Guardian Protection Services Inc

Review: The salesman conned my wife into thinking she was getting a free security system. My wife does not speak english well. We are now moving back to Colombia, South America. The people moving into the house are not interested in using this system nor can they afford too. Guardian is telling me I have to pay an early termination fee of $2808.47 which is the remainder of my supposed contract. I never would have signed a 5 year contract for anything and now they want to punish me further by charging these ridiculous fees. Desired Settlement: I should not have to pay such exorbitant fees just to move out of the country. Guardian is being unfair and ridiculous. There should be no fees for having to move unexpectedly to an area where the service is not offered.

Review: I cancelled my service with Guardian back in April 2015 and paid the final bill. Last month I received a bill for $1.00 so I called in they said it was a mistake and credited my account since the account is closed. However, this month I received another bill for $16.36; again this is incorrect since the account is closed. I can't even login to the account to make my complainant because my account has been closed for months How is it that i'm still receiving bills if my account no longer exist. I have my final bill showing zero balance along with the individual I spoke with last month stating that my account is closed, he sent me an email. If I try to call in I would need to remember my security code information from months ago, so this is not possible. I no longer live at the address in which the system was located the home has been sold and a new family lives there. I would like an actual letter from Guardian indicating that my account is closed, I do not owe $16.36 and whatever is generating these errors have been cleared so I don't have to try and fix this every month.Desired Settlement: I would like an actual letter from Guardian indicating that my account is closed, I do not owe $16.36 and whatever is generating these errors have been cleared so I don't have to try and fix this every month.

Business

Response:

August 26, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address Ms. [redacted]’ concerns.

Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’ account. In a good faith effort to bring swift resolution to this matter, Guardian has waived the balance due pursuant to Ms. [redacted]’ request. Additionally, please allow this letter to confirm that Ms. [redacted] has been cancelled and she will receive no further billing statements from Guardian. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.

Thank you for allowing Guardian the opportunity to clarify this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted]

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: We purchased a new home 13 months ago and selected Guardian as a provider for service. We are now being transferred by my husbands company and want to cancel service. I feel Guardian's business practices are deceptive. My husband was told the contract was for a year by the local representative. We are now being told we have signed a contract for 5 years. When my husband spoke to the rep locally in 2013 he was told this was a year commitment for service. The customer service representative today [redacted] stated we had to pay for the 5 years. The customer service representative has 3 options, pay out in a lump sum which they will discount, transfer service to someone else for the duration of the contract or continue service at a new place. These options are not acceptable.Desired Settlement: I want discontinue service and owing any money to Guardian as of today August 4th 2014.

Business

Response:

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

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 Mr. and Ms. [redacted] in January 2013 to discuss their low voltage wiring needs. During that meeting Guardian also presented additional products and services available for their 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, Mr. and Ms. [redacted] decided to engage Guardian to install a monitored electronic security system in their new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on January 15, 2013, which clearly designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

Mr. [redacted] also provided his written acknowledgement via Guardian’s Notice of Cancellation form that he received three (3) full business days to review his Agreement and contemplate his transaction and cancel it within that timeframe with no obligation whatsoever. Because Mr. [redacted] did not cancel his transaction, Guardian proceeded to fulfill its obligations as set forth in the Agreement and incurred significant expenses to do so.

On August 4, 2014, Ms. [redacted] informed Guardian that the [redacted]s would be moving from the premises. In an effort to assist Ms. [redacted] in fulfilling the obligations under the initial term of the Agreement, Guardian offered to relocate the system to the [redacted]s’ new residence. Guardian also offered to transfer the balance of the initial term to a friend or family member which would relieve the [redacted]s from further obligation. Finally, Guardian offered to discount the early termination fee by 50% in a genuine effort to assist the [redacted]s. Ms. [redacted] declined all offers presented by Guardian. Guardian received Ms. [redacted]’s complaint shortly thereafter.

Respectfully, at no time has Guardian engaged in “deceptive” business practices as asserted in Ms. [redacted]’s complaint. Guardian has, at all times, conducted business in compliance with all laws and regulations.

Please understand that the [redacted]s’ relocation from the premises does not alter the legal obligations pursuant to the terms of their Agreement. Section 5 of Mr. [redacted]’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.” Notwithstanding, upon receipt of your letter Guardian contacted Ms. [redacted] to discuss her concerns directly. While Guardian maintains its legal right to enforce the terms of the Agreement, in this instance and as a show of good faith Guardian agreed to accept Ms. [redacted]’s cancellation request. Ms. [redacted] has expressed her complete satisfaction with this resolution.

Thank you informing Guardian of this matter and allowing Guardian the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

[redacted], Director

Account Management Department

Review: I had an account with Guardian from June 2013 -june 2014. On June 25 2014 my house was struck by lightning and burned down. I notified Guardian services by filling out the appropriate form they sent me and the account was cancelled. The house took a year to rebuild, I never resided in the house afterwards afterwards as I had been re-stationed to [redacted].

-Account was up to date and current as of June 2014

-There were no services provided by Guardian since June 2014 because there was no house to have services for.

-There was NO equipment installed after june 2014.

I had informed Guardian of this and service was cancelled and no contact was made afterwards by mail, phone or email. Although my address changed, they still had contacted me by email previously, but no email contact was made regarding them attempting to collect charges for services that were not rendered until I was contacted by a collection service.Desired Settlement: Remove "debt" for services that were not provided and removed from collection agency.

Business

Response:

April 12, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian sincerely regrets that Mr. [redacted] experienced such a traumatic event resulting in the loss of his home.

Upon receipt of your letter, Guardian contacted Mr. [redacted] in an earnest effort to assist him. During that conversation, Mr. [redacted] explained that he relocated from the monitored premises while the home was being rebuilt. Mr. [redacted] further explained that he lives in a rental home and is unable to transfer services.

The terms of Mr. [redacted]’s Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated May 3, 2013 allows for cancellation of the account prior to the end of the initial term by remitting payment of an early termination fee. That amount is designated to be $814.67. However in a genuine effort to bring this matter to swift resolution, Guardian will agree to accept a 50% reduction of the early termination fee in the amount of $400.00 which will allow Guardian the opportunity recover some but not all of its costs expended in Mr. [redacted]’s account. Guardian has spoken with Mr. [redacted] who has accepted the offer of a reduced early termination fee. Mr. [redacted] remitted this amount on April 11, 2016. Accordingly, Mr. [redacted]’s account will be cancelled and he will receive no further billing statements from Guardian.

On behalf of Guardian, I would like to extend my best wishes to Mr. [redacted] and thank him for being a valued Guardian customer. Should he desire security services in the future, it is our hope that he will consider using our firm.

Thank you for allowing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Review: I had Guardian installed in a townhouse that was under construction. I met with Guardian representative who I do not remember explaining the 60 month contract. He was too busy selling all of the upgrades, of which I was not interested. I also had my mother accompany me to this meeting. I was not aware of the 60 month contract until I tried to cancel the security services. At activation, the service man had no idea how to set alarm with cell phone, and gave me the instructions to do it myself. Well that did not work correctly from day one. I called the alarm system assistance number a few times, who told me what to do, and each time it did not work, and then she wanted to me to arrange for a service call to my home and charge me for the service call. I did not, as I was disgusted. I have since sold townhouse, and received a certified letter stating service was canceled, and then received a paper bill in mail with a $1.00 service charge for paper billing. This is the worse company to deal with. Throughout this process and upon leaving messages, there is a 2 day wait to receive a return call. Guardian wants me transfer service to a new location or have the new buyers sign on and have service transferred to them. Someone from Guardian contacted the buyers, but I was told that since there was no record of this in my file, that my contract could not be canceled. I will never ever have Guardian services again. What they promise and the reality are definitely different. I don't feel as though I should be responsible for balance of contract, and paying for something I was unaware of. Today, I called and asked a customer agent the balance on account and she gave me the wrong amount, until I questioned where that number came from. All phone calls to this company take way too much time to reach a live person.Desired Settlement: Contract canceled.

Business

Response:

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

For background, please note that Ms. [redacted] originally met with Guardian in May 2012 to review products and services that were available for her new home, which was under construction at the time. Guardian presented various products and services for her consideration, after which Ms. [redacted] decided to engage Guardian to install electronic security hardware in her new home and provide 24-hour security monitoring services. In order to memorialize the specifics of her transaction with Guardian, Ms. [redacted] executed a Residential Monitoring Agreement (“Agreement”) on May 16, 2012. The initial term of the Agreement was clearly designated as 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.

Additionally, during the sales process Ms. [redacted] was provided with three (3) business days to review and consider the transaction to which she was entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Ms. [redacted]’s written acknowledgment in the Notice of Cancellation form which is a separate document. When Ms. [redacted] did not cancel her transaction, Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating her system and 24-hour monitoring services. Ms. [redacted]’s system was installed and activated on September 11, 2012.

Ms. [redacted]’s letter expresses dissatisfaction related to the use of her cell phone to activate/deactivate her alarm system and further expresses that a “number” of calls to Guardian for assistance did not resolve the issue. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account including a review of all telephone conversations. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Our records indicate Ms. [redacted] contacted Guardian on November 29, 2012 to inquire which application should be downloaded to enable her to activate and/or deactivate her security system through her cellular telephone. Guardian’s representative assisted Ms. [redacted] by providing that information to her. Subsequent to November 29, 2012, Guardian received no further requests for technical assistance from Ms. [redacted] related to any aspect of her security system.

Guardian received no further contact from Ms. [redacted] until July 2, 2014 at which time she informed Guardian that she was moving from the monitored premises. Guardian’s representative informed Ms. [redacted] that the initial term of her Agreement had not yet been satisfied and in order to terminate her Agreement prior to the end of its initial term, payment of an early termination fee was required. In an effort to assist Ms. [redacted] in fulfilling her obligations under the Agreement, Guardian offered to transfer her services to her new residence under a new Agreement. Guardian also explained that should the purchaser of her home elect to activate monitoring services under a new Agreement, Ms. [redacted]’s Agreement would be satisfied.

On September 11, 2014, Ms. [redacted] informed Guardian that she did not wish to relocate services to her new residence. Ms. [redacted] further requested that Guardian contact the new homeowners to determine if they wished to activate monitoring services under a new agreement. Guardian made several attempts to contact the new homeowners through their real estate agent, however to date Guardian has not received a return call from any party.

Guardian spoke with Ms. [redacted] on October 16, 2014 and informed her of the status of her account as well as the early termination fee required to cancel her account prior to the end of the initial term. Guardian received the subject complaint shortly thereafter.

Ms. [redacted] has expressed, “I don’t feel as though I should be responsible for balance of contract” due to her relocation. It is important to note that Ms. [redacted]’s relocation from the monitored premises did not alter her legal obligation pursuant to the terms of her Agreement. Ms. [redacted]’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.”

Upon receipt of your letter, Guardian contacted Ms. [redacted] directly to facilitate resolution of her concerns. Notwithstanding the above, in a good faith effort to assist Ms. [redacted], Guardian offered to accept a reduced early termination fee and further offered to accept that amount in monthly installments until the balance is paid in full. Ms. [redacted] accepted Guardian’s offer and agreed to remit the early termination fee in monthly installments. Upon Guardian’s receipt of the final installment payment, Ms. [redacted]’s account will be cancelled and her obligations under the Agreement will end.

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

Sincerely,

[redacted], Director

Account Management Department

Consumer

Response:

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

Review: On 12-22-11 we had a salesman from Guardian Protection Company come to our home on a house to house prowl offering a 1 year home alarm system (he sais). This did not interest me until he pulled out a neckless to wear (as I had had a stroke, my vision blurry, and no balance because my left side useless). The neckless was supposed to, if I fell,I could push the button and let someone know I fell. As I was shakey and it was a year to try and then renew or not I signed for it. As noted, my vision was still blurry and he did not only have a large print contract. I have never had a salesman actually misrepresent a product before.The alarm included a smoke detector that constantly was going off over cooking, The alarm part of it I turned on one day for a half hour before turning it off because I was afraid of more false alarms.At the end of the year I called to remind them the year was up and was told I had signed a 5 year contract. I unplugged the power supply for the thing. A year later I was told I was not required to pay for something I was not using and they had a Revdex.com rating. I sent a certified letter of cancellation signed by[redacted](?) on 12-16-13. Reason for canceling, non use and internet research revealed Guardian will NOT cancel after 5 years and letter to not renew but renew the account anyway.Desired Settlement: Just make them stop pretending they are monitoring, after they send me letters the system is not working. I am tired of bills and collection demands for non use.

Business

Response:

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]’s account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Given the nature of Mr. [redacted]’s assertions regarding his sales transaction with [redacted], Guardian will accommodate his request to cancel his account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Mr. [redacted]’s system. Additionally, please note that upon cancellation of the account Mr. [redacted] will receive no further billing statements from Guardian. Guardian is a premier security services provider and apologizes for any inconvenience.

Thank you for advising Guardian of this issue. Should you have any questions regarding this matter, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Division

Consumer

Response:

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

Review: In January of 2015, I sat down with a salesman from Guardian Protection Services to discuss placement of cable and phone lines for a new home, because Guardian had a business agreement with our builders. The salesman went through our options and told us about different products that were not part of the business agreement, but could benefit us. The salesman went into details about features of our choices but did not go into such detail about the contract, which was very misleading. I was not made aware of billing that was automatic, a locked contract for 5 years, or astronomical termination fees.

I decided to pay for the Guardian services out of pocket, a down payment and the remaining balance to be paid later, for what we thought was installation of the products, instead of rolling it into our mortgage. After the house was built Guardian contacted me for activation, September 2015. After agreeing to the appointment date I contacted Guardian to cancel the appointment telling them that we would like to call and activate the system when we were ready. The employee basically said ok and hung up. One or two days prior to the cancelled activation appointment another employee called to remind me of the appointment date. I told the employee I had called a week or two prior to cancel the appointment because we were not ready to activate at that time. Again, this employee said ok and hung up.

When we called to settle our balance for installation (about $1475) we were given a balance that was about 150-200 dollars more than we expected. When we inquired about the balance, this is when they told us about billing 45 days after installation and the 5 year contract. I was angered and confused because I would not agree to lock into anything for 5 years besides a mortgage and car payment. I asked why didn’t the 2 employees I talked to about cancelling the activation appointment tell me about being billed whether I had the service or not, employee said I am not sure because everyone knows this is part of the contract.

Since December we have tried to pay our installation fees to Guardian Protection Service on more than one occasion. We have talked to our original sales agent and asked why didn't he tell us about the 5 year term and cancellation fees, his response was “Our meeting was so long ago, I can’t actually tell you what I discussed and what I didn’t.” He also said that he would call me back to see if he could help me further, it has been months, I have not received the call. I have talked to more than one agent trying to pay my remaining installation balance, I have informed them that I am not interested in security services. They have passed me along from representative to representative, sometimes letting me think I am talking to a supervisor and then in the next conversation letting me know, I have not spoken to one.

I am disheartened; this company has lost all trust from me. The sales person I now feel was misleading, focusing on the products and not the terms that had risks and the many agents I have talked to on the phone would pass me on from person to person.

Guardian Protection Services continues to bill me for a service I am not receiving and have not been interested in settling in a civil manner. Finally, with how Guardian goes about their business of misleading customers, poor customer service and billing issues, how do they think we could ever be satisfied with their products or their company in the future? I am a deeply dissatisfied customer and would like to go our separate ways.Desired Settlement: I would like to pay the remaining installation balance $1475 and be released from the terms of the contract (that was not focused on during initial meeting) and go our separate ways.

Business

Response:

March 10, 2016

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 assist in facilitating resolution of his concerns.

For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in January 2015 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his 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, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on January 16, 2015, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

At the time of sale, Mr. [redacted] had three (3) full business days to review, alter or cancel his decisions with respect to any aspect of the transaction with Guardian. Mr. [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 Mr. [redacted] and therefore proceeded to provide and install security equipment.

Mr. [redacted] expressed dissatisfaction in his complaint about receiving billing statements from Guardian prior to the activation of his monitoring services. Please note, Section “B” of Mr. [redacted]’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty five (45) days following the installation of the System. Billing therefore commenced on October 28, 2015 pursuant to the terms of the Agreement.

Mr. [redacted] has offered to remit the sum of $1,475 in exchange for cancellation of his account. Respectfully, Guardian incurred significant expense by providing and installing expensive electronic equipment in Mr. [redacted]’s home. Unfortunately, the sum of $1,475 will not cover Guardian’s expenses.

Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] directly to provide the above explanation. During that conversation, Guardian offered to accept the sum of $2,303.68 to cancel the account. Please note, the sum of $2,303.68 will allow Guardian the opportunity to recover its expenses only. Subsequent to that conversation, Guardian has reached out to Mr. [redacted] several times to finalize a resolution. Guardian has been unable to confirm Mr. [redacted]’s satisfaction with this proposal to date. Please rest assured that Guardian will continue to make every reasonable effort to contact Mr. [redacted] and ensure this matter is resolved to his complete satisfaction.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Guardian apparently subcontracts all of their alarm services out to other companies in our part of the country. I wouldn't mind if they were responsive to issues but when you try to resolve a problem you are told you need to work with the other company.

In other words, as long as they keep getting your money, they have no reason to encourage the other company to provide service to your issues.

We recently moved and it has been over two months since our alarm system has been active. We have been extremely patient through the process. We have had an installation technician out to our home more than four times in the last month. Each time he needs one more thing to complete the installation and all the while Guardian is charging us to monitor our alarm that isn't even active. We have tried to work with them to just get our account put on hold until the new system is up but they are unwilling to even do that. When we call, they apologize and insist they will call back but they don't. When you try to track them down, you get told you need to work with the subcontractor. So incredibly frustrating! We can not wait until our contract is up and will never recommend anyone work with them or their subcontractors for alarm services!

Review: We signed up for Guardian Protection services in 2013. Since that time I have been divorced and forced to sell the home we owned. I am now renting a small house and can no longer afford the Guardian services. I notified them at the time I moved that the services were to be discontinued. I was notified several times by the company with attempts to have my service switched but I can not afford the $500 I was quoted for new equipement at my new appartment as I am now a single mother living on 1 income. As humilitaing as my situation is I explained this three times on the phone with their representatives and 3 times I was told they would speak with their managers to see what they could do to help me, and was promised a call back. I never recieved a call back trying to resolve my situation only more calls trying to collect payment. I can barely make end meet let alone pay for service I do not have. I am willing to try to negotiate something but Guardian is totally unwilling to negotiate the terms of my contract, they just keep billing for services that are not being provided. Now they have turned me into a collection agency instead of calling me back as promised.Desired Settlement: Resolution with the company cancellation of my contract due to a change in my life situation.

Business

Response:

April 29, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and facilitate resolution of Ms. [redacted]’ concerns.

For background, Ms. [redacted]’ initial transaction with Guardian occurred on October 12, 2012 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 clearly designated as a period of thirty-six (36) months.

On September 16, 2014 with fourteen (14) months left in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had moved from the monitored premises and wished to transfer services to her new home located at [redacted]. Guardian’s representative explained to Ms. [redacted] that Guardian could install a base package in her new home at no charge in exchange for a new sixty (60) month agreement, with five (5) additional contacts at a discounted price of $35/each (a total installation cost of $175.

Guardian contacted Ms. [redacted] on September 23, 2014 to follow up regarding relocation of her monitoring services. Ms. [redacted] explained that her family was in the midst of unpacking and settling into the new home, and further asked if Guardian could contact her later in the week to discuss her options.

As requested, Guardian reached out to Ms. [redacted] several times during the following week and reached Ms. [redacted] on October 8, 2014. During that conversation, Ms. [redacted] stated that the purchase of her home “fell through” and that she needed time to find a new residence. In a genuine effort to assist her, Guardian’s representative offered to place Ms. [redacted]’ account in an inactive status for a period of three (3) months to allow her the opportunity to find a new home.

On February 3, 2015, Guardian spoke with Ms. [redacted] regarding the status of her account. At that time, Ms. [redacted] stated that her account had been cancelled as she had moved from the monitored premises. Guardian’s representative explained that nine (9) months remained in the initial term of Ms. [redacted]’ Agreement. In an effort to assist Ms. [redacted] in fulfilling her obligation under the Agreement, Guardian’s representative reiterated the previous offer to transfer monitoring services to Ms. [redacted]’ new home. Guardian’s representative also explained that the new homeowner or tenant could activate services in their name which would relieve Ms. [redacted] from her remaining obligation. Finally, Guardian’s representative explained that in order to cancel the account at the present time, an early termination fee is required. Ms. [redacted] stated that her husband had lost his job and disputed the information provided to her. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Guardian explained that it had not recovered the investment made in her previous home and was therefore not in a position to simply cancel her account without further payment. In a good faith effort to bring swift resolution to this matter, Guardian offered to accept a 35% reduction to Ms. [redacted]’ early termination fee in order to cancel her account immediately. Ms. [redacted] accepted Guardian’s proposal. As such, upon receipt of Ms. [redacted]’s early termination fee and written confirmation of her cancellation request, Guardian will terminate her account and all obligation under the Agreement will cease.

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

Sincerely,

[redacted] Director

Account Management Department

Review: When our contract was offered we were given an option for fire monitoring. This was never installed or included in our final deal. Issue was ignored, never resolved.The company starting collecting payment for monitoring a house that was not even built yet. Never resolved this issue.We paid for speaker and tv mount wiring. The wiring was misplaced, had to be moved and unfinished wires were hidden in the wall when we were specifically told finished, usable wires with plugs on the end were to be included. Still not yet resolved.Desired Settlement: I would like an account credit for the months billed in error. I would like fire monitoring equipment installed and added to our monitoring. I would like the wiring to be fixed and corrected immediately as I have had to delay the installation of my tv because of this.Further and most important I would like a written apology from the company headquarters regarding all the strife they have cause my family and I. This is the worst service imaginable.

Business

Response:

Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Ms. [redacted]’s concerns.

For background, please note that Mr. and Ms. [redacted] originally met with Guardian in July 2012 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Ms. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on July 26, 2012.

After their engagement of Guardian’s services, Mr. and Ms. [redacted] received three (3) full business days to review and consider the transaction to which they were entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. [redacted]’s written acknowledgment in the Notice of Cancellation form which is a separate document. Mr. and Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating their system and 24-hour monitoring services. The [redacted]s’ account was activated on March 4, 2013.

Ms. [redacted] expressed dissatisfaction in her complaint about receiving billing statements from Guardian prior to the activation of her monitoring services. Respectfully, Guardian incurred significant expense (equipment and labor expenses) to provide and install Ms. [redacted]’s system as specified in her Agreement. Section “B” of Ms. [redacted]’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty five (45) days following the installation of the System. Billing therefore commenced pursuant to the terms of the Agreement. Upon activation of Mr. and Ms. [redacted]’s monitoring services in March 2013, the balance due on the [redacted]s’ account was waived and billing began anew. Guardian apologizes for any confusion related to the billing of Mr. and Ms. [redacted]’s account.

Ms. [redacted]’s letter also expresses discontent that fire protection was not provided at the time of sale. Upon receipt of Ms. [redacted]’s letter, Guardian conducted a thorough review of the account and associated sales paperwork and respectfully finds no indication of the [redacted]s’ desire to purchase fire protection. Notwithstanding, Guardian would be pleased to provide and install one (1) wireless smoke detector in Mr. and Ms. [redacted]’s home at no charge to them in order to resolve their concerns. Mr. or Ms. [redacted] may contact me directly at their convenience to schedule a service appointment to install the smoke detector at no charge to them.

Finally, Guardian has reviewed Mr. and Ms. [redacted]’s account in relation to Ms. [redacted]’s concerns regarding the low voltage wiring. Our records indicate a service appointment was conducted on June 7, 2013 at no charge to the [redacted]s at which time the low voltage wiring was completed. Guardian apologizes for the delay in resolving this issue.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: On January 14th, 2015 at 06:25 a.m., my home security alarm sounded. I ensured my son was in a safe location, retrieved my firearm and proceeded to check my home. The Guardian representative came over the intercom system, but the communication was garble and barely intelligible. I requested to know which sensor set off the alarm, I could not understand his response, he requested my password, which I provided, he terminated the conversation. I had not yet sweept my house to ensure it was safe, and he just hung up. I had no idea if the authorities were on their way, if Guardian would call me back, and I was scared. My son was scared to death too. Guardian had called my cell phone during all of this, and I had missed the call. I called them back, they clarified which sensor set off the alarm, I asked if they had notified the authorities, which they had not and we ended the call.I called customer customer service to ask if this was the appropriate protocal. Because I had disarmed the alarm at the panel, after comm was disconnected, after I missed 2 calls from the service department, they considered this an all clear and disregarded the alarm. While trying to determine the series of events, I requested a status of my contract. 2 representative lied to me 3 times regarding the term of my contract, stating 5 years, rather the the actual 3 year obligation.Desired Settlement: 1. Internal review of the transcript from 14 January 2015. Was protocal followed? Corrective action plan. Inform customer of the results, in writing.2. Equipment review is underway. Provide customer, in writing, the results of the equipment review, root cause and failure and corrective action.3. Review communications with customer service and customer on 14, 15, and 23 January. Was protocal followed? Contract clarification POC? Where are CS reps getting contract info? Lessons learned?

Business

Response:

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 assist in facilitating resolution.

Ms. [redacted]’s letter expresses dissatisfaction related to Guardian’s response to a burglary alarm signal received from her home. Guardian has conducted a thorough analysis of the event in question and offers the following information.

On January 14, 2015 at 6:28:03am, Guardian received an alarm from Ms. [redacted]’s residence indicating an activation of Zone 4, the Kitchen Glass Break sensor. Less than one second later at 6:28:04am, Guardian contacted Ms. [redacted]’s premises through her Voice Link intercom system in an attempt to verify the condition pursuant to industry protocol and FARA (False Alarm Reduction Association) standards. A female voice responded through the Voice Link intercom system however the communication was unclear and Guardian’s operator was unable confirm the status of the alarm condition. As such, Guardian disconnected from the Voice Link intercom system and dialed Ms. [redacted] at her designated telephone number for the premises at 6:29:04am. Guardian was unable to reach Ms. [redacted] or a designated contact at this telephone number and a voicemail message was left. Guardian then dialed Ms. [redacted] at the second number designated by Ms. [redacted] as an emergency contact. While Guardian’s operator was dialing this number, a signal was received at 6:30:03 which indicated the alarm had been cancelled by a designated user at the keypad by entering the disarm code. Because the disable signal had been received prior to dispatch of the authorities, Guardian cleared the event and no further action was taken. The entire sequence above took place within two (2) minutes of receiving the initial burglary alarm signal.

Upon receipt of Ms. [redacted]’s complaint, Guardian’s Central Station Manager conducted a thorough analysis of Ms. [redacted]’s account, including Guardian’s response to the alarm event in question and the corresponding Voice Link and telephone interactions during the event. (Please note, due to the nature of Guardian’s business all customer telephone calls and interactions are recorded.) After thorough analysis of the account, it was determined that Guardian’s response to this signal was not only consistent with Ms. [redacted]’s best interests and life safety in mind, but also consistent with security industry standards and response protocol established for that signal type.

A review the Voice Link interaction revealed that Guardian’s operator made initial contact with Ms. [redacted]’s residence and inquired if everything was ok. A female voice responded to the operator’s inquiry, however the only word which was clearly understood was, “ya.” Guardian’s operator did not consider this response as confirmation that the event was a false alarm as the remainder of the communication was unclear. The Voice Link conversation was ended after several attempts to communicate were unsuccessful. Guardian’s operator then attempted to reach Ms. [redacted] at the premises telephone number and a voicemail message was left. While Guardian’s operator was attempting to contact Ms. [redacted]’s at an alternate telephone number, the signal was received which indicated the alarm had been cancelled at the keypad. As a result, the alarm was cleared with no further action.

Upon receipt of the complaint, Guardian reached out to Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian explained alarm response protocol and the findings of the Central Station Manager. After discussing the procedures, Ms. [redacted] expressed that she has a better understanding of the situation and will adjust the way she disarms and handles alarm situations to ensure she is connected accordingly with a central station operator over the Voice Link system. Ms. [redacted] also indicated she will no longer disarm the system during an alarm event until she has cleared the home for safety. Guardian’s representative apologized for any confusion related to the alarm response. Guardian’s representative also indicated the procedure can be amended on Ms. [redacted]’s account to dispatch the proper authorities any time Guardian is unable to confirm a password regardless of receipt of any cancel signals from the keypad.

Guardian also reviewed with Ms. [redacted] the connectivity issues with the Voice Link intercom system. Guardian confirmed that onsite service had been conducted on January 23, 2015 to inspect and repair Ms. [redacted]’s Voice Link connection. Said service was conducted at no charge to Ms. [redacted]. During said appointment, Guardian’s technician moved the Voice Link antenna to achieve better reception and testing confirmed all transmissions to be clear.

Finally, Guardian reviewed with Ms. [redacted] the initial term of her Agreement and confirmed it to be thirty-six (36) months. Ms. [redacted] expressed frustration that several Guardian agents had provided her with conflicting information related to the length of the initial term. Guardian’s representative apologized to Ms. [redacted] for any confusion and expressed that Guardian would utilize this situation as an opportunity to coach agents to avoid such mistakes in the future. Ms. [redacted] expressed her gratitude for the opportunity to review the situation and her appreciation that Guardian is addressing these matters internally.

Again, Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and is appreciative of the opportunity to regain her trust in the services we provide.

Thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: In January 2015, I contacted Guardian to ask about moving my alarm system from my primary residence to my rental property. I was told that the contract for the primary residence would be up in November and it didn't make sense to move the service, so I initiated new service. Information was misrepresented over the phone to bait the customer into new service.

I called to day to stop the monthly payments and make sure the service would be stopped in my primary residence and I was told I had a remaining 33 months under contract. THIS IS NOT what I was told when setting up the service. I started with Guardian in November 2011 with a 5 year contract, which technically will be up in November 2016. When I moved my service in April 2013 and again in October 2013, I was told it would only extend the contract a few months. I was not told it would start a NEW CONTRACT from scratch. This is misleading.

When I was told my contract would end in November (I was misled to think it would be November of this year, with that being so close at hand I just thought I would start new service at the rental property, since the overlap in payments would be short lived. Today I am told I have an additional 33 months left to this contract and I believe that is in error. One thing is marketed verbally and the printed word states something different.

Guardian should be more transparent in their marketing and I find this misleading to the point of it being intentional.Desired Settlement: I would like my original contract November 2011, adjusted so that I am done with payments in November 2016 and not August 2018. I would have never started NEW service at my rental property, if I knew it was this long owing on the contract. NOW I HAVE TWO CONTRACTS and I only need one. Their misrepresentation cost me in an additional contract.

Business

Response:

November 24, 2015

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and facilitate resolution of Ms. [redacted]’s concerns.

Upon receipt of your letter, Guardian researched Ms. [redacted]’s account. As a result, Guardian discovered that an error had been made when preparing the paperwork to relocate Ms. [redacted]’s services from one location to another. Guardian immediately reached out to Ms. [redacted] and apologized for the error. In light of the error, Guardian has cancelled the account associated with [redacted], Maryland. Monitoring services at this location will be disabled effective November 21, 2015 per Ms. [redacted]’s request. As such, Ms. [redacted] will receive no further billing statements from Guardian relative to this location. Ms. [redacted] has expressed her satisfaction with this resolution.

Again, Guardian sincerely apologizes to Ms. [redacted] for the error and any inconvenience. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to continue providing security monitoring services at her other locations.

Thank you for the opportunity to resolve 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 find that this resolution is satisfactory to me. Guardian's response is an accurate account of their actions to resolve the matter. Thank you.

Regards,

Review: I'm an active duty service member in the United States [redacted] and my family and I have orders to relocate from [redacted] to [redacted] I contacted Guardian Protection to let them know I would no longer be needing there services effective July 27, 2015. From on or around August 1st a beeping alarm has been going off about every 5-10 minutes. Once I hit disarm and enter my code then it will stop for about 5 hours then it will begin until the code is reentered. On Saturday the 15th after searching for every do it yourself fix I couldn't find the answer so I call the company. I initially spoke with a woman from customer service who I didn't get her name but she told me all I have to do to stop the beeping was to disconnect the battery and unplug the main power. I told her I had already disconnected the battery but there was no plug in the closet where the main box was located. I told her there was a diagram on the inside of the panel box showing cables hard wired into the mother board. She insisted that there was a plug because that's how all the systems are set up. I asked if they could have someone come out to fix it since it wasn't installed the according to how she said it was suppose to. She told me I would have to pay for it since I no longer had service with them. I asked her why would I have to pay for something that wasn't correctly installed in the first place and she told me she understands what I'm saying but there was nothing she could do since I wasn't a customer. We went back and forth for a while so I finally asked if I could speak with her supervisor. Ashley gets on the phone and asks what the issue is so I tell her. She puts me on hold for a brief minute then tells me that typically it's a plug but she spoke with her professionals and even though they're not licensed electricians they told her that if I disconnect the the #1 and #2 from the mother board that would stop the beeping. I asked why they couldn't send a professional out to fix it and install it the way she had told me it should be but she said the same thing that since I'm no longer a customer I would have to pay.Desired Settlement: I would like for the installation to have the the wall plug the way they explained it to me sine they were the ones who installed it. I don't understand why they would half do something then expect some one else to come behind them to fix it.

Business

Response:

August 21, 2015

RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]:

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian realizes and respects the sacrifices made by military personnel and would like to thank Mr. [redacted] for his business as well as his military service to protect our nation.

Mr. [redacted]’s letter expresses dissatisfaction with the cost associated with conducting onsite service at his residence. Guardian’s records indicate Mr. [redacted]’s account was cancelled effective July 31, 2015. On August 15, 2015, Mr. [redacted] contacted Guardian for technical assistance and requested an onsite service appointment. As a non-customer, Mr. [redacted]’s request for onsite service was subject to Guardian’s standard service rates.

Notwithstanding the above, upon receipt of your letter Guardian agreed as a courtesy to waive the fees associated with the onsite service call. A technician was dispatched to Mr. [redacted]’s residence on August 20, 2015 at which time the system was powered down at no charge. I believe this should fully resolve Mr. [redacted]’s concerns.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Consumer

Response:

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

Review: I purchased a very expensive in-home Legrand sound system through Guardian Protection Services with my brand new house that I purchased in October of 2015. The sound system has not worked the entire time I have lived here and despite multiple technicians coming and many phone calls on my part, I have yet to receive a working product. Guardian Protection Services is not holding up their end of the contract because they have yet to deliver a working system, but they have been paid for said system despite it never fully being delivered.Desired Settlement: Guardian Protection Services needs to fix the system, so it is functional or give a full refund.

Business

Response:

March 24, 2016

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

Dear Ms. [redacted]:

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns.

Mr. [redacted] expressed dissatisfaction in his letter regarding issues with the music system installed in his home. Guardian sincerely apologizes to Mr. [redacted] for any inconvenience. Subsequent to receipt of the subject complaint, Guardian conducted onsite service at Mr. [redacted]’s residence related to the surround sound system. Upon completion of the service appointment, Guardian believes this matter to now be fully resolved.

Thank you for providing Guardian the opportunity to address Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Review: We have been disputing charges with Guardian for over a year. We used their security alarm service when we lived in Florida. We moved to KS 2 years into the 3 year contract due to job relocation. We reviewed the contract and there was no mention at all about what happens if you move out of state however, they claim you have to pay out the contract. When we disputed with Guardian, they claimed the contract "implied" that we had to pay it out. Contracts are legal docs- they do not 'IMPLY' things- they state it clearly. After multiple requests, Guardian has been unable to produce a document that I signed that said that I had to pay the contract out if we moved out of the house and no longer needed the service. The contract has NO MENTION ANYWHERE of what happens in this situation. I have filed complaints with the Florida Attorney General, the Pennsylvania Attorney General, and now, the Revdex.com. I have heard back from the Florida Attorney General and they are investigating.Desired Settlement: I would like them to close out our obligation to them and waive the last year's fees. We did not have or utilize the service at all during this time- we don't even live in the house where the alarm is.

Business

Response:

December 15, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: S[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.

For background, Mr. [redacted]’s initial transaction with Guardian occurred on February 11, 2013 at which time he executed a Residential Sales and Monitoring 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 and bolded clause which specifically states, “This is a 36 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

In December 2014 with fifteen (15) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises. 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. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian explained that should the new homeowner elect to activate monitoring services under a new Agreement, his Agreement would be satisfied. Guardian also offered to place the account in an inactive status for a period of three (3) months to allow Mr. [redacted] the opportunity to secure new permanent housing. Mr. [redacted] advised he wished to determine if the new homeowners would like to activate service in their name.

Shortly thereafter, Mrs. [redacted] contacted Guardian and disputed the remaining term of Mr. [redacted]’s Agreement, further stating she could locate no language in the Agreement which indicated Mr. [redacted] remained responsible for the remaining term after moving. Guardian’s representative explained that Mr. [redacted] does indeed remain responsible to fulfill the terms of the Agreement. Mrs. [redacted] requested to speak with a manager regarding her concerns. A Guardian supervisor did call as requested and left a voicemail message for Mrs. [redacted].

Guardian received no further contact from Mr. or Mrs. [redacted] until February 2015 at which time Mr. [redacted] advised they had moved into a new home. Mr. [redacted] requested to transfer monitoring services to his new residence for the remaining twelve (12) months of his Agreement. Guardian’s representative explained that in order to transfer services, a minimum Agreement term of thirty-six (36) months is required to offset the upfront costs of relocation. Mr. [redacted] expressed he no longer wished to relocate monitoring services based on the information provided to him.

Subsequent to that conversation, Guardian made several attempts to contact Mr. and/or Mrs. [redacted] to follow up regarding the status of their account. Upon reaching Mr. [redacted] in November 2015, Guardian was advised that Mr. [redacted] felt he was not responsible for any further payment on the account. Guardian received the subject complaint shortly thereafter.

Mr. [redacted]’s complaint cites that Guardian “has been unable to produce” a copy of his contract stating he remains responsible to fulfill the initial term of his Agreement after moving from the monitored premises. Guardian has reviewed his account and respectfully could find no record of Mr. and/or Mrs. [redacted] requesting a copy of their Agreement at any time. Guardian apologizes for any confusion. A copy of Mr. [redacted]’s Agreement is attached to this response for his records. Additionally, please note that the language Mr. [redacted] is requesting is found in Section 5 which states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. Mr. [redacted] informed Guardian that we must speak with Mrs. [redacted] who is unavailable until December 22, 2015.

Ms. [redacted] has requested the cancellation of his account with Guardian. Section 6 of Mr. [redacted]’s Agreement states he may terminate his obligation by remitting an early termination fee which is identified to be “(a) all amounts then due; (b) 20% of the amount due to the Company for the remainder of this Agreement; (c) the Deferred Payment Amount…” The Deferred Payment Amount is defined to be $930 in Section A of Mr. [redacted]’s Agreement. As such, the total early termination fee is $1,218.38 ($270.85 current balance + $17.53 representing 20% of remaining months + $930 Deferred Payment Amount.) However, in a good faith effort to bring swift resolution to this matter, Guardian will agree to accept the current balance of $270.85 as final payment in order to cancel Mr. [redacted]’s account.

Guardian believes the above offer to be fair and reasonable and is hopeful that Mr. and Mrs. [redacted] will concur. This offer shall remain available to Mr. [redacted] until close of business on January 15, 2016 after which it will be rescinded.

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 ###-###-####, ext. [redacted]

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Review: The system does not work if bedroom windows are open, so we either suffer from the heat of summer or are unprotected. That is the choice we have to make with Guardian. When my wife called (shortly after installation) to complain, she told the customer service "gentleman" that we wanted to stop service. He said, and I quote verbatim, "OK. If that's how you want to be about it!" He told my wife to remain on the line while he figured out how much we would owe. When he returned to the phone, he quoted her $1,934.57 to get out of the contract. He explained in a patronizing, condescending voice that we had signed a contract and if we wanted out, we would have to pay in full. Yes, we had. We have been paying $50 a month for several years since. It grates on us every month when the charge is taken out of our account. We're paying for something we can't even use four months out of the year if we want to be able to breathe! The "customer service agent" was most definitely in the wrong job. How could he have thought it appropriate to treat a customer in that manner? Unbelieveable. Unacceptable. Unappreciated. You better believe that 30 days before the contract is up, we will cancel in writing and send the letter registerd mail! Make no mistake, we will never use Guardian Protection again and we will continue to tell all our friends, neighbors, and family of the treatment we received with this sad company. Thank you Revdex.com for giving us an audience!Desired Settlement: A refund would be great, though we're not holding our breath. It would be nice to get a service agent out here to fix the problem of not being able to open our windows. I'm certain that is not asking too much.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s concerns. Guardian values the opportunity to address this matter in hopes of restoring Mr. [redacted]’s confidence in our firm.

For background, please note that Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted], LLC (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction and installation took place directly between [redacted] and Mr. [redacted]. Mr. [redacted]’s system was installed and activated by [redacted] on May 21, 2010.

On October 15, 2012, Mr. [redacted] contacted Guardian and expressed frustration that windows could not be opened while the system was armed. Guardian’s representative provided assistance by explaining to Mr. [redacted] how to bypass the windows so that the system could be armed while the windows remained open. Mr. [redacted] expressed his appreciation for the information. No further communications or concerns were received from Mr. [redacted] until receipt of the subject complaint.

Upon receipt of Mr. [redacted]’s letter, Guardian contacted Mrs. [redacted] to discuss their concerns directly. In a good faith effort to resolve the [redacted]s’ concerns, Guardian’s representative offered to provide and install additional magnets on the subject windows at no charge which would allow the windows to be opened while the system was fully armed. Mrs. [redacted] accepted this offer and scheduled onsite service to install the additional equipment on January 27, 2014.

The onsite service appointment was conducted earlier this morning as scheduled. During that appointment, Guardian’s technician added four (4) magnet/switches to the subject windows and provided the [redacted]s a full demonstration of the use of the system. Prior to departing the residence, the technician fully tested the system and confirmed receipt of all signals in Guardian’s central monitoring station.

Additionally, Guardian is deeply concerned with Mr. [redacted]’s expressed discontentment relating to an interaction with a Guardian customer service representative. Guardian takes great pride in delivering unparalleled service excellence during each and every customer interaction and accepts such criticism in a constructive manner. As a routine course of its business, Guardian records telephone calls to be used for quality assurance measurement and on-going employee coaching and development. Guardian’s research into this matter is continuing. Mr. [redacted] may be assured that should Guardian find the interaction to which he referred in his complaint does not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take the appropriate measures including disciplinary action.

Guardian would like to extend its apology to Mr. and Mrs. [redacted] for any inconvenience. Mr. [redacted]’s feedback is sincerely appreciated.

Thank you for advising Guardian of this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: We recently purchased a model home at [redacted].The builder had used Guardian when it was a model home, but we do not desire the service.3 times a day, the master control unit start beeping 4 times every couple of minutes. It can only be stopped if we manually reset the unit. According to the company, there is no way to stop the beeping and they refuse to service the unit.This is a complete rip off in order to force us to use their service.Desired Settlement: Remove all their equipment from our home so the beeping stops.

Business

Response:

Thank you for forwarding Mr. [redacted]’ complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns.

For background, please note that Mr. [redacted] recently purchased a residence which was previously utilized by a home builder as a model home. Because Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for said home builder, Mr. [redacted]s’ residence was equipped with a number of low-voltage upgrades including a home security system. Subsequent to his purchase of the residence, our records indicate Mr. [redacted] contacted Guardian for assistance with audible alerts which were emanating from the security system. A Guardian representative assisted Mr. [redacted] by providing instructions on how to permanently power down the security system to prevent any further audible alerts. Guardian also offered to send a technician at its customary service rates for onsite technical assistance and /or to activate monitoring services. Mr. [redacted] declined to activate services in his name, however accepted Guardian’s offer to provide on-site service assistance. A Guardian representative reached out to Mr. [redacted] to schedule onsite service and left a voicemail message for him. Mr. [redacted] did not contact Guardian in response to the message. As such, Guardian concluded that Mr. [redacted] he had taken the steps provided to permanently power down the system.

Upon receipt of your letter, Guardian contacted Mr. [redacted] in an effort to assist him. During that conversation, Mr. [redacted] informed Guardian that an electrician had assisted him in silencing the security system and that Guardian’s assistance was no longer needed. Guardian apologizes to Mr. [redacted] for any inconvenience or confusion.

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

Sincerely,

[redacted], Manager

Customer Service Department

BUYER BEWARE!!! I signed up with Guardian after seeing some good reviews and being told I had qualified for a 'free' installation and payments of $42.99/mo. The technician came out, was friendly, and installed everything and left.

We sold the house 6 months later and moved into a home with an existing security system. I called and spoke to a representative named Chris who informed me that I had signed a 5 year agreement. He sent me a copy of the document which they are now doing through docusign. I looked through the document and realized that while I had signed one part of the document to verify that installation was complete, that my initials all over the rest of the document had been forged. I have sent emails, spoken to Chris and another representative named Matt and thought that the contract was being canceled. However, I continue to get calls from the company.

I called again today and spoke to a representative named William. I was told that in order to cancel service that I needed to contact the police, but that even after I do that, that Guardian are not 'signature comparers' and that I am still responsible for a contract that I did not agree to.

At this point I would never do business with this shady company. It shouldn't have taken this much time and energy to cancel a contract that was clearly forged by someone in their employ.

Beware....DO NOT do business with Guardian Protection Services!

Review: I have never entered into a contract with this company. A former tenant did. My name was forged onto the paperwork by the agent for the above company or the tenant. I had never had any contact with the named company until they turned me in for collections. This is the first contact with them. The signature they produced is obviously not mine. They also had my SS# and date of birth. I believe there is fraud and ID theft involved with this company and / or their agent. I have contacted them, got bounced arround and told that they had my signature, which they do not and they hold me responsible. I am taking legal action.Desired Settlement: I want my collection debt they claim I owe dimissed and a retraction on the credit bureus.

Business

Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to respond to Mr. [redacted]’s complaint and resolve any confusion or concern.

A thorough review of this matter revealed that Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly with [redacted]. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.

Pursuant to Mr. [redacted]’s request, Guardian has cancelled his account and discontinued 24-hour monitoring and related services. Mr. [redacted] will receive no further billing statements from Guardian. Further to Mr. [redacted]’s request, Guardian has requested that the third party firm confirm any information that may have been reported to any credit authority and append such information with the fact that the account has been satisfied in full.

Guardian has also provided a copy of Mr. [redacted]’s complaint to [redacted] and requested their prompt attention to resolve any additional concerns. In the meantime, should Mr. [redacted] desire to contact [redacted] directly, they may be reached at: [redacted].

I am hopeful that the above information has assisted to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: In regards to Customer # [redacted] I would like to file a complaint against Guardian Protection Services for home alarm security services. The complaint is in regards to the fees charged when having to relocate due to military orders. I had to pay $195 in June 2015 when I received Permanent Change of Station orders. I was recently re-located again due to a duty position transfer and thus forth will have to pay another $195 to get my alarm system properly operating. I have spoken with the Account Management Team of Guardian many times. The management team has not been able to help. On 12/12/2015 I spoke to a team member named "Will" who was helpful and understanding of the situation and advised me that he would get with his supervisors concerning the incident and we call me back on 12/14/15. I did not receive a call back on 12/14/15 so I called the management team. Linda T[redacted] took my call. Linda was extremely rude and non-considerate of my circumstances. In regards to the $195 fee she made comments such as, "We won't go in the hole for you". I advised her that being with this company has been such a bad experience I would rather pay out my contract of over $1,800. She soon replied, "Do you want me to send you the invoice?" in regards to canceling my contract. Linda gave me the worst customer service since I have been with Guardian starting 8/27/2012.Desired Settlement: My desired outcome is to either have a service technician come to my residence and connect the service without paying the fee or discontinue service breaking the contract without having to pay the total cost of breaking the contract.

Business

Response:

December 17, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

RE: [redacted], Case #[redacted]

Dear [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian realizes and respects the sacrifices made by military personnel and would like to thank [redacted] for his business as well as his military service to protect our nation.

Guardian is deeply concerned with [redacted]’s expressed discontentment relating to an interaction with a Guardian representative. Guardian takes great pride in delivering unparalleled service excellence during each and every customer interaction and accepts such criticism in a constructive manner. As a routine course of its business, Guardian records telephone calls to be used for quality assurance measurement and on-going employee coaching and development. Guardian’s research into this matter is continuing. [redacted] may be assured that should Guardian find the interaction to which he referred in his complaint does not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take appropriate measures including disciplinary action.

Upon receipt of your letter, Guardian contacted [redacted] to review his concerns directly. During that conversation, Guardian’s representative offered to waive the $195 relocation fee and schedule a technician to activate [redacted]’s system at no charge to him in exchange for a new 34-month Agreement. Guardian’s representative further explained that should [redacted] move again in the future, Guardian will offer to relocate his service again and provide a base package at no charge in exchange for execution of a new 60-month Agreement. [redacted] accepted Guardian’s offer and expressed his satisfaction with this resolution.

Thank you for the opportunity to respond to [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted].

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Consumer

Response:

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