Guardian Protection Services Inc

August 19, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] Dear Ms. [redacted]   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian extends its sincerest apology to Ms. [redacted] for the delay in scheduling onsite service and for any inconvenience the delay may have caused. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any issues she has experienced.   Upon receipt of your letter, Guardian contacted Ms. [redacted] and scheduled an onsite service appointment to take place on August 17, 2016.  During the service appointment, Guardian’s technician replaced the Zone 12 window sensor and confirmed receipt of all signals in Guardian’s central monitoring station. Subsequent to the service appointment, Guardian spoke with Ms. [redacted] who expressed her satisfaction with the onsite service experience.  Additionally, in light of Ms. [redacted]’s experience, Guardian has applied a good faith credit to her account in the amount of $123.01. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.      Thank you for allowing Guardian the opportunity to address and resolve Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]  Sincerely, John T[redacted], ManagerCustomer Service Loyalty Department

Review: Several:

* Was sold alarm service under pretense that I would have local service/representation. Within weeks of installation, representative that I purchased service from is no longer with organization. No Guardian location within several hundred miles.

* Have had several problems with system since installation. When I reported, both times it has been approximately 2 weeks before service tech can be scheduled. Complained about duration of wait and promised that service call could be escalated to decrease wait but this did not occur. This duration is not acceptable for monitored protection system.Desired Settlement: Cancellation of contract/service agreement without paying for remaining months

Business

Response:

September 30, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns. Mr. [redacted]’s letter expressed dissatisfaction in scheduling onsite service within a reasonable timeframe. Guardian sincerely apologizes to Mr. [redacted] for his recent experiences. Guardian immediately reached out to Mr. [redacted] and offered to schedule an onsite service appointment within the next few business days. Mr. [redacted] advised he would be out of town and requested an appointment upon his return. Accordingly, Guardian scheduled a service appointment to take place on October 4, 2016. Mr. [redacted] expressed his satisfaction with this resolution. Thank you for providing Guardian the opportunity to address Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]. Sincerely, John T[redacted] Manager Customer Care Loyalty Department

Review: On the morning of Saturday June 11, a representative from Guardian showed up to my elderly parents' home in [redacted], PA alleging that he was sent from their current security alarm company ([redacted]) to replace a chip in the alarm panel. After my parents gave him authorization to enter the home, the representative then proceeded to get account information from my parents. He contacted [redacted], pretending to be my father, to get information regarding their contract. He then attempted to cancel our account with [redacted] and open an account with his company, Guardian/ Skyline Security. Because I pay my parent's security alarm bill, they called me right away so that I can speak to the representative and get more information about what he was trying to do. I spoke to the representative over the phone and he deceptively told me that he was only there to change the chip on the panel and that he was only upgrading the account so we can save money. At no point did he clearly state that he was selling his services and that he was switching our service to Guardian. I caught on to the fraud when he stated that he would need my father to write a handwritten letter of cancellation to our current service provider. He offered to write the letter himself if my father would just sign it. At that point, I told him to leave the house immediately and cancel anything that he had done. I wish I would have been there in person to call the police.

Two days later and I just received an alert from Trans Union, stating that this company (Guardian/ Skyline Security) ran an inquiry on my credit report. I never authorized any type of inquiry from this company. In addition, I was not present in person to authorize any inquiries or charges, therefore they do not have my written consent or signature. They entered the house fraudulently and ran this inquiry unauthorized. I am disgusted with how these people conduct business and am concerned about my credit and identity being compromised.Desired Settlement: I would like to dispute the inquiry on my credit report and I demand that they reverse it immediately.

Business

Response:

June 24, 2016

Revdex.com

Attn: [redacted]

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Upon receipt of your letter, Guardian immediately began research into this matter. Guardian’s research revealed no record of an account associated with Ms. [redacted]’s name, address or telephone number.

Ms. [redacted]’s letter indicates that the sales representative was an employee of Skyline Security Management, Inc. (“Skyline”). Please note, Skyline is an Authorized Dealer of Guardian, whereby Guardian provides 24-hour security monitoring and related services for customers sold and installed by Skyline. Because Ms. [redacted]’s letter references Skyline and Guardian has no record of an account for Ms. [redacted], Guardian contacted Skyline directly to advise of this complaint. Skyline has followed up by informing Guardian they will send a “request removal” letter to the credit bureaus pursuant to Ms. [redacted]’s request.

Additionally, Skyline has informed Guardian that they will be conducting further research into the expressed discontentment related to the interactions with the Skyline sales consultant. Should Skyline find the interactions referred to in the complaint do not meet their acceptable standards for professionalism, courtesy and quality, Skyline has assured Guardian that they will take the appropriate measures including disciplinary action.

In the interim, should you or Ms. [redacted] wish to contact Skyline directly, they may be reached at: Skyline Security Management, Inc., [redacted].

It is Guardian's hope this matter has been satisfactorily addressed. Should you have any questions I can be reached directly at [redacted].

Sincerely,

April M[redacted], Manager

Dealer Operations

Consumer

Response:

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

Review: In or around late summer 2015 we found out we were moving to ** so I called to discontinue service to our home in **. I understood I would continue to pay for the service and was fine with that. Oct/Nov 2015, I called and reported our new address to Justin S[redacted]. I was informed I had to fill out paperwork which was sent to me by some woman. I sent her questions and NEVER received any communication back from her. I work nights so combined with that, a move, holidays and everything else, some time went by. At one point we received a Final Notice from them stating we were 90 days past due. How is that possible? I never once argued that I would continue to pay. I adjusted my address as soon as bought a house. My payment method didn't change. Yet, there it was...with my ** address. We pd it right away - IN FULL. I filled out and signed the paperwork. I then recv'd the following email from Justin: On Wed, Mar 9, 2016, S[redacted], Justin wrote: Hello [redacted], We can schedule your install as soon as you complete the ppwrk. Please sign it with [redacted] name, and if you are not comfortable entering your credit card info please just put all “xxxx” where it is requiring your numbers. We can just use the info we have on file. Please call me if you have any questions. Justin S[redacted] Account Management Guardian [redacted] Services I was slightly taken aback. On Mar 9, 2016, at 7:28 AM, wrote: Morning I'm sorry, but I'm not signing his name to anything. Can't be certain but I'm thinking it's not all that legal to sign somebody else's name to a binding contract. You need to call him at if that's what you need. Or, he can give me permission to sign for him, but I won't do anything without it. XXXs will be used because our payment information is on file. Thank you, I started complaining about the woman who NEVER answered my questions around this time. Because my questions were about what he was talking about. She finally got back to me that same day from my Feb email saying only From: [redacted] Date: Wed, Mar 9, 2016 at 7:11 AM Sub: RE: Reminder: Waiting for you to sign TAKEOVE-DAY To:Cc: S[redacted], Justin I am unable to answer your questions but have forwarded this to your Sales Rep, Justin S[redacted]. For assistance, please call him at So, I get paperwork to fill out from some random woman, NOT the person who I've been working with. The person who I've been working with never told me to expect this. This woman doesn't even have the courtesy to reply to an email. When she does she tells me she's unable to answer my questions: from: Date: Sat, Feb 27, 2016 at 2:42 AM Subj: Re: Please sign TAKEOVER-DAY To: Mary Beth S[redacted] Hello, I filled this out and signed it, but it's my husband's name on the acct. Does that matter? It also asked for credit card info. I'm not giving that. Nothing changed so why should I? From: Date: Wed, Mar 9, 2016 at 12:57 AM Sub: Re: Please sign TAKEOVER-DAY To: Mary Beth S[redacted] Hello, May I please have an answer on this? I'd like to set-up installation. Please email to schedule. I work nights and sleep during the day. I am not awake during your business hours. So now I start working with Matt K[redacted] because I wasn't liking the fact that I was told to sign my husband's name. He told me I would be getting a call from [redacted]. We waited a few days and no call. My husband called Guardian again on March 15th and spoke with some girl who knew nothing but said to expect a call from [redacted] and could not provide him with an ETA on that call or a number for [redacted]. Shady right? So I called Guardian back and spoke with Matt explaining how shady that sounded and how annoyed I was over this whole thing. He called me later that day and was able to give me a number via email since I was out at the time. When I got home and saw it I was floored since part of the struggle is that I keep telling people I LIVE IN [redacted] Don't forget, I updated my address when we bought the house (October/November)! The number he gave me was an ** number. From: Date: Fri, Mar 18, 2016 at 11:21 PM Sub: Re: Protect [redacted] contact To K[redacted], Matthew We have yet to hear from anybody from this company. I'm also concerned that the number you gave me is an ** number (480). Again, I'm in [redacted]. I am not able to locate the company in **. I think, we should just terminate things here and move on. It has been nothing short of a mess since we moved and I've been fairly disappointed with the customer service we've received. As far as I'm concerned, Guardian has not held up their end of the contract. Please understand the following: I contacted Guardian before moving from ** in Oct or Nov to terminate service in **. I knew I would still pay and would transfer once settled. I even opted to sign on for 5 years because I was cool with the service and I didn't want to pay $200 for installation. I called to update my address once I found a house. I was told I needed to fill out a form, which I neglected to do in a timely manner. When I did fill out the form I submitted questions to the person who sent me the form - crazy notion, right?! I never heard back from her. After speaking with Justin again, I received another form from the same woman. I had the same questions and she finally told me she couldn't answer my questions. So what, you ignore a customer? Bad business. Just the other day I received a "final notice" of 90 days of no payment. I've asked why since I updated the address and never objected to continuing to pay for the service. Not sure why auto-payments stopped. Yet nobody will answer that. I was also told by Justin to sign the papers with my husband's name. I understand what you explained, but I will forward you the email as proof there was no explanation given. Thank you On Mon, Mar 21, 2016 at 4:38 PM, wrote: Hello, Is there any update or information on this???? From: Date: Wed, Mar 30, 2016 at 2:14 PM Sub: Re: Protect [redacted] contact To: K[redacted] Matthew As stated numerous times, I work a different shift. When I am up early, as I am now, it is because of work obligations like a meeting I am about to host. Please provide an update to this. So I waited a few more days as I was waiting to hear back from Matt, but never did. Decided to call [redacted] myself. What do you know, they never received word to call us to schedule. They had nothing for us. NOTHING! I had to forward the form I filled out to them myself. How obnoxious can you get?! Scheduled them for Saturday, April 9 1000-1200. Since I had to go away for work Thursday and Friday I only received a message from them Saturday morning telling me because their technician was coming from [redacted] they were bumping the appointment to 1200-1400. They hoped it wasn't a problem, but since it was only two hours they didn't think it would be. Well, no. It was a problem. Especially when this appointment was made by consulting said technician before even giving me dates and times. I had plans since my appointment was earlier. It's not just 2 hours. It's actually 4 if you think about it.Desired Settlement: I wish to receive documentation that we are free and clear from Guardian.

So, I called and left a message explaining. Unfortunately, since IT WAS IN **, they weren't open. So, I then called Guardian and spoke with Brian M[redacted] at 1031 on 4.9 to explain my continued frustration. He was the second person I spoke with that day at Guardian because I suppose he was considered a manager. When he got on, I asked what address he saw listed for me. Wouldn't you know, it was my OLD ** ADDRESS...STILL! The one I NO LONGER LIVE AT! After I went through everything with him I explained the only thing I want now is to be rid of Guardian. He said that was up to Matt so I asked that he send me an email by the close of business Monday. He stated, 'okay so you live in [redacted] That's 3 hours difference...'. I interrupted and said 'No, that's part of the problem. You all can't even get our address correct. I live in [redacted] Not [redacted]'. I never received an email from Matt. Shocker, I know. So, I sent another one: From: Date: Tue, Apr 12, 2016 at 2:17 AM Subject: Update? To: "K[redacted] Matthew" Good Morning, I spoke with Brian M[redacted] at 1031 the morning of 4.9.16. After our discussion, he stated he would request you email me on Monday regarding the status of our account. It is now Tuesday and I don't have an email from you and still have no answers on our account. My husband is CCd on this. Please feel free to direct your statements to him. Although, he's just as irritated and has even less time than I to deal with this nonsense. Thank you, From: K[redacted], Matthew Date: Tue, Apr 12, 2016 at 11:53 AM Subject: RE: Update? I know [redacted] was trying to reach you yesterday to resolve this and offer you an install date for Saturday 4-23-16 10-12 arrival time. They were trying to resolve the issue on their end, I am willing to offer 3 months free after the install for all the issues of getting this Job taken care of. Matt

Business

Response:

May 3, 2016

RE: [redacted]

Dear Mrs. [redacted]

Thank you for advising Guardian Protection

Services, Inc. (“Guardian”) of Mrs. [redacted]’s concerns. Upon receipt of your

letter, Guardian conducted a thorough review of her account and offers the

following information.

While Mrs. [redacted]’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 [redacted], to provide 24-hour monitoring services,

telephone customer support services and billing services for their customers. The

subject account is among those for which Guardian provides these services. Mrs. [redacted]’s sales transaction,

system installation and system activation process took place directly between [redacted] and Mrs.

[redacted];

Guardian was not present and was not involved in any portion of the sales or

system installation process. Further, Mrs. [redacted]’s contractual arrangement is with

[redacted], not Guardian. Guardian is simply an agent for

[redacted] to provide services for [redacted] customers as

described above.

Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not

control any [redacted]-to-[redacted] 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.

As

background, Guardian’s records indicate that Mr. Michael [redacted] initially engaged [redacted]’s services on

March 15, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5)

years. The Agreement bears Mr. [redacted]’s signature.

On January 8, 2016, Mrs. [redacted] informed Guardian that

the [redacted]s were ready to transfer monitoring services from their former home to

their new residence. Guardian forwarded a new Agreement to Mr. and Mrs. [redacted] for

signature to memorialize the new site to be monitored.

Guardian subsequently made numerous attempts to

contact Mr. and Mrs. [redacted] to follow up regarding the status of relocation.

Guardian did speak with Mr. [redacted] on March 14, 2016 to discuss the status of his

account. During that conversation, Mr. [redacted] indicated he was ready to move

forward with relocation. Guardian’s representative informed Mr. [redacted] that

[redacted] would be contacting the [redacted]s directly to schedule onsite

service to install the new system.

On March 15, 2016, a Guardian supervisor reached

out to Mrs. [redacted] and left a voicemail message indicating that Guardian would

follow up with [redacted] to determine when relocation could be

scheduled.

On April 11, 2016, Guardian received communication

from [redacted] indicating that [redacted] had been trying to

reach Mr. and Mrs. [redacted] to schedule service. [redacted] further indicated

they had left a voicemail message for Mrs. [redacted] indicating service could be

scheduled for April 23, 2016. Guardian received the subject complaint shortly

thereafter.

Upon receipt of the complaint, Guardian tried to

reach Mr. and Mrs. [redacted] directly to discuss their concerns. Guardian left

voicemail messages for the [redacted]s; unfortunately the [redacted]s have not returned

Guardian’s messages to date.

Mrs. [redacted] has expressed concern related to her mailing

address on file at Guardian. Please allow this letter to confirm that the [redacted]s’

mailing address has been updated to their Pearland, Texas location. Guardian

apologizes for any confusion. Guardian has applied a credit to the [redacted]s’ account

equal to two (2) months of monitoring services for any inconvenience.

Guardian remains willing to assist Mr. and Mrs. [redacted]

in scheduling onsite service with [redacted] to relocate the [redacted]s’ security

system. [redacted] has authorized a lower monthly rate of $34.95/month

with three (3) months of services at no charge in exchange for relocation. Alternatively, should Mr. and Mrs. [redacted] wish

to cancel their account, [redacted] has authorized a discount of the

early termination fee from $1,798 to $750.

Guardian believes the above offers presented by [redacted] to be

fair and reasonable and remains hopeful that Mr. and Mrs. [redacted] will concur.

These offers are extended until close of business on May 31, 2016 after which

they will be rescinded.

Thank you for allowing Guardian

the opportunity to address and clarify this matter for all parties. Should you

have any questions, please contact me directly at ###-###-####, ext. [redacted]

Sincerely,

Kathleen

V[redacted] Director

Account

Management Department

Consumer

Response:

May 4,2016 I have reviewed the response made by the business in reference to complaint ID 11392984, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I find it very disturbing that this is being put off onto [redacted]. If the only communication you have from me regarding my move is from January, 8, 2016, you need a better way of tracking calls. I called in September or October to stop my service and find out what I needed to do in order to move. At this time I was informed I would still need to pay (which I was fine with) and that my service can be transferred (which I was happy about). find it very disturbing that this is being put off onto [redacted]. If the only communication you have from me regarding my move is from January, 8, 2016, you need a better way of tracking calls. I called in September or October to stop my service and find out what I needed to do in order to move. At this time I was informed I would still need to pay (which I was fine with) and that my service can be transferred (which I was happy about). Once I moved is when it all with downhill with Guardian, not [redacted]. I explained I worked nights and wished to keep communication via email and asked that no calls be made to me during the day hours because I sleep. This was not followed. I sent emails to Mary Beth with questions that were never answered. My address in **, as of my last call on 4.9.16 with Brian M[redacted], has still not been updated. It was still showing as **. Guardian told us [redacted] would call us, but never did. I asked for a number to contact them and was told they didn't have that. I had to push in order to get the number. When I called them, they informed me they NEVER received anything from Guardian to reach out to us. I had to forward the paperwork. What bothers me most about this paperwork is that I received these instructions. “On Mar 9, 2016, at 7:28 AM, [redacted]> wrote: Morning I'm sorry, but I'm not signing his name to anything. Can't be certain but I'm thinking it's not all that legal to sign somebody else's name to a binding contract. You need to call him at [redacted] if that's what you need. Or, he can give me permission to sign for him, but I won't do anything without it. XXXXs will be used because our payment information is on file. Thank you, [redacted] On Wednesday, March 9, 2016, [redacted] Hello [redacted], We can schedule your install as soon as you complete the ppwrk. Please sign it with Michaels name, and if you are not comfortable entering your credit card info please just put all “xxxx” where it is requiring your numbers. We can just use the info we have on file. Please call me if you have any questions. Justin S[redacted] Account Management Guardian Protection Services ###-###-#### [redacted] Do you feel that is legal? My husband finally requested the name of his supervisor on 4.19.16 and, as you will see, it was ignored. I finally asked if Mike ever heard back on 5.3.16 and was told no. This is what it is like with this company. I will forward all email threads upon request to show this is not how Ms. V[redacted] portrays it. Yet, another reason why I prefer to deal with email. Thank you, [redacted]

Business

Response:

May 12, 2016

RE: [redacted] – ID #[redacted]

Dear Mrs. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mrs. [redacted]’s additional comments. Upon receipt of your letter, I reached out to Mrs. [redacted] via email on May 5, 2016. I informed Mrs. [redacted] that her account had been reviewed by several members of Guardian including myself as the Director of the Account Management Department. I reiterated that [redacted] has offered to accept an early termination fee of $750 to cancel the account. (Please note Guardian is unable to authorize cancellation of Mrs. [redacted]’s Agreement due to the fact that her contractual obligation is with [redacted]). Alternatively, I reiterated that Guardian remains willing to facilitate relocation of her monitoring services with [redacted] at a lower rate and with three (3) months of monitoring services at no charge.

As of this date, I have not received a response from Mrs. [redacted]. As I informed Mrs. [redacted] in my email, I am happy to discuss her options directly with her should she wish to contact me via telephone or email.

Should you have any further questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Consumer

Response:

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.Why is it that Guardian is blaming [redacted] and [redacted] is blaming Guardian? Please note the information I'm receiving contradicts everything. I will not pay Guardian a dime for services we didn't receive. Please see the email below from [redacted]:From: [redacted]Date: Tue, May 17, 2016 at 3:17 PMSubject: RE: Guardian Revdex.comTo: [redacted]Mrs. [redacted], I looked into this and it looks like Guardian reduced the buyout to $750.00. What we can do is either set you up for install through [redacted], so you won’t have to do the buyout, or pay Guardian the $750.00 buyout to terminate the agreement.

Review: Our alarm company has repeatedly called us saying that our equipment needs to be upgraded. Three separate times we have scheduled appointments for a technician tocome to our home to do the work, and all three times no technician has ever shown up. We have wasted hours and hours waiting for technicians from the alarm company to show up for scheduled appointments. We have postponed personal business in order to sit at home waiting for technicians who never show up for scheduled appointments. When we call to ask what is going on, the alarm company says they can't locate any record of the appointment. I have recorded messages from the alarm companys stating that appointments have been set, yet they claim they cannot find record that appointments were made. We are sick and tired of being lied to about appointments for technicians to come out and upgrade our alarm system.Desired Settlement: We no longer trust the alarm company. We do not believe they will actually ever perform the necessary upgrade to the system. We do not believe they will ever actually show up for a scheduled appointment. If we were to ever make another appointment for the work to be done, we demand a Saturday appointment at a specific time (not a range of time, i.e., between 8 am and noon), and that a supervisor attend the appointment along with the technician. We are probably much better off getting a new alarm company altogether.

Business

Response:

June 28, 2016

RE: [redacted] – ID #[redacted]

Dear Mr. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]s complaint. Guardian appreciates the opportunity to facilitate resolution of his concerns.

While Mr. [redacted]’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 [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. [redacted] is a separate and distinct company from Guardian. 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.

Mr. [redacted]’s letter expresses discontent related to onsite service scheduled with [redacted]. Upon receipt of your letter, Guardian immediately notified [redacted] of Mr. [redacted]’s concerns. As a result, [redacted] scheduled and completed onsite service at Mr. [redacted]’s residence on Saturday, June 25, 2016. Guardian has been informed that Mr. [redacted]’s concerns have been resolved to his complete satisfaction.

Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

April M[redacted], Manager

Dealer Operations

Consumer

Response:

Review: This complaint is in regards to Guardian Protection Services (Monitoring Services), and [redacted] Alarm services an authorized dealer of Guardian Protection Services. On July 21st my husband and I met with a representative of [redacted] and Guardian Name Chris W[redacted] @###-###-####. During the time of the meeting Mr. W[redacted] shared with us that he was a representative of Guardian Security Services and that they have a reputation of provided the best security alarm equipment and services for over 70 years. Mr. W[redacted] reassured us that if we selected their services that we will be guaranteed 100% satisfaction. Mr. W[redacted] provided us with a demonstration of the security alarm system and the pricing. He also provided us with a discounted price on the packaged based on military status. We was impressed with the system and pricing and changed from [redacted] Security system of 8 years to Guardian. We shared with Mr. W[redacted] that we never had any problems with [redacted], but we were considered guardian based on all the new enhancements to protect our home. On July 21st we proceed with signature of agreement and was told that the equipment would ours to keep, and our rates would be $56.99 per month for monitoring services with Guardian. On July 23rd, the system equipment was installed in our home, along with bell door camera and other features that was included with package. After day one installation, the video door camera feature malfunction. We called the sale rep (Chris W[redacted]) and he instructed someone else to come out and assist. Issue was resolved. On July 31st we experience another encounter where when the door rings, no picture appears on our video or smart phone. Issue was reported right away to Guardian Customer care line, we were instructed that technical support team will contact us in 24 to 48 hours. On 8/3/16, no call backs, made another call to Guardian and was informed that for some reason the person that assisted us did not update the notes properly in their system and the technical support team was not notified. Was notified Christian that she will update the notes and have a technician contact back 24 to 48 hours. On 8/8/16, called again and spoke with Monica (addressed all issues and concerns regarding a defaulted, malfunction alarm system and us not feeling secure and how it should be on record that we have report this and after speaking with Monica discovered that no one had escalated our issues to the next person to assist. At this point, I was furious, frustrated an disappointed that a company of this magnitude could handle a simple call back at (3) different numbers to reach me or my husband for assistance. I was escalated to the Manager (name Mary) and she said she understood my frustrations and would do everything in her power to assist, after 45 minutes on each of these calls and speaking with different representations, and upper leadership, it very apparent that we have been scammed and that the services, the contract, the monthly services paying out is not what we thought and therefore we are suffering as patronage customer to trust (2) men to come in our neighborhood and sell over 50% of guardian security system and causing more problems that it is work. over the period of time report these issues it is (8/8/16, 8/9/16, 8/16, 8/19, 8/20 are just a few of dates that we have addressed the issues we are experiencing with a defaulted bell door camera as well as just getting technical team to report our system. It is very poor services when the corporate office is not aware the that local office is not following through with customer here in [redacted]Desired Settlement: We are wanting any terms or agreements with both entities to be considered null and voided. We also would like any monies received from us to be reimburse at 100% an do retun our [redacted] sign that was in our yard

Business

Response:

August 29, 2016 Revdex.com of [redacted]ern PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted] Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Mr. and Mrs. [redacted]’s concerns. For background, the [redacted]s’ security system was sold and installed by an authorized dealer of Guardian known as [redacted] Smart Home, LLC (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly with [redacted]. Guardian is simply an agent for [redacted] to provide services for [redacted] customers. 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. Given that the nature of the [redacted]s’ concerns relate to the system installation which was conducted by [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. [redacted] subsequently informed Guardian that onsite service took place at Mr. and Mrs. [redacted]’s home on August 22, 2016 at which time the doorbell camera issue was resolved. Following the onsite service appointment, Mr. and Mrs. [redacted] have requested that 24-hour monitoring services continue without interruption. Based on the above information, Guardian believes the [redacted]s’ concerns to be fully resolved. Thank you for the opportunity to provide Guardian’s response to this matter. Should you have any questions, please contact me directly at ###-###-####. Sincerely, April M[redacted], Manager Dealer Operations

Review: Lloyd [redacted], who is employed by Guardian, came into my home to activate my builder-installed equipment. He assured me that I was not locking myself into any commitment. In fact, I have now been told that I locked myself into a five year agreement. Lloyd lied straight to my face and misrepresented their company. I wish to terminate my contract and never do business with this company again.Desired Settlement: Stop charging me. Never contact me again. Do not charge me a cancellation fee since Lloyd clearly told me that there was not one.

Business

Response:

June 28, 2016

Revdex.com of Western Pennsylvania

Attention: [redacted] 400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted] - Complaint ID #[redacted]

Dear Ms. [redacted]:

Thank you for forwarding Ms. [redacted]’ complaint to Guardian Protection Services, Inc. (“Guardian”). Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’ account.

While Guardian maintains its legal right to pursue fulfillment of the full terms of Ms. [redacted]’s Agreement, in light of Ms. [redacted]’ unique circumstances Guardian will accommodate her request to cancel her account without further payment. Please note, upon cancellation Guardian will no longer respond to signals received from Ms. [redacted]’ residence. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.

In order to finalize cancellation of the account, Guardian will need to speak with Ms. [redacted] directly and will need to obtain her signature on the termination authorization. Ms. [redacted] may complete this process at her convenience by contacting Allan S[redacted] at ###-###-####, ext. [redacted].

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted] Manager

Customer Care Department

Consumer

Response:

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

Review: Guardian Security services installed their equipment in my house without my permission.

On February 12, 2015 my daughter signed a contract with Guardian Services for lot [redacted] immediately after [redacted] home changed my lot number to [redacted] No action was taken to amend the contract my daughter has signed based on service was not required at the new address. Guardian services installed their equipment at the new location without my permission and immediately after closing submitted their invoice. I have called and complained about these charges but nevertheless they told me I am obligated to the contract that my daughter signed for lot [redacted].

On February 16, 2016 Guardian delivered the subwoofer for the entertainment system as promised, in addition to their delivery they installed a door lock in the amount of $371 without my permission and had my daughter signed an Addendum without an power attorney.Desired Settlement: Remove their equipment at no cost to me.

Business

Response:

May 3, 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 address Mr. [redacted]’s concerns.

Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s records. While Guardian maintains its legal right to pursue fulfillment of Mr. [redacted]’s Agreement, in this instance and in order to facilitate swift resolution to this matter, Guardian will accommodate Mr. [redacted]’s request to cancel his account. Prior to cancellation, Guardian must speak with Mr. [redacted] directly and must obtain his signature on the cancellation authorization document. Mr. [redacted] may contact Guardian at his convenience to finalize the cancellation of the account and all 24-hour monitoring services.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted] Manager

Customer Care Department

Review: A man came to my said he was a [redacted] security rep.& he tried to sell me a security system he asked me my first name & my birthday he said what the different kinds of security system's he had . I told him I will talk it over with my wife.I asked him for a card & told him if I change my mind that I will call him.I never sign'ed anything or gave him any personal information other than my first name & my birthday.He ask'ed for my telephone & ask'ed if he can call back after I had time talk to my wife & see if I was interested in a security system.later that nite I was checking into my credit score & it said my score had went down.It said I had a hard inquiry from a [redacted] & I look it up & seen [redacted] has all kinds of complaints to the Revdex.com about this.I thought something was wrong when he was trying to come in my house to see my security system , I told him no &I he ask'ed me again to come in to see how many doors & windows I had &I said no again.He said work for [redacted] & wanted to upgrade my security but his card said [redacted] securityDesired Settlement: He misrepresented northsar & maid my credit score go down & I don't know how they can do this to so many people.I never said I wanted what he was selling & I don't know how much information they have of mine.I am not the only one they have tried to scam.please help me

Business

Response:

August 19, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s concerns. Upon receipt of your letter, Guardian immediately began research into this matter. Mr. [redacted]’s letter indicates that the sales representative was an employee of [redacted] Security Management, Inc. (“[redacted]”). Please note, [redacted] is an Authorized Dealer of Guardian, whereby Guardian provides 24-hour security monitoring and related services for customers sold and installed by [redacted]. Due to the nature of Mr. [redacted]’s concerns, Guardian provided a copy of his complaint to [redacted] for review. Upon receipt, [redacted] conducted a thorough investigation into this matter. [redacted] has informed Guardian that as a result of the subject complaint, the sales representative referenced in Mr. [redacted]’s letter has been given further detailed training related to The Fair Credit Reporting Act and the severity of running credit without written authorization. The sales representative has also been coached on the proper procedure regarding how to identify himself to a customer. Finally, the sales representative has been informed that [redacted] does not condone Deceptive Sales Practices and should another complaint be filed against him and complaint is found to be valid, he will be suspended or terminated. [redacted] also informed Guardian that they have been in contact with Mr. [redacted] to provide the above explanation. [redacted] has provided Mr. [redacted] with the process to remove the inquiry from his credit report. Mr. [redacted] has agreed to this process and is aware that once completed, his credit score will go back to its original score prior to [redacted]’s inquiry. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to provide Guardian’s response to this matter. Should you have any questions, please contact me directly at ###-###-####. Sincerely, April M[redacted], Manager Dealer Operations

Guardian Protection Services is a sham. They do not disclose all the details on a contract (exorbitant early termination fees, automatic renewal, etc.) and then will not work with you on cancellations or disputes.I will NEVER do business with this company again, and will tell everyone in my subdivision and all my friends on social media about their dishonest and

deceitful practices.

Review: I have had security and smoke/carbon dioxide monitoring service from Guardian for 6 years. The service had been OK, but the carbon monoxide detectors that Guardian installed for monitoring would intermittently emit a very series of beeps, despite changing the batteries. This occurred at inconvenient times of the day and night, such as at 3:00AM in the morning. The company that I work for recently made the decision to relocate me and my family. I notified Guardian, letting them know that I no longer needed the service as we were moving. With agents coming in and out, it didn't make sense any more. That and without the benefit of the smoke/carbon monoxide detection, it was a clear decision. I told them that we might consider getting service with them again when we move, if they have service available. They insisted that I pay for the year up front, which wasn't something possible. Then Guardian reported us to a collection agency, jnr adjustment company. Now we will never sign up with Guardian again, and need to possibly seek out legal counsel. They also applied another$200 to the account, for a total of $578! Please help us to counter this egregious act by Guardian, so other consumers like us aren't victimized. Thank you,Desired Settlement: We are seeking a credit of these illegitimate charges and a correction to our credit report.

Thank you,

Business

Response:

June 16, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s concerns. Guardian appreciates the opportunity to provide response and address this matter.

For background, Mr. [redacted] contacted Guardian on February 22, 2016 to advise he would be moving from the monitored premises. Guardian’s representative explained that twenty-seven (27) months remained in the initial term of his Agreement however the system could be relocated to Mr. [redacted]’s new home. Guardian’s representative also explained that a credit of three (3) months could be applied to the account to allow Mr. [redacted] and his family time to locate and secure a new home. Mr. [redacted] requested that the remainder of the Agreement be suspended. Guardian’s representative explained that monitoring could be placed out of service however billing would continue until the end of the initial term. Mr. [redacted] informed Guardian that he would not be remitting payment while services were not being rendered.

On March 24, 2016, Guardian contacted Mr. [redacted] regarding the balance due on his account at which time Mr. [redacted] reiterated that he would be moving from the monitored premises. Guardian’s representative offered to adjust Mr. [redacted]’s billing frequency from annual to monthly in a genuine effort to assist him. Mr. [redacted] disputed that the account would continue to bill once he moved from his residence. Guardian’s representative explained that services could be transferred to his new home or that the new homeowners could take over services under a new contract which would relieve him from any remaining obligation. Mr. [redacted] requested that billing be terminated. Guardian’s representative politely explained that monitoring could be placed out of service but billing cannot be cancelled until the end of the initial term.

Mr. [redacted]’s monitoring was placed out of service effective March 24, 2016. Guardian subsequently left several messages for Mr. [redacted] related to the status of his account balance. Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative reviewed Mr. [redacted]’s concerns related to the annual billing and explained that Guardian had previously offered to change the billing frequency from annual to monthly in a genuine effort to assist Mr. [redacted]. Mr. [redacted] expressed that his primary concern was not the billing but being released from his Agreement. In good faith, Guardian offered to cancel Mr. [redacted]’s account and remaining obligation upon receipt of payment of the current balance due on the account. After considering the offer, Mr. [redacted] contacted Guardian and remitted the balance due on June 16, 2016. As such, Mr. [redacted]’s account will be cancelled effective immediately.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It isn't all factual, but we did agree to settle the dispute and cancel the contract and collection activities. Thank you so much for your assistance, without it they wouldn't have worked with me.

Review: Two guys come to my house one day in January and said we are here to upgrade your home security system, I said ok. They dont not say what company they were with nor did I ask because I assumed they were with my current home security company, especially since they were offering a free upgrade. They came in, called someone, and that person came and ripped out my old system and installed a new one. Once all that was done we sat at my table, he guy asked for a voided check. when I asked why he needed the check, he said I needed to make the first payment with a check. I said a payment was just deducted from my bank account a few days prior, he said ok. He then said I need you to write a letter to your old company telling them that you no longer will be needing their services and that guardian was taking over. I said what do you mean, aren't you with [redacted] security, he said no, we're with guardian and we're changing companies. I said you never told me you were with guardian or that you were switching my company. He said OH, I thought you knew. I said no I did not, you just ran a scam on us. Since we had gotten that far I went alone with it.

Monday, April 25, 2016, I got a bill from guardian stating I owe them $103.90, I thought the premiun was be deducted from my bank account. I checked my account and $47.99 has been coming out, but it is from my current company which is [redacted] Security. I called them to verify they were my current company and they were, them I told them what was going on with guardian, they told me that I had indeed been scamed byTortuous Interference and that I needed to call guardian and tell them I wanted to cancel due to Tortuous Interference. I made a call to them and told them I wanted to cancel due to TI and they wanted to know who told me that etc. The representative from guardian and she would call [redacted] Securities, tell them of my problem, and have someone to give me a call. The rep did call me back on yesterday and asked me, who told me anything about Tortuous Interference, I told her I had been doing some research and that's how I came to that conclusion. She said that I was still under the contract and in order for me t cancel I needed to do a buy out which would cost me almost $2000. I have not paid this company one dime, but yet my account is still active, how is that. Also I gave them a check, one of the guys took a picture of the check with his cell phone. I checked my account and so far no money has come out from them, but she (Mary-guardian rep) told me that they requested the money on the 18th of every month but for some reason the payments has not gone through. I'm glad of that. I don't want this company (GUARDIAN PROTECTION SERVICES/[redacted] SECURITIES) taking any money from my account. They lied to me from the begining when they initially knocked on my door, they did not properly identify themselves, and they scammed my company right from under me. They also told me to throw away the old security system cause I didn't need it anymore. I do not feel like I owe them anything, I want them to cancel my account and not charge me any money for the buy out.Desired Settlement: I want them to cancel my service and not charge me for the buy out. If they want, they can come take their system from my home and stop monitoring the service.

Business

Response:

May 10, 2016

RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Mr. [redacted]’s concerns.

For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security Management, Inc. ([redacted]”). As such, all aspects of the 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]’s 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.

As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on January 11, 2016, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “The initial term of this Agreement is 60 months.” Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form.

Mr. [redacted] has requested the cancellation of his Agreement with [redacted]. Please note that his request will need to be communicated directly with [redacted] due to the fact that his contractual obligation is with [redacted], not Guardian. In an effort to assist in facilitating resolution, Guardian has provided a copy of the complaint to [redacted]. As a result, [redacted] reached out directly to Mr. [redacted]. During that conversation, [redacted] informed Mr. [redacted] that upon receipt of written confirmation of the early termination amount due to his previous security provider, [redacted] is willing to remit a portion of that amount on behalf of Mr. [redacted]. To date, neither Guardian nor [redacted] has received documentation from Mr. [redacted] with that amount.

Please be assured that Guardian and [redacted] will continue to work closely with Mr. [redacted] to ensure that his complaint is resolved in a manner that is fair and reasonable to all parties. In the interim, should Mr. [redacted] wish to contact [redacted] directly, they may be reached at: [redacted] Security Management, Inc., [redacted]

Thank you for the opportunity to provide Guardian’s response to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

April M[redacted], Manager

Dealer Operations

Review: My family and I recently went through some major life changes, which include work, housing and financial changes. We used Guardian for 3 years prior to this happening. When we called Guardian, they said leave the equipment at the house we were moving out of, and they will come hook us up at the new house. We had to "freeze" the account for several months until we found a home. We called Guardian to get hooked up again, and they want $400 to hook us back up! I am basically paying for new equipment.

The customer service rep. said that we needed to remove all equipment from our old house and bring it to the new house. Well, that isn't what they said when we called originally. So, the customer service rep. says.... "normally our clients do leave the equipment, and then we make them sign a NEW LONG TERM CONTRACT, and we give them new equipment."

Does this sound like a huge scam or what!!! So, I have 20 months left on my 60-month contract, and they want $1,000 for me to terminate my contract. So, I either pay $1,000 or $400 to get my alarm back. WOW!

I wish I and many other consumers would do some research on this company first. There are numerous websites regarding this company and the scams they live by.Desired Settlement: I would normally ask for the equipment to be discounted, so I could have my alarm system installed at my new home. I do not want to sign another contract, which is the only way they will give me the equipment. After dealing with customer service, I would like my contract to be terminated so I can use a reputable company that does not require 5 year contracts, and not advise you correctly when you are moving into a new house.

Business

Response:

September 20, 2016 Revdex.com of Western Pennsylvania Attention: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Re: [redacted] - Complaint #[redacted] Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Upon receipt, Guardian conducted a thorough review of Mr. [redacted]’s account including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) As a result, Guardian offers the following information. For background, Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on November 12, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years. In September 2015, Mr. [redacted] contacted Guardian to advise he was moving from the monitored premises and review relocation options. Guardian’s representative explained that the new homeowners could activate services under a new agreement which would release Mr. and Mrs. [redacted] from the remainder of their initial term, or that the remaining term could be transferred to a friend or family member which would also release Mr. and Mrs. [redacted] from the remaining initial term. Should Mr. and Mrs. [redacted] wish to relocate their monitoring services, Guardian’s representative explained that options could be provided for a new 36-month, 48-month, or 60-month agreement and that billing on the account could be frozen for several months while Mr. and Mrs. [redacted] found a new home. As a final option, Guardian’s representative stated that an early termination fee could be remitted to cancel the account. Mr. [redacted] acknowledged his understanding of the options and advised he would contact Guardian when he was ready to make a decision. On October 1, 2016, Mr. [redacted] requested that the account billing be frozen for a period of six (6) months while a new home was being built. Guardian accommodated Mr. [redacted]’s request and placed billing on hold until July 7, 2016. On June 23, 2016 with twenty-three (23) months remaining in the initial term of the Agreement, Mrs. [redacted] advised they were ready to relocate monitoring services to the new home. Guardian’s representative provided several relocation options based on the equipment requested by Mrs. [redacted]. Guardian’s representative also explained that the detached garage would need to be evaluated by an onsite technician to determine if it could in fact be protected as requested by the [redacted]s due to the distance from the security panel. Mrs. [redacted] stated that they would not wish to move forward with relocation if that garage could not be protected. Guardian’s representative advised that in the event the garage could not be protected, the account could be cancelled upon receipt of an early termination fee and offered to accept a 25% reduction in the amount of $861. Mrs. [redacted] expressed that she would discuss the options with her husband. On August 30, 2016, Guardian spoke with Mrs. [redacted] to inquire if they wished to move forward with relocation. Mrs. [redacted] stated that the garage was a concern and they did not wish to move forward with relocation until it was determined if it could be protected. Guardian offered to schedule a technician to evaluate the premises and the garage. An onsite service appointment was scheduled for September 12, 2016. Guardian spoke with Mr. [redacted] on September 1, 2016 to review relocation options. During that conversation, Guardian’s representative offered to provide a base package in exchange for $400 and for the twenty (20) months remaining in the initial term of the Agreement with no contract extension. Alternatively, Guardian offered to install a base package at no cost in exchange for execution of a new 36-month Agreement (a 16-month contract extension.) 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. On September 12, 2016, Guardian spoke with Mr. [redacted] who stated he was not able to attend the site evaluation scheduled for that date and that he would contact Guardian to reschedule after conferring with his wife. Guardian has since reached out to Mr. and Mrs. [redacted] to inquire about their decision related to relocation and/or the onsite evaluation however Guardian has been unable to reach them to date. The above relocation offer remains available to the [redacted]s. Guardian also remains willing to schedule a technician to evaluate the garage as the [redacted]s requested. Guardian requests that Mr. or Mrs. [redacted] contact us at their earliest convenience with their decision. Should Mr. and Mrs. [redacted] wish to cancel the account, Guardian will accept a 25% reduction to the early termination fee as stated above. Guardian believes these offers to fair and reasonable and remains hopeful the [redacted]s will concur. Thank you for the opportunity to respond to this matter. Should you have any questions, please contact me directly at [redacted], ext. [redacted]. Sincerely, Kathleen V[redacted] Director Account Management Department

Consumer

Response:

I have been trying to obtain service since July. Guardian has set up 2 different days to install and even called to confirm the day before and did not bother to show up. I completely altered my schedule and I was told I would receive a call from the service manager, but I guess he was too busy. Terrible customer service. It's a shame because there are so many small businesses walking around the neighborhood marketing their services for lower rates and yet I choose Guardian because they came highly recommended from my family members. Someone is not doing their job. I refuse to beg for service. How can I trust you to monitor my security if you can't even show up. 3 months later, still no service....

Review: Two months after my husband's death ; my neighbor told me of Guardian Protection Services. I called their salesman and he came to my home. He copied all my information as he said his computer was not working properly that day. I never received or signed a contract.

After 2 years I sold my home in [redacted] and moved near my family in [redacted]; I took all the monitoring equipment with me.

I received a call telling me I owned for another 3 years and I was told I signed a contract by Justin S[redacted] and he had my contract in his hand. I asked him to send me a copy as I never received one. Instead he sent me a new contract for 3 additional years and I had had to sign it to have my installation in my new apartment.

I called again asking for the contract and no one could find it. Not customer service and not my salesman.

When Justin Stone called me again to sign the new contract I told him I was not going to sign this 3 year contract because I never signed the first one and they had no copy of it. He then had his supervisor call me Matt K[redacted] at ###-###-#### . Mr K[redacted] said they couldn't find a contract because his computer needed to be worked on and he would have it in a few days.

I received a contract with my signature forged and my forged initials copied and pasted exactly the same way by every paragraph. Even my salesman's name was forged. I know this because I bought some smoke detectors from them and he signed my work order as I did. I also signed an electronic device stating my smoke detectors were installed. This is where I believe they got a signature and copied it. The signature on the contract was not mine or my salesman.

Because of this illegal and dishonest way of cheating people, especially senior citizens like myself: I will return their equipment and I want to be be completely left alone by them now and in the future. I want no harm to be made to my credit and no statements . I have not had service of any kind since I move moved here April 2, 2016 and I have paid until June 2016. My full two years. Thank you for your help in this matter.Desired Settlement: I want no further contact by Guardian by phone or mail. I want no statements claiming I owe them for 3 more years.

I want no damage to my excellent credit.

Business

Response:

June 9, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. B[redacted]’s complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.

For background, in April 2016 Ms. [redacted] informed Guardian that she had moved from the monitored premises and was interested in relocating services to her new home. After reviewing Ms. [redacted]’s security needs in the new residence, Guardian offered to provide and install security monitoring equipment in exchange for execution of a new thirty-seven (37) month agreement, which represented the months remaining in her current Agreement term. Ms. [redacted] disputed the remaining term and requested a copy of her current Agreement. Guardian mailed a copy of the Agreement pursuant to Ms. [redacted]’s request. Guardian received the subject complaint shortly thereafter.

Ms. [redacted]’s letter has disputed the authenticity of the signature found on her Agreement with Guardian. In light of Ms. [redacted]’s concerns, Guardian conducted a thorough review of her account and all corresponding documentation. Our records indicate Ms. [redacted]’s initial transaction with Guardian occurred on May 6, 2014 at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. Guardian’s review of the sales documentation confirmed that Ms. [redacted] viewed and executed the Agreement electronically during the initial consultation. At that time, Ms. [redacted] executed a Consent and Notice Regarding Electronic Communications which acknowledged her consent to electronic signatures on the sales documentation, including the Agreement. (A copy is attached hereto for your reference). Accordingly, Ms. [redacted]’s signatures and initials on the Agreement and all other sales documentation would appear as exact replicas of each other. Guardian apologizes to Ms. [redacted] for any confusion.

Ms. [redacted]’s letter also disputes the initial term of her Agreement in that she believed it to be for two (2) years. Please note, during the initial sales transaction Guardian conducts a recorded and documented telephone conversation with the customer whereby the customer orally acknowledges specific information related to the sales transaction including the term of the agreement and the monthly rate. The purpose of this telephone survey is to ensure accurate information and to ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Ms. [redacted] completed the telephonic survey with Guardian on May 6, 2014 at which time she orally acknowledged the sixty (60) month initial term of her Agreement. Guardian’s research also confirmed that the Agreement is signed and initialed by Ms. [redacted] in the specific areas that clearly indicate the sixty (60) month term. Finally, Guardian could find no evidence that Ms. [redacted]’s sales consultant made other arrangements with Ms. [redacted] related to the initial term outside of the signed Agreement on file. Again, Guardian apologizes to Ms. [redacted] for any confusion. Should Ms. [redacted] wish to listen to the telephone recording referenced above, she may contact me at her convenience and I would be happy to assist her.

Ms. [redacted] has requested that Guardian cancel her account without further payment. Respectfully, Guardian is unable to accommodate Ms. [redacted]’s request. Guardian incurred significant expense by providing and installing expensive security monitoring equipment in Ms. [redacted]’s former home with the expectation to recover those expenses during the five (5) year initial term of her Agreement.

It is Guardian’s desire to maintain Ms. [redacted] as a valued customer. To that end, Guardian’s previous offer to provide and install security equipment in her new home in exchange for a thirty-seven (37) month Agreement remains available to her.

Alternatively, should Ms. [redacted] wish to move forward with cancellation, the terms of her Agreement state she may do so upon payment of an early termination fee. That amount is designated to be $1,573.25. Notwithstanding, in a good faith effort to bring swift resolution to this matter, Guardian is willing to accept a 50% reduction to the early termination fee in the amount of $786.66 to cancel.

Because Ms. [redacted] has requested no further contact via telephone or mail, Guardian was unable to reach out to her directly to provide the above explanation and offers of resolution. Guardian remains hopeful that this letter will assist to clarify the concerns and issues set forth by Ms. [redacted] in her letter. Should Ms. [redacted] wish to discuss the contents of this letter with Guardian directly, she may contact me at her convenience.

Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Consumer

Response:

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

Review: I had agreed to have my contract extended out for an additional 36 months for adding video equipment on my services. I was advised that the monthly rate would only increase from $39.99 to $44.99 after installation of all equipment. It took 3 months to get all agreed equipment in and at that time was promised credits to be applied to account.Desired Settlement: Have the bill completely corrected and have the equipment properly tested and fixed if needed.

Business

Response:

August 2, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted], Case #[redacted] Dear Ms. [redacted] Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’ concerns. Guardian values the opportunity to address and resolve this matter on behalf of Mr. [redacted]. Mr. [redacted] has expressed dissatisfaction with his monthly monitoring rate during the time in which it took to install selected upgraded equipment. Upon receipt of Mr. [redacted]’ letter, Guardian applied a credit to his account in the amount of $30 representing the difference between his former monthly rate and new monthly rate for the past three (3) months. A copy of Mr. [redacted]’ current A/R history reflecting this credit has been mailed to Mr. [redacted] for his records. Based on the application of the above-referenced credit, I believe Mr. [redacted]’ concerns have been fully resolved. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. Guardian values Mr. [redacted] as its customer and is grateful for the opportunity to continue providing him with his security monitoring services. Thank you for informing Guardian of this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]. Sincerely, Andrew A[redacted] Manager

Consumer

Response:

Review: Guardian Dealer/solicitor changed the terms from a 2 year contract from 8/14 to 8/16 to a 5 year contract totaling $3297.00. I discovered this when Guardian Protection services sold our contract to [redacted]s monitoring service this month. We were not given a copy of the contract and we never would have agreed to a 5 year contract. I requested a copy of the contract only to find a signature copied on 4 pages. Not my signature. I have filed a police report as well under the advisement of [redacted] contact who handles fraudulent contracts. Selling our contract was one thing but this is fraud. I do have the dealers name, if that was his real name.Desired Settlement: Would appreciate the cancellation of my 2 year contract that expired this month by the terms we agreed upon. But how can they do this when they sold our contract under false documentation. Please be aware of the salesmen that come to your door. We have learned our lesson.

Business

Response:

September 8, 2016 Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’ concerns. Guardian values the opportunity to address and clarify this matter for all parties. Please be advised that Guardian is a separate and distinct company engaged by [redacted] LLC to provide 24-hour alarm monitoring and related services for [redacted] customers. Guardian provided said services to [redacted] customers until [redacted] recently transacted an arrangement with [redacted] for future servicing of their customers. As part of that arrangement, [redacted] requested that Guardian direct future customer inquiries to [redacted] can be reached at ###-###-####. Also please note that Ms. [redacted]’ sales transaction, including but not limited to any contractual arrangement to which she may have entered with [redacted] took place directly between [redacted] and Ms. [redacted]. Guardian was not present and had no involvement in that transaction. Therefore, Ms. [redacted], as a [redacted] customer, will need to direct any questions or disputes directly to [redacted] can be reached at: [redacted] LLC, [redacted] Telephone: ###-###-####. Thank you for allowing Guardian to clarify its role in this matter. Should you have any questions, please feel free to contact me at ###-###-####. Sincerely, April M[redacted] Manager Dealer Operations

Review: Installed Guardian Protection Service data port and cable services via builder for my new home construction. Guardian provided two years warranty. I became house owner on 11 DEC 2013 (the day of house closing). One of the data port installed by Guardian never got to used until early DEC 2015. Found out that particular dataport was not working. Therefore, contacted Guardian Protection Services on 10 DEC 2015 via email before two year warranty expired. on 18 Dec 2018, I was provided correct contact information for Guardian Services and I contacted them on the same day. I explained the issue that I was having. During the same phone conversation, I indicated to the customer service representative that I’m only interested if this issue is covered under my warranty. I was then transferred to Guardian Protection Service shift manager (Mr. M. M[redacted] who informed me that this issue will not be covered under warranty. I was unhappy to hear Mr. M[redacted]’s response. However, I clearly informed Mr. Miller that I’m not interested in the service if it is not covered under my warranty. I told him that I will work through my builder ([redacted]) to resolve this issue. Our conversation was ended with no resolution at that time.

A week or so later, I received a call from Guardian Protection Service on December 21, 2015 at 2:52 PM that a guardian technician was in the area and could come over to address the issue if I was available. I informed the Guardian Protection Customer Service representative that is it going to be covered under my warranty? The guardian customer service representative was not sure. Therefore, I indicated again to Guardian Protection Service that I’m only interested if this issue is covered under my warranty. Since it was not confirmed with the service representative, I refused the service on December 21 2015.

Few day later without any calls from Guardian Protection Service, a technician showed up at my home to take a look at the issue. Since we had not called the Guardian Protection Service and after making our point for warranty ONLY service (many times), it was assumed that Guardian Protection Service is honoring my warranty request. The paperwork from Technician didn't indicate that it was a billable request. Therefore, I had the technician look at the issue. Who diagnosed that our data port wiring is done correctly but issue (data connectivity) was not resolved. As part of the warranty, I just wanted to make sure the data port that wasn’t working had the correct wiring done. The service form we signed didn’t list any charges nor listed this service will be charged.

A month or so later shockingly, I received the billing for the service. I called the Guardian Protection Services customer service immediately and explained the details why this service should not be charged. I was asked to stand by while Guardian Protection Service investigates this issues. A month or so later, instead of seeing the credit or someone returning my call; I received a letter about the balance due for $102.50.

After going through all these, I feel that Guardian Protection Services is not been honest with me from the beginning. The billing should have never occurred especially making my point to Guardian Protection Services for many times. I wrote a detailed billing dispute letter to remove the charges. I then received a call from Guardian Services customer service on 3/25/2016 to discuss this matter. I spoke with the supervisor at Guardian security who acknowledged that it was miscommunication from Guardian Security. However, Guardian believed they had set up an appointment for repair. However, typically Guardian notifies customers with appointment but in this case, they had failed to notify me.Desired Settlement: The billing charges to be credited ($102.50).

After writing a letter and talking with Guardian Protection Customer service, the Guardian supervisor offered to reduce the charges to $50 and are not willing to honor crediting the account for the full charges. I feel that Guardian Security had failed to inform me that it was billable service. Therefore I request Revdex.com to help me resolve this issue and, it will be greatly appreciated.

Consumer

Response:

From: [redacted]Date: Fri, Apr 29, 2016 at 6:35 PMSubject: Update information for complaint #[redacted]To: Revdex.com <[redacted]Dear [redacted],

Review: When we decided to buy with [redacted] in [redacted], PA they had us meet with their Guardian rep. Michael Mi[redacted]. He assured us that we would have a window to decide whether or not to use their security services. We decided not to and informed him that we wouldn't be using them, but he got my wife to sign the contract under the false pretense that we wouldn't owe anything if the system weren't activated.

After closing on the house, a Guardian Tech showed up to activate the system and we explained that we weren't having it activated. He left and the system stayed off.

Two months later, we receive a bill for service and when we called to investigate were told that we were under contract and that a multi-thousand cancellation fee would apply, even though the service is not active in our house, and never has been.Desired Settlement: Cancel fraudulent contract without charging exorbitant cancellation fee.

Business

Response:

October 11, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Case #[redacted] Dear Ms. [redacted]: Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and address this matter. For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Ms. [redacted]’s home builder. As such, Guardian met with Ms. [redacted] in August 2015 to discuss her low voltage wiring needs. During that meeting Guardian also presented additional products and services available for her new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Ms. [redacted] engaged Guardian to install a monitored electronic security system in her new home. Ms. [redacted] acknowledged such engagement in writing by executing a Residential Monitoring Agreement (“Agreement”) with Guardian on August 18, 2015, which designates its initial term as thirty-six (36) months. In addition to signing the form, Ms. [redacted] placed her initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Additionally, Ms. [redacted] was provided with three (3) full business days to review, alter or cancel her decisions with respect to any aspect of the transaction with Guardian. Ms. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Ms. [redacted] and therefore proceeded to provide and install security equipment. Upon receipt of your letter, Guardian contacted Ms. [redacted] who reiterated that she does not wish to activate monitoring services with Guardian. As such, Guardian has agreed to release Ms. [redacted] from all obligation under the Agreement and to waive the balance currently due on the account. Ms. [redacted] has expressed her satisfaction with this resolution. Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely, John T[redacted], Manager Customer Care Loyalty Department

Consumer

Response:

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

Review: Guardian protection services does not monitor the alarm consistently. We have tested our alarm at times without putting it in test mode and did not receive a call from the monitoring station.

They have not honored their part of contract on a couple different topics and not only refused to correct the issue, but met us with profanity and arrogance during multiple phone conversations.Desired Settlement: We wish to be relieved of the rest of the contract obligations and seek another more reputable monitoring company.

Business

Response:

April 14, 2016

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 and clarifying this matter for all parties.

For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]). As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly between [redacted] and Mr./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 Sales and Monitoring Agreement (“Agreement”) with [redacted] on June 21, 2013. The initial term is designated as sixty (60) months. [redacted] installed and activated The [redacted]s’ system on June 24, 2013.

Mr. [redacted]’s letter asserts that Guardian has not consistently monitored his system. Upon learning of Mr. [redacted]’s concerns, Guardian conducted a thorough review of his account. Our records indicate that all regularly scheduled monthly test signals have been properly received by Guardian’s central monitoring station which would indicate that Mr. [redacted]’s system is transmitting signals correctly. Mr. and Mrs. [redacted]’s Agreement recommends that customers test their system on a monthly basis. A review of Mr. [redacted]’s account found no record of Mr. or Mrs. [redacted] requesting to test their system subsequent to activation on June 24, 2013. Additionally, please note that Guardian has no record of Mr. [redacted] expressing concern regarding system communication until receipt of the subject complaint.

Mr. [redacted] has also asserted that Guardian was disrespectful and used profanity during telephone conversations. With all due respect, Mr. [redacted]’s statement is false. Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. Upon receipt of Mr. [redacted]’s complaint, Guardian conducted a thorough review of the telephone interactions between Mr. [redacted] and Guardian’s representatives. Guardian’s investigation revealed that all Guardian representatives conducted themselves in a polite and professional manner at all times in an earnest effort to assist Mr. [redacted]. Should the telephone interactions referenced in Mr. [redacted]’s letter have taken place with [redacted] representatives, Guardian would have no record of those telephone calls.

Finally, Mr. [redacted]’s letter asserts that Guardian has failed to honor its part of the contract and that Guardian has further refused to correct the issue. Respectfully, Guardian finds these assertions to be false. For background, on January 9, 2016 Mr. [redacted] contacted Guardian and expressed discontent regarding a zwave thermostat which was not working properly. Guardian scheduled onsite service to take place four (4) days later on January 12, 2016. A technician arrived for the service appointment as scheduled on January 12th however Mr. [redacted] would not permit the technician to make any repairs to the system and requested that the technician leave the premises.

On January 21, 2016, Mr. [redacted] contacted Guardian and requested cancellation of his account, citing dissatisfaction that onsite service could not be conducted for four (4) days following his initial report of the issue. Guardian’s representative apologized to Mr. [redacted] and explained that he was ineligible to cancel his account as thirty-one (31) months remained in the initial term of the Agreement.

On March 28, 2016, Mr. [redacted] requested onsite service related to his keypad and zwave devices. Onsite service was scheduled for and took place two (2) days later on March 30, 2016. During the service appointment, the technician removed the thermostat and learned it back in, reprogramming it to the keypad. The technician recommended to Mr. [redacted] that he upgrade the thermostat or the keypad if the issue persisted. Guardian received the subject complaint the following day.

Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that conversation, Mr. [redacted] stated that he previously attempted to cancel his account during the three-day right of recission period at the time of sale with [redacted] and further asserted that he possessed documentation confirming such. Mr. [redacted] indicated he would forward a copy of that documentation to Guardian for review however Guardian has not received anything from Mr. [redacted] to date. Mr. [redacted] also informed Guardian’s representative that his keypad was not working and that he had requested a new keypad during a recent service appointment. Mr. [redacted] expressed dissatisfaction that the technician did not replace the keypad during the onsite appointment. Guardian’s representative apologized to Mr. [redacted] for his frustration and offered to send a technician at no charge to replace the keypad. Mr. [redacted] declined to schedule onsite service and stated that cancellation of the account is the only resolution he will accept.

Respectfully, Guardian finds Mr. [redacted]’s request to cancel his account without further payment to be unwarranted. Guardian has at all times honored its obligation under the Agreement by providing 24-hour monitoring and related services. Guardian’s records indicate Mr. [redacted]’s system has properly transmitted signals at all times which was further confirmed during the onsite service appointment conducted on March 30, 2016 when the technician tested all devices prior to departing the residence. Guardian also immediately addressed service concerns relayed by Mr. [redacted] by dispatching a technician to his residence on two (2) occasions. Finally, Guardian found no record of any employee using profanity with Mr. [redacted] as stated in his complaint. For these reasons, Guardian declines to simply cancel Mr. [redacted]’s account.

Should Mr. [redacted] wish to cancel his account prior to the end of the initial term, Section 9 of his Agreement states he may do so upon remittance of an early termination fee in the amount of $750. As such, upon receipt of payment of $750, Guardian will terminate Mr. [redacted]’s account and he will be released from all remaining obligation. Alternatively, Mr. and Mrs. [redacted] may continue to remit timely monthly payments and continue to utilize their 24-hour monitoring services until such time that they are eligible to cancel.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response:

May 10, 2016 Re: ID #[redacted] - Guardian Protection Services Inc. Subj: Rejection of company's response Dear Please accept this letter as our (my wife and I) rebuttal to Guardian Protection Service's letter dated April 14, 2016. Manager Andrew A[redacted] states that our account came to guardian by way of [redacted] However, it was a representative from Guardian who came to our door with the sales pitch and terms of agreement. Advertising director, [redacted], identified himself with guardian and gave us his business card which clearly identifies him as a representative with Guardian Protection Services, and not [redacted]. Once we accepted the verbal terms, [redacted] came and performed the installation. I will include a picture of the mentioned business card. Therefore, Mr. A[redacted]'s very first claim is false. Mr. A[redacted] also states that our home is monitored because it is transmitting signals correctly. However, he did not address the fact that we accidently set off our alarm, did not turn it off in required amount of time and we did not receive a single call regarding our house alarm activation during a nonscheduled "test". By any definition, that is not properly monitoring when the monitoring company does not call the primary or secondary numbers on file to inquire about an unscheduled alarm activation. Additionally, regarding the service request on January 9, 2016, this was a thermostat issue. There were times we could not turn on the heater during very cold nights. I requested a replacement thermostat. The representative came out and took my 25 dollar service fee and turned on our heater, which did work from time to time, and stated it is working so there is no way for him to diagnose the problem. He left and several more night went by when the thermostat would not work for no apparent reason. So on January 21, 2016 I called out of frustration to cancel our services with Guardian. Finally, on March 28, 2016, during a cold spell in our area, our thermostat had finally quit working. This is of course after multiple complaints regarding our thermostat malfunctioning. However, this time the Z-wave thermostat went blank and we could not turn on the heater at all. At this time, the outside temperature was high 20's and low 30's. I explained we had no heater and our house was already cold inside with our 3 children and 3 dogs. Their resolution was to schedule a service appointment 4 days later! I had to pay an HVAC representative to come fix our issue temporarily so we could keep our children and pets from freezing to death in our home. When Guardian showed up 4 days after I paid somebody to fix it and did not show up with the replacement touch pad, he "relearned" the touchpad and said it's fixed. When I stated‘this has been an ongoing issue and asked where the replacement touchpad was he replied that dispatch did not mention to bring one. I called Guardian to specifically replace our continuously malfunctioning thermostat, yet they send a representative to my home with nothing more than a screwdriver. Therefore Mr. A[redacted]'s understanding of that most recent is inaccurate. To say the least. After filing the complaint with Revdex.com, I was contacted before I left town by "Allan, ext. 12394" on April 4, 2016. I explained the situation and gave a background description of multiple complaints, including our inability to cancel the contract during our 3-day grace period to no fault of our own. He gave me his email and asked that I forward my documentation. Mr. A[redacted] claims that that they have not received any documentation per that phone conversation. However, I sent the email to the provided email with all the documentation that same day, April 4, 2016 at 7:12 PM. Since my email did not come back as "undeliverable" I feel very confident that they did in fact receive my email and this was nothing more than a company trying to save their reputation through accusations and declaring the customer as a liar. This experience is a clear indication why no potential customer should ever get involved with Guardian Protection Services Inc. Lastly, and which I feel is the most relevant to this entire complaint is the fact that we not allowed or offered the opportunity to cancel our contract during our given 3-day period. We made every effort to cancel during that period and was told we had to cancel through the representative that sold us the contract. This representative, with the business card identifying him as a Guardian representative (Taylor Merrell), was conveniently unavailable during the 3-day grace period. We made numerous attempts, that are well documented and now in the hands of Guardian representatives to contact the representative within the first 3 days to no avail. Once Taylor did return conversation he told us the grace period has now passed and it's too late. Regardless of a difference of viewpoints between customer and company, we provided correct documentation to clearly support our claim regarding our effort to cancel during the grace period and were unable to no fault of us, the customer. This poor customer service should not fall back on the customer nor their bank account. This contract should by all rights be null and void from the beginning. Any questions please feel free to give me a call. Thanks for your patience and understanding.Sincerely,[redacted]###-###-####

Business

Response:

May 24, 2016

RE: [redacted], Complaint #[redacted]



Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s additional comments. Guardian appreciates the copy of Mr. [redacted]’s business card provided by Mr. [redacted]. Guardian has determined that the business card utilized by Mr. [redacted] does not follow Guardian’s guidelines for marketing materials. Mr. [redacted] is, in fact, an employee of [redacted] and should not identify himself as a Guardian employee.

All of Guardian’s authorized dealers including [redacted] agree in writing to operate in compliance with all applicable Federal, state, and local laws, regulations, and ordinances applicable to their business activities and to otherwise comply with generally accepted fair sales and business practices. Guardian considers compliance with these provisions of the dealer’s agreement with us to be material to our business relationship. As such, we have forwarded the complaint to [redacted] and have advised them that the type of business practices outlined in the complaint cannot be condoned, and to the extent that this is in fact occurring, it must be stopped immediately. Please be assured that we will continue to monitor [redacted]’s activities and take appropriate action if we determine that they are not abiding by the terms of their dealer agreement with us.

Mr. [redacted]’s letter states he has experienced several false alarm events to which Guardian did not respond. As previously explained, Guardian’s records indicate that all regularly scheduled monthly test signals have been properly received which would indicate that Mr. [redacted]’s system is transmitting signals correctly. Additionally, at no time did Mr. [redacted] raise these concerns until filing the subject complaint.

Please note that if Mr. [redacted] activated his system then quickly cancelled the activation at his keypad, such cancellation likely could have prevented the alarm signal from being transmitted to Guardian’s central monitoring station. It should be noted that that manufacturers of today’s high-tech alarm system hardware intentionally program a delay of 15-30 seconds in order to mitigate the potential of false alarms whereby authorities may be dispatched needlessly. Immediate cancellation of the activation at the keypad disables alarm signals from transmitting; this again is an intentional false alarm reduction strategy that is embraced by FARU (Law Enforcement False Alarm Reduction Unit) and security companies such as Guardian.

Guardian previously offered to assist Mr. [redacted] in conducting a test of his system, however Mr. [redacted] declined. Should Mr. [redacted] reconsider and desire to test his system, he may do so anytime by contacting Guardian at the toll-free customer service telephone number. There is no fee for customers who wish to test their system or receive telephone assistance.

Mr. [redacted]’s recent letter references documentation he emailed to Guardian for review. Guardian has conducted a thorough search of all email accounts and has been unable to locate any electronic communication from Mr. [redacted]. Should Mr. [redacted] wish to forward documentation for review, he may do so to my attention at [redacted]

Respectfully, Guardian cannot accommodate Mr. [redacted]’s request to cancel his account absent further payment. Mr. [redacted] may end his obligation by remitting payment of the early termination fee of $750 as designated in the terms of his Agreement. Alternatively, Guardian remains willing to schedule onsite service at no charge to Mr. [redacted] to replace the keypad and fully test his system.

Guardian has made every reasonable effort to resolve Mr. [redacted]’s concerns. I am hopeful the above information is sufficient to close the file with the Revdex.com.

Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response: