the house that they have worked on some 4-times at my expense)We have been without an alarm(fire & burglar) for approximately a month nowIf they do not want to do this and agree to give us the right to discontinue the contract at our option, I want to continue witharbitration proceedings Sincerely, *** [redacted]

***, As we discussed, I have attached the service calls on the invoice in question and also a copy of the contract We really want to get this resolved and move forward On invoice we will credit the labor of $324.75, which will leave a remaining balance of $for the smoke detector that you will pay We will also credit the late charge of $You do understand that there is no maintenance policy on this account and that every time we go out, we will charge you a service fee There has been a critical message added to your account on our end and our office will verify with whoever is calling that they are aware of the chargeIf you would like to add a maintenance policy it is $per month (per system) This maintenance policy covers all labor during our working hours It does not include any material/parts You can choose to have the maintenance policy on just the fire or burg or on both systemsPlease respond on whether you wish the maintenance policy or not Also respond stating that you agree with the outcomeIf you are agreeable to the items outlined We will send a tech out to the site to verify the system is working properly at no chargeThanks! *** *** Guardian Force Security Services

Rather than argue the point of the misunderstanding we will be more than happy to come, at no charge and make your system whole again We apologize for the inconvenience If you could give me a time someone will be available to make the repairs I will make sure it happens Please be aware this service could take a couple of hours because we do not know the state of the system Someone will need to plan to be there during this process

We are certainly apologize that you did not have a pleasant experience with Guardian Force Security.   First let me say that you are paying Guardian Force Security for monitoring of your fire and burglar alarm systems.  The monthly fee does not include inspections or maintenance.  We...

have always billed those as performed.  I do agree that billing you in October for work performed in July and August is not a good practice.  I have discussed this with the billing staff and that will not happen again.  It is typically our policy to wait until the issue is resolved before we bill it.  With that in mind I will explain what happened.  We received a call on 7/8 stating that the panel went off.  When we got there the same day and the fire system was in alarm.  We cleaned smoke detector, reset the panel and it had a communication failure on the panel.  We said to contact your phone provider and have them check the phone lines.  We were there from 10:00-11:45, ticket is signed by [redacted].  On 7/17 we went back for same problem.  We replaced a defective smoke detector and checked the phone lines.  They were still down.  Customer was to call phone company.  We were there from 8:30-10:00.  On 8/11 we went back from 9:00-9:15 to see if the phone line issue was resolved.  It was not.  [redacted] signed all of the service tickets which I can email or fax to you if you would like.  These tickets were still not resolved because of the phone issues.  Therefore, we did not bill them.  On 10/5 we talked to [redacted] in California and she said to contact [redacted].  We called [redacted] and he said it was not up to him to get the phone work done.  He asked that we email him about the phone lines and he would let us know.  On 10/6 he emailed us to say the phones were still not fixed.  At that time we went ahead and invoiced you for 4 hours labor and one smoke detector.  We do have a minimum of one hour charge.  In the future we will invoice you promptly and we will also verify that the person requesting service knows we will bill.Our biggest concern is that you understand the fire alarm system and the burglar alarm system sends signals via an analog phone line.  Therefore, if the phone lines are down we CANNOT receive a signal.  That is why we been asking you to get the phone line fixed.   As to the age of the system, I really cannot tell you how old it is since it was in that building when you moved in last year.  I know that we monitored the system for the previous tenant at least four years.  We did not actually install the system originally.  We did try to get you to upgrade and add protection when you moved into that building, but it was declined.

As stated in the previous email.  You were billed for work performed.  We have not double billed.  You DO NOT have a maintenance policy.  We do have a contract dated 7/28/12 for monitoring.  I cannot confirm or deny what other companies do for you.  We have billed you in the past for service work, so I am not sure why you would believe that we would not bill you.  Whenever we call for service/repair work we are billed.  [redacted] has always been the person to let us in the building and sign the service ticket.  However, if this is not acceptable, you need to provide us with who needs to approve  service charges and who can sign the service ticket.  You are correct in the last time we were at that location the phone lines were not fixed.  We cannot say at this time if they are working or not.  We will be happy to make another trip to meet the phone company to verify the phones are working and this one will do at no charge.

I have read your response and have found it completely unacceptable. First, we have multiple distribution centers across the nation and each has a fire and burglar alarm system that comes with it. All the systems were pre-existing, but we would never be charged for maintenance because you would not be monitoring and should not be charging us monthly 'monitoring' fees if the system is not working in the first place. We've had panels that have gone off for no reason in our other facilities, and we would get a phone call to show us how to turn it off, if issue was diagnosed, technician would be sent out to our facility to correct the problem as a part of the service. EVEN IF this is not ample ground for you to dismiss those charges, you sent out a technician to the facility for repair without forewarning us of potential fees or charges or providing us clear indications of what those charges may possibly be. "Hidden charges" are unacceptable. EVEN IF those were not ample ground for you to dismiss the charges, you further stated that [redacted] signed for your service tickets, [redacted] does not have any rights to sign on behalf of GBM for any charges to the company. He is not a legal billing representative of the company, and from his statement, he stated that he only signed a service ticket as confirmation that the work was performed. EVEN IF this is not ample ground for you to dismiss those charges, you stated on 7/8, a technician came out to clean the smoke detector; you further stated that on 7/17, a technician came out again to change the smoke detector. You are charging us double labor for a failure fix in the first place. It is also my understanding that you are saying that the alarm system is still currently not up because of phone problems. I have verified with our phone company that the lines are in good-standing and should not have any problems. Therefore we demand the charges to be dismissed so we will continue using your service; otherwise, we need the service to be terminated, and we will take further measures to seek damages through legal and media means to the fullest extent permitted by law and get justified. Regards, -[redacted]

As soon as we receive the modified invoice it will be resolved.
Sincerely,[redacted]

Complaint: 10694179
I am rejecting this response because:The offer is acceptable,however we would expect a 90 day warranty on the work performed due to the history of repairing the same itemmore than two times on two or more items and a 30 day notice to withdraw from the five year contract. Otherwise we would ask for an arbitration panel decide this disagreement.
Sincerely,
[redacted]

[redacted], Attached is invoice 150835 which shows the credit and remaining balance as $97.43.  I have also attached the monitoring invoice which is the only other invoice on your account. [redacted]Guardian Force Security Services

Complaint: 10861837
I am rejecting this response because the business has not provided proper response or answer to all of our claim statements.To further reject the business' response, the business further stated in the response that they have a contract dated 7/28/12 and have done service/repair work on the building. We did not purchase the property until JUN 2014, so I'm not sure how the business would have had a contract with us before JUN 2014. We have never had services performed or billed from the business until recent. If there is a fee, the customer should be notified before repair. Even if a fee charge occurred, our Accounts Payable should have been timely billed so to avoid further services and repairs, not the warehouse worker. At this point, the business has alleged falsified contract and claims of past work performed to the table, both of which do not exist. Should litigation arise, your statements will be used against you in court. Again, we demand the charges to be dismissed; otherwise, we need the service to be terminated, and we will take further measures to seek damages through legal and media means to the fullest extent permitted by law and get justified. 
Sincerely,
[redacted]

Subject: Regarding Complaint #10694179After checking into this complaint # 10694179 I believe its just a misunderstanding.  On 6/17/2015 at 11:07 Mrs. [redacted] called requesting service saying the panel was beeping which indicates some kind of trouble with the system.  Going by her...

information there was no indication that the outside siren was going off .  We schedule service for the next day and she said ok.   Before we could get out there the next day Mr. [redacted] called to cancel the service stating he had pulled all the wires of the system and wasn't going to pay to have them all reconnected and wanted to cancel his service with us.  At that time we let him know he still had time on his contract and he requested a copy which was faxed to him.We will be more than happy to help him get his system going again.  If you have any questions please let me know.

Complaint: 10694179
I am rejecting this response because: My wife [redacted] has told me  Guardian Force Security lady called her and she reported that an alarm was going off inside the house and the lady she spoke with said it would be the morning of the next day before she could have someone come to our home for service. My wife then left because she could not stand to be in the house. I had gone to my office and had appointments,but two neighbors called my cell and left messages for me to call them and that my alarm was going off. Early afternoon I was able to call them and came home. They said the alarm had been going off for some time and had recently stopped as I verified when I arrived home. I believed the problem had been solved somehow. I spoke to my wife and she told me she had left and did not know if the alarm had stopped. I went back to work and came home about 6PM and the alarm was still silent. About 2AM the next morning the alarm inside the house and outside the house began again and I started trying to silence them  by unplugging wires on the panels,fire alarms,battery and finally the main box upstairs and finally both the inside and outside alarms stopped. This took some one to 1 1/2 hours. Early the next morning Icalled the lady at Guardian in Nederland and told her I wanted to discontinue service. She said we had approximately two years left on our existing contract and I told her I didnot remember a contract and requested she fax me a copy and she did so. I read the contract and called her back and asked her to have the manager call me to discuss the problem. She said his name was [redacted] and she would ask him to call. I called again several days later and he still has not called to discuss the problem. [redacted] is the name of the lady at their office. After several more days of waiting I still had not heard from anyone with Guardian. I then filed the complaint with Revdex.com. The response from them to the Revdex.com request is the first I have heard. I want them to repair the system in my home,including any damage I might have caused by trying to silence the alarms and guarantee the repairs and system operation for 90 days (especially a fire alarm in the front inside of the house that they have worked on some 4-5 times at my expense). We have been without an alarm(fire & burglar) for approximately a month now. If they do not want to do this and agree to give us the right to discontinue the contract at our option, I want to continue witharbitration proceedings. 
Sincerely,
[redacted]