Guardian Protection Services Inc

March 8, 2017 Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mrs. [redacted]’s complaint.  Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.  Upon receipt of your letter, Guardian conducted a thorough...

review of Mrs. [redacted]’s account including all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) As a result, Guardian offers the following information.  Mrs. [redacted]’s letter states she was unaware she was extending the initial term of her Agreement with Guardian upon upgrading her security equipment in May 2015. Respectfully, our review into Mrs. [redacted]’s account revealed that both Mr. and Mrs. [redacted] verbally acknowledged the new 60-month term during a telephone conversation with Guardian on April 30, 2015. Further, the Residential Addendum executed by Mrs. [redacted] clearly sets forth the initial term in the Special Terms and Conditions section which states, “The current term of the Agreement will begin as of the date hereof and continue for 60 months hereafter.”  Mrs. [redacted] has also disputed the authenticity of her electronic signature which appears on the Residential Addendum dated May 2, 2015.  Please note, during the telephone conversation with Guardian on April 30, 2015, Guardian’s representative clearly explained that the Residential Addendum would be emailed to Mr. and Mrs. [redacted] for an electronic signature. Guardian’s representative further provided detailed explanation on the process to electronically sign and return the Residential Addendum. Both Mr. and Mrs. [redacted] acknowledged their understanding.  On February 16, 2017 with forty (40) months remaining in the initial term of her Residential Addendum, Mrs. [redacted] informed Guardian that she had engaged an alternate security provider. Guardian’s representative explained that Mrs. [redacted] remained within the initial term of her Residential Addendum and was ineligible to cancel the account absent payment of an early termination fee.  Guardian spoke with Mrs. [redacted] again on February 17, 2017 at which time Guardian’s representative reiterated that forty (40) months remained in the initial term of the Residential Addendum. Guardian’s representative offered to reinstall Mr. and Mrs. [redacted]’s Guardian security system and to apply credits to the account. Mrs. [redacted] declined all offers. Guardian received the subject complaint shortly thereafter. In response to Mrs. [redacted]’s assertion that Guardian’s representatives were “rude and threatening”, Guardian reviewed the telephone interactions with Mrs. [redacted] on February 16, 2017 and February 17, 2017. Respectfully, a detailed review of the subject telephone conversations revealed that Guardian’s representatives remained courteous and conducted themselves with the utmost professionalism in an earnest and good faith attempt to assist Mrs. [redacted].   Upon receipt of your letter, Guardian reached out to Mrs. [redacted] to discuss the concerns set forth in her complaint. During that conversation, Guardian reviewed the above information related to the Residential Addendum, initial term and electronic signature with Mrs. [redacted]. Guardian also explained to Mrs. [redacted] that at no time was she required to test her system on a monthly basis. Guardian only recommends monthly testing. Mrs. [redacted] disputed the information provided to her and terminated the telephone call.  While Guardian maintains its legal right to pursue fulfillment of the initial term of Mrs. [redacted]’s Residential Addendum, in this instance Guardian will accommodate Mrs. [redacted]’s request to cancel her account without further payment. This gesture is presented by Guardian in good faith to bring swift resolution to this matter.  Mrs. [redacted] will be receiving separate correspondence from Guardian related to the cancel date of her account. Upon cancellation, Mrs. [redacted] will receive no further billing statements from Guardian.  I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian to address Mrs. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                            Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty Department

Guardian Services, Inc. has not marketed security systems in the Fredericksburg market.  This customer apparently purchased a system from another company, probably Guardian Protection Services, Inc.  This is case 11826753. Please take off our file.

January 27, 2017 Dear Ms. [redacted]  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]s complaint. Guardian values the opportunity to address and resolve this matter for Ms. [redacted]. Ms. [redacted] has disputed the final balance due on her...

account after cancelling.  Our records indicate we spoke with Ms. [redacted] on January 10, 2017 at which time she requested the cancellation of her account. Guardian’s representative explained that 30 days’ cancellation notice is required and that the account would be cancelled effective February 13, 2017 (the next billing cycle date). Ms. [redacted] acknowledged her understanding at that time however Guardian received the subject complaint shortly thereafter.   In a good faith effort to resolve this matter, Guardian will amend the cancellation date of Ms. [redacted]s account to January 13, 2017. Additionally, Ms. [redacted] will receive a refund to her credit card in the amount of $36.77 for the payment remitted in January 2017.  I believe these gestures should fully resolve Ms. [redacted]s concerns. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.   Thank you for providing Guardian the opportunity to respond to this matter.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].             Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

February 15, 2017 Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint.  Guardian values the opportunity to address and resolve his concerns.  Prior to receipt of the subject complaint, Guardian spoke to Mr. [redacted] on February 13, 2017...

at which time Guardian offered to reduce Mr. [redacted]’s initial term to fifteen (15) months, the time remaining in the initial agreement term for his previous home.  Mr. [redacted] accepted and expressed his satisfaction with this resolution.  Guardian would like to apologize to Mr. [redacted] for any confusion or inconvenience. Guardian realizes and respects the sacrifices made by military personnel and would like to thank Mr. [redacted] for his business as well as his military service to protect our nation.   Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                             Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty Department

January 8, 2016
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to clarify this matter and assist in facilitating resolution.
For background,...

Mr. [redacted]’ account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Technology Solutions (“[redacted]”). As such, all aspects of Mr. [redacted]’ sales transaction and system installation took place directly with [redacted], not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’ services and subsequent billings.
Please note that [redacted] 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 [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Our records indicate that Mr. [redacted]’ original transaction with [redacted] occurred on February 4, 2014 at which time Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. Our records indicate [redacted] installed and activated Mr. and Ms. [redacted]’ system on February 15, 2014.
On March 27, 2014, Mr. [redacted] informed Guardian that upon review of the Agreement terms, he and Ms. [redacted] were surprised to discover a five (5) year initial term, further explaining that the [redacted] sales representative had promised a month to month contract. Guardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year term.
On November 13, 2014, Mr. [redacted] requested the cancellation of the account in an effort to cut back on costs. Guardian’s representative explained that he remained within the initial term of the Agreement and that he was ineligible to cancel absent payment of an early termination fee. Guardian’s representative further offered to apply a credit to Mr. [redacted]’ account in a good faith effort to provide assistance, however Mr. [redacted] declined the credit at that time.
Guardian had no further contact with Mr. or Ms. [redacted] regarding cancellation of the account until receipt of the subject complaint in December 2015.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his letter. During that conversation, Guardian’s representative again apologized to Mr. [redacted] for any confusion related to the initial term of the Agreement and further explained that a five-year term is standard through both Guardian and its authorized dealers. Mr. [redacted] acknowledged his understanding however expressed that he felt five (5) years to be too long of a commitment. In a genuine effort to earn Mr. [redacted]’ satisfaction, Guardian’s representative offered to reduce the initial term by thirteen (13) months. As such, the initial term will be reduced from sixty (60) months to forty-seven (47) months. Mr. [redacted] expressed his complete satisfaction with this resolution. Guardian values Mr. and Ms. [redacted] as its customers and appreciates the opportunity to continue providing them with their security monitoring services.
Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response received from Mr. A[redacted] fails to tell the whole story of the installation visit on March 23.  The vendor showed up to our home with only three of the ELEVEN sensors that were needed for our home. Remember they've previously installed the sensors that aren't compatible.  Secondly, the service technician admitted the sensors he brought were too large for residential use but was what was ordered? While I do appreciate the credits provided the matter remains open until we have resolution with an operable alarm system.Regards,
[redacted]

June 14, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the...

opportunity to assist Ms. [redacted] in resolving her concerns. Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] to discuss the issues described in her letter. As a result, Guardian will be scheduling onsite service to complete additional work at Ms. [redacted]’s home as agreed upon by the parties. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure that her concerns are addressed to her satisfaction. Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Should you have any questions, please feel free to contact me directly at [redacted].Sincerely,Mark (Greg) M[redacted], General Manager

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

May 25, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to provide...

response and clarify this matter for all parties. For background, Ms. [redacted] moved from her previous monitored home and transferred monitoring services to her new home in June 2016. Ms. [redacted] executed a Monitoring Agreement (“Agreement”) with Guardian on June 6, 2016 for the new monitored address. The initial term of the Agreement is designated as thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by placing her initials next to Section E which states, “The initial term of this Agreement is 36 months.” Ms. [redacted] also acknowledged the initial term by placing her signature at the bottom of the form. Ms. [redacted] was also provided with a “Notice of Cancellation” form at the time of sale which bears her signature. This form serves to document that Ms. [redacted] received three (3) full business days to review her transaction and contemplate her decision to engage Guardian for the initial term period. During that timeframe, Ms. [redacted] possessed the option to cancel her transaction with no further obligation. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted] has asserted that she was unaware of the 36-month initial term of her Agreement until March 2017, nine (9) months following execution of the Agreement. Guardian has reviewed Ms. [redacted]’s account and has respectfully found Ms. [redacted]’s assertions to be false. On October 1, 2016, Guardian contacted Ms. [redacted] to follow up regarding the installation of the system in her new home. During this recorded call, Guardian inquired if Ms. [redacted] was satisfied with the technician, installation, equipment, etc. Ms. [redacted] expressed dissatisfaction with the 3-year term of her Agreement however stated she would recommend Guardian’s services to others.On March 17, 2017, Ms. [redacted] contacted Guardian to request the cancellation of her account. Ms. [redacted] further stated she was never informed of the new 36-month initial term and that she believed that only the remaining term from her previous home would be transferred to the new site. Guardian’s representative explained that new equipment was installed in her new home, and further explained that the 36-month Agreement term was the minimum term which could be offered to offset the cost of the new equipment. Ms. [redacted] requested that the initial term be lowered and Guardian’s representative explained that the term could not be adjusted. In April 2017, Guardian received a written request from Ms. [redacted] to cancel her account or waive the 36-month initial term. Guardian reached out to Ms. [redacted] and spoke with her directly on April 12, 2017. Guardian’s representative reiterated that the initial term could not be adjusted. Guardian received the subject complaint one month later. Upon receipt of your letter, Guardian spoke with the representative who handled the relocation transaction with Ms. [redacted]. Guardian’s sales representative recalled the transaction and confirmed that Ms. [redacted] was clearly informed at the time of sale that the initial term of the new Agreement would be 36-months. The sales representative further recalled that Ms. [redacted] requested that the new Agreement only reflect the remaining term from her previous location, however Guardian’s representative explained that the minimum term which could be offered is 36-months. Based on the above information, Guardian finds no evidence to support Ms. [redacted]’s assertion that she was unaware of the 36-month initial term at the time of relocation. Ms. [redacted] was verbally informed of the initial term by Guardian’s sales representative. Ms. [redacted] acknowledged the initial term by placing her initials on the Agreement next to Section E which clearly defines the term to be 36-months. Ms. [redacted] also acknowledged the initial term in a recorded call on October 1, 2016 during a telephone survey with Guardian.Should Ms. [redacted] wish to cancel her account at the present time, the terms of her Agreement state she may do so upon remittance of an early termination fee. That amount is designated to be $750. Accordingly, upon Guardian’s receipt of payment of $750, Ms. [redacted]’s account will be cancelled and she will be released from all remaining obligation. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ([redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In response to this statement....."The following day, Guardian informed Mr. [redacted] that after review with a Guardian supervisor, it was approved to offer a base package plus one (1) smoke detector at no charge in exchange for execution of a new 24-month Agreement (4 month contract extension.)  Guardian also advised that for any future relocations, the [redacted]s can remove and take any security equipment with them to be installed and activated in their new home for an install fee of $195 and a minimum new 12-month Agreement. Guardian received the subject complaint shortly thereafter."  This statement is false.  This offer was extended to me after my complaint.  Prior to my complaint, no options were given to me other than extending my contract, or cancellation of contract, of which I was quoted over $1,000.  My concern, which has not been addressed in this response is why I was never told I needed to bring my equipment to the new home if I did not want to extend my contract!  This is my main complaint, I find this misleading and deceptive in order to trap a client into contract extensions.  I would have been happy to remove the equipment from my previous home, which is wireless equipment and easy to remove.  However, as aforementioned, I was not informed that this was an option.  This whole ordeal has put a bad taste in my mouth, which is why I haven't decided to extend my contract to the proposed 24 months.  I am simply afraid to sign any further contracts with this company.  After doing some research, I found multiple websites dedicated to this company and the way they go to business.  In order to bring this matter to a close, I am asking for my contract to be terminated, due to the deceptive business practice this company employs.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see attached addendum as referenced by Guardian.  It clearly states External Cameras and if you noticed the amount is $299 due per the contract not what they are billing me for of $499.  As far as calling into Guardian, I have phone records that will show that I made numerous attempts to contact them after installation, not just the one attempt in April.  In April is when it was escalated to Revdex.com.  I did not attached any phone records (but I can if needed) because I feel the contract speaks for itself.
Regards,
[redacted]

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

March 16, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
[redacted]
[redacted]
RE: [redacted]
Dear [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter....

Guardian values the opportunity to provide response in hopes of assisting [redacted].
[redacted]’s letter expresses discontent that his security system was not functioning properly and that he continued to remit payment for monthly monitoring fees during this time. As a result, [redacted] has requested reimbursement for six (6) months of monitoring services. Guardian has reviewed its records in response to [redacted]’s concerns and offers the following information.

In November 2014, with just over three (3) months remaining in [redacted]’s initial term, Guardian did not receive a regularly scheduled test signal from [redacted]’s residence. Guardian assisted [redacted] in conducting a test of his system which confirmed that signals were not being properly transmitted to Guardian’s central monitoring station. Guardian’s representative reviewed [redacted]’s account and informed him that his equipment was in need of an upgrade to a newer version of cellular communication due to the cell company recently upgrading their equipment from 2G to 4G. Guardian’s representative offered to replace the device at no charge to [redacted] in exchange for a new 36-month agreement. Guardian’s representative also informed [redacted] that he would receive a 7” tablet at no charge in apology for the inconvenience. [redacted] declined the offer as he did not wish to extend his contract. In an effort to assist [redacted] in restoring communication from his system, Guardian’s representative then offered to replace the device at no charge in exchange for a $75 technician fee. [redacted] declined Guardian’s offer and expressed dissatisfaction with the $75 installation fee. [redacted] further stated that he wished to complete the initial term of his agreement and then cancel his account.
On January 13, 2015, [redacted] contacted Guardian and requested the cancellation of his monitoring services, citing dissatisfaction that he was remitting monthly monitoring fees while his system was not transmitting signals. Guardian’s representative reiterated the previous offer to upgrade the cellular radio at no charge in exchange for a new 36-month agreement. In addition, Guardian’s representative offered to lower [redacted]’s monthly monitoring rate and to upgrade his system to interactive services. [redacted] stated he wished for time to consider the offer.
Guardian spoke with [redacted] on February 27, 2015 and inquired if he had considered the previous offer to upgrade his equipment. [redacted] expressed he did not wish to complete the upgrade and that he intended to cancel his account at the end of his initial term. [redacted] further expressed discontent that he would be required to remit a $75 installation fee to replace the device without executing a new agreement.
On March 11, 2015, [redacted] requested the cancellation of his account. Prior to processing cancellation, Guardian’s representative reviewed the previous offer to upgrade [redacted]’s equipment to interactive services, provide and install a new cellular radio at no charge and lower his monthly monitoring fee in exchange for a new 36-month agreement. In good faith, Guardian’s representative also offered to provide [redacted] with six (6) months of monitoring service at no charge in apology for the inconvenience. [redacted] declined Guardian’s offer and requested to move forward with cancellation. Pursuant to his request, Guardian has processed [redacted]’s account to be terminated effective March 31, 2015. Guardian received the subject complaint shortly thereafter.
Upon receipt of the complaint, Guardian reached out to [redacted] directly to provide explanation. During that conversation, Guardian’s representative reviewed with [redacted] the upgrade offer presented to [redacted] in November 2014. At that time, [redacted] declined to upgrade his equipment and informed Guardian that he wished to cancel his account when his initial term expired in a few months. Guardian’s representative explained that had [redacted] pursued cancellation of his account in November 2014, the terms of his agreement would have required an early termination fee in excess of $1,500. By continuing to remit monthly monitoring fees until the end of his initial term on February 28, 2015 (four payments of $42.85 = $171.40), [redacted] saved a significant amount of money. [redacted] expressed his understanding with Guardian’s explanation and further stated that he is happy with his decision to complete his initial term prior to cancelling his account.
Thank you for allowing Guardian the opportunity to address this matter for [redacted]. Should you have any questions, please contact me directly at [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

May 31, 2016
Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”).
While Guardian maintains the legal right to pursue fulfillment of the full terms of Mr. [redacted]’s Agreement, in this instance Guardian will accommodate Mr. [redacted]’s request and cancel his account. Upon cancellation, the balance on the account will be waived and Mr. [redacted] will receive no further billing statements from Guardian. Guardian has spoken with Mr. [redacted] directly who has expressed his complete satisfaction with this resolution.
Should you have any questions regarding the above, please do not hesitate to contact me at [redacted], ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

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

May 20, 2015
RE: [redacted], Complaint #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns.
Mr. [redacted] indicates in his complaint that he wishes to cancel his account as he has moved from the monitored premises into an assisted living facility. Prior to receipt of your complaint, Guardian processed the cancellation of Mr. [redacted]’s account. Said cancellation became effective May 20, 2015. Monitoring services at Mr. [redacted]’s residence have been discontinued and Mr. [redacted] is under no further obligation to Guardian. Guardian apologizes to Mr. [redacted] for any confusion and would like to wish him all the best.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,

[redacted] Manager
Customer Service Department

January 27, 2017Thank you for forwarding a copy of Mr. [redacted]’s most recent comments to Guardian Protection Services, Inc. (“Guardian”).  Pursuant to his request, attached please find a copy of the Residential Addendum electronically executed by Mr. [redacted] on September 2, 2015.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                            Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty Department

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response.
Guardian has conducted a thorough review of Mr. [redacted]’s account and found that his initial transaction with Guardian occurred on July 29,...

2013, at which time he executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring and Repair Agreement (“Monitoring Agreement”) in order to engage Guardian's services. The initial term of the Monitoring Agreement was for a period of three (3) years.
Pursuant to the Sales Agreement executed by Mr. [redacted], Guardian agreed to monitor the existing security system in Mr. [redacted]’s residence. More specifically, Guardian agreed to takeover/tie-in twenty-four (24) existing devices, install a new glass break sensor and to replace the existing panel/keypad. Mr. [redacted] was made aware that any existing equipment would not be warranted by Guardian because it was not installed by Guardian; Guardian merely connected to those existing components and agreed to monitor the system. However, any additional parts installed by Guardian are warranted by Guardian for a period of ninety (90) days pursuant to the terms of the Sales Agreement.
Mr. [redacted]’s existing system was activated and new components installed on August 8, 2013. Prior to departing the residence, Guardian’s technician tested all devices and confirmed all to be working properly as evidenced by receipt of all signals in Guardian’s central monitoring station.
Subsequent to activation, Mr. [redacted] began to experience issues with the existing smoke detector devices in his home. While the smoke detectors were not covered under Mr. [redacted]’s warranty as they were not installed by Guardian, as a courtesy Guardian provided and installed five (5) new smoke detectors at no charge to Mr. [redacted] in a genuine effort to earn his satisfaction.
Mr. [redacted] also reported issues with window contacts which were components of his existing system and not installed by Guardian. In response to Mr. [redacted]’s concerns, Guardian dispatched a technician to inspect the window contacts and make necessary repairs. As a result, Guardian’s technician found the weather stripping/insulation around the windows to be interfering with the function of the window contacts. Upon the technician reporting his findings to Mr. [redacted], Mr. [redacted] requested that all existing (hard-wired) window contacts be replaced with new wireless devices. Guardian provided Mr. [redacted] with the cost associated with replacing the devices, however Mr. [redacted] declined. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] directly in an effort to facilitate resolution of his concerns. During that conversation, Guardian’s representative offered to schedule onsite service to fully inspect Mr. [redacted]’s system and make any necessary repairs to ensure the system is functioning to its full potential. Guardian’s representative also explained that Mr. [redacted] had subscribed to Guardian’s Extended Repair Agreement, thus onsite service appointments are conducted for a $25 co-pay in lieu of Guardian’s standard service rates. Mr. [redacted] declined to schedule onsite service as he refused to remit any payment for onsite service.
Mr. [redacted] reiterated his request to replace the existing hard-wired devices with new wireless devices and further requested that the service be completed at no charge to him. Guardian’s representative informed Mr. [redacted] that due to the large number of devices in the home which would need to be replaced (approximately 30 devices), Guardian was unable to provide the equipment at no charge however Guardian’s representative offered to provide the equipment to Mr. [redacted] at a drastically reduced cost of $25/device. Mr. [redacted] expressed dissatisfaction with the cost associated with the devices and declined Guardian’s offer.
Mr. [redacted] informed Guardian’s representative that he wished to cancel his account, and be fully refunded for all monies paid to date. Mr. [redacted] also requested that Guardian reinstall his original panel which he had in his possession. In a genuine effort to bring resolution to Mr. [redacted]’s concerns, Guardian’s representative agreed to release Mr. [redacted] from his Agreement with no early termination fee and further agreed to refund the nine (9) months of monitoring services paid to date. However, Guardian’s representative informed Mr. [redacted] that Guardian in unable to reinstall his previous equipment. Mr. [redacted] informed Guardian that he finds the offer unacceptable and further expressed that he will engage another company to install the equipment and forward the billing statement to Guardian for payment. Guardian’s representative apologized to Mr. [redacted] and expressed that Guardian respectfully will not remit payment to another company for the installation of any equipment, however Guardian remains willing to cancel the account and provide the refund requested by Mr. [redacted]. Mr. [redacted] stated that he does not accept Guardian’s offer and refused cancellation of his account.
Guardian regrets that its efforts to satisfy Mr. [redacted] did not meet his expectations. Respectfully, Guardian has assessed Mr. [redacted]’s account and found that Guardian has proposed resolutions that are fair and reasonable to both parties in a good faith effort to resolve Mr. [redacted]’s issues. Respectfully, it is unreasonable to expect that Guardian would incur labor and equipment expenses by providing and installing more than thirty (30) new security devices at no charge to Mr. [redacted], or to incur labor expenses by reinstalling antiquated security equipment.
Notwithstanding the above, it is Guardian’s sincere desire to bring final resolution to Mr. [redacted]’s concerns. To that end, the offers discussed above remain available to Mr. [redacted] should he so desire. In summary, Guardian proposes the following:
1) Guardian will conduct onsite service during normal service hours (Monday through Friday from 8:00am – 5:00pm) under the $25 co-pay designated in Mr. [redacted]’s Extended Repair Agreement at which time Guardian’s technician will fully inspect and test the system and make any necessary repairs. OR
2) Mr. [redacted] may elect to purchase wireless devices at a drastically reduced cost of $25/device. Guardian will conduct onsite service during normal service hours (Monday through Friday from 8:00am – 5:00pm) under the $25 co-pay designated in Mr. [redacted]’s Extended Repair Agreement at which time Guardian’s technician will swap out the existing hard-wired devices with the wireless devices purchased by Mr. [redacted]. OR
3) Guardian will release Mr. [redacted] from the remaining obligation under the Agreement without further payment. Guardian will further provide Mr. [redacted] with a refund for all monitoring services paid to date.
The above offers shall remain available to Mr. [redacted] until close of business on January 26, 2015 after which they will be rescinded. Guardian believes these offers to be fair and reasonable and is hopeful Mr. [redacted] will concur.
Thank you for informing allowing Guardian the opportunity to clarify this matter. Should you have any questions, please feel free to contact me directly at ###-###-####.
Sincerely,
[redacted] Manager
Customer Service Department

April 7, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Mrs. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mrs. [redacted]’s complaint and values the opportunity to provide response in hopes of facilitating resolution.
For background, Mrs. [redacted]’s account came...

to Guardian by way of an Authorized Dealer known as [redacted]). As such, all aspects of Mrs. [redacted]’s sales transaction and system installation took place directly between [redacted] and Mrs. [redacted]. Please note that [redacted] 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 [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. Our records indicate Mrs. [redacted] executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”) with [redacted] on June 23, 2014. The initial term is designated as sixty (60) months.
On March 29, 2016 with thirty-nine (39) months remaining in the initial term of her Agreement, Mrs. [redacted] informed Guardian that she had sold the monitored premises. Guardian’s representative explained that the initial term of Mrs. [redacted]’s Agreement had not yet been satisfied and in order to cancel her Agreement immediately, payment of an early termination fee was required. In an effort to assist Mrs. [redacted] in fulfilling her obligations under the Agreement, Guardian explained that services could be relocated to her new home for a fee of $195 with no contract extension, or at no charge in exchange for execution of a new sixty (60) month Agreement. Mrs. [redacted] indicated she wished to consider the options and would call back at a later time.
Later that day on March 29, 2016, Mr. [redacted] contacted Guardian and stated he had removed all security equipment and wished to cancel the account. Mr. [redacted] also disputed the initial term of the Agreement. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in the complaint. During that conversation, Mr. [redacted] requested that the automatic payment option be disabled on the account. Mr. [redacted] further requested a copy of the Agreement be forwarded to him for review. Guardian’s representative immediately cancelled automatic payment and provided a copy of the Agreement via email as requested by Mr. [redacted]. In an effort to assist Mr. [redacted], Guardian’s representative offered to cancel the account upon payment of an early termination fee of $750. Guardian’s representative explained to Mr. [redacted] that Guardian was unable to reduce the early termination fee any further due to the costs associated with the account. Mr. [redacted] declined to remit an early termination fee and expressed he would seek legal action.
Respectfully, Guardian is unable to accommodate Mrs. [redacted]’s request to cancel without payment of an early termination fee. The primary foundation for the initial term period as defined in the Agreement is to allow Guardian the opportunity to recoup its investment made in the monitored premises. While Guardian understands that customers may wish to end their obligation prior to the end of their initial term, allowing the customer to do so without remittance of payment of an early termination would result in Guardian incurring a significant financial loss. Guardian has not been provided the opportunity to recover the investment made in Mrs. [redacted]’s former residence and therefore cannot cancel the account.
Section 5 of Mrs. [redacted]’s Agreement states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.” Guardian has made every reasonable effort to assist Mrs. [redacted] in fulfilling her obligation under the Agreement by offering to relocate her system or by accepting the early termination fee as designated by Section 9 of Mrs. [redacted]’s Agreement. Guardian believes these offers to be fair and reasonable and remains hopeful that Mrs. [redacted] will concur. These offers shall remain available to Mrs. [redacted] until close of business on May 5, 2016 after which they will be rescinded. Alternatively, Mrs. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel his account.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mrs. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted] Director
Account Management Department

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