Guardian Protection Services Inc

Review: Our family was relocated from [redacted] to [redacted]. We had an active contract with Guardian and I contacted Guardian to determine if the contract could be transferred to our new address. I assured by Chris H[redacted] that a Guardian office was located in J[redacted]L which was only approx. 30 miles away. I said that was fine and would gladly transfer the service. When I attempted to transfer I was informed the closest Guardian office was approx. 2 hours away. The installation and service would be handled by a sub contractor not by a Guardian employee. I spoke with Lisa, Nick, Ann, then Katherine to explain when it came to the security of my children I have a contract with Guardian not with sub contractors that I knew nothing about. I even ask if they could assure me a Guarding employee would service my account from [redacted]. I was told that they have no ideal what the future holds and would not make any promises as to how my account would be service. I am waiting for another manager to call me back Kathleen V[redacted] I feel Guardian is more concerned with selling a new contract rather than provided security for my family.Desired Settlement: I would like the remaining contract void as Guardian is not in the position to provide security to my family. I am NOT interested in having "subs" as Guardian put it service my security.

Business

Response:

April 7, 2016

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian welcomes the opportunity to provide response.

Upon receipt of the subject complaint, Guardian conducted a thorough review of its records and Ms. [redacted]s account. For background, Ms. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) with Guardian on April 21, 2011 in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.

On March 5, 2016, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Ms. [redacted] requested the relocation of monitoring services and indicated her new home had an existing system. Ms. [redacted] expressed she would contact Guardian once in the new home to complete an evaluation of what equipment she would like to add to the existing system.

On April 1, 2016, Ms. [redacted] contacted Guardian and expressed dissatisfaction that a subcontractor may complete the installation of her new system. A Guardian supervisor explained to Ms. [redacted] that the Guardian branch closest to her new residence was approximately 139 miles away, which is why Guardian utilizes a network of certified contractors to assist in servicing customers in her area. Ms. [redacted] stated she would only accept a Guardian technician to complete the installation.

Shortly thereafter, I spoke directly with Ms. [redacted] and confirmed that a Guardian technician would be dispatched to complete installation and activation of the system in her new residence in lieu of a subcontractor. I also explained to Ms. [redacted] that should she require service in the future, Guardian would do its best to accommodate her request for a Guardian technician only. Ms. [redacted] acknowledged her understanding.

On April 4, 2016, a Guardian representative spoke with Ms. [redacted] and completed an evaluation of the new home for desired security devices. During that evaluation, Ms. [redacted] requested the addition of eleven (11) glass break sensors and four (4) smoke detectors to be tied in with the current existing system. In exchange for execution of a new sixty (60) month monitoring Agreement, Guardian’s representative offered to provide and install one (1) control panel, two (2) keypads, four (4) smoke detectors (3 at no charge; 1 at $85), and eleven (11) glass break sensors with a total cost of $1,070.00. Ms. [redacted] disputed the cost of the new system and requested the early termination fee to cancel the account. Guardian’s representative provided that amount to be $696.15. In a genuine effort to assist Ms. [redacted], Guardian’s representative offered to provide two (2) of the glass break sensors at no charge which reduced the total cost to $900.00. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to Ms. [redacted] to discuss her concerns. During that conversation, Ms. [redacted] declined to discuss this matter further and stated the only resolution satisfactory to her would be installation of the above-referenced system at no charge for the remaining seventeen (17) months in her initial term.

Respectfully, Guardian is unable to accommodate Mrs. [redacted]s request to provide and install a significant amount of expensive electronic security equipment at no charge. Guardian has made every reasonable effort to assist Ms. [redacted] by applying a discount to the selected equipment and by providing five (5) devices at no charge. Guardian’s offer remains available to Ms. [redacted] should she desire to transfer monitoring services to her new home. Alternatively, in a good faith effort to bring this matter to swift resolution, Guardian will agree to accept a 30% reduction to the early termination fee in the amount of $487.00 to cancel Ms. [redacted]s account. This offer shall remain available to Ms. [redacted] until close of business on June 6, 2016 after which it will be rescinded. Guardian believes the above offers to be fair and reasonable and remains hopeful Ms. [redacted] will concur.

Thank you for the opportunity to respond to Ms. [redacted]s concerns. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The Guardian employee failed to mention the initial contract was signed around 2006 in which I signed a 60 month agreement. In 2011 I was contacted about an upgrade in technology which would allow us to use our alarm system using Smart phones. A tech came to my home and did the nessary changes but I was asked again to sign a SECOND 60 month agreement. If my math is correct $44 x 8 years I have paid Guardian approx. $4224. Lisa contacted me and ask that I do a walk through of the house so she could best advise the protection needed for our new home. After the walk through I was ask to sign ANOTHER 60 month agreement and pay approx. $1100. I explained that was not within my budget. I was advised if I could find a better deal Guarding would attempt to match it. I was contacted by Guardian the next day and I explained that I was unable to pay any upfront cost. I was offered a striped down security option that would tie into the current system for around $44 per month. I was then told I needed to sign a 60 month agreement. My remaining contract term is 17 months. I am willing to sign a 17 month agreement to fullfil my obligation to Guardian but I am not willing to sign a THIRD 60 month agreement. I explained to Guarding I am fine with them activating the new system with the stripped down version for 17 months. That will fullfil my contract.When I did sign the agreement in 2011 I was told over and over I could simply transfer my service. There was never any mention of taking on a THIRD long term contract.

Regards,

Business

Response:

April 22, 2016

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s additional comments.

Ms. [redacted] has expressed discontent related to Guardian’s request that she execute a new 60-month Agreement to install and activate security monitoring equipment in her new home. Please note, as part of the many services available to Guardian customers, Guardian offers relocation assistance to customers so that they may continue to receive the services to which they engaged and fulfill the terms of the Agreement to which they entered. Logically, there are costs associated with such relocation services (such as installing security equipment, administrative activities to establish the new account and the on-site technical labor required to install, program and activate services). While the majority of the costs are borne by the company, it is reasonable for the customer to bear a portion of the costs in one of two convenient methods: customers may elect to pay the associated charge as a lump sum in their next scheduled billing or they may elect to extend their contract term to essentially defray the costs over time.

Additionally, please understand that the agreement between the customer and Guardian in no way obligates them to relocate their account with us, nor does it obligate Guardian to relocate the customer’s monitoring services to their new home. Guardian offers relocation as a courtesy to the customer to assist them in fulfilling their contractual obligation under the agreement.

Respectfully, Guardian remains unwilling to incur the substantial costs to dispatch a technician and activate the existing system in Ms. [redacted]’s new home for the remaining seventeen (17) months in her initial term. Guardian’s previous offer to accept a 30% reduction to the early termination fee in the amount of $487.00 to cancel Ms. [redacted]’s account stands. This offer shall remain available to Ms. [redacted] until close of business on June 6, 2016 after which it will be rescinded.

Thank you for the opportunity to respond to Ms. [redacted]’s concerns. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My position stands that I am willing to fulfill my contract of 17 months. While I appreciate Guardian is only concerned about the profitability of the company, I have paid $4224 to date. Please focus your attacks on another customer as I have fallen into your "trap" on two separate occasions. I was never told I would need to sign a 3rd 60 month contract. Your deceptive business practices have put me in a bad position and I refuse to allow you to take advance of me again. I was told clearly I could transfer my service and a Guardian office was located in [redacted] This was a lie! It was never mentioned I would be expected to be sucked into a 3rd long term contract. I am quoting your exact words "receive the services to which they engaged and fulfill the terms of the Agreement to which they entered" I am willing to fulfill my terms of the agreement for 17 months. I have been lied to and now your attacks in attempting to take advance of me again is causing me much emotional stress. I am not willing to sign ANOTHER long term contract with your company. I stand that I will fulfill my 17 month contact.

Regards,

Business

Response:

May 12, 2016

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s most recent comments. Guardian apologizes that its efforts to satisfy Ms. [redacted] have not met her expectations. Notwithstanding, Guardian remains unwilling to incur the substantial costs to dispatch a technician to activate a system in Ms. [redacted]’s new home for the remaining seventeen (17) months in her initial term.

Should Ms. [redacted] wish to cancel her account, she may do so upon remittance of a 30% reduction to the early termination fee in the amount of $487.00. This offer shall remain available to Ms. [redacted] until close of business on June 6, 2016 after which it will be rescinded. Alternatively, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel her account.

Guardian has made every reasonable effort to address Ms. [redacted]’s concerns and remains 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,

Kathleen V[redacted] Director

Account Management Department

Consumer

Response:

From: [redacted]Date: Wed, Jun 22, 2016 at 4:09 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com <[redacted]

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:

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: 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: In January 2016 Mike M[redacted] come to my home and told me they coule go Wireless so I went with them. They left me out of the 5Year contract but I ben paying for service and found out in August the the teck toid me it was not working and it was some times it would take 3 hours to see at the monitoring service.Desired Settlement: I would Like a refund of the money I payed. I called Mike M[redacted] 4 times win I found out about this be he did not call me bake. The office did said they did not know any thing about this.

Business

Response:

September 8, 2016 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian sincerely apologizes to Mr. [redacted] for the issues he has experienced with this cellular communication. Upon receipt of your letter, Guardian contacted Mr. [redacted] and explained that a refund of $150 would be provided pursuant to his request. Mr. [redacted] expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to continue providing him with his security monitoring services. Thank you for providing Guardian the opportunity to address this matter. 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: We have been a Guardian customer for 9 years. One of the monitors in our home stopped working. [redacted] called to ask about having it replaced; he was told Guardian would replace the defective device at no charge. [redacted] was at home when the installer came. The installer told [redacted] that the current location of the device (which Guardian had selected upon initial installation) was not great and that we would be better off with a different device in a new location. [redacted] inquired about the cost. The installer said "it would be about $80 more than the original device." [redacted] allowed the installer to install it. She was then handed a paper and told to sign it to indicate the work was completed, which she did. Because the original device had been promised at no cost, we expected a bill for $80. The bill came for $165. We called Guardian for resolution. Guardian said that the document [redacted] signed was a "contract" and that the conversation they had with [redacted] was no longer valid. We believe this was a "bait and switch." We have paid the bill in full because we do not want it to impact our credit, but would like a refund for the charge that was not communicated to us.Desired Settlement: We would like a refund for the difference in price between the "free" device we were promised and the actual device that was installed.

Business

Response:

August 23, 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 Mr. and Mrs. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-focused company and appreciates the opportunity to resolve their concerns. Mr. and Mrs. [redacted] have expressed dissatisfaction with an invoice assessed to their account for the addition of a security monitoring device during a recent onsite service appointment. Guardian sincerely apologizes to Mr. and Mrs. [redacted] for any confusion or inconvenience. Upon receipt of your letter, Guardian researched Mr. and Mrs. [redacted]’s account and confirmed that the account was to be invoiced the sum of $80, not $165. Guardian spoke directly with Mr. [redacted] on August 18, 2016 to provide the above explanation. Guardian’s representative also explained that Mr. [redacted] will receive a refund in the amount of $85. Mr. [redacted] expressed his satisfaction with this resolution. Again, Guardian apologizes to Mr. and Mrs. [redacted] for any confusion. Guardian values Mr. and Mrs. [redacted] as our customers and is grateful for the opportunity to continue providing them with 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 Customer Service Department

Review: Almost 2 years ago when I moved into my new house, I signed a contract with Guardian Protection Services for monitoring of an alarm and other equipment. The representative told me I could cancel with a 30-day notice. The contract is for 5 years; however, it is not clear that I am not allowed to cancel before the 5-years are up. It turns out the 30-day notice is AFTER the 5 years is up. I am paying approximately $60 a month for a service I am not using. Not needing the service, I called and requested the address to send my 30-day notice to but was told I cannot cancel. I asked what the termination fee would be and was told I would have to pay out the remaining 3 years of the contract. I think that is unreasonable. I would not mind paying a reasonable termination fee, but to lock me into a contract for such a long period of time is not reasonable. Had the terms been clearly stated, I never would have signed a contract for such a long period of time.Desired Settlement: I am not asking for a refund of services for which I have already paid. I am asking to be allowed to cancel the contract with a reasonable termination fee. I would consider reasonable to submit a 30-day written notice of termination during which 30 days I pay for the service and then the service is discontinued with no further charges and no adverse information posted to my credit report.

Consumer

Response:

From: [redacted]Date: Mon, May 9, 2016 at 9:23 PMSubject: complaint update ID [redacted]To: [redacted]

Greetings,My complaint ID is [redacted] This complaint is against Guardian Protection Services. You are waiting for their response to you; however, my messages say that if I have further contact with the vendor, I am to send you a message. Someone from Guardian Protection Services has contacted me twice. He first offered to allow me to terminate my contract for over $2000. I turned him down. He said he would talk to “the higher ups” and get back to me. Supposedly, he talked to the “higher ups” and they offered me a 60% discount on the remaining contract but that still meant a termination fee of over $800. My argument is that I have paid them for two years for essentially nothing since I do not use the service. I have not ever armed the system; therefore, they have never responded to an alarm. In fact, I have discovered that they do not respond to alarms anyway. They simply notify the local authorities, which I can do myself. I was told that they must have a 5-year contract in order to “recover installation costs” but I paid about $500 upfront for installation costs. Counting the installation costs, I have already paid them about $2000 for no service rendered. It would not hurt their company to allow me to terminate “service”. The agent who has called me twice is Shawn but he did not give me his last name. He is calling from ###-###-####. Thank you,[redacted]

I started with Guardian Protection in 2010, with a “wired” (needing a telephone line) system. It had 1 motion sensor, 1 smoke sensor, and 2 door/window sensors. In 2014 I called and inquired about what was needed to cancel the contract, I was told that I would need to “buyout” the remainder of the monitoring contract. Well, that was more than what I wanted to pay at the time, but in further discussions I was offered an “upgrade” to a Cell based system that did not require a landline for operations (this is what I had been looking for at the time), I went ahead with the agreement for a 36 month period. Fast forward to 2016 and 8 months left on the contract and I once again called to inquire about canceling the contract, only this time I was told that I would have to pay $930 for the equipment and $55.92 for the remaining 8 months of monitoring. This was from the “loyalty” department. Nowhere is where the real gotcha is, I have to pay for the equipment BUT ”Guardian (the company) shall own the control/transmitting device which contains proprietary data and which the company will always own”. In english, this is the control panel for the system, when I asked how the wanted to retrieve this “device” they told me that they did not want it bac, I then asked for a written statement that the panel was mine and I cold dispose of it in a manner I saw fit. After quite a while I was told they would send a “call Tag” for the panel. Here is the rub, I am paying for that panel (and yes, all of this is in the agreement) yet the company does not want it, thus in my mind they do not wat the “proprietary data” contained within the device. As I explained to the “Loyalty Supervisor” a device is something I can hold in my hands and data is something that would be held within the device, they are not the same thing, although he insisted that they were and that although they did not want the “device” back, I could not do anything else with the data. Sound like a catch 22??? It does to me. And yet they will not release the customer from paying for that “equipment”. The company I am moving to will provide me with additional door sensors, and a Wifi thermostat and no additional cost to me, beyond the 3 year monitoring agreement, guardian did not even try to match, just a give me my money attitude. In the over 6 years with this company I have NEVER received a call to find out if I liked the service, or hello how are you NOTHING, just pay us. My new company will physically check the system every 6 months, so I actually get to see and talk to someone. When I have called Guardian, the attitude was one of disinterest and I felt that I was bothering them by telling them I would be on vacation for an extended period and away from my home, they just didn’t seem to care. So, bottom line Guardian did exactly what the agreement stated, monitored the system, no more, no less, BUT as for actually caring about their customer, that is a different story. If approached by this company, I recommend that you run away.

Review: The worst company ever I have seen which does not stand on their own sales person. The sales people (Basically lire in all the sense) came to our house and promised 7 days trail (the only mistake they made me do is agreed on 3 day trial) and promised $80 discount on home insurance( which turned out to be $18). He also promised he will come back and check on on 7th day to see if we like the system and not then we will cancel it without any cost.

Later on fourth day I found out that this guys and company is not trustworthy at all. The way this people do business is sending this type of fake, liar and cheater sales people to every house and sell the product with all available and possible false promises which are verbal and make then tie into 3 year contract.

When I called back the customer service they just keep on repeating one word you signed the agreement but never take responsibility of their own liar sales people. Now I tried calling sales person (anyone can guess), he never answers the call and neither customer rep is able to get hold of him (which is also Lie, I mean you can't get hold off of your own employee?)Desired Settlement: I need to get out of all this contract thing and need my money back.

Business

Response:

September 2, 2016 Revdex.com of Western Pennsylvania Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, 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 greatly values any opportunity to address a question or concern. We have conducted a thorough review of the above matter and have determined that Mr. [redacted]s account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of Mr. [redacted]s sales transaction took place directly between AMP and Mr. [redacted]. AMP 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 AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Mr. [redacted] has requested the cancellation of his account. Respectfully, Guardian is merely the provider of 24-hour monitoring services for Mr. [redacted] on behalf of AMP. Guardian is unable to cancel Mr. [redacted]s account due to the fact that his contractual obligation is with AMP. However, in a genuine effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Mr. [redacted]s complaint to AMP. AMP is a respected firm and Guardian is confident that AMP will address this matter with Mr. [redacted] as soon as possible. Should you or Mr. [redacted] wish to contact AMP directly, they may be reached at AMP Security, LLC, [redacted]. Telephone: ###-###-####. I am hopeful this response has assisted in clarifying this matter for all parties. Thank you for allowing Guardian the opportunity to address Mr. [redacted]s concerns. Should you have any questions, please contact me directly at ###-###-####. 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.AMP Customer Representative Manage just reached out to me and asked me to take all the complains back for AMP and Guardian to resolve my issues.Here, I am requesting Revdex.com to take off all my complains for AMP and Guardian in order for AMP to release me out of their any contract with me without any extra payments to them now or in the future.

Regards, [redacted]

Review: I purchased a new construction home and settle on July 25th, 2014. At that time Guardian Security installed a brand new security system in my home. As of this past week, Monday 8/8, I started having issues with my system. Upon a technician visit they discovered that I needed a brand new alarm panel; they stated that the entire panel was "completely fried" and that they did not know how this could happen so quickly (2 year period). Upon asking for a replacement I was told that I would be responsible for the cost of replacement (service and material). When speaking with Randy (supervisor in customer service outside of Pittsburgh, PA), he stated that he and his supervisor could only offer me a 12 month extension on my contract to offset paying for the replacement.

In my opinion this is unacceptable. When a business states that this should not have occurred and then asks for the consumer to pay for the remedy, that seems like a very poor and unfair business practice.Desired Settlement: I would like the alarm panel replaced free of charge based on equipment malfunction

Business

Response:

August 24, 2016 Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: [redacted] - Complaint #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns. Mr. [redacted] has disputed the cost to replace the security panel for his system and has further stated he believes the replacement should be provided at no cost to him. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. As a result, Guardian confirmed that Mr. [redacted]’s warranty period has expired, thus replacement of the device cannot be provided at no charge. Guardian also confirmed that Mr. [redacted] does not subscribe to Guardian’s Extended Repair Agreement which would absorb the cost to replace the device. As such, the cost to replace any security device is billable at Guardian’s standard rates. Guardian has contacted Mr. [redacted] directly to provide the above explanation. During that conversation, Guardian’s representative offered to extend the term of Mr. [redacted]’s Agreement by twelve (12) months to cover the cost of the onsite service appointment and new security panel. Alternatively, Guardian’s representative offered to waive labor costs and replace the security panel at a cost of $100 with no contract extension. Mr. [redacted] has elected to replace the panel at a cost of $100. Accordingly, onsite service has been scheduled to take place on August 30, 2016 to replace the security panel. Thank you for allowing Guardian the opportunity to address and resolve this issue on behalf of Mr. [redacted]. 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. I accept the one-time fee of $100 to correct the malfunctioning equipment with no extension in term.

Regards,

Review: I am a 85 year old vulnerable adult. I had security monitoring with [redacted] since 2012. On March 22,2016 a represntative from Guardian protection services came to my home his name is [redacted] was very persuasive and cohersed me into a contract with is company. He then dialed what I ssume was the home office and I spoke with a rep who then told me I was accepting a verbal contract. [redacted] also assured me he would help me with cancelling coverage from [redacted] he drated a letter which I signed. He then said {cal lme if you have any problems cancelling } . I called him when I realized I had 2 security companies and he said write another letter to [redacted]. We have since called him on 3other occasions and he has not called us back. Also in the meantime we learned the City we live in [redacted] requires door to door sales to be licensed with the city and he was not so we were told that would make th contract null and voidDesired Settlement: Guardian wants to charge us a 1,250 early termination fee which we do not feel we owe because I was mislead by

Bret. and we have made 3 calls to him and have not heard back But he assured me he would help cancel [redacted]

Business

Response:

August 2, 2016 Revdex.com of Western Pennsylvania Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: [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 security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby all aspects of his transaction took place directly with [redacted]. Guardian was not present during any aspect of the sales transaction with Mr. [redacted]. Further, Mr. [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. 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 Mr. [redacted]’s concerns relate to the sales transaction which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. [redacted] is a respected firm and has agreed to accept Mr. [redacted]’s request to cancel his account and discontinue 24-hour monitoring and related services. Upon cancellation, Guardian will no longer respond to any signals from Mr. [redacted]’s system. Should you or Mr. [redacted] wish to contact [redacted] directly, they may be reached at: [redacted] Security Management, Inc., [redacted] Telephone: ###-###-####. Thank you for the opportunity to provide Guardian’s response. Should you have any questions, please contact me directly at ###-###-####. Sincerely, April M[redacted], Manager Dealer Operations

Review: Salesman Brian S[redacted]topped by my house for an appointment to discuss adding a security system to our home. Brian counted the windows and doors and presented the equipment package we would need to properly protect our home. He went over the contract options and suggested the 6 year plan so our monthly payment would be protected. We were a bit concerned about the length of the contract but he assured us that the contract would not hold up to the time period in fact he said people get out of them all the time, "you just call us and tell us when to cancel". He even said just file the contract since all it does is protect your monthly monitoring fee. He asked for a payment of $84.00 which covered the cost of the equipment which we would own.

Well some health issues arose with me and we have to move south to get me out of winter so, as Brian said, I called and told them when I would be terminating the monitoring to which I was told I can’t cancel the contract and I had $2,000 worth of equipment in my house. Needless to say I flopped out stating that Brian told me I could just cancel the contract like so many other have done. So I called Brain who never denied he told me I could just walk away from this contract and he only wants happy clients and would get back to me. Well I never heard from him but had several conversations with the manager who said there was a $750.00 termination fee. I told the manager I expect Brian to come through with his “Get out of the agreement with no cost” and if there was a termination fee, Brian should be paying that to make his story true.

So my best option was to put the monitoring on hold for 6 months and see if they buyer of my property would pick up the balance of the plan; so we signed a contract to that effect which included my possibly having my new house protected by Guardian so I could finish out my obligation. Well when I called them saying “Hey the new house wired for Guardian so all I need to do is transfer my contract there”. They said they have to have someone come put to make sure I don’t have any concerns…well the current owner, I’m sure didn’t improperly protect his house so I’m assured there is no need for a salesman to come, all we need to do is resume my contract at that location. No they say they have to add 6 months to my contract and pay a hefty transfer fee.

Guardian screws you every way you turn, no matter what you do it costs you a hefty fee. They even tried to charge me to have a repairman come to my home and repair a faulty installation. Then they wouldn’t send anyone out if I wouldn’t pay so they sent me some foam tape to fix t myself but the foam tape wouldn’t work and that’s not the tape they install with.

In my experience, Guardian Protection Services is a scam organization who has some excuse to charge you fees for about anything you want. I’ve never been lied to so much by one company in my life and never heard so many different stories from every different person you talk to. It’s almost like the phone representative that screws you the most gets the biggest bonus check for taking you for a ride.

I admit, shame on me for not reading the contract, but this Slick Willy was so good, even telling me my next door neighbor who inspired us to use Guardian got the same deal we did and they are happy as can be; what a con man.

So their resolution to my moving to a house with paid for Guardian equpSalesman Brian S[redacted]l stopped by my house for an appointment to discuss adding a security system to our home. Brian counted the windows and doors and presented the equipment package we would need to properly protect our home. He went over the contract options and suggested the 6 year plan so our monthly payment would be protected. We were a bit concerned about the length of the contract but he assured us that the contract would not hold up to the time period in fact he said people get out of them all the time, "you just call us and tell us when to cancel". He even said just file the contract since all it does is protect your monthly monitoring fee. He asked for a payment of $84.00 which covered the cost of the equipment which we would own.

Well some health issues arose with me and we have to move south to get me out of winter so, as Brian said, I called and told them when I would be terminating the monitoring to which I was told I can’t cancel the contract and I had $2,000 worth of equipment in my house. Needless to say I flopped out stating that Brian told me I could just cancel the contract like so many other have done. So I called Brain who never denied he told me I could just walk away from this contract and he only wants happy clients and would get back to me. Well I never heard from him but had several conversations with the manager who said there was a $750.00 termination fee. I told the manager I expect Brian to come through with his “Get out of the agreement with no cost” and if there was a termination fee, Brian should be paying that to make his story true.

So my best option was to put the monitoring on hold for 6 months and see if they buyer of my property would pick up the balance of the plan; so we signed a contract to that effect which included my possibly having my new house protected by Guardian so I could finish out my obligation. Well when I called them saying “Hey the new house wired for Guardian so all I need to do is transfer my contract there”. They said they have to have someone come put to make sure I don’t have any concerns…well the current owner, I’m sure didn’t improperly protect his house so I’m assured there is no need for a salesman to come, all we need to do is resume my contract at that location. No they say they have to add 6 months to my contract and pay a hefty transfer fee.

Guardian screws you every way you turn, no matter what you do it costs you a hefty fee. They even tried to charge me to have a repairman come to my home and repair a faulty installation. Then they wouldn’t send anyone out if I wouldn’t pay so they sent me some foam tape to fix t myself but the foam tape wouldn’t work and that’s not the tape they install with.

In my experience, Guardian Protection Services is a scam organization who has some excuse to charge you fees for about anything you want. I’ve never been lied to so much by one company in my life and never heard so many different stories from every different person you talk to. It’s almost like the phone representative that screws you the most gets the biggest bonus check for taking you for a ride.

I admit, shame on me for not reading the contract, but this Slick Willy was so good, even telling me my next door neighbor who inspired us to use Guardian got the same deal we did and they are happy as can be; what a con man.ipment is that I must pay $350.00 to set the equipment up when I know from History that a service call costs $25.00 as they tried to charge me for repairing an improper installation. So I have to purchase already paid for equipment in the house I bought; leave my equipment behind which will be paid for with the fulfilment of my contract they they will sell it again to the new owner if they choose the service with no rebate to me. I own this equipment as does the seller of the house I am purchasing. I brought this to the attention of my attorney who knows about this scam and said it is Consumer Fraud but there is no legislation that stops it. I have a friend that is a State Legislator who will deal with the matter at the State level but I'm being ripped off multiple times. I asked the head of the relocation department to show me in my contract where it says I have to pay all this and she responded, "this is our offer, take it or leave it". They know what theya re doing is wrong but can get away with it.Desired Settlement: I want my new service to continue at the new location with no change in the balance of my contracted time and a $25.00 service call to switch owners. They claim a technician has to come to see if the home is properly protected; I doubt with the way they do business that it isn't properly protected and the current owner is satisfied which is good enough with me. I was forced to sign a "Freeze Letter" because I am moving but that includes the $350.00 additional fee by extending the service for their additional profit as that extension is payment for the paid for equipment, and they admitted that. Now that I know this is Consumer Fraud, I wan them to do business legitimately.

Business

Response:

July 21, 2016 Revdex.com Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: [redacted]

* Dear Ms. [redacted] Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Mr. [redacted]’ complaint dated July 19, 2016. Before Guardian had the opportunity to contact Mr. [redacted] to discuss his concerns directly, Mr. [redacted] delivered a check in the amount of $750 to Guardian’s corporate headquarters for payment of the early termination fee on July 20, 2016. At that time, Mr. [redacted] requested that Guardian cease any further contact with him. Pursuant to Mr. [redacted]’ payment of the early termination fee, Mr. [redacted]’ account was cancelled effective July 20, 2016. Guardian apologizes to Mr. [redacted]’ that its efforts to resolve this matter did not meet his expectations. 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:

Review: I had multiple false alarms, city is charging me $250 for 2. The system doesn't work and I don't want to pay for a product that is not working.

I have had multiple false alarm and in 2 ovations I had to send thee police because I haven't been close to the business. They are charging me $250 for something is not my fault. I don't think this company is a loyal company and also is saying that is providing a service that is not. One day I'm going to have a real intruder and I'm going to think is a false alarm. I don't think is fair for me to pay the police and also to be force to pay them and to continue with services because every customer deserves to get the services that they are paying for and I am paying for something is costing me a lot and that is not doing what is supposed to. The lady I talked to said I had to pay them and the police and to break the contract will be more money. I don't want to break the contract because I don't have money, I don't think is fair to stay with a company that is not providing the service that you are paying for.Desired Settlement: I want them to wave the month I haven't paid and also to pay the city fine for false alams.

Business

Response:

June 21, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

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

While Ms. [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. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]. Further, Ms. [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.

Ms. [redacted]’s letter expresses discontent related to false alarm fines assessed by her local municipality. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss these concerns directly. During that conversation, Ms. [redacted] expressed that during several false alarm events she requested that police be dispatched as she was not onsite at the monitored premises to confirm whether the alarm was false or actual. Because these alarms were false on nature, she was subsequently assessed false alarm fines.

In light of Ms. [redacted]’s concerns that the equipment may be malfunctioning and causing false alarms, Guardian’s representative offered to schedule onsite service at no charge to Ms. [redacted] to test the monitoring equipment. Should the technicians find an underlying issue which caused the false alarms, Guardian’s representative offered to request that the fines be waived by the municipality and/or discuss a credit to the account. After consideration, Ms. [redacted] accepted Guardian’s offer.

An onsite service appointment is scheduled to take place on Tuesday, July 28, 2016. Please be assured that Guardian will continue to work closely with Ms. [redacted] and ensure that all of her concerns are resolved to her complete satisfaction during the service visit.

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

Sincerely,

Andrew A[redacted] Manager

Customer Care Department

Review: I purchased an alarm systems and various audio and visual monitoring equipment and installation services with Guardian when I had my home built. We have experienced every possible problem since we met with the sales representative of the company, We were told about features of the system we purchased only to find out those features did not exist after the install was completed. When they came to perform the wiringt he installer placed my network box to low to the ground in my laundry room. Unfortunately, the delivery driver for my washer and driver could not set up my units because the washer and dryer would be have block the panel. The installer had to come back and cut into my drywall make the repairs. When he completed his task of installing everything I asked what happened to my IP door lock and hard drive. He stated that I never purchased the lock and hard drive. I new that was no the case because the equipment was ordered while we were building the house and the cost was added to the loan amount when went to settlement. I spoke to both the sales manager and installation manager (Steve) and they stated they would have someone come to completed the lock and and hard drive setup. The installer came out and completed the install, but once it was done they sent a bill for $562.99 for time and material that was already paid for once and they are attempting to bill me a second time. I spoke to several people at the Guardian call center and they said that I still owed which is still incorrect. At this point I am extremely frustrated and no longer want to do business with Guardian.Desired Settlement: I want to cancel my service with Guardian without penalty immediately since this has been a total disaster Also they need to resolve the charge issue since they stated they would have the unpaid debt placed on my credit report.

Business

Response:

August 30, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to address Mr. [redacted]’s concerns. Mr. [redacted] has expressed discontent related to an invoice for recent onsite service and further asserts he was billed for time and material that he had already remitted through a mortgage roll-in. Upon receipt of your letter, Guardian conducted a thorough review of the account. Guardian then contacted Mr. [redacted] directly. During that conversation, Guardian’s representative explained that only 30% of the cost of the equipment he selected for his new home was rolled into his mortgage, therefore he remains responsible for the remaining balance. Mr. [redacted] requested to return the equipment, however Guardian’s representative explained that used equipment could not be returned. Mr. [redacted] then requested to cancel his account due to the issues he experienced during installation, including placement of the security panel. Guardian’s representative reviewed with Mr. [redacted] that the account could not be cancelled absent payment of an early termination fee. Guardian received the subject complaint shortly thereafter. Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. Mr. [redacted] cited that he wished to cancel the account due to issues related to installation of the system, including placement of the security panel, however Guardian already addressed and rectified those issues in July 2016. At the present time, Guardian’s records indicate that all devices in Mr. [redacted]’s home are functioning properly. Should Mr. [redacted] have additional concerns related to his security equipment, Guardian would be pleased to schedule an onsite service appointment at no charge to him to evaluate those concerns. Mr. [redacted] has also stated that he wished to cancel the account as he could not afford the balance associated with the recent onsite service appointment. In a genuine effort to assist Mr. [redacted], Guardian is willing to accept payments of the current balance ($568.71) in five (5) monthly installments of $113.74 until the balance is paid in full. This gesture is presented by Guardian in an earnest good faith effort to assist Mr. [redacted]. This offer shall remain available to Mr. [redacted] until close of business on September 20, 2016 after which it will be rescinded. Thank you for the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted] Sincerely, John T[redacted], Manager Customer Care Loyalty Department

Review: On 08/08/2012, I was offered the Guardian Home Security Services based on my on a new Home purchased for monitoring for 3-years. I signed up at the [redacted] in [redacted] (I have Exhibits 1-4)

The sales man representative an authorized sales dealer for Guardian Home Security at the [redacted] told me they will pre-wire and have my system ready on closing date which was on 11.28.2012.

In the pass 3-years we have experience vandalism and power outage. Thi system is not responsive if there is a power outage.

So, because I've been with Guardian for over 3-years and 6 months, I wanted to change my security system to a more reliable security system.

I called the Guardian HQ in [redacted] on 05.07. 2016, and they are telling me that I have an obligation with Guardian of 5-years. I told them that when I signed up with them I did it wit a [redacted] representative and no where in the Exhibits 1-4 there is anything that says II have a contractual obligation of 5 years. (See Attached). If any document of this nature exist than it was perhaps inserted in the closing date documents on 11.28.2012. However, this system was sold to me under false advertisement, that I was under a contract for 3-years.Desired Settlement: I would like Guardian to cancel my service with no penalties, and that they settle with me since I've been a loyal customer for a long period of t.

Guardian authorized dealers are selling under "Misrepresentation" a concept in the contract law of USA and some other Commonwealth countries, referring to a false statement of fact made by one party to another party, which has the effect of inducing that party into the contract. For example, under certain circumstances, false statements.

Business

Response:

May 20, 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 in hopes of assisting Mr. [redacted].

For background, Mr. [redacted]’ account came to Guardian by way of an Authorized Dealer known as [redacted] Security Systems (“[redacted]”). As such, all aspects of Mr. [redacted]’ sales transaction and system installation took place directly between [redacted] and Mr. [redacted]. Guardian was not present for any aspect of the sales transaction or system installation. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’ services and subsequent billings.

Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on August 8, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated as five (5) years. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “The initial term of this Agreement is 5 years commencing on the day service begins”. Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form.

Additionally, at the time of the sales transaction with [redacted], Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction. Mr. [redacted] did not alter or cancel the engagement of [redacted] to provide and install security equipment and activate 24-hour monitoring services.

Mr. [redacted] has disputed the initial term of his Agreement, stating he was promised a three (3) year initial term. Upon receipt of his complaint, Guardian made multiple attempts to contact Mr. [redacted] to review his concerns directly. Unfortunately, Guardian has been unable to reach Mr. [redacted] to date.

Guardian has conducted a thorough review of Mr. [redacted]’ account including all paperwork received from [redacted]. Respectfully, Guardian was unable to find any reference to the promise of a three (3) year initial term. Should Mr. [redacted] possess any such documentation confirming a three (3) year initial term, Guardian would be happy to review and honor that promise.

Mr. [redacted] has requested the cancellation of his account. The terms of his Agreement provide for cancellation prior to the end of the initial term by remitting an early termination fee. That amount is designated as $841.73. In a good faith effort to bring swift resolution to this matter, Guardian will agree to accept a 50% reduction to the early termination fee in the amount of $420.86. Upon receipt of payment of $420.86, Guardian will cancel Mr. [redacted]’ account and he will be released from all remaining obligation. Guardian believes the above offer to be fair and reasonable and remains hopeful Mr. [redacted] will concur.

Thank you for allowing Guardian the opportunity to address Mr. [redacted]’ concerns. Should you have any questions, please contact me directly at ([redacted] 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. I will pay the amount of

Review: September 2015 we sold our home and requested suspension of our services until our new home is built. We called four times, sent an email to our original sales representative, and an email through the Guardian Website for the customer service team to suspend our service. Month after month we would get notices showing the service was never suspended. Our billing wasn’t corrected until December 2015 and January 2016 I received a past due balance (even though it took Guardian 3 months to get me an accurate bill). This amount was received by Guardian on December 16th from my Chase account and the past due notice is dated December 22, 2015.

January 1, 2016 we filed a president's office complaint to get our billing issue resolved and completely terminate our contract with Guardian due to horrible service. I received contact from Matthew K[redacted] on 1/7/16 with a buyout offer which was good for 30 days. This offer was executed on 1/29/16.

I received additional billing for monthly services AGAIN this week. They still haven't terminated our contract.Desired Settlement: I want the buyout charge of $250 waived and corporate confirmation our account has been closed. The time and energy we've spent to contact to try to get them to handle their billing accurately has been ridiculous.

Business

Response:

May 27, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

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

For background, Mr. [redacted]’s initial transaction with Guardian occurred on April 29, 2013 at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically designated the thirty-six (36) month initial term. Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Guardian’s records indicate billing of the account began on August 5, 2014.

On September 11, 2015 with twenty-three (23) months remaining in the initial term, Mr. [redacted] informed Guardian that he had sold the monitored premises and was building a new home. Guardian’s representative offered to freeze billing on the account for a period of six (6) months to allow Mr. [redacted] time to complete the home construction. An authorization to freeze the account was forwarded to Mr. [redacted] via email for his signature.

Later that day on September 11, 2015, Guardian spoke with Mrs. [redacted] who stated the [redacted]s were unaware of an initial term of thirty-six (36) months. Guardian’s representative reviewed the Agreement and confirmed the initial thirty-six (36) month term. A copy of the Agreement was emailed to Mrs. [redacted] at that time for her records.

On November 2, 2015, Mrs. [redacted] informed Guardian that she has not received the freeze letter. Guardian forwarded another copy via email on November 2, 2015. Guardian’s representative informed Mrs. [redacted] that upon receipt of the executed document, the freeze would be applied retroactively to September 2015. Guardian did receive the properly executed document and, as such, billing of the account was suspended from September 2015 through March 2016.

In January 2016, Mr. and Mrs. [redacted] requested to terminate their account. Guardian provided them with written confirmation that the account could be cancelled upon payment of an early termination fee of $250. On January 29, 2016, Guardian received the executed cancel letter from Mr. and Mrs. [redacted]. Unfortunately, Mr. and Mrs. [redacted] did not remit the early termination fee of $250. As such, billing of the account continued. Guardian had no further contact with the [redacted]s until receipt of the subject complaint.

Mrs. [redacted]’s letter references a past due balance that she feels was the result of a Guardian error. Please note Guardian has reviewed Mr. and Mrs. [redacted]’s account and found Mrs. [redacted]’s statement to be inaccurate. On December 9, 2105, Mrs. [redacted] contacted Guardian to dispute a past due balance and to inquire why the freeze had not taken affect. Guardian’s representative explained that the freeze had been applied correctly and that the past due amount reflected services rendered in August 2015 (prior to the freeze) plus a late fee. Mrs. [redacted] expressed she would remit payment to satisfy the account balance. Guardian received that payment on December 15, 2015. Guardian apologizes if any payment reminders were sent to the [redacted]s during the timeframe that payment was remitted.

Mrs. [redacted]’s letter also expresses dissatisfaction that her account had not been cancelled in January 2016 upon her request and further disputes receipt of ongoing billing statements. As explained above, Guardian did receive the executed authorization to cancel the account on January 29, 2016, however the authorization was not accompanied by the early termination fee therefore monthly invoices continued to be generated and mailed.

Upon receipt of Mrs. [redacted]’s complaint, Guardian contacted her directly to provide the above explanation. Guardian’s representative forwarded another cancel letter to Mrs. [redacted] confirming the early termination fee. Mrs. [redacted] expressed that she would execute the authorization to cancel and remit the early termination fee of $250. Upon receipt of that amount and the signed document, the [redacted]s’ account will be terminated and they will be released from all remaining obligation.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

The monitoring is good but the customer service is terrible. We have to repeat calls often to request things that we thought were already handled only to find out they weren't. Still waiting now for over a month for them to fix a problem. ..in the meantime we get calls at 1:30 in the morning for the same problem. Then they send mail to the wrong address. I needed a certificate for insurance and customer service copied the fax number wrong...twice.

Review: I relocated from [redacted] to [redacted] in September of 2015. During the relocation process, I contacted Guardian Protection Services to notify them of the move and to cancel my plan upon the sale of my home at the end of November 2015. At first there was no issue or indication that I would be charge for breaking my contract, but this became an issue when I notified them of the termination date (30 November 2015 I believe). I have told many customer service representatives that I wouldn't pay the termination fee or any continuation charges because I was relocating. Not only did my salesman specifically state that I could cancel with no penalty if I relocated, the very front page of my contract states the following blurb. This point was made very clear with the salesman as I have relocated 8 times in 11 years with my career.

"Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property address. Client must provide written notice to the Company 60 days prior to such cancellation, return any Company owned property."

In August of 2015, when I called to notify Guardian Protection Services that I would be canceling my service, the customer service representative stated that she had documented the situation and that there was no need for me to draft/mail a letter with no termination fee repercussions. She also stated that I would not need to return any equipment as they would send a salesman to see if the new property owners wanted to continue service. I would have actually liked to transfer the service once we purchased our new home in [redacted], but I refuse to do business with a company of poor integrity, which attempts to manipulate their customers against the verbal and written commitments. If Guardian replays that conversation with the customer service representative in November, they would likely understand where the conversation when south and they officially lost a valuable customer.Desired Settlement: I'm asking for Guardian Protection Services to stop harassing me over a payment that's not due and to send me a statement showing the contract has been terminated with zero payment due.

Business

Response:

May 5, 2016

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

Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties.

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 transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [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.

[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.

Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on February 25, 2015, as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is clearly designated as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form. Guardian’s records indicate Mr. [redacted]s system was installed and activated by [redacted] on February 25, 2015.

On November 30, 2015 with fifty-two (52) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he had sold the monitored premises and was unable to transfer services to his new home as it was a rental. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was required. Guardian’s representative provided that amount to be $749. Guardian’s representative offered to freeze the account for a six-month period to allow Mr. [redacted] the opportunity to find a permanent residence. Guardian’s representative also indicated that the new homeowner could activate services under a new agreement which would release Mr. [redacted] from all remaining obligation. Mr. [redacted] declined to relocate and disputed the early termination fee. Guardian’s representative informed Mr. [redacted] that the monitoring would be placed out of service but that billing would continue until the end of the initial term. Mr. [redacted] acknowledged his understanding.

On January 7, 2016, Mr. [redacted] spoke with Guardian and disputed receipt of a billing statement. Mr. [redacted] also disputed the initial term of his Agreement and the early termination fee. Guardian’s representative reiterated the relocation options previously presented to Mr. [redacted]. Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint on April 22, 2016.

Mr. [redacted]’s complaint indicates that the front page of his contract states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property address. Client must provide written notice to the Company 60 days prior to such cancellation, return any Company owned property.”

The language referred to by Mr. [redacted] above is found in Section 3 of his Agreement which clearly states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property address. Client must provide written notice to the Company 60 days prior to such cancellation, return any Company owned property. Should the client cancel under the above stated terms, the early termination fee of $749.00 shall be immediately due and payable to the company.”

Upon receipt of your letter, Guardian contacted Mr. [redacted] to review the above terms of his Agreement. Mr. [redacted] stated he is aware of the sentence outlining the early termination fee however the [redacted] sales representative indicated the early termination fee would be waived due to Mr. [redacted]’s frequent moves. Guardian’s representative reviewed the terms of Mr. [redacted]’s Agreement and advised nothing was noted to indicate the agreement to waive the early termination fee. Mr. [redacted] stated that he possessed documentation confirming the sales representative’s promise. Guardian requested that Mr. [redacted] forward a copy of that document to Guardian to review. To date, Guardian has not received any paperwork from Mr. [redacted], nor has Mr. [redacted] responded to additional voicemail messages left for him.

Guardian has provided a copy of Mr. [redacted]’s complaint to [redacted] as the contract holder. Respectfully, [redacted] is unable to accommodate Mr. [redacted]’s request to cancel without payment of an early termination fee. The primary foundation for the initial term period as defined in the Agreement is to allow [redacted] the opportunity to recoup its investment made in the monitored premises. [redacted] has not been provided the opportunity to recover the investment made in Mr. [redacted]’s former residence and therefore cannot simply cancel the account. Should Mr. [redacted] wish to cancel his account, he may do so by remitting payment of the early termination fee designated by the terms of his Agreement. Alternatively, Mr. [redacted] may remit timely monthly payments until such time that he is eligible to cancel his account.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Review: Slimy people to deal with from start to finish. I got one indoor and 3 outdoor cameras. Motion sensor does not work on any of them. Tech came out and basically explained the motion activation is junk on these cameras. He assisted me with the settings and he was right the motion does not work. I called guardian and told them I was not paying for the cameras and they needed to pick them up. They said we don't take them back after installed. I said I don't pay 1k for cameras that don't work. I have called several times and zero customer service on this. Luckily I have not paid for the cameras or I would be out of luck.

Business

Response:

September 13, 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 Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and facilitate resolution of his concerns. Mr. [redacted] has expressed dissatisfaction with the camera system installed in his home. Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that call, Guardian explained that the cameras can be programmed for motion activation via alarm.com however Guardian does not support this feature. Guardian’s representative explained that Guardian does not recommend motion activation for outdoor cameras as any small movement (i.e. a moving vehicle, a flag blowing in the wind, a bird flying by, etc.) will activate the recorder. Because Mr. [redacted] has limited video storage, the motion feature will quickly fill Mr. [redacted]’s storage capacity. Guardian’s representative further explained to Mr. [redacted] that the cameras are not “junk”; the cameras are very sensitive and programming the motion sensors can be complex. Guardian’s representative offered to send a technician at no charge to assist Mr. [redacted] in programming the motion feature and to conduct a motion test to ensure it is programmed to suit Mr. [redacted]’s needs. Should Mr. [redacted] be dissatisfied with the results of the onsite service appointment, Guardian’s representative offered to cancel the camera portion of Mr. [redacted]’s Agreement. Mr. [redacted] inquired if the outdoor cameras were to be removed if a large hole would remain in the residential siding. Guardian’s representative explained that could not be determined without being onsite and further explained that Guardian would not be responsible for repairing any such holes. Mr. [redacted] acknowledged his understanding and scheduled onsite service to take place on September 9, 2016. Onsite service was conducted as scheduled on September 9, 2016 at which time the technician adjusted the camera settings to better detect motion outside the home. While onsite, the technician presented an upgraded option which would provide Mr. [redacted] the capability to record and store video footage via an internet connection. Guardian’s technician quoted the Stream Video Recorder (SVR) device at a cost of $399. Mr. [redacted] expressed interest in the device and, as such, Guardian’s technician will order the equipment and return to Mr. [redacted]’s home to install the device at his earliest convenience. 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 Customer Service Department

Review: I sign a contract for five years with this company and after loosing my job I was not able to pay the monthly fee. After three month they send me to collection without giving me a notice. When I call to pay the bill they sent which was only for $250.78 the customer service told me they couldn't speak to me because I was already in collection. I call collection and they told I had to pay a total of $2,460 to cancel the service which means I have to pay for the whole contract anyways. I understand there's always a cancellation fee for any service you need to cancel but to pay for the whole contract is insane.Desired Settlement: No pay for the whole contract which I will not be using.

Business

Response:

August 2, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian greatly values the opportunity to provide response and address Ms. [redacted]’ concerns. For background, Ms. [redacted]’ initial transaction with Guardian occurred on February 21, 2015, at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically outlines the sixty (60) month initial term. Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. Ms. [redacted]’ letter asserts that she did not receive notice from Guardian about her account status before her account was forwarded to an outside agency for collection efforts. Upon receipt of your letter, Guardian carefully reviewed its records and has respectfully determined that Ms. [redacted]’ assertions are false. Our records clearly indicate that Guardian made numerous attempts to contact Ms. [redacted] via telephone and/or written correspondence. Unfortunately, Guardian did not receive return contact from Ms. [redacted] in response to the messages left for her. Upon notification of Ms. [redacted]’ complaint, Guardian reached out to Ms. [redacted] via email and offered to accept the amount of $1,008.78 ($250.78 current balance due + $750 early termination fee) to cancel the account. This offer is extended until close of business on August 12, 2016 after which it will be rescinded. Alternatively, Ms. [redacted] may remit the balance currently due on the account ($250.78) plus any applicable collection fees to reinstate her account and continue receiving 24-hour monitoring services. Ms. [redacted] may then continue to remit timely monthly payments until such time that she is eligible to cancel her account. Guardian believes the above offers to be fair and reasonable and remains hopeful Ms. [redacted] will concur. Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely, Sharon G[redacted], Credit Manager Credit & Collections Department