Guardian Protection Services Inc

Review: I have had central station monitoring service with Guardian Protection since moving into my first home in [redacted] in 2011. I recently purchased a home that already had another company's security equipment installed and in talking with Guardian, I was told by Michelle that Guardian could do a takeover of the other company's equipment and add any additional equipment I requested such as a wired-in smoke detector, wired-in heat detector, and 2 key fobs. I was told that this would cost me $85 and I would be signing up for a new 4 year contract if I agreed to have the equipment installed and continue with central station monitoring through Guardian Protection. I agreed and signed the necessary paperwork and was informed that a third party installation company would be installing the new equipment and taking over the existing system. The installer came out on Friday, July 24th and initially told me the heat detector that I had requested had not come in, and that he would have to return at a later date to install it. After 5 hours at my home, the installer determined that one of the pieces of equipment (the [redacted] module which is a remote that communicates the signals from my control panel directly to Guardian central station monitoring) was defective and that a new one would have to be ordered. Because of this, my installation was not completed and my alarm system was unable to be activated. I received 3 different stories about receiving the new module: 1) That the 3rd party installer would order it and call me when they received it to get me back on the schedule to complete the installation; 2) That Guardian Protection had ordered the parts and were having them shipped directly to my home, and that I was to contact the installation company upon receipt; and 3) that the installer would bring the necessary equipment with him once I was back on the schedule. I was contacted by the 3rd party group and told that the only day and time the installer could return to finish the job would be on Thursday, August 6th at noon. I told them that I work full time and that I was unable to rearrange my schedule to be there, and I was told that the installer did not have any other availability until mid-September. Fed up with having lived in my home for 21 days with no security service and getting the runaround from both companies, I contacted Guardian and asked to cancel my service. I spoke with Emily on the Customer Loyalty Team and she informed me that because some equipment had already been installed in my house, that I was now locked into the new 4 year contract despite not being up and running and having no monitoring service. She confirmed this with her supervisor Matt who was on his way to a meeting. I asked how much it would cost for me to opt out of the contract, and I was told I was on the hook for the full price of the 4 year contract, which is approximately $2400 ($49.95/month x 48 months). I expressed how unhappy I was and how I did not feel this was fair and asked her to have her supervisor call me back. Matt did call me back and while he was apologetic, he provided me with the same information. I asked him if the equipment could be uninstalled and he said that generally Guardian does not uninstall their equipment, and that they have already paid the technician to come out and do some of the work. I expressed my displeasure to him and he stated that he would try to see if he could find someone to come and finish the installation some time next week that would work better with my schedule. I do not understand how I could be responsible for and locked into this new contract when I do not even have the service and he confirmed that I will not be billed until the equipment is fully installed and my monitoring is set up.Desired Settlement: I would like to be released from the 4 year contract with Guardian Protection Services without having to pay the $2400 fee. No security services have yet been rendered, and I do not feel that I should be locked into a contract when my system is not up and running. I would be more than happy to return any equipment that has not yet been installed or activated, such as my smoke detector and key fobs, and would gladly make arrangements for someone to come and uninstall equipment in the home if necessary.

Business

Response:

August 12, 2015

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



Dear Ms. [redacted]:

Thank you for forwarding Ms. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern.

Guardian extends its apology to Ms. [redacted] for the delay in installing her security system and for any inconvenience the delay may have caused. Ms. [redacted] recent experiences are not reflective of Guardian’s high quality standards and expectations. Subsequent to receipt of your letter, onsite service was conducted at Ms. [redacted] residence on August 7, 2015 at which time the relocation of the system was completed.

Guardian has applied a credit to Ms. [redacted] account equal to one (1) month of monitoring services. Again, Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue serving her security needs.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your help with this matter. One additional item that I would like to bring to the attention of Guardian Protection is that I had spoken with someone in their customer service department over a week ago because my first and last names are misspelled on my account and I am unable to edit them myself on the [redacted] app or website. I was told that a request would be forwarded to Guardian's data entry department but I have not seen the changes corrected yet. Can someone get back to me on this?

Review: This is an alarm company. We have a pharmacy with the protection by this alarm company. We were provided with the panic button and also the panic remote control.

In January we pressed the button because of a situation here in the pharmacy. Police never came but thank God we were not robbed.

I called the company to find out what happened with the system. They done a system check and verified that the panic button, the panic remote and also one of the motion sensors were not working properly.

I complained because this is our safety that was compromised. They said that they would fix the situation but the time frame would be A WEEK. I was baffled with the response and they said that would send someone on the next business day. They never showed up. This is unacceptable!!!

They end it up showing here to fix the problem a couple days later.

I don't trust this company any longer and however the problem was fixed, I want out of the contract to look for a company with better experience and customer service.

Myself and my whole staff were not protected and they didn't deliver when I needed most.Desired Settlement: I want a cancellation of the 5 years contract!!!

Business

Response:

March 18, 2016

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms. [redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern.

Ms. [redacted] has expressed discontent with the panic button installed in her place of business. Guardian has reviewed its records and offers the following in response.

On January 28, 2016, Ms. [redacted] contacted Guardian and indicated that the panic button in her place of business did not activate when depressed. Guardian offered to schedule onsite service to inspect the device. Ms. [redacted] accepted and Guardian’s representative indicated the first available appointment was February 2, 2016. Ms. [redacted] expressed dissatisfaction that service could not be conducted the following day. In a genuine effort to assist Ms. [redacted], Guardian’s representative placed a request on Ms. [redacted]’ account to schedule onsite service as soon as possible.

While Guardian was unable to conduct onsite service the following day, a technician was dispatched to Ms. [redacted]’ place of business two (2) days later on January 30, 2016. While onsite, Guardian’s technician tested the panic button and all other devices. Guardian’s technician found all devices to be communicating properly. The technician suggested to Ms. [redacted] that perhaps she did not press and hold the panic button long enough for the signal to be sent to Guardian. Ms. [redacted] disputed this information and in a genuine effort to satisfy Ms. [redacted], Guardian’s technician replaced the panic button at no charge to Ms. [redacted]. Prior to departing the premises, Guardian’s technician fully tested the system and confirmed receipt of all signals in Guardian’s central monitoring station. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative apologized to Ms. [redacted] that the panic button did not activate. Guardian’s representative explained that onsite service was conducted two (2) days later and the panic button was replaced at no charge even though the technician could find no issues with the original panic button. Ms. [redacted] requested that her initial term be amended to month-to-month. Guardian’s representative politely explained that the initial term could not be amended. However, in a good faith effort to satisfy Ms. [redacted], Guardian’s representative offered to place a credit to the account equal to two (2) months of monitoring fees. Ms. [redacted] accepted and expressed her satisfaction with this resolution.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: After being a long-time customer of Guardian Protection Services, I upgraded my service in 2010 to wireless equipment with the agreement to continue my monitoring service for 5 years. My job was eliminated in 2012 and I subsequently sold my house. I contacted Guardian on June 4, 2013 to ask how they wanted to handle the remainder of my agreement. I was informed by [redacted], my account manager, that if the new owners agreed to continue with Guardian and pay the monthly monitoring fees, my obligation to Guardian would be satisfied. I felt this was fair and readily agreed.In March, 2014, I contacted the family who bought my house and asked if they had signed up with Guardian Protection. They told me they had signed up with them in November, 2013 and were paying the monthly monitoring fees since that time. I called Guardian and asked that the monthly withdrawal of the monitoring fee from my checking account be stopped at once. I was referred to the account manager, [redacted], and left him a message to call me. After a week and no return phone call, I called Guardian again and was told that Chris was on vacation and that he would call me asap. After approx. 2 weeks and no return call but continuing withdrawal of fees, I called Guardian again. I was transferred to another account manager. After telling him my story, he advised he would contact a supervisor. I never received a call back and the monthly monitoring fees were still being withdrawn from my checking account.Finally, I called again and spoke with another account manager asking for a refund of $344.90 which includes a $32 overdraft fee (I was changing banks after I moved and had transferred funds). Again I was refused. Guardian has been collecting double monitoring fees for 7 months. They cancelled my agreement but will not refund my "double" payments which they have been receiving for 7 months from me AND the new owners of my house. I consider this to be unethical, dishonest and arbitrary in light of my attempts to resolve this issue.Desired Settlement: Check for $312.90 ($44.70/mo)which represents 7 months of double fees collected from me while the new owners of my house were also paying for the same monitoring fee, and $32 "overdraft" fee after they continued to collect fees while I was attempting to change banks after my move. Total $344.90.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and address Ms. [redacted]’s concerns.

Our records indicate Ms. [redacted] contacted Guardian in June 2013 to advise she was moving from the monitored premises. Guardian’s representative explained to Ms. [redacted] that she remained within the initial 60-month term of her Sales and Monitoring Agreement (“Agreement”) dated July 21, 2011. Guardian provided options to assist Ms. [redacted] in fulfilling her obligation, one being that the buyer of Ms. [redacted]’s home could activate Guardian’s services which would satisfy her remaining obligation.

In November 2013, the new homeowners executed a 12-month Agreement and activated monitoring services in Ms. [redacted]’s former home. Because Ms. [redacted]’s remaining term (33 months) exceeded the initial term of the new homeowners (12 months), Ms. [redacted] remained responsible for the difference (21 months) and Guardian continued to invoice her accordingly.

On May 3, 2014, Ms. [redacted] contacted Guardian and expressed discontent that she continued to remit payments to Guardian subsequent to the new homeowners activating monitoring services. Guardian’s representative explained that the new homeowners’ 12-month Agreement had not fully satisfied Ms. [redacted]’s remaining obligation. Ms. [redacted] expressed that it was not explained to her that the new homeowners would need to execute an Agreement with an initial term equal to her remaining term in order to be fully relieved from further obligation. Guardian received the subject complaint shortly thereafter.

While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. [redacted]’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to discontinue billing and process a refund in the amount of $344.90 which Ms. [redacted] will receive by check within the next 4-6 weeks. Guardian apologizes to Ms. [redacted] for any confusion related to this matter.

Thank you for informing Guardian of Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Director

Account Management Department

Review: I spoke with G.P. back in Dec 2013 And decided to quit using their service. Was told I had to give them 30 days notice and thus would have to pay for January service then we could be dropped. I did. Received a bill from G.P. for March and April. Don't know what happened to Feb. I called on 3/31/13 to tell them I had quit using them and was put on hold numerous times and was told that they had tried to contact me to get a release of services. The customer service rep was slow and would not get to the point. Although they had all the information on me she kept going around about not being able to get in touch with me. Kept going back on the need for this release form that was to be E'mailed to me. I made sure she had the correct address and expected to have it sent. She didn't. I asked about this latest bill and again I was put on hold again I gave up and hung up.Desired Settlement: All I want is to be done with these people and have the billing corrected to reflect that I was paid in full. Please note that I had used them fotr around 20 years the problem is that I can't seem to get rid of them.

Business

Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity to clarify this matter for all parties.

Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including a review of all recent telephone interactions. (Please be advised that due to the nature of Guardian’s business, Guardian records all customer telephone calls.) Our records indicate Mr. [redacted] contacted Guardian on December 31, 2013 to request the cancellation of his account. Guardian’s policies mandate that any cancellation request must be made in writing and must contain the customer’s signature, address and password for security purposes. Accordingly, Guardian’s representative forwarded a cancellation form to Mr. [redacted] via email for his signature.

Guardian did not receive the executed cancellation form back from Mr. [redacted]. As such, Mr. [redacted]’s account remained active and billing statements continued to generate. Guardian made a number of attempts to reach Mr. [redacted] to follow up on the status of his cancellation request, however no return call was received from Mr. [redacted] until March 30, 2014.

On March 30, 2014, Mr. [redacted] contacted Guardian to dispute the billing statements generated for February 2014 and March 2014, citing his belief that his account had been cancelled effective January 31, 2014. Guardian’s representative explained to Mr. [redacted] that his written authorization was required prior to cancelling his account and that Guardian has not yet received his executed cancellation form. Guardian’s representative offered to send another copy of the cancellation form to Mr. [redacted] for his signature and further requested to place Mr. [redacted] on hold while the billing portion of his concern was researched. The call was abruptly terminated before the cancellation process could be finalized and Guardian received the subject complaint shortly thereafter.

In order to bring swift conclusion to this matter, Guardian will accept Mr. [redacted]’s communication to your office as formal authorization to cancel his account. Mr. [redacted]’s account was cancelled effective March 31, 2014. The balance due on Mr. [redacted]’s account has been waived and he will receive no further communications from Guardian. I believe this should fully satisfy Mr. [redacted]’s concerns.

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

Sincerely,

[redacted], Manager

Customer Service Division

Review: We were having false alarms with our home security system, alarming at all hours of the night while we were home and asleep. Contacted Customer Service Department and was told that there was a problem with the communications PCB(printed circuit board) or the wireless communications itself. They gave us instructions on how to down-power the system, disconnect the battery back-up and remove all AC power so that the alarms would stop. They advised us to call back in the morning to schedule a service call. We called back and went through the whole description again and was told the next available appointment was nearly 10 days out on August 12th, between noon and 5 P.M.August 12th came and at 5:30 there was still no response. I called Customer Service again and was advised that they would look into and call me right back after confirming my phone number.This is August 13th, and still no response from anyone, and the security system has been down now for nearly 2 weeks.This the poorest Customer Service I have ever received and would like instructions on how to cancel my contract as they have failed to uphold their obligations.Desired Settlement: Refund of one month of monitoring charges and void balance of contract.

Business

Response:

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution to Mr. [redacted]’s concerns.

Subsequent to receipt of your letter, Guardian conducted onsite service at Mr. [redacted]’s residence at which time the cellular transmitting device was replaced at no charge to Mr. [redacted]. Prior to departing the residence, the technician tested the device and confirmed it to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station. Additionally, as a courtesy Guardian has applied a credit to Mr. [redacted]’s account equal to two months of monitoring service. Mr. [redacted] has expressed his complete satisfaction with the resolution.

Guardian apologizes to Mr. [redacted] for any inconvenience related to his recent need for onsite service. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to serve his security needs.

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

Sincerely,

[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 have been dealing with Guardian Security Systems for over 6 months trying to cancel services. The reason we started the cancellation process was because their service technician lied about coming to the house for the service, and the system was never repaired. When we first started the process, they said someone else would contact us and send us more paper work to file to cancel. Well, no one called and no papers came. In June, the direct deposit was debited back into our account, and we thought services had been finally cancelled. Then in August, we got a notice saying that we were 3 months behind on payment. When I called to cancel services again, the woman I spoke with told me that it would be near $1200 to cancel our contract. Being that we cannot afford to cancel at that rate, we asked, yet again, for a service tech to come out to fix the system. The company gives a 5 hour time frame for the tech to show up. The tech did not show up until 2 1/2 hours after the initial 5 hour time frame. We thought he had fixed the problem, but several mornings later, [redacted] County Sheriff called because our alarm system was going off. No one broke into our home, but our system is still broken. So, when I called Guardian, they said they would send a second technician out. This technician did not even call until after the 5 hour time frame to say he would be at least an hour later. Being that we had already waited from 12-5 for him to come, we could not wait another hour for him to show up, so we had to schedule another time for the technician to come. We were yet again given a 5 hour time slot to wait. I just received a call from the company that they are extending the time slot. The technician will not be here until 5-7. I have never dealt with a company so unprofessional and with such poor customer service. I would not want anyone to trust this security system.The reason we got the system was to feel safe and secure in our home. The alarm system does not work and we don't feel safe using it.Desired Settlement: We want to cancel our services with Guardian without paying the cancellation fees. The contract that we signed was for a working alarm system. Our alarm system has not been working since May.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to respond and assist in facilitating resolution.

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 Security Force, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Ms. [redacted]’s account is among those for which Guardian provides these services.

Ms. [redacted] expressed in her complaint that upon experiencing issues with her security system and scheduling on-site service through Guardian, the service experience did not meet expectations. [redacted] is listed as the servicing company for Ms. [redacted]’s account whereby all on-site service requests were immediately communicated to [redacted] to schedule the service call directly with Ms. [redacted] is a well-respected firm with a solid track record of customer service excellence. Upon communicating Ms. [redacted]’s dissatisfaction to [redacted] scheduled another service visit, at no charge, and authorized a credit to her account equal to five (5) months of monitoring service for her inconvenience.

Guardian’s records indicate that the [redacted] technician performed the service on November 6, 2013 whereby certain devices were replaced. Before departing the site, the technician fully tested Ms. [redacted]’s system; all test signals were received in Guardian’s Central Monitoring Station indicating proper operation. Ms. [redacted] has since expressed her complete satisfaction with the steps taken to address her concerns.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: A Guardian alarm system was installed at my business location about a year ago. I am a federally licensed firearms manufacturer, as well as a class 3 firearms manufacturer([redacted]). A substandard or malfunctioning alarm system at this location is nothing short of dangerous. Judging from the horrible customer service I've received during my many phone conversations with Guardian, they don't seem at all concerned about public safety or what the consequences might be if these weapons were to fall into the wrong hands.This has been a nightmare from the very beginning. Every piece of equipment has malfunctioned or outright failed at least once. The cellular unit has malfunctioned more times than I can count, resulting in untold gaps in security coverage. The DVR unit "burned up", resulting in damage to personal property. Recently, the sensor on the front door failed. Guardian wanted to charge a ridiculous fee to have a service tech come out after hours. I was forced to stay up through the night in order to secure my business premises. As I type this, 2 of the 5 security cameras at my place of business are not operational.After Guardian failed to rectify these issues in an acceptable manner, I called to cancel my service. They insist on a $1,200 early termination fee. I cannot and will not pay $1,200 simply because Guardian can't fulfill their obligations to their customers.After reading through some of the 378 complaints filed with the Revdex.com against Guardian, and their responses to those complaints, I expect nothing to come of this. Their response to my complaint will surely be the same "copy & paste" nonsense blaming the local installer ([redacted])for these issues. As a small business owner, I find this unacceptable. While there is plenty of blame to go around, [redacted] is an "AUTHORIZED INSTALLER" for Guardian. I feel that it is morally wrong for Guardian to sit back collecting my money, while accepting NO responsibility for their equipment failures and terrible customer service.Desired Settlement: I would like the service canceled, free of charge. Knowing the level of customer service that Guardian provides, this will not happen. My only other option is to start an awareness campaign. If I can shelter a few people from the living nightmare that is a service contract with Guardian, it will be well worth it.

Business

Response:

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

As background, Mr. [redacted]’s account was sold and installed by [redacted] as an Authorized Dealer. [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose monitored security systems were sold and installed by [redacted]. Our records indicate that Mr. [redacted] engaged [redacted] on September 8, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Agreement”) signed by the parties. The Agreement defines the scope of services to be provided by Guardian and further indicates that [redacted] activated three (3) security zones for 24-hour monitoring: Zone 1 Front Door Contact Sensor, Zone 2 Side Door Contact Sensor and Zone 3 Sales Floor Motion Detection Sensor. [redacted] activated Mr. [redacted]’s 24-hour security monitoring service with Guardian on September 10, 2012; at that time Guardian properly received all test signals from each zone thus verifying the system’s operation.

Mr. [redacted]’s complaint is based on a request for service on September 12, 2013 at 9:32pm EST whereby Mr. [redacted] explained a trouble condition for the Zone 1 Front Door. Guardian’s representative explained that on-call service was available and offered to schedule an appointment that evening at Guardian’s customary on-call rates. Mr. [redacted] declined service and expressed dissatisfaction with the rates. Guardian’s representative further offered service for the following day during normal business hours under Mr. [redacted]’s extended repair coverage for the standard $25 co-pay as defined in the Agreement. Mr. [redacted] expressed his desire for immediate service. In an earnest effort to satisfy Mr. [redacted] and meet his request, the representative offered to schedule the on-call service at Guardian’s normal business hours service rate. Mr. [redacted] declined to schedule service that evening under any scenario and also declined to schedule service for the following day under his extended repair coverage.

The following day on September 13, 2013, Mr. [redacted] contacted Guardian again. Guardian’s representative reviewed the offer to schedule same-day service and Mr. [redacted] accepted. The service visit took place that same day, during which the technician relocated Mr. [redacted]’s Zone 1 door contact sensor and tested the system. The system operated properly prior to the technician’s departure as confirmed by Guardian’s receipt of test signals.

In his complaint Mr. [redacted] also expressed concern related to his security camera(s) and DVR system. Please note that Mr. [redacted]’s Agreement contains no reference to any camera or DVR equipment and therefore any issue(s) related to such camera equipment is not included in the scope of services provided by Guardian. Since Mr. [redacted] may have purchased his camera/DVR equipment directly from [redacted] as a separate transaction, Mr. [redacted] should contact [redacted] directly for camera/DVR questions. Upon receiving Mr. [redacted]’s request for camera system support on September 20, 2013, Guardian immediately notified [redacted] and received the subject complaint shortly thereafter.

Please further note that [redacted] informed Guardian that onsite service was conducted on September 23, 2013 at which time they performed service on two (2) cameras. [redacted] further reported that Mr. [redacted] expressed his satisfaction at the conclusion of the service appointment. Should Mr. [redacted] require future assistance related to his security cameras and DVR system, Mr. [redacted] should contact [redacted] at the address and/or telephone number provided below:

For any security system or 24-hour monitoring related support or service, Mr. [redacted] may contact Guardian. Guardian is committed to Mr. [redacted]’s complete satisfaction and will always provide prompt and professional support for all products and services provided by our firm.

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

Sincerely,

[redacted] Manager

Customer Service Department

Review: In October 2012, my husband and his partner split ways. WE carried on with the business here, but were told to change the name. The address & phone # stayed the same. I called G.P.S. on Oct. 22 to notify them of these changes. The rep I spoke to said that no new paperwork was needed because it was the same location and the info was the same except that she could easily change the name. They mentioned the account had a past due balance. I stated that was the previous owners bill, not ours. I made a payment in Oct.& Nov. and then a collection agency contacted us about the past due charges. I spent a great deal of time going over the situation with [redacted]. They agreed they needed to go after the previous owner for the past due charges, but I was told to wait til they got this cleared up because our payments were automatically going toward the previous balance. I did not hear from [redacted] until a few months later because I got the go ahead and started making payments again in March of 2013. No other contact has been made until I cd them on 6/25/13 to see why the police had not been dispatched during the robbery at our store. They said monitoring had been stopped in Feb. and then later told it was March due to non-payment!! We were never notified!! Even tho we had been paying! I have payment history!! I've tried talking to both places and very lengthy conversations with both and they both want to tell me that the other guy needs to handle it!! I'm so upset - thinking we were being PROTECTED, but weren't.Desired Settlement: Since G.P.S. is having such an issue with $150 past due payment that isn't even ours, and they don't really care about keeping a GOOD paying customer (we have our home PROTECTED?? with Guardian as well, I think it would be most fair for G.P.S. to give us what we have paid for monitoring to "keep us safe" after they stopped in February - to return our payments totaling $169.64. Also, I think it would be fair for them to replace what they should have protected all along - the stuff stolen/destroy

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint and values the opportunity to provide response in hopes of facilitating resolution.

Guardian has conducted a thorough review of the account and offers the following information. For background, Ms. [redacted]’s husband, [redacted], executed Guardian’s Commercial Agreement (“Agreement”) on August 5, 2011 thereby memorializing his engagement of Guardian’s security monitoring and related services at his business.

Ms. [redacted]’s complaint expresses the [redacted]s were not notified that their services were in jeopardy of being discontinued. Respectfully, Guardian records indicate that four (4) written notifications were mailed to the premises. These notifications were mailed on October 21, 2012, November 11, 2012, November 25, 2012, and December 23, 2012. Additionally Guardian attempted to reach Mr. [redacted] by telephone on December 23, 2012, December 29, 2012 and January 10, 2013 in an effort to notify him regarding the scheduled service discontinuance and assist him in avoiding same. Unfortunately, Guardian’s efforts to reach Mr. [redacted] were unsuccessful. Mr. [redacted] recently informed Guardian that while he did receive written correspondence from Guardian, he did not open or read such correspondence. Mr. [redacted] further expressed he forwarded same to his former business partner without opening any of Guardian’s mailings.

Upon receipt of your letter, Guardian contacted Mr. and Ms. [redacted] to discuss their concerns directly. Guardian proposed resolutions that are fair and reasonable, which were initially accepted then later declined. Ms. [redacted] has since requested to terminate the Agreement. Guardian requires payment of an early termination fee in the amount of $422.10 in order to terminate the Agreement, however in a good faith effort to bring swift resolution to this matter, Guardian has agreed to accept a reduced early termination fee of $211.05 to cancel the account. Ms. [redacted] indicated she wished to consider the offer and would contact Guardian with a decision. Meanwhile, in good faith Guardian has reinstated monitoring services at the request of Mr. and Ms. [redacted].

Guardian believes the above offer to be fair and reasonable and is hopeful the [redacted]s will concur. Guardian’s offer to accept a reduced early termination fee shall be extended until close of business on August 8, 2013 after which it will be rescinded. Alternatively, the [redacted]s may remit timely monthly payments until such time they are eligible to cancel the account.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

Review: The problem started with my previous alarm system not able to make proper communication with the monitoring center. Guardian sent a technician to come and replaced the old system with a new one and told me it would cost me around $200 for the replacement unless I sign up a new contract to extend it for 18 additional months. I agree to sign up for the contract but the system randomly still run into communication issues afterwards. Sometimes I would stay on the phone for a long time to test the communication. Sometime it worked but it just delayed in sending the signal to the center. Currently my alarm system does not communicate with the center at all. I called in to Guardian and wanted to back out the contract due to improper equipment and they had explained that I used voice over ip (as a phone line for communication) and it is not compatible with that type of service. When the technician installed the new system, they never inform me that the replaced system does not work if I don't use the LAN line and I don't have the LAN line. I cannot afford to pay for the LAN line and would not be willing to sign to the new contract if they had informed me that the system would not work with my current voice-over-ip phone service. Guardian does not let me back out of the contract even though they knowingly installed a system that won't work with my current phone service.Desired Settlement: I want to cancel my service with Guardian because I don't want to pay additional fees to upgrade to their wireless system since my current voice over ip does not work with their alarm system.

Business

Response:

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

For background, Mr. [redacted] transacted with Guardian on September 7, 2007 for monitoring services at his new residence which was under construction at that time. Mr. [redacted] commemorated his decision by executing a Builder Division Sales and Monitoring Agreement with an initial term of 60 months. Mr. [redacted]’s system was activated on February 7, 2008. Prior to departing the residence, Guardian’s technician tested all devices and confirmed all to be communicating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station.

In September 2013, Mr. [redacted] began experiencing communication issues from his system. At that time, Mr. [redacted] informed Guardian that he used a VOIP phone system. Guardian’s representative explained that not all VOIP systems are compatible with the security system and offered to schedule onsite service at a discount in an effort to evaluate the issue. Onsite service was conducted on October 1, 2013 at which time the technician replaced the security panel. While onsite, the technician noted that the panel was dialing out very slowly and informed Mr. [redacted] that this was caused by his VOIP phone service. The technician recommended a cellular communication unit to ensure proper communication, however Mr. [redacted] declined.

In an effort to assist Mr. [redacted] in offsetting the upfront cost of a new security panel, Guardian offered to cover up to $150 of the service visit in exchange for execution of a new 36-month Agreement. Mr. [redacted] accepted and executed the new Sales and Monitoring Agreement (“Agreement”) on October 7, 2013. Upon receipt of Mr. [redacted]’s executed Agreement, Guardian placed a credit to the account in the amount of $150 as promised.

In February 2014, Mr. [redacted] began to experience communication issues with his security system. Guardian spoke with Mr. [redacted] who indicated that [redacted] had recently installed some equipment which may have affected the telephone lines. Mr. [redacted] also indicated he had recently moved the phones and altered the wiring. Guardian’s representative recommended that Mr. [redacted] install a cellular communication device however Mr. [redacted] declined and stated he would follow up with his phone service provider.

In September 2014, Mr. [redacted] informed Guardian that communication issues continued and that he had changed VOIP service to [redacted] approximately six (6) months prior. Guardian’s representative offered to test the system over the phone however Mr. [redacted] was not at home and stated he would call back to test.

On January 19, 2015, Mr. [redacted] asserted that Guardian had altered his security system in some way to cause the incompatibility between the system and the VOIP telephone service. Guardian’s representative assured Mr. [redacted] that Guardian had in no way altered his system and further stated that the [redacted] VOIP phone service has never been compatible. Guardian again recommended that a cellular communication device be installed to ensure proper communication from the system. Mr. [redacted] declined.

On March 17, 2015, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained to Mr. [redacted] that numerous offers had been presented to provide and install a cellular communication device at a discount in a genuine effort to assist Mr. [redacted]. Unfortunately, Mr. [redacted] has declined all offers of assistance. In a final gesture of good faith, Guardian offered to place Mr. [redacted]’s account in an inactive status to allow Mr. [redacted] the opportunity to find an alternative phone service provider. Mr. [redacted] declined and Guardian received the subject complaint shortly thereafter.

For background, the system purchased by Mr. [redacted] is designed to utilize the customer’s standard telephone line to transmit alarm signals. It is important to understand that while the [redacted] product may meet Mr. [redacted]’s telephone needs perfectly, the services to which he originally engaged Guardian to provide were, at no time, based on [redacted] compatibility. In order to further assist Mr. [redacted] in understanding the incompatibility issue with the [redacted] telephone service, using a computer USB port brings inherent computer-related issues and downtime, such as computer malfunctions, computer viruses, computer speed, reboots, lock-ups, data corruption, port priority assignments, power outages or other such computer-related problems which will disrupt the transmission of alarm signals. These are a few of the reasons that particular service is not conducive to life-safety services whereby immediate police, fire and/or medical response may be needed 24 hours every day.

Unfortunately, Mr. [redacted] altered the telephone configuration at the site after the alarm system was installed and essentially removed the communication path utilized by the alarm system to transmit alarm signals. Respectfully, Guardian is not responsible for changes or modifications made by the customer at the site that disables the ability of the alarm system to transmit alarm signals. This was clearly a choice made by the customer, whereby Guardian had no control. Guardian remained willing to assist Mr. [redacted] in reactivating his security system; however, Mr. [redacted] declined all offers of assistance, disputing the cost associated with the additional equipment. Respectfully, it is unreasonable to expect Guardian to incur the expenses associated with the reconfiguration of Mr. [redacted]’s system due to the changes made to the telephone system in the premises.

Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] and discussed his concerns directly. As a result of that conversation, Guardian agreed to accept a drastically reduced early termination fee to cancel Mr. [redacted]’s account. Upon receipt of the early termination fee, Mr. [redacted]’s account will be cancelled and he will receive no further billing statements from Guardian. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: On 12/24/12, I signed a contract with Guardian Protection Services for installation of an alarm system for home protection. As all people who purchase alarm systems, they do so to deter intruders. For the following 3 years that I had the alarm system, I was under the impression that any intruder would set off a siren, therefore detering him from entering my home. On 1/24/15 I accidentally set off my alarm and was surprised that I did not hear a siren. It was this day, 3 years after installation, that I realized my siren was never activiated. On 1/28/15, I had a service call with Guardian for an unrelated issue and while the technician was in my home I requested he activate the siren. This has to be done by a Guardian technician and cannot be turned on and off my the homeowner. I feel this issue makes Guardian responsible for the losses I suffered from my 3/4/14 break in. On that day I was burglarized but had been under the impression the alarm had sounded. Had it done so, as it should have, I believe the intruder would not have entered my home and therefore I would not have sustained any losses. Guardian also failed to provide me with window stickers that are included in the Basic package. This package also promises a "built in alarm". Since my intruder entered the back door, he saw no signs of an alarm system, and no siren went off when he entered. The lack of a siren also falied to alert any neighbors who live in close proximity. My total losses that I claimed with my insurance company were $13,170. I only recieved $5332.06 from insurance due to having a jewlery limit clause as well as depreciation. I am seeking the difference from Guardian: $7837.94 I am seeking $1000 for emotional distress which includes meeting with a psychiatrist and receiving a prescription for PTSD related symtoms.

As Guardian states on their website -"Houses with home security monitoring services are 3 times less likely to be burglarized" and "it's the only form of insurance that can prevent a burglary from occuring at all". Due to their failure to properly activate my system or provide my window stickers, they did not provide me with the appropriate protection.

Guardian also has a user review on their website promoting their burglary protection stating - "The burglars tried to get in by busting the lock off the door and then ripping my Guardian keypad off the wall. But the burglars couldn't stop those Guardian sirens so they ran away".Desired Settlement: I am seeking $8837.94 from Guardian as a result of losses I sustained from a burglary. I lost jewlery, perfume, and electronics. I also suffered emotional trauma and have since been experiencing PTSD related symptoms.

Business

Response:

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

Guardian regrets that a burglary event occurred at Ms. [redacted]’s home. For clarification, on the day of the burglary event on March 4, 2014, Guardian received the alarm signals and responded appropriately and immediately as indicated below:

18:43:57 Guardian received an alarm signal from an activation of the back door contact.

18:43:58 Guardian received an alarm signal from an activation from the foyer motion sensor.

18:44:08 Within ten (10) seconds, Guardian called the premises telephone number to verify the condition. Ms. [redacted] answered and instructed Guardian to dispatch the authorities in response to the alarm signals received.

18:44:45 Guardian contacted the [redacted] County Police Department and notified the PD Operator of the alarm condition at Ms. [redacted]’s home.

Within fifty-two (52) seconds of receiving the alarm, Guardian contacted Ms. [redacted] to verify the condition and dispatched the police pursuant to her instructions.

Ms. [redacted] expressed concern that the audible siren did not activate during the burglary and further states she believes the siren was not properly programmed at installation to audibly engage during an alarm. Guardian has reviewed its records and Ms. [redacted]’s account in response to her concerns. Please note that Guardian’s standard procedure when installing a new system is to test the siren annunciation while testing communication with all zones. This protocol also applies to any and all subcontractors who install equipment on behalf of Guardian. Additionally, the security panel in Ms. [redacted]’s home is delivered by the manufacture with the siren set to annunciate by default. In order to disable the audible siren, the system would need to be specifically programmed accordingly. Finally, it is important to understand that the configuration of the audible siren is controllable at the keypad by the customer, thus can easily be turned off by a user who elects to change system configurations. Respectfully, Guardian is unable to control circumstances whereby alterations made at the premises affect the operation of the system. Guardian urges customers to conduct a frequent test of their alarm system (at least monthly) to ensure proper signal transmission. Ms. [redacted]’s Agreement with Guardian also highlights this aspect.

Again, Guardian sincerely regrets that Ms. [redacted] experienced an actual burglary event. Guardian recognizes that this is a serious event, however it should be understood that a security system in its design cannot prevent a forced or unauthorized entry; the security system is designed to detect unauthorized entry when the system is properly armed. Guardian’s review of the alarm incident revealed that Guardian performed its duties accurately and responded properly and immediately to the alarm signals that were received.

Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] and reviewed the above information with her. Ms. [redacted] acknowledged her understanding of Guardian’s explanation of the event in question. Guardian also discussed with Ms. [redacted] her request for reimbursement for the losses sustained during the burglary. While Guardian explained to Ms. [redacted] that it could not accommodate her request for reimbursement, the parties were able to reach a mutually agreeable resolution to her request. I believe Ms. [redacted]’s concerns have been fully resolved. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure her continued satisfaction with the services we provide.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: Sales Rep for Guardian advised that this was a 2 year contract however the buried on the 5th page in tiny writing this is a 5 year contract. The sensors stop working for my front door and sliding door the main entrances that is the reason why I have the device by me being a single mother they advised that they are unable to come out over the weekends to fix the issue and I would have to call them and schedule a time Mon-Fri between the hours of 8-5pm which they do not mention in the contract. According to the contract the state that they are providing protection to my home they are in contempt of this contract seeing as how my home currently is unprotected due to non working sensors. I have called serveral times about this issue and documented it I have also inquired about the termination fee and it appears that I'm not the only customer they have gotten all customers have been advised that they were on two year contracts only to find out that they are on 5 years with the only option to terminating the service is paying the remainder of your contract in the contract it advises that this is just a montioring fee that I would be paying however when inquiring about terminating the service they advised that the system cost $1220.00 on top of 20% of my remaining monitoring fee which isn't referenced in the contract this whole contract is fabricated and deceitful this company should not be allowed to operate and taking advantage of a customer who is seeking security when they are the robbers themselves.Desired Settlement: I would like the service to be provided that they advised of in their contract if they expect for me to pay for a service then they need to provide the service. I would like my contract that was verbally stated of 2 years to be in effect and not one hidden in tiny writing that the salesrep clearly checked after I had already signed. I would like my 24 month contract not a 60 year contract. If this doesn't happen I would like for this to stay on their Revdex.com file so that future customers are scam .

Business

Response:

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

Upon receipt of Ms. [redacted]’ complaint, Guardian conducted a thorough review of her account. Our records indicate Ms. [redacted]’ initial transaction with Guardian occurred on December 29, 2012, at which time she 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 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.

A “Notice of Cancellation” form, which bears Ms. [redacted]’ signature, was also provided at the time of sale. This form serves to document that Ms. [redacted] received three (3) full business days to review her transaction and related paperwork to contemplate her decision to engage Guardian for the initial term period. During that timeframe, Ms. [redacted] possessed the option to cancel her transaction with no further obligation. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement.

Ms. [redacted]’ letter expresses dissatisfaction regarding Guardian’s hours of availability for onsite service. Please note, Guardian’s service hours are specifically set forth in Section 10 of Ms. [redacted]’ Agreement which states, “The Company will do work only during the Company’s normal business hours of 9:00 a.m. to 5:00 p.m. on weekdays excluding holidays.” Guardian apologizes to Ms. [redacted] for any confusion or inconvenience. In a genuine effort to accommodate Ms. [redacted], Guardian scheduled and conducted onsite service at her residence on Saturday, September 20, 2014 at no charge to her. During the service appointment, Guardian’s technician adjusted the transmitters for the Zone 1 (front door) and Zone 3 (kitchen slider). Prior to departing the residence, Guardian’s technician tested the zones and confirmed receipt of all signals in Guardian’s central monitoring station.

Subsequent to the onsite service appointment, Guardian contacted Ms. [redacted] directly to address her concerns related to the initial term of her Agreement. In a good faith effort to bring swift resolution to this matter, Guardian offered to reduce the initial term of Ms. [redacted]’ Agreement from sixty (60) months to thirty-six (36) months. Ms. [redacted] has accepted Guardian’s offer and has expressed her satisfaction with this resolution.

It is my hope that this letter has sufficiently addressed all questions related to this matter. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’ issues. Should you have any questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

[redacted] Manager

Customer Service Department

Review: I have been a Customer since 2002. Since around December of 2015 I have had issues starting with a simple problem with my system. Since the time of that problem, I have been given many many different excuses why my billing isn't handled properly. One time I called in they didn't know I was a customer. This week I received a letter saying my electronic payment didn't go through but they took me off electronic payment sometime in December and they don't know what happened. I have canceled my service with them because of the lack of security I feel from them. If they can't answer why I am not getting billed properly, how can I feel secure with their services. I have been given so many excuses that I don't know who to believe. I feel since the problem in December I have been getting ripped off by my monthly service. They can't even tell me a due sate for the invoice they send out. Never heard of such a thing. They gave me one free month since December, I want my money refunded from December until now.Desired Settlement: They gave me one free month since December, I want my money refunded from December until now.

Business

Response:

May 5, 2016

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

Dear Ms. [redacted]

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative explained to Mr. [redacted] that his automatic payments were not pulling properly due to a missing field in the billing portion of his account. The error has since been corrected. Guardian’s representative apologized to Mr. [redacted] for the inconvenience and further assured Mr. [redacted] that no issues existed with his monitoring services.

Mr. [redacted] requested the cancellation of his account and has submitted the required written documentation to finalize that request. As such, Guardian will cancel Mr. [redacted]’s account effective May 13, 2016. Upon cancellation, Guardian will no longer to respond to any signals received from Mr. [redacted]’s residence. Additionally, Mr. [redacted] will receive no further billing statements from Guardian.

On behalf of Guardian, I would like to thank Mr. [redacted] for his business. Should he desire security services in the future, it is our hope that he will consider using Guardian again.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

Review: My ex-husband and I signed up for Guardian Protection Services for a security system at our apartment. About a year in to our contract, my husband and I decided to separate and ultimately divorce. Upon our separation, we contacted Guardian to have the service transferred into my ex's name. It was originally set up in my name, but he kept the service at the apartment we no longer shared. It took approximately 8 months of making phone calls before payments were stopped automatically coming out of my checking account, which we also no longer shared. I have DOCUMENTED 5 or 6 times where both my ex and I have spoken with customer service, filled out necessary paperwork and faxed and/or emailed it to Guardian. Still, I receive phone calls from Guardian collection services, saying that I need to call them back. I/we have spoken upwards of 10-15 times in the last 14 months to customer service, telling them that I am no longer to be called and my name is not on the account. FINALLY, we got my name and information removed from the account. It is in his name, but I continue to be called multiple times a week saying that I need to call them. The last time, about a month ago, I was told that customer service was not looking at the current contract, but in fact the original contract, and calling me for collections (apparently my ex husband is behind on payments). After 45 minutes on the phone again, I was assured that the original contract was torn up and discarded and that my name was nowhere to be found on the account. I got another call last week and another this afternoon. I do not know what to do to make the calls stop. I am divorced. I do not live at the address they have listed. It's not in my name. I am not responsible for this account. It has been 14 months of dealing with this. I'm tired of wasting my time on the phone with customer service, only to have what they promised to be done, not done. Please stop calling me.Desired Settlement: I need the calls to stop.

Business

Response:

February 25, 2016

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



Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’ complaint and values the opportunity to respond. The complaint prompted a thorough investigation of Ms. [redacted]’ account and the following information is provided in hopes of assisting and clarifying the matter for all parties.

Ms. [redacted]’ initial transaction occurred with Guardian on December 14, 2013, 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 designates the sixty (60) month term. Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.

Ms. [redacted] has requested that her name be removed from the account and into the name of Mr. [redacted]. In order to accommodate Ms. [redacted]’ request, Guardian requires that Mr. Jeremy [redacted] execute a new Agreement which acknowledges his acceptance of responsibility for the remaining initial term. Accordingly, Guardian forwarded a new Agreement to Mr. [redacted] for signature however that document was not returned. In September 2015, Guardian forwarded another copy of the Agreement to Mr. [redacted] for signature. To date, Mr. [redacted] has not executed or returned the new Agreement. Guardian has made numerous attempts to contact Mr. [redacted] to discuss this matter with him directly however Mr. [redacted] has not returned the messages left for him by Guardian.

Unfortunately, Guardian is unable to remove Ms. [redacted] from the account absent Mr[redacted]’ execution of the new Agreement. Guardian has made every reasonable effort to reach Mr. [redacted] in order to accommodate Ms. [redacted]’ request. Regretfully, Guardian is at an impasse until such time that Mr. [redacted] contacts Guardian and/or returns the executed Agreement. In the interim, Guardian will continue to reach out to Mr. [redacted] in the hopes that this matter can be resolved in a timely manner.

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

Sincerely,

Sharon G[redacted], Credit Manager

Credit & Collections Department

Consumer

Response:

Review: Unable to cancel our service while experiencing financial difficulties.

We called to cancel our service because of a change in employment that left us with less income. The company refused to allow the service to be canceled without payment for the entire rest of the service in full.Desired Settlement: Want to cancel the contract and not receive service from the company any further without paying a fee equal to the entire amount that would be left if we kept the service.

Business

Response:

September 23, 2015

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 requested the cancellation of his account citing financial reasons. In light of Mr. [redacted]’s request, Guardian has reviewed his account and offers the following information.

For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Technology Solutions (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly with [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 that Mr. [redacted]’s original transaction with [redacted] occurred on March 6, 2014 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. [redacted] activated Mr. [redacted]’s system on March 10, 2014.

On September 12, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account due to financial difficulty. Guardian’s representative explained to Mr. [redacted] that he remained within the five (5) year initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to lower his monthly rate and also offered to apply a credit to Mr. [redacted]’s account equal to one month of monitoring services. Mr. [redacted] declined to lower his rate however accepted the credit to his account. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to review the concerns set forth in his complaint. During that conversation, Guardian’s representative explained that while Guardian is unable to simply cancel the account, Guardian does have a number of options to assist Mr. [redacted] at this time. Guardian’s representative explained that Mr. [redacted] is eligible to receive two (2) additional credits to his account which would allow him time to regain financial stability. Guardian’s representative also offered to lower Mr. [redacted]’s monthly monitoring rate. Additionally, Guardian’s representative explained that Mr. [redacted]’s account could be placed in an inactive status for up to nine (9) months, again to allow Mr. [redacted] the opportunity to regain financial stability. Guardian’s representative apologized to Mr. [redacted] that these options were not initially presented to him however Guardian sincerely wishes to assist him in any way possible. In a final gesture of good faith, Guardian’s representative offered to accept a 20% reduction to the early termination fee if Mr. [redacted] wished to cancel the account immediately. Mr. [redacted] stated he wished to consider the options and would contact Guardian with a decision.

Subsequent to that date, Guardian has left a number of voicemail messages for Mr. [redacted] to follow up and offer further assistance. To date, Guardian has not heard back from Mr. [redacted].

Guardian believes the above options to be fair and reasonable and is hopeful that Mr. [redacted] will concur. Please be assured that Guardian will continue to reach out to Mr. [redacted] and will make every reasonable effort to resolve his concerns to his satisfaction.

Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response:

In ResponseAs Mr. A[redacted] states, I did call on September 12th to request cancellation of my account. The service agent I spoke to on the phone, informed me that my agreement called for an “early termination fee” which was 100% of the amount that remained on my 5 year term. She informed me that I had agreed to this upon signing up with [redacted] Technology. We advised her and her supervisor that paying out 100% of the remainder of the contract would not be financially feasible, as it was over $2,000.00. She offered us one month’s credit to my account but I had already made a payment for the month so she advised the credit would roll over to next month. We explained again, that we wanted to cancel our service and not receive reduced payment amounts, but were once again informed that we had agreed to an early termination fee. During this call, I requested a copy of our contract so that we could review the agreement for the early termination fee. I spoke with Joe in Guardian’s customer retention department for the first time on September 15th, where he advised me of the ability to apply more credits to my account or to suspend my account for a period of 3-9 months. Joe did offer to reduce the payment for the early termination fee down to $1,500, but once again reiterated that it was outlined in our contract. I advised Joe that I would consider these options. I attempted to call Joe back on September 16th and left a voicemail. Over the course of the next week, I also started working in my new position and Joe leaves the office at 3:30 central time, while I am still working. This has not been conducive to our connecting as we have each left the other multiple voice messages. Mr. A[redacted]’s statement that they have not heard back from me is not truthful. I left another message for Joe on Monday September 21st and missed a phone call from him on Tuesday September 22nd before Mr. A[redacted] sent his response to you on Wednesday September 23rd. We received the contract on Friday September 18th. After reviewing the contract, I noted that it did not have any clauses or terms regarding early cancellation fees. I called and spoke with Joe the morning of Thursday September 24th 2015 and informed him that I did not see anywhere in the contract where early termination fees were outlined or explained. Joe referred me to section 12 on Termination and Default, which states the following:Section 12 Termination; Default“If you fail to make a payment when payment is due, Your system repeatedly generates false alarms, or You abuse Our staff, We may discontinue installation, monitoring and service, terminate this Agreement, and recover all damages to which We are entitled including, without limitation, the value of the work performed and the amount due to Us for the unexpired term of the Agreement, including loss of profits. You also agree to pay for any and all collection agency fees, attorney fees and related costs, whenever this matter is referred to collection and whether or not a suit is filed. We may impose a monthly late fee on all payments more than thirty (30) days past due in an amount equal to $5.00 each until paid, or the maximum amount permitted by Pennsylvania law, whichever is less. The provisions of this agreement that apply to any claim or suit will survive the cancellation, termination or expiration of this Agreement. You agree to pay Us $25.00 any time Your check, credit card charge, or ACH debit is returned to Us whether for lack of funds or otherwise. Your obligations under this agreement continue even if You sell or leave the Premises.”I advised Joe that I was not failing to make a payment, but instead wanted to cancel the terms of our contract, and did not view this section as setting forth any type of early cancellations fees that I had agreed to as previously mentioned. Joe placed me on hold while he contacted Guardian’s dealer dept. and came back and stated that cancelling a contract is viewed as failing to make a payment. I informed Joe that I was not failing to make payments, and I just wanted to cancel the current terms. Joe did offer again to lower the early cancellation fee down now to $1,000.00. I, once again, advised Joe that I did not have $1,000 available to pay to cancel their services and did not see this section in the contract as pertinent to any type of early cancellation fee and told him I would be back in touch with him when I had considered my options. I staunchly disagree that cancelling a contract equates to failing to make a payment and do not believe that this early termination fee Guardian is trying to enforce is something I agreed to. In the name of compromise, I will offer to pay $250 for any costs incurred by the company due to my cancelling but my contract clearly does not specify this and does not include any mention of cancellation fees. I will make access to any equipment they need available as soon as they need it. Thank you,[redacted]###-###-####

Business

Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s additional comments. Upon receipt of your letter, Guardian did reach out to Mr. [redacted] to review his concerns. During that conversation, Guardian’s representative explained that Guardian is unable to accept a reduced early termination fee of $250 as proposed by Mr. [redacted], as it would not allow Guardian the opportunity to recover the investment made in Mr. [redacted]’s home. Guardian did offer to further reduce the early termination fee to $1,000 in a genuine effort to assist Mr. [redacted]. Guardian also offered to accept payments of the early termination fee in monthly installments until the amount is paid in full. Mr. [redacted] declined all offers.

Respectfully, Guardian is unable to accept payment of an early termination fee which is less than the amount invested in Mr. [redacted]’s home. While Guardian understands that customers may encounter circumstances whereby they wish to end their obligation prior to the end of the initial term, allowing the customer to do so without payment of an early termination would result in Guardian incurring a significant financial loss. Expensive electronic security equipment was provided and installed at little or no cost to Mr. [redacted] with the expectation to recover that cost over the five (5) year initial term of his Agreement. Guardian has not been provided the opportunity to recover its investment in Mr. [redacted]’s home and therefore cannot accept an early termination fee in the amount of $250 to cancel Mr. [redacted]’s account.

Guardian has made every reasonable effort to satisfy Mr. [redacted] by providing him a number of options to assist him. To reiterate, Guardian has offered:

• to apply credits to his account,

• to lower his monthly monitoring rate;

• to place his account in an inactive status for up to nine (9) months; or

• to accept a drastically reduced early termination fee.

Regretfully, Mr. [redacted] has found none of Guardian’s offers to be satisfactory.

Guardian has at all times honored its obligations under the Agreement and respectfully expects Mr. [redacted] to reciprocate. Guardian believes the above options to be fair and reasonable and is hopeful that Mr. [redacted] will concur. The above offers shall remain available to Mr. [redacted] until close of business on November 10, 2015 after which they will be rescinded. Alternatively, Mr. [redacted] may continue to remit timely monthly payments until such time that he is eligible to cancel his account.

Thank you for allowing Guardian to address Mr. [redacted]’s additional comments. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In Response: Mr. A[redacted] and Guardian are not offering the solution I amrequesting. I want to cancel my contract, I do not want reduced rates, creditsapplied, or an inactive account that will only extend the terms of saidcontract. I am also not offering an early termination fee to GuardianProtection Services. My offer of $250 is for any costs incurred with regards tohaving to cancel the service or reclaim any equipment. As I initially iterated,nowhere does the contract state that I will be required to pay an earlytermination fee. I have again included what is in the contract that Mr. A[redacted]and Guardian are referring to again below:Section 12Termination; Default“If you fail tomake a payment when payment is due, Your system repeatedly generates falsealarms, or You abuse Our staff, We may discontinue installation, monitoring andservice, terminate this Agreement, and recover all damages to which We areentitled including, without limitation, the value of the work performed and theamount due to Us for the unexpired term of the Agreement, including loss ofprofits. You also agree to pay for any and all collection agency fees, attorneyfees and related costs, whenever this matter is referred to collection andwhether or not a suit is filed. We may impose a monthly late fee on allpayments more than thirty (30) days past due in an amount equal to $5.00 eachuntil paid, or the maximum amount permitted by Pennsylvania law, whichever isless. The provisions of this agreement that apply to any claim or suit willsurvive the cancellation, termination or expiration of this Agreement. Youagree to pay Us $25.00 any time Your check, credit card charge, or ACH debit isreturned to Us whether for lack of funds or otherwise. Your obligations underthis agreement continue even if You sell or leave the Premises.”And to Mr. A[redacted]’s statement that“Expensive electronic security equipment was provided and installed at littleor no cost to Mr. [redacted] with the expectation to recover that cost over thefive (5) year initial term of his Agreement”, as the first page of the contractshows, I paid $349 for installation and equipment. Also worth noting, is thatthe [redacted] Technology equipment was already present when we moved into thislocation, which is why we contacted [redacted] in the first place. So the“expensive equipment” was already present and we paid for installation of anyupgrades that were performed at the initial signing of this contract.Thank you, [redacted]

Business

Response:

November 5, 2015

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]s additional comments dated October 23, 2015. Guardian has provided Mr. [redacted] with a number of options available to him, including cancellation of his account, in an effort to satisfy his concerns in a manner that is fair and reasonable to all parties. Guardian regrets that its efforts to resolve this matter have not met Mr. [redacted]s expectations.

On November 5, 2015, I reached out to Mr. [redacted] directly to discuss his concerns. As a final good faith gesture to bring this matter to a close, I informed Mr. [redacted] that Guardian will agree to accept a reduced early termination fee in the amount of $500 to cancel his account. This offer is extended to Mr. [redacted] until the close of business on December 5, 2015 after which it will be rescinded. If Guardian does not receive payment of $500 prior to close of business on December 5, 2015, Guardian will reserve the right to pursue fulfillment of the full terms of Mr. [redacted]s Agreement. Mr. [redacted] acknowledged his understanding of the offer presented to him and expressed that he wished to review the offer with his wife before making a final decision.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: The alarm system that was supposed to be free originally cost $500+. We agreed to that. The installation was sloppy and system has not worked since installed 2 years ago, I. e. numerous false alarms. We have been charged another $400+ for this company to attempt repairs to the system. A month ago, the last tech said that since we had changed phone services, we would need to have an adapter. He said he would have the company call and give us our options. We have not heard from Guardian.About 3 months ago, I sent Guardian a letter stating my case and asking to terminate the contract. They said I would need to pay for 3 years monitoring to close the contract (about $1440). They also said I would need an adapter that would require a 5 year contract extension or another $500.Desired Settlement: Since we have not had an effective alarm, most of the last 2 years, I would like to terminate the contract and get back monitoring costs (about $1000).

Business

Response:

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

For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer known as [redacted], whereby all aspects of Mr. [redacted]’s sales and system installation transaction took place directly between [redacted] and Mr. [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for selected customers whose systems were sold and installed by [redacted].

On November 1, 2013, Mr. [redacted] informed Guardian that he had changed his telephone service. Unfortunately, the telephone service would not support the security system as it was presently configured. Guardian’s representative offered to install a cellular transmitting device which would allow the security system to transmit signals without the use of Mr. [redacted]’s telephone line. In an effort to offset the cost of the device, Guardian’s representative offered to provide and install the device at no charge in exchange for a contract extension of 36-months. Mr. [redacted] declined. The subject complaint was received shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. In a good faith effort to assist Mr. [redacted] in resolving these issues, Guardian offered to provide and install a cellular transmitting device at no charge (a $425 value) with no contract extension. Guardian further agreed to waive the cost associated with the previous service visit (a $110 value). Mr. [redacted] expressed his satisfaction with this resolution.

Thank you for informing Guardian of this matter. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to address and respond to his concerns.

Should you have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I have had issues from day one with this company. They have changed terms we did not agree on in our contract, they also charged my account without my permission. I called them to get this corrected and they continued to bill me while I was disputing which I did win. They shut of all service and connection to my control box, after not being able to turn it off with my phone, I had to unplug it from the wall and remove the battery because nobody was able to help me. nobody was able to assist me in any way other than saying I need to go online and request customer service. My whole experience with Guardian has been a nightmare and I feel helpless and violated.Desired Settlement: I would like to be refunded for all services and my contract with them to be considered void.

Business

Response:

August 31, 2015

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

Dear Ms. [redacted]:

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

While Mr. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; 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.

Additionally, please note that [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.

As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on August 12, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years.

Mr. [redacted]’s letter asserts that Guardian changed contract terms without his prior agreement. Guardian has reviewed Mr. [redacted]’s account and offers the following information.

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. Respectfully, at no time did Guardian change the terms of Mr. [redacted]’s Agreement with [redacted] as asserted in his complaint. Upon receipt of Mr. [redacted]’s Agreement from [redacted], Guardian began billing Mr. [redacted] the monthly rate reflected on the Agreement. Upon notification from Mr. [redacted] that the monthly rate exceeded the amount agreed upon with his [redacted] sales representative, Guardian informed [redacted] of Mr. [redacted]’s concerns. In good faith, [redacted] lowered Mr. [redacted]’s monthly rate and Guardian applied a credit to Mr. [redacted]’s account for the difference between the amounts previously billed and the new rate.

Mr. Elliot has also asserted that Guardian withdrew money from his checking account without permission. Respectfully, Mr. [redacted]’s assertion is false. At the time of sale, Mr. [redacted] elected to enroll in Guardian’s electronic form of billing and payment. This option enabled Mr. [redacted]’s payment to be made through automatic deduction from his checking account at the same point in time each month. On February 27, 2015, Mr. [redacted] requested that his enrollment in the automatic payment option be cancelled and Guardian processed his request accordingly.

Finally, Mr. [redacted] has reported an issue with his system and expressed discontent related to Guardian’s efforts to assist him in resolving these issues. Our records indicate Mr. [redacted] contacted Guardian on July 24, 2015 for assistance in obtaining the security code needed to disarm his system. While Guardian’s representative was assisting Mr. [redacted] access the security code through his alarm.com account, Mr. [redacted]’s alarm was tripped and the audible siren began to sound. In an attempt to silence the audible siren, Mr. [redacted] removed the keypad from the wall causing damage to the screen. Mr. [redacted] ended the call before Guardian’s representative could offer further assistance.

On August 21, 2015, Mr. [redacted] contacted Guardian to request onsite service to repair the keypad. Guardian’s represented informed Mr. [redacted] that onsite service would be subject to Guardian’s standard service rates as the damage was not the result of normal wear and tear. Mr. [redacted] disputed the cost associated with onsite service and requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement with [redacted] and an early termination fee is required to cancel the account. Mr. [redacted] expressed dissatisfaction with this explanation and Guardian received the subject complaint shortly thereafter.

Upon receipt of the subject complaint, Guardian reached out to Mr. [redacted] to provide the above explanation. In a good faith effort to bring swift resolution to this matter, Guardian conducted onsite service at Mr. [redacted]’s residence on August 28, 2015 at which time the broken keypad was replaced at no charge. Additionally, Guardian has also applied a credit to Mr. [redacted]’s account in a good faith effort to earn his satisfaction. Mr. [redacted] has indicated that his concerns have been fully resolved.

Thank you for advising Guardian of this issue. Should you have any questions regarding this matter, please contact me directly at (800) 533-4827, ext. 12373.

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: Beginning shortly after installation of the home protection and monitoring system in October 2014, I have experienced numerous false alarms, due to faulty equipment and/or installation. They send technicians out to my home within several days of the event to repair or replace the equipment, sometimes charging for the work, but never satisfactorily fixing the problem. The false alarms have been increasing in frequency to the point I have had 6 false alarms in 15 days. The Guardian Protocol is to first call the customer to establish actual emergency, however they do not call, and so I have placed calls to them while loud alarms are sounding, and I have been put on hold. This has several times resulted in first responders arriving on the scene. The control panel does not work properly, and the alarms can not be turned off without disconnecting power. The system is faulty, unreliable, and apparently can not be made to function properly. I am 91 years old, living alone, and must have a functioning system for home protection as well as personal monitoring, and this system is completely worthless, does not perform as agreed and should not be sold to anyone that relies upon it for security.Desired Settlement: Because the system does not work, has not worked and never will work properly, I would like to be reimbursed for all payments to Guardian, as properly operating monitoring and alarms has not occurred per the agreement since October 2014. They have not provided anything which was contracted for.

Furthermore, I request that all equipment be removed immediately from my home so that I may engage a reputable and reliable agreement with another company. I have stopped automatic bank payments to Guardian as of today.

Business

Response:

August 12, 2015

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.

For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly with [redacted], not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings.

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

Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. Our records indicate Mr. [redacted] engaged [redacted]s’ services on September 17, 2014 by executing an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated to be five (5) years. Mr. [redacted]’s system was installed and activated by [redacted] on September 17, 2014.

Several days following installation, Guardian received a trouble alert from Mr. [redacted]’s system which indicated a problem with the panel battery. Guardian immediately reported the trouble to [redacted] who conducted onsite service to replace the battery at no charge to Mr. [redacted] on September 23, 2014.

On September 24, 2014, Mr. [redacted] reported issues with the hallway smoke detector. Guardian immediately notified [redacted] who dispatched a technician to Mr. [redacted]’s residence on September 27, 2014. While the technician could find no defect with the device, [redacted] replaced the smoke detector at no charge to Mr. [redacted].

Mr. [redacted] did not report any further issues with his system until June 1, 2015 at which time he alerted Guardian that his keypad was non-responsive. Mr. [redacted] also reported issues with the hallway smoke detector. A technician was dispatched to Mr. [redacted]’s residence on June 11, 2015 at no charge at which time the technician found the smoke detector and keypad both to be operating properly. Prior to departing the residence, the technician provided an explanation and demonstration of the system to Mr. [redacted] to ensure he was comfortable using the equipment.

On July 7, 2015, Mr. [redacted] informed Guardian that he continued to experience issues with the hallway smoke detector. A technician was dispatched on July 8, 2015 at no charge to Mr. [redacted] at which time the smoke detector was replaced in an effort to earn Mr. [redacted]’s satisfaction.

Several days later on July 14, 2015, Mr. [redacted] informed Guardian that the hallway smoke detector continued to activate. A technician returned at no charge on July 17, 2015 and recommended moving the smoke detector as the location was proving to be unsuitable for proper operation however Mr. [redacted] declined to relocate the device. Prior to departing the residence, the technician replaced the smoke detector and also replaced an ADC module found to have a broken antenna jack.

Shortly thereafter, Mr. [redacted] reported additional issues with the smoke detector. Guardian scheduled onsite service to take place on July 30, 2015. Unfortunately, upon the technician’s arrival, Mr. [redacted] declined to allow the technician to inspect or repair the system. On August 6, 2015, Mr. [redacted] informed Guardian that he had removed the security monitoring equipment and had engaged a new security provider.

Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] in an effort to address and resolve his concerns. During that conversation, Guardian offered to reinstall the security system at no charge to Mr. [redacted]. Guardian also offered to relocate the smoke detector to an area better suited for the device. Unfortunately, Mr. [redacted] declined all offers and reiterated his request to cancel the account.

Respectfully, Guardian and/or [redacted] have made every reasonable effort to address and resolve Mr. [redacted]’s concerns related to the smoke detector in his home. In a genuine effort to satisfy Mr. [redacted], the device has been replaced on three (3) separate occasions, all at no charge to Mr. [redacted]. It is also important to note that the device is designed to alert of a change in temperature, heat, smoke, etc. In this particular instance, the smoke detector was found to be installed in an area which caused frequent false alarms. Service technicians have recommended relocating the device into a better suited area to eliminate false activations. Regretfully, Mr. [redacted] declined to relocate the device and thus continued to experience false alarms.

Mr. [redacted] has requested the cancellation of his Agreement. Please note that request will need to be communicated directly with [redacted] due to the fact that Mr. [redacted]’s contractual obligation is with [redacted], not Guardian. In an effort to assist in facilitating resolution, Guardian has provided a copy of Mr. [redacted]’s complaint to [redacted] and requested they contact Mr. [redacted] to address this matter. Guardian is confident that [redacted] will address this topic with Mr. [redacted] in a timely and professional manner.

Should you or Mr. [redacted] wish to contact [redacted], they may be reached at: [redacted]. Telephone ###-###-####.

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

Sincerely,

April M[redacted], Manager

Dealer Operations

Review: We had a security system installed by Guardian in January 2010. We have not been happy with the product since. The window alarms are so large, we have never been able to put the screens back in our windows. We were told there was nothing that could be done. The window alarms fall off as well. We called them last November to find out when our contract expired, because we wanted to change companies. My husband was told by a customer service rep that our contract would be ending in January 2013. About a month ago the glass break equipment stopped working properly. We had a Technician come out to fix it and it worked for about a day. So, since we were told our contract had expired, we decided to pursue a relationship with a new company. We had the Guardian equipment removed, and new equipment installed on July 13th, 2013. On July 15, 2013, we called Guardian to cancel our service. I was told that we could not, and that our contract didn't expire until January 2015. We were told we would have to pay an excess of $1000 for early cancellation fees. I asked for a copy of the contract to be emailed to me, because I disagreed with what they said. I was told it would be emailed. I never received one, so I called back. I was then told they couldn't email contracts, they would have to mail. It is now July 19, 2013 and we still haven't received a copy. We have been treated very poorly and it seems the customer service department has no idea what they are doing. We have been told false information more than once. It is poor business, to give wrong information, and then not provide documentation when asked. I want our services cancelled immediately with no fees.Desired Settlement: I would like our services cancelled, with no fees, due to equipment that did not work for our home, and for falsified information given to us over the phone about our contract.

Business

Response:

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

For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. The installation and activation of Ms. [redacted]’s system was also completed by [redacted].

In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. Such required paperwork includes but is not limited to the Authorized Dealer Sales and Monitoring Agreement (“Agreement”), which defines all terms and conditions related to the services to be provided. The five-year initial term is conspicuously indicated in the Agreement to avoid any confusion. All such required paperwork must demonstrate it has been properly acknowledged by the parties, via signatures and/or initials, before acceptance or activation of service by Guardian. All such required paperwork for Ms. [redacted]’s account was received by Guardian from [redacted] and was verified to contain proper acknowledgement by the parties. Ms. [redacted]’s Agreement is dated January 20, 2010 and Homeland installed and activated her system on January 22, 2010, at which time Guardian commenced 24-hour monitoring services.

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 be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

On July 15, 2013, Ms. [redacted] requested the cancellation of her Guardian account as she had recently engaged an alternate security provider. Guardian’s representative informed Ms. [redacted] that she remained within the initial term of her Agreement and that an early termination fee would apply. Ms. [redacted] expressed that she believed the initial term of her Agreement had expired in January 2013 and requested a copy of the Agreement be provided to her. At her request, a copy of the Agreement was forwarded to her via email and mail on July 15, 2013. The subject complaint was received shortly thereafter.

Ms. [redacted] expresses in her complaint that the [redacted]s have “not been happy with the product since” installation of their security system. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account including all telephone interactions with Mr. or Ms. [redacted]. (Due to the nature of Guardian’s business - life safety and frequent interaction with law enforcement and other local authorities - Guardian records all customer telephone calls and interactions.) Guardian’s research revealed no record of Mr. or Ms. [redacted] expressing dissatisfaction regarding any aspect of their monitoring equipment and/or services until receipt of the subject complaint. Guardian regrets it was not provided the opportunity to address the [redacted]s’ concerns prior to them engaging another security provider. Guardian is a premier security provider and had Guardian been aware of the [redacted]s’ displeasure, every reasonable effort would have been made to immediately address and resolve their concerns to their complete satisfaction.

Additionally, please note Ms. [redacted] asserts that Mr. [redacted] contacted Guardian in November 2012 to verify the expiration date of the initial term of their Agreement. Guardian has reviewed the [redacted]s’ account and has found no record of speaking with Mr. [redacted] in November 2012, nor any record of the [redacted]s requesting information related to the expiration date of their contract. If the [redacted]s directed their inquiry regarding the expiration of their Agreement term directly to [redacted], Guardian would have no record of such interaction.

Respectfully, Guardian is unable to cancel Ms. [redacted]’s account without further payment. Guardian made a significant investment in Ms. [redacted]’s home to which it is legally entitled to recoup. Upon receipt of her complaint, Guardian contacted Ms. [redacted] to discuss this matter directly. As a result, Guardian agreed to accept a 50% reduction to the early termination fee to cancel Ms. [redacted]’s account and end all further obligation under the Agreement. Ms. [redacted] has expressed her satisfaction with this resolution. Upon receipt of Ms. [redacted]’s written authorization to cancel and early termination fee, the account will be cancelled and all 24-hour monitoring services will be terminated. Upon cancellation, Guardian will no longer respond to any signals received from Ms. [redacted]’s residence.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I have been experiencing unaccepted service from Guardian Protection Services, which is Revdex.com “A” Rated as per their website [redacted]/.

With companies that achieve this rating from Revdex.com, I expect much better service and customer satisfactions which I didn’t experience.

I have been a Guardian customer for over seven years. During this period, I would say the service is acceptable. When I decided to move from my current house to a new house, I was told that I have the option to get a new system installed, and add new 3 years contract to what I have today, or pay the monthly full price for the remaining period “about 25 months” without having any service!! I never heard such a thing. I expect when someone have a contract and decide to cancel to pay some penalty for the remaining period, but not the entire payment without having service. If I agree to pay the entire payment, this means that Guardian price their service with zero dollars because I am simply paying only for the equipment. Also, I wasn’t going to cancel the service without a good reason, but I was moving. Also Guardian didn’t offer any possible way to move my old system from to the new house in order to continue my contract, but instead I had to get a new system and have a longer contract. This was the first disappointment.

After further discussion with Guardian, I agreed as I don’t have other choices to a five years contract to get what I need. Then the time came to schedule the system install in my house. Guardian doesn’t offer weekend or night installs which are not acceptable. I had to wait for almost one month to get my install done. I had to take a vacation day which cost me around $300. Then a ridiculous thing, after all, this that the technician engineer received the wrong Carbon Monoxide for the system panel I have. This meant that I have to wait for couple more weeks for a new Carbon Monoxide to arrive, and schedule a different time for it to be installed. This was the second disappointment.

The old security system I had included two remotes which are basic, and the new system didn’t any remotes at all. When I called the Account Executive [redacted] on this regard, he said that he didn’t think I would need them, so he didn’t mention they aren’t included. [redacted] offered me one remote at $63.00 after 50% discount. This mean I will pay $126.00 for two remotes. After further discussions and frustration, [redacted] agreed to send me only one Remote with no cost. This was the third disappointment.

Moving forward, I received a phone call from the technician engineer that he received the new Carbon Monoxide, and scheduled time to replace it for me. On the install day morning, I received another call from him that he received the same wrong Carbon Monoxide!! Another delay and the forth disappointment.

Does this sound like an “A” Revdex.com rated business? Does this present the highest customer satisfaction experience?

I am very disappointed with this service, and errors that occurred while I am paying for the service that I am not having completely yet.Desired Settlement: With this time waste, and the cost I am taking on to get this install complete, I expect few months of free service

Business

Response:

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern.

Guardian extends its apology to Mr. [redacted] for any inconvenience and confusion related to the Carbon Monoxide detector. Upon receipt of your letter, Guardian researched Mr. [redacted]’s account and found that the service appointments referenced by Mr. [redacted] were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Mr. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations.

Upon receipt of the complaint, Guardian contacted Mr. [redacted] to address his concerns directly. During that conversation, Guardian’s representative offered to apply a credit to Mr. [redacted]’s account equal to seven (7) months of monitoring service in apology for any inconvenience.

Additionally, Guardian’s subcontractor returned to Mr. [redacted]’s residence on April 2, 2015 at which time he replaced the Carbon Monoxide detector. Prior to departing the residence, the technician conducted a full test of Mr. [redacted]’s system and confirmed receipt of all signals in Guardian’s central monitoring station.

Again, Guardian sincerely apologizes to Mr. [redacted] for the issues he has experienced. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to continue serving his security needs.

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

Sincerely,

[redacted] Director

Account Management Department

Review: Called to cancel service. 1 year later not cancelled. called and was told I should have known I signed a contract, that it should have been discussed.

Whatever the opposite of "Better Business" is, Guardian Protection Services is the poster child. Upon selling my house, I called to cancel my service in October of 2013 and was satisfied that my request had be resolved. In October of 2014 I noticed on bank statements that I was still being charged $38 every month. I called to find out what was going on. The person on the phone showed that I had called in October 2013 and insinuated that at that time I should have been told that I was on a 4-year contract and that was the reason why I was still being billed. That is not accurate - I never knowingly signed a long-term contract of any length. It was never discussed - not when I initiated service, and not when I called to cancel. This person tried to get me to agree to continue the contract at my current residence. I told them that it was not an option. This person said that they would talk to their supervisor and call me back. I suggested that whatever cancellation policy they have in place would be retroactive to when I had called to cancel. I was told not necessarily. It was quite possibly the most devious customer service I have ever encountered. And in turn, the fact that I was sold this service with no up front discussion of long-term contracts makes the company itself worthy of the devious label as well.Desired Settlement: I am seeking immediate cancellation of my contract and 100% compensation for the 12 months of charges since I canceled my service and sold the property for which the service was intended. That I was never told about a contract, before, during or upon requesting cancellation of my service tells me that the way this company makes profits is through the shameful deception of its customers.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and address Mr. [redacted]’s concerns.

For background, Mr. [redacted] contacted Guardian on October 12, 2011 to advise he was moving and wished to relocate monitoring services. In order to commemorate the transaction and prior to beginning monitoring services at his new residence, Guardian requested that Mr. [redacted] execute a new Sales and Monitoring Agreement (“Agreement”). Said Agreement was executed by Mr. [redacted] on October 12, 2011. The initial term of the Agreement is clearly stated to be forty-six (46) months. Pursuant to the terms of the Agreement, Guardian activated monitoring services at the new residence on November 23, 2011.

On October 7, 2013, Mr. [redacted] informed Guardian that he had moved from the monitored premises and was unable to relocate monitoring services to his new home. Guardian’s representative informed Mr. [redacted] that two (2) years remained in the initial term of his Agreement and provided options to assist Mr. [redacted] in fulfilling the Agreement, one being that the buyer of Mr. [redacted]’s home could activate Guardian’s services which would satisfy his obligation. Mr. [redacted] indicated he did not have contact information for the new homeowner, however Guardian’s representative expressed he would attempt to contact the new homeowner via mail at the home address. In the interim, Guardian’s representative informed Mr. [redacted] that while monitoring services could be placed out of service, billing of the account would continue while Mr. [redacted] remained within the initial term of his Agreement. Guardian subsequently made many attempts to reach the new homeowners via mail. Unfortunately, Guardian was not contacted in response to any of its mailings.

Guardian received no further contact from Mr. [redacted] until October 31, 2014 at which time he disputed that Guardian continues to remit monthly invoices after his relocation from the monitored premises. Guardian’s representative informed Mr. [redacted] that billing continues as he remains within the initial term of his Agreement. Guardian’s representative provided several options to assist Mr. [redacted] in fulfilling his obligation under the Agreement, including relocation of monitoring services to his new premises. Mr. [redacted] declined all offers presented by Guardian and requested the cancellation of his account without further payment. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including a review of the telephone call with Mr. [redacted] on October 7, 2013. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Guardian’s research concluded that Guardian’s representative did inform Mr. [redacted] on October 7, 2013 that two (2) years remained in the initial term of his Agreement and that billing of the account would continue until the initial term concludes.

Guardian has contacted Mr. [redacted] and discussed the above findings with him directly. During that conversation, Guardian explained that relocation from the monitored premises does not automatically relieve him from obligation under the Agreement. Notwithstanding, Guardian apologized to Mr. [redacted] for any misunderstanding and in a genuine effort to bring swift resolution to his concerns, Guardian agreed to cancel Mr. [redacted]’s account without further payment. Mr. [redacted] accepted Guardian’s offer and his account was cancelled effective November 3, 2014.

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

Sincerely,

[redacted], Director

Account Management Department