Guardian Protection Services Inc

Guardian Protection Services, Inc(“Guardian”) is in receipt of Ms***’s complaint to your officeGuardian values the opportunity to provide response and facilitate resolution of her concerns
For background, please note that Mrand Ms*** originally met with
Guardian in September to review products and services that were available for their new home, which was under construction at the timeGuardian presented various products and services for their consideration, after which Mrand Ms*** decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring servicesIn order to memorialize the specifics of their transaction with Guardian, Mrand Ms*** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on September 23, The initial term of the Agreement was clearly designated as a period of sixty (60) monthsMrand Ms*** acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Mrand Ms*** also executed the Agreement by affixing their signatures at the bottom of the form
Additionally, during the sales process Mrand Ms*** were provided with three (3) business days to review and consider the transaction to which they were entering with the option of terminating the transaction with no further obligationThis fact is evidenced by Mrand Ms***’s written acknowledgment in the Notice of Cancellation form which is a separate documentWhen Mrand Ms*** did not cancel their transaction, Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating their system and 24-hour monitoring servicesMrand Ms***’s system was installed and activated on May 5,
On September 11, with eight (8) months remaining in the initial term of her Agreement, Ms*** informed Guardian that she had moved from the monitored premises and expressed interest in activating the existing security system in her new homeMs*** expressed that she would gather further information regarding the existing security system and contact Guardian so that the transfer of services could be coordinated
On October 10, 2014, Ms*** contacted Guardian to dispute an invoice received for monthly monitoring feesGuardian’s representative explained that the initial term of Ms***’s Agreement had not yet been satisfied and that billing would continue until the term expiredAlternatively, Ms*** may remit an early termination fee to cancel her account immediatelyGuardian’s representative reiterated the previous offer to activate the existing security system in Ms***’s new home however Ms*** declined and stated she would contact the new tenants to inquire if they wished to activate services under a new agreementGuardian received the subject complaint shortly thereafter
Ms*** has expressed, “I think it is unfair for us to continue paying for a monitoring service we no longer use.” It is important to note that the ***s’ relocation from the monitored premises did not alter their legal obligation pursuant to the terms of their Agreement, which specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.”
Upon receipt of your letter, Guardian contacted Ms*** directly to facilitate resolution of her concernsWhile Guardian maintains its legal right to pursue fulfillment of the initial term of Mrand Ms***’s Agreement, in good faith Guardian agreed to accommodate Ms***’s request to cancel her account without further paymentMs***’s account was cancelled effective October 17, and she will receive no further billing statements from GuardiansMs*** has expressed her satisfaction with this resolution
Thank you for providing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-####, ext. ***
Sincerely,
*** ***, Director
Account Management Department

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Guardian Protection Services, Inc(“Guardian”) is in receipt of Ms***’s complaintGuardian values the opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties
For background, please note that Ms***
originally met with Guardian in May to review products and services that were available for her new home, which was under construction at the timeGuardian presented various products and services for her consideration, after which Ms*** decided to engage Guardian to install electronic security hardware in her new home and provide 24-hour security monitoring servicesIn order to memorialize the specifics of her transaction with Guardian, Ms*** executed a Residential Monitoring Agreement (“Agreement”) on May 16, The initial term of the Agreement was clearly designated as a period of sixty (60) monthsMs*** acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Ms*** also executed the agreement by affixing her signature at the bottom of the form
Additionally, during the sales process Ms*** was provided with three (3) business days to review and consider the transaction to which she was entering with the option of terminating the transaction with no further obligationThis fact is evidenced by Ms***’s written acknowledgment in the Notice of Cancellation form which is a separate documentWhen Ms*** did not cancel her transaction, Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating her system and 24-hour monitoring servicesMs***’s system was installed and activated on September 11,
Ms***’s letter expresses dissatisfaction related to the use of her cell phone to activate/deactivate her alarm system and further expresses that a “number” of calls to Guardian for assistance did not resolve the issueUpon receipt of your letter, Guardian conducted a thorough review of Ms***’s account including a review of all telephone conversations(Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Our records indicate Ms*** contacted Guardian on November 29, to inquire which application should be downloaded to enable her to activate and/or deactivate her security system through her cellular telephoneGuardian’s representative assisted Ms*** by providing that information to herSubsequent to November 29, 2012, Guardian received no further requests for technical assistance from Ms*** related to any aspect of her security system
Guardian received no further contact from Ms*** until July 2, at which time she informed Guardian that she was moving from the monitored premisesGuardian’s representative informed Ms*** that the initial term of her Agreement had not yet been satisfied and in order to terminate her Agreement prior to the end of its initial term, payment of an early termination fee was requiredIn an effort to assist Ms*** in fulfilling her obligations under the Agreement, Guardian offered to transfer her services to her new residence under a new AgreementGuardian also explained that should the purchaser of her home elect to activate monitoring services under a new Agreement, Ms***’s Agreement would be satisfied
On September 11, 2014, Ms*** informed Guardian that she did not wish to relocate services to her new residenceMs*** further requested that Guardian contact the new homeowners to determine if they wished to activate monitoring services under a new agreementGuardian made several attempts to contact the new homeowners through their real estate agent, however to date Guardian has not received a return call from any party
Guardian spoke with Ms*** on October 16, and informed her of the status of her account as well as the early termination fee required to cancel her account prior to the end of the initial termGuardian received the subject complaint shortly thereafter
Ms*** has expressed, “I don’t feel as though I should be responsible for balance of contract” due to her relocationIt is important to note that Ms***’s relocation from the monitored premises did not alter her legal obligation pursuant to the terms of her AgreementMs***’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.”
Upon receipt of your letter, Guardian contacted Ms*** directly to facilitate resolution of her concernsNotwithstanding the above, in a good faith effort to assist Ms***, Guardian offered to accept a reduced early termination fee and further offered to accept that amount in monthly installments until the balance is paid in fullMs*** accepted Guardian’s offer and agreed to remit the early termination fee in monthly installmentsUpon Guardian’s receipt of the final installment payment, Ms***’s account will be cancelled and her obligations under the Agreement will end
I am hopeful the above information has assisted to clarify this matter for all partiesThank you for the opportunity to address Ms***’s letterShould you have any questions, please contact me directly at ###-###-####, ext***
Sincerely,
*** ***, Director
Account Management Department

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Subsequent to the last repair, the system continues to go off from time to timeAnother service visit was conducted today, but I am not confident the issue is resolvedEach time a technician comes out they say they fixed the problem only to have it happen againI will wait another week or so and continue to call Guardian until they cancel the service or fix the problemPlease be advised that every time they come out, I have to leave the office early or go in late so it's an inconvenience for me as well as them
Regards,
*** ***

Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to provide response and address Mr***’s concerns
For background, Mr*** contacted Guardian on October 12, to advise he was moving
and wished to relocate monitoring servicesIn order to commemorate the transaction and prior to beginning monitoring services at his new residence, Guardian requested that Mr*** execute a new Sales and Monitoring Agreement (“Agreement”)Said Agreement was executed by Mr*** on October 12, The initial term of the Agreement is clearly stated to be forty-six (46) monthsPursuant to the terms of the Agreement, Guardian activated monitoring services at the new residence on November 23,
On October 7, 2013, Mr*** informed Guardian that he had moved from the monitored premises and was unable to relocate monitoring services to his new homeGuardian’s representative informed Mr*** that two (2) years remained in the initial term of his Agreement and provided options to assist Mr*** in fulfilling the Agreement, one being that the buyer of Mr***’s home could activate Guardian’s services which would satisfy his obligationMr*** indicated he did not have contact information for the new homeowner, however Guardian’s representative expressed he would attempt to contact the new homeowner via mail at the home addressIn the interim, Guardian’s representative informed Mr*** that while monitoring services could be placed out of service, billing of the account would continue while Mr*** remained within the initial term of his AgreementGuardian subsequently made many attempts to reach the new homeowners via mailUnfortunately, Guardian was not contacted in response to any of its mailings
Guardian received no further contact from Mr*** until October 31, at which time he disputed that Guardian continues to remit monthly invoices after his relocation from the monitored premisesGuardian’s representative informed Mr*** that billing continues as he remains within the initial term of his AgreementGuardian’s representative provided several options to assist Mr*** in fulfilling his obligation under the Agreement, including relocation of monitoring services to his new premisesMr*** declined all offers presented by Guardian and requested the cancellation of his account without further paymentGuardian received the subject complaint shortly thereafter
Upon receipt of your letter, Guardian conducted a thorough review of Mr***’s account including a review of the telephone call with Mr*** on October 7, (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Guardian’s research concluded that Guardian’s representative did inform Mr*** on October 7, that two (2) years remained in the initial term of his Agreement and that billing of the account would continue until the initial term concludes
Guardian has contacted Mr*** and discussed the above findings with him directlyDuring that conversation, Guardian explained that relocation from the monitored premises does not automatically relieve him from obligation under the AgreementNotwithstanding, Guardian apologized to Mr*** for any misunderstanding and in a genuine effort to bring swift resolution to his concerns, Guardian agreed to cancel Mr***’s account without further paymentMr*** accepted Guardian’s offer and his account was cancelled effective November 3,
I am hopeful the above information has assisted to clarify this matter for all partiesThank you for the opportunity to respond to Mr***’s concernsShould you have any questions, please contact me directly at ###-###-####, ext. ***
Sincerely,
*** ***, Director
Account Management Department

Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian welcomes the opportunity to provide response and assist in facilitating resolution to his concerns
Prior to receipt of your letter, Guardian had spoken with Mr*** and scheduled onsite
service to take place on April 9, The service appointment was conducted as scheduled at which time Guardian’s technician replaced Mr***’s *** *** system with a *** system at no charge to himPrior to departing the residence, the technician tested the devices and confirmed all to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring stationMr*** has since expressed his complete satisfaction with this resolution
Thank you for informing Guardian of this matterGuardian values Mr*** as a customer and appreciates the opportunity to serve his security needs
Should you have any questions, please contact me directly at ###-###-####, ext***
Sincerely,
*** *** Manager
Customer Service Department

Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to provide response and assist in facilitating resolution
Mr***’s letter expresses discontent related to his Agreement with Guardian related to his relocation
which occurred in February Guardian has researched its records in response to Mr***’s letter and offers the following
On February 14, 2011, Mrs*** informed Guardian that the parties had moved from the monitored premises and wished to relocate monitoring services to the new homeAfter lengthy discussion regarding the security needs at the new home, Guardian’s representative offered to provide a basic package at no charge in exchange for a new 60-month AgreementGuardian’s representative also provided pricing information for security devices in addition to those included in the basic packageMs*** accepted Guardian’s proposalAs such, Guardian prepared and mailed a new Agreement to Mrand Mrs*** for review and signature
Shortly thereafter, Guardian received the executed Sales and Monitoring Agreement (“Agreement”) dated February 14, The initial term of the Agreement is clearly designated in the “Special Conditions” section which states: “This is a month initial term.” Mr*** acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Mr*** also executed the Agreement by affixing his signature at the bottom of the formA copy of the Agreement is attached hereto for your recordsPlease note, a review of Mr***’s account revealed no record of him requesting a copy of the Agreement prior to receipt of the subject complaint
Pursuant to the terms of the Agreement, Guardian scheduled a technician to install the new security monitoring devices on May 24, Upon arrival, the technician found that the telephone service utilized by Mrand Mrs*** was not compatible with the security systemThe technician relayed this information to Mr*** and indicated that a cellular transmitting device could be installed which would allow the security system to transmit signals without the use of a telephone lineMr*** stated he would contact *** and request that the phone jack be activatedGuardian’s technician continued with installation of the selected security monitoring equipment and stated he would return to activate the system once Mr*** had secured a compatible telephone line
On May 26, 2011, Mrs*** contacted Guardian to express dissatisfaction with the size of the contacts installed and with the keypad which did not “talk.” Mrs*** further stated she had desired a key fob which she did not receiveGuardian’s representative reviewed the account and explained to Mrs*** that Guardian had no previous knowledge of her desire for a talking keypad or a key fobIn a genuine effort to satisfy Mrs***’s concerns, Guardian’s representative offered to upgrade the keypad and provided pricing information for the new deviceGuardian’s representative also offered to provide and program a key fob at no charge to the ***sGuardian’s representative inquired if the ***s had secured a compatible telephone lineMrs*** stated she would contact *** to activate the phone jackGuardian’s representative reiterated the previous offer to install a cellular transmitting deviceMrs*** indicated she would contact Guardian when the parties were prepared to activate services
Guardian spoke with Mrs*** on August 4, at which time she requested that the system be removed and replaced with a different systemGuardian’s representative informed Mrs*** that Guardian could accommodate her request however could not do so at no chargeMrs*** also informed Guardian that they had been unable to activate the telephone lines in the homeGuardian’s representative reiterated the offer to install a cellular transmitting deviceGuardian’s representative informed Mrs*** that he would research the cost involved with replacing the system and providing a cellular unit and would contact her with that information
Guardian subsequently made numerous attempts to reach the ***s regarding their request for a replacement systemGuardian did speak with Mr*** on October 20, at which time Mr*** requested the cancellation of his accountGuardian’s representative explained to Mr*** that he remained responsible for the initial term of the Agreement as Guardian had already provided and installed security monitoring equipmentGuardian’s representative urged Mr*** to schedule activation of the monitoring equipment so that he could take full advantage of the system
On July 8, 2013, Mrs*** contacted Guardian and reiterated her request to replace the current security systemMrs*** expressed discontent that the current system was not compatible with the *** phone serviceGuardian’s representative offered to replace the keypad and install a cellular unit at a 20% discount of the priceMrs*** indicated she would discuss Guardian’s offer with Mr*** and call back
Guardian received no further contact from the ***s until July 10, at which time Mr*** requested the cancellation of his accountGuardian’s representative explained that the ***s were ineligible to cancel the account at the present time without remitting an early termination feeThe call was abruptly terminated and Guardian received no further contact from the ***s until receipt of the subject complaint
Mr***’s letter expresses discontent that Guardian did not respond to an alarm event in July and further states Guardian “had not been protecting or monitoring our property as they claimed they would for over years.” With all due respect, Guardian finds Mr***’s assertions to be both misleading and blatantly falseMrand Mrs*** were keenly aware that their security system was not activated at the time of installation as it was not compatible with their telephone service, thus their system could not transmit signals to GuardianGuardian made numerous offers to provide and install a cellular transmitting device which would eliminate the need for a telephone line, however Mrand Mrs*** declined all offers for a cellular unitMrand Mrs*** also declined to secure an alternate phone service which was compatible with their security system
Mr***’s Agreement with Guardian clearly outlines the customer’s responsibility to provide a working telephone lineSection B of the Agreement states, “If the Company cannot connect the System to the telephone lines, then the Customer must contact the telephone company, which will install and bill the Customer directly for any telephone lines and equipment.”
Additionally, Section states: “Customer understands that: (a) the System communicates with the monitoring facility over one or more transmission systems, such as POTS (plain old telephone systems), VOIP, DSL, broadband, cellular, radio, internet, etc…(c) these transmission systems may not always be reliable or available… (e) for an additional fee, Customer may obtain further protection for the Premises, including alternate communication servicesCUSTOMER UNDERSTANDS THAT COMPANY AND/OR ANY THIRD PARTY MONITORING PROVIDER ENGAGED BY COMPANY WILL NOT RECEIVE SIGNALS FROM THE SYSTEM IF CUSTOMER’S TRANSMISSION SYSTEM IS NOT WORKING PROPERLY.”
In summary, Mrand Mrs*** were acutely aware that the system was not compatible with their *** phone service and was not communicating at any timeMrand Mrs*** declined to secure alternate telephone service and declined all offers made by Guardian to provide and install a cellular transmitting deviceBased on the above information, Guardian finds Mr***’s request for reimbursement unwarranted at this timeGuardian has at all times honored its obligation under the Agreement and respectfully expected Mr*** to reciprocateGuardian provided and installed expensive electronic security equipment at no charge to Mr*** with the expectation to recover that investment made over the 60-month term of the AgreementMr*** agreed to these terms by executing the attached Agreement
Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the initial term of Mr***’s Agreement, in order to bring swift resolution to this matter Guardian will accommodate Mr***’s request to cancel his account without further paymentGuardian has removed Mr***’s account from the third-party agency and he will receive no further billing statements from Guardian
Thank you for the opportunity to respond to Mr***’s letter and to further clarify this matter for all partiesShould you have any questions, please contact me directly at ###-###-####, ext***
Sincerely,
*** ***, Credit Manager
Credit & Collections Department

Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to respond and assist in facilitating resolution
While Mr***s complaint was directed to Guardian, it is important to understand that Guardian is contracted by
a separate and distinct firm by the name of Security Force, to provide 24-hour monitoring services, telephone customer support services and billing services for their customersMr***s account is among those for which Guardian provides these servicesMr***s sales transaction, system installation and system activation process took place directly between Security Force and Mr***; Guardian was not present and was not involved in any portion of the sales or system installation processFurther, Mr***s contractual arrangement is with Security Force, not GuardianGuardian is simply an agent for Security Force to provide services for Security Force customers as described above
Additionally, please note that Security Force is a separate and distinct company from GuardianGuardian does not control any day-to-day business activities or any internal policies or procedures of Security Force, including security evaluations, sales processes, installation practices or any other aspects of Security Force’s business
Our records indicate that Mr***s original transaction with Security Force occurred on January 27, at which time Mr*** executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with Security Force in order to engage monitoring servicesThe initial term of the Agreement was for a period of thirty-six (36) months
Upon receipt of the complaint, Guardian reviewed Mr***s account and his Security Force documentationGuardian then contacted Mr*** to provide explanation in an attempt to address his concernsDuring that conversation, Guardian’s representative explained the paperwork on file with Guardian, which included Mr***s Security Force Agreement which bears his initials beside the term of thirty-six (36) months and also bears his signatureAt the time of sale with Security Force, Mr*** was also provided with three (3) full business days to review his transaction and related paperwork to contemplate the decision to engage monitoring servicesDuring that timeframe, Mr*** possessed the option to cancel his transaction with no further obligationMr*** did not cancel the transaction and Security Force proceeded to fulfill its obligations as set forth in the Agreement
Mr*** reiterated that his Security Force sales representative promised the account could be cancelled at any time within the first six (6) months without penaltyGuardian’s representative reviewed the account and all corresponding paperwork and could find no indication of any such promisesAs such, Guardian immediately contacted Security Force and provided a copy of Mr***s complaint in an attempt to facilitate resolutionUpon learning of Mr***s concerns, Security Force reviewed its paperwork and also could find no reference to any promise that the account could be cancelled without penalty during the first six (6) months
Because Guardian is contracted by Security Force to provide 24-hour security monitoring for Mr***s account, Guardian does not possess the authority to terminate Mr***s Agreement with Security Force as he has requestedGuardian has advised Security Force of Mr***s complaint and his desire to cancel his Agreement with their firmSecurity Force is a highly respected firm and has agreed to accept a drastically reduced early termination fee in the amount of $(a 50% reduction) to cancel Mr***s account and remaining obligation
The above offer presented to Mr*** by Guardian is the same offer to which Security Force has authorized Guardian to extendGuardian believes this offer to be fair and reasonable and is hopeful Mr*** will concurThis offer is made available to Mr*** until close of business on February 9, after which it will be rescinded
I am hopeful this explanation assists in clarifying Guardian’s role in servicing customers of Security ForceThank you for allowing Guardian the opportunity to address this matterShould you have any questions, please do not hesitate to contact me at (866) 352-
Sincerely,
*** ***, Manager
Customer Service Department

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response in hopes of assisting Ms***
For background, Ms***’ account came to Guardian by way of an Authorized Dealer known as ***
***, LLC (“***”)As such, all aspects of Ms***’s sales transaction took place directly between *** and Ms***Guardian was not present during any aspect of the sales transaction or subsequent installation of Ms***’s systemIn order to establish a Guardian account for Ms*** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***All such required paperwork was provided thereby facilitating activation of Ms***’s services and subsequent billings
Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business
Our records indicate that Mr*** *** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on May 19, The initial term of the Agreement is designated as a period of sixty (60) monthsMrand Mrs***’s system was installed and activated by *** on May 19,
Ms***’s letter to your office has requested that Guardian “offer a reasonable termination fee” in order to cancel her accountUpon receipt of Ms***’s complaint, Guardian reached out to her directly to discuss her concerns furtherDuring that conversation, the parties were able to reach a mutually agreeable early termination fee amountGuardian confirmed that upon receipt of the early termination fee, Ms***’s account will be cancelled and she will be released from all further obligationMs*** has expressed her satisfaction with this resolution
Thank you for allowing Guardian the opportunity to address Ms***’s complaintShould you have any questions, please contact me directly at ###-###-####, ext***
Sincerely,
*** ***, Manager
Customer Service Department

Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns
For background, please note that Guardian provides low voltage wiring solutions (e.g
telephone, cable television, home networking, etc.) for Mr***’s home builderAs such, Guardian met with Mr*** in February to discuss his low voltage wiring needsDuring that meeting Guardian also presented additional products and services available for his new home, which was under construction at that timeSuch additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and moreAfter reviewing the available upgrades, Mr*** decided to engage Guardian to install a monitored electronic security system in his new homeMr*** acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on February 9, 2013, which designates its initial term as sixty (60) monthsIn addition to signing the form, Mr*** also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”
Mr*** asserts in his letter that he was “forced” into a Monitoring Agreement that he did not wantPlease be assured that Mr***’s sales consultant in no way coerced Mr*** into purchasing security equipment and/or executing the AgreementGuardian merely presented low-voltage upgrade options from which Mr*** selectedAfter making those selections, which are memorialized in writing and acknowledged by Mr***, Mr*** had three (3) full business days to review, alter or cancel his decisions with respect to any aspect of the transaction with GuardianMr*** acknowledged this policy by executing a “Notice of Cancellation” form at the time of saleGuardian did not receive a written request to cancel from Mr*** and therefore proceeded to provide and install security equipment and activate 24-hour monitoring servicesMr***’s security system was activated on June 19,
On January 17, 2015, Mrs*** contacted Guardian to dispute receipt of a billing statement for monthly monitoring fees, further stating that the ***s had not agreed to engage monitoring servicesGuardian’s representative explained that Mr*** executed an Agreement for an initial term of sixty (60) months with the first six (6) months of monitoring services to be provided at no chargeGuardian’s representative also explained that the recent billing statement reflected monthly monitoring fees which were now billable to the ***s
Guardian spoke with Mrs*** again on January 19, at which time Mrs*** stated she was unaware the security system was being monitoredGuardian’s representative confirmed that the system had been activated on June 19, and that the ***s received the first six (6) months of services at no chargeIn a genuine effort to assist Mrs***, Guardian’s representative offered to schedule a technician at no charge to demonstrate the use of the system to Mrand Mrs***Mrs*** declined to schedule an onsite demonstrationGuardian received the subject complaint shortly thereafter
Upon receipt of the complaint, Guardian contacted Mr*** to discuss his concerns directlyWhile Guardian maintains its legal right to enforce the terms of the Agreement, in this instance and as a show of good faith Guardian agreed to accept Mr***’s cancellation requestUpon receipt of Mr***’s written authorization to cancel his account, the balance due on the account will be waived and the account will be terminatedMr*** has expressed his complete satisfaction with this resolution
Thank you for informing Guardian of this matter and allowing Guardian the opportunity to address Mr***’s concernsShould you have any questions, please contact me directly at ###-###-####
Sincerely,
*** *** Manager
Customer Service Department

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian welcomes the opportunity to address Mr***’s concerns
Upon receipt of Mr***’s complaint, Guardian conducted a thorough review of his accountOur records indicate
Mr***’s initial transaction with Guardian occurred on September 29, 2014, at which time he executed a Builder Division Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's servicesThe initial term of the Agreement was clearly designated as a period of sixty (60) monthsMr*** acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Mr*** also executed the Agreement by affixing his signature at the bottom of the form
A “Notice of Cancellation” form, which bears Mr***’s signature, was also provided at the time of saleThis form serves to document that Mr*** received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage Guardian for the initial term periodDuring that timeframe, Mr*** possessed the option to cancel his transaction with no further obligationMr*** did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement
Upon receipt of the subject complaint, Guardian made several attempts to contact Mr*** to discuss his concerns directlyUnfortunately, Mr*** has declined to speak with Guardian
Notwithstanding the above, in a good faith effort to bring swift resolution to this matter, Guardian will agree to reduce the initial term of Mr***’s Agreement from sixty (60) months to thirty-six (36) monthsGuardian believes this offer to be fair and reasonable and is hopeful Mr*** will concur
Thank you for informing Guardian of this matterShould you have any questions, please do not hesitate to contact me at ###-###-####
Sincerely,
*** ***, Manager
Customer Service Department

Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to address Mr***’s concerns
For background, please note that Mrand Mrs*** originally met with Guardian in February to review products and services that were
available for their new home, which was under construction at the timeGuardian presented various products and services for their consideration, after which Mrand Mrs*** decided to engage Guardian to install electronic security hardware in their new home contingent upon activation of 24-hour security monitoring servicesIn order to memorialize the specifics of their transaction with Guardian, Mrand Mrs*** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on February 15, for an initial term of sixty (60) months commencing from the date of the activation of services
After their engagement of Guardian’s services, Mrand Mrs*** received three (3) full business days to review and consider the transaction to which they were entering with the option of terminating the transaction with no further obligationThis fact is evidenced by Mrand Mrs***’s written acknowledgment in the Notice of Cancellation form which is a separate documentGuardian did not receive Mrand Mrs***’s cancellation form and therefore proceeded to fulfill its obligations as set forth in the AgreementIt should be noted that Guardian would not have provided and installed expensive security equipment had Mrand Mrs* *** not elected to subscribe to Guardian’s 24-hour monitoring services
Mr***’s letter expresses that he contacted his Guardian sales representative prior to installation to request an upgrade to the equipment he originally selected and was dissatisfied to learn that his selections could not, in fact, be upgraded as he desiredUpon learning of Mr***’s concerns, Guardian conducted a thorough review of its records and Mr***’s accountOur records indicate that upon reviewing available products at the time of sale, Mrand Mrs*** selected a GE Concord hard-wired security system with hard-wired contactsGuardian completed the installation of the above-referenced hard-wired system and corresponding devices on June 17,
The activation of Mr***’s security system was scheduled to take place on August 1, Upon the technician’s arrival, Mr*** inquired about upgrading equipment to include a touchscreen keypadThe technician informed Mr*** that he would need to discuss the upgrade with his Guardian sales representativeAs such, Mr*** postponed the activation of his security system until he had spoken with Guardian regarding the upgrade
On August 4, 2014, Mr*** discussed the upgrade with a Guardian representative at which time Mr*** reiterated his desire for a touchscreen keypadGuardian’s representative explained that the touchscreen keypad is a component of a Simon XT wireless security system and not compatible with the hard-wired Concord system or the hard-wired devices already installed in Mr***’s homeGuardian’s representative further explained that in order to upgrade to a touchscreen keypad, Mr*** would need to purchase new wireless devices and that all hard-wired equipment currently installed in his home would need to be replaced with the aforementioned wireless devicesGuardian provided Mr*** with pricing information related to replacing the hard-wired devices for wireless devices in order to achieve a touchscreen keypadAfter learning the cost associated with swapping out the devices, Mr*** informed Guardian that he wished to retain the hard-wired system which had already been installed in his residence
Subsequently, Guardian made several attempts to contact Mr*** to reschedule the activation of his security systemGuardian reached Mr*** on September 15, at which time he expressed that he had engaged an alternative security provider and no longer wished to activate Guardian’s services
Guardian received no further contact from Mr*** until October 25, at which time Mr*** requested the cancellation of his accountGuardian’s representative informed Mr*** that he remained within the initial term of his Agreement and was ineligible to cancel his account without payment of an early termination feeGuardian received the subject complaint shortly thereafter
Mr***’s letter expresses dissatisfaction about receiving billing statements from Guardian as he had not activated 24-hour monitoring servicesRespectfully, Guardian incurred significant expense (equipment and labor expenses) to provide and install Mr***s system as specified in his AgreementSection “B” of Mr***’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty five (45) days following the installation of the SystemBilling therefore commenced pursuant to the terms of the Agreement
Upon receipt of the complaint, Guardian contacted Mr*** to discuss his concerns directlyIn a genuine effort to bring swift resolution to this matter, Guardian’s representative offered to accept a drastically reduced early termination fee of $(originally more than $2,pursuant to the terms of the Agreement) which would allow Guardian to recoup the costs associated with the equipment provided and installed in Mr* ***’s residenceUpon receipt of the amount of $660, Mr***s account will be cancelled and he will be under no further obligations to GuardianThe above offer shall remain available until close of business on January 12, after which it will be rescindedGuardian believes this offer to be fair and reasonable and is hopeful Mr*** will concur
I am hopeful the above information has assisted to clarify this matter for all partiesThank you for providing Guardian the opportunity to address Mr***’s concernsShould you have any questions, please feel free to contact me directly at ###-###-####
Sincerely,
*** ***, Manager
Customer Service Department

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms***’s complaintGuardian appreciates the opportunity to address her concerns and facilitate resolution
Ms***’s letter expresses that she was “tricked” into signing a new
agreement in order to lower her monthly rate and that she “didn’t realize that it was for another years at $20/month.” Upon receipt of Ms***’s letter, Guardian conducted a thorough review of her account including a review of all recent telephone calls(Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Respectfully, Guardian has found Ms***’s assertions to be false
Our records indicate Ms*** contacted Guardian on September 15, to request the cancellation of her account as she would be retiring and wished to cut expensesGuardian’s representative reviewed with Ms*** the benefits of having 24-hour fire and burglary protection in the homeGuardian’s representative further explained that Ms***’s monthly rate could be lowered should she wish to retain monitoring servicesMs*** expressed interest in retaining services at a lower rate and Guardian’s representative offered to lower her current rate to $23.95/monthGuardian’s representative further explained that the new rate could be locked in for as long as Ms*** desired, whether that be one year or five years, etcMs*** expressed that she wished to lock in the new rate for “as long as possible.” In response, Guardian’s representative offered to lower Ms***’s rate to $23.95/month for five (5) years with five (5) months of monitoring service at no chargeMs*** accepted Guardian’s offer and the five-year term
Guardian: “So you wanted to go ahead and do it and drop it down to $for years?”
Ms***: “OK.”
Shortly after accepting Guardian’s offer for a lower rate, Ms*** inquired, “What happens after the five years?” Guardian’s representative explained to Ms*** that her new rate would be locked in for the initial five-year term after which it may be eligible for a rate increase once her agreement entered the renewal stageMs*** then inquired if the rate could be lowered further than $23.95/monthAfter reviewing Ms***’s request with a supervisor, Guardian’s representative offered to lower Ms***’s current rate to $19.95/month for a five-year term
Guardian: “I did go ahead and get approval to go ahead drop that rate a little bit further down to $a month before taxesSo we can go $a month for the five yearsThat will be locked in for five years.”
Ms***: “OK.”
Based on the above information, Guardian can find no indication that its representative “tricked” or misled Ms*** in any way related to the five-year term of her new agreementTo the contrary, Guardian’s representative clearly defined the five-year term on several occasions during his conversation with Ms***Further, Ms*** clearly acknowledged her understanding that she was accepting a lower monthly rate for a term of five-years
Guardian discussed the above findings directly with Ms*** on October 17, Ms*** acknowledged her understanding of the above information and stated that she simply cannot afford monitoring services any longerWhile Guardian maintains its legal right to pursue fulfillment of Ms***’s agreement, in good faith Guardian agreed to cancel Ms***’s account pursuant to her requestSaid cancellation became effective October 17, Ms*** has expressed her complete satisfaction with this resolution
Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ###-###-####
Sincerely,
*** ***, Manager
Customer Service Department

I never said that I wanted to continue any new arrangement for "as long as possible". I also never acknowledged my understanding of the new terms of this contract. They should not pressure customers to sign electronically, but rather send the agreement out by mail so they have time to review the new terms of the contract
However, I am grateful that the manager at Guardian has agreed to cancel this contract. Thank you for your assistance with this matter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian welcomes the opportunity to provide response and address Ms***’s concerns
Ms*** has expressed dissatisfaction with costs associated with smoke detectors installed by
GuardianGuardian has reviewed Ms***’s account in response to her concernOur records indicate Ms*** executed a Residential Addendum on June 13, authorizing the installation of two (2) smoke detectors at a cost of $165/eachGuardian has also reviewed its paperwork in relation to Ms***’s belief that the smoke detectors were to be provided at no chargeRespectfully, Guardian can find no documentation evidencing any such promisesGuardian apologizes to Ms*** for any confusion
Upon receipt of your letter, Guardian contacted Ms*** to discuss her concerns directlyDuring that conversation, Ms*** agreed to return the smoke detectors to Guardian’s office via mailUpon receipt of the smoke detectors, Guardian will apply a credit to Ms***’s accountMs*** has expressed her satisfaction with this resolution
Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-####
Sincerely,
*** ***, Manager
Customer Service Department

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

After doing much research and many calls I feel that the company has taken advantage of me as a customer. I would like to resolve this matter, but need time to figure out what is fair. I have spent much time reviewing my contract, and found it confusing to say the least. I have made an error to a prior statement of not finding a stated fee on my contract for early terminations. I spoke with a representative on April 1st, to try to clarify the amount that they are saying I owe for early termination and he did not identify what the charges are for. I have spoke with several security companies that offer the services that I need, and found that they offer the same product for much less. They also do not have cancellation fee for early termination. Their contract terms are much shorter time period, and have very specific wording on the contract itself to make it more understandable I did state that I was willing to make some sort of payment, but I have now spent so mush time and effort on this matter that I feel I should not have to pay anything.Original day off work to have work done:hours x $= $150.00Phone calls made:hours x $= $200.00Full day off work on Wednesday 8th to have other companies discuss their product:hours x $= $400.00Time off work to get my system working and upgraded (the original reason that Gaurdian was supposed to make a service call to my house)hours x $= $200.00This totals = $which to more that my original amount that I was willing to pay.At this time I feel that Guardian should of handled the problem from the beginning, and not caused tha situation that I have had to deal with. Their monthly service fee that they were willing to drop $per month is still above the most expensive service by $12.00, and $above the least expensive service.At this point I still need time to decide what I want to do, and possibly get another service for my home. If I go with the company that I feel has better service and a lower monthly fee I will need time to get that in place. I really do not want my home left with no security service. Sincerely;*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.11/26/2014 Problem: So, I got response for a past complaint and of course these company does not take responsibility about what their sales people or their affiliates work and do business, that's why they claim they can not cancel my contract.I just had an alarm trigger at my house and I did not got to the phone because I was at the shower, and but the company does have a second PH# that they have Always call, well guess what Today They don't have that phone number on FILE really so who remove the number?.I call the central or their number and after being in hold for minutes a lady answered and tolled me that they will try to cancel the police dispatchwell I really hope they did because ill get a bill from the police if not, because these will be the 3rd alarm having in count that the other where because the system was not proper installed and the technician they send was so lazy to fix things that only experiment with cheap fixes.I guess i'll get another call from these company about these complaint and they will not assume any responsibility getting whatever excuseand they will send a response to the Revdex.com explaining all their loop holesbottom line DON'T FALL IN TO THE SAME MISTAKE I DID, DON'T USE THESE COMPANY TO TAKE CARE OF YOU HOUSE.Desired Outcome: Cancel my contract and pick up your system. 12/01/2014 Problem: So as always something goes wrong with these company and they dont take responsibility of what they do, funny that when something dost work they dont have documentation of the call or they dont have a LEGAL departmentI receive a call from them after another review and the resolution is that because of the contractor that sold my system is independent they can not cancel my contractthen I had an alarm I didnt have my phone handy they call the police directly, I call them and ask why they didnt call the 2nd number and they claim that they never had a 2nd number "please they used to call ALWAYS" but of course I asked "then tell me who remove the number" the operator had the usual answer my system is not giving me the information now "Please".Now my alarm started reporting a tampered attempt since Wednesday November the 24th because the lazy as of tech that they send to install tape the cables of the translator a is just doing no contactI call they schedule a service call for today Monday December the 1st between pm and 5pm.have in mind I spend all my thanksgiving weekend with a horrible beep in my house that wakes me up all night.I called times to have an ETA for the tech and the answer waswe don't have that information but the tech will be there before I call times to speak with the legal department the first time answer was: Is a subcontractor and is not at the office, what can I help you with.second: please hold, hold for minutes and hang upof course they wont call back third: our legal department is close now is pm hereOf course the technician NEVER SHOWED OFF I wasted hours waiting for these unprofessional.Desired Outcome: Cancel my Service or put me in with you legal departmentPick up your system